Jul 7, 2008

Points of Light Foundation's eStore: A Horror Story

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My wife and I booked a travel package to Spain and Portugal with the Points of Light's eStore on eBay after we won an auction. We were scheduled to leave later this month for our first real vacation in quite a few years, but it turns out today that "significant financial and operational irregularities" with the third-party vendor have caused a complete shutdown of thousands of travel packages purchased by travelers across the country and around the world. As yet I have been unable to find any stories beyond the organization's press release.

As it stands, we are currently out several thousand dollars with no certainty that any of this will ever be refunded, though the Points of Light folks assure us that they have "created a customer care center to help customers apply for their refunds." This "care center," however, essentially consists of an online form to send off, and we cannot speak with a live human being about the mess into which Points of Light and their vendors have tossed us, just when we had all but packed our Rimowa luggage.

In addition, we also booked a number of non-refundable hotel reservations for which we already paid, so it looks like we will have to scrape up an extra three grand or so in order to purchase new plane tickets for our trip. Otherwise, we'll be eating about five grand, unless the trip insurance we purchased manages to cover this fiasco(doubtful, but one can always hope).

Now, losing a few thousand dollars will not break us, and we can probably still manage to find a way to make this vacation happen if we tap some emergency funds, but I urge everyone reading this post to stay the hell away from the Points of Light Foundation until they get their act together. True, a third party appears to have been the one running a scam, but Points of Light still has the responsibility to monitor what their vendors are doing and to make good on their promises.

And to the sleazy "independent contractor" who has screwed up so many vacations? Better hope a few disenchanted customers and their Louisville Sluggers don't meet up with you in a dark alley, pal.

48 comments:

Anonymous said...

WE JUST FOUND OUT WE WERE SCREWED, TOO! SO MUCH FOR OUR HONEYMOON, YOU ASSHOLES!!!!!!

SORRY FOR THE CUSSING!

Anonymous said...

FYI from the eBay site where all the POL victims are posting:

Hello, this is Sharon, and I represent the Points of Light Foundation.

We are aware of your concerns and are working hard to resolve these issues. There have been some discussions here around the subject of refunds, and we want to reassure buyers that they will receive refunds for their travel and we will process these as quickly as possible, with the goal of a 30 day time frame, if not sooner. However, we do need to follow a uniform process for all the refunds and verify the amount due. So, buyers do need to apply for a refund for their specific purchase via this link: http://www.pointsoflight.org/estore/refund.html

We know there have also been discussions around the identity of the independent contractor involved. Unfortunately, we are legally unable to comment on this person’s identity or on more specifics beyond what we have already provided on our Web site: http://www.pointsoflight.org/about/mediacenter/releases/2008/07-04.cfm

We’d like to reiterate that we are working with legal and accounting experts and law enforcement to investigate this further and pursue all available legal recourse. We are unable to provide more information publicly beyond that.

Since we are working around the clock to resolve these issues, unfortunately we cannot monitor this board as closely as we'd like. Should you have additional questions, please visit our FAQ page on our Web site http://www.pointsoflight.org/estore/faq.html and/or contact our Customer Service team at 800-886-6304.

Again, we are deeply apologetic for the inconvenience this unfortunate situation has caused you. Thank you very much for your patience as we work to resolve this as quickly as possible and refund all buyers.

Anonymous said...

Mike,
This certainly has been scary and quite a lousy financial lesson for me. You can speak to people in person (I know because I've called 3 or 4 times) at the number listed on the POL website: 202-729-8000. I'm still crying over this. However, I believe Maria Herrmann is the one to blame, not the foundation (although I understand they are not allowed to say).
Best wishes on rebooking your travel. I think I've just finished re-working mine (which is happening NEXT WEEK).
And to the folks who lost their honeymoon, that is REALLY lousy and I wish you the best. When I feel sorry for myself about this situation, I just think of how difficult it must be for you. Hope you can work things out!!!

Celeste said...

Mike, I am sorry to hear about your loss as well. We had our wedding planned for August 16, 2008 in Kauai. 12 of our 28 guests had tickets purchased through the Points of Light e store. Now my fiance and I do not even have tickets to get there. We have spent thousands of dollars in deposits for our wedding and honeymoon all of which may now be lost. I am devastated and extremely frustrated with the lack of response from the Points of Light Foundation. The website stated we would get a response within 24 hours after submitting the online form, but the 24 hours has passed. This is a nightmare.

