Infinity Incentive Group, Inc.

We are in receipt of the above referenced complaint by Mrs [redacted].  We appreciate your assistance in bringing our customers concerns to our attention.We understand Mrs [redacted]'s frustration, she is under the impression that she is not getting a "complementary" or "free" cruise....

 We do not want to mislead or misrepresent our products so we do state in the documentation provided to each customer, that no one should rely upon the representations of anyone outside of our organization as to the specifics of our offers.  We are a third party company, completely separate from the company that gave the presentation to Mrs [redacted].  We are diligent in providing full and complete Terms and Conditions at several touch points to ensure that consumers can make well informed, educated decisions about participating in our exciting offers.  Per Terms and Conditions we do outline the fees and requirements.  We invite customers to call in with any questions.For the product that Mrs [redacted] is requesting with in this complaint, she registered on 5/3/2014 and is active in our system.  We are currently awaiting for her to send in the Travel Request form that was emailed immediately upon registration with the completed dates of travel and port requests along with any REFUNDABLE deposit that is required.  She will be contacted by our fulfillment team 90-120 days prior to her requested dates of travel.We apologize for any inconvenience that this matter may have cause Mrs [redacted].  If we may be of further assistance to her regarding this matter, she may contact us by call the Customer Service Department at [redacted]

We are in receipt of the above referenced complaint by [redacted] ID# 10579014. We appreciate your assistance in bringing our customer’s concern to our attention. I see where Mr. [redacted] contacted our office on the 14th (the day of this complaint) and that the...

request for the airfare was turned over to our fulfillment office.  The updated quote of airfare was sent on 4/16/2015.  Mrs. [redacted] declined the quote but has confirmed her July date to Vegas at that time. If there is anything further we can do, Mr. and Mrs. [redacted] is welcome to call our offices at [redacted].  For best service calls later in the day and later in the week will result in lower hold time and quicker customer service response.

We are in receipt of the above referenced complaint by [redacted]. We appreciate your assistance in bringing our customer’s concern to our attention.[redacted] sent in his Credit Card Authorization, with his signature, to give us the OK to charge him for his trip. If he did not like the prices quoted, then I ask why would he pay for it? There are numerous e-mails (between 8/26/14-9/04/14) stating that his deposit is included in his final price. Also, addressing the attached document he provided, this is not a legitimate/original document it is simply a screen shot of his screen. Therefore it is useless. Meaning, he simply went to our website to try and recreate/forge his registration and make it look as though he did not choose an upgrade, when in fact he did. I have attached original Credit Card Authorization and original Travel Request Form which states he did indeed request an Inside Cabin (upgrade). By also signing the Credit Card Authorization he acknowledged that once trip is booked and paid for he cannot receive a refund. With all of this being said I hope he has come to realize that this open complaint needs to be resolved because we have done nothing wrong. We have guided [redacted] and his wife through the whole process. We are only guilty of trying to work with Mr. and Mrs. Young to make sure they are able to travel.We apologize for any inconvenience that this matter may have caused [redacted]. If we may be of further assistance to him regarding this matter, he may contact us by calling the Customer Service Department at [redacted]. We are available Monday through Friday 8:00 a.m. to 4:30 p.m. Mountain Standard Time.Sincerely,[redacted]Customer Relations Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11111689, and if I receive my refund by 2/15/16, the time they stated, and I don't have to contact the company anymore about this, then I will consider this matter resolved.  I will wait for the business to perform this action and only then will I consider this complaint resolved. As of today 2/8/16, this matter remains unresolved.
Regards,
Lauren Nyx

Infinity travel definitely is a questionable company. They said they would contact me within 60 to 90 days before my requested dates. I had to call them after the 60 day deadline and then they informed they hadn't started for the dates I had and then they respond with an email informing me the dates werent available. Upon calling there was a long wait to discourage the callers( I called during nonpeak times as they suggested and still had a 38 minute wait.)

