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:04/19/2023

  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.

  I "won" a free trip to ******* and was able to upgrade to **** with only paying $145 in taxes and $16 in travel protection back in November. I received a pre-confirmation after reaching out once fees were paid. I was told that I should expect the resort to confirm availability in a week. January comes, I still have no reservation. I reach out again and Redeem Vacations mentions they will handle. March 7th comes and I receive a text about hold on buying flight and request has been sent to resort (Same thing i was told in November. This is now three months out from dates selected to travel). I received another text on March 22nd to urgently send airline information. I later received a call the following Friday to schedule and pay for transportation from Redeem Vacation's third party vendor, ********* Services. Just for me to get a call a week later stating that the resort selected has no availability. I requested a refund as it has been prolonged with no resolution. This was supposed to be a birthday trip that has been ruined. I am still waiting for Redeem Vacations to confirm processing of my refund of $167.00.I have proof of each payment and persisting issue with no resolution.

  Business Response

  Date: 04/20/2023

  Thank you for your valuable feedback. 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.
  
  Redeem Vacations

• Initial Complaint

  Date:04/10/2023

  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.

  I was given a voucher from my employer for a "free vacation". It was explained to us that we would have to pay the taxes. No problem, or so I thought. I paid $194.40 for a 3 night stay in New York City. I tried multiple times to book a stay, but there is only availability about 2 months of the year. I also found out the hotels are in **********, not ********. I paid for a ******** trip. I've tried many times to get a refund, as this is not what was advertised. I am getting the run-around. I simply want my $194.40 in taxes back. I am told I can get it refunded, then next told I cannot. I want my money back, as this appears to be a scam. I've asked to speak to people higher up, but there never seems to be anyone available.

  Business Response

  Date: 04/13/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.

  Redeem Vacations

• Initial Complaint

  Date:04/05/2023

  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.

  I signed up for what was supposed to be a free vacation November 19, 2021. Once I clicked on the email we were sent to REDEEM VACATIONS.COM and they said I had to pay fees/taxes. The total came to $148.40. Then I had 18 months to book my trip. Initially there were no dates opened that worked with my schedule. Then I got nervous due to Covid kicking back up. I work in the medical field and have kids that play sports. Fast forward to 2023. I watched the calendar availability week after week. The same weekend was available for a few months. Finally made arrangements(babysitter, accommodation for business), checked flights and Took off work. Booked the trip on Mar 18th paying an insurance fee. I get an email that there would be booking fees to wait on an an email invoice and then a welcome call. It wouldnt be confirmed until those 2 things happened. 3-4 days went by nothing. I emailed customer service on day 5 because they have no phone number. I was asked to give them up to 24hrs. I gave then 48, to find out it was cancelled. I didnt understand as those dates had been available over a 1 month and about two weeks and opened several more dates. They said someone would contact me to keep my line opened. It is now 6 days later and nothing. For 3 days I had emailed customer service and all they say is that my request has been forwarded. To keep my line opened. I finally received a call after putting a review on Trustpilot.com. I told them what happened she said she would escalate it. I received two more calls the next day. All I was told was they could accommodate at another hotel but there would be upgrade fees. I asked how much would this cost me. Never received an answer just that someone would call me back. It has been a week and I have not heard from anyone. Even sent another message and review. I was only told I only had to pay activation fee (taxes, etc) and book. Now there is upgrade fees, resort fees and who knows what else as it still has not been resolved

  Business Response

  Date: 04/13/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.

  Redeem Vacations

• Initial Complaint

  Date:03/24/2023

  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.

  On last year I purchased a vacation voucher to ****** for 179. And some change, I called to receive a refund due to things thats going on in ******. The refund was issued. But they applied it to an old bank account. After telling them it was sent to a closed account. They are now giving me the run around. And asking me to go to bank and see will the bank send funds to my new bank/account. (Makes no sense) the bank stated if the money was sent the bank would reject the money and bounce the money back to the sender. Because the account is closed. After informing Redeem that information. The rep then stated for me to get a letter from bank saying that the account is closed. We to bank again. And they informed me that they do not provide any letters. The only thing that can be done is my last statement with zero balance. I then provided them with statement along with the bankers name and phone. After all this nothing has been resolved. Just a whole bunch of apologies and no answers. All I wont is my refund back and sent to the correct bank and account. People changes banks everyday theres no excuse do to the account was changed due to I cant receive my refund. Once that money was bounced back from the back they could have resubmitted the refund with the correct information.

