International Cruise & Excursion Gallery, Inc.

Review: I had recently visited a [redacted] store to do some shopping, and while shopping I was approached by a young man who work for [redacted] Vacations /I.C.E. I remembered this young man specifically, we met before at the [redacted] movie theatres in [redacted] a few weeks prior to August 16, 2015 (date of purchase). So having met this young man before I wanted to give him the benefit of doubt. I allowed him to make his sales pitch, and it was convincing, and he reassured me that if I purchase the $99 package that [redacted] Vacations was selling, and if for any reason I was unsatisfied with the $99 package there is 10 day 100% money back guarantee.

So before activating the $99 package I decided to do some research on [redacted] Vacations, and whoa I found both bad reviews from ccurrent and former employees, and past customers. All of the reviews said the same; untrustworthy, lies, scam! Today is 8/27/15, it is nine days later after purchasing the [redacted] Vacations $99 package, yesterday was 8/26/15 the eighth day after purchasing the $99 package. On 8/26/15 I made numerous attempts to secure a refund for $99 but to no avail. I called 5 times, twice with my husband on a 3-way conference call. Me and my husband were just totally disrespected and lied to. I was told by a [redacted] Vacations agent name [redacted] that she processed my refund, and that it should would take a 30 minutes, I waited and never received it. Then I called again with my husband, and we were able to speak with a supervisor by the name of [redacted] he told us that he will not refund our money back and its our loss not his. I am totally dissatisfied and disgusted with [redacted] Vacations.

Business

Response:

Re: [redacted]

Dear Sir/Madam:

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

According to our records, [redacted] purchased a 3-7 night resort vacation certificate for $99.00 that entitled her to purchase select hotel stays for $99.00 or less per night.

It is [redacted] claim that she was in a [redacted] store when she was approached by a representative who went over his sales presentation, and that she found the presentation convincing. [redacted] further states the representative informed her that if she purchased the $99.00 vacation package, and for any reason she was unsatisfied, she had 10 days to receive 100% of her money back.

[redacted] further stated that prior to activating her package she did some research and found inauspicious reviews from different sources. Approximately eight (8) days after having the package she attempted to cancel, but was unsuccessful in her attempts. She notes that after several attempts she finally she spoke to one agent, who informed her that she had cancelled the transaction and it would take 30 minutes to process, but she never received the refund. [redacted] states she spoke with a second agent, who informed her that she was unable to cancel and receive a refund. As a result of this experience [redacted] is unhappy with the service she received from [redacted] Vacations.

Based on [redacted] experiences, [redacted] decided not to keep the package. After thorough review and in the interest of customer satisfaction, we have cancelled the transaction effective August 28, 2015, and a refund will be issued for $99.00. The refund will be issued back to [redacted] credit card that we have on file. Please note that a 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,

Resolution Specialist

Office of the President

Review: We were told at a Westgate time share presentation that if we purchased a week of time share then we could use our yearly "week" (that we would pay $98 for monthly) and exchange it for a cruise through Westgate cruise & travel (which we planned to use for my husbands post deployment vacation). After purchasing the time share, I called Westgate cruise & travel, they confirmed what I was told to be true and said all I have to do is deposit my week with them (have Westgate resorts send my week to Westgate cruise & travel). So that's what I did and called them back to book the cruise. That's when I was told that the week was transferred into a cash value that can partly be applied to a cruise (bait and switch). They apologized that I was misinformed (by now, on numerous occasions). At this point, our week that we have paid over $1000 for is now worth $800 in credit of which we can only use $300 toward a cruise of $1500, leaving us to pay an additional $1200. I have called about 5 times and spent hours on the phone with customer service who put me on hold and then I get disconnected. I have gotten so upset (to the point of tears) trying to resolve this situation but have had nothing but the run around with them (customer service issue).

Also upon the sale of the time share, we were given a free week at westgate reorts, a free getaway ($69 and up value), $1,000 savings credit, and a free week at another resort through westgate cruise and travel ($500 and up value). We did not receive any of those.Desired Settlement: All we are asking for is our purchased week to be refunded back to Westgate Resorts (with no fee to be able to use) from Westgate Cruise & Travel good until December 2015 due to my husband being deployed during 2013-2014. All of which we request to be in writing. We are not asking for the free getaway, free $1,000 credit savings, or free resort stay through westgate cruise and travel. Restated, I ask that our week that is deposited with Westgate Cruise & Travel be refunded back to our Westgate Resort account.

Business

Response:

Dear Ms. [redacted]:

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

According to our records, Mrs. [redacted] purchased a timeshare through Westgate at the Smoky Mountain Resort at Gatlinburg. Mrs. [redacted] states she was advised she could take her timeshare week from Westgate and do a cruise exchange with our agency.

Mrs. [redacted] states she contacted our agency to book a cruise using the exchange at which time she was advised that her week had been transferred into $800.00 in Savings Credit and that only a portion of the savings credits could be applied toward the cruise.

In efforts to resolve this matter, we have made contact with Mrs. [redacted] as of September 23, 2014 and discussed a proposed resolution. We have offered to provide Mrs. [redacted] with a comparable resort certificate to use at a Westgate property. Mrs. [redacted] indicated she is willing to consider this option as a resolution and would like to stay at the Smoky Mountain Resort at Gatlinburg or River Terrace.

We are currently researching the availability of the requested properties for her to use the resort certificate and have scheduled a follow up call with Mrs. [redacted] at her request on September 24, 2014.

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

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 10214083, and find that this resolution would be satisfactory to me. Only on the condition that the business will indeed perform this action and without further complications. If it does, then I will consider this complaint resolved.

