Complaints

This profile includes complaints for Monster Reservations Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monster Reservations Group, LLC

  4503 Socastee Blvd Unit C Myrtle Beach, SC 29588-6820

  
• 

  Monster Reservations Group, LLC

  PO Box 14158 Surfside Bch, SC 29587-4158

  

The 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:10/18/2022

  Type:Service or Repair Issues
  Status:

  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.

  Purchased a package that came with 4 different vacation options. I used the first one (5 day 4night) in July 2022. Upon request to use the 3/2 I immediately was met with obstruction. My requests were as follows: 7/18 @ 5:30 pm with Blake, 8/1 @ 2:59 pm with Christina, 8/17 @ 8:42 am with Anna, 9/7 @ 8:39 am with Selena and 9/13 @ 1:27 pm with Jerry. With each call I was told the certificate had been mailed or that it would be expedited and I would receive an email with a tracking number. I have received neither. The package cost me roughly $400.00 as I paid an extra $199 to extend my ability to use the package over 4 years.
  
  It was my intent to use the trip to take my nieces and nephew to Disney for Christmas. That has pretty much been ruined due to their unwillingness to honor their word. At this point, they have breached the contract and it appears they are refusing to comply which is illegal.

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/10/27) */
  We have been in contact with this guest and will continue to be until they are satisfied. At this time, we feel we have reached a good to close out this issue.
  
  
  Consumer Response /* (3000, 10, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are still trying to resolve
  
  
  Business Response /* (4000, 12, 2022/11/04) */
  We spoke to this guest and do not believe there to be an ongoing issue of any kind.
  
  
  Consumer Response /* (2000, 14, 2022/11/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/18/2022

  Type:Delivery Issues
  Status:

  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.

  I purchased a vacation package and the company never produced the tickets I purchased.
  

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/10/24) */
  We are in touch with this guest and working towards a resolution, but need some more time before ensuring we have one.
  
  
  Consumer Response /* (3000, 7, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still waiting to get the tickets I paid for, company says they are in the mail. Still have not received them.
  
  
  Business Response /* (4000, 10, 2022/11/02) */
  We have been in contact with this guest and they don't believe they have reopened this case.
  
  
  Consumer Response /* (2000, 11, 2022/11/01) */
  Business is now working with me to resolve all my issues.
  I am waiting on a check from them but they assured me it is on the way and they will see that the rest of my package will be available at my convenience.
  At this point I thank you for your help and no longer have any more complaints.
  **** ******

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  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.

  I purchased a 5 trip vacation package via phone on 12/04/2019 for the grand total of $622.Monster vacation group in facilitating my package. In the past I have gone on many trips sponsored by the Hilton Honors program, Outdoor Traveler by BlueGreen Vacations under the Bass Pro Shops. All reputable companies and what I purchased under these programs is exactly what I got. So, I was not afraid to buy the package. I planned a trip to San Jose, Costa Rica and I was to travel with my grandchildren. The trip was planned for the summer of 2020. I planned it the day I purchased the package. Unfortunately, the pandemic hit and everything was cancelled. My package is still available to me as of today so I tried to plan a trip today. Therefore, to my surprise I was told that my trip could not be scheduled until I pay $265 fee in taxes and I was offered an optional $99 protection fee for the trip. There is a possible an additional $1800 for this 5 trip purchase. It seem to me that all of the cost should be disclosed at time of purchase. The only item that I discussed when I talked to an agent was transportation from and to the airport. Truth be told that if those additional fees had been disclosed I would not have bought the package. So, this company is misleading people on the true cost of the package. I am a consumer and I have been taken advantage of by the unscrupulous practices of this company.
  I demand a full refund of my $622 since I was not told the TRUE total cost of the package. Is there any protection for seniors/consumers for companies like this. They make money on lies and then say it is your fault.
  Thank you in advance for your assistance,
  ******* *********

  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 8, 2022/10/19) */
  We are refunding this in full. Please allow 3-5 days for the funds to be returned.
  
