ComplaintsforBob Rogers Travel

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $265 on Sep 15 2023 for a travel organized by our middle school's band teacher to a trip to ***********. Post payment we found that the school didn't comprehend other conflicts and we had to cancel it but we never received a refund. I was penalized for a mistake done by the school.

  

  Business response

  02/05/2024

  Hello,

  The traveler declined insurance and on September 3, 2023 signed the *** Payments Agreement that states we cannot issue refunds without insurance. For this reason, we are unable to issue any refund. 

  Customer response

  02/06/2024

   
  Complaint: 21244773
  
  I am rejecting this response because the cancellation was made within 20 days of the 1st payment and well in advance of the trip, nearly 5 months ahead of the trip. At a minimum partial refund should be issued. 
  
  Sincerely,
  
  ***************************************

  

  Business response

  02/06/2024

  Per the signed agreement, Bob Rogers Travel cannot offer you a refund without insurance which was declined. 

  Customer response

  02/06/2024

   
  Complaint: 21244773
  
  I am rejecting this response because you have accepted another student at ************** and have also collected full fee from them, essentially twice the income from one spot. So, your business practice is unfair and unethical.
  
  Sincerely,
  
  ***************************************

  

  Business response

  02/19/2024

  The traveler declined insurance. On September 3, 2023 the *** Payments Agreement was signed that specifically states we cannot issue refunds without insurance. For this reason, we are unable to issue any refund. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son *************************** signed up for an high school orchestra class trip to *******. My wife ************************* made the arrangements for payment. We made payments towards the trip. He now has a scheduling conflict with his current college course schedule. He his enrolled at a local technical college while still in high school.He is no longer able to go on the trip, because of the class schedule conflict. We had purchased insurance to protect us from this situation. Bob Rogers Travel is refusing a refund. We paid for services that have not yet been rendered, as the trip has yet to take place. We are looking for a refund and would appreciate any help we can get.Thank you,***********************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter was supposed to travel to ****** with the band in March of 2020. I paid $1100 total to ************'s Travel for this trip. ****** was shut down in March of 2020 due to covid. The band was given the option to reschedule the trip to the following year using the money's already paid, plus any increase in rates. However, my daughter graduated that spring and as such, she was no longer a student at the school the following year. We, the parents were advised that this money could be rolled over to another traveler. Fast forward to present day, my son will be traveling to ********* with the choir spring ****. The company is refusing to transfer the funds to the new trip, citing that they cannot because the ****** trip was already archived. So essentially the company is keeping my $1100 and rendering no service for it. I NEED the $1100 back, or the amount rolled over to my new traveler. I simply cannot afford to give away $1100.

  

  Business response

  10/02/2023

  Hello! 

  Thank you for reaching out. *****, our Director of Client Operations, will be reaching out to you to soon.

  Thanks!
  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $725 to bob rogers travel towards my son *********************** trip to ************* with ******** school...$50 of that was for ********* insurance on trip. I decided to cancel 2 months prior due to my sons increased anxiety he began having this school year. I felt it was best to stay home from the trip without a parent going.I sent the request to cancel to bob rogers travel march 20, 2023. 2 months befofe trip. I asked for refund or atleast partial refund. I sent them documents and doctors note and files a claim with trip mate insurance for refund. *** rogers and tdip mate refuse togive refund. **** matr said my son had to be hospigalized to be considered for a refund. That was not told to me when i booked the trip. I was told doctors form staing the issue. And thats what i submitted. Never have i booked a trip with no refund policy. Trips ha e atleast a partial refund policy. Refund less the cliser it gets to the trip usually.

  

  Business response

  07/07/2023

  
  We have already been in contact with this person. ******** denied her claim because she didn't have the proper documentation/qualifying event. I encourage her to reach out to the last BRT representative she was talking to if she has any additional questions. 
   
