AmeriSpan

Review: I used Amerispan to travel abroad to two South American countries, Ecuador and ChileThere was a change in my housing, where Amerispan failed to contact meSince I was unaware of the new housing change, a taxi brought me to the wrong addressAs I just arrived in Chile, the taxi dropped me off at the original housing assignmentThe taxi left and as I stood outside the home ringing the doorbell, no one was presentI had no cell phone service and stood baffled outside of the vacant homeA neighbor saw me and invited me in her homeNow, again, I'm a foreigner in their country, so it was a startling and potentially dangerous situation I was in at this timeAmerispan never accepted full responsibility for their error, failing to alert me of the new address, and made up excuses ( there was a systems error and they couldn't email me for four days, although I did get emails during those four days about my balance due) and I left the program earlyHowever, I paid for an EXTRA night stayThe classes were also advertised as running for hours daily, when in fact, actual class time was merely hours and minutes dailyWhen I did contact Amerispan via email, they were less than professional in the correspondenceI called when I got back into the US and I was hung up on a few times and told they would only deal with me via emailAs I responded to an email from customer service, they claimed that they never received those messages because the email address could send email messages, but could not receive them ( this is not stated on the email, nor do I believe it to be true).Desired Settlement: I have asked for a refund of the extra night stay in Chile and a partial refund for the classes/programThey keep citing policy, but this, hopefully, is a different caseI was put in a potentially dangerous situation because of their errorI should get the money refunded for the above thingsThey are unprofessional, dishonest and will not own up to their "customer satisfaction" promise
Business
Response:
Dear [redacted] My name is [redacted] and I am responsible for the Customer ServiceI confirm reception of the complaint filed by [redacted] to whom I will refer as **[redacted] from now on according to her request ----- Original Message -----From: Yahoo 1To: <[redacted]>Sent: Friday, August 09, 5:PMSubject: Re: [redacted]
Please get my name right, it's **[redacted]!
**[redacted] reserved for a Spanish course in [redacted], Ecuador that took place between 21/07/until 27/07/and another one in [redacted], Chile from 28/07/until 04/08/In both destinations **[redacted] would be accomodated in a homestay private room with two and three meals respectivelyThese services were confirmed on 24th June: ----- Original Message -----From: [redacted]To: [redacted]Sent: Monday, June 24, 10:AMSubject: [redacted] - Booking Confirmation
CONFIRMATION & INVOICE
[redacted] (ID: [redacted])
(Jun 2013)GENERAL COMMENTS
* Please read completely, your program address and contact info is near the end
* All lodging placement and/or volunteer/internship placement details will be sent separately
* Please contact us with any questions, changes or corrections at [redacted].PROGRAM PARTICULARS
PERIODYOUR FEE
[redacted], ARGENTINA - PROGRAM CANCELED
[redacted], ECUADOR - PROGRAM CANCELED
[redacted], ECUADOR - program confirmed
Please send the approximate time, you will arrive to lodging Homestay, private room with mealsJul - Jul 2013Included Private Classes (hrs/week)Jul - Jul 2013$390,00[redacted], CHILE - program confirmed
Please provide flight arrival details (date, time, airline, flt #) Homestay, private room with mealsJul - Ago 2013Included hours/day Group classesJul - Ago 2013$580,Airport transferJul 2013$25,00OTHER FEES Registration Fee$100,
TOTAL FEE$1.095,00Less amount already paid$1.095,00TOTAL AMOUNT due by Jun 2013$0.00Travel Insurance
You are not receiving travel insurance for this programWe strongly recommend that you purchase some travel insurance
[redacted], ECUADOR DETAILS:
[redacted] - [redacted]
Address: [redacted] , [redacted]
Telephone: / +[redacted]
Fax:
In-Country Contacts: /
Emergencies & Flight Delays: +[redacted]
General Information: Please report to school on your first day at 8am
Learning materials included (loan)
Deposit of USD is required for the accommodation in apartments
You should bring your own towels
[redacted], CHILE DETAILS:
[redacted]/Latin Immersion-[redacted]
Address: [redacted], [redacted], [redacted] , [redacted]
Telephone: +[redacted]
Fax:
In-Country Contacts: /
Emergencies & Flight Delays: [redacted] (School Director) [redacted] from abroad [redacted]
General Information: See Chile Need-to-Know sheets for airport pickup instructions: Upon arrival look for the [redacted] counter BEFORE leaving the customs exit and give them your nameFirst day, please arrive at08:00am
