This letter is regarding a complaint that was filed by [redacted] and his program purchased through SmartravelI was able to speak with him today and discuss his concernsHe explained that this is just not something that is beneficial to him at this point in his lifeHe feels that the purchase made nearly years ago was made on impulseHe expressed thin he will not be.ablc to utilize the services and to have to continue to pay the yearly service charge also makes no sense I offered to cancel the contractual agreement between [redacted] and Smartarvel with no further financial obligations, in considerations of payments made [redacted] said he would be happy to accept that offer but also slated that he was offered a reduction in the Service Charge last year if he paid it years in advanceAt that time he assumed he would be using the plan and felt paying it in advance and receiving a reduced payment was a good option at that limeHowever, as ho won't be using it now he asked if I would be willing to refund:that paymentI told him that I would make that exception for himI explained that I would need to send him a Cancellation Tennination Release Agreement and once he electronically signs it and 'sands it back I will be more than happy to cancel the contract and refund the Service Charge, I trust that this will resolve any concerns brought to the attention of the Revdex.comIf you have any additional questions or need any further assistance, please feel free to contact me at 1-888-731-5327X [redacted] Thank you for your time and attention to this matter Sincerely, Sandra [redacted] Manager, Smartravel 1-888-731- [email protected]
Attached please find our response to this matter Feel free to contact us if you should require anything further.Smartravel IN, LLC Corporate Park Drive, Suite Cincinnati, OH January 29, Revdex.com Serving Central Indiana NDelaware Street, #Indianapolis, IN RE: [redacted] , ID Dear Sir/Madam, Thank you for your letter dated January 16, regarding [redacted] I was sorry to learn that Mrs [redacted] was seeking to terminate the Vacation Program Agreement that she purchased on April 7, 2015, particularly because she felt that her Vacation Program was difficult to utilize and did not satisfy her vacation needsIt is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understandRegarding Mrs [redacted] ’s assertion that her Vacation Program Agreement only offers her the ability to travel to “limited locations,” we feel that our Sales staff was entirely forthcoming when disclosing the areas that are available for travelIn the Consumer Disclosure Acknowledgment section of Mrs [redacted] ’s Agreement (copied in its entirety below), we ask that you note that the [redacted] s initialed in the affirmative when told that reservations are on a “space availability basis” to a “destination within our program.” To further ensure that there is no confusion regarding the destinations available for travel through the Vacation Program, all of our clients are provided with a DesTANation Report and a Seasonality Guide, which both have a comprehensive list of the areas available for travel within our programWe have copied these forms below for your reference, and we ask that you notice that the [redacted] s both signed and/or initialed these forms, signifying that they understood their contentsSimilarly, when Mrs [redacted] states that there are “endless fees” associated with utilizing their vacation weeks, we feel that those fees were well-covered in the AgreementFor your reference we have attached a copy of the Reservation Fee Schedule that was signed by the [redacted] s, which uses an easy-to-understand infographic to disclose the fees associated with booking reservations during different times of the yearRegarding Mrs [redacted] ’s assertion that “desirable properties are hard to find,” and that they were “misled about the availability of the properties,” we are confused as to what transpired to make her feel such dissatisfactionOur records indicate that the [redacted] s have utilized two of the vacation weeks that they purchased, and our records don’t indicate any requests for availability that have proven unsuccessfulOur staff would be happy to assist the [redacted] s with completing a reservation, if they are open to continuing to vacation through our servicesOnce we received the letter from your office, a representative from our Customer Care team immediately began working towards a resolution to this matterOur records indicate that during a conversation on January 25, 2018, we offered to refund 50% of the unused principal paid towards the Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with this purchaseTo account for the remaining 50% that the [redacted] s have paid to date, we also offered to revise their Agreement to provide them with the full use of six vacation weeks (considered paid-in-full), while also waiving their Service Charges for one yearEither of these options for a resolution, once accepted by the [redacted] s, would completely relieve them of the $8,still owed on the AgreementMrs [redacted] informed our representative that she would like to contemplate these options and then call us backOur records indicate that in spite of follcalls resulting in voicemail messages left, we have not heard from the [redacted] s as of this dateAs a result, we are not able to offer a complete resolution to this complaintI remain confident that if given the opportunity we could resolve Mrs [redacted] ’s concernsIf Mrs [redacted] would like to discuss her complaint and be an active participant in its resolution I would encourage her to contact our Customer Care department at her earliest convenienceWe 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 (800)220- Sincerely, Ed C [redacted] SrManager, Customer Care SmarTravel
Thank you for your letter dated October 20, regarding [redacted] I was sorry to hear that Mrs [redacted] felt that we had not yet resolved the issue that she had first made us aware of in her letter to your officeUpon receiving your follletter, we immediately set out to ensure that her concerns were addressed.Upon receiving the letter from your office, I emailed Mrs [redacted] to see if she had received the email I sent her on August 23, 2016, which included our standard Termination AgreementIn subsequent email correspondence with Mrs [redacted] , she informed me that I might have been using an incorrect email address to contact her, and representatives from our affiliated travel partners might have used an incorrect phone numberMrs [redacted] also informed me that she would be travelling until November 7, 2016, and would like to have someone contact her after that date to resolve this issue.I have already taken the steps required to ensure that Mrs [redacted] is contacted when she requested, and our position remains that we will honor Mrs [redacted] ’s request and cancel her Vacation Program, although there was no right of rescission associated with itWe have also agreed to provide Mrs [redacted] with a refund that is both fair and equitable, which will be processed and sent to her as soon as she signs and returns our standard Termination Agreement.We trust this resolves Mrs [redacted] ’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400.Sincerely,Ed C [redacted]
