ComplaintsforEF Educational Tours

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $2939 for a upcoming trip and they want to refund me $469.50

  

  Business response

  02/28/2024

  Thank you for reaching out. We are sorry that ***** is no longer traveling with us. At the time of cancellation, depending on how close to departure, there are cancellation fees withheld. You can find our cancellation policy below. Additionally, they are written in our Booking Conditions which you can find at www.eftours.com/bc. There terms were signed electronically upon enrolling ***** on 3/23/2023. ***** was cancelled on 2/15/24 due to unpaid balance. We sent numerous reminders and invoices via email, text, and call the week of 2/12/24 to ensure *****'s account could get in good standing. Standard cancellation policy applies, and no exceptions will be made.

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued

  Customer response

  03/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Vincia

  I was notified in December that the balance on the account was due, and I should contact the customer support team. On January 3rd after receiving a text (see photo 1.) from the company, I called and spoke to a representative (see photo 2.). That representative told me that he would change my status from "manual" (see photo 3.) payments to automatic payments which would give me until April to make my payments. He then informed me that he will remove a $100 late fee that was recently added to the account (no photo provided), and the $50 manual fee now that he has changed my status (see photo 4.). As you can see in photograph "4. Payment Screenshot 2" that $50 payment is no longer on my account.

   

  

  Business response

  03/04/2024

  Thank you for reaching out. The phone conversation you're referring to was on 1/3/2024 with one of our Traveler Support Specialists. The notes explain that you called regarding your invoices. Our Traveler Support Specialist explained that you needed to pay the balance or set up the automatic payment plan to ensure the account would not be cancelled. You did not set up automatic payments on that call as you did not have a payment method handy. The specialist sent you a link to set it up. The $100 was waived, however since the automatic payment plan was not set up, *****'s account was at risk. From 2/9-2/15, we tried to reach you to get your account up to date and we did not hear from you until 2/20 after the account was cancelled. 

  Customer response

  03/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Vincia

  The registration done on March 23rd, 2023 (photo 1 & 2) had no link or information about "EF's Standard Cancellation Policy". I also checked ever link on the website and there's no mention of the policy EF Tours provide.

  As mentioned before, I recall the representative stating that he will change my payment status. I then went forward with making a payment January 20th (photo 3). And as I did from time to time, I went online seeking the payment date, on February 12th (photo 4) I took a screenshot of me seeking help/ directions through the online chat.

  On February 25th, went to make my final payment to discover that the entire information about the tour was gone. That is when I called on February 27th.

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My child was scheduled for a trip this summer to ****. Due to a court order, she is unable to go anymore. I called to cancel and was told it was $750 in fees. I asked to speak with a supervisor, the person told me we dont do that, there is nobody higher than me you can speak with. When I asked how to escalate in general, they repeated themselves. I said, that cannot be true, there has to be someone I can speak with, they hung up on me. After I wasted 45 minutes on hold. I tried calling back in, I cannot get a hold of anyone. I asked for this to be canceled, and its not. This is a scam to try to delay to 110 days so you get more money BEWARE. THIS IS A SCAM ORGANIZATION.

  

  Business response

  02/28/2024

  Thank you for reaching out. We're sorry to hear that ******* may no longer be able to travel with us. You can find our standard cancellation policy, agreed to upon enrollment, at www.eftours.com/bc. I have also included it below. Standard cancellation fees are assessed to all travelers needing to cancel, regardless of reason, due to financial investment made into each traveler's tour. *******'s tour is currently 124 days prior to departure. There are 14 days until the fees increase. You can call us at ************ to process the cancellation. Should you need to speak to a manager, you can email ********************** however exceptions to our policy will not be made. 

