ComplaintsforCustomer Service Network Group, LLC

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After I booked this trip on a recorded line I was told to keep all Receipts for the trip and I would get a refund of 150 and 100. I have only Received $150 check. I have not gotten the $100. Everytime I call its a scam and im hung up on. They wanted the Original receipts that the have Received and I want my money. They are lying and scamming. I have copies of over $300 in dining and I want what I was promised on a Recorded line

  Business response

  05/28/2024

  We are contacting you regarding the above referenced file. We had received and processed one of the rebates, which was processed and a check mailed.  If the second one was mailed separately, we have not received it and are not responsible for the mail.  The comments are unfair as we took care of the one received, as promised.  We made an exception to the terms and sent payment for the second one and check #******* has been sent. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

  Customer response

  05/31/2024

  waiting on check to come will let u know when and if it comes and im able to cash it... But offers was sent,,, email and phone contact does not work  for the company once you travel they are zero help.

  Customer response

  06/05/2024

  I did receive the check. Its been cashed.

  Both offers was mailed, I have copies of all Receipts sent.

  it is very hard to book with this company and once I did book I was still on edge ans stressed if it was going to really be a room after a 12hr drive.  

  I paid all fees, I sent both offers.  I have copies of everything. Once I contacted the company as to where my checks was at they was super rude or it was very hard to speak to anyone after your stay. I devise anybody to perceive with caution.

  If it wasnt for the BBB I would have lost $100 I was owed. 

  I honestly believe its a scam and Id hate to know how many famlies they have ripped off with their business... I was told on the phone the offers had to be mailed different days, I have been told so many lies. Just to beat around the **** to get my funds back!!!

  No one should have to file with BBB and fight for what was promised to them on a recorded line. Beware!!!

  Just let it be known you will more then likley have to find for the offers you are promised

   

   

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  I did receive the check. Its been cashed.
  
  Both offers was mailed, I have copies of all Receipts sent.
  
  it is very hard to book with this company and once I did book I was still on edge ans stressed if it was going to really be a room after a 12hr drive.  
  
  I paid all fees, I sent both offers.  I have copies of everything. Once I contacted the company as to where my checks was at they was super rude or it was very hard to speak to anyone after your stay. I devise anybody to perceive with caution.
  
  If it wasnt for the BBB I would have lost $100 I was owed. 
  
  I honestly believe its a scam and Id hate to know how many famlies they have ripped off with their business... I was told on the phone the offers had to be mailed different days, I have been told so many lies. Just to beat around the **** to get my funds back!!!
  
  No one should have to file with BBB and fight for what was promised to them on a recorded line. Beware!!!
  
  Just let it be known you will more then likley have to find for the offers you are promised 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attended timeshare presentation with BlueGreen Vacations and this was the vacation voucher given to me. After paying the $50 processing fee, they write to you about making a couple of selections WRT location and dates. However, on the registration form there is nowhere to enter your selections, so the only way to know your REAL choices is to make a call. It only took about 90 minutes for someone to pick up the call, another 45 minutes for them to search their "live catalog" and tell me I need to pay about $700 more in fees, and another 30minutes for their resolution department to finally offer cancellation. They sent an email "Mailing Address Verification" to confirm the address they will use to issue the account refund. I mailed back the signed letter on April 10th, but still waiting for my check. Looking at the other complaints here, it is obviously their modus to BAIT-AND-SWITCH, and/or promise a refund and never deliver that. I want my money back.

  Business response

  05/08/2024

  We are contacting you regarding the above referenced file. We disagree with this complaint.  Gocrv.com is a fulfillment company, obligated to fulfill based on the written terms. The terms are clear that the processing fee is non-refundable and that the fees are based on the requested travel destination and dates.  This guest requested a high demand destination and date and were quoted the fees associated with the request.  An exception was made to refund the non-refundable deposit and the authorization form was emailed.  Unfortunately, we dont have a record of receiving this form, however, as requested, we have processed the refund and a check will be mailed to the address on file. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I won a free hotel stay through them, sat through a 3 hour seminar where they tried to get me to buy things from them, finally left with my free getaway packet only to find out their website doesnt exist, so i can not register the voucher to use them. I have called customer service but they are always conveniently closed or hang up due to high call volume. I have been trying for 5 & a half months to get these registered and my time is running out to do so. Seems like they conveniently do this on purpose so they dont have to pay out for the stays they give away. They also ask for $150 non refundable deposit for a "travel agent" when you have to go online and pick your own destination and hotel and book everything yourself.

