ComplaintsforAloha Hawaii Tours

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined a zoom presentation and was offered a 8-day vacation to Europe for $900 membership. I have been trying to redeem the certificate and it has been worse than pulling teeth. There is no phone number you can reach to make the booking. I was given one number ************ but no one picks the phone at all. You can only email at ************************************************** but no one responds to the emails either. At this time I am convinced that this is a fraud organization and there is no way to redeem the certificate. Beware.

  Business response

  04/15/2024

  Aloha!

  Our records show you are ALREADY in contact with a certificates team member and they are providing you with booking assistance. We are sorry to hear about the initial frustration and concern but we look forward to booking your gift for you and welcoming you to our club and membership service.

  Thank you,

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed a complaint before about being scammed by this company. My money taken never received any services or assistance and was charged almost $3000 added to my credit I still have yet to receive any service from this company and I do not desire to. I have contacted the company several times in attempt to resolve and always been told. I will be given a call back. I have been given several calls, but they are only two get me to join Aloha Hawaii tours, as if I had not previously paid and never received anything, please give me an update on my previous report. I do not know how to get back to it.

  Business response

  04/12/2024

  Aloha ********,

  On January 5th, AHT member services received a request from ****************** to contact you for support. That is the first time member services received any contact or request related to you and your account.

  On January 5th, that same day, a supervisor called you, attempted multiple times to offer assistance to help you gain access to your membership and locate and activate/redeem gifts, etc. but you refused and stated that its too late.

  You claimed to have had multiple conversations with us, but until that date, we have no record of you calling or emailing member services for support or guidance. You've also only logged in once since your date of sale, and called the booking concierge once, but hung up on them when they tried to explain who to speak with regarding certificate reservations.

  We would be more than happy to assist you, with every single thing you need to enjoy your membership and benefits but there has been no issue with the delivery of services and benefits therefore cancellation is denied. Please contact us at *************************************************** and a manager would be happy to schedule a call with you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Inaccurate information, services are not what they said, their financial company tried to intimidate us and were being calling from the day after the purchase for cancellation without any resolution, after 3 months theyre still taking money from our account

  Business response

  04/12/2024

  Aloha,

  All information on the membership site is accurate. We would be happy to offer you a tutorial or guidance to help confirm this.

  We are in contact and will speak with you directly. Thanks!

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 10 2024 I attended a seminar for Aloha Hawaii Travel. It was a 45 minute seminar. Via email and text, they promised a vacation stay for 4 days and 3 nights as a gift which you have 18 months to redeem. They failed to mention fees or taxes. The seminar advertised a membership that *****s you access to a website where you will enjoy huge discounts on hotels and stays but they do not ***** you access to the website until you pay first. The lifetime membership is $3,999 plus $199 a year. They offered a payment plan to pay the $3,999. I paid $900 upfront and the rest I would pay monthly. As soon as I got my credentials I started looking at bookings, but to my surprise the prices were the same as any other website. I then received an email for the promised gift voucher and they give 6 months to select a destination (not 18 as they said before) but in the same email they also say you have 7 days to activate the gift (or you will lose it) by selecting the destination and paying for taxes and fees for each day (different for all destinations) . So they are contradicting themselves in the same email. So the 18 months to use it is misleading, and its not free. I immediately tried calling membership services and none of the numbers they provide have an extension for membership services. I sent many emails but nothing I sent a message through the website but was not called until the 17th. I asked for a refund but they denied it and said all sales were final, even though they failed to provide the services they promised. All they offered was for a representative to call me to help me see the discounts but he didnt show me anything I havent already seen. When i contacted ****************** (company they used for financial) they shared PII info of many of their clients in an email They are misleading unprofessional and do not respect client privacy. Now when i try to email them i get a message saying email full try agin later. I have not received a refund or cancellation

  Business response

  04/12/2024

  Aloha,

  Pre-webinar, the marketing companies state you may attend the presentation for a complimentary hotel stay and your only responsibility is the nightly taxes. That is all you are being charged and we have confirmed on multiple occasions that this gift provides an outright savings of $500 or more to those that use it. Based on our thorough review of this gift, and how it is marketed, we are confident our members are receiving value.

