Sundance Vacations, Inc.
[redacted] Wilkes Barre, PA [redacted]
January 19, 2016
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 January 14, 2016 regarding a 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 14, 2016 at 7:58pm- call attempt, we left a message requesting that the customer call us back.
• January 16, 2016- call attempt at 4:31pmpm, we left a message requesting that the customer call us back.
• January 19, 2016- call attempt at 5:09pm, 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
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
November
11, 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 7, 2014 regarding a complaint that was filed
by [redacted]. After receiving your letter I reviewed [redacted]’s
account and found that he spoke with a manager from the Client Resolution department
on November 11, 2014. During the conversation [redacted] explained his
disappointment with regard to the lack of available properties (in Puerto Rico)
for use through his 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 his account with refund upon the receipt of an
executed Confidential Termination, Release and Refund Agreement. That same day
we sent [redacted] his Confidential Termination, Release and Refund
Agreement. 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
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
January
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 for your letter dated January 8, 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 manager from our customer service
department on January 6, 2015. During the conversation [redacted] explained
her disappointment with regard to the reservation process that is utilized for 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 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
Thank you for your letter dated February 21, 2016 regarding Gail [redacted]. I was sorry to learn about Ms. [redacted]’s dissatisfaction with her Express Travel Agreement purchased on October 23, 2015. In font-size: 11px;">particular, I was sorry to learn that she felt that many of the costs associated with her Agreement were not covered adequately. It 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 place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand. In her complaint to your office Ms. [redacted] makes reference to many “hidden fees” and “extra costs” that were not explained. As a point of reference I have included two pages of her Express Travel Agreement for you to consider. Please note that on the Express Travel Agreement we have our clients initial either “YES” or “NO” to a series of easy-to-understand questions that cover all of the fees associated with the Travel Agreement. In the sections of that Agreement copied below, you can see that Ms. [redacted] initialed in the affirmative that she understood these costs.Furthermore, we also provided Ms. [redacted] with an addendum to her Agreement: our 2015 Reservation Fee Schedule. I have also enclosed this document for your reference. This full page, infographic-style document makes the fees associated with any possible vacation that can be taken through our services easy to see and understand. Please note that Ms. [redacted] signed this document, indicating that she understood its contents and accepted the terms detailed therein. After receiving your letter a manager from our customer service department began to try to contact Ms. [redacted] in an effort to discuss her complaint. Unfortunately we have been unable to contact her, having left messages to contact us at the number listed on this complaint on three occasions (2/29, 3/2, and 3/4/16). 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 Ms. [redacted]’s concerns. If Ms. [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 1-###-###-####. Sincerely, Ed C[redacted] Sr. Manager, Customer Service Sundance Vacations
Under a high pressure pitch, I purchased a vacation package with Sundance Vacations (aka www.planwithtan.com), and have been extremely dissatisfied with the service and product. Firstly, the usage cost of incorrectly explained at the time of service (amounting to more than 100% over what was communicated), and secondly the add-on of Buy One Get One airfare was grossly miscommunicated (travel only in 48 states not to all property locations). I believe both were intentional in order for me to purchase the offering. After having the package for a month, I am also realizing that the customer service agents are inept and quite combative, which is the third issue. Fourthly, the availability of booking various locations (ie Caribbean) were totally misrepresented, as there exists approx 3-4 properties in that region (not 6) and mainly only in the Dominican Republic. Lastly, there exists no option for refund (full or partial), even when services are not rendered in the promised manner. I would not recommend this product/service to anyone, and would vehemently suggest that all would-be buyers to beware.
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
January
27, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated January 22, 2015 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 disappointment with regard to the reservation
process that is utilized for his vacation program. 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 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 [redacted]
November 16, 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 November 11, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted [redacted] to discuss his complaint. During the conversation [redacted] explained his disappointment with regard to the reservation process that is utilized for his 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 his account upon the receipt of an executed Confidential Termination, Release and Refund Agreement. That same day we sent [redacted] his Confidential Termination, Release and Refund Agreement. 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] Boulevard
Wilkes Barre, PA [redacted]
January 27, 2016
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 January 19, 2016 regarding a complaint that was filed by [redacted]. I was sorry to hear of [redacted]’s misunderstanding regarding the terms and conditions of the vacation program that she purchased from us on April 13, 2012. 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.
