International Cruise & Excursion Gallery, Inc.

Review: On March 28, 2014, I received a call from [redacted] , a DBA of International. They were marketing a plan to enhance the benefits of a program I received from [redacted] with a free two year membership. I was looking into booking a River Cruise in Europe at the time and one of the added benefits was a free cruise for 2. I thoroughly questioned the sales representative about the eligibility of the river cruise for this benefit. The Sales Representative explained that the River Cruise was eligible and could be applied to the lowest priced cabin on the cruise. He also explained we could upgrade to a higher priced cabin by simply paying the difference between the upgrade and the lowest priced cabin. After the sales representative confirmed the eligibility of the free cruise and explained the other benefits which were of no real benefit to me, I agreed to purchase the Service for a total price of $2,999.00. The sales person transferred the call to a second verification Manager who stated the call was being recorded for Quality Control purposes. Again, I thoroughly questioned the Quality Control Manager about the eligibility of the River Cruise and was again assured the River Cruise was eligible as stated by the Sales Representative. I completed the purchase and within the next two weeks booked the River Cruise through [redacted]. After Booking the Cruise I requested credit for the lowest priced cabin as purchased 2 weeks earlier. I was then informed by the [redacted] travel agent, [redacted], that the cruise was restricted to the Ocean Cruises and carried a maximum value of only $700.00. I immediately called the Sales representative of the extended Membership program and his only response was " surely you did not believe you could get a $6000.00 cruise when you only paid $3000.00 for the membership". As a consumer, I had no idea what arrangements were made between the Travel Agency and the Cruise Line. I then asked for him to have a Supervisor review the Quality Control tape recording confirming verification the River Cruise was eligible for a free River Cruise for 2 and that the Cruise could be upgraded by paying the difference. I asked that a Supervisor call me after reviewing the tape or issue credit to my invoice. The Supervisor did call and left one message. I have since returned his call a total of three times and have not received a return phone call.Desired Settlement: I simply want the credit of the cost of the lowest cabin category for two persons, to the invoice for my booked cruise as promised by purchasing the extended membership.

Business

Response:

Re: [redacted]

Dear Sir or Madam:

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

According to our records, [redacted] purchased a [redacted] membership upgrade on March 28, 2014 for $2,999.00 with a down payment of $649.00 and four (4) monthly payments of $587.50. Within two-weeks of purchase [redacted] booked a cruise reservation with [redacted] traveling August 8, 2014 on a river cruise to Europe / Russia utilizing the [redacted] dollars he received on his account.

In review [redacted] was advised at the time of purchase he could use his cruise certificate to book a river cruise; however, there would be an additional cost to upgrade to a higher cabin. It appears [redacted] booked the cruise reservation and intended to apply his certificate and [redacted] dollars to the reservation, but was advised by his booking agent [redacted] that his cruise certificate held a value of $700.00. Due to the advisement [redacted] did not use his cruise certificate and applied only his [redacted] dollars to the booking for a discount of $2,139.00.

Our records reflect the total cost for the cruise prior to the application of the [redacted] dollars was $10,017.02. As [redacted] opted to apply his [redacted] dollars in the amount of $2,139.00 the cost of the cruise subsequently cost [redacted] $7,878.02.

Based on our findings we are going to reimburse [redacted] the $2,139.00 in [redacted] dollars that were applied to has cruise booking and add his $750.00 cruise certificate to the reservation. After all adjustments have been made [redacted] will have received a total discount of $2,889.00.

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

Best Regards,

Resolution Specialist

Office of the President

Consumer

Response:

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

How was the amount of $750.00 credit determined? The lowest priced cabin on this cruise was over $3,000.00 per person and the credit should have been for two persons. When the package was sold there was no mention of a $750.00 cap on the cruise. Please request they provide a copy of the recording of the conversation with the sales rep, [redacted]. This will confirm the fact there was no mention of a cap and the fact River cruises were included as eligible for the program. This should be very simply. Provide the recording and stand behind what the Sales person stated.

Regards,

Business

Response:

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

After further review, this is to clarify that the $750.00 is not a credit, but the value of the cruise certificate. As requested in the original inquiry we credited the account the $2,139 in [redacted] dollars and applied the $750.00 cruise certificate to the cruise bookings to ensure the lowest cost was being paid for the reservation.

The value of the certificate is determined by the cost of the package that is being purchased. The certificate value is not a cap on the cruise, but rather the amount that is taken off the cruise as a discount when applied. In the interest of customer satisfaction we have made the appropriate adjustments on the account and applied the cruise certificate to the [redacted]’s upcoming cruise reservation.

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: After purchasing an upgrade on my standard membership with [redacted], I promptly requested, via telephone, to cancel my upgrade and have my down-payment refunded to me, and was assured that my cancellation and refund would be processed. Since my request was within the first 10-days of purchase, I was assured that I would be refunded the down-payment I remitted within 4-6 weeks. Approximately 30-days from the day of purchase, I was charged a monthly subscription fee, as if I had not cancelled my subscription.

I have, again, contacted [redacted] (04/09/2014), via telephone, and have requested to have my subscription cancelled and a full refund issued.Desired Settlement: Per the businesses established Terms & Conditions (T&C : Subscription:Term,Renewal,Expiration,Cancellation para. (c)):

"c) Subscribers can call [redacted] to renew their Subscription and get special promotional multiyear

rates with access to additional benefits. Subscribers renewing their Subscription or purchasing a

promotional multi-year Subscription will have ten (10) business days from the purchase date to get a

full refund. To receive a refund, canceling Subscribers must write [redacted]) or call [redacted]. Cancellation requests

received later that ten (10) business days after the purchase date will not be honored."

It is my desire to have all monies charged to my credit card on file refunded to me within 7-10 business days.

Business

Response:

[redacted]

Revdex.com

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] Select Access membership on March 8, 2014. The cost of the package was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00.

