Fun Times Reservation Center

[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:
Here are all the reasons I find unacceptable:1. 4-23-15 I purchased a vacation package and the agents name was Fredrick EXT. [redacted]. It was a recorded transaction. I will submit the documents. I have the actual flyer and on the front of the flyer writings from me that was given to me by Mr. Frederick and on the back of the flyer more detailed information from Frederick. I was told its not a timeshare or vacation club. By the way vacation package was paid in full on 4-23-2015. I also paid an addition fee to expedite usage. I will forward over more supporting documents. I have been given the run around since they received my monies. 
Regards,
[redacted]

September 15th, 2015In reading over the complaint from [redacted] I will do my best to answer every question and issue brought up. At this time in reading over the letter of complaint sent by [redacted] it seems that she is a bit confused. Her first issue addressed in the letter states that she...

purchased a vacation from our company, unfortunately this is not the case. We here at Fun Time do not sell or advertise vacations, we are a booking company and in order for a customer to come to our company or get any information pertaining to our company they would have been sent to us by another company. As you can see this means that at no point in time would we sell a customer anything at all, if the customer was confused about this they should not have signed the documentation stating the following: "Any problems or complaints between you and the seller/promotions company regarding your vacation program are the responsibility of that company and should be dealt with through that company". This document is called the "Official Booking Document" and was returned to our company by [redacted] on 8/19/2015 signed and dated by her. This document shows that we are a booking company only responsible for quoting [redacted] for what she requests, nothing more and nothing less. If at any time [redacted] had any questions pertaining to what she was sold or given she should have contacted the company that sold/gave it to her.The next issue brought up in the complaint letter from [redacted] would be that we never answer our phones, unfortunately we here at Fun Time cannot give information pertaining to this portion of the complaint because we use a customer service company as our phone line customer service, this number is provided to the customer so if they were having trouble getting through this is not something that could be helped by our company though [redacted] was provided the customer service email for our company and an email to a booking agent once she had returned her official booking document. Up until the time that [redacted] threatened our company with legal action we were assisting her to the best of our abilities through email.The next portion of the complaint letter again seems to be brought back to [redacted] giving information pertaining to the purchase of her package, once again we can unfortunately not assist with any answers to this because we did not sell [redacted] a package. It is clearly stated in the documentation that [redacted] would be receiving a quote from our company for the vacation she requests, there is at no point and time any documentation from our company stating that any vacation will be any certain cost before the quote is given. [redacted] states the vacation was to be a certain price at a certain hotel yet, at no point on the "Official Booking Document' that [redacted] returned to our company was the price she was previously given or the hotel she wished to stay at stated. If this information is not given it cannot be addressed or provided. Please note that the "Official Booking Document” has been copied and highlighted for your convenience. At no point and time was any of the information [redacted] claims to have “paid for", given, nor is it stated on any documentation given to our company that the vacation was already paid for so the issue could not be addressed with [redacted].In conclusion [redacted] states that she wants our company to contact her and give her the vacation that she was sold or that we should return her money to her. Unfortunately we do not have a customer call line here at Fun Time as once again we use an outside customer service company. At any time [redacted] may contact the customer service company by phone to discuss her file once she has closed this complaint. If she wishes to contact them once the complaint is closed she may call ###-###-#### or email Fun Time Reservations a [redacted].com. However, no assistance will be provided to [redacted] until the complaint is closed. At this point and time [redacted] is requesting a refund of $896.00, our company has collected a total of $100.00 from [redacted] as a non-refundable deposit once a quote is given. This information is stated on the "Official Document” as well and is highlighted for your convenience. Unfortunately we would know nothing of the other funds [redacted] is referring to. We suggest that [redacted] looks over all documentation that she has signed and returned to each company as well as checking her payment documents to find out what companies she has paid. Sincerely, The Fun Time Staff

After reading the letter from [redacted] and pulling her file this is what we have in response. I have enclosed copies of the documents that we have on file for [redacted]. On the first document that [redacted] sent in with her registration/deposit payment of $150.00 it references and covers some of...

