SmarTravel Reviews (%countItem)
SmarTravel Rating
Address: 8150 Corporate Park Dr Ste 160, Cincinnati, Ohio, United States, 45242-3322
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I signed a contract with this company 3 years ago and I am currently in the process of TERMINATION!! We were first drawn to the company through a “free trip” that we had won, where we went and listened to them talk for an hour then had a high pressured sale one on one with multiple sales agents. This ended with us eventually meeting with what we thought was the “big boss”, who made us think we were getting the Mecca of deals. We believed 100 percent that we were going to be best friends with these people, and have the time of our lives at such a discount it was ridiculous not to take it!! We have not Been able to take advantage of the discounted vacations due to personal circumstances and the monthly payment being all of our extra income at the time. We were then contacted in September of 2017 to become VIP members because of our “loyalty to the company” and never missing a payment. We then had two sales people come to our house and off us another “Free trip”, which actually costs $189 to book through a separate company. Once again, we were made to believe that it was a “Once in a lifetime” deal and we were getting so much more for and even better percentage and lower monthly payment!! We were even promised NO PAYMENT for October! So we signed a new contract for even more money thinking it was a better deal by what they explained.
We were told that it should take up to 7 days to get our information entered and we could call and book our trip with a personal planner and they would be our best friend in helping us plan our vacation!! When I called in, they had no information, and the CSR had no idea what I was talking about. I then waited another 7-8 days before calling in and speaking with a manager who proceeded to tell me that my payment that was for October had already been processed because the sales team had not gotten my contract in on time to stop the payment. This is the same reason none of the previous CSR’s or managers had any of my information about becoming a “VIP” member. I eventually was promised to have a check overnighted to me by one of the managers and even spoke with her about a tracking number multiple times. She advised me that she was working tirelessly to find out what happened with the check, when it’s quite evident the check had already been placed in the regular mail hours before our last conversation. I also spoke with another manager who helped me try and resolve the issues and offered a new contract to “Let me out of my old one” as paid in full. Even this was not a fair deal as they were offering us something almost $3000 less than what we have paid to the company. After waiting the weekend and not receiving the check as promised I called back in and spoke with the previous manager about the check that had been promised to be overnighted. I was told that it had been placed on the regular mail and “Would get to me, just not as soon as she promised!” I then spoke with higher managers and the “Highest person in the company” that I could speak to who informed me that “If I’d like to take the time to write a formal complaint to the President, which it’s a lengthy process, but if you want to take the time, he will read it and advise my team on what to do.” This made me feel defeated and like I was wasting my time even trying to make it known I am a human being spending way too much money for something that is not a necessity. Now after waiting 2 more weeks for a check that was promised to me to make up the difference of prices that the sales agents lied to us about, and we have written documents proving it, I called back in to speak with a manager and was given the ultimatum to either deal with the lousy customer service I have been given the entire time and keep giving no them my money to go on vacation or take the money they want to offer me and go on about my business. In the new Termimantion of Agreements, it states I cannot speak of the terms of the contract unless to legal advisors which means they want to hide this from people so they don’t really know what’s going on! The price they are offering to settle for is still almost $3000 less than what we have already paid them! Not counting the extra $40 dollars a month for three years for a separate processing fee!
Attached please find our response to this matter. Feel free to contact me if you should require anything further.
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Ms.,
Thank you for your letter dated November 13, 2017 regarding ***. I was sorry to hear that Ms. was displeased with the Vacation Program Agreement that she purchased on June 13, 2014. It is never our intention to displease our clients, and it is always disheartening to learn that a valuable customer might be dissatisfied.In the spirit of full disclosure, we feel that numerous errors and oversights were made in the administration and servicing of Ms.’s account, leading to the frustrations that she outlined in her letter to your office. While it would be of little solace for Ms., these shortcomings have led to numerous changes to our processes to ensure that such missteps are avoided in the future. After reviewing Ms.’s account, we are pleased to report that our Executive Team was able to discuss this matter with her and reach an amicable resolution. This resolution included the refunds that Ms. mentioned in her letter to your office, as well as the successful procurement of a vacation week for her to use. Our records indicate that Ms. was satisfied with this resolution, and we look forward to assisting her with many future vacations.We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at . Sincerely, Ed C Sr. Manager, Customer Care SmarTravel, LLC.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is almost satisfactory to me. I was actually contacted directly from the President of the company, David W, who informed me that had I not CC’d him on my email, he would probably have not learned about it from Ed and the Executive team. David and I came to an agreement that *** and I would receive 2 free vacations as well as the money that was promised to me(which he could not explain or understand why it was offered to me in the first place). After taking those vacations, if *** and I are still not satisfied with the customer service, booking, or any other reason, we will be given a FULL refund of our money. I am glad to say that David stepped right in and handled things with the utmost importance. I was very shocked, and pleased, that the President of the company took the time to reach out to me directly, when I had been told so many times that he would in fact NEVER do that sort of thing! Had it not been for him actually making me feel like the “valued customers” we were promised to be treated like, I would have zero faith in this company. David made sure to listen to my story in full detail, and then went on to fully explain to me what he was going to do to fix it. To my knowledge, he did what he promised me he would do! We have since taken our first family vacation, and I cannot say enough how wonderful it was. While there were some minor isssues with the property, we are looking forward to seeing what else this company has to offer before making our final decision.
Regards