ComplaintsforiTrip

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a condo rental with ITrip on 12/30/2022 for a condo at Cada Del Mar for the dates of April *****th 2023. I opened my email they sent me on 2/27/2023 that the condo would not be ready to no fault of my own! They are charging me 100,00 for the cancellation fee where I did nothing wrong so why am I being punished now I cant get another condo without paying an exorbitant price since it is 1 month before I have my vacation. Why must I fork over for insurance so I can then get my money if they are the ones who cancelled! This is a scam, switch and bait on how to get clients to force us to get up sales then a condo owner can cancel your vacation plus pocket our money! Easy way to get the condos renovated by potential clients. The Insurance is for issues I or my family may have and not being able to make the trip. How much money are they scamming people for this so they can pocket our money for free! I want my whole amount of my deposit back and want a resolution. They state no more contact regarding this fiasco?

  Customer response

  03/18/2023

  Good morning ****,
  
  
  We regretfully must inform you, we received notice from Pirate's Cove building management over the weekend that unfortunately they are not able to meet their timeline of reopening by 3/1/23. Therefore, we are uncertain if the building will be reopened in time for your stay dates as they keep postponing their deadline for their hurricane recovery efforts.  Due to this uncertainty, unfortunately you may want to cancel your reservation instead and seek new accommodations.
  
  
  All major credit & debit cards are accepted.  There is only one card on file so that was successfully used for your down deposit payment which is 20% of your trip total amount.  Oftentimes the financial institution can block transactions of larger amounts until you contact them to pre-authorize the transaction.  We would recommend contacting your bank/financial institution to see why they are declining the transactions attempted.  We hope this helps!  Please let us know if we can further assist.
  
  
  Please advise how you want to proceed.
  
  
  
  Bookings Department
  iTrip Daytona 
  
  **********************************
  www.itrip.net/Daytona
  
  
  
  Office Hours: 
  Mon - Fri: 8:30 - 5:00
  Sat: 8:30 - 3:00
  Sun: Closed

  Customer response

  03/22/2023

  Good morning ****,
  
  
  We regretfully must inform you, we received notice from Pirate's Cove building management over the weekend that unfortunately they are not able to meet their timeline of reopening by 3/1/23. Therefore, we are uncertain if the building will be reopened in time for your stay dates as they keep postponing their deadline for their hurricane recovery efforts.  Due to this uncertainty, unfortunately you may want to cancel your reservation instead and seek new accommodations.
  
  
  All major credit & debit cards are accepted.  There is only one card on file so that was successfully used for your down deposit payment which is 20% of your trip total amount.  Oftentimes the financial institution can block transactions of larger amounts until you contact them to pre-authorize the transaction.  We would recommend contacting your bank/financial institution to see why they are declining the transactions attempted.  We hope this helps!  Please let us know if we can further assist.
  
  
  Please advise how you want to proceed.
  
  
  
  Bookings Department
  iTrip Daytona 
  
  **********************************
  www.itrip.net/Daytona
  
  
  
  Office Hours: 
  Mon - Fri: 8:30 - 5:00
  Sat: 8:30 - 3:00
  Sun: Closed

  

  Business response

  04/03/2023

  After further review, the iTrip Daytona franchisee has decided to refund this $100 cancellation fee. There must have been a misunderstanding on how this was cancelled to begin with as this type of cancellation usually doesn't happen this way. Please watch for the $100 cancellation fee refund which will be coming very soon.

  Customer response

  04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 11, 2022 I paid ITrip $3030.05 as a deposit on a March 2023 rental in Bradenton Beach, FL. Due to unforeseen medical issues I needed to cancel my reservation. On August 2, I began the process by notifying ****** ****** of my decision through **** online. It took several weeks for the "pending cancellation" to change to "cancelled" at which time **** refunded the security I had paid them. After weeks of phone calls and more messages to host ****** ****** (with whom I have as yet to speak) I still have not been refunded the March 11 $3039.05 payment. I find this inexcusable.

