J & J Lawn and tree Serivce

Sundance Vacations, Inc.
[redacted] Wilkes Barre, PA 18702
December 24, 2015
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]
[redacted]:
Thank you for your...

letter dated December 23, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted [redacted] to discuss her complaint. We explained to [redacted] that her account had been revised to 2 weeks of vacation for the total amount that she had paid into her vacation program ($1,032.72). We apologized for the prior misunderstanding regarding how many weeks [redacted] had in her account and the call ended.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: No has contacted since I sent my complaint in. I got a call today from tan don't know who that is but all I want is this to be canceled. they can email me at s[redacted]@[redacted].com. I also got an email which I replied to and attached a copy.
Regards,
[redacted]

Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
January 28, 2016
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted] ID [redacted]:
Thank you for your letter dated January 20, 2016 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department made additional attempts to contact [redacted] to discuss her complaint. Our attempts were as follows;
• January 23, 2016 at 4:25pm- call attempt, we left a message requesting that the customer call us back.
• January 27, 2016- call attempt at 6:22pm, we left a message requesting that the customer call us back.
Unfortunately our attempts to reach [redacted] were unsuccessful as she did not return any of our calls. Please note that we cannot resolve Ms. [redacted]’s concerns without speaking to her.
If [redacted] 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 resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.
Sincerely,
Customer Service
Sundance Vacations

April 21, 2017Thank you for your letter dated April 18, 2017 regarding [redacted]. I was sorry to hear that [redacted] felt that we were in any way attempting to “drag out” the process of resolving the issues associated with his parents’ Vacation Program Agreement. It is always our policy to...

respond to any consumer issues with expediency.Upon receiving the letter from your office, a manager from our Customer Care team was able to speak with [redacted] on April 18, 2017. Our records indicate that during that conversation we reached an agreement to cancel the [redacted]’s Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with it. As part of this agreement, the [redacted] will also receive a refund that is both fair and equitable. We have sent the [redacted]s our standard Termination Agreement, and as soon as they sign and return it to us both parties will be released from their contractual obligations, effectively cancelling their Vacation Program.We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ([redacted].Sincerely,Ed CSr. Manager, Customer Care

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

March 17, 2017Thank you for your letter dated March 9, 2017 regarding [redacted]. I was sorry to hear that [redacted] felt that we had not addressed the concerns that she had expressed in her original letter of complaint to your office. While [redacted] disagrees that we are at an “impasse,” we have no other term for the situation that we currently find ourselves in. [redacted] insists that all of the terms and conditions of the Vacation Program Agreement were misrepresented and presented as part of some “deception.” To the contrary, we have provided signed documents from over four years ago that show, in great detail, how all of the fees associated with [redacted]’s Vacation Program were covered adequately.Although we have multiple signed documents that counter all the assertions of malfeasance put forth by [redacted], it is becoming increasingly apparent that pursuing any future relationship with her would prove to be imprudent. While she has not used any of the vacation weeks that she purchased, she also had several vacation weeks on hold in 2013, only to change her mind and decide not to use them. (To reiterate, these are vacation weeks that we made available for her use only to have her decide that she didn’t want to use them.)In order to reach an amicable resolution to this matter, Sundance Vacations would be willing to refund [redacted] 50% of the principal paid towards her Vacation Program and cancel the Agreement, also relieving her of responsibility for the $6,911.19 still owed on the contract. To date, [redacted] has paid $5,388.81 towards the Vacation Program, so our refund offer would be for $2,695.00. If this is acceptable, we ask that [redacted] contact us so that we can provide her with the appropriate paperwork to sever our relationship.We trust this resolves [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at [redacted].Sincerely,Ed CSr. Manager, Customer Service

[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 is satisfactory to me. 
Regards,
[redacted]

June 27, 2016Thank you for your letter dated June 17, 2016 regarding [redacted]. I was sorry to hear that [redacted] felt that the details of her Vacation Program Agreement were not adequately disclosed. 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 place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.In her letter to your office [redacted] claims that she was experiencing frustrations with our reservations process and was looking for relief from her Agreement. Our records indicate that before receiving the letter of complaint from your office we had made several offers of reservations to [redacted], although she hadn’t finalized the booking process on any of those vacation weeks. In fact, the most recent offer of availability was for a trip to the Orlando area of Florida, which [redacted] inquired about on June 16, 2016 – the day before she wrote her letter of complaint to your office. While it is true that [redacted] 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 [redacted] states that in order to book a vacation she was told that she would be required to “just pay a $99 processing fee to go,” and asserts that all of the other fees associated with her Vacation Program were not disclosed. It 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 extensively. In [redacted]’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 demand. As a point of reference I have included several pages of [redacted]’s Agreement for you to consider. Please note that in sections 4 and 6 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 [redacted] 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 year. I have enclosed a copy of this form for your reference, and ask that you notice that [redacted] signed the form to signify that she understood its contents.On June 23, 2016, a representative from our Customer Service department contacted [redacted] in an effort to see what could be done to resolve this matter. Our records indicate that we were able to bring this matter to an amicable resolution. After reviewing the reservations procedures outlined in [redacted]’s Vacation Program Agreement, we agreed to consider her account paid-in-full while providing her with a refund of $3,000.00 and leaving her with the full use of six vacation weeks. Our records indicate that [redacted] was satisfied with this resolution.We trust this resolves [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed C.Sr. Manager, Customer Service

