ComplaintsforHopper USA, Inc.

Travel Services

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Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I booked flights through Hopper on 7/4/2024. I paid $130.65 for travel insurance and never received any email confirming this coverage or providing me with documents to this coverage. Hopper informed me that the coverage is through a third party called XCover. I thoroughly checked my inbox and spam folder but there is nothing there from XCover regarding my policy. When I try to log in on the XCover website I am given a message that states there is no policy associated with my email address. It is prompting me to use the confirmation email to access the policy but I HAVE NEVER RECEIVED A CONFIRMATION EMAIL. I have tried calling and emailing XCover multiple times and they have not responded to me. It is now over 30 days out and I have no information for this insurance policy I paid for. Hopper basically told me I had to deal with XCover moving forward. It seems that there is no policy readily available to me and neither company would like to simply provide me with information for a policy that I paid for. XCover is showing on my end that I have no active policy nor is there anyone available to answer my calls or emails. So, I paid for this trip insurance from .Neither Hopper nor XCover were able to remedy the situation and give me access to the policy or provide me directly with the documents. Hopper offered finally to refund me (USD) but then provided the refund in the form of a Hopper Voucher while also cancelling the policy that I never had information or access to. I will never use Hopper again, so that voucher is worthless. I was under the impression that the refund would go back to my card, so that I can purchase new insurance elsewhere. Hopper refused me a refund in any other form. XCover will also not refund me because Hopper cancelled the policy when issuing me this worthless voucher. I am confused how I am somehow financially responsible for products or services that were never provided to me after purchase. I want a refund to my ORIGINAL payment method.
Business response
08/06/2024
Thank you for reaching out on behalf of the guest. We aim to provide quality service to all our customers, and we apologize for falling short this time.
We understand how frustrating this must be, and as a valued Hopper customer, we have refunded the customer $130.64 in the original form of payment. The refund will be processed within 3-10 business days.
Please note that we have cancelled the previously issued voucher and have proceeded with the refund.
Thank you for your understanding and continued support.
Initial Complaint
08/06/2024
Complaint Type:
Product Issues
Status:
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.
July 8, payment in the amount of $232.62 came out of my bank account for a car rental scheduled for pickup July 25 and drop off July 29 We went to pick up the car on the 25 and were told we must put a credit card of file. This was not communicated nor advertised before hand, so we were completely unaware as this was our first time renting a car.We tried to give them my parents card information because we were given permission to do that, but they said the card had to be in our names. Again, a fact not previously communicated.They have so far refused to refund our money for the rental.We also paid for collision damage coverage on the vehicle and the total amount for that was $60. This amount was taken out of my account on July ***** need this money refunded since we did not receive the car nor an alternative. We have a baby and this $282.62 would change a lot about our livelihood right now with being able to get groceries and pay other bills.The rental was made through Hopper
Business response
08/15/2024
We would like to extend our sincerest apologies for any inconvenience caused. After a thorough review of your case, I can confirm your booking US155682270 at *********** with pick up on 2024-07-25 and drop off on 2024-07-29. As per the email confirmation that was sent, it was stated in the Important Info under "Policies" section that to qualify to rent a Dollar vehicle, the renter must present at the time of rental a valid drivers license and a valid major credit card or debit card in the renter's own name with available credit and funds. Please note that a physical card must be presented as Digital Wallet cards are not accepted. Regarding insurance, I have initiated the process for a refund.
Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hopper Reservation Number: FFX04D9313 *************** FOX Rental Car / EUROPCAR Pickup Location, Date and Time: *********** 07/19/2024 8pm Drop-off Location Date and Time: *********** 07/21/2024 Im filing a formal complaint against HOPPER regarding an unhonored Car Rental Price, despite several calls with the Hopper customer service **** both at the time of the car collection and later, I was left alone in dealing with what looks like a case of price scam between HOPPER and FOX Rental. When I made this reservation, the total price all-inclusive published on HOPPER platform was $421.94 for a car rented at *********** and dropped at ***********. This amount was fully paid at the time of booking. However, when I went to collect the car at ***********, I was informed by the rental company **** (FOX/Europcar) that only a portion of the reservation payment had been received from HOPPER. As a result, I was asked to pay the remaining part, an additional amount of $264.67 to complete the rental transaction. I had no alternative choice than paying to avoid being stranded at *********** overnight.This situation not only caused inconvenience, a long delay on my car rental process but above all resulted in unexpected additional costs for a total of about $700 for a 2-days rental. My several interactions with HOPPER customer service **** were disappointing, in the end I was told to deal myself directly with the car rental company to understand the reason of the additional charges I request a full refund of the additional amount I was required to pay from the rental car company that was supposed to be paid from HOPPER.
Business response
08/06/2024
We would like to extend our sincerest apologies for any inconvenience caused. After a thorough review of your case, I can confirm your booking 4AV3PU at Fox rental. I understand that you are requesting a refund due to extra charges that were collected from you at the pick-up desk. Upon reviewing your booking, I noted that your pick-up location is at *********** and the drop-off location is at ************

