International Cruise & Excursion Gallery, Inc.

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 an Ultimate Departures membership upgrade on August 13, 2014. The cost was $3,499.00 with a down payment of $399.00 and eighteen (18) monthly payments of $181.22 per month. Our records indicate that we received a request to cancel the membership on September 4, 2014. Our records also indicate, that our Finance Department received an email from [redacted] on September 5, 2014 requesting to adjust her monthly payments over 24 monthly payments as opposed to the current 18 monthly payments. Our finance department made the adjustment, and [redacted] continued to make the monthly payments as scheduled for the next six (6) months. No further communication was received by our agency from [redacted]. Based on the recent complaint we have received, dated February 10, 2015, and in the interest of customer satisfaction, we have cancelled the membership effective February 10, 2015 and returned all monies collected to the original credit card used for the purchase and monthly payments. Please allow between seven (7) and ten (10) days for the refund to post, depending on the particular banking institution used by [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

September 30, 2016Re:  [redacted] Case  # [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 and our resolution concerning this matter.Our records indicate that Mr. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 25, 2015.  The cost was $1,499.00 with a down payment of $99.00 followed by eighteen (18) payments of $89.78 per month. In Mr. [redacted] complaint, he expressed his frustration as a result of his inability to make his vacation reservations and the lack of customer service he felt he received.  We have reached out to him to advise him of his options and have assisted him in booking his resort reservations and his flight arrangements.  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. It is our goal to provide our members with exceptional customer service.At this time, Mr. [redacted] has surpassed the rescission period to receive a refund and we believe that he has a better understanding of his program and how it works.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

April 26, 2016
Re: [redacted] 11410164
Dear Sir / Madam:It is Mrs. [redacted]’s claim that as a long time GVR member she is entitled to renew at an annual rate of $19.00, but when she contacted our agency her account was renewed at a much higher rate than advertised on our website. Mrs....

[redacted] contacted our agency to inform us that we had made an error and was told the issue would be corrected, but the account would be suspended for a couple of weeks. Consequently, Mrs. [redacted] was charged for a membership extension rather than the renewal. As a result, she has requested her account be reinstated and all of her previous privileges and reward points be added to her account.
Our research showed that Mrs. [redacted] was inadvertently charged for a new a GVR Select Access Membership extension rather than being charged her annual $19.00 renewal rate. Mrs. [redacted] filed a dispute with her bank for $130.00 and $87.00. Subsequently, our agency lost the disputes on 4/12 and 4/25. To date all funds have been returned by her bank with the exception of $19.00 for the renewal fee. According to the records, Mrs. [redacted] paid a $149.00 down payment and $87.00 monthly fee totaling $236.00, but she only filed a dispute for $130.00 and $87.00, which totals $217.00, the credited amount was less the $19.00 for her annual renewal. I have adjusted the account to reflect the one (1) year renewal. The new expiration date is 2/11/2017. Mrs. [redacted] will not receive the 75,000 points bonus as she only renewed her account and the 75,000 bonus points are only given when a full account extension is completed.
We apologize in advance for any inconvenience this matter may have caused Mrs. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter.
Best Regards,
Shannon P[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]

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

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 Westgate Premium Extension on October 10, 2012. The cost of the extension was $2,499.00 with a down payment of $299.00 and sixteen (16) monthly payments of $146.50. The extension was paid in full as of February 15, 2014. It is Ms. [redacted]’s claim that she’s been paying a fee to our agency, who is fraudulently representing Westgate Resorts. Ms. [redacted] indicated she has an account with Westgate, however, she is requesting a refund of all monies paid to our agency. Based on our records, Ms. [redacted] spoke with one of our agents in the New Memberships Department on October 10, 2012. At the time of purchase Ms. [redacted] was advised of the benefits she would receive for purchasing our product/services. In addition, Ms. [redacted] completed a sales validation at which time the benefits were reviewed with her and she provided her credit card and authorized our agency to charge said card the monthly payments. Upon review Ms. [redacted] made her payments each month on time from the period of November 14, 2012 through February 15, 2014, our agency was never advised of any concerns surrounding the purchase. Furthermore, Ms. [redacted] had access to the website for new members where she had an opportunity to further review the details of the program and the terms and conditions for cancellation. Upon review of the website Ms. [redacted] would have examined the rescission period, which was ten (10) days from the date of purchase to receive a full refund. At this time Ms. [redacted] is past the rescission period and we are unable to honor her 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. Best Regards, [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,
Deoneza G[redacted]

