ComplaintsforAloha Hawaii Tours

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased membership on Sept 25, because we enjoy to travel. I tested their selling point that they have better pricing than expedia/*********** because both entities upcharge their services by 200% or they will refund me the difference plus 110%. Simple car rental was $90 more expensive if I had booked with them instead of expedia. I wanted details on their refund process. I reached 3 times via email, twice via phone call and once via chat. None of the emails nor phone calls were returned or responded. The chat session, cut as soon as I requested a call back from a manager. Due to their inactivity in responding to inquiries, I wish to cancel and get my money back. I emailed them today requesting the cancellation.

  Business response

  10/09/2024

  After multiple attempts trying to reach this member, we spoke to him today 10/9/24, addressed all his questions and resolved all misunderstandings. The member is now very happy with his membership.

  We look forward to providing him with great service. Thanks!

• Initial Complaint

  10/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 1st 2024. I was harrased after signing up for a newsletter for Aloha Hawaii tours on instagram ****** harassed me constantly to join their webinar. Stated I didnt have any time so without asking me, instead he bull dogged me and told me he would set me up for a webinar on Thursday. I never told him anything just that I didnt have time at the moment. Thursday comes hes already 3hrs early on forcing me to join the webinar. So Im going through the webinar mind you the play this confusion game where you are introduced to one person then another and another. First *** speed talks you and tries to pull you in stating its a great deal all while bashing *********** and Priceline. Second *** sweet talks you and tries to see how much he can get off of you. Rather it be paying for a 2000$ membership or 999$ membership. The third jerk swoops in for the Final sale loan signing but they DO NOT CALL IT THAT. Nor do they explain to you exactly what that is. My last *** played a recording that didnt even play and was glitchy the whole time. Due to that this cant be legally binding and I refuse to take the membership. As Im told all sales are final only after never being explained that before signing. Im in the process of speaking with a lawyer do to the glitchy voice recording at signing is my only angle. This company is a huge scam. As well as a magic show please be careful. As I have tried to work things out with the company the manager is forever busy and my video investigation has not been solved. Nor will they be able to prove to me what I vividly remember happening during signing. ****************** states I can call to report any false claims as well I call and get three ways to pay through their phone number no way to speak to a person. I want this off of my credit and out of my life as I refuse to use any of their services.

  Business response

  10/09/2024

  Aloha,

  The contract signing was reviewed and a copy was shared with this customer for visibility.

  After the pre-recorded disclosure, the company representative asked the member to confirm whether she heard what was said and the customer replied "yes, I heard it".

  During the second "glitch", (which was clear on our recording side), the customer advised our representative that she didn't hear what was said, and he thoroughly repeated everything, to which she acknowledged and understood.

  Despite the aggressive and menacing adjectives being used to describe our representatives and processes, we have reviewed each recording and confirmed that the member had a calm and enjoyable experience with us.

  A manager is currently still reviewing this case, and will continue to assist this member with findings and recorded proof.

  At this time, we have found no issue whatsoever with the delivery of services and benefits, but as our investigation continues, we will update the member directly and continue to provide communicative and clear support. Based on this current status, cancellation is denied.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was misled by them telling me that they could offer better prices than other travel platforms such as VRBO, ***********, etc. There prices were not cheaper by much, if any. I immediately asked for a cancellation and was told to see a walk through of the website and I did that as well with Mr. *********** ****** and they still deny my refund. This company is a fraud and is misleading people and charging them for services that they can get for free. For example, the reservation for a booking on *********** for the same dates were only $30 more for the booking on their website. It will take a lot to recoup my $1,999.

  Business response

  10/18/2024

  Aloha,

  We have been in contact with this member directly after receiving this complaint originally.

  She provided us with a few examples of properties she wanted to visit. We ran live price comparisons and verified that the member rate was better than the public rate on ALL but one of them. And in the case of that one property, we explained that we have a price match guarantee and would be happy to help her submit a claim for reimbursement.

  She then shared with us that she was using a rate secured many months ago for a particular property in the *********, to compare to our current rates available. You cannot compare a rate that you previously secured in the past with any current rates for the same property and dates. The reason being, as check in dates approach, rates always increase. Meaning if you have a rate you secured back in October for an upcoming date, the member rate back in October for the same was likely much less than what it is right now. 
  
  The only way to run a true value comparison is to compare the current member rate with the current public rate. And based on our search, if the member had needed to book right now, she would have had a guaranteed savings of $800+ which verified that the platform is working as expected.

