I sell vacations, but I don’t schedule the reservations. The reservations are scheduled through the reservation department of the company I purchase the vacations through. The past couple of years I have been supplying vacations to “daily/weekly” deal sites. Most of these companies have Newspaper, radio, or TV networks. In this method the network company does the advertising, and I supply the vacations. The proceeds are split 50/50. Recently I supplied vacations to a company that has several radio networks. We sold 170 Vegas 4 days w/ companion airfare. The problem is about half of the vacations are being refunded or occurring a charge back because the vacations are not scheduled by the company I purchase them through. Customers are promised by the reservation department that they will receive a call regarding the scheduling of their vacation within 72 hours or within 3 business days. Customers who wait days past the time of the promised phone call do not receive the call. We email the reservation department repeatedly regarding the customers’ complaints about not receiving the scheduled phone calls. A couple of months have passed in some cases without a word from the reservation department. The customers feel they’re being neglected, and they become suspicious and are accusing our partner (the advertiser) of running a scam, and one person filed a complaint with the Attorney General. Terms change: We don’t advertise that the customer will be booked into the Bellagio, the Venetian, or any other upscale hotel, but a few customers have been booked into a less than desirable hotel (The Imperial Palace). The vacation supplying company advertises “We guarantee that your customers will receive deluxe hotel accommodations in the city of their choice. In Las Vegas, our most popular destination, we have always provided accommodations at major hotel casinos. We have never received a complaint about the hotels since all bookings are done at quality hotels in every location”. We’re accused of bait & switch. Do I think they are doing this deliberately? No, I’ve dealt with them for years, and there have been “glitches”, but nothing of this magnitude. My best guess is they don’t have enough personnel to handle the reservations, but that is not our fault. We should not have to refund money because they can’t fill them. I have emailed them (you can’t phone) on several occasions “complaining about all the complaints we receive”. I have received no answer from them. Two or three years ago I filed a complaint against this company regarding a cruise. I filed it with the Attorney General in California, but was told this was not the proper office. This complaint cured itself. The cruise line went out of business, so my complaint regarding the cruise was dropped. The amount of money we’ve refunded so far (we’re still processing) is between $13,000 and $16,000. Too much for small claims court (even if we were in the same area), and not enough to interest an attorney. Arbitration perhaps. My wish is to continue selling these vacations, and this company is the “only game in town”. But if my credibility in delivering the goods to completion is damaged, I can’t see any other company working with me. My goal would be that they apologize to me and to the damaged partner I have been working with and that they understand there will be repercussions if it should happen again. How is this accomplished? Arbitration? Attorney write a strong letter? File a complaint(s) with the proper authorities? If so, with whom? When I read FTC complaint filing, it looks like it is for an individual filing against a company – not company to company. I realize this sounds simplistic, but I don’t know where to go with this. What I need is advice.    I'm concerned...hesitant.  What if their recommendation is not enough- and I need more help other than just advice?

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Country relating to Question: United States
State (if USA): Virginia

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