Way Auto Body

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I have no idea what they are talking about in regards to insurance. I made payments to EF TOURS and was old that the deductions were for insurance and so forth which I found hard to believe since the tour is June of 2017. I ould really like to stop going back and forth with what seems like an automated response from EF TOURS. I feel very disrespected by this company. I only want my money back.
Regards,
[redacted]

Thank you for contacting us.  We are extremely sorry that you had to cancel Makanna’s trip.  The cancellation fees take into account the large amount of planning that goes into our tours well before they ever leave.  You are required to read and agree to EF's standard booking...

conditions upon enrollment, which you signed on 11/19/2014.  These booking conditions include our standard cancellation fees.  These can be found at www.eftours.com/BC.  Please review all the general exclusions regarding the emergency cancellation insurance at www.eftours.com/coverage.  If you have any other general questions, please contact our customer service department at [redacted]  Sincerely, EF Tours.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I absolutely refute both the offer and the fact that the company says that they reached out to me. I have no missed phone call, nor a voicemail from anyone from this company. I feel like they are playing games and are not owning up to the fact that the way that they charge individuals who can no longer make the trip. What my major dispute is, is the fact that had I only deposited $200 into the business then only $200 would have been charged. Because we are fortunate enough to deposit more, they want to take more. The cancellation policy only states the initial $95 and the $300. I refuse to believe that the other protection plan fee is viable when not only does it not state it in the policy, but it is again also less than 2 weeks from the initial date to the date of cancellation. This company and its representatives are extremely unprofessional and are running a scam to take as much money as they can. I would prefer all of my money back, but am willing to accept a total of $405 which is the amount I should be receiving with the posted fees from the website.
Regards,
[redacted]

Thank you for being in touch about your concerns.  I see from our records that you spoke with a member of our Traveler Support Team on 11/19/2015, however the reason for yoru cancellation was not indicated in our internal notes.  Reasons for cancellation that may be covered include the...

following: serious injury or illness requiring hospitalization, financial hardhsip due to unexpected job loss, jury duty, military call to active duty or severe damage to the home.  You would need to file a claim with the insurance company to obtain this refund, providing the requested documentation.
Here is a copy of the travel coverage plan
www.eftours.com/coverage.
Please contact the Traveler Support team if you have any other questions or concerns.
Sincerely,
EF Education

Thank you for your correspondence.  When you spoke with a representative back in April, it was explained to you that EF had the authority to keep all funds due to the cancellation time period you fell under.  After review, we decided to waive all cancellations fees due to your very unique...

situation.  Our online application does not screen for gender because the requirements for each group are at the discretion of the group leader.  We were happy to offer you this exception but we do stand by our decision to withhold the enrollment fee and protection plan cost.  If you would like to talk further about this, please feel free to contact us directly at 1-[redacted].  EF Tours

Thank you for your response.  The section you are referencing within our booking conditions goes over cancellations that happen 150 days or more prior to the departure date.  The date of this tour was scheduled for 03/29/2016 and you called to officially cancel on 04/04/2016.  Technically there is no refund for cancelling after a scheduled tour, but the representative who you spoke with made an exception to lower your cancellation fees.  If you have any further questions please let us know by calling [redacted].   Best,  EF Tours

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I have already canceled the trip.  That is not the problem the problem is the company is keeping $550 dollars.  I was originally told when signing up the cancelation fee would be $95, if canceled in time.  I canceled this trip 5 month prior.  Because of attacks in Paris.  
Regards, [redacted]

Thank you for contacting us.  We have reviewed your information and understand you are in a tough position.  A customer service representative will be contacting you shortly to see what else we can do to help you.  If you would like to contact us please feel free to call...

