International Cruise & Excursion Gallery, Inc.

The matter has not been resolved and ICE doesn't have the correct facts.  It has been over 120 hours and as of 4/6/16, monies still have not been deposited into my account.  Please refund $3364.80 immediately!

[redacted]August 16, 2016 Re: [redacted] Case No. [redacted]Dear Sir or Madam:We would like to thank you for bringing Mr. [redacted] MacDonald’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. MacDonald’s complaint, we are unable to locate any RCI vacation membership.  The phone number listed on the complaint rings only once and then nothing.  Multiple attempts have made, however all have been unsuccessful. It is possible that the membership may be in another name, phone number or email address.  The name, phone number or email address listed on the complaint do not pull up any RCI vacation membership for Mr. MacDonald.  If Mr. [redacted] can provide us with his RCI membership number, or if the account is in another name, phone number or email address, 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 Brothers Resolution Specialist Office of the President

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] 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] attended the presentation and pur[redacted]d a package as a result. As an incentive she was offered the free vacation stay for her attendance; however, the stay was not offered as a contingency of purchasing a vacation package. As normal business practice when a resort reservation is made it is processed through our inventory department and as a standard policy it can take up to five (5) days for the resort to be confirmed. It is not typical that a confirmation for a resort stay will exceed the noted timeframe; however, there have been instances when a stay has taken additional time to confirm.

Additionally, each time a payment is processed for a reservation the charge will reflect as a “pending” charge prior to the charge actually being processed, it appears this was what occurred in one of the instances with our agency. We make every effort to ensure that all payments are processed in a sufficient and timely manner.

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 membership effective June 6, 2014 and a refund was issued for $1,205.42. The refund was issued back to the credit card we have on file 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.

Best Regards, [redacted] Resolution Specialist Office of the President

This claim is not resolved.  The company contacted me for resolution after their response and I was waiting to hear back for resolution.  One the response from the business came I talked to [redacted] the representative and I have been waiting for a final resolution.  This claim has not been resolved.Thanks,[redacted] Sent from my iPhone

February 12, 2014

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] purchased a Government Vacation Rewards Select Access Membership Upgrade on October 11, 2013, which contains a ten (10) day right of recession. The cost of the membership was $1,999.00 with a $99.00 down payment and eighteen (18) monthly payments of $114.56.

A review of the file shows that on November 14, 2013 Mrs. [redacted] contacted our agency and advised that she wished to cancel the above referenced membership because she could not find a vacation package that worked for her. The member was advised that she was outside of the rescission period and a refund could not be issued.

Based on our records, Mrs. [redacted] had several conversations with our agency on November 14, 2014 and confirmed that she understood that she would not receive a refund; however, she still wanted the membership cancelled and all future payments ceased.

Based upon Mrs [redacted] statements that she did not want to remain in the program and in the interest of customer satisfaction, we have decided to cancel the membership effective February 12, 2104 and a refund will be issued as requested for the December and January payments. The refunds will be processed in two separate transactions for $114.56 per payment; this includes the $9.00 processing fees. The refund will be 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 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

Re: [redacted] Case # [redacted] Dear Ms. [redacted]: 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. Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade. The cost was $2,999.00 which was paid in full at the time of purchase. Based upon Mr. [redacted]’s request to no longer remain in the program, and that his original request was received within the rescission period, we have cancelled his membership upgrade effective January 29, 2015 and issued a full refund. Although our records show the account was cancelled, our system did not complete the refund. I have manually completed the refund today to Mr. [redacted]'s star card we have on file. Please note the refund can take approximately three (3) to five (5) business days to post to his account depending on the financial institution Mr. [redacted] banks with. I have also reached out to Mr. [redacted], apologized for the delay, provided him with a cancellation number, and also my contact information, should he have any further concerns. 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 cancelled the service (Preferred Billing for [redacted], which is serviced/marketed through [redacted] & [redacted]), but it was never cancelled on their end, so we were being charged a monthly fee and our deposit, which was supposed to be refunded when we cancelled. It was difficult getting a hold of someone to sort it out. Also, the sales process was quite pushy, in my opinion.

