International Cruise & Excursion Gallery, Inc.

Review: I would like to file a complaint against Sears Vacations. My fianc and I signed up a few months ago and were wowed by the presentation to join this vacation club. Since then we have found their prices to NOT be a better discount than other hotel sites. I also booked a trip for our vacation in July to Reno. With some surrounding circumstances, I went ahead and booked another vacation for the same time period. I cancelled my first trip and was told that I would lose my "free" resort certificate upon cancellation as described in the Terms/Conditions. No where in the cancellation terms does it say that I would not be able to re-use my certificate. The exact terminology is as stated:"Please note Resort Vacation Requests are refundable up to 24 hours from time request is submitted. This does not state anything about the certificate being terminated upon cancellation. This to me indicates that any monies paid to reserve this stay would be forfeited, not the certificate. The Service Agent also confirmed that the working is vague and does not indicate that it states the certificate would be cancelled.I also believe that this contract is a scam. There is no way to cancel, get out only a 3 day period after. That isn't enough time to even research or see how the business operates.Desired Settlement: I would like our Certificate that was used to book this cancelled resort stay re-instated for our future use. The Certificate number is [redacted].

Business

Response:

Re: [redacted]: 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 resort stay at the Legacy Vacation Club Reno in [redacted]. The dates of travel were from 7/12/15 to 7/19/15. There was no out of pocket expense for the stay as Mrs. [redacted]’ applied her resort certificate ([redacted]) to the reservation. It is Mrs. [redacted]’ claim that due to some surrounding circumstances, she booked an additional stay for the same dates noted above at the Wyndham Flagstaff in [redacted]. Subsequently, she wanted to cancel the aforementioned stay in [redacted]; however, she was advised upon cancellation that her “free resort” certificate would be forfeited. Mrs. [redacted]’ stated in her inquiry that the terms and conditions she received does not indicate the resort certificate would be forfeited in the event of a cancellation, but rather that the vacation request is refundable up to 24 hours from the time the request is submitted. As a result of this matter Mrs. [redacted] has requested to have the resort certificate reinstated as the terms and conditions state that any monies paid to reserve this stay would be forfeited, not the certificate. After review of this matter and in the best interest of customer satisfaction, we have honored Mrs. [redacted]’ request. We have cancelled the resort stay at the Legacy Vacation Club Reno in [redacted] and reinstated her resort certificate ([redacted]). The certificate will expire on 03/07/2016. We would like to note that all reservations must be cancelled within 24 hours of booking, otherwise any monies and or certificates applied to said reservation will be forfeited at the time of cancellation. 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,

8

Review: One 1 May I went into a deal stating that I would become a member then on 5 May I cancelled the membership. The account has still not been cancelled and they have not refunded me the moneyDesired Settlement: Close my account and give me my refund.

Business

Response:

We would like to thank you for bringing Mr. [redacted]’’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a Government Vacation Rewards Select Access extension on May 1, 2015. The cost of the extension was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $117.56. In review of our records, Mr. [redacted] called on May 4, 2015 and requested to have the membership cancelled. He was within the rescission when he made the initial request. Unfortunately, it doesn’t appear the membership was cancelled when requested. Based upon Mr. [redacted]’s statements he did not want to remain in the program and in the interest of customer satisfaction, we cancelled the membership effective May 16, 2015 and a refund was issued for $99.00. The refund will be issued back to the credit card we have on file. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution 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, [redacted] Resolution Specialist Office of the President

Review: In February of 2014 I was contacted by [redacted] and offered a cruise package for $1499. I made the down payment of $149 and the remainder of the price was to be taken out in 18 monthly payments of $75.00. There was never any contract discussed or anything. On October 7, 2014, I contacted [redacted] to inform them I had been placed on medical leave from my job and could no longer afford the monthly payments. I asked for a refund of the monies I had already paid and was told that I could not have ANY of it back because there was a 10 day refund policy. This policy was never made known to me. It was not included in the vacant packet mailed to me 4 weeks after I made the initial down payment. So even if it had been mentioned it would have been mentioned in the packet it was outside of their supposed 10 day rule. I have made repeated requests to have my money returned and they flat refuse. Station I entered a verbal contract which I did not. All in total they owe me $674.00.Desired Settlement: I want my money back. All $674.00 of it.

Business

Response:

Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, [redacted] purchased a [redacted] package on February 25, 2014. The cost was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00 until the membership was paid in full. As of today’s date, a total of $749.00 has been paid. According to our records, on October 7, 2014 [redacted] contacted our agency to advise that she wished to cancel the package due to financial hardship related to a medical disability. She was informed by one of our finance agents that we were unable to cancel the package; however, we had some options that may help her: extend the payment date, reduce the next three (3) payments by half the amount, participate in the hardship program, or cancel the package without a refund. [redacted] stated she needed to speak with someone about her options and would contact our agency back. As a courtesy the finance agent skipped the October payment until the customer had an opportunity to explore her options. Our agency did not receive a follow up from [redacted] until November 28, 2014. On that day she spoke with one of our agents and advised that she had opted to cancel the package with no refund, however, she had been charged her November payment for $75.00. In efforts to resolve this matter, we will cancel the package effective December 11, 2014 with no refund as agreed upon by [redacted], however, we will issue a refund for the month of November for $75.00 as this payment was processed after the previous options were offered to [redacted]. The refund will be issued back to the credit card we have on file and will take approximately seven (7) to ten (10) business days to receive depending on her financial banking institution. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

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 only way I could get them to stop charging my bank account was to close the account all together. I told them repeatedly that I was not happy with any option I was given and I was being forced to make a decision to keep them from withdrawing more funds out of my account. I can not accept a loss of $749. This is not right. I was never given an opportunity to get my money back because it was never an option given me by this company. I want my money back.