the issues that [redacted] brought up in her letter to your agency.Before [redacted] ever sends in a registration fee/deposit to our company she must go to a website to download the documentation that must accompany this payment. In order to download this documentation [redacted] must click a box and sign in to acknowledge that she has not only read the terms and conditions provided to her but that she agrees to these terms before sending the funds in.The website that [redacted] completed these actions on gives specific terms and conditions that address most, if not all of the issues that [redacted] has listed in her complaint;“The following are a few things to know before using the vacation site. We want to make sure your travel arrangements go smoothly. You are here because you have an agreement with a company that either gave you or sold you the VRC program. Each company that chooses to use our program is given strict guidelines about our program in order to market our program. VRC is not responsible for any commitments made to you by any other company verbal or written. VRC is only responsible for the terms listed on this site. Peak season is considered the high season of travel and is determined by the location you wish to travel to. Some destinations have different peak seasons than others. Please remember that all vacations require a 90 day advance notice Certain time and day restrictions apply to all vacations and is at the discretion of the booking companies. The booking company and vacation provider is an independent company and not affiliated with the company you received your vacation from. They have no knowledge of who you received your vacation from or the terms of that agreement. They are only able to answer Questions about your vacation. If you have any questions regarding the terms of your vacation please ask the company that issued it to you. Once you have been issued a code, submitted a reservation request and received a Quote at your request, there are no refunds of the vacation deposit"As you can see, this is all information provided to [redacted] that she had to read and acknowledge before sending inher$150.00 payment to our company. This covers the fact that [redacted] states she thought the vacation was paid for, that she did not know about the fees, and that she thought any agreement between herself and another company was the same as what was being proposed to her from our company. We are sorry that [redacted] feels as if she was not told the truth, but as you can see every bit of information was provided to her not only before she sent in the payment but after as well due to the fact that we require a"Official Booking Document” to be filled out, signed and sent in for the quote to be given. This document is also included with [redacted]'s own signature showing that she was not only referenced back to the terms and conditions on the previous site she had already been to, but given the same terms on the “Official Booking Document" that she faxed to our company. Along with this information being provided to [redacted] again, it also provides our refund policy to [redacted]. The refund policy on the “Official booking Document"states the following:“Any problems or complaints between you and the seller promotions company regarding your vacation program are the responsibility of that company and should be dealt with through that company. Once you have been issues a code, submitted a reservation request or received a quote at your request there are no refunds from Fun Time Vacations of the deposit made."Not only did [redacted] receive a code that she used to log into the website to send her deposit, but she submitted her reservation request on 12/21/2015 by returning the “Official Booking Document".Since all of her concerns have been addressed and all documentation has been provided and proves that [redacted] has not been mislead by our company I suggest that [redacted] get in touch with the company that gave the information originally to address her concerns.Sincerely, The Accounting Department

After reading the letter from Ms. [redacted] and pulling her file this is what we have in response. I have enclosed copies of the documents that we have on file for Ms. [redacted]. On 3. the first document that Ms. [redacted] sent in with her registration/deposit payment of $50.00 it references and covers some of the...