Per the terms and conditions it establishes that subscribers purchasing a promotional multi-year subscription will have ten (10) business days from the purchase date to get a full refund. In Mr. [redacted]’s case he purchased a multi-year membership and contacted our agency within the specified rescission period and requested to cancel.

Based upon Mr. [redacted]’s statements he did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective April 11, 2014 and a refund will be issued for $458.00. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted] in two (2) separate transactions; $299.00 and $159.00. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with.

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

Best Regards,

Resolution Specialist

Office of the President

Review: Please refer to [redacted] case complaint # as I was told from initial [redacted] company complaint to refer to your company instead since you are the ones responsible ([redacted] Cruise and Travel) to issue this complaint to...[redacted] Complaint Case# [redacted] (Ref#[redacted])Desired Settlement: Please refer to initial complaint [redacted] Complaint Case# [redacted] (Ref#[redacted])

Consumer

Response:

[redacted]:

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.

To whom it may concern,

My family and I took a vacation this summer and I purchased the motel rooms for everyone to stay in, I tried booking through Government Vacation Rewards as I was booking the prices they had on the site were 3 times as much as the prices per room directly from the motel, I did some research and found that on Bookings.com the same rooms were also 3 times cheaper, I called Government Vacation Rewards because they have a lowest price guarantee but after spending nearly an hour on the phone with them they told me that the package had to be exactly the same or they didn't have to offer the lower price, the [redacted] had a breakfast included. They then informed me that if I spent $2500 on their select package I would receive the lower price. I also pointed out to them that the hotel had the exact package but when they researched it they came back with another reason why their $375 per night room compared to $130 directly from the motel was a far better room, (smoking, nonsmoking)
I wanted use my Military Star Card because the interest rate is so low, so I bought the rooms at the ridicules amount.
I also wanted to rent a car for my son and tried renting it through the Government Rewards but when I tried booking it I was forced to call only to get the run around why the price of the rental went up 3 times higher in just minutes but if I purchased the Select Package I could get the lower rate, then the customer service rep that I was talking to assured me that it was a great deal because she was a 6 yr retired vet and had purchased the package also, the problem with that is you have to be in the military for 20 yrs to get retired status, she was most surely using (falsely) being in the military as a sells tactic.

Review: I recieve an advertisement back in August. I called and enrolled in their program and was never told about the 10 days cancellation nor that it was a contract. I agreed to pay $99.00 on or around 8/16/13. Cause the sales person said that the offer would expire and really made it sound real good offer and since I live on a budget and I wanted to take my family on a good vacation , I agreed. But when 8/16/13 came I did not have enough money to cover pmt and so I thought it would cancell. I usually dont check my statements and and when I check on 9/20/13 I saw that they been trying to get the money out since 8/16/13 and since I had 100.00 on the account, they took out money out. I called SEARS VACATION and spoke to a lady and ask why were they still trying to get money and that I wanted to cancel and get a refund. She said that would not be a problem and that her supervisor was with a another customer and he would calle me back. 10 minutes later I get a call from sales person stating that I could not cancel and that I was in a contract and he had it recorded and kept insisting for me to say that I had agreed to contract and he would play recording. I kept asking for manager and he would keep interupting and saying that he had recorded. I ask him for a manager to call me back and hung up.Desired Settlement: I would like for company to fully disclose all information , especially that you going into a contract and only have 10 days to cancel servise.

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 the information provided in the complaint and have found the following: Mr. [redacted] purchased a Sears Vacations Elite Package on August 20, 2013. The cost of the package was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 until the package was paid in full.

A recorded sales validation was completed by [redacted] at which time she reviewed with Mr. [redacted] his payment options. Mr. [redacted] opted to pay the initial down payment and agreed to make monthly payments on the package until paid in full. Upon final review of the package benefits Mr. [redacted] was provided his username and password to access mypaymentmanger. This site allows the customer to review their balance, make payments, adjust their payment date, and update their credit card information when applicable.

Additionally, Mr. [redacted] was advised that he can access the rewards website at www.searsvacations.com where he can view all of his benefits in detail along with the terms and conditions of the package. To date our records indicate that Mr. [redacted] has not reviewed said website since his purchase on August 20, 2013.

Based on information provided in a recorded call to his Account Manager, [redacted], on September 23, 2013; we understand that Mr. [redacted] has experienced some financial difficulties and is unable to make the monthly payments. In efforts to resolve this matter and eliminate any future financial hardships for Mr. [redacted] we will cancel the vacation package, however, there will be no refund issued for the $99.00 down payment. All future payments will be ceased upon cancellation and all benefits associated with the aforementioned package will be forfeited.

Our decision is based on the facts reviewed during the recorded sales validation. Mr. [redacted] was provided the website where the terms and conditions could be reviewed. Upon accessing the website he would have been able to view the terms and conditions which state that there is a ten (10) day rescission period and cancellation requests for a full refund need to be made in writing or by calling our agency prior to the expiration of the rescission period. We will cancel the vacation package effective September 27, 2013 and there will be no further financial obligations between Mr. [redacted] and 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

I thought I purchased lifetime membership in my [redacted] timeshare but what I actually purchased for $1,499 was more vacations. I didn't realize this until [redacted] asked me to renew my membership. By that time the 10 day cancellation policy lapsed. I never received a package as promised so I could not review the product. I did call them (it took me many phone calls to get to the right department) but I will not be getting a refund. Don't let their pushy sales people sell you this product unless you have lots of time and lots of money.

Review: They promise a lot of things but then when it's time to use their services, the story changes. I had talked to seven different people there on one day. Many times I tried to get what they promised initially. After a couple of weeks of veery stressful relations and still no satisfaction, I cancelled my account. They have given me zero service and have $650 of mine. I wrote them and requested a full refund. Today they are attempting to withdraw more money from my account. I gave them 3 weeks and have received nothing.Desired Settlement: $650 refund.

