Sundance Vacations,
Inc
Highland Park Boulevard
Wilkes
Barre, PA
November
24,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
*** ***
Birney Avenue
Moosic,
PA
RE:
*** ***, ID ***
*** ***:
Thank
you for your letter dated November 14, regarding a complaint that was
filed by *** ***After receiving your letter a manager from our customer
service department contacted *** *** to discuss his complaintDuring the
conversation *** *** explained his misunderstanding of our excess inventory benefit;
specifically that he thought he did not have access to it when in fact he did
*** *** further explained that he no longer wanted the financial commitment
of his vacation programWe advised *** *** that in the interest of customer
service we would cancel his account upon the receipt of an executed
Confidential Termination and Release AgreementThat same day we sent *** *** his Confidential Termination and Release AgreementOnce the executed
document is received in our office we will immediately finalize the
cancellation of *** ***’ account
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
y is it so hard to write a review of this business? TAN, sundance vacations, and they own the bank that loans you the money that collusion doesn't bother me its the way they just soak you of all your money for years and years and they pick the lower class, and lower middle class MY EXPERIENCE; well I should just cut and paste all the complaints everyone else has and put in here ITS SO WEIRD , how they seem to be resolved, almost like this is gangster, mob I saw a blurb on the news, and they wouldn't refund there money y on here are the very few, compared to the thousands of ripped off customers, on this site? this a joke says, not Revdex.com accredited, but I found a site where it said it was and the Revdex.com site, was pushing an ad for tan??? I've always known Revdex.com was a definite possibility for corruption, since you have to pay to play few people know that y when you search Revdex.com, does this site come up so much?
February 17, Thank you for your letter dated January 30, regarding *** ***I was sorry to learn of *** ***’s difficulties in utilizing the vacations promised to him through the Vacation Program AgreementAfter our first attempts at contacting the ***’s proved unsuccessful, and after your response to them spurred them to discuss the issue with us we were able to reach a resolution to their complaintOn February 16, a customer service representative contacted *** *** and informed him that in the interest of providing exceptional customer service we would agree to cancel his Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with itAs a result of us taking this action, all parties have been released from their contractual obligations, and Sundance Vacations has issued a refund in the amount of $3,to the ***s*** *** informed us that this resolution was fair, in light of the fact that they had used two of the vacation weeks they had purchased.We trust this resolves *** ***’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at (***Sincerely,
Ed CSrManager, Customer Service
My husband and I went to a seminar We had a blast and don't feel it was HIGH pressure We didn't buy a vacation but did get a cruise for and a dinner rebate I booked the cruise and mailed the dinner voucher in yesterday I did recommend the seminar to my daughter and her fiancé, they did buy a 4k vacation package and gave us their cruise so we can take their kids on cruise with us while they use a trip from their new package!!
Sundance Vacations, Inc
Highland Park Boulevard
Wilkes Barre, PA
August 6,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
Birney Avenue
Moosic, PA
RE: *** ***, ID ***
*** ***:
Thank you your letter dated August 4, regarding a complaint that was filed by *** ***. I was sorry to hear of *** ***’s dissatisfaction with the properties that are available for use through her vacation programAfter receiving your letter a manager from our Customer Service department made several attempts to contact *** *** to discuss her complaintOur attempts were as follows;
August 4, 2014- call attempt at 2:15pm, *** *** answered the phone and asked if she could call us back at a later timeWe never received a return phone call
August 4, 2014- call attempt at 5:08pm, we left a message requesting that the customer call us back
August 5, 2014- call attempt at 4:57pm, we left a message requesting that the customer call us back
Unfortunately our attempts to reach *** *** were unsuccessful as she did not return any of our phone callsIf *** *** would like to discuss her complaint I would encourage her to contact our customer service department at her earliest convenience
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations
February 17, 2016Thank you for your letter dated February 11, regarding *** ***I was sorry to learn about the ***’s dissatisfaction with the accommodations that were offered for use on our website, although a review of our records indicates that there were no attempts
made to actually use any of the vacations offered through our services.Upon receiving your letter we reviewed the ***’s account and decided that in the interest of customer service we would honor their desired settlement to this complaint and cancel the contract that is associated with their vacation programOn February 17, we emailed our standard cancellation and release forms to the email address we have on file for the ***s and we have yet to receive them backAs soon as we receive the executed documents back from the ***s, their Vacation Program Agreement will be effectively cancelled and both parties will be released from any and all future obligationsWe will also issue a refund of the $that the ***s have paid towards the Vacation Program Agreement thus farWe trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at ###-###-####Sincerely,
Ed CSrManager, Customer Service
Sundance Vacations,
Inc
Highland Park Boulevard
Wilkes
Barre, PA
August
12,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
*** ***
Birney Avenue
Moosic,
PA
RE:
*** ***, ID ***
*** ***:
Thank
you for your letter dated August 10, regarding a complaint that was filed
by *** ***After receiving your letter I reviewed *** ***’s
account and found that she spoke with a representative from our customer
service department on August 10, During the conversation *** ***
explained how purchasing the vacation package has resulted in a financial
hardship for herWe advised *** *** that although there has been no
breach of contract on the seller’s part, in the interest of customer service we
would cancel her account upon the receipt of an executed Confidential
Termination and Release AgreementThat same day we sent *** *** her Confidential
Termination and Release AgreementThe executed document was received in our
office that same day and we immediately finalized the cancellation of *** ***’
account
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
Sundance Vacations,
Inc
*** *** *** ***
*** *** ** ***
*
*
*** ** ***
*
*
*** ** *** *** ** *** *** ***
*** *** ***
*** *** ***
*** ** ***
*
*** *** *** ** ***
*
*
*** ***
*
*
Thank
you your letter dated June 5, regarding a complaint that was filed by *** ***. I was sorry to hear of *** ***
misunderstanding regarding the vacation program that she purchased from us on
July 19, After receiving your letter a representative from our Customer
Service department made several attempts to contact *** *** to discuss her
complaintOur attempts were as follows;
June 5, 2015- call attempt, we
left a message requesting that the customer call us back
June 6, 2015- call attempt, we
left a message requesting that the customer call us back
June 8, 2015- call attempt, we
left a message requesting that the customer call us back
Unfortunately
our attempts to reach *** *** were unsuccessful as she did not return any