Regards,

Review: I received an email from [redacted] on 06/12/2014 inviting me to join a webinar presentation on 06/17/2014 @9:00 PM. The email indicated that for viewing the webinar, I would receive a 8-day 7 night vacation. In reading the email it stipulated that the vacation would only cover the accomodation, transportation and other fees would be the responsiblity of the certificate holder. The email terms didn't stipulate that the certificate could only be used in [redacted]. Now that I have participated in the webinar and followed all the steps to secure my certificate, I'm told that I can only book a vacation to [redacted]. I have called and spoke with [redacted] at [redacted] at ext [redacted] twice and she has spoken with her supervisor. They are telling me that this is the only destination that I can go to. As I stated to her this isn't stipulated in the fine print. The fine print says that you can go to a hotel or resort as long as it is available. It doesn't state that you have to use it for one country. As I explained to her I'm not looking to go to [redacted]. Had I known that were misrepresenting the free vacation, I wouldn't have wasted my time. I did the webinar cause I wanted to see what they were offering. Once going through the whole program, I realized it really isn't a money saver. You have to pay for your own travel. The only thing they are offering is discounted room rates. Although it's really not a discount , cause you had to start out paying 2000.00 to get what they call savings credits.Desired Settlement: The settlement that I'm requesting is to be able to use my certificate to my choice of destination, and not a destination that they decide.

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] attended our webinar presentation to learn more about vacation opportunities with [redacted] and as an incentive for attending she was to receive an 8-night resort certificate to a tropical resort.

Based on the information provided Mrs. [redacted] does not wish to vacation in [redacted]. We understand the offered location was not the expectation of Mrs. [redacted]; as a result she has requested a replacement certificate offering alternate vacation destinations.

In the best interest of customer satisfaction we have accommodated Mrs. [redacted]’s request and placed a certificate in her account for U.S. destinations. The terms and conditions of use are still applicable with the new certificate and any resort listed under the certificate is based on availability.

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 used the [redacted] reward website to book a hotel in May 2014. I was told about the select membership by Edgard G[redacted] a select member account manager. I was informed that I was paying for a 10 year membership, I would receive 100,000 in bonus points, and I would have access to these points for the term of membership as long as I did an annual renewal of just under $30.00. I was not told that I would not have access to the points until after I paid the membership fee in full. I signed up for the 18 month payment plan and it was billed to my [redacted] Card. When I tried to use the point in the first year, I was told that I cannot use the points until account fee is paid in full. Payment was made in full by 11/7/2015. I started looking into planning a vacation, and noted that my membership renewal was coming up in May so I paid the renewal fee of $29.00 in April 2016. I was on the website on May 10, and noted the website had been changed, and my point balance no longer reflected the 100,000 points I was given for my 10 year select membership. I called and was told by Tara, a customer service rep that I had two years to book and three years to travel. When I complained, I was told by Tara the supervisor that I could have 3 extra day to book my travel. I indicated that was not satisfactory, that I was entitled to the 10 years; the supervisor attempted to intimidate me, then put me on hold for 30 minutes, then disconnected me. I felt I was mislead by the account manager that signed me up, and treated harshly customer service.Desired Settlement: I do not believe that this company operates in accordance with the verbal agreements made with the potential client during the sales process. It is a bait and switch, and I still cannot find any terms and conditions that would warrant the deletion of the 100K points. I do not wish to do business with such a disreputable firm, and would like a complete refund of my select membership fee as well as the annual renewal amount. I would like it credited back to my credit card.

Business

Response:

May 11, 2016

Re: [redacted] Case File No. 11441417

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 May 3, 2014. The cost of the upgrade was $1,999.00, with a down payment of $99.00, followed by eighteen (18) payments of $114.45 per month. Ms. [redacted]’s current account is paid in full.

We reached out to Ms. [redacted] today due to the confusion regarding her 100,000 points. In the interest of customer satisfaction, we have agreed to reactivate her 100,000 points for a period of ten (10) years from the date of purchase. Ms. [redacted] was very happy and indicatd that she would be contacting the Revdex.com to withdraw her complaint.

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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find a small discrepancy, I was told yesterday that the points were restored with no expiration date and that is what is reflected on my account. I considered this action as satisfactory, and I consider this complaint resolved.

Regards,

I am a past employee. After reading the reviews I figured I should share some background. I (like most employees) started out in RCI Cruise. I had a hard time personally selling this product because it felt like a huge scam. The company offers best price guarantee which is true and was my preference on selling cruises. We were told not to lie but to "increase the discount" when promoting a timeshare exchange for cruise discount. It was lying and damn near stealing. Ex: you give them your timeshare week (which they sell for lots of money) you pay $189 to exchange your week and they discount your cruise. Most cruise discounts are actually $199. So you saved $11 and they profit. The only exception is if you book a very expensive cruise. Then you might save up to $1200. RCI was a rip off. I switched departments after 6-9months. I stayed with the company another year after switching departments. I stayed there until I was fired the morning after I turned in my proof of pregnancy. Gotta love Az law.

This company does not care for its employees and makes it clear. They constantly change the commission structure to make millions but pay their employees as little as possible. They haven't changed their hourly ($10/hr since BEFORE 2007) employees have to work their as off for little in return, which means they put the pressure on their clients.

As I have many friends still at this company I can tell you there are some departments that are NOT a scam. Their membership programs like Platinum rewards (IPR) and Government Vacation Rewards (GPR) that give back a lot, IF you actually travel. These programs give you weeks at timeshare (yes those ones that the RCI people pay to trade in) for almost nothing. They also give you "free" vacations. Again you have to be someone that likes to vacation to see the huge value. Generally you pay 2-3k and get a couple cruises and resort stays, so it's worth 4-7k easily. (Again I know this because I sold cruises for a good while)

I hope this review helps to give insight. I read a lot of negative reviews about RCI Cruise and thought I would shine the light on how it actually works. If you bought an RCI timeshare and want to cruise, do yourself a favor don't exchange your week. Find an online site and rent out your week or gift the vacation week to a friend or family member. Then search around and get a good rate before calling to get your "lowest price guarantee".

