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Hopper complaints

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275 Third Street
Cambridge, MA 02142 | Get Directions

(617) 225-2009

http://www.hopper.com

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Total Amount in Dispute:
$14,872.00

Total Amount Settled:
$1,344.00

Complaint Experience

64%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

14 complaints against Hopper closed in last 3 years.

Complaints	Type of response
4	Making a full refund, as the consumer requested
1	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
5	Unanswered

14 complaints against Hopper

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9/19/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $505.00 Amount Settled: $0.00

Customer Complaint

9/10/2024

A car was ordered for Hawaii. My wife didn't realize we had to order a car from the Lahui Kawaii. She placed the order for Honolulu. We called a week and advance when I noticed the error hopper stated that it was the car companies problem to release it to the other island. The car company says Hopper would not allow to change. Harper said they would not refund the money or get us a new car for the location we needed or give us credit on our account. I try talking to supervisors the car company called sixt and hopper with negative results Resolution Sought Either refunds are $505 or give us credit on the account.

Company Response

9/11/2024

We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, it appears that you have a car rental reservation 9934682543 with Sixt. I understand that you want to seek a refund or travel credit on this booking. I can see that you have already reached out with our support team for this concern. Based on the cancellation policy, the booking is non-refundable. As much as we would like to process a refund, we are unable to do so as we are bound by our car partner policies. Please note that the cancellation policy is stated in the email confirmation that was sent after the booking was made. Kindly note that booking is still confirmed on our system. If you have any further questions or concerns, feel free to contact us at +1-833-933-HOP1 (+1-833-933-4671). Our dedicated customer support team is available round the clock to assist you with any queries or concerns.

Customer Rebuttal

9/11/2024

The car company has agreed to return our money. They stated it was Hopper that did not want to do the exchange the Car company has wrote a letter to Hopper saying they have no problem returning the money back to us. I have in writing from both Harper and the car company, saying they will take care of the problem we will see

Company Final Response

9/17/2024

We have reached out to our car rental partner, and a refund request was approved. In line with this, the refund has already been processed to the original form of payment. A personal email was also sent by our Management Team to provide further information.

9/5/2024

RESPONSE: Complaint was not answered Amount in Dispute: $63.44 Amount Settled: $0.00

Customer Complaint

8/12/2024

I booked a hotel through the service that I was not able to check-in because the hotel told me they would not be able to profit from the booking. I've been speaking with hopper for over a week now and they're still not willing to refund the fee for my booking. I have not even requested the funds I spent on another or the funds I spent traveling from there to the new booking. Resolution Sought I would like a full refund for the booking.

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