Initial Business Response /* (1000, 5, 2014/12/05) */
This letter is in response to the complaint submitted to the Revdex.com, regarding the vacation package with Branson Getaways for 4-days and 3-nights for ***
Mrs*** stated in her complained that she was under the impression
that Branson Getaways has a "money back guarantee" policy if our customers are unsatisfiedI listened to the recording and the confirmation manager, ***, did say "we guarantee our package" which means we would bring our customers back to Branson for freeThere was nothing said about we would refund money
Branson Getaways did make an effort to accommodate The *** to their satisfactionWe requested a king size room with a nice viewOn the recording *** clearly said "we will request those things for you but we can't guarantee it"Therefore, the king size room was never promised to Mrs*** at the time of saleIf Mrs*** would like to listen to the recording we would be more than happy to play it for herIt seems to us that Mrs*** wasn't happy about purchasing this vacation package from the beginningShe had a negative outlook on the vacation stating "what happens if this is a freaking nightmare?" We assured her she would be contacted within two weeks to check on her stayMrs*** was never told at any time money would be refunded if her stay was not up to her satisfaction
Branson Getaway's goal is to satisfy our customersWe offered Mrs*** to come to Branson a second time on us and stay at a different hotelMrs*** said she will think about it and would check hotel accommodationShe was supposed to call me back but instead we received this complaint
We understand we can't meet Mrs***'s expectations, therefore, we have decided to refund her *** However, we have no other choice than to wait for the credit card disputeThe matter of the refund is out of our hands until the credit card company decides the outcomeWe will also place Mrs*** on our "Never Call Again" list
Respectfully,
*** ***
Branson Getaways
Customer Care
Initial Business Response /* (1000, 14, 2016/10/25) */
Mr. [redacted] purchased a vacation package on 8/18/2016 for [redacted] that includes:
- 3-night stay at the [redacted] hotel
- 2 adults and 3 children tickets to [redacted] show
- $[redacted] cash gifting upon completion of a...
timeshare tour at our Host [redacted]
Everything was confirmed and recorded at the time of sale by the confirmation manager [redacted] with Mr. [redacted]
Mr. [redacted] contacted our office on several occasions. The first time he e-mailed us on 9/12/16 asking about his package. He stated he didn't receive it via e-mail. I informed him there is a possibility it went to his "spam" folder on 8/19/2016. I forwarded his Open Dated Certificate to his e-mail address again and he did find it in his "spam" folder this time. Mr. [redacted] did question his gifting. He stated he was supposed to receive 3 different gifts after attending a timeshare tour: [redacted] cash, Go Anywhere Certificate and a Cruise Certificate. I e-mailed him back and explained I listen to the recording and the confirmation manager confirmed one gifting of [redacted] cash. I explained he can choose one gift out of three choices and we would be happy to change that information in our system. I offered to play the recording over the phone for him. Mr. [redacted] contacted us on 9/28/2016 to request a full refund. I explained the vacation package was sold as non-refundable and it was disclosed at the time of sale. He never did listen to the recording. We are welcoming the opportunity to play the recording that was done at the time of sale with Mr. [redacted] Branson Getaways won't be able to refund [redacted] because everything was disclosed to Mr. [redacted] at the time of sale.
Respectfully,
[redacted]
Customer Care
Initial Business Response /* (1000, 5, 2014/11/06) */
Branson Getaways has contacted Mrs. [redacted] our Concierge Manager has spoke with the client and apologized for the circumstances that occurred while her family visited Branson. Branson Getaways is mailing her 3 [redacted] dinner...
certificates to the address listed above. Mrs. [redacted] stated that this resolved her issue and would be retracting this dispute. The dinner certificates will be mailed out Friday 11/72014.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the dinner certificates would be mailed out on Friday, 11/7. It is now Wednesday, 11/12 and I have not received them. I am not willing to resolve this until Branson Getaways makes good on their promise.
Final Business Response /* (4000, 9, 2014/11/14) */
Three Dinner Certificates were mailed out earlier this week from Corporate Office to the address that was provided by the customer:
3 [redacted] E
St. Charles, MO 63301.
We apologize for any inconvenience.
[redacted]
Customer Care
Initial Business Response /* (1000, 12, 2016/11/17) */
[redacted]Document Attached[redacted]
Branson Getaways would like to apologize for the delay in responding to Mrs. [redacted] complaint. We were unaware of this complaint until today due to an e-mail error.
On 6/6/2016 Mrs. [redacted] purchased a discounted...
vacation package for $[redacted] that includes:
*2 nights lodging in Branson, Missouri
*2 adult/s 0 child/s show tickets to [redacted] Show
*1 Guest Card book (coupon book)
*Go Anywhere Bonus Certificate and $[redacted] cash upon completion of the 2-hour tour of the host resort.
[redacted], the confirmation manager, did go over the vacation package with Mrs. [redacted] and he also explained at the time of sale both husband and wife must attend the presentation /tour in order to keep this promotional rate. The confirmation part of the sale was recorded and is available for review.
On 10/17/2016 Mrs. [redacted] contacted our reservation department to set her arrival date. She informed us her husband won't be traveling with her, she will be brining her daughter. At that time Mrs. [redacted] was reminded that her husband MUST attend the presentation/tour at our Host Resort. Mrs. [redacted] stated her husband has health issues. The reservationist did offer to put Mrs. [redacted] daughter as the primary on the vacation package as long as she meets the Host Resort qualifications for the presentation/tour and Mrs. [redacted] could travel to Branson as her guest. Mrs. [redacted] said she will talk to her daughter and will call us back. We haven't heard back from the [redacted] since then.
Mrs. [redacted] bought a non-refundable package and our policy was disclosed to her by [redacted], the confirmation manager, at the time of sale. Our company policy was also disclosed on the Open Dated Gift Certificate that was e-mailed to Mrs. [redacted] on 6/7/2016. Branson Getaways does not discriminate against anyone, however the resort has qualifications that must be met in order to qualify for a promotional package with a discounted rate.
Should you have questions or if I may be of additional assistance, please contact me at 1-800-335-8411 Ext [redacted] Monday through Friday 8 AM-4 PM CST.
[redacted]
Branson Getaways
Customer Care
Initial Business Response /* (1000, 6, 2016/12/09) */
Mr. [redacted] contacted our Reservations office yesterday after receiving his itinerary and resort policies and procedures stating he toured at [redacted] resort through another company last year. He stated he wasn't aware that the tour was with the...
[redacted] Resort at the time of sale. After listening to the recording [redacted], the confirmation manager, did state that our client will be touring at the [redacted] resort. On the recording Mr. [redacted] did not mention anything about touring at that facility within the last year. Branson Getaways tried to accommodate Mr. [redacted] by offering to cancel his reservations and place his vacation package on an Open Dated Certificate valid through December of 2018, to reduce package price to [redacted] (original package price), and to refund the additional [redacted] for the upgrades that Mr. [redacted] paid for at the time of sale.
This morning Branson Getaways contacted the Resort. With approval the resort will allow our client to tour this time. [redacted] contacted Mr. [redacted] and offered to re-instate his reservation. Mr. [redacted] informed us he has made other plans. After careful consideration Branson Getaways has refunded Mr. [redacted] remaining [redacted]
Respectfully,
Branson Getaways team.
Initial Business Response /* (1000, 15, 2016/07/28) */
I apologize for just now responding to the complaint. We had no record of it until today, 7/27/2016.
Mr. [redacted] bought a vacation package to Branson, MO for $169.00 on 5/6/2016.
Mr. [redacted] had filed a credit card dispute in June and...
Branson Getaways responded to it. Our corporate office had no contact from Mr. [redacted] in regards to his purchase until the dispute. Once Mr. [redacted] left a message on 6/26/16 stating he has been trying to get ahold of our company, I personally called Mr. [redacted] and left a message on his cell phone XXX-XXX-XXXX asking him to call me back at X-XXX-XXX-XXXX ext. 3003. Mr. [redacted] never called me back. On 7/9/2016 we received another dispute from Mr. [redacted]'s credit card company. Branson Getaways accepted the dispute on 7/10/2016. Therefore, Mr. [redacted] needs to contact his American Express to see when the funds will be released back to his account.
Once again we apologized for the delay in responding to the complaint. I would also like to apologize for our sales office in not responding to Mr. [redacted] phone messages.
