Thank you for your letter dated February 22, regarding [redacted] I was sorry to learn that Ms [redacted] was uncomfortable with the Vacation Program Agreement that she purchased on December 6, 2012, and that she felt that she was "pressured" into making her purchaseIt is never our intention to "pressure" clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place, and that all of our customers are comfortable with their purchase In regard to Ms [redacted] assertion that our sales staff had "pressured" her into her decision to purchase her Vacation Program Agreement, we feel that we gave her multiple opportunities to express these feelings, and our records indicate that she never didAs part of our Vacation Program Agreement we enclose a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by initialing "Yes" or "No." I have enclosed a copy of this Acknowledgment for your reference, but note the section below which shows Ms [redacted] initialing in the affirmative when asked about her overall satisfaction with our Sales staff and the overall purchase Are you satisfied with the professionalism and courtesy of our sales staff? Are you financially comfortable with the purchase prica and associated costs of this program? After Ms [redacted] purchased the Vacation Program Agreement our records indicate that there were never any complaints or issues registered in regards to Smartravel’s services or product, so we had no reason to believe that she was anything but satisfied with her purchaseThe first indication that Ms [redacted] was in any way dissatisfied was when we received the complaint to your office After receiving your letter a representative from our Customer Service department contacted Ms [redacted] to discuss her account and see what could be done in an effort to remedy the situationOur records indicate that Ms [redacted] explained that the monthly installments due on the balance of her Vacation Program Agreement were no longer affordable, although she was still interested in travelling and vacationingIn the interest of providing exemplary customer service we agreed to relieve Ms [redacted] of 100% of the balance owed and consider her account paid-in-full, with full use of a representative number of vacation weeks and all of our travel servicesOur records indicate that Ms [redacted] was satisfied by this adjustment to her account We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at (800)220- Sincerely, Ed [redacted] SrManager, Customer Service Smartravel
It was brought to my attention in May that Mr& Mrs*** were in contact with Mid-Atlantic Capital, the Financing Institution for Smartravel, looking for assistance with
their vacation programAs manager of the corporate office in Wilkes-Barre, Pa., I took it upon myself to try to reach out to themI had left three messages asking that they contact me so I could speak with them and see what I could do to resolve any concerns they might be havingUnfortunately I have yet to receive a call back
I received your complaint on 06/22/and have since left an additional three messagesIn my final message to Mr.& Mrs***, I kindly informed them that I would be replying to the complaint and that although that would be my final attempt to reach them, we would still appreciate them returning my call, so we could get this resolved
On behalf of myself as well as Smartravel, I would like to extend my offer to have Mr& Mrs*** contact me so I can assist them with their concerns and come up with a resolution that is in the best interest of everyone involved
Please feel free to contact me at 1-888-731-or [email protected]
Sincerely,
Sandra *** Manager
Smartravel
1-888-731- [email protected]
Smartravel264 Highland Park BlvdWilkes-Barre, Pa 18702 August 11, 2015 RE: [redacted] [redacted] To whom it may concern: This is in regards to the second letter filed by [redacted]. In her rebuttal she stated that she was not ok with the resolution between Smartravel and herself. Since then I have called and spoken with her regarding a resolution that would work for her. I explained that I wouldn’t want to see her lose out on the monies that she paid in thus far, so I extended an offer to rewrite the account to 6 weeks of vacations for the total she paid in which was $2287.28. [redacted] sounded like this might be something that would work for her but requested that she speak with the other parties involved to be sure. Since my conversation with [redacted] on 08/03/2015 I have not heard back from her with her answer. I have left her a total of 3 messages asking that she contact me with her desired resolution. At this time, the account is still active as we have yet to get an answer. As always, we encourage our clients to follow up with us so we can assist them. Until that time, we welcome any thoughts and suggestions. Should you have any questions, please feel free to contact me at 1-888-731-5327 or [email protected]. Sincerely, Sandra [redacted] Manager,[email protected]
Smartravel IN LLC8150 Corporate ParkDrive, Suite 160Cincinnati, OH 45242 March 2, 2015 Revdex.com ofCentral IndianaAttn: [redacted]151 N DelawareStreet #2020Indianapolis,IN...