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued

  Customer response

  02/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The respondent is not address anything I spoke of. I absolutely need to speak with someone in leadership regarding this issue the fees quoted are SIGNIFICANTLY higher and this response. Also, they agent hung up on me when I asked for an escalation pathway 

  This is unacceptable as I need help canceling and to speak with someone regarding the fees 

   

  the agents in the phone have hung up and lied and refused to cancel when I told them I needed to cancel  

   

  HELP!! 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  02/29/2024

  Thank you for reaching out. The fees quoted to you on 2/27/2024 were 149 to 110 days prior to departure: Full refund less the $95 non-refundable enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee which is our standard cancellation policy. Should you need to speak to a manager, please email ********************** A Traveler Support manager will assist.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter and I took a tour through EF Tours in July 2023. Our very first flight was cancelled and we ended up driving three hours to the next airport to get the second flight to our destination. EF Tours told us we would be refunded the cost of the cancelled flight. The airline refunded the cost to EF Tours. EF Tours has not refunded the cost to us. They keep telling me to file an insurance claim. Our tour consultant will not return emails and ghosted us after we made the final payment just prior to the tour. I mailed a formal letter of complaint requesting a refund, which has not even been acknowledged. We ended up with three flights cancelled on this trip, with no help provided by EF Tours to help us get rebooked to actually get to our destination or to get home. Federal law requires the airline to refund the full costs of a flight when it is cancelled. EF Tours has kept that refund!

  

  Business response

  03/13/2024

  Thank you for reaching out. I am sorry to hear about your flight delay experience. After reviewing your account, I see you have been in contact with ****** on the Traveler Support Team.  Since all flight reservations are coordinated directly between EFs Travel Team and the airline, there is generally no credit available to the individual traveler due to flight delay or cancellation from EF directly. We can further assist if you are able to forward written communication from the airline that they have already paid EF your available refund. That written communication also needs a specific quoted amount in order for **************** to look into it further. Additionally, I know ****** discussed the insurance claims process in more detail and that the Flight Delay Letter is also needed to prove the delay. Please let us know if you need any additional support by responding to ****** directly. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We enrolled our son in an EF Educational Tours trip to ******* and *********** on June 27 2023. We paid the $95 non refundable deposit (we do not expect that back). We also paid $190 for the ************************************* and $3008 (to date) in payments towards the trip. We were notified on Feb 8 2024 that other students had dropped out of the trip and it no longer met the minimum number of attendees so the sponsor (his HS teacher) and EF Tours were canceling the trip. He was given the option of joining other trips (that conflict with other obligations) or "refund options". We are pursuing the refund option but EF Tours informed us there is a $500 cancelation fee and the Insurance is also non-refundable. We did not cancel this trip nor contribute to the cancelation cause. Also noting the cancelation fee increased from $300 toi $500 on Feb 5 and we were notified on Feb 8. This is in violation of Chapter 93A consumer protection . . . is a broad consumer protection statute that provides a private cause of action for a consumer who has been injured,' . . . by unfair or deceptive acts or practices in the conduct of any trade or commerce.' ******* **********************, Inc.,865 F.3d 1, 6 (1st Cir. 2017) (quoting *********. L. c. 93A 9(1), 2(a)) (internal citations omitted)********. EF Educ. First Int'l, 21-cv-10643-DJC, 4 (D. Mass. Mar. 3, 2022)We are seeking a refund of $3144 (The $3239 we have paid for the trip and their "insurance" minus the $95 deposit.Their business practices are unfair, deceptive, lack integrity and unethical.

  

  Business response

  02/27/2024

  Thank you for reaching out. We are sorry to hear that ******* tour is not departing as planned. EF's priority is to offer an educational travel opportunity like the one you enrolled your student on, even if the tour you originally signed up for is not happening. Group Leaders can cancel tours at any time and travelers are subject to standard cancellation policy as EF makes financial investments into the tour. You can find this in our Booking Conditions at www.eftours.com/bc. After reviewing your account, I see that you have spoken to *****, your Group Leader's Experience Specialist, and have been offered other tour options and an amended cancellation option (backdated to the previous cancellation bracket). We're sorry that the other trip options do not work for ***** or your family's schedule. Your refund is in process now. If you have additional questions, please reach us at ************.

  Customer response

  02/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not understand what financial investment has been made to this point.  Departure and return dates for the trip had not been set yet indicating that flight and hotels had not been booked.  Even if they had, I am sure EF themselves has some period of time to cancel those without penalty. I also note there is zero benefit to us for having purchased the insurance and zero exposure to EF related to the insurance.  In hindsight, I made a mistake by purchasing the insurance as advised by EF as EF allows purchase of the insurance up to the time of departure and as I have received zero protection from the insurance for the cancelation.  As such, this has resulted in $190 pure profit for EF by me purchasing early. Upon further consideration, any purchase of the insurance prior to departure is unnecessary and as in this case punitive to the buyer. 

