R L Sielaff

first off this membership was done on december 2014!! And in the call with rochelle it never said that I could not ise the points for disney tickets! The point isWe ahd many many conversations over month period and you guys only recorded what she had to read! What about all the other calls and conversations! What about the other hours we were on the phone before I decided to sign up for this membership! I am sure you would agree if we were on the phone that long trying to justify the price for one trip to disney that I had plenty of time to aks every question possible and confirm every question I had multiple times in hours to make surMy resort and tickets would be taken care ofWhich she helped me navigate your site to look for one that would be worth the amount of money I was spending! I now have a very low budget hotel that I am completely unhappy withI had to book something and it was the only one I could find to fit my family!! I have savings credits that I can not use towards ticketsWhich is what I was promisedI had to use all my points and some of my savings credit just to get this horrible hotelI was told the cash value of this stay is dollarsWhat a rip offSo you will have made how much money off of me!! And I got nothing I was promised!! My husband is a disabled veteran and it is not ok for you to do this to our family! This is our first vacation ever and your company has made this the worst experience ever!!

Tell us why here...March 21,
Re: Keyana J*** Case #Our ID # ***
Dear Sir/Madam:
Our records indicate that MsJ*** participated in our tour and presentation of the Sears Vacations Direct Access program, on March 9, and purchased a vacation packageThe cost of
this vacation package was $4,with a down payment of $followed by thirty-six (36) payments of $per month
Our records further indicate that MsJ*** contacted our office and spoke to one of our agents, Catherine on March 16, MsJ*** indicated that she wanted to cancel the package as she was unhappy with the certificate inventoryCatherine advised MsJ*** that she was beyond the rescission period to receive any refund, and asked her where she would like to travelMsJ*** said she was interested in CaliforniaCatherine was able to offer MsJ*** several options in California and MsJ*** said she felt much better and would keep the package
In MsJ***’s complaint, she has indicated that she did not know of the rescission period and had never heard of one that shortThe Sears Vacation Purchase Agreement, duly executed by MsJ*** on March 9, 2017, contains the three (3) day rescission period directly above her signature
At this time, MsJ*** has surpassed the rescission period and we are unable to honor her request for a refund of her $depositIf MsJ*** is still desirous of cancelling her package, she can do so by contacting our Customer Support department at 855-777-This will result in no future payments made, however, the initial deposit of $will be forfeited
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***
*** ***
Office of the President

February 12,
Re: *** ***; Case No*** Dear Sir or Madam:
As mentioned previously, the information provided on Mr*** original complaint included an incomplete phone number (*** and a different email than the one listed on his accountSo you know, the phone number Mr*** provided in his rebuttal (*** failed once again to match the phone number on his accountFortunately, Mr*** provided a booking number that allowed us to locate his accountIn pulling up his account, I could see that his last name was misspelledUnfortunately, this created a difficulty in locating his file by his nameI have made the correction to his nameUsing his account number, *** *n the future, will allow us to assist him in a timely manner
Mr*** indicated that the *** *** Hotel he stayed at did not serve a complimentary breakfast, as the others he has stayed at do, and that the elevator did not workWe do not own, operate or maintain the hotels and/or resorts available to Mr*** through his membershipTherefore we would not be able to list that information on the web site
We have taken Mr*** feedback regarding the USD/CAD exchange and provided it to the appropriate management to ensure we address those concernsIt is our goal to provide our members with exceptional customer serviceOn behalf of our agency, we will continue to strive to deliver the best quality and service in a friendly and professional mannerFurther, as a good will gesture, we have added $in vacation cash to Mr*** account for his use in booking his next vacation
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
Sincerely,
Jannelle B***
Resolution Specialist
Office of the President

Tell us why here...Re: *** *** ***
Dear Sir / Madam:
We would like to thank you for bringing Mrs*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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*** booked flights through our agency on *** Airlines departing November 8, and returning November 15, The cost of the flights were $1,
It is Mrs*** claim that she booked the flights through our agency, however, significant modification were made to the reservation by the airlines, which resulted in her not being able to travel on the flightsSubsequently, the flights were cancelled and a refund was issued for the cost of the flightsMrs*** asserts that thirty days following the cancellation she had not received the refundShe has requested to have the funds credit back to her Military Star Card
Upon review, it appears on November 30, 2015, our agent MBarajas attempted to refund charge through our refund system, but the system gave an error response and the account was not creditedWhen the member called in again on December 22, 2015, the error had been detected and at that time it was reported to the Finance DepartmentOur agents worked with the Finance Department, and the refund for $1,was successfully processed on December 27, to Mrs*** military star cardThe refund can take approximately seven (7) to ten (10) business days to be credited to the 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
Best Regards,
Shannon P***
Resolution Specialist
Office of the President

