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Dale Cox Contracting

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Reviews Dale Cox Contracting

Dale Cox Contracting Reviews (180)

Initial Business Response /* (1000, 9, 2015/07/23) */
On 6/25/the customer contacted us and made their reservations, agreeing to our terms of saleOur terms of sale are listed on every page of our site for customers to reviewThe reservations were made and confirmation vouchers were sent to
the customerThe customer contacted us on 7/2/requesting to cancelPer our terms of sale that were agreed upon, the last date to make any cancellations or refunds for the hotel would have been June 30th, The customers reservations were past the cancellation deadline so no changes or cancellations could be madeIn regards to the *** *** *** and *** ***, these tickets are non-cancelable, non-refundable
We understand the customer is now dissatisfied with these terms and is still requesting a full refund of their entire orderThese reservations were made and issued to the customer but we would be willing to come to a resolution and go above policy and offer a refund of *** as a resolution to their complaint
Initial Consumer Rebuttal /* (3000, 11, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel I should at least get what I paid for the night hotel stayThere was time to cancel this reservationAlso this was a family emergency and a could have gotten prof from the hospitalWe did go to Nashville the next weekend and went to the ticket office at the grand old opry to buy ticketsThey did tell me that the tickets were exchanable so vacations made easy could have exchanged my tickets for a show the next weekendHowever, I didn't bring the vouchers and they also said they couldn't give me the same seatI also called the hotel and that reservation could have changedThat is why I am asking for that money refunded
Final Business Response /* (4000, 15, 2015/08/05) */
The hotel and the Grand Old Opry tickets are not changeable or cancelable past the cancellation deadline we provided the customerThe change/cancel deadline is provided to the customer in the terms of sale that was agreed uponWe are willing to go above policy as an effort of good faith to offer this customer a refund in the amount of *** as a resolution to this complaint

The customer placed their order via phone on 11/15/at 7:PM agreeing to our Terms of Sale at the time of purchase including, purchases are subject to a service feeAny applicable service fee is included in the quoted pricesApplicable taxes are included in the quoted pricesOn
12/4/at 2:PM the customer called in with concerns to being overchargedThe customer was transferred to a Customer Service Supervisor who spoke to the customer regarding his concernsThe Customer Service Supervisor offered the customer a 10% refund and the customer acceptedThe refund was processed on 12/5/at 12:PMThe customer agreed to our Terms of Sale at the time of purchaseThe Customer Service Supervisor went above policy and offered the cusotmer a 10% refundThe customer accepted the offer and the refund was issued

Initial Business Response /* (1000, 13, 2015/06/10) */
We are a booking agency and an internet-based vacation companyWe assist customers in planning their trips and book their activities, attractions, shows, and lodging for them and incorporate it into a package for their convenienceWe are
bound by the cancellation policies of our vendors and for this reason we have a hour cancellation requirementThis is provided to the customer in the terms of sale they agreed to upon placing the orderThe hotel and activities in their package were booked on their behalf and paid for by our company to hold those reservations for themThe customers payment was applied to these reservations made on their behalfWhen the customer did not provide proper time for cancellation these vendors still charged us for them due to the fact that these reservations were held on the customer's behalfWhile we are certainly sorry for the customers issues and would like to be able to allow them to reschedule or refund them we have been charged for these items and there is no credit we can provide in the form of a refund or to purchase new reservations for them to reschedule tooI am willing to provide a *** gift certificate from our company that they can use toward their future reservations as a resolution to this complaint and because we value them as a customer
Initial Consumer Rebuttal /* (2000, 15, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have not other choice

Initial Business Response /* (1000, 9, 2015/05/14) */
Customer placed their order using our online ordering system VacationsMadeEasy.com on 4/21/at 3:38pmThe customer was provided with the order details and the total price of their orderThe total price that we offer on our site is the
price that we are able to offer our customersIf there is another offer or special promotion rate elsewhere, we do not price matchHotel pricing is also very dynamic
The customer accepted our terms of sale, agreed to the total price of the order and proceeded to process their order providing all of the information necessary to complete the orderThe reservations were made and the vouchers were emailed to the customer as requestedOur system shows that the customer logged in and printed their vouchers on 4/25/at 6:08pm
The customer contacted us on 4/25/requesting to cancel their reservations but the reservations were past the cancellation deadline so no refunds or credits could be givenWe did go above policy for the customer though and refunded them in the full on 4/27/in the amount of $as a resolution to their complaint

