Smartfares

Better Business...

Bureau:
I have reviewed the 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 am not satisfied with the response because they did not refund $97.75 out of the amount charged to my credit card despite claims on their website of 'free cancellation' and also Department of Transportation guideline of free cancellation.
Regards,
[redacted]

Revdex.com,Thank you for this. I want to sincerely apologize to this customer as we had a really hard time tracking down the 3rd charge and do not know how it got ran to begin with.We have now tracked this down and refunded the 3rd transaction in a back office system:-MERCHANT REFUND PROCESSED      
257.46   [redacted]   
It may take up to 10 business days to return to the customer's card. Please let us know if there are any problems.Regards,  [redacted] Senior Executive Administrator DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

Revdex.com,We refunded both the airline ticket and the service fee on 3/8/15. The customer should have received both set of funds by now.Regards,
[redacted]
Senior Executive Administrator
DIRECT: [redacted]
EMAIL: [redacted]

Revdex.com,
 
I have refunded $489.00 to this customer's account. Please see the attached receipt. Funds may take up to 10 business days to return to the customer's account depending on the policies and procedures of their card issuing...

bank.
 
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]@lbftravel.com

I spoke with Ms. [redacted].   We found her refund of $30.00 was overlooked for refund.
I have submitted the refund of $38.00 to match her original quote.  Email sent with confirmation.
Resolution resolved.

I have contacted Mr. [redacted].  I am working with him personally to resolve his issue.

They are horrible! They do not have their sh** together at all and they argue with their customers on the phone. They messed up my reservation and would not give me a refund. Then when they charged my card they charged me with two different charges. When I looked on the airlines website at my reservation the total price was given for my ticket including taxes and fees, so basically the company charged me an extra $90 for themselves and said it was taxes and fees through the airline. Then they couldn't give me an emailed receipt with the charges listed. I've called them many times to clear things up regarding the charges and the reservation that I had cancelled but they sent through anyways and they will not do anything for you. They just argue with you. Each time I call the customer service person does not have accurate information and they do not know what is going on. They completely ignored and did not acknowledge the fact that I called to cancel the reservation within their stated time period and said that they could cancel it but I would not get a refund. They are complete [redacted] and a joke.

Revdex.com:
I have reviewed the 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.This complaint is not about the missed flight. It is about the way the company acted when I initially complained about it. While I'll stand by the fact that I was mislead when buying tickets through the company the biggest problem is that when I complained initially,the company responded through the Revdex.com and asked what I thought would be a fair refund. Thinking they wanted to work with me I respinded to the Revdex.com that I was satisfied with how the company wanted to resolve. They never contacted me again until I started talking to one of their complaint supervisors. She then said they would not give me a refund on my tickets but that they would refund me their processing fee, which they also NEVER did. It's discusting the way they have treated me. I would have been just fine if they said from the beginning that they would not refund me anything! Now they're just being rude and won't even apologize for heing dishonest!
Regards,[redacted]

Attached please find the original email sent to Ms. [redacted] when she purchased her tickets.  You will see she was quoted $1426.80.
She was never quoted $972.80.

Revdex.com,
It appears from the records that the customer has already been refunded on one set of the tickets. For the 2nd set, our manager of customer service, Carolyn, has tried to contact the customer to get a copy of his reservation from Expedia. If it is duplicated with the second reservation...

with us, it will be a lot quicker to get this part back to the customer. Otherwise, we may need to issue a check refund.I need the customer to verify his address.
I also need the customer to send his Expedia reservation to: [redacted]
Finally, please have the customer confirm if he has received any refunds from the airlines at this point. We are refunding all fees the customer may have incurred from our end.
Regards,
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815EMAIL: [redacted]

Revdex.com,
This customer booked four airline tickets through our website. Each ticket was $95.37 and there was a $28.00 service fee. Does the customer not want these tickets anymore? They aren't set to leave until December.
Regards,
 
 
[redacted]
Senior Executive Administrator
DIRECT:...

