Complaints

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:06/26/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 am filing this complaint regarding the unprofessional conduct and poor business practices of Issias *************. I booked a trip through this agency and had a highly unsatisfactory experience due to lack of communication, last-minute changes, and refusal to issue a refund. After paying for the trip, I reached out to the travel agent multiple times with questions and concerns but received no response. The only time I received a reply was when I asked for a refund at which point I was told refunds were not available.Without proper communication or consent, the original trip I booked was changed. I was then told that I could not receive a refund but could apply the amount I paid toward a future trip. This was never disclosed beforehand and was not part of any agreement I was aware of.This conduct is unacceptable and shows a lack of transparency, professionalism, and basic customer service. I am left without the trip I initially paid for and with no way to recover my funds.I am seeking a full refund for the trip I paid for, which was altered without my consent and poorly handled. If a full refund is not possible, I would like the BBB to investigate this business for misleading practices and lack of customer accountability.

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  My husband and I booked for the Jamaica Feb 2025 trip along with another couple. Unfortunately I would have to agree with the other reviews about the communication. We made the first payment via ***** June 16th for $100. The second payment was made on July 10th for $100. The third payment was sent on Sept 13th for $100. All on time and according to the payment schedule sent out. Well on Sept 16th she sent out an email to not send September payments yet because she is looking for a new payment method. Mind you this is AFTER the due date. So now we are $300 in plus the deposit for booking the trip. We never received additional information regarding this. On November 12th we received an email stating that due to unforeseen circumstances the trip is cancelled due to contractual factors. Although the trip is cancelled due to no fault of US the clients we are still not eligible for a refund and refunds will not be issued because they are giving us the option to choose a different date. On December 18th I get a text from Issias number saying Goodmorning. Thats it thats all. At this point I am seeking out legal help from an attorney to get this matter resolved because I am no longer confident in this company and will not be sending out anymore money.

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 trip to ********** with this company in December 2024 in January 2025 ***** sent me a email to make my first payment for the trip. I didnt quite understand the payment details so i reached out via text (from the number she provided), email, and i also called i didnt get a response. That timeframe was from Tuesday up until that following Saturday morning (because she said allow 2-3 business for a response). ***** *** chose not to respond until i texted Saturday and stated that i wanted to cancel because i did not feel comfortable sending her my money after she chose not to contact me back within the 2-3 business days that she states she will contact her clients. Simple communication when doing business would be greatly appreciated and when i expressed how i felt about her not responding to my email,text,phone call and message i wrote on her booking site, through text she told me i was rude. After doing more research on social media this is a repeat with a lot more people trying to do business with her and not communicating but trying to keep their money. My intentions was to avoid making any mistakes after reading the email to make my payment. When i made the payments she responded days later and said she received both payments through ***** as stated in the text she did not make it an issue that both payments came through *****. She then tried to charge my credit card twice after telling me she received my payments and when i asked her about sending the payment back to put it on my credit card she never responded after that. I waited 2-3 business days like she requested on her business page and no response until the 4th day and i stated i no longer wanted to do business nor did i feel safe sending anymore money and would like to cancel along with my $200 refund towards the trip. Her no refund is towards the deposit when we book to pay the deposit. But she stated that is for the whole trip itself. I am out of $200 plus for a trip i never will attend.

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 May me and 6 other ladies paid the travel agent $25 a piece to book a trip to ******* in for February 2025. The lady confirmed the trip and sent the payment schedule for us to start paying so fast forward to October she posted she had Jamaica dates for May so me and the group of girls agreed to change it to May to give us more time to pay for the trip. So she changed it to May, then on January 12th I receive an email about us having the change the date due to unforeseen contractual factors as stated in the email. I sent her multiple messages before she replied back about the new date. She never stated that that the $25 deposits we made didnt go towards the new trip balance and when we didnt chose a new date she sent the new itinerary and the price stated 1350 with flight and transportation included. Everyone agreed with it. I kept texting and texting to get the new payment schedule and when she sent it it showed the total balance was 1500 and we owe 1350 because we had already paid $250 so far. She never stated that the new total was 1500 when she sent the itinerary. So on ree new payment schedule the next payment of 600 is due next week which is too soon and shes not trying to work with us and we cant get a refund

