International Cruise & Excursion Gallery, Inc.

My husband and I purchased a travel club membership in Oct. 2014 in the amount of $3,500.00, paying part of it off for a 1 year period. We have just finished our last payment and have yet to be able to use it for any vacation. We were told we would get a $500.00 credit toward a stay or cruise. We were not told we couldn't use it at one time, but in $100.00 increments. Therefore, having to take 4 or 5 vacations in that year to make it of any use. When we did try to book a vacation in Gatlinburg, Tn. and Myrtle Beach, SC, we were told there were no openings until, possibly, the following year, therefore our "$500.00" credit was null and void, plus we would have to renew our membership for the following year costing us again. We checked out the cruise prices, which we found to be more than other travel companies and the cruise line itself. For all this, we sat for 3 hrs. of high pressure salesmanship, by 3 different salesmen, during our Florida vacation to receive nothing for our $3,500.00. It was a total misrepresentation of their "Travel Club" and a scam at that. I would highly recommend you do not even go to their presentation, because you won't get out of there without signing on the line to receive absolutely nothing!!! I wish they would have a class action suit going against this company. Buyer beware!!!!!!

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] purchased a Registry Vacations package on July 20, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 andeighteen (18) monthly payments of $75.00

 

At the time of purchase [redacted] was entitled to receive a complimentary 3-night hotel certificate and $150.00 in Vacation Cash. While reviewing this matter it appears the member’s cruise certificates was added to the account on April 23, 2014, however, it was under the Vacation Redemption Center account ([redacted]), which is the account the member will use when redeeming the cruise certificate. Furthermore, the $150.00 in Vacation Cash was applied the same day and was notated in the members main account([redacted] ).When the member contacted our agency regarding this matter, the appropriate account was not being reviewed for the cruise certificate and vacation cash,thus causing the member to be incorrectly advised about the incentives she was to receive.

 

Based on our review, [redacted] has an activated 3/4-day cruise certificate on her account [redacted], which expires November 12, 2014. Additionally, the $150.00 in Vacation Cash was applied to the account on April 24, 2014  [redacted]). Please note that  the Vacation Cash is due to expire on April 24, 2015.

 

[redacted] is eligible to redeem the certificate and Vacation Cash prior to the applicable expiration dates. She may contact our agency directly for assistance with redeemingthe cash or certificate by contacting Customer Service 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, [redacted]

Resolution Specialist

Office of the President

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.

According to our records, Mrs. [redacted] purchased a Government Vacation Rewards Select Access Membership on June 20, 2013. The cost was $1,499.00 with a down payment of $199.00 and eighteen (18) monthly payments of $81.22.

In review on September 16, 2013, Mrs. [redacted] booked a hotel stay at the Econo Lodge and Conference Center in Columbia, South Carolina with travel dates on September 23, 2013 to September 27, 2013. The cost of this reservation was $300.00. Mrs. [redacted] indicated in her complaint that there were several issues with the accommodations as well as a discrepancy with the price that she paid for the hotel stay; however we have no record that Mrs. [redacted] contacted our agency to make us aware of these matters until October 3, 2013 at, which time she requested to cancel the membership.

Based on our findings and at Mrs. [redacted]’s request, we have cancelled the referenced membership as of March 11, 2014; however no refund will be issued. Mrs. [redacted] had an opportunity to cancel the above referenced membership within (10) days of purchase to receive a full refund of any monies paid at that time. The cancellation request came approximately four (4) months after the purchase of the membership and the matter surrounding her experience at the hotel was unrelated to the purchase of the membership. Mrs. [redacted] did not exercise her right to contact our agency and make us aware of the issue with the hotel in efforts for our agency to attempt to resolve the matter on her behalf.

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

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 the following payments have been credited to Mr. [redacted] star card effective September 23, 2014.  Payment Amount Authorization Code $99,00 040765 $114.56 043622 $114/56 020582 $114.56 000998 $114.56 045315 Total $557.24

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

February 24, 2016

Re: [redacted] Dear Sir / Madam:

According to our records, Mr. [redacted] purchased a Sears Resort Package in store on January 8, 2016. The cost of the package was $499.00, which was paid in full at the time of purchase.

It is the...

claim of Mr. [redacted] that he booked a resort vacation and received an email indicating that he would receive a confirmation within three (3) to five (5) business. However, he has stated that he has not received a confirmation in approximately ten (10) days. Mr. [redacted] clarified that he had spoken to Jill and requested the reservation and all services be cancelled and a full refund be issued. He asserts he was informed the reservation, which had not yet been confirmed would be cancelled and all monies would be refunded. Subsequently, Mr. [redacted] noted that he was in fact charged for the reservation, and did not receive a refund. As a result, he is extremely dissatisfied with the service and wants to discontinue his services.

Based upon Mr. [redacted]’s statements that he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective February 24, 2016, and a refund was issued for $499.00. The refund was issued back to the credit card we have on file ending in xxxx—7619. Please note that there is no additional refund to issue for the resort stay, as the reservation was not directly charged to Mr. [redacted]’s credit card. 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 allowing us to provide and explain the additional facts involved.

