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London Connection going out of business

I got an email this morning announcing that London Connections has filed an Article of Dissolution due to the Covid crisis. I had put down a significant deposit for an apartment for end of September. I guess I'll be on the phone this morning with my cc company to figure out next steps. I'll report back in case my info is helpful to anyone else.

Posted by
9382 posts

Me too, Allan. Very sad for them and for us as we have stayed with LC many times. I will wait for whatever refund Thomas can send out in May. I expect he will handle this in an honorable and legal manner.

Posted by
891 posts

Laurel, I've only used London Connection once and thought the service was outstanding, but I've got nothing else to base the company's integrity on, so I hope you're right. I tried to call my bank this morning regarding the deposit paid on my credit card but the lines are jammed and so I'm not hopeful of finding any information that way anytime soon. I did investigate my cc insurance and learned I'm not covered for loss of deposit. Interesting though, if I had been in London when this happened and unable to get into the apartment, then my trip interruption insurance would kick in and I'd be fully covered. So I'm not covered for the $1500 loss, but I would have been covered for the $3000 loss plus expenses.

Posted by
49 posts

Allan, you may be able to put the charge in dispute by logging in to your credit card account on the Web or in the issuer's mobile app. I can do this with Citi here in the US, for example, though not with my credit unions. Card issuers in Canada tend to have less sophisticated online offerings, but it's worth checking in case it lets you move faster and avoid waiting on hold for ages. Either way, good luck!

Posted by
14 posts

Hi Allan,

Right there with you, in the same boat.....we also put down a significant deposit with London Connection for a late-July trip. Was thinking about cancelling soon anyway, but now of course we're worried we're out of luck on receiving any return of our deposit.

Any luck with your credit card company?

Thanks!

Posted by
891 posts

Kris, I haven't been able to get through on the phone for the last 2 days. I figure I'll just wait until end of month when London Connection has promised refunds if possible. Thankfully it's a dissolution instead of a bankruptcy so it will be faster. I'm no expert but I was reading that companies often choose to dissolve at a point when they anticipate being able to pay creditors in full. So I choose to remain optimistic.

Posted by
274 posts

We also have a deposit on an August stay with LC. I was so sad to hear the news of their dissolution. I knew we weren't going on this vacation (was waiting to cancel until later), but figured we would just postpone all the reservations until a time when it's safe to travel again. But having LC go out of business is a hard reminder that things won't all be the same in the future -- many, many companies will be gone and travel will be different with maybe fewer opportunities available.

In any case, I am going to wait until the end of the month and see if I receive some or all of our deposit. Once I have that, I can make a decision to follow up with my credit card company or travel insurance (if dissolution is even covered; I haven't checked yet).

Posted by
14 posts

Thanks for your replies, Allan & DebVT!

Tried calling my CC company and couldn't get past the automated system to speak with a person. So I'll join you in hoping that we may get something back in May.....fingers crossed!

PS---Our travel insurance policy does not cover financial insolvency :(

Posted by
70 posts

@ Allan

It seems that the owners of this business are domicile in North America. Likely they have filed to protect their assets. You are all now probably classified as creditors along with the suppliers of goods and services in UK and the place of company registration. You need to seek legal advice about this and your relationship with your credit card provider. Legislation setting out rights and obligations are different to mine. This is not advice, but I suspect your c/c provider is unlikely to refund monies.

My QC friend suggests that the company is probably a shell company that may be traced to a tax haven like the Caymans. Could be looking to cash in on the USA bailout legislation.

On a positive note your federal government under Trudeau, is doing a competent job so far. My personal view is that both our countries because of our similar political and legal systems and largely mining based export economy, will survive and recover steadily.

Regards
Ron

Posted by
891 posts

An Update. After days of calling my bank and being on hold for hours on end I finally got through to RBC's Mastercard Disputes Centre. They've reversed the charges, but warned me that due to volume I may not see it back on my credit card for a few weeks. In the meantime, London Connection has 10 weeks to dispute it.

Some advice, Don't delete anything and also document a call or send an email to London Connection to show a path that you tried to make contact and come to a resolution. I was asked to send a copy of the email I had received from London Connection and they asked me questions about the confirmations I received when I booked, and also dates and how I tried to contact London Connection after receiving the message. I'm also a Canadian with Canadian banking and credit cards and so I have no idea if the laws are any different up here as compared to the US when it comes to making a claim like this.

Posted by
234 posts

So disappointed for them and all of us who stay with them. We used them to book a lovely apartment in Mayfair last summer that they had recently acquired. I couldn't decide between two apartments/neighborhoods and the owner himself spoke with me to help me decide. I hope they see better days in the future.

Posted by
1094 posts

Just a shout out to Ron in Hobart -- Your marvelous town is one of our favorite places, no, maybe our favorite small town, of all of those we've visited worldwide. We hope to get back there again someday.

Regards,

George

Posted by
891 posts

CaliMom; our apartment was also going to be in Mayfair. What did you think of the area in terms of ease of access to the Tube, restaurant choices in the evening and just general wandering about in the evening?

Hello,

We’ve also booked an apartment for the entire month of July owned by London Connection through the VRBO/Homeaway website. I did purchase trip cancellation insurance but the rules are iffy. If it wasn’t for this forum I would never have known the status of this company, my reservation or my money. Thank you all so much! I have not been contacted by anyone at London Connection and cannot reach any of the reps I was working with. I did send a WhatsApp that has been delivered and read but she hasn’t responded. We’re about to contact VRBO and our CC company to resolve this on our own.

I really appreciate everyone who posted on here. Thank you.

Posted by
70 posts

@ George Sat 11.30am

A pleasant surprise to wake up and receive your shoutout. Shout out back to you, George. A bloody long way to shout!

Thank you for your nice words.

Hobart is doing all right so far. Indications from national government is that Australia’s boarders are likely to be closed till well into next year. So, I am staying here, NZ may open for us.

I hope you can get back. Any time you come back it would be my pleasure to advise on sites etc and buy you a couple of beers. Offer extends to anyone on this forum.

Many thanks. Ron

Posted by
891 posts

We’ve also booked an apartment for the entire month of July owned by
London Connection through the VRBO/Homeaway website. If it wasn’t for
this forum I would never have known the status of this company, my
reservation or my money.

Lisa, that's worrying if we can't trust companies like VRBO or AirBnB to make contact and advise. Please keep us informed how it goes.

I booked directly with London Connection and received an email about the dissolution, how did everybody else book that received an email?

Posted by
274 posts

I booked directly with LC and received an email. Still waiting on a refund; the email said a check would be cut by May 1 if I’m getting one, so a couple weeks to go. Fingers crossed.

Posted by
4 posts

Hello all- just wanted to chime in with my me too story. I booked a flat in Mayfair with London Connection last summer. My husband and I reserved for end of June 2020 for one week. I have never been to England or out of the country, I have been planning this trip for over a year! I had gotten an email from London Connection in early March touting their cancel for any reason free trip insurance for new reservations. I should've seen the writing on the wall at this point. I called them to feel them out and ask how everything was going. I asked what the penalties were for cancelling now- money back minus one night. We were due to pay the remainder of our balance by April 30(850.00). I told them I'd make a decision in about a month, but then their articles of dissolution email came in on April 2. What a punch to the gut that was. Out of all the scenarios I'd imagined, I hadn't prepared for that one. I guess it's just a waiting game now. I did try emailing them several days ago for a status update but no response. My husband said it's too late to dispute with our credit card company. I've never had to do this before, so I don't know. Good luck to all of us!

