Complaint Review: Save On Resorts - Carlsbad California

I am reporting a local company in Carlsbad, CA. The name of the company is Save On Resorts, it's a travel technology agency. I purchased 3 cruise reservations with them last year in March for me and the members of my family. The reservation was with the MSC Magnifica ship, leaving from Venice on 09/25/2020 and returning on 10/02/2020. Throughout 2019, I made payments for the reservations but in March of 2020, my family and I decided to canceled those reservations due to COVID-19.

The cruise was leaving from Venice, Italy and since the pandemic was so bad in that country, we decided to cancel the reservations. The refund for the three reservations is over $5,500. The company informed me that it would take 30-60 days to get a full refund in my account but after the 60 days, no money was refunded. After I call to find out what happened, they informed me that it would now take 90 days to get the refunds because the Cruise company was the one holding on my money and they did not have anything to do with it.

The payments were made to Save on Resorts, every time I made a payment I called their cruise department and they would take my payment and now they were telling me that it was up to the cruise company and they could not do anything about it. They promised that I should receive my money back in 90 days so all I could do was to wait another 30 days. Last month, I only received 2 refunds and there were not able to tell me what did they refunded or how much, the amounts were not correct and I am still waiting on getting the rest of my money.

The company promised that I would get my money back on the 90 days and that did not happen. Now that I am reaching out to them, they are telling me that they are keeping in touch with the cruise company but they do not know when they will be issuing the refund. It's been over 110 days, I understood that 30-60 days was ok but after that, it is hard to understand that a company with a revenue of over 20 million dollars a year cannot issue a refund back to a client. At the end of the day is my money. I didn't ask for any compensation for all the time and trouble, but right now I am tired of waiting and not getting anywhere.

I am Hispanic and due to COVID-19, I am also out of a job and short on money, everyone is having trouble with the pandemic, but for the Hispanic families is even worse, I have been needing these funds to pay for rent, bills, food, etc. I do not make 20 million dollars a year like them, I have contacted the company multiple times and I have been very patient but unfortunately, the company is just not responding to their responsibility. I tried reaching out to them again today and now the operations manager Jennifer Lekas answered back letting me know that they are too busy to continue getting back to me as fast as I may want and if I needed help I should reach out to the cruise department from now on.

When I reached out to the Better Business Bureau, they reached out to me right away and offered to deal with the issue themselves and give it a priority, but now, it sounds like they really don't care. I have reported the company to the BBB, the FTC, and the Correspondence Unit but as you can see, but I am still struggling with this. Be Careful people!