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

Re: [redacted] 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, Mr. [redacted] purchased a Westgate Premium Points Upgrade on August 20, 2013. The cost was $1,499.00 with a down payment of $299.00 and five (5) monthly payments for $149.20. Upon upgrading the member received an additional 50,000 points. On August 6, 2014 the member received an email about savings credits that could be converted to points toward several vacation options. The promotional offer was tailored toward the Platinum owners; however, the email did not stipulate that Premium members could not take advantage of this offer. As a goodwill gesture we will upgrade the members account to a Platinum account for a period of thirty (30) days starting September 1, 2013 through September 30, 2014 during which time the member shall have the option of booking a vacation under one of the six tiers that are offered (20K up to 100K tier). Once the month has expired, the account will be converted back to a Premium and the remaining points will be utilized as saving credits under the premium program. 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

March 23, 2016

Re: Marieta W[redacted] Dear Sir / Madam:

We would like to thank you for bringing Ms. W[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. W[redacted] purchased a Government Vacation Rewards Select Access Membership on December 30, 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 the claim of Ms. W[redacted] that she spoke to several representatives trying to obtain the benefits that were promised to her, however, when attempting to use the service the information she was provided at the time of purchase changed. She indicated that after having the membership for a couple of weeks, she consequently had not received any satisfaction. As a result she contacted our agency and requested to cancel the membership and receive a full refund.

Based upon Ms. W[redacted] statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 22, 2016 and a refund was issued for $799.00. The refund includes the deposit of $299.00, three (3) monthly payments at $150.00 and one payment (1) at $50.00. All refunds were issued back to the credit card we have on file ending in xxxx—6390. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Ms. W[redacted] banks with and will be processed in separate transactions.

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 P[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 for the business to refund me my full monies of $189 as a courtesy noted in their response.  It would be beneficial to me if the business can tell me how long this process will take for my full refund.  Once I receive my full refund of $189, and all other promises made to me regarding this account by the business to me are completed, I will consider this complaint resolved.

Regards,

[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.]

My husband and I appreciate the resolution of refunding the 75,000 points and $212 paid for the reservation that we did not use. 

I have reviewed the response made by the business in reference to complaint ID 1[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,

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 Westgate Premium Extension on October 10, 2012. The cost of the extension was $2,499.00 with a down payment of $299.00 and sixteen (16) monthly payments of $146.50. The extension was paid in full as of February 15, 2014. It is Ms. [redacted]’s claim that she’s been paying a fee to our agency, who is fraudulently representing Westgate Resorts. Ms. [redacted] indicated she has an account with Westgate, however, she is requesting a refund of all monies paid to our agency. Based on our records, Ms. [redacted] spoke with one of our agents in the New Memberships Department on October 10, 2012. At the time of purchase Ms. [redacted] was advised of the benefits she would receive for purchasing our product/services. In addition, Ms. [redacted] completed a sales validation at which time the benefits were reviewed with her and she provided her credit card and authorized our agency to charge said card the monthly payments. Upon review Ms. [redacted] made her payments each month on time from the period of November 14, 2012 through February 15, 2014, our agency was never advised of any concerns surrounding the purchase. Furthermore, Ms. [redacted] had access to the website for new members where she had an opportunity to further review the details of the program and the terms and conditions for cancellation. Upon review of the website Ms. [redacted] would have examined the rescission period, which was ten (10) days from the date of purchase to receive a full refund. At this time Ms. [redacted] is past the rescission period and we are unable to honor her 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. Best Regards, [redacted] 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.]

thank you for your prompt response and effectiveness in handling this manner. 

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,

We booked hotel and [redacted] states "Access to our top hotels plus get up to 60% off!" and best price guarantee. We paid $244.00 for 2 nights PLUS they used $58.00 of my "credits" to buy down the price. We had no hot water at hotel so were given a $22.55 credit. When the receipt/check out statement was printed, it showed $198.42 before the $22.55 credit. It also showed the credit was going back on an [redacted] - NOT MINE. So, not only was I overcharged $45.58, I wasn't receiving the $22.55 credit!!! I called three days in a row and asked to speak with a supervisor but, of course, they were never available and have not returned my calls. This goes back to JANUARY 26th!

July 1, 2016Re:  [redacted] Case  # [redacted]  [redacted]Dear Sir or Madam:We would like to thank you for bringing Ms. Shaquetta Del Rio’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, Ms. [redacted] made a reservation on March 2, 2016 for the Hotel Plaza Resort & Spa for seven (7) days beginning July 10, 2016.  Ms. [redacted] placed this reservation on our lay-away plan and was making monthly payments.Our records further reflect that on March 2, 2016 when Ms. [redacted] made the reservation, she placed an initial down payment of $266.85.  A second payment of $266.85 was made on April 2, 2016 and the last payment received was on May 2, 2016 for $266.85.  The total that Ms. [redacted] paid was $800.55.Ms. [redacted] did cancel her reservation on June 16, 2016 and was issued a full refund on June 24, 2016.  The refund was in the amount of three (3) payments of $266.85 and were credited to her [redacted].  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 Brothers Resolution Specialist Office of the President

Re: [redacted] # [redacted]

Dear [redacted]:

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.

