Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An agent reach out to me on April 14 offering a package which included a 5 night hotel stay, 4day 3 night stay at an all inclusive resort out the country and a cruise package. I paid $698 dollars for the package. Upon checking out I also received a bogo, mean I could gift this package to someone else for free. I have since tried to get in contact for booking and I get no answer, via phone internet web site or, chat system. I was concerned initially when booking because in past situations it is to difficult to book with these sites. The travel agent ***** assured me that booking would be a price a cake and I could book with here directly. That has not been the case, I have tried to call for the last four days left several messages and ***** has reach back out. When you try to enter reservation online the screen goes blank. When the person who I gave to bogo to reached out the were also ghosted. I was also promised I could book all vacations with this one agent and not have to go though a third party.

  Business Response

  Date: 04/23/2025

  Dear Jalicia,

  We regret that your experience with your package has not met your expectations. Please know that our intention is always to provide a positive and memorable experience for our customers. 
  

  We left you a voicemail and sent an email, which opened a customer service ticket on April 19, 2025. We also followed up on Tuesday, April 22nd but your voicemail was full!
  

  Please respond to the email or visit EZTRAVELTRIPS.COM and click on request vacation dates to schedule an appointment for a one-on-one consultation with one of our reservation agents.  We cant wait to help you plan your vacation!
  
  Sincerely,
  Angie 

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vacation package for 598 dollars on March 17th 2024. I was told I would receive a 5 day 4 nights stay in a resort with the condition I attend a timeshare presentation. I was told I didn't have to pay anything additional fees. When I called to get my reservation they said what I bought was discount rates. That was a lie. I asked for a refund they refused.

  Business Response

  Date: 04/19/2025

  Hello *****, 

  Im so pleased to hear that you had the opportunity to speak with one of our Senior Agents this week, and that they were able to provide a clear and thorough explanation of your package. Its always our goal to ensure our guests feel confident and well-informed every step of the way.

  
  It sounds like youll be reconnecting with us after completing your Zoom session, and were genuinely excited to assist you in planning your well-deserved vacation. We look forward to helping you make the most of your getaway and are here to support you throughout the entire process.

  Warm Regards, 

  *****

  Customer Answer

  Date: 04/19/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** *******

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially, I expressed interest in canceling my services and submitted a refund request within seven days. I was advised that I would receive a refund, and shortly after, I received an email confirming my cancellation request and saying that I would receive a follow-up response. Unfortunately, I have not received any further communication or the promised refund.I have attempted to contact your company multiple times using the phone numbers on both your website and your emails, but I have not received any response.Additionally, I was initially interested in purchasing a family package that, as explained, would include flights for my trip. However, after speaking to a representative, I was informed that I would be responsible for covering my flight expenses. This contradicts the original information and led to my decision to cancel the service.Given my genuine interest in doing business with your company, I am highly concerned about the lack of responsiveness and professionalism displayed throughout this process. I kindly request immediate attention to my refund request and formally acknowledge this complaint.

  Business Response

  Date: 04/14/2025

  Dear ******,
  First and foremost, thank you for taking the time to work and speak with our team. We truly appreciate your engagement, and we sincerely apologize for any frustration you may have experienced.
  At EZ Travel Trips, our mission is to help our customers create joyful, lifelong memories through the vacations we provide. Ensuring that our customers fully understand the details of their travel packages is one of our top priorities, and weve implemented several safeguards to support that goal and protect both our customers and our company.
  Here are a few of the steps we take during the purchasing process:
  

  Call Recording: All calls are recorded for quality assurance, and we work with two independent companies to maintain these recordings.
  Sales Verification: Every sale includes a thorough verification process. This includes both a digital and verbal review of the package details. The digital verification receiptrecorded by a third-party vendoris also sent directly to each customer.
  

  During your sales call and verification, our terms and conditions were reviewed and agreed upon, including the section that reads:
  Incidentals, including long-distance calls, resort fees, parking fees, air and ground transportation, deposits, and taxes are not included in the price of your package and are your sole responsibility.
  

  According to our records, you purchased your vacation package on March 6, 2025. This package included the following:
  

  Primary Vacation: 5 days and 4 nights at a preferred partner hotel in one of 7 exciting destinations, valid for up to 4 travelers.
  

