The Regal Card, LLC.

Dear Sir or Madam,This letter is to serve as a reply to [redacted] ’s second inquiry: [redacted] 's states (without providing any evidence to support his claim) that:"I did in fact state clearly on making the order on their website that it was conditioned on the Priority Pass being included."This claim is inaccurate and and in our previous reply, we have submitted evidence to proof the untruthfulness of this accusation.We have once again reviewed all communication efforts with [redacted] and there is no indication that the purchase was exclusively for Priority PassIf [redacted] has evidence to prove otherwise, we will gladly review it.Please see below again the copy of the first e-mail sent by [redacted] before the purchase of the Regal Card membership:On Sat, Oct **, at 5:PM, < [redacted] > wrote: [redacted] From the e-mail it is evident that [redacted] was in fact interested in a discounted rate for our membership.If [redacted] had indeed indicated that he was only interested in our Lounge benefit, our team would have suggested to him to register for our Lounge Plan, which has an even lower rate of $However, he did not mention anything of the sort and we honored the promotion of $ [redacted] 's also states that:"The company is correct, they offered a refund, but then they rescinded the offer stating “In response to your last email, however, I have decided and instructed that a refund not be issues” in an email from Eli O [redacted] , the founder & CEO of Regal Card on [redacted] November Furthermore, contrary to what they allege they have neither refunded the money paid nor have they paid the damages requested."In the Terms of Service it is clearly stated that based on the nature of our service, once a membership has been purchased, we hold a firm policy against refunds of any kind due to 1) the the Terms of Service agreed to at sign up and 2.) the immediate access to all vendor discounts and offers once becoming a member (all benefits that easily add up to thousands of dollars in value.) However, we always put our members first and we always strive for excellent customer supportThus, when [redacted] requested a refund due to his dissatisfaction with our change in our provider (which according to our Terms of Service, we had the full right to perform and we are not liable for any changes in benefits), we still in good faith agreed on a refundWe kindly replied that we will perform the refund requested in order to make the member happy and avoid conflict.Unfortunately, in response to our friendly e-mail, where we have stated that we will honor the member’s wishes for a refund, we received a disagreeable response, which due to its aggressive nature, led to our CEO retracting the offer for refund [redacted] has agreed on our Terms of Services at registration, thus the Regal Card is legally not obliged to refund [redacted] We have cordially agreed on the refund to avoid confrontation, but our response was met with a negative reply and hostility, thus we have retracted the refund offerWe would also like to address [redacted] 's third accusation:"While they may be able to change their terms-- I do not know as they never sent me a contract and it was not accessible online--I do not believe it is either honest or legal for Regal Card to substantially change the terms of the already paid for card."We would like to clarify that we did not change the Terms of ServiceWe have upgraded our Lounge benefitThe Lounge Benefit is still available, we have not excluded it, we have simply changed the provider for the service, which according to our Terms of Service we have the right to doThe way Regal Card works is through various partnerships with numerous travel related benefitsThose partnership arrangements are revised and modified in timeThis is why it is clearly stated in our Terms of Service that we are not liable for changes of services and providers[redacted] ’s statement that our Terms of Service are not online accessible is once again untrue.Regal Card is an annual membership service - it does not require customer payment information unless a user willingly inputs their billing information and agrees on the Terms.Our Terms of Service are hosted permanently on our website ( [redacted] ) and made public for everyone to see and reviewAt our main website we have a tab called LEGAL where our Terms of Services are presented and available for everyone to reviewIn addition, at registration, before Confirming the payment, members agree to the Terms of Service and a link to the Terms is also provided for our members (at the Billing Page as well)Meaning that upon completing his application for the membership and before agreeing to the Terms of Service, [redacted] had the option of reviewing those Terms.In conclusion, while we understand that [redacted] is frustrated, we are hoping that the full correspondence, which disproves his accusations, along with the evident access to our Terms of Service that [redacted] explicitly agreed to before submitting his payment information, will relieve us of this and any further complaints made by [redacted] We have submitted substantial evidence to refute all accusations made by [redacted] We have provided copies of our communication with him and of our Terms of Service (according to which we are in our right to change providers)Unfortunately, even after our honest responses, [redacted] continues to make claims without submitting any evidence, which results in serious damages for our company’s image

