International Cruise & Excursion Gallery, Inc.

June 20, 2016Re:  [redacted] Case  # [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 and our resolution concerning this matter.We have reviewed the additional information provided by Mr. [redacted] and upon further review, in the interest of customer satisfaction, we have issued a full refund.The payment received after May 2, 2016 has been refunded to Mr. [redacted] Discover  card ending in XXXX - - - - [redacted] on May 18, 2016.  The downpayment of $199.00 plus the one payment that has not been returned previously, have now been credited to the above credit card.Please allow seven (7) to ten (10) business for the refunds to post 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.Sincerely, Jannelle B[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 Government Vacations Rewards Select Access extension on January 22, 2015. The cost of the extension was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78. Based on [redacted] inquiry she indicated that she purchased the extension and agreed to the down payment and the monthly payments associated with the program. During the initial sales call she stated she was advised that she would have a personal concierge who would assist with her vacation needs and she would be able to receive all-inclusive benefits, to include airfare, stay, and meals. In review, [redacted] made contact with our agency to take advantage of the program benefits and to utilize the assistance of a concierge and to inquire about booking a cruise vacation. She spoke with an agent who advised her that our agency does not offer personal concierge service and quoted her a price for airfare that was much higher than what was discussed at the time of purchase. [redacted] states she informed the agent that the vacation she was intending to book was for approx. 30 people. She was advised our agency offered the option of doing group bookings and she would have someone follow up with her the following day. Subsequently, [redacted] did not receive a call with information about the group rate. [redacted] also indicated that she contacted our agency to cancel the extension and was informed that a refund could not be issued. Based upon [redacted] statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the extension effective February 05, 2015 and a refund was issued for $99.00. The refund was issued back to the credit card we have on file ending in xxxx—[redacted]. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution [redacted] banks with. 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, 2017
Re: [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like...

to provide you with the facts and our resolution concerning this matter.
According to our records, on July 24, 2015 Mr. [redacted] booked a cruise with Princess Cruises on Ruby Princess. On November 3, 2016 the booking was cancelled and Mr. [redacted] was being refunded the government taxes at $110.00 per person.
We contacted Princess Cruises and verified $2.80 was refunded to Mr. [redacted]’s credit card and $144.80 was sent to our agency on November 14, 2016. Our Accounting also confirmed or agency would need to make up the difference of $72.40 as a result of the booking being paid to net with the cruise line. The total refund still due to Mr. [redacted] is $217.20.
As of March 22, 2017 a check (# [redacted]) was processed for $217.20 and sent via FedEx overnight delivery. The approximate delivery date is Thursday, March 23, 2017. The tracking number for this delivery is [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.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

Revdex.com:The 10-day recession period is not long enough, especially since the package is sent via postal mail and does not arrive immediately.  The recipient does not have enough time to review the material and respond within 10 days.  The monthly payment is automatically charged to your credit card, for 18 months, and the buyer should be able to cancel this entire package at any time - which I tried to do at the beginning of the offer.At no time was I told that the total taxes and port charges would be approximately $900 per cruise, in addition to the total $3299+.  It was presented in a manner that made you feel as though the cruises and the resort stays would be covered in the $3299+ amount.  Because I was going to lose the $3299+ if I did not make reservations by 4/17/2015, I had to go forward and book the cruises.   I would like them to be more upfront with customers about the total estimated additional charges.  There are numerous complaints posted about this online.  I also do not feel that their offerings are very wide, there are just a few places to select, and the website for making the selections requires that you know where you want to travel - instead of letting you give a date and see all the available choices. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and will wait until for them 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]’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 [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 19, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. The Government Vacation Rewards Select Access membership included 75,000 points, $2,000.00 in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a 7 day [redacted] Certificate, a 7 Day Preferred Inventory Resort and a $200 Cash Card. The complaint, filed by [redacted] indicates she felt misled while trying to book her cruise using her points and has requested to cancel her membership and receive a refund of all monies paid. I have reached out to [redacted] and let her know that because she no longer wishes to remain in the program and in the interest of customer satisfaction, that we would certainly cancel her membership and issue her a full refund. We have cancelled the membership and issued the refund effective February 5, 2015 in the amount of $99.00 initial down payment, plus the four (4) monthly payments of $114.56 totalling $557.24. The refund will be issued back to the star card we have on file. Please note that the refund can take approximately seven (7) to ten (10) 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