  We state in the presentation that with this membership, you are receiving access to the *************** and therefore the BROKER rate on travel. The Arrivia product savings will range on average from 30-70% off. There may be booking options below OR over that average.

  Based on our records, we called to provide a tutorial on February 29th, and you advised us you were busy and would call back (did not). A supervisor called again April 8th offering assistance and guidance, which you also declined.

  Regarding emailing our company, NONE of our email inboxes are full. Please email the company at *************************************************** OR at ************************************************** and a representative would be happy to assist you.

  We are confident in our service and will continue to offer guidance should you wish to accept it but we have found no issue with the delivery of gifts and services therefore cancellation is denied.

  Customer response

  04/18/2024

   
  Complaint: 21521781
  
  I am rejecting this response because:

  First of all I dont need to speak to a concierge to help me navigate a website thats pretty straight forward. Your prices are pretty clear. Ive attached comparisons for a booking for the same hotel for the same dates and Expedia which is free gives me an almost 50% better price so why would I pay 4k and 199$ a year for worst prices. 
  

  Second of all you never mention taxes in any of the emails or text I received prior to purchasing membership. Ive attached a picture of that as well. And its taxes AND fees!
  

  Third Ive attached an email clearly showing how your company deceives. You say we have ******************************************************** the same email you say we actually have 6 months to select destination then in the very same email you say we have 7 days to activate it, which means you have to select the destination and pay the taxes for it or you loose the voucher .So in reality its only 7 days. 

  4th of all Ive attached an email clearly saying your email is full. 
  

  If you were a legit company with real discounts you would have atleast a 7 day money back guarantee but clearly you are not. You claim all these savings which are clearly non existent. You have nothing better to offer than all the other booking companies out there, only difference is that theyre free. Unfortunately I discovered it after paying. Should have investigated your company first but then again we get our credentials for the website after paying so there was really no other way to figure out you are scam than after falling into your scam. 

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

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company lied about what they offer. The gift they give for the presentation was advertised as free no taxes and fees but there were fees and a limited number of destinations, I could book a trip because there were no dates available. I asked during the presentation was ********* on the list but it wasn't. I told the sales man before I purchased I didn't want to anything to do with a company that she's timeshare he said they didn't sale timeshares and that's not the type of company they were. When I logged in for the first time on the side panel it had a timeshare drop down. I contacted the company 2 day after I purchased to cancel the membership because of that and the other lies but they said we do have timeshares but that's for other people. I told them I specified before I made my purchase I wouldn't buy if there were timeshares involved. They also advertised as being significantly cheaper than typical hotel and vacation companies but they are almost a $100 dollars more in some cases. The whole company is a scam because they lied to get me to sign the contract. I also wasn't suppose to be charged interest for 3 months but they started the first month.

  Business response

  03/30/2024

  Aloha,

  Your concerns are respectfully misguided and although we have offered clarification and guidance directly multiple times, our offers have been declined by you.

  One of the multiple services that we provide within our broad spectrum of service, is a redemption service where our customers (who are also separately timeshare owners) can submit their timeshare weeks for reimbursement or credit. We are NOT associated with any timeshare companies. We have offered to schedule you for a tutorial to help better explain the scope of your services as well as this service. To which you have declined our offers.

  Regarding your webinar attendance gift, this is the first time we are hearing this concern. Please be advised ********* IS an available option on the list of destinations that was sent to you. We would be happy to send you that certificate. Your only redemption fee on this gift is the nightly taxes of $33 USD. This is a gift for attending the webinar only and has nothing to do with the membership itself.

  Management will be contacting you again directly to offer the hotel certificate and we will urge you to book a guided tutorial to explain the service.

  Cancellation is denied as there has been no issue with the delivery of services and benefits.

  Thanks!