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The answer is not truthfulI did in fact state clearly on making the order on their website that it was conditioned on the Priority Pass being includedThe company is correct that they offered a refund, but then they rescinded the offer stating "In response to your last email however, I have decided and instructed that a refund not be issued" in an email from Eli O [redacted] , the founder & CEO of Regal Card on [redacted] November Furthermore, contrary to what they allege they have neither refunded the money paid nor have they paid the damages requestedWhile they may be able to change their terms--I do not know as they never sent me a contract and it was not accessible online--I do not believe it is either honest or legal for Regal Card to substantially change the terms of the already paid for card In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:At this time, I have not been contacted by The Regal Card, LLC. regarding complaint ID ***.On June ***, I cancelled the service and asked for a full refund, as I no longer trust a company which is silent when criminal activity within their office is suspected
They have decided to ignore me.Sincerely,*** ***

Revdex.com:At this time, I have not been contacted by The Regal Card, LLC. regarding complaint ID ***On June ***, I cancelled the service and asked for a full refund, as I no longer trust a company which is silent when
criminal activity within their office is suspectedThey have decided to ignore me.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The answer is not truthfulI did in fact state clearly on making the order on their website that it was conditioned on the Priority Pass being includedThe company is correct that they offered a refund, but then they rescinded the offer stating "In response to your last email however, I have decided and instructed that a refund not be issued" in an email from Eli O***, the founder & CEO of Regal Card on ** November Furthermore, contrary to what they allege they have neither refunded the money paid nor have they paid the damages requestedWhile they may be able to change their terms--I do not know as they never sent me a contract and it was not accessible online--I do not believe it is either honest or legal for Regal Card to substantially change the terms of the already paid for card
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We appreciate the opportunity given to us to reply to the complaint made by our member *** *** to Revdex.com with regards to his experienceHere at Regal Card we strive to provide the utmost
in customer service and offer a smooth seamless experience with each one of our products and services to all our membersOn November *** *** *** has contacted us via e-mail to express his concern in regards to our upgrade of the lounge benefit and change of lounge providers, which under “MEMBERSHIP BENEFITS” in the Terms of Service he agreed to at sign up, The Regal Card has full right to do so“(b) TRC has the right to add, modify or eliminate any benefit or service at any time at our discretionThe Regal Card does not guarantee the availability of any of its benefits and they are all subject to change at any time without notice.” *** *** is a member with Regal Card since November ***, He states that he has informed us “in writing” that when he purchased the Regal Card, “the purchase was being made because they offered Priority Pass Membership”The reality though is that he contacted us on October ***, expressing his interest in The Regal Card with the promotional (at the time expired) rate of $and he did not mention Priority PassPlease see the e-mail communication regarding this below: On Sat, Oct **, at 5:PM, wrote: *** *** *** ***
* ** *** ** *** *** *** *** *** ** *** *** ** *** *** * *** *** ** *** *** *** ** *** ** ** *** *** *** ** *** *** *** *** *** *** ** * *** *** *** * *** ** *** ** ***
***
*** *** *** also states that: “The Regal Card company, did, without my requesting it, offer to refund my membership fee”In reality, after assuring *** *** that our lounge access is still available as a benefit and members will still have access to more than 800+ lounges worldwide with additional perks added to the benefit, *** *** (on behalf of *** ***) send us an e-mail on November 24th stating that: “*** *** does not accept your changes at this point and this communication is without prejudice to his right to a full refund of any and all money paid to your company due to your unilateral changes as well as damages caused by your changes and your delay in communicating the details of your changes to us.” After which e-mail we have informed them that we will perform the requested refund for *** ***A decision our company has agreed to in order to make our member happy, even though we are protected by our Terms of ServiceIn regards to *** ***’s accusation that our quotes took “extraordinary amount of time”, this is again untrueWe have the e-mail communication and *** *** submitted two hotel inquiries on November *** at 12.40PM and 4.24PM and our team responded on November *** at 7.13PM and 7.35PMWe always inform our members that the usual responding time is within 12-hoursIn addition, our arrangements with the hotels provide members with up to 30% off and in the case with *** *** inquiries, we have offered a free breakfast as wellLastly, we would like to address *** ***’s concern regarding the statement that “Regal Card itself does not do anything really..” which was taken out of context and refers to the physical Regal CardThe Regal Card program does indeed offer countless luxury benefits such as unlimited lounge access, premium travel insurance, personal 24/concierge, preferred rates at hotels worldwide, mileage redemption assistance and much much moreAll those benefits (as we have informed *** ***) must be accessed and claimed onlinePlease see below the exact wording from our original e-mail message to *** *** in regards to him requesting shipment to a specific address: “We would be happy to ship your card to whichever address you preferHowever, we do ship it with regular mail and for deliveries outside of the US it can take 4-weeks for the Welcome Pack to arriveI would like to clarify though that the Regal Card itself does not do anything reallyIt is just for you to identify as a memberAll benefits, perks and services can and must be accessed and activated online via the Regal Card member portalMeaning that once registration is complete, you have immediate access to all benefits and perks instantly.” In conclusion, we have delivered the service promised, we have answered all his inquiries in a timely manner and we have agreed to perform the requested refund, even though we are protected by our Terms of ServiceWe always strive to put our members first and make them happy, thus we offered to refund *** *** due to the inconveniences

