R L Sielaff

June 21,  2016Re:  [redacted]  # [redacted] Our Account [redacted]Dear Sir or Madam:Our records indicate that Ms. [redacted] purchased an Explore Cruise & Travel vacation package on February 3, 2015.  The cost of the package was $3,195.00 with $195.00 down payment followed...

by eighteen (18) payments of $175.67 per month. As standard policy, we conduct a sales validation at time of sale that outlines the details of the vacation package.  During this validation, which was completed on February 3, 2015 at 10:25 AM, Ms. [redacted] was informed that at the time of booking her cruise she would be responsible for any upgrade fees, booking fees, and any cruise line pass through fees, such as port fees and taxes.  Ms. [redacted] was also informed that she could book her cruise at any time, however, the balance of the package must be paid in full ninety (90) days prior to sailing. Ms. [redacted] booked her 15 day Carnival cruise to Hawaii on February 3, 2015 departing from Los Angeles on January 16, 2016.  This cruise was later changed to depart on October 15, 2016 to allow Ms. Travers additional time to pay off her package.  The additional fees charged at that time were for the aforementioned cruise line pass through fees and the booking fee for a total of $759.33.  Ms. [redacted] was required to pay a deposit of $456.17, which left a balance of $303.16 for her cruise, which was due June 2, 2016.Our records reflect that after the original down payment on the package of $195.00, plus fourteen (14) payments of $175.67, there was a balance on the package of $603.62, which was processed on June 2, 2016 paying the package in full.  Our records currently reflect that the package as well as the cruise fees are paid in full.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Sincerely, Jannelle B[redacted] Resolution Specialist Office of the President

January 10, 2017
Re: [redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
We have further reviewed Ms. [redacted]’s claims and determined to satisfactorily resolve this matter, we issued a refund for $212.00 and $81.00 to the credit card ending xxxx--[redacted]. The refunds can take approximately seven (7) to ten (10) business to be credited back to Ms. [redacted]’s account depending on her financial institution.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

Re: [redacted]  Case # [redacted] Dear Sir / Madam: We would like to thank you for bringing Ms. [redacted]s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we...

would like to provide you with the facts and our resolution concerning this matter. According to our records, Ms. [redacted] purchased a Sears Vacations Select Access Membership on July 15, 2015.  The cost of the membership was $1,499.00 with a down payment of $149.00, followed by eighteen (18) monthly payments of $87.00. Our records reflect that Ms. [redacted] contacted our company on August 28, 2015 and made a reservation at the [redacted] club for check-in on January 14, 2016, for three (3) nights.  Ms. [redacted] p**ced the reservation on the **yaway p**n.  Ms. [redacted] made two (2) **yaway payments, one on August 28, 2015, for $105.09 and the second one on September 28, 2015, for $105.08.  Ms. [redacted] called back several weeks **ter and cancelled the Holiday Inn reservation and made another reservation for the Westgate **s [redacted] Resort and Casino for check in January 14, 2016, for four (4) nights.  The agent cancelled the Holiday Inn reservation and refunded the two (2) **yaway payments that Ms. [redacted] paid as mentioned above. Ms. [redacted] called on January 5, 2016, to confirm her reservation, and unfortunately, the agent inadvertently confirmed the reservation for the [redacted]n **s [redacted] instead of the Westgate **s [redacted]  When Ms. [redacted] tried to check in at the Holiday Inn, there was no reservation for her.  Fortunately, the hotel accommodated her, however, charged her for the stay in the amount of $678.00.  We certainly apologize for this inconvenience, and our records indicate that a refund check in the amount of $678.00 has been issued effective Friday January 21, 2015, and mailed to the address on file, which is the same address on the comp**int.  Ms. [redacted] was refunded the two (2) payments she made on the reservation to our company, and also refunded the amount she paid the hotel for the reservation.  She was ultimately able to spend the week at the hotel at no cost to her.  Again, we certainly apologize for this inconvenience.  No further compensation is warranted at this time. We would like to thank you for providing us with the opportunity to c**rify the status of this matter by allowing us to provide and exp**in the additional facts involved. Sincerely,Jannelle [redacted]
Resolution Specialist   Please confirm the above response was sent to the Customer,Thank you Alicia RivasLegal Office AssistantInternational Cruise & Excursions Gallery, Inc.15501 N. Dial Blvd.Scottsdale, Arizona 85260Office: [email protected]

