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U.S. Paving & Engineering, Inc.

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Dear Ms***:Thank you for contacting WorldStrides regarding your daughter's accountIt is my understanding that*** was scheduled to accompany *** ** *** *** *** on their upcoming trip toWashington, D.CHowever you have recently cancelled her account and continue to have some
concernsregarding your refund.On March 30th when you registered online, you were presented with and agreed to certain Terms &ConditionsThose Terms & Conditions provided a detailed explanation of the cancellation and refundpolicies, as well as the $non-refundable deposit and information regarding the Full Refund ProgramFeeDuring the enrollment process, you declined to enroll in the Full Refund Program which wouldprotect your payments and provide a refund minus the Full Refund Program fee and non-refundabledeposit if you, the Program Leader, school, or school's administration needed to cancel at any time priorto departure for any reason.*** is a screen shot of the online registration system which you would have been presented withupon registrationAs you can see, in order to move forward with registration you would have had toagree to the Terms & Conditions.Please accept my apologies regarding the dissatisfaction you experienced with follow up to messages leftwith our Customer Service TeamWe strive to provide timely communication to all of our customers andin acknowledgment that we did not meet your expectations we will waive the late fees on your accountand issue you an additional refund check in the amount of $101.00, bringing your total refund to $594.25.I hope that this explanation addresses your concerns and do hope that *** is in a position to travelwith WorldStrides in the future*** *** *** *** *** *** ** *** *** *** *** ** *** ** *** ** *** ***
***We will be providing a copy of this correspondence as part of our response to the recent filing youmade with the Revdex.com (Case#: ***) in Richmond.Sincerely,*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for your response to my complaints. I understand that many flights were cancelled due to weather issues on the day that our group was traveling, May 31, 2015. The group that my son was with was delayed three hours and it was obvious that they were going to miss their connecting flight in ***. This was apparent before they ever left *** ***. It was also apparent that there were no other flights to the Washington D.Carea from *** the rest of the day. Why in the world would WorldStrides have sent a group of kids to *** knowing that they would be stuck there until the next day?I commend World Strides for securing additional accommodations and such in *** but actually see it as a very poor business decision on the company's part. Wouldn't it have been more cost effective to delay the trip a day and fly all of the kids out of *** the next day?I think that direct communication between WorldStrides and the participan'ts parents/ guardians would be extremely beneficial. There is no way that a Program Leader can be in contact with 45+ parents while traveling when the group of is split into four separate groups. It is not feasible.I did receive the $refund. However, I never did receive an itemized breakdown of the amount from WorldStrides as requested. I have also learned that others in the group that traveled with my son received a $refund. Please explain this to me. Why are people getting different refund amounts from WorldStrides?? Again, my son's group was the LAST to arrive in Washington D.C. He missed over half of the trip. $is not acceptable
Regards,
*** ***

Dear
Ms***Thank
you for contacting WorldStrides regarding your daughter’s accounts. I
am glad you were able to speak directly with our Customer Service Manager, Cindy
S***. I was pleased to hear we were
able to work together to help clear up any confusion regarding
the
account. The original $paid towards
the account was not for the purchase of the Full Refund Program, but the
non-refundable deposit for the account. Although
under the standard cancellation policy the additional $payment would
normally be retained by WorldStrides we are going to make an exception and
refund you the $in full.I
hope that *** 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 *** *** 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 #: ***)
in Richmond.Sincerely, Jessica
S***

WorldStrides would like to thank *** *** for brining this matter to our attention. There was an error on our part and we have made the correction. We have reached out to *** *** with an apology and she has accepted our resolution

The business advised Revdex.com that an additional refund of $was approved for this customer and they believes that this resolves the issue

Dear Ms***, Thank you for contacting WorldStrides regarding your daughter's accountsUpon review of the account it does appear that a $small group fee was assessed due to the minimum number of travelers for the group not being metWhen it was identified that the group
would be smaller than planned we worked with the Program Leader on options for the group and it was ultimately decided that an additional fee per traveler was preferable to combining with another groupTo help reduce the cost of this fee, since the minimum number of travelers was not met, we also worked with the Program Leader to remove scheduled lunches, but all dinners and breakfast were still covered in the cost of the program. Although, all of these decisions were made in partnership with the Program Leader it appears that this additional fee was not communicated to the individual participants until after the trip had departedThe potential of having a small group fee is outlined in our Terms & Conditions (below), but for your group there was an opportunity for improved communication regarding this fee . Price Adjustments: The price quoted is based upon a minimum number of travelers, the content of the program as outlined in your trip information letter and the date of your registrationIf your price is guaranteed for a stated minimum number of participants, your group may be combined with other group(s) on the program to reach minimumThe combinations may not be of the same age level or have the same itineraryIf the Program Leader chooses not to be combined and travels with less than the minimum number of participants, an additional cost will be charged to your account. To acknowledge the communication opportunity we are making an exception and waiving this feeWe sincerely appreciate your feedback and the chance to resolve your concern as we always strive to strengthen our processes for our current and future customers. Should you have any further questions or concerns, please feel free to contact me directly at *** ***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#: ***) in Richmond. Sincerely, Jessica S*** VP Customer Service

