ComplaintsforTravel Advantage Network, Inc.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased this vacation package in 2009, in 2019 I was convinced that we would use this vacation package more and benefit from it if we became VIP members. We were told that we got discounts on airfare, hotels & resorts. So far every time we go somewhere we find a better deal online, through somewhere else, but never with TAN in which I'm paying for to have these benefits. Someone please explain that to me. Your late on your payment they don't have no problem call about that but can't get a return call to resolve my issues with your company. I called a spoke with Lakindra to my knowledge a manager and we scheduled a phone meeting for Jan 25 @2 to speak with both me and my fiancé in which he took off of work to make himself available for no one to call. I called @2:37 & 3:29 to get no return call not either a email apologizing.

  Business response

  02/14/2022

  Business Response /* (1000, 6, 2022/02/02) */ We have been in contact with this consumer and have done everything we can to resolve the issue based on the pieces that we own and are responsible for in the relationship. I am sorry to hear that LaKindra missed her commitment on timing initially.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are trying to cancel our contract. We have never used any of TANS services and was told that we need to pay them in full before this can be done. I want the contract cancelled. It would be nice to be refunded our money but at this point I just want everything cancelled. Like I said we have never used any of their services and do not intend to.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/01/20) */ RE: (EXTERNAL)We received a complaint # XXXXXXXX on your business External Inbox Scott F. 8:52 AM (6 hours ago) to me Good Morning: This is a sales issue regarding their payment to them and has nothing to do with TAN. TAN has no involvement in that payment, balance and/or the decisions related to the request from this consumer. This consumer called TAN and spoke with an agent that referred them to the appropriate people. Based on the notes, the consumer spoke with someone on that side but we do not know the content of that conversation. TAN is not involved in this complaint. Thank you, Scott Scott F. Travel Advocate President P 800.223.0088 x **** *********************** PlanWithTAN.com ****************************************************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company called to "up" our plan to VIP. They charged us $6500 (approx.) to up to that plan. Then they had us sign paperwork. Well in that paperwork we were unable to read, it also had a monthly fee of $39.xx. They did not advise us of the monthly fee. I now feel they have used practices that are crappy to swindle people out of money.

  Business response

  02/10/2022

  Business Response /* (1000, 6, 2022/01/21) */ RE: We received a complaint # XXXXXXXX on your business External Inbox Scott F. Thu, Jan 13, 2:08 PM (8 days ago) to me Good Afternoon: This is a sales complaint. TAN is not in the sales business and has never sold anything to this consumer. Thank you, Scott Scott F. Travel Advocate President

• Initial Complaint

  01/06/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Plan with tans vacation spots are sub par last place tiki village in Orlando had stains on the carpet torn screen door etc. this has been recurring in all there places. There yearly fee is not worth the recurring run down properties. I want to cancel membership. I won't hesitate to call the federal trade commission.

  Business response

  01/21/2022

  Consumer Response /* (2000, 6, 2022/01/10) */ I Spoke with Lakendra from travel advantage network and she assured me that they would proceed to get with these properties and make sure they are right which is all I want for any future travel advantage network customers so I consider this case resolved thank you

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a TAN vacation plan 26 years ago. Since then I have only been able to book maybe 4 vacations (I have 10 left). 1 vacation was a St Lucia property which was closed and it cost me $8k to last minute book at a resort. Another condo was dirty in FL. Finally happy with a week I had this year in Wildwood, NJ and I can't find any Wildwood properties next YEAR. They are earning interest on my money and giving me no way of cashing out. Second issue, the property search engine falsifies availability. I just searched for properties Wildwood for May 22, it says they are available. You click on the property and go to book - all weeks are booked. Its not a bug, its been like this for years. (example attached). Each year they want a maintenance fee - for what? I have called and complained and every time they promise more availability will open, call back on Wednesdays... talk to so-and-so... I was even told "management doesn't want you to book more than 2 weeks at a time"

