Due to the poor service of the Hajj tour, a sum of money was deducted from them. Is this action correct?

Question:
We return at the beginning of this episode to a message received by the program from one of our brother listeners. He says: "Fa-Nun-Ha. Our brother, we presented part of his message in a previous episode. In this meeting, he asks your Eminence, Shaykh Salih: 'While we were participating in a Hajj tour, we were surprised by the poor services they provided. We suffered many hardships, known only to Allah, due to deficiencies in the services. At that time, we also noticed deficiencies in the administrative aspects. A sum of three hundred riyals remained with me, which was the balance of my subscription with them, and I did not give it to them as a result of their modest services. My question is: Am I obligated to pay them the aforementioned amount? Or will my Hajj be incomplete if I do not pay it? May Allah reward you with good.'"

Answer:
In the name of Allah, the Most Gracious, the Most Merciful. Praise be to Allah, Lord of the worlds. May Allah send prayers and blessings upon our Prophet Muhammad, and upon his family and all his Companions. As for what follows, it is obligatory for the owners of the tours to provide for those with them, i.e., those who have contracted with them, to provide them with the requirements of the journey and the requirements of Hajj and 'Umrah in the best manner, as they promised them, and not to fall short in any of that. This is because it is obligatory upon them, and because these are the rights of created beings, for which they will be held accountable on the Day of Resurrection and punished for them, unless the owners of the rights permit them. It is a great responsibility. So the owners of the tours must clear their consciences from these great trusts they have undertaken. As for what the questioner mentioned, that he has a remaining amount of money that the owners of the tour had stipulated he should pay them, as part of the amount paid to the tour owners by the pilgrim or the one performing 'Umrah, and he has kept some of this amount with him, wanting to deduct it from them due to their negligence in their responsibility, this is a matter that requires consultation between you and the owners of the tour. You must consult with them. If you agree on something in this matter or otherwise, reconciliation is permissible among Muslims. However, keeping it without consultation with them and without settling accounts with them, this is not proper and is not permissible. Yes.