ComplaintsforEZ Traveltrips.com

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a vacation package from EZ travel trips on 8/30/24 We agreed to a layaway package we were supposed to pay a downpayment of $21.16 and monthly payments of $5 for 18 months. They charged my card twice for$42.32 a total of $84.64 they then sent terms and conditions of the transaction after receiving payment which makes them void. I verbally cancelled on 8/30/24 then again in writing on 9/5/24 they still did not cancel my account and only gave a partial refund. My bank is involved as they were notified immediately of the fraudulent charges.

  Business response

  10/10/2024

  Tionna

  We want to apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.  
  We have refunded the remaining balance from your layaway purchase.  
  Please reach out to us if you have any remaining complaints. We are always happy to help! 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want a refund from EZtravel trips. My daughter has severe health concerns and I am unable to travel because I am taking care if her. I had told eztravel that I was not interested during the initial phone call but because I did not cancel in 14 days they will not issue a refund. You would think that ******** would understand that my daughter is sick and understand that traveling is the least of my worries. I told EZtravel I was not interested in their package during their initial call. The fact that EZtravel won't give me a refund considering my circumstances with my daughter proves to me this company lacks humanity and integrity. How they can possibly think I want to go on vacation when my daughter is ill is beyond conception.

  Business response

  09/05/2024

  *****, 

  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  We do sympathize with the struggles you are facing with your daughters health, and we wish for a speedy recovery.
  We have cancelled and refunded your vacation package and were in contact with you throughout the process via customer service ticket # ****.

  Thank you,
  The EZ Travel Trips Team
  
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 27, 2024 I purchased a vacation package from ******** for ******. In May I started calling to book a trip for June or July because I am a teacher and off during the summer. You only have 12 months to take the trips so I was trying to book. After several unanswered phone calls or returned calls, I finally did a request on line. I received an automated response with a location and confirmation number to speak with a ***resentative and to this day I haven't heard from anyone. At this time I would just like to get my money back. Also I think that it is a scam because I am still getting calls from the company saying that I have funds available from before Covid which is the same line the other *** told me. Also being a teacher gives me limited time options that's why I was trying to get 1 trip in before the summer ended. I just want a refund.

  Business response

  08/08/2024

  ********,
  We want to apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  After reviewing your account and the interactions with our staff, we believe we did meet our high standards of customer service. First, we state that all calls are recorded. We contract two outside companies to record each call. We reviewed your phone number in our system, and it shows that we attempted to contact you on 7/11/24 at 2:41 pm one of our Reservation agents reached out for your 2:45 pm appointment time and left a voicemail. On 7/23/24 you returned our voicemail at 5:55pm and all agents were on calls helping other customers get out on vacation, and we returned your call on 7/23/24 at 5:57 pm. We also have also sent correspondence in customer service ticket #****.
  Our Reservations manager reached out within 24 hours of receiving your BBB complaint and left a voicemail with her direct contact information. We also have updated correspondence in your customer service ticket # ****.
  We want to help create lifetime memories, we would love to still get you out on vacation. Please reach out to use, so we can help you utilize your vacation package.
  Thank you, 
  The EZ Travel Trips Team
  
  
  Thanks,
  ********
  Reservations Manager
  
  

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thanks for your response.  I did not receive a return phone call from one of your agents on 7-23-24. I have included my phone log to show this. However my trip expires before I will be able to travel again because I am a school teacher and my travel time is limited.  I would just like to close the account and receive a refund.

  Regards,
  
  *************************

  
  

  Customer response

  08/13/2024

  Copy of phone log

  Business response

  09/09/2024

  Hi ********, 

  Again we do apologize for the frustration you have experienced with our team. We do work with outside phone dialing systems to help ensure a customer is never left unhelped. Although we do have records of our customer success team and reservations team reaching out to you, we have processed your requested refund. Please allow 5 to 7 days for the refund to be reflected on your account. 

  Please reach out if we can help in any way.

  ***************************;

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid for this and have tried to reach the company with no success. One of the numbers given to me says it is not a valid number. The other number I keep getting hung up on.

  Business response

  08/08/2024

  *****,
  We want to thank you for the time you spent with us. We apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  Our reservations number was recently down for maintenance on 7/16/24 for a few hours and do apologize you were not able to get in contact with us over the phone. We were in communication with you in the **************** Ticket #****, and our live chat. 
  If you have any further questions or concerns, please feel free to contact us.
  At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellence customer service. 
  Thank you,  
  The EZ Travel Trips Team
  
  
  
  
  Thanks,
  ********
  Reservations Manager

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a vacation package and paid for additional resort fees to stay at a resort and our reservation was canceled or never made. We paid on 4/25/24 and scheduled our trip for 7/7-7/11 and they canceled by voicemail on 7/5/24. Not ok