Initial Business Response /* (1000, 10, 2016/08/03) */
Contact Name and Title: *** Customer Advocate
Contact Phone: XXXXXXXXXX
Contact Email: ***@yten.com
The customer utilized our online ordering system on 7/22/at 10:AM agreeing to our Terms of Sale at the time
of purchase, including that Grand Ole Opry tickets are non-cancellable, non-changeable, non-refundableOur Terms of Sale are accessible from every page of our website including at check out before completing any purchaseOn 7/22/the customer called in and spoke with a Customer Service Representative in regards to cancelingThe Customer Service Representative quoted policy and let the customer know that we would not be able to cancel the reservationThe customer then asked to speak with a SupervisorThe Customer Service Supervisor was able to go above policy and offer the customer a 75% refund back to the original method of payment or a 100% refund to a gift certificateThe customer chose and accepted a 75% refundA refund of $was issued on 7/23/at 8:PMAside from a full refund what would the customer like for us to do to resolve this issue?
Initial Consumer Rebuttal /* (3000, 12, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want a full refund I was not offered what they sayI will never use them again so what good is a gift certificate? I want a full refund.they also put another hold or charge on my card that I did not authorizeI also asked to talk to someone higher than the supervisor and she refused to let me speak to anyone else.they obvious did not want to resolve to my satisfaction
Final Consumer Response /* (4200, 21, 2016/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received no tickets from you.please provide the receipt number and the seats you purchased.I called the grand old Oprah and they advised you purchased any tickets for me and had no tickets on hold.sinse you did not purchase any tickets and I received nothing for my expense,I want a percent refund tx***
Final Business Response /* (4000, 18, 2016/08/15) */
A Customer Service Supervisor did go above our policy and was able to offer the customer our standard cancellation policy on non-cancelable, non-changeable, non-refundable ticketsThe customer spoke with our highest Supervisor availableVacations Made Easy has made a good faith effort to resolve this issue with the customerHowever, we are willing to once again go above our policy and offer the customer a 90% refund upon acceptance of this responseThe refund would be an additional $36.54, making the total refund $

Complaint: ***
I am rejecting this response because:
I can't think of any other way to resolve the issue besides getting the rest of my refundI only chose the percent refund because I couldn't get all of itThey can said I completed purchase but I never selected anything that said complete purchaseYes I got to that page, but there was a page that stated to complete purchase and I never didSo unless the remaining amount can be credited, there's nothing else they can do for me, because I didn't want a gift card for their business because I'll never do business with them again.
Sincerely,
*** ***

