International Cruise & Excursion Gallery, Inc.

Review: Around May 7-9, 2013 I receive a phone call from a sales travel agent representing [redacted] who explain to me that the sears layaway vacation program was having a special layaway vacation package price. I was acetated in enrolling in the program because of my current financial situation and my ability to make the require monthly payment, I express my concern to the agent and informed him that I was not interested in enrolling in type of contract, however the sales agent was very persistent and ensure me that I was not under a contract and I could cancel at any time. After being ensure that I was under no contract and I could cancel at any time I agree to enroll in the program base exclusively on the information I received from the sales agent. I made an initial down payment of 149.00 using my debit card and agree to make 4 monthly payment of 86 dollars base on the fact that I could cancel and was not under contract, before finalizing the sale I validator was put on the phone to verify my information and the program benefits. On May 23, 2013 at 1:19 p.m. Eastern standard time. I call the sears vacation program customer services number at [redacted]. To cancel my vacation saving program, however the customer service agent inform to me that the company have a 10 cancellation policy, in which I reply to him," that during my enrollment process I was not made aware of this cancellation requirement, and is not something that I agree too." The customer services agent were understanding of my problem however he not able to assist me and then transfer my phone call to another agent. The second agent informed that I was not able to receive a refund or any portion of money because of the company 10 days cancellation company, I inform the agent that I was not made aware of this information during my enrollment, the sales agent and the validator fail to notified that I had 10 days to cancel or otherwise I would lose my money. to which he reply “this information is on the company website under term and conditions”, I inform the agent that I have not seen this information because I haven’t received any documentation of the program term and condition and that I complete my enrollment by phone. A telephone call I received from their company. The agent informed that the sales agents are not required to inform client of the 10 days cancellation policy because there is no company policy or state law that say this is required.

I’m a hard working single mother who is just trying her best to provide her kids with the best possible future and I enroll in the program because it seen like good way to save money for a good needed family vacation. I have work hard for everything I own. And I feel like this company as deprived me of my hard earning money. In addition I find this company sales practices very disappointment and unethical. The information I received from the sales agent were misleading and important fact were omitted. I think is information was relevant because it would have affect the outcome of my enrollment of the program because is not something I would have agree too.Desired Settlement: I want my money back.

Business

Response:

May 31, 2013

Revdex.com

Re: [redacted] ID #: [redacted]

Dear Ms. [redacted]:

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

We have conducted additional research into this matter and have determined we have cancelled the [redacted] purchased on May 9, 2013. The membership was cancelled effective May 30, 2013 and a full refund was issued in the amount of $149.00 back to the credit card on file.

It may take up to 7-10 business days for the refund to be credited back to the account depending on the financial institution that the members banks with.

Please be advised the cancellation of the membership null and voids any further payments and financial obligations to our agency. In additions, all benefits associated with the membership will be forfeited effective the date of cancellation.

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

Best Regards,

Resolutions Specialist

Office of the President

Review: I received a telemarketing call on or around 9-29-09 from an affiliate of RCI asking if I would like to purchase a package that included 2 cruises and 1 7-night resort vacation. I explained to them that I did not have the money to do so as the package was over $3,000. They stated that they were promoting this package by allowing customers to purchase on a "payment plan" that would allow up to 2 years to pay it off. I agreed that was a good deal and could afford the payment plan. The plan was $395 and $152.44 thereafter until paid. Once I paid the plan off I called to talk to customer service about my options. I was told that as soon as the plan was paid it expired as I was to make reservations during my last month of payments. They agreed to extend it with an "additional" charge if we could do that right away. I explained that my husband was injured at work and was preparing for a total hip replacement so he could not travel for a while. I spoke to a manager who agreed to extend the travel time. I have spoken with their customer service department a few times since as my husband has been on workers comp since his first hip replacement and had to have it redone last year in March. He was finally healed and able to go back to work this April. I called today to make plans for travel in the upcoming months and use our certificates that we paid for. They told me that they had expired and that I had lost the $3,390 that I had paid for travel. I asked where my money went and the representative ([redacted]) told me that she did not know but it was gone and I could not have my money back or use my travel. I don't understand how they can take someones money like that and not honor what was purchased. Is that even legal? I thought that there was no expiration date on something you paid cash for like that. I would either like them to honor the certificates I paid for or refund me in full. It has been 4 years now but the first 2 were paying the plan and the last 2 my husband has been forbidden to travel.Desired Settlement: A full refund or honor the full travel agreement at no additional charge.

Business

Response:

November 14, 2013

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 reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.

Our records reflect that Mrs. [redacted] purchased an RCI Registry Vacations Membership on September 29, 2009. The certificates on the membership expired September 29, 2011 and were valid for a period of eighteen (18) months to book prior to the expiration date. Mrs. [redacted] did not redeem her certificate(s) or use her benefits prior to the membership expiring.

Based on our findings we have determined that we will extend the certificates on the account for a period of thirty (30) days as a one-time courtesy due to the unforeseen circumstances. The certificates will expire on December 14, 2013.

Our agency has contacted Mrs. [redacted] and informed her of our decision and resolution. She has accepted our offer and understands that she is still bound by the original terms and conditions of the membership.

Mrs. [redacted] has been advised that she has thirty (30) days to apply the certificates to a cruise or resort vacation; however she does not need to complete travel by the expiration date. Her membership has been extended to December 15, 2013 to allow her the option of going on line and booking her desired travel.

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

I logged on to gov vacation rewards to order a plane ticket. When I put in my credit card information, a screen came up that said "payment error". Seeing that, I thought something was wrong with the card. I did not worry about it until a couple days later until I found a better flight time. I checked my bank, and I had been charged for the first ticket with no confirmation or anything.

I spoke with several different people and no one from that website would help me.

They did not reimburse or give back the amount that was charged to my card.

I do NOT recommend this site.

I was not spoke too in the right manner and I believe I was treated very unfairly.

I do plan to call Revdex.com about the situation.

