Dale Cox Contracting

The customer placed this order online agreeing to our Terms of Sale at the time of purchase including, this activity is non-cancelable and non-changeable. The dates and times cannot be changed. No refunds or credits can be given. Vacation Vouchers must be picked up in person at the VME... Customer Service Center. Please see itinerary for hours, address, and directions. However, due to the confusion we would be offer to email your vouchers to you.

Initial Business Response / [redacted] (1000, 5, 2016/10/13) */ Contact Name and Title: [redacted] - Customer Advocate Contact Phone: XXX-XXX-XXXX Contact Email: ***@yten.com The customer utilized our online ordering system on 8/18/at 10:AM agreeing to our Terms of Sale at the time of purchase, including that [redacted] tickets are non-cancelable, non-changeable, non-refundableOur Terms of Sale are available to view on every page of our websiteWe even move the link up at check out and request that our customer's read them The customer called in on 10/4/at 10:AM requesting to cancel their tickets due to the hurricaneThe Customer Service Representative quoted policy and let the customer know that we would not be able to cancel the ticketsThe Customer Service Representative was simply doing their jobThe order was then sent over to a supervisor for reviewThe Customer Service Supervisor was able to go above policy and get the tickets canceled with the vendorThe customer was refunded in full due to the circumstancesA refund of [redacted] was issued on 10/12/The Customer Service Supervisor made contact with the customer and let them know that we were able to get their order canceled and that we refunded them in full for it Is there something else that the customer would like in order for us to resolve this issue? Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I RECEIVED A FULL REFUND

Initial Business Response / [redacted] (1000, 5, 2017/05/05) */ Contact Name and Title: [redacted] - CAD Supervisor Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @yten.com The customer utilized our online ordering system on 4/11/at 9:PM agreeing to our Terms of Sale at the time of purchase, including that cancellations received more than days prior to the date of your first reservation can have 100% of your vacation's value applied to a future vacation for up to months or a 75% refundThe reservations were placed and the seats were heldThe voucher was available to be picked up in our Customer Center with a valid photo I.DThe itinerary and directions to our Customer Center were sent to the customer's email as requested by the customer The reservation was placed for [redacted] Show for 4/20/at 7:PMThe order was completed and the order complete email with directions to pick the voucher up was sent to the customer on 4/12/We do realize that our customer's are unable to print while traveling, which is one reason we ask that our customer's pick their vouchers up at our Customer Center On 5/4/at 12:PM the customer called and spoke with a Customer Service Representative in regards to a refundThe customer stated that they had bought tickets with another company so they wanted this reservation canceledThe Customer Service Representative quoted policy and let the customer know that since the reservation was past date we would be unable to issue a refund The customer later opened a dispute and reached out to us via [redacted] It was explained to the customer that the voucher was available to be picked up at the customer center and that we sent the information to the customer via emailIt was also explained that due to the reservation being past date and Branson Shows being charged for the reservation that we would not be able to issue a refundThe customer indicated that we did not send the voucher until a day after they left for vacationWe actually did not send the voucher at all, but instead sent the itinerary and directions to the voucher pick up locationWe understand that the customer did not have a printer while traveling, however the directions did not need to be printedThe customer simply needed to show up to the customer center to be picked up We are sorry that the customer was unable to use the reservationHowever, we did send everything the customer needed to pick up their vouchers via email as requested by the customerThe customer did not contact us until weeks after their show dateThe seats were held for the customer as wellIf the reservation was not utilized then the seats went empty and were unable to be resoldHad the customer contacted us before the show date, we would have been more than happy to assist the customer with canceling the order per our Terms of Sale The chargeback on this order is still open and pendingAside from a refund, what would the customer like in order to resolve this issue?

