Complaint Review: Vacation International Professionals - VIP Travel

We have tried to resolve their failure to provide service, and failure to provide refund of the membership we paid for in good faith. But they continue to ignore South Carolina Department of Consumer Affairs ( who sued them ), and all the complaints being filed by dissatisfied members.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

We have tried to resolve their failure to provide service, and failure to provide refund of the membership we paid for in good faith. But they continue to ignore South Carolina Department of Consumer Affairs ( who sued them ), and all the complaints being filed by dissatisfied members.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

We have tried to resolve their failure to provide service, and failure to provide refund of the membership we paid for in good faith. But they continue to ignore South Carolina Department of Consumer Affairs ( who sued them ), and all the complaints being filed by dissatisfied members.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

We have tried to resolve their failure to provide service, and failure to provide refund of the membership we paid for in good faith. But they continue to ignore South Carolina Department of Consumer Affairs ( who sued them ), and all the complaints being filed by dissatisfied members.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

When we filed a complaint with South Carolina Consumer Advocate Department ( who filed suit aginst VIP in April 2008 - pretty serious charge - must have had some very serious charges to file suit ), and later with this Ripoff Report, VIP Travel said something incorrect. They stated when I tried to use their service for travel in November 2007, they told The Ripoff Report, and the South Carolina Consumer Advocate Department (I have a copy of the response VIP Travel provided South Carolina Consumer Advocate Department), and you read what they said here on the Ripoff Report. They said: "they had explained, and stated at the seminar where we bought the membership, and in their membership pack, any request for accommodation outside their "major areas of concentration", was not promised their service.

Well, I am printing, directly from their membership packet: "The VIP Travel Plan is unique in the fact that "each" time you travel you will enjoy substantial savings. Whether you enjoy luxurious condos, cruising, all-inclusive reports, 3, 4, and 5 Star hotels, discounts on theme park tickets, restaurants, golf or RV rental, we can accommodate "all' of your travel needs while saving you and your family money."
(1) That's what we were told at the seminar, when we bought the membership; (2) that is what is published in their membership pack.

It appears they do not abide by their own membership publications. I have not attaacked them anywhere. I have, however, stated fact, after fact, after fact.

Please review here and other internet complaint boards, do a search on
"VIP Travel" and you can decide for yourself if you wish to do business with them.

Just to make it clear, VIP Travel has not reimbursed me for the $3,596 spent for their membership. They have posted elsewhere that the membership has been refunded. I guarantee I would know if I had received $3,596 from anyone. They have stated elsewhere they have refunded the $3,596. But as of right now ( and I don't anticipate any change ), they have not, repeat not, refund the $3,596. They will not provide servicesn or will they refund the $3,596. The South Carolina Department of Consumer Affairs has filed a lawsuit against them because of their business practices. The lawsuit was filed April 2008. Proceed at your own risk.

I wish I had the knowledge before I spent the $3,596 with them.Oh, one more thing. They have posted that when i tried to use their services, I asked for accommodations in an area which was heavily populated. And, that they had explained, and provided in their membership pack, any request for accomdations outside their "major areas of concentration" was not promised their service. however, at the seminar, their representative said, "Find where you want to go, and VIP will either find accommodations, or will price match the best rates available." And, nowhere, repeat nowhere, does it state in their membership package, that any place is restricted and are "not their service areas." From their membership package it says, verbatim: "The VIP Travel plan is unique in the fact that "each" time you travel you will enjoy substantial savings. Whether you enjoy luxorius condos, crusing, all-inclisuve resorts, 3,4, and 5 Star hotals, discounts on theme park tickets, restaurants, golf or RV rentals, we can accommodate "all" of your travel needs while saving you and your family money."
All I can go by is the information in their package. Obviously we cannot even expect them to abide by their own guidelines.

Just to make it clear, VIP Travel has not reimbursed me for the $3,596 spent for their membership. They have posted elsewhere that the membership has been refunded. I guarantee I would know if I had received $3,596 from anyone. They have stated elsewhere they have refunded the $3,596. But as of right now ( and I don't anticipate any change ), they have not, repeat not, refund the $3,596. They will not provide servicesn or will they refund the $3,596. The South Carolina Department of Consumer Affairs has filed a lawsuit against them because of their business practices. The lawsuit was filed April 2008. Proceed at your own risk.