  Secondary Vacations:
  A certificate for a stay in ******************, ******, or ******* with roundtrip airfare for two, 4 days and 3 nights at an all-inclusive resort, and $250 in **** Gift Cards.
  An 8-day and 7-night cruise vacation certificate for two adults on Carnival Cruise Line, plus $150 in **** Gift Cards.
  

  Attached, youll find a copy of your digital verification,completed during your call with our sales agent. You initialed each section and signed the bottom to indicate your understanding and acceptance of the package terms. As noted in the documentation, airfare is included only with the all-inclusive resort stay.
  

  We are still here to help you plan and enjoy your well-deserved vacation. If you have any further questions or would like assistance using your package, please dont hesitate to reach out. We'd love to help you create those lasting memories.
  

  Warm regards,
  *****

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  hello again, the attached documents shows no image besides the original image that was uploaded with the original complaint as previously stated I still would like a refund only because getting a hold of customer service was a problem and then most importantly, I am no longer interested considering that I initiate my contact on Monday, expressing that I would like to speak to an agent , didnt get a call back until the following Friday Three weeks later Im now being resulted to the Better Business Bureau for assistance after reaching out to customer service and being promised that it will be escalated and I will hear back, so may I please have a full refund to my preferred payment method that was originally used unfortunately, this agreement would not work considering that I have also made you guys aware of my request of wanting to cancel within the given timeframe, but still have not received my refund. When it comes to traveling, I definitely wanna have an enjoyable experience from the first contact. I always question if this was a scam or not and now Im pretty much being pushed around and not giving a refund is even making me question more on not feeling comfortable and trusting your services I definitely do feel that you guys did a poor representative of giving all the details needed because if the call what is played, you will hear that I did ask for reassurance numerous of times although I did also Reviewed the disclosures, but once again it was not clear based off of the misinformation I was given between the agent and the disclosures that was given. Please issue  refund

  
  Regards,
  
  ****** Amoamah

  
  

  Business Response

  Date: 04/15/2025

  Dear ******,
  

  We have processed your cancellation request and sincerely apologize for any inconvenience you may have experienced while trying to utilize your package.
  

  Your refund was issued on Tuesday, April 15, 2025. Please allow up to seven (7) business days for the funds to be reflected in your account.
  

  At EZ Travel Trips, our mission is to help families enjoy memorable vacations, and we are equally committed to providing exceptional customer service. We regret that we did not meet that standard in this instance.
  If you have any further questions or concerns, please dont hesitate to contact us at **************. Were here to help in any way we can.
  

  Thank you for your understanding.
  

  Warm regards,
  EZ Travel Trips

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ****** Amoamah

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed purchase on July 17, 2024 and now they are saying I have to pay more to use for travel. Please I would like a full refund as I dont have additional funds for travel.

  Business Response

  Date: 04/14/2025

  Good morning ******,
  

  We wanted to clarify that your vacation package was actually purchased on July 13, 2023, not in 2024. The package came with an 18-month usage period, which means it has unfortunately expired several months ago, as the Privilege Passwhich prevents expirationwas not added to your purchase.

  
  Additionally, we were unable to locate any record of you contacting us for assistance in booking your trip during the validity period.

  
  As a reminder, per the terms and conditionswhich were provided both verbally and in your confirmation documentsyour package allowed you to travel on a discounted vacation in standard hotel accommodations. Please note that taxes and resort fees are not included in the package and are the responsibility of the traveler. These fees vary depending on location, season,and length of stay.  Our terms can be found at Terms and Condition EZ Travel Trips.
  

  That said, were still committed to helping you create lifelong memories. Wed love the opportunity to assist you in making the most of your vacation package. Please dont hesitate to reach out to uswere here to help.
  Warm regards,

  
  *****
  Director of Customer Success and Operations

  
  

  Customer Answer

  Date: 04/14/2025

  The package was paid through Affirm June 2024 and I have spoken to representatives who only wanted to upcharge me for their services. I would respectfully request a refund.

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The package was paid through Affirm June 2024 and I have spoken to representatives who only wanted to upcharge me for their services. I would respectfully request a refund.
  
  Regards,
  
  ****** *****-*********

  
  

  Business Response

  Date: 04/17/2025

  ******,
  

  Thank you for reaching out. We want to take a moment to clarify our policies and provide some context regarding your request.
  

  Our 7-Day Refund Policy is based on the date of purchase, which in your case was July 13, 2023. While our standard package is valid for one year, we extended your access to 18 months.This extension moved your expiration date to January 13, 2025, which has now passed by several months.

