ComplaintsforFantasy and Creative Tours, LLC

• Initial Complaint

  10/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a retired 76 year old and my husband and I travel in a small motorhome. On Aug 18 I made a deposit to be on the "wait list" for a Fantasy RV Tour. I was told there was no risk by the agent ***** and I could get my Full deposit back at any time. I was not informed of a "processing fee" until I received the receipt....after they had my money for a deposit. Thus I assumed the fee was if you had a confirmed registration - not just on the "wait list". Aug 28, just 9 days later, I cancelled my "wait list" position because of a family event conflict. I requested my full deposit refunded and was told they would keep $89 processing fee. ***** kept stating I would get a FULL refund - so this refund would be partial. After many emails, the agent *****, on Sept. 1, 2023, said she would submit my cancellation for the "partial refund" insisting that in her 22 years Fantasy has always charge $89 processing fee, as if this was an explanation for why she lied about the refund and I should have known this. Again, she did not inform me this was the case before taking my deposit. According to ************ was supposed to received the balance of my deposit by check 30 days from her submitting the cancellation (9-1) It is now Oct 9, and I have not received a refund --a check for my deposit which should be in full, $1993.25 but according to ***** after $89 processing it would be $1904.25. I have a full history of the exchanges uploaded below. This company does not seem to have a business phone number to contact and the phone number is answered by the same agent, *****, who apparently is refusing to send my refund.

  Business response

  10/10/2023

  There is an $89 processing fee for ALL registrations. This is on our website; on the Terms and Conditions everyone must agree with to make a booking and, on the statements, (which are sent after the registration is processed). The customer believes that they don't have to pay the fee because they never registered for the tour, but they did. Registrations include the standby list, as we take a 15% deposit by CC. Our tours are popular and fill up fast, so to be on the standby list they must register to be on the tour. The $89 processing fee is to pay for the work that is done to process the booking and get them on the list and to help cover CC fees. All phone calls are recorded and have been reviewed. Our representative, *****, correctly stated that the 15% deposit would be 100% refundable. It is refundable and is being returned to the customer. The non-refundable $89 PF is paid at the time of booking and is not part of the deposit.

  This customer spoke with our **************** Manager, ******, today *********************** confirmed we had the correct address and informed her that her check was sent via **** on 9-29-23. She was asked to wait until Friday for it to arrive,as mail has been slow, and it is a national holiday weekend. The customer agreed to wait until 10-13-23 to receive her check. 

  The customer also claims we do not have a business phone number. It is on the top left corner of our website fantasyrvtours.com and is **************. She was also given the DIRECT number to our **************** Manager, so I am not sure what she is referring to. She says we don't have a business number, but also that the phone is answered by ***********

  We are truly sorry that the customer was confused and thought the processing fee was refundable. We have had the same process for decades,but we are making it a policy to be even clearer during the reservation process to avoid this type of confusion in the future.

  Customer response

  10/10/2023

   
  Complaint: 20714103
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked an RV rally for October ****. We had to cancel due to circumstances beyond our control. We contacted the Fantasy RV tour company within the allotted contract time. We paid a $479.25 deposit and understand there is a $99.00 cancellation fee. They were supposed to send ** the balance refund of $380.25 but never received it. We cancelled the beginning of May 2023. I called and spoke with *******. She informed me that the check has not been sent out as of this date, June 14,2023. They would not credit our credit card that was used for the payment and said they refund by check only. They did not offer any reason or explanation as to why. We would like to get our refund. Thank you.

  Business response

  06/14/2023

  This is nothing more than a clerical error and the check is being sent out ASAP.

  The customer was incorrect about the fee. It is $99 per person, not $99.

  Checks are always mailed out 30 days after the refund process is complete, so the customer's check will only be slightly late, as we are not waiting another 30 days.

  We never refund by credit card and never keep any credit card information on file.

  We are truly sorry for the delay and it is being remedied.

  Thank you.
  

