International Cruise & Excursion Gallery, Inc.

March 31, 2014 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. According to our records, [redacted] purchased a [redacted] Rewards Upgrade on April 5, 2013. We have thoroughly researched [redacted] claim that he was to receive a bonus cruise certificate at the time of purchase. While our records do not reflect any documented notation of the offer, we have contacted the member and informed him that we will honor his statement and have provided him with the appropriate codes to book the bonus vacation. [redacted] has agreed that we will not cancel his membership as requested and that all previously scheduled payments will commence on the membership as agreed upon. 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

July 1,  2016Re:  [redacted]  # [redacted] Our Account [redacted]Dear Sir or Madam:The processing fee Ms. [redacted] mentions, was addressed in the original response sent on June 21, 2016. The recorded sales validation indicated as follows:  “Port charges, fuel surcharges, if applicable, processing fee, and government fees are charged at the time of your cruise booking.”During the call on June 2, 2016, also recorded, between Ms. [redacted] and Mr. Rausch, Ms. [redacted] called and indicated she wanted to pay off her cruise. The balance of the cruise fees was $303.16.  Mr. Rausch also mentioned that there was a balance on her package of $603.62 that needed to be paid off 90 days before she sailed.  Ms. [redacted] said she was confused as her receipt, that she had, indicated the balance was only $303.16.  Mr. Rausch explained to Ms. [redacted] about the package she purchased on February 3, 2015 which included the cruise certificate she used for the booked cruise.  He indicated that the amount of $303.16 was the balance of her pass through fees to the cruise line and the $603.62 was the balance of her package.  In my previous response, I indicated that Ms. [redacted] changed the dates of her cruise to allow her additional time to pay off the balance of the package.  At the time she spoke to Mr. Rausch, the current balance of the package was $603.62.Our records indicate that Ms. [redacted] was charged the monthly processing fee of $9.00 on only seven (7) payments.  Ms. [redacted] can view her payment history on the web site at www.mypaymentmanager.com to see that the charge for processing fees was only $63.00 as opposed to the $126.00 for the 14 payments.  She was also not charged any processing fee for the last payment of $603.62 paid on June 2, 2016.Sincerely, Jannelle B[redacted] Resolution Specialist Office of the President

April 6, 2016

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

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] attempted to purchase air flight reservations via our on line platform. Our web site is live linked to the airlines, who frequently change their pricing. Our system will automatically update the prices, however, a member will get a “failed” booking or an “error” if trying to book during the updating period. It appears that is what happened with Mr. [redacted].

Prior to booking any airline tickets, we complete a pre-authorization, or a hold, on the funds necessary for the air reservation. If the member receives an error or a failed booking the funds are not charged and the hold is released, which again is the case for Mr. [redacted]. In some rare instances it may take 24 hours for the release of the funds. Our records indicate that there is no hold on any funds from 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,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Re: [redacted] #[redacted] Dear Ms.[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 May 30, 2013, Ms. [redacted] purchased an upgrade to her [redacted] membership. The cost of this upgrade was $2,499.00 with a down payment of $399.00 followed by eighteen (18) monthly payments of $125.67. This membership included three (3) Premium certificates, plus a bonus week in Mexico, 2500 savings credits and the ability to renew annually at the cost of $29.00, per year, for 33 additional years. Our records further inditate that Ms. [redacted] has used three (3) of the four (4) certificates. The fourth certificate expires on May 30, 2015 and will need to be booked by that expiration date. Due to the fact that Ms. [redacted] has used 3 of the certificates, and that she is outside the rescission period, a refund of the membership is not available. The initial 2500 savings credits, that were applied to the account on the date of purchase, do not expire, however, any additional savings credits that are earned through the booking process, expire one year after date of issuance. Ou records do agree with Ms. [redacted] in that she did make 45 hotel reservations; however, she ultimately cancelled 37 of those reservations. After reviewing our records, adding savings credits for the booked reservations, and deleting savings credits for the cancelled reservations as well as the expired savings credits, the current balance of 2909 savings credits, reflected in her account, is correct. However, in the interest of customer satisfaction and to resolve this issue, we have added to Ms. [redacted] account the 331 savings credits that Ms. [redacted] feels she is missing. We have also credited to the account, an additional 661 savings credits, which respresents the expired savings credits, for a total of 942 additional savings credits. These additional 942 savings credits will expire one year from today. 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

February 18, 2016

Re: [redacted] Case # [redacted]

Dear Sir / Madam:

We would like to thank you for bringing Ms. K[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.

