International Cruise & Excursion Gallery, Inc.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In my opinion Mr. [redacted] didn't return our calls so that we couldn't get our refund. Here's the e-mail I sent to [redacted]: Date: Wed, May 13, 2015 at 11:02 AMSubject: Help booking with GVR To: [redacted] <[redacted]> Good Morning [redacted],I have some many concerns about GVR I don't know where to began. Our reservations were canceled and GVR pretty much left us without a place to stay will on vacation. We had to use our vacation money to find a place to stay after we called twice to try and find something. I don't have to words to express my disappointment with this company. My husband was away on missions 75% of the time then when he was home he couldn't leave because his soldiers were on suicide watch due to the of the number of missions and stress.  Then his leave is finally approved and were put in a horrible hotel, nasty floors,  carpet, dishes and the building is in need of repairs. Then there's green moss and mold on the outside of the building. We switched rooms to a smoking room and there are holes in the wall and broken switches. Did anyone go online and read the reviews on the hotel? There's no way this is a three star hotel. We say questionable behavior, specially the women.  If someone would like talk to us we'll be returning on Saturday. We're trying to make the most out situation after GVR abandoned us without a place to stay.

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

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

Once you register for this service, they constantly send you emails. They will not stop sending me emails, no matter how many times I ask them. There is no un-subscribe link and speaking to representatives gets you nowhere.

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] booked a car ([redacted]), hotel ([redacted]), and air ([redacted]) reservations through our agency for travel commencing on May 1, 2014. We show that the referenced reservations have been cancelled at Mr. [redacted]’s request and a full refund has been issued.

In review, Mr. [redacted] indicated that he was charged an additional $10.38 for using his Military Star Card to book his flights. Our records indicate that on March 4, 2014 when the reservations were booked Mr. [redacted] was advised by Ms. Hayashi that by using the Star Card there is an exchange fee charged, at which time Mr. [redacted] authorized those charges. This fee is not directly charged by our agency, but rather a charge that is facilitated by AAFES. Our agency makes the reservation and advises of the exchange fee when qualifying transactions are completed using the Military Star Card.

Additionally, we do offer discounted services to our Military members and advertise that we can get the best rate possible at the time of booking. We do have a Best Price Guarantee that allows our agency to provide a lower rate if one should be publicly advertised. This adjustment, however, needs to be made within 24 hours of booking. We understand that the travel industry is competitive and from time to time there are instances where the price may be lower than Government Vacation Rewards.

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 Sir or Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a [redacted] Vacation Direct Access package for $4,999.00 with a down payment of $833.00 and four (4) monthly payments of $833.20. A review of the file shows that Mr. [redacted] review the program and conducted some price comparisons at which, point he indicated that he could find a lower rate and did not see the value in the program. Our records indicate that Mr. [redacted] had several telephone conversations with our agents about his belief and each time the agent consistently demonstrated to him the value of his [redacted] Vacation package. Based upon Mr. [redacted] statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective May 14, 2014 and a refund was issued for $833.00. The refund will be issued back to the credit card we have on file. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

[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,[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]

 To the Revdex.com, I have utilized this service for years and I am sending a very special thank you for assisting me in this matter, although the response is ok I will accept the response.

The 10-day recession period is not long enough, especially since the package is sent via postal mail and does not arrive immediately.  The recipient does not have enough time to review the material and respond within 10 days.  The monthly payment is automatically charged to your credit card, for 18 months, and the buyer should be able to cancel this entire package at any time - which I tried to do at the beginning of the offer.At no time was I told that the total taxes and port charges would be approximately $900 per cruise, in addition to the total $3299+.  It was presented in a manner that made you feel as though the cruises and the resort stays would be covered in the $3299+ amount.  Because I was going to lose the $3299+ if I did not make reservations by 4/17/2015, I had to go forward and book the cruises.   I would like them to be more upfront with customers about the total estimated additional charges.  There are numerous complaints posted about this online.  I also do not feel that their offerings are very wide, there are just a few places to select, and the website for making the selections requires that you know where you want to travel - instead of letting you give a date and see all the available choices. 

I have reviewed the response made by the business in reference to complaint ID [redacted], and will wait until for them to perform this action and, if it does, will consider this complaint resolved.

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,

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 do love the membership and I wish to continue. I was the one who called to inform them that the monthly payments werent coming out. However, I called the number given and the extension was incorrect and they were not able to process a payment or reset the account to a renewed one because the old account which is paid in full is still showing. The renewed account even though they deducted the $99.00 downpayment was never established therefore the reaccuring payments were never set up. They are looking into how to process the payment and how to set up the account to have the monthy payments taken out. They informed me that they would call me back today 7/24/15 to get things corrected. I will wait until the business acts to perform this action and, if it does, will consider this complaint resolved. 

