International Cruise & Excursion Gallery, Inc.

Review: A little over two years ago, I was contacted by this company with an apparent contract involving travel for less. I have never been able to find anything on their site that is less expensive for travel or even to stay in as my house burned. I keep asking them to prove themselves time and time again, and I am told to just hang in there, and there will be a large packet of papers sent to me, there will be a guaranteed better price on this motel or that motel. If I pay this much more I can get the points back that they should not have taken from me in the first place without telling me. Now, for some reason, although they promised me that if I paid off my second large amount, I would get another free vacation, they took one from me that I already had in the certificates. I just want my money back, so that I can go on with my life. I asked them several times to let me out of this contract before paying it off, and now, apparently, I need to get an attorney? This company is just one scam after another, sadly scamming us disabled veterans one by one...SHAME ON YOU!Desired Settlement: Refund of all money collected from me by them for services they did not provide, and to remove my number from their call list.

Business

Response:

Re: [redacted]

Dear Sir / Madam:

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

According to our records, Ms. [redacted] purchased a Government vacations Rewards Select Access membership on December 10, 2013. The cost of the membership was $1,499.00, with a down payment of $99.00, followed by eighteen (18) monthly payments of $89.78.

It is Ms. [redacted] claim that she purchased the membership, but has not been able to utilize the service and find travel for less. She stated she was advised she would receive her membership details in the mail, but she has not received those materials to date. She further states that upon paying off her balance she was to receive a free vacation, which she indicates she has not received. As a result, she has requested a full refund and to be placed on the Do Not Call list.

Upon review, it appears that the bonus 3-night getaway and $100.00 dining bonus was added to the account on 01/04/2016. However, in the interest of customer satisfaction we are honoring Ms. [redacted] request for a full refund, as we understand that certain aspects of the membership did not benefit her vacation needs. Effective January 13, 2016, we have cancelled the membership and issued a full refund. It may take approximately seven (7) to ten (10) business days for the refund to be processed back to the account, depending on the financial institution Ms. [redacted] banks with.

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 Specialist

Office of the President

Consumer

Response:

The original amount was $1999. The additional amount was $1499. The company never gave me that, as promised. And the refund that the company sent was in the amount of $1300 and some change. The figures in this claim are not the correct amount.

Business

Response:

Re: [redacted]

Dear Sir / Madam:

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

It is Ms. [redacted] claim that the amount that she has been refunded is not accurate. She asserts that the original amount was $1999, and that he additional amount she was owed is $1499. Ms. [redacted] claims that the refund that the company sent was in the amount of $1300 and some change. The amounts that Ms. [redacted] is claiming she is owed are not correct.

Upon further review, Ms. [redacted] purchased a membership for $1,999.00 on August 9, 2013, however she is past the rescission period for that membership and no refund can be issued for any payments that have been made. Additionally, when Ms. [redacted] upgraded the membership our agency waived charging her another $99.00 deposit and applied her $99.00 from her previously purchased membership from 2013 to the upgraded membership.

However, in the interest of customer satisfaction, we cancelled and refunded the upgraded membership she purchased on November 6, 2015. The cost of the membership upgrade was $1,499.00. Our records reflect that we applied the $99.00 down payment on November 6, 2015, charged one (1) monthly payment of $77.78 on December 3, 2015, and charged one (1) final payment of $1,322.22 on January 4, 2016. To date we have refunded the respective amounts as follows: one (1) payment of $1,400.00 on January 13, 2016, and as a courtesy the one (1) down payment of $99.00 on January 28, 2016, totaling $1,499.00 in refunds.

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]

Review: I was solicited by Sears Vacations to come to their office and listen to a sales pitch in exchange for a free 7-day vacation. I spoke with [redacted] and he promised us several things for the visit and I specially if we could travel anywhere we chose. He said yes and that this was not a scam. My husband and I agreeed to go and after refusing to buy their product we were given a vacation only good in Mexico. I then asked to speak with the manager and to listen to the call recording because this was not what we were promised and frankly we would have never come if we had know that was the trip. I feel that we were misled to think we would receive a vacation to anywhere we chose in the US and we were told we would have a year to use the vacation. I am disappoint that Sears vacation did not follow what they agreed to and my husband and I drove over an hour for a disappointing experience.Desired Settlement: I would like to receive a 7 day vacation to be used anywhere in the US and a 1 year expiration.

Business

Response:

Re: Michelle [redacted] Case # [redacted]

Our records allow us to search for the account with the members name, phone number as well as their email address. Unfortunately we can find no account for Michelle [redacted] using the information provided in her complaint. Nor can we find her name on any log indicating she participated in the presentation.

Ms. [redacted] indicated that she participated with her husband. It is possible that her account is under her husband’s name, cell number or different email address. I have reached out to Ms. [redacted] using the phone number on the complaint, however have not heard back from her. If you could provide us with some additional information we would be happy to do some additional research to locate her account and resolve her concerns.

We would like to thank you for the opportunity to clarify the status of this matter.

Sincerely,

Office of the President

Consumer

Response:

This claim is not resolved. The company contacted me for resolution after their response and I was waiting to hear back for resolution. One the response from the business came I talked to [redacted] the representative and I have been waiting for a final resolution. This claim has not been resolved.Thanks,[redacted] Sent from my iPhone

Business

Response:

Re: [redacted] Case # [redacted]

Dear Sir or Madame:

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.

As previously mentioned in our original response dated November 9, 2015, the account was not in Michelle [redacted]’s name, phone number or email address included in the complaint our office received. After speaking to Ms. [redacted], she indicated that the account was in her husband’s name, his phone number and his email address. We located the account and have completed our research.

Our records reflect that Mr. and Mrs. Harvey [redacted] participated in our vacation presentation. Prior to their presentation, Mr. and Mrs. [redacted] were told that they would receive the following for participating regardless as to whether they purchased one of the vacation packages: (1) a 7 night stay in Mexico or selected US cities, (2) $250.00 savings card, (3) $50.00 Sears gift card, and a (4) $50.00 gift card to restaurants.com.

After speaking to Mrs. [redacted] yesterday, she did inform me that she did receive all four (4) items in her packet as they left our offices. Mrs. [redacted]’s concern was that the face of the resort certificate indicated a Mexico vacation. The back of the certificate does say the certificate includes select US cities. Mrs. [redacted] can book her resort vacation by contacting our office no later than April 30, 2016. Her travel must be completed by October 30, 2016.

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

Sincerely,

Resolution Specialist

Office of the President

Review: We purchased a vacation package on 10/10/2013, paying a total of $2,460.96. This was for 1 week cruise and 1 week at a resort. We were lead to believe you go could just about anywhere and have no problems scheduling the vacation. We finally got our cruise booked, but it cost us more than we would of normally paid for a cruise. Adding all the extra expenses we were not told about.

We have been trying since they day of the purchase of this package to schedule our resort stay. There is always nothing available and we have tried at least 15 times to get this scheduled. We finally just schedule a week in Daytona Florida at the Acapulco Hotel and Resort and was told to not schedule our travel plans until we hear back from [redacted] (this was suppose to be 5 business days). We are past that. We schedule it on Friday, January 2nd. We still do not have confirmation. I contacted the resort and they have not been contacted by [redacted] to schedule our stay.

I contacted [redacted] on 01/09/2015 and was told to call back the next day so they could check on it. I called back on 01/10/2015, finally talking to someone after being on hold for over an hour that acted like knew something only to be told that they would also have to followup. So we are still waiting.