  
  We understand your frustration,but its important to note that like most products and services, the passage of time and the terms of use are part of the purchase agreement. While we regret that the package wasnt used, unused services outside the refund window are not eligible for a refund. Our records also do not show any contact from you prior to the expiration, at which point we would have gladly explored options with you.
  

  While we respect your right to share your experience, using platforms like the BBB to request a refund for a nearly two-year-old purchase does not change the policy in place. At this point, if you are still interested in our services, a new package would need to be purchased.
  

  Thank you for your understanding.
  
  Best Regards,
  *****

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****-*********
  

• Initial Complaint

  Date:03/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction originated on or around January 7th, 2025 EZ Travel Trips reached out to me on to let me know that I had allowed a vacation to expire that I was supposed to take during COVID. (This was a lie, but I decided to listen to the sales pitch anyway).They promised me a vacation to Orlando with timeshare presentation, a cruise, and an all inclusive trip, Flight included, to the ********* or *******They insinuated that it would be free, but they did disclose that there would be taxes and fees.They also told me that the partner company is the one who would be booking the Caribbean vacation. The vacation was only of interest to me, and worth all the taxes, fees, and initial deposit of $698.00 if I was able to leave from my local airport. I was afraid that the catch would be that I would have to drive to the *************** to catch a flight. So I asked the sales person if I would be able to fly out of the closest airport to me, which is the **********************************, and the sales person said that I would. (that should be on the recorded line). However, after going through the first "vacation" timeshare presentation, and attempting to book my Caribbean vacation, I learned that the sales person had lied to me. The closest Airport that I would be able to use to take advantage of the trips were several hundred miles away, in either *****, or *******. I was not happy that I had been lied to, so I reached out using the cancellation email in hopes of getting a refund. I have not gotten a response from the business as of the time of me contacting the BBB. I would like to recoup the initial $698.00 I paid to get this package, and the $232.00 I paid to attend the timeshare presentation. I wouldn't have spent that amount of money is the salesperson was honest. I would have simply declined and went about my day ($930.00 Total).I should have suspected something shady when they said I let my vacation from Covid expire, and I knew that to be a lie.

  Business Response

  Date: 04/07/2025

  Dear ********,
  

  Thank you for reaching out and sharing your concerns. We genuinely regret to hear about your disappointment regarding the bonus vacation component of your package. Your feedback is important to us, and we understand how frustrating it can be when expectations are not met.
  

  On January 17, 2025, you purchased a Vacation Package from us that included:
  5 days and 4 nights at your choice of 1 of 7 exciting destinations in a preferred partner hotel, valid for up to 4 travelers.
  Bonus Gifts:
  A certificate for 4 days and 3 nights of hotel accommodations at an all-inclusive resort in the ******************, ******, or *******, including roundtrip airfare for two and $250 in **** Gift Cards.
  An 8-day and 7-night cruise vacation certificate for two adults on either Carnival, Royal Caribbean, or Norwegian Cruise Line, along with $150 in **** Gift Cards.
  

  On March 14, 2025, you completed your initial trip to ******* and attended the required timeshare presentation. You contacted us on March 21, 2025, to redeem your bonus gifts. As our process requires a report from our vendor, which can take up to two weeks, your bonus gifts were sent to your email on March 27, 2025, after you spoke with our gifting specialist.
  

  Please note, the terms and conditions of your bonus vacations were shared during the sales call and confirmed both verbally and in writing. In your digital confirmation, you were provided access to these terms,which state that bonus vacations are fulfilled through a third-party entity.
  

  Regarding airfare, your certificate clearly outlines the following:
  This promotional certificate for two adults includes a selection of 4-day / 3-night All-Inclusive Resorts in the *******, ****** (******, ***************, or **********************), and ******* (***********, *************, or *********), or the ****************** (********** or ************),plus a $250 **** Debit Card. Year-round Sunday through Wednesday departures are available from major airports within the continental U.S., subject to airline availability. Availability may be limited during major holidays. Two travel dates are required a preferred and an alternate each at least 45 days in advance and with a minimum of 30 days between the dates.
  

  We encourage you to visit ********* to review your destination and travel options and to connect with their customer service team for further support.
  Regarding your refund request: the $232.00 paid on January 13, 2025, was used to secure your accommodations for your trip. This amount allowed you access to a discounted one-bedroom resort stay in *******,contingent upon attending the timeshare presentation, which you successfully completed. As this portion of the package has been fulfilled and bonus gifts issued, we are unable to process a refund.
  