Business

Response:

March 23, 2016

Re: Marieta W[redacted]

Dear Sir / Madam:

We would like to thank you for bringing Ms. W[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. W[redacted] purchased a Government Vacation Rewards Select Access Membership on December 30, 2015. The cost of the membership was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $165.00.

It is the claim of Ms. W[redacted] that she spoke to several representatives trying to obtain the benefits that were promised to her, however, when attempting to use the service the information she was provided at the time of purchase changed. She indicated that after having the membership for a couple of weeks, she consequently had not received any satisfaction. As a result she contacted our agency and requested to cancel the membership and receive a full refund.

Based upon Ms. W[redacted] statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 22, 2016 and a refund was issued for $799.00. The refund includes the deposit of $299.00, three (3) monthly payments at $150.00 and one payment (1) at $50.00. All refunds were issued back to the credit card we have on file ending in xxxx—6390. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Ms. W[redacted] banks with and will be processed in separate transactions.

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

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,

Marieta W[redacted]

Review: I was contacted by a UVC Lifestyle Collections representative Zach on 11-10-2015. He provided a sales pitch for a Premium or Premiere upgrade to the 2 year free trial of UVC Lifestyle Collection awarded to us by the Unlimited Vacation Club when we purchased out pseudo-timeshare. Zach informed us that if we agreed to the upgrade, that we would have access to several "perks" including a $1000 airfare voucher. This voucher could be used on airfare at any time. On 11-25-15, we found unbelievable discounted ticket for a flight to Montego Bay. We contacted UVC Lifestyle Collection to redeem our voucher and book our flights, as we book through them. Zach informed us that our vacation funds were not available. Zach then explained for the first time that our voucher was contingent upon us contacting UVC (a third-party) and releasing one of our unlimited vacation weeks to UVC Lifestyle Collections. Zach assured us that this process would take a few hours and we would be able to book our flights on 11-25-2015. When we contacted UVC, they informed us that there be a $250 usage fee for exchanging our one vacation week to UVC Lifestyle Collection. UVC informed us that this process takes 48 to 72 hours. We contacted Zach immediately. He promised to expedite the process so that we could book our flight that evening. Not so. On 12-02-2015, I contacted Malia in customer service. Malia stated that she could not help any further and that I had to speak with the supervisor. I informed her that that was impossible, as Brian was not accepting our calls or returning our phone calls. Malia contacted another supervisor. This supervisor was unavailable to speak to me, but was willing to "text and email" Malia while I was on the phone. At this point I believe that I am being scammed. The airline tickets that I could've purchased on my own last week have now gone up by almost $200 per person. I've given UVC lifestyle collections a $349 down payment. And as of now, still no response. I am on hold again...day#6. Help!Desired Settlement: I want my 1000.00 travel voucher, as I have already spent 250.00 of my money to release 7 of my vacation days (at [redacted]. I want this premium or premiere upgrade membership canceled, as this agency has been dishonest and admitted that I was not properly informed of the "strings attached" to this airfare voucher. Finally, I want my $349.00 deposit refunded. If I had it my way they would reimburse me for the money I lost, by not booking my airline tickets on 11-25-2015.

Business

Response:

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] along with Ms. [redacted] purchased an Unlimited Vacation Club (UVC) membership upgrade on November 10, 2015. The cost of this upgrade was $3,499.00, with $349.00 down payment, followed by eighteen (18) monthly payments of $190.00. Our records reflect that during the original sales call on November 10, 2015, sales agent Zachary informed both Ms. [redacted] and Ms. [redacted] that one of the benefits of the membership upgrade was the fact that each time they deposited one of their time share weeks with UVC, they would receive 1,000 savings credits to be used towards vacations and various merchandise. Zachary further explained that the first time they deposited their week with UVC, they would receive a special bonus of a $1,000 airfare voucher. That was only applicable on the first time they deposited their time share week. As standard policy, we conduct a sales validation at the time of sale, which outlines the details and the cost of the membership. During this validation, the validator James reviewed the above information again. According to Ms. [redacted] when she deposited her time share week, she was charged a $250.00 usage fee by her time share provider, [redacted]. Ms. [redacted] provided documentation of the charge and one of our supervisors authorized the additional credit of $250.00 in vacation cash to offset the $250.00 Ms. [redacted] paid to [redacted] for the usage fee. The week deposit was completed and the $1,000 air fare credit was added to their account on December 2, 2015. Total amount of credit was $1,250.00. Our records indicate that Ms. [redacted] spoke to our supervisor, Seraj, on December 4, 2015, explaining that they no longer wanted to remain in the program and wanted a refund. Seraj agreed to cancel their membership with a full refund, remove the $1,250.00 vacation cash from the account, and request a refund of the $250.00 fee paid to [redacted]. Ms. [redacted] agreed and thanked Seraj. Our records reflect that the aforementioned membership was cancelled on December 4, 2015, and the original deposit of $349.00 was returned to Ms. [redacted] credit card that she used for the purchase that ended in XXXX – [redacted] According to [redacted], the $250.00 usage fee refund was processed on December 9, 2015. We would like to thank you for allowing us to clarify the status of this matter by allowing us to provide and explain the additional facts involved. SincerelyJannelle B[redacted]Resolution SpecialistOffice of the President

Review: Last fall of 2014, I signed up with Government Rewards Travel after numerous phones from them. I then signed up for their select program that supposedly gives you benefits and was given a 7 night stay at a Westgate Resort in Orlando. They charge my Military Star card each month to belong. Well, I was told when I signed up by a [redacted], that I could cancel anytime before my final payment. Then, I was given the certificate to a hotel. Well, to use the certificate, I had to pay up front like a booking fee or taxes. I did. I was told that I would not have to pay anything else. In February of 2015, We went to Wastage Resort in Orlando. Upon check in, I was told that I had to have them hold 25 dollars on my card to attend a Time Share meeting on Tuesday. I told them we were not told this. She explained that if we did not attend, we would lose the 25 on my card. So, we go Tuesday morning. We were also told that we had a free buffet breakfast. When I went to get my food, the lady yelled at me and told me I could not have any. We had to wait nearly an hour for the sales agent to come up. He did everything he could to try and sell us a condo. We told him we did not come here for this. They asked how did we get the room and told them it was a reward for booking through GVR. They looked at each other and said that your room doesn't cost anything as you are on a timeshare sales event. They then wanted to know what room we were in and we felt as if we were being threatened with losing our room. This was extremely uncomfortable. I wanted to know if I would get my money back and the supervisor went to take care of it. They were pissed that somehow we had a room and were not interested in their sales pitch.

