Review: I am filing a complaing against Government Vacation Rewards due to constantly falsely advertising resort specials that are not honored, I called in on 01/28/2015 around 09:50 am and proceeded to speak with an agent to book one of the weekly resort specials whcich displayed $99.00 however after speaking to her she then stated that she could not see on her end what I saw so the price she stated was $298.00 I asked how could that be when the website clearly displayed prices that were much cheaper and she could not give me an accurate reason, so I then asked to speak with a supervisior after being placed on hold for a very lengthy time frame the supervisor [redacted] came to the phone she was of no assistance , had not performed any research in regards to the matter and proceeded to say during the phone conversation that " I have to go look at the price list first" very absurd I then asked her why she would not perfom this while I sat on hold for about fifteen minutes or longer, basically my issue was not resolved and they the representatives do not honor prices as shown. The Government Vacation Club charges anywhere from $1200 to $2000 to join the organization and memebers including myself are being given false and very deceiving information regarding the specials that are being posted on the website, also they offer something called redemptions however the redemptions featured are still very outdated still currently showing last year, I asked numerous times how this matter can get resolved and all the representatives say is " I don't know" I do not think it's fair to contiinue to deceive customers with false advertising and outdated information that will not be honored when members call in.Desired Settlement: I would like Government employees to honor what is shown on the website , I would also like to have the redemtions updated so that members are able to make planned vacations with up to date information,I have attached a screen shot of what is avaliable on government vacation website to verify and confirm my honesty.

Business

Response:

Re: [redacted] Dear [redacted] We would like to thank you for bringing [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, on January 28, 2015 [redacted] was looking to book a weekly resort special reservation online at the [redacted] She indicated that the online pricing for the stay was $99.00, however, after she contacted Government Vacation Rewards she was informed that the price was actually $298.00. Based on our research the online pricing reflected $99.00, however, there are taxes and fees associated with the reservation, which will ultimately increase the total cost of the reservation. In this case the pricing reflected $99.00, but with the inclusion of the taxes and other applicable fees the total cost of the reservation would have been $298.00. We apologize for any misunderstanding that may have resulted in [redacted]’s negative opinion of the program. It is our intention to provide accurate pricing via our online platform, but when searching for weekly specials the price of the stay will be displayed for the length of stay and will not include the taxes and fees until the reservation is finalized. In addition, we have made the appropriate departments aware of the service that was provided to [redacted]. It is our goal to provide our members with satisfactory customer service. On behalf of our agency we will continue to strive to deliver the best quality and service in a friendly and professional manner. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [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,

To the Revdex.com, I have utilized this service for years and I am sending a very special thank you for assisting me in this matter, although the response is ok I will accept the response.

Useful

Reply

Review: Dear Representative,

A few months ago my wife and I were shopping in the Sears [redacted] NJ branch when approached by a representative of Sears Vacations. He promised us that if we attended a travel seminar that we would receive a free vacation with no strings attached, even if we didn't make a purchase.

We traveled to [redacted] NJ and was impressed by the presentation and signed up. Since that time we haven't been able to use any of the said travel services and one client service representative named [redacted] argued with us because there were 2 accounts set up in the system for us. The agent named [redacted] hung up on me when I asked for a refund.

We were then told something new, that is the vouchers that we were given were limited to Florida and Mexico resorts.

When I demanded my payment/refund back an agent said he would assist me and kept me on hold for so long that when I called back the recording indicated that office hours were over.

To make a very long story short, we are asking for a full refund. We are lifetime sears customers and have relatives who work for Sears. Please assist us in this matter.

Mr. and Mrs. [redacted]Desired Settlement: Refund

Business

Response:

Dear Sir / Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a Sears Vacations Membership on July 5, 2015. The cost of the membership was $2,999.00 with a down payment of $299.00 followed by thirty-six (36) monthly payments of $97.60. Based on the information provided in Mr. [redacted]’ complaint, there appeared to be some confusion regarding the two accounts. Mr. [redacted] was visiting the Sears [redacted] New Jersey store on March 24, 2015. At that time, he signed up for the Sears Vacation benefits. He signed up under his name only, using his cell phone number and his individual email address. That account number is [redacted]. Mr. [redacted] used his credit card on July 5, 2015 and purchased the Sears Vacation Membership mentioned above. He put the account in his wife, Eugenia’s name, using her individual phone number as well as her individual email address. That account number is [redacted]. Each time Mr. [redacted] contacted our company regarding his account, he was asked what phone number is associated with his account. Mr. [redacted] always gave his individual cell phone number, which allowed us to access his original account he opened on March 24, 2015 and not the membership account. It is Mr. [redacted] original account, [redacted] where he had [redacted] activate the certificate for his promotional vacation for attending the presentation and tour. That certificate is available for Mr. [redacted] to book his vacation until October 30, 2015, at which time the certificate expires. Mr. [redacted] can travel beyond October 30, 2015, however, he will need to book his vacation by that date. Our records indicate that on August 10, 2015, Mr. [redacted] spoke to a Customer Service agent, [redacted], requesting to cancel his account and receive a refund. [redacted] explained that Mr. [redacted] was outside the rescission period. Mr. [redacted] became angry and requested to speak to a supervisor. [redacted] escalated the issue to his supervisor, [redacted] who spoke to Mr. [redacted], explaining the procedure and offering him options regarding the cancellation. Mr. [redacted] remained firm regarding the cancellation and refund. [redacted] assured Mr. [redacted] he would cancel his membership that day and issue a full refund. [redacted] further indicated that it would take seven (7) to (10) days for the refund to post to Mr. [redacted] account depending on the financial institution Mr. [redacted] banks with. Our records further indicate that Mrs. [redacted]’ account [redacted], was indeed cancelled on August 10, 2015 and funds returned to Mr. [redacted] credit card ending in XXXX – [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

Useful

Reply

Review: OWK as Sears Vacations-Direct Access: We went in and signed up without actually googling the company because you had to sign up after the presentation. The man who sat with us "Ali" at the [redacted]in [redacted] said we had 30 days to cancel and to my surprise since I didn't see the cancellation term on the contract itself, I googled it and learned that it was 10 days providing you faxed/mailed/called them which I did just within that 10 day window. So after faxing and writing to them which were received, I made the call 2.29 and surprise - even if the link below says subscriptions can be cancelled within 10 days, the lady on the phone said cancellation period was actually 3 days so she cannot cancel the membership. https://www.searsvacations.com/terms?v2_term_type_id=3

The program itself is full of misleading. They offer you so called free vacation certificate but what they don't tell you is that the resorts you can select are limited. I specifically asked the guy at the [redacted] whether there was a limit on the places or resort availability when we were there. He said if I can see it on any other site, I should be able to see it on their site. LIES. I perused the site and found that I couldn't get to select 1 resort I actually wanted to visit within the US. It appears most of their savings to make this worth the membership fee is assigned to the resorts outside of the US meaning the amount you may have to spend on airfare especially if you have a family will surely outweigh the benefit of this program. Secondly they provide you with credits to use towards helping reduce the retail price of your resort/hotel, but wait... They also limit the number of credits you can use for each reservation... If you provide the customer with 6000 credits, they should be able to use it as they see fit. One potential reservation limited the # of points I could use to 115 pts which generated mere 11% savings. They don't disclose all of this to you upon signing up.Desired Settlement: I want a full refund of the 399.00 we paid down and confirmation that the membership has been cancelled.

