Complaints

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On ******** I saw the group Black Women Travel No Need to Go Solo. I paid $3758.10 to go to Egypt (April 24-May 2, 2023). On **** ***** September discussed the trip and highlighted that a professional photographer will travel with us to document our trip. She had 2 trips scheduled and I was part of the 2nd group. She went with group 1. On the 2nd Zoom call a week prior to traveling, I along with other ladies were shocked to see her colleague and vice versa. She stated that she had no idea that she would be responsible for us. She has her own travel agency and it is does not exclude men of which 4 would be traveling to Egypt. ***** focus was different because she was celebrating her wedding anniversary and traveling with family and friends. Ms. September fraudulently represented this trip. We did not have a traveling photographer. Instead, a photographer took random pictures at selective sites. I didn't receive link to those pics. Reflected on her ******** page are awesome photographs like Group 1 which is we do not have. Group 1 was the only group on the tour bus whereas our group included outside people. **. ***** had a completely different color scheme(green). We did not get the girls trip adventure that was presented in the information. No gift bag with a t-shirt. We received a t-shirt from **. ***** with her company logo. I informed her that we should be compensated for not having a traveling photographer. We should be compensated for purchasing items that we really did not need (red and white outfits and bathing suits). We wore those outfits because we brought them. **. ***** stated wear what you want. There was no itemize price breakdown but she should refund the us, the cost of the traveling photographer and any service fees she charged because we did not get the personalized attention we paid for to make our trip epic. On my statement I see Gate1 Travel ($2,064.08) and WT* ****** Epic Egypt (1694.02). Attached is 2024 trip same info 

• Initial Complaint

  04/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked Vacation to St Lucia May 2023 with agent ***** of Dudely dream travel. I paid $1845 for all inclusive resort and excursions. I selected all excursions , which I paid for. I found out after the balance was paid that excursions are concurrent, therefore you can only select one or the other. Even after this awareness and confirmation of which excursions i wanted a refund for she still has not provided a refund as promised. I was attempting to contact the agent regarding submitting my flight information as requested when she decided to inform me I was no longer a" fit "for the trip and she would refund my money. Shortly after that determination, she notifies me to say due to the cancellation penalty she could not refund my trip and would attempt to find someone esle to take my place and then she could refund my money. All I want is a full refund. She has made me question my safety on this intended trip.

  Business response

  05/27/2023

  This client was informed she would be refunded and she has in fact received a full refund. She has been banned from our travel group and all activities. The group went to St. Lucia and had an amazing time without her. Her roommate was so happy with her new roommate and they bonded and had a great trip.  

  Customer response

  06/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have not received a refund as stated in the response. So this issue is not resolved . I am asking for my FULL refund.
  
  Regards,
  
  *******************
  

  Business response

  06/04/2023

  The screenshot shows she was provided a refund via a chargeback she filed with her bank because she refused to wait for the vendor to provide her with the direct refund.I requested.  Once she filed the dispute with her bank there is nothing else I could do as everything is frozen.  I am done with this complaint.  

  Customer response

  06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. The travel fees have been returned as promised. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/1/22 I paid $100 deposit (receipt #*********************) for a trip to Greece along with $550 (receipt #*********************) for a photo shoot. The total cost of the trip was $3650 with monthly payments of $395 from Sept-May. On 9/19/22 $443.75 was deducted as a payment for the payment plan. This now increased the cost of the trip from $3650 to $4,093.75. On 9/28/22 I emailed to inform them of the payment amount error and received no response. I emailed again on 10/16 to which someone said they would get back to me the next day. On 10/19/22 $443.75 was deducted again. They did not so I followed up again on 10/20, 11/1, 11/17. I asked for a refund on 11/17 since no one was responding and they were not following the terms of what I agreed to. When I asked for a refund someone finally responded stating there are no refunds and that I would have to pay $443 until April (6 months) in order to pay for the trip. I reached out again 1/10/23 and received no response. I emailed again today and was told no refunds and it was a glitch in the system with the payments, however I informed them months ago about what I was being charged. They lied and breached the terms of agreement from the start. They also tried to guilt trip me by saying that the cost for my roommate would go up if I do not go. However, my roommate is fully aware of the situation and is dealing with is as well. I feel that I can no longer trust this travel agency. I reached out to them several times to get this straightened out, yet I was ignored. I'm sorry, but we are in the middle of a recession and I do not have extra money to be scammed out of. I do not want to be scammed or lied to at all. I would like a refund of the $1537.50 that I have paid.