We went to one of the Vacation Club presentations to get the free airfare for 2. WE did not buy the package due to the fact that the vacations they offered were not in places we care to go.
After sending in the form and not hearing from IIG Promotions, the fulfillment company, for over a month, I tried to get online to see what the status was. I could not use the promo Code to log in as it had already been used once. I called.
It seems that the lack of a signature had voided the offer, but as a courtesy they would let me send it in again with the signature (and the $100 refundable deposit I waited on until I knew that it was being processed). They emailed me the information on the 3 trips we had requested (part of the requirements) and the address to send everything.
That was about 4 months ago, and when we realized that they had still not contacted us I got on the phone (40 minute hold) and found out that the last travel date we had requested was past the offer's end date, so it have been voided again. This date was on the email they sent me in October, so they KNEW it was not going to go through and said nothing.
I have to write in to IIG Promotions to get the refund in process, and there is no telling what that will entail. The rep said that they do such a large volume of customers that they cannot let everyone know if there is a problem. That is basic bt since an automated email alerting the customer to problems would be a very simple thing to implement on their system. I have programmed automated emails for many companies.
They seem only to want to let you do the work and take no responsibility for their decisions. I only hope it will not be 8 weeks to get the refund that another person reported.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No my complaint has not been resolved they haven't even tried to contacting I feel I paid way to much not including my air fare was suppose to be included I will just take it a step hire since they can't resolve this with me.
 
Regards,
[redacted] On Fri, Aug 29, 2014 at 9:51 AM, Melissakayash <[email protected]> wrote:
No my complaint has not been resolved they haven't even tried to contacting I feel I paid way to much not including my air fare was suppose to be included I will just take it a step hire since they can't resolve this with me.

Thank you for bringing this to our attention.We see that check number 13085 was Processed on August 21st.  Even though customer service can only see that a check has been cut, the mailing of the check could have been a few days later.  We cannot speak for the speediness of the...

mail, however this check as cut and processed at that time.  We understand this is a few more days, but the process of canceling a check and resubmitting during a timeframe that your check could be delivered is fairly risky.In the even that you have not received your check by  Sept 11th, please let us know by calling ###-###-####

Thank you for bringing this to our attention.
 
Your refund check has been manually cut and will be mailed to:
[redacted]
[redacted]
It will be sent out tomorrow 3/9/2016 in the afternoon.  If the address is incorrect, please let us know by no...

later than 12 noon Az Mountain time.  You should have this refund in hand by no later than 3/25/2016 and should have it much sooner.  If the address needs correcting or you have not received your check by the date mentioned, please call us at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My husband and I sat through a time share talk for 2 1/2 hours because we were promised round trip airline tickets plus a 2 night stay in a hotel.  Immediately there was a problem with the website and registering.  Then we never got any emails.  Revdex.com intervened successfully and the offer forms were mailed and received 2/7/14.  I personally sent $100 money order as deposit on 2/8/14 along with $50 personal check for the hotel deposit.
 
We did not h ear anything until the letter of 2/27/14 which claimed we did not respect time limits.
 
I cannot reach them by phone or internet; the only address is a post office box.  
 
The remedy I am seeking is this: give us what was promised to us: 2 r/t domestic tickets and 2 night hotel stay.
 
Please see if you can resolve this for us - much appreciated!
 
[redacted] and [redacted]
-
 
 
 
 
Subject: [redacted].
 
12/15/2013 – [redacted] and I attended a time share talk in Tarrytown NY and were promised 2 airline tickets and a 2 night stay in a hotel.  That same day we mailed in the voucher #[redacted] along with a $4.95 personal check # [redacted] to Fly Away Vacations (a/k/a Infinity Incentive Group).  We complied with all the instructions to the letter.
 
1/30/2014 I made a complaint # ID [redacted] with the Revdex.com against Infinity Incentive Group, Inc.  Infinity ([redacted]) responded to the Revdex.com that we had received our offers on 1/7/14 – we never received them.  Then
 
2/7/14 – Infinity sent email with the offers to which we responded immediately.
 
2/8/14  - we sent $100 money order as deposit for the flights and $50 personal check for the hotels.
 
