Complaints

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I was checking my bank account and I found that I was charged 22.26 for a magazine subscription that I did not order. I was charged on 7/26/23. On 8/10, I called and was told that the refund should take 2 business days. As of 8.10.23, it still was not credited. I checked my account again on 8/14 and was told 7 working days. I checked again on 9/9/23 and my account has still not been credited so this is why I am asking for your help.

• Initial Complaint

  01/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 29 while watching TV an infomercial came on TV advertising an Ultimate collection of ***********************. Of course the infomercial plays it up as rare material that is a must for any *********************** fan so I being the fan I am purchased the collection. After receiving it and watching a few of the DVDs it seemed like it was not something that I hadn't seen before and nothing that you would call "Ultimate" collection for any fan. So now to the complaint. The commercial stated no less than 5-6 times that if not completely satisfied you would get a full refund no questions asked. I not being satisfied called the company for a refund and they told me all sales final and I could not get a refund because the item I purchased was discontinued and not able to be refunded. This was news to me. No where in the commercial did it state that it was discontinued or while ordering it online did it mention it. I emphasize I was informed of this satisfaction guarantee so often during the infomercial that it became annoying. I then ran to the computer and ordered the product. While ordering it I never noticed that is was a discontinued product and that the complete satisfaction guarantee did not apply. The guarantee was the main reason I took a chance on this product. They told me that they do not change their commercials when items are discontinued and that its up to the customer to know that items they are ordering are discontinued. I did not see anywhere while ordering the item online where it stated that I would the item was discontinued. TIME LIFE needs to do better and making this point prominent when someone orders on their website. TIME LIFE should also be made to change their commercials when an item is discontinued and not under their guarantee.

  Business response

  02/24/2023

  Dear *******,

  Since you ordered the product online you received the Final Sale discount of $149.90 compared to $239.92. We do understand the confusion of the two  offers and will allow you return for a full refund should the item  be delivered to our warehouse before 3/15/23. We have made a note on your account to be sure you're return for a full refund gets approved.

  Thank you!

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased passage on the "Ultimate Disco Cruise" ($5298.00) from StarVistaLive (SVL) on December 29. The cruise is scheduled to depart February 25 on the ********* ****** from Miami. We just received emails from ********* and SVL informing us that full vaccination verified by shot card and a supervised negative test a maximum of 3 days in advance are required. Prior to making our purchase, we had searched the internet for any Covid requirements for cruising and in particular the CDC, *********, and SVL web sites. We found no REQUIREMENT for vaccination. I called ********* and they too were surprised that while they recommend vaccination, it is not required. I then called SVL and was informed those were the requirements and "NO, a medical exemption would not be honored." I was further informed that I had agreed to UDC2023 terms as described in the link provided in their email receipt of 12/29/2022. Here is that link...**************************************************************************************. Vaccination requirements are described in Section 13a where it is stated they "strongly recommend all guests be fully vaccinated". It is further stated in Section 13b that "they are currently monitoring all updates from CDC and others and will follow and advise our guests of any additional protocols WHEN ADVISED." My purpose here is to apprise you of this situation. I believe you have interest in this matter since SVL's vaccination requirement is contrary to Florida's announced position and SVL is selling services originating in Florida. Right now it appears that we will not be cruising and will be forfeiting our payment. CDC well publicized the removal of their Travel Health Notice on March 30, 2022 and by ~October 31, 2022 ********* and other cruise lines had as well. Since then CDC has not moved to reinstate the THN which from the statement in Section 13b would have been necessary for SVL to reimpose the vaccination requirement.

  Customer response

  02/24/2023

  From: ********* <*****************>
  Date: Thu, Feb 23, 2023 at 5:27 PM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: <*************@mybbb.org>
  
  
  ****************,
  My issue with StarVisraLIVE has been resolved in our favor.  There is no need for further action on your part.
  
  Regards,
  *********************, ***
  ************ 

  Customer response

  02/24/2023

  From: ********* <*****************>
  Date: Fri, Feb 24, 2023 at 8:49 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: *********************** <************@mybbb.org>
  
  Thank you. The resolution was a credit to cruise next year with no vaccination requirement. We were surprised but very pleased.
  Again, no need for any further action.
  Regards,
  *********************, ****
  ************ 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  06/14/2020thru 11/01/2021 I paid $7314. to Star vista Live for a Soul Train cruise. The cruise sails each Jan. but was postponed due to covid 19 from Jan. 2021 to Jan 2022 . In Nov. 2021 I called and emailed with them because my Dr. advised me against going due to me having a liver transplant 15 years ago and omnicron had gotten bad. I wanted to reschedule for the cruise the following year but was told I couldn't because they hadn't decided on the dates for the next year. For about 2 weeks I called and emailed with ******* *******, Starvista live, Soul train, and Travel protection Ins. trying to decide. I didn't want to cancel and was trying to find out my options. I kept getting passed around. Finally, I was told that Travel Ins. was going to settle but in order to file a claim my trip had to be canceled. So Star vista automatically canceled it without my permission. A few weeks after my trip was canceled the cruise ships were shut down again due to covid. Travel Ins. denied my claim and Star vista claimed that since my cruise was canceled before they were shut down that I couldn't reschedule with everyone else. It feels like I was tricked and they rebooked my cruise for GREED! During a covid pandemic to have such poor customer service when other cruise ships were working with customers. It's so sad to treat 70 year old senior citizens this way.

