International Cruise & Excursion Gallery, Inc.

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

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] 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] 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

[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**

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

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

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]’’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

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

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

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].

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

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

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

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

I have been involved with this company for almost 9 months. They have so much wrong with them. First off when they tell you that all you have to pay is $100 a month and you will get the dream vacation that you always wanted with your family don't let them fool you! I've been researching online and making phone call with a customer service agents but they are not able to help me book this dream vacation. This dream vacation does not exist. LAYAWAY...haha. That's funny there is no layaway. They take your money and you pay more and more. I have a family of five so to get this dream vacation on your vacation waiver its going to cost you another $1,000 to 2,000 not including flights or how you're suppose to get to your DREAM VACATION. I'm canceling today and I highly doubt that I will see my hard earned money back. Now that would be a dream!
Everyone sounds so nice but when it actually comes down to booking something they have an excuse. Oh you should get passports so you can travel cheaper they tell me...oh maybe you can leave a child at home. Now why would I do that???? This is ridiculous. How are they associated with [redacted]???? [redacted] should be ashamed!

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, [redacted] has not purchased any products or services under her [redacted] with our agency. We spoke directly with [redacted] and she confirmed that she has spoken to the proper party regarding the matter and the corporate office of [redacted] is assisting her to get the refund she requested. [redacted] indicated there was no additional action that needed to be taken by our agency at this time. 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]

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]