  
  Consumer Response /* (2000, 15, 2022/10/31) */
  Monster reservation group reached out to me by email and by phone. In may letter to the Better Business Bureau, I decided a full refund of my payment was the best solution for me. I purchased this package right before the onset of the pandemic. Many people suffered and died. We all had to make adjustments in our lives and businesses had to do the same. The monster representative made it clear that the company what I wanted. I have received my refund of $622.00 and I am completely satisfied. And, the BBB was instrumental in
  helping me with my problem.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On September 26, 2022 I received a call from Monster Reservation Group in regards to signing up for their travel program. The speech was great, and as it turned out, too good to be true. I was lured into the understanding that we were eligible for 6 vacations, including All-Inclusive with two of those being 8 day 7 night trips for a family of 5(exact description given), including a cruise option that would also upgrade us and provide for our meal and drink cards. That sounded perfect because that is exactly the amount we have in our family. The first time I attempted to schedule a vacation through this group we could not find a location that would accompany a family of 5, but only a family of 4. Then when we were actually able to find something I was told that the resorts that we were eligible to stay at it was only available for a family of 4. The only areas for a family of 5 was domestic, unless I wanted to pay an upgrade fee of $40 per night or a max of $100. We then get into the travel insurance. I paid an extra fee for travel insurance on September 26, which promised us 2 more trips. I find out that the travel insurance has to be bought each time, even though, again, it was explained that this is an add on the to original package and that we have no time requirements to use the insurance or book a trip. The only additional fees we were notified about during the sales presentation was the taxes that had to be paid on the trips, which is fine. To find out that we cannot use the program that I bought into because we have 3 kids unless I pay an additional fee, when it was said that, again a family of 5 is what I was paying for, it unreal.
  
  member number is either XXXXXXXX or ************
  
  Approval Code XXXXXXXXXX
  
  Total Price paid $958

  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/10/12) */
  We have been in contact with this guest and believe to have found a positive resolution.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  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.

  Date: 8/24/202
  Amount: $700
  Issue: They scammed me out of my money by stating they were calling from a villa group program I participated in prior to Covid. They stated they were offering a package since my vacation was pushed out bc of Covid. I purchased the plan under the assumption that it was with Villa Group. Instead it is a ponzy scheme with monster reservation group. They have no affiliation with Villa Group and the package I previously purchased. I contacted chase 6 days later after I found out and they advised I would have to bring a concern I the BBB.
  

  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 8, 2022/10/18) */
  We have refunded this guest in full. Please allow 3-5 for the money to be returned.
  
  
  Consumer Response /* (2000, 10, 2022/10/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On June 24,2022 I purchased from Monster a vacation package that included 5 trips and a cruise. The trips included both domestic and international opportunities. This package sold for $527.00, i also purchased the travel insurance to cover all of these trips for $100.00. Some were all inclusive. I have attempted to book the all inclusive trip on 3 occasions. One to Hawaii and others to Mexico. Each time I was told that I did not qualify for these trips due to my income. My income was acceptable at the time I purchased the package but Monster now says that the vendor that they sold the package for has changed the qualifications. I have complained over and over and they continue to refuse to honor the contract. I asked for a refund and they will only offer a partial refund of $300.00. I finally accepted this offer as I thought it would be the only way to recoup some of the money I paid this fraudulent company. They said that I could still use the package for the cruise and domestic trips. When I asked about the cruise they said that I had to receive that information in the mail and that they were currently out of brochures and that it would take 3 months to send it to me. This company is not upright in their practices I do not trust that they will honor any part of the package. I want a full refund of the $627.00 I foolishly paid to them.

  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 8, 2022/10/13) */
  This guest has been refunded in full.

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  In June of 2017 I purchased a cruise vacation promotion, but I never took that trip. I think I paid around $300, but it was five years ago, so I don't remember exactly.
  
  For the FIVE YEARS since then, I have received multiple phone calls EVERY WEEK trying to get me to pay more money and schedule a trip. You may think that I am exaggerating, but I am not. They have literally called me 4-8 or more times a month for five years. The most conservative estimate I can give is 240 phone calls (4 times a month for five years).
  
  At one point in 2020, they even said that because I had not used the promotion within certain time period, I needed to pay them more money because I hadn't utilized the promotion. When I purchased the promotion in 2017, there was no mention of a penalty for non-use.
  
  I have asked the callers for FIVE YEARS to be taken off of their phone call list. Every call comes from a different phone number. Often times, they use my area code, but other times they use numbers from different states. Often times, they call from multiple different phone numbers in a row because I have not picked up the first time.
  
