After attending a time share presentation my wife and I were promised 2 airline tickets anywhere in the country and a cruise for 2. The travel agency provided for the 2 airline tickets was VIP TRAVEL RESERVATIONS. We were given the proper paperwork to fill out, and did so accordingly. We also mailed in a cashiers check for what was promised as the "only cost". Several weeks later, we received a form in the mail to fill out with our destination requests. We did as requested, and again mailed the form in. Several weeks later, we received an email from SCOTT TILLEY asking us to fill out a credit card authorization form for new charges, before any info about the actual flight could be revealed.interestingly enough, there was no phone number or other contact info in his email signature. (RED FLAG #1) Once again we did as requested.
I received a phone call from SCOTT TILLEY today to discuss flight options. I was presented with 1 option for the date and destination of request. They werent the best flights (return flight got in at 1am on a Monday morning), but after jumping through all of the other hoops (including $287 in extra charges) I authorized him to book. At that point, he informed me they would be charging me a 5% fee to pay with credit card (their preferred method of payment per SCOTT TILLEY). Working in finance, I knew this was not allowed and asked SCOTT TILLEY for clarification. (You can register reports with mastercard/visa at: http://www.mastercard.Us/support/problems-using-mastercard.html) I was put on hold without notice and transferred to the voicemail of someone named KARA. I hung up and called back asking for SCOTT TILLEY, I was then transferred to a woman's voicemail. This went on 3 consecutive times before I got SCOTT TILLEY back on the phone. This is when he informed me that my airline tickets were no longer available. (RED FLAG #2) I was frustrated with this news, as I had authorized him to book them. I asked to speak to his manager, and he put me on hold for 19 minutes.
Then BECKY answered the phone. She didnt state her title or what she did and immediately became short with me, and just kept repeating that the tickets were unavailable. I asked for some type of exception as this was an error on her employees end, to which I was rudely dismissed. When I insisted on a further explanation, BECKY said good bye and hung up on me. I had to call back another 3 times to get her back on the phone, to which she seemed to find funny. At this point I asked what was necessary to get my money back (have to mail a certified letter requesting a refund - RED FLAG #3) and for a managers name and/or email address to escalate my complaint. BECKY refused for several minutes to give me the name of a manager (its against policy), before conceding the name of KARA (BECKY refused to give me her last name or that of KARA, saying they didnt have them at work. Funny how SCOTT TILLEY does though. Red flag #4). After which BECKY said she was "enjoying giving me a hard time".
This is by far and away the worst customer service experience I have ever received. I have reported the company to VISA and MASTERCARD for passing along credit card charges. I have also filed a report with the BETTER BUSINESS BUREAU. I am so appalled with their lack of professionalism that I intend to pursue any action available to me to not only receive a full refund, but to notify the general public of this HORRIBLE company and any affiliations they may have.
0 comments