Shelley

Posted by
891 posts

My husband said it's too late to dispute with our credit card company.

Did he call and ask or just assume the fine print? The fine print on my credit card said I couldn't dispute after 45 days from purchase, but when I called I was told that the 45 day limit wouldn't apply to circumstances like this.

Posted by
4 posts

Allan- sorry can't figure out how to reply to your previous post. We haven't tried calling the credit card company yet because we were waiting on possible refund from London Connection. I was under the impression we couldn't contact them until May 1st? I didn't know there was a limited time frame for disputing a charge, we booked the flat in August 2019. What a nightmare this is! Next up is canceling our airfare from United. Our trip was scheduled June 21- July 4. We will try again for next summer.

Shelley

Posted by
2 posts

At least you have got an email.
I am the owner of one of the properties being rented by London Connection in London (Mayfair) .
We were not even notified . The payments simply stopped and any requests for overdue payments (Feb and March) will remain unhonoured (as any claim for damages or notice periods).
I hope LC will behave better with you, as clients - if there is any consistency in behaviour, I would not expect much...

All,

I did receive an email from VRBO this weekend when I attempted to access the property I rented online. The email stated the property is no longer available and if I’m unable to resolve the issue with LC then I can contact VRBO. We’ve paid $5880 so far and are calling VRBO today because all attempts to reach Tori Tilley, our LC contact in Ogden, Utah, have gone unanswered. I’ve also sent an email to their main address. This is a horrible way to treat a customer who has already paid you over $5000. If anyone can share how I can get in touch with this company I’d really appreciate it!

MSClonda: I thought LC was the sole owner of all properties they advertised?

Fingers crossed for all of us!

Lisa

Posted by
891 posts

MSClonda: I thought LC was the sole owner of all properties they
advertised?

That was my assumption too. MSClonda, I had booked a property in Mayfair for September through LC, which property is yours and do you offer it through any other platforms?

Posted by
405 posts

The Company website is gone. They could have left it up with informational notices, they chose not to. Those who reacted instantly with their credit card company may have gotten some relief. Time is not your friend here. Do not worry about deadlines- contact your cc company immediately.

I hate to be blunt, but stop wishful thinking. There may be a bankruptcy filing but if so the dollars will be short and the list of creditors long. Or they can just shutter the LLC and it is simply gone in thin air.

To the extent they own properties in London, I would suspect they were heavily mortgaged. No income, no mortgage payments, out of business quickly happens.

Posted by
2 posts

I know other 4 property owners renting out to LC. I am pretty sure that LC does not own any property or any substance in London (otherwise I would have claimed against it).

Posted by
1469 posts

It's really not safe to post your email here. Instead, ask interested people to send you a private message.

@onefastbob

Exactly! Why did they shut down their website? They could have left it up like many reputable companies! “We’re sorry for the inconvenience”, “Due to the global pandemic”, “This is what we can offer”, “Would you like to be accommodated at a later date”,
“Here’s what’s provided”...but No!, nothing. Not to mention their PUBLICIZED, ONLINE statement that they OWN all properties offered on their website. How disappointing. Again, $5000+ paid to them so far, for the entire month of July at a property they listed as owned by them: 50 Maddox Street, Mayfair, London, England. I’m shocked that London Connection, Thomas Moore, Tori Tilley can dismiss a customer who has paid this amount of money. No contact still. Does anyone on this site have any way I can contact this company?
Flat 2-58 Maddox Street, Mayfair London

Thank you,
Lisa

Posted by
1469 posts

If they publicized that they owned all their properties and they did not, I think I'm happy they're out of business. But I feel very sorry for those who are caught up in this.

Posted by
2 posts

I never received an email and learned about the dissolution on their Facebook page, which no longer exists. My friends and I booked directly with LC for 2 weeks in Egerton Gardens in mid-June. I emailed LC on March 19 asking to cancel. On 3/20, Tom replied that the reservation was cancelled and he’d refund the deposit less one night. I waited several days and the money was not credited back to me. I emailed again, he said he’d look into it by Friday of that week if the credit did had not gone through. Giving him the benefit of the doubt, I waited until after the weekend. I called and texted and didn’t hear back. I reached out to my bank and they gave me provisional full credit even though the deposit was placed last year. They are going after LC for payment. From what I’m reading, that’s not going to happen.

Irony of ironies, Tom Moore lll has an Instagram account. He just posted that he and his wife spent a month in Spain/Portugal and 5 weeks in London before flying home to Utah. Today they went for Covid testing just to be sure. They are having a good time with everyone’s money.

I, too, was under the impression that they owned the properties in London. They apparently were the letting agents for property owners who are also being cheated. Such a sad and unfair situation for all .

Posted by
14 posts

I've also initiated a dispute/chargeback through my credit card provider, which the CC company is researching.

If you receive a refund (according to original email from London Connection, checks will be mailed May 1), I'd be interested to hear if people are getting back what they're owed, or just a small portion of it. Should be interesting to see how this shakes out.

Several London Connection customers had been sharing info on the LC Facebook page, which has now been taken down, so it seems like this is a good place to see what's happening with customers' refunds once the numbers are settled.

Posted by
891 posts

I've been going through all paperwork for both times I used London Connection and I can't find any evidence that I actually gave them my address at any time. Does anybody remember giving them an address? It makes me suspicious of the cheque will be in the mail statement.

Posted by
405 posts

Has anyone been in touch with Utah authorities? If not, why not? It may be a simple business failure or it may be something more. I’m not passing any judgment here. But with avenues of contact disappearing I guess I’m a little more unforgiving. And I do not have thousands of dollars in this game.

If interested:
London Connection LC
2342 Washington Blvd Ogden UT 84401-1412 (801) 393-9120
Corporation; incorporated: 1/28/2002

Mr. Thomas . Moore Sr., President/Owner
Fax
(801) 393-3024
Phone - other
(020) 738-8533

Alternative web address: http://www.lcpm.net appears to be an inoperative link to London Connection’s former web page

Posted by
70 posts

@Allan

Perhaps you could try this site

https://secure.utah.gov/bes/index.html

Then type in London connection. Should give company details. Shows no lodgements for dissolution and company is shown as still active. Hope it works for you.

Maybe you can find a good-hearted USA domicile legal person who may be prepared to conduct initial inquires pro bono. Someone in Utah on this forum may know how to help. I think I have seen on this forum, profiles indicating lawyer status in other states.

I do not know about class action in Utah. You may have to live in the state.

I suspect the laws and jurisdictional limitations have been drafted and enacted to protect the wealthy.

Sorry I cannot help you from here, not my jurisdiction. May be able to look at financial reports if you can lay your hands on them. Accounting is a universal language thanks to de Medici’s.