I also found they applied a charge to my Visa that was not approved on the day I spoke with them to schedule our stay.

My fright is I keep reading the horror stories of people that have been treated the same way I have and they have lost their money because they could not get anything scheduled.

We were so lied to. When I did try to resolve this with the company, they ask for more money and he also told that whoever sold us the package (her name was[redacted]) that they "oversold" it to us.Desired Settlement: We would actually settle for our week at a resort but we don't want to go to [redacted] or out of the country.

We would like to be treated with a little respect and have the company stand behind it's product and not lie about what we purchased.

We are not rich and we feel like we are being given the run around so we will loose our money like others on the internet that we have read about. I should of done my due diligence and read the complaints first and then we would of never purchased from[redacted].

Business

Response:

Re: Trudy [redacted] File No.[redacted] Dear Ms. Glass: 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. Our records indicate that Mrs. [redacted] purchased a Cruise and Resort Vacation Package on October 10, 2013. The cost was $2,299.00 with a down payment of $99.00 and eighteen (18) monthly payments of $131.22. Mrs. [redacted] called our office on October 16, 2013 and paid her package in full, at that time. This vacation package allowed for vacations consisting of one 7 day cruise for two in an inside cabin, plus either a 7 day resort vacation or 2 – 3 night hotel stays. The cruise vacation being an open itinerary, required the members to pay the pass through fees at the time of booking, once the member determined which cruise they wanted. These pass through fees included port fees, government taxes, and booking fee, as reviewed and agreed upon by Mrs. [redacted] during the recorded validation, at time of sale. Mrs. [redacted] did book a 7 day cruise to the Western Caribbean. She was able to book a balcony cabin at no additional charge, and paid her pass through fees at time of booking, as required. Mrs. [redacted] also elected to purchase the travel protection insurance for her cruise. I have spoken to Mr. [redacted] who acknowledged the fact that they did book the cruise and he is satisfied with that booking. They received a balcony, at no additional charge, and the only other fees were for the aforementioned pass through fees, as well as the travel protection insurance. In our attempt to reach a satisfactory resolution, Mr. [redacted] decided to cancel the reservation to the Acapulco Hotel & Resort and rebook at a later date. The $59 cost for the insurance as well as the $119.20 upgrade charges for the hotel have been returned to their credit card. We have also agreed to extended the expiration date on the resort/hotel certificates for an additional 6 months, to October 10, 2015 and provided Mr. and Mrs. [redacted] $100 in Vacation Cash to use when booking their land stay. He was very appreciative for the follow up and resolution. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Consumer

Response:

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

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

Regards,

Review: Back in April 14, bought into a rewards program sponsored by Government Vacation Rewards. The sales rep initially explained a payment made that day would purchase me over 100, 000 points I could utlize towards travel.

My understanding of the program and what was explained to me by the sales rep is that I had 2 years to use my points towards a vacation or I would lose them. I was required to make a monthly payment to the rewards program for 2 years also. The total some would equal out to over $2000 and that would lock me into the program for the next 10 years. The program is called Select Acess

Recently called Government Vacation Rewards and attempted to utilize points towards a vacation. Was told that I had to pay the full 2 year amount before being allowed to book travel. Explained to the representative that I wasn't tracking this and the initial sales representative that solde me the product didn't explain it this way.

Decided that I no longer wanted to remain with the program and wanted to cancel. Was told I could cancel but would lose all the money I have paid into the program which is well over $500.

Asked to speak with a supervisor to file a formal complaint but was given the " run arounds." I still haven't spoken with a supervisor and still await some type of action. A customer sales representative told me that I had a 10 day grace period in April 14 to cancel my account and since I didn't, they would keep my money.Desired Settlement: I am sure a full refund is not feasible but I have assisted in commiting other Service members into this program. To know I put in payments monthly, without delay, and come out the other end with nothing is very disappointing. The customer service continues to give me a hard time and I feel as if my complaint was put on the back burner. I should receive some type of compensation. Thanks.

Business

Response:

Re: [redacted] Dear Ms. [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 Renewal April 16, 2014. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. Based on the information reviewed, Mr. [redacted] purchased the renewal and was entitled to 100,000 vacation points. The vacation plan program rules state that vacation points can be converted to into vacation cash and used after the membership has been paid in full. Our records reflect that the points conversion terms, outlined above, were not reviewed during the initial sales call. However, after to the salesportion of the call, the validation agent went over these terms very quickly. Therefore, we can understand that Mr. [redacted] may not have understood that the membership renewal needs to be paid in full ninety (90) days prior to the conversion of the points into vacation cash. This information was not thoroughly explained to Mr. Fordt until he attempted to make a reservation on August 20, 2014, at which time, he was advised his membership was not paid in full and he could not convert his points to vacation cash until that time. Based upon Mr. [redacted] experience, he indicated that did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective August 27, 2014 and a refund was issued for $557.24. The refund was issued back to the credit card we have on file. 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, [redacted] Resolution Specialist Office of the President

Consumer

Response:

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

I have worked with the VP on the issue and he is tracking that my account has yet to be refunded. 10 days from the cancellation has pasted. I'm hoping that the funds will get refunded NLT 15 September 2014. The company has been extremely helpful during this process.

Regards,

Business

Response:

Dear Ms. [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.

Our records indicate that the following payments have been credited to Mr. [redacted] star card effective September 23, 2014.

Payment Amount Authorization Code

$99,00 040765

$114.56 043622

$114/56 020582

$114.56 000998

$114.56 045315

Total $557.24

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

Sincerely,

Resolution Specialist

Office of the President

Review: I signed up for Gov Vacation Rewards back on January 7th 2015. I called back the next day to cancel my subscription, as their terms and conditions state I have 10 days to opt out. I opted out within the allotted time frame. I have had to call 3 times to get movement on my refund, and now, 3 months later I still don't have my refund.Desired Settlement: I just want my refund charged back to the credit card I used for the purchase. I've since had to start making payments on the balance on my card, and I just want my refund. Now I have to pay the interest since the balance has gone over 30 days.

Business

Response:

Re: [redacted] Case # [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 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. The cost was $2,999.00 which was paid in full at the time of purchase. Based upon Mr. [redacted]’s request to no longer remain in the program, and that his original request was received within the rescission period, we have cancelled his membership upgrade effective January 29, 2015 and issued a full refund. Although our records show the account was cancelled, our system did not complete the refund. I have manually completed the refund today to Mr. [redacted]'s star card we have on file. Please note the refund can take approximately three (3) to five (5) business days to post to his account depending on the financial institution Mr. [redacted] banks with. I have also reached out to Mr. [redacted], apologized for the delay, provided him with a cancellation number, and also my contact information, should he have any further concerns. 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: OVC Cruise and Travel / RCI Travel FRAUDULENTLY took $284 out of my account WITHOUT MY PERMISSION. I purchased a travel package for a total of $1,189.00 back on March 14, 2014, and was trying to make a reservation supposedly for my FREE 3 night stay in Honolulu Hawaii in a STUDIO Unit that was suppose to accommodate 4 people. Now 2 days later I get a debit from my checking account for $284.00 when it was suppose to be FREE.Desired Settlement: I WANT ALL OF MY MONEY BACK AND I WANT TO CANCEL THIS ENTIRE PACKAGE BECAUSE IT IS WAS FRAUDULENT.