Dear Ms***: Thank you for contacting World Strides
regarding your daughter's accountIt is my understanding that *** was
scheduled to accompany *** *** *** on their upcoming trip to
Washington, D.C.lNew York CityHowever you have recently cancelled her account
and continue to
have some concerns regarding your refundOn April 8, 2015,
when you registered online, you were presented with and agreed to certain Terms
& ConditionsThose Terms & Conditions provided a detailed explanation
of the cancellation and refund policies, as well as the $non-refundable
deposit and Full Refund Program FeeDuring the enrollment process, you chose
to enroll in the Full Refund Program which would protect your payments and
provide a refund minus the Full Refund Program fee and non-refundable deposit
if you, the Program Leader, school, or school's administration needed to cancel
at any time prior to departure for any reasonPursuant to the Terms &
Conditions, the Full Refund Program Fee for *** trip was $As you
are aware, payments received from you total $This amount minus the $
nonrefundable deposit, $Full Refund Program fee and $merchandise fee,
from the T-Shirt you ordered, would result in a refund in the amount of $
All late feeslhandling fees were waived from your account and a refund check in
the amount of $was processed on October 22, Attached is a screen
shot of the online registration system which you would have been presented with
upon registrationAs you can see, in order to move forward with registration
you would have had to agree to the Terms & ConditionsPlease also note
that the trip dates for the program would have been presented to you at that
time as wellI apologize for the inconvenience and dissatisfaction this
situation has causedI hope that this explanation addresses your concerns and
do hope that *** is in a position to travel with WorldStrides in the
futureShould you have any further questions or concerns, please feel free to
contact me directly at *** *** 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 #: ***) in Richmond

Thank you so much for sharing Mr*** complaint. Attached is our correspondence and explanation regarding his concernsPlease let me know if you have any questions or need additional information. Thanks***

[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 ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

I would like my trip cancelled, as requested, and I would like to be issued a refund

Dear Ms*** Thank you for contacting WorldStrides regarding your daughter's accountIt is my understanding that *** was scheduled to accompany *** *** *** *** *** on their upcoming trip to Iceland in June of 2017, but you cancelled his account and continue to have
some concerns regarding your refund. On February th, when you registered online, you were presented with and agreed to certain Terms & ConditionsThose Terms & Conditions provided a detailed explanation of the cancellation policy, fees, and the refund policies, as well as the $non-refundable deposit and information regarding the Full Refund Program FeeDuring the enrollment process, you enrolled in the optional Full Refund Program which would protect your payments and provide a refund minus the Full Refund Program fee, non refundable fees, and non-refundable deposit if you, the Program Leader, school, or school's administration needed to cancel at any time prior to departure for any reason. Full Refund Program (FRP) Benefits: Ify ou cancel beyond the seven day grace period, the Full Refund Program protects your payments and provides a ref und*, less the FRP fee and Non-Refundable Fees, ify ou, the Program Leader, school, or school 's administration need to cancel at any time prior to departure for any reasonEnrollment in this program can be completed during the registration process and is optionalIf elected, the additional f ee for the program will be added to the trip price on your first invoiceThe FRP fee is based on the trip price stated in your trip information letter. The initial amount you were refunded ($254) was the amount you had paid in $minus your deposit $49, the cost of the cost full refund program $219, and a $in an account handling fees/late feesOur Customer Service did waive the additional handling/late fees on your account in August, bringing your total refund to $We have only retained the deposit amount and the cost of the full refund program that you purchased. I hope that this explanation addresses your concerns and that *** is able to travel with WorldStrides in the futureShould you have any further questions or concerns, please feel free to contact me directly at *** *** 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#: ***) 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not accept the explanation presented by Worldstrides for the following reasons....I called WorldStrides on April and paid my bill(at their request) in full for both my son and myself They quoted me the total for both trips and according to their guidelines we could not book travel without a FULL payment at that time I fulfilled their request trusting in the fact that ALL bills were paid(which they assured me) I had no knowledge and was not presented with a balance of any outstanding debt at the time of departure It was not until later that summer(June/July) that I was told of this balance This seems very suspicious to me when the company was adamant about my full payment before departure just a month earlier According to their own rules, I still do not understand how we were permitted to go if there was a balance on any account.Although numbers are provided, many of these numbers are not consistent with a number of details throughout the trip’s planning The deductions and reimbursements were never clearly stated throughout the trips's planningThis is the first time a full itemized bill was presented to me throughout the process and because of this timing I still question its validityFor a company that claims to be student/family friendly this experience has been at the very least frustrating and at the most deceitful I am very disappointed in this lack of communication and/or professionalism of this organization
Regards,
*** ***