Business

Response:

March 4, 2016

Re: [redacted]

Dear Sir / Madam:

According to our records, Mrs. [redacted] purchased a Sears Vacations Direct Access Membership on February 20, 2016. The cost of the membership was $3,999.00 with a down payment of $399.00 and thirty-six (36) monthly payments of $124.76.

It is the claim of Mrs. [redacted] that upon purchase she was informed by her sales agent “Ali” that she had thirty (30) days to cancel, however, she asserts this information was not noted on the terms and conditions she reviewed on the contract itself, therefore she Googled the information and learned that she in fact only had ten (10) days to cancel providing that she sent in a fax, email, or called within the ten day window. Mrs. [redacted] explained that she had faxed and mailed her cancellation request and also made a call to our agency on 2/29/16 and subsequently learned that the she was outside of the recession period and could not cancel the membership. Furthermore, Mrs. [redacted] felt the information provided about the benefits of the membership at the time of purchase was misleading at best and as a result she wants a full refund and confirmation of the cancellation.

Based upon Mrs. [redacted]’s s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 4, 2016 and a refund was issued for $399.00. The refund was issued back to the credit card we have on file ending in xxxx—5267 for Bruce [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with.

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

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

Consumer

Response:

[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 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. I will keep reviewing the account of [redacted] (spouse) to ensure the credit has been issued

Regards,

Useful

Reply

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

Useful

Reply

Review: I received a call from a rep from sears vactions in april. They scheduled an appointment for me to attend a presentation. They spoke about some great perks like a 1 week voucher to a hotel and some extra discount certificates just for attending the meeting. My wife and I attended the persentation. We were not sure if we wanted to join because of our finacial status... however they gave us a good deAL and stated they could work some payments. We ended up paying over $250 to become members

My monthly payment is $93.57.

The representative who was assigned to us was very kind. No complaints about him. I hAve had my membership for 4 months now and I haven't used their services. I called to cancel and they gave me such a hard time. They send me from agent to agent. One agent told me that he didn't see me in the system. But obviously they do see my money everytime they withdraw from my debit card. Finally I spoke to someone who was able to help me. He seemed to take my cancellation very personal. He said that I made a commitment with [redacted] and that I can't cancel. I told him that I couldn't afford it and he tried to make some arrangements to bring down the price. I insisted that I prefer to just cancel and he wasn't taking no for an answer. Eventually he gave in and told me he will be cancel and said "bye" with in a very coldifferent tone. He didn't even give me a chance to ask him if I will get a confirmation e-mail or number. My wife called back to make sure the services were cancelled. They stated that I will get no refund and that it's already cancelled. I asked abut a confirmation number or e-mail and they said they don't do that. I really don't understand why they don't send you a confirmation cancellation confirmation e-mail. They send me an e-mail when I first joined [redacted] But I guess it's convenient to not send a confirmation e-mail so they can keep charging me again. I am just hoping they really don't charge me. I spent over $500 with [redacted] and they refuse to refund. I haven't even booked anything aside from their free 1 week vacation perk. The deal was that I get the voucher whether I join or not so if I used it should make no difference. Also, on top of that I can't even access the getaways vactions because every time I try to check the deals it tells me "Access denied". My wife called a few times about that issue and they state that I need to use a desktop. I don't want to be going to the library to access sears vactions. I want to do it in the comfort of my home on my phone.

I should've never joined if I knew this was gonna end up like this.

I want my refund and cancellation confirmation e-mail.

I didn't use any of their offers that I supposedly should've had access to once I became a member.Desired Settlement: I want a confirmation e-mail and a refund .

Business

Response:

Re: [redacted]

Dear Sir/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] Direct Access Vacation Package at a cost $2,999.00, with a down payment of $249.00, followed by thirty-six (36) monthly payments of $93.57.

It is [redacted] claim that he was contacted by a [redacted] representative about attending a sales presentation, which he agreed to attend. During the presentation the representative discussed vacation perks such as a one (1) week voucher to a hotel and some extra discount certificates that [redacted] would receive just for attending the presentation. [redacted] further indicated that he was unsure if he wanted to join the program due to his financial status; however, the representative presented him with a good deal and offered to work out the payments. As a result, [redacted] and his wife agreed to pay the $249.00 down payment and the recurring monthly payments of $93.57.

[redacted] maintains that he has had the program for four (4) months, but has not utilized any of the services. Consequently, due to some financial undertakings, [redacted] requested to cancel the package, but indicated he was met with an unfavorable response. Subsequently, he finally spoke with an agent who agreed to cancel the package, but the agent hung up the phone before he could verify if he would receive a cancellation confirmation. It is [redacted] request to cancel the package and receive a full refund and a cancellation confirmation.

In review, [redacted] attempted to use his account to book a hotel stay at the [redacted] for 8/22/2015, but the credit card on file came back unauthorized for the resort fee, and that resulted in [redacted] having to supply a secondary form of payment to secure the reservation. Additionally, our records indicate that [redacted] July payment for $93.57 came back as an unauthorized payment; we made contact with [redacted] and secured a different form of payment. On 7/17/15 the customer contacted our company and advised us that as a result of his July payment being processed at the later date it caused him to fall behind on other financial obligations. We worked with the customer to refund the July payment as a courtesy and set the payment up for a later date.

Around 8/26/15, [redacted] contacted our agency and indicated that due to financial difficulties he would not be able to keep the package and wanted to cancel. Later, the customer was transferred to a Customer Support agent and [redacted] informed him when asked that his reason for the cancellation request was because he is an entrepreneur and he has started his own travel company and no longer needs the package. Our agent informed the customer that he has had the package since April 2015 and was outside of the rescission period and could not cancel and receive a refund, but he would assist in reducing his monthly payment. [redacted] further explained that he does not need the package and wants to cancel, which our agent acknowledged, but reminded the customer that he cannot just cancel the package and get a refund because he has his own business in the travel industry and that he had a financial obligation to fulfill based on his previous purchase.

Our company has thoroughly reviewed this matter and finds that [redacted] was outside of the rescission period when he made his request to cancel; however, based upon our findings and [redacted] statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective August 28, 2015 and a refund will be issued for $436.14. The refund is for the $249.00 down payment and three (3) monthly payments of 93.57 totaling $436.14. The refund will be issued back to the credit card we have on file ending in xxxx—33335. 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.

This response shall serve as confirmation that [redacted] vacation package ([redacted]) has been cancelled effective August 28, 2015 and a full refund for $436.14 was issued to the credit card we have on file. All future payments and benefits associated with the [redacted] package have been forfeited and neither party has any further obligations.