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving 3 or more phone calls per day for over a year (different numbers with same 808 area code) from representatives of Aloha Hawaii. I have repeatedly requested to have my name and number removed from the call list, but they simply hang up on me. I am on the Do Not Call registry. I have reported to the Attorney General. The calls keep coming at all hours of the day and night. Please get them to stop. I have no interest in any offers or services that they are trying to offer me.

  Business response

  03/25/2024

  Aloha,

  We have no record of your contact information in our system.

  We will notify our third party marketing partners to check their records for your information and have it subsequently removed. 

  Thank you,

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Aloha travel agency falsely advertised a travel service with the cheapest prices for vacation packages and flights and after I tried to cancel within 3 days of signing up I was ignored for months and still charged every month for services I never used one time

  Business response

  03/25/2024

  Aloha,

  Nothing about our service is falsified. We have offered you support and guidance multiple times, all offers have been declined.

  Regarding flights, we clearly state in presentations that no one can discount flights except the airlines and therefore what we are providing our members with is a deal alert service.

  We have also reviewed the recordings and confirmed that you were clearly and verbally advised prior to completion of the purchase, that all sales were final.

  A manager will reach out to provide support and guidance but the policies were clearly stated in advance and acknowledged. There has been no issue with the delivery of services and benefits therefore the cancellation request is denied.

  Thank you.

  Customer response

  03/27/2024

   
  Complaint: 21475098
  
  I am rejecting this response because:
  I clearly attempted to cancel the subscription with ****************** your partner company 3 days after signing up and was ignored for weeks. The company clearly had a policy that said you have up to 3 days to cancel. My child became very ill and I can't afford to travel. The company also said medical issues with that time frame would be accepted as a reason to cancel. You ignored all that and continue to take my money for a service I'm not using or haven't used one time. There is no good in what you're doing and you should be ashamed.
  Sincerely,
  
  ***************************

  Business response

  04/12/2024

  Aloha, we would like to respond to the following comment:

  "I clearly attempted to cancel the subscription with ****************** your partner company 3 days after signing up and was ignored for weeks. The company clearly had a policy that said you have up to 3 days to cancel."

  *******, you were actually clearly advised both in writing AND verbally on a recorded line BEFORE signing the contract that All Sales are Final. We have shared a copy of this recording with you in the past as proof of these transparent terms.

  No where on our documents, paperwork, materials or anywhere else was a 3-day cancellation policy offered or provided.

  Customer response

  04/18/2024

   
  Complaint: 21475098
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/02/2023, I entered into a contract with Aloha Hawaii Tours, **** Within the initial four days, I discovered that their prices exceeded those of typical resorts that I could find independently. Upon contacting ******************, I was informed that cancellation was not an option and advised to explore my benefits further. Despite attempting to schedule an appointment three times, as strongly recommended, to review my plan through a concierge appointment, it took three phone calls to speak with a representative due to an error in the system with my phone number.On 11/25/23, I submitted a written request for cancellation citing poor customer service and an inability to utilize the product/services as outlined in the contract. While the communication process provided email confirmations, issues raised were seldom addressed and merely acknowledged. Even after finally connecting with the concierge department on 11/27/23, I found myself no better informed than before the call and was directed to browse the website and email member services for further inquiries.Despite numerous email attempts over a month to speak with someone, my efforts have been fruitless. Phone calls have proven unproductive, with customer service agents only verifying my contact information before placing me on hold, resulting in disconnection. My most recent attempts to resolve the matter were made between 2/26/24 and today, 3/18/24. As I was composing this complaint, I experienced a 25-minute hold before the call abruptly disconnected.Despite the company's claim of reimbursing 110% if lower prices for the same resort are found elsewhere, attempts to access such offers were thwarted by inventory loading issues, and messages advising to try again later. This experience has been a waste of money, with the company failing to fulfill its promises and deliver adequate customer service. I am seeking a total refund of both my deposit and monthly installments paid to date.

  Business response

  03/28/2024

  Aloha,

  We would be happy to address these concerns and provide our side to this story.

