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

  
• 

  Beneplace, LLC

  11940 Jollyville Rd Austin, TX 78759

• 

  Entertainment Benefits Group LLC

  5551 Vanguard St Orlando, FL 32819

  
• 

  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

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:02/03/2025

  Type:Order 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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I refuse this answer. I spoke to multiple representatives who never told me anything about contacting somebody else other than my financial institution. 
  

  
  I have had no such contact with Beneplace. I purchased my order through ticket ********, whose website clearly states to contact the provider of insurance for cancellation and refunds. ******* is the name of the company that the insurance is through and Ticketsatwork.com says to contact them for cancellation and refunds. 
  

  I purchased the policy on 11/19/2024 so your records are in fact wrong that I purchased on 12/11/2024, that was the day that I cancelled the policy. 
  
  Regards,
  
  ***** ********
  
  
  
  

  
  

  

  Business Response

  Date: 01/28/2025

  Dear **** ******,

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ******************************************************

  

  Business Response

  Date: 01/31/2025

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ******************************************************

  Customer Answer

  Date: 02/03/2025

  On November 19, 2024, I made a purchase on ticketsatwork.com for a car rental through ****, I also bundled the car rental insurance plan through ******* to cover myself while I had the vehicle. Upon pickup of the rental vehicle, I was charged additional money because the insurance plan did not cover anything that the car rental required to give me the vehicle. I called ******* on December 11, 2024, to cancel the policy since I had to pay out of pocket. I was told that the money would be back on my card shortly and if not, to call back in a few weeks. I placed a call on December 30, 2024, to ******* to track the status of my money and was told I needed to wait until the next billing statement of my institution, which is the 14th of each month. I called today on January 14, 2025, after there were no such credits from ******* from my institution, and was told I needed to wait 30 days. It has been well over ************************************************************************************************************************************ back to the customer service that I had just spoken with, claiming they could not help me. The representative never asked for my policy number or any information. I am demanding an $88.00 reversal immediately.

  

  Business Response

  Date: 02/05/2025

  I understand how frustrating and exhausting this situation must be for you, and I want to acknowledge the stress its caused. I tried reaching you today, but it went to voicemail. The good news is that Ive already processed the refund for the insurance charge, and it will be credited back to your original payment method within 3-5 business days. Ive also documented this on your order and emailed you the process. Your concerns are important to us, and we are committed to making things right. I hope the rest of your day goes smoothly!

  Customer Answer

  Date: 02/05/2025

   
  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,
  
  ***** ********

• Initial Complaint

  Date:01/30/2025

  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 booked a reservation at ************************ 12/13/24-12/15/24. Upon arrival late at night we assigned a room whose AC did not work. Upon requesting a change to another room, I was advised there were no other rooms available. I requested a refund so I can book at another hotel. I later received a call from the manager (*******) who advised he was able to find another room for me. In addition, he advised he would be issuing a refund however, since the reservation was through *******, I would need to contact them about the refund. I contacted ******* and was told I needed to contact Tickets at Work since I initially booked through them. I contacted Tickets at Work and a case was opened for investigation. After almost 2 months I received an email from Tickets at Work informing that the case is closed and my claim was denied. I called Tickets at Work again and was told that they could not get in contact with the Hotel and closed the claim. After much discussion with them, they advised o will need something in writing from ****** confirming they are granting a refund in order to open a new claim. I reached out to ****** and spoke with the manager (*******) who advised that he could not pride anything in writing and further confirmed that a refund was already issued to Expedia .This is completely unfair and I am requesting the refund that was issued to Expedia.Expedia has advised to contact Tickets at Work directly.