After receiving your letter a manager from our customer service department reviewed the notes for [redacted]’s account. It was apparent that as a result of reading negative online reviews, she no longer wanted her vacation program. Although there has been no breach of contract on the seller’s part, in the interest of customer service we agreed to 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. The executed document was received in our office on January 26, 2016 and we immediately finalized the cancellation of [redacted] account. [redacted] can expect to receive her refund within 10-14 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
[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], although there are outstanding questions that Sundance Vacations has not addressed, I find that this resolution is satisfactory to me contingent upon Sundance Vacations fulfilling the terms of the agreement outlined within its processing timeframe of 7-14 business days, and based on the method I requested.
Regards,
[redacted]
Sundance Vacations, Inc.
264 Highland Park Boulevard
Wilkes Barre, PA 18702
August 13, 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 August 11, 2014 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department made several additional attempts to contact [redacted] to resolve her complaint. Our attempts were as follows;
August 11, 2014- call attempt at 3:10pm, we left a message requesting that the customer call us back.
August 12, 2014- call attempt at 2:18pm, we left a message requesting that the customer call us back.
August 13, 2014- call attempt at 11:31am, 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 phone calls. If [redacted] would like to resolve 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 ###-###-####.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I am not comfortable with closing this matter until I recieve a check from this company...I sent their termination letter to them today 3/31.
Regards,
[redacted]
March 1, 2016Thank you for your letter dated February 19, 2016 regarding a complaint that was filed by [redacted]. I was discouraged to learn that [redacted] was rejecting our response, particularly because I was clear in that response that I was “confident that if given the opportunity we could resolve [redacted]’s concerns.” [redacted] responded by merely reiterating his original complaint to your office, and by copying/pasting a segment of the Pennsylvania Consumer Protection Laws that do not pertain to this particular purchase (as outlined in our prior response to his original complaint).Upon receiving his rejection of our response to the complaint to your office, a representative from our Customer Service team attempted to contact [redacted] in an effort to remedy the situation. Our records indicate that messages were left for [redacted] on February 25, February 27, and February 29, 2016. As of the writing of this letter we have not heard back from [redacted]. Unfortunately it appears that [redacted] is continuing his refusal to discuss this matter with us, and as a result we were not able to offer a resolution to this complaint. I still remain confident that if given the opportunity we could resolve [redacted]’s concerns. If [redacted] would like to discuss his complaint and become an active participant in its resolution I would again encourage him to contact our Customer Service department at his 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 ###-###-####.
Inc.
[redacted]
*
*
[redacted]
*
*
[redacted]
*
[redacted]
*
*
[redacted]:
Thank
you for your letter dated April 15, 2015 regarding [redacted]. I was sorry to hear of [redacted]
misunderstanding regarding the terms and conditions of the vacation program
that he purchased from us on August 16, 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.
After
receiving your letter a manager from our customer service department contacted [redacted] to discuss his complaint. During our conversation with [redacted] we
determined that he was incorrectly utilizing the excess inventory list for
overall property searches and had never contacted a reservationist to assist
with securing a unit. We explained the difference between excess inventory and
regular vacation weeks, as well as other specifics regarding how the program
works. In the interest of customer service we agreed to revise [redacted]
account to a paid-in-full status by giving him 5 vouchers for $766.68. We also
offered to waive [redacted] annual service charge for 2015 since he will not
be using his vacation program until 2016. [redacted] accepted our offer and we
adjusted his account accordingly.
We
trust this resolves the complaint, and we ask that you notify us if it is not
resolved. Should you have any questions
regarding this or any other matter, please do not hesitate to contact this
office.
Sincerely,
Customer
Service
Sundance
Vacations
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Sundance called me on my personal phone to initiate the sales process. I did not seek them to purchase anything. They lured me to make a purchase under the guise of a free vacation that I "won."
