International Cruise & Excursion Gallery, Inc.

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

July 29 2016 Re: [redacted]  [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.Our records indicate that Ms. [redacted] purchased a SFX membership upgrade on May 12, 2016.  The cost of this membership upgrade was $1,999.00 with a down payment of $199.00 followed by eighteen (18) payments of $112.00 per month.Our records indicate that Mr. [redacted] did speak to his agent, Terrel requesting to cancel his membership.   Terrel informed Mr. [redacted] that the Customer Service department, who handles the cancellations was closed until 9:00 AM but that Terrel would have a CS representative call Mr. [redacted].  The customer service agent, Francisco, did reach out to Mr. [redacted].  Francisco had to leave a message for Mr. [redacted] leaving his contact information.Our records further indicate that Mr. [redacted] called back on July 1, 2016 regarding his cancel request and spoke to one of our customer service agents.  Consequently his account was sent to cancellations and was cancelled with a full refund on July 5, 2016.  The refund consisted of the original down payment of $199.00 plus the two (2) payments of $112.00 paid into the account. The refund was credited back to Mr. [redacted]’s credit card used for the purchase ending in XXXX - - - - [redacted]  No further payments will be charged to Mr. [redacted]’s card.  We certainly apologize for any inconvenience this delay has caused. 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]

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 a Sears Vacations Direct Access package on August 14, 2013. The cost of the package was $2,999.00 with a down payment of $299.00 and thirty-six (36) monthly payments of $87.10 until the package was paid in full.

At the time of purchase Mr. [redacted] was entitled to receive a 7-day resort certificate to Mexico. Typically the expiration date on a certificate is twelve (12) months from the date of purchase. As a courtesy due to the customers’ vacation needs he was granted and additional three (3) years to redeem the certificate. However, when the customers’ information was entered into our system the expiration date automatically defaulted to the one year term.

We have since corrected the error and extended the expiration date of the resort certificate to December 4, 2017. The corrected date will also be reflected when conducting vacation searches through the Sears Vacations website at [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,

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.

Regards,

[redacted]Good Evening,

I was never informed of any cruise port charges or any other extra fee's. If someone would have informed me of this and explained the additional cost I would have NEVER accepted this offer. They contacted my home numerous times with this idea before I spoke to Mr. [redacted], it's not like I reached out and called them. They should have been truthful and honest and explained to me in full details of exactly how much I was really paying for the package which would be over $5,000. I feel like this company is full of scam artist. I got an apology from one of the employees after I told him no one ever explained to me ANY extra fee's for anything and that's when I asked to speak to someone to get back my money. I would just like my money back. I am unsatisfied with this company and how they handle business. When I called back the first time to speak to Mr. [redacted] he mysteriously no longer worked there. I can fax you over the document they mailed to me regarding my package deal. It does not state additional fee's for anything. They just cant rip people off like this is unacceptable. What can I do moving forward. Please assist. 

Ms. [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.

Why would I stay at a hotel after that experience , your company states you guys handle unsat service and hide behind naming your company different names yes I used my star card out of convenience but I'm starting to see I need to file a complaint with [redacted] to ban you guys from future business practices . If you can't stand by your company don't screw military people in the process

Regards,

[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, Mr. and Mrs. [redacted] purchased a Westgate Cruise and Travel Membership on June 3, 2013. The cost of the membership was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00; records reflect the $9.00 processing fee per payment was waived on July 4, 2013.  In connection with their purchase, Mr. and Mrs. [redacted] completed a sales validation call as a condtion of the  purchase and were advised of the following: Resort availability is determined by location and season, with upgrade options if needed. Based on the size of your resort accommodations, friends and family may stay with you at no additional cost. Mr. and Mrs. [redacted] based their cancellation request on a June 30, 2014  lack of resort availability and insufficient discounts. This request follows the successful booking of other vacations  through Westgate Cruise and Travel  which included sufficient discounts under the same program benefit terms.  Finally, Mr. and Mrs. [redacted] were entitled to cancel their membership within the ten (10) day rescission period that was included as one of the terms and conditions of the intial purchase of their membership which occurred on June 3, 2013. We have no record of a written or verbal cancellation request within that ten day period or prior to June 30, 2014.  Based on these findings, we have declined the [redacted]’request to reimburse half of the $2,099.00 since they received value for their membership and did not attempt to cancel during the rescission time period.   Therefore, the account is currently in a write off status for $900.00 as there has been no monthly payment made on the account as of June 7, 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

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

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

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 an ICE Rewards Membership on May 10, 2014. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.

On May 20, 2014, Mrs. [redacted] contacted our agency and requested to cancel the above referenced membership due to discrepancies with pricing she received for a cruise. Due to an administrative delay in processing her recession, the account was not cancelled before the next monthly payment of $114.56 was deducted from her account.