Respectfully,
[redacted]
Branson Getaways
Customer Care
Initial Consumer Rebuttal /* (3000, 17, 2016/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept that after several months of calling, No call backs till it was claimed against the credit card and back and forth of them declining the refund, Even though they stated (I'm sure we can get those phone records) they would give us the opportunity to cancel if my wife was not interested, And after multiple bad reviews on different sites they did finally give me the refund. I feel this is a case that the Revdex.com needs to consider if the monthly payment made to them to get a Revdex.com accredited rating is worth their reputation. Yes Branson Getaways ultimately did give the refund but not until bad reviews and time spent disputing several times with my credit card company. I really feel like people need to be made aware that Branson getaways will make any promise to sell you a package with no intent to back up the promises made. I could say yes they gave the money back just forget it but does that help anyone else?
Final Business Response /* (4000, 19, 2016/08/01) */
Mr. [redacted] never contacted our Corporate Office regarding the refund that was discussed with our sales office. The 1-800 number to our Corporate office was provided to Mr. [redacted] at the time of sale. I do understand his frustration with the situation, had he contacted us at the corporate office we could have resolved all these issues without having to go to these measures. Once our Corporate office learned the details of the exceptions that were made for Mr.[redacted] at the time of sale we honored the refund by accepting the credit card dispute. Again I want to apologize to Mr. [redacted] that no one from our sales office returned his calls.
Respectfully,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
We would like to apologize to [redacted] for the misunderstandings. I do believe it was a miscommunication between the hotel, [redacted] and our Welcome Center staff. The $80.00 charge for the extra night was quoted by our Welcome Center staff without...
knowledge of the 3rd person in the room. [redacted] hotel charges $10.00 per night for additional people in the room. We will be refunding $20.00 back to [redacted]'s debit card.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did get back my $20. by them returning it to my debit card. They are being truthful about not knowing about the third person since she came in to the business with my daughter when we first arrived and I spoke about her to them also. My daughter and I shared one bed and she used the second bed. We were told when first reserving the package that up to 4 people were included in the room. No extra charge was ever mentioned . The package deal was set up knowing about the third person and we had discussed getting a third ticket for [redacted] for $25. When we realized later that [redacted] was not playing that week, I accepted the [redacted] as an alternative and told them I needed a third ticket for that, expecting to get a good discount. I was charged the full price of $54. for my guest to attend. I was surprised that no discount was given for her ticket. The $50. I got for attending the Time Share seminar didn't even cover that cost I had. All through the town there were 2 for 1 specials and coupons for discounts but I was charged as if there were no further discounts available. We did enjoy the show but my friend had already seen it before in Pigeon Fork in the past. I was led to believe many discounts would come with the card I got but it offered no discount that we could use. We did use some coupons that we picked up at the tourist info. I still feel dissatisfied. Glad they came through with the $20. They should have done that when I was standing there in their office.
Final Business Response /* (4000, 9, 2015/09/02) */
The vacation package was sold with 2 adults. The hotel fire code will allow up to 5 people in the room, however the hotel does charge for additional people in the room over 2 adults. I'm confused on where the $25.00 for the additional [redacted] ticket came from because our cost for Jonah is $47.99. We did give Ms. [redacted] the option of [redacted] because she chose to arrive during the time [redacted] is not performing. She chose to go to the [redacted] The additional ticket she purchased for $53.00 is our cost. I apologize if she feels this was not discounted enough, her vacation package she purchased for the 2 adults was at a significant discount and she knew at the time of sale she would be getting $50.00 cash.
The Branson Guest card book is great for savings if you use it, and it does have buy one get one free and discounts for shows, attractions and restaurants.
Branson Getaways did reinstate Ms. [redacted]'s vacation package at no additional charge when she checked in at our welcome center the following day after her arrival was scheduled. The reason our welcome center did not refund the $20.00 when Ms. [redacted] was in their face is because they have to get approval from the corporate office since Branson Getaways will be charged the $20.00 for the additional person in the room by the hotel.
I apologize Ms. [redacted] was not satisfied with her vacation package. I am not sure what she would like for resolution, she did use her vacation package. We will be happy to place Ms. [redacted] on our Do Not Call List.
Thank you!
Angie [redacted]
Operations Manager
Branson Getaways
X-XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I was presented with the package I was told that up to 4 people were included in the room. No mention of extra charges was ever made. The entire package was to include the full price of the "3 days 2 nights" and 2 tickets to [redacted] at the time I first made the purchase. I was told by the women on the phone , and I do have their names written down but not with me at this moment, that they could give us a discounted 3rd ticket for [redacted] for $25. They did say the calls were recorded so this should be verifiable. Since the third person could not travel at any other time, we chose the dates we did and because our schools had not started yet. When I found out that [redacted] was not on for that whole week that I had available, I was very disappointed and so I settled for the [redacted] show. With the Confederate flag debate so recent I was unsure if I would enjoy the show but we did have a good time in spite of the rest. I am definitely a Northerner at heart!. I was told that the hotel and the Getaways had availability to get discounted tickets for shows and did not expect to be charged the full price of a person who had just walked in off the street and knew nothing about how to save money. Of course we would have used the Guest card if it had any discount but it did not. As I stated before , the coupons found in public places around town were better than the Guide card. Since we could not have gotten to Branson any quicker due to traffic accidents tying up the highway for hours and since I had to drive through the night to get there, we did not have any use of the room the first night or the breakfasts or the pool. We decided to get the third night when it was offered for $80. The third person was known to the clerk there and we had her in the room at the Getaways offices. No mention of extra charges OR I would have declined and stayed elsewhere. We actually only had one breakfast there for 3 people so I don't see the justification for the extra charge. I have looked at many other hotels in the area since and none of them charge that high for 3 people. Some great deal! And I did not think the hotel was as advertised , not a resort but I was under the impression it was a fancy resort and I told that to my guests but it was just standard. I'm not naïve and I have stayed in many places and paid what was fair and I have researched the area for future reference and many nicer places have better facilities and prices. I won't forget the many crickets swimming with us in the pool either. I know it is a chronic problem and it was not fixed. I do want to be on your Do not call list as I won't use or recommend your company to anyone .I actually have warned friends to get their own rooms online and not waste time with the phoney "package deals" I resent the phrase " when Ms. [redacted] was in their face" For one thing she kept calling Mrs. [redacted] and I was offended at that since I specifically wrote Ms. Also I was not "in her face" I spoke to her in a calm tone of voice and lodged my complaint in a sincere way. I did not use any language that was not proper or loud. I did let her know that I did not appreciate her tone of voice to me and then as she answered the phone she was all cheery and friendly. Actually I was on my side of the counter and was cooperating with her request that I go back to my car to get the I.D. and Debit card so she could print me out a receipt. Writing this is taking me quite a long time of which I could have been doing something much more pleasant. It leaves a bad taste in my mouth to have had to report this as I wanted my vacation memories to be wonderful but this is just a fly in my ointment. The rest of Branson was great and I will return but not with their program at all. I feel sorry for those who did give in and buy those timeshares as there are liquidation centers on every corner of Branson for those who can't get rid of them. Thank you for considering this complaint. I hope in future they will think about making sure they actually state ahead of time all the hidden costs. If it was my business I would have cheerfully offered more compensation for the sake of good customer relations.
Initial Business Response /* (1000, 9, 2015/07/21) */
Branson Getaways responded to Case ID [redacted] (same complaint from the same client). Ms. [redacted] money was refunded on 7/17/2015 by Joyce after Ms. [redacted] called Joyce to give her the credit card number to be refunded.
Respectfully,...
Initial Business Response /* (1000, 5, 2016/11/28) */
[redacted] purchased an Open dated Certificate with our company on 3/11/2016. Our records show the [redacted]'s spoke with our reservations department on several occasions throughout the year over the phone and through e-mails. On 9/19/2016 Mr....
[redacted] spoke with me and asked to set their arrival dates for 12/9/16 (2-night stay). I did set it up and explained that within 2 days I will be e-mailing their confirmation itinerary to the e-mail address we have on file [redacted]@aol.com
The confirmation e-mail was sent out on 9/20/16. Branson Getaways has everything confirmed for our clients. Please see attached confirmation letter that was e-mailed to Mr. and Mrs. [redacted].