Aldo, our agent who has been working with Ms. [redacted] via email regarding her re-booking of her resort, has indicated that Ms. [redacted] is not ready to make any decision in regards to her booking request. Ms. [redacted] has Aldo’s direct email address and will email him when she is ready to move forward with her booking.

Ms. [redacted] has received a receipt and confirmation for the June 5, 2016 reservation at the Silverleaf Oak ‘n Spruce Resort. Our company booked this stay through RCI, as it is an RCI property, and RCI will send the necessary paperwork to the resort, typically ten (10) to fourteen (14) days prior to check in. We have no control over this aspect of the booking process.

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

the account is under [redacted]. My fiancé is also under the account so it should also say [redacted] When I look at the account it has us as [redacted] and [redacted] and [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.]

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,

Seong L**

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]

Dear Sir or Madam:

We would like to thank you for bringing [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, [redacted] purchased an RCI Vacations Package ([redacted]) on April 29, 2014. The cost of the package was $1,799.00 with a down payment of $199.00 and twelve (12) monthly payments of $142.33.

A review of the file shows on the same day a subsequent membership was created in error and the member was charged a second time for the same $199.00 deposit and monthly payments for

$142.33 were also taken from this account on 5/21 and 6/21 ([redacted]).

On May 27, 2014 the erroneous account ([redacted]) was cancelled; however, only the deposit of $199.00 was refunded on the account. The member is due a refund on the account for the two monthly payments on $142.33 totaling $284.66.

Based upon [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the initial membership ([redacted]) effective July 7, 2014 and a refund will be issued for $483.66. The refund(s) will be issued back to the credit card we have on file ending in xxxx—[redacted].

Please note the total refund that will be issued is $768.32; the refunds are for both accounts. These refunds will be processed in separate transactions and 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,

 

[redacted] Resolution Specialist Office of the President

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

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.

As previously mentioned in our original response dated November 9, 2015, the account was not in Michelle [redacted]’s name, phone number or email address included in the complaint our office received. After speaking to Ms. [redacted], she indicated that the account was in her husband’s name, his phone number and his email address. We located the account and have completed our research.

Our records reflect that Mr. and Mrs. Harvey [redacted] participated in our vacation presentation. Prior to their presentation, Mr. and Mrs. [redacted] were told that they would receive the following for participating regardless as to whether they purchased one of the vacation packages: (1) a 7 night stay in Mexico or selected US cities, (2) $250.00 savings card, (3) $50.00 Sears gift card, and a (4) $50.00 gift card to restaurants.com.

After speaking to Mrs. [redacted] yesterday, she did inform me that she did receive all four (4) items in her packet as they left our offices. Mrs. [redacted]’s concern was that the face of the resort certificate indicated a Mexico vacation. The back of the certificate does say the certificate includes select US cities. Mrs. [redacted] can book her resort vacation by contacting our office no later than April 30, 2016. Her travel must be completed by October 30, 2016.

