Complaints

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attended lobster fest in Atlantic City on Saturday September 30th the food was all overcooked the lobster was mushy the shrimps were mushy we stood on a line for over an hour they did not call my tables I have been on several soul Nation events they all have been excellent this was horrible horrible and yes I have buyers remorse and I would appreciate if you make me hold again

  Customer response

  10/03/2023

  The band was no good it did not keep in rhythm with the DJ it wasn't even no dessert or cold salad for the $ 199 I feel that I got ripped off

  Business response

  10/03/2023

  Dear **. ********************** We sincerely appreciate you taking the time to provide feedback on your experience at Lobster Fest in Atlantic City on September 30th. Your input is invaluable to us, and we apologize for any disappointment you may have experienced during the event. We regret to hear that the food did not meet your expectations, and we understand that the overcooked lobster and mushy shrimp were not up to the standard you've come to expect from Soul Nation events. We genuinely apologize for any inconvenience this may have caused you.
  
  Regarding the long wait in line and the lack of timely table calls, we understand how frustrating this can be, and we are reviewing our processes to ensure a smoother and more efficient experience for our attendees in the future. 
  
  While we regret the disappointment you experienced, we want to inform you that, unfortunately, we are unable to offer a refund for the event. We strive to continuously improve our events based on feedback, and your insights will be instrumental in this process.
  
  As a token of our appreciation for your continued support and to express our regret for the less-than-ideal experience you had, we would like to offer you a $50 credit on your next Soul Nation event. 
  
  Once again, we apologize for any inconvenience caused, and we value your feedback as it helps us enhance our future events.
  
  Thank you for being a valued member of the Soul Nation community, and we hope to have the opportunity to serve you better in the future.
  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 4,2023 my friend & I attend a weekend trip with Soul Nation. On the day off the bus picked us up & while we were on our way to the event the bus broke down on the highway. We sat on this bus in the middle of the highway for 3hrs & the blistering heat. I start to feel very dizzy & short of breath as if I was going to past out. I asked the bus driver to step off the bus he informed me that he couldn't allow that. I told him if he didn't allow me to get some air I was doing to past out due to me having asthma. While I was standing at the door getting air the driver stated to me that he told the bus company something was wrong with the bus & they still sent him out. The new bus came three hours later and it took almost 6 hrs, to get to our destination cause the bus driver got lost. By time we got to the venus we missed the pool party & we was so exhausted we slept the night in. A waste of a day. Saturday was the crab feast show, the driver drove us to the event with no air conditioning. We informed it multiple times that this bus was hot & the air wasn't working. We get to the venue and the artist that we payed to see didn't show up for the show. On our way coming home Sunday the bus driver never cleaned the bus. The bus bathroom smelled of a foul odor. that filled the entire bus. The garbage was never thrown out. On the commute home the driver got lost & we ended up passing new York heading to Connecticut. Everyone was in a rage, scared that the driver was driving us to some unknown location. We left at 1130am from Baltimore Maryland and didn't get to the Bronx, Ny until 845 pm that night. That's a nine our trip that only was supposed to be 3 1/2hrs. The driver never took us to queens. We got off the bus & took a **** home because we was afraid for our life & didn't know when we would reach Queens. This was the worst trip by far. I want a refund for half of the trip because I did stay in the hotel.

  Business response

  08/30/2023

  Hello,
  
  I hope this message finds you well. I wanted to personally address the concerns you raised regarding your recent trip with Soul Nation on August 4th, 2023. First and foremost, please accept our sincere apologies for the inconveniences and negative experiences you encountered during the trip. We deeply regret that your experience did not meet the high standards we strive to uphold.
  
  I'd like to clarify and update you on several aspects of the trip:
  
  Bus Delay and Safety: We understand that the bus experienced an unexpected delay due to a breakdown on the highway. We apologize for the inconvenience this caused, and we want to clarify that the bus was delayed by approximately 1 hours rather than the initially mentioned 3 hours. We recognize that this situation was uncomfortable, especially considering the heat. Regarding your request to step off the bus for fresh air due to your asthma, we regret any misunderstanding. Passenger safety is a top priority, and there are instances where leaving the bus on a highway might pose risks, but we apologize for any discomfort you felt.
  
  Pool Party and Schedule: We apologize for any confusion, but there was no pool party scheduled as part of the trip. We regret that you missed out on some of the planned activities due to the delays.
  
