Complaints

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

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  Pro Vacation Group, LLC

  Orlando, FL 32824

• 

  Pro Vacation Group, LLC

  PO Box 677699 Orlando, FL 32867-7699

• 

  Pro Vacation Group, LLC

  1030 Adelphi Ln Orlando, FL 32824-5268

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2020, I purchased a vacation from Pro Vacation of Orlando, Fl. 855-776-8222, for $399. Today, as I was looking for my booking options, I contacted them to send me what my options were. After they did so, and I spent several hours researching flight options, I contacted them to check availability. At that point, I was informed that I was given the wrong information by someone in training. Very upset by this misinformation and waste of my time, I called to voice my displeasure. I had some unflattering words for the person I spoke to (Breanna), and she told me that my account would be suspended, potentially cancelled without refund for discrimination and racial slurs. After the call ended, I received a text message (from number +***********) that listed my previous address (apparently they didn't know that I have relocated) along with the message saying "U betta move ***** ******* hahahahahahahahahahaha". When I responded back, I received a message that said "this phone number is no longer in service". By no means am I concerned about the message that she sent me, it means nothing. I am however, unhappy that my account has been suspended/cancelled without refund.

  Business Response

  Date: 04/12/2023

  To whom it may concern,

  My name is *********, I am the new customer service manager at Pro Vacation Group. I had the opportunity to speak to the customer and his lawyer, and all concerns and issues have been resolved. The customer is no longer needing a refund, and is excited to travel with us in the future. Having found a resolution to all of his concerns, we are very excited to book his next vacation.

   

  Regards,

  Customer Answer

  Date: 04/13/2023

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

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arrived in Fl for our vacation with this company only to find that our reservations were cancelled. The hotel took our credit card and when we got to the room we called the company and they said they would have someone contact us in 24-48 hours. The hotel was not to our liking (it was not CLEAN) so we left there and found another place to stay. We finally was able to connect with a manager for Pro Vacation and they submitted a refund request. This was on February 14th 2023. I have emailed several times and called and left many messages asking them to return my call. They have not responded in email or by phone. I do have the email that was sent on 2/14/23 stating they were submitting the refund request but have not received anything else from them. I have attached a picture of this email.
  
  Thank you for your help.

  Business Response

  Date: 03/23/2023

  Hi my name is Stephanie and I’m the new customer service manager. I’m familiar with the situation and we truly apologize for the inconvenience this has caused, I spoke to the customer on 2/14/2023 and Offered her a full refund, and a free vacation on the house for the inconvenience unfortunately we had our account compromised which delayed on refunding this customer sooner once our account was good to go and process refund we processed and returned the funds back to the customer account, I have attached pictures showing our conversation and two more pictures showing everything has been refunded back.

  Customer Answer

  Date: 03/28/2023

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

  However, I want to clarify that they did not offer any credit or reimbursement until the BBB was involved.  Thank you for your help in getting my funds returned to me.
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an unsolicited call from Pro Vacation Group LLC on March 1, 2023 to purchase an Orlando vacation package for 5 days and 4 nights @ the ****** *** Resort for $199. I was informed that I met all the designated eligibility requirements but when I received the edoc the next day to sign I found out that I did not meet the required eligibilty requirements. If I signed said edoc then legally I could be charged full price for the vacation. I have tried numerous times(20+), since reading the edoc to contact someone about this and the two times I got a rep to answer the phone I was then told I would have to talk to a supervisor and given call back times but was never called back by a supervisor. I have initiated a complaint with my credit card company who says it could take up to 2 months to resolve. I want my money refunded. This organization should be put out of business for what appears to be very shady, non ethical business practices.

  Customer Answer

  Date: 05/22/2023

  In reference to Complaint ID: ********, Pro Vacation has refunded my money since receiving your inquiry. Thank you for your assistance and prompt attention to this matter.

  Sent from ***** ***** *********************

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Good Morning,
  I am seeking a full refund from Pro Vacations for package trip deal that I was not only misled on, but also unable to use. I booked a vacation package on the phone with Pro Vacations 3 years ago, after being solicited unrequested. I agree to purchase based on the information I was provided at the time, including that they were a ****** Associated business (which they are not).
  Due to my job as an active duty military service member, I was deployed to a combat location shortly after this purchase agreement, along with several layers of Covid-19 restrictions that were in place preventing travel to the listed locations. I was also called to several other short tours and an out of state move.
  As an active duty service, The SCRA is intended to protect service members in similar situations from business like this, as well as the Covid exemptions policies put forth by congress.
  I have tried to contact the business multiple times via phone and email with Zero response.
  Based on the above factors, I'm requesting a full refund from the company or I will plan to continue to small claims court.
  Thank you.
  
  
  
  
  
  
  Per ******************** Introduction
  The SCRA is a law created to provide extra
  protections for servicemembers in the event that
  legal or financial transactions adversely affect their
  rights during military or uniformed service. These
  protections enable servicemembers to devote their
  entire energy to the defense needs of the Nation.
  The SCRA applies to the following servicemembers:
  § Active duty members of the Army, Marine Corps,
  Navy, Air Force, and Coast Guard;

• Initial Complaint

  Date:12/14/2022

  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.

  In 2020, I purchase a 5 day, 4 night package (package account#: ********* for $450 that included 4 destinations to choose from, and it's good for 36 months. Today, I called them to book my travel to ****** for late Jan 2023 but was told that I had to pay an additional $200 plus tax/fees because all Deluxe or Junior Suites promised in the package have been sold out for entire 2023, which is hard to believe. Then I was informed if I need to speaker with the manger, it would take 48 to 72 business hours to receive a call. This smells like the classic bait and switch that scammers use to just get money. Changes between the resort and Provacations have nothing to do with me, a customer, and the additional cost should not be pushed on me. I desire them to honor the original agreement as stated in documentation without requiring upgrades.