Here is a link to the PENNSYLVANIA UNFAIR TRADE PRACTICES AND
CONSUMER PROTECTION LAW. Also I have posted the section of that document which states they have to provide me with a "Notice of Cancellation Form." Since they never provided me with any such form, Our contract is null & void until I receive this document from them.
[redacted]
Here is the section stating they have to provide me with a "Notice of Cancellation Form."
PENNSYLVANIA UNFAIR TRADE PRACTICES
AND CONSUMER PROTECTION LAW
§ 201-7. Contracts; effect of rescission
(a) Where goods or services having a sale price of twenty-five dollars ($25) or more are sold or
contracted to be sold to a buyer, as a result of, or in connection with, a contact with or call on
the buyer or resident at his residence either in person or by telephone, that consumer may avoid
the contract or sale by notifying, in writing, the seller within three full business days following the
day on which the contract or sale was made and by returning or holding available for return to
the seller, in its original condition, any merchandise received under the contract or sale. Such
notice of rescission shall be effective upon depositing the same in the United States mail or upon
other service which gives the seller notice of rescission.
(b) At the time of the sale or contract the buyer shall be provided with:
(1) A fully completed receipt or copy of any contract pertaining to such sale, which is in the
same language (Spanish, English, etc.) as that principally used in the oral sales
presentation, and also in English, and which shows the date of the transaction and
contains the name and address of the seller, and in immediate proximity to the space
5 73 P.S. § 201-4.
6 73 P.S. § 201-4.
5
reserved in the contract for the signature of the buyer or on the front page of the receipt
if a contract is not used and in bold face type of a minimum size of ten points, a
statement in substantially the following form:
“You, the buyer, may cancel this transaction at any time prior to midnight of the third
business day after the date of this transaction. See the attached notice of cancellation
form for an explanation of this right.”
(2) A completed form in duplicate, captioned “Notice of Cancellation,” which shall be attached
to the contract or receipt and easily detachable, and which shall contain in ten-point bold
face type the following information and statements in the same language (Spanish,
English, etc.) as that used in the contract:
Notice of Cancellation
(Enter Date of Transaction)
You may cancel this transaction, without any penalty or obligation, within three business days
from the above date.
If you cancel, any property traded in, any payments made by you under the contract or sale, and
any negotiable instrument executed by you will be returned within ten business days following
receipt by the seller of your cancellation notice, and any security interest arising out of the
transaction will be cancelled.
If you cancel, you must make available to the seller at your residence in substantially as good
condition as when received, any goods delivered to you under this contract or sale; or you may,
if you wish, comply with the instructions of the seller regarding the return shipment of the goods
at the seller's expense and risk.
If you do make the goods available to the seller and the seller does not pick them up within
twenty days of the date of your notice of cancellation, you may retain or dispose of the goods
without any further obligation. If you fail to make the goods available to the seller, or if you
agree to return the goods to the seller and fail to do so, then you remain liable for performance
of all obligations under the contract.
To cancel this transaction, mail or deliver a signed and dated copy of this cancellation notice or
any other written notice, or send a telegram, to (name of seller), at (address of seller's place of
business) not later than midnight of (date).
I hereby cancel this transaction.
...................................
(Date)
(c) Before furnishing copies of the “Notice of Cancellation” to the buyer, both copies shall be
completed by entering the name of the seller, the address of the seller's place of business, the
date of the transaction, and the date, not earlier than the third business day following the date of
the transaction, by which the buyer may give notice of cancellation.
(d) Each buyer shall be informed at the time he signs the contract or purchases the goods or
services, of his right to cancel.
(e) The cancellation period provided for in this section shall not begin to run until buyer has been
informed of his right to cancel and has been provided with copies of the “Notice of Cancellation.”
(f) Seller shall not misrepresent in any manner the buyer's right to cancel.
(g) Any valid notice of cancellation by a buyer shall be honored and within ten business days after
the receipt of such notice, seller shall (i) refund all payments made under the contract or sale; (ii)
return any goods or property traded in, in substantially as good condition as when received by
the seller; (iii) cancel and return any negotiable instrument executed by the buyer in connection
with the contract or sale and take any action necessary or appropriate to terminate promptly any
security interest created in the transaction.
