International Cruise & Excursion Gallery, Inc.

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

Re: [redacted] Dear Sir/Madam:

We would like to thank you for bringing Mrs. [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, Mrs. [redacted] purchased a Sears Vacations Select Access Membership on October 8, 2015. The cost of the membership was $1,999.00, with a down payment of $199.00, and eighteen (18) monthly payments of 112.00. As of October 28, 2015, the membership was paid in full.

In reviewing the sales call it became apparent there were some aspects of the program that were not explained correctly at the time of purchase, which has caused some concern and confusion. Additionally, Mrs. [redacted] booked two cruise reservations with Carnival Cruises on the Fascination for February 22, 2016, that included benefits, such as savings credits that were applied to at least one of the reservations. As a result, we are unable to issue a full refund. However, we would like to come to a satisfactory resolution on this matter.

In the interest of customer satisfaction, we are requesting Mrs. [redacted] contact the following individual to further discuss a resolution. Mrs. [redacted] may contact Shannon P[redacted] at [redacted] Monday through Friday between the hours of 8:30 am to 5:00 pm PST Time (AZ).

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.

Sincerely,

Shannon P[redacted]

Resolution Specialist

Office of the President

International Cruise & Excursion Gallery, Inc.

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 Mr. [redacted] purchased a Government Vacation Rewards membership upgrade on February 18, 2013.  The cost of the upgrade was $1,499.00 with a down payment of $149.00 followed by twelve (12) payments of $121.50 per month.  This upgrade was for two (2) years with an option to renew for ten (10) years at the annual renewal rate of $19.00.  Mr. [redacted]’s upgrade did expire on February 18, 2015. Our records indicate that on April 2, 2015, Ms. [redacted] contacted our company in order to make a reservation to stay at the [redacted] for six (6) days commencing May 9, 2015.  As previously mentioned, the upgrade, along with the accumulated points, had expired on February 18, 2015.  In the interest of customer satisfaction, Ms. [redacted] received a courtesy extension, which allowed Ms. [redacted] to complete the reservation process.  The cost of this reservation was 70,000 points plus $7.80. Our records reflect that on May 9, 2015, Ms. [redacted] contacted our company indicating that they found the [redacted] to be unacceptable.  Ms. [redacted] indicated they would book a hotel themselves for the current night, and contact us the next day to see about relocating.  Unfortunately, we were unable to find a suitable replacement, because of their particular requirements and the short notice.  We agreed to refund the 70,000 points along with the additional fee of $7.80 paid for the reservation.  The $7.80 was refunded to Ms. [redacted] on May 9, 2015, and credited to the Visa card ending in 3028.  The 70,000 points have been returned to the account along with an additional 10,000 points for their inconvenience. Based on the information provided in Ms. [redacted]’s complaint, she indicated that she made several attempts, but that Mr. [redacted] did not return her calls.  Our records indicate that on numerous occasions, Mr. [redacted] did, in-fact, call Ms. [redacted], at the number currently listed on her complaint.  Unfortunately he was unable to reach her, and had to leave messages for her return call. At this time, Ms. [redacted] has surpassed the ten (10) day rescission period to receive a refund.  Ms. [redacted] can reactivate her upgrade membership, which has expired February 18, 2015, by paying the annual renewal fee of $19.00. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely,  [redacted] Resolution Specialist Office of the President

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,

Re: [redacted] Dear Ms. [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. Our records indicate that [redacted] received 2 certificates as a promotion. One was for a cruise excursion and the other was for a land excursion. The certificates had a value of $100 each, which would be used to reduce the cost of the excursions. In [redacted]’s complaint, he expressed his difficulty in getting a hold of us via direct mail. He indicated that he had received his correspondence back stamped “return to sender”. I spoke to [redacted] today, and apologized for his difficulty. I advised him that he did not have our correct address. His first correspondence was sent to [redacted]. We have moved from that address 5 years ago. The post office would not forward mail to an address that old. His second address of [redacted] was simply a matter of transposing the address. I made sure he has our current correct address, which is [redacted], for any future correspondence. I explained to [redacted] that the promotion he received only ran for a short period of time and, consequently, we have a specialist who handles all the bookings. I assured him that I would have her contact him and asked for his best contact number. He thanked me for the follow up and felt this would resolve his concerns regarding the certificates. 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 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

I purchased a package from Sears Vacations which included 4 weeks of resorts stay and 2 cruises in addition to their complimentary 1 week resort stay offered for attending their presentation. I thought I was getting a bargain, but it turned out that I really was not. The important detail that the salesman misrepresented was that I could use all the resorts and cruises together, but instead it turned out that I could either use 2 resorts or 1 cruise, and since I used a cruise certificate, I automatically lost 2 weeks of resort stays. So their offer should be interpreted as 4 weeks of resort stay OR 2 cruises and NOT AND 2 cruises. I swear they told me it was both, but I found out the hard way that it wasn't.

On top of that, if you are looking to use your certificates to get a free week of resort stay or a cruise, you are likely not going to get it absolutely free. Instead, you are most likely going to get it at a discounted rate which is better than paying the full price, but it is not free. So, in essence you should look at the certificates as discounted offers or coupons for which you have to pay a hefty price ahead of time.