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

Best Regards,

Resolution Specialist

Office of the President

Useful

Reply

Review: I want to file a complaint against Government Vacations Reward based out of Arizona. The address is [redacted], telephone number ###-###-####. They are also doing business as One Vacation Travel. To start, I was due to receive an airline certificate and $200 [redacted] certificate within 2-4 weeks of my purchase of the membership (Feb. 28, 2013) for $1499.00 with monthly payments until the membership was paid up. In addition, when you try to book a vacation with your travel points the selected dates come back unavailable but they claim no blackout dates. Then they only give you 2 years to book using the points that you receive for purchasing a membership. Well my complaint is I never received the airline certificate nor did I receive the $200 [redacted] certificate promised as a part of the membership signup. Therefore, I called GVR and they kept saying it would be mailed out to me. Well, low and behold on May 05/2014 I called and explained that I never received either and they transferred me to another department in which we only discussed airline travel. On that day 5/5/14, GVR gave me a certificate number to go to a website (www.[redacted].com) and redeem a voucher and after redemption, a voucher would be mailed. Excited about doing so because my children and I were expecting to travel in June for their birthdays I get the certificate in the mail and it says it expired 04/30/2014, ironically four days before I even registered for it. I then again, called GVR thinking they made a typo and put 2014 instead of 2015. They said that the voucher is only valid for one year after you purchase your membership, which was/is not stated nowhere in the documents that I received neither at the time of purchase nor at any time of discussion when I requested it on 5/5/2014. The representative, [redacted] (email address- [redacted].com) then said well we do not mail them we send you an email, for you to register for your voucher through www.[redacted] .com then you receive an airline voucher. I told her I never received that email, and I told her I had proof that I was told that it would be mailed to me. In which I do, the account manager ([redacted] (email address [redacted].[redacted].com) who signed me up stated clearly that it would be mailed in 2-4 weeks, then she places me on hold, comes back and asks me to forward that email as a way of her " helping to see what she could do" .bull crap!!!!!! However, I forwarded it to her and then she places me on hold again..... She comes back on the line and says "oh back then (2012) we did mail them", maybe it got lost in the mail.. So I asked her which is it? You note everything on the acct so why wouldnt you be able to tell me if and when it was mailed? She spoke that they had no way of contacting the vendor of airline certificates and that they didnt issue tracking numbers so it was just a lost and that I must have thrown it away. Well they are in fact still mailed out because I received the voucher I ordered May 5th 2014 through the mail and only after I retrieved the certificate registration number form them. And quite frankly it was issued the same way, a voucher number in which they only have access to is given, you enter it into a third party site. You cannot redeem the voucher without the certificate number. Every time I made a statement she would place me on hold, come back with a rebuttal, and say well there is nothing we can do.[redacted] went on to explain that the travel documents were issued through a third party. After two hours of trying to explain and asking for a supervisor I never got to talk to and telling me it was nothing that they could do because they have no way of telling if it was mailed out because the vendor for air certificates was through a third party. She then tried to snub me off with 10,000 points in which everything you try to book anything the request comes back unavailable and you cannot use the points anyway. So in addition to the airline tickets I lost out on, im stuck with 75,000 points that probably cant be used and im due to losing them after 2yrs in which one has passed I have until 02/28/2015 and there are no refunds and they do not accommodate you or find themselves at fault about anything.They are a very fraudulent company. $1400 for a membership that cannot be refunded. They just kept telling me there is nothing they can do about it because they have no clue if I ever received the voucher prior to when I ordered it. They stated I could have thrown it away by mistake and replied how would I?. For 1) I never receive it if im first getting the airline certificate number to apply for it May 5th 2014, it never could have been issued and 2) if its expired then how could it be used wouldnt it say that the voucher had been applied. They also said they have no way of contacting the third party vendor to check the status of it. The story changed every time I came back with the truth she came with an excuse.Desired Settlement: I REQUEST THE SERVICES THAT WERE ADVERTISED AS A PART OF MY MEMBERSHIP OR FULL REFUND OF THE MONEY I PAID.

Business

Response:

Re: [redacted]

Dear Ms. [redacted]:

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

According to our records, Mrs. [redacted] purchased a Government Vacation Rewards Membership Upgrade on February 28, 2013. The cost was $1,499.00 with a down payment of $149.00 and twelve (12) monthly payments of $121.50 until the membership was paid in full. As of today’s date, a total of $999.50 has been paid.

At the time of purchase Mrs. [redacted] was informed that she would get a companion air fare voucher, which states that when she would purchase one air ticket, a second ticket would be gratuitous. Additionally, she was to receive $200.00 in certificates to redeem through [redacted].com.

Based on our findings, Mr. [redacted] had been sent the air voucher; however, upon receipt of the voucher it had already expired. Mrs. [redacted] does not remember whether she received the information mailed to her about how to redeem her voucher. . Finally, we do not have records to establish that we had sent the [redacted] certificate codes to the member upon her membership purchase.

As a result, we have contacted Mrs. [redacted] and resolved this matter. We have offered, the member $200.00 in Vacation cash, which is in addition to the 10,000 points the member was previously given to the companion airline ticket. Mrs. [redacted] will also receive $200.00 in codes to redeem through [redacted].com. The member has been provided contact information to our Customer Service Department in the event she has any additional questions or concerns.

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

Best Regards,

Resolution Specialist

Office of the President

Useful

Reply

Review: I upgraded my vacation club membership to a timeshare on August 6, 2014. The 5,000.00 I bought the vacation club with was used as equity. An additional 300.00 was added to my deposit. When I got home I decided I didn't want the timeshare after all. I called the closing officer on August 9, 2014 and told her I don't want it after all. She said I can't get out of it since it was quick claimed. The law in [redacted] says that I have 10 days to rescind. On a federal level I have 3 business days so I meet the criteria either way. I was never given a contract, only the deed. I have not been provided an address so that I can cancel. [redacted] law states that I am supposed to get a contract and that it should have in conspicuous type that I have 10 days to cancel along with the address of where to send my cancellation letter. She said she will call me on Monday and see if there is maybe a less expensive alternative such as a resale, since I can't get out of this contract for some reason.Desired Settlement: I want the address of where I can send my cancellation letter. I want my vacation club membership back along with the additional 300.00 for the deposit.