Business

Response:

Re: [redacted] Dear Ms. [redacted]: We would like to thank you for bringing [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, using her RCI Vacations travel package which included a vacation certificate that she purchase on March 14, 2014, Ms. [redacted] booked a hotel at the Ohana Waikiki West in Hawaii for October 23, 2014 through October 26, 2014 for herself, a companion and wo guests. The cost of the 3 nights stay was $284.00 for the 4 travelers. Ms. [redacted] booked her stay on line. She redeemed her certificate for a 3 – 7 night hotel/resort stay. Per the terms of use, the certificate entitles her to book a double occupancy room, and any additional travelers could travel for an additional fee. The complaint asserts that Ms. [redacted] was charged $284.00 for 4 travelers and she only provided her credit card to pay for travel protection for the reservation. Ms. [redacted] indicates that she was to receive a free 3 night hotel stay and she was unaware of the additional $284.00 charge until her account was debited 2 days later. Based on our review, the booking terms are clearly listed on the web site as follows: Pricing displayed based on 2 adults. Additional persons will be charged $40.00 per person, per night, plus tax. Final Receipt will reflect total charges based on occupancy booked. Ms. [redacted] was properly charged for the 2 additional guests traveling on the aforementioned dates, and no error occurred while processing the reservation request. Based upon Ms. [redacted]’s statements, she did not wish to keep the reservation and requested a refund. In the interest of customer satisfaction, as of Friday, August 29, 2014 we requested to have the reservation cancelled without penalty and a refund issued in the amount of $284.00 to the credit card provided during the initial booking process. Upon cancellation, the hotel/resort certificate will be reinstated to the original expiration date. However, we are denying her request to cancel her RCI Vacation package since Ms. [redacted] is outside of the ten (10) day rescission period. Thank you for this opportunity to respond to the complaint and clarify our resolution and position of the matter. Best Regards, [redacted] Resolution Specialist Office of the President

Consumer

Response:

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

Regards,

Review: On November 19, 2014, I received a phone call from sales agent, [redacted], on behalf of [redacted] who explained to me that they were having a special reduced package price lay-a-way vacation. Because of my current financial situation I was not able to commit to any contract plan and indicated that I was not interested. He reassured me that I would be under know obligation to sign any contract or seminars and I would be able to cancel at any time. After being assured that I wasn't obligated under any contract and could cancel at any time, I agreed to enroll in the program based exclusively on the information I was given. I agreed for a down payment of $49.00 and monthly payments of $45 until $499 or was paid in full. Before finalized the transaction,I was given an membership ID [redacted] which I check out and thought [redacted] was offering a good deal, so I agree. On March 10, 2014, I was nearing vacation time so I was going to use my certificate for vacationing in April or June. ICE claims they had no property to chose from at those times, so I needed or decided to cancel the program. I called [redacted] and to cancel and was informed that the company had a 10 day cancellation policy. I indicated that I was never informed of any cancellation period and that I would be able to cancel at any time. They said that if I didn't cancel within 10 days, I would lose my money if I canceled after that. He replied that this information is on the company website under the terms and conditions. I told her that I only just received documentation the terms and conditions after the 10 day period. I indicated to them that this information regarding the cancellation period should have been made very clear on the initial phone call. I feel that I was misinformed and not given all details of the complete program prior to enrolling. This is to me unethical sales practice.Desired Settlement: refund on my [redacted] Card for $184

Business

Response:

Re: [redacted]

Dear Sir or Madam:

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

According to our records, Mr. [redacted] purchased a Sears Registry Vacations package on November 19, 2013. The cost was $499.00 with a down payment of $49.00 and ten (10) monthly payments of 45.00. Our payment history shows that a total of $184.00 was paid toward the package. As part of this transaction, Mr. [redacted] receives a right to rescind the purchase for a period of ten (10) days from the date he received the paperwork.

Our records reflect that Mr. [redacted] contacted our agency on January 13, 2014 to request accommodations utilizing his seven (7) day certificate included in his package purchase. It does not appear that we were able to accommodate Mr. [redacted] request to locate available accommodations in Hawaii and Myrtle Beach within his selected dates of travel. Due to the lack of availability Mr. [redacted] contacted our agency on March 5, 2014 and requested the account to be cancelled.

Mr. [redacted] was outside of the ten (10) day rescission period when the cancellation request was initiated. However, we have decided that as a courtesy, the account will be cancelled effective March 5, 2014, a full refund of all monies paid towards the vacation package has been processed and all future payments have been cancelled. Furthermore, we obliged Mr. [redacted]’s request to be added to our non-contact list in our system.

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

Best Regards,

Resolution Specialist

Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to refund me my full monies of $189 as a courtesy noted in their response. It would be beneficial to me if the business can tell me how long this process will take for my full refund. Once I receive my full refund of $189, and all other promises made to me regarding this account by the business to me are completed, I will consider this complaint resolved.

Regards,

Business

Response:

Good Morning [redacted],

Our Finance Department researched the refund. On March 31, 2014 the refund of $184.00 was applied back to the credit card used for the purchase. However, there was an error and the refund could not be processed at that time. Since then, we discovered that Mr. [redacted] had been charged an additional monthly payment. On April 23, 2014, our finance department successfully processed a refund of $229.00 back to Mr. [redacted]’s credit card. The refund includes the down payment of $49.00 and 4 monthly payments of $45.00. Mr. [redacted] should allow 5-7 business days for the refund to appear on his credit card statement.

Thank you,

[redacted] | Legal Affairs Office Manager & Paralegal

International Cruise & Excursions, Inc.

[redacted] | [redacted], Arizona [redacted]

O-[redacted]| F – [redacted]

Review: I contacted Sears Vacations to book a vacation for my family and requested that I get a handicap room with accommodations for up 4 adults. Once I booked and paid for room, I am now told that the room is only 250 - 400 sq ft and that is not suitable. I chose Presidential Villas because it advertised a partial kitchen and upon further investigation it will only provide a mini fridge and hot plate and microwave.Desired Settlement: I desire to either get what I was promised or a full refund so that I may book with another company. Thanks.

Business

Response:

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 researched and documented our findings and we would like to provide you with additional details surrounding this matter.

Based on our review, Mr. [redacted] booked a 7-day stay at the Presidential Villas at [redacted] in [redacted]. The arrival date is October 12, 2014 through October 19, 2014. Mr. [redacted] applied his 7-day resort certificate to the reservation. There were no additional monies paid out of pocket and travel protection was declined at the time of booking.

Mr. [redacted] indicates he contacted our agency and requested to book a family vacation for 4 adults with handicap accommodations and a partial kitchen. Our records reflect that Mr. [redacted] received the requested accommodations.

Upon review, we listened to the recorded call from August 27, 2014, between N. [redacted] and Mr. [redacted]. During the call Mr. [redacted] advised that there were only two (2) people being booked in the room with the possibility of family staying in the room for 1-2 nights. Ms. [redacted] verified that the requested hotel room would accommodate 4 people.

Additionally, Ms. [redacted] reviewed with Mr. [redacted] that there would be a partial kitchen in the hotel room. There was no specific discussion about the layout of the partial kitchen. Mr. [redacted] stated during the end of their call that he needed handicap accommodations at which time Ms. [redacted] advised him that she would make notations on the account; however, Mr. [redacted] would need to contact the property directly to ensure he received the requested handicap accommodations.

