Arch Vacations

On July 20, my travel partner arranged a riverboat cruise with Arch Vacations. On 7/27, I spoke to them on the phone to give my card # for the airplane flight. I asked to be sent the information on the trip as my travel partner does not use email well & cannot print information. On 7/29 I had received nothing & called again & was told I would receive the information & flight confirmation by 7/31. On 8/3 I had received nothing & spoke on the phone with someone who said it would be sent out in a few hours. The sent me the flight confirmations for both of us but nothing about the cruise. On 8/5 my travel partner got the name of the cruise line, our reservation #. She spoke to the cruise line directly & confirmed that our reservations were paid for. That was a relief since we had gotten nothing from Arch Vacations. On 8/14 I called the cruise line because I still had gotten nothing from Arch Vacations & found that we needed a Guest Confirmation Form in order to board the boat. Arch had said nothing, sent nothing about this. The cruise line said we should get it from the travel agent but when we told them the problems with communication they agreed to sent us the forms. They also sent brochures - Arch never did. We mostly communicated with the cruise company when we had questions at this point. Arch did send the luggage tags. We had to find out about airport transfers, etc. from the cruise company. At some point, Arch Vacations decided to "go green" & use phones or email for everything. This was frustrating for my companion because she does not work well with email & has no printer. I have been on a number of vacations using a travel agent. They always made sure I was well informed & were very helpful. They sent information promptly as needed & when it was requested Arch Vacations seemed to not know how to work with their customers. I well never use them again or recommend them to anyone.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In response to the response from Arch Vacation, Inc received on June 23, 2015, I am filing this response. I am not satisfied with the resolution they provided. To begin with, they are leaving out a lot of things and lying about others. After all that’s been done and not done on their end, I do not trust them to plan my vacation and am requesting a full refund.I did purchase 3 vacation packages (cruise and hotel stay) from Arch Vacations, Inc on December 9, 2014. The representative at that time ([redacted]) walked us through Arch’s website and told us that this vacation package was a great deal in which we would save money and have them plan our vacation. [redacted] had told us that we would have port fees and taxes on top of the $999 we had already paid per package, but that unless we wanted to purchase a suite, we wouldn’t incur any other overage charges. So we purchased the 3 packages with Arch Vacations, Inc.In January 2015, we paid off the 3 packages.On May 26, 2015, we received an email from [redacted] in response to travel wishes we had submitted in our account on Arch’s website. I responded to [redacted] on this same day and we tentatively set up an appointment on May 29, 2015. On May 27, 2015 I emailed [redacted] again asking questions as to why I’m seeing these overage charges on every cruise on their site. [redacted] responded back to me on that day and I responded back to her another time on that same day, May 27, 2015. On May 29, 2015 no call from Arch was received and no voice mail left on either my husband’s or my phone.I emailed [redacted] on June 2, 2015 and June 4, 2015 asking questions, noting that we did not receive a phone call on May 29, 2015, and asking for a call back from Arch. [redacted] emailed back on June 4, 2015 saying the whole office was unavailable until the following week and an appointment for June 9, 2015 at 7pm central time was set up. No phone call was received on either mine or my husband’s phone on June 9, 2015. I then emailed [redacted] on that date telling her this. I received no response back.On June 10, 2015, I emailed the president of the company via Arch’s website and received an email confirmation saying I will receive a response back within 24 hours. On June 11, 2015, I once again emailed the president via Arch’s website saying that it had been 24 hours and I had not heard a response. I received another emailed confirmation saying that they will get back to me. I then called and left a message on [redacted]’s voicemail as well as [redacted]’s voicemail and received no response.On June 15, 2015, I emailed [redacted] saying that I would really appreciate getting this cruise taken care of and booked. [redacted] then called me on this date and we set up an appointment for June 16, 2015 at 7pm central time. I told [redacted] at this time that I would like to speak to management regarding all the discrepancies of the packages I purchased and [redacted] informed me that management does not deal with customer issues and that they would encourage me to go ahead and file a complaint with the Revdex.com.On June 16, 2015, I did file a complaint with the Revdex.com. On this same date, I received a call from Arch at 7pm and when I got on the phone, I was hung up on. I called back and they told me they would call me back. [redacted] called me back and we discussed the cruise options. I was very upset to learn that I would have to pay $711 more than the $999 I had already paid for the cruise I was interested in. We talked about other cruises and I still would have to pay up to $400 more than the $999 I had already paid per package and these amounts still did not include the port fees and taxes (these were for inside rooms without a window, so nothing special like a suite). I was told something completely different at the time I had purchased these packages. In addition, I had talked to a [redacted] representative regarding the same cruises and Arch’s prices were still $500 more than what [redacted] quoted me for a balcony room! I asked [redacted] to have a supervisor call me and explain these fees to me and we set up that appointment for June 17, 2015 at 12pm central time.On June 17, 2015, I received no phone call at 12pm and so I called [redacted]. He said that Arch’s prices are more expensive than anyone else’s. I told him we never would’ve bought a package with Arch had we been told this and shown this when we purchased the packages. I asked [redacted] for a detailed invoice as to what all the charges go to and [redacted] said that management will call me by June 18, 2015, if not before once they listen to all of the calls I had made to the company. I specifically told [redacted] to have management call my number, not my husbands and I gave him this number. On June 17, 2015, I received a message via [redacted] from Arch saying they are turning my case into their legal department. On this same date, my husband (who was away training in the military) forwarded me a voicemail left on his phone from [redacted]. I immediately called [redacted] back and left a message on her voicemail to have the legal department call MY phone number and I once again gave her that number.On June 18, 2015, I emailed [redacted] the business manager for Arch, explaining my situation, that I contacted the Revdex.com and that I would like a resolution, preferably a refund since I feel as though Arch was very dishonest with presenting the packages and saying there would be no overage fees and then once time to book came, there are hundreds of dollars in overage fees. I also said that my husband is a Veteran of the Army and we belong to the VIFP club with [redacted] and [redacted] had assured us that these discounts would be applied when it came time to book, yet no one was able to provide me with an answer to that.On June 18, 2015, [redacted] once again called and left a voicemail on my husband’s phone and I emailed her back telling her again I specifically asked for them to call my phone. [redacted] then called me and proposed a resolution to me. I emailed her back on June 19, 2015 telling her my husband was expected to return from training that weekend and we would discuss it and asked her to call us back on June 22, 2015. I also asked her to put the resolution they are proposing in writing at this time.My husband and I looked over Arch’s resolution and contacted our [redacted] rep and [redacted] was still offering us a balcony room for the same price as Arch was offering us an ocean view room. On June 22, 2015 my husband emailed Colleen, forwarding the message from [redacted] regarding the balcony room and their pricing and asking why Arch was still more expensive. On June 22, 2015, [redacted] called my husband and said Arch would give the same price for a balcony room that [redacted] was quoting. My husband then said we would be happy with that and that I would email with names and birthdates and we would then set up an appointment to book the cruise.On June 24, 2015, my husband once again emailed [redacted] giving her our [redacted] VIFP number and names and birthdates as well as the names of another couple who was going to use one of our packages and asked her some questions regarding whether the same resolution will be applied to our third package if used at a later date. I had also looked up the CID number for the specific cruise we had been discussing on Arch’s website and noticed that it did not specifically match the cruise that [redacted] had been quoting us about. My husband asked [redacted] to explain and make sure they are the same cruises. In addition, my husband told [redacted] that the Revdex.com had been re-contacted and once we can verify through Carnival’s website that we are booked on the cruise that has been discussed, we will inform the Revdex.com that the complaint has been resolved. We do not trust Arch to follow through with correctly booking our cruise with the whole experience we have had and thus need some kind of verification before we can truthfully say this is resolved.On June 24, 2015, [redacted] emailed back saying that “we will need all of them (complaints) removed within 24 hours in order to move forward with the booking process and the pricing agreed upon.” My husband called and left a voicemail on [redacted] extension once this email was received saying that we will say the complaint is resolved when it’s resolved.I am asking for a full refund of the 3 packages that we purchased in order for this complaint to be resolved. Arch Vacations was dishonest with me from the start and I never would’ve purchased these packages had I known how much more expensive it was going to be. Due to that and to the other complaints and reviews I’ve recently read on the internet, I do not trust Arch Vacations to plan our vacation without  any more issues and complications. I have not been provided with appropriate customer service in order to establish a trusting relationship with this company.Regards,[redacted]