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 tried to be as patient with her as she has mentioned all throughout her posts that she is understaffed. However, all the trips she posts she is not equipped or even organized to handle them. 12/5/24 an appointment was made to discuss the quote (a fee was paid first)& the business number was invalid at the time of the appointment. She ended up calling me from a totally different number which is supposed to be the personal number for paying clients. We paid a total deposit of $300 to her on 12/5/24 through cash app. She mentioned she was flagged on cash app. Then I got an error message trying to send her money on ***** (another red flag) I asked for the name of the resort after repeatedly calling/texting/emailing & messaging on FB I finally got a response 2 whole days letter in a welcome letter on 12/11. A payment schedule was finally sent 12/16 through email. At this point requesting a payment of $465 7 days later & 2 days before Christmas. Now at this point we are all getting skeptical because I was told over the phone that the biggest payment would be closer to the end of the payments. Ok so I immediately text her & asked if we can purchase our flights separately, she said yes and another payment schedule with a payment of $50 due on 12/28 and a payment of $143 due on 1/3. Her policy clearly states not to send money directly to her and to wait until instructions are sent 2-3 days before the date. NOTHING. I emailed her last night requesting for the deposit to be sent back & she explained the deposits were non refundable. nothing about the deposits in emails indicate theyre non refundable. I tried to give her a chance and give us the money back before I came to social media but I dont want to see another person get scammed out of their money. If you need further proof look at her reviews on ****** and on the BBB. I have reported her cash app as scam, I have filed an *** report

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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.

  Me and my best friend booked a trip with this company to go to ******* in February 2025. I paid a total from my cashapp of $165 towards the trip. In September we received an email stating not to pay again until we are contacting because there was an issue with the trip. On November 12 we received an email stating that we had to book for either April 2025, May 2025 or June 2025. While all of these months were not doable, I switched some things around and replied that we can do the May trip. On December 4th I received a text stating to pick another date because we could not be added to the May trip. I advised no other dates were accommodating as February is when I could go. I asked for a refund of both my money and my friend ******* ***** money. I was met with no response and silence. I want all monies returned to myself and ******* ****.

• Initial Complaint

  Date:11/18/2024

  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.

  Date of transactions: Deposit : 5/3/24- $52.67 6/16/24- $100 7/13/24-$100 9/15/24- $100 This trip was scheduled for Feb 10th- 14th 2025 by this company. I made the scheduled payments as listed above. On Sept. 15th I sent my scheduled payment ( on the due date as listed in the payment schedule ) via ***** and did not receive a response from the company. On Sept. 16th I receive an email stating : We kindly ask that you do not submit your Sept. payments yet we are in the process of of finalizing the proper payment method and will be sending out clear instructions shortly. On Sept. 16th I sent a text to the company and did not receive a response until I messaged her again the next week. The communication has been poor and unprofessional. On Nov. 12th she sends an email stating there were issues with contracts and the trip would no longer be happening. Instead there are options for ****** *** and June or you can book with her whenever you decide. She is not offering refunds due to the available options being flexible. I called the resort today 11/18/24 hotel riu *********** and provided them with my name as well as the company and they confirmed that no one under my name or the companies name had rooms reserved or canceled. I informed the owner I am not able to take off during those designated dates nor am I interested in booking with this company due to my experience thus far. I did not sign a contract stating that I agreed to a no refund policy. She stated she would not be giving my money back and told me to have a good day.

• Initial Complaint

  Date:10/30/2024

  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.

  Transaction was done in June. I have reached out several times to start making payments towards our family vacation, however no type of communication unless I reach out. I was given multiple dates on when I would receive the email for payment plan and I never received one. Time waits for no one and I didn't want to drag it out. This was not my fault that SHE did not communicate with her client. The client should never have to keep asking to pay for their trip or anything. If there was changing as she states after I asked several times she should have reached out with the changes. Not only did she say I'm not getting my money back but was very nonchalant and unprofessional. This was a customized trip and I paid for services and never got the service. I definitely would like my money. Back. The screenshot are uploaded. May be out of order but they're there. This is not good business (on the personalized trip side).

  Business Response

  Date: 10/31/2024

  Thank you for reaching out and sharing your feedback. I want to address your concerns and provide clarity on our approach at Issias Traveling Co.
  First, you initially paid a deposit to reserve a customized trip for March 2025. When we didnt send a payment schedule immediately, it was due to our intent to wait a few weeks to generate a more manageable schedule for you. Generating the schedule earlier would have required a higher initial payment due to peak season rates. This was done with the intent of ensuring a more comfortable payment arrangement, as I explained in our message exchange.
  In regard to communication, its important to clarify that we responded to every outreach. However, when you indicated you wanted to discontinue the trip and did not wish to proceed further, we fully respected your decision. Our goal is never to pressure clients; we value your comfort and choice in every part of the process.
  Additionally, as noted in our policy, deposits are non-refundable once applied to the trip. This protects the financial commitments weve made to suppliers and vendors on your behalf. If changes arose that required adjustment, it was always my intention to inform you in a timely manner, as I aim to provide clear and open communication.
  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22495118
  