  I acknowledge the $95 non-refundable deposit but given the circumstances of no definitive dates or bookings made at this time, find the $300 as well as the $190 (no benefit) insurance penalties as unacceptable. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  02/27/2024

  Thank you for your feedback. EF begins making financial investments into your tour upon enrollment. This includes group space on flights for requested dates, hotel accommodations, entrance fees, tour director, etc. Although it is far out, group travel requires months, and even years of planning to ensure we offer the best educational travel experience possible at the best price. In regards to the insurance, the policy is purchased in the traveler's name once the funds are paid to EF. We purchase the policy through a third party insurance company. This coverage has been protecting ***** for individual cancellation due to emergency reasons since the policy was purchased. That cost becomes non-refundable once coverage starts. You can find the fill policy here: ***************************************************************************************************;

  Customer response

  03/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please let me demonstrate exactly what costs EF and the insurance company have incurred to date. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been an on going issue for 4 years. EF educational tours refuses to refund me my money despite them telling me at the beginning that is nothing worked out I would be able to get it back in a voucher or my original payment method. Their poor organization forced me to cancel my trip because the plane tickets were getting too expensive. They told me that if I canceled I would be able to receive my money back on the voucher, which couldnt be further from the truth. Now they say that the money I have in my voucher is much less than what I originally had.

  

  Business response

  02/22/2024

  Thank you for reaching out. I'm sorry that your Educational Tour did not depart as planned. After reviewing your account, I see that the Future Travel Voucher was redeemed towards our EF ****************************** Should you have questions regarding this you can reach them at **********.

  Customer response

  02/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Francisco

   

   

  Customer response

  03/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is the second time a file a complain, ef education is trying to scam me out of $3400 minimum due to an issue that has been ongoing for almost 4 years. We will take legal action if needed to because more than $3000 cannot vanish. They originally claimed that the voucher that was given to me can be used towards education or a tour. When they did not properly manage their accommodation for one of my trips I was forced to cancel due to their poor management. $3000 is a lot of money and its ridiculous that no one can help me with anything. I keep getting the runaround saying that I have $1200 that I could use when I payed more than that. Then theyre telling me that I can only use that money for education when thats not what I was originally told. 

  

  Business response

  03/05/2024

  After reviewing your account, your Future Travel Voucher from *********'s original EF Educational Tour was applied to EF **************************** The Future Travel Voucher was fully transferrable between people and EF programs. Since you redeemed your voucher towards another EF Program, Educational Tours no longer has those funds. Should you have questions or concerns regarding the ***************************** account, please reach out to **********.

  Customer response

  03/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Francisco

   

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation to do an ***** Wine Excursion tour in September of 2025. Due to personal reasons, I need to cancel this tour. EF does not make it easy to cancel tours so I thought I would contact you to cancel the tour on my behalf.

  

  Business response

  02/22/2024

  Thank you for reaching out. I am unable to locate you in our Educational Tours system. Are you traveling with *********** Tours? If so, you can call to cancel with them at **************.
  

• Initial Complaint

  02/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2023, I paid the company over $2000 for a trip for my daughter. Nearly six months before the trip, our school canceled the trip because there were too few students attending. I called EF tours and explained the situation. I was told there would be a cancellation fee but my funds would be returned electronically. After four weeks I contacted them again. I was told that it usually takes 4 to 6 weeks for a refund, theyre using a new system and are short staffed. The agent said I could call after 6 weeks; they are asking for ****** I called again at 6 weeks. ********* stated that it takes 4-6 weeks. I explained it was past that; when my payments were made they were processed in days. I would like a reduction of the cancellation fees or they should be waived. ********* said I would receive my refund by the end of the week. That is untrue; I still have not received the refund.

  

  Business response

  02/27/2024

  Thank you for reaching out. We're sorry to hear that Asia will no longer be traveling with us. We apologize for the delay in your refund. I see that you were working with ********* and to expedite the refund, she transferred all funds from Asia's international tour to Asia's domestic tour, therefore allowing an electronic refund to your checking account on file. This was processed on 2/22/24. You should see those funds within 3-10 business days from that date. If you have any other questions, please reach out to us at ************.

