International Cruise & Excursion Gallery, Inc.

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

[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.  
I feel that it is unfortunate that these measures had to be taken in order to receive good customer service from ICE.  I hope that this company will take heed to the many complaints have been filed in addition to mine and improve their business practices.

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 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 / 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 Government Vacations Reward Select Access Membership on June 26, 2015. The cost of the membership was $1,999.00, with a down payment of $99.00, and eighteen (18) monthly payments of $117.56.  It is Mr. [redacted] claim that he tried out the service, but found no value in the program.  Mr. [redacted] states he was informed at the time of purchase he had ten (10) days to cancel.  Subsequently, after several attempts to cancel, Mr. [redacted] spoke with an agent who advised him the account had been cancelled and a confirmation would be sent in the mail.  Our response to the above referenced matter will serve as confirmation that Mr. [redacted] account has been cancelled. The account was cancelled on July 6, 2015, and a refund for $99.00 was processed back to the credit card we have on file.  Please note, it may take approximately seven (7) to ten (10) business days for the refund to be credited back to his account.  We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. 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 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,

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

like to provide you with the facts and our resolution concerning this matter. According to our records, [redacted] booked a hotel reservation online on [date]. The cost of the stay was $798.00 [including taxes (?)] and a $23.94 fee was charged for using the Military Star Card totaling $821.94. Based on the information reviewed, [redacted] received a confirmation upon completing her booking at the email address of [redacted] with the cancellation policy is as follows: For the room type you have selected, you can cancel up until noon on Tuesday, December 16, 2014 (local hotel time); however, the hotel requires payment for the first night’s stay. You will be charged for the first night’s stay including taxes and fees. Any remaining amount will be refunded to you. Refunds or cancellations are not available afternoon local hotel time on Tuesday, December 16th. Since the reservation was booked through our agency’s supplier, the standard hotel cancellation policy did not apply in this instance. Based upon [redacted]’s statements, she wished to cancel the hotel reservation. In the interest of customer satisfaction, we have cancelled the reservation effective September 16, 2014 and a refund was issued for $821.94. The refund was issued back to the credit card we have on file ending in xxxx—[redacted]. 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 wish to thank you for the chance to clear up the status of this affair 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 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. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on February 26, 2015. The cost was $1,499.00 which included a $99.00 down payment, followed by eighteen (18) monthly payments of $86.78. Based upon Ms. [redacted] request to no longer remain in the program, and that her original request was received within the rescission period, we have cancelled her membership upgrade effective March 5, 2015 and issued a full refund. Please note the refund can take approximately seven (7) to ten (10) business days to post to his account depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely,[redacted] Resolution Specialist Office of the President

From the very first communication related to my vacation with [redacted] Vacation Sales rep, I had mentioned there were 4 people traveling. When the booking was done by [redacted] Vacation Sales Rep, he had asked me for names and birth dates of the 4 people travelling for vacation. I had provided all 4 names and birth dates. I again asked if there was any additional fees and I was told numerous times that there is no additional fee. I'm sure on reviewing your recorded calls, you should be able to clearly hear the conversation and agree with my true statement.
In [redacted] Vacation's response, they have mentioned that I have used Cruise Vacation. I have only used up the Free Cruise Vacation certificate which was provided as part of attending their seminar and not enrolling the membership. The cruise certificates that are part of the membership are still intact and unused.
Please refund my hard earned money ASAP. [redacted] Vacation is a hoax and have sold many people like me on best wholesale vacation rates which in turn are worst rates even compare to retail online vacation rates.
 
Thanks,

We would like to thank you for bringing Mr. and 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. and Mrs. [redacted] purchased a 7-night resort stay at the All Seasons Resorts – Barbados in Sunset Crest, Barbados traveling October 4, 2014 through October 11, 2014. The cost of the stay was $487.00 and the cost of travel protection was $46.26.

Based our research the resort reservation was confirmed on August 23, 2014 and a confirmation was sent to the following email [redacted] within four (4) minutes of the resort being confirmed. However, Mrs. [redacted] contacted our agency on August 25, 2014 and requested the reservation be cancelled because she had not received the confirmation. Our travel consultant offered to resend the confirmation, but the offer was declined by Mrs.[redacted].

On or about August 26, 2014, Mrs. [redacted] made contact with our agency and was advised that the reservation had been cancelled and it would take three (3) to five (5) days for the refund to be issued to her credit card. After further review, we determined that the reservation was not cancelled and a refund had not been issued in this matter.

