International Cruise & Excursion Gallery, Inc.

Re: [redacted] Dear Sir/Madam:

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, [redacted] purchased a 3-7 night resort vacation certificate for $99.00 that entitled her to purchase select hotel stays for $99.00 or less per night.

It is [redacted] claim that she was in a [redacted] store when she was approached by a representative who went over his sales presentation, and that she found the presentation convincing. [redacted] further states the representative informed her that if she purchased the $99.00 vacation package, and for any reason she was unsatisfied, she had 10 days to receive 100% of her money back.

[redacted] further stated that prior to activating her package she did some research and found inauspicious reviews from different sources. Approximately eight (8) days after having the package she attempted to cancel, but was unsuccessful in her attempts. She notes that after several attempts she finally she spoke to one agent, who informed her that she had cancelled the transaction and it would take 30 minutes to process, but she never received the refund. [redacted] states she spoke with a second agent, who informed her that she was unable to cancel and receive a refund. As a result of this experience [redacted] is unhappy with the service she received from [redacted] Vacations.

Based on [redacted] experiences, [redacted] decided not to keep the package. After thorough review and in the interest of customer satisfaction, we have cancelled the transaction effective August 28, 2015, and a refund will be issued for $99.00. The refund will be issued back to [redacted] credit card that we have on file. Please note that a refund can take approximately seven (7) to ten (10) business 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.

Best Regards,

Resolution Specialist

Office of the President

The account was not been used for commercial purposes. It was been used for my family and friends to book our vacations as this was the purpose of the site. I stated before when my family and friends booked the reservations they would all show my name and address on their confirmation details. As Identities are easily stolen these days, I updated the address information to a public one to protect my own. All the reservations there are for family and friends.

If the company looks back to the notes on the account it is clear that I had issues with the purchase from the moment I purchased. I escalated the lack of disclosure regarding my purchase and not being told about fees (the 19.95 "processing fee") and other fees that weren't disclosed but I saw on the attached document. I was given a future purchase credit.
My payment was due July NOT June. I include this information to demonstrate that in an effort to defend their deceptive practices the company does not take the time to actually look at the details of the transaction. I called in June to pay the cruise early. I was informed my balance was 603.62. I paid 603.62 after telling Mr. Rause I wanted to pay it ALL off.
As stated in the company's response I made 14 payments of 175.97 and the package was for 18 payments of 175.97. Each payment included a 9.00 "processing fee" but since I made 4 less payments that company should return my 36.00 in "processing fees"
I paid my cruise because I had no other choice. If I didn't pay my cruise it would have gotten cancelled and the company would have stayed with my money not because what they did was honest and with integrity. My package is paid, it will take my cruise and I will never do business with this company again. I want this complaint on record and I will be sure to communicate my dissatisfaction with every possible customer I come across. The veteran community is a small one.
 My need to extend my cruise is irrelevant and immaterial to this complaint and I am not sure why the company representative even felt the need to bring it up.

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

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

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]

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

[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,

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

[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,

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 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,

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

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

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

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,

January 9, 2014 [redacted] Revdex.com [redacted]

[redacted] Re: [redacted] Dear Ms. [redacted]: 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. Our records indicate that on July 28, 2013 Mrs. [redacted] purchased an ICE Platinum Rewards Upgrade. The cost of the upgrade was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $81.22. In review it appears that Mrs. [redacted] contacted our agency on July 29, 2013 and requested to cancel the aforementioned membership. The cancellation request was contingent on her cancelling her timeshare purchase at [redacted]. Mrs. [redacted] contacted our agency to advise that she had indeed cancelled her timeshare with [redacted]. To date records show that the membership was not cancelled and no refund had been issued. Based on our findings we have cancelled the referenced membership as of January 9, 2014 and a refund in the amount of $605.10 has been processed back to the credit card ending in xxxx—[redacted]. The refund will be processed in separate transactions; $99.00 will be refunded for the down payment and five (5) monthly payments of $81.22 will be processed back to the same credit card totaling $605.10. The refunds will be credited to the account in approximately seven (7) to ten (10) business days depending on the financial institution Mrs. [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

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: [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] 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 August 26, 2013, Ms. [redacted] purchased an ICE Platinum Upgrade for her membership. The cost of that upgrade was $2,999.00, with a down payment of $299.00, followed by eighteen (18) monthly payments of $159.00. Our records indicate that on May 11, 2015, Ms. [redacted] made a reservation at the [redacted] for 7 days. Ms. [redacted] booked this reservation using our on line platform. Unfortunately Ms. [redacted] failed to review the Essential Information that is clearly posted on the web site. The Essential Information contains the following: Essential Information: Pricing displayed based on 2 Adults. Additional persons will be charged $5.00 + tax per person per night. Final Receipt will reflect total charges based on occupancy booked. •Children 17 and younger are complimentary using existing bedding when sharing room with adult. Names and ages of children must be included on reservation to avoid paying the additional person charge. According to the complaint filed by Ms. Paulino, she was traveling with her husband and two (2) children under the age of 17. Consequently, she was charged appropriately. However, in the interest of customer satisfaction, we have refunded the total amount of $77.70 to Ms. [redacted] credit card ending in XXXX – [redacted] that was used for the original charges. Please allow seven (7) to ten (10) days for the refund to post, depending upon the 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