International Cruise & Excursion Gallery, Inc.

Re: [redacted] File No. 11083275
Dear Sir or Madam:
We would like to thank you for bringing Mr. [redacted]’ correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts.
As previously mentioned, we are unable to locate any Sears Vacation membership purchase for Mr. [redacted] or his fiancé Trisha Carle. I have reached out to Mr. [redacted] using the phone number on his complaint; however, the person answering that number indicated that they have no idea who Mr. [redacted] is.
Unless Mr. [redacted] provides us with his Sears Vacation account number, we will be unable to address his concerns.
We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Re:  [redacted]   [redacted]  [redacted] Dear [redacted] We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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 [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on December 9, 2014.  The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Our records indicate that on December 15, 2014, [redacted] did speak to one of our supervisors who explained the cancellation process and indicated that she could certainly cancel her membership, however, felt it was important for her to understand the benefits available to her prior to cancelling. Consequently, [redacted] had several additional conversations with her account manager, as [redacted]’s original request was to book a hotel in [redacted] in December over the Christmas Holiday. Unable to meet [redacted]’s needs over the Holidays, and due to the fact that [redacted] did not want to remain in the program, we have cancelled her membership effective January 20, 2015.  We have refunded the initial down payment of $99.00 plus the January 16th payment of $86.78 to the original credit card ending in XXXX – [redacted].  Please be advised that it could take from seven (7) to ten (10) business days for the refund depending upon the particular financial institution [redacted] banks with. 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, [redacted] Resolution Specialist Office of the President

Re: [redacted]: We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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, on October 19, 2013 Ms. [redacted] purchased a RCI Cruise and Resort Vacation Package. The cost was $3,299.00 with a down payment of $199.00 and eighteen (18) monthly payments of $181.72. Seventeen (17) of the payments have been made, with the final payment due April 21, 2015. Our records indicate that Ms. [redacted] completed a sales validation at the time of purchase. She was advised at that time, she could review the terms and conditions and the benefits of the program via the RCI Cruiser website. Records reflect that Ms. [redacted] has viewed the web site extensively. On the website is does indicate that the vacation package can be cancelled within ten (10) days of purchase to receive a full refund. We have no record that Ms. [redacted] exercised this option within the recession period. This vacation package included several vacations, consisting of two 7 night cruises, one bonus 3-4 night cruise and, either one 7 night resort stay or two 3 night hotel stays. The bonus 3 – 4 night cruise had expired, however, in the interest of customer satisfaction, we have extended the certificate for an additional six (6) months and Ms. [redacted] will only need to book her bonus cruise, not travel, by September 30, 2015. She can book the bonus cruise by calling our cruise department at 1-866-707-8412 extension 2421 and referring to her account number [redacted]. Furthermore, records indicate that Ms. [redacted] has booked 2 of her 3 cruises. One was booked on March 12, 2015 cruising to Hawaii on October 10, 2015 and the other one was booked on March 15, 2015 cruising to the Western Caribbean on April 10, 2016. The only additional fees Ms. [redacted] paid at time of booking her cruises, was for the cruise line pass through fees and any upgrades she requested. These fees were disclosed during the above mentioned recorded validation. Our agency does offer a Best Price Guarantee and Ms. [redacted] is certainly welcome to contact our cruise department, at the number listed above, and speak to a cruise specialist, who will be happy to review our Best Price Guarantee with her for her Western Caribbean [redacted] Cruise that was referred to in her complaint. 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, [redacted] Resolution Specialist Office of the President

The original amount was $1999. The additional amount was $1499. The company never gave me that, as promised. And the refund  that the company sent was in the amount of $1300 and some change. The figures in this claim are not the correct amount.