Regards,

Business

Response:

Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. We have further reviewed [redacted] concerns and have determined we will refund the balance of the package. The refund for $674.00 was completed as of 01/12/2015. All funds will be returned to the credit card ending in xxxx—[redacted] and may take approximately seven (7) to ten (10) business days to receive. 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: 1.11/14/14. My credit card was debited for $59.00 for assurance protection insurance that I did not authorize.2.11/17/14. Spoke to [redacted]. In the validation process for change of resort vacation from may 30,2015 to August 12,2015, I brought up the charge of $59.00 to my credit card on 11/14.She assured me that it will be credited back to my account. When she came to discussing the charge of $309($250+$59 assurance protection insurance),I reiterated to her "It will just be a debit and credit for $309, right?" and she said yes.3. When I checked my credit card, there was a debit and credit for $250 and $59.00, total of $309 on 11/18/14 but no credit for $59.00 for 11/14.4. Spoke to supervisor, [redacted] on 12/2/14.He said the credit of $59 on 11/18 was for 11/14 charge and the debit of$59 was for assurance protection I agreed on tape on 11/17 and was holding me to it.Desired Settlement: 1. A refund of $59.00. 2. Mr. [redacted] also stated during our conversation he only authorized the credit of$59 contingent upon me getting the assurance protecton. This was not relayed to me by [redacted] and it would have been double posting for the same transaction. Clearly, Mr. [redacted] is doing a hardsell that I did not want. He should be called on this not to prey on senior citizens like me 3. The company should be held liable for the actions of their employees.

Review: I reserved a room through RCI Resort Vacations at the [redacted] in [redacted] in April, 2014 for my vacation week, July 26 to August 2, 2014. I was never contacted by RCI (or the [redacted]) that this facility would not be available because it was scheduled to be demolished this summer - I found this out accidentally when I contacted the resort about their laundry facilities/accommodations on July 7th.My vacation was now less than three weeks away. I began calling the RCI Resort Vacations Customer Service Center on July 8th to arrange an alternate vacation site and was unable to do so. I called back two times on July 11th, July 14th, twice on July 15th, and July 16th. Each time, I was told that my problem had been "escalated" because it was time sensitive to upper management and that they would contact me via email. On July 17, I was contacted by a supervisor and she said that I would be staying at the [redacted] in [redacted] and that I would receive a confirmation email by the following day and I did not. I started calling the Customer Care Center on the 21st and then again today, the 22nd, each time requesting to speak to someone that could help me. I was only able to speak with supervisors that could listen to my problem and "escalate" it to the VP but they had no power to help me because it needed the VP's approval.I have tried for over two weeks to resolve this situation by calling approximately 10 to 12 times(each time being on hold from 15 minutes to one hour),but have been unable to do so because of the negligence of the supervisory staff at RCI's Resort Vacations in [redacted]. They have completely failed to acknowledge my concerns for not having a place to stay when we land in[redacted], let alone make alternate arrangements. I'm only told that it will be resolved - but WHEN?? Our vacation is now THREE DAYS AWAY!!!Desired Settlement: This evening, when speaking to yet another supervisor, I requested a complete refund of all moneys paid to RCI Resort Vacations thus far:$1,699.00 paid for my initial membership into the program (requesting FULL payment because this is the FIRST time I've tried to use it since signing up last November)PLUS $416.87 paid to reserve this vacation - TOTALING $2,115.87.

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, [redacted] booked a hotel stay at the [redacted] and Suites in [redacted] with an arrival date of July 26, 2014. The cost of the stay was $341.00. Based on our review, [redacted] contacted by the property via email and was advise that she did not have a room reserved due to the fact that the property was no longer open. [redacted] contacted our agency to advise of her findings and was informed that she would be rebooked to the [redacted] in [redacted] along with other affected guests. Unfortunately, the member later learned that she was not on the resort’s confirmation list that was sent back to our agency and the member was not reconfirmed for the stay at [redacted]. As a result, [redacted] booked a stay on her own at the [redacted]. Based upon [redacted]’s experience she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective August 5, 2014 and a full refund was issued for $1,699.00. The refund was issued back to the credit card we have on file ending in xxxx—6567. We have also refunded the upgrade fee of $341.00 on July 30, 2014 to the same credit card on file. 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,[redacted]

Review: I agreed to a layway package for 1,977.96. I have already paid a total of $1,300. Recently I had gone through a divorce and am no longer to maintain the payments due to being a single mother of 4 and the sole provider to my family. I contacted the [redacted] plan, and first spoke with a customer service representative. She took my information to pull up my account. The representative stated that she could not help me and that she would have to pass me over to the finance department. I was then transferred over to the finance department when a Finance Representative by the name of [redacted] pulled up my account and reviewed it. He then stated that I only had a remaining balance of 677.96 left to pay off the account, and he could accpet the payment in full today. I explained to him my situation and that at this time I could not. He then stated I can break it up into two payments and you can pay half today to reactivate the account. Again, I stated I cannot do that. He offered to break it up into three payments and again the same response that I cannot do that. I then asked what my other options were and stated that I wanted a refund. The finance representative placed me on hold and came back stating that he could not do that. I told him that no policy stated that he couldn't and it was not discolsed to me when I initally agreed to this [redacted] layway, and that layways do refunds. He stated that he couldn't help me with this that he was just the finance department and that he would have to pass me to a customer service representative. I stated that I spoke with them first and they transferred me to him. I was then passed to a customer service rep, and stated that he couldn't help me because he was not the one who initally set up my [redacted] package. I asked for a manager he then passed me to and indvidual that was supposedly a manager by the name of [redacted] who said he had to pull the initial phone records from over a year ago, and that could take some time because he doesn't know. He then said I signed up online and I said no it was a telemarketing call, and that's when I agreed to the package but it was never disclosed to me about no refund. He stated that I must have been under the old policy and that things have changed. He said he would call me back.Desired Settlement: I would like a full refund in the amount of $1,300 dollars.

Business

Response:

Re: [redacted] Dear Ms. [redacted]: 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 [redacted] Package on April 26, 2013. The cost was $1,999.00 with a down payment of $249.00 and twelve (12) monthly payments of $154.83. Based on the information reviewed, Mrs. [redacted] agreed to purchase the package, however, as a result of divorce; she was unable to maintain the monthly payments on the account. Mrs. [redacted] also asserts that she was not made aware of her cancellation options at the time of purchase. Our records reflect that Mrs. [redacted] completed the sales validation at, which time she was informed upon execution of her paid deposit she could log on to the website and review the full details and benefits of the program and the terms and conditions. The terms and conditions outline the rescission period to cancel and receive a full refund. Based upon Mrs. [redacted] statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective September 8, 2014 and a refund was issued for $1,321.00; the refund includes one (1) down payment for $249.00 and eight (8) monthly payments of $134.00. The refunds will be issued in separate transactions. The refund was issued back to the credit card we have on file ending in xxxx—[redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution 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

Review: I have never had the opportunity to go on a vacation. When hearing about [redacted] Vacation/International Cruise and Excursions, I figured it had to be great because it was owned by [redacted] and [redacted] is reputable, how could I go wrong?