issues that Ms. [redacted] brought up in her letter to your agency.Before Ms. [redacted] ever sends in a registration fee/deposit to our company she must go to a website to download the documentation that must accompany this payment. In order to download this documentation Ms. [redacted] must click a box and sign in to acknowledge that she has not only read the terms and conditions provided to her but that she agrees to these terms before sending the funds in.The website that Ms. [redacted] completed these actions on gives specific terms and conditions that address most, if not all of the issues that Ms. [redacted] has listed in her complaint;“The following are a few things to know before using the vacation site. We want to make sure your travel arrangements go smoothly. You are here because you have an agreement with a company that either gave you or sold you the VRC program. Each company that chooses to use our program is given strict guidelines about our program in order to market our program. VRC is not responsible for any commitments made to you by any other company verbal or written, VRC is only responsible for the terms listed on this site. Peak season is considered the high season of traveland is determined by the location you wish to travel to. Some destinations have different peak seasons than others. Please remember that all vacations require a 90 day advance notice Certain time and day restrictions apply to all vacations and is at the discretion of the booking companies. The booking company and vacation provider is an independent company and not affiliated with the company you received your vacation from. They have no knowledge of who you received your vacation from or the terms of that agreement. They are only able to answer Questions about your vacation. If you have any questions regarding the terms of your vacation please ask the company that issued it to you. Once you have been issued a code, submitted a reservation request and received a Quote at your request, there are no refunds of the vacation deposit."                                         ...⇄ you can see, this is all information provided to Ms. [redacted] that she had to read and acknowledge before sending in her:$5000 payment to our company. This covers the fact that Ms. [redacted] states she thought the vacation was to be a certain amount of funds, that she did not know about the fees, and that she thought any agreement between herself and another company was the same as what was being proposed to her from our company. We are sorry that Ms. [redacted] feels as if she was not given all of the information, but as you can see every bit of information was provided to her not only before she sent in the payment but after as well due to the fact that we require a “Official Booking Document” to be filled out, signed and sent in for the quote to be given. This document is also included with Ms. [redacted]'s own signature showing that she was not onlyreferenced back to the terms and conditions on the previous site she had already been to, but given the same terms on the “Official Booking Document” that she faxed to our company. Ms. [redacted] states that we have a payment of $520,00 from her before the $50.00 deposit. We do not, please inform Ms. [redacted] that she must check her records as we have no record here at Fun Time of I. : this payment %Unfortunately, due to the fact that we have proven to have multiple documents from Ms. [redacted] showing that she has signed off on the terms and conditions as well as the refund policy, we cannot issue Ms. [redacted] a refund. We are sorry for this inconvenience.Sincerely, The Accounting Department

August 4, 2015Dear [redacted],After reading [redacted] rejection I really do not know how to reply this case was closed on July 21, 2015.Fun Time Vacation did not send her anything. [redacted] sent her booking information to Fun Time Vacation. The onlything that Fun Time Vacation sent to [redacted] was the vacation quote she requested.[redacted] has had Fun Time Vacation confused with the company that sold or gave her the vacation package she is referring to. I do not know how to explain it any better.Fun Time Vacation is only a vacation booking company. Fun Time Vacation does not sell anything, give promotions hold seminars we also do not advertise the company to the general public. Since all of [redacted] questions have been answered and Fun Time Vacation has provided all the documentation to prove we are not the company that sold [redacted] anything no further communications is required from Fun Time Vacation and none will be forthcoming.Sincerely, The Accounting Department

June 30, 2015Dear [redacted],After reading the letter from [redacted] and in pulling her file this is what I have found. Fun Time does not sell vacation packages, we do not advertise to the general public. We provide discount vacations to customers that are sent to our website to select their...