46204-2599 Ref: [redacted], ID [redacted] Ms. [redacted]: Thank you foryour letter dated February 24 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a representative from our customer servicedepartment was able to speak with Ms. [redacted] on February 25, 2015 regardingthis complaint. During our conversation Ms. [redacted] explained that the currentmonthly payment amount for her vacation program would cause her a financialhardship. In the interest of customer service we offered to revise Ms. [redacted]’svacation program from 12 weeks as a cost of $4,500.00 to 6 weeks as a cost of$2,100.00. Ms. [redacted] said that she would discuss our offer with theco-traveler on the account and call us back with a decision. We advised Ms.[redacted] that no changes would be made to her account until we received her decision.On February 27, 2015 we made a follow-up call to Ms. [redacted] regarding ouroffer, but had to leave a message asking for a return call. Unfortunately Ms.[redacted] has not yet returned our call. If Ms. [redacted] would like to discuss hercomplaint further I would encourage her to contact our customer servicedepartment at her earliest convenience. We trust thisresolves the complaint and ask to be notified if it is not considered resolved.Should you have any questions regarding this or any other matter, please do nothesitate to contact this office at 1-888-731-5327. Sincerely, CustomerServiceSmartravel INLLC
Thank you for your letter dated August 19, 2016 regarding [redacted]. I was sorry to hear that Mrs. [redacted] felt that the details of her Vacation Program Agreement were not adequately disclosed. It is never our intention to mislead clients, but rather one of our main priorities to ensure that...
all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand. Upon reviewing her complaint to your office, it seems that Mrs. [redacted] feels that she was misinformed verbally regarding her ability to cancel. We feel that this is inconsistent with both the facts of the Indiana Consumer Protection Laws and the efforts our sales staff makes to ensure that all details are disclosed. The fact of the matter is that Mrs. [redacted]’s right to rescission never existed in the first place, in part because she entered into this Agreement in our permanent place of business, and not in her residence or over the telephone. This is also information that is well covered in the Vacation Program Agreement entered into by Mrs. [redacted], and I have included copies of the pertinent pages for your reference. Please note section 11 of the Agreement, as well as question 18 of the Consumer Disclosure Acknowledgment which shows Mrs. [redacted]’s intials in the “Yes” column when asked if she understood that the Agreement was not subject to any right of rescission.Upon receiving the letter from your office I contacted Mrs. [redacted] to see what could be done to rectify the situation. Our records indicate that on August 23, 2016 we agreed, in the spirit of providing exemplary customer service, that we would honor Mrs. [redacted]’s request and cancel her Vacation Program, in spite of the fact that there was no right of rescission associated with it. We have also agreed to provide Mrs. [redacted] with a refund that is both fair and equitable, which will be processed and sent to her as soon as she signs and returns our standard Termination Agreement. We trust this resolves Mrs. [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400. Sincerely, Ed C[redacted] Sr. Manager
Thank you for your letter dated February 22, 2016 regarding [redacted]. I was sorry to learn that Ms. [redacted] was uncomfortable with the Vacation Program Agreement that she purchased on December 6, 2012, and that she felt that she was "pressured" into making her...
purchase. It is never our intention to "pressure" clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place, and that all of our customers are comfortable with their purchase.
In regard to Ms. [redacted] assertion that our sales staff had "pressured" her into her decision to purchase her Vacation Program Agreement, we feel that we gave her multiple opportunities to express these feelings, and our records indicate that she never did. As part of our Vacation Program Agreement we enclose a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by initialing "Yes" or "No." I have enclosed a copy of this Acknowledgment for your reference, but note the section below which shows Ms. [redacted] initialing in the affirmative when asked about her overall satisfaction with our Sales staff and the overall purchase.
Are you satisfied with the professionalism and courtesy of our sales staff?
Are you financially comfortable with the purchase prica and associated costs of this program?
After Ms. [redacted] purchased the Vacation Program Agreement our records indicate that there were never any complaints or issues registered in regards to Smartravel’s services or product, so we had no reason to believe that she was anything but satisfied with her purchase. The first indication that Ms. [redacted] was in any way dissatisfied was when we received the complaint to your office.
