Dale Cox Contracting

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.

Initial Business Response /* (1000, 5, 2017/06/01) */
The customer utilized our online ordering system on 5/21/2017 at 4:33 AM 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 assignments. It is impossible for us or any other vendor to guarantee specific seats. The reservation was placed and the seat was held. The ticket was sent to the email address provided by the customer. Our records indicate that the customer printed their ticket on 5/22/2017 at 6:31 AM.
On 5/27/2017 the customer called in and spoke with a Customer Service Representative in regards to their seat. The customer was unhappy with their seat and was requesting a partial refund. The Customer Service Representative quoted policy and let the customer that we would not be able to do that due to the reservation now being past date.
We provided the customer with the best seats available at the time the reservation was made. This order was placed just days before the show. Grand Ole Opry is known to sell out weeks and sometimes even months in advance. Per our Terms of Sale we do guarantee the best available general admission seats and that is what was provided to the customer. The customer did request floor seats. However, it was a request and the customer was not guaranteed, nor did they purchase floor seats.
We are a service company and per our Terms of Sale, we do have service fees. Those fees were included in the final price of the ticket which the customer did agree to. We are sorry that the customer was not happy with their seats. Upon acceptance, we would be willing to meet the customer in the middle and offer the customer a refund of $15.00.
Initial Consumer Rebuttal /* (3000, 8, 2017/06/05) */
I filed a dispute on the charge with [redacted] on 5/28/2017. At this point in time there has been no response to [redacted] by Vacations Made Easy. There has been no credit to my credit card for $15 or anything else.
The response by the company to the Revdex.com seems like nothing but a stall tactic. I have never seen a company that when it cannot provide the service or product requested to substitute a lesser product and charge full price. The proper thing to do is to notify the customer and tell them the product is not available and offer them an alternative choice.
Until I see the credit on my credit card account I will not be satisfied with this issue. But I won't hold my breath.
[redacted]
Final Business Response /* (4000, 10, 2017/06/08) */
The ticket sold to the customer was not a floor seat. We do not guarantee any specific seats, but we do take requests. We do guarantee best available general admission seats, which is what the customer was provided.
We did offer a refund of $15 upon acceptance of our response. However, the response was never accepted so the refund was not issued. We just recently received the credit card dispute and have sent our reply to [redacted]. We have also issued a refund of $30 back to the original method of payment. The customer should receive an email within the next 24 hours confirming the refund. We were not stalling and do not practice stalling techniques in our business dealings. We now consider this issue to be resolved.

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, 9, 2016/09/20) */
Contact Name and Title: [redacted] Customer Advocate
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yten.com
We apologize for the misunderstanding and regret that this situation happened. We accept responsibility and have...

refunded the customer in full for their reservation in the amount of $158.26. Upon acceptance we would like to send the customer a check in the amount of $145.40 to book complementary cruise tickets directly with the vendor. We sincerely hope that you enjoy your cruise.
Initial Consumer Rebuttal /* (2000, 11, 2016/09/20) */
Hello, I will except their offer. Thank you .
[redacted]
[redacted] west church street
[redacted] city , nc XXXXX

The customer utilized our online ordering on 7/22/2017 and 7/23/2017 agreeing to our Terms of Sale at the time of purchase.  The reservations were placed and the seats were held.  The vouchers were available for pick up in our Customer Center with a valid photo I.D.  The itinerary and...

directions to our Customer Center were sent to [redacted]@hotmail.com as requested by the customer.  On 9/10/2017 at 10:52 AM, the customer called in and spoke with a Customer Service Representative in regards to cancelling the orders.  The Customer Service Representative quoted policy.  The customer was offered our Standard Cancellation Policy on The Redneck Comedy Bus Tour and Country Music Hall of Fame and it was explained that the Grand Ole Opry tickets were non-cancellable. The customer chose to be refunded 75% on the cancellable items.  Those refunds were issued on 9/11/2017.Per our Terms of Sale, we require our customer's to pick their vouchers up at our Customer Center.  The customer chose a delivery method for directions to our Customer Center and all their vouchers were available for pick up.  These Terms of Sale are available on every page of our site.  Our cancellation policy is stated in our Terms of Sale, including that Grand Ole Opry tickets are non-cancellable.  Upon acceptance of this offer, we would be willing to send the customer their Grand Ole Opry tickets and allow the customer to bypass the Customer Center.