I saw a [redacted] commercial stating you could put a vacation on layaway. What a great idea, especially for those of us who do not have vacation money at our disposal. I called and purchased a layaway plan for a 7 Day Resort for up to 7 people anywhere I wanted to go(so I was told), and a 7 night Cruise for 2 anywhere (so I was told) for 1499.00. In return, they gave me a 3-5 night cruise free (3-5 nights based on when I travel). This was very exciting to me!

I paid $99.00 towards the down payment on 4/18/13 and I paid $50.00 on 8/25/13. Then payments of $75.00 were deducted out of my bank account via debit card on 6/24/13, 7/23/13, and 8/23/13. I then paid in full the balance of $1125.00 on 9/9/13. For paying it off early they gave me another vacation of a 3-5 night Weekend Getaway, wherever I wanted to go. I was so excited, what a great deal. I have 4 vacations. Little did I know this was going to be a nightmare!

Starting in 2013, I called several times trying to get a feel for how this whole [redacted] vacation thing worked, asking questions etc... I call to book a few times and I was told I was calling too far in advance (maybe 6 months). I was told to call back closer to when I want to travel to get more options. So, I waited until a couple months in advance and called several times to book but nothing was ever available that was convenient for my travels ie: the east coast. (Virginia, North Carolina, South Carolina, Maryland, New Jersey) and my available dates. Once, they had something like 1 resort stay in S.C. but I would have had to pay a few more hundred dollars, so that was not an option. In my mind I just paid $1500.00 for my vacation so I was not trying to pay more, nor could I afford to pay more. It appeared every time I called to get a vacation booked nothing that I wanted was ever available unless I paid hundreds of dollars more.

Another example: I could have gone to Florida, Mexico, or the Bahamas but I had to pay to get there. I live in Virginia so I was trying to find something within the states mentioned above. Something I can travel to by car, in a reasonable distance.

After calling again and again for a year, I am now running up on a deadline on 2 of the vacations. Not only am I still unable to find somewhere I want and can afford to go, the year I have spent with the customer service (for the most part) has be the worst customer service experience, EVER.

I got very upset on two occasions because I really feel like I was taken advantage of. So upset I was crying. I mean, I didn’t pay this kind of money to go on vacation at [redacted]’s choice of places and dates.

Most recently:

I called on 6/16/14; I think to book, yet again. I explained to the customer service representative that I was having the worse time with finding some where to go and at this point I would really like my money back. He said he would get someone to call me back within 24-48 hours about a refund. I said ok, and that was that.

On 6/25/14, I called because I had not heard from anyone. I called the wrong number, I think I called [redacted] Vacations and I should have called [redacted] Travel. She gave me the correct number. I called and got customer service representative, [redacted]. I told him pretty much the same thing... “I have been trying to book for a year now, nothing works and I called last week (6/16) to request a refund and was told someone would call me back in 24-48 hours and I have not heard from anyone.” He asked for my phone number to pull up my account, and then told me he would get his supervisor. I was on hold for at least 21 minutes (last I checked) with no communication in between time, such as “I’ll be with you in a few minutes” or anything.

It was obvious when the supervisor came on the phone he had his mind already made up on how he was going to ‘handle’ me (I guess this was based on the conversation he had with [redacted], the customer service rep) and he immediately was very matter of fact and eventually condescending saying “I can tell you that you are not going to get your money back and it is not even an option. The only option you have is to book and I would be happy to stay on the phone and help you book with an agent.” I told him I didn’t need his assistance in booking I was quite capable of doing that without him. Telling him I was calling to see why no one called me back from the 16th phone call. He pretty much just literally keep repeating I would not get a refund and he can help me book. He said “they ([redacted]) didn’t have anything to do with my personal situation (not being able to afford hundreds of extra dollars) He said I was told when I bought the package that my vacation would be based off their availability of places and dates not mine.” This really upset me and I told him that was not the case. I said, “Had someone told me I could not go on vacation based off my available dates and the places I wanted to go, I most definitely would not have paid my money!” Who pays money for a vacation based off the company’s availability?? That just didn’t make sense to me, regardless; I would have NEVER paid my money under these circumstances.

The conversation got really ugly, I became very emotional, crying and cursing because I was not being ‘heard’ nor was he trying to help me in any way, other than book. I basically felt like I was being robbed and I said that to him. Yes, I am very upset I paid $1499 for a vacation I can’t use. I do want my money back. Then he had the audacity to say “I’m not sure why you are so upset?” really? Let me tell you why I’m so upset. And I listed the reasons… as if he didn’t already know.

I did ask to speak to someone else but he told me “you have already spoke to 8 people, no one else is going to tell you anything different than what I’ve told you. You will not get a refund, and I can help you book.” I told him yes, I have spoken to quite a few people over the course of a year trying to find somewhere to go on vacation. Yes, the conversations have all not gone well and I requested a supervisor a time or two. At this point, I no longer wanted to talk to him I wanted his supervisor. He refused saying no one was available.

I asked him was he an escalated supervisor, a supervisor on the floor who was in charge of a group of people or was he the call center supervisor. I asked because I wanted someone above his title. He would not answer me. He told me that if I call back and ask for a supervisor, I will get him, saying, Ms. [redacted], I AM THE SUPERVISOR. I told him there was someone over him, everyone has a boss, he just said he was the supervisor, reiterating no one will tell me anything different than what he is saying.

