RE: *** AND *** *** From: Vacation Fulfillment
Thank you for allowing us the opportunity to respond to the issue at hand with The ***
We have pulled all of the calls between *** and our agentsI have expressed to the *** that we do not ever guarantee views or even exacts on the
units because they are always TBA and that is also on the credit card authorization that they sign and accept before they get charged or go on the vacationAS you will see from the portion of their credit card authorization it clearly states NO SPECIFIC ROOM ASSIGNMENTS OR REQUEST CAN BE GUARNTEED
I pulled the calls and I did hear the agent say to *** that she (***) could call the resort hours before they were due to arrive and request an ocean view but we do not control which unit that is up to the front desk at check in
The members are upset about the units being separated; yes we agree that is not what we reserved for themAgain that was not our doing that is the person checking them in that should have seen that and done it correctly the first time
Below you will see that when we booked and received confirmation form our vendor the units were in fact booked to be side by sideThe resort is the one that had the issue checking them in
I am unable to send you the full page of check in’s we had for that week that this came off because that is private information on other guest
I also have emails back and forth between our company and the resortNow there is a language barrier that can sometimes cause things to happenNot to say they don’t speak English, but they do have their own twist on it
The second week of their vacation was great there were no reported issues at allSo it is just the first days that they had the check in issues with the front desk
Regardless, these members had some issues on the first few days of their tripWe understand that and we would like to offer them a complimentary hot week to use over the next year, in addition we will waive their annual dues for the next year
This means they can use any hot week they find on our list they receive each Tuesday no matter if it is $or $we will book it at no cost to themThey will still be responsible for any of the additional fees imposed by the resort, but the actual booking of the unit will not be charged to them
In addition their annual dues are $per year and we will waive those for a full year so that they can continue to use the program without any additional upfront costThey will only pay if they book anything other than a hot week
We have been in business for over years and we are aware that no matter how much you reconfirm reservations there can be glitches from time to time
We do value each and every one of our 60,plus members and we would like to offer this to the *** so that they see we do care and they do matter to us
We appreciate you taking the time to inform us of the *** concerns and we look forward to this matter being resolved and the *** going on an AMAZING family vacation
Sincerely, *** *** ###-###-#### Ext
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of full refund would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I DO DISAGREE with the wording of "has used the membership." Any service over the phone was either past the time I needed to make the reservation, hours away from the destination or as in the case of the 299.00 cruise...the travel agent could not match what the certificate promised. I know of no 1st response and it was when I contacted the credit card company on Sept. 1st that a very quick response to my dissatisfaction came.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]. Thank you for your help and the representative who called was very nice and I am happy with the results
Thank you for bringing this matter to our attention.
We did send a response to the first complaint. However in the meantime she has been issued a full refund by the sales center.
While we disagree with her complaint and she has used the membership. The sales center felt to show her we do care...
about our reputation they are issuing a full refund.
This should fully resolve this issue completely and we look forward to our account being noted as such.
Thank you,
[redacted]
I or my family have now purchased 4 Subaru vehicles from North End Subaru and any issues that have come up (never anything big, just once an accessory listed on sticker was not in car) have always been handled appropriately. Never gimmicky or misleading pricing, but always feel like I got a fair price and excellent financing.
RE: *** AND *** *** From: Vacation Fulfillment
Thank you for allowing us the opportunity to respond to the issue at hand with The ***
We have pulled all of the calls between *** and our agentsI have expressed to the *** that we do not ever guarantee views or even exacts on the
units because they are always TBA and that is also on the credit card authorization that they sign and accept before they get charged or go on the vacationAS you will see from the portion of their credit card authorization it clearly states NO SPECIFIC ROOM ASSIGNMENTS OR REQUEST CAN BE GUARNTEED
I pulled the calls and I did hear the agent say to *** that she (***) could call the resort hours before they were due to arrive and request an ocean view but we do not control which unit that is up to the front desk at check in
The members are upset about the units being separated; yes we agree that is not what we reserved for themAgain that was not our doing that is the person checking them in that should have seen that and done it correctly the first time
Below you will see that when we booked and received confirmation form our vendor the units were in fact booked to be side by sideThe resort is the one that had the issue checking them in
I am unable to send you the full page of check in’s we had for that week that this came off because that is private information on other guest
I also have emails back and forth between our company and the resortNow there is a language barrier that can sometimes cause things to happenNot to say they don’t speak English, but they do have their own twist on it
The second week of their vacation was great there were no reported issues at allSo it is just the first days that they had the check in issues with the front desk
Regardless, these members had some issues on the first few days of their tripWe understand that and we would like to offer them a complimentary hot week to use over the next year, in addition we will waive their annual dues for the next year
This means they can use any hot week they find on our list they receive each Tuesday no matter if it is $or $we will book it at no cost to themThey will still be responsible for any of the additional fees imposed by the resort, but the actual booking of the unit will not be charged to them
In addition their annual dues are $per year and we will waive those for a full year so that they can continue to use the program without any additional upfront costThey will only pay if they book anything other than a hot week
We have been in business for over years and we are aware that no matter how much you reconfirm reservations there can be glitches from time to time
We do value each and every one of our 60,plus members and we would like to offer this to the *** so that they see we do care and they do matter to us
We appreciate you taking the time to inform us of the *** concerns and we look forward to this matter being resolved and the *** going on an AMAZING family vacation
Sincerely, *** *** ###-###-#### Ext
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of full refund would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I DO DISAGREE with the wording of "has used the membership." Any service over the phone was either past the time I needed to make the reservation, hours away from the destination or as in the case of the 299.00 cruise...the travel agent could not match what the certificate promised. I know of no 1st response and it was when I contacted the credit card company on Sept. 1st that a very quick response to my dissatisfaction came.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]. Thank you for your help and the representative who called was very nice and I am happy with the results
Thank you for bringing this matter to our attention.
We did send a response to the first complaint. However in the meantime she has been issued a full refund by the sales center.
While we disagree with her complaint and she has used the membership. The sales center felt to show her we do care...
about our reputation they are issuing a full refund.
This should fully resolve this issue completely and we look forward to our account being noted as such.
Thank you,
[redacted]
I or my family have now purchased 4 Subaru vehicles from North End Subaru and any issues that have come up (never anything big, just once an accessory listed on sticker was not in car) have always been handled appropriately. Never gimmicky or misleading pricing, but always feel like I got a fair price and excellent financing.