WorldStrides has reviewed Ms*** account and concerns. Ms*** spoke to a Supervisor on 3/21/and he explained to her that we are honoring the provisions of our Full Refund Program. Attached is a letter that we are sending to Ms*** today explaining the details of
our Full Refund Program and the activity on her son's account. We hope that this explanation satisfies Ms*** concerns and that she will be able to travel with WorldStrides in the future
*** * *** *** *** *** * * *** *** * ** ***RE: *** *** *** *** ***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 February 18th you cancelled his account and continue to have some concerns
regarding your refund. On
October 13th 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 declined
enrollment in the Full Refund Program which placed your account under our
standard cancellation policyThe
amount you were refunded ($312.75) was 75% of your initial trip cost ($549)
minus the non-refundable deposit of $99.$
* 75% = $411.75$
- $= $312.75I
have reviewed every call that occurred between yourself and our customer
service team as well as the initial email reply that was sent when you
initiated your cancellation. In every
instance you were quoted the proper refund time of 4-weeks and you were told
we would retain 75% of trip the price. There
were no conversations in which the amount of $was quoted or agreed to. In your email initiating cancellation, after
your first conversation with ***, you requested the amount of $312.75,
which aligns with the information you were provided I have included a copy of that email for
reference. After review of the calls I
did not hear any behavior that was discourtesy and each associate attempted to
answer all the questions you had about the account. I am sorry if we failed to meet your service
expectations.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, *** ***
RE : ** *** *** *** *** *** *** 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 Europe. I am pleased to
hear that after your recent conversation with Tom Markham we were able to come to a satisfactory resolution that addressed your concernsWe want to assure you that first and foremost, the safety and security of our travelers is and always wilbe our highest priorityAnd, we will do everything possible to ensure that travel opportunities remain available for the education of students worldwide. I hope 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 S*** VP Customer Service
Dear Ms***, Thank you for contacting WorldStrides regarding your son's account. 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. I
hope 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 S*** VP Customer Service
September 28, 2016 *** * ***
*** *** ***
*** ** *** RE: *** *** ***
*** *** Dear Ms***, Thank you for contacting WorldStrides regarding your account and speaking with me todayIt is my understanding that you
were scheduled to accompany *** *** *** on their upcoming trip to *** ** this spring, but had to cancel due to unforeseen circumstances. After review of the account it does appear that there was inaccurate information provided by our Customer Service Team regarding your refund amount and when you would receive the checkIn acknowledgement of this I am authorizing a full refund of the $that you paid into the accountWe will also use this opportunity to provide feedback to the associates involved so we can provide better service to future customersA portion of your refund was processed and mailed on 9/26/and the remaining balance is being processed and mailed on 9/29/Please accept my apology for the service failure and the extra effort you had to put in to resolve this matter. I hope that you are 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 S*** VP Customer Service
Dear Ms***, Thank you for contacting WorldStrides regarding your concernsWe are taking your complaint very seriously and have taken the following actions to prevent any additional calling to occur in your school. • Our Senior Vice President, Steven B*** has called
the school, spoken with reception and assured them that no future calling will occur • We have place your school in "blocked" status in our school database that will prevent any future calling to occur • We have included a note in database with instructions not to call school in addition to blocked status I believe that these steps will satisfy your concerns regarding this matterShould you have 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 WorldStrides regarding your daughter's accountIt is my understanding that *** was scheduled to accompany *** *** *** on their upcoming trip to Washington DC in June of 2017, but .you cancelled the account on May 23rd,
. Upon review of your account there was a change of travel date for this trip and as such we are honoring your request for full refund minus the deposit on your accountThe total refund due to you is $234.50, which we will process next Tuesday back to your Visa card on fileI hope this satisfies your outstanding concerns and thank you for working with us to resolve this matter. I hope 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 S*** 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]
Dear Ms. [redacted],Thank you
for contacting WorldStrides regarding your accounts. After review it does appear that there was a
processing error that resulted in you not receiving the full refund amount on
your accounts. Due to the cancellation
of this trip we are refunding you for all...
funds paid into your account and we
have begun the immediate process of issuing those credits. That refund will be provided via the method
received, so all of your donors will receive their refunds directly to their
credit cards.I apologize
for any inconvenience and I thank you for bringing this to our attention so we
could resolve. We certainly
hope 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
Mr. [redacted],Thank
you for contacting WorldStrides regarding your and your daughter’s accounts. It is my understanding that you and Kayde
were scheduled to accompany [redacted] on their upcoming trip
to [redacted], but on February 16th you cancelled both...
account
and continue to have some concerns regarding your refund. On
May 15th, 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 enrolled
in the 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. Below is the exact language from
our Terms & Conditions.Full Refund Program (FRP) Benefits: If you cancel beyond the seven day
grace period, the Full Refund Program protects your payments and provides a
refund*, less the FRP fee and Non-Refundable Fees, if you, the
Program Leader, school, or school’s administration need to cancel at any time
prior to departure for any reason. Enrollment in this program can be completed
during the registration process and is optional. If elected, the additional fee
for the program will be added to the trip price on your first invoice. The FRP
fee is based on the trip price stated in your trip information letter.The
amount you were refunded was the amount you had paid in $939 minus your $49 deposit
on each account, the cost of the cost full refund program $179 on each account,
and a $96 in monthly account handling
fees ($48 per account). At the time of
account cancellation we waived all of the late fees from both accounts as a
courtesy, so those would not negatively impact your refund amount.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]VP
Customer Service
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: [redacted].
