International Cruise & Excursion Gallery, Inc.

Review: I took a trial membership with this company and they said they would call me and go through the program with me. They did not call nor did they e-mail nor send any information on their program. I called to cancel. The receptionist was very loud and tried to twist everything I said. The company finally said they would reverse the trial except that I would pay 99.00 for nothing. The Staff was very confrontational and very high pressure. Sales were very much like a time share but worse.Desired Settlement: The 99.00 charge removed from my credit card.

Business

Response:

June 4, 2013

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

602-264-5299

www.arizonaRevdex.com.org

Re: [redacted]

Complaint ID #: [redacted]

To Whom It May Concern:

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

On May 24, 2013 Mr. [redacted] agreed to purchase a Sears Vacation – Savings Credits Membership Upgrade. He made a one time down payment of $99.00 and was advised that the recession period was 10 days.

Mr. [redacted] called in to cancel his membership on June 3, 2013 as a good will gesture the

$99.00 down payment will be refunded to the original credit card charge. Please allow 7-10 business days for the refund to be processed.

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,

Customer Relations

Office of the President

Review: I was called back in March by [redacted], who sold me a vacation package with a down payment of $99. ,Subsequent payments were to be $89, but I had an ongoing period of hardship, so I call SV to cancel my subscription. I was told I absolutely could not cancel, because I was outside of a "rescicssion period" that I had not been informed of during my initial call with [redacted]. I could not verify this because I had received no welcome packet, receipt, or confirmation of the package created by [redacted] outside of the SV account and the money being funneled out of my account every month. Not questioning this, I was told I could cut my payments in half (to $43.39) for three months to make it easier to make the payments. I accepted, and though I struggled to make the payments and had no access to the payment manager, I did so every month without defaulting on a single one. I called multiple times after this inquiring after my welcome packet which I did not and still have not received.

Last week, someone called from SV to entice me with a new package that I declined. This brief call but reminded me that I had a vacation package attached to the monthly fee that I had begun to pay by rote, with out questioning it. At this point, my payments had gone back up to $86.78 , and I was struggling with them yet again. I called back a few days later to cancel, and explained to [redacted] the details of my complaint with the company and my desire to be done with it. He told me that because of the rescission period, I could not be refunded. I told him that because I had not received any documentation, I had not been made aware of this period. He stated that the rescission period was include in the terms and conditions of the site, and that because I had logged in, I had been given access to them. I expressed my dissatisfaction and [redacted] told me that I could cancel that day, and be done with the package. I accepted, and assumed I would no longer have any contact with the company. The next day, I received a voicemail saying I had to pay $52.50 to cancel the subscription. This fee was not previously mentioned in the call with [redacted], something I'm seeing as a pattern with this company. In the voicemail, [redacted] stated that either he or [redacted] could be spoken to in order to take care of the matter.

I called this afternoon, and after waiting for some amount of time I was connected to a customer service representative. I asked for [redacted], and after another hold was told that she was tied up in a Monday morning meeting despite it being two in the afternoon. I was told I could either call back at another time, or wait for a call from [redacted].

I called two hours later, and after being on hold for twenty minutes, received a call while on hold from [redacted] restated that I would need to pay the $52.50 cancellation fee, despite not being told to do so in my previous cal with [redacted], and in spite of the fact that I'd already put roughly $400 into the company without using any of its services. Hester later mentioned that she was forwarded my details by [redacted] who was "not in at all" despite my having been told she was in a meeting. I informed [redacted] that I would not be paying the $52.50 cancellation fee because of the previously outlined circumstances. She stated that because I was outside of the rescission period, I could neither be refunded, nor have my cancellation fee waived.

Having done my research at this point, I informed her that the rescission period, though stated on the website, does not have the specific period of time in which it is active listed, but that the terms state: "To cancel a Subscription purchase, the Subscriber must call SV at [redacted] and must also provide SV with a written notice of cancellation to the following address within the rescission time period identified in your purchase confirmation or receipt" and that I had not received any receipt in the eight months I've been locked into this company . She placed me on hold to find the clause and direct it to me herself, but later acknowledged that nowhere on the site did it state the specific time period of the rescission, and that the information would have been included on the welcome packet which I'd never received. She stated again that I needed to pay the cancellation fee to be done with the subscription service, or continue to pay to continue it. I expressed my extreme dissatisfaction and told her to take the cancellation fee from the card on file, with the caveat that I would be pursuing a more satisfactory resolution with the Revdex.com.Desired Settlement: The resolution I will accept at this point is a full refund of my down payment, each monthly payment after that, and my cancellation fee.

Review: I had originally used this company to send my ex and my children to the mainland.this was sep of 2012. I was contacted by the company a short time later and told about the vacation select package. I had paid over 2000 dollars by the time it was said and done.(oct 2013 )I was told I had enough points from that purchase and the one in which I sent my ex and children to the mainland that I could go anywhere I wanted to go, and that I would have this membership for 10 years. I was told that I would have to pay a small fee to keep my account active every year. I was not billed that fee and as a result my account was deactivated in (oct 2015) I called today to reactivate the account (15 dec 15) as I tried to use my points and could not as I was unaware that my account was deactivated until today as there was no correspondence with the company in the time that my account was deactivated. I was then told I could reactivate my account for 29 dollars, but that my points were no longer available to me. I feel that this money that I had spent was stolen and that the company practices shady business. I was told there was a validation process that I did not go through. I was never sent any actual paperwork and what was told to me over the phone did not state anything about me losing the points when they had failed to bill me. I was told today that the points were to expire 3 years from the final purchase date which is oct 30 of 2013. When I called to reactivate my account I was told they were already gone. even though even by their own words spoken for the first time today that it has not met the 3 year time for them to expire.Desired Settlement: I want one of two things. I want to either have my money returned as I paid to have those points that I could use to travel at a cost well over 2000 dollars. or I want my points reinstated and I will reactivate the account.

