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 for your letter dated August 6, regarding a complaint that was filed by *** ***I was sorry to hear of the confusion regarding our call attempts to ###-###-####We obtained this specific phone number from an entry form for our giveaway that was completed by *** *** (I’ve enclosed a copy for your records)*** *** provided his signature thereby giving his consent to our contacting him in regard to the services that we offerAs a result, our marketing division made several call attempts to contact *** ***
After receiving your letter I immediately placed ###-###-#### on our internal Do-Not-Call listAs a result of our taking this action, no additional calls will be made to *** ***
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
Inc.
[redacted]
Wilkes
Barre, PA 18702
March 24, 2015
Revdex.com of Metro
Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney
Avenue
Moosic, PA
18507
RE: [redacted], ID [redacted]
Ms. [redacted]:
Thank you for
your letter dated March 23, 2015 regarding a complaint that was filed by [redacted]. I was sorry to hear of the confusion regarding our call attempts to ###-###-####.
We obtained this specific phone number from an entry form for our giveaway that
was completed by Ms. [redacted] (I’ve enclosed a copy for your records). Ms.
[redacted] listed ###-###-#### as her cell telephone number and provided her
signature thereby giving her consent to our contacting her in regard to the
services that we offer. As a result, our marketing division made several call
attempts to contact Ms. [redacted].
After
receiving your letter I researched our database and found that effective March
20, 2014 we placed ###-###-#### on our internal Do-Not-Call list. As a result
of our taking this action, no additional calls were made to Ms. [redacted] and
none will be made.
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,
Customer
Service
Sundance Vacations
Thank
you your letter dated June 10, 2015 regarding an update to the complaint that
was filed by [redacted]. After receiving your letter I reviewed [redacted] account and found that on June 10, 2015 we received her executed
Confidential Termination, Release and Refund Agreement. That same day we
cancelled [redacted] account and processed a refund in the amount of
$648.37. Both the cancellation and refund are final.
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 ###-###-####.
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
May
8, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
Allison Dondero
4099
Birney Avenue
Moosic,
PA 18507
RE: [redacted], ID [redacted]
[redacted]:
Thank
you your letter dated May 1, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service
department was able to speak with [redacted] regarding this complaint. In an
effort to resolve [redacted]’s complaint and retain his business, we offered to
revise his monthly payment to approximately $100.00. [redacted] asked for some
time to consider our offer and told us that he would call back with his answer.
Please know that we will assist [redacted] however necessary to ensure that he
is completely satisfied with the resolution of his complaint, up to and
including the cancellation of his contract.
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 ###-###-####.
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
October
9, 2014
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
RE:
[redacted], ID [redacted]:
Thank
you for your letter dated October 7, 2014 regarding a complaint that was filed by
[redacted]. After receiving your
letter I reviewed the account and found that in the interest of customer
service, on October 6, 2014 we finalized the cancellation of [redacted]’s
account after receiving an executed Confidential Termination and Release Agreement.
No refund was due as we never processed [redacted]’s deposit. We sincerely
apologize for any inconvenience that this process has caused [redacted].
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,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
November 30, 2015
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted] 4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]:
Thank you for your letter...
dated November 24, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter I reviewed [redacted]’s account and found that she spoke with a representative from our customer service department on November 24, 2015. During the conversation [redacted] explained how the properties that she reviewed for potential booking would not accommodate her needs with regard to her business retreats. We advised [redacted] 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 Agreement. That same day we sent [redacted] her Confidential Termination and Release Agreement. Once the executed document is received in our office we will immediately finalize the cancellation of [redacted]’s account.
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,
Customer Service
Sundance Vacations
Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
January 8, 2016
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted] 4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]:
Thank you for your letter dated January 5, 2016 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department made several attempts to contact [redacted] to discuss her complaint. Our attempts were as follows;
• January 6, 2016- call attempt, we left a message requesting that the customer call us back.
• January 7, 2016- call attempt, we left a message requesting that the customer call us back.
• January 8, 2016- call attempt, we left a message requesting that the customer call us back.
Unfortunately our attempts to reach [redacted] were unsuccessful as she did not return any of our calls. If [redacted] 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 resolved. Should 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.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
January
30, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated January 30, 2015 regarding an update to the complaint
that was filed by [redacted]. After receiving your letter I reviewed Mr.