  Business Response

  Date: 03/27/2023

  Thank you for your valuable feedback. 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.

  Redeem Vacations

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19850699
  
  I am rejecting this response because: There are no understanding in this matter. My refund is my refund! It was issued out and not received due to bank account being closed! And bounce back to redeem vacation. So I need them to reissue my refund in the new account or a check. Or my next steps will be moving forward with my attorney. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/29/2023

  Dear valued customer, we would like to inform you that we have taken note of your concern and are working diligently to provide you with a satisfactory resolution. We have already reached out to you separately and will continue to keep you updated on the progress. Thank you for your patience and understanding.
  

• Initial Complaint

  Date:03/15/2023

  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.

  My husband and I signed up for what was supposed to be a free vacation from ***** tax service. Once we clicked on the email we were sent to REDEEM VACATIONS.COM and they said we had to pay fees/taxes. The total came to $164.00. Then in order to book the hotel which only had availability during the COLDEST months in ************ - it wanted to charge our credit card even more money from the resort itself. This was VERY misleading and felt like a complete scam. We just wanted our money back and to have no further dealings with this dishonest company. We also didn't want to waste any more time with them.

  Business Response

  Date: 03/21/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.
  
  Redeem Vacations

  Customer Answer

  Date: 03/27/2023

   
  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:03/15/2023

  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.

  Aug 2022 I Won a 5 day ******** vacation just had to pay taxes which were $349.75. Have 18 months to use and NO blackout datesyet I go to book as you have to book out 30 days from date of booking. Only to find no dates available in June or July. Extra charges for weekend stays. Cant find any ****** now for this location and when I looked a few months ago All ****** that were listed all have horrible reviews. I want a refund as I am scared if I book a trip I will not have a positive booking. As flights to this location are very expensive.

  Business Response

  Date: 03/30/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.
  
  Redeem Vacations

• Initial Complaint

  Date:03/13/2023

  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.

  We made a reservation using their website. The hotel we booked looks nothing like the pictures on their website. We contacted the actual hotel only to find out that the amenities that Redeem Vacations listed for this hotel are incorrect as well. Total bs

  Business Response

  Date: 03/14/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.

  Redeem Vacations

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19592648
  
  I am rejecting this response because: I am tired of reaching out to your company  and getting the run around.  I have talked several times to your agents via chat and nothing was accomplished.  Your website lies about the accommodations. The hotel we stayed at was nice but the accommodations were not there. You have my information,  you can reach out to me.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/24/2023

  Dear Valued Customer,

  
  We regret to inform you that we have been unable to reach you despite our multiple attempts. We understand that your time is valuable, and we apologize for any inconvenience caused.
  

  We kindly request you to please get in touch with us at your earliest convenience so that we can address your concerns promptly and provide you with a satisfactory solution.
  Thank you for choosing Redeem Vacations, and we look forward to hearing from you soon.
  

  Best regards,
  Redeem Vacations

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19592648
  
  I am rejecting this response because: they are pure lying.  I have tried calling and emailing them and they just either ignore it or won't return the call. This is a total lie
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/03/2023

  Dear *****,

  
  I hope this message finds you well. I wanted to follow up on the issue you raised with us recently. Our team member has been in contact with you to work towards a resolution. If there are any other concerns or issues that you would like to address, please do not hesitate to let us know. Your cooperation is greatly appreciated.

  
  Best regards,
  Redeem Vacations

  Customer Answer

  Date: 05/03/2023

   
  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:03/02/2023

  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.

