International Cruise & Excursion Gallery, Inc.

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.I am unhappy with their response because they are a fraudulent company. According to Westgate they have no affiliation with this company. What this company claims to have offered they do not offer. I called them last week to try to book a cruise with the program they offered because that's what they advertise and I was on the phone for over an hour being transferred to different people. Then I had to be called back because their system claimed to be down. When I gave them my Information, my name and contact # , they had no knowledge of me or my account. Yet they know me when they were taking money out of my account. I called OVC on 4/9/15 @ 10:09am spoke with [redacted]. He said he was not affiliated with the cruise program and was not affiliated with Westgate. Gave me # ###-###-####@ 10:15 I called . This was called Our Vacation Center where I spoke to [redacted] who gave me my RCI # which was the same as my Westgate # which was a little confusing. She said she knew nothing of the program I was referring to .She then switched me to another person. I then spoke to [redacted] ext#[redacted] . When I tried to explain the program. [redacted]s response was " We do not get involved with packages or programs that are sold to you ". He then asked me if I had any active certificates. I asked him how do I get a certificate. His response " we don't discuss any programs or certificates" .He then put me on hold and came back I said he could not book anything for me because I didn't have any points. I don't know what points he was referring to. He then transferred me and I spoke to [redacted] @ 10:38 am Ext [redacted] @ Government Vacation Rewards. I explained I have been transferred back n forth and I'm only trying to book a cruise. I was then transferred to Hector @ 10:46am . Hector said he couldn't give me any information and the system was down and that was the reason why I was transferred all over the place. He took my name and # and said he would call me back in an hour. He called back 2 hours later saying he could try to find me a cruise but it would cost more then what I said the program called for. What exactly does this company offer and what was the reason they charged me over $2000 ??? Are they really affiliated with Westgate. Someone isn't telling the truth .Regards,[redacted]

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 beSee Attached no response needed from Janelle I got excuses and what I already knew!

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

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

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,[redacted]

April 08, 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 Registry Vacations Package on November 29, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00. History reflects that a total of $374.00 has been paid to date on the account. When Mrs. [redacted] purchased the package she was advised that she could go to our agencies website and review the full benefits of the package as well as the terms and conditions, which includes a ten (10) day right to rescind the transaction. In addition, the terms and conditions for cruises stipulate that fuel surcharges, processing fees, government taxes, and port charges and due at the time of booking, with available upgrade options. It also establishes that for resort reservations the availability is based on season and location, with upgrade options available. Based upon Mrs. [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective April 8, 2014; however, no refund can be issued in this matter. Mrs. [redacted] was provided information which outlines the terms and conditions and the opportunity to cancel the package and receive a full refund. Unfortunately, Mrs. [redacted] did not exercise the alternative within the rescission period. Upon cancellation all benefits have been forfeited and all future payments have been voided. 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.I do not consider this case resolved . The International Cruise & Excursion Gallery, Inc. has not honored the refund promised of $99.00 plus the one time payment of $86.78. I have attached three monthly statements from the [redacted] that was used for payments. which will show the initial payments made in August and September 2014 as well as proof that no refunds were received.  Thanks for your assistance in the matter.Best Regards,-[redacted]

Re: [redacted] Dear Sir or 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. We have further reviewed [redacted] concerns and have determined we will refund the balance of the package. The refund for $674.00 was completed as of 01/12/2015. All funds will be returned to the credit card ending in xxxx—[redacted] and may take approximately seven (7) to ten (10) business days to receive. 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 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.

According to our records, Mrs. [redacted] purchased a timeshare through Westgate at the Smoky Mountain Resort at Gatlinburg. Mrs. [redacted] states she was advised she could take her timeshare week from Westgate and do a cruise exchange with our agency.

Mrs. [redacted] states she contacted our agency to book a cruise using the exchange at which time she was advised that her week had been transferred into $800.00 in Savings Credit and that only a portion of the savings credits could be applied toward the cruise.

In efforts to resolve this matter, we have made contact with Mrs. [redacted] as of September 23, 2014 and discussed a proposed resolution. We have offered to provide Mrs. [redacted] with a comparable resort certificate to use at a Westgate property. Mrs. [redacted] indicated she is willing to consider this option as a resolution and would like to stay at the Smoky Mountain Resort at Gatlinburg or River Terrace.

We are currently researching the availability of the requested properties for her to use the resort certificate and have scheduled a follow up call with Mrs. [redacted] at her request on September 24, 2014.

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 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,[redacted]

June 20, 2016Re:  [redacted] Case  # [redacted]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 and our resolution concerning this matter.We have reviewed the additional information provided by Mr. [redacted] and upon further review, in the interest of customer satisfaction, we have issued a full refund.The payment received after May 2, 2016 has been refunded to Mr. [redacted] Discover  card ending in XXXX - - - - [redacted] on May 18, 2016.  The downpayment of $199.00 plus the one payment that has not been returned previously, have now been credited to the above credit card.Please allow seven (7) to ten (10) business for the refunds to post 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.Sincerely, Jannelle B[redacted] Resolution Specialist Office of the President

[redacted]  [redacted]

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]

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.

According to our records, Mrs. [redacted] purchased a Government Vacation Rewards Membership Upgrade on February 28, 2013. The cost was $1,499.00 with a down payment of $149.00 and twelve (12) monthly payments of $121.50 until the membership was paid in full. As of today’s date, a total of $999.50 has been paid.

At the time of purchase Mrs. [redacted] was informed that she would get a companion air fare voucher, which states that when she would purchase one air ticket, a second ticket would be gratuitous. Additionally, she was to receive $200.00 in certificates to redeem through [redacted].com.