  Business response

  09/08/2022

  
  With respect to ************************* complaint #********, please note that:

  Soul Train Cruise 2022 was not cancelled. It sailed March 26, 2022.

  ****************** states that he feels he was tricked into thinking ****** ***. (the travel protection company) was going to settle. The travel protection company is a completely separate entity from StarVista Live and the Soul Train Cruise and all  other entities that we operate under. We are not signatories to any agreement that a guest signs with the travel protection company and we have no control over nor any visibility to that agreement. We have no standing to respond to ****************** should he have a dispute with a third-party travel protection company.

  With respect to ****************** sailing, we would like to point out the several choices that ****************** made in writing to us.

  June 14, 2020, ****************** signed the Terms & Conditions for the 2021 cruise that indicated all payments are non-refundable.

  When we rescheduled the 2021 cruise to 2022, we offered guests the option to move their reservation to the new 2022 date or accept a Future Cruise Credit. ****************** chose to move his reservation to 2022 and sign a new set of Terms & Conditions for the new date.

  When the charter company, Holland America in this case, advised us that our sailings were to be fully vaccinated sailings, we again offered guests the option to sail vaccinated in 2022 or accept a Future Cruise Credit. In a number of cases, guests were unable or unwilling to provide proof of vaccination and we refunded. At this time ****************** once again signed the Terms & Conditions.

  In summary, ****************** did not accept a Future Cruise credit which was offered twice, nor did he advise us that he was unable or unwilling to provide proof of vaccination. 

  It appears to us that his issue is with the Travel Protection Company not with StarVista Live.

  Business response

  09/16/2022

  Perhaps a highlight chronology of events will help here.
  
  6.14.20               ***************** books the Soul Train Cruise and is advised payments are non-refundable.He signs our Terms & Conditions which clearly advise payments are non-refundable.
  
  10.14.21            When we announced the ships Covid-19 Health & Safety Protocols, we gave guests, including ******************, the choice to sign a new set of Terms &Conditions with the new Health & Safety Protocols OR accept a Future Cruise Credit). ****************** signed the new Terms & Conditions choosing to sail in 2022.  
  
  11.29.21             ****************** inquires about cancellation but then advises us that he doesn't want to cancel.
  
  12.6.21              ****************** advises that he is going to pursue a Travel Protection claim and on 12.7 starts that claim.
  
  ****.21               We cancel **. ******** reservation as he cannot pursue a Travel Protection claim while still booked
  
  Through February 2022, ****************** was still pursuing a Travel Protection claim and then in March 2022 requests a Future Cruise Credit which was denied as he had been cancelled in December 2021 in order to pursue a Travel Protection claim. However, last week we offered to try and find a cabin on the Soul Train Cruise 2023.
  
  In summary:
  ****************** signed the initial Terms & Conditions in June 2020
  We gave ****************** an additional opportunity in October 2021 to sign updated Terms & Conditions or to choose a Future Cruise Credit. He signed the second set of Terms & Conditions foregoing a Future Cruise Credit in November 2021.
  In December 2021, ********************** forced a cancellation so that he could pursue his Travel Protection claim.
  Finally, just last week, we offered to try and find a cabin for ****************** on Soul Train 2023.
  
  ****************** made the initial decision to sail, rejected a Future Cruise Credit made in October 2021 in writing, forced a cancellation by his filing a Travel Protection Claim in December 2021, and now has rejected a second Future Cruise Credit offer we made last week, which incidentally is still on the table.  
  
  His comments notwithstanding, we are again offering to find him a place on the 2023 Soul Train Cruise, which seems to be what he wants. Will he accept our offer for a cabin on Soul Train 2023?

