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 belowI am not rejecting, but wondering why I had to go tjis route to get a reasonable responseThe type response from EF, SOUNDS LIKE THEY were being reasonable, but that was not the tone of the conversationAll I wanted was a reasonable alternativeI 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 BrusselsAs I originally requestedInstead 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 meSo my issue again goes back to substandard customer service, and the way I was treatedI simply asked fir them to be reasonable in light of the dangersThe response here sounds so genuine and reasonable, but that is not how I was spoken toI expect human decencyAnd 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 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 exceptionsIf you have any questions moving forward please feel free to contact our customer service department at [redacted]

Thank you for your response The section you are referencing within our booking conditions goes over cancellations that happen days or more prior to the departure date The date of this tour was scheduled for 03/29/and you called to officially cancel on 04/04/ 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

Thank you for your emailOn behalf of EF, I would like to apologize for any inconvenience your daughter experienced due to water issues at the hotel in ***.The entire district was in [redacted] was out of water that eveningWater 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 understand the frustration when changes are made to tours EF feels very strongly that we can run successful and safe trips around the world In this case, it seems as though your group leader felt it was in the best interest of the group to move the trip to a place that she felt was a safer option As a group travel company we do ask for flexibility from our parents and students We do understand that this was out of your control so we have several options for you that include moving to another tour within the school or obtaining a fully transferable future travel vouchers that are valid for most EF products until June of If you have any further questions or need additional information on your options please feel free to contact us at [redacted] Best, EF Tours

We are sorry to hear that [redacted] is unable to travel It looks like you spoke with a manager at our company on 12/12/and she had gone over with you the cancellation fees and the fact you may be eligible for a refund from the insurance company that we work with If you have questions remaining regarding the insurance coverage or how to file a claim please contact us at 1- [redacted] It looks like we asked you to file a claim with Corners and follow up with us once you received an answer from themThank you, EF Tours

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

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 solutionsMs [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 directlyWe 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 optionsIt 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 availableIf 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 $cancellation fees and apply those funds towards the new trip; please note that if she were to subsequently cancel the new trip, however, the $remains non-refundable All of us at EF College Break are committed to providing our travelers with clear information about our policies and proceduresWe 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, 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 dateWhen Ms [redacted] requested to cancel her trip on November 2, (days prior to her trip’s departure), the cancellation fees were $which can also be found on our website: [redacted] All payments above $were refunded to Ms [redacted] on November 10, 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 monthWe can confirm that EF debited her account accurately on November 1stThis deduction was automated and unrelated to the timing of her cancellation requestWe 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 1stWe 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 tripWe 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 tourWe hope to hear from her so that we can extend the rebooking options mentioned above and welcome her on a future trip

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 attentionHer 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 accuracyShe 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 feedbackWe would be happy to continue the conversation at any time.Thank you [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] EF sent an undated letter in December (received on the 19th); offering $each to my son and me for the two nights in the wet, yucky roomMy concerns/complaints were BEYOND the disappointing roomsI provided three handwritten letters with a great deal of DETAIL regarding several other concerns that NEED to be addressed not IGNORED.PLEASE emphasize to EF that these things should never happen again to the students or the parents travelling with EFMy letters were VERY respectful and honest; I deserve far better a response than $checks 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

HelloThis complaint actually complains to EF Educational Tours and not EF International Language CentersWhile we are sister products, we operate a separate businessesI 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 recordsIf there is anything I can do to assist in this process, please do not hesitate to let me knowThank you!

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 circumstances, when a group is 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 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 $ 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] My family paid over $13,on a tour based on their company’s website that promised EXPERT tour guidesInstead, EF Tours hired someone who was completely unqualified and inept at her job The fact that they fired her for these very reasons is an admission from EF Tours that this person was not what they promised us and not at all what we paid forI have spent an entire year trying to get a response and, now, through Revdex.com, they have admitted, again, that they are “disapointed that the Tour Director did not meet the expectations of EF.” Consequently, an offer for one free meal is completely unacceptable Regards, [redacted]

Thank you for your response The rooming arrangements for the Savannah Tour were discussed with your group leader when she first began booking the tour Girl Scout domestic trips are travelers per room and all assignments are done through your group leader We have explained that if you would like to have a twin room, we can add a twin room supplement of $onto an account and all adults can split it and pay $each to cover the total cost It looks like you have referred to our international booking conditions which this Savannah tour does not fall under I highly recommend speaking with your group leader or please feel free to contact us at 1- [redacted] if you have any further questions 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 $dollars I was originally told when signing up the cancelation fee would be $95, if canceled in time I canceled this trip month prior Because of attacks in Paris Regards, [redacted]

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

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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [We were not notified of the separate accounts up front and also we never signed a contract stating it would be separate accountsWe were more than willing to pay the fees if it was one accountI talked to customer service and management explaining thatYou refuse to to accept that we weren't given the proper information and unwillingness to work with usYour only response is pay all the fees for separate accounts or find someone elseOnly thing acceptable is a refund of money's paidI continuously tried to work out a solution with you guys] Regards, [redacted] ***

Thank you for contacting usWe are sorry to hear that you are unable to travel with us on your scheduled Belize tourUpon your enrollment you opted for our Automatic Payment Plan, self-selecting the 1st of each month as your charge dateYour first monthly payment of $was drafted on September 1, As for our cancellation policy, I apologize for any confusion you may have experiencedOur cancellation fees are a bracketed system and increase the closer you get to departureThese cancellation policies have not changed from those in which you agreed to upon your enrollment on August 11, 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