Macon Mine & Mill, Inc.

Complaint: [redacted]
I am rejecting this response because:
It is a nation wide travel warning. I have tree kids and will not put my life in jeopardy. For them to tell me the family of the young girl who died is "just looking for someone to blame" shows me that they are a heartless company who does not stand by there Moro of "having the customers best interest" in mind. Regardless of their decision I will make sure I never use them again and let everyone know what type of company they are
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

November 30, 2016 Attn: Revdex.com of Chicago and Northern Illinois, Inc. [redacted] Chicago, IL  60611   Re: Revdex.com Case # [redacted]     Thank you for your interest in the above complaint.  We appreciate you forwarding a...

copy of Ms. [redacted]’s  complaint to our attention and your patience as we pursued this matter on her behalf.   We were sorry to learn of her disappointment regarding her May 2016  Square Deal vacation to the Riviera Maya. We regret that it did not completely live up to her expectations.   Please understand that Square Deals are discounted air and hotel packages, which Apple offers from time to time in order to utilize last minute air and hotel availability. The client chooses the departure date, destination and hotel Apple rating. Apple will inform clients or their travel agent of their hotel just prior to departure. Because of the nature of Square Deals, no special requests may be made including a preferred hotel, location bedding or room type. As indicated in Ms. [redacted] correspondence, they were assigned to the Luxury [redacted] Sian Kaan.   We have noted that Ms. [redacted] was displeased with various aspects of her stay at the adults only Luxury [redacted] Sian Kaan. We can assure you that these types of comments are not reflective of those we usually receive regarding this hotel. While 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 6 Golden Apple Adults Only  rating which it has received. Upon receipt of the hotel comments in Ms. [redacted] letter, we forwarded it to the management of the hotel. We are confident that the hotel management appreciates client feedback so that they can take corrective action where needed. Like all service industries they are constantly working to improve the services provided to guests.   Please understand that the price of a vacation package is based on actual costs involved; i.e. all inclusuive  hotel accommodations, hotel taxes and gratuities, roundtrip transfers etc. As all components of your Ms. [redacted] package were fully utilized, we are unable to offer any reimbursement as requested.    We appreciate your interest in this dispute.  Please do not hesitate to contact us if you have any questions in this matter.   Sincerely, [redacted] Apple Vacations

We are sorry to learn of Ms[redacted] disappointment with her...

vacation.  Our Customer Care department is working to investigate Ms[redacted] concerns and will be responding directly to her. Please allow me to highlight that we neither own nor operate the independent suppliers with whom we contract for services. We do not accept and expressly disclaim liability for their actions or omissions. We appreciate Ms[redacted] pateicne as we attempt to  work on her behalf to attempt to resolve her concerns and will respond directly to her once our investigation is complete.

Our Customer Care Department is investingating Ms. [redacted] concerns and will be contacting her directly.

No further reimbursement will be offered. Their reservation as cancelled in accordance to the [redacted] total vacation security plan that they purchased and our Fair Trade Contract

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have been a long term customer using Apple Vacations for all my travel needs.  I do not feel like the feeling is mutual and do not save enough to continue using Apple Vacations if this is how they resolve issues.  This hotel is not a 6 apple hotel based on various hotels that I have booked through Apple Vacations.  Whether they have reviews to say otherwise is not my problem.  I have traveled and used Apple rankings for all of my trips and until now have agreed with them. This was not a 6 gold apple and its my opinion that counts.  They didn't have the correct room for my husband and I upon check in so we slept in single beds. Most of the bars were closed.  The tram was always late to get to the beach or any of the specialty restaurants. There was minimal entertainment.  I understand how the square deals work and have used them in the past.  However I booked a 6 gold apple square deal and at the most received a 5 red apple deal.  My request for compensation was minimal considering I was only requesting the difference between a 6 apple and a 5 apple which is at best what this hotel should be ranked as.  After finding out which hotel I received my savings for booking a square deal was very minimal, if any and not worth the unknown considering I did not get a 6 gold apple resort. I put my trust in this company for a very important vacation and I am extremely disappointed.  Had it been only my husband and I then I probably could've let it go however this affected several people all of which travel to Mexico frequently and you have now lost us all as customers.  
Sincerely,
[redacted]

Our records indicate that our mutual client has been in contact with our Customer Care department. Please find attached our correspondence which was sent directly to her. July 11, 2017 Ms. [redacted]...