Based upon Mr. and Mrs. [redacted]’* dissatisfaction they did not wish to keep the resort reservation and in the interest of customer satisfaction, we have cancelled the reservation and issued a refund effective October 31, 2014 for $487.00. The refund will be issued back to the credit card we have on file ending in xxxx--[redacted]. 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,

Resolution Specialist

Office of the President

Regarding the response from ICE Enterprises, I accept part of it.  I appreciate the refund of the monies I paid for the reservation that ICE could not fulfill and the reinstatement of the resort certificate.                                                                                                           The part that I do not accept is that I was rebooked into [redacted] which I was not.  An agent from Our Vacation Center which works with ICE called me.   I was willing to look into another hotel as long as there is a cancellation clause if needed but nothing materialized.
 One of the problems with Our Vacation Center is that I cannot call and talk with an agent who contacted me.  They don't give extension numbers.  I have to send an email stating when I will be home.
  In addition I have another reservation through RCI Our Vacation Center ICE for Oak and Spruce Resort beginning June 5.  I was told that I will not receive confirmation and that the resort will not receive the reservation until 2 weeks prior to June 5.  I do not understand this whole process and I do not want to be told again later that the resort is not available.  It is difficult to plan when all is so vague.

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. According to our records, [redacted] upgraded his Government Vacation Rewards membership on October 23, 2012. The cost was $1,499.00 with a down payment of $149.00 and twelve (12) monthly payments of $121.50. To date the member has paid his account in full. Based on the inquiry, [redacted] indicated he had difficulty contacting someone to assist him in booking his vacation. He expressed his dissatisfaction over the long hold times and that our touch tones did not allow him to move past the prompts. He was further concerned over the lack of options available for him as well as the fact that his 75,000 points will expire on October 23, 2014. We certainly understand that delays on the phone to a high volume of calls can be frustrating and we apologize for any inconvenience this has caused the member. We have reached out to [redacted] and provided him with additional contact information as well as offered him assistance with the web site, which will greatly improve his ability to plan his next vacations. We have extended the expiration date of his hotel/resort certificate in order to allow him to book a 7 night stay in a 3 bedroom resort for his family in [redacted]. We have further extended the expiration date of his 75,000 original points plus his 10,000 incentive points to October 23, 2015. [redacted] was very appreciative of our resolution. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Re: [redacted] File No. [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.

Unfortunately, according to the information provided in Mr. [redacted] complaint, we are unable to locate any Sears Vacation membership purchase of $1600.00. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the Sears Vacation account number, or if the account is in another name, this will enable us to research and resolve his claim.

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 Br[redacted]

Resolution Specialist

Office of the President

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.

We have reviewed Ms. [redacted]’s concerns further and have found that Ms. [redacted]’s claim regarding the per person statement, is not accurate. In a review of the call Ms. [redacted] refers to, the aforementioned booking agent, [redacted], indicated to Ms. [redacted] that one of the cruise line promotion options included “a $75.00 excursion credit per port” not per person. He further stated “that would mean $75.00 times 9 ports, which would be a significant amount.”

According to Ms. [redacted]’s original claim, she booked five (5) shore excursions and she received the credit for four (4) of the excursions for a total of $300.00. Our position remains the same in this matter and we have issued the refund check in the amount of $75.00.

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.

Sincerely,

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 is satisfactory to me. I consider this complaint resolved.

Regards,

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] Vacations Direct Access package on January 24, 2014. There was a down payment of $199.00 and twelve (12) monthly payments of $237.35. After making the initial down payment and reviewing the benefits of the package Mr. [redacted] determined that the package would not fit his vacation needs. Mr. [redacted] attempted to cancel the package; however, he was outside of the three (3) day rescission period that is provided. Because of our high interest in customer satisfaction, we will agree to honor Mr. [redacted]’s request and cancel the referenced vacation package as of February 21, 2014 and a refund in the amount of $536.35 has been processed back to his credit card on file ending in xxxx--[redacted]. The refund(s) was processed in two separate transactions; one (1) $199.00 down payment and one (1) payment of $237.35. It can take approximately three (3) to five (5) business days for the credits to be processed and refunded 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

05 March 2014We have reviewed the records for accuracy and found that the amount of $199.00 indicated in the response was a typo.  The correct amount of the down payment should have read $299.00.  The refund amount of $536.35 is correct and has been processed back to the credit card on file.We apologize for any confusion this may have caused.Thank you,[redacted]Legal Affairs Office Manager