Review: I purchase their select access subscription and was suppose to receive 100,000 points for about $2000. The money was taken out of my credit card or military star account monthly. I had about 3 - 4 more months before it was completely paid off but ran into financial difficulty due to death in the family. I called to make 1/2 a payment on what was left due with a promise to pay the other half in two weeks. I was told I had to pay the balance in full in order to receive the points as agreed since I fail behind on payments. I agreed to call back with the total final payment. I was told that notation would be on my account in regards to me calling back to make final payment. I called back to give complete final payment about 2 weeks or so but was told I could not receive the points and that my account was closed. I have already paid over $1500 and only owed around $400. I have not used any of the select access benefits or points. I was told that they could only credit me $1500 if I agreed to pay another $1500 for only 50,000 points. I told the person that when I called before that they would honor the agreement with the full payment of the balance. He replied that he had already spoken with his supervisor and that I could not get the 100,000 points as agreed upon and that if I did not decide to pay the additional $1500 for a reload of just 50,000 (not the 100,000) points I could get nothing at all.Desired Settlement: I would like a refund of my money or have them honor the original agreement (I pay the full balance for the 100,000 points). As stated before I have not and could not utilize any of the benefits or points. It is not right for a business to take over $1500 in payments and receive nothing in return.

Business

Response:

January 13, 2016Revdex.com4428 North 12th StreetPhoenix, Arizona 85014 Re: [redacted] Dear Sir / Madam: We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Ms. [redacted] purchased a Government Vacations Rewards Select Access membership on December 10, 2013. The cost of the membership was $1,999.00 with a down payment of $99.00, followed by eighteen (18) monthly payments of $114.56. It is the claim of Ms. [redacted] that she was making the monthly payments for her membership when she ran into financial difficulties due to a death in the family. She states she had 3 to 4 payments left to pay the membership in full, so she contacted our agency to see if she could make a partial payment and then pay the final balance the following 2 weeks. Ms. [redacted] asserts that she was advised she needed to pay the balance in full in order to receive the 100,000 points for upgrading the membership, since she had fallen behind on her payments. Subsequently, she called back approximately 2 weeks later to make the payment, but was advised that her account had been closed. Ms. [redacted] was offered the option of purchasing a different membership for an additional $1,500.00 and 50,000 points, but this is was not an agreeable option for her. As a result she wants a full refund or the original agreement to be honored, as she has not used the membership. Upon review, it appears Ms. [redacted] account was placed in a write-off status due to delinquent or declined payments. We understand there were some unfortunate financial circumstances that arose, which caused the delinquency in making the payments on time. In the interest of customer satisfaction we are offering Ms. [redacted] an opportunity to pay the balance of $422.16 to pay the account off. Once the account is paid in full, we can manually have the 100,000 points added back on the account. We are requesting Ms. [redacted] contact the Finance Department at [redacted] ext. [redacted]to make the final payment on the account. After making the payment she will need to be transferred to Shannon P[redacted] (ext. [redacted] who will assist in getting the points added to the account. We would like to resolve this matter in a timely manner; therefore, the final payment needs to be made no later than 2/13/16. We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved. Best Regards,Shannon P[redacted]Resolution SpecialistOffice of the President Alicia R[redacted]Legal Office AssistantInternational Cruise & Excursions Gallery, Inc.[redacted]Office: [redacted]Alicia.r[redacted]@ourvacationcenter.com

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: I first contracted with Government Vacation Rewards (GVR) in October 2012, and I was given 75,000 bonus points, a week resort stay and a three-night hotel stay. The resort stay expired, as did, apparently, the three-night hotel stay. However, after I spoke with numerous representatives on several occasions, the resort stay was extended and eventually booked. but as for the three night hotel stay, despite assurances to the contrary, no one called me back. I have tried several more times to contact the company's Select Access customer service department, most recently today, but after 20 minutes of holding, I gave up. In addition, when I called yesterday. I was disconnected at least twice, and the main number ([redacted] does not accept the touch-tone input it requests, making it impossible to move past the prompts.

When I initially bought the package (I was told by [redacted] that I had until the end of the day to buy or I'd lose the promotion), I was informed that I had countless options from which to choose, all available on the website. However, after purchasing, I found that the selections were actually quite limited. given the distance and our availability, so much so, that we were unable to use the resort stay prior to expiration. As mentioned, this had been reinstated, but the three night hotel stay has not. As for the use of the website, for instance, in order to find all availability for use of my Select Access membership, I was told I have to call to get the entire inventory, which, given the demonstrated wait times, is impractical.

In addition, I was once told by someone (I've spoken to many representatives, including [redacted] and [redacted]), that my 75,000 points would expire in April 2016, but have more recently been told they wouldn't.

Furthermore, when I bought the package, I was told the company could book all travel, including all hotels at all price ranges. It wasn't until later that I learned some rates, including military and government employee, couldn't be booked by GVR. Therefore, given the fact that I have made reasonable attempts to contact the company (phone numbers that prompt you to press a number and then don't accept the input, disconnected calls and extreme wait times (20+ minutes), the inaccurate and misleading information given by the initial sales person, and the limited availability of resorts for my situation, I see no value in this arrangement.

Please note, in addition to my phone attempts, I have searched unsuccessfully for an email contact; it appears the only way to contact a representative is via telephone, and the amount of time and effort it takes to contact the membership department is absolutely unreasonable.Desired Settlement: It has been nearly two years since I've had the membership, but I have received no benefit from the relationship. In addition, the promise of return phone calls at times has not been fulfilled, and my inability to actually contact anyone who can help is to the point of utter frustration. Finally, after two years, the realization that the benefits promised to me in the initial sales call were misleading and misrepresentative. Therefore, I see little choice but to request a full refund; I will gladly give up the resort stay currently booked, as it was done simply to avoid losing the corresponding certificate again to expiration.

