J & J Lawn and tree Serivce

From: *** ***Date: Wed, Nov 11, at 5:PMSubject: Complaint No: ***To: [email protected] 11, 2015Complaint No: ***Sundance talks about striving both verbally and in writing to communicate all information in a manner that is easy to understand, however, in actuality their delivery of information is a rapid fire presentation that dupes senior citizens into signing documents and forms that are push before them in at breakneck speed. For instances the Consumer Disclosure Form is given to you and reviewed at warp speed. At no time during or after the form was signed did they make it clear in layman's term that I could not get my money back if I cancelled at a later date. Upon questioning by me the representative stated then that I could cancelled if I was not happy with the package.In reference to the call initiated to Sundance on October 6th, I did not agree to have them keep any funds associated with services I did not use (please review the phone call). A review of the letter that was also sent will show that I requested and demanded that Sundance return the full total of my $1,300.00. I also stated that as a fiduciary responsibility the company contract should have consideration for both parities and not just a written document that suits only the sellerSundance has a legal responsible to myself to return funds not used or for services not rendered. In addition, the respondent referenced a promotional gift (cruise) that was free, however, at no time during the presentation did they say cruise it was a airline flight to Montego Bay, Jamaica.In closing I would like to say that no company should be able to bind a person to a one-sided illegal agreement. If a person chooses to cancel the agreement prior to using any of the services where is the justification or argument in keeping the fundsThe mere fact that you wrote a contract that favors you does not make it legal or binding when no consideration is given to the buyer.*** ***

July 7, 2017Thank you for your letter dated June 20, regarding *** *** I was sorry to hear that *** *** felt that his Vacation Program Agreement was not adequately providing him with the vacations he desiredIt is never our intention to mislead clients, but rather one of our main
priorities to ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.In his letter to your office *** *** claims that he was experiencing frustrations with our reservations process and was looking for relief from his AgreementOur records indicate that before receiving the letter of complaint from your office that *** *** had utilized one of the vacation weeks purchased through his Agreement, as he had indicated in his letter*** *** also claimed that the property that he had stayed at with us in Florida was no longer available through our vacation services, but when we researched availability we discovered that the property had multiple weeks of availability throughout the remainder of they year.On July 7, 2017, a manager from our Customer Care team contacted *** *** in an effort to see what could be done to resolve this matterOur records indicate that we were able to bring this matter to an amicable resolutionAfter reviewing the reservations procedures outlined in *** ***’s Vacation Program Agreement, we agreed to consider his account paid-in-full while providing him with a refund of $1,194.14, and leaving him with the full use of three vacation weeksOur records indicate that *** *** was satisfied with this resolution.We trust this resolves *** ***’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed C.SrManager, Customer Service

June 27, 2016Thank you for your letter dated June 17, regarding *** **I was sorry to hear that *** ** felt that the details of her Vacation Program Agreement were not adequately disclosedIt is never our intention to mislead clients, but rather one of our main priorities to ensure that
all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.In her letter to your office *** ** claims that she was experiencing frustrations with our reservations process and was looking for relief from her AgreementOur records indicate that before receiving the letter of complaint from your office we had made several offers of reservations to *** **, although she hadn’t finalized the booking process on any of those vacation weeksIn fact, the most recent offer of availability was for a trip to the Orlando area of Florida, which *** ** inquired about on June 16, ??" the day before she wrote her letter of complaint to your officeWhile it is true that *** ** never utilized any of the vacation weeks available to her through her Vacation Program, we take exception to her assertion that “there is no [sic] places available.”In her complaint *** ** states that in order to book a vacation she was told that she would be required to “just pay a $processing fee to go,” and asserts that all of the other fees associated with her Vacation Program were not disclosedIt is the position of Sundance Vacations that such claims are entirely unfounded and without merit, and not at all a reflection of the efforts our staff undertakes to ensure that all details of the Agreement are covered extensivelyIn *** **’s Vacation Program there are only two fees that can be added to any reservation, a fee to cover additional bedrooms and a fee that is assessed during periods of high demandAs a point of reference I have included several pages of *** **’s Agreement for you to considerPlease note that in sections and of the Agreement the fees in question are clearly addressed.In addition to addressing these issues in the body of the Agreement, we also provide all of our clients with a Consumer Disclosure Acknowledgment, which outlines the important details of the Agreement through a series of easy-to-understand questions which our clients answer by replying either “YES” or “NO.” In the sections of the Acknowledgment that I’ve included below, you can clearly see that *** ** answered “YES,” signifying that she was aware of these details.To further ensure that our clients understand the Seasonality of our inventory we provide a Seasonality Guide, which clearly defines which resort areas incur prime season upgrades for the different months of the yearI have enclosed a copy of this form for your reference, and ask that you notice that *** ** signed the form to signify that she understood its contents.On June 23, 2016, a representative from our Customer Service department contacted *** ** in an effort to see what could be done to resolve this matterOur records indicate that we were able to bring this matter to an amicable resolutionAfter reviewing the reservations procedures outlined in *** **’s Vacation Program Agreement, we agreed to consider her account paid-in-full while providing her with a refund of $3,and leaving her with the full use of six vacation weeksOur records indicate that *** ** was satisfied with this resolution.We trust this resolves *** **’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed C.SrManager, Customer Service