  Customer response

  06/15/2023

   
  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

  05/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This past fall of 2022 my friend booked a Fantasy tour to take place Dec 23 - Jan **** and sent me a link to join them. I immediately filled in the information and sent it to Fantasy. The day I booked, a Fantasy sales rep called and asked if we wanted to go on a side trip to ******. I told her that we were traveling two other couples and I gave them the full names of our friends and we go with whatever side trips etc they had booked. I would like our rigs to be parked next to each other. She agreed. The problem came when an RV host called and we learned we were in the wrong year. I immediately called the company, stating that I had made it very clear on the day that I booked, that I was joining friends and once again gave their names. I asked that they keep my money and move me to the year I intended to book. Calls dragged on as various sales reps tried to talk me into going on the trip without our friends. They also threatened that I would lose 30% ($1,600) of the entire cost and would pay a rebooking fee of $90 if I didn't go on the 2022 booking. Again, I was not asking for my money to be returned, just move it to the following year as intended. After months of back and forth I got a message from the owner of the company that they would split the difference with me. I am a long time business and community leader in ********* and simply cannot believe that this company wouldn't keep me as a valued customer and move my funds to the year I planned. They would have had a very happy client who would have nothing but good things to say about their business practices. The same day I paid, the agent should have been forthcoming and told me the mistake right away so that I could have rectified the situation. The agent was disingenuous at best, instead of letting me know that I had the wrong year, she chose to string me along, letting me believe I was with my friends. It would have been simple for them at the first day. to move my funds to the correct year as was intended.

  Business response

  05/31/2023

  We have had many conversations with this customer about their booking. We record all of our calls. I have personally listened to the call with our rep that was following up with the online booking. Although the customer did say she was traveling with friends (only 1 is mentioned in the call), we do not check to see if they are all booked on the correct tours. Our representative was following up as we do with all online bookings to see if there was anything else we could help with. The representative did not see that she booked the wrong year and decided to "string them along". The customer being on the correct tour would have been exactly what we would have wanted also. 

  The customer also received multiple emails from us. All of these emails had the travel dates on them. They include the original statement, the customer travel packet (Nov 1st) and the welcome packet.

  Because this was a Rose ****** booking and the customer didn't notice the mistake until it was within 30 days, we lose out on all the tickets and campgrounds that we booked for them. We did not have anyone on that short notice to take the spot. At a 30% fee, we are still losing money for the mistake. We did try to get them to ask their friends to move their 2023 to 2022 because we could do that without a big loss. We did NOT have several people calling the customer to make different offers or to talk her into anything. They called us many times and we did our best to work something out. We did also offer to split the fee with the customer. That would be at an even further loss to us. We are tour coordinators and pay on the customers behalf. We don't own the campgrounds or vendor locations. That is why our fees are as they are.

  So I know it seems reasonable to just "move" the money to the next year, but that is not possible when the money was spent.

  We have spoken with the customer many times and we are sadly at an impasse. The best we can do is what we have offered. 
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/12/2022 Ultimate 61 day RV Tour to ******. We went on this expensive 61 day tour & got a low budget tour. The wagon master was thrown in at the last minute, he had never been to ******, he was never a wagon master before. He was very short & less then accommodating when asked question, which he had no answers because he has never been to ******. His wife was suspense to be a cook but the meals were less then acceptable. Fish one night but nothing for those that dont eat fish. Gluten people were only given a desert at the first 2 meals then nothing. Chicken was ***** pot cooked but nothing for those who dont eat chicken. Cookouts were canceled, a $400 day trip was canceled, we are suppose to get that as a credit for that, but after this thats not acceptable. This was a once in a life time tour for us & many things were unacceptable. Fantasy used poor judgement by sending people not prepared to do the job. If I wanted to tour ****** alone I would have done that. I thought I was getting a confident, knowledgeable friendly & social wagon master & got nothing. We had to provide our own plates, silverware, drinks, napkins at all meals, unacceptable at this price. No water or soda was provided on our 1 day trips. Fantasy really screwed up. This was less then a fantasy tour. Give me some money back, a gas gift card, something to take this negative feeling out of my mouth. I dont need credit for another trip, it wont happen. I would never tell anyone to use Fantasy Tours. Many of the campgrounds were unacceptable, one has been closed since 2019, but yet the put us there. Garbage was piled up all over. We were suppose to have a cookout. Deck hasnt seen any usage since 2019. Grills were dirty & no propane we had to provide our own. Not acceptable. Fantasy has failed us on this trip. They need to be held accountable.