After receiving your letter a representative from our Customer Service department contacted Ms. [redacted] to discuss her account and see what could be done in an effort to remedy the situation. Our records indicate that Ms. [redacted] explained that the monthly installments due on the balance of her Vacation Program Agreement were no longer affordable, although she was still interested in travelling and vacationing. In the interest of providing exemplary customer service we agreed to relieve Ms. [redacted] of 100% of the balance owed and consider her account paid-in-full, with full use of a representative number of vacation weeks and all of our travel services. Our records indicate that Ms. [redacted] was satisfied by this adjustment to her account.
We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at (800)220-9400.
Sincerely,
Ed [redacted]
Sr. Manager, Customer Service
Smartravel
Thank you for your letter dated February 22, 2016 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department immediately attempted to contact Mr. [redacted] in an effort to discuss what might be done to remedy the situation.
According to our records we have left voicemail messages for Mr. [redacted] on multiple occasions (February 23, February 24, and February 25, 2016), as well as an email, all requesting that he contact us by phone so that we can discuss his account and reach an amicable resolution. The only response that we have received thus far has been an email from Mr. [redacted] on February 24th asking if we could simply resolve this via email. We responded that we need to actually speak with him in order to effectively ascertain his identification and discuss potentially sensitive personal information regarding his financial dealings with Smartravel, and asked him to contact us by phone.
As of the writing of this letter we have not heard from Mr. [redacted], and as a result we were not able to offer a resolution to this complaint. I remain confident that if given the opportunity we could resolve Mr. [redacted]'s concerns. If Mr. [redacted] would like to discuss his complaint and become an active participant in its resolution I would encourage him to contact our Customer Service department at his earliest convenience.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at 1800-220-9400.
Sincerely,
Ed [redacted]
Sr. Manager, Customer Service Sundance Vacations, Inc.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called three separate times (twice on July 2 and on July 6), and I was not able to get in touch with Sandra [redacted].Regards,[redacted]
[redacted], PA 18702
1-800-264-3802
570-235-[redacted] fax
September 15, 2014
Re:
[redacted] IN 46214
Revdex.com Complaint
Dear [redacted],
Thank you for allowing us the opportunity to resolve this complaint between [redacted] and our company. We understand that our product isn’t always in the clients best interest and happy to be able to speak with them to determine the best resolution.
Please be advised that I have had the privilege of speaking with them and have come to a mutual agreement. Smartravel has sent them the release agreement which we are awaiting their signature so we can finalize the cancellation of this account. We also came to a mutual agreement that in consideration of payments made, due to administrative fees, we are cancelling without refund of the $279.00 paid in.
I trust that this resolution is satisfactory to all parties involved. Should you need any future assistance or have any additional questions, Please feel free to contact me at 1-888-731-5327 or via email at [redacted]@vacmail.com.
Sincerely,
[redacted]
Manager, NCS
Smartravel
1-888-731-5327 X [redacted]@vacmail.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did return their phone call and they made it clear they had no intentions of letting me out of their contract. I made it clear I was unhappy with the value of their product. The fact that smart travel has so many Revdex.com complaints and the way they handle their customer service complaints made it clear to me that I want nothing to do with that company. I have never used any of their services and never plan to. I would appreciate any assistance the Revdex.com can lend in helping me rid my life of this company. Thanks,
Regards,
[redacted]
0in 0in 0pt; text-align: center;">8150 Corporate Park Drive, Suite 160
Cincinnati, OH 45242
January 14, 2016
Revdex.com of Central Indiana
Attn: [redacted]
151 N Delaware Street #2020
Indianapolis, IN 46204-2599
Ref: [redacted], ID [redacted]
Ms. [redacted]:
Thank you for your letter dated January 8, 2016 regarding a complaint that was filed by [redacted]. I was sorry to hear of Mr. [redacted]’s misunderstanding regarding the properties that are available for use through his vacation program. After receiving your letter a manager from our Customer Service department made several attempts to contact Ms. [redacted] to discuss his complaint. Our attempts were as follows;
January 11, 2016- call attempt, we left a message requesting that the customer call us back.