  We are happy to provide assistance but the member is respectfully misguided and there has been no issue with delivery of services therefore cancellation is denied.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was promised a vacation and that I could chose from any of the available destinations. Aan email was sent with instructions that require one tos elect a destination without knowing which hotel one is selecting. When I asked the initial representative, she went through a list of providers like ********, ********, *****, etc. While the towers drive did not specifically state that one would not know ahead of time, it is misleading and deceptive to not be forthcoming and advise when something deviates from prevailing travel-industry practices of being able to select just one is buying. Furthermore, one is also locked in to a specific destination and it cannot be changed. Upon reaching the site where taxes and fees are assessed, when it is such a specific amount that is shut charged it is because you already know what hotel is on the back-end. Why create a layer of deception?RedeemVacations is used as the third party provider. What are you hiding s tied party when your core business is wholesale at-cost travel? It is to deflect responsibility. Please resolve this with me and avoid having to file a complaint with members of the Hawaii legislature, and the Offices of Attorneys General of both States. You make it an art form to reply to answers in this medium and make it seem like its an honest misunderstanding when it is a methodical process which the agents are trained to finesse. It is NOT in good faith.

  Business response

  09/23/2024

  Aloha Jack,

  There are multiple properties to choose from within the hotel certificate system. We are not hiding or avoiding anything. And the reason that the taxes are specific, are not because we know exactly what hotel, but because the taxes are set based on the state of the destination you select. Therefore state taxes based on the stay.

  A customer service agent will be calling to walk you through your redemption and answer any questions. We do wish you would have called first for support before going to the BBB, then we could have cleared up all your misunderstandings.

  Thank you.

  Customer response

  09/26/2024

   
  Complaint: 22322220
  
  I am rejecting this response because:

   

  this is all  lies - you dont get this rates if you offer your clients at cost travel. Its all fluff. I stayed in the big easy 4 times in the las twelve months and the sample hotels dont charge that for a standard room. You pocket the difference 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended a presentation by an Aloha Hawaiian Travel representative on 09/18/2024 via ****. I was told they wanted feedback on their presentation, and in exchange a Free 4/5 night cruise which is not the case as they charge $49.95 to redeem the free stay and in the fine print they state port fees and taxes. I purchased a travel membership under false claims that i would receive discounts on travel, flights and hotels. I was told i have to buy now or the deal would go away, I mistakenly felt so obligated i agreed to purchase this scam, once on the website the links don't work, I asked about the cancellation policy, she dodged the question and changed the subject. Despite my concerns, the representative continued to push the product, insisting I would save money and earn more points but infect we do not. I called requesting to cancel my membership as I am now having to pay $99 at sign up and $999 for a membership that i was also never told included interest. for 18 month. When calling to try and cancel they give you the run around. and after reviewing the reviews for this company its a total scam. I need help getting out of my contract- I pray its possible. I would just like to end the month payments that are at $57.41 for 18 months starting 10/20/2024. Is this possible?

  Business response

  09/25/2024

  Aloha,

  Regarding the cruise certificate, it is stated from the beginning on the advertisement that this is a voucher and that the recipient is responsible for taxes and redemption fees. That is not an issue.

  When you become a member with us, you do in fact gain access to the ************ services which provide discounts on travel. We can provide endless examples and we will contact you directly to offer that support.

  "once on the website the links don't work" --> We are not sure what you mean by this statement, but we will call to assist you with this.

  The terms of the financing, including the interest rates, are clearly presented to you during the decision-making process. We will send you proof directly as this statement you have made is a lie.

  We have on file that you called and spoke with a manager on Friday who provided guidance and support, who also showed you some great booking options for a trip, and you expressed satisfaction with seeing those options.

  We have good reviews and bad reviews, like any company. We address them all and reply to each to make every effort to resolve every concern.