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, on October 30, 2013 Mr. [redacted] purchased a Government Vacations Rewards Select Access Membership. The cost of the membership was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. Additionally, Mr. [redacted] was entitled to renew his membership beginning the third (3) year with an annual renewal rate of $29.00. The subsequent details would have been review with Mr. [redacted] at the time of purchase during the sales validation. It is Mr. [redacted] claim that when he purchased the membership he was advised he would have enough points to take a vacation wherever he wanted. He also stated that he would have to pay a small fee on his account each year, however, on the third year he was never charged the additional $29.00 fee, which resulted in his account being deactivated. He made contact with our agency and learned that he could reactivate the account if he paid the renewal fee, but the points on the account were expired. Mr. [redacted] feels that our agency is operating under false business practices due to the circumstances. He has requested that, we either refund him the money paid for the membership or have his points reinstated to use towards desired travel. In review, it appears Mr. [redacted] filed his inquiry with the Revdex.com on or about 12/16/15, however, we note that we spoke with Mr. [redacted] on 12/18/15 at which time we extended the points on the account for a week. Mr. [redacted] successfully converted his points into $850.00 of Vacation Cash and booked flights on US Airlines from [redacted] to [redacted] for $832.00. As of today’s date the balance of points on the account is 52. 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 SpecialistOffice of the President

Review: I signed up for this account while staying at an all inclusive resort while on vacation. After returning home the product worked and I was able to use it for a while. It had a lifetime subscription for the price I paid. During the enrollment process, I was informed on multiple occasions that I can add family and friends to my account. As they could benefit from the investment that I have made. I thought this was a great idea and singed up a bunch my family and friends. Whenever we travel, we always travel in large groups so there were a few people that were under my account. At no point was I told that there was a limit to the amount of persons that I could add.

My Family and friends would login with the accounts I created, which were sub accounts to my main account. They would book their flights and resorts etc. On all the confirmation details they seem to show my personal home address which the main account is setup with. As personal information is such a security risk these days. I changed the account info with details of a public business that I own (which has nothing to do with vacations or travels etc.) so that my personal information would not be printed on all the reservations that were made by my family and friends.

So I continued to use the account up until I tried to login earlier in the year and was denied access. After trying a few times I called and was told my account was under review. I asked why and was told due to fraud. I verified all the information they asked me, and yet it was still under review. I waited months and called in periodically to check on the status of the account. I was eventually told that the account was deemed fraud and will not be reopened. I verified all the information for my account that would prove it was legit. They still did not reactivate my account. They at this time of cancellation said I had too many users under my account. I said to them that, I can remove all the sub accounts and just have the main account that belonged to me. They refused and told me that there was nothing more they can do for me.

I find this unfair as I have paid for this service for a lifetime and am now been denied access.Desired Settlement: I would like my account reinstated fully and if the issue is that I have too many sub users on my account, I would like to be informed of the limit so I can remove the excess users.

Business

Response:

[redacted] Case # [redacted] Dear Sir or Madame:

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.

Our records indicate that Ms. [redacted] purchased a vacation membership on April 29, 2011. The terms and conditions that dictate such memberships clearly state the membership can be used only by Ms. [redacted] and her family and friends.

Unfortunately, after investigating, we determined that Ms. [redacted] failed to abide by the terms and conditions related to her account by using the account for commercial purposes. In accordance with the terms and conditions dictating her membership, we cancelled her account and it is not available for use now or in the future.

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

Sincerely, B[redacted] Jannelle Resolution Specialist

Office of the President

Consumer

Response:

The account was not been used for commercial purposes. It was been used for my family and friends to book our vacations as this was the purpose of the site. I stated before when my family and friends booked the reservations they would all show my name and address on their confirmation details. As Identities are easily stolen these days, I updated the address information to a public one to protect my own. All the reservations there are for family and friends.

Business

Response:

Re: [redacted] Case # 10957785

Dear Sir or Madame:

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.

Our records indicate that Ms. [redacted] did change the name on the account from [redacted] to Buy Cheap Central and she changed the email on the account from [redacted]@Gmail.com to [redacted]. According to the New York State Divisions of Corporations, it shows Ms. [redacted] as the CEO of Buy Cheap Central. Ms. [redacted] clearly violated the terms and conditions of her membership.

We have reviewed Ms. [redacted] concerns further and, at this time, our company’s position remains the same on this matter.

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.

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Review: I received several calls from this company over the years at my job. Finally I accepted the call & listen to the sales pitch. We discussed traveling via cruises/excursions/resorts and a product/plan was offered. The offer/plan was to bank $1500 towards traveling in either 2016-2017. The representative did not mention anything about cancellation of the plan. Per conversation with Management, representatives are ordered not to discuss w/customers about cancellations. However, per "company policy" a program/plan must be cancelled within 10 days in order to receive a refund of payment. I informed the Rep that my finances are strained. As time went on, my finances totally diminished. I contacted the Rep via email on 03-21-15 & 03/28/15, several times as[redacted] for a cancellation of plan. Finally, I just called the customer service number to get some assistance w/cancellation on 04-17-15. I was told by the Supervisor, that I will have to either keep paying the plan or cancel w/o getting a refund cause my request is over 10days old. Note, I have not utilize any service/boo[redacted]s/no reservations of any kind. So I am suppose to give up the money that this company has collected!!!!! That is not acceptable.. I want my money back asap!!! No one is going to force me to pay a plan that I am not reaping any benefits. I have not sign any documents. Half the crap that Rep has promised has not panned out. I asked for a refund again on 5-07-15, since then another payment was taken out of my account and I was in the hospital incapacitated. So unfortunately, I could not call to complain or stop the draft. I keep getting the run around with this company. The company wants to offer additional points & other BS that requires more money. What the hell is that resolving??? Absolutely NOTHING!!! I ask for a cancellation, stop ta[redacted] money out of my account & refund of the funds that has been collected!!! .This company policy needs to be changed to inform customer of the BS that ensues if the customer wants to cancel at a later date. This type of plan/program is strong-arming customers and its NOT RIGHT!!!! GIVE ME MY DAM MONEY BACK!!!Desired Settlement: REFUND THE COLLECTED FUNDS ASAP!!! NO RESERVATIONS HAVE BEEN MADE EVER, SO GIVE ME MY MONEY BACK

Business

Response:

We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 11, 2014. The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Records reflect that Ms. [redacted] contacted our agency indicating that she had some water damage at her house and was having difficulty with the payments. We agreed to lower her payments for 3 months and waive the monthly processing fees and Ms. [redacted] was appreciative. Ms. [redacted] later contacted our agency and indicated that she was just having too many financial issues, at this time, and requested to cancel her membership upgrade. Based upon Ms. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership upgrade effective May 8, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company response is not accurate at all & I have verified with my bank account and only $100 was refunded. This company has collected at least $360 since Nov 2014, so where is the rest of the funds?? This company is still playing games & full of BS!!!Regards,[redacted]