[redacted]’s account and found that we processed his executed Confidential
Termination, Release and Refund Agreement on January 28, 2015. That same day we
submitted a refund request, which Mr. [redacted] can expect to receive after 14
business days from that date.
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,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
November
17, 2014
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
[redacted]:
Thank
you for your letter dated November 13, 2014 regarding an update to the complaint
that was filed by [redacted]. After receiving your letter I reviewed [redacted]’s account and found that upon the receipt of an executed Confidential
Termination, Release and Refund Agreement he would receive a combined refund of
$3,884.83. Once the executed document is received in our office we will
immediately finalize the cancellation of [redacted]’s account and process
the applicable refund.
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,
Customer
Service
Sundance
Vacations
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated July 7, 2015 regarding a complaint that was filed by [redacted]
[redacted]. After receiving your letter a manager from our customer service
department contacted Ms. [redacted] to discuss her complaint. During the
conversation Ms. [redacted] explained her disappointment with regard to the lack
of available properties (located in Arizona and Nevada) that are available for
use through her vacation program. We advised Ms. [redacted] 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, Release and Refund Agreement. That same day we sent Ms.
[redacted] her Confidential Termination, Release and Refund Agreement.
On
July 9, 2015 we received the executed document and immediately finalized the
cancellation of Ms. [redacted]’s account. We also submitted Ms. [redacted]’s refund
request, which she can expect to receive within 10 to 14 business days.
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 ###-###-####.
Sundance Vacations, Inc.
[redacted] Boulevard
Wilkes Barre, PA [redacted]
September 22, 2015
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]
[redacted]:
Thank you for your...
letter dated September 17, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted [redacted] to discuss her complaint. Unfortunately [redacted] informed us that she was not willing to discuss anything with us, including the complaint that she filed through the Revdex.com. As a result we were not able to offer a resolution to this complaint. I remain confident that if given the opportunity we could resolve [redacted]’s concerns. If [redacted] 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 resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.
Sundance Vacations, Inc.
margin: 0in 0in 0pt;" class="**oNormal">264 Highland Park Boulevard
Wilkes Barre, PA 18702
March 3, 2014
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]
**. [redacted]:
Thank you for your letter dated March 3, 2014 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted **. [redacted] on March 5, 2014 to discuss her complaint. During the conversation **. [redacted] explained her concerns with regard to the annual service charge that is associated with her vacation program. We advised **. [redacted] 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, Release and Refund Agreement. That same day we sent **. [redacted] her Confidential Termination, Release and Refund Agreement. Upon receipt of the executed document we will immediately finalize the cancellation of **. [redacted]’s account and process the applicable refund.
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,
Customer Service
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[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.]
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]
Thank
you your letter dated May 18, 2015 regarding a complaint that was filed by [redacted]. I was sorry to hear of [redacted] misunderstanding regarding the
terms and conditions of the vacation program that she purchased from us on April
19, 2014. It is never our intention to mislead clients, but rather one of our
main priorities to ensure that all information (regarding the vacation program
that we offer) is fully disclosed prior to any purchase taking place. We strive
to communicate, both verbally and in writing, all information in a manner that
is easy to understand.
Regarding
[redacted] comment about resort availability, please reference the enclosed
TAN DesTANations Report 2013. This document is a part of [redacted] contract
and was given to her on April 19, 2014. The purpose of this document is to
disclose the potential unit availability by resort area. [redacted] initialed
this form indicating her acknowledgement of the items contained within
Regarding
[redacted] comments in relation to the disclosure of all applicable fees
(that are associated with her vacation package), please reference the following
eight (8) sections of the enclosed contract that inform our clients of the
applicable fees:
Page 1, bullet
point “3” of [redacted] contract where you’ll find the notification of
an annual service charge in the amount of $369.00, plus any applicable
taxes.
Page 2, section
1, bullet point “D” of [redacted] contract where you’ll find the
notification of a $30.00 per night unit upgrade fee.
Page 2, section
1, bullet point “E” of [redacted] contract where you’ll find the
notification of a $99.00 per unit per week processing fee.
Page 2, section
1, bullet point “F” of [redacted] contract where you’ll find the
notification of Value Season ($15.00 per night upgrade fee), Prime Season
($30.00 per night upgrade fee) and Holiday Travel ($50.00 per night
upgrade fee) charges.
