Carey Roofing & Construction

Initial Business Response / [redacted] (1000, 5, 2017/06/29) */ Thank you for the opportunity to respond to the complaint against us related to Case# XXXXXXXX After interviewing the agent involved with this booking and an extensive review of all the calls related to this case I regret to inform you that I do not believe that a refund as requested is due of [redacted] To show goodwill we will however refund [redacted] that represents our fee which normally is non-refundable to the claimant although this is no way indicative of an admission of wrongdoing My team was unfortunately drawn into a family situation between the claimant and her aunt over a trip they had originally planned together for which it was originally decided not to go by both parties but then the aunt changed her mind and decided to go after all but was not clear with [redacted] as to that happening Regardless of that underlying dynamic; the fact is; [redacted] 's money was NOT used for the subsequent trip bookingTo the best of her ability and in good faith my agent [redacted] believed she was following the wishes of all parties involved as it related to their dealings with her I am outlining here the series of events that happened after the initial booking was made in February that led to our client's belief that her money was being used for another traveler Her trip was originally booked on 02-28-for a July - 24, vacation with her co-traveler [redacted] in person at our office with my agent [redacted] Each paid [redacted] deposit; [redacted] of which was forwarded to Delta Vacations for the air portion of the trip (non-refundable) + [redacted] being retained by us as our booking management fee which is also non-refundable Final Payment for the above trip would be due June 21, On April 17, [redacted] called [redacted] D and advised they were going to have to cancel the trip to Las Vegas as [redacted] no longer wished to go [redacted] advised the deposit of [redacted] was non-refundable Later that same day - April 17, [redacted] came into the office and asked if [redacted] had heard from [redacted] [redacted] advised she had spoken to her and advised the deposit was non-refundable [redacted] then asked if she could still then take the trip with another passenger [redacted] advised the name could be changed on the hotel as that was not under penalty nor paid for at the timeBut name changes are not allowed on airline ticketsThe new passenger would need to purchase a new airline ticket at the current rate which could be added to the package booking April 18, - [redacted] proceeded to cancel [redacted] off the trip fully believing this was the wish of everyone involvedA new reservation was confirmed for the new travelers' air for which they paid $at that timeWe did not use, as [redacted] believes, her [redacted] deposit to cover the cost of the new traveler [redacted] was forfeited per the terms and conditions of the Delta Vacations booking and [redacted] per our own terms regarding our booking management fee Final payment was made on the balance of the trip by [redacted] on June 15, Wednesday June 21, [redacted] called into the office and was advised that Beth had the day off [redacted] then asked to speak with the manager - ***She wanted clarification that the package had been cancelled [redacted] called Delta Vacations and learned and advised [redacted] that while she had cancelled off the trip [redacted] was still going and another traveler had been added to the packageBecause he was not involved in the events of April he was not fully aware of the additional costs for the new traveler or how it was handled [redacted] felt that she was due the [redacted] back because her aunt was still going on the tripWhen [redacted] suggested that she talk with her aunt about her deposit she informed him she would take us to small claims and hung up She called back later on the 21st and spoke to [redacted] again trying to argue her point [redacted] tried to explain to her that at that time he couldn't really assist and suggested they wait until [redacted] got back the next day and she talked with her aunt but she got frustrated [redacted] did hang up on her when she started using vulgarityWe do our best to work through situations with clients but I never expect my team to deal with being cursed at for any reason Thursday, June [redacted] called [redacted] and left a voice mail message for her Thursday, June 22, [redacted] returned the call to [redacted] and [redacted] reminded her of their previous phone conversation of April 17th when [redacted] called in to cancel her reservation [redacted] reminded her that Travel Leaders doesn't have her [redacted] - Delta Vacations retained it as a cancellation fee which had been fully disclosed at the time of booking [redacted] also advised [redacted] that we do record our calls as allowed by the State of Indiana and we would be happy to provide her a copy of the April call to refresh her memory [redacted] then advised us again she would be contacting her attorney and taking us to small