He eventually, after going back and forth with him, gave me the call center director’s name, [redacted], telling me I can write her a letter. I told him I didn’t want to write a letter, I wanted to talk to someone and that I would appreciate if he would let her know to please call me within 7 business days, that date would be July 7th since the 4th of July fell on a Friday. He pretty much told me someone would call me back in 24-48 hours but he could not promise it would be her. I specifically told him I did not want someone equal to his authority (whatever that is) to call me, I would much rather Ms. [redacted] did. He again tells me pretty much that it didn’t matter because I was not going to get a refund. So, besides the fact I am already upset about not being able to use the vacation I purchased, or getting any leeway on a refund, the back and forth with him was getting me more upset.

I said to him the initial reason for my calling today was because I was told someone was going to call me in 24-48 hours on the 16th, no one called and it has been a week. How do I know at this point someone is going to call me? He started in again getting off tract still talking about there will be no refund and he can help me book. He also kept quoting things from the notes on my account that the customer service reps wrote. Some of which were very untrue, this upset me as well. [redacted] (supervisor) pretty much justified everything [redacted] and its workers did and treated me like I was crazy. This conversation with [redacted] went on for what I want to say at least an hour, probably more, starting from when I first called in.

I am almost sure I am forgetting some things in this letter because the phone call was just ridiculous and I am in shock that a company would treat a customer the way I have been treated Not just this time, but several times. I strongly believe in good customer service. Any time I pay my money for anything I expect good customer service; in turn you get repeat business and a happy customer. If the customer is happy, there are no complaints, no problems.

I do not have $1499 to throw away.

I would like a full refund since I was NOT told that my vacations would be based on the availability of [redacted]/International Cruise and Excursion. I was definitely misled. I would also like a refund because I have been very forthright in trying to book a vacation for the last year, on the east coast where I live with no such luck (unless I pay hundreds of dollars more or go to where and when they want me to go). I would like a refund because I do not want to give a company my hard earned money and receive bad customer service.

Thank you and I appreciate your time.Desired Settlement: It would make me VERY happy to get a refund.

Business

Response:

July 22, 2014

Lyndsey Mullens

Revdex.com

4428 North 12th Street Phoenix, Arizona 85014 [email protected]

Re: [redacted]

Dear Ms. Mullens:

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 Registry Vacations Package on April 23, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00. History shows Mrs. [redacted] paid only $50.00 of the required down payment on April 23, 2014.

Based on our research, it is standard policy for a sales validation to be completed by the member at the time of purchase. During the validation the member is advised of the following: resort availability is determined by location and season, with upgrade options if needed. Based on the size of your resort accommodations, friends and family may stay with you at no additional cost. It appears Mrs. [redacted] was not afforded the opportunity to have this information reviewed prior to the completion of her purchase.

Based upon Mrs. [redacted]’s statements that she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective July 4, 2014 and a refund was issued for $1,400.00; $50 down payment, three (3) monthly payments of $75.00, and

$1,125.00. The refund was issued back to the credit card we have on file 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.

Review: We cancelled our "[redacted] cruise and travel collection subscription" via certified letter as requested. This business REFUSES to sign for the certified letter and keeps billing my credit card. Numerous phone calls all result in a run around scam. Nobody will acknowledge that we cancelled.Desired Settlement: CANCEL MY SUBSCRIPTION. AND REFUND MY MONEY. PLEASE PLEASE.

Business

Response:

Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, [redacted] purchased a [redacted] Cruise and Travel Collection Membership Upgrade on April 24, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. A review of the file shows that on April 25, 2014, [redacted] contacted our agency and advised that he wished to cancel the above referenced package due to lack of inventory. [redacted] was unsuccessful in locating a resort vacation within the first thirty (30) days of purchase. The member was within the rescission period at the time of the initial request. Based upon [redacted] statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective July 31, 2014 and a refund was issued for $442.68; this includes all applicable 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 [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

Once you register for this service, they constantly send you emails. They will not stop sending me emails, no matter how many times I ask them. There is no un-subscribe link and speaking to representatives gets you nowhere.

I am disgusted that this company has somehow been given access to government workers and is somehow framed as a special benefit. They called me and tried to sell the select access and proceeded to ridicule me when I was "doing the math." I ended the call and they called me back, and proceeded to get nasty with me when I refused their new, special deal (5 year membership as opposed to 10 year membership). My apologies to anyone who has to deal with them.

Review: While vacationing in the Dominican Republic my wife and I were approached by a representative of Lifestyle Collections (an affiliate of International Cruise and Excursions Gallery) regarding a timeshare opportunity. They claimed that there were no blackout dates, they had close relationships with airlines to get the best deals, accommodations where available in almost every conceivable vacationing location, etc. Although we vacation quite often we were not interested in the financial commitment required for the initial program presented to us, as we are focused on the purchase of a home in the next 2 years. During conversations however we relayed the fact that we are planning to go to New Zealand within the next 5 years and the representatives excitedly told us about a 2 year membership (versus the 23 and 6 year memberships, both of which required a greater debt commitment for us) where a week of vacation would be gifted along with a $500 membership gift card good for use towards accommodations and amenities through the program only. We specifically asked if the week could be used towards a vacation in New Zealand and they emphatically said "yes". The package was $999 and with the prospect of catching a break on our dream vacation, for at least a week through the membership, we purchased the membership with the hopes of being able to travel to New Zealand sooner rather than later. Long story short, while we received the contract at signing, we did not receive the 1 week of free travel until all of the paperwork was complete. Once we were able to get back home and get access to adequate internet, we immediately began attempting to plan our trip.

THE MEMBERSHIP WHICH WAS SOLD TO US BY THE REPRESENTATIVES OF LIFESTYLE COLLECTIONS IS NOT THE MEMBERSHIP WE RECEIVED.

The week of free vacation can only be used for limited locations which are the Dominican Republic and Mexico. The $500 membership gift card in almost every instance may not be used all at once to reduce the cost of accommodations. New Zealand options are severely limited, and while there are no blackout dates, there is no availability for the times we would like to travel.

IF WE HAD KNOWN THAT WE COULD NOT USE THE MEMBERSHIP FOR THE TRIP TO NEW ZEALAND WE SPECIFICALLY AND AT LENGTH DISCUSSED WITH THE REPRESENTATIVES, WE WOULD NOT HAVE PURCHASED THE MEMBERSHIP.

