J & J Lawn and tree Serivce

Pending acceptance: I'm waiting on the refundA verbal agreement works the same as a written oneThey told me I could cancelSo they need to change their policyThis place really is a scam 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] ***

Sundance Vacations, Inc [redacted] November 11, Revdex.com of Metro Washington DC and Eastern Pennsylvania Attn: [redacted] RE: [redacted] : Thank you for your letter dated November 9, regarding a complaint that was filed by [redacted] After receiving your letter I reviewed [redacted] account and found that she had discussed her concerns with our customer service manager on November 9, To resolve [redacted] concerns we offered to revise her program to weeks of vacation at a cost of $2,Our offer also included a refund totaling $2, [redacted] accepted our offer and her account was adjusted accordingly [redacted] can expect to receive her refund within 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 [redacted] Sincerely, Customer Service Sundance Vacations

March 30, 2016Thank you for your letter dated March 23, 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, 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 itWe 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 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

From:? [redacted] ***? [redacted] Date: Fri, Mar 16, at 1:PMSubject: Withdraw ComplaintTo: "[email protected]" Hi,I just filed a complaint earlier today about [redacted] ? Is it possible to receive that back, as they are issuing me a refund and are terminating the contract[redacted] ***

Sundance Vacations, Inc [redacted] Boulevard Wilkes Barre, PA December 14, Revdex.com of Metro Washington DC and Eastern Pennsylvania Attn: [redacted] Birney Avenue Moosic, PA RE: [redacted] , ID [redacted] : Thank you for your letter dated December 7, regarding a complaint that was filed by [redacted] On December 8, a manager from our customer service department contacted [redacted] to discuss her complaint [redacted] 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 [redacted] ’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 [redacted] accepted our offer and her account was adjusted accordingly [redacted] 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

[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: [redacted] I am rejecting this response because: No has contacted since I sent my complaint inI got a call today from tan don't know who that is but all I want is this to be canceledthey can email me at s [redacted] @***.comI also got an email which I replied to and attached a copy Regards, [redacted]

July 3, 2017Thank you for your letter dated June 23, regarding [redacted] ***I was sorry to hear that [redacted] 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 [redacted] 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 [redacted] mentioned in her letter to your office, below is the complete history of our interactions with [redacted] ***, culled from our records.On June 21, a marketing associate spoke with [redacted] 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 [redacted] 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, [redacted] failed to attend the meeting at the scheduled time.On June 24, a marketing associate called [redacted] to inquire about her absence the previous day and to see if she would be interested in reschedulingOur records indicate that [redacted] terminated the call when our associate identified himself.On June 26, a marketing associate attempted to contact [redacted] ***, 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 [redacted] on our internal do-not-call list in order to ensure that she is never contacted again.While [redacted] 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 [redacted] participated inMoreover, the “constant contact” claim that [redacted] levelled against our marketing efforts is entirely without merits, as her letter was submitted when there had only been one call made to [redacted] (to make the appointment), and one call received from [redacted] (to confirm the appointment for the following day).Regardless, [redacted] will not hear from Sundance Vacations again.We trust that this resolves [redacted] ***’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

