Rice Drywall & Plaster

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 $500 future credit voucher will close this matterwe would otherwise never consider using this company [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Great Value Vacations mailed [redacted] a check for $1897 on July *, 2016.  Our records indicate that [redacted] cashed this check on July *, 2016.
Regards,
[redacted]

This package was sold and delivered as advertised. Iceland has risen in popularity as a travel destination and during peak season hotels fill up quickly. Regrettably, we were unable to accommodate the clients at the Grand Hotel and instead booked them at the Hotel [redacted]. Both hotels are...

4 star properties. Rates at both hotels are comparable. The package description from our website regarding accommodations states very clearly: “Grand Hotel, or similar”. Our documentation also states: “Where an alternate hotel is confirmed please be assured that it will be of similar standard to the advertised hotel. Please consult your final travel documentation (Travel Vouchers) for the final hotel list.” The final hotel list was provided on August **, 2016, via email shortly after the clients booked the package. The same itinerary was provided in the customer’s account 4 months prior to departure. Great Value Vacations was not given the opportunity to resolve the customer’s dissatisfaction with not being placed in the Grand Hotel before they took the trip on December **, 2016, despite this information being provided on August **, 2016. This was not brought to our attention at any time prior to departure. We would have made every effort to relocate the client to another hotel. Local phone numbers were provided for any issues in destination, as well as Great Value Vacations’ 24/7 emergency desk phone information. We were not contacted while the customer was in Iceland. The clients did not contact us until after they returned from vacation and at that point there is nothing we can do about the hotel location. The Hotel [redacted], is a beautiful, modern hotel located in one of the greenest areas in Reykjavik, with access to expansive stretches of trails and pathways, Nautholsvik Geothermal beach area, bird-watching, and located 1 mile from the domestic airport. We understand the client was not happy with the location and have issued a partial refund. To be clear – this package did not include a “New Year’s Eve Dinner with fireworks and rooftop celebration”. The customer claims that they did not receive this feature because of the hotel they were placed in. This was not the case - A New Year’s Eve Dinner with fireworks and rooftop celebration was never advertised as it was never part of this package at any hotel. The package was advertised as including a New Year’s Eve dinner, which was provided at each hotel. There is no reference anywhere on our website or customer documentation advertising a rooftop celebration. We are sorry that the customer misunderstood the offering. In the interest of goodwill we have agreed to refund an additional $200.00. Breakfast was included at each hotel in the package. We are uncertain why the customers did not receive the breakfasts. Customers were refunded $300 on Jan [redacted] and the $200 future credit was instead refunded to the same credit card on file on Feb [redacted]. A total of $500 has been refunded to the customer. We believe this well compensates the customers for the breakfast they did not receive, as well as the dissatisfaction with the hotel location. Great Value Vacations hopes that the customers would consider giving us another opportunity in the future and would still like to offer a $200 credit for future travel.

We are sorry that you were placed in hotels with a lower star rating. We do try to provide hotels with equivalent star ratings when substitutions are necessary. Sometimes, however, due to limited hotel availability we are not always able to do so. We sincerely apologize if one of our agents spoke to...

you in a rude fashion. This is certainly not indicative of the level of customer service we strive to provide and we apologize that your inquiries were handled unprofessionally and with little effort to help you with your travel arrangements. We are concerned with the lack of customer service and will definitely be looking further into this internally and focusing on continued training for our staff. We do hope that you were still able to enjoy Greece and found the accommodations comfortable. We will be refunding you $200 per person for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Unfortuntely, there were multiple (conveniently unnamed) agents with whom I worked and I was given conflicting statements from each agent with whom I communicated. I WAS told that the date was no longer available and the claim that I was not, further demonstrates a lack of integrity within your agency. I understand that the single occupancy rate is standard; my complaint is that I specifically asked if that could be waved and was told yes. I have emails that document this but despite this you are not willing to honor what I was told and are trying to say that what I have written in black and white is not true. Moreover, your agency's practice of never providing an agent's name in response to any of my emails also demonstrates that your agents practice deception and plausible deniability. I no longer wish to receive services from your agency as I suspect your practices are fraudulent, or at best, dishonorable and incompetent.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The vacation package that [redacted] purchased included a rental vehicle that included Collision Damage Insurance.   This was advertised as one of the features of the vacation package.  We regret that [redacted] had difficulties with Hertz regarding the deductible portion of her...

claim.  Great Value Vacations is disappointed that we have been unable to persuade Hertz to refund [redacted] the deductible charged.  As a gesture of goodwill Great Value Vacations has mailed [redacted] a check reimbursing her for the $1897 that Hertz charged her for the insurance deductible portion of the collision damage waiver on the rental vehicle.

