Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted hotel project leads via their website, email and ******** requesting my subscription be canceled as of January 2025. I have since been charged twice for a six month renewal. Amex refunded the most recent charge then hotel project leads used a saved credit card and debited my account. They have been unresponsive to a multiple requests.

  Business Response

  Date: 08/13/2025

  ******* ********* of ******************** has a 6 month reoccurring membership with us.  On 8/2/25 we were notified that the ******* disputed her subscription renewal which occurred on 7/25/25 in the amount of $499.95 and the back up card was debited.  Per the membership terms and conditions a 30 day cancellation notice is required prior to membership renewals.  Members are required to contact our office to cancel and we had not been notified of the cancellation.  The account has been cancelled and the back up card credited. The remaining amount she currently has in dispute with her credit card company.  We have responded to the dispute with the credit card company and upon the disputes out-come will return any additional money owed.  

  Business Response

  Date: 09/14/2025

  ******* ********* of ******************** has a 6 month reoccurring membership with us.  On 8/2/25 we were notified that the ******* disputed her subscription renewal which occurred on 7/25/25 in the amount of $499.95 and the back up card was debited.  Per the membership terms and conditions a 30 day cancellation notice is required prior to membership renewals.  Members are required to contact our office to cancel and we had not been notified of the cancellation.  The account has been cancelled and the charges credited back per the disputes with the credit card company.    We have responded to the dispute and upon the disputes out-come will return any additional money owed.  

  Customer Answer

  Date: 09/15/2025

   
  Complaint: 23709798
  
  I am rejecting this response because:
    I email HPL on 1/29/205 and requested cancellation. Please see attached pdf of that email.
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/16/2025

  ******* ********* of ******************** has a 6 month reoccurring membership with us.  On 8/2/25 we were notified that the ******* disputed her subscription renewal which occurred on 7/25/25 in the amount of $499.95 and the back up card was debited.  Per the membership terms and conditions a 30 day cancellation notice is required prior to membership renewals.  Members are required to contact our office to cancel and we had not been notified of the cancellation.  The account has been cancelled and the card credited back.  The remaining amount she currently has in dispute with her credit card company.  We have responded to the dispute and upon the disputes out-come will return any additional money owed.  

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We subscribed to this company's lead service, kept the service for about 5 months but didn't find it useful. There was no way to cancel online so I called, left several messages. Never received so much as an acknowledgement or a call back so we began sending emails to which they finally responded days later saying they were cancelling and that they were going to bill out another ************************ their agreement. It was Nov 22nd so we knew we would be charged for december and accepted that. But after their acknowledgement they have charged us for January and February and did not respond to our latest email. We see that they have an MO of spurious charges and failure / unwillingness to cancel their services so rather than deal with them and receive no answer we have taken to this medium and will subsequently follow up with a CFPB complaint

  Business Response

  Date: 03/15/2025

  Per the enclosed order form from ***/***** ***************************** Group who purchased a monthly reoccurring subscription for HotelProjectLeads.com and agreed to the terms and conditions and set up a username and password and company profile.  HotelProjectLeads.com provides hotel project data, internet marketing services via our Preferred Vendor Listings and networking tools in our Industry Network.  The account was set up allow with the company vendor and network listing and is an active member and logged into her account accessing the searchable data, project report files and marketing tools.  We have included the following supporting additional documents:

  Initial order form
  Click to accept
  Sent welcome letter email
  Last Login in data log 
  Transaction click to accept approval agree to the terms and conditions
  User vendor listing and network profile
  Subscription and charge log
  Charge authorization
  Terms & conditions
  Services were rendered as agreed.  When the client clicks to complete the order they are notified who to access services that by ordering these T&C are agreed to by which the page states By completing the order I agree upon the subscription terms and conditions. 
  The terms and conditions require a 30 day cancelation notice for the subscription prior to the subscription renewal date which in this case was 2/21/2025.  As per the agreed upon terms and conditions to cancel subscriptions clients are required to call in order to verity account information.  The account has been canceled however, we never received a cancelation notice prior to the renewal date therefore charges in question is valid.
  If you have any questions I can be reached at: **************.
  Sincerely,
  **** *****
  
  
  

  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23029593
  
  I am rejecting this response because:

  Their claim of us requesting the cancellation February 26 2025 is a lie. It's an outright lie. This is the second time we upload this document but as you can clearly see our cancellation request was sometime mid november and their own response is dated Novermber 22nd 2024. I will also include it below in case the attachment does not come through.

