Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023 I paid ***********************, an employee of cruise brothers $400 for a cruise departing out of port canaveral, she ignored my calls and stopped all contact with me. I contacted *****, her supervisor he told me he was going to look into it. He contacted me and said that ****** admitted receiving $400:from me and not booking the cruise but that Cruise Brothers was going to reimburse me since she is their employee. He told me that ****** at extension 4299 was going to start the process with their accounting desafortunado the refund. I didnt hear from them so I called ****** who confirmed that my money was going to be refunded and a check was been mailed to my house, well that check never made it, I contacted him again now they are going to do a wire transfer to my account, well that never happened and when I asked him he said he did not have an explanation of why the wire transfer did not go through but he was going to request a check to be mailed to me and he was going to call me with the tracking number, didnt hear from him so I called him again and he said that the company did not want to pay for mail with tracking number and a check had been sent to me regular mail, never received anything. I cant believe that this company hires thieves and liers, Im 68 years old and the way this company has lied to me is incredible, I wonder to how many people they have done this , disgusting company! DONT USE THEM

  

  Business Response

  Date: 04/21/2024

  ************************* booked with an independent contractor not an employee of The Cruise Brothers. That independent contractor would be responsible for any complaint ******* made and should not be lodged against Cruise Brothers. However The Cruise Brothers did refund the client, ******* received a refund check that was cashed on 3/29/2024 for the full disputed amount. ******* initially provided the wrong account information which is why the wire transfer to her account failed. So we mailed another check since the information provided to us by her resulted in a failed transfer, a check that she received and cashed 3/29/2024

• Initial Complaint

  Date:06/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company keeps sending mail addressed to my mother, in the last two years, we must've gotten well over two dozen.I reached out via email many times to ask to be removed and they never did anything. Is this really that difficult? Please try to respond to emails better. ********************* ****************************************************** Please remove this address from you mailing list Thank you

  Customer Answer

  Date: 07/08/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 07/20/2023

  BBB was told to have the consumer call ************ and tell **************** the name and address they want to be removed from the mailing list.  

  Customer Answer

  Date: 07/20/2023

  [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:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:06/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2019 I booked a river cruise with agent ***************************** who represented Cruise Brothers Travel agent. Due to Covid and travel restrictions this cruise on 10/3/2020 was canceled. I had made payment of $16,980.20 on August 30th 2019 for the trip. The group trip was rescheduled and re-booked for August of 2021 . Again this cruise was cancelled due to the pandemic and travel restrictions. ********************* then again asked us on what dates we were available for 2022. There was dates in June, August , September, and October. The October date was the only date that had the upgraded cabin that I requested and already paid for. Also we did not want to cruise in September due to a family wedding that might take place and was also delayed since 2020 due to covid. Of course I got notice from my niece in February of 2022 that the wedding was on for Sept. 2022 which I am to be a participant in. We made it very clear to ********************** though his group leader of our wishes and why. Mostly at the time of not accepting a down graded cabin because I had not heard anything about the wedding yet. I made it very clear that we would like the date in October which matched the date of the original booking so we could enjoy the cabin we originally booked the first two times. Going against my wishes, *********************, who is also a passenger on this cruise booked it in September. Which means I would get a downgrade in my cabin and miss my families wedding. This is not acceptable. When I asked ********************** why September, his reply was the weather was better! Now it's gotten to the point that ********************** through e-mails has been trying to pit the rest of our group against me concerning this cruise. He was to get me a credit from the cruise line since February and has not accomplished that yet. He has over and over told me lies about how he pulled a date out of a hat, how the cabin I purchased was never available in October even though I verified the availability of that cabin.

  

  Business Response

  Date: 06/16/2022

  Hello,

   

  I have looked into this situation by contacting the agents manager. The agent ***************************** ( Not *********) no longer works with our travel agency and owns his own franchise of a different agency now. The original 2019 booking was made with our company but the following reservations were made with ********************************* new agency. As these subsequent bookings were not made with our agency we cannot access or work on these reservations and are not responsible for providing a resolution for ************. Please remove his inaccurate complaint that should be directed towards ********************************* new agency.

   

  *******************************

  The Cruise Brothers

  Customer Service Manager

  Customer Answer

  Date: 06/16/2022

  [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:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

  I am looking for ********************** business and would appreciate any information on his travel company. I would and will file a complaint against ********************** but since he is not associated with Cruise Brothers now, Cruise Brothers, which was the booking  booked under. These are the only documents I received of this booking and never received any other documents showing change of ownership or travel company with this booking.