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 paid to be a traveler not chaperone. However no it was not my grandson that was left behind. It was another traveler. My grandson became ill after staying in a grotesque room you booked us into. But was forced to travel I'll after a night that we were unable to find anyone to even tell that we needed help. It was another traveler that was to be left behind alone to find thier way across a large strange city alone. It was the place of your staff/director/group leader to care for travelers not other paying travelers. The excursions were part of the experience you promoted and charged me for. Refunding them individually doesn't replace the overall experience that you charged me for and I paid for. But I see that you didn't offer to refund the amount charged for the overnight sleeper train or the missed meals. And where is the compensation for the multiple connection and hours spent in airports before we even left the United States.  There is no mention that you combined us with  another larger group from Colorado and that our so called free time was when your director left us to take them on  thier seperate excursions. You also haven't addressed how our time was used driving hours from the tour location to stay in those nasty hotels or the slack of service we recieved once we got there. Your tour failures are greater than are listed here but I have talked to you about them and I keep hearing the excuse that this was a teen tour and that wasn't the right product for us but you sold this product to us knowing that we were adult travelers. You haven't mentioned that even though I paid full price plus some that I never had a bed to myself  even though I paid for my room. I should have asked for a full refund but was trying to work with you and meet you half way but have not shown any desire to do your part to make this right. [redacted] you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

Hello [redacted], The refund will be received in the next 14 days.Thank you.[redacted]

Thank you for your message.  We spoke with Ms. [redacted] at length on March 23rd regarding her concerns.  We explained to her at that time that we are working with the school about their options.  Under normal circumstances, when a group is 8 days away from a trip, we are unable to offer...

any options when it comes to changing the trip or refunding.  These are laid out within our booking conditions which were signed for all participants traveling.  These can be found at www.eftours.com/BC.  Due to the recent events in Brussels EF has decided to alter its policies to offer as much flexibility as possible for all groups traveling.  We have made it clear to this group that even if they are 8 days away from the trip; we are still going to offer to modify their existing itinerary to make them feel more comfortable with the trip.  We have also stated that if they decide to completely change their tours date or destination, we are able to do so by offering a fully transferrable future travel voucher less any non-refundable items and $1000.  This amount represents just a portion of the cost associated with this tour.  This voucher option is available to the group or to any individual on the group who wants to take it.  If there are any other questions they are more than welcome to contact EF’s 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 am not rejecting, but wondering why I had to go tjis route to get a reasonable response. The type response from EF, SOUNDS LIKE THEY were being reasonable, but that was not the tone of the conversation. All I wanted was a reasonable alternative. I was del with very condasendingly,  and treated like a chicken for being afraid and proactive in making sure my family was safe.  NOW they have issued a statement suspending all travel in/thru Brussels. As I originally requested. Instead I was to to bad so sad, not really our problem, we can't afford to lose the money, so u pay either was, in amounts listed in their response.  Then all travelers in our group got the update, but not me. So my issue again goes back to substandard customer service, and the way I was treated. I simply asked fir them to be reasonable in light of the dangers. The response here sounds so genuine and reasonable, but that is not how I was spoken to. I expect human decency. And if my request was so inreasonable, why was thete a press release on removing Brussels.  Thank you for coming to your senses.[redacted]
Regards,
[redacted]

Thank you for being in contact.  We are disapointed that you cannot travel with us.We would be happy to work with you to find another tour and I believe our Customer Service Manager has been in contact.Can we look at some other tour options for you?  Sincerely,EF Education

Thank you for your email.  We have looked into the tour with your group leader and he has specifically requested that there be no room sharing between groups.  We have also spoken with him to go over our cancellation with replacement policy so that he can inform us of any new enrollments...

that come in.  If you would like to discuss any of this, please call us at 1-[redacted].    Best, EF Tours

Hello,Thank you for your response. We are confident in the options that we have provided travelers. The voucher offers the option to redeem with Go Ahead Tours, College Study Tours, College Break Tours and explore america student tours. These divisions give options for families to travel at any age regardless of the connection to a school. Go Ahead tours offers adult experiences both within the US and abroad, College Break and Study tours offer travel opportunities for 18-28 year olds and Explore America provides an educational experience within the US. The vouchers are transferable between all of these divisions and can be used by another family or community member offering the chance to sell the vouchersBest,[redacted]

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 was told by your representative and it is also in the paper work that was emailed and mailed to me  that the additional insurance was for personal issues should they arise and that the cancellation with replacement of  150 days or more prior to departure would result in a Full refund less the non-refundable $95 Enrollment Fee*. If your companies cancel with replacement option is in fact a LIE and the insurance I paid for is WORTHLESS then your company should refund me the cost of the insurance I purchased for myself and for my daughter. If your not willing to at least do that then you are saying that EF tours is not willing to honor its insurance policy and does not wish to resolve this issue with me? If that is the case, your company used false advertisement to get me to purchase useless insurance and ripped me off. Not to mention the fact that it does not value all of its customers or their experience. I am a teacher and a tour director so I know that students travel all over the world all the time. However, this would have been my daughter's first time going abroad and she was afraid of traveling to a city where a terrorist attack had literally just happened. France had just declared war on Isis and the US State Dept had issued an alert and all of this freaked her out. She has anxiety and became extremely anxious and fearful. She did not want to go and I was not going to force her! Just because the other participants still wanted to go does not mean that everyone should have been required to travel under those circumstances. By requiring her to go or forfeit her money regardless of the insurance policy your company said would allow us to cancel suggests that your companies neither values its customers nor honors its agreements.Please let me know if you wish to honor your refund policy or refund the insurance that was falsely advertised to me.
Regards,
[redacted]

Better...