Business

Response:

All refunds have been processed. The refunds may be delivered in separate transactions as they were provided, depending on the financial institution. Please allow the 7-10 business days to post to the account. If all refunds have not posted with-in that time frame, please notify us and we will follow up with the banking institutions.Thank you,[redacted]Legal Affairs Manager

Review: I booked a 12 day cruise on the Norweigen Spirit with RCI Cruise through their personal vacation consultant [redacted]) on June 12, 2015 for my husband and myself. Before I booked the cruise [redacted] told me we would be getting $75 credit per person for each shore excursion we took through the cruise at every port (up to 9 ports in all). After I booked and paid for the cruise I was informed that he had given me erroneous information and that the offer was only for up to 4 ports per person. I immediately complained but was told there was nothing they could do. I booked five short excursions thinking we would be getting $75 credit for each of us for four of the ports, only to find out at the end of the cruise that RCI had lied to me again and I would only be receiving $75 credit for four excursions per CABIN, not per person. this means I had to pay an additional $300 I hadn't expected! RCI bait-and-switch technique cost me $1050.00 in total because we had originally planned on going to shore excursions at every port, and this discount was a significant part of why I booked through RCI for this cruise! They have refused to do anything about my complaint even though they admitted their representative [redacted] gave me the wrong information and that when they changed it later they only stated it was for four ports and didn't specify that it was per cabin and not per person. This is clearly a Bait-And-Switch scam and I am very upset this has cost me so much money! I want to be refunded $450 for the extra amount of money I had to pay because they didn't abide by their first verbal contract!Desired Settlement: I want to be refunded $450 for the extra amount of money I had to pay because they didn't abide by their first verbal contract! I booked five shore excursions for my husband and myself, so I want them to abide by their original verbal contract of $75 credit per person for every shore excursion. This would amount to $75 x 2people x 5 ports =$750 Since they only gave me $75 credit for four excusions total ($300 total), I had to pay an addtional $450 I wasn't planning on spending and want them to compensate me and be made to stand by their verbal aggreement! Thank you.

Business

Response:

Tell us why here...Re: [redacted] Case No. [redacted]

Dear Sir/Madam:

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

According to our records, Ms. [redacted] contacted our company on June 12, 2015 and booked a twelve day cruise from Venice to Barcelona. During the booking process, the agent, [redacted], presented four (4) special promotions that the cruise line was offering at that time. Ms. [redacted] could select one of the following promotions: (i) $75.00 excursion credit per port with 9 ports for a total of $675.00, or an (ii) Ultimate Dining Package, or an (iii) Ultimate Beverage Package, or (iv) 250 minutes of free WIFI.

Ms. [redacted] told [redacted] she and her husband did not drink alcohol, so they would like promotion number one (i), the $75.00 per port excursion credit.

According to Ms. [redacted]’s claim, she booked five (5) shore excursions and she received the credit for four (4) of the excursions for a total of $300.00. In a review of the promotion from the cruise line, the promotion was for a maximum of four (4) ports. Unfortunately the booking agent did not inform Ms. [redacted] of that restriction. We are therefore honoring the verbal agreement by the booking agent, and have issued Ms. [redacted] an additional $75.00. This $75.00 represents the fifth port, as she has already received the credit for the first four ports. The $75.00 will be issued in the form of a check mailed to the address we currently have on file. Please allow seven (7) to ten (10) business days for receipt of the refund.

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.

Sincerely,

Resolution Specialist

Office of the President

Consumer

Response:

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

Business

Response:

Re: [redacted] Case No. [redacted]

Dear Sir/Madam:

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

We have reviewed Ms. [redacted]’s concerns further and have found that Ms. [redacted]’s claim regarding the per person statement, is not accurate. In a review of the call Ms. [redacted] refers to, the aforementioned booking agent, [redacted], indicated to Ms. [redacted] that one of the cruise line promotion options included “a $75.00 excursion credit per port” not per person. He further stated “that would mean $75.00 times 9 ports, which would be a significant amount.”

According to Ms. [redacted]’s original claim, she booked five (5) shore excursions and she received the credit for four (4) of the excursions for a total of $300.00. Our position remains the same in this matter and we have issued the refund check in the amount of $75.00.

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.

Sincerely,

Resolution Specialist

Office of the President

Review: I have tried to resolve this through contacting [redacted] ext. [redacted] and several other agents but this issue still hasn't been resolved. 11th for him to contact me but he still hasn’t returned my call. We were told by one agent that it was our fault and that we should have checked out the property before we traveled eight hours.

[redacted] made reservations in a hotel that was deplorable. It had mold on the outside of the building, the room had sit dishes, holes in the wall, broken and missing furniture. The first room the air condition didn't work and the second room was a smoking room. We told Kacey that our son as asthma and we have to be careful were we stay.Desired Settlement: $1,500 for the upgrade fee and $946 I spent on the rooms

Business

Response:

We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards membership upgrade on February 18, 2013. The cost of the upgrade was $1,499.00 with a down payment of $149.00 followed by twelve (12) payments of $121.50 per month. This upgrade was for two (2) years with an option to renew for ten (10) years at the annual renewal rate of $19.00. Mr. [redacted]’s upgrade did expire on February 18, 2015. Our records indicate that on April 2, 2015, Ms. [redacted] contacted our company in order to make a reservation to stay at the [redacted] for six (6) days commencing May 9, 2015. As previously mentioned, the upgrade, along with the accumulated points, had expired on February 18, 2015. In the interest of customer satisfaction, Ms. [redacted] received a courtesy extension, which allowed Ms. [redacted] to complete the reservation process. The cost of this reservation was 70,000 points plus $7.80. Our records reflect that on May 9, 2015, Ms. [redacted] contacted our company indicating that they found the [redacted] to be unacceptable. Ms. [redacted] indicated they would book a hotel themselves for the current night, and contact us the next day to see about relocating. Unfortunately, we were unable to find a suitable replacement, because of their particular requirements and the short notice. We agreed to refund the 70,000 points along with the additional fee of $7.80 paid for the reservation. The $7.80 was refunded to Ms. [redacted] on May 9, 2015, and credited to the Visa card ending in 3028. The 70,000 points have been returned to the account along with an additional 10,000 points for their inconvenience. Based on the information provided in Ms. [redacted]’s complaint, she indicated that she made several attempts, but that Mr. [redacted] did not return her calls. Our records indicate that on numerous occasions, Mr. [redacted] did, in-fact, call Ms. [redacted], at the number currently listed on her complaint. Unfortunately he was unable to reach her, and had to leave messages for her return call. At this time, Ms. [redacted] has surpassed the ten (10) day rescission period to receive a refund. Ms. [redacted] can reactivate her upgrade membership, which has expired February 18, 2015, by paying the annual renewal fee of $19.00. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In my opinion Mr. [redacted] didn't return our calls so that we couldn't get our refund. Here's the e-mail I sent to [redacted]: Date: Wed, May 13, 2015 at 11:02 AMSubject: Help booking with GVR To: [redacted] <[redacted].[redacted]> Good Morning [redacted],I have some many concerns about GVR I don't know where to began. Our reservations were canceled and GVR pretty much left us without a place to stay will on vacation. We had to use our vacation money to find a place to stay after we called twice to try and find something. I don't have to words to express my disappointment with this company. My husband was away on missions 75% of the time then when he was home he couldn't leave because his soldiers were on suicide watch due to the of the number of missions and stress. Then his leave is finally approved and were put in a horrible hotel, nasty floors, carpet, dishes and the building is in need of repairs. Then there's green moss and mold on the outside of the building. We switched rooms to a smoking room and there are holes in the wall and broken switches. Did anyone go online and read the reviews on the hotel? There's no way this is a three star hotel. We say questionable behavior, specially the women. If someone would like talk to us we'll be returning on Saturday. We're trying to make the most out situation after GVR abandoned us without a place to stay.

Regards,

Business

Response:

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

Review: This company International Cruise & Excursions,called me at my home phone indicating they were part of [redacted].They started indicating that the cost of maintenance dues will increase and the offer a package that will cover and pay this dues for as long as I have the property. When I received a letter from [redacted] informing me I was back on my dues,I wrote a letter informing about this service I was offer and paying they send a letter indicating they don't have any company working with them.I have call International Cruise & Excursions at Toll-Free: ###-###-#### they past me to various extension place me on hold I left messages on all of the extension with my information and they haven't return callsDesired Settlement: Company refunds all amount paid because they use false allegation to convince me and [redacted] doesn't work with this company and I need the money to put my dues up to date.

Business

Response:

Re: David [redacted] Case #[redacted] We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] enrolled in a two (2) year trial membership to [redacted] and Travel on April 22, 2014. This trial membership included 1,000 savings credits to use towards booking his vacations. Records further indicate that Mr. [redacted] purchased an upgrade to that membership on June 26, 2014. The cost of that upgrade was $3,499.00 with a down payment of $399.00, followed by eighteen (18) monthly payments of $181.22. The membership upgrade included the following: (1) 7-Day Cruise AND (1) 7-Day Resort Vacation OR 1 3/4 Day Cruise and (1) 7-Day Resort Vacations ?Redeem your Travel Savings Credits on purchases ?Price Match Guarantee on all cruise, hotel, resort, and experiential vacation purchases ?Deposit Your Resort Week(s) for more Travel Saving Credits ?Purchase Great Getaway Weeks starting from just $49! ?Reduced Annual Renewal Based on the information provided in Mr. [redacted]’s complaint, he indicated that he was called by our company and told that his “maintenance” dues would increase and that we offered him a package that would cover and pay these dues. Our research indicated that when Mr. [redacted] spoke to our agent, [redacted], regarding the upgrade of his [redacted] and Travel Membership, they never discussed any “maintenance” fees, or the possible increase of “maintenance” fees. Mr. [redacted] purchased a time share from [redacted]. Maintenance fees for his time share are levied by, and payable to, [redacted] in Ocoee, Florida. The fees discussed by Mr. [redacted] and [redacted], were the annual renewal fees for the [redacted] and Travel Membership upgrade. Those fees are subject to an increase if an individual upgrades his membership, as Mr. [redacted] did on June 26, 2014. As a result of his upgrade, Mr. [redacted] was able to qualify for reduced annual renewal fees of just $29.00 for 33 years. Hopefully, this will clarify the fact that the “maintenance” fees are for Mr. [redacted]’s time share and are not payable to our company, but to [redacted] in Florida. Our records further reflect that the paperwork regarding the [redacted] and Travel Membership upgrade, purchased on June 26, 2014, were mailed to Mr. [redacted] on July 2, 2014, at the address we currently have on file, which is [redacted] Garrochales, Puerto Rico, 00652. I have requested that our distribution center resend the documents to Mr. [redacted]. Mr. [redacted] can check his account on line at [redacted] where he can view his Travel Credit balance, redeem certificates mentioned above, review membership benefits, and review terms and conditions. Mr. [redacted] should feel free to contact us at any time by calling ###-###-#### if he needs assistance with his account or wants guidance on planning a cruise, resort or experiential vacation. When accessing the web site, Mr. [redacted]’s user ID is [redacted] and his password is [redacted]. At this time, Mr. [redacted] has surpassed the rescission period to receive a refund. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: I was contacted by this company about getting a traveling membership that will save me money on my traveling and hotels, the membership was $1400 dollars. They said I could pay it in installment. Which my first payment was $99.00 and I will paid the rest on a monthly payment. After I paid initial $99 I found out that they were complaints file against the company and I was suppose to go on a weekend get away for the weekend when I contact them. They told me that they computer was down to live my number for them to contact me within 24 hours, which I did, and no one had called me back. It was on a Friday I waited on Monday I called them to cancel my membership I spoke to one of the account management by the name of [redacted] on December 30, his number is [redacted] he told me that my money will be putting back into my account within 7-14 days, I stilled have not receive it , instead two other people have contacted me. One of them was the initial person that I spoke to set up the membership her name was Krystal Leant her number is [redacted] she left me a message to call her and she was about to refund the money back to my account. when I contacted her she told me that she doesn't do business like this and she couldn't refund me the money. However I said fine they could keep the money, but do not go in account for additional payment because I do not want the membership, Instead in the 16 of January they went back to my account and withdraw another $86 dollars despite my request. Beside I should have received a welcome package from them. I never received it.Desired Settlement: I simply want all my money back to my account as I was promised.