  From: HotelProjectLeads
  To: ****** ********
  Subject: Re: Request for Cancellation - 2nd Attempt
  Date: Friday, November 22, 2024 11:16:12 AM
  Attachments: image001.png
  Dear ******,
  Please be kindly noted your subscription was canceled per your request. As per subscription terms and conditions a
  30-day cancellation notice is required. If you are still receiving reports you have a couple of weeks remaining and will
  receive reports until the end of this period. We will review your account and make to appropriate credit for any
  charges that were made in error.
  Thank you again for subscribing to *********************************************************
  3nub&d=4%7Cmail%2F90%2F1732299000%2F1tEYCI-00000000WuZ-
  3nub%7Cin2a%7C57e1b682%7C27812312%7C13000082%7C6740CA622DA1EF70E67EAF9CFB9E7CC5&o=e.
  wwpotlwheerodtlajcmoc.s&s=Y9OfbLw5Zc-zPznbBPzaoBfBUnU. We are happy to have you as a client.
  Sincerely,
  **** *****, Manager of Operations
  *********************************************************
  3nub&d=4%7Cmail%2F90%2F1732299000%2F1tEYCI-00000000WuZ-
  3nub%7Cin2a%7C57e1b682%7C27812312%7C13000082%7C6740CA622DA1EF70E67EAF9CFB9E7CC5&o=e.
  wwpotlwheerodtlajcmoc.s&s=Y9OfbLw5Zc-zPznbBPzaoBfBUnU
  ********************************************************************************************************************
  Ph: **************
  Fax: **************
  Mobile: **************
  Email: *********************************************************

   

  They are lying in an effort to retain the funds illegally taken from us from January until today's date. I have seen so many complaints here and elsewhere about these dishonest business practices. This is their MO they do this all the time. They haven't even so much as responded to our emails regarding why this wasn't cancelled in December as is their 30 day policy. They can respond to this BBB complaint because it ruins their credibility and ability to scam others in the future but not to a direct inquiry for clarity and resolution on a matter we assumed resolved in December. This is blatant and it is gross. Please rectify this. 

  Business Response

  Date: 04/05/2025

  Services were rendered as agreed.  When the client clicks to complete the order they are notified who to access services that by ordering these T&C are agreed to by which the page states By completing the order I agree upon the subscription terms and conditions.
  The terms and conditions require a 30 day cancelation notice for the subscription prior to the subscription renewal date which in this case was 2//21/2025.  As per the agreed upon terms and conditions to cancel subscriptions clients are required to call in order to verity account information.  The account has been canceled and there have been not additional charges however, we never received a cancelation notice prior to the renewal date therefore charges in question is valid.
  If you have any questions I can be reached at: *************.
  Sincerely,
  **** *****
  HotelProjectLeads.com

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23029593
  
  I am rejecting this response because:

  Please...Can someone actually review the documents we submit..otherwise this is going to continue being a circular he said she said. I have submitted proof twice of this individual acknowledging a cancellation back in late november. Meaning we should have been charged for december and thats it. "by clicking on this agreement..." - we do not agree to being robbed indefinitely whenever their coffers get low. We absolutely reject the spurious charges from january onward, they are illegally trying to appropriate funds from us that they are not entitled to, these have been fraudulent charges and we do not abide this. We will continue disputing this until the cows come home or until someone at the BBB actually reads the attachments we have submitted..

  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/12/2025

  The account has been canceled per the terms and conditions and we did credit back the charge in question a a courtesy per the details below;

  Transaction ************ has been successfully ACCEPTED by the system.
  Below is a summary:
  
  Transaction ID: ************
  Payment Method: XXXX2007
  Amount: USD (89.95)
  Customer Name: Cindi Puncerelli

   

   

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23029593
  
  I am rejecting this response because: Following this complaint we have only been issued a refund or one month of the fraudulent charges, we are requesting subsequent refund for February and March ******************************************************************************************************* writing of a cancellation effective late february. We are requesting full refund for these stolen funds 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For a few months, I have been trying to cancel a subscription to their services. Their website does not make it easy to do cancel. therefore, I sent an email to the company and the representative several times with no response.

  Business Response

  Date: 10/10/2024

  We are in receipt of ****** ******** request to cancel and have canceled his subscription.  The terms and conditions require a 30 day cancelation notice for the subscription prior to the subscription renewal date which is this case is 10/18/24.  As per the agreed upon terms and conditions to cancel subscriptions clients are required to call in order to verity account information.  The account has been canceled however, and there be no further charges.

  If you have any questions I can be reached at: *************.
  Sincerely,
  **** *****
  HotelProjectLeads.com

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several attempts have been made via phone and email to stop vendor from charging credit card due to cancelling services. Never receive a response back to communications. Horrible service!