We have contacted the property and learned that he has a confirmed reservation for a hotel unit; as booked. The square footage of the unit is approx. 400 feet. At no time during the recorded call did Mr. [redacted] advise that he needed a larger room due to his needing to bring along his dialysis equipment.

At this time, the property is aware that Mr. [redacted] has requested handicap accommodations. The reservation is booked as a first come, first serve and the property will make every effort to assign him a handicap room upon check in. Mr. [redacted] has the option of upgrading his hotel room to a one-bedroom; however, per the property their larger units are not handicap accessible and range in square footage from 860 to 900 sq. ft. The cost of the upgrade would be at the expense of Mr. [redacted].

In addition, we immediately researched the vicinity for alternative resorts and found that, unfortunately, there were none available.

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

Best Regards, [redacted]

Resolutions Specialist

Office of the President

Review: I would am writing Westgate Cruise and Travel, aka known as the name your company has given at the same address, to cancel my membership. I have been unable to schedule any free vacations they have promised (two "free" vacations or one free vacation and one free cruise). When calling to redeem our certificate, we were told that there was no availability. When we tried to book a year in advance, we were told that they were not able to book that far in advance. Also, we were informed after purchase that the benefits for "free" vacation were only redeemable at Westgate Resorts. In the letter, I told the company that their policies were too restrictive. We have also contributed $2099 to this company. I will admit that we used the travel agency to book 3 events, one in [redacted], one in [redacted], and one in [redacted]. Although we were satisfied with the services, the accommodations in [redacted] were not of the quality we were used to in the past. When I have tried to call to book the free vacation, I explained my experience above, when I asked about cancelling, I was on the phone a long time and transferred to several people. I do not have the time today to sit around and talk to different people in the company, so I am going to the bank to stop the automatic payments ($150 per month until June 2015). I am sending an e-mail to this company and a certified letter. I have informed them that if the process to cancel over the phone takes more than 15 minutes, I will consider written notification enough.Desired Settlement: I am not asking for the full refund, as I have been contributing for a year, and hopefully someone in their organization can take a free vacation that we haven't been able to with our $2099 contribution (know to them as payments for "service"). I am asking for a refund of $1048 at least; this is not including the $150 per month they will not be getting when I stop payment at the bank. If we were to get more in refund, I would be happy, but I would not pursue any other course of action.

Business

Response:

We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. and Mrs. [redacted] purchased a Westgate Cruise and Travel Membership on June 3, 2013. The cost of the membership was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00; records reflect the $9.00 processing fee per payment was waived on July 4, 2013. In connection with their purchase, Mr. and Mrs. [redacted] completed a sales validation call as a condtion of the purchase and were advised of the following: Resort availability is determined by location and season, with upgrade options if needed. Based on the size of your resort accommodations, friends and family may stay with you at no additional cost. Mr. and Mrs. [redacted] based their cancellation request on a June 30, 2014 lack of resort availability and insufficient discounts. This request follows the successful booking of other vacations through Westgate Cruise and Travel which included sufficient discounts under the same program benefit terms. Finally, Mr. and Mrs. [redacted] were entitled to cancel their membership within the ten (10) day rescission period that was included as one of the terms and conditions of the intial purchase of their membership which occurred on June 3, 2013. We have no record of a written or verbal cancellation request within that ten day period or prior to June 30, 2014. Based on these findings, we have declined the [redacted]’request to reimburse half of the $2,099.00 since they received value for their membership and did not attempt to cancel during the rescission time period. Therefore, the account is currently in a write off status for $900.00 as there has been no monthly payment made on the account as of June 7, 2014. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted]Resolution Specialist Office of the President

Review: on 2/7/12 I was contacted by rci to purchase a two cruise and one week package for over $3000.00 of which I would pay $188and change for 18 months. I was told that I had until this time to book and would have to pay at the time of booking for certain items(I was never told it would be over $500 per cruise) and was told that at the time of booking I could use the time up to 4 years. on 8/6/13 I called to book both cruises and was told that I had until 10/4/13 to pay the $597.67 x 2 and to change any of the names I had given them at the time. on 9/30/13 I called to pay the almost $1200 and to change one of the names on the list. I was told that it was not booked and now had to pay $199 x 2 to book the cruise that I thought was booked since august. these cruise packages are a big scam and should not have time limits or penalties on them. the last time my late husband bought a cruise certificate he got sick and we couldn't go then either and lost over $1000.00.Desired Settlement: I would like them to refund my money and stop playing people with their scams. they should have outlined the exact amount that is needed right up front and not just say you have to pay more at time of booking it should be told it will be 600 more for each cruise or whatever it is going to be. they should not have a date to be used by or you pay more, especially when I did call to book it and was told by someone else that I had until 60 days prior to cruise date to pay.

Business

Response:

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

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

To Whom It May Concern:

We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have researched and documented our findings.

Our records indicate that on February 7, 2012 Ms. [redacted] purchased an RCI Registry Vacations Premium Package for $3,299.00. She agreed to a payment plan of one (1) down payment of $199.00 and twelve (12) monthly payments of $181.22 each until the balance is paid in full. The certificates purchased within the package had an expiration date of August 7, 2013.

The RCI Registry Vacations Premium Package certificates for use include:

1 – Premium - 7 Day Cruise Vacation For Two ( or )

2 - Standard - 7 Day Cruise Vacation(s) for Two

1 - 7 Day Resort Vacation ( or )

2 – 3 Night Hotel Stay(s)

Our records indicate that on August 5, 2013 Ms. [redacted] spoke with our representative [redacted] and inquired on booking two (2) cabins on a 7 Day Carnival Cruise sailing utilizing her two (2) standard cruise certificates. [redacted] provided a quote for two (2) balcony cabins with a cost of port charges and taxes only for a total of $597.67 per cabin. Ms. [redacted] was advised that [redacted]s requires a $500.00 deposit (of the $597.67) to confirm each reservation. Ms. [redacted] acknowledged that she was previously advised that she would be responsible for port charges and taxes. She stated that she did not have the funds at this time therefore, the reservations were not confirmed.

Additionally, our records reflect that on August 7, 2013 Ms. [redacted] utilized her vacation package via a confirmed 7 day resort vacation. The stay is at [redacted] and has a check in date of May 18, 2014, with a check out date of May 25, 2013. This stay required the use of the 7 Day Resort Vacation Certificate.

Ms. [redacted] called in on September 30, 2013 stating she now had funds available to pay towards the costs of a cruise reservation. However, at that time her cruise certificate(s) had expired on August 7, 2013, the expiration date of the certificate(s) was a matter that Ms. [redacted] had acknowledged during prior conversations with our representatives. The cost to reinstate an expired cruise certificate is $199.00 per certificate.

We apologize if Ms. [redacted] may have experienced any inconvenience. We must respectfully decline Ms. [redacted] request to cancel her vacation package for a full refund, as she has utilized her vacation package. However, as a one-time good will gesture we will extend her cruise certificate(s) for a six (6) month period. The new expiration date for her cruise certificate(s) is April 4, 2014.

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

Best Regards,

Resolutions Specialist

Office of the President

Consumer

Response:

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

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

Regards,

Review: February 13, 2014 around 7:00 P.M CST I contacted Sears vacation club A.K.A International Cruise & Excursions, Inc. I was originally inquiring about the layaway options that they have been advertising on their website. I spoke to a lady by the name of [redacted] who advised me I had to become an Elite member in order to take advantage of the Layaway option.