After my wife kept complaining about the trip, I called to cancel. I was informed that I could not. I explained the reason and they told me it was not a Time Share Sales. They say that they gave me this trip for signing up and I cannot get refunded. Now, how can that be if it was a Time Share and the hotel told us they had covered the room? GVR was not honest with us. GVR kept denying it was a time share. Then, the supervisor told me he would lower the rate per month and combine two accounts I had. He has not done this. Again, they have lied.

This is a scam. Please refer to others who have experienced the same issue with these people;

I signed up believing we would get benefits. I did not sign up to be held hostage and forced to attend a timeshare sales event. They decided me in their offer saying that I was not required to pay anything else, when in fact I did and had no choice.Desired Settlement: I want a refund to my card since they failed to provide what they advertised to me. They sold me on the fact I would get this great 7 night stay for signing up and as above, we did not get what was promised to us. They have not kept their end of the deal and have deceived us a scam. I want all the charges put back on my card, no further charges to occur. If they fail to do so, my next step will be to contact the [redacted] and also the [redacted] office to file a formal complaint. In addition, since it was a timeshare, the hotel told us they took care of the hotel room. Again, how can you hold someone for a timeshare sales event that you never told them about? This is a total scam.

Business

Response:

We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter.Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 25, 2014. The cost was $1,499.00 with a down payment of $99.00 followed by eighteen (18) payments of $86.78 per month. Records indicate that Mr. [redacted] has a current balance owing of $855.54.Our records reflect that on January 15, 2015, Mr. [redacted] utilized his resort certificate and booked a week stay at the Westgate Towne Center in Kissimmee, Florida, commencing February 14, 2015 through February 21, 2015.Mr. [redacted] contacted our agency on March 30, 2015 requesting to cancel his membership, due to his recent stay at the Westgate Towne Center. Mr. [redacted] spoke to one of the supervisors in our Customer Service Department, Steevan, and explained that he was very unhappy due to the pressure he received to purchase a timeshare while staying at the Westgate Towne Center. Mr. [redacted] explained to [redacted] that he was forced to attend the presentation that he was told would take approximately one hour and breakfast would be provided.Mr. [redacted] indicated that the presentation took 3 – 4 hours and they did ultimately receive breakfast, but only after being told they would have to wait for someone from the resort staff to accompany them to the eating area.[redacted] apologized to Mr. [redacted] for his experience and explained that when we book any guest into a resort that sells timeshares, the guests are never ever required to participate in any presentation. It is strictly the guests decision as to whether to participate and accept the gift for listening to the presentation. [redacted] explained to Mr. [redacted] that he was clearly outside the rescission period to receive a refund. [redacted] further agreed to lower Mr. [redacted]’s monthly payment to $77.78 going forward, offered Mr. [redacted] $200 in Vacation Cash for his experience and indicated that he would escalate his dissatisfaction at the way he felt he was treated and see if there would be a possibility of reinstating his resort certificate he has used and allow him and his family to use the certificate at a different resort. Mr. [redacted] said to [redacted] that he would appreciate that, if he could do that, and was happy with the outcome of the conversation.Mr. [redacted]’s monthly payments, effective March 30, 2015 have been lowered to $77.78, which is what was charged to Mr. [redacted]’s credit card on file for the April 21, 2015 payment. There has been vacation cash added to Mr. [redacted]’s account in the amount of $200.00.Additionally, in the interest of customer satisfaction, we have now reinstated his resort certificate for an additional period of 6 months from today. Mr. [redacted] will need to simply book his resort stay by the expiration date of November 28, 2015.We have reached out to the Westgate Towne Center and explained the complaint we have received from Mr. [redacted]. The Director of Sales explained that they never force any guest to participate in any timeshare presentation, however they do offer incentives for their time and participation. For the misunderstanding, she has further offered Mr. [redacted] a $50.00 voucher for future use to be used at one of the Westgate properties. She has notated his reservation accordingly. Please refer to res#513102 when booking to receive the credit for the voucher.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 SpecialistOffice of the President

Consumer

Response:

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

Again, per their website at GVR Travel, it specifically states that you are under no obligation to attend a sales event. If that is the case, why was $25 dollars held from my card? Why were we forced to attend and if we failed to do so, I would lose the $25? They specifically state in their policy I was under no obligation. Why were we told that when we attend a forced sales event that we would get a buffet that morning and screamed at my a little lady telling me we can not have any? This was such a wonderful experience we had. When dealing with GVR, Steven told me that someone higher up would get back to me the following week. That was again something GVR failed to do. It was not until around May 20th, that a [redacted] called. She stated she would look into this and give me a call on Monday. Lets guess the outcome of this? Again, they failed to call me back after their supposed investigation. How can a company advertise something and yet, they do not follow through? They say they spoke to Westgate Resort and said we were not to attend a sales event, that again is a lie. During the Sales event, a supervisor sat down with us after we continuously told her we were not here for this. They both were getting irate because we were wasting their time. They wanted to know what room we were in and who booked our trip. I told them who and they had never heard of GVR before. Now, we were put in a very uncomfortable position feeling that somehow we had not lived up to some agreement for this event and a possible threat of losing our room. This again was such a wonderful trip. She left to go check, and under our reservation, we were booked for a sales event. That means that Westgate had paid for the trip. People just do not pay to attend a sales event. These are comped. From dealing with GVR, it is apparent that their business methods are a scam and only out to rip off their customers. This is typical in todays world, where companies could care less about their customers and refuse to believe their issues. They failed to call back twice after I was told they would, they have failed to honor their agreement cited in their terms. I believe that due to their unethical business methods, that they need to refund me what they took since they falsely advertised. Also, all we have to do is also do an internet search and tons of complaints about GVR come up and how they treat military, veterans or government employees. Like all the other people out there, we have no clue why MWR even has them attached with so many complaints. MWR needs to get rid of GVR.