Sundance Vacations, Inc
*** *** *** Boulevard
Wilkes Barre, PA
December 14,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** Birney Avenue
Moosic, PA
RE: *** ***, ID ***
*** ***:
Thank you for your letter
dated December 7, regarding a complaint that was filed by *** ***On December 8, a manager from our customer service department contacted *** *** to discuss her complaint*** *** explained that she was not satisfied with the fee structure that is associated with her vacation program, specifically the upgrade and annual service feesTo resolve *** ***’s concerns we offered to revise her program to weeks of vacation at a cost of $2,Our offer also included a $2,refund to offset the cost of the fees in question*** *** accepted our offer and her account was adjusted accordingly*** *** can expect to receive her refund within to business days
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations

[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 ***, and find that this resolution is satisfactory to me? Sundance Vacation Program agreed to cancel my account with themI'm in the process of waiting for a letter in the mail to confrim this cancelled agreement.Regards,
*** ***

February 14, 2017Thank you for your letter dated February 3, regarding *** ***I was sorry to learn that *** *** was displeased with the Vacation Program Agreement that he purchased on November 19, 2015, particularly based on his assertion that he is unable to utilize the vacation
weeks he has at his disposal.When we received the letter from your office we immediately began researching *** ***’s account in an effort to ascertain what had occurred to make him so displeasedUpon doing so we discovered some facts that are slightly different from those that *** *** put forth in his complaintIn his complaint, *** *** makes an insinuation that he has “tried” to use the vacation weeks that he purchased, and has not been able toUpon inspection of the client notes associated with *** ***’s account, we see that there were two consecutive weeks of reservations made for vacation accommodations in Maui*** *** contacted our reservations staff on July 22, and informed them that he had to cancel his reservation for that vacationWhile he was in his right to do so due to his purchase of our Vacation Assurance Protection, if “there is no way that [he] can use it,” it is most certainly not because of any failure to provide the promised services outlined in *** ***’s Vacation Program Agreement.Since receiving your letter, a representative from our Customer Service Department has been attempting to contact *** *** in an effort to resolve this issueOur records indicate that we have left voicemail messages for *** *** on three occasions (February 3rd, February 13th and February 15th, 2017), and as of this date we have not been able to discuss this matter with himAs a result, we are not able to offer a complete resolution to this complaintI remain confident that if given the opportunity we could resolve *** ***’s concernsIf *** *** would like? to discuss his complaint and be an active participant in its resolution I would encourage him to contact our Customer Service department at his earliest convenience.We trust this resolves *** ***’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed CSrManager, Customer Care