Once we realized the product was not what we wanted (we got back on late Saturday and began researching on Sunday) we immediately attempted to reach out to Lifestyle to get a refund. We have sent 4 email, been given over 8 different numbers to "try" and It has been 1.5 weeks and we have not heard back from anyone, or been able to speak to anyone in a position to assist us in getting a refund.

ANYONE I HAVE BEEN LUCKY ENOUGH TO ACTUALLY GET ON THE PHONE CLAIMS THEY DO NOT KNOW, OR DO NOT HAVE DIRECT PHONE NUMBERS/EMAILS FOR ANYONE IN THE ORGANIZATION I CAN FILE A COMPLAINT WITH OR REQUEST A REFUND.

THE FACT THAT IT IS IMPOSSIBLE TO SPEAK WITH ANYONE OTHER THAN A MEMBERSHIP UPGRADE REPRESENTATIVE SEEMS SHADY TO SAY THE LEAST.

At this time I feel as though their advertising/sales tactics are completely dishonest and they encourage their salesmen to say or do whatever it takes to make the sale, knowing that the ability to immediately research the membership is unlikely while on vacation, and neglecting to allow reviewal of the 1 week promotional item until after the contract is completed.

In the end, I feel as though THE MEMBERSHIP WAS SOLD TO US UNDER FALSE PRETENSES, IT IS DISGUSTING AND SERIOUSLY ALARMING THAT WE ARE NOT ABLE TO GET IN CONTACT WITH ANYONE TO RECTIFY, LET ALONE DISCUSS, THE ISSUE WITH THE COMPANY, AND I WOULD NEVER WANT TO BE A PART OF A MEMBERSHIP THAT HAS SHOWN TO BE SO UNSATISFACTORY AFTER ONLY 2 WEEKS.Desired Settlement: The resolution we seek is a full refund of $999.

Review: I participated in a [redacted] Vacation presentation on the 9th of April 2014. In this presentation they promised:

1. Hotel rates of 40 to 60 % lower than any website out there, because they have direct access to rates

2. They have "quarterly deals" for which you pay a fee ranging from $99 to $399 for a week at a resort. Those resorts had options in their offer. Some said "All Inclusive Optional", and that means that you can choose to purchase the All Inclusive or not to. Some said "Required All Inclusive" which means that you have to pay extra to get All Inclusive. Some said "All Inclusive", and the Guy presenting said, after I asked him a couple of times, that it means that in that fee for the resort room the "All Inclusive" fee is also included.

3. They also promised other things I will not get into this time.

In order to get all this I will have to become a member of [redacted] Direct Access and Pay $4999. I decided to become a member and made a down payment of $833 and scheduled another 5 payments every month thereafter.

A week later, on the 15th, I called [redacted] Vacations and spoke with [redacted] at extension**, desiring to book an All Inclusive resort room from that Quarterly Deal list. He than said that the "All Inclusive" option and the "Required All Inclusive" option mean the same thing, which is You have to pay extra for All Inclusive privileges, and that it was a misunderstanding in the presentation. The presentation was a lie to make people sign up with them and get the money. It does not even make sense what [redacted] said, he also implied that I was dumb for asking such a thing because none of the other customers asked that. If they are both the same thing why do they call them different???? I was lied to.

I also called [redacted] at ext. [redacted] a few days later and she said the same thing.

After dealing with this vacation reservation nightmare I decide to look at some hotel rates and compare [redacted] Direct Access to other sites out there. I realized that [redacted] rates are most of the times higher than other websites out there. I decided to cancel the account.

I spoke with [redacted] the "the[redacted]" on the 24th of April and told him to cancel my account and refund my deposit of $833. He said no to canceling account and refunding my money, and he did not want to transfer me to a Supervisor saying that he is the highest in this matter in the company. He mentioned something about a 3 day policy on cancelation, but since they lied about the product the 3 day does not apply. They were suppose to cancel the account and refund my money, which they never did and not sure they are planning on doing it.

I want my deposit back because they lied about their product a few times and I did not use any of their promised incentives for signing up.Desired Settlement: I want [redacted] Vacation or ICE to refund my deposit and sent the check to my residence.

Business

Response:

Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a [redacted] Vacation Direct Access package for $4,999.00 with a down payment of $833.00 and four (4) monthly payments of $833.20. A review of the file shows that Mr. [redacted] review the program and conducted some price comparisons at which, point he indicated that he could find a lower rate and did not see the value in the program. Our records indicate that Mr. [redacted] had several telephone conversations with our agents about his belief and each time the agent consistently demonstrated to him the value of his [redacted] Vacation package. Based upon Mr. [redacted] statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective May 14, 2014 and a refund was issued for $833.00. The refund will be issued back to the credit card we have on file. 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, [redacted] Resolution Specialist Office of the President

Review: I was sold a cruise/resort package that included 2 seven day cruises and either a 1 week resort stay or 2 three night hotel stays. The initial sales contact mentioned an Alaska cruise which got my attention. I was led to believe a number of features that seemed to meet my plans, so I bought the package. I successfully booked the cruises just fine. However, when I booked the ship, I found out that the cruise line's rate was the same as I paid to RCI, so the only advantage of buying from RCI is that I get accommodations before or after the cruise. When I tried to book the hotel in our departure city ([redacted], BC) I was told that they didn't have any hotels in the whole city. I find this hard to believe since RCI is part of Wyndham and there are Wyndham hotels in [redacted]. I told the booking agent at RCI that I would give him a week to come up with a hotel in [redacted] or I would contact the Revdex.com. He told me he would contact me either way within that week. It has been three weeks and I have not heard from anyone at RCI. I feel that I was mislead as to the price and flexibility of this travel package.Desired Settlement: I would really like to have the two, three night hotel rooms (5/23, 5/24 5/25, 2014) in [redacted] as close to the Norwegian dock as possible. If RCI can't do that, then I would like a refund in the amount of 2 three night hotel stays of my choosing in [redacted], or a new hotel/resort certificate with no expiration date for twice the number of days (four three night hotel stays or 2 week-long resort stays).

Business

Response:

Re: [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.

According to our records, Mr. [redacted] purchased an RCI Registry Vacations Package on November 9, 2012. The cost of the package was $3,299.00 with a down payment of $199.00 and eighteen (18) monthly payments of $181.22 until the package was paid in full.