Dear [redacted] , It has come to my attention that you had an unpleasant experience with some parts on your recent trip to Europe.  We are sincerely sorry that your stays in Ireland and Scotland were such a disappointment due to some misunderstandings.  We regret that the services...

you received did not meet your expectations, and appreciate you taking the time to share your concerns.  We, at Great Value Vacations, pride ourselves on offering premium vacation packages and we are equally disappointed that your expectations were not met.Regarding the issue with Hertz (Scotland) the 260 GBP was for an upgrade to an automatic vehicle requested by you in destination, we reviewed your travel reservation and you booked and paid for a manual transmission vehicle. Dan D[redacted] car rental - items added / charged in destination - There was a fuel charge 75 euros, since refunded, Collision damage insurance 57 euros, airport pick up 20 euros, tire glass coverage 15 euros.  As well Dan D[redacted] stated that there were two unpaid tolls equaling 22.10 (if you have receipts showing you paid these we can reimburse you for this)Baggage Fees - 66 GBP we will refunded to you despite this additional charge being mentioned in your documentation.The B&B's - we will refund you 20 euros for the Dublin city surcharge fee and 20 euros for the breakfast you stated you did not receive.We will refund you $132.50 in total via check, we apologize for any inconvenience or confusion this matter may have caused you.   Of course, we do not want our customers to be disappointed with any aspect of their vacation and as a gesture of goodwill Great Value Vacations is offering a future travel credit in the amount of $ XXXXXXX.  This credit is not redeemable for cash, is non-transferrable and must be redeemed by December *, 2016.  Please reference reservation number XXXXXXXX when booking your travel.   We are sorry you experienced any dissatisfaction on your vacation.  That is certainly not the outcome we hope for when we put our packages together.  Thank you for taking the time to provide us your feedback.  It is very important to us and information from our customers helps us improve our vacation offerings.  Your feeback has been sent to our management team.   We look forward to welcoming you back on another journey with Great Value Vacations.

The hotels included in this vacation package were listed and known prior to purchase.  A full refund is not warrented as we have not misrepresented any hotel location.  Below is what was listed on our website and Groupon website: Round-trip economy class airfare to Rome (FCO) and from...

Venice (VCE)Hertz Manual intermediate car2 nights in Rome area at the Villa Mercede or similar4 nights in Tuscany at the Fattoria degli Usignoli (2 bedroom apartment) or similar2 nights in Treviso at the Villa Park BolognesePLUS!Breakfast DailyWine tasting at Castello Di MeletoWine tasting at Fattoria San MicheleBelow is our response to the client's comments which they have also posted on our TrustPilot review site:Dear [redacted]: While we appreciate your candid feedback we must point out that the hotels included in your vacation package were as listed on our website and Groupon's website.Hotel names were disclosed at advertising to allow for potential travelers to review and decide if this vacation package fits what they were looking for. In fact, we did list the lasthotel in Treviso - not Venice Island. When you contacted our office on Day 4 of your trip we understood that you had already re-designed the remainder of your vacation as youwere not happy with hotel locations. As you have indicated in your review, your concerns have already been reviewed by our Customer Service Department and the compensationoffered was as a gesture of goodwill for your disappointment with the Rome hotel itself and the wine tastings (although the date error was corrected and your vouchers were updatedprior to the start of our trip). This refund has been processed and should be posted to your account within the week. Although we never like to receive such poor reviews as theydon't indicate the feeling of the majority of our travelers we do hope that readers will take from this the importance of determining whether a specific vacation package is what theyare looking for based on their travel interests.Best regards:  Great Value Vacations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company's response is not accurate, though I'm glad they recognize my assessment is candid as they state (definition of "candid" is: honest, truthful, straightforward). They are still advertising the same misinformation via email, web, and [redacted] party partners. Everything I'm listing here is easily found via search engine or simply by looking through their web site.I did not wait until the 4th day to call. Icontacted the only number provided for contacting Great Value Vacations on the first day of our trip (not the 4th)—an emergency weekend number. The agent I discussed the trip with said she couldn't help and told us to call back the following Monday (the 4th day). She said the trip sounded awful and she wouldn't have booked it. That call was recorded, so you can listen to it to verify. When we called, they said to finish the trip and sort things out when we came home. I did not agree to the refund. The refund offered was approximately 5% of the value of the trip. I told them that wasn't adequate compensation, they've elected to process it anyway. It is still not adequate.The hotel information is misrepresented or completely innaccurate. The advertising materials we were sent, including what we found on the [redacted] party site, promotional emails, and later in emails with the company's customer service team (and what is still shown in their advertising and site) either specify the locations as Rome, Florence, and Venice (they aren't) or list the travel times as being significantly less than they actually are. There was no reason to map the travel times before booking the trip, because we were buying a trip to those locations and the itinerary makes recommendations for what to do day-by-day, some of which is not possible to do based on the locations of the hotels provided. Rome and Venice specifically were misrepresented most egregiously at about twice the advertised travel times in the best conditions and not accounting for any train wait time (some trains only come every hour or more). The itinerary states the distance of the hotel in Rome as being "a few miles from the center of Rome" and "30 minutes you will be in front of the Colosseum". It's actually over 18 KM from the Colosseum and the train ride alone takes over 35 minutes under perfect travel conditions. Travelling to the train station can take another 20 minutes. Regardless, the hotel isn't in Rome. Our  itinerary has two hotels included. One is correct (Villa Mercede), one isn't (Fattoria Degli Usignoli). Perhaps a detail, but the name of the trip is advertised as the city names that you don't actually stay in.The itinerary suggests we take in the sites of the Vatican on September [redacted]. The Vatican is closed every Sunday.The itinerary shows two hotels in Rome as listed above. One was incorrect.The itinerary lists two different dates for one of the upgraded wine tastings. Only one is correct.The flights we bought were direct and later changed to connections.I specifically told the company that the refund amount was not adequate.The Tuscany location listed as Florence in the headlines and main advertising copy is shown later in the materials as being a short drive from Florence, Siena, Pisa, and a number of other areas that are not near each other.The Venice trip suggests it's a 20 minute drive to get to the city of Venice. There are no roads in the city of venice, and it would take 20 minutes to get to the train station or water taxi from the suggested hotel. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved pending correct action on the part of Great Value Vacations. I have attached an email from...

