International Cruise & Excursion Gallery, Inc.

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

March 31, 2017
Re: Jerold W[redacted] Case #[redacted] Our ID # S[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mr. Jerold W[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented...

our findings, and we would like to provide you with the facts concerning this matter.
Our records indicate that Mr. W[redacted] participated in our tour and presentation of the Sears Vacations Direct Access program, on February 28, 2016 and purchased a vacation package. The cost of this vacation package was $3,999.00 which was paid in full at time of purchase.
One of our supervisors[redacted] reached out to Mr. W[redacted] to apologize for any misunderstanding that may have resulted in Mr. W[redacted] negative opinion of the program. Furthermore, we have taken his feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided.
Jennifer further reviewed the program and answered his questions about the program. Jennifer advised him that in the interest of customer satisfaction, she would exchange the resort certificate for a 3 to 4 day cruise certificate as Mr. W[redacted] said he had let it expire because he had no interest in using it. Mr. W[redacted] was appreciative that we reached out to him to address and resolve his 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,
Jannelle B[redacted]
Resolution Specialist
Office of the President

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.
Unfortunately, according to the information provided in Mr. [redacted] complaint, we are unable to locate any Government Vacation Rewards membership purchase. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the GVR account number, or another name that might be on the account, this will enable us to research and resolve this claim. Mr. [redacted] phone number on the complaint is incomplete as well.
We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

I am disappointed that this business has been uncooperative, and unwilling to just cancel the transaction altogether, and realize a mistake was made.  I did not ask for any upgrade, and I did not know that was what this was about.  I just wanted to know why I received the notice regarding travel credits, and where they came from, and what they were for, what I was supposed to do with them.  When an envelope arrived with the payment information, I realized I did not understand that phone call.  When I called my credit card company about the charges, they told me they would check into the matter for me, and I was waiting to hear back about it.  My daughter has been helping me, and she decided to check again about it because when the next credit card statement came, my card was continuing to be billed.  So, we knew something had not been settled.  I don't want to do business with these cruise or travel people.  I am not satisfied with their response.  It does not resolve the matter that they want to keep my money.[redacted]

June 12, 2017
Re: Melody Th[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. T[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 March 27, 2017, Ms. Th[redacted] purchased an RCI Package. The cost of the package was $1,499.00, which she paid in full at the time of purchase.
In review, Ms. Th[redacted] contacted our agency on April 13, 2017 and requested to cancel the package due to her dissatisfaction with the upgrade fees, the cancellation period, and the lack of being able to book flights on line. She was informed that a validation was conducted when she purchased and the details of her package were discussed at that time. Consequently, she was informed that she was outside of the rescission period and could not be refunded the cost of the package.
On April 13, 2017, Ms. Th[redacted] was transferred to G. L[redacted], who attempted to assist her by giving her various options to book a resort stay. Our records indicate on April 14, 2017 Ms. Th[redacted] utilized her 7-day resort certificate and booked a stay at the Ocean Manor Resort. The cost of the stay after the certificate was applied was $578.33. The upgrade charges are based on availability, season, and location, which was reviewed during the validation.
Regrettably, we cannot refund the package price as Ms. Th[redacted] is outside of the rescission period and one of the certificates has been redeemed. She does have a cruise certificate that is available for use until March 27, 2019.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

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

matter.According to our records, [redacted] purchased a [redacted] Vacations Direct Access Springboard Ruby package on February 22, 2015. The cost of the package was $2,999.00 with a down payment of $299.00 and thirty-six (36) monthly payments of $93.57.It is [redacted] claim that she purchased the package on February 22, 2015 and contacted our agency within two days to cancel the package. She states she has spoken to multiple agents and made several attempts by phone and in writing to cancel the package. Based our records, it appears that [redacted] contacted our agency on February 26, 2015 and requested to have the package cancelled and a refund issued, however, the package was not cancelled as a result of not the correct customer support line for the product she purchased.Subsequently, after [redacted] failed attempts to have the package cancelled by our agency, she filed a dispute for the down payment with her financial institution. On March 12, 2015 our agency was charged back for the $299.00 down payment by [redacted] bank.As of today, the account has been cancelled and the $299.00 has been credited to the customer by her bank. There are no future payments due to our agency and there are no additional funds on the account to be refunded. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards,[redacted]Resolution SpecialistOffice of the President

[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]

June 21,  2016Re:  [redacted]  # [redacted] Our Account [redacted]Dear Sir or Madam:Our records indicate that Ms. [redacted] purchased an Explore Cruise & Travel vacation package on February 3, 2015.  The cost of the package was $3,195.00 with $195.00 down payment followed...

