ComplaintsforClear Travel Services LLC

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We were promised a travel plan with the lowest cost for trips. We have talked to a representative for different trips but received no follow up. The company doesnt respond to our request. We paid good money, but have not received good service. We would like to cancel our plan and refund our costs.$7000

• Initial Complaint

  02/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE: some major concerns regarding Clear Travel Services. We attended a presentation in June2023 and paid an exuberant amount of money to join the company. 1. Discrepancy in Pricing: Despite receiving a quote of $3,000 from the *** of Clear Travel Services for a trip to ******* during the presentation, I ended up paying $3,072 or $3,090 the following day.This inconsistency raises concerns about the integrity of the pricing process.2. Points Accumulation: During the presentation, it was repeatedly emphasized that customers would be eligible for all points, mileage & rewards for bookings made through Clear Travel.However, I did not receive any points from a stay at the ************* in *******, contrary to the assurances provided.3. Misleading Offer: The promise of a free cruise if signed up on the same day was a significant factor in my decision to join Clear Travel. However, upon attempting to book the cruise, I was informed that the offer was only valid for a Caribbean cruise, despite no such limitation being mentioned during the presentation.4.Price Match Guarantee:Clear Travel's contract states a price match guarantee of 110% for any lower prices found on travel benefits, products, or packages offered by the company. However, when attempting to avail of this guarantee, I was informed of undisclosed restrictions and limitations, including the requirement for the lower price to be found on a PUBLIC website.5. Wait times when contacting Clear Travel's concierge service have significantly increased in recent months, with wait times exceeding 8 minutes on multiple occasions.In light of these concerns, we wanted to speak to ****, the *** of Clear Travel,who we tried to email but were not sure if we had the correct email address. We have also contacted multiple company representatives in the last few weeks, but have not heard back. Involving BBB was our last option as we had been hoping to resolve the matter internally. ******************************* Clear Travel ID: *******

  Business response

  02/28/2024

  Dear Mrs ********,
  Thank you for bringing your concerns to our attention, and we appreciate the opportunity to address them.   While we regret any inconvenience you may have encountered, we would like to highlight that you have already saved over $7,500 through our services, including a $3,000 savings on your Jamaica trip and a $4,500 savings on the cruise, therefore you are not entitled to get a refund.
  Please feel free to reach out if you have any further questions or if there's anything else we can assist you with.
  Thank you for your understanding.

  Customer response

  03/06/2024

  I am rejecting this response because:   While Clear Travel was quick to point out how much was spent and how much was not, the business failed to address any and all concerns raised in the original complaint, most importantly 1.about the members ALWAYS keeping their earned mileage from all the flights and points/rewards from hotel stays as per their promises during the presentation 2. 110% price match guarantee- see page 8 of the contract- Benefits and features ( attached) where it states: if you find a lower price on any of our services or products, we will not only match the price but we will beat the price by 110%. We had found a better price via Expedia and when brought to the attention of a Clear Travel customer service representative, they informed us - it must be a public website and we cannot be logged in to our accounts. Who in their right mind would obtain their exclusive very expensive membership by joining ,if the prices are better via a regular website such as Priceline or Expedia??? 
  
    
  
  While we are definitely glad to finally get a response from CLEAR TRAVEL (as we had been trying for weeks to have the *** contact us prior to reaching out to BBB), however -the business used a very poor choice of words:  Inconvenience? more like a breach in contractAnd thank you for your understanding? Please feel free to reach out? - no name or number has been given/provided to whom we can reach out to if we wanted to.  Plus, worth mentioning that Clear travel has all our contact information in their client file, but chose NOT to address the issues directly with us.
  
  
  If potential new clients are reading this- do not sign up with Clear Travel. They will rope you in by promising many great things and not fulfill their obligations in their own contracts.
  
  
  
  
  
  
  
  P.S. for the BBB internal use only -please do not publish this part for everyone to see- what will be our next step? as, unfortunately,  it looks like the business will not back down, If there are any lawyers who would like to take on our case against CLEAR TRAVEL or if you could recommend anyone? DO we reach out to a newspaper or contact  FTC or our congressman/ senate representative or the district attorney?  Please, do let us know as we feel so cheated and deceived by the business. 

  Customer response

  03/06/2024

  Heres a copy of page 8 with the price match.

