ComplaintsforSellOffVacations.com

• Initial Complaint

  11/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On nov 17 2022, my father purchased a trip through selloff vacations. Unfortunately he passed on Nov 20. I reached out to a local representative and she said she would have it escalated to see if we could change the name or get a partial refund as he did not have insurance as we had not had a chance to purchase prior to his passing. No one contacted me. I was in consistent contact with the rep and she kept saying there was no information. At the end of December. She told me to contact customer service. Which I did to find out they tried to call my deceased father and clearly couldn’t get ahold of him because he is not alive. The rep basically told me we are out of luck because the date passed. This is poor service. I am still waiting for a call back from a supervisor from January. After we returned from the trip and I deal with other issues I contacts selloff again and started speaking with a supervisor Maria who has now stopped responding to emails and providing no updates. I would like a travel credit issues for the amount we paid for the trip as this is unacceptable business practices and if selloff would have done their due diligence it would not have had to go on for the last 6 months.

  Business response

  11/04/2023

  Please accept our aplogy for the delay in responding to Ms ******'s request for updates. 

  Our file indicates the original request received on 09December 2022 was for a name change  due to the death of  a passenger on file,  The request was denied by the holiday supplier, ******* ***** since the departure date was within 22 days prior to departure

  Our agent  attempted to contact the remaining passenger however the phone number was disconnected and the email address was only associated to the deceased passenger ..

  As we were unable to contact the second passenger, the file remined active on the possibility they would travel regardlessof the circumstances.. At no time prior to the scheduled departure date, were we ever directed to cancel the booking in whole or partially.. 

  When eventually we we contacted again, after the departure date, we initiated our investigation, however ,without a written  request for cancellation of the booking we could not  take action on the file...

   In light of the circumstances, any possible goodwill consideration fo rthe  recovery of any portion of funds paid must be returned to the estate of the decesaed  passenger.  In the meantime, for auditing purposes, we must also have  a copy of the death certificate ( medical or funeral home). as well as any legal documentation  dictating the name of the executor of the deceased.

  OffVacations will  continue to advocate for the best possible outcome and we ask for Ms ******'s continued patience as we all exercise our due diligence.
  

  Respectfully,

  SellOffVacations

  Customer response

  11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  if an email was sent to the deceased passenger I would have received it.  No one tried to contact me even Heather p. who I was in constant contact with who did not even attempt to contact or follow up because she was too busy according to her.  The email was sent to Heather on 12/6z. I called customer service on January 3 to which the rep said she was going to escalate and that never happened.  No one told me the trip had to be cancelled for any refunds to be issues.  After I returned from the trip I tried to contact you again and was escalated to Maria who has not followed up in over 2 weeks.  ******** ** *** ***** ************  sending payment to the estate is fine.  ******** ** *** ***** *********** 

  Sincerely,
  
  ******** ******

• Initial Complaint

  22/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and myself had placed a deposit for a vacation for the first time. The credit card was used for the deposit, so the assumption was that the remainder of the money would be taken out from the card when needed. We had a death in the family, for which proof was provided, during the time the remaining money was to be taken out for the vacation. When the agency was trying to reach me, I was unavailable due to the death in the family. After the funeral, I had reached out and provided proof. I was told my trip was cancelled and was no longer getting my $500 back. I was told I would be contacted but no one is getting back to me even though I have made many attempts of reaching out via phone calls, emails and leaving many voicemails. Our trip was supposed to be next week and were promised some resolution or even a look at our reasons for not being available to answer a call.

  Business response

  16/01/2023

   

  We regret ** *******'s displeasure with the outcome of her Customer Service claim.for refund of the  penalty when the booking was cancelledd for lack of final payment receipt.

  We are sympathetic to the circumstances of the death in the family and SellOffVacations extends our sincere condolences to the family, however, as no travel protection to cover unforseen situations  was included on the booking, the supplier's decision to deny the request for refund remains unchanged. 