  

  Business response

  09/06/2022

  Consumer Response /* (2000, 5, 2022/09/02) */ This case has been resolved to my satisfaction. The payment was refunded to my credit card as of 9/2/2022. Thank you. ****** ********

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a hotel room through iTrip Vacations Northwest at the Sea ***** ***** Unit 2, is *** US-101 ******** Beach OR XXXXX from August 9-August XX XXXX. The unit had no hot water for 2 of the 3 nights, no washing machine as advertised, and the stove / oven did not work. When I called the property manager she said they were not able to send anyone out to fix the hot water heater, they were unable to offer us other accommodations for doing laundry, and had no resolution about the stove. They suggested we wait for the hot water to refill but we waited all night and there was still no hot water the next day. They refused to refund any part of my money for this hotel stay. Their corporate number is (XXX) XXX-XXXX.

  

  Business response

  09/01/2022

  Consumer Response /* (2010, 9, 2022/08/30) */ The company did apologize and refunded me for 20% of the total for my stay.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented property in Bethany Beach, DE at *** *********** ****. As required by company I paid a $49 fee to avoid having to agree to a security deposit. I didn't even realize I paid this fee until after my card was charged for the rental. We checked out of house and the next day the agent charged my card for $100 for beach chairs they say we damaged. Never authorized a charge and did not submit security deposit. The chairs for the house were left outside. They were covered in ticks and spiders. We brought our own chairs and used two of the chairs from the house one time. The ones we used were not damaged, as far as we can tell but didn't inspect all of them. They are saying chairs were new and charged us $50 per chair. Anybody could have damaged these chairs as they were left outside. This charged was fraudulent and seems like a way for them to make extra money. I contacted agent and he was very unprofessional. I asked him where in contract it stated he can store my credit card information as well as charge it without authorization. After agreeing to contract online, I was never emailed a copy. I asked agent for a copy and he told me too bad, I should learn to read. Also, upon checking into home, the AC was broken. We had to wait until 7PM the following day to get it fixed. It was 90 degrees. My daughter could not stay in the house the first night due to heat.

  

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/07/15) */ The customer paid a $59 (not $49) non refundable Limited Damage Waiver Fee with clearly stipulated rules about damages and the reporting process, which they ignored or did not read. They had ample opportunity to review the lease and terms. The chairs were brand new. I personally placed them at the home in a very quiet residential neighborhood less than 1 day before the customer's arrival and I provided photos of them to the customer the day they day)checked out showing they were badly bent (attached). Customer confirmed that they used them. The customer checked in Saturday night. The next day (Sunday) the customer reported it was 78 degrees in the home. An AC contractor was dispatched immediately and addressed the problem that afternoon. The customer replied that the AC was working properly later that day. The door to the laundry was difficult, but it did not prevent them from using the machines. The home is completely updated with a modern kitchen, brand new bathrooms with upscale tile work and fresh paint throughout. I am licensed Realtor and this business has been running successfully for 12 years with no complaints, whatsoever. The customer's complaints are without merit and not supported by the facts.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The owners waited to the day that we arrived to a condo we rented to tell us that construction to the building was happening the same time of our stay. Scaffolding was covering the entire front of the building and blocking any view that we were supposed to have. Workers started hammering and sawing at 7:30 in morning 10 feet from my kids bedroom and woke us up every morning. The balcony had NO rails installed on the 5th floor and the sliding door to balcony was not secured shut. My 6 year old ended up on the balcony one morning and could have fell 5 stories to the parking lot. We also had to keep curtains closed the entire week as workers were looking into our condo all day. I expressed my concern to the owners and they said they would give me 20% off rate for our negative experience. After continuously emailing them for 2 weeks in regards to refund, they finally sent an amount equal to 14% and stated it's discounted on the amount they received and not what we paid. This is very bad business practice and very misleading. They knew this construction project was about to start and did not disclose to us. My son could have been killed over the dangerous conditions of having a balcony with no rails 5 stories up. I am asking for help in rectifying this situation as i would have cancelled and stayed somewhere else if i would have known. The owners should have not rented it out in the first place either. They told me i would get a 20% refund and have not received that yet.