  Business response

  11/02/2022

  Sorry for the delayed reply to this complaint. We usually address any issues right away but missed this somewhere along the line. We have talked with this customer multiple times to resolve the issues they had, but the resolutions are unacceptable to this customer The resolutions we came up with were accepted by the 24 other rigs on this tour. I will try to cover most of what was addressed here in the space provided.
  
  We did have a major medical Issue with the original Wagonmaster for this tour. We had the choice of postponing it again or moving forward with a new Wagonmaster. We assigned an experienced Wagonmaster that had not been to ****** with a Tail gunner (assists the *** that had been to ****** before.
  
  The meals that we provided were the same meals that we have done for years on this tour. It is unfortunate that they were not happy with the meals, but this was a standard set of meals.
  Meals were never canceled but we did have to reschedule some due to the weather.
  
  We did not cancel a $ 400-day trip. It was a ferry and train that were canceled due to the weather. This was at the end of the trip, so it was impossible to reschedule. Everyone was given the same credit of $400 and this is the only complaint.
  
  We did have special rules we followed, being that this was the time of Covid. It is for that reason that we had to, of course, have everyone provide their own plates, utensils, etc. Public grills were also not usable because of Covid.
  
  We are tour coordinators and organize and lead these tours. We do not own or operate any of the properties, campgrounds, restaurants, etc. For this reason, it is in our terms and conditions that the customer agreed to, that we have the right to change/substitute anything from meals to dates to routes, etc. It is all on our website here: https://www.fantasyrvtours.com/Terms-Conditions
  
  This customer has a $400 credit on their account for the missed ferry. It can be sold, gifted, or used on any future travel.
  
  We are truly saddened to hear that the customer is so unhappy with this tour. We truly did our best in the current set of circumstances to make everything right by our customers. Unfortunately, we do not have any control over the weather or other uncontrollable events that happen on a tour the size of this one. We can only adapt and improve as we go.

  Customer response

  11/02/2022

   
  Complaint: 18143251
  
  I am rejecting this response because: first of all stop using COVID as an excuse. Restaurants are open, businesses are open, excuses not excepted. Second the wagon master was not experienced, he had never been to ****** himself and had never been a wagon master.  He was ver snappy when asked questions, no personality or willingness to help us find things in ******. He didnt know. I have talked to others who have been of Fantasy tours and expressed that some meals were ok but most were not satisfactory. Yes meals were canceled and not reschedules. Never has a blueberries breakfast or any other breakfast. Meals cooked in a crockpot are not worthy paid for meals, we were suppose to have cookouts.For the price we paid this was a far from satisfactory tour. I have arranged tour for far more then 50 people and I would never give people a meal like this. People expect good things not a low budget tour.This was a once in a life time tour for us and just a credit for 1 canceled day is not acceptable. Fantasy it was not. Once again I paid for a Hyatt Motel Fantasy and got less then a Motel 6. Fantasy should be ashamed. Tour books are way out dated, fuel stops dont exist, restaurants are closed. Again dont blame COVID, get out there and check thinks out. Stuff does change from year to year. If Fantasy can put candy in a bowl to pick out and use candy as bingo dots then I expect they could buy plates & silverware for us to use. The price doesnt say I bring my own.  Unacceptable. Using COVID is a cop out, telling me they couldnt check things because they couldnt cross boarder, cop out. We all crossed. Fantasy should take the time to check out things and not use COVID as an excuse. Once again for the price we paid this was far from acceptable. Fantasy get off your as.... and take the tour yourself, things are poor. I realize camping in ****** is low grade but having a closed campground since 2019, locked doors, dumpster overflowing with garbage, a deck to have a cookout on that hasnt been swept or cleaned since 2019, we cleaned it, this is nothing Fantasy should be proud of. Why did we always get 15 or 30 amp service & airstream, which only need 30 amp would get 50 amp? Maybe Fantasy isnt paying their bills. My once in a life time tour was nothing I would ever tell anyone to take. Fantasy is nothing to be proud of saying I toured with. Fantasy a low budget tour at a very expensive price. Fantasy you dropped the ball & we got screwed. We would have been much better of if you had canceled our trip. Sending an unexperienced wagon master was a BIG mistake. The tail gunner tried very hard to help him but he was unwilling to accept help. He was the big cheese & let everyone know that. Believe me Fantasy I am not satisfied with your decision.  Thank you ***********************
  
