Dale Cox Contracting

Initial Business Response /* (1000, 15, 2016/05/17) */
page of our website as well as agreed upon in the shopping cart of our online ordering process. our terms of sale state we require 48 hours notice of cancellation. cancellation options are as follows: Option 1 - receive 100% back onto a gift...

certificate. Option 2 - pay a 25% cancellation fee and receive a 75% refund back to the method of payment. The customer cancelled their order on 4/19/16 and selected the 75% refund to their method of payment. This refund was processed on 4/19/16.

Complaint: [redacted]
I am rejecting this response because: When making the reservations my wife asked about cancellation and was told, "we will give a 75% refund".  We were not told, "excluding the tickets" and had no way to "read" the policy" until AFTER we received the email verification.   In that email it said the tickets were excluded, which we were not aware of before, BUT if we had cancelled on the date we received the email,  we still would not have been able to get a refund on those tickets.  It is a slimy way to get out of paying what is promised on the phone.  Yes, the lady did give us a 90% refund on the hotel, which we appreciate, but we still believe we should get the 75% on the tickets.  There was plenty of time for those seats to have been resold if you had contacted the vendor.   If this cannot be resolved, the likelihood that we will ever make reservations through Vacations Made Easy again is ZERO.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance and I am sorry there was such confusion.  We will look for the email containing the tickets to print.thanks again.
Sincerely,
[redacted]

I talk to Ed and when he had a conversation on the phone with Mr. [redacted] after the move was done. They both agreed that Copher Movers will Send a check of the total amount of $24.50 and if he cash the check all claims will be settled for the damage that was done.

Initial Business Response /* (1000, 18, 2015/11/18) */
The customer placed an order through our online ordering system for 2 Grand Ole Opry tickets for Dec. 25th and 2 tickets for Dec. 26th for a total of 4 tickets totaling $230.55. The customer is asked to input their date and quantities during...

the order process which is what the customer did. The customer is also provided a shopping cart which must be reviewed and submitted for the order to be placed, which the customer did. The customer is also provided our terms of sale stating that these tickets are non-cancelable and non-refundable which the customer agreed to upon placing the order. We have sold Grand Ole Opry tickets for over 10 years and are in no way a ticket "scalper" as the custoemr claims. We cannot refund non-cancelable tickets. These tickets are sold as non-cancelable to us by the vendor directly which is why they carry these terms upon purchase. We want the customer to happy and satisfied with their purchase but we cannot refund non-cancelable and non-refundable tickets. We provided the goods and services as stated in the order the customer placed and agreed too. What resolution besides a full refund can I offer to make the customer happy in this situation?
Initial Consumer Rebuttal /* (3000, 20, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Vacations Made Easy" did not specify explicitly in their response that they would provide a full refund. They only posed the question. Their response should have concluded with the remark to the effect, "We will provide the customer a full refund." Will they or will they not?
Moreover, the response of the business sounds as if one of their members was looking over my shoulder as I made the order entry on my computer. I have already elaborated sufficiently in my initial complaint regarding the idiosyncrasies of their online order process, especially as a first time user on their site. I do a lot of purchasing with other online businesses, and if in the process of placing an order something just does not come out right, I always call the company directly and work with a customer-service oriented human at the other end to resolve the issue. "Vacations Made Easy" is the only exception in my personal experiences. The person who identified herself by name was unprofessional, grossly lacking in customer empathy, and stubbornly resilient to making any resolution of the matter. I was treated and spoken to poorly and without any degree of dignity or respect.
"Vacations Made Easy" can make all the claims they want to sound like they are the victim in this situation, but the opposite is true. Yes, contrary to their comment, they are a "ticket scalper"; they take your money and run. They provide no customer service whatsoever, because they are not a customer service oriented business. This was clearly conveyed during the course of the lengthy conversations that I had with the aforementioned member of their company. Moreover, their comments above clearly reaffirm this fact. Once they get your money, they are no longer interested in you. This is an extremely sorry way of doing business.
I will do no further business with "Vacations Made Easy", and will inform others of my experience, to include the local Revdex.com and AAA offices.
After such a horrific experience with this "company", and as I stated in my original complaint, only a full refund will be satisfactory.
Final Business Response /* (4000, 22, 2015/11/20) */
We are not attempting to portray ourselves as the victim, as we feel there are no victims in this situation. We are a customer service oriented company and we provide a service and goods to our customers. We sell the Grand Ole Opry tickets as non-cancelable and non-changeable, because that is how they are sold to us by the vendor. The customer is informed of this in their terms of sale upon purchase. While I was not looking over the customer's shoulder during the order process the customer was provided these terms, accepted them, and continued to place the order with us agreeing to the terms in which we sell these tickets. Now after the fact he wants to call us ticket scalpers and say we are dishonest and not customer service oriented because we are upholding the agreed upon transaction that was made with us by the customer. The claims are not accurate and not fair. While I wish I could make an exception for every customer who changes their mind about the terms they agreed to upon placing their order, that is not possible. I would like to come to an agreeable win-win solution with the customer that will make him happy as well as uphold our purchase agreement. But that does not seem to be possible.
In regards to our online ordering process we have made it as simple as possible in the hopes that even first-time users find it easy to navigate our site, find the products and services they want, and have an easy and enjoyable experience. We apologize that this customer was unhappy with our online ordering process and we will take his feedback to heart as we are always trying to grow and improve our processes to assist our customers.
Integrity is very important to us and we stand by the agreements we make with customers and expect our customers to do the same. However, we do not feel like anything positive comes from arguing back and forth at this point and are offering this customer a full refund at our cost for 2 of the Grand Ole Opry tickets as a resolution to this complaint. Upon acceptance of this resolution we will refund him in the amount of $121.34 back to his method of payment. We wish him the best in his future online purchasing.
Final Consumer Response /* (2000, 24, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the full refund for the tickets provided that the tickets to be cancelled will be the two for the evening of December 26. My desire, as it was from the very beginning, is to attend the performance on Christmas evening, December 25.
Please advise if "Vacation Made Easy" would like the two tickets for the evening of December 26 returned to them. I will gladly do so.

