Odenza Marketing Group

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 For your reference, details of the offer I reviewed appear belowAt no time did they state the original offer was used when they made the suggestion to go to JamaicaIn fact, we were offered to still be able to use the original cruise and was told they would extend the expiration date since the current date is set to expire on 11/30/We feel they simply do not want to honor the original offer since we were not able to get the vacation we wanted in Jamaica which was not our request, but their suggestion as the upsell from what we were originally promisedWe did want to go when they made the suggestion and were prepared to pay but when the government rejected our valid paperwork and insisted on a notarized copy of a US passport, we objected as this is illegal to do in the USWe just want to be made whole by cancelling the upsell and going back to what we were originally offered after purchasing very expensive jewelry which was not free and we are now paying for this "offer" with headaches and problems and now no honeymoon Regards, [redacted] ***

We have already spoken to Mr [redacted] last night and apologized for the error and have already committed to getting the error resolved We are truly very sorry for any inconvenience

[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: [redacted] I am rejecting this response because:My explanation and story what happened is the same what I have wrote for the first submission of my claimHere are the evidences and keys what I have claimed about their behavior and unsatisfied services : 1) When I got a flat tire July 17, 2017, the flat tire wasn't able to be switched with a spare tire as my key lock was not stored(returned) in my car after the last time it was used2) I ALWAYS take my car for emission and repair to the Japanese Auto Service since NEVER EVER taken to other auto service until I got the flat tire on July 17, 3) I am only feet inch, ibI never tried to repair by myself nor asked someone to repair my tires in pastNEVER used the lock keyONLY at the Japanese Auto Service used the lock key4) I have authorized them to repair my car in past, but NEVER authorized them to rid off any item I ownEspecially my lock keyAgain, all tires are not able to come off WITHOUT the lock key5) No matter what they recommend for their customer, they had to tell and explain me (us) what they see and recommend BEFORE they have done it6) I NEVER BEEN TOLD me until this issue occured about what they did7) When I was there on July 22, 2017, he explained what they DID to my car with the lock key last November and he SAID they got rid off it as my tires are too old and no need to keep the tires lockedAlso, he said no one will steal my tire as they are too old(That means that he ACCEPTED that they used my lock key and got rid of it to prevent my tires from any damages and no need to keep the tires locked as they are too old.) 8) I could not have an image of a lock key when I was told there was no lock key in my carHowever, when the owner of Japanese Auto service provided me an old lock key for replacement, I finally recognized what it looks like and remembered what I hadI always kept it with my spare tire in the storage room in my car9) If he doesn't remember or he think he did not hang up with me when I was still talking on the phone, I believe that he was away from the phone and was not listening to my explanation and questions10)I am a VICTIMI have nothing to be blamed about this issueIf they could have explained or asked my authorization, or didn't get rid of it, I DID NOT have to deal and waste my time and energy for this issue11)I have been satisfying their service and I wanted to keep it for my car in the futureHowever, I am so disappointed about the owner's behavior at this timeI wanted to show him how upset I was too like he did(He talked to me unilaterally and shut out my mouthHe almost yell at me.)However, I did not want to argue each other viscerally and kept myself calm and have avoided us from itI just wanted my tool backThat's so simple requestIf he could have accepted his fault and apologize all what he(they) have done, I would forgive themNow his response to my claims includes some untruth explanations he DID NOT tell or doesIt is truly insincereI wished I could tape all our conversation and take videoAgain, no one used or took my toolIt is only Japanese Auto Service who used it since I bought my car in and I remember that I was asked by them where the lock key was at very first time I took my car for repair after I purchased my car I would like to trust them and look forward to hearing their honest and sincere response as a professional service provider Regards, [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 will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

The guest booked a package with a Non-refundable depositWe are not holding their fundsThe funds are being held by *** ***This package is booked outside of their intention to get married in a foreign countryWhile the guest may feel that this is one in the same it is notThe fact that the guest decided not to get married in Jamaica does not allow grounds for cancelation in the eyes of the tour operator for their air/land packageThe guest could still have gone to Jamaica for their honeymoon after getting married in *** ***As Odenza continues to say, we are happy to honor the original cruise program if we are not held responsible for their 500USD non-refundable deposit for their Jamaica tripIn the event the guest disputes their deposit and Odenza is held responsible by the tour operator then their promotional cruise program is considered usedThe guest cannot simply change their mind after paying what was clearly indicated in writing as a non-refundable depositOdenza does NOT make the rules but like the guest we are held accountable to the rules of the resorts and the tour operatorsOdenza has already checked with *** *** and we have been advised that if these guests follow through on their intent to charge back their non-refundable deposit then Odenza will be held liable for this deposit if the chargeback request is successful