We appreciate the opportunity given to us to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experience. Here at Regal Card we strive to provide the utmost in customer service and offer a smooth seamless experience with each one of our products and services to...

all our members. On November [redacted] has contacted us via e-mail to express his concern in regards to our upgrade of the lounge benefit and change of lounge providers, which under “10. MEMBERSHIP BENEFITS” in the Terms of Service he agreed to at sign up, The Regal Card has full right to do so. “(b) TRC has the right to add, modify or eliminate any benefit or service at any time at our discretion. The Regal Card does not guarantee the availability of any of its benefits and they are all subject to change at any time without notice.” [redacted] is a member with Regal Card since November [redacted], 2015. He states that he has informed us “in writing” that when he purchased the Regal Card, “the purchase was being made because they offered Priority Pass Membership”. The reality though is that he contacted us on October [redacted], expressing his interest in The Regal Card with the promotional (at the time expired) rate of $375 and he did not mention Priority Pass. Please see the e-mail communication regarding this below: On Sat, Oct **, 2015 at 5:07 PM, <[redacted]> wrote: [redacted]
[redacted] [redacted] [redacted] [redacted]
[redacted]
[redacted] also states that: “The Regal Card company, did, without my requesting it, offer to refund my membership fee”. In reality, after assuring [redacted] that our lounge access is still available as a benefit and members will still have access to more than 800+ lounges worldwide with additional perks added to the benefit, [redacted] (on behalf of [redacted]) send us an e-mail on November 24th stating that: “[redacted] does not accept your changes at this point and this communication is without prejudice to his right to a full refund of any and all money paid to your company due to your unilateral changes as well as damages caused by your changes and your delay in communicating the details of your changes to us.” After which e-mail we have informed them that we will perform the requested refund for [redacted]. A decision our company has agreed to in order to make our member happy, even though we are protected by our Terms of Service. In regards to [redacted]’s accusation that our quotes took “extraordinary amount of time”, this is again untrue. We have the e-mail communication and [redacted] submitted two hotel inquiries on November [redacted] at 12.40PM and 4.24PM and our team responded on November [redacted] at 7.13PM and 7.35PM. We always inform our members that the usual responding time is within 12-24 hours. In addition, our arrangements with the hotels provide members with up to 30% off and in the case with [redacted] inquiries, we have offered a free breakfast as well. Lastly, we would like to address [redacted]’s concern regarding the statement that “Regal Card itself does not do anything really..” which was taken out of context and refers to the physical Regal Card. The Regal Card program does indeed offer countless luxury benefits such as unlimited lounge access, premium travel insurance, personal 24/7 concierge, preferred rates at hotels worldwide, mileage redemption assistance and much much more. All those benefits (as we have informed [redacted]) must be accessed and claimed online. Please see below the exact wording from our original e-mail message to [redacted] in regards to him requesting shipment to a specific address: “We would be happy to ship your card to whichever address you prefer. However, we do ship it with regular mail and for deliveries outside of the US it can take 4-6 weeks for the Welcome Pack to arrive. I would like to clarify though that the Regal Card itself does not do anything really. It is just for you to identify as a member. All benefits, perks and services can and must be accessed and activated online via the Regal Card member portal. Meaning that once registration is complete, you have immediate access to all benefits and perks instantly.” In conclusion, we have delivered the service promised, we have answered all his inquiries in a timely manner and we have agreed to perform the requested refund, even though we are protected by our Terms of Service. We always strive to put our members first and make them happy, thus we offered to refund [redacted] due to the inconveniences.