  

  Business Response

  Date: 02/06/2025

  Thank you for sharing your experience regarding your recent stay at ************************. I genuinely empathize with the difficulties you encountered with the air conditioning in your room and the frustrating situation surrounding the refund process. After carefully reviewing your case and making several attempts to connect with the hotel, we were unable to obtain the necessary refund approval. However, we would be more than happy to explore additional resolution options. If you can provide any documentation regarding refund approval from the hotel or a direct contact for the manager who has verbally approved a refund, it would greatly assist us in moving forward. Your satisfaction is important to us, and we want to help find a solution.
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22876810
  
  I am rejecting this response because: Your response is pretty much the same as what Ive been getting from you for the past 2 months. As stated in my initial complaint and on my numerous calls with your customer service department, the managers name is *******. You can easily ****** the hotel name and find their phone number **************. I have called them on several occasions and have spoken directly with him. As also previously stated, the hotel cannot provide anything to me confirming the refund as they cannot reveal the price that you and your parters are charged for the room. I have gone as far as offering your customer service department to complete a conference call with the hotel and your customer service department has refused. I am requesting that the refund that is owed is completed as soon as possible. Tickets at Work has all the information they need and have had it for  2 months now.  Its unacceptable that the excuse for not providing a refund is that you cannot reach your partner. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/15/2025

  We have been attempting to contact the hotel manager regarding the refund approval for some time now. Unfortunately, our previous efforts have not yielded any success. We will continue to make several attempts to reach the manager in order to confirm the status of the refund.

• Initial Complaint

  Date:01/24/2025

  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.

  On July 13th, 2024 i made a car reservation for $493.70 through them as a third party. Upon arrival to the car rental company (not this company) they demanded an extra $1200 to complete the reservation. After we explained that we are not paying them triple, the reservation company (the company, not us) cancelled our reservation. We tried calling memberdeals support multiple times, and waited on hold for well over 3 hours each time. When we were finally able to get to a representative, we explained the situation and how the car reservation company cancelled our reservation despite us having all of the necessary funds and documentation. We provided receipts to ***********, and we were told they would review our case and decide if they would refund us. within one minute i got an email auto-denying my valid request (i personally believe they did not even look at what i provided, given how long they made us wait to talk to a person). They said this decision was final and have been fighting tooth and nail to give me my rightfully owed money back. This is extremely disappointing considering this is a service i paid for. Memberdeals makes their profit by recommending shady service providers and keeping customers money via 3+ hour wait times for customer service

  

  Business Response

  Date: 01/27/2025

  We sincerely apologize for the inconvenience this booking has caused and fully understand how frustrating this situation must be for you. Please know that we have already submitted a refund request on your behalf, but unfortunately, the car rental company has declined it due to their strict non-refundable booking policy. We realize how disappointing this is and appreciate your understanding.
  Additionally, we want to remind you that the booking terms, including the non-refundable policy, were outlined in the Terms and Conditions before the reservation was finalized.
  Regarding the insurance excess and deposit, a security deposit is required at the beginning of the rental. This amount will vary depending on the duration of the rental, ranging from 300USD to 3000USD. The deposit will cover the estimated cost of the rental plus any potential damages.

• Initial Complaint

  Date:01/24/2025

  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.

  1/6/25 Not used ticket

  

  Business Response

  Date: 01/27/2025

  Hello ****,
  
  We contacted our partner regarding your ticket refund, and Im happy to inform you that they have approved it. The refund will be processed using the original method of payment within ***** hours.
  I attempted to call you to provide this update but reached your voicemail. I left a voicemail explaining the refund process and addressed any further questions you may have regarding this issue. Your satisfaction is important to us, and we appreciate the opportunity to assist you.

• Initial Complaint

  Date:01/21/2025

  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 or around 12/9/2024 I booked a Hotel with TicketsatWork for the around the amount of $1,117 and got the invoice/conformation #. Then a couple weeks goes by and I found out plans change so I will have to cancel the Hotel Booking? January 8, 2025 I called TickesatWork to cancel my Hotel reservation They TicketsatWork told me I will have to call the Hotel directly and talk with a Supervisor/Manager and get his/her Name with a reason of approval for a full refund. I called the Hotel and trying to talk with a Manager/Supervisor about the canceling they said since I didn't booked direct with the Hotel they will not be able to help me. I need to call TicketsatWork and only they can help me. I called TicketsatWork back they said they will have one of there ***************** **** call the Hotel to see if can get a reason of approval of the full refund and after that give them 72 hours of turn around time they will email me back or I should get a answer by then. January 10, 2025 I did get a email from TicketsatWork they said the Hotel denied my request to cancel 2x now and TicketsatWork is telling me they not able to help me. Now it's getting near my check in date for the Hotel and even though I won't be checking in and sleeping at that Hotel I will be charge around the full amount $1,117 of the 3 night stay. It's not that I called the date of the check in or under 24 hours I still have like a 1 week and half they should be able to rent that room out to other customers. I would understand too if **************************** may charge me a fee only but to be keeping or charging me the full amount is unheard of? I hope you guys can help or get answers I would surely appreciated.Yang