[redacted]
[redacted] Dear Ms. [redacted] Apple Vacations thanks you for contacting us with regards to the above noted bookings and the flight delay you each experienced outbound on [redacted] Airways on June 25, 2017. Apple Vacations deeply regrets that any of our clients were delayed outbound as no one wishes to begin their vacation this way.   Unfortunately flight delays are an inescapable part of air travel today, in spite of the air carriers’ best efforts to avoid them. The air carriers do understand that keeping a schedule is extremely important to our clients although safety must always come first.   In reviewing this delay Apple Vacations has found that it was carrier dictated due to issues with the navigational equipment.  Apple Vacations has been advised by the air carrier, that all passengers arrived in time to make use of their first night at the resort they had chosen.  As all clients price points are based on the number of nights they are the resort, not the number of days, no refunds are being offered for 1 day of vacation time. Apple Vacations does wish to advise that as a gesture of goodwill, all passengers on this delayed flight will be receiving $100.00 per person vacation certificates valid towards a future vacation with Apple Vacations and have been mailed to your home address as of this writing.   These certificate are valid for 1 year from the expiration date and must be redeemed by that time, although you are free to travel any time after that.  As all clients were equally inconvenienced due to this delay – all will receive the same compensation.  No further or additional compensation is being offered or considered.  Apple Vacations does hope your time in Punta Cana was pleasant. Respectfully [redacted]Customer Care SpecialistApple Vacations[redacted]
[redacted]

May 4, 2016 Attn: Revdex.com of Chicago and Northern Illinois, Inc. [redacted] Chicago, IL  60611 Re: Complaint Case : [redacted] Thank you for your interest in the above complaint.  We appreciate you forwarding a copy of Ms. [redacted] complaint to our attention and your patience as we pursued this matter on her behalf. The resort staff tries to offer a variety of quality excursions at reasonable rates.  Unfortunately, while we monitor these excursions for quality and value, we cannot control the content of the product provided by independent suppliers.  We do recognize that everyone has differing viewpoints and expectations regarding excursions.  We do value Ms. [redacted] concerns and have forwarded a copy of your correspondence to the Jamaica Resort Representative Management office for reassessment and consideration. We are in receipt of a response from the Representative Manager in which they have indicated that they shared Ms. [redacted] concerns with the supplier for the Ultimate Thrill Excursion. In cooperation with the supplier we have arranged for a refund in the amount of $148.00 total to Ms. [redacted] credit card on file. This refund will be processed within the next 3-5 business days. We appreciate your interest in this dispute.  Please do not hesitate to contact us if you have any questions in this matter.

Apple Vacations neither owns nor operates the independent travel agents that our clients chose to do business with. The clients will need to contact their travel agent directly to resolve their concerns. Please note that [redacted] vouchers are only valid for 1 year from the date they are issued. Our...

records indicate that [redacted] Vouchers were issued  issued on  july 28  2014 for their cancellation in the amount of 990.59 per person. The agency applied them towards a booking for travel in 2015  but the clients cancelled that reservation as well,. the [redacted] vouchers do not have any value.

We are sorry to learn of Ms. [redacted] disappointment with an excursion she booked during her recent vacation to Jamaica. Unfortunately, we are unable to locate her Apple Vacation booking number  with the information she provided. If  she booked her  vacation to Jamaica  with...

Apple Vacations, she can email [redacted] with her booking number and one of our representatives will be happy to research her concerns on her behalf.

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
Attn: Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case [redacted]
Thank you for your interest in...