travel arrangements we provide. [redacted] complaint it is concerning Advertising Issues and the package that was purchased. Please have [redacted] check her files for the company information to whom the payment she is seeking to be refunded was made to and to contact them with her advertisement concerns and refund request.Our records indicate that [redacted] paid Fun Time on May 13,2015 the amount of $100.00. I have made copies of the travel file that [redacted] sent to Fun Time to book her reservation, also the Terms and Conditions from our website she accepted and the quote that Fun Time provided from her request form. On the booking website that [redacted] went to and printed the reservations form from is our TERMS AND CONDITIONS OF TRAVEL SITE I will point out a few thing that are on this document the opening paragraph states"You are here because you have an agreement with a company that either gave you or sold you the VCR program. Each company that chooses to use our program is given our strict guidelines about our program in order to market our program. VCR is not responsible for any commitments made to you by any other company verbal or written. VCR is only responsible for the terms listed on this site". # 5. "The booking company / vacation provider is an independent company and not affiliated with the company you received your vacation from, they have no knowledge of who you received your vacation from or the terms of that agreement, they are only able to answer questions about your vacation. If you have any questions regarding the terms of your vacation please ask the company that issued It to you". Please keep in mind that [redacted] had to click and accept these terms and conditions prior to being able to print out the reservation forms that needed to be sent in for us to process her vacation request. Here at Fun Time we make every attempt to make sure our customers know what we can provide and that we did not sell or advertise anything to anyone and refer them back to the company that they purchased from. #2. Peak season is considered the high season of travel and is determined by the location you wish to travel to. Some destinations have different peak seasons than others. Please remember that all vacations require a 90 day advanced notice. #8. In order to receive the least expensive quote possible from the booking company there are a few things to consider. The booking company will only give you a quote for what you request, if you are flexible in the days of the week you travel or you can fly on a less busy fly day your quote will be less expensive. On the second page of the Terms and conditions is our refund policy "Once you have been issued a code, submitted a reservation request and received a quote at your request, there are no refunds of the vacation deposit". Fun Time has a customer service department that handles telephone questions we also provide an email address for those who want to email questions. We hope a customer either call or emails the questions prior to sending in their reservation form. We just can't guarantee that the customer reads the documents before accepting the Terms and Conditions by signing the document and requesting their vacation quote.The next document is the Fun Time Reservation Center Official Vacation Booking Form please on the very first line we are requesting the customer to"Please read the terms and conditions on www.[redacted].com prior to submitting this form". Please notice the date [redacted] signed the request form onwas May 27, 2015 and the departure date is July 3, 2015. The terms and conditions state that a 90 day advanced notice must be given and that this is during peak season travel since the July 4th holiday is considered high travel season. On the very last page of her vacation booking form is the following "I understand and agree by checking this box I, [redacted] accepts the terms and conditions of this offer and there is no contract for goods or services created between you and Fun Time. Any problems or complaints between you and the seller / promotions company regarding your vacation program are the responsibility of that company and should be handled by that company". [redacted] needs to contact the company that sold her what she purchased Fun Time has no knowledge of that product or what was purchased. Refund Policy Once you have been issued a code, submitted a reservation request or received a quote at your request there are no refunds from Fun Time Vacations. By submitting this form you have agreed to all the terms and conditions on the website (www.[redacted].com). [redacted] signed this document accepting the Terms and Conditions.The third and final document is the quote that Fun Time provided [redacted] per her request. On this quote it our lines the following factors influenced the price of you vacation package. Your vacation is to be used during off peak travel and vacationing times however, if you choose to vacation or travel during peak time or season we will provide you with a quote that contains applicable surcharges up to and including the standard vacation cost. The following factors influenced the price of your vacation package.• Your requested travel dates are within one week of a major holiday• Your requested travel date are within the required 90 day advanced notice• Your outbound flight is on a peak fly day• Las Vegas has no off peak season If [redacted] would have called our customer service number or email us to ask about the non- peak travel times she would have been explained that Vegas has no off peak season travel dates. She could have selected another destination is she so desired. It is not Fun Time responsibility no to allow customer to travel when, where and how they would like to. Customers upgrade all the time such as first class flights, cabin selections on cruises and holiday travel. Fun Time only provides the quotes that are requested.I am sorry that [redacted] was not satisfied with the quote we provided. I believe that if [redacted] would have followed the restrictions / guidelines of the vacation she purchased the quote would have been possibly what the other company must have quoted her or their advertised price she received. Since our services were rendered I am sorry to say that no refund can be issued from Fun Time. Please have [redacted] go to the company that sold her the package to request the refund from them.Sincerely, The Accounting Department

[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:This agencies sender me a package to travel and now they haven't la promotion and they didn't refund my money
Regards,
[redacted]

August 11th, 2015
In reading over [redacted]'s letter we will do our best to respond to its contents. As [redacted] starts the complaint it seems that there is a bit of confusion to start out with. [redacted] references that he has "prepaid" for a vacation, unfortunately we here at Fun...

