International Cruise & Excursion Gallery, Inc.

Re: [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] completed an on line booking on September 6, 2014 for the [redacted] for 2 days starting January 24, 2015 to January 26, 2015. During this on line booking process [redacted] accepted and acknowledged that she understood the hotel cancellation policy. This policy indicated that [redacted] could cancel her reservation up to fourteen (14) days prior to check in, or be subject to a one night cancellation penalty fee. Our records indicate that [redacted] contacted our agency on January 20, 2015 indicating that she wanted to change her reservations. The agent explained that the procedure is to cancel the one reservation and rebook the new date. Unfortunately, [redacted] would be subject to the penalty as indicated on her receipt, as she was well with the fourteen (14) days. The agent phoned the resort direct, to see if we could receive an exception, and was told that the hotel would make the exception, however, there would be a charge of $69.04. [redacted] advised the agent not to do anything at this point, and she would call our agency back. [redacted] did call our agency again, on January 24, 2015, which was the day of check-in, to see about making the change, and, understandably, the hotel would no longer allow the exception they made on January 20, 2015. The hotel considered her a No Show, and her funds were forfeited. [redacted] was not happy with that decision, and proceeded to contact our agency several times trying to get a refund. [redacted] did speak to one of our supervisors, [redacted], on February 25, 2015 and were able to resolve her concerns. [redacted] contacted the Manager of the hotel and she agreed to make another exception, and only charge the one night penalty and refund the difference. A refund has been issued to [redacted] in the amount of $282.00 effective February 25, 2015. This refund was credited to the credit card [redacted] used for the initial booking. Please allow seven (7) to ten (10) days for the refund to post depending on the particular 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

Re: [redacted] Dear Ms. [redacted]: 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] Package on April 26, 2013. The cost was $1,999.00 with a down payment of $249.00 and twelve (12) monthly payments of $154.83. Based on the information reviewed, Mrs. [redacted] agreed to purchase the package, however, as a result of divorce; she was unable to maintain the monthly payments on the account. Mrs. [redacted] also asserts that she was not made aware of her cancellation options at the time of purchase. Our records reflect that Mrs. [redacted] completed the sales validation at, which time she was informed upon execution of her paid deposit she could log on to the website and review the full details and benefits of the program and the terms and conditions. The terms and conditions outline the rescission period to cancel and receive a full refund. Based upon Mrs. [redacted] statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective September 8, 2014 and a refund was issued for $1,321.00; the refund includes one (1) down payment for $249.00 and eight (8) monthly payments of $134.00. The refunds will be issued in separate transactions. The refund was 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 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, [redacted] Resolution Specialist Office of the President

Re: [redacted]

Dear Sir or Madam:

We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our...

findings and we would like to provide you with the facts and our resolution concerning this matter.

According to our records, Mrs. [redacted] attended our webinar presentation to learn more about vacation opportunities with [redacted] and as an incentive for attending she was to receive an 8-night resort certificate to a tropical resort.

Based on the information provided Mrs. [redacted] does not wish to vacation in [redacted]. We understand the offered location was not the expectation of Mrs. [redacted]; as a result she has requested a replacement certificate offering alternate vacation destinations.

In the best interest of customer satisfaction we have accommodated Mrs. [redacted]’s request and placed a certificate in her account for U.S. destinations. The terms and conditions of use are still applicable with the new certificate and any resort listed under the certificate is 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,

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]

March 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.

Based on our previous findings and at Mrs. [redacted]’s request, we have cancelled her Government Vacation Rewards membership as of March 11, 2014; however no refund can be issued. Mrs. [redacted] had a contractual opportunity to cancel her membership within (10) days of purchase to receive a full refund of any monies paid at that time. The cancellation request came approximately four (4) months after the purchase of the membership and the matter surrounding her experience at the hotel was unrelated to the purchase of the membership.

In reference to the conditions of the hotel, Mrs. [redacted] did not exercise her right to immediately contact our agency and make us aware of the issue with the accommodations. Had our agency been notified of the unsatisfactory conditions, we would have contacted the hotel on her behalf and facilitated a reasonable resolution in this matter; we were not afforded this opportunity to intervene as we were not notified of this matter in a timely manner.