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, On June 21, 2014 the [redacted] purchased a Princess Cruise on the Island Princess, which departed from Barcelona on June 3, 2015. They used their week exchange through Westgate Cruise and Travel. The cost of the cruise was $1,554.95 to include $194.95 paid to Our Vacation Center. In addition, CSA Travel Protection was purchased at $120.00. It is Mr. [redacted] claim that he had to cancel the cruise, however, he was advised prior to cancellation that if he cancelled the cruise the insurance policy would be transferable to another cruise within two (2) years from the date of purchase. Upon cancellation the [redacted] indicate they learned the policy was not transferable due to the OVC penalty on the booking. In review, it is standard policy that the OVC deposit is forfeited in the event of a cancellation, this fact is evidenced by the recorded validation that was completed with Mrs. Tucker at the time of purchase. Additionally, in the event of a cancellation the insurance policy can be applied to another cruise booking providing the reservation has not gone into any form of penalty. In the [redacted] case they were not in penalty with Princess, however, their OVC deposit was penalized upon cancellation. The agent they spoke with had indeed misinformed them about being able to transfer their insurance policy to a new cruise booking. As a result of the incorrect information we have refunded the $194.95 to the Tucker’s. They can use the policy on another cruise booking, however, the policy must be applied within twenty-four (24) months and can only be used with a booking made through our agency. We have made contact with the [redacted] and advised them of the refund and information about using their policy toward a future cruise booking, which they have accepted as a 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. Best Regards, [redacted] Resolution Specialist Office of the President

Re: [redacted] Dear Sir or 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] package on February 25, 2014. The cost was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00 until the membership was paid in full. As of today’s date, a total of $749.00 has been paid. According to our records, on October 7, 2014 [redacted] contacted our agency to advise that she wished to cancel the package due to financial hardship related to a medical disability. She was informed by one of our finance agents that we were unable to cancel the package; however, we had some options that may help her: extend the payment date, reduce the next three (3) payments by half the amount, participate in the hardship program, or cancel the package without a refund. [redacted] stated she needed to speak with someone about her options and would contact our agency back. As a courtesy the finance agent skipped the October payment until the customer had an opportunity to explore her options. Our agency did not receive a follow up from [redacted] until November 28, 2014. On that day she spoke with one of our agents and advised that she had opted to cancel the package with no refund, however, she had been charged her November payment for $75.00. In efforts to resolve this matter, we will cancel the package effective December 11, 2014 with no refund as agreed upon by [redacted], however, we will issue a refund for the month of November for $75.00 as this payment was processed after the previous options were offered to [redacted]. The refund will be issued back to the credit card we have on file and will take approximately seven (7) to ten (10) business days to receive depending on her financial banking institution. 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 had contacted the company several times in which I was placed on hold considerable amounts of time (hours) after which I spoke to a supervisor who said he was going to further look into the incident. He was unable to resolve the issue and blamed me for the dispute.I was completely unable to book the reservation online, due to the fact that I was using a specialty credit card that does not include an expiration date or security code, and the website required both those for online checkout.The time I purchased the reservation I was unaware of the cancelation policy, and I was told that the cost was going to be significantly less.I personally contacted the hotel that the reservation was made for, and they told me that if I had booked through them I would have been able to cancel the issue due to my circumstances, but because I had booked through the website I used I was unable to.

Regards,

Dear Sir or Madam: We would like to thank you for bringing Mr. [redacted]’ rebuttal letter to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed his claims and this matter further and would like to provide you with our analysis and findings of this matter. As he indicated in the original complaint, Mr. [redacted] made the hotel reservation on line after experiencing some errors with his credit card. During the booking process Mr. [redacted]’s was required to check the box relating to his understanding of the cancellation terms and conditions; had this box not been checked the reservation could not have been completed. In review, our records reflect that Mr. [redacted] spoke to a supervisor who attempted to assist with his cancellation request. During the conversation Mr. [redacted] was advised that our supplier had been contacted and per the hotel’s cancellation policy if the reservation was cancelled it would be a 100% penalty of the total rate paid. The supervisor also made contact with the hotel directly and was advised that Mrs. [redacted] has also contacted the hotel and was informed that he booked a non-refundable rate. Prior to the ending of the call Mr. [redacted] asked the supervisor if the dates could be changed on the reservation and he was advised that they could not be changed. The supervisor notes that Mr. [redacted] was seemingly frustrated by the situation but indicated that since nothing could be done he would have to work something out. Based upon these facts our position on this matter remains the same. The reservation was booked on line and the pricing for the booked stay was agreed upon at the time of payment. All of the terms and conditions and cancellation policies were acknowledged by Mr. [redacted] at the time the reservation was booked. Mr. [redacted] received the appropriate confirmations associated with his travel arrangements via the email address he provided. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted]Resolution Specialist Office of the President