  Business Response

  Date: 12/22/2022

  Contact Name and Title: ********************* Service M
  Contact Phone: **********
  Contact Email: *************************
  We have reached out to the guest to help resolve their complaint. ***** did change a plethora of things with our resorts, and we do apologize for this. We want to make it right, please contact us soon.

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 12/28/2019 I received a call from Pro Vacations Group, offering me a "vacation package deal" for $439 which I ended up buying at their insistence. The vacation package was to the Ancora in Punta Cana. I have since tried to book my trip on several occasions but have been given a different excuse every time. They first told me that Ancora was no longer participating with Pro Vacations and sent me a list of alternative properties which included the Dreams Curacao Resort. I again contacted Pro Vacations to make a reservation for this resort, but was told that it's reserved for married or cohabiting couples only. I had made it clear to them that I was single when they offered me the vacation package. I then spoke with Denise from Pro Vacations, who sent me another list of properties I would be eligible to use. Surprisingly, the list included the Ancora which they had previously said no longer participated with them. I recently contacted Pro Vacations to make a reservation for the Ancora and was told that that property is only for married and cohabiting couples. Looking at the contract I signed with Pro Vacations when I purchased the package, it clearly states that single females between 35 and 65 years old, with an annual income of at least $60,000 are also eligible. I don't understand why they can not honor what they promised . They are now offering me very limited options to properties that don't appeal to me. I should be entitled to get the vacation package I purchased. The contract also says that I have 36 months to book travel, which is up next month. I hope that Pro Vacations will do the right thing and deliver what they promised.

  Business Response

  Date: 12/22/2022

  We did resolve this matter with the guest, and we ask that the complaint be resolved here as well.

  Customer Answer

  Date: 01/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have not received a response from Pro Vacation Group, LLC. No one from Pro Vacation Group has contacted me. I have not have any communication with anyone with Pro Vacation Group , since I submitted the complaint.

• Initial Complaint

  Date:10/06/2022

  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.

  After purchasing a package I received a confirmation with a list of resorts to choose from and a link to request a reservation, but that list did not match what was on my confirmation email. I figured it wasn't a big deal and chose a location that we decided upon only to be notified that it wasn't one of the available locations for my reservation.
  I dug out my confirmation and read the list to the representative and was told that it had destinations on it that I could not select either. She went on to explain that I was attempting to book more than six months which was not part of the reservation stipulations in our confirmation.
  I asked for a refund. The response was that they are sold as non-refundable packages which certainly was not explained to me by phone when I purchased or in our confirmation email.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Good Day, this vacation package is sold at a non refundable basis which is outlined in the verification call made with all packages when they are purchased. This guest asked for a location that was not offered, we will be happy to get this guest booked at a location that we offer.

• Initial Complaint

  Date:09/19/2022

  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.

  Purchased a vacation package that was to be good for up to 3 years. They instructed me to book as far out as possible and there were no black out dates or additional fees. I attempted to books our vacation following their directions and was told that I not able to book, but for an additional $299 I could update to a better resort. I have already paid $499 for the package I currently have. I was also informed that someone with no package could purchase the better "upgraded resort" for only $499. And if I wanted to keep old package and add new package I could for an additional 399. When I declined I was informed that I had to upgrade to a 1 bedroom suite for a discounted ( undisclosed) rate. Going through all documentation there is no mention of requiring an upgrade. Representative was insistent he was trying to give me the best deal possible.
  When I request a manager I was informed it would take 24 to 48 business hours to receive a call. This smells like the classic bate and switch that scammers use to just get money.
  I desire them to honor the original agreement as stated in documentation without requiring upgrades or full refund.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 8, 2022/10/07) */
  We are working with this client, as the room option they originally have is booked out for the remainder of the year. We offered a different unit or an upgrade because the original one is not available. We have been able to speak with the client and help them with their vacation.

• Initial Complaint

  Date:09/05/2022

  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 purchased a vacation package from them 8/30/2019, for $450 to go to Punta Cana, and last month I had several calls with them trying to confirm dates. When I originally purchased the package, I told them I am a corporate pilot, which they said was fine as long as I'm not affiliated with travel agencies, airlines, etc, which I am not. I finally reserved dates and was required to pay another $120 for taxes and fees to the hotel. Well I just received a call today telling me that I am not eligible due to the fact that I am a pilot! After speaking with supervisors and trying to explain that I don't have affiliations with airlines or anything similar, they still would not honor their original package. I demand a refund from this company. Not only have they not honored their contract, but I am being discriminated against just for being a pilot. Their eligibility requirements strictly state "airlines", so they have breached the contract and failed to honor the package. It was also sold under false pretense, either they lied to me just to sell their package or their partner Executive Services is.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/09) */
  We have reached out to the customer in regards to their package status and traveling, some resorts have different restrictions for who qualifies for the tour. We have resolved this for the guest.

• Initial Complaint

  Date:08/29/2022

  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 June 20, 2022, I spent $699.00 on three vacations that I will have to take within the next four years. I have attempted many times to reach pro vacation to schedule my vacation, but pro vacation can not be reached. I have called an unnecessary number of times and have messaged pro vacation several times using their website. I do not know if pro vacation has gone out of business or if being impossible to reach is their standard business practice. I am not confident that pro vacation is a legitimate company. Even if pro vacation is indeed a legitimate company, my little experience with attempting to schedule a vacation causes me to believe that working with them would be problematic. I am frightened by the thought of vacationing in another country and depending on pro vacation to look out for my family and me. At this point, I just want a full refund.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/31) */
  We do regret that this client was not able to get through to us, as we are experiencing a high volume of calls. We have spoken to the guest and connected them directly with their own agent so they can skip the lines.