In response to the complaint attached received on June 16, 2015 we are filing this response. Ms. [redacted] purchased from Arch Vacations, Inc. on December 9, 2014 bundled vacations for a cruise and hotel.On January 27, 2015 Arch Vacations, Inc. sched led an appointment with Mr. [redacted] for February 3, 2015 to discuss booking his cruise electiOJ?S. On February 3, 2015 Mr. [redacted] informed Arch Vacations, Inc. they are not prep red to select their cruise options at this time.On May 27, 2015 Arch Vacations, Inc. received ap email from Mr. [redacted] to schedule another appointment to discuss cruise options. Arch Vacations, Inc. responded to this email in an attempt to schedule an appointment. No response was heard from Mr. [redacted] as of June 10, 2015. Another appointment was scheduled on June 15, 2015 to speak with Mr. [redacted] on June 16, 2015 to discuss cruise options. On June 17, 2015 Ms. [redacted] asked that Arch Vacations, Inc. call her.On June 17, 2015 Arch vacations, Inc. presented cruise options to Ms. [redacted]. Ms. [redacted] felt these options were too expensive. Arch Vacations, Inc. explained the terms and conditions of the vacation packages purchased on December 9, 2015. Per the terms and conditions of this sale, each package purchased did not include port charges or taxes on the cruise or hotel and they are due at the time of booking. Ms. [redacted] informed us she could reserve her own hotel for $40 per night. We informed Ms. [redacted] Arch Vacations, Inc. would search for less expensive options that may be within her budget. Ms. [redacted] asked that a representative from management call her back. On that same day, the Director of Customer Care called Ms. [redacted] to discuss her concerns. No one answered the phone and we left a voice mail message.On June 18, 2015 Ms. [redacted] called to speak to the legal department. A message was taken and referred to management. On June 18, 2015 the Director of Customer Care called Ms. [redacted] to propose a solution to make their cruise selection more affordable. Arch Vacations, Inc. offered to apply the purchase price of the original vacation package to another cruise selected by the [redacted]'s. A copy of the follow up email outlining this discussion and the solution is attached.On June 22, 2015 Arch Vacations, Inc. received another email from Mr. [redacted] presenting a counter offer for their cruise selection. A copy of this email is attached. On June 22, 2015 the As a goodwill adjustment, the director of Customer Care called and spoke with Mr. [redacted] and offered to book their cruise at the price quoted directly to Mr. [redacted] by [redacted]. This goodwill adjustment also included on board cruise credits. Mr. [redacted] verbally accepted these terms.Arch Vacations, Inc. is willing to honor the goodwill adjustments presented to Mr. [redacted]. However, since Arch Vacations, Inc. offered this goodwill adjustment, Mr. [redacted] requested chargebacks with his credit card for payments made to Arch Vacations, Inc. Arch Vacations, Inc offers to honor the previously presented goodwill adjustment, when all chargebacks have been reversed and Mr. [redacted] account is current  and alll complaints have been removed or resolved.We therefore request this dispute be closed Arch Vacations, Inc. and the [redacted]'s verbally accepted the cruise terms the [redacted]'s were quoted by [redacted] Sincerely, [redacted]Director of Business Management

