Dear Mr. [redacted]: I am sorry to hear that you have had to cancel your son 's trip due to medical reasons and certainly hope that you and/or [redacted] recover well. Attached is a copy of the Terms &...
Conditions you were presented with and agreed to upon registration. These Terms & Conditions provide detailed information regarding the cancellation and refund policies, as well as the Cancellation Protection Plus (CPP) Program Benefits. As you know, pursuant to the Terms & Conditions. ·'all pa11icipants are provided with limited additional Travel Insurance coverage (underwritten by [redacted] American lnsurance Company) that provides for a PARTIAL REFUND of cancellation fees up to $300 for a covered reason (up to $3,000 if you cancel due to ·'terrorism,'· including travel warnings), up to $250 of extra airfare that may be required due to a covered injury, sickness or death of you or a family member:· It is my understanding that you spoke with our customer support team on August l I, 2015 regarding yo ur desire to cancel [redacted] 's account due to health reasons. At that time you were provided with an overview of the cancellation process and advised that cancellations due to medical reasons are processed through [redacted] Insurance Company. All WorldStrides would need from you to start this process is a cancellation letter, mentioning that the cancellation was due to medical reasons, and then we would forward the appropriate [redacted] claim forms which would need to be completed and sent directly to [redacted] Insurance Company for consideration. On August 14, 20 I 5, you spoke with our customer support team and were advised that we were in receipt of the letter requested and that we \\1ould be forwarding you the necessary forms to obtain a refund from [redacted] Insurance. Unfortunately, due to technical issues, the customer support team was delayed in processing your cancellation and you only recently received the [redacted] forms for completion. I do apologize for the delay and for the frustration this situation has caused you. In light of the forgoing, we are making an exception to the Terms & Conditions and providing you with your refund while you continue to pursue your claim with [redacted] Insurance Company for cancellation fees up to $300. Accordingly, your refund from WorldStrides in the amount of $750 will be processed and promptly forwarded to you via check. Again, I apologize for the frustration and dissatisfaction this situation has caused you and do hope that [redacted] is in a position to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted]) in Richmond. Sincerely,[redacted]
Dear Ms. [redacted]: Thank you for contacting WorldStrides regarding your son 's account. lt is my understanding that Cameron is scheduled to accompany [redacted] on their upcoming trip to Washington, D.C. and you have some concerns regarding receipt of payment. In...
researching this matter, it appears that we have received the following payments on [redacted]'s behalf: $49.00 via online upon registration on June 5, 2015, two $200.00 checks via mail on August 28, 2015 and another $200.00 check via mail on September 14, 2015. It does appear that there was a delay in receiving the checks which eventually made their way to us on August 28, 2015. Our records indicate that this delay was due to payment being forwarded to an incorrect address. Please accept my apology if this was not the case. It seems that we are now in receipt of all payments previously forwarded and are certainly pleased with this result. For future payments, if you are uncomfortable with the mail in option, there are a couple of other options we can provide. When you registered online you had the opportunity to set up a MyTrip account which would allow you to make payments, track payments, check your balance and/or review your payment history. If you have not already done so and prefer to make payments on line, I encourage you to set up a MyTrip account at your earliest opportunity. Payments can also be made via phone by calling our customer support team at [redacted]. I apologize for any confusion and/or frustration this situation has caused you. However, I do hope that the explanation above addresses your concerns. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond. Sincerely, A [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Below was the email I sent to the company in response: Jessica S[redacted]
Thank you for responding. No, this is NOT the way that the contract is lead for the consumer to believe. Nor is it even what I was told yesterday; one rude rep, two supervisors.
I've been told multiple things. One which I understand a $99.00 deposit. FINE. I understand that $99.00 goes to the total balance of the trip. Key word "total balance." I was told I would get a refund for the 80% (your company said 75% just yesterday). I was given a figure two different dates $386.00. The supervisor even acknowledged that that's what I was quoted. That amount didn't make sense then, neither does the 312.00.
