ComplaintsforClub Travelo

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was called by club ****** and asked to attend seminar to which I did. It was 60 minutes long. They did not ask me for any money. They promised me one of three deals for vacation package. I chose the ultimate cruise giveaway to which they said included two round-trip airfare I knew about the activation fee, but my brochure states that the airfare is not included, and when I called and spoke with a representative, they claimed that they would correct it and to give them a few days it is now been almost a week and the number that I have called to speak with the same representatives no longer is in service. It claims the line is busy so I cant get in contact with anyone to figure out where my corrected packages And the free round-trip I was promised .

  Business response

  05/21/2024

  Hello ********************, 

  We are following up again to resolve your concerns about the complimentary gifts.  Please give us a call at ************ and we can get everything squared away for your.

  Sincerely,

  Club Travelo Support

  Customer response

  05/22/2024

   
  Complaint: 21607846
  
  I am rejecting this response because:
  I spoke with an representative and I still dont see where the two round trip air fare is included in my package for the ultimate cruise option as promised to us.
  Sincerely,
  
  *******************************

  Business response

  06/12/2024

  Hi ********************, 

  We are happy to assist in resolving the questions and concerns regarding your complimentary travel certificate.  It can be a bit confusing to redeem.  Please give us a call anytime at ************

  Sincerely,

  Club Travelo

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in December I was offered a presentation and a free gift. I attended on Dec. 22nd, 2023, and was originally interested in what they are offering. I signed up, with the knowledge I had 3 days to cancel. Well, the weekend came, and I was not able to reach anyone to cancel. Monday was Christmas Day. This was day 3. I was unable to contact anyone in their office. Understandably so. However, I have made attempts to contact afterwards, and no one will answer my phone call. This is ridiculous. I am being charged for a service I DO NOT WANT and was denied my right of cancellation. FURTHERMORE, they never verified my financial information, and I never received my gift for attending said presentation. I just got off the phone again, (now in April of 2024,) and surprise surprise there is no answer on their end.

  Business response

  04/03/2024

  Thank you for the opportunity to respond to ************************ concern.  Per the terms of the Purchase Agreement, all cancelation requests are to be sent in writing to ********************************** within 72-hours of purchase.  Of course, any day in which Club Travelo is closed would extend that period accordingly.  Unfortunately, we do not have record of a cancellation request from ******************** to ********************************** within the extended 72-hour rescission period. With that said, we are happy to research this request for ******************** if she can forward such documentation to ********************************** to support a cancelation request received within the extended 72-hour period. ******************** can also send proof of any monthly payments made, as our records indicate the only approved payment was made on December 23rd, 2023 for her down payment.  All subsequent payment attempts to fulfill her contractual obligation have failed.  We look forward to resolving this concern for ******************** and await further documentation.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attended a presentation on March 10, 2024 and join because of great benefits that was promised and free vacations. However when I was reading the terms and conditions, its not really free but you have to pay certain fees like $100 plus shipping of $9.95. In addition, when I got my log in, we booked out first one to ****** through the website and saw a great deal for the hotel -**************. We choose the exact tower and pay the amount specified with a great savings of almost $500. After we paid the reservation, I called the hotel myself to make sure it went through . And yes they said they are showing reservations and on the exact location . Couple hours after I called the hotel , I told my friend to call as well and then she found out we were moved to a diff tower and they told us to contact Club Travelo. I contacted them 3 times with no resolutions. They keep on telling me that they will contact me and they submitted an investigation with their IT ***** I called and texted my Sales rep to further assist and he said he forwarded it to his supervisor. But no one contacted me to resolve the issues. I called my bank to dispute the $1489.50 down payment for the subscription and I emailed them to cancel my subscription with no penalty . Until now nobody contacted me. I cancelled also the reservation for the hotel. Another thing is I try to book international bec they said its only $800 for business class for Korean air but I dont see it in the website. Its all regular price. I told the Sales rep about it and he said he will check with his supervisor. With all this challenges , I think I got scam and I wanted my money back and cancel my membership without penalty . I purchased the 3 yrs for $4995 plus $159 annual renewal fee. I dont want my credit be punished because of non payment-monthly $97.13 for 3yrs. I want my money back with no penalty and no responsibility.