Justice can be a long, winding, and frustrating road. Regards Ron

Posted by
891 posts

I’m just having an issue getting my mind around the idea of giving
someone thousands of dollars and a detailed record of the transaction
doesn’t exist.

There are detailed transactions, emails and receipts, but nothing that I have that shows I gave my home address. I may have online when I booked the place, but I don't recall. This isn't my first time using London Connection. I chose them again because because of the quality of service in the past. I did check my credit card this morning to see if MasterCard had credited my account yet, but nothing yet, they did say that due to volume of claims it could take awhile.

Posted by
16560 posts

I have never used an apartment-rental agency, but I think every time I make an online credit-card payment I have to either provide my home address or verify one I previously provided when I initially set up the account. I imagine most companies do retain the address (not necessarily the credit card number) in their records, but I do not know that for a fact.

Posted by
14 posts

Here's why many of us thought LC owned the properties we were renting: (From an archived copy of their website)

We Offer Our Own Properties
All of our properties are in our own company portfolio. We own, lease, maintain, decorate, and control the upkeep of all the flats. We are not a middle-man company between owners and guests. When you talk to LONDON CONNECTION, you are talking with the owners directly. THE BUCK STOPS HERE. We are not a company that simply provides advertisement for other people’s flats. We know the standard and quality of our properties because they are ours. Our properties are rented full time and are not someones primary residence. LONDON CONNECTION properties are in our rental pool fifty-two weeks a year. You will not be renting a vacation property where you have to confront an owner’s clothes, tooth brush, and towels/linens. The flats have been prepared for our visitors by a very skillful London team.

So, I went to HM Land Registry website, and downloaded the property title info for the flat we were supposed to rent this summer.

Sure enough, the owners are not Thomas Moore Sr or Jr. Owned by a couple based in UK & Spain. So, I'm guessing the couple who owns the flat was indeed renting it to London Connection as was mentioned a few days ago.

Posted by
2 posts

We were all snowed by these people. I looked up the US address in Ogden UT and it is the Missionary Store. They sell clothing and accessories to the Mormon community.

I remember reading an old review of the company and it was mentioned that they were previously known by another company name before becoming London Connection. There were mixed reviews as there are for any business, but I felt confident enough to book with them. I hope you all get some satisfaction for all the cancellations; Chase Bank worked with me and gave me back my full deposit.
I paid that deposit last year and explained the whole situation to the bank. I’m so appreciative of their consideration. Best wishes!

Posted by
12 posts

This may be a link to the old review where London Connection was known by another name

https://www.tripadvisor.com/ShowTopic-g57090-i2196-k1194319-Beware_of_London_Connection_aka_Connections_Management-Ogden_Utah.html
Cortez35 says: I am writing to warn other travelers and tourists about a company in Ogden Utah called the London Connection, a.d.b.a. the Connections Management Group, LLC .

I also am shocked! I have rented from them 7 times and I was renting again this July. I also thought they owned the apartment, especially with the furnishings that were in them. The group in London who met you appeared to be sincere and David Norman whom you could pay to pick you from or take you to the airport was certainly very nice.
The WhatsApp number belongs to Cristina who is/was their London Manager.
BTW I looked at my previous invoices and my home address is listed so if we are getting any money back, they do have our home addresses.
Judith

Posted by
891 posts

BTW I looked at my previous invoices and my home address is listed so
if we are getting any money back, they do have our home addresses.

With a little more digging, I found a contract with my home address as well. I've left it in my bank's hands now, so we'll see how that goes. The original email regarding the dissolution said they'd start mailing out refunds by Friday this week so I guess we all hope.

Posted by
14 posts

An interesting tidbit here from the State of Utah, Division of Corporations & Commercial Code.

Searched for London Connection in their database, and it was listed as an "Active" business.
I emailed them Thursday 4/23, to find out if London Connection had actually filed the Articles of Dissolution on April 1, 2020 as stated in their email to clients dated April 2.

(From the original email from Thomas Moore:
Due to the recent Corona Virus, London Connection/Connections Management Group *was forced to file Articles of Dissolution, on the 1st of April 2020, in the state of Utah.***)

The reply from State of Utah ,Division of Corporations:

corpucc@utah.gov>
Thu 4/23/2020 9:40 AM

Good morning,
London Connection Limited Company
entity # 2044349-0160
Has not filed a Dissolution or a Termination with our office unless it was filed after 4/21/2020 and we have not entered it yet.

So, as of last week, no Articles of Dissolution have been filed.

I will email them again this week to see if there's any update, but when I just checked the database now, as of Monday 4/27 at noon, the company is still listed as "Active".

Posted by
918 posts

The more I read of this thread the more disturbing it is.

We stayed at the Egerton Gardens apt. back in 2017 and while the apt. was nice, the furniture was like sitting on bricks. I was complimentary in my review of the apt. although did critique the uncomfortable furnishings in the living room and the slumping mattresses in the twin bedroom. Because I was critical of some aspects my review was never placed on their website for Egerton 2-34. When I perused other apts. I noticed a big gap of time had elapsed between reviews in a few apt's and was only able to surmise from looking at full future bookings that they were holding back on any negative reviews. That did it for me right there as far as any future rental from them was concerned.

After seeing they were going out of business I noticed their web page was taken down fairly quickly and that was a shame because they had a fairly nice blog going. I guess they didn't think about their facebook page for a week or two though because it remained active, but only to the extent of reviews from customers who felt they were cheated as they had both deposits and final payments made right up to the last moment as LC was closing up business. On fb they had told at least one of those people they could not afford to refund people's monies but were promising everyone future bookings at no further charge or that they would allow them to cancel but would withhold some monies as penalty for canceling and would refund the rest.

I sincerely hope that you and the others are lucky in getting your money back but I wouldn't wait on them to be forthcoming. I would be as proactive in getting it as possible. And yes, they have your address as you gave it when booking.

Much luck and let us know how it turns out. Keeping my fingers crossed.

Posted by
1 posts

Is there a way I can get a copy of the email from anyone? I did not receive an email. We do however have a reservation with LC for May 7-12, 2020. I have tried emailing Tom, Tori, Kim - all of them. I get no response. I have called the three phone numbers I have and get no answer. Only by doing a Google search did I find this information. My CC company says that I have to have a copy of a letter or email showing where they have stated they are going out of business in order to start the refund process. I appreciate if you can forward. If you can let me know and I will get you my email address. Thanks!

If someone could please post an email address to get in contact with this company I would also appreciate it. Seems strange that some are receiving emails saying a refund is coming because they’ve filed for dissolution, some are receiving nothing, their Facebook page said no refunds because they can’t afford it and now they’ve disappeared. I’m exhausted. I’ve emailed Tori, tried calling her tried all the numbers I could find but no answer still.

Thank you,

Lisa

Posted by
2365 posts

Very sorry to hear about all of your bad experiences trying to get money back from this company.
They listed some great looking properties, as many of you know.
Too bad the coronavirus and the associated panic has driven many businesses into closure.