Regards,

Business

Response:

We have reviewed the additional information provided by Mr. [redacted]. Mr. [redacted] indicated that he was told by a supervisor, at the resort, that under his reservation, he was booked for a sales event. Our records reflect that Mr. [redacted] booked the reservation on line on January 12, 2015. When booking online, Mr. [redacted] used his certificate included in his membership. Westgate did not pay for the trip. Patricia at the Westgate Towne Center front desk verified that Mr. [redacted] had completed his check in and received his room key. After checking in, he was introduced to a greeter, who provided him with a welcome package explaining the amenities available to him and offered him the opportunity to have a tour of the resort, to determine if he was interested in becoming an owner. A $25.00 refundable fee was assessed to secure his appointment to tour the property. Records indicate Mr. [redacted] took the tour, and upon completion of the tour, the fee was refunded to him. He was under no obligation to schedule the appointment. Mr. [redacted] had been previously talking to our customer service department, however, when he filed a complaint with the Revdex.com, his complaint was escalated to the Office of the President Resolution Department. We researched the complaint and responded in writing. Patricia confirmed that Mr. [redacted] stayed the entire week from February 14, 2015 through February 21, 2015. Our position remains the same on this matter and no refund will be issued. We have reinstated Mr. [redacted]’s resort certificate for six (6) months, which will allow him to book an additional week. Mr. [redacted] will need to book his vacation by November 28, 2015. 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 signed up with Sears Vacations on April 30, 2015. I was told that this program would save me a ton of money on travel resort prices. They pitched the program to us, showing us their prices compared to other sites like expedia. It seemed too good to be true, but seeing as it was Sears, I trusted them and went forward with the program, putting down a $299 down payment towards the $3,000 balance.

On Friday, my husband and I sat down to look at [redacted] resort prices so that we could surprise the kids with a trip to [redacted] in December. Their prices were nothing like what the salesman showed us!

I called Sears to cancel and they told me that I only had 3 days to cancel and that the cancellation period is over. I know that is not true in [redacted]. After arguing with them, they agreed to cancel future payments, but still won't give me my down payment of $299 back.

They sold me on false advertising. I want my $299 back. I'm not made of money and feel like I got ripped off.Desired Settlement: Please refund my $299 down payment. No where does it say it is a non-refundable deposit. It is clearly just a down payment towards my balance for a package I have no intention of ever using.

Thank you.

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 Sears Vacation Rewards Membership on May 1, 2015. The cost was $2,999.00 with a down payment of $299.00 and thirty-six (36) payments of $93.57 per month. Records reflect that Ms. [redacted] contacted our agency to cancel her membership, however she was outside the rescission period. Based upon Ms. [redacted] request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective May 27, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: After opening my account with this business, I found out I had an injury that was going to keep me out of work for some time. I called the company to cancel my account, stating that my financial situation had changed. I was told it would be closed, and I would receive a call back from a manager for details. I never received a call back and the company continued to take another payment out of my account. I called the company again. The representative kept me on hold for a great length of time while he listened to a recording of my prior call. He also said my account would be closed and the money would be refunded in 7 to 10 business days. While I waited, another payment was taken out of my account. I called back a 3rd time, where I was on the phone for over an hour while the impolite representative argued with me, just to finally be told that the issue would be resolved and I would receive a refund again. I do not know if I will receive the refund, but I will wait 10 business days and then file a fraud complaint with my bank and change my account so that they can no longer have access to my funds.Desired Settlement: I would like all money refunded. The original sign up cost was $249, followed by 2 payments of $140. The representative on the phone said that I could not receive the original funds back, but the 1st person I spoke to indicated that this was possible and told me that a manager would call me back. No one ever called me back. The 2 payments taken out of my account were made after I requested the account to be closed. Most of all, I think that the hours I have spent on the phone to rectify this situation with customer service representatives that really do not care to be courteous is reason enough to refund all payment.

Business

Response:

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on March 27, 2015. The cost was $2,499.00 with a down payment of $249.00 and eighteen (18) payments of $140.00 per month. Our records reflect that Ms. [redacted] contacted our agency to cancel her membership, however she was outside the rescission period. Based upon Ms. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective May 27, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in [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, Jannelle B[redacted] Resolution Specialist Office of the President

Consumer

Response:

[redacted]

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

Regards,

Review: On August 13, 2014 an unauthorized charge from OVC Cruise & Travel Co. appeared on my [redacted] Credit card statement. I have request the cancelation of the service by a certified letter sent to this company and was received by [redacted] on 8/29/14. I have never request any service from this company and to this day, they are still charging my Credit card. However, [redacted] sent me a letter on October 21, 2014, stating that according to the reviewed details and based on the information they received from OVC, they were not able to obtain credit (s) to my account from the merchant(s).Desired Settlement: I want this company to fully refund-credit card credit, no service was requested and According to their company all conversations are recorded.

