J & J Lawn and tree Serivce

Sundance Vacations, Inc
2** *** *** *** *** *** ** ***
November 9,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** *** *** *** *** ** ***
RE: *** *** ** ***
*** ***
Thank you your letter
dated November 4, regarding a complaint that was filed by *** ***After receiving your letter a manager from our customer service department was able to speak with *** *** regarding this complaint*** *** explained that as a result of registering her promotional certificate in an untimely manner, she chose to pay a non-refundable $extension fee*** *** further explained her misunderstanding that the deposit associated with the promotional certificate was $per person, instead of the correct amount of $per person that is documented on her promotional certificate*** *** confirmed that she is no longer interested in utilizing her promotional certificate and that the promotional company, *** *** *** ***, is refunding her $deposit*** *** 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 ***
Sincerely,
Customer Service
Sundance Vacations

February 1, 2018Thank you for your letter dated January 23, regarding *** ***I was sorry to hear that *** *** felt that the details of his 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.*** *** also claims that he was “not aware nor totally informed of the additional charges to be incurred” with the Vacation Program, and that these omitted costs amount to “misrepresentation.” We feel that this assertion is completely without merit, and not at all representative of the efforts that our sales staff put forth when explaining the Vacation Program to new clientsThere are only two types of fees that are associated with *** ***’s Agreement that can be added to the vacation weeks as they are being utilizedThe first of these fees is the Annual Service Charge, which is covered in two separate places in the Vacation Program Agreement, and I have copied both of these sections for your reference below

January 9, 2018Thank you for your letter dated February 1, regarding *** *** ***I was sorry to hear that *** *** felt that the details of his 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 his letter to your office *** *** claims that when he purchased his Vacation Program he was “told that they added properties each year,” and he continues to claim that we “do not add properties.” These assertions are demonstrably inaccurate as properties are, in fact, both added and removed from our available inventory on a regular basis, providing our clients with new options for travel in new vacation destinations, as well as in new properties within already existing destinationsAs part of our Sales process all new clients are provided with a DesTANations Report, which outlines the destinations that are currently available for use through the Vacation ProgramI have copied *** ***’s version of this report for your reference, and we ask that you notice that he initialed the form, indicating that he was aware of its contentsWe also ask that you visit the following page from our website, which takes you to a listing for the Wapato Point Resort in Manson, Washington(https://www.***.com/modules/booking/content/property.***) We bring this to your attention because the DesTANations Report that *** *** was provided with makes no mention of Washington state as a destination, clearly demonstrating that new properties become available for our clients to utilize for their vacation weeks.*** *** also makes a complaint regarding the value presented by the Vacation Program, referencing the fees associated with travelling during various times of the yearWe feel that the fees that *** *** refers to were well-covered when he purchased his Vacation ProgramI have copied *** ***’s Seasonality Guide, which clearly defines when all of the associated fees are applied to reservationsWe ask that you notice that *** *** signed this form, indicating that he understood its contentsTo ensure that all of the pertinent details of the Vacation Program are clearly understood we also provide our clients with a Consumer Disclosure Acknowledgment, which has them answer a series of easy-to-understand questions covering all of the most important details of the programWe have enclosed a copy of *** ***’s form, and we ask that you notice that he initialed in the affirmative when asked if he understood the additional costs associated with travelling during different seasons.Since receiving your letter, a manager from our Customer Care department has been in contact with *** *** in an effort to resolve this issueOur records indicate that after a conversation with *** *** on February 9, we were able to reach an amicable resolution to this matter, agreeing to cancel his Vacation Program Agreement and refund him more than 60% of the principal he had paid to dateOur records indicate that *** *** was pleased 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 CSrManager, Customer Care Sundance Vacation

Thank you for your letter dated December 14, regarding *** ***-***I was sorry to hear that Ms***-*** felt that her Vacation Program Agreement was not adequate to satisfy her vacation needs through this juncture, and I was similarly sorry to hear that she was
experiencing any sort of financial difficulties. In her letter to your office Ms***-*** 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 spoken to Ms***-*** about reservations on occasion, but had yet to complete the reservations process with her successfully, sometimes due to inadequate advance notice. On December 22, 2016, a representative from our Customer Service department contacted Ms***-*** 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 Ms***-***’s Vacation Program Agreement, we agreed to consider her account paid-in-full while providing her with a refund of $6,and leaving her with the full use of six vacation weeksOur records indicate that Ms***-*** was satisfied with this resolution. We trust this resolves Ms***-***’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*** SrManager, Customer Service Sundance Vacations