(h) No note or other evidence of indebtedness shall be negotiated, transferred, sold or assigned by
the seller to a finance company or other third party prior to midnight of the fifth business day
following the day the contract was signed or the goods or services were purchased.
(i) Seller shall, within ten business days of receipt of the buyer's notice of cancellation, notify him
whether the seller intends to repossess or to abandon any shipped or delivered goods. If seller
elects to repossess, he must do so within twenty days of the date of buyer's notice of
cancellation or forfeit all rights to the delivered goods.
(j) Deleted by 2004, Nov. 30, P.L. 1553, No. 196, § 1, effective in 60 days [Jan. 31, 2005].
I expect a full refund of the $1,500 deposit.
Regards,
[redacted]
Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
January 28, 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 20, 2016 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department made additional attempts to contact [redacted] to discuss her complaint. Our attempts were as follows;
• January 23, 2016 at 4:25pm- call attempt, we left a message requesting that the customer call us back.
• January 27, 2016- call attempt at 6:22pm, 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. Please note that we cannot resolve Ms. [redacted]’s concerns without speaking to her.
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
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
[redacted]
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 October 10, 2014 regarding a complaint that was filed
by [redacted]. After receiving your
letter a representative from our customer service department had the
opportunity to speak with [redacted]. During the conversation [redacted] explained his
concerns, which amounted to buyer’s remorse. 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 his account upon the receipt of an executed Confidential
Termination, Release and Refund Agreement. That same day we sent [redacted] his 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. On April 22, 2014, I emailed [redacted], a worker for the Sundance Vacations Inc, a signed Termination and Release Agreement to cancel my account.
Regards,
[redacted]
Sundance Vacations, Inc.
[redacted] Wilkes Barre, PA [redacted]
January 19, 2016
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 January 14, 2016 regarding a 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 14, 2016 at 7:58pm- call attempt, we left a message requesting that the customer call us back.
• January 16, 2016- call attempt at 4:31pmpm, we left a message requesting that the customer call us back.
• January 19, 2016- call attempt at 5:09pm, 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
November
11, 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 7, 2014 regarding a complaint that was filed
by [redacted]. After receiving your letter I reviewed [redacted]’s
account and found that he spoke with a manager from the Client Resolution department
on November 11, 2014. During the conversation [redacted] explained his
disappointment with regard to the lack of available properties (in Puerto Rico)
for use through his 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 his account with refund upon the receipt of an
executed Confidential Termination, Release and Refund Agreement. That same day
we sent [redacted] his Confidential Termination, Release and Refund
Agreement. 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.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
January
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 for your letter dated January 8, 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 manager from our customer service
department on January 6, 2015. During the conversation [redacted] explained
her disappointment with regard to the reservation process that is utilized for 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 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
Thank you for your letter dated February 21, 2016 regarding Gail [redacted]. I was sorry to learn about Ms. [redacted]’s dissatisfaction with her Express Travel Agreement purchased on October 23, 2015. In font-size: 11px;">particular, I was sorry to learn that she felt that many of the costs associated with her Agreement were not covered adequately. It 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 place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand. In her complaint to your office Ms. [redacted] makes reference to many “hidden fees” and “extra costs” that were not explained. As a point of reference I have included two pages of her Express Travel Agreement for you to consider. Please note that on the Express Travel Agreement we have our clients initial either “YES” or “NO” to a series of easy-to-understand questions that cover all of the fees associated with the Travel Agreement. In the sections of that Agreement copied below, you can see that Ms. [redacted] initialed in the affirmative that she understood these costs.Furthermore, we also provided Ms. [redacted] with an addendum to her Agreement: our 2015 Reservation Fee Schedule. I have also enclosed this document for your reference. This full page, infographic-style document makes the fees associated with any possible vacation that can be taken through our services easy to see and understand. Please note that Ms. [redacted] signed this document, indicating that she understood its contents and accepted the terms detailed therein. After receiving your letter a manager from our customer service department began to try to contact Ms. [redacted] in an effort to discuss her complaint. Unfortunately we have been unable to contact her, having left messages to contact us at the number listed on this complaint on three occasions (2/29, 3/2, and 3/4/16). 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 Ms. [redacted]’s concerns. If Ms. [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 1-###-###-####. Sincerely, Ed C[redacted] Sr. Manager, Customer Service Sundance Vacations
Under a high pressure pitch, I purchased a vacation package with Sundance Vacations (aka www.planwithtan.com), and have been extremely dissatisfied with the service and product. Firstly, the usage cost of incorrectly explained at the time of service (amounting to more than 100% over what was communicated), and secondly the add-on of Buy One Get One airfare was grossly miscommunicated (travel only in 48 states not to all property locations). I believe both were intentional in order for me to purchase the offering. After having the package for a month, I am also realizing that the customer service agents are inept and quite combative, which is the third issue. Fourthly, the availability of booking various locations (ie Caribbean) were totally misrepresented, as there exists approx 3-4 properties in that region (not 6) and mainly only in the Dominican Republic. Lastly, there exists no option for refund (full or partial), even when services are not rendered in the promised manner. I would not recommend this product/service to anyone, and would vehemently suggest that all would-be buyers to beware.