Upon further investigation, I have verified the email confirmation that was sent to you. In the "Important Information" section, under "One-way rentals / drop-off fees," it states that one-way rentals are available between FOX CORPORATE corporate locations in *******, **********, ********, ******, ****, and **********. Additionally, one-way rentals are available between FOX CORPORATE corporate locations within the state of ******* and within the state of *****. Drop charges vary by location. Please also refer to the policy for geographic restrictions.
Customer response
08/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
FOX rental manager at the pick station stated that the reason for the charge to me was due to short payment from HOPPER. The total rental cost was in fact $421 but they had only received $130 and had to charge me the remaining balance. HOPPER should resolve the issue with their rental car partner with which they have agreements in place, and not leave the customer in the middle to deal with the issue after both parties have been paid.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********

Business response
08/15/2024
We have re-evaluated the case and upon further review, we have approved a one-time exception for a refund in the amount of USD274.27. The refund will be processed to the original form of payment ending in the last 4 digits 8588. Please note that it may take 3-10 business days for the refund to reflect on your statement. In most cases, the refund is processed much quicker. However, certain card issuing banks, particularly debit cards, may experience longer processing times, up to two billing cycles (45-60 days). Please be aware that this timeline is determined by your bank, and unfortunately, we are unable to expedite the process.
Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a round trip economy ticket through hopper that was ******. I specifically booked economy because of the fact that it was changeable for a $100 dollar fee. I had to cancel one way of my flight and I spend 3 weeks and hours calling everyday in order to get this. Finally, I got a future travel credit in the amount of ******.I went to book my new flight which is the total of $225 Canadian. I called hopper to make changes. This should be $325 with the 100 penalty as per the terms and conditions of my booking. The difference between fares with my travel credit then should cost ***** (325-******). Hopper instead is quoting me a price that costs my entire credit and an additional ****** Canadian I have to pay to use my credit. They are quoting me a ****** for the ticket: when the ticket only costs 225 on the website; an additional change fee of 100$, and when they use my credit of ****** (bringing the remaining total to ****** if we are following their logic) they are still asking for an additional ******. There is no logic to this. I believe I am being fraudulently stolen from, in terms of my return refusal and now not being able to use my travel credit I rightly have already paid for; unless I want to pay double for my ticket. I have spend 6 hours on the phone with a supervisor whos quoting this and in writing and when I ask the airline for help, they refuse to assist as its a third party company. I am absolutely at my ends of what I can do with this and I now am our ****** On a flight I did not take and hopper is leaving me no opportunity to use the credit I have already paid for. There is no logical reason that I would be paying double the price of the original flight in addition to the credit. It appears that hopper is scamming me out of ****** as that is the amount that they are trying to get me to pay over what the ticket is advertised for on their website. It is clear from the legal terms and conditions attached to my credit.
Business response
08/06/2024
We would like to extend our sincerest apologies for any inconvenience caused. After a thorough review of your case, I can confirm your booking GZWXRG has a travel credit of CAD269.96 for your flight BUF - YVR. I can see that you have reached out to our support team to redeem your travel credit for 15Aug on a different routing. Kindly note that when you redeem your travel credit, change fees and fare differences will apply. To provide you with more information, when you redeem your travel credit on a new flight, we need to re-price them again using the whole routing fare from your previous flight to the new flight. I have reviewed your booking as per your request for 15Aug, I can see that the fare difference from the previous flight and to your new flight is CAD65.47 + the change fee of CAD100.00 + the XG tax of CAD5.00 to get a total of CAD170.47.

