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,

June 15, 2016 Re: [redacted]

Roman", serif;">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 Westgate Cruise & Travel Collection Membership on June 11, 2015.  The cost of the membership was $999.00 with a down payment of $99.00 and 10 monthly payments of $102.00.  Ms. [redacted] opted to pay the membership in full at the time of purchase.  It is the claim of Mrs. [redacted] that one of the benefits of purchasing is she would receive $700.00 in credit, which could be applied toward vacation options, such as onboard credits and upgrades.  However, Ms. [redacted] attempted to use said credit and was informed it had expired, which is a fact she states she was not made aware of.  Consequently, she would like to be able to use the credit as promised at the time of purchase. We have reviewed Ms. [redacted]’s claim and as a result we have extended the $700.00 Vacation Cash credit on her account until 6/10/2017 for customer satisfaction.  Ms. [redacted] needs to make note of the expiration date as the credit will expire if not used by the date indicated and no further extensions will be granted. 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

June 6, 2016

Re: [redacted] Case # [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.

Our records indicate that Mr. [redacted] purchased an upgrade to his DirectBuy Travel membership on February 29, 2016. The cost of the upgrade was $2,499.00 with a down payment of $299.00 followed by eighteen (18) monthly payments of $122.22.

As standard policy, we conduct a sales validation, at time of sale, which outlines the details of the membership upgrade. During this validation, which was completed on February 29, 2016 at 1:42PM, Mr. [redacted] did authorize the purchase and respective payments.

Our records reflect that we received a call from Mr. [redacted] and his daughter on May 2, 2016, requesting information about the account and indicating a desire to cancel the account. At that time, Mr. [redacted] had surpassed the rescission period to receive a refund, however, under the circumstances, we have cancelled Mr. [redacted] upgrade and there will be no further payments charged to his account after the date of his initial request to cancel, which was May 2, 2016. The payment received after May 2, 2016 has been refunded to Mr. [redacted] Discover card ending in XXXX - - - - [redacted] on May 18, 2016.

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

January 31, 2014 Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our...

findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, [redacted] purchased a [redacted] Select Access Upgrade. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. We understand that Mrs. [redacted] has indicated that she wants to cancel her membership and that there was some confusion as to what her recession rights were. Despite our position that she was informed of her rights and benefits of the membership program, she did not attempt to cancel until after the standard 10 day recession period. However, in the interest of customer satisfaction, we have determined that we will honor Mrs. [redacted]’s request to cancel the membership and issue a full refund. The membership has been cancelled effective January 29, 2014. The refunds were processed in three (3) separate transactions; $99.00 down payment and two (2) monthly payments of $114.56 for a total of $328.12. Please note that it may take approximately seven (7) to ten (10) business days to see the refunds credited to the account 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

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 [redacted] on April 1, 2013. The cost was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $84.00. Based on the information reviewed, Mrs. [redacted] wasnotscheduled to pay the initial down payment of $100 or the final balance of $344.95 for the cruise in question. Instead, our records reflect that Mrs. [redacted] and Annetia Reed-Lettsome agreed to purchase the cruise on April 7, 2014 and that Mrs. Reed-Lettsome authorized the down payment and final payment for the cruise to be paid with her credit card on behalf of Mrs. Pettis. On or about July 21, 2014 our agency attempted to process the final payment in the amount of $344.95. The final payment came back as unauthorized and subsequently the booking was cancelled for non-payment according to the governing terms and conditions. Our agency attempted to contact Mrs. [redacted] regarding the declined payment and were unsuccessful in our attempts to reach her. We attempted contact with Mrs. [redacted] regarding the payment since her information was in the reservation as the customer point of contact, and not the card holder Mrs. Reed-Lettsome. Based on this information, Mrs. [redacted] is not entitled to a refund for the government fees or port charges because the final payment was declined and the original payment of $100.00 to the cruise line was charged to the credit card belonging to Mrs. Reed-Lettsome. Finally, we are declining Mrs. [redacted] request for a refund of her package as she is well beyond the ten (10) day rescission period that came with her vacation package and the cancellation of the cruise is not connected to or dependant upon the payments made towards the package in the previous year. Mrs. [redacted] indicates that she incurred over-draft fees due to said cruise being cancelled. If Mrs. [redacted] provides documentation to support her claim, our agency will review the documentation and make a determination as to liability. 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.