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] has not purchased any products or services under her [redacted] with our agency. We spoke directly with [redacted] and she confirmed that she has spoken to the proper party regarding the matter and the corporate office of [redacted] is assisting her to get the refund she requested. [redacted] indicated there was no additional action that needed to be taken by our agency at this time. 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

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,

Useful

Reply

Review: On April 2nd, 2015, I contracted OnBoard Vacations about a travelling package with the promises that once I signed up for it, I would have access to their web site to select a cruise and resort stay in [redacted] and [redacted] Once I signed up, the company was not able to provide such services as promised and, frustrated, I submitted an e-mail to Ms. Rachelle M[redacted] on April 3rd cancelling the agreement. Since that cancellation e-mail was submitted, I received no notification of any sort from the company or individual representatives, including the acknowledgment of the cancellation. The same notification was made via phone to the sales rep, Larry, [redacted].That same day I contacted [redacted] to advise them of the transaction and subsequent cancellation and the charges were placed under dispute. During the on-going dispute process, the company sent a letter to [redacted] (my name is not even remotely close to my real name) claiming that I did not cancel the agreement within the designated 10 day grace period and because I never received a confirmation of the cancellation the company insists the cancellation does not exist.I entered into this agreement in good faith expecting an exchange of specific goods and services that were never delivered. Further, the company never sent any terms and conditions on this agreement for which that claim I failed to abide and never acknowledged my cancellation. I'm not certain about their work ethics and business procedures but the absence of any subsequent correspondence following my cancellation e-mail suggests that some intentional and un-business like practices may be in question.I take this opportunity to warn other consumers that may be considering doing business with this company it may not be in the best interest of the consumer and I request that any and all dealings with this company be considered null and void.Desired Settlement: That all charges relating to this transaction be deemed null and void and prohibit the company to use my [redacted] card for any and charges.

Business

Response:

Re: [redacted] Dear 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. According to our records, Mr. [redacted] purchased an Onboard Media Registry Vacations Package on April 2, 2015. The cost of the package was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of 159.00. It is Mr. [redacted]’s claim that upon purchase, he would receive access to the website where he would have an opportunity to search for vacations in Australia and New Zealand. Mr. [redacted] further explains he was unsuccessful in locating availability as promised and subsequently sent an email to Ms. McClurg on April 3, 2015 indicating that he wished to cancel the purchase. Mr. [redacted] notes that he has not received a response to his cancellation request, even though he also made the same request with Mr. Poe over the phone. As a result of his failed attempts to get the account cancelled, he submitted a dispute with his financial institution. Based upon Mr. [redacted]’s statements he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective July 1, 2015. A refund was issued for the $299.00 down payment and two (2) monthly payments for $159.00. The total refund issued was $617.00 to the credit card ending in [redacted]. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, Shannon [redacted] Resolution Specialist Office of the President

Useful

Reply

Review: The company failed to send me a packet and now I have repeatedly asked them to cancel my service for the third time. I first called them in 2013, then on nov2014 and on January 2015 and finally on 08/03/2015 and They refuse to cancel my service.Desired Settlement: I would like for them to cancel my service as I never utilized their service and would like a refund. Thank you

Business

Response:

Re: [redacted] Dear Sir/Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a Westgate Cruise & Travel Collection membership. The cost of the membership was $2,499.00 with a down payment of $199.00 and eighteen (18) monthly payments of 136.78. It is Mr. [redacted] claim that after the purchase our agency was supposed to send him a packet; however, he never received it. He further states that he asked several times to cancel the service, but his request was not honored when he contacted our agency on at least four occasions, with latest attempt being on August 3, 2015. Our records indicate that Mr. [redacted] purchased the membership and made the initial down payment and first monthly payment; however, we received multiple declined payment attempts on the account for subsequent months. As a result we made collection attempts on the account and reached out to the member via phone and email to advise him that the account was delinquent. As a result of the latest inquiry and upon further review, we have determined that we will cancel the account and issue a full refund in the interest of customer satisfaction. Effective August 8, 2015, the account was cancelled and a full refund was issued back to the credit card on file. The refund can take approximately seven (7) to ten (10) business days to receive depending on his financial institution. We would like to thank for allowing our agency to provide additional facts and a resolution to this matter. Best Regards, [redacted] Resolution Specialist Office of the President

Useful

Reply

Review: In talking with the person who sold me a package and the person who confirmed the package, all of the needed information was not discussed or explained. In looking for resort locations, the ones I did find on the website were the lower grade resorts from RCI. The cruises require additional payments which were not explained. In talking about cruises I was told that the 7 day could be used for longer cruises as I was talking to [redacted] about a 15 day cruise and she said it could be used. There was no mention of additional costs. There was no explanation that if it was a 7 day cruise, it is only in the off seasons without paying additional feed. I can go to a time share presentation, get a free cruise and pay the port fees and taxes. The difference here is I paid $2200 and still have to pay the same fees.Desired Settlement: I would like to have the contract cancelled.

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 researched and documented our findings and we would like to provide you with additional details surrounding this matter. We have reviewed the complaint and based on the records it appears that Mr. [redacted] purchased an RCI Registry Vacations Membership on July 31, 2013. The cost of the membership was $2,299.00 with a down payment of $99.00 and eighteen (18) monthly payments of $131.22 until the membership was paid in full. To date a total of $230.22 has been paid toward the membership. At the time of purchase Mr. [redacted] completed a recorded sales validation with [redacted]. The validation consists of the validation agent reviewing the promotional offer(s), member information and form of payment to be used for the down payment and future monthly charges. During the review of the promotional offers Mr. [redacted] was advised that he would receive one (1) complimentary cruise certificate for three (3) or four (4) nights for two people. The certificate is valid for redemption on select cruise lines and itineraries. The bonus cruise will also have port charges, fuel surcharges (if applicable), processing fees, government fees, and upgrade options will be available at the time of booking as well for an additional charge. Before the call ended Mr. [redacted] asked about what the amount of the processing fee would be. He was advised by the agent that the fee is $25.00 with our agency. In further discussion Mr. [redacted] acknowledges that he has taken shorter cruises before and understands that there are port and government fees associated with the booking. Mr. [redacted] was asked if had any questions about the promotional offers that were being reviewed with him and he stated that he had no questions. Unfortunately, at this time we are declining Mr. [redacted] request to cancel and receive a refund for any monies paid to date as he was properly made aware of the additional charges associated with the redemption of the cruise certificate. We apologize in advance for any inconvenience this matter may have caused Mr. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter. Best Regards, [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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The 4 day cruise is a promotiional cruise which is given out from many organizations for just attending a presentation. The 4 day was given as an additional perk for just purchasing a package which was a 7 day cruise and a one week stay at a resort. There was no mention as to the requirement for the 7 day cruist that additional cost were to be payed such as port charges and federal taxes. I can go to any website which sell cruises and purchase the cruise and then go to RCI and purchase a one week stay at a resort being the same from RCIcruiser or RCI direct and pay much less for the cruise. If there is a recording of all of the transactions, I would like to see that in writing.Their answer to the original complaint does not address the problems with the purchase of the program they were sellingI find the replay from [redacted] to be interesting. The package I purchased was a 7 day cruise and a 7 day stay at a resort or 2-3 day stays at a hotel. The problem I have is with this package. I was told that I was purchasing these two items. I was never told that I was being required to pay port fees and taxes on a 7 day cruise which can be an additional $500 or more depending on the cruise. When I talked to [redacted], it was mentioned that the 7 day cruise could be used for longer cruises with no mention of additional charges for additional days. In looking at their website for travel times for a resort in Mexico next year, there was nothing available in the whole country. Now to the reply on the 4 day cruise. I did not purchase that cruise and was not included in the package, I was only purchasing a 7 day cruise and a week at a resort. The four day cruise was a gift for signing up the last day of the month. I have no complaints with that it should be able to be used since it was a gift. Going through the RCI website, I can purchase weeks at properties and take the same 7 day cruises for less money than what was paid. I am not asking for a full refund, just to cancel the contract and they can keep what has been collected. I understand there are port fees and taxes when given a free cruise. I was not told that when paying for a cruise and a week at a resort there would be additional fees to pay. Also, I was not told I was purchasing any kind of membership into any type of club or organization as I am already a member of RCI.Regards,[redacted]

