Complaints

• Initial Complaint

  07/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hajj trip reserved February ****, $6000 deposit paid on 3/2/2022. Then the trip was cancelled due to COVID, promised a refund several time never received the refund and they never denied my right for a refund, always a promise to pay it at a later date, they even contacted me to use the refund to buy another trip. I need my deposit back.

  Business response

  07/14/2023

  FOR HAJJ TRAVELERS THAT WERE UNABLE TO TRAVEL DUE TO THE PANDEMIC AND APPLICABLE FOR ACCOMODATION, LODGING, GROUND TRANSPORATION, AND OTHER THIRD-PARTY SERVICES (EXCEPT FOR AIRFARE)
  
  CHU has been advised by its third-party providers that refunds will be made for those travelers impacted by the pandemic. However, no time frame was set forth or given. Accordingly, ************* requests that travelers scheduled for Hajj in 2020 patiently wait for their refunds when those providers refund the monies to CHU.
  
  *** is deeply regretful about our not being able to fulfill your journey. We are committed to working with you on any alternative arrangement
  
  OPTION 1: Patiently wait for a refund when any third-party providers refund any monies to CHU.
  OPTION 2: Contact any third-party providers on your own pursuant to the contact information previously provided to you. Note if you choose this option, *** requests that you please provide CHU with an update for the benefit of others.
  
  
  Chicago Hajj and Umrah Group
  2818 **********************.
  Chicago ** *****

  Customer response

  07/16/2023

   
  Complaint: 20295724
  
  I am rejecting this response because:

  You organization as a provider of ************ received down payment from me and failed to deliver the service or refund the down payment for over 3 years, this create legal liability on you to me, not on any third party, deferral to a third part is unacceptable and unreasonable. 

  Your organization had a complete autonomy for all travel arrangement and I was never consulted or made aware of any specific third party, I never consented to any specifics of the arrangement, I had no relation or knowledge of any third party since you received my payment, bringing the third party now is unreasonable and doesn't reflect the nature of the relationship of this transaction. 

  Sincerely,
  

  
  *********************

  Business response

  07/26/2023

  I acknowledge receipt of your communication concerning the ************ booking and subsequent refund matter. We duly recognize your dissatisfaction and the period of time that has transpired without resolution.
  As a third-party service provider, it is essential to clarify the nature of our contractual arrangement. Our role involves acting as an intermediary to facilitate the provision of ************s. Pursuant to this arrangement, the deposited funds were remitted to a local **** management company located in ************ for the purpose of making the necessary travel arrangements on your behalf.

  We regret any lack of transparency or consultation that *** have led to misunderstanding. However, we affirm that the funds were directed to the **** management company in accordance with our standard procedures.
  In light of the extended duration for the refund process, we empathize with your frustration. We have diligently followed up with the **** management company for the refund process and recover the deposit on your behalf. But still, we are not getting any response from them.
  
  Alternatively, if you prefer to expedite the refund process directly, we will gladly provide you with the contact details of the local **** management company. You *** reach out to them directly to facilitate the refund process.
  
  We sincerely apologize for any inconvenience this situation has caused and remain dedicated to achieving an expeditious and equitable resolution.
  
  We appreciate your understanding and cooperation throughout this process.
  
  Yours faithfully,
  *****************************

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