Posted by
14 posts

We too are in the position of trying to recover the deposit for a flat rental, and until a week ago were expecting a prompt and satisfactory outcome. We are astounded at these reports. We have been renting lovely flats from London Connection for almost 15 years now, with no complaints, and always found both Tom Moore Jr. and all the staff a pleasure to deal with. A few years ago when the Iceland volcano eruption prevented us from traveling to the UK, although under no legal or contractual obligation to do so, Tom cheerfully gave us full credit for our paid-up rental against a future trip (which we used a few months later).

Unfortunately, we too have been victimized. On March 30, when we cancelled our May trip, Tom confirmed by email that "a refund, less the 1 night penalty, will be issued." This was the day before the emails announcing "dissolution" (which we did not receive).

Posted by
14 posts

@purplelivin
Just sent you a private message with a copy of the "Dissolution" email. If you'd rather have that email message forwarded to your personal email, send me a private message with your email address and I'll get it to you in the next day or two.

For Lisa.....Here's the company's most recent email address: info@londonconnection.com

Posted by
14 posts

Since some of you never received the email on April 2, here it is.....

Notice of Dissolution - London Connection / Connections Management Group

Thomas Moore - London Connection Info@LondonConnection.com
Thu 4/2/2020 12:59 AM

London Connection / Connections Management Group - Notice of Dissolution

Due to the recent Corona Virus, London Connection/Connections Management Group was forced to file Articles of Dissolution, on the 1st of April 2020, in the state of Utah. I have been appointed manager to liquidate business affairs.

We do not have final financial numbers yet. Preliminary information shows that the company liquidity will be shared between London lease liabilities and clients with upcoming reservations.

Final numbers will be settled by 30 April 2020. If a refund is available to you, a check will be mailed by the 1st of May.

Feel free to send any questions to info@londonconnection.com, but know that there will likely not be answers at this time.

Sincerely,

Thomas Moore

Posted by
882 posts

Just a thought, but you might want to go out on social media and complain. Not sure if LC have a Twitter or FB page but I had problems with some businesses that never got resolved until I posted my experiences/complaints on Twitter and Facebook. It was amazing how quick the response was once that happened. As they say, the squeaky wheel gets the grease. Just a thought.

Posted by
405 posts

Thank you Heather- but just know that LC had a web site, they had a Facebook page. They have shuttered all of those. They are not responding to any attempt to communicate with them. At this point they can careless about negative social media. Those directly impacted have either filed with their cc companies or have (or need to ASAP) contacted the consumer fraud division of the Utah Attorney General.

Posted by
6020 posts

Reading the email Kris posted ( the 'notice' from T Moore) all i see is smoke and mirrors and the holes from a slice of Swiss cheese.
To me it looks like a ploy to gain time to loot the business of any assets and leave everyone else holding an empty bag.

Point 1-- filed for dissolution and got appointed to be the one in charge all at one time. mighty speedy efficient court system in Utah

Point 2- expects to have all the 'numbers' worked out in 30 days ?

Point 3- admits they leased ( not owned) the properties

At this point I suspect the only satisfaction any customer may get will be if the state prosecutes him for fraud and deprives him of his ill gotten profits

Posted by
12 posts

Thanks Onefastbob for suggesting the consumer fraud agency. I just did this as I am getting NO acknowledgement or resolution from Chase, my credit card company....

Posted by
885 posts

How about calling the state District Attorney’s Office and file a complaint and with the BBB as well. I wonder if they might be trying to hold out and come back with another name in the future.

Posted by
882 posts

I'm not a lawyer but I would email or call the Utah AG office and explain your situation.Legally, a contract was entered into and money was put down. If unable to fulfill the contract, renters should be entitled to something. It must say in the contract that you received before money was sent. When I read that they've told people they sent in articles of dissolution and Utah has no record of it, my first thought is they are stall for time and trying to spend or squirrel away the money received somewhere it can't be retrieved. Sorry but it sounds like the owners panicked and took the money to pay their bills and are trying to remove any trace of the company.

Your best bet is with your insurance company and to alert the Utah government about them.

Posted by
14 posts

Re the owned-vs-leased issue: In light of the company's recent actions, I take any of their representations as suspect. But in fairness I'd point out that British real estate law and practice is very different from that in the US. Many properties are owned by families or entities that lease them for terms as long as 99 years. The long-term lessee may himself (or itself) sub-let the property to yet another person or entity, sometimes also for a very long term with the right to sub-let. The actual occupant of a property may be several steps removed from the actual "fee simple" owner (to use a legal phrase). Long-term lessees often or even usually have the right to make substantial changes to the premises that would be unheard of in the US. For practical purposes, they are the "owner."

In other words, if London Connection were a "lessee" under such a long-term lease (say 10 or 20 years, if not longer), and had all the practical incidents and responsibilities of "ownership," I would not be particularly perturbed by its promotional material. The reports in previous postings on this thread do give me pause, however.

Posted by
14 posts

Filing an official complaint will "Begin the official complaint process, which may result in an investigation and possible legal action by the Division." according to the Utah Division of Consumer Protection website.

Here's a link to Utah Division of Consumer Protection complaint form:

https://dcp.utah.gov/complaints.html

Who knows, maybe if several of us file complaints, they'll look into it.

Posted by
5 posts

We booked 12 days in London in July. We were scammed out of our deposit too.
I am sending complaint to Utah A.G.
Thomas Moore Sr. is a crook.
I filed with my C.C. Company.
Keep up the posts as you get new info.
Perhaps we can file a group claim, but I’m not a lawyer.

Posted by
1 posts

Another who didn't get any email.Looks like a total loss.
Our booking was for 15/5 for 8 nights in London.Interesting that our final payment was due in December but wasn't processed until March.And the name on the receipt had changed.It appears Mr.Moore may have set up another company.

TRAVEL & ENTERTAINMNT TRX

94043-1140

UNITED STATES OF AMERICA (THE)

800.800.0000

Posted by
14 posts

Rondolton, This could be tremendously valuable information. Thank you for sharing. Can you tell us where you got this?

Posted by
14 posts

Checked again this morning with Utah Division of Corporations & Commercial Code, asking if they had received Articles of Dissolution from London Connection. Their reply below:

As of 4/29/2020 we have not received an dissolution for that entity.

The Registered Agent has no authority of power in an entity.

Thomas C Moore - Registered Agent
Thomas J Moore - Member

I would suggest you contact Consumer Protection at 801-530-6601 and see if they can offer any assistance.

Posted by
14 posts

Re the "new company" or "new name": I wonder if the phrase "TRAVEL & ENTERTAINMENT TRX" isn't just a category of merchant in which the entity submitting Rondolton's charge is classified by his or her card issuer.

I have learned, however, that what appears to be a phone number ("800.800.0000") is, whatever else it may be, the phone number of a personal-injury law firm in Oakland, CA. And that the hyphenated nine-digit number is, whatever else it may be, the Zip (postal) code for an area in Mountain View, CA that prominently includes Intuit, Inc., the accounting/tax software firm (think "Quicken"). A nice person at the law firm told me they have been receiving many unexpected phone calls from callers who thought they were calling some other person or entity, including American Express (whether she meant AE was calling, or callers thought they were calling AE, wasn't clear).