(858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,
We have been working internally on this complaint for sometime. Today a wire in the amount of $1,2500.00 was sent to this customer. We consider this situation resolved but apologize for the situation this customer experienced.
Regards,
class="MsoNormal">[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]EMAIL: [redacted]

Revdex.com,
I have issued this customer a refund in the amount of $1,373.18 which is the amount that I'm showing was ran by LBF Travel, Inc.
Refunds make take 10 business days to return to the customer's credit card depending on the policies and procedures of their card...

issuing bank. I have attached a receipt of this refund for your convenience.
Regards, 
 
[redacted]
Office Manager
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL: [redacted]@lbftravel.com

Revdex.com, As stated in my last response, I cannot issue free airline tickets. I do not have that inventory to give. This customer was able to fly on the reservation. I offered to waive fees on all future bookings and have a senior San Diego travel agent do her bookings personally. There is no credit I can give here and there is no money outstanding to refund. Regards, [redacted] Senior Executive Administrator DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted] EMAIL: [redacted]

2/4/16
[redacted], a rep from this company called 6 x from 1006pm to 1149 pm after I told him and my husband told him we were not interested. He's left voice mails asking why and to call him with cc#.
Also emails were exchanged. Me saying not interested. Him saying why not...etc
Anybody pressuring seniors or anyone in this was is a scammer

Hello Mr. [redacted],     Revdex.com ID: [redacted]
rgb(34, 34, 34); margin: 0px; font-size: 12.8000001907349px; font-family: arial, sans-serif;"> 
Thank you for contacting us.
 
We show that you made a booking on our website at 741pm January 20th 2015.
Please see the attached emails in which were sent to you confirming your booking, one immediately after booking at 741p and then a final confirmation with ticket #s at 833pm same day.
 
The first one clearly states in red that the flight you chose was on a different date than you initially requested. The site will show a few options for a different date even a nearby airport to give you cheaper options and you must have chosen it without noticing the alternate date.
 
Unfortunately we are not responsible for this error as there is no human interaction once a booking is created on the website.
The airline only allows a 24hour window to cancel and refund without penalty and after that time frame we are at the mercy of the carrier as are you.
 
It seems your flight is scheduled for today and in order to maintain a credit with jetblue for a  future flight you should call them immediately and cancel this booking if you are not going to use it. Please refer to your confirmation code with them which is [redacted] and your ticket # is [redacted].
 
If you have any further questions and/or concerns please don’t hesitate to contact me directly as I most happy to help.
 
 
 
 
 
Flight Reservation Code: [redacted]
 
[redacted]
 
Please note: One of your flights departs on a date different than requested!
Monday16-MarchPhoenix, [redacted] - [redacted]
DEPART:ARRIVE:
10:56 PMPhoenix, Sky Harbor Intl6:41 AMNew York, John F Kennedy Intl
JetBlue AirwaysFlight: [redacted]Economy
Stops: 0
DEPART:ARRIVE:
8:00 AMNew York, John F Kennedy Intl9:26 AMWashington, Dulles Intl
JetBlue AirwaysFlight: [redacted]Economy
Stops: 0
 
 
 
 
[redacted]Quality Control Manager

Revdex.com,I can only locate a $300.00 charge on the record locator that the customer provided: [redacted].Are there any other reservations that the customer can provide me? I will gladly refund that fee if this resolves the problem but I cannot find the $650.00 that this customer is referring to.If she does...

not have another reservation which I can pull up, I am going to have to request to see the fees from us on her bank statement as I cannot find them.Regards, 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: [redacted]
EMAIL: [redacted]

We understand Ms. [redacted]'s frustration.   These tickets were issued thru one of our consolidators.   We do indeed see the refund has been processed.  We just need to contact the consolidator to make sure they have refunded the funds back to us.  We show there has...

already been a refund processed on May 18 for $1082.15.  Once we receive confirmation back from the consolidator that they have refunded the money to us. We will then proceed to refund the remaining amount of $6749.70.  I am told we should have this information within 24-48 hours.

Revdex.com,
 
I have refunded this customer $100.00. We apologize for the inconvenience. Please see the attached receipt for the refund. Funds may take up to 10 business days to return to the customer's account depending on the policies and procedures of their card issuing...

bank.
 
Regards,
 
[redacted]
Senior Executive Administrator
DIRECT: (858) 429-7599 x [redacted] – FAX: (858)
408-3815
EMAIL: [redacted]

Revdex.com,
LBF Travel, Inc will be issuing this customer a refund in the amount of $1000.00.
I spoke with the customer on the phone confirming his address. The check will be mailed next week directly from Wells Fargo.
Regards, 
 
[redacted]
Office Manager
DIRECT: ###-###-#### – FAX: ###-###-####EMAIL: [redacted]@lbftravel.com