Complaints

This profile includes complaints for Entertainment Benefits Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Entertainment Benefits Group LLC

  8517 Southpark Cir Ste 300 Orlando, FL 32819-9033

  
• 

  Entertainment Benefits Group LLC

  257 West 137th Street, Apt W New York, NY 10030

• 

  NewYork.com

  589 8th Avenue 14th Floor New York, NY 10018

• 

  Beneplace, LLC

  11940 Jollyville Rd Austin, TX 78759

• 

  Undercover Tourist

  265 Clyde Morris Blvd Ste 200 Ormond Beach, FL 32174-8137

  

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:07/11/2025

  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 called to book a hotel in *****, ******* on July 7th, 2025. I asked the representative about the reviews of the hotel by other people and he told me that the hotel had great reviews. I took his word for it and booked the hotel, minutes later I checked another website and realized that the hotel had horrible reviews by almost anyone that had strayed there. I called working advantage immediately to cancel and I was told that is non refundable. I wasnt told that over the phone until I got my confirmation email and I saw that it said non refundable. I called the hotel directly and the representative told me that I I should be issued a refund because my stay is three weeks away. I trusted the representative I spoke with about the reviews, but it was a big lie.

  Customer Answer

  Date: 07/13/2025

  This is my order ID for the transaction.

  Customer Answer

  Date: 07/13/2025

  This is my order ID for the transaction.

  

  Business Response

  Date: 07/20/2025

  As a 3rd party this booking is considered a final sale. It was advised at the time of booking, and the hotel is a non-refundable one. We still reached out to the supplier to see if the hotel will approve a refund, but that request was denied. If the guest can get an approval, they are more than welcome to reach back out to us with a name, and we can try again but this request is not a guarantee.

• Initial Complaint

  Date:07/09/2025

  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.

  On July 4, 2025, I booked a one-night hotel stay through Working Advantage for the Superlodge Atlantic City Absecon (Confirmation #********) to help a family member in need. Upon arrival, the reservation was denied by hotel management due to a policy that guests may not stay for 14 consecutive days. This restriction was never disclosed prior and the reservation was only for one night.I immediately contacted Working Advantage the same day to cancel or transfer the room. I was told the request would be reviewed. However, I later received an email stating that the hotel decided to stick to their terms and conditions despite the fact that they refused the stay and failed to provide the service paid for.The hotel confirmed to the guest, *****, that they were waiting for Working Advantage to complete the cancellation on their end before a refund could be issued. Instead of doing so, Working Advantage closed the case with no accountability or ************* a long-time customer through my employer, I feel dismissed and misled. This situation has cost me $263.18 through no fault of my own. I am requesting a full refund or at minimum a credit toward future travel. I also request a review of Working Advantages handling of urgent travel issues when the customer clearly did not break any terms.

  

  Business Response

  Date: 07/09/2025

  We apologize for the situation that occurred regarding the guest's reservation. After a thorough review of the matter and multiple refund requests submitted to the hotel, we were ultimately denied a refund. The guest reached out to seek a refund due to a change in their plans, and we promptly submitted a refund request to the hotel; however, this request was later denied in accordance with the Terms and Conditions of Sale. Furthermore, we have not received any notifications from the hotel indicating any issues that may have prevented the guest from checking in, nor have we encountered any information regarding a 14-day policy for consecutive stays.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23576330
  
  I am rejecting this response because:I am rejecting the businesss response because it is factually incorrect.

  
  

  The guest, *****, did not cancel due to a change of plans. He attempted to check in on July 4, 2025, and was denied entry by the hotel manager due to a policy requiring a 14-day consecutive stay.

  
  

  This was a one-night reservation, and neither the guest nor I were informed of this rule at the time of booking. The hotel manager informed ***** and later confirmed in a phone call with myself and another witness, *******, that they were waiting on Working Advantage to call them to approve the cancellation and refund.

  
  

  No one canceled the reservation was never honored, and ***** was denied check-in. Working Advantage was notified and failed to resolve this.

  
  

  I am requesting a full refund or, at minimum, a store credit. I will also be submitting additional supporting information to Chime and federal agencies if needed.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 07/09/2025

  RE: Complaint #********

  
  

  Hello BBB,

  
  

  I am responding to the businesss message that falsely claimed the guest changed their plans and that no notification of issues was received from the hotel. This is incorrect.