WorldStrides called Ms*** last week and followwith the attached email regarding her concerns. We offered a resolution to her complaint and Ms*** stated that she was satisfied with our resolution. We hope that she and her son have the opportunity to travel with
WorldStrides in the future. Thanks

Dear
Ms***:Thank
you for contacting WorldStrides regarding your son’s account. It is my understanding that *** was scheduled
to accompany *** *** *** on their upcoming trip to Washington, D.C.,
but on November 25th you cancelled his account and continue to have
some
concerns regarding your refund. On
May 31st 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 $non-refundable deposit and information
regarding the Full Refund Program Fee.
During the enrollment process, you enrolled in the Full Refund Program
which would protect your payments and provide a refund minus the Full Refund
Program fee and non-refundable deposit if you, the Program Leader, school, or
school’s administration needed to cancel at any time prior to departure for any
reason. The
amount you were refunded was the amount you had paid in $(the $initial
deposit and one additional $payment) minus your deposit $49, the cost of
the cost full refund program $219, and $in account handling fees. On November 24th we did waive all of the late
fees on your account as a courtesy.Attached
is a screen shot of the online registration system which you would have been
presented with upon registration. As you
can see, in order to move forward with registration you would have had to agree
to the Terms & Conditions. Our Terms
& Conditions are also available on our website for review at any time.I hope that this explanation addresses
your concerns and that *** 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 (434) 951-8455. 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 #: ***)
in Richmond.Sincerely, *** ***VP
Customer Service

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We paid $additional for an extra night, to combine groups because our group was not large enoughThis should have made the group the correct sizeIf they were still going to be short then they shouldn't have made us pay the $additional night feeWe were told by paying the $additional night fee it was going to allow our "small group" to combine with another "small group" to make the numbersSo basically we could have left our "small group" the way it was, paid only the $small group fee & not had to pay the $additional night fee!!!! I still feel we were scammed!!! We paid the $in thinking the groups were joiningSo really we lost the $100.00!!!!! I would have rather paid the $small group fee & not paid the extra night fee, because obviously paying for the extra night, to join groups together actually ended up costing me more money!!!!Again, I (as well as numerous other parents) have contacted our school instructor regarding this issue & we hope she never does business with this company again. Also, if in the future we hear that she is planning a trip we will for one not allow our other children to go and secondly if she does use this company again, we will be telling all future parents that attend the pre-trip meeting about the company and how much in "hidden fees" it cost us.Point blank if we were going to be charged the "small group" fee either way, you shouldn't have MADE us pay for the additional night to combine groups!!!!
Regards,
*** ***

WorldStrides has reviewed all communications between Ms*** and our Customer Service team. During our review we found some opportunities for coaching and will be addressing those examples with our team members. We reached out to Ms*** via phone and email to apologize for the
confusion and offer her a resolution. We have asked her to inform the Revdex.com that she was satisfied with our resolution. Attached is a copy of our email communication. Thanks