[redacted] offered three different packages, and I decided to take advantage of the 35 year vacation package with $99.00 down. When the verification specialist came on the line she was verifying everything [redacted] had offered, she advised me that I was taking advantage of the 10 year offer. I advised he that was incorrect. At this time [redacted] had to double check with her supervisor.

[redacted] advised me that they had recently took the 35 year life plan for $1999.00 away, and that she could no longer offer this package. She only could offer me the 10 year package for the same price. I advised the Sales rep that was unfair. [redacted] checked with her supervisor at this time and came back with another deal. We can now offer you a 15 year package and plus an additional $2000 for travel credit plus everything else that I’ve mentioned. I advised [redacted] this does not benefit me because my whole decision was based of the 35 year plan and you guys are taking 20 years off. Her response” this is a way better offer then before, I’ve never seen management do this for anyone before” I believe I spoke to [redacted] supervisor who in turn offered me the same thing. After, the supervisor got off the phone [redacted] told me the same thing, she also advised me in 15 years if I wanted to renew this offer she would deduct the $1999.00 of the current offered price. I asked could I get what she was offering in writing because I had already been lied to. She checked with her supervisor again and came back to advise they’re not offering that deal anymore.

My concern is as a consumer this should not have originally been offered to me. I wasted 1 hour of my time as well as [redacted]’s time basing my answers off a vacation package that did not exist. I feel like Sears Vacation club should Honor the package that was offered by [redacted] originally and educate her and any of the other employees not to offer this package any more, or if you’re going to offer less years it should be discounted to half the amount that I was going to pay. Instead of paying $1999.00 I should only have to pay $1000.00 and receive the $2000.00 travel credit as well as the 2 7 day vacation packages which was previously offered.Desired Settlement: 1)I would like the original deal that was offered to me 35 year life deal for $1999.00 with two 7 day vouchers and $2000.00 travel credit or

2) I would like the 15 year deal paying only $1000.00 with two 7 day vouchers and $2000.00 travel credit

Business

Response:

February 19, 2014

Re: [redacted]

Dear Sir or Madam:

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

According to our records, on February 13, 2014 Mrs. [redacted] contacted our agency and completed a sales call with our sales representative, Ms. [redacted]. During the call the customer was informed that she could purchase a vacation package for thirty-five (35) years at $1,999.00 and receive $2,000 in Savings Credits. Unfortunately, this package had been recently discontinued and was no longer available to be sold. As a result we could not honor the original offer as a thirty-five (35) year package. The sales representative and her supervisor tried to explain this to Mrs. [redacted].

Due to the error, we have honored Mrs. [redacted]’s request to purchase the package for fifteen (15) years for $1,999.00. As a courtesy the $9.00 processing fee was waived per payment and we applied the $2,000 in Savings Credits to her account as originally offered.

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

Be warned if you sing up for this Vacation package ‘It’s an open ternary package” basically meaning If you have someplace special you want to go and a specific time frame you want to go they may or may not have an opening in that location at that time, so then you have to pick some other place to go if they have any openings at the time you want to go for instance the wife and I wanted to go to Myrtle Beach SC and stay on the beach in the summer of 2014 in June and seen that they had nothing available and was told we could go some other time or pick a different place to go but we had or heart set on going to Myrtle Beach SC, and could only go in the summer months we looked at several other months in the summer of 2014 and nothing was available so I called to see if we could get at least some of our money returned and just kept being told we purchased an open ternary vacation package and to go someplace else and when we told them we didn’t want someplace else cause we still had to pay for all the other transportation food drinks and other vacation expenses and we could afford to drive to Myrtle Beach but not California Barbados, Colorado or Florida we were told that we could go anytime to anywhere, it only a 500 dollar vacation package but hey that’s my 500 dollars and if it were in my pocket I could go to Myrtle Beach and pick any Hotel I wanted to stay at or at least find one when I got there..

Now I am being told I can’t get a refund of any kind and if I don’t take the vacation by 05/31/2015 I just loose the money, so I feel it’s a scam due to the fact when we were talking to the agent that sold us the package we were told we could go to Myrtle Beach anytime we wanted to go once we paid the last payment. We were given a user ID and a Password after the deal was done to go on line and check out the Vacation Packages, so we went on line and started looking and have been looking for more than 4 months and the only times that are available for Myrtle Beach are late fall and winter and who wants to go to the beach when it’s cold and miserable?

NOT US we want to be able to enjoy our stay in the pool and Ocean in bare feet and shorts not in our winter coat we could do that here In Indiana for free.

I t just upsets me when people take advantage of people like this..

Review: I signed up with sears vacations because the sales person made me promises. The promises was that I could go to any hotel I liked whenever I liked and that they would give me the best pricing. That has showed to not be true as overtime I speak to a agent the response is we don't have a discount on that hotel at this time. However, I was not told that it would be a specific time frame on when I could get in a specific hotel.

Next issue is I was given two free housing trips, were you guys were suppose to pay for my housing for my vacation. Now when I go to use it to take a vacation you are trying to make me stay in a low level hotel an trying to pass it off as a 5 star, and your response is it only needs some remodeling work but it is still a five star. Nothing that I was sold has beed real life, and you should train your sales people on honesty rather then deception.Desired Settlement: I have invested some were in the realm of $1500 with sears vacation and unless you can provide the things to me you promised starting with the rooms at no cost at a hotel of our choice, then we would like our refund on the money we have invest into a vacation plan that isn't what it was promised to be.

Business

Response:

Our response was larger than the word limit capacity. The response was sent to the [redacted] on Friday March 4th at 4:53pm. A costomer service member from the Revdex.com with be sending the response to you. Thank you, [redacted]Legal Office Assistant

Review: On 12/29/15 I agreed to past $2499 to become a VIP member of Direct Buy travel. I was assured that I would be booked on trips at more then 50% percent of published rates. My first trip was booked to leave on 12/27. However our flight was cancelled and this is when the issues began. We called DB Travel right away to give them ample time to notify the hotel of the changes in plans. The employees said he could do anything for us and we spent the next five or so hours on the phone trying to get the trip booked for different nights. We spent the next tow days being put on hold and never ever got an email confirmations that our dates had been changed. We had to call the resort directly the night before out new flight to book the room. We found out at that time their direct rate was cheaper. DB Travel to date has only refunded on of the two extra nights we were chrged. I have asked for the second night to be refunded in the amount of $914.78 I have also requested thru email and fm for a full refund for the membership fee since they clearly do not provide the services they sold me to the amount of $2499. I sent an email request on 1/6/16 to date my husband had received one vm. He called them back multiple times without reaching anyone. We have been more then patient and would like to seek your help to resolve this situation as at this time our request has received zero interest from anyone within this organization. I am at a loss as what to do now and feel helpless and like I have been a victim of fraud and deceitful sales practices.Desired Settlement: I would like to receive a refund for the entire membership fee as well as the extra night the hotel charged us for lack of Direct Buy Travel to notify the resort of the delay in our arrival. Total refund amout would be $3413.78. I believe that Direct Buy Travel has already set the precedent to refund that second night since they did refund the first night. I no longer want to utilize their "services" that are actually more expensive then booking directly and the $2499.