Respectfully,
[redacted]
Branson Getaways
Customer care
Initial Business Response /* (1000, 5, 2016/08/11) */
We, at Branson Getaways, have made an executive decision and feel it is in our best interest to refund Ms. [redacted] the $273.00 for her vacation certificate. Even through, [redacted] and [redacted] were completely honest with Ms. [redacted] at the time of...
sale when disclosing all qualifications and requirements for our vacation certificate. At no time did Shauna ever hang up on Ms. [redacted]. She was treated with the upmost respect and courtesy by Branson Getaways. The confirmation recording done at the time of sale was offered for Ms. [redacted] to review and it is also available for anyone with the Revdex.com to review.
Respectfully,
[redacted]
Customer Care
Branson Getaways
Initial Business Response /* (1000, 5, 2015/08/25) */
Mr. and Mrs. [redacted] purchased a Branson Getaways vacation package on 8/4/15. The vacation package includes 3 days 2 nights lodging at Grand Plaza hotel, 2 adult tickets to the Grand jubilee show, dinner for two at the Golden Coral, a Guest card...
coupon book and after the completion of a two hour timeshare presentation they would receive a bonus trip "Air Anywhere" which includes airfare. At no time during the sales call did [redacted] (the vacation coordinator) ever mention there would be airfare included to come to Branson. I apologize that Mr. and Mrs. [redacted] misunderstood the offer. We do have a confirmation recording which clearly gives the details of what the [redacted]'s purchased and this recording is available for the [redacted]'s to listen to or anyone with the Revdex.com if they would like to hear it.
Mr. [redacted] did call our corporate office on 8/19/15 and spoke with [redacted]. [redacted] did go over all details of the package with Mr. [redacted] and she let him know the airfare was ONLY with the bonus certificate. He said he must have misunderstood and thanked her and said he would call back with an arrival date. The following day Mr. [redacted] called again and spoke with [redacted] and she went over the same details again with him and this time he demanded his money back because they misunderstood and simply just didn't want it now. [redacted] explained the vacation packages are sold non-refundable and this was disclosed to him at the time of sale. He then wanted to speak to [redacted]'s manager so that is when I took over the phone conversation and tried to explain everything to Mr. [redacted] again. He didn't want to hear it and said I would give him his money back. I explained we stand behind our nonrefundable policy and I will not be able to refund his money. He said he was going to dispute the charge with his credit card company, I informed him that is his right by credit card regulations and we would be happy to respond.
Mr. and Mrs. [redacted] did receive everything that was sold to them by [redacted] at the time of sale. This sale is confirmed and approved by Mr. and Mrs. [redacted] on confirmation recording. I do apologize that they misunderstood the offer. Unfortunately, Branson Getaways would not still be in business after 18 years if we included airfare for two plus the two nights lodging, two show tickets, dinner for two, guest card book and a bonus trip to every client for only $299.00.
If Mr. and Mrs. [redacted] would like to use their Branson vacation making travel arrangement on their own, we will be happy to schedule their Branson vacation. Then once they have used their Branson trip and completed the presentation they will receive the bonus trip "Air Anywhere".
Respectfully,
[redacted]
Operations Manager
Branson Getaways
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Her response is partially right. It's accurate that I spoke to Joyce on 8/19 and that we misunderstood. The part where I told her I will call back with an arrival date is not, I said I needed to speak with my wife. Once my wife got home from work, I told her I called & was told the trip to Branson doesn't include airfare. She said yes it does, I wrote it down & she showed me her notes. She said if it doesn't include air, were not going & would of never bought it. I called back that same evening & had to leave a message because it was after 4pm. The message was that we thought the package included airfare & we would like them to refund the charge because of the misunderstanding. They didn't call me back until just after 3pm the next day to tell me they wouldn't refund, and yes I did get upset. I guess I just don't get it, they sold us something that we thought included air. I told them we couldn't go, even if it was a misunderstanding. Why would this company not want to do the right thing and refund the purchase? We haven't used anything of theirs, why would they want to keep the money if we can't go? They could refund this purchase if they want to do the right thing, they just don't want to which I think is terrible! How do they sleep at night taking advantage of people? Angie also makes it sound like she was pleasant to me in her response. When I told her I was going to dispute the charge & write the Revdex.com, her response was we will reply & won't refund you. She had no regard to what we were saying, just wanted to make sure we didn't get refunded is my impression. We want the charge refunded!
Final Business Response /* (4000, 9, 2015/08/27) */
Mr. [redacted] has stated he would be disputing the charge of $299.00 with his Credit Card Company, therefore this matter is out of our hands until the dispute is resolved.
Respectfully,
[redacted]
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company could just resolve this very easily if they are truly honest. Her statement kind of contradicts her 2nd statement about them being in business for how ever many years. If they can afford to give away numerous trips to Branson daily, they certainly can refund because the customer misunderstood. But no, when I spoke to them on the phone they were far from pleasant. They made it pretty clear that they were going to do what ever they needed to do to see I wasn't refunded. Maybe you should request all the recordings they have.
Initial Business Response /* (1000, 5, 2017/05/09) */
[redacted] called our corporate office this morning and asked for a supervisor. I took over the phone call and listened to [redacted], she was telling me her husband had a kidney transplant and his health is not well. She asked if she could have a...
refund and I explained the vacation packages are sold nonrefundable and her package was expired, therefore I would not be able to refund the $349.00. She then asked if she could have a partial refund, I explained again about our nonrefundable policy that was disclosed to her when she bought in 2013. The [redacted]'s vacation package expired in 2015. Our sales department gave her an additional year to use her vacation package upon purchase. We have spoken with [redacted] on several occasions regarding her vacation and her asking for extensions, we charge $25.00 for an extension on our vacation packages, however we have graciously waived the extension fee each and every time [redacted] has asked. When I spoke with [redacted] today I even offered her to gift her vacation to a friend or family member and she said she didn't have any friends or family to gift or sell it to. I apologized to [redacted], but did not just say "no" sorry! I offered her a solution of gifting the vacation because I cannot refund her money due to our nonrefundable policy and the fact the vacation gift certificate has expired... it was purchased in 2013. If [redacted] has a friend or family member that would like to use the vacation and they qualify, we will be happy to help her that way.
Respectfully,
[redacted]
Branson Getaways
Operations manager
XXX-XXX-XXXX
[redacted]@bransongetaways.com
Initial Consumer Rebuttal /* (3000, 8, 2017/05/17) */
Thank you for your response to my complaint with Branson Getaways.
I am NOT pleased with the results of my request of them for all or partial refund of the money they have used since 2013, that I paid them for services unused. That amount is $349.00 coupled with the interest on that amount that is in their account all this time.
I am so disappointed in Branson Getaways in their refusal to return any of the money I have paid in good faith to them.
How were my husband and I to know that he would have medical/health issues stemming from his kidney transplant which was done in June 2012 at the University of NE Medical Center in Omaha NE?
I can provide documentation of any or all of his medical records pertaining to this surgery and subsequent health related issues since the transplant.
Furthermore, we, as seniors, have no friends who we could gift or sell the Branson Getaways package to, as was indicated by the manager with whom I spoke last week.
It is disrespectful to senior citizens who can not, for medical reasons, make the trip to Branson for the package purchased, be penalized for our health or age related issues.
As May is "Older American's Month", it is my intention to seek advice and/or help from any and all legal organizations at my disposal to reopen this issue with Branson Getaways in order to regain my refund in either all or partial that is owed to me.
Initial Business Response /* (1000, 5, 2016/11/17) */
Ms. [redacted] visited our website and registered to win a free vacation to Branson, MO. The winner was already chosen for that month and Ms. [redacted] was contacted by our sales office and was offered a discounted vacation that includes the...
following:
*2-nights lodging at [redacted] Hotel
*2 adult tickets to [redacted] Show
*Discount coupon book that includes discounts to the theatres, restaurants, shopping, attractions, golfing and more
*5 day 5 night [redacted] certificate upon completion of the 2-hour promotional tour at our host Resort.
The confirmation of this purchase, which was recorded during the sale, is available for review. We will be more than happy to e-mail the confirmation recording to Ms. [redacted] or to the Revdex.com for their review to hear Ms. [redacted] approving the transaction on her [redacted] card. The vacation package offered to Ms. [redacted] was not free. The $[redacted] price was mentioned multiple times in the recording.