September 2, 2016Thank you for your letter dated August 19, regarding *** ***I was sorry to hear that *** *** felt that his Vacation Program Agreement was not satisfactorily fulfilling his vacation needsIt is never our intention to displease our clients, and it is always
disheartening to learn that we might have done so.In his letter to your office *** *** makes many assumptions about why he might have had difficulty in making reservations on several occasions, and while he might have had those difficulties we take exception to his assertions that his problems doing so are in any way emblematic of the experience of others or an intentional ploy on Sundance Vacations’ partAs stated in his letter, he was able to book vacations successfully and without incident on several vacations, and it is unfortunate that this was not his experience with our services on all instances.When we received your letter we had a representative from our Customer Service team contact *** *** in order to see if we could reach some sort of amicable resolution to this matterOur records indicate that after discussing this matter with *** *** on September 2, 2016, we agreed to cancel his Vacation Program Agreement and provide him with a full refund of the unused portion of his AgreementOur records indicate that he was pleased with this resolution.We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at (***.Sincerely,Ed C.SrManager, Customer Service

Thank you for your letter dated February 21, regarding Gail ***I was sorry to learn about? Ms***’s dissatisfaction with her Express Travel Agreement purchased on October 23, In? particular, I was sorry to learn that she felt that many of the costs associated with her
Agreement were not? covered adequatelyIt is never our intention to mislead clients, but rather one of our main priorities to? ensure that all information is fully disclosed prior to any purchase taking placeWe strive to? communicate, both verbally and in writing, all information in a manner that is easy to understand.? In her complaint to your office Ms*** makes reference to many “hidden fees” and “extra costs”? that were not explainedAs a point of reference I have included two pages of her Express Travel? Agreement for you to considerPlease note that on the Express Travel Agreement we have our clients? initial either “YES” or “NO” to a series of easy-to-understand questions that cover all of the fees? associated with the Travel AgreementIn the sections of that Agreement copied below, you can see that? Ms*** initialed in the affirmative that she understood these costs.Furthermore, we also provided Ms*** with an addendum to her Agreement: our Reservation? Fee ScheduleI have also enclosed this document for your referenceThis full page, infographic-style? document makes the fees associated with any possible vacation that can be taken through our services? easy to see and understandPlease note that Ms*** signed this document, indicating that she? understood its contents and accepted the terms detailed therein.? After receiving your letter a manager from our customer service department began to try to contact Ms.? *** in an effort to discuss her complaintUnfortunately we have been unable to contact her, having? left messages to contact us at the number listed on this complaint on three occasions (2/29, 3/2, and? 3/4/16)As a result we were not able to offer a resolution to this complaintI remain confident that if? given the opportunity we could resolve Ms***’s concernsIf Ms*** would like to discuss? her complaint I would encourage her to contact our customer service department at her earliest? convenience.? We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you? have any questions regarding this or any other matter, please do not hesitate to contact this office at 1-###-###-####.? Sincerely,? Ed C***? SrManager, Customer Service? Sundance Vacations?

February 16, 2018Thank you for your letter dated February 8, regarding *** ***I was sorry to hear that *** *** felt that the details of her Vacation Program Agreement were not adequately disclosed, or that the value was less than anticipatedIt is never our intention to mislead
clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.In her letter to your office *** *** claims that when she looked to utilize her Vacation Program that “there is not even any availability.” We take exception to this claim, particularly because there is no record of *** *** ever attempting to use her vacationsIn fact, when a manager from our Customer Care team contacted *** *** regarding this matter, *** *** was offered availability for a high- demand week of vacation (in August 2018) in Ocean City, Maryland and refused to even consider the ideaOther than this conversation there is no record of any denial of service or lack of availability affecting *** *** whatsoever, and if she were interested in utilizing her vacation week we would be more than happy to assist her in that endeavor.*** *** also makes a complaint regarding the value presented by the Vacation Program, referencing the fees associated with travelling during various times of the year or with acquiring units with additional bedrooms to vacation inWhile we cannot speak to the prices that may be found elsewhere for these vacation options, the fees that *** *** refers to were well-covered when she purchased her Vacation ProgramI have copied *** ***’s Seasonality Guide and Reservation Fee Schedule, both of which utilize easy-to-read infographics to ensure that all of the associated fees are clearly understoodWe ask that you notice that *** *** signed both of these forms, indicating that she understood their contentsFurthermore, all of our clients are provided with a Consumer Disclosure Acknowledgment, which reinforces all of the key points of the Vacation Program through a series of questions which they must answerWe have also provided a copy of this form, and we ask that you notice that *** *** answered in the affirmative when asked if she understood the fees that were associated with her Vacation Program.Since receiving your letter, a manager from our Customer Care department has discussed this matter with *** ***, and in the spirit of providing exemplary customer service has agreed to honor her request and cancel her Vacation Program Agreement and issue her a complete refund, in spite of the fact that there is no right of rescission associated with the Vacation ProgramWe have sent *** *** our standard Termination Agreement, and as soon as she returns the executed document her account will be effectively cancelled.We trust this resolves *** ***’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed CSrManager, Customer Care

