International Cruise & Excursion Gallery, Inc.

May 4, 2017
Re: Jeanette G[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. G[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. G[redacted] booked a resort reservation through our agency, however, she has not purchased a membership. Our agency does on the other hand have a partnered relationship with Westgate Travel Club.
Regrettably, our agency does not hold the contract referenced in the correspondence that has been received and have not received any payments or funds related to the membership purchase. The request to cancel the membership has to be addressed directly with Westgate Travel Club. Ms. G[redacted] can contact Westgate Travel Club at the following:
Phone: ###-###-#### or ###-###-####
Website: [redacted] Address: [redacted] Ocoee, FL 34761 USA
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

Re: [redacted] Dear Sir / Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide...

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

January 23, 2017
Re: [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
Our records indicate that on June 10, 2015, Mr. [redacted] booked a Caribbean cruise departing on December 10, 2016 and returning on December 18, 2016. The cost of the cruise was $2,641.42 plus $339.00 for the trip insurance.
According to Mr. [redacted]’s program guidelines, he receives five (5) points for each dollar spent. Our system is set up to automatically add the points after the vacation has been completed. In researching this issue, it was determined that the automatic load was not working properly. It has now been corrected and Mr. [redacted] should not have that issue going forward.
The total of 14,902 points have been added to Mr. [redacted]’s account captioned above effective today. We sincerely apologize for the delay in adding the points and any inconvenience this may have caused Mr. [redacted]. Should Mr. [redacted] experience any future difficulty, he can reach out to the Government concierge desk at [redacted].
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

The matter has not been resolved and ICE doesn't have the correct facts.  It has been over 120 hours and as of 4/6/16, monies still have not been deposited into my account.  Please refund $3364.80 immediately!

March 4, 2016
Re: [redacted]
Dear Sir / Madam:
According to our records, Mrs. [redacted] purchased a Sears Vacations Direct Access Membership on February 20, 2016. The cost of the membership was $3,999.00 with a down payment of $399.00 and thirty-six (36) monthly payments of...

$124.76.
It is the claim of Mrs. [redacted] that upon purchase she was informed by her sales agent “Ali” that she had thirty (30) days to cancel, however, she asserts this information was not noted on the terms and conditions she reviewed on the contract itself, therefore she Googled the information and learned that she in fact only had ten (10) days to cancel providing that she sent in a fax, email, or called within the ten day window. Mrs. [redacted] explained that she had faxed and mailed her cancellation request and also made a call to our agency on 2/29/16 and subsequently learned that the she was outside of the recession period and could not cancel the membership. Furthermore, Mrs. [redacted] felt the information provided about the benefits of the membership at the time of purchase was misleading at best and as a result she wants a full refund and confirmation of the cancellation.
Based upon Mrs. [redacted]’s s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 4, 2016 and a refund was issued for $399.00. The refund was issued back to the credit card we have on file ending in xxxx—5267 for Bruce [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

Revdex.com: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]

the account is under [redacted]. My fiancé is also under the account so it should also say [redacted] When I look at the account it has us as [redacted] and [redacted] and [redacted].

April 17, 2017
Re: Felecia H[redacted]
Dear Sir/Madam:
According to our records, On February 11, 2017, Ms. H[redacted] purchased a Sears Vacations Direct Access Membership. The cost of the membership was $4,999.00, with a down payment of $299.00, followed by thirty-six (36) payments of $162.88. ...


At the present time, Ms. Hi[redacted] is outside of the rescission period to receive a refund for the membership purchase. While we understand she was disappointed with the experience she encountered at the hotel, her experience occurred well beyond the cancellation period.
In the interest of customer satisfaction, we spoke with Ms. Hil[redacted] on April 4, 2017, and addressed the circumstances surrounding her membership cancellation request. As a result, we informed her that despite the issue she had with the hotel, our agency is unable to make same day reservations. Consequently, we provided Ms. Hilton with $250.00 in Vacation Cash to offset the value of the funds lost for the booked reservation and the funds she paid out of pocket to book a last minute stay. She agreed to the resolution during the initial phone call.
Regrettably, the membership is outside of the rescission period to be cancelled. In the interest of customer satisfaction our agency has compensated Ms. Hilton for the value of the two reservations and we apologize for any inconvenience this matter had caused. The vacation Cash can be used toward other travel services and expires 4/05/18.
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

Re:  [redacted] Case  # [redacted] Dear Sir or Madame: 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. Our records indicate that [redacted] and [redacted] were enrolled with a two (2) year membership in the Government Vacation Rewards program on February 6, 2015. Our records indicate that on March 6, 2015, the [redacted] made a reservation to stay at the M-Star Hotel [redacted] Airport for three (3) days commencing April 16, 2015.  The cost of this stay was $228.00.  Records further indicate that on April 13, 2015 the [redacted] cancelled this reservation and the $228.00 was refunded to their Star Card ending in 8526. Unfortunately, due to a system error, this refund did not reach the bank, and therefore did not post to the [redacted] account.  I have contacted the Manager of our finance/accounting department and he has completed the refund manually effective July 1, 2015.  Please allow seven (7) to ten (10) days for the refund to post, depending on the particular institution the [redacted] bank 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