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: David [redacted] Case #[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] enrolled in a two (2) year trial membership to [redacted] and Travel on April 22, 2014. This trial membership included 1,000 savings credits to use towards booking his vacations. Records further indicate that Mr. [redacted] purchased an upgrade to that membership on June 26, 2014. The cost of that upgrade was $3,499.00 with a down payment of $399.00, followed by eighteen (18) monthly payments of $181.22. The membership upgrade included the following: (1) 7-Day Cruise AND (1) 7-Day Resort Vacation OR 1 3/4 Day Cruise and (1) 7-Day Resort Vacations ?Redeem your Travel Savings Credits on purchases ?Price Match Guarantee on all cruise, hotel, resort, and experiential vacation purchases ?Deposit Your Resort Week(s) for more Travel Saving Credits ?Purchase Great Getaway Weeks starting from just $49! ?Reduced Annual Renewal Based on the information provided in Mr. [redacted]’s complaint, he indicated that he was called by our company and told that his “maintenance” dues would increase and that we offered him a package that would cover and pay these dues. Our research indicated that when Mr. [redacted] spoke to our agent, [redacted], regarding the upgrade of his [redacted] and Travel Membership, they never discussed any “maintenance” fees, or the possible increase of “maintenance” fees. Mr. [redacted] purchased a time share from [redacted]. Maintenance fees for his time share are levied by, and payable to, [redacted] in Ocoee, Florida. The fees discussed by Mr. [redacted] and [redacted], were the annual renewal fees for the [redacted] and Travel Membership upgrade. Those fees are subject to an increase if an individual upgrades his membership, as Mr. [redacted] did on June 26, 2014. As a result of his upgrade, Mr. [redacted] was able to qualify for reduced annual renewal fees of just $29.00 for 33 years. Hopefully, this will clarify the fact that the “maintenance” fees are for Mr. [redacted]’s time share and are not payable to our company, but to [redacted] in Florida. Our records further reflect that the paperwork regarding the [redacted] and Travel Membership upgrade, purchased on June 26, 2014, were mailed to Mr. [redacted] on July 2, 2014, at the address we currently have on file, which is [redacted] Garrochales, Puerto Rico, 00652. I have requested that our distribution center resend the documents to Mr. [redacted]. Mr. [redacted] can check his account on line at [redacted] where he can view his Travel Credit balance, redeem certificates mentioned above, review membership benefits, and review terms and conditions. Mr. [redacted] should feel free to contact us at any time by calling ###-###-#### if he needs assistance with his account or wants guidance on planning a cruise, resort or experiential vacation. When accessing the web site, Mr. [redacted]’s user ID is [redacted] and his password is [redacted]. At this time, Mr. [redacted] has surpassed the rescission period to receive a refund. 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]’’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

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 would like to confirm that this resolution will also include the refund for February (in addition to the stated refunds for December and January), as your letter explicitly states that I was promised no further charges after our discussion on Nov 12.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Re: [redacted] 10802387

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.

According to our records, Mr. [redacted] purchased a Government Vacation Rewards Select Access Membership on August 19, 2015. The cost of the membership was $2,999.00, with a down payment of $299.00 and eighteen (18) monthly payments of $165.00.

It is Mr. [redacted] claim that he was promised if he purchased the membership he would save money on select vacations, such as hotels, car rentals, and plane tickets. Nevertheless, he explained this was not the case and the membership costs were more than cost of purchasing a plane ticket and hotel directly from the competitor's site. Mr. [redacted] asserts that he trusted he should be able to purchase travel at a lower monetary value. As a result, he has requested a refund of the $299.00 deposit he paid.

Based on the statements made by Mr. [redacted] that he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled his membership effective September 9, 2015. A refund has been issued to the credit card on file ending in xxxx—[redacted] for $299.00. It may take approximately seven (7) to ten (10) business days for the refund to be credited to the account depending on Mr. [redacted] financial institution.