On December 4, 2013 we made contact with Mr. [redacted] and were able to resolve his concerns. We successfully booked two (2) rooms at the Holiday Express [redacted] Airport Hotel for May 23, 2013 to May 25, 3013. We applied two (2) hotel certificates and our agency absorbed the additional $78.00 per booking cost not covered by the value of the certificate.

Additionally, the [redacted]’ were traveling with the [redacted]’s who encountered the same circumstances with their package. In efforts to resolve this matter amicably for all parties involved; we extended the [redacted]’ the same booking options. All parties have been booked and were sent confirmations of their hotel reservations.

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 is satisfactory to me. Thank you to the Revdex.com and RCI Cruises for the favorable resolution to this issue.

Regards,

A year ago my husband and I created a login on a free vacation search website for military members just to check prices for a possible hotel discount. Today I received a call from a local number. I answered, assuming it was the school. Instead, it was someone who did not initially identify themselves that sounded urgent, asking to speak to my husband, who is again deployed. For twenty minutes, I was on the phone listening to spiel and at the end after being explained about their affiliation with the [redacted] (a for-profit charity) and the [redacted] (a credit card company that we have had bad experiences with in the past), I was asked how I would be paying the nearly $3,000 fee. I explained I wasn't - we don't have the money for any vacations, let alone a $3,000 up front fee for anything when we don't even know where we'll be in a year. Despite me explaining that I would not be able to pay anything at all to this program as we could not afford it, I had to listen to financing options and attempts at goading me into signing up for the program. I felt extremely uncomfortable.
My biggest question is to how an Arizona company can use a local number (states away) to contact people in that area. While claiming to want to benefit soldiers, it seems as if they are preying on them. If you are uncomfortable, stand firm and do not give in to sales pushes.

A member from RCI cruise and resort vacations contacted me to sell a vacation package which sounded like a good deal. It was a 7 day or 3-4 day cruise and a 7-day or 3-4 day resort stay. This was approx. $2,000 which was financed and had a monthly payment of approx. $103 per month for 18 months. I was told that I wouldn't have to pay anything additional and I could travel practically anywhere. BUT, when I tried to book a cruise I was told I would have to pay an additional $550 for port fees and taxes. Also, cruises that were available had additional upgrade fees. When I tried to book a resort, it was not available on the dates I desired(and I put in multiple dates), or at an undesirable location. In some instance you had to pay additional resort fees to stay during at undesirable time. I called to complain and was told that I had 10 days to cancel and that I was told this information during the time of the sell. Very inconsiderate. This company has fraudulent practices by telling a potential customer a good deal but when the deal is about to close some of the details are in the fast talk and the small print in the package that is sent. You have 10 days to cancel. I would like trusting citizens to avoid this company because it uses trickery to fool you into buying their services. Beside you will find a better deal on your own.

Review: In May 2013 I got contacted by [redacted] cruise and travel to offer me an Elite Membership to continue to trade in timeshare I purchased through [redacted]. The price was pretty high $2500 for the first 3 years and the perk was to get the rest of my membership years at $29.00 for the rest of my life. It sounded like a great deal. The company was also going to give $2500 in credits that I could use towards hotel discounts; I was told they had no expiration date. The policy states that when I book hotel reservations I'd be allowed to get an additional dollar discount as posted on the website, and that money would come off from my credits. The issue I find illegal is that, when I cancel a reservation, they do NOT credit back the Dollars to my balance. I had to call several times in order to get this problem corrected and several times I had to escalate this problem to a supervisor. However I am tired of having to do this, I have placed several complaints regarding this problem to no avail, till this day I have not been credited back for the last 4 reservations I cancelled, ( I made a total of 45 reservations for this summer) I am still missing 331Dollar credits

My secondary complaint is that in at least 4 occasions they failed to credit back my Credit card for cancellations. After several calls, I finally got all my money credited back to my credit card, but in several occasion I had to dispute it with [redacted], my credit card company

My 3rd complaint is that the way the website is designed; it is very confusing and hard to figure out how and when cancellation points are posted. It is almost as if it’s purposely design to cheat the customers out of their points.

My 4th complaint is that when the points do get credited to my account they have an expiration date

My worry is that others may not complain or follow through, but this seems fraudulent at best- especially after purchasing a $2500 membershipDesired Settlement: 1)I would like to receive a voucher for a free cruise in lieu of all the points they still owe me, and also for my pain and suffering. If they refuse this request, I would like my $2500 for my membership refunded.

2) I want to credit back cancellation points as fast as they credit back credit card payments

3) I would like my points already restored to remove the expiration date

4) In addition I would like to see the website designed in a manner that I can do my own follow up without having to call customer service to see how they have applied my credits.

Business

Response:

Re: [redacted] Dear Ms.[redacted]: We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. According to our records, on May 30, 2013, Ms. [redacted] purchased an upgrade to her [redacted] membership. The cost of this upgrade was $2,499.00 with a down payment of $399.00 followed by eighteen (18) monthly payments of $125.67. This membership included three (3) Premium certificates, plus a bonus week in Mexico, 2500 savings credits and the ability to renew annually at the cost of $29.00, per year, for 33 additional years. Our records further inditate that Ms. [redacted] has used three (3) of the four (4) certificates. The fourth certificate expires on May 30, 2015 and will need to be booked by that expiration date. Due to the fact that Ms. [redacted] has used 3 of the certificates, and that she is outside the rescission period, a refund of the membership is not available. The initial 2500 savings credits, that were applied to the account on the date of purchase, do not expire, however, any additional savings credits that are earned through the booking process, expire one year after date of issuance. Ou records do agree with Ms. [redacted] in that she did make 45 hotel reservations; however, she ultimately cancelled 37 of those reservations. After reviewing our records, adding savings credits for the booked reservations, and deleting savings credits for the cancelled reservations as well as the expired savings credits, the current balance of 2909 savings credits, reflected in her account, is correct. However, in the interest of customer satisfaction and to resolve this issue, we have added to Ms. [redacted] account the 331 savings credits that Ms. [redacted] feels she is missing. We have also credited to the account, an additional 661 savings credits, which respresents the expired savings credits, for a total of 942 additional savings credits. These additional 942 savings credits will expire one year from today. 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 had booked a cruise through International Cruise & Excursion Inc (I.C.E.) on May 23, 2012. The cruise was scheduled for 2/2/14 through 2/9/14 to the Mexican Riviera. I received a strange email the other day- from a "donotreply" email address. I'm not sure why I got it because there was no greeting or body of a letter or message; however at the bottom it appeared there was a duplicate charge of another $451.09 in fees is pending as of 11/19/13. That is the same amount I paid for port fees when I booked the cruise via phone over a year and a half ago. I called to speak with the travel agent I had booked my cruise with about it but kept getting a message that she was on another call, so I ended up speaking with a gentleman by the name of [redacted] instead to get it all sorted out. He informed me that the cruise had been canceled in December 2012. I was completely shocked because I didn't cancel the cruise, and I was never notified about this cancellation. I didn't get any emails, phone calls, or [redacted] mail from either International Cruise & Excursion Inc, Our Vacation Center (the company name the email was sent from), Registry Vacations (the company name as it appeared on my bank statements for the monthly automatic withdrawal) or Carnival Cruise.