Anonymous said...

It is truly unfortuante this occurred - like all of you, six of us were scheduled for Hawaii in two weeks. We have been on a trip through POL before and were extremely impressed. I can only assume POL assessed several options before making the decision to cut off travel - but it would have been only fair to provide travelers with 30 or 60 day notice so alternative plans could have been made at a reasonable cost (versus $1800 per person per flight and $675 per night hotel). If the hotel chains and airlines already provided the vouchers - and ours was bought in 2007, then why can't they be used? More explanation from POL would help alleviate some of the frustration. Their email states they will do everything to "lessen" the impact - then they should have pre-negotiated rates with the airlines, hotels, etc. to avoid substantial incremental costs people are ensuing while waiting for a refund. Who has that kind of excess cash in these economic times?

RON said...

I was one of the people who was scammed. I had the unfortunate job of telling my friend that the tickets we bought were a hoax.
I don't know if anyone noticed but ebay ended the discussion board on this issue. Paypal won't respond,and the organisation has not responed directly to me at this point. Something should be done so that ebay and paypal offer protection for these type of cases instead of pretending that nothing happened. The media should be talking about it too !!!

Anonymous said...

i was also scammed for 2 tickets to europe leaving on the 17th, 2 days past the cutoff. according to this report:
http://www.vaservice.org/go/news/points_of_light_foundation_releases_2006_annual_report/
it looks like Points of Light has acquired and spent millions of dollars in the 2005 and 2006 so I know damn well that they have money to reimburse us.

Anonymous said...

As one who is also in this mess (and had to make that dreaded phone call to my friends who also purchased) I truely feel your pain.

I happen to live in CA, which has some pretty strict laws concerning travel agents and services. I find that the CA Attorney General will open a criminal investigation upon receiving a consumer complaint. Your various states may be different (Google "your state" travel laws) but this may be a vehicle to increase the pressure on POL to take responsibility for their lack of oversight and clear breach of fiduciary duty.

Good luck to all.

Anonymous said...

I was told through a source that Maria Hermann was re-selling these trips through hotwire and keeping the difference thus changing the hotel rooms at the last minute. This happened to many people. She from what i have heard pocketed the difference. This is a good foundation but they should be honest about what happened.

Anonymous said...

Maria Hermann asked for my credit card number, said she needed it to confirm a reservation, that it would not be used. She also aked for my Marriott Rewards number. We took our trip, they told us we were staying at the Champs Elysee in Paris. At the last minute they switched our hotel. I got home from Paris and had a charge on my credit card for a hotel for the day after we left Paris! Add Credit card fraud to the list. I found the charge the 3rd week of June and reported it immediatly to the card company.

Anonymous said...

I am out on four (4) separate trips (one to St. Thomas, two to Cancun, and one to Marco Island). I submitted my refund requests to POL within hours of receiving the first notice, but no response to date. I submitted claims to PayPal, no response to date. I just realized from reading the posts that I also gave MH my credit card information for booking purposes, so now I need to put a fraud watch on my card. This just sucks, but it sucks even more that I was stupid enough to fall into this trap.

Anonymous said...

Submit a story to consumerist.com hopefully they will pick it up.

Dreanna said...

I am amazed by all of this. I was leaving for Paris on August 22 and am sorely disappointed by what has happened. I had previously purchased and used a trip to Las Vegas and had an absolutely fabulous time. Also, I had purchased two first-class airline tickets and had no difficulties at all, so I was really looking forward to Paris and to taking a trip to St. Thomas that I had also purchased. What a bummer! I too have filled out the form and am eagerly awaiting my refund.

Anonymous said...

This is very sad for me because the company I work for sells these type of packages for our nonprofit clients and it makes the charities a lot of money. All our packages are of course 100% legitimate and we book the travel for each person individually. Now I'm afraid people will not want to buy from us because of this debacle. The fact that this Maria Hermann person would do this to a charity is unfathomable to me. Sad, sad, sad.

Anonymous said...

A lot of you probably don't know this, but PoL has received a significant amount of federal funds in the last several years, tens of millions in fact. Everyone gets screwed!