APPLICATION MATERIAL STATUS
Some programs require additional application materials such as a placement exam, resume, transcripts, waivers, etcSome of these documents may be attached or can be found at [redacted]/application_materials.asp
Your Program Requires:
Level Test - not receivedOTHER INFORMATION
Closed Dates/Holidays: See www.amerispan.com/holidaysLate payments are subject to a late fee (USD 35)
YOUR PERSONAL INFORMATION (Please Review)
Passport: [redacted]
USA
Telephone:
E-Mail: [redacted]
Emergency Contact: [redacted]
Amerispan Study Abroad
www.amerispan.com
Email: [redacted]
Contact: ###-###-#### Toll Free: [redacted]
Facebook: amerispan.com/fb Twitter: AmerispanAbroad On 24th July we received a communication from the school in [redacted] with a last minute change in the confirmed accomodation that **[redacted] should haveIt was recevied in Spain on 25th July due to time difference between America and EuropeThe initial hostfamily could not accomodate **[redacted] because they could not be at home by the time that she would arrive so we were provided with the new homestay address: [redacted]:Arrival Information: [redacted] (San JUL-28-2013)[redacted]:Wed, Jul 18:22:+0000De:booking @ [redacted] (via QuickBase) <[redacted]>Responder a:[redacted]
Arrival Information
[redacted], Chile
JUL-28-
Student:
Partner:
Email:
Rep:
Email:
AmeriSpan / [redacted] Booking
Hola,
We are ready for the Student's arrival, please confirm that you received this informationThanks
PLACEMENT TEST AM
IMPORTANT: Please note that the accommodation details has changed
This email contains arrival instructions and information on the initial part of [redacted]'s program in [redacted], Chile from JUL-28-- AUG-04-For complete details on the trip, click Program
For customer service you may email [email protected] or call us at ###-###-####
Emergencies Only: The below numbers include personal phones of school staff members
We kindly request that you use them for EMERGENCIES ONLY
For general customer service questions please call ###-###-####
([redacted]
Airport Note: Reciprocity visa fees: Citizens of the United States - U$131, Canada - U$132, Australia - U$ The fee must be paid in cash at immigration
Airport Transfer
Date:
07-28-
Flight Number:
LAN Airlines Flight [redacted]
Time:
12:pm
Look for the TransVIP counter BEFORE leaving the customs exit
Give them your name and show this printout
YOU MUST go to the TransVIP counterDO NOT accept a ride from someone claiming to work with them
Housing
Arrival:
JUL-28-2013Departure:
AUG-04-2013Name:
Telephone:
+[redacted]Address:
[redacted] #[redacted], depto intercom 143You will live with [redacted] ([redacted]) and [redacted] ([redacted]) Chilean student, no smokers, no pets, coneccion wi fiWalking distance from school, minutesChec out: 10:
walking for southwest on [redacted] to General [redacted]
turn left to stay in [redacted]Turn left towards [redacted]
Turn left to stay on [redacted]you found the school in [redacted]
School Location
Address:
Phone:
Neighborhood:
City:
[redacted], Chile
Directions and Map to School
Get off metro at [redacted] on the south(sur) side
Turn right (west) onto de Septiembre
Walk past [redacted]
Walk Past [redacted]
Turn left onto [redacted]
Walk until you reach a small plaza and continue right at the plaza
We are [redacted]
Class Information
Start Date:
JUL-29-
End Date:
AUG-02-
Placement Test:
8:am
Class Time:
9:or 14:
Type:
Group
Level (aprox):
NOTE: Class shift is assigned according to placement test
The staff will welcome you at the schoolIn case of any confusion please contact the staff about test instructions and schedule
You should bring a dictionary, notepad, and writing materials to class
Program payment, refund, change, cancellation, and holiday Policy
Please print this email and the Directions and Map to School to take with youContact me with any questionsI am happy to help you
Saludos,
[redacted] Booking
Our organization decided not to inform [redacted] but the driver that would pick her up at the airport since we were not sure if [redacted] would check her e-mail while participating in the first part of her program[redacted] informed us about the incident she had upon her arrival because the driver did not have any information about the new address ----- Original Message -----From: Yahoo 1To: [redacted]Sent: Sunday, July 28, 11:PMSubject: Re: AmeriSpan Checking In with [redacted]
Thank you for the messageEverything went well on [redacted]I could not have asked for a better familyOverall, I was pleased with everything! I've stayed with many families in my travels abroad and they, by far, were the best ever!
