ComplaintsforKirtland Air Force Base Force Support Squadron

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Disneyland tickets totaling $720.00 in February 2020 for our trip scheduled in April 2020. Due to the COVID-19 pandemic we weren't able to take our trip. Due to the uncertainty of the future due to COVID-19 in December 2020 we decided to request a refund. On 4/15/21 i received a call from the Kirtland ITT office that my refund was approved and will be processed. A month ago i called Disneyland because my tickets disappeared off the app and they informed me that my tickets were canceled and a refund was approved to the main Military ITT office. I then called Albuquerque's ITT ticket office and the manger named Tye told me that he would look into it. Throughout these past 5 months i have been getting the runaround from Tye and his staff saying that they only receive lump sum payments whenever the main office feels like it. I requested the main military ITT office's phone number numerous times and they refused to give it to me.

  Business response

  12/29/2021

  Responding to ****** ******** complaint
  
  We are the wrong business that Mr. ******** is submitting a complaint against. He should have been sending a complaint to Disney and not our ITT office.
  
  First things first, Mr. ******** was lucky enough to even get a refund accepted by myself as  he came in requesting a refund past the cut-off date. These were the guidelines that came from our agency and Disney, but as a caring manager I am I fought through the process to ensure Mr. ******** gets an approval to get a refund which he did. He even signed a paper from us that all sales are final. Theoretically speaking, a refund was not an option for Mr. ********, but as mentioned I was nice enough to get through. 
  
  Once Mr. ******** was approved for a refund, we had to wait for funds to be released from Disney to our agency then to our accounts to refund customers. Mr. ******** was the last person to submit to a refund request, there were others that have been waiting for refunds for a long period of time. Mr. ******** kept calling our office almost on a daily basis to cuss out the staff and threatened them. The fact that he stated in his statement that we refused to give him our phone number, he had our phone number the first day he step foot in our office as we provided him with a business card. He can also access all of our contact info online. Mr. ******** has been informed multiple times that he is approved for a refund but we are waiting for funds to get released to us before he can get a refund. Although he mentioned that Disney stated funds were released to us, that could’ve been true but Mr. ******** should have been aware how the military works that they go through a whole process of verification, especially when it comes to $$. Mr. ******** was also informed that we were not the only base waiting on funds, once the new batch is ready to be released, the air forces releases it all at once to all the bases. Therefore, Mr. ******** was not satisfied with that, he kept calling and say rude things to my staff.
  
  Mr. ******** had a theory that if he keeps calling and demanding his refund from us that will speed up the process and get his refund as quickly as possible which he was very successful at. All other customers before him were still waiting while Mr. ******** received his before everyone else that has been waiting to get refunded. I hope he does not do this with other business as it is not a great reputation for someone who served our country. Mr. ******** is no longer authorized to utilize our ITT office.
  

  
  

  Customer response

  01/04/2022

  Complaint: ********
  
  I am rejecting this response because: the majority of their response is lies.  The ITT office never contacted me that refunds were an option, I just happened to call and inquire about getting a refund and they told me they had called everyone that purchased DISNEYLAND tickets.  I never received a call.  The ITT office manager instructed me to call every week for a refund status update which I did.  Every time I called the ITT office staff were very rude to me and not once did I threaten or cuss them out.  I think waiting 6 months for a refund is ridiculous and unacceptable considering Disney told me they issued a refund to the appropriate office months earlier. I asked numerous times for the main ITT office phone number handling and dispersing the refunds and they told me that they can’t give me the phone number.  Not until I made a complaint with the BBB a couple days later i miraculously got a call that my $720 refund was ready.  I will never do business with this ITT office again as their staff and office manger are very rude and make up lies. They totally mishandled my refund and I feel bad for the others who still haven’t received their hard earned money and keep getting the runaround.  
  
  Regards,
  
  ****** ********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