  

  Business Response

  Date: 01/21/2025

  We sincerely apologize for the inconvenience this booking has caused you and completely understand how frustrating this situation must be. Based on your details, we submitted a refund request on your behalf. Unfortunately, the hotel has denied it, as they adhere to their non-refundable booking policy. While we know this is not the outcome you hoped for, we genuinely appreciate your patience and understanding. 

• Initial Complaint

  Date:01/18/2025

  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 purchased 3 day park ****** tickets March 2024. My dates changed and Undercover Tourist was unable to accommodate the date change due to the hurricane so they suggested I cancel my tickets and get a refund for the original purchase, then purchase the tickets again with the correct date. I followed the directions, received an email confirmation that I would be refunded via check in 3-6 weeks. It has been 11 weeks and after several attempts I still have yet to receive my refund. No one has helped me, no one has answers, words like "probably" and "no worries" were used several times... I don't want "probably" my check was mailed out, I want to know that it has been mailed out and provided a tracking number.

  

  Business Response

  Date: 01/22/2025

  We certainly apologize for what took place with your order and refund as well.Upon review of the matter we were able to confirm the refund has been issued and we have further contacted you to go over the expected timeframe for the confirmed refund as well

• Initial Complaint

  Date:01/18/2025

  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 11/08/24 I purchased hotel reservations from ticketsatwork.com website for stay at ******************************************* for dates 11/14/24-11/17/24 for a total of $228.83. After purchasing reservation, I went to visit the ************ website and realized that the ************ at this location was no longer in business although the ticketsatwork.com sent me a confirmation for the ***************** it was no longer in business. I reached out to tickets at work for resolution and spoke with them by phone and they said they would contact merchant for refund. I recieved email from ticketsatwork.com on 11/28/24 stating their hotel partner, that what not the ******, refused my refund and no further resolution was offered.

  

  Business Response

  Date: 01/19/2025

  We sincerely apologize for the inconvenience youve experienced with this booking. Based on the information you provided, the hotel was not officially closed, and we did submit a refund request on your behalf. Unfortunately, the hotel has denied the request, as the property was not considered closed. We also reached out to you via phone and email to explain the response we received from the property. We understand this situation is frustrating, and we appreciate your understanding. Thank You.

  Customer Answer

  Date: 01/20/2025

  This Hilton was not still in business. Theres a different hotel at this location. i was under the impression that the Hilton was the hotel. My receipt received from business stated payment for stay at the *****************. The attached information i sent states this. I'm attaching additional information showing the Hilton is in fact and was permanently closed at the time of booking. This is not acceptable business conduct.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22828525
  
  I am rejecting this response because:This Hilton was not still in business. Theres a different hotel at this location. i was under the impression that the Hilton was the hotel. My receipt received from business stated payment for stay at the *****************. The attached information i sent states this. I'm attaching additional information showing the Hilton is in fact and was permanently closed at the time of booking. This is not acceptable business conduct.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/21/2025

  We sincerely apologize for the inconvenience this booking has caused you and completely understand how frustrating this situation must be. Based on your details, we submitted a refund request on your behalf. Unfortunately, the hotel was never closed, and they have denied it, as they adhere to their non-refundable booking policy. While we know this is not the outcome you hoped for, we genuinely appreciate your patience and understanding.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22828525
  
  I am rejecting this response because: The ***************** was absolutely closed.  ************** that's there now is not the Hilton.  This is fraud because your business stated and my receipt is for the Hilton.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/23/2025

  Thank you for taking the time to speak with us. Although the hotel had the guest's booking and only the property name change, we wanted to ensure you were completely taken care of, so we've processed a full refund. We've also left you a voicemail with further details about the refund process. Please note that the refund will be credited back to your original payment method within 5-7 business days, depending on your financial institution. We truly appreciate your understanding and patience throughout this process.

