Karter Arm
map-marker Williams, Arizona

To cancel a vacation

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We werent sure if we had had a trip to Rome scheduled or not, and our advisor was very helpful!! By the way, we are NOT pissed customers!!! Happy
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User's recommendation: We Love Insight Vacations!!!

Mahbub Z

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Verified Reviewer

Information

Waited 30 minutes for someone to answer the phone. Finally hung up. Your company needs to hire more people to provide customer service.
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User's recommendation: Do not call

Karen M Pds

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Verified Reviewer
| map-marker New York, New York

Deserted in Jasper, Alberta, Canada with Covid--

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Here's much of my letter of Insight. I sent it to the Tour Director and the CEO almost 2 months ago and have never had any response.

I am sharing this info with the hopes that Insight will understand from the customer's point of view what it is like to have to leave a trip from a remote town with someone who is sick with COVID. If you're going to have a Wellbeing Director, that person should be able to do more than take a COVID test and take your temperature.I could do that!! There was talk the first evening at dinner of helping to 'off-load' us in such situations. That's not accurate.

Maybe off-load us to Insight's legal specifications, but not in a kind, helpful way. Here's an outline of some of what transpired on Tues. and Weds--my head is still spinning to remember all of the nightmare.

Once we knew we were to depart, we called AON insurance, policy supplied/bought through Insight. Spent 45 minutes on phone getting and giving some info, but they do NOT help with hotels and flights.

They transferred me to another part of the company called Carefree Travel Assistance, but they just opened a case file.

Why they are

called travel assistance, I do not know since they do not help with any travel arrangements.

Above took approximately 90 minutes..

The hotel gave us late checkout until only 1:30 without flexibility. The Chateau Jasper wouldn't let us check in till 4:00. And the Chateau Jasper could

only take us for one night. Maybe when I learned this piece of info, I began to feel abandoned and stranded.

And furious. And what if we did have to quarantine for several days. I guess we'd have to assert our squatter's rights and not budge from the hotel? Not your problem?

I could have searched for another hotel to stay in Jasper for a few days, but we decided to try to head home.

We had to determine flights for each of us in the midst of all of the Airline cancellations, summer travel, etc. Which airport?

How do we get there? Well, it turns out that the airport transportation for $99 you gave us contact info for doesn't exist, at least not at the number

you supplied. We tried every local option we could find including, Brewster Express (no service from Jasper, only to Jasper), no Uber, no airport shuttle or anything like it since none leave early enough in the morning to be useful for getting to the airport on time.

In my responsibilities as a PR Director managing travel arrangements for thousands of authors for many years, I have vast experience at this, but this was excruciating. I am not exaggering when I say that it took me 90 minutes with insurance and then 4 hours to rebook flights while Lynn tried to find transportation to Edmonton which was 4 hours away.

I will spare you the report about multiple flight changes and airport nightmares on Wednesday but it's all part of the picture. Lynn left at 5am and finally got to Denver at 8pm MST. I left at 9:00am and got home at 10:30p EST.

Insight should absolutely not drop the ball in situations like this.

They should offer some help. I realize your group and bus had to leave for the day. Then a specialist from Insight should have stepped in. I know you thought giving us 2 phone numbers, our insurance policy number and the change in hotels would set us on the right track, but I'm sorry that it didn't happen and it was an incomplete process.

This was one of the most horrible travel nightmares I've encountered.

If Insight is going to have a Wellbeing Director, why couldn't she stay behind to help?

Why doesn't Insight have a system which immediately sets in motion either an agent to help or send a private car to get us out of this remote area of the country.

Sign a release--hah! It was a shameful, painful situation. What would they do if someone was totally incapacitated in Jasper and the group had to leave? Do a medical evacuation?

Would the bus have left still?

And I'd like to reiterate my frustration and disbelief at their phone system to have people stay on hold for more than an hour when they have to make contact!!!

This is a service business and one should expect some service. I'll give then the benefit of the doubt during Covid, getting back to business, and shortage of staff.

View full review
Loss:
$5000
Pros:
  • Good accommodations
  • Large choice of vacations
  • Good value
Cons:
  • Well being director is a waste

Preferred solution: Apology

User's recommendation: don't expect help from customer service as you'll be on hold on the phone for over an hour

Janet P Huw

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Verified Reviewer

DO NOT BOOK WITH INSIGHT! Cancelled our tour & would not credit us for the travel insurance package we bought

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Insight vacations cancelled the tour that we paid in full. They said they will not credit us for the cost of the travel insurance that we bought with them. This was not a small amount but $788.40!!! DO NOT BOOK WITH INSIGHT!!
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Loss:
$788

Preferred solution: Full refund

User's recommendation: DO NOT BOOK WITH INSIGHT!

