International Cruise & Excursion Gallery, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They did send $and some change. Now they can send the rest of the money. Not just going to give them $I will agree with them only keeping $only
Regards,
*** ***

Re: *** *** *** Dear MsGlass: We would like to thank you for bringing Mr*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the
facts and our resolution concerning this matterAccording to our records, Mr*** purchased a Government Vacation Rewards Select Access extension on July 20, The cost of the extension was $1,for a term of five (5) yearsThe extension was paid in full at the time of purchaseIt is Mr*** claim that when he purchased the extension he received 80,bonus travel pointsHe indicates the points were good to use for a period of five (5) years and would expire on 7/20/He further explains that when he contacted our agency to use his points he was advised the points had expired after two (2) yearsBased on our records Mr*** purchased the extension and was entitled to receive 75,bonus pointsThe expiration of these points was two (2) years after purchase, which occurred on 7/20/Moreover, the extension was valid for a period of five (5) years and expires on 7/20/As standard policy this information was reviewed during a recorded sales validationIn the best interest of customer satisfaction, we have extended the 75,bonus pointsThe points can be redeemed according to the original terms and conditionsAs of today’s date Mr*** has a total of 82,points he can use toward future vacation travelThe points will expire on 7/20/We have made contact with Mr*** at the phone number we have on file to advise on the resolutionWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedBest Regards, *** *** Resolution Specialist Office of the President

Re: *** *** Case # *** Dear *** *** We would like to thank you for bringing Ms*** ***’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to provide
you with the facts and our resolution concerning this matterOur records indicate that *** *** purchased a Government Vacation Rewards Select Access membership upgrade on September 18, The cost of the upgrade was $1,with a down payment of $and eighteen (18) monthly payments of $per monthThe Government Vacation Rewards Select Access membership included 75,points, $2,in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a day Mayan or Westgate Resort Certificate, a Day Preferred Inventory Resort and a $Cash CardThe complaint, filed by *** *** indicates she felt misled while trying to book her cruise using her points and has requested to cancel her membership and receive a refund of all monies paidI spoke to *** *** on February 5, and apologized for any confusion and let her know that because she no longer wishes to remain in the program and in the interest of customer satisfaction, that we would certainly cancel her membership and issue her a full refundWe have cancelled the membership and issued the refund effective February 5, in the amount of $initial down payment, the four (4) monthly payments of $totalling $The refund will be issued back to the star card we have on filePlease note that the refund can take approximately seven (7) to ten (10) days to receive depending on the financial institution *** *** banks withWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** *** Resolution Specialist Office of the President why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[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***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Re: *** *** *** * *** *** *** *** We would like to thank you for bringing *** *** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to
provide you with the facts and our resolution concerning this matterOur records indicate that, *** *** *** completed an on line booking on September 6, for the *** *** *** for days starting January 24, to January 26, During this on line booking process *** *** accepted and acknowledged that she understood the hotel cancellation policyThis policy indicated that *** *** could cancel her reservation up to fourteen (14) days prior to check in, or be subject to a one night cancellation penalty feeOur records indicate that *** *** contacted our agency on January 20, indicating that she wanted to change her reservationsThe agent explained that the procedure is to cancel the one reservation and rebook the new dateUnfortunately, *** *** would be subject to the penalty as indicated on her receipt, as she was well with the fourteen (14) daysThe agent phoned the resort direct, to see if we could receive an exception, and was told that the hotel would make the exception, however, there would be a charge of $*** *** advised the agent not to do anything at this point, and she would call our agency back*** *** did call our agency again, on January 24, 2015, which was the day of check-in, to see about making the change, and, understandably, the hotel would no longer allow the exception they made on January 20, The hotel considered her a No Show, and her funds were forfeited*** *** was not happy with that decision, and proceeded to contact our agency several times trying to get a refund*** *** did speak to one of our supervisors, *** ***, on February 25, and were able to resolve her concerns*** contacted the Manager of the hotel and she agreed to make another exception, and only charge the one night penalty and refund the differenceA refund has been issued to *** *** in the amount of $effective February 25, This refund was credited to the credit card *** *** used for the initial bookingPlease allow seven (7) to ten (10) days for the refund to post depending on the particular institution *** *** banks withWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** *** Resolution Specialist Office of the President