  
  

  The guest, *****, was actively denied check-in by the hotel manager *** *. on July 4, 2025, at approximately 7:15 PM via phone call. At that moment, the hotel informed him of a 14-day consecutive stay policy, and refused to allow him to check in.

  
  

  This was the first and only time ***** was informed of such a policy. There were no postings in the hotel or during prior stays indicating this rule. ***** was fully prepared to check in and had not changed his plans at all.

  
  

  The hotels refusal was unexpected, undocumented, and unjustified and the booking agencys claim that a refund was denied due to a change of plans is a clear misrepresentation of events.

  
  

  I respectfully request this case remain open, and I ask that Working Advantage and the hotel provide a real-time explanation for why ***** was denied his prepaid reservation.

  
  

  Thank you,

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

  Customer Answer

  Date: 07/14/2025

   Follow-Up on Complaint Working Advantage / Superlodge Atlantic City Booking (Case #********)

  Dear BBB Representative,
  
  
  I am writing to follow up regarding my ongoing complaint against Working Advantage concerning my canceled hotel booking at Superlodge Atlantic City Absecon (Booking ID: ********, for July 45, 2025).
  
  
  Despite my previous communicationand their earlier denial of my refund request and closure of the claimWorking Advantage recently reached out with an unusual request. They now state that I must personally obtain an approval letter from the hotel, identifying a specific staff member and their role, confirming that the cancellation will not result in penalty fees.
  
  
  I find this inappropriate and highly unprofessional. As a third-party travel platform, Working Advantage is the vendor, and it is their responsibilitynot mine as the consumerto communicate with the hotel and facilitate such confirmation. I had previously informed them of the nature of the cancellation and requested assistance accordingly.
  
  
  This shift in responsibility feels like deflection and is delaying the resolution unnecessarily. I am respectfully requesting the BBB to support and step in to help ensure:
  
  
  Working Advantage directly contacts the hotel to verify the waiver
  
  
  My refund is issued in a timely manner
  
  
  The case is resolved without further burden or runaround placed on me
  
  
  
  
  Thank you for your time and advocacy.
  
  

  

  Business Response

  Date: 07/19/2025

  We sincerely apologize for the situation that has occurred. Unfortunately, we have been denied our request for a refund directly from the hotel due to the reservation being available for check-in. On July 4, 2025, we received a call from the guest indicating their desire to cancel the reservation due to a change in plans. Several requests were made to the hotel for the cancellation; however, we were denied on each occasion due to the reservation being classified as a final sale, as stipulated in our terms and conditions.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23576330
  
  I am rejecting this response because: Complaint ID ******** Rebuttal to Entertainment Benefits Groups Response

  Good afternoon,
  
  I, ******* ******, am writing to formally reject the response issued by Entertainment Benefits Group (Working Advantage) regarding my BBB complaint. Their claim that I canceled my reservation due to a change of plans is completely false and misleading.
  
  
  Let me be very clear:
  
  
  On July 4th, the reservation was denied at the hotel, not canceled by me. The hotel manager, *** *., told ***** (the guest on the reservation) that he could not check in due to their 14 consecutive day policy, which he was not made aware of until arriving. He was refused entry, meaning the service was not rendered, and I was not offered an alternative solution not even by Working Advantage.
  
  
  That same day, I called Working Advantage and spoke to an agent, on speakerphone, ******** ****** and I were all on the call together as witnesses. I explained the situation in full and asked for a refund or at least a store credit, since Ive used Working Advantage for over two years and was being reasonable despite being denied service.
  
  
  I was never told a refund was impossible. Instead, I was told theyd reach out to the hotel, but nothing was resolved.
  
  
  Let me make this very clear again:
  
  
  I did not cancel this reservation.
  
  
  I did not have a change of plans.
  
  
  I was fully aware this was a non-refundable, final sale room.
  
  
  I only called because the hotel denied the reservation, and ***** was not allowed to check in.
  
  
  
  
  Why would I risk losing almost $300 for a change of plans? That claim is insulting.
  If I canceled, wheres the proof?  What there is proof of is my call made to Working advantage of this matter on July 4th [company records calls].
  
  
  I even offered a store credit, which they refused. Despite this ongoing issue, *** remained loyal and continued to book rooms through Working Advantage and this is how Ive been treated.
  
  
  Im extremely disappointed in the dishonesty and how a Fortune 500 company is handling a loyal customers case. If this matter isnt resolved, Im prepared to pursue legal options, and ******** ****** and I are ready to testify in small claims court if needed. Ive documented all communications and am willing to take this further.
  