April 15, 2016Thank you for your letter dated April 6, regarding a complaint that was filed by *** ***I was sorry to read that *** *** felt that the all-inclusive upgrades available through his 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.Upon receiving the letter from your office we immediately began attempts to contact *** *** in an effort to ascertain what had occurred and reach an amicable resolution to this matterOur records indicate that a manager from our Customer Service team spoke with *** *** on April 14, and agreed, in the spirit of providing exemplary customer service, to issue him a refund of $2,on his vacation package to compensate for the fees he was encountering when booking a vacationOur records indicate that *** *** was pleased with this resolution, and we look forward to assisting him with many future vacations.We trust that 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

February 2, 2018Thank you for your letter dated January 25, regarding *** *** I was sorry to hear that *** *** 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 *** ***’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 *** *** 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 *** *** 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 *** *** was anything but satis?ed with her Vacation Program.*** *** 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 *** ***’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 *** ***, 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 *** ***’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 *** *** in an effort to resolve this issueOur records indicate that we have left voicemail messages for *** *** 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 *** ***’s concernsIf *** *** 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

Sundance Vacations, Inc
*** *** *** *** Wilkes Barre, PA ***
December 9,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
Birney Avenue
Moosic, PA
RE: *** ***, ID ***
*** ***:
Thank you for your letter
dated December 9, regarding a complaint that was filed by *** ***After receiving your letter I reviewed *** ***’s account and found that he spoke with a representative from our client resolution department on December 8, During the conversation *** *** explained that as a result of a recent unforeseen incident he would no longer be able to afford 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 and Release AgreementThat same day we sent *** *** his Confidential Termination and Release AgreementOnce the executed document is received in our office we will immediately 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

February 17, 2016Thank you for your letter dated January 30, regarding *** ***I was sorry to learn of *** ***’s difficulties in utilizing the vacations promised to him through the Vacation Program Agreement.After our first attempts at contacting the ***’s proved unsuccessful, and after your response to them spurred them to discuss the issue with us we were able to reach a resolution to their complaintOn February 16, a customer service representative contacted *** *** and informed him that in the interest of providing exceptional customer service we would agree to cancel his Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with itAs a result of us taking this action, all parties have been released from their contractual obligations, and Sundance Vacations has issued a refund in the amount of $3,to the ***s*** *** informed us that this resolution was fair, in light of the fact that they had used two of the vacation weeks they had purchased.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
Highland Park Boulevard
Wilkes
Barre, PA
August
12,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
*** ***
Birney Avenue
Moosic,
PA
RE:
*** ***, ID ***
*** ***:
Thank
you for your letter dated August 10, regarding a complaint that was filed
by *** ***After receiving your letter I reviewed *** ***’s
account and found that she spoke with a representative from our customer
service department on August 10, During the conversation *** ***
explained how purchasing the vacation package has resulted in a financial
hardship for herWe advised *** *** that although there has been no
breach of contract on the seller’s part, in the interest of customer service we
would cancel her account upon the receipt of an executed Confidential
Termination and Release AgreementThat same day we sent *** *** her Confidential
Termination and Release AgreementThe executed document was received in our
office that same day and we immediately finalized the cancellation of *** ***’
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

[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.
I have left a voice mail message 3/29/for a return call from Ed to accept the offered refund of $3,to sever our relationshipI have not received a return call back as of yet
Regards,
*** ***

February 17, 2016Thank you for your letter dated February 11, regarding *** ***I was sorry to learn about the ***’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 ***’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 ***s and we have yet to receive them backAs soon as we receive the executed documents back from the ***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 ***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

July 5, 2017Thank you for your letter dated June 26, regarding *** ***I was sorry to hear that *** *** felt that her Vacation Program Agreement was not satisfactorily fulfilling her 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 her letter to your office *** *** stated that she was experiencing frustrations with our reservations process and was looking for relief from her AgreementUpon receiving your letter, we immediately had a representative from our Customer Care team contact her in an effort to see how we could be of assistanceOur records indicate that during a phone call on June 26, a representative from our Customer Care team had the opportunity to speak with *** ***, and our records indicate that we were able to bring this matter to an amicable resolutionWe were able to review the reservations procedures outlined in the Vacation Program Agreement, and we agreed to revise *** ***’ Agreement to alleviate her concerns about some of the associated costsOur records indicate that *** *** was satisfied with the customer service we provided, and she has made reservations to utilize the Vacation Program to vacation in Florida in the near future.We trust this resolves *** ***’ 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

