Complaint / Review
Vegas.com
My cousin had cancer and got sick so he couldn't go, but they wouldn't work with us

Vegas.com
2370 Corporate Circle # 300
Henderson NV 89074
(702) 992-7900
I placed an order with Vegas.com on November 30 for a $250 limo tour down the Las Vegas strip to take place the last evening of our trip, December 4. I took special care to ensure that the trip wasn't non-refundable, because we were taking my cousin Larry Wilson to Las Vegas for his "bucket list" because he had terminal Stage IV cancer (he passed away six weeks ago).in fact, once we arrived in Vegas, he became ill from the plane ride and the pressure to his lungs, and was admitted to Desert Springs Hospital, where he stayed until we left Vegas on Sunday, December 5.
On the morning of December 4 it became apparent that Larry would not make it out of the hospital for the limo tour, in fact, his doctor wasn't guaranteeing that he would be released in time to make our flight home on Sunday. I called Vegas.com to cancel the tour at about 11:00 AM. I spoke to an agent and explained the circumstances, and she agreed to cancel the tour. She also noticed it was reserved in error for December 5th, and not the 4th. Either way it needed to be cancelled. After the phone call, I received a barrage of emails and phone calls, stating they would change the date and requested the hotel we were staying at, etc. I insisted it be cancelled and repeated the story.By the end of the conversation they said they would charge me anyway, so we might as well go without our cousin. I told them I would dispute the charge on my credit card if they did not give me a refund, to which the woman replied, "We will just continue to re-bill you, regardless of your dispute."
I then asked to change the trip to another date, the next time we are in Vegas, and they refused this as well, stating that I knew about their no-refund-no-cancellation-no-change policy. There is NO WAY I would have purchased this trip, knowing this, because MY COUSIN HAD CANCER!!! We knew he was sick and might not be able to make it!!!
I don't have to tell you that I am furious about these kind of tactics, and I am filing a complaint against this company with the Better Business Bureau as well as the FTC.
Sincerely,
Kristina P