  Business response

  04/03/2024

  Thank you for the opportunity to respond to ****************.  We have been in communication directly as **************** has spoken with several team members numerous times.  Our goal is to resolve her concerns as quickly as possible and look forward to assisting her in how to book travel directly and with our team.  As also mentioned in the direct communication, she can schedule an onboarding session anytime at www.clubtravelo.com/onboarding.  

  Customer response

  04/04/2024

  Good morning. 
  I spoke with someone ************************** yesterday and he understood my concerns and frustration with regards to the challenges I had with being a member of Club Travelo. He asked if who was my Sales Rep who did the presentation and explained about all the benefits I will be having being a member. One of the main reasons I joined is the flight-tickets (international) particularly going to the Phils as my mom and mother in law goes on vacation every year, The Sales Rep ******************** told me and my husband that it will only cost $800 to fly business class not economy. This made me and my husband decided to join. Per my conversation with ************************* yesterday , he said that they dont have much commission on flights. He offered his assistance to book upcoming flights and he told me to text him the dates . I asked him to send me his cellphone number and email address to provide the info but I did not receive it. I left a message this morning to call me back . I told him if this is not going to work the way it was explained then I have to continue my dispute and cancel my membership without any penalty . 
  thank you 

  Customer response

  04/05/2024

   
  Complaint: 21478943
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 4/4/2024 12:28:38 PM
  Good morning. 
  I spoke with someone ************************** yesterday and he understood my concerns and frustration with regards to the challenges I had with being a member of Club Travelo. He asked if who was my Sales Rep who did the presentation and explained about all the benefits I will be having being a member. One of the main reasons I joined is the flight-tickets (international) particularly going to the Phils as my mom and mother in law goes on vacation every year, The Sales Rep ******************** told me and my husband that it will only cost $800 to fly business class not economy. This made me and my husband decided to join. Per my conversation with ************************* yesterday , he said that they dont have much commission on flights. He offered his assistance to book upcoming flights and he told me to text him the dates . I asked him to send me his cellphone number and email address to provide the info but I did not receive it. I left a message this morning to call me back . I told him if this is not going to work the way it was explained then I have to continue my dispute and cancel my membership without any penalty . 
  thank you 

  
  
  Sincerely,
  
  *********************

  Business response

  05/07/2024

  Thank you for the opportunity to respond.  We believe we had already done so, both with BBB and **************** directly as *** ****** was refunded and her account with ********************** was cancelled on April 8th, 2024.

  If there any outstanding issues we are unaware of, please let us know, as we considered this matter closed as of 4/8/2024.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was approached at Opportunity Village by a sales representative promising a gift in exchange to attend a timeshare tour. I also, had to pay $40.non refundable to hold my spot which was odd. So I paid it and attended the tour. I was asked to provide my mailing address and my gift would be mailed. Than I was advised it would be emailed when reaching out as it had been 2 weeks. During that conversation I asked to reschedule to actually purchase a package. It's been a week after reaching out to them and still no email or mail.They collected money for me to attend. They didn't deliver in their promise as written in a contract after given the opportunity. In reading reviews I am not the only customer that has had this experience with them.I would like to be compensated as agreed if that doesn't happen. I have photos of the booth. I have my contract that was made and will be reaching out for bad faith. My understanding is these companies operate under the department of reality correct?

  Business response

  01/17/2024

  Thank you for the opportunity to respond.

  We apologize for any frustration ************** may have experienced and are happy to assist in resolving these concerns.  ************** contacted us directly with the same concerns and our team has been in communication with her.  Per those conversations, her promised complimentary gifts and $40 (refunded as an exception as her deposit was non-refundable) have been resolved.  The tracking number was provided to her on 1/16/2024 (shortly before receiving this notification):  1ZE362D10341020283.  