  Business response

  07/25/2024

  *******,
  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  We do sympathize with the struggles with your reservation. At EZ Travel Trips it is our top priority to ensure our customers are aware of the agreements into which they are entering. We have established and actively utilize several tools to ensure the protection of our customers and our company.
  First, we state that all calls are recorded. We contract two outside companies to record each call.
  Second, we conduct a Reservation verification on every  reservation booking. What this includes is a digital and verbal receipt that reviews each detail of the purchase.  During this verification process it states You must confirm travel within 30 to 7 days of travel departure dates that you are still planning on making your vacation. You can call us at ************* or email ************************************** we do not hear from you prior to 7 days then we will cancel the hotel reservation and you will forfeit any and all taxes, fees, and or upgrade monies.
   We did not receive confirmation of your vacation prior to 7 days to travel. A reservation agent reached out and left a voicemail 4 days before travel. Per the terms of your reservation, we had to cancel your reservation. However, we did not forfeit your taxes, fees, and upgrade monies . A reservation agent was able to rebook your reservation when you reached out on 7.7.24 and you travelled 7.8.24-7.12.24 to ****************. At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellence customer service and have to follow the policies per the terms and conditions.
  If you have any further questions or concerns, please feel free to contact us.
   Thank you, 
  The EZ Travel Trips Team

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have spent $598.00 on a travel package. The package I acquired was misrepresented in terms of its usability and availability, contrary to what was assured during the initial sale. The included features specified in the package are consistently unavailable on the dates I desire, effectively coercing me into upgrading at additional cost for services that were originally promised. This practice not only breaches the terms of our agreement but also raises serious concerns about the integrity of your company's sales practices. Nearly a month ago, I reached out to address issues with the package I purchased, which has proven to be largely unusable due to misrepresented availability and features. Despite my repeated follow-**** I have yet to receive a satisfactory resolution. Your representative mentioned a refund policy of seven days, which is insufficient given that it took longer to realize the package's complete lack of utility. I kindly request a full refund for the package purchase as soon as possible to resolve this matter promptly.

  Business response

  08/02/2024

  ****,
  At EZ Travel Trips it is our top priority to ensure our customers are aware of the agreements into which they are entering. We have established and actively utilize several tools to ensure the protection of our customers and our company.First, we state that all calls are recorded. We contract two outside companies to record each call.
  Second, we conduct a sale verification on every sale. What this includes is a digital and verbal receipt that reviews each detail of the purchase.  The digital verification receipt is recorded by a third-party vendor and the same receipt is sent to each customer.
  Each of these steps was taken by our sales agent, team lead, and administrative staff. The package that you purchased is for a 5 day 4 night standard hotel accommodations and everything is based on availability. After the purchase was completed, you also received a confirmation email with the details of your package.
  When you were ready to book your vacation you spoke with our Reservations Manager *************************** who explained that the time you wanted to travel the standard accommodations that were included in your package were not available. ******** gave you additional upgrade options, and also gave you alternative dates where your standard accommodations were available. We have to offer alternative Destinations that have standard accommodations available every time. The customer has to know they have to ability to travel to at least one of our destinations at any given time for the standard.
  As a part of our terms and conditions we do have a 7-Day Refund Policy, and our standard package expires one year after the purchase date. We also offer other options for customers to extend their vacations Package life span. We were in communication with you via the **************** Ticket #****. We want to help create lifetime memories, we would love to still get you out on vacation. Please reach out to use, so we can help you utilize your vacation package.
  Thank you, 
  The EZ Travel Trips Team
  
  

  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 24th, I was contacted by a representative from EZtravel to sell a vacation package. I initially declined the offer, but the representative assured me that the vacation package could be paid for using the Affirm app. He mentioned that he would put $698 on a virtual card to cover the cost.However, once the loan was processed, I found myself owing $698 plus interest, which was not what I agreed to. This has caused me significant financial distress and inconvenience

  Business response

  07/09/2024

  *****,

  
  At EZ Travel Trips it is our top priority to ensure our customers are aware of the agreements into which they are entering. We have established and actively utilize several tools to ensure the protection of our customers and our company.  
  First, we state that all calls are recorded. We contract two outside companies to record each call.  
  Second, we conduct a sale verification on every sale. What this includes is a digital and verbal receipt that reviews each detail of the purchase.  The digital verification receipt is recorded by a third-party vendor and the same receipt is sent to each customer.  
  Third and specifically with customers who choose to utilize Affirm, clarify multiple times that Affirm is a third-party loan. When customers choose to purchase using the Affirm product, as a company, we are only able to email the customer with an official Affirm link apply for the loan. Applications are only ever completed by the customer and never by the sales agent. We are only able to fully process Affirm loans when the customer verbal provides us with a one time use credit card number provided by Affirm. We do not have access to that information. Along with the loan application, Affirm has its own terms and conditions that the customer agrees to.  We have reviewed your call and reviewed your verification receipt (which is date and time stamped with your IP Address).  
  Each of these steps were taken by our sales agent, team lead, and administrative staff. During the call you stated you wanted the vacation package, submitted the loan application via Affirm, provided us with the one time use credit card, and agreed to all the payment to be collected. After the purchase was completed, you also received a confirmation email with the details of your package. At the time of receiving the confirmation email. Our excellent customer service team has attempted to reach you in regards to your concerns with your affirm application, and have created customer service ticket # **** for you. Please contact us at your earliest convenience.

