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International Cruise & Excursion Gallery, Inc.

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Reviews International Cruise & Excursion Gallery, Inc.

International Cruise & Excursion Gallery, Inc. Reviews (840)

Review: Recently I received a phone call with this great offer of paying $199 and that it would cover me for the first year and then I would have to make payments of about $82.43 a month and that on my third year I would have to play a annually fee of $99. So I agreed I had a lot of people at my house the day that I was going over what the payments would be and the man basically was talking fast and I was busy and during the conversation he put in that I would be charged about $82.43 a month but he didn't say it would start immediately I didn't catch what he said and on the recording I was late at answering him because I was busy. At the time I told the sales rep that I was busy but she insisted that it would be quick. I am not over drawn with a lot of late fees and penalties on my account due to all of the payments that were due to them pulling out money right after I made the first payment I called and told them and they stated that there was nothing that they would do except allow me to skip a payment. I was upset because these payments were suppose to start next year and not on the account that they were taking money from. I was also promised free cruise with a a low tax fee and that was a le because they told me that I had to pay 1,000Desired Settlement: I want a full refund as well as all the fees that I had inquired due to the company taking the money out of an account that I told them was only for the one time payment.

Business

Response:

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

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

To Whom It May Concern:

We would like to thank you for bringing 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.

Our records indicate that on May 28, 2013 Mrs. [redacted] purchased a Government Vacation Rewards Select Access Membership Upgrade for $1,499.00. She agreed to a payment plan of one (1) down payment of $199.00 and eighteen (18) monthly payments of $81.22 each until the balance is paid in full. The annual renewal rate is $29.00 per year which begins in year three (3) of the ten (10) year membership upgrade.

Our recorded sales call records indicate that Mrs. [redacted]’s spoke with our representative [redacted] on May 28, 2013 for approximately 1 hour and 32 minutes. During the call the benefits, terms, costs of the upgrade were discussed, and a walk thru of the website was conducted. Mr. [redacted] joined the call at a later time at which point he was advised of the same information previously reviewed with Mrs. [redacted].

Once [redacted] reviewed the benefits and terms with Mrs. [redacted] she then requests the credit card information for the down payment. Mrs. [redacted] advises that her credit card was recently stolen; however, she could provide her bank account information for payment.

After the completion of the sales call with [redacted], Mrs. [redacted] was connected to [redacted], a validations representative, who reviews the benefits and terms of the membership upgrade. Throughout the validation process Mrs. [redacted] provides affirmative responses which indicate her understanding and acceptance of the outlined benefits and terms

Our records indicate that on or about May 29, 2013 it appears that Mrs. [redacted] went online to My Payment Manager and added her credit card information for the monthly payments. However, on June 10, 2013 we received notification that the initial down payment of $199.00 was returned by her financial institution for invalid account information. As a result Mrs. [redacted]’s account became delinquent. Based on the delinquency our Finance Department audited the account and noted a credit card on file, at which time we successfully collected the $199.00 delinquent down payment owed on June 30, 2013.

In regards to the monthly payment concerns, there is no record of any discussion in which Mrs. [redacted] was advised that her monthly payments would commence next year. We show that two (2) monthly payments have processed for $81.22 each, on the 21st of July and August 2013. Subsequently, Mrs. [redacted]’s September 2013 monthly payment in the amount of $81.22 has been returned as unauthorized by her financial institution.

We apologize for any inconvenience that Mrs. [redacted] may have experienced. We respectfully decline Mrs. [redacted]’s request for a full refund and reimbursement of any overdraft fees that may have been assessed. However, based on the above findings we will cancel the membership upgrade effective September 30, 2013. Upon cancellation all future billings will cease and all benefits of said membership upgrade will be forfeited.

We would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Resolutions Specialist

Office of the President

Review: I cancelled this membership within the required legal timeframe however this company keeps charging my credit card and will not refund me my funds. I have contacted them by email and they have acknowledged my request but still continue to call and harass me and they keep charging my credit card. I have all the paperwork and emails printed out to show I cancelled.Desired Settlement: I want them to refund me all of my money and stop contacting me. They told me that they were putting me on a do not contact list however they keep harassing me.

Business

Response:

April 8, 2016

Re: [redacted] # 11313094

Dear Sir or Madam:

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

Our records indicate that Ms. [redacted] purchased a vacation membership in our DirectBuy Lifestyle Collection on March 4, 2016. The cost was $2,499.00 with a down payment of $549.00 followed by four (4) monthly payments of $487.50. Total amount paid into the membership is $1,036.50.

Based on her request to no longer remain in the program, and that her request was received within the rescission period, we have cancelled her membership and issued a full refund effective April 7, 2016. The down payment amount of $549.00 along with the first payment of $487.50 have been refunded to Ms. [redacted]s Visa credit card ending in . . . XXXX 4717. Please allow seven (7) to ten (10) days for the refund to post depending on the financial institution Ms. Yost banks with.

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

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

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: To start this is the second time I have had an issue with GVR. They fail to follow through with their end of the service they say they provide. On 2/11/2015 to Las Vegas for 20,000 points and on 2/24/15 I booked a trip to Mexico for $20,000. I aslo prior to this I booked a trip on 1/8/2014(prior to the knowledge I have now). I was unable to make these trips due to conditions that prevented me. However when I called to change the dates after I spoke with a rep they stated that I would have needed to purchase travel insurance in which there was no where to purchase it when you book yourself online. The rep stated that the option was on the second page in which I was on the phone with the rep while I was on the GVR site explaining to her that there was not any option. Thank God I printed out the booking becasue now 4 days later they deactivated my account to make bookings online because I informed them I would be contacting the Revdex.com. I have paid $1499.00 for a membership that they offer 75,000 points for (i had extra because I made other purchases ad gained points) well I lost 60,000 , because they offer no type of options to change the dates. Again the rep said that you have to purchase travel insurance but its no where stated and you will not know until something comes up and you have to cancel. I printed out the screens to booking on 7/9/15 and as I stated my account was deactivated to make online transactions on 7/12/15.Desired Settlement: restore my 60,000 points

Business

Response:

Re: [redacted] Dear Revdex.com: We would like to thank you for bringing Mrs. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Ms. [redacted] purchased a Government Vacation Rewards Select Access Renewal on January 30, 2015. The cost of the renewal was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78. In review, Ms. [redacted] has only paid the $99.00 down payment to date. There is a current balance owed on the account for $574.69, which equates to six (6) monthly payments of 86.78 plus a $9.00 processing fee per payment. We can restore the 60,000 points for customer satisfaction for the previous reservations made on the account, however, before we can reactivate these points the account needs to be brought current. If paying the balance is not an option at this time we are authorizing the account to be cancelled and a refund of the $99.00 will be issued. Subsequently, if the account is cancelled, all benefits and points will be forfeited. To resolve this matter in a timely fashion Ms. [redacted] may contact our Finance Department at 1.800.571.4719 ext. 2716 to make a payment on her account. Once the balance is current she may contact me directly and I will add the points or she can notify me to cancel the account and I will process the 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. Best Regards,[redacted]Resolution SpecialistOffice 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 do love the membership and I wish to continue. I was the one who called to inform them that the monthly payments werent coming out. However, I called the number given and the extension was incorrect and they were not able to process a payment or reset the account to a renewed one because the old account which is paid in full is still showing. The renewed account even though they deducted the $99.00 downpayment was never established therefore the reaccuring payments were never set up. They are looking into how to process the payment and how to set up the account to have the monthy payments taken out. They informed me that they would call me back today 7/24/15 to get things corrected. I will wait until the business acts to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I tried the service and find no value in it. I was told that I could cancel within 10 business days so I have been trying to do bland responses. I have tried to call and either get hung-up on to no response from customer service. I looked online and found the number to make cancellations, and the person today me to call my rep, when I told him that he was busy and I want to do this now he said hold on Ill transfer

you so as of now I have been on hold for 20 mins and counting. Update so at 25 mins someone gets on and wants to argue with me about canceling my service. After I told him I whatever my reasons I don't need to wait for you to agree with my reasons. I asked will I get an email stating this, or a confirmation number was completed he stated something will come in the mail in 7-10 business days. So I have no

proof this was even done.Desired Settlement: All Im looking for is a refund of my monies and proof that my account was/is cancelled.

Business

Response:

Re: [redacted] Dear Sir / Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a Government Vacations Reward Select Access Membership on June 26, 2015. The cost of the membership was $1,999.00, with a down payment of $99.00, and eighteen (18) monthly payments of $117.56. It is Mr. [redacted] claim that he tried out the service, but found no value in the program. Mr. [redacted] states he was informed at the time of purchase he had ten (10) days to cancel. Subsequently, after several attempts to cancel, Mr. [redacted] spoke with an agent who advised him the account had been cancelled and a confirmation would be sent in the mail. Our response to the above referenced matter will serve as confirmation that Mr. [redacted] account has been cancelled. The account was cancelled on July 6, 2015, and a refund for $99.00 was processed back to the credit card we have on file. Please note, it may take approximately seven (7) to ten (10) business days for the refund to be credited back to his account. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have several phone calls from Government Travel Rewards for over a year. They have never listened to the fact that I was no longer interested in their travel service, and they were unwilling to take me off their call list. I have received three calls within a two week period this month (November). Two of those calls within two days. I told them earlier this month to place me on their no-call list, and yet I continue to get calls from them.Desired Settlement: Stop calling

Business

Response:

Re: [redacted]

Dear [redacted]

We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. According to our records, [redacted] has not purchased any products or services through our agency but did sign-up for a free membership back in January of 2011. By signing-up for that membership, her provided permission to to telemarket offers to him. He has now requested to be removed from our phone and email campaigns. Effective November 4, 2014, we have marked [redacted]s account with a Do Not Call notation. Additionally, we have sent a request to our Dialer Admin team and requested that all information, including email addresses and phone numbers be removed from any dialer and email marketing campaigns. Once a request has been made, ICE will add the telephone number(s) to its Company Do Not Call List within thirty (30) days. It is the consumer’s responsibility to inform ICE if the consumer’s telephone number(s) change. During the removal period there is the possibility that [redacted]l can receive intermittent calls from our agency until the removal is complete. ICE complies with federal and state laws and regulation and is committed to protecting and respecting consumer privacy rights. ICE consults federal and state registries to ensure compliance with Do Not Call requirements. Consumers may place their number(s) on the National Do Not Call Registry by calling [redacted] or on-line at [redacted] We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: About a year and a half ago, my husband and I made the mistake of signing up for a package cruise deal through a company that ended up being: [redacted].com ([redacted]). Time was running out to book our cruise and we had to make a decision. We were trying to book a May 2014 cruise on [redacted] Cruises to celebrate our 30th wedding anniversary, but the May 2014 booking dates were not available yet. [redacted] suggested that we could book the latest possible date in 2013 for the cruise that we were interested in (Northern Europe - cruising around England) and then once the May 2014 [redacted] bookings became available (definitely by early May), we could call and change the first booking to the 2014 sailing date. The latest 2013 cruise (that was closely identical to the one that we wanted) on [redacted] that we could book was in August. On 2/18/13, we ended up booking that August date ([redacted] booking number: [redacted]; cruise date: 8/16/13-8/28/13; [redacted] Reference #: [redacted]) with the expressed understanding that this was just to book a "temporary" cruise that we would change in the beginning of May, 2013 for the May 2014 [redacted] cruise when those bookings became available. On May 7th I called [redacted] to reschedule our 8/2013 cruise to May, 2014. My husband and I had settled on a sailing date and I called [redacted] to change the 8/2013 cruise to the 5/23/14 cruise which we had decided on. I received a confirmed booking email from [redacted] for the 2014 [redacted] Cruise ([redacted] booking number: [redacted]; cruise date: 5/23/14-6/4/14; [redacted] Reference #: [redacted] - I didn't notice at the time, but this is the same Reference number from the initial booking - I don't know if this is a good thing or not).

Now the fun begins - when we got our May/June credit card bill on July 2, we noticed that there was a $4088.95 charge on 5/23/13 for [redacted] Cruises, which should not have been there since our cruise was not sailing until 5/2014. The next day (7/3) I called [redacted] and had to wade through numerous snotty people that did not even want to listen to my concern or even the fact that I had a confirming email for the 5/14 cruise from them. I asked to talk to a supervisor and was transferred to a [redacted] (extension [redacted]). I explained the whole situation to him and asked him if I could email him the 5/7/13 confirming email from [redacted] to show him that we did in fact have a confirmation for our 5/14 booking with [redacted] from [redacted]. No other emails were sent to us to notify us that [redacted] had in fact cancelled the 5/2014 sailing date and had reconfirmed the 8/2013 sailing date. I emailed [redacted] the information from the 5/7/13 email to the email address that he gave me ([redacted].[redacted].com) and he was supposed to call me back after he reviewed the email that I sent him. I still hadn't received any reply from [redacted] by late Friday 7/5, so I emailed him again on 7/7 asking for a quick reply concerning our situation. Needless to say, I still have not received any contact from [redacted] and/or [redacted]. Late on Monday, 7/8 I decided to contact [redacted] directly and found out that we were still booked on the 8/2013 cruise and that on the same day (5/7/13) that I had booked the 5/2014 cruise that [redacted] had actually booked it, then turned around and cancelled it and rebooked (or did not cancel) the August 2013 cruise. The [redacted] representative that I talked to also stated that there were no records on file that anyone from [redacted] had called them in regards to this issue (which [redacted] had told me they had done while I was on hold).