I wish I had the knowledge before I spent the $3,596 with them.Oh, one more thing. They have posted that when i tried to use their services, I asked for accommodations in an area which was heavily populated. And, that they had explained, and provided in their membership pack, any request for accomdations outside their "major areas of concentration" was not promised their service. however, at the seminar, their representative said, "Find where you want to go, and VIP will either find accommodations, or will price match the best rates available." And, nowhere, repeat nowhere, does it state in their membership package, that any place is restricted and are "not their service areas." From their membership package it says, verbatim: "The VIP Travel plan is unique in the fact that "each" time you travel you will enjoy substantial savings. Whether you enjoy luxorius condos, crusing, all-inclisuve resorts, 3,4, and 5 Star hotals, discounts on theme park tickets, restaurants, golf or RV rentals, we can accommodate "all" of your travel needs while saving you and your family money."
All I can go by is the information in their package. Obviously we cannot even expect them to abide by their own guidelines.

Just to make it clear, VIP Travel has not reimbursed me for the $3,596 spent for their membership. They have posted elsewhere that the membership has been refunded. I guarantee I would know if I had received $3,596 from anyone. They have stated elsewhere they have refunded the $3,596. But as of right now ( and I don't anticipate any change ), they have not, repeat not, refund the $3,596. They will not provide servicesn or will they refund the $3,596. The South Carolina Department of Consumer Affairs has filed a lawsuit against them because of their business practices. The lawsuit was filed April 2008. Proceed at your own risk.

I wish I had the knowledge before I spent the $3,596 with them.Oh, one more thing. They have posted that when i tried to use their services, I asked for accommodations in an area which was heavily populated. And, that they had explained, and provided in their membership pack, any request for accomdations outside their "major areas of concentration" was not promised their service. however, at the seminar, their representative said, "Find where you want to go, and VIP will either find accommodations, or will price match the best rates available." And, nowhere, repeat nowhere, does it state in their membership package, that any place is restricted and are "not their service areas." From their membership package it says, verbatim: "The VIP Travel plan is unique in the fact that "each" time you travel you will enjoy substantial savings. Whether you enjoy luxorius condos, crusing, all-inclisuve resorts, 3,4, and 5 Star hotals, discounts on theme park tickets, restaurants, golf or RV rentals, we can accommodate "all" of your travel needs while saving you and your family money."
All I can go by is the information in their package. Obviously we cannot even expect them to abide by their own guidelines.

We purchased a membership in Sept. 2007 and tried to use it several times, without success. We asked for a refund but was curtly and bluntly refused. Then we read the following by Chanel 7 a major television station in South Carolina.


Consumer Affairs files Lawsuit against travel company

Wednesday, Apr 09, 2008 - 03:34 PM

By Heather Sullivan
E-mail | Biography
The South Carolina Department of Consumer Affairs has filed a lawsuit
against VIP Travel, based in Lexington, South Carolina, saying the company has used unfair and deceptive practices in its solicitations. An attorney for VIP Travel says the company is cooperating with Consumer Affairs and taking steps to address those concerns.

When Cheryl Rich wanted to plan a trip to Europe, she says she attended a seminar in Greenville for VIP Travel based in Lexington.

Said Rich, 'They were giving us information that were similar trips and cruises that we had taken, yet they were much less expensive than what we had paid.'

But Rich says after paying VIP about $3500, she wasn't getting booked on the trip she wanted. Said Rich, 'I started calling about one particular cruise and I was getting put off. I was not getting information I needed.'

Said Danny Collins, an attorney with the Department of Consumer Affairs, 'They promise quite a few things that they don't deliver on.'

After receiving about 50 complaints from customers in the Carolinas and Georgia, Consumer Affairs filed a lawsuit against VIP Travel in Lexington, accusing the company of offering free rewards that the Department says were not really free, and not offering customers a three day right to cancel their contracts.

Said Collins, 'A lot of people tried to cancel the contract but the company told them they did not have such a right. But that is not true under the law. The law does give a person a three day right to cancel when a presentation is made any place other than the regular place of business.'

VIP Travel's attorney Robby Birnbaum told us by phone the company is cooperating with Consumer Affairs and taking steps to address concerns and make sure it's complying with the law. Birnbaum says some customers may receive refunds, but did not have details at this time.