Branson Getaways has been in business for over 18 years and we have accommodated many vacations during that time. We understand there are other offers by different companies in Branson, MO that do not match our offers. We did not scam Ms. [redacted] out of her money. In fact, she currently has a vacation package with our company and we welcome the opportunity to provide services and accommodate her vacation needs.
Respectfully,
[redacted]
Branson Getaways
Customer Care.
Initial Business Response /* (1000, 5, 2016/08/24) */
Ms. [redacted] bought a vacation package from Branson Getaways on 10/3/2012. At the end of 2013 her vacation package expired. Throughout the years we made multiple attempts to accommodate Ms. McCaney's vacation needs. On 8/8/2016 Ms. [redacted]...
called to set her arrival date for September. Unfortunately, Ms. [redacted] no longer meets the qualification requirement to take a timeshare presentation. Our reservations department offered to qualify one of her guests for the timeshare presentation. However, our Host resort informed us they did not qualify either. Therefore, we are unable to honor this expired vacation certificate.
Respectfully,
[redacted]
Customer Care
Branson Getaways
Initial Consumer Rebuttal /* (3000, 7, 2016/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They had my address and phone number.When I purchased my package.They told me my vacation never expired.since they don't want honormyvacation.please ask them to send my money.298.00 they want me to purchase another package .I refused, I don't have money to give away [redacted] wants my family to go to a presentation.They turned down, my daughter that make over 50,00 a year, they turned her down,it's crazy, when we purchase, timeshare.me and family go in together,purchase together.we don't put a burden on one.person.
Final Business Response /* (4000, 9, 2016/08/26) */
The original Gift Certificate letter was e-mailed to Ms. [redacted] on 10/04/2012 showing the vacation package does have an expiration date and was valid through the end of 2013. Ms. [redacted] paid $249.00. Due to the vacation package being expired, the only way we can honor the vacation package is if Ms. [redacted] will transfer/gift her certificate to a single individual or a couple that would qualify by the resort to attend a timeshare presentation. [redacted] didn't qualify for the resort presentations, therefore, she tried to gift it to her daughters and based on resort qualifications our host resort didn't qualify either.
Respectfully,
[redacted]
Branson Getaways
Final Consumer Response /* (4200, 11, 2016/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept as the rules changed after the package was purchased prior to the new rules. They should be required to grant me my trip. I also 298. Not 249. Now I am being held accountable for being forced to their presentation since they made changes afterwards. I should not feel new rules applied to me as my package was purchased prior to their changes. To not lose the Package I had one of my daughter's to take over that does make 50k a year they said no credit check just have to make that amount and they disqualified my daughter as she was willing to provide a check stub so it's something they are looking for that they are lying about. Why do I have to be forced to do a presentation anyway. all I am askinf if they do not want to honor my package why did they let me buy it and since they want to be unfair and make new applied and grant the ok rules then give me my money back. Why should I have to lose my money over this as I don't have no one.to.gift it off to
Initial Business Response /* (1000, 5, 2016/04/26) */
The [redacted]'s did purchase a vacation package through Branson Getaways that required a presentation, we requested their presentation at Wyndham Vacation Resort, however, we received notification from Wyndham stating the [redacted]'s didn't qualify to...
take the presentation with their resort, therefore, we scheduled their presentation at Wastage Travel Club. The reason the [redacted]'s were disqualified at Westgate was not due to them touring there previously, the reason they were disqualified is because they bought into the Westgate program when they toured in January 2015. Guest are eligible to tour Westgate Travel Club every 12 months.
The [redacted]'s were e-mailed a confirmation letter in the beginning of March which disclosed the Westgate policies. On 4/12/16 our Welcome Center completed a courtesy call with [redacted]. At this time Charla, Welcome Center employee, did go over all Westgate policies and she did ask Mr. [redacted] if they owned with Westgate or any type of travel club.
Upon check in to our Welcome Center on 4/22/16 Mr. [redacted] signed and initialed an Acknowledgement of Receipt confirming he did not own with Westgate and doesn't own nor has ever owned a travel club membership. By signing the Acknowledgment of receipt Mr. [redacted] gave Branson Getaways permission to charge his credit card full retail value of their package. When the [redacted] were disqualified at Westgate for owning with them, they returned to our Welcome Center. At this time Daphne, Welcome Center employee, called her manager, [redacted] to see what options she could give the [redacted]'s. [redacted] explained they will have to pay the retail. Clients refused to pay it. [redacted] let them know she will have to cancel the 3rd night and the Dixie Stampede tickets. [redacted] called [redacted] back because the [redacted]'s were not happy with these options. [redacted] authorized for the [redacted]'s to stay the 3rd night at the hotel but for the price they paid of $199.00 Branson Getaways had to cancel the tickets. The [redacted]'s decided NOT to stay the 3rd night and go home.
Branson Getaways won't be able to refund $199.00 due to all the policies being disclosed and 2-nights lodging were used. We are faxing copies of our policies and procedures along with a copy of the signed Acknowledgment of Receipt to Revdex.com for review.
Respectfully,
[redacted]
Branson Getaways
Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The day we made our reservation we was informed we would be touring at wyndham. Which the reservations was made in february. 10 days prior to coming to Branson we received a phone call from Branson Getaways stating that our tour has changed but they did not give us a reason. We stated that we already toured at westgate and I stated we thought we could not tour there again. We do not own a membership at westgate , we simply bought a try it to see if you want to buy a membership. So us knowing that Branson Getaways considers that is a membership was not posted on anything that they had us sign. With there so called notes in there computer system that they should have to prove will state I noted that we toured there before and I questioned it from the beginning. They assured us everything was ok and that westgate even approved our tour. We get to westgate like we was suppose to and westgate told us that we did not qualify due to being there once before. So if we was approved to tour from which Branson Getaways stated then how is it that we didnt qualify. We feel like we was bait and hooked into a scam. After we left westgate to go to branson getaways to question everything, we was told they switched us due to not qualifying, so we asked how did we not qualify? Branson getaways could not at first give us a reason. Then the clerk at branson getaways eventually said we didnt qualify do to our credit , so we then asked how did they check our credit being we have not given them any information. Also we assure you our credit does qualify , we can finance anything we want if we wanted too. Last time I checked having a credit score of 790's you can pretty much get what you want. For her to tell us that I knew it was a scam. So yes they can try to blame us for it all but they are in the wrong !!!! I want something done about it.
Final Business Response /* (4000, 9, 2016/05/03) */
The vacation package was sold with a presentation at Wyndham Vacation Resort, however, Branson Getaways received notification from Wyndham that the [redacted]'s did not qualify for their presentation. We were not told as to why they did not qualify, that is why we scheduled their presentation with Westgate Resorts. There was clearly miscommunication between Branson Getaways, the [redacted]'s and Westgate Resort when qualifying them for the presentation. I understand now why the [redacted]'s didn't confirm they own with Westgate because they purchased a Trial Package the last time they toured there, however, Westgate "views" the Trial Package as ownership. Due to the misunderstandings with scheduling the presentation that is required with the vacation package, Branson Getaways will refund the [redacted]'s $199.00 minus the two nights used at Grand Oaks Hotel, in which we will give our rate for the hotel nights and not the walk up rate for Grand Oaks. The refund total will be $79.00. We do apologize for the miscommunications and will be happy to place the [redacted]'s on our do not call list.
Respectfully,
[redacted]
Final Consumer Response /* (4200, 11, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the offer , but I am still not satisfied. It was my first wedding anniversary, it was totally ruined by branson getaways miscommunication , not ours. We did not even stay at the Grand Oak Hotel we stayed at the Barrington. Everything else that I was suppose to receive was canceled. So my anniversary was ruined. We really feel that we are entitled to a full refund, Since we did everything we was suppose to do. We did not keep anything from branson getaways. The only thing we got out of it was 2 nights in a hotel, that if I was to stay in branson on my own dime it would not be at the barrington. We only stayed there due to it being our package that we paid for but got screwed out of. I am normally a calm person but we really feel like we was taken advantage of and it bothers us because we love branson and it left a bad taste in our mouths.
