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Smartravel, LLC

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Smartravel, LLC Reviews (7)

Attached please find our response to this matter Feel free to contact me if you should require anything further.---Ms [redacted] ,Thank you for your letter dated November 13, regarding [redacted] I was sorry to hear that Ms [redacted] was displeased with the Vacation Program Agreement that she purchased on June 13, It is never our intention to displease our clients, and it is always disheartening to learn that a valuable customer might be dissatisfied.In the spirit of full disclosure, we feel that numerous errors and oversights were made in the administration and servicing of Ms [redacted] ’s account, leading to the frustrations that she outlined in her letter to your office While it would be of little solace for Ms [redacted] , these shortcomings have led to numerous changes to our processes to ensure that such missteps are avoided in the futureAfter reviewing Ms [redacted] ’s account, we are pleased to report that our Executive Team was able to discuss this matter with her and reach an amicable resolution This resolution included the refunds that Ms [redacted] mentioned in her letter to your office, as well as the successful procurement of a vacation week for her to use Our records indicate that Ms [redacted] was satisfied with this resolution, and we look forward to assisting her with many future vacations.We trust this resolves the complaint and ask to be notified if it is not considered resolved Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####Sincerely, Ed C [redacted] SrManager, Customer Care SmarTravel, LLC

Smartravel Highland Park Blvd Wilkes-Barre, Pa July 20, Revdex.com Complaint [redacted] ***ID # [redacted] To whom it may concern, I received a Revdex.com complaint regarding [redacted] ***She attended a promotional seminar with Smartravel on 12/02/at which time she chose to purchase a vacation program with us [redacted] contacted our office on 12/03/informing us that she felt it was in her best interest to cancel her contract with us as she was not finding it to be in her best interest financiallyAs with all our clients, we offer to modify the agreement for them to a plan that is more affordableIf the client still finds that the offers made do not meet their need, we will honor the cancellationSpeaking with Ms***, she accepted a revision, stating the offer we made would definitely work better for her On 06/16/2015, Ms [redacted] called again and spoke with me directlyAt that time she expressed that she had just lost her job and again was feeling that she was not able to afford even the modified agreementI once again assisted her by offering to defer a monthly paymentI informed Ms [redacted] that I would be more than happy to defer both her monthly payment of $through [redacted] as well as her Service Charge through [redacted] of $I deferred her payments for July and August, resuming in September [redacted] sounded very pleased with this offer At this point I have not received a call backAs always, we are happy to speak with her and get this resolvedShe can contact our office Monday through Friday between 9am and 9pm or Saturday between 9am and 5pm EST Thank you for your time and attention to this matter Sincerely, Sandra S [redacted] Manager, Smartravel ###-###-#### [redacted]

July 6, Revdex.com Complaint*** *** *** *** ***
*** ** ***ID #***To whom it may concern,On 07/03/2015, I spoke with *** *** *** regarding her concerns with her program through Smartravel*** stated that she was under the impression that her account
had previously been cancelled by one of our representatives shortly after joining the program I apologized to her and explained that there would have been certain steps that would have been issued to ensure that the account cancelledI explained that it was not cancelled I asked what changed that she was requesting cancellation She stated that the plan just didn’t work for her and was not of interest or value to her I asked Ms*** how she would like to have this resolved at this time She said she wasn’t asking for a refund and just to cancel the remaining agreement with no further financial or contractual obligations We also felt that it is everyone’s best interest to release Ms*** from the obligation I explained the steps of cancellation and sent the Contractual Termination Release Agreement to Ms*** and emailed her a copy Ms*** kindly signed the agreement and sent it back to me with her acceptance to terminate the contract with no refund.I trust that this will resolve any issues and concerns brought to the attention of The Revdex.com by *** *** Should you have any questions or need any further assistance regarding this issue, please feel free to contact our Customer Service department at *** Sincerely,Sandra S*Manager,***
***
***