February 17, 2016Thank you for your letter dated February 11, 2016 regarding [redacted]. I was sorry to learn about the [redacted]’s dissatisfaction with the accommodations that were offered for use on our website, although a review of our records indicates that there were no attempts made to...

actually use any of the vacations offered through our services.Upon receiving your letter we reviewed the [redacted]’s account and decided that in the interest of customer service we would honor their desired settlement to this complaint and cancel the contract that is associated with their vacation program. On February 17, 2016 we emailed our standard cancellation and release forms to the email address we have on file for the [redacted]s and we have yet to receive them back. As soon as we receive the executed documents back from the [redacted]s, their Vacation Program Agreement will be effectively cancelled and both parties will be released from any and all future obligations. We will also issue a refund of the $900 that the [redacted]s have paid towards the Vacation Program Agreement thus far.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.Sr. Manager, Customer Service

[A default letter is provided here
Revdex.com:Please be advised that I have agreed to the cancellation terms which Sundance Vacations offered, however, please make note that again they are only telling half truths and this is what disturbs me.  I am the one who contacted them on the 7th (they did not contact me) In fact, I called them twice that day, and when they told me that the person of whom I have been playing phone tag with was not available, I asked to speak to another representative.  At that time they told me that there was no one there that could help me. None the less, with persistance in wanting to resolve this issue, I said that I would like to get this resolved at that present time, and that too much of my time and Sundance Vacations time has been wasted to continue the phone messages etc.  I believe the gentlemans name was Bob and he asked me to hold at which time he got Jessica on the phone.  Within several minutes of speaking to her, my issue was resolved.  She is the one who should be patted on the back.  Give her the credit for resolving the issue.I would recommend that Sundance spend less time on orchestrating their letters to make them look like they go over board for their clients, and spend more time on getting their facts straight.    Their service was misrepresented and now the exaggerate on their letters too.  I am just glad to be done with them.Thank you for your follow up.Complaint ID [redacted] is resolved.
Regards,
[redacted]

June 10, 2016Thank you for your letter dated May 31, 2016 regarding [redacted]. I was sorry to hear that [redacted] felt that the decision to purchase his Vacation Program Agreement was the result of any sort of “scam and fraud,” particularly when such opinions aren’t based on any personal...

experiences with our organization or the Vacation Program that he purchased. 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 place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.[redacted]’ complaint to your office contains no specific complaints about the Vacation Program that he purchased on January 19, 2016, so it is not possible for us to discuss the Program itself. Our records indicate that [redacted] has never attempted to utilize the services that he purchased in the Vacation Program Agreement, and until we received the letter from your office we had no reason to believe that he was anything other than satisfied with his purchase.It is also likely that many of [redacted]’ complaints were fueled by his involvement with the Boycott Sundance Vacations page on [redacted]. This page has a well-documented history of dispensing “legal” advice to consumers that are looking to get out of their contractual obligations with Sundance Vacations, regardless of the pertinence or accuracy of that advice. While there is no record of [redacted] posting on that page, it is the most likely source of his awareness of “fraud and scam complaints.”Upon receiving the letter from your office we immediately began attempts to contact [redacted] in an effort to resolve this issue. Our records indicate that a manager of our Customer Service team made several attempts to call [redacted] (June 3, June 7, and June 9, 2016), but to this point has only been able to leave voicemail messages. As a result, we are not able to offer a complete resolution to this complaint. I remain confident that if given the opportunity we could resolve [redacted]’ concerns. If [redacted] 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 [redacted]’ complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ([redacted].Sincerely,Ed C.Sr. Manager, Customer Service

February 11, 2016Thank you for your letter dated March 1, 2016 regarding a complaint that was filed by [redacted]. I was sorry to hear that [redacted] was dissatisfied with the offer to terminate her agreement with Sundance Vacations, and I am still hopeful to resolve this issue...