I have already spoken to Ms *** and asked for her patienceOdenza has already refunded her $399.00USD that we collected and I have already committed that we will work with the company that collected the original $and encourage them to refund these fundsI did advise that this may take a couple of days and Ms *** advised that this was reasonableSo Odenza is doing everything that we can at this time to resolve her situationOdenza does NOT control the other organization

First, I would like to apologize for any type of poor service on behalf of any of our travel agentsPoor service is not the norm for our team and is never acceptableUltimately Odenza Vacations is a full service travel agencyThe majority of the guests that we book vacations for come to us
because they have one of our promotional travel programsOnce a guest works with their assigned travel agent they might end up booking the vacation type nominated on their promotional certificate or upgrade that vacation or they might book something entirely differentLike any travel agent the goal is to work with a guest to determine the vacation that best suits the needs of each guestWe do not force a guest to book any vacation and all vacations are put in writing that the guest signs off on prior to booking the actual vacationMs*** was no differentInstead of booking the cruise they decided to apply their program towards a custom vacation to Jamaica and go to *** *** *** ***Their goal was to go to Jamaica and get marriedThe air and hotel information was put in writing and sent to the guest to review and sign offThe deposit required to book the vacation was $500USD and nominated as “Non-refundable”The guests reviewed the details that we put in writing and completed the authorization form and returned it to us to complete the travel bookingThey provided us with their credit card details in writing to complete the reservationThis did not happen by accident or without their knowledgeTheir goal was to get married in JamaicaThe actual act of getting married in Jamaica was outside any control of OdenzaUltimately Ms*** and her fiancé were not comfortable with the requested legal documents requested by the Jamaican government to get marriedIt is not illegal for the Jamaican government to request legal documentation to get marriedJamaica is a foreign country and has the right to request whatever legal identification they see fit to facilitate a weddingThis is not identity theftMany countries around the world require travel visas to even visit their countryTo obtain most travel visas you need to send your actual passport to their consulate to facilitate obtaining their visaThis was a personal choice for Ms*** to no longer want to get married in Jamaica and beyond the control of OdenzaThis decision did not waive the rules of their vacation package bookingThey advised their travel agent *** that their intention was to charge back the credit card charge in an attempt to avoid their responsibility for their 500USD non-refundable package depositWe advised that if they were able to do this then Odenza will be held responsible for that deposit from the tour operator this package was booked through “*** ***”Most tour operators see this as the responsibility of the travel agency as they consider the guest our clientIn the event that the guests do NOT dispute their original deposit or Odenza is not help responsible then Odenza has already advised we would be more than happy to honor the original cruise certificateUntil that time we consider the certificate usedAdditionally the guests decided to get married in *** *** and then wanted to take the original cruise for their honeymoonThey could have got married in *** *** and then taken their *** Vacation they had already booked for their honeymoon*** is a world renown luxury inclusive brand and this vacation was booked through *** *** which is a great quality US tour operatorThe guests had no obligation to get married in JamaicaThere is nothing further that Odenza can do pending the outcome of the guests attempt to charge back their original booked vacation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with the response, because it does not benefit me any if I do not get the entire amount refunded to me, as I did not and will not receive any of the rewards or services these fees were charged to me for. Not only did Odenza fail to reach out to me as stated, no vacation has been booked and based on where I want to travel, which is within the promotional areas, will not happen either
Regards,
*** ***

I apologize if any of our team was rude in anyway to these guestsI have reviewed this file and these guests completed our booking authorization form and their travel was confirmed as of Feb 2nd, and confirmations were emailed to *** ***As of 13Feb *** asked about changing the
booked dates to which *** their agent advised that may not be possibleAgain on March 16th, the guest asked again about changing their confirmed bookingThey were advised that their booking was non-refundable and any changes would cost penaltiesThat is the last we heard from this guest until after their travel dates were pastWe are very sorry but these guests had all their information and even corresponded back and forth about possible changes to their confirmed reservationAt this point the booking is past travel