Business

Response:

February 22, 2016

Re: [redacted]

Dear Sir / Madam:

It is the claim of Mrs. [redacted] that upon purchasing the membership she was assured she would receive more than 50% off published rates. Subsequently, she booked her first trip at the Pueblo Bonito Emerald Bay Resort & Spa Hotel for December 27, 2015. However, on their day of departure, which was December 27, 2015 Mrs. [redacted] and her family arrived at the airport and learned their flight had been cancelled. She asserts that she contacted the agent with ample time to notify the hotel of their need to change their reservations. Mrs. [redacted] notes she spent nearly five hours on the phone only to have to call the hotel directly to make the reservation, but not before learning the rate at the property was lower than what she could get through Direct Buy Travel. Mrs. [redacted] confirmed that she received a one night refund for the date change at the hotel, but is requesting the second night be refunded along with the $2,499.00 she paid for her membership.

Based upon Mrs. [redacted]’s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective February 22, 2014 and a refund was issued for $2,499.00. The refund was issued back to the credit card we have on file ending in xxxx—3442. Nonetheless, no additional refund was issued for the second night stay. Our records reflect the property manager agreed to reimburse Mrs. [redacted] for only one night as a result of the date change. Per the terms and conditions no changes can be made to a reservation after 24 hours with the exception of a name change. The property granted the refund due to the extenuating circumstances. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs. [redacted] banks with.

Best Regards,

Shannon [redacted]

Resolution Specialist

Office of the President

Review: We purchased a cruise and travel protection plan thru CSA with this cruise company. We however found much cheaper prices thru another agency so we called to check and see if the insurance was transferable as it was the same cruise. Per the representative I spoke with at westgate they felt there should be no problem, worst case scenario the insurance is good for 2 years from date of purchase so could be used at any rate on another cruise we could book thru them. So we canceled the cruise and then found out that this is not the case as OVC (westgate)charges a non-refundable fee that shows up as a penalty to the CSA insurance company so the insurance is no longer refundable or transferable because it has been used for the trip cancelation. So the insurance company has made 679.00 for a cruise that has not happened, and I am sure Westgate gets their commission also along with the 195.00 cancelation fee. I feel we were misinformed and this has lead to a substantial loss of money to us.Desired Settlement: I would like to have the coverage transferred to the cruise that we rebooked as it is on the same cruise ship for the same time as the Westgate rep had suggested was possible. CSA also provides policies to the Vacations to Go group, who we rebooked with. If not I would like the 679.00 refunded to us.

Business

Response:

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, On June 21, 2014 the [redacted] purchased a Princess Cruise on the Island Princess, which departed from Barcelona on June 3, 2015. They used their week exchange through Westgate Cruise and Travel. The cost of the cruise was $1,554.95 to include $194.95 paid to Our Vacation Center. In addition, CSA Travel Protection was purchased at $120.00. It is Mr. [redacted] claim that he had to cancel the cruise, however, he was advised prior to cancellation that if he cancelled the cruise the insurance policy would be transferable to another cruise within two (2) years from the date of purchase. Upon cancellation the [redacted] indicate they learned the policy was not transferable due to the OVC penalty on the booking. In review, it is standard policy that the OVC deposit is forfeited in the event of a cancellation, this fact is evidenced by the recorded validation that was completed with Mrs. Tucker at the time of purchase. Additionally, in the event of a cancellation the insurance policy can be applied to another cruise booking providing the reservation has not gone into any form of penalty. In the [redacted] case they were not in penalty with Princess, however, their OVC deposit was penalized upon cancellation. The agent they spoke with had indeed misinformed them about being able to transfer their insurance policy to a new cruise booking. As a result of the incorrect information we have refunded the $194.95 to the Tucker’s. They can use the policy on another cruise booking, however, the policy must be applied within twenty-four (24) months and can only be used with a booking made through our agency. We have made contact with the [redacted] and advised them of the refund and information about using their policy toward a future cruise booking, which they have accepted as a 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

Consumer

Response:

I have spoken to the business directly and am accepting the resolution they proposed. Thank you for your assistance.

Regards,

Review: My complaint is that they are very hard to get a hold of, when you call their number. And the main thing is, that you can't view your balance, so you can't see how much you put in or how much you have left.Desired Settlement: We just want to make sure that this company is legit, because it sounds like a very good deal. If it's not then we would like our total refund back. We have been fooled before, with a modifeing company, and till this day still haven't seen any refund from them.

Business

Response:

Re: [redacted] Case # [redacted] Dear Ms. Glass: 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 Vacation package on November 8, 2014. The cost of this package was $1,999.00 with a down payment of $199.00 followed by thirty-six (36) monthly payments of $62.38. In Ms. [redacted]’s complaint, she has indicated that her primary concern is that she can not view her account, so she can not tell how much she has paid into her account, or what her balance is. When Ms. [redacted] purchased her vacation package, we included instructions, along with user name and password, on how to access the web site to manage her account. Ms. [redacted] can access mypaymentmanager.com and use the user name and password included in her purchase documents. I have further reached out to Ms. [redacted] and left her a message with my contact information. I will be happy to assist her with the web site in order that she may manage her account on line in the comfort and convenience of her own home. 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: Just a run down of who is involved...

[redacted] ext: [redacted] (agent)

[redacted] ext: [redacted] (supervisor)

[redacted] ext: [redacted] (direct supervisor)

Fransico ext: unknown (supervisor)

I contacted [redacted] to book 2 rooms (2adults and 2children per room), [redacted] was the person whom my call was directed to. [redacted] quoted me a price that had me excited because it included more that what the [redacted] was offering me for the exact same price. While going through the process of purchase the phone hangs up (I'm thinking it was technical issues because things like that happens in a call center). I give him time to reboot his system so in the mean time I contact the [redacted] to cancel my already made reservation . I call [redacted] back once I get off the phone with the [redacted] and once I state my name the phone hangs up again, (so now im thinking its my phone) I call my sister and have her call and they have a normal convo with no phone issues, so I call back and once I stated my name again the phone hangs up AGAIN! I'm now confused so I contact his supervisor which is [redacted] and she stated that he might of been having phone issues and I let her know of what had happened. No she is handling my reservation, she quoted me the same price he quoted me but all the other things that he quoted me was not included in the package she was quoting to me, I asked her to honor the package that he quoted me and she said that she was unable to because it was not confirmed (but how can I when I get hung up on during the process?) She then had gotten an attitude with me because I asked her to listen to the call so I then asked to speak with her supervisor. I was then connected with [redacted] (who provided me with excellent customer service, she said that she was going to turn this headache into a blessing and also take care of the additional fees (I am now recording the convos myself). She quoted me a price that was discounted an I was happy about that she just needed to check with her direct supervisor to make sure everything was ok. She asked if she can contact me on Monday to give them time to listen to the recordings and I was ok with that as well. She contacted me Monday saying that they need more time and she will give me a call back within the hour... 5hours pass and I have hear nothing from them. I call them and left a message.. the next day pass still have heard nothing from them, so I decide to contact the customer service department and that's when I reached Francisco... I explained to him the situation and he stated that he would look into it and give me a call back. The whole day pass and still no call. I contacted them back the following day and left a message on [redacted]s voicemail stating that I was going to file a Revdex.com complaint and she then contacted me back the next afternoon and rudely stated to me that I do not have to book with none of their rooms, I was highly offended and told her that I am now in the mind frame of canceling my whole account. She then went on and started quoting me higher prices and said that they will not be taking care of any additional fees. I let her know that I have the conversations recorded where she promised me that she would. (I will be emailing them to the company.) Im hurt and upset with this company. All I wanted to do was go to San Diego for my husband birthday and have a good time, I have never had to deal with such a headache on trying to book a room especially when I am spending money.Desired Settlement: I feel like my trip should be comped or even given to me at the quoted price with an additional discount (example: [redacted] gift card or anything).

