Macon Mine & Mill, Inc.

June 17, Attn: Revdex.com of Chicago and Northern Illinois, IncNWabash, Suite Chicago, IL Re: Ramona *** Booking # Revdex.com Case # *** Thank you for your interest in the above complaint. We appreciate you
forwarding a copy of Ms***’s complaint to our attention and your patience as we pursued this matter on her behalf Our records indicate that our Groups department has been in contact with Ms***’s travel agent Jon who made the reservations for the group on her behalf Please allow me to clarify that Ms***’s group is booked under the G PromotionBased on the correspondence we have received from Ms***’s travel agent we have confirmed that their group has received credit for complimentary rooms totaling $2,which will be processed to credit card ending in *** after travel has been completedAdditionally, a complimentary upgrade has been requested for one of the standard room categories to the next room category based upon availabilityWe regret we are unable to honor Ms***s request for an additional upgrade or additional complimentary rooms We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter Sincerely, *** *** Apple Vacations

Initial Business Response /* (1000, 5, 2015/06/25) */
June 25,
Attn: Sarah ***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint ID# XXXXXXXX / ***
Booking # XXXXXXXX
Dear Ms***
Thank you
for your interest in the above complaintWe appreciate you forwarding a copy of the complaint to our attention and your patience as we pursued this matter on his behalf
Our records indicate that Mrs*** booked her family's vacation via her travel agent for a night package commencing on June 1st, The package that she selected included roundtrip airfare between Philadelphia, Pennsylvania and Punta Cana Dominican Republic, foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and nights at the Iberostar Dominicana including all meals, drinks, and entertainment
We offer a wide spectrum of hotels and do our best to describe the facilities available and standards, which our clients may expect through the Apple rating systemThe Iberostar Dominicana is rated as a Golden Apple hotelThis rating, as described in our brochures, represents an excellent resort with superior first class accommodations and guest services
We would like to note that Iberostar Dominicana is one of our "Golden Apple" resortsThis award is granted to those extraordinary resorts and hotels that have earned exceptional ratings on our Vacation Satisfaction QuestionnairesAll "Golden Apple" resorts and hotels win the award for their exceptional service, value, and qualityWe do regret that Mrs*** was disappointed in the service, food and overall accommodationsWe can assure you that these are not comments that we normally receive regarding this propertyWe have forwarded her comments on to the Iberostar's Customer Service department for review and corrective action as neededWe can assure you that they value feedback
In reference to Mrs***'s comments regarding her phone calls to Apple Vacations, we have listened to the phone calls from the phone number provided in this complaint from Mrs*** to our reservations department and Customer Care department on June 16th, Mrs*** was asked to send an email into our Customer Care department to review and investigate her concernsApple Vacations makes every effort to review and investigate our clients concerns and we do request that all of the correspondence come in writing so that we properly address our clients concerns with the independent suppliers with whom we contract for services such as Iberostar DominicanaWe do regret that Mrs*** was disappointed in this procedureHowever, we have no record of Mrs*** requesting to speak with a manager
It is unfortunate that Mrs*** did not contact the resort representatives during her stay at the Iberostar Dominicana for assistancePlease understand that a representative has regularly scheduled desk hours at each hotelDuring Mrs***'s stay the representative was scheduled from 8:30am-12pm and 2: pm-5pmThese hours are posted on our notice board and are explained at the Welcome ReceptionA representative is not present at the desk throughout the day, but during scheduled hours onlyIt is possible that clients may not see their representative if they don't attend the reception or look for them at the desk during the specified hoursClients are also provided with the local office phone number for questions outside of the staffed desk hoursThese numbers are included in the client documentation as well as posted on the notice board
Please understand that the price of a vacation package is based on actual costs involved; i.eroundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etcAs all components of your vacation package were fully utilized, we are unable to offer any reimbursement as requested
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
Chris ***
Apple Vacations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When speaking with the customer care rep she basically said they have people whom rate the hotels and that person rated that hotel a golden apple, I responded with well I don't know when the last time you had it done because it was no longer a golden apple hotelShe asked why and I explained all the details in why it was not rated correctlyAt that point she said she would call the hotelI also told her about how the other apple rep spoke to me she said she would try to pull the recordingShe tried giving me certificates totaling like $350, I asked how that was justifiable to the situation? She then took my address and said she would be in contact with meI have not gonna a response since about a little over a week ago
Final Business Response /* (4000, 9, 2015/07/14) */
July 14,
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL XXXXX
Re: Complaint ID# XXXXXXXX / ***
Booking # XXXXXXXX
Thank you for your continued interest in the above complaintWe appreciate you forwarding a copy of Mrs***'s most recent correspondence to our attention and your patience as we pursued this matter on her behalf
Upon receipt of Mrs***'s previous correspondence we forwarded her comments on to the management of the Iberostar DominicanaWe are in receipt of a response from the hotels Customer Service Manager in which they have apologized for any disappointment or inconveniences that the *** family experienced during their stayAfter reviewing with the hotel, they verified that the clients did present some issues and they spoke to Melissa Foy, Rooms Division Manager, on several occasionsThe hotel maintains that any issues presented were promptly taken care of by hotel managementThe housekeeping issues were resolved immediatelyThe clients requested additional dinner reservations which were also granted
Additionally, we forwarded her comments on to our Customer Care Manager who has reached out to Mrs***As a gesture of goodwill, Apple offered a Vacation Certificate in the amount of $per adult and $for the child for the *** family to use towards a future Apple vacationWhile the certificates must be applied to a confirmed booking prior to their expiration actual travel may take after this dateThe certificates will be mailed to the address Mrs*** provided to our Customer Care Manager
While we do empathize with their concerns, please understand that Apple Vacations bases our hotel ratings on the results of Vacation Satisfaction Questionnaire's completed by our clients at the end of their vacationsBased on the results of Vacation Satisfaction Questionnaires, the Iberostar Dominicana does maintain positive feedback overall and is deserving of the 5Golden Apple rating receivedWe do appreciate Mrs*** for bringing their concerns to our attention and we will continue to monitor the property to ensure that the standards that are expected are being maintained
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
Chris ***
Apple Vacations
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I must state that several outright lies are stated above in the response by Melissa ***The 1st major problem is that we did NOT receive an extra dinner reservationWhat happened was the maid trashed the small piece of paper with our dinner reservation on it and when we went to the front desk about it we found out that the dinner was that nite and they changed it since we did not have enough time to get ready for itit was never an extra dinner! So please do not insult me like thatNow onto the other liesOur maid service was terrible and never "fixed" after complaint after complaint, we just learned to deal with it since we knew that it would not be fixed just like every other issue
I have since did some research and found out that apple rates its own hotels via its apple ratingI along with lots of others believe that the system is based on fraudSince this claim was not resolved to my likings I will now be filing a complaint with the attorney general of Pennsylvania for fraud based on apples rating of the hotel

