ComplaintsforHopper USA, Inc.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to lodge a formal complaint against Hopper regarding a severely mishandled transaction and their abysmal customer service.On 5th July, I canceled a booking with Hopper and received an immediate refund. I then made a subsequent booking for $2,527.35. Shortly after, I received an automated email from Hopper stating that the transaction was not processed, and a temporary hold was placed on my card, which would be reversed. However, contrary to this communication, the amount was processed.Upon contacting my bank, I was informed that the amount had indeed been processed as a purchase. I immediately reached out to Hopper, who took an unreasonably long time to locate the amount. They eventually claimed the payment was declined on their end and assured me that it would be refunded within 10 business days.Despite this assurance, the refund has not been issued. Each time I call Hopper, they fail to locate this amount. I have three confirmed emails from them stating that the payment was declined and refunded, yet the funds have not been returned to my account.This situation is unacceptable. Hoppers inability to process the refund, despite multiple confirmations, has caused significant inconvenience and frustration. Their customer service has been utterly ineffective and unresponsive.I urge the Better Business Bureau to intervene in this matter and hold Hopper accountable for their incompetence and poor business practices. I demand an immediate resolution and the prompt return of my funds.

  

  Business response

  07/18/2024

  We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed the case and upon checking, you encountered multiple errors on the Hopper app. We have reviewed the payment status and were able to reach out to our backend team to verify the issue. The payment amount of NZD2,527.35 is now in Refund status. Please note that refunds typically reflect within 3 to 10 business days. However, in some cases, this timeline may extend to 6 to 8 weeks based on the policies of your financial institution. When calling your financial institution, you may provide them the Acquirer reference number 74773884200000963004077 for them to easily track the fund.

  Customer response

  07/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Mohit Ravi

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a refundable plane ticket on 2/6/24 and purchased travel insurance. I canceled my flight 6/21/24. Hopper sent my refund to my original form of payment. I realized that that original payment method was a closed bank account. My old bank did not accept the payment bc my account is closed and not active. I asked hopper to refund my money to another card or send me a check. They refused. **************** reps keep parroting back that they can only refund to the original form of payment, even when I explain the situation. I asked to speak with a manager multiple times and the last customer service rep said there was no one to transfer me to. Hopper needs to be held accountable for poor customer service support and cheating people out of their money.

  

  Business response

  07/15/2024

  Thank you for reaching out. We have discussed the matter with the customer directly via email. As agreed, we have sent the refund letter to the customer for her to submit to her bank to locate the refund.
  On our records, it shows they accepted the refund despite the account being closed. We have advised the customer to provide proof that the bank returned the refund so that we can proceed with further investigation.

  Please keep us updated on any progress or additional information you may need.

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company is the worst travel company I have ever worked with. They are saying that the hotel refuses to cancel or rebook the reservation. However the hotel has emailed that they will rebook or cancel the reservation free or charge. The customer service agents say they'll call back or email and they don't. They're lieing saying the hotel is saying they won't cancel it when the hotel is emailing me saying they will. The customer service refuses to transfer me to management.

  

  Business response

  07/09/2024

  Thank you for reaching out to us.
  
  We are truly sorry to hear about the customer's experience in requesting a refund or change with Hopper. In cases like this, regardless of any notification from the hotel indicating they will refund or change the booking, we adhere to the booking policy. However, we advocate for the customer's request with our hotel partners. Once the request is approved, we can proceed with the modification or cancellation.
  
  Hotel Policy: Cancellations or changes made after Jun 19 2024 12:00 AM (+00:00) are subject to a fee equal to 100% of the amount paid. Cancellations or changes made after Jul 4 2024 12:00 AM (+00:00) are subject to a fee equal to 100% of the amount paid.
  
  Upon checking, we can confirm that the booking 9XLPTKFQWQ32 was already refunded on July 4, 2024, free of charge. We have emailed the customer with the details on the same day.
  
  Thank you for your understanding and cooperation.