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

Tell us why here...May 19, 2016

Re: [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 researched and...

documented our findings and we would like to provide you with additional details surrounding this matter.

According to our records, on April 16, 2016, Ms. [redacted] purchased a Sears vacations Select Access Membership. The cost of the membership was $1,499.00 including a down payment of $99.00 followed by eighteen (18) monthly payments of 89.78.

Ms. [redacted] claims that she attempted to contact our agency over the last several weeks to cancel the aforementioned membership, but has been unsuccessful. As a result she has reached out to the Revdex.com for assistance in obtaining a full refund and complete cancellation of the membership.

In review, we do not have any record of the customer making contact with our agency to cancel the membership in writing as outlined in the terms and conditions. We have reviewed all phone records and do not have any recorded calls noting a request to cancel the membership. However, in the interest of customer satisfaction we have cancelled the membership effective May 19, 2016. A full refund has been requested and will be processed back to the credit card we have on file ending in xxxx—[redacted] The refunds will be administered as two (2) separate transactions. Please allow seven (7) to ten (10) business days for the refunds to be credited to the account depending on the financial institution Ms. [redacted] banks with.

We apologize in advance for any inconvenience this matter may have caused. We would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Shannon P[redacted] Resolutions Specialist

Office of the President

Re: [redacted]

Dear Ms. [redacted]:

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 Direct Access Topaz Package on May 24, 2014. The price of the package was $1,999.00 with a down payment of $199.00 and thirty-six (36) monthly payments of $62.38. Mrs. [redacted] paid $100.00 toward the down payment with an agreement to pay the remaining $99.00 on June 3, 2014.

A review of the file shows on June 2, 2014 Mrs. [redacted] made contact with one of our agents and to discuss cancellation of the above referenced package but it was unclear that whether she intended to cancel the package. .

Based upon Mrs. [redacted]’s statements in her complaint, she did not desire to stay in the program and in the pursuit of client satisfaction, we have cancelled the package effective June 6, 2014 and a refund was refunded in the sum of $100.00. The refund was issued back to the credit card we have on file ending in xxxx—[redacted]; upon cancellation all benefits were forfeited and future payments have been cancelled. Please notice the refund can take approximately seven (7) to ten (10) business days to obtain 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

March 6, 2014

Re: [redacted]

Dear Ms. [redacted]:

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 researched reviewed and...

documented our findings the facts in this case and we would like to provide you with additional details surrounding our findings and resolution this of this matter.

We have conducted additional research into this matter and have has found the following: Mrs. [redacted] booked a resort reservation through [redacted] Cruise and Travel Collection on February 27, 2013. The stay was booked for the [redacted] Resort by [redacted] Vacations for a 1 Bedroom 1 Bath Oceanfront Condo with travel dates of March 9, 2013 to March 11, 2013. The cost to Mrs. [redacted] for the reservation was $162.00.

Our records indicate that on March 11, 2013 Mrs. [redacted] contacted our agency and spoke to [redacted] in our Travel Department and informed her that there had been a problem with the stay that was booked and the accommodations were unsatisfactory. Ms. [redacted] contacted our supplier and opened a ticket for the issue and was advised we would receive a response within 48 hours.

Records also indicate on March 15, 2013, Supervisor [redacted] contacted Mrs. [redacted] informing her that we had not received a response from the supplier resort with a resolution. Mr. [redacted] informed Mrs. [redacted] that we should have a resolution on the matter by Wednesday of the following week. Mrs. [redacted] indicated that she was fine with that and was pleased that the matter was being worked on.

On March 18, 2013 it appears that we still had not received a response from the supplier resort. Therefore, this matter was escalated to upper our management at which time it was determined that we would refund Mrs. [redacted] the $162.00 paid for the stay that was booked. A refund in the amount of $162.00 was processed back to her Visa credit card ending in xxxx—[redacted] exp. [redacted] on March 18, 2013.

At this time Mrs. [redacted] has been refunded all funds associated with the resort stay that was booked through our agency. We do not have record of an $85.00 charge in our system and unfortunately are unable to assist with issuing that refund that Mrs. [redacted] referred to in her complaint. Mrs. [redacted] will need to follow up with her financial institution to determine when the funds were credited back to her account.