of our phone callsIf *** *** would like to discuss her complaint I
would encourage her to contact our customer service department at her earliest
convenience
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc
Highland Park Boulevard
Wilkes Barre, PA
May 15,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
*** *** ***
*** ** ***
RE: *** ***, ID ***
***:
Thank you for your letter dated May 13, regarding a complaint that was filed by *** ***After receiving your letter a manager from our customer service department was able to speak with *** in regard to her complaintUnfortunately *** explained that as a result of reading online complaints, she chose to file a complaint with your office instead of giving us the opportunity to resolve her concerns*** then explained her confusion with regard to the fees that are associated with her promotional giftWe clarified the multiple points of disclosure for the fees in questions, which *** immediately recalledWe explained to *** that although there has been no breach of contract on the seller’s part, in the interest of customer service we will cancel her account (with refund) upon the receipt of an executed Confidential Termination, Release and Refund AgreementWe have emailed *** a Confidential Termination, Release and Refund Agreement to start the cancellation processOnce we receive the completed document we will finalize the cancellation of ***’s account
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations
Sundance Vacations, Inc
Highland Park Boulevard
Wilkes Barre, PA
May 21,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
Birney Avenue
Moosic, PA
RE: *** ***, ID ***
***:
Thank you for your letter dated May 20, regarding a complaint that was filed by *** ***After receiving your letter a manager from our customer service department contacted *** to discuss her complaintDuring the conversation *** explained her concerns with regard to the quality of the units that she booked on two separate occasions through her vacation programWe advised *** that in the interest of customer service we would cancel her account (with a partial refund) upon the receipt of an executed Confidential Termination, Release and Refund AgreementThe call ended and we sent *** her Confidential Termination, Release and Refund AgreementOnce we receive the completed document we will finalize the cancellation of ***’s account
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations
From: *** ***Date: Mon, Oct 12, at 4:PMSubject: Re complaint #***To: [email protected]
I am writing you in regards to a complaint that was submitted on May 1st, I was under the impression after speaking with Sundance Vacations client resolution team, that this matter was resolvedHowever, they have now sent me to collections and still have this contract activeI was told by the resolution team this contract was being terminated and I would not be billed. I have contacted both their financing department *** *** of whom is sending me the collection notices and I they referred me to the client resolution department###-###-####I left a messageCould you please forward me the messages between myself and the Revdex.comI tried to click on the email link provided but it is no longer availableBoth myself and my wife can be reached via email or directly @ ###-###-#### or ###-###-#### I look forward to hearing from you in the near futureThank you, *** & *** ***
Sundance Vacations
*** *** *** ***
Wilkes-Barre, Pa
###-###-####
###-###-#### (fax)
July 16,
Revdex.com Complaint
*** *** *** *** *** *** *** ***
Deptford, NJ
ID # ***
To whom it may concern,
On
07/13/2015, I received a Revdex.com complaint regarding *** P*** & *** *** and their desire to cancel their vacation program*** and *** attended a vacation seminar on Saturday 07/11/2015, where they choose to purchase a vacation program with Sundance VacationFirst thing Monday morning 07/13/at 9:am, *** contacted our office expressing his intent to cancel his vacation programJust as with all clients we offer to amend and modify the agreement for them first to see if there might be a more affordable option for them*** declined the offer that was madeWithout hesitation we agreed to start the cancellation process for himWe explained what the Confidential Termination Release Agreement was and that he would need to electronically sign it and email it back to us and once we receive it, the agreement will be cancelled and his refund will be processed
That Release agreement was emailed to him on 07/13/*** was informed that he needs to sign that and send it back to us within daysAt this point his account is in a pending cancellation statusAs soon as we receive that signed agreement, we will be issuing a refund in the amount of $In speaking with ***, it is our understanding that everything has been resolved to his satisfaction
I trust that this will resolve any issues and concerns brought to the attention of The Revdex.com by *** *** and *** P***
Should you have any questions or need any further assistance regarding this issue, please feel free to contact me directly at ###-###-#### X or toll free at ###-###-####I can also be reached via e-mail at ***
Thank you for your time and attention to this matter
Sandra S***
Manager,
Sundance Vacations
***
[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 ***. I'm not happy with the outcome but there is nothing more I can do.Thank you for your attention
Regards,
*** ***
[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 is satisfactory to me.
Regards,
*** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
On January 4, after speaking on the phone with MrRichard M*** at Sundance (he called me following my last refute of how Sundance was handling my concerns/denying full refund and Sundance receiving further communication from the Revdex.com that I was refuting), MrM*** agreed to give me a full refund, but said I must sign a "Confidential Termination, Release, and Refund agreement" and that he would send to me via e-mailWhen I asked why I could not have my full refund without signing this document, he insisted that it just must be signedHe e-mailed me a copy of this agreement and upon my review, the agreement was dated incorrectly (as Dec22, when it should have been created and dated per our conversation on January 4, 2016)This agreement also mentioned a girl I originally spoke with who I had requested a full refund from (named Jessica in the letter, but her last name was conveniently omitted from the letter)Please see MrM***'s response when I asked him why the agreement was not dated accurately and did not state who Jessica was:
"*** ***,
You initially spoke with Jessica A*** on 12/22/requesting cancellation, she prepared all of your paperwork in the event that you would come to the mutual decision to cancel your account. However, at the end of your conversation, you accepted her offer to amend your agreement to weeks Paid in Full. Your paperwork was already saved in our system, and unfortunately the old paperwork was generated and sent to you.
I apologize for the error and any confusion. Please find attached the new paperwork with the correct date and name information. As we discussed, my last name is M***.
Sincerely,
Rich M***
New Client Services
Sundance Vacations
###-###-####"
*It is important to note that this Jessica A*** woman refused to give me a full refund (was trying to stick me with an open account/vacation package by making me use 2, 7-day vacations and pay a $30/month service charge to keep the account open) and also insisted I sign a document for this to happen (otherwise the vacation package would continue "as is" and I would continue to be charged monthly until the package was completely paid off)Why then if she said she absolutely could not give me a full refund would she have drafted paperwork on Dec22, for me to sign for a full refund? Something doesn't add up, right?