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I cannot confirm that my complaint is resolved at this time. My husband did send the email that Arch attached to you on June 24, 2015, however he also asked a few questions in that email that have not been answered nor addressed. I attached the same email with the issues needing to be addressed as highlighted. In addition, [redacted] sent another email to my husband on June 24, 2015 in response to his email only stating that they will not move forward with booking our cruise until all complaints were removed. (Please see attachment). I, myself, then emailed back on June 25, 2015 saying that the complaints will be removed when I feel they are resolved. (Please see attachment). We have not gotten any answers to the questions and issues my husband brought up in the email on June 24, 2015. We do not feel this complaint is resolved. There was no response to my June 25, 2015 email and we haven't heard a word from Arch since then. The issues that need to be addressed: 1. This is the [redacted] Victory out of Port Miami going to Grand Turk and Amber Cove. The CID number on your site is #[redacted], however that cruise does not completely match the one [redacted] quoted above. The one on your site says we disembark on November 27, 2015 which is Friday. I want to be completely sure these are the same cruises before I book. They have not confirmed that this is the same cruise. 2. If at a future date we add another couple to this same cruise, I expect that the resolution deal for our third package will still stand. In addition, if we do not add another couple to the same cruise and instead we ourselves schedule another cruise in the future (before the package expiration date), I expect the resolution deal for our third package will still stand with our $999 put towards the price of the cruise and our military and VIFP discounts applied. We have purchased 3 packages with Arch. I do not trust that they will uphold their agreement on their end. They did not address the above and because of this I would rather have a full refund. 3. and will confirm that our complaint has been resolved once I can verify that we are booked on the above cruise per Carnival's site. I urge you to go and read the rest of the reviews on [redacted] and [redacted], etc regarding this company. They are repeat offenders of sabotaging peoples' vacations. I have no trust in them what-so-ever, especially with all that has gone on now between us with complaints to Revdex.com. At this point, I do not trust them at all. I would like a full refund in order for my complaint to be resolved. In addition, we initially purchased these vacation packages with Arch because of the great deals they were offering. Only to find out at the time of booking that they add hundreds of dollars worth of overage fees (this is NOT including port fees and taxes). I understand that they are proposing a resolution to us to please us, but their resolution is not cheaper nor a better deal than what we can get through Carnival. Their services were not as described originally. We have a much better trusting relationship and standing with [redacted] themselves and if we are going to get the same price/deal through them as we would with Arch then we want our refund with Arch and will take our business directly through [redacted] whom we know we can trust.

Regards,

In response to the complaint attached received on June 2, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations, Inc. on November 11, 2014 a bundled vacation for a cruise and hotel. Mr. [redacted] also purchased from us at a later date, airfare, transfers and insurance to protect his entire vacation.All of Mr. [redacted]'s reservations are in place and are all confirmed for this requested travel dates. Copies of all confirmation are attached to this response. Mr. [redacted] has received copies of all his confirmations. Our customer care department spoke with Mr. [redacted] at least three times since May 20, 2015 the latest on May 29, 2015 to review all of his travel arrangements and confirmations. Since May 29, 2015 we submitted 4 emails to Mr. [redacted], answering his questions concerning his travel reservations. Copies of these emails are attached.Mr. [redacted]'s complaint is based on when and how Arch Vacations, Inc. pays their suppliers. It is our response that the relationships that Arch Vacations, Inc. has with their respective suppliers is an internal and confidential matter. Per contractual agreement, we cannot" disclose our private arrangements.Arch Vacations, Inc. has specific contract guidelines with every supplier and has specified payment terms to those vendors which are not offered to the general public and are not the same payment terms offered to general consumers nor are the same payments terms published on travel supplier websites. We have explained this by telephone to Mr. [redacted].Arch Vacations, Inc. has completed and fulfilled each reservation of Mr. [redacted]'s travel, copies attached will demonstrate all of these travel components are confirmed and are active in good standing for Mr. [redacted]'s upcoming travel plans beginning on June 16, 2015.Attached you will find confirmed reservations for Mr. [redacted]'s hotels, transfers, insurance policy, cruise confirmation which states confirmed, and airfare which e-tickets have already been issued to Mr. [redacted]. These confirmations explain the details of how and when Mr. [redacted]'s reservations are made and confirmed.We therefore request this dispute be closed as Mr. [redacted] has no basis for a dispute as he in fact has all of this travel plans confirmed and active.Sincerely,[redacted]Director of Business Management

In response to the complaint attached received on June 16, 2015 we are filing this response. Ms. [redacted] purchased from Arch Vacations, Inc. on December 9,2014 bundled vacations for a cruise and hotel.On January 27, 2015 Arch Vacations, Inc. scheduled an appointment with Mr. [redacted]...

for February 3,2015 to discuss booking his cruise selections. On February 3,2015 Mr. [redacted] informed Arch Vacations, Inc. they are not prepared to select their cruise options at this time. On May 27, 2015 Arch Vacations, Inc. received an email from Mr. [redacted] to schedule another appointment to discuss cruise options. Arch Vacations, Inc. responded to this email in an attempt to schedule an appointment. No response was heard from Mr. [redacted] as of June 10, 2015. Another appointment was scheduled on June 15, 2015 to speak with Mr. [redacted] on June 16,2015 to discuss cruise options. On June 17, 2015 Ms. [redacted] asked that Arch Vacations, Inc. call her.On June 17, 2015 Arch vacations, Inc. presented cruise options to Ms. [redacted]. Ms. [redacted] felt these options were too expensive. Arch Vacations, Inc. explained the terms and conditions of the vacation packages purchased on December 9,2015. Per the terms and conditions of this sale, each package purchased did not include port charges or taxes on the cruise or hotel and they are due at the time of booking. Ms. [redacted] informed us she could reserve her own hotel for $40 per night. We informed Ms. [redacted] Arch Vacations, Inc. would search for less expensive options that may be within her budget. Ms. [redacted] asked that a representative from management call her back. On that same day, the Director of Customer Care called Ms. [redacted] to discuss her concerns. No one answered the phone and we left a voice mail message.On June 18, 2015 Ms. [redacted] called to speak to the legal department. A message was taken and referred to management. On June 18, 2015 the Director of Customer Care called Ms. [redacted] to propose a solution to make their cruise selection more affordable. Arch Vacations, Inc. offered to apply the purchase price of the original vacation package to another cruise selected by the [redacted]'s. A copy of the follow up email outlining this discussion and the solution is attached.On June 22, 2015 Arch Vacations, Inc. received another email from Mr. [redacted] presenting a counter offer for their cruise selection. A copy of this email is attached. On June 22, 2015 the Director of Customer Care called and spoke with Mr. [redacted] and offered to book their cruise at the price quoted directly to Mr. [redacted] by [redacted]. Mr. [redacted] verbally accepted these terms.We therefore request this dispute be closed as Arch Vacations, Inc. and the [redacted]'s verbally accepted the cruise terms the [redacted]'s were quoted by [redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dismissal of the complaint without fully paying the booking as promised with the following information sent to you today does not provide resolution of any type.  In our phone conversation yesterday, I was told that the request for dismissal was not resolution of the agency perpetrated nonpayment within the stipulated guildelines of the industry as outlined below.Since my cruise booking that was confirmed, but not paid in full at the required 75 day point, I was not able at the 45 day point to print my boarding passes and luggage tags, since the booking is not paid in full.  Our cruise booking is still not paid in full, and therefore I still am unable to print my boarding passes and luggage tags this morning, today is day 36, May 15, 2015, before departing for the hotel on June 16, 2015 via [redacted].  This issue is not resolved and it is now day 36 before sailing.  According to [redacted], our booking should have been fully paid for before the 75 day point; you were notified by Princess of the problem repeatedly, and why on April 16, 2015 I found my booking cancelled on [redacted], whom I contacted and got them to reinstate the booking reservation and they chose to put it on hold for me after hearing my story of full payment given to Arch Vacations, Inc. via Discovery Package for $1999 plus the $9,162 on February 28, 2015.  Only $2000.00 has been paid to date according to my credit card company and [redacted] told me that a check had been sent in early April by overnight Priority Mail, but disappeared somewhere in the system, check was cancelled, and a new check cut and sent to [redacted], but still not received.  Tracking numbers provided to [redacted] were invalid according to [redacted].Please explain why my cruise booking still has not been paid yet since it has been over 30 days ago that this new check was supposedly sent to [redacted] to fully pay my cruise booking. Resolution occurs only when the cruise booking is fully paid as promised, since I have already given you the fully fare requested for this booking on February 28, 2015, according to my credit card company's records.  [redacted] disputes [redacted] allegation that Arch Vacations, Inc. has a different timeline for payment in full of my cruise booking as of May 14, 2015, as [redacted] stated that was due at or before 75 days prior to sailing from Travel Agencies too.  Making a Difference in Lives Worldwide,Dr. [redacted]