Time Vacations would know nothing of prepaid vacations. We do not supply prepaid vacations nor do we book them and no documentation that we provide to any customer states that we do so, in fact on the document that [redacted] must acknowledge acceptance of which is the "Terms and conditions' on the VacationReservationCenter.Com website that [redacted] is sent to before sending in his deposit it states the following: “The booking company/vacation provider is an independent company and not affiliated with the company you received you vacation from, they have no knowledge of who you received your vacation from or the terms of that agreement, they are only able to answer questions about your vacation. If you have any questions regarding the terms of your vacation please ask the company that issued it to you". This specifically states that the booking company has no knowledge of any prior agreements pertaining to price for any vacations. After this it states very simply that the customer will be responsible for more funds, it states the following; “In order to receive the least expensive quote possible from the booking company there are a few things to consider. The booking company will only give you a quote for what you request, if you are flexible in the days of the week you travel or you can fly on a less busy fly day your quote will be less expensive. The quote you receive from the booking company is the current quote based on current pricing. If you have already paid fees, those fees have been deducted from that quote.” In this case, the fee's being referenced would be the deposit that [redacted] paid to our company. Just below this is states: "Vacation pricing is subject to change prior to payment being made and vacation being confirmed'. This shows again that [redacted] would be responsible for further fees.We are sorry If [redacted] felt his vacation was already paid for, obviously this is unfortunately not the case. In terms of [redacted] stating that our company is hanging up on him and not answering his questions we are sorry but being that no contact number is provided for our company to our customers we find this to be a bit impossible. All contact with our company is done through email.
At this time unfortunately due to the fact that [redacted] has received multiple quotes and rendered our services we can provide him with no refund. It states this on the documentation as well that [redacted] acknowledged before sending in his deposit. It states the following; "Once you have been issued a code, submitted a reservation request and received a quote at your request, there are no refunds of the vacation deposit”. This document has been provided and highlighted for your convenience.
Sincerely,
The Fun Time Staff

June 30, 2015
Dear [redacted],After reading the letter from [redacted] and in pulling her file this is what I have found. Fun Time does not sell vacation packages, we do not advertise to the general public. We provide discount vacations to customers that are sent to our website to...

select their travel arrangements we provide. [redacted] complaint it is concerning Advertising Issues and the package that was purchased. Please have [redacted] check her files for the company information to whom the payment she is seeking to be refunded was made to and to contact them with her advertisement concerns and refund request.Our records indicate that [redacted] paid Fun Time on May 13,2015 the amount of $100.00. I have made copies of the travel file that [redacted] sent to Fun Time to book her reservation, also the Terms and Conditions from our website she accepted and the quote that Fun Time provided from her request form. On the booking website that [redacted] went to and printed the reservations form from is our TERMS AND CONDITIONS OF TRAVEL SITE I will point out a few thing that are on this document the opening paragraph states"You are here because you have an agreement with a company that either gave you or sold you the VCR program. Each company that chooses to use our program is given our strict guidelines about our program in order to market our program. VCR is not responsible for any commitments made to you by any other company verbal or written. VCR is only responsible for the terms listed on this site". # 5. "The booking company / vacation provider is an independent company and not affiliated with the company you received your vacation from, they have no knowledge of who you received your vacation from or the terms of that agreement, they are only able to answer questions about your vacation. If you have any questions regarding the terms of your vacation please ask the company that issued It to you". Please keep in mind that [redacted] had to click and accept these terms and conditions prior to being able to print out the reservation forms that needed to be sent in for us to process her vacation request. Here at Fun Time we make every attempt to make sure our customers know what we can provide and that we did not sell or advertise anything to anyone and refer them back to the company that they purchased from. #2. Peak season is considered the high season of travel and is determined by the location you wish to travel to. Some destinations have different peak seasons than others. Please remember that all vacations require a 90 day advanced notice. #8. In order to receive the least expensive quote possible from the booking company there are a few things to consider. The booking company will only give you a quote for what you request, if you are flexible in the days of the week you travel or you can fly on a less busy fly day your quote will be less expensive. On the second page of the Terms and conditions is our refund policy "Once you have been issued a code, submitted a reservation request and received a quote at your request, there are no refunds of the vacation deposit". Fun Time has a customer service department that handles telephone questions we also provide an email address for those who want to email questions. We hope a customer either call or emails the questions prior to sending in their reservation form. We just can't guarantee that the customer reads the documents before accepting the Terms and Conditions by signing the document and requesting their vacation quote.The next document is the Fun Time Reservation Center Official Vacation Booking Form please on the very first line we are requesting the customer to"Please read the terms and conditions on www.[redacted].com prior to submitting this form". Please notice the date [redacted] signed the request form onwas May 27, 2015 and the departure date is July 3, 2015. The terms and conditions state that a 90 day advanced notice must be given and that this is during peak season travel since the July 4th holiday is considered high travel season. On the very last page of her vacation booking form is the following "I understand and agree by checking this box I, [redacted] accepts the terms and conditions of this offer and there is no contract for goods or services created between you and Fun Time. Any problems or complaints between you and the seller / promotions company regarding your vacation program are the responsibility of that company and should be handled by that company". [redacted] needs to contact the company that sold her what she purchased Fun Time has no knowledge of that product or what was purchased. Refund Policy Once you have been issued a code, submitted a reservation request or received a quote at your request there are no refunds from Fun Time Vacations. By submitting this form you have agreed to all the terms and conditions on the website (www.[redacted].com). [redacted] signed this document accepting the Terms and Conditions.The third and final document is the quote that Fun Time provided [redacted] per her request. On this quote it our lines the following factors influenced the price of you vacation package. Your vacation is to be used during off peak travel and vacationing times however, if you choose to vacation or travel during peak time or season we will provide you with a quote that contains applicable surcharges up to and including the standard vacation cost. The following factors influenced the price of your vacation package.
• Your requested travel dates are within one week of a major holiday• Your requested travel date are within the required 90 day advanced notice• Your outbound flight is on a peak fly day• Las Vegas has no off peak season If [redacted] would have called our customer service number or email us to ask about the non- peak travel times she would have been explained that Vegas has no off peak season travel dates. She could have selected another destination is she so desired. It is not Fun Time responsibility no to allow customer to travel when, where and how they would like to. Customers upgrade all the time such as first class flights, cabin selections on cruises and holiday travel. Fun Time only provides the quotes that are requested.
I am sorry that [redacted] was not satisfied with the quote we provided. I believe that if [redacted] would have followed the restrictions / guidelines of the vacation she purchased the quote would have been possibly what the other company must have quoted her or their advertised price she received. Since our services were rendered I am sorry to say that no refund can be issued from Fun Time. Please have [redacted] go to the company that sold her the package to request the refund from them.
Sincerely,
The Accounting Department

