International Cruise & Excursion Gallery, Inc.

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

and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] purchased a Sears Vacation Membership on March 19, 2015.  The cost of this membership was $1,999.00 with a down payment of $99.00 and eighteen (18) payments of $114.56 per month. As standard policy, we conduct a sales validation, at time of sale, which outlines the details of the vacation package, as well as provide the email addresses and passwords for the websites Mr. [redacted] made reference to in his complaint.  One address is for the vacation package itself, including certificates, resort and hotel information, and shopping information.  This website allows Mr. [redacted] to book his vacations and merchandise directly from the web site.  The other website is for Mr. [redacted] to manage his payments. As standard policy, we also mail a Welcome Letter and any other pertinent paperwork to the member at the address that is verified during the validation process.  Mr. [redacted] Welcome Letter was mailed to him on March 23, 2015 at the address listed on his complaint. Based upon Mr. [redacted] request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective August 3, 2015 and issued a full refund.  The refund will be for the original down payment of $99.00, plus three (3) payments of $114.56.  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 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,   [redacted] Resolution Specialist Office of the President

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, on August 6, 2014 [redacted] purchased a Government Vacation Rewards Membership. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.  It is with our understanding that [redacted] requested to cancel the membership on December 2, 2014, due to some unforeseen medical expenses and as a result he had run into a financial hardship.  Our records, indicate that [redacted] completed a sales validation at the time of purchase. He was advised at that time he could review the terms and conditions and the benefits of the program via the Government Vacations Rewards website.  On the website it does indicate that the membership can be cancelled within ten (10) days of purchase to receive a full refund. We have no record that [redacted] exercised this option within the recession period.  As a goodwill gesture and in the interest of customer satisfaction, our agency granted [redacted] a partial refund of the membership on January 2, 2015. We refunded $1,583.32, which was the amount paid to pay the membership in full. We retained the $99.00 deposit and three (3) monthly payments of $114.56 each as he did not cancel the package within the 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

I should have read reviews first. DO NOT do any business with this company. DO NOT give them your credit card information. I cancelled my membership within the required legal timeframe however they are not acknowledging my emailed cancellation. They keep charging my credit card and will not stop harassing me by phone. I have disputed all charges with my bank and filed a complaint with the Revdex.com so hoping to get them to leave me alone. I have all the emails back and forth showing my cancellation. They will harass you to no end. They need to be put out of business.

We contacted RCI, Our Vacation Center in January 2016 to get pricing on a cruise and I spoke to Gary R[redacted] and told him I wasn't ready to book yet, we were meeting with friends and they were getting pricing from their travel agent. Mr. R[redacted] was scheduled to be off the day we were meeting with our friends but said he would call me. He called me at 5:15 p.m. and I put him on speaker phone so our friends could hear the conversation. I told him we were going to book with their travel agent, the price was cheaper and they were offering a $300 on-board credit, RCI, Our Vacation was offering a $325 coupon book. Mr. R[redacted] said he could match the price and the on-board credit. Since he was on the phone, and my husband and I have been members of RCI for over 12 years and have never had a problem with RCI we booked through him. He matched the price but not the on-board credit. When we signed onto Princess to put in our travel information and book excursions we noticed that the on-board credit was not showing up. I called Mr. R[redacted] but he was not available and spoke to another rep and was told that the credit would should up the first day of the cruise. Our cruise was in September 2016 and the on-board credit never showed up. I call RCI twice while on the cruise asking where the $300 on-board credit was and because Mr. R[redacted] called from his cell phone, our conversation was not recorded, they could not verify the $300 on-board credit. I was told the offer was a $325 coupon book. Mr. R[redacted] was to match what the other agency was offering. I reiterated more than once to him the price and the $300 on-board credit before booking with him. If he was not able to give me the $300 on-board credit he should have told me that and I would have booked with the other agency. When I spoke to 2 supervisors they said they would listen to the tapes and if that is what was said they would honor the $300 on-board credit. There was no tape when I booked due to Mr. R[redacted] calling from his cell phone. I would not recommend booking through this company.