  Should ************** require additional assistance, please do not hesitate to contact us.  ****************************** can be reached at ************

  Sincerely,

  Club Travelo Support

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was at the Women's Expo in Phoenix. A representative of Club Travelo asked me to attend a information session on Sunday 10/5 at 2 pm and took a live check from me for $20 as ******* money that I would in fact attend and would receive back when I showed up.I did go and attend the session but was told the woman who had my check was not there and that she would mail me the check the following day. It is now 2 months later and I still have not received my check and have called them numerous times to send me back my check.

  Business response

  12/08/2023

  Hi Feryal,

  Thank you for the opportunity to respond. 

  Per our phone call with you just a few moments ago, we look forward to next steps in resolving your missing check.  As we discussed, our records indicate the original check was mailed back approximately 3 days after your tour.  We apologize if the postal service may not have delivered it in a timely manner.  We do not show that any check was cashed (and, therefore no refund is due).  If your records show differently, please send us a copy of the cashed check to ********************************** or contact our marketing manager back and we can promptly investigate and issue your refund.

  We look forward to assisting you.

  Sincerely,

  Club Travelo Support

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company, or one of it's advertisers, has repeatedly called my cellphone which is on the Federal Do Not Call list, even though it's been told to stop. I recently attempted to resolve the matter, but the company has failed to take any responsibility for the matter. At this point, I need to speak to the company's ATTORNEY or LEGAL REPRSENTATION to resolve the issue. If that does not happen, I will be forwarding this matter to an attorney for significant legal action.

  Business response

  10/11/2023

  Thank you for your inquiry.  
  
  Our records do not indicate that we have the email address ************************* as a Club Travelo subscriber nor were we able to locate  **********.
  
  We are greatly concerned that someone may be fraudulently acting ******* Travelo.  Please forward any correspondence that you may have received so that we may investigate.
  
  Sincerely,
  
  Club Travelo Support

  Customer response

  10/12/2023

  I have the call recorded. My complaint is NOT invalid. My next step is the ******* State ************************** There is no need for the BBB to take any further action, as obviously, consumer's complaints don't mean much .

  Business response

  10/12/2023

  We are happy to assist in investigating should ****************** choose to forward the recording and/or other pertinent information to **********************************.  Please note that this same response has been provided to ****************** from direct inquiries as well. 

  Business response

  02/01/2024

  Thank you for your inquiry.  
  
  As previously stated, our records do not indicate that we have the email address ************************* as a Club Travelo subscriber nor were we able to locate **********.
  
  We are greatly concerned that someone may be fraudulently acting as Club Travelo.  Please forward any correspondence that you may have received so that we may investigate.   Unfortunately, we have not yet received any such documentation but are happy to investigate upon receipt.
  
  Sincerely,
  
  Club Travelo Support

  Customer response

  02/01/2024

  Their third party telemarketer called our new number, ************ on January 19th, most recently. I actually played along with the call, and was able to "set up" a presentation at their ********** office. If needed, I can forward the email to prove it. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  TRAVELO solicited ** by phone to attend a seminar in downtown ********** regarding discounted travel. It just so happens that we travel a lot, and were about ready to book on line for an up coming New Your trip, so why not. In exchange for our attendance, we were offered up front, one of 4 FREE travel programs. A) Resort ******** B) ******** Cruise, C) All inclusive Escape, or D) Fly away vacation. We chose (D). HOWEVER, THIS PROMISE WAS VERY MISLEADING, AND CERTAINLY NOT ACCURATE WHATSOEVER! Upon reading the fine print on their exit brochure, we first learned of a $9.95 shipping and handling fee, then followed by a later on non-refundable $100.00 registration activation fee, plus an additional $99.00 PER PERSON processing fee at the air port. (By the way the airport selection list is not very large) The brochure went on to ask us to select 2 different destinations and 2 different dates to travel. This amounted to $307.95 for our FREE trip. WOW, REALLY???? We felt like we had been taken to the cleaners.

