International Cruise & Excursion Gallery, Inc.

November 21, 2016Re:  [redacted] # 11824800 Our Account # [redacted]Dear Sir / 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.Our records indicate that on October 18, 2016, Mr. [redacted] purchased a [redacted] Privileges membership.  The cost of the membership was $1,995.00 with a down payment of $495.00 followed by six (6) payments of $250.00 per month.We have reached out to Mr. [redacted] to apologize for any delay in cancelling his membership and issuing a full refund.  His account has been cancelled effective November 15, 2016.  The down payment of $495.00 and the first payment of $250.00 were refunded to his original credit card ending in XXXX - - - - [redacted]  Please allow seven (7) to ten (10) days for the funds to post to his account depending on the financial institution Mr. [redacted] banks with.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Sincerely, Jannelle B[redacted] Resolution Specialist Office of the President

September 8, 2016
Re: [redacted]
Dear Sir/Madam:
We have conducted a further review of Mr. [redacted]’s inquiry and found that he had provided the four names of the guests to Mr. P** at the time of the resort booking; however, he was not informed of the additional fees for the 3rd and 4th guests. Consequently, Mr. [redacted] cancelled the resort reservation the following day without allowing our agency an opportunity to rectify the matter in a satisfactory manner.
Unfortunately, Mr. [redacted] is still outside of the rescission period. Although he was not informed of the additional fees, the fact still remains that he is beyond the timeframe to cancel and receive a full refund. However, due to the lack of information about the fees for the 3rd and 4th guests, in the best interest of customer satisfaction, we are offering Mr. [redacted] $200.00 in Vacation Cash to use toward other vacation options, including a resort stay should he so desire.
We are requesting that Mr. [redacted] contact our agency if he wishes to accept the offer, at which time we will add the vacation to his account. The vacation cash will have an expiry date of one (1) year from the date it is applied to the account. Mr. [redacted] may contact the following number, [redacted] ext. [redacted], between the hours of 8:30 am to 5:00 pm, Monday through Friday to have the vacation cash applied. If we do not hear from Mr. [redacted] by the end of business on September 13, 2015, then this matter will be closed and no further compensation will be 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,
Shannon P[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.]
Revdex.com:
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]

April 27, 2017
Re: Denise F[redacted] Case # [redacted] Our Account # E[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. Denise F[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 on January 3, 2017 Ms. F[redacted] purchased an El Cid Ultimate Departures Membership Upgrade. The cost of the upgrade was $1,499.00. Ms. F[redacted] paid for the membership upgrade in full at the time of purchase.
As standard policy, we conduct a sales validation at the time of sale, which outlines the details of the upgraded membership. After reviewing the validation that was conducted by [redacted] on January 3, 2017 at 1:17 PM, it was determined that Ms. F[redacted] and the agent Rodman, were talking about two separate maintenance fees. Ms. F[redacted] was referring to her timeshare owner maintenance fees and Rodman was referring to the fees associated with the membership upgrade she had just purchased.
We sincerely apologize for any misunderstanding that may have resulted in Ms. F[redacted] negative opinion of the program. In the interest of customer satisfaction, we have cancelled her membership upgrade and issued a refund of $1,499.99 effective 4/25/17. The refund was credited to the credit card ending in 0952. Please allow seven (7) to ten (10) days for the refund to post to her account depending on the financial institution Ms. F[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,
Jannelle B[redacted]
[redacted]
Office of the President

Dear Sir / Madam: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attentionand 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. Mr. [redacted] was not fraudulently coerced into an exchange with SFX. When Mr. and Mrs. [redacted] purchased their timeshare, they received a free trial membership with SFX Diamond Rewards Vacations and the availability to upgrade the trial membership at any time. Our records indicate that on December 12, 2016 Mr. [redacted] spoke to one of our agents, Sam, who presented the benefits of upgrading his membership. Mr. [redacted] was excited about the many opportunitiesavailable through the membership and purchased the upgrade at that time.As standard policy, we conduct a sales validation at the time of sale, that outlines the details ofthe membership upgrade. At the time of validation, we obtain the authorization to make thecharges. Mr. [redacted] freely authorized the purchase, authorized the down payment of $299.00,and authorized the monthly payments. During the validation that was conducted by Shari on December 12, 2016, at 3:33 PM, Mr. [redacted] was advised that he had ten (10) days from the dateof purchase to cancel and receive a full refund.Our records indicate that on December 26, 2016, Mrs. [redacted] called and spoke to one of our Customer Service agents, George. She was very upset indicating that her husband purchased the membership without her approval. George made an attempt to advise Mr. [redacted] of the programand benefits as well as the terms and conditions; however, she got angry, made threats andsimply hung up.The sales agent, Sam, reached out to them and spoke to Mr. [redacted] on December 27, 2016. Mr.[redacted] informed Sam that he was still very happy with the membership, but that his wife wasdoubtful that they would use it enough because they liked to go camping. It was determined byboth Mr. [redacted] and Sam that Mrs. [redacted] did not understand how the program works. Sam indicated that he would send them an email providing details and information and if Mrs. [redacted]had further questions, Sam would be happy to answer any of her questions. Mr. [redacted] thanked Sam and they determined to leave the account “as is” until he spoke to his wife again afterreviewing the email. Mrs. [redacted] spoke to Sam again on January 19, 2017 insisting that she be allowed to cancel the membership and receive a full refund. At this point, Sam agreed to have the membershipcancelled and issue a refund. Unfortunately the cancellation paperwork was not completedcorrectly and the refund was not issued.In the interest of customer satisfaction, we have made an exception and cancelled themembership effective January 31, 2017, and issued a full refund. The refund will consist of two (2) credits, one for $299.00 and a second one for the first payment of $133.33. Total amount tobe refunded to the credit card ending in [redacted]. Please allow seven (7) to ten (10) days for therefund to post to the account, depending on the financial institution Mr. [redacted] banks with.We sincerely apologize for any misunderstanding that may have resulted in Mrs. [redacted]’snegative opinion of the program. It is our goal to provide our members with exceptionalcustomer service. We would like to thank you for the opportunity to clarify the status of this matter by providingand explaining the additional facts involved.Sincerely, Jannelle B[redacted] Resolution SpecialistOffice of the President

Revdex.com:
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]

June 14, 2017
Re: Victor B[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mr. B[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 December 29, 2016, Mr. B[redacted] booked a cruise through Marriott Cruise Points with MSC Cruises on the MSC Splendida. The cruise departed May 14, 2017 thru May 21, 2017.
Based on Mr. B[redacted] correspondence the reported complaints will need to be addressed with MSC Cruises directly. As of June 6, 2017 the complaints were forwarded to MCS Cruises on behalf of Mr. B[redacted] by our agent R. K[redacted]. Once the correspondence has been reviewed then MSC Cruises will follow up with Mr. B[redacted] to provide their findings and inform him of their proposed resolution. It will be at the discretion of the MSC how they will resolve the matter. Please note that it can take approximately 4 to 8 weeks to receive a final resolution from MSC Cruises.
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

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

matter.
Based on our review, Mr. [redacted] booked a 7-day stay at the Presidential Villas at [redacted] in [redacted]. The arrival date is October 12, 2014 through October 19, 2014. Mr. [redacted] applied his 7-day resort certificate to the reservation. There were no additional monies paid out of pocket and travel protection was declined at the time of booking.
Mr. [redacted] indicates he contacted our agency and requested to book a family vacation for 4 adults with handicap accommodations and a partial kitchen. Our records reflect that Mr. [redacted] received the requested accommodations.
Upon review, we listened to the recorded call from August 27, 2014, between N. [redacted] and Mr. [redacted]. During the call Mr. [redacted] advised that there were only two (2) people being booked in the room with the possibility of family staying in the room for 1-2 nights. Ms. [redacted] verified that the requested hotel room would accommodate 4 people.
Additionally, Ms. [redacted] reviewed with Mr. [redacted] that there would be a partial kitchen in the hotel room. There was no specific discussion about the layout of the partial kitchen. Mr. [redacted] stated during the end of their call that he needed handicap accommodations at which time Ms. [redacted] advised him that she would make notations on the account; however, Mr. [redacted] would need to contact the property directly to ensure he received the requested handicap accommodations.
We have contacted the property and learned that he has a confirmed reservation for a hotel unit; as booked. The square footage of the unit is approx. 400 feet. At no time during the recorded call did Mr. [redacted] advise that he needed a larger room due to his needing to bring along his dialysis equipment.
At this time, the property is aware that Mr. [redacted] has requested handicap accommodations. The reservation is booked as a first come, first serve and the property will make every effort to assign him a handicap room upon check in. Mr. [redacted] has the option of upgrading his hotel room to a one-bedroom; however, per the property their larger units are not handicap accessible and range in square footage from 860 to 900 sq. ft. The cost of the upgrade would be at the expense of Mr. [redacted].
In addition, we immediately researched the vicinity for alternative resorts and found that, unfortunately, there were none available.
We apologize in advance for any inconvenience this matter may have caused Mrs. Robertson and we would like to thank you for the opportunity to provide additional details surrounding this matter.
Best Regards, [redacted]
Resolutions Specialist
Office of the President

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 concerning...

this matter. Our records indicate that Mrs. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program, along with her husband, [redacted], on June 5, 2016 and purchased a vacation package. The cost of this vacation package was $2,999.00 with a down payment of $299.00 followed by thirty-six (36) payments of $93.57 per month. After reviewing Mrs. [redacted]’s complaint, and completing the researching surrounding the complaint, several discrepancies are noted.First, when Mrs. [redacted] was approached in the Sears store, she was asked if she was interested in applying for a raffle for $1,000 gift card, not a raffle to “win” a free all- inclusive trip to Mexico. Second, she said she booked the appointment and then later found out it was at a hotel. Prior to making the appointment, Mrs. [redacted] was provided two locations; 1) Long Island at the Marriott; and 2) Downtown Brooklyn at the Sheridan. Mrs. [redacted] selected the Marriott location.Third, Mrs. [redacted] claims she was not told about the Sears vacation membership. When Mrs. [redacted] was setting her appointment, she was informed about the launch of the Sears Travel website and open house. She was informed she had won a package that included $250 savings credits to the website, a $50 certificate to restaurant.com and she would also receive a $25 Sears gift certificate for showing up 15 minutes early for her appointment. She was further informed that for participating in the open house, which would provide her with an overview of the Sears Vacation programs, she would receive an additional gift of a 7 night resort stay good at select US cities or Mexico. She was informed that she would receive the gift package and the 7 night resort certificate whether she purchased any of the programs or not. The resort certificate washer gift for participating in the open house.Mrs. [redacted] did inform the agent at the open house that they like to travel in all-inclusive resorts.The agent did tell Mrs. [redacted] that we do have several all- inclusive resorts available in our inventory, which is true. Prior to Mrs. [redacted] booking the Grand Mayan Riviera, she spoke to the Supervisor, Jennifer on July 23, 2016, who throughout the course of a one hour and 56 minute call, explained to Mrs. [redacted] thoroughly, how her package works, what is included in her package, and the best way for Mrs. [redacted] to get the most value for her vacation dollars. Jennifer reiterated to Mrs. [redacted] that the gift certificate she received for attending the open house was not for an all an all-inclusive resort. She explained her options regarding the certificate. Jennifer was able to show Mrs. [redacted] some options on the website. Mrs. [redacted] was thrilled at the savings and opportunities available through the package that they had purchased. During this call on July 23, 2016, Jennifer offered an additional benefit to Mrs. [redacted] for paying her account in full. Jennifer indicated that she would be saving $649 in processing fees over the 36 monthly payment plan, and Jennifer would provide her with an additional bonus week in Mexico. Mrs. [redacted] thought that would be great and wanted to put the balance on her Sears credit card. She asked Jennifer to please hold while she got her credit card. When Mrs. [redacted] came back on the line, she had 2 Sears credit cards and did not know which one had the least or no interest. Mrs. [redacted] said she would speak to her husband and call Jennifer back. Jennifer said she would put a note in the file so that when she called back, one of the agents would be able to assist her. Jennifer also told Mrs. [redacted] that she would add the Mexico resort to her account now, but that it would fall off after a week or so if the account was not paid in full. Mrs. [redacted] did not call back to pay the account in full, so the payment plan continued automatically. Our records indicate that Mrs. [redacted] spoke to Cesar on December 19, 2016. She was booking her resort certificate she received for attending the open house. Mrs. [redacted] told Cesar she was told from the very beginning that this certificate was for an all-inclusive. This again, was not true. She was never told that she would be able to book an all-inclusive resort with the gift certificate. Cesar told her she could not do that, and any all-inclusive resort she booked with that particular certificate, she would have to pay the all-inclusive fees when she checked into the resort. Cesar was speaking specifically about the gift certificate, and not any other certificate.The original appointment was set by [redacted] on May 31, 2016, at 4:32 PM. It was scheduled for Sunday, June 5, 2016 at 10:00 AM at the Long Island Marriott location. At no time during this call, did [redacted] inform Mrs. [redacted] that the 7 night resort certificate she would receive for attending the open house, was for an all-inclusive resort. When Mr. and Mrs. [redacted] left the open house, they took their packet with them, which included the paperwork they signed along with the certificate for the 7 night resort. The certificate contains all the terms and conditions for the use of the certificate. Consequently, Mrs. [redacted] has completed a reservation, with Cesar on December 19, 2016 using that certificate, to stay at the Grand Mayan Riviera Maya Resort for a week starting September 16, 2017.Our records indicate that Mrs. [redacted] spoke to Jennifer again on December 20, 2016. Jennifer apologized for any confusion Mrs. [redacted] experienced when speaking to Cesar, however,Jennifer did inform her that his information regarding the certificate she was trying to book was correct. There was no all-inclusive feature with the gift resort certificate. She could book the accommodations using the certificate, but they would have to pay the all-inclusive fees at time of check-in. Mrs. [redacted] expressed her desire to cancel the membership. Jennifer advised her that she could cancel the package, however, she would not receive a refund of the funds paid to date.Mrs. [redacted] did not want to lose what she had paid into the package, so they scheduled an appointment for January 8, 2017 to get back together and complete a thorough web tutorial to show Mrs. [redacted] the value in the package. Jennifer reached out to Mrs. [redacted] several times to complete the tutorial, however they were unable to connect to complete the tutorial. Our records indicate that Mrs. [redacted] called our office on February 28, 2017 indicating that she had been charged another month and she had sent an email on February 17, 2017 requesting to cancel her package. The agent, Shirley advised Mrs. [redacted] that she would cancel the package effective February 17, 2017 and any payments made after that date would be refunded. Our records reflect that the payment made on February 27, 2017 was refunded to Mrs. [redacted] on February 28, 2017.At this time, Mrs. [redacted] has surpassed the rescission period and we are unable to honor her request for a refund.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.

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

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

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

Re: [redacted] Case # [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.
Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 18, 2015. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $117.56 per month.
Based upon Mr. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective December 22, 2015 and issued a full refund. The refund was issued to the visa credit card we have on file ending in XXXX --- 9624. Please note the refund can take approximately seven (7) to ten (10) business days to post to his account depending on the financial institution Mr. [redacted] banks with. We certainly apologize for the delay and any inconvenience the delay caused Mr. [redacted].
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
[redacted]
Resolution Specialist
Office of the President

December 2, 2016
Re: [redacted] Case # [redacted] Our Account # [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.
Our records indicate that Mr. [redacted] made a reservation on line using the RCI membership of Mr. Matthew Thorn. The reservation was made on August 23, 2016. This was a non-refundable reservation with a late arrival checking in on November 11, 2016.
Unfortunately, Mr. [redacted] did not check in on November 11, 2016, late or otherwise. He arrived in Australia on November 12, 2016, went to his daughter’s wedding and did not contact the hotel until November 13, 2016, at which time he was informed because he did not check in on his check in date, late or otherwise, they considered him to be a no show and had rented out the room.
We have reached out to the supplier and the hotel to see if we could get an exception on behalf of Mr. [redacted]. The hotel denied any refund as the reservation was a non-refundable reservation and Mr. [redacted] did not check in on the prescribed check in date. Accordingly we are unable to honor Mr. [redacted] request for a refund.
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]  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. According to our records, Mrs. [redacted] purchased an [redacted] and [redacted] Package on May 26, 2015.  The cost of the package was $1,999.00 with a down payment of $199.00 and eighteen (18) monthly payments of $109.00.  It is Mrs. [redacted]’s claim that she purchased the package, but she did so with the intention of being able to speak with her husband to make an informed decision on whether they would keep the package or not.  Subsequently, they opted to cancel the package and contacted our agency to advise accordingly.   After several phone calls the cancellation was honored and they were informed a refund would be issued.  Mrs. [redacted] indicated after two weeks had passed no refund had been received and a dispute was filed with their bank for the deposit amount.  Furthermore, Mrs. [redacted] noted a secondary concern about dissatisfaction with a hotel stay they booked.  Due to the unsatisfactory conditions they received a partial refund for a one (1) night stay in the amount of $58.63.  They have requested a free night or reimbursement equivalent to one night.  Based upon Mrs. [redacted]’s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective June 24, 2015.  A refund was issued for $100.00 for one (1) monthly payment.  However, our agency was charged back by the member’s financial institution on June 19, 2015 for $199.00, therefore, no refund was processed for this amount by our agency. As a courtesy, we have also refunded $66.37 for the difference for the one (1) night stay.  The refunds were issued back to the credit card we have on file ending in xxxx—3602 exp. 04/19. 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, [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.

February 9, 2017
Re: [redacted]
Dear Sir/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, on May 27, 2015 Mr. [redacted] purchased a Sears Vacation Select Access Membership. The cost of the membership was $1,499.00 and was paid in full at the time of purchase. One benefit of the membership was that Mr. [redacted] would be entitled to 70,000 points to use toward future vacations.
It is the claim of Mr. [redacted] that he used the 70,000 points to book a vacation, however, he had to cancel the booking. Subsequently, he wanted to book another vacation and use 20,000 points, but he was informed the points had expired. After a number of attempts to resolve the matter he was informed $200.00 in Vacation Cash would be added to his account. Mr. [redacted] was given until February 5, 2017 to use the Vacation Cash before it expired.
Our records indicate when the member logged in to the website on February 7, 2017 the Vacation Cash had already expired. We reviewed the website activities of Mr. [redacted] and determined he had not logged into the website for over a week. The Vacation Cash was available for him to use during the timeframe we extended to him. The member stated he didn’t call us prior to the 7th of February because he was traveling.
As a courtesy and in the best interest of customer satisfaction, we have applied $200.00 in Vacation Cash to Mr. [redacted]’s account. The Vacation Cash will expire on February 28, 2017.
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

September 28, 2016
Re: [redacted] 11727444
Dear Sir/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, on April 5, 2016, Mr. [redacted] purchased a [redacted] Vacations Direct Access Membership. The cost of the membership was $4,999.00 with a down payment of $1,667.00 and two (2) payments of $1,666.00.
In review, the account was cancelled on September 15, 2016 at the request of Mr. [redacted]; however, no refund was issued due to a discrepancy with payments on the account. Furthermore, there were secondary concerns surrounding our agency receiving the cancellation request within the allowed rescission timeframe.
In the interest of customer satisfaction, we will issue a full refund to Mr. [redacted]. Accordingly, we have processed three (3) separate refunds as follows; $1,367.00 was processed to card ending xxxx--6064; $300.00 was processed to card ending xxxx--7337; and $138.83 was processed to card ending xxxx--1796. All refunds may take up to seven (7) to ten (10) days to be credited back to each account depending on the financial institution.
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

July 29 2016 Re: [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.Our records indicate that Ms. [redacted] purchased a SFX membership upgrade on May 12, 2016.  The cost of this membership upgrade was $1,999.00 with a down payment of $199.00 followed by eighteen (18) payments of $112.00 per month.Our records indicate that Mr. [redacted] did speak to his agent, Terrel requesting to cancel his membership.   Terrel informed Mr. [redacted] that the Customer Service department, who handles the cancellations was closed until 9:00 AM but that Terrel would have a CS representative call Mr. [redacted].  The customer service agent, Francisco, did reach out to Mr. [redacted].  Francisco had to leave a message for Mr. [redacted] leaving his contact information.Our records further indicate that Mr. [redacted] called back on July 1, 2016 regarding his cancel request and spoke to one of our customer service agents.  Consequently his account was sent to cancellations and was cancelled with a full refund on July 5, 2016.  The refund consisted of the original down payment of $199.00 plus the two (2) payments of $112.00 paid into the account. The refund was credited back to Mr. [redacted]’s credit card used for the purchase ending in XXXX - - - - [redacted]  No further payments will be charged to Mr. [redacted]’s card.  We certainly apologize for any inconvenience this delay has caused. 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

November 3, 2016Re: [redacted] 11778814Dear Sir/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, on July 14, 2016 Mrs. [redacted] contacted our agency to cancel her cruise booked with Disney Cruise Line on the Disney Wonder for December 23, 2016 through December 30, 2016.  When the request to cancel was made there were no penalties on the booking.  Mrs. [redacted] was to receive a full refund for $1,129.72, with the exception of the CSA Travel Protection, which she is able to use toward another cruise within 2 years from date of purchase.  Consequently, when the cruise was cancelled a check request needed to be submitted for the refund, however, there was a delay with processing the check request as clarification needed to be made about the penalties that had been assessed on the booking.  Research was conducted and it was determined that the penalties were for the CSA Travel Protection.  As a result, a request was sent to the Accounting Department requesting the refund be processed to Mrs. [redacted]’s Military Star Card in the as a substitute for the check.  The refund was processed on October 19, 2016 in the amount of $1,129.72 to the card ending in xxxx – [redacted]. We have made contact with Mrs. [redacted] and informed her that her refund was processed to her Military Star Card rather by check. 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