  That said, we do value your experience and would welcome the opportunity to speak with you further to explore other ways we might provide satisfaction given your concerns.

  Sincerely, 

  ***** *******

  EZ Travel Trips

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I understand that you may not be able to give back the $232, since I did go to the resort. The problem is, that I would've never agreed to go to the timeshare resort or paid for the package had I not been mislead.

  This is the part that I take issue with:

  "Regarding airfare, your certificate clearly outlines the following: Year-round Sunday through Wednesday departures are available from major airports within the continental U.S., subject to airline availability. Availability may be limited during major holidays."

  I asked on the call specifically about me being able to fly from the closest airport to me, which most people would consider a major airport (**********************************). I asked the question before I agreed to make the payment, the salesperson assured me that I would be able to fly from the Airport nearest me, so I agreed to the deal. The writing seems intentionally vague, and I thought that might be a problem so I asked. The ***** Airports that they offer to fly from are ***** and *******. Both of those would require a 6 hour drive, or a flight to that airport to take advantage of the offer. The salesperson lied to close the sale. Please listen to the call so that you can hear me ask the question before I agreed to buy. Please give me a refund for the package that I would not have agreed to, had I not been mislead.

  
  Regards,
  
  ******** *******

  
  

  Business Response

  Date: 04/14/2025

  Dear ********,
  

  I respectfully disagree with your understanding of the certificate and the limitations regarding which airports can be used. To ensure accuracy, I reached out to the vendor directly via [email protected] confirmed that there is no record of you contacting them to discuss the certificates parameters. Additionally, they verified that the certificate is not restricted to departures from only ***** or ******* airports.
  

  I encourage you to reach out to the team at ***** directly to clarify any remaining questions you may have. Theyre available Monday through Friday at ************** and are happy to assist.
  

  Best regards,

  *****

  EZ Travel Trips

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I called GOCRV to speak with a representative, just in case I misunderstood something, as you seem to be suggesting. They confirmed what I said in my complaint. I have attached a photo from their website which provides the options for a departing flight. I spoke to ***** when I called. The nearest departing airport from me is a 6 hour drive, and I asked about that before I agreed to purchase your package. Please go back and listen to the call. I would really like for your company to provide a refund. Either your representatives dont have a complete understanding of the details of what your partners are offering, or they are purposefully providing misinformation.]
  
  Regards,
  
  ******** *******
  

  Customer Answer

  Date: 04/18/2025

  I obtained a transcript of the recorded conversation after my last response to add to the complaint. You can see that I ask if I would be able to fly from the airport nearest me. The salesperson said, "Yes". I live in ************, **. The nearest major airport to me is the **********************************. They only offer departures from *****, Ft. **********, *******, *******, ******, *******, ******. I would not have agreed to this had I not been mislead. 

  Business Response

  Date: 04/19/2025

  Dear ********,

  
  Thank you for your continued communication regarding your travel package.

  Upon reviewing our correspondence, I want to clarify that throughout our discussions, we have consistently referred to your Caribbean All-Inclusive stay. I personally reached out to ***** to confirm the terms related to this package. The screenshot you provided pertains to the cruise certificate, which has separate terms and conditions. For your convenience, I have attached copies of both certificates for reference.

  We have been fully transparent about our terms, which are also publicly available on our website. Additionally, regarding the chargeback you submitted, we did successfully dispute it by providing evidence that demonstrated we followed the correct procedures for your trip redemption.

  We truly regret that your experience did not meet your expectations. However, we can confirm that all the services and products you paid for have been provided according to the terms agreed upon.
  

  Despite this, as a gesture of goodwill, one of our agents will be reaching out to you shortly. We hope you will take advantage of the bonus gifts being offered and fully enjoy your Caribbean All-Inclusive certificate, which includes departures from major international airports.

  Thank you again for giving us the opportunity to address your concerns. We appreciate your understanding and look forward to assisting you further.
  

  Best regards,
  *****

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Good morning, Thanks for the reply. You are mistaken. Those are departing flights for the Caribbean All Inclusive. I never tried to book the cruise. Those are departing airports, the cruise doesnt offer a flight. I spoke to someone at ***** to find out if I was only limited to those departing cities. They let me know those are the only departing airports available, despite what was communicated with me when we were going over the terms and conditions. I would like a refund if the vacation I agreed to cant be provided.]