Terry T Noj
map-marker Delray Beach, Florida

On hold for over one hour, never got a life person to talk uto

Not good customer service, never got to talk to someone about a trip I would like to take to Rio Buenos Aires, Igrassa falls, etc this coming February or March. Had questions about some of the sites they take us to, is it a small group, is it very strenuous, is it a senior tour. And do they have a similar tour that goes to Santiago Chile, then igrassa falls, etc
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Cons:
  • Nobody answered phone

Preferred solution: Get back to me to book a tour

Alisa B Uon

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Reno, Nevada

Have not actually gone on a trip with them

Insight Vacations - Have not actually gone on a trip with them

We picked Insight because of the supposed better hotels, better locations, better food and more space on the coach. We have not gone on the trip yet but what a nightmare getting information!!!

Never book through them or on their website - go through a travel consultant. At least, they can then spend the hours on the phone waiting for an answer. If only Insights website allowed you to manage your reservation - like updating flight info or arranging for pickup at the airport.

I've sent 2 forms and an email - no response, so now on hold for the 3rd or 4th time trying to get information. Go through a travel agent - let them deal with insight and get the information you need

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Preferred solution: I would like them to buy an call director that will call you back if there is over an hour wait - I would like an updated web sight that allows you to truly manage your booking - the only thing you can do now is make a payment. Awful

User's recommendation: Use a travel agent do not go through them directly

Anonymous
map-marker Sydney, New South Wales

I’m unable to contact Insight Vacations vie phone or Email

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Ive paid for a holiday in full with no information on its details and have been trying for a week to get a response. I would hate to be stuck somewhere waiting for them to get back to me .
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Anonymous
map-marker Havelock, North Carolina

Book travel

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unable to book travel online. On hold for 7 hours over 2 days. Cut off twice. When finally reached customer service, they were able to book me immediately. They are working on attaching my reservation to my friends. We did not together. Past client discount will be applied.
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User's recommendation: Call early. There will be a wait.

Anonymous
map-marker Bedford, New Hampshire

Appallingly long waits. 2-3 hours in unacceptable.

Phone wait times.tried Sunday and realized that may be reason for long waits. Trying again, late Tuesday afternoon and told wait times due to Covid, are 2-3 hours. Travelled with Tauck and their organization is so much more responsive with much better website and phone customer service.
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Anonymous
map-marker Columbus, Ohio

Waited over an hour to talk to someone who could assist me.

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We requested an extension of our travel voucher as it was the only reimbursement we received from a scheduled European trip that was to be taken during the height of the covid epidemic. Due to our age, we were given medical exemption letters which we submitted when we canceled our tour. The letters had no effect. Even with travel insurance the vouchers were the only partial reimbursement that we were given, having lost the remaining monies for the tour. Thus, the vouchers are important to us. We were able to receive a one year extension though we requested a two year extension.
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User's recommendation: Put your phone on speaker until someone answers. Travel insurance didn’t help us.

Babs S

Would not honor posted price on website

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09-02-21 Insight's website showed Undiscovered Ireland for 05-18 to 05-30-22, Definite Departure, 30% off, price of $2,835 pp. 09-3-21 Insight told my travel agnt they did not show 30% off that trip date, nor did they show that price. I took picture of the posted reduced price yesterday. Sent pic to travel agent, to prove they offered it, plus today their website still advertised "from $2,835 pp", but the same trip now showed a much higher price. Insight refused to honor their posted price from yesterday, even with my pics to prove it. They made a mistake and refused to give us the tour for their own advertised price. They should have admitted their error and given us the price posted on their own website. WE didn't ask for anything special. THEY are the ones who offered that price and we wanted it. So disappointing, as we've taken 11 trips with them and have not had this type of problem, ever. Makes us wonder if management has changed and they are not as reputable as they used to be. ? changed
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Preferred solution: Apology

User's recommendation: Take screen shot/picture of advertised price before you book.

Joseph A Xma

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Verified Reviewer

Held money by insight for canceled trip

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Booked and paid for a tour of cowboy country with insight that was to Take Pl. in July of 2020. I paid in full for this trip, not through AAA or a travel agent but gave money directly to the company. The trip was canceled and I was told I wasn't eligible for a refund but could apply it to a future trip. I found the same trip with another company that did go on the trip I wanted but had to pay them to out of my own pocket. I've asked repeatedly for a refund of my money for a canceled trip paid directly to the company and have been installed. To this date and am told that he could take up 250 days to get a refund now because of COVID. How a company with business practices like this is allowed to operate is beyond me? Never again with them. JA
View full review
Loss:
$4431
Pros:
  • Good at stalling
Cons:
  • Yes they are

Preferred solution: Full refund

User's recommendation: Do not use them or give them any money.