Sundance Vacations,...
Inc.
264
Highland Park Boulevard
Wilkes
Barre, PA 18702
January
27, 2015
Revdex.com
of Metro Washington DC and Eastern Pennsylvania
Attn:
[redacted]
RE:
[redacted], ID [redacted]
Ms. [redacted]:
Thank
you for your letter dated January 22, 2015 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 disappointment with regard to the reservation
process that is utilized for his vacation program. 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 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 [redacted]
November 16, 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 November 11, 2015 regarding a complaint that was filed by [redacted]. After receiving your letter a manager from our customer service department contacted [redacted] to discuss his complaint. During the conversation [redacted] explained his disappointment with regard to the reservation process that is utilized for his 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 his account upon the receipt of an executed Confidential Termination, Release and Refund Agreement. That same day we sent [redacted] his Confidential Termination, Release and Refund Agreement. 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] Boulevard
Wilkes Barre, PA [redacted]
January 27, 2016
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 January 19, 2016 regarding a complaint that was filed by [redacted]. I was sorry to hear of [redacted]’s misunderstanding regarding the terms and conditions of the vacation program that she purchased from us on April 13, 2012. 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.
After receiving your letter a manager from our customer service department reviewed the notes for [redacted]’s account. It was apparent that as a result of reading negative online reviews, she no longer wanted her vacation program. Although there has been no breach of contract on the seller’s part, in the interest of customer service we agreed to 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. The executed document was received in our office on January 26, 2016 and we immediately finalized the cancellation of [redacted] account. [redacted] can expect to receive her refund within 10-14 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
[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], although there are outstanding questions that Sundance Vacations has not addressed, I find that this resolution is satisfactory to me contingent upon Sundance Vacations fulfilling the terms of the agreement outlined within its processing timeframe of 7-14 business days, and based on the method I requested.
Regards,
[redacted]
Sundance Vacations, Inc.
264 Highland Park Boulevard
Wilkes Barre, PA 18702
August 13, 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 August 11, 2014 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department made several additional attempts to contact [redacted] to resolve her complaint. Our attempts were as follows;
August 11, 2014- call attempt at 3:10pm, we left a message requesting that the customer call us back.
August 12, 2014- call attempt at 2:18pm, we left a message requesting that the customer call us back.
August 13, 2014- call attempt at 11:31am, 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 phone calls. If [redacted] would like to resolve 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I am not comfortable with closing this matter until I recieve a check from this company...I sent their termination letter to them today 3/31.