Business

Response:

Re: [redacted] Dear [redacted] We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on December 9, 2014. The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Our records indicate that on December 15, 2014, [redacted] did speak to one of our supervisors who explained the cancellation process and indicated that she could certainly cancel her membership, however, felt it was important for her to understand the benefits available to her prior to cancelling. Consequently, [redacted] had several additional conversations with her account manager, as [redacted]’s original request was to book a hotel in [redacted] in December over the Christmas Holiday. Unable to meet [redacted]’s needs over the Holidays, and due to the fact that [redacted] did not want to remain in the program, we have cancelled her membership effective January 20, 2015. We have refunded the initial down payment of $99.00 plus the January 16th payment of $86.78 to the original credit card ending in XXXX – [redacted]. Please be advised that it could take from seven (7) to ten (10) business days for the refund depending upon the particular financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: back in December of 2013, I cancelled this membership. since then I tried and to get a hold of someone to let them know about this and when I get a hold of someone and tell them the problem they told me they will cancel it and give me a full refund. well they never refunded me the money nor have they cancel the membership.Desired Settlement: I will like a full refund they have been charging me $114.56 for the past 9 months which equals out to be $1,015.48. My credit card is maxed out and I'm trying to get this resolved.

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. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 21, 2013. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Our records indicate that on February 28, 2014, [redacted] called in and spoke to one of our Customer Service agents and initially indicated that he wanted to cancel his membership. During that conversation, [redacted] thought that his points had expired, but was informed at that time, that he was mistaken and that he had 10 years to use the points. [redacted] then asked if he still had access to the $1,000 gift cards and was told that yes he did, and the Customer Service agent explained how he could take advantage of those. He did not cancel at that time. Later, on October 6, 2014 we received notice that [redacted] did not want to remain in the program. We felt, at that time, in the best interest of customer satisfaction, we would cancel his membership and return all funds paid into the account with the exception of the initial $99.00 as his original cancel request was after the cancel period. He was agreeable to that, and was further advised that he would receive refund of the the six (6) payments of $114.56 which totaled $687.36 within seven (7) to ten (10) business days. His membership was cancelled on October 7, 2014. Our records indicate that his funds were available on his star card October 16, 2014. 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

Review: Government Vacation Rewards or OVC Cruise & TRA Scottsdale is owned by the company selected. My problem is that I join the selected access reward membership program in February. I have being try for 5 months to used the membership program our family travel. But every attempt has failed because there is always an additional fee or restrictions that makes it not worth the cost. One Rep tell me one thing and when I call back it's different. I join the club for $1400.00 with a deposit of $99.00 and $86.00 per month until it's paid. I have paid almost $600.00 and want to cancel the membership. I spoke to 3 different dept and at least 5 different Rep and each one told me. I don't have an option to cancel. My case was referred to a supervisor that has yet to call me. I have complaint before and each time I was told to give it more time. I now just want a refund. I wasn't told I couldn't cancel the program when I signed up and just found something about only 10 day for a refund. If I was told this information in advance I wouldn't have sign up. One Rep tried to tell me I was a member for over a year and could expect the account to be cancelled after that time. I was told about the program from a friend and join to get access to the website. The select access page and talking to Rep [redacted] is why I joined. But the last quarterly select access had places to travel in New Mexico that were under a ban for travel . Which decreased the available places to go.

My July payment was taken out early. I called and explain that my day was changed several month ago to the 30th. A payment was taken on 7/4/14 (June) and now again on 7/8/15. It was return to my account on 7/10/15 and now on 7/11/15 I have a pending payment again that will come out on 7/13/15. I'm tired of talking to them and just want out with a refund. I have been patience and more that fair but enough is enough. I haven't used a any of the plan credit or resort point. [redacted] told me they could beat [redacted] on a cruise but when she tried it was cheaper to book with [redacted]. We travel through out the year and I was given factual information about the program . I wouldn't have signed up.Desired Settlement: Full refund and no more contact with them.

Business

Response:

Re: [redacted] Dear Sir / Madam: 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 Government Vacations Reward Select Access Membership on February 2, 2015. The cost of the membership was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78. It is Ms. [redacted] claim that she tried out the service, and made numerous attempts to book a vacation, but failed to utilize the service due to additional fees or restrictions that made it not worth the cost. Ms. [redacted] further indicated that she was able to book her travel cheaper through other means and felt she was restricted due to resort availability. Based upon Ms. [redacted] request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective July 14, 2015 and issued a full refund. The initial down payment of $99 plus six (6) payments of $86.78 have been credited back to the credit card we have on file. Please be aware that it may take approximately seven (7) to ten (10) business days for the refund to post depending upon the financial institution that Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: I joined the [redacted] in April or May of this year 2014. t the time I joined the Customer Service Rep told me that if I cancelled my membership I would get a refund of all paid fees. What he failed to mention was that there was a 10 day time limit to collect a refund. I have paid in over $609.00 and am being told I cannot get any money returned to me. They have also tried to debit my checking account for 3 months that has cost me $111 in overdraft fees. These attempts were made after I had requested to end my membership.Desired Settlement: I would like to be refunded the amount I have paid to them plus my banks service fees.