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] upgraded his Government Vacation Rewards membership on October 23, 2012. The cost was $1,499.00 with a down payment of $149.00 and twelve (12) monthly payments of $121.50. To date the member has paid his account in full. Based on the inquiry, [redacted] indicated he had difficulty contacting someone to assist him in booking his vacation. He expressed his dissatisfaction over the long hold times and that our touch tones did not allow him to move past the prompts. He was further concerned over the lack of options available for him as well as the fact that his 75,000 points will expire on October 23, 2014. We certainly understand that delays on the phone to a high volume of calls can be frustrating and we apologize for any inconvenience this has caused the member. We have reached out to [redacted] and provided him with additional contact information as well as offered him assistance with the web site, which will greatly improve his ability to plan his next vacations. We have extended the expiration date of his hotel/resort certificate in order to allow him to book a 7 night stay in a 3 bedroom resort for his family in [redacted]. We have further extended the expiration date of his 75,000 original points plus his 10,000 incentive points to October 23, 2015. [redacted] was very appreciative of our resolution. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. 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,[redacted]

Review: my name is [redacted] my number is [redacted]

address [redacted]

First I am not asking for any charity not a dime in money I just want help with this, ill pay the $502 plus gratuity if we can get this handled. hello my question is, I have used Government Vacation Rewards to book trips since I used this company in the past to book the same trip. I am a 100% Disabled Cobat Veteran in the past you just called told them where you wanted to fly to and stay and they booked it you paid for it and went. One day I called and spoke to a lady named gail few months ago to book a fishing trip to costa rica, the gail the girl was still working there and suggested I signed up for a select access program to save a bunch of money on the flights hotels and cruise lines the call was recorded by them ." For the $1499.00 for 3 years, you get 1000000 points, added to my 8000, and she said I could use my prior points would be added and I would be getting 5 points for every dollar I spent under the program, and with this new program could take my Girlfriend and go on a flight for two and stay a week up to 3 times with all my points. I called later to book the flight hotel and rent a car for a week gail no longer worked there they said. and told mt that the selict acces program does cover flights or car rentals so we paid out of pocket. Now last week I decided to book a cruise and cash out all my points for vacation cash to get out of the program and get some of my money back so I went online for 45 minutes another recorded phone call book a cruise all the way to the conformation page. I then called a nice girl named [redacted] and said I have the id numbers online with are names in and all the information for my same and only girlfriend had the cabin number the booking id and that I want to use I wanted credit card number inputted but wanted to cash in $500 worth of points for vacation cash and she said i;ve only been hear a few months and I had only been there a few month and that was a really good deal." but she had to talk to her supervisor to figure out how to add the vacation cash about 15 minutes later she came back on the line and said at "that price they counld not add vacation cash. I was still calm listen to the recording. Then she asked if I could sent her a scan of the bookiing I said sure we had to do that 4 times to get it to go threw, she then says my supervisor is working with the scans I sent her it took 45 plus minutes for this call total. I was done talking with her told her thank you and pushed the button to look the cabin and it said it was sold out, I went in on my girlfriends computer went to book the same cabin and the price tripled and they had about 20 of the exact same rooms, they were not sold out, same ship same cruise date same ports GVR straight up lied to me about this and when I got the program attached isthe crutse I was trying to book during the 45 minute phone call the supervisor cancelled the price and changed it to $1630.00 which I cant afford triple the origin al cost, I served this country proudly, I was blown up in the [redacted] when an i.e.d went off under my truck ejecting me and killing the driver shredded my back and private parts. had 13 surgery to learn to walk again l had 2 cancer surgery this year due to all the medications the V.A gave me I am only 48 years old been on alot of [redacted] cruises but never [redacted] and to make it worst when I called them back ay G.V.R , they tried blaming [redacted] saying [redacted] said they were sold out, both companys have a best price low price garranty. I was going to ask my girlfriend of 5 years to marry me in [redacted] she has had to deal with taking care of me after all my back surgery's from the war and wait 4 years for my prosthetic [redacted] implant surgrey, heating pads icepacks drives to and from prostrate cancer, testicular cancer both cut out the first of the year the [redacted], V.A hospital hours and hours of waiting for surgery get my medications me being sick from throwingn up and having heat flashes from the chemo for my pancreatic cancer the V.a cant cut out because its wrapped around an artery, today I can walk again and only usea cane . I should sue Government Vacation rewards under the persons with disabilities act, GVR ruined my plans and stopped my future wife well needed vacation. the sad thing is threw the vfw I told all the guys about Government vacation rewards and got 2 of them to sign up. thanks if you can help me file a complaint against Government vacation rewards or sue them against people with disabilities act being taken care of please let know [redacted] I am home 7 days aweek unless o have Dr appointment at the va, I was in a full body cast for 8 months they never changed it once and another 8 months learn how to walk again this is how Government Vacation Rewards treats there select access members, image how they treat there regular members.

been lied to about using points for flights, you dont honor your own prices on cruisesDesired Settlement: the remainder of my points imto a check close my xccount ive been lied too when I purchused this program by gail you have the recording wear she says I could use the points for flight and resort for the same trip she booked prior to me buying the select access she said " oh sure richard can use your 1

you can use your points for flights resorts hotels not true and wont accept your cruise prices posted on your website

Business

Response:

Re: Richard Wilson # [redacted] Dear [redacted]: We would like to thank you for bringing Mr. Richard Wilson’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on April 24, 3013. The cost was $1,499.00 and [redacted] paid in full at the time of purchase. On October 8, 3014 we received email correspondence from [redacted] indicating that he was upset about not being able to book a cruise that he had found on the website on line and using his points,. At that time, we had discovered that our web site was not reflecting the correct pricing and only reflecting the cost of port fees and government taxes without any cost for the actual cruise itself. When [redacted] tried to book the cruise on line, the booking system would not process his request. Two issues occurred: he did not have enough points in his account, and website was experiencing technical difficulties. We took immediately steps to correct the web site. However, when this was explained to [redacted], he got upset claiming it was a “bait and switch”. Our records indicate that [redacted] used 50,000 points to book some air fare, on [redacted] in August of 2013, which did not leave him the correct points needed to book the cruise. We have been working on this issue and felt we had arrived at an equitable solution for both [redacted] and our agency and called [redacted], leving him a message. [redacted] returned our call this morning and we were able to get him booked on the cruise of his choice. We added 25,000 points to his account, which allowed us to book the cruise as a featured redemption into the cabin category that he wanted. His only out of pocket expense was $202.80, which was a 65% reduction. [redacted] was thrilled and we completed the booking. 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: After purchasing a time share with [redacted] July 2013, I was contacted by I.C.E platinum rewards for a lifetime membership for $199 and than $81.22/month for 18 payments. I was informed that I can only have this membership if I kept the timeshare. Later that week, I cancelled the timeshare within the 7 days, and was told this should cancel everything. The timeshare company never submitted the paperwork, so I should not have been offered the lifetime membership. Regardless, I talked to sales associates, and I thought we had stopped the membership, except I continued to have the 81.22 debited monthly(5mths). I have talked to customer service and written a letter asking for my full refund. They need notification from [redacted] that it was cancelled, but to [redacted] is saying I never had anything with them because the paperwork never got filed.Desired Settlement: Refund the total amount, $605.10

Business

Response:

January 9, 2014 [redacted] Revdex.com [redacted] Re: [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that on July 28, 2013 Mrs. [redacted] purchased an ICE Platinum Rewards Upgrade. The cost of the upgrade was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $81.22. In review it appears that Mrs. [redacted] contacted our agency on July 29, 2013 and requested to cancel the aforementioned membership. The cancellation request was contingent on her cancelling her timeshare purchase at [redacted]. Mrs. [redacted] contacted our agency to advise that she had indeed cancelled her timeshare with [redacted]. To date records show that the membership was not cancelled and no refund had been issued. Based on our findings we have cancelled the referenced membership as of January 9, 2014 and a refund in the amount of $605.10 has been processed back to the credit card ending in xxxx—[redacted]. The refund will be processed in separate transactions; $99.00 will be refunded for the down payment and five (5) monthly payments of $81.22 will be processed back to the same credit card totaling $605.10. The refunds will be credited to the account in approximately seven (7) to ten (10) 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, [redacted]Resolution Specialist Office of the President

Review: I received promotion email from Sears Vacations on May 1 2014, saying that " Find out how to vacation at confidential insider prices with Sears Vacations Unlimited, and get Free 8-Day, 7-Night Tropical Vacation Just for Attending a webinar" . I enrolled and attended the online webinar on May 6 . I called Sears vacation after I attended the webinar, the agent told me they would email the free certificate in two weeks, but after 8 weeks as of today, I do not receive any "Free 8-Day, 7-Night Tropical Vacation " Certificate as advertised from Sears Vacation . I emailed my enrollment confirmation email and attending confirmation email to Sears Vacations agent [redacted] [ [redacted] ], he refused to honor this "Free 8-Day, 7-Night Tropical Vacation " Certificate as advertised . This is false advertisement.Desired Settlement: I request Sears Vacation to honor free "Free 8-Day, 7-Night Tropical Vacation " Certificate as advertised and email/mail me the certificate as advertised.

Business

Response:

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] attended an online webinar on May 6, 2014 to learn more about Sears Vacations and the vacation options available under the program. As an incentive all attendees would receive a 8-day; 7-night resort certificate for a Tropical Vacation. According to our records, we confirmed Mrs. [redacted]’s attendance through the email address provided at the time she signed up to attend the webinar; [redacted]. Based on her confirmed attendance, we applied the complimentary certificate on the account [redacted], which is associated with the email address on file. The certificate was added within six (6) days of the attendance date on May 13, 2014. Mrs. [redacted] appears to have two (2) accounts through Sears Vacations, which ultimately caused the confusion about the receipt of the complimentary resort certificate. To eliminate confusion, we have cancelled the previously applied certificate under account [redacted] and added the certificate under the account [redacted]. Mrs. [redacted] will need to claim this certificate as previously instructed under this account and use the following email address [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. Best Regards, [redacted] Resolution Specialist Office of the President

Review: During April 2013, the company through the [redacted] offered me a certificate for a cruise of my choice. The requirement was to enroll in their vacation program with and additional 75000 points provided upon enrollment. The offer allowed me up to 18 months to use the cruise certificate with an option of adding two extra people. In December of 2013, I began to contact the company to retrieve and schedule my cruise. After a few weeks, I was able to access my account but found I did not have a certificate. Following up with a representative I was informed that the certificate was not loaded into my account and it would take a couple weeks to retrieve. From January thru March I contacted the company to find out my status, but to date nothing has occurred. I spoke with a manager and requested a refund of my payment and was denied.Desired Settlement: I'm simply requesting a refund of my money and disenrollment from the services.