Re: [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. According to our records, Ms. [redacted] purchased an RCI Package on March 3, 2015. The cost of the package was $2,599.00 with a down payment of $259.00 and eighteen (18) monthly payments of $139.00. It is Ms. [redacted]’s claim that she purchased the package and during the sales process, she was advised by her sales agent and two managers that she could cancel within ten (10) days. Ms. [redacted] states she reviewed the package with her husband and determined the package would not fit their vacation needs, therefore, she contacted her agent and left messages stating she wanted to cancel. Ms. [redacted] also disputed the charges for $259.00 and 139.00 with her bank. Subsequently, the charge for $139.00 was charged back to our agency May 6, 2015. The charge for $259.00 was charged backed on the same date; however, it was reversed. In review of our records, we spoke with Ms. [redacted] on April 29, 2015 and advised her that we were unable to locate any calls to our agency regarding the cancellation of her package. Furthermore, there were no voicemails retrieved requesting the cancellation of her package within the rescission period. Based upon Mrs. [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective May 19, 2015 and a refund will be issued for $259.00. The refund will be issued back to the credit card we have on file ending in xxxx—3776. Please note that the refund can take approximately seven (7) to ten (10) business days to receive 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. Best Regards, [redacted] Resolution Specialist Office of the President

March 27, 2017
Re: Derrick T[redacted]r 1[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. 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 October 16, 2013, Mr. T[redacted] purchased a Carnival Registry Vacation Package. The cost of the package was $1,599.00. Mr. T[redacted] claims that the terms and conditions of the package were not explained to him at the time of purchase, specifically siting the cost of the port charges and government taxes when booking a cruise.
As a special courtesy, we have extended the expiration date on Mr. T[redacted]’s account and his remaining cruise certificate until September 23, 2017. It is important to note that our agency has already provided seven (7) complimentary extensions to Mr. T[redacted]’s account for various reasons. We feel we have gone above and beyond any reasonable expectations to rectify his concerns. Please note that we will not extend any additional extensions to Mr. T[redacted]’s account, as he is well outside of the rescission period and has had ample time to utilize the program via the original time period allowed and the previous extensions that we have granted.
Mr. T[redacted] needs to have the cruise certificate applied to a cruise booking with Carnival Cruise Line prior to the expiration date, but the actual date of travel can be completed at a later time. We have made Mr. T[redacted] aware of these terms and informed him that he is still bound to the original terms of use.
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

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.We have reviewed Mrs. [redacted] inquiry and in the best interest of customer satisfaction, we have cancelled her account effective May 27, 2015 and issued a refund for $500.00. The refund will be processed in seven (7) separate transactions as follows; six (6) payments of $75.00 and one (1) payment of $50.00. The refunds will be processed back to the credit card on file ending xxxx-[redacted] exp. 1/2016.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards,[redacted]Resolution SpecialistOffice of the President

February 24, 2016
Re: [redacted]
Dear Sir / Madam:
According to our records, Mr. [redacted] purchased a Sears Resort Package in store on January 8, 2016. The cost of the package was $499.00, which was paid in full at the time of purchase.
It is the claim of Mr. [redacted] that he...

booked a resort vacation and received an email indicating that he would receive a confirmation within three (3) to five (5) business. However, he has stated that he has not received a confirmation in approximately ten (10) days. Mr. [redacted] clarified that he had spoken to Jill and requested the reservation and all services be cancelled and a full refund be issued. He asserts he was informed the reservation, which had not yet been confirmed would be cancelled and all monies would be refunded. Subsequently, Mr. [redacted] noted that he was in fact charged for the reservation, and did not receive a refund. As a result, he is extremely dissatisfied with the service and wants to discontinue his services.
Based upon Mr. [redacted]’s statements that he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective February 24, 2016, and a refund was issued for $499.00. The refund was issued back to the credit card we have on file ending in xxxx—7619. Please note that there is no additional refund to issue for the resort stay, as the reservation was not directly charged to Mr. [redacted]’s credit card. The refund can take approximately seven (7) to ten (10) business days to receive 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 allowing us to provide and explain the additional facts involved.
Best Regards,
Shannon P[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,
Paul Y[redacted]

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

resolution concerning this matter. According to our records, Mr. [redacted] purchased a Sears Vacations Membership on July 5, 2015.  The cost of the membership was $2,999.00 with a down payment of $299.00 followed by thirty-six (36) monthly payments of $97.60. Based on the information provided in Mr. [redacted]’ complaint, there appeared to be some confusion regarding the two accounts.   Mr. [redacted] was visiting the Sears [redacted] New Jersey store on March 24, 2015.  At that time, he signed up for the Sears Vacation benefits.  He signed up under his name only, using his cell phone number and his individual email address.  That account number is [redacted].  Mr. [redacted] used his credit card on July 5, 2015 and purchased the Sears Vacation Membership mentioned above.  He put the account in his wife, Eugenia’s name, using her individual phone number as well as her individual email address.  That account number is [redacted]. Each time Mr. [redacted] contacted our company regarding his account, he was asked what phone number is associated with his account.  Mr. [redacted] always gave his individual cell phone number, which allowed us to access his original account he opened on March 24, 2015 and not the membership account.  It is Mr. [redacted] original account, [redacted] where he had [redacted] activate the certificate for his promotional vacation for attending the presentation and tour.  That certificate is available for Mr. [redacted] to book his vacation until October 30, 2015, at which time the certificate expires.  Mr. [redacted] can travel beyond October 30, 2015, however, he will need to book his vacation by that date. Our records indicate that on August 10, 2015, Mr. [redacted] spoke to a Customer Service agent, [redacted], requesting to cancel his account and receive a refund.  [redacted] explained that Mr. [redacted] was outside the rescission period.  Mr. [redacted] became angry and requested to speak to a supervisor.  [redacted] escalated the issue to his supervisor, [redacted] who spoke to Mr. [redacted], explaining the procedure and offering him options regarding the cancellation. Mr. [redacted] remained firm regarding the cancellation and refund.  [redacted] assured Mr. [redacted] he would cancel his membership that day and issue a full refund.  [redacted] further indicated that it would take seven (7) to (10) days for the refund to post to Mr. [redacted] account depending on the financial institution Mr. [redacted] banks with. Our records further indicate that Mrs. [redacted]’ account [redacted], was indeed cancelled on August 10, 2015 and funds returned to Mr. [redacted] credit card ending in XXXX – [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