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,

Resolution Specialist

Office of the President

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] purchased a Westgate Cruise & Travel Collection membership. The cost of the membership was $2,499.00 with a down payment of $199.00 and eighteen (18) monthly payments of 136.78.  It is Mr. [redacted] claim that after the purchase our agency was supposed to send him a packet; however, he never received it.  He further states that he asked several times to cancel the service, but his request was not honored when he contacted our agency on at least four occasions, with latest attempt being on August 3, 2015.  Our records indicate that Mr. [redacted] purchased the membership and made the initial down payment and first monthly payment; however, we received multiple declined payment attempts on the account for subsequent months. As a result we made collection attempts on the account and reached out to the member via phone and email to advise him that the account was delinquent.   As a result of the latest inquiry and upon further review, we have determined that we will cancel the account and issue a full refund in the interest of customer satisfaction.  Effective August 8, 2015, the account was cancelled and a full refund was issued back to the credit card on file. The refund can take approximately seven (7) to ten (10) business days to receive depending on his financial institution.   We would like to thank for allowing our agency to provide additional facts and a resolution to this matter.  Best Regards, [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. According to our records, Ms. [redacted] purchased a Government Vacations Reward Select Access Membership on February 2, 2015. The cost of the membership was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78. It is Ms. [redacted] claim that she tried out the service, and made numerous attempts to book a vacation, but failed to utilize the service due to additional fees or restrictions that made it not worth the cost. Ms. [redacted] further indicated that she was able to book her travel cheaper through other means and felt she was restricted due to resort availability. Based upon Ms. [redacted] request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective July 14, 2015 and issued a full refund. The initial down payment of $99 plus six (6) payments of $86.78 have been credited back to the credit card we have on file. Please be aware that it may take approximately seven (7) to ten (10) business days for the refund to post depending upon the financial institution that 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] # [redacted] Dear Ms. [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 [redacted] Vacation package on May 7, 2014. The cost of the package was $3,999.00 with a down payment of $399.00 and thirty-six (36) monthly payments of $124.76. Our records indicate on November 1, 2014 Ms. [redacted] called our agency to get a price on the [redacted] – [redacted] for November 14th and 15th. Our agent gave a price to Ms. [redacted] of $171.00 per night to include parking and continental breakfast for her family of 2 adults and 3 children. While receiving the price quote the call disconnected before the booking could be completed. Subsequently, before Ms. [redacted] contacted our agency back to complete the booking, she contacted the [redacted] to cancel a previously booked reservation. Upon contacting our agency to complete the reservation, Ms. [redacted] was not able to get in touch with her original booking agent, and thus she spoke to another agent who provided her pricing for the requested dates at the Hyatt, however, it was learned, at that time, the pricing previously quoted, was incorrect. The pricing previously quoted, indicated that parking and continental breakfast would be included for all parties. The original price quote of $171 per night includes the continental breakfast for 2 adults but no parking. In an attempt to resolve this matter, we have reached out to Ms. [redacted] via email as both the phone numbers listed on our file, and the one listed on the complaint are currently not in working order. We anticipate resolving this matter in a satisfactory manner for both parties upon speaking to Ms. [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, [redacted] Resolution Specialist Office of the President

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 an Ultimate Departures membership upgrade on August 13, 2014. The cost was $3,499.00 with a down payment of $399.00 and eighteen (18) monthly payments of $181.22 per month. Our records indicate that we received a request to cancel the membership on September 4, 2014. Our records also indicate, that our Finance Department received an email from [redacted] on September 5, 2014 requesting to adjust her monthly payments over 24 monthly payments as opposed to the current 18 monthly payments. Our finance department made the adjustment, and [redacted] continued to make the monthly payments as scheduled for the next six (6) months. No further communication was received by our agency from [redacted]. Based on the recent complaint we have received, dated February 10, 2015, and in the interest of customer satisfaction, we have cancelled the membership effective February 10, 2015 and returned all monies collected to the original credit card used for the purchase and monthly payments. Please allow between seven (7) and ten (10) days for the refund to post, depending on the particular banking institution used by [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, [redacted] Resolution Specialist Office of the President

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. According to our records, [redacted] purchased a [redacted] Cruise and Travel Collection Membership Upgrade on April 24, 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. A review of the file shows that on April 25, 2014, [redacted] contacted our agency and advised that he wished to cancel the above referenced package due to lack of inventory. [redacted] was unsuccessful in locating a resort vacation within the first thirty (30) days of purchase. The member was within the rescission period at the time of the initial request. Based upon [redacted] statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective July 31, 2014 and a refund was issued for $442.68; this includes all applicable processing fees. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted]. Please note that the 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, [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.Thank you for your help, but until today I have not receive any response from Ultimate Departure.  I have all the documents that proof my request for the cancelation of this service/membership/subscription. I do not know from where or who's E-mail they are claiming that I request an extension. Regards,[redacted]