To demonstrate other problems that we've had with [redacted] are when they ended up charging us a duplicate booking charge of $1264 when I had called on 2/18/13 to make the 8/2013 temporary booking. When I figured that out, it took 2-3 hours on the phone with [redacted] to try and get this situation straightened out - again dealing with numerous representatives of [redacted] that either flatly told me I was wrong or that they were not going to help me. I finally got transferred to a supervisor 3 levels up that was willing to get this situation straightened out - she told us that she would call us the next day (she did) to confirm that we would be receiving a refund on our credit card and within a couple of days we finally did. Another issue was when [redacted] managed to completely mess up one of our two short hotel stays (that came with the cruise package deal) that we signed up for but they didn’t send us a confirmation for (which we discovered too late – by then the April hotel stay date that we had “signed” up for was no longer available), but that is another messed up story.

Please help us if you can - the August 2013 [redacted] sailing date is rapidly approaching and both [redacted] and [redacted] have stated that we stand to lose our initial booking deposit to [redacted] ($1264), [redacted] fee (~ $2240 that we paid to [redacted] to get this cruise package deal) and a sizable cancellation fee (from Princess) that could run upwards of $4000.

I’d be more than happy to forward you both of the emails (2/18/13 and 5/7/13) that we received from [redacted] in regards to the August 2013 temporary cruise reservation and the follow up May, 2014 cruise reservation (respectively) showing that later (5/2014) booking confirmation.

Thank you.

[redacted]Desired Settlement: My husband and I want [redacted] to cancel the August, 2013 cruise with [redacted] Cruises. Any cancellation fees and any other fees associated with this cruise that was supposed to be cancelled are to be paid for by [redacted]. We would like our May 23, 2014 cruise rebooked by [redacted] with the same balcony status that we had been booked for (BD) or higher (with no additional costs to us if there is an upgrade). We definitely want an email(s):

1) Confirming that the 2013 cruise has been cancelled,

2) That [redacted] has taken care of any cancellation fees or costs in regards to this cancellation (and that our cruise package fee of $2241.36 with [redacted] is NOT lost and will be applied towards the 5/2014 cruise),

3) That our standing with [redacted] Cruises has not been affected,

4) That our 5/2014 cruise that we had been booked on is correctly rebooked and has a confirmation number both with [redacted] and with [redacted],

5) Lastly, we would like a letter of apology from [redacted] in regards to this whole mess. All we wanted was to celebrate our 30th wedding anniversary next year and right now this whole ordeal with [redacted] has put a cloud over the whole thing - nobody should have to endure the poor customer service that I experienced while on the phone with [redacted] and the stress that this situation has put both of us through.

Business

Response:

Re: [redacted]

Complaint 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 reviewed the complaint received for [redacted]. After careful review we have determined that an error occurred during the booking and processing of Mrs. [redacted]’s cruise reservation due to depart on May 23, 2014 with [redacted] Cruises on the Ruby [redacted] to Northern Europe.

Our records reflect that Mrs. [redacted] had indeed booked a reservation for travel in August 2013 with the intent to change said reservation to a later sailing date. Mrs. [redacted] paid the deposit of $1,264.00, which was non-refundable at the time of booking. Mrs. [redacted] contacted our agency on May 7, 2013 as advised by her booking agent [redacted] to make the necessary changes to book the new sailing date. At the time of booking Mrs. [redacted] was not apprised that she was booking a non-refundable deposit with [redacted] Cruises. When she contacted our agency to rebook her sailing as indicated she was advised that the change had been executed and she received a confirmation for her May 2014 cruise vacation, however, after receipt of the confirmation she was advised that the change could not be made as the deposit on the August cruise booking was non-refundable. Additionally, the final payment for the August cruise had been made in the process for a sum of $4,088.95 on May 23, 2013.

In efforts to resolve this matter we have contacted [redacted] Cruises and were able to get the [redacted]s’ booked on the correct sailing date for May 23, 2014 through June 4, 2014. The original reservation booked for August 2013 was cancelled and in penalty with the cruise line at which time our agency paid the penalties due to the aforementioned error outlined above. We worked with the cruise lines to have the remaining available funds moved over to the existing booking ([redacted]) in the amounts of $377.35 (agency payment) and $4,088.95 (member payment) for a total of $4,466.30. At the request of Mrs. [redacted] we requested to have the $4,088.95 refunded back to her credit card on file as the final payment for this booking is not due until

February 23, 2014. We have contacted the cruise line and made that request on her behalf. She has been advised that the refund can take seven (7) to ten (10) business days to process depending on the financial institution that she banks with. Furthermore, our agency paid the additional deposit that was due on the booking which resulted in the final payment being lower on reservation to the amount of $3,618.30. We have made Mrs. [redacted] aware of the new final payment amount. Mrs. [redacted] has been given contact information reading her cruise in the event she has any additional questions on concerns.

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,

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: Sears Vacations for it's members secures discount rates for hotels, resorts, cruise lines, etc. Called toll free number [redacted] De ** B[redacted] ext. [redacted] was main contact for Resort 5 star all-inclusive. Spoke with 3 others as well. De ** after researching my request over 10 days did not find any resorts with discounted rates cheaper than I could book on-line myself.

Our trip is 1/3/2016. I requested to speak with a person in charge to cancel my new membership and stop monthly deductions on my visa card immediately. The person said they didn't control the membership department but could give me a $300 credit to use in future.Desired Settlement: I have requested a full refund of $599 and be removed as a member from Sears Vacations.

Business

Response:

[redacted]Re: E[redacted] - Case # [redacted]

We would like to thank you for bringing Ms. E[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] purchased a Sears Vacations Direct Access Membership on November 18, 2015. The cost of the membership was $5,999.00, with a down payment of $599.00, followed by thirty-six (36) monthly payments of $187.14.

Our records indicate that Ms. [redacted] contacted our company on or about November 23, 2015, to use one of her land certificates and make a reservation for a 7 night stay at an All-Inclusive resort for 2 adults and a 7 year old child. While we had options available, Ms. [redacted] did not want to pay any additional upgrade charges and the value of her certificate was not sufficient to cover all the costs of the stay including the all-inclusive fees.

Ms. B[redacted] further felt she was not getting the value that she expected out of the membership and requested to cancel her membership and receive a refund. When Ms. [redacted] was informed by the customer service agent that she was outside the rescission period for a full refund, she contacted her credit card company and cancelled her card and filed a dispute for the charges.

Although Ms. [redacted]s is outside the rescission period, in the interest of customer satisfaction, we have cancelled the membership effective today and issued a full refund in the amount of $599.00. Please allow seven (7) to ten (10) days for the refund to post depending upon the financial institution Ms. [redacted] banks with.