Revdex.com:
I have checked my account and the problem has been corrected via two separate points additions totaling the missing 14,902 points.  The business indicated that this was due to a failure of their autoload function, but that does not explain why this was not manually corrected after any one of the multiple calls I made to the business, nor does it explain why management never responded to either of my e-mails.  This was only corrected after I filed multiple online complaints including one to the Revdex.com.

March 4, 2016
Re[redacted]
Dear Sir / 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.
We have reviewed the additional correspondence from Mrs. [redacted] and understand from her recollection there were several conversations that ensued in purchasing the membership from Government Vacation Rewards, however, in efforts to hopefully amicably resolve Mrs. [redacted]’s concerns, we are requesting Mrs. [redacted] contact our agency at [redacted] and speak with Edgard G., who is the Supervisor that will be working with Mrs. [redacted] in resolving this matter.
It is our goal to provide our members with the “Best Customer Service”. On behalf of our agency we will continue to strive to deliver you with the best quality and service in a friendly and professional manner. Once again, we apologize for inconvenience and frustration this may have caused Mrs. [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

April 6, 2016
Re: [redacted] Case # [redacted]
Dear Sir or Madame:
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] attempted to purchase air flight reservations via our on line platform. Our web site is live linked to the airlines, who frequently change their pricing. Our system will automatically update the prices, however, a member will get a “failed” booking or an “error” if trying to book during the updating period. It appears that is what happened with Mr. [redacted].
Prior to booking any airline tickets, we complete a pre-authorization, or a hold, on the funds necessary for the air reservation. If the member receives an error or a failed booking the funds are not charged and the hold is released, which again is the case for Mr. [redacted]. In some rare instances it may take 24 hours for the release of the funds. Our records indicate that there is no hold on any funds from Mr. [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 Sir / Madam, We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to...

provide you with the facts and our resolution concerning this matter.  According to our records, on October 30, 2013 Mr. [redacted] purchased a Government Vacations Rewards Select Access Membership. The cost of the membership was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.  Additionally, Mr. [redacted] was entitled to renew his membership beginning the third (3) year with an annual renewal rate of $29.00.  The subsequent details would have been review with Mr. [redacted] at the time of purchase during the sales validation.  It is Mr. [redacted] claim that when he purchased the membership he was advised he would have enough points to take a vacation wherever he wanted.  He also stated that he would have to pay a small fee on his account each year, however, on the third year he was never charged the additional $29.00 fee, which resulted in his account being deactivated.  He made contact with our agency and learned that he could reactivate the account if he paid the renewal fee, but the points on the account were expired. Mr. [redacted] feels that our agency is operating under false business practices due to the circumstances.  He has requested that, we either refund him the money paid for the membership or have his points reinstated to use towards desired travel. In review, it appears Mr. [redacted] filed his inquiry with the Revdex.com on or about 12/16/15, however, we note that we spoke with Mr. [redacted] on 12/18/15 at which time we extended the points on the account for a week.  Mr. [redacted] successfully converted his points into $850.00 of Vacation Cash and booked flights on US Airlines from [redacted] to [redacted] for $832.00.  As of today’s date the balance of points on the account is 52. 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 SpecialistOffice of the President

Re: Junie [redacted] Case # [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 Government Vacation Rewards Select Access membership upgrade on June 12, 2015, the cost of this upgrade was $1,499.00. Ms. [redacted] elected to pay in full on the date of purchase. Based upon Ms. [redacted] request, made within the ten (10) day rescission period, to no longer remain in the program, we have cancelled her membership upgrade effective June 19, 2015, and issued a full refund in the amount of $1499.00. The refund was issued 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 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, [redacted] Resolution Specialist Office of the President

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. We have reviewed [redacted] concerns further and have found the following; [redacted] purchased the package in August 2014 and had the opportunity to cancel the package within the rescission period. [redacted] did not exercise this option during the respective timeframe. Therefore, our agency’s position remains the same at this time. Due to [redacted] financial circumstances, we refunded him $1,583.32. Our agency has provided the member with a reasonable resolution in this matter. [redacted] financial circumstances were not a factor during the four (4) months that he had the package. Moreover, if the financial matter was present during that period, our agency was not made aware of the matter by phone or in writing during the rescission period to receive a full 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, [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,
Gina W[redacted]