February 2, 2018Thank you for your letter dated January 25, regarding [redacted] I was sorry to hear that ***? [redacted] felt that the decision to purchase her Vacation Program Agreement was the product of being? “pressured,” or that she feels that some pertinent details of the Vacation Program were not disclosedIt is? never our intention to “pressure” clients, but rather one of our main priorities to ensure that all? information is fully disclosed and that all our customers are comfortable with their purchase.Regarding [redacted] ***’s assertion that our sales staff had “pressured” her into her decision to purchase the? Vacation Program Agreement, we feel that we gave her multiple opportunities to express these feelings,? and our records indicate that she never didAs part of our Vacation Program Agreement we enclose a? Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand? questions by answering “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your? reference, and we ask that you note the section below which shows [redacted] answering several questions? in the affirmative regarding her overall satisfaction with our Sales staff and the overall purchaseAre you satis?ed with the professionalism and courtesy of our sales staff??? ? 14.? ? ? ? ? ? Are you ?nancially comfortable with the purchase price and associated costs of this program? 15.? ? ? 15.Additionally, our Customer Care team attempts to contact all our newest clients in the days immediately? following their purchase in an effort to see if they have any questions or concerns about the Vacation? ProgramOur records indicate that our Customer Care representatives attempted to contact [redacted] ***? four times over the course of January 15th and 16th, 2018, and despite leaving several voicemail messages? our records show that she never called us backMoreover, there have been no other contacts with our? Customer Care staff, so we would have had no reason to believe that [redacted] was anything but satis?ed? with her Vacation Program[redacted] also states that she was “never informed about the refund policy” regarding the purchase of her? Vacation ProgramWe 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 disclosedThe fact of the matter is not that [redacted] ***’s right to rescission was revoked or not disclosed, but that it? never existed in the ?rst place, in part because she entered into this Agreement in our permanent place of? business, and not in her residence or over the telephoneThis is also information that is well covered in? the Vacation Program Agreement entered into by [redacted] ***, and I have included a copy of the pertinent? pages for your referencePlease note the sections of the Agreement referenced below, one of which? shows [redacted] ***’s initials in the “Yes” column.11.? Binding Nature and ModificationThe terms and conditions of this Agreement and any other document executed in conjunction are to bind the? parties and where applicable their heirs, representatives, successors and assigns, and represent the entire Agreement between the partiesThe? parties further agree that this Agreement may not be amended or modi?ed except as agreed by the parties and con?rmed in writing from Seller? to TravelerTraveler acknowledges that this Agreement IS NOT SUBJECT TO ANY "RIGHT OF RESCISSION" AND MAY NOT BE CANCELLEDThe Agreement being in full force and effect from the date of its executionIt is understood by the parties that this Agreement? contains the whole of? the Agreement between the parties, and no representations, verbal or otherwise, have been made or relied upon and which? are not contained in this Agreement or the instruments referred to hereinDo you understand that the Vacation Program Agreement is legally binding and not? subject to a right of rescission under applicable law or regulation?? ? 18.? ? 18.Since receiving your letter, a representative from our Customer Care department has attempted to contact? [redacted] in an effort to resolve this issueOur records indicate that we have left voicemail messages for? [redacted] on three occasions (January 25th, February 1st and 2nd, 2018), and as of this date we have been? unable to discuss the matter with herThus, we are not able to offer a complete resolution to this complaintI remain con?dent that if given the opportunity we could resolve [redacted] ***’s concernsIf? [redacted] would like to be an active participant in the resolution to this matter, I would encourage her to? contact us at her earliest convenience.We trust this resolves this 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 CareSundance Vacations

February 17, 2016Thank you for your letter dated February 11, 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 programOn February 17, 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 backAs 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 obligationsWe will also issue a refund of the $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.SrManager, Customer Service

June 27, 2016Thank you for your letter dated June 17, regarding [redacted] **I was sorry to hear that [redacted] 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 [redacted] 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 [redacted] **, 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 [redacted] inquired about on June 16, ?" the day before she wrote her letter of complaint to your officeWhile 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 $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 [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 demandAs a point of reference I have included several pages of [redacted] **’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 [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 yearI 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 matterOur records indicate that we were able to bring this matter to an amicable resolutionAfter 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,and leaving her with the full use of six vacation weeksOur 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 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 15, 2017Thank you for your letter dated June 8, regarding [redacted] ***I was sorry to hear that [redacted] was dissatisfied with the promotional vacation voucher that he received when he visited our officeThese promotional vacation vouchers are procured through a third-party promotional company, ***, and fully serviced by themFor this reason, it is difficult for us to comment on the details of the reservations process that was experienced by [redacted] in particular.Upon receiving the letter from your office, however, we immediately contacted management at [redacted] and inquired about the status of [redacted] ***’s promised refundOur records indicate that on June 8, a representative from [redacted] contacted [redacted] and ensured him that the refund check had been processed and sent to him, and provided him with the refund check numberOn June 15, 2017, a manager from our Customer Care team called [redacted] to inquire about the status of the refund, but were unable to speak with him, leaving a message to contact us if there were anything that we could do to be of assistance.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 CSrManager, Customer Care