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

1.  When placing your order online you agreed to our Terms of Sale which state cancellations received more than 2 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 12 months or a 75% refund.  2.  The credit was processed on our end on 3/16/2018 at 11:14 AM.  The following are the details: Credit Card Refund:Date: 3/16/2018 11:14 AM Status: APPROVED Refund Amount: $684.72 Result Code: 1 : P Approval Code: TransactionID: [redacted] Detail: This transaction has been

Initial Business Response /* (1000, 7, 2015/12/08) */
The customer placed this order via our website at VacationsMadeEasy.com. The customer purchased the [redacted] Plaza Phoenix [redacted] at [redacted] W [redacted] Ave. The hotel we provided is the same hotel at [redacted] W [redacted] Ave. it has recently changed over to...

the [redacted] by [redacted] Phoenix [redacted] It is still the same hotel with the same location but it has a new name. The customer did purchase this as a non-cancelable reservation for a total of $298.30. However, due to the confusion over the name and the customer's dissatisfaction we are refunding this order in full back to the method of payment. We apologize for the confusion and hope the customer considers us in the future for their vacation needs.

The customer utilized our online ordering system on 9/18/2017 at 4:51 PM agreeing to our Terms of Sale at the time of purchase, including that cancellations received more than 2 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 12 months or a 75% refund.The customer did write into us requesting to cancel the reservations and a Booking Supervisor attempted to contact the customer on the phone number provided in the order with no luck.  On 9/18/2017 at 6:47 PM the Booking Supervisor was able to reach the customer.  The customer's first scheduled show was for 9/18/2017 at 7:30 PM making the order non-cancellable.  However, the Booking Supervisor was able to go above policy and offered our Standard Cancellation option of a 75% refund. The customer was not happy with that option.  The Booking Supervisor was able to go above policy once more and offered a refund of 90% to which the customer accepted.  The customer did state that they would contact their credit card company for the remaining balance.The customer agreed to our Terms of Sale at the time of purchase.  We were in the process of placing the reservations when the customer requested to cancel.  We made a good faith effort to resolve this issued by going above policy twice.  The customer has been refunded 90% as requested.Aside from a full refund, what else would the customer like in order to resolve this issue?

We apologize the customer is unhappy with their seating.  We have contacted the Grand Ole Opry and have made adjustments to the customers seating.  We have reached out to the customer and he thanked us for moving him.  Is the customer satisfied with outcome?