  
  I respectfully request the BBB keep this case open and investigate further. I am seeking a full refund or, at the very least, a store credit which is fair, given the circumstances.
  
  
  Sincerely,
  ******* ******
  

  

  Business Response

  Date: 07/22/2025

  The guest reached out to us and wanted to cancel. As a 3rd party this booking comes from our hotel supplier. As advised in the terms of sale that the guest agreed on this booking is a final one and she bought a non-refundable. We reached out and advised her the request is not a guarantee. The hotel denied the refund and the supplier advised us. If the hotel manager is okay with a refund please email us something in writing and we will reach out. However, the request to the hotel supplier is still not a guarantee. 

  Customer Answer

  Date: 07/23/2025

  Dear ***** ********,
  
  
  Thank you for your follow-up.
  
  
  I would like to formally request that Complaint ID #******** regarding Entertainment Benefits Group LLC be reopened. I did not receive a resolution that addresses the core of my concerns, and I would like the opportunity to provide an additional response to the businesss last communication.
  
  
  Please send me the necessary link or instructions to proceed with submitting my rebuttal.
  
  
  Sincerely,  
  ******* ******

• Initial Complaint

  Date:07/08/2025

  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.

  Dear BBB,I am filing a complaint against ************* Travel and their booking partner EBG regarding a non-refundable hotel reservation that included a tax calculation error.I booked the reservation through **** Club Travel and noticed that the tax charged was significantly higher than expected. To validate this, I made the same reservation again the next day, and the tax amount was correct. I immediately reached out to **** Club Travel to explain the error and requested a cancellation and refund based on the discrepancy.Despite multiple attempts, **** Club Travel kept responding that their partner had denied the refund because the booking was non-refundable. When I asked to speak directly with their partner, I was told that was not possible. From the communications and booking trail, it appears that all reservations are managed by EBG (Entertainment Benefits Group).I have exchanged several emails clearly outlining the issue and even requested that they consider a one-time courtesy cancellation, given that the error originated in their systemnot from any change in my travel plans. No one has acknowledged or understood the real ******** a further effort to resolve the matter, I contacted the hotel directly. They confirmed they would be willing to cancel the reservation if the third-party partner (EBG) contacted them directly. However, despite this, I continue to be redirected between parties with no resolutionleaving me in an endless loop without support.I am simply asking for a fair resolution to a situation that was caused by a system error, not by my own actions. Im requesting a full refund for the affected reservation.Thank you for your time and ****************** details - Hotel reservation # ********* received on 6/15. **** Order # ********

  

  Business Response

  Date: 07/09/2025

  We apologize for the difficulties that the guest has experienced during their stay. Upon investigation, and finding no known tax issues, we have nonetheless proceeded to issue a refund for the total amount of taxes paid on the order as originally requested. However, regrettably, the reservation cannot be refunded, as it is strictly non-refundable in accordance with the Terms and Conditions of Sale that were accepted at the time of checkout.
  
  
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23573776
  
  I am rejecting this response.

  While I appreciate the refund, your reply does not fully address the issue or provide all relevant details.
  Booking #********* (booking received on 6/15) charged $150.12 in taxes for two rooms for one night.
  Booking #********* (booking received on 6/19)  for the same hotel, room type, and date charged only $50.00 in taxes.
  This clearly indicates a system error during the original booking that led to an inflated tax charge.
  Additionally, the booking screen at checkout does not display an itemized tax breakdown. The tax amount only appears in the confirmation email after the transaction is completed. This prevents customers from validating the full charges before agreeing to the Terms and Conditions.
  When the total booking amount is incorrect due to a system issue, the transaction should be considered null and void  meaning it lacks legal validity because the agreement was made based on inaccurate or incomplete pricing information. A contract or agreement made under such circumstances is not enforceable, particularly when the error originates from the business's own system.
  This is not a change-of-mind request. I made a second booking (Order #*********) once I noticed the discrepancy clearly showing my intent to stay at the hotel, just not under a flawed transaction.
  This is a reasonable, one-time courtesy request to cancel the original booking due to a system-generated pricing error.
  

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

  Customer Answer

  Date: 07/10/2025

  Thank you for your response.
  