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
Sincerely,
*** *** ***

This information was communicated to Ms* *** travel agent at the time of cancellationWe are unable to honor their request for additional reimbursement

Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title: ***
Contact Phone:***
Contact Email: ***
*** 15,
Attn:***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL XXXXX
Re: *** *** / Complaint Case # XXXXXXXX
Booking # XXXXXXXX
Dear Ms.***
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Ms ***'s complaint to our attention and your patience as we pursued this matter on her behalf
We regret that Mrand Mrs*** and their travelling companions were displeased with aspects of their stay at ***We can assure you that these types of comments are not reflective of those we usually receive regarding this hotelWhile we empathize with their disappointment, in fact, based on the results of our Vacation Satisfaction Questionnaires for the same travel period, the majority of our clients find that this hotel property has merited the Apple rating which it has receivedUpon receipt of the hotel comments in Ms ***'s letter, we forwarded it to the management of the hotelWe are confident that the hotel management appreciates client feedback so that they can take corrective action where neededLike all service industries they are constantly working to improve the services provided to guests
Our records do not indicate that Ms *** or her travelling companions contacted or Apple Representatives to discuss their concerns while at the resortWe did receive a response from the *** who advised us that they do maintain proper pool cleaning standards and they do employ an outside inspection agency to monitor their standards
As a gesture of good will, Apple Vacations has offered our mutual clients Vacation Certificates in the amount of $ per person for used on a future Apple VacationThese certificates have been sent to Ms *** under a seperate cover
We are unable to honor Mrs***'s request for additional compensationPlease understand that the price of a vacation package is based on actual costs involved; i.eroundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etcAs all remaining components of their vacation package were fully utilized, we are unable to offer any additional reimbursement as requested
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
***
Apple Vacations