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is almost satisfactory to me I was actually contacted directly from the President of the company, David W***, who informed me that had I not CC’d him on my email, he would probably have not learned about it from Ed and the Executive team David and I came to an agreement that *** and I would receive free vacations as well as the money that was promised to me(which he could not explain or understand why it was offered to me in the first place)After taking those vacations, if *** and I are still not satisfied with the customer service, booking, or any other reason, we will be given a FULL refund of our money I am glad to say that David stepped right in and handled things with the utmost importanceI was very shocked, and pleased, that the President of the company took the time to reach out to me directly, when I had been told so many times that he would in fact NEVER do that sort of thing! Had it not been for him actually making me feel like the “valued customers” we were promised to be treated like, I would have zero faith in this company David made sure to listen to my story in full detail, and then went on to fully explain to me what he was going to do to fix it To my knowledge, he did what he promised me he would do! We have since taken our first family vacation, and I cannot say enough how wonderful it wasWhile there were some minor isssues with the property, we are looking forward to seeing what else this company has to offer before making our final decision.
Regards,
*** ***

Attached please find our response to this matter.  Feel free to contact me if you should require anything further.---Ms. [redacted],Thank you for your letter dated November 13, 2017 regarding [redacted].  I was sorry to hear that Ms. [redacted] was displeased with the Vacation Program...

Agreement that she purchased on June 13, 2014.  It is never our intention to displease our clients, and it is always disheartening to learn that a valuable customer might be dissatisfied.In the spirit of full disclosure, we feel that numerous errors and oversights were made in the administration and servicing of Ms. [redacted]’s account, leading to the frustrations that she outlined in her letter to your office.  While it would be of little solace for Ms. [redacted], these shortcomings have led to numerous changes to our processes to ensure that such missteps are avoided in the future. After reviewing Ms. [redacted]’s account, we are pleased to report that our Executive Team was able to discuss this matter with her and reach an amicable resolution.  This resolution included the refunds that Ms. [redacted] mentioned in her letter to your office, as well as the successful procurement of a vacation week for her to use.  Our records indicate that Ms. [redacted] was satisfied with this resolution, and we look forward to assisting her with many future vacations.We trust this resolves the complaint and ask to be notified if it is not considered resolved.   Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####. Sincerely, Ed C[redacted] Sr. Manager, Customer Care SmarTravel, LLC.

Smartravel
264 Highland Park Blvd
Wilkes-Barre, Pa 18702

July 20, 2015
Revdex.com Complaint
[redacted]ID #[redacted]
To whom it may concern,
I received a Revdex.com complaint regarding [redacted]. She attended a promotional seminar with...

Smartravel on 12/02/2014 at which time she chose to purchase a vacation program with us. [redacted] contacted our office on 12/03/2014 informing us that she felt it was in her best interest to cancel her contract with us as she was not finding it to be in her best interest financially. As with all our clients, we offer to modify the agreement for them to a plan that is more affordable. If the client still finds that the offers made do not meet their need, we will honor the cancellation. Speaking with Ms. [redacted], she accepted a revision, stating the offer we made would definitely work better for her.
On 06/16/2015, Ms. [redacted] called again and spoke with me directly. At that time she expressed that she had just lost her job and again was feeling that she was not able to afford even the modified agreement. I once again assisted her by offering to defer a monthly payment. I informed Ms. [redacted] that I would be more than happy to defer both her monthly payment of $147.15 through [redacted] as well as her Service Charge through [redacted] of $30.75. I deferred her payments for July and August, resuming in September. [redacted] sounded very pleased with this offer.
At this point I have not received a call back. As always, we are happy to speak with her and get this resolved. She can contact our office Monday through Friday between 9am and 9pm or Saturday between 9am and 5pm EST.
Thank you for your time and attention to this matter.

Sincerely,
Sandra S[redacted]
Manager,
Smartravel
###-###-####
[redacted]

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please...

contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. 
Regards,
[redacted]---Good morning! I just wanted to let you know that the disputed amount on my claim has been refunded to us.  Thank you for your assistance on this.  [redacted]

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