  Air Conditioning and Artist Absence: We apologize for the inconvenience caused by the lack of air conditioning on the bus during the journey and the absence of the expected artist at the event. Your feedback regarding these issues is duly noted, and we will be reviewing our processes to ensure a more comfortable experience for our travelers in the future.
  
  Bus Odor and Cleanliness: We apologize for the unpleasant odor you experienced on the bus. Please be informed that the odor typically arises from bathroom usage by someone in the group.  It is unfortunate, but happens sometimes. 
  
  Route and Timing Issues: We regret that the route taken on the return journey was not as expected, and that it led to an extended travel time. This was certainly not the experience we intended for you, and we apologize for any fear or frustration this may have caused. I am checking into this matter to see what may have caused this, too. 
  
  Considering the inconveniences you faced, we would like to make amends for your disappointing experience. We understand your request for a refund for half of the trip, but  do not feel this a reasonable request.  We would like to offer you a $50 credit in recognition of the issues you encountered. Once again, we sincerely apologize for the disappointing trip and any distress it caused. Your feedback is invaluable to us as we strive to improve our services and prevent similar situations from occurring in the future.
  
  Thank you for your understanding.

  Customer response

  08/30/2023

  All you are saying is that you apologize. But you never addressed the fact that I paid for a artist to perform that did. So yes I want to be compensated more than 50 dollars. When in the agreement it state the artist that will perform & they didn't that false advertisement.

  Customer response

  08/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I deserved more than $50 dollars. I paid 489 dollars to see an artist that didn't perform. That's considered false advertisement.
  
  Regards,
  
  ***********************
  

  Business response

  08/31/2023

  Thank you for reaching out to us regarding your recent experience at the event you attended. We sincerely apologize for any inconvenience you may have experienced due to the artist not performing as expected. We understand your disappointment and frustration, and we value your feedback. We'd like to address your concerns regarding the replacement artist and the compensation provided. While we empathize with your viewpoint, we would like to draw your attention to the terms and conditions outlined in the ticket purchase agreement.
  
  The terms and conditions of the event explicitly state that in certain circumstances, a replacement artist may be utilized in the event that the scheduled performer is unable to perform for any reason. While we understand that seeing the specific artist you were expecting was important to you, this clause is designed to ensure that attendees are still able to enjoy a quality performance in case of unforeseen circumstances.
  
  Regarding the compensation provided, we apologize if you feel that the $50 credit compensation was not sufficient. We truly appreciate your investment in our events and understand your concerns about the disparity between the ticket cost and the compensation amount. It's important to note that event ticket pricing is based on various factors, including production costs, venue expenses, artist fees, and more. While we strive to provide fair compensation in situations like these, the amount may be influenced by these factors.
  
  We take your feedback seriously and will consider it as we continue to improve our processes and offerings. We genuinely regret any disappointment caused by the situation and hope that this experience does not deter you from considering future events with us. 
  
  Once again, we apologize for any inconvenience you've encountered, and we appreciate your understanding of the terms and conditions that were outlined prior to the event. If you have any further questions or concerns, please don't hesitate to reach out to our customer service team. Your satisfaction is important to us, and we are here to assist you.
  
  Thank you for bringing your concerns to our attention.

  Customer response

  08/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: you have yet to come to a resolution for this issue. You are trying to issue me a $50 credit towards another event. I would never book a trip with you guys. I'll make sure that I let everyone know that you deliver false advertisement. Apology doesn't fix the fact that I feel robbed out of my money. I promise that I will not let this go & I will make this situation with you viral. There are a lot of people who are disappointed with your service. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Soul Nation Events - ************************************************************ is refusing to return a $100.00 deposit for a Crab Feast Weekend in Baltimore, MD to be held on August 4-6, 2023. The person who put out the flyers to promote this event was not able to meet his required ticket sales and cancelled the trip several months before the event and over a month before the payments were due. I was advised that a refund would be issued but have not received anything. I contacted Soul Nation for help. ***** acknowledged that the promoter had cancelled several months ago and before the final payment was due; she acknowledged that this was no fault of mine yet refused to refund my deposit. In good faith I asked for a refund and her answer was repetitive and said there are no refunds. I was never told that I could join the same trip with another tour group. I would have been ok with a credit but now I don't trust this company to want to travel with them in the future. I just want my $100 deposit back because this was not my fault.

  Business response

  08/07/2023

  Hello, 
  
  Please be advised that each guest is always offered the option to go on the event even if the group leader decides not to travel with them.  It does not require group participation.  We would have applied her deposit to the balance had she gone.  Also, initial deposits are non-refundable per our terms and conditions.  However, I will extend a full credit for each of their $50 deposit for a future  trip.  
  