Complaint: ***
I am rejecting this response because:
minutes after someone should have been able to stop the transactionNot answering, nor calling back the number left twice on voicemail tells me it was delayed until transaction was completed.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/08) */
The tour company notified us this customer did in fact redeem her vouchers and take the tour she purchasedNo refund can be given for tickets that were used
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
Vacations made easy is claimimg that I attended the tour despite being told by them that it was overbooked...they told me I would receive a refund so I went ahead and purchased tickets for a different tourI could not have attended the tour they are claiming I attended because I was on another tour at that time and I have proof of thatThe tour they are claiming I attended began at 1:and was three hours longAfter I was told it was overbooked I scheduled a different tour with the redneck comedy bus at 3:which means there is no way I could have been on the other tourI have proof of that and you can ask any of the drivers to confirm!
Final Business Response /* (4000, 9, 2015/12/11) */
We spoke with the tour company for the tour you booked with us and they are stating you did in fact take the tour
We have to abide by the policies of our vendors and we have paid the tour company for the tickets you purchased with usThey are stating you took the tour and are providing us with no refund
If you can provide us proof that you were on another tour then we will happily refund you in full
Final Consumer Response /* (4200, 11, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed a copy of the tour confirmation to ***@vacationsmadeeasy.com because I was not able to find another email for your companyThe tour we went on started at 4:and the tour you are claiming we went on went from 1:30-4:so we could not have attended that tourIf you have another email I can Send this to please let me knowThank you

Initial Business Response /* (1000, 9, 2015/06/19) */
The customer purchased a non-cancelable hotel when placing his order through our online ordering systemThe terms of sale provided to the customer did state that the hotel he placed in his package would be non-cancelable once purchasedThe
customer also included the following items in their package: *** *** Tour and the *** *** Luncheon BuffetThe *** *** is a local festival in Mackinac but not one that we sell tickets for nor did the customer make any requests for the *** *** during his purchaseWe are sorry that he was confused regarding his package but we do not offer the *** *** on our site
The customer could have cancelled the activities in this order up to hours prior to the arrival date but no cancellation was made and this order is now a past date order
We do value Mr*** as a customer and would like to offer him a *** gift certificate toward a future purchase with Vacations Made Easy as a resolution to this complaint
Initial Consumer Rebuttal /* (2000, 11, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not totally satisfied but this will make up part of the gap in costs

In order for an order to be submitted, billing information, payment information and shipping information have to all be manually entered. To pay via PayPal the customer would have to manually login to PayPal and submit payment. As previously stated, we are not in the practice of placing orders and making unauthorized payments to said orders.Upon acceptance of this offer we would be willing to meet the customer in the middle and offer a 90% refund. The customer has already been refunded $154.47. If the customer were to accept the 90% refund offer, we would be willing to issue an additional refund in the amount of $making the total refund amount $

Initial Business Response /* (1000, 9, 2016/07/06) */
Contact Name and Title: ***- Customer Advocacy
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@yten.com
The customer placed their order via phone on 4/18/at 12:PM agreeing to our Terms of Sale at the time of
purchaseOn 4/18/we were notified that The Legend of Kung Fu was no longer availableA Customer Service Supervisor made contact with the customer to inform them that the show was no longer available on the date/time that the customer originally selectedAt this time the customer decided to switch Legends of Kung Fu to 6/at 7PM and move Million Dollar Quartet to 6/at 8PMWe sent over new reservation requests to both of these shows and received confirmation back on both of them
Due to the miscommunication between us and the vendor the Million Dollar Quartet was actually booked for 6/and not 6/Upon acceptance of this offer we would be willing to refund the customer in full for the Million Dollar Quartet

