International Cruise & Excursion Gallery, Inc.

I previously requested that they provide me with a monthly statement so I can monitor my balances  and they have refused to do so.  They informed me that they do not mail statements that everything is on line and if I'd like I can go online to get a copy.  The password they...

provided me is incorrect.  I am glad that they  have de-activated the card per my request and my complaint. I disagree with the payments have been anywhere between $69.05 to $169.05.  My payments have ranged from $200.00 to $100.00.

May 17, 2016

Re: [redacted] Case No. 11449522

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.

According to Ms. [redacted]’s complaint, she signed a contract while she was on vacation in Cabo. Ms. [redacted] has not purchased a membership through our company; however, we have a partnered relationship with Pueblo Bonito through our Lifestyle Collection.

Consequently, our company does not hold the contract referenced in Ms. [redacted]’s correspondence, nor have we received any of her payment. The request to cancel the contract needs to be sent directly to her home resort, Pueblo Bonito in Cabo.

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] # [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 Sears Registry Vacation Package on December 27, 2013. The cost was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00 per month. Currently his account has a balance of $675.00.

Based on our review, Mr. [redacted] indicated that he purchased the package with the intention of booking a European River cruise at no additional cost. During the sales call his, account manager, J. Knapp informed the member that European cruises were an included benefit under the program.

Mr. [redacted] states, that he accessed the website and reviewed the cruise options for a European cruise, at which time he learned there was an additional cost associated to book the vacation. Mr. [redacted] asserts that he was not advised of the additional cost above and beyond the government fees and port charges at the time of purchase.

Based on our sales process, we conduct a sales validation review in which the customer, Mr. [redacted] in this case, is advised that there are upgrade options available in addition to the government fees and port charges. The cost of the package includes his cruise and resort certificates along with other applicable benefits. The cost of the package does not cover the cost of a European cruise. There appears to have been a misunderstanding of how the information was delivered at the point of sale.

Based upon Mr. [redacted]’s statements, in which he requested a cancellation of the package and a full refund, in the interest of customer satisfaction, we have cancelled the membership effective September 29, 2014 and a refund will be issued for $842.00. The refunds will be issued in separate transactions to the credit card we have on file ending in xxxx—8844. Please note the refunds 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.

Sincerely,

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 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 / 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, on October 30, 2013 Mr. [redacted] purchased a Government Vacations Rewards Select Access Membership. The cost of the membership was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.  Additionally, Mr. [redacted] was entitled to renew his membership beginning the third (3) year with an annual renewal rate of $29.00.  The subsequent details would have been review with Mr. [redacted] at the time of purchase during the sales validation.  It is Mr. [redacted] claim that when he purchased the membership he was advised he would have enough points to take a vacation wherever he wanted.  He also stated that he would have to pay a small fee on his account each year, however, on the third year he was never charged the additional $29.00 fee, which resulted in his account being deactivated.  He made contact with our agency and learned that he could reactivate the account if he paid the renewal fee, but the points on the account were expired. Mr. [redacted] feels that our agency is operating under false business practices due to the circumstances.  He has requested that, we either refund him the money paid for the membership or have his points reinstated to use towards desired travel. In review, it appears Mr. [redacted] filed his inquiry with the Revdex.com on or about 12/16/15, however, we note that we spoke with Mr. [redacted] on 12/18/15 at which time we extended the points on the account for a week.  Mr. [redacted] successfully converted his points into $850.00 of Vacation Cash and booked flights on US Airlines from [redacted] to [redacted] for $832.00.  As of today’s date the balance of points on the account is 52. 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 SpecialistOffice 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,

Marieta W[redacted]

February 13, 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, Mrs. [redacted] purchased a Sears Vacations Package on April 22, 2013. The cost of the package was $2,499.00 with a down payment of $299.00 and twelve (12) monthly payments of $192.33.

A review of the file shows that on November 20, 2013 Mrs. [redacted] contacted our agency and advised that she wished to cancel the above referenced package because she was informed during the sales process that she would be able to use her cruise and resort certificates on a Disney Cruise and resort property at no additional charge.

Based on our records, Mrs. [redacted] had been advised during the sales process that there was a possibility that she would be able to find a Disney cruise using her cruise certificate at no cost; however, this was not guaranteed at that time of purchase.