After I questioned the incorrect date on paperwork and mention of "Jessica" instead of "Rich M***", on January 5, a revised "contract" was e-mailed to me by the alleged MrRichard M*** at Sundance with a revised date of when I spoke with MrM*** and he included his name on the paperwork instead of this vague "Jessica"MrM*** did say that Sundance would issue me a full refund (downpayment I made would be credited back to my credit card and a check would be made out and sent to me for the monthly payments made from my bank account), but stated that in order to receive my full refund this contract must be signedPlease see the language of the exact contract copied and pasted below:
"Re: Confidential Termination, Release and Refund Agreement
Dear *** ***, Agreed to and Accepted as of this ____ of ______________, 20__
rev
We appreciate the opportunity to resolve your concerns related to your purchase of a Vacation Program Agreement (the
“Package”) from Sundance Vacations (the “Seller”)The Package between the Seller and you (the “Traveler”) is a noncancelable
agreement and is not subject to any period of rescission in the governing stateHowever, in the interest of
customer service and in consideration of your execution, delivery and performance under this Confidential Termination,
Release and Refund Agreement, Seller shall terminate Traveler’s Package, releasing you from the obligations due and
owing thereunder, and will provide you with the refund payment listed below
Traveler accepts the above-referenced termination, release and refund as full and final consideration for any and all
claims against Seller, Travel Advantage Network, Incand any financial institution associated with the purchase of your
PackageTraveler agrees not to disclose, reveal, publicize, post or convey the terms of this agreement or any of the facts
forming the subject matter of your claims to anyone other than your professional advisors, except as may be required by
law
The purpose of this agreement is to memorialize, for the benefit of both you and the Seller, the cancellation and release
of both parties from the obligations of the Package purchased
Very truly yours,
Richard
Sundance Vacations
c/o New Client Services *** *** *** *** Wilkes-Barre, PA
Attn: New Client Services
Email: ***@vacmail.com
Fax: ###-###-####
Phone: ###-###-####"
Sundance is claiming (not just verbally any more, but in this written agreement) that this vacation package "is noncancelable" and "not subject to any period of rescission in the governing state" even in this termination agreementThis is a question to the Revdex.com-How can Sundance Vacations try to force someone to sign a document to cancel a vacation package/agreement that has been falsely advertised (critical details of the vacation packages are omitted during sales such as how very limited the vacation options are for dates and venues to stay at in addition to upcharges and other cleverly "omitted" details/caveats)? Then when I review this termination agreement Sundance wants to force you to sign, it is essentially a "gag order" trying to deny my First Amendment right to freedom of speechA key sentence in the agreement is "Traveler agrees not to disclose, reveal, publicize, post or convey the terms of this agreement or any of the facts forming the subject matter of your claims to anyone other than your professional advisors, except as may be required by law." Sundance Vacations does not want people to know what kind of business they are operatingThat is quite clear at this point! I would also like to point this out as a clear example of "blackmail"-Sundance says we'll give you your full refund if you shut up and don't tell anyone about your honest experiences with the company.
My interactions with Sundance Vacations have set off many red flags for me (the more I have to interact with them)I strongly suspect based on my experiences and hearing of others' experiences that they are likely to commit fraud/criminal acts to make a profit from honest, hard working peopleI do not trust who I am speaking with when talking to these various folks at Sundance VacationsPrior to speaking with MrRichard M*** (one "n" in his last name he told me), the other women (Jessica and Sandra "Sandy") supposedly in corporate office who I spoke with would not give me their last names and did not include their last name on the agreements sent to me via e-mailIt is quite likely that some of these names may not even be real names-this is something that needs further investigation by Revdex.com if it hasn't occurred alreadyIf Sundance Vacations lies about so many other things and is deceitful to customers, why would proper identification of who you are speaking with be valued to them? Sundance Vacations has had many complaints brought against them (Revdex.com documented and otherwiseAt least people on social media against their practices) in the past and I want to know how they have gotten away with it as long as they have!
Sundance Vacations, *** *** *** (***) Inc., and the financial institution affiliated (*** financial) are likely all one companyI do know that Sundance Vacations and *** Financial have the same ownershipWhen something goes wrong (Example A: Customers are upset and want to cancel), they all claim you have to talk to someone in the "other office"By the time you get passed off and put on hold by them several times, you come to realize that something is upGocrv.com is another website to investigateSundance vacations gives away "promo vacations" (that they promote as free cruise or trip) to get people to come in to their regional offices and listen to their long speech on how great Sundance is and how their vacations are like "the Sam's club of vacations" and you get such a great deal getting the vacations at wholesale cost***.com says on its website that it specializes in "promotional certificate fulfillment processing"To process and schedule your "free" vacation, you have to complete several steps online and wait until you receive an e-mail with additional steps and send them a $booking fee that they say goes toward taxes and feesThen when you go to try to book the "free" vacation, they require you to select dates (must be at least days apart from one another) and they send you an e-mail when it is within days of the 1st date to call them and bookWhen you try to book they give you the run around (there is nothing available on these dates or your flight for people must leave from the same exact airport even if you don't live in the same area)So many stipulations that they know you will likely give up due to frustration!
Here is info about of the owners of Sundance:
"Tina D*** co-founded Sundance Vacations in with her partner and husband John D***In her years with the company, Tina grew Sundance Vacations from a small statelemarketing office to a leading provider of affordable wholesale vacations, with over employees and over 80,travelers nationwideTina's award winning vision has guided the growth of the company straight to the Inc500/Fastest Growing Companies List."
*It is interesting to note that Sundance Vacations started off as a telemarketing officeHow does a telemarketing office morph into a vacation company that is supposedly out to help people purchase affordable vacations? All about selling things to people and calling people to rope them into buying somethingSupposedly Gocrv.com started in There are clearly connections between Sundance and addresses in Florida (FtLauderdale-gocrv.com has address listed there)I am again demanding a full refund from Sundance Vacations (with no strings attached!-no agreement to sign that is signing away my freedom to speech and dignity) due to all of these reasonsIt has taken talking to people (person allegedly in customer dispute office and alleged managers) at Sundance Vacations with some conversations up to hour in length and numerous requests to give me my full refund) plus getting the Revdex.com involved to get to this pointI have repeatedly stated to Sundance Vacations that I do not want any further affiliation with this company and will not be coerced into electronically signing a document that is on their terms ONLY.
