eTours and Travel
Complaint 305485 Details

On January 22, 2014 Jenice phoned to tell me I had won a $149 vacation package for a group of four to spend four days and three nights in Orlando, Florida as well as four days and three nights in Daytona Beach, Florida.

I asked Jenice a lot of questions to get details about what the package offered. I got excited about the deal and agreed to take it. She charged $149 to my credit card and said I would receive my vacation planner within three to seven days. She asked me to hold the line for a moment. I found myself speaking to Steven who talked up the package. He confirmed the package included transportation from the airport to the hotel. Then he, too, put me on hold.

Next I found myself speaking to Julian. He was very aggressive and and began yelling at me. Because of that I told him I had changed my mind and wanted a refund. I was pressed for time. I said, “I have to leave in a couple of minutes…” I had a doctor’s appointment to go to. That was my priority.

But Julian didn’t let me finish what I had to say. His priority was not to give me a refund but only to mak a sale. He raised his voice and became quite abusive. He said, “Two people can’t talk at the same time. You keep interrupting me!” He said transportation from the airport to the hotel wasn't included in the package. I told him Steve said it was.

To sweeten the deal, he said he would provide a complimentary car to drive the group of four from the airport to the hotel. I agreed to the package only because I wanted to get rid of Julian and head off to my doctor’s appointment.

As soon as I returned from my doctor’s appointment, I called the toll-free number Julian had given -- 1-866-912-9285 -- so I could cancel the package and have a credit processed to my account. But I got an automated recording which instructed me to dial 1-800-339-5114. When I called that number I got another automated recording which led me nowhere.

Finally I dialed 407-515-2400 which is long distance for me because I live in Toronto. I spoke to Faye and told her Julian was very abusive towards me. And that's why I wished to cancel the package and have a credit processed to my account. I also said I wished to speak to Julian’s supervisor. She put me on hold for a couple of minutes. She came back and said the supervisor had to first listen to the recording of the conversation between Julian and me. But the recording wasn’t available. Where did the recording go? Just vanish into thin air?

I pressed my issue with Faye. I wanted a refund processed to my credit card. Faye said she would do that. But it would take 5-7 days for processing the credit. It’s very strange. ETourandTravel has no problems charging my credit card on the very same day they make a sale but mysteriously it takes 5-7 days to process a refund.

On February 3, 2014 I found my Florida Vacation Planner from ETourandTravel in my mailbox. I became very concerned. I immediately called ETourandTravel to verify that the refund had been processed. I spoke to Alexandra. She told me this had already been done. But I received a confirmation email a little later that day saying the credit was put through just yesterday. Alexandra hadn't told me the truth. Moreover, it will still take another 5-7 days to process the credit. Faye hadn’t done what she had promised to do on January 22.

Yesterday I emailed ETourandTravel insisting they process a credit for $165 CAD. That was the exchange rate $149 U.S. pm February 5. I wanted compensation for the following:

1. the frustration they had caused me;
2. wasting my time;
3. wasting my money on long-distance calls.

On February 5, the phone rang while I was fast asleep. When I finally woke up I checked my voice mail. Faye had called me at 3:04 a.m.! A good customer service rep would have checked where the client lives to ensure she’s not disturbing the client while she’s sleeping. Faye left me a message asking me to phone her at 407-515-2400.

At 9:00 a.m. I dialed 407-515-2400 but I just got an automated recording saying the office is closed. No human being is available at that number.

I insist ETourandTravel process a credit of $200 CAD for the following:

1. their negligence and procrastination;
2. wasting my time making follow up calls to them;
3. wasting my money in making long-distance phone calls to ETourandTravel;
4. disturbing me in my sleep; and
5.causing me mounting frustration.

I’d like to put this whole nightmare with ETourandTravel behind me and just get my money back.