ComplaintsforInsight Vacations, Inc.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1-I was on hold with Insight Vacations for 2 hours and 37 minutes only to be hung up on. The company does not have a phone service center. The answering machine prompts callers to get a call back without waiting in cue, when opting for that option, the machine says "due to high call volume, the option is not available". Then the caller is advised that the wait time will be 175 minutes. When the 175 minutes are up, the call automatically gets disconnected. This is bad faith customer relations. I saw the same complaint from other callers on ******** There is no option to email or chat. 2-Regarding Booking Number *******- my travel companion's mother has fallen ill and the healing prognosis is 3-6 months. She is her mother's sole care taker, therefore, we can not make it to the trip. We made a deposit for $400. I am asking for the deposit to be reimbursed due to the unforeseen circumstance. We can provide physician notes/certification upon request. If it would not have been for the POOR customer service, we would have opted for an exchange, but we do not wish to conduct business with Insight Vacations at any time.***************************

  Business response

  04/03/2023

  Thank you for your communication and I am very sorry to learn of your concerns!  I have sent a message to our *********************** Team and asked that someone reach out to you as soon as possible.  Thank you again!

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a vacation with Insight Vacations online. I had trouble with their website and couldnt correct some errors. I tried calling their customer service number. I waited hours upon hours and after many days, I gave up up. I was never able to reach an agent. I wanted to cancel my booking and get my deposit of $200 back after all this delay. I got an email last night from one of their agents, but his answer was to contact an agent through their phone line. I have been trying to do that for days. My booking number is A607640. All I want is my refund back and my bookin cancelled. I will never deal with this company again.

  Business response

  01/23/2023

  Thank you for this information and we are sorry for the impression left by our call hold times.  I have urgently sent your booking to our *********************** Team and asked that someone reach out to you as soon as they are able.  Thank you again and we appreciate your patience. 

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not heard anything from them. As much as I waited and waited to hear from them previously, I just do not trust them. Once I have received confirmation that they have refunded my money and cancelled my booking, then I will accept their apologies and response. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  01/24/2023

  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 and the matter has been resolved. The cancellation number is I* *******. If I dont receive the refund, I will file another complaint. 
  

  thank you for your quick response to my complaint and the quick resolution. 
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

  Business response

  01/26/2023

  We do appreciate your patience as we are inundated with queries and calls.  I have informed our *********************** Team to your concerns, and am certain someone will reach out as soon as possible.  Thank you for your continued patience!

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an email 4/14 saying my tour Country Roads of ****** departing 5/21 for 9 days was no longer operating. They said I had an option to book another trip or cancel with a full refund, but to be aware refunds take 120 days. I called immediately to say I wanted a refund of the paid $3288.00 but they were closed. I sent an email saying the same. For the past week I have called 13 times (including this am) to no avail. Except for once when they were closed, their message says hold time can be in excess of 2-3 hours. Its completely impossible to wait that long. I sent two additional emails asking to confirm my refund was in process and that 120 days was unacceptable.I am a repeat customer and these business practices are shocking, if not unethical to me. First, having to wait 120 days for my money, when they cancelled the trip is just wrong. They either are wanting to hold the money longer or do not have the money. I know having been in business 40 years, processing a refund is almost immediate to tops 30 days, depending on your bank, cr card. Second, they make it almost impossible to get your problem resolved. Who can wait 2-3 hrs or more on hold? They have no live chat, no call back request, no online way to request a refund and their email is a generic support address. It is a week later and a week longer. I want my refund processed immediately with a written confirmation of the date it happened. Thank You

  Business response

  04/22/2022

  Thank you so much for your message and we are sorry to learn of your upset.  We are doing all that we can to lower our call hold times, however are experiencing a high number of calls in the interim.  However, I have sent your query to our Service Desk Manager and have asked that someone from her team contact you as soon as possible to process your request.  Thank you again!

  Customer response

  04/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  The response is vague and provides no commitment as to when I will be contacted. As soon as possible could be today or two weeks from today. Also, it does not address the 120 days to process my refund. They cancelled the trip - I should not have to wait 120 days for my money back. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/26/2022

  We have accessed this booking and show that you worked with our colleague ******* to cancel your reservation on 4/25.  We are processing your request as soon as possible, however we were happy to meet your proposed resolution. 

  Customer response

  04/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was contacted 4/25 by Insight ****** Services. Because Insight withdrew the trip, I was entitled to a full refund. They agreed to process a full refund whereby I would receive it in approximately 2 weeks. Once I am in receipt of the full refund, then I would agree my complaint is resolved.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I booked a trip to England on Aug 17 2020 for a total of $11244.04 including air of which $798.00 was travel protection. The trip was canceled because of COVID, we were told by our AAA agent Insight does not give refunds, so we rebooked another trip to Canada for Sept 11, 2021, again the COVID restrictions did not make for an enjoyable trip, we canceled. At this point I would just like our money back after 2 and a half years.

  Business response

  10/13/2021

  Hi *** ******, 
  Thank you for contacting Insight Vacations and for being our valued customer. We are very sorry your trips were canceled due to COVID. Thank you for your patience as we work through these unprecedented times. Your request for a refund has been approved and has been expedited to our Accounting Department. We have also advised your AAA agent ****** about this as well. Thank you once again for your patience and for being a valued Insight Vacations customer and don't hesitate to reach back out to us should you have any additional questions or concerns. We hope to serve you again in the near future. 

  Best,

  *** *****

  President, Insight Vacations and Luxury Gold

  Customer response

  10/14/2021

  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 and the matter has been resolved.
  
  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. ↩