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 researched and documented our findings and we would like to provide you with additional details surrounding this matter.We have reviewed Mr. [redacted] rebuttal response and at this time our position remains the same. A recorded sales validation was completed and Mr. [redacted] was advised that he would receive a cruise for at least 7- days for two in a minimum of an inside cabin with upgrades available and he would have eighteen (18) months to book those vacations. The validator then states that for the cruise there will be port charges, fuel surcharges if they apply, processing fee and government fees that are charged at the time of booking as usual.The recorded sales validation was completed on July 31, 2013 with [redacted] at which time Mr. [redacted] agreed that he understood the conditions of redemption for all certificates associated with the package.Unfortunately, at this time we are declining Mr. [redacted] request to cancel and receive a refund for any monies paid to date as he was properly made aware of the additional charges associated with the redemption of the 7- day cruise certificate.We apologize in advance for any inconvenience this matter may have caused Mr. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter.Best Regards,[redacted]Resolution SpecialistOffice of the President

Useful

Reply

Review: Two problems: 1. I booked four nights at the [redacted] Inn & Suites North in [redacted], and it turned out to be a disgusting hotel. The carpets were old and heavily stained, there were so many insects swarming in the eating area in the lobby that I refused to eat the free food they offer, only to find that the same insects were everywhere in the room we received. There were other issues with our room as well, so we requested that it be changed, only to end up in another dirty room with a leaky ceiling and towels that had dead bug segments on them. When we complained to the manager, she offered us a free night at the same hotel. Of course I refused and asked for either a night to be credited to me or a free night elsewhere (another [redacted] hotel). She told me that this could not be done because I booked the hotel through [redacted], and that I needed to call them.

So I called them. I spent about 45 minutes speaking to a representative who ultimately told me that she had to wait for the manager of that hotel to return her call, but I should hear back from her within 24 hours. She then gave me her extension, but told me that she wanted me to speak with someone else so that they could explain all of my benefits to me. I said sure. So the next representative named Riad, spent another half hour explaining my "benefits", which I knew would really end up being a paid membership. I was on the fence about it, but figured that if it's through USAA, it had to be legitimate. Before agreeing though, I told him that I had to speak with my wife before a final decision. He told me that I could put down a $200 deposit (for a soon expiring promotion) and call back the next day to get a refund if my wife said no.

The trouble began after 24 hours passed and I had not heard from Randy, the first rep. I called her extension, which seemed to be completely fabricated because it only hung up on me without ringing.

Then, I called after speaking with my wife and deciding that we didn't want the membership. The savings I was told it offered were nowhere near realistic according to the online inventory. I was transferred numerous times to about 5 different people that wanted to talk me in to keeping it. After finally being told I would receive a refund, I hung up, only to get a call from the rep that sold me the membership. He left a message trying to talk me into keeping it again.

Over a 2 weeks have passed and I am yet to receive my refund. I called back numerous times and the same thing happened. I've opened a dispute through my credit union to receive the money that is owed to me. Oh, and as for a credit for the $500 dollars that I spent to stay in a roach motel for 4 nights; I received a whopping $58. Not even half of what it cost to stay there for one day.Desired Settlement: I want the $200 dollars refunded to me and the free night I was promised or the dollar equivalent.

Business

Response:

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

Useful

Reply

Review: Sears informed me that my hotel rate at the time of booking online was $364.00 after my hotel stay my debit card was charged an additional $135.00 which caused my account to overdraft so that was an additional $35.00. I was informed five days ago I would receive a refund in 48 hours. I have been calling customer service for the past 5 days and still no resolution.Desired Settlement: Presently due to my account being overreacted I would like a refund for my overdraft fees of $35.00,plus the $135.00 that I should have never been charged. I also feel I should be offered a free hotel stay of my choice day and time for my inconvenience I have suffered.

Business

Response:

Re: [redacted] Dear Revdex.com: 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 a hotel stay at [redacted] in [redacted], Florida. The travel dates were for July 5, 2015 to July 7, 2015 and all charges were paid in advance through our agency. To review, we made contact with the property and spoke with Jennifer in the billing department and she confirmed the hotel erroneously charged Mrs. [redacted] $133.28 upon checkout, which they have refunded back to the her credit card. Mrs. [redacted] verified with our agent Ms. Hall that she has received the refund. In addition, Jennifer and Mrs. [redacted] spoke to her financial institution, who agreed to waive the $35.00 overdraft fee. 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

Useful

Reply

Review: I went to a advertising sales pitch at sears vacation center, and I was promised that they would be the best way for me to vacation. for coming and for signing p they gave me vouchers that they said could be used anywhere anytime I wanted to vacation. 1 was a gift and the second I couldn't have until I payed a certain portion of the agreement on my account. I went to use said vouchers and was told that they could be use, I was told that if I could use them they could only be for certain hotels, and during certain dates. Information that is not said or disclosed prior to the company taking my money. false advertisement of services and what they can do for there customers is basically wha this company does and has done to meDesired Settlement: The company can A) refund me the 1600 that I have currently put into the account or they can B) make my vouchers that I was promised work for the hotel of my choice, time and destination of my choice as I was told by there employee I would have.

Business

Response:

Re: [redacted] File 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] complaint, we are unable to locate any Sears Vacation membership purchase of $1600.00. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the Sears Vacation account number, or if the account is in another name, 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 Br[redacted]

Resolution Specialist

Office of the President

Consumer

Response:

the account is under [redacted]. My fiancé is also under the account so it should also say [redacted] When I look at the account it has us as [redacted] and [redacted] and [redacted].

Business

Response:

Re: [redacted] File No. 11083275

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.

As previously mentioned, we are unable to locate any Sears Vacation membership purchase for Mr. [redacted] or his fiancé Trisha Carle. I have reached out to Mr. [redacted] using the phone number on his complaint; however, the person answering that number indicated that they have no idea who Mr. [redacted] is.

Unless Mr. [redacted] provides us with his Sears Vacation account number, we will be unable to address his concerns.

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,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Useful

Reply

Review: Hello,

I'm not happy with GVR/CF ONE. This is my first booking with you guys. I don't like that I was led to believe that I was being charged in $CAD but when the site took me to the page after entering credit card info, for the first time it read $USD. This is deceiving to the customer. Why isn't the price labeled with USD so that to avoid confusion? I think you saved me all of $5.