2/27/14 Infinity mailed a letter to my husband, [redacted], along with $100 check, saying, “Your  Travel
Request Form was not received within the time limit.  Your certificate has been placed on hold.  Not adhering to all terms and conditions makes your certificate null & void.
 
I believe this is consumer fraud.  We complied with all conditions and expect to get our free flights and hotel stays.
 
[redacted]
Regards,
[redacted]

We are inreceipt of the above referenced complaint by [redacted].In reviewing [redacted] complaint and position, I looked into several items to be sure I understood all points.  Starting with the email, I contacted our IT team to verify if the email was sent or not and IT was able to verify that the email as was sent to [redacted] on 3/24/2015 at 1:54PM and was opened.  We also show the email sent on 3/20 was received and responded to by phone call as requested for travel verification.  The floor supervisor [redacted] also called on 3/31/2015 at 9:09am to let her know that we would gladly begin working on the June travel date, we just need a verification of availability and we would getto work on it.  [redacted] called back on 4/2/2015 at 11:24am to confirm this date and availability.I also looked at the cost of airfare for [redacted] to [redacted] and found that we did offer a solid discount that was equivalent to the taxes and fees charged by [redacted] (a $56.23 discount on the airfare below [redacted]).  Our beliefis that [redacted] is looking at the cost of the flight on the booking page and not the TOTAL cost of the flight with all of the fees at confirmation.  This occurs quite common where our pricing looks higher than the flight until when booking the flight, the rest of the fees and taxes are added at the point of charging.As for the charge of a cover up of being attached, [redacted] is more than welcome to investigate.  We try to accomplish a good amount of due diligence, especially if the company is not well established.  Sometimes we find out the hard way that the marketing efforts are not as clean as we would have been led to believe.   Regardless, even then, our products are sold by agencies as well where we do not know who the promoter is.  Even then, to investigate each purchaser of our promotional items more than we already are would be similar to you going to the grocery store to buy eggs, only to be refused to purchase your eggs until you prove that you are not going to allow your kids or grandkids to throw them at any cars, houses, or people.  The intention is not to carousel this conversation, but to point out, that we have followed through on all points as we could.  The only point we could not follow through on is the point that we offer promotional travel products and that was not marketed to you in a way that was clear my the marketing company that you responded to.  However, we do have where this was provided to you in writing and you signed off that you agreed to this service under those terms.If you have any questions or would like a refund of your deposit, you are welcome to call our offices at [redacted].  The best time to call is in the afternoons and toward the end of the week.  This will ensure you have a lower wait time to connect with a customer service representative.

Thank you for contacting us.  We noticed that the first response mentioned having in hand by 1/5/2016 but should have been 2/5/2016 since the dispute was submitted on 1/18/2016.  
 
We are assuming you have not received the refund.  We need to verify the address we have on file is:
If this is not the correct address, please call us at [redacted] and update your address.  We will issue a new check and send it out tomorrow provided there is no call to us to change the address.
We apologize for these issues.

You are correct in that we have signed documents concerning the terms and conditions.  In this is the acknowledgement of availability as well as notes to being outside of the terms and conditions.  Regardless, again, as per the terms and conditions you have agreed to in writing (where there is no reference to "free" or "complementary" or any such reference while addressing the costs), since your request for refund has been received and processing, we are no longer responsible for providing travel for you.
Anywhere there is a reference to providing you with travel at no cost or any sort of indication is what we would appreciate you providing.  We know our documentation does not, its the marketing company we are concerned with in this case.
As in the previous response, your refund should be in hand by no later than 2/16/2016.  If you have not received it by this date, please contact us at [redacted]

I have had a similar experience as the other negative reviews. Excessive and misleading call times, overly complicated processes designed so they do not have fulfill promises, non-responsive to e-mails or phone messages. I reiterated through e-mail multiple times that I was having trouble trying to redeem my certificates after spending hours on hold and they did not respond to anything. This is just another scam, don't waste your time trying to redeem a travel voucher for them you'll just end up frustrated and disappointed.