  Customer response

  02/07/2023

  I have not heard from the business in response to my complaint.

  They have now sent me multiple emails (1/27, 1/31, 2/3, 2/5) to make additional payments for the trip. 

  Customer response

  02/09/2023

  My mailing address is ********************************, Olympia Fields, IL *****.

  My email address is *****************

  Customer response

  02/09/2023

  My address is ****************************, Olympia Fields, IL *****.

  My email is *****************

  Business response

  05/09/2023

   ---------- Forwarded message ---------

  From: ***** ****** <********@*****.com>
  Date: Mon, May 8, 2023 at 6:35 PM
  Subject: ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

  Hello 

  
  

  I am writing in reference to Complaint ID ********

  
  

  Keyona  Denton booked a non-refundable trip and signed the attached agreement and agreed to the non-refundable terms at booking.  She was making her monthly payments and canceled and if she still wishes to go she can pay her balance and do so.  The contract states no refunds.  We haven't found anyone to take her place, so we are still responsible for the vacation package.  If you book a non-refundable flight with ****** do you think ****** will provide a refund?  No, they will not.  We are a small business and when we have a contract we must honor it.  Just like she signed the contract we did too.  We have a contract and we are required to still pay if anyone who contracted to go on the trip cancels. We can't breach our contract.  

  
  

  ***** ******

  
  

  Customer response

  05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The company breached the terms of agreement by overcharging me from the start. I contacted them several times and went ignored yet they continue to send me payment requests to present day and even state that my account is past due. They are untrustworthy and unprofessional as noted in their response. Additionally, I don’t fly ****** due to quality of service but if you do book with them or any other airline they do NOT charge you an increased price that you never agreed to at time of booking. They also have terms of service to protect the customer when the airline is at fault. Dudley travel never mentioned or offered to find a replacement person for the trip which could’ve taken place months ago when I notified them of the overcharging and they had a waiting list for interested attendees. Again, they are not addressing the fact that they breached the contract from the very beginning (proof previously provided), therefore I do not trust them and would like a refund. 
  
  Regards,
  
  ****** ****** 
  

  Business response

  05/21/2023

  The client was advised that the booking system we used  will automatically calculate the amount owed and distribute equal monthly payments based on the balance due date.  This was addressed and the client still owes the same amount as contracted in the beginning on her signed agreement. The total amount due for the trip never changed. Each client has the option of making any payment amount at any time by logging in and canceling the automatic payments or making partial payments. The contracted dollar amount for this trip is still valid and never changed. All clients are highly urged to purchase travel insurance at booking and even provided links to do so.  

  The client still has all components of this trip booked and I am stuck trying to find a replacement or paying the remaining bill for the contract.  A contract that I intend to honor unlike my client who signed the agreement that clearly states no refunds. 

  Customer response

  05/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because:
  The main issue is that my concerns about being overcharged went unaddressed for months. The incorrect amount of money was being taken from my account, which is NOT what I agreed to. This caused a breach in the terms of which I agreed to. This is highly alarming and concerning. We were not given any option to pay various payment amounts. We were told that a specific amount would be automatically deducted monthly from our checking accounts (attachment provided). I immediately alerted Dudley Travel about my concerns, yet they did not respond for months. This made me no longer trust the company. To date they continue to send me payment requests which is the only communication that was provided during the many months of silence when they should've been addressing my concerns (attachment provided).

  Because my concerns went unanswered it seems as if that is a tactic to force one into canceling their trip. This in turn allows the travel agency to try and keep any funds that have been paid. Travel insurance should not be forced upon any client nor would it be a suggestion if the travel agency would have upheld the ORIGINAL terms of agreement and NOT breached them. Again the breaching and being unresponsive are not being addressed.

  In regard to trying to find someone to replace me for this trip, there was a waiting list dating back to August 2022 when the trip was first booked and someone could have easily replaced me as I have been reaching out to the company since then. They purposely waited to respond to this claim as well. I fully intended to go on this trip and continued to make payments until my concerns about being overcharged continued to go unaddressed and unanswered. Again, that is highly unprofessional and alarming. I feel like I have been scammed and forced into canceling the trip on purpose. The issue still remains that I reached out for months asking for help in resolving the overcharging issue, breach of contract, and no one responded so now they want to keep my money. I just want a refund. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2019 we (***** **************** and ***** ******) booked a trip to Bali with LaRae D***** from Dudley Dreams Travel for June 2021. Due to COVID-19 the trip was postponed for June 2022, but we were not able to go at that time. We purchased insurance that was advertised on her flyer for the trip, but they denied the claim because the insurance does not cover postponement of trips. Ms. D***** told us we could not get a refund because the vendor was not providing refunds. We feel this is not our problem since we were not dealing with the vendor but with her company. She informed us that if she got 2 people to take our spot, she will provide us a refund once they paid. On June 2-12, 2022 they went on the Bali trip and had over 30 people booked for the trip as Ms. D***** told me two months prior to them going. As of today, we have received nothing from her. She does not return calls, emails, or texts. She never offered us anything for what we paid for. We paid her $5950 and she just ghosted us. What kind of business does that? Times are hard and it is sad to think that someone you trusted would do that to you. We received NOTHING for the payment she received from us, that is pure robbery. How can you take people’s money and keep it? As a business person she should not be blaming a vendor since we were paying her and not the vendor.