At this point this is 3 hours+, 5 states away and more trouble than it should've been. She doesn't go to the school and we do not live in the state. I give you the 75%. This makes up for the $99.00 deposit. If I don't get the proper refund, I'm continuing with the Revdex.com Complaint.
Thank you,
[redacted]
Account Service Representative
Commercial Services
[redacted]
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account, it was a pleasure speaking to you today. Upon review there was an internal error that resulted in you not receiving your full refund due. We apologize for the inconvenience. The total refund...
due to you is $238.00, which we will process this Tuesday back to your [redacted] card on file. I hope this satisfies your outstanding concerns and thank you for working with us to resolve this matter. I hope that Ryan is able to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond. Sincerely, Jessica Saha VP Customer Service
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
This Company has got to have the WORST Customer Service Department EVER! Due to a lack of communication on BOTH parties, my daughter will NOT be able to attend her much earned Graduation Trip. Over a $50 payment. After continuously requesting to speak to a Supervisor I was rerouted to various customer service reps. That were anything but helpful, [redacted] was extremely rude and disconnected the call. I called Customer Service requested a supervisor, and was connected with a Supervisor named [redacted], who was very helpful and we reached an agreement regarding the $50 payment. Going to the school on the 2nd of Feb. I was informed that my daughter was being dropped from the trip for lack of payment. The next day I called and was not able to contact Ms. [redacted], spoke with a Rep. named [redacted], who was extremely rude and stated that the decision was already made. Again I asked for a Supervisor and was denied. Frustrated with the run around, I made a complaint with the Revdex.com, immediately after that, I receive a phone call and an E-mail from the VP of Customer Service basically defending her employees and canceling my daughters trip and giving me a FULL REFUND (although it's against policy)! I am also sending you another e-mail from Worldstrides, that I received on Saturday Feb. 6th 2016 at 12:01am stating that I contact them to resolve the issue, giving me a sense of false hope. So when I call first thing Monday morning, I was informed that since the refund was sent, disregard that e-mail! I never requested a refund. All I wanted was for my daughter to attend her Graduation Trip.
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Thank you, for assisting me with this matter. However, I am still not satisfied. The main reason I cancelled the trip was because they gave misleading information. They said the trip was one weeklong, my understanding it is only 4 day trip. I had no intention of canceling until I realized it was over priced. When I signed up I was aware of the $49 cancellation fee not any other fees. The cancellation agreement it's extremely small and should be more visible to the naked eye. Sincerely [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I want this company to be more professional.
1. I canceled 2/4 and did not receive a check until last week 4/13. It's not hard to refund electronically. The same way they took my money, they should have refunded.2. I didn't receive a check a refund until after I'd gotten in touch with Revdex.com. Yet I'm charged $89.3. Why should I have to pay $89. for a Full Refund Program, when they're keeping the initial deposit of $99. So I'm out $207. and all I received is a $19. t-shirt. 4. Their secretary answers the phone and connects you to someone whose never there.
Regards,
[redacted]
Thank you for sharing Ms. [redacted] concerns about her son’s recent trip to the Inauguration with WorldStrides. We are sorry to hear that aspects of the trip did not meet her satisfaction and we appreciate her feedback and opportunity to address her concerns. Our WorldStrides team worked...
closely with the Lindsay O[redacted] the Program Leader for [redacted] to insure the best decisions were made for the entire tour group. Based on the conversations we had with the Program Leader regarding the itinerary changes, we have decided to refund each participant $[redacted].**. Our WorldStrides team has reached out to the Butlers on several occasions regarding their concerns. January 20th – Our WorldStrides Tour Central office in [redacted] shared the below series of events with the [redacted]: 5:30AM – [redacted] departs for the 7th Street entrance to the Inauguration 11:30AM – WorldStrides Course Leader suggests that the four groups move to another entrance location because of the long line. Lindsay O[redacted] along with two other groups agree that was the best decision. The participants from [redacted] feel behind and was unable to keep up with the other groups. Lindsay O[redacted] recognized this and instructed her students to stop and watch the Inauguration on their phones because she knew they would not make it to the gate. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. We are sorry that in this instance we did not meet travel expectations. Should you have any further questions regarding this complaint, please feel free to contact the WorldStrides Team at 800-468-5899. Thank you Amy C[redacted] Financial Services Manager Revdex.com Case Number - [redacted]
Dear Ms. [redacted]:Thank you for contacting WorldStrides
regarding your daughter’s account. It is
my understanding that [redacted] was scheduled to accompany [redacted] Middle School on
their upcoming trip to Washington, D.C.