Business

Response:

March 31, 2014 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] Rewards Upgrade on April 5, 2013. We have thoroughly researched [redacted] claim that he was to receive a bonus cruise certificate at the time of purchase. While our records do not reflect any documented notation of the offer, we have contacted the member and informed him that we will honor his statement and have provided him with the appropriate codes to book the bonus vacation. [redacted] has agreed that we will not cancel his membership as requested and that all previously scheduled payments will commence on the membership as agreed upon. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

I have been involved with this company for almost 9 months. They have so much wrong with them. First off when they tell you that all you have to pay is $100 a month and you will get the dream vacation that you always wanted with your family don't let them fool you! I've been researching online and making phone call with a customer service agents but they are not able to help me book this dream vacation. This dream vacation does not exist. LAYAWAY...haha. That's funny there is no layaway. They take your money and you pay more and more. I have a family of five so to get this dream vacation on your vacation waiver its going to cost you another $1,000 to 2,000 not including flights or how you're suppose to get to your DREAM VACATION. I'm canceling today and I highly doubt that I will see my hard earned money back. Now that would be a dream!
Everyone sounds so nice but when it actually comes down to booking something they have an excuse. Oh you should get passports so you can travel cheaper they tell me...oh maybe you can leave a child at home. Now why would I do that???? This is ridiculous. How are they associated with [redacted]???? [redacted] should be ashamed!

Review: Decided to cancel my account with Government Travel Rewards (part of ICE) after 2 business days (Nov 20, 2015) and gathering information about the organization. I contacted the office and spoke to a person who was referenced as my personal contact. Of course she never called back. I have called at least two other times to confirm my cancellation, which has never been processed. I have issued a dispute with my bank to halt all future payments to this organization. The 10 year membership includes $1999.00 plus 8 years of $29.00 payments. This last bit of information came at the very end of the call, after I had agreed to the membership! There is no form of confirmation (letter, email, confirmation number) issued when calling this company, and each time I call I start back at square one.Desired Settlement: Cancel the monthly charges to my credit card, as well as refund my initial $99.00 deposit, which I was told was refundable within 10 days of signup. Also, let me know IN WRITING that my account has been closed. I want no further communication from this organization, or any of it's members.

Business

Response:

Re: [redacted] Case # [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.

Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 18, 2015. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $117.56 per month.

Based upon Mr. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective December 22, 2015 and issued a full refund. The refund was issued to the visa credit card we have on file ending in XXXX --- 9624. Please note the refund can take approximately seven (7) to ten (10) business days to post to his account depending on the financial institution Mr. [redacted] banks with. We certainly apologize for the delay and any inconvenience the delay caused Mr. [redacted].

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

Sincerely,

Resolution Specialist

Office of the President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I feel that it is unfortunate that these measures had to be taken in order to receive good customer service from ICE. I hope that this company will take heed to the many complaints have been filed in addition to mine and improve their business practices.

Regards,

Review: I have been contacted multiple times from this company saying that I applied my information at a mall and store that I have never been to. I never give out my home phone number and do not know how they got my information. The email address they provided me with is not mine.Desired Settlement: Please do not contact me again and reveal how they obtained my information. I am concerned that there is fraud associated with my identity.

Business

Response:

Re: [redacted] File No. [redacted] Dear Sir or Madam: We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts. When a mall shopper meets with one of our account managers, they typically supply their name, phone number contact and email address. The shopper is entered into a raffle. The shopper is also then eligible for additional savings benefits through the Sears Vacation program. The information provided by the mall shopper is never sold to a third party. Based on Ms. [redacted] request to not be contacted about the vacation benefits, we have placed her on our company’s Do Not Call list. This will include the phone number, email address and mailing address for both the contact information on the complaint, as well as the information in our records. Our company complies with federal and state laws and regulation and is committed to protecting and respecting consumer privacy rights. 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 talked to a high-pressure salesman when all I was trying to do was find out how to book a reservation. I had already high- pressured into purchasing a program in December - I didn't need another one. To get what I wanted, I agreed to do a down payment and then I said I didn't want it. I was informed it had already been processed and I couldn't do that. A couple of days later, his supervisor called me to see what the problem was and I said I could not afford it and wanted the charge dropped. I am now in a contract for 18 months at a cost of $8678 per month for 18 months. In the contract it states that to rescind this purchase it needs to be in writing and delivered via mail or fax. I was not told this on the phone and I didn't get the contract until after the ten days. Also, we were supposed to get something in the mail explaining what we purchased and they just give you a welcome letter. I still have no idea how to go about taking advantage of my points and credits.Desired Settlement: I would like a refund of my $99.00 down payment and cancellation of this contract.

Business

Response:

We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on February 26, 2015. The cost was $1,499.00 which included a $99.00 down payment, followed by eighteen (18) monthly payments of $86.78. Based upon Ms. [redacted] request to no longer remain in the program, and that her original request was received within the rescission period, we have cancelled her membership upgrade effective March 5, 2015 and issued a full refund. Please note the refund can take approximately seven (7) to ten (10) business days to post to his account depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely,[redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 am writing this letter regarding some correspondence I sent to ICE platinum rewards, I was told to mail my letter to ICE's Quality Assurance Dept. in 10030 N. 25th Ave., Phoenix, AZ 85021. On February 27, 2015 I followed up with a phone call to the company at (602) a receptionist answered the phone and I explained my correspondence I mailed in January 31, February 4th and February 11th in which I never receive any response. She said I have to mail all the correspondence to a different address to International Crusie & Excursion, Inc., [redacted]. To date 1 received three letters from the Post Office dated 02/27/15 marked " Return to sender, Attempted -not known". Failure to receive an appropriate response to this problem has prompted me to write directly to you.Desired Settlement: I appreciate your assistance in resolving my complaint. I would like to receive a response from you within 20 days.

Please contact me at the above address if you have questions or need additonal information.