Based upon Mrs. [redacted]’s statements 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 11, 2014 and a refund will be issued for $299.00. 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 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] became a member of Sears Vacations on July 1, 2015 receiving an introductory amount of 150 Savings Credits to be used towards booking her vacations.

Additionally, Ms. [redacted] booked a hotel reservation on July 1, 2015 using 98 of her savings credits. The balance owing on the booking was set up on the Sears Lay-A-Way plan payable at $52.30 per month.

Ms. [redacted] contacted our company on July 2, 2015 to cancel the reservation. The original deposit was refunded to Ms. Lewis. Unfortunately, the Lay-A-Way plan was not cancelled and consequently, her account was charged for two (2) monthly payments of $52.30 in July and August.

We sincerely apologize for this oversight, and have refunded the two (2) payments to Ms. [redacted] account ending in XXXX---- [redacted] on September 9, 2015. Please allow seven (7) to ten (10) days for the refunds to post, depending on the financial institution Ms. [redacted] banks with. The 98 savings credits have also been refunded to her 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.

Sincerely,

Resolution Specialist

Office of the President

Re: [redacted] Case # [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 and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a [redacted] Vacation Select Access Membership on July 10, 2015. The cost of this membership was $1,499.00 with a down payment of $149.00 and eighteen (18) payments of $87.00 per month. 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 effective July 17, 2015 and issued a refund of $149.00. The refund was issued to the credit card we have on file ending in xxxx—[redacted]. Please note the refunds can take approximately seven (7) to ten (10) business days to receive 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

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

matter.According to our records, Mr. [redacted] booked a cruise for [redacted] Cruise Line on the [redacted] departing February 28, 2015 to the Eastern Caribbean for seven (7) nights.Records reflect that, Mr. [redacted] booked the cruise using his cruise certificate, which afforded him a discount on the cruise. After applying the certificate he had an out of pocket expense of $1,659.37 plus the cost of insurance for $299.00.  Both of Mr. [redacted]’s balances were paid on February 14, 2014 at the time of booking. However, there was a balance owed on the booking by the agency for the use of the cruise certificate. The balance owing was due to [redacted] Cruise Line on December 15, 2014.Accordingly, on December 1, 2014 Mr. [redacted] contacted our agency to advise that he was trying to book a cabana ([redacted]) and pre-reserve some shore excursions, but he was unable to do so because our agency had not paid the final payment for the booking.  Our standard policy is the final payment is made on the booking from the agency approximately forty-five (45) days prior to the sailing date to the cruise line.In efforts to resolve this matter and in the interest of customer satisfaction, we made the final payment to [redacted] Cruise Line from our agency on December 4, 2014. The booking is paid in full and Mr. [redacted] should be able to pre-reserve his shore excursions and book the desired cabana based on availability.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 have reviewed the additional information provided by Mr. [redacted]. Mr. [redacted] indicated that he was told by a supervisor, at the resort, that under his reservation, he was booked for a sales event. Our records reflect that Mr. [redacted] booked the reservation on line on January 12, 2015. When booking online, Mr. [redacted] used his certificate included in his membership. Westgate did not pay for the trip. Patricia at the Westgate Towne Center front desk verified that Mr. [redacted] had completed his check in and received his room key. After checking in, he was introduced to a greeter, who provided him with a welcome package explaining the amenities available to him and offered him the opportunity to have a tour of the resort, to determine if he was interested in becoming an owner. A $25.00 refundable fee was assessed to secure his appointment to tour the property. Records indicate Mr. [redacted] took the tour, and upon completion of the tour, the fee was refunded to him. He was under no obligation to schedule the appointment. Mr. [redacted] had been previously talking to our customer service department, however, when he filed a complaint with the Revdex.com, his complaint was escalated to the Office of the President Resolution Department. We researched the complaint and responded in writing. Patricia confirmed that Mr. [redacted] stayed the entire week from February 14, 2015 through February 21, 2015. Our position remains the same on this matter and no refund will be issued. We have reinstated Mr. [redacted]’s resort certificate for six (6) months, which will allow him to book an additional week. Mr. [redacted] will need to book his vacation by November 28, 2015. 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