Additionally, I can see that you have a confirmed ticket in an economy class, and you are essentially buying a class of service in a certain price bracket which determines the original cost of your ticket. As economy flights are broken down into several price brackets, you will see economy tickets available at many different prices for the same flight and seats. The class of service also determines how restrictive the fare rules are on the ticket. When you want to make changes to your ticket, the airline requires that the travel agency (in this case, Hopper) price the change in the same or a higher class of service (price bracket) as the original ticket that you purchased. This explains why if you see a cheaper price offered in the app for the same flight, it's actually in a lower class than the ticket that you purchased, and the airline will not authorize us to downgrade your ticket to that lower or cheaper class.
Customer response
08/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This is an amount entirely different than offered by your team, as per the amount, when I attempt to change my ticket. In addition, you are not being forthright with what the class is, as both are economy tickets as per WestJet and should be booked as economy. You have provided no proof that this is a different class within the class I paid for, and charging more than advertised on your website without explaining with proof. I purchased an economy ticket and wish to purchase an economy ticket.
in addition, the price of the advertised contractual amount on your website is 225. Much lower than the amount I have credited. With a change fee, this amounts to 325, minus the ****** credit.
i will accept nothing more than my refund in the amount of ****** or a fare booked for the correct amount which is the fare difference. The change fee should be able to be applied via credit. There is nothing logical in how you are trying to explain, and every airline representative *** spoken to agrees.
****** credit to apply to any trip as a future travel credit means FUTURE TRAVEL CREDIT FOR A TRIP. Credit is applied dollar for dollar. I have paid you ****** of real money which youre fraudulently holding onto. I want to apply this to a new flight minus the change fee, giving me ****** to apply to a 225 flight. There is no magical difference here- this is real money that you are not releasing I have paid for an economy ticket that has changes allowable in the terms and conditions.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business response
08/08/2024
We have reviewed the case and noted that you would like to book on a different routing. As a result, previous taxes are no longer applicable, and we must collect new taxes for the new routing. Here is the breakdown of the costs:

- For the OLD ticket:
Base fare: CAD429.97

- For the NEW routing:
Base fare: CAD323.00
New Taxes: CAD65.47

Please be aware that since your previous fare is higher than the new fare, any residual amount will be forfeited. Additionally, a change fee of USD100.00 is added on top of the fare. If you find a lower fare, we recommend purchasing a new ticket and retaining the travel credit for future use. The travel credit is valid for 1 year from the original ticket purchase date.
Initial Complaint
08/04/2024
Complaint Type:
Product Issues
Status:
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.
We booked a motel room through the hopper app for a lakefront room with balcony at $161.44 per night. Upon arrival we were informed that the room was improperly advertised by the Hopper app and that we would have to pay extra if we wanted the lakefront room. The room received was well over $70 more per night than competitor rates for similar (non-lakefront) hotel rooms. Examples attached below. We had looked into another hotel closer to our destination for $89-$99 per night but decided to splurge and pay a little extra to have a balcony and lakefront view, none of which we received. The motel would not do anything to assist us as it was booked through third party. The hopper customer service took a whole week to respond and that was a response prompted by a third call from me. They offered me 10% back on my total charge of $487.45 which I declined and asked to speak to supervisor. After much back and forth they offered me a final offer of $70 issued as a hopper voucher. This is only the equivalent of ONE NIGHT pay difference. I had not intended on ever using this site again due to the inconvenience and found the entire situation to be illegal. As the alternative was nothing I accepted the $70 voucher but feel that this is illegal practice and should be reported. False advertisement of this sort should not be allowed and I am reporting this because it should not be acceptable for them to continue these practices
Business response
08/06/2024
We would like to extend our sincerest apologies for any inconvenience caused. After a thorough review of your case, I can confirm your booking with Clearwater Lakeshore Motel with check-in: 2024-07-28 and check-out: 2024-07-31. I understand that the incorrect room type was provided to you upon arrival at the hotel. We tried to reach out to our hotel partner to verify this case; however, they claimed that the booking was for a Queen room non-lakefront with breakfast. Despite our efforts to seek a refund, our request was denied. I can see that a compensation voucher was offered and already credited to your Hopper wallet.

Again, we apologize for the experience you encountered with your reservation. Rest assured that this concern was raised to our back-end team to further investigate the room type that was advertised on the app.
Initial Complaint
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 29, 2024, I saw a great deal for a car rental for $314. That $314 car rental was everything but $314. They had many hidden fees, refused to guarantee the price I booked it for as the flat rate of the rental. None of this was included or mentioned anywhere within the confirmation process, else I would have never booked with them. I locked in at $314 plus a deposit. They also stated that my insurance wasn't good enough and I would have to spend even more to get their own insurance which was an additional charge . That is false advertising and very shady business practice to not disclose these additional charges that are mandatory for pickup. This is deceptive marketing and considering this is my first time ever using this app, I will not be returning nor spreading the word.
Business response
07/31/2024
We would like to extend our sincerest apologies for any inconvenience caused. After a thorough review of your case, we have confirmed your car rental with booking reference: 4TERVG at *********** with pick-up on 2024-07-28 and drop-off on 2024-08-03. Upon checking your record, we noticed that your card was charged USD ******. We have also verified that upon pick up of the vehicle, the type of card, deposit, and insurance details and the like are specified under "Payment Options". Please kindly note that customers are required to review all details and information provided before finalizing the reservation. Once again, we apologize for any inconvenience this may have caused and appreciate your understanding.
Customer response
07/31/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Where does it say anything about them rejecting my personal insurance and charging me almost $300 extra to get theirs? I would like a refund please. I was unable to even get the rental with my 4 young children because it became far too expensive. Also please consider not allowing this business to use your platform. Other people should not be scammed due to unnecessary hidden fees.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business response
08/08/2024
As per our previous correspondence, it has come to our attention that the vehicle has not been picked up as scheduled. We have reached out to our partner to assist in processing a refund on your behalf. Unfortunately, we regret to inform you that our request has been declined.