the above complaint. We appreciate you forwarding a copy of Ms. [redacted] complaint to our attention and your patience as we pursued this matter on her behalf.
We appreciate Ms. [redacted] making us aware of her overall dissatisfaction with various aspects of her stay at the [redacted]. Please let us assure you that all complaints are taken seriously concerning our client's stay at any hotel booked through Apple Vacations. As Apple Vacation is a travel wholesale company, we contract with independent suppliers such as the [redacted]; however, we do not own or operate these suppliers and do not accept responsibility for their actions or omissions. As mentioned in our Fair Trade Contract, should our clients have a complaint pertaining to their vacation, we will provide as much reasonable help as possible to resolve their concerns.
Ms [redacted] and her traveling companions were booked and confirmed for an 8 night vacation package commencing on June 2nd, 2015. This package included roundtrip airfare between Chicago O'Hare and Cancun Mexico, foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and 8 nights at the all-inclusive [redacted] in a Privilege Superior Room including all meals, drinks, and entertainment.
We have noted Ms. [redacted] comments that she was expecting an ocean view room and two beds. Please allow me to highlight that the [redacted] Privilege Superior Room does not specify a view and is described as offering a King bed or two twin beds. We are sorry that the hotel was unable to honor their request for two beds on their arrival. At the time of booking, we enter special requests into our computer, with the stipulation that this is not a guarantee, but a request only. Room assignment is made upon arrival, at the discretion of the hotel personnel; we do not have control over such assignments. We were pleased to learn that the hotel was able to assist them with a room change to a room with two beds.
On June 3rd, 2015 Ms. [redacted] Travel Agent contacted our Departure Day and Destination Services department requesting assistance for them. We contacted the local resort representatives and hotel management requesting assistance with a room change. The hotel advised that upon arrival the clients received a Superior room [redacted] on the ground floor with king bed and rollaway. The hotel maintains that the location was near the ocean, pool and restaurants. The hotel advised that they did offer an alternate room with two beds on a higher floor but the clients declined due to the proximity to the ocean and pool. Additionally, the rep's checked into a possible upgrade as the clients asked about an ocean front room that was bigger, The hotel offered an upgraded room or change to their sister property but it was an additional cost and the clients declined to pay anything additional. Regarding the wheel chair, the hotel advised that they do not have one that clients can keep throughout their stay but they could arrange a rental through a private company at the clients' expense.
Please understand that the price of a vacation package is based on actual costs involved; i.e. roundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etc. As all components of their vacation package were fully utilized, we are unable to offer any reimbursement as requested.
We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we did ask for ocean view room and 2 beds we were told our room was given away and we had to wait for a room to be found . Yes they did find us a room 1 king bed and a roll away cot NOW tell me truthfully would you accept a cot to sleep on , when you paid 1300 dollars for this trip, sorry but I truly believe no one would accept this arrangement, and our view was of a block wall , what was this resort thinking about ,to us they made a aweful mistake and are not admitting to this inconvience . They know this was not to our satisfaction and they just sweep us aside , trying to keep us quiet so other vacationers did not hear our complaints .also for the subject of room change we were the first flight that morning to this resort and they said our room WAS GIVEN AWAY ...WHY WOULD THEY GIVE OUR ROOM AWAY WHEN THEY KNEW WE WERE COMING Communication was missed somewhere down the road and as my own personnel feelings about this wheel chair mess where is it written that they have only one chair BUT we could rent one ???????? And another this so called Travel Agent Fox Travel [redacted] told us oh this will be a wonderful vacation, this was aweful and what is this , FIRST COME FIRST SERVE, ON A TRIP PEOPLE WAIT FOR A LIFE-TIME FOR , No I and [redacted] and[redacted] will Not accept this decision from this resort or Apple it self, we feel we need to be re-emberessed, A COT TO SLEEP ON FOR 3 NIGHTS AND 1/2 the next day was uncalled for , this is not acceptable for adult sleeping. , this is unfair and we feel we were mislead on this trip.What about Mr. [redacted], he never had a chance to see the whole resort I really do not feel we are asking for anything that we do not deserve, how many times do we have to say this was a messed up vacation and the resort the travel agent and Apple are all to blame , sorry but true, they are selling and taking money from the public and stand behind nothing, maybe this subject should be bought visible to the public so that they are not the next victims in travel arrangements from these companies
Thank You,
[redacted] and [redacted]

Final Consumer Response /* (4200, 11, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as the apple agency explains , upon having Fox Travel setting this up for us , then apple taking over which one then should be responsible I can not understand this whole mess the Fox travel worked with me ([redacted] ) and as stated by me we had 3 people not 2 Not one 3 then why would she give us this package , with One King Bed or 2, with these beds. twins,there are 3 people, maybe THIS Problem is more so Fox Travel, when a person sets up a vacation for 3 people then WHY offer us this certain pkg . And most people trust their travel agent to give them the best price, and accomadations. NEVER NEVER being told our rooms would not be reserved??? That to me is false advertisement and both the Fox Travel and Apple should be held for this problem, I feel we were falsely advised and I feel this not being responsible for anything once they have the money is also wrong. What did we get charged over 100.00 dollars for insurance for , not being satisfied and very unhappy should be included. I have sent a request for ALL papers from this trip June 2-10 to Fox Travel, Upon receiving these papers and having an advisery look them over , I will then contact the Revdex.com with their thoughts .
never did hear the response from the resort about the 3rd floor room and the elevator not working, when we asked numerous times do they have an elevator for the disabled, we had to refuse this room because of this .
Thank You
[redacted]


Final Business Response /* (4000, 14, 2015/09/02) */
September 2, 2015
Attn: Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case [redacted]
Thank you for your continued interest in the above complaint. We appreciate you forwarding a copy of Ms. [redacted] most recent complaint to our attention and your patience as we pursued this matter on her behalf.