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

you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Westgate Cruise and Travel membership upgrade on March 20, 2015. The cost was $2,499.00 with a down payment of $249.00, followed by eighteen (18) payments of $140.00 per month. Records reflect that on May 27, 2015, Ms. [redacted] contacted our agency to book specific vacations for two separate weeks. When booking reservations, all inventory is subject to availability with our individual suppliers. Unfortunately, the particular resorts were not available during the time period specified by Ms. [redacted]. Due to Ms. [redacted]’s schedule, she had little flexibility over the time frame. Ms. [redacted] determined that the resort availability and the times she was available for travel would not work for her and she requested that she be removed from the program. Although her request for a refund was outside the rescission period, in the interest of customer satisfaction, we have issued a full refund. The refund was issued effective June 3, 2015 to the credit cards on file. The initial down payment of $249.00 and one payment of $140.00 were issued to the credit card ending in XXXX ----9083. The additional payment of $140.00 was issued to the credit card ending in XXXX----4274. Please note the refunds can take approximately seven (7) to ten (10) business days to post depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved. Sincerely[redacted] Resolution Specialist Office of the President

upon signing with Sears Vacations we had told the consultant we were the type of people who liked to go on spontaneous trips and that we were happy to use this deal so we could save money on that day that we needed hotels etc. The consultant had NEVER mentioned we could not do same day reservations or we would not have gone further. Upon callin Sears I was told I should have known this being they were a travel agency; they lied by omission. I also told them that $250 would not be used due to their negligence of helping us when they were needed. I do not feel this was resolved and tbst they lied from the beginning and makin is continue to pay for services that we will not be using.

Re: [redacted] # [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 [redacted] Rewards Select Access membership upgrade on April 30, 2014. The cost was $2,999.00 with a down payment of $299.00 and eighteen (18) monthly payments of $159.00 per month. Our records indicate that on May 30, 2014, Mr. [redacted] called in and spoke to one of our customer service agents and indicated that he wanted to cancel his membership, due to financial issues. The customer service agent let him know that we could assist him with lowering his payments and/or skipping a payment. He declined and reiterated that he still wanted to cancel. He was informed that due to the fact that he was clearly outside the cancellation period, we would cancel the membership with no refund, and he would forfeit any funds already paid into the membership. He did not want to lose the funds, so he decided to move forward with the reduced payments. Mr. [redacted] called back later, on October 9, 2014, indicating that he would still like to cancel. He was told at that time, his membership would be cancelled, there would be no future payments, and the funds paid to date in the amount of $626.00, would be forfeited. Unfortunately, his membership was inadvertently not cancelled and an additional payment was charged to his credit card. The payment of $159.00 charged on October 21, 2014 has already been reversed and refunded back to his credit card. I called and spoke to Mr. [redacted], today, and apologized for the delay in cancelling his membership. I also advised him that due to the delay, and in the interest of customer satisfaction, that we have cancelled the membership today and refunding him the amount of $626.00 paid in to the account. He was very appreciative and accepted that as settlement of his complaint. Mr. [redacted] is aware that it may take up to seven (7) to ten (10) business for the funds to show up in his account depending on the banking institution he uses. 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