Regards,[redacted]

Re: [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 November 21, 2013. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Our records indicate that on February 28, 2014, [redacted] called in and spoke to one of our Customer Service agents and initially indicated that he wanted to cancel his membership. During that conversation, [redacted] thought that his points had expired, but was informed at that time, that he was mistaken and that he had 10 years to use the points. [redacted] then asked if he still had access to the $1,000 gift cards and was told that yes he did, and the Customer Service agent explained how he could take advantage of those. He did not cancel at that time. Later, on October 6, 2014 we received notice that [redacted] did not want to remain in the program. We felt, at that time, in the best interest of customer satisfaction, we would cancel his membership and return all funds paid into the account with the exception of the initial $99.00 as his original cancel request was after the cancel period. He was agreeable to that, and was further advised that he would receive refund of the the six (6) payments of $114.56 which totaled $687.36 within seven (7) to ten (10) business days. His membership was cancelled on October 7, 2014. Our records indicate that his funds were available on his star card October 16, 2014. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

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

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.

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 need clarification; do I book by May 15,2014 or do I have to use by May 15, 2014 and who do I call to book this week so I can be sure It will be known by them that I have the week.  I would like a certificate with reference number mailed to me, and I will accept the resolution.

Regards,

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] booked a resort stay on May 19, 2013 at the Residence Suites at the LHVC Resort in Puerto Plata Dominican Republic traveling from February 8, 2014 to February 15, 2014. The member applied her resort certificate and paid an out of pocket $1,536.00 to cover the all-inclusive fees at the resort.

In review the member stated that she was supposed to have 2 bedroom / 2 bath accommodations with a chef for the length of her stay. Upon arrival at the resort the accommodations she was to receive were not available as advised prior to travel commencing. Mrs. [redacted] and her traveling companions were provided separate accommodations during their stay; however, this was only after the member advised management at the resort that she would be contacting our agency to seek assistance. Mrs. [redacted] also encountered several delays in having her concerns addressed by our agency upon her return from her vacation.

As a result and to ensure complete customer satisfaction, we have contacted Mrs. [redacted] directly and addressed her experience and the situations she encountered in this matter. She has agreed that reinstating her resort certificate will resolve this matter. We have honored the request and the reinstated certificate will expire on September 5, 2014. The member only needs to have the certificate applied to another reservation by the expiration date and travel can be completed at a later time.

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

Best Regards,

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

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 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 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]

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 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,

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 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like this Revdex.com Complaint re-opened against International Cruise & Excursion Gallery, Inc.  because my [redacted] card continues to be charged every month by Sears Vacations aka International Cruise & Excursion Gallery, Inc. for the amount of $299.99 even though I have cancelled this within the parameters given (prior to 5 days).  Furthermore, I had spoken with as many people as I could get a hold of to listen to me at Sears Vacations, was told a supervisor had taken care of it and was assured this was taken care of but of course, it was not.  I have given proof to [redacted] and will now provide you with the same proof.  As for the telephone calls that were made, you will have to either believe me or I will sign a declaration stating the calls I made and things I said were true.  If they do not cease and desist with their unlawful acts, I will file a complaint against their corporation in the [redacted] for harassment and intentional infliction of emotional distress. I am done trying to fight this the nice way.  I definitely want this reopened until I can get some sort of document stating it is truly over, even if that means I have to file an action with the Court.Any questions, call me here at work…the number is below.Thank you.
Regards,