We appreciate this opportunity to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experience.Here at Regal Card we strive to a customer satisfaction of the highest levels, and will always try our utmost to keep our members happy.In this case though,...

there is nothing we could have possibly done.[redacted] complains that we are 'nothing more than a [redacted] search' hence his request for a full refund. The reality though is that we are an travel membership club that delivers countless tangible luxury benefits & perks.To name a few; [redacted] is now able to access unlimited airport lounges with his Regal Card. He is also insured (and underwritten by [redacted]) for unlimited trips for medical, trip interruption and lost or delayed baggage. Then there is 24/7 concierge, elite status with [redacted], hotel upgrades and so much more. The claim that we are simply a [redacted] search is simply an untruthful accusation and is like saying that a BMW is just tires & not a car.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. The answer is not truthful. I did in fact state clearly on making the order on their website that it was conditioned on the Priority Pass being included.2. The company is correct that they offered a refund, but then they rescinded the offer stating "In response to your last email however, I have decided and instructed that a refund not be issued" in an email from Eli O[redacted], the founder & CEO of Regal Card on ** November 2015. Furthermore, contrary to what they allege they have neither refunded the money paid nor have they paid the damages requested.3. While they may be able to change their terms--I do not know as they never sent me a contract and it was not accessible online--I do not believe it is either honest or legal for Regal Card to substantially change the terms of the already paid for card.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sir or Madam,This letter is to serve as a reply to [redacted]’s second inquiry:[redacted]'s states (without providing any evidence to support his claim) that:"I did in fact state clearly on making the order on their website that it was conditioned on the Priority Pass being included.". This claim is inaccurate and false and in our previous reply, we have submitted evidence to proof the untruthfulness of this accusation.We have once again reviewed all communication efforts with [redacted] and there is no indication that the purchase was exclusively for Priority Pass. If [redacted] has evidence to prove otherwise, we will gladly review it.Please see below again the copy of the first e-mail sent by [redacted] before the purchase of the Regal Card membership:On Sat, Oct **, 2015 at 5:07 PM, <[redacted]> wrote:[redacted]
[redacted]
[redacted]
[redacted]From the e-mail it is evident that [redacted] was in fact interested in a discounted rate for our membership.If [redacted] had indeed indicated that he was only interested in our Lounge benefit, our team would have suggested to him to register for our Lounge Plan, which has an even lower rate of $299. However, he did not mention anything of the sort and we honored the promotion of $375. [redacted]'s also states that:"The company is correct, they offered a refund, but then they rescinded the offer stating “In response to your last email, however, I have decided and instructed that a refund not be issues” in an email from Eli O[redacted], the founder & CEO of Regal Card on ** November 2015. Furthermore, contrary to what they allege they have neither refunded the money paid nor have they paid the damages requested."In the Terms of Service it is clearly stated that based on the nature of our service, once a membership has been purchased, we hold a firm policy against refunds of any kind due to 1) the the Terms of Service agreed to at sign up and 2.) the immediate access to all vendor discounts and offers once becoming a member (all benefits that easily add up to thousands of dollars in value.) However, we always put our members first and we always strive for excellent customer support. Thus, when [redacted] requested a refund due to his dissatisfaction with our change in our provider (which according to our Terms of Service, we had the full right to perform and we are not liable for any changes in benefits), we still in good faith agreed on a refund. We kindly replied that we will perform the refund requested in order to make the member happy and avoid conflict.Unfortunately, in response to our friendly e-mail, where we have stated that we will honor the member’s wishes for a refund, we received a disagreeable response, which due to its aggressive nature, led to our CEO retracting the offer for refund. [redacted] has agreed on our Terms of Services at registration, thus the Regal Card is legally not obliged to refund [redacted]. We have cordially agreed on the refund to avoid confrontation, but our response was met with a negative reply and hostility, thus we have retracted the refund offer. We would also like to address [redacted]'s third accusation:"While they may be able to change their terms-- I do not know as they never sent me a contract and it was not accessible online--I do not believe it is either honest or legal for Regal Card to substantially change the terms of the already paid for card."We would like to clarify that we did not change the Terms of Service. We have upgraded our Lounge benefit. The Lounge Benefit is still available, we have not excluded it, we have simply changed the provider for the service, which according to our Terms of Service we have the right to do. The way Regal Card works is through various partnerships with numerous travel related benefits. Those partnership arrangements are revised and modified in time. This is why it is clearly stated in our Terms of Service that we are not liable for changes of services and providers.[redacted]’s statement that our Terms of Service are not online accessible is once again untrue.Regal Card is an annual membership service - it does not require customer payment information unless a user willingly inputs their billing information and agrees on the Terms.Our Terms of Service are hosted permanently on our website ([redacted]) and made public for everyone to see and review. At our main website we have a tab called LEGAL where our Terms of Services are presented and available for everyone to review. In addition, at registration, before Confirming the payment, members agree to the Terms of Service and a link to the Terms is also provided for our members (at the Billing Page as well). Meaning that upon completing his application for the membership and before agreeing to the Terms of Service, [redacted] had the option of reviewing those Terms.In conclusion, while we understand that [redacted] is frustrated, we are hoping that the full correspondence, which disproves his accusations, along with the evident access to our Terms of Service that [redacted] explicitly agreed to before submitting his payment information, will relieve us of this and any further complaints made by [redacted]. We have submitted substantial evidence to refute all accusations made by [redacted]. We have provided copies of our communication with him and of our Terms of Service (according to which we are in our right to change providers). Unfortunately, even after our honest responses, [redacted] continues to make false claims without submitting any evidence, which results in serious damages for our company’s image.