In addition, I have stayed in so many [redacted] hotels around [redacted] and there has always been a complementary breakfast. Not at the one I booked? And their elevator doesn't work either?! Can you not include this kind of information about each hotel on your site?

I called GVR customer service minutes after discovering these negatives, had to talk to 3 different agents. Finally, after being on the phone for almost an hour on a landlines (at my end) the agent hung up on me! What a waste of time to still have nothing resolved.

Please consider a refund. I would like to consider using you in the future and possibly benefit from the program. Government Vacations should update their site to include mentioned info.Desired Settlement: I would appreciate a refund or an exchange.

Business

Response:

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] complaint, we are unable to locate any Government Vacation Rewards membership purchase. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the GVR account number, or another name that might be on the account, this will enable us to research and resolve this claim. Mr. [redacted] phone number on the complaint is incomplete as well.

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,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Consumer

Response:

My card number is [redacted]My phone number is [redacted]'m not sure what else GVR needs since the complaint was complete and accurate in every field. When I called to speak to someone at GVR they found me in their system. My booking number was [redacted]

Business

Response:

February 12, 2016

Re: [redacted]; Case No. [redacted] Dear Sir or Madam:

As mentioned previously, the information provided on Mr. [redacted] original complaint included an incomplete phone number ([redacted] and a different email than the one listed on his account. So you know, the phone number Mr. [redacted] provided in his rebuttal ([redacted] failed once again to match the phone number on his account. Fortunately, Mr. [redacted] provided a booking number that allowed us to locate his account. In pulling up his account, I could see that his last name was misspelled. Unfortunately, this created a difficulty in locating his file by his name. I have made the correction to his name. Using his account number, [redacted]n the future, will allow us to assist him in a timely manner.

Mr. [redacted] indicated that the [redacted] Hotel he stayed at did not serve a complimentary breakfast, as the others he has stayed at do, and that the elevator did not work. We do not own, operate or maintain the hotels and/or resorts available to Mr. [redacted] through his membership. Therefore we would not be able to list that information on the web site.

We have taken Mr. [redacted] feedback regarding the USD/CAD exchange and provided it to the appropriate management to ensure we address those concerns. It is our goal to provide our members with exceptional customer service. On behalf of our agency, we will continue to strive to deliver the best quality and service in a friendly and professional manner. Further, as a good will gesture, we have added $200.00 in vacation cash to Mr. [redacted] account for his use in booking his next vacation.

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,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Useful

Reply

Review: Me and my sister went to sears for shopping and one of your sears vacation rep approaching and told us about the sears vacation program. She also says that if we sign up today we will get 1 night free and if we verify with company with phone we will get credit that can use toward hotel, car, air, cruise just like how [redacted] works. So, we both sign up and that night we called the company and verify we signed up and got some code to use. At that time rep told me on the phone me and my sister have $200 savings credit toward next vacation. 1/13/16 I loged in to sears vacation website to use the credit toward hotel booking. I was unable to. I called the customer service and your rep told me that I should be able to use $200 toward hotel but some how the system is not working. He says he will talk to superviser. After he came back he says superviser will fix this but will take time to update in system. Now, today 3/1 I logged in again hopping all should fixed. It was not. I called customer service again. After the 3rd person (first person just hang up on me), he told me that I cannot use $200 toward hotel, air and car with some point system explanation. Which, I was not told from the beginning. I asked for the superviser he says there are no superviser at this moment. So, in my point of view, until now every rep I talked to was liar and scam. Please fix this problem as your rep promised ($200 toward hotel, air, car). Also, my sister's account too.Desired Settlement: I want to use $200 savings credit toward hotel, air and car as promised by your rep.

Also same as my sister's account.

Business

Response:

March 4, 2016

Re[redacted] Case No. [redacted]

Dear Sir or Madam:

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

Our records indicate that Ms. ** received $200.00 in Savings Credits when she signed up at the Fiesta Mall to receive information on future travel. Those savings credits were added to her account number [redacted] on January 10, 2016 and will expire on January 10, 2017. Ms. ** can use the savings credits for her future travel and can access those savings credits on the website at [redacted]. Her Member ID is her email address and her password is the last 4 digits of her phone number.

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

Useful

Reply

Review: I purchased a cruise/vacation package which included 2 weeks of time shares. Those weeks were scheduled in [redacted] on 1/04/14 and 1/11/14 at 2 different timeshares. While staying at the first [redacted] we noticed construction equipment at the second place, [redacted]. On 1/05 I inquired of their managment what was going on and was told they were renovating and [redacted] was supposed to have notified me. I had received no notification. There was jack hammering, balconies had been removed and even though they were taking guests my husband questeioned whether it was physically safe. I was allowed to see the room we had been assigned for 1/11 and discovered due to the musty odor and dust it would have been medically unsafe for my husband and me to stay there because we both have lung conditions that would have made us sick. I immediatley( 1/05)called the [redacted] vacation number ([redacted]) and asked to be placed in another timeshare. I was told the deadline had passed and I could not cancel. They did not address the fact that I had not been notified of the renovation. I explained that I was already in [redacted] and did not want to cancel but wanted to be moved to a place that would not make us sick. I called at least once and sometimes several times a day and spent hours on the phone. I was never allowed to speak with a supervisor but was told that I would have a place and they were only awaiting e mail conformation of the reservation. I continued to call and late Thursday evening was told that they just had to wait for email and nothing could be done. I explained I had to check out of my timeshare Sat 1/11 and leave [redacted] because I would have no place to stay. [redacted]. who manages [redacted] said they would move me to another of their properties but since I had booked with [redacted] they could not. I spoke with [redacted],[redacted] and [redacted],( who said he would contact [redacted] who handled relocations and she would call me) during this time. I never heard from [redacted]. As of today 1/14, I am back home and still no one has called me. I would like to have my week reinstated to be scheduled at a later date at my conveniance and my $ 181.99 paid for upgrade to 1 bedroom returned since I did not use the timeshare.Desired Settlement: I would like to have my week reinstated at a time and location of my choice and a refund of the $ 181.99 I paid to upgrade to a 1 bedroom unit.

Business

Response:

January 16, 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 resort stay at the [redacted] in [redacted] for seven (7) days at a cost of $181.99. Her dates of travel were from January 11, 2014 to January 18, 2014. We understand that due to renovations that were taking place at the property Mrs. [redacted] claimed that she was unable to stay at the resort. Based on our conversations with her, Mrs. [redacted]s believes indicated that our agency should have been notified of these renovations prior to her check-in date; however, we have no record of any notification from the resort property. While we are not responsible for the condition of the properties that we book for our members, we value customer satisfaction. Therefore, effective January 15, 2013 we have issued a refund for the requested amount of $181.99 which is the cost of the stay. The refund has been issued to the credit card we have on file. We have also reinstated Mrs. [redacted]’s resort certificate and set an expiration date of May 15, 2014. The resort stay was booked on June 26, 2013 and the certificate originally expired on October 28, 2013. There was approximately four (4) months left on the certificate before it expired at the time of booking. The certificate has been reactivated for an equal amount of time to what the member had left to use on her original resort certificate. 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

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 need clarification; do I book by May 15,2014 or do I have to use by May 15, 2014 and who do I call to book this week so I can be sure It will be known by them that I have the week. I would like a certificate with reference number mailed to me, and I will accept the resolution.