Our records indicate that **. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on August 28, 2014 The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month.

Based on **. [redacted]’s statement that she was unaware that her balance needed to be paid in full before using the points, the recorded sales validation was reviewed. The validation did include the statement that your subscription must be paid in full 90 days prior to redeeming your points, and **. [redacted]’s response was “okay”.

However, based upon **. [redacted]’s statement that she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective October 16, 2014 and a refund will be issued for $99.00 plus the one payment of $86.78 which was made on September 21, 2014. The refund will be issued back to the star 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 **. [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,

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.

On September 19, 2014, a member of our team was in contact with [redacted] and provided her with t options where she can redeem her certificate. She was also advised that the certificate is for double occupancy, that she can upgrade for an additional fee, and the resort properties are based on availability. [redacted] was provided the website where she can search and book her resort with her certificate.

In a furtherfollow-up, on September 24, 2014 we requested that a 7-day resort certificate to be mailed to the address on file for [redacted] as follows:

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

August 19, 2016 Re: [redacted]  Case No. [redacted]  Our ID # [redacted]Dear Sir or Madam:Thank you for providing the correct account information, which has given 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 on January 19, 2016, Mr. [redacted] made a car reservation on line with Enterprise through our company.  Unfortunately when Mr. [redacted] returned the car, he was incorrectly charged a drop-off fee by Enterprise in the amount of $367.29.We have reached out to Mr. [redacted] to apologize for this oversight from Enterprise and have issued a refund to Mr. [redacted] in the amount of $367.29.  The refund was credited to the credit card used for the initial booking.  Please allow seven (7) to ten (10) for the refund to post 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.Sincerely, Jannelle Brothers 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,

[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,*

[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,

Re: [redacted]

Dear Sir/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] Direct Access Vacation Package at a cost $2,999.00, with a down payment of $249.00, followed by thirty-six (36) monthly payments of $93.57.

It is [redacted] claim that he was contacted by a [redacted] representative about attending a sales presentation, which he agreed to attend. During the presentation the representative discussed vacation perks such as a one (1) week voucher to a hotel and some extra discount certificates that [redacted] would receive just for attending the presentation. [redacted] further indicated that he was unsure if he wanted to join the program due to his financial status; however, the representative presented him with a good deal and offered to work out the payments. As a result, [redacted] and his wife agreed to pay the $249.00 down payment and the recurring monthly payments of $93.57.

[redacted] maintains that he has had the program for four (4) months, but has not utilized any of the services. Consequently, due to some financial undertakings, [redacted] requested to cancel the package, but indicated he was met with an unfavorable response. Subsequently, he finally spoke with an agent who agreed to cancel the package, but the agent hung up the phone before he could verify if he would receive a cancellation confirmation. It is [redacted] request to cancel the package and receive a full refund and a cancellation confirmation.

In review, [redacted] attempted to use his account to book a hotel stay at the [redacted] for 8/22/2015, but the credit card on file came back unauthorized for the resort fee, and that resulted in [redacted] having to supply a secondary form of payment to secure the reservation. Additionally, our records indicate that [redacted] July payment for $93.57 came back as an unauthorized payment; we made contact with [redacted] and secured a different form of payment. On 7/17/15 the customer contacted our company and advised us that as a result of his July payment being processed at the later date it caused him to fall behind on other financial obligations. We worked with the customer to refund the July payment as a courtesy and set the payment up for a later date.

Around 8/26/15, [redacted] contacted our agency and indicated that due to financial difficulties he would not be able to keep the package and wanted to cancel. Later, the customer was transferred to a Customer Support agent and [redacted] informed him when asked that his reason for the cancellation request was because he is an entrepreneur and he has started his own travel company and no longer needs the package. Our agent informed the customer that he has had the package since April 2015 and was outside of the rescission period and could not cancel and receive a refund, but he would assist in reducing his monthly payment. [redacted] further explained that he does not need the package and wants to cancel, which our agent acknowledged, but reminded the customer that he cannot just cancel the package and get a refund because he has his own business in the travel industry and that he had a financial obligation to fulfill based on his previous purchase.

Our company has thoroughly reviewed this matter and finds that [redacted] was outside of the rescission period when he made his request to cancel; however, based upon our findings and [redacted] statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective August 28, 2015 and a refund will be issued for $436.14. The refund is for the $249.00 down payment and three (3) monthly payments of 93.57 totaling $436.14. The refund will be issued back to the credit card we have on file ending in xxxx—33335. 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.

This response shall serve as confirmation that [redacted] vacation package ([redacted]) has been cancelled effective August 28, 2015 and a full refund for $436.14 was issued to the credit card we have on file. All future payments and benefits associated with the [redacted] package have been forfeited and neither party has any further obligations.

We would like to thank you for the opportunity 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