Thank you for your letter dated June 24, regarding Bryan ***I was sorry to hear that Mr. *** felt that the decision to purchase his Vacation Program Agreement was a poor one, particularly when he feels that he was the victim of a “scam.” We vehemently and completely take
exceptions to such assertions, and want to assure you that 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. Mr***’s complaint to your office contains no specific complaints about the Vacation Program that he purchased (his letter to your office was sent the day after he made his purchase), so it is not possible for us to discuss the Program itselfOur records indicate that Mr*** was successful in booking a reservation as part of our in-office sales process, so his claims that his Vacation Program was anything but legitimate seem to be less than validWith no actual experience to rely on, it seems likely that Mr. ***’s complaints were fueled by his awareness of the *** Sundance Vacations page on ***. 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 adviceWhile there is no record of Mr*** posting on that page, it is the most likely source of the “proof” that led him to believe that he “fell for the scam.” Regardless of these facts, when we received your letter we had a representative from our Customer Service team contact Mr*** in order to see if we could reach some sort of amicable resolution to this matterOur records indicate that after discussing this matter with Mr*** on June 27, 2016, we agreed to cancel his Vacation Program Agreement and provide him with a full refundOur 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 Sundance Vacations

Sundance Vacations, Inc
*** *** *** *** Wilkes Barre, PA
December 24,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** Birney Avenue
Moosic, PA
RE: *** ***, ID ***
*** ***:
Thank you for your letter
dated December 18, regarding a complaint that was filed by *** ***After receiving your letter a manager from our customer service department contacted *** *** to discuss her complaint*** *** explained that there was no issue with her vacation program from a product or service standpoint, but simply she was currently unable to travelIn the interest of customer service we offered to revise *** ***’s account to a paid-in-full status or to cancel her account without refund*** *** asked if she could take a week or two to consider her options, to which we happily agreedWe look forward to *** ***’s return call regarding her decision
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

Sundance Vacations, Inc
Highland Park Boulevard
Wilkes Barre, PA
January 29,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** *** Birney Avenue
Moosic, PA
RE: *** ***, ID ***
*** ***:
Thank you for your
letter dated January 27, 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 22, 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 had the opportunity to review the notes for *** ***’s accountWe found that although there had been no breach of contract on the seller’s part, in the interest of customer service on January 25, we agreed to cancel *** ***’s account upon the receipt of an executed Confidential Termination and Release AgreementThat same day we sent *** *** his Confidential Termination and Release AgreementThe executed document was received in our office on January 27, and we immediately finalized the cancellation of *** *** 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

September 8, 2016Thank you for your letter dated August 31, 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 reference to *** ***’ 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 disclosedThe fact of the matter is not that *** ***’ 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 telephoneThis is also information that is well covered in the Vacation Program Agreement entered into by *** ***, and I have included copies of the pertinent pages for your referencePlease note the section of the Agreement referenced below, as well as the applicable section of the Consumer Disclosure Acknowledgment which shows *** ***’ initials in the “Yes” column.*** *** also claims that she has “yet to use any of my 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 *** *** never spoke to anyone about booking a vacation week, and therefore was never denied any servicesRegarding *** ***’ 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 *** *** 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 yearWe have provided a copy of the Seasonality Guide for your reference, and we ask that you notice that *** *** signed the form to indicate that she understood its contents.Upon receiving your letter, we reviewed *** ***’ 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 matterDuring 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 programWe also agreed to issue *** *** a refund that was agreed to be both fair and equitableWe emailed our standard Termination Agreement to *** ***, 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 ***.Sincerely,Ed CSrManager, Customer Service