  Sincerely,
  
  ***********************

  Business response

  11/03/2022

  As we stated previously, we have talked with this customer several times about these issues. 48 of their fellow RVers have understood and accepted our offer. We can't erase that Covid happened, I wish we could. There is nothing further to say. We again, are a tour coordinator. The issues that forced us to make changes would have all happened. We don't own or control any of the properties or campgrounds we visit. Most of the money that a customer pays is passed on to our vendors (as we are the coordinator). We understand they do not accept our offer, yet a credit still remains on the account that they can sell, give away or use. It is the best we can do. This is all in our terms and conditions, which exist because things like this do happen. It is rare that we have to make changes, but we don't control the weather, vendors, campgrounds, etc. We plan the tours, make all the reservations on behalf of our customers and lead the tours. I'm sorry the customer is upset, but this is all we can do under the circumstances. Thank you.

  Business response

  11/22/2022

  There is literally nothing else to say that has not been said.

  To restate:
  1. We are a tour coordinator, the majority of the money paid passed through to venders, campgrounds and staff. Their are no refunds for this tour beyond the already given credit.

  2. Customer can say Covid doesn't matter, but in reality it did. 

  3. Wagonmaster WAS experienced, but had not been to ******, but the Tail Gunner (2nd in charge) had been to ****** before, they were not ready to take the Wagonmaster position at that time..

  4. It may not have been optimal, but the customer saying they got "nothing" is just not true.

  5. They went to ******!. All 12 ****** trips had similar cookout type meals. The meals were very similar and are the standard. It is spelled out in our Terms and Conditions that we have the right (and must at times) make substitutions.

  6. Everyone else on the same tour is OK with the outcome. 

  I know the customer keeps reopening the case, but this isn't going to go anywhere. We have completely laid out where we stand. We have talked MANY times with this customer and we have explained all of this many times. 

  If there isn't anything new that the customer has to say, please close this case again. Thank you.

