International Cruise & Excursion Gallery, Inc.

After becoming a member I decided the program wasn't for me. I verbally and faxed a letter as required within the

10 day cancellation period. Requested confirmation that

my request had been received. No reply. I haven't been able to get through to their finance departmant. They apparently check the caller ID and if it's from a party

that has asked for a refund, they don't take the call and

don't return messages. Many reviews have similar problems.

Thank you for posting my displeasure. My fear is that they

will continue to charge my account for the monthly payment as other reviewers mentioned.

Re: [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. According to our records, that [redacted] purchased three (3) [redacted] Vacations Packages on Jusy 31, 2014 at a cost of $1,699.00 per package and three (3) down payments of $99.00 and eighteen (18) monthly payments of $88.89 per package. It is with our understanding that [redacted] states he was to receive; a 7-day cruise, a complimentary 3-5 day cruise, a Riviera Maya Resort Stay and another bonus 7-day resort stay as a result of purchasing two promotional products. [redacted] also indicated that he did not receive his confirmation or the terms and conditions for the package purchases. As a result of the above [redacted] stated he only received two (2) of the certificates outlined above. After making additional inquiries to resolve the matter, the situation was not resolved in a satisfactory manner and he requested to cancel the aforementioned packages. In the best interest of customer satisfaction, we have honored [redacted] request to cancel the packages effective Janaury 7, 2015 as follows: [redacted]-- Refund $99.00 deposit and one (1) monthly payment of $177.78. [redacted] -- Refund $99.00 deposit and two (2) monthly payments of $88.89 [redacted] – Refund $99.00 deposit and one (1) monthly payment of $177.78 All refunds were processed back to the credit card ending xxxx—[redacted] with the exception of the monthly payment on the package [redacted], that payment was refunded to the credit card ending in xxxx—[redacted]. All refunds will be returned in separate transactions and will be credited in approx. seven (7) to ten (10) business days. 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

Re: [redacted]: We would like to thank you for bringing Mrs. [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, Mrs. [redacted]’ booked a resort stay at the Legacy Vacation Club Reno in [redacted]. The dates of travel were from 7/12/15 to 7/19/15. There was no out of pocket expense for the stay as Mrs. [redacted]’ applied her resort certificate ([redacted]) to the reservation. It is Mrs. [redacted]’ claim that due to some surrounding circumstances, she booked an additional stay for the same dates noted above at the Wyndham Flagstaff in [redacted]. Subsequently, she wanted to cancel the aforementioned stay in [redacted]; however, she was advised upon cancellation that her “free resort” certificate would be forfeited. Mrs. [redacted]’ stated in her inquiry that the terms and conditions she received does not indicate the resort certificate would be forfeited in the event of a cancellation, but rather that the vacation request is refundable up to 24 hours from the time the request is submitted. As a result of this matter Mrs. [redacted] has requested to have the resort certificate reinstated as the terms and conditions state that any monies paid to reserve this stay would be forfeited, not the certificate. After review of this matter and in the best interest of customer satisfaction, we have honored Mrs. [redacted]’ request. We have cancelled the resort stay at the Legacy Vacation Club Reno in [redacted] and reinstated her resort certificate ([redacted]). The certificate will expire on 03/07/2016. We would like to note that all reservations must be cancelled within 24 hours of booking, otherwise any monies and or certificates applied to said reservation will be forfeited at the time of cancellation. 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

March 31, 2015

Business Bureau

Re: [redacted] Case # [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. 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. Unfortunately, the complete cancellation process was not done properly. This error caused the refund to not trigger for action. This error was realized and corrected on March 13, 2015. The original down payment of $399.00 was refunded on February 10, 2015 and the six (6) monthly payments of $138.16 were refunded on March 13, 2015. The total refund was $1,227.96. 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

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. The only way I could get them to stop charging my bank account was to close the account all together. I told them repeatedly that I was not happy with any option I was given and I was being forced to make a decision to keep them from withdrawing more funds out of my account. I can not accept a loss of $749. This is not right. I was never given an opportunity to get my money back because it was never an option given me by this company. I want my money back.