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.  For your reference, details of the offer I reviewed appear belowAt no time did they state the original offer was used when they made the suggestion to go to Jamaica. In fact, we were offered to still be able to use the original cruise and was told they would extend the expiration date since the current date is set to expire on 11/30/2016. We feel they simply do not want to honor the original offer since we were not able to get the vacation we wanted in Jamaica which was not our request, but their suggestion as the upsell from what we were originally promised. We did want to go when they made the suggestion and were prepared to pay but when the government rejected our valid paperwork and insisted on a notarized copy of a US passport, we objected as this is illegal to do in the US. We just want to be made whole by cancelling the upsell and going back to what we were originally offered after purchasing very expensive jewelry which was not free and we are now paying for this "offer" with headaches and problems and now no honeymoon. 
Regards,
[redacted]

I would like to close the complaint as being resolved.Thank you,[redacted]Main: [redacted] Extension [redacted]Direct: [redacted]Fax: [redacted]Address: [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.  For your reference, details of the offer I reviewed appear below.
This company is simply blowing hot air.  Nowhere in their response did they mention that the documents were needed for us to "get married" not for travel.  We have travel documents including our own passports.  This was not the issue.  We sent the required documents to the Jamaican government twice and both times were told they were not sufficient or did not meet their requirements for marriage abroad.  My fiancé sent them a photo of his United States Government Homeland Security photo credential and that was more than "SUFFICIENT!"  They kept requesting a photocopy of his "passport" to match his birth certificate.  His employer which is one of law enforcement "DOES NOT" permit the employees to do this.  They were lucky to get his employer ID as he had concerns doing this.   This was requested for a "marriage certificate" only.  Regardless, their argument is a moot issue.  If the consumer can't meet the requirements of a certain government for "marriage" then we have every right to obtain our marriage certificate here in the United States which we did with "no problem."  No passport or birth certificate needed.  The original free promotional offer was to be acknowledged and they refused to honor it.  This tells us, they had no intention of honoring a free certificate and focused only on "upgrading" us to a paid vacation.  This is a classic "bait and switch" technique used by many companies.  If they do not honor it, then they should re-imburse my fiancé for the price of the engagement/wedding rings in the amount of $2,999.00 since the promotional certificate was offered as a condition of buying the ring. There have been many reports recently of people using passports to come in to the US and abroad so not only is this an opportunity for identity theft but for terrorists as well ans my fiance is very versed in the issues and this hit him very close to home when this was requested of him. 
Regards,
[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:My explanation and story what happened is the same what I have wrote for the first submission of my claim. Here are the evidences and keys what I have claimed about their behavior and unsatisfied services : 1) When I got a flat tire July 17, 2017, the flat tire wasn't able to be switched with a spare tire as my key lock was not stored(returned) in my car after the last time it was used. 2) I ALWAYS take my car for emission and repair to the Japanese Auto Service since 2009. NEVER EVER taken to other auto service until I got the flat tire on July 17, 2017. 3) I am only 5 feet 0 inch, 100 ib. I never tried to repair by myself nor asked someone to repair my tires in past. NEVER used the lock key. ONLY at the Japanese Auto Service used the lock key. 4) I have authorized them to repair my car in past, but NEVER authorized them to rid off any item I own. Especially my lock key. Again, all tires are not able to come off WITHOUT the lock key. 5) No matter what they recommend for their customer, they had to tell and explain me (us) what they see and recommend BEFORE they have done it. 6) I NEVER BEEN TOLD me until this issue occured about what they did. 7) When I was there on July 22, 2017, he explained what they DID to my car with the lock key last November and he SAID they got rid off it as my tires are too old and no need to keep the tires locked. Also, he said no one will steal my tire as they are too old. (That means that he ACCEPTED that they used my lock key and got rid of it to prevent my tires from any damages and no need to keep the tires locked as they are too old.) 8) I could not have an image of a lock key when I was told there was no lock key in my car. However, when the owner of Japanese Auto service provided me an old lock key for replacement, I finally recognized what it looks like and remembered what I had. I always kept it with my spare tire in the storage room in my car. 9) If he doesn't remember or he think he did not hang up with me when I was still talking on the phone, I believe that he was away from the phone and was not listening to my explanation and questions. 10)I am a VICTIM. I have nothing to be blamed about this issue. If they could have explained or asked my authorization, or didn't get rid of it, I DID NOT have to deal and waste my time and energy for this issue. 11)I have been satisfying their service and I wanted to keep it for my car in the future. However, I am so disappointed about the owner's behavior at this time. I wanted to show him how upset I was too like he did(He talked to me unilaterally and shut out my mouth. He almost yell at me.). However, I did not want to argue each other viscerally and kept myself calm and have avoided us from it. I just wanted my tool back. That's so simple request. If he could have accepted his fault and apologize all what he(they) have done, I would forgive them. Now his response to my claims includes some untruth explanations he DID NOT tell or does. It is truly insincere. I wished I could tape all our conversation and take video. Again, no one used or took my tool. It is only Japanese Auto Service who used it since I bought my car in 2008 and I remember that I was asked by them where the lock key was at very first time I took my car for repair after I purchased my car.     I would like to trust them and look forward to hearing their honest and sincere response as a professional service provider.
Regards,
[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.This complaint will only be resolved if I receive the full refund charged to me of $448, as all that was promised for this charged was not fulfilled.  I will await on the status of the $50 refund.
Regards,
[redacted]