Initial Business Response /* (1000, 13, 2015/10/02) */
Revdex.com Case: XXXXXX
Vacations Made Easy Order: XXXXXXX
On 8/17/at 4:24pm the customer utilized our online ordering system, agreed to our terms of sale and proceeded to provide all of the necessary information to complete their reservations
The reservations for Adult ticket to the *** *** *** were made and confirmation was emailed to ***@msn.com on 8/17/per customer request
On 8/20/at 10:18pm the customer utilized our online ordering system again, agreed to our terms of sale and proceeded to provide all of the information again necessary to complete their reservationsThe customer placed an order for Adult tickets to the *** *** *** the reservations were made and confirmation was emailed to the customer on 8/21/
The customer placed two different reservations on two different days, one for Adults and the other for an additional Adult tickets to the *** *** *** Each reservation placed the customer was provided with a confirmation email with their itinerary and ticketsVacations Made Easy does not save customer credit card information so any payment received must be provided again by the customer with each order they are placing
On 8/21/the customer contacted us requesting to cancelPrior to placing any reservations with our company the customer is prompted to provide their information and provided a link to our terms of sale that states "By placing your order, you agree to our terms of sale." Our terms of sale are also listed on every page of our sitePer our terms of sale that were agreed upon, these reservations are non-cancelable, non-refunableNo credits or refunds can be givenOn 8/25/we spoke with the customer went above policy and offered them a partial refund in the total amount of $The customer accepted and their refund was processed on 8/25/as a resolution to their complaint
Initial Consumer Rebuttal /* (3000, 20, 2015/10/19) */
I just called the Revdex.com office in Springfield, MOand learned that the office closes early on FridaysI wanted to respond to Vacations Made Easy's rely to our complaint on 10/5/
Their reply was not factual in many respectsWe did not make a new order on 8/for more tickets, nor did we receive confirmation by email of these ticketsThe first we knew of it was when our online bank statement showed we had been charged an additional $by Vacations Made Easy
When we called the company to see why we had been charged an additional amount we explained that we had not filled out a new order for more tickets but had clicked on "Senior Discount" on our original order for ticketsWe did not provide new bank info for a new order as the company allegesThe "app" for our original order was still open on our computer and when we saw "Senior Discount" which we hadn't seen before, we clicked on it, thinking we might get a reduction in the prices we paid for our original tickets; we are over years oldInstead of getting a discount, we were charged for new tickets that we didn't orderThe company representative told us that is what happens when you click on "Senior Discount", it causes a new order for ticketsIf that is true, the ticket order process needs to be changed so this doesn't happenTo allow that to continue is totally dishonestEven after explaining all this, we were told our money can't be refunded because it is against company policy to make a full refundThe most that can be refunded is 10%
I told a different company representative on 8/that we didn't feel that a 10% refund was satisfactory and that we would file a complaint with Revdex.comDespite this, a credit of $was credited to our bank acct by the companyIn no way did we agree that this was a satisfactory resolution of what had happened
In summary, the company's version of what happened is not correctBy sticking to this story, they are willfully ignoring the facts of what happenedAt the very least, they should fix their online ordering system to prevent this injustice from happening to countless other unsuspecting customers
Final Business Response /* (4000, 22, 2015/10/20) */
Our statements are factualIf the customer submitted an order then resubmitted with a senior discount then yes it will place ordersThis is on the customer's end we have no way of preventing this, they can submit as many orders as they wish and make as many changed to their order as they wishHowever, if they have submitted an order then want to make changes to it they can contact us instead of submitting a duplicate orderIt came into our system as orders because this is how the customer placed itThe second order was placed three days after the first order so if the customer had the app open for days and then went in days later and resubmitted a second order for tickets that is not something we can fix in our systemSelecting the Senior Discount button does NOT place a secondary orderSelecting the Senior Discount then selecting to "place order" will take the customer back through our checkout process in which the customer completed a second timeThese tickets are non-cancelable and this was provided to the customer in our terms of sale each time before the customer selected to "place order"The customer's wife contacted us on 8/21/stating she had made a second order by mistake and wishing to cancelThe agent reviewed the terms of sale with the customer that were agreed to upon her placing of both ordersShe said she was trying to have friends join for the other tickets but they were busy for the night, and she wanted them cancelledAgain we reviewed with her the tickets were non-cancelable per the vendor directly and then her husband (mr*** ***) got on the phone and the agent reviewed our terms with him as wellThe agent went above policy and offered him a 10% refund on the order they placed by mistake, as we realize mistakes happen on the customer end as well and we do our best to make our customers happyThe customer stated he may call back later and accept thatOur Customer Advocate received a message to contact Mr*** *** on 8/25/and returned his callOur Customer Advocate reviewed the order with themThese tickets are firmly non-cancelable as this is a policy directly from the venue which we must upholdThe customer ordered sets of tickets and their funds were used to purchase sets of tickets, both of which were non-cancelable through the venueThe Customer Advocate offered to go above and beyond policy again for the customer and gave him 10% off on both orders placedHe accepted this refund and thanked the advocate for listening to himWe have made multiple allowances to policy to attempt to make this customer happyWe cannot provide a full refund as it is not an option through the vendor for these tickets as stated in our terms of saleWe fulfilled our obligation to this customer and secured the tickets (both sets of tickets) for orders placedWe cannot refund funds that have already been applied to the goods and services purchased by the customerWe value this customer and feel we have made every good faith effort to resolve this situation within our the means we have availableWhat besides a full refund would the customer accept as a resolution to this situation?
Final Consumer Response /* (4200, 24, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business hasn't proposed a resolution, but asked what we would accept as a resolution to this situationFirst of all, we don't agree with the company's interpretation of what happenedAs stated before, we clicked on Senior Discount to revise our original order so as to get a refund on some of the money we paid for the tickets orderedWe didn't fill out a
new order, nor did we receive a confirmation that new tickets were orderedThe first we knew of a problem was when we saw that our checking acct had another charge on it from this companySo we called to see why that was doneWhen we were told we ordered more tickets we disputed that, and explained what happened as stated aboveIt was only after the company spokesman said he could not refund the second charge of $that we tried calling friends to see if they could use tickets, but to no availSo we were stuck with tickets we hadn't ordered and didn't wantThis is the truthWe had never ordered more tickets and tried to cancel them because friends couldn't go, as alleged by the companyWe never varied from our honest declaration that we simply wanted to revise our original order to get a senior discountInstead of getting a reduction in our ticket prices, we were sent and charged for more tickets we didn't want or ask forSpeaking of which, we never have heard anything from the company about getting a senior discountWhy is that button there to click if one never receives a response about it? This point has been lost in all this back and forthShort of getting a full refund, which would be the fair and honest thing to do, what about the company responding to our request for a senior discountThat was our sole motive in clicking that buttonPerhaps the company can show their good faith by issuing us a refund based on the senior rate for the tickets we orderedThere must be some provision for this since it's shown on the order formIf proof of age is necessary, we will gladly provide itWe hold no grudge against the company...we just feel that justice should be served in some wayAnd a refund of what we're entitled to would be a satisfactory resolution of this situation