  Thank you!
  ******

  Customer response

  07/10/2023

   
  Complaint: 20159047
  
  I am rejecting this response because:

  I have contacted both bob rogers travel and trip mate regatding my claim about a refund. Both keeps referring me to the other saying its not their choice. ******* wants to refund and blames the other. I canceled in plenty of time before the trip (2 months before)

  I purchased trip insurance when booked the trip plus i had a note filled out from doctor about my sons anxiety.

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

  

  Business response

  07/12/2023

  Unfortunately there is nothing Bob Rogers Travel can do at this point in regard to this complaint. ********* needs to follow up with this client if they haven't already done so.

  Customer response

  07/18/2023

   
  Complaint: 20159047
  
  I am rejecting this response because:

  Unfortunatley ********* is saying its *** Rogers decision. Neither company wants to deal with this. They are passing it back and forth and making excuses. Terrible customer service. TO have zero cancellation policy yet bribe customers to "BUY" trip insurance is fraud. 

  And *** Rogers is the travel company so it should be there responsibilty.

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

  

  Business response

  08/10/2023

  Hello,

  Please contact *************************, Director of Operations, at ********************* to discuss this further.

  Customer response

  08/16/2023

   
  Complaint: 20159047
  
  I am rejecting this response because:

  Am i supposed to call the person (*************************?) . I did talk to several people about this at *** Rogers. Thee keep pushing the responsibilty on the insurance company-*********. and the insurance company puts it back to BOB Rogers Travel *** to resolve this. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/18/2023

  Yes, call ****. He works for Bob Rogers Travel as the Director of Operations and will sort this out with you.

  Customer response

  08/23/2023

   
  Complaint: 20159047
  
  I am rejecting this response because:

  I have spoke to a couple different people/supervisors at *** Rogers. I am told to contact *********.  I also have emailed several people at *** Rogers.. They should of forwarded all emails to **** by now. Can they forward all my emails etc to him? That way he has all the information from the beginning. They should of contacted him to begin with when I first contacted them. I will also try to find his email on their website. **********************;
  
  Sincerely,
  
  ***********************

  

  Business response

  08/24/2023

  Yes, he should receive your information. His email is on our website, Bobrogerstravel.com.

  Customer response

  08/27/2023

   
  Complaint: 20159047
  
  I emailed **** at *** Rogers. 
  
  ***********************

  

  Business response

  08/30/2023

  Thank you for letting us know. Please use that email for all future conversation regarding this issue. 

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wouldnt even bother with using this company. Unfortunately in order to go on the school trip, which is for a class, you have to use them. Normally I wouldnt purchase insurance for a trip (insurance for something like this is a scam anyway), but I did because of COVID. The trip was supposed to be in the spring of my daughters Junior year but it got pushed back to her Senior year. We had already made payments for it and weve made a payment this year as well, however my Daughter is now graduating early and will no longer be attending the school to go on the school trip. I explained this to an agent who called me and he completely understood my position on getting a refund, however the company wont budge on their policy, and you had to have purchased a different type of insurance for situations like this, its not covered in the standard protection. Which is a scam in itself. The rest of my family has booked time for the same trip through a different agency and our money is still refundable. As a business owner myself I understand the hassle with providing refunds for services rendered but I still consider it on a case by case basis, especially now with how hard everybodys lives have become. $400 is not going to break the bank for this company, but it could seriously hurt one of their customers financially. Regardless of policy, I cant support a company that doesnt put their customers first and would rather spend their time arguing through email about insurance policies.

  

  Business response

  11/30/2021

  We are sorry that this traveler is not able to join us on their group's upcoming trip. Due to the unique nature of group travel, we are not able to offer refunds for cancelled travelers. This policy is clearly stated in the terms and conditions which were agreed to at the time of trip registration. For this reason, we offer third-party travel protection, including the option to purchase an enhanced policy with a Cancel For Any Reason provision. Typically, travelers must purchase the Cancel For Any Reason Policy within 20 days of their initial deposit. However, as a courtesy to this group, travelers were given a second opportunity to purchase this insurance. However, the insurance was declined by the traveler both times. For all of these reasons, we are not able to offer an exception to our refunds policy. 

*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. ↩