[redacted], Chile has not been off to a great startMy host family was not informed of my arrivalI paid for the extra pick up taxi serviceMy plane arrive an hour or so lateThe taxi dropped me off in front of the houseNo one was homeLuckily a neighbor saw me sitting in front of the house with my luggageAs kind as she is, she invited me into her homeWhen she called the host family, they told her that the school did not inform them often arrival todayIt's over an hour later and I'm still sitting at the neighbor's houseI'm lucky that they are very nice people, as the neighbors haven't been checked out by the school
Here's my problem- I'm not sure whose fault this is, but it's unacceptable! My paperwork clearly has today's date on it to start my home stayPlus, with the airport pickup they had my flight informationImagine being a foreigner, arranging lodging in advance and then no one is there once I arriveI would be a lot angrier if I didn't understand the languageThe risk of entering someone else's home is greatI don't have cell service and the friendly neighbor connected me on their wifiThis is not a great start and if things don't get better, I will demand a full refundHow does this happen?
Sent from my iPhone We contacted immediately the person in charge for the pick up service in [redacted] to investigate what happenend and our director contacted [redacted] to apologiseEl 30/07/14:38, [redacted] - Amerispan escribió: Dear [redacted],
this is [redacted], Amerispan Director
I am so sorry to read your email[redacted] forwarded me your email and put me in copy on her reply to you which was sent yesterdayWe are taking care of what happened to youI personally spoke with both [redacted] and [redacted]
We apologise as we did not sent you the family change, sorry for the incovenience
About the transfer, did you pay the driver or you did not? it was already paid by the school, you were not suppose to pay any extra[redacted] told me you did not pay any extra to the taxi, but on your email you wote you did
I´ve kindly asked [redacted] to speak to you directly as it is better and faster to find out, but she did not reach me yetWe are giving this matter the attention it deserves, but we need to hear both sides, I am sure you understeand
As soon as it is a good time to call [redacted] I will reach her, find out and let you know
Best,
After that, we received confirmation from the person in charge for the coordindation of the pick up service in [redacted] that the driver was provided with the correct address and informed immediately **[redacted] ----- Original Message -----From: Yahoo 1To: [redacted]Sent: Thursday, August 01, 9:AMSubject: Re: AmeriSpan Checking In with [redacted]
Again, if the taxi driver had the "right address" why did he ask me for the address? Are you suggesting that it was MY fault that he dropped me off at the incorrect home and I should have called the emergency number? HOW was I supposed to call the number when I didn't have a phone? Again, you are missing the point...I was dropped off, as it was dark and getting late, in a FOREIGN country and left outside a vacant home, HOW was I supposed to call anyone? This is not adequate! I would like a refund for the airport service AND the extra night of lodging for this Sat night! This blasé attitude from your company is extremely unprofessional!! I'm very disappointed and offended at your response
Sent from my iPhone
On Aug 1, 2013, at 3:AM, "[redacted]" <[redacted]> wrote:
Dear [redacted], My colleague [redacted] sent you an adequate explanationWe made a mistake not sending you the change on address but you have booked piservice at the airport and the taxi driver had the new and right address and you had the emergency telephone number where you can call in case of emergencyWe apologize for any inconvenience caused by not sending you the last changeRegards,
**[redacted] complainned in Amerispan [redacted] and disagreed with the explannation given so we checked again all the events and discover she was right, the driver did not have the correct information-------- [redacted] original --------[redacted]:Fri, Aug 12:25:+0200De:[redacted]>Para:[redacted] <[redacted]>
Dear [redacted] We have been forwarded your comments left in our [redacted] so we have revise for the second time all the information and e-mails related to your complaint and we are very sorry if you considered we were not providing you with a good service (we insisted on the fact that we only wanted to be sure that the information reached you properly but it seems we failed)You have been already refunded fot the pick up service so that your confidence in our service being restored if possible and we ask you to accept our apologies for this misunderstandingThank you very much for your kind understanding and we hope to have the opportunity in the future to demonstrate that our main goal is just to achieve our customers' satisfactionBest regards, [redacted] answered to that e-mail but that address is not habilitated for receiving e-mails but just to send themSince she did not obtain any answer, [redacted] contacted our office via telephone and started shouting and insulting several members of our staff[redacted] was kindly requested to depose that unnacceptable behaviour but she did not[redacted] was advised to calm down because that was not tolerable but her attitude became even more unacceptable[redacted] was informed that the communication would be cut and accepted only in writing and requested to re-send the e-mail that was not received: ----- Original Message -----From: [redacted] - AmerispanTo: [redacted]Sent: Thursday, August 08, 6:PMSubject: Re: Fwd: [redacted]