Business

Response:

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] purchased a [redacted] Rewards Select Access membership upgrade on April 30, 2014. The cost was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00 per month. Our records indicate that on May 30, 2014, Mr. [redacted] called in and spoke to one of our customer service agents and indicated that he wanted to cancel his membership, due to financial issues. The customer service agent let him know that we could assist him with lowering his payments and/or skipping a payment. He declined and reiterated that he still wanted to cancel. He was informed that due to the fact that he was clearly outside the cancellation period, we would cancel the membership with no refund, and he would forfeit any funds already paid into the membership. He did not want to lose the funds, so he decided to move forward with the reduced payments. Mr. [redacted] called back later, on October 9, 2014, indicating that he would still like to cancel. He was told at that time, his membership would be cancelled, there would be no future payments, and the funds paid to date in the amount of $626.00, would be forfeited. Unfortunately, his membership was inadvertently not cancelled and an additional payment was charged to his credit card. The payment of $159.00 charged on October 21, 2014 has already been reversed and refunded back to his credit card. I called and spoke to Mr. [redacted], today, and apologized for the delay in cancelling his membership. I also advised him that due to the delay, and in the interest of customer satisfaction, that we have cancelled the membership today and refunding him the amount of $626.00 paid in to the account. He was very appreciative and accepted that as settlement of his complaint. Mr. [redacted] is aware that it may take up to seven (7) to ten (10) business for the funds to show up in his account depending on the banking institution he uses. 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

Review: I was contacted completely unsolicited in late July by "[redacted]" a representative of "[redacted] Vacation" who I later found operates under the name International Cruise & Excursions Inc. who offered me a vacation layaway package for a 7 day cruise, a complimentary 3-5 day cruise, a [redacted] and another 7 day resort stay. I explained that we have a large family of 10 and asked if this package would be able to accommodate our family. [redacted] informed me that I would need to purchase 3 separate packages with a $88.89 downpayment per package and would be charged an additional f $88.89 per month for 18 months per each package. He informed me that a welcome package would be mailed to my home address and I would receive an email with the complimentary cruise and [redacted] resort certificates within 6 weeks. My credit card was charged on July 31st as agreed for the total down-payment of $266.67. After not receiving any written correspondence and continuing to be charged the monthly installments, I became very concerned and contacted [redacted] to inquire on the status of the certificates and to request a copy in writing of all terms and conditions. The first representative I spoke to informed me that we were not receiving the [redacted] that it was a choice between the cruise and the resort stay. I informed them that this was not what was promised by their selling agent....after several long holds and multiple transfers, I was eventually told that after reviewing the notes, I was correct and they would resolve the situation within the next few business days. I again asked for confirmation in writing but was told that the best they could do was call me when the certificates were uploaded into their system. Several weeks passed,I logged into their system and saw that only two of the certificates were uploaded. I contacted [redacted] Vacation again to inquire on the status of the other certificates and was again told the same that the promotion that was run at the time we purchased did not allow both the cruise and resort stay, again after several transfers and almost an hour on the phone, I was told that the supervisor would resolve the matter and that the three accounts would be noted to clearly reflect that we purchased the package inclusive of the 7 day cruise, the 3-5 day cruise and the 7 day resort stay and the [redacted] as we had purchased two promotional products.

Although I had not received a confirmation email or phone call regarding the resolution of the certificate issue, I decided to give [redacted] the benefit of the doubt and tried to plan our family vacation and contacted [redacted] to redeem the 7 day resort stay certificates by reserving rooms in a resort located in [redacted]. The representative I spoke with informed me that there was no way for her to determine whether 3 rooms (for the 3 separate certificates purchased) would be available until after we made the reservation. She told me not to worry that I had 24 hours to cancel if no other rooms were available. She then told me that I needed to purchase an insurance plan to cover any unexpected cancellations after the expiration of the 24 hour cancellation period. I provided her with my credit card information to pay for the insurance plan, she processed the payment and then informed me that unfortunately she would be unable to book three rooms for that particular week as only one room was available. I immediately told her that I wanted to cancel the booking and asked if I would be refunded the insurance premium as it was cancelled within the 24 hour window and she informed me that the insurance premium was non-refundable. Although I was never previously informed this, I was told that [redacted] Vacations/ICE has a limited number of "time-share rooms" at various resorts and most often only have 1 room per resort is available each blocked week to [redacted], as such it would be highly unlikely for my family to take a vacation simultaneously at the same location. Had this information be made available to me at the time I purchased the three separate certificates, I would have never proceeded with enrolling in the program, as the goal of a family vacation is to travel and stay together.

After this nightmare transaction, I proceeded to research [redacted] Vacation and read several similar stories on various consumer review sites regarding the "bait and switch" sales tactics of [redacted] Vacations, the lack of written correspondence and overall consensus that the [redacted] Vacation Layaway program is a scam. I made several phone calls between September and October to try to resolve the certificate issues to receive yet again promise after promise of a speedy resolution. I was provided with various extension numbers for supervisors who I later would call to learn that the extensions were either not valid or could not receive voicemail messages. In the end of October, I contacted [redacted] to inform them that I would not be continuing to make any further payments until they provided me a written summary of the terms and conditions, that I did not feel comfortable continuing to pay since I did not even know what I was paying for(and they clearly did not know what I was paying for) and also expressed my dissatisfaction with my inability to book a resort vacation for my family. I was again transferred several times to various departments and was told that the situation would be resolved and that I would receive a phone call within the business week to confirm that my concerns were addressed and resolved. I waited several weeks and still not having heard from [redacted] Vacation, I contacted my bank to cancel future payments to [redacted] Vacation/ICE as I at that point felt I was being completely scammed.

On Monday, December 29th, I received correspondence from my bank that [redacted] Vacations was continuing to attempt to collect monthly payments. I immediately contacted [redacted] Vacation to remind them that I still have not received any confirmation that my issues had been resolved and as previously indicated I would not proceed with payment since they have not fulfilled their end of the agreement. I would not be paying for phantom certificates. The gentleman I spoke with transferred me to "the department that handles account cancellations" and I was transferred to [redacted] in the [redacted] Direct Access Dept. [redacted] took some time to review the account and informed me that the account from inception was set up incorrectly and escalated the matter to her supervisor. She called me within the hour to inform me that [redacted] would require that I pay two installments before they would resolve the issues. I informed her that this was ludicrous that I wanted to cancel the accounts. I heard countless empty promises of prompt resolution from August 2014 and as of December 29, 2014, still nothing had been resolved. I felt I gave [redacted] ample time to fix the issues. She then informed me that I could not cancel as I was past the 10 day rescission period. and would be liable for the balance of approximately $4000 for the three layaway packages and that she did not want this to adversely affect my credit. I immediately advised her that I was never informed of a "rescission period", that the package was sold to me as a "layaway" plan, nobody previously informed me that this product could not be canceled. I asked her to direct me to where it clearly indicated that I would not be able to cancel the accounts. She was unable to do so as she stated that she works in the Direct Access department which is a completely different product than the layaway program but advised me to contact customer service within the next couple of days to see what could be done. She apologized, she wasn't even sure why customer service had transferred me to her department in the first place, she was very contrite but told me that there was nothing further she could do.