1-[redacted].Best,  EF Tours

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
[That response could have been summed up as a "sorry for your luck". I would never accept to automatically deduct payments from my account, specially and specifically on the first of a month because I get paid monthly on the 1st and have to go make the deposit to my bank myself, so in other words there would be no money in my account to deduct. I actually have an email stating my payment is on the 3rd. I emailed September 1st in concern to my first payment because when I checked online it said my next payment was due October 3rd and I was confused why I wasn't suppose to make a payment for September. A couple days after that when I looked at my bank account is when I found out September was automatically deducted, so which day was it due again? I only kept it on automatic because I figured 3 days was enough time for me to make my deposit. There is no way that that has been the cancellation policy this whole time or maybe my eyes and your representative are lying. There was nothing more your company could accommodate me for when I called to cancel as far as options for a later date besides September and I still couldn't go at that time, but the company website advertises I can reschedule a later date before 99 days. There is nothing saying how much later it can or can not be, but it does say how flexible you are. $450.00 (that I would never and did not agree to) is absurd particularly for seven months out, no accommodations that could help me, and clearly getting charged on, wait, which day was it again???....]
Regards,
[redacted]

Thank you for being in contact. I looked into this account and the trip was scheduled for July 2017 and the account was cancelled in March 2017. At that time, the cancellation fee was $500, plus the non-refundable deposit and Global Travel protection plan. This is our standard cancellation fee, as...

per our booking conditions.Since you purchased the insurance, if the reason for cancellation is covered by insurance we can assist you in filing a claim. Please contact our Traveler Support Team for assistance filing an insurance claim.Sincerely, EF Education

Thank you for contacting us.  I am sorry to hear about your recent frustrations about our cancellation fees and your concerns about safety.  Ultimately, EF Tours feels that we have the resources in place to run a safe and successful tour.  If you decide to cancel, the cancellation...

fees take into account the large amount of planning it takes to create an educational tour for your daughter and her classmates.  These are not arbitrary fees in any way and are laid out within our booking conditions.  These can be found at www.eftours.com/bc.  At this time we are going to remain consistent with our cancellation policy and will not be making any exceptions. If you have any questions moving forward please feel free to contact our customer service department at [redacted].

Thank you for your response.  We are sorry to hear that you are unable to travel with us.  It looks like when you had originally called in, you were inquiring about cancelling due to a job loss.  The customer service representative who you spoke with explained you would be able to...

file a claim for any cancellation fees from EF.  Please visit [redacted] or call our customer service department at [redacted]1-800-665-5364 to discuss this further.  Thank you.    EF Tours

We remain committed to finding a positive solution and assisting Ms. [redacted]. Upon learning of her experience via this report with the Revdex.com, our Customer Service Manager swiftly reached out to speak with her personally and review possible solutions. Ms. [redacted] has since emailed our Manager to let her know that she does not wish to engage in additional conversations with us at this time, such that we have not been able to connect directly. We of course respect Ms. [redacted]’ wishes, and remain available at her convenience should she like to talk with us further about her cancellation and rebooking options. It would be our pleasure to welcome her on another trip that may work better for her schedule and interests, and would be happy to look into availability for all departure dates presently available. If she would like to rebook, we kindly request that she contact our Manager by December 15th in order to be eligible to do so.  As a service gesture, we would gladly reinstate the value of the $450 cancellation fees and apply those funds towards the new trip; please note that if she were to subsequently cancel the new trip, however, the $450 remains non-refundable.   All of us at EF College Break are committed to providing our travelers with clear information about our policies and procedures. We have carefully reviewed Ms. [redacted]’ account and can confirm that the cancellation terms were accurately presented at the time of her enrollment on August 11, 2016. The cancellation terms & fees, which have not changed since her enrollment, were outlined in our Booking Conditions which Ms. [redacted] agreed to and accepted online on this same date. When Ms. [redacted] requested to cancel her trip on November 2, 2016 (183 days prior to her trip’s departure), the cancellation fees were $450 which can also be found on our website: [redacted] All payments above $450 were refunded to Ms. [redacted] on November 10, 2016.   We also reviewed Ms. [redacted] selections for our Automatic Payment Plan, and can document that upon enrollment she self-selected to have her account charged on the first of each month. We can confirm that EF debited her account accurately on November 1st. This deduction was automated and unrelated to the timing of her cancellation request. We recommended that she follow up with her bank with any further questions about the date they posted the charge to her account; on our end, the true processing date was November 1st. We believe in transparency and keen attention to detail, and hope that this careful review provides Ms. [redacted] with reassurance about our procedures.   We genuinely appreciate Ms. [redacted]’ feedback, and will continue to seek opportunities to best prepare our travelers about what to expect in the event they need to cancel their trip. We want all of our travelers to have a wonderful experience at every step of their journey, and sympathize with Ms. [redacted]’ disappointment about the financial implications of cancelling her tour. We hope to hear from her so that we can extend the rebooking options mentioned above and welcome her on a future trip.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I contacted EF Tours on 01/13/17 in response to a message left for me on 12/29/16. I was informed they had found an option for me to apply my $1100 towards. Unfortunately, due to the extreme length of time it has taken EF Tours to find any option for us whatsoever, it is not an option we are able to utilize.As a reminder, we were registered for the tour for a total of 3 weeks, a tour that was to take place 8 months from the date I cancelled. The cancellation fees for that amount of time totaled $1100. I have spent over 3 months attempting to compromise and find solutions. It is a ridiculous amount of effort and time, and it's preposterous to think EF Tours can justify keeping that amount of money for a registration period of 3 weeks.My husband and I have been more than patient and cooperative with EF Tours for months, with every possible solution originating from us, only to be told repeatedly that there was nothing else their company could do for us. We do not trust either this company or its representatives due to the lack of cooperation on their part, their repeated dismissal of our attempts to compromise and find solutions, and their constant and intentional attempt to draw out this process. We refuse to allow EF Tours to stall any longer. We have negotiated and cooperated long past a reasonable amount of time. The only possible solution is a full refund.
Regards,
[redacted]