Page 2, section
3 of [redacted] contract where you’ll find the notification of an annual
service charge in the amount of $369.00, plus any applicable taxes.
Please reference
the enclosed copy of the Consumer Disclosure Acknowledgement form (page
5), specifically line items 2, 9, 12 and 17 which ask “Do you understand
that there is a processing fee of
$99 for each vacation week and that it must be paid with each
reservation?”, “Do you understand that additional room space, larger than
a one (1) bedroom, may be available for only an additional $30 per night,
per room and at times when making a reservation there may only be larger
units available which will be subject to the unit size upgrade fee?”, “Do
you understand (in accordance with your seasonality guide) there will be
an upgrade charge for value season vacation weeks of $15.00 per night or
prime season vacation weeks of $30.00 per night or a holiday upgrade
charge of $50.00 per night for reservations which would include: New
Year’s Day, President’s Day, Easter Sunday, Thanksgiving, Christmas, and 4th
of July? (If reservations include both a holiday and prime/value season it
would be assigned the holiday upgrade only, never both.)” and “Have you
read and reviewed and do you understand the benefits, privileges, terms
and conditions in the Agreement?” respectively. [redacted] answered “yes”
to these questions and signed this form indicating her acknowledgement of
the items contained within.
On
May 19, 2015 a manager from our customer service department spoke with [redacted] in regard to this complaint. Although there has been no breach of
contract on the seller’s part, in the interest of customer service we agreed to
cancel this account upon the receipt of an executed Confidential Termination,
Release and Refund Agreement. That same day we sent [redacted] her Confidential
Termination and Release Agreement. The executed document was returned to our
office and we immediately finalize the cancellation of [redacted] account and
processed the applicable refund.
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 ###-###-####.
Sundance Vacations, Inc.
264 Highland Park Boulevard
Wilkes Barre, PA 18702
June 10, 2014
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: Allison Dondero
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted] & [redacted], ID [redacted]
[redacted]:
Thank you for your letter dated June 7, 2014 regarding a complaint that was filed by [redacted] & [redacted]. After receiving your letter I reviewed their account and found that in the interest of customer service, on May 7, 2014 we finalized the cancellation of the contract that was associated with their vacation program after receiving a Confidential Termination, Release and Refund Agreement that was executed by [redacted] and [redacted]. We also processed a final refund in the amount of $1,967.32.
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 ###-###-####.
Sundance Vacations, Inc.
264 Highland Park Boulevard
Wilkes Barre, PA 18702
January 5, 2016
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]:
Thank you for your letter dated December 29, 2015 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a representative from our customer service department contacted [redacted] to discuss her complaint. We explained to [redacted] that although there has been no breach of contract on the seller’s part, in the interest of customer service we agreed to cancel [redacted]’s account with refund upon the receipt of an executed Confidential Termination, Release and Refund Agreement. On January 4, 2016 we emailed [redacted] her release agreement. One we receive the executed document in our office we will finalize the cancellation of [redacted]’ account and process the applicable refund.
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,
Customer Service
Sundance Vacations
Inc.
[redacted]
Wilkes
Barre, PA 18702
December
8, 2014
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated December 3, 2014 regarding a complaint that was filed
by [redacted].
After receiving your letter a manager from our customer
service department contacted Mr. [redacted] to discuss his complaint. During the
conversation Mr. [redacted] explained his misunderstanding of the fee structure
that is associated with his vacation program. Mr. [redacted] further explained
that he no longer wanted the [redacted] commitment of his vacation program,
specifically the annual service charge that is due on his account.
We advised Mr.
[redacted] 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 upon the
receipt of an executed Confidential Termination, Release and Refund Agreement.
That same day we sent Mr. [redacted] his Confidential Termination, Release and
Refund Agreement. Once the executed document is received in our office we will
immediately finalize the cancellation of Mr. [redacted]’s account.
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,
Customer
Service
Sundance
Vacations
We received the executed document on April 2, 2015. The refund was submitted for processign that same day. The customer can expect to receive their refund within 10-14 business days.
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]
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 for your letter dated August 6, regarding a complaint that was filed by *** ***I was sorry to hear of the confusion regarding our call attempts to ###-###-####We obtained this specific phone number from an entry form for our giveaway that was completed by *** *** (I’ve enclosed a copy for your records)*** *** provided his signature thereby giving his consent to our contacting him in regard to the services that we offerAs a result, our marketing division made several call attempts to contact *** ***
After receiving your letter I immediately placed ###-###-#### on our internal Do-Not-Call listAs a result of our taking this action, no additional calls will be made to *** ***
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.