Complaint: ***
I am rejecting this response because:Listen to the full hours of phone recordings over several weeks (no exaggeration - I can provide the details)They absolutely refused to honor their policy until the very end when we not only filed with you, but contacted an attorney and filed a dispute with the credit card (which they did NOT refund in the timely manner they said they would).Once the trip package we wanted WAS NO LONGER AVAILABLE, they agreed to upgrade for $45/personIt is easy to make a commitment like thatWe had no option but to cancel or spend thousands extra (as opposed to what was once a modest price difference)Their claim that we rejected the $45/person change is disingenuousThe travel package deal we wanted was simply not available anymoreYou also really do need to listen to the recordings where they repeatedly lied with their every-changing policy (at one point, no changes were permitted at any price whatsoever, and no cancellations at any costWe would have to buy a second trip and just not take the first.) We never got the calls back they promised (still waiting to hear from legal, for example.) Seriously, don't let them out with this claim that they would do the $45/person change when it is too late to be an optionListen to the recordingsEven with a full refund we would be losing money (trips are far more expensive weeks later), and had to endure hours on the phone with them, several hours doing this and going to the bank, etc
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/24) */
August 24,
Attn: Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL XXXXX
Re: Complaint ID#:***
Apple Vacations Booking # XXXXXXXX
Thank you for your
interest in the above complaintWe appreciate you forwarding a copy of the complaint to our attention and your patience as we pursued this matter on Mr***' behalf
While we empathize with Mr***' concerns, please understand that he made his booking subject to the terms and conditions of the Apple Vacations Fair Trade Contract www.applevacations.com/ftc which clearly states, in its pertinent parts:
"For land only and scheduled air packages the cancellation penalty is a $Apple Fee plus applicable hotel and airline penalties." Apple Vacations is willing to forego the $Apple Vacations FeeHowever, we have reached out to*** Airlines on several occasions on Mr***' behalf, which was initially unwilling to forego the penalties and we have no control over the actions of the airlinesOn August 21st, we finally received authorization from the airline to waive their change fees and Mr*** reservation was refunded in full to his credit card on file
Please note that Mr*** declined to purchase travel insurance for this trip, which would have covered the airline's fees
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
*** ***
Apple Vacations

We were sorry to learn of any confusion regarding the change or cancellation fees involved in their reservationPlease note that this information is included in the client travel documents and on the Fair Trade Contract section of our website (www.applevacations.com) In light of issue, our
reservations management reviewed the call and did offer to allow them to change their package with a $per person change fee + any price difference for Charter Package due to our verified mis-quotePassengers do not have *** , if they decided to cancel we will make the exception to allow $250pp cancel fee for the Charter package instead of the 100% lossThe clients decided to cancel their vacation packageA refund in the amount of $total will be processed to their credit card on file within 3-business days

May 4, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** ***
*** ** *** Re: *** * *** *** * *** *** ***
Thank you for your interest in the above complaint. We appreciate you forwarding a copy of Mr***
complaint to our attention and your patience as we pursued this matter on his behalfWe are sorry for the pricing increase that affected this vacation package priceWhile we truly regret that this occurred, per our Fair Trade Contract, we do reserve the right to re-invoice in case of an increase of priceCertainly, our intention is to provide the vacation, which our clients have selected at the price at the time of bookingHowever, in this situation the cost o the scheduled airline tickets increased resulting in a price increaseper the Fair Trade Contract, we will offer the option of cancellation without charge provided that the client notifies us within seven days of the receipt of notice of the increaseWe did provide these clients with the option to cancel with a full refund or to travel and pay the difference in priceMr*** chose to cancel their trip and a full refund was arrangedWe appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matterSincerely, *** *** Apple Vacations

Initial Business Response /* (1000, 5, 2015/08/27) */
August 27,
Attn:
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: ***
Thank you for your interest
in the above complaintWe appreciate you forwarding a copy of Mr*** complaint to our attention and your patience as we pursued this matter on his behalf
We are very sorry that Mr*** was unhappy with the beach and ocean at the *** *** Please note that the water is extremely calm and often warm at this location, which can cause seaweed to grow along the shore areasThe hotel does have a cleaning program to clear the beach of seaweed and debrisIt is very difficult if not impossible for the resort to completely eliminate or control this act of nature
Our records indicate that Mr *** was in contact with the resort representatives during his tripWe recognize that clients may find after arrival that a different hotel better suits their needsUpon request, the resort representative offered to assist Mr*** with a hotel changeThe only stipulation was that he would be responsible for any additional costs if a higher priced hotel was chosenMr*** declined this option and remained at the *** As they have received the accommodations for which they paid, we trust you will understand that we are unable to honor their request for a refund
Please understand that the price of a vacation package is based on actual costs involved; i.eroundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etcAs all components of Mr*** vacation package were fully utilized, we are unable to offer any reimbursement as requested
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
***
Apple Vacations

We regret that Ms*** remains disappointed in her vacationHowever, the hotel is rated 6Golden Apples according the results of our customer satisfaction resultsThe clients did utilize their vacation in full and we are unable to honor their request for reimbursement