Sundance Vacations, Inc. [redacted] Wilkes Barre, PA [redacted] November 16, 2015 BBB 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 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

Sundance Vacations, Inc [redacted] Wilkes Barre, PA [redacted] January 28, Revdex.com of Metro Washington DC and Eastern Pennsylvania Attn: [redacted] Birney Avenue Moosic, PA RE: [redacted] ID [redacted] : Thank you for your letter dated January 20, 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 complaintOur attempts were as follows; • January 23, 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 callsPlease 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 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

February 11, 2016Thank you for your letter dated March 1, 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 transpiredOur records show that [redacted] contacted our Customer Service team on February 26, and requested to cancel her Vacation PackageIn an effort to provide excellent customer service we agreed to cancel [redacted] ’s Vacation Program Agreement, as she outlined in her complaint to your officeOver the course of that conversation we informed [redacted] that we would relieve her of the $4,still owed on her Vacation Program AgreementOur 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, We were unable to speak to [redacted] on any of these attempts, although we have left voicemail messages asking her to call us backAs 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 concernsIf [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 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 [redacted] **I was sorry to hear that [redacted] 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 [redacted] 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 [redacted] **, 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 [redacted] inquired about on June 16, – the day before she wrote her letter of complaint to your officeWhile 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 $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 [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 demandAs a point of reference I have included several pages of [redacted] **’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 [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 yearI 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 matterOur records indicate that we were able to bring this matter to an amicable resolutionAfter 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,and leaving her with the full use of six vacation weeksOur 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 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 [redacted] Wilkes Barre, PA December 24, Revdex.com of Metro Washington DC and Eastern Pennsylvania Attn: [redacted] Birney Avenue Moosic, PA RE: [redacted] , ID [redacted] : Thank you for your letter dated December 23, regarding a complaint that was filed by [redacted] After receiving your letter a manager from our customer service department contacted [redacted] to discuss her complaintWe explained to [redacted] that her account had been revised to 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 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

March 2, 2017Thank you for your letter dated February 21, regarding [redacted] I was sorry to hear that [redacted] 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 a valued customer might be dissatisfied.In his letter to your office [redacted] claims that Sundance Vacations is “nothing but a scam,” and continues to assert that he was “completely misled and [the program] was complete misrepresentation.” While it is true that [redacted] has not used any of the vacation weeks that he purchased through his Vacation Program Agreement, we take great exception to this inaccurate portrayal of our servicesIn fact, the only contact that we have on record from [redacted] is a letter dated January 24, in which [redacted] claimed that he was experiencing a “financial hardship.” [redacted] made no mention of the myriad other issues that he brought up in his letter to your office, and up until we received these correspondences we had never had any complaints from him, leaving us to believe that he was nothing but satisfied with his Vacation Program Agreement.When we received [redacted] ’s initial letter we had a representative from our Customer Care team reach out to him via email in order to see if we could reach some sort of amicable resolution to this matterHe never responded to that email, so we are compelled to respond through this letter[redacted] claims that he tried to book reservations on multiple occasions without any success, but our records don’t show any discussions of this sort taking place between him and our reservations staffIf [redacted] was attempting to make reservations on our website that is not something that we have a record of, as our clients are not required to “sign in” to their account to search for availabilityIn any case, we would be more than happy to have someone on our staff personally assist [redacted] with making his future vacation reservations, although in his letter he appears to not be interested in pursuing such remedies.At this juncture, if [redacted] is not interested in continuing with his Vacation Program Agreement, we would be willing to relieve him of the amount that he is still contracted for ($10,plus applicable interest)In the interest of providing exemplary customer service we would also be willing to provide [redacted] with the use of ten (10) vacation weeks for the principal already paid on his Vacation Program Agreement, which is a lower price per vacation week than originally agreed uponIf [redacted] is not open to using any of his vacation weeks, we would also be willing to cancel his account in its entirety without refund.We will await [redacted] ’s response to these offers to bring this issue to an amicable resolutionIf [redacted] would like to expedite the process he could contact us by telephone at the number belowWe 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 ( [redacted] ***.Sincerely,Ed CSrManager, Customer Service