We would like to thank you for bringing Mr. [redacted]’’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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, Mr. [redacted] purchased a Government Vacation Rewards Select Access extension on May 1, 2015. The cost of the extension was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $117.56. In review of our records, Mr. [redacted] called on May 4, 2015 and requested to have the membership cancelled. He was within the rescission when he made the initial request. Unfortunately, it doesn’t appear the membership was cancelled when requested. Based upon Mr. [redacted]’s statements he did not want to remain in the program and in the interest of customer satisfaction, we cancelled the membership effective May 16, 2015 and a refund was issued for $99.00. The refund will be issued back to the credit card we have on file. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with. 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, [redacted] Resolution Specialist Office of the President

Dear Sirs/Madams,I appreciate that RCI Cruise is willing to acknowledge and honor the verbal agreement made by their booking agent, however what they are failing to mention is that the agent told me that the $75 credit per shore excursion was per person; this is actually stated in the recording they have of the phone call. Since I booked five (5) shore excusions for both my husband and myself, this means I should've been credited for $375 for each person, for a total of $750. Since I already received a credit of $300, this leaves $450 that I believe I am owed based on the original verbal agreement. If the company would be willing to issue me a check in the amount of $450 I would be happy to consider this matter resolved.Sincerely,Mrs. [redacted]

[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 [redacted], and acknowledge the...

company's response.  I did call [redacted]s back on this matter and explained what circumstances in which there are charges to changes.  Not all airline tickets are charged a change fee.  Unfortunately, that was not the case in this matter.  Overall, I will no longer use Explorer for travel.  Thank you Revdex.com for assisting in this matter. 
Regards,
[redacted]

January 31, 2017
Re: [redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. [redacted]s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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, Ms. [redacted] attempted to book a reservation on October 16, 2016 and October 17, 2016, however, she received an error message that the reservation did not go through. Consequently, the reservation that was attempted on October 17, 2016 was confirmed at the [redacted] and charged to her credit card.
We find it is in the best interest of customer satisfaction to refund Ms. [redacted] for the erroneous reservation that was confirmed on October 17, 2016. Ms. [redacted] was under the assumption that due to the error message that was received the reservation had not gone through. The refund has been issued effective January 31, 2017 for $487.97 to the credit card ending xxxx—0543 Exp. 2/19. The refund can take approximately seven (7) to ten (10) business days to be credited back to Ms. [redacted]s account depending on her financial institution.
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,
Shannon P[redacted]
Resolution Specialist
Office of the President

We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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 Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 11, 2014. The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Records reflect that Ms. [redacted] contacted our agency indicating that she had some water damage at her house and was having difficulty with the payments. We agreed to lower her payments for 3 months and waive the monthly processing fees and Ms. [redacted] was appreciative. Ms. [redacted] later contacted our agency and indicated that she was just having too many financial issues, at this time, and requested to cancel her membership upgrade. Based upon Ms. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership upgrade effective May 8, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution Ms. [redacted] banks with. 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, [redacted] Resolution Specialist Office of the President

We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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 Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on February 26, 2015. The cost was $1,499.00 which included a $99.00 down payment, followed by eighteen (18) monthly payments of $86.78. Based upon Ms. [redacted] request to no longer remain in the program, and that her original request was received within the rescission period, we have cancelled her membership upgrade effective March 5, 2015 and issued a full refund. Please note the refund can take approximately seven (7) to ten (10) business days to post to his account depending on the financial institution Ms. [redacted] banks with. 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,[redacted] Resolution Specialist Office of the President

Re: [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
It is Ms. [redacted] claim that the amount that she has been refunded is not accurate. She asserts that the original amount was $1999, and that he additional amount she was owed is $1499. Ms. [redacted] claims that the refund that the company sent was in the amount of $1300 and some change. The amounts that Ms. [redacted] is claiming she is owed are not correct.
Upon further review, Ms. [redacted] purchased a membership for $1,999.00 on August 9, 2013, however she is past the rescission period for that membership and no refund can be issued for any payments that have been made. Additionally, when Ms. [redacted] upgraded the membership our agency waived charging her another $99.00 deposit and applied her $99.00 from her previously purchased membership from 2013 to the upgraded membership.
However, in the interest of customer satisfaction, we cancelled and refunded the upgraded membership she purchased on November 6, 2015. The cost of the membership upgrade was $1,499.00. Our records reflect that we applied the $99.00 down payment on November 6, 2015, charged one (1) monthly payment of $77.78 on December 3, 2015, and charged one (1) final payment of $1,322.22 on January 4, 2016. To date we have refunded the respective amounts as follows: one (1) payment of $1,400.00 on January 13, 2016, and as a courtesy the one (1) down payment of $99.00 on January 28, 2016, totaling $1,499.00 in refunds.
We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Best Regards,
Shannon P[redacted]