Regards,

Business

Response:

January 21, 2014 Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mrs. [redacted]’s position to our attention. We can provide the following explanation as a clarification and update to our earlier letter concerning this matter. Mrs. [redacted] can apply the certificate to another vacation by booking a trip before the expiration date of May 15, 2014; the actual travel can be completed at a later time. If she wishes to book the week by phone with an agent, she may reach an agent at telephone number [redacted]. For clarification, there is no certificate or voucher to send in the mail; however, if she would like to verify that she has the certificate she may log on to the website at [redacted]. The username will be the member ID number and the password will be the last four (4) digits of her home number unless the member has logged in previously and changed the password. We would like to thank you for the opportunity to clarify the status of this matter by providing this additional information. Best Regards, [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 2/15/2014 for the business to perform this action and, if it does, will consider this complaint resolved. $ 181.99 should be returned to my credit card account by then.

Regards,

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Review: I signed up for Govvacatiorewards.com on 11/29/13, after a phone call from [redacted] (I have at this moment no access to his full name). I recall him assuring me that I could cancel at any time for a full refund in the next two weeks. I do not recall being told that I would be stuck in a 2 year contract after that period without recourse. Somewhere after the second billing in early December (~12/12/13) I realized that the times and prices offered on the site were not a match for those I could find independently and decided to cancel. I was then informed that it was over two weeks since initial purchase and they could not refund my money as per the terms posted on the website. At this point, this was fine with me, as all I wished to do was cancel future services and no longer be charged. After a number of phone calls, I was told that this was possible and I would not be charged in the future and my subscription had been canceled. I asked for a confirmation of cancellation and was told a supervisor would email me that information. I was then on travel for the next month and it skipped my mind and I was unable to review my accounts until today when I discovered I have been continued to be charged.Desired Settlement: OVC Cruise & Travel should have ceased charging me after 12/07/13. Charges from 1/07/14 and 2/07/14 should be refunded. If this does not sound reasonable enough, I am even fine with leaving those charges in place as long I receive confirmation that my account is closed and that I will no longer be charged for their services. Thank you.

Business

Response:

February 12, 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 Government Vacation Rewards Select Access Membership Upgrade on October 11, 2013, which contains a ten (10) day right of recession. The cost of the membership was $1,999.00 with a $99.00 down payment and eighteen (18) monthly payments of $114.56.

A review of the file shows that on November 14, 2013 Mrs. [redacted] contacted our agency and advised that she wished to cancel the above referenced membership because she could not find a vacation package that worked for her. The member was advised that she was outside of the rescission period and a refund could not be issued.

Based on our records, Mrs. [redacted] had several conversations with our agency on November 14, 2014 and confirmed that she understood that she would not receive a refund; however, she still wanted the membership cancelled and all future payments ceased.

Based upon Mrs [redacted] statements that she did not want to remain in the program and in the interest of customer satisfaction, we have decided to cancel the membership effective February 12, 2104 and a refund will be issued as requested for the December and January payments. The refunds will be processed in two separate transactions for $114.56 per payment; this includes the $9.00 processing fees. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted]. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs. [redacted] banks with.

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

Best Regards,

Resolution Specialist

Office of the President

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 would like to confirm that this resolution will also include the refund for February (in addition to the stated refunds for December and January), as your letter explicitly states that I was promised no further charges after our discussion on Nov 12. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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Review: we purchased a vacation package on May 9, 2014. $99 dollars was drafted on May 12th for the first payment. After being sold a specific cruise package for a set price, validation completed and all set we received a call asking for more money for the cruise. We chose to cancel the membership due to sketchy things being told. On May 20th, 2014 I spoke directly to [redacted], ext [redacted] regarding cancel and refund. I was told 7-10 business days refund would happen. I was told NO other drafts would be made since cancel. I sent an email the same day for confirmation of the people I spoke to and what was told. ( I cc myself). After waiting 10 business days I called and left numerous messages for [redacted], for [redacted] ext[redacted] and for [redacted] ext [redacted]. I also emailed the same people. Another payment of 114.28 was drafted from our account on 06/07/14. Today I was finally able to get [redacted] to answer the phone. He disregarded all my emails, calls and concern for refund and additional money drafted. I was transferred to another person- [redacted], ext 4234-who once again said "oh we will cancel and you should have your money in 7-10 business days". I have paid 30 dollars to my bank to cancel any future drafts from this company. I have each email sent and can forward if needed to prove my attempts to contact and get resolution. I explained that if not resolved I would contact Revdex.com. I have had no response from ICE.Desired Settlement: I want my $99 and my $114.28 refunded.

Business

Response:

Re: [redacted]

Dear Ms. [redacted]::

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

According to our records, Mrs. [redacted] purchased an ICE Rewards Membership on May 10, 2014. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.

On May 20, 2014, Mrs. [redacted] contacted our agency and requested to cancel the above referenced membership due to discrepancies with pricing she received for a cruise. Due to an administrative delay in processing her recession, the account was not cancelled before the next monthly payment of $114.56 was deducted from her account.

Based upon Mrs. [redacted]’s request to terminate within the allowed ten (10) day recession period, we have cancelled the membership effective June 9, 2014 and a refund was issued for $99.00 and a subsequent payment of $114.56 was refunded on June 13, 2014. 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 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

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,

Useful

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Review: On June 5, 2014, I received a phone call from Josh Jones with RCI telling me about a cruise vacation package. He told me of various deals and had me use my tablet to get on a website. By the end of the conversation he had convinced me to purchase a cruise that I had a year to book and two years to take, three hotel certificates and a bonus 3-7 night stay at the resort of my choice. He had me speak with his supervisor, [redacted], and later a [redacted], who confirmed my promise to pay. I explained that I was not comfortable using a website to look that the various vacation packages, not only because I prefer things on paper, but more importantly, I was limited to a seven inch tablet and found it difficult to use. He promised a "package" in the mail that would explain all. I asked him, and confirmed with [redacted], that I had ten days to cancel if I changed my mind. On June 14, 2014, I got my mail upon returning from work. I opened a single page letter from RCI Travel congratulating me on my package, giving me access to a website and promising a RCI Travel Hotel Savings Specialist would call me within the next few business days. The bottom half and entire reverse side of the paper was all financial information, the reverse a Truth In Lending statement for International Cruise & Excursion Gallery Inc. My immediate thought was "who is this and when did I deal with them". I picked up the phone to speak with Josh Jones only to leave a message saying I had concerns and wanted to cancel. I left messages for him everyday for the next few days, and then every week. I tried several times to reach somebody, anybody else through the telephone number I had, and unfortunately, to use their phone "transferring" system, one had to know a last name. I didn't have [redacted] or [redacted]s last names. Life went on, I had half way resigned myself to the fact that I was stupid enough to be suckered into a vacation package and continued to leave messages, each one explaining that I was furious about just that, being suckered into a vacation package and that I thought is so very convenient that I received the "package" on the tenth day, too late to cancel, and that I had yet to receive the phone call from the "specialist".Desired Settlement: So far I have been charged in June, and July via credit card. It wasn't until I left a message saying somebody better call me back real soon because the credit card they were charging was no longer valid. I received a call back on August 1st from [redacted] who explained that [redacted] Had been sick and his supervisor [redacted] had been terminated. [redacted] promised me his personal attention and said he would have a "package" explaining everything to me, and taht he would see what else he could do for me because I was so upset. I asked several times why he hadn't offered to refund my money to me and he basically ignored responding other than once he said he thought I really wanted to go on an Alaska cruise. He did eventually transfer me to another person who took my bank account info so that August, and future deductions may be made. September will deducted from checking account on September 7th.

