Surge 365

To Whom It May Concern: Thank you for providing us the opportunity to resolve the complaint filed by this customer Surgehas a 100% refund guarantee for any refund request greater than $that is submitted within business days of the order This customer stated the desired settlement for this complaint was a refund of her monthly fees totaling $ As this request was made within the stated time frame for refund we have cancelled her subscription and will refund her account the full amount of $ This refund is not solely a result of this Revdex.com complaint but is part of our refund guarantee extended to all subscribers Had this customer contacted us directly her request would have been honored with no hesitation by our team As the customers desired settlement has been fulfilled we believe this complaint can be closed But, we would also like to address the statements contained within the customer's complaintThis customer enrolled as a Travel Agent on September 13th As a Travel Agent she has access to a full-service travel agency that allows our customers to follow the career path of a Travel Agent This travel solution has everything to do with being a Travel AgentThe monthly fee is clearly listed in Step of the signup process No personal information is collected prior to this step The monthly fee is clearly listed again at the close of the signup process prior to completing the purchase Please see screenshots attached No customer of Surgeis required to sign up other individuals As there is no such requirement there is also no fee of $5,as stated in her complaint A customer may cancel at any time An email is sent to each new participant containing detailed information for accessing the back office The back office contains our searchable Terms and Conditions with easy to find instructions for cancelling by calling our office or emailing our Cancellations Department From the back office customers also have the ability to submit a request to cancel through support ticket hours a day Additionally, the back office contains our contact information- including our mailing address, telephone number, and our Support Team email address Customers may cancel by contacting us through any of those avenues as wellThe searchable Terms and Conditions are provided prior to completing the enrollment process and must be agreed to before the customer can continue and complete the purchaseSurgeis not a pyramid scheme Any individual can work the Surgeopportunity and earn more income than the person who introduced them to the business As the customer’s refund has been initiated and given the information presented in her complaint we respectfully request this matter be closed Thank you and please let us know if you have any questionsSincerely, Surge365Compliance Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

To Whom It May Concern: We appreciate this customer for taking the time to communicate why our supplier’s service did not meet her expectations. We have every desire to address each concern listed in order to provide an explanation of the events as recorded by our supplier. We
anticipate this information will alleviate any concerns that this customer did not receive optimal support from the guest services support team. We would like to begin by summarizing the customer’s statement of the problems from our perspective of the events. The customer did attempt to cancel the reservation in question online. It appears by the complaint that the customer thought the flight had been successfully cancelled online but it was not successfully cancelled. It is important to note she was advised by the service support team that the flight had not been cancelled. After being given this information she then elected not to cancel the reservation and in doing so to forgo future credits. The customer chose to keep the flight as is. The customer is not due a refund as the flight was non-refundable and Trip Cancellation Protection was not purchased. The customer is not due flight credit as she turned down this option when she chose not to cancel the flight and was tagged as a no show by the airlineThe customer’s closing statement claims she has not been compensated for any booked reservations as promised. While we offer rebates to customers for some cruise bookings, I confirmed with the travel services team this customer has not booked a cruise and as such is not owed any rebate. Below is a detailed account of the events from the perspective of our supplier’s service team: The customer booked a flight online on March 9th. Details of the flight as well as the cancellation terms were provided. The flight cancellation policy states that once ticketed, the reservation is non-refundable. The policy also recommends purchasing Trip Cancellation Protection before proceeding with the booking. On March 27th the customer called our guest services support team to request a new flight time due to a scheduled meeting that conflicted with her original booking. Our service team attempted to find flight options that would work for the customer and advised her of the change fees. On March 30th the customer called again but at this time our service team was unable to find a flight that would accommodate the customers schedule needs. Although the reservation was non-refundable the service team was able to secure the option to have a portion of the cancellation fee applied toward future credits. The cancellation fee was $and $would be kept open for future flight credits with the airline. The customer was given this information and she advised the service team she wanted to think about her options and call back. On March 31st our service team reached out to the customer to advise her again of the option to cancel and receive future credits of $toward another flight. The credits would be available for up to one year from the date the ticket was issued if the customer decided to cancel. The customer thanked the service team member for calling but stated she wanted to keep the ticket as it currently is. The customer decided to keep the original flight and chose not to cancel the reservation. On April 5th, two days after the schedule flight, the customer initiated a live chat to inquire if the reservation was cancelled. While the service member was researching the booking the customer disconnected the chat. The service member called the airline and was advised by the airline that the customer was tagged as a no show. The service member called the customer again to relay this information and was told by the customer that she had booked another flight. The service member requested the reservation number of the second booking but was advised by the customer that she wanted to get more information and would call back. While the notes on the customers account do not support the complaints listed in her statement we welcome continued dialogue with this customer. Our clients are our paramount concern. It is important to us that our customers have confidence in our company and that their needs are met. Continued dialogue on the matter may also help us to further evaluate how to prevent a complaint such as this from occurring again in the future. If you have any questions or seek any additional information please do not hesitate to contact us. Given the facts provided in this response we respectfully ask that this complaint be closed. Sincerely, Surge365Compliance Department