  
  Regards,
  
  ******** *******

  
  

  Business Response

  Date: 04/23/2025

  Dear ********,

  We regret that your experience with your package has not met your expectations. Please know that our intention is always to provide a positive and memorable experience for our customers.

  I have reached out to GoCrv and asked them to give you a call so you can work together to find an agreeable solution for both of your certificates.

  Due to the fact that you are past our 7-Day cancellation period and have traveled and received your bonus gifts, we are unable to process a cancellation or refund at this time. That said, our goal remains to help you create lifelong memories. One of our Senior Reservation Agents recently spoke with you to find alternatives and will be following up with you today

  We would still love the opportunity to assist you in making the most of your vacation package. We are confident that we can work together to find a satisfactory resolution. Please dont hesitate to reach out so we can assist you further.
  

  Sincerely,
  *****

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  You had someone from ***** reach out to me, and the agent was able to resolve the issue. Thank you for helping to find an amicable solution.
  
  

  Regards,

  ******** *******

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a package from EZ travel trips for 5 days 4 nights with timeshare tour and included was airfare trip for 4 days 3 nights after initial package and a cruise. It was $698. Per the agent selling the original package this was inclusive with hotel tax only. Upon attempt to schedule I learned that it was going to be between $300-500 for just the FIRST trip where I would be doing the timeshare presentation. That is astronomical and beyond just hotel taxes. It's misleading, it's unusable, the employees are not helpful with this issue stating that the "location I chose (from their list!) is expensive and I could go to ********* for only $100." I feel a refund is appropriate and that moving forward they should be more clear about fees included particularly for the initial marketing stay. If it were for the other two trips, that would be understandable.

  Business Response

  Date: 04/07/2025

  Dear *****,
  

  Thank you for reaching out and for sharing your concerns with us. We genuinely appreciate the time you've taken to express your experience, and were sorry to hear that your expectations havent been met so far.
  At EZ Travel Trips, we are committed to providing our customers with memorable vacations and transparent service. We apologize if there was any misunderstanding regarding the costs associated with your package.
  

  You purchased our Vacation Package on February 17, 2025,which includes:
  5 Days and 4 Nights at one of our preferred partner hotels (for up to 4 travelers), requiring a mandatory timeshare presentation during this trip.  

  Upon completion of the initial trip, you would receive Bonus Gifts including:
  A 4-Day / 3-Night airfare + hotel stay for two
  An 8-Day / 7-Night Cruise Certificate for two adults
  $300 in **** gift cards
  

  As discussed during your recent call with our agent on March 19, 2025, you inquired about booking your initial trip to ***********, ***** of our more limited and higher-cost destinations. Due to limited availability and higher vendor rates in that area, costs can be significantly higher than in our more common destinations like *********, *******, or *******, where lodging can often be secured for as low as $20 per night.
  We understand how disappointing it can be to hear about additional costs, especially when the expectation was that only basic hotel taxes would apply. While our goal is to keep costs as minimal as possible for our customers, pricing is ultimately dictated by hotel availability, location,season, and vendor rates, which can vary greatly. We do our best to communicate this during the booking process
  

  Please know that the package you purchased is still fully valid and offers great value in more flexible locations. Wed love the opportunity to assist you with booking in a destination that better aligns with your original expectations and budget. If youre open to exploring alternative options, our team is ready to help find a destination that works best for you.
  In regard to your refund request, we respectfully refer to the terms and conditions agreed to at the time of purchase, which state that the package is non-refundable after a cooling-off period. However, were happy to work with you directly to find a solution that makes the most of your packagewhether through an alternate destination, complimentary upgrades, or added flexibility.
  

  Again, were truly sorry for the frustration this situation has caused and appreciate your feedback, which helps us improve clarity for future travelers.
  Please feel free to contact us directly if youd like help rescheduling.
  Sincerely,

  ***** *******

  EZ Travel Trips

  
  

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  While I appreciate the response, I must reject this resolution. The package was sold under the clear impression that only hotel taxes would apply. Learning of additional fees between $300-$500 for the initial trip - inarguably a trip intended for and supposedly discounted for marketing purposes - makes the offer misleading and unusable for me. I request a refund due to the failure to fully disclose these location-based fees at the time of purchase. 
  