Based upon Mrs. [redacted]’s request to terminate within the allowed ten (10) day recession period, we have cancelled the membership effective June 9, 2014 and a refund was issued for $99.00 and a subsequent payment of $114.56 was refunded on June 13, 2014. The refund was 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 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,

Resolution Specialist

Office of the President

I have spoken to the business directly and am accepting the resolution they proposed.  Thank you for your assistance.  

Regards,

Re: [redacted] Dear  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. According to our records, Mr. [redacted] purchased an Onboard Media Registry Vacations Package on April 2, 2015. The cost of the package was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of 159.00.  It is Mr. [redacted]’s claim that upon purchase, he would receive access to the website where he would have an opportunity to search for vacations in Australia and New Zealand.  Mr. [redacted] further explains he was unsuccessful in locating availability as promised and subsequently sent an email to Ms. McClurg on April 3, 2015 indicating that he wished to cancel the purchase.  Mr. [redacted] notes that he has not received a response to his cancellation request, even though he also made the same request with Mr. Poe over the phone.  As a result of his failed attempts to get the account cancelled, he submitted a dispute with his financial institution.   Based upon Mr. [redacted]’s statements he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective July 1, 2015.  A refund was issued for the $299.00 down payment and two (2) monthly payments for $159.00.  The total refund issued was $617.00 to the credit card ending in [redacted]. 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, Shannon [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.

 This company did a "bait and switch" where they advrtised one service (3-5star hotel accomodations ) at a discounted rate, however the hotel was more of a "roach motel" setting with homeless people housed there temporarily by non profit agencies.  I trusted the site without looking into the hotel rating -so I feel duped.  I would not reccommend this business to anyone.  When I informed them about my desire to cancel they continued to harass me and threaten to put my account in collections if I did not pay.  This company is a SCAM!!!

Regards,

first off this membership was done on december 2014!! And in the call with rochelle it never said that I could not ise the points for disney tickets! The point is. We ahd many many conversations over 9 month period and you guys only recorded what she had to read! What about all the other calls and conversations! What about the other 5 hours we were on the phone before I decided to sign up for this membership! I am sure you would agree if we were on the phone that long trying to justify the price for one trip to disney that I had plenty of time to aks every question possible and confirm every question I had multiple times in 5 hours to make surMy resort  and tickets would be taken care of. Which she helped me navigate your site to look for one that would be worth the amount of money I was spending! I now have a very low budget hotel that I am completely unhappy with. I had to book something and it was the only one I could find to fit my family!! I have savings credits that I can not use towards tickets. Which is what I was promised. I had to use all my points and some of my savings credit just to get this horrible hotel. I was told the cash value of this stay is 652 dollars. What a rip off. So you will have made how much money off of me!! And I got nothing I was promised!! My husband is a disabled veteran and it is not ok for you to do this to our family! This is our first vacation ever and your company has made this the worst experience ever!!

I was solicited via telephone with an exclusive offer for [redacted] members to purchase a vacation package that included two- seven day cruises, for two people, to go anywhere in the world, and seven days at a resort anywhere in the world for $4,000. The only restriction was that the travel costs to get to and from ports or airfare costs were not included, as well as taxes and port fees. The first time I called to book a vacation after picking a cruise I was shocked to learn that I was not able to book in July or "peak season" without paying an additional several thousand dollars. This was a total shock and completely confusing, as well as the realization that I was never told of any date restrictions and I was running out of time because my "certificate" was about to expire. They graciously extended the expiration date on the "certificate." At that time I then felt the need to contact [redacted] to let them know that their name is being used to solicit from customers like me, who only purchased this because it was backed by the supposed good name of [redacted]. I was contacted by a representative from Explore Cruise and Travel and they were willing to work with me regarding some of the fees, however they are government mandated and could only do so much. I was not in a place financially to afford any fees, so the certificate was extended to allow time to build finances. A few weeks ago, I chose a cruise that was "covered" by the certificate and called to book and was charged an additional $1,100 in port fees and taxes of course. I didn't receive a confirmation email until a week later, and when I looked on the major cruise company's website to see how much the cruise would have cost if I went directly through them, rather than this travel agency, I was beyond shocked to see that the exact same cruise was $2,900! So, I have now paid over $5,000 for a $2,900 cruise and have yet to book the resort because after further looking into the choices available I have found that there are also additional fees related to that (about $100-$300), as well as the fear of being dumped into a timeshare sales pitch. This has been a sobering experience that has made me lose respect for this company, as well as [redacted] allowing it's customers to be solicited by these scam artists. Today I placed another call to [redacted] to see is they can assist in some kind of reasonable resolution and am not sure what to expect at this point. I would like to see my money put to good use, since I am obviously going to be forced into taking a vacation booked through this company. However, a full refund would be an ideal resolution to the recurring inconveniences that I have dealt with, but the chances of that happening is as likely as getting a vacation package that really is truly too good to be true. Consumers beware!