We are very sorry for any shortfall in our service levels. The guest is correct that Jan and Feb is our peak season and we do our very best to keep up with guest demand for travel. Customer service will be contacting this guest to facilitate a refund. Please note that Odenza only collected...

$399.00USD. The original $50.00 this guest is referring to was NOT collected by Odenza and we are not able to refund what we did not collect. I have asked that we contact this company to ask they refund this guest. However, Odenza does NOT control a third party company. Again we are very sorry for any lack in service levels.

August 1, 2017Japanese Auto Service 3413 Wilson Blvd Arington, VA 22201bear Revdex.com:We respect your concerns, however, the accusations brought forth by [redacted] are baseless and Coriradictory to say the least. First, it is recalled that when [redacted] first called about her lock...

key, We immediately checked her service history with our shop in our records. Consequently, we let her know that there was no way that we took her lock key, as we only use Oir own Universallock key whenever doing jobs requiring the removal of tires. [redacted] Continued to press us over the phore, claiming that we had to have been the ones to have taken the key, according to her, she took her car to another shop and they claimed the tire lock key was missing. On pure assumption, she concluded that we took the key. This means that she admitted that her claim of us taking her key is nothing more than an assumption. In retrospect, she never gave us her key and we never asked for it. After explaining this to her on the phone repeatedly, we told her to just come in and discuss this with us. We never hung up on her rudely as she claims; here at Japanese Auto Service we have valued excellent customer service since our opening in 1997, hanging up on Customers is a rude practice that we do not partake in. in the following Week, [redacted] came into our shop asking for the key and we calmly sxplained to her again that we simply never took it in the first place. She had to have given us the key when she dropped off the car (which we never would have asked for or taken from her). We showed her what a tire lock key looked like afterwards, firiding out that she had no clue what if even looked like in the first place. I quote [redacted] from the letter received, "They decided to take the lock key of from my tire"(2). This statement is laughable considering that a tire lock key is not ever located inside of the tire; the whole purpose of a tire lock key is to remove the locks on a tire that otherwise prevent the tires from being stolen, they aren't stored inside the actual tire. This statement from her proves she neither knows the purpose of a tire lock key or ever, knows how it looks like, Furthermore, it is safe to say that if she never knew how the key looked like or it's purpose, then she probably never gave us the key in the first place. Out of sympathy, we proceeded to spend half an hour helping her look for the key inside her car. Then, out of generosity, We gave her a spare tire lock key that we had on hand that works for her car. Regardless, she was still not happy as she continued to delusionally blame us for her missing tire lock key. in the letter, [redacted] also asserts that we did work on her car that was not authorized by her. This is just blatantly false, here at Japanese Auto Service we only do work that is authorized by the customer in person or by phone after we have given a quote. We have [redacted]'s acceptance signature for the work order on hand and we are willing to provide it as evidence upon request.

We have already spoken to Mr. [redacted] last night and apologized for the error and have already committed to getting the error resolved.  We are truly very sorry for any inconvenience.