March 4, 2016

Re[redacted] Case No. [redacted] Dear Sir or 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 concerning this matter.

Our records indicate that Ms. ** received $200.00 in Savings Credits when she signed up at the Fiesta Mall to receive information on future travel. Those savings credits were added to her account number [redacted] on January 10, 2016 and will expire on January 10, 2017. Ms. ** can use the savings credits for her future travel and can access those savings credits on the website at [redacted]. Her Member ID is her email address and her password is the last 4 digits of her phone number.

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

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, [redacted] and [redacted] purchased two (2) RCI Registry Vacations Memberships; the first in April 2011 and the second in March 2013. The membership purchased in 2011, cost $2,195.00 with a down payment of $295.00 and eighteen (18) monthly payments of $113.55 until the membership was paid in full. This membership was paid in full on August 9, 2012 and expired on October 6, 2012. The membership purchased in 2013, cost $3,199.00 with a down payment of $199.00 and eighteen (18) monthly payments of $136.78. At the time of purchase an unused Resort Certificate was also applied toward the down payment from the aforementioned expired membership. The value of said certificate was $700.00. Additionally, there were six (6) monthly payments of $136.78 paid toward the membership totaling $820.68; prior to the cancellation of the membership on October 4, 2013. The membership was subsequently cancelled with no refund and all future payments have been ceased on the account. We have had an opportunity to speak with [redacted], who filed the complaint on behalf of her parents [redacted] and [redacted]. Mrs. [redacted] was provided the information regarding the two (2) memberships outlined above. After carefully explaining to Mrs. [redacted] the history of the membership purchases and the reason her refund request was denied in this matter; Mrs. [redacted] has advised that she is rescinding her request for a refund in this matter. Our agency is currently communicating with Mrs. [redacted]. She and her husband are considering taking over the account at this time. We have offered them the option of paying the balance owed on the membership and reinstating the account for a fee. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Re: [redacted] # [redacted] Dear Ms. [redacted]: 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. Our records indicate that Mr. [redacted] purchased a [redacted] Rewards Select Access membership upgrade on April 30, 2014. The cost was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00 per month. Our records indicate that on May 30, 2014, Mr. [redacted] called in and spoke to one of our customer service agents and indicated that he wanted to cancel his membership, due to financial issues. The customer service agent let him know that we could assist him with lowering his payments and/or skipping a payment. He declined and reiterated that he still wanted to cancel. He was informed that due to the fact that he was clearly outside the cancellation period, we would cancel the membership with no refund, and he would forfeit any funds already paid into the membership. He did not want to lose the funds, so he decided to move forward with the reduced payments. Mr. [redacted] called back later, on October 9, 2014, indicating that he would still like to cancel. He was told at that time, his membership would be cancelled, there would be no future payments, and the funds paid to date in the amount of $626.00, would be forfeited. Unfortunately, his membership was inadvertently not cancelled and an additional payment was charged to his credit card. The payment of $159.00 charged on October 21, 2014 has already been reversed and refunded back to his credit card. I called and spoke to Mr. [redacted], today, and apologized for the delay in cancelling his membership. I also advised him that due to the delay, and in the interest of customer satisfaction, that we have cancelled the membership today and refunding him the amount of $626.00 paid in to the account. He was very appreciative and accepted that as settlement of his complaint. Mr. [redacted] is aware that it may take up to seven (7) to ten (10) business for the funds to show up in his account depending on the banking institution he uses. 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] Case # [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.As mentioned in my previous correspondence dated January 25, 2016, Ms[redacted] was refunded for her entire 3 night stay at the Holiday Inn. She was refunded her two (2) **yaway payments from our company, as well as the $678.00 she was charged by the hotel on her departure.In order for Ms. [redacted]s to have her 20,000 points reinstated, she would have to contact our company and pay the fee for her 3 night stay. This fee would be $678.00. I have reached out to Ms. [redacted] but have not heard back from her. Ms. [redacted] can contact me at the following number to pay for her stay and I will be happy to reinstate her points. I can be reached at [redacted], extension [redacted] If we do not hear from Ms. [redacted] we will consider this issue closed.We would like to thank you for allowing us to c**rify the status of this matter by providing us with the opportunity to exp**in the additional facts involved.Sincerely, Jannelle [redacted] Resolution Specialist Office of the PresidentTell us why here...