Dear [redacted]
Thank you for your email
The customer service is an address to send emails, not to receiveI will not explain to you how we organize our job
If you need to contact us please send your emails to my address, or to [redacted], or to [redacted]
Now we know why we did not receive your email from August 5th
There is no reason to shout on the phoneAs you said, we are adults
I will talk to the customer service ([redacted]) who takes care of the complaintsI will get back to you tomorrow
Best,
<[redacted]>[redacted]
Amerispan Study Abroad
www.amerispan.com
Email: [redacted]
Contact: ###-###-#### Toll Free: [redacted]
Facebook: amerispan.com/fb Twitter: AmerispanAbroad
Important: This message is intended exclusively for its addresses and may contain information that is CONFIDENTIAL & protected by professional privilegesIf you are not the intended recipient you are hereby notified that any dissemination, copy or disclosure of this communication is strictly prohibited by law.If this message has been received in error, please immediatly notify us via e-mail and delete it.El 08/08/17:58, Yahoo escribió:
Please check the dates below when this was sent! You have terrible customer service skillsCustomer satisfaction is not a priorityDon't blame the computer system for you not sending me the correct addressPlease accept responsibility for not sending me the addressI am looking for the three things listed in this email and an apology for the way you've treated me would be nice as well
Sent from my iPhone
Begin forwarded message:
From: Yahoo <[redacted]>
Date: August 5, 2013, 12:58:PM CDT
To: "[redacted]
Subject: Re: [redacted]
Good afternoon!
I was wondering when I was going to get contacted by someone from customer serviceI think that my issues are pretty substantial and should get some immediate attention
As previously stated, I wish to be reimbursed for the following: The hotel transportation in [redacted], Chile
The extra night lodging I paid for on the evening of Sat, Aug 3rd
Additionally, a partial refund for the classes in [redacted]I signed up to take hours of classes per dayAs previously mentioned, classes only ran for hours and minutes per dayThat's misleading and deceitful on Amerispan's partIf you weren't aware of that, you are now
Please advise, as this is aggravating for me to continuously send emails without much of a response from your company
Regards,
Sent from my iPhone I was forwarded [redacted] complaint and request for compensation and this anwered was sent from [redacted]: On Aug 9, 2013, at 4:AM, <[redacted]> wrote:
Dear [redacted] Amerispan director, [redacted] has forwarded me your complaint which I regret so muchI confirmed you in my e-mail sent to you on 2nd August that you have been already refunded for the pick up service, so I would ask for your kind cooperation in order to confirm that you have received itThank you in adavanceIn relation to point number two, you reserved and received an extra night in your accomodation according to our information so, could you please clarify why do you consider this extra night should be refunded? Thank you in advanceLast point you mention was already explainned to you on the telephone: it is clearly stated in the General Conditions that you accepted when enrolling in our programs that lessons may last 45-minutes since they cannot be literally interpreted in terms of minutes time: Class Hours & SchedulesThroughout this website, we use the term "class hours" which should be interpreted like "university hours"If a program lists hours/week, you will receive sessions/weekThese sessions vary from school to school and range from minutes to minutes.Classes are scheduled either in the morning, the afternoon or the morning and the afternoonAmeriSpan CAN NOT guarantee specific scheduling requestsScheduling is set by each individual partner school and may be affected by the program that you select, your language level and/or the time of year that you are participating.Thank you very much for your kind comprehension.Best regards[redacted] misinterpreted that the mail was sent from [redacted] blaming us to have lied her, so we asked **[redacted] to note they were different e-mail accountsOn Aug 9, 2013, at 8:AM, <[redacted]> wrote:
Dear [redacted] You was told that we do not receive any mails in [redacted] and that we have habilitated this new address [redacted], please note the difference before making wrong conclussionsThank you for you cooperation[redacted] is our director so I am afraid that is the maximum you can escale this matter, who is already in copy of this e-mailThank you very much Best regards,[redacted] DíazFrom: Yahoo 1To: <[redacted]>Cc: Amerispan - [redacted]Sent: Friday, August 09, 3:PMSubject: Re: [redacted]
And why would you send me another email from the same address you claim cannot receive message? Really?
Sent from my iPhone [redacted] disagree with our position and requested to speak with someone else but she has already spoken with each member of our staff so her complaint could not be furhter scaled ----- Original Message -----From: Yahoo 1To: <[redacted]>Sent: Friday, August 09, 4:PMSubject: Re: [redacted]
Please send me the address and phone number of someone else I may speak to because your response is unacceptable! I may be fighting for more money now because I am 100% unsatisfied with your responseI doubt you read my message
Please send me the name and phone number so that I can contact someone else who knows something about customer service!