April 19, 2017
Re: Marcia M[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. Ma[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.
We have reviewed Ms. M[redacted] inquiry and have successfully resolved her concerns. The refund for $299.00 was processed on 4/18/2047 directly through AAFES to the members’ military star card. The refund can take approximately seven (7) to ten (10 business days to be credited back to Ms. M[redacted] card.
We have made contact with Ms. Manuel and informed her of the 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.
Best Regards,
Shannon P[redacted]
[redacted]
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 am not satisfied with the proposed resolution because I have already been told that my request for the conversion of the cruise portion of my package to be converted to a resort stay would be honored on multiple occasions and it has never been honored.  After almost 2 months of phone calls and hours of wasted time trying to contact anyone within Registry Vacations that would honor the package agreement that was sold to me I made the hard decision to contact the Revdex.com in regards to this issue.  I do not feel comfortable interacting with anyone within the Registry Vacations company after the numerous dead end conversations, "disconnections," and un-returned phone calls over the past 2 months.  I do not trust that whatever resort package I would book with this company (as a result of this complaint) would be legitimate or worry free for me; especially since I would have to continue to put out more money towards travel expenses (car or plane) to get to the destination and then, perhaps, find out that my resort stay was somehow not booked correctly.  In short, I am not confident that Registry Vacations will fulfill their end of the agreement, I am not comfortable in contacting them, and I am done wasting my time trying to get them to live up to their agreement after more than 2 months of trying to get them to do that already (and the only reason they are saying they will honor their agreement now is because I contacted the Revdex.com and filed a complaint!).  I would like a refund in the amount of $500.  This is half of what I paid for the vacation package agreement that Registry Vacations failed to deliver.     
Regards,
[redacted]

January 5, 2016
Re: [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mrs. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would...

like to provide you with the facts and our resolution concerning this matter.
According to our records, Mrs. [redacted] purchased a Government Vacation Rewards Select Access Membership on September 22, 2015. The cost of the membership was $1,999.00 with a down payment of $399.00, followed by ten (10) monthly payments of $172.00.
It is Mrs. [redacted] claim that she tried out the service, but found no value in the program. This is best evidenced by Mrs. [redacted] assertion that she was able to book roundtrip flights for Christmas for $277.00 through another supplier, however, the cost with Government Vacation Rewards was $597.00. As a result she has requested a full refund for all monies paid to date.
In the best interest of customer satisfaction we are honoring Mrs. [redacted] request. Effective January 5, 2016, her Government Vacation Rewards account has been cancelled and a full refund has been issued. The refunds will be processed in three separate transaction as follows; one (1) down payment for $399.00 and three (3) monthly payments of $172.00. It will take approximately seven (7) to ten (10) business days for the funds to be credited to her account depending on the financial institution she 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 [redacted]
Resolution Specialist
Office of the President

I have been advised by [redacted] that if an account is closed any deposit would go back to the vendor. I believe that [redacted] knows this and is playing games to avoid issuing a refund. They are shifting the blame to [redacted]. I've moved to a different state and opened an account servicing my area and needs and no longer have this account.

Re: [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. According to our records, on August 26, 2013, Ms. [redacted] purchased an ICE Platinum Upgrade for her membership. The cost of that upgrade was $2,999.00, with a down payment of $299.00, followed by eighteen (18) monthly payments of $159.00. Our records indicate that on May 11, 2015, Ms. [redacted] made a reservation at the [redacted] for 7 days. Ms. [redacted] booked this reservation using our on line platform. Unfortunately Ms. [redacted] failed to review the Essential Information that is clearly posted on the web site. The Essential Information contains the following: Essential Information: Pricing displayed based on 2 Adults. Additional persons will be charged $5.00 + tax per person per night. Final Receipt will reflect total charges based on occupancy booked. •Children 17 and younger are complimentary using existing bedding when sharing room with adult. Names and ages of children must be included on reservation to avoid paying the additional person charge. According to the complaint filed by Ms. Paulino, she was traveling with her husband and two (2) children under the age of 17. Consequently, she was charged appropriately. However, in the interest of customer satisfaction, we have refunded the total amount of $77.70 to Ms. [redacted] credit card ending in XXXX – [redacted] that was used for the original charges. Please allow seven (7) to ten (10) days for the refund to post, depending upon the institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