We have sent an email directly to the customer requesting documentation related to the personal insurance coverage for Collision Damage Waiver and Theft Protection (CDW-TP). Once we receive this documentation, we will proceed with resubmitting the refund request to our partner. This documentation is necessary as it was specifically mentioned in the email confirmation we previously sent, in the "Payment Options" section under the Important Information segment. It was explicitly stated that mandatory insurance coverage (CDW, TP) is not included in the rental rate.
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
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.
On July 23 due to the incompetence of hopper and some of their employees my family was stranded and had no room to sleep in after paying for a room that was fraudulent and scammed on hoppers platform. We rented room and arrived but could not enter room because there was no pin for this private owned unit at hotel. The hotel called the owner and the owner told hotel they only do business with Airbnb and not with hopper. Then they lied and said hotel stated that I just didnt like the room they gave me and it was same room and because of that I get no refund and they cant help me this is from waiting since 7p to 11p at night with nowhere to go with family diabetic and pregnant. The hotel was even thrown off and say they would refund me totally and no cancel fees and still Im fighting to get approved for refund. Because no one calls back like they say and they have to talk to their partners who do nothing. We wer stranded with no room and had to finally seek shelter else where this company is unreliable and dont check their host information well and continued to treat us as if we were the ones wrong I have all emails from hotel stating this and we deserve compensation and refund!!!
Business response
07/25/2024
We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed your case. Upon checking the booking KHW8M6M2DGTD, you have confirmed a reservation at ******************************** & Suites with check-in on 2024-07-23 and check-out on 2024-07-25. We understand that you were unable to use this booking and requested a refund. We are pleased to inform you that our partner has approved the refund request. As a result, we have processed a refund in the amount of USD256.38 to the original form of payment. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it.
Initial Complaint
07/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hopper committed to a reimbursement for a flight I could not take in ******** and has not returned the money despite multiple attempts (from me) and promises from them to do so. I have in plain text (via chat history) agreeance they will pay.
Business response
07/25/2024
We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed your case. Upon checking the booking H-RBP74NPWK7, I can see that you have three original tickets issued. We are sorry to hear that your flight with ****** airlines was cancelled. We have reached out to the airline for the refund; however, we have not received a response yet. For the time being, I have initiated the process to refund the amount of USD1050.31 to your original form of payment. Kindly note that the refund may take 3-10 business days to appear back on your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set by your bank, and we are unable to expedite it.
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
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.
I booked a flight through Hopper that was cancelled due to no fault of my own. After 6 hours of calling and practically BEGGING for my money back, they agreed to issue a voucher with a credit for the cancelled flight. When I went to use the credit, I assumed if any balance remained after my booking it would remain in my account. WRONG. I booked a new flight that cost less than half the price of the voucher value, and they completely removed the voucher and told me and remaining value was forfeited. This company is a joke. If you use them, you better hope nothing goes wrong with your booking otherwise youre screwed.
Business response
07/15/2024
Thank you for reaching out on the customer's behalf.
Upon further investigation, we have found that we sent an email to the customer on May 30, 2024, confirming the issuance of her voucher from her canceled flight. The email also included all the necessary information regarding the Hopper voucher. We are confident that the customer is aware of how the voucher works, including the process for cases where the new booking is cheaper than the available voucher.

However, as a valued customer of **********************, we have made a ONE-TIME COURTESY to reissue her voucher for $125.99. This voucher will be available in the customer's ********************** wallet within 24 hours.

Here are some good things to know about the Hopper voucher:

$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 90 days from the issue date;
Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
More details on vouchers can be found in our FAQs and Terms & Conditions.

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ComplaintsforHopper USA, Inc.

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