ComplaintsforIHOOT Foundation, Inc.
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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On june 18, 2023 I applied for a retreat per their website and paid the fee of $129. Their site says 12 weeks to hear anything back. I have yet to receive any correspondence regarding this information and I have sent numerous emails to Phillip ******** ******@ihoot.org as well with nothing. I feel as though they have taken advantage of this and other veterans and are not fulfilling their promise. I understand that things come up but I have not received any response.Business response
01/24/2024
Complaintant received immediate acknowledgement of application submission as well as follow-up messages up to 12 weeks. It's clearly stated that approvals to high demand properties take longer for the Resorts to process and ultimately approve. Although the complaintant never asked for a refund, when the our office was contacted on January 22, 2024, he was notified that a credit had been authorized to the credit card used in the transaction.Customer response
01/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
12/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I applied to use their program and submitted the application fee. I was never provided a vacation. They told me that my application fee could be moved to my next year‘s application. I applied they won’t move that application fee over. I have sent numerous emails asking them to do this. They won’t refund it they won’t respond.Business response
01/07/2024
Customer Complaint: (1) I applied to use their program and submitted the application fee. I was never provided a vacation. (2) They told me that my application fee could be moved to my next year‘s application. I applied they won’t move that application fee over. (3) I have sent numerous emails asking them to do this. They won’t refund it they won’t respond.
IHOOT General Response to Overall Complaint:
The Customer applied his/her digital signature acknowledging understanding the following message that’s clearly stated several times in the Application Guidelines, FAQ’s, Terms & Conditions and again before they submitted their request: “Processing Fees are used to pay (upfront) for work-in-process or for completed work, therefore are non-refundable. However, if the requested locations and/or dates aren’t available, the applicant may email changes using the existing Processing Fee, so it isn’t lost.” They weren’t required to repeat the entire application process.IHOOT Responses to Customer’s Specific Issues:
(1 & 2) The customer first applied on October 24, 2022 (enclosure 1). Due to the dates and/or locations not being available, a notice of non-availability was issued (enclosure 2). The customer submitted a second application on July 25, 2023 (enclosure 3) which is still work-in-progress. The previous Processing Fee was applied to the new request; therefore, the customer was neither required to submit another fee nor was the customer charged.
(3) There were 22 email exchanges between the customer and the IHOOT Vacations for Vets Team. IHOOT responded to every inquiry within 24-hours of receipt including the specific reply to their July 20, 2023, request for a refund: “Per our website, we do not issue refunds. We will maintain your admin fees for your future usage.” That said, the customer’s statements: “I applied they won’t move that application fee over. I have sent numerous emails asking them to do this” are inaccurate.
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Contact Information
1777 Reisterstown Rd # W22 PMB 415
Pikesville, MD 21208-1313
Business hours
Today,10:00 AM - 5:00 PM
MMonday | 10:00 AM - 5:00 PM |
---|---|
TTuesday | 10:00 AM - 5:00 PM |
WWednesday | 10:00 AM - 5:00 PM |
ThThursday | 10:00 AM - 5:00 PM |
FFriday | 10:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.