  Customer response

  09/29/2022

  [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 would love to accept a cruise credit for 2023 if offered being that is all I have been wanting all along.  I have never been offered this. So I will see if they make me this offer I will gladly accept.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/26/22 at 830pm I placed an order, as a gift, for 13 cd collection for $127.16. however within a few minutes I learned that the person I ordered it for already had this collection. I went back to the time life website to cancel the order. I couldn't find it. I went to my email and there was no notification from Time Life that I had placed the order. I began to panic wondering what had happened to my order I called customer service at approximately 8:50pm on 5/26/22 a woman answered the phone she said the reason I couldn't find my order is because it hasn't uploaded that it takes 24 hours I told her I needed to cancel the order she took my information and said that it was not in her system yet that she was not able to cancel it as for me not receiving an email verification of placing the order? she said that when the order ships I will receive the email. she told me to call back in the morning and cancel the order I've never dealt with a company that does e-business this way at 9:00 a.m. when customer service opened on 5/27 I called to cancel the order. now I was told that the order already shipped ..at 6: 00am in the morning. I explained that this wasn't acceptable that the website says you can cancel and order as long as it hasn't shipped and I tried to cancel it up until customer service closed and then as soon as it opened and was told I could not cancel it both times and now it's shipped. I was now being told that I would have to pay to return the product. I asked to speak to a supervisor because I said this was not acceptable I did not want the product and I did everything to cancel it and was refused so I should not have to pay to return it I was told there's no manager to talk to and the only way to return the product is to pay to return it and then wait weeks to get a refund which by the looks of other people who have reported to the BBB getting a refund I want a prepaid label to return the product and I want an expedited refund

  Business response

  06/27/2022

  Dear *******,

  In order to get our products to our customers as quick as possible, the shipping process starts immediately after the order is placed. We see you've been refunded in full for your purchase. Please call our customer service team with any further questions.

  Thank you!

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March, I paid this business $154.00, via my credit card for a CD collection. To date I have still not received the product that I have ordered. Another issue with this business is that in addition to the $154.00 credit card charge, they withdrew $2,000.00, from my bank account. Every time I call customer service they give me the runaround. They can't tell me where they are located or where they mailed the package to. I call ***** and they tell me the package is lost and give me different tracking numbers. I would like Time Life to provide me with the product I paid for, if they cannot do this I want a refund. I also want them to return the $2,000.00 they took from my account.

  Business response

  04/20/2022

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

  We're sorry to see the first package never made it to you! We're terribly sorry about the delay, and refunded you for the speedy shipping you had purchased. I'm happy to see the reship we sent you was received 4/9. If by any chance you want to return, please call our customer service team and we can provide you with a prepaid return label. 

  Thank you!

• Initial Complaint

  03/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Absolutely the most terrible company I’ve witnessed. They have zero customer service. They do not offer any type of online payment abilities. They do not respond to email. I paper mailed a payment and they ignore it.

  Business response

  04/20/2022

  Dear *** ****, 

  We're sorry to hear about your experience and that we don't offer payment abilities online. I saw you got in contact with our Customer Care team 4/18 and 4/19, and acquired information on where to send a payment by mail. Please call or email our customer service team if you have any other questions.

  Thank you!

  Customer response

  04/20/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ** ****** ****
  

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a cruise through StarVista with the impression that they were conducting the cruise and owned the cruise company. I paid my money in 4 installments, $4298. Once completed, I contacted StarVista to make sure my reservation was secure and report that my guest had not yet been added to the reservation and I was unable to add the guest myself. They did assist me in adding my guest and also informed me that I should download the ********* app to get my boarded pass and upload necessary documents to be ready for sailing. I downloaded the ********* app but was unable to add my guest. I called StarVista back and informed them that I was unable to add my guest and I was instructed to call ********* for assistance because StarVista had sent everything to *********. I called ********* and they had no knowledge of any information on my guest. So I made a 3 way call to StarVista with myself and ********* and got voice mail and we both left messages in regards to the problem and asked for a return call to help resolve the problem. Neither I nor ********* received a return call from them. I continued to call numerous times per day only to get voicemail leaving messages requesting a call back and never received any return call. Still to this day, I have not received that return call from StarVista to see how they can assist me. The public should be warned that once this company receives your money, they are unwilling to help resolve your problems. I was able to finally resolve my problem myself, but with NO assistance from StarVista and I continue to wait for that phone call from them to ask if they can be if assistance in helping me resolve my problem. My advice to the public is NEVER book anything with StarVista, go directly to the cruise line you will be sailing in. If I had know it was on *********, I would have booked everything through them and had no problems. The ********* representatives were very helpful but limited in necessary info. Thank you

  Business response

  03/11/2022

  With respect to the customer issues referenced below, please note that we pulled our phone records and just in the 30 or so days prior to sailing, our agents spoke to the guest on five separate occasions: Feb 24 for 7 minutes, Feb 14 for 15.6 minutes, Feb 9 for 5.7 minutes, Jan 31 for 3.7 minutes and Jan. 20 for 11.9 minutes. Our goal is to respond in real time or within 24 hours which we seem to have done. In a review of the calls (all of which are recorded), the guest did not mention an inability to speak with us and our reservationists did not indicate an unresolved issue.
  
  StarVista leases the ship for the themed cruise sailing from ********* and all cabins must be purchased through StarVista. ********* cannot, nor would anyone at ********* or StarVista suggest otherwise, sell any cabin directly to the guest.It appears to us that the guest was able to change cabin mates.

*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. ↩