Complaints
Customer Complaints Summary
- 185 total complaints in the last 3 years.
- 98 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2025
Type: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.
I won a "free" cruise from casablanca express. I mailed in a $200 deposit then the taxes later totaling $764. All of this was fully refundable if canceled before tickets bought. On the call before they finalized tickets, on April 5th, 2025, we had to cancel. His words were "dont call me when you dont get your check, call this number" I should have known. I waited the 35 business days and called on may 22nd and they said no you have to wait 60 days. So I waited 60 total days and called on June 4th and said it will be mailed out Friday June 6th and to wait 2 weeks for it to arrive. then on the 21st I called back oh its stuck in processing. They put a "rush on it and said give us a week. I gave them 2. Called back today July 9th because I still dont have my check. They are saying its mailed now but 3 months is a crazy time to wait for this. And I still have not actually received it so guessing its going to get stuck in the mail now. My certificate number was cdg 2****2. I have recordings of telephone conversations if needed.
Business Response
Date: 07/25/2025
We have spoken with our customer and issued the refund requested in order to resolve the issue.Customer Answer
Date: 07/28/2025
I have reviewed the response made by the business in reference to complaint ID 23*****2, and find that this resolution is satisfactory to me.
Regards,
K******* *********Initial Complaint
Date:07/01/2025
Type: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.
I have been trying to obtain a refund for over 60 days. Asked for refund on April 29, 2025 was told 30 days to receive. After 30 days did not receive, called and was told 60 days. Called on July 1 and was transferred to voice mail with person not helping at all. Left message without return call.Customer Answer
Date: 07/13/2025
We finally received our refund after 75 days and many phone calls. Thanks.Initial Complaint
Date:06/25/2025
Type: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.
This company is extremely deceptive. We "won" a free trip to Disneyland, but we had to pay a number of fees to redeem our "free" trip. I paid the fees. Once the terms of the trip were revealed, they were completely unacceptable. I would not have paid the funds if I had been aware of the trip terms and itinerary. I want my money back. I feel very deceived by this company.Business Response
Date: 07/17/2025
We have reached out to our customers & resolved the issue.Initial Complaint
Date:06/23/2025
Type: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 won a 2day trip for usages through this company. I made several attempts online to activate my certificate and was unsuccessful. The site wouldn’t activate it for some reason. I emailed their support service and to this day, no response. I called customers, and after waiting for 20 minutes, a man answered then transferred to the “dept to activate my certificate “. Once he transferred me, the phone rung until a voicemail picked up saying “don’t leave a message regarding activating certificate, but email the activation dept”. So I hung up and emailed their support service activation dept. and to this day, no response. This company is a scam. They go out of their way to not help you. I’m sure there are others who won trips at the Wedding Fair and then this Agency doesn’t hold up to their part.Business Response
Date: 07/17/2025
We have reached out to our customers & resolved the issue.Initial Complaint
Date:06/16/2025
Type: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.
My Fiancé and I got a trip from this company and scheduled everything. Then the business didn't provide us with the correct times causing us to miss the flight. We called in on Weds 3/4/2025 around 5pm-5:15pm and spoke with the manager on duty who admitted fault and said we would be receiving a refund for every deposit we have made to them within 60 days. It has been over 60 days and we have not received any refund. I called in and left a message with the manager Richie extension 7550, and still have not received a response.Business Response
Date: 07/10/2025
We have reached out to our customer, shipped out the refund check & provided tracking information as an added precaution resolving the issue.Customer Answer
Date: 07/11/2025
I have reviewed the response made by the business in reference to complaint ID 23474075, and find that this resolution is satisfactory to me.
Regards,
C****** ******Initial Complaint
Date:06/16/2025
Type: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.
I paid for a trip/service to be done and found out it was a not worth the expense through this company. I then asked for my refund of $300 which is a part of their "no obligation" deal and have not received it after several attempts of obtaining it.