  ******************;
  
  

  Customer response

  08/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Soul Nation did not reach out to me to let me know that I had the option of going on this trip. Once I was told it was cancelled and would get a refund I did not have a reason to call Soul Nation directly.  If a trip is canceled months on advanced at no fault of mine, Soul Nation should provide the option of a refund or the option of going with another group. I had no way of knowing I could have gone.  In good faith I am requesting a full $100 refund. I do not trust this company to provide a credit. 

  Regards,
  
  ***********************

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My experience with soul nation was not one that I care to experience again and I believe I am entitled to a refund. Everything was unorganized from the very moment I stepped on the bus. There was no one checking the passenger manifest so people were on the wrong bus, we left 45 mins late. The flyer said Pennsylvania but we stayed in Atlantic City, which made my weekend very stressful as I am battling a gambling issue. This extremely outdated hotel had more issue than I count. The signup had very little information, most of the soul nation employees had NO information about anything. The change in location left guest to a 2 hour bus ride to snow activities which was, aside from the concert, was my reason for going. No one wanted to ride so the bus didn’t go. The bus was filthy, bathroom unusable. The flyer and itinerary said we’d receive premium alcohol, I was offered house liquor. At over $500 per person, I expect more. My group had a horrible experience with soul nation and all agreed this would be first and last trip.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a ski trip I was the group leader of this group *** is the owner of soul nation events, I had 16 people on my event and he rob everyone of us,he told me that he had to switch my group because we didn’t pay on time ,that was find but he also told us we would still have all the same amenities as the other hotel.When meeting the bus they had 1,0000 people meet in one spot it was very confusing some of my people got on the wrong bus because of it next getting there was fine next we at hotel all the rooms were horrible old fashioned it wasn’t we had to buy our own food because the food was nasty because and the hotel management said they were under staff and they wasn’t equipped for us,next day we were notified that it’s no ski resorts I. Area it was no activities offered we had to go get drop off at a mall the group leader had to leave us there because they had to pick up other groups we were sitting at a mall for two hours with nothing to do because it’s wasn’t a real activity that was suppose to be in our package then arrived back to hotel the next activity they said we had to go rest in our room because it was nothing offered it was no pool at hotel thst pay fail to mention it was supposed to be opened bar but the guy that work for the hotel said he can’t give out doubles because people was wasting it but it was open bar he so he should have worried if people waste it next the lines for open bar was so long because they had only been one person working.this ski trip was the trip from hell I told pay it was not worth 489.00 just to party at the hotel and pay informed me that he never like our group and I’m the reason why my group was treated so poorly because we didn’t pay on time,pat said it was on us that we didn’t have a pool or amenities when I tried to voice my concerns he told me that it was somebody on the other line he lied after pat get your money he don’t care he lied to on of my ski trip people he told them that I didn’t pay all the money

  Business response

  03/28/2023

  To Whom It May Concern: 
  
  I am sorry to hear about the negative experience you and your group had during your recent ski trip. I understand how frustrating it can be when things do not go as planned, especially when you are the group leader responsible for ensuring that everything runs smoothly.
  
  Unfortunately, this group was cancelled due to lack of payment.  Eight days prior to the trip *** met with ****** and another person from the group to see if there was any way to get them on.  All three discussed available options and they agreed to go to the ******* *** ******** and bring in final payment.  Sadly, this information was not communicated from them to their group. 
  It is unacceptable that you were promised certain amenities and activities that were not provided. However, everyone was aware of the location change, and the issues with the hotel accommodations and the food at the Holiday Inn Columbia lacking, are unfounded.  This property offered the same exact menus and amenities as the other locations except for the indoor pool.
  
  As for the skiing, this location had ******* Ski Area at the ready but given the historical warmer weather this past February, conditions did not allow for running this activity. 
  
  We are sorry that ****** and her group were unsatisfied.  We did our best to accommodate them given the last minute circumstances due to their lack of payment, and do not feel that a refund is warranted in this case. 
  