The original amount was $1999. The additional amount was $1499. The company never gave me that, as promised. And the refund  that the company sent was in the amount of $1300 and some change. The figures in this claim are not the correct amount.

I was not given a 3-night hotel certificate for any hotel in their inventory as they have finally agreed I was offered. I was given a 7-day, limited resort certificate that according to James G[redacted] is the same except it can not be used at a hotel for there days. Initially James H denied offering a three day certificate according to the account manager Gwendolyn at which time the 7-day resort certificate was placed into my account. The refund should be based on me being mislead and lied to.

April 6, 2016
Re: [redacted] Case # [redacted]
Dear Sir or Madame:
We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our...

findings and we would like to provide you with the facts and our resolution concerning this matter.
According to our records, Mr. [redacted] attempted to purchase air flight reservations via our on line platform. Our web site is live linked to the airlines, who frequently change their pricing. Our system will automatically update the prices, however, a member will get a “failed” booking or an “error” if trying to book during the updating period. It appears that is what happened with Mr. [redacted].
Prior to booking any airline tickets, we complete a pre-authorization, or a hold, on the funds necessary for the air reservation. If the member receives an error or a failed booking the funds are not charged and the hold is released, which again is the case for Mr. [redacted]. In some rare instances it may take 24 hours for the release of the funds. Our records indicate that there is no hold on any funds from Mr. [redacted].
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

January 5, 2016
Re: [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mrs. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would...

like to provide you with the facts and our resolution concerning this matter.
According to our records, Mrs. [redacted] purchased a Government Vacation Rewards Select Access Membership on September 22, 2015. The cost of the membership was $1,999.00 with a down payment of $399.00, followed by ten (10) monthly payments of $172.00.
It is Mrs. [redacted] claim that she tried out the service, but found no value in the program. This is best evidenced by Mrs. [redacted] assertion that she was able to book roundtrip flights for Christmas for $277.00 through another supplier, however, the cost with Government Vacation Rewards was $597.00. As a result she has requested a full refund for all monies paid to date.
In the best interest of customer satisfaction we are honoring Mrs. [redacted] request. Effective January 5, 2016, her Government Vacation Rewards account has been cancelled and a full refund has been issued. The refunds will be processed in three separate transaction as follows; one (1) down payment for $399.00 and three (3) monthly payments of $172.00. It will take approximately seven (7) to ten (10) business days for the funds to be credited to her account depending on the financial institution she banks with.
We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Best Regards,
Shannon [redacted]
Resolution Specialist
Office of the President

Re: [redacted] Case # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like...

to provide you with the facts and our resolution concerning this matter.
According to our records, Ms. [redacted] became a member of Sears Vacations on July 1, 2015 receiving an introductory amount of 150 Savings Credits to be used towards booking her vacations.
Additionally, Ms. [redacted] booked a hotel reservation on July 1, 2015 using 98 of her savings credits. The balance owing on the booking was set up on the Sears Lay-A-Way plan payable at $52.30 per month.
Ms. [redacted] contacted our company on July 2, 2015 to cancel the reservation. The original deposit was refunded to Ms. Lewis. Unfortunately, the Lay-A-Way plan was not cancelled and consequently, her account was charged for two (2) monthly payments of $52.30 in July and August.
We sincerely apologize for this oversight, and have refunded the two (2) payments to Ms. [redacted] account ending in XXXX---- [redacted] on September 9, 2015. Please allow seven (7) to ten (10) days for the refunds to post, depending on the financial institution Ms. [redacted] banks with. The 98 savings credits have also been refunded to her account.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
[redacted]
Resolution Specialist
Office of the President