  Business response

  03/07/2024

  At this time, Clear Travel does not believe a refund is due to *** and *********************.  The program has provided substantial savings on a trip taken and an upcoming trip to *******  We are investigating the price match issue with RSI vacations, a third-party provider.  Next, Clear Travel does not have any guarantee of hotel loyalty program points.  The rates offered are discounted and the loyalty points are awarded at the discretion of the provider.  It is not uncommon for loyalty points to be denied on highly discounted rates.  I am sorry it was not clear to *** and ********************* at time of membership purchase.  I hope *** and ********************* enjoyed the trip to ******* and I hope they enjoy the upcoming cruise to ******.

  Business response

  03/07/2024

  Please update the mailng address of Clear Travel Services to *****************************. 92880.

  Customer response

  03/09/2024

  I am rejecting this response because:   The 110% price match guarantee and the assurance that the Clear Travel members will ALWAYS get to keep their points and miles were the HIGHLIGHTS of the presentation. We totally heard and understood it- there is no other way for us to interpret those statements spoke out loud by the people who held the presentation . Note to Clear Travel to please inform us of the results of your investigation via email while we look at other options of reporting this fraudulent business ( organizations such as FTC, the ** , the New ********** etc)

  Customer response

  03/19/2024

  To whom it may concern,  has there been any response back from the company?  
  

  thank you 

  *******

  Business response

  05/21/2024

  ********************* has received a lot of value from her membership with Clear Travel Services.  An extremely discounted trip to ******* was booked on July 22, 2023 and travel took place on July 31, 2023.  In addition, ********************* is traveling to ****** in August 2024 for an extremely discounted price.  She has utilized the program and experienced the savings.   A refund is not due.  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We were in a presentation for Clear Travel on Aug 15th. We liked that they were willing to buy ** out of our timeshare. We ended up going back on the 16th and bought into Clear Travel and in return they gave us a deal to buy out our timeshare from us. Were were told that they would discount the membership for Clear Travel and then add $500 per time share to the cost to cover the transfer fees of the time share. It is now Dec 6th and we are still dealing with everything. We are now being told by a third party that we need to cover the cost of the transfer fee if we want to keep moving forward. No one from Clear Travel is calling us back. Not even the person who sold us on all of this. I have emailed several times and get nothing. We have no idea what to do at this point.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company sells memberships much like ******* Buying in supposedly means gaining access to significantly discounted rates to hundred of vacation properties, hotels and the like. We paid 50% of the buy in fee with the other 50% divided out over 12 months. Unfortunately, I have been out of work for 3 months and lost my income. On top of that, the reduced rates they advertised have not translated into significant savings. It is impossible to contact them; they give you the run-around and refuse to return calls or emails. I sent a formal letter via certified mail asking them to meet me where ** at as I cant afford to pay and have no intention of vacationing anytime soon. Keep the money already paid but just stop collecting future payments. Its not as if theyre out anything; Im not using the service!! They have not responded or acknowledged that letter in any way. Furthermore, I continuously email the business and they simply dont respond. Its ironic because the email address is ******************************************* What kind of customer service is that?! I worked customer service for over 20 years. NOT responding is NOT an option.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Follow up to original complaint. on October 26 received a reply from ************************* about the refund notifying us that we would receive confirmation of cancellation of membership and refund the following day. To date I have not heard anything from him or confirmation from anyone else about our refund. I have since sent him three more emails asking for an update. A company simply refusing to respond to something they said would be handled over two weeks ago.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Went to a seminar for CTS in May/June 2023 and ended up paying $6k for membership. First it was a nightmare and struggle to get info to log onto their site to book a trip due to lack of communication. Finally booked a trip thru concierge service for September 29 thru October 1 of 2023for a little getaway. Hotel room was not cleaned prior to our check in and the front desk manager quickly refunded us for one night of our stay but had to issue the refund to Expedia since CTS had booked thru Expedia. So on 10/02/23 my wife called CTS to request a refund for one night of our stay. She was told that they couldnt put the refund back on my credit card but they would send us a gift card with the refund on it in approximately 10 days. We have not gotten the gift card and the concierge services Mgr is not returning our calls. We left a couple of messages for ******* with no response. After reading BBB reviews I am convinced this was a scam. My wife wants to seek legal recourse and report to the federal government. They string you along until you have exhausted the grace ****** for a refund. Now they are not answering any calls to any of the numbers associated with this scam of a business.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Seminar was held with a promise no stings attached by Clear service group vacation club. Found the expense was not affordable. So we ask for what was promised, (Two Free) airline tickets in *******. Now after doing there ask, they now are asking us for ***** pre person, after reading some of the reviews your site thats provided, I decided to ask the bbb for help in this matter so we can help others in this situation. Please and Thank you.