In response to the complaint attached received on June 16, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations, Inc. on May 1, 2014 a bundled vacation for a cruise, round trip ,air from selected gateway cities and hotel.On February 13, 2015 an Arch Vacations,...

Inc. booking agent called the [redacted]s and 2 other couples to discuss their cruise selection. The [redacted]'s informed Arch Vacations, Inc. that the Travel Concierge who sold them the vacation collection promised a balcony. On February 19, 2015 the [redacted]'s contacted Arch Vacations, Inc. to finalize the cruise booking. Since the Arch Vacations, Inc. Travel Concierge promised a Balcony, The Director of Customer Care at Arch Vacations, Inc. offered to book the balcony portion of the cruise at cost at the time of booking. On May 7, 2015 the [redacted]'s contacted Arch Vacations, Inc. and stated they would like to use the hotel portion of their vacation in Las Vegas, NV at the [redacted] at the end of the cruise tour. On May 11, 2015 Arch Vacations, Inc. contacted the [redacted]s and 2 other couples to book the hotel selection. The Arch Vacations, Inc. booking agent quoted the additional fees and taxes as outlined in the terms and conditions of the original purchase made on May 1, 2014. Ms. [redacted] requested the Director of Customer Care call her back to discuss the taxes.On May 18, 2015 the Director of Customer Care contacted the [redacted]s to discuss the taxes and ' fees. This call was transferred to and completed by an Arch Vacations, Inc. booking agent. On May 27, 2015 Ms. [redacted] called stating she was expecting another call from the Director of Customer Care. On June 8, 2015, Ms. [redacted] called Arch Vacations, Inc. asking for a breakdown of charges for this booking.On June 10, 2015 a Customer Care agent called Ms. [redacted] and left a voice mail message stating she would receive a breakdown of these fees by email by week-end. Arch Vacations, Inc. received a call from Ms. [redacted] stating she expects a breakdown of charges by Monday, June 15,2015.On June 15, 2015 the Director of Customer Care sent an email breaking down the charges for this booking. The email was sent to each of the 3 couples at: [redacted]. A copy of the email is attached. We therefore request this dispute be closed as Arch Vacations, Inc. has provided the requested information.

In response to complaint [redacted] Arch Vacations, Inc. has taken...

the following actions to satisfy this customer’s request. On June 3, 2014 Ms. [redacted] purchased a ‘Getaway” travel collection for 2 adults which included a 3 day, 2 night hotel stay, car rental for 3 days or one activity for 2 adults, round-trip airfare for 2 adults. Tax, surcharge and processing fee were not included in the purchase and the terms and conditions of this purchase was signed for by Ms. [redacted] on June 14, 2014. The terms and conditions included a 10 day money back cancellation period. The cancellation period expired on June 14, 2014.On October 29, 2015 Ms. [redacted] called and asked if she could transfer the travel to another person, Mr. Victor D[redacted]. She stated he wanted to use the collection for travel to Australia in January 2016. The Customer Care department explained what was included in the collection. We also explained we would need Ms. Clarke’s request in writing to transfer the ownership of the collection. On October 30, 2015 we emailed Ms. [redacted] to inform her we received her fax requesting we change ownership of this purchase to Mr. Victor D[redacted]. On November 11, 2015 we sent an email to Ms. Clarke. Since we have not heard from Mr. D[redacted], we requested she ask him to call us to speak about his personal information and details for his travel. On November 12, 2015 Ms. [redacted] called stating no one contacted her from Arch Vacations. We explained we sent her an email. Ms. [redacted] informed us she would ask Mr. D[redacted] to call Arch Vacations. On November 16, 2015 we received a call from Mr. D[redacted] requesting information on this travel and that he wanted a one-month stay in Australia. We informed Mr. D[redacted] we would research his request and return his call. After this date we called Mr. D[redacted] 3 times at the phone number he provided and there was no answer and no voice mail system to leave a message. On November 23, 2015 we sent another email to Ms. [redacted] explaining we cannot reach Mr. D[redacted] and ask that he call us to discuss his travel request. On December 1, 2015 we sent two emails to Mr. D[redacted] stating we have tried numerous times to reach him. He was no voice mail and no one answers the phone. We requested he provide us with a phone number where he can be reached. We received another message from Mr. D[redacted] and again called him twice unable to reach him or leave a message. We sent another email to Ms. [redacted] on November 24, 2015 asking her to contact Mr. D[redacted] and provide us with information on how to reach him. On December 2, 2015 we sent another email to Mr. D[redacted] informing him we tried to reach him several times each day by phone. No one answers and we are unable to leave a message. In this email we explained the surcharges, fees and taxes to use this collection for an Australian trip. We also informed Mr. D[redacted] the travel collection Ms. [redacted] purchased is for 2 adults and cannot be split as outlined in the terms and conditions. On December 9, 2015 we again sent another email to Mr. D[redacted] informing him we have made several attempts by phone to reach him and we are unable to leave a voice message. We asked he contact us or at least leave us a message with a better phone number where he can be reached. On December 11, 2015 we sent another email providing details on how the customer can search themselves in the ‘customer only’ section of our website to view what travel options are available with the travel collection Ms. [redacted] purchased. We have made numerous attempts to satisfy the travel needs for this purchase. Since Mr. D[redacted] did not take our calls nor responded to our emails, we request this dispute be closed as Arch Vacations, Inc. has provided the requested information numerous times. Sincerely, Thomas Z[redacted] Executive Vice President, Sales