January 9, 2018Thank you for your letter dated February 1, regarding *** *** ***I was sorry to hear that *** *** felt that the details of his 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 his letter to your office *** *** claims that when he purchased his Vacation Program he was “told that they added properties each year,” and he continues to claim that we “do not add properties.” These assertions are demonstrably inaccurate as properties are, in fact, both added and removed from our available inventory on a regular basis, providing our clients with new options for travel in new vacation destinations, as well as in new properties within already existing destinationsAs part of our Sales process all new clients are provided with a DesTANations Report, which outlines the destinations that are currently available for use through the Vacation ProgramI have copied *** ***’s version of this report for your reference, and we ask that you notice that he initialed the form, indicating that he was aware of its contentsWe also ask that you visit the following page from our website, which takes you to a listing for the Wapato Point Resort in Manson, Washington(https://www.***.com/modules/booking/content/property.***) We bring this to your attention because the DesTANations Report that *** *** was provided with makes no mention of Washington state as a destination, clearly demonstrating that new properties become available for our clients to utilize for their vacation weeks.*** *** also makes a complaint regarding the value presented by the Vacation Program, referencing the fees associated with travelling during various times of the yearWe feel that the fees that *** *** refers to were well-covered when he purchased his Vacation ProgramI have copied *** ***’s Seasonality Guide, which clearly defines when all of the associated fees are applied to reservationsWe ask that you notice that *** *** signed this form, indicating that he understood its contentsTo ensure that all of the pertinent details of the Vacation Program are clearly understood we also provide our clients with a Consumer Disclosure Acknowledgment, which has them answer a series of easy-to-understand questions covering all of the most important details of the programWe have enclosed a copy of *** ***’s form, and we ask that you notice that he initialed in the affirmative when asked if he understood the additional costs associated with travelling during different seasons.Since receiving your letter, a manager from our Customer Care department has been in contact with *** *** in an effort to resolve this issueOur records indicate that after a conversation with *** *** on February 9, we were able to reach an amicable resolution to this matter, agreeing to cancel his Vacation Program Agreement and refund him more than 60% of the principal he had paid to dateOur records indicate that *** *** was pleased 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 CSrManager, Customer Care Sundance Vacation

[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 as Answered]
Complaint: ***
I am rejecting this response because:The contract in question was signed under extreme duress after the sales presentation had been completed, we stated our issues of affordability numerous timesThe other individuals in the presentation had already goneWe were all that remained and our resistance was notedWhen we proved to be a difficult close, a deluge of sales people presented themselves further lengthening our stay beyond our comfort as the exertion of high pressure tactics were employed after several hours of coercion
Regards,
*** ***

RE: *** ***, ID *** ***Thank you for your letter dated May 30, 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.Upon reviewing her complaint to your office, the primary concern that *** *** seems to have with her Vacation Program is that she feels that she was misinformed regarding her ability to cancelWe 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 *** ***’s 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 telephoneThis is also information that is well covered in the Vacation Program Agreement entered into by *** ***, which includes the following section:Additionally, we take exception to *** ***’s assertion that she is in any way “misled by the material.” Our records indicate that *** *** has never attempted to utilize any of the services promised to her under the Agreement, making it impossible for her to have experienced any sort of dissatisfactionUntil we received notice of *** ***’s complaint to your office we hadn’t had any contact whatsoever with her, so we had no reason to believe that she was anything but satisfied with herVacation Program, particularly in light of the fact that we assisted her with booking a vacation week in Hawaii while she was in our Sales office.After receiving your letter, a manager from our Customer Service department began to try to contact *** *** 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 (once on June 8th, twice on June 9th, 2017)As 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 her complaint and be an active participant in its resolution I would encourage her to contact our Customer Service department at her 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 C***SrManager, Customer Care Sundance Vacations, Inc

February 10, 2017Thank you for your letter dated January 23, 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 misled about the various fees that are associated with her Vacation Program AgreementWe feel that this claim 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 reference.There are two fees that are associated with *** ***’s Agreement that she is claiming dissatisfaction withThe first of these fees is the Annual Service Charge, which 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.*** *** also asserts that she was informed that the Annual Service Charge “would never go up,” but as can be seen from the excerpt of the Agreement referenced below all of the fees associated with the Vacation Program are subject to adjustment.In addition to the Annual Service Charge, *** *** takes issue with the upgrade fees associated with travelling during periods of higher demand, insinuating that she was unaware that these additional charges would apply to the vacations that she was interested in bookingAs can be seen below, in the Terms and Conditions of the Vacation Program Agreement there are multiple references to these feesI have also enclosed copies of the pertinent sections of the Agreement for your reference.These fees are also covered in the Consumer Disclosure Acknowledgment, and I have copied question number below, which shows *** *** initialing in the “Yes” column, indicating that she was aware of the upgrade fees associated with the Vacation Program.To ensure that these fees are clearly imparted to our clients they are also provided with a Seasonality Guide, which uses an easy-to-understand chart as a means of ensuring that all details are clearly coveredI have enclosed a copy of this form for your reference, and we ask that you notice that *** *** signed the form signifying that she understood its contentsThe portion of the form that details these fees is copied below, and we ask that you notice *** ***’s signature immediately below the portion that details the fees associated with travelling during various times of the year.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 (January 27th, January 31st, and February 2nd, 2017), 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 confident that if given the opportunity we could resolve *** ***’s concerns.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 Service