June 15,  2016Re:  Seong L** Case  # [redacted]Dear Sir or Madam:Our records indicate that Mr. L** purchased a Government Vacation Rewards Select Access membership upgrade on June 12, 2014.  The cost of the upgrade was $2,999.00.  Mr. L** paid his account...

in full on the date of purchase. 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 June 12, 2014 at 9:54 AM, the validator Dametrius, advised Mr. L** that he would have two (2) years of uninterrupted service and he would receive 150,000 points to be used towards booking his vacations.  Mr. L** was also informed that the 150,000 points would expire in two (2) years from the date of purchase.  The validator further informed Mr. L** that by purchasing the upgraded membership, he would be securing the annual renewal f** of $29.00 for the next eight (8) years, which would provide him a ten (10) year membership. Dametrius asked Mr. L** if he understood these terms, and Mr. L** answered in the affirmative.Our records further indicate that Mr. L**’s points expired midnight of June 11, 2016.  However, in the interest of customer satisfaction, we have extended Mr. L**’s points for one (1) year from today.  Mr. L**’s points will expire at midnight on June 14, 2017.  Mr. L** can travel past that date; however, he will have to have his vacations booked by midnight of June 14, 2017, if he is using the points.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

Re: [redacted] Case # 10957785

Dear Sir or Madame:

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.

Our records indicate that Ms. [redacted] did change the name on the account from [redacted] to Buy Cheap Central and she changed the email on the account from [redacted]@Gmail.com to [redacted]. According to the New York State Divisions of Corporations, it shows Ms. [redacted] as the CEO of Buy Cheap Central. Ms. [redacted] clearly violated the terms and conditions of her membership.

We have reviewed Ms. [redacted] concerns further and, at this time, our company’s position remains the same on this matter.

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,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Re: Dean [redacted] Case # [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] was indeed double charged. We have contacted [redacted]e, and they have refunded the amount of $140.87 to Mr. [redacted]s credit card ending in XXX - - - - [redacted] effective today. Please allow seven (7) to ten (10) days for the refund to post depending on the institution Mr. [redacted] banks with.

We certainly apologize for the inconvenience to Mr. [redacted] and have added $50.00 in Vacation Cash to his account for use with his future vacation bookings.

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

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 2/15/2014  for the business to perform this action and, if it does, will consider this complaint resolved.  $ 181.99 should be returned to my credit card account by then.

Regards,

A year ago my husband and I created a login on a free vacation search website for military members just to check prices for a possible hotel discount. Today I received a call from a local number. I answered, assuming it was the school. Instead, it was someone who did not initially identify themselves that sounded urgent, asking to speak to my husband, who is again deployed. For twenty minutes, I was on the phone listening to spiel and at the end after being explained about their affiliation with the [redacted] (a for-profit charity) and the [redacted] (a credit card company that we have had bad experiences with in the past), I was asked how I would be paying the nearly $3,000 fee. I explained I wasn't - we don't have the money for any vacations, let alone a $3,000 up front fee for anything when we don't even know where we'll be in a year. Despite me explaining that I would not be able to pay anything at all to this program as we could not afford it, I had to listen to financing options and attempts at goading me into signing up for the program. I felt extremely uncomfortable.
My biggest question is to how an Arizona company can use a local number (states away) to contact people in that area. While claiming to want to benefit soldiers, it seems as if they are preying on them. If you are uncomfortable, stand firm and do not give in to sales pushes.