Review: I recall being contact by a representative discussing a reactivation of a previous account I had with the company. Then I was told it could not be done another account would have to be opened, I listened as the representative stated it could be placed in my husband's name. I told her I would have to speak with my husband, the representative wanted to continue the process because of some special. She stated I could call her back the next day if there was a problem. I called the number provided the next day; however I received her voicemail and I left her a message stating my husband was not interested and she could call him herself if she desired and left his number. I never spoke with anyone from the company again, nor was I aware an open account continued, I never attempted to utilize any services. Several months later my husband discovered OVC had been taking monthly payments from his bank account, so he had to cancel his debit card. I spoke with [redacted] on 10/27/15 at approximately 12:50 central time at [redacted], because my husband contacted OVC to request a refund because he never authorized the payments. [redacted] told my husband he needed to file fraud charges on me if I was not listed on the account. I informed [redacted] what occurred when I spoke with the representative; however he was not concern that the representative opened the account despite the voicemail notification. I am sure representative calls and messages are taped, so I am sure the message was received. [redacted] expressed no concern that the representative completed a false sale rather he was only concern with being paid for a service we never utilized or were aware we were paying for. I requested that our name and number be completely removed from any further solicitation from any company associated with this company. If trickery is required to obtain customers the company is not worth trusting.Desired Settlement: Refund and an investigation into the sales representation and tactics of the company.

Review: Decided to cancel my account with Government Travel Rewards (part of ICE) after 3 business days (Oct.20,2015) and gathering information about the organization. My husband "qualifies" for this service as he is a 100% disabled Marine veteran. We have had an accident which totaled our car. We need to get a new one, and the $114.00/month (plus $12.00 fee) can be used for this expense.

I contacted the Florida office and spoke to a young man who forwarded my call to [redacted] supposedly my personal contact. Of course she never called back. I am in contact with my credit card company (a military card) 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!!!Desired Settlement: Cancel the monthly charges to my credit card and 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.

Review: On 2/3 at 7:29am I called [redacted] Vacation Direct Access customer service only to be given the run around for about 40 minutes or more. Everyone was pleasant until I informed them that I wanted to canel my vacation package, then the run around began.

First rep was [redacted] who informed me that the cancelation department was closed. She told me she would give me the direct number to the department with a direct extension, she placed me on hold then came back only to say she couldn't pull up the extension but she would leave a message for someone to call me. I advised her that I needed this matter handled today because I only had 5 days to cancel. She stated someone would call me in 24 hrs and it wouldn't be a problem because she was noting my account.

I decided to call back later about 11:10am after waiting on hold for about 30 minutes I advised [redacted] that I wanted to cancel my package and he advised me I had the wrong department and he would transfer me. After waiting another 15 minutes or so another rep named [redacted] or [redacted] (couldn't quit get his name) came on the line I told him I wanted to cancel my package and once again I was informed I had the wrong department .

Now it's 11:47am and Rick another rep answered and I informed him I wanted to cancel and his attitude was very unpleasant . I felt like like was being interrogated he asked well why do you want to cancel and I told him I didn't want the package it wasn't going to work for me, that should have been the end but he kept going and again he said well why, what's not gonna work, what changed from the time you purchased the package. Now I'm angry I told him I have A 5 day rescission per my purchase agreement and I want to cancel then once again with a sarcastic snobby attitude he said I need a reason. I told because I don't want it. He said well you'll have to hold while I submit the request to management. He placed me on hold then came back with more attitude and said you'll see your refund in about 24hrs. I asked for a confirmation number or something to prove this transaction was going to be done. He said well there nothing I can give you I have noted your account and submitted the paperwork .

This service is by far the worst experience especially when dealing with a big name like Sears. I expected more from them and, there customer service agents. Really disappointed. I will never buy anything from them ever again. If there are going to put there name out there and affiliate themselves with a travel agency they need to make sure the hire people that will represent them successfully.Desired Settlement: I just want my money back with no problems and a letter of apology.

Business

Response:

Re: Ophelia Boston Case # [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 [redacted] Vacations Membership on January 31, 2015. The cost of this membership was $1,999.00 with a down payment of $199.00 and thirty-six (36) monthly payments of $62.38 per month. According to our records, [redacted] called our agency on February 2, 2015 requesting to cancel her membership, as she had thought about it and felt it would not work for them. Unfortunately, our Customer Service department was not open at the time and [redacted] was told that she would receive a call back from one of the customer service agents. Shortly [redacted] called back and was transferred to the wrong department. We have reached out to [redacted] to certainly apologize for the confusion in getting her to the correct department to resolve her request. Based upon [redacted]’s request to no longer remain in the program, and that her original request was received within the rescission period, we have cancelled her membership effective February 4, 2015 and issued a refund of $199.00. The refund was issued to the credit card we have on file ending in xxxx—[redacted]. Please note the refunds 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. 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: A sales Associate called with an offer for a vacation package. She made claims that it was a better product for the money than I found, however, the main issue is I did not want to agree so that I could even look at it without having my husband with me to look and agree or disagree. She and two different managers promised that I could cancel within

10 days. I was given a number and extension to call to cancel. After going over it with my husband, we decided it was definitely not worth the money , so I called to cancel. Conveniently, I was sent to voicemail on both attempts where I left my name and number and asked that it be canceled. I have record on my phone bill of all three calls within the cancellation period. When I called disputing the charge, they said I never called to cancel which is simply false and I have proof otherwise. I have also filed an in-depth letter with the Revdex.com.Desired Settlement: Refund my credit card and stop contacting me.