satisfactorily.After receiving your letter I immediately researched [redacted]’s account to discern what had transpired. Our records show that [redacted] contacted our Customer Service team on February 26, 2016 and requested to cancel her Vacation Package. In an effort to provide excellent customer service we agreed to cancel [redacted]’s Vacation Program Agreement, as she outlined in her complaint to your office. Over the course of that conversation we informed [redacted] that we would relieve her of the $4,194.86 still owed on her Vacation Program Agreement. Our records indicate that [redacted] never requested a refund of monies paid, nor was she offered such.Since receiving the letter from your office our Customer Service team has attempted to reach [redacted] on three different occasions: March 2, March 4, and March 7, 2016. We were unable to speak to [redacted] on any of these attempts, although we have left voicemail messages asking her to call us back. As a result we are not able to offer a resolution to this complaint, although I remain confident that if given the opportunity we could resolve [redacted]’s concerns. If [redacted] would like to discuss her complaint and become an active participant in its resolution 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 resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed C.Sr. Manager, Customer Service

September 23, 2016Thank you for your letter dated September 15, 2016 regarding [redacted]. I was sorry to hear that [redacted] felt that the details of his Vacation Program Agreement were not adequately disclosed. 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 place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.Upon reviewing her complaint to your office, the primary concern that [redacted] seems to have with his Vacation Program is that he feels that he was misinformed regarding his ability to cancel. We feel that this is a complete misrepresentation of both the facts of the Pennsylvania Consumer Protection Laws and the efforts our sales staff makes to ensure that all details are disclosed. The fact of the matter is not that [redacted]’s right to rescission was revoked, but that it never existed in the first place, in part because he entered into this Agreement in our permanent place of business, and not in his residence or over the telephone. This is also information that is well covered in the Vacation Program Agreement entered into by [redacted], and I have included copies of the pertinent pages for your reference. Please note section 11 of the Agreement, as well as question 18 of the Consumer Disclosure Acknowledgment, which shows [redacted]’s initials in the “Yes” column when asked if he understood that the Agreement was not subject to any right of rescission.Additionally, we take exception to [redacted]’s assertion that he is in any way “dissatisfied with the service.” Our records indicate that [redacted] has never attempted to utilize any of the services promised to him under his Agreement, making it impossible for him to have experienced any sort of dissatisfaction. The only contact we have on record from [redacted] was on April 28, 2016, when he informed our Customer Service team that he could not afford the package and was offered the opportunity to significantly reduce the costs associated with his purchase, which he accepted.After receiving your letter, a manager from our Customer Service department began to try to contact [redacted] in an effort to discuss his complaint. Unfortunately, we have been unable to contact him, having left messages to contact us at the number listed on this complaint on three occasions (9/14, 9/15, and 9/22/2016). As a result, we are not able to offer a complete resolution to this complaint. I remain confident that if given the opportunity we could resolve [redacted]’s concerns. If [redacted] 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 [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed CSr. Manager, Customer Service

Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
November 16, 2015
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted] 4099 Birney Avenue
Moosic, PA 18507
RE[redacted], ID [redacted]
[redacted]:
Thank you for your...

letter dated November 11, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted [redacted] to discuss his complaint. During the conversation [redacted] explained his disappointment with regard to the reservation process that is utilized for his vacation program. We advised [redacted] 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 Agreement. That same day we sent [redacted] his Confidential Termination, Release and Refund Agreement. Once the executed document is received in our office we will immediately finalize the cancellation of [redacted]’s account and process the applicable refund.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.
Sincerely,
Customer Service
Sundance Vacations

September 30, 2016Thank you for your letter dated September 26, 2016 regarding [redacted]. I was sorry to hear that [redacted] was dissatisfied with our response to his complaint, particularly because we have yet to hear from him so that we could discuss a satisfactory resolution. Additionally, our records indicate that [redacted] has still not attempted to utilize his vacation services, so our position that he couldn’t possibly be “dissatisfied with the service” remains unchanged.In his responses to your office, [redacted] also makes claims that our Sales staff had him “pinned into a lengthy coercive and deceptive sales pitch,” during which “a deluge of sales people (exerted) high pressure tactics ... employed after several hours of coercion.” We take exception to this characterization of the practices employed by our Sales staff, as we hold them to the highest levels of courtesy and professionalism. In an effort to ensure that all of our prospective clients are treated in a respectful manner, we have our new clients affirm that they were treated well. We have already provided you with a copy of the Consumer Disclosure Acknowledgment portion of [redacted]’s Agreement, and we ask that you note his initials in the “Yes” column of question number 14, which I have copied below.Although he has not responded to numerous attempts to contact him, I still remain confident that if given the opportunity we could resolve [redacted]’s concerns. If [redacted] 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 [redacted]’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at [redacted].Sincerely,Ed CSr. Manager, Customer Service