however you cancelled her account in November and have...
concerns
regarding the online registration and payments process. On October 15th, 2015, during the online
registration process, you were presented with an option to sign up for our
EZPay automated payment option. This is
a voluntary payment option which is selected during the sign up process. This is our most popular payment option, but other
payment methods are available. Prior to automated payments being withdrawn
customers are sent a payment schedule for review and if there are any questions
or concerns they can contact Customer Service to discuss alternative payment
options. We have several flexible
payment options available to assist our parents’ individual needs. On
October 30th, 2015 you contacted our Customer Service Team and we
removed you from EZPay and offered to work with you on an alternative payment
option, but you declined and requested cancellation of the account. We provided instructions on how to cancel the
trip per our Terms and Conditions.[redacted] is a screen shot of the payment
selection screen and the Terms & Conditions acknowledgment. As you can see, in order to move forward with
registration you would have had to agree to the Terms & Conditions. Those Terms & Conditions provided a
detailed explanation of the cancellation and refund policies, as well as the
$99 non-refundable deposit.I apologize for the inconvenience and
dissatisfaction this situation has caused.
I hope that this explanation addresses your concerns and that [redacted] is
able to travel with WorldStrides in the future.Should you have any further questions or
concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this
correspondence as part of our response to the recent filing you made with the
Revdex.com (Case #: [redacted]) in Richmond.Sincerely, [redacted]
[redacted]
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account. It is my understanding [redacted] was scheduled to accompany Stem Magnet School on their upcoming trip to Florida but the account was cancelled and you continue to have some concerns regarding your...
refund. On May 12, 2015 when you registered online, you were presented with and agreed to certain Terms & Conditions. Those Terms & Conditions provided a detailed explanation of the cancellation policy, fees, and the refund policies, as well as the $49 non-refundable deposit and information regarding the Full Refund Program Fee. During the enrollment process, you declined enrollment in the Full Refund Program which placed your account under our standard cancellation policy. Standard Cancellation Policy: This policy applies to participants who choose 11 01 to be enrolled in the Full Refund Program. Within seven calendar days following receipt of your registration confirmation or initial payment invoice (whichever is received first), you may cancel your WorldStrides program and receive a.full refund. Beyond the seven day grace period, if you, the Program Leader, school, or school administration canal, WorldStrides will retain 25% if the hase trip price• (minimum charge of $120 if hase trip price is $400 or more) ifyour cancellation lefter is postmarked more rhan 75 days prior to the group's departure, 50% of the base trip price* if your cancellation letter is postmarked 45 to 74 days prior to group 's departure. nr I 00% nf the hase trip price* if your cancellation letter is postmarked 44 days or less prior to group's departure. Upon review we could not locate any emails or submitted web forms from you requesting cancellation of the account and one contact via phone on 6/14. We did attempt to contact you via email on 3/11 and an outbound call on 3/ 17 as your account was at risk of cancellation. If we had received your cancellation notification earlier than 45 days it would not have changed the refund amount as the total payments into the account was less than 25% of the base trip price. I hope that this explanation addresses your concerns and that [redacted] is able to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond. Sincerely, Jessica S[redacted] VP Customer Service
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The representative from the company failed to address our concerns. In order to enroll in the program for automatic payments, the customer must accept the Terms & Conditions. These Terms and Conditions are then never referenced again, including in the confirmation letter. There is no mention of a dollar amount and no link to the Terms & Conditions in any of the confirmations or correspondence that follows. Further, the program is called the FULL REFUND PROGRAM, and this is deliberately misleading as there is no Full Refund offered. The company says to contact their customer service with questions, which we did. However, the representative fails to address why the company's customer service staff failed to reference these Terms & Conditions on 2 out of 3 calls. They did not offer to send us a copy and could not furnish any proof that we had signed any agreement to these Terms & Conditions. Further, the representative, who perhaps hopes to intimidate the customer with her title of "paralegal," fails to address our complaint that a customer service agent told us we would get the $197 back if we sent a letter. We sent the letter and got no reply at all. The supervisor referenced in the complaint never followed through with his investigation either. If they refuse to refund the $197, I suppose we will have to try our case in the court of social media and ensure the teacher, school, and district find another vendor going forward. I thank the Revdex.com for their assistance.