January 12, 2016- call attempt, we left a message requesting that the customer call us back.
January 13, 2016- call attempt, we left a message requesting that the customer call us back.
Unfortunately our attempts to reach Mr. [redacted] were unsuccessful as he did not return any of our phone calls. If Mr. [redacted] would like to discuss his complaint I would encourage him to contact our customer service department at his earliest convenience.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at 1-888-731-5327.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I spoke with a lady named Sandy that was friendly and understanding and made sure that we came to a mutual agreement and for that I am thankful to her.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have already submitted the discussed release agreement on 9/16/2014. I will wait until/for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
This is not how my conversation went with Ed yesterday. He was supposed to send me a letter via email and I have not received it. I was also supposed to hear from another department. I have not heard from them. I am leaving on a trip Thursday, August 25, 2016. I will not return until September 3, 2016.
Thank you for your letter dated October 20, 2016 regarding [redacted]. I was sorry to hear that Mrs. [redacted] felt that we had not yet resolved the issue that she had first made us aware of in her letter to your office. Upon receiving your follow-up letter, we immediately set out to ensure that her concerns were addressed.Upon receiving the letter from your office, I emailed Mrs. [redacted] to see if she had received the email I sent her on August 23, 2016, which included our standard Termination Agreement. In subsequent email correspondence with Mrs. [redacted], she informed me that I might have been using an incorrect email address to contact her, and representatives from our affiliated travel partners might have used an incorrect phone number. Mrs. [redacted] also informed me that she would be travelling until November 7, 2016, and would like to have someone contact her after that date to resolve this issue.I have already taken the steps required to ensure that Mrs. [redacted] is contacted when she requested, and our position remains that we will honor Mrs. [redacted]’s request and cancel her Vacation Program, although there was no right of rescission associated with it. We have also agreed to provide Mrs. [redacted] with a refund that is both fair and equitable, which will be processed and sent to her as soon as she signs and returns our standard Termination Agreement.We trust this resolves Mrs. [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400.Sincerely,Ed C[redacted]
Thank you for your letter dated February 22, regarding [redacted] I was sorry to learn that Ms [redacted] was uncomfortable with the Vacation Program Agreement that she purchased on December 6, 2012, and that she felt that she was "pressured" into making her purchaseIt is never our intention to "pressure" clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place, and that all of our customers are comfortable with their purchase In regard to Ms [redacted] assertion that our sales staff had "pressured" her into her decision to purchase her Vacation Program Agreement, we feel that we gave her multiple opportunities to express these feelings, and our records indicate that she never didAs part of our Vacation Program Agreement we enclose a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by initialing "Yes" or "No." I have enclosed a copy of this Acknowledgment for your reference, but note the section below which shows Ms [redacted] initialing in the affirmative when asked about her overall satisfaction with our Sales staff and the overall purchase Are you satisfied with the professionalism and courtesy of our sales staff? Are you financially comfortable with the purchase prica and associated costs of this program? After Ms [redacted] purchased the Vacation Program Agreement our records indicate that there were never any complaints or issues registered in regards to Smartravel’s services or product, so we had no reason to believe that she was anything but satisfied with her purchaseThe first indication that Ms [redacted] was in any way dissatisfied was when we received the complaint to your office After receiving your letter a representative from our Customer Service department contacted Ms [redacted] to discuss her account and see what could be done in an effort to remedy the situationOur records indicate that Ms [redacted] explained that the monthly installments due on the balance of her Vacation Program Agreement were no longer affordable, although she was still interested in travelling and vacationingIn the interest of providing exemplary customer service we agreed to relieve Ms [redacted] of 100% of the balance owed and consider her account paid-in-full, with full use of a representative number of vacation weeks and all of our travel servicesOur records indicate that Ms [redacted] was satisfied by this adjustment to her account We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at (800)220- Sincerely, Ed [redacted] SrManager, Customer Service Smartravel