Initial Business Response /* (1000, 5, 2016/09/20) */
Contact Name and Title: ***
Contact Phone: XXXXXXXXXX
Contact Email: ***
The customer utilized our online ordering system on *** at *** agreeing to our Terms of Sale at the time of purchasePer our
Terms of Sale:
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% refund
Purchases are subject to a service feeAny applicable service fee is included in the quoted pricesApplicable taxes are included in the quoted prices
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 seats
On *** at *** ** the customer called in requesting to cancel the reservationThe Customer Service Representative quoted policy and offered our standard cancellation policy listed aboveThe customer did not like these options and requested to speak with a supervisorOn *** at *** before a Customer Service Supervisor was able to make contact with the customer, the customer went online and canceled the order with a 75% refundThe customer was refunded in the amount of $
In response to the customer's claim, our website is clearly marked as Vacations Made Easy with our large bright colored logo at the top of every pageWe never claimed or gave the impression that we were *** *** and as our Terms of Sale state, we book general admission seating onlyHowever, upon acceptance of this response we would like to offer the customer a 90% refundThe customer would be refunded an additional $
Initial Consumer Rebuttal /* (2000, 7, 2016/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: there is still a credit due of $for the theme park tickets. Nothing in the contract states that these tickets were nonrefundable so far in advance. Order was placed in Janand kept receiving messages that Hershey Park is on confirmation delay each time I emailed or called the business. Since I was told that the ticket voucher would not be sent to me until closer to the actual trip in May, this company could not have lost any money since I cancelled the entire package so early. They owe me this balance and will not be satisfied until I see the credit on my card.
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/06/19) */
The prices we offer are the prices we have for items and hotels at the time of bookingThe customer was provided a package price of *** which he accepted upon placing his orderOur prices do include a service fee which is stated in our
terms of sale that the customer agreed to upon submitting his order
We do value this customer and are willing to offer a *** refund as a resolution to this complaintUpon acceptance of this resolution we will issue a check for the refund amount amount of ***
Initial Consumer Rebuttal /* (2000, 12, 2015/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As a consumer,it would be helpful for Vacations Made Easy to break out the prices, as well as the service fee, so the consumer can decide if the prices are reasonableWe will not use this companies services in the future unless changes are made so the customer has all the information to make an informed decision