  ****************** initially emailed ** on November 25 requesting cancellation due to concerns. A manager emailed a response on November 27 from ***************************************************. ****************** did not respond to that email. The issue was tabled due to no response.

  On February 26, ****************** reached out to request redemption on her 8-Day, 7-Night European ******************. A gift she received when she became a member. ****************** was emailed the redemption instructions on February 28, and then they were sent to her secondary email March 7. ****************** requested a phone call to discuss redemption and our offices called her on March 19. ****************** is now in the active redemption process on this gift.

  This ends the record of interactions between ****************** and our main office. This BBB complaint is the first we are hearing of any concerns with the product from this customer.

  ******************, we would be happy to address your concerns.

  In regards to "I discovered that their prices exceeded those of typical resorts that I could find independently.". --> We don't know what resorts in particular you are referring to but we are confident that our service (provided by Arrivia) is providing our members with broker rates on travel. Sometimes, VERY rarely, properties are known to undercut their own broker rates either to push direct sales for a short period, or when the check in dates start to fall within less than 1 month away in order to boost direct sales. Rest assured this is not reflective of the membership as a whole.  And even in these cases, we have policies such as the price match guarantee in place to protect your best price expectations. 

  In response to "it took three phone calls to speak with a representative due to an error in the system with my phone number.", --> this is an unclear concern, as we only see on our end that the concierge attempted to call 3 times, left a message and sent an email to you three times trying to reach you. There is no mention in our system about an error calling. This is not a common occurrence and not an issue our service has.

  In response to "issues raised were seldom addressed and merely acknowledged." --> Again, as our main office has not had contact with you in regards to these concerns, we are unable to address them but we would be more than happy to, once connected.

  In response to "As I was composing this complaint, I experienced a 25-minute hold before the call abruptly disconnected." --> we are unable to address this but we will be reaching out to you with the main office phone number, since we don't see that you have made any incoming calls to our main office in the past 60 days, asides from the call regarding the European gift.

  In response to "Despite the company's claim of reimbursing 110% if lower prices for the same resort are found elsewhere, attempts to access such offers were thwarted by inventory loading issues, and messages advising to try again later." --> This sounds like you have been experiencing technical difficulties on your end. We will do everything in our power to provide our service, but we do recommend a quality internet connection and device in order to navigate smoothly when utilizing the services.

  In summary, these are resolvable issues, and we do not find there to have been any actual issue with the delivery of services and benefits as they were explained and advertised.

  A manager will be emailing and calling again to offer assistance and support.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Joined this business 4/8/24.gave ****** deposit tried to call them to activate the Hawaii trip and every time we called they kept telling us they couldn't help us so they gave us a different numbers called have a total of 24 different numbers we called and received no help we have left messages and no return call from them we called our credit card company and had charges disputed and card turned off.this is no way to operate a business

  Business response

  03/18/2024

  Aloha,

  We received a voicemail from you on Friday. Our member services team attempted to call you back today (Monday), and left a message. Please call us back or feel free to email ************************************************** at your convenience to utilize and book your gifts. Thanks!

  Customer response

  03/21/2024

   
  Complaint: 21440538
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello so yesterday I purchased a membership with Aloha Hawaii tours and I was upset with the membership I am finding some properties and even activities that are cheaper elsewhere. The flights arent on the site were you book everything else. And I called back today to cancel and was told its final sale which was never mentioned to me I thought I would be able to cancel if less then 24 hours. I just want to cancel this membership.

  Business response

  04/03/2024

  Aloha,

  This issue was resolved in a satisfactory resolution directly with the customer. 

  Business response

  04/03/2024

  Spoke with ********* 3/14/24
  Informed that per contract ASF therefore we are unable to cxl or refund
  Went over all gift certs in detail and advised on how to activate and redeem
  Added email to *** flight account and emailed last email. Confirmed receipt while on call. Advised on how our flight services work.
  Mbr stated that he is experiencing financial difficulties due to family matters at this time, NO actual issue with service. Member accepted offer to delay start or repayments for 2 months and has NOT started payments yet.

*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. ↩