Regards,[redacted]

Dear Sir or Madam: 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 an RCI Vacations package on May 14, 2013. We have contacted Mr. and Mrs. [redacted] regarding their concerns. In speaking with Mrs. [redacted] she advised that they were not happy with the resort availability on the dates they are interested in. However, she indicated that at the present time they are interested in taking a cruise vacation with either [redacted] or [redacted] Cruise Lines in the month of July for their anniversary. The [redacted]’s would like to take advantage of their vacation package. They have been instructed to give our agency a call and a vacation planner can assist them in locating a cruise that will fit their needs. The [redacted]’s have been advised that the selection of their cruise and availability is based on several factors; however, there are cruise options available that will permit them to utilize their cruise certificate toward the vacation. We will continue to work with the [redacted]s on their vacation plans. 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 Sir or Madam: 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. We have been in contact with the [redacted]’s and were able to resolve their concerns. At their request we booked four (4) two (2)-bedroom units at the [redacted] in Orlando, Florida traveling May 30, 2014 through June 6, 2014. The [redacted]’s agreed to use their two (2) resort certificates to cover the cost of two (2) of the units and paid an out of pocket of $800.00 per unit at $1,600.00 total for the other two (2) units. Additionally, we successfully cancelled the two (2) reservations that were made at [redacted] Hotel in Orlando, Florida traveling May 30, 2014 through June 6, 2014. There will be refunds issued at $1,106.00 per booking for a total of $2,212.00. The refund can take approximately seven (7) to ten (10) business days to be credited back to their account depending on the financial institution that they bank 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

[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.]

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,

April 11, 2016

Re: [redacted] Dear Sir/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 and our resolution concerning this matter.

According to our records, Mr. [redacted] has not purchased a membership through our agency; however, we have a partnered relationship with [redacted] through our Destinos Unlimited program.

Unfortunately, our agency does not hold the contract referenced in the correspondence that has been received. The request to cancel the contract has to be sent directly to [redacted] at the following address:

Paseo de las Moras s/n

Fracc. Náutico Turístico

Nuevo Vallarta, Nay.

[redacted] Or contact Tanya M[redacted] Administration Manager for [redacted]

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

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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. I will keep reviewing the account of [redacted] (spouse) to ensure the credit has been issued

Regards,

Re: [redacted] Case # [redacted] Dear Sir or Madame:

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 and our resolution concerning this matter.

Our records indicate that Mr. [redacted]equested a reservation for the [redacted] on line on January 29, 2016. Unfortunately our system was unable to confirm the booking and Mr. [redacted] subsequently called to cancel the stay. We have refunded Mr. [redacted] the amount of $1,491.00 to his credit card ending in [redacted] which represents a full refund. Please allow seven (7) to ten (10) days for the refund to post, depending on the financial institution Mr. [redacted] banks with.

We certainly apologize for any inconvenience that may have resulted in Mr. [redacted] negative opinion of the program. It is our intention to provide our members with exceptional customer service. On behalf of our company, we will continue to strive to deliver the best quality and service in a friendly and professional manner.

Furthermore, we have taken Mr. Patton’s feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided.

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

April 1, 2014

Re: [redacted]

Dear Sir or Madam:

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] has a resort stay booked at the Laurel Point Resort in Gatlinburg, Tennessee traveling May 2, 2014 through May 9, 2014. Based on the inquiry Mr. [redacted] needed some assistance with changing the dates of his resort stay.

Per Mr. [redacted]’s request we have provided his inquiry to our Travel Department to contact him regarding the date change. As of today’s date Travel Consultant [redacted] has spoken to Mrs. [redacted] and apologized for the delay in our following up to address this matter.

Mrs. [redacted] has confirmed that she wants to keep her resort reservation Mrs. [redacted] has been provided the agents contact information in the event Ms. [redacted] would like to contact [redacted] directly.