Re: *** *** Case # *** Dear Ms***: We would like to thank you for bringing Mr*** ***’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to provide
you with the facts and our resolution concerning this matterOur records indicate that Mr*** purchased a Government Vacation Rewards Select Access membership upgradeThe cost was $2,which was paid in full at the time of purchaseBased upon Mr***’s request to no longer remain in the program, and that his original request was received within the rescission period, we have cancelled his membership upgrade effective January 29, and issued a full refundAlthough our records show the account was cancelled, our system did not complete the refundI have manually completed the refund today to Mr***'s star card we have on filePlease note the refund can take approximately three (3) to five (5) business days to post to his account depending on the financial institution Mr*** banks withI have also reached out to Mr***, apologized for the delay, provided him with a cancellation number, and also my contact information, should he have any further concernsWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** *** Resolution Specialist Office of the President

Re: *** *** *** *** *** ***: We would like to thank you for bringing *** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the
facts and our resolution concerning this matterAccording to our records, *** *** attempted to make a reservation online at the *** *** *** ** *** *** Upon trying to complete the reservation the system returned with an “error”, which did not permit *** *** to finalize the transaction; however, a pre-authorization as completed against her *** for $We have verified that the pre-authorization has been released and the $has been returned to *** ***’s accountWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedBest Regards* *** *** Resolution Specialist Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
To the Revdex.com, I have utilized this service for years and I am sending a very special thank you for assisting me in this matter, although the response is ok I will accept the response

We have reviewed the additional information provided by Mr***Mr*** indicated that he was told by a supervisor, at the resort, that under his reservation, he was booked for a sales eventOur records reflect that Mr*** booked the reservation on line on January 12, When booking online, Mr*** used his certificate included in his membershipWestgate did not pay for the trip. Patricia at the Westgate Towne Center front desk verified that Mr*** had completed his check in and received his room keyAfter checking in, he was introduced to a greeter, who provided him with a welcome package explaining the amenities available to him and offered him the opportunity to have a tour of the resort, to determine if he was interested in becoming an ownerA $refundable fee was assessed to secure his appointment to tour the propertyRecords indicate Mr*** took the tour, and upon completion of the tour, the fee was refunded to himHe was under no obligation to schedule the appointment. Mr*** had been previously talking to our customer service department, however, when he filed a complaint with the Revdex.com, his complaint was escalated to the Office of the President Resolution DepartmentWe researched the complaint and responded in writing. Patricia confirmed that Mr*** stayed the entire week from February 14, through February 21, Our position remains the same on this matter and no refund will be issuedWe have reinstated Mr***’s resort certificate for six (6) months, which will allow him to book an additional weekMr*** will need to book his vacation by November 28, 2015. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, *** *** Resolution Specialist Office of the President

Re: Richard Wilson # *** Dear *** ***: We would like to thank you for bringing MrRichard Wilson’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to provide
you with the facts and our resolution concerning this matterOur records indicate that *** *** purchased a Government Vacation Rewards Select Access membership upgrade on April 24, The cost was $1,and *** *** paid in full at the time of purchaseOn October 8, we received email correspondence from *** *** indicating that he was upset about not being able to book a cruise that he had found on the website on line and using his points,At that time, we had discovered that our web site was not reflecting the correct pricing and only reflecting the cost of port fees and government taxes without any cost for the actual cruise itselfWhen *** *** tried to book the cruise on line, the booking system would not process his requestTwo issues occurred: he did not have enough points in his account, and website was experiencing technical difficultiesWe took immediately steps to correct the web siteHowever, when this was explained to *** ***, he got upset claiming it was a “bait and switch”Our records indicate that *** *** used 50,points to book some air fare, on *** *** in August of 2013, which did not leave him the correct points needed to book the cruiseWe have been working on this issue and felt we had arrived at an equitable solution for both *** *** and our agency and called *** ***, leving him a message*** *** returned our call this morning and we were able to get him booked on the cruise of his choiceWe added 25,points to his account, which allowed us to book the cruise as a featured redemption into the cabin category that he wantedHis only out of pocket expense was $202.80, which was a 65% reduction*** *** was thrilled and we completed the bookingWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** *** Resolution Specialist Office of the President