Initial Business Response /* (1000, 5, 2014/12/05) */
This letter is in response to the complaint submitted to the Revdex.com, regarding the vacation package with Branson Getaways for 4-days and 3-nights for ***
Mrs*** stated in her complained that she was under the impression
that Branson Getaways has a "money back guarantee" policy if our customers are unsatisfiedI listened to the recording and the confirmation manager, ***, did say "we guarantee our package" which means we would bring our customers back to Branson for freeThere was nothing said about we would refund money
Branson Getaways did make an effort to accommodate The *** to their satisfactionWe requested a king size room with a nice viewOn the recording *** clearly said "we will request those things for you but we can't guarantee it"Therefore, the king size room was never promised to Mrs*** at the time of saleIf Mrs*** would like to listen to the recording we would be more than happy to play it for herIt seems to us that Mrs*** wasn't happy about purchasing this vacation package from the beginningShe had a negative outlook on the vacation stating "what happens if this is a freaking nightmare?" We assured her she would be contacted within two weeks to check on her stayMrs*** was never told at any time money would be refunded if her stay was not up to her satisfaction
Branson Getaway's goal is to satisfy our customersWe offered Mrs*** to come to Branson a second time on us and stay at a different hotelMrs*** said she will think about it and would check hotel accommodationShe was supposed to call me back but instead we received this complaint
We understand we can't meet Mrs***'s expectations, therefore, we have decided to refund her *** However, we have no other choice than to wait for the credit card disputeThe matter of the refund is out of our hands until the credit card company decides the outcomeWe will also place Mrs*** on our "Never Call Again" list
Respectfully,
*** ***
Branson Getaways
Customer Care
Initial Business Response /* (1000, 14, 2016/10/25) */
Mr. [redacted] purchased a vacation package on 8/18/2016 for [redacted] that includes:
- 3-night stay at the [redacted] hotel
- 2 adults and 3 children tickets to [redacted] show
- $[redacted] cash gifting upon completion of a...
timeshare tour at our Host [redacted]
Everything was confirmed and recorded at the time of sale by the confirmation manager [redacted] with Mr. [redacted]
Mr. [redacted] contacted our office on several occasions. The first time he e-mailed us on 9/12/16 asking about his package. He stated he didn't receive it via e-mail. I informed him there is a possibility it went to his "spam" folder on 8/19/2016. I forwarded his Open Dated Certificate to his e-mail address again and he did find it in his "spam" folder this time. Mr. [redacted] did question his gifting. He stated he was supposed to receive 3 different gifts after attending a timeshare tour: [redacted] cash, Go Anywhere Certificate and a Cruise Certificate. I e-mailed him back and explained I listen to the recording and the confirmation manager confirmed one gifting of [redacted] cash. I explained he can choose one gift out of three choices and we would be happy to change that information in our system. I offered to play the recording over the phone for him. Mr. [redacted] contacted us on 9/28/2016 to request a full refund. I explained the vacation package was sold as non-refundable and it was disclosed at the time of sale. He never did listen to the recording. We are welcoming the opportunity to play the recording that was done at the time of sale with Mr. [redacted] Branson Getaways won't be able to refund [redacted] because everything was disclosed to Mr. [redacted] at the time of sale.
Respectfully,
[redacted]
Customer Care
Initial Business Response /* (1000, 5, 2014/11/06) */
Branson Getaways has contacted Mrs. [redacted] our Concierge Manager has spoke with the client and apologized for the circumstances that occurred while her family visited Branson. Branson Getaways is mailing her 3 [redacted] dinner...
certificates to the address listed above. Mrs. [redacted] stated that this resolved her issue and would be retracting this dispute. The dinner certificates will be mailed out Friday 11/72014.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the dinner certificates would be mailed out on Friday, 11/7. It is now Wednesday, 11/12 and I have not received them. I am not willing to resolve this until Branson Getaways makes good on their promise.
Final Business Response /* (4000, 9, 2014/11/14) */
Three Dinner Certificates were mailed out earlier this week from Corporate Office to the address that was provided by the customer:
3 [redacted] E
St. Charles, MO 63301.
We apologize for any inconvenience.
[redacted]
Customer Care
Initial Business Response /* (1000, 12, 2016/11/17) */
[redacted]Document Attached[redacted]
Branson Getaways would like to apologize for the delay in responding to Mrs. [redacted] complaint. We were unaware of this complaint until today due to an e-mail error.
On 6/6/2016 Mrs. [redacted] purchased a discounted...
vacation package for $[redacted] that includes:
*2 nights lodging in Branson, Missouri
*2 adult/s 0 child/s show tickets to [redacted] Show
*1 Guest Card book (coupon book)
*Go Anywhere Bonus Certificate and $[redacted] cash upon completion of the 2-hour tour of the host resort.
[redacted], the confirmation manager, did go over the vacation package with Mrs. [redacted] and he also explained at the time of sale both husband and wife must attend the presentation /tour in order to keep this promotional rate. The confirmation part of the sale was recorded and is available for review.
On 10/17/2016 Mrs. [redacted] contacted our reservation department to set her arrival date. She informed us her husband won't be traveling with her, she will be brining her daughter. At that time Mrs. [redacted] was reminded that her husband MUST attend the presentation/tour at our Host Resort. Mrs. [redacted] stated her husband has health issues. The reservationist did offer to put Mrs. [redacted] daughter as the primary on the vacation package as long as she meets the Host Resort qualifications for the presentation/tour and Mrs. [redacted] could travel to Branson as her guest. Mrs. [redacted] said she will talk to her daughter and will call us back. We haven't heard back from the [redacted] since then.
Mrs. [redacted] bought a non-refundable package and our policy was disclosed to her by [redacted], the confirmation manager, at the time of sale. Our company policy was also disclosed on the Open Dated Gift Certificate that was e-mailed to Mrs. [redacted] on 6/7/2016. Branson Getaways does not discriminate against anyone, however the resort has qualifications that must be met in order to qualify for a promotional package with a discounted rate.
Should you have questions or if I may be of additional assistance, please contact me at 1-800-335-8411 Ext [redacted] Monday through Friday 8 AM-4 PM CST.
[redacted]
Branson Getaways
Customer Care
Initial Business Response /* (1000, 6, 2016/12/09) */
Mr. [redacted] contacted our Reservations office yesterday after receiving his itinerary and resort policies and procedures stating he toured at [redacted] resort through another company last year. He stated he wasn't aware that the tour was with the...
[redacted] Resort at the time of sale. After listening to the recording [redacted], the confirmation manager, did state that our client will be touring at the [redacted] resort. On the recording Mr. [redacted] did not mention anything about touring at that facility within the last year. Branson Getaways tried to accommodate Mr. [redacted] by offering to cancel his reservations and place his vacation package on an Open Dated Certificate valid through December of 2018, to reduce package price to [redacted] (original package price), and to refund the additional [redacted] for the upgrades that Mr. [redacted] paid for at the time of sale.
This morning Branson Getaways contacted the Resort. With approval the resort will allow our client to tour this time. [redacted] contacted Mr. [redacted] and offered to re-instate his reservation. Mr. [redacted] informed us he has made other plans. After careful consideration Branson Getaways has refunded Mr. [redacted] remaining [redacted]
Respectfully,
Branson Getaways team.
Initial Business Response /* (1000, 15, 2016/07/28) */
I apologize for just now responding to the complaint. We had no record of it until today, 7/27/2016.
Mr. [redacted] bought a vacation package to Branson, MO for $169.00 on 5/6/2016.
Mr. [redacted] had filed a credit card dispute in June and...
Branson Getaways responded to it. Our corporate office had no contact from Mr. [redacted] in regards to his purchase until the dispute. Once Mr. [redacted] left a message on 6/26/16 stating he has been trying to get ahold of our company, I personally called Mr. [redacted] and left a message on his cell phone XXX-XXX-XXXX asking him to call me back at X-XXX-XXX-XXXX ext. 3003. Mr. [redacted] never called me back. On 7/9/2016 we received another dispute from Mr. [redacted]'s credit card company. Branson Getaways accepted the dispute on 7/10/2016. Therefore, Mr. [redacted] needs to contact his American Express to see when the funds will be released back to his account.
Once again we apologized for the delay in responding to the complaint. I would also like to apologize for our sales office in not responding to Mr. [redacted] phone messages.