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. Our records indicate that [redacted] purchased an Ultimate Departures membership upgrade on August 13, 2014. The cost was $3,499.00 with a down payment of $399.00 and eighteen (18) monthly payments of $181.22 per month. Our records indicate that we received a request to cancel the membership on September 4, 2014. Our records also indicate, that our Finance Department received an email from [redacted] on September 5, 2014 requesting to adjust her monthly payments over 24 monthly payments as opposed to the current 18 monthly payments. Our finance department made the adjustment, and [redacted] continued to make the monthly payments as scheduled for the next six (6) months. No further communication was received by our agency from [redacted]. Based on the recent complaint we have received, dated February 10, 2015, and in the interest of customer satisfaction, we have cancelled the membership effective February 10, 2015 and returned all monies collected to the original credit card used for the purchase and monthly payments. Please allow between seven (7) and ten (10) days for the refund to post, depending on the particular banking institution used by [redacted]. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

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.Thank you for your help, but until today I have not receive any response from Ultimate Departure. I have all the documents that proof my request for the cancelation of this service/membership/subscription. I do not know from where or who's E-mail they are claiming that I request an extension. Regards,[redacted]

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. In the interest of customer satisfaction, we had agreed to cancel the previously mentioned Ultimate Departures membership and issue a full refund. This membership was, indeed, cancelled on February 10, 2015 and full refund was issued. I have contacted [redacted] via phone and advised her of the cancellation and refund and asked her if we could be of further assistance due to her rebuttal. She was a bit confused and thought we had issued her an extension, as opposed to a refund. I assured her that her membership was cancelled and the refund issued to her credit card used for the purchase. I further advised her to contact her bank as sufficient time has passed to allow the funds to be posted. [redacted] thanked me for the call and said she would contact her bank. She will call me directly should she need anything further. 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

Business

Response:

March 31, 2015 [redacted] Business Bureau [redacted]Re: [redacted] 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. In the interest of customer satisfaction, we had agreed to cancel the previously mentioned Ultimate Departures membership and issue a full refund. This membership was, indeed, cancelled on February 10, 2015. Unfortunately, the complete cancellation process was not done properly. This error caused the refund to not trigger for action. This error was realized and corrected on March 13, 2015. The original down payment of $399.00 was refunded on February 10, 2015 and the six (6) monthly payments of $138.16 were refunded on March 13, 2015. The total refund was $1,227.96. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: Government Vacation Rewards Company called me and they were offering their select access program for a rate of $1,495.00 where you receive 80,000 bonus travel points. My receipt (which I still have) states that it is good for 5 years and I purchased my my "travel points" on 7/20/2011 so this should still be good until July of 2016. I called to book use my reward points today and they stated that my offer expired two years after I purchased it. I would not have agreed to pay $1495.00 for something I had to use so often in a two year span. I can't believe this company says they are for the "service members" but literally just take our money and have things manufacture out of thin air.Desired Settlement: The fact that I am resorting to writing this to the Revdex.com means I've exhausted my avenues with that company to get my points re-instated. They have failed to live up to their agreement and now I would like to be fully reimbursed since I never used anything from their select access program and they failed to live up to their agreement

Business

Response:

Re: [redacted] Dear Ms. Glass: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a Government Vacation Rewards Select Access extension on July 20, 2011. The cost of the extension was $1,495.00 for a term of five (5) years. The extension was paid in full at the time of purchase. It is Mr. [redacted] claim that when he purchased the extension he received 80,000 bonus travel points. He indicates the points were good to use for a period of five (5) years and would expire on 7/20/2016. He further explains that when he contacted our agency to use his points he was advised the points had expired after two (2) years. Based on our records Mr. [redacted] purchased the extension and was entitled to receive 75,000 bonus points. The expiration of these points was two (2) years after purchase, which occurred on 7/20/2013. Moreover, the extension was valid for a period of five (5) years and expires on 7/20/2016. As standard policy this information was reviewed during a recorded sales validation. In the best interest of customer satisfaction, we have extended the 75,000 bonus points. The points can be redeemed according to the original terms and conditions. As of today’s date Mr. [redacted] has a total of 82,809 points he can use toward future vacation travel. The points will expire on 7/20/2016. We have made contact with Mr. [redacted] at the phone number we have on file to advise on the 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. Best Regards, [redacted] Resolution Specialist Office of the President

Review: I was sold the 1699.00 package deal of one 7 day resort stay, one 7 day cruise for 2, and a 4 day cruise.

The items sold to me were a complete misrepresentation. I have been very excited about taking the trips and am very very upset with the outcome. I recently made a payment of 350.00 to pay it off early. I wanted to book the 4 day stay and was very disappointing. It did not cover my fare and gave me a discounted fare price. I know I have to pay port fees and taxes but though I wouldn't have to pay out of pocket expenses regarding the fare. This is a complete misrepresentation. Its like I paid 1699.00 for absolutely nothing. I have credits? not a free 4 day cruise. Credits that are used towards a cruise. I completely understand the port and taxes fees. By the time I book the cruise I would be paying over 900.00 more plus the 1699 deal that's a total of 2,599 $. Its a misrepresentation of products. Only certain credits can be applied here or there. I work hard for my money and to be misled by your representatives on what I was purchasing is a let down. I am very upset and unhappy. I have made a first time payment of 99.00 and 8 payments of 88.89 and a one time early payment of 350.00. a total of 1160. 12. This is so disappointing,as I was looking forward to these vacations and the were not represented as credits as they are. I would like to address this promptly. I would like a full refund. Services were not as represented.Desired Settlement: Full Refund of all payments made

Business

Response:

Re: [redacted] Case # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Sears Vacations Travel package. The cost of this package was $1,699.00 with a down payment of $99.00 and eighteen (18) monthly payments of $88.89 per month. Records reflect that, Ms. [redacted] called our agency on February 28, 2015 requesting to book a cruise using her 4 – Night bonus cruise certificate, which afforded her a discount on the cruise. After applying the certificate Ms. [redacted] had an out of pocket expense of $15.50 per person. Ms. [redacted] indicated she had expected to pay the cruise line pass through fees, but not the additional cruise fare. Based upon Ms. [redacted] request to no longer remain in the program, we have cancelled her package effective March 4, 2015 and issued a refund of all monies paid. 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 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 tried to cancel a reservation five days prior to check in at the [redacted] which was for January 24 2015. Reservations is under [redacted].I have called also on Jan 24, to make sure I can still cancel. WG suggested for me to call the hotel to change date. This process took almost a month going back and forth between the hotel and WG. I have called quite a few times at least several times a week. Finally I reached the hotel manager Wanda who is willing to change the date but she said that who ever I booked the original reservation(WG), they used a third party and never got paid. The hotel told me to call WG so they can call the hotel to make an exception. On Feb 20,2015 I spoke to a supervisor at WG who said he cant contact the third party and nothing he can do. Also the WG supervisor Ricardo mentioned all calls are recorded and played part of a call.This process was drawn out and it took about a month.Desired Settlement: I would like a full refund or a date change resolution