On behalf of myself and all of the others who Sundance Vacations has tried to scam/has scammed, Please do something about this company and ensure that people get their money back!
Sincerely,
*** ***
I contacted customer service as mentioned in the message We are working to resolve the issue They are to send both contract owners a release form When signed Sundance said they will issue a refund I would recommend you keep my file open until I receive the release formsThank you*** ***
and
*** ***
Complaint: ***
I am rejecting this response because:The company provided me with three options.Option 1: To cancel my account and mark it as paid with no reimbursement and nothing for the money that I have paid them
Options 2: Have my account marked as paid and get vacations for the money that we gave themThe company will continue to charge me a $300 annual fee for having the option to one day use the vacations which I do not wantOption 3: Keep as is paying the $/ month until it is paid in full and keep all the vacationsI requested that I talk this over with my husband first and Sandy told me I had the option to call her back in one hourAnother way of them trapping us into making a quick decisionAfter I said that an hour was unacceptable and I cannot make a decision in that time frame, the woman on the phone told me that there was nothing that she could doThe after a period of silence she said ok I guess we'll hear from you after the new yearThese three options are unacceptable I want to cancel my account and be reimbursed for what was paidNothing was ever usedI don't understand why this cannot be reimbursedI have never used any of the vacations and do not wish to continue to pay for themThe second and third are not an optionThe first option we do wish to cancel but how can a company keep money for something that was never usedI could understand if I used a vacation and owed the company money for that
Regards,
*** ***
Thank you for your letter dated April 22, regarding *** ***I was sorry to learn about Ms. ***’s displeasure about the contact attempts made in an effort to collect scheduled
paymentsI am also concerned about Ms***’s assertion that *** Financial, the organization responsible for the financing arrangement Ms*** entered in to, is in any way operating outside of applicable laws or regulations. Upon receiving your letter, we reviewed Ms***’s account in an effort to discover the facts surrounding this issueWe requested the phone records associated with Ms***’s account from a manager at *** Financial so that we could judge the extent of their collection effortsI have enclosed a copy of this report for your reference, and we ask that you notice that ***’s staff has never attempted to call Ms*** “times a day” as she claimedIn fact, there was never more than one call a day to each of the numbers affiliated with Ms***’s account, and never more than three times in one week. Ms*** also states that the manner in which *** Financial is contacting her is illegal, claiming that the use of an “automated dialing system” is being employedThis is also untrue, as the collections staff at *** Financial do not rely on any sort of automated systemTheir records indicate that one of their representatives explained that they use a “click-to-dial” system, which differs from an auto-dialer in that the representatives need to manually enter each and every account number in to the computer and inspect the notes before they click a button which does the dialing for themThis sort of technology is well within the standards and practices allowed by all applicable laws and regulations. We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at ###-###-####. Sincerely, Ed C*** SrManager, Customer Service Sundance Vacations
Sundance Vacations,
Inc
Highland Park Boulevard
Wilkes
Barre, PA
March
2,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
*** ***
Birney Avenue
Moosic,
PA
RE:
*** ***, ID ***
*** ***:
Thank
you for your letter dated February 25, regarding a complaint that was
filed by *** ***After receiving your letter I reviewed *** ***’s
account and found that he had spoken to a manager from our customer service
department on February 24, During the conversation *** *** explained
his disappointment with regard to the properties that are available for use
through his vacation programWe advised *** *** that although there has
been no breach of contract on the seller’s part, in the interest of customer
service we would cancel his account (with refund) upon the receipt of an
executed Confidential Termination, Release and Refund AgreementThat same day
we sent *** *** his Confidential Termination, Release and Refund Agreement
Once the executed document is received in our office we will immediately
finalize the cancellation of *** ***’s account and process the applicable
refund
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
Thank you for your letter dated February 26, regarding Troy ***I was sorry to learn about Mr***’s dissatisfaction with his Vacation Program Agreement purchased on June 24, In ">particular, I was sorry to learn that he felt that many of the costs associated with his Agreement were not covered adequatelyIt is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand. In his complaint to your office Mr*** states that there was a “booking fee” of $99, as well as a “peak rate” of $30/night that were not covered by our Sales staff, claiming that these details were “hidden” or “misrepresented.” It is the position of Sundance Vacations that such claims are entirely unfounded and without merit, and not at all a reflection of the efforts our staff undertakes to ensure that all details of the Agreement are covered extensivelyAs a point of reference I have included several pages of Mr***’s Agreement for you to considerPlease note that in sections Eand Fof the Agreement the fees in question are clearly addressed. In addition to addressing these issues in the body of the Agreement, we also provide all of our clients with a Consumer Disclosure Acknowledgment, which outlines the important details of the Agreement through a series of easy-to-understand questions which our clients answer by initialing either “YES” or “NO.” In the sections of the Acknowledgment that I’ve included below, you can clearly see that Mr*** initialed “YES,” signifying that he was aware of these details. To further ensure that our clients understand the Seasonality of our inventory we provide a Seasonality Guide, which clearly defines which resort areas incur peak season upgrades for the different months of the yearI have enclosed a copy of this form for your reference, and ask that you notice that Mr*** signed the form to signify that he understood its contentsThis signature, shown below, is within a fraction of an inch of the bold-typed statement that there are $per night fees associated with travelling during Prime seasons. After receiving your letter a representative from our Customer Service department contacted Mr*** to discuss his experiences and see what could be done in an effort to remedy the situationAlthough it is our position that we had adequately covered the fees that formed the basis of Mr***’s complaint, in the interest of providing exemplary customer service we agreed to honor his request and cancel his AgreementSundance Vacations also agreed to issue Mr*** a refund in the amount of $3,733.32, which represents 100% of the principal paidAs of the writing of this letter we have received our standard Termination Agreement signed by Mr***, and we are in the process of issuing his refund. Our records indicate that Mr*** was pleased with this resolution. We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at 1-###-###-####. Sincerely, Ed C*** Customer Service Sundance Vacations, Inc
Sundance Vacations,
Inc
Highland Park Boulevard
Wilkes
Barre, PA
November
24,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
*** ***
Birney Avenue
Moosic,
PA
RE:
*** ***, ID ***
*** ***:
Thank
you for your letter dated November 14, regarding a complaint that was
filed by *** ***After receiving your letter a manager from our customer
service department contacted *** *** to discuss his complaintDuring the
conversation *** *** explained his misunderstanding of our excess inventory benefit;
specifically that he thought he did not have access to it when in fact he did
*** *** further explained that he no longer wanted the financial commitment
of his vacation programWe advised *** *** that in the interest of customer
service we would cancel his account upon the receipt of an executed
Confidential Termination and Release AgreementThat same day we sent *** *** his Confidential Termination and Release AgreementOnce the executed
document is received in our office we will immediately finalize the
cancellation of *** ***’ account
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
y is it so hard to write a review of this business? TAN, sundance vacations, and they own the bank that loans you the money that collusion doesn't bother me its the way they just soak you of all your money for years and years and they pick the lower class, and lower middle class MY EXPERIENCE; well I should just cut and paste all the complaints everyone else has and put in here ITS SO WEIRD , how they seem to be resolved, almost like this is gangster, mob I saw a blurb on the news, and they wouldn't refund there money y on here are the very few, compared to the thousands of ripped off customers, on this site? this a joke says, not Revdex.com accredited, but I found a site where it said it was and the Revdex.com site, was pushing an ad for tan??? I've always known Revdex.com was a definite possibility for corruption, since you have to pay to play few people know that y when you search Revdex.com, does this site come up so much?
