Complaints

This profile includes complaints for SellOffVacations.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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SellOffVacations.com has 34 locations, listed below.

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  SellOffVacations.com

  31 Fasken Dr Etobicoke, ON M9W 1K6

• 

  SellOffVacations.com

  18B - 105 Bayly St W Ajax, ON L1S 7K7

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  SellOffVacations.com

  102 - 50 Peel Centre Dr Brampton, ON L6T 3R5

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  SellOffVacations.com

  3B - 110 Park Place Blvd Barrie, ON L4N 6P1

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  SellOffVacations.com

  72 4307 130 Ave SE Calgary, AB T2Z 3V8

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:11/04/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 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

  Date: 11/04/2023

  Please accept our aplogy for the delay in responding to Ms REMOVED'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, REMOVEDsince 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 REMOVED's continued patience as we all exercise our due diligence.
  

  Respectfully,

  SellOffVacations

  Customer Answer

  Date: 11/04/2023

  
  
  Complaint: REMOVED
  
  
  
  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.  REMOVED  sending payment to the estate is fine.  REMOVED 

  
  Sincerely,
  
  
  
  REMOVED REMOVED