Initial Business Response /* (1000, 9, 2016/06/09) */
Contact Name and Title: *** Customer Advocate
Contact Phone: XXXXXXXXXX ex ***
Contact Email: ***@yten.com
The customer placed their order online on 5/21/at 12:12PM agreeing to our terms of sale at the time of
purchase, including that "all seat assignments are "best available general admission seats at time the reservation is made"We will forward any special request to the reservation department but absolutely no guarantees are made regarding actual seat assignments." On 5/23/we were notified by the vendor that there were only single seats available for the requested date and timeA Customer Service Supervisor then contacted the customer to let them know that their show date was not available and offered alternate dates to the customerAt this point since we were unable to accommodate the customer for the original date and time they chose, the customer had the option to choose an alternate date or receive a full refundThe customer chose to reschedule to the later show that was offered on the same day at 9:PM
The customer asked several times if she would be able to get specific seats and was told each time that we would be more than happy to request those seats but that we would be unable to guarantee themThe customer also asked about cancellation if she was not happy with the seatsIt was explained to her that once the reservation was actually placed and the seats were assigned the tickets would be non-cancelableThe customer chose to continue with the order and to reschedule her show time to 9:PMThe seating request was passed *** to the reservations department, unfortunately we were unable to accommodate the seating requested and we booked the best seats available
We apologize that the customer is unhappy with their seating assignments, however we do not and did not bump the customer to a later show and switch the seats out for worse seatsWe made a good faith effort to get the best available seatsHowever, *** *** was performing which is typically sold out months in advanceThe customer ordered weeks before the show and there was just simply no seats available in the customers desired section and row and only single seats available at the 7PM showingAside from a full refund, how would the customer like for us to resolve this issue?
Initial Consumer Rebuttal /* (3000, 11, 2016/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We absolutely do not accept this excuseWe were never given the option of single seats in the chosen area of the theater or anywhere in the theater for that matterWe would have accepted single seats closer to the stageWe paid $for seats three rows from the rear of the theater and wound up at the later 9:show which is approximately when we go to bed and so far back that we watched the show from a video screenIt was a complete waste of moneyWe could have stayed home and watched a similar country music show in TV
Final Consumer Response /* (4200, 20, 2016/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will never deal with this firm again
Final Business Response /* (4000, 18, 2016/06/20) */
There were only single seats left for the requested show date and time, NOT single seats in the customer's requested areaWe do not book single seats or standing room only which is why when the Supervisor contacted the customer she was offered a full refund or to book a different time where we still had availabilityWe are sorry that the customer was unhappy with their seatingWe provided the best seats available for the show as we promised, so therefore we cannot refund for this orderWe even explained to the customer during the call that we seat best available and we cannot guarantee her specific seats and that once she booked the tickets were non-cancelableThe customer agreed to these terms and bookedWe booked the best seats available for an almost sold out performanceWe appreciate this customer's business and want to make them happyHow can we resolve this situation for the customer?

Initial Business Response /* (1000, 5, 2015/09/07) */
We require hours notice of cancellation and the cancellation options we provide are either a 100% gift certificate or 75% refundThese are the cancellation options outlined in our terms of sale and are in effect as soon as the customer
submits an orderthere is no law requiring us to allow same day cancellationWe also did not trap the customer into booking with usWe are an internet based companyThe customer ordered from our website and was not trapped or misleadWe charge a service fee on our tickets which is also stated int he terms of sale the customer agreed upon when placing the orderWe went above policy for this customer and tickets were held at the venue directly for pick-upWe feel this issue is resolved
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
YES, WITH OBJECTIONSVME makes no mention of the incorrect internet information leading me to purchase tickets through themInternet option was to have tickets (or vouchers) printed AND I received an email from VME stating that I had, in fact, chosen that optionLets get it right, VME!
*** ***

Initial Business Response /* (1000, 9, 2016/10/24) */
Contact Name and Title: *** - Customer Advocate
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@yten.com
The customer placed their order via phone on 9/8/at 3:PM agreeing to our Terms of Sale at the time of purchase, including that
purchases are subject to a service feeAny applicable service fee is included in the quoted pricesApplicable taxes are included in the quoted pricesThe reservations were placed and the seats were heldThe voucher was sent to the customer via email and our records indicate that the customer printed on 9/29/
On 10/6/the customer made contact in regards to canceling tickets on the orderA new order was created and the customer received a full refund to a Gift Certificate in the amount of *** On 10/10/at 4:PM the customer called in and spoke with a Customer Service Representative in regards to the cost of the ticketsThe Customer Service Representative quoted policy and explained to the customer that we are a service company so there are fees involved
We are a service company and as our Terms of Sale state, we do include a small service fee in our priceThat fee is quoted in the final price and was agreed upon by the customerYou can also find this information listed in the FAQ's on our websiteHowever, upon acceptance we would be willing to go above our policy and offer the customer a refund of ***
Initial Consumer Rebuttal /* (2000, 11, 2016/10/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The proposed refund of *** is fair and acceptable

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2016/08/16) */
Contact Name and Title: *** Customer Advocate
Contact Phone: XXXXXXXXXX
Contact Email: ***@yten.com
The customer utilized our online ordering system on 7/3/at 5:PM agreeing to our Terms of Sale at the time of
purchase, including that cancellations received more than days prior to the date of your first reservation can have 100% of your vacation's value applied to a future vacation for up to months or a 75% refundThe customer called in at 5:PM requesting to cancel and spoke with a Customer Service RepresentativeThe Customer Service Representative quoted policy and asked the customer which refund option they would likeThe customer chose and agreed to have the 75% refundThe refund was issued on 7/4/at 7:AM in the amount of $The Customer Service Representative was simply following policy and the customer accepted
We feel as though our cancellation policy is fairWe place each reservation individually and specifically for each one of our customersThis customer did contact us and request cancellation before the reservations were madeWe would be willing to go above our policy and issue a full refund upon acceptance of this offer
Initial Consumer Rebuttal /* (2000, 11, 2016/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI believe the response to be accurate and trueI accept the full refund