February 17, Thank you for your letter dated January 30, regarding *** ***I was sorry to learn of *** ***’s difficulties in utilizing the vacations promised to him through the Vacation Program AgreementAfter our first attempts at contacting the ***’s proved unsuccessful, and after your response to them spurred them to discuss the issue with us we were able to reach a resolution to their complaintOn February 16, a customer service representative contacted *** *** and informed him that in the interest of providing exceptional customer service we would agree to cancel his Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with itAs a result of us taking this action, all parties have been released from their contractual obligations, and Sundance Vacations has issued a refund in the amount of $3,to the ***s*** *** informed us that this resolution was fair, in light of the fact that they had used two of the vacation weeks they had purchased.We trust this resolves *** ***’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at (***Sincerely,
Ed CSrManager, Customer Service
My husband and I went to a seminar We had a blast and don't feel it was HIGH pressure We didn't buy a vacation but did get a cruise for and a dinner rebate I booked the cruise and mailed the dinner voucher in yesterday I did recommend the seminar to my daughter and her fiancé, they did buy a 4k vacation package and gave us their cruise so we can take their kids on cruise with us while they use a trip from their new package!!
Sundance Vacations, Inc
Highland Park Boulevard
Wilkes Barre, PA
August 6,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
Birney Avenue
Moosic, PA
RE: *** ***, ID ***
*** ***:
Thank you your letter dated August 4, regarding a complaint that was filed by *** ***. I was sorry to hear of *** ***’s dissatisfaction with the properties that are available for use through her vacation programAfter receiving your letter a manager from our Customer Service department made several attempts to contact *** *** to discuss her complaintOur attempts were as follows;
August 4, 2014- call attempt at 2:15pm, *** *** answered the phone and asked if she could call us back at a later timeWe never received a return phone call
August 4, 2014- call attempt at 5:08pm, we left a message requesting that the customer call us back
August 5, 2014- call attempt at 4:57pm, we left a message requesting that the customer call us back
Unfortunately our attempts to reach *** *** were unsuccessful as she did not return any of our phone callsIf *** *** would like to discuss her complaint I would encourage her to contact our customer service department at her earliest convenience
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations
February 17, 2016Thank you for your letter dated February 11, regarding *** ***I was sorry to learn about the ***’s dissatisfaction with the accommodations that were offered for use on our website, although a review of our records indicates that there were no attempts
made to actually use any of the vacations offered through our services.Upon receiving your letter we reviewed the ***’s account and decided that in the interest of customer service we would honor their desired settlement to this complaint and cancel the contract that is associated with their vacation programOn February 17, we emailed our standard cancellation and release forms to the email address we have on file for the ***s and we have yet to receive them backAs soon as we receive the executed documents back from the ***s, their Vacation Program Agreement will be effectively cancelled and both parties will be released from any and all future obligationsWe will also issue a refund of the $that the ***s have paid towards the Vacation Program Agreement thus farWe trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at ###-###-####Sincerely,
Ed CSrManager, Customer Service
Sundance Vacations,
Inc
Highland Park Boulevard
Wilkes
Barre, PA
August
12,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
*** ***
Birney Avenue
Moosic,
PA
RE:
*** ***, ID ***
*** ***:
Thank
you for your letter dated August 10, regarding a complaint that was filed
by *** ***After receiving your letter I reviewed *** ***’s
account and found that she spoke with a representative from our customer
service department on August 10, During the conversation *** ***
explained how purchasing the vacation package has resulted in a financial
hardship for herWe advised *** *** that although there has been no
breach of contract on the seller’s part, in the interest of customer service we
would cancel her account upon the receipt of an executed Confidential
Termination and Release AgreementThat same day we sent *** *** her Confidential
Termination and Release AgreementThe executed document was received in our
office that same day and we immediately finalized the cancellation of *** ***’
account
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
Sundance Vacations,
Inc
*** *** *** ***
*** *** ** ***
*
*
*** ** ***
*
*
*** ** *** *** ** *** *** ***
*** *** ***
*** *** ***
*** ** ***
*
*** *** *** ** ***
*
*
*** ***
*
*
Thank
you your letter dated June 5, regarding a complaint that was filed by *** ***. I was sorry to hear of *** ***
misunderstanding regarding the vacation program that she purchased from us on
July 19, After receiving your letter a representative from our Customer
Service department made several attempts to contact *** *** to discuss her
complaintOur attempts were as follows;
June 5, 2015- call attempt, we
left a message requesting that the customer call us back
June 6, 2015- call attempt, we
left a message requesting that the customer call us back
June 8, 2015- call attempt, we
left a message requesting that the customer call us back
Unfortunately
our attempts to reach *** *** were unsuccessful as she did not return any
of our phone callsIf *** *** would like to discuss her complaint I
would encourage her to contact our customer service department at her earliest
convenience
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc
Highland Park Boulevard
Wilkes Barre, PA
May 15,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
*** *** ***
*** ** ***
RE: *** ***, ID ***
***:
Thank you for your letter dated May 13, regarding a complaint that was filed by *** ***After receiving your letter a manager from our customer service department was able to speak with *** in regard to her complaintUnfortunately *** explained that as a result of reading online complaints, she chose to file a complaint with your office instead of giving us the opportunity to resolve her concerns*** then explained her confusion with regard to the fees that are associated with her promotional giftWe clarified the multiple points of disclosure for the fees in questions, which *** immediately recalledWe explained to *** that although there has been no breach of contract on the seller’s part, in the interest of customer service we will cancel her account (with refund) upon the receipt of an executed Confidential Termination, Release and Refund AgreementWe have emailed *** a Confidential Termination, Release and Refund Agreement to start the cancellation processOnce we receive the completed document we will finalize the cancellation of ***’s account