  September 12, 2022 I paid $147.45 to activate my complimentary vacation to ***************. In this email it stated there would be no "black out dates". When I tried booking in January, the only availability was in the colder months and one week in September. I bought this vacation so I could take my children to the beach. I do not want to go when it's cold, and I can't go when they're in school. I reached out to see of we could change it to a different location and they offered two locations outside of the US and *********. They agreed to refund me on January 19th and said that it was refunded. My bank had nothing and could not find anything with the transaction ID provided by **********************. I reached out again and they sent me the same transaction ID. I asked for a check to be mailed and they responded on February 25th saying this: "Hi *******,Greeting from Redeem Vacations. We attempted to refund directly to your credit card however, we were unable to process the refund transaction. Please contact your bank/ credit card company for a refund. Thank you.Should you need further assistance, please do not hesitate to let us know and I will be more than happy to assist you.Sincerely,Redeem Vacations Support"

  Business Response

  Date: 03/06/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.
  
  Redeem Vacations

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19528523
  
  I am rejecting this response because:

  No one has reached out since the last message. This has been an ongoing issue for a couple of months now, and you don't seem to be actively trying to resolve it. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/27/2023

  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.

  It seems these people have scammed A LOT OF PEOPLE! The pandemic kept us from traveling due to Italys restrictions. Next the dates I wanted were NEVER available. Then they said the voucher expired & I have 7 days to pick 3 other places that were not in *****. This is months later, Im finding out its expired. I knew then that this was a scam. I was never made aware of an expiration date, while in contact with these people trying to find out why the dates were never open to book. I decided, ok let me try ****. But I couldnt purchase trip protection because theyve changed my city and zip code on the new activation for the alternate trip. With only 7 days to *********** not replying to emails in a timely manner.. It was beginning to be way too much for a free trip. I supposedly got this for purchasing a painting. Redeem Vacations aka ****** advertised the scam on ******** nonstop. The response to the issue with my address: Thank you for reaching Redeem Vacations support. We apologize for not being able to respond immediately and for the inconvenience this has caused you. Regarding your request, we are sincerely sorry as we won't be able to change the address on our end as once this voucher has been activated, it will be non-amenable. Additionally, even if we wish to, our system won't allow us. I am deeply sorry for this. I replied to them, Its 2023, I refuse to believe you cant change an address in your database. This is ridiculous! And its NOT THE ADDRESS I PUT IN! I wouldnt have been able to buy the painting for the free trip if I used the address you have! The bank wouldve rejected the payment with the wrong zip code! Before 7 days the **** voucher expired. Cheated me again. I see they often take money & cancel trips. Nobody has a good review. I shouldve researched before I wasted my money. I want my money back for the painting and I can send it back! I only brought it to receive the free trip. Which was never real. BEWARE DO NOT TRUST THIS COMPANY!

  Business Response

  Date: 02/28/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.
  
  Redeem Vacations Management

• Initial Complaint

  Date:02/03/2023

  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.

  This company is very inconsistent, unorganized and, unprofessional. I paid approximately $163 on November 10, 2022 for my Mexico trip in April 2023. I was informed that my trip was booked, and there would be no additional fees to pay. That was my welcome call. Shortly after, I kept getting calls that my resort fee was not paid. I told multiple individuals that my resort fees were paid, and I completed my welcome call. The calls continued, then my trip was cancelled. I spoke to a customer service representative named ******, a manager named *****************************, and others who I did not get a chance to document their names. I told these individuals my circumstance multiple times, informed them that the times they were calling me did not fit well with my schedule because I cant have my phone at work, and sent my invoice receipt. They disregarded all of those things on multiple occasions. I had been told my trip was cancelled despite paying my resort fee during my welcome call that they deem a requirement to get a trip confirmation. I spoke to ***************************** on January 31, 2023 and she informed me that I had a booking with a different hotel. I find this convenient when I was told for two months by multiple people I did not have a reservation and my dates were unavailable due to their mess up. She stated she would contact me back the same day, and it has been 3 days with no response and now the phones are conveniently disconnected. I already purchased my flight and had multiple friends book at the same hotel. This has become a headache. They should be shut down for false advertisement and stealing money! Of note, Ive called *****************-304-2100, ************, and ************ today, and 3 of the 4 appear to be disconnected and the other number repeats the same message for you to leave them a message, but they never respond.

  Business Response

  Date: 02/08/2023

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** so we can further assist you.
  
  Redeem Vacations Management