We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. We reviewed Ms. [redacted]’s concerns further and offer the following.  In Ms. [redacted]’s rebuttal complaint she indicated, in her opinion, that Mr. [redacted] did not return her calls and this resulted in her not getting a refund.  Our records indicate that on numerous occasions, Mr. [redacted] did, in-fact, call Ms. [redacted] at the number currently listed on her complaint.  Unfortunately, he was unable to reach her and had to leave messages for her so she could return his call.  Each attempt Mr. [redacted] made was captured on a recorded line.  Mr. [redacted] identified himself and left his contact information for Ms. [redacted] to call him back. As previously mentioned in our original response, we refunded the out of pocket cost of $7.80, refunded the 70,000 points, plus added an additional 10,000 points to her account.  The membership upgrade was purchased on February 18, 2013, and is clearly outside the ten (10) day rescission period for any refund.  Therefore, at this time, our position remains the same. We would like to thank you for the opportunity to clarify the status of this matter by allowing us to provide additional details. Sincerely, [redacted] Resolution Specialist Office of the President

[redacted]  [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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

the account is under [redacted]. My fiancé is also under the account so it should also say [redacted] When I look at the account it has us as [redacted] and [redacted] and [redacted].

September 23, 2016
Re: [redacted] Case # [redacted] Our Account ID # [redacted]
Dear Sir or Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have...

reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
Our records reflect, that on April 29, 2009, Ms. [redacted] participated in a [redacted] Vacation Club sale conversion which provided Ms. [redacted] $1,000.00 in vacation cash to be used towards her next cruise.
As standard policy, we conduct sales validation at the time of sale, which outlines the details of Ms. [redacted]’s sale conversion. This validation was completed by Joseph on April 29, 2009 at 11:35 AM. During this validation, Ms. [redacted] was advised that she had twelve (12) months to book her cruise utilizing the vacation cash.
We have reached out to Ms. [redacted] and been advised that there have been some extenuating circumstances that have prevented her from booking her cruise and using her vacation cash. In an effort to resolve this matter, we have agreed to extend her vacation cash to March 31, 2017. Ms. [redacted] was agreeable and understands that she can travel past that time, however, her cruise, utilizing the vacation cash, must be booked by the expiration date of March 31, 2017.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

February 24, 2016
Re: [redacted]
Dear Sir / Madam:
According to our records, Mr. [redacted] purchased a Sears Resort Package in store on January 8, 2016. The cost of the package was $499.00, which was paid in full at the time of purchase.
It is the claim of Mr. [redacted] that he...

booked a resort vacation and received an email indicating that he would receive a confirmation within three (3) to five (5) business. However, he has stated that he has not received a confirmation in approximately ten (10) days. Mr. [redacted] clarified that he had spoken to Jill and requested the reservation and all services be cancelled and a full refund be issued. He asserts he was informed the reservation, which had not yet been confirmed would be cancelled and all monies would be refunded. Subsequently, Mr. [redacted] noted that he was in fact charged for the reservation, and did not receive a refund. As a result, he is extremely dissatisfied with the service and wants to discontinue his services.
Based upon Mr. [redacted]’s statements that he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective February 24, 2016, and a refund was issued for $499.00. The refund was issued back to the credit card we have on file ending in xxxx—7619. Please note that there is no additional refund to issue for the resort stay, as the reservation was not directly charged to Mr. [redacted]’s credit card. The refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs[redacted] banks with.
We would like to thank you for the opportunity to clarify the status of this matter by allowing us to provide and explain the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

March 4, 2016
Re: [redacted]
Dear Sir / Madam:
According to our records, Mrs. [redacted] purchased a Sears Vacations Direct Access Membership on February 20, 2016. The cost of the membership was $3,999.00 with a down payment of $399.00 and thirty-six (36) monthly payments of...

