Universal Adventure USA — Horrible service
I already posted a reply to the other complaint that was filed here concerning that company. However, I feel it's a good idea to file another one.
I can't tell what it is to travel with them. I never did. It is possible that some customers really end up in fun places to have a good time. But I can't vouch for them.
Day 1 of the transaction: I'm being called at home and told that I have won a free vacation. (I had been looking for some stuff online during that time, such as Disney World promotions, so I thought yeah maybe I also came across on their ad somewhere and clicked on it for participation.) Then I'm being explained about the details and how fun the travel would be. I was very hesitant when they asked for my credit card number (I'm a full-time student and prefer to think things through before buying anything). The details of this event are hazy, I can't remember if I gave the whole number or only my expiration date. (I buy some things on the internet once in a while, so it's possible they got my number somewhere too.) When I was told I was being charged 500$ my breathing and heartbeat stopped altogether. Then I told them I wasn't ready for this, and was transferred to a manager to "handle the issue". This person was borderline rude but calmed me down with sentences that would reassure me. Also when I said that I didn't know when I could travel, she said that I could extend the package for another year, no problem. She never mentioned additional fees or whatnot.
In April I figured out I couldn't travel this year so I sent an email to know the details about the extension. The auto-reply from the email says that they contact people within 24 business hours. That didn't happen. After a week of waiting I sent another email. After that someone called me back home (another manager of some sort) and left a message on my machine that basically told me "call back the company for the extension". When I finally did, I was told the extension was going to cost me 99$ for another year. I was surprised because nobody told me this before. The agent on the phone told me "err well I don't know why they didn't tell you, but that's like an open plane ticket. If you want an extension there's a fee." When I asked if there was a deadline I had to think about for the extension, the agent said "oh no rush, you can call us on the expiration date (July 12th) if you want!" I was in the search of a buyer to transfer the name of the package (so that someone else could profit from it this year) and got all the information concerning the name transfer, but I didn't pay for the extension then. I wasn't ready.
I couldn't find a buyer for the package and the expiration date was coming fast. I remembered the agent's sentence "you can call back on the 12th if you want" and looked at their office contact info. The 12th is a Sunday (yesterday) and their office is open from Mon-Fri 9am-6pm.See Top 10 Worst Companies in Brunswick, GAA good thing I didn't call on the 12th... the agent didn't even check her schedule to tell me "oh that's a Sunday so call a few days before" or something. So I called on Friday the 10th (since apparently there was no reason to rush) only to find an answering machine waiting for my call. I left 2 messages that afternoon, and I stated in each that my problem was urgent and that they should call me that day as the package would expire during the weekend. Not only nobody called me back, but after 5h30pm I wasn't even able to leave another message on their machine. After roughly 10 rings all I could hear was a series of beeps or a "please call again" message. It felt to me like the office was closed before time. I sent an email then, thinking they will read it only on Monday but I took my chance.
I called back today, Monday, to figure out if my issue was being handled. Nobody answered and no machine was ready to take my message. I just got the "please call again" message or the series of beeps. There's no reply in my email inbox from them. I wanted to renew the package to have a chance to sell it soon, but now I have the impression that my 500$ just went down the drain and the company doesn't care about not giving me any service and just taking the money. I filed a complaint with the BBB in the Georgia area last Friday because I was angry about the bad customer service, and sent another email to the BBB today saying it's probably a scam and much worse than a bad customer service problem.
I made an internet search today to see if there were other people who had a bad experience with them and I found this site, as well as questions and concerns posted elsewhere. There are a few posts here and there saying "I went to Vegas with them it was nice" or "this is a great deal", but all in all I found a lot more complaints than positive feedback. The complaints are given in details but the positive feedback is short and not giving much information. I really have the impression that it's just a big scam. Like I said earlier, it's very possible that some people ended up traveling with them (that might help the company to keep a good image), but I have the impression that there's a lot more unhappy customers that have been charged when they were not ready for it (and this is how the company makes the money) than happy customers having a good time.
Also, why would a company change names every once in a while, if not to protect themselves from the BBB and customers complaints like seen on this board here? Last year when I searched the name Universal Adventure USA on the BBB site, it was listed. Today, the same address and phone number is listed as the AAA Promotions Inc. company. There are other people who talk about Universal Fun Pass or Universal something else. It seems to me it's the same bunch but changing name for a "clean slate". I wonder what the BBB can really do against them, but I have a feeling that there's a lot of fraud going on at this address in Georgia.