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

Sincerely,

Jannelle Bro[redacted]

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: On 29 Aug 2015 I was contacted by a sales person from "Government Vacation Rewards". I was skeptical but I decided to sign up for the service after being told I can cancel if I am not pleased. I gave the representative (I believe the name was Michael) my debit card information. He informed me this would not be kept on file and no one from the company should ever ask for the 3 digit code on the back of my card. I was told that I needed to "validate my subscription" and was put on hold. I stayed on hold for over 30mins and I then hung up. I was called again by Michael, my account specialist and put on another long hold. Michael stated he would contact me on Monday to validate. The following Monday he did contact me and the same long hold issue arouse again. I attempted to call myself and was sent to "OVC Cruise" instead of "GOV Vacation Rewards". Once I explained I needed to validate I was transferred to a young man (the name I can not recall) and he began the validation process (during this process there was no mention of auto-pay or not being able to cancel at any time). I completed the validation process and was told I would be receiving a certificate for my free cruise in an e-mail. I was also told I would have 30 days to confirm/claim my certificate. A few weeks later I had not received the e-mail and I contact GOV Vacation Rewards again. I spoke to another young man who informed me it make take several weeks to receive the certificate in the mail. Upon asking him more about how the certificate could be used he informed me the cruise line I was interested in was not available for use with the certificate. I asked to speak with someone else to confirm this information. I was transferred to a lady Named [redacted] She informed me I could use the certificate on any cruise line I just may have to pay additional money to cover any costs the certificate does not. I informed [redacted] I did not want to partake in these services anymore because every time I call I am being told different things by different people. She stated she would send me an e-mail and would give me additional points for my troubles. I never received an E-Mail from [redacted] Today 30 November 2015 makes 14 weeks since I first signed up for the service. I spoke with [redacted] asking for this service to be cancelled on September 21st 2015. The service has continued not only that but 3 payments of $77.78 (total $233.34) has been drafted from the account I used to pay an initial $99 to sign up for the program; and I have still not received the confirmation e-mail for my cruise certificate. The customer Service lad y I spoke with today informed me the service was never cancelled that notes from [redacted] only stated I requested it. She then went on to say the service could not be cancelled and I could not get a refund for the money that was taken from my account without my permission. I continued to ask to speak to a supervisor or finance person. She put me on several long holds and every time she came back on the line to say that I could not cancel the service but she would make a note of my request and at this time I would not receive a refund. She stated she has sent a message to someone to contact me within 24hrs to discuss my refund. I asked her for information regarding filing a complaint and she informed me that she did not have any of that information and did not know where to find it or who to ask for it. I asked if this money would continue to come out of my account and she stated yes until someone calls me and settles the cancellation and refund. I never authorized auto pay. I do not want the service any longer nor have I received the cruise certificate (here it is 14weeks later). I have been patient and gotten the run around so many times with this company. the customer service is terrible and it seems no one is on the same page or has the correct information regarding the products and services they offer. Never before have I ever been so displeased that the Military is affiliated with this company. I would like the 3 payments of $77.78 ($233.34) returned to me since I did not authorize these payments I would also like my membership to be cancelled and no further contact from this business or any of it's affiliates.Desired Settlement: I would like this business to refund the money they removed from my account without my permission; 3 payments of $77.78 totaling $233.34. I would also like the membership cancelled and to have no further contact from this business or any of its affiliates.

Business

Response:

Re: [redacted]

Dear Sir or Madam:

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

Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on August 29, 2015. The cost was $1,499.00 with a down payment of $99.00, followed by eighteen (18) monthly payments of $77.78.

As standard policy, we conduct a sales validation at time of sale that outlines the details of the vacation package. Unfortunately, Ms. [redacted]’s validation was not completed until September 3, 2015. During that validation, Ms. [redacted] was informed that she would be receiving an email within four (4) to six (6) weeks that would contain activation codes and information for her 7 day cruise certificate, and that she would need to activate the certificate within 30 days from receipt of the email. Furthermore, Ms. [redacted] also authorized the charge of the $99.00 down payment as well as the 18 monthly payments to be charged to her Visa card ending in XXXX 1802.

However, in the interest of customer satisfaction and based on Ms. [redacted]’s request to no longer remain in the program, we have cancelled her membership effective December 4, 2015, and have issued a full refund. The refund will be in the amount of the $99.00 down payment, plus an additional three (3) payments of $77.78, for a total of $332.34. Those funds will be credited to the aforementioned Visa card ending in XXXX 1802. 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 allowing us to explain the additional facts involved.

Sincerely,

Office of the President

International Cruise & Excursion Gallery, Inc.

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.]

thank you for your prompt response and effectiveness in handling this manner.

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: [redacted] In September 2014 we spoke with [redacted] regarding the vacation reward program. She stated that for 1999.00 we would get 75,000 points to go on the [redacted] on July 18, 2015 a 7 night cruise, she also suggested that we wait until January 1, 2015 to book our cruise . Tamira didn't inform us that we would have to pay 1999.00 plus the cost of the cruise . She said that the 75,000 points would cover the cost of the cruise.

We originally thought that this was a good deal and solicited thirty friends and family members to participate. Beginning January 1, 2015 we have made numerous attempts to contact [redacted] to no avail. At no time during any of our conversations were we made aware that the $1999.00 would be applied to a membership and not to the actual cruise. We are aware of your no refund policy after 10 days ,however; because of false misrepresentation from your employee Miss [redacted] we are expecting immediate compensation . There is no way that 30 people misunderstood what they were paying for!

This letter is to request a full refund to all members of our group who have made payments. This has been an awful experience, and total lack of professionalism on the part of your company. We are an expecting immediated resolution and a written response from you. A copy of this letter will be provided to each participant, failure to provide a favorable response will result in taking the appropriate legal action.