[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 have numerous emails showing where I asked for answers but got "cut and paste" generic responses.  It was obvious that they were not taking the time to read my questions.  After approximately 11-12 emails, with no help, a phone number was provided at the end of the e-mail.  Therefore I began to call the company to try to speak to someone to get some answers.  One gir! In particular, Katie, was trying to get some answers for me but did not have the power to do much. She was very nice and courteous. As for the 2 gentlemen I spoke with on July 31st, they were very rude and even hung up on me.  They did not want to answer my questions . I have never been treated by any business this way.  They have been very unprofessional and lack customer service.  Therefore, we believe that we have been wronged and deceived by this company ,so that is why we have pursued this .  We tried numerous times since April to work with the companies to no avail.
Regards,
[redacted] & [redacted]

August 4, 2015
Dear [redacted],After reading [redacted] rejection I really do not know how to reply this case was closed on July 21, 2015.
Fun Time Vacation did not send her anything. [redacted] sent her booking information to Fun Time Vacation. The onlything that Fun Time Vacation sent to [redacted] was the vacation quote she requested.
[redacted] has had Fun Time Vacation confused with the company that sold or gave her the vacation package she is referring to. I do not know how to explain it any better.
Fun Time Vacation is only a vacation booking company. Fun Time Vacation does not sell anything, give promotions hold seminars we also do not advertise the company to the general public. Since all of [redacted] questions have been answered and Fun Time Vacation has provided all the documentation to prove we are not the company that sold [redacted] anything no further communications is required from Fun Time Vacation and none will be forthcoming.
Sincerely,
The Accounting Department

After reading over the complaint from [redacted] information from...