Posted by
5149 posts

Curious if anyone has received the promised refunds?

Secondly, no one likes bad press. Is there a local Utah news reporter who might find this entire situation a story to investigate?

Posted by
12 posts

I have not gotten any refund nor any replies via email, Facebook, phone.

Regarding newspapers: here is what I found online
"The Standard-Examiner is a daily morning newspaper published in Ogden, Utah, United States. With roughly 30,000 subscribers on Sunday and 25,000 daily, it is the third largest daily newspaper in terms of circulation in Utah, after The Salt Lake Tribune and the Deseret News."
https://www.standard.net/

Posted by
12 posts

I found another email address for Thomas Moore & London Connection which was current on Feb 23 as Thomas Moore replied to me that day regarding my deposit.
Today I sent a question to Thomas about my deposit... As you can see, he has deleted this email account

Sorry, we were unable to deliver your message to the following address.

TMoore@LDNCXN.com:
No mx record found for domain=LDNCXN.com

Posted by
38 posts

Just weighing in to say that I, too, have had no contact or refund from London Connections since receiving their email regarding dissolution. Based on what I'm reading here, this seems unlikely to happen. What a shame for all sorts of reasons: they came highly regarded (I booked in part because of recommendations on the Forum) and their website and communications, at least in my case, were excellent. Perhaps I might be more sympathetic toward them if they hadn't suddenly evaporated and ceased communication. Best wishes to all who have written about this situation.

Posted by
4 posts

Hello again- just checking in again and wow this thread has gotten long! I haven't heard anything from London Connection and don't expect to. I tried calling their main number and left a voicemail. I also called Tori Tilley who was my point of contact for this reservation, no response. I left an email with info@londonconnection.com as well. We haven't received a refund check and I guess it's time to just let it go at this point. I did fill out the consumer complaint form with the state of Utah, so thanks to whoever suggested that. I also contacted my credit card company to dispute the charge and they are investigating, but I reserved this back in August of last year. Does anyone know if contacting Rick Steves Travel will get you anywhere as far as making them aware of what happened with the company? I remember reading in one of his travel guides his recommendation of London Connection for renting flats. I don't know, just a thought.

Shelley

Posted by
891 posts

I left an email with info@londonconnection.com as well. We haven't
received a refund check and I guess it's time to just let it go at
this point. I did fill out the consumer complaint form with the state
of Utah, so thanks to whoever suggested that. I also contacted my
credit card company to dispute the charge and they are investigating

I've done all of the above. I contacted my credit card company mid-April and they are investigating and warned me it could take awhile. I have file a complaint with the State but haven't heard a thing.

Posted by
12 posts

Kris, Thanks for: Filing an official complaint will "Begin the official complaint process, which may result in an investigation and possible legal action by the Division." according to the Utah Division of Consumer Protection website.
Here's a link to Utah Division of Consumer Protection complaint form:
https://dcp.utah.gov/complaints.html

I spoke with an investigator today as I had clicked on the Something else link which said to call into the department; he listened and took notes. He told me to fill out the Purchase form (and fill it out with documentation)
Wanted others to know that this is the form to use to get an investigation going.

Posted by
14 posts

@ Judith---Thanks for the update on filling out the Utah consumer complaint form. Glad you spoke to someone at their office too. Hopefully some major red flags will start to go up when so many of us submit complaints.

In the sadly delusional hope that a deposit refund check would magically appear in my mailbox this week, I've procrastinated on filing an official consumer complaint.

But when it turns out my mailbox is empty tomorrow, the complaint form will move to the top of my To-Do list!

Posted by
4 posts

We also have a deposit with London Connection for a July 12 night stay. This would have been our 4th stay with them in the same West End apartment. We were extremely shocked to hear from them. We would have never expected this from them. Now because they have Lied to us and then disappeared, it is clear that they are not going to do the right thing unless they are forced to. We have filed a dispute with our CCC and submitted a form to Utah’s Attorney General. We will now fill out a Utah Consumer Protection form. Let’s all keep in touch in this forum.

Posted by
4 posts

I just spoke to an Investigator at the Consumer Protection Division. We ALL must fill out the forms and make a complaint. use the section for Purchases/Services and supply documentation. If we all do it, they will have more reason to investigate it thoroughly. Please do it. Their phone number is 801-530-6601. They have no intention of returning any of our money. The lack of communication has been appalling!

Posted by
14 posts

Has anyone tried telephoning the woman in London who is/was LC's local manager? i suspect she is just an innocent bystander/collateral damage, but she might have relevant information, including how to reach the Messrs. Moore pere et fils. I hesitate to post her name and number publicly, but they are on LC's booking confirmation/instructions documents.

Perhaps one of the property owners in the UK could easily try calling. Or really, anyone with an international phone plan (which does not include me).

Posted by
4 posts

Hello all, just an update - I've filed a complaint with
1. State of Utah Consumer Protection
2. Utah Attorney General
3. filled out feedback form for Rick Steves guidebook
Anybody have any other ideas?
Shelley

Posted by
1839 posts

Just ran across this thread. I'm saddened for all of those who have lost money. The thread kind of reads like an episode of American Greed on CNBC.

Shelley... Consider calling a Salt Lake City television station and point them to this thread (and Yelp reviews!). This is the sort of thing tv reporters love (and can earn them awards for investigative reporting that benefit their career). If Mr Moore lives in Ogden, the TV station will likely have resources to find him, knock on his door, and ask him about all this.

Posted by
882 posts

Dave, here in DC, our newspapers and a TV station have a consumer reporter which helps people out with business problems such as this thread. There must be something like that in SLC.

Normally, I'm not a name and shame person, but these people have made off with people's money and since they haven't filed bankruptcy or dissolution, are probably spending it on themselves. I think the benefit of doubt has long since passed. Hopefully most people on here will get resolution from their credit card companies.

Posted by
14 posts

I went ahead and emailed "Get Gephardt" (Matt Gephardt) at KUTV news in Salt Lake City. He does consumer complaint investigations for their news division. I summarized our situation and included links to this forum and recent Yelp reviews.

If he gets back to me, I'll let you know.

Posted by
1 posts

We have used LC many times with no problems. Talking to Christina and David it was always clear they had long term leases on properties not ownership. We had paid for a spring 2020 stay and have yet to hear from Tom regarding any refund. I was not at all surprised they had gone bust-in the current climate and with travel on hold for perhaps a year until a vaccine is found many independent travel and hospitality firms will fold. I suspect we will all be out of pocket for our payments as flat owners will have first dibs on any $. If anyone hears from Tom pls let the rest of us know.

Posted by
14 posts

At the risk of being thought not to take the LC problem with the seriousness it deserves, I note that other strange things are happening in Ogden, UT. See this morning's news reports about the 5-year-old child in Ogden who took a joyride in the family car, heading for California to buy a Lamborghini. He got 3 miles down I-15, following the signs for Los Angeles, before being pulled over for driving only 32 mph. I am not making this up.

More to the point, has anyone tried phoning Christina in London? She might well have relevant information, and might even be willing to share it if she too has been left high and dry.