  

  Business response

  04/25/2022

  Business Response /* (1000, 10, 2022/04/18) */ Hi ******, my name is ***** with the iTrip Vacations corporate office. I hate to hear you had trouble during your stay. Each iTrip franchise territory operates their own individual business, so you would need to speak with them specifically regarding any adjustment to your reservation. With that said, any complaint filed through the BBB goes directly to the iTrip corporate page, we then forward the information to the specific franchise location. Thank you!

• Initial Complaint

  02/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 15th we arrived to an iTripCharlotte property, managed by **** *********** This was booked through ****. **** verified the validity of the claim outlined below. Pictures of the property were entirely inaccurate. The "first floor" of this property is actually below grade and per the county this property resides in, that is a basement. So the master bedroom and kitchen as well as living space are in a basement that was 51 degrees upon arrival. Upstairs (the actual first floor was set to 70°), The property manager **** suggested that we blast the heat upstairs in "hopes that it would flow down the stairs into the basement". The basements that they called the main floor was heated by space heaters that happen to be pressed up against the wall with curtains. The property manager **** inappropriate, unprofessional and in general only escalated the situation. Not once was there an offer to come to the property or assess the situation. The property was entirely unsafe, completely misrepresented and a full refund should be provided. Pictures of the actual property are attached, in addition to the **** photo that they used to inaccurately depict the home.

  

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/07) */ I reached out to ****, the owner of iTrip Vacations Charlotte, to understand the layout of the home in question. It is a split level home, and the lower level opens to a spacious deck on the back side, with large sliding glass doors and windows. The home has central heat, with the small radiators available for additional heat if needed, as well as a gas fireplace in the lower level. iTrip Vacations Charlotte is an independently owned franchise and all guest satisfaction decisions are made by them. Consumer Response /* (3000, 7, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not find this response to be acceptable, as I was in the home and it did not have any reaching the basement at all. **** never once offered to come to the property or assist. I will move on to reporting this through consumer affairs and the attorney general division of consumer protection. Business Response /* (4000, 9, 2022/02/07) */ The home has central heat, with the small radiators available for additional heat if needed, as well as a gas fireplace in the lower level. As we said previously, iTrip Vacations Charlotte is an independently owned franchise and all guest satisfaction decisions are made by them.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Four couples paid a total of $3121 to rent 38 N ******* ***** on Hilton Head Island from October 9 -1 6th, 2021. We were promised a clean, working home that had supposedly been signed off on by the management company for issues such as plumbing and the pool. The house had numerous issues: Three stopped up toilets, some of which over flowed ( plungers would not solve ), flooding through the ceiling into the kitchen. It took three and one half days for them to finally fix those problems. The living room tv had to be reloaded every time it was turned off ( 20 plus minutes ). The garbage disposal was dead, so the kitchen sink had to be plunged repeatedly. Several electrical outlets were useless and one sparked. The pool was not clean and we do not believe serviced while we were there. During our stay we were just trying to deal with all the promised visits - one day not showing up. After our stay we listed all the issues with the management company, *** ******* ******* Rentals affiliated with iTrip Vacations. We could not get a response for several days until **** called them. Our request for an appropriate refund ( maybe 1/2 ) was harshly denied by management, putting it all back on us, refuting most of our complaints. We discovered that iTrip and **** did not take in the money we paid, so that is up to the management company. We just posted our full story in greater detail on the iTrip site and the BBB site. We appreciate you considering our case - it might have been solved if they would have just talked with us about everything on the phone.

  

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/11/04) */ Thank you for bringing this to our attention. We certainly apologize for any inconvenience you may have experienced. We have shared your comments with the owner of the franchisee you booked with, iTrip Vacations Savannah, and they feel that the matter is closed given the direct correspondence they have had with you. As iTrip Vacations Savannah is a privately owned franchise, they make all decisions related to guests in the properties they manage. Consumer Response /* (3000, 7, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We appreciate your prompt response and politeness. Our problem is that nobody wants to take responsibility, and remedy the issue. The company iTrip Vacations Savanah may be a private franchise, but they should not be hiding under your name if they are not going to do anything about what happened. I would think that iTrtip would have some leverage here and be motivated to use it. Private parties should not be unpoliced to handle things in unfair ways with customers without repercussions. Thank you for your time. Business Response /* (4000, 9, 2021/11/09) */ Again, I apologize for the frustration and inconvenience you and your group experienced. Unfortunately, given the nature of how franchises work, we are unable to influence how individual franchisees respond to guest service issues in the properties they manage.

