Complaints

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Home at First arranged a 3-week vacation for 2 in Germany at a total cost of over $14,000. Their normal advertised cancellation policy is a full refund, minus $600 per person deposit, with 90 day notice. I cancelled 94 days in advance with a doctors certificate indicating travel was not advised. Then I was told that I had bought an unrefundable custom package and was referred to the email that cited this fact. I had not noticed that detail, and would never have paid in advance with no cancellation possibility. Subsequently my husband died and I sent the death certificate in the belief this would entitle me to at least some reimbursement and Home at First in fact encouraged me to believe this would happen. My recent correspondence has been met with ambivalence, and contradictory answers so I contacted the airlines. They have reimbursed the full fare to Home at First. I do not have sufficient detail to contact ground transportation or accommodations but the dates are approaching and I have lost faith that Home at First has made any effort to resolve the situation with the hosts. I understand that they have expended time and effort and cannot be expected to go without the $1,200 deposit, but I do believe that under the circumstances, some significant portion of the $14K should be reimbursed.

  Business response

  04/25/2023

  I have copied you below on an email sent to *********************** this week. 
  
  Email sent to the Complainant

  "We have had two payments for $158.10 refunded from *** ****** arrive last week. Do you want us to send a check for that amount or wait to see if something elses comes through for the *********/main portion of your transatlantic flights. 

  As to date, we have received no other refunds from your trip suppliers/hotels, apartments, drivers, etc.
  We have received the copy of your complaint letter sent to BBB.
  
  I have copied this email to the BBB contact. 
  We will make no further comment about that, or contact with them.  
  Unless you prefer, we go no further in our attempts to assist you with refunds. We will not do both. Entirely your continued choice."

  Customer response

  05/01/2023

  [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:

  According to Lufthansa when I spoke with the rep on April 5, Home at First's credit card would reflect the refund within 7 days. I will check again. 
  
  I am attaching more relevant emails to explain the issues further.
  
  I am confused by the wording: "Unless you prefer, we go no further in our attempts to assist you with refunds. We will not do both. Entirely your continued choice." 
  
  Of course I would prefer that Home at First continue to assist me with refunds.  I have no capacity to do that as I did with the airlines.
  

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

  Business response

  06/01/2023

  In reviewing your file, new information was discovered. You returned a form that had to be signed if you were not taking trip insurance. We have that form. You did not sign it.  It clearly states HOME AT FIRST will assume you have purchased insurance if the form is not signed. Your form is NOT signed. 

  You should be filing through your insurer for refunds.

  
  

  Attempting to get refunded from multiple sources; the insurer you contracted with, and the suppliers with whom Home At First works in good faith is fraud. We do not participate in fraud.

  
  

  Lufthansa has refunded us nothing. Air Canada refunded the air taxes and I have offered that to you. You did not reply. No further action has been or will be taken by HOME AT FIRST. 

  
  

   *****************************
  

  HOME AT FIRST Family of Global Travelers

  Customer response

  06/01/2023

  [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:

  The response states that because I indicated that I planned to take out insurance, I should be claiming a refund from the insurance. I fully intended to take out insurance once within the 90 day cancellation period.  Instead I cancelled the travel due to the death of my husband who was to be a passenger.

  This discussion hinges on the fact that I did not understand (having missed the fact in the middle of a long email) that the trip was not covered by the company's normal policy of refund with 90 days notification.  I realize that I am appealing to the good nature and to good customer service practices by looking for some rebate on my $14,000 expenditure. Home at First did in fact encourage me in e-mail communication to expect some limited refund.

  When it became apparent that Home at First was not making an effort to claim any refunds, I did what I could with the information I had.  I have established that *** ****** has refunded a total of US$ 350.80 (see attached Refund Notices). A ********* representative (###-###-####) also told  me that full refunds have been made.  I was told this refund amounts to approximately US$3,780 (dependent on US - Euro - Can$ conversion).
  
  These refunds would have been made to the credit card used for the purchase by Home at First.  I do not have the information that would enable me to check on refunds for accommodation or ground transport.  Technically and legally, Home at First owes me nothing, I admit.  But good customer relations should entail some consideration.  

  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. ↩