$124.76.
It is the claim of Mrs. [redacted] that upon purchase she was informed by her sales agent “Ali” that she had thirty (30) days to cancel, however, she asserts this information was not noted on the terms and conditions she reviewed on the contract itself, therefore she Googled the information and learned that she in fact only had ten (10) days to cancel providing that she sent in a fax, email, or called within the ten day window. Mrs. [redacted] explained that she had faxed and mailed her cancellation request and also made a call to our agency on 2/29/16 and subsequently learned that the she was outside of the recession period and could not cancel the membership. Furthermore, Mrs. [redacted] felt the information provided about the benefits of the membership at the time of purchase was misleading at best and as a result she wants a full refund and confirmation of the cancellation.
Based upon Mrs. [redacted]’s s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 4, 2016 and a refund was issued for $399.00. The refund was issued back to the credit card we have on file ending in xxxx—5267 for Bruce [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [redacted] banks with.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

This claim is not resolved.  The company contacted me for resolution after their response and I was waiting to hear back for resolution.  One the response from the business came I talked to [redacted] the representative and I have been waiting for a final resolution.  This claim has not been resolved.Thanks,[redacted] Sent from my iPhone

October 3, 2017
Re: Anthony E[redacted] Case # [redacted] Our Account # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. Anthony E[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed...

and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
Our records indicate that on February 16, 2017, Mr. E[redacted] contacted our agency to make a reservation for three (3) rooms at the Palace Station Hotel and Casino commencing November 22, 2017 for three (3) nights. The cost of this reservation was $758.03.
Our records indicate that on or about August 7, 2017, Mr. E[redacted] again contacted our agency to cancel the reservations and receive a refund. Mr. E[redacted] was within his cancellation period and was told he would receive a full refund.
We have cancelled the reservations and check #[redacted] in the amount of $758.03 was issued to Mr. E[redacted] on 9/26/17. This check was mailed to Mr. E[redacted] address we currently have on file. We sincerely apologize for the delay and, for his inconvenience, we have credited the amount of $50 in vacation cash to Mr. E[redacted] account. This vacation cash can be used for any future reservation Mr. E[redacted] makes through our agency, such as air, hotels, car rental, etc. The vacation cash must be used with six (6) months and will expire on April 3, 2018.
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.

Sincerely,
Jannelle [redacted]  Resolution Specialist
Office of the President

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 provide the business with the necessary information that they requested.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,

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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

December 2, 2016
Re: [redacted] Case # [redacted] Our Account # [redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings and we would like to provide you with the facts and our resolution concerning this matter.
Our records indicate that Mr. [redacted] made a reservation on line using the RCI membership of Mr. Matthew Thorn. The reservation was made on August 23, 2016. This was a non-refundable reservation with a late arrival checking in on November 11, 2016.
Unfortunately, Mr. [redacted] did not check in on November 11, 2016, late or otherwise. He arrived in Australia on November 12, 2016, went to his daughter’s wedding and did not contact the hotel until November 13, 2016, at which time he was informed because he did not check in on his check in date, late or otherwise, they considered him to be a no show and had rented out the room.
We have reached out to the supplier and the hotel to see if we could get an exception on behalf of Mr. [redacted]. The hotel denied any refund as the reservation was a non-refundable reservation and Mr. [redacted] did not check in on the prescribed check in date. Accordingly we are unable to honor Mr. [redacted] request for a refund.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

upon signing with Sears Vacations we had told the consultant we were the type of people who liked to go on spontaneous trips and that we were happy to use this deal so we could save money on that day that we needed hotels etc. The consultant had NEVER mentioned we could not do same day reservations or we would not have gone further. Upon callin Sears I was told I should have known this being they were a travel agency; they lied by omission. I also told them that $250 would not be used due to their negligence of helping us when they were needed. I do not feel this was resolved and tbst they lied from the beginning and makin is continue to pay for services that we will not be using.