  Sincerely,
  ***

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, ************************************, was sent Advertisement for a Company called Soul Nation Events with a African American Female on the Cover and through email correspondences. It appeared to be run by the Lady on the brochure. Needless to say it is some form of False advertisement. I have attempted twice to go on 2 Trips that I have booked and paid months in advance for to be told either the Bus is full or another time there was not enough people on the Bus and refunded my payments after holding my monies and anyone else who paid in advance and collecting interest. I spoke **. ******************* after being transferred several times. I eventually asked to speak with her Manager (*** ) who was very nonchalant until I asked was this a Black-owned Business at which stage He got Rude and dismissive. I clearly to hear he was not African American and defensive and rush me off the telephone suggesting that I email him at *******@soulnationevents.com.  I want to warn potential customers of the scam that they are perpetrating collecting money in Full or partial payments and then cancelling the Trip based on whatever they decide to say while holding the money until the last minute. I paid in Full in January for a Trip in March and today is March 1st and no one reach out to me. I called to inquire about for 2 additional guest. BAD Business.

  Business response

  03/23/2023

  To Whom It May Concern, 
  
  Please be advised that I am in receipt of the complaint submitted by *** ***********.  I am sorry to hear that she was unable to attend either of the trips that she had signed up for.  *** *********** had signed up for a March 18 and  April 1st day trip to Atlantic City.  Unfortunately, there were not enough people from the Maryland area to schedule a bus pickups for either of these events.  It is rare but there are times when this is just not enough participation from a given area.  ***** ***** from our office has spoken with her on Mar 3, informing her that she would be receiving a full refund.  We operate many trips and by no means ever discriminate against color or gender.  I am hopeful that she tries to join us on another event in the future. 
  
  Sincerely,     
  ***

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Disorganized and disrespectful service. I attended a Winter Getaway 2/24 to 2/26. I was told that my bus #2 to Showboat would board at 1pm. 6 bused arrived at **** *** ***** High School after 1 PM. Our bus Coach Bus #***** with no "Soul Nation" number and no attendant arrived at 245 PM. Having to run from Bus to Bus with no organizer shows how important your customers are to you. After leaving at 4 PM a usual 2 hour and 20 minute ride took over 4 hours. We arrived to the Showboat after driving around Atlantic City for an hour at approximately 830 PM. We were out without food traveling from 1230 PM to 830 PM someone on our bus passed out. There is no reason for this except your company having no concern for their customers. Sunday 2/26 we left the Showboat at 12PM for a 3PM concert and arrived at the concert hall at 5 PM having missed more than half the show. I did not see SWV or 112 although I did everything that was supposed to be done and paid a pretty penny to be mishandled and treated disrespectfully. This trip was no way worth $520. I believe everyone on my bus deserves a refund. 1. For not receiving the advertised amenities and 2. For missing most of the concert due to the transportation provided by your company. Please do not offer me a discount on a future trip. I have no intention of patronizing the services of your company again. I expect to be treated fairly. 4 of us traveled together and all 4 of us expect to hear a response in resolution of this matter. *** ******** ******* ****** ******** ****** ****** ******* Signed *** ******** ###-###-####

  Business response

  03/07/2023

  Dear ***********************,
  
  We would like to express our sincere apologies for the poor experience you had on your recent Winter Getaway trip with us. We understand that you were given conflicting information regarding the boarding time of your bus, and that the transportation provided to you was disorganized causing you and your fellow passengers to miss out on the advertised amenities and the majority of the concert.
  
  We take full responsibility for the inconvenience and disappointment caused to you and your group, and we assure you that this is not reflective of the level of service that we strive to provide. We appreciate your feedback and will use it to improve our service and prevent similar issues from happening in the future.
  
  Regarding your request for a refund, we understand your frustration and would like to offer you a credit for a future trip to offset the portion of the concert that was missed due to the transportation provided. We will also extend this offer to your group of four.
  
  Please provide us with your booking details, including the names of all travelers in your group and the booking confirmation number, so that we can process your future credit as quickly as possible.
  
  Once again, we apologize for the inconvenience caused and appreciate your patience and understanding.
  
  Sincerely,
  ******************; 
  Customer Service Representative Soul Nation 
  Tell us why here...

  Customer response

  03/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: As I stated in my letter to this organization, as a previous promoter of ******* *****/Soul Nation Events I attended this trip to give the organization the opportunity to prove me wrong. I stopped promoting and attending these events for the very reason of what occurred on this trip. I nor any of the 4 intend on going on any more trips to be treated as though our time and money only count when it's in this organizations pockets. I want a refund.
  
  Regards,
  
  ***********************
  

  Business response

  03/09/2023

  Hello, 
  
  We looked into you complaint about not making it to the concert until 5pm and see no record of that being the case.  Of the 65 buses that we out on this event, there was only one delayed bus getting to the show and that was from a Harrisburg hotel location.  We are sticking with our original offer.  
  
