Complaint Rating:

Company information:
Go Relax Travel
7751 Kingpointe Pkwy Orlando Florida
Orlando, Florida
United States
Phone: 4073631000
gorelaxtravel.com

On 3/6/09, My mom called and said she and my father were listening to the radio. He called in, answered question and was told he won 2 trips. My mom spoke to the person at the travel agency and was told all she had to pay was the tax and shipping. She called me and it was very hard for me to believe, but she said she was told that this was all inclusive and she would get hotel, air fare, transportation, free meals, etc. I was very surprised but skeptical because it seemed too good to be true- especially since she had to give her credit card info. I asked for the number so I could call and find out more about it. I called and left a message at the number she gave me. She then called me and told me her credit card did not go through and that the agency would be calling me to get my credit card info. I told her that I would have to make sure this was really legitimate before I gave my credit card information to anyone.

I spoke to an Andrea Pachecko who stated she was the manager and she told me more about the package. I then spoke to an Elena Velez -who I spoke to in much more detail. I wrote everything down that she told me. I was told that the trip to Las Vegas included- Air Fare for 4 people, Hotel from a choice of 10 hotels we wanted to stay at for up to 4 people for 4 days and 3 nights. I was told we would also get transportation, breakfast, tickets to the casino, and tickets to a wax museum. I wrote this all down as she was telling it to me. She also told me that we would be getting air fare for 4 people, hotel stay at the Gran Melia resort for 3 days and 2 nights along with transportation and a free meal. She said that these trips were good for 18 months and that any 4 people could go on either trip. I went over every thing she said with her MAKING SURE that airfare was included for 4 people on both trips and she ASSURED me that it was. She told me that she would record our conversation and I said it was fine. I gave her my credit card information after I went over the whole package again and she reassured me that everything that I said was indeed included.

Today on 3/12 my mother received, in the mail, a description of the travel description that she was to sign and return in 48 hours. She signed it, took it to an Amscott and faxed it. She then came over to my house and showed it to me. I was concerned when I looked at the description and saw that transportation nor air fare was listed on the sheet. I immediately called and was placed on the phone with Mayra. She told me that air fare was not a part of the package. I told her that I had spoken to Elena Velez who ASSURED me that air fare was included. Mayra quickly told me that she had my mother on tape that she could replay for me and that she was explained everything. She played the tape for me. Some one named Juan Pablo spoke so super fast and explained the details of the trip to my mother. No, I did not hear him mention air fare, but really, I didn't hear too much of what he said anyway. I then told Mayra- that It didn't matter what Juan Pablo told my mother. Her credit card did not go through. It was my card that they used and I got the clarifications on it before I allowed them to run my card. I said that Elena Velez said she was going to tape our conversation. I told her to please play the tape and that she would hear all that I was promised. After leaving me on hold for 10 minutes, Mayra got back on the line and told me that all they got on tape was my credit card info. She told me that there was no manager in the office and asked if I could please write a letter so upper management could be made aware and do an investigation on this.

How funny that my mothers whole conversation was taped but mine was not. I am extremely angry about this situation. I was Blatantly lied to about what I was receiving for my money. My family was lead to believe that they won these fabulous, all inclusive trips and it was nothing but a scam. Everyone knows that the most expensive part would be air fare, which is why I really made sure about that being included along with the transportation. I can't believe that your company could be so unscrupulous to prey on people that think that they are winning something.

I spoke to a Carmen Velez (GM) who immediately tried to tell me that since my mother agreed to the terms that she didn't have to speak to me and she was doing so as a courtesy. I told her that since they took my money- they made me a customer too. I explained that before I let anyone have my cc# I made sure I was explained the details. She went on to tell me that it was only my side of the story and that she is sure her employee had a different side to tell. I couldn't believe the lack of customer service. Right off the bat she went into defensive mode instead of trying to help the issue. She also said to me, " Lets be real here, You actually think you would get 2 trips with air fare for that kind of money?" I told her, " I am a pretty smart woman, I made sure of what I was getting for my money- I was reassured by Elena that I was indeed getting the tickets included- so yes- i believed her." After much arguing and waiting on hold, I was told to send her an email about my dispute and I would get my money back.

This company makes a business of misleading their customers and blatantly lying to them. If you were to Google them ( which I did too late) you would find countless complaints against them. Not enough people take the action against them that are needed. They prey on the Hispanic Communities, some of which may not know where to turn to complain or how to get their money back. The radio stations also have a hand in this. They know that these ads are misleading, the ads make it seem like it is a radio promotion- Be the next caller that can answer this question correctly and you can get a free trip. Then, when you call- they have the stations music playing very loudly to further trick you into thinking that you are dealing with the station. They record you agreeing to the terms, and they speak super fast so you don't get everything that they are saying. They say that the trip is free- all you have to do is pay the taxes - That is tax fraud! How can you pay taxes on a gift??

I complained to the BBB about them. I did get a refund back eventually- after a few phone calls and emails, but that was not my main issue, my main concern was the blatant lying and rudeness. Then- the manager had the AUDACITY to call me back after hearing from the BBB and argue with me about the fact that I complained to the BBB! She was mad because I made her company look bad and told me that it was just my OPINION that I was lied to. WHATTT?? I couldn't believe the nerve of her to call me and harass me! She was arguing and not allowing me to get a word in edgewise and I was so furious that I started to blow my top at her and ask her how dare she call me at my home to wag her finger at me when her company is so fraudulent. I screamed some expletives and hung up on her. People- if you want to actually get somewhere with this company threaten to call the BBB on them! And follow through!