• Initial Complaint

  07/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 20, 2021, I entered into an agreement with iTrip Vacations to rent a condo in **** ****** next Spring Break. I paid the deposit to secure my reservation. However, on July 5, 2021, I received an email from iTrip Park City stating that they were cancelling my reservation because "Unfortunately, the owner of the home has decided he does not want to rent the home next March." I was concerned that they were actually cancelling so that they could try to re-list the property and rent it for more money. I was right. Four days after claiming the owner didn't want to rent the property in March, iTrip Vacations has re-listed the property on SEVERAL different websitesand you guessed itthey have jacked up the price considerably. This is what we call fraud.

  

  Business response

  08/02/2021

  Business Response /* (1000, 5, 2021/07/15) */ The owner of the property created this unfortunate situation and has been made aware that this cannot happen again. You have been refunded in full for the deposit that you paid. Consumer Response /* (3000, 12, 2021/07/16) */ Regardless of iTrip's contention that "the owner" created this situation, I had a contract with iTrip. And importantly, iTrip's response does not explain nor take any responsibility for iTrip's own bad acts. In particular, iTrip falsely represented that the they were cancelling the agreement because the unit was no longer available in March. However, 4 days after cancelling my contract, iTrip re-listed the property, on various websites, including their own website, at a higher price. This situation was created by iTrip. In the end, iTrip violated our agreement and I am now having to pay more money to rent a comparable unit because there is a more limited number of available units. This is completely unacceptable and a shameful way to do business. I should not be the one to bear the financial costs of iTrip's misdeeds. iTrip owed duties not only to the owner, but to me as well. It could control its own actions, but chose not to. In the end, the owner bears responsibility for his acts, but so too does iTrip. Their response shows that they care only about the owner and not the renter. This is not okay. Business Response /* (4000, 14, 2021/07/27) */ We understand your frustration and have had a conversation with the Park City franchisee about how the situation was handled. Ultimately, however, the final decision is made by the fully independent franchisee. Consumer Response /* (450, 20, 2021/07/27) */ The owner and the rental company have agreed to reinstate the original contract so we have reached a resolution that it fair. Thank you for your assistance.

• Initial Complaint

  05/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed in an ****** **** **** ** A property via iTrip Vacations in late August 2020. We talked to the property manager several times because there was no air conditioning on the property for 2 days. The unit was being installed and was not hooked up when we arrived. The temps were well in the 90's. There was also no hot water during the first 2 days of our stay, because it was turned off for the HVAC install. The property manager on call, ***** ********* stated we would be receiving a 2 day prorated refund due to the condition of the property when we arrived. I have communicated w/ ***** several times since August 2020, the latest being in November 2020. He stated on various occasions that my refund would be credited back to my ******** ******* account. Then the story changed to that I would receive a check in the mail. I have never received any refund. Property address: *** * ******** *** ******** ****** ** This is very poor business practices and I need resolution.

  

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/06/14) */ Hello - We were prepared to send a check when we learned that you did a charge back on your credit card but we were not able to confirm whether your charge back was successful and if so, how much you received. Since this was through Airbnb, we were not informed. Please advise how much you received back from ******* Thank you. Consumer Response /* (3000, 7, 2021/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made a dispute with my credit card company on 10/05/2020 which was well over 30 days past when the company was suppose to send my refund check. Then in November 2020, my ******** ******* account rejected the dispute to ****** and removed the credit from my account, therefore I never received the credit or refund. Please see attached documentation that the credit was removed and sent back to ****** in November 2020. The chargeback was not successful and I did not receive any credit or refund. Please honor your commitment you made to me by sending my refund. ****** ******** Business Response /* (4000, 10, 2021/09/23) */ ****** took the funds for the booking back from us and presumably refunded you the money, since they are the ones who charged your card in the first place. As we did not get paid for the booking, we are unable to provide you a refund. Thank you - Meghan

*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. ↩