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations
Sundance Vacations, Inc
Highland Park Boulevard
Wilkes Barre, PA
May 21,
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: *** ***
Birney Avenue
Moosic, PA
RE: *** ***, ID ***
***:
Thank you for your letter dated May 20, regarding a complaint that was filed by *** ***After receiving your letter a manager from our customer service department contacted *** to discuss her complaintDuring the conversation *** explained her concerns with regard to the quality of the units that she booked on two separate occasions through her vacation programWe advised *** that in the interest of customer service we would cancel her account (with a partial refund) upon the receipt of an executed Confidential Termination, Release and Refund AgreementThe call ended and we sent *** her Confidential Termination, Release and Refund AgreementOnce we receive the completed document we will finalize the cancellation of ***’s account
We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer Service
Sundance Vacations
From: *** ***Date: Mon, Oct 12, at 4:PMSubject: Re complaint #***To: [email protected]
I am writing you in regards to a complaint that was submitted on May 1st, I was under the impression after speaking with Sundance Vacations client resolution team, that this matter was resolvedHowever, they have now sent me to collections and still have this contract activeI was told by the resolution team this contract was being terminated and I would not be billed. I have contacted both their financing department *** *** of whom is sending me the collection notices and I they referred me to the client resolution department###-###-####I left a messageCould you please forward me the messages between myself and the Revdex.comI tried to click on the email link provided but it is no longer availableBoth myself and my wife can be reached via email or directly @ ###-###-#### or ###-###-#### I look forward to hearing from you in the near futureThank you, *** & *** ***
Sundance Vacations
*** *** *** ***
Wilkes-Barre, Pa
###-###-####
###-###-#### (fax)
July 16,
Revdex.com Complaint
*** *** *** *** *** *** *** ***
Deptford, NJ
ID # ***
To whom it may concern,
On
07/13/2015, I received a Revdex.com complaint regarding *** P*** & *** *** and their desire to cancel their vacation program*** and *** attended a vacation seminar on Saturday 07/11/2015, where they choose to purchase a vacation program with Sundance VacationFirst thing Monday morning 07/13/at 9:am, *** contacted our office expressing his intent to cancel his vacation programJust as with all clients we offer to amend and modify the agreement for them first to see if there might be a more affordable option for them*** declined the offer that was madeWithout hesitation we agreed to start the cancellation process for himWe explained what the Confidential Termination Release Agreement was and that he would need to electronically sign it and email it back to us and once we receive it, the agreement will be cancelled and his refund will be processed
That Release agreement was emailed to him on 07/13/*** was informed that he needs to sign that and send it back to us within daysAt this point his account is in a pending cancellation statusAs soon as we receive that signed agreement, we will be issuing a refund in the amount of $In speaking with ***, it is our understanding that everything has been resolved to his satisfaction
I trust that this will resolve any issues and concerns brought to the attention of The Revdex.com by *** *** and *** P***
Should you have any questions or need any further assistance regarding this issue, please feel free to contact me directly at ###-###-#### X or toll free at ###-###-####I can also be reached via e-mail at ***
Thank you for your time and attention to this matter
Sandra S***
Manager,
Sundance Vacations
***
[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 ***. I'm not happy with the outcome but there is nothing more I can do.Thank you for your attention
Regards,
*** ***
[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 is satisfactory to me.
Regards,
*** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
On January 4, after speaking on the phone with MrRichard M*** at Sundance (he called me following my last refute of how Sundance was handling my concerns/denying full refund and Sundance receiving further communication from the Revdex.com that I was refuting), MrM*** agreed to give me a full refund, but said I must sign a "Confidential Termination, Release, and Refund agreement" and that he would send to me via e-mailWhen I asked why I could not have my full refund without signing this document, he insisted that it just must be signedHe e-mailed me a copy of this agreement and upon my review, the agreement was dated incorrectly (as Dec22, when it should have been created and dated per our conversation on January 4, 2016)This agreement also mentioned a girl I originally spoke with who I had requested a full refund from (named Jessica in the letter, but her last name was conveniently omitted from the letter)Please see MrM***'s response when I asked him why the agreement was not dated accurately and did not state who Jessica was:
"*** ***,
You initially spoke with Jessica A*** on 12/22/requesting cancellation, she prepared all of your paperwork in the event that you would come to the mutual decision to cancel your account. However, at the end of your conversation, you accepted her offer to amend your agreement to weeks Paid in Full. Your paperwork was already saved in our system, and unfortunately the old paperwork was generated and sent to you.
I apologize for the error and any confusion. Please find attached the new paperwork with the correct date and name information. As we discussed, my last name is M***.
Sincerely,
Rich M***
New Client Services
Sundance Vacations
###-###-####"
*It is important to note that this Jessica A*** woman refused to give me a full refund (was trying to stick me with an open account/vacation package by making me use 2, 7-day vacations and pay a $30/month service charge to keep the account open) and also insisted I sign a document for this to happen (otherwise the vacation package would continue "as is" and I would continue to be charged monthly until the package was completely paid off)Why then if she said she absolutely could not give me a full refund would she have drafted paperwork on Dec22, for me to sign for a full refund? Something doesn't add up, right?