Most of the companies response was incorrectWe have not used any cash at the Stoneridge ResortYou can verify this by calling the office manager, Angie at 208-437-Secondly, we purchased the vacation package because we were promised "lots of availability in Banff" and would have no problem whenever you wanted to goI started checking for availability around April, 2017, but could never reach the salesperson, Kaylee Dutoit and her voice mail was apparently never set upEventually, I reached Jose Mancilla who said there was zero availabilty so far in the entire Province of AlbertaHe was to update me if as soon as anything became availableThat was the last time I spoke with himNext, after several calls I reached Miguel and the same story; then it was Caesar and same storyAlways, the promise of the inventory is just not available YET! Then, I tried to reach out to supervisors with similar promisesElizabeth Emparo was the last supervisor that I reachedAnthony Ortega was the salesperson who knowingly booked us in the wrong countryWe are still owed $2,

October 28, 2016Re: *** *** Case # *** *** *** * ***Dear Sir / Madam:We would like to thank you for bringing Ms*** ***’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.As previously mentioned, Ms*** does have a night hotel stay that has been added to her account captioned above She was not lied to nor was she misledShe can book that hotel stay, based on inventory available by calling our travel department at *** extension *** Her night hotel stay will expire on October 14, Ms*** does not need to travel by that date, but will need to make her reservation no later than that date.Furthermore, Ms*** contacted our office on September 2, and requested to pay her balance in full prior to any knowledge of a night hotel stay as a thank you bonus for paying early It is her choice as to whether she uses it or not.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*** Resolution Specialist Office of the President

December 13,
Re: *** *** ***
Dear Sir/Madam:
We would like to thank you for bringing Mr***’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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, on March 8, Mr*** purchased a Government Vacation Rewards Select Access MembershipThe cost of the membership was $1,with a down payment of $and ten (10) monthly payments of $
Mr*** attempted to use the membership, however, there has been a lack of availability and he has not received returned phone calls in a timely manner
As a result, MrsG*** made contact with Mr*** and addressed his concernsShe apologized for the lack of communication from our agent and has personally assigned an agent to Mr*** to assist with his vacation needsAdditionally, due to the unfortunate situation he encountered we have applied 20K points to his account as a goodwill gesture
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***
Resolution Specialist
Office of the President

I do not remember the conversations that told me that I would lose all of the points and savings creditsIt doesn't really make sense that I would lose any of the benefits if I book by a certain date or not book by a certain dateThe bottom line is the money that was spent on the membership should be good regardless if I book by a certain date or if the points and credits just sit thereNot all military and government employees can take vacation when they want so this only makes sense to be able to buy into something that won't expireI would still like my membership fees refunded since I never got to use them which is actually $This seems fair since I paid so much for something that I didn't get to use

[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 received the promised refund and consider this complaint resolved
Regards,
*** ***

April 4, 2016 Re: *** *** Case # *** Dear Sir or Madame: We would like to thank you for bringing Ms*** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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*** attended a webinar on February 17, 2016. As a thank you for attending the webinar, Ms*** was to receive a Day Mexico Resort stay. We want to extend our sincere apologies for the delay in adding the resort stay to her account. Ms*** can now book her resort stay by calling Sears Vacations at *** and following the prompts to the resort department. Please note that the vacation must be booked by June 29, 2016, however, Ms*** can travel beyond that date, depending upon availability 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, *** *** Resolution Specialist Office of the President

December 7,
Re: *** *** ***
Dear Sir / Madam:
We would like to thank you for bringing Mr***’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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, on January 14, 2014, Mr*** purchased an RCI Registry Vacations PackageThe cost of the package $2,with a down payment of $down and twelve (12) monthly payments of $
Additionally, on March 3, 2016, Mr*** booked a cruise with Celebrity Cruises on the Celebrity SilhouetteThe cost of the cruise $1,after the certificate was applied
Based on the information provided by Mrs*** and the events that lead to the cancellation of his cruise, there appears to be a misunderstanding about how the payments were allocated between the vacation package and cruise reservationIn an attempt to resolve this matter we have reached out to Mr*** to provide clarification, but have been unable to speak with him to date
At this time we are requesting that Mr*** contact our agency so that we may discuss this matter further and address any concerns about the payments that were made for the cruise and- vacation packageHe may contact RCI Cruise & Resort Vacations at *** ext***I am in the office Monday, Wednesday, Thursday, and Friday from 7:am to 5:pm MSTIf we do not hear back from Mr*** in the next ten business day excluding holidays and weekends, then this matter will be closed due to lack of interest
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***
Resolution Specialist
Office of the President

[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 ***, and find that this resolution would be satisfactory to me I expect to get a written response concerning my cancellation on the vacation package and the return of my funds to my Amex accountOnce this has been done this will be resolves on my endThis can be sent to my email * *** or my home address I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Martha D***

[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 ***, 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,
*** ***

Re: *** *** *** Dear Sir / Madam: We would like to thank you for bringing Ms*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with
the facts and our resolution concerning this matterAccording to our records, Ms*** purchased a Government Vacations Reward Select Access Membership on February 2, The cost of the membership was $1,with a down payment of $and eighteen (18) monthly payments of $It is Ms*** claim that she tried out the service, and made numerous attempts to book a vacation, but failed to utilize the service due to additional fees or restrictions that made it not worth the costMs*** further indicated that she was able to book her travel cheaper through other means and felt she was restricted due to resort availabilityBased upon Ms*** request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective July 14, and issued a full refundThe initial down payment of $plus six (6) payments of $have been credited back to the credit card we have on filePlease be aware that it may take approximately seven (7) to ten (10) business days for the refund to post depending upon the financial institution that Ms*** banks withWe would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involvedSincerely, *** *** Resolution Specialist Office of the President

