We'd made reservations, bought travel ins to cover cancellations. We had to cancel the trip for illness and now they won't give us a refund.
We made reservations and took the travel insurance to cover cancellations. We specifically asked if this covered death, sickness, etc. We were told it covered it all. My wife got sick a few days before the trip, so we called to cancel, they wouldn't cancel our reservations, saying the insurance company didn't cover certain types of sickness. We were then told to call the ins company ourselves which we did. They emailed us a claim wanting a list of all the clinics/hospitals that my wife goes to, a page for her doctor to fill out, and wanted us to sign a release form for all of my wife's medical records past, present, and future. We didn't think that was their business to have access to her medical records, so we refused. She did however tell them she would be glad to send a written statement of why she couldn't make the trip, but that wasn't acceptable. We were not explained any of these polices when we took the ins. We did not sign anything. We put the reservation amount of 1156.84 that is including 75.68 for the insurance. We do not expect the 75.68 refunded but the remaining amount we do. We also contacted our credit card for help, and Garden City Realty claimed that we showed up after hours and spent the whole week there. We sent copies of our credit card activity to prove we were in our home town, but they didn't help us either. In my opinion if you purchase travel insurance to cover a cancellation, then you should be covered and not have to fight to get a refund. My wife didn't go to the doctor at that specific time because she felt she would get well on her own at home. Sick people do not usually feel like traveling 9 hours away from home for a week. How can they claim we actually showed up when we didn't sign anything. Our check in date was 6-23-2012. We made our reservations on 6-13-2012. We had to call and cancel either 6-18 or 6-19-2012. I really hope you can help us with this situation. I think we have been fraudulently charged, and not given the specific information for the insurance we had purchased. They should have told us before we made the reservations about all the red tape that goes with it if you need to cancel.
We would like to have a refund credited back to our credit card in the amount of 1081.16. That is the total amount of the reservation excluding the 75.68 for travel insurance that didn't help us at all. And it would also benefit everyone if Garden City Realty would give a detailed explanation of exactly what is covered by this insurance when you purchase it, or at the very least give you the name of the insurance company so you can find out for your self what all is and is not covered, not wait until someone needs to cancel then tell them they can't get a refund.
Business' Initial Response
****** ********, the President of Garden City Realty called in to provide information concerning the complaint reported by Mr. ********. Mr. ******** has record of conversations concerning cancellation of the reservation due to his wife's sickness; however, Mr. ******** informed Garden City Realty that he first wanted to contact his insurance.
Upon contacting the insurance, Mr. ******** was informed that he needed to provide documentation of his wife's unhealthy medical condition. This is standard procedure when filing a claim. Mr. ******** failed to do so. The insurance needs to have evidence for a reason of cancellation. To resolve this complaint, the Mr. ******** can provide requested documentation to the insurance company and they may possibly reopen the claim for a refund. Insurance contact information was provided by Garden City Realty during the initial reservation.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I didn't ask to speak to the insurance company, they told me I had to. Further more, my credit card company would have probably already taken care of this matter if Garden City Realty hadn't lied to them stating that we actually showed up after hours and spent the week. We did not sign any kind of contract or agreement to anything. They sent us a contract to sign, but we did not. And if this is standard procedure to pry into one's medical history, then it ought to be stated when one makes a reservation. My wife could not help the fact that she wasn't able to travel at that time. My wife has severe anxiety problems, high blood pressure problems, and also on going lower back trouble. She has had these problems for many years, but doesn't go to the doctor with them everytime she has a flare up, because over the years she has learned to deal with them the best she can with medicine, bed rest, etc. This is why we had to cancel our trip. It wasn't something that we planned. That is why we purchased the insurance. We were unaware that there were so many stipulations to being too sick to travel. It is as if we are being discriminated against because she had the wrong illness. This whole travel insurance is useless in my opinion. We did recieve an email with the attached forms to fill out and send back, but like I stated earlier, I don't feel that my wife's whole medical history is anyone's business but hers and her doctors. Yet all of her illnesses are on record, she just didn't go to the doctor at that particular time. I think that Garden City Realty really needs to train their employees a little better on the insurance policies. If we would have been told up front that the insurance only covered very specific things, or knew that if someone got sick we would have to realease our whole life history to them, we wouldn't have made the reservations in the first place. But, that's not how they operate apparetnly. It was fraud as far as I'm concerned. And I truely hope that this complaint will stop it from happening to others in the same situation. Money is very hard to come by these days, I don't beleive anyone would save for a vacation, plan the vacation and then just cancel for no reason at all. We had a legitement reason for our cancellation, but yet they want to keep our money that we worked and sweated out because my wife wasn't able to travel at this time. I just think it is so shameful for anyone to want to do business that way.
Garden City Realty could've most definatley had our business again next year, as well as alot of my family and friends, bacause we all travel to Myrtle Beach, but never again would I consider doing business with them, and I have made suggestions to the rest of my family, friends, co-workers, etc. to do the same. Mr. ***** W. ********
Business' Final Response
Garden City Realty has spoken directly with Mr. ******** concerning this matter. All information has been provided as to steps that need to be taken to get a refund from the insurance company. A detailed medical history is not necessary, but some type of documentation must be provided to the insurance company. The insurance company can give an outline of what type documentation that may be.