This is clearly not a well managed entity. If I employed a consultant doing business in my name, I would be damn sure I knew what they were up to. Tell your Congressman to investigate this group! Go to www.house.gov and you will find your congressman's name.

I hope everyone gets their money back.

Anonymous said...

I am in the same boat as all these other frustrated travelers who got scammed. This is definitely a lesson learnt that when it sounds too good to be true there is something fishy about it. After spending several hours talking to eBay and Paypal I have found out that they will not do anything for you. Here are some of the things that you can do to get your money back. Go to www.ic3.gov and file a complaint. If several compliants are filed against the same person or entity FBI opens an investigation into that matter. If it has been less than 45 days since you sent your Paypal payment file a dispute with Paypal.
Also in the future use a credit card to pay your Paypal payments made to eBay sellers. This way if Paypal declines to do anything than your credit card company will fight for you as long as you are within there required time frame to file a dispute.
I hope it helps and good luck.

Anonymous said...

Well, just as frustrated as the rest of you....I Too align my feelings with you in this forum, I also was in much anticipation of a trip I had purchased through E-Bay. POL just happened to be the poorly managed company that hurt us all, but E-Bay and Pay Pal must also accept their due responsibility for allowing such weak businesses to trade in the name of "Legitimate" business partners. Screening process? I say not!!

Furthermore, For POL having such high visibility, high profile as a good community citizen, I am embarrassed! I see names of a past president and other high profile supporters aligned with this shameless organization that feels they can muffle our cries for fair restitution by giving us our money back. You are wrong! You have no shame!!!

I planned my trip as early as possible to allow me the price breaks associated with early planning only to have these ruined. I was to attend the birth of my first Nephew in Spain in Early August only to have my dreams collapsed buy this horrible turn of events. At this point, my refund will NOT cover my airfare, the hotel I reserved nor the activities that I paid in advance...$100 dollars, $200 dollars? I say not! You have taken away my dream trip to re-unite with my family. You have hurt me more than you imagine.

In closing, your poorly managed company with no accountability, nor checks and balances- I do not wish less on you than what Enrons of the world got for their scam.... But perhaps who am I to judge...YOU WILL GET YOUR DUES as you screwed many innocent, hard working people!

Anonymous said...

If you have vouchers in hand, they ARE VALID. This was in response to persons who never got vouchers...erego the fraud.

Anonymous said...

I won 3 trips through this Ebay charity site. Is there a reason no one is holding either Ebay or Mission Fish also liable and as responsible as Points of Light? They were also partners on this. Please Read the link that I have attached here and it seems that this was the responsibility of three different companies who have all made a profit on the auction items the moment payment was made. Paypal claims they will reimburse you up to 45 days after you receive item. When does the 45 days begin however since Many of us have yet to receive anything at all from Points of Light.Because they were running behind Points of Light has yet to assign anything tangible to me so That would mean that Paypal has no right to refuse to protect me or anyone who also received nothing. as long as you contacted Paypal within 45 days of learning that you would not be receiving the thing/s you paid for then you are within your 45 day time limit. Paypal was paid upfront on all of this business as was Ebay. If the goods were not received by their clients why should Paypal and Ebay get to keep their broker fees? Check out this link and you will see the partnership that existed at our expense. missionfish.org/donation/MFSController?ACTION=BrowseAction&SUB_ACTION=GetSearchResult

Anonymous said...

I am also a victim of the Points of Light Foundation Estore. I have filed the claims as instructed and have now waited almost the thirty days indicated, as anyone received any refunds?? gregorybarsanti@comcast,net

Anonymous said...

I have finally received my refund. Seems like it is faster if you have the credit card company fight for you. I had a buddy who had bought 2 trips as well and he received his refund within 2 weeks of filing with his credit card. Good luck to everyone.

Anonymous said...

I had "won" 1 auction and accepted 2nd chance offers on 2 others. I am out several thousand dollars and have received no response from POLF even though I filed my claim on July 9th. Why did other claims get paid and mine did not? Because I paid with Paypal rather than a credit card. Never again.

Anonymous said...

I went to Panama in Febuary thru these guys and the flight was not affirmed and paid for until the day before we were suppose to leave and was purchased with cash at the Washington airport.I knew then I was going to get screwed with the other three trips I "won".Paypal did NOTHING to help.

historymike said...