Business

Response:

Re: [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. According to our records, Ms. [redacted] purchased an RCI Package on March 3, 2015. The cost of the package was $2,599.00 with a down payment of $259.00 and eighteen (18) monthly payments of $139.00. It is Ms. [redacted]’s claim that she purchased the package and during the sales process, she was advised by her sales agent and two managers that she could cancel within ten (10) days. Ms. [redacted] states she reviewed the package with her husband and determined the package would not fit their vacation needs, therefore, she contacted her agent and left messages stating she wanted to cancel. Ms. [redacted] also disputed the charges for $259.00 and 139.00 with her bank. Subsequently, the charge for $139.00 was charged back to our agency May 6, 2015. The charge for $259.00 was charged backed on the same date; however, it was reversed. In review of our records, we spoke with Ms. [redacted] on April 29, 2015 and advised her that we were unable to locate any calls to our agency regarding the cancellation of her package. Furthermore, there were no voicemails retrieved requesting the cancellation of her package within the rescission period. Based upon Mrs. [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective May 19, 2015 and a refund will be issued for $259.00. The refund will be issued back to the credit card we have on file ending in xxxx—3776. Please note that the refund can take approximately seven (7) to ten (10) business days to receive 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. Best Regards, [redacted] Resolution Specialist Office of the President

Review: I have had COUNTLESS problems with this so-called "company". They bring you in by promising a free cruise or resort vacation. ALL you have to do is listen to their presentation - you don't have to buy anything. After the presentation was over, there was no mention of how to collect your free gift. Instead, they take pair you up with a "sales rep" who tries to get you to commit to a contract. My Fiance and I liked the idea of this, but we felt pressured to buy and we weren't given a moment to discuss our options by ourselves. We signed the contract in October 2013 with $99.00 down. Finally, we received our "free" resorts/cruise gifts certificates but they made it seem like getting these gifts were contingent on purchasing a package. In February, we booked a hotel in Denver at their discounted rates, everything seemed to be fine.

But then, on March 3rd when I went to use one of our "free resort [redacted]" and book a weekend in Vegas over the 4th of July. Once I confirmed usage of my resort certificate and paid $42 in taxes, I received an email confirmation that said "At this time your request is being processed but is not yet guaranteed. We will send a status notification email within five business days." So I waited 5 days. No email/phone call to confirm my request. I called the given number after the 6th business day. Not only is there ALWAYS a "high volume of calls" when I call this company, once I finally do get through after waiting for 20 minutes, no one knew why it hadn't been confirmed yet, but they were working on it, so I waited.

On or around March 14th, I received a notification from my bank suspecting an unauthorized charge by [redacted] for $201.60. Thankfully my bank caught the charge before it actually went through. My bank wanted to know if I wanted to report it as fraudulent since I didn't authorize it. Before I did that, I wanted to talk to someone from [redacted] to see what the charge was for and to see if it was something that I actually needed to pay to book my Vegas vacation. After all the waiting games and being put on hold, no one knew what they are talking about and no one could tell me WHY my they tried charging my account (their staff is also very rude but that is beside the point). I would also ask for the manager/supervisor every time I got on the phone with someone. I would be placed on hold and no one would come back to the phone and the call would get disconnected after 20 minutes of waiting. For a week straight, I was on the phone with this company trying to get answers. I was passed back and forth from different departments. At one point, I had one person from the Sale Department and another person from the Finance Department on the line at the SAME TIME with me, and they were going back and forth arguing about who could tell me the answer - neither of them could. After battling this company for a few days, I went ahead and reported the charge as fraudulent (my bank also refunded the $42.00 charge since it was by the same company - I didn't request them to do this). Eventually, I was put in touch with [redacted] (I don't even know his title or what he actually does for the company) but he assured me that this would never happen again and that the charge of $201.60 must have just been an "electronic error" because "it happens sometimes".... He told me that he would be my direct contact from here on out and that if I needed anything, to contact him directly. By March 18th, my reservation for Vegas had finally been confirmed.

On March 22nd, I took a random trip to Vegas and tried booking a room last minute for that night at [redacted]. As I was making the reservation, I put my bank account information in and waited for my $231.00 payment to process. It eventually said "booking not confirmed" and the reservation was never made. I went straight to my bank account to check to see if they charged me anyway and SURE ENOUGH... the charge still went through. Luckily, I was able to contact my bank and they gave me a temporary credit for the amount [redacted] tried charging me. I contacted [redacted] the next morning to get the charge reversed and they informed me that the charge was only pending and it would come off by Monday.

At this point... I am fed up with [redacted]. I have had nothing but problems every time I try to do something with it. So about 2 or 3 weeks later, I called [redacted] and requested that he send me a copy of my contract. He made a BIG deal out of getting me my contract. He told me they had just recently changed management and it was going to take some time to talk to "upstairs" - as he kept referring to it - in order to send me a copy of the contract but he told me he would. After hearing nothing back from [redacted], I began calling him every day and leaving him voicemails (because he never answers his phone). On or around April 22nd, he finally called me back and asked for my fax number. I received a copy of my contract via fax on April 22nd. Unfortunately, it is illegible and cannot read what the terms and conditions are. So I STILL don't know what my contract says with [redacted].

On or around May 26th, I began calling [redacted] again to request that he email me a copy of the contract since I couldn't read the faxed version. I called him every day for a week (leaving voicemails) before he finally called me back and informed me that he no longer works for that department and that he now works from home (surprise surprise). He told me to contact [redacted] who had taken over his position. I called him on or around May 29th and requested that he email me a copy of my contract. He said he would "right away". I never received an email. I called [redacted] on June 2nd and 3rd and left voicemails reminding him of my request. Finally, [redacted] called me back today (June 3rd) and told me that my contract is in a storage facility so it may take some time to get it to me. Then he asked for the fax number [redacted] originally sent to see if he could retrieve a copy from their records.

Now I am waiting for him to email me my contract. I still have not received it.Desired Settlement: I want a full refund of the $1,051.81 I have already paid and I want out of the contract.

Business

Response:

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] pur[redacted]d a [redacted] Direct Access package on October 8, 2013. The cost was $4,999.00 with a down payment of $99.00 and thirty-six (36) monthly payments of $158.06.

A review of the file shows, that Mrs. [redacted] attended the presentation and pur[redacted]d a package as a result. As an incentive she was offered the free vacation stay for her attendance; however, the stay was not offered as a contingency of purchasing a vacation package. As normal business practice when a resort reservation is made it is processed through our inventory department and as a standard policy it can take up to five (5) days for the resort to be confirmed. It is not typical that a confirmation for a resort stay will exceed the noted timeframe; however, there have been instances when a stay has taken additional time to confirm.

Additionally, each time a payment is processed for a reservation the charge will reflect as a “pending” charge prior to the charge actually being processed, it appears this was what occurred in one of the instances with our agency. We make every effort to ensure that all payments are processed in a sufficient and timely manner.