This letter is regarding a complaint that was filed by [redacted] and his program purchased through SmartravelI was able to speak with him today and discuss his concernsHe explained that this is just not something that is beneficial to him at this point in his lifeHe feels that the purchase made nearly years ago was made on impulseHe expressed thin he will not be.ablc to utilize the services and to have to continue to pay the yearly service charge also makes no sense I offered to cancel the contractual agreement between [redacted] and Smartarvel with no further financial obligations, in considerations of payments made [redacted] said he would be happy to accept that offer but also slated that he was offered a reduction in the Service Charge last year if he paid it years in advanceAt that time he assumed he would be using the plan and felt paying it in advance and receiving a reduced payment was a good option at that limeHowever, as ho won't be using it now he asked if I would be willing to refund:that paymentI told him that I would make that exception for himI explained that I would need to send him a Cancellation Tennination Release Agreement and once he electronically signs it and 'sands it back I will be more than happy to cancel the contract and refund the Service Charge, I trust that this will resolve any concerns brought to the attention of the Revdex.comIf you have any additional questions or need any further assistance, please feel free to contact me at 1-888-731-5327X [redacted] Thank you for your time and attention to this matter Sincerely, Sandra [redacted] Manager, Smartravel 1-888-731- [email protected]
Attached please find our response to this matter Feel free to contact us if you should require anything further.Smartravel IN, LLC Corporate Park Drive, Suite Cincinnati, OH January 29, Revdex.com Serving Central Indiana NDelaware Street, #Indianapolis, IN RE: [redacted] , ID Dear Sir/Madam, Thank you for your letter dated January 16, regarding [redacted] I was sorry to learn that Mrs [redacted] was seeking to terminate the Vacation Program Agreement that she purchased on April 7, 2015, particularly because she felt that her Vacation Program was difficult to utilize and did not satisfy her vacation needsIt is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking placeWe strive to communicate, both verbally and in writing, all information in a manner that is easy to understandRegarding Mrs [redacted] ’s assertion that her Vacation Program Agreement only offers her the ability to travel to “limited locations,” we feel that our Sales staff was entirely forthcoming when disclosing the areas that are available for travelIn the Consumer Disclosure Acknowledgment section of Mrs [redacted] ’s Agreement (copied in its entirety below), we ask that you note that the [redacted] s initialed in the affirmative when told that reservations are on a “space availability basis” to a “destination within our program.” To further ensure that there is no confusion regarding the destinations available for travel through the Vacation Program, all of our clients are provided with a DesTANation Report and a Seasonality Guide, which both have a comprehensive list of the areas available for travel within our programWe have copied these forms below for your reference, and we ask that you notice that the [redacted] s both signed and/or initialed these forms, signifying that they understood their contentsSimilarly, when Mrs [redacted] states that there are “endless fees” associated with utilizing their vacation weeks, we feel that those fees were well-covered in the AgreementFor your reference we have attached a copy of the Reservation Fee Schedule that was signed by the [redacted] s, which uses an easy-to-understand infographic to disclose the fees associated with booking reservations during different times of the yearRegarding Mrs [redacted] ’s assertion that “desirable properties are hard to find,” and that they were “misled about the availability of the properties,” we are confused as to what transpired to make her feel such dissatisfactionOur records indicate that the [redacted] s have utilized two of the vacation weeks that they purchased, and our records don’t indicate any requests for availability that have proven unsuccessfulOur staff would be happy to assist the [redacted] s with completing a reservation, if they are open to continuing to vacation through our servicesOnce we received the letter from your office, a representative from our Customer Care team immediately began working towards a resolution to this matterOur records indicate that during a conversation on January 25, 2018, we offered to refund 50% of the unused principal paid towards the Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with this purchaseTo account for the remaining 50% that the [redacted] s have paid to date, we also offered to revise their Agreement to provide them with the full use of six vacation weeks (considered paid-in-full), while also waiving their Service Charges for one yearEither of these options for a resolution, once accepted by the [redacted] s, would completely relieve them of the $8,still owed on the AgreementMrs [redacted] informed our representative that she would like to contemplate these options and then call us backOur records indicate that in spite of follcalls resulting in voicemail messages left, we have not heard from the [redacted] s as of this dateAs a result, we are not able to offer a complete resolution to this complaintI remain confident that if given the opportunity we could resolve Mrs [redacted] ’s concernsIf Mrs [redacted] would like to discuss her complaint and be an active participant in its resolution I would encourage her to contact our Customer Care department at her earliest convenienceWe 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 (800)220- Sincerely, Ed C [redacted] SrManager, Customer Care SmarTravel
Thank you for your letter dated October 20, regarding [redacted] I was sorry to hear that Mrs [redacted] felt that we had not yet resolved the issue that she had first made us aware of in her letter to your officeUpon receiving your follletter, we immediately set out to ensure that her concerns were addressed.Upon receiving the letter from your office, I emailed Mrs [redacted] to see if she had received the email I sent her on August 23, 2016, which included our standard Termination AgreementIn subsequent email correspondence with Mrs [redacted] , she informed me that I might have been using an incorrect email address to contact her, and representatives from our affiliated travel partners might have used an incorrect phone numberMrs [redacted] also informed me that she would be travelling until November 7, 2016, and would like to have someone contact her after that date to resolve this issue.I have already taken the steps required to ensure that Mrs [redacted] is contacted when she requested, and our position remains that we will honor Mrs [redacted] ’s request and cancel her Vacation Program, although there was no right of rescission associated with itWe have also agreed to provide Mrs [redacted] with a refund that is both fair and equitable, which will be processed and sent to her as soon as she signs and returns our standard Termination Agreement.We trust this resolves Mrs [redacted] ’s complaint, and we ask that you notify us if it is not resolvedShould you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400.Sincerely,Ed C [redacted]