International Cruise & Excursion Gallery, Inc.

The company will need to send me an cashier's check to [redacted], because the account was closed.Thanks for all your help.
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,
[redacted]

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

provide you with the facts and our resolution concerning this matter. According to our records, [redacted] has not purchased any products or services through our agency but did sign-up for a free membership back in January of 2011. By signing-up for that membership, her provided permission to to telemarket offers to him. He has now requested to be removed from our phone and email campaigns. Effective November 4, 2014, we have marked [redacted]s account with a Do Not Call notation. Additionally, we have sent a request to our Dialer Admin team and requested that all information, including email addresses and phone numbers be removed from any dialer and email marketing campaigns. Once a request has been made, ICE will add the telephone number(s) to its Company Do Not Call List within thirty (30) days. It is the consumer’s responsibility to inform ICE if the consumer’s telephone number(s) change. During the removal period there is the possibility that [redacted]l can receive intermittent calls from our agency until the removal is complete. ICE complies with federal and state laws and regulation and is committed to protecting and respecting consumer privacy rights. ICE consults federal and state registries to ensure compliance with Do Not Call requirements. Consumers may place their number(s) on the National Do Not Call Registry by calling [redacted] or on-line at [redacted] We 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

August 9, 2016 Re: [redacted] Case 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.We have researched this situation and it appears that the cancellation did take place on July 5, 2016, however, the complete process was not done properly.  This error caused the refund to not trigger for action.  This was realized and corrected on July 29, 2016 and the refund processed at that time.  Please allow seven (7) to ten (10) days from the date of cancellation, July 29, 2016 for the funds to post, depending on the financial institution Mr. [redacted] banks with.Please accept our sincere apologies for the delay in getting this issue resolved. 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 Brothers Resolution Specialist Office of the President

[redacted]
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,
[redacted]

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.
 The only way I could get them to stop charging my bank account was to close the account all together. I told them repeatedly that I was not happy with any option I was given and I was being forced to make a decision to keep them from withdrawing more funds out of my account. I can not accept a loss of $749. This is not right. I was never given an opportunity to get my money back because it was never an option given me by this company. I want my money back.
Regards,
[redacted]

July 29 2016Re: [redacted] Case No. [redacted]  Our Account ID # [redacted]Dear Sir or 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.Our records indicate that Mr. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program and purchased a vacation package on November 7, 2015.  The cost of this package was $5,999.00 with a down payment of $599.00 followed by thirty-six (36) payments of $187.14 per month.The vacation package Mr. [redacted] purchased included a 7 day resort stay that needed to be booked within ninety (90) days of purchase.  Unfortunately, Mr. [redacted] called to make a reservation after the ninety (90) days and his certificate had expired.  We made an exception for him and extended his certificate which allowed him to book a 7 day stay at the Westgate Town Center in Kissimmee, Florida beginning April 23, 2016 to April 30, 2016.Our accounting and computer system is set up so that when a payment is not made on the due date, the certificates in the account are blocked for use until the payment has been made, and the account brought current.  When any account gets blocked for non- payment, the member will need to contact the customer service department to be able to get the certificate reactivated once the payment has been made.  Which was the case for Mr. [redacted] in June.  Mr. [redacted] contacted our agency on June 5, 2016 inquiring as to why his certificates were blocked.  The customer service agent, Justiniano, explained that his payment due on June 3, 2016 had not gone through and that his certificates automatically get blocked when that happens.  Mr. [redacted] said he would look into why the payment did not go through and call us back.  According to our records, Mr. [redacted] has not called back.Our system is also set up to periodically charge any payment that is in a past due status in orderto bring the account current.  Mr. [redacted] June 3rd payment went through on June 7, 2016.In reviewing Mr. [redacted] account, his July 3, 2016 payment did not go through and his accounts are currently blocked.  If Mr. [redacted] would like to make a change to the date of his payment, we are happy to assist him, as we want to make sure he has the most convenient payment date that fits his financial needs.  He can change his payment date on line at [redacted]m or he can contact our customer service department at ###-###-####.  Any of the agents will be happy to assist him with a payment change date.As previously indicated, Mr. [redacted] July 3, 2016 payment is currently past due and in order to unblock his certificates, he will need to bring his account current or make payment arrangements with our customer service department.  Should Mr. [redacted] choose not to do that, all moniespaid into his account will be forfeited. At this time Mr. [redacted] has surpassed the rescission period to receive a refund, and we are unable to honor his request for a refund.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Sincerely, Jannelle Brothers Resolution Specialist Office of the President