Complaint: ***
I am rejecting this response because: At the time of reservations the company told us that this was a special charter flight and then they changed this to a "discount airline" without any notice or chance for refundThe charter airline was for apple vacation only and that was supposed to provide proper seating arrangements and baggageThe change to a discount airline after the reservation was completed is the decision to cheat the customer by promising one thing and later switching to something much inferiorThis bait and switch.
Sincerely,
*** ***

October 29, 2016 Attn: Revdex.com of Chicago and Northern Illinois, IncNWabash, Suite Chicago, IL Re: *** *** Complaint ID *** / Apple Vacations Booking # *** Dear : Thank you for your interest in the above
complaint. We appreciate you forwarding a copy of Ms*** complaint to our attention and your patience as we pursued this matter on her behalf We were sorry to learn of Ms*** disappointment regarding to the baggage charges for her recent vacationPlease allow me to highlight that their vacation package included roundtrip airfare on *** Airlines which is does offer a limited number of seats as our Exclusive Vacation flight and the remainder are scheduled airline seats. Regrettably, Ms*** reservation was not available at the exclusive vacation flight package which would have included baggage fees with the purchase of *** Please note that we do include a link to the airlines baggage policies in the documents that were emailed to Ms* *** at the time of booking We were sorry to learn of Ms*** incident involving the airport representative in Cancun.The majority of our clients returning from Cancun find the service to be acceptable. However, we do value Ms* ***'s comments and have passed your concerns on to the appropriate personnel for review and corrective action as needed As a gesture of goodwill we have arranged for a refund of the return baggage fees, $total to Ms*** credit card on fileThe refund will be processed within 3-business days We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter Sincerely, *** *** Apple vacations

Thank you for contacting us regarding the above complaintOur records indicate that our reservations department has been in contact with Mr*** and found a comparable package for him at the same priceMr *** paid in full for his new package on December 8th, We apologize for any
disappointment he expereinced with the booking process and hope that he enjoys his upcoming vacation

Thank you for contacting us regarding Mr*** concernsOur records indicate that Mr*** and his traveling companions were scheduled to travel June 16th, from StLouis, Missouri to Cabo San Lucas, MexicoThey contacted our office on June 16th because they missed their flight due to
late arrival at the ticket counterPlease note that check in times are noted on the travel documents and on time check in is the client’s responsibility: Chebegins three hours prior to departure at the airline ticket counterUnder no circumstances should you chelater than one hour prior to departureLate cheWILL result in being denied boardingUnfortunately, we did not have an alternate flight to Cabo San Lucas so the clients needed to purchase a one-way ticket at their own expense to arrive on June 17thWe are unable to offer their request for refund

April 21, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** ***
*** ** *** Re: Complaint Case *** * *** *** Apple Booking # *** Thank you for your interest in the above complaint. We appreciate you forwarding a copy
of Mr*** complaint to our attention and your patience as we pursued this matter on his behalfOur records indicate that Mr*** has been in touch with our promotional department in regards to his complimentary certificateIn cooperation with the hotel they have secured nights’ all-inclusive hotel accommodations at the *** *** *** roundtrip airfare between Indianapolis, Indiana and *** *** Mexico via *** ***, roundtrip transfers between the airport and hotelThey did opt to purchase the *** Promotional Travel Coverage for an additional $per person which was charged to his credit cardWe regret that the *** *** *** **r was unable to honor their initial travel date requestsPlease note that the offer on his certificate states that it is subject to availabilityWe hope that Mr*** enjoys his upcoming vacationWe appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matterSincerely,*** ***Apple Vacations

Complaint: ***
I am rejecting this response because: Again, a direct flight was paid for as part of the vacation package I feel we should at least be compensated partially for the return portion of the trip I have contacted Apple customer relations to help try and resolve this issue but no one has responded to my calls I do not expect a full refund, but at least some form of partial compensation for the return trip may be acceptable!
Sincerely,
*** ***

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
Instead of Apple Vacations I would like to change the business name to *** *** vacation and continue with my complainIf I need to fill out a new request please let me know
Sincerely,
*** ***

Thank you for contacting us regarding Ms*** complaintUpon receipt of her correspondence we contacted the weddings department that made her reservation and we confirmed that her portion of the package was cancelled with the *** total vacation securityPlease note that the cost of the
*** vacation security of $per person is nonrefundable but the balance of $total is being refunded to her credit card on fileWe apologize for the delay in this refundWe have been informed that the refund will be processed today and should appear on her account within 3-business days

I do not feel that the company will respond in a timely manner and that they will satisfy my needs or requestThank you