  Customer response

  11/28/2022

   
  Complaint: 18143251
  
  I am rejecting this response because: Fantasy did not live up to the exceptions they send out. Inexperienced wagon master is just wrong. We never would have gone if we knew the wagon master had never been. I could have done what he did for a lot less money. We should have been given the decision to go or not. Fantasy didnt have that right. I have done many tours& you dont send someone unqualified. Shame on Fantasy. Just because the are a big company and I am an individual, doesnt give them the right to take hard earned money from us. Shame on Fantasy.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked our Fantasy, 50 day Alaska trip on 8/26/19. It was paid by 4/26/20. (Attach). We called to cancel on 4/26/22 when my husband was told he has stage 4 esophagus cancer. Our doc told my husband that he will not be going anywhere. We called immediately, they would take 20% of the full tour price and a refund for the rest. Yes, I was told a refund in 30 days. We were disappointed. We asked if they could fill our spot and they said "NO". Devastated, we emailed our Wagon Master (attach) immediately to let him know. His comment, " They have found someone on standby and they were extremely happy to join in on the tour." So Fantasy lost no money with us leaving. In fact, they got almost $2000 from us and they got to charge that couple more money than we paid, which was close to $3000 increase. They lied. In our contract that we signed on 8/26/22 this is what we agreed to- We canceled on day 45. *59 to 30 days prior to departure: Cancellation fee of 20% of the full tour price (excluding discounts) will be imposed. Any remaining monies paid will be refunded. The tour was canceled 2X's, in 20' and 21', because of Covid, then moved 22'. We waited 3+ yrs. and could not be more excited to go to Alaska. First, the so called covid policy has no bearing, as this trip was purchased on 08-26-19, which means the policy in effect that date governs. This Policy at that time didn't even mention travel credits, refunds only. You can't change the policy after the sale and then expect to enforce it. This cancellation has NOTHING to do with any new later Covid policy. We are expecting a check for $7427.20 because that is what we signed up for and agreed to. They said we have to take travel credit. First, we can't leave now. We have a friend that is traveling w/Fantasy to give them credit. They said no, to giving it to them. It has to be a new tour. WHAT? Money for money? Fantasy has changed their rules only for themselves & we proved it. Just send the refund!!

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/13) */ I have reviewed the customers case and we have come to a mutual agreement. Our policies that they stated are correct. We are a tour operator and coordinator (middleman when it comes to campgrounds, tickets, etc). We pay vendors on a customers behalf, so we do not have the customer's funds to give back in most cases. When Covid occurred it fell under Force Majeure and venders also gave us travel credits. I understand their anger when told that we had replaced their spot on the tour. Unfortunately, the customers were incorrectly informed that a replacement was found for their tour by a tour leader (Wagonmaster). Our Wagonmasters are NOT employees of Fantasy RV Tours, but well trained sub-contractors and do not have access to our office records. The tour in question ran with 3 empty spots. We wish these customers the best and this matter should be closed with a satisfactory outcome.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a Fantasy RV Tour (*************) 15 Day Polar Bear Migration on 28 JAN 22 and paid a deposit of $1,528.25 via credit card. Our sales person was Jasmine F***** (702) 960-4870. We asked to cancel the trip the next day, but agreed to "shift" the tour to another and wait 30 days to reconsider and cancel any trip. We contacted Ms. F***** on 10 MAR 22 to confirm the cancellation and was told that a refund check $1,389.29 would be mailed in 30 days (company policy). On 7 MAY 22 Ms. F***** told me that yet refund check was mailed on 29 APR 22. Today (17 MAY 22) Ms. F***** told me to talk to the USPS...probably the check was lost. She confirmed that company policy is NOT to refund deposits via a tracking means. We believe that the current "delay process" of Fantasy RV Tours refunding deposits is not customer friendly and that the company should be advised by the BBB to be more efficient in their practices. We want our deposit refunded ASAP.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/19) */ We are sad to hear that a customer is not happy with the speed at which the post office is delivering their refund check. It is not cost effective to *****, *** or ************ or **** Signature Request the mailing of refund checks. We do know that the **** is moving much slower because of staffing shortages across the entire country. The refund process we have in place has been so for over 3 decades. Although not everyone likes our refund check policy (Credit Card merchants charge 3% to refund to a card), it is a way to keep costs down so we can offer people a trip of a lifetime at the lowest cost possible. I hope our customer can understand that we wish we could speed up the mail service, but it is out of hands. If the check doesn't arrive after 30 days, it is considered lost and we will stop payment and reissue a new check. We hope to see them on a trip in the future and accept our apologies for the extended wait. Consumer Response /* (3000, 7, 2022/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. As stated in my complaint, the sales rep Ms. F***** informed me that the refund check was mailed on 29 APR 22. THAT IS NOT TRUE. The check was printed on 15 MAY 22 and postmarked 16 MAY 22. I received the check on 18 MAY 22. This had nothing to do with the ****. It appears that the Accounting Office and the Sales Office are not aligned. I don't like being misled when it comes to financial matters. 2. The Company says that they don't refund deposits via credit card, however they certainly receive payments via credit card...seems like selective accounting to me. 3. We live in a well-known rv community of about 200 homes. Many of our neighbors travel with Fantasy RV Tours. I don't typically hear ANY negative comments about the tours and hear ONLY positive comments about the tour leaders. 4. I believe that my sales rep Ms. F***** did a good job on my case, but the company policies and the miscommunication between departments needs to be addressed. 5. Currently I will hesitate to sign-up for another tour and will only relay the facts when asked about my experience. Business Response /* (4000, 9, 2022/05/24) */ I see now. I thought you were still waiting on the check. Although we do have different departments, we all look at the same information in Salesforce. It does show the check was printed and mailed on 5/15/22. I am not sure what Ms. F***** was looking at. Your check should have been mailed on May 4 2022, so the accounting department did fall behind. We don't issue refund checks until 30 days after cancellation, so I'm not sure what Ms. F***** was looking at. She was likely not on the right account. We truly are sorry for your trouble in getting your check in a timely manner. We assumed it was a postal issue, as we have been consistently been dealing with a slow ****. We will discuss this matter with Ms. F*****. Thank you again for choosing Fantasy RV Tours and we hope you will give us another shot, as we always aim to give all our customers the trip and experience of a lifetime. All the best to you!