August 23, 2016Re: [redacted]Dear Sir/Madam:According to our records, Mr. [redacted] purchased a [redacted] Vacations Direct Access (SVDA) Membership on August 8, 2015.  The cost of the membership was $4,999.00 with a down payment of $1,667.00 and two (2) monthly payments...

of $1,666.00.Upon review, Mr. [redacted] notes in his inquiry that he had worked with agent A. P** to book his vacation to Cancun Mexico.  The records reflect that on August 16, 2016, the [redacted] was booked and the confirmation indicates there were two guests traveling.  However, the following day agent C. F[redacted] inquired about the number of guests that would be traveling to the resort as the original booking request indicated four (4) guests would be traveling to the resort. If there were additional guests traveling to the resort, there would be additional guest fees.  Mr. [redacted] indicated that he confirmed with A. P** at the time of booking there would be no extra fees or costs associated with the reservation.  Our records confirm there were only two people traveling to the resort and no extra fees were applied, but it was necessary for our agent to verify the number of guests traveling to assure the proper fees had been applied to the reservation. Subsequently, the reservation has been cancelled effective August 18, 2016. Unfortunately, Mr. [redacted] has used the membership to book a cruise and is presently outside of the rescission period.  The terms and conditions of their signed agreement states a customer may cancel their membership within three (3) days to receive a full refund.  Mr. [redacted] was furnished a copy of the signed agreement at the time of purchase. 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

Re: Trudy [redacted] File No.[redacted] Dear Ms. Glass: 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. Our records indicate that Mrs. [redacted] purchased a Cruise and Resort Vacation Package on October 10, 2013. The cost was $2,299.00 with a down payment of $99.00 and eighteen (18) monthly payments of $131.22. Mrs. [redacted] called our office on October 16, 2013 and paid her package in full, at that time. This vacation package allowed for vacations consisting of one 7 day cruise for two in an inside cabin, plus either a 7 day resort vacation or 2 – 3 night hotel stays. The cruise vacation being an open itinerary, required the members to pay the pass through fees at the time of booking, once the member determined which cruise they wanted. These pass through fees included port fees, government taxes, and booking fee, as reviewed and agreed upon by Mrs. [redacted] during the recorded validation, at time of sale. Mrs. [redacted] did book a 7 day cruise to the Western Caribbean. She was able to book a balcony cabin at no additional charge, and paid her pass through fees at time of booking, as required. Mrs. [redacted] also elected to purchase the travel protection insurance for her cruise. I have spoken to Mr. [redacted] who acknowledged the fact that they did book the cruise and he is satisfied with that booking. They received a balcony, at no additional charge, and the only other fees were for the aforementioned pass through fees, as well as the travel protection insurance. In our attempt to reach a satisfactory resolution, Mr. [redacted] decided to cancel the reservation to the Acapulco Hotel & Resort and rebook at a later date. The $59 cost for the insurance as well as the $119.20 upgrade charges for the hotel have been returned to their credit card. We have also agreed to extended the expiration date on the resort/hotel certificates for an additional 6 months, to October 10, 2015 and provided Mr. and Mrs. [redacted] $100 in Vacation Cash to use when booking their land stay. He was very appreciative for the follow up and 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

February 19, 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, on February 13, 2014 Mrs. [redacted] contacted our agency and completed a sales call with our sales representative, Ms. [redacted]. During the call the customer was informed that she could purchase a vacation package for thirty-five (35) years at $1,999.00 and receive $2,000 in Savings Credits. Unfortunately, this package had been recently discontinued and was no longer available to be sold. As a result we could not honor the original offer as a thirty-five (35) year package. The sales representative and her supervisor tried to explain this to Mrs. [redacted].

Due to the error, we have honored Mrs. [redacted]’s request to purchase the package for fifteen (15) years for $1,999.00. As a courtesy the $9.00 processing fee was waived per payment and we applied the $2,000 in Savings Credits to her account as originally offered.

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: Erika Shaffe[redacted] Dear Sir / 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 Government Vacations Rewards Select Access Membership on December 30, 2016. The cost of the membership was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. The membership also included 75,000 Reward Points, $2,000.00 Savings Credits, and $29.00 Annual Renewal.