  Both SellOffVacations as well as the holiday supplier ensures  the consumer is made aware of the consequences of not providing the final payment on the due date. The holiday supplier terms of sale:which  the consumer must agree to before completing the reservation, indicates "If final payment is not received within the required period,******* reserves the right to cancel any such reservation,in whole or in part, without prior notice and withoutrecourse by the Customer and charge the applicable cancellation fees indicated at the end of these terms and conditions"

  In addition, the SellOffVacations itinerary invoice clearly states:  "Due to strict compliance to privacy regulations, your full credit card number will not be retained on our records. The cardholder must call in before the final payment due date noted on the invoice, to provide the credit card number and authorization for its use. Any delay of the required payment by the due date, will result in cancellation of the travel plans with applicable penalties, according to the holiday supplier’s terms and condition of sale..

  Consequently, in view of the above, we are unable to honour the request to reverse the penalty on the file.

  We trust this clarifies our position on this matter.

  Respectfully,

  SellOffVacations

   

• Initial Complaint

  08/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked my wedding group with Sell Off Vacations. Sell off offered promotional room credits for each resort. The one we picked and booked came with a 3 room promotional booking credit which sell off confirmed that they would refund to my **** once the trip was completed. Well, the trip concluded on Oct 29th 2022 and I have yet to receive this credit refunded to my ****. I called the Moncton office (where the travel agent I was dealing with was based out of) and no one has returned my calls. They now don't even pick up my calls. I reached out to the company via their customer service email and got 1 response asking what my booking number was, which I provided, then I never heard from them again (even after multiple follow ups from myself). I then reached out to the company on their ********* and soon after received a call from someone who said they will resolve my issue. I was driving at the time of this call and didn't have my booking info in front of me to provide her with so I asked that she email me her contact details and I will call her back in a few hours with the detail - which she agreed to. She never emailed her information nor ever called me back again. I just want what is owed to me. **** ** ******* ***** *********** ** **** *** *** *********** ******* ******* ** **** *** ** *** ****** *** ** **** *** **** *** **** *** **** ** *** *** *** ****** ****** **** **** **********

  Customer response

  05/01/2023

  I have since heard back from the company and my issue has been resolved.
  

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 13 tickets to Punta Cana to take our family. We also purchased cancellation insurance. Due to Covid we had to cancel the vacation. We received vouchers for each of the 10 adults along with 3 granchildren. The issue is we have been told you can not change names on any of the vouchers. The vacation was in January 2022 and since then my daughter and boyfriend have split so I would like his voucher returned with my name as I was the card holder that paid for all vacations. Also since then my other daughter with the 3 grandkids has been married and would like to split their vacation between taking the children on one trip and take a honeymoon with the balance of the $8,000 in vouchers they have been given. I see this as a simple transaction to obtain blank vouchers and when we are going to use the vouchers to book a vacation the client information can be given at that time. When I am contacted by sell off I will give them all the pertinent info as to names and such. Thank you.

  Business response

  28/10/2022

  This issue has been resolved and all transfers have been arranged.

  The client was advised verbally but we will provide  ** ***** with a written confirmation to his personal email address.

   

   Thank you

• Initial Complaint

  23/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I booked a trip with Sell off Vacations for Ixtapa Mexico for New Years, leaving Dec 31st 2021. I was advised by the Sell off Vacations to get trip Cancellation insurance with ******** since the trip was not refundable. I spent hours trying to get a invoice showing the trip was cancelled from ********** ********* to collect insurance money after my husband got sick and couldn't travel. The Sell off Vacations agent said it could take a couple of weeks so just sent an email stating the trip was cancelled. ******** insurance just contacted me to say this was not enough and I need the invoice showing the trip was cancelled. The agent never sent this to me and I can't reach anyone to help me with this after sending emails to the agent and voice messages. The agent said I could also call ********** ********* to request the invoice but I have called and wasted hours without getting through. This is unacceptable and should be the responsibility of Sell Off Vacations who sold me the trip and insurance.

  Business response

  17/05/2022

  Business Response /* (1000, 7, 2022/03/28) */ Thank you for your patience as we investigated the issue. Our records indicate a copy of the ******************** cancellation invoice was submitted directly to the Travel claim email address on 18 February 2022: From: ********* Sent: Friday, February 18, 2022 12:09 PM To: ***************** <************@***********.ca> Subject: claim number******* To Whom It may concern Attached you will find the cancelled invoice from ******************** for the above referenced claim for ********* We cannot understand why they require any additional information, however we will provide Ms **** with a letter from selloffVacations supporting the fact the booking had been cancelled with full penalty on 29 December 2021. This letter will be sent to Ms **** by email,under separate cover , We trust this will assist with her claim. Respectfully, SellOffVacations Customer Support Consumer Response /* (3000, 9, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The late date that the proof of cancellation was sent slowed down the insurance claim being processed. I have still not received any monies 2 months later.