Date: October 21, 2014Revdex.com of Arizona Re: ID# [redacted]To Whom It May Concern,We are in receipt of the above referenced complaint by [redacted]. We appreciate your assistance in bringing our customer’s concern to our attention. We are...

please to inform you this matter has been resolved. [redacted] refund of $150.00 was sent on 10/21/2014. Please reference check # [redacted].We apologize for any inconvenience that this matter may have caused [redacted]. If we may be of further assistance to her regarding this matter, she may contact us by calling the Customer Service Department at ([redacted] We are available Monday through Friday 8:00 a.m. to 4:30 p.m. Mountain Standard Time.Sincerely,[redacted]Customer Relations Manager

Date: September 30, 2014
Revdex.com
Attention: Britnee Glass
Re: ID# 10228752
Dear Ms. Glass,
We are in receipt of the above referenced complaint by [redacted]. We appreciate your assistance in bringing our...

customer’s concern to our attention.
We do not advertise our promotional offers. We do not want to mislead or misrepresent our products so we do state in the documentation provided to each customer, that no one should rely upon the representations of anyone outside our organization as to the specifics of our offers. We are a third party company, completely separate from the company that presented to [redacted]. We are diligent in providing full and complete Terms and Conditions at several touch points so that consumers can make well informed, educated decisions about participating in our exciting offers. Per Terms and Conditions we outline the fees and requirements. Our certificates are time sensitive. We invite customers to call in with any questions. Our offers, like any other promotional offers, come with restrictions and must be adhered to in order to take advantage of the promotion. [redacted] sent in a $100.00 ([redacted])  refundable deposit to us. She then requested a refund of her $100.00 deposit. We are pleased to inform you that this matter has been resolved. We have sent her refund check of $100.00 ([redacted]).
We apologize for any inconvenience that this matter may have caused [redacted]. If we may be of further assistance to her regarding this matter, she may contact us by calling the Customer Service Department at [redacted] We are available Monday through Friday 8:00 a.m. to 4:30 p.m. Mountain Standard Time.
Sincerely,
[redacted]
Customer Relations Manager

Thank you for bringing this to our attention.
 
We noted about your travel that your first request was for Napa CA during Christmas which is outside of the terms, we tried contacting you for your April Trip and did not get response to multiple emails sent and were put on hold....

 As for your last request of Memorial Day in Boise, again due to Major holiday, it was outside of the terms.We are manually cutting your check for your deposit.  You should have it in hand by no later than 4/6/2016 and should have it before then.  If you have not received it by this date, please call us at [redacted]

Thank you for bringing this to our attention.
 
We apologize for the issue with the refund.  You should have this in hand by no later than 2/16/2016.  If you have not received it by this date (should be sooner), please call us at [redacted]
Also, in reading you...

complaint, we note that you were under the impression that your airline tickets would be free.  We are a third party provider of travel fulfillment.  If you have any documentation from the company that provided the travel certs to you that indicate our products as free, we would greatly appreciate your sending a copy via fax to [redacted]  We work very hard to make sure that our products are presented correctly as we travel thousands of couples every year and have done so for the last 12+ years.  We know we cant make everyone happy, but we do not tolerate misrepresentation.  Your assistance with this would be appreciated.

Revdex.com, I am not able to review the document attached to this complaint.  I can however most likely determine based on our CRM notes, that this is a request for a refund.In this case, the...

refund request was submitted on 4/27/2015 for $100.00 verbally.  We require a written communication from the customer with verification (customer ID) which this will count for as part of that process.The refund request is now in the hands of accounting.  As per our policy, we inform customers it can take up to 6 weeks to receive your refund.  You will most likely receive sooner and can call our customer service department at ###-###-####.  The best times to call are in the late afternoons and toward the end of the week.  This will ensure a lower hold time.

Do not believe you will get a free or even substantially discounted cruise with Infinity Incentive Group. The small print states you will be responsible for taxes and fees, but these always add up to be about the same cost as a cruise you could have purchased on your own. After I questioned them on the lack of a discount they quickly sent an email saying that the discounted rooms were all sold out. And good luck getting the deposit back!