The customer utilized our online ordering system on 10/19/at 3:PM agreeing to out Terms of Sale at the time of purchase, including this activity " *** *** *** " tickets are non cancelable and non-changeable. We apologize for the confusion because this does not include a
presentation. The customer does not have to go to any presentation to get the tickets. We hope this clears up any questions or concerns the customer might have

Final Consumer Response /* (2000, 9, 2016/09/28) */
They told me they would refund the cost of ticketI am still waiting for their check of *** I will let you know when I receive it
Thank you,
*** ***

Initial Business Response /* (1000, 5, 2017/06/01) */
Contact Name and Title: *** - CAD Supervisor
Contact Phone: ***
Contact Email: ***
The customer utilized our online ordering system on 5/26/at 2:PM agreeing to our Terms of Sale at the time of purchase,
including that all seat assignments are "best available general admission seats at time reservation is made"We will forward any special request to the reservation department but absolutely no guarantees are made regarding actual seat assignmentsIt is impossible for us or any other vendor to guarantee specific seatsThe reservation was placed and the seats are being heldThe tickets were sent to the email address provided by the customerOur records indicate that the customer printed their tickets on 5/30/at 6:AM
On 5/26/at 5:PM we did receive the written correspondence from the customer and a reply was sent confirming the purchaseAt the time the customer wrote in, the reservation was still pendingEach reservation has to be individually placed as we do not pre purchase an allotment of ticketsBecause of this, we have a processing time of 24-hours for each order placedThe order was completed and closed in less than hours
The customer did request mezzanine seatingHowever, that was a request and those seats were not guaranteed per our Terms of SaleSince the mezzanine seating was not available we did provide the customer with the best general admission seats availableWhen this dispute was received we did reach out to Grand Ole Opry to see if mezzanine seats had become available and found that the requested section is still sold out
We can assure the customer that their reservation is legitimate and that they have been provided with real ticketsThe customer can confirm this by contacting the Grand Ole Opry and providing their confirmation number, which is listed on the tickets
Upon acceptance, we would be willing to offer the customer a date/time change requestGrand Ole Opry let us know that there are much more seats available at the 9:PM show on 6/2/We do realize that the 9:PM show may be too late to attend, so we would be willing to request an alternative date/time