Re: [redacted] Dear Ms. [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 a [redacted] Registry Vacation Package on March 5, 2014. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00. Based upon our records [redacted] made the initial deposit for a package of $149.00, but when the first payment was due in April 2014 the payment came back as unauthorized. The payments went unauthorized through the May 13, 2014. On May 13, 2014 [redacted] contacted our agency and advised she wished to cancel the package. On May 14, 2014 [redacted] spoke with [redacted] and informed her that the account would not be cancelled as she was outside of the ten (10) day rescission period and was advised a supervisor would follow up with her to further discuss the matter. The supervisor did attempt to reach the customer on May 16, 2014 and left a message at the home number for the customer. On May 24, 2014 our Finance Department attempted to re-run the customer's credit card to collect the past due April and May payments. We successfully collected a payment of $75.00 on May 24, 2014. The initial payment for June came back as unauthorized on the date due. We attempted to collect the payment again on June 16, 2014 and was able to successfully process a payment for $75.00 to cover the May payment. Based on the history of unauthorized charges the account was cancelled on June 23, 2014 with no refund. The customer was outside of the rescission when she made the initial request to cancel in May and was not entitled to a refund when the account was cancelled on June 23, 2014. However, in the interest of customer satisfaction, we will issue a full refund for $299.00. 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 [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 [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 four (4) airline tickets through our agency departing on [redacted] on November 20, 2014 and returning November 30, 2014 on the same airline. The total cost service charge for the tickets was $3,311.92.00. Based on our information, [redacted] contacted our agency on July 14, 2014 and requested to have the aforementioned flights cancelled. Upon cancellation [redacted] indicated he needed to have a confirmation sent to him via email to confirm the cancellation for insurance purposes. According to the [redacted] ticket policy, [redacted] incurred a $300.00 per ticket cancellation fee for a total of $1,200.00. As of August 4, 2014 we submitted a refund to the member via check ([redacted]) in the amount of $2,111.92. The check was sent to [redacted] via [redacted] Overnight on August 4, 2014; tracking number [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

March 5, 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 Sears Vacations Elite Package in March, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and ten (10) monthly payments of $112.50, which does not include the $9.00 processing fee per payment. This transaction comes with a ten (10) day right of recession.

A review of the file shows that on July 22, 2103 Ms. [redacted] contacted us to make a reservation at the [redacted] in Seattle. On August 13, 2013 Ms. [redacted] also contacted us to make a reservation at the [redacted] in Las Vegas. Both of these reservations were later cancelled by the customer.

On February 25, 2014 Mrs. [redacted] submitted a request to cancel the above referenced vacation package. Mrs. [redacted] indicated that she was not financially prepared to pay for the package.

Based upon Mrs. [redacted] statements she does not want to remain in the program and in the interest of customer satisfaction, we have agreed to cancel the package effective March 5, 2014 and a refund will be issued for $1,319.00. The refund(s) will be issued back to the credit card we have on file ending in xxxx—[redacted]; please note that the refunds will be processed in separate transactions and can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs. [redacted] banks with.

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

Best Regards,

 Resolution Specialist

Office of the President

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

you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] booked a reservation online on January 5, 2014 at the [redacted] in Steamboat Springs, Colorado. The travel dates were January 16, 2014 to January 20, 2014. The cost of the four (4) day stay in our system was $948.00. As part of the online booking process, Mr. [redacted] was advised of the hotel’s cancellation policy, specifically that if the reservation was cancelled he would be in full (100%) penalty. Mr. [redacted] was also advised of this when he received a confirmation for his reservation, which outlined the cancellation policies at the time of booking. On January 10, 2014 Mr. [redacted] contacted our agency to advise that he wanted to cancel the above referenced booking that he made online. In review, we reached out to Mr. [redacted] on January 17, 2014 to obtain additional information regarding the pricing dispute; however, we have not received a return call from him to date. Based on our findings Mr. [redacted] made a reservation via the web at which time he received a confirmation outlining the cancellation policies. The policies indicated that in this instance he had booked a stay that was immediately non-refundable. 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

July 13, 2016Re: [redacted], Case # [redacted] Our Account ID # [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] made a reservation on May 8, 2016, to stay at the Hotel – [redacted], San Antonio NW, commencing July 2, 2016.  This reservation was made online using her Sears membership as captioned above.Ms. [redacted] brought to our attention the fact that the hotel was involved in some construction during her stay that made it extremely difficult for her to enjoy the vacation.  We were able to reach out to our supplier and the hotel, and due to the inconveniences Ms. [redacted] experienced during her stay, the hotel agreed refund Ms. [redacted] in full.We have advised Ms. [redacted] that she will be receiving a full refund in the amount of $345.82.  The refund was issued July 12, 2016 to Ms. [redacted]’s [redacted] ending in XXXX - - - - [redacted].  Please allow seven (7) to ten (10) business days for the refund to post depending on the financial institution Ms. [redacted] banks with.  Ms. [redacted] was happy with the resolution and thanked us for following up with her.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

Tell us why here...Re: [redacted] Dear Sir / 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 flights through our agency on [redacted] Airlines departing November 8, 2015 and returning November 15, 2015. The cost of the flights were $1,832.87.