  Business Response

  Date: 08/27/2024

  Merchant Response,
  Per the enclosed order form from *********************** of Fly  Away Valet  who purchased a monthly reoccurring subscription for HotelProjectLeads.com and agreed to the terms and conditions and set up a username and password and company profile. HotelProjectLeads.com provides hotel project data, internet marketing services via our Preferred Vendor Listings and networking tools in our Industry Network.  The account was set up allow with the company vendor and network listing and is an active member and logged into her account accessing the searchable data, project report files and marketing tools.  We have included the following supporting additional documents:
  Initial order form
  Click to accept
  Sent welcome letter email
  Last Login in data log
  Transaction click to accept approval agree to the terms and conditions
  User vendor listing and network profile
  Subscription and charge log
  Charge authorization
  Terms & conditions
  Services were rendered as agreed.  When the client clicks to complete the order they are notified who to access services that by ordering these T&C are agreed to by which the page states By completing the order I agree upon the subscription terms and conditions.
  The terms and conditions require a 30 day cancelation notice for the subscription prior to the subscription renewal date which in this case was 8/3/2024.  As per the agreed upon terms and conditions to cancel subscriptions clients are required to call in order to verity account information.  The account has been canceled however, we never received a cancelation notice prior to the renewal date therefore charges in question is valid.
  If you have any questions I can be reached at: *************.
  Sincerely,
  *******************
  HotelProjectLeads.com

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22136219
  
  I am rejecting this response because:

  I have previous emails that have been sent with no response from the vendor regarding cancellation. One as far back on 2023. 

  I am unable to upload these files due to the file size.

  The vendor does not respond to communications and when billing information is removed continuously charges previous card.

  I would like a refund to when the initial request was made back in 2023.
  
  Sincerely,
  
  **************

  Business Response

  Date: 09/03/2024

  The terms and conditions require a 30 day cancelation notice.  We reviewed the account don't have a record of a cancelation request and or phone messages canceling the account prior the the recent cancelation. The account was past due however as a courtesy we waived the past due balance and canceled the account so the client will not receive additional charges.    

  Customer Answer

  Date: 09/04/2024

   
  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We tested the service for 1 month, cancelled before the end of the trial period and according to the companies 'policy we should be reimbursed for the first trial month. Instead of that we got billed a second month, cancelled our credit card, are promised we will get reimbursed. 2 weeks further no action, no response from *******************. It makes me truly sad and angry being treated like this. Our hospitality industry deserves way better than this.

  Business Response

  Date: 02/17/2024

  Case #: 21199613

  Re:  Included is information for a review of this case.

  Merchant Response,

  We received an order form from Kit **** / *******************; of Warric / www.thicasinteriors.com who purchased a monthly reoccurring subscription for HotelProjectLeads.com and agreed to the terms and conditions and set up a username and password and company profile.  HotelProjectLeads.com provides hotel project data, internet marketing services via our Preferred Vendor Listings and networking tools in our Industry Network.  The account was set up allow with the company vendor and network listing and is an active member and logged into her account accessing the searchable data, project report files and marketing tools.  We have the following supporting additional documents:
  Initial order form
  Click to accept
  Sent welcome letter email
  Last Login in data log 
  Transaction click to accept approval agree to the terms and conditions
  User vendor listing and network profile
  Subscription and charge log
  Charge authorization
  Terms & conditions

  Services were rendered as agreed.  When the client clicks to complete the order they are notified who to access services that by ordering these T&C are agreed to by which the page states By completing the order I agree upon the subscription terms and conditions. The terms and conditions require a 30 day cancelation notice for the subscription prior to the subscription renewal date which in this case was 3/3/2023.  As per the agreed upon terms and conditions to cancel subscriptions clients are required to call in order to verity account information.  The account has been canceled however, we never received a cancelation notice prior to the renewal date therefore charge in question is valid.  We did however credit the card back as a courtesy for the $129.95 charges.  

  If you have any questions I can be reached at: **************.
  

  Sincerely,
  *******************
  

  
  

  Customer Answer

  Date: 03/04/2024

  Dear BBB,

   

  I exchanged below messages with Mr. ******************** It is ******* clear to me that ************ knows very well that we cancelled within the trial period and they made a mistake charging us twice. Instead of owning up to their mistake they run away from their responsibility and put it on us, trying to be all nice and in reality being sleazy. 