[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 ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

March 10, 2016Thank you for your letter dated March 1, regarding *** ***I was sorry to hear that *** *** had not yet received her refund from Sundance Vacations, and immediately researched her account to see what could be done to assist.Our records indicated that MsBarlett’s refund check had been processed by our Accounting team and mailed to the address we have on file for *** *** on February 26, On March 4, I contacted *** *** by telephone and she informed me that they had, in fact, received the check and everything was in order.We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at ###-###-####.Sincerely,Ed C.SrManager, Customer Service

February 22, 2018Thank you for your letter dated February 12, regarding *** ***I was sorry to hear that *** *** felt that the decision to purchase her Vacation Program Agreement was the product of any “inconsistencies” regarding the information that was provided, or that the fees
associated with the Vacation Program were covered inadequatelyIt is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed and that all of our customers are comfortable with their purchase.In regard to *** ***’s insinuation that the fees associated with the Vacation Program were not covered adequately, we feel that this is a complete misrepresentation of the efforts made by our Sales staffThere are only two fees that *** *** seems to be claiming to be unaware of: the Unit Size and Unit Upgrade Fee and the Prime Season UpgradeIn the Terms and Conditions of the Vacation Program Agreement there are multiple references to these fees, as outlined in the sections copied belowI have also enclosed copies of the pertinent sections of the Agreement for your reference.In addition to the Vacation Program Agreement, all of our clients are provided with a Consumer Disclosure AcknowledgmentThis form ensures that our clients are aware of all the pertinent details of? the Vacation Program, responding to a series of easy-to-understand questions by initialing in a column corresponding to either “Yes” or “No.” I have copied questions number 8, and below, which show *** *** initialing in the “Yes” column, indicating that she was aware of the upgrade fees associated with the Vacation Program.The section referenced above mentions that the Prime Season upgrades are done “in accordance with the Seasonality Guide.” This is a form that all of our clients are provided with, and I have enclosed a copy of *** ***’s for your referenceThis form goes through the seasonality of all of our major vacation areas, outlining when upgrades will be due, and I ask that you notice that *** *** signed the form to signify that she understood its contentsMoreover, all of our clients are also provided with a Reservation Fee Schedule, which clearly defines the fees that are due for travelling in units of varying sizes through different times of the yearI have copied this form in its entirety below, and we again ask that you notice that it was signed by *** *** to signify that she agreed with and understood its contents.We were already working on *** ***’s account before we had received any communications from your officeAfter several communications with *** ***, we were able to reach an amicable resolution to this matter on February 12, ??" the same day that *** ***’s letter was forwarded to our officeOur records indicate that we agreed to cancel *** ***’s Vacation Program Agreement, and agreed to a refund that was fair and equitableOur records indicate that *** *** was satisfied with this resolution.We trust this resolves *** ***’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at (***.Sincerely,Ed C***SrManager, Customer Care