• Initial Complaint

  18/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I had a trip scheduled for March 20, 2020 but was cancelled due to Covid. I called to request a refund May 2021 when ********** announced refunds. I was told it would take 3-4 weeks to process. I received the $500 deposit to my bank account but am still owed $2958 to my ****. The representative at selloffvacations said it was reimbursed back in June 2021 but that is not the case. I have all bank statements confirming it was not received and contacted **** directly to confirm. I have been waiting nearly a year for the refund.

  Business response

  16/05/2022

  Business Response /* (1000, 5, 2022/02/23) */ Thank you for your message. SellOffVacations is consulting with ********** *********' accounting department to obtain clarification. We will provide you with their response under separate cover to your direct email address. Unfortunately, their reply will not be swift, therefore we ask for your continued patience as we try to resolve this matter. Respectfully SellOffvacations Customer Support department. Consumer Response /* (3000, 7, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate that my complaint is finally being looked into but I will not consider the matter closed until I've received my refund. ********************************************************************************** ************************************************************************************************** If there is anything you need from me, such as my **** statements showing no refunds made, please let me know.

• Initial Complaint

  21/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This morning we booked online vacation through this company, booking failed but money on my credit card were put on pending status 2700 canadian dollars, i went to the office in point clair st.jean in person and employee (Leela) said she cannot help and asked us to leave the office (i have a voice recording when she was letting us go out of the office). Now I cannot use the money to book another vacation since they are on hold. We have already planned our work vacation and paid a baby sitter but now we cannot do anything until the money are free again. Called the bank and was told they cannot help and we have to wait 3-6 days to get our money back. That means i lost my work vacation and in 6 days the high season will strat and prices go very high which we cannot afford. They said issue was due to a technical problem but us as customers don't care we just need our money back to re-book before loosing our planned work vacations and before high season hits us. Why we are paying a price of technical issues as customers?!!!!

  Business response

  17/02/2022

  Business Response /* (1000, 7, 2022/01/26) */ We regret any issues the claimant had upon attempting to make an online booking. It appears there was an problem with the credit card which did not allow for the holiday package to be confirmed. Any pending status on a credit card statement can only be cleared by the financial institution providing the credit, and as he was advised, the funds would be back inthis account in 3-6 days. SellOffVacations acts only as a retail agent and while the payments on the files are manged by us, they are processed strictly by the holiday supplier. Even the pending status on the statement will reflect the holiday supplier's name and not that of SellOffVacations. With reference to personal arrangements needed for thier travel dates, SellOffVacations cannot be held accountable for any inconveniences experienced. We trust that by now the funds have been recouped and all financial issues have been resolved. Customer satisfaction is very important to SellOffVacations, but unfortunately, the deceptive ease of booking online does not replace the expertise of an agent who can make the arrangements and add the valuable benefits of their experience and knowledge. We trust this provides closure to this issue. Thank you for your patience and understanding. SellOffVacations Consumer Response /* (3000, 9, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately this explanation is not satisfactory as the credit card that was used had no issues , if it has issues how the fund were put on hold and the balance increased? If it did not work at least I should have not seen it on hold in my statement for 6 days!! I had called the credit card institution but they had no control to clear it out before 6 days.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 20, 2021, I have booked a 9 day vacation through SellOffVacations.com for December 18, 2021 to December 27, 2021 dates to Holguin, Cuba. I have paid $4151.90 for this vacation package. On November 23, 2021, my itinerary departure date has been changed from December 18, 2021 to December 20, 2021. As a result, my vacation has been reduced by 2 days. I have tried to reach Selloffvacations.com numerous times regarding this change but only received an acknowledgement of my complaint without any substantive response or options to resolve this issue. A 7 day trip costs significantly less than a 9 day trip. Moreover, I had to make appropriate provisions at work in order to be able to take a 9 day trip rather than a 7 day trip. Given the clear breach of SellOffVacations' contract obligations, I am seeking a refund.