  
  To clarify, Booking #********* is the hotels internal booking number, which was provided to me directly by the hotel staff when I called them. This number does not appear in any communication I received from **** Club Travel.
  
  
  The document initially attachedSamsClubTravel..HIGHERtax PDFis the confirmation email I received from **** Travel. It includes the itemized details of the reservation, including the total charges and tax breakdown.
  
  
  Please let me know specifically if there is anything else I need to provide beyond this PDF, as this is the only documentation I received from **** Travel regarding the booking.
  
  

  Customer Answer

  Date: 07/10/2025

  Thank you for the response, but several statements made by the business are factually incorrect:
  
  
  Difficulties experienced during their stay I have not stayed at the hotel yet, so this statement is inaccurate and misleading.
  No known tax issues The tax discrepancy is clearly documented. The confirmation shows $150 in taxes on a $407 booking, which equates to nearly 45% in taxesan unusually high rate.
  Despite this, the business has not provided any explanation or justification as to why this tax amount is valid or how it was calculated. The response fails to address or refute the evidence provided.
  
  
  
  
  This is not a routine cancellation request. I am challenging a system-generated error that resulted in an inflated and inaccurate charge, making the transaction terms null and void due to incorrect financial information at checkout.
  
  
  I respectfully request that the booking be canceled without penalty or that the error be corrected.
  
  

• Initial Complaint

  Date:07/08/2025

  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 used Working Advantage to make a rental car reservation with Thrifty Rental. Upon arriving at the airport to pick up the car, I was advised by Thrifty that they do not except indigo credit cards ( the card used to make the deposit) and they could not release a rental car to me, leaving me stranded at ***************. Thrifty who is owned by ***** further advised that since I went through a 3rd party to book, I had to contact the 3rd party for a refund. I contacted working advantage to let them know what occurred and that I needed to be refunded. Working Advantage told me that they could not give me a refund until the money was released from *******. Since April I have several emails from Working Advantage telling me that they are still working on my issue, however I have not received any resolution. Today July 8, 2025 I took it upon myself to contact ***** customer service on my own. I was advised by ***** that once my reservation was canceled in April, the money was released. I shared this information with Working Advantage, who is telling me that their Partner is still working to try and get me a refund. They are refusing to tell me who their partner is, and I am currently out of $202.08. They have not been in contact with ***** and want me to share the names of customer service representatives that I have spoken with at *****; which I refused because I am not employed by Working Advantage and should not have to do their work for ******* goal is to resolve this issue and receive a refund from Working Advantage, because I paid for a service that was not provided to me.

  

  Business Response

  Date: 07/09/2025

  We apologize for the difficulties the guest has encountered with the rental car reservation and have thoroughly reviewed this case. Upon investigation, we were able to confirm the cancellation of the reservation with the rental car company directly and have since processed and expedited a full refund to the guest on July 8, 2025.

• Initial Complaint

  Date:07/05/2025

  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 was double charged for a hotel stay. I have requested a refund several times and each time Im told to wait 72 hours. I have now been waiting 14 days since my first request!

  

  Business Response

  Date: 07/09/2025

  We sincerely apologize for the issues the guest has encountered regarding this matter and have thoroughly reviewed the case. Upon investigation, we made several attempts to communicate with the hotel to ascertain the reason the guest had to pay out of pocket. Unfortunately, we were unable to secure approval for a refund from the hotel. We examined the order internally, and there were no known issues that would have prevented the guest from checking in for this reservation.

• Initial Complaint

  Date:07/01/2025

  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.

  Beneplace is a third-party website used by companies to house employee discounts. I purchased two concert tickets via Beneplace, was charged for them, was told the tickets were coming in another email & the tickets never came. After reaching out before & after the concert date, Beneplace refused to refund me the money, instead used vague language to say "our partner/vendor said they sent you the tickets." ************ emails, they keep shrugging, basically saying it's not their problem. Whatever marginal discount I may have gotten by ordering concert tickets through Beneplace was not worth the extreme *************** of time asking for a refund for a concert I never got to go to.

