National Auto Body

Dear Ms***I am very sorry to hear about your situation and appreciate your patience as we do our best to resolve this matterWe sincerely apologize for any confusion regarding your cancellation and refundChristine P*** Director of Customer Service, will be in touch with you soon to find
a resolution.Thank you for your businessWe look forward to speaking with you soon.Sincerely,Kimberly A***SrDirector, Customer Communication Vacations To Go

I expected a full refund or credit toward a future cruiseThe 15% discount toward future cruises does not help me.I had hoped the company would fulfill their obligations.** ***

We appreciate Mr***’s patience with this situation
and would like to sincerely apologize for any problems he has experienced with
his reservation
To summarize the situation, Mr*** contacted us
requesting to cancel his parents’ reservation and to also change the travel
dates of his reservationBoth bookings were in penalty at the time of his
request, as stated on his confirmation, and according to the cruise line’s
cancellation and refund policy, both bookings were subject to a $
cancellation penalty
Unfortunately, the manager who spoke with Mr*** made
a mistake and misquoted the cancellation fee, informing him the amount was $per cabin
instead of the $fee that *** *** assesses for such a change
We sincerely apologized to Mr*** for the mishap and after
several conversations, we agreed to settle this matter by applying $to
his future cruise
Per Mr***’s request, Vacations To Go paid $to
*** *** on August 1, This amount includes a $credit card
payment on the final balance of his reservation and also a $onboard credit,
which *** *** will make available to Mr*** during his cruise
Attached is a confirmation from the cruise line showing Mr
***’s reservation is paid in full and the second attachment confirms our
purchase of his onboard credit
If there are any further questions or concerns, please feel
free to contact me or Christine *** directly
We hope Mrand Mrs*** have a wonderful time on their
cruise!
Sincerely,
Kimberly ***
SrDirector, Customer Communication
Vacations To Go
1-800-338-*** ***
***
www

Vacations To Go does update our website with a "Sold Out" notice when we are made aware a cuise is sold out.  Unfortunately, our site, like all travel agencies, is not tied to the live inventory of the cruise lines.  We are not always aware of when a cruise sells out.  We did...

find a cruise tour on the ship that Ms. [redacted] requested and sent her a quote for that cruise.  We are waiting to hear back from her.[redacted], Vacations To Go,  800-338-4962

I am sorry that Ms. [redacted]'s credit card was charged twice.  Vacations To Go is working with [redacted] to prevent double charges in the future.  I also apologize that our agent did not get management involved to resolve this problem in a quicker manner.  We spoke with Ms. [redacted] and...

advised her that she will get a full refund.  Sorrell Warren, Vacations To Go, 800-338-4962

[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 would be satisfactory to me.  
As soon as the $150 check is received.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  This is obviously is a misleading add. Vacations to go said they had [redacted] proof and approve the add. When we called vacations to go to book it they said it must be a printing error. It is obviously a.come-on add to book other cruises. We feel [redacted] in addition to Vacations To Go should jointly be responsible. They together are responsible for a fraudulent add. They need to allow us to purchase the cruise at the advertised price. Thank you[redacted] and [redacted]

Dear [redacted]    It was nice speaking with you today, thank you for returning my calls. I was sorry to learn of the medical difficulties that prevented you and your wife from traveling on the cruise, but am happy to hear she is feeling better.  As discussed, we requested that the...

cruise line offer you a future cruise credit and provided them with the documentation that you supplied Vacations To Go with, however [redacted] denied the request. I also confirmed that you were emailed a copy of the full insurance policy on January 30 to your email address directly.  That document outlined the detailed terms of the policy and you were given ten days to cancel the policy and receive a full refund.  The cruise was also refundable up until your final payment date, which was approximately February 26th.     Vacations to Go values your business and as a gesture of goodwill, we would like to offer you a future cruise discount of 15% on the commissionable fare of any cruise booked thru Vacations To Go in the next 18 months, limited to one cabin.  This can be used on any cruise line or vacation product we offer, it is not limited to [redacted].  I will put this certificate in the mail to you today.  On behalf of your agent, [redacted] and Vacations To Go, we sincerely appreciate your business, and hope you will reconsider and give us another try in the future. Sincerely,Kari B[redacted]