Regards,
[redacted]
March 1, 2016Thank you for your letter dated February 19, 2016 regarding a complaint that was filed by [redacted]. I was discouraged to learn that [redacted] was rejecting our response, particularly because I was clear in that response that I was “confident that if given the opportunity we could resolve [redacted]’s concerns.” [redacted] responded by merely reiterating his original complaint to your office, and by copying/pasting a segment of the Pennsylvania Consumer Protection Laws that do not pertain to this particular purchase (as outlined in our prior response to his original complaint).Upon receiving his rejection of our response to the complaint to your office, a representative from our Customer Service team attempted to contact [redacted] in an effort to remedy the situation. Our records indicate that messages were left for [redacted] on February 25, February 27, and February 29, 2016. As of the writing of this letter we have not heard back from [redacted]. Unfortunately it appears that [redacted] is continuing his refusal to discuss this matter with us, and as a result we were not able to offer a resolution to this complaint. I still remain confident that if given the opportunity we could resolve [redacted]’s concerns. If [redacted] would like to discuss his complaint and become an active participant in its resolution I would again encourage him to contact our Customer Service department at his 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,Ed C.
Sr. Manager, Customer Service
Sundance Vacations,...
Inc.
[redacted]
*
*
[redacted]
*
*
[redacted]
*
[redacted]
*
*
[redacted]:
Thank
you for your letter dated April 15, 2015 regarding [redacted]. I was sorry to hear of [redacted]
misunderstanding regarding the terms and conditions of the vacation program
that he purchased from us on August 16, 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.
After
receiving your letter a manager from our customer service department contacted [redacted] to discuss his complaint. During our conversation with [redacted] we
determined that he was incorrectly utilizing the excess inventory list for
overall property searches and had never contacted a reservationist to assist
with securing a unit. We explained the difference between excess inventory and
regular vacation weeks, as well as other specifics regarding how the program
works. In the interest of customer service we agreed to revise [redacted]
account to a paid-in-full status by giving him 5 vouchers for $766.68. We also
offered to waive [redacted] annual service charge for 2015 since he will not
be using his vacation program until 2016. [redacted] accepted our offer and we
adjusted his account accordingly.
We
trust this resolves the complaint, and we ask that you notify us if it is not
resolved. Should you have any questions
regarding this or any other matter, please do not hesitate to contact this
office.
Sincerely,
Customer
Service
Sundance
Vacations
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Sundance called me on my personal phone to initiate the sales process. I did not seek them to purchase anything. They lured me to make a purchase under the guise of a free vacation that I "won."
Here is a link to the PENNSYLVANIA UNFAIR TRADE PRACTICES AND
CONSUMER PROTECTION LAW. Also I have posted the section of that document which states they have to provide me with a "Notice of Cancellation Form." Since they never provided me with any such form, Our contract is null & void until I receive this document from them.
[redacted]
Here is the section stating they have to provide me with a "Notice of Cancellation Form."
PENNSYLVANIA UNFAIR TRADE PRACTICES
AND CONSUMER PROTECTION LAW
§ 201-7. Contracts; effect of rescission
(a) Where goods or services having a sale price of twenty-five dollars ($25) or more are sold or
contracted to be sold to a buyer, as a result of, or in connection with, a contact with or call on
the buyer or resident at his residence either in person or by telephone, that consumer may avoid
the contract or sale by notifying, in writing, the seller within three full business days following the
day on which the contract or sale was made and by returning or holding available for return to
the seller, in its original condition, any merchandise received under the contract or sale. Such
notice of rescission shall be effective upon depositing the same in the United States mail or upon
other service which gives the seller notice of rescission.
(b) At the time of the sale or contract the buyer shall be provided with:
(1) A fully completed receipt or copy of any contract pertaining to such sale, which is in the
same language (Spanish, English, etc.) as that principally used in the oral sales
presentation, and also in English, and which shows the date of the transaction and
contains the name and address of the seller, and in immediate proximity to the space
5 73 P.S. § 201-4.
6 73 P.S. § 201-4.
5
reserved in the contract for the signature of the buyer or on the front page of the receipt
if a contract is not used and in bold face type of a minimum size of ten points, a
statement in substantially the following form:
“You, the buyer, may cancel this transaction at any time prior to midnight of the third
business day after the date of this transaction. See the attached notice of cancellation
form for an explanation of this right.”
