Complaints

• Initial Complaint

  11/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On nov 17 2022, my father purchased a trip through selloff vacations. Unfortunately he passed on Nov 20. I reached out to a local representative and she said she would have it escalated to see if we could change the name or get a partial refund as he did not have insurance as we had not had a chance to purchase prior to his passing. No one contacted me. I was in consistent contact with the rep and she kept saying there was no information. At the end of December. She told me to contact customer service. Which I did to find out they tried to call my deceased father and clearly couldn’t get ahold of him because he is not alive. The rep basically told me we are out of luck because the date passed. This is poor service. I am still waiting for a call back from a supervisor from January. After we returned from the trip and I deal with other issues I contacts selloff again and started speaking with a supervisor Maria who has now stopped responding to emails and providing no updates. I would like a travel credit issues for the amount we paid for the trip as this is unacceptable business practices and if selloff would have done their due diligence it would not have had to go on for the last 6 months.

  Business response

  11/04/2023

  Please accept our aplogy for the delay in responding to Ms ******'s request for updates. 

  Our file indicates the original request received on 09December 2022 was for a name change  due to the death of  a passenger on file,  The request was denied by the holiday supplier, ******* ***** since the departure date was within 22 days prior to departure

  Our agent  attempted to contact the remaining passenger however the phone number was disconnected and the email address was only associated to the deceased passenger ..

  As we were unable to contact the second passenger, the file remined active on the possibility they would travel regardlessof the circumstances.. At no time prior to the scheduled departure date, were we ever directed to cancel the booking in whole or partially.. 

  When eventually we we contacted again, after the departure date, we initiated our investigation, however ,without a written  request for cancellation of the booking we could not  take action on the file...

   In light of the circumstances, any possible goodwill consideration fo rthe  recovery of any portion of funds paid must be returned to the estate of the decesaed  passenger.  In the meantime, for auditing purposes, we must also have  a copy of the death certificate ( medical or funeral home). as well as any legal documentation  dictating the name of the executor of the deceased.

  OffVacations will  continue to advocate for the best possible outcome and we ask for Ms ******'s continued patience as we all exercise our due diligence.
  

  Respectfully,

  SellOffVacations

  Customer response

  11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  if an email was sent to the deceased passenger I would have received it.  No one tried to contact me even Heather p. who I was in constant contact with who did not even attempt to contact or follow up because she was too busy according to her.  The email was sent to Heather on 12/6z. I called customer service on January 3 to which the rep said she was going to escalate and that never happened.  No one told me the trip had to be cancelled for any refunds to be issues.  After I returned from the trip I tried to contact you again and was escalated to Maria who has not followed up in over 2 weeks.  ******** ** *** ***** ************  sending payment to the estate is fine.  ******** ** *** ***** *********** 

  Sincerely,
  
  ******** ******

• Initial Complaint

  22/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and myself had placed a deposit for a vacation for the first time. The credit card was used for the deposit, so the assumption was that the remainder of the money would be taken out from the card when needed. We had a death in the family, for which proof was provided, during the time the remaining money was to be taken out for the vacation. When the agency was trying to reach me, I was unavailable due to the death in the family. After the funeral, I had reached out and provided proof. I was told my trip was cancelled and was no longer getting my $500 back. I was told I would be contacted but no one is getting back to me even though I have made many attempts of reaching out via phone calls, emails and leaving many voicemails. Our trip was supposed to be next week and were promised some resolution or even a look at our reasons for not being available to answer a call.

  Business response

  16/01/2023

   

  We regret ** *******'s displeasure with the outcome of her Customer Service claim.for refund of the  penalty when the booking was cancelledd for lack of final payment receipt.

  We are sympathetic to the circumstances of the death in the family and SellOffVacations extends our sincere condolences to the family, however, as no travel protection to cover unforseen situations  was included on the booking, the supplier's decision to deny the request for refund remains unchanged. 

  Both SellOffVacations as well as the holiday supplier ensures  the consumer is made aware of the consequences of not providing the final payment on the due date. The holiday supplier terms of sale:which  the consumer must agree to before completing the reservation, indicates "If final payment is not received within the required period,******* reserves the right to cancel any such reservation,in whole or in part, without prior notice and withoutrecourse by the Customer and charge the applicable cancellation fees indicated at the end of these terms and conditions"

  In addition, the SellOffVacations itinerary invoice clearly states:  "Due to strict compliance to privacy regulations, your full credit card number will not be retained on our records. The cardholder must call in before the final payment due date noted on the invoice, to provide the credit card number and authorization for its use. Any delay of the required payment by the due date, will result in cancellation of the travel plans with applicable penalties, according to the holiday supplier’s terms and condition of sale..

  Consequently, in view of the above, we are unable to honour the request to reverse the penalty on the file.

  We trust this clarifies our position on this matter.

  Respectfully,

  SellOffVacations

   

• Initial Complaint

  08/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I booked my wedding group with Sell Off Vacations. Sell off offered promotional room credits for each resort. The one we picked and booked came with a 3 room promotional booking credit which sell off confirmed that they would refund to my **** once the trip was completed. Well, the trip concluded on Oct 29th 2022 and I have yet to receive this credit refunded to my ****. I called the Moncton office (where the travel agent I was dealing with was based out of) and no one has returned my calls. They now don't even pick up my calls. I reached out to the company via their customer service email and got 1 response asking what my booking number was, which I provided, then I never heard from them again (even after multiple follow ups from myself). I then reached out to the company on their ********* and soon after received a call from someone who said they will resolve my issue. I was driving at the time of this call and didn't have my booking info in front of me to provide her with so I asked that she email me her contact details and I will call her back in a few hours with the detail - which she agreed to. She never emailed her information nor ever called me back again. I just want what is owed to me. **** ** ******* ***** *********** ** **** *** *** *********** ******* ******* ** **** *** ** *** ****** *** ** **** *** **** *** **** *** **** ** *** *** *** ****** ****** **** **** **********

  Customer response

  05/01/2023

  I have since heard back from the company and my issue has been resolved.
  

• Initial Complaint

  07/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 13 tickets to Punta Cana to take our family. We also purchased cancellation insurance. Due to Covid we had to cancel the vacation. We received vouchers for each of the 10 adults along with 3 granchildren. The issue is we have been told you can not change names on any of the vouchers. The vacation was in January 2022 and since then my daughter and boyfriend have split so I would like his voucher returned with my name as I was the card holder that paid for all vacations. Also since then my other daughter with the 3 grandkids has been married and would like to split their vacation between taking the children on one trip and take a honeymoon with the balance of the $8,000 in vouchers they have been given. I see this as a simple transaction to obtain blank vouchers and when we are going to use the vouchers to book a vacation the client information can be given at that time. When I am contacted by sell off I will give them all the pertinent info as to names and such. Thank you.

  Business response

  28/10/2022

  This issue has been resolved and all transfers have been arranged.

  The client was advised verbally but we will provide  ** ***** with a written confirmation to his personal email address.

   

   Thank you

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