  Business response

  11/17/2023

  Dear *****,
  I hope this message finds you well. It deeply concerns us whenever a customers expectations are not met.
  Regarding the distribution of gifts, I want to clarify that this process is managed by our marketing company. However, in an effort to make things right, I've arranged for a better certificate to be sent to you directly as a gesture of our appreciation for your understanding and patience.
  Thank you for your understanding and for bringing this matter to our attention. Your satisfaction is of utmost importance to us, and we are committed to making things right for you.
  Please feel free to reach out if there's anything else we can assist you with. 
  Warm regards,
  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We attended a seminar with Clear Travel Service LLC. on 10 /8/23 . We were offered a free cruise with air fare and a balcony upgrade. After multiple attempts to get the booking, we were told the only cruise available to us would be during hurricane season,September or October. This is unacceptable to us ! We feel we were led to believe in a false agenda. My wife has a condition so we need a balcony. The people were very rude to us ! We never would have joined them if we knew what they had planned for us.

  Business response

  10/18/2023

  Dear **********************,

  You were offered an upgrade to a junior suite with balcony in lieu of the airfare inclusion for the February 24, **** sailing of Enchantment of the Seas.  Unfortunately, the 7-day cruise is a promotional trip with limited availability.  The reservation agents have offered several spring sailing dates as well as fall sailings.  We are happy to look into sailings for **** to accommodate your desired dates of travel.

   

  SM

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was promised a gift for attending a travel seminar. I chose the ****** Android 7 tablet which was to be delivered in 21 days. It did not arrive after 4 weeks , so I called clear travel and was told a sales person would call back. No one returned my call, so I called back and talked to ****, she said she would check on the status of the tablet and call me back in a couple of hours. She didnt call back.

  Business response

  09/27/2023

  Dear ***,
  We sincerely apologize for any delay in your gift redemption. Due to a high volume of requests, some deliveries may be momentarily delayed. Rest assured, we are committed to resolving this promptly and will expedite the shipment of your gift without any further delay.
  Thank you for your patience and understanding.
  Best regards,
  Customer Service Manager
  

  Customer response

  09/27/2023

  I am rejecting this response because:   I have reached out to Clear Travel 3 times and have not received a response until the BBB complaint. If the case gets closed , I know this will not be resolved.

  Business response

  10/03/2023

  Dear ***,
  We completely understand your concern, and we want to assure you that your gift has indeed been sent. If you have any more questions or require assistance, please feel free to contact us at ******************************** Your satisfaction is of utmost importance to us.
  Warm regards,
  Customer Service
  
  

  Customer response

  10/07/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi ****** nice talking to you ********************** nov 11to21 ********** ocean front have the room C895297H1 price change quoted price ******* also need flight Jet blue direct extra leg room quoted price ****** /person need 2 tickets ***** would pay upgrade Iberostar Grand paraiso ****** ocean view 12/6 to12/20 C886792H1 have the plane already just need price change Ibereostar ******************************** *********/14 to 2/21 C986211H1 ocean view price change need a flight also direct dates 2/14 to 2/26 for two all these flights are from ****** ****************** also ***** said since i am a member of the iberostar I get a free upgrade room if available he said he would also check on that ******** ******* 4/22 to 4/30 have the plane need a room at the westin need prices for the ******** derby for six place to stay and six tickets also plane direct flights from ****** ******************* ***** also gave me a royal caribbean cruise 8days 7 nights ocean view room with balcony everything that was told to me they could not fulfill all the prices they quoted were LIES thank you

  Business response

  10/28/2023

  Unfortunately, ***************************** had several trips booked prior to joining the Clear Travel Services program.  The resorts were booked and we were not able to rebook his trips at the preferred rate.  A reservation manager is reaching out to the client to assist with future reservations. 

*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. ↩