them confirming cancellation. I  also spoke to my credit card company and will let you know if the pending charge goes through and is not withdrawn by Great Value Vacations.Thank you for your assistance and support in this matter.
Sincerely,
[redacted]

[redacted] sent us an email at 3:41am on Jan 6th. As this email address is not intended for emergencies and is not monitored 24/7, as we do have a 24/7 emergency phone number,  it was responded to the morning of Jan 7th.  We immediately contacted B & B Ireland, who administers the...

individual B & Bs.  Due to a malfunction in their booking system the B & B owner was unable to verify the validity of [redacted]'s voucher. B & B Ireland immediately contacted the B & B owner to advise them that the voucher was valid. We called [redacted] back but were unable to reach him and left a voicemail. We were advised that the situation was sorted out and [redacted] did not have to pay out of pocket as all his vouchers were accepted.  We apologize for any inconvenience this caused [redacted].

Great Value Vacations would like to be clear that we do not sell “all-inclusive” vacations.  We do not describe our packages as all-inclusive.The vacation package that you purchased is not an all-inclusive package and we do not advertise anywhere that it is.  This package included...

roundtrip airfare, hotel/B&B accommodations, and a manual vehicle.  Upgrade to an automatic vehicle or collision damage waiver (CDW) is optional and, when chosen, additional. 
When you booked the package for your son and daughter-in-law our agent did ask if you wanted to purchase CDW but you declined it.  Some customers have CDW coverage through their credit card benefits. Others, such as yourself, purchase travel insurance that provides this benefit.  Rental agencies cannot rent a car that is not covered by insurance.  The choices are to purchase CDW through Great Value Vacations, which was offered to you but declined, purchase it from Dan D[redacted] upon arrival, or use benefits available to you through credit card or other third party avenues. 
When you present a third party policy, car rental agencies will place a hold on a credit card.  The amounts can vary – and can be up to the full value of the vehicle. By declining their CDW offer, the renter is liable for the full deductible (which can equal the cost of the car). Because of this, the car-rental company may put a hold on your credit card for the full value of the car.  This is standard among European car rental companies and this is stated in our Terms and Conditions on our website.  This is also addressed in our Frequently Asked Questions (FAQs question: “Should I purchase car rental insurance?”) available both on our website and also delivered to your son and daughter-in-law’s Account with Great Value Vacations along with all their travel documents.  There is an additional document in your son and daughter-in-law’s Account, Important Travel Document, which also addresses this 3,000 Euro hold on the credit card.  Finally, this information is also presented on our website on each vacation package page when you are viewing the rental car options. 
Dan D[redacted] was willing to accept the CDW through your son’s travel policy however, in doing so would place a 3,000 Euro hold on a credit card, to be released when the vehicle was returned.  They were not charging 3,000 Euros. We are sorry that this was misunderstood. In lieu of that hold Dan D[redacted] had no choice but to sell your son their CDW policy so that the rented vehicle was covered.
We always strive to provide as much information as possible to our customers and are sorry that you did not find the information regarding CDW.  We will review our documentation to see where we can improve.  Please accept our offer for a gift certificate for your son and daughter-in-law for $250 off future travel. We hope that you will consider planning another trip with us.
Regards,
Great Value Vacations

Dear [redacted],We show compensation of$546.45 was paid to [redacted] on Sep **, 2015. This amount represents the cost of the hotels in question and goodwill to the client.Best regards,Harpaul E[redacted]Great Value Vacations

Great Value Vacations offers fixed, predesigned packages.  We are unable to customize itineraries.  We are sorry there was a misunderstanding of our customization limitations.  Great Value Vacations wants all our customers to be happy with their vacations and since we are unable to...

assist in customizing your itinerary we have cancelled and fully refunded your package.