Business

Response:

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Ms. [redacted]’ correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a [redacted] Vacation package on May 7, 2014. The cost of the package was $3,999.00 with a down payment of $399.00 and thirty-six (36) monthly payments of $124.76. Our records indicate on November 1, 2014 Ms. [redacted] called our agency to get a price on the [redacted] – [redacted] for November 14th and 15th. Our agent gave a price to Ms. [redacted] of $171.00 per night to include parking and continental breakfast for her family of 2 adults and 3 children. While receiving the price quote the call disconnected before the booking could be completed. Subsequently, before Ms. [redacted] contacted our agency back to complete the booking, she contacted the [redacted] to cancel a previously booked reservation. Upon contacting our agency to complete the reservation, Ms. [redacted] was not able to get in touch with her original booking agent, and thus she spoke to another agent who provided her pricing for the requested dates at the Hyatt, however, it was learned, at that time, the pricing previously quoted, was incorrect. The pricing previously quoted, indicated that parking and continental breakfast would be included for all parties. The original price quote of $171 per night includes the continental breakfast for 2 adults but no parking. In an attempt to resolve this matter, we have reached out to Ms. [redacted] via email as both the phone numbers listed on our file, and the one listed on the complaint are currently not in working order. We anticipate resolving this matter in a satisfactory manner for both parties upon speaking to Ms. [redacted]. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: I received a phone call on 12/04/2013 from a person with Sears Vacation offering me a layaway package for a cruise up to 7 days and a free 7 day resort stay. I was told that I could put it on layaway for $149.00 down and payments of $75.00 per month. I went through the steps with Sears Vacation on 12/05/2013 to purchase this as a layaway package with the understanding that I can't use the cruise package until I have completely paid for it. Well I called on 1/6/2014 to cancel the package only to be passed around for over 20 minutes to different operators. I called back on 1/7/2014 to cancel and was on the phone for over 30 minutes to have the customer service rep ([redacted]) tell me that I couldn't cancel the package because in the package they sent me which is a truth in lending disclosure letter only that I have 10 days to cancel. I was never told this when I talked with the representative that sold this package and asked what would happen if I needed to cancel and the representative contiunued to say that there would be no problem that everything would go smoothly. I haven't received any paper work telling me what I was receiving in return for these payments, no information on the cancellation policy, and no contact information. They are not very being honest and upfront and disclosing the cancellation information when they are making these layaway packages sales. If I haven't received or "taken" their cruise or vacation then they should cancel the package. Sear Vacation Layaway is basically a rip off and is trying to make me pay for something that I don't want.Desired Settlement: I want the package cancelled and my $224.00 refunded to my Visa card. I'm not taking the package so I feel as if this is fair.

Business

Response:

January 22, 2014

Re: [redacted]

Dear Sir or Madam:

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

According to our records, Mrs. [redacted] purchased a Sears Registry Elite Vacations package on December 5, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00.

Based on the terms and conditions of the package, if a customer opts to purchase under the payment plan, they can book a cruise vacation if the package is paid in full within ninety (90) days prior to the sailing, and if they want to book a resort vacation, three (3) monthly payments have to be made prior to redeeming the resort certificate.

Upon agreeing to purchase a vacation package, each customer is sent a Federal Truth-In-Lending Disclosure which outlines the purchase price and terms of the package. The statement includes the rescission period which indicates that a customer has ten (10) days to cancel their purchase in order to receive a full refund. Our records reflect that we printed and sent the above referenced statement on December 5, 2013 to the address we have in file. Furthermore, as part of the purchase process a validation call was conducted and during this call Mrs. [redacted] was informed that she could review the www.searsvacations.com website to review all of her benefits and the terms and conditions that govern the package in further detail.

In conclusion, our position is that this was a valid sale of a vacation package under written terms which contain ample time for the buyer to rescind the transaction if they so choose. In this case, Mrs. [redacted] waited until long after the ten day rescission period to attempt to rescind. However, since we are very concerned with customer satisfaction, we have agreed to cancell the aforementioned vacation package as of January 22, 2014 and a refund in the amount of $224.00 has been processed back to the credit card on file. The refund(s) will be processed in two separate transactions; $149.00 down payment and one (1) monthly payment of $75.00 totaling $224.00. The refunds will be credited to the account in approximately seven (7) to ten (10) business days depending on the financial institution Mrs. [redacted] banks with.

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

Best Regards,

Resolution Specialist

Office of the President

Consumer

Response:

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

Regards,

Review: I already had a basic lifetime membership with International Cruise and Excursion Gallery Inc. (ICE). When, on Saturday, September 14, 2013, Mr. [redacted], who is an account specialist with the ICE company, called me to sell me a membership upgrade to the elite level of membership. I explained to him very candidly that my husband and I already have two other vacation exchange memberships and did not need to upgrade our membership with ICE.

Mr. [redacted] asked me if I was planning any vacations and insisted that an upgrade in my current membership with ICE would afford me privileges that the other memberships could not. I shared with him that I was currently planning a surprise trip for my pastor and his wife to go to [redacted] for their anniversary and that they wanted to stay at the [redacted], which is a resort. He replied that as long as it could be “Googled” online, I could use ICE rewards points to stay at the [redacted] at the best rate and I could apply my points do the stay could possibly be for free if I got the membership upgrade. He offered to set up a payment plan for me at the lowest rate he had to offer, which was payments for 18 months. I asked if we could confirm with his reservation department in regards to their ability to secure the [redacted] and to see what the rate would be. He assured me that they could book there as long as it could be googled. I repeatedly asked Mr. [redacted] if he could get ICE reservation department on the line to confirm what he was telling me prior to making the sale, and Mr. [redacted] stated that the reservation department wouldn't be able to speak with me until after I upgraded because my current level of membership would not have access to the elite level privileges of booking that resort. Mr. [redacted] verbally reassured me stating again that with this new upgrade in membership, I could use my membership points in order to book discounted or free stays at any resort around the world, "as long as the resort can be googled" (i.e., located via Google search engine online). He said that as soon as we got off of the phone, he would start working on the reservation with his reservation department and that he wanted me to email him the details.

I explained to Mr. [redacted] and was explicitly clear on the phone with him prior to agreeing to upgrading my membership that my husband and I were only considering the upgrade because it would help us in booking the stay at the [redacted] for my Pastor for free or at a deeply discounted rate. I explained to Mr. [redacted] that my pastor and his wife only wanted to stay at the [redacted] in [redacted] for their anniversary celebration and that is where they stayed on their honeymoon. I explained that this was the only resort for them and that this was a deal maker or breaker for us. I agreed that I would sign up for the 18-month payment plan. Mr. [redacted] again assured me that "as long as a resort could be googled online that ICE elite membership can book a stay there getting the best price listed anywhere” and then the rewards points can be applied to that rate to discount it several hundred dollars or make it a free trip.

Following this, Mr. [redacted] said that he would be my personal vacation account specialist. He also said that I was to call him to make any reservations. He asked me to email him the details that we had discussed about planning the stay at the [redacted] in [redacted] so he could start on getting rates for me and giving me the price it would cost using my newly acquired points with my membership upgrade. I sent him the email immediately after getting off the phone with him at 3:17pm listing the details of the trip reservation that I would like. He replied that same day, Saturday, September 14th at 6:17pm, via email saying, "Thank you I received it and will start to move forward with the plans."