  
  Thank you,  
  The EZ Travel Trips Team 

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I have not received a phone call from EZ TRavel or had the opportunity to review said recordings. I stated multiple times I didn't want to pay for a package and was told EZ TRAVEL Would be paying by putting money on the card that I provided not taking money off the card or signing a loan, which is deceptive and fraudulent. I want my money back. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

  Business response

  07/25/2024

  *****,
  We want to thank you for the time you spent working and talking with our Manager ***. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.
  We processed your refund on Monday July 15th 2024.
  We were in communication with you while canceling via the **************** Ticket #****. You should have received a cancellation confirmation from customercare@eztraveltrips.com.
  If you have any further questions or concerns, please feel free to contact us.
  At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellence customer service. 

  Thank you,  
  The EZ Travel Trips Team
  
  

  Customer response

  07/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The initial call for them to sell me on the package was pleasant on 6/7/24. After that it has been very tough to get a hold of anyone. Normally it requires trying to reach them via phone over several days. I leave voicemails on their ************** but no one ever calls me back. I tried booking the first trip and it didnt work out for my family so I had to cancel the package all together as I wont be able to use their services. I submitted the email to the refunds email address that they gave me, got an auto reply that has some helpful information but still have not heard back from anyone. They said 7 business days to get the refund back and we are past that point and I still havent seen one. I hope to see my money refunded. I continue to call and still have been unable to find a resulting.

  Business response

  07/09/2024

  *******,
  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.  
  We processed your refund on June 25th 2024.
  We were in communication with you while canceling via the **************** Ticket #****, where it does state that after speaking with a team member if you decide you still wish to cancel your vacation package, we will process the refund and cancellation. Please allow up to 7 business days for the cancellation to be finalized. 
  Our cancellation policy does allow customers a ***** window to cancel their vacation package and we do honor that policy.  
  If you have any further questions or concerns, please do not hesitate to contact us at, ************. We are always happy to help the best we can.  
  Thank you,  
  The EZ Travel Trips Team 
  
  
  Thanks,
  ********
  Reservations Manager

  Customer response

  07/09/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vacation package of $698.00 on June 5th and was told I could cancel the [package within 7 days. I sent an ***** on June 7th to the email address that I was told to send it to. I then got a reply back of instructions on how the cancellation process works. I was *** that it will take up to 7 busienss days for the cancellation request to be reviewed and someone would contact me for the next steps. I called several times to see when someone will call me to refund my money and I wasw assured twice on the phone that someone will call me in the next few days. It is now June 24th and I have not heard anything.

  Business response

  08/01/2024

  *******,
  We want to thank you for the time you spent working and talking with our team. And we apologize for the frustration you experienced. At EZ Travel Trips, our goal is always to create happy lifetime memories for our customers through our vacations.  
  We do apologize for the delay on your cancellation. You originally purchased your vacation package on June 5 2024. We have a 7-Day Refund Policy, and your requested to cancel within the 7-Day refund time frame. **************** ticket # **** was created for you to track the cancellation request. We have cancelled and refunded your vacation package on 6.24.24 and closed your customer service ticket. Please allow 5 to 7 days for the refund to be released from your bank.
  Thank you,  
  The EZ Travel Trips Team 
  
  
  Thanks,
  ********
  Reservations Manager

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to recover from emergency back surgery. These people have been calling me since I woke up from surgery and will not leave me alone. I cant freaking go anywhere and I dont know how they got my contact information. They just keep calling even though I keep telling them to stop.

  Business response

  06/10/2024

  ***********************,  
  At EZ Travel Trips we take the Do Not Call Compliance very seriously. Each staff member is required to respect the *** request from all customers. And if not followed, it is a fire-able offense. We also go a step further, having each staff member sign an agreement stating they understand the importance of following this compliance.  
  We take other further steps with our dialing system, to ensure that anyone on the Do Not Call List is removed from our records.  
  We reviewed your phone number in our system, and it shows that we attempted to contact you about 6 times over the past six months. During the sixth and final call, you requested to be put on the do not call list. We respected your request and have phone number flagged as a ***. No further attempts have been made. 
  At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellent customer service.  
  Thank you,  
  The EZ Travel Trips Team 

  Business response

  06/10/2024

  *****************************,  
  

  At EZ Travel Trips we take the Do Not Call Compliance very seriously. Each staff member is required to respect the *** request from all customers. And if not followed, it is a fire-able offense. We also go a step further, having each staff member sign an agreement stating they understand the importance of following this compliance.  
  We take other further steps with our dialing system, to ensure that anyone on the Do Not Call List is removed from our records.  
  We reviewed your phone number in our system, and it shows that we attempted to contact you about 6 times over the past six months. During the sixth and final call, you requested to be put on the do not call list. We respected your request and have phone number flagged as a ***. No further attempts have been made. 
  At EZ Travel Trips, our goal is to put families on vacation. But we also strive for excellent customer service.  
  

  Thank you,  
  The EZ Travel Trips Team 

*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. ↩