It is the claim of Mrs. [redacted] that at the time of purchase she was advised that she could use her Savings Credits toward Disney tickets and she could book accommodations for 6 people and only pay the taxes and fees. Subsequently, when she booked the hotel stay she was informed there would be additional charges in excess of $445.00. Furthermore, the Savings Credits cannot be applied to the Disney tickets as verified in the sales call that occurred between her and R. Rhodes on December 30, 2014.

Since receipt of Mrs. [redacted]’s complaint our agency has attempted to reach the member to address her concerns, however, we have not successfully made contact. Our latest attempt occurred on February 22, 20116, at which time we left her a message at her home number requesting that she contact our agency to further discuss. We are requesting Mrs. [redacted] contact our agency at 1.[redacted] and speak with Edgard G., who is a Supervisor that will be working with Mrs. [redacted] to resolve her 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.

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

March 4, 2016

Re[redacted] Dear Sir / 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.

We have reviewed the additional correspondence from Mrs. [redacted] and understand from her recollection there were several conversations that ensued in purchasing the membership from Government Vacation Rewards, however, in efforts to hopefully amicably resolve Mrs. [redacted]’s concerns, we are requesting Mrs. [redacted] contact our agency at [redacted] and speak with Edgard G., who is the Supervisor that will be working with Mrs. [redacted] in resolving this matter.

It is our goal to provide our members with the “Best Customer Service”. On behalf of our agency we will continue to strive to deliver you with the best quality and service in a friendly and professional manner. Once again, we apologize for inconvenience and frustration this may have caused Mrs. [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,

Shannon P[redacted]

Resolution Specialist

Office of the President

I I apologize for the incorrect information. The account number is [redacted] T The account is in my wife's name Kristin MacDonald. Her email address is [redacted] our phone number is [redacted] This complaint is in reference to RCA booking confirmation number [redacted] Thank you for your help.

Tell us why here...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] contacted our company on June 12, 2015 and booked a twelve day cruise from Venice to Barcelona. During the booking process, the agent, [redacted], presented four (4) special promotions that the cruise line was offering at that time. Ms. [redacted] could select one of the following promotions: (i) $75.00 excursion credit per port with 9 ports for a total of $675.00, or an (ii) Ultimate Dining Package, or an (iii) Ultimate Beverage Package, or (iv) 250 minutes of free WIFI.

Ms. [redacted] told [redacted] she and her husband did not drink alcohol, so they would like promotion number one (i), the $75.00 per port excursion credit.

According to Ms. [redacted]’s claim, she booked five (5) shore excursions and she received the credit for four (4) of the excursions for a total of $300.00. In a review of the promotion from the cruise line, the promotion was for a maximum of four (4) ports. Unfortunately the booking agent did not inform Ms. [redacted] of that restriction. We are therefore honoring the verbal agreement by the booking agent, and have issued Ms. [redacted] an additional $75.00. This $75.00 represents the fifth port, as she has already received the credit for the first four ports. The $75.00 will be issued in the form of a check mailed to the address we currently have on file. Please allow seven (7) to ten (10) business days for receipt of the refund.

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

[redacted]Re: E[redacted] - Case # [redacted]

We would like to thank you for bringing Ms. E[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 Vacations Direct Access Membership on November 18, 2015. The cost of the membership was $5,999.00, with a down payment of $599.00, followed by thirty-six (36) monthly payments of $187.14.

Our records indicate that Ms. [redacted] contacted our company on or about November 23, 2015, to use one of her land certificates and make a reservation for a 7 night stay at an All-Inclusive resort for 2 adults and a 7 year old child. While we had options available, Ms. [redacted] did not want to pay any additional upgrade charges and the value of her certificate was not sufficient to cover all the costs of the stay including the all-inclusive fees.

Ms. B[redacted] further felt she was not getting the value that she expected out of the membership and requested to cancel her membership and receive a refund. When Ms. [redacted] was informed by the customer service agent that she was outside the rescission period for a full refund, she contacted her credit card company and cancelled her card and filed a dispute for the charges.

Although Ms. [redacted]s is outside the rescission period, in the interest of customer satisfaction, we have cancelled the membership effective today and issued a full refund in the amount of $599.00. Please allow seven (7) to ten (10) days for the refund to post depending upon the financial institution Ms. [redacted] banks with.

We would like to thank you for the opportunity to clarify the status of this matter by allowing us the opportunity to provide and explain the additional facts involved.

Sincerely,

Jannelle Bro[redacted]