September 8, 2016Thank you for your letter dated August 31, 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 reference to [redacted] ’ assertion that she was not provided with a right to rescission, 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] ’ right to rescission was revoked, but that it never existed in the first place, in part because she entered into this Agreement in our permanent place of business, and not in her 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 the section of the Agreement referenced below, as well as the applicable section of the Consumer Disclosure Acknowledgment which shows [redacted] ’ initials in the “Yes” column. [redacted] also claims that she has “yet to use any of my 32 vacations...because either a location is not available or...there are a number of fees that add up,” clearly insinuating that our sales staff was “misleading.” We object to this claim, particularly in light of the fact that an examination of our records indicates that [redacted] never spoke to anyone about booking a vacation week, and therefore was never denied any services. Regarding [redacted] ’ claim that there were “a number of fees” that she was seemingly unaware of, we ask that you notice the sections of both the Vacation Program Agreement and the Consumer Disclosure Acknowledgment that she signed below, which clearly indicate that the fees were well covered and understood.In the event that [redacted] didn’t have a firm understanding of the fees associated with her Vacation Program Agreement, she was also provided with our Seasonality Guide, an easy-to-understand chart which clearly describes the fees associated with utilizing vacation weeks in different destinations at different times of demand throughout the year. We have provided a copy of the Seasonality Guide for your reference, and we ask that you notice that [redacted] signed the form to indicate that she understood its contents.Upon receiving your letter, we reviewed [redacted] ’ account and had a manager from our Customer Care division contact her in an effort to see if we could reach an amicable resolution to this matter. During that conversation, we decided that in the interest of customer service we would honor her desired settlement to this complaint and cancel the contract that is associated with her vacation program. We also agreed to issue [redacted] a refund that was agreed to be both fair and equitable. We emailed our standard Termination Agreement to [redacted] , and as soon as she returns the executed document to us her Vacation Program Agreement will be effectively cancelled and both parties will be released from any and all future obligations.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 [redacted] .Sincerely,Ed CSr. Manager, Customer Service

April 8, 2016Thank you for your letter dated March 29, regarding [redacted] I was sorry to learn that [redacted] was continuing her request to cancel her Vacation Program Agreement purchased on September 14, 2012.Upon receiving your letter our Customer Service team resumed attempts to contact [redacted] to see what could be done to remedy the situationAccording to our records we were able to contact [redacted] on April 7, and were able to discuss a resolution to this matter.Our representative offered to forgive [redacted] of the balance still owed on her Vacation Program Agreement, leaving her with a representative number of vacation weeks to use as outlined in her Agreement [redacted] informed our representative that she was not interested in this as a resolution, and requested that we simply cancel her Agreement and forgive her of the balance owed.Our records indicate that in the spirit of providing exemplary customer service we agreed to assist [redacted] with the cancellation of her Vacation Program Agreement, in spite of there being no right of rescission associated with her purchaseWe emailed our standard Termination Agreement to [redacted] , and she has returned the executed document to us, effectively releasing both parties from their contractual obligations.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 [redacted] .Sincerely,Ed C.SrManager, Customer Service