On December 29th, I contacted [redacted] Vacations customer service, I spoke with [redacted] who reviewed the account and told me that he did not want me to lose my $800 investment in the program and that he would yet again escalate the matter to his supervisor to see if they could resolve. I informed him that I was not interested in resolution at this time, that all I wanted to do was cancel the layaway program, that I no longer had faith in any of their promises and further, the package was not as it was explained to me by [redacted], the initial salesperson who persuaded me to purchase three packages...our family will most likely not be able to travel together as they typically do not have three rooms available simultaneously for the same resorts. He asked that I give him until 5 pm the following business day to resolve. On December 30th, I received a voicemail from [redacted] telling me that they were still working on the things.

At this point, I am beyond frustrated! I have wasted countless hours of my time and money trying to get [redacted] to uphold their end of the bargain, I am no longer interested in any other resolution but to have the three accounts cancelled and for [redacted] Vacation to cease attempting to charge monthly installments. In my opinion, this program has proven to be nothing more than a bait and switch scam with undisclosed rescission periods, undisclosed no-cancellation policies, etc. [redacted] Vacations refusal to provide me with any written correspondence is disconcerting, especially with the supposed terms of non-cancellation and rescission periods, they should provide their customers with a complete copy of these terms upon request.

Any assistance in getting [redacted] to honor my cancellation request would be greatly appreciated. I feel as though I am being held hostage in a falsely advertised program, being forced to pay certificates I have no faith will ever be delivered. I just need to end my business relationship with [redacted] Vacations/ICE. This purchase was intended to provide my family with times of happiness and it has resulted in nothing but stress, frustration and headaches.

I sincerely appreciate your time and attention.Desired Settlement: I would like [redacted] Vacations/ICE to cancel my accounts and refund me the amount paid into this layaway program as they have not fulfilled their obligations. Additionally, I believe it would be in their best interest to develop a written contract so their consumers are fully aware of what they are purchasing as opposed to being held at the mercy of their faulty web-based certificate programs and verbal promises, they should also have an alternate method of communication, an email address or a mailing address to send concerns.

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, that [redacted] purchased three (3) [redacted] Vacations Packages on Jusy 31, 2014 at a cost of $1,699.00 per package and three (3) down payments of $99.00 and eighteen (18) monthly payments of $88.89 per package. It is with our understanding that [redacted] states he was to receive; a 7-day cruise, a complimentary 3-5 day cruise, a Riviera Maya Resort Stay and another bonus 7-day resort stay as a result of purchasing two promotional products. [redacted] also indicated that he did not receive his confirmation or the terms and conditions for the package purchases. As a result of the above [redacted] stated he only received two (2) of the certificates outlined above. After making additional inquiries to resolve the matter, the situation was not resolved in a satisfactory manner and he requested to cancel the aforementioned packages. In the best interest of customer satisfaction, we have honored [redacted] request to cancel the packages effective Janaury 7, 2015 as follows: [redacted]-- Refund $99.00 deposit and one (1) monthly payment of $177.78. [redacted] -- Refund $99.00 deposit and two (2) monthly payments of $88.89 [redacted] – Refund $99.00 deposit and one (1) monthly payment of $177.78 All refunds were processed back to the credit card ending xxxx—[redacted] with the exception of the monthly payment on the package [redacted], that payment was refunded to the credit card ending in xxxx—[redacted]. All refunds will be returned in separate transactions and will be credited in approx. seven (7) to ten (10) business days. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Review: I subscribed to this company but I cancelled within the time frame of 10 days and never got refunded and still getting charged for the subscription...Desired Settlement: Refund my credit card.

Business

Response:

Re: [redacted] # 10235761

Dear Ms. [redacted]:

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

Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on July 29, 2014. The cost was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00 per month.

Our records indicate that on August 4, 2014, Mr. [redacted] called in and spoke to one of our agents and initially indicated that he wanted to cancel his membership. He was referred to his account manager, who spoke to him on August 5, 2014. During that conversation, his account manager re-explained the program to Mr. [redacted] and offered him an additional 20,000 points as incentive to keep the membership. Mr. [redacted] agreed at that time as he was interested in booking a resort in [redacted].

Mr. [redacted] called back later, indicating that he would still like to cancel as he felt he was too old to travel and he was upset over not being able to convert his points to vacation cash until his membership was paid in full. Due to the fact that Mr. [redacted] did not want to continue the program, we felt, at that time, in the best interest of customer satisfaction, we would cancel his membership and return all funds paid into the account. His membership was cancelled on October 1, 2014.

I spoke to Mr. [redacted] today as a follow-up. He was currently out of town, on vacation, and let me know that he would check his account upon his return.

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

Review: I purchased the Sears Premium package on April 22, 2013. For the fee of 2,499.00, I was given a free 7 day cruise certificate, and two 7 day resort stay certificates. Before I agreed to the purchase, I specifically asked and made sure that these certificates would be honored on the Disney Cruise, and at Disney resorts, during the summer months. In fact, it was all in a recorded conversation during my sales call.

I have tried numerous times to book a Disney Cruise and the charges are not free, in fact the cost is the same or more than if I booked with Disney. Disney resorts have not been available. I was very clear during the sales call that I was ONLY interested in the Disney Cruises and Resorts. I believe this company is not fulfilling it's agreement. I trusted the Sears name, sadly.Desired Settlement: I would like my "membership" cancelled without penalty, and all monies paid to be refunded to my credit card.

Business

Response:

February 13, 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 Sears Vacations Package on April 22, 2013. The cost of the package was $2,499.00 with a down payment of $299.00 and twelve (12) monthly payments of $192.33.

A review of the file shows that on November 20, 2013 Mrs. [redacted] contacted our agency and advised that she wished to cancel the above referenced package because she was informed during the sales process that she would be able to use her cruise and resort certificates on a Disney Cruise and resort property at no additional charge.

Based on our records, Mrs. [redacted] had been advised during the sales process that there was a possibility that she would be able to find a Disney cruise using her cruise certificate at no cost; however, this was not guaranteed at that time of purchase.