  Customer response

  02/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am beyond livid and will be taking full legal action against EF ultimate break if they refuse to mke this right. I booked two back to back trips with EF; castles, coasts, and croissants and one ***************** escape tour. The description for ******** was misleading so upon discussion with EF they switched me to their ireland tour. A month goes by and they email me and say they cancelled the ireland tour and after a back and forth they agree to apply the money I paid towards Ireland to my Castles, coasts, and croissants ****** tour. Now I get another email months later saying that THAT tour is cancelled and they are refusing to issue me a full refund, offering only a travel voucher for a company I no longer trust or wish to use. They are claiming because I switched from the original ******* and ******** trip to the ireland trip they do not owe me a refund except that has NOTHING TO DO with the completely independently booked ****** tour that I never altered in ANY way and booked directly on the website. The ONLY connected between the two trips is that EF cancelled both! I have already spent thousands on airfare and I am beyond livid and this disgusting, slimy scam practices. This is illegal, predatory behavior.

  

  Business response

  02/26/2024

  Hi *******, Thank you for your message and I apologize that this experience has not been smooth. I believe you're already chatted with one of our Team Leads to clear up this confusion. You are in fact entitled to a full refund because we cancelled your tour and that refund has been submitted for processing. Please reach out if you have any further questions.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were told by the organizer of the trip that we could get our money back if we cancelled for any reasons. We just needed to purchase the insurance. The insurance was purchased but the company now says that is not what the insurance is for and does not cover cancellation of a trip. The organizers on our side of the tour are also saying we can get our money back as long as we cancel within 45 days of the trip. EF adventure tours continuously falsely advertises and takes money from consumers without for disclosure. They have stated that they will refund our money except for $500. They have yet to pay us anything but I feel we are owed all that we paid since we were told more than once by more than one person we would get our money back.

  

  Business response

  02/24/2024

  Hello,
  
  Im sorry your student wasnt able to travel with us. Our cancellation fees outlined in our booking conditions are built such that they increase as we get closer to tour. This is because as we get closer to tour,more costs have been incurred in our booking process. Our fees involve many factors, including allowing EF Explore America to partially cover costs related to certain non-refundable payments to suppliers which in the case of group travel are booked months if not years in advance. This also takes into consideration the work that our staff has put into the sourcing and contracting, the consulting, and the booking work that is required to make your tour come to fruition.
  
  The Travel Protection Plan allows you to file a claim for the cancellation fee incurred. You can review the benefits of the plan here: ******************************************************************************************
  
  Please note, EF does not play a role in claim decisions. 

  Customer response

  03/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Absolutely nothing has been done with this tour to arrange for the trip.  Also the cancellation was made over 90 days before the trip.  All documentation on your website talks about cancellations within 45 days.  We paid for the cancellation insurance, at least thats what we were told we were paying for, in case we had to back out of the trip.  Again your coordinator employed by EF Educational tours is the one that provided the information about the ability to cancel.  Along with the coordinator on the side of the school.  I have no problem with Ef educational tours holding back a reasonable cancellation fee.  $500 is not reasonable.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Adric

   

   

  

  Business response

  03/11/2024

  Hello,
  
  All cancellations are cancelled under EFs Standard cancellation policy which is agreed to upon enrollment. Your cancellation was made with these terms which you can find here: ******************************************************************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 30th, 2023, an account was opened with EF Educational Tours under my name without my knowledge or consent. A payment was made at that time from our son ******'s mother's bank account in the amount of $95.00 for the registration fee for a ************* Trip to ***** tentatively scheduled for end of June/early July 2024. ******'s mother has since become ill, and we have run into financial difficulties. As such, we notified EF Educational Tours in writing on January 29th that ****** would no longer be able to participate in this trip. This notice of cancellation was provided in writing via an email sent from our email address registered with our EF Educational Tours account. We requested a refund of the $95.00 registration fee. The response we received was that they could only cancel via phone as they would need to confirm our payment information in order to process a refund. We further researched this company online and found that they have a very negative track record of deceptive practices and of not providing refunds.They are insisting on a phone call. However, we are insisting on written documentation of the cancelation and refund.We are, therefore, filing this complaint and requesting your assistance. An acceptable resolution would be for EF Educational Tours to mail us a refund check to our address on file in a timely manner and provide tracking information for that mailing.Thank you for your assistance in this matter.