Thank you, [redacted]Desired Settlement: A full refund or my trip that 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 September 15, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. The Government Vacation Rewards Select Access membership included 75,000 points, $2,000.00 in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a [redacted] and a $200 Cash Card. The complaint, filed by [redacted] indicates she felt misled while trying to book her cruise using her points and has requested to cancel her membership and receive a refund of all monies paid. I spoke to [redacted] on February 5, 2015 and apologized for any confusion and let her know that because she no longer wishes to remain in the program and in the interest of customer satisfaction, that we would certainly cancel her membership and issue her a full refund. We have cancelled the membership and issued the refund effective February 5, 2015 in the amount of $99.00 initial down payment, plus the five (5) monthly payments of $114.56 totalling $671.80. The refund will be issued back to the star card we have on file. Please note that the refund can take approximately seven (7) to ten (10) days to receive depending on the financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: Signed up for ICE Platinum Rewards program in 2010, with a life time membership at a cost of $1499. We received a promo trip which we scheduled but never used due to my husband getting ill; even though we had the insurance for the trip they would not reissue the certificate because it was a promo. I let that go, that was in 2010 and we never had a need to use our program until September 2014. We had our trip to our time share scheduled (we did this on our own as we do every year) however due to Hurricane Odile we could not travel to Cabo San Lucas as scheduled. Due to already having our airline tickets and vacation time scheduled, I turned to ICE to use our membership. I went online and found a resort available for the dates we needed under the search resorts tab in my account. We were scheduled to travel 9/22 - 9/29 and the trip ICE had listed was 9/21 - 9/28. I contacted ICE on 9/17 to book the trip they had listed to St Martin and even explained to them due to the hurricane we needed a last minute trip. The first rep I spoke to told me he couldn't schedule the trip because I waited too long to book it and wouldn't have a confirmation in time (explained to him I did not know a hurricane was going to hit Cabo and make it so we couldn't travel until when called). I ended the call and tried back later in the day with a different rep. She scheduled the trip and asked if I had any questions, my question was why the first rep wouldn't schedule the trip and said I would not have my confirmation in time, she put me on hold and came back and said I might not have my confimration in time and if I didn't there was a chance I could get to the resort and not be able to stay there without it. I requested she cancel out the reservation if that was the case and I would figure it out on my own. I called the resort myself and explained my situation and they booked a reservation for me and provided a confirmation number on the phone. ICE processed the charge for trip and I had to call the credit card company to adivse them what happened, they said I wouldn't be responsible and would give the company 10 days to reverse the credit. A credit was processed but I don't if ICE did it or the credit card company. I called my account manager (Tammie Anderson @ the 866 number ext 4004) and explained to her what happened and requested my membership be cancelled and a credit for the remaining years be issued because I will not be using the program after the way I was treated. She advised she was unable to that but would have a supervisor get in touch with me based on what had happened. I received a return call from Elizabeth (ext 67138) on my voice mail, everytime I tried to return her call it goes to an automated message "the extension you are trying to reach does not have a valid voice mail box on our system" and the call disconnects. In the meantime I received another phone call from a Travel Rep, Brian, who requested my side of the story; I told him what happened and he actually went back and listened to the tape of the phone calls with the two reps who would not schedule my trip. He said he would have someone get in touch with me. After weeks of back and forth I finally received a phone call from Seraj who is Tammie's supervisor. He advised me I was well beyond the cancellation time frame since I signed up for membership in 2010. I explained to him this was the first time I really needed my membership and it was a total failure (not to mention the two times I tried to book airfare through them and the cost was higher than priceline.com); he explained a refund was not possible and I could not cancel but they would reissue a week resort stay and 20,000 bouns points. I told him I did not want that, I just wanted to cancel my membership because we would not be using them and to issue a partial credit for the remaining term. I explained we were willing to pay for the four years we had the membership but we were looking for a credit for the remaining time because we wouldn't be using their services. They are unwilling to this, I even explained to him why we wouldn't utilize their service and advised him I would be contacting the Revdex.com. His response was "do what you have to do". Both Seraj and Brian of ICE advised me the reps who I spoke to should have been able to schedule the trip and the calls were handled incorrectly, which just made a bad situation worse - confirming I will not use them again. While admitting they were so wrong with this particular situation, why would I subject myself to that again.Desired Settlement: We would like our lifetime membership (which truly isn't lifetime, there is an expiration of 2042 I believe) cancelled and a partial refund of the $1499 we paid issued. We paid $1499 in 2010 for our membership; we had it for 4 years. We are willing to pay for the 4 years we had the program and just want a refund for 2015 thru 2042 (or whatever the actual expiration year is). We know we will never try to use their service based on the terrible expierence we had and do not feel we should have to pay for 2015 forward.

Review: I am subscribed to Government Vacations Rewards which has the same address as that on the complaint. Government Vacation Rewards ([redacted],[redacted]) I had 75000 points in my account which I have been deducted. I have called and talked to 3 people on different occasions and was told that my points would be back in my account soon. It has been over a month since my last contact and soon has not occurred yet. [redacted] Address:[redacted] City:[redacted] State:[redacted] Zip:[redacted] Phone:###-###-####

Email:[redacted].[redacted] EDIT INFO

Member ID: [redacted] Points:12,684

Vacation Cash:$0

Expiration Date:Lifetime

Status:ActiveDesired Settlement: I would like my points to be returned to my account and 25000 extra points by way of apology. I would like an email apologizing for customer service not being forthright about re issuance of points. I would like an email stating that I am a Select Access member and I would also like my 5x points be added to my account for the flight that was booked in August. I would like total transparency in what benefits I paid for as I am not seeing any extra benefits for my extra monies paid. I have forgotten the exact amount that was paid I believe that it was about $1500. I paid the past due amount of $778.50 and was told that all my benefits and points would be restored once this amount had been paid.

Business

Response:

Re: [redacted] # 10219020

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.

Our records indicate Ms. [redacted] upgraded her Government Vacation Rewards membership on February 11, 2013 to a Select Access Membership. The cost of this upgrade was $1,499.00 payable with $149.00 down followed by twelve (12) payments of $121.50. This upgrade also included a 10 year renewal for $19.00 per year after the initial two (2) years.

According to our records, Ms. [redacted] account became delinquent due to a declined credit card. Notices were sent to the phone number listed on her account. Those notices were sent on the following dates:

March 8, 2013 November 21, 2013 February 26, 2014 April 17, 2014

March 11, 2013 December 11,2013 March 12, 2014 April 23, 2014

June 26, 2013 December 18, 2013 March 18, 2014 April 24, 2014

August 30, 2013 February 07, 2014 April 16, 2014

September 4, 2013 February 11, 2014

Ms. [redacted] account was placed in a written off status on June 9, 2014 with a balance owing of $778.50. Her Government Vacation Rewards Select Access Membership was deactivated at that time, which also included the deactivation of her 75,000 points. On August 6, 2014 Ms. [redacted] contacted our finance department, paid the balance of $778.50 in full and was able to utilize her account to book her air fare on August 22, 2014.

Ms. [redacted] points earned for the air fare booked on August 22, 2014 in the amount of 921 points have been added to her account. The 75,000 points have also been reactivated.

We certainly understand the delays were less than expected and we apologize for any inconvenience this matter has caused the member. Consequently, we have extended the expiration date of the 75,000 points from February 11, 2015 to February 11, 2025.

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.