After speaking with [redacted] and [redacted] at International Cruise & Excursion, they all stood by their response of "it was cancelled, I can't tell you anything more. But we will see if we can issue you a new cruise certificate". So let me get this straight- I didn't cancel the cruise. Carnival didn't cancel the cruse (which I verified on the Carnival website). That just leaves International Cruise and Excursion Inc that could have possibly canceled my vacation without notifying me. And I can't even get an explanation on why? Then I have no choice that to deem the company unethical and a place I do not want to do business with. I was on the phone with them for over an hour and a half, and was transferred to 4 different people. This is not the kind of customer service I deserve. I told everyone I spoke with that because they breached the contract, I would like a full refund. I do not want another cruise certificate which is what I was told was my only option. I do not want to do business with a company that will not be honest with me. I understand that mistakes happen, and if that was the case I should have been apologized to for the unintentional cancellation. But because I cannot have the real story of what happened and why; and also they breached our contract, I deserve to get a full refund. Upon doing some recent research on the company I am finding that even their employees admit that International Cruise & Excursion Inc is "a rip off", "gets shadier every year" and they are "price gouging"- just to name a few quotes from employees. If this is what their current employees are saying, then I think it is obvious this is an unethical and scandalous business and it deserves to be investigated heavily.Desired Settlement: I believe I deserve a full refund in the amount of $1495. I will be taking this to small claims court if I do not receive in a timely manner a response and/or refund to the demand letter I recently sent.

Business

Response:

Re: [redacted]

Dear Ms. [redacted]:

We would like to thank you for bringing Mrs. [redacted]t’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]t booked a cruise on May 23, 2012 with Carnival Cruise Lines traveling to the Mexican Baja/ Riviera for six (6) nights traveling from February 2, 2014 to February 8, 2014. The total cost of the cruise was $1,262.74. The member’s out of pocket cost were $215.57 per person totaling $451.09, which included a $19.95 processing fee and an agency payment of $811.65 (cert value).

On or about January 2, 2013 Carnival modified the cruise itinerary by one (1) day. The cruise line offered guests the option of rebooking their cruise to a different date or cancel with a full refund. Carnival held the funds for the booked cruise for a period of ten (10) days until they were notified if the member was going to rebook or cancel. It does not appear that the [redacted]ts were advised of the itinerary change and subsequently their booking was cancelled and all monies for the cruise were refunded back to the original form of payment. Mrs. [redacted]t learned of the cancellation when she received the cancellation confirmation from our agency on November 19, 2013.

Upon our review of this case we have made contact with Mrs. [redacted]t and have rebooked her Carnival cruise. She booked the same cruise with travel dates for March 8, 2014 to March 15, 2014. The cost to her for the cruise was $477.19 and her cruise certificate was reinstated and applied to the reservation. The agency covered the additional net owed on the booking to cover the certificate value.

Due to miscommunication about Carnival’s modified cruise schedule which caused confusion to our customer, we extended a $200.00 on board credit to the [redacted]t’s. This credit was applied on December 2, 2013 directly with Carnival Cruise Lines and will be available to the member upon arrival for their 2014 cruise vacation.

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: I received a phone solicitation from a woman named [redacted] who said that [redacted] was getting into the vacation industry and had a lay away vacation package of a 7 day cruise and 7 day resort for $149 down and $75 a month for 18 months. I was told I could go on the website [redacted] and choose from any cruise with no blackout dates. I was told after three payments I could take my resort vacation. I tried to find a resort in Hawaii which she said had many choices and there wasn't one. After closer exam I found only three options in the entire US, one in Colorado, one in Tennessee and one in Arizona. But even with these three resorts there was only one week available the whole year and it was in late Nov. I called multiple times and spoke to an agent and was put on hold and waited a half hour. I asked for anywhere in California for any time this summer and after another long wait she pulled up a resort near death valley and she got it off sears inventory and could only give me three nights with an additional several hundred dollar charge. I called [redacted] today at [redacted] and spoke to [redacted] who is reporting ICE company to her floor manager as she told me that [redacted] is not affiliated with [redacted]. I have called many times since to stop payment and get a recording that they are not open to call back during normal business hours when it is normal business hours and been disconnected or nothing happens when I call [redacted] extension x[redacted] which was "[redacted]" the original salesperson who I spoke with in late June about my displeasure. I challenged her to come up with any resort anywhere for the next year that was for a full seven days with no additional charge as advertised and she could not. I just got home from my vacation that I paid for without the benefit of this package I purchased and discovered another debit to my account which I am disputing as false advertising and being unable to collect on the vacation package I was sold.Desired Settlement: I have closed my credit card at the recommendation of my bank, [redacted] so a reversal of charges is not possible. I want a check in the amount of $374 mailed to me. The charges to my account are as follows: 3/18/2013 $149, 4/18/13 $75, 6/10/13 $75, 7/8/13 $75

Business

Response:

Samantha Oberdank

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

Re: [redacted] Complaint ID # [redacted]

Dear Ms. Oberdank:

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

We have conducted additional research into this matter and note that Mrs. [redacted] purchased a [redacted] on March 15, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00 until paid in full.