claims court and hung up I am sorry for the disappointment of a cancelled trip that was looked forward to, the hurt of being excluded and the financial impact of cancellation penalties for an unfortunate situationBut we are not in a position to refund the money that is not in our possession and so we cannot refund [redacted] although as I have already stated we will issue [redacted] a check for [redacted] I truly hope that [redacted] and [redacted] can discuss this issue between them as that is most certainly where [redacted] is going to find her best resolution not only financially but hopefully in her relationship with [redacted] I am open to further discussions with the Revdex.com and will happily participate in mediation if that is deemed necessary to resolve this issue Initial Consumer Rebuttal / [redacted] (3000, 9, 2017/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Beth and [redacted] are best friends, also stated from the manager [redacted] that nothing in the account besides the name on the ticketI have also been in contact with the airlines and they also verified that the name on the ticket was changed and not canceled, [redacted] the manager told me as well on the phone that they will not be the one to refund the money that I'd have to go to my aunt to receive a refundI have copies of bank statements and copy of which I paid [redacted] not my aunt in this matter also stated from [redacted] in which she said I canceled which I did not cancel she apparently in "good faith" thought I would be okay with that knowing if I was given a call or opportunity I would have paid the trip off and took someone else just as the same, also in text message stating my aunt wanted to cancel and refunded if someone took her placeFurthermore I appreciate it but I will resolve this in small claims due to the relationship [redacted] and my aunt have Final Consumer Response / [redacted] (2000, 13, 2017/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 11, 2017/06/30) */ UPDATE: I did not expect Delta Vacations to respond to me so quicklyBut they have agreed to waive their [redacted] cancellation penalty for [redacted] This really is extraordinary move for them and not usual in the ordinary course of business at all for themThey will be refunding [redacted] to her credit card that was used on February We will still need to send her a check for our [redacted] fee which I will process Sorry for the disjointed replies but I hope this completely resolves [redacted] 's concerns

Initial Business Response /* (1000, 5, 2017/06/29) */
Thank you for the opportunity to respond to the complaint against us related to Case# XXXXXXXX.
After interviewing the agent involved with this booking and an extensive review of all the calls related to this case I regret to inform you...

that I do not believe that a refund as requested is due of [redacted] To show goodwill we will however refund [redacted] that represents our fee which normally is non-refundable to the claimant although this is no way indicative of an admission of wrongdoing.
My team was unfortunately drawn into a family situation between the claimant and her aunt over a trip they had originally planned together for which it was originally decided not to go by both parties but then the aunt changed her mind and decided to go after all but was not clear with [redacted] as to that happening.
Regardless of that underlying dynamic; the fact is; [redacted]'s money was NOT used for the subsequent trip booking. To the best of her ability and in good faith my agent [redacted] believed she was following the wishes of all parties involved as it related to their dealings with her.
I am outlining here the series of events that happened after the initial booking was made in February that led to our client's belief that her money was being used for another traveler.
Her trip was originally booked on 02-28-2017 for a July 21 - 24, 2017 vacation with her co-traveler [redacted] in person at our office with my agent [redacted] Each paid [redacted] deposit; [redacted] of which was forwarded to Delta Vacations for the air portion of the trip (non-refundable) + [redacted] being retained by us as our booking management fee which is also non-refundable.
Final Payment for the above trip would be due June 21, 2017.
On April 17, 2017 [redacted] called [redacted] D and advised they were going to have to cancel the trip to Las Vegas as [redacted] no longer wished to go. [redacted] advised the deposit of [redacted] was non-refundable.
Later that same day - April 17, 2017 [redacted] came into the office and asked if [redacted] had heard from [redacted] advised she had spoken to her and advised the deposit was non-refundable. [redacted] then asked if she could still then take the trip with another passenger. [redacted] advised the name could be changed on the hotel as that was not under penalty nor paid for at the time. But name changes are not allowed on airline tickets. The new passenger would need to purchase a new airline ticket at the current rate which could be added to the package booking.