In response to the complaint attached received on June 13, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations Inc. on July 18, 2014 a bundled vacation for a cruise, hotel and airfare. A copy of the travel certificate along with the terms and conditions of this sale is attached. In addition, Mr. [redacted] approved this travel purchase by validating his purchase via a recorded message on July 18, 2014 and again by accepting the terms and conditions electronically on July 18, 2014 11:31 M MST. Mr. [redacted]'s complaint includes a request to cancel his original purchase. The terms and conditions of his purchase included a 10-day full refund from date of purchase. At this time, Mr. [redacted]'s travel purchase is beyond the rescission period.On January 28, 2015 Mr. [redacted] selected a cruise on the MSC Musica embarking from Venice, Italy for 8 days, 7 nights and disembarking in Venice, Italy.Mr. [redacted]'s complaint is the additional charges for airfare and hotel for this cruise selection. Per the terms and conditions attached, Venice (VCE) is not listed as a gateway airport. The terms and conditions state other airport selections are available for an additional charge. In addition, the terms and conditions clearly indicate any airline taxes and fees are not included and will be charged at time of booking.Mr. [redacted] also states the lack of response from executives at Arch Vacations, Inc. The company Director of Customer Care has been in touch with Mr. [redacted] directly and through voice mail messages several times. Per our call logs, there have been 30+ calls or attempts notated since Mr. [redacted] purchased the vacation collection package. A copy of the call log is attached.The Director of Customer Care left a message with Mr. [redacted] on June 12, 2015 to discuss his concerns over the addition all costs for his cruise selection.The benefit of purchasing an open itinerary vacation collection is the selection of options available to our customers. It is our sincere desire that Mr. [redacted] return the Customer Care Director's call to discuss options that may be more acceptable to Mr. [redacted]. He can reach the Director by calling ###-###-#### at extension ####.As a goodwill adjustment, the Director of Customer Care offered a reduced price for booking airfare and hotel stay. The customer accepted these terms. Please see attached reservation confirmation.We therefore request this dispute be closed as Arch Vacations, Inc. is willing to work with Mr. [redacted] in resolving his concerns.Sincerely, [redacted]Director of Business Management

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.You told me on Friday that you would call me today. I did not receive a call today from you concerning our conversation on Friday. [redacted] has told me on two occasions now that the cruise booking would be paid in full within a week, we are way over that time limit, and your own multiple promises of time limits since early April of overnight mail payment lost, cancelled, and resent. Appeasement does not work if you do not produce the results as promised, as it moves from a communication problem to a more serious breach of trustworthiness. Concerns I stated on Friday were:1. No full payment on the cruise booking as promised multiple times on a weekly basis since April 16, 2015,when my booking was cancelled due to nonpayment in full of my cruise booking on [redacted], Inc.2. No alpha numeric confirmation code for either hotel reservation you sent to me for the first time last Tuesday, May 26, 2015. I only had a receipt for the $80.96 room tax prior to receiving the two hotel reservation confirmations by E-mail on May 26, 2015.3. No alpha numeric confirmation code, company name, or contact phone number for either transfers, just a receipt of two payments for $120 and $180 via the company you used to do the credit card payment processing.4. No statement as to when the cruise booking will be paid in full, just promises of "I will talk with our accounting department to get it resolved." I have asked for the booking to be immediately paid for already, but no acknowledgement was provided for that request either.5.  I still have not been told what happened to the $50 AUD onboard credit I had when the cruise was first booked? Before the cruise booking was cancelled, I had $325 AUD credit on my onboard account, now it has dropped to $275 AUD which is my military benefit from [redacted].6.  As of tonight, I still cannot print my boarding passes or luggage tags because the [redacted] website states that my cruise booking is still not paid in full.7.  As a VTC, you received $7,162 cash via my credit card on February 28,2015.  Plus. in November 2014, you received the $299 downpayment for the Discovery Package, and an additional $425 a month for four months for a total of $1999.00 for the hotel and the cruise Discovery Package, in addition to the $7,162 cash for the cruise upgrade costs, and that was beyond the $2,000.00 directly charged to my credit card for downpayment directly to [redacted], Inc on March 1, 2015. As of today, I have paid Arch Vacations, Inc. a total of $11,241.96 for two hotel reservations and one cruise package, including room taxes and port fees.I am now at 19 days before sailing, 15 days prior to my flight, and 46 days of promises to resolve the full payment of my cruise booking. Please respond to my concerns by phone, E-mail, payment of booking, and giving of alpha numeric confirmation codes for hotel reservations, transportation transfers.Regards,[redacted]

In response to the follow up correspondence received on June 29, 2015 we are filing this response. Ms. [redacted] purchased from Arch Vacations, Inc. on December 9, 2014 bundled vacations for a cruise and hotel.On June 22, 2015 Arch Vacations, Inc. contacted Mr./Ms. [redacted] to discuss their concerns of cruise costs.  Mr./Ms. [redacted] informed Arch Vacations, Inc. of the cruise price quoted to them directly from [redacted].  Date of cruise is November 23, 2015 through November 28, 2015 on [redacted] Victory sailing from Port of Miami.On June 22, 2015 Arch Vacations, Inc. offered to match the [redacted] price quoted to Mr./Ms. [redacted] and apply any payments made to Arch Vacations, Inc. towards this cruise. Arch Vacations, Inc. also asked Mr./Ms. [redacted] to remove their complaint with the Revdex.com since matching and charging them the same price as [redacted] Cruise Lines should resolve their concern.On June 24, 2015 Arch Vacations, Inc received and email from Mr./Ms. [redacted] accepting our offer to match the [redacted] cruise line price. Mr./Ms. [redacted] also provided Arch Vacations Inc. with all the booking information required to complete the reservationWe therefore request this dispute be closed as Arch Vacations, Inc. as the [redacted]'s accepted the terms via email as presented by Arch Vacations, Inc.Sincerely,[redacted]Director of Business Management

