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:03/04/2023

  Type:Service or Repair 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.

  On 1-5-2014, my wife and I entered into an agreement with Island Trader Vacations. We initially paid $6995.00 for a Platinum membership, and paid annual renewal dues of $200 - $250 every year thereafter. After 10 years of not utilizing this service, we are seeking to cancel our recurring membership. Island Trader is not providing any reasonable resolution, as each resolution they propose involves a $1200 fee. We seek an amiable and mutual release agreement at a reasonable fee.

  Business Response

  Date: 04/04/2023

  This consumers/members simply need to contact our office and we will be happy to work out a fair settlement agreement for the closure of their membership then having no further cost or obligations.

  Thank You,

  ***
  Member Services

  Customer Answer

  Date: 04/07/2023

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:02/02/2023

  Type:Order 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.

  We purchased a travel membership from Island Trader Vacations on 12/4/2012. We paid $4493. The sales presentation promised discounted travel from 50% to 75%. They have grossly misrepresented the promised savings to the point of fraud. For reference, our member # is IT105DD. We booked various cruises through Island Traders. Their service was mediocre but more importantly, the travel rebates were always nominal, not remotely approaching the savings that we had been promised. Cruise lines regularly offered rates at or below ones quoted by Island Traders, with more amenities and much better service. At the end of 2019, we contacted Island Traders to advise that we were cancelling our membership and would not pay the 2020 membership dues. We were told that we did not have to pay the dues, but that would suspend and inactivate our membership.We also told them that due to the covid pandemic, our medical professionals determined that we were "at risk" and cautioned us to avoid unnecessary travel. We are both 75 years old. My wife has stage one liver failure and I have heart disease. Our physicians advised that contracting covid at our age could result in severe prolonged illness or death.We continue to be billed for services that we have not used since our membership was suspended in the amount of $596. They are now demanding we also pay an exorbitant and arbitrary cancellation fee of $950.Nothing in our contract states that we cannot cancel and there is no mention of a fee for doing so.We aver that Island Traders has also committed elder abuse through financial exploitation and this coercion has created mental anguish negatively affecting our health and wellbeing.Island Traders should be made aware that if this matter cannot be resolved to our satisfaction, we have prepared complaints to be filed with the Attorneys General ***** of **********, ****** of ******** and ***** of ********.We want the invoices for the $596 to stop. We want flat cancellation at no cost.

  Business Response

  Date: 02/14/2023

  These members have booked 9 cruises through our travel services receiving discounted prices up front and more than $3315.00 in cash back bonuses on there cruises and as their contract states there can be discounts {up to 50%} off of cruises but that would depend on the request and the available specials at that time. The  membership terms and conditions clearly state what the benefits are and how they work and goes on to state the members agree there were no separate oral or written promised made that they relied on if not outlined in the terms and condition of the membership contract. The claim that cruise lines regularly offer rates at or below quoted by Island Traders with more amenities and much better service?? would be a special offer directly by the cruise line that differers from the cruise request placed but our agents can book those same specials for the membership and still get them a cash back bonus when it applies that the members could never obtain on their own. These members last paid their dues on 12/4/2019 making them active through 12/4/2020. These members then booked insurance for their next cruise on 2/18/20. They next sent an email on 6/1/2020 requesting to cancel the cruise they had booked  because the Mr. had quad bypass surgery and with Covid rearing its ugly head again they did not want to travel. The cruise was cancelled that same day per the members request. There was never a request to cancel at the end of 2019 as these members again paid dues on 12/4/2019 additionally continuing to use the travel services well into 2020 is evidence of this! There was no request to cancel and no talk of anyone from our services stating we would suspend the membership and make it inactive as no one would have the authority to go against the membership contract paperwork. These members admit they continued  to be billed and as a courtesy we called and emailed them offering (then0 current incentives to help them bring their membership up to date to no avail as they failed to respond. It was not until 1/26/2023 that these members stated due to Covid the decided not to travel further because of health conditions. We responded that same day going over their options to properly close/cancel their membership through a Mutual Release document and as their contract which again they signed and agreed to outlines they could sell/transfer their membership anytime after one year from date of purchase so long as the fees were up to date and we approve that sell/transfer if they no longer what to utilize the membership travel services. We are more than willing to reach a fair settlement agreement with these members to release them from any further cost or obligations based on their age, health, and a now request to cancel. These members simply need to contact our office to resolve their open unpaid accruing debt!