Based upon Mrs. [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective June 6, 2014 and a refund was issued for $1,205.42. The refund was issued back to the credit card we have on file ending in xxxx—[redacted].

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

Best Regards, [redacted] Resolution Specialist Office of the President

Review: I signed a contract with this [redacted] on 05/24/2014 I called on Monday Memorial Day 05/26/2014 to cancel my membership. I got a call back on 05/29/2014 to go over “my account” but I was at work and I told agent she can call me after 4. Which I missed that call (Family Emergency) I figured she was calling to confirm my cancelation as the agent that I spoke to on Monday said I would be hearing back from them.

I called back on 06/02/2014 just to verify my cancelation to make sure they don’t withdraw funds 06/03/2014 as scheduled. After getting transferred 3 times The agent [redacted] said they received my cancelation and someone will get back with me, I also tried to fax paperwork to ###-###-#### and mailed to ATTN: cancellation Coordinator [redacted]. she put me on hold and transferred me to cancelations dept…I spoke with [redacted]..He said it didn’t matter of the 3 day, as He said that I have “10 days to cancel” it’s also noted on their website..and I gave “[redacted]” a Verbal on 05/26/2014. But he said I should be fine ..someone would contact me and go over the details of cancelation..However I got a call back saying they didn’t receive my cancelation on 05/26/2014 and they wouldn’t cancel my membership and they will withdrawal funds on 06/03/2014. The phone call was where recorded in their System when Oswaldo said I have 10 days. Since they couldn’t find cancelation by the 3day. I just want to cancel my membership at this point and get my refund. I will also be contacting the FCC. This is what their website states:

Term and Renewal of Subscription

• a. The Subscription, and the benefits afforded Subscribers, shall be provided to the Subscriber for the term of the Subscription purchased (as indicated on the Subscription enrollment form) and any renewal thereof, unless terminated under these Terms and Conditions or until the Subscriber elects to Opt-out.

• b. Subscribers may renew or upgrade their Subscription to by calling SV’s toll free telephone number at ###-###-####, or by visiting www.searsvacations.com. Upgraded Subscriptions may be offered complimentary with [redacted] purchases. Renewals will be accepted from those Subscribers who are current with all Subscription or [redacted] purchase payments and are in compliance with these Terms and Conditions.

• c. To cancel a Subscription, the Subscriber must call SV at ###-###-#### and must also provide SV with a written notice of cancellation to the following address within ten (10) days of purchase: Sears Vacations

Attn: Cancellation Coordinator [redacted] or by Facsimile transmission to ###-###-####. Cancellation requests received more than ten (10) days after purchase are not entitled to a refund. Any Vacation Cash and/or Certificates associated with the Direct Access Subscription will be extinguished upon cancellation.

Cordially, [redacted]Desired Settlement: Cancel my subscription & get a refund.

Business

Response:

Re: [redacted]

Dear Ms. [redacted]:

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

According to our records, Mrs. [redacted] purchased a Sears Vacations Direct Access Topaz Package on May 24, 2014. The price of the package was $1,999.00 with a down payment of $199.00 and thirty-six (36) monthly payments of $62.38. Mrs. [redacted] paid $100.00 toward the down payment with an agreement to pay the remaining $99.00 on June 3, 2014.

A review of the file shows on June 2, 2014 Mrs. [redacted] made contact with one of our agents and to discuss cancellation of the above referenced package but it was unclear that whether she intended to cancel the package. .

Based upon Mrs. [redacted]’s statements in her complaint, she did not desire to stay in the program and in the pursuit of client satisfaction, we have cancelled the package effective June 6, 2014 and a refund was refunded in the sum of $100.00. The refund was issued back to the credit card we have on file ending in xxxx—[redacted]; upon cancellation all benefits were forfeited and future payments have been cancelled. Please notice the refund can take approximately seven (7) to ten (10) business days to obtain 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: Firm initiated sales call and gave rough idea of program. When I pressed for details to verify claims, neither customer service rep or supervisor had substantive details but did provide a little more information and I decided to look at the package after given reassurance that I could cancel and knowing the affiliation with RCI. I contacted the CSR by e-mail after looking at the package and finding anomalies/differences from what I was told. Both the CSR and I reviewed the website and saw the same pricing mistakes, but the CSR could not explain. She tried to get a supervisor but all were busy and I was told one would call me back that night so I carried the phone all night and no call. The next morning I e-mailed the CSR to cancel and she said she'd get it over to the Customer Service Team around 1130 PM her e-mail response. She called the next day after I lodged a complaint with RCI (I'm not aware if she knew of the online complaint). I missed the call and called her back in 10 minutes and she politely answered and forwarded my call to customer service. After over 20 minutes on hold a man named [redacted] answer, got my phone # to look=up my account and then "dropped" the call (land line). I had direct customer service number so called back and waited on hold over 30 minutes before speaking to the next/different CSR and he asked me the reason for my call a interrupted me before I was finished. I did tell him I wanted to cancel and needed this in writing after I had seen their policy was a 0 day cancellation and no refunds after. He said we don't give written cancellations and someone would contact me in 1-2 days. I asked for a supervisor, waited on hold for about 5 minutes, and he came back on and said none were available. I explained that not getting a cancellation in writing given cancellation terms ad all the work to close a sale should get comparable customer service after the sale. It all seems very deceptive and made difficult to get people to give up and lose their right to cancel. I have notified this firm multiple times and to date have not received a simple e-mail to confirm my cancellation. If I continue to hear of these practices and do not receive a timely refund and cancellation notice, I will get this in front of the appropriate executive and/or judicial body to point out all the details as to these unfair practices, pretending to have a contract were there is not a meeting of the minds, and other consumer affair atrocities. Normally I highly respect RCI since I am a member, but this affiliate is out of control and bad news for consumers trying to complete understanding of what a purchase through RCI Cruiser really costs and what those charges represent.Desired Settlement: I want a full credit card refund, a written cancellation notice, an apology, and a promise to properly train staff to provide truthful and complete responses to consumers, for the verbal purchase to match the contract, the website to match the contract and for the website to not have more the price listed for the exact same cruise, room type, date, etc... Also, I would like a clear and simple cancellation policy in future consumer contracts and provided if asked up front from consumers and with the terms and conditions on the website and in the e-mail communications. The simple cancellation should not require more than 10 minutes time.