We apologize in advance for any inconvenience this matter may have caused Mrs. [redacted] and we would like to thank you for the opportunity to address and resolve provide additional details surrounding this matter.

Best Regards,

 Resolutions Specialist

Office of the President

Please don't use this company. Save your money and go to the MWR not Government Vacation Rewards. This company gave us the bait and switch. We paid $1,499 and they abandoned us at old hotel. Them told us it was our fault that we didn't check out the hotel, they go by the ratings only. If you're reading this and the same thing happened to you please file a complaint with the [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,

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 our records [redacted] purchased an Explore Cruise and Travel Package. The cost of the package was 3,195.00 with a down payment of $195.00 and eighteen (18) monthly payments of $175.67. Based on the information provided in the inquiry she was unable to access the website after making her purchase. The member states she contacted our agency to rectify the issue, but was disconnected during one call and placed on hold for an extended period time during her second call. [redacted] is apprehensive about the program due her experience. Based upon [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 January 21, 2015 and a refund will be issued for $546.34. 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 [redacted] banks with and will be issued in three (3) separate refunds. . 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.The company response is not accurate at all & I have verified with my bank account and only $100 was refunded. This company has collected at least $360 since Nov 2014, so where is the rest of the funds?? This company is still playing games & full of BS!!!Regards,[redacted]

April 29, 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 researched and documented our findings and we would like to provide you with additional details surrounding this matter.

We have conducted additional research into this matter and as of today’s date 4/29/16 the refunds are currently sitting in [redacted]’s Settlement Account. I called and spoke with Adrian at [redacted] and he informed me that Mrs. [redacted] should contact 1.800.786.8787 for assistance in locating the funds. Our agency does not have access to that account or the ability to pull those funds back or determine the status. In the event [redacted] rejects Mrs. [redacted]’s request, then we can work with Mrs. [redacted] to remedy the situation.

We apologize for any inconvenience this matter may have caused Mr. [redacted] and certainly understand the frustration this situation has caused. Our agency has every intention of making this right and will continue to assist in any way we can to get Mrs. [redacted] her refunds. We would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Shannon P[redacted] Resolutions Specialist

Office of the President

Our response was larger than the word limit capacity. The response was sent to the [redacted] on Friday March 4th at 4:53pm. A costomer service member from the Revdex.com with be sending the response to you.
 
Thank...

you, 

Legal Office Assistant

It was only an option to Pre-Pay for this program. I do not understand why they cannot provide a refund of unearned monies paid. The first two years were FREE. I didn't know that their "So called" premium places were going to be complete "Dives". The first one booked, I booked for a friend to use, in January in Florida. I don't know if you are aware, January in Florida is pretty much booked up 100% for the mild winters. She had no choice,but to stay as we could not find any other place with any openings. 
When I went to Barbados, we went to the location and it was a complete dive, and was supposed to have A/C. I didn't have one working and it was almost 100% humid and over 85 degrees even in the evening time. I had to find another place to stay and it cost me $2,500 dollars out of pocket. Almost what I pre-paid for for entire life time of their dues. We were lucky it wasn't during the Prime season for Barbados, or getting a location would have been next to impossible.
Had, I not pre-paid, I would only be paying an annual fee, which would have started this year.
We have looked at their so called deals, and then went to look if we booked direct and the direct bookings were less expensive, too.
I don't think it is unreasonable for my request of a partial refund at worst. They have not been willing to work with me direct and totally cut me off to even make any requests.

Re: [redacted] Dear Ms. [redacted]: 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 Vacation Rewards Select Access Renewal April 16, 2014. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. Based on the information reviewed, Mr. [redacted] purchased the renewal and was entitled to 100,000 vacation points. The vacation plan program rules state that vacation points can be converted to into vacation cash and used after the membership has been paid in full. Our records reflect that the points conversion terms, outlined above, were not reviewed during the initial sales call. However, after to the salesportion of the call, the validation agent went over these terms very quickly. Therefore, we can understand that Mr. [redacted] may not have understood that the membership renewal needs to be paid in full ninety (90) days prior to the conversion of the points into vacation cash. This information was not thoroughly explained to Mr. Fordt until he attempted to make a reservation on August 20, 2014, at which time, he was advised his membership was not paid in full and he could not convert his points to vacation cash until that time. Based upon Mr. [redacted] experience, he indicated that did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective August 27, 2014 and a refund was issued for $557.24. The refund was issued back to the credit card we have on file. 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, [redacted] Resolution Specialist Office of the President