They claimed in their presentation that they had the best prices on the hotels and resorts. This may be true for some hotels, but definitely not for most. You will end up paying more with Sears Vacations or end up settling for something less desirable just to be able to use what they offer.

I must be fair to say that heir customer service is pretty good. The representatives are very polite and aim to please. I think they are nice and hard working people working for a bad company. Their customer service is the only reason I am giving them 1 star and not 0.

Overall, I would not recommend to use Sears Vacations and would suggest to stay away from them.

July 22, 2014

Lyndsey Mullens

Revdex.com

4428 North 12th Street Phoenix, Arizona 85014 [email protected]

Re: [redacted]

Dear Ms. Mullens:

We would like to thank you...

for bringing Mrs. [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, Mrs. [redacted] purchased a Registry Vacations Package on April 23, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00. History shows Mrs. [redacted] paid only $50.00 of the required down payment on April 23, 2014.

Based on our research, it is standard policy for a sales validation to be completed by the member at the time of purchase. During the validation the member is 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. It appears Mrs. [redacted] was not afforded the opportunity to have this information reviewed prior to the completion of her purchase.

Based upon Mrs. [redacted]’s statements that she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective July 4, 2014 and a refund was issued for $1,400.00; $50 down payment, three (3) monthly payments of $75.00, and

$1,125.00. The refund was issued back to the credit card we have on file ending in xxxx—[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, [redacted] Resolution Specialist Office of the President

All refunds have been processed.  The refunds may be delivered in separate transactions as they were provided, depending on the financial institution. Please allow the 7-10 business days to post to the account. If all refunds have not posted with-in that time frame, please notify us and we will follow up with the banking institutions.Thank you,[redacted]Legal Affairs Manager

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. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Records reflect there have been four (4) monthly payments of $114.56 plus the original down payment of $99.00 credited to this account. Based upon [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective March 5, 2015 and issued a full refund. The refund was issued to the star card we have on file ending in XXXX --- 3376. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account 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. Sincerely, [redacted] Resolution Specialist Office of the President

April 20, 2016

Re: [redacted] Dear Sir / Madam:

According to our records, Mrs. [redacted] purchased a Sears Registry Vacations Package on January 4, 2014. The cost of the package was $499.00 with a down payment of $49.00, followed by ten (10) monthly payments of...

$45.00.

Mrs. [redacted]’s stated that she purchased a vacation package and was advised she could travel anywhere using the package. Mrs. [redacted] goes on to say that she has had some difficulty making reservations for her chosen destinations. Mrs. [redacted] further stated when contacting our agency she was on hold for extended periods of time and on one occasion the call was unexpectedly disconnected. As a result, she has asked for a full refund of $499.00.

In efforts to resolve this matter we contacted Mrs. [redacted] and researched some resort options in Savannah, Georgia and New Orleans. Marcos in our Travel Department attempted to locate available properties, but was unable to locate anything in Savannah, Marcos did find a couple of locations in New Orleans. Mrs. [redacted] read the review(s) for the property; Chateau Orleans, but was not satisfied with the accommodations that were offered due to negative reviews. As a result she has opted to cancel and receive a full refund.

In the interest of customer satisfaction we have cancelled the package effective April 20, 2016. A full refund has been issued for $499.00 to the credit card we had on file ending in 1009. I have advised Mrs. [redacted] that since she has closed the account and the credit card used to charge her payment, she will need to contact her financial institution to see about them issuing her a refund by check once all of the payments process on their end.

We apologize in advance for any inconvenience this matter may have caused Mrs. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Shannon P[redacted] Resolutions Specialist

Office of the President

April 26, 2016

Re: [redacted] 11410164

Dear Sir / Madam:It is Mrs. [redacted]’s claim that as a long time GVR member she is entitled to renew at an annual rate of $19.00, but when she contacted our agency her account was renewed at a much higher rate than advertised on our...

website. Mrs. [redacted] contacted our agency to inform us that we had made an error and was told the issue would be corrected, but the account would be suspended for a couple of weeks. Consequently, Mrs. [redacted] was charged for a membership extension rather than the renewal. As a result, she has requested her account be reinstated and all of her previous privileges and reward points be added to her account.

Our research showed that Mrs. [redacted] was inadvertently charged for a new a GVR Select Access Membership extension rather than being charged her annual $19.00 renewal rate. Mrs. [redacted] filed a dispute with her bank for $130.00 and $87.00. Subsequently, our agency lost the disputes on 4/12 and 4/25. To date all funds have been returned by her bank with the exception of $19.00 for the renewal fee. According to the records, Mrs. [redacted] paid a $149.00 down payment and $87.00 monthly fee totaling $236.00, but she only filed a dispute for $130.00 and $87.00, which totals $217.00, the credited amount was less the $19.00 for her annual renewal. I have adjusted the account to reflect the one (1) year renewal. The new expiration date is 2/11/2017. Mrs. [redacted] will not receive the 75,000 points bonus as she only renewed her account and the 75,000 bonus points are only given when a full account extension is completed.