Based on our findings, Mr. [redacted] had been sent the air voucher; however, upon receipt of the voucher it had already expired. Mrs. [redacted] does not remember whether she received the information mailed to her about how to redeem her voucher. . Finally, we do not have records to establish that we had sent the [redacted] certificate codes to the member upon her membership purchase.

As a result, we have contacted Mrs. [redacted] and resolved this matter. We have offered, the member $200.00 in Vacation cash, which is in addition to the 10,000 points the member was previously given to the companion airline ticket. Mrs. [redacted] will also receive $200.00 in codes to redeem through [redacted].com. The member has been provided contact information to our Customer Service Department in the event she has any additional questions or concerns.

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,

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 company in reference has not and does not provide the service that they solicited. 

Regards,

Re: [redacted] Case # [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.

Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 18, 2015. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $117.56 per month.

Based upon Mr. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective December 22, 2015 and issued a full refund. The refund was issued to the visa credit card we have on file ending in XXXX --- 9624. Please note the refund can take approximately seven (7) to ten (10) business days to post to his account depending on the financial institution Mr. [redacted] banks with. We certainly apologize for the delay and any inconvenience the delay caused Mr. [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.

Sincerely,

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 Westgate Cruise and Travel membership upgrade on March 20, 2015. The cost was $2,499.00 with a down payment of $249.00, followed by eighteen (18) payments of $140.00 per month. Records reflect that on May 27, 2015, Ms. [redacted] contacted our agency to book specific vacations for two separate weeks. When booking reservations, all inventory is subject to availability with our individual suppliers. Unfortunately, the particular resorts were not available during the time period specified by Ms. [redacted]. Due to Ms. [redacted]’s schedule, she had little flexibility over the time frame. Ms. [redacted] determined that the resort availability and the times she was available for travel would not work for her and she requested that she be removed from the program. Although her request for a refund was outside the rescission period, in the interest of customer satisfaction, we have issued a full refund. The refund was issued effective June 3, 2015 to the credit cards on file. The initial down payment of $249.00 and one payment of $140.00 were issued to the credit card ending in XXXX ----9083. The additional payment of $140.00 was issued to the credit card ending in XXXX----4274. Please note the refunds can take approximately seven (7) to ten (10) business days to post 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 allowing us to explain the additional facts involved. Sincerely[redacted] Resolution Specialist Office of the President

Re: [redacted] # 10235761

Dear Ms. [redacted]:

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] purchased a Government Vacation Rewards Select Access membership upgrade on July 29, 2014. The cost was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00 per month.

Our records indicate that on August 4, 2014, Mr. [redacted] called in and spoke to one of our agents and initially indicated that he wanted to cancel his membership. He was referred to his account manager, who spoke to him on August 5, 2014. During that conversation, his account manager re-explained the program to Mr. [redacted] and offered him an additional 20,000 points as incentive to keep the membership. Mr. [redacted] agreed at that time as he was interested in booking a resort in [redacted].

Mr. [redacted] 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 full. Due to the fact that Mr. [redacted] 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 account. His membership was cancelled on October 1, 2014.

I spoke to Mr. [redacted] today as a follow-up. He 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,

[redacted]Resolution Specialist

Office of the President

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] purchased a Government Vacation Rewards Select Access Upgrade on February 18, 2014. The cost was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00 until the membership was paid in full. As of today’s date, a total of $776.00 has been paid.  

 

We have reviewed the records and it appears that Mr. [redacted] has made several bookings through our agency for travel. There are also notations in the file that Vacation Cash was given to him on at least two occasions to accommodate his issues.. Based on our findings, we are unable to cancel the membership and issue a refund as the membership has been used and the issues have been resolved.   

 

In conclusion, we are unable to cancel the membership and issue a refund because the membership has been used. Furthermore, the membership  was subject to terms and conditions which provided a ten (10) day cancellation period in order to receive a full refund. Mr. [redacted] chose not to exercise that option within the specified timeframe.  

 

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

June 21,  2016Re:  [redacted]  # [redacted] Our Account [redacted]Dear Sir or Madam:Our records indicate that Ms. [redacted] purchased an Explore Cruise & Travel vacation package on February 3, 2015.  The cost of the...

package was $3,195.00 with $195.00 down payment followed by eighteen (18) payments of $175.67 per month. As standard policy, we conduct a sales validation at time of sale that outlines the details of the vacation package.  During this validation, which was completed on February 3, 2015 at 10:25 AM, Ms. [redacted] was informed that at the time of booking her cruise she would be responsible for any upgrade fees, booking fees, and any cruise line pass through fees, such as port fees and taxes.  Ms. [redacted] was also informed that she could book her cruise at any time, however, the balance of the package must be paid in full ninety (90) days prior to sailing. Ms. [redacted] booked her 15 day Carnival cruise to Hawaii on February 3, 2015 departing from Los Angeles on January 16, 2016.  This cruise was later changed to depart on October 15, 2016 to allow Ms. Travers additional time to pay off her package.  The additional fees charged at that time were for the aforementioned cruise line pass through fees and the booking fee for a total of $759.33.  Ms. [redacted] was required to pay a deposit of $456.17, which left a balance of $303.16 for her cruise, which was due June 2, 2016.Our records reflect that after the original down payment on the package of $195.00, plus fourteen (14) payments of $175.67, there was a balance on the package of $603.62, which was processed on June 2, 2016 paying the package in full.  Our records currently reflect that the package as well as the cruise fees are paid in full.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