her file and added to the mail being sent with this letter in attempts to answer all of the issues in [redacted]’s complaint.
In the beginning of the complaint submitted by [redacted] it seems that she is stating that she cannot cannot get through to any of the participating companies in the promotion that she has decided to take part in. While we here at Fun Time cannot speak on the behalf of [redacted] we can however state that if [redacted] is or was having issues with a phone line through the customer service number of 1-###-###-#### she does have the customer service email addresses for both the [redacted] and Fun Time as a back-up to any problems that she may have been having with the customer service number. At this time we are not aware of any issues with the customer service number nor have we received any other complaints but we will look into the matter further.
The last and final complaint that [redacted] references in the letter that we have received states that [redacted] has not been able to get what she was sold, unfortunately we are not sure as to what [redacted] was sold because we here Fun Time do not sell or advertise any packages or information. [redacted] was sent to our company here at Fun Time deciding on her own to do business with our company due to information given to her by another company so we have no knowledge of any information given to [redacted] by any other company other than our own. [redacted] would have known this due to a document called the “Official Booking Document” form that was sent to her that she signed and returned to our company herself on 12/1/2015. This document states the following: “Any problems or complaints between you and the seller/promotions company regarding your vacation program are the responsibility of that company and should be dealt with through that company.”
This document has been copied and included with this letter as well as the above quoted information. being highlighted for your convenience.
To conclude this letter it states that [redacted] wishes a refund from all parties involved. Unfortunately we cannot give [redacted] any information on refund pertaining to a company that is not our own. At this time we are willing to offer [redacted] a partial refund of $25.00. At no point are we at all obligated to offer this refund to [redacted] due to the documentation mentioned above stating the following:  
“Once you have been issued a code, submitted a reservation request or received a quote at your request there are no refunds from Fun Time Vacations of the deposit made.”

[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:
This agencies sender me a package to travel and now they haven't la promotion and they didn't refund my money
Regards,
[redacted]

September 15th, 2015
In reading over the complaint from [redacted] I will do my best to answer every question and issue brought up. At this time in reading over the letter of complaint sent by [redacted] it seems that she is a bit confused. Her first issue addressed in the letter states that...

she purchased a vacation from our company, unfortunately this is not the case. We here at Fun Time do not sell or advertise vacations, we are a booking company and in order for a customer to come to our company or get any information pertaining to our company they would have been sent to us by another company. As you can see this means that at no point in time would we sell a customer anything at all, if the customer was confused about this they should not have signed the documentation stating the following: "Any problems or complaints between you and the seller/promotions company regarding your vacation program are the responsibility of that company and should be dealt with through that company".
This document is called the "Official Booking Document" and was returned to our company by [redacted] on 8/19/2015 signed and dated by her. This document shows that we are a booking company only responsible for quoting [redacted] for what she requests, nothing more and nothing less. If at any time [redacted] had any questions pertaining to what she was sold or given she should have contacted the company that sold/gave it to her.
The next issue brought up in the complaint letter from [redacted] would be that we never answer our phones, unfortunately we here at Fun Time cannot give information pertaining to this portion of the complaint because we use a customer service company as our phone line customer service, this number is provided to the customer so if they were having trouble getting through this is not something that could be helped by our company though [redacted] was provided the customer service email for our company and an email to a booking agent once she had returned her official booking document. Up until the time that [redacted] threatened our company with legal action we were assisting her to the best of our abilities through email.
The next portion of the complaint letter again seems to be brought back to [redacted] giving information pertaining to the purchase of her package, once again we can unfortunately not assist with any answers to this because we did not sell [redacted] a package. It is clearly stated in the documentation that [redacted] would be receiving a quote from our company for the vacation she requests, there is at no point and time any documentation from our company stating that any vacation will be any certain cost before the quote is given. [redacted] states the vacation was to be a certain price at a certain hotel yet, at no point on the "Official Booking Document' that [redacted] returned to our company was the price she was previously given or the hotel she wished to stay at stated. If this information is not given it cannot be addressed or provided. Please note that the "Official Booking Document” has been copied and highlighted for your convenience. At no point and time was any of the information [redacted] claims to have “paid for", given, nor is it stated on any documentation given to our company that the vacation was already paid for so the issue could not be addressed with [redacted].
In conclusion [redacted] states that she wants our company to contact her and give her the vacation that she was sold or that we should return her money to her. Unfortunately we do not have a customer call line here at Fun Time as once again we use an outside customer service company. At any time [redacted] may contact the customer service company by phone to discuss her file once she has closed this complaint. If she wishes to contact them once the complaint is closed she may call ###-###-#### or email Fun Time Reservations a [redacted].com. However, no assistance will be provided to [redacted] until the complaint is closed. At this point and time [redacted] is requesting a refund of $896.00, our company has collected a total of $100.00 from [redacted] as a non-refundable deposit once a quote is given. This information is stated on the "Official Document” as well and is highlighted for your convenience.
Unfortunately we would know nothing of the other funds [redacted] is referring to. We suggest that [redacted] looks over all documentation that she has signed and returned to each company as well as checking her payment documents to find out what companies she has paid.
Sincerely,
The Fun Time Staff

