Complaints

This profile includes complaints for Monster Reservations Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monster Reservations Group, LLC

  4503 Socastee Blvd Unit C Myrtle Beach, SC 29588-6820

  
• 

  Monster Reservations Group, LLC

  PO Box 14158 Surfside Bch, SC 29587-4158

  

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:01/08/2024

  Type:Service or Repair 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.

  I was supposed to get a total of 3 vacations. after the first one I was supposed to be able to travel without my husband. We booked the first one close to home as he does not like to travel, to a location where we have family and could have stayed for free. Now I want to travel with some of my family without him and if I dont gift it to someone that is going and not married this wont happen. This whole company is a scam and just a way to get you to listen to timeshare presentations

  

  Business Response

  Date: 01/11/2024

  We have reached out to *************** multiple times via phone and have been unsuccessful in making contact. We hope to get the opportunity to speak with her and work towards a resolution. 

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service 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.

  Monster reservation called my phone repeatedly. When I signed up for the the special discounted vacations I started receiving charges on my credit card that were fraudulent. I have 9 charges to different stores that were not by me. This is a scam and they will use your card fraudulently!!

  

  Business Response

  Date: 01/11/2024

  We have spoken with ********************* to resolve this matter. We believe we have been able to resolve this matter through our conversation. ********************* informed us she was going to speak with her spouse and reach back out to us for travel dates.  

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21106288
  
  I am rejecting this response because:
  That is a false statement by monster vacations. I spoke with them and told Monster Vacations that I was going to speak with my husband, and we will decide what actions we would like to take. I never agreed I was going to schedule a vacation. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/06/2024

  We have attempted to reach ******************** multiple times via phone and have been unsuccessful in contacting her. We will continue our efforts to reach out and hope to get the opportunity to discuss a resolution for this matter. 

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair 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.

  Details:Was told by the sales rep that my dates for ******* is available. I pay $798 and then they tell me to call to boo I call to book, the customer service rep ****** the dates are not available and there are no refunds. I was furious and told them I would be filing a complaint.I knew I should not have booked.

  

  Business Response

  Date: 01/11/2024

  We have spoken with Mrs. ****** and issued a full refund. We believe we have been able to resolve this matter amicably. 

  Customer Answer

  Date: 01/13/2024

   
  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. I received a credit back to my account. 

   

  Please beware of the language that is spoken before you hang up. They did not tell me there was no refunds and guaranteed I would have options when there wasn't any for the dates I already had flights for.
  
  Sincerely,
  
  ***** ***** Riding

• Initial Complaint

  Date:01/05/2024

  Type:Order 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 spring of 2020 I purchased a vacstion package. I was clear that I did not agree to any type of timeshare presentations nor any obligations to attend any type of sales presentation. I was told several times and read the contract that the package did not expire nor require any of these previously mentioned obligations. I was clear and recorded as such thst I did not agree to purchase a vacation package with any of these obligations due to a recent negative experience with a timeshare. Today I was contacted by a company that claimed my pacakge expired and that I was requires to pay over **** to the marketing company to pay for an unused trip for a second party due to not fullfilling an obligation to view a timeshare presentation, exactly what I said NO to. Then the said they could make me a deal to pay them another **** to fulfill my obligation. This is not what I agreed to and I am being called nonstop and harrassed by multiple companies that they sold my name to. I only agreed to use the vacation at some point, any point of my choice and I have been unable to take time off work due to the pandemic and being an essential worker. The pandemic has not ended and I myaelf juat contracted covid over the holidays. I have to work 70 hrs a week and cannot take a vacation at this time. I dis not agree to be harrassed and bullied. I want a full refund, period. I want my name removed from ALL call lists, period. I did not agreee to this.l, and that is on the voice recording!

  

  Business Response

  Date: 01/11/2024

  We have spoken with **************** we believe we have addressed the concerns she had in regards to the vacation she inquired about. We followed up and left a voicemail shortly after the initial call but were unsuccessful in contacting her the second time. We believe we have resolved this matter amicably. 

• Initial Complaint

  Date:01/04/2024

  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.