Regards,
[redacted]
Dear [redacted]We are in receipt of your complaint filed with the BetterBusiness Bureau regarding unwanted sales phone calls.In researching this matter, I did find that the call volumewas unusually high. I have spoken with the Sr. Vice president of Sales and wehave specifically placed [redacted]...
[redacted] on a “no call” status.I apologize for the inconvenience and frustration thismatter has caused you.You should not receive any further calls from WorldstridesEducation ravel Specialists. However, if you do, please feel free to contact medirectly at [redacted] for handling. We will be providing a copy of thiscorrespondence as part of our response to the recent filing you made with theRevdex.com (case#: [redacted]) in Richmond.Sincerely,[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected] morning- I have accepted the resolution...but will accept once I receive my refund that is due to me...hope you understand...thank you!
Regards,
[redacted]
Dear Mr. [redacted]: I am sorry to hear that you have had to cancel your son 's trip due to medical reasons and certainly hope that you and/or [redacted] recover well. Attached is a copy of the Terms &...
Conditions you were presented with and agreed to upon registration. These Terms & Conditions provide detailed information regarding the cancellation and refund policies, as well as the Cancellation Protection Plus (CPP) Program Benefits. As you know, pursuant to the Terms & Conditions. ·'all pa11icipants are provided with limited additional Travel Insurance coverage (underwritten by [redacted] American lnsurance Company) that provides for a PARTIAL REFUND of cancellation fees up to $300 for a covered reason (up to $3,000 if you cancel due to ·'terrorism,'· including travel warnings), up to $250 of extra airfare that may be required due to a covered injury, sickness or death of you or a family member:· It is my understanding that you spoke with our customer support team on August l I, 2015 regarding yo ur desire to cancel [redacted] 's account due to health reasons. At that time you were provided with an overview of the cancellation process and advised that cancellations due to medical reasons are processed through [redacted] Insurance Company. All WorldStrides would need from you to start this process is a cancellation letter, mentioning that the cancellation was due to medical reasons, and then we would forward the appropriate [redacted] claim forms which would need to be completed and sent directly to [redacted] Insurance Company for consideration. On August 14, 20 I 5, you spoke with our customer support team and were advised that we were in receipt of the letter requested and that we \\1ould be forwarding you the necessary forms to obtain a refund from [redacted] Insurance. Unfortunately, due to technical issues, the customer support team was delayed in processing your cancellation and you only recently received the [redacted] forms for completion. I do apologize for the delay and for the frustration this situation has caused you. In light of the forgoing, we are making an exception to the Terms & Conditions and providing you with your refund while you continue to pursue your claim with [redacted] Insurance Company for cancellation fees up to $300. Accordingly, your refund from WorldStrides in the amount of $750 will be processed and promptly forwarded to you via check. Again, I apologize for the frustration and dissatisfaction this situation has caused you and do hope that [redacted] is in a position to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case #: [redacted]) in Richmond. Sincerely,[redacted]
Dear Ms. [redacted]: Thank you for contacting WorldStrides regarding your son 's account. lt is my understanding that Cameron is scheduled to accompany [redacted] on their upcoming trip to Washington, D.C. and you have some concerns regarding receipt of payment. In...