by eighteen (18) payments of $175.67 per month. As standard policy, we conduct a sales validation at time of sale that outlines the details of the vacation package.  During this validation, which was completed on February 3, 2015 at 10:25 AM, Ms. [redacted] was informed that at the time of booking her cruise she would be responsible for any upgrade fees, booking fees, and any cruise line pass through fees, such as port fees and taxes.  Ms. [redacted] was also informed that she could book her cruise at any time, however, the balance of the package must be paid in full ninety (90) days prior to sailing. Ms. [redacted] booked her 15 day Carnival cruise to Hawaii on February 3, 2015 departing from Los Angeles on January 16, 2016.  This cruise was later changed to depart on October 15, 2016 to allow Ms. Travers additional time to pay off her package.  The additional fees charged at that time were for the aforementioned cruise line pass through fees and the booking fee for a total of $759.33.  Ms. [redacted] was required to pay a deposit of $456.17, which left a balance of $303.16 for her cruise, which was due June 2, 2016.Our records reflect that after the original down payment on the package of $195.00, plus fourteen (14) payments of $175.67, there was a balance on the package of $603.62, which was processed on June 2, 2016 paying the package in full.  Our records currently reflect that the package as well as the cruise fees are paid in full.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

December 7, 2016
Re: [redacted] Case # [redacted] Our Account # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
As previously indicated, Mr. [redacted] made a reservation on line using the RCI membership of Mr. Matthew Thorn. The reservation was made on August 23, 2016. This was a non-refundable reservation with a late arrival checking in on November 11, 2016. Again, late arrival, checking in on November 11, 2016. When making a reservation on line, Mr. [redacted] had access to the terms and conditions of the individual hotel in which he booked his reservation. When making his reservation, he also agreed to the terms and conditions of the individual hotel.
Mr. [redacted] appears to believe we are being unfair and refuse to return his money. Those funds have been forwarded to the hotel to secure his reservation. We do not own, operate or maintain the hotels available in our inventory. Mr. [redacted] simply used our platform to secure his reservation. Mr. [redacted], as well as any other member would be subject to the terms and conditions of the hotel.
For the above reason, our position remains the same. Unfortunately, Mr. [redacted] did not check in on November 11, 2016, late or otherwise 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 B[redacted]
Resolution Specialist
Office of the President

"Yes, I did purchase the plan, only after making sure with the Agent that I could use the points for ANY resort/hotel. Not just the ones they have in their CATALOG. The Agent (Colleen M[redacted]) assured me that that was the case and to call her directly if I had any problems. It wasn't a lack of availability that stop me from using the program, but the company refusing to even attempt to get me prices for or make reservations for locations outside the of their catalog that I wanted to go. After multiple complaints made to the company, they still did not contact me until I filed a Revdex.com complaint. Mrs. G[redacted] did give me more points in an attempt to remedy the situation. However, as I told her I didn't want the points I simple wanted the company to honor their obligation to me. To which she assured me that they would. The rep she assigned to me, did absolutely nothing to fix the problem. Aside from continuously keep repeating how they are the third biggest company. And when I told her I was not satisfied with her performance got upset and her attitude changed just like the others. Another Rep called to say I could buy the points I needed to go on a trip I wanted with friends.  But I had to pay off my balance first on my plan with them to use them. She also had to call the partners in the company to get SPECIAL approval for the transaction and that this was not the way things would be on the regular. They just want their money for the plan! The company LIED about their ability to perform the way they stated, I WANT A FULL REFUND OF ALL THE FUNDS I PAID! They do not live up to their part of the bargain and are tricking MILITARY personnel into buying their plans.”
[redacted]

[redacted]  [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]

March 27, 2017
Re: Keyana J[redacted] Case #12042737 Our ID # [redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. Ke[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 concerning this matter.
We have reviewed the additional information provided by Ms. J[redacted], and upon further review, our position remains the same. I would direct Ms. J[redacted] to review and read, in it’s entirety, the Sears Vacation Purchase Agreement she signed on March 9, 2017. As previously mentioned, the three (3) day rescission period is clearly displayed directly above her signature.
Also, as previously advised, if Ms. J[redacted] is still desirous of cancelling her package, she can do so by contacting our Customer Support department at ###-###-####. This will result in no future payments made, however, the initial deposit of $499.00 will be forfeited.
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