In response to the complaint attached received on June 13, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations, Inc. on July 18, 2014 a bundled vacation for a cruise, hotel and airfare. A copy of the travel certificate along with the terms and conditions...

of this sale is attached. In addition, Mr. [redacted] approved this travel purchase by validating his purchase via a recorded message on July 18, 2014 and again by accepting the terms and conditions electronically on July 18, 2014 11:31AM MST.Mr. [redacted]'s complaint includes a request to cancel his original purchase. The terms and conditions of his purchase included a 10-day full refund from date of purchase. At this time, Mr. [redacted]'s travel purchase is beyond the rescission period. On January 28, 2015 Mr. [redacted] selected a cruise on the MSC Musica embarking from Venice, Italy for 8 days, 7 nights and disembarking in Venice, Italy.Mr. [redacted]'s complaint is the additional charges for airfare and hotel for this cruise selection. Per the terms and conditions attached, Venice (VCE) is not listed  as a gatewayairport. The terms and conditions state other airport selections are available for an additional charge. In addition, the terms and conditions clearly indicate any airline taxes and fees are not included and will be charged at time of booking.Mr. [redacted] also states the lack of response from executives at Arch Vacations, Inc. The company Director of Customer Care has been in touch with Mr. [redacted] directly and through voice mail messages several times. Per our call logs, there have been 30+ calls or . attempts notated since Mr. [redacted] purchased the vacation collection package. A copy of the call log is attached.The Director of Customer Care left a message with Mr. [redacted] on June 12, 2015 to discuss his concerns over the additional costs for his cruise selection.The benefit of purchasing an open itinerary vacation collection is the selection of options available to our customers. It is our sincere desire that Mr. [redacted] return the Customer Care Director's call to discuss options that may be more acceptable to Mr. [redacted]. He can reach the Director by calling ###-###-#### at extension [redacted]. We therefore request this dispute be closed as Arch Vacations, Inc. is willing to work with Mr. [redacted] in resolving his concerns.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In response to the response from Arch Vacation, Inc received on June 23, 2015, I am filing this response. I am not satisfied with the resolution they provided. To begin with, they are leaving out a lot of things and lying about others. After all that’s been done and not done on their end, I do not trust them to plan my vacation and am requesting a full refund.I did purchase 3 vacation packages (cruise and hotel stay) from Arch Vacations, Inc on December 9, 2014. The representative at that time ([redacted]) walked us through Arch’s website and told us that this vacation package was a great deal in which we would save money and have them plan our vacation. [redacted] had told us that we would have port fees and taxes on top of the $999 we had already paid per package, but that unless we wanted to purchase a suite, we wouldn’t incur any other overage charges. So we purchased the 3 packages with Arch Vacations, Inc.In January 2015, we paid off the 3 packages.On May 26, 2015, we received an email from [redacted] in response to travel wishes we had submitted in our account on Arch’s website. I responded to [redacted] on this same day and we tentatively set up an appointment on May 29, 2015. On May 27, 2015 I emailed [redacted] again asking questions as to why I’m seeing these overage charges on every cruise on their site. [redacted] responded back to me on that day and I responded back to her another time on that same day, May 27, 2015. On May 29, 2015 no call from Arch was received and no voice mail left on either my husband’s or my phone.I emailed [redacted] on June 2, 2015 and June 4, 2015 asking questions, noting that we did not receive a phone call on May 29, 2015, and asking for a call back from Arch. [redacted] emailed back on June 4, 2015 saying the whole office was unavailable until the following week and an appointment for June 9, 2015 at 7pm central time was set up. No phone call was received on either mine or my husband’s phone on June 9, 2015. I then emailed [redacted] on that date telling her this. I received no response back.On June 10, 2015, I emailed the president of the company via Arch’s website and received an email confirmation saying I will receive a response back within 24 hours. On June 11, 2015, I once again emailed the president via Arch’s website saying that it had been 24 hours and I had not heard a response. I received another emailed confirmation saying that they will get back to me. I then called and left a message on [redacted]’s voicemail as well as [redacted]’s voicemail and received no response.On June 15, 2015, I emailed [redacted] saying that I would really appreciate getting this cruise taken care of and booked. [redacted] then called me on this date and we set up an appointment for June 16, 2015 at 7pm central time. I told [redacted] at this time that I would like to speak to management regarding all the discrepancies of the packages I purchased and [redacted] informed me that management does not deal with customer issues and that they would encourage me to go ahead and file a complaint with the Revdex.com.On June 16, 2015, I did file a complaint with the Revdex.com. On this same date, I received a call from Arch at 7pm and when I got on the phone, I was hung up on. I called back and they told me they would call me back. [redacted] called me back and we discussed the cruise options. I was very upset to learn that I would have to pay $711 more than the $999 I had already paid for the cruise I was interested in. We talked about other cruises and I still would have to pay up to $400 more than the $999 I had already paid per package and these amounts still did not include the port fees and taxes (these were for inside rooms without a window, so nothing special like a suite). I was told something completely different at the time I had purchased these packages. In addition, I had talked to a [redacted] representative regarding the same cruises and Arch’s prices were still $500 more than what [redacted] quoted me for a balcony room! I asked [redacted] to have a supervisor call me and explain these fees to me and we set up that appointment for June 17, 2015 at 12pm central time.On June 17, 2015, I received no phone call at 12pm and so I called [redacted]. He said that Arch’s prices are more expensive than anyone else’s. I told him we never would’ve bought a package with Arch had we been told this and shown this when we purchased the packages. I asked [redacted] for a detailed invoice as to what all the charges go to and [redacted] said that management will call me by June 18, 2015, if not before once they listen to all of the calls I had made to the company. I specifically told [redacted] to have management call my number, not my husbands and I gave him this number. On June 17, 2015, I received a message via [redacted] from Arch saying they are turning my case into their legal department. On this same date, my husband (who was away training in the military) forwarded me a voicemail left on his phone from [redacted]. I immediately called [redacted] back and left a message on her voicemail to have the legal department call MY phone number and I once again gave her that number.On June 18, 2015, I emailed [redacted] the business manager for Arch, explaining my situation, that I contacted the Revdex.com and that I would like a resolution, preferably a refund since I feel as though Arch was very dishonest with presenting the packages and saying there would be no overage fees and then once time to book came, there are hundreds of dollars in overage fees. I also said that my husband is a Veteran of the Army and we belong to the VIFP club with [redacted] and [redacted] had assured us that these discounts would be applied when it came time to book, yet no one was able to provide me with an answer to that.On June 18, 2015, [redacted] once again called and left a voicemail on my husband’s phone and I emailed her back telling her again I specifically asked for them to call my phone. [redacted] then called me and proposed a resolution to me. I emailed her back on June 19, 2015 telling her my husband was expected to return from training that weekend and we would discuss it and asked her to call us back on June 22, 2015. I also asked her to put the resolution they are proposing in writing at this time.My husband and I looked over Arch’s resolution and contacted our [redacted] rep and [redacted] was still offering us a balcony room for the same price as Arch was offering us an ocean view room. On June 22, 2015 my husband emailed Colleen, forwarding the message from [redacted] regarding the balcony room and their pricing and asking why Arch was still more expensive. On June 22, 2015, [redacted] called my husband and said Arch would give the same price for a balcony room that [redacted] was quoting. My husband then said we would be happy with that and that I would email with names and birthdates and we would then set up an appointment to book the cruise.On June 24, 2015, my husband once again emailed [redacted] giving her our [redacted] VIFP number and names and birthdates as well as the names of another couple who was going to use one of our packages and asked her some questions regarding whether the same resolution will be applied to our third package if used at a later date. I had also looked up the CID number for the specific cruise we had been discussing on Arch’s website and noticed that it did not specifically match the cruise that [redacted] had been quoting us about. My husband asked [redacted] to explain and make sure they are the same cruises. In addition, my husband told [redacted] that the Revdex.com had been re-contacted and once we can verify through Carnival’s website that we are booked on the cruise that has been discussed, we will inform the Revdex.com that the complaint has been resolved. We do not trust Arch to follow through with correctly booking our cruise with the whole experience we have had and thus need some kind of verification before we can truthfully say this is resolved.On June 24, 2015, [redacted] emailed back saying that “we will need all of them (complaints) removed within 24 hours in order to move forward with the booking process and the pricing agreed upon.” My husband called and left a voicemail on [redacted] extension once this email was received saying that we will say the complaint is resolved when it’s resolved.I am asking for a full refund of the 3 packages that we purchased in order for this complaint to be resolved. Arch Vacations was dishonest with me from the start and I never would’ve purchased these packages had I known how much more expensive it was going to be. Due to that and to the other complaints and reviews I’ve recently read on the internet, I do not trust Arch Vacations to plan our vacation without  any more issues and complications. I have not been provided with appropriate customer service in order to establish a trusting relationship with this company.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
June 23rd - Upon receiving this e-mail, I called [redacted] at ###-###-#### ext [redacted] as per his written request. Got voice mail and left a message that I would call the next day.
June 24th - Called [redacted] again left a voice mail requesting a call back.
June 25th - Received a call from [redacted] and discussed our concerns. He advised that the tapes would be pulled and we would receive a call back.
June 29th - Received a call from [redacted] concerning our concerns. She advised that their conditions could have been explained better. She offered us a better deal on the extra for the air fare but we again stated our concerns for the extra cost.
She advised that she would look at the numbers and get back to us on Wed July 1st at 6:00 pm eastern time.
July 1st - As of 7:55 pm eastern time, no call or e-mail received from [redacted] or ARCH Vacations. Called ARCH Vacation at their Customer Cr [redacted] ext [redacted] left a voice mail for [redacted] expressing our displeasure. 
July 1st - At 8:05 pm eastern time, received a call from [redacted] apologizing for ARCH not getting back to us. I advised that it was not good business sense to make an appointments and then not keep them. No calls or e-mails cancelling or rearranging the appointment.
Further apologizes and I was put on hold while she attempted to contact [redacted]. As [redacted] wasn't available, Britany set up a contact for Tues July 7th between 7 & 8 pm eastern time.
I requested an e-mail as confirmation of the Tuesday July 7th appointment as well as another e-mail should they have to cancel or change the appointment.     