[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 will be looking for the credit to the accountI have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Dear
Ms***:Thank
you for contacting WorldStrides regarding your daughter’s account. It is my understanding that *** was scheduled
to accompany *** *** *** on their upcoming trip to Washington, D.C. on 2/13/however her account was
cancelled when you were unable
to honor the payment terms & conditions required
for the trip.On
May 13th when you registered online, you were presented with
and agreed to certain Terms & Conditions.
Those terms and conditions outline the payment options and associated
fees. If you register directly with WorldStrides, you will have three
payment options: (1) pay in full, (2) make regularly scheduled installment
payments under an installment plan established by WorldStrides, or (3)
establish automatic payments to be charged to your checking account at a U.S
banking institution via WorldStrides EZPay programIf you choose to follow the
installment payment plan, WorldStrides charges a $non-refundable handling fee
on each installment payment following your registration, except the initial
deposit and the final payment. There are NO HANDLING FEES associated with
payments made through the EZPay program.The
final payment due date for this trip was 11/30/2015. On 11/20/you contacted Customer Service
to advise them that you would be unable to pay for the trip by the final
payment date. Our Customer Service Team
worked with you to set up an extended payment plan that would allow you to pay
$each month in December, January, February, and the remaining balance by
3/31/2016. At that time our Customer
Service Team also courtesy waived $in processing fees on the account at your
request. On 1/12/your agreed
installment of $was declined. You
were contacted by the Financial Service Representative assigned to your account
on 1/26/to request the scheduled payment of $within the next hours
to keep your account in good standing and avoid cancellation. You informed the associate you were unable to
make that payment and after speaking to our Customer Service Manager we agreed
again to provide you an additional payment extension until 1/29/to make
the $payment, but if unable to make the payment by that date the account
would be cancelled. The manager made a
courtesy call to you on the 1/29/regarding the payment and you advised her
you were unable to make the payment on the agreed date and disconnected the
line. The account was then cancelledWe
take our customer concerns very seriously and I have personally listened to
each phone call between yourself and the associates you referenced in your
complaint. After review we stand by our
associates and disagree with the characterization of your interaction with our
Customer Service Team. All of the associates
were professional and attempted to assist you in this challenging situation.I
apologize that in this circumstance we were unable to meet your
expectations. We have in good faith attempted to work with
you and demonstrate our desire to have *** travel with us including
granting $in financial aid towards your account; courtesy waiving processing
fees; setting up an extended payment plan past your travel date; and giving you
additional time to make the $declined payment. Unfortunately, despite those efforts we were
unable to come to agreeable terms to keep the account in good standing. We will provide a full refund of all monies
paid towards the account including the non-refundable deposit, which is $519.Should
you have any further questions or concerns, please feel free to contact me
directly at (434) 951-8455. 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 #: ***) in Richmond.Sincerely, *** ***
** *** ***

Attached is a copy of the written response to Ms*** addressing her concerns. Ms*** registered her daughter online and added the Full Refund Program during the registration process. She also agreed to our terms and conditions at that time which states that refunds are issued
within weeks from the date of the cancellation. A refund check of $was mailed to Ms*** on 10/11. WorldStrides retained the following:$- Non-refundable deposit$- Cost of the Full Refund ProgramPlease let me know if you need more information. Thanks November
2, 2016*** *** Main Street Broomfield, CO 80020RE: *** *** *** ***
*** ***Dear
Ms***,Thank
you for contacting WorldStrides regarding your daughter’s account. It is my understanding that *** was scheduled
to accompany *** *** *** *** on their upcoming trip to *** ***, but on September 16th you cancelled her account and continue to have some
concerns regarding your refund. On
May 12th 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. During the enrollment process, you elected to
enroll in the Full Refund Program for an additional $219. When we processed your cancellation the $non-refundable
deposit, $cost of the full refund program were retained which left the
refund at $488. Our standard refund
time frame is 4-weeks which is outlined in our Terms & Conditions. In review of your account I see that we
mailed your refund check of $on 10/11.
I
apologize for the confusion with our refund policy, if you would like to review
our Terms and Conditions online please visit worldstrides.com/ms-terms-condition/
I hope that this explanation addresses your concerns regarding the Full Refund
Program and refund policies We
certainly hope that *** is able to travel with WorldStrides in the future. Should you have any further questions or
concerns, please feel free to contact our Customer Service Department at
800-468-5899. 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 #:***) in Richmond.Sincerely, Amy C***Financial
Services Manager

Dear Ms***: We are in receipt of the recent complaint filed with the Revdex.com regarding your quote for services. Please accept our apologies for this unfortunate misunderstandingIt appears that the Educational Travel Specialist you spoke with did not
navigate through the complete pricing module before verbally providing you with a quoteThe price received was for only certain components of the programThe registration materials were printed by our fulfillment center with the correct price, which included all components of the program, and forwarded to your attentionThe Educational Travel Specialist was not aware of her mistake until it was brought to her attention, at which point it was too late to reach you to discuss prior to receipt. Please be assured that this was an honest mistake and at no time were we intentionally trying to deceive youWe would like to speak with you to discuss this matter further, provide a good faith effort to remedy the situation and move forward with helping you take your class on an unforgettable adventure to Florida for one of our Science Programs. lt is my understanding that Bill R***, Director of Sales, has reached out to you several times to discussPlease return his call directly at * *** *** at your earliest opportunity. I apologize for the inconvenience and dissatisfaction this situation has caused you and do hope that we can find a reasonable solution which will allow you to continue to move forward with your program. Should you have any further questions or concerns, please feel free to contact me directly at *** ***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#: * ***) in Richmond. Christi C*** Risk Manager and Paralegal

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