  ***

  Customer response

  03/10/2023

   Complaint: ********
  
  I am rejecting this response because: you need.to interview the driver of the Coach company bus and ask every passenger. The driver of Coach Bus #*****
  had the wrong address to the venue and took us to a business complex an hour and a half from the venue. That was after stopping for chicken. Should I or anyone else suffer because she did not report it and/or you didn't investigate my complaint. It is this company's cold and thoughtless demeanor that has made me no longer want to give you the opportunity to mistreat me and my friends once again. I want a refund.
  
  Regards,
  ***********************
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family & I, paid $50.00 deposits to Soul Nation for a bus trip to D.C. to the ******* ******** ****** * ******** ****** leaving ftom Boston, MA. on 6/18-6/19/2022. Our sponsor for this trip sent out a flyer stating no refunds on deposits with no clarification. A total if 10 senior family members living on a fixed income paid their deposits but due to the sponsor not able to fill the bus the trip was canceled. I, contacted Soul Nation a few times with assurance that someone would call me back but still no response from them. All of the seniors should get our deposit $$$ back. I, also contacted the Massachu AG, Philadelphia AG & N.Y to make them aware of this situation.

  Business response

  04/22/2022

  Thank you for sharing the customer concern. ************** signed up for a bus trip departing on June 18th, 2022 to Washington DC.
  
  Our event is not canceled. We spoke with her to let her know we are able to accommodate her and her family for the event. Everyone in the group who made payments, agreed to the cancellation policy prior to us accepting her $50 per person deposits.  Our cancellation policy is also in writing on each and every event flyer and we explained our cancellation policy to her verbally as well. We have been 100% transparent regarding our reservations and cancellation policy.
  
  In addition, on all of our material including our web site, we recommend that the customer purchase travel insurance in the event of cancellation. Our policy clearly presented to the customer prior to purchase and we do not accept reservations from any guests unless the terms, conditions and cancellation policy are agreed to prior to reservation.
  
  In good faith, we would like to offer ************* and her family members a $50 per person credit that can be used toward a future overnight event based on availability at the time of reservation.
  
  Please feel free to reach us with any questions or concerns you may have.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a $100 deposit to this business for 2 people to attend a bus tour. The travel agent that sponsored the tour could not get the required number of people to commit to the tour due to COVID fears. As a result those who paid their deposits were told that the trips was being canceled and that our deposits were non-refundable. I was told by Pat P***** that I could still take the tour as long as he could find me another tour group to go with. But I would have to pay 100% of the trip costs first and then if he could not find me another tour group her would then refund my money. That completely changed the conditions that I was expecting, which was to travel with a specific group sponsored by my travel agent that were all fully vaccinated, to now having the possibility of traveling with another group of people that I know nothing of or their vaccination status. Soul Nation events has received funding from the Federal Government for COVID relief and should exercise the same flexibilities that all other forms of travel are offering from cancellations to refunds and no change fees. This company is taking advantage of consumers during the COVID pandemic.

  Business response

  04/12/2022

  Thank you for sharing the customer concern. ************************ signed up for a bus trip departing on June 18th, 2022 to Washington DC.
  
  Our event is not canceled. We spoke with ** ********** many times to let her know we are able to accommodate her for the event. ************************ canceled her reservation with our company on 4-7-2022.  ** ********** made payment on our web site which at that time prior to payment, agreed to the cancellation policy prior to us accepting her $50 per person deposit for 2 people.  Our cancellation policy is also in writing on each and every event flyer and we explained our cancellation policy to her verbally as well. We have been 100% transparent regarding our reservations and cancellation policy.
  
  In addition, on all of our material including our web site, we recommend that the customer purchase travel insurance in the event of cancellation. Our policy clearly presented to the customer prior to purchase and we do not accept reservations from any guests unless the terms, conditions and cancellation policy are agreed to prior to reservation.
  
  In good faith, we would like to offer ************************ a $50 per person credit for the 2 guests that canceled toward a future overnight event based on availability at the time of reservation.
  
  Please feel free to reach us with any questions or concerns you may have.
  
  

  Customer response

  04/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  

  Please advise **************** that I did NOT cancel my reservation on 4-7-22 as he claims. I will however accept his offer of 2 $50 credits towards a future trip. I would like to receive that offer in writing and please indicate if there is an expiration date on this offer as well as how I can find out about future events to which I can apply this offer.

  I have reviewed the response made by the business in reference to complaint ID ********, and request the additional information above. 
  
  Regards,
  
  *********************************

*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. ↩