International Cruise & Excursion Gallery, Inc.

[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.

Regards,

Dear Ms. [redacted]:

 

We would like to thank you for bringing Mrs. [redacted]’s response to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed our file and we would like to provide you with the facts and our resolution concerning this matter.

 

According to our records, Mrs. [redacted] pur[redacted]d a [redacted] Direct Access package on October 8, 2013. The cost was $4,999.00 with a down payment of $99.00 and thirty-six (36) monthly payments of $158.06. 

 

A review of the file shows, that Mrs. [redacted] was refunded all applicable payments upon cancellation, however, she is stating that she has not received the sum of $257.06. 

 

In the review, it appears that the original down payment of $99.00 and one (1) monthly payment of $158.06 were processed to the credit card ending xxxx—[redacted], which is attached to the account that Mrs. [redacted] indicated is now closed. 

 

At this time Mrs. [redacted] will need to contact [redacted] Bank to retrieve the outstanding funds. We have consulted with our Finance Department and they determined if Mrs. [redacted] has an open account with [redacted] Bank then the remaining funds will be credited to that existing account; however, if she no longer has an active account with [redacted] then they will process a check refund for the remaining funds. 

 

In reference to the matter of the Las Vegas resort stay; this is to confirm that this reservation was cancelled as part of Mrs. [redacted]’s overall termination of her account with [redacted]. All funds that she paid toward that reservation have been refunded to her credit card as explained above, and any funds on hold for that reservation were never in fact charged to her credit card. Therefore, we believe that Mrs. [redacted] has been made whole at this time for the Las Vegas reservation.

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 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]

[redacted] 3/9/16

Re: [redacted] Dear Sir / Madam:

Our records show, Mrs. [redacted] booked a resort stay at [redacted] from February 19, 2016 through February 26, 2016. It was booked using 75,000 points along with a payment of $212.00, which was charged...

by the resort for incidental fees. It is Mrs. [redacted]’s claim that on December 28, 2016, she made a hotel reservation with sales agent, Tiago S[redacted], at which time she explained they wanted to be in the Tampa area near the beach so her husband could have quiet rest time, as he had been very ill. Mrs. [redacted] explained she had reviewed the GVR website and found one hotel available; [redacted]. The phone call to our agency was to get info about the hotel, and more specifically, to determine if the value of the hotel was worth the 75,000 points and the $2,100.00 they had paid. Consequently, while checking into the hotel they learned that hotel was charging $90.00 per night and the location of their room was in a very noisy location. As a result they have requested a full refund of all monies paid to date for their membership and the $212.00 fees totaling $2,312.00. We have reached out to Mrs. [redacted] and resolved her concerns. We have clarified with her that the $1,999.00 she paid was for her GVR Membership, which allows her to use the membership benefits towards booking vacations, such as the [redacted]. We further explained that she used her 75,000 points that had been granted at the time of purchase toward her resort vacation. Subsequently, they paid an additional $212.00 to cover incidental resort fees levied directly by the property. In the interest of customer satisfaction, we have added 75,000 points to Mrs. [redacted]’s account and issued a refund for $212.00 back to the credit card we have on file. The refund can take approximately seven (7) to ten (10) days to be credited back to the account. Mrs. [redacted] has accepted our offer for resolution.

Best Regards,

Shannon P[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.

This issue hasn't been resolved! [redacted] still owe me $85. You, the Revdex.com, says it's up to Westgate Cruise and Travel to pay me since we made the reservations through them. Westgate Cruise and Travel are saying they paid me back, and did but only for the money they took. But [redacted]s took $85 from my card.

 

Sincerely,

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,

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.We have reviewed the additional information provided by Ms. [redacted] and upon further review, it appears Ms. [redacted]’s account is currently expired. The account expired on October 10, 2014 and all applicable vacation certificates have expired on the account as well.We apologize for any inconvenience Ms. [redacted] has encountered when trying to book a cruise vacation through our agency. We have taken her feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided.Unfortunately, our position remains the same on this matter and no refund will be issued. Our decision is based in part on the fact that Ms. [redacted] is past the rescission period and she had an opportunity to review the terms and conditions regarding the cancellation policy.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 SpecialistOffice of the President

Re: [redacted] File No. [redacted]  Dear Sir or 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. When a mall shopper meets with one of our account managers, they typically supply their name, phone number contact and email address.  The shopper is entered into a raffle.  The shopper is also then eligible for additional savings benefits through the Sears Vacation program.  The  information provided by the mall shopper is never sold to a third party. Based on Ms. [redacted] request to not be contacted about the vacation benefits, we have placed her on our company’s Do Not Call list.  This will include the phone number, email address and mailing address for both the contact information on the complaint, as well as the information in our records.  Our company complies with federal and state laws and regulation and is committed to protecting and respecting consumer privacy rights. 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 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 had several bad experiences with this travel agency. I am in the military and I got swindled into using them because they are associated with [redacted]. DO NOT.....I repeat.....DO NOT use them. They do not work well with the hassles that military members go through. I booked a cruise and could not go at that time due to me PCSing (moving to another duty station). They were not helpful and I had to pay an extra charge to change my dates. Finally I was able to get my dates changed and paid the extra fee cause they DO NOT do refunds, which I wasn't told that when I booked. So dates were good, I got the confirmation email stating I was booked for the cruise. So a couple of months later I wanted to go on [redacted]l cruise lines to manage my booking and it said booking could not be found. So I called [redacted]l and they can not touch bookings booked through a travel agency. So I called Explore Travel Cruise, Registry Vacations, ICE, or whatever they want to be called, I called them back and they told my that my cruise was canceled by [redacted]. I'm like ummmmmm no I paid and I have my confirmation email stating that I was book. Well supposedly [redacted] canceled the cruise and NO ONE told me! No email, no phone call, no nothing. So when I rebooked the second time they said I was under a promotion for the first booking that I'd only pay half a deposit but when I booked the second time I was suppose to pay a full deposit. I'm pissed because I had to pay EXTRA FEES to rebook this cruise, so why in the hell at that time it wasn't revealed that I had to pay a full deposit. When I booked I paid what I had to and I received a confirmation email stating what I paid, when I paid, sailing dates, booking number, etc. So how in the hell do you book something without paying. So needless to say I had to pay an EXTRA $250 deposit to NOT lose $2200. I am very annoyed with these people and I will never use them again. I was also going to book 10 more people on this cruise but I will be going directly through the cruise line. I have used [redacted]l before directly and never had this problem.