  A manager will call you back and assist you further. There has been NO issue with the delivery of service and benefits.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11/4/23, I agreed to participate in a 45 min Zoom travel webinar with Aloha Hawaii Travel, aka Aloha Hawaii Tours and Travel, or Aloha Hawaii Tours **** The business committed to providing substantially low travel rates at wholesale prices for hotels, cruises, flights, etc., guaranteeing to beat any third-party website. For my time, I would receive a certificate as a token of appreciation. The email confirmation stated that there was NO OBLIGATION and it was NOT A TIMESHARE PRESENTATION. As long as I completed the webinar, I would receive the travel certificate. I completed the webinar, they sold me on a 10-year membership for $200. They also said I would get a copy of the webinar for my records (I asked for it because I was already skeptical with all the fast talking they were doing - never received). The certificate given was good for a cruise, a 4-day/3-night hotel stay within the 50 states, and a 6-day/5-night Hawaii trip valid for up to 18 months, giving me plenty of time to plan my trip. However, I later found out that I needed to choose a destination within 6 months, not 18. Once the destination was chosen, I would need to activate my certificate or redeem it, meaning PAY, and then I would have 18 months to use my thank you trip. They never disclosed that I would have to PAY for the certificate. When I tried to use the certificate, they wanted me to pay the taxes on the trip, which was about $300. Additionally, they never disclosed that I had to pay an additional $199 a year to renew my membership annually. In everything they went over with me, they purposely did not mention that. They went over my financing: no interest, $114.70 a month for 16 months with a down payment of $200. That is all I agreed to. I did not agree to pay an additional $199/yr for the 10 yr membership, nor did I agree to pay the taxes on the free gift for attending the webinar. For now, I keep deferring my payments until I figure out how to get out of this nightmare of a scam.

  Business response

  09/18/2024

  Aloha,

  We can easily extend the expiration date on your vouchers if you need more time to use them. You've never asked us directly to do so, but we will contact and assist you with that.

  Regarding renewals, there is a thorough explanation DURING the webinar, as well as an explanation of it again during the one on one before you decide to purchase, AND it is written and explained within the signed purchase agreement.

  A manager will be contacting you. But you are mistaken about these assumptions. Thanks!

  Customer response

  09/25/2024

   
  Complaint: 22300447
  
  I am rejecting this response because: the extension of the free gift is not my primary concern. We have communicated via email outside of the BBB, and I have repeatedly expressed that my issue is with the associated costs, not the extension.

  What you refer to as assumptions are actually my personal experiences and those of others I mistakenly referred to your presentation. These individuals, who also purchased memberships, are experiencing the same problems. I do not understand why you are downplaying these issues as if they are fabricated. Given the consistency of our complaints and the numerous other complaints I have encountered, it is clear that your company operates dishonestly. 

  While you may have found legal grounds to continue your business, this does not equate to honesty and your participating in deceptive practices. This characteristic of pyramid schemes; the more sales made, the more profit those at the top earn. It's a well-known system.

  And let me correct a previous statement: I have made five payments totaling $573.50, plus $200 down payment, bringing the total to $773.50. I am not concerned about the money spent; I simply want to terminate the contract.

  I still maintain that no significant discounts were observed during my searches, as I have communicated to your representatives. Asking me to demonstrate my findings is unreasonable. The process was supposed to be easy and provide significant saving through wholesale pricing, which has not been my experience. A tutorial is unnecessary for this. 

  As I watch the video sent via email on September 19, 2024, nearly a year after purchasing this membership as as part of this complaint, I see that I asked the financial representative for a copy of the recording that day. She responded, "I cannot send you a recording...we're not allowed to...part of our policy." To which I replied, "Oh?"

  This is an example of promises made to secure the sale but not fulfilled when it came time to deliver. It has been almost a year, and I only received this recording after filing a formal complaint.

  Regarding the vacation voucher provided as an incentive for my participation, it was clearly stated that no purchase was required and that I would receive the gift regardless of whether I purchased the membership. The only extra costs associated and communicated regarding the voucher was if I wanted to bring my children, as the voucher was valid for two adults. There was no mention of additional charges such as taxes or fees to "activate" the free gift. This is another example on not being transparent. 

  What steps are required to cancel this agreement?

  
  Sincerely,
  
  ******** *****

  Business response

  10/09/2024

  Aloha,

  With all due respect, we are maintaining communication and support with you directly but as we have found no issue with the delivery of services and benefits in line with what was displayed in the presentation, we cannot waive the final sale policy at this time.

  We will continue to offer support via direct communication.

  Thank you,

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company contacted me on September 13th 2024 at 5pm asking me to join a Zoom meeting at 5:40pm for a travel meeting with incentives. In which I did with the promise to receive a 4 days 3 night hotel stay of my choice. I attended the zoom. I didn't purchase anything because they would allow us to look at their website before becoming a member. I don't buy the membership and I asked for more time to do my research on the company. After the zoom meeting I received and email with my gift code on it along with the steps to claim my gift. The code didn't work. I emailed them back they gave me another password that didn't work! I'm and IT engineer, I work with codes all day. I did more research and this company is not legit. I looked at the complaints on and they are doing great harm to hard working families. This company uses a fake BBB page in their presentations that shows they have a A+ rating with you all and have been on your site for over 15 years. BBB shut them down.