Business

Response:

Re: [redacted] Dear Ms. [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] received 2 certificates as a promotion. One was for a cruise excursion and the other was for a land excursion. The certificates had a value of $100 each, which would be used to reduce the cost of the excursions. In [redacted]’s complaint, he expressed his difficulty in getting a hold of us via direct mail. He indicated that he had received his correspondence back stamped “return to sender”. I spoke to [redacted] today, and apologized for his difficulty. I advised him that he did not have our correct address. His first correspondence was sent to [redacted]. We have moved from that address 5 years ago. The post office would not forward mail to an address that old. His second address of [redacted] was simply a matter of transposing the address. I made sure he has our current correct address, which is [redacted], for any future correspondence. I explained to [redacted] that the promotion he received only ran for a short period of time and, consequently, we have a specialist who handles all the bookings. I assured him that I would have her contact him and asked for his best contact number. He thanked me for the follow up and felt this would resolve his concerns regarding the certificates. 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 purchase a vacation for 1999.00 it included a 7 day stay ANY resort ANY time I planned also 2 mini cruises and it had another 7 day stay in [redacted] and another Mini cruise. when I tried to book my resort at the beginning of January for dates april 3-10 in [redacted] they told me they DIDNT have nothing available to change my dates or my vacation? well we change our vacation I called to book a [redacted] resort same days, once again they told me NO I cant go because nothing is available I told them to just find me ANY resort they told me they CANT? so I asked for a refund because I cant go on vacation as I planned they told me they can cancel my purchase but they will KEEP ALL MONEY? I ask why if I want to use the service they are the ones not able to provide the service purchased they say I will get back to you and as of right now no vacation, no refund, no call back. this company is doing this on purpose so people wont be able to take a vacation and they will keep all our money? this company is stealing and when I call [redacted] they told me is NOT affiliated with [redacted] packages when I called [redacted] packages they swear is part or RCI? plus when calling I spend 2 hours each call and no body can helpDesired Settlement: I wasn't able to book any vacations as promise you guys don't have the dates we planned, we change vacation just for you guys to accommodate us and still nothing. I just want my refund I haven't use any service because you guys wont allow me to book a vacation, on my recordings I clearly said we are 5 in our family and the lady said no problem also you guys said any resort any time and is NOT true. I spent hours on the phone and still no resolution

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] purchased an [redacted] Package on November 13, 2014. The cost of the package was $1,999.00. The package was paid in full at the time of purchase. Based on [redacted] inquiry she indicated she wanted to book a resort in [redacted], however, we did not have the resort available on the dates she wanted. Furthermore, she stated tried changing her vacation dates as advised and still was not able to book a resort in [redacted] for the selected dates. The member requested a refund due to the lack of availability. The request for a refund was denied. Based on the records, [redacted] purchased her package and had ten (10) days to cancel the package to receive a full refund. On the day of purchase [redacted] viewed the website, which outlines the terms and conditions for cancellation. Upon review the member would have viewed the rescission period. Additionally, the resort locations are based on location, time of the season, and availability. Our agency does not make any guarantees at the time of purchase that any particular property will be available for specific dates. Unfortunately, our agency is unable to honor [redacted] request for a refund as she was given the proper information to cancel said package within the respective rescission period. 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.

most people don't book a vacation within 10 days and No I didnt know vacations were subject to their time and not mine! Who wants to go on vacation when others Decide? The lady that sold package clearly said it was when I want it and any place we wanted but is not true, she even called back and I asked again and she assure me it was anytime I wanted to go on vacation. I'm not able to plan my family's vacation when [redacted] decides I can go? If the lady was to tell me this when I purchased I would never buy, plus on my last call they told me they don't even mention the 10 days to cancel and is not on website neither like they claim ?

Regards,

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. We have furthered reviewed [redacted] inquiry and would like to provide the following information about the rescission period and resort availability. It is with our understanding that [redacted] had requested specific dates of travel for a resort vacation. It is her claim she was informed at the time of purchase she could travel at any time on any date. According to our records [redacted] was advised of the following during a recorded sales validation: Resort stays are based on availability. Based on the unit size of your resort accommodations available at the time of booking, friends and family may stay with you. [redacted] does have the option to travel anytime on any date, however, the destination of choice must be available at the time the request is made, which [redacted] confirmed she understood when she purchased the package. Furthermore, [redacted] did not have ten (10) days to make a travel decision to book a vacation for her family, but she did have ten (10) days to review the package to determine if she wished to keep it or rescind the purchase. Our records, reflect that she viewed the website ([redacted]) on 11/14/14 the day after purchasing. Upon review had [redacted] clicked on the tab “General Terms” at the bottom of the page she would have been able to review the following rescission period: Paragraph 4; A Redeemer may rescind the [redacted] package purchase within ten (10) days of receipt of the [redacted] package by calling [redacted] or by providing written notice to [redacted] Travel Packages c/o Our Vacation Center [ICE], [redacted] Attn: Cancellations. At this time our position remains the same. [redacted] was provided with the necessary information to make an informed decision on whether she wished to keep the package or cancel within the rescission period. She was advised that the resort reservations are based on availability, time of season, and location at time of purchase. 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 been experiencing problems booking a resort stay via [redacted]. My original login option allowed me to shop for a resort stay and book online. That option has been removed. I contacted registry vacation customer support on 24 September 2014, 10 October 2014 and 13 October 2014. Each time I was placed on hold for a representative approx. 20 min. Each time was I was promised resolution. Twice I was promised a follow-up return call which was never received. On 13 September 2014 I spoke with a representative name "[redacted]" who stated that there was a problem with the registry vacation website. Repairs TBD. During this outage time I missed out on multiple resort openings which are no longer available without additional upgrade costs at the destination I desired. Due to the fact that I have been unable to shop for any vacations, and received no notice of your website problems, I am requesting a full refund. I cannot plan a vacation without being provided the ability to view all prices and resorts as originally promised by your company. My window of opportunity to take a resort vacation has been closed by your customer service failure to provide prompt assistanceDesired Settlement: Refund asap.