Business Bureau:
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]. The company has send a refund for the full amount.  The reply they sent to the complaint makes no sense.  There was never a credit card dispute.  Their explanation to me was that a notation was made to send the refund but no one ever actually acted on it.  I was refunded only after three requests for payment and filing the complaint with the Revdex.com. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Thank you for contacting EF about your concerns.  The Group Leader and chaperones are responsible for caring for ill travelers.EF can help facilitate in getting a parent to be with their child, if they are hospitalized or seriously ill on tour.  In any overseas trip, if it possible that you will have airline connections and spend time in airports.You mentioned paying for a single room, but our information indicates that you requested to room with two other individuals on the tour.We would love to be able to work with you directly about your specific concerns.Please feel free to contact our Traveler Support Department.Thank youEF Education

Thank you for contacting us. We are sorry to hear that you are unable to travel with us on your scheduled Belize tour. Upon your enrollment you opted for our Automatic Payment Plan, self-selecting the 1st of each month as your charge date. Your first monthly payment of $249 was drafted on September...

1, 2016. As for our cancellation policy, I apologize for any confusion you may have experienced. Our cancellation fees are a bracketed system and increase the closer you get to departure. These cancellation policies have not changed from those in which you agreed to upon your enrollment on August 11, 2016.  You can view our full cancellation policy at [redacted]Should traveling at a later date be something you are interested in we’d be thrilled to explore options with you! Please feel free to contact our Customer Service Team at [redacted] with any other questions or concerns.Best , EF College Break

Thank you for contacting us again.  It looks like you have spoken with a manager in our customer service department who explained to you will be receiving a refund for the two hotel nights that had insufficient heat for both you and your daughter.  If you have any other concerns please let us know by calling [redacted]  EF Tours

Thank you for contacting EF.  As mentioned previously, we have made exceptions and waived some of the fees with this account.  We are not able to remove all of the fees, however.  All of our payment plans and fees are outlined in our Booking Conditions. Please feel to contact Traveler Support with any other questions or concerns.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]. Please add your rejection comments below. 
I was finally sent a copy of all invoices, booking conditions and insurance information on 4/5/2016.  I still assert that copies of these should be sent by default as part of your forced participation in electronic billing.  After reviewing the documents, it appears that I would fall under the "EF'S STANDARD CANCELLATION POLICY*" section of the Booking Conditions.  In my case, the trip is currently scheduled a year out.  The reason for my cancellation is because the trip is scheduled for a year out.  At the time the trip was postponed, I choose to remain part of the tour group.  The fact that the trip was not canceled at that time is demonstrated by the fact that you continued to remove funds from my account as part of the automatic payment plan.According to the Standard Cancellation Policy:          150 days or more prior to departure         Full refund less the $95 non-refundable deposit,         all non-refundable fees, and a $300 cancellation fee.
If there is nothing else you can do for me, in the very least you can honor your own documented cancelation policy and refund an additional $200 per traveler.Regards,
[redacted]

Thank you for your email. On behalf of EF, I would like to apologize for any inconvenience your daughter  experienced due to water issues at the hotel in [redacted].The entire district was in [redacted] was out of water that evening. Water service was restored promptly once the initial issue was...

resolved.  EF staff in [redacted] and [redacted] were in contact with the Tour Guide, the Group Leader and Our Operations team during this incident.Had this lack of water issue not been resolved in a timely manner, we would have looked at alternatives for the group.As a gesture to compensate the group EF Education paid for an excursion for the group to go to the [redacted].Sincerely, EF Education ?

Thank you for your response.  We are very sorry to hear that you are no longer able to travel.  While we understand there are always unknowns when traveling, EF has staff on the ground in every major city on this tour along with a full time tour director for your group who is very well...

versed in leading a group of this size.  For these reason and more EF and your group leader are confident that we can run a safe and successful tour.  We had received word from you on 03/24/2017 that you were no longer going to be traveling.  At that time, you were 9 days away from a tour that we have been planning for quite some time.  EF is unable to refund any money paid into the account as the trip is far too close to departure.  If you would like to review EF’s standard cancellation policy you can do so at [redacted].  If you would like to discuss this further, please feel free to contact us at 1-[redacted].    EF Tours

Good morning.  It looks like you have resolved this with one of our traveler support specialists.  If you have any other questions please feel free to contact our customer service department at [redacted]Best, EF Tours

Hello. This complaint actually complains to EF Educational Tours and not EF International Language Centers. While we are sister products, we operate a separate businesses. I have cc'ed my coworker from EF Educational Tours here so she can provide more information as I do not have access to this...

customers records. If there is anything I can do to assist in this process, please do not hesitate to let me know. Thank you!

Thank you for being in touch. We ask all tour participants to check their existing passport and we recommend they are valid for at least 6 months after the return of the tour. It is the travelers responsibility to make sure all necessary documents ( such as passports and visas) are taken care of....

This is not a service we can provide unfortunately. An expired passport is not covered by our Global Protection Plan.We can make an exception for you however, since we understand your situation.  As discussed with our Director of Customer Service, a partial refund will be sent back to you in the form of a check.Please contact our Traveler Support Team with any other questions or concerns.