  Regards,
  
  ***** *****

  
  

  Business Response

  Date: 04/23/2025

  Dear *****,
  

  We regret that your experience with your package has not met your expectations. Please know that our intention is always to provide a positive and memorable experience for our customers.

  
  As outlined in our policy, our standard cancellation and refund period is seven days from the date of purchase. Unfortunately, as this timeframe has passed, we are unable to process a cancellation or refund at this time.
  That said, our goal remains to help you create lifelong memories. We would still love the opportunity to assist you in making the most of your vacation package. Our team has made several attempts to connect with you, including a scheduled consultation on Monday, April 21, 2025, which we were unable to complete due to no response. We sent a follow-up email as well, which you can respond to at any time to open a customer service ticket.
  

  We are confident that we can work together to find a satisfactory resolution. Please dont hesitate to reach out so we can assist you further.
  

  Sincerely,
  Angie 

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Has the company addressed the issue of the dispute?
  No, the company has not adequately addressed the issue. My complaint centered on misleading pricing, particularly the representation that only hotel taxes would apply for the initial promotional trip. The business did not acknowledge or take responsibility for this misrepresentation, nor did they offer a refund. They continue to offer "discounted" scheduling options, which I have no interest in.
  
  If not, why?
  *********** deflected the issue by pointing to variable vendor pricing based on destination, which was not disclosed at the time of purchase. Their response offered alternative, cheaper destinations but failed to address the core concern: that I was misled into purchasing a package under false pretenses.
  
  Has the company met the agreement they outlined in their response?
  No. They offered assistance in booking a different destination and possibly upgrades/discounts, but this does not fulfill the expectation set during the original salenor does it resolve my request for a refund based on deceptive sales practices. 
  
  Regards,
  
  ***** *****

  
  

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked with the company in February. As of yesterday a trip with my family has been planned for a close relative who will likely not make it through the next 6 months. In order to comfort & be with her through her final days, I needed to cancel the trip. It will ruin my ********** can not financially afford it. Currently grieving this upcoming loss & being stuck in a contract to lose additional finances. There is no option to pay a fee & sever the trip. I had not counted on being told my aunt was dying & had months to live. This company doesnt care as long as they are paid.

  Business Response

  Date: 04/07/2025

  Dear Temeyah,
  

  Thank you for taking the time to speak with our team. We truly appreciate the opportunity to work with you, and we sincerely apologize for any frustration or inconvenience you may have experienced.
  At EZ Travel Trips, our mission is to help our customers create happy, lasting vacation memories. We understand how important your experience is, and we want to ensure your concerns are addressed with care.
  

  You first contacted us on March 12th regarding your request to cancel. Since this request was made outside of our 7-day cancellation window, we provided the steps for a cancellation request.
  Our cancellation agent did speak with you the same day.Following that conversation, we downgraded your package and issued a $100 credit toward taxes and fees on your future trip, which you accepted.Unfortunately, our agent did not confirm your selection of the bonus gift at that time. Several attempts were made to follow up with you via phone and email. After two weeks without a response, the ticket was closed, but we encouraged you to contact us if you needed further assistance.
  

  Were still happy to honor the original agreement and complete the process. Please let us know the best way to reach you, or simply respond to your original customer service ticket so we can reopen it and assist you further.
  Thank you again for choosing EZ Travel Trips.
  

  Warm regards,
  *****
  EZ Travel Trips

  
  

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  STAY AWAY FROM THIS COMPANY! My partner and I were given information from an agent that messed up the whole ordeal. We have talked to a supervisor and was told that we were not supposed to do what the agent told us to do and that she had to "release" whichever agent from our file. This company is very deceptive, and I just want the money back that was paid so far ($500). My partner has had a bad feeling ever since she spoke to the many agents on the phone, and we are really regretting ever getting involved in the first place. We have been waiting a week to hear back from someone before we have to make another installment.

