Complaints

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• Initial Complaint

  Date:01/16/2024

  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 bought 2 Halloween Horror Nights (***) Express Passes for 2023 with a few other tickets and I never received the confirmation numbers to get the tickets at the park. I purchased the tickets on October 3 through the travel agency to go on October 27. I contacted them via WhatsApp on October 5 to see how I would receive the tickets, since I wanted to make sure everything was okay, but was told that they were waiting for the provider. I paid a total of $2,887.28 for *****************, Universal Studios Express, Horror Nights, Horror Nights Express, and what I thought were ************* ******************, 2 tickets of each, plus hotel and car rental. I eventually received vouchers by email, with confirmation numbers and instructions to present them at the entrance kiosks. I went to ***************** on the 27th only to find out that the Halloween Horror Express Passes were not included in any of the confirmation numbers I received. Besides, I noticed that the ****************** tickets were not for *************, even though I always said that I was going to the ****************** Halloween event and even asked for the ************* express passes and was misoriented about them being unnecessary because the event was never full enough to need express passes. I admit ****************** were partly my bad because I didnt mention the ************* event by its name. But regarding *** Express Passes I completely blame the agency. I contacted the agency right after I was informed at the kiosk that I did not have Express Passes and that the cheapest Express Passes were sold out. They usually sell out by mid-October. I needed to act fast if I wanted to get Express Passes and I was wasting my vacation time trying to contact the agency while I was already inside the park. I ended up paying $617.68 for 2 *** Unlimited Express VP tickets because those were the cheapest left, and if youve been to *** and youre from out-of-town like me, you know theres no point in going if you dont have Express Passes because you will waste away the night in 2 or 3 lines.I was finally called by the agent that had my account and she told me to send her a photo of the receipt for the $617.68 I had just paid so I could be reimbursed. It was never clear to me if they would reimburse the full $617.68, or the *** Express Passes the agency charged me in the $2,887.28 bill. They never provided a breakdown of the bill so I dont know how much they actually charged me for the Express Passes, but they certainly gave the appearance that they did. I do know that the *** Express Passes I thought I purchased through the agency were going for $229.99 each, back in Oct. 3 if you purchased them directly from ************ was never reimbursed anything. I followed up on November 19, 2023, via WhatsApp and was told they would verify the status of the refund. I followed up again on January 8, 2024, and was told the report had been re-submitted to the department. I really wanted to avoid taking this to BBB but it seems the agency is giving me the run-around for something that was clearly their fault.

  

  Business Response

  Date: 02/23/2024

  Good night everyone:
  
  The service was invoiced on October 3, 2023 and paid by the client on October 29.
  On November 6, the Toll was invoiced, closed with the security deposit amount and the deposit was released.
  On November 21, the credit note was issued assuming the obligation to the client for the commitment to pay for the Express Passes that were not issued.
  On December 2, a credit note was issued for Parking refund, being refunded to the passenger's card on January 16.
  
  After this date, the passenger does not contact the travel agent again and does not let us know that he only received a refund. It is not until today that the value of the unissued Express Passes is refunded to the passenger's card for the second time and where on December 21 In November, the agency had already assumed its payment commitment by issuing the Credit Note for its respective reimbursement.
  
  Thank you