Dear Ms. [redacted], We are very sorry for any confusion over pricing, and truly regret that we were unable to combine the two promotions into one offer for you that included both the lower rate and the onboard credit. [redacted] has restrictions on certain promotions, and the cruise line would not allow the Community Appreciation rate for teachers to be combined with any other offer. I have investigated your concerns, and it is my understanding that you contacted us on June 20, June 27, July 1, July 2 and finally on July 7 and spoke with several of our agents to secure the exact cabin type, cabin location, price and amenities you desired. On your behalf, we verified price and promotions for your desired sailing directly with a [redacted] representative and provided those details to you for your consideration. During each conversation, we explained the terms of the offers available and discussed your options. Unfortunately, were unable to meet your requirements in the end and you reserved your cruise through another company. Our website also clearly states the following, “Availability is extremely limited on all FASTDEALS and must be reconfirmed at time of booking. All prices are subject to change without notice by cruise lines, and must be reconfirmed at time of booking.” And “Promotions may not be combinable with all fares.” I sincerely apologize if you felt misled by our website or any of our agents. We firmly believe that delivering great service means working on the client’s behalf to find the best deal possible, and it is truly disappointing that we were unable to exceed your expectations. However, for all of the reasons outlined in this letter, we will not be offering compensation as you’ve requested. We appreciate the opportunity to address your concerns, and hope that you enjoyed your vacation. Sincerely, Kimberly [redacted] Sr. Director, Customer Communication Vacations To Go

Dear Mr. [redacted],We apologize for any confusion over the cancellation penalties, and appreciate the opportunity to address your concerns. I am pleased to hear that we were able to resolve this matter to your complete satisfaction. If you have any further questions or concerns, please don't hesitate...

to contact us.We sincerely appreciate your business, and hope you have a wonderful cruise! Sincerely,Kimberly [redacted]Sr. Director, Customer CommunicationVacations To Go

Dear Mr. [redacted], I apologize for the frustrating experience you encountered with us and appreciate the opportunity to address your concerns. Receiving accurate pricing while shopping for a cruise is a very important part of the trip planning process and we clearly failed to provide you with...

accurate information, for which I am very sorry. I have asked our Director of Customer Service Christine Parsons to reach out to you as soon as possible to address your concerns.  We are very interested in resolving this matter and regaining your trust. We will be in touch as soon as possible. Sincerely, Kimberly [redacted] Senior Director, Customer Communication Vacations To Go

Dear Mr. and Mrs. [redacted] Thank you for your response. I am very sorry that you are not satisfied with our explanation and the promotion as advertised by [redacted] Unfortunately, we do not have any control over [redacted]s advertising, and like all travel agents, we are bound by the cruise line’s rules regarding the advertisement and availability of pricing and promotions, despite what a [redacted] reservations agent might tell you. The ad in question was supplied by [redacted] as it appears. All wording, including the offer details and terms and conditions, is copyrighted material approved by [redacted] for inclusion in our publication. As stated at the bottom of the ad, which I’ve attached, “*Fares are subject to increase.” and it also addresses “2-for1” fares by indicating that such fares “are based on published Full Brochure Fares, such fares may not have resulted in actual sales in all suite categories and do not include optional charges as detailed in the Guest Ticket Contract.” We understand that price is an important factor when planning a vacation and we work hard on behalf of our clients to secure the best deal with the cruise line. In this instance, the price offered to you by our agent was actually lower than the advertised price of $3,999. Our agent quoted you a price of $3699, or a discount of 66% per person off the brochure price, which is a greater savings than the 2-for-1 deal (or 50% off per guest) that appeared on the advertisement. We appreciate the opportunity to address your concerns and regret that we were unable to resolve this matter to your satisfaction. I hope that despite this misunderstanding, you will allow Vacations To Go to assist you in the future. Sincerely, Kimberly [redacted] Senior Director, Customer Communication Vacations To Go

[redacted] I am very sorry to hear about the last-minute issues with your Las Vegas trip. We appreciate your patience as we’ve investigated your concerns, and apologize for any miscommunication on our end.  Our Director of Customer Service, [redacted] informed me earlier today...

that this matter has been resolved. If you have any further questions or concerns, please do not hesitate to contact us. We sincerely appreciate your business, and hope you and your friends have a wonderful trip! Sincerely, Kimberly A[redacted] Sr. Director, Customer Communication Vacations To Go

Vacations To Go has worked with Mrs. [redacted] and arrived at solution that she will accept.  Sorrell [redacted], Vacations To Go, 800-338-4962

Dear Mr. [redacted]  Thank you booking your cruise with Vacations To Go and for giving us an opportunity to address your concerns. I am very sorry to hear that your cabin assignment has been a source of frustration.  Cabin location is a very important part of the cruise experience for many...