  Business response

  11/03/2022

  Business Response /* (1000, 10, 2022/02/25) */ From: SOV Customerservice Sent: December 7, 2021 5:01 PM To: '* ********' Subject: RE: XXXXXXX - TRAVEL DATE CHANGE***our vacation was cut from 9 days to 7days Good afternoon, As discussed on our phone conversation of today, we were finally able to consult with ******* Vacations and the options available as a result of the changes to your holiday package are: Accept the change and receive a refund for the value of the two lost night at the hotel Cancel for a full refund to the original form of payment Change the date, destination or resort at current rates. According to our conversation, you opted to have the booking cancelled with a full refund and ******* Vacations was notified . The refund will be reflected on the *********** credit card statement shortly. A revised SellOffVacations invoice will be sent also. Thank you for your co operation. Kind regards Customer Support SellOffVacations

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a flight with Selloff Vacations to fly in 2019. I was told I had to take a voucher once COVID hit and trips got cancelled. I have cancellation insurance as well. I have since gone into Selloff and had paperwork sent in to be reimbursed my money that I paid for by Debit card. I have been told many times my cheque's being processed but as of today still nothing! It's been since July 26th that the request was put in by their agent in Harbour Landing, Regina. They owe me $2000.00 for my booking number #*********. I have called, emailed and continually am told they are processing the cheque. It's very frustrating and disappointing that they can't refund what is owed to me, especially when they say I should be getting it back.

  Business response

  03/03/2022

  Business Response /* (1000, 10, 2022/02/25) */ Cheque was issued 21 December 2021 Please advise if it has not been received. Consumer Response /* (2000, 12, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) After months of waiting for a response from Sell Off Vacations with many emails and phone calls, I finally got my refund from them. However, I was disappointed in the fact they couldn't even send an email stating they were SORRY for the inconvenience it caused me. Terrible Customer service and all four of my party will never book with them again and I will be sure to let all my family and friends not to book with them either.. Disgusted Customer..

• Initial Complaint

  02/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked my vacation package on sellofvacations site and chose a certain hotel room. When I got my booking confirmation, I realized that the type of hotel room was wrong, and not the one that I selected. I called the company right away, and they told me to call back the next morning as it was late in the evening at that point. I called back the next morning, and they told me that the issue will get resolved with their provider ********* and that they will call me back the next day. A few days passed and I had no news so I decided to call them, at which point they told me that "no booking change" could be made, as they reached the provider late. I explained time and time again that this is not a booking change but a correction of a mistake that was made by their site during the booking process and that it is not the option that I selected. It is extremely frustrating as I went through multiple calls each time waiting at least half an hour on the phone. I even spoke to a supervisor who said it was my mistake and could not help me. This is not a way to treat a customer, very disappointing.

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2021/12/08) */ We regret the frustration you are experiencing with the issue of the incorrect room category being selected at the time of the SellOffVacations online booking. SellOffVacations acts as a retail agent on behalf of tour operators and the airline and provides a platform for our customers to strictly review the travel arrangements available through them. Any travel product or service that customers acquire through SellOffVacations results in a contractual relationship between the customer and the tour operator / airline. As an agency, we do not hold any inventory of products, nor can we influence their policies. While credit card payments are indeed managed by the agency at the time of the booking, they are processed and collected strictly by the holiday supplier directly through the reservation system used and their name will appear as the vendor on your credit card statement. SellOffVacations does not hold funds. In addition our online system was reviewed and no abnormalities were found. Please note, the operational system of the SellOffVacations website does not have the capability to arbitrarily opt for a service without the purchaser having selected it. The ability to cancel within 24 hours of making a booking is not a universal practice by all holiday suppliers. In fact very few offer it. Once a reservation is confirmed , it is automatically subject to the terms and conditions of sale and bound by schedule of change and cancellation fees applicable by the holiday supplier, as agreed to at the time of making the online reservation. Based on those terms, any change of room category on a holiday package within 44 or closer the departure date is not allowed and any cancellation would have been at full 100% penalty. Consequently the reservation could not be changed. We are sorry for the dissatisfaction the client is experiencing but the agency is bound by the same terms as the consumer and we have no influence on the supplier's regulations. We trust this clarifies our position on this matter. Respectfully SellOffVacations Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a long reply to basically say nothing and wash off your hands off the situation. Your company is responsible for fixing website glitches and to assist customers, period. I just hope other people are aware and will not use such an untrustworthy company to book.

*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. ↩