I am rejecting this response because: I didn't receive the amount of credit points I should have since they want to charge me for the expensive room. They are mad and wanted to know how I found out about the rate they paid the hotel vs what they charged me for saying I clicked on the high oneI selected the cheap one they charged me for the higher with absolutely no difference in description. So I still don't accept their response

To Whom It May Concern: Thank you for giving us the opportunity to address this customer’s complaint. First, it is important to understand the customer did not submit her request for cancellation/refund to our Corporate Office. Instead, she submitted the request to a third
party provider. To contact this provider through the app she referenced, the customer would have first been taken to a screen which clearly instructs the viewer to contact the SurgeCorporate Office for matters such as orders. The screen displays our contact information including our telephone number, email address and mailing address. Please see screenshot attached. The customer did not follow the instructions provided on the screen. When the third party provider replied they again advised the customer to contact our Corporate Office directly to cancelSecond, the customer’s initial request, sent to the third party provider, was submitted on September 23rd. It was not submitted days later as indicated in her complaint. Third, it is our policy to provide the terms of enrollment during the signup process and to make them available to all customers 24/in their back office. The searchable terms provide the email address to our Cancellations Department. Additionally, our contact information is provided through the back office as well as the ability to submit a Support Ticket to our Corporate Office 24/7. Any of these avenues can be used to submit a request to cancel the accountFourth, the first contact made with our office was on 10/3/17. The customer’s account was cancelled at that time and a confirmation email was sent. The customer replied to the cancellation confirmation with her request for refund. The customer provided a screen shot of the communication to the third party provider where the date is stamped as 9/23/17. The customer also advised our team in writing that her original request to cancel was sent on 9/23/17. The customer had a clear understanding of our business day policy. However, she confirms herself that her request was submitted more than business days from the date of her enrollment on 9/15/ Please see screenshots attachedIt is most important to stress that we at Surgebelieve strongly in this business and what it can do to change the future of our customers. Although this customer submitted the refund request to the wrong company, our Executive Team would have undoubtedly approved a special request for refund. However, as per her proof of request, the original cancellation request was submitted outside the established time frame for refund. We are here to help improve the financial situation of others. Given the extreme measures this customer has taken to recoup the fees paid, we fear this customer needs the funds used to enroll. We encourage the customer to contact our Corporate Office at *** to discuss a possible partial refundThank you and please let us know if you have any questionsSincerely, Surge365Compliance Department

While we are sympathetic to the customer's personal circumstances the information provided in the filed complaint is not correctContrary to the customers claim she had full access to the services in which she enrolled on May 27, The customer signed a completed application which included
her personal contact information and billing informationThe signed application also clearly defined all optional fees associated with the Membership and Associate Enrollment including the initial set up fee, the recurring monthly fee, the mobile app and our cancellation policySurgeoffers a 100%, five business day money back satisfaction guarantee to all Members and AssociatesThe customer was mailed a package to the address provided on the form which was returned to us in SeptemberWe have attempted to contact the customer to provide her with a copy of the signed applicationWe would also like to discuss a possible refund with documentation of her hospitalizationThe customer has not returned our call
Given the customer had full access to the service and given the signed record of her understanding of the service fees we ask this case be closed

(The consumer indicated he/she DID NOT accept the response from the business.)
I was never sent any documentation from this companySecondly, the only call received from this company company was yesterday (10/20/15) of which, I was at work and was unable to speak to the party who calledI advised I would call her back, but was unable to do so before the day was over
I never received or utilized any services or products from this company, for which they are holding my findsI would like to see the signed copies of the documents they started was returned and what was the reason for the post office returning my mail without delivery
The information they are representing is and they are very much aware
Thank you,
*** ***

While we are sympathetic to the customer's personal circumstances the information provided in the filed complaint is not correct. Contrary to the customers claim she had full access to the services in which she enrolled on May 27, 2015. The customer signed a completed application which included her personal contact information and billing information. The signed application also clearly defined all optional fees associated with the Membership and Associate Enrollment including the initial set up fee, the recurring monthly fee, the mobile app and our cancellation policy. Surge365 offers a 100%, five business day money back satisfaction guarantee to all Members and Associates. The customer was mailed a package to the address provided on the form which was returned to us in September. We have attempted to contact the customer to provide her with a copy of the signed application. We would also like to discuss a possible refund with documentation of her hospitalization. The customer has not returned our call.
Given the customer had full access to the service and given the signed record of her understanding of the service fees we ask this case be closed.

Complaint: [redacted]
I am rejecting this response because:
I can print out my phone records that will show multiple talks with different associates and if the calls are recorded as well as accurate records being kept, there is no reason to not have documentation of my many calls being made. I see that this is getting nowhere. 
Sincerely,
[redacted]

As previously stated we are willing to issue a refund if the consumer can provide the requested documentation of her hospitalization.