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

Initial Business Response /* (1000, 5, 2015/08/12) */
We offer vacation packages, sell tickets, and make hotel reservations in the Mount Rushmore Area of South Dakota. We are not the only company who offers these products, and we can only advertise or offer options that we sell on our site. We do...

not represent ourselves as the only way to purchase tickets as I'm sure when the customer Googled tickets there were dozens of companies that came up. The customer chose to purchase on our site, and was not solicited nor did we misrepresent our products and services in any manner.
We apologize that the customer was offended by our voice mail message. However, it is accurate. We do not use overseas call centers and therefore we do not have agents available 24 hours a day. Our call center hours are 10am - 8pm, 7 days a week.
If the customer called during normal business hours and all agents were busy on other calls then she indeed would have been sent to voice mail. We have a lot of hard working employees, but there are times where we have more incoming calls then employees available which can require hold times or the need to leave a voicemail message. We are human, and not perfect, and it happens.
Our employees are not required to provide their last name over the phone, it is not needed nor are employee numbers. We are a small family business and our employees are people not numbers. We know each of them by name, so first names are sufficient for our roles.
The lowest price guarantee is not a price matching service it is a guarantee for the lowest price available on our website which is explained clearly in the terms for this guarantee.
I stand behind our policies and behind the statements made by our agents. We do not price match. The price we offer those tickets at is [redacted] That was the price we offered them to the customer at and that was the price she agreed to pay. We do not claim or misrepresent or infer that we are the only company that sells these tickets.
We do not wish for this customer to feel deceived or mislead and apologize for the confusion they experienced with their train tickets. We hope they enjoyed their trip to Keystone regardless of the frustrations they experienced. We do value customer service and will refund the customer in the amount of [redacted] upon acceptance of this as a resolution to this complaint.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the [redacted] refund. I would suggest however, that the company reword their low price guarantee.

The customer placed their order online using our online ordering system bransonshows.com on 12/6/2017 at 5:51 PM agreeing to our Terms of Sale at the time of purchase including, cancellations received more than 2 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 12 months or a 75% refund.On 12/7/2017 at 10:48 AM the customer logged on to the customer site and viewed "Change Order" page on the website. The customer also viewed "Cancel Entire Order" however the order was left as is.On 12/7/2017 at 10: 49 AM the customer called in 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 options. The customer decided to leave the order as is. On 12/7/2017 at 5:51 PM the customer logged on to the customer site and viewed "Cancel or Change Order" however the order was left as is. We placed the order as requested by the customer. The customer agreed to our Terms of Sale which, are on every page of our site, at the time of purchase. Under our Terms of Sale the customer can cancel with 100% back to a gift certificate or 75% back to the method of payment. How would the customer like to continue?

Initial Business Response /* (1000, 9, 2016/04/19) */
[redacted] tickets are non-cancelable but we made an exception for this customer and cancelled them. The customer's order total was $663.09. We cancelled her order in full per her request and after the 25% cancellation fee was removed per the...

cancellation option the customer chose ($165.77) the customer was refunded the remaining balance of $497.32.
We do have terms of sale stating the terms of the items we sell. The customer agreed to those terms when placing the order. We do uphold those terms for the services we provide. We are sorry the customer was unhappy with our service. We went above and beyond policy to make them happy by refunding non-cancelable tickets for them.
We are not attempting to scam anyone and are definitely not thieves. We provide our cancellation policies in our terms of sale. When th customer contacted us to cancel they were provided with the same cancellation options they agreed to in our terms of sale when placing the order. Option 1 - receive 100% on a gift certificate. Option 2 - pay a 25% service charge and receive a 75% refund. The customer selected Option 2 and the 75% refund has been processed. It was processed on 4/12/2016.
Initial Consumer Rebuttal /* (2000, 11, 2016/04/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
No other option. Better than nothing I guess. Just let everyone who reads this be warned that they hide the cancellation options in a TINY area at the very bottom listed as terms of sale?? Ok, costly lesson learned.

I was just notified by my bank that the money has been refunded.

