Complaints
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/26/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I attended a Travel Club Presentation at a Las Vegas Embassy Suites on 9/29/2021. This presentation was put on by Tripps Plus of Las Vegas, NV. We have found through months of attempts that what was presented to us is not available to us through this program. The deep discounts for a variety of travel products that were indicated during Tripps Plus presentation are simply not as available nor as abundant for multiple dates. Because we own Wyndham and RCI memberships we were told by Tripps Plus Representative *************************** that we could find a weekly stay for a cheaper rate than our yearly maintenance fees. *************************** even showed us Timeshare Property Books for Wyndham and RCI. He said these "Timeshare Trading Companies" make their inventory available to Tripps Plus because the timeshare properties deliberately make available more than 50% of their weeks for cash business. It is apparent to us on the website that the properties we own, in many cases are not the same as those that they have. Due to Breach of Contract We DEMAND A REFUND of our $8,995.00 TrippsPlus Member ID *******Business Response
Date: 10/18/2022
Attn BBB and Consumer,
We have read the consumer's issues. It appears there was a misunderstanding when the consumer purchased their Travel License Agreement with our company back in September 2021. The consumer makes it sound as if we guarantee we can get consumers into the same timeshare they own at a specific price. I have never heard our Sales Manager ******** make this verbal promise. It's true in many cases we can get a member access to the timeshare they own for less than they pay in maintenance fees, but this is not 100% guaranteed. Page 3 of the contract signed by the consumer reads condo rentals are on a first come first served basis, and are subject to availability. The same page shows the average price for condo weeks is from $369-899, but some units based on location, unit size can cost more. Again, there is no guarantee we can get someone into one particular timeshare unit. If the consumer felt strongly about this subject, they should have received something in writing from our company promising them access to a particular timeshare for a particular price. Without any written proof, there isn't anything we can do about this allegation. There is a question the Consumer is asked in writing during the contract process: "Has everything that was promised been documented?" The Consumer initialed Yes. We include this statement because of instances like this where the Consumer says one thing but our contract says something else. The Sales Manager said he did not guarantee availability at any specific resort.
Our company questions why we did not hear anything about this issue for over a year. It's unusual for a Consumer to let that amount of time pass before addressing an issue with our company. Our customer service department shows no correspondence regarding this issue. In the section Travel Agents note conversations with our members, there is no mention by the Consumer that they are dissatisfied with Condo availability.
The Consumer signed a no rescission contract with our company and services have been rendered. We are under no obligation to offer anything to the Consumer. As a sign of good faith, we are offering a $1,000 partial refund with the Consumer keeping all travel benefits available to them.
Thank You,
Tripps Management
Customer Answer
Date: 10/21/2022
Complaint: 18123587
I am rejecting this response because:What was presented at the sales presentation is not what we have experienced. After almost a year of trying to find some benefit in our $8,995 purchase, it has become apparent to us that what was presented to us is not what we purchased. In regard to ********'s claim to ******* and RCI, that these "Timeshare trading companies" make their inventory available to Tripps Plus because the timeshare properties deliberately make available >50% of their weeks for cash business. I DEMAND A REFUND. Breach of Contract.
Sincerely,
*************************************Business Response
Date: 11/03/2022
We again want to point out what the consumer is claiming regarding timeshare condo accessibility is not found anywhere in our contract signed by the consumer. Any claims the sales manager guaranteed how we gain access to timeshare rental weeks and guaranteed availability are not found anywhere in our contract. If the consumers decision was based on this information, we would think the consumer would have made sure to get this in writing. We asked the consumer in writing in the contract process Has everything promised been documented? The consumer initialed YES.
We will again point out the consumer waited an entire year to bring this issue to our attention. Our customer service department shows no attempts by the consumer to address their concerns. We cannot ***** a full refund under these circumstances, when considering the consumer signed a no rescission contract and waited a year to bring up this issue.
We are willing to make a final offer of a $2,000 partial refund with all travel benefits still being available to the consumer.
Sincerely,
Tripps Management
Customer Answer
Date: 11/07/2022
Complaint: 18123587
I am rejecting this response because: We reject Tripps Managements offer of $2,000 for our $8,995 purchase price which we have received NOTHING, NOT ONE ***** of value from.
We request Tripps Plus Management provide us with a COPY OF THE FULL CONTRACT THAT WE SIGNED.
As to your *************************** not showing any complaints from us the fact is that we experienced issues and made complaints from the beginning. It took your company from Sep 29th, 2021 till Oct 4th, 2021 to straighten out the mistake made on our credit cards the day we purchased,
It was March 7, 2022 before we received login information for our membership. All while repeatedly requesting information that we never received from your company.