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 your additional response. You are correct that the $100 you paid in additional to the base trip price was to add an additional night to your program in order to combine with another group because the trip price would have increased due to the group having less than 35 full-paying participants. The trip price quoted is based on the cost of the program between 35 participants. The cost of the program between 14 participants. as you can imagine, would be more substantial. In researching this matter, it does appear that after combining groups there were more than 35 full-paying pa1ticipants. Unfortunately, due to cancellations and/or no shows the amount of participants traveling fell short. WorldStrides made an exception to the Terms & Conditions in order to minimize the small group fee charged and reduced the fee to $40 for each participant. However, I do understand your frustration with this situation. I have discussed this further with the Vice President of Account Management and have been authorized to waive the small group fee for all participants who traveled on this program. Your refund in the amount of $40 will be processed and forwarded to you at the address above. Again, I do apologize for the dissatisfaction this situation has caused you and 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 tiling you made with the Revdex.com (Case#: [redacted]) in Richmond.
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]
[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: [redacted]
Regards,
[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.]
Due to the fact that your face book posts show that the other groups were in the Inauguration at 10:30am show you and your tour guide are not being honest as to what happen. You still broke your contract by your tour guide leaving my son and his teacher having to call her to come back. More than once! As well as planning your tour for kids in the middle for a women's protest and exposing them the way they were. That is not a safe and educational environment as you state so clearly in your contract! That is gross negligence!
Regards,
[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.
World Strides states that I checked the box to accept their $219 cancellation fee. I do not remember any screen providing that statment, nor did I click the box to accept that. I did have that opiton at all. I will not accept this response. It was not on any screen that I saw. I would have remember such a large cancellation fee. I will not accept this response as it is not a resolution. The fee is exorbitant and I did not see that screen. I challenge that it was not there when I signed up in May.
Regards,
[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: [redacted].
Regards,
[redacted]I have accepted the company's refund, however it should be noted that they misrepresented the terms of the original contract. Unfortunately, those who enroll in their program cannot duplicate the online enrollment process again to verify the original agreement. It is sad, to me, that an organization which promotes "education" should be so willing to take advantage of parents and children who enroll with them.
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.
[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.
WorldStrides has reviewed Ms*** account and concerns. Ms*** spoke to a Supervisor on 3/21/and he explained to her that we are honoring the provisions of our Full Refund Program. Attached is a letter that we are sending to Ms*** today explaining the details of
our Full Refund Program and the activity on her son's account. We hope that this explanation satisfies Ms*** concerns and that she will be able to travel with WorldStrides in the future
*** * *** *** *** *** * * *** *** * ** ***RE: *** *** *** *** ***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 February 18th you cancelled his account and continue to have some concerns
regarding your refund. On
October 13th 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 declined
enrollment in the Full Refund Program which placed your account under our
standard cancellation policyThe
amount you were refunded ($312.75) was 75% of your initial trip cost ($549)
minus the non-refundable deposit of $99.$
* 75% = $411.75$
- $= $312.75I
have reviewed every call that occurred between yourself and our customer
service team as well as the initial email reply that was sent when you
initiated your cancellation. In every
instance you were quoted the proper refund time of 4-weeks and you were told
we would retain 75% of trip the price. There
were no conversations in which the amount of $was quoted or agreed to. In your email initiating cancellation, after
your first conversation with ***, you requested the amount of $312.75,
which aligns with the information you were provided I have included a copy of that email for
reference. After review of the calls I
did not hear any behavior that was discourtesy and each associate attempted to
answer all the questions you had about the account. I am sorry if we failed to meet your service
expectations.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, *** ***
RE : ** *** *** *** *** *** *** 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 Europe. I am pleased to
hear that after your recent conversation with Tom Markham we were able to come to a satisfactory resolution that addressed your concernsWe want to assure you that first and foremost, the safety and security of our travelers is and always wilbe our highest priorityAnd, we will do everything possible to ensure that travel opportunities remain available for the education of students worldwide. I hope 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 S*** VP Customer Service
Dear Ms***, Thank you for contacting WorldStrides regarding your son's account. 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. I
hope 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 S*** VP Customer Service
September 28, 2016 *** * ***
*** *** ***
*** ** *** RE: *** *** ***
*** *** Dear Ms***, Thank you for contacting WorldStrides regarding your account and speaking with me todayIt is my understanding that you
were scheduled to accompany *** *** *** on their upcoming trip to *** ** this spring, but had to cancel due to unforeseen circumstances. After review of the account it does appear that there was inaccurate information provided by our Customer Service Team regarding your refund amount and when you would receive the checkIn acknowledgement of this I am authorizing a full refund of the $that you paid into the accountWe will also use this opportunity to provide feedback to the associates involved so we can provide better service to future customersA portion of your refund was processed and mailed on 9/26/and the remaining balance is being processed and mailed on 9/29/Please accept my apology for the service failure and the extra effort you had to put in to resolve this matter. I hope that you are 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 S*** VP Customer Service
Dear Ms***, Thank you for contacting WorldStrides regarding your concernsWe are taking your complaint very seriously and have taken the following actions to prevent any additional calling to occur in your school. • Our Senior Vice President, Steven B*** has called
the school, spoken with reception and assured them that no future calling will occur • We have place your school in "blocked" status in our school database that will prevent any future calling to occur • We have included a note in database with instructions not to call school in addition to blocked status I believe that these steps will satisfy your concerns regarding this matterShould you have 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 WorldStrides regarding your daughter's accountIt is my understanding that *** was scheduled to accompany *** *** *** on their upcoming trip to Washington DC in June of 2017, but .you cancelled the account on May 23rd,
. Upon review of your account there was a change of travel date for this trip and as such we are honoring your request for full refund minus the deposit on your accountThe total refund due to you is $234.50, which we will process next Tuesday back to your Visa card on fileI hope this satisfies your outstanding concerns and thank you for working with us to resolve this matter. I hope 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 S*** 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]
Dear Ms. [redacted],Thank you
for contacting WorldStrides regarding your accounts. After review it does appear that there was a
processing error that resulted in you not receiving the full refund amount on
your accounts. Due to the cancellation
of this trip we are refunding you for all...