  I am rejecting this response because: I am not satisfied.  I will continuously make a report until I am. It is not the clients responsibility to reach out to the provider. If there are changes the provider should have followed up with the client. That is part of why the client pays someone else. I was told I would be receiving the payment plan on X amount of days and I did not the provider should have called the client to explain it what was going on. I think I reached out enough and was trying not to be aggravating letting the provider do the job but NOT HEARING ANYTHING is the problem. The ONLY resolution to this is a full refund OR another trip but it want be the one I wanted. I refuse to give 3k or more to someone that didn't consider any concerns I had or just apologize for HER poor communication.  I didn't know if I had got lost in the stack of 100s of clients or not BECAUSE there was no communication.  The fact you are not taking accountability for it speaks volume. A simple apology and acknowledgment of the issue and resolving the problem would have been accepted but the fact you don't even take responsibility for your lack of response is absurd. I really hate this because I loved the group trip I took with this company so as a return client there should have been better communication.  I'd rather just participate in a 2025 group trip than this due to all the miscommunication.  I know what I'm getting in group trips.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/31/2024

  Thank you for making this complaint public and sharing your perspective. The entailment and attitude is insane. 
  
  I want to address the situation clearly. You made the decision to back out of your booked trip, citing poor communication as the reason. Now, after choosing to cancel, youre requesting a new trip or a refund. This is confusing, as your trip was still active, in good standing, and fully reserved for you until you explicitly instructed us not to assist further. We respected your decision.
  
  
  At Issias Traveling **** we honor all of our commitments, but its essential to note that deposits are non-refundable, as stated in our policy, once they are applied to services. The funds go directly into planning and securing arrangements with vendors. Suggesting that we stole your money is incorrect; those funds were used to initiate the custom trip we prepared on your behalf.
  
  
  If your preference was to continue with the original trip, simply following up with questions would have allowed us to address any specific concerns. But your choice to cancel led us to conclude all assistance per your request.
  
  
  Given the situation, we will not be starting a new business relationship. While I appreciate that you enjoyed a past group trip, I will not be interested in rebooking you. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22495118
  
  I am rejecting this response because: I wish you had this same energy in responding to your client as you do this thread. It takes months for you to respond to a text but I see you ON TOP of this. That alone says alot and I'm perfectly fine with you not having me. This was very unprofessional.  I will definitely make it known. Had it been my fault then I wouldn't go so hard but because you indeed dropped the ball. I'm gone take it there. Apparently you needed that more than me to fight so hard to keep it instead of owning your wrong doing. That is absolutely insane how it didn't take 2 mins for a response on this. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/04/2024

  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.

  I booked a trip with this company, to travel from ******** to the ******************, at a total cost of $628.00 which $273 of that amount I paid prior to the departure date and was advised that my balance of $355 would be due at the resort upon arrival. However, upon arrival to the *****************, resort I was told that my balance was $493. I immediately reached out to the travel agent who stated since I sent a payment that she was not aware of, that I would have to pay the difference, and she would refund me in 2-3 business days. After the time frame had passed, I asked again for my refund and was told that I had to now wait for my trip to be marked completed and then I would receive a refund. I have been reaching out to no avail regarding my refund.

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair 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.

  My name is ********* ******** and I use Issias Traveling company to go on a trip to *******. On March 18, 2024 I paid Issias Traveling ******* $480.00 through cash app because I didn't received the instructions on how to send March payment and I didn't want my payment to be late and loose my trip. Through cell phone text message Issias stated that cash app was the incorrect payment method and it would need to be recovered. Issias stated she will process my May payment but my March payment will have to be re submitted because the recovering of my March payment may take a while I will will miss the trip. I re sent the $480.00 payment, as I waiting for Issias to recover my $480.00 cash app payment which was a overpayment for my trip. I spoke with Issias on a ******** live chat and she stated she will contact me back individually after the live meeting and she did not contact me.On July 5th, 25th I ask Issias when can I expect my refund, she requested my full name and I send it to her via text message. Several weeks passed by n respond from Issias. On August 4, 2024 I text message Issias in between making several phone calls to her stating I need my refund. Issias replied on August 04, 2024 stating my refund will be resolved by September 01, 2024 or I can use immediate travel credit instead of I wish. I replied on August 4, 2024 no thanks in the travel credit, I just need my refund. Issias replied, " okay dear, it'll be to you before September 1st. Issias also stated she will send a document put for me to sign and notarize once the refund is given to me. It is now September 6, 2024 I have not received my refund neither have I been contacted by Issias Traveling ******* Please help me get my refund