Initial Business Response /* (1000, 12, 2016/04/20) */
Customer placed orders on our websiteBoth orders were created by the customer through the online ordering system at
VacationsMadeEasy.comThe first order, Order# XXXXXXX was placed on 3/20/at 11:25pm
In this order the
customer purchased Busch Gardens tickets in Williamsburg, VA along with a hotel room reservation for a total of $WE contacted the customer within an hour for this order to get
birthdates of the members of her party for the Busch Gardens passesAt this time we completed the order and emailed the customer's vouchers to her
per her request to the email address provided
Two days later on 3/22/at 7:24am the customer placed a second order after the first order was already completed and sent to her
This order, Order# XXXXXXX, was also placed by the customer on our website through the online ordering system at VacationsMadeEasy.com
The customer purchased another package including Busch Gardens tickets and a hotel reservation for a total of $
The hotel the customer requested for this reservation was not available so we contacted the customerAt this time the customer could have cancelled with no
penalty and have received a full refund or select an alternate hotel for their tripThe customer selected an alternate hotelAt no time during any of our conversations regarding this hotel issue did the customer
mention that they had pkaced another order or express any issues with their original order
At this time we finished processing the order with the new hotel the customer had selected
We completed the order and emailed the customers information to the email address provided
The customer then called us an hour prior to their chetime regarding Order# XXXXXXX wanting to cancel this order because it did not have a poolThe hotel was non-cancelable per the hotel's cancellation policyWe informe the csutoemr of
this and they were upsetWe informed them that this was a policy set by the hotel they had selected and that we had to abide by their policyAgain at this time the customer never mentioned the other order
The customer then stated that they would report us to the Revdex.com for not allowing them to cancelWe aplogized but told them the non-cancelable stimulation was in their terms of sale and that we have to abide by the vendor's non-cancelable
policy
The customer then contacted us again regarding Order# XXXXXXXThe customer inquired about this order and told the agent that we called her about the hotel not being available on this order and had placed her in another hotel
The agent did not see anything to that affect on this order so she searched the system and located the customer's other orderAt this time, the customer stated she did not have orders and the agent told her she would refer this to
a Supervisor to look into it
The Supervisor contacted the customer who denied placing two ordersThe Supervisor reviewed both orders with the customerThe orders were non-cancelable at this time so we were unable to cancel
either order for the customer
The customer placed these orders on our siteWe have done everything to accommodate the customer with this situationWe did not cause this situation and have done everything within our guidelines
to help the customerThe customer did not notify us of having duplicate order until after they became unhappy about the cancellation policy on the second orderWe fulfilled our obligation to this customer
and provided the reservations and tickets for the orders that were placed, reviewed and confirmed on our siteWe provided the customer with two separate order numbers upon placing each of these ordersUpon completion of the first order the
customer receiuved an itinerary, confirmation voucher for the hotel, and the printable tickets for Busch GardensThen upon placing the second order after receiving the confirmation and tickets for the first order
the customer was sent another confirmation, another hotel voucher, and the additional printable tickets purchasedCustomer received all merchandise as ordered
We understand that the customer might have changed their mind about an order, or placed one of the orders in error but to claim that we were
at fault because we couldn't read our system is inaccurate and unfairI can go to Wal-Mart and buy a toaster then go again two days later and buy another one
because I decided I didn't want the first one anymore, or because I forgot I bought the first one, or because I needed a second one or a thousand other possible reasonsHowever, it's not
Wal-marts fault I bought two toasters nor is it their responsibility to remember me and stop me at the register during the second purchase to tell me I already bought a toaster from them two days ago
We cannot offer a full refund for items purchased and paid for on behalf of the customerWe realize mistakes happen and when we make a mistake we do what it takes to make it rightEventhough this was not our error we care about our customer and are willing to share the cost of this error with themI am willing to offer a $refund which will cover part of the cost of the customer's double bookingWe appreciate them and their businessWe feel this is a fair resolution to this issue
Initial Consumer Rebuttal /* (3000, 14, 2016/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original order of $was place on the evening of 3/20/On 3/21/XX XX:XXpm I received an email from Vacations Made Easy (VME)indicating that I had placed an order; that when my vouchers were ready, I would receive another email with instructionsWhen I checked the site, the package was "pending"As of 3/evening, I had not received confirmation of the orderI placed a call 3/21/9pm to VME but had to leave a voicemail message as there was no one on dutyOn 3/22/XX XX:XXam, I received an email saying, "We noticed you recently attempted to place an order on our website and were unable to finish the order process....Simply follow the link below and you will be taken to the exact vacation you had tried to book previously, though this time you should find your Summer Getaway Discount attached to the order to help ensure that you and your loved one receive the break you deserve." The link was attachedI received two such emails at the same timeOn 3/22/XX X:XXam, I received a "thank you" for the Williamsburg vacationThe #XXXXXXX voucher was on the siteI left Phila, PA for Williamsburg, VA at 9:30am 3/22/At 10:01am 3/22/*** left a voicemail at my home re: my reservationI left VME a voicemail again & received a call back from *** while I was driving at 1:38pmIn my call with her I said that I didn't understand the reason for the call as I had a confirmed reservation with Hampton InnI couldn't give her the order # because I was drivingShe indicated that Hampton was overbooked and they called as soon as they knewI said I didn't understand why I had a confirmation # for the Hampton if it was overbookedI had no reason to believe I had ordersNEVER DID *** MENTION THAT I HAD ORDERS even after I called back (when I wasn't driving) to discuss the alternativesI asked for a comparable hotel & was provided Comfort InnIt is true that I called back to cancel but was told by *** that I could not cancelShe was very rude & lacks customer service skillsShe barked at me saying that VME called me as soon as they knew that the Hampton Inn was not availableGiven that I place the original order on 3/20, calling me on 3/(the day the vacation was to start) was not acceptableI was so disappointed by the lack of timely customer serviceMy intention was to complain to Revdex.comShe never reviewed my account to indicate that I had ordersAt 3/22/XX X:XXpm I received an email about the new Williamsburg packageWhile I was waiting for my tire repair, I received a call at 5:07pm from RAINA who was returning my call from Monday, 3/21/eveningI explained that I didn't understand how my order with Hampton was no longer validThat's when she noticed that I had ordersShe said she would look into itIn the meantime I confirmed with Hampton that I had a reservationOn 5:46pm I received at call from *** saying the orders were non-cancellable & it was my fault that there were ordersNone of the emails reference an order #The comments in VME response are incomplete, misleading & insulting; accusing me of changing my mind about orders to validate the incompetencies of not reviewing the system & confirming ordersComparing this situation to a toaster purchase at Wal-Mart is condescending and unprofessionalOffering a $refund is furthers the condescensionVacations Made Easy does not have the proper processes or staff to competently review and confirm packagesHad I not had a flat tire, I would have checked into the Hampton Inn and informed VME of their mistakeUnfortunately, bad timing & circumstances prevented a cleaner resolution on my partI am not an employee of VMEI should not be expected to understand how their system worksThat's why I called themThey are not accessible as they do not provide 24-hour serviceThat doesn't excuse VME for not reading & confirming the account more accuratelyI want my account fully credited for the $
Final Business Response /* (4000, 21, 2016/05/06) */
As stated in my previous response have no way of knowing the customer placed orders on separate days unless they inform us of that factWe also have no way of knowing until the customer informed us of such that the customer only wanted one of these orders and that the second order was not neededWe received separate orders from the customer and we processed and honored them bothWe fulfilled our obligation to the customer and provided the goods and services that were ordered from usWe cannot refund the duplicate order due to the fact that we held and honored those reservations for the customerWe do not provide hour service nor do we claim tooOur customer Service hours are posted on our websiteOur Customer Service call center is open from 10am - 8pm CST as stated on our siteWe apologize that the customer feels like we misread the systemHowever, that is not the case as I explained in my original responseWe spoke to the customer on multiple occasions regarding specific orders and she never mentioned that she placed different orders days apartWe appreciate the customer and her feedback and in an attempt to go above and beyond policy to provide customer satisfaction I am once again willing to offer a $refund as a resolution to this issue
Final Consumer Response /* (4200, 23, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The representatives for Vacations Made Easy (VME)continue to misrepresent the facts in an attempt to disguise the inadequacies of their processesThe VME representative who responds to the matter insinuates that my intention was to book reservations and decide at the last minute to cancel one of themThat is inaccurateThe representative also indicates that I did not tell them that I had a confirmed reservation with Hampton Inn prior to them booking me at the Comfort InnThat is incorrect as wellAs noted in my 4/23/detailed response, I told *** that I had a confirmed reservation with the Hampton Inn; that I couldn't remember the voucher # and could get it for her because I was driving at the timeInstead of reviewing my account to research my claims, *** ignored this information; did not investigate this information; continued to tell me that I did not have ANY reservation with the Hampton InnAs I mentioned, I could not validate this at the time as I was drivingWhen I questioned why there was a confirmed reservation, *** could not answerIt would seem to me a common customer service practice to review a customer's account to confirm all of the recent activityInstead, *** and *** insisted that the Hampton Inn was overbooked; that I did not have a reservation with that facility which was a misrepresentation of the factsWithout fully reviewing my account, a reservation was booked with the Comfort InnI had no reason to believe that I had reservations as it was not my intention to have reservationsWhen Raina (who apparently understands the system more than *** and ***) returned my call from 3/21/at 5:07pm, she saw the two separate reservationsRaina confirmed that the #XXXXXXX voucher was valid and I did have a reservation at the Hampton InnClearly, the system provides the informationIt is my contention that the all of the employees of VME should know how to review their own systems to confirm voucher information for all customersAs previously noted, I was prompted via email by VME system to follow up on my reservations which I didWhen the prompts didn't seem "right", I also called Customer Service and left a messageI didn't receive a call-back until hours later when Raina calledMy experience with VME has been anything except easyCustomer Service has been unacceptableAs a consumer, I should not be expected to pay $for VME mistakesThis is not how a business should make its earningsI will continue to dispute the charges until Vacations Made Easy makes restitution