  Business Response

  Date: 04/07/2025

  Dear ********,
  Thank you for allowing us the opportunity to address your concerns. We truly regret the challenges you experienced during the planning of your trip and appreciate your patience as we have reviewed the details of your interaction with our team.
  On February 26, 2025, you spoke with one of our Senior Reservation Agents regarding a stay in ***********, **. As was explained during your call, due to limited availability and generally higher seasonal costs, *********** is considered one of our premium destinations, which may come with higher accommodation rates.
  During your conversation, when you expressed dissatisfaction with the quoted rates, our agent encouraged you to consider using your airline ticket dates to help identify lower travel seasons, which could result in more affordable rates. After reviewing the call recording, we can confirm that our agent did not advise you to purchase airfare but stated that if you had dates in mind, she could search for options as availability and pricing are often determined by exact travel dates.
  You called back the next day, having purchased airline tickets, but remained dissatisfied with the quoted rates. At that time, you requested to proceed with only the timeshare presentation, choosing to arrange your own accommodations in order to qualify for the bonus gifts. We agreed and promptly submitted the request to our vendor.
  When you followed up a week later, we had not yet received confirmation from the vendor. We acknowledge that we did not follow up with the urgency we should have, and for that, we sincerely apologize. We did receive confirmation the following day.
  At that point, you indicated that you planned to cancel the tour, as your flights were non-refundable, and you were concerned about lodging. You mentioned you were considering sleeping in your car. In response,we escalated the matter internally, had an agent stay late to assist you, and waived upgrade fees in an attempt to secure a solution that would meet both your needs and budget. Despite our best efforts, we were unable to find suitable accommodations in the area due to availability constraints.
  We received your cancellation request on March 4, 2025. As this was outside of our standard 7-day cancellation window, your case required additional review. While we stand by the terms and conditions of our agreement,we understood the unique situation and the genuine misunderstanding. As such, a refund was processed on March 16, 2025, as a gesture of goodwill.
  We hope this resolution demonstrates our commitment to customer service, even when circumstances fall outside our usual policy guidelines.
  Sincerely,

  ***** *******

  EZ Travel Trips

  
  

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took an upgrade for hotel room then I had ants and rusted out tup complained to hotel who referred to ez travel for resolution they have been promising me a refund when I asked stated that they had give it to me no sign it trip took place in November approximately

  Business Response

  Date: 02/04/2025

  Dear ******
  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.  
  
  
  To review your account, we did issue a refund for your accommodations at *************** in ************** on January ******* for the full amount of taxes and fees that you were charged, which is $479.74.   On December 31, 2024, we responded to your email to let you know that the refund was in process.  At that time, we advised that due to Third Party Involvement a longer than normal processing time was to be expected.  

   

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid this company ********* $856 to date for a 3-day 2 night all-inclusive stay and a cruise. They gave me travel certificates to book with a company called gocrv. However, it seems evident that, despite my ongoing efforts since last year to coordinate suitable travel dates with this company, my calls are no longer being answered. I would like to dispute my purchase of $856.00 to this company as they have not allowed me to book the promised vacation. I have repeatedly called, left voice messages, sent emails, chatted with a representative but no one is responding. Week of January 6- 9th called 4 times this week. For 3 calls, I was on hold for 2 hours then eventually disconnected. I requested a call back on the 4th call no one called me back January 15, 2025- I sent the email below: No response to this email Week of January 13th -16th - called again 4 times this week. All 4 calls I was on hold for an hour. I hung up. I decided to call a representative by the name of ******** at ************. In December ******** had called me to try and upgrade my package I told her I wouldnt consider it because they were already giving me a hard time with my initial package. She assured me that if I had issues booking my travel, to call her which I did on 1/14/25.- She never returned my call. No one at ***** called me back January 21, 2024 Called again. Was on hold for 1 hr 30 minutes. Hung up and started a chat with a representative. See next pages January 21, 2025 I called **** as directed and left her a message.January 22, 2025 No one has called me to-date. I called ********* again today. Same drill- was on the phone for 90 minutes and no one answered. At this point I want my money back.

  Business Response

  Date: 02/12/2025

  Dear ********,

  Thank you for the time youve spent working with our team, and we sincerely apologize for the frustration youve encountered. At EZ Travel Trips, our goal is to create memorable vacation experiences that bring joy and lasting memories to our customers.

  To recap, you completed your initial vacation from May 1822, 2024, in *************. Following that, we sent you certificates for additional vacation, which included: 

  Cruise with $150 **** & 4/3 All Inclusive with $250 ****. 

  This gift is serviced by our Third-party vendor, Gocrv, who you have referenced in your complaint.  Once the complaint was received by us, we asked ***** to contact you directly.  Per our relationship manager, you have made contact with them and are currently in the process of planning your trip.
  

  Should you have any additional questions or concerns, please dont hesitate to contact us at ************. We are here to assist and look forward to resolving any outstanding issues.
  

  Thank you for your understanding,
  The EZ Travel Trips Team