March 4,
Re: Ted F* Case No***
Dear Sir or Madam:
We would like to thank you for bringing MrTed F* correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts
We have reviewed the additional information provided by MrF* and our position remains the same on this matter and no refund will be issuedOur decision is based on several factsThe fact that our records indicate that Christina S*** did not make our company aware of any dissatisfaction with the resort until MrF* mentioned it in his complaint dated January 22, MsS*** stay was a year ago on January 31,
Further, MrF* researched the resort in Barbados and made his reservation on lineUpon arrival, MrF* indicated he felt the resort was unacceptable, left and stayed at an All-Inclusive resort where he spent $2,for the weekOur records indicate that MrF* did not make us aware of any discrepancy until his return, therefore not allowing us the opportunity to resolve any issues during his stay
We have informed MrF* that we do not own nor are we responsible for the operation of the hotels or resortsAs compensation for his inconvenience, we did re-activate his certificateWe have, however, taken MrF* feedback regarding the resorts and have made the appropriate departments aware of their dissatisfaction
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***
*** ***
Office of the President

Re: *** *** File No*** Dear Sir or Madam: We would like to thank you for bringing Ms*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like
to provide you with the facts. When a mall shopper meets with one of our account managers, they typically supply their name, phone number contact and email address. The shopper is entered into a raffle. The shopper is also then eligible for additional savings benefits through the Sears Vacation program. The information provided by the mall shopper is never sold to a third party. Based on Ms*** request to not be contacted about the vacation benefits, we have placed her on our company’s Do Not Call list. This will include the phone number, email address and mailing address for both the contact information on the complaint, as well as the information in our records. Our company complies with federal and state laws and regulation and is committed to protecting and respecting consumer privacy rights. 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, *** *** Resolution Specialist Office of the President

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

November 15,
Re: Monica Al-B*** *** Dear Sir/Madam:
We would like to thank you for bringing MrsAl-B*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter
Our agency is in receipt of MrsAl-B*** request to be removed from all of our agencies call campaignsWe cannot unsubscribe her from our email distribution as she will have to make this election through the website on her own
We have marked the members account with a Do Not Call notationAdditionally, we have sent a request to our Dialer Admin Team and requested that all information including phone numbers be removed from any dialer marketing campaigns
Once a request has been made, ICE will add the telephone number(s) to its Company Do Not Call List within thirty (30) daysIt is the consumer’s responsibility to inform ICE if the consumer’s telephone number(s) changeDuring the removal period there is the possibility that MrsAl-B*** can receive intermittent calls from our agency until the removal is complete
ICE complies with federal and state laws and regulation and is committed to protecting and respecting consumer privacy rightsICE consults federal and state registries to ensure compliance with Do Not Call requirementsConsumers may place their number(s) on the National Do Not Call Registry by calling ###-###-#### or on-line at www.donotcall.gov
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***
Resolution Specialist
Office of the President

June 12,
Re: Jennifer A*** Case # *** Our Account # ***
Dear Sir / Madam:
We would like to thank you for bringing MsJennifer A*** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe 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 MsA*** and MrHassan B*** participated in our tour and presentation of the Sears Vacations Direct Access program and purchased a vacation package on October 29, The cost of the package was $2,with a down payment of $followed by thirty-six (36) payments of $per month
Based on MsAl*** and MrB*** request to no longer remain in the program, and in the interest of customer satisfaction we have cancelled the package and issued a full refund effective June 5,
Furthermore, we spoke to MrB*** on June 5, regarding the cancellation and refund and he expressed his appreciationOur records further indicate that we sent him a cancellation confirmation email on June 5,
.We would like to thank you for proving us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved
Sincerely,
Jannelle B***
Resolution Specialist
Office of the President

April 21,
Re: *** *** Case # *** *** *** * ***
Dear Sir / Madam:
We would like to thank you for bringing Mr*** *** correspondence to our attention and for giving our organization the opportunity to research this matter thoroughlyWe have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter
Thank you for providing the additional information which allowed me to locate the correct accountOur records indicate that Mr*** booked a cruise to the Southern Caribbean on November 19, As standard policy, we conduct a validation at the time of booking, which outlines the details of the reservationDuring the validation, Mr*** authorized the booking agent, Mashawn, to charge his Visa credit card ending in the amount of $The cost of $represented the cost for the trip insurance through a third party vendor CSA Insurance and was paid directly to CSA Insurance
Mr*** later cancelled the trip insurance on November 24, According to Sonia at CSA Insurance, their records indicate that the $in question, was returned to Mr*** Visa credit card ending in on November 24,
In Mr*** complaint, he stated that the credit card used for the refund was not hisAccording to our records, and the above referenced validation, the Visa credit card ending in is the credit card Mr*** provided to Mashawn, when booking the cruise and used for both the original cruise deposit and the payment of the trip insurance
Mr*** can contact his credit card company, who will provide him evidence of the 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