After I questioned the incorrect date on paperwork and mention of "Jessica" instead of "Rich M***", on January 5, a revised "contract" was e-mailed to me by the alleged MrRichard M*** at Sundance with a revised date of when I spoke with MrM*** and he included his name on the paperwork instead of this vague "Jessica"MrM*** did say that Sundance would issue me a full refund (downpayment I made would be credited back to my credit card and a check would be made out and sent to me for the monthly payments made from my bank account), but stated that in order to receive my full refund this contract must be signedPlease see the language of the exact contract copied and pasted below:
"Re: Confidential Termination, Release and Refund Agreement
Dear *** ***, Agreed to and Accepted as of this ____ of ______________, 20__
rev
We appreciate the opportunity to resolve your concerns related to your purchase of a Vacation Program Agreement (the
“Package”) from Sundance Vacations (the “Seller”)The Package between the Seller and you (the “Traveler”) is a noncancelable
agreement and is not subject to any period of rescission in the governing stateHowever, in the interest of
customer service and in consideration of your execution, delivery and performance under this Confidential Termination,
Release and Refund Agreement, Seller shall terminate Traveler’s Package, releasing you from the obligations due and
owing thereunder, and will provide you with the refund payment listed below
Traveler accepts the above-referenced termination, release and refund as full and final consideration for any and all
claims against Seller, Travel Advantage Network, Incand any financial institution associated with the purchase of your
PackageTraveler agrees not to disclose, reveal, publicize, post or convey the terms of this agreement or any of the facts
forming the subject matter of your claims to anyone other than your professional advisors, except as may be required by
law
The purpose of this agreement is to memorialize, for the benefit of both you and the Seller, the cancellation and release
of both parties from the obligations of the Package purchased
Very truly yours,
Richard
Sundance Vacations
c/o New Client Services *** *** *** *** Wilkes-Barre, PA
Attn: New Client Services
Email: ***@vacmail.com
Fax: ###-###-####
Phone: ###-###-####"
Sundance is claiming (not just verbally any more, but in this written agreement) that this vacation package "is noncancelable" and "not subject to any period of rescission in the governing state" even in this termination agreementThis is a question to the Revdex.com-How can Sundance Vacations try to force someone to sign a document to cancel a vacation package/agreement that has been falsely advertised (critical details of the vacation packages are omitted during sales such as how very limited the vacation options are for dates and venues to stay at in addition to upcharges and other cleverly "omitted" details/caveats)? Then when I review this termination agreement Sundance wants to force you to sign, it is essentially a "gag order" trying to deny my First Amendment right to freedom of speechA key sentence in the agreement is "Traveler agrees not to disclose, reveal, publicize, post or convey the terms of this agreement or any of the facts forming the subject matter of your claims to anyone other than your professional advisors, except as may be required by law." Sundance Vacations does not want people to know what kind of business they are operatingThat is quite clear at this point! I would also like to point this out as a clear example of "blackmail"-Sundance says we'll give you your full refund if you shut up and don't tell anyone about your honest experiences with the company.
My interactions with Sundance Vacations have set off many red flags for me (the more I have to interact with them)I strongly suspect based on my experiences and hearing of others' experiences that they are likely to commit fraud/criminal acts to make a profit from honest, hard working peopleI do not trust who I am speaking with when talking to these various folks at Sundance VacationsPrior to speaking with MrRichard M*** (one "n" in his last name he told me), the other women (Jessica and Sandra "Sandy") supposedly in corporate office who I spoke with would not give me their last names and did not include their last name on the agreements sent to me via e-mailIt is quite likely that some of these names may not even be real names-this is something that needs further investigation by Revdex.com if it hasn't occurred alreadyIf Sundance Vacations lies about so many other things and is deceitful to customers, why would proper identification of who you are speaking with be valued to them? Sundance Vacations has had many complaints brought against them (Revdex.com documented and otherwiseAt least people on social media against their practices) in the past and I want to know how they have gotten away with it as long as they have!
Sundance Vacations, *** *** *** (***) Inc., and the financial institution affiliated (*** financial) are likely all one companyI do know that Sundance Vacations and *** Financial have the same ownershipWhen something goes wrong (Example A: Customers are upset and want to cancel), they all claim you have to talk to someone in the "other office"By the time you get passed off and put on hold by them several times, you come to realize that something is upGocrv.com is another website to investigateSundance vacations gives away "promo vacations" (that they promote as free cruise or trip) to get people to come in to their regional offices and listen to their long speech on how great Sundance is and how their vacations are like "the Sam's club of vacations" and you get such a great deal getting the vacations at wholesale cost***.com says on its website that it specializes in "promotional certificate fulfillment processing"To process and schedule your "free" vacation, you have to complete several steps online and wait until you receive an e-mail with additional steps and send them a $booking fee that they say goes toward taxes and feesThen when you go to try to book the "free" vacation, they require you to select dates (must be at least days apart from one another) and they send you an e-mail when it is within days of the 1st date to call them and bookWhen you try to book they give you the run around (there is nothing available on these dates or your flight for people must leave from the same exact airport even if you don't live in the same area)So many stipulations that they know you will likely give up due to frustration!
Here is info about of the owners of Sundance:
"Tina D*** co-founded Sundance Vacations in with her partner and husband John D***In her years with the company, Tina grew Sundance Vacations from a small statelemarketing office to a leading provider of affordable wholesale vacations, with over employees and over 80,travelers nationwideTina's award winning vision has guided the growth of the company straight to the Inc500/Fastest Growing Companies List."
*It is interesting to note that Sundance Vacations started off as a telemarketing officeHow does a telemarketing office morph into a vacation company that is supposedly out to help people purchase affordable vacations? All about selling things to people and calling people to rope them into buying somethingSupposedly Gocrv.com started in There are clearly connections between Sundance and addresses in Florida (FtLauderdale-gocrv.com has address listed there)I am again demanding a full refund from Sundance Vacations (with no strings attached!-no agreement to sign that is signing away my freedom to speech and dignity) due to all of these reasonsIt has taken talking to people (person allegedly in customer dispute office and alleged managers) at Sundance Vacations with some conversations up to hour in length and numerous requests to give me my full refund) plus getting the Revdex.com involved to get to this pointI have repeatedly stated to Sundance Vacations that I do not want any further affiliation with this company and will not be coerced into electronically signing a document that is on their terms ONLY.
On behalf of myself and all of the others who Sundance Vacations has tried to scam/has scammed, Please do something about this company and ensure that people get their money back!