funds paid into your account and we
have begun the immediate process of issuing those credits. That refund will be provided via the method
received, so all of your donors will receive their refunds directly to their
credit cards.I apologize
for any inconvenience and I thank you for bringing this to our attention so we
could resolve. We certainly
hope 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
Mr. [redacted],Thank
you for contacting WorldStrides regarding your and your daughter’s accounts. It is my understanding that you and Kayde
were scheduled to accompany [redacted] on their upcoming trip
to [redacted], but on February 16th you cancelled both...
account
and continue to have some concerns regarding your refund. On
May 15th, 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 enrolled
in the 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. Below is the exact language from
our Terms & Conditions.Full Refund Program (FRP) Benefits: If you cancel beyond the seven day
grace period, the Full Refund Program protects your payments and provides a
refund*, less the FRP fee and Non-Refundable Fees, if you, the
Program Leader, school, or school’s administration need to cancel at any time
prior to departure for any reason. Enrollment in this program can be completed
during the registration process and is optional. If elected, the additional fee
for the program will be added to the trip price on your first invoice. The FRP
fee is based on the trip price stated in your trip information letter.The
amount you were refunded was the amount you had paid in $939 minus your $49 deposit
on each account, the cost of the cost full refund program $179 on each account,
and a $96 in monthly account handling
fees ($48 per account). At the time of
account cancellation we waived all of the late fees from both accounts as a
courtesy, so those would not negatively impact your refund amount.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]VP
Customer Service
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: [redacted].
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 your additional response. You are correct that the $100 you paid in additional to the base trip price was to add an additional night to your program in order to combine with another group because the trip price would have increased due to the group having less than 35 full-paying participants. The trip price quoted is based on the cost of the program between 35 participants. The cost of the program between 14 participants. as you can imagine, would be more substantial. In researching this matter, it does appear that after combining groups there were more than 35 full-paying pa1ticipants. Unfortunately, due to cancellations and/or no shows the amount of participants traveling fell short. WorldStrides made an exception to the Terms & Conditions in order to minimize the small group fee charged and reduced the fee to $40 for each participant. However, I do understand your frustration with this situation. I have discussed this further with the Vice President of Account Management and have been authorized to waive the small group fee for all participants who traveled on this program. Your refund in the amount of $40 will be processed and forwarded to you at the address above. Again, I do apologize for the dissatisfaction this situation has caused you and 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 tiling you made with the Revdex.com (Case#: [redacted]) in Richmond.
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]
[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: [redacted]
Regards,
[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.]
Due to the fact that your face book posts show that the other groups were in the Inauguration at 10:30am show you and your tour guide are not being honest as to what happen. You still broke your contract by your tour guide leaving my son and his teacher having to call her to come back. More than once! As well as planning your tour for kids in the middle for a women's protest and exposing them the way they were. That is not a safe and educational environment as you state so clearly in your contract! That is gross negligence!
Regards,
[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.
World Strides states that I checked the box to accept their $219 cancellation fee. I do not remember any screen providing that statment, nor did I click the box to accept that. I did have that opiton at all. I will not accept this response. It was not on any screen that I saw. I would have remember such a large cancellation fee. I will not accept this response as it is not a resolution. The fee is exorbitant and I did not see that screen. I challenge that it was not there when I signed up in May.
Regards,
[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: [redacted].
Regards,
[redacted]I have accepted the company's refund, however it should be noted that they misrepresented the terms of the original contract. Unfortunately, those who enroll in their program cannot duplicate the online enrollment process again to verify the original agreement. It is sad, to me, that an organization which promotes "education" should be so willing to take advantage of parents and children who enroll with them.
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.
[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.