MARY B Wip

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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Verified Reviewer

Refund

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Insight Vacations - Refund
Insight Vacations - Refund - Image 2
Insight Vacations - Refund - Image 3
Insight Vacations - Refund - Image 4
Updated by user May 24, 2020

Again, NO HELP here. We paid for the vacation and as far as they are concerned to bad what happened.

they are NOT going to HELP us other than offering us and discount on further travel with them. Well that is not going to happen as we will use someone else next time,...

Original review Apr 22, 2020
My wife and I booked the "Splendors of Egypt" from March 10th to March 21st.
We had to cut our vacation short because the Cairo airport was being closed. We had to book and emergency flight back to the United States @ a cost of $3,000.00
because of this we lost 6 days for the trip, 3 days 2 nights at hotel in Frankfurt Germany, Flight from Cairo to Frankfurt and flight from Frankfurt to Tampa, Florida.
We contacted Insight Vacations about a cash refund, but was told they will not issue a cash refund only a voucher for future travel.
We explained to them that due to health concerns that we would not be taking any future trips.
They still refused to give us a cash refund after contacting the 3 times.
A copy of one of our emails to them can be seen below.
Hello, received your answer to our request for a refund on our Egypt trip in March, you stated there would be no refund, just a future credit on another trip.
However, I have severe crippling Rheumatoid Arthritis & Osteoarthritis, that's the only reason we went to Egypt in the 1st place, before I can't walk anymore.

There will No more trips for us.

Especially out of country. I am seventy five years old & can hardly move, I would be glad to have my RA doctor write a letter explaining this problem & would appreciate a refund at this time.
Thank You, Mary Bruning
View full review
Loss:
$3000
Pros:
  • Knowledgable tour director
  • Tour guide
Cons:
  • Refund for loss

Preferred solution: Price reduction

User's recommendation: Unfair

2 comments
Guest

I wanted to book a tour for which there were several available dates. Two of those dates were "guaranteed departures;" however, those two dates were not convenient for me.

A couple of years sgo I did have a trip cancelled due to lack of sufficient interest. The agent with whom I spoke refused to tell me whether my preferred departure date any people already signed up, stating it was company policy not to do so. I did not think this was an inappropriate question. I did not want to know who they were.

I only wanted some additional information to judge whether or not the trip was likely to go forward. I think this is a ridiculous policy and can not see how it benefits Insight in any way.

Guest
reply icon Replying to comment of Guest-2166155

We also had this happen. Guess they don't want you to know so you won't cancel?

There service is just terrible.

3 hour wait on line right now. I

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Nov 6, 2020

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Mary Branum is a vacation rental expert, owner of Galveston Island and President of STROAG.

Paul F Rkm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Company has cheated me out of money

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My wife and I were scheduled to do a tour of Egypt followed by a tour of Israel starting March 20th. The weekend prior was filled with news of the coronavirus. I called Insight Monday morning the 13th to discuss whether the trip was going on. The young man I spoke to barely knew anything about the virus but he checked and said the trip was on. I called my travel agent and they promised to look into it. By Wednesday the 15th Israel had closed its borders so Insight had no choice but to cancel the trip. Although at the time they told my travel agent I would receive a refund more than 3 months later it has never come. My travel agent has spoken to supervisors and managers at Insight who have promised that they have personally signed off on the refund but that was weeks ago and still nothing. Given my wife and I are both 68 perhaps they are hoping we catch the virus and die so they don't have to refund the money. Incredibly in spite of reports of breakouts of the virus throughout Egypt that trip was still on. I told my travel agent I would not go and subject ourselves to the possibility of catching the virus and getting quarantined in a country like Egypt. If we would have gone we would have either been in the air somewhere between Los Angeles and Cairo or actually in Cairo when Insight finally "suspended" the trip sometime on Sunday the 19th. As opposed to the cancellation of the trip to Israel and at least the broken promise of a refund Insight is calling the Egypt portion a suspension of the trip even though it never started. No one at the company can provide any cohesive explanation as to the difference betwen the two. So I will supposedly receive a " credit" for the Egyptian portion to be used at a future time. Needless to say after Insight's callous disregard for our safety in trying to do a trip that would have exposed its customers to a deadly virus and getting stranded in a country thousands of miles from home I have no desire to have any further dealing With this company. Added to that is their absolutely dreadful performance in getting the refund to us for the portion of the trip they said would be refunded. I didn't know whether to laugh or cry when I received an email from Insight several weeks ago talking about we are all family and how much they cared about their customers. What BS!!! If I had a family like them I would have killed myself years ago. Do yourself a favor and NEVER, EVER travel with this company. My brother had a trip scheduled with Viking that was cancelled and without prompting Viking offered a full refund or a credit for what he had paid plus 25% extra. Now there iNEVs a company that cares about its customers. My email address is pfarber@***.com. Feel free to contact me to verify everything I am saying.
View full review
Loss:
$13

Preferred solution: Full refund

User's recommendation: NEVER use this company. Their service is horrible!!