Sincerely,
*** ***
I contacted customer service as mentioned in the message We are working to resolve the issue They are to send both contract owners a release form When signed Sundance said they will issue a refund I would recommend you keep my file open until I receive the release formsThank you*** ***
and
*** ***
Complaint: ***
I am rejecting this response because:The company provided me with three options.Option 1: To cancel my account and mark it as paid with no reimbursement and nothing for the money that I have paid them
Options 2: Have my account marked as paid and get vacations for the money that we gave themThe company will continue to charge me a $300 annual fee for having the option to one day use the vacations which I do not wantOption 3: Keep as is paying the $/ month until it is paid in full and keep all the vacationsI requested that I talk this over with my husband first and Sandy told me I had the option to call her back in one hourAnother way of them trapping us into making a quick decisionAfter I said that an hour was unacceptable and I cannot make a decision in that time frame, the woman on the phone told me that there was nothing that she could doThe after a period of silence she said ok I guess we'll hear from you after the new yearThese three options are unacceptable I want to cancel my account and be reimbursed for what was paidNothing was ever usedI don't understand why this cannot be reimbursedI have never used any of the vacations and do not wish to continue to pay for themThe second and third are not an optionThe first option we do wish to cancel but how can a company keep money for something that was never usedI could understand if I used a vacation and owed the company money for that
Regards,
*** ***
Thank you for your letter dated April 22, regarding *** ***I was sorry to learn about Ms. ***’s displeasure about the contact attempts made in an effort to collect scheduled
paymentsI am also concerned about Ms***’s assertion that *** Financial, the organization responsible for the financing arrangement Ms*** entered in to, is in any way operating outside of applicable laws or regulations. Upon receiving your letter, we reviewed Ms***’s account in an effort to discover the facts surrounding this issueWe requested the phone records associated with Ms***’s account from a manager at *** Financial so that we could judge the extent of their collection effortsI have enclosed a copy of this report for your reference, and we ask that you notice that ***’s staff has never attempted to call Ms*** “times a day” as she claimedIn fact, there was never more than one call a day to each of the numbers affiliated with Ms***’s account, and never more than three times in one week. Ms*** also states that the manner in which *** Financial is contacting her is illegal, claiming that the use of an “automated dialing system” is being employedThis is also untrue, as the collections staff at *** Financial do not rely on any sort of automated systemTheir records indicate that one of their representatives explained that they use a “click-to-dial” system, which differs from an auto-dialer in that the representatives need to manually enter each and every account number in to the computer and inspect the notes before they click a button which does the dialing for themThis sort of technology is well within the standards and practices allowed by all applicable laws and regulations. We trust that this will bring this complaint to a satisfactory resolution, but if you have any further questions or concerns we hope that you will contact this office at ###-###-####. Sincerely, Ed C*** SrManager, Customer Service Sundance Vacations
Sundance Vacations,
Inc
Highland Park Boulevard
Wilkes
Barre, PA
March
2,
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
*** ***
Birney Avenue
Moosic,
PA
RE:
*** ***, ID ***
*** ***:
Thank
you for your letter dated February 25, regarding a complaint that was
filed by *** ***After receiving your letter I reviewed *** ***’s
account and found that he had spoken to a manager from our customer service
department on February 24, During the conversation *** *** explained
his disappointment with regard to the properties that are available for use
through his vacation programWe advised *** *** that although there has
been no breach of contract on the seller’s part, in the interest of customer
service we would cancel his account (with refund) upon the receipt of an
executed Confidential Termination, Release and Refund AgreementThat same day
we sent *** *** his Confidential Termination, Release and Refund Agreement
Once the executed document is received in our office we will immediately
finalize the cancellation of *** ***’s account and process the applicable
refund
We
trust this resolves the complaint and ask to be notified if it is not
considered resolvedShould you have any questions regarding this or any other
matter, please do not hesitate to contact this office at ###-###-####
Sincerely,
Customer
Service
Sundance
Vacations
Thank you for your letter dated February 26, regarding Troy ***I was sorry to learn about Mr***’s dissatisfaction with his Vacation Program Agreement purchased on June 24, In ">particular, I was sorry to learn that he felt that many of the costs associated with his Agreement were not covered adequatelyIt is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understand. In his complaint to your office Mr*** states that there was a “booking fee” of $99, as well as a “peak rate” of $30/night that were not covered by our Sales staff, claiming that these details were “hidden” or “misrepresented.” It is the position of Sundance Vacations that such claims are entirely unfounded and without merit, and not at all a reflection of the efforts our staff undertakes to ensure that all details of the Agreement are covered extensivelyAs a point of reference I have included several pages of Mr***’s Agreement for you to considerPlease note that in sections Eand Fof the Agreement the fees in question are clearly addressed. In addition to addressing these issues in the body of the Agreement, we also provide all of our clients with a Consumer Disclosure Acknowledgment, which outlines the important details of the Agreement through a series of easy-to-understand questions which our clients answer by initialing either “YES” or “NO.” In the sections of the Acknowledgment that I’ve included below, you can clearly see that Mr*** initialed “YES,” signifying that he was aware of these details. To further ensure that our clients understand the Seasonality of our inventory we provide a Seasonality Guide, which clearly defines which resort areas incur peak season upgrades for the different months of the yearI have enclosed a copy of this form for your reference, and ask that you notice that Mr*** signed the form to signify that he understood its contentsThis signature, shown below, is within a fraction of an inch of the bold-typed statement that there are $per night fees associated with travelling during Prime seasons. After receiving your letter a representative from our Customer Service department contacted Mr*** to discuss his experiences and see what could be done in an effort to remedy the situationAlthough it is our position that we had adequately covered the fees that formed the basis of Mr***’s complaint, in the interest of providing exemplary customer service we agreed to honor his request and cancel his AgreementSundance Vacations also agreed to issue Mr*** a refund in the amount of $3,733.32, which represents 100% of the principal paidAs of the writing of this letter we have received our standard Termination Agreement signed by Mr***, and we are in the process of issuing his refund. Our records indicate that Mr*** was pleased with this resolution. We trust this resolves the complaint and ask to be notified if it is not considered resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at 1-###-###-####. Sincerely, Ed C*** Customer Service Sundance Vacations, Inc