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/09/22) */ We are in contact with this consumer directly to discuss the situation and confusion. It should be noted that we would have been in contact with the consumer sooner based on an online review that they left but they did so with an email address and name that we do not have on file. The consumer was also communicating with the sales company instead of TAN staff. TAN will ensure that we assist the consumer in using their remaining weeks as quickly as possible. The consumer is correct that there are varying local regulations that prohibit stays longer than 2 or 3 consecutive weeks. As far as the desired resolution, the consumer has been routed to the sales company as that resolution would be outside of TAN's scope in the agreement.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called to cancel our trip to Maui Banyan scheduled for 9/4-9/11 due to the Governor of Hawaii getting on National tv and urging tourists not to come right now due to the # of Covid cases being higher than they have ever been and the mayor of Maui requesting stay at home orders. Our restaurant reservations have been getting canceled. I would refer to this as an extenuating situation to say the least! We had gotten the vacation protection plan, but even with all this TAN refused to make an exception and give us a full refund. Not to mention no one returned my call, or email and it took talking to many people, most of which should never be in any kind of customer service role, to even get it "canceled" and still be charged a $149 "processing fee". This is incredibly horrible service and flat out sad that we're still in a pandemic, this news comes out and they use it as an opportunity to take advantage of people.

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/08/30) */ We understand that COVID has had a tremendous impact on all of us. Since the beginning of COVID, we have worked hard to find ways to accommodate the needs of all our clients. In this case, the consumer booked this reservation on December 20, 2020 while COVID cases were at a high point across the country. Travel to Hawaii has been in the news since the pandemic started and restrictions have remained at a higher level than any other US state. It is reasonable to assume that this consumer was aware of the risk of a disruption at the time of booking. This consumer booked during a special promotion and took advantage of no cost Vacation Assurance Protection (VAP). We have reviewed this account in detail and have determined that the appropriate decision has been made as it relates to the application of VAP rules. Due to the customer service experience that this consumer describes, we will reach out directly as well to discuss and clarify this decision. Consumer Response /* (2000, 7, 2021/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoke to travel advantage network and they have been able to rectify it be situation.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a scheduled vacation with Travel Advantage Network that was cancelled by the company as Covid forced the closure of the location. I was issued a travel credit rather than a refund, which I accepted. Then the company confiscated the credit as of April of this year. Travel is still restricted due to Covid. I would like my credit restored and allowed to take on my schedule based on current travel restrictions. Or the credit can applied to the yearly fee.

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/08/17) */ We understand that COVID has had a tremendous impact on all of us. Since the beginning of COVID, we have worked hard to find ways to accommodate the needs of all our clients. In this case, with the initial cancellation, we provided exceptions to our policies to help navigate the uncertain environment. Since then, we have worked hard to communicate with our clients that have a pending credit. To date, and prior to the expiration, this client was sent 4 emails regarding this credit to include an offer to apply the credit towards their service fee which again is an exception to our policies. We have no record of communication from this consumer regarding this matter until August 14, 2021. 2021 has been an exceptionally busy travel year for our clients and while there are still some areas with closures or restrictions, that has been a very small portion of the overall destinations. We have reviewed this account in detail and have determined that the appropriate decision has been made as it relates to the expiration of this credit. Therefore we will not be reinstating or refunding the related amount. Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They took my money and did not provide the service. This is not a credit. This is a refund. This money should never expire as they charged it, took it, and did NOT provide the service. There should be no end date for this as the money should have been refunded rather than confiscated. Business Response /* (4000, 9, 2021/08/20) */ TAN has offered the Vacation Assurance Protection product for many years. Each time a reservation is booked, we offer this peace of mind to our clients. When the COVID impacts began, we recognized that none of us could have planned for something of that magnitude. We took the step to offer VAP to all of our clients that were impacted in order to help them navigate the uncertainty. Our VAP rules are included and also available on our website. Consumer Response /* (4200, 13, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My calls a year and a half ago to change a current planned vacation to Mexico. This did NOT discuss any issues with confiscation of credits this year. VAP insurance is for when I have issues, not when the club closes its properties. According to California law, the club should have offered a refund for their closure. I have contacted the California Attorney General and will allow them to follow up.

*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. ↩