  Customer response

  07/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a 4 night stay at ************ on Jun 18th. I canceled today, July 3rd, before the deadline of July 4th. I accidentally requested refund in form of Hopper cash when I really wanted it credited back to my original form of payment. I want my money back but now I'm forced to spend this money on the Hopper app even though the money came from my credit card. I reserved a new hotel but now I have $165.92 that I cannot use unless through the app. I called customer service for help but I cannot get this money back. I just want the difference refunded back to my credit card

  

  Business response

  07/03/2024

  Thank you for reaching out on behalf of our mutual customer. We understand that the customer seeks a refund of the residual amount from her canceled hotel booking, which totals $165.92 USD.
  However, as the customer initially requested the refund in the form of Carrot Cash, we are unable to refund the remaining value. Our terms and conditions state the following:
  
  8.5.  No Cash Value. Carrot Cash may not be redeemed or exchanged for cash and has no cash value. You have no property interest in Carrot Cash. If not redeemed on the Apps for a qualifying purchase within the time frame specified within the applicable Rules, the Carrot Cash will expire. Hopper may choose to discontinue a published, offered, or granted Carrot Cash Flash Deal or any other incentive offer or promotional program at any time in Hoppers sole discretion. If your use of the Apps or Services is suspended or terminated by Hopper for any reason, all Carrot Cash will expire immediately. Hopper is not obligated to compensate you for any value associated with expired or discontinued Carrot Cash incentives or promotions.
  
  Hopper Terms and Conditions

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I reserved and paid for a room at the ******* by ******* at ******************************************************************** on June 16th check in. Upon arrival it was no longer a ************* and was absolutely falling apart with walls falling down, filthy, and absolutely run down. I immediately called Hopper for a refund and was told they had to call me back after reaching out to the hotel then would be able to refund me. When they called me back they confirmed that it was a different and then stated they had to reach out to a third party (unknown who) to get approval for the refund by email. I called a week later and was told the third party had not responded so they had to wait until they heard back to do a refund. I called again and was told they still had not heard back so had to wait to issue the refund. I am done waiting and this is horrible business and customer care. They took my money immediately and I have to wait to hear from a third party to get refunded. I did business with them. Not a third party.

  

  Business response

  07/04/2024

  Thank you for reaching out on behalf of the customer. We are truly sorry to hear about the inconvenience caused by the mix-up. We understand how disappointing it must be for a long-planned trip not to turn out as expected.
  We are happy to process a full refund back to the original form of payment. Please note that the refund may take 3-10 business days to appear.

  
  Thank you for your understanding.

  Customer response

  07/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  As long as the refund is actually processed within the time listed! 
  Regards,
  
  *********************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a room through hopper at the ***************** in ************. When we arrived after 2 days our room wasn't cleaned after numerous requests for cleaning. We were just given towels we even requested a mop and broom ourselves. We decided to request sheets and found our room 220 at the ********** in ************* w as infested in bed bugs. Our 10 month baby was bit and we talked to several other guests who had the same issue. They continue to book the same infested rooms. We had to discard our babies pack and play diaper bag blankets diapers

  

  Business response

  07/02/2024

  I'm sorry to hear about your experience. This is not the kind of service we aim to provide, especially since we value creating memorable family vacations. We have reached out to our travel partner, and we're pleased to inform you that a refund of $243.06 has been processed by the hotel to your account. Refunds typically take between 3-10 business days to appear.

• Initial Complaint

  06/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked a flight through Hopper and they made a mistake with my booking. They said it was a glitch in the system, and therefore I would have been unable to make my connection. Even though they did change my flight after 4 1/2 hours of speaking with them, they refused to reimburse me for my baggage that I had prepaid for.I believe that the Better Business Bureau needs to be aware of the fact that Hopper is a scam and they try to get people to purchase flights for a cheaper price even though they are not delivering what they promise.

  

  Business response

  07/01/2024

  Thank you for reaching out on behalf of our mutual customer. We are sorry to hear about the inconvenience caused by the flights booked in error. However, we are happy to inform you that we have successfully booked their flight from ************* to ********* on July 6, 2024, as discussed via email.
  
  Regarding the baggage, we understand that the customer paid $74 for their original flight with Frontier. Since this is a non-refundable fee from the airline, we are happy to refund $74 in the form of a Hopper voucher, which they can use to book a future flight, hotel, or car rental on the Hopper app.
  