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising 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 Disneyland tickets for $1,598.04 in Sept of 2023, feeling confident in their 365 day refund policy if my travel plans changed. In the summer of 2024, I inquired about changing to their cheaper summer sale tickets, but after speaking to them, opted not to do it because they said I had used ****** and getting them to refund after 180 days might be tricky. So I told them, thanks for checking, but I'll just stick with the tickets I have. I happened to check my Disneyland app the week before we were to leave, and my tickets were gone. Undercover Tourist had accidentally canceled the tickets and didn't even realize it. I purchased new tickets from them, while working with them and "being patient" to get refunded the $1,598.04 for the original tickets. That was in mid July of 2024 and it's now Jan of 2025 and I am still getting no resolution. They said a check was sent in Nov 2024, but I never received it.

  

  Business Response

  Date: 01/21/2025

  The customer had originally paid through ****** in Sept of 2023. The customer then contacted us July 2024 requesting to return their tickets for a refund. There were issues with the refund being processed due to the age of the order, which was not immediately discovered. As a result, the customer than reached back out to us and a check was sent to her (CHECK *****) in November
  
  In January of this year, we checked with accounting to see if the check was cashed and it was not. The Accounting manager did verify on that ticket that the check was not cashed, and that the original check would be voided and reissued. To make sure the check gets sent to the correct address we have called the guest to verify the shipping address and accounting will send out the check again. 

  Customer Answer

  Date: 01/21/2025

   
  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. Maybe because of this complaint, I received a voicemail from an Undercover Manager today, saying they were working on my refund. That is the first callback I've received from a manager in 6 months. Thank you for advocating on my behalf.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/10/2025

  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.

  On 1/9/25, I purchased a hotel reservation through Tickets at Work. When completing the purchase, I was under the impression that there would be another confirmation page prior to the official sale was finalized. Additionally, the terms of service were not clear and I was not aware that the reservation could not be cancelled. Almost immediately upon realizing the error, I reached out to customer support to inform them of the error and was told that the only thing I could do would be to submit a ticket requesting a refund. Due to the nature of the transaction and quick attempt at remediation, I think this is unreasonable that the order could not be cancelled, especially because the transaction was still pending at the time of communication.

  

  Business Response

  Date: 01/13/2025

  Even though this booking is a final sale advised by the room type and the agreed terms of sale we were able to refund the customer in full. She will see the refund in 1 to 3 business days.

• Initial Complaint

  Date:01/07/2025

  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 paid for a rental car for 26 days through tickets at work and arrived late at the airport for pick up due to traffic on Jan 5th. When I got to the Dollar car rental counter, to pick up the car, they could not adjust the rate I paid through ticketsatwork and suggested I give them a call so they can make a change on their end so they can continue with the transaction. I called them while standing at the car rental counter and the person told me that they could not modify or change anything because I didnt do it within 24 hours and I had canceled the reservation. I told them I didnt cancel the reservation, didnt need to modify the reservation and that I was standing there trying to pick up the car and just needed for them to make the change in their system to the rate so Dollar Rental car can proceed. I gave the phone to the rental agent to talk with the individual at ticketsatwork, and he tried to talk with them asking for the rate change because their system wouldnt let him process it. Then he asked if the could process a new request and transfer the money paid and they said they could not do it. He returned the phone to me and I spoke with the individual again and she said she could put in a report to receive a refund but she doubt that I would get it. I asked her to email me a copy of the report she was sending and she said I should be receiving it shortly and then I would also receive an email on the decision. However, I received the email stating they declined my request but never received the report that was submitted. It seem like this particular practice is not fair and I would like to know the best way to receive a refund.

  

  Business Response

  Date: 01/07/2025

  We apologize the location needed more money which is odd as it was paid fully by the guest on our end. The guest has been refunded, and she will see that refund in 1 to 3 business days. We made sure the full amount was processed today. 

  Customer Answer

  Date: 01/07/2025

   
  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,
  
  **** *****-****