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.
This is a false information , The down-payment that was made was $299.00 and not $199.00 Please review your records and get back to me , The copy of my statement is attached here .

Regards,

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 Sears Registry Vacations package on September 18, 2013. The cost of the package was $999.00 with a down payment of 99.00 and twelve (12) monthly payments of $75.00. To date the package has been paid in full. It is Ms. [redacted] claim that when she purchased the package she was advised she could convert her cruise certificate into a resort certificate. Ms. [redacted] made this request as she was not interested in cruising. She further states she has contacted our agency several times and has been advised that the certificate will be converted; however, it must be completed by the manager. Unfortunately, the conversion has not taken place and Ms. [redacted] has not been able to book the resort vacation. Based on the information reviewed in the complaint Ms. [redacted] was advised she could convert her cruise certificate to a resort certificate; however, it appears the delay has occurred because the cruise certificate in question is only for 3/4 nights. In order to convert the cruise certificate to the resort certificate the length of the cruise must be a 7-night certificate. It appears this is not a fact that was explained to Ms. [redacted]. In the best interest of customer satisfaction, we are honoring Ms. [redacted] request to use her cruise certificate for a resort stay. We have made contact with the appropriate departments and made them aware of this matter. Ms. [redacted] will need to contact the following individual who will assist with booking her resort stay: Sears Vacations – Robert Hillman ###-###-#### / Ext. [redacted] Tuesday and Thursday 9:45 am to 7:15 pm Wednesday 8:00 am to 4:30 pm Saturday 7:00 am to 5:00pm 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 20, 2016Re:  [redacted] Case  # [redacted]Dear Sir or Madam: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.We have reviewed the additional information provided by Ms. [redacted] and upon further review, in the interest of customer satisfaction, we have cancelled her membership and have issued a full refund.  The refund will consist of one (1) payment of $199.00 and eleven (11) payments of $112.00.  The refund will be creditd to Ms. [redacted]’s Star Card that was used for the purchase.  Please allow seven (7) to ten (10) business for the refunds 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 providing and explaining the additional facts involved.Sincerely, Jannelle B[redacted] Resolution Specialist Office of the President

I am sure your records will show that I have called a number of times to try to resolve this issue. I am not interested in you extending my vacation.  If you listened to my confirmation conversation you should pull the tape to listen to my conversation with Adrian P[redacted] and why I was not interested in reloading with GVR. Only at his offering premiere service did I reload.  And that NEVER happened.  It is extremely unfair that I should have to pay for a service and cannot use the benefits . Additionally 6 months is not enough time, my children are in school and we normally do not travel while school is in session. I am requesting a full refund as I have been requesting for some time now .  Look at the call record it shows that I have been diligent.  I am paying for a service not provided. Your prices are higher than I can obtain through my own searching for deals. What am I paying for. Even the little certificate you offers is only work $200.00 - $300.00 and almost always your are asking for additional monies and or points when using the certificate.  You best believe I am going to continue writing letters. I will present this issue to the media to let them know that this company should not be permitted to do business. All they do it take advantage of current service members and retired service members.!! Please discontinue my select access and refund my monies as I have requested.
 
Thank you

March 6, 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.

At the time of purchase Mrs. [redacted] completed a recorded validation of her purchase, which is our standard procedure to make certain that both parties understand the terms of the transaction. During this validation she was informed that upon redeeming her cruise certificate certain third party charges, such as port charges, fuel surcharges, processing, and government fees, are charged at the time of booking. Upon review of this information, which is contained on a recording of the call, Mrs. [redacted] acknowledges the above information by stating “okay”.

In review the validation process is conducted in efforts to ensure that the member understands the benefits included with their purchase and the terms of use. During the course of the validation the member has the opportunity to address and clarify any areas of the package that are unclear prior to entering into an agreement and authorizing our agency to charge their credit card.

Unfortunately, our position remains the same on this matter. Mrs. [redacted] was properly advised of the additional fees that would be associated with the use of her cruise certificate at the time of purchase. Additionally, the ten (10) rescission period to cancel and receive a full refund has lapsed.

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,

Re: [redacted] Case # [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 Sears Vacations Travel package. The cost of this package was $1,699.00 with a down payment of $99.00 and eighteen (18) monthly payments of $88.89 per month. Records reflect that, Ms. [redacted] called our agency on February 28, 2015 requesting to book a cruise using her 4 – Night bonus cruise certificate, which afforded her a discount on the cruise. After applying the certificate Ms. [redacted] had an out of pocket expense of $15.50 per person. Ms. [redacted] indicated she had expected to pay the cruise line pass through fees, but not the additional cruise fare. Based upon Ms. [redacted] request to no longer remain in the program, we have cancelled her package effective March 4, 2015 and issued a refund of all monies paid. The refund was issued to the credit card we have on file ending in xxxx—[redacted]. Please note the refunds can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President