Infinity Incentive Group, Inc.

Revdex.com, I am not able to review the document attached to this complaint.  I can however most likely determine based on our CRM notes, that this is a request for a refund.In this case, the...

refund request was submitted on 4/27/2015 for $100.00 verbally.  We require a written communication from the customer with verification (customer ID) which this will count for as part of that process.The refund request is now in the hands of accounting.  As per our policy, we inform customers it can take up to 6 weeks to receive your refund.  You will most likely receive sooner and can call our customer service department at ###-###-####.  The best times to call are in the late afternoons and toward the end of the week.  This will ensure a lower hold time.

Re: ID# [redacted]To Whom It May Concern,We are in receipt of the above referenced complaint by [redacted]. We do not advertise our promotional offers. We do not want to mislead or misrepresent our products so we do state in the documentation provided to each customer,...

that no one should rely upon the representations of anyone outside our organization as to the specifics of our offers. We are a third party company, completely separate from the company that presented to [redacted]. The company presented a free CERTIFICATE. The offer itself is not free, but since you attended their seminar they gave you a “free” certificate. We are diligent in providing full and complete Terms and Conditions at several touch points so that consumers can make well informed, educated decisions about participating in our exciting offers. Per Terms and Conditions we outline the fees and requirements. Our certificates are time sensitive. We invite customers to call in with any questions. Our offers, like any other promotional offers, come with restrictions and must be adhered to in order to take advantage of the promotion. Being a third party company we only receive a certain amount of allotment. When customers choose to go outside the Terms and Conditions it may result in their chosen date not being used or higher pricing. [redacted] indeed received the email on 3/20/2015 at 11:13 a.m. and another on 3/24/15 at 1:24 p.m. [redacted] also spoke to a customer service representative on 4/02/15 at 11:24 a.m. confirming a new flight date for 6/30/2015.We apologize for any inconvenience that this matter may have caused [redacted]. If we may be of further assistance to her regarding this matter, she may contact us by calling the Customer Service Department at [redacted]. We are available Monday through Friday 8:00 a.m. to 4:30 p.m. Mountain Standard Time.Sincerely,[redacted]Customer Relations Manager

Date: August 21, 2014Revdex.comAttention: [redacted]Re: Complaint ID#: [redacted]Dear [redacted],We are in receipt of the above referenced complaint by [redacted] and [redacted]. We appreciate...

your assistance in bringing **. and [redacