International Cruise & Excursion Gallery, Inc.

August 16, 2016 Re: [redacted] Case No. [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.Unfortunately, according to the information provided in Mr. [redacted]’s complaint, we are unable to locate any RCI vacation membership.  The phone number listed on the complaint rings only once and then nothing.  Multiple attempts have made, however all have been unsuccessful. It is possible that the membership may be in another name, phone number or email address.  The name, phone number or email address listed on the complaint do not pull up any RCI vacation membership for Mr. [redacted].  If Mr. [redacted] can provide us with his RCI membership number, or if the account is in another name, phone number or email address, this will enable us to research and resolve his claim.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Sincerely, Jannelle Brothers Resolution Specialist Office of the President

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.Complaint ID #[redacted] There is no way to get a hold of this company. The supervisor who told me to leave at the initial meeting told me that when after he checked the phone calls of the women who talked to me and if what I stated was true he would mail me the voucher for the vacation. This is the response from the company showing that they had mislead me. Showing that I was to receive the certificate. ( Based on our review, we understand certain aspects of our qualification process were not followed and we would like to apologize for the misunderstanding and lack of customer service during [redacted] visit.. It is our goal to provide all guests’ with the best service possible in a friendly and professional manner. ) But they don't give you a way to collect it or to get in touch with them. I would like it mailed to me as promised when I was shown the door out that day. (We have applied a Direct Access certificate to [redacted]s account, which will allow her to redeem it toward a 7-night resort vacation to U.S. and [redacted] destinations. The certificate has standard terms and conditions, which should be reviewed prior to redemption.) I would like this to be honored as he first stated to me.To have the certificate mailed to me.

I I apologize for the incorrect information. The account number is 11 51 308. T The account is in my wife's name Kristin [redacted]. Her email address is [redacted]@gmail.com. our phone number is [redacted] This complaint is in reference to RCA booking confirmation number [redacted]. Thank you for your help.

Tell us why here...April 4, 2016

Re: [redacted]



Dear Sir / Madam:

We would like to thank you for bringing Mr. and 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, Mr. [redacted] has not purchased a membership for the Preferred Passport directly through our agency; however, we have a partnered relationship with Pueblo Bonito at Sunset Beach through our Lifestyles Collection program

Unfortunately, our agency does not hold the contract referenced in the correspondence that has been received. The request to cancel the contract has to be sent directly to the Sales Administrator Manager at the following email address:

Briselda Ahumada

[redacted].com.mx

Ms. Ahumada will be able to look into the matter and determine what the next steps are with regard to a resolution of this matter.

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

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

Dear Sirs/Madams,
I appreciate that RCI Cruise is willing to acknowledge and honor the verbal agreement made by their booking agent, however what they are failing to mention is that the agent told me that the $75 credit per shore excursion was per person; this is actually stated in the recording they have of the phone call. Since I booked five (5) shore excusions for both my husband and myself, this means I should've been credited for $375 for each person, for a total of $750. Since I already received a credit of $300, this leaves $450 that I believe I am owed based on the original verbal agreement. If the company would be willing to issue me a check in the amount of $450 I would be happy to consider this matter resolved.
Sincerely,
Mrs. [redacted]

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] purchased a Sears Registry Vacations package on November 19, 2013. The cost was $499.00 with a down payment of $49.00 and ten (10) monthly payments of 45.00. Our payment history shows that a total of $184.00 was paid toward the package. As part of this transaction, Mr. [redacted] receives a right to rescind the purchase for a period of ten (10) days from the date he received the paperwork.

Our records reflect that Mr. [redacted] contacted our agency on January 13, 2014 to request accommodations utilizing his seven (7) day certificate included in his package purchase. It does not appear that we were able to accommodate Mr. [redacted] request to locate available accommodations in Hawaii and Myrtle Beach within his selected dates of travel. Due to the lack of availability Mr. [redacted] contacted our agency on March 5, 2014 and requested the account to be cancelled.

Mr. [redacted] was outside of the ten (10) day rescission period when the cancellation request was initiated. However, we have decided that as a courtesy, the account will be cancelled effective March 5, 2014, a full refund of all monies paid towards the vacation package has been processed and all future payments have been cancelled. Furthermore, we obliged Mr. [redacted]’s request to be added to our non-contact list in our system.

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 Ms. Glass: 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 extension on July 20, 2011. The cost of the extension was $1,495.00 for a term of five (5) years. The extension was paid in full at the time of purchase. It is Mr. [redacted] claim that when he purchased the extension he received 80,000 bonus travel points. He indicates the points were good to use for a period of five (5) years and would expire on 7/20/2016. He further explains that when he contacted our agency to use his points he was advised the points had expired after two (2) years. Based on our records Mr. [redacted] purchased the extension and was entitled to receive 75,000 bonus points. The expiration of these points was two (2) years after purchase, which occurred on 7/20/2013. Moreover, the extension was valid for a period of five (5) years and expires on 7/20/2016. As standard policy this information was reviewed during a recorded sales validation. In the best interest of customer satisfaction, we have extended the 75,000 bonus points. The points can be redeemed according to the original terms and conditions. As of today’s date Mr. [redacted] has a total of 82,809 points he can use toward future vacation travel. The points will expire on 7/20/2016. We have made contact with Mr. [redacted] at the phone number we have on file to advise on the resolution. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Re: [redacted] Case # [redacted] Dear [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. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 18, 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 Mayan or Westgate Resort 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 four (4) monthly payments of $114.56 totalling $557.24. 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 why here...

Review: This company lied and totally misrepresented the product they claimed to be selling me. First they said that when purchasing this vacation pkg. that I could choose from hundreds of destinations worldwide. When I received the information to book a vacation it was very slim pickings and then not available unless you paid more money. When I tried to book a cruise I was told I would have to pay an additional $576.00 for port fees and taxes. When trying to book a resort, it was not available on the dates I wanted or needed to travel and for most of them I was required to pay additional resort fees to stay during undesirable times. They had resorts listed that I liked and wanted to stay at that had nothing available to the consumer all the way through the end of 2015 when the certificate expired. They are rude, they hang up on you when they don't want to discuss something with you. The hold times are long and they would not cancel my membership even though I knew I would not get the money I have already paid into this back. I went out to the site to delete my credit card information and it was no longer available. It was there prior for me to update or change credit cards for payment if I desired to do that. They have been deducting $75.00 per month from my credit card. This feels like a "REAL" scam. I hope others see this and avoid this trap before losing too much of their money with these obviously unethical people!Desired Settlement: I just want the money I paid into this returned to me and no further collection issues to be pursued. I have paid them around $375.00 for no goods received and all claims made by them being false.

Business

Response:

April 08, 2014 Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mrs. [redacted] purchased a Registry Vacations Package on November 29, 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. History reflects that a total of $374.00 has been paid to date on the account. When Mrs. [redacted] purchased the package she was advised that she could go to our agencies website and review the full benefits of the package as well as the terms and conditions, which includes a ten (10) day right to rescind the transaction. In addition, the terms and conditions for cruises stipulate that fuel surcharges, processing fees, government taxes, and port charges and due at the time of booking, with available upgrade options. It also establishes that for resort reservations the availability is based on season and location, with upgrade options available. 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 April 8, 2014; however, no refund can be issued in this matter. Mrs. [redacted] was provided information which outlines the terms and conditions and the opportunity to cancel the package and receive a full refund. Unfortunately, Mrs. [redacted] did not exercise the alternative within the rescission period. Upon cancellation all benefits have been forfeited and all future payments have been voided. 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.

Review: I have been trying to rectify the duplication of charges since April. Government rewards gave my credit card information to the hotel in which I booked and paid through their organization. I showed proof of the double charge and requested my money back. When I call I get the run around. All I want is money back.Desired Settlement: I want my money refunded.

Business

Response:

Bett** Business Bureau

4428 North 12th Street

Phoenix, Arizona 85014

Re: [redacted] Complaint ID #: [redacted]

To Whom It May Concern:

We would like to thank you for bringing [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matt** thoroughly. We have researched and documented our findings.

On February 28, 2013 [redacted] made a flight and hotel reservation for

March 31, 2013 through April 2, 2013 dates for a party of two (2) at a total cost of $892.40

Our records indicate full payment was made by our suppli** to the [redacted]l at the time the reservation was created. P** the [redacted]l’s billing department the [redacted]’s were charged $239.09 at time of check out. The amount of $217.80 was charged for room and taxes to credit card ending in XXXX-[redacted]. Additionally $21.29 was charged for room incidentals to credit card ending XXXX-[redacted]’s** records indicate both cards were swiped through the properties credit card read** at the time of check out. Moreover, we do not provide the members credit card information directly to the hotel properties; all payments associated with a reservation are remitted to our 3rd party suppli** who then passes payment on to the hotel property to secure the reservation.

We are currently working to secure a refund from our suppli** and the [redacted]l. Subsequently, due to the length of time it may take to secure the refund; our agency will refund [redacted] the $217.80, which he was charged by the [redacted]l for room and taxes via check sent to the following address:

[redacted].

Please allow seven (7) to ten (10) business days for the refund to be processed and mailed. We apologize for any inconvenience this matt** may have caused [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Resolutions Specialist

We booked hotel and [redacted] states "Access to our top hotels plus get up to 60% off!" and best price guarantee. We paid $244.00 for 2 nights PLUS they used $58.00 of my "credits" to buy down the price. We had no hot water at hotel so were given a $22.55 credit. When the receipt/check out statement was printed, it showed $198.42 before the $22.55 credit. It also showed the credit was going back on an [redacted] - NOT MINE. So, not only was I overcharged $45.58, I wasn't receiving the $22.55 credit!!! I called three days in a row and asked to speak with a supervisor but, of course, they were never available and have not returned my calls. This goes back to JANUARY 26th!

Beware of a very rude Mr.X who forces a cruise package down your throat and speaks to you as if you were a child. I am very surprised RCI allows such an insolent person to represent this part of their company. After being told that I would be able to cancel my package and receive a refund of my deposit I was given the run around and had to call back when I did not see the deposit back to my bank account. I again, unfortunately, was transferred to Mr. X who scolded me and said that I never called back and he wanted to know why I had agreed to the package in the first place and it sound to him like I was only concerned with the $99 and not in having a nice cruise, etc. Very, very rude and way out of line. After researching this package and discovering many negative reviews I didn't feel comfortable paying over $120 a month to be situated God knows where on some cruise ship. No thank you.

Review: Attempted to purchase air tickets on the ICE website, both times the purchase failed. Called customer service and was told that the price was actually higher than what was advertised on their ICE website, that's why the purchase failed. Looked at my bank account, and ICE charged my card for both transactions. I never received the tickets.

Of course when I call customer service "Karen" told me that ICE only took $1 as a hold for the purchase. In fact my bank account was $3k deficient. I told her that was not the case. Karen looked again and she saw the transaction and reassured my that the funds were never processed and should be restored with 24-48 hours. Really?

I have since contacted my bank to stop payment on these transactions.Desired Settlement: Refund my money in full.

Business

Response:

April 6, 2016

Re: [redacted] Case # [redacted]

Dear Sir or Madame:

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] attempted to purchase air flight reservations via our on line platform. Our web site is live linked to the airlines, who frequently change their pricing. Our system will automatically update the prices, however, a member will get a “failed” booking or an “error” if trying to book during the updating period. It appears that is what happened with Mr. [redacted].

Prior to booking any airline tickets, we complete a pre-authorization, or a hold, on the funds necessary for the air reservation. If the member receives an error or a failed booking the funds are not charged and the hold is released, which again is the case for Mr. [redacted]. In some rare instances it may take 24 hours for the release of the funds. Our records indicate that there is no hold on any funds from 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,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Consumer

Response:

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

Business

Response:

April 11, 2016

Re: [redacted] Case # [redacted]

Dear Sir or Madame:

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.

We have reached out to [redacted] and spoke to Jeross in the Fraud/Authorization department and he has verified that the funds are currently in Mr. [redacted]’s account. We have also reached out to Mr. [redacted] to follow up with him, but have not made a connection. As previously mentioned, when Mr. [redacted] received the “error or failed” booking, we automatically released the funds as the reservation was never ticketed.

Apparently, according to Jeross, [redacted] had the pre-authorization, or the pending request, and were waiting for a request for funds from us. However, as mentioned above, due to the “error” there was no ticket made and no request for funds. Jeross has indicated that if Mr. [redacted] has any questions, he can certainly call Jeross to verify the funds are available in Mr. [redacted]’s account.

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

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Review: Sears Vacation called me last month to offer me a special deal on their vacation club, they had actually called once before and I told them I was not a world traveler and was not interested in the service, when they called a second time , I listen to his speech. I did tell him I was planning a cruise with my family and he asked how much I was planning on spending on the trip, I told him about $2,000.00. He told me with this plan it would cover my cruise and most of my airlines. I was very skeptical and explain to him many times that I was unsure because I did not want to commit to this deal and then when I was ready to book my cruise I would get hidden fees and the cruise would end up costing me more money. He assured me that would not be the case. He told me the cost of the plan was $1999.00. Reluctantly I agreed to the purchase the plan. With a down payment of 199.00, and monthly payments of 112.00. He then had to send me over to a specialist who had to go over the terms with me. When I called back a few weeks later to pay off the plan and book my cruise, I then learned that I was mislead. When I booked my rooms for the cruise I was then informed that I had to cover the taxes and port fees that would amount to almost 700.00. I was outraged at this as when I spoke to the 1st guy with my misgivings about the whole program he never told me that the taxes and port fees were my responsibility or the amount that I would have to pay. I have called back and talked to several people to no avail. They pulled the tape and said that I was told about the fact that I would have to pay the Port Fees and Taxes, which I don't honestly remember being told that, but I feel because of my misgivings he should have told me what to expect and not have lead me to believe that my cruise would be covered and most of my airlines. I have given them $2000.00 and at this point I am not sure exactly what the 2000.00 is getting me. This trip as of right now will cost me almost double what I was expecting to pay, I have called Sears and asked for a refund as I feel I was mislead the entire time, they will not help me out with this request. I have not booked my airline flights yet, which should be interesting because they have told me I have so many points that I an use to pay for my flights, I am hoping when I call to book my flight that they don't tell me that those points are not for use on flightsDesired Settlement: I would love to have the vacation merchandise canceled and my $2000.00 refunded. I will be happy to reschedule my trip through Sears vacation through the membership that I originally had and not the "Special Offer" that was not so special

Business

Response:

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] purchased a Sears Vacations Select Access Membership on October 8, 2015. The cost of the membership was $1,999.00, with a down payment of $199.00, and eighteen (18) monthly payments of 112.00. As of October 28, 2015, the membership was paid in full.

In reviewing the sales call it became apparent there were some aspects of the program that were not explained correctly at the time of purchase, which has caused some concern and confusion. Additionally, Mrs. [redacted] booked two cruise reservations with Carnival Cruises on the Fascination for February 22, 2016, that included benefits, such as savings credits that were applied to at least one of the reservations. As a result, we are unable to issue a full refund. However, we would like to come to a satisfactory resolution on this matter.

In the interest of customer satisfaction, we are requesting Mrs. [redacted] contact the following individual to further discuss a resolution. Mrs. [redacted] may contact Shannon P[redacted] at [redacted] Monday through Friday between the hours of 8:30 am to 5:00 pm PST Time (AZ).

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

Sincerely,

Shannon P[redacted]

Resolution Specialist

Office of the President

International Cruise & Excursion Gallery, Inc.

Review: Subscribed to vacation rewards program. Attempted to plan a destination wedding for daughter. Each time I needed additional information, I was referred to a different representative. Each time I would have to repeat my request. Having become frustrated, I requested to unsubscribe to this program and requested a cancellation. Representative stated that I was beyond cancellation period and all funds would not be refunded. I did not receive any correspondence stating I must request cancellation in a prescribe time frame. Also I nor my daughter reaped the benefits.Desired Settlement: Since I did not reap the benefits and was not aware of a time frame for submitting cancellation, I request that all funds deducted from my Military Stars Account be creditedInitial fee $99.000Monthly payment deducted $114.56 for five (5) months.

Business

Response:

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. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Records reflect there have been four (4) monthly payments of $114.56 plus the original down payment of $99.00 credited to this account. Based upon [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective March 5, 2015 and issued a full refund. The refund was issued to the star card we have on file ending in XXXX --- 3376. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account 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

Consumer

Response:

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,

Review: The sales rep mislead me regarding the points system. He stated that I had purchased the 50,000 points. However unbeknownst to me you cannot use the 50,000 points until you have paid off the membership in 2-3 years. As a result I would like to cancel the membership.Desired Settlement: Cancel the membership contract immediately.

Business

Response:

Re: [redacted] # [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.

Our records indicate that **. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on August 28, 2014 The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month.

Based on **. [redacted]’s statement that she was unaware that her balance needed to be paid in full before using the points, the recorded sales validation was reviewed. The validation did include the statement that your subscription must be paid in full 90 days prior to redeeming your points, and **. [redacted]’s response was “okay”.

However, based upon **. [redacted]’s statement that she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective October 16, 2014 and a refund will be issued for $99.00 plus the one payment of $86.78 which was made on September 21, 2014. 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) 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.

Sincerely,

Resolution Specialist

Office of the President

Consumer

Response:

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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not consider this case resolved . The International Cruise & Excursion Gallery, Inc. has not honored the refund promised of $99.00 plus the one time payment of $86.78. I have attached three monthly statements from the [redacted] that was used for payments. which will show the initial payments made in August and September 2014 as well as proof that no refunds were received. Thanks for your assistance in the matter.Best Regards,-[redacted]

Business

Response:

Please see attached.

Review: Signed up for contest, received call about winning a 8day 7 night vacation. Was told by [redacted] that all I needed to do was take the code she was giving me and two forms of identification and I would be given the voucher for the vacation. That I needed to show up 5 minutes early and they will give me refreshments and tell me about the resort vacations and that this is there way of advertising. I was also offered a $100.00 [redacted].[redacted] gift card. She kept telling me that I needed to make sure I showed them the code and 2 ids. I received another call on the wednesday before the appt. confirming the appt. and this woman told me to make sure I had my 2 ids and the code because they wouldn't let me in without it. She also told me that I would get another $100.00 [redacted].[redacted] card for taking her call. The first woman [redacted] told me that the vacation was mine and all I needed to do was show up. I showed up no one asked for any codes. I was told to sign in and then a salesman was called and took me on a mini tour. I was then sat down and he asked me some questions and he was asking me about my work and then he asked how much I made and when I told him an amount he got up and got his manager, when I looked at the form he was filling out there was a spot where they mark your income $40,000. or $50.000. The manager came out and told me that I did not qualify and he was not going to give me anything and I need to leave. He told the salesman to get me a resturarant gift card and that if I wanted to sit through the presentation that I could but that I would not get anything from them. It was very embarrassing and I felt as if I had done something wrong. I was told I won a vacation and went out of my way 40 minute drive to be told that I would not walk out with anything. He said he would review the phone call and I don't believe him. The woman said I won a vacation not that I would be treated like trash and that I was not worth the vacation.Desired Settlement: I would like the vacation voucher that I was told I won with the [redacted].[redacted] card and an apology for the shabby treatment.

Business

Response:

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] was contacted by our agency and invited to attend a presentation about our [redacted] program. As an incentive for attending the customer receives a 7-night complimentary resort certificate for a Tropical Vacation and a $100.00 [redacted].[redacted] gift card.

Our reservation specialists set appointments for those interested in coming to the [redacted] facility to learn more about [redacted]. These informative sessions are referred to as Open Houses and typically last a total of 90 minutes. Just for attending an Open House, a guest will receive a free 7-night tropical vacation to one of our preferred [redacted] properties and additional incentives may be offered- from time to time, such as [redacted].[redacted] cards, [redacted] gift cards, etc. Furthermore, there is an income verification that should be conducted when the initial appointment is set to ensure we have a program that will fit the guests’ vacation needs.

Based on our review, we understand certain aspects of our qualification process were not followed and we would like to apologize for the misunderstanding and lack of customer service during [redacted] visit.. It is our goal to provide all guests’ with the best service possible in a friendly and professional manner.

We have applied a Direct Access certificate to [redacted] account, which will allow her to redeem it toward a 7-night resort vacation to U.S. and [redacted] destinations. The certificate has standard terms and conditions, which should be reviewed prior to redemption.

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

Consumer

Response:

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.

Complaint ID #[redacted] There is no way to get a hold of this company. The supervisor who told me to leave at the initial meeting told me that when after he checked the phone calls of the women who talked to me and if what I stated was true he would mail me the voucher for the vacation. This is the response from the company showing that they had mislead me. Showing that I was to receive the certificate. ( Based on our review, we understand certain aspects of our qualification process were not followed and we would like to apologize for the misunderstanding and lack of customer service during [redacted] visit.. It is our goal to provide all guests’ with the best service possible in a friendly and professional manner. ) But they don't give you a way to collect it or to get in touch with them. I would like it mailed to me as promised when I was shown the door out that day. (We have applied a Direct Access certificate to [redacted]s account, which will allow her to redeem it toward a 7-night resort vacation to U.S. and [redacted] destinations. The certificate has standard terms and conditions, which should be reviewed prior to redemption.) I would like this to be honored as he first stated to me.To have the certificate mailed to me.

Business

Response:

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.

On September 19, 2014, a member of our team was in contact with [redacted] and provided her with t options where she can redeem her certificate. She was also advised that the certificate is for double occupancy, that she can upgrade for an additional fee, and the resort properties are based on availability. [redacted] was provided the website where she can search and book her resort with her certificate.

In a furtherfollow-up, on September 24, 2014 we requested that a 7-day resort certificate to be mailed to the address on file for [redacted] as follows:

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

Review: On 2/21/15, I utilized [redacted] to make hotel reservation at the [redacted]. After putting in all my information, choosing a hotel room and submitting my payment method ([redacted] car debit from BECU) the transaction had an ERROR. However I checked my bank and saw a pending charge of $348 of the total $1740. I called Sears Vacations at [redacted]. Not only were the customer service unprofessional, but they told me my bank account would not be debited for the $348. They stated the pending amount would fall off and that the remaining 3 payments that were pending would not process. The staff also stated they could not send me confirmation that the reservation was cancelled due to the processing Error on their website. I demanded to speak with the supervisor after speaking with 2 customer service agents. The supervisor took a screen shot and sent it to me by e-mail stating that the reservation was cancelled and that I would not be charged for the transaction. Again, that is not true sent the payment of $348 debited from my bank account and there are still 3 payments listed on the business transaction page showing an active account. I sent an e-mail of this issue to Sears Corporate office and have not received an acknowledgement of this issue.

Today 2/23/15 I called the billing department at [redacted] (2 times) the second call the customer service person placed a cancellation on the $348. So I am waiting to see if it will be returned to my bank account. The other 3 payments are still pending (they haven't hit my bank account but I want them to be cancelled). This person told me he could not cancel the other 3 pending payments but a supervisor would call me. No call. I am sick and tired of calling this company. They did not make a reservation therefore they should have immediately cancelled the payment arrangement. In fact how is it that a payment arrangement went through when the reservation was not made. This is fraudulent. Because the hotel booking ended in an error and did not get authorized; the payment arrangement was placed without my authorization.Desired Settlement: Immediately return my credit card funds. Cancel the remaining payments they automatically made to my credit card without my authorization. I will continue with submitting fraud complaints unless this issue is resolved within a reasonable time.

Change there practice to include: if an error occurs, do not automatically charge people's credit cards. create a system so that the person receives confirmation that their credit card will not be charged due to the error.

Business

Response:

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. According to our records, [redacted] attempted to make a reservation online at the [redacted] Upon trying to complete the reservation the system returned with an “error”, which did not permit [redacted] to finalize the transaction; however, a pre-authorization as completed against her [redacted] for $348.00. We have verified that the pre-authorization has been released and the $348.00 has been returned to [redacted]’s 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[redacted] Resolution Specialist Office of the President

Review: I have had to many issues with this company to be mentioned. One time I got charged for a hotel room and I had cancelled and followed the rules and there was a computer error and I still got charged. I had to lodge a complaint to get it corrected.

Now the issues keep growing. I scheduled a trip down to [redacted] and using there service I had been charged an insurance fee and I had to call to get the insurance fee returned. It was never an option to not accept the insurance. You also only had one day to decline the insurance after you had been charged and then there was the question of whether or not they could cancel it.

Now through a company that they hire, I was promised e-tickets and so on for my upcoming vacation and I have not been able to get a response to any of my questions or confirmation that I have e-tickets and yet I have been charged by them. This is now theft of my money as I have no proof that I have tickets.

I was promised by the company that I was going to get customer service on the 22nd, with a call from a service rep and yet it never happened.

I finally got a phone call today and I was to late in answering the phone and I returned the phone call within 1 minute only to get her voice mail and on the voice mail I was promised that I was going to get a phone call back and yet it never happened.

I tried calling 3 times and the second time I got hung up on.Desired Settlement: I no longer want a refund of all charges and to no longer deal with this company anymore.

I desire to keep my current reservations with the Disney resort hotel.

I desire all of my monthly fees returned and no longer to be charged again.

Business

Response:

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 Upgrade on February 18, 2014. The cost was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00 until the membership was paid in full. As of today’s date, a total of $776.00 has been paid.

We have reviewed the records and it appears that Mr. [redacted] has made several bookings through our agency for travel. There are also notations in the file that Vacation Cash was given to him on at least two occasions to accommodate his issues.. Based on our findings, we are unable to cancel the membership and issue a refund as the membership has been used and the issues have been resolved.

In conclusion, we are unable to cancel the membership and issue a refund because the membership has been used. Furthermore, the membership was subject to terms and conditions which provided a ten (10) day cancellation period in order to receive a full refund. Mr. [redacted] chose not to exercise that option within the specified timeframe.

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