unacceptable business practices and customer service given. I did book a vacation with GOV after 7 days of back and forth phone tag and promises from supervisors to call me back. I urge others do not fall for their trap and taking money from military members with unfilled promises and ripoff tactics.  I understand a travel agent supposed to recommend resorts, not ask us what resort for the area. I am booking with you guys because you are the travel experts. But I guess, you are not. I advise everyone to stay away from this company.  As for the refund I will take it as a lesson learned and hope others do not fall for your trap. A contract was signed yet your end of the contract was not fulfilled, so you are wiping your hands clean, taking our money and running. A copy of the contract was never sent to me nor are we able to see our contract online on our account.  I referred many people to your agency, luckily they have not signed up yet nor will after hearing what we had to go through. Sitting on hold for over an hour waiting for a resort to be cancelled. Telling us our points would be refunded by end of day, stating a specific agent would call back, yet another one calls back. Unable to reach account manager nor get calls back from her. the list continues, but I will not be wasting my time with using you again.

The 3 day time frame to cancel subscription was never discussed verbally by the agent who sold me the package, nor mentioned by the two customer service reps that I spoke with on March 10th and March 11th. Furthermore, the representative I called on March 16th said there was a 10-day window. I will continue to fight to have my deposit returned.

June 8, 2016
Re: [redacted] Case # [redacted]
Dear Sir or Madam:
Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on July 16, 2015. The cost of the upgrade was $1,999.00 with a down payment of $199.00 and eighteen (18) monthly...

payments of $112.00 per month.
As standard policy, we conduct a sales validation, at time of sale, which outlines the details of the membership upgrade. During this validation, which was completed on July 16, 2015 at 4:38 PM, Ms. [redacted] was advised that any booking reservation made through the program options were all subject to availability.
We certainly apologize for the service Ms. [redacted] referred to in her complaint. In addition, we have taken her feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided. It is our goal to provide our members with exceptional customer service.
At this time, Ms. [redacted] has surpassed the rescission period and we are unable to honor her request for a refund. However, as a courtesy and in the interest of customer satisfaction we have extended her cruise and/or resort certificate for an additional six (6) months from today’s date. She can travel past that date, however, the vacation needs to be booked by that date.
Should Ms. [redacted] choose to cancel her membership and, as mentioned above, receive no refund, she can contact our customer service department at ###-###-####, Option #5, extension 2506. She will not be charged for any future payments should she choose to cancel.
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

[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,
[redacted]

Tell us why here...February 7, 2017
Re: [redacted] Case # [redacted]
Dear Sir or Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings and we would like to provide you with the facts.
According to our records, Ms. [redacted] has not purchased a membership through our company; however, we have a partnered relationship with Vida Vacations through our Private Reserve Travel Collection.

Consequently, our company does not hold the contract referenced in Ms. [redacted]’s correspondence, nor have we received any of her payment. The request to cancel the contract needs to be sent directly to: [redacted]. I have forwarded a copy of your complaint 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,
Jannelle B[redacted]
Resolution Specialist
Office of the President

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

and our resolution concerning this matter. According to our records, Mrs. [redacted] booked a hotel stay at [redacted] in [redacted], Florida. The travel dates were for July 5, 2015 to July 7, 2015 and all charges were paid in advance through our agency. To review, we made contact with the property and spoke with Jennifer in the billing department and she confirmed the hotel erroneously charged Mrs. [redacted] $133.28 upon checkout, which they have refunded back to the her credit card. Mrs. [redacted] verified with our agent Ms. Hall that she has received the refund. In addition, Jennifer and Mrs. [redacted] spoke to her financial institution, who agreed to waive the $35.00 overdraft fee. 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