Business

Response:

Re: [redacted]

Complaint ID # [redacted]

Dear Ms. Oberdank:

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

We have reviewed the complaint received for Mr. [redacted] and have honored his request to cancel and refund his RCI Registry Vacations Package purchased on July 25, 2013.

The vacation package has been cancelled effective August 1, 2013. A refund in the amount of $99.00 was refunded back to the credit card on file ending xxxx—[redacted]. The refund was processed in one (1) transaction for the initial down payment.

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

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

Best Regards,

Customer Relations

I have done business with these folks through Sears Direct Access membership that we purchased in the amount of $4999.00. Just about every customer bill of rights has been breached. As a result, I have been charged for reservations that were never confirmed and/or secured. After, numerous conversations and a whole lot of time and grief, I have cancelled my membership and no refund in site. Infact, no return emails regarding status of refund. Customer beware! We now have made media contact in hopes that they be made public country wide so that others do not get caught off guard. I only wished I had looked them up prior to committing to this membership and encountering so much poor service.

Please don't use this company. Save your money and go to the MWR not Government Vacation Rewards. This company gave us the bait and switch. We paid $1,499 and they abandoned us at old hotel. Them told us it was our fault that we didn't check out the hotel, they go by the ratings only. If you're reading this and the same thing happened to you please file a complaint with the [redacted].

Review: I have been paying a fee which I should not be paying to this company who is fraudently representing Westgate Resorts who I do have an account with . I would like my money back and this company should be sited and removed.Desired Settlement: I would like my money back

Business

Response:

We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Ms. [redacted] purchased a Westgate Premium Extension on October 10, 2012. The cost of the extension was $2,499.00 with a down payment of $299.00 and sixteen (16) monthly payments of $146.50. The extension was paid in full as of February 15, 2014. It is Ms. [redacted]’s claim that she’s been paying a fee to our agency, who is fraudulently representing Westgate Resorts. Ms. [redacted] indicated she has an account with Westgate, however, she is requesting a refund of all monies paid to our agency. Based on our records, Ms. [redacted] spoke with one of our agents in the New Memberships Department on October 10, 2012. At the time of purchase Ms. [redacted] was advised of the benefits she would receive for purchasing our product/services. In addition, Ms. [redacted] completed a sales validation at which time the benefits were reviewed with her and she provided her credit card and authorized our agency to charge said card the monthly payments. Upon review Ms. [redacted] made her payments each month on time from the period of November 14, 2012 through February 15, 2014, our agency was never advised of any concerns surrounding the purchase. Furthermore, Ms. [redacted] had access to the website for new members where she had an opportunity to further review the details of the program and the terms and conditions for cancellation. Upon review of the website Ms. [redacted] would have examined the rescission period, which was ten (10) days from the date of purchase to receive a full refund. At this time Ms. [redacted] is past the rescission period and we are unable to honor her request for a refund. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am unhappy with their response because they are a fraudulent company. According to Westgate they have no affiliation with this company. What this company claims to have offered they do not offer. I called them last week to try to book a cruise with the program they offered because that's what they advertise and I was on the phone for over an hour being transferred to different people. Then I had to be called back because their system claimed to be down. When I gave them my Information, my name and contact # , they had no knowledge of me or my account. Yet they know me when they were taking money out of my account. I called OVC on 4/9/15 @ 10:09am spoke with [redacted]. He said he was not affiliated with the cruise program and was not affiliated with Westgate. Gave me # ###-###-####@ 10:15 I called . This was called Our Vacation Center where I spoke to [redacted] who gave me my RCI # which was the same as my Westgate # which was a little confusing. She said she knew nothing of the program I was referring to .She then switched me to another person. I then spoke to [redacted] ext#[redacted] . When I tried to explain the program. [redacted]s response was " We do not get involved with packages or programs that are sold to you ". He then asked me if I had any active certificates. I asked him how do I get a certificate. His response " we don't discuss any programs or certificates" .He then put me on hold and came back I said he could not book anything for me because I didn't have any points. I don't know what points he was referring to. He then transferred me and I spoke to [redacted] @ 10:38 am Ext [redacted] @ Government Vacation Rewards. I explained I have been transferred back n forth and I'm only trying to book a cruise. I was then transferred to Hector @ 10:46am . Hector said he couldn't give me any information and the system was down and that was the reason why I was transferred all over the place. He took my name and # and said he would call me back in an hour. He called back 2 hours later saying he could try to find me a cruise but it would cost more then what I said the program called for. What exactly does this company offer and what was the reason they charged me over $2000 ??? Are they really affiliated with Westgate. Someone isn't telling the truth .Regards,[redacted]

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.We have reviewed the additional information provided by Ms. [redacted] and upon further review, it appears Ms. [redacted]’s account is currently expired. The account expired on October 10, 2014 and all applicable vacation certificates have expired on the account as well.We apologize for any inconvenience Ms. [redacted] has encountered when trying to book a cruise vacation through our agency. We have taken her feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided.Unfortunately, our position remains the same on this matter and no refund will be issued. Our decision is based in part on the fact that Ms. [redacted] is past the rescission period and she had an opportunity to review the terms and conditions regarding the cancellation policy.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

Review: On 6-26-13 purchased resort stay in Texas; was due to arrive on 7-12-13@ 4:00 pm. On 7-11-13 I was in a tragic accident that prevented me from getting to the resort due to terrible bodily injuries. I do have an accident report proving this. Call ice on next day7-12 but they were closed to let them know what had taken place. Called again on 7-13 spoke with [redacted] who said all managers were in a meeting and were not available. said she would contact by email and get manager to call no on ever did. Called on 7-14 spoke to representative, who was very argumentative and would not let me speak to a manager. Asked representative if I could get another resort in Little Rock, so that I could at least resume my vacation at another time, was told they could not do that nor would they refund any money. I have never been so inhumanly treated in all of my dealings with companies. After this I called again and didn't get anywhere with the representative. I wish I had never booked with them. I don't think its fair of them to have put me through the extra stress, take my money and not at least try to resolve this an a business like manner. they were very insensitive to my plight and was gonna force me to drive up to texas in spite of my situation and injuries. Now I have to recover from my injuries and have ice take my money...adding insult to injury..Desired Settlement: I would prefer a refund, or credit so that I can visit another resort.