As mentioned in our previous correspondence, Apple Vacation is a travel wholesale company, we contract with independent suppliers such as the [redacted], however, we do not own or operate these suppliers and do not accept responsibility for their actions or omissions. As mentioned in our Fair Trade Contract, should our clients have a complaint pertaining to their vacation, we will provide as much reasonable help as possible to resolve their concerns. Apple Vacations does not own or operate the independent suppliers with whom we contract for services. We do not accept and expressly disclaim any liability.
Upon being notified of Ms. [redacted] disappointment with aspects of her stay at the hotel, we did contact the hotel management on their behalf both during their stay and after. Unfortunately, the hotel has not authorized compensation in this matter. While we empathize with her continued disappointment, we are unable to honor their request for reimbursement.
We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations

April 6, 2016     Attn: Revdex.com of Chicago and Northern Illinois, Inc. 330 N. Wabash, Suite 2006 Chicago, IL  60611   Re: Complaint Case # [redacted] Apple Vacations # [redacted]     Thank you for your continued interest in the above complaint.  We appreciate you forwarding a copy of Mr. [redacted] complaint to our attention and your patience as we pursued this matter on his behalf.   We appreciate Mr. [redacted] making us aware of   his concerns regarding the local representative service.  We can assure you,, that these are not comments we frequently receive regarding this service.  We do appreciate your concerns and have forwarded your comments on to the Resort Representative Manager for review and corrective action as needed.    In regards to Mr. [redacted] comments regarding the transfers, please note that we have contacted the transfer representatives, according to their records their desk at the Punta Cana was fully staffed and 24 other clients arriving on the same flight were all met and provided with transfers. [redacted] were listed as no shows. As the clients did not contact the representatives at the airport, they did receive their invite to the reps briefing, however the Leisure rep at the hotel, [redacted] confirms that he also adds an invite for all of his clients to the hotel information that is given to his clients when they check in to the hotel. Additionally, the representative is at the hotel during their scheduled desk hours and there is always an [redacted] binder at the Reps desk. The binder contains details such as telephone numbers for local representative office, emergency phone number, the representatives’ scheduled desk hours, tails of pick up times for departure flights, and other details about the Dominican Republic.   We regret that we are unable to honor Mr. [redacted]’ request for reimbursement. We hope that he will understand our position and accept the previously issued vacation certificates in the spirit in which they intended.   Sincerely, [redacted] Apple Vacations

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.
Sincerely,
[redacted]

Apple Vacations neither owns nor operates [redacted] Sun Vacations. Please contact [redacted] Sun Vacations directly to resolve this dispute.Tell us why here...

Complaint: [redacted]
I am rejecting this response because:There was a refund given for (3) of the (6) people that participated in this excursion. While I do appreciate and am partially content with knowing half of the money was given back, the other half was not. The other excursion participants names and CC information I am able to give if Apple Vacations does not have them on file. They should be attached to the [redacted] Reservation. We had 3 rooms. Please advise if I need to provide this information.
Sincerely,
[redacted]

October 19, 2016Attn: Revdex.com of Chicago and Northern Illinois, Inc. [redacted] Chicago, IL  60611   Re: Revdex.com Complaint [redacted] / Booking [redacted] / Chase   Thank you for your interest in the above complaint.  We appreciate you forwarding a copy of...

Ms. [redacted] complaint to our attention and your patience as we pursued this matter on her behalf. We hope that they enjoy their upcoming vacation to Cancun.   Please note that we do offer and recommend the AVOK Best Price Guarantee, if we subsequently offer the same exact vacation that your clients booked for a lower price, the client can claim the savings prior to their travel date.  Please note that promo codes do have restrictions for the 72hour1016 promotion it must be booked October 18-20, 2016 and must be utilized at the time of booking. Ms. [redacted] reservation was booked on September 11, 2016 for travel December 29th, 2016 thru January 4th, 2017.   As a gesture of goodwill and a onetime exception, we have applied a refund in the amount of $420 total to their credit card on file. Please note that this refund will be processed within 3-5 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, [redacted] Apple Vacations

Our records indicate that your travel agent contacted our office on April 21th to cancel your portion of the reservation. Your cancellation incurred a non-refundable cancellation fee in the amount of $245.00 and your traveling companions price increased to $1033.43. Your travel agent was informed...

that the price increase would be taken from the refund unless she made additional payment. Unfortunately, we did not receive additional payment so the refund minus the price increase for your traveling companion was processed in the amount of $311.53 to your credit card on file. We are unable to honor your request for any additional refund.

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.
If you could please verify the last 4 digits of the CC you have on file, it would be greatly appreciated. Thank you very much for your response and resolution.
Sincerely,
[redacted]