Initial Business Response /* (1000, 9, 2016/08/12) */
Contact Name and Title: *** Customer Advocate
Contact Phone: XXXXXXXXXX
Contact Email: ***@yten.com
The customer utilized our online ordering system on 7/26/at 9:PM agreeing to our Terms of Sale at the time of
purchase, including that Grand Ole Opry tickets are non-cancellable, non-changeable, non-refundableThe reservations were placed and the seats were heldThe tickets were sent to the customer email as requested
On 8/2/the customer called in and spoke with a Customer Service Representative in regards to cancellationThe Customer Service Representative quoted policy and let the customer know that we would be unable to cancel the reservationThe customer later sent in a written complaintA Customer Service Supervisor made contact with the customerThe Customer Service Supervisor was able to go above policy and offered the customer a date change to which the customer acceptedThe Grand Ole Opry reservations were switched to 11/25/and new tickets were sent to the customerWhat else would like the customer like in order for us to resolve this issue?
Initial Consumer Rebuttal /* (2000, 11, 2016/08/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted the revision, it was better than nothing, although it's quite the constraint to be in the same calendar yearI wish it would not have needed to escalate to written complaint to get serviceWhile I understand and normally accept non-refundable purchases, I feel businesses should have a clause for emergencies such as ours, most businesses are reasonable in these situations and it's advantageous to both partiesIf talking to a supervisor was an option, the original customer service representative should have offered itIn the end they were willing to work with me at some level, which I appreciated