Respectfully,
[redacted]
Branson Getaways
Customer Care
Initial Consumer Rebuttal /* (3000, 17, 2016/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept that after several months of calling, No call backs till it was claimed against the credit card and back and forth of them declining the refund, Even though they stated (I'm sure we can get those phone records) they would give us the opportunity to cancel if my wife was not interested, And after multiple bad reviews on different sites they did finally give me the refund. I feel this is a case that the Revdex.com needs to consider if the monthly payment made to them to get a Revdex.com accredited rating is worth their reputation. Yes Branson Getaways ultimately did give the refund but not until bad reviews and time spent disputing several times with my credit card company. I really feel like people need to be made aware that Branson getaways will make any promise to sell you a package with no intent to back up the promises made. I could say yes they gave the money back just forget it but does that help anyone else?
Final Business Response /* (4000, 19, 2016/08/01) */
Mr. [redacted] never contacted our Corporate Office regarding the refund that was discussed with our sales office. The 1-800 number to our Corporate office was provided to Mr. [redacted] at the time of sale. I do understand his frustration with the situation, had he contacted us at the corporate office we could have resolved all these issues without having to go to these measures. Once our Corporate office learned the details of the exceptions that were made for Mr.[redacted] at the time of sale we honored the refund by accepting the credit card dispute. Again I want to apologize to Mr. [redacted] that no one from our sales office returned his calls.
Respectfully,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/28) */
We would like to apologize to [redacted] for the misunderstandings. I do believe it was a miscommunication between the hotel, [redacted] and our Welcome Center staff. The $80.00 charge for the extra night was quoted by our Welcome Center staff without...
knowledge of the 3rd person in the room. [redacted] hotel charges $10.00 per night for additional people in the room. We will be refunding $20.00 back to [redacted]'s debit card.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did get back my $20. by them returning it to my debit card. They are being truthful about not knowing about the third person since she came in to the business with my daughter when we first arrived and I spoke about her to them also. My daughter and I shared one bed and she used the second bed. We were told when first reserving the package that up to 4 people were included in the room. No extra charge was ever mentioned . The package deal was set up knowing about the third person and we had discussed getting a third ticket for [redacted] for $25. When we realized later that [redacted] was not playing that week, I accepted the [redacted] as an alternative and told them I needed a third ticket for that, expecting to get a good discount. I was charged the full price of $54. for my guest to attend. I was surprised that no discount was given for her ticket. The $50. I got for attending the Time Share seminar didn't even cover that cost I had. All through the town there were 2 for 1 specials and coupons for discounts but I was charged as if there were no further discounts available. We did enjoy the show but my friend had already seen it before in Pigeon Fork in the past. I was led to believe many discounts would come with the card I got but it offered no discount that we could use. We did use some coupons that we picked up at the tourist info. I still feel dissatisfied. Glad they came through with the $20. They should have done that when I was standing there in their office.
Final Business Response /* (4000, 9, 2015/09/02) */
The vacation package was sold with 2 adults. The hotel fire code will allow up to 5 people in the room, however the hotel does charge for additional people in the room over 2 adults. I'm confused on where the $25.00 for the additional [redacted] ticket came from because our cost for Jonah is $47.99. We did give Ms. [redacted] the option of [redacted] because she chose to arrive during the time [redacted] is not performing. She chose to go to the [redacted] The additional ticket she purchased for $53.00 is our cost. I apologize if she feels this was not discounted enough, her vacation package she purchased for the 2 adults was at a significant discount and she knew at the time of sale she would be getting $50.00 cash.
The Branson Guest card book is great for savings if you use it, and it does have buy one get one free and discounts for shows, attractions and restaurants.
Branson Getaways did reinstate Ms. [redacted]'s vacation package at no additional charge when she checked in at our welcome center the following day after her arrival was scheduled. The reason our welcome center did not refund the $20.00 when Ms. [redacted] was in their face is because they have to get approval from the corporate office since Branson Getaways will be charged the $20.00 for the additional person in the room by the hotel.
I apologize Ms. [redacted] was not satisfied with her vacation package. I am not sure what she would like for resolution, she did use her vacation package. We will be happy to place Ms. [redacted] on our Do Not Call List.
Thank you!
Angie [redacted]
Operations Manager
Branson Getaways
X-XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I was presented with the package I was told that up to 4 people were included in the room. No mention of extra charges was ever made. The entire package was to include the full price of the "3 days 2 nights" and 2 tickets to [redacted] at the time I first made the purchase. I was told by the women on the phone , and I do have their names written down but not with me at this moment, that they could give us a discounted 3rd ticket for [redacted] for $25. They did say the calls were recorded so this should be verifiable. Since the third person could not travel at any other time, we chose the dates we did and because our schools had not started yet. When I found out that [redacted] was not on for that whole week that I had available, I was very disappointed and so I settled for the [redacted] show. With the Confederate flag debate so recent I was unsure if I would enjoy the show but we did have a good time in spite of the rest. I am definitely a Northerner at heart!. I was told that the hotel and the Getaways had availability to get discounted tickets for shows and did not expect to be charged the full price of a person who had just walked in off the street and knew nothing about how to save money. Of course we would have used the Guest card if it had any discount but it did not. As I stated before , the coupons found in public places around town were better than the Guide card. Since we could not have gotten to Branson any quicker due to traffic accidents tying up the highway for hours and since I had to drive through the night to get there, we did not have any use of the room the first night or the breakfasts or the pool. We decided to get the third night when it was offered for $80. The third person was known to the clerk there and we had her in the room at the Getaways offices. No mention of extra charges OR I would have declined and stayed elsewhere. We actually only had one breakfast there for 3 people so I don't see the justification for the extra charge. I have looked at many other hotels in the area since and none of them charge that high for 3 people. Some great deal! And I did not think the hotel was as advertised , not a resort but I was under the impression it was a fancy resort and I told that to my guests but it was just standard. I'm not naïve and I have stayed in many places and paid what was fair and I have researched the area for future reference and many nicer places have better facilities and prices. I won't forget the many crickets swimming with us in the pool either. I know it is a chronic problem and it was not fixed. I do want to be on your Do not call list as I won't use or recommend your company to anyone .I actually have warned friends to get their own rooms online and not waste time with the phoney "package deals" I resent the phrase " when Ms. [redacted] was in their face" For one thing she kept calling Mrs. [redacted] and I was offended at that since I specifically wrote Ms. Also I was not "in her face" I spoke to her in a calm tone of voice and lodged my complaint in a sincere way. I did not use any language that was not proper or loud. I did let her know that I did not appreciate her tone of voice to me and then as she answered the phone she was all cheery and friendly. Actually I was on my side of the counter and was cooperating with her request that I go back to my car to get the I.D. and Debit card so she could print me out a receipt. Writing this is taking me quite a long time of which I could have been doing something much more pleasant. It leaves a bad taste in my mouth to have had to report this as I wanted my vacation memories to be wonderful but this is just a fly in my ointment. The rest of Branson was great and I will return but not with their program at all. I feel sorry for those who did give in and buy those timeshares as there are liquidation centers on every corner of Branson for those who can't get rid of them. Thank you for considering this complaint. I hope in future they will think about making sure they actually state ahead of time all the hidden costs. If it was my business I would have cheerfully offered more compensation for the sake of good customer relations.
Initial Business Response /* (1000, 9, 2015/07/21) */
Branson Getaways responded to Case ID [redacted] (same complaint from the same client). Ms. [redacted] money was refunded on 7/17/2015 by Joyce after Ms. [redacted] called Joyce to give her the credit card number to be refunded.
Respectfully,...
Anastasia [redacted]
Branson Getaways
Initial Business Response /* (1000, 5, 2016/11/28) */
[redacted] purchased an Open dated Certificate with our company on 3/11/2016. Our records show the [redacted]'s spoke with our reservations department on several occasions throughout the year over the phone and through e-mails. On 9/19/2016 Mr....
[redacted] spoke with me and asked to set their arrival dates for 12/9/16 (2-night stay). I did set it up and explained that within 2 days I will be e-mailing their confirmation itinerary to the e-mail address we have on file [redacted]@aol.com
The confirmation e-mail was sent out on 9/20/16. Branson Getaways has everything confirmed for our clients. Please see attached confirmation letter that was e-mailed to Mr. and Mrs. [redacted].
