LORAIN, Ohio - Teresa Marozsan and Garlen Bailes are like many others who are looking for the best prices during the summer travel season.
In an effort to save money, the Lorain couple paid nearly $3,600 for a membership with Now or Never Travel back in June 2012.
Marozsan told NewsChannel5 the travel club promised discounted prices and rebates on every flight and trip booked with the company.
"They told us that after a time, this whole thing is going to be paid for because every plane trip you get $100 back on a ticket," said Marozsan. "At the time, we thought it seemed like a good deal."
Several months later, jubilation turned into frustration. After booking three trips, the couple was never issued one rebate.
"Finally after six weeks we started calling again. They said we should be getting it pretty soon," said Marozsan. "Then we kept calling, and they said the only person who can handle this is the owner."
Marozsan finally reached Now or Never Travel owner Rick Kenney, but claims she was given more excuses.
To make matter worse, the couple claims the prices on travel packages weren't really any batter than what can readily be found online.
"They're not fulfilling none of their agreements and the worst part about it is they won't even contact you," said Garlen Bailes. "On trips to Vegas, basically we found them and told them. They were supposed to beat the price, but they didn't beat nothing. It was the same price."
Meanwhile, Cleveland Better Business Bureau Vice President Sue McConnell reports Marozsan and Bailes aren't the the only Now or Never Travel clients complaining.
"They currently have an "F' rating. We've had 50 complaints since the beginning of 2013 and the vast majority of those are since February," said McConnell. "We're not getting any response at all from Now or Never Travel."
McConnell told NewsChannel5 the vast majority of complaints involve thousands in unpaid rebates to travel clients.
The 5 On Your Side Troubleshooter Team contacted Now or Never Travel and company owner Rick Kenney responded immediately.
Kenney quickly apologized for the delays on rebates to customers and blamed an issue with the company accounting department.
Kenney issued the following statement in response to the NewsChannel5 investigation:
"From March 2011 to November 2012 we maintained an A rating with the BBB. In December 2012 we began to receive an inordinate amount of calls regarding member benefits that were due to people that we were not aware of.
Upon further checking we found that a few of our people that were making the reservations for our members were not turning in the proper forms to accounting, therefore we were unaware that there were any benefits due to the complaining members.
What caused the current problem was the fact that our members were not calling us within 45 business days of there return but were waiting 100-120 days to notify us. When all of the calls started to come in to us regarding member benefits, we were completely taken aback.
The amount that was due to these members was overwhelming. This started a spiral of member benefits not being paid on time. We are still in the catching up mode."
Kenney assured NewsChannel5 no new memberships have been issued since February 2013 and no more will be taken until all rebates are sent out.
Kenney agreed to immediately send $400 in rebates owed to Marozsan and Bailes and waive the couple's $199 annual membership dues.
NewsChannel5 confirmed the company is now working with the BBB and the Ohio Attorney General to rectify all outstanding complaints--a process Kenney promised would be completed within the next 90 days.
The BBB issued a warning on travel clubs that use high pressure "sign-up now" sales tactics.
"We would tell consumers to wait and think about it. You really need to know if the cost of this travel membership is going to pay you back in discounts on travel," explained McConnell. "How can you know if you don't have a chance to compare the travel club pricing with what you can find on-line?"