  GOOD TO KNOW: 
  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to X days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;

  Customer response

  07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a plane ticket and car rental reservation on Hopper travel app on May 24, 2024 for the dates of June 25 to July 2, 2024. The cost of the car rental was $352.87 *********** has my information on the app and knows that I am a US Citizen and my address. When I arrived at the car rental company, The National, I was informed that rate booked was for not applicable for US citizens and a requirement was to have a non-US or Canadian drivers license and passport. I was unable to provide these documents because I am a US citizen and I had bought this car rental assuming that it was for a US citizen. It said no where when making this purchase that it was for non-US residents only. I was unable to get my booking. I was stuck on the phone with customer service at ********************** for over an hour. Their response was that I should be good to go. There was no change in the booking. When I got the manager of the car rental dealership to speak with them and explain the issue, customer service was unable to find a solution or provide a refund. I am seeking a refund of the $352.87 for this purchase.

  

  Business response

  06/28/2024

  We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed your case. Upon checking, it appears that you have a car rental booking at *********** with pick up: 2024-06-25 and drop off: 2024-07-02. We are sorry to hear that the booking made was for Non-US residents. We have contacted our car partner for investigation, and while awaiting their feedback, we have decided to process a refund back to your original form of payment ending in the last 4 digits 9332. Typically, refunds are expected to reflect within 3 to 10 business days. However, in some cases, this timeline may extend to 6 to 8 weeks based on the policies of your financial institution. 
  
  

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a rental reservation from 6/19-21/24. I was quoted a price on Hopper 00733227VI5 reservation number. When I got to **** I was told that they had the reservation but the price was over $250 more than what I got from Hopper. They said they could not honor the price and I had to call Hopper. I called Hopper and the guy I spoke to kept insisting that the extra monies that were being charged was for the deposit. I got upset and told him he was not listening to me, when he finally heard what I said he said that he would have to call the rental. After waiting for about 40 minutes he called back and said that I would have to pay the price that the rental was charging me, which was $230 more than what my hopper reservation was for. When I told him this was unacceptable and that they were engaged in false advertising he then told me that he had to look into it because it might have been an error. I had my budget planned and I had to rent a vehicle from another company that was $150 more than my Hopper reservation. I called back again on 6/22 and all I got was we are sorry but it was a glitch in the system and if you book with us this wont happen again. This is unacceptable what about the extra money I had to spend because of Hoppers error, what about the hour and minutes lost of my time, stressing my family out. This is bad business and false advertising. If a price is provided on their website and its Confirmed, then it should be honored. If there is an error on their system with the price they should pay the difference for the customer not just simply say this wont happen next time. What is the guarantee that it wont happen. There needs to be some accountability for this issue. I still have my reservation documents and they also have the information I have. They dont have no real explanation for this.

  

  Business response

  06/27/2024

  We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed the case and we have also reached out to our car partner. Upon checking their records, they have confirmed that the vehicle was not picked up, and as a result, there will be no charge on the account. We have sent an email to the customer directly to provide an explanation of what happened with the booking. Rest assured, the case has been escalated to our back-end team for a thorough investigation to prevent such occurrences in the future. As a gesture of goodwill, we have offered a USD50.00 voucher due to the experience that the customer encountered and still awaiting for response.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a flight from ************* to ******. There was a connecting flight from ********* to ******. My connecting flight was canceled and only got a partial refund. There were no other flights that worked with my schedule so my whole trip was canceled

  

  Business response

  06/21/2024

  We have thoroughly reviewed the case and it has been determined that the booking purchased is a combination of multiple tickets on separate airlines, combined together to offer a competitive price and flexible flight option. Upon reviewing, 4 separate tickets were issued on the flights. It is important to note that each airline has its own set of regulations and guidelines pertaining to cancellations. In this case, ****** airlines cancelled one flight due to weather conditions. We have reached out to ****** airlines to request a one-time exception, explaining that the cancellation was made on their flight. The refund request was approved, and they have processed the refund on their system. We have also processed the refund on our end. Please note that refunds generally take about 3-10 business days to be credited to your account but can sometimes take up to 6-8 weeks depending on your financial institution.
  
  However, with regard to the first flight with ******** airlines, we tried to reach out to ******** airlines to request a one-time exception; however, the request was denied as the passenger was tagged as a No-show on the flight and no cancellation was made on the booking.
  
  We also checked the email confirmation sent, and there is a notation stating, "You're flying on separate airlines. Rules and restrictions may differ per airline. Cancellations or changes to one of your flights will not alter the other automatically".
  

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