Posted by
405 posts

Joel- you apparently have her name and number. Call!
What is your delay?
Have you turned the name and number over to Utah authorities?

Posted by
4 posts

We have been assigned an Investigator with Utah’s Consumer Protection. His name is David Christensen. Keep filling out those forms. They make it clear that they are not acting as our attorney.

Posted by
12 posts

Esther, this is wonderful. Thanks for notifying us.
I do have a question on how we are to send the Consumer Complaint form with documentation to the Utah division of Consumer Protection? I only see a street address and the pdf does say to send it there. But is there an email address also that you'all have been using or just the street address?
Thanks.

Posted by
38 posts

Thank you for the update, Esther.

Yesterday, I called Utah and the young man who answered had heard about the situation. He helped me navigate the online form, which I filled out. It goes in the mail today, with copies of my email regarding dissolution and my original receipt from London Connection.

While I'm not certain that I'll see that money again, I am pleased that there is a mechanism for issuing a complaint.
Thanks to the Forum members who investigated.

Posted by
891 posts

Judith, here is the email address I was told by the person on the phone to send it to. consumerprotection@utah.gov

Esther, how long did it take from when you sent your complaint and you were assigned a person? I emailed mine a week ago and have received no response.

Posted by
4 posts

I emailed the complaint form and my scanned documents on Friday and I was notified on Monday.

Oops - I emailed Consumer Protection on Friday, but my husband had sent mail to the Attorney General about a week before, and the email they used On their response was his. So it took about a week to get a response.

Posted by
891 posts

Update. Mastercard credited my account for the $1500 this morning. I'm told that London Connection still has 6 weeks to dispute and if they do, I will be contacted to possibly submit more info. If I do not hear back in 6 weeks then the dispute is officially closed. It was by accident I noticed that my account had been credited, because the credit was dated on my statement back to the original purchase in February and not the most recent line item from yesterday on my credit card. I had been given no notice from the bank that this had been done and so I called and received the information I explained above.

**I should note that the terms of my credit card is that a dispute has to be started within 45 days of purchase, but there are exceptions, and this was one, so don't think it's too late to file a dispute.

Posted by
12 posts

Thanks Allan for the email address and congratulations on getting a credit. Thanks to all for your help in this process.

I just emailed my complaint form and bits of supporting information to consumerprotection@utah.gov attn: David Christensen
I have also filed a complaint with the Utah Attorney General https://attorneygeneral.utah.gov/contact/complaint-form/
and put an "update" to Rick Steves which included a link to this forum

My Chase VISA credit card last sent me a "we'll contact you" on May 2.....so who knows about that

Posted by
14 posts

The name and phone number of LC's London manager are on every invoice for every deposit and other payment. I offered the suggestion of calling her in order to be helpful. I'm not sure why making that suggestion obligated me to act on anyone's behalf, much less to do so on anyone else's timetable.

If locating her contact information is too difficult for someone, here it is:
Cristina Teixeira, (01) (44) 0795 658 3747.

Posted by
882 posts

Sounds promising that the Utah government is aware of this problem. Fingers crossed.

Posted by
14 posts

Everyone, please be clear. It might be satisfying if Utah acted against LC and/or its owner(s). But the likelihood of any customer seeing any money as a result is, at best, not far above zero. One cannot get blood from a stone. A "Limited Company" is called that for a reason. The reason is that the owners' liability for debts of the company is limited to the company's assets. Only if the customer's money can be proven to have been fraudulently obtained is there even a possibility of holding the individual who committed the fraud personally liable. And fraud is difficult to prove.

So please don't get your hopes up.

Posted by
891 posts

Best bet is to file a dispute through your credit card. As indicated yesterday, I received my money back yesterday, 3 weeks after filing a dispute.

Posted by
12 posts

Joel, for me personally I want the state of Utah to close down their business. As of today it is still showing an active company. Yet we were told LC had filed an Article of Dissolution by Thomas Moore (which could be either the father or son) on 4/2/20. And on their phone message you can hit #1 to still make a reservation (as of 5/9/20). I have no thoughts that any money will come out of this action. I just don't like dishonest merchants and do not feel they should be rewarded.

Posted by
4465 posts

just for information the number for Cristina Teixeira above is that of a personal EE mobile phone.

Posted by
6020 posts

is that of a personal EE mobile phone.

"EE" ?

How is an ' EE mobile phone' different than a 'mobile phone' ?

Posted by
2898 posts

Allan, so happy you received your money back. I hope the same positive result for the rest of you.

Posted by
23243 posts

How is an ' EE mobile phone' different than a 'mobile phone' ?

I noticed that this was a mobile number when it was posted, although the way it was first posted it looked to me like it was a digit short.

"0795 658 3747" sort of mushes the number into a US format, which threw me. The dialing code should be 07xxx as a group of 5, then 3+3. It would be much more British if it were (07956) 583 747. A London landline would have started with 0207 or 0208 or 0203. If it were a national but local price landline it would have started with 03.

EE is the name of a mobile phone company here. The format of the number starting with a 07 indicates to me that it is not traditional office phone but a mobile telephone. For whatever that's worth.

Mobiles have different dialing codes to landlines, unlike in the US.

Posted by
14 posts

LC's invoices show Cristina's number in the US format I used, but that should not be surprising since most of their customers are/were in the US. I do recall from calling it a couple of times when in London that it was for her mobile. (I don't think they had an office as such, just Cristina, her son, some housekeepers, and possibly a handyman). But that shouldn't keep one from reaching her (if it's still in service).

Posted by
1 posts

I stumbled upon this forum yesterday and really appreciate all the information that's been shared. I received the notice of dissolution email from London Connection on April 2nd and had been waiting for word on my refund. I too tried to reach them but didn't get any reply. Thanks to the postings, today I took action and filed a dispute with my credit card company. I was advised that unless London Connections challenges my claim, I will be able to get my deposit refunded which is a relief.

I also filed a complaint with the Department of Commerce Utah so hopefully an investigation will take place. Good luck everyone.

Posted by
12 posts

I received word this morning from Chase that they have given me a credit for/refunded my deposit to London Connection. It's the same message as others have written about: LC has 2 months to contest. If there is no response from LC in this time, the credit remains on my account.
This was 6 weeks after first notifying Chase (4/3/20 thanks to Allan having started this forum) and 3 weeks after finding and filing the dispute form so hopefully the rest of you will be hearing soon.

Also I received an email from David Christensen, the investigator from Utah, that he has received my complaint form.
"The Utah Division of Consumer Protection received your complaint. This complaint was opened and assigned to Investigator David G. Christensen.
The investigative process typically involves sending notice of this complaint to those involved and allowing the business to respond. These initial steps generally require at least 60 days. If the assigned investigator requires additional information from you, the investigator or another division staff member will contact you using the information you submitted on your complaint form."

Hi all, i am also in the same position. Thomas moore does not answer to our emails, has disapeared with our money. We have sent a complaint to Utah consumer protection but has no answer until now. Also we filed a form in BBB but also without answer at the moment. We are also trying to our Credit card.