45 days for us since we filed the claim with Points of Light, and still not a nickel in refund. No one wants to step up to the plate: eBay, PayPal, the credit card company, and even so-called "trip insurance" have avoided helping us out.

Caveat emptor.

Joe M said...

We are with you. We got two tickets for the carribean. So far limited contact from POL, no real updates to speak of and paypal and ebay ducking every step of the way. We are now coming up on the two month mark for our claim and nothing has come out as of yet. I have written my congress person. I am keeping an eye out for a legitimate class action suit.
Hope you were able to make your trip in the end.

Anonymous said...

Has anyone received a refund from POL yet? I was able to get a "partial" refund from Paypal but I still haven't received all of my money. I made my sixth call to the POL "customer service" over a month ago and still haven't received a callback.
As for Maria Hermann, here's an article from a non-profit publication that quotes her as an actual employee, not consultant to POL. She was a Sr. Development Director for POL. That means she was a full-time, fundraiser on staff.

http://www.nptimes.com/instantfund/Aug06/news-082406_1.html

Rosemary said...

I am an attorney and a victim myself just found out about the Points of Light scam. Does anyone have an idea how many are involved? I am contemplating bringing suit if I do not get my refund next week.

historymike said...

My understanding is that the number of victims is about 1200. I've been getting promises for two months of a refund on the two travel packages we purchased, but as of this date we have not seen Nickel One on the $2500 stolen from us.

shelly said...

We bought our trip in March, took our trip to St. Thomas in April and today, 9/13/08 I get a letter from Ritz-Carlton saying that the Points of Light Foundation never sent in the hotel certificates to pay for our room and room fees. They are billing us $2406.00! I am sick to my stomach over this.

Anonymous said...

Had purchased airline tickets to maui. Well we were not informed right away. Yet, I always spoke to a person each time I called. Filled out the form and prayed. Spoke to AAirlines and they verified people are getting refunds. We purchased new tickets at a lower rate. Recieved e-mail 3 days ago check in the mail. Well todays is Fri and the check for the full amount has arrived. Yeah!!! Keep asking and following through. They do keep their promises. Thank You POL foundation

Anonymous said...

If you guys paid with a credit card just refuse to pay and have the CC company sort it out! Duh!!!!

Anonymous said...

Ontario CANADA here and I was also involved in this fiasco with 2 seperate eBay purchases. I was lucky to have received my complete refund in the mail. I am not a patient person but eventually I received the funds, for which I am grateful. Working for a police agency I know that this is not always the case and the victim has to just 'suck up the loss'. I am sure you will receive your refund but I did have all my eBay and Paypal transaction numbers saved which assisted in the refund process. I submitted in late July and cheque rcvd first part of September. Good luck to you all.

Anonymous said...

We received a refund. They sent us this offer and acceptance letter. I got an e-mail from Points of light saying they refunded us in error and they want the money back. We had one of the bait and switch trips and "Maria" promised us $600.00 back if we were unhappy with the accomodations. We worried about getting mugged everytime we walked out of the place we stayed. I have pictures that say 1000 words. We were promised the Champs Elysse Marriott, we had a confirmation number, we contact the hotel and they said"yes" you are confirmed. The day before we left for Paris, we were told our hotel had to be switched! It made for an uneasy trip.

I can't believe they asked for the money back.

Anonymous said...

Just felt compelled to add that you all lost your money but I lost my job over this. I worked for the estore and got a call one day in June that said "Stop Working". So it could have been worse for all of you.

Anonymous said...

So, I didn't know anything about this and called today to book my ticket for two to Australia that I had purchased for $1600 in Feb 2008and received a recording that triggered a fear that this was a scam. I did not receive any emails or read anything about it...Paypal says they can't do anything because it's over 45 days (I had 15 months to book)and I have no idea where to go, can anyone give me info on who to contact ? When booking and paying I read all the feed back and felt confident that POL Foundation was above board and honest. Boy even at 64 years old you can still learn a lesson about humanity. POL should take responsibility.

drfertig said...

I finally got a full rEfund (almost 2k)after contacting POL's VP GeoRge Sullivan at 202-729-8123. it took a couple months and missed a couple promised deadlines, but he got it done. Good luck!