  

  Business response

  02/13/2024

  Thank you for reaching out. We are sorry to hear you are looking to cancel ******. Our standard cancellation policy can be found in our Booking Conditions which were signed upon enrolling ****** on 12/30/23. You can also find them at www.eftours.com/bc. The $95 enrollment fee is always non-refundable and there are cancellation fees assessed at the time of cancellation, and the amount withheld depends on how close the tour is to departure. At the time of enrollment, the Automatic Payment Plan was set up on 12/30/23 for monthly payments beginning 1/26/24. All cancellations must be processed over the phone. You can find our cancellation policy below:

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  Depending on the reason for cancellation, you may be able to file a claim as ****** is covered by the Global Travel Protection Plan. To discuss ******'s account, please call at ************.

  Customer response

  02/23/2024

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  As noted in my complaint, I did not personally open the EF Educational Tours account. It was opened in my name without my knowledge or consent, and therefore I never agreed to any of the cancellation/refund policies therein. 
  The initial $95.00 payment to hold a spot for our son ****** was made from his mother's bank account, and I was also unaware of it at the time. 
  As we gave EF Educational Tours written legal notice of cancellation from the email address on file with their company, on January 29th, with 30days, and the trip and trip dates were still tentative and not even confirmed at that time, it is only fair that they refund our $95.00 to hold ******"s spot which was not confirmed or booked. 
  We will obviously not be paying any additional ridiculous and predatory cancellation fees for a trip which still had a tentative schedule and was not booked at the time when we gave notice of cancellation. 
  Which again, was within 30 days of holding a spot, and due to unforeseeable medical reasons. 
  Furthermore, after reading into EF Educational Tours reviews, and the colossal number of complaints from customers who booked tours with them, it is apparent that this company has a track record of unfair and deceptive business practices. They have repeatedly cancelled booked trips at anytime and for any reason, and refused to refund the money paid for that trip to the customers. 
  They will only issue a voucher with a short expiration date, even for trips which EF Tours cancel themselves. That is outrageous and should be further investigated as it infringes on customer protection laws that prevent fraud, deception, and unfair business practices. 
  Why would anyone ever want to book a tour for their child with such an unethical company? Shame on EF Educational Tours. 
  We are still requesting and would appreciate our $95.00 refunded to us promptly by check mailed to us, with a tracking number, as a fair resolution.
  Thank you to the Better Business Bureau for your assistance in attempting to obtain a fair resolution from EF Educational Tours.
  
  

  

  Business response

  02/27/2024

  Thank you for reaching out. Upon enrollment, the Booking Conditions must be signed and it is assumed that the person signing the terms is representing themselves truthfully, as it is an electronic signature. ****** was enrolled on 12/30/23 and the $95 deposit was paid. Additionally, the automatic payment plan was activated for payments to begin drafting 1/25/24 on a monthly cadence. The Cuisine and Culture in Northern Italy tour is confirmed and ****** is still enrolled. Should you need to cancel please call us at ************. Currently the tour is 115 days from departure. All travelers are held to the same cancellation fees, regardless of reason, and no exceptions will be made.

  EFs Standard Cancellation Policy
  150 days or more prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $300 cancellation fee.
  149 to 110 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and a $500 cancellation fee.
  109 to 45 days prior to departure: Full refund less the $95 non-refundable
  enrollment fee, all Non-Refundable Fees, and 50% of the program price.
  44 days or less prior to departure: No refund will be issued.

  Customer response

  03/08/2024

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Our son ****** will not be participating in this trip.

  Your assumption is incorrect; as noted in our previous correspondences, I did not personally open an account with your company, nor did I sign your contract. 
  As such, any contract, and terms you are referring to, is null and void. 

  I have notfied you multiple times that I never signed your contract nor did I authorize our son ****** to participate in this trip.

  Furthermore, written legal notice of cancellation was given to your company within 30 days via email, of which we have a copy. 
  We also have a copy of your initial responses to that email informing us to call your customer service line, as you needed to confirm our bank account information in order to provide the $95.00 refund we requested.
  Your email was obviously deceptive, as you have thus far refused to refund this amount, and attempted to illegally withdraw additional funds from an account that does not belong to me.

  The manner in which you have addressed this matter corroborates the multitude of complaints filed against your company. 

  EF Educational Tours has a clear pattern of unfair and deceptive trade practices and should be investigated and sanctioned by the FTC. 
  

*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. ↩