Business

Response:

Re: [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] completed an on line booking on September 6, 2014 for the [redacted] for 2 days starting January 24, 2015 to January 26, 2015. During this on line booking process [redacted] accepted and acknowledged that she understood the hotel cancellation policy. This policy indicated that [redacted] could cancel her reservation up to fourteen (14) days prior to check in, or be subject to a one night cancellation penalty fee. Our records indicate that [redacted] contacted our agency on January 20, 2015 indicating that she wanted to change her reservations. The agent explained that the procedure is to cancel the one reservation and rebook the new date. Unfortunately, [redacted] would be subject to the penalty as indicated on her receipt, as she was well with the fourteen (14) days. The agent phoned the resort direct, to see if we could receive an exception, and was told that the hotel would make the exception, however, there would be a charge of $69.04. [redacted] advised the agent not to do anything at this point, and she would call our agency back. [redacted] did call our agency again, on January 24, 2015, which was the day of check-in, to see about making the change, and, understandably, the hotel would no longer allow the exception they made on January 20, 2015. The hotel considered her a No Show, and her funds were forfeited. [redacted] was not happy with that decision, and proceeded to contact our agency several times trying to get a refund. [redacted] did speak to one of our supervisors, [redacted], on February 25, 2015 and were able to resolve her concerns. [redacted] contacted the Manager of the hotel and she agreed to make another exception, and only charge the one night penalty and refund the difference. A refund has been issued to [redacted] in the amount of $282.00 effective February 25, 2015. This refund was credited to the credit card [redacted] used for the initial booking. Please allow seven (7) to ten (10) days for the refund to post depending on the particular institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: I purchased a vacation package for a land and sea vacation. For the sea portion I chose a [redacted] cruise sailing on feb 28, 2015. I have made all payments to explore cruise and travel but they refuse to forward that money on to [redacted]. When I called about this they said it was their business practice to withhold final payments to the cruise lines until their deadlines. [redacted]'s deadline being 75 days before sailing. The result is that I cannot reserve a cabana or schedule shore excursions which are first come first served. I have already lost the ability to book a cabana as they are all taken and every day that goes by increases my chances of not being able to participate in other activities with my family. We have a large group of people on this cruise (20+). It is a terrible business practice to withhold money that has already been collected from people and not forward it to the cruise line in a timely manner.Desired Settlement: I would like for the final payment to be made immediately and I would like some monetary compensation to make up for the events that I will be unable to participate in due to this companies business practices.

Business

Response:

We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.According to our records, Mr. [redacted] booked a cruise for [redacted] Cruise Line on the [redacted] departing February 28, 2015 to the Eastern Caribbean for seven (7) nights.Records reflect that, Mr. [redacted] booked the cruise using his cruise certificate, which afforded him a discount on the cruise. After applying the certificate he had an out of pocket expense of $1,659.37 plus the cost of insurance for $299.00. Both of Mr. [redacted]’s balances were paid on February 14, 2014 at the time of booking. However, there was a balance owed on the booking by the agency for the use of the cruise certificate. The balance owing was due to [redacted] Cruise Line on December 15, 2014.Accordingly, on December 1, 2014 Mr. [redacted] contacted our agency to advise that he was trying to book a cabana ([redacted]) and pre-reserve some shore excursions, but he was unable to do so because our agency had not paid the final payment for the booking. Our standard policy is the final payment is made on the booking from the agency approximately forty-five (45) days prior to the sailing date to the cruise line.In efforts to resolve this matter and in the interest of customer satisfaction, we made the final payment to [redacted] Cruise Line from our agency on December 4, 2014. The booking is paid in full and Mr. [redacted] should be able to pre-reserve his shore excursions and book the desired cabana 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, [redacted] Resolution Specialist Office of the President

Review: In July 2012, I signed up with Sears Vacation Club. Upon signing the agreement, this company has received all payments agreed upon. In March 2013, I scheduled a vacation for August 2013. In April, my employer informed me that I would not be able to take the previously scheduled time off from work. Over a period of months, I spoke with several persons who said I can reschedule this trip as well as those who said I could not. I am angry that I had to lose out on $750. On yesterday 12/19/13, I spoke with a rep who told me that I could reschedule this trip and claimed to have booked it for me for February 2014. I immediately had the time off approved. Today 12/20/13, I call back to see why I haven't received a confirmation. I then learn that the rep misinformed me. Every experience I have had with reps has been unpleasant and all issues remain unresolved. On Monday I will be meeting with a lawyer to discuss how further action can be taken against this company as I feel that this program offers false vacation expectations, poor customer service and are only after your money. I will pursue legal action until the $1,424 that I have paid thus far has been returned to me.

Review: This company has called my home 4-5 times per day for an entire month in a effort to 'sell' something. I know that my husband has a membership with them; however, I and my husband have asked them several times to put our number on their DO NOT CALL list; however they continue to ignore our requests and continue to call all during the day and as late as 9:00 at night. Their persistent and aggressive behavior is leading me to believe some of the reviews that I have read on other websites that they are in the business of scamming consumers.Desired Settlement: I would like for you to investigate their selling practices and demand that they put my phone number on their Do Not Call list immediately; otherwise I will contact Arizona's states attorney and file a formal complaint.