August 1, 2016Thank you for your letter dated July 25, regarding *** ***I was sorry to hear that *** *** felt that the details of her Vacation Program Agreement were not adequately disclosedIt is never our intention to mislead clients, but rather one of our main priorities to
ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.In her complaint to your office, *** *** writes that she was not informed about the service charge that is associated with her Vacation Program AgreementWe feel that any insinuation that this fee was not brought to *** ***’s attention when she made her purchase is entirely without merit and misrepresentative of the efforts made by our Sales staff to ensure that all details are well-coveredI have enclosed the pertinent pages of *** ***’s Agreement for your referenceThe Annual Service Charge is covered in two different places in the Vacation Program Agreement, and I have copied both of these sections for your reference below.The Annual Service Charge is also clearly covered in the Consumer Disclosure Acknowledgment, a portion of our Agreement that asks our customers to respond to a series of “Yes” or “No” questions by initialing in the appropriate columnWe ask that you note *** ***’s initials in the “Yes” column for question number below, signifying that she was aware of the fact that there was a Service Charge due annually, regardless of how many vacations are utilized.Regardless of these facts, when we received your letter we immediately looked in to *** ***’s account in order to reach some sort of amicable resolution to this matterOur records indicate that after discussing this matter with *** *** on July 22, (three days before your letter to our office), we agreed to cancel her Vacation Program Agreement and provide her with a refund that was both fair and equitableOur records indicate that she was pleased with this resolution.We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ***.Sincerely,Ed CSrManager, Customer Service

Sundance Vacations, Inc
*** *** *** *** Wilkes Barre, PA ***
February 1,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
Birney Avenue
Moosic, PA
RE: *** ***, ID ***
*** ***
Thank you for your letter
dated January 26, regarding a complaint that was filed by *** ***I was sorry to hear of *** ***’s misunderstanding regarding the terms and conditions of the vacation program that he purchased from us on January 29, It is never our intention to mislead clients, but rather one of our main priorities to ensure that all information (regarding the vacation program that we offer) is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand
After receiving your letter a manager from our customer service department spoke with *** *** regarding his complaintDuring our conversation *** *** explained his dissatisfaction with the reservation process that is associated with his vacation programAs a result he no longer wanted his vacation programAlthough there has been no breach of contract on the seller’s part, in the interest of customer service we agreed to cancel his account upon the receipt of an executed Confidential Termination and Release AgreementThat same day we sent *** *** his Confidential Termination and Release AgreementOnce we receive the executed document in our office we will finalize the cancellation of *** ***’s account
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
? Complaint: ***
I am rejecting this response because the company spoke with *** several times prior to the 14th and were less than helpful in explaining their position and address concerns? When ***'s husband attempted to resolve the issue he was met with resistance and beuracracy? Since English is ***'s second language, she now feels threatened and that the company is trying to extort more money after not receiving communication for almost years.?
This company has been less than forthcoming ? in the original contract and has been aggressive in recent interactions?
Regards,
*** ***

Sundance Vacations, Inc
*** *** *** ***
Wilkes Barre, PA ***
November 16,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** Birney Avenue
Moosic, PA
RE* *** ** ***, ID ***
*** ***:
Thank you for your
letter dated November 11, regarding a complaint that was filed by *** ***After receiving your letter a manager from our customer service department contacted *** *** to discuss his complaintDuring the conversation *** *** explained his disappointment with regard to the reservation process that is utilized for his vacation programWe advised *** *** that although there has been no breach of contract on the seller’s part, in the interest of customer service we would cancel his account upon the receipt of an executed Confidential Termination, Release and Refund AgreementThat same day we sent *** *** his Confidential Termination, Release and Refund AgreementOnce the executed document is received in our office we will immediately finalize the cancellation of *** ***’s account and process the applicable refund
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations

[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 ***The business did contact me and we did reach an agreement for a full refundI did, however, ask them for a final copy of the termination agreement, which they have not yet returned to meAdditionally, I have not yet received the refund check
Regards,
*** ***

Please find our response to this complaint attached above Feel free to contact me should you require anything further