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

we would like to provide you with the facts and our resolution concerning this matter. According to our records, [redacted] purchased an [redacted] Package on November 13, 2014. The cost of the package was $1,999.00. The package was paid in full at the time of purchase. Based on [redacted] inquiry she indicated she wanted to book a resort in [redacted], however, we did not have the resort available on the dates she wanted. Furthermore, she stated tried changing her vacation dates as advised and still was not able to book a resort in [redacted] for the selected dates. The member requested a refund due to the lack of availability. The request for a refund was denied. Based on the records, [redacted] purchased her package and had ten (10) days to cancel the package to receive a full refund. On the day of purchase [redacted] viewed the website, which outlines the terms and conditions for cancellation. Upon review the member would have viewed the rescission period. Additionally, the resort locations are based on location, time of the season, and availability. Our agency does not make any guarantees at the time of purchase that any particular property will be available for specific dates. Unfortunately, our agency is unable to honor [redacted] request for a refund as she was given the proper information to cancel said package within the respective rescission period. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

January 21, 2014 Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mrs. [redacted]’s position to our attention. We can provide the following explanation as a clarification and update to our earlier letter concerning this matter. Mrs. [redacted] can apply the certificate to another vacation by booking a trip before the expiration date of May 15, 2014; the actual travel can be completed at a later time. If she wishes to book the week by phone with an agent, she may reach an agent at telephone number [redacted]. For clarification, there is no certificate or voucher to send in the mail; however, if she would like to verify that she has the certificate she may log on to the website at [redacted]. The username will be the member ID number and the password will be the last four (4) digits of her home number unless the member has logged in previously and changed the password. We would like to thank you for the opportunity to clarify the status of this matter by providing this additional information. Best Regards, [redacted] Resolution Specialist Office of the President

Dear Sir / 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 Sears Vacations Membership on July 5, 2015.  The cost of the membership was $2,999.00 with a down payment of $299.00 followed by thirty-six (36) monthly payments of $97.60. Based on the information provided in Mr. [redacted]’ complaint, there appeared to be some confusion regarding the two accounts.   Mr. [redacted] was visiting the Sears [redacted] New Jersey store on March 24, 2015.  At that time, he signed up for the Sears Vacation benefits.  He signed up under his name only, using his cell phone number and his individual email address.  That account number is [redacted].  Mr. [redacted] used his credit card on July 5, 2015 and purchased the Sears Vacation Membership mentioned above.  He put the account in his wife, Eugenia’s name, using her individual phone number as well as her individual email address.  That account number is [redacted]. Each time Mr. [redacted] contacted our company regarding his account, he was asked what phone number is associated with his account.  Mr. [redacted] always gave his individual cell phone number, which allowed us to access his original account he opened on March 24, 2015 and not the membership account.  It is Mr. [redacted] original account, [redacted] where he had [redacted] activate the certificate for his promotional vacation for attending the presentation and tour.  That certificate is available for Mr. [redacted] to book his vacation until October 30, 2015, at which time the certificate expires.  Mr. [redacted] can travel beyond October 30, 2015, however, he will need to book his vacation by that date. Our records indicate that on August 10, 2015, Mr. [redacted] spoke to a Customer Service agent, [redacted], requesting to cancel his account and receive a refund.  [redacted] explained that Mr. [redacted] was outside the rescission period.  Mr. [redacted] became angry and requested to speak to a supervisor.  [redacted] escalated the issue to his supervisor, [redacted] who spoke to Mr. [redacted], explaining the procedure and offering him options regarding the cancellation. Mr. [redacted] remained firm regarding the cancellation and refund.  [redacted] assured Mr. [redacted] he would cancel his membership that day and issue a full refund.  [redacted] further indicated that it would take seven (7) to (10) days for the refund to post to Mr. [redacted] account depending on the financial institution Mr. [redacted] banks with. Our records further indicate that Mrs. [redacted]’ account [redacted], was indeed cancelled on August 10, 2015 and funds returned to Mr. [redacted] credit card ending in XXXX – [redacted]. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely,[redacted] Resolution Specialist Office of the President

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]’s account was cancelled April 1, 2015. At the time of cancellation our agency did not refund the $299.00 deposit as it had been lost in a dispute/charge back by Ms. [redacted]’s financial institution.  As a result of the original dispute Ms. [redacted] received a credit from her financial institution for $299.00 on March 12, 2015. On or about April 23, 2015 Ms. [redacted]’s financial institution issued a credit back to our agency as they found our explanation for the charge to be legitimate, which resulted in Ms. [redacted]’s account be debited back the $299.00. Subsequently, Ms. [redacted] filed a second dispute at which time our agency was charged back the $299.00 on June 2, 2015.  As it stands to date Ms. [redacted] has received the $299.00 as a credit on her account. We have made contact with her financial institution to inform them that we are not disputing the legitimacy of the charge and we have confirmed that Ms. [redacted] can keep the $299.00 credit on her account.  Our agency has not attempted or made any additional charges to Ms. [redacted]’s account since the account was cancelled. The current activity occurring on her account is a result of debits/credits being issued due to the disputes that have been filed.  We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.