  

  Business Response

  Date: 07/02/2025

  We apologize but these tickets the customer bought are preferred access ******************** to which they come from our brokers. Once they are bought the tickets are considered final and once the tickets are sent out the seller has done their job in the ticket distribution to the guest. We reached out for a refund to which is was denied as the seller sent the tickets on time. Please see the proof of transfer on this matter. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23543515
  
  I am rejecting this response because:

  Please see attached screenshot. You said that on 15 April 2025, the tickets were transferred. In my screenshot, you'll see the only email I have from you or Ticketmaster on that date. The notice I was given in the email says the tickets will be delivered two days before the concert & that I'll get a separate email when they're transferred. I never received any further communication from Beneplace, the "third party vendor," Ticketmaster, or anyone else. 
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 07/07/2025

  Even though the seller sent us proof the tickets were sent on time before the "in hand" date which is the email the guest is showing we went ahead and took a loss on our end and refunded the guest the ******. He will see the refund in 1 to 3 business days as our manager online decided to just refund him due to customer loyalty. However, the proof of transfer shows the seller sent them earlier than the in-hand date. 

  Customer Answer

  Date: 07/09/2025

   
  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.
  
  The $272 was refunded to the credit card today. Im thankful that this was resolved with the help of the BBB. I hope this event inspires Beneplace to better monitor the actions of their third party vendors so others dont need to resort to BBB to resolve claims. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:06/30/2025

  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.

  I purchased a hotel room for a ************* vacation on $1194.19. This purchase was made for a specific room. When we arrived, we did not receive the same room. The room given to us was also dirty, the bed was broken, there were stains on the walls and there were stains or fluids on the bedding. Amenities were also completely closed (the pool) upon arriving. With these issues, me and my group wanted to see if we could get transferred to another hotel within the DoubleTree/****** brand as the room was not the room we asked for nor was it up to any kind of cleaning standard. When speaking to the service line of Working Advantage, I was told they could not address anything about this as it falls under the hotels jurisdiction. They could process a cancellation but we would need to check out. I spoke to the hotel and the hotel refused to take responsibility of these issues stating this is what happens when you purchase rooms from a third party vendor. They told us they could only refund some of the stay but we would have to check out. For the rest of our vacation up to now, I have had numerous phone calls with Working Advantage to process a refund and continue to get told We are waiting for our third party vendor to confirm your refund. This will be done in around 72 hours but there is no guarantee they will even approve this refund. Our vacation has no ended and I called to get an update on the status of our refund since i have not received any communication from their team. Their customer service seems to be a stall tactic with hours (7+) spent on their call line. Halfway through our vacation we had to check out to allow the request for a refund to process. I ended up checking in to another hotel at my own expense of $847.03. This means we are now out of money totaling $2041.22. Our vacation is over, and at this point based on our experience of being dismissed and seemly pushed to the side, we deserve a full refund.can provide recipes and pictures of the room

  Customer Answer

  Date: 06/30/2025

  These are pictures of the room. We were under the impression that we were booking. This is not by any means what we received upon arriving.

  I also got off the phone with a representative earlier today in a one hour and 10 minute phone call in which the business told us even though we would receive a response within 72 hours which would have been yesterday, June 29, they do not have an answer for us as of this moment. We will have to wait another 72 hours, but there is no guarantee that it will be resolved even around that time. At this point it does seem to me like their goal is to drag this out until we let it go and we lose our money. This is one phone call that is an example of the many other ones that I have tried to get a hold of them in which they push responsibility onto someone else like their third-party vendor, and refuse to take personal accountability and assist the customer us.

  Customer Answer

  Date: 06/30/2025

  These are pictures of the room. We were under the impression that we were booking. This is not by any means what we received upon arriving.

  I also got off the phone with a representative earlier today in a one hour and 10 minute phone call in which the business told us even though we would receive a response within 72 hours which would have been yesterday, June 29, they do not have an answer for us as of this moment. We will have to wait another 72 hours, but there is no guarantee that it will be resolved even around that time. At this point it does seem to me like their goal is to drag this out until we let it go and we lose our money. This is one phone call that is an example of the many other ones that I have tried to get a hold of them in which they push responsibility onto someone else like their third-party vendor, and refuse to take personal accountability and assist the customer, us.

  

  Business Response

  Date: 07/01/2025

  We apologize the guest had issues with the room. As advised in the terms of sale the booking is a final one. We reached out to the manager of the hotel named William and he approved a 3 day refund. The guest will see the 3 day refund in 1 to 3 business days. William wrote us stating this as well:

  Hello,

  I have spoken with the guest and not, point did the guest mention the room being dirty. Apparently, the guest friends/family members were expecting a pool in our hotel advertised by their third-party website a larger room and an easy access to NYC.  The room they were assigned was a brand-new renovated room, hence there are no broken beds nor dirt. 
  