[redacted]
Wilkes
Barre, PA 18702
March 24, 2015
Revdex.com of Metro
Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney
Avenue
Moosic, PA
18507
RE: [redacted], ID [redacted]
Ms. [redacted]:
Thank you for
your letter dated March 23, 2015 regarding a complaint that was filed by [redacted]. I was sorry to hear of the confusion regarding our call attempts to ###-###-####.
We obtained this specific phone number from an entry form for our giveaway that
was completed by Ms. [redacted] (I’ve enclosed a copy for your records). Ms.
[redacted] listed ###-###-#### as her cell telephone number and provided her
signature thereby giving her consent to our contacting her in regard to the
services that we offer. As a result, our marketing division made several call
attempts to contact Ms. [redacted].
After
receiving your letter I researched our database and found that effective March
20, 2014 we placed ###-###-#### on our internal Do-Not-Call list. As a result
of our taking this action, no additional calls were made to Ms. [redacted] and
none will be made.
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,
Customer
Service
Sundance Vacations
Sundance Vacations, Inc.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Thank
you your letter dated June 10, 2015 regarding an update to the complaint that
was filed by [redacted]. After receiving your letter I reviewed [redacted] account and found that on June 10, 2015 we received her executed
Confidential Termination, Release and Refund Agreement. That same day we
cancelled [redacted] account and processed a refund in the amount of
$648.37. Both the cancellation and refund are final.
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,
Customer
Service
Sundance
Vacations
Sundance Vacations,...
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
May
8, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
Allison Dondero
4099
Birney Avenue
Moosic,
PA 18507
RE: [redacted], ID [redacted]
[redacted]:
Thank
you your letter dated May 1, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service
department was able to speak with [redacted] regarding this complaint. In an
effort to resolve [redacted]’s complaint and retain his business, we offered to
revise his monthly payment to approximately $100.00. [redacted] asked for some
time to consider our offer and told us that he would call back with his answer.
Please know that we will assist [redacted] however necessary to ensure that he
is completely satisfied with the resolution of his complaint, up to and
including the cancellation of his contract.
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,
Customer
Service
Sundance
Vacations
Sundance Vacations,...
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
October
9, 2014
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
RE:
[redacted], ID [redacted]:
Thank
you for your letter dated October 7, 2014 regarding a complaint that was filed by
[redacted]. After receiving your
letter I reviewed the account and found that in the interest of customer
service, on October 6, 2014 we finalized the cancellation of [redacted]’s
account after receiving an executed Confidential Termination and Release Agreement.
No refund was due as we never processed [redacted]’s deposit. We sincerely
apologize for any inconvenience that this process has caused [redacted].
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,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
November 30, 2015
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted] 4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]:
Thank you for your letter...
dated November 24, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter I reviewed [redacted]’s account and found that she spoke with a representative from our customer service department on November 24, 2015. During the conversation [redacted] explained how the properties that she reviewed for potential booking would not accommodate her needs with regard to her business retreats. We advised [redacted] 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 Agreement. That same day we sent [redacted] her Confidential Termination and Release Agreement. Once the executed document is received in our office we will immediately finalize the cancellation of [redacted]’s account.
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,
Customer Service
Sundance Vacations
Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
January 8, 2016
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted] 4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]:
Thank you for your letter dated January 5, 2016 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department made several attempts to contact [redacted] to discuss her complaint. Our attempts were as follows;
• January 6, 2016- call attempt, we left a message requesting that the customer call us back.
• January 7, 2016- call attempt, we left a message requesting that the customer call us back.
• January 8, 2016- call attempt, we left a message requesting that the customer call us back.
Unfortunately our attempts to reach [redacted] were unsuccessful as she did not return any of our calls. If [redacted] 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 resolved. Should 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.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
January
30, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated January 30, 2015 regarding an update to the complaint
that was filed by [redacted]. After receiving your letter I reviewed Mr.
[redacted]’s account and found that we processed his executed Confidential
Termination, Release and Refund Agreement on January 28, 2015. That same day we
submitted a refund request, which Mr. [redacted] can expect to receive after 14
business days from that date.