Respectfully,
[redacted]
Branson Getaways
Customer care
Initial Business Response /* (1000, 5, 2016/08/11) */
We, at Branson Getaways, have made an executive decision and feel it is in our best interest to refund Ms. [redacted] the $273.00 for her vacation certificate. Even through, [redacted] and [redacted] were completely honest with Ms. [redacted] at the time of...
sale when disclosing all qualifications and requirements for our vacation certificate. At no time did Shauna ever hang up on Ms. [redacted]. She was treated with the upmost respect and courtesy by Branson Getaways. The confirmation recording done at the time of sale was offered for Ms. [redacted] to review and it is also available for anyone with the Revdex.com to review.
Respectfully,
[redacted]
Customer Care
Branson Getaways
Initial Business Response /* (1000, 5, 2015/08/25) */
Mr. and Mrs. [redacted] purchased a Branson Getaways vacation package on 8/4/15. The vacation package includes 3 days 2 nights lodging at Grand Plaza hotel, 2 adult tickets to the Grand jubilee show, dinner for two at the Golden Coral, a Guest card...
coupon book and after the completion of a two hour timeshare presentation they would receive a bonus trip "Air Anywhere" which includes airfare. At no time during the sales call did [redacted] (the vacation coordinator) ever mention there would be airfare included to come to Branson. I apologize that Mr. and Mrs. [redacted] misunderstood the offer. We do have a confirmation recording which clearly gives the details of what the [redacted]'s purchased and this recording is available for the [redacted]'s to listen to or anyone with the Revdex.com if they would like to hear it.
Mr. [redacted] did call our corporate office on 8/19/15 and spoke with [redacted]. [redacted] did go over all details of the package with Mr. [redacted] and she let him know the airfare was ONLY with the bonus certificate. He said he must have misunderstood and thanked her and said he would call back with an arrival date. The following day Mr. [redacted] called again and spoke with [redacted] and she went over the same details again with him and this time he demanded his money back because they misunderstood and simply just didn't want it now. [redacted] explained the vacation packages are sold non-refundable and this was disclosed to him at the time of sale. He then wanted to speak to [redacted]'s manager so that is when I took over the phone conversation and tried to explain everything to Mr. [redacted] again. He didn't want to hear it and said I would give him his money back. I explained we stand behind our nonrefundable policy and I will not be able to refund his money. He said he was going to dispute the charge with his credit card company, I informed him that is his right by credit card regulations and we would be happy to respond.
Mr. and Mrs. [redacted] did receive everything that was sold to them by [redacted] at the time of sale. This sale is confirmed and approved by Mr. and Mrs. [redacted] on confirmation recording. I do apologize that they misunderstood the offer. Unfortunately, Branson Getaways would not still be in business after 18 years if we included airfare for two plus the two nights lodging, two show tickets, dinner for two, guest card book and a bonus trip to every client for only $299.00.
If Mr. and Mrs. [redacted] would like to use their Branson vacation making travel arrangement on their own, we will be happy to schedule their Branson vacation. Then once they have used their Branson trip and completed the presentation they will receive the bonus trip "Air Anywhere".
Respectfully,
[redacted]
Operations Manager
Branson Getaways
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Her response is partially right. It's accurate that I spoke to Joyce on 8/19 and that we misunderstood. The part where I told her I will call back with an arrival date is not, I said I needed to speak with my wife. Once my wife got home from work, I told her I called & was told the trip to Branson doesn't include airfare. She said yes it does, I wrote it down & she showed me her notes. She said if it doesn't include air, were not going & would of never bought it. I called back that same evening & had to leave a message because it was after 4pm. The message was that we thought the package included airfare & we would like them to refund the charge because of the misunderstanding. They didn't call me back until just after 3pm the next day to tell me they wouldn't refund, and yes I did get upset. I guess I just don't get it, they sold us something that we thought included air. I told them we couldn't go, even if it was a misunderstanding. Why would this company not want to do the right thing and refund the purchase? We haven't used anything of theirs, why would they want to keep the money if we can't go? They could refund this purchase if they want to do the right thing, they just don't want to which I think is terrible! How do they sleep at night taking advantage of people? Angie also makes it sound like she was pleasant to me in her response. When I told her I was going to dispute the charge & write the Revdex.com, her response was we will reply & won't refund you. She had no regard to what we were saying, just wanted to make sure we didn't get refunded is my impression. We want the charge refunded!
Final Business Response /* (4000, 9, 2015/08/27) */
Mr. [redacted] has stated he would be disputing the charge of $299.00 with his Credit Card Company, therefore this matter is out of our hands until the dispute is resolved.
Respectfully,
[redacted]
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company could just resolve this very easily if they are truly honest. Her statement kind of contradicts her 2nd statement about them being in business for how ever many years. If they can afford to give away numerous trips to Branson daily, they certainly can refund because the customer misunderstood. But no, when I spoke to them on the phone they were far from pleasant. They made it pretty clear that they were going to do what ever they needed to do to see I wasn't refunded. Maybe you should request all the recordings they have.
Initial Business Response /* (1000, 5, 2017/05/09) */
[redacted] called our corporate office this morning and asked for a supervisor. I took over the phone call and listened to [redacted], she was telling me her husband had a kidney transplant and his health is not well. She asked if she could have a...
refund and I explained the vacation packages are sold nonrefundable and her package was expired, therefore I would not be able to refund the $349.00. She then asked if she could have a partial refund, I explained again about our nonrefundable policy that was disclosed to her when she bought in 2013. The [redacted]'s vacation package expired in 2015. Our sales department gave her an additional year to use her vacation package upon purchase. We have spoken with [redacted] on several occasions regarding her vacation and her asking for extensions, we charge $25.00 for an extension on our vacation packages, however we have graciously waived the extension fee each and every time [redacted] has asked. When I spoke with [redacted] today I even offered her to gift her vacation to a friend or family member and she said she didn't have any friends or family to gift or sell it to. I apologized to [redacted], but did not just say "no" sorry! I offered her a solution of gifting the vacation because I cannot refund her money due to our nonrefundable policy and the fact the vacation gift certificate has expired... it was purchased in 2013. If [redacted] has a friend or family member that would like to use the vacation and they qualify, we will be happy to help her that way.
Respectfully,
[redacted]
Branson Getaways
Operations manager
XXX-XXX-XXXX
[redacted]@bransongetaways.com
Initial Consumer Rebuttal /* (3000, 8, 2017/05/17) */
Thank you for your response to my complaint with Branson Getaways.
I am NOT pleased with the results of my request of them for all or partial refund of the money they have used since 2013, that I paid them for services unused. That amount is $349.00 coupled with the interest on that amount that is in their account all this time.
I am so disappointed in Branson Getaways in their refusal to return any of the money I have paid in good faith to them.
How were my husband and I to know that he would have medical/health issues stemming from his kidney transplant which was done in June 2012 at the University of NE Medical Center in Omaha NE?
I can provide documentation of any or all of his medical records pertaining to this surgery and subsequent health related issues since the transplant.
Furthermore, we, as seniors, have no friends who we could gift or sell the Branson Getaways package to, as was indicated by the manager with whom I spoke last week.
It is disrespectful to senior citizens who can not, for medical reasons, make the trip to Branson for the package purchased, be penalized for our health or age related issues.
As May is "Older American's Month", it is my intention to seek advice and/or help from any and all legal organizations at my disposal to reopen this issue with Branson Getaways in order to regain my refund in either all or partial that is owed to me.
Thank you for your service,
[redacted]
cc. [redacted]
Initial Business Response /* (1000, 5, 2016/11/17) */
Ms. [redacted] visited our website and registered to win a free vacation to Branson, MO. The winner was already chosen for that month and Ms. [redacted] was contacted by our sales office and was offered a discounted vacation that includes the...
following:
*2-nights lodging at [redacted] Hotel
*2 adult tickets to [redacted] Show
*Discount coupon book that includes discounts to the theatres, restaurants, shopping, attractions, golfing and more
*5 day 5 night [redacted] certificate upon completion of the 2-hour promotional tour at our host Resort.