Business

Response:

July 24, 2013

Samantha Oberdank

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

[email protected]

Re: [redacted] Complaint ID # [redacted]

Dear Ms. Oberdank:

We would like to thank you for bringing Mrs. [redacted]’ correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have researched and documented our findings and we would like to provide you with additional details surrounding this matter.

We have conducted additional research into this matter and note that Mrs. [redacted] booked a resort stay at The Shores at Lake Travis in Lago Vista, Texas on June 26, 2013. The date of check in was for July 12, 2013 through July 19, 2013. The total coast of the resort stay was for $199.00.

Based on the information researched for the complaint and the circumstances referenced; we have determined that we will honor Mrs. [redacted] request for a refund. A refund will be issued in the form of a check. We will send the check to the following address:

Please be advised that it may take up to seven (7) to ten (10) business days for the check to be processed and mailed. The refund will be sent via regular mail.

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

Best Regards,

Resolutions Specialist

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.

Ms. [redacted], thanks for your assistance in this matter. My complaint # is [redacted]. The address they sent the check to is [redacted], this is no longer a valid address. The address that they should send the check is: [redacted]. If there are anymore questions my contact number is [redacted].

Sincerely

Mrs. [redacted]

Regards,

Review: I work for the United States Government and work overseas. I have a [redacted] phone number and this company keeps on calling me at all hours of the night regardless of my requests to put me on their do not call list. This company is associated with the Government Vacation Rewards website and phone #8[redacted]. Please have them remove my telephone and contact information from their databases. I would like to get a night's sleep without interruptions from their sales personnel.Desired Settlement: To have them stop calling me.

Business

Response:

[redacted]

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

Re: [redacted]

Complaint ID # [redacted]

Dear Ms. [redacted]:

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

We have researched this matter further and have found the following:

We have located a Government Vacation Rewards Membership in our records for Mr[redacted]. We have made a request to have the below listed email(s) and phone numbers removed from our databases:

Phone Number: ###-###-####

Email Address: [redacted]

Email Address: [redacted]

Please understand that it may take thirty (30) days for the phone numbers and email(s) to be removed completely from our system. During the removal period there is the possibility that Mr. [redacted] will receive intermittent calls from our agency until the removal is complete.

We will make every effort to get the information removed from our system as quickly as possible to eliminate any future calls from our agency

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

Best Regards,

Resolution Specialist

Office of the President

Review: Customer Service and Delivery Issues: I booked a Vacation Package previously through RCI Travel at [redacted] I had a certificate to redeem for a 3-7 night resort or hotel stay. I booked this on Jan. 26, 2016 for 3 nights at the [redacted], New Orleans. My response/email stated that I would receive notification within 5 business days. I received none. During the last 2 weeks I called numerous times and was told my reservation was there and that RCI reserves a certain number of rooms. Each time I was called the employees lied to me and said we just had to wait a little longer for confirmation. The hotel told me direct that rooms were available. Two weeks went by and I asked for Sharon, the manager (same phone no. 866-881-6534) who told me that the room was not available after all and that I should make my own reservations. I did that but the hotel costs have gone up considerably. She also told me that I would receive a refund of $99 plus $128 fees for this reservation. I asked for the Scottsdale address and found out this is called ICE Enterprises (never heard of it) and then I researched this company

through Revdex.com. I am with RCI Platinum and I noticed this is listed under

ICE Gallery. Also I was not told that RCI Travel is actually International Cruise and Excursion Gallery.Desired Settlement: In additon to the refund, I would like my 3-7 night resort stay returned to me with instructions on redeeming it without all these problems.

I would not be able to use it this year because now I had to pay with my own money for New Orleans but I could use it at a future time.

Business

Response:

February 18, 2016

Re: [redacted] # [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.

Our records indicate that Ms. [redacted] purchased an RCI Vacation Package on April 25, 2013. The cost of the package was $1,699.00 with a down payment of $99.00, followed by twelve (12) monthly payments of $142.33. Ms. [redacted] did book her cruise to Alaska on April 30, 2014; however, the resort certificate expired and Ms. [redacted] was able to extend the booking date by paying the extension fee of $99.00 on January 13, 2016.

Our records indicate that Ms. [redacted] booked a resort stay at The [redacted] for a check in date of April 9, 2016. Unfortunately, there was a longer than normal time frame getting notification that the booking was not confirmed as the date selected was not available. All funds associated with this booking have been returned to Ms. [redacted]

Our travel department has reached out to Ms. [redacted] and re-booked her into The [redacted] to her satisfaction. As compensation for her inconvenience, and in the interest of customer satisfaction, we have also refunded her the $99.00 extension fee.

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

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Consumer

Response:

Regarding the response from ICE Enterprises, I accept part of it. I appreciate the refund of the monies I paid for the reservation that ICE could not fulfill and the reinstatement of the resort certificate. The part that I do not accept is that I was rebooked into [redacted] which I was not. An agent from Our Vacation Center which works with ICE called me. I was willing to look into another hotel as long as there is a cancellation clause if needed but nothing materialized. One of the problems with Our Vacation Center is that I cannot call and talk with an agent who contacted me. They don't give extension numbers. I have to send an email stating when I will be home. In addition I have another reservation through RCI Our Vacation Center ICE for Oak and Spruce Resort beginning June 5. I was told that I will not receive confirmation and that the resort will not receive the reservation until 2 weeks prior to June 5. I do not understand this whole process and I do not want to be told again later that the resort is not available. It is difficult to plan when all is so vague.[redacted]

Business

Response:

February 18, 2016

Re: [redacted] Case # [redacted]

Dear Sir / Madam:

We would like to thank you for bringing Ms. K[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.