I spoke with the business November 15th and we resolved the dispute. Please close the complaint.

Initial Business Response /* (1000, 5, 2015/09/21) */
We apologize that the customer was hospitalized due to circumstances out of her control. However, the tickets she purchased are non-cancelable and non-refundable. Her funds were used to secure these seats with the vendor directly and the seats...

were paid for on her behalf. The agent went above and beyond policy because we value our customers and at our own cost gave the customer a partial refund in the amount of $66.16. This was credited back to the customer's method of payment on 9/16/15.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Agent first stated she could not refund anything. When I was not happy with that response she then made the offer to refund the cost of 1 ticket minus 10%. Agent should have been honest and up front to begin with about the refund offer.
Final Business Response /* (4000, 9, 2015/09/23) */
The agent was following policy so she was not being dishonest but because the customer was unhappy with the policies she agreed to the agent went above policy on an attempt to make the customer happy.
Final Consumer Response /* (4200, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting a full refund for both [redacted] tickets

Initial Business Response /* (4000, 15, 2015/11/16) */
We apologize the customer did not enjoy her experience on the tour and upon review of this order I do see where the customer informed us of her special request stating she has a knee scooter and a cast on her leg. My records show that we sent...

the request to [redacted] but if the vendor and the customer are stating that request was not received and not honored then I want to make it right for the customer by refunding her in full for her tour in the amount of [redacted] which was the price of her tour with us. This refund will be processed back to the credit card of purchase. We hope the customer enjoyed the rest of her trip to Nashville and that she will accept this refund as a resolution to this complaint.
Initial Consumer Rebuttal /* (2000, 17, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you! That is all I wanted to begin with when I called the first time and was only offered a [redacted] refund. I appreciate the Revdex.com's help with this resolution.

Initial Business Response /* (1000, 5, 2016/10/13) */
Contact Name and Title: [redacted] - Customer Advocate
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yten.com
The customer utilized our online ordering system on 8/18/20146 at 10:20 AM agreeing to our Terms of Sale at the time of purchase,...

including that [redacted] tickets are non-cancelable, non-changeable, non-refundable. Our Terms of Sale are available to view on every page of our website. We even move the link up at check out and request that our customer's read them.
The customer called in on 10/4/2016 at 10:14 AM requesting to cancel their tickets due to the hurricane. The Customer Service Representative quoted policy and let the customer know that we would not be able to cancel the tickets. The Customer Service Representative was simply doing their job. The order was then sent over to a supervisor for review. The Customer Service Supervisor was able to go above policy and get the tickets canceled with the vendor. The customer was refunded in full due to the circumstances. A refund of [redacted] was issued on 10/12/2016. 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 /* (2000, 7, 2016/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I RECEIVED A FULL REFUND

The customer placed their order on 9/18/2017 at 4:51 PM and the card auto charged by our system at 5:01 PM.  The customer did not speak with the first agent until 5:53 PM.  We did not, nor do we ever, intentionally delay responding to a customer so that their card will charge first. The customer placed this order online themselves and agreed to our Terms of Sale at the time of purchase, including our cancellation policy. We have made a good faith effort to resolve this issue by going above our policy and issuing the customer a 90% refund.  In an effort to resolve this issue, we would be willing to issue an additional $50 refund upon acceptance of this offer.

We are very sorry for the confusion.  During the check out process it asks if you would like your directions sent to you via email or through regular mail.  It does however look as if you spoke to someone on 10/30/2017 and they have refunded you in full back to your [redacted].  Your...

refund was processed on 10/30/2017 at 2:57 PM and the RefundTransactionID: [redacted].  Again we are very sorry for the confusion.