Based upon Mrs. [redacted]’s statements 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 11, 2014 and a refund will be issued for $299.00. 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

Review: sears vacation is under this company from my understanding and they did not tell me that I had thirty days to cancel my request for the travel services. And I called to cancel the services because they do not provide all the service in my package like they say they did. I thought that this vacation package was something great but it was not the company talked about what the guy that sold me the package everything he said but, have yet to let me here what I asked him about the package. I was not satisfied with the package because they lied about what you get for your vacations package. All I ask for you never could get you hade to pay more money for a nice hotel stay all the hotels they had in my package were all bad looking hotel not upscale like he explain I was very disappointed with the hotel they had to offer for the money that I was paying in my package. This company was just interested in selling you a package but not caring about a customers vacation. I never signed a contract.Desired Settlement: They explain to me that I can't get my money back because I was pass the dated for getting my money back and they never told me that I couldn't get my money back. Never explain this over the phone all of this was done over the phone I never signed anything for a contract.

Business

Response:

Samantha [redacted]

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

Re: [redacted]

ID #: [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 researched and documented our findings and we would like to provide you with additional details surrounding this matter.

We have determined that we will honor Mrs. [redacted]s request to cancel and issue a full refund of her Sears Vacations Membership purchased May 16, 2013.

The membership will be cancelled effective June 27, 2013. A refund in the amount of $213.56 will be issued to the credit card ending xxxx--4013. The refunds will be issued in two separate transactions; $99.00 will be refunded for the down payment and $114.56 will be issued for one (1) monthly payment.

It may take up to 7-10 business days for the refund to be reflected in the account depending on the financial institution that Mrs. [redacted] banks with. Once the membership has been cancelled all benefits associated with the membership will be forfeited and all future payments and financial obligations with our agency will be voided.

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

Best Regards,

Resolutions Specialist

We cancelled the service (Preferred Billing for [redacted], which is serviced/marketed through [redacted] & [redacted]), but it was never cancelled on their end, so we were being charged a monthly fee and our deposit, which was supposed to be refunded when we cancelled. It was difficult getting a hold of someone to sort it out. Also, the sales process was quite pushy, in my opinion.

Review: I booked a cruise through this company (ICE), and they failed to send in my last payment to the cruise company even though I had authorized it and paid them in full. The cruise line cancelled my cruise when ICE failed to submit the payment. The cruise line refunded my cruise excursion money to ICE rather than send it to me. ICE confirmed on multiple occasions that it would refund the money, it has been 3 months, and a multitude of phone calls, emails, and they can neither confirm nor deny if the check has been issued. my cruise has since past, and the money is no where in sight. ICE has stolen my refund for the excursions that were cancelled. The excursions would not have been cancelled in the first place if they had honored our contract.Desired Settlement: They owe me $679.05 for the excursions that they have failed to refund. I would also like a refund of their fee as a contractor as they failed to provide the services promised, and have also stolen my refund from the cruise line.

Review: On 7/28, I visited the Krystal International vacation club and attended a timeshare presentation. The ICE Platinum rewards membership was presented to me as an incentive for signing up for the time share. I was told if I paid for the (ICE) membership, the membership would allow me to stay at resorts and take cruises for as little as $28-$49.00 a night, depending on the size of the room. Once signed up for the ICE Rewards, the member receives an Activation Bonus of $1000 savings credit that is to be used towards the total purchase price.

After doing a comparison of my ICE membership to [redacted] and Travelocity, I discovered this membership does not deliver on what it promises. I did a search for the week of 12/7/2015-12/11 /2015 for Las Vegas Nevada for the Marriot Grand Chateau. On the ICE website, my final price for two adults came to $642. On [redacted]’s and [redacted]s website, my final price for the same hotel with the same dates came to $667. That is only a savings of $25 which is not savings at all. The $667 that [redacted] and [redacted] charged includes the booking fee that ICE has already recovered as a part of their membership fee.

This website is set up to make the members believe they are saving on travel but in reality you are paying the same price as [redacted] and [redacted] minus the booking fee. This membership is advertised as low rates for vacation stays in exchange for a membership fee. I am not getting any better deal as a consumer having the ICE Rewards membership, than I would if I book on one of the competitor’s websites as mentioned above for free. I feel this company is taking advantage of consumer by falsely stating one thing but delivering another.Desired Settlement: I would like a refund of the total amount paid for the membership fee of $825.

Review: 13 Aug 2015 Gov Vacation Rewards called and offered me a vacation plan for 10 years at a cost of $1999 with a deposit of $99 and so much a month. I told them to call me back in a week and I would purchase the plan. When they called back the plan was $2999 with $299 down and promise to save me money on purchasing hotels, car rentals, and plane tickets. I thought that I would go ahead and purchase the plan because I was getting ready to take a weekend vacation from DC to Washington state. well after purchasing the plan the plan prices were more than purchasing the hotel, car and plane ticket from the internet websites for the hotel, car and plane ticket. what a fraud! I was led to believe that I would be able to purchase these things at lower than cost.Desired Settlement: I want my $299 refunded and I have already told my bank that I do not want this company withdrawing a monthly amount out of my account. they can close my account with gov vacation rewards. I do not care to do business with them again. yes I took there survey and talked to some one in customer service and got the run around for a refund. I just want my money back. to me this is no deal. I could go through the military mwr and get a better price than what these people offer.

thank you

tim

Business

Response:

Re: [redacted] 10802387

Dear Sir or Madam:

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

According to our records, Mr. [redacted] purchased a Government Vacation Rewards Select Access Membership on August 19, 2015. The cost of the membership was $2,999.00, with a down payment of $299.00 and eighteen (18) monthly payments of $165.00.

It is Mr. [redacted] claim that he was promised if he purchased the membership he would save money on select vacations, such as hotels, car rentals, and plane tickets. Nevertheless, he explained this was not the case and the membership costs were more than cost of purchasing a plane ticket and hotel directly from the competitor's site. Mr. [redacted] asserts that he trusted he should be able to purchase travel at a lower monetary value. As a result, he has requested a refund of the $299.00 deposit he paid.

Based on the statements made by Mr. [redacted] that he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled his membership effective September 9, 2015. A refund has been issued to the credit card on file ending in xxxx—[redacted] for $299.00. It may take approximately seven (7) to ten (10) business days for the refund to be credited to the account depending on Mr. [redacted] financial institution.

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

Best Regards,

Resolution Specialist

Office of the President