  Business response

  09/20/2023

  Club Travelo offers a variety of gifting options which provide an opportunity to check us out at a 55 minute sales presentation. Clients can choose from gift certificates to local restaurants, activities and / or vacation certificates which have various activation fees. We do not offer "free" vacations as a gift but rather complimentary vacation certificates. This particular client was scheduled through a 3rd party lead generation company that is instructed by us to explain the gifting options clearly. We are happy to exchange the vacation certificate for local restaurant certificates or activities if the client prefers. Hundreds of clients attend monthly and view the vacation certificates as a great gift option and understand there are activation fees when using these certificates. We do feel badly that ********************** felt that it was miscommunicated and are happy to exchange their gift as previously stated.  Simply reach out to us directly at ********************************** and we can coordinate a gift exchange.

  Customer response

  09/20/2023

  It appears that the travel company has attempted to shift the blame onto their agents who generate their leads.  SO, PULL UIP THE RECORDED PHONE SOLIOTATION.
  
  The people that initially phoned me,  led me to believe that they in fact, were the travel company.  They made the appointment,  set the location and followed up with reminder notices.  This made them agents for TRAVELO.
  
  At no time were we offered anything other than a free vacation in turn for our ***** minute attendance.    They were very clear when prequalifying us for income, age and marital status before extending the final invitation. It is a little funny they neglected to tell about the ADD ON ADDITIONAL charges for any trip.
  
  Upon entering the meeting,  I asked the TRAVELO  front desk girl at about the free trip to make sure that we were NOT mislead over the phone.  She made it clear that it would be awarded at the end of the presentation.
  
  One would have to carefully read the fine print on the exit brochure to see all of the additional charges. This company was very careful to divide up the charges over different paragraphs in their brochure.   Further more,  we were never informed that the flights were limited to certain airports and that alternated trips and dates to travel were required to TRAVELO to choose from.   BBB -READ THE BROCHURE THAT I SENT IN,  AND DECIDE FOR YOUR SELF!

  Customer response

  09/21/2023

   
  Complaint: 20621935
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 9/20/2023 8:01:37 PM
  It appears that the travel company has attempted to shift the blame onto their agents who generate their leads.  SO, PULL UIP THE RECORDED PHONE SOLIOTATION.
  
  The people that initially phoned me,  led me to believe that they in fact, were the travel company.  They made the appointment,  set the location and followed up with reminder notices.  This made them agents for TRAVELO.
  
  At no time were we offered anything other than a free vacation in turn for our ***** minute attendance.    They were very clear when prequalifying us for income, age and marital status before extending the final invitation. It is a little funny they neglected to tell about the ADD ON ADDITIONAL charges for any trip.
  
  Upon entering the meeting,  I asked the TRAVELO  front desk girl at about the free trip to make sure that we were NOT mislead over the phone.  She made it clear that it would be awarded at the end of the presentation.
  
  One would have to carefully read the fine print on the exit brochure to see all of the additional charges. This company was very careful to divide up the charges over different paragraphs in their brochure.   Further more,  we were never informed that the flights were limited to certain airports and that alternated trips and dates to travel were required to TRAVELO to choose from.   BBB -READ THE BROCHURE THAT I SENT IN,  AND DECIDE FOR YOUR SELF!

  
  Sincerely,
  
  ***************************

  Business response

  09/21/2023

  Hi **********************,

  We sincerely apologize for any confusion or frustration this may have caused.  Simply reach out to us at ********************************** and we would be happy to coordinate a gift exchange.  We look forward to resolving this concern for you and appreciate the feedback.

  Sincerely,

  Club Travelo
  

  Customer response

  09/27/2023

   
  Complaint: 20621935
  
  I am rejecting this response because:

  Although this business may wish to try and now make things right, (after the fact) ,  that still does not negate the fact that they should have been transparent,  plus provide full disclosure to future prospects before they take their time in the beginning.   Blatant omissionIt  is misrepresentation.  Perhaps they should consider e-mailing  out their FREE TRIP PDF  "carefully crafted & worded brochure"  days before the consumer attends the presentation.  My trust in dealing with this company has sailed.

  Please publish my original complaint.
  
  Sincerely,
  
  ***************************

*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. ↩