  Business response

  09/18/2024

  Aloha,

  This customer contacted us for assistance a few days ago and our team helped reset her password and logged her into her certificate account.

  All is resolved.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was offered a cruise plus a 100 voucher for doing a webinar and for using my laptop at the end of the webinar I was only offered the cruise and was told I would get an email with a couple of minutes never got the email I was advised that I would have to pay port fees and taxes on the cruise but I never got the email and they last gentleman I spoke with said nothing about the second free gift for using my laptop

  Business response

  09/16/2024

  Aloha,

  We advise everyone during the presentation to check their spam folder in case they don't see their gifts after the webinar.

  Your gifts were sent to you in a timely fashion after the presentation.

  You would have been welcome to call us for assistance locating them before immediately jumping onto the BBB platform.

  After receiving your complaint, we resent your certificates, call and left a message with you on Friday. We have been trying to reach and assist you in this matter.

  Please close this complaint at your earliest convenience after you locate the certificates or feel free to call us for assistance @ **************.

  Thank you.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 10 2024 i attended a vacation travel agent seminar where the world was promised to me for the great low price of $1999. what was included in this package was a 4 night cruise voucher. Daily flight deals anywhere i want. Hotel and cruise deals at me fingertips. customer support 24/7. What i got was an expired cruise voucher mid July. Flight deals that were so restricted that no one that has a life or job could ever take advantage of them. And a customer service **** that would rather just put you on hold rather then help you. currently 58 min on hold right now. in Aug after multiple attempts to get the voucher and clarification on the program i finally said this is not what i signed up for and spoke to customer service to cancel and get my refund. its been an additional month of them promising they will fix the issue or even funnier i will have the manager call you. no call ever happens

  Business response

  10/09/2024

  Aloha,

  Thank you for your patience awaiting a response during this busy period. Although rare, we understand the frustration the delayed resolution can cause.

  Regarding the cruise certificate. The cruise certificate is a gift for attending the presenation, entirely separate from the membership, or membership agreement. The cruise certificate was sent to you promptly on June 8th. The certificate displays an activation code with a 1-month expiration date to activate. Once activated, it is valid for 2 years. On September 6th, you spoke with one of our team members about the certificate since the code had expired. We offering to send a NEW certificate to replace the expired one. The offer was declined.

  Regarding flight deals, as stated in the presentation, no one can discount flights except the airlines themselves therefore what we are operating is a deal alert service, not a traditional booking by demand service. The airlines notify us when they do a price drop, and then we notify you in the daily newsletter. This was stated in the webinar on June 8th, and re-explained by one of our customer service **** when you called in a couple of days later on June 10th, asking about flight services. Per our records, the information was accepted and understood on the call.

  Hotel and cruise deals ARE are your fingertips. We would love to help you book them. And would recommend scheduling a guided, new member tutorial to show you how to do so.

  Per our records, we understand there has been a delay in addressing the cancellation request specifically and we do apologize for that. But asides from that specific issue, you have received timely customer service a number of times since your initial date of sale.

  We cannot offer cancellation at this time, but a supervisor has been assigned and will be calling within ***** hours to (1) replace your expired cruise certificate, (2) offer further discussion about the flight services set up and (2) to schedule you for a very helpful guided tutorial.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company states that they are a discount travel company. When you look at their site you find that there is no true discount. Despite watching the sales person demonstrate a discount during the presentation. This is a scam and consumers need to be made of aware of it and us consumers need to be protected from these predators. The first day I called the phone was answered however I have not been able to get anyone on the phone.

  Business response

  09/06/2024

  Aloha,

  You are a brand new member. You called on September 2nd and spoke to a representative "Almira". You called on September 4th and left a voicemail to cancel, you haven't called the reservations center. You've never done a tutorial or requested any support from our team either.

  It is physically impossible that "there is no true discount". The main reason is because we use the live product during our webinar presentation before you decide to purchase. Everything shown and every discount we advertise can be recreated.

  A manager will be calling to provide you with guidance and to schedule a tutorial. But what was shown is exactly what was delivered.

  We will not be offering cancellation at this time.

  Thank you.

  Customer response

  09/09/2024

   
  Complaint: 22241439
  
  I am rejecting this response because: The so called free cruise and $100 is a total lie. Everything about your service is a lie.  Perhaps during the live presentation she used a dummy account that has so many points that it gave her better deals. The "free cruise" is the worst cruise offer ever and I take cruises three times a year. The $100 bonus is a scam. You pretend to be this great "membership" service while you are the only ones that are benefiting. 
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