Aldo, our agent who has been working with Ms. [redacted] via email regarding her re-booking of her resort, has indicated that Ms. [redacted] is not ready to make any decision in regards to her booking request. Ms. [redacted] has Aldo’s direct email address and will email him when she is ready to move forward with her booking.

Ms. [redacted] has received a receipt and confirmation for the June 5, 2016 reservation at the Silverleaf Oak ‘n Spruce Resort. Our company booked this stay through RCI, as it is an RCI property, and RCI will send the necessary paperwork to the resort, typically ten (10) to fourteen (14) days prior to check in. We have no control over this aspect of the booking process.

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

Review: I am a lifetime member on this company for which I paid over $2000. On the first week of May, I made a reservation for a week vacation to [redacted], VA. The company has an online feature that lets you both search and book vacations online which I used to book this vacation. I received a "free" week vacation as a gift when I purchased the membership which I could use to book any vacation on the site. I exchanged the week and the total of $61.00 was due to complete the booking. I made the payment of that amount with my credit card. I saved a picture of the confirmation showing the charges of $61 and the booking# since I could not print it. I was supposed to received a receipt once the company could confirm that the week was still available at the resort. On May 19th, I was checking my credit card statement and noticed an additional charge of $77.70 from Platinum Rewards made without my knowledge. I called that same day to inquire about the charge and was told that there were extra charges that were written on the "more details" link online. The charge was supposed to cover the extra travelers since the rate was based only on 2 people. I was sent the receipt with the clause with that statement. However, the clause also stated that children under 17 years of age are complimentary to the booking. My extra travelers are my children who are both under 17. When I called to ask for a refund for the additional charge, I was told that it could not be done because I did not provide their ages at the time of the booking. I explained to the representative that the booking page not only does not ask for the ages of the travelers, but does even have any field to provide that information.

The information asked is the amount of children traveling, and when the number of children is provided, 2 fields for the name and last name of the travelers appear. A field of the age is non existent. (I saved a picture of the page for your records if needed). The answer received was that I was not suppose to make the reservation online, but call the company so that a representative could ask me for that information and avoid the charge. I advise them that as customer, I should not be penalized for the incorrect or incomplete setup of the company's webpage and the lacking of information that the page does not ask for. I asked again for the refund, but they refused to, stating that the charge was non refundable and it came from the resort itself. I called the resort, [redacted] in Virginia, and received the information that all charges are decided and collected directly by and for Platinum Rewards. They are only provided with the name of the person who booked the room not with the complete list of travelers. I also have a copy of Platinum receipt which does not include the names of the travelers either, only the name of the member who booked the vacation.

I have given them several opportunities to resolve this situation, but they have refused to refund the extra amount charged without my authorization and just told me that it is non refundable.Desired Settlement: I would like Platinum Rewards/Intl Excursions to refund the additional amount of $77.70 for the additional charges collected after the reservation was done.

Business

Response:

Re: [redacted] We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, on August 26, 2013, Ms. [redacted] purchased an ICE Platinum Upgrade for her membership. The cost of that upgrade was $2,999.00, with a down payment of $299.00, followed by eighteen (18) monthly payments of $159.00. Our records indicate that on May 11, 2015, Ms. [redacted] made a reservation at the [redacted] for 7 days. Ms. [redacted] booked this reservation using our on line platform. Unfortunately Ms. [redacted] failed to review the Essential Information that is clearly posted on the web site. The Essential Information contains the following: Essential Information: Pricing displayed based on 2 Adults. Additional persons will be charged $5.00 + tax per person per night. Final Receipt will reflect total charges based on occupancy booked. •Children 17 and younger are complimentary using existing bedding when sharing room with adult. Names and ages of children must be included on reservation to avoid paying the additional person charge. According to the complaint filed by Ms. Paulino, she was traveling with her husband and two (2) children under the age of 17. Consequently, she was charged appropriately. However, in the interest of customer satisfaction, we have refunded the total amount of $77.70 to Ms. [redacted] credit card ending in XXXX – [redacted] that was used for the original charges. Please allow seven (7) to ten (10) days for the refund to post, depending upon the 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: Purchased air travel with Government Vacation rewards (GVR) for travel on 11/8/2015, airline made modifications to flight, could not travel. GVR told me I needed to cancel flight with [redacted] on 10/8/2015, I did, and [redacted] refunded the money back to them 11/1/2015. [redacted] confirmed payment and encashment date to GVR at this time. I called for a status on refund, 30 days after I canceled flight, they verified with airline and they told me they would credit my military star account $1,832.87, as of 12/22/2015 the refund still has not been processed, and the operator today told me on the phone they have not processed the refund, and will do so. So for the past 80 days they have been holding onto my refund and will not process it. I have spent over two hours on the phone each time I have called to inquire about my refund, and I seem to be getting the run around each time. Now I am told, they will call me with an update on December 24 (Merry Christmas!!). Can you please help me get my refund back?Desired Settlement: I want my $1,832.87 refunded back to my military star card as promised.

Business

Response:

Tell us why here...Re: [redacted]

Dear Sir / 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 flights through our agency on [redacted] Airlines departing November 8, 2015 and returning November 15, 2015. The cost of the flights were $1,832.87.

It is Mrs. [redacted] claim that she booked the flights through our agency, however, significant modification were made to the reservation by the airlines, which resulted in her not being able to travel on the flights. Subsequently, the flights were cancelled and a refund was issued for the cost of the flights. Mrs. [redacted] asserts that thirty days following the cancellation she had not received the refund. She has requested to have the funds credit back to her Military Star Card.