April 18, 2017 - [redacted] proceeded to cancel [redacted] off the trip fully believing this was the wish of everyone involved. A new reservation was confirmed for the new travelers' air for which they paid $615 at that time. We did not use, as [redacted] believes, her [redacted] deposit to cover the cost of the new traveler. [redacted] was forfeited per the terms and conditions of the Delta Vacations booking and [redacted] per our own terms regarding our booking management fee.
Final payment was made on the balance of the trip by [redacted] on June 15, 2017.
Wednesday June 21, 2017 [redacted] called into the office and was advised that Beth had the day off. [redacted] then asked to speak with the manager - [redacted]. She wanted clarification that the package had been cancelled. [redacted] called Delta Vacations and learned and advised [redacted] that while she had cancelled off the trip [redacted] was still going and another traveler had been added to the package. Because he was not involved in the events of April he was not fully aware of the additional costs for the new traveler or how it was handled. [redacted] felt that she was due the [redacted] back because her aunt was still going on the trip. When [redacted] suggested that she talk with her aunt about her deposit she informed him she would take us to small claims and hung up.
She called back later on the 21st and spoke to [redacted] again trying to argue her point. [redacted] tried to explain to her that at that time he couldn't really assist and suggested they wait until [redacted] got back the next day and she talked with her aunt but she got frustrated. [redacted] did hang up on her when she started using vulgarity. We do our best to work through situations with clients but I never expect my team to deal with being cursed at for any reason.
Thursday, June 22 2017 [redacted] called [redacted] and left a voice mail message for her.
Thursday, June 22, 2017 [redacted] returned the call to [redacted] and [redacted] reminded her of their previous phone conversation of April 17th when [redacted] called in to cancel her reservation. [redacted] reminded her that Travel Leaders doesn't have her [redacted] - Delta Vacations retained it as a cancellation fee which had been fully disclosed at the time of booking. [redacted] also advised [redacted] that we do record our calls as allowed by the State of Indiana and we would be happy to provide her a copy of the April call to refresh her memory. [redacted] then advised us again she would be contacting her attorney and taking us to small claims court and hung up.
I am sorry for the disappointment of a cancelled trip that was looked forward to, the hurt of being excluded and the financial impact of cancellation penalties for an unfortunate situation. But we are not in a position to refund the money that is not in our possession and so we cannot refund [redacted] although as I have already stated we will issue [redacted] a check for [redacted]
I truly hope that [redacted] and [redacted] can discuss this issue between them as that is most certainly where [redacted] is going to find her best resolution not only financially but hopefully in her relationship with [redacted].
I am open to further discussions with the Revdex.com and will happily participate in mediation if that is deemed necessary to resolve this issue.
Initial Consumer Rebuttal /* (3000, 9, 2017/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Beth and [redacted] are best friends, also stated from the manager [redacted] that nothing in the account besides the name on the ticket. I have also been in contact with the airlines and they also verified that the name on the ticket was changed and not canceled, [redacted] the manager told me as well on the phone that they will not be the one to refund the money that I'd have to go to my aunt to receive a refund. I have copies of bank statements and copy of which I paid [redacted] not my aunt in this matter also stated from [redacted] in which she said I canceled which I did not cancel she apparently in "good faith" thought I would be okay with that knowing if I was given a call or opportunity I would have paid the trip off and took someone else just as the same, also in text message stating my aunt wanted to cancel and refunded if someone took her place. Furthermore I appreciate it but I will resolve this in small claims due to the relationship [redacted] and my aunt have.
Final Consumer Response /* (2000, 13, 2017/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 11, 2017/06/30) */
UPDATE:
I did not expect Delta Vacations to respond to me so quickly. But they have agreed to waive their [redacted] cancellation penalty for [redacted]. This really is extraordinary move for them and not usual in the ordinary course of business at all for them. They will be refunding [redacted] to her credit card that was used on February 28. We will still need to send her a check for our [redacted] fee which I will process.
Sorry for the disjointed replies but I hope this completely resolves [redacted]'s concerns.