Thank you for your messageThe application for the EF tour referenced in the complaint was received on our website, www.eftours.com.In order to complete an application, the parent or guardian must agree to the EF booking conditions, which include our cancellation policyThey may be reviewed at www.eftours.com/BC.EF's cancellation policy states that any cancellation received prior to days before departure, will receive a full refund, less the $deposit, all non-refundable fees and a $cancellation feeEF has a cancellation with replacement option, that allows for a greater refund, if another traveler takes the place of the cancelled traveler.EF will honor this option if another traveler enrols on the tour and adjust the refund.Sincerely,EF Education
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below My daughter expectantly lost her summer employment According to the cancelation coverage provided by EF Tours, which was paid for initially, the $cancelation fee should be covered under "unexpected loss of employment"Please revisit this complaint and request for refund Regards, [redacted]
I have spoke to [redacted] and advised her that her home warranty company orders and pay for the service parts that are needed to repair her unit, and they pay us to install the parts they purchase. The compressor was determined to defective and needs replaced. Her policy pays 10.00 per lb of... freon and the balance of 62.00 lb is up to her to pay for. Absolute offered to reduce our cost of refrigerant from 744.00 to 500.00 to try and help her as much as possible. [redacted] thought the compressor failure was caused by the freon leak and I advised her the freon leak was caused because of the compressor failure causing the unit to shack and tripping the breaker and making the noise she was referring to in her complaint. Absolute Comfort did nothing wrong in this case and offered to help the customer in any way we could. [redacted] Service Manager.
Thank you for your response. It looks like you spoke with one of our representatives on May 5th and we went over our cancellation with replacement policy with you. The policy states that if you are able to find a replacement for your son, we are able to waive the cancellation fee of $300 and refund that back to you. Unfortunately, no replacement travelers have enrolled since we last spoke. We are happy to keep your account open until a replacement is found. If you have any additional questions about this, please call 1-[redacted]. Best, EF Tours
Thank you for being in touch. After futher investigation of the circumstances of your stituation, EF tours will offer a full refund, less the $95 and insurance fees.
A refund of $1080 will be sent to you in the form of a check in the coming weeks. We apologize for any inconvenience this has caused.
Please feel free to contact us with any other questions or concerns.
Sincerely,
EF Education
Hello,
Thank you for being in touch with your concerns. EF Education has several policies and we make amendments to policies in light of world events.
EF follows the State Department and will not travel to a country where a formal travel warning has been issued. Following the events in...
Europe, there was a travel alert issued, which is not uncommon. This was the 5th Worldwide Travel Alert the State Department has issued in the last 4 years. The current alert advises that US travelers exercise vigilance and be aware of their surroundings while traveling, however it did not recommend against traveling in general.
All of our tours ran as planned and we continue to monitor the situation with the State Department and our local staff around the world to make any changes to itineraries if necessary.
We have our Peace of Mind Policy which allows up until 45 days before your tour, you have three options for your tour. Your group can change their tour or date, your group cna work wiht EF to amend their exisiting itinerary or change to a different tour, or you can choose to receive a future travel voucher.
The investment we have decided to make in our policies is to provide as much flexibility as possible to students and teachers traveling-- even if that means we have to move destinations or departure dates at the last minute. This allows us to provide groups the option to change their tour, change their date or receive a future travel voucher.
Please let me know if you have any other questions or concerns.
Sincerely,
EF Education
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you for your response. I am sorry that you are unhappy with our decision. During your phone call on 04/04/2016 we had advised you that we were giving you more of a refund than you were entitled to at the time. If you have any further questions please feel free to call us at [redacted]. EF Tours
Thank you for being in contact. We have cancellation fees in place to make deposits to the airlines, our hotel and restaurant suppliers.We start working on the tour as soon as students start to register, which is why we charge these cancellation fees.Thank youEF Education
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[I was just on the phone with the insurance company when I received this email. The rep with [redacted] stated that they have in the past refunded tours due to Terrorist attacks. I will allow the claims process. I have been told I have until May 3rd to cancel and receive a fraction of my payment back. The rep with the insurance company stated that even after the refund, that if the insurance company opts to pay I will then receive the remainder of my money. I have involved the state attorney general insurance fraud department, and also my attorney will be in touch with both the Ef tours and the insurance company if we can't come to a reasonable agreement. We aren't just talking about airline tickets here. We are talking about my child's life. The representatives with your company have told me several different options, none of them have been upheld. I am very disappointed and will not rest until I make sure this doesn't happen to other families.
Regards,
[redacted]
Thank you for your response and thank you for your understanding. We appreciate your flexibility in light of these changes and if you have any further questions for us please call [redacted]. Best, EF Tours
Hello,
Thank you for being in contact. We are disapointed that you want to cancel your tour with EF.