Regards,

Good Evening,
 
I did receive a phone call from Arch Vacations on October 30, 2015. Since that call was received, things have gotten worse. I have communicated with a customer service representative named Verdees C[redacted] but that has not resulted in any progress. At the end of the...

very difficult conversation with an extremely rude Ms. C[redacted] we set up a call for Thursday, November 5th at 7 pm EST to review flight costs that were pertinent to planning my trip. After ending the initial call, I sent an email to the address [email protected] notifying them of the lack of professionalism of Ms. C[redacted] and requesting that I be assigned to a different agent. I then received a voice mail from Ms. C[redacted] notifying me that she was the only person that I could speak with and that since I did not want to work with her, she was cancelling our scheduled call for tonight. She also reminded me that I had to book my trip before November 30th. She did not offer any other person to speak with or any other way to receive the information that is necessary to book my trip other than to call 1-855-200-SAIL which I have called repeatedly and not gotten calls back from. Another concern is that Ms. C[redacted] notified us that she does no communications via e-mail which is very concerning considering the numerous complaints about trips not being paid for or guaranteed. 
Additionally, Arch Vacations has claimed that I have been calling the wrong number however, I have been calling the phone number that Thomas Z[redacted] Executive Vice President, Sales included in the Arch Vacations response to my initial complaint. That is the same number that appears on their website and I have been trying to call it for weeks.
Thank you,
 

