Complaints

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  October 2022, I booked a trip to ***** with Let Sparks Fly, owner ******** Sparks. The Dubai Glam trip was 10/18-27/2023. I made monthly payments from 10/28/2022 -10/8/2023 totaling $4639.00. ******** had several zoom calls, advertising the hotel accommodations and approximately two (2) weeks before traveling to ***** the hotel accommodations change. The room was booked for double occupancy with two(2) queen ***** Upon arrival at hotel, two queen **** were not available. A room with a king *** and pull out sofa was offered which is not what I paid for or what ******** advertised on the zoom call. I requested a king *** room. The travel ambassador, ***************************, made the following offer: Stay in the king ***/ pullout sofa room until 10/21/2023, then switch to the two(2) queen *** room and ******** would give me $1,000 refund. I agreed to the $1,000 refund. I told ******** , I didn't have Zelle or cash app and to refund/credit the credit card I used for payments. She said ******** said she would mail me a $1,000 check.Upon my return, I didn't receive a check. I have contacted Let Sparks Fly numerous times via phone calls and emails without a response to either on the status of the $1,000 refund check. I want the $1,000 check ******** Sparks said she would give me for the room problem. Her travel ambassador *************************** is a witness to this $1,000 refund .

  Business response

  01/19/2024

  We acknowledge the situation described by the client regarding the accommodation changes during the Dubai Glam trip and the subsequent agreement for a $1,000 refund. It's essential to point out that upon arrival, the hotel did not have sufficient twin bed accommodations available for the first three nights. However, twin bed accommodations were provided for the remaining five nights. For this slight inconvenience, a $1,000 refund was offered to impacted clients, including the complainant.

  
  It is also important to note that all itineraries, including hotel accommodations, are subject to change. In this instance, the change was to another 5-star luxury hotel, ensuring the high standard of accommodation was maintained.

  
  This client was one of four who were offered this refund due to the accommodation changes. The preferred method for issuing these refunds was through electronic means such as Zelle, Cash App, or PayPal, and the other three clients availed of this option, receiving their refunds within 24 hours.
  However, this particular client stated she did not have access to these electronic payment methods, despite having used PayPal for all her trip payments. Given this contradiction, and her insistence on a mailed refund, we complied with her request. The refund check was sent to her via mail. If the client has not yet received this check, we recommend she contacts her local postal service for further assistance. We regret any inconvenience caused and remain committed to resolving this matter satisfactorily.

  Business response

  01/19/2024

  I am writing to provide additional context concerning a recent complaint filed against our company by a client regarding a trip organized to ******
  
  I would like to take this opportunity to express that throughout the duration of the trip, this particular client exhibited a pattern of challenging behavior, often expressing dissatisfaction over minor issues. Despite these difficulties, our team strived to address her concerns promptly and with the utmost professionalism. Our commitment to customer satisfaction remained unwavering, as evidenced by our efforts to offer solutions, including a substantial refund, to ensure her comfort and happiness.
  
  We understand the importance of maintaining high standards of service and customer satisfaction, which is why we took significant steps to rectify the situation caused by the unforeseen change in hotel accommodations. We believe that our response was in the best interest of the client, considering the circumstances.
  
  We appreciate the role of the BBB in facilitating a resolution to customer complaints and wanted to ensure that you have a complete understanding of the situation from our perspective. Our team is dedicated to providing exceptional experiences for all our clients and we regret any instances where we fall short of this goal.
  
  Thank you for taking the time to consider this additional information. We are committed to working with the BBB and the client to resolve this matter satisfactorily.
  
  Sincerely,

  ******** Sparks

  Customer response

  01/23/2024

  I am rejecting this response because:   

  It's essential to point out ******** Sparks is incorrect on the *** accommodations upon the arrival date of 10/18/2023 . A room with two queen **** were not available upon arrival. The two queen **** were available on 10/21/2023. Upon arrival, a twin pullout sofa *** and king *** was provided. The twin pullout sofa *** was very uncomfortable for my roommate the first night. The subsequent nights we share the king *** for sleeping purposes. 

  I do not have a pay pal account and did not use Pay Pal for my trip payments. ******** Sparks sends a monthly invoice for trip payments. It states "For your convenience , we accept ****** Master Card, AMEX, Discover, and PayPal)." See  Sparks Fly Invoice attachment above. I made payment with Master Card ending in 2280. See Let Sparks Fly attachment above. My Dubai Glam trip was paid with a Master Card form 10/28/2022-10/2/2023 and is indicated on the invoice. See ***** Dubai Invoice attachment.Therefore there is no contradiction to my having access to electronic payment methods. Furthermore, I do not use Zelle or Cash App. I communicated with *************************** ,the travel ambassador, to refund $1,000 to the credit card. I was not told if ******** Sparks could not, would not, or did not possess the knowledge to submit the refund to my credit card. So I was told she would send me a check in the mail.

  Upon my return home, I did not receive the $1,000 refund check. On 11/3/2023, sent email requesting status of $1,000 refund check and received no response to the email. On a followup phone call, she stated she had not mailed the check and was mailing 90 packages the following week and would mail the $1,000 refund check.I still did not receive and 11/20/2023 sent another email requesting the status of my $1,000 refund check. The only response to the mail was an automatic reply message stating out of the office. See refund request email attachment.  I left several phone messages and never received a return call. On 12/8/2023, had a phone conversation with ******** Sparks requesting status of my $1,000 refund check, she stated she had not mail the check, didn't know when she was going to mail it because she was going to be traveling and would send me an email when she mailed it. I never received that email or my $1,000 refund check in the mail.

  Because I have not received my $1,000 refund check in the mail that ******** Sparks wrote she mail, provide a copy of that cancel check, if there is no cancel check put a stop payment on that check. I will accept a $1,000 refund to my Master Card ending in 2280 that was use for my trip payments, check ,cashier check, or money order.

   

   

   

   

  Business response

  01/30/2024

  
  In reference to your recent complaint filed with the Better Business Bureau, I would like to provide further clarity on the issue of your refund.
  
  As per our terms and conditions, all room bookings are made as standard twin-bedded (two single beds) rooms with private facilities, unless a specific request for a king/double size bed is made. It is important to note that while we make every effort to accommodate bed type requests, these are subject to availability and cannot be guaranteed. See attached a copy of the terms and conditions.
  
  In your case, despite the adherence to our stated terms and conditions, we chose to offer a $1,000 refund as a gesture of our commitment to customer satisfaction and our value for our clients. This offer was extended to you and three other clients under similar circumstances. 
  
  Regarding the refund process, we provided the option for an electronic transfer through Zelle or PayPal, ensuring a prompt and secure transaction. The other three clients accepted electronic transfer through Zelle or PayPal, and payment was sent and received within 24 hours. You declined this method, despite having used PayPal for previous transactions with us. Respecting your preference, the refund was sent via mail. See attached a copy of the payments made via PayPal.
  
  With the dispatch of the refund as per your request, we consider this matter to be conclusively resolved. No additional payments will be issued in this case.
  
  Should you have any further inquiries or require more assistance, please do not hesitate to contact our customer service team.
  
  Best regards,
  

  Customer response

  02/03/2024

  I am rejecting this response because:   

  As of 02/03/2024, I have not received my $1,000 refund.

  I appreciate and thank  BBB assistance to resolve this issue in an informal platform.

   

   

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