ComplaintsforThe Tom Joyner Foundation, Inc.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my sister purchased a cruise through *** Joyner Fantastic Voyage. My sister is in the hospital, so we cant make the trip. I simply need to cancel this trip before I can submit a claim to my insurance. They refuse to give me the written information and cancellation forms I need. I have been calling them since April 9, 2024. I spoke to a Jaynae this morning. She said she would send me information. I checked email she sent me an email that said go to Outlook. I went to Outlook nothing is there.

  Business response

  04/22/2024

  I'm unclear why a complaint was filed. In talking with the passenger, she indicated that her sister was ill and they would not be able to make the trip and that they needed a cancellation letter to support their claim with their travel insurance carrier. This happens periodically during the cruise sales cycle and we're happy to oblige. But as I, and the **************** Representative, explained, we must have a writing indicating that the passenger wishes to cancel, which had not yet been provided. The Complainant responded with an email indicating her desire to cancel and I've provided her with a cancellation letter. I believe that the issue is resolved to everyone's satisfaction.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 18, 2019=paid in full $4,695 for TJMS cruise. The cruise was cancelled and did not cruise on 3-28-2020. My cabin mate backed out due to the concern with Covid-19. I am being asked to give up 15% of my money because of no fault of mine to cancel the cruise. It appears that I am being penalized for the cruise being cancelled. I do not feel that is right nor fair to ask me to pay a penalty for doing nothing wrong. I am sure we can find people that may be at fault for the cancellation of the cruise but I can guarantee you that I am not one of them. I know right from wrong and there is no reason for me to be penalized for paying my money for the cruise on time, met the deadline imposed by your organization before June 30, 2021 and not stopping the cruise from traveling. I do not want to make a donation and I am requesting my entire $4,695!

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/09/10) */ Our cruise was rescheduled as provided in the Reservation Agreement ("RA") with the customer. As such, Mr ******* has a cabin aboard the cruise in November. Mr ******* has indicated that he would like to cancel, which is within his rights under the RA; however, he is more than 18 months past the time at which he can cancel and receive a refund. However, recognizing that some of our customers might not want to cruise, we offered a one-time option to purchase a cancellation waiver and receive an 85% refund. Mr ******* was even extended this opportunity nine months after the deadline for acceptance as an accommodation and he declined. As per his agreement, he has chosen to cruise and we have reserved a cabin aboard. And, as a further accommodation, we've allowed Mr ******* to cruise without the benefit of a cabinmate, which effectively gives him a cabin at half-price. And lastly, as advised verbally when he booked the cruise and in the agreement, we suggested that Mr ******* purchase travel insurance for just such a potential issue. Unlike many of our passengers, Mr ******* chose to take the risk in order to not pay the insurance coverage fee. A valid choice of risk. However, now Mr ******* demands to unilaterally be able to rewrite the agreement in his favor by which he gets all the reward without any of the risk. It's too late. Mr ******* did not cancel, nor did he choose the cancellation waiver, so, by his choice, he is booked aboard the rescheduled cruise. He is not obligated to cruise, he still has the choice to cancel or to simply not attend. Consumer Response /* (3000, 12, 2021/09/29) */ Good day Mr. *******. Thanks for the reply. I would like to start that I was surprised that you were the one who replied to the BBB. I say that because you were directly or indirectly involved and n this situation every step of the way. Now I don't need to point out the inaccuracies of your reply because you already know what they are. Not that it matters but our conversations lead me to believe that you were someone that your reply to the BBB exhibited that you are not. I will say that I was very disappointed that it was you spreading those lies. You guys don't mention anything about the okay for me not having a roommate after I asked if I could sail by myself and not be charged; you said no! You twisted the truth about what I was told about the time your company provided for me to make a decision on what I wanted to do about taking this trip. You mention that Mr. ******* is 18 months past the time at which he can cancel & you know I have met all the deadliness put forth by this group. Your reply to the BBB was that I am trying to rewrite the agreement. That is laughable to me. It appears by your reply that you either have not read the agreement yourself or your reply is to make you and your cronies feel better about stealing my hard earned money! I will leave it there on that. Since you referenced the Reservation Agreement, allow me to do the same. "If the Fantastic voyage cruise is cancelled due to...the sole liability of the foundation to the payout shall be the pro rata refund of any monies therefore paid by the pay or to the foundation for the cruise for all obligations not then performed. I feel insulted that you would reference the contract as if one, I do not have a copy and two, I don't understand contract law. I will not attempt to explain to you because I think you know. If not, please review mutuality of obligation. Not only have you not provided the cruise in the date that we agreed upon, you have provide a different ship, different entertainment and not to mention, the locations that will receive the ship have issues with Covid 19 that would be considered worse that what we have in America. One item that was part of your reply that I agree with. Mr. ******* does have a choice. I choose not to accept your 85% offer for my monies. I am requesting a full refund of monies paid. Yes I do have a choice and I will utilize my options of sharing with the authorities about this process. My next letter that I write will be to the Department of Transportation. Their website leads me to believe that they do not agree with your view on what constitutes a full refund. For some reason I think that your group think this is a game. Well guess what....this game is on. Thanks **** ******* Business Response /* (4000, 14, 2021/10/05) */ It is unclear as to why this complaint was reopened. There are no new facts. Mr. ******* would like different terms than those offered under the Reservation Agreement. We have not agreed to his modifications as is our right. We continue under the Reservation Agreement and we welcome him aboard in the cabin he reserved. Consumer Response /* (4200, 16, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1 more item. Your current website is offering "100%of monies paid" for the cancelled or postponement... but yet y'all are "giving me the business " about the return of my monies. Now I see why they penalize groups like you in the court of law. That is evil. This is distorting the positive thoughts that I had with TJMS with your current actions.

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