It was brought to my attention in May that Mr& Mrs*** were in contact with Mid-Atlantic Capital, the Financing Institution for Smartravel, looking for assistance with
their vacation programAs manager of the corporate office in Wilkes-Barre, Pa., I took it upon myself to try to reach out to themI had left three messages asking that they contact me so I could speak with them and see what I could do to resolve any concerns they might be havingUnfortunately I have yet to receive a call back
I received your complaint on 06/22/and have since left an additional three messagesIn my final message to Mr.& Mrs***, I kindly informed them that I would be replying to the complaint and that although that would be my final attempt to reach them, we would still appreciate them returning my call, so we could get this resolved
On behalf of myself as well as Smartravel, I would like to extend my offer to have Mr& Mrs*** contact me so I can assist them with their concerns and come up with a resolution that is in the best interest of everyone involved
Please feel free to contact me at 1-888-731-or [email protected]
Sincerely,
Sandra *** Manager
Smartravel
1-888-731-
[email protected]
Smartravel264 Highland Park BlvdWilkes-Barre, Pa 18702 August 11, 2015 RE: [redacted] [redacted] To whom it may concern: This is in regards to the second letter filed by [redacted]. In her rebuttal she stated that she was not ok with the resolution between Smartravel and herself. Since then I have called and spoken with her regarding a resolution that would work for her. I explained that I wouldn’t want to see her lose out on the monies that she paid in thus far, so I extended an offer to rewrite the account to 6 weeks of vacations for the total she paid in which was $2287.28. [redacted] sounded like this might be something that would work for her but requested that she speak with the other parties involved to be sure. Since my conversation with [redacted] on 08/03/2015 I have not heard back from her with her answer. I have left her a total of 3 messages asking that she contact me with her desired resolution. At this time, the account is still active as we have yet to get an answer. As always, we encourage our clients to follow up with us so we can assist them. Until that time, we welcome any thoughts and suggestions. Should you have any questions, please feel free to contact me at 1-888-731-5327 or [email protected]. Sincerely, Sandra [redacted] Manager,[email protected]
Smartravel IN LLC8150 Corporate ParkDrive, Suite 160Cincinnati, OH 45242 March 2, 2015 Revdex.com ofCentral IndianaAttn: [redacted]151 N DelawareStreet #2020Indianapolis,IN...
46204-2599 Ref: [redacted], ID [redacted] Ms. [redacted]: Thank you foryour letter dated February 24 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a representative from our customer servicedepartment was able to speak with Ms. [redacted] on February 25, 2015 regardingthis complaint. During our conversation Ms. [redacted] explained that the currentmonthly payment amount for her vacation program would cause her a financialhardship. In the interest of customer service we offered to revise Ms. [redacted]’svacation program from 12 weeks as a cost of $4,500.00 to 6 weeks as a cost of$2,100.00. Ms. [redacted] said that she would discuss our offer with theco-traveler on the account and call us back with a decision. We advised Ms.[redacted] that no changes would be made to her account until we received her decision.On February 27, 2015 we made a follow-up call to Ms. [redacted] regarding ouroffer, but had to leave a message asking for a return call. Unfortunately Ms.[redacted] has not yet returned our call. If Ms. [redacted] would like to discuss hercomplaint further I would encourage her to contact our customer servicedepartment at her earliest convenience. We trust thisresolves the complaint and ask to be notified if it is not considered resolved.Should you have any questions regarding this or any other matter, please do nothesitate to contact this office at 1-888-731-5327. Sincerely, CustomerServiceSmartravel INLLC
Thank you for your letter dated August 19, 2016 regarding [redacted]. I was sorry to hear that Mrs. [redacted] felt that the details of her Vacation Program Agreement were not adequately disclosed. It is never our intention to mislead clients, but rather one of our main priorities to ensure that...