  
  In order to assist I had agreed to refund the last three nights of their stay. 
  
  William Tarquino
  Operations Manager
  
  

  Customer Answer

  Date: 07/01/2025

  Can we please reach out to Working Advantage to receive the recordings of our calls and Hilton customer care line? As we know they are recorded for quality assurance.  The room being dirty was spoken about and we voiced the issues listed multiple times to both the assistant manager Jose and to the recorded lines to working advantage. Jose told us, this is what happens when you book with a third party vendor. William explained the refund would be processed on day three however working advantage has advised us that they are waiting on approval before giving us this refund. The original room was not fine. After complaining about the dirty room and waiting in the lobby for a solution, the manager offered to move us to a different room for the night (around 8pm est after being on the phone from 4-7pm) until working advantage re-housed us to another hotel. This never happened, so we stayed at the hotel for the proceeding night. Pictures attached do not match what the third party vendor sold us. Hilton obviously did not want to take accountability for the room so they threw us to working advantage the third party vendor. 

  Customer Answer

  Date: 07/01/2025

  Furthermore, the fact that the hotel seems to diminished our complaints by saying either they didn't happen or "Apparently, the guest friends/family members were expecting a pool in our hotel advertised by their third-party website a larger room and an easy access to NYC" displays the sarcastic, non-helpful customer service attitude that we experienced. Which is the purpose of this entire complaint. There google reviews (that i missed when research out vacation, my fault) that paint a pattern of this nonchalant attitude towards complaints that we ourselves experienced. 

  Zab Ross (a week ago) "When I raised this serious breach with the manager, their response was infuriatingly cavalier—utterly unfazed, as if credit card theft under their watch was just another Tuesday. No apology, no urgency, no accountability. This isn’t just poor customer service; it’s a blatant failure to prioritize guest safety and privacy."

  Candice Brennan (Two months ago) "What should have been a simple resolution turned into days of wasted time and frustration. The lack of accountability from both front desk staff and management is unacceptable, especially for a hotel chain under the Hilton name. If you stay here, triple-check your room—and don’t expect help if anything is left behind."

  This is in direct contrast to the hotel that we checked into after leaving Hilton. Marriott asked about our visit, asked how they could help our visit get better, put us in a room immediately about an hour before their check in time, offered water since it was a hot day, and followed up with us the same day when we returned to the hotel. The Marriot hotel room had none of the things wrong. I will attach an email correspondence with Working Advantage on the check in day after spending hours on the phone with them and hilton detailing our experience and a want to just be rehoused. I utilized Hilton call and written chat feature on their website. I did not think i would need this to back up our story since i was under the impression that Hiltons customer service would rectify this situation. 

  It seems the hotel does not want to take accountability for the things advertised by working advantage, which i can understand. But dismissing the status of our original room which Working advantage does not have control over, dismissing the experience of the customer service (well that is what happens when you book through a third party vendor, so nothing we can do for you) and sending us to them to figure it out is part of the issue we are raising here. 

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23538467
  
  
  
  I am rejecting this response because:Date Sent: 7/1/2025 9:38:19 PM
  

  Furthermore, the fact that the hotel seems to diminished our complaints by saying either they didn't happen or "Apparently, the guest friends/family members were expecting a pool in our hotel advertised by their third-party website a larger room and an easy access to NYC" displays the sarcastic, non-helpful customer service attitude that we experienced. Which is the purpose of this entire complaint. There google reviews (that i missed when research out vacation, my fault) that paint a pattern of this nonchalant attitude towards complaints that we ourselves experienced. 

  Zab Ross (a week ago) "When I raised this serious breach with the manager, their response was infuriatingly cavalier—utterly unfazed, as if credit card theft under their watch was just another Tuesday. No apology, no urgency, no accountability. This isn’t just poor customer service; it’s a blatant failure to prioritize guest safety and privacy."

  Candice Brennan (Two months ago) "What should have been a simple resolution turned into days of wasted time and frustration. The lack of accountability from both front desk staff and management is unacceptable, especially for a hotel chain under the Hilton name. If you stay here, triple-check your room—and don’t expect help if anything is left behind."