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

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

January 16, 2014 Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mrs. [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, Mrs. [redacted] purchased a resort stay at the [redacted] in [redacted] for seven (7) days at a cost of $181.99. Her dates of travel were from January 11, 2014 to January 18, 2014. We understand that due to renovations that were taking place at the property Mrs. [redacted] claimed that she was unable to stay at the resort. Based on our conversations with her, Mrs. [redacted]s believes indicated that our agency should have been notified of these renovations prior to her check-in date; however, we have no record of any notification from the resort property. While we are not responsible for the condition of the properties that we book for our members, we value customer satisfaction. Therefore, effective January 15, 2013 we have issued a refund for the requested amount of $181.99 which is the cost of the stay. The refund has been issued to the credit card we have on file. We have also reinstated Mrs. [redacted]’s resort certificate and set an expiration date of May 15, 2014. The resort stay was booked on June 26, 2013 and the certificate originally expired on October 28, 2013. There was approximately four (4) months left on the certificate before it expired at the time of booking. The certificate has been reactivated for an equal amount of time to what the member had left to use on her original resort certificate. 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

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.most people don't book a vacation within 10 days and No I didnt know vacations were subject to their time and not mine! Who wants to go on vacation when others Decide? The lady that sold package clearly said it was when I want it and any place we wanted but is not true, she even called back and I asked again and she assure me it was anytime I wanted to go on vacation. I'm not able to plan my family's vacation when [redacted] decides I can go? If the lady was to tell me this when I purchased I would never buy, plus on my last call they told me they don't even mention the 10 days to cancel and is not on website neither like they claim ?

Regards,

Re: [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 September 15, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. The Government Vacation Rewards Select Access membership included 75,000 points, $2,000.00 in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a [redacted] and a $200 Cash Card. The complaint, filed by [redacted] 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 paid. I spoke to [redacted] on February 5, 2015 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 refund. We have cancelled the membership and issued the refund effective February 5, 2015 in the amount of $99.00 initial down payment, plus the five (5) monthly payments of $114.56 totalling $671.80. The refund will be issued back to the star card we have on file. Please note that the refund can take approximately seven (7) to ten (10) days to receive depending on the 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] # [redacted] Dear Ms. [redacted]: 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 March 27, 2015. The cost was $2,499.00 with a down payment of $249.00 and eighteen (18) payments of $140.00 per month. Our records reflect that Ms. [redacted] contacted our agency to cancel her membership, however she was outside the rescission period. 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 effective May 27, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in [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, Jannelle B[redacted] Resolution Specialist Office of the President

Re[redacted] Case No. [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.

According to our records, Ms. [redacted] purchased a RCI Registry Vacations package on June 6, 2014. The cost of this vacation package was $1,799.00 with $99.00 down payment, followed by eighteen (18) monthly payments of $103.44. Our records show that Ms. [redacted] has paid her account in full.

I have reached out and spoken to Ms. [redacted] and apologized for any confusion regarding her vacation package. She indicated that she had planned to take a Hawaiian cruise, however, with the passing of her twin sister, she did not think about booking it for almost two (2) years and the cost had increased over those 2 years which prohibited her from being able to take advantage of her planned cruise to Hawaii.

I further advised her that under the circumstances, and in the interest of customer satisfaction, we were cancelling her vacation package and providing her a full refund. I advised her that the down payment of $99.00 plus the eighteen (18) individual payments would be credited back to her account used for the purchase and she should allow seven (7) to ten (10) business days for the refunds to post. She was very please and thanked me for resolving this for her so quickly.

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

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.

How was the amount of $750.00 credit determined? The lowest priced cabin on this cruise was over $3,000.00 per person and the credit should have been for two persons. When the package was sold there was no mention of a $750.00 cap on the cruise. Please request they provide a copy of the recording of the conversation with the sales rep, [redacted]. This will confirm the fact there was no mention of a cap and the fact River cruises were included as eligible for the program. This should be very simply. Provide the recording and stand behind what the Sales person stated.

Regards,

Re: Junie [redacted] Case # [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. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on June 12, 2015, the cost of this upgrade was $1,499.00. Ms. [redacted] elected to pay in full on the date of purchase. Based upon Ms. [redacted] request, made within the ten (10) day rescission period, to no longer remain in the program, we have cancelled her membership upgrade effective June 19, 2015, and issued a full refund in the amount of $1499.00. 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