Regards,

November 3, 2016Re: [redacted] 11778814Dear Sir/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, on July 14, 2016 Mrs. [redacted] contacted our agency to cancel her cruise booked with Disney Cruise Line on the Disney Wonder for December 23, 2016 through December 30, 2016.  When the request to cancel was made there were no penalties on the booking.  Mrs. [redacted] was to receive a full refund for $1,129.72, with the exception of the CSA Travel Protection, which she is able to use toward another cruise within 2 years from date of purchase.  Consequently, when the cruise was cancelled a check request needed to be submitted for the refund, however, there was a delay with processing the check request as clarification needed to be made about the penalties that had been assessed on the booking.  Research was conducted and it was determined that the penalties were for the CSA Travel Protection.  As a result, a request was sent to the Accounting Department requesting the refund be processed to Mrs. [redacted]’s Military Star Card in the as a substitute for the check.  The refund was processed on October 19, 2016 in the amount of $1,129.72 to the card ending in xxxx – [redacted]. We have made contact with Mrs. [redacted] and informed her that her refund was processed to her Military Star Card rather by check. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Good Evening,

If they have this phone recording request it so you can hear it. Again I understand the 10 day period has expired for me to cancel this but there has to be a way we can get our money back. We far from rich and would be loosing out on lots of money that could be useful for my family of 5. As I stated before I have the cruise certificate if you want me to fax a copy to you to over look I will do so if you provide me with a fax number. No where does it state any additional fees nor did anyone inform me of this. I would have NEVER purchased it. Again what can I do moving forward to get back my money. What can I do to resolve this issue. Please assist.

Re: [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 [redacted] Registry Vacation Package on May 16, 2013. The cost of the package was $999.00 with a down payment of $99.00 and twelve (12) monthly payments of $75.00. [redacted] indicated she attempted to use her package on several occasions. She stated she spent long periods of time on hold and as a result, she was unable to reach the appropriate department to assist with her vacation request. Based upon [redacted] statement that she did not wish to remain in the program and in the interest of customer satisfaction, we cancelled the package effective July 31, 2014 and a refund for the down payment was issued for $99.00 to card ending 7367 and one (1) payment of $150.00 was issued to card ending 2675. According to our records, there were a number of payments made paid in different forms, which had not been refunded as follows: five (5) monthly payments of $75.00 on card ending 5049; two (2) check payments Check # 4470 for $75.00; Check # [redacted] for $75.00; Check # IMS payment for $75.00; and one (1) payment for $150.00 on card ending [redacted]. A check will be issued for the remaining refund of $750.00 and sent to the customer at the address listed on file on August 18, 2014. The refund will be sent by [redacted] overnight. 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.

They did send $1583 and some change.  Now they can send the rest of the money.  Not just going to give them $500. I will agree with them only keeping $100 only.

Regards,[redacted]

January 5, 2016

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 Government Vacation Rewards Select Access Membership on September 22, 2015. The cost of the membership was $1,999.00 with a down payment of $399.00, followed by ten (10) monthly payments of $172.00.

It is Mrs. [redacted] claim that she tried out the service, but found no value in the program. This is best evidenced by Mrs. [redacted] assertion that she was able to book roundtrip flights for Christmas for $277.00 through another supplier, however, the cost with Government Vacation Rewards was $597.00. As a result she has requested a full refund for all monies paid to date.

In the best interest of customer satisfaction we are honoring Mrs. [redacted] request. Effective January 5, 2016, her Government Vacation Rewards account has been cancelled and a full refund has been issued. The refunds will be processed in three separate transaction as follows; one (1) down payment for $399.00 and three (3) monthly payments of $172.00. It will take approximately seven (7) to ten (10) business days for the funds to be credited to her account depending on the financial institution she banks with.

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 [redacted]

Resolution Specialist

Office of the President

My card number is [redacted]
My phone number is [redacted] *'m not sure what else GVR needs since the complaint was complete and accurate in every field. When I called to speak to someone at GVR they found me in their system. My booking number was [redacted]

I am set up with Sears Vacations for Autopay.  I don't have to make monthly payments, they charge my checking account monthly without any action by myself.  They have never explained why the autopay has stopped working.  They just put a block on my ability to schedule vacations.  It is a total inconvenience and I want justice!

We were offered a membership, and we changed our minds. We tried to cancel within an hour and Chris Norise gave us a really hard time to cancel. He got very mad and threatened us and transfer us to other people who never answered the phone. We were placed on hold for more than an hour.