BBB Business Review

What is a BBB Business Review?

Consumer Complaints

BBB Accredited Business since 10/16/1995

Sand & C Travel, Inc.

Phone: (561) 736-3880Fax: (561) 737-3035

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
03/27/2015Advertising / Sales Issues | Read Complaint Details
X

Complaint
****** ********* was listed on the quote but not communicated as an option.
We booked our ****** with **** and C on February 28, 2015. Per our correspondence below, the ****** ********* should have been listed as an option. It was not. Nor was it discussed. Nor is there
e-mail requesting cancellation of optional ****** *********: "Hi, ***. We noticed we were charged for optional ****** *********. I don't believe it was discussed so I am not sure why it is on there. Anyway, we don't want it. Please take it off and credit our account. Thanks."
**** and C reply: "Good morning, My original quote for the cruise included ********* and unfortunately it cannot be removed after full payment. ***"
Apparently the ********* can be purchased up to and including the day of ****** but not cancelled. Since this should have been listed as optional, the amount of $248.00 + taxes should be refunded.

Desired Settlement
We booked our travel with **** and C. Per our correspondence below, the travel insurance should have been listed as an option. It was not. Nor was it discussed.

e-mail requesting cancellation of optional travel insurance: "Hi, ***. We noticed we were charged for optional travel insurance. I don't believe it was discussed so I am not sure why it is on there. Anyway, we don't want it. Please take it off and credit our account. Thanks."

**** and C reply: "Good morning, My original quote for the cruise included insurance and unfortunately it cannot be removed after full payment. ***"

Apparently the insurance can be purchased up to and including the day of travel but not cancelled. Since this should have been listed as optional, the amount of $248.00 + taxes should be refunded.

Business Response
Contact Name and Title: **** *****/President
Contact Phone: 561-***-****
Contact Email: *********************
We are sorry if there was any misunderstanding. Mr. & Mrs. ******** booked on Saturday, February 28. *** did indicate that insurance was included, and we always highly recommend the travel insurance to protect against cancellation for emergencies or emergency expenses during the trip. In fact, if clients do not purchase insurance we make sure they sign a waiver because it is so important.

Mr. & Mrs. ******** made their final payment on Monday, March 2. We received their client consent form back signed by them March 4 acknowledging the terms, including that insurance is recommended (it specifically states that). We also provided a cover letter to that form stating that we highly recommend insurance. Finally, they also received a Cruise Guide from us that details about insurance being offered. I have attached copies of the signed consent form from Mr. ********, as well as the guide. Had the clients notified us on March 4 at the time they signed the consent form that they did not want the insurance we probably could have gotten it removed by the cruise line.

While we are sorry that Mr. & Mrs. ******** misunderstood, we believe that the information provided was very clear. This is why we document everything in writing, to avoid misunderstandings. Since they signed the consent form recommending the insurance, we do not feel the clients are entitled to a refund.

Industry Comparison| Chart

Travel Agencies & Bureaus

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.