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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/19/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
My daughter was scheduled to go on a ***** trip with this company this summer. Unfortunately, due to her getting sick she is no longer able to travel to *****. I cancelled her trip on 2/20/24. Its 3/19/24 and no refund. When I cancelled her trip the representative didnt even request a refund. Therefore when I messaged on 3/14/24 they had to do a refund request. When I called today I was told that it would take 4-6 weeks from the time of the request. So pretty much they are holding my money for 3 months but oh if I wanted to cancel the refund request and put in an expedited request that it would take a month. I just want my money back. Theres no reason that I (the consumer) should be punished because your representative didnt do their job the correct way.Business response
03/21/2024
Hi there, thank you for reaching out. We apologize for the delay in your refund due to user error. We may be able to expedite your refund given the delay. Please call us at ************ to discuss potential options. If not, your refund in queued up to be processed within the next 4-5 weeks given the standard refund timeline from time of request. Again, I apologize for the inconvenience.Customer response
03/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************************Initial Complaint
03/18/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Resolved
We booked a trip for our daughter with EF tours offered through her school and a teacher, who is the leader. Recent events in ******* and the current state of emergencies currently in ******* put into question whether the trip would be taking place or would need to be moved to another location. The trip is to take place April *****. ******* just extended their state of emergency for another 30 days on March 7. Since we are no longer comfortable sending our child to an area with an increase in civil unrest and under a state of emergency, we asked to be switched to another trip our school leader has planned in June 2024. Our school leader said he also reached out to senior leadership at EF to get our trip switched and was confident he could do so. EF denied all of our requests and said we either have to send our daughter on this trip or forfeit all of our trip costs. We cant in good conscience send our child to a place that is not currently as safe as when we booked the trip. Please help in getting our childs trip changed or a refund if not willing to make a switch. Her trip #: 6357636-02Business response
03/20/2024
Thank you for reaching out! After reviewing ******'s account I see that you have been speaking to Traveler Support Manager, ******, and your inquiry has been resolved. If you have any additional questions, please reach out to ****** directly.Customer response
03/22/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
03/08/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
Hello, on March 2 I reached out to EF Ultimate Break to apply a $200 promo code (Group200) to my account. The customer service representative said my ********************** was eligible and applied the code. The credit was applied to my account. Then, without notice the promo code was removed. I received no communication from the company. When I reached out to resolve this, they said the employee shouldn't have applied this and therefore they removed the credit. This is an employee error and training mistake. I have multiple screenshots with my communication with the company where the credit was removed. I should not be penalized for their errors. They have already made multiple updates to the itinerary for this trip which was frustrating enough. I would have not spent thousands of dollars on the trip had I known about the terrible customer service and ***************************** of this organization. As applying the $200 promo was an employee mistake, done without any coercion on my part, I believe this should be honored.Business response
03/12/2024
Hello and thank you for your response. I apologize that this situation has been less than ideal. I see that you have talked to one of our team leads today to go over the situation and to review your options. If you have further questions, please call us and we'd be happy to discuss over the phone.Initial Complaint
03/06/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
We bought this educational trip for our daughter to go to **** with the rest of her school group, The trip was cancelled due to riots in that country. The trip kept getting postponed and eventually was cancelled. I understand that the riots is not the tours companies fault but it is not our fault either they should do the correct thing and give us a refund. I am trying to obtain a refund for the $3,975.00 but the company is refusing to refund any money back they want us to find someone to transfer/sale the voucher to. Word of mouth travels fast in our small town and no one wants to buy this voucher from us. My daughter is now attending college, she would greatly appreciate this refund. I have tried several times to reach out to a company representative and explain situation why we are requesting a refund but there has been no one to help us with it. I would really advice all families to look into this company's' policies before buying or booking any of their tours. They do not care about families or customer care.Business response
03/07/2024
Thank you for reaching out. We are sorry to hear that **** was unable to travel to ******* as originally planned. Our number one priority is safety and we are committed to offering an educational travel experience like the one you originally signed your student up for. Given the unfortunate circumstance of having to cancel the tour so close to departure, and EF not able to recoup any funds from the tour, we offered a Future Travel Voucher to be used towards any future travel program with EF. The voucher is fully transferable and non-refundable. You can find our Peace of Mind Policy in the Booking Conditions, that were signed upon enrollment, that discusses these terms. No exceptions will be made. We have incredible tours all over the world through EF Ultimate Break that **** can redeem her voucher towards. Please look through their tours here: www.efultimatebreak.com.
Initial Complaint
02/29/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
i paid for my sons EF education tour in full $4968 having been pressured to do so quickly or lose a limited spot. i did on the basis that they offered a full 14 day money back guarantee. subsequently i could not get details of whether there was space for my wife and myself and no guarantee regarding direct flights, so i cancelled within the 14 days. i was told i would get my refund but it would *********** weeks. it seems predatory business practice to pressure to sign up and pay with a 14 day money back guarantee only to hold onto my money (which i will have to pay credit card interest on) for 6 weeks.Business response
02/29/2024
Thank you for reaching out. Our 14 day risk free enrollment period is available to those who either pay in full upon enrollment or set up the automatic payment plan. I'm sorry to hear that your student will no longer be traveling with us. Your full refund, per the risk free enrollment period, has been requested and our standard refund timeline is 4-6 weeks. You can find this information written in our Booking Conditions here: www.eftours.com/bc. Refunds are processed in the order they are received.Customer response
02/29/2024
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.
Holding onto my $4968 for up to 6 weeks is simply too long and excessive. it is inappropriate to pressure full rapid payment to secure a limited place and then *********** weeks to issue a refund.
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
03/04/2024
Our refund timeline of 4-6 weeks allows ample time in the window, should the refund method be a check instead of an electronic refund, depending on the account and circumstance. You paid the full amount with credit card and if you are eligible for an electronic refund, you will receive an email confirming the payment method the refund is being returned to. In that same email, you can opt for a check refund, which some travelers, or account holders, prefer. Your refund was requested on 2/29/24 and you can except that email communication within the next 1-2 weeks, and see your refund shortly after depending on the refund type (electronic or check).Initial Complaint
02/27/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
I paid $2939 for a upcoming trip and they want to refund me $469.50Business 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 issuedCustomer 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:
- Problems with Product/Service
- Status:
- Answered
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 issuedCustomer 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
02/21/2024
- Complaint Type:
- Problems with Product/Service
- Status:
- Answered
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:
- Problems with Product/Service
- Status:
- Answered
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:
- Problems with Product/Service
- Status:
- Answered
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 **************.
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Contact Information
Business hours
Today,8:00 AM - 9:00 PM
MMonday | 8:00 AM - 9:00 PM |
---|---|
TTuesday | 8:00 AM - 9:00 PM |
WWednesday | 8:00 AM - 9:00 PM |
ThThursday | 8:00 AM - 9:00 PM |
FFriday | 8:00 AM - 5:30 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
338 total complaints in the last 3 years.
136 complaints closed in the last 12 months.