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked an RV Caravan trip to Canada/Alaska prior to the onset of Covid. Trip date was 6/20/2021 thru 8/6/2021. We made our monthly payment each month ($463.41), starting 8/2019 thru 3/1/2021. We continued to ask Fantasy (Ashley) the status of our trip since the Canadian border was closed and were continually told, they were working on it, waiting for a decision from the Canadian govt. In April 2021 we were finally told by Fantasy (Ashley) our trip was postponed and would we like to go, the same dates in 2022, which we agreed to. As of this date, the Canadian border is closed again to tourist travel and it is unknown when or if it will be opened, per the Canadian govt website. We want to cancel and are now told our only refund will be in the form of travel credit which is unacceptable. The original cancellation/refund policy when we booked this trip stated 90% refunded plus $250 travel credit if cancelled 149-90 days prior to departure. Since our departure date is between these dates, 90% should be our refund. Fantasy is trying to force us in to using them for any trip to use what we've paid them. To me this is a "bait and switch" method of avoid a "real" refund. We feel our refund should be $7,924.31 plus the $250 travel credit. I would accept the requested refund amount without the travel credit as a fair settlement.

  Business response

  02/22/2022

  Business Response /* (1000, 5, 2022/02/01) */ The Canadian border is open, so we are not sure where they are seeing that. We are also looking at the Canada Government website. Their is a trucker protest going on right now over mandates in Canada that is looking up some border crossings, but it is Feb 1st and the trip is 4 months away. We are confident the borders are open and will remain open, outside of some new variant pushing the world into lockdown again. All funds for trips that Covid affected are 100% travel credits. We are a middleman for all the campgrounds and vendors. On a big trip like this, money is paid out far in advance. We were also given travel credits from our Canadian vendors. We did lock pricing with travel credits and if they take the tour are paying a much lower price to go than if they booked today. Consumer Response /* (3000, 7, 2022/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We booked our tour in August 2019 for a trip in June 2021, received their email registration and payment receipt, with their Standard Refund Policy, and began making our monthly payments as requested. In the Fall/Winter of 2020 I began to question them regarding the status of the trip due to Covid-19 pandemic and border closings and was told the trip was still on. In the Spring of 2021 I continued to question them regarding the status of our trip and was continually told "we don't know". In April of 2021 we were advised the June 2021 trip was cancelled and we had 3 options: request a refund at a reduced amount, take a travel voucher for another trip with Fantasy RV, or take the same trip to Alaska on the same dates in 2022 at no additional cost. We chose to take the same trip a year later. Now with the uncertain ty of the 2022 trip because of continued Covid-19 outbreaks, we wish to cancel and get our partial refund as we were told we could do back when we signed up for this trip in 2019. It should be noted that Fantasy RV cancelled the original trip, so this is the first time we wish to cancel. Business Response /* (4000, 9, 2022/02/04) */ We are not offering any refunds on travel credits, unfortunately. When you decided to take the offer of the new tour and keeping the pricing in place, we converted everyone that took that offer to non-refundable travel credits. This was to protect our customers and ourselves during a worldwide lockdown. Travel credits are spent money with a vendor and we do not offer it for refund for that reason. We are a tour company that pays vendors way in advance to lock down all the wonderful places, campsites, excursions and events. You do have a 100% travel credit that you can use on the current trip (at no added cost to you), you can cancel and have a travel credit on file, or you can switch to any other tour(s) we offer. We are also allowing customers to sell their travel credits to others. I hope