(2) A completed form in duplicate, captioned “Notice of Cancellation,” which shall be attached
to the contract or receipt and easily detachable, and which shall contain in ten-point bold
face type the following information and statements in the same language (Spanish,
English, etc.) as that used in the contract:
Notice of Cancellation
(Enter Date of Transaction)
You may cancel this transaction, without any penalty or obligation, within three business days
from the above date.
If you cancel, any property traded in, any payments made by you under the contract or sale, and
any negotiable instrument executed by you will be returned within ten business days following
receipt by the seller of your cancellation notice, and any security interest arising out of the
transaction will be cancelled.
If you cancel, you must make available to the seller at your residence in substantially as good
condition as when received, any goods delivered to you under this contract or sale; or you may,
if you wish, comply with the instructions of the seller regarding the return shipment of the goods
at the seller's expense and risk.
If you do make the goods available to the seller and the seller does not pick them up within
twenty days of the date of your notice of cancellation, you may retain or dispose of the goods
without any further obligation. If you fail to make the goods available to the seller, or if you
agree to return the goods to the seller and fail to do so, then you remain liable for performance
of all obligations under the contract.
To cancel this transaction, mail or deliver a signed and dated copy of this cancellation notice or
any other written notice, or send a telegram, to (name of seller), at (address of seller's place of
business) not later than midnight of (date).
I hereby cancel this transaction.
...................................
(Date)
6
...................................
Buyer's Signature
(c) Before furnishing copies of the “Notice of Cancellation” to the buyer, both copies shall be
completed by entering the name of the seller, the address of the seller's place of business, the
date of the transaction, and the date, not earlier than the third business day following the date of
the transaction, by which the buyer may give notice of cancellation.
(d) Each buyer shall be informed at the time he signs the contract or purchases the goods or
services, of his right to cancel.
(e) The cancellation period provided for in this section shall not begin to run until buyer has been
informed of his right to cancel and has been provided with copies of the “Notice of Cancellation.”
(f) Seller shall not misrepresent in any manner the buyer's right to cancel.
(g) Any valid notice of cancellation by a buyer shall be honored and within ten business days after
the receipt of such notice, seller shall (i) refund all payments made under the contract or sale; (ii)
return any goods or property traded in, in substantially as good condition as when received by
the seller; (iii) cancel and return any negotiable instrument executed by the buyer in connection
with the contract or sale and take any action necessary or appropriate to terminate promptly any
security interest created in the transaction.
(h) No note or other evidence of indebtedness shall be negotiated, transferred, sold or assigned by
the seller to a finance company or other third party prior to midnight of the fifth business day
following the day the contract was signed or the goods or services were purchased.
(i) Seller shall, within ten business days of receipt of the buyer's notice of cancellation, notify him
whether the seller intends to repossess or to abandon any shipped or delivered goods. If seller
elects to repossess, he must do so within twenty days of the date of buyer's notice of
cancellation or forfeit all rights to the delivered goods.
(j) Deleted by 2004, Nov. 30, P.L. 1553, No. 196, § 1, effective in 60 days [Jan. 31, 2005].
I expect a full refund of the $1,500 deposit.
Regards,
[redacted]
Sundance Vacations, Inc.
[redacted]
Wilkes Barre, PA [redacted]
January 28, 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 20, 2016 regarding an update to the complaint that was filed by [redacted]. After receiving your letter a manager from our Customer Service department made additional attempts to contact [redacted] to discuss her complaint. Our attempts were as follows;
• January 23, 2016 at 4:25pm- call attempt, we left a message requesting that the customer call us back.
• January 27, 2016- call attempt at 6:22pm, 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. Please note that we cannot resolve Ms. [redacted]’s concerns without speaking to her.
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
[redacted]
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 October 10, 2014 regarding a complaint that was filed
by [redacted]. After receiving your
letter a representative from our customer service department had the
opportunity to speak with [redacted]. During the conversation [redacted] explained his
concerns, which amounted to buyer’s remorse. 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 his account upon the receipt of an executed Confidential
Termination, Release and Refund Agreement. That same day we sent [redacted] his 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. On April 22, 2014, I emailed [redacted], a worker for the Sundance Vacations Inc, a signed Termination and Release Agreement to cancel my account.
Regards,
[redacted]