researching this matter, it appears that we have received the following payments on [redacted]'s behalf: $49.00 via online upon registration on June 5, 2015, two $200.00 checks via mail on August 28, 2015 and another $200.00 check via mail on September 14, 2015. It does appear that there was a delay in receiving the checks which eventually made their way to us on August 28, 2015. Our records indicate that this delay was due to payment being forwarded to an incorrect address. Please accept my apology if this was not the case. It seems that we are now in receipt of all payments previously forwarded and are certainly pleased with this result. For future payments, if you are uncomfortable with the mail in option, there are a couple of other options we can provide. When you registered online you had the opportunity to set up a MyTrip account which would allow you to make payments, track payments, check your balance and/or review your payment history. If you have not already done so and prefer to make payments on line, I encourage you to set up a MyTrip account at your earliest opportunity. Payments can also be made via phone by calling our customer support team at [redacted]. I apologize for any confusion and/or frustration this situation has caused you. However, I do hope that the explanation above addresses your concerns. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond. Sincerely, A [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Below was the email I sent to the company in response: Jessica S[redacted]
Thank you for responding. No, this is NOT the way that the contract is lead for the consumer to believe. Nor is it even what I was told yesterday; one rude rep, two supervisors.
I've been told multiple things. One which I understand a $99.00 deposit. FINE. I understand that $99.00 goes to the total balance of the trip. Key word "total balance." I was told I would get a refund for the 80% (your company said 75% just yesterday). I was given a figure two different dates $386.00. The supervisor even acknowledged that that's what I was quoted. That amount didn't make sense then, neither does the 312.00.
At this point this is 3 hours+, 5 states away and more trouble than it should've been. She doesn't go to the school and we do not live in the state. I give you the 75%. This makes up for the $99.00 deposit. If I don't get the proper refund, I'm continuing with the Revdex.com Complaint.
Thank you,
[redacted]
Account Service Representative
Commercial Services
[redacted]
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account, it was a pleasure speaking to you today. Upon review there was an internal error that resulted in you not receiving your full refund due. We apologize for the inconvenience. The total refund...
due to you is $238.00, which we will process this Tuesday back to your [redacted] card on file. I hope this satisfies your outstanding concerns and thank you for working with us to resolve this matter. I hope that Ryan is able to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond. Sincerely, Jessica Saha VP Customer Service
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
This Company has got to have the WORST Customer Service Department EVER! Due to a lack of communication on BOTH parties, my daughter will NOT be able to attend her much earned Graduation Trip. Over a $50 payment. After continuously requesting to speak to a Supervisor I was rerouted to various customer service reps. That were anything but helpful, [redacted] was extremely rude and disconnected the call. I called Customer Service requested a supervisor, and was connected with a Supervisor named [redacted], who was very helpful and we reached an agreement regarding the $50 payment. Going to the school on the 2nd of Feb. I was informed that my daughter was being dropped from the trip for lack of payment. The next day I called and was not able to contact Ms. [redacted], spoke with a Rep. named [redacted], who was extremely rude and stated that the decision was already made. Again I asked for a Supervisor and was denied. Frustrated with the run around, I made a complaint with the Revdex.com, immediately after that, I receive a phone call and an E-mail from the VP of Customer Service basically defending her employees and canceling my daughters trip and giving me a FULL REFUND (although it's against policy)! I am also sending you another e-mail from Worldstrides, that I received on Saturday Feb. 6th 2016 at 12:01am stating that I contact them to resolve the issue, giving me a sense of false hope. So when I call first thing Monday morning, I was informed that since the refund was sent, disregard that e-mail! I never requested a refund. All I wanted was for my daughter to attend her Graduation Trip.
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Thank you, for assisting me with this matter. However, I am still not satisfied. The main reason I cancelled the trip was because they gave misleading information. They said the trip was one weeklong, my understanding it is only 4 day trip. I had no intention of canceling until I realized it was over priced. When I signed up I was aware of the $49 cancellation fee not any other fees. The cancellation agreement it's extremely small and should be more visible to the naked eye. Sincerely [redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I want this company to be more professional.