-Dave Fertig

Anonymous said...

It's Not over just because you get George to send you a check. I finally got a check from him a last week and heaved a sigh of relief. Today my bank called me to say the check had been "rejected". Apparently that's not the same thing as insufficient funds....it's likely a completely FAKE CHECK. George's phone number still rings and I left a message, but who knows if he'll ever call me back. I'm now scrambling to borrow money to cover potential overdrafts to my personal account. I'm calling the State Attorney General to see whether they can do anything. Shame on EBAY AND PAYPAL for hanging us all out to dry on this deal. THEY BOTH GOT THEIR SHARE OF WHAT WE PAID.

Anonymous said...

I too suffered from this issue but was fortunate to get the money back that I paid for the tickets. The problem was I paid 3,000 for 4 tickets to Europe from the East Coast as part of the winning bid but when the do-do hit the fan 5 DAYS BEFORE A 17 DAY TRIP with prepaid hotels, car, tours, I had to purchase 4 tickets from the airline that cost $5,200. Nice of POL to refund what the payment was but REAL companies ensure the buyer has no loss instead of the hollow "we feel your pain" explanation. I hope you are all at least as fortunate as I and get back at least what you paid. I wish there was a Class Action that could be levied against them! POL is responsible regardless if it is a 3rd party or not.

Anonymous said...

We went on our trip to Italy in June. I know you all do not want to hear how amazing of a trip we had...but it was our 1st in 8 years. Before leaving the States we called everyday for the vouchers. WE were told that we did not need to worry about the vouchers or the tickets not being mailed to us. My husband could not sleep the night before we were departing for our wonderful trip to Italy thinking something was not right. Well we were on our way and off to Italy. Wow!!! Could not believe that we got such a deal!! Arrived in Italy and off to the Marriott Flora. After checking into the hotel they asked us for our vouchers. Well, I say they should have mailed them to you by now. WELL Madam we do not have them. We have never heard of POL. My husband nearly had a heart attack right there. They were going to wait till the morning and then we needed to give them a credit card. I called and emailed Maria and Savanna until they called the hotel to let them know the vouchers were on the way. WE were so thankful that it was finally taken care of or we would have had to pay 4500 for just the hotel. It was very stressful the first couple of days of our trip. Not a way to start a vacation you haven't had in 8 years. When we came home is when we heard what had happened to everyone else. It is disgusting what Maria has done to everyone. It could have been us as well!!

Quillan said...

Paypal claim that they only hold their limited account user monies for 6 months to make sure that all payments are cleared from fraudulant activities. http://www.infyecommercesolution.com/

DawnD said...