  Business response

  05/08/2024

  We are contacting you regarding the above referenced file. We object to this complaint. Gocrv is a fulfillment company obligated to fulfill based on the written terms.  We are not the company that marketed this guest or where they attended a seminar.  Our certificate and web site are clear that the offer is not free. Our web site, gocrv.com does exist and the guest can visit gocrv.com, enter the certificate number and register the offer.  The $150 deposit is refundable if travel is not confirmed. It is easy to reach our customer service ***** during our business hours of Mon Fri,9:30am 5pm EST.  We have tried to reach this guest to assist, however when we called and introduced ourselves, the call hung up.  We called back and left a message and sent an email, both included a direct call back number.  At this time, we have not heard from her. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a fraud they issue after 90 minutes presentation for free 7 days in the hotel at that time no mention of any fees when you book with them they charge $100 for booking then charge $745 for resort fee and taxes on a 2 star hotel in ** when you call the hotel a bout resort fees and taxes they said all those charges are not for them you end up pay $144 a night which its a price discount with the hotel hotel is saying they get bulk from them selling them to consumers as a free 7 days charge consumes as a hotel resorts fees and taxes which you still have to pay at the hotel for taxes and fees very misleading advertising when you cancel with them the same day with in 2 hours of booking they said its non refundable they lock you in when you are booking no mention at all that is not refundable all the booking has to be over the phone not website for you to see what you are getting and never mentioned of non refundable there phone is always busy with up to 2 hours of hold time when you call very very fraud company

  Business response

  05/08/2024

  We are contacting you regarding the above referenced file.  We completely disagree with this complaint.  Gocrv.com is the fulfillment company,obligated to fulfill based on the written terms and conditions, and not the company that marketed this guest for a presentation.  The terms and conditions, on the certificate and web site, clearly state the offer is not free and once confirmed, it is non-refundable.  The certificate also states there are peak season surcharges and this guest confirmed travel for July 4th week.  All resorts will charge resort fees directly to the customer and are not part of our travel offer.  This guest requested to make a change on 5/3 and was contacted on 5/3 where we were able to cancel the reservation and made offers to rebook her and gave a direct phone number to call us back. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I send a letter requesting my refund to Customer Service Network Group. I sent it certified mail with a return receipt label. I received the return receipt label. Someone at Customer Service Network Group signed for the letter with a copy of my paid receipt of $100.00 dollars. I need my money back immediately. I believe this company is scamming customers. I need my money back immediately. *****************************

  Business response

  05/08/2024

  We are contacting you regarding the above referenced file.  We do not have as record of receiving a phone call from this guest requesting a refund. When we do, we send out a refund authorization form.  We apologize if he sent a letter, however it wasnt received by the ***** that processes refunds.As requested, the deposit refund has been processed and has been forwarded to accounting to expedite the refund. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

  Customer response

  05/11/2024

   
  Complaint: 21660488
  
  I am rejecting this response because: I have not received my check for $100.00 dollars. 
  
  Sincerely,
  
  *****************************

  Business response

  05/22/2024

  Check# ****** was sent *** and shows delivered on 5/17/24.  Customer Service Network Group has considers this matter closed.

  Customer response

  05/22/2024

   
  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.

  I have received the check

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It's impossible to get in touch with this company. I'm on hold for long wait times and no one is answering the phone. Also, they get your money first, and then, you still cannot schedule travel. You have a very short window to call them and when you call them during that small window of time, no one answers the phone. I was given someone's personal phone number to call when I complained before. That way, he would personally help me to schedule my travel. I have since called twice and he didn't answer the phone.

  Business response

  04/30/2024

  We are contacting you regarding the above referenced file.  After multiple attempts to reach this guest, we spoke with her and made a few travel offers. She stated she will call back and was given a direct phone number. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company promised for $100 I can reserve a 5 night stay at a resort in ****************** for me and my family. After paying I was NEVER able to set a date and no one reached has called me to this day.