July 3, 2017Thank you for your letter dated June 23, regarding *** ***I was sorry to hear that *** *** felt that the details of our promotional offer were not clearly outlinedIt is never our intention to mislead our prospective clients, but rather one of our main priorities to ensure
that all information is fully disclosed at all timesWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.In her complaint *** *** takes issue with many of the details of our promotional offer that she was selected for, although her familiarity with these details leads us to the conclusion that our marketing staff did a superlative job in ensuring that all of those details were clearly communicatedAs for the details of the “constant contact” that *** *** mentioned in her letter to your office, below is the complete history of our interactions with *** ***, culled from our records.On June 21, a marketing associate spoke with *** *** at 10:AM and offered to arrange for a time for her to visit our Parsippany, NJ sales office on June 23, at 8:PMPlease note that the day that *** *** submitted her letter to your office was the next day (the day before her scheduled appointment).In spite of calling us back to confirm the appointment, *** *** failed to attend the meeting at the scheduled time.On June 24, a marketing associate called *** *** to inquire about her absence the previous day and to see if she would be interested in reschedulingOur records indicate that *** *** terminated the call when our associate identified himself.On June 26, a marketing associate attempted to contact *** ***, but our records indicate that the call was never answered.On July 3, 2017, in response to the letter from your office, Sundance Vacations placed *** *** on our internal do-not-call list in order to ensure that she is never contacted again.While *** *** chose not to take part in our promotional offer, we take great exception to her assertion that it was a “scam,” largely because she never followed up on any of the promotional offersIf she had attended the promotional presentation that she had scheduled for I can assure you that she would have received everything that she was promised on the telephoneAlso, Sundance Vacations has never sharedthe personal information of any prospective client with any other entity, so any “phone calls from other scam companies” are either purely coincidental, or the result of other marketing campaigns that *** *** participated inMoreover, the “constant contact” claim that *** *** levelled against our marketing efforts is entirely without merits, as her letter was submitted when there had only been one call made to *** *** (to make the appointment), and one call received from *** *** (to confirm the appointment for the following day).Regardless, *** *** will not hear from Sundance Vacations again.We trust that this resolves *** ***’s complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed CSrManager, Customer Care

November 30, 2017Thank you for your letter dated November 17, regarding *** *** ***I was sorry to learn about *** ***’s dissatisfaction with her Vacation Program Agreement purchased on September 28, In particular, I was sorry to learn that she felt that our organization
was not “legit,” due to the presence of “fees outside of the ones [they] were made aware of.” It is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.While there is no disputing the fact that *** *** has not to this point used any of the vacation weeks that she purchased through her Vacation Program Agreement, it is our position that there was no misrepresentation of the availability of vacation weeksIn her complaint to your office, *** *** claims that we did not inform them that they “could only travel based on what was available.” Vacationing through the services provided by Sundance Vacations is based on availability, as it is throughout the industryWhile we do guarantee availability to our clients if they book with enough advance notice, the vacation that *** *** was attempting to book did not meet those criteriaThe fact that travel is subject to availability is most clearly outline in the Consumer Disclosure Acknowledgment, and in the portion of that form copied below we ask that you notice that *** *** initialed “Yes” when asked if she understood this fact.*** *** also claims that she was unaware that the Vacation Program Agreement did not include the advance purchase of transportationNot only is this assertion without merit, but it would be animpossibility to include the transportation expenses in advance for the vacation weeks that *** *** purchasedOur clients utilize their vacation weeks over a number of years, and at the time of purchase none of the details necessary to make transportation arrangements are known (vacation destination, date of travel, number of travelers, departure city, etc.)To avoid any confusion, this fact is covered in our Agreement several times, most notably in the Consumer Disclosure Acknowledgment, where you can see in the segment below that *** *** initialed in the affirmative when asked if it was understood that no transportation expenses were included in her purchase.Regardless of these facts, when we received your letter we had a representative from our Client Resolution team research *** ***’s account in order to see if we could reach some sort of amicable resolution to this matterOur records indicate that we had already cancelled *** ***’s account on November 16, (the day before we were made aware of her complaint to your office)Our records indicate that she was satisfied with this resolution.We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at ###-###-####.Sincerely,Ed C***SrManager, Customer Care?