you understand and will take this opportunity to get out there and enjoy many of the wonderful tours we have available, even if that may be in 2023 or 2024, when you feel comfortable traveling again. Consumer Response /* (4200, 11, 2022/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I understand there response, before I accept there resolution, I would like to know why when we accepted the tour this year (2022) at the same price and dates as the original tour in 2021, we were not told if we did that, our previously made payments would be converted to non-refundable travel credits?? and would not be able to obtain a monetary refund? Business Response /* (4000, 13, 2022/02/15) */ Sorry if that was made 100% clear when we spoke on the phone with you. All calls are recorded and I will look back to see if the recording is still available. When Covid/lockdowns happened, it was our only recourse to protect ourselves, and more importantly our customers. The Travel credits allowed us to keep the pricing the same because we were using the credits we received. Our travel ambassadors were instructed to let everyone know that it would transfer to a credit, which would lock the pricing. We also changed our website with a big banner across the top highlighting this new policy (It is no longer there). We tried to be as transparent and clear as to what was happening. We truly are sorry if you felt you were not properly informed. We were doing everything we could to keep the doors open and protect everyone's money they invested in travel with us. We truly hope you will choose to travel with us again and this doesn't leave a bad taste. So many places closed their doors and walked away. We stayed open and available the entire 18 months without running a single tour. People that sold there RVs or can't travel anymore sold their travel credits to people they met on tours. Although we can't help you sell your travel credits, we will help get them transferred to someone else that may make use of them. You can call and talk to any of our Travel Ambassadors to get all your options. Thank you for choosing Fantasy RV Tours and we sure hope to see you out there with us again in the future. Consumer Response /* (2000, 15, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I will accept their resolution, Fantasy RV needs provide the options available when changes in travel conditions occur in a clearer understanding for the customer, so the customer is fully aware of their options.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  canceled tour 10 months before start date. Promised refund after 30 days. Going on day 40 and still no refund. People don't answer emails or phone calls. Feel like all fees should be waved due to difficulty in getting my refund.

  Business response

  11/17/2021

  Business Response /* (1000, 6, 2021/11/16) */ Check was mailed on 11/10/21. They have been refunded. There is nothing further we can do. If they do not receive the check, they will have to let us know. Consumer Response /* (3000, 8, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) 11/17 and still no check. Will verify the date on the check and post mark and update as necessary. Consumer Response /* (2000, 11, 2021/11/17) */ Check WAS NOT sent on 11/9 as stated. It was cut on 11/9. Postmark is 11/13 and received on 11/7. This matter is closed, but the complaint needs to stay to assist others when considering booking with this company. Thank You

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 20 I called Fantasy RV Tours to join their Mississippi Run Tour and was told it was full but could be placed on standby for $1438.25, which they immediately charged to my credit card. On September 16, eight days before final tour departure, with little time left to prepare for an opening, I called to cancel and request my refund. I was told it would be sent after 30 days minus a $89 processing fee. After 45 days and multiple calls to Fantasy, I still do not have my refund.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/03) */ Our best guess is the mail is delayed. The check has been mailed and customer should receive it any time. We are sorry for the inconvenience, but we did send the check as promised.

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