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]
  8

August 10, 2016 Re: [redacted], Case No. 11568428, Our Account ID # [redacted]Dear Sir or Madam:Our records indicate that Mr. [redacted] payments are set up on an autopay as he indicated.  Those payments are due on the third of each month.  Mr. [redacted] issue is a result of his payment not going through when our system made the attempt to charge his credit card on file.  Consequently, when Mr. [redacted] credit card is declined, his certificates are blocked for use until the payment is made.  This was explained in detail to Mr. [redacted] when he contacted our agency and spoke to Justiniano on June 5, 2016.  Mr. [redacted] said to Justiniano that he would look into why the payments did not go through and would call us back. Mr. [redacted] did not call back regarding the reason for the payment decline.There was a previous issue with Mr. [redacted] account in May that has been resolved.  Apparently, when our system charged his credit card on May 3, 2016 (the payment due date), that particular payment cleared; however, the bank later reversed that payment indicating that they had paid the payment in error, which left Mr. [redacted] account delinquent at that time.  Mr. [redacted] bank sent the payment through on May 20, 2016, which brought his account current through the May payment.  The June 3rd payment, as mentioned above, was declined on June 3rd; however, it did clear on June 7, 2016.Our system has a feature for a one time request to skip a payment.  It appears Mr. [redacted] utilized that option on July 3, 2016, and skipped the July payment.  His account is now showing delinquent for the August 3, 2016 payment, and therefore his certificates have been blocked.  As previously mentioned, in order to unblock his certificates, he will need to bring his account current or make payment arrangements with our customer service department at ###-###-####, extension [redacted].  Any of the agents will be happy to assist him.Sincerely, Jannelle B[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, on August 6, 2014 [redacted] purchased a Government Vacation Rewards Membership. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.  It is with our understanding that [redacted] requested to cancel the membership on December 2, 2014, due to some unforeseen medical expenses and as a result he had run into a financial hardship.  Our records, indicate that [redacted] completed a sales validation at the time of purchase. He was advised at that time he could review the terms and conditions and the benefits of the program via the Government Vacations Rewards website.  On the website it does indicate that the membership can be cancelled within ten (10) days of purchase to receive a full refund. We have no record that [redacted] exercised this option within the recession period.  As a goodwill gesture and in the interest of customer satisfaction, our agency granted [redacted] a partial refund of the membership on January 2, 2015. We refunded $1,583.32, which was the amount paid to pay the membership in full. We retained the $99.00 deposit and three (3) monthly payments of $114.56 each as he did not cancel the package within the rescission period.   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

March 23, 2016
Re: Marieta W[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. W[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we...

would like to provide you with the facts and our resolution concerning this matter.
According to our records, Ms. W[redacted] purchased a Government Vacation Rewards Select Access Membership on December 30, 2015. The cost of the membership was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $165.00.
It is the claim of Ms. W[redacted] that she spoke to several representatives trying to obtain the benefits that were promised to her, however, when attempting to use the service the information she was provided at the time of purchase changed. She indicated that after having the membership for a couple of weeks, she consequently had not received any satisfaction. As a result she contacted our agency and requested to cancel the membership and receive a full refund.
Based upon Ms. W[redacted] statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 22, 2016 and a refund was issued for $799.00. The refund includes the deposit of $299.00, three (3) monthly payments at $150.00 and one payment (1) at $50.00. All refunds were issued back to the credit card we have on file ending in xxxx—6390. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Ms. W[redacted] banks with and will be processed in separate transactions.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

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 would like this Revdex.com Complaint re-opened against International Cruise & Excursion Gallery, Inc.  because my [redacted] card continues to be charged every month by Sears Vacations aka International Cruise & Excursion Gallery, Inc. for the amount of $299.99 even though I have cancelled this within the parameters given (prior to 5 days).  Furthermore, I had spoken with as many people as I could get a hold of to listen to me at Sears Vacations, was told a supervisor had taken care of it and was assured this was taken care of but of course, it was not.  I have given proof to [redacted] and will now provide you with the same proof.  As for the telephone calls that were made, you will have to either believe me or I will sign a declaration stating the calls I made and things I said were true.  If they do not cease and desist with their unlawful acts, I will file a complaint against their corporation in the [redacted] for harassment and intentional infliction of emotional distress. I am done trying to fight this the nice way.  I definitely want this reopened until I can get some sort of document stating it is truly over, even if that means I have to file an action with the Court.Any questions, call me here at work…the number is below.Thank you.
Regards,
[redacted]

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

We would like to thank you for bringing Mr. and 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, Mr. and Mrs. [redacted] purchased a 7-night resort stay at the All Seasons Resorts – Barbados in Sunset Crest, Barbados traveling October 4, 2014 through October 11, 2014. The cost of the stay was $487.00 and the cost of travel protection was $46.26.
Based our research the resort reservation was confirmed on August 23, 2014 and a confirmation was sent to the following email [redacted].[redacted] within four (4) minutes of the resort being confirmed. However, Mrs. [redacted] contacted our agency on August 25, 2014 and requested the reservation be cancelled because she had not received the confirmation. Our travel consultant offered to resend the confirmation, but the offer was declined by Mrs.[redacted].
On or about August 26, 2014, Mrs. [redacted] made contact with our agency and was advised that the reservation had been cancelled and it would take three (3) to five (5) days for the refund to be issued to her credit card. After further review, we determined that the reservation was not cancelled and a refund had not been issued in this matter.
Based upon Mr. and Mrs. [redacted]’* dissatisfaction they did not wish to keep the resort reservation and in the interest of customer satisfaction, we have cancelled the reservation and issued a refund effective October 31, 2014 for $487.00. The refund will be issued back to the credit card we have on file ending in xxxx--[redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to 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

January 10, 2017
Re: [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.
We have further reviewed Ms. [redacted]’s claims and determined to satisfactorily resolve this matter, we issued a refund for $212.00 and $81.00 to the credit card ending xxxx--[redacted]. The refunds can take approximately seven (7) to ten (10) business to be credited back to Ms. [redacted]’s account depending on her financial institution.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President