Final Consumer Response /* (2000, 10, 2016/07/05) */
After disputing the charges via my credit card company it looks as though they've refunded me the full amountThe refund is pending in my account

The customer placed their order via phone on 11/9/at 12:PM agreeing to our Terms of Sale at the time of purchase, including 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% refund. The reservations were placed and the seats were held. On 11/13/at 2:PM the customer called and spoke to a Customer Service Representative in regards to cancelling the order. The Customer Service Representative quoted policy and gave the customer the cancellation optionsThe customer chose 75% refund back to method of payment. On 11/13/at 3:PM a refund of $was issued. Those refund details are below.Credit Card Refund:Date: 11/13/3:PM Status: APPROVED Refund Amount: $Result Code: : P Approval Code: TransactionID: *** Detail: This transaction has been approvedWe placed the reservation as requested by the customer. We never misrepresented ourselves and claimed to be another company. We are sorry for the misunderstanding however when calling our number the first thing the customer will hear is our automated system which states where/who they are calling. The Customer Service Representative then comes on the line and restates where the customer is calling

Initial Business Response /* (1000, 9, 2016/08/12) */
Contact Name and Title: *** Customer Advocate
Contact Phone: XXXXXXXXXX
Contact Email: ***@yten.com
The customer utilized our online ordering system on $7/26/at 5:PM agreeing to our terms of sale at the time
of purchasePer our Terms of Sale "Let us know any changes you'd like to make to your order and we can accommodate you for up to days from the date of your first reservation for a $change order feeOrder price difference may also apply." The customer called in on 7/29/and spoke with a Customer Service Supervisor in regards to switching hotelsThe Customer Service Supervisor was able to accommodate the change and charged the customer a $change order feeBefore the change was made for the customer, it was made aware to the customer that there would be a $charge and the customer agreed to this chargeThere was a price difference between the original hotel and the hotel the customer requested to change to and a refund of $was issued back to the customer original method of paymentAs for the customer stating that Vacations Made Easy made a mistake with their original reservation, that is simply not trueThis order was placed online by the customerThe order was completed as requested and the reservation had been placed for the customers original hotelThe customer later wrote in stating that they were unhappy with having been charged the service fee for changing their orderThe $change order fee is a valid charge that the customer agreed to before changes were made to her hotel reservationAside from refunding this fee, what would the customer like in order for us to resolve this issue?

Initial Business Response /* (1000, 5, 2017/06/20) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
The customer utilized our online ordering system on 5/15/at 9:PM agreeing to our Terms of Sale at the time of purchase,
including that Grand Ole Opry tickets are non-cancellable, non-changeable, non-refundableThe reservations were placed and the seats were heldThe voucher was available to pick up at our Customer Center with a valid I.D
The customer called in on 5/16/at 4:PM upset because he thought his tickets were not worth the $The customer wanted a credit and asked to speak with a supervisor so the Customer Service Agent transferred the call to supervisorThe Supervisor spoke to the customer offering to put in a change of seat requestThe customer did not want a request put in and told the supervisor he was going to get real ticketsThe customer asked the Supervisor to issue a credit now and the supervisor let the customer know that per the Terms of Sale no credit could be issued because these tickets are non-cancelableThe order was left as is
The customer purchased general admission seats for the Grand Ole Opry, not floor seatsThe order was placed less than hours from the show dateThe Grand Ole Opry is known to sell out weeks, even months in advance as it is the most popular show in NashvilleWhen the customer placed their order, they did request floor level seatingWe attempted to get the floor level seating for the customer, however, it was not available as the floor is the first section to sell outPer our Terms of Sale, we booked the best available general admission seatsWhen the customer contacted us in regards to the seating, a supervisor offered to go above policy and request a seating changeThe customer declined the offer and instead demanded a full refundThe customer also stated that they would buy "real tickets"The tickets we sell are real and those tickets were provided to the customerIt was explained to the customer that the tickets are non-cancellable and non-refundableThat is not only our policy, but Grand Ole Opry's policy as well
In regards to the price of the tickets, we are a third party booking agency and we do have service feesThis is address in our Terms of Sale
We are sorry that the customer is unhappy with the seats providedWe offered to go above policy and attempt to change the seats for the customer but this effort was deniedAs explained in our Terms of Sales, seating requests are requests only but we do guarantee best available general admission seats, which is what the customer was provided
The customer has filed a dispute via PayPal and that dispute is currently pendingWe consider this issue to be resolved