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

Re: [redacted] Case # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like...

to provide you with the facts and our resolution concerning this matter.
According to our records, Ms. [redacted] became a member of Sears Vacations on July 1, 2015 receiving an introductory amount of 150 Savings Credits to be used towards booking her vacations.
Additionally, Ms. [redacted] booked a hotel reservation on July 1, 2015 using 98 of her savings credits. The balance owing on the booking was set up on the Sears Lay-A-Way plan payable at $52.30 per month.
Ms. [redacted] contacted our company on July 2, 2015 to cancel the reservation. The original deposit was refunded to Ms. Lewis. Unfortunately, the Lay-A-Way plan was not cancelled and consequently, her account was charged for two (2) monthly payments of $52.30 in July and August.
We sincerely apologize for this oversight, and have refunded the two (2) payments to Ms. [redacted] account ending in XXXX---- [redacted] on September 9, 2015. Please allow seven (7) to ten (10) days for the refunds to post, depending on the financial institution Ms. [redacted] banks with. The 98 savings credits have also been refunded to her account.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
[redacted]
Resolution Specialist
Office of the President

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 Mr. [redacted] purchased a Government Vacation Rewards membership upgrade on February 18, 2013.  The cost of the upgrade was $1,499.00 with a down payment of $149.00 followed by twelve (12) payments of $121.50 per month.  This upgrade was for two (2) years with an option to renew for ten (10) years at the annual renewal rate of $19.00.  Mr. [redacted]’s upgrade did expire on February 18, 2015. Our records indicate that on April 2, 2015, Ms. [redacted] contacted our company in order to make a reservation to stay at the [redacted] for six (6) days commencing May 9, 2015.  As previously mentioned, the upgrade, along with the accumulated points, had expired on February 18, 2015.  In the interest of customer satisfaction, Ms. [redacted] received a courtesy extension, which allowed Ms. [redacted] to complete the reservation process.  The cost of this reservation was 70,000 points plus $7.80. Our records reflect that on May 9, 2015, Ms. [redacted] contacted our company indicating that they found the [redacted] to be unacceptable.  Ms. [redacted] indicated they would book a hotel themselves for the current night, and contact us the next day to see about relocating.  Unfortunately, we were unable to find a suitable replacement, because of their particular requirements and the short notice.  We agreed to refund the 70,000 points along with the additional fee of $7.80 paid for the reservation.  The $7.80 was refunded to Ms. [redacted] on May 9, 2015, and credited to the Visa card ending in 3028.  The 70,000 points have been returned to the account along with an additional 10,000 points for their inconvenience. Based on the information provided in Ms. [redacted]’s complaint, she indicated that she made several attempts, but that Mr. [redacted] did not return her calls.  Our records indicate that on numerous occasions, Mr. [redacted] did, in-fact, call Ms. [redacted], at the number currently listed on her complaint.  Unfortunately he was unable to reach her, and had to leave messages for her return call. At this time, Ms. [redacted] has surpassed the ten (10) day rescission period to receive a refund.  Ms. [redacted] can reactivate her upgrade membership, which has expired February 18, 2015, by paying the annual renewal fee of $19.00. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely,  [redacted] Resolution Specialist Office of the President

[redacted] 3/9/16
Re: [redacted] Dear Sir / Madam:
Our records show, Mrs. [redacted] booked a resort stay at [redacted] from February 19, 2016 through February 26, 2016. It was booked using 75,000 points along with a payment of $212.00, which was charged by the...

resort for incidental fees. It is Mrs. [redacted]’s claim that on December 28, 2016, she made a hotel reservation with sales agent, Tiago S[redacted], at which time she explained they wanted to be in the Tampa area near the beach so her husband could have quiet rest time, as he had been very ill. Mrs. [redacted] explained she had reviewed the GVR website and found one hotel available; [redacted]. The phone call to our agency was to get info about the hotel, and more specifically, to determine if the value of the hotel was worth the 75,000 points and the $2,100.00 they had paid. Consequently, while checking into the hotel they learned that hotel was charging $90.00 per night and the location of their room was in a very noisy location. As a result they have requested a full refund of all monies paid to date for their membership and the $212.00 fees totaling $2,312.00. We have reached out to Mrs. [redacted] and resolved her concerns. We have clarified with her that the $1,999.00 she paid was for her GVR Membership, which allows her to use the membership benefits towards booking vacations, such as the [redacted]. We further explained that she used her 75,000 points that had been granted at the time of purchase toward her resort vacation. Subsequently, they paid an additional $212.00 to cover incidental resort fees levied directly by the property. In the interest of customer satisfaction, we have added 75,000 points to Mrs. [redacted]’s account and issued a refund for $212.00 back to the credit card we have on file. The refund can take approximately seven (7) to ten (10) days to be credited back to the account. Mrs. [redacted] has accepted our offer for resolution.
Best Regards,
Shannon P[redacted]

Re: [redacted]
Dear Sir or Madam: We would like to thank you for bringing [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with...