Review: After agreeing to purchase a Regal Card Membership and stating expressly in writing to Regal Card that the purchase was being made because they offered Priority Pass Membership, Regal Card cancelled the Priority Pass Membership and unilateral announced they would offer a inferior lounge access programme with access to significantly fewer airport lounges. When the company was requested to provide a list of the lounges that were being offered and/or assurances that Regal Card's new programme would continue to allow access to the same airport lounges as the Priority Pass programme, The Regal Card company did not provide a list or the requested assurances. The Regal Card company, did, without my requesting it, offer to refund my membership fee. However, within the span of less than a half hour the President of the company, a Mr. Eli O[redacted], sent an somewhat unbalanced email stating that he would not refund my membership fee. It appears that an email of my assistant indicating that we were requesting an investigation of the company for these very odd actions prompted this email from Mr. Eli O[redacted].

It is noteworthy that when I have tried to use the alleged flight booking and hotel services the company offers the quotes I received for both flights and hotels took and extraordinary amount of time and were significantly higher than quotes my own staff found for the same services using public internet search services. I am also troubled by the fact that representatives of this company have recently stated that "Regal Card itself does not do anything really..."Desired Settlement: We again reiterate that the business should show that the service it is unilaterally replacing is equal to or better than the service that it represented it offered and has now discontinued. we are troubled that this simple request has wasted more than two hours of our time (valued at approximately US$ 2500). We therefore request that (1) the company compensate me for my lost time at my publicly advertised rate of US$2500 for the two hours expended to date, and (2) either provide evidence that the new programme would continue to allow access to at least the same airport lounges as the Priority Pass programme and explain to me who actually provides each of the services that they allege to provide or refund me my Membership fee in full.

Business

Response:

We appreciate the opportunity given to us to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experience. Here at Regal Card we strive to provide the utmost in customer service and offer a smooth seamless experience with each one of our products and services to all our members. On November [redacted] has contacted us via e-mail to express his concern in regards to our upgrade of the lounge benefit and change of lounge providers, which under “10. MEMBERSHIP BENEFITS” in the Terms of Service he agreed to at sign up, The Regal Card has full right to do so. “(b) TRC has the right to add, modify or eliminate any benefit or service at any time at our discretion. The Regal Card does not guarantee the availability of any of its benefits and they are all subject to change at any time without notice.” [redacted] is a member with Regal Card since November [redacted], 2015. He states that he has informed us “in writing” that when he purchased the Regal Card, “the purchase was being made because they offered Priority Pass Membership”. The reality though is that he contacted us on October [redacted], expressing his interest in The Regal Card with the promotional (at the time expired) rate of $375 and he did not mention Priority Pass. Please see the e-mail communication regarding this below: On Sat, Oct **, 2015 at 5:07 PM, <[redacted]> wrote: [redacted] also states that: “The Regal Card company, did, without my requesting it, offer to refund my membership fee”. In reality, after assuring [redacted] that our lounge access is still available as a benefit and members will still have access to more than 800+ lounges worldwide with additional perks added to the benefit, [redacted] (on behalf of [redacted]) send us an e-mail on November 24th stating that: “[redacted] does not accept your changes at this point and this communication is without prejudice to his right to a full refund of any and all money paid to your company due to your unilateral changes as well as damages caused by your changes and your delay in communicating the details of your changes to us.” After which e-mail we have informed them that we will perform the requested refund for [redacted]. A decision our company has agreed to in order to make our member happy, even though we are protected by our Terms of Service. In regards to [redacted]’s accusation that our quotes took “extraordinary amount of time”, this is again untrue. We have the e-mail communication and [redacted] submitted two hotel inquiries on November [redacted] at 12.40PM and 4.24PM and our team responded on November [redacted] at 7.13PM and 7.35PM. We always inform our members that the usual responding time is within 12-24 hours. In addition, our arrangements with the hotels provide members with up to 30% off and in the case with [redacted] inquiries, we have offered a free breakfast as well. Lastly, we would like to address [redacted]’s concern regarding the statement that “Regal Card itself does not do anything really..” which was taken out of context and refers to the physical Regal Card. The Regal Card program does indeed offer countless luxury benefits such as unlimited lounge access, premium travel insurance, personal 24/7 concierge, preferred rates at hotels worldwide, mileage redemption assistance and much much more. All those benefits (as we have informed [redacted]) must be accessed and claimed online. Please see below the exact wording from our original e-mail message to [redacted] in regards to him requesting shipment to a specific address: “We would be happy to ship your card to whichever address you prefer. However, we do ship it with regular mail and for deliveries outside of the US it can take 4-6 weeks for the Welcome Pack to arrive. I would like to clarify though that the Regal Card itself does not do anything really. It is just for you to identify as a member. All benefits, perks and services can and must be accessed and activated online via the Regal Card member portal. Meaning that once registration is complete, you have immediate access to all benefits and perks instantly.” In conclusion, we have delivered the service promised, we have answered all his inquiries in a timely manner and we have agreed to perform the requested refund, even though we are protected by our Terms of Service. We always strive to put our members first and make them happy, thus we offered to refund [redacted] due to the inconveniences.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. The answer is not truthful. I did in fact state clearly on making the order on their website that it was conditioned on the Priority Pass being included.2. The company is correct that they offered a refund, but then they rescinded the offer stating "In response to your last email however, I have decided and instructed that a refund not be issued" in an email from Eli O[redacted], the founder & CEO of Regal Card on ** November 2015. Furthermore, contrary to what they allege they have neither refunded the money paid nor have they paid the damages requested.3. While they may be able to change their terms--I do not know as they never sent me a contract and it was not accessible online--I do not believe it is either honest or legal for Regal Card to substantially change the terms of the already paid for card.