October 12, 2015Dear [redacted],After reading the letter from [redacted] and pulling her file this is what we have in response.Before [redacted] ever seds in a registration fee/deposit to our company she must go to a website to download the documentation that must accompany...

this payment. In order to download this documentation [redacted] must click a box and sign in to acknowledge that she has not only read the terms and conditions provided to her but that she agrees to these terms before sending the funds in.The Website that [redacted] completed these actions on gives specific terms and Conditions that address most, if not all of the issues that [redacted] has listed in her complaint;
"The following are a few things to know before using the vacation site. We want to make sure your travel arrangements go smoothly. You are here because you have an agreement with a company that either gave you or sold you the VRC program. Each company that chooses to use our program is given strict guidelines about our program in order to market our program, VRC is not responsible for any commitments made to you by any other company verbal or written. VRC is only responsible for the terms listed on this site. Peak season is considered the high season of travel and is determined by the location you wish to travel to. Some destinations have different peak seasons than others. Please remember that all vacations require a 90 day advance notice. Certain time and day restrictions apply to all vacations and is at the discretion of the booking companies. The booking company and vacation provider is an independent company and not affiliated with the company you received your vacation from. They have no knowledge of who you received your vacation from or the terms of that agreement. They are only able to answer questions about your vacation. If you have any questions regarding the terms of your vacation please ask the company that issued it to you. Once you have been issued a code, submitted a reservation request and received a Quote at your request, there are no refunds of the vacation deposit."
As you can see, this is all information provided to [redacted] that she had to read and acknowledge before sending in her $5000 payment to our company. This covers not only the fact that [redacted] believed that she paid our company for her vacation.
As the last issue that [redacted] is bringing up in her complaint it seems that she is stating that our company sent her no information to take her vacation, this is simply not true. On 9/10/2015 [redacted] returned her"Official Booking Documents", this means that she was letting our company know that she was ready to receive a quote for her requested vacation and on 9/11/2015 she was emailed by one of our representatives due to the fact that her documentation that she returned was actually [redacted] trying to book two different vacations at once with only having registered for one. We awaited [redacted]'s reply and once the reply was received she was quoted on 9/24/2015. At that time [redacted] proceeded to threaten our company with legal and negative action therefor her file was placed on hold until the further action was dealt with.
At this time we feel unfortunately that no refund is due to [redacted] and no refund will be given to [redacted]. She claims that our company has and is doing nothing for her when in fact our company has done our job in providing [redacted] the quote she requested for the vacation that she requested. We recommend that she contact the company she came from if she has questions about the package she purchased or the process in which the vacation booking is to be completed because our steps in this process has been completed, it was up to [redacted] to complete the booking but she did not wish to.
Sincerely,
The FunTime Staff

September 8th, 2015
In reading over [redacted]'s letter we will do our best to respond to its contents. As we have read over the contents of [redacted]'s rejection letter it seems that unfortunately he has provided no questions or content to be answered by our company. Due to this issue we do not have a response at this time. If [redacted] wishes any further response he must ask a question for our company to respond to as we have already previously responded to all of this information in the previously sent answer to his first complaint.
Thank you,
The Fun Time Reservations Staff