cruise guests, and it is always disappointing to hear that a customer is unhappy with any aspect of their vacation.As a gesture of goodwill, we paid to upgrade you to cabin # 11099, where you will be able to enjoy an unobstructed view from your panoramic glass balcony.If you have any further questions or concerns, please don’t hesitate to reach out to us. We appreciate your business and hope you enjoy your upcoming cruise.Best wishes,Kimberly A[redacted]Sr. Director, Customer CommunicationVacations To Go

Dear Ms. [redacted], we are very sorry to hear how disappointed you are with the service you received from Vacations To Go, and apologize if there were any misunderstandings about the price of your cruise. As a US travel agency, all of our trips are quoted and charged in US dollars, and we have no...

control over exchange rates or the bank fees a credit card company may charge to convert US dollars into another currency. We have confirmed that the US dollar amount charged to your card by the cruise line was the same amount quoted to you over the phone and also the same amount you agreed to pay at the time your reservation was confirmed. However, your satisfaction is very important to us and we want you to be happy with the price you paid for your vacation. We look forward to resolving this matter soon. Sincerely, Kimberly [redacted] Sr. Director, Customer Communication

Dear Ms. [redacted],Thank you for bringing your concerns to our attention.  Your feedback is very important to us.   I truly understand the frustration you experienced when you were advised that the onboard credit being offered by [redacted] could not be combined with the special...

Community Appreciation rate also available to you. It is common practice for most cruise lines, including [redacted], to limit promotional amenities to certain fares, and as a travel agent we do not have control over these policies or the prices set by each cruise line. For this reason, we add a note to the FastDeals on our site to inform customers that “Promotions may not be combinable with all fares.”We are pleased that you contacted us to inquire about a cruise, and wish we could have honored your request and earned your business. Although we were unable to assist you this time, we sincerely hope you will consider giving us another try in the future.Thank you again for providing us with an opportunity to address your concerns. Kind Regards, Kimberly [redacted]Senior Director, Customer CommunicationVacations To Go

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Dear Kimberly [redacted],You're certainly true to your colors for not having any viable customer service.I'm sorry too that there is apparently no one in your company that realizes the importance of handling an error on your part to restore confidence to your customer. Thank you for making our decision easy NEVER to use VTG again, and to advise all of our friends on Cruise Critic and elsewhere as well. We will switch exclusively to your competitors for our future cruise bookings. I have been reading online that your false advertising extends far and wide. Obviously they need someone with your superficial facade to run interference for them while blaming an innocent agent. Perhaps someone other than the Revdex.com will investigate the suspicious dealings of your company..............

We regret that Mr. [redacted]'s wife was not allowed to travel because she did not have a visa.  Because the visa requirements with the over 200 countries of the world are complicated, Vacations To Go cannot advise citizens of foreign countries.  Vacations To Go works with a company that can...

advise and secure visas for U.S. and Canadian citizens but there is not a single source for foreign citizens.  For that reason we advise foreign clients that they must check with the consulates of the countries they will visit.  Although Mr. [redacted] says he was not advised that foreign citizens must check documentation requirements, our agent said that he did relay this information to Mr. [redacted].Because buying a cruise can be a complicated process that may take up to an hour on the phone, confusion may follow.  To make the transaction as clear as possible we send a detailed confirmation to each client after the purchase is made.  In the "Travel Documentation Requirements" section it states the following: "Documentation Requirements for citizens of countries other than [redacted] For International travel to all destinationsPassengers must bring a passport that remains valid a minimum of 6 months after travel ends. Visas may be required for travel to certain destinations. Passengers are responsible for verifying visa requirements with consulates of every country visited, including countries visited via connecting flights." Because Mr. [redacted] was advised verbally and in writing, no mistake was made by Vacations To Go.  Additionally, Vacations To Go does not charge a penalty and the full penalty was retained by [redacted].  We understand that the airline may issue a partial credit and we have reached out to [redacted] on Mr. [redacted]'s behalf to see if they would possibly issue a partial credit for any of the land package.  It normally takes a travel company like [redacted] four to six weeks to make this decision and we will notify Mr. [redacted] of their findings.  Sorrell W[redacted], Vacations To Go, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I contacted Sorrel W[redacted] and discussed the situation.  He promised to look into in with the tour provider and gave us a satisfactory resolution to our situation.  It is appreciated when a business goes the extra mile to assure satisfaction when an adverse event happens.  I hope it will lead to better training and larger important disclosures in the future to continue to improve the customer experience.  As our world becomes more global, it is more important than ever to provide service to a larger audience.  Thank you to Revdex.com an Sorrel W[redacted] of VTG.