Since then Mr. [redacted] has not contacted me at all. I have attempted to reach Mr. [redacted] several times via email, several times via phone call and have left several voice messages on Mr. [redacted]s voicemail over the last 3-4 weeks. I have also called ICE customer service regarding the issue. When I contacted the reservation department to book a stay at the [redacted] and explained to customer service and other account specialist about the issue, and all the details that were explained to me about my new membership, they stated that my ICE rewards points could NOT be used towards a stay at the [redacted] and that when I was told that, it was not true. Additionally, the ICE reservation is saying that it is absolutely not true that any resort that can be Googled can be booked. The reservation department for ICE stated that what Mr. [redacted] told me regarding booking the [redacted] [in order to make the sale] is false and cannot be done.

I called ICE and have attempted to speak with a supervisor two weeks ago. I was told that a supervisor and Mr. [redacted] would call me to fix the situation; however, I never received a called from Mr. [redacted] or a supervisor. I have continue to try to reach Mr. [redacted] after this and sent him another email requesting a refund. I have not received any response from Mr. [redacted] any supervisors, or any one from the ICE company.

I am extremely dissatisfied with the lack of service I have received. I am very concerned about the fact that I was lied to and deceived about the details of the service/product in order for Mr. [redacted] to sell me this service/product. This type of business dealing is an outrage.Desired Settlement: I want a reversal of charges made for this service/membership as well as the termination of future charges/cancelation of 18-month payment plan for the membership upgrade, as the membership does not offer the services that Mr. [redacted], the customer service representative, claimed it offered when the service/product was being sold to me.

Business

Response:

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

To Whom It May Concern:

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

Our records indicate that on September 14, 2013 Mrs. [redacted] spoke with Mr. [redacted], her account manager, and agreed to purchase an ICE Platinum Rewards Elite Membership Upgrade for a cost of $1,999.00. She agreed to make one (1) down payment of $99.00 and eighteen (18) monthly payments of $114.56 until paid in full. To date the amount paid toward the Elite Membership Upgrade is $204.56.

One of the many benefits of the Elite Membership Upgrade is additional points that are added to the membership account. These points may be utilized towards vacation travel and may reduce the out of pocket costs for the vacation. With the additional points added to her membership account the total points available for usage, after the upgrade, was 110,000.

Mr. [redacted] and Mrs. [redacted] did discuss the point’s usage towards a possible Bermuda vacation. We feel that Mr. [redacted] missed the opportunity to clarify for Mrs. [redacted] that although points can be used towards vacation travel, depending upon availability, they may need to be converted into Vacation Cash to complete their application. The conversion of points into Vacation Cash, to be applied towards a vacation travel reservation, can only be completed once the membership has been paid in full.

Based on our research we have determined that we will honor the request to cancel the Elite Membership Upgrade. A refund will be issued in the amount of $205.46 and will be returned to the original credit card used. Please allow seven (7) to ten (10) business days for the refund to be processed. The cancellation will be effective as of October 15, 2013.

Upon cancellation of the Elite Membership Upgrade all payment obligations for said membership will cease and all benefits under that membership will be forfeited. Mrs. [redacted]’s membership account will return back to the ICE Platinum Lifetime Membership, which is paid in full. Mrs. [redacted] will still maintain the use of her Lifetime membership and will be bound by the terms and conditions of that membership.

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

Best Regards,

Resolutions Specialist

Office of the President

Business

Response:

Re: [redacted]

Dear Ms. [redacted]:

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

Our records indicate that on October 14, 2013 we received and responded to a Revdex.com complaint regarding the cancellation of Mrs. [redacted]’s ICE Platinum Rewards Elite Upgrade. The cost of the upgrade was $1999.00. At the time of the cancellation request, a $99.00 down payment and one (1) monthly payment of $114.56 had been paid.

Although we determined that our agency would cancel the membership and issue a full refund of $213.56 to Mrs. [redacted], our records show that the membership was not cancelled and no refund had been issued, probably as the result of a system error. Based on our findings we have now cancelled the referenced membership as of November 20, 2013 and a refund in the amount of $328.12 has been processed back to the credit card ending in xxxx—[redacted] The refund includes the $99.00 down payment and two (2) monthly payments of $114.56 including processing fees.

Please note that the following refunds will be processed in three (3) separate transactions. The refunds will be credited to the account in approximately three (3) to five (5) business days depending on the financial institution Mrs. [redacted] banks with.

We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. We apologize for this error in our system and for any inconvenience it may have caused Ms. [redacted].

Best Regards,

Resolution Specialist

Office of the President

Consumer

Response:

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

Regards,

Review: I made 2 hotel reservations through [redacted] and [redacted], a travel site recommended by [redacted] on the your site. One reservation was for the night of 13 July and the other reservation was from 14-25 July at the [redacted] Sawgrass in Tamarac, FL. On the morning of 14 July, during my checkout for the night of the 13th and check in for the 14-25 Jul, I informed the hotel staff that I didn’t have hot water in my room, there was no hot water in the shower. The hotel staff said that they would look into the issue. When I returned to my room the night of 14 July, there was still no hot water in the shower. I again informed the hotel staff and I was told that maintenance did not see an issues with my room. At this time I was dissatisfied with their response and decided to check out. Before checking out, I called the hotel reservation number provided to me in the email confirmation sent by [redacted] and [redacted]. I was told that I would not be charged a cancellation fee if I checked out prior to 11:00 AM on the morning of 15 July. I checked out of my room at 10:12 AM on the morning of 15 July 2013.

Later, I find out that I was charged $968 for the entire stay from 14-25 Jul 2013. I should have only been charged $88.00 for a one night stay. I tried to resolve this issue with [redacted] and [redacted] on 17 July. The representative that I with talked with (Ken, ph: [redacted] ext [redacted]) (I am not 100% sure about the name but I am 100% sure the phone number is correct) said he didn't know why I was being charged the full amount and he noticed some other discrepancies with my reservation. Example: I had until 12 July at 23:59 to cancel my reservations when my reservation was not made until 13 July. The representative said he would check with his manager and give me a call back. The representative never called me back and my follow-up phone call to him was unanswered.

I n my written hotel agreement with [redacted] and [redacted], there is notinging written that said I could not check out the hotel early. There is only a written agreement that said I must cancel my reservation before 12 July 2013 11:59. Please read below the cancellation policy from email that I received from [redacted] and [redacted].

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Cancellation policy: You can cancel this reservation on or before Jul 12, 2013 (Local hotel time) without incurring a cancellation fee.

If you cancel your reservation after 23:59 on Jul 12, 2013, the following cancellation charges will be applied :

88.00 USD

If you fail to show up for the reservation, the entire amount of the booking will be forfeited.

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I also want to point out that my reservation was not made until 13 July 2013 but I was given the day of 12 July 2013 to cancel my reservation. I did not fail to show up for my reservation. If needed, I can provide my hotel document showing my check in and check out time.Desired Settlement: I wish to have $880.00 of the $968 re-credited back to my credit card. I only stayed one night of the reservation due to poor hotel conditions. I also would like to know why the cancellation for my reservation was 12 July 2013 when my reservations was made on 13 July 2013 are why guests are made to stay at an undesirable hotel without the option of obtaining a refund for their inconvenience .