In response to the complaint attached received on June 16, 2015 we are filing this response. Ms. [redacted] purchased from Arch Vacations, Inc. on December 9, 2014 bundled vacations for a cruise and hotel.On January 27, 2015 Arch Vacations, Inc. sched led an appointment with Mr. [redacted] for February 3, 2015 to discuss booking his cruise electiOJ?S. On February 3, 2015 Mr. [redacted] informed Arch Vacations, Inc. they are not prep red to select their cruise options at this time.On May 27, 2015 Arch Vacations, Inc. received ap email from Mr. [redacted] to schedule another appointment to discuss cruise options. Arch Vacations, Inc. responded to this email in an attempt to schedule an appointment. No response was heard from Mr. [redacted] as of June 10, 2015. Another appointment was scheduled on June 15, 2015 to speak with Mr. [redacted] on June 16, 2015 to discuss cruise options. On June 17, 2015 Ms. [redacted] asked that Arch Vacations, Inc. call her.On June 17, 2015 Arch vacations, Inc. presented cruise options to Ms. [redacted]. Ms. [redacted] felt these options were too expensive. Arch Vacations, Inc. explained the terms and conditions of the vacation packages purchased on December 9, 2015. Per the terms and conditions of this sale, each package purchased did not include port charges or taxes on the cruise or hotel and they are due at the time of booking. Ms. [redacted] informed us she could reserve her own hotel for $40 per night. We informed Ms. [redacted] Arch Vacations, Inc. would search for less expensive options that may be within her budget. Ms. [redacted] asked that a representative from management call her back. On that same day, the Director of Customer Care called Ms. [redacted] to discuss her concerns. No one answered the phone and we left a voice mail message.On June 18, 2015 Ms. [redacted] called to speak to the legal department. A message was taken and referred to management. On June 18, 2015 the Director of Customer Care called Ms. [redacted] to propose a solution to make their cruise selection more affordable. Arch Vacations, Inc. offered to apply the purchase price of the original vacation package to another cruise selected by the [redacted]'s. A copy of the follow up email outlining this discussion and the solution is attached.On June 22, 2015 Arch Vacations, Inc. received another email from Mr. [redacted] presenting a counter offer for their cruise selection. A copy of this email is attached. On June 22, 2015 the As a goodwill adjustment, the director of Customer Care called and spoke with Mr. [redacted] and offered to book their cruise at the price quoted directly to Mr. [redacted] by [redacted]. This goodwill adjustment also included on board cruise credits. Mr. [redacted] verbally accepted these terms.Arch Vacations, Inc. is willing to honor the goodwill adjustments presented to Mr. [redacted]. However, since Arch Vacations, Inc. offered this goodwill adjustment, Mr. [redacted] requested chargebacks with his credit card for payments made to Arch Vacations, Inc. Arch Vacations, Inc offers to honor the previously presented goodwill adjustment, when all chargebacks have been reversed and Mr. [redacted] account is current  and alll complaints have been removed or resolved.We therefore request this dispute be closed Arch Vacations, Inc. and the [redacted]'s verbally accepted the cruise terms the [redacted]'s were quoted by [redacted] Sincerely, [redacted]Director of Business Management

In response to complaint 11148875 Arch Vacations, Inc. has taken the following actions to satisfy this customer’s request. On June 3, 2014 Ms. [redacted] purchased a ‘Getaway” travel collection for 2 adults which included a 3 day, 2 night hotel stay, car rental for 3 days or one activity for 2 adults, round-trip airfarefor 2 adults. Tax, surcharge and processing fee were not included in the purchase and the terms and conditions of this purchase was signed for by Ms. [redacted] on June 14, 2014. The terms and conditions included a 10 day money back cancellation period. The cancellation period expired on June 14, 2014.On October 29, 2015 Ms. [redacted] called and asked if she could transfer the travel to another person, Mr. [redacted]. She stated he wanted to use the collection for travel to Australia in January 2016. The Customer Care department explained what was included in the collection. We also explained we would need Ms. [redacted]’s request in writing to transfer the ownership of the collection. On October 30, 2015 we emailed Ms. [redacted] to inform her we received her fax requesting we change ownership of this purchase to Mr. [redacted]. On November 11, 2015 we sent an email to Ms. [redacted]. Since we have not heard from Mr. Darrell, we requested she ask him to call us to speak about his personal information anddetails for his travel. On November 12, 2015 Ms. [redacted] called stating no one contacted her from Arch Vacations. We explained we sent her an email. Ms. [redacted] informed us she would ask Mr. D[redacted] to call Arch Vacations. On November 16, 2015 we received a call from Mr. D[redacted] requesting information on this travel and that he wanted a one-month stay in Australia. We informed Mr. D[redacted] we would research his request and return his call. After this date we called Mr. D[redacted] 3 times at the phone number he provided and there was no answer and no voice mail system to leave a message. On November 23, 2015 we sent another email to Ms. [redacted] explaining we cannot reach Mr. D[redacted] and ask that he call us to discuss his travel request. On December 1, 2015 we sent two emails to Mr. D[redacted] stating we have tried numerous times to reach him. He was no voice mail and no one answers the phone. We requested he provide us with a phone number where he can be reached. We received another message from Mr. D[redacted] and again called him twice unable to reach him or leave a message. We sent another email to Ms. [redacted] on November 24, 2015 asking her to contact Mr. D[redacted] and provide us with information on how to reach him. On December 2, 2015 we sent another email to Mr. D[redacted] informing him we tried to reach him several times each day by phone. No one answers and we are unable to leave a message. In this email we explained the surcharges, fees and taxes to use this collection for an Australian trip. We also informed Mr. D[redacted] the travel collection Ms. [redacted] purchased is for 2 adults and cannot be split as outlined in the terms and conditions. On December 9, 2015 we again sent another email to Mr. D[redacted] informing him we have made several attempts by phone to reach him and we are unable to leave a voice message. We asked he contact us or at least leave us a message with a better phone number where he can be reached. On December 11, 2015 we sent another email providing details on how the customer can search themselves in the ‘customer only’ section of our website to view what travel options are available with the travel collection Ms. [redacted] purchased. We have made numerous attempts to satisfy the travel needs for Mr. Darrell. All our calls are recorded and we validated Mr. D[redacted] did indeed request travel for Australia. Since Ms. [redacted] sent Arch Vacations, Inc. a written request in October of 2015 to transfer this travel purchase to Mr. Darrell, and to avoid any further confusion as to Mr. Darrell’s travelchoices, we request that he contact our office directly. Mr. D[redacted] should call 1-855-200-7245 and selection option 2. Sincerely, Thomas Z[redacted] Executive Vice President, Sales

I did not cancel this cruise and was not notified of the cancellation until I found out from the cruise line. I also do not see where the chargeback on the credit card was made, which is why I am pursuing the claim. If the $535.99 was removed, that only accounts for a portion of theaclaim. Who...

becomes responsible for a refund? I have not sent anything to the cruise line at this time because I feel that because ARCH didn't make a final payment $535.99 they should be responsible for the reimbursement.

Re: Complaint ID[redacted]Arch Vacations has not yet given me the refund that that was supposed to be processed, and that was stated in its response...

letter mailed to you dated October 6, 2015 and signed by Thomas Z[redacted] Executive Vice President, Sales.What further action can I take?[redacted]