Initial Business Response /* (1000, 5, 2016/07/15) */
Contact Name and Title: *** Customer Advocate
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@yten.com
The customer utilized our online ordering system on 7/1/at 7:30PM agreeing to our Terms of Sale at the time of
purchaseThe reservations were placed and the vouchers were sent to ***@gmail.com as requested by the customer
On 7/14/we were notified that the Nautica Queen was canceling their dinner cruise for 7/15/at 7:30PMWe immediately started trying to contact the customerAt 7:PM that evening the customer called us back in regards to the voicemail that was left for them about the cruise being canceledThe Customer Service Supervisor let the customer know that Nautica Queen canceled the cruise and offered alternatesThe only alternates available closest to the original date/time the customer chose were a lunch cruise on 7/15/at 12PM and a dinner cruise on 7/22/at 7:30PMThe customer was not satisfied with these alternates and started demanding that we contact the venue and force them to let them cruise Saturday 7/16/Nautica Queen does not have any cruises going out on 7/16/and we cannot make them send a cruise outThe customer then wanted us to comp his hotel stayThe Customer Service Supervisor let the customer know that we would not be able to do that, but if the customer didn't want an alternate cruise we could refund them in full for the cruise onlyThe customer accepted and the refund was issued on 7/14/at 9:PM in the amount of $
We made the reservations for this customer and had everything confirmedThe vendor canceled the cruise on 7/14/This was not something that we could control and we made a good faith effort to find an alternate cruise date/time for the customerThere just were not many options available during the time the customer would be in townAside from a full refund what would the customer like us to do to resolve this issue?
Initial Consumer Rebuttal /* (3000, 7, 2016/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response implies that we agreed to the offer but that is incorrectWe asked to cancel the hotel reservation and they refused because we didn't give them hours noticeYet, they are the ones who canceled the cruise at the last minuteThe cruise was the only reason we were going to Cleveland, so since that got canceled we had nothing to do thereWe did not want to go anymore and asked repeatedly to cancel the hotel since there was no point anymoreThey refused and also refused our request to speak to a supervisorIt was a big waste of money and timeAnd they were rude on top of all that
Final Consumer Response /* (4200, 19, 2016/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although this response is the first response that appears to address our full complaint and it seems like progress, after all this time, I still don't understand why the hotel couldn't be canceled since the cruise was canceledIf Vacations Made Easy books through the hotel and they have a business agreement with them, why couldn't they request a cancelation when we begged them to since the customer was not the one who canceled the cruise? In the future, I hope that Vacations Made Easy tries to work with more companies for feasible alternatives should a cancelation take place and instead of being rude and refusing to communicate with customers, explain the situation and answer any questions customers have with a real answer and not the run aroundMy first wedding anniversary was important to meOur love story is not common and we have been through so much and this anniversary mattered to usIt has taken all of these emails and the Revdex.com before that has even been acknowledged or I have been communicated with in a professional mannerIt should not take all of thatIdeally, I would like the price of the hotel refunded to us, but with this company's track record, I am not optimisticI wish I could go back in time and have a wedding anniversary with good memories but that's not possibleThe hotel should have been canceled to begin withIf that was not possible, Vacations Made Easy should have given us our hotel money back while working to build better relationships with their partner companiesWhat is the point of using Vacations Made Easy then? What is the benefit if they can't help make things easier? I could have booked myself and done a better job minus the heartache
Final Business Response /* (4000, 17, 2016/08/03) */
Vacations Made Easy does not book for the Goodtime III cruise so we were unable to offer that as an alternate optionIt was not our intention for the Nautica Queen cruise to be canceled and as stated before we are unable to make Nautica Queen hold an additional cruise for one of our reservationsWe are very sorry that the cruise was canceled and the customer was not able to attendWe would have loved to be able to find the customer an alternate cruise or activityHowever, we don't offer any alternates that would have worked for the time the customer was to be in townThe hotel reservation was non-cancelable at the time the customer requested to cancel and therefore we were unable to cancel that reservation
The customer was speaking with a supervisor at the time they requested to speak with oneThe Customer Service Supervisor explained to the customer that they were a supervisor and would be the supervisor working on their orderThe Customer Service Supervisor did the best they could in order to make this right with the customerThe customer was refunded in full for the canceled cruise and offered the only alternate options we had availableAside from a refund for the hotel reservation what would the customer like for us to do to resolve this issue?

On 8-14-Ed had spoken with Mr*** and told me to send a check for $ck#*** was sent out that day-- Thank You!

Initial Business Response /* ***) */
The customer placed their order via phone on *** agreeing to our Terms of Sale at the time of purchase, including that cancellations received more than days prior to the date of your first reservation can have 100% of your
vacation's value applied to a future vacation for up to months or a 75% refundThe reservations were placed and the seats were heldThe vouchers were available for pick up at our Customer CenterThe itinerary and directions to our office were sent to the customer via postal mail
On *** the customer called in and spoke with a Customer Service Representative in regards to placing an order for Maxine's Christmas CarolDuring this sales call the Customer Service Representative and the customer discussed pricing and our cancellation policyThe customer was quoted a price of $for adult tickets to Maxine's Christmas CarolThe customer accepted this price and provided complete payment information for total payment of the order
After the order was placed and the payment completed, the customer inquired about the priceThe customer stated that they were quoted a price of $per ticketIt was explained to the customer what our prices were and that it was agreed uponThe customer claimed to have gotten this price from the venue directly and claimed that is who they thought they were talking toIt was explained to the customer that when they called we answered the phone multiple times with our company nameDuring this time the customer asked to cancel the reservationThe Customer Service Representative quoted policy and offered the customer our standard cancellation optionsThe customer declined and asked to speak with a supervisorThe Customer Service Supervisor was able to go above policy and offered the customer a 90% refundThe customer declined
We placed this reservation as requested by the customerThe customer agreed to the price of the tickets and provided payment information for total payment of the orderThe customer also filed a credit card dispute and the credit card company found in our favorUpon acceptance of this response we would be happy to honor the offer of a 90% refund
Aside from a full refund, what would the customer like in order to resolve this issue?

I read the response from Vacations Made Easy and Yes, I would like my non-refundable tickets sent to me, bypassing the centerI don't know how to respond to that other than letting you know we would accept our tickets through the mail Thank you, ***