Posted by
6 posts

For those of you who are having difficulty communicating with London Connection via its business email, allow us to share with you the following address for Thomas Moore (father of the father-son ownership team), which we fortuitously found from correspondence we had exchanged with father Moore a few years ago: tmooresr@me.com. We included that address in our complaint to the State of Utah Consumer Complaint Form. FYI, the father regularly posts on Facebook under Thomas Moore III and lists the following telephone number on FB: (801) 791.9918.

Like so many of you who have posted, London Connection has also wrongfully refused to refund our pre-paid rental payments. In our case, the amount owed is almost $3000. We are now pursuing remedies through our credit card company, as well as law enforcement authorities in Utah.

Posted by
5 posts

I contacted Thomas Moore III a month ago on his FB site. He told me that he has nothing to do with the London Connection and to basically leave him alone.

Posted by
14 posts

Mr. Moore Sr. (or Mr. Moore III, whichever/both) had plenty to do with LC until it went dark. He was a primary contributor to its promotional "blog" and website. My understanding was that he founded the company, and is a co-owner.

Posted by
5149 posts

And again I ask isn't there a member of the media who would like to make a story out of this debacle.
The closing of LC is supposedly due to the virus. In reality it is a story of deception and broken dreams.

Posted by
6020 posts

https://www.smartbackgroundchecks.com/people/thomas-moore/ogden/ut/El00ZGH5AmH0ZQL2BQxjZQL4AGDm

After performing an extensive deep review of Thomas Moore's records, we have discovered that this individual also has 10 business ownership records, 3 web domains, 1 legal judgments, 5 liens, 48 properties, 17 vehicle registrations. To see all of the information including property records, possible liens, judgments, court records and much more, click here to unlock the full background report. ( for a fee?)

Fascinating what one can find with the phone # 'auntieg808' included in her post

Posted by
14 posts

Be wary of these "background check" websites. They search free public records, but for a fee. Their "reports" typically include information on multiple people with the same or similar names. They prey on people's anxieties and suspicions. Assume nothing.

I think the problem addressed with this thread is not one of finding out information on the Messrs. Moore. We all know who and where they are. The problem is one of finding a way to get refunds of deposits (not to mention final payments) made. Your credit card issuer should provide full refunds. Trying to persuade the Utah authorities to act will add nothing to that, except psychic satisfaction. If curiosity is the driver, try calling Cristina Teixeira in London. I'm not bothering to do it, but certainly would be interested to learn the results if anyone else does.

Posted by
6 posts

Please allow me to clear up any potential confusion over the two London Connection owners in conducting background checks on them and/or pursuing remedies through credit card companies and responsible law enforcement entities: Thomas Moore III is the father, while Thomas Moore Jr. is the son of the father-son team. As an earlier post pointed out, both were actively involved in running the company. The father's proclamation that he has nothing to do with the business is a bald-faced lie. Among other activities, he procured leases for many of the London flats, decorated them, and was primarily responsible for writing the flats' flourishing descriptions on the LC website. As well, on the father's Facebook page, he regularly posted photos of his London Connection office in Utah and often boasted about the wide array of rare collectibles and antiques displayed at his office. After bragging about his many valuable possessions, it truly is a shame that he has taken no financial responsibility for causing significant losses to so many innocent customers.

Oh, by the way, with respect to another earlier post disclosing that LC remains dissolved as of late April, notwithstanding its April 2 email stating the contrary, one wonders whether the company might have retained its legal status in order to seek benefits from the various pandemic-related stimulus packages aimed at protecting small businesses and their employees. Just a thought!

Posted by
14 posts

Regarding the issue of whether Thomas Moore might have applied for Paycheck Protection Act business loan, I emailed the Utah office of the Small Business Administration a couple weeks ago to find out if he did apply and receive funds.

Got no reply. Maybe I'll try again.

Both my brother-in-law's small business and my church have received funds recently (during the second round of the Paycheck Protection business loans), so I'm also curious to know if Thomas Moore might have tried to get those funds as well.

Posted by
6 posts

Spotted an oversight in my previous post: in the second sentence, I left out the word “not” before “dissolved”. Apologies to all.

Posted by
14 posts

If LC truly is insolvent, it might well at some point file a bankruptcy petition, at least if it has any assets at all. And it must have some assets, if only its Ogden office lease and office equipment. Its London leases also are assets. (Obviously, leases are associated with counterpart liabilities.) Caution: I am not a Utah lawyer, nor a bankruptcy lawyer. But as best I can determine, neither London Connection, Connections Management, nor anyone named Thomas Moore has done this yet in the U.S. Bankruptcy Court for the District of Utah.

This would be something to check on periodically, at least if for some reason one cannot get a credit card chargeback from the card issuer. Alternatively, any creditor or group of creditors can file an involuntary bankruptcy petition to force liquidation of assets and distribution of the proceeds among creditors. One never knows what assets might legally be company assets (for example, bought with company money) but in the personal possession of an individual corporate officer or stockholder.

Posted by
14 posts

Another asset......London Connection LLC owns the building they were operating from.

Info from the Weber County, UT Parcel Search:

Owner: London Connection Llc (the)

Market Total $279,670.00
Taxable Value $279,670.00

2342 Washington Blvd
Ogden Ut 84401-1412

Posted by
14 posts

It occurs to me (perhaps belatedly) that a public forum like this may not be the best place to exchange information and ideas on how to nail LC and/or the Messrs. Moore. If someone more techie than me were to start up some kind of private email group on Yahoo or whatever, I'd be more than happy to participate.

Posted by
1 posts

I have read the above with interest. May I suggest contacting the small claims court. You can obtain info at: OgdenCity.com/176/small-claims-court. This is what I have done. As a Utah resident, this is easier, but much of this can be done on line. If the company or its principals have property/ assets in Utah, a lien will placed on the assets. I’ve also gone to my CC company. They have issued a temporary credit.

Posted by
14 posts

The Small Claims procedure in Utah Justice Court is valuable in the right circumstances. But no one who lost a deposit (or even final payment) at LC should get their hopes up on that basis. For one thing, it's not free. The filing fee is $60, and a "process server" must be hired to physically find and then deliver official papers to the defendant (you cannot be your own process server in your own case).
Successfully serving process is not as easy as one might think. The more difficult, the more costly the work.
And even a professional process server may not succeed.
Furthermore, no court procedure is quick, not even small claims. And most importantly, the plaintiff is required to physically appear in court for the trial. As a practical matter, this procedure is of no use to out-of-staters, and maybe even most Utah residents outside Ogden.
Has no one tried to call LC's London manager Cristina Teixeira to learn what can be learned?

Posted by
1 posts

Someone should send this thread to the Ogden Standard Examiner and the Salt Lake Tribune. Thomas Moore III has a big social media presence on both FB and Instagram...usually highlighting fabulous properties and possessions. He’s not difficult to track down.

Posted by
2898 posts

No question that the papers have been notified. The question is will they care in the midst of all the pandemic news?

Posted by
891 posts

I suspect local media is only going to care if they can find a local resident that has been impacted by the closure so they can turn it into a local human interest bit.