all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand. Upon reviewing her complaint to your office, it seems that Mrs. [redacted] feels that she was misinformed verbally regarding her ability to cancel. We feel that this is inconsistent with both the facts of the Indiana Consumer Protection Laws and the efforts our sales staff makes to ensure that all details are disclosed. The fact of the matter is that Mrs. [redacted]’s right to rescission never existed in the first place, in part because she entered into this Agreement in our permanent place of business, and not in her residence or over the telephone. This is also information that is well covered in the Vacation Program Agreement entered into by Mrs. [redacted], and I have included copies of the pertinent pages for your reference. Please note section 11 of the Agreement, as well as question 18 of the Consumer Disclosure Acknowledgment which shows Mrs. [redacted]’s intials in the “Yes” column when asked if she understood that the Agreement was not subject to any right of rescission.Upon receiving the letter from your office I contacted Mrs. [redacted] to see what could be done to rectify the situation. Our records indicate that on August 23, 2016 we agreed, in the spirit of providing exemplary customer service, that we would honor Mrs. [redacted]’s request and cancel her Vacation Program, in spite of the fact that there was no right of rescission associated with it. We have also agreed to provide Mrs. [redacted] with a refund that is both fair and equitable, which will be processed and sent to her as soon as she signs and returns our standard Termination Agreement. We trust this resolves Mrs. [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400. Sincerely, Ed C[redacted] Sr. Manager
Thank you for your letter dated February 22, 2016 regarding [redacted]. I was sorry to learn that Ms. [redacted] was uncomfortable with the Vacation Program Agreement that she purchased on December 6, 2012, and that she felt that she was "pressured" into making her...
purchase. It is never our intention to "pressure" clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place, and that all of our customers are comfortable with their purchase.
In regard to Ms. [redacted] assertion that our sales staff had "pressured" her into her decision to purchase her Vacation Program Agreement, we feel that we gave her multiple opportunities to express these feelings, and our records indicate that she never did. As part of our Vacation Program Agreement we enclose a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by initialing "Yes" or "No." I have enclosed a copy of this Acknowledgment for your reference, but note the section below which shows Ms. [redacted] initialing in the affirmative when asked about her overall satisfaction with our Sales staff and the overall purchase.
Are you satisfied with the professionalism and courtesy of our sales staff?
Are you financially comfortable with the purchase prica and associated costs of this program?
After Ms. [redacted] purchased the Vacation Program Agreement our records indicate that there were never any complaints or issues registered in regards to Smartravel’s services or product, so we had no reason to believe that she was anything but satisfied with her purchase. The first indication that Ms. [redacted] was in any way dissatisfied was when we received the complaint to your office.
After receiving your letter a representative from our Customer Service department contacted Ms. [redacted] to discuss her account and see what could be done in an effort to remedy the situation. Our records indicate that Ms. [redacted] explained that the monthly installments due on the balance of her Vacation Program Agreement were no longer affordable, although she was still interested in travelling and vacationing. In the interest of providing exemplary customer service we agreed to relieve Ms. [redacted] of 100% of the balance owed and consider her account paid-in-full, with full use of a representative number of vacation weeks and all of our travel services. Our records indicate that Ms. [redacted] was satisfied by this adjustment to her account.
We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at (800)220-9400.
Sincerely,
Ed [redacted]
Sr. Manager, Customer Service
Smartravel
Thank you for your letter dated February 22, 2016 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department immediately attempted to contact Mr. [redacted] in an effort to discuss what might be done to remedy the situation.
According to our records we have left voicemail messages for Mr. [redacted] on multiple occasions (February 23, February 24, and February 25, 2016), as well as an email, all requesting that he contact us by phone so that we can discuss his account and reach an amicable resolution. The only response that we have received thus far has been an email from Mr. [redacted] on February 24th asking if we could simply resolve this via email. We responded that we need to actually speak with him in order to effectively ascertain his identification and discuss potentially sensitive personal information regarding his financial dealings with Smartravel, and asked him to contact us by phone.
As of the writing of this letter we have not heard from Mr. [redacted], and as a result we were not able to offer a resolution to this complaint. I remain confident that if given the opportunity we could resolve Mr. [redacted]'s concerns. If Mr. [redacted] would like to discuss his complaint and become an active participant in its resolution I would encourage him to contact our Customer Service department at his earliest convenience.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at 1800-220-9400.
Sincerely,
Ed [redacted]
Sr. Manager, Customer Service Sundance Vacations, Inc.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called three separate times (twice on July 2 and on July 6), and I was not able to get in touch with Sandra [redacted].Regards,[redacted]
Smartravel
...⇄ [redacted]...