The confirmation of this purchase, which was recorded during the sale, is available for review. We will be more than happy to e-mail the confirmation recording to Ms. [redacted] or to the Revdex.com for their review to hear Ms. [redacted] approving the transaction on her [redacted] card. The vacation package offered to Ms. [redacted] was not free. The $[redacted] price was mentioned multiple times in the recording.
Branson Getaways has been in business for over 18 years and we have accommodated many vacations during that time. We understand there are other offers by different companies in Branson, MO that do not match our offers. We did not scam Ms. [redacted] out of her money. In fact, she currently has a vacation package with our company and we welcome the opportunity to provide services and accommodate her vacation needs.
Respectfully,
[redacted]
Branson Getaways
Customer Care.
Initial Business Response /* (1000, 5, 2016/08/24) */
Ms. [redacted] bought a vacation package from Branson Getaways on 10/3/2012. At the end of 2013 her vacation package expired. Throughout the years we made multiple attempts to accommodate Ms. McCaney's vacation needs. On 8/8/2016 Ms. [redacted]...
called to set her arrival date for September. Unfortunately, Ms. [redacted] no longer meets the qualification requirement to take a timeshare presentation. Our reservations department offered to qualify one of her guests for the timeshare presentation. However, our Host resort informed us they did not qualify either. Therefore, we are unable to honor this expired vacation certificate.
Respectfully,
[redacted]
Customer Care
Branson Getaways
Initial Consumer Rebuttal /* (3000, 7, 2016/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They had my address and phone number.When I purchased my package.They told me my vacation never expired.since they don't want honormyvacation.please ask them to send my money.298.00 they want me to purchase another package .I refused, I don't have money to give away [redacted] wants my family to go to a presentation.They turned down, my daughter that make over 50,00 a year, they turned her down,it's crazy, when we purchase, timeshare.me and family go in together,purchase together.we don't put a burden on one.person.
Final Business Response /* (4000, 9, 2016/08/26) */
The original Gift Certificate letter was e-mailed to Ms. [redacted] on 10/04/2012 showing the vacation package does have an expiration date and was valid through the end of 2013. Ms. [redacted] paid $249.00. Due to the vacation package being expired, the only way we can honor the vacation package is if Ms. [redacted] will transfer/gift her certificate to a single individual or a couple that would qualify by the resort to attend a timeshare presentation. [redacted] didn't qualify for the resort presentations, therefore, she tried to gift it to her daughters and based on resort qualifications our host resort didn't qualify either.
Respectfully,
[redacted]
Branson Getaways
Final Consumer Response /* (4200, 11, 2016/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept as the rules changed after the package was purchased prior to the new rules. They should be required to grant me my trip. I also 298. Not 249. Now I am being held accountable for being forced to their presentation since they made changes afterwards. I should not feel new rules applied to me as my package was purchased prior to their changes. To not lose the Package I had one of my daughter's to take over that does make 50k a year they said no credit check just have to make that amount and they disqualified my daughter as she was willing to provide a check stub so it's something they are looking for that they are lying about. Why do I have to be forced to do a presentation anyway. all I am askinf if they do not want to honor my package why did they let me buy it and since they want to be unfair and make new applied and grant the ok rules then give me my money back. Why should I have to lose my money over this as I don't have no one.to.gift it off to
Initial Business Response /* (1000, 5, 2016/04/26) */
The [redacted]'s did purchase a vacation package through Branson Getaways that required a presentation, we requested their presentation at Wyndham Vacation Resort, however, we received notification from Wyndham stating the [redacted]'s didn't qualify to...
take the presentation with their resort, therefore, we scheduled their presentation at Wastage Travel Club. The reason the [redacted]'s were disqualified at Westgate was not due to them touring there previously, the reason they were disqualified is because they bought into the Westgate program when they toured in January 2015. Guest are eligible to tour Westgate Travel Club every 12 months.
The [redacted]'s were e-mailed a confirmation letter in the beginning of March which disclosed the Westgate policies. On 4/12/16 our Welcome Center completed a courtesy call with [redacted]. At this time Charla, Welcome Center employee, did go over all Westgate policies and she did ask Mr. [redacted] if they owned with Westgate or any type of travel club.
Upon check in to our Welcome Center on 4/22/16 Mr. [redacted] signed and initialed an Acknowledgement of Receipt confirming he did not own with Westgate and doesn't own nor has ever owned a travel club membership. By signing the Acknowledgment of receipt Mr. [redacted] gave Branson Getaways permission to charge his credit card full retail value of their package. When the [redacted] were disqualified at Westgate for owning with them, they returned to our Welcome Center. At this time Daphne, Welcome Center employee, called her manager, [redacted] to see what options she could give the [redacted]'s. [redacted] explained they will have to pay the retail. Clients refused to pay it. [redacted] let them know she will have to cancel the 3rd night and the Dixie Stampede tickets. [redacted] called [redacted] back because the [redacted]'s were not happy with these options. [redacted] authorized for the [redacted]'s to stay the 3rd night at the hotel but for the price they paid of $199.00 Branson Getaways had to cancel the tickets. The [redacted]'s decided NOT to stay the 3rd night and go home.
Branson Getaways won't be able to refund $199.00 due to all the policies being disclosed and 2-nights lodging were used. We are faxing copies of our policies and procedures along with a copy of the signed Acknowledgment of Receipt to Revdex.com for review.
Respectfully,
[redacted]
Branson Getaways
Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The day we made our reservation we was informed we would be touring at wyndham. Which the reservations was made in february. 10 days prior to coming to Branson we received a phone call from Branson Getaways stating that our tour has changed but they did not give us a reason. We stated that we already toured at westgate and I stated we thought we could not tour there again. We do not own a membership at westgate , we simply bought a try it to see if you want to buy a membership. So us knowing that Branson Getaways considers that is a membership was not posted on anything that they had us sign. With there so called notes in there computer system that they should have to prove will state I noted that we toured there before and I questioned it from the beginning. They assured us everything was ok and that westgate even approved our tour. We get to westgate like we was suppose to and westgate told us that we did not qualify due to being there once before. So if we was approved to tour from which Branson Getaways stated then how is it that we didnt qualify. We feel like we was bait and hooked into a scam. After we left westgate to go to branson getaways to question everything, we was told they switched us due to not qualifying, so we asked how did we not qualify? Branson getaways could not at first give us a reason. Then the clerk at branson getaways eventually said we didnt qualify do to our credit , so we then asked how did they check our credit being we have not given them any information. Also we assure you our credit does qualify , we can finance anything we want if we wanted too. Last time I checked having a credit score of 790's you can pretty much get what you want. For her to tell us that I knew it was a scam. So yes they can try to blame us for it all but they are in the wrong !!!! I want something done about it.
Final Business Response /* (4000, 9, 2016/05/03) */
The vacation package was sold with a presentation at Wyndham Vacation Resort, however, Branson Getaways received notification from Wyndham that the [redacted]'s did not qualify for their presentation. We were not told as to why they did not qualify, that is why we scheduled their presentation with Westgate Resorts. There was clearly miscommunication between Branson Getaways, the [redacted]'s and Westgate Resort when qualifying them for the presentation. I understand now why the [redacted]'s didn't confirm they own with Westgate because they purchased a Trial Package the last time they toured there, however, Westgate "views" the Trial Package as ownership. Due to the misunderstandings with scheduling the presentation that is required with the vacation package, Branson Getaways will refund the [redacted]'s $199.00 minus the two nights used at Grand Oaks Hotel, in which we will give our rate for the hotel nights and not the walk up rate for Grand Oaks. The refund total will be $79.00. We do apologize for the miscommunications and will be happy to place the [redacted]'s on our do not call list.
Respectfully,
[redacted]
Final Consumer Response /* (4200, 11, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the offer , but I am still not satisfied. It was my first wedding anniversary, it was totally ruined by branson getaways miscommunication , not ours. We did not even stay at the Grand Oak Hotel we stayed at the Barrington. Everything else that I was suppose to receive was canceled. So my anniversary was ruined. We really feel that we are entitled to a full refund, Since we did everything we was suppose to do. We did not keep anything from branson getaways. The only thing we got out of it was 2 nights in a hotel, that if I was to stay in branson on my own dime it would not be at the barrington. We only stayed there due to it being our package that we paid for but got screwed out of. I am normally a calm person but we really feel like we was taken advantage of and it bothers us because we love branson and it left a bad taste in our mouths.