We apologize in advance for any inconvenience this matter may have caused Mrs. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Shannon P[redacted]

April 11, 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.

We have reached out to [redacted] and spoke to Jeross in the Fraud/Authorization department and he has verified that the funds are currently in Mr. [redacted]’s account. We have also reached out to Mr. [redacted] to follow up with him, but have not made a connection. As previously mentioned, when Mr. [redacted] received the “error or failed” booking, we automatically released the funds as the reservation was never ticketed.

Apparently, according to Jeross, [redacted] had the pre-authorization, or the pending request, and were waiting for a request for funds from us. However, as mentioned above, due to the “error” there was no ticket made and no request for funds. Jeross has indicated that if Mr. [redacted] has any questions, he can certainly call Jeross to verify the funds are available in Mr. [redacted]’s account.

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 original amount was $1999. The additional amount was $1499. The company never gave me that, as promised. And the refund  that the company sent was in the amount of $1300 and some change. The figures in this claim are not the correct amount.

April 14, 2014

Re: [redacted]

Dear Sir or Madam:

We would like to thank you for bringing Mrs. [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, Mrs. [redacted] purchased a vacation package, which consisted of a hotel stay at the [redacted]l in Las Vegas, Nevada and airline reservations with [redacted] Airlines traveling February 12, 2014.

Based on the information provided in the complaint Mrs. [redacted] indicated that she needed an itemized confirmation showing the breakdown of her air and hotel reservations in order to be reimbursed by her employer. We have attached the requested breakdown in our response in this matter. We apologize for any delay in in Mrs. [redacted] receiving reimbursement in timely manner.

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

January 13, 2016Revdex.com4428 North 12th StreetPhoenix, Arizona  85014 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 Rewards Select Access membership on December 10, 2013.  The cost of the membership was $1,999.00 with a down payment of $99.00, followed by eighteen (18) monthly payments of $114.56.  It is the claim of Ms. [redacted] that she was making the monthly payments for her membership when she ran into financial difficulties due to a death in the family.  She states she had 3 to 4 payments left to pay the membership in full, so she contacted our agency to see if she could make a partial payment and then pay the final balance the following 2 weeks.  Ms. [redacted] asserts that she was advised she needed to pay the balance in full in order to receive the 100,000 points for upgrading the membership, since she had fallen behind on her payments.  Subsequently, she called back approximately 2 weeks later to make the payment, but was advised that her account had been closed.  Ms. [redacted] was offered the option of purchasing a different membership for an additional $1,500.00 and 50,000 points, but this is was not an agreeable option for her.  As a result she wants a full refund or the original agreement to be honored, as she has not used the membership. Upon review, it appears Ms. [redacted] account was placed in a write-off status due to delinquent or declined payments.  We understand there were some unfortunate financial circumstances that arose, which caused the delinquency in making the payments on time.  In the interest of customer satisfaction we are offering Ms. [redacted] an opportunity to pay the balance of $422.16 to pay the account off.  Once the account is paid in full, we can manually have the 100,000 points added back on the account.  We are requesting Ms. [redacted] contact the Finance Department at [redacted] ext. [redacted]to make the final payment on the account.  After making the payment she will need to be transferred to Shannon P[redacted] (ext. [redacted] who will assist in getting the points added to the account.  We would like to resolve this matter in a timely manner; therefore, the final payment needs to be made no later than 2/13/16. 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]Resolution SpecialistOffice of the President  Alicia R[redacted]Legal Office AssistantInternational Cruise & Excursions Gallery, Inc.[redacted]Office: [redacted]Alicia.r[redacted]@ourvacationcenter.com

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.

 

We have reviewed [redacted]’s response and based on the information obtained from our previous research our agency's position remains the same.

 

If [redacted] needs assistance planning a future vacation our Travel Consultants are available to assist with her vacation needs. 

 

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

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  I appreciate the assistance and the expedient resolution of this complaint. 
Please be advised:
There is a problem with the credit card that was used to pay for the down payment with [redacted] and Travel.  This credit card has been cancelled.  I do not believe the refund can be processed through this closed account, although I have not contacted my account provider at this time.  If it cannot be processed,  I would like a check in my name mailed to my residence for the $99.00 refunded down payment if possible.  If not, I would need to be contacted for my current credit card information.  

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Re:  [redacted]   [redacted]  [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. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on December 9, 2014.  The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Our records indicate that on December 15, 2014, [redacted] did speak to one of our supervisors who explained the cancellation process and indicated that she could certainly cancel her membership, however, felt it was important for her to understand the benefits available to her prior to cancelling. Consequently, [redacted] had several additional conversations with her account manager, as [redacted]’s original request was to book a hotel in [redacted] in December over the Christmas Holiday. Unable to meet [redacted]’s needs over the Holidays, and due to the fact that [redacted] did not want to remain in the program, we have cancelled her membership effective January 20, 2015.  We have refunded the initial down payment of $99.00 plus the January 16th payment of $86.78 to the original credit card ending in XXXX – [redacted].  Please be advised that it could take from seven (7) to ten (10) business days for the refund depending upon the particular 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.  Sincerely, [redacted] Resolution Specialist Office of the President