Here is a link to our booking conditions and cancellation fees.
http://www.eftours.com/eliterature/BookingConditions_ETUS_16.pdf
Please feel free to contact our Traveler Support Team with...
any other questions or concerns.
thank you
EF Education
Thank you for your correspondence. EF relies on the group leaders of our tours to track behavior and discipline travelers when needed. If the group leader feels it is necessary to have a traveler sent home, EF will stand by their decision. We are very sorry that this had to happen...
but after numerous conversations with the on tour director and group leader, it was determined that the best course of action was to remove Ms. [redacted] from the tour. When this occurs, standard cancellation fees apply per EF’s booking conditions. If you would like to speak to EF directly about this, please contact us at 1-[redacted]. Best, EF Tours
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted] Hello, I called the number above on 1/8 at 2:32 they gave me the option for a call back because the lines were busy. [redacted] called me at 2:53 and told me the message was an automated response to Revdex.com and there was nothing else to discuss because it had already been discussed. Therefore, I am not sure why this message was sent to call them. Thanks, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Please provide instruction to file a claim.
Regards,
[redacted]
Thank you for your response. We understand the frustration when changes are made to tours. EF feels very strongly that we can run successful and safe trips around the world. In this case, it seems as though your group leader felt it was in the best interest of the group to move the...
trip to a place that she felt was a safer option. As a group travel company we do ask for flexibility from our parents and students. We do understand that this was out of your control so we have several options for you that include moving to another tour within the school or obtaining a fully transferable future travel vouchers that are valid for most EF products until June of 2018. If you have any further questions or need additional information on your options please feel free to contact us at [redacted]Best, EF Tours
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
This is a "form letter" response. It does not address our issues. I went to the presentation at my son's school. I was hesitant to allow him to go on this trip because of safety issues abroad. I expressed my concerns to the representative who advised me that if I bought the insurance we could cancel for ANY reason. I specifically asked if that included not feeling safe to travel and she assured me that it did. Based on her assurances, I enrolled both my son son and myself in the program. [redacted] from EF Tours told us that she could refund all of our money at her discretion. EF Tours did not honor the verbal commitment made by their agent. The only way to resolve this issue is a refund as promised by their agent.
Regards,
[redacted]
Thank you for contacting us. I am sorry to hear about your recent frustrations about our cancellation fees and your concerns about safety. Ultimately, EF Tours feels that we have the resources in place to run a safe and successful tour. If you decide to cancel, the cancellation...
fees take into account the large amount of planning it takes to create an educational tour for your daughter and her classmates. These are not arbitrary fees in any way and are laid out within our booking conditions. These can be found at www.eftours.com/bc. At this time we are going to remain consistent with our cancellation policy and will not be making any exceptions. If you have any questions moving forward please feel free to contact our customer service department at [redacted].
Thank you for your messageThe application for the EF tour referenced in the complaint was received on our website, www.eftours.com.In order to complete an application, the parent or guardian must agree to the EF booking conditions, which include our cancellation policyThey may be reviewed at www.eftours.com/BC.EF's cancellation policy states that any cancellation received prior to days before departure, will receive a full refund, less the $deposit, all non-refundable fees and a $cancellation feeEF has a cancellation with replacement option, that allows for a greater refund, if another traveler takes the place of the cancelled traveler.EF will honor this option if another traveler enrols on the tour and adjust the refund.Sincerely,EF Education
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below My daughter expectantly lost her summer employment According to the cancelation coverage provided by EF Tours, which was paid for initially, the $cancelation fee should be covered under "unexpected loss of employment"Please revisit this complaint and request for refund Regards, [redacted]
I have spoke to [redacted] and advised her that her home warranty company orders and pay for the service parts that are needed to repair her unit, and they pay us to install the parts they purchase. The compressor was determined to defective and needs replaced. Her policy pays 10.00 per lb of... freon and the balance of 62.00 lb is up to her to pay for. Absolute offered to reduce our cost of refrigerant from 744.00 to 500.00 to try and help her as much as possible. [redacted] thought the compressor failure was caused by the freon leak and I advised her the freon leak was caused because of the compressor failure causing the unit to shack and tripping the breaker and making the noise she was referring to in her complaint. Absolute Comfort did nothing wrong in this case and offered to help the customer in any way we could. [redacted] Service Manager.
We resolved Ms***s complaint
we resolved the complaint by refunding the customer service amount so he can hire a different contractor
ED H***
Thank you for your response. It looks like you spoke with one of our representatives on May 5th and we went over our cancellation with replacement policy with you. The policy states that if you are able to find a replacement for your son, we are able to waive the cancellation fee of $300 and refund that back to you. Unfortunately, no replacement travelers have enrolled since we last spoke. We are happy to keep your account open until a replacement is found. If you have any additional questions about this, please call 1-[redacted]. Best, EF Tours
Thank you for being in touch. After futher investigation of the circumstances of your stituation, EF tours will offer a full refund, less the $95 and insurance fees.
A refund of $1080 will be sent to you in the form of a check in the coming weeks. We apologize for any inconvenience this has caused.
Please feel free to contact us with any other questions or concerns.
Sincerely,
EF Education
Hello,
Thank you for being in touch with your concerns. EF Education has several policies and we make amendments to policies in light of world events.
EF follows the State Department and will not travel to a country where a formal travel warning has been issued. Following the events in...