Regards,

Review: I signed up for the Sears Vacation Layaway Plan. I made the down payment of $49 with additional monthly payments of $45. The initial package was for a 7 day resort stay for $499. I was told that I would be able to stay anywhere for no additional costs by redeeming my certificate. In October, I was charged 3 times. After calling several times, I was finally able to speak to someone. I was told to send in a copy of my bank statement and I was refunded the amount of the additional payments and bank fees. Then, I was charged again. I called and expressed my dissatisfaction with the service I have received and politely asked to cancel the service. Then, I was told that it was past the cancellation period and that I could not be refunded. As a result of the submitting of the extra payments, my vacation acct was closed at the bank. So, I went on and made my November payment Monday, Nov. 25 because I am basically stuck with this package. I called today to make my reservation only to find that there wasn't really much to choose from online at [redacted]. I called the customer service number and proceeded to look with the assistance of an agent. He was asking me to choose from resorts that he had that weren't displayed on the site I was looking at. Then, for the ones I asked him to look into, I was told that I would have to pay an additional $200 to stay in some of them. I expressed to him that this was not the terms were originally discussed with me. I have tried to make the best of this situation but I have become extremely frustrated with the lack of professionalism and difficultly involved with this service. Please help me to resolve this issue.Desired Settlement: I have paid $274 of the $499 of the agreement. I would just ask that they would refund me what I have paid into it and cancel the package.

Business

Response:

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 Registry Elite Vacations package on June 15, 2013. The cost of the package was $499.00 with a down payment of $49.00 and ten (10) monthly payments of $45.00 until the package was paid in full.

We understand that the monthly payments on the account had been charged incorrectly on July 9th and 10th of 2013, as the result of a system error. We were able to rectify the matter and we refunded the additional monthly payment for July 10th, During this period Mrs. [redacted] incurred overdraft fees from her bank in the amount of $83.00, which our agency has refunded in the form of a check.

Based on our findings and at Mrs. [redacted]’s request, we have now cancelled the referenced vacation package as of December 3, 2013 and a refund in the amount of $274.00 has been processed back to her credit card on file. The refund(s) will be processed in two separate transactions; $49.00 down payment and five (5) monthly payments of $45.00 totaling $274.00. The refunds will be credited to the account in approximately three (3) to five (5) business days 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: While in Punta Cana, we upgraded our Palace Premiere membership to a Legendary membership, which included "Lifestyle Resort Credits." Our payment for that is $183 per month. Some months later, Norm received a phone call from OVC telling of all the wonderful benefits of their program. He was promised a complimentary resort or cruise vacation, additional lifestyle credits, quarterly specials, etc. We agreed to this and paid $399 down and have been paying $200 per month since that time. When attempting to plan a vacation for this summer, we looked into the program and our benefits only to realize that OVC very much misrepresented this product. The "free" vacations aren't really free, and the credits have limits on use which was not implied during the ambiguous misleading sales pitch. This program offers no benefit to us that we couldn't receive through the Government travel club for free. There was no indication that there were limits on how many credits could be used at one facility - for a $1200 total hotel bill, we could use $200 in credits. We would never use $3,000 credits in a year using them in that manner and would not have agreed to this had we been informed up front. We have contacted OVC, and have canceled our contract. However, when asking for additional resolution, we have left several (3 so far) messages with no return communication. The only response we were given is that for a refund, we only had 10 days to cancel. We had just been on vacation and were not looking into another vacation until now. To expect people to plan a year in advance is not reasonable.Desired Settlement: We feel due to the false advertising and misrepresentation of this program that we are entitled to a full refund of all monies paid, including the down payment and all monthly payments.

I was referred to International Cruise and Excursions by a friend who had a travel certificate with them. When I spoke to the company the travel consultant I dealt with was [redacted]. I am writing this review to advise you to not deal with Mr. [redacted]. He is a person who basically lies to get you to spend additional dollars. In my case he convinced me to upgrade to an ocean view cabin for a significant amount of money after I explained it was my wifes first cruise and I wanted it to be special. He took advantage of that information and talked me into the upgrade. After getting my booking and room assignment I learned that the upgrade was a room with a lifeboat in front of the window. When I confronted Mr. [redacted] with his lie, he then proclaimed that if I wanted an ocean view with an actual view of the ocean it would have cost me much more money. While I am upset with his deception, the true measure of Mr. [redacted] was his attitude and lack of concern that he had misled me. It was clear he had his commission and my discontent was not his concern or his problem.

I can only assume if this company allows people like Mr. [redacted] to represent them, then the company itself cannot be trusted as well. Book directly with a cruise line and you will get better service and more importantly the truth.

Review: Sears Vacations Debited Money out of my account for a hotel reservation, however the hotel didn't exist, and I was charged several times to my bank account 53.00. I have spent several days on the phone with sears where I was assured that I wouldnt be charged for the cancelled reservation. However my bank account was charged and Ihave not received the refund yet. This time 3 weeks from when they debited my account. Please assist in getting my funds back.Desired Settlement: Please assist with me obtaining my refund.

Business

Response:

Re: [redacted] Case # [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] became a member of Sears Vacations on July 1, 2015 receiving an introductory amount of 150 Savings Credits to be used towards booking her vacations.

Additionally, Ms. [redacted] booked a hotel reservation on July 1, 2015 using 98 of her savings credits. The balance owing on the booking was set up on the Sears Lay-A-Way plan payable at $52.30 per month.

Ms. [redacted] contacted our company on July 2, 2015 to cancel the reservation. The original deposit was refunded to Ms. Lewis. Unfortunately, the Lay-A-Way plan was not cancelled and consequently, her account was charged for two (2) monthly payments of $52.30 in July and August.

We sincerely apologize for this oversight, and have refunded the two (2) payments to Ms. [redacted] account ending in XXXX---- [redacted] on September 9, 2015. Please allow seven (7) to ten (10) days for the refunds to post, depending on the financial institution Ms. [redacted] banks with. The 98 savings credits have also been refunded to her account.

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

Sincerely,

Resolution Specialist

Office of the President

Review: I purchased the contract then cancelled it via certified return receipt and three separate phone calls to the provider WITHIN THE STATED CANCELLATION PERIOD.

I cancelled within their parameters and yet I am still being billed, they send threatening letters implying they will put a ding on my credit rating, etc. THIS MUST BE STOPPED before it happens.

I have all the called the numbers given on their threatening communications and on the contract and I never get through. Placed on hold with the same speech said over and over again forever. After holding for 10 minutes or more, the call is disconnected. I have gone through this exercise days on end. I have called. I have written. I have proof of my cancellation and proof of all telephone calls made to the actual sales representative and to her manager and customer service and financing departments. They made it impossible to speak with someone to help you. Although I persevered twice and my file is noted or so says the last person I spoke with. Supposedly it is now going up to a supervisor's office to be dealt with. UNACCEPTABLE. This is POOR BUSINESS PRACTICES. I believed [redacted] to be a good company but not anymore...Desired Settlement: Have them STOP - CEASE & DESIST and not ding my credit. Confirm the contract is cancelled and leave me alone. I have done what was required within the stated parameters and I have proof of the same. I cancelled the contract within 48 hours by writing and phone calls, yet they continue to harass me and threaten to ruin my credit. STOP THIS BEFORE IT HAPPENS. I just want the confirmation that the contract was cancelled and them to stop harrassing me and no ding to my credit. This is ridiculous.