We have made repeated phone calls to ****, your Customer Sevice Rep, followed by your ******* trail of phone numbers to call: ************ which was an automated line to reach a concierge/reservations agent. Then ************ which was supposed to be Tripps Travel Network and was a recorded message saying Honey, you have reached *************************** As well as a third number ************ which also was the Honey, you have reached ******************** recording. ************ is supposed to be your **************** line but is actually an Automated Personal Assistant that never results in a call back.
We also have multiple emails to ***********************, who is supposed to be the Tripps Plus Administrator. Jan 24, 2022, when we again asked for login information, we were told that it had been sent and we should contact the concierge at ************, we began to lose hope that this was a legitimatebusiness operating in good faith. We emailed again Jan 28, 2022 and Feb 1,2022. That also resulted in our being told that we must not be receiving all the information that this company was sending us.
It was March 7, 2022 before we received login information and began looking for the 30-60% discounts on hotels, cruises, tour and excursions that *************************** told us at the presentation that we would find,as well as the unlimited weeks at resorts through RCI, II, **** and Hilton starting at $299.
We made every effort to find something of value in our purchase, giving you the benefit of the doubt many, many times. However as we have received NOTHING from our investment and then were billed for $199 and told we were in jeopardy of losing access to your Tripps Plus online travel membership if you do not renew, On Sep 24, 2022 we turned to the BBB of Las Vegas for help. It was at that point, finding how many people like us had been deceivedby Tripps Plus that we filed our claim, believing fully that you should not be allowed to continue this scheme!
We demand a FULL REFUND
Sincerely,
*************************************Business Response
Date: 11/22/2022
Hello,
We are going to keep our response brief, as it appears we are getting into a repetitive cycle with the consumer rehashing the same items over and over again. First, the Cardholder claims there is no value in the program. We strongly disagree. A million plus members worldwide use the same travel platform as the consumer and are saving money on various types of travel. The consumer acts as if he never received a log-in. We activated his account 24 hours after purchasing. This means the consumer received log-in instructions to the member's only website back in September of 2021. The consumer acts as if we don't answer our customer service line. The number ************** is a correct number for our customer service department. The message simply screens who is calling. If a customer service rep is available the call is taken immediately. If not, a voicemail and transcription of the message are sent immediately to multiple people in upper management. The 858 area code number belongs to the travel fulfillment company arrivia. They also will take calls during normal business hours. The other number referenced belongs to a different travel company from *********. We don't see how this number is relevant. The consumer also mentions that weeks of timeshare condos were promised for $299. We ask where does it state that in the contract? It doesn't! The contract states the majority of condo weeks run from $369-899. If the consumer was promised a different price by our sales manager, the consumer should have gotten something in writing from our company. We may have some condo weeks for $299, but that price is not guaranteed.
We again bring up the fact the consumer has had the merchant's travel program for over a year, and the consumer says they have renewed their License Agreement for a second year. We do not offer full refunds for members who have had our program for over a year and have all travel benefits available to them per the contract they signed with our company. The consumer asked for a copy of the contract which was electronically emailed to him as soon as the contract was signed. We have sent another email this past week to the consumer with another copy of the signed contract. We are willing to up our offer to a partial refund of $3,000. We feel this is more than fair under the circumstances.
Thank You
TrippsPlus Customer Service
Initial Complaint
Date:08/13/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We went to a travel club presentation on 6/6/22 that was required per the Las Vegas trip package that I purchased from the Las Vegas travel authority. A man who presented himself as a Christian pastor spoke to my husband and I he was very convincing. We decided to purchase the license package to get discounts for travel and to get points when family members travel. He made it sound so simple. After getting back home to ******* and having time to look into this company and al the details. The company does not offer as spoken in the presentation. The prices this company offers is no a saving when compared to ******* or ***********. We have issues with getting on to the website to log on to make reservations. I have attempted to call. They never answer. They have sold our contract to another company for payments to be made.
we are asking for a refund of payments made thus for and to end our installment payments to this company.Business Response
Date: 09/03/2022
Business Response /* (1000, 8, 2022/08/31) */
In response to the consumer:
1. We disagree that there are no savings in our travel program compared to ******* and similar companies. The savings vary, but it's extremely rare that are prices are beaten. If a member finds a lower price, we do have a 110% Price Match Guarantee.
2. The consumer's phone calls were returned. Our customer service department has record of talking to the consumer regarding issues logging into the travel website. We requested the consumer contact the travel fulfillment division to have their password reset.
3. The consumer was fully aware they did not finance their purchase with our company. They asked to finance the purchase, which was handled by ******************.
We are happy to close out the consumer's account since they are not satisfied. We will refund the $500 deposit they put down to purchase the travel program. We cannot do anything about any installment payments made to ******************. All we can do is contact the finance company to let them know the consumer will not be making future payments.
Thank you,
TrippsPlus
Consumer Response /* (2000, 10, 2022/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company offer of refunding our deposit of $500.00 and for them to notify ****************** to close out our account with ****************** and we will not be making any future payments.
Thanking you for your cooperation!
Tripps Travel Network is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.