To Whom It May Concern: Thank you for providing us the opportunity to resolve the complaint filed by this customer.  Surge365 has a 100% refund guarantee for any refund request greater than $25 that is submitted within 5 business days of the order.  This customer stated the desired...

settlement for this complaint was a refund of her monthly fees totaling $49.95.  As this request was made within the stated time frame for refund we have cancelled her subscription and will refund her account the full amount of $49.95.  This refund is not solely a result of this Revdex.com complaint but is part of our refund guarantee extended to all subscribers.  Had this customer contacted us directly her request would have been honored with no hesitation by our team.  As the customers desired settlement has been fulfilled we believe this complaint can be closed.  But, we would also like to address the statements contained within the customer's complaint. This customer enrolled as a Travel Agent on September 13th.  As a Travel Agent she has access to a full-service travel agency that allows our customers to follow the career path of a Travel Agent.  This travel solution has everything to do with being a Travel Agent. The monthly fee is clearly listed in Step 1 of the signup process.  No personal information is collected prior to this step.  The monthly fee is clearly listed again at the close of the signup process prior to completing the purchase.  Please see screenshots attached.  No customer of Surge365 is required to sign up other individuals.  As there is no such requirement there is also no fee of $5,000 as stated in her complaint.   A customer may cancel at any time.  An email is sent to each new participant containing detailed information for accessing the back office.  The back office contains our searchable Terms and Conditions with easy to find instructions for cancelling by calling our office or emailing our Cancellations Department.  From the back office customers also have the ability to submit a request to cancel through support ticket 24 hours a day.  Additionally, the back office contains our contact information- including our mailing address, telephone number, and our Support Team email address.  Customers may cancel by contacting us through any of those avenues as well. The searchable Terms and Conditions are provided prior to completing the enrollment process and must be agreed to before the customer can continue and complete the purchase. Surge365 is not a pyramid scheme.   Any individual can work the Surge365 opportunity and earn more income than the person who introduced them to the business.   As the customer’s refund has been initiated and given the false information presented in her complaint we respectfully request this matter be closed.  Thank you and please let us know if you have any questions. Sincerely, Surge365Compliance Department

Revdex.com [redacted] Saint Louis, MO 63102   RE:  Case # [redacted]:  [redacted] Member Account [redacted]   A review of the notes on member [redacted]s account found that although the Terms & Conditions of her reservation indicate a $350...

cancellation penalty our reservation team worked to obtain future flight credits in the amount of $1005.00 for which [redacted] accepted and thanked our team for on February 12th.  The reservation team worked diligently with the vendor and airline to ensure a positive resolution in favor of the member.  Although we were not at fault for the cancellation, we ensured [redacted] received compensation at a minimal loss of only $129.42.      A thorough record of the reservation details transpiring between the dates of January 4 and January 10 is available if necessary.   As the reservation was resolved to the consumers satisfaction we ask this complaint be closed.   Thank you and please let us know if there are any questions or if additional action is required on our part.   Sincerely,   Surge365 Compliance Department

To Whom It May Concern:Thank you for notifying us and allowing us the opportunity to resolve our client’s complaint.  We worked with our supplier regarding this member’s experience and were provided with the following information: Client complaint:  Member states she was trying to...

book a room at $388 but it was booked at $422.Supplier reply:   System shows four attempts to place a reservation within one 30 minute period.  Each attempt was at the rate of $432.77.  Our supplier works with live inventory so our member may have seen a rate of $388 at one point before the price increased.  Also, each resort offers different room types so the lowest rate displayed may be different from the room type the guest booked.   Client complaint:  Member states she did not receive the correct amount of Reward Credits for her booking.Supplier reply:  Information shows the member did receive the correct number of reward credits for her booking.   Attached is a screen shot of Reward Credits earned for a room at a different hotel at a similar price and returns a similar amount of Reward Credits our member earned for her booking. Client complaint:  Member states she was told at check-in the room cost was only $342 and that the cost would be applied to a different credit card than what the member used at the time of the booking.Supplier reply:  We work with various aggregates in order to bring members the best available rates and savings in travel.  Our vendor obtains a wholesale rate then adds a markup to the rate before providing it to us.  We do not add any additional markups and instead pass along the savings directly to our members.  This is why our member saw a lower rate on the receipt and why a different credit card was used for the booking.The hotel should not have provided our member with the wholesale rate displayed on the receipt as this is a breach of contract.   The wholesale rate listed on the receipt is not available to the public.   Our records indicate this member has not reached out directly to Surge365 regarding her complaint.  We value our member’s and their faith in our company.  As a courtesy our supplier has agreed to add the additional Reward Credits the member stated she believed she should have received for a total of 634 Reward Credits.  We cannot advocate for a refund as all reservation attempts show the price the member paid. We thank you again for giving us a forum to work with our clients.  We look forward to positively resolving the matter with our member.  Thank you and please let us know if you have any questions.Sincerely, Surge365Compliance Department