March 30, 2016Thank you for your letter dated March 23, 2016 regarding [redacted]. I was sorry to hear that [redacted] reported to your office that nobody from Sundance Vacations had contacted him, particularly in light of our prior response indicating that we had attempted to do so on three occasions.Upon receiving the letter from your office a manager from our Customer Service department was able to speak with [redacted] on March 30, 2016. Our records indicate that during that conversation we reached an agreement to cancel [redacted]’s Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with it. We sent [redacted] our standard Termination Agreement, and as soon as he signs and returns it to us both parties will be released from their contractual obligations, effectively cancelling his Vacation Program.We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.Sincerely,Ed C.Sr. Manager, Customer Service Sundance Vacations

Sundance Vacations, Inc.
264 Highland Park Boulevard
Wilkes Barre, PA 18702
January 5, 2016
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]:
Thank you for your letter dated December 29, 2015 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a representative from our customer service department contacted [redacted] to discuss her complaint. We explained to [redacted] that although there has been no breach of contract on the seller’s part, in the interest of customer service we agreed to cancel [redacted]’s account with refund upon the receipt of an executed Confidential Termination, Release and Refund Agreement. On January 4, 2016 we emailed [redacted] her release agreement. One we receive the executed document in our office we will finalize the cancellation of [redacted]’ account and process the applicable refund.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.
Sincerely,
Customer Service
Sundance Vacations

Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
December 14, 2015
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]
[redacted]:
Thank you for your letter...

dated December 7, 2015 regarding a complaint that was filed by [redacted]. On December 8, 2015 a manager from our customer service department contacted [redacted] to discuss her complaint. [redacted] explained that the current cost of her vacation program was causing her a financial hardship. To resolve [redacted]’s concerns we offered to revise her program to 8 weeks of vacation at a cost of $3,166.72. Our offer also included releasing [redacted] from the remaining balance of more than $1,800.00. [redacted] accepted our offer and her account was adjusted accordingly.
We trust this resolves the complaint and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.
Sincerely,
Customer Service
Sundance Vacations

Thank you for your letter dated June 10, 2016 regarding [redacted]. I was sorry to hear that Ms. [redacted] felt that the decision to purchase her Vacation Program Agreement was hastily made, without an opportunity to review the pertinent details. Throughout our sales process it is one of...

our main priorities to ensure that all information is fully disclosed and that all of our customers are comfortable with their purchase. Ms. [redacted]’s complaint to your office contains no specific complaints about the Vacation Program that she purchased, so it is not possible for us to discuss the Program itself. Our records indicate that Ms. [redacted] has never attempted to utilize the services that she purchased in the Vacation Program Agreement, and until we received a letter from her on February 27, 2016 we had no reason to believe that she was anything other than satisfied with her purchase. Our records indicate that a representative from our Customer Service department contacted Ms. [redacted] when we received that letter, and that Ms. [redacted] declined to speak with us and hung up. When reading Ms. [redacted]’s letter to your office, I was also concerned about the level of confusion she expressed regarding the financing arrangement she entered into on October 17, 2013. When purchasing her Vacation Program Agreement, Ms. [redacted] was provided with several forms describing in great detail how the financing of the package was going to be handled: a Truth-in-Lending Disclosure Statement, a Retail Installment Contract Addendum, and a Promissory Note. I have provided copies of these forms for your reference, and ask that you notice that Ms. [redacted] initialed and signed all of them, signifying that she understood their contents. It is also likely that many of Ms. [redacted]’s complaints were fueled by her involvement with the Boycott Sundance Vacations page on [redacted]. This page has a well-documented history of dispensing “legal” advice to consumers that are looking to get out of their contractual obligations with Sundance Vacations, regardless of the pertinence or accuracy of that advice. While there is no record of Ms. [redacted] posting on that page, it is the most likely source of the “research” which led her to believe that she “was not dealing with a reputable company.” Upon receiving the letter from your office regarding Ms. [redacted]’s complaint a manager from our Customer Service department attempted to contact her in an effort to see what could be done to address the matter. Unfortunately, we have been unsuccessful in reaching an agreement thus far with Ms. [redacted], so we are unable to offer a resolution to this complaint. Our records indicate that we offered to cancel Ms. [redacted]’s Travel Program Agreement as she requested, and we offered to refund her an amount that we deemed fair and equitable. Ms. [redacted] didn’t feel that this offer was sufficient, and further calls to continue efforts to settle this matter amicably have thus far gone unanswered. I remain confident that if given the opportunity we could resolve Ms. [redacted]’s concerns. If Ms. [redacted] would like to discuss her complaint and continue being an active participant in its resolution, 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 resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400. Sincerely,  Ed C[redacted] Sr. Manager, 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]