  Business response

  04/25/2024

  We are contacting you regarding the above referenced file. Gocrv is a fulfillment company obligated to fulfill based on the written terms.  This offer does not include ****************** as an option.  As per the terms,emails were sent that directed the guest back to gocrv.com and provided the reservation phone number.  The guest was contacted and an extension was provided.  He will request dates and call us back. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March 2024 I paid $150 fee for the save the date deposit. I then filled out the request form and now its been one and a half months later and Ive been on hold for over 30 minutes with no one coming to the phone and no offer to call me back. I am wanting to officially make our reservation for our cruise. I have no way to talk to anyone and I would like them to contact me.

  Business response

  04/25/2024

  We are contacting you regarding the above referenced file.  We are experiencing a high call volume and for the customers experience, we offer a call back option prior to 3pm EST.  This guest was contacted, made some offers and will call back.  We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/23/24, I tried to use a flight voucher for gocrv.com. It required a $202.99 deposit to be refunded after the flight was completed, and provided up to $1050 off of plane tickets. The booking website displayed approximately 15 flight options to get to my destination and another 40 for a return flight, all on my desired flight dates. After selecting my preferred option, I entered the rest of the needed information, including billing information for the cost above what the voucher covered, but the website gives the error "Booking attempt failed due to a change in fare," or "Internal vendor error." It gave this error when I tried other potential flight options as well.I tried calling customer service. They said the system they book from is completely different from the one used by the website. They only had a single flight option available, and neither the departure or arrival dates were the ones I'm trying to book. I asked if they could connect me to someone who could assist with the website, but the customer service representative wasn't aware of any number to contact. I was transferred to the 'solutions' department. After explaining the issue, they suggested that the flights I was trying to book were no longer available. I confirmed that the website is still showing them as available. They put me on a hold as they checked into the issue, but instead hung up on me. I understand if the desired flights are simply unavailable, but they clearly are available. I would like to book one of them, or to be recompensed the voucher amount ($1050) and the deposit ($202.99) so that I can book my own flight through another source.

  Business response

  04/25/2024

  We are contacting you regarding the above referenced file. We find this complaint to be unfair.  We apologize for any IT issues with the booking site,however this guest called into reservations and his travel was confirmed. Making the agent aware so that the booking site could be reviewed, would have been sufficient.  We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

  Customer response

  04/26/2024

   
  Better Business Bureau:
  
  Hello,

  
  

  I was ultimately able to book a flight for the days I needed, so I consider my complaint resolved. However, I feel that my complaint was fair. I did call into reservations, but making the agent aware was not sufficient. I had to talk to three different people before anyone was able to offer any solutions. The complaint was made after I was told twice it couldn't be resolved, and befoee I was able to ultimately book the flights. Each flight agent had a different inventory from each other, and their inventories also didn't match the website. When the agents tried the website, it likewise didn't work for them. The only reason I was able to find a resolution was because I spent several hours being told the problem couldn't be fixed and asking to be transferred to someone who could book the needed flights. 

  
  

  I don't blame the business for having technical difficulties, I blame it for having no support for the technical difficulties. In the end, the website never worked, and the flights I booked were not the ones the site said were available and which I had wanted. This ended up costing me 35% more out of pocket, and are at less desirable times, albeit ones that do work with my trip needs. The system is clumsy, inconsistent, and not particularly user friendly.

  
  

  All that said, I do wish to express appreciation for the last agent I talked to who did ultimately book my flights. They were extremely helpful.

  
  

  Thanks,

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not been able to speak with someone at gocrv and I have been trying for months and at different times of the day. I never get to speak to a person. I keep getting the we will call you back message and they NEVER return my call. I am looking to make travel plans with the deposit that was easy to hand over.

  Business response

  04/20/2024

  We are contacting you regarding the above referenced file. Our records show that this guest called us the same day she wrote this complaint, used the offered call back option and was called back the same day and a travel offer made. We take pride in our business and efforts in satisfying our customers travel needs.  Customer Service Network Group has closed this file.

*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. ↩