  Please see below exchange:

  JUN 14, 2016Adam ***** sent the following message at 1:04 PM
  View ***** profile
  *******************; 1:04 PM
  Congrats on the anniversary! Hope you're doing well.
  MAR 24, 2023Bart Minne sent the following message at 4:26 PM
  View Barts profile
  *******************; 4:26 PM
  ****, we are waiting for 2 months reimbursement. when will we receive this?
  ******************* sent the following messages at 6:24 PM
  View ***** profile
  *******************; 6:24 PM
  Hi ****,The accounting person was supported to handle this.  I'm looking at your account and I see they credited one charge back.   Did you contact us before the end of the trial period?  Also I see you placed a negative review.  If you remove the review than I will make sure that 1st charge is credited back.  Let me know when its deleted and I will do the credit.Sincerely *******************
  View ***** profile
  *******************; 6:30 PM
  Also I'm looking at the account and Kit **** provided at 2nd credit card to make the credit.  The 1st credit was successful on the 1st card but the 2nd credit was attempted on the 2nd card which did not go through.   Perhaps this was the source of the confusion.  After you remove the review we will do the credit again.
  ******************* sent the following message at 8:08 PM
  View ***** profile
  *******************; 8:08 PM
  Kit's response: That was not true, we registered for the service on Feb 5th and informed them by Feb 24 that the service is not suitable and asked them to cancel and refund. But they have charged us on Mar 3rd for another month on my credit card. So on Mar 4th, I have terminated my card and requested for a new card. They do issued refund on Mar 14 to my old credit card but I doubt that can be done as the card number is different. And I have checked on my e-banking that I receive nothing.
  ******************* sent the following message at 9:41 PM
  View ***** profile
  *******************; 9:41 PM
  Attached is the refund receipt for the 1st charge.  The attempt refund of the 2nd charge was declined on the new card ************* put the issue on a hold.  I can contact the bank and reverse the 2nd charge as a courtesy as-long as you remove your review first.  Once you confirm you have done this the additional charge will be reversed.   Please advise.(Edited)
  Kit.****.Refund.pdf
  88 KB
  Download
  APR 11, 2023Bart Minne sent the following messages at 1:58 PM
  View Barts profile
  *******************; 1:58 PM
  ****, *** confirms he did NOT receive the refund. Please have that issued to his new number together with the second month. You charged him for a second month although he had cancelled before the end of the first month. It is 100% your responsibility seeing he gets that money back. I am not taking my comments down until all 2 months are refunded. I trust you will do the right thing.
  
  APR 18, 2023
  View Barts profile
  *******************; 2:55 PM
  ****?
  
  
  
  
  Latest message

  Customer Answer

  Date: 03/22/2024

  I am not satisfied at all with the outcome and do not see that BBB has taken my last comments into consideration. How come? 

  Customer Answer

  Date: 03/22/2024

  I responded within 10 days after receiving your letter; I am shocked BBB closed the case without even addressing my comments made on March 4th. How is this even possible????

  Customer Answer

  Date: 03/26/2024

  in the linkedin exchange I had with **** it is obvious they did not refunded us for the overcharged amount. How come BBB has not taken this into account? I am extremely disappointed in the way this is handled.

  Business Response

  Date: 05/10/2024

  As a courtesy the transaction was credited back to **************** credit card on, 3/14/2023 per the attached receipt and the following details.  We stated this before several times but to both ******************* and ************.  Its seems they don't communicate with each other or know what is gong on.  When **** asked *** over a year ago the the charge was credited back he said he didn't know probably because *** works in ********* and **** works from **************; He never calls us directly but continues to harass us online.  We would appreciate it is he would stop or way may be forced to take legal action.

  Transaction ID: ***********
  Transaction Status: Refund  
       
  Settlement Information
  Settlement Amount:USD (129.95)
  Settlement Date and Time:14-Mar-2023 16:45:28 PDT
  Business Day:14-Mar-2023
  Batch ************
  Authorization Information
  Authorization Amount:USD (129.95)
  Submit Date/Time:13-Mar-2023 17:46:31 PDT
  Authorization Code:
  Reference Transaction **************
  Transaction Type:Refund
  Market Type:eCommerce
  Product:Card Not Present
  Address Verification Status:AVS Not Applicable (P)
  Card Code Status:Not Applicable
  CAVV Result Code:Not Applicable
  Fraud Score Applied:Not Applicable
  Recurring Billing Transaction:N
  Partial Capture Status:Not Applicable
  Customer IP:
  Payment Information
  Card Type:Visa
  Card Number:XXXX6702
  Expiration Date:XXXX
  Total Amount:USD (129.95)
  Order Information
  Invoice #:
  Description:
  Customer Billing Information
  Name:Kit ***************
  Company:Warric
  Address:*******************/************, ******************************************************************************************************
  State/Province:**
  Zip Code:
  Country:*********
  Phone:********
  Fax:
  Email:***********************
   
  Customer ID:
  Customer Type:
  Customer TaxID/SSN:
   
  DL Number:
  DL State:
  DL DOB:
  Shipping Information
  Name:Kit ***************
  Company:Warric
  Address:****************, 2/************, ***********************************************************************************************
  State/Province:**
  Zip Code:
  Country:*********