A refund is what Cheryl Rich is hoping for. Said Rich, 'We have lost a lot of money for something that I felt like was going to be something really fun.'

The Better Business Bureau offers the following advice to protect yourself when using any travel company.

- check for complaints filed with the BBB or Consumer Affairs

- get offers and travel arrangements in writing

- get copies of cancellation policies

- pay with a credit card. Many credit cards will refund your money if you don't receive the trip you pay for.

This is the response that was given to Kelly Rice from WCNC TV in Charlotte, NC from our Compliance Director, Roxanne Franklin. Ms. Franklin has had numerous dealings with Mr. Butler. We never heard back from Ms. Rice, which means this is not a legit complaint. We have done everything possible to help Mr. B----.

Dear Kelly,


I would like to thank you for giving us the opportunity to respond to the unfounded allegations made by Rick B----.

Mr. B---- purchased our program on Friday, September 14, 2007. At the time of Mr. B----'s purchase he was given a membership portfolio that contained all our contact information as well as the terms and conditions of our program. He was also informed that it would take 7 business days for him to be completely uploaded in our system. This means that it takes 7 days to have his information in the system and accessible by all of our locations. He was never told that he could not use his membership for 7 days.

On Monday, September 17, 2007 Mr. B----- received a welcome call from one of our agents. The purpose of this call was to welcome him aboard and to ask him if he had any questions about his program. He was informed of our specials that we were running for the month of September. The agent also reconfirmed with Mr. B---- that he had all of the necessary numbers for booking a trip as well as our customer service number if he had any questions or inquiries. He assured her that he did and that he had no questions at that time.

Mr. B---- stated that he was not given the opportunity to change his mind. This is absolutely not true. Regardless of how long it takes to be put in the system, he still had the ability to call and ask questions or to look through his membership portfolio.

In October, almost one month after his purchase, Mr. B---- called me and stated that he was very upset and he demanded that I refund his money. Mr. B---- stated that he thought we were a scam company and that we had not done anything for him but give him a hard time about getting booked.

When I asked him to explain he became belligerent and told me that he wanted his money back. I explained to Mr. B---- that I could not help him if I did not know what the issue was. He then stated that we were not able to provide him with the accommodations he requested at a better price than what he could get them for.

I later found that the price he was speaking of was a rate that a friend received who had booked the trip over a month before Mr. B----- had even joined our program. I tried to explain that rates are constantly changing and that once the units are sold out at one rate they are sold at the next rate. I also explained to Mr. B---- that we offer a price match guarantee if the property is quoted with in 24 hours of their request from us. He did not accept this and said that I had better refund him or he will dispute this with his credit card.

I tried to explain to Mr. B---- that I would need to research what has taken place and get back to him.

I feel that I must explain that the location Mr. B--- was asking for was in a location that is not highly traveled to and is not one of our preset contracted properties.
Please understand that it is very clearly explained that our program is intended to be used for travel to the highly traveled to locations. While we do book in the not so traveled to locations and properties, this property was not one we had ever booked before due to its location. We had never had a request for it before; therefore, we did not have a pre-arranged price with this property as we do with the other properties in our system.

To help you understand what that means, imagine you are using your heath care benefits. You can go to a doctor that is within your network and it is normally covered with just your pre-set co pay. You also have the option of going to a doctor of your choice that is out of your network, but you will be responsible to pay any additional fees your insurance will not cover. This does not mean that your insurance company has done anything wrong by not having that doctor you want. It just means that for what ever reason, that doctor is not yet part of your network. This is very similar to how our program works.

We have locations and properties in all the high traveled to locations. If a member wants a property out of our network so to speak, it is normally at a higher price. We do our best to get our prices as low as possible but we cannot always obtain the property with any discount. When this situation arises, we pass any commission earned onto our members. We do this to compensate for the fact that they may have to pay a higher price than they would if they were booking a property we had a pre-set contract with.

When I spoke to Mr. B----- and explained all of this to him he did not want to hear it and stated that all he wanted was his money back. At this point it was well over a month into his membership. In attempts to compensate for Mr. B----s displeasure, I informed him that what I would place a travel credit on his account in the amount that the accommodations were going to cost him.