August 9, 2016 Re: [redacted] Case No. [redacted]  [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.We have researched this situation and it appears that the cancellation did take place on July 5, 2016, however, the complete process was not done properly.  This error caused the refund to not trigger for action.  This was realized and corrected on July 29, 2016 and the refund processed at that time.  Please allow seven (7) to ten (10) days from the date of cancellation, July 29, 2016 for the funds to post, depending on the financial institution Mr. [redacted] banks with.Please accept our sincere apologies for the delay in getting this issue resolved. 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

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. According to our records, [redacted] booked a hotel stay at the [redacted] and Suites in [redacted] with an arrival date of July 26, 2014. The cost of the stay was $341.00. Based on our review, [redacted] contacted by the property via email and was advise that she did not have a room reserved due to the fact that the property was no longer open. [redacted] contacted our agency to advise of her findings and was informed that she would be rebooked to the [redacted] in [redacted] along with other affected guests. Unfortunately, the member later learned that she was not on the resort’s confirmation list that was sent back to our agency and the member was not reconfirmed for the stay at [redacted]. As a result, [redacted] booked a stay on her own at the [redacted]. Based upon [redacted]’s experience she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective August 5, 2014 and a full refund was issued for $1,699.00. The refund was issued back to the credit card we have on file ending in xxxx—6567. We have also refunded the upgrade fee of $341.00 on July 30, 2014 to the same credit card on file. 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 Ms. [redacted]: 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 an RCI Package on March 3, 2015. The cost of the package was $2,599.00 with a down payment of $259.00 and eighteen (18) monthly payments of $139.00. It is Ms. [redacted]’s claim that she purchased the package and during the sales process, she was advised by her sales agent and two managers that she could cancel within ten (10) days. Ms. [redacted] states she reviewed the package with her husband and determined the package would not fit their vacation needs, therefore, she contacted her agent and left messages stating she wanted to cancel. Ms. [redacted] also disputed the charges for $259.00 and 139.00 with her bank. Subsequently, the charge for $139.00 was charged back to our agency May 6, 2015. The charge for $259.00 was charged backed on the same date; however, it was reversed. In review of our records, we spoke with Ms. [redacted] on April 29, 2015 and advised her that we were unable to locate any calls to our agency regarding the cancellation of her package. Furthermore, there were no voicemails retrieved requesting the cancellation of her package within the rescission period. 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 May 19, 2015 and a refund will be issued for $259.00. The refund will be issued back to the credit card we have on file ending in xxxx—3776. Please note that the refund 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. Best Regards, [redacted] Resolution Specialist Office of the President

Re: [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 and our resolution concerning this matter.

Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on August 29, 2015. The cost was $1,499.00 with a down payment of $99.00, followed by eighteen (18) monthly payments of $77.78.

As standard policy, we conduct a sales validation at time of sale that outlines the details of the vacation package. Unfortunately, Ms. [redacted]’s validation was not completed until September 3, 2015. During that validation, Ms. [redacted] was informed that she would be receiving an email within four (4) to six (6) weeks that would contain activation codes and information for her 7 day cruise certificate, and that she would need to activate the certificate within 30 days from receipt of the email. Furthermore, Ms. [redacted] also authorized the charge of the $99.00 down payment as well as the 18 monthly payments to be charged to her Visa card ending in XXXX 1802.

However, in the interest of customer satisfaction and based on Ms. [redacted]’s request to no longer remain in the program, we have cancelled her membership effective December 4, 2015, and have issued a full refund. The refund will be in the amount of the $99.00 down payment, plus an additional three (3) payments of $77.78, for a total of $332.34. Those funds will be credited to the aforementioned Visa card ending in XXXX 1802. Please note the refund can take approximately seven (7) to ten (10) business days to post to her 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 allowing us to explain the additional facts involved.

Sincerely,

Office of the President

International Cruise & Excursion Gallery, Inc.