Oh, yes, my daughter and I were two of the LAST people to take a legitimate trip from these people after winning it on ebay last year. I bid only $2100.00 for SIX nights at a five star hotel (including roundtrip airfare for two) to Paris, France. Well, once I researched this hotel - I found that the rooms averaged $600.00 a night! Therefore I KNEW this trip was too good to be true, but at that time - positive ratings still existed on ebay about Points of Light and their subsidiary, MissionFish. Well, we had 15 months to use the trip and I won it in early April 08. My daughter and I decided to travel the first week of June. Everything seemed to go fine on-line w/Savannah Briscoe - the travel rep until the LAST minute of our trip. Savannah gave me the name of the hotel we'd be staying at on the Champs Elysses so I called the hotel two weeks before our trip only to learn that we weren't registered as upcoming guests. I fired off an angry e-mail to Points of Light/ebay only to have Savannah write back and tell me, "Oops! I gave you the wrong hotel info!". Then I - once again - contacted the hotel she claimed to have meant to direct us to. Same story from the hotel - "We don't know who you are and don't have you listed as an upcoming guest". Points of Light/estore counted on the fact that most travelers didn't know much about the logistics of the cities they were preparing to travel to abroad. So, when Savannah wrote to me once again saying, "I meant that you were really staying at the Hotel Royal around the corner from the Champes Elysses near Notre Dame" I KNEW something was wrong because the Champes Elysses is no where NEAR Notre Dame!" Our departure date was now only days ahead of us and I had at least confirmed airfare reservations w/the airlines. I just had to square things away with these idiots at the ebay travel site. I finally wrote a scathing letter and cc'd: Dateline NBC and the Points of Light Corporate office in Washington, D.C. telling Savannah that if we did not receive confirmation FROM the hotel we were staying at within 24 hrs. that the Points of Light officials would be hearing from my attorney AND the NBC network very shortly to expose this crime they were attempting to perpitrate. Boy, did THAT get results!!! I received a FRANTIC/URGENT e-mail immediately from Savannah saying she wanted to "talk" to me and that she would upgrade me to a hotel of my CHOICE anywhere in Paris if I would just contact her immediately. Needless to say, we ended up having a delightful trip to Paris with no more glitches. However, I knew it was my perserverence and rage fueled threats that caused things to finally fall into place for my daughter and I. I bluffed in one of my e-mails to Savannah (when she first claimed we'd be staying at the Regency Hotel on Champes Elysses) saying that the Hotel Manager of the Regency Hotel in Paris would be awaiting a visit from me along with copies of my state side e-mails from points of light so that he could, personally, read how their hotel was being misrepresented as having us as upcoming guests of theirs and that his attorney's would be getting involved in this internationally fraudulent matter also. I erroneously appeared to cc the Regency Hotel, also. I believe it was these actions on my part that finally enabled my daughter and I to go to Paris with all of the originally stated amenities intact. Once we returned to the states, however, I read on-line that Points of Light had finally shut this scam down and was prosecuting the people involved (i.e. the store reps). I felt so sorry for all the people whom I knew were being skrewed out of their prize packages since - like my daughter and I - people had up to 15 months to take their trips so many people who won earlier in the year were going to be in for the shock of a lifetime when they contacted Points of Light later on wanting to make good on their trip.

Sometimes being creative and fighting fire with fire can help to resolve an issue but a person shouldn't have to be up against a criminal mentality in the first place. Two wrongs don't often make a right..

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Anonymous said...

Has anyone heard whether Maria Herrmann has been charged or anything for this apparent crime? I check on-line all the time and have found nothing about an arrest or charges.

a_m_g said...

Curious if anyone has seen an update about whether Maria Herrmann was "caught" for her hideous behaviour? I was lucky -- got to enjoy two trips. One was exactly as described (vouchers delivered before the trip) the other one was difficult (lots of screwed up reservations and tons of transatlantic phone calls to get things made right) and that was less pleasant. However, I believe it was really the criminal behaviour of Maria & Savannah and wish PofL had found them out early enough to protect themselves and their customers. So -- anyone seen anything on Maria in the last two years???

Anonymous said...

My wife and I made over ten trips with POL. Coordinating the hotel and plane reservations was a chore with Maria, but it mostly got done. We had nice trips to Hawaii, Paris, St. Thomas (twice), Montreal, and Washington where I actually met Maria at the new POL offices. We also purchased over ten trips that we did not have a chance to use. We did get refunded the purchase price of these from POL. My biggest regret was that we did not find Maria three years earlier. Yes, the hotel vouchers not arriving until the last day of our stay did cause anxiety, but it all worked out. Whatever happened to Maria?

Anonymous said...

I am so sorry to see all this went wrong for so many. We had a wonderful trip. Maria was wonderful and helpful and I wish it had all gone as well for all of you so that this could have continued. maybe in time it will be fixed and resume. I have no complaints...and wish it had worked for everyone. Cheryl D. NY

Anonymous said...

I am SHOCKED to hear these stories! I was an intern one summer for POL and assisted Maria in running the eBay store. I was tasked with photographing items, posting them, accepting payment, leaving comments and mailing the items out. I only stumbled across this story as I was searching for her info on LinkedIn, etc.

I know that many of you out there were taken advantage of and some of these stories are heartbreaking. Travel vouchers were only a part of the items that were available for sale. Many times we received TONS of products from companies that couldn't offload them on clearance (I clearly remember cases and cases of Spongebob Squarepants Birthday Goodie Bags).

Never did I ever think this was a fraudulent scam and I feel awful to hear this great concept (the eBay store) had to end in such a disgraceful way.

I even backpacked through Europe - using the airfare voucher for my flight - so I'm really shocked. Has anyone ever found out what the final conclusion was? Having worked for Maria, I find it really hard to believe that she was packeting the money...

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