It is Mrs. [redacted] claim that she booked the flights through our agency, however, significant modification were made to the reservation by the airlines, which resulted in her not being able to travel on the flights. Subsequently, the flights were cancelled and a refund was issued for the cost of the flights. Mrs. [redacted] asserts that thirty days following the cancellation she had not received the refund. She has requested to have the funds credit back to her Military Star Card.

Upon review, it appears on November 30, 2015, our agent M. Barajas attempted to refund charge through our refund system, but the system gave an error response and the account was not credited. When the member called in again on December 22, 2015, the error had been detected and at that time it was reported to the Finance Department. Our agents worked with the Finance Department, and the refund for $1,832.87 was successfully processed on December 27, 2015 to Mrs. [redacted] military star card. The refund can take approximately seven (7) to ten (10) business days to be credited to the 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,

Shannon P[redacted]

Resolution Specialist

Office of the President

[redacted]  [redacted]

.

I have reviewed the response made by the business in reference to complaint ID [redacted],  has been resolved to my complete satisfaction

Regards,

Good Morning [redacted],

 

Our Finance Department  researched the refund.  On March 31, 2014 the refund of $184.00 was applied back to the credit card used for the purchase. However, there was an error and the refund could not be processed at that time.  Since then, we discovered that Mr. [redacted] had been charged an additional monthly payment.  On April 23, 2014, our finance department successfully processed a refund of $229.00 back to Mr. [redacted]’s credit card.  The refund includes the down payment of $49.00 and 4 monthly payments of $45.00.  Mr. [redacted] should allow 5-7 business days for the refund to appear on his credit card statement.

 

Thank you,

 

[redacted] | Legal Affairs Office Manager & Paralegal

International Cruise & Excursions, Inc.

[redacted] | [redacted], Arizona [redacted]

O-[redacted]| F – [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. We reviewed Ms. [redacted]’s concerns further and offer the following.  In Ms. [redacted]’s rebuttal complaint she indicated, in her opinion, that Mr. [redacted] did not return her calls and this resulted in her not getting a refund.  Our records indicate that on numerous occasions, Mr. [redacted] did, in-fact, call Ms. [redacted] at the number currently listed on her complaint.  Unfortunately, he was unable to reach her and had to leave messages for her so she could return his call.  Each attempt Mr. [redacted] made was captured on a recorded line.  Mr. [redacted] identified himself and left his contact information for Ms. [redacted] to call him back. As previously mentioned in our original response, we refunded the out of pocket cost of $7.80, refunded the 70,000 points, plus added an additional 10,000 points to her account.  The membership upgrade was purchased on February 18, 2013, and is clearly outside the ten (10) day rescission period for any refund.  Therefore, at this time, our position remains the same. We would like to thank you for the opportunity to clarify the status of this matter by allowing us to provide additional details. Sincerely, [redacted] 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 received the promised refund and consider this complaint resolved.

Regards,

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 Government Vacations Rewards Select Access extension on January 22, 2015. The cost of the extension was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78. Based on [redacted] inquiry she indicated that she purchased the extension and agreed to the down payment and the monthly payments associated with the program. During the initial sales call she stated she was advised that she would have a personal concierge who would assist with her vacation needs and she would be able to receive all-inclusive benefits, to include airfare, stay, and meals. In review, [redacted] made contact with our agency to take advantage of the program benefits and to utilize the assistance of a concierge and to inquire about booking a cruise vacation. She spoke with an agent who advised her that our agency does not offer personal concierge service and quoted her a price for airfare that was much higher than what was discussed at the time of purchase. [redacted] states she informed the agent that the vacation she was intending to book was for approx. 30 people. She was advised our agency offered the option of doing group bookings and she would have someone follow up with her the following day. Subsequently, [redacted] did not receive a call with information about the group rate. [redacted] also indicated that she contacted our agency to cancel the extension and was informed that a refund could not be issued. Based upon [redacted] statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the extension effective February 05, 2015 and a refund was issued for $99.00. 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 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] Case  # [redacted] Dear Sir or Madame: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] and [redacted] were enrolled with a two (2) year membership in the Government Vacation Rewards program on February 6, 2015. Our records indicate that on March 6, 2015, the [redacted] made a reservation to stay at the M-Star Hotel [redacted] Airport for three (3) days commencing April 16, 2015.  The cost of this stay was $228.00.  Records further indicate that on April 13, 2015 the [redacted] cancelled this reservation and the $228.00 was refunded to their Star Card ending in 8526. Unfortunately, due to a system error, this refund did not reach the bank, and therefore did not post to the [redacted] account.  I have contacted the Manager of our finance/accounting department and he has completed the refund manually effective July 1, 2015.  Please allow seven (7) to ten (10) days for the refund to post, depending on the particular institution the [redacted] bank 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 [redacted]: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our...

findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 16, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. The Government Vacation Rewards Select Access membership included 75,000 points, $2,000.00 in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a 7 day [redacted] or [redacted] Certificate, a 7 Day Preferred Inventory Resort and a $200 Cash Card. The complaint, filed by [redacted] indicates she felt misled while trying to book her cruise using her points and has requested to cancel her membership and receive a refund of all monies paid. I spoke to [redacted] on February 5, 2015 and apologized for any confusion and let her know that because she no longer wishes to remain in the program and in the interest of customer satisfaction, that we would certainly cancel her membership and issue her a full refund. We have cancelled the membership and issued the refund effective February 5, 2015 in the amount of $99.00 initial down payment, the three (3) monthly payments of $114.56 plus an additional lump sum payment of $500 totalling $713.56. The refund will be issued back to the star card we have on file. Please note that the refund can take approximately seven (7) to ten (10) days to receive depending on the financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Re: [redacted] # 10219020

Dear Ms. [redacted]:

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 Ms. [redacted] upgraded her Government Vacation Rewards membership on February 11, 2013 to a Select Access Membership. The cost of this upgrade was $1,499.00 payable with $149.00 down followed by twelve (12) payments of $121.50. This upgrade also included a 10 year renewal for $19.00 per year after the initial two (2) years.

According to our records, Ms. [redacted] account became delinquent due to a declined credit card. Notices were sent to the phone number listed on her account. Those notices were sent on the following dates:

March 8, 2013 November 21, 2013 February 26, 2014 April 17, 2014

March 11, 2013 December 11,2013 March 12, 2014 April 23, 2014

June 26, 2013 December 18, 2013 March 18, 2014 April 24, 2014

August 30, 2013 February 07, 2014 April 16, 2014

September 4, 2013 February 11, 2014

Ms. [redacted] account was placed in a written off status on June 9, 2014 with a balance owing of $778.50. Her Government Vacation Rewards Select Access Membership was deactivated at that time, which also included the deactivation of her 75,000 points. On August 6, 2014 Ms. [redacted] contacted our finance department, paid the balance of $778.50 in full and was able to utilize her account to book her air fare on August 22, 2014.

Ms. [redacted] points earned for the air fare booked on August 22, 2014 in the amount of 921 points have been added to her account. The 75,000 points have also been reactivated.

We certainly understand the delays were less than expected and we apologize for any inconvenience this matter has caused the member. Consequently, we have extended the expiration date of the 75,000 points from February 11, 2015 to February 11, 2025.

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

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 a Registry Vacations package on July 20, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00 At the time of purchase [redacted] was entitled to receive a complimentary 3-night hotel certificate and $150.00 in Vacation Cash. While reviewing this matter it appears the member’s cruise certificates was added to the account on April 23, 2014, however, it was under the Vacation Redemption Center account ([redacted]), which is the account the member will use when redeeming the cruise certificate. Furthermore, the $150.00 in Vacation Cash was applied the same day and was notated in the members main account ([redacted] ).When the member contacted our agency regarding this matter, the appropriate account was not being reviewed for the cruise certificate and vacation cash, thus causing the member to be incorrectly advised about the incentives she was to receive. Based on our review, [redacted] has an activated 3/4-day cruise certificate on her account ([redacted]), which expires November 12, 2014. Additionally, the $150.00 in Vacation Cash was applied to the account on April 24, 2014  ([redacted]). Please note that  the Vacation Cash is due to expire on April 24, 2015. [redacted] is eligible to redeem the certificate and Vacation Cash prior to the applicable expiration dates. She may contact our agency directly for assistance with redeeming the cash or certificate by contacting Customer Service at [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 [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.  The business has refunded the amount requested, and the complaint has been resolved to my satisfaction.

Regards,