Europe, there was a travel alert issued, which is not uncommon. This was the 5th Worldwide Travel Alert the State Department has issued in the last 4 years. The current alert advises that US travelers exercise vigilance and be aware of their surroundings while traveling, however it did not recommend against traveling in general.
All of our tours ran as planned and we continue to monitor the situation with the State Department and our local staff around the world to make any changes to itineraries if necessary.
We have our Peace of Mind Policy which allows up until 45 days before your tour, you have three options for your tour. Your group can change their tour or date, your group cna work wiht EF to amend their exisiting itinerary or change to a different tour, or you can choose to receive a future travel voucher.
The investment we have decided to make in our policies is to provide as much flexibility as possible to students and teachers traveling-- even if that means we have to move destinations or departure dates at the last minute. This allows us to provide groups the option to change their tour, change their date or receive a future travel voucher.
Please let me know if you have any other questions or concerns.
Sincerely,
EF Education
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you for your response. I am sorry that you are unhappy with our decision. During your phone call on 04/04/2016 we had advised you that we were giving you more of a refund than you were entitled to at the time. If you have any further questions please feel free to call us at [redacted]. EF Tours
Thank you for being in contact. We have cancellation fees in place to make deposits to the airlines, our hotel and restaurant suppliers.We start working on the tour as soon as students start to register, which is why we charge these cancellation fees.Thank youEF Education
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
[I was just on the phone with the insurance company when I received this email. The rep with [redacted] stated that they have in the past refunded tours due to Terrorist attacks. I will allow the claims process. I have been told I have until May 3rd to cancel and receive a fraction of my payment back. The rep with the insurance company stated that even after the refund, that if the insurance company opts to pay I will then receive the remainder of my money. I have involved the state attorney general insurance fraud department, and also my attorney will be in touch with both the Ef tours and the insurance company if we can't come to a reasonable agreement. We aren't just talking about airline tickets here. We are talking about my child's life. The representatives with your company have told me several different options, none of them have been upheld. I am very disappointed and will not rest until I make sure this doesn't happen to other families.
Regards,
[redacted]
Thank you for your response and thank you for your understanding. We appreciate your flexibility in light of these changes and if you have any further questions for us please call [redacted]. Best, EF Tours
Hello,
Thank you for being in contact. We are disapointed that you want to cancel your tour with EF.
Here is a link to our booking conditions and cancellation fees.
http://www.eftours.com/eliterature/BookingConditions_ETUS_16.pdf
Please feel free to contact our Traveler Support Team with...
any other questions or concerns.
thank you
EF Education
Thank you for your correspondence. EF relies on the group leaders of our tours to track behavior and discipline travelers when needed. If the group leader feels it is necessary to have a traveler sent home, EF will stand by their decision. We are very sorry that this had to happen...
but after numerous conversations with the on tour director and group leader, it was determined that the best course of action was to remove Ms. [redacted] from the tour. When this occurs, standard cancellation fees apply per EF’s booking conditions. If you would like to speak to EF directly about this, please contact us at 1-[redacted]. Best, EF Tours
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted] Hello, I called the number above on 1/8 at 2:32 they gave me the option for a call back because the lines were busy. [redacted] called me at 2:53 and told me the message was an automated response to Revdex.com and there was nothing else to discuss because it had already been discussed. Therefore, I am not sure why this message was sent to call them. Thanks, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Please provide instruction to file a claim.
Regards,
[redacted]
Thank you for your response. We understand the frustration when changes are made to tours. EF feels very strongly that we can run successful and safe trips around the world. In this case, it seems as though your group leader felt it was in the best interest of the group to move the...
trip to a place that she felt was a safer option. As a group travel company we do ask for flexibility from our parents and students. We do understand that this was out of your control so we have several options for you that include moving to another tour within the school or obtaining a fully transferable future travel vouchers that are valid for most EF products until June of 2018. If you have any further questions or need additional information on your options please feel free to contact us at [redacted]Best, EF Tours
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
This is a "form letter" response. It does not address our issues. I went to the presentation at my son's school. I was hesitant to allow him to go on this trip because of safety issues abroad. I expressed my concerns to the representative who advised me that if I bought the insurance we could cancel for ANY reason. I specifically asked if that included not feeling safe to travel and she assured me that it did. Based on her assurances, I enrolled both my son son and myself in the program. [redacted] from EF Tours told us that she could refund all of our money at her discretion. EF Tours did not honor the verbal commitment made by their agent. The only way to resolve this issue is a refund as promised by their agent.
Regards,
[redacted]
Thank you for contacting us. I am sorry to hear about your recent frustrations about our cancellation fees and your concerns about safety. Ultimately, EF Tours feels that we have the resources in place to run a safe and successful tour. If you decide to cancel, the cancellation...
fees take into account the large amount of planning it takes to create an educational tour for your daughter and her classmates. These are not arbitrary fees in any way and are laid out within our booking conditions. These can be found at www.eftours.com/bc. At this time we are going to remain consistent with our cancellation policy and will not be making any exceptions. If you have any questions moving forward please feel free to contact our customer service department at [redacted].