Complaints
This profile includes complaints for Maritz Holdings Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:12/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to file a complaint against Maritz for unprofessional conduct and poor customer service, which resulted in significant financial loss and inconvenience to **** am an editor of ************************** (***). As an editor benefit, I am entitled to free registration for the *** Fall Meeting. In October 2024, I contacted Maritz, the organization handling AGU registrations and hotel bookings, to cancel and re-register my registration to apply a promo code for my complimentary benefit.However, without my consent or instruction, Maritz customer service also canceled my hotel reservation. This reservation was originally secured at the government rate. After I discovered their error, I immediately reached out to Maritz customer service to reinstate my hotel reservation. While they did reinstate it, the new reservation was at a higher nightly rate than the original government rate.Because of this error, I am now expected to pay the difference between the government rate and the new rate for a six-night stay, which my institution will not cover. This additional expense is a direct result of Maritzs mistake.I requested that Maritz restore the original government rate for my reservation. However, their customer service team lead, **** *******, informed me that the hotel would not honor the government rate for the reinstated reservation. Since then, my follow-up emails to **** have been ignored.This incident demonstrates gross negligence and a lack of accountability on the part of Maritz. I never requested the cancellation of my hotel reservation, and their error has caused financial harm and unnecessary stress. Their unwillingness to resolve this issue fairly and their failure to respond to further inquiries is both unprofessional and unacceptable.I am seeking a resolution where Maritz reinstates my hotel reservation at the original government rate or compensates me for the additional cost caused by their mistake.Thank you for your assistance.
Business Response
Date: 12/09/2024
We are writing to acknowledge the receipt of your notice dated 12/4/24, regarding the complaint filed by ******* Ma. We take customer complaints very seriously and strive to provide the best service possible. We have reviewed the record of our interactions with this guest, and we believe that we have resolved this issue satisfactorily. Here is a summary of this interaction:
Weiming Ma sent an email 11/6/24 and requested to cancel his registration to the *************** At that time, this guest didnt mention that he would be planning to re-book later. Our policy dictates that when a guest cancels their registration for an event, we also cancel the hotel reservation so that we keep an accurate inventory of rooms and so we dont run out of rooms for conference attendees. As a third-party vendor, we operate registration for clients and therefore follow the clients rules for each event. Also, even though the client rule is they do not need to register first to book a hotel they cannot retain a hotel room if they are not registered for the event, this is another reason why we cancel.
This guest then reached back out to us to re-register using a promotional code. At this point in time, the hotel was fully sold out, so he was unable to book a room at the hotel. Our team reached out to the hotel and was able to get him back into that same hotel at a discounted rate, but unfortunately not at the original, reduced government rate. We continued discussing options with our client and the hotel to resolve this in the guests favor.
On 12/5/24, we notified him that due to the unique circumstances around this registration, we will reimburse him for the difference between the original government rate and the current discounted rate. We have asked that he provide a final hotel invoice and then we will reimburse him via check soon after the event. The guest agreed to these terms.
On 12/7, we were able to convince the hotel to change this guests reservation to the original government rate and we have alerted the guest, so no reimbursement should now be needed.
We believe that this issue has now been resolved. We are dedicated to ensuring that our customers receive the highest quality of care. We hope that this clarifies the situation and demonstrates our efforts to address this guests complaint. We regret any inconvenience or frustration that he may have experienced. We value his business and his feedback, and we hope that he is satisfied with the outcome.
Please let us know if any additional steps are required to resolve this issue. If you have any further questions or concerns, please do not hesitate to contact us.Customer Answer
Date: 12/16/2024
Dear Better Business Bureau,
My complaint has been resolved. Thank you very much for your assistance!
Best regards.
Weiming Ma
Initial Complaint
Date:12/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11-20-2023 I placed an order using my reward points I earned from my personal employer and I have not received my package. When I placed my order I was told it would ship within 2 weeks. It is currently 12-14-2023 and I still have not received my order and the order has not shipped. I contacted the company I ordered through and all they said was I have to wait even though I've waited well over the 2 weeks, I wasn't offered my points back and I wasn't offered any kind of solution or any info relating to my order or what is taking so long. The amount is points but 1 point equals $1 usdBusiness Response
Date: 04/18/2024
We take customer complaints very seriously, and we strive to provide the best service possible. We have reviewed the record of our interactions with ****************, and we believe that we have resolved his issue satisfactorily. Here is a summary of the events:
1. On November 20, 2023, **************** placed an order with us.
2. On December 7, 2023, he emailed us for shipping information. We replied the same day, informing him that we had forwarded his request to our research team and that we would get back to him in 3-5 business days.
3. On December 14, 2023, he called us for an update. We checked with our vendor team and found out that the item had not shipped yet. We immediately created and released a replacement order for him, and sent him an email confirmation.
4. On December 15, 2023, the vendor confirmed that the replacement item had shipped.
5. On December 19, 2023, he emailed us again, stating that he had not received the confirmation of the replacement order. We replied the same day, providing him with the new order number and the tracking information.
6. On December 22, 2023, the order was delivered to him, as confirmed by UPS.
Now that we are aware of Mr. ******* complaint, we plan on following up with him to ensure that he is satisfied with the resolution of his issue.
At Maritz, we are dedicated to ensuring that our customers receive the highest quality of care. We hope that this clarifies the situation and demonstrates our efforts to address Mr. ******* complaint. We regret any inconvenience or frustration that he may have experienced. We value his business and his feedback, and we hope that he is satisfied with the outcome.
Please let us know if any additional steps are required to resolve this complaint. If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
*********************** (she, her) VP, Brand Maritz
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