Re: *** *** #
Dear Ms***:
We would like to thank you for bringing Mr*** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to
provide you with the facts and our resolution concerning this matter
Our records indicate that Mr*** purchased a Government Vacation Rewards Select Access membership upgrade on July 29, The cost was $2,with a down payment of $and eighteen (18) monthly payments of $per month
Our records indicate that on August 4, 2014, Mr*** called in and spoke to one of our agents and initially indicated that he wanted to cancel his membershipHe was referred to his account manager, who spoke to him on August 5, During that conversation, his account manager re-explained the program to Mr*** and offered him an additional 20,points as incentive to keep the membershipMr*** agreed at that time as he was interested in booking a resort in *** *** *** ***
Mr*** called back later, indicating that he would still like to cancel as he felt he was too old to travel and he was upset over not being able to convert his points to vacation cash until his membership was paid in fullDue to the fact that Mr*** did not want to continue the program, we felt, at that time, in the best interest of customer satisfaction, we would cancel his membership and return all funds paid into the accountHis membership was cancelled on October 1,
I spoke to Mr*** today as a follow-upHe was currently out of town, on vacation, and let me know that he would check his account upon his return
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved
Sincerely,
*** ***Resolution Specialist
Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Re: *** *** *** *** *** ***: We would like to thank you for bringing *** ***s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the
facts and our resolution concerning this matterAccording to our records, on Janaury 27, *** *** used the Sears Vacations online platform to book a river cruise through Scenic Tours for November 23, to November 30, Based on the information reviewed *** *** received a price of $per person for the 8-day cruiseShortly after booking the reservation she was contacted and advised that the price she received was incorrect and the cost of the cruise was actually $5,We have conducted some additional research into this matter and determined that there was an error in the pricing that was loading for that cruiseAs a result of the incorrect pricing *** *** opted not to continue with the cruise reservation and it was subsequently cancelled on January 28, We have reported the pricing discrepancy to the appropriate departments within our organization, and As a goodwill gesture and in the interest of customer satisfaction, our agency is offering *** *** a $Future Cruise Credit to apply toward a future cruise vacationThe credit will be good for one (1) year from today’s dateThere are specific redemption requirements for using the credit, which *** *** can contact our agency to obtain the full terms of useWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedBest Regards, *** *** Resolution Specialist Office of the President

Re: *** *** *** * *** Dear Ms***: We would like to thank you for bringing *** *** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to
provide you with the facts and our resolution concerning this matterOur records indicate that *** *** received certificates as a promotionOne was for a cruise excursion and the other was for a land excursionThe certificates had a value of $each, which would be used to reduce the cost of the excursionsIn *** ***’s complaint, he expressed his difficulty in getting a hold of us via direct mailHe indicated that he had received his correspondence back stamped “return to sender”I spoke to *** *** today, and apologized for his difficultyI advised him that he did not have our correct addressHis first correspondence was sent to *** * *** *** *** ** ***We have moved from that address years agoThe post office would not forward mail to an address that oldHis second address of *** ** *** *** *** ** *** was simply a matter of transposing the addressI made sure he has our current correct address, which is *** ** *** *** *** *** ***, for any future correspondenceI explained to *** *** that the promotion he received only ran for a short period of time and, consequently, we have a specialist who handles all the bookingsI assured him that I would have her contact him and asked for his best contact numberHe thanked me for the follow up and felt this would resolve his concerns regarding the certificatesWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** *** Resolution Specialist Office of the President

Re: *** *** *** *** *** Dear *** ***: We would like to thank you for bringing *** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would
like to provide you with the facts and our resolution concerning this matterAccording to our records, *** *** purchased a Cruise and Resort package on April 1, The cost of the vacation package was $1,She made an initial down payment of $to be followed by eighteen (18) payments of $per month*** *** currently has a balance owing of $Our records indicate that on July 25, 2013, *** *** made a resort reservation at *** *** *** for the week of November 30, 2013, however, had to cancel the reservation as her family decided that time would not workHer funds were returned and her certificate was restored*** *** made another reservation on May 13, at the *** ** *** *** for the week of August 8, On July 7, *** *** contacted our agency and cancelled the reservation due to some financial issuesWe were able to make an exception for her, and cancelled the reservation and restored her certificateOn December 1, 2014, *** *** contacted our agency to see about setting up financial arrangements for her past due account*** *** was also interested in making a reservation in *** *** for February of The customer service agent explained to *** *** about the Hardship program for our members who are having temporary financial difficultyShe elected not to participate in the Hardship program, at this time, and the customer service agent did extend her expired certificates to March 1, at no additional charge*** *** complaint stems from the fact that she was told by the customer service agent that we could not provide the Hardship information in writingShe is requesting a refund or to book a resort stay in *** ***I was able to speak with *** *** regarding her requestsI explained that as for her request of a refund, she was outside the rescission period, so a refund was not available to her, at this timeWe would, however, be happy to work with her in acquiring the vacations she was interest inWe discuss her desires in booking a resort in *** *** for her wedding anniversaryShe explained that she was told there were no resorts without any upgrade feesShe further told me that she did not want to cruiseI let her know that we would make an exception for her, and allow her to exchange her cruise certificate for a higher end resort, and she said that would be greatShe could then use her standard resort certificate at a later dateI told her I would be happy to work with one of our resort supervisors and see what we could work out for her and we would get back to herOur resort supervisor, *** was able to use the cruise certificate to find a couple of options for *** *** in *** *** in February of Unfortunately *** *** was not happy about the fact that she would have to pay off the balance of her package, which was $before she would be able to use the certificateI explained to *** ***, that we informed her on the date of purchase, how the package works in relation to booking the vacations, that if she were to book a cruise, the package would have to be paid in full days before sailingWith the exception we offered her, of using the cruise certificate to book the resort, the same appliesThe package would need to be paid in full prior to her taking the vacationI also let her know that if she booked a vacation anywhere else, she would be expected to pay for the reservation prior to taking the vacationShe agreed that that would be the caseIn an effort to reach a resolution, and the fact that *** *** cannot pay the package off in full to take the vacation in February, at this time, we are happy to place her account on the Hardship program effective December 10, and will provide that information to her in writingWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedBest Regards, *** *** Resolution Specialist Office of the President