  Business response

  09/30/2022

  ---------- Forwarded message ---------
  From: Dudley Dream Travel <info@dudleydreamtravel.com>
  Date: Thu, Sep 29, 2022 at 3:33 PM
  Subject: Complaint ********
  To: <drteam@mybbb.org>
  

  
  

  Hello:

  
  

  This is in response to complaint *******,

  
  

  *****************************-****** signed a contract for a trip in June 2020.  The pandemic hit and all trips were canceled.  She purchased insurance for this trip and the Insurance company denied her because the trip was postponed and not canceled. 

  
  

  She was given the new dates and informed me that she could not travel on those dates so rescheduled the dates to accommodate her and then she decided to cancel.  Everyone else went on the trip.  The supplier only provided a credit which she was offered and declined.  She should be going after the insurance company for reimbursement. The supplier still has her credit if she wishes to travel.

  
  

  The trip was June 2022 after the destination reopened in March. The rates were almost double from the supplier which led to another issue.  The situation was out of my control and they declined to go. 

  
  

  She signed this contract along with everyone else that booked.

  
  

  TERMS & POLICIES

           Making reservations for this package signifies your acceptance of our Terms and Conditions.

           All payments to ********* and Dudley Dream Travel LLC are non-refundable and non-transferrable.

           Reservations must be made in your FULL NAME as it appears on your passport. If you enter your name incorrectly, a name fee may apply to correct documents.

           Prices are subject to change without notice. Please make your reservations today at this low price to be locked in.

           If you choose our payment plan, monthly payments are required to keep your reservations current unless you make larger monthly payments than what is required. You must ensure your roommate, if applicable, is also making timely monthly payments.

           If you have requested a roommate match and no one is available your room will be priced at the higher single rate.

           You can log-in to our client portal to view your account 24 hours a day.

           Late payment of $100 per person is required after the final payment date on your invoice.

           All late payment requests must be approved by management before the final payment deadline on your account.

  All cancellations must be received in writing  to DudleyDreamTravel@*****.com

  
  You can add insurance on your own at **** *********** or *********************.  It is highly recommended.

  
  

  Customer response

  10/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ***** **************** <********@*******.com>
  Date: Wed, Oct 12, 2022 at 11:45 PM
  Subject: Complaint #******** -Dudley Dreams Travel
  To: info@mybbb.org <info@mybbb.org>
  Cc: ***** **************** <********@*******.com>, ***** ****** <********@*****.com>, ***** ****** <************************@****.***>
  

  
  

  To Whom It May Concern:

  
  

  I received an email message on Monday, October 10, 2022 saying that my case was closed, and I never responded to the business response; however, I was never made aware that the business responded. Even though the case is closed, I would like to add the following information regarding her response.

   

  First and foremost, we never signed a contract as she stated in her response. We started paying for the trip in January 2020 by making monthly payments through the We Travel payment portal.

   

  Yes, we purchased insurance from ******, but the insurance company informed us that their policy does not cover postponement. Even though the trip was postponed, when the new date was provided to us we could not go due to other obligations. The date was not rescheduled to accommodate us. We told her we could not go because of another vacation. Everyone else did not go on the trip, she advertised the trip for June 2022 and got new people and told us we would get our money if she obtained others to take our place which she did (34 people). Also, we were never offered a credit and could not decline something that was never offered to us. 

   

  Ms. D***** should have obtained her own liability insurance for the vendor she was working with. We were doing business with her and not the vendor. We never signed any contract with her!! The terms and policies below are for another trip and not the Bali trip. We have never seen these policies. Even the insurance company is not the same that was on the Bali trip flyer in December 2019.

  
  

  Thank you,

   

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

   ********************

  ###-###-####

  
  Regards,
  
  ***** ****************
  

*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. ↩