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,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
November
17, 2014
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
[redacted]:
Thank
you for your letter dated November 13, 2014 regarding an update to the complaint
that was filed by [redacted]. After receiving your letter I reviewed [redacted]’s account and found that upon the receipt of an executed Confidential
Termination, Release and Refund Agreement he would receive a combined refund of
$3,884.83. Once the executed document is received in our office we will
immediately finalize the cancellation of [redacted]’s account and process
the applicable refund.
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,
Customer
Service
Sundance
Vacations
Sundance Vacations,...
Inc.
[redacted]
Wilkes
Barre, PA 18702
July
10, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated July 7, 2015 regarding a complaint that was filed by [redacted]
[redacted]. After receiving your letter a manager from our customer service
department contacted Ms. [redacted] to discuss her complaint. During the
conversation Ms. [redacted] explained her disappointment with regard to the lack
of available properties (located in Arizona and Nevada) that are available for
use through her vacation program. We advised Ms. [redacted] 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, Release and Refund Agreement. That same day we sent Ms.
[redacted] her Confidential Termination, Release and Refund Agreement.
On
July 9, 2015 we received the executed document and immediately finalized the
cancellation of Ms. [redacted]’s account. We also submitted Ms. [redacted]’s refund
request, which she can expect to receive within 10 to 14 business days.
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,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc.
[redacted] Boulevard
Wilkes Barre, PA [redacted]
September 22, 2015
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]
[redacted]:
Thank you for your...
letter dated September 17, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted [redacted] to discuss her complaint. Unfortunately [redacted] informed us that she was not willing to discuss anything with us, including the complaint that she filed through the Revdex.com. As a result we were not able to offer a resolution to this complaint. I remain confident that if given the opportunity we could resolve [redacted]’s concerns. If [redacted] 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 resolved. Should 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.
margin: 0in 0in 0pt;" class="**oNormal">264 Highland Park Boulevard
Wilkes Barre, PA 18702
March 3, 2014
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]
**. [redacted]:
Thank you for your letter dated March 3, 2014 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted **. [redacted] on March 5, 2014 to discuss her complaint. During the conversation **. [redacted] explained her concerns with regard to the annual service charge that is associated with her vacation program. We advised **. [redacted] 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, Release and Refund Agreement. That same day we sent **. [redacted] her Confidential Termination, Release and Refund Agreement. Upon receipt of the executed document we will immediately finalize the cancellation of **. [redacted]’s account and process the applicable refund.
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,
Customer Service
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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[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.]
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]
Sundance Vacations,...
Inc.
[redacted]
*
[redacted]
*
*
[redacted]
*
[redacted]
*
*
[redacted]
*
Thank
you your letter dated May 18, 2015 regarding a complaint that was filed by [redacted]. I was sorry to hear of [redacted] misunderstanding regarding the
terms and conditions of the vacation program that she purchased from us on April
19, 2014. It is never our intention to mislead clients, but rather one of our
main priorities to ensure that all information (regarding the vacation program
that we offer) is fully disclosed prior to any purchase taking place. We strive
to communicate, both verbally and in writing, all information in a manner that
is easy to understand.
Regarding
[redacted] comment about resort availability, please reference the enclosed
TAN DesTANations Report 2013. This document is a part of [redacted] contract
and was given to her on April 19, 2014. The purpose of this document is to
disclose the potential unit availability by resort area. [redacted] initialed
this form indicating her acknowledgement of the items contained within
Regarding
[redacted] comments in relation to the disclosure of all applicable fees
(that are associated with her vacation package), please reference the following
eight (8) sections of the enclosed contract that inform our clients of the
applicable fees:
Page 1, bullet
point “3” of [redacted] contract where you’ll find the notification of
an annual service charge in the amount of $369.00, plus any applicable
taxes.
Page 2, section
1, bullet point “D” of [redacted] contract where you’ll find the
notification of a $30.00 per night unit upgrade fee.
Page 2, section
1, bullet point “E” of [redacted] contract where you’ll find the
notification of a $99.00 per unit per week processing fee.
Page 2, section
1, bullet point “F” of [redacted] contract where you’ll find the
notification of Value Season ($15.00 per night upgrade fee), Prime Season
($30.00 per night upgrade fee) and Holiday Travel ($50.00 per night
upgrade fee) charges.