[redacted], PA 18702
1-800-264-3802
570-235-[redacted] fax
September 15, 2014
Re:
[redacted] IN 46214
Revdex.com Complaint
Dear [redacted],
Thank you for allowing us the opportunity to resolve this complaint between [redacted] and our company. We understand that our product isn’t always in the clients best interest and happy to be able to speak with them to determine the best resolution.
Please be advised that I have had the privilege of speaking with them and have come to a mutual agreement. Smartravel has sent them the release agreement which we are awaiting their signature so we can finalize the cancellation of this account. We also came to a mutual agreement that in consideration of payments made, due to administrative fees, we are cancelling without refund of the $279.00 paid in.
I trust that this resolution is satisfactory to all parties involved. Should you need any future assistance or have any additional questions, Please feel free to contact me at 1-888-731-5327 or via email at [redacted]@vacmail.com.
Sincerely,
[redacted]
Manager, NCS
Smartravel
1-888-731-5327 X [redacted]@vacmail.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did return their phone call and they made it clear they had no intentions of letting me out of their contract. I made it clear I was unhappy with the value of their product. The fact that smart travel has so many Revdex.com complaints and the way they handle their customer service complaints made it clear to me that I want nothing to do with that company. I have never used any of their services and never plan to. I would appreciate any assistance the Revdex.com can lend in helping me rid my life of this company. Thanks,
Regards,
[redacted]
Smartravel IN LLC
0in 0in 0pt; text-align: center;">8150 Corporate Park Drive, Suite 160
Cincinnati, OH 45242
January 14, 2016
Revdex.com of Central Indiana
Attn: [redacted]
151 N Delaware Street #2020
Indianapolis, IN 46204-2599
Ref: [redacted], ID [redacted]
Ms. [redacted]:
Thank you for your letter dated January 8, 2016 regarding a complaint that was filed by [redacted]. I was sorry to hear of Mr. [redacted]’s misunderstanding regarding the properties that are available for use through his vacation program. After receiving your letter a manager from our Customer Service department made several attempts to contact Ms. [redacted] to discuss his complaint. Our attempts were as follows;
January 11, 2016- call attempt, we left a message requesting that the customer call us back.
January 12, 2016- call attempt, we left a message requesting that the customer call us back.
January 13, 2016- call attempt, we left a message requesting that the customer call us back.
Unfortunately our attempts to reach Mr. [redacted] were unsuccessful as he did not return any of our phone calls. If Mr. [redacted] would like to discuss his complaint I would encourage him to contact our customer service department at his earliest convenience.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at 1-888-731-5327.
Sincerely,
Customer Service
Smartravel IN LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I spoke with a lady named Sandy that was friendly and understanding and made sure that we came to a mutual agreement and for that I am thankful to her.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have already submitted the discussed release agreement on 9/16/2014. I will wait until/for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
This is not how my conversation went with Ed yesterday. He was supposed to send me a letter via email and I have not received it. I was also supposed to hear from another department. I have not heard from them. I am leaving on a trip Thursday, August 25, 2016. I will not return until September 3, 2016.
Thank you for your letter dated October 20, 2016 regarding [redacted]. I was sorry to hear that Mrs. [redacted] felt that we had not yet resolved the issue that she had first made us aware of in her letter to your office. Upon receiving your follow-up letter, we immediately set out to ensure that her concerns were addressed.Upon receiving the letter from your office, I emailed Mrs. [redacted] to see if she had received the email I sent her on August 23, 2016, which included our standard Termination Agreement. In subsequent email correspondence with Mrs. [redacted], she informed me that I might have been using an incorrect email address to contact her, and representatives from our affiliated travel partners might have used an incorrect phone number. Mrs. [redacted] also informed me that she would be travelling until November 7, 2016, and would like to have someone contact her after that date to resolve this issue.I have already taken the steps required to ensure that Mrs. [redacted] is contacted when she requested, and our position remains that we will honor Mrs. [redacted]’s request and cancel her Vacation Program, although there was no right of rescission associated with it. We have also agreed to provide Mrs. [redacted] with a refund that is both fair and equitable, which will be processed and sent to her as soon as she signs and returns our standard Termination Agreement.We trust this resolves Mrs. [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400.Sincerely,Ed C[redacted]