Based on our research it appears that the membership was cancelled on July 11, 2013 and the initial down payment of $149.00 was refunded to the credit card on file ending in xxxx—[redacted]. However, the monthly payments charged to the account had not been refunded and processed due to an error on our agencies end. Our records reflect that the following payments were charged in the amount of $75.00 each on the dates indicated; 4/18/13, 5/10/13, 6/10/13, and 7/8/13 totaling $300.00

Our Accounting Department has issued a refund on July 24, 2013 in the amount of $300.00 to cover the four (4) monthly payments that were charged on the account. The check (#[redacted]) was sent via regular mail to the following address on file:

Please allow seven (7) to ten (10) days for the check to be delivered.

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

Review: WAS MISLEAD IN SIGNING UP FOR A MEMBERSHIP WITH SEARS VACATIONS IN APRIL- WAS SOLD THAT THIS WAS A LAYAWAY PROGRAM FOR CRUISE AND THAT THE MEMBERSHIP WAS A MUST AND APPLIED TOWARD LAYAWAY. NEVER RECIEVED ANY DOCUMENTS FROM THEM AND CALLED 10 TIMES BEFORE THEY TOLD ME THAT THEY WOULD MANUALLY ENTER MY CERTIFICATES AND THEN I COULD BOOK THE CRUISE. WHEN THIS HAPPENED IN JUNE I CALLED AND STARTED THE BOOKING PROCESS THEY TOLD ME THAT THE PRICE OF THE CRUISE WAS X AMOUNT BUT THEN IN ORDER TO BOOK IT I HAD TO PAY THE MEMBERSHIP OFF COMPLETLY WHICH WAS AT THAT TIME OVER $ 1100.00 PLUS THE PRICE OF THE CRUISE. I TOLD THEM I DID NOT THINK THAT WAS RIGHT. I CHECKED AND COULD GET THE CRUISE FOR LESS DIRECT- SO I CALLED BACK NAD TALKED WITH A KATRICE THOMPSON AND WANTED TO CANCEL MY ACCOUNT IN JUNE. SHE TOLD ME THAT THE AGENT WAS WRONG AND THAT I DID NOT HAVE TO PAY THE MEMBERSHIP OFF AND SHE WOULD CALL ME BACK. WELL A WEEK WENT BY AND I CALLED AND KATRICE WAS NO LONGER WORKING THERE, SO I WENT THRU THE WHOLE THING AGAIN AND WAS TOLD THAT I DID HAVE TO PAY OFF MEMEBERSHIP

SO TODAY I CALLED AND AFTER BEING HUNG UP AND PUT ON HOLD FOR 45 MINUTES TALKED TO A AGNET AND TOLD THEM TO CANCEL THIS. HE HAS TOLD ME THAT THERE WAS A 10 DAY WINDOW AND HE COULD NOT CANCEL? I EXPLAINED I NEVER HAVE RECIEVED A SINGLE PROGRAM DOCUMENT MAILED NOR WAS I EVER TOLD THERE WAS A 10 DAY WINDOW BUT RATHER COULD CANCEL AT ANY TIME. HE CLAIMS HE CAN NOT CANCEL THE MEMBERSHIP AND HAS ASKED AGENT CLAY OR CHARLES TO CALL ME ?Desired Settlement: I WANT MY $ 374.00 REFUNDED AND THE ACCOUNT CLOSED

Business

Response:

Samantha Oberdank

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

[email protected]

Re: [redacted] Complaint ID # [redacted]

Dear Ms. Oberdank:

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 received for [redacted] and have determined we will honor his request to cancel and refund his Sears Vacation Elite Package purchased on April 26, 2013.

The package has been cancelled effective July 15, 2013. A refund in the amount of $374.00 will be refunded back to the credit card on file ending xxxx—[redacted]. The refunds will be processed in two (2) separate transactions; $149.00 will be refunded for the initial down payment and $225.00 will be refunded for two (2) monthly payments at $112.50 per payment.

Upon cancellation all benefits associated with said vacation package have been forfeited and all future payments and financial obligations with our agency have been extinguished. It may take up to seven (7) to ten (10) business days for the funds to be returned to the credit card provided depending on the financial institution that [redacted] banks with.

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

Best Regards,

Customer Relations

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.

Regards,

Review: My complaint is this our elderly parents decided to start paying for not one but 2 cruises because the sales pitch was so good. They had no real idea of the problems it would be to get out of the contract. My father inlaw passed on 7/25 and wouldnt stop the transactions of taking Money monthly from Mom even with death certificate and they will not refund $899 they have taken as payment towards $3100 for a cruise. They are willing to pass it onto us with $99 fee to reativatd $899 already paid in. I think this is robbery & elder ABUSE!!!!Desired Settlement: I want my mothers $899 refunded.

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. According to our records, [redacted] and [redacted] purchased two (2) RCI Registry Vacations Memberships; the first in April 2011 and the second in March 2013. The membership purchased in 2011, cost $2,195.00 with a down payment of $295.00 and eighteen (18) monthly payments of $113.55 until the membership was paid in full. This membership was paid in full on August 9, 2012 and expired on October 6, 2012. The membership purchased in 2013, cost $3,199.00 with a down payment of $199.00 and eighteen (18) monthly payments of $136.78. At the time of purchase an unused Resort Certificate was also applied toward the down payment from the aforementioned expired membership. The value of said certificate was $700.00. Additionally, there were six (6) monthly payments of $136.78 paid toward the membership totaling $820.68; prior to the cancellation of the membership on October 4, 2013. The membership was subsequently cancelled with no refund and all future payments have been ceased on the account. We have had an opportunity to speak with [redacted], who filed the complaint on behalf of her parents [redacted] and [redacted]. Mrs. [redacted] was provided the information regarding the two (2) memberships outlined above. After carefully explaining to Mrs. [redacted] the history of the membership purchases and the reason her refund request was denied in this matter; Mrs. [redacted] has advised that she is rescinding her request for a refund in this matter. Our agency is currently communicating with Mrs. [redacted]. She and her husband are considering taking over the account at this time. We have offered them the option of paying the balance owed on the membership and reinstating the account for a 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