  I purchased a vacation package of $549.00 on 8/4/23 and with that I would go to ********** for a 3 night stay and listen to a 90 minute presentation to possibly upgrade my ************************* Package. When she read the rules back to me that I would go going with the person that I previously purchased the package with I told her that I was no longer with him. That it would be me and my husband (that is not on the deed) She said it would be o.k. because I'm on the deed. I tried to book the vacation yesterday 1/2/24 for ***** and (*****) read the rules to me and I told her that my husband was not on the deed and I told the person that I bought the package from and she said, sorry you can not use the package then. She said you will need to take a letter to the meeting from the person that purchased the **************** Package with me and I said, I can't. He's married to someone else and so am i. I said I'll just take my money back and forget it and she said there is no refund. I feel that because I was honest with them and misled that I should receive a full refund of $549.00. She said she would send me an e-mail that I received 2 one week free vacations and I haven't received that either. I just want a refund for the amount paid and forget any other vacation that they are now promising me. I was lied to when I paid for the vacation and now I want my money back.

  

  Business Response

  Date: 01/11/2024

  We have spoken with ************ and have issued a full refund. We believe we have come to an amicable resolution. 

  Customer Answer

  Date: 01/17/2024

   
  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.  Please delete my claim, Monster's Reservations have refunded my money.
  
  Sincerely,
  
  Barbie Long

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair 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.

  I bought a hotel package to *** for $228.85 in April 2023. After that, using it looks almost impossible. Whenver I call to make a reservation, it's just endleess hold. Now its one year expiration dates are coming and I want a refund if I cannot use this.

  

  Business Response

  Date: 01/11/2024

  We have been in contact with ********** and resent the details of her vacation package via email. We believe we have been able to resolve this matter and look forward to helping book her vacation when she is ready to travel. 

• Initial Complaint

  Date:01/02/2024

  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.

  I reserved a room in ******* ** for my daughter's birthday the last week of December. I did this in May. I was charged 269 dollars to reserve the room which they told me I would get back in full. Also they told me if I took a tour with capital travel I would recieve a 100 dollar **** gift card. I Agreed to it. Now me and my daughter are down here. I only recieved 150 back on a Amex card which nobody takes down here. I told them I was supposed to get 269 dollars back and they told me that paid for somthing I was not even told about and it was optional if you took it. I was never told this. I called monster 4 or 5 times about the ********************************************************************************** monster would mail it to me. Needless to say we don't have it to spend here. Now when I call them nobody talks. They put me on hold with music and then the music goes away and nothing dead silence but the call stays connected. They lie and cheat you out of your money.

  

  Business Response

  Date: 01/11/2024

  We have attempted to reach ************** multiple times but have not been successful in making contact. We hope to get the opportunity to discuss this matter and work towards a resolution. 

• Initial Complaint

  Date:12/28/2023

  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.

  We were initially contacted about purchase of a vacation package with multiple trips of varying length, a free cruise, and the only requirement being that we would need to take one trip requiring a "travel presentation of 120 minutes". We have done two of those "travel presentation trips" featuring time share sales presentations with Monster, and both were terrible experiences. I have made numerous calls requesting any of the other trip locations but they have never had any accommodations available in sites I requested. So far we have been unable to receive any of the promised travel benefits that do not require a buyers presentation. I have also tried to get the free cruise that was promised as part of our package: I initially had to call and write to Monster at least 5-6 times to eventually get the cruise voucher mailed to me, which I then mailed to the cruise redeemer- ******************** in ******** ** on 10/10/23. (I sent it registered mail anticipating it would be lost) and still have had no word back from them either. They do not answer their listed phone number (I tried again today), and refer you instead to text or email their company at ************.com. This whole thing appears to be a scam from Monster just to get people to sign up for the time share presentations without delivering any of the other items in the travel package. The only item in their travel package that is redeemable are the travel with time share presentations. Id like a full refund of our initial travel package, as we have never been able to redeem any of the items promised other than the "time share presentation" trips. If needed, I will post this on-line in as many locations as I can find, as well as turn it over as a complaint to Better Business Bureau and the ** *******************************************

  

  Business Response

  Date: 01/11/2024

  We have spoken with ****************** and informed him we will send out the certificate he is requesting by priority mail. We will be following up with him tomorrow to provide the tracking number. We believe once he has the tracking number tomorrow that we will have resolved this matter. 