Business

Response:

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] Vacations Direct Access Springboard Ruby package on February 22, 2015. The cost of the package was $2,999.00 with a down payment of $299.00 and thirty-six (36) monthly payments of $93.57.It is [redacted] claim that she purchased the package on February 22, 2015 and contacted our agency within two days to cancel the package. She states she has spoken to multiple agents and made several attempts by phone and in writing to cancel the package. Based our records, it appears that [redacted] contacted our agency on February 26, 2015 and requested to have the package cancelled and a refund issued, however, the package was not cancelled as a result of not the correct customer support line for the product she purchased.Subsequently, after [redacted] failed attempts to have the package cancelled by our agency, she filed a dispute for the down payment with her financial institution. On March 12, 2015 our agency was charged back for the $299.00 down payment by [redacted] bank.As of today, the account has been cancelled and the $299.00 has been credited to the customer by her bank. There are no future payments due to our agency and there are no additional funds on the account to be refunded. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards,[redacted]Resolution SpecialistOffice of the President

Consumer

Response:

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

I would like this Revdex.com Complaint re-opened against International Cruise & Excursion Gallery, Inc. because my [redacted] card continues to be charged every month by Sears Vacations aka International Cruise & Excursion Gallery, Inc. for the amount of $299.99 even though I have cancelled this within the parameters given (prior to 5 days). Furthermore, I had spoken with as many people as I could get a hold of to listen to me at Sears Vacations, was told a supervisor had taken care of it and was assured this was taken care of but of course, it was not. I have given proof to [redacted] and will now provide you with the same proof. As for the telephone calls that were made, you will have to either believe me or I will sign a declaration stating the calls I made and things I said were true. If they do not cease and desist with their unlawful acts, I will file a complaint against their corporation in the [redacted] for harassment and intentional infliction of emotional distress. I am done trying to fight this the nice way. I definitely want this reopened until I can get some sort of document stating it is truly over, even if that means I have to file an action with the Court.Any questions, call me here at work…the number is below.Thank you.

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. According to our records, Ms. [redacted]’s account was cancelled April 1, 2015. At the time of cancellation our agency did not refund the $299.00 deposit as it had been lost in a dispute/charge back by Ms. [redacted]’s financial institution. As a result of the original dispute Ms. [redacted] received a credit from her financial institution for $299.00 on March 12, 2015. On or about April 23, 2015 Ms. [redacted]’s financial institution issued a credit back to our agency as they found our explanation for the charge to be legitimate, which resulted in Ms. [redacted]’s account be debited back the $299.00. Subsequently, Ms. [redacted] filed a second dispute at which time our agency was charged back the $299.00 on June 2, 2015. As it stands to date Ms. [redacted] has received the $299.00 as a credit on her account. We have made contact with her financial institution to inform them that we are not disputing the legitimacy of the charge and we have confirmed that Ms. [redacted] can keep the $299.00 credit on her account. Our agency has not attempted or made any additional charges to Ms. [redacted]’s account since the account was cancelled. The current activity occurring on her account is a result of debits/credits being issued due to the disputes that have been filed. 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: I received a phone call from [redacted] at the time of the call the sales person identified himself as [redacted], very polite, motivated and ambitious sales person. I had told him from the start that I have a "special needs medically challenged son" who had been in the hospital for 9 years and 2 of them were in the ICU. That we had frequent hospitalizations, that my son is the oldest survivor and only living with his condition. "Pyruvate carboxylase deficiency." I had told [redacted] that my son can only go local as in the "Eastern States/coast" no flying only driving. He had no problem with that. He told us we could travel anytime anywhere and that we had credit to our account. I had no idea what He was talking about so He had me go on line as we went through it together and showed me how to use this online excursion thing. I was so excited. He told me my family and friends could also join. My son has nursing care and I even got one of the nurses to sign up... she told me she didn't see any bargains no prices that were promised from what I was told from Ricardo. So she told me she wasn't interested. Then 1.5 months went by and I just arranged via email with [redacted] to have a phone conference. He was very polite and helpful. I told him I wanted to book 2 trips. One was Poconos July 4-11. The other August Myrtle Beach Aug1-8. He told me I must book these trips within 2 years and can go within 3 years. He said no problem. Then [redacted] said lets go on line together and pick where. We went online together while on the phone. He then told me I can't do July4-11. I can do following week, then I told him I can't. Then He asked if I could do July 5-12. I said that I can do. So then He said let's use your "free certificate for that" I agreed. Then he said let's talk tomorrow morning to arrange with the travel team. WE agreed on talking next day. We connected via phone and He said I was all set for the July 5-12 trip. Then He said about the August trip (These conversations took place from May22-28... including emails) He told me not to use the certificate for Myrtle beach that it was a "quarterly special" to wait and that he would call me when offer comes up and I could use the credited money on the account. He told me the total on the account credited was now $3500. I said okay. Then He connected me to the travel team. [redacted] was no longer on the phone call. I spoke with travel team. They told me "they couldn't see anything that [redacted] had typed up." They didn't even know where I wanted to travel to!!!! I then got frustrated and told them that [redacted] promised us that it was all set the trips. So I reiterated the info that [redacted] and I agreed to and spoke about regarding Poconos and Myrtle Beach. The travel team man then told me "I can't go to Poconos, can't use the gift cert only my saved money credits. Then travel team man told me I can't go in July. I'm locked out. Then He told me I can't go anytime only go during Oct-Dec. By then I was upset and disappointed. Then I told him what do you mean. Travel team man told me You can only go to Las Vegas, Florida and Missouri but some offers might come up. Keep looking online he told me. I told him this isn't good, I told [redacted] that my son can't travel. I can't ever use this. This isn't fair. Then the travel man told me there is no quarterly special for Myrtle beach and there is no quarterly special during the week of August 1-8, but yet [redacted] told me there was. I was now very upset getting 2 different stories. Then the travel team man told me to have [redacted] on the phone next time so travel team man can explain. Then He told me He was going to email [redacted] "correct information" I was so upset. Then I emailed [redacted] and left him a vmsg. That He needed to call me. He called and told my roommate and me He would make sure I can go on these trips and that the travel team is probably a new employee and that they hire them off the streets so they dont' have to get paid alot of money and that they are uneducated" Now I'm really feeling uncomfortable about this entire thing. I feel like I'm pulling teeth out to get any answers. So far I am dissatisfied, scared, nervous and I can see everything we were promised was a lie. The company so far took $249. and then has debited money from the bank account. We were told we can arrange payment anytime even skip a month or two. But now they have been debiting the bank acct monthly. The initial withdraw of $249. was around march/April. We don't want any part of this company. Everything we have been told is a lie. We don't want the service any longer. We have also asked for written proof as in papers and they told us "It's all online" I am very uncomfortable with this entire situation and want out of it. Thank you very much [redacted]Desired Settlement: I want nothing to do with this company. I want out of it. Everything we were promised was a lie and not possible according to the booking travel team. This is a big disappointment. I just want my life back. Thank you again.

