Hotwire Savings Club..Grrrrrrrrrrrrrrr!!

[NYDisneyMom]

Okay. I'm just so mad right now. Anyone ever call Hotwire Savings Club? You know the first thing they say is "you're calling to cancel your membership"!! Now I know WHY!!

Here's what happened, and I admit right now that I screwed up, too. I called on Tuesday and ordered tickets for the San Diego Zoo. I goofed, I already have those tickets, I needed Legoland tickets. I immediately, within minutes, called their customer service and explained I goofed. I got a supervisor who said, no problem, the order wasn't processed yet and it would be canceled. I wrote down her name and number.

Well..you know where this is going, right?? The tickets arrived yesterday. Ugh. I checked AmEx and they charged me for them. (four tickets).

I called Hotwire this morning and first was told no problem, just send them back. Then I said, your sure my AmEx will be credited back, right? Then I'm put on hold and sent to another supervisor who just keeps repeating to me "sorry, these tickets are non-refundable." She won't listen to me, she won't let me speak to the other supervisor. She gave me her name and number..but I asked her what good are all these names and numbers I'm getting if I can't speak to the first supervisor?!!

She was unbelieveably rude. Would not let me speak. Then she says......and this is what REALLY ticked me off.... "Have a blessed day." And HUNG UP ON ME!!!

If I weren't so mad I'd be laughing. So, I shot off an email to the customer service, which I know will do no good. But most importantly I'm calling AmEx and disputing the charge for the tickets.

Needless to say, my membership with Hotwire Savings is canceled. You gotta know when they pick up the call and ask if you want to cancel your membership, that's not a good sign.

Just a warning to everyone. I joined to get tickets and meal vouchers for Disney also...just be careful. Their customer service is basically "sorry, can't help you."

 

[drgnfly30]

I too experienced the WORST customer service ever with HWSC. The first rep wouldn't let me speak & then when I raised my voice to talk over him - only in order to get my question asked - I was accused of being abusive & hung up on... called back & immediately asked to be transfered to a supervisor - I was promptly told (my account must have been noted) that I deserved the treatment I received from the previous rep, would not be transfered to a supervisor & then hung up on again!!!!
Obviously Customer Service is NOT their main priority.
Christine

 

[LovesDoomBuggies]

I cancelled through email and they got it done right away and didn't badger me- just a tip for those who are dreading that call!

 

[hulabird]

I called to cancel mine last week by phone and they were very nice and gave me no problems whatsoever, did not even ask why. I guess like with anything else, it all depends on who you get on the phone.

 

[chiconh]

I agree. I finally cancelled as calling them was the most frustrating experience. When I finally got through, they could not locate my account, 3 different times! I was calling about my $10 rebate and was told that if I did not print out the form when I originally received it, they could not send me one. Lousy customer service and rude call screeners.

 

[Amirah95]

Can you report them to the Better Business Bureau?

 

[crisi]

They've been reported to the BBB, and have "reached agreement" with the AG in at least four states for "deceptive business practices."

This is one of those companies that if you research before you send them money, you never would. But a lot of people here have no problems with them at all and get exactly what they believe they should get. So its one of those "use at your own risk" things.

By the way, they do business under several names.

 

[Missy1961]

I almost signed up a few weeks ago, but decided to do some research first. I don't think I want to deal with this sort of garbarge.

 

[NYDisneyMom]

If nothing else, I'm glad if I help some people not make the same mistake.

I did get an email from them this afternoon. They said they are investigating the situation and will be in touch. Yeah, sure. I'm not holdin' my breath.

 

[jann1033]

i do find this odd since we have dealt with them many times with never a problem in the past, in fact i always had very friendly and helpful scrs....so much so it was noticably different than many companies..if they didn't know they would check until the found out what i needed to know or the problem was solved including as i posted before, my daughter's account was not canceled , she didn't "notice" it for 5 months and they refunded her for 3 months of charges...clearly her fault ..they should have canceld it but i have had mistakes happen with tons of reputable companies in the past who would have said "too bad for you"( including wdw where i spoke with the rudest most unprofessional cm ever,,,i compainted via letter and they called and said "too bad", that 's it.) she however should have checked her statement before so long a lapse. hope i don't have a problem when i sign up for this fall's vouchers.

if the tickets were nonrefunable, what did you expect them to do? obvioulsy it was a mistake on your part, you ordered the wrong thing so did you think they should refund it even though it said they were not able to be refunded? sometimes I think we, myself included, expect more than is really in a company's power to do. maybe the place you bought the tickets for won't refund the money to hotwire ...so do you think it's reasonable for them to pay for your mistake? not being argumentative here just bringing out it may be out of their hands.

 

[elfbo]

Originally posted by jann1033
if the tickets were nonrefunable, what did you expect them to do? obvioulsy it was a mistake on your part, you ordered the wrong thing so did you think they should refund it even though it said they were not able to be refunded? sometimes I think we, myself included, expect more than is really in a company's power to do. maybe the place you bought the tickets for won't refund the money to hotwire ...so do you think it's reasonable for them to pay for your mistake? not being argumentative here just bringing out it may be out of their hands.

I would agree with you, but the first poster mentioned that she called right afterwards, and was told by a "Supervisor" that the order had not been processed, and would be cancelled. So after getting that info she has a right to be upset because she was lied to by the supervisor. I mean if she had been told that there was nothing they could do at this point would be one thing, but they told her that it could be fixed, and it wasnt.

 

[NYDisneyMom]

Originally posted by jann1033
iif the tickets were nonrefunable, what did you expect them to do? obvioulsy it was a mistake on your part, you ordered the wrong thing so did you think they should refund it even though it said they were not able to be refunded? sometimes I think we, myself included, expect more than is really in a company's power to do. maybe the place you bought the tickets for won't refund the money to hotwire ...so do you think it's reasonable for them to pay for your mistake? not being argumentative here just bringing out it may be out of their hands.

You didn't read my entire post. Yes, I admitted I goofed and called within minutes of ordering these tickets (I'm planning and scheduling three vacations right now, it can get confusing!)

The problem was that I was told by a "supervisor" -- who was very pleasant, btw -- that it was not a problem, the order hadn't been processed yet and she would cancel it. Right now I'm thinking that was just total B.S. They got my money, now they're saying there's nothing they can do about it.

The part that threw me over the edge was the woman who was totally rude, would not even let me speak and then said "have a blessed day" before she hung up on me. THAT put me right over!

They make me laugh because all these customer service representatives give you their name and number, like that's supposed to mean something.

Okay...my blood pressure's going up again. I'll stop now.