Initial Business Response /* (1000, 5, 2016/08/03) */
Contact Name and Title: [redacted] Customer Advocate
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yten.com
The customer utilized our online ordering system on 7/22/2016 at 9:09 AM agreeing to our Terms of Sale at the time of...

purchase, including that Grand Ole Opry tickets are non-cancelable, non-changeable, non-refundable. Also stated in our Terms of Sale is our seating policy which states 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 assignments. It is impossible for us or any other vendor to guarantee specific seats.
The customer did request aisle seats in the center section. However, when our reservations department made the tickets those seats were not available and the customer was placed in the best seats available. On 7/27/2016 the customer wrote in stating that they were unhappy with the seats. A Customer Service Supervisor contacted the customer and explained our policy to them. The Customer Service Supervisor was able to go above our policy and offered to switch the customer to the 9:30 PM show which had better seats available. The customer accepted and the reservations were switched to the new time with better seats. The customer seemed happy with these seats and the new tickets were sent to the customer. Aside from a refund, what would the customer like for us to do to resolve this issue?

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: ** Coopher President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
We did this move 12-22-2014. At that time we put all the appliances in the dinning room because the kitchen was being remodeled. On or...

about 12-30-2014 Mrs. called and said the appliances were damaged from the move (8 days after the move) I ([redacted]) went out to look at and we sent a claim form. When I got there all appliances were in the kitchen still no counter tops and I seen the damage. I asked who moved these to there. She said the construction guy. I told her these marks would have been seen when we took the pads off in the dinning room. We did not do this damage. I think it happened from the construction belts. If my men did it I would pay.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because, as I explained before, the movers placed my appliances in front of each other, so it was impossible for me to see the damage until they were moved into the kitchen, or away from each other.
Furthermore, I was watching my contractor move my appliances (no construction belts were used). Not only did I witness the smooth transition (it was only a few feet from where the movers placed the appliances), I also know that the contractor did not remove the handles from my appliances. The only people who have ever removed the handles from the refrigerator and freezer were the the men from Copher movers. The scratches go on below the handles. It is not possible the scratches to have gotten under the handles unless they were removed. Also, there was no damage/scratches on the appliance handles. If there were, that would indicate that the contractor (who did not remove the handles) surely caused the damage; however that is not the case.
Final Business Response /* (1000, 12, 2015/09/09) */
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Friday, September 04, XXXX XX:XX AM
To: Jennifer Daughtry
Subject: Re: Revdex.com Complaint
This damage was not done by Copher Movers & Storage, Inc. There is nothing that Copher Movers & Storage, Inc. can do because we did not do it.

Thank you,
[redacted]
Copher Movers & Storage Inc. Agent for [redacted] 0124
7411 W. 90th St.
Bridgeview, IL. XXXXX

I have heard nothing on this. Can I get an update! Did the company ever respond? We decided to cancel our order within the time frame allowed to get a refund of 75%  of our purchase price. We cancelled the order on 9/6. So far the charge was not reversed on my Mom’s credit card, but the statement date is 9/7 so it may be a timing issue. I look forward to hearing from you.

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 /* (1000, 9, 2015/07/02) */
We do not offer the email option for our Branson packages nor do we offer smart phone confirmations. As most of the locations in Branson will not accept smart phone confirmations and require the customer to present actual tickets upon arrival...

therefore we must provide the customer with physical tickets. The actual tickets/vouchers must be picked up at our Branson Office and the customer is provided this information with their order confirmation.
However, this customer purchased tickets to [redacted] which has shut down and is currently no longer performing and we have refunded this customer in full for their tickets.
Initial Consumer Rebuttal /* (2000, 11, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am glad to have received my full refund.
However, I don't agree with this shady practice of making people go to the physical office separate from a venue to have tickets printed.
I have no desire to fight this further but I think this is a terrible way for anyone to do business.