  This is in direct contrast to the hotel that we checked into after leaving Hilton. Marriott asked about our visit, asked how they could help our visit get better, put us in a room immediately about an hour before their check in time, offered water since it was a hot day, and followed up with us the same day when we returned to the hotel. The Marriot hotel room had none of the things wrong. I will attach an email correspondence with Working Advantage on the check in day after spending hours on the phone with them and hilton detailing our experience and a want to just be rehoused. I utilized Hilton call and written chat feature on their website. I did not think i would need this to back up our story since i was under the impression that Hiltons customer service would rectify this situation. 

  It seems the hotel does not want to take accountability for the things advertised by working advantage, which i can understand. But dismissing the status of our original room which Working advantage does not have control over, dismissing the experience of the customer service (well that is what happens when you book through a third party vendor, so nothing we can do for you) and sending us to them to figure it out is part of the issue we are raising he

  
  
  
  
  Sincerely,
  
  
  
  Jesse Perez

  

  Business Response

  Date: 07/02/2025

  As a 3rd party this booking comes from a hotel supplier. Once bought it is considered a final sale. We apologize but we even reached out to their corporate office and was referred to speak to a manager which is something we do not really do but a manager decided to take it further since the initial refund was denied. We highly recommend if these issues occurred at the hotel that the guest's reaches out to the hotel's corporate office and explain what happened. If they can get an approval for additional compensation we can gladly reach out. However, we have exhausted all avenues to which we turned a denial of refund from the hotel to a 3-day refund by a manager. Please reach out by emailing their corporate office and send them pictures of the issue as well to see what they can determine. If you get a different answer, please reach out to us which is still not a guarantee, but we can try again.

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23538467, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jesse Perez

• Initial Complaint

  Date:06/29/2025

  Type:Delivery 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.

  Im submitting a formal complaint regarding two failed ticket purchases through PlumBenefits.com for the ****************** at ********* ****** game at ********** on June 21, 2025, at 4:15 PM. The experience led to two unsuccessful transactions, hours of wasted time, and ultimately forced me to buy tickets a third time through another vendor to attend the game.Order #******** ($116) was placed around 3:00 PM. After no tickets arrived, I called Plum Benefits and was on hold for 40 minutes with no response. I then received an email saying the order was canceled and refunded.I placed Order #******** ($108) immediately afterward. I received instructions to access the tickets via the *** Ballpark app. I followed them exactlydownloaded the app, created/logged in to my *** accountbut no tickets were visible under the Tickets tab, and the Wallet option mentioned did not exist. I submitted screenshots as ******** fianc and I both called Plum Benefits from separate phoneseach on hold over 30 minutes. While waiting and checking emails, I posted a ****** review noting we had received no tickets from two separate orders. As the game neared the end of the 2nd inning, my fianc suggested trying another vendor. I bought tickets from Vivid Seats, which were delivered instantly and worked perfectly.Despite providing evidence that the second order was never fulfilled, Plum Benefits denied my refund request.Requested Resolution: I am requesting a full refund of $108 for Order #********, which was never accessible. Plum Benefits failed to deliver the product, did not provide effective support, and left us outside the stadium until we paid again through a competitor.

  

  Business Response

  Date: 06/30/2025

  We apologize but as a 3rd party the set of tickets that were sent to the customer were sent on time by the seller. We reached out and the seller advised us of this and sent the *** timestamp of when the tickets were sent. This is what they have stated:

  This order was fulfilled via *** Integrated Barcodes. Please see the attached *** logs for your reference.
   
  ***********************************

   

  We are attaching the proof of transfer as well. What we can do as a company for the guest is provide her a credit voucher for $100.00 to use on our website for something else besides gift cards. If she wants that we can take the loss per our manager looking into this and offer her this. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23534623
  
  I am rejecting this response because: The timestamp of those tickets is showing 22:55 military time, which equals 10:55 PM but the game started at 4:15 that day. So if those tickets are now sitting on that app, that is irrelevant. I had to purchase extra tickets that day because we were literally missing the game. Had we received even the second set of tickets on time we would have made it inside to watch the first inning. I never want to use your site again. I have used your services in the past but this situation has proven to me twice over that Plum cannot produce same day tickets within a short period of time. Vivid Seats sent our tickets right away after this mess. Three clicks and the tickets were on my cell to scan at the entry gate to watch the third inning. I would like a refund because that is the right thing to do when you don't produce the product that was paid for. 