Initial Business Response /* (1000, 5, 2017/04/12) */
Contact Name and Title: [redacted] - CAD Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yten.com
The customer placed their order via phone on 4/5/2017 at 11:31 AM agreeing to our Terms of Sale at the time of purchase, including that...

cancellations received more than 2 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 12 months or a 75% refund. The reservation was placed and the seats were held. The tickets were sent to the customer's email as requested. Our records indicate that the customer printed their tickets on 4/5/2017 at 5:35 PM.
On 4/5/2017 at 5:51 PM the customer called in and spoke with a Customer Service Representative in regards to their tickets. The customer stated that they only had 3 adult tickets and were supposed to have a ticket for the child. The Customer Service Representative explained that since the child was under 2 years old they did not need a ticket. The customer then told the Customer Service Representative that they wanted a seat for the child and that they had told the agent that placed the order that. The Customer Service Representative offered to book the child ticket at an age with a paid seat. The customer did not like that they would have to pay more and asked to cancel the reservation. The Customer Service Representative quoted policy and offered the customer their refund options. The customer declined and stated that if there was not going to be a full refund then they wanted to speak with a Supervisor.
On 4/5/2017 at 6:04 PM the customer spoke with a Customer Service Supervisor in regards to cancelling. The Customer Service Supervisor quoted policy and offered the refund options to the customer. The customer chose to be refunded 75% back to their original method of payment. A refund of $118.08 was issued on 4/6/2017 at 8:54 AM.
Upon review of the original sales call we found that the customer and the Sales Agent did not discuss seating for the child. The customer asked for 3 adult tickets and 1 child ticket for a child aged 2 and under and that is what the order was placed for. The customer did ask about getting the Royalty package, to which the Sales Agent explained we are unable to offer.
We offered to add on a paid child ticket for the customer to which the customer refused. The customer never informed the Sales Agent of needing a paid seat for their child so the standard free lap seat was given. Had the customer informed the Sales Agent that they wanted an actual seat for the child, we would have been more than happy to book a paid seat. The customer has been refunded the 75% as requested. Aside from a full refund, what would the customer like in order to resolve this issue?

Initial Business Response /* (1000, 5, 2017/06/10) */
Contact Name and Title: [redacted] - CAD Supervisor
Contact Phone: [redacted]
Contact Email: [redacted]
The customer utilized our online ordering system on 6/6/2017 at 7:21 AM agreeing to our Terms of Sale at the time of purchase, including...

that cancellations received more than 2 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 12 months or a 75% refund. The reservation was placed and the room was held. The voucher was sent to the email address provided by the customer as requested.
On 6/6/2017 at 11:12 AM the customer called in and spoke with a Customer Service Representative in regards to cancelling the reservation. The Customer Service Representative quoted policy and offered the customer their refund options. The customer chose to be refunded 75% back to the original method of payment. A refund of $430.50 was issued on 6/7/2017 at 7:43 AM.
Our Terms of Sale are available on every page of our website. On the final check out page we ask that our customers review our Terms of Sale before processing the order. In our Terms of Sale we address our cancellation policy. It is also stated that by processing the order, the customer give us permission to charge their card. We always take payment at the time of purchase and cannot hold any reservations without payment. This information can be found in the FAQ section of our website as well. Our website has our colorful logo clearly displayed at the top of every page of our site.
Upon acceptance, we would be willing to meet the customer in the middle and offer a 90% refund. The customer has already been refunded $430.50 so an additional refund of $86.10 would be provided.
Initial Consumer Rebuttal /* (2000, 8, 2017/06/13) */
I would agree to the terms if the 90 percent is refunded as stated in the company's response.

Initial Business Response /* (1000, 10, 2015/08/13) */
The customer booked their reservations for the [redacted] via our online ordering system at VacationsMadeEasy.com on 5/19/15 at 7:39pm. The customer agreed to the terms of sale during purchase which included our cancellation...

requirements of 48 hours notice for cancellations. We processed the order and secured the customers reservation.
The customer contacted us at 10:59am on 5-20-15 to cancel. The agent informed them of the cancellation policy. The customer then threatened a lawyer if we did not refund her in full. She was transferred to a Supervisor who also discussed the terms of sale with the customer that she agreed to upon placing her order. We had already paid for and secured her room for her reservation and it was past the cancellation deadline so no refund could be given.
We realize there were weather issues in which the customer did not feel safe driving in and we care a great deal about the safety of our customers. However, we cannot control the weather anymore than the customer can control it. I wish we were able to give refunds every time it rained or something unavoidable happened that caused a customer to miss their trip but we cannot, that is the purpose of travel insurance.
We secured the customer's room and paid the hotel to hold this room for the customer. The customer did not provide sufficient cancellation notice and no refund will be provided by the hotel.
We value our customer and wish to offer them a [redacted] gift certificate toward a future purchase as a resolution to this complaint. We hope they will keep us in mind for their future vacation needs and that they will perhaps look into purchasing travel insurance next time if they are worried they might have to cancel last minute.