Page 2, section
3 of [redacted] contract where you’ll find the notification of an annual
service charge in the amount of $369.00, plus any applicable taxes.
Please reference
the enclosed copy of the Consumer Disclosure Acknowledgement form (page
5), specifically line items 2, 9, 12 and 17 which ask “Do you understand
that there is a processing fee of
$99 for each vacation week and that it must be paid with each
reservation?”, “Do you understand that additional room space, larger than
a one (1) bedroom, may be available for only an additional $30 per night,
per room and at times when making a reservation there may only be larger
units available which will be subject to the unit size upgrade fee?”, “Do
you understand (in accordance with your seasonality guide) there will be
an upgrade charge for value season vacation weeks of $15.00 per night or
prime season vacation weeks of $30.00 per night or a holiday upgrade
charge of $50.00 per night for reservations which would include: New
Year’s Day, President’s Day, Easter Sunday, Thanksgiving, Christmas, and 4th
of July? (If reservations include both a holiday and prime/value season it
would be assigned the holiday upgrade only, never both.)” and “Have you
read and reviewed and do you understand the benefits, privileges, terms
and conditions in the Agreement?” respectively. [redacted] answered “yes”
to these questions and signed this form indicating her acknowledgement of
the items contained within.
On
May 19, 2015 a manager from our customer service department spoke with [redacted] in regard to this complaint. Although there has been no breach of
contract on the seller’s part, in the interest of customer service we agreed to
cancel this account upon the receipt of an executed Confidential Termination,
Release and Refund Agreement. That same day we sent [redacted] her Confidential
Termination and Release Agreement. The executed document was returned to our
office and we immediately finalize the cancellation of [redacted] account and
processed the applicable refund.
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,
Customer
Service
Sundance
Vacations
Sundance Vacations, Inc.
264 Highland Park Boulevard
Wilkes Barre, PA 18702
June 10, 2014
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: Allison Dondero
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted] & [redacted], ID [redacted]
[redacted]:
Thank you for your letter dated June 7, 2014 regarding a complaint that was filed by [redacted] & [redacted]. After receiving your letter I reviewed their account and found that in the interest of customer service, on May 7, 2014 we finalized the cancellation of the contract that was associated with their vacation program after receiving a Confidential Termination, Release and Refund Agreement that was executed by [redacted] and [redacted]. We also processed a final refund in the amount of $1,967.32.
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,
Customer Service
Sundance Vacations
Sundance Vacations, Inc.
264 Highland Park Boulevard
Wilkes Barre, PA 18702
January 5, 2016
Revdex.com of Metro Washington DC and Eastern Pennsylvania
Attn: [redacted]
4099 Birney Avenue
Moosic, PA 18507
RE: [redacted], ID [redacted]:
Thank you for your letter dated December 29, 2015 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a representative from our customer service department contacted [redacted] to discuss her complaint. We explained to [redacted] that although there has been no breach of contract on the seller’s part, in the interest of customer service we agreed to cancel [redacted]’s account with refund upon the receipt of an executed Confidential Termination, Release and Refund Agreement. On January 4, 2016 we emailed [redacted] her release agreement. One we receive the executed document in our office we will finalize the cancellation of [redacted]’ account and process the applicable refund.
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,
Customer Service
Sundance Vacations
Sundance Vacations,...
Inc.
[redacted]
Wilkes
Barre, PA 18702
December
8, 2014
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
4099
Birney Avenue
Moosic,
PA 18507
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated December 3, 2014 regarding a complaint that was filed
by [redacted].
After receiving your letter a manager from our customer
service department contacted Mr. [redacted] to discuss his complaint. During the
conversation Mr. [redacted] explained his misunderstanding of the fee structure
that is associated with his vacation program. Mr. [redacted] further explained
that he no longer wanted the [redacted] commitment of his vacation program,
specifically the annual service charge that is due on his account.
We advised Mr.
[redacted] 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 upon the
receipt of an executed Confidential Termination, Release and Refund Agreement.
That same day we sent Mr. [redacted] his Confidential Termination, Release and
Refund Agreement. Once the executed document is received in our office we will
immediately finalize the cancellation of Mr. [redacted]’s account.
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,
Customer
Service
Sundance
Vacations
We received the executed document on April 2, 2015. The refund was submitted for processign that same day. The customer can expect to receive their refund within 10-14 business days.
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]