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

  

  Business Response

  Date: 07/01/2025

  Please see the message from the broker as the tickets were transferred to the guest immediately on purchase. We apologize she did not see or locate them, so we are taking the loss and giving her a 100-credit voucher as a goodwill gesture. If she wants it, we will email it to her if not we will have to stick to the terms of the sale to which the purchase is a final one and the seller did indeed transfer the tickets on time to the guest:

   

  We can confirm that the order was placed at 6:55 EST (3:55PST), tickets were also sent at 6:55 EST (3:55 PST). Sorry for the confusion our logs show in UTC please see below the attached translation from UTC time to EST.
   
  Thanks, 
  
  

   

  Customer Answer

  Date: 07/02/2025

  BBB, their response says one time but that is not accurate to the timestamp time. They said it UTC means EST  it their timestamp shows military time. 22:00 hours is 10 PM at night. They are blatantly lying. So what rights do I have? See screenshot compared to their response. 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23534623
  
  I am rejecting this response because:Date Sent: 7/2/2025 7:33:42 PM
  BBB, their response says one time but that is not accurate to the timestamp time. They said it UTC means EST  it their timestamp shows military time. 22:00 hours is 10 PM at night. They are blatantly lying. So what rights do I have? See screenshot compared to their response. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 07/07/2025

  The time explanation and ss came from out trusted broker. However, a manager decided we will take the loss and refund her the ******. She will see the refund in 1 to 3 business days.

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  ******* *********

  Customer Answer

  Date: 07/22/2025

  BBB, 

  The last communication on this complaint chain stated they would provide me a full refund in 1-3 business days. It has been longer than that and I still see no action. Can proof be sent showing that they have follow through with their decision, please?

  Thank you

  Janesssa *********

  Customer Answer

  Date: 07/22/2025

  Date Sent: 7/22/2025 9:32:06 AM
  

  BBB, 

  The last communication on this complaint chain stated they would provide me a full refund in 1-3 business days. It has been longer than that and I still see no action. Can proof be sent showing that they have follow through with their decision, please?

  Thank you

  Janesssa *********

  

  Business Response

  Date: 07/22/2025

  A manager made sure the order was refunded. We took the loss. She would need to call her bank and see. If she calls our company an agent will advise she has already been refunded on 7.7.25:

  A Payment Credit was Queued For Later Processing - BRAINTREE_CREDITCARD $108.00($108) rsr  07/07/2025 12:51:56pm
  QUEUED Credit Payment Set For Immediate Processing (********) rkar  07/07/2025 12:52:04pm
  Payment Credited (********): REASON CODE: refund_rebook JUSTIFICATION: refund BBB courtesy REFUND RECOUPED FUNDS: NO rkar  07/07/2025 12:55:06pm

• Initial Complaint

  Date:06/24/2025

  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.

  Refund has not been made after over 4 months of date canceled flight I had to cancel my flight to one of countries in ****. I asked to cancel the booking on mid of Feb 2025 and provided my bank information for them to mail a check. After deducting $120 of cancelation fee, they are still not sending me the check. It's been over 4 months. They said it would get to my door after 10-week, so I waited for it patiently. after 12 weeks passed, I emailed them to ask - no response. I called and talk to them after waiting over 45 minutes, and they told me to wait for few more weeks. But how LONG????????????????? They said that Korean air (original flight carrier) did not approve the refund. I was so skeptical of their statement. So, I asked for any proof of the request of the cancellation sent to Korean air, but no proof given. I directly called Korean air with the confirmation number, then Korean air said they did not even ask for refund at all. This company never keep their words at all. I can't trust them at all.

  

  Business Response

  Date: 06/25/2025

  As a 3rd party this actual booking comes from Trip Planet. Our team sent this over to their managers for a lead to look into this matter and reach out to the guest on this issue.

• Initial Complaint

  Date:06/24/2025

  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.

  I booked a hotel for an event that was going to happen in ******, Wi. The event ended up being canceled 3 weeks before it was scheduled. I canceled the booking directly with the hotel employees and expected my card to be refunded. I went into my credit card account and still saw that I was not refunded. I called customer service and have been waiting on a resolution for about a week now. I even tried to send in my cancellation form from the hotel but every email Im told to send it to comes back as undelivered. All I need is my account to be refunded.

  

  Business Response

  Date: 06/24/2025

  We apologize but the guest was supposed to call us and cancel. We ended up reaching out to the hotel and the refund by the manager was approved. She will see the refund in 1 to 3 business days. 

  Customer Answer

  Date: 06/24/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23513303, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Elizabeth Avila