Initial Business Response /* (1000, 13, 2015/06/10) */
We refunded the customer in the amount of *** on 5/12/as a resolution to this complaint

We are very sorry for the confusion. It looks like you placed your order online and in our Terms of Sale it states orders inside hours of first scheduled reservation are non-cancelableNo refunds or credits can be given inside hours of first scheduled reservation. However, it does
look like a Customer Service Supervisor has since called you and got the reservation cancelled. She offered 75% back to your method of payment and you accepted this offer

Initial Business Response /* (1000, 5, 2017/04/25) */
Contact Name and Title: *** - CAD Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***.com
The customer utilized our online ordering system on 4/22/at 8:PM agreeing to our Terms of Sale at the time of purchase,
including that *** *** *** tickets are non-cancellable, non-changeable, non-refundableThe reservations were placed and the seats are being heldThe itinerary and directions to our Customer Center were sent to the customer via email as requested
On 4/23/at 9:AM the customer called in and spoke with a Customer Service Representative in regards to having to pick the tickets upThe customer was also upset about the seating and not being able to pick their own seatsOur seating policy is in our Terms of Sale as well, to which the customer agreed at the time of purchaseWe guarantee the best available seats at the time the reservation is madeUnfortunately we are unable to provide seating information prior to the customer placing the order as we do not pre-buy our tickets, every reservation is made specifically for each orderThe Customer Service Representative did explain our seating policy to the customer and was able to provide the customer with their seating assignmentsHowever, the Customer Service Representative was unable to go above policy and offer to have the tickets delivered directly to the customer
On 4/23/at 10:AM the customer called back in and spoke with a Customer Service Representative in regards to the same issuesHowever, this time the customer did request to cancelThe Customer Service Representative went over policy with the customer againThe customer didn't want to speak with a Supervisor because the customer felt as though the supervisor would be no helpThe order was left as is
We ask that our customers come pick their vouchers/tickets up in our Customer Center because we feel that it is a more personable customer service experienceWe are able to address any questions regarding their order and/or any questions regarding the area they are visiting, as there are locals that work in our Customer Center'sHad the customer requested or even been willing to speak with a Supervisor would have been able to go above policy and offer the customer direct delivery of their tickets
We would be more than happy to mail, email or send the tickets to the box office for the customer to pick upAside from a refund, what can we do to resolve this issue?
Initial Consumer Rebuttal /* (2000, 7, 2017/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would be happy if they send tickets to box office for my pickupAs I have no transportation to their location

Initial Business Response /* (1000, 5, 2016/08/08) */
Contact Name and Title: *** Customer Advocate
Contact Phone: XXXXXXXXXX
Contact Email: ***@yten.com
The customer placed their order via phone on 8/5/at 4:PM agreeing to our Terms of Sale at the time of
purchase, including that Grand Ole Opry tickets are non-cancel-able, non-changeable, non-refundableOn 8/5/at 5:PM the customer called in and spoke with a Customer Service Representative in regards to canceling the reservationsThe Customer Service Representative quoted policy and let the customer know that the tickets are non-cancel-ableThe customer then asked to speak with a supervisorThe Customer Service Supervisor went above policy and offered to change the dates on the tickets to which the customer declined
On 8/6/the customer sent in an email, again requesting to a refundA Customer Service Supervisor called the customer and went over Terms of SaleThe Customer Service Supervisor explained to the customer that the tickets were non-cancel-ableThere order was left as is
If the customer is still wishing to cancel, we would be willing to go above our policy and offer the customer a 90% refund up acceptance of this offer
Initial Consumer Rebuttal /* (2000, 7, 2016/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Everything is a compromises - I'll go along with itNext time the customer should be informed of the termsCheck your recording of the original order over the phone with your representativeYou may have it recorded for qualty and training purposes

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Address: 665 S 500 W, Manti, Utah, United States, 84642-5507

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