Business

Response:

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Westgate Cruise and Travel membership upgrade on March 20, 2015. The cost was $2,499.00 with a down payment of $249.00, followed by eighteen (18) payments of $140.00 per month. Records reflect that on May 27, 2015, Ms. [redacted] contacted our agency to book specific vacations for two separate weeks. When booking reservations, all inventory is subject to availability with our individual suppliers. Unfortunately, the particular resorts were not available during the time period specified by Ms. [redacted]. Due to Ms. [redacted]’s schedule, she had little flexibility over the time frame. Ms. [redacted] determined that the resort availability and the times she was available for travel would not work for her and she requested that she be removed from the program. Although her request for a refund was outside the rescission period, in the interest of customer satisfaction, we have issued a full refund. The refund was issued effective June 3, 2015 to the credit cards on file. The initial down payment of $249.00 and one payment of $140.00 were issued to the credit card ending in XXXX ----9083. The additional payment of $140.00 was issued to the credit card ending in XXXX----4274. Please note the refunds can take approximately seven (7) to ten (10) business days to post 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 allowing us to explain the additional facts involved. Sincerely[redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: It is impossible to get a representative on the phone to book a vacation. On numerous occasions I have had to hang up due to wait time that exceed 30 minutes!!!!! I belong to this vacation club and book my vacations elsewhere due to lack of service. There is no contact information on their website. And no one returns my calls. When I do wait in excess of 30 minutes and finally get a representative, they tell me that are NO supervisors!!!

I paid for a product that is not as promised!Desired Settlement: I want my membership fee refunded , as they do not provide the service that they promised!

Business

Response:

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] purchased an ICE Rewards Premium membership on December 8, 2012. The cost was $2,499.00 with a down payment of $299.00 and sixteen monthly payments of $146.50.

Based on the information reviewed, [redacted] contacted our agency to explore her vacation options and experienced some delays while waiting to be assisted. She also indicated she requested the assistance of a supervisor to address her dissatisfaction.

We certainly understand that our response time was greater than expected and we apologize for any inconvenience this has caused the member. We are experiencing longer hold times as we are in one of our peak seasons this time of year. Furthermore, [redacted] stated she was met with less than desirable service when she requested to speak with a supervisor and regrettably was unable to speak with one at the time of her request.

Our records, reflect that [redacted] has been in contact with our Travel Department as late as July 24, 2014 and has been able to speak with a vacation consultant about travel options for a tour to [redacted]. Unfortunately, we cannot accomodate [redacted]’s request for a refund as she is beyond the initial ten (10) day rescission period that comes with the membership she purchased. However, we will continue to provide [redacted] with our best travel service to regain her satisfaction and loyalty.

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

Best Regards,

Resolution Specialist

Office of the President

Consumer

Response:

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

The company in reference has not and does not provide the service that they solicited.

Regards,

Business

Response:

Dear Sir or Madam:

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.

We have reviewed [redacted]’s response and based on the information obtained from our previous research our agency's position remains the same.

If [redacted] needs assistance planning a future vacation our Travel Consultants are available to assist with her vacation needs.

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: Was trying to reschedule a vacation week. On the evening of Monday, March 25 for over an hour and a half. We finally gave up trying to get through. The next day I called and was put on hold for over 30 minutes. When I was finally put through, my issue was not resolved and I asked to speak to the manager. I was put on hold for another 30 minutes. It became obvious the manager was not going to talk to me and I gave my number for him to call. That has not happened.Desired Settlement: I would like to talk to someone that has some authority to make decisions.

Business

Response:

April 1, 2014

Re: [redacted]

Dear Sir or Madam:

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

According to our records, Mr. [redacted] has a resort stay booked at the Laurel Point Resort in Gatlinburg, Tennessee traveling May 2, 2014 through May 9, 2014. Based on the inquiry Mr. [redacted] needed some assistance with changing the dates of his resort stay.

Per Mr. [redacted]’s request we have provided his inquiry to our Travel Department to contact him regarding the date change. As of today’s date Travel Consultant [redacted] has spoken to Mrs. [redacted] and apologized for the delay in our following up to address this matter.

Mrs. [redacted] has confirmed that she wants to keep her resort reservation Mrs. [redacted] has been provided the agents contact information in the event Ms. [redacted] would like to contact [redacted] directly.

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: The Our Vacation Center aka International Cruise & Excursion Gallery, Inc. is running FALSE advertisement within and/or with AAFES support. In particular, Our Vacation Center along with AAFES gave me the impression through their advertisement that Our Vacation Center is a government agency and that the Our Vacation Center was giving me (a Retired Air Force, Master Sergeant-E7, Vietnam Veteran) a government military discount as advertised; but they NOT part of the government and/or DID NOT give me a military discount. In fact, Our Vacation Center even charged me an additional $10.38 for using my AAFES Military Star Card (see attached). I checked with Hotwire and got a much better deal (see attached).

For your information, on Facebook when one enters [redacted] within “Message” the following ad appears with a photo of the AAFES Military Star Card: “Government Vacation Rewards: Exclusive Government & Military Discount Travel. Save up to $150....

Government Vacation Rewards will not sell or rent your email address to third parties. Sign Up Gain access to exclusive military and government travel discounts!”Desired Settlement: Remove the FALSE advertisement which is exploting American Heroes.

Business

Response:

Re: [redacted]

Dear Sir or Madam:

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

According to our records, Mr. [redacted] booked a car ([redacted]), hotel ([redacted]), and air ([redacted]) reservations through our agency for travel commencing on May 1, 2014. We show that the referenced reservations have been cancelled at Mr. [redacted]’s request and a full refund has been issued.

In review, Mr. [redacted] indicated that he was charged an additional $10.38 for using his Military Star Card to book his flights. Our records indicate that on March 4, 2014 when the reservations were booked Mr. [redacted] was advised by Ms. Hayashi that by using the Star Card there is an exchange fee charged, at which time Mr. [redacted] authorized those charges. This fee is not directly charged by our agency, but rather a charge that is facilitated by AAFES. Our agency makes the reservation and advises of the exchange fee when qualifying transactions are completed using the Military Star Card.

Additionally, we do offer discounted services to our Military members and advertise that we can get the best rate possible at the time of booking. We do have a Best Price Guarantee that allows our agency to provide a lower rate if one should be publicly advertised. This adjustment, however, needs to be made within 24 hours of booking. We understand that the travel industry is competitive and from time to time there are instances where the price may be lower than Government Vacation Rewards.

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

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Address: 15501 N Dial Blvd, Scottsdale, Arizona, United States, 85260-1615

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