Upon review, it appears on November 30, 2015, our agent M. Barajas attempted to refund charge through our refund system, but the system gave an error response and the account was not credited. When the member called in again on December 22, 2015, the error had been detected and at that time it was reported to the Finance Department. Our agents worked with the Finance Department, and the refund for $1,832.87 was successfully processed on December 27, 2015 to Mrs. [redacted] military star card. The refund can take approximately seven (7) to ten (10) business days to be credited to the 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,

Shannon P[redacted]

Resolution Specialist

Office of the President

Review: I subscribed to OVC (GovvacationRewards) on Friday, June 12, 2015. After review, I decided to cancel my membership. I called on Saturday, June 13, 2015, but the office was closed. A message was entered into the system for the Sales Representative, [redacted], to call me back Monday morning regarding this matter. I did not receive a phone call from him; therefore, I called back on Monday June 15, 2015, to cancel my membership again. I was transferred to Mr. [redacted], and I informed him that I wanted to cancel my membership. He continued to try to convince me to keep the membership. After going back and forth with him, I informed him that I was unhappy with the service and wanted to cancel the membership. He stated that I had to speak to his supervisor in order the cancel my membership. I left a message for the supervisor, [redacted] (**). Mr. [redacted] stated that his supervisor would call me back in about twenty minutes. I still have not received a call from his supervisor. I feel this company is using unethical tactics to prevent me from cancelling my membership and refunding my account.Desired Settlement: Cancellation of membership and refund.

Business

Response:

Re: Junie [redacted] Case # [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 that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on June 12, 2015, the cost of this upgrade was $1,499.00. Ms. [redacted] elected to pay in full on the date of purchase. Based upon Ms. [redacted] request, made within the ten (10) day rescission period, to no longer remain in the program, we have cancelled her membership upgrade effective June 19, 2015, and issued a full refund in the amount of $1499.00. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: I am a veteran on the [redacted]. On January 22, 2015,I received a called from [redacted].During this conversation we discussed the benefits I currently had as a MWR member.We discussed various things during this conversation. We discuss the advantage of upgrading from my current benefit to a better benefit package. I eventually agreed to the upgraded package. The cost of this package was $1499 (GVR Select Access 2 year) with an annual renewal fee of $29.00. I gave himauthorization to charge my credit card for $99.00 for the initial deposit. He also told me that he was giveme a three/four day cruise as a gift.He told me that I would receive an email within 72 hours for the cruise.During this conversation [redacted] told me that I would be assigned a concierge who would personally attend to all of my vacation needs. He gave me the [redacted] number and direct extension ([redacted]) if I had questions or concerns. I explained to [redacted] that I was planning to attend a destination wedding in the [redacted] in September.I told him that the travel agency my niece was using had given me a quote of $753.00 for the entire trip from [redacted] (airfare, stay, meals, drinks, and transportation to and from the airport). He assured me your company could provide me with an all-inclusive fee (airfare, stay,meals) for my trip that would be cheaper than the price I was previously quoted.A few days later I called your company to inquire about the free cruise I was promised. The gentleman I spoke to told me that he could not find my recent upgrade in the system because it was so new.He also said that he could not see the cruise information that I was inquiring about.I called again on January 30 and spoke with a [redacted]. I explained to her the situation about the upcoming trip to the [redacted] informed me that your company does not offer a concierge nor do your company off an all-inclusive package. She told me that she could give me the cost of the airfare from [redacted] to the [redacted]. The price she quoted for the airfare alone was $710.00 from [redacted]. I told her that this was a destination wedding with more than 30people attending. She told me that your company does offer a group rate for a group that size. She told me that she would have another person contact me the following day with the group rate. I did not receive a call from anyone about the group rate. I called again on yesterday,February 6,2015 and I spoke with [redacted]. I explained to him all that had transpired since my initial contact with [redacted]. He apologized for the incorrect information I was given by [redacted] and for the lack offollow through by [redacted] and the other person,Ithink her name was Carol. Iasked if I could just be refunded the $99.00 Ipaid initially and cancel this contract. After he spoke with someone else,he came back and said that he could not refund me the money back but he started offering me things I did not want. He became a little frustrated with me and started talking over me. Ihad to ask him several times to stop speaking so Icould finish what I wanted to say.I asked to speak with a supervisor at that time. Shareily came on the line. She identified herself as one of the supervisors in your company. Once again,Ihad to tell her what had happened to me by employeesof your company. Apologies were given by her and she tried to appease me. She offered to reduce myairfare by $200.00.I explained to her that the other travel agent was getting the entire trip for less than what your company was offering for just the airfare alone.I again asked to have my $99.00 refunded. She checked and came back and stated that she could not return the money because the ten days had elapsed. I asked her how the ten days were calculated and at first she said they were business days. I told her that if they were business days then those days had not elapsed. She changed her mind and said that they were calendar days. I explained to her that Idid receive the letter until February 2,2015.As you can see from the post date on the envelope,this letter was not sent from [redacted] until January27, 2015.She stated that the ten days started from January 22,2015,the date of the purchase.It's hard to cancel a contract when you have not officially receive it to review it. My intention was not the cancel the contract,Ipurchased it with the full intention to enjoy the upgraded benefits that Ihad believed would benefit me and my family.Desired Settlement: [redacted],I feel that I was misled by the employees of your company and Ithink that Ishould be refunded the $99.00 Imade in good faith. According to the information cited on your company's website,your company is trying to make vacationing affordable for the military community. How can the employees of your company really do that if they are providing false/misleading information to the military community?I'm sending a copy of this letter and all of the information I've received from your company to the Revdex.com of my state and your state. I'm also sending this information the Consumer Affairs office in both states as well.

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 Government Vacations Rewards Select Access extension on January 22, 2015. The cost of the extension was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78. Based on [redacted] inquiry she indicated that she purchased the extension and agreed to the down payment and the monthly payments associated with the program. During the initial sales call she stated she was advised that she would have a personal concierge who would assist with her vacation needs and she would be able to receive all-inclusive benefits, to include airfare, stay, and meals. In review, [redacted] made contact with our agency to take advantage of the program benefits and to utilize the assistance of a concierge and to inquire about booking a cruise vacation. She spoke with an agent who advised her that our agency does not offer personal concierge service and quoted her a price for airfare that was much higher than what was discussed at the time of purchase. [redacted] states she informed the agent that the vacation she was intending to book was for approx. 30 people. She was advised our agency offered the option of doing group bookings and she would have someone follow up with her the following day. Subsequently, [redacted] did not receive a call with information about the group rate. [redacted] also indicated that she contacted our agency to cancel the extension and was informed that a refund could not be issued. Based upon [redacted] statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the extension effective February 05, 2015 and a refund was issued for $99.00. The refund was issued back to the credit card we have on file ending in xxxx—[redacted]. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution [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