International Cruise & Excursion Gallery, Inc.

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

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]

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.

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]

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

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 [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 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!

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

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.

 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!!

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

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

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

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!

July 29 2016Re: [redacted] Case No. [redacted]  Our Account ID # [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.Our records indicate that Mr. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program and purchased a vacation package on November 7, 2015.  The cost of this package was $5,999.00 with a down payment of $599.00 followed by thirty-six (36) payments of $187.14 per month.The vacation package Mr. [redacted] purchased included a 7 day resort stay that needed to be booked within ninety (90) days of purchase.  Unfortunately, Mr. [redacted] called to make a reservation after the ninety (90) days and his certificate had expired.  We made an exception for him and extended his certificate which allowed him to book a 7 day stay at the Westgate Town Center in Kissimmee, Florida beginning April 23, 2016 to April 30, 2016.Our accounting and computer system is set up so that when a payment is not made on the due date, the certificates in the account are blocked for use until the payment has been made, and the account brought current.  When any account gets blocked for non- payment, the member will need to contact the customer service department to be able to get the certificate reactivated once the payment has been made.  Which was the case for Mr. [redacted] in June.  Mr. [redacted] contacted our agency on June 5, 2016 inquiring as to why his certificates were blocked.  The customer service agent, Justiniano, explained that his payment due on June 3, 2016 had not gone through and that his certificates automatically get blocked when that happens.  Mr. [redacted] said he would look into why the payment did not go through and call us back.  According to our records, Mr. [redacted] has not called back.Our system is also set up to periodically charge any payment that is in a past due status in orderto bring the account current.  Mr. [redacted] June 3rd payment went through on June 7, 2016.In reviewing Mr. [redacted] account, his July 3, 2016 payment did not go through and his accounts are currently blocked.  If Mr. [redacted] would like to make a change to the date of his payment, we are happy to assist him, as we want to make sure he has the most convenient payment date that fits his financial needs.  He can change his payment date on line at [redacted]m or he can contact our customer service department at ###-###-####.  Any of the agents will be happy to assist him with a payment change date.As previously indicated, Mr. [redacted] July 3, 2016 payment is currently past due and in order to unblock his certificates, he will need to bring his account current or make payment arrangements with our customer service department.  Should Mr. [redacted] choose not to do that, all moniespaid into his account will be forfeited. At this time Mr. [redacted] has surpassed the rescission period to receive a refund, and we are unable to honor his request for 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, Jannelle Brothers Resolution Specialist Office of the President

I have been advised by [redacted] that if an account is closed any deposit would go back to the vendor. I believe that [redacted] knows this and is playing games to avoid issuing a refund. They are shifting the blame to [redacted]. I've moved to a different state and opened an account servicing my area and needs and no longer have this account.

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]

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.

It is Ms. [redacted] claim that the amount that she has been refunded is not accurate. She asserts that the original amount was $1999, and that he additional amount she was owed is $1499. Ms. [redacted] claims that the refund that the company sent was in the amount of $1300 and some change. The amounts that Ms. [redacted] is claiming she is owed are not correct.

Upon further review, Ms. [redacted] purchased a membership for $1,999.00 on August 9, 2013, however she is past the rescission period for that membership and no refund can be issued for any payments that have been made. Additionally, when Ms. [redacted] upgraded the membership our agency waived charging her another $99.00 deposit and applied her $99.00 from her previously purchased membership from 2013 to the upgraded membership.

However, in the interest of customer satisfaction, we cancelled and refunded the upgraded membership she purchased on November 6, 2015. The cost of the membership upgrade was $1,499.00. Our records reflect that we applied the $99.00 down payment on November 6, 2015, charged one (1) monthly payment of $77.78 on December 3, 2015, and charged one (1) final payment of $1,322.22 on January 4, 2016. To date we have refunded the respective amounts as follows: one (1) payment of $1,400.00 on January 13, 2016, and as a courtesy the one (1) down payment of $99.00 on January 28, 2016, totaling $1,499.00 in refunds.

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,

Shannon P[redacted]

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