I am sure your records will show that I have called a number of times to try to resolve this issue. I am not interested in you extending my vacation.  If you listened to my confirmation conversation you should pull the tape to listen to my conversation with Adrian P[redacted] and why I was not interested in reloading with GVR. Only at his offering premiere service did I reload.  And that NEVER happened.  It is extremely unfair that I should have to pay for a service and cannot use the benefits . Additionally 6 months is not enough time, my children are in school and we normally do not travel while school is in session. I am requesting a full refund as I have been requesting for some time now .  Look at the call record it shows that I have been diligent.  I am paying for a service not provided. Your prices are higher than I can obtain through my own searching for deals. What am I paying for. Even the little certificate you offers is only work $200.00 - $300.00 and almost always your are asking for additional monies and or points when using the certificate.  You best believe I am going to continue writing letters. I will present this issue to the media to let them know that this company should not be permitted to do business. All they do it take advantage of current service members and retired service members.!! Please discontinue my select access and refund my monies as I have requested. Thank you

We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. In the interest of customer satisfaction, we had agreed to cancel the previously mentioned Ultimate Departures membership and issue a full refund. This membership was, indeed, cancelled on February 10, 2015 and full refund was issued. I have contacted [redacted] via phone and advised her of the cancellation and refund and asked her if we could be of further assistance due to her rebuttal. She was a bit confused and thought we had issued her an extension, as opposed to a refund. I assured her that her membership was cancelled and the refund issued to her credit card used for the purchase. I further advised her to contact her bank as sufficient time has passed to allow the funds to be posted. [redacted] thanked me for the call and said she would contact her bank. She will call me directly should she need anything further. 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, [redacted] Resolution Specialist Office of the President

Re: [redacted]: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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 **. and [redacted] purchased an ICE Platinum Rewards membership upgrade on October 10, 2013. The cost was $1,499.00 with a down payment of $199.00 and eighteen (18) monthly payments of $81.22. There is currently a balance of $216.66. Our records, indicate that [redacted] completed a sales validation at the time of purchase. She was advised at that time she could review the terms and conditions and the benefits of the program via the ICE Platinum Rewards website. On the website is does indicate that the membership can be cancelled within ten (10) days of purchase to receive a full refund. We have no record that either **. or [redacted] exercised this option within the recession period. During the following year of purchase, **. and [redacted] used the membership services several times to book hotel stays using their points and vacation cash from the membership account. We have had one of our supervisors, [redacted], reached out to our member and [redacted] has been able to speak to **. [redacted] today. Their primary concern, at this time, was the fact that he and his wife thought that our policy for depositing weeks had changed, and that some of their vacation cash had expired. [redacted], explained to **. [redacted] that our policy had not changed; however, we have restructured the web site. [redacted] was able to show **. [redacted] on the web site that he still had the same options as before, they had just been moved to a different location on the web site. **. [redacted] was very pleased. **. [redacted] was correct, his vacation cash had expired. [redacted] agreed to extend the expiration date on the $573.00 of expired vacation cash, for an additional six (6) months from today. **. [redacted] was appreciative and indicated that he did not want to cancel and would continue with the membership and the payments. 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, [redacted] Resolution Specialist Office of the President

July 21, 2017
Re: Paul Y[redacted] 1[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mrs. T[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter.
Upon review, it is the claim of Mr. Y[redacted] that he attended a presentation and received a certificate, which entitled him to a complimentary five (5) day and four (4) nights cruise vacation. Mr. Y[redacted] asserts per the terms and conditions of redemption, "the average value of the cruise that may be redeemed with this Certificate is $650 per cabin based on cruise fare only (not including any applicable taxes or fees) for two people and subject to availability."
In the best interest of customer satisfaction, we are honoring a $650.00 reduction in the cost of the retail cruise fare for one (1) cruise vacation. The cruise certificate is for double-occupancy and requires all applicable government taxes, pass through fees, and upgrade charges are paid at the expense of Mr. [redacted]. The option to add additional nights, guests, and upgrade to a larger cabin is based on availability. The cruise certificate must be applied by the expiration date of 5/4/2018, even if the time of travel is at a later date.
The terms and conditions of the certificate are fully enforceable and include, but are not limited to the terms of use outlined above.
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,
Shannon Philli**
Resolution Specialist
Office of the President