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21067068
  
  I am rejecting this response because:  Once again promises not delivered on.   Indicated by phone they would email certificate for free weekend stay that night.   Did not happen.  Next phone conversation, indicated by phone they would send free weekend voucher certificate by registered mail and send me the tracking number by email immediately after the end of the call- did not email any tracking number to me.   The priority mail said to take 8-10 days for arrival, thats not priority mail.   Re: free cruise voucher- a number was provided to call for redemption-I called  3 times- put on hold and never was put through to a person.   Eventually sent email to address given and did receive a response with email copy of ANOTHER redemption certificate to fill out and return.  The free cruise requires fees and charges that equal the cost of a retail cruise with an undetermined date or named cruise line.  I am done jumping through hoops with this group with promises never kept and am requesting a full refund of my travel package purchase!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/06/2024

  We have attempted to contact **************** again multiple times but have been unsuccessful. We will continue our efforts to reach him and follow up regarding his certificate. 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21067068
  
  I am rejecting this response because: 1) Monster has provided copies of a cruise certificate which I had requested multiple times. 2) Monster has not provided the current status of my account in writing although they have promised several times to do so.  3) Monster has not clarified that I am able to access the additional trips in my account as I have completed 2 in person time-share presentation trips.    They claimed I was not eligible as they required one presentation to be foreign and one domestic while the 2 i had completed were outside of the country.   3) Monster has not provided me with a single point of contact/manager that would be able to communicate with me on a consistent basis.   Every contact has been with a different person and in effect, starting over with the issue and the process.    Please advise as I am very displeased with the service and would prefer to receive a full refund of my $650.00 purchase fee to resolve these issues.... 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2023

  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.

  Recently, I have been getting multiple telemarketing calls regarding a travel agency, and finally determined the calls to be coming from "Monster Reservations Group LLC". I am on the Do Not Call List, and have never gave this company any permission to telemarket me, or inquired about their services. I reached out to the company to discuss the matter, and was promptly hung up on. Upon further research, it appears this is not an isolated situation, as the company has faced litigation multiple times for their telemarketing practices. At this point, I need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve the matter. Simply "removing out number" will not suffice. If I do not receive contact, I will forward this matter to an attorney that specializes in TCPA matters. I hope we can resolve this without such action.

  

  Business Response

  Date: 01/03/2024

  We have spoken with ****************** via email and she stated that her concerns have been addressed. 

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  Previous to this complaint being published, I had informed the BBB that the matter had completely been resolved by Monster Reservations. You can consider the matter closed, and resolved to my satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/27/2023

  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.

  I got a call from Monster Sales, on 28th Nov 23,offering me all inclusive vacation pkg.The callers name is ***************************,who claimed to be a senior mgr&she gave me offer of $747 for 2Adults for 6d/5n all *********** $99 per adult as upgrade to convert the stay to 2br condo style at *************************, **********.I told her that I hv 2 more families who would be interested if we all can get reservation for 30th Dec 23 at **********,to which her response is that yes,all 3 families can travel together for 30th Dec. She also offered us additional 4x6d/5n all inclusive vacation for ******,*********&*******.We all paid and immediately called reservation and this is when things turned ugly.1.The rep who came on line told us that we cannot get anything for 30th Dec 23 2.We 3 families cannot travel together 3.There is no such thing as upgrade and we have to call resort to pay additional money and the amount is not known 4.We called ******** and she said she will escalate to a senior mgr with higher pay grade 5.We got call from *********************************,**********&he said he is trying &came back with negative response&he gave us a counter offer to retain us 3 families as customers 6.I sent email to ******* on ****************************&he is just buying time. I asked him how come he has gmail.com email if you are working with Monster to which he reassured me that he is working for Monster and he requested us to stay as Monsters customer offering us 50% of what we paid, along with 5 all inclusive vacation with 6d/5n open for life and 8d/7n stay any where in the world open for life and all this he offered for each family.7.I have called *****************************, who claims to be a senior manager, on *********** and she has not returned any of our over 10 calls. At the time of booking she called me right away and as soon as the money is charged, she is not answering my calls at all.Nothing has been done as promised. Attached is my email communication with ******* and Monster.

  

  Business Response

  Date: 01/11/2024

  We have spoken briefly with ****************** and provided him with one of our TMs direct email contacts to let us know when he is able to speak in more detail so we can work towards a resolution. We look forward to assisting ****************** when he is available. 

  Customer Answer

  Date: 01/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am satisfied with the resolution, however, we are still waiting for the refund.
  
  Sincerely,
  
  ***************************