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] purchased a [redacted] package on June 23, 2014. The cost of the package was $3,195.00 with a down payment of $195.00 and eighteen (18) monthly payments of $175.67. Mr. [redacted] stated he was unable to log on to the [redacted] website and search for vacations using his resort certificate. We have researched this matter further and determined that our agency had been experiencing some technical difficulty with the website. As a result the option to search for vacations using the resort certificate was temporarily removed. As of today’s date the option to search for vacations using the resort certificate has been restored. We have made contact with Mr. [redacted] and advised of the following resolution. He has confirmed that he has logged on to the website and the certificate is visible again. As a courtesy and due to the inconvenience Mr. [redacted] experienced, we have provided him $200.00 in Vacation Cash to offset any additional upgrade charges he may incur due to his inability to book his desired vacation. We would wish to thank you for the chance to clear up the status of this affair by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Review: We were told in May 2013 that our vacation for Feb.8-15,2014 would include a 2 BR, 2Bath villa including a chef at the LHVC resort in Puerto Plata, Dominican Republic. I called several times prior to the vacation confirming our exact reservations for us ( four adults). Each time I called, I was promised that everything was in order and would be exactly as they told us. When we arrived in the Dominican, it became a bad situation that grew worse. We were NOT given what we were promised.In fact, the resort accommodations were quite substandard! We had broken lights (hanging from the ceiling), broken door knobs, no window coverings, poor plumbing and the list goes on and on. The resort stated that they would never promise us a 2BR 2 Bath villa with a chef! I have been attempting to contact Our Vacation Center since Feb.19 to no avail. I have been put on endless "holds", promises that a supervisor will call me and still no contact with anyone! I was told to email my complaint to: [redacted] only to find out 3 days later that that was incorrect information and that now I had to send my complaint to : [redacted] which I did promptly on 2/20/14. I have yet to hear from a supervisor whom again I was promised would contact me within 24 hours!Desired Settlement: We expect not only an apology, but communication via phone or email, AND a full refund including our airfare. We paid $1656 for the all-inclusive resort and $3000 total for airfare to a resort that we would rate no higher than a one star! The entire vacation was a nightmare due to accommodations, food, accessibility to different areas of the resort and most of all, to the blatant misleading of Our Vacation Center!

Business

Response:

Re: [redacted]

Dear Sir or Madam:

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

According to our records, Mrs. [redacted] booked a resort stay on May 19, 2013 at the Residence Suites at the LHVC Resort in Puerto Plata Dominican Republic traveling from February 8, 2014 to February 15, 2014. The member applied her resort certificate and paid an out of pocket $1,536.00 to cover the all-inclusive fees at the resort.

In review the member stated that she was supposed to have 2 bedroom / 2 bath accommodations with a chef for the length of her stay. Upon arrival at the resort the accommodations she was to receive were not available as advised prior to travel commencing. Mrs. [redacted] and her traveling companions were provided separate accommodations during their stay; however, this was only after the member advised management at the resort that she would be contacting our agency to seek assistance. Mrs. [redacted] also encountered several delays in having her concerns addressed by our agency upon her return from her vacation.

As a result and to ensure complete customer satisfaction, we have contacted Mrs. [redacted] directly and addressed her experience and the situations she encountered in this matter. She has agreed that reinstating her resort certificate will resolve this matter. We have honored the request and the reinstated certificate will expire on September 5, 2014. The member only needs to have the certificate applied to another reservation by the expiration date and travel can be completed at a later time.

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

Best Regards,

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 purchased a gift certificat/coupon from [redacted] permitting me to purchase wine from [redacted]. I logged into the the web site ([redacted]) and ordered a case of wine from the [redacted]. Delivery was supposed to be 4 -6 weeks. After the indicated delivery time expired I contacted [redacted] through their too-free number ([redacted]) and was told the wine was ready for shipment from the winery. A week later I contacted [redacted] again and received the same information. I was able to locate the winery ([redacted]) and was told they didn't deal with [redacted].I contacted [redacted] again and was told their shippin department made arrangements for delivery and it should ship on July 5 - 6, 2013.I continued my email converstyaion with [redacted]. Again, the [redacted] representative denied ever doing businss with [redacted]

Product_Or_Service: wine

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I want the wine I ordered delivered to me. Failing that, I want a refund plus the value of the coupon/gift certificate given to me as part of the refund

Business

Response:

July 17, 2013 Revdex.com [redacted] Re: [redacted] Complaint ID #: [redacted] To Whom It May Concern: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have researched and documented our findings. Our records indicate that On Sat, Apr 27, 2013, Mr. [redacted] redeemed his certificate on [redacted] for the following products: 6 bottles of [redacted] and 6 bottles of [redacted]. One or both of these products were out of stock in our warehouse when the order was placed; therefore the order was put on hold. There was a failure on our end to communicate this insufficient inventory to [redacted]. We have since contacted [redacted] and addressed the inventory issue. Mr. [redacted]’s wine order was created and tagged to ship via the Temperature Controlled Program. We have also discussed the concern regarding our relationship with [redacted] and Mr. [redacted] being misadvised that they do not deal with [redacted]. Mr. [redacted]’s order was sent via [redacted] Temperature Controlled Shipping program on Friday, July 12, 2013; Tracking Number: [redacted]. Once the wine order reaches [redacted], Mr. [redacted] can track the wine order to its final destination in [redacted]. Pack n’ Ship estimates the order to arrive today, July 17, 2013, or tomorrow, July 18, 2013. We apologize for any inconvenience this matter may have caused Mr. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter. Best Regards, [redacted]Resolutions 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,