Funny, you can respond from this address but [redacted] told me yesterday the only reason you didn't contact me back last week was because you didn't receive my messagePlease stop the games!
Sent from my iPhone
On Aug 9, 2013, at 7:AM, <[redacted]> wrote:
Dear [redacted] Yes, I have been explainned the conversation that you had on the telephone with [redacted] and [redacted] and I have been also provided with all the e-mails that you have sent and/or received to/from our company and I do not find any example of what you are describing in relation to our staff behaviourThere was a mistake and our apologies were sent to you as soon as we realized that you were right and your money refunded immediatelyThat is what a Customer Service does, investigate and rectify a situation if considered necessary as we didWe do not agree with the rest of your complaint because no other mistakes have been made and all the services have been properly provided as stated in General Condicions and most of your complaint is based on personal appreciations which they are absolutely respcetable as well as those coming from other customers which may not coincide with yoursThank you very much for your cooperation and sorry for all the inconveniences caused to youBest regards [redacted]----- Original Message -----From: Yahoo 1To: <[redacted]>Sent: Friday, August 09, 3:PMSubject: Re: [redacted]
Yes, as I told [redacted] yesterday before she hung up on me, I DID receive the refund for the airport pick up
In regards as to WHY I deserve my money back from the EXTRA night in [redacted], I did not stay there the extra nightIn fact, I left the residence on Thursday afternoonNotice how I'm not asking to be refunded for Thursday and Friday as well? My experience in [redacted] started off poorly and the lack of support I received from your company just made it worseThe week prior to my stay in [redacted] I was hounded with emails from [redacted] how I needed to pay for the extra night lodgingYet, she claims that there was a systems glitch and therefore your company was unable to send me the change in residenceI saw the email that the school in [redacted] sent to [redacted] on the Wed before my arrivalSomeone made a huge mistake by not sending me the information and no one has apologized for that to dateInstead of someone like [redacted] blaming me and writing such thoughtless things like "you had an emergency number to call," how about look at the situationI was ALONE in a foreign country sitting in front of a home where no one was presentHOW was I supposed to call anyone? Maybe on your list of items to bring you should include a working cell phone in case you're stranded and you'll be able to call the emergency number
The flippant and blasé attitude I've seen from your company demonstrates a company powered by greed and lacking in customer service or regard for satisfactionWhat's the big deal if I were even refunded 50% for the [redacted] program? Your company still made lots of money off of me and othersIf my situation isn't the norm, then the manner in which you handle this should be different as wellI've read the negative reviews and sent countless emailsI'm angry because there should be resolve in this situationI've been disrespected by [redacted] and other employees and its unprofessionalIf I felt respected by your company and received correspondence regarding my situation, I would not be as upsetHowever, even after [redacted] was informed of what happened to me, it wasn't like I got an immediate responseI still was initiating contactYour company showed no interest in anything other than running my credit card and collecting moneyAll of the tips sent about being in a foreign country include being aware of surroundingsWas I supposed to walk down a dark, empty street looking for a phone or knock on a neighbor's door and ask to use their phoneIt's common senseI was put in a potentially dangerous situation because of an error made by your company and you are asking me to explain why I should be refunded money? Shame on you! Would you have told my family that something awful happened to me because I went into a stranger's house or would you be honest an say you made a mistake? Don't simply attach a slogan on your papers and website about customer satisfaction, when in fact, it means nothingWe would not be at this stage arguing about money had YOUR company sent me the correct informationGive me a break with quoting policies and refusing to make this right
This is really starting to get old, as I'm repeating the same information over and overHave someone call me that's really in charge and isn't as rude, disrespectful, deceitful and unpleasant as [redacted]If she's supposed to be the boss or owner, she can learn some lessons in being a better manager and an empathetic person, especially when this is all the fault of your company!
Regards
According to this information, Amerispan considers 1.- [redacted] was not provided with an adequate pick up service and therefore, [redacted] was refunded for that service2.- Classes provided correspond to what stated in terms and conditions ([redacted]), known and accepted by [redacted]3.- No refunds can be given for any cancellations made later than weeks prior to arrival or during your stay, so we will not refund for the extra night cancelled Thank you very much for your kind intermediation and please, do not hesitate to contact me if any other information is required: I will be more than pleased to cooperate as much as I canKindest regards[redacted]