1. I canceled 2/4 and did not receive a check until last week 4/13. It's not hard to refund electronically. The same way they took my money, they should have refunded.2. I didn't receive a check a refund until after I'd gotten in touch with Revdex.com. Yet I'm charged $89.3. Why should I have to pay $89. for a Full Refund Program, when they're keeping the initial deposit of $99. So I'm out $207. and all I received is a $19. t-shirt. 4. Their secretary answers the phone and connects you to someone whose never there.
Regards,
[redacted]
Thank you for sharing Ms. [redacted] concerns about her son’s recent trip to the Inauguration with WorldStrides. We are sorry to hear that aspects of the trip did not meet her satisfaction and we appreciate her feedback and opportunity to address her concerns. Our WorldStrides team worked...
closely with the Lindsay O[redacted] the Program Leader for [redacted] to insure the best decisions were made for the entire tour group. Based on the conversations we had with the Program Leader regarding the itinerary changes, we have decided to refund each participant $[redacted].**. Our WorldStrides team has reached out to the Butlers on several occasions regarding their concerns. January 20th – Our WorldStrides Tour Central office in [redacted] shared the below series of events with the [redacted]: 5:30AM – [redacted] departs for the 7th Street entrance to the Inauguration 11:30AM – WorldStrides Course Leader suggests that the four groups move to another entrance location because of the long line. Lindsay O[redacted] along with two other groups agree that was the best decision. The participants from [redacted] feel behind and was unable to keep up with the other groups. Lindsay O[redacted] recognized this and instructed her students to stop and watch the Inauguration on their phones because she knew they would not make it to the gate. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. On Jan 26, 2017, at 12:42 PM, Leslie W[redacted] <[redacted]> wrote: Ms. [redacted] Thank you for contacting WorldStrides and for taking the time to express your concerns about [redacted] recent [redacted] trip. Unfortunately, due to security concerns, there were unanticipated traffic delays and closings of previously designated access points to the [redacted] and other locations that caused delays and usage of alternate routes. WorldStrides works closely with our Program Leaders to make the experience positive and enjoyable. Due to circumstances beyond our control, protestors and traffic delays, adjustments had to be made to itineraries with the consent of our Program Leaders. In light of these mishaps WorldStrides is refunding back to you $[redacted] of the trip price. We understand that you cannot put a price on memories or experience, your feedback is invaluable and will help our planners to improve overall trip experience. We are sorry that in this instance we did not meet travel expectations. Should you have any further questions regarding this complaint, please feel free to contact the WorldStrides Team at 800-468-5899. Thank you Amy C[redacted] Financial Services Manager Revdex.com Case Number - [redacted]
Dear Ms. [redacted]:Thank you for contacting WorldStrides
regarding your daughter’s account. It is
my understanding that [redacted] was scheduled to accompany [redacted] Middle School on
their upcoming trip to Washington, D.C.
however you cancelled her account in November and have...
concerns
regarding the online registration and payments process. On October 15th, 2015, during the online
registration process, you were presented with an option to sign up for our
EZPay automated payment option. This is
a voluntary payment option which is selected during the sign up process. This is our most popular payment option, but other
payment methods are available. Prior to automated payments being withdrawn
customers are sent a payment schedule for review and if there are any questions
or concerns they can contact Customer Service to discuss alternative payment
options. We have several flexible
payment options available to assist our parents’ individual needs. On
October 30th, 2015 you contacted our Customer Service Team and we
removed you from EZPay and offered to work with you on an alternative payment
option, but you declined and requested cancellation of the account. We provided instructions on how to cancel the
trip per our Terms and Conditions.[redacted] is a screen shot of the payment
selection screen and the Terms & Conditions acknowledgment. As you can see, in order to move forward with
registration you would have had to agree to the Terms & Conditions. Those Terms & Conditions provided a
detailed explanation of the cancellation and refund policies, as well as the
$99 non-refundable deposit.I apologize for the inconvenience and
dissatisfaction this situation has caused.