Thank you for being in contact.  Since you have purchased the insurance, you may contact them and see if your reason for cancellation would be covered.
Sudden, involuntary job loss is a reason that may possibly be covered by the insurance company.
Please feel free to contact EF with any other questions.
Sincerely,
EF Education

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
 
Regards,
[redacted]

Thank you for contacting us.  All participants sign a copy of EF's booking conditions when they register for a tour. The Booking Conditions outline our cancellation policies. 
A copy of this policy can be found at eftours.com/bc
Please feel free to contact our Traveler Support Team with any other questions or concerns.
Sincerely,
EF Education

Thank you for contacting us.  We are sorry to hear that you want to cancel [redacted]'s trip.  It seems like your teacher and the other travelers are still going on the current tour.  We feel confident as a company that we can run our tours safely and that if issues do arise before the...

tour departs, we can make changes to your groups itinerary as needed.  The cancellation fees take into account the tremendous amount of planning that goes into these tours well before they depart.  The insurance unfortunately does not cover and has never covered issues that arise overseas.  It covers individual emergencies before the trip departs or while a traveler is touring.  If you would like to review our full insurance coverage, please visit our website at www.eftours.com/coverage.  Please contact us with any further questions should they come up at [redacted].   Best, EF Tours

We are a company that truly values what our customers have to say, and we are so appreciative that [redacted] brought her experience to our attention. Her important feedback will be applied to promote ongoing learning for our staff and Tour Directors, to further foster respectful group dynamics on-tour,...

and to ensure that we continue to deliver our own high quality standards.Upon learning of [redacted]’s feedback, our Vice President of Customer Experience reached out directly to [redacted] to discuss her experience and express our sincere apologies.  It is our pleasure to fully refund [redacted] for the value of all payments and credits remaining on her account.  Following our most recent conversations, we therefore refunded [redacted] $750; [redacted] reviewed this amount with her records and confirmed its accuracy. She is very welcome to contact our Vice President of Customer Experience at any time should she have any additional questions or like to share additional feedback. We would be happy to continue the conversation at any time.Thank you[redacted]

Hello, This message has been directed to the wrong company. As mentioned, I will direct this to the division that manages student tours. I am not able to process refunds on behalf of college break groups. I will ask that they reach out to the customer.Thank you![redacted]