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

you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on March 27, 2015. The cost was $2,499.00 with a down payment of $249.00 and eighteen (18) payments of $140.00 per month. Our records reflect that Ms. [redacted] contacted our agency to cancel her membership, however she was outside the rescission period. Based upon Ms. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective May 27, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, Jannelle B[redacted] Resolution Specialist Office of the President

[redacted]August 16, 2016 Re: [redacted] Case No. [redacted]Dear Sir or Madam:We would like to thank you for bringing Mr. [redacted] MacDonald’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. MacDonald’s complaint, we are unable to locate any RCI vacation membership.  The phone number listed on the complaint rings only once and then nothing.  Multiple attempts have made, however all have been unsuccessful. It is possible that the membership may be in another name, phone number or email address.  The name, phone number or email address listed on the complaint do not pull up any RCI vacation membership for Mr. MacDonald.  If Mr. [redacted] can provide us with his RCI membership number, or if the account is in another name, phone number or email address, this will enable us to research and resolve his claim.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Sincerely, Jannelle Brothers 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]

Re: [redacted] Dear [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. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 21, 2013. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Our records indicate that on February 28, 2014, [redacted] called in and spoke to one of our Customer Service agents and initially indicated that he wanted to cancel his membership. During that conversation, [redacted] thought that his points had expired, but was informed at that time, that he was mistaken and that he had 10 years to use the points. [redacted] then asked if he still had access to the $1,000 gift cards and was told that yes he did, and the Customer Service agent explained how he could take advantage of those. He did not cancel at that time. Later, on October 6, 2014 we received notice that [redacted] did not want to remain in the program. We felt, at that time, in the best interest of customer satisfaction, we would cancel his membership and return all funds paid into the account with the exception of the initial $99.00 as his original cancel request was after the cancel period. He was agreeable to that, and was further advised that he would receive refund of the the six (6) payments of $114.56 which totaled $687.36 within seven (7) to ten (10) business days. His membership was cancelled on October 7, 2014. Our records indicate that his funds were available on his star card October 16, 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. Sincerely, [redacted] Resolution Specialist Office of the President

Re: Michelle [redacted] Case # [redacted]
[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,
[redacted]
[redacted]
Office of the President

April 8, 2016
Re: [redacted] # 11313094
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 and our resolution concerning this matter.
Our records indicate that Ms. [redacted] purchased a vacation membership in our DirectBuy Lifestyle Collection on March 4, 2016. The cost was $2,499.00 with a down payment of $549.00 followed by four (4) monthly payments of $487.50. Total amount paid into the membership is $1,036.50.
Based on her request to no longer remain in the program, and that her request was received within the rescission period, we have cancelled her membership and issued a full refund effective April 7, 2016. The down payment amount of $549.00 along with the first payment of $487.50 have been refunded to Ms. [redacted]s Visa credit card ending in . . . XXXX 4717. Please allow seven (7) to ten (10) days for the refund to post depending on the financial institution Ms. Yost banks with.

We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

June 6, 2016
Re: [redacted] Case # [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 and our resolution concerning this matter.
Our records indicate that Mr. [redacted] purchased an upgrade to his DirectBuy Travel membership on February 29, 2016. The cost of the upgrade was $2,499.00 with a down payment of $299.00 followed by eighteen (18) monthly payments of $122.22.
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 February 29, 2016 at 1:42PM, Mr. [redacted] did authorize the purchase and respective payments.
Our records reflect that we received a call from Mr. [redacted] and his daughter on May 2, 2016, requesting information about the account and indicating a desire to cancel the account. At that time, Mr. [redacted] had surpassed the rescission period to receive a refund, however, under the circumstances, we have cancelled Mr. [redacted] upgrade and there will be no further payments charged to his account after the date of his initial request to cancel, which was May 2, 2016. The payment received after May 2, 2016 has been refunded to Mr. [redacted] Discover card ending in XXXX - - - - [redacted] on May 18, 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,
Jannelle B[redacted]
Resolution Specialist
Office of the President