Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 6/29/23 we paid for Carefree Flights through ******************** in the amount of $3,440.00. Per the attached emails, I was to receive login information for their website. However, I never received any emails from Carefree Flights. I have asked them to send me emails they supposedly sent to me, but they will not. I wanted to use their service in Oct, 2023, but was told by El Cid I had to wait a year before I could use it. I just recently wanted to book a flight to El Cid and use Carefree flights. I contacted El Cid to find out how to contact them. I have called and left several messages and have not received a call back. I emailed them and received an email from ****** ********* stating that they didn't hear from me and that I didn't pay my dues so they cancelled my account. How can they cancel an account without sending an email or calling me? I didn't even know how to get in touch with them to use the benefit until I started researching them as I thought now we were eligible to use the benefit I paid for. They have taken my money without providing any service in return. El Cid just sent me an email stating they have had a lot of problems with Carefree Flights including customer complaints and have stopped working with them. But the bottom line is they took my money and have not fulfilled their requirements.

  Business response

  12/06/2024

  Carefree Flights is a program provided by a company in ******,Carefree Flights MX s.a. de c.v. (*****), and we were hired to process these requests in the **** for clients in the **** We provided the necessary documents to the consumer via the contact information they provided to El Cid at the time of their transaction with El Cid. This includes the email address used on the evidentiary emails provided by the consumer to the BBB. As we are only meant to process requests in accordance with a consumers contract with CFFMX, we must strictly adhere to their program terms,including cancellation for failure to timely pay dues.  However, customer service is of the utmost importance to us, and we will look into the consumers allegations regarding calls not being returned after the cancellation.

  That said, ***** has concluded the program. It is working with former clients to provide an alternative program or refund, but we need to get the consumer in touch with the proper person at *****, as they have been working with former clients. If we can communicate this to the consumer and get them connected to the proper person at CFFMX, they will handle it.

  Customer response

  12/09/2024

   
  Complaint: 22548209
  
  I am rejecting this response because: they are not telling the truth in stating that they sent emails to the address I gave to the BBB or even to El Cid. Have them provide the emails they "supposedly" sent to me. I have NEVER received an email from them and neither has the other person on the account - *** *******. His email is ********************* To date he has not received an email from them. The only email regarding Carefree Flights was from El Cid that I would be receiving Login information from Carefree Flights, but never did.
  
  Sincerely,
  
  ***** *******

  Business response

  12/31/2024

  We have forwarded the provided contact information to the appropriate ***** representative so that they may reach out to the consumer. 

  Customer response

  01/02/2025

   
  Complaint: 22548209
  
  I am rejecting this response because: this was the same response provided in a previous email. I have not heard anything from anyone with CFMX. Please do have someone contact me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 11/09/2021 we purchased carefree flights for the only purpose of getting discounted airline tickets according to its brochure as attached. Please see the attached original contract #N-ELC-0235 and N-ELC-0234. Today, 07/12/2024 when we opened ************************ website to book the airlines, the website prompted us to call a telephone ************ regarding Terms of use has been updated. Then we received an email from ****** ********* giving us the instructions how to access the new website. In order to continue, we must accept its new terms to continue the benefits. There is no other alternatives. We had no choice but to sign a new contract then to find out the discounted airline tickets is no longer available. They changed their product lines to offer hotel, resort and cruise credit. We believe that they breach the old contract and forced us to sign a new one. This is a fraudulent switch and bait scheme. Worst yet, after accepting the new contract, they froze my access to their website and no one was available to help.We are not the only victims. There are many others like the one that we included here from ****. We filed this complaint with BBB in the hope that you would intervene to get our money back.Thank you ***** **

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Saw ad on ********* Contacted by ********** the first call with ******, I told him we were only interested in AI and for specific upcoming (no flexibility) dates, international to the *********/******, 8 days 7 nights. We spoke a few times and ultimately declined as he had no AI to offer. Later, ****** called back indicating that they were just given access to 8 day 7 night vacations, all inclusive with 2 bonus reservations included in the package. The only "catch" was we had to attend a 90 minute presentation at each of the resorts that we booked. OK, fine we said - we've done these before and can say "no". Promised information in mail - have not rec'd, only welcome email w/ minimal membership information. Now find we book with another "fulfillment" company. Log into our account which states we owe $299 in Jun 2025 for "annual dues"; not disclosed by co. Attempt to make reservation am told "so sorry, there are no 8 day / 7 night packages 'unlocked'.... will email if something comes up". So, I booked for less nights, they charge you taxes and fees up front ... get on the computer to research the 4/5 star resort, recent reviews are terrible. I cancel the trip but we are only allowed a "credit" for the resort fees and taxes towards a next vacation. Hv another call with another rep who indicates that the 8 day 7 night international is not "unlocked" but no explanation. One last time, .....I filed a grievance with Monster RG, who contacted me. Rep apologized repeatedly stating that she had never heard of carefree destinations and they must be new to the Monster reservations group, but educates me that I should have been informed previously that my 8 day/7 night international AI vacation only becomes "unlocked" after I take the shorter domestic trip and attend the timeshare presentation there. They record you saying that you understand this is non-refundable but they overpromise/misrepresent. Also - no receipt of payment received for my package.