I reached out to Hal Sandler [email protected] whom was supposed to take care of this for me, but has not. My request has been made on 3/13/25 without any form of refund being returned even though he said it was on its way on 4/14/25.Business Response
Date: 07/10/2025
We have reached out to our customer, shipped out the refund check & provided tracking information as an added precaution resolving the issue.Customer Answer
Date: 07/17/2025
I have reviewed the response made by the business in reference to complaint ID 23466590, and find that this resolution is satisfactory to me.
Regards,
D**** ******Initial Complaint
Date:06/13/2025
Type: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.
Did a time share presentation and was promised round trip airfare. Was given the paperwork. Filled out paperwork and sent deposit and dates and never heard from the company or received anything in return. I have tried to reach them by phone and email. I tried to access the live chat but it was never available. I called every day straight for two weeks in a row and nobody ever picked up the phone. I would like what was promised. We took our time out for two hours to do the presentation. I dont just want a refund of my deposit. It seems like this is what they are doing and just refunding people and thats not fair. We were promised round trip ticjets and thats what we want. We followed through on our end and sent valid dates and a money order for the deposit of $158.Business Response
Date: 07/10/2025
We have reached out to our customer, shipped out the refund check & provided tracking information as an added precaution resolving the issue.Customer Answer
Date: 07/18/2025
I have reviewed the response made by the business in reference to complaint ID 23463893, and find that this resolution is satisfactory to me.It has been resolved they refunded my deposit and added $200 for inconvenience.
Regards,
S******** ******Initial Complaint
Date:06/12/2025
Type: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.
I won a vacation package through Casablanca Express and activated the vacation for a 5 day cruise to the Bahamas with flight included. I paid taxes on the trip to the amount of $897.00 and was instructed to call and schedule the trip.
I called in March and selected the earliest possible week available, the week of September 15, 2025. The agent told me that a travel agent would call me between that date and mid-June to finalize plans. When I did not receive a call or response to subsequent emails I tried calling their customer service line and have repeatedly received a message during business hours that they are closed and to call back during business hours. I tried using live chat and they do not answer.Business Response
Date: 07/10/2025
We have reached out to our customer and resolved the issue.Customer Answer
Date: 07/14/2025
I have reviewed the response made by the business in reference to complaint ID 23462488, and find that this resolution is satisfactory to me.
Regards,Initial Complaint
Date:06/10/2025
Type: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.
After attending their presentation I paid $225.00 in order to get a vacation in Atlantic City. When I tried to schedule the vacation it was just about impossible. I requested a refund which I have not yet received.Business Response
Date: 07/03/2025
We have reached out to our customer and shipped the refund and provided tracking information resolving the issue.Customer Answer
Date: 07/14/2025
I have reviewed the response made by the business in reference to complaint ID 23449121, and find that this resolution is satisfactory to me.Date Sent: 7/11/2025 6:49:55 PM
I just today received a check for the full disputed amount! THANK YOU for your assistance in resolving this matter successfully.
Regards,
H***** ****Initial Complaint
Date:06/10/2025
Type: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.
At the Encinitas Fair, we signed up to attend a presentation, Beacon with Cruzy in San Diego in exchange for round trip air transportaton to Honolulu, Hi, and two night accommodatons in tourist and economy classs propeties. We gave the required $40 doposit, which we were told would be refunded in cash once we attended the presentation. Well, we did not get the deposit refund so I had to email and call many times to finally get a Zelle refund for the $40. We never received the $100 restaurant gift card as promised. Also, we sent $100 tax deposit to book the Hawaii trip. It was so complicatated with many other fees involved so I decided to ask cancel the trip and asked for the $100 back. I was told I would receive it back but at this point, I have not received it.
Also, I received a call from someone telling me I had won a gift at a strawberry festival. I asked if she was mistaken and it was the Encinitas Fair? She said yes. I told her about our terrible experienc and she agreed and said the Hawaii vacation was such a terrible deal and I should have received my $100 gift card. She said, her supervisor would be in contact to arrange a nice week stay for me and my husband in the San Diego area. I never heard back!Business Response
Date: 07/09/2025
Th refund check for $100.00 was mailed out to our customer as requested on 07/02/2025.Customer Answer
Date: 07/11/2025
I am rejecting this response because:
Regards,
G*** *********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.