Initial Business Response /* (1000, 9, 2016/04/11) */
If the customer would please provide the order number for their order I would be happy to look into this issue for them. Thank you!
Initial Consumer Rebuttal /* (3000, 11, 2016/04/11) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
I will give my order number XXXXXXX, but this is not a resolution.
Final Business Response /* (4000, 13, 2016/04/19) */
We apologize for the negative experience with the hotel. The original hotel the customer requested in their package was sold out. We contacted the customer as soon as the hotel informed us of this, to notify them and offer them additional options. The customer then chose the [redacted] which was in the same area of town as their original hotel, was the same price range as their original hotel, and the same star rating.
It was definitely our goal to provide the relaxing birthday weekend you hoped for, to celebrate your wife's birthday. We are sorry you were unhappy with the hotel. But as it was a non-cancelable hotel we were unable to cancel those reservations for you. We do appreciate your business and would like to offer a $100 gift certificate toward a future vacation with us as a resolution to this complaint.
Final Consumer Response /* (4200, 15, 2016/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information VME about the hotel that were stated in the above reponse is incorrect. Yes, they did call us when they realized [redacted] ( which was the original hotel we were supposed to stay at) was overbooked. However, we were NOT givsn options as to another place to stay. The VME rep said we were to stay at the [redacted]. No other hotel option was given. They told us the [redacted] was more money, but we would only pay the original amount. Also, they stated that the ** was in the same area as the previously chosen hotel. That is not true. The Guesthouse was located directly across the street from the [redacted] resort. A nice, high end area with lots to do and see. The ** was not. It was in a low budget area off the highway. Nothing around at all. They also stated the ratings were the same for both hotels. That once again isnt true. [redacted] is rated a 3.7. And the ** is rated a 2. Obviously there is a big gap. The offer for a 100 gift cert for our next trip with them is not acceptable. We will NOT be using them again. Not even with that discount. We still want our refund.

Complaint:...

[redacted]
I am rejecting this response because:The time it took the movers to start moving things out of my apartment in Alsip Il. must of been 20 minutes they were talking things over on the clock.Plus when they both stopped about 30 minutes from finishing.The mover John had to fill out the receipt with me while the other guy stood in the back of truck doing nothing.That took around 15 minutes or so.I would meet the owner Ed halfway and call it satisfied if he sent me another check for 24.50 for 15 minutes of time wasted by movers I had to pay for.And since he did pay 24.50 which covered materials needed for repair to damages.
Sincerely,
Terry [redacted]

The customer utilized our online ordering system on 9/5/2017 at 8:40 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.On 9/5/2017 at 9:59 AM, the customer called in and spoke with a Customer Service Representative in regards to cancelling the order. The customer stated that they did not complete the purchase.  The Customer Service Representative quoted policy and offered the customer their refund options. The customer was not happy with these options and requested a full refund.  The Customer Service Representative quoted policy again.  The customer chose to be refunded 75% back to their original method of payment.  On 9/5/2017 a refund of $154.47 was issued back to the customer's PayPal account.When placing an order online, the payment page is past the voucher name and delivery selection page.  The customer chose their delivery method, entered in a name to be put on the vouchers and chose to continue on to the next page which would be the payment page.  On the payment page, billing information as well as payment method have to be manually entered before the order can be placed.  The customer paid with PayPal, which means they had to manually log into their PayPal account to submit payment.  We are not in the practice of nor did we place this order for the customer and take payment with out authorization.  Once the order is placed and payment is applied our Terms of Sale do take affect.The customer chose a 75% refund and that refund has been issued.  Aside from a full refund, what would the customer like in order to resolve this issue?

Initial Business Response /* (1000, 5, 2015/08/12) */
We have refunded in full for the balloon ride. The hotel purchased in the package does require a 48 hour cancellation notice to cancel that portion of the package. However, since the balloon ride the customer requested was not available and...

that is the main reason they were going to Lancaster I think their request for a full refund is perfectly reasonable and I am more than happy to go above policy and accommodate that request. We apologize their trip didn't work out as planned and that the balloon was overbooked for that date and we were not able to accommodate them. The remaining [redacted] will be refunded back to their card today 8/12/15. We hope they keep us in mind for their future vacation needs.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My Credit has been fully refunded. Thank you for your prompt attention.