Tell us why here...Re: [redacted] Case No. [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] contacted our company on June 12, 2015 and booked a twelve day cruise from Venice to Barcelona. During the booking process, the agent, [redacted], presented four (4) special promotions that the cruise line was offering at that time. Ms. [redacted] could select one of the following promotions: (i) $75.00 excursion credit per port with 9 ports for a total of $675.00, or an (ii) Ultimate Dining Package, or an (iii) Ultimate Beverage Package, or (iv) 250 minutes of free WIFI.
Ms. [redacted] told [redacted] she and her husband did not drink alcohol, so they would like promotion number one (i), the $75.00 per port excursion credit.
According to Ms. [redacted]’s claim, she booked five (5) shore excursions and she received the credit for four (4) of the excursions for a total of $300.00. In a review of the promotion from the cruise line, the promotion was for a maximum of four (4) ports. Unfortunately the booking agent did not inform Ms. [redacted] of that restriction. We are therefore honoring the verbal agreement by the booking agent, and have issued Ms. [redacted] an additional $75.00. This $75.00 represents the fifth port, as she has already received the credit for the first four ports. The $75.00 will be issued in the form of a check mailed to the address we currently have on file. Please allow seven (7) to ten (10) business days for receipt of the refund.
We would like to thank you for the opportunity to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Sincerely,
[redacted]
Resolution Specialist
Office of the President

While I appreciate the response provided by International Cruise & Excursion Gallery, Inc. concerning my complaint, I disagree with the information which the business provided to the Revdex.com as fact. It is untrue that the method of payment which I provided has expired, and I am certain that I provided the agent the correct card number and expiration date to begin with.  I challenge the business to produce audio proof to the contrary, and I resent the business making such a claim as the reason they have yet to refund me my money.  The expiration date on my method of payment can be verified, making the error on International Cruise & Excursion Gallery, Inc.’s end. On April 17, 2017 I contacted the Finance Department at ###-###-#### and when prompted entered ext. 2716.  The recording said the system did not recognize neither my home number nor my cell number, and it also said that ext. 2716 was not available at this time.  I have spent enough time and energy trying to get this issue resolved with this business.  Instead of me continuing to call and getting recordings and getting transferred to a multitude of people, I am requesting that someone from the Finance Department call me at my home number provided so I can update the expiration date.  I am making myself available to be reached at home the remainder of today (April 17, 2017) and all day tomorrow, April 18, 2017 in order to get this done.

I was not given a 3-night hotel certificate for any hotel in their inventory as they have finally agreed I was offered. I was given a 7-day, limited resort certificate that according to James G[redacted] is the same except it can not be used at a hotel for there days. Initially James H denied offering a three day certificate according to the account manager Gwendolyn at which time the 7-day resort certificate was placed into my account. The refund should be based on me being mislead and lied to.

[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,
[redacted]

All refunds have been processed.  The refunds may be delivered in separate transactions as they were provided, depending on the financial institution. Please allow the 7-10 business days to post to the account. If all refunds have not posted with-in that time frame, please notify us and we will follow up with the banking institutions.Thank you,[redacted]Legal Affairs Manager

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.
I do not consider this case resolved . The International Cruise & Excursion Gallery, Inc. has not honored the refund promised of $99.00 plus the one time payment of $86.78. I have attached three monthly statements from the [redacted] that was used for payments. which will show the initial payments made in August and September 2014 as well as proof that no refunds were received.  Thanks for your assistance in the matter.Best Regards,-[redacted]

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

like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Records reflect there have been four (4) monthly payments of $114.56 plus the original down payment of $99.00 credited to this account. Based upon [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective March 5, 2015 and issued a full refund. The refund was issued to the star card we have on file ending in XXXX --- 3376. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Re: Ophelia Boston Case # [redacted] Dear [redacted] We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to...

provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a [redacted] Vacations Membership on January 31, 2015. The cost of this membership was $1,999.00 with a down payment of $199.00 and thirty-six (36) monthly payments of $62.38 per month. According to our records, [redacted] called our agency on February 2, 2015 requesting to cancel her membership, as she had thought about it and felt it would not work for them. Unfortunately, our Customer Service department was not open at the time and [redacted] was told that she would receive a call back from one of the customer service agents. Shortly [redacted] called back and was transferred to the wrong department. We have reached out to [redacted] to certainly apologize for the confusion in getting her to the correct department to resolve her request. Based upon [redacted]’s request to no longer remain in the program, and that her original request was received within the rescission period, we have cancelled her membership effective February 4, 2015 and issued a refund of $199.00. The refund was issued to the credit card we have on file ending in xxxx—[redacted]. Please note the refunds can take approximately seven (7) to ten (10) business days to receive depending on the financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President