Will never spend a dime with this company again!
Complaint
Ms.Jacksom
Country: United States
To make a long story short, I booked a vacation and submitted my dates. Was told that I would receive a future call to verify the dates that was selected. I did in fact, receive that call, but during that call I was told that I did not qualify and they canceled my vacation immediately. I was told I would receive a refund. A couple days later I seen the refund pending and decide to go with a different company. A few months later I noticed on my bank statement that Monster Reservations Group took the money back without my knowledge or consent. While speaking with the rep Matt (09-20-2018)I was informed that it wasn’t a mistake on there end but Diamond Resorts end (with whom they have partnership with) I asked the rep why wasn’t I informed or what does that have to do with me. Him and I went back and forth about my refund for at least 30 mins. He refuse to give back to me, I asked to speak to a manager or someone higher, he placed me on hold and came back trying to bargain with me. I then shared personal information about me being currently unemployed and I had that money set aside for a bill. This company didn’t care, Matt still bargained with me. I finally got frustrated and said I want my full refund back because your company canceled my vacation, not me. You can’t cancel my vacation and then charge me for it. Moments later he got back on the phone and stated that he was approved to send me a full refund and I would receive it on 24-48 hours... here I am a whole month later and still no refund. I call back today (10-18-2018) and guess who I get... MATT!!! throughout the call he act as if he had no reconciliation about my history with the company. Finally when I stated to go back and listen to calls he then told me it was him that I previously spoken to. I asked if he remember saying that I would have my FULL refund, he said yes... but he refuse to give it to me. He refuse to transfer for me, I asked to speak to a manager, a supervisor, corporate office and the owner... he said that he was next in line after the owner. He only gave me the owners first name (Andrew) and refuse to give anything else. He said that a couple days later from my previous call he was told that he could not do it. I asked so when were you going to inform me? He had no response. He continued to place blame on Diamond Resorts. I want my full refund back and I will not take No for an answer. I will not stop here. He said that he called the owner and the owner also said no. This company is ridiculous. How do you cancel my vacation and still charge me. I do not want to do business with a company like this and I advise everyone to stay away!
Comments
Save your account from being hacked.
Previously scammed
Have a great day!
Worst vacation ever! My husband and I made a reservation in Orlando with Monster. The deal was that we would get 4 nights at a resort if we attended a presentation. As soon as we walked into the room, we almost left. It was stark and uninviting. The bed was meant for midgets. The TV didn't work even though we called the desk several times to fix it. The toilet plugged up, but that must have been expected since there was a plunger next to it. There was almost no one else at the resort, which was kind of creepy. But the most notable thing was the screaming, which thankfully stopped at midnight. The resort was next to an amusement park in a rather seedy part of Kissimmee. But we stuck it out because if we did not show up to the presentation the last day, we would be charged $100/day for the room we stayed in. We arrived at the presentation location to a place that was so crowded and loud we could hardly hear anyone talking. However, we did not have all the proper documents of identification we needed in order to receive the presentation, which entitled us to the "free" vacation. My husband had lost his wallet which, of course, contained his identification. I had mine. They would not let us in because of that. We talked to Monster Reservations on the phone hoping they would vouch for us in spite of the lost identification. We were turned away and later charged $400 on our credit card. I called to see if we could just attend a presentation at a nearby location so we wouldn't have to pay the $400. We were turned down and told we had to pay because we knew the rules before we went and there was no excuse. I asked to speak to a manager, but was told I could not because rules are rules and there are no exceptions. I told her to cancel my Monster membership and never contact us again. But, of course, they want us again. Unless they correct this stupidity to us, we will continue to make bad reviews on every venue I can.
He initailly offered my 2 separate week long packages for $1,498. We continued to talk about the company and all the great resorts they have access to. I asked his several questions and mentioned some of the negative reviews online and he responded that you can't always judge a company or their services based on others reviews. After further conversation he sweetened the deal with additional vacation weeks and a cruise and lowered the price to 1,198. I started to get leary and told him that I wanted to sleep on it at which time he added an upgrade and lowered the price yet again to $998. At that point I told him that I was going to hang up and that I'd call him the next day if I was interested. He was not able to give me a direct dial number to contact him directly. After thinking about the whole interact, I am very doubtful that this company is legit. If you were to consider using their services I'd recommend calling one of their partner resorts directly to check their legitamacy, fees, black-out dates etc. Be Well