  Every time I do pick up, I ask to be taken off their call list. Every time, immediately after I ask them to take me off their list and delete my number, they hang up on me.
  
  I have no idea how to stop this harassment. I already paid this company money, I do not owe them any money for any services, since no services were ever rendered. I have told them that they will never get another penny out of me, yet they still call me every single week for five years.
  
  I am at my wits end about how to get these constant phone calls to stop. I am considering changing the phone number that I have had 15+ years. I don't know how else to get them to leave me alone.
  
  Please help. I'm sure I'm not the only person this is happening to. I have never filed a BBB complaint before and I'm not usually someone to make complaints like this, but I don't know what else to do.

  

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 5, 2022/10/07) */
  We have placed this guest on our internal DNC list and should not receive calls again from us.

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising Issues
  Status:

  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.

  Monster Reservation group called me and promised me many trips. In that was included some trips to all inclusive resorts in Mexico and all we would have to do is pay the taxes of around 30 dollars today. But I went over the last couple of years I was too young to use the all inclusive Mexico trips and so I have been waiting to use it and they keep pushing it off saying I am too young. Then they told me I could go now but it would be 700 dollars which is a lot more then they said it would be. I asked for a refund as they are in violation of what was promised me and they have told me they won't refund me. Overall a frustrating experience and highly disappointed in the company.
  

  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 8, 2022/10/07) */
  We are refunding this guest in full.
  
  
  Consumer Response /* (2000, 15, 2022/10/25) */
  Monster reservations refunded me and was very nice and helpful in making things right overall very satisfied

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  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.

  I was called by a telemarketer for a vacation package and was told that as long as I called 3 mpnths before I would be GUARENTEE that I would get what I wanted, the same day I bought this I tried to book something in St Petersburg for Janurary 12th 2023 it is September 23 2021, Of course they have nothing available, they tell u on the phone that they can also find what you want before the 3 months but to GUARENTEE it do 3 months, this is a scam and fraudulent. I want my money refunded. They said it was on a recorded line, they called at 12:50 on 9/23/22

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 8, 2022/10/07) */
  We have refunded this guest in full as we were unable to come up with another resolution.
  
  
  Consumer Response /* (2000, 11, 2022/10/08) */
  This has been settles they did refund my money

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  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.

  On April 18, 2022, I received a call from Monster with an offer to purchase a vacation package and after some negotiation we settled on $449 for the following:
  - one domestic 5 days / 4 nights at a resort within the United States
  - one 5 days / 4 nights at an international resort in one of eleven destinations that include but not limited to Mexico, Costa Rica and Dominican Republic.
  Besides the $449 I had paid I would have to pay taxes for the stay at a rate around $22 per night. In addition my wife and I would have to attend a 90-minute sales pitch during one of the stays.
  
  Here are the details that I captured from a Monster agent at the time I was considering vacation destination options:
  - Mexico: BlueBay Grand Esmeralda: 9/1 to 9/5: $247.45 for taxes
  - CABO: Villa Del pelmar cabo: 9/1 to 9/5: $247.45 for taxes
  - Punta Cana, DR: Ancora cap cana, The Breathless (adults only): 9/1 to 9/5 - $277.45 for taxes
  - Costa Rica: Villa Sol: 9/1 to 9/5: $168.88 for taxes
  - US Florida: The Tel: 9/1 to 9/5: $165.51 for a one-bedroom unit and $307.50 for a two-bedroom unit
  The amounts given above were communicated to me as total tax charges for the the stated period. After evaluating all the options and the effect of the pandemic, my wife and I settled on The Tel in Hollywood Florida. They did not have a one-bedroom unit, so we took the two-bedroom unit and agreed to pay the $307.50 at the time of check-in. I made the reservation for 9/2 to 9/5 and was told that The Tel would reach out to me closer to the travel dates to confirm the trip and payment was to be made upon arrival at The Tel.
  
  *** I have attached the full document.

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 8, 2022/10/07) */
  We have been in contact with this guest and unable to find a desirable solution other than refunding their money. That has been completed and should return to their account within 4 business days.
  
  
  Consumer Response /* (2000, 10, 2022/10/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)