Posted by
4 posts

We were scheduled for an April stay, our third in the Gloucester Mansions Apts at the junction of Soho and Covent Gardens. During our first stay 2017, we asked about the apt owner and was told that it was a woman from Europe. That led us to believe that London Connection was the rental agent who provided certain services including holding the funds between client and owner in escrow, as Airbnb and other agencies do.

Perhaps London Connection could not stand seeing the property owners making bank on these always-booked rentals, so they decided to buy into a bigger piece of action? And financed it using the prepaid moneys they require months in advance from clients? That does not sound legitimate to me, but perhaps there's another explanation?

The other thing is the timing of the dissolution notice, which occurred barely two weeks into the pandemic and only a week after we had to cancel our $1,500 reservation after some of our air carriers left us with no way to execute our trip. LC readily offered a voucher for a future stay, which we thought was equitable. But then it appeared that LC ran for the exits early (a sign that they were highly leveraged and could not survive any downturn?).

So per their April 2nd email notice, exactly who/what are the "London lease liabilities" with which we, the "clients with upcoming reservations," have to "share the company liquidity" (i.e., OUR money)? I haven't seen hide nor hair of the any refund check that was promised by early May, so are we to assume none are coming? I have received no answer to my email to LC last week simply requesting a status. I believe we need to know the status in order to file a dispute to the credit card company.

Perhaps we will all end up being fractional owners in some London apartments???

Posted by
891 posts

I believe we need to know the status in order to file a dispute to the
credit card company.

Mark, when I called my bank to dispute the credit card charge all I was asked to provide was a copy of that April 2nd email. My account was credited a few weeks later. The bank says LC still has a few weeks to file a dispute in response but I don't see them having much leverage. My advice is to jump on it now, my sense is shared by many on this post that there is no money coming from LC.

In 2018 we stayed at the same apartments as you. We were so impressed with the service we recieved that we booked with LC again for this Fall even though we'd found another place nearby that was a bit cheaper. At the time I felt that LC had earned my trust and my business. Now I'm going to have trust issues when it comes time to book an apartment again through someone else.

Posted by
4 posts

Allan,
Thanks so much for sharing. I second your motion to ACT NOW with your credit card company, as I did this morning. My down payment of mid-January was just outside of the window that my credit card allows for filing an on-line dispute, so it took an agent and her supervisor this morning to approve the filing. So much for waiting in good faith to see if there would be a partial refund coming from LC before entangling the credit card company in what might be an evolving situation.

I also had some lesser refunds from European airlines that I've been waiting on, and I've moved ahead disputed those too. I understand cash flow problems, but they should issue vouchers instead of promising refunds when they can't make good on them.

Ditto on the trust issue. My experience with Airbnb refunds (and we had 9 of them from cancelled trips in April - June) has been just the opposite, since Airbnb is truly a third party holding the money in escrow until the transaction between owner and renter is complete. Live and learn.

Posted by
6 posts

For those of you who were successful in obtaining temporary refunds from your credit card companies, can you kindly provide the name of the credit card company/bank that issued the refunds? An earlier poster mentioned that Chase issued her a temporary refund. Interestingly, in my case, Chase denied my refund request. I would like to appeal that decision and hope that a list of other companies/banks that have issued refunds will help my cause. Many thanks!

Posted by
5 posts

I put in our LC dispute with Citibank Visa. The bank contacts LC and they have until 7/9 to respond. We received a conditional credit on our account. A conditional credit is temporary and it applies until your inquiry is resolved. Depending on the outcome of the inquiry, the conditional credit will either become permanent or be removed.
I think it would take a miracle for this credit to remain permanent.

Posted by
7109 posts

“I think it would take a miracle for this credit to remain permanent.”

Why? You didn’t get what you paid for.
LC committed fraud by keeping your money when no service was rendered.

Posted by
891 posts

I think it would take a miracle for this credit to remain permanent.

I'm also curious why you think that. Is this just a feeling or do you you have some past experience you can share?

Posted by
891 posts

Chase denied my refund request. I would like to appeal that decision
and hope that a list of other companies/banks that have issued refunds
will help my cause.

Mine was a Mastercard through RBC. Did Chase give a reason for the denial?

Posted by
5 posts

If LC actually has gone bankrupt or is in dissolution, there may not be any money in its account to deduct. In this case Visa will require that Citibank cover my loss. “I hope that happens and I get my deposit back”, but I don’t trust the bank or CC company to work in my best interest.

Posted by
6 posts

Thanks "barry24" and "Allan" for your replies. The letter we got from Chase provided no explanation and, from its wording, we aren't even sure that the representative reviewed the documentation we had submitted. We will appeal her decision, armed with info that CitiBank and RBC (as well as another Chase representative) had accepted other disputes.

By the way, earlier today, I noticed Moore (the father) posted on Facebook that he visited his son this weekend. Along with announcing his visiting his son, Moore the father also posted pictures of his impressive turquoise collection and impressive jewelry items with the caption "Family seals dating back to 1783 gathered on a gold bracelet. Stephanie (his wife) says it is too heavy to wear. One of my favorite heirlooms." Wonder if father visited his son to discuss how to respond to credit card company inquiries or, better yet, how to liquidate some of his family's precious belongings so they could repay well-intentioned customers they stiffed . . . yes, I believe in the Tooth Fairy!

Posted by
891 posts

Here's a couple of links that I had researched while waiting to hear back from my bank. From what I interpret, the credit card companies are bound by law to help you. My bank is Canadian so laws are possibly different and maybe that is why I had quick success, it appears that one of these articles is American and one British.

https://www.moneysavingexpert.com/shopping/company-administration-help/

If what you purchased cost £100 or more, and you paid all, or even just the deposit, by credit card, then your credit card company is as equally liable (as the retailer) under Section 75 of the Consumer Credit Act.
That means whatever rights you had with the retailer/company, you have with the credit card company, so you can get your money back from the card firm.
This is a legal protection that credit card companies have no choice about – when you spend on a credit card, you're entering into an arrangement to borrow (even if you pay off in full), so you get these rights.

https://www.nasdaq.com/articles/getting-your-deposit-back-when-company-goes-bankrupt-2013-07-18

**Who foots the bill?*
Of course, if the merchant's gone bankrupt, there may not be any money in its account to deduct. In this case, Visa , MasterCard and American Express require that the acquirer cover the loss. It's not merely a suggestion, says Teri Charest, a spokeswoman for U.S. Bank. "Banks are bound by [these] rules and parameters established by the card networks," she says.*

This is my first experience with a situation like this and so I'm far from an expert. But I'd stay positive and keep digging.

Posted by
23243 posts

money saving expert (also known as Martin Lewis -sold but still is the figurehead- ) is British. Married to his lockdown camera and producer, Lara Lewington, she of BBC Click fame.

The key might have been in the £ sign, and the fact that Section 75 is UK law.

Posted by
6 posts

Many, many thanks to Allan for sharing his research. We can appreciate that current times are tough for everyone associated with the travel industry, but the manner the Moores handled this situation has been unethical and deceitful. We wish all affected much success in their efforts to recover monies owed.