Re: *** *** #*** Dear Ms.***: We would like to thank you for bringing Ms*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to provide you with
the facts and our resolution concerning this matterAccording to our records, on May 30, 2013, Ms*** purchased an upgrade to her *** membershipThe cost of this upgrade was $2,with a down payment of $followed by eighteen (18) monthly payments of $This membership included three (3) Premium certificates, plus a bonus week in Mexico, savings credits and the ability to renew annually at the cost of $29.00, per year, for additional yearsOur records further inditate that Ms*** has used three (3) of the four (4) certificatesThe fourth certificate expires on May 30, and will need to be booked by that expiration dateDue to the fact that Ms*** has used of the certificates, and that she is outside the rescission period, a refund of the membership is not availableThe initial savings credits, that were applied to the account on the date of purchase, do not expire, however, any additional savings credits that are earned through the booking process, expire one year after date of issuanceOu records do agree with Ms*** in that she did make hotel reservations; however, she ultimately cancelled of those reservationsAfter reviewing our records, adding savings credits for the booked reservations, and deleting savings credits for the cancelled reservations as well as the expired savings credits, the current balance of savings credits, reflected in her account, is correctHowever, in the interest of customer satisfaction and to resolve this issue, we have added to Ms*** account the savings credits that Ms*** feels she is missingWe have also credited to the account, an additional savings credits, which respresents the expired savings credits, for a total of additional savings creditsThese additional savings credits will expire one year from todayWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** ***Resolution Specialist Office of the President

March 31, *** *** *** Business Bureau *** *** *** *** *** *** *** ***Re: *** *** Case # *** Dear *** ***: We would like to thank you for bringing *** *** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matterIn the interest of customer satisfaction, we had agreed to cancel the previously mentioned Ultimate Departures membership and issue a full refundThis membership was, indeed, cancelled on February 10, Unfortunately, the complete cancellation process was not done properlyThis error caused the refund to not trigger for actionThis error was realized and corrected on March 13, The original down payment of $was refunded on February 10, and the six (6) monthly payments of $were refunded on March 13, The total refund was $1,We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** *** Resolution Specialist Office of the President

We would like to thank you for bringing Ms*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.We have reviewed the additional information provided by Ms*** and upon further review, it appears Ms***’s account is currently expiredThe account expired on October 10, and all applicable vacation certificates have expired on the account as well.We apologize for any inconvenience Ms*** has encountered when trying to book a cruise vacation through our agencyWe have taken her feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided.Unfortunately, our position remains the same on this matter and no refund will be issuedOur decision is based in part on the fact that Ms*** is past the rescission period and she had an opportunity to review the terms and conditions regarding the cancellation policy.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards,*** ***Resolution SpecialistOffice of the President

Re: *** *** *** Dear *** ***: We would like to thank you for bringing *** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to
provide you with the facts and our resolution concerning this matter. According to our records, *** *** purchased an *** Package on November 13, The cost of the package was $1,The package was paid in full at the time of purchase. Based on *** *** inquiry she indicated she wanted to book a resort in ***, however, we did not have the resort available on the dates she wantedFurthermore, she stated tried changing her vacation dates as advised and still was not able to book a resort in *** for the selected datesThe member requested a refund due to the lack of availabilityThe request for a refund was denied. Based on the records, *** *** purchased her package and had ten (10) days to cancel the package to receive a full refundOn the day of purchase *** *** viewed the website, which outlines the terms and conditions for cancellationUpon review the member would have viewed the rescission periodAdditionally, the resort locations are based on location, time of the season, and availabilityOur agency does not make any guarantees at the time of purchase that any particular property will be available for specific dates. Unfortunately, our agency is unable to honor *** *** request for a refund as she was given the proper information to cancel said package within the respective rescission period. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, *** *** Resolution Specialist Office of the President