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Sir or Madam,This letter is to serve as a reply to [redacted]’s second inquiry:[redacted]'s states (without providing any evidence to support his claim) that:"I did in fact state clearly on making the order on their website that it was conditioned on the Priority Pass being included.". This claim is inaccurate and false and in our previous reply, we have submitted evidence to proof the untruthfulness of this accusation.We have once again reviewed all communication efforts with [redacted] and there is no indication that the purchase was exclusively for Priority Pass. If [redacted] has evidence to prove otherwise, we will gladly review it.Please see below again the copy of the first e-mail sent by [redacted] before the purchase of the Regal Card membership:On Sat, Oct **, 2015 at 5:07 PM, <[redacted]> wrote:[redacted]From the e-mail it is evident that [redacted] was in fact interested in a discounted rate for our membership.If [redacted] had indeed indicated that he was only interested in our Lounge benefit, our team would have suggested to him to register for our Lounge Plan, which has an even lower rate of $299. However, he did not mention anything of the sort and we honored the promotion of $375. [redacted]'s also states that:"The company is correct, they offered a refund, but then they rescinded the offer stating “In response to your last email, however, I have decided and instructed that a refund not be issues” in an email from Eli O[redacted], the founder & CEO of Regal Card on ** November 2015. Furthermore, contrary to what they allege they have neither refunded the money paid nor have they paid the damages requested."In the Terms of Service it is clearly stated that based on the nature of our service, once a membership has been purchased, we hold a firm policy against refunds of any kind due to 1) the the Terms of Service agreed to at sign up and 2.) the immediate access to all vendor discounts and offers once becoming a member (all benefits that easily add up to thousands of dollars in value.) However, we always put our members first and we always strive for excellent customer support. Thus, when [redacted] requested a refund due to his dissatisfaction with our change in our provider (which according to our Terms of Service, we had the full right to perform and we are not liable for any changes in benefits), we still in good faith agreed on a refund. We kindly replied that we will perform the refund requested in order to make the member happy and avoid conflict.Unfortunately, in response to our friendly e-mail, where we have stated that we will honor the member’s wishes for a refund, we received a disagreeable response, which due to its aggressive nature, led to our CEO retracting the offer for refund. [redacted] has agreed on our Terms of Services at registration, thus the Regal Card is legally not obliged to refund [redacted]. We have cordially agreed on the refund to avoid confrontation, but our response was met with a negative reply and hostility, thus we have retracted the refund offer. We would also like to address [redacted]'s third accusation:"While they may be able to change their terms-- I do not know as they never sent me a contract and it was not accessible online--I do not believe it is either honest or legal for Regal Card to substantially change the terms of the already paid for card."We would like to clarify that we did not change the Terms of Service. We have upgraded our Lounge benefit. The Lounge Benefit is still available, we have not excluded it, we have simply changed the provider for the service, which according to our Terms of Service we have the right to do. The way Regal Card works is through various partnerships with numerous travel related benefits. Those partnership arrangements are revised and modified in time. This is why it is clearly stated in our Terms of Service that we are not liable for changes of services and providers.[redacted]’s statement that our Terms of Service are not online accessible is once again untrue.Regal Card is an annual membership service - it does not require customer payment information unless a user willingly inputs their billing information and agrees on the Terms.Our Terms of Service are hosted permanently on our website ([redacted]) and made public for everyone to see and review. At our main website we have a tab called LEGAL where our Terms of Services are presented and available for everyone to review. In addition, at registration, before Confirming the payment, members agree to the Terms of Service and a link to the Terms is also provided for our members (at the Billing Page as well). Meaning that upon completing his application for the membership and before agreeing to the Terms of Service, [redacted] had the option of reviewing those Terms.In conclusion, while we understand that [redacted] is frustrated, we are hoping that the full correspondence, which disproves his accusations, along with the evident access to our Terms of Service that [redacted] explicitly agreed to before submitting his payment information, will relieve us of this and any further complaints made by [redacted]. We have submitted substantial evidence to refute all accusations made by [redacted]. We have provided copies of our communication with him and of our Terms of Service (according to which we are in our right to change providers). Unfortunately, even after our honest responses, [redacted] continues to make false claims without submitting any evidence, which results in serious damages for our company’s image.

Review: This company is nothing more than a [redacted] search. After signing up and exploring what this company had to offer I quickly canceled due to it being nothing like the description. The company offered no refund even though no services had been utilized and cancelation request made within a day of signing up.Desired Settlement: Refund due to service not being as described and quick request for cancelation of services

Business

Response:

We appreciate this opportunity to reply to the complaint made by our member [redacted] to Revdex.com with regards to his experience.Here at Regal Card we strive to a customer satisfaction of the highest levels, and will always try our utmost to keep our members happy.In this case though, there is nothing we could have possibly done.[redacted] complains that we are 'nothing more than a [redacted] search' hence his request for a full refund. The reality though is that we are an travel membership club that delivers countless tangible luxury benefits & perks.To name a few; [redacted] is now able to access unlimited airport lounges with his Regal Card. He is also insured (and underwritten by [redacted]) for unlimited trips for medical, trip interruption and lost or delayed baggage. Then there is 24/7 concierge, elite status with [redacted], hotel upgrades and so much more. The claim that we are simply a [redacted] search is simply an untruthful accusation and is like saying that a BMW is just tires & not a car.