the facts and our resolution concerning this matter. According our records [redacted] purchased an Explore Cruise and Travel Package. The cost of the package was 3,195.00 with a down payment of $195.00 and eighteen (18) monthly payments of $175.67. Based on the information provided in the inquiry she was unable to access the website after making her purchase. The member states she contacted our agency to rectify the issue, but was disconnected during one call and placed on hold for an extended period time during her second call. [redacted] is apprehensive about the program due her experience. Based upon [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 January 21, 2015 and a refund will be issued for $546.34. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted]. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution [redacted] banks with and will be issued in three (3) separate refunds. . 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

January 5, 2016Revdex.com4428 North 12th StreetPhoenix, Arizona  85014 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. S[redacted] purchased a Government Vacation Rewards Select Access Membership on February 3, 2015.  The cost of the membership was $1,999.00, with a down payment of $399.00, followed by ten (10) monthly payments of $169.00. It is Mrs. [redacted] claim that she tried out the service, but found no value in the program.  This is best evidenced by Mrs. [redacted] assertion that she could book a hotel through another supplier at a Military rate for $84.00; however, through Government Vacation Rewards the same hotel was $117.00 per night.  Furthermore, Mrs. [redacted] contends that she was advised that once she paid the remaining $640.00 of the purchase price, she would receive a complimentary 4-day vacation voucher, which she indicated she has not received.  Subsequently, Mrs. [redacted] stated she does not believe she is getting the best value for the monies she paid for the membership.  As a result, she has requested to cancel and receive a full refund.  In the interest of customer satisfaction we are honoring Mrs. [redacted] request.  Effective January 5, 2016, her Government Vacation Rewards account has been cancelled and a full refund has been issued.  The refunds will be processed in eight (8) separate transactions as follows: one (1) down payment for $399.00, six (6) monthly payments of $169.00, and one (1) payment of 640.00.  Please be advised that per AAFES all charges applied to the Military Star Card more than 120 days old will have to be manually refunded to the account, we have made the necessary request to have the funds go back to the card on file.  As our agency does not process these refunds, we ask that you allow seven (7) to ten (10) business days for the funds to be credited back to the account.  We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved. Best Regards,Shannon P[redacted]Resolution SpecialistOffice of the President

July 20, 2017
Re: Michael P[redacted] Case # [redacted] Our Account # I[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. Michael P[redacted]s’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
Our records indicate that on 2/17/17, Mr. Michael P[redacted]s originally made a reservation for 8 people in a two bedroom unit at the Grand Panama Beach Resort, in Panama City Beach, Florida, commencing 7/1/17 through 7/8/17. On March 16, 2017, we advised Mr. P[redacted]s that we had received notification that the Resort had oversold the p[redacted]rty and we were able to relocate Mr. P[redacted]s and his guests to a three bedroom unit at The Origin Beach Resort, also in Panama City Beach, Florida.
I have reached out to Mr. P[redacted]s and sincerely apologized for the confusion he experienced while trying to check in at the Origin Beach Resort. I have also advised him that we will honor his request for a full refund of the cost he spent for relocating his family. The cost for his relocation was $2,385.60 and he advised me that he had already received a refund of the amount he paid of $1,184.82 leaving a balance of $1,200.78. I advised him that he will receive the refund in the form of a check within seven (7) to ten (10) business days. He was pleased with 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.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Re: [redacted] File No. [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.
Unfortunately, according to the information provided in Mr. [redacted] complaint, we are unable to locate any Sears Vacation membership purchase of $1600.00. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the Sears Vacation account number, or if the account is in another name, this will enable us to research and resolve his claim.
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 Br[redacted]
Resolution Specialist
Office of the President

Revdex.com:
I have spoken to the business directly and am accepting the resolution they proposed.  Thank you for your assistance.  
Regards,
[redacted]

Re: [redacted] 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 Membership on January 5, 2015. The cost of the membership was $1,999.00, with a down payment of $99.00 and ten (10) monthly payments of $199.00. Mr. [redacted] claims he contacted our agency and spoke with Supervisor Jennifer and informed her he had lost his job and was unable to continue with his monthly payments. He further stated Jennifer would not allow him to cancel the service and he has subsequently been charged $199.00 for the past four months despite his request to cancel. Our records indicate that Mr. [redacted] purchased the membership extension on January 5, 2015, and paid the required deposit. On or about February 18, 2015, Mr. [redacted] contacted our agency to inform us he had lost his job and was unable to afford the membership any longer. He was offered the option of reducing the payments on the account, which he declined. Mr. [redacted] was informed that he was outside of the rescission, therefore, he could not cancel and receive a refund. Based upon Mr. [redacted]’ circumstances, it appears he cannot remain in the program and in the interest of customer satisfaction; we have cancelled the membership effective June 5, 2015, and issued a refund for $597.00. We have retained the $99.00 down payment and one (1) monthly payment of $199.00 made in February of 2015 as Mr. [redacted] called our agency to advise us of his financial difficulties after the payment had been processed for the month. The refunds were issued back to the credit card we have on file. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Revdex.com:
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,
[redacted]