Points USA, Inc.

***,I’ve read the complaint and am providing my response to you via this email.background: they purchased a *** *** *** ***(***)/*** membership which gives them access to *** Points. *** Points are used to book vacations with ***. (*** also has cash options
available) They purchased their membership through LPA and paid LPA $for the membership which included their first year dues. Points USA is the processing company that verifies all of the membership paperwork and submits it for account setup with *** and ***. Once the members accounts are setup they receive their base points into their *** account from *** (10,points) and if they need additional points the member would purchase them directly from *** and they are deposited into the *** account (***’s have access to an additional 500,000/year). The *** account is used to book all reservations.#1- In the complaint below they are claiming to be unhappy because the vacations they are trying to book are “not available” with ***. I find this hard to believe but regardless that is out of our control.When the ***’s joined the program it was explained to them that *** has over resorts in over countries that they have access to - based on availability. In addition to resorts *** also has cruises, hotels, car rentals, airfare, hotels, etc.At any given time there are well over resorts available with well over reservation options throughout the WorldThis was also explained to the ***’s on multiple calls we’ve had with them. *** has also spoken to them multiple times and expressed the same information.**A report was pulled from *** by *** on 12/29/to see if the ***’s had any account activity and *** notes the ***’s had two reservations but then cancelled them. So they were able to make reservations but they decided to cancel.#2-they are request we “exchange their points back to their original timeshare ownership”. That is not possible. They requested to transfer out of their old ownership back in because the maintenance fees were too expensive. That timeshare was transferred out of their name in August by Resale Closings.#3- they are requesting a refund: A- they didn’t pay us so we can’t do anything regarding a refund. they would have to contact ***. B- they’ve had the membership for two years#4- The ***’s claimed in a letter they wrote to us in June that they are “very flexible” with their availability to travel but there is no availability. They state in the letter “Florida, you don’t have many on the East coast and the ones you have are unattainable” As of today on the East coast of Florida there are over reservations available. In the referenced June letter they state that within the last two years they have never been able to book a vacation because there is nothing available. That is not true, per the *** report they had reservations but they cancelled them.I would be happy to provide you with a training account login for the *** program which would give you access to the live ***/*** account and shows real time availability, the same thing the ***’s would see if they logged into their accountAs of right now there are 2,resorts in the USA available with 134,available reservation options.The ***’s claim is out of our control and has nothing to do with us. I’m not sure what it is they’re looking for that they can’t find something with all of the current availabilityI’m requesting this complaint be removed.If you need anything else from me please don’t hesitate to reach out to me directly.JosalynnPoints USA, IncSSchanck Ave.Pen Argyl, PA 18072O: ###-###-####F: ###-###-####[email protected]

I’m confused with *** ***’s response. She is rejecting our response but states she was able to book vacations. She also states she was explained the rules by our office and when they joined the program. (its also in the contract she signed)To address the other statements:1- in regard to the vacations booked that were cancelled. That information was provided by ***. I don’t work for *** nor do I have access to their accounts so I relayed the information that was provided to me. The claim is that the ***’s are not happy with the program because there is no availability. There is availability it just seems like the ***’s aren’t happy with their choices. That is out of our control.2-she claims she checked availability in Florida- Northern Atlantic Coast between April-Dec and there is nothing available. Attached is a screengrab of the search I did this morning for that exact criteria. Exchange Vacations(using points)- There are resorts available with 2,units. Extra Vacations (cash option)- there are resorts available with 1,units 3- she states the *** ***, * ***, *** *** *** Resort is “outdated” that is a matter of opinion and no grounds for a Revdex.com complaint.If she doesn’t want to keep the *** membership she can cancel it without penalty.The original complaint states she wants a refund- per my initial response we did not sell her the product nor did we collect the money. She would need to take that up with ***, not Points USA, *** or *** That was also explained to the ***’s by our office on multiple callsI am requesting this complaint be closed and removed as there is no complaint against Points USA

[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 response stated that we made vacations bookings and the cancelled, that is not the caseThe first time we booked a vacation, when we arrived at the hotel, there was a family reunion, and they double booked rooms, therefore, ours was cancelledOur money and fees were refundedAs everyone well knows if it was fault of ours, the fees and money would not have been refunded.the 2nd vacation that was booked, upon arrival at the hotel, they advised that there was no bedrooms availablethen yes I cancelled that and was refunded my money also.Josalyn failed to check her records fully.The 10,I was given at sign up, expire on the 2nd year, I was able to book and stay at a resort. I checked the booking inventory today, there are properties in Florida, northern Atlantic Coast, Ormond Beach, New Smyrna, Cocoa Beach, Satellite Beach, and a few more......none of these have availability from April to DecemberAs there may be thousands of properties available on the site, when I traded the week for points, it still should be to accommodate me, no matter how flexible I am I am not accepting their response, Josalyn has explained the rules of the ***, as i'ts explained when you joinPoints USA is just passing the buck.I have come to the conclusion that *** and Points USA are not the caliber of people I would like to do business withI'm use to nicely updated properties in very nice areas*** does not have thatHere is a sample, trying to book for September/ October, I went to see it this February , ***"s top of the line - *** *** *** *** and *** *** #***This is an old hotel, not updatedThey only have true bedroom suite, my other option was connecting rooms which then it count as a bedroom.Thank you for your time ***, you have been most gracious.*** ***Regards,
*** ***