  Customer Answer

  Date: 02/14/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

  Business Response

  Date: 03/01/2023

  The Island Trader Vacations Membership Account IT1055DD for ************************* has been resolved as of  2/22/23 as the membership is now closed/cancelled per Mutual Release agreement.

  Customer Answer

  Date: 03/01/2023

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair 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.

  In 2014 my husband and I purchased a membership in Island traders vacation. There was a yearly amount due each year. My husband passed in 2015. I paid it for a couple years and then contacted them and told them that he passed and I needed to cancel it. they refused. They said I had to continue to pay. I havent heard from them cents, until yesterday and they said I owe them almost $1000 and then they would cancel it. I told him I would not pay the thousand dollars and they said they would turn me into collections.

  Business Response

  Date: 01/20/2023

  This member was not told we would turn them over to collections as we collect on our owe debt and the membership contract paperwork agreement states the process of resolving any dispute. The ************ and myself have reviewed the membership account so based on that information this member simply needs to contact office to properly close/cancel her membership account through a more than fair settlement agreement. WE are here to help this member and every other member either bring their membership account up to current or properly close/cancel through a Mutual Release document having no further cost or obligation.   

• Initial Complaint

  Date:11/08/2022

  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.

  IN 2014 we attended a high-pressure sales meeting with Island Trader Vacations. To entice ** to join their travel service, we were given certificates for free cruises and air travel. We attempted to use these certificates on several occasions, but the travel service was never able to meet our needs/book the vacations. After accessing their website, which was very rudimentary and rarely worked, and paying dues for several years, we called Island Trader Vacations and expressed our dissatisfaction. Nothing was done to improve service. We called and cancelled service, possibly 2017. There is no formal mechanism for dissolving the contract, so we thought the steps we had taken were adequate. We had not received emails or communication from this company for years until recently when we started receiving letters and calls stating we owed them back dues and fees.

  Business Response

  Date: 11/09/2022

  These members entered into a membership contract signing that they had read, understood, and agreed to the terms within. One of the things cover was a that they purchased of their own free will that they were not pressured and they would have still have state law right of recession time of 3 to 5 days after they went home. Any free incentive given to these members would have been from the independent distributor and the contract also states we as the fulfillment company/travel provider to not preform on those free gifts from another company. These members placed three request total, hotel and two car rentals. I spoke with these members 9/15/16 and the only real issue was they wanted the membership to work how they wanted it to not how it truly worked they were also upset because there were not more car rental companies available in a certain location. I tried to get them to speak with a travel manager about their issues but they refused! They have never requested to cancel by phone, email, or mail nor did they obtained a Mutual Release document to properly close/cancel their membership. We have never stop billing, rebilling, send letters of past due unpaid accruing dues, then we also sent an Audit letter requesting they contact us to resolve their debt and this was all mailed. We also called and emailed offering them (then) current incentives to help them bring their membership account up to date but just as they refused to talk with a travel manager they turned their back on the obligation to pay as agreed. These members simply need to contact our office to either bring their membership account up to date or close/cancel it through a Mutual Release document in a fair settlement agreement.

  Customer Answer

  Date: 11/18/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  I reviewed your response to ourcomplaint.  As stated in ourcomplaint, there is not a process in the contract detailing how to cancel membership.  We did contact your business and state that we would no longer be using your services.  We were never provided any service by Island Traders and felt that the non-performance of Island Traders when we called to state that the promotional packages had al fallen through was an indication of future service. 

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