  Business response

  08/08/2024

  We are writing in response to the complaint filed by ********************************* regarding her experience with a vacation package purchased through Carefree Destinations and serviced by Monster RG. We appreciate the opportunity to address the concerns raised.
  After reviewing the complaint and discussing with Monster,Carefree Destinations resolved the complaint by refunding all monies collected.The fulfillment of the vacations sold is the responsibility of Monster ****************** not Carefree Destinations, and Monster RG has refunded the initial booking the customer made with no questions asked.
  
  We would like to clarify that Carefree Destinations sold the package properly and we regret that the dissatisfaction was due to the inventory available through Monster. In addition, Carefree Destinations provides a complimentary membership to access the member-based travel club with every purchase. There isnt a $299 fee due at sign-in, and this was communicated to the customer.
  
  To ensure customer satisfaction, we are working closely with our teams both at Carefree Destinations and Monster RG to ensure that all critical details, including any prerequisites and additional fees, are clearly communicated to our customers upfront.
  
  We sincerely regret any inconvenience and frustration caused. We are committed to improving our service and ensuring our customers receive the best possible experience.

  Customer response

  08/09/2024

   
  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

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 26, 2023, one of employee of Hawaii Collection insisted me to sign up for the program since all the benefit that comes with membership pay for the ******* that we are going to pay. I was advised to call Hawaii Collection after our trip in ****** and we are going to receive the $250.00 refund per person, *** of 2 passengers per year. We came back from ****** 7Jun24 and I called Hawaii Collection but I was advised that we are disqualified for that benefit due to hotel booking was made directly through Vidanta and not through them.

  Business response

  06/21/2024

  We were able to discuss ********************** concerns with her and help ensure her satisfaction. Since her issue is now resolved, we consider this matter to be closed. While we welcome the opportunity to publicly address our clients' concerns through the BBB, we always recommend our clients first reach out to our customer service team, as we are confident we can address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi I was sold a voucher to a Mexican resort. I paid $499. They are telling me that it's non refundable and I was told that. I didn't hear it, but it's possible. It was very aggressive as far as sales tactics. I stated that I wanted to check airfare first to see if I can a afford and was told that airfare is under $$200 both ways and then asked for my credit card.. I said I wasn't ready and she was still being aggressive. They eneded up charging my card. After numerous calls to them I got no resolution. I'd like a full refund since I never planned on it and was pushed into it. Thank you, *****

  Business response

  10/25/2023

  Hi BBB,

  Carefree Journeys has been attempting to contact Ms. ***** to discuss her concerns with her directly, but we have been unsuccessful thus far.  While reviewing the account for Ms. *****, we have records of email correspondence where she has cancelled her reservation with no mention of a requested refund.  This email is dated five days after the submission of her complaint.  Call records indicate the last call Ms. ***** placed to Carefree Journeys was June 1st in which she booked her accommodations and started the process of booking her transportation to the resort.  Since that call, our agents have made a total of 10 calls in an attempt to contact Ms. *****, with no success.  We urge Ms. ***** to contact our Customer Solutions team at her earliest convenience so that we can assist her with her complaint.
  

  
  While we welcome the opportunity to publicly address our clients’ concerns through the BBB, we recommend that clients first reach out to us so that we can better understand their concerns and more quickly resolve them to their satisfaction.
  

  Business response

  10/31/2023

  We are sorry we are not able to reach a resolution.  While we regret that Ms* ***** is dissatisfied with our response, she purchased a voucher that was clearly communicated to her as being nonrefundable.

  
  After Ms* ***** made her purchase, she contacted our office in May and requested a refund, however, it was at that time she was reminded that her purchase was nonrefundable. In June, Ms* ***** purchased transportation and booked her vacation. When our office reached out to Ms* ***** to gather her arrival information and to discuss what she should expect upon arrival, Ms* ***** informed us via email that she would have to cancel her trip. We did not hear again from Ms* ***** until this complaint was received.  There was no request for a refund made after her cancellation.  It was our assumption that Ms* ***** would be rebooking her vacation, as she made no indication she still sought a refund.

  
  Since receipt of this complaint, we have tried to reach Ms* ***** to discuss her concerns but have not made contact. We have performed in accordance with our contract and, as such, we consider the matter to be resolved.

  Customer response

  11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because I was pushed into this purchase by aggressive sales tactics. I would hate to resort to writing bad reviews. However I'm very dissatisfied either this and will have no other choice but to express my dissatisfaction on different boards.
  
  Sincerely,
  
  ***** *****

*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. ↩