1 comment
Jaymi Ksx

Feel your pain. Insight has assured us that we wld be getting a refund also and that it has prossesed( that was weeks ago as well) and nothing yet. Love your comments abt insight treating you as family-- we're 68+years old and waiting for the virus to get us too--- win win for Insight

Anonymous
map-marker Moorpark, California

Follow up to my prior review

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Finally received my refund for the Isreali portion of my trip , 3 and 1/2 months after the fact. I now have to figure out how to get a refund for the Egyptian portion of the trip that dwas supposed to take place the week prior. Why one trip is considered cancelled and the other "suspended" no one can answer. And of course Insight's website only gives you a form to fill out because they're so busy dealing with issues. But if you want to schedule a new trip ,no problem, they're available.
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User's recommendation: Don't use this company!

Evelyn T Kmq

Not accomodating to Handicap People

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Updated by user Sep 13, 2019

TIPS for hearing people to communicate with deaf people. Advice is to speak normally and clearly, make good eye contact, and above all, relax and be patient.

Insights needs to more with people with disabilities. Insight needs to gets disabilities procedures in place...

Original review Aug 14, 2019
The trip was way beyond my expectations. After many, many, years of travel, as a former airline employee this trip was superb, breathtaking to say the least.

HOWEVER, 20 days on a bus was a bit much sitting on bus . With most of the bus sleeping during the duration of 9 hrs or longer for a week. Tour guide was very unaccomodating to people with disabilities. I am hard of hearing had lots of mishaps and unexplained coincidences as well as lots of miscommunications.

Missed shuttle bus with another couple as flight came in early. Had to get our own transit as bus and Tour guide wasn't there on time for our arrival. I've felt I was being picked upon do to my disabilities and had been humiliated and harassed during the tour. It was more then just unexplained coincidences I was being harassed and was a burden to everyone on the bus.
I now have extreme sensitivity in my hearing and some distortion as well.

Even my own voice is now distortion which I'm not accustom to hearing. This was sound-induced from the Vox box which tour director hooked up to her bus mircophone (July 8-9) and when I had my husband reach out to my travel agent to come home as I felt like a burden to everyone on the bus. Only to be told to stay. Then tour director upped the sound on the microphone on the bus while I was sitting in the front seat (July 13).

Which I'm still trying figure out why after I found the "Live Transcibe" app (July 11) where I could decifer speech to text is totally mind boggling to me. That evening I couldn't not make out any conversations at all with anyone at the dinner table as everything was distorted and muffled. With the ringing blare of fire whistles in both ears which kept me from sleeping that evening and had a major headache with my head pounding. Which, while in Alta I took a free day to rest my head the next day and went out on my own.
Unexplained Coincidences: Day 17, told told Tour Guide about both ears and her mircoohone being to loud.

Today mircophone was back to normal and no wifi was turned on so couldnt use my app to read from speech to text
It's extremely exhausting being HOH but now with this huge loss it's a major set back for me in socializing, with friends, and family.
I went from 60 to 80 decimals in my left ear. Down to 90 % in right ear in. Even after all the remapping the sounds are no longer the same as I heard before. Everything is now disorted and muffled no matter how they try to remap my hearing aids.

The sounds and hearing are forever lost. This is a huge major set-back for me.
Insight tours need to help people with disabilites unfortunately for me I walked away more loss then being helped. As Tour director couldn't be bothered. Evrn asked if she could give me times to board up on bus or an outline of tours.

Tour director response read your brochure and I don't have the exact times until we arrive.
It didn't just end with the torture of the blaring tinnitus as the micophones being turned up loud and/or lowered when in back of bus (couldn't tell). Microphones incidents happened after I had reached out to my travel agent saying I'd like to go home. BUT the way I was treated on the tour was totally unacceptable.
Missed dinner one night as I wasn't aware what time we were meeting up. Therefore, did my laundry that evening.
Another time, Tour guide led me to believe dinner was either reindeer or fish, told her I'd have salad, only to be told there's is no salad's.