Initial Business Response /* (1000, 5, 2015/12/21) */
Customer placed an online order on 12/18/2015 at 8:15am for [redacted] tickets. During the online order process he was provided out terms of sale which state that these tickets are non-cancelable and non-refundable. The customer proceeded...

with the order and ordered 2 tickets for the [redacted] on the performance date of 3/19/2016 at 7pm .
The customer contacted us on 12/18/15 at 10:03am to cancel this order. The agent informed the customer that the tickets he purchased were non-cancelable and non-refundable as provided per our terms of sale.
We did not mislead this customer in any way. The customer has since filed a chargeback on these tickets. Charge back is still pending.

Initial Business Response /* (1000, 5, 2015/09/07) */
Customer has filed a dispute on this order via [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] is not handling this case. I did file a...

dispute with [redacted], but [redacted] indicated: "Unfortunately, we are unable to take any action on this claim because it is not eligible under [redacted] Purchase Protection". The payment went directly to the business and so [redacted] cannot issue a refund through their service. Therefore, this is now between the business and myself and I have already attempted to resolve this with the business directly. They refused to do anything to help me. Please continue to process this case. I have taken screen shots of all of the websites and fine print that was part of the purchase process to validate my claims, if necessary. I am happy to send them to whoever is reviewing the case. Just let me know where to send or upload them. It is very important to me that this dispute continue to be investigated as I know I am not their only victim. Thank you.
Final Business Response /* (4000, 11, 2015/09/22) */
Specific pick-up and drop-off details are offered on our site and state that the tour the customer purchased does not necessarily pick-up at all hotels directly. The exact verbiage listed on our site (screen shots provided) is below:
"Vacations Made Easy believes that your tour experience should be convenient, therefore we offer hotel pick-up options that pick you up as close to your hotel as possible. Depending on the tour and amount of attendants, you may have to walk a short distance to the pick-up point."
They are also provided with the bus depot number to call and confirm pick-up locations, etc. prior to their tour. This is also stated on the vouchers the customer was provided.
We cannot provide a full refund for products and services which we re secured and held on the customer's behalf with the tour company. We at this time have not received resolution from [redacted] regarding the charge back pending on this order. However, we value this customer and want to do what we can to make them happy. I am willing to offer them a $25 gift certificate toward a future purchase as a resolution to this complaint.
The first attachment is a screen shot (Details) of the details page for the tour the customer purchased. It shows that "Hotel PIck Up & Drop Off is Included" the VIew Details hyperlink next to it details specifics for hotel pick-ups and drop-offs. The second attachment is a screen shot (Pick Up.Drop Off) that shows the pop-up the customer receives when selecting the hotel pick up and drop of details. Then the third attachment is the customer's vouchers they were sent 7 days prior to their order giving them additional information on hotel pick-ups and providing them the phone number to call to set up pick-up and drop off and to receive specific location details.
Final Consumer Response /* (4200, 13, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. Firstly, the verbiage quoted by the respondent, clearly states that hotel drop of and pick up will either be included or provided within a short walking distance to the pick-up point. The nearest pick-up point was a 40 minute drive from our hotel. Thus, this was a false statement given at the point of purchase. There is no way to determine the distance to pick-up or hotel pick-up locations for the tour prior to the purchase. It's a clear bait and switch. There is no way I will accept a gift certificate to engage in future services with this company, as they have already ruined one trip, stolen over $117 from me, and wasted a significant amount of my time. I would never use this company again, nor would I ever recommend their services to anyone else. This company has scammed me out of money and time due to their very deceptive sales and purchase tactics. Further, the [redacted] case, which they state is still in limbo, was actually decided and closed on September 6th, 2015. Case number Case number: PP-XXX-XXX-XXX-XXX. [redacted] stated that they were unable to deal with this case because it did not fall under their buyer protection guidelines and therefore it would have to be resolved by other means. Since the business has been extremely uncooperative, this is my last resort to get this situation resolved fairly and correctly. Please review this case again. I request a full refund. Their loss of any monies due to holding a reservation is not an excuse and does not negate their deception or release them from their duty to be up front with their services at the point of purchase. I suggest instead of spending so much time arguing this case, where they have presented and backed up their clear deception- they instead spend time updating their procedures and web content to accurately reflect the services they are selling. Thank you for your review of this case. I am eager to resolve this and I hope that it may possibly help others to not fall victim to this company's scams.