He stated that this was unacceptable and that he would dispute this with his credit card company. I told him he would be wasting his time in doing such because he signed a contract with our company and we had not defaulted in any way. I explained to Mr. B---- that I did not believe his credit card company would be able to reverse the charge that he clearly authorized, signed for, and accepted the goods on. In response, Mr. Butler stated that he also has a family friend that is a big time attorney that will chew [our company] up and spit [us] out.

I once again explained the legal side of his contract with us. He stated he did not care and that we were a scam and he then proceeded to tell me to take my contract and my offer and put in some very inappropriate places on my body.

I told him that if he was going to speak to me in that manner that then I would end the conversation. (This is what he is referring to when he says that I told him I did not have time for him.) I told Mr. B----- that I would not be spoken to this way and that unless he was going to speak to me in a civil manner our conversation was over. He then told me I would be hearing from his attorney and hung up.

I received several phone calls over the next few days, all of which were after hours and were once again very threatening and belligerent.

I responded to him via voice mail and told him if he wished to speak to me in a civil manner that he could call me during business hours and I would be happy to assist him. I also explained that if he proceeded with his credit card dispute that my offer for the travel credit would be null and void at that time.

The communication with Mr. B---- stopped until I received an email from him apologizing for his past behavior, stating that he wanted to make a new start with me and the company. As you will see from the email below, Mr. B---- in no way asked me for anything, but was apologizing for his past behavior.

Our employees are only allowed to take vacations at certain times during the year due to the high volume of our members booking their vacations. The reason I did not respond sooner is that I was on vacation the week of Christmas and New years and did not get back in the office till January 3rd. The December holidays are when we are the slowest time for us, which allows us to take a much needed break. I was in and out of the office, during the time frame that Mr. B---- sent me the email, keeping up with the clients that needed immediate attention. I did not receive the mean email till Jan 6th as you will see from the time stamp on it below. He was either sending the emails to a different email or due to my away status they were rerouted till I got back.

I have also attached the email in which I responded to his email.

We are still unsure as to what caused Mr. B----s change in attitude between the apologetic email he sent the morning of December 17, 2007 and the belligerent email he sent on January 6, 2007.

On January 8, 2007 I sent Mr. B---- an email asking why his attitude had changed so drastically and also asking him to contact me when he was able. To this day I have not received any contact from Mr. B----.

Please note he makes it a point to inform us that he was on very strong medication, I am not sure if a side effect of the medication was major mood swings but if it was, that would explain the major swing in his demeanor in such a short amount of time.

We ask that you review all of the facts in this matter and find as the credit card company and the attorney did and agree that his accusations are unfounded and that he is not due a refund.

As a company that follows all consumer protection laws, we do not feel that this member is due a refund, or that his false accusations against our company require us to make an exception for him.

Though refunding Mr. B---- would not greatly affect our company financially, having as many members as we do, his threats and unfounded accusations against our company are what prevent us from making an exception in his case. Mr. B---- has been provided the services he purchased, has declined our offer of compensation, and has now gone on a witch hunt, so to speak, trying to slander our company.

As you will see with all information I have provided we feel it is clear that we are not in default of the contractual agreement Mr. B----- willingly entered into. We look forward to this matter being resolved and closed and any open inquires on us being noted as such.

Thank you for your time and consideration in this matter. We apologize that it had to take your time unnecessarily.

Sincerely,

Roxanne Franklin
Compliance Director
VIP Travel

See all email correspondence below.

The Apology


Date: Mon, 17 Dec 2007 10:18:29 -0600
From:
To:
Subject: Re-establish connection and apology
All headers


Roxanne Franklin,

Good morning! First, can we start afresh? The reason we purchased a membership still exists. I guess not having any experience with travel organizations I might have had unrealistic expections.

I guess I also have a unconscious need to "test" the organization I hope to being doing business with. Espically when we're talking years to come. I guess I need to know how hard they will work to maintain status quo by experiencing how resilient and steadfast they are.

I have been to many "time-share", travel clubs offerings, etc. over the years and this is the first one that seemed to have credibility and "the first one we spent money with". The salesmen were of the "real world", dressed, spoke and conducted themselves like people in the real world. And didn't paint unrealistic expectations.

I'm assuming the administrative organization is a reflection of those same standards. But when the only form of communication is non-personal its hard for me to judge exactly with whom I am conducting business with.

So I think I was subconsciously wanted to affirm the standards I had hoped for.