Business

Response:

Re: [redacted] Complaint ID # [redacted]

Dear Ms. [redacted]:

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

We have located an active ICE Platinum Rewards Membership in our records for Mr. [redacted]. We typically contact our active members to inform them of travel news and opportunities. Based upon Mr. & Mrs. [redacted]’s issue, we have now made a request to have the below listed email(s) and phone number removed from our databases:

Phone Number: ###.###.####

Email Address: [redacted]

Email Address: [redacted]

For background, once a request has been made, ICE will add the telephone number(s) to its Company Do Not Call List within thirty (30) days. It is the consumer’s responsibility to inform ICE if the consumer’s telephone number(s) change. During this removal period it is possible that Mr. and Mrs. [redacted] may receive intermittent calls from our agency until the removal process is complete.

ICE complies with federal and state laws and regulation and is committed to protecting and respecting consumer privacy rights. ICE consults federal and state registries to ensure compliance with Do Not Call requirements. Consumers may place their number(s) on the National Do Not Call Registry by calling [redacted] or on-line at [redacted].

We apologize in advance for any inconvenience this matter may have caused Mr. and Mrs. [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

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: International Cruise and Excursion Gallery also known by Westgate Cruise and Travel Collection has misrepresented their rewards program and upgrade benefits through their sales center staff. During the sales call I was told I would accumulate $1750 in useable "vacation cash" if I upgraded to their elite rewards program cost $2000 and they shared the additional fearures of the program which sounded like features I would be interested in using in the future, in addition if I purchased the upgrade that day they would provide $200 in vacation usable when I book a vacation. After a 2 1/2 hour (roughly) conversation And verifying that what was said would be given to me I agreed to sign up for the program in installments, when the salesman passed me to the verification department to pay they offered an addition $200 in vacation cash if I paid in full. Based on everything they offered I would accumulate $2150 in "vacation cash" for my current additional investment $2000 which made sense to me as the promise was including previously paid for benefits.

Upon calling roughly 1 month later to used the "Vacation cash" I was told I only had $1000 in "vacation cash" and the addition $400 that was gifted was not yet available to me. Originally I took it as a misunderstanding but after 3 hours of phone calls, being hung up on twice once at the end of a shift (while on hold unable to call back) and speaking to 2 different sales reps 3 different customer service reps and 1 supervisor, I was told the same thing over and over that what I signed up for and what I thought I heard was not what was said and for my $2000 investment they would give me $1400. With 2 of the customer service reps and the supervisor I tried to get a refund of my $2000 but they called me a liar several times and would bot give my money back stating I was beyond the cancellation term and their recording (which they did not share) showed no promise of what I stated I was to receive!

I now cant book the air travel I planned on and they wont honor any of their communication nor will they refund my money so that I can go online and book my travel for my 10 year wedding anniversary! The experience has been horrible, the customer service is terrible, the policies protect their deceit, the sales reps are trained to deceive the consumer!Desired Settlement: Receive a full refund! Services have not been rendered, I do not want to be apart of the Elite Rewards program!!

Review: I.C.E was sold to me as a Premier vacation site. I had the 1st 2 years offered free from a Timeshare I purchased, which I was ultimately scammed on in Cancun. I am now in my 3rd year and I had pre-paid my lifetime dues for just over $3,000 dollars. Since after paying I have attempted to use this program twice. Both times the locations were absolute Rat-Hole infested locations. The last time we tried to do a stay in Barbados in Nov. 2015 and the place was absolutely nasty. We had to spend over $2,500 dollars and stay our week, elsewhere. After trying two times, and being sent to 2 locations, that even a homeless person would not sleep in. When I got back, I demanded either a refund, or a pro-rated refund of my pre-paid lifetime dues. They have not been helpful in any way and basically said, sue us.Desired Settlement: I would like a refund for unearned pre-paid dues. Or a pro-rated refund. I do not plan on using this scam of a travel system, ever again.

Business

Response:

Re: Ted F[redacted] Case No. 11098275Dear Sir or Madam:We would like to thank you for bringing Mr. Ted F[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.According to our records, Mr. Ted F[redacted] purchased an ICE Platinum upgrade membership on January 11, 2013. The cost of the membership was $2,999.00, with a down payment of $399.00, followed by eighteen (18) monthly payments of $153.44. Mr. F[redacted] account is currently paid in full.This membership was for two (2) years and included 50,000 vacation points to be used towards booking individual vacations, two (2) resort certificates, four (4) years of quarterly specials, and the ability to earn points for booking vacations that can be converted to cash and used for future bookings. This membership upgrade will also secure the annual renewal fee of $19.00 for 25 years. Mr. F[redacted] paid his first annual renewal fee of $19.00 on August, 14, 2015.Our records indicate that a friend of Mr. F[redacted], Christina S[redacted], booked a stay at the [redacted] Ms. S[redacted] used one of the resort certificates for this reservation. Ms. S[redacted] advised Mr. F[redacted] that she was not happy with the accommodations. However, Ms. S[redacted] indicated that she would deal with it and did spend the week at the resort.Mr. F[redacted] used the other resort certificate and booked a week stay at the All Seasons Resort in Barbados for himself and a guest. Mr. F[redacted] said he had googled the All Seasons Resort and felt it would be acceptable. Mr. F[redacted] expressed displeasure with the resort and ultimately left the resort without staying and moved to an All-Inclusive resort called, The Almond, for the week. Mr. F[redacted] indicated that his cost for the All-Inclusive was $2500.00. We have explained to Mr. F[redacted] that we do not own nor are we responsible for the operation of the hotels or resorts that the members book. Mr. F[redacted] has indicated that he would like a refund or partial refund of his membership fee. Mr. France purchased the membership over three (3) years ago and is clearly outside the rescission period for any refund. We have, however, re-activated the certificate that Mr. F[redacted] used for his Barbados booking, for six (6) months from today. Mr. F[redacted] will have to have the resort certificated booked by the expiration date of July 27, 2016; however, he can travel beyond that date based on availability.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]Office of the President Please verify that the above response has been received and sent to the customer. Thank you, Alicia R[redacted]International Cruise & Excursions Gallery, Inc.[redacted]