Reindeer dinner comes with pototoes, that's it!" Tour guide said, "you'll eat reindeer, it's meat! When at dinner I asked Tour Guide was this the Reindeer Meat, she said, "no, no, no it's not!"
Unexplained Coincidences: had people on the bus who lead me to believe we're going to freeze up in the arctic circle. One women brought a jacket and people said, for me to buy one and took to me the store but was closed. They literally had me scrambling around looking for a last minute and happen to find a fleece sweatshirt which I never even wore during the entire trip.

As my green coat was more then enough for days in arctic, circle and even rainy days.
The same two people while on bus complained they were cold and pulled out their gloves while sitting on bus. Bus was comfortable and not cold. Head games??? Guess that was their way to see if they could get me to buying gloves and have a few more laughs on me.

Haven't a clue. Needless, to say I didn't fall for it after the jacket incident. I call it being harrased and humilated.
Unexplained Coincidences: another time while sitting in back of bus which I couldn't hear. I believe it to be either my hearing loss while I endured on the trip, or the mirophone was possibly lowered.

When Tour guide had called out to me on the bus. I never answered her when she called to me as I never even heard it. Later on, when Tour guide approached me and told me she had called out to me but the people on the bus told her I was sleeping. That was not the case at all.

I never her call my name. Until the women in front of me told me Tour guide just called you out but didn't say what for. That was not the case at all. Maybe she was just testing her mircophone as I was unable to hear in the back of the bus.

Felt like I really didn't belong on this tour as I was being looked down upon from everyone on the tour.
Even passengers came up to me asked me haven't you ever been on a tour before? Then another time at dinner during conversation a women asks were you always a blonde? People telling me I shouldn't be travelling alone.
By this time I was a burden to everyone on the bus and found myself travelling aboard and for first time while travelling in a very challenging situation in which I didn't know how to handle.
Yes, I totally understand it's a challenge with hearing loss, I totally understand there are times where I don't hear correctly and miss what's being said. It's was a huge challenge at dinner when everyone at the table is all talking at once.

I have no clue what's being said. I only hear every 5th word and have to piece the sentences together That's how we hear. Not to mention trying to get accustomed to all the different accents. But I did seek other options with an APP and shortly after when sitting in front with mircophone turned up high is where I took the huge loss of hearing.

That's clearing showed she didn't care. Tour guide knew I could also read lips as well as having the app from speech to text. Why in the world???
Unexplained Coincidences: While in little hammer we departed bus and everyone took off while I was taking picture of the statue of the skier, they all went to the right while I went left. Had no idea where they were.

She quoted on the bus that the statue a was land mark.
Yes, there's plenty more stories as the lists goes on and on. It clearing showed nobody wanted me to be around.
Insight needs to do more with people with disabilities.

As I wasn't getting the respect I deserved all I got was humiliated and harassed.
That being said, I would not be joining any future trips until there are other means in place for the disability to enjoy. I've already found other means for future travel which are in place where I treated with respect and not singled out by the entire bus.
Happy Travels!!
View full review
Loss:
$8
Pros:
  • Ferry boat on silnorway
  • Arctic circle
  • Copenhagen
Cons:
  • Was told no ice cream on bus but fine for others to eat food
  • Long bus ride over nine hours 9 hrs for week
  • Lack of communication
Reason of review:
Tour director and being singled out by entire bus not accomodating to people with disabilities.

Preferred solution: Full refund

1 comment
Guest

First off address me by my first name and not 'ShrillAffenpinscher " Really??? Ever here of the word "RESPECT"?

Look it up in the dictionary you can learn something. You expect me to come back as a customer? No way will that be happening! Rest assure on my blog of 8000 people (travel blog) that I will be writing about your tour company and as well how you addressed me by name.

You address your customers with nicknames? No class!!! Truly shows how you as a company operates. Status of Insight: NOTHING!

Never got back to me.

Wouldn't have expected anything more from your company. Have a good day!

About

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Summary

Insight Vacations is the travel agency of a high service level. Its main office headquarters in Rye, NY. Insight vacations offers customers the following directions to travel: Western Europe, eastern Europe, central Europe, Alps, Dalmatia, The Balkans, Russia, The Baltic States, Scandinavia & Iceland, Near East, Alaska, Canada, Eastern USA, Western USA, Mexico, India. Insight Vacations guarantees smaller group sizes, fewer guests, authentic dining experiences and thus more personalized service.

Insight Vacations reviews and complaints

Insight Vacations is ranked 84 out of 1009 in Travel Agencies category

Payment Methods

American Express

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