We did stay at the state park in Alabama for two nights as we discussed, the weekend we discussed. The number of people going kept changing due to some work scheduling conflicts and I didn't want to committ to agreeing to accept the $583.00 you offered, until we actually stayed there.

We did and it was a great get-away and that is only one of many I hope to come.

I have waited to communicate because I feel somewhat sheepish.

There. I feel clean again.

Rick B.

The mean ones begin!

Date: Sun, 6 Jan 2008 22:17:54 -0600
From:
To:
Subject: Compliant with Vacation international professionals
All headers


Columbia, SC

Dear ladies and gentlemen:
We purchased a membership $3600 with Vacation International Professionals 322 W. Main St. Lexington SC 29072 on Sept. 14, 2007. We were told it would take seven days for the membership to be processed, do nothing for seven days. We tried to use the membership Sept. 27, 2007. We did not received any communication until Oct. 3, 2007. Was given promises but each one was broken. We asked for money back and was told could not break contract for any reason. Read the contract. Finally they offered $530 toward a trip planned in November, which is what we were asking help with. The last conversation I had with Roxanne Franklin was, she didn't have time for me anymore.

On Dec. 17, 2007, I sent a letter to Ms. Franklin stating we had taken the trip but didn't want to accept their $530 offer until we had in fact taken the trip. I have sent three more e-mails to the company, and received two replies from office girls who state they woulkd be sure to have Ms. Franklin contact me. As of now, I have received no communication from Ms. Franklin. Can you help us? Rick and Joan B---.

We have spent money with the company but can't get service.

Date: Sun, 6 Jan 2008 22:37:09 -0600
From:
To:
Subject: Help
All headers

Our next correspondence goes to the South Carolina Department of Consumer Affairs, South Carolina Attorney General, South Carolina Secretary of State, South Carolina Comptroller General, and as of now, Federal Trade Commission Bureau of Consumer Protection referencing "unfair or deceptive acts or practices" for all of these area's interpretation of the contract we signed. "Cannot cancel for any reason" seems to oppose the UCC which says consumer has three days to cancel.

Cheers!

Rick and joan B-----

Date: Mon, 7 Jan 2008 7:42:35 -0600
From:
To: , , Subject: Just so you know
All headers


With all that's happened. Since i have been treated with Chemotherapy off and on since Dec. 1999, I have transferred my ownership in anything to other people. So, if it comes to a spitting match, you can seek recompence from me, but I have ownership of nothing. And are still receiving quarterly Rotuxin, which according to Emory hospital is the best hope, to subside the Beast (cancer), I feel I have nothing to lose. I can't get service, and i can't get refund. I would hate for a jury to get the impression I died an early death due to the an xiety suffered at the hands of your company. But, that might happen. If I'm dead, my last declaration might be I was so worried over $3600 spent in vain I was a failure. And I had nothing to live for.
But again, everybody and every organization takes risks everyday. If you think I am giving you false information, I can give you dates, times, been out of work since Feb. 23, 2006, and you can take the risk. If I am not around, you deal with it.
With my heirs. Rick B-----


Our Response

Date: Tue, 8 Jan 2008 11:45:44 +0600
From: "rox"
To: ----------
Subject: Re: misleading promises and poor service
All headers


Rick,

I have received all of your email's including the one that you apologized to me in to give you and VIP a clean slate.

I am however baffled as to what took place between the hours that you sent me the nice email and the next that you started with the mean ones.

I am not sure what you are hoping to accomplish by stating what you have about our company which we both know is not truth.

I do worry that you have more concerns than I can resolve or anyone in our industry can for that matter.

I am happy to help you get traveled if you in fact still have your membership. You stated in one of your many email's that you transferred it to someone else so I am not sure what you are asking us to do for you if you are no longer our member.

If you would like to send me an email explaining what you need from us in a civil way so that I can understand it I will be happy to help.
As for your accusation that I stated I did not have time for you, well that
is far out there considering I was the one that offered you monetary
compensation, so your claim that I was unwilling to help or did not have
time for you is once again not true.

I would also like to let you know if you feel the need to pursue these so
called search engine to slander our company unfounded than we have a right
to respond and put on there what we wish to about your email's and your
contradictions.
I am not in any way threatening you I am merely stating that either we can
handle this like sound minded people or not.

I look forward to hearing back from you so that we may get this matter
resolved.

Roxanne Franklin
Compliance Director
VIP Travel Services