March 6, 2017
Re: [redacted] Case # [redacted] Our Account # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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 on December 9, 2016 Ms. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program and purchased a vacation package. The cost of the package was $2,999.00 with $299.00 down payment followed by thirty-six (36) payments of $93.57 per month.
Our records further indicate that on the date of purchase, Ms. [redacted] signed the Purchase Agreement, which contains the three (3) day right to rescind directly above her signature.
Based on Ms. [redacted]’s request to no longer remain in the program, we cancelled her package on December 21, 2016. After further review, and in the interest of customer satisfaction, we have issued her a refund of her initial down payment of $299.00 effective today. The credit was refunded to the account ending in [redacted]. Please allow seven (7) to ten (10) days for the credit to post depending on the financial institution Ms. [redacted] banks with.
Furthermore, Ms. [redacted] was advised that she would receive a 7 day Mexico Resort certificate for participating in the tour. Her certificate has been added to her account indicated above. Ms. [redacted] can book her resort by calling [redacted]. Her certificate will expire 9/2/17. She can travel past that date, however, must have her vacation booked by that date.
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,
Jannelle B[redacted]
Resolution Specialist
Office of the President

May 11, 2016
Re: [redacted] Case File No. 11441417
Dear Sir or Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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 Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on May 3, 2014. The cost of the upgrade was $1,999.00, with a down payment of $99.00, followed by eighteen (18) payments of $114.45 per month. Ms. [redacted]’s current account is paid in full.
We reached out to Ms. [redacted] today due to the confusion regarding her 100,000 points. In the interest of customer satisfaction, we have agreed to reactivate her 100,000 points for a period of ten (10) years from the date of purchase. Ms. [redacted] was very happy and indicatd that she would be contacting the Revdex.com to withdraw her complaint.
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,
Jannelle B[redacted]
Resolution Specialist
Office of the President

This program has given me nothing but aggravation. My husband and I purchased a vacation package and next day tried to contact the company to clarify some of the salesman's pitch. For two days, I was unable to speak with anyone. I was given no information on how to cancel from the salesman. I specifically told him that if I found any information untrue I would cancel and he assured me that a simple call would be sufficient to cancel.

After not being able to speak with a live person, I did quick research and found so many negative reviews, including hidden fees, I decided that I had to cancel. But since no one picked up the phone was unclear of what the next steps would be. I called my credit card company to dispute the charge. The credit card company suggested I write a letter. Which I did and not surprisingly, no one responded.

You did response to my credit card company and advised that I voluntarily signed up. There was no mention of this company's inability to pick up the phone. After two complaints to the credit card company, some from ICE finally called feigning ignorance to my attempts to cancel.

I believe this company will make every effort to lie to extort money from hard working people. If this company does not refund my money and cancel my membership I will pursue other methods to expose them.

DO NOT DO IT.

What was supposed to be a positive event in my family's life has turned into an outright disaster. We were told the insurance product they sold us would cover us in certain situations. That was a lie. We were told they spoke to the insurance company and that our loss would be covered. THAT WAS A LIE. THEN...every time you call them they are rude, put you on hold for way too long OR you get someone on the phone who is a gem but they can't help. It's a horrible company...save yourself the time...save yourself the money and DO NOT use this company. Look at the reviews! They treat their customers (including our military members) horribly! It's obvious that they didn't want to lose their commission on the sale. It's also obvious that they think one day I'll just stop calling them and asking for our money back. That is not happening.

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We 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. [redacted] purchased a Sears Vacation package on October 23, 2013. The cost of the package was $2,999.00 with a down payment of $99.00 and thirty-six (36) monthly payments of $93.55. Mr. [redacted] has a current balance owing on his account of $2,497.20. Due to the fact that Mr. [redacted] no longer wishes to continue his membership, and in the interest of customer satisfaction, we have cancelled his membership effective January 7, 2015. Because his request to cancel is well outside the rescission period, Mr. [redacted] understands there will be no refund of the monies paid to date, and that there will be no future charges to his account. 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, [redacted]Resolution Specialist Office of the President