I hope that this explanation addresses your concerns and that [redacted] is
able to travel with WorldStrides in the future.Should you have any further questions or
concerns, please feel free to contact me directly at [redacted] We will be providing a copy of this
correspondence as part of our response to the recent filing you made with the
Revdex.com (Case #: [redacted]) in Richmond.Sincerely, [redacted]
[redacted]
Dear Ms. [redacted], Thank you for contacting WorldStrides regarding your son's account. It is my understanding [redacted] was scheduled to accompany Stem Magnet School on their upcoming trip to Florida but the account was cancelled and you continue to have some concerns regarding your...
refund. On May 12, 2015 when you registered online, you were presented with and agreed to certain Terms & Conditions. Those Terms & Conditions provided a detailed explanation of the cancellation policy, fees, and the refund policies, as well as the $49 non-refundable deposit and information regarding the Full Refund Program Fee. During the enrollment process, you declined enrollment in the Full Refund Program which placed your account under our standard cancellation policy. Standard Cancellation Policy: This policy applies to participants who choose 11 01 to be enrolled in the Full Refund Program. Within seven calendar days following receipt of your registration confirmation or initial payment invoice (whichever is received first), you may cancel your WorldStrides program and receive a.full refund. Beyond the seven day grace period, if you, the Program Leader, school, or school administration canal, WorldStrides will retain 25% if the hase trip price• (minimum charge of $120 if hase trip price is $400 or more) ifyour cancellation lefter is postmarked more rhan 75 days prior to the group's departure, 50% of the base trip price* if your cancellation letter is postmarked 45 to 74 days prior to group 's departure. nr I 00% nf the hase trip price* if your cancellation letter is postmarked 44 days or less prior to group's departure. Upon review we could not locate any emails or submitted web forms from you requesting cancellation of the account and one contact via phone on 6/14. We did attempt to contact you via email on 3/11 and an outbound call on 3/ 17 as your account was at risk of cancellation. If we had received your cancellation notification earlier than 45 days it would not have changed the refund amount as the total payments into the account was less than 25% of the base trip price. I hope that this explanation addresses your concerns and that [redacted] is able to travel with WorldStrides in the future. Should you have any further questions or concerns, please feel free to contact me directly at [redacted]. We will be providing a copy of this correspondence as part of our response to the recent filing you made with the Revdex.com (Case#: [redacted]) in Richmond. Sincerely, Jessica S[redacted] VP Customer Service
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The representative from the company failed to address our concerns. In order to enroll in the program for automatic payments, the customer must accept the Terms & Conditions. These Terms and Conditions are then never referenced again, including in the confirmation letter. There is no mention of a dollar amount and no link to the Terms & Conditions in any of the confirmations or correspondence that follows. Further, the program is called the FULL REFUND PROGRAM, and this is deliberately misleading as there is no Full Refund offered. The company says to contact their customer service with questions, which we did. However, the representative fails to address why the company's customer service staff failed to reference these Terms & Conditions on 2 out of 3 calls. They did not offer to send us a copy and could not furnish any proof that we had signed any agreement to these Terms & Conditions. Further, the representative, who perhaps hopes to intimidate the customer with her title of "paralegal," fails to address our complaint that a customer service agent told us we would get the $197 back if we sent a letter. We sent the letter and got no reply at all. The supervisor referenced in the complaint never followed through with his investigation either. If they refuse to refund the $197, I suppose we will have to try our case in the court of social media and ensure the teacher, school, and district find another vendor going forward. I thank the Revdex.com for their assistance.
Regards,
[redacted]
Dear [redacted]We are in receipt of your complaint filed with the BetterBusiness Bureau regarding unwanted sales phone calls.In researching this matter, I did find that the call volumewas unusually high. I have spoken with the Sr. Vice president of Sales and wehave specifically placed [redacted]...
[redacted] on a “no call” status.I apologize for the inconvenience and frustration thismatter has caused you.You should not receive any further calls from WorldstridesEducation ravel Specialists. However, if you do, please feel free to contact medirectly at [redacted] for handling. We will be providing a copy of thiscorrespondence as part of our response to the recent filing you made with theRevdex.com (case#: [redacted]) in Richmond.Sincerely,[redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected] morning- I have accepted the resolution...but will accept once I receive my refund that is due to me...hope you understand...thank you!
Regards,
[redacted]