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Review: I originally purchased vacation plan with Registry Vacations in Fall of 2013 (my payment plan started on 9/18/2013). I had signed up for a $1500 vacation package that included two, seven night resort stays and a cruise package. After thinking about the plan I had purchased (within the set time limit) I called back with the intent of cancelling the plan because I knew I would never go on a cruise. When I spoke with the representative they offered me the chance to not cancel altogether, but move my plan to a $1000 vacation package with one seven night resort stay and a cruise package, but that they would change the cruise package to a resort stay for me since I would not purchase the plan with a cruise package (because, as I had told them, I do not like cruises). This all happened in September and October of 2013. I scheduled a vacation with Registry Vacations in February of 2014 that would take place in March of 2014 using my one, seven night resort stay package. When I schedule that resort stay they were very helpful and also reiterated to me (after I double checked again) that my other certificate was noted in my account as being changed to a resort stay (not a cruise), but that I would have to call back to get it scheduled as the online program would not work and they would have to override it. I was assured by the agent I spoke with and then a manager that these changes were noted on my account and that I would have nothing to worry about. I went on that initial trip using my resort stay certificate and everything was excellent. I have been trying to contact Registry Vacations and speak with someone to schedule my next and final resort stay with the company since March 2015. I knew that I had to schedule it because my certificate would be expiring soon. I called the Registry Vacations number 2 or 3 times in March only to be told that (first) they could not schedule the trip for me and I could only take a cruise, (second) that yes they did see the multiple notes on my account saying it should be transferred to a resort stay, but that they had to contact some higher manager to do that and that they would call me back (which never happened) and then (three) they just put me on hold for upwards of 30 minutes and redirect me to someone who does not know what is going on or I am disconnected from their phone system. After all of these phone calls in March and April of 2015 I was finally put in contact with a woman named [redacted] at extension 4344. [redacted] was very helpful in listening to my situation, but said that it really was not part of her department and that she could redirect me back to the resort and cruise department which never answer their phone. I have spoken with [redacted] 3 times in the last week and she listens and is helpful and even admits that yes she can see the notes on my account that say I was promised my cruise certificate would be changed to a resort certificate- she even contacted someone within the company to re-instate my certificate through July 2015 since in the time that I had been trying to contact the company it had expired. The last time that we spoke (Monday, April 27) she said that she was giving my case and information to her boss so that she could speak with someone else about my experience and how it was not being handled and that I would hear back from her. It has been over a week and no one has contacted me. When I tried to call back today I was sent to voice mail.Desired Settlement: I paid $1000 for this package. I have used half of the package that was sold to me. I have been unable to talk with anyone that will honor the multiple notes on my account stating that my cruise certificate can be changed to a resort stay - they all refer to me a higher individual who never gets back to me. I would like a cash/check refund for half of the purchase price that is owed to me since I have been unable to schedule the resort vacation package that is noted in my account.

Business

Response:

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. According to our records Ms. [redacted] purchased a Sears Registry Vacations package on September 18, 2013. The cost of the package was $999.00 with a down payment of 99.00 and twelve (12) monthly payments of $75.00. To date the package has been paid in full. It is Ms. [redacted] claim that when she purchased the package she was advised she could convert her cruise certificate into a resort certificate. Ms. [redacted] made this request as she was not interested in cruising. She further states she has contacted our agency several times and has been advised that the certificate will be converted; however, it must be completed by the manager. Unfortunately, the conversion has not taken place and Ms. [redacted] has not been able to book the resort vacation. Based on the information reviewed in the complaint Ms. [redacted] was advised she could convert her cruise certificate to a resort certificate; however, it appears the delay has occurred because the cruise certificate in question is only for 3/4 nights. In order to convert the cruise certificate to the resort certificate the length of the cruise must be a 7-night certificate. It appears this is not a fact that was explained to Ms. [redacted]. In the best interest of customer satisfaction, we are honoring Ms. [redacted] request to use her cruise certificate for a resort stay. We have made contact with the appropriate departments and made them aware of this matter. Ms. [redacted] will need to contact the following individual who will assist with booking her resort stay: Sears Vacations – Robert Hillman ###-###-#### / Ext. [redacted] Tuesday and Thursday 9:45 am to 7:15 pm Wednesday 8:00 am to 4:30 pm Saturday 7:00 am to 5:00pm 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

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 am not satisfied with the proposed resolution because I have already been told that my request for the conversion of the cruise portion of my package to be converted to a resort stay would be honored on multiple occasions and it has never been honored. After almost 2 months of phone calls and hours of wasted time trying to contact anyone within Registry Vacations that would honor the package agreement that was sold to me I made the hard decision to contact the Revdex.com in regards to this issue. I do not feel comfortable interacting with anyone within the Registry Vacations company after the numerous dead end conversations, "disconnections," and un-returned phone calls over the past 2 months. I do not trust that whatever resort package I would book with this company (as a result of this complaint) would be legitimate or worry free for me; especially since I would have to continue to put out more money towards travel expenses (car or plane) to get to the destination and then, perhaps, find out that my resort stay was somehow not booked correctly. In short, I am not confident that Registry Vacations will fulfill their end of the agreement, I am not comfortable in contacting them, and I am done wasting my time trying to get them to live up to their agreement after more than 2 months of trying to get them to do that already (and the only reason they are saying they will honor their agreement now is because I contacted the Revdex.com and filed a complaint!). I would like a refund in the amount of $500. This is half of what I paid for the vacation package agreement that Registry Vacations failed to deliver.

Regards,

Business

Response:

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.We have reviewed Mrs. [redacted] inquiry and in the best interest of customer satisfaction, we have cancelled her account effective May 27, 2015 and issued a refund for $500.00. The refund will be processed in seven (7) separate transactions as follows; six (6) payments of $75.00 and one (1) payment of $50.00. The refunds will be processed back to the credit card on file ending xxxx-[redacted] exp. 1/2016.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 SpecialistOffice of the President

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International Cruise & Excursion Gallery, Inc.

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