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 on January 9, 2015. The cost was $2,499.00 with a down payment of $249.00 and eighteen (18) monthly payments of $134.00 per month. Based upon [redacted]’s request to no longer remain in the program, and that his original request was received within the rescission period, and in the interest of customer satisfaction, we have cancelled his membership effective February 9, 2015 and issued a full refund The refund was issued to the star card we have on file. Please note the refund can take approximately seven (7) to ten (10) business days to post to his 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

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.

I have worked with the VP on the issue and he is tracking that my account has yet to be refunded.  10 days from the cancellation has pasted.  I'm hoping that the funds will get refunded NLT 15 September 2014.  The company has been extremely helpful during this process.

Regards,

We would like to thank you for bringing [redacted]’s response to our attention and for giving our organization the opportunity to research this matter further. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.

After further review, this is to clarify that the $750.00 is not a credit, but the value of the cruise certificate. As requested in the original inquiry we credited the account the $2,139 in [redacted] dollars and applied the $750.00 cruise certificate to the cruise bookings to ensure the lowest cost was being paid for the reservation.

The value of the certificate is determined by the cost of the package that is being purchased. The certificate value is not a cap on the cruise, but rather the amount that is taken off the cruise as a discount when applied. In the interest of customer satisfaction we have made the appropriate adjustments on the account and applied the cruise certificate to the [redacted]’s upcoming cruise reservation.

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 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]

January 5, 2016Revdex.com4428 North 12th StreetPhoenix, Arizona  85014 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. S[redacted] purchased a Government Vacation Rewards Select Access Membership on February 3, 2015.  The cost of the membership was $1,999.00, with a down payment of $399.00, followed by ten (10) monthly payments of $169.00. 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 could book a hotel through another supplier at a Military rate for $84.00; however, through Government Vacation Rewards the same hotel was $117.00 per night.  Furthermore, Mrs. [redacted] contends that she was advised that once she paid the remaining $640.00 of the purchase price, she would receive a complimentary 4-day vacation voucher, which she indicated she has not received.  Subsequently, Mrs. [redacted] stated she does not believe she is getting the best value for the monies she paid for the membership.  As a result, she has requested to cancel and receive a full refund.  In the 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 eight (8) separate transactions as follows: one (1) down payment for $399.00, six (6) monthly payments of $169.00, and one (1) payment of 640.00.  Please be advised that per AAFES all charges applied to the Military Star Card more than 120 days old will have to be manually refunded to the account, we have made the necessary request to have the funds go back to the card on file.  As our agency does not process these refunds, we ask that you allow seven (7) to ten (10) business days for the funds to be credited back to the account.  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

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 [redacted] Layaway Package on March 28, 2014. The cost of the package was $1,699.00 with a down payment of $99.00 and eighteen (18) monthly payments of $88.89.

Mrs. [redacted] contacted our agency on June 25, 2014 and advised that after reviewing the vacation options offered by our agency she did not find value in the program and was not satisfied with the inventory being offered under the package.

Based upon Mrs. [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective July 7, 2014 and a full refund will be issued for $365.67. The refund(s) will be issued back to the credit card we have on file ending in xxxx—[redacted].

Please note the refunds may be processed in separate transactions and can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs. [redacted] banks with.

We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.

Best Regards,

Resolution Specialist

Office of the President

I have reviewed the response made by the business in reference to complaint ID [redacted], and find a small discrepancy, I was told yesterday that the points were restored with no expiration date and that is what is reflected on my account.  I considered this action as satisfactory, and I 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,

April 25, 2016

Re: [redacted] Case No. [redacted] Dear Sir/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.

According to our records, Ms. [redacted] purchased a Sears Vacation Direct Access membership on March 19, 2016. The cost of the membership was $3,999.00 with a down payment of $299.00 followed by thirty-six (36) monthly payments of $128.23.

Our records additionally reflect that Ms. [redacted] contacted our company on March 24, 2016 requesting to cancel her membership and receive a refund. In the interest of customer satisfaction, we have cancelled her membership effective today and issued her a full refund, which consists of the initial down payment of $299.00.

This amount was originally paid to our company in the form of a personal check and we will issue a check for the refund. Please allow ten (10) to fourteen (14) business days for the refund.

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,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Revdex.com

[redacted]  [redacted]

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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 [redacted] Select Access membership on March 8, 2014. The cost of the package was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00.

 

Per the terms and conditions it establishes that subscribers purchasing a promotional multi-year subscription will have ten (10) business days from the purchase date to get a full refund. In Mr. [redacted]’s case he purchased a multi-year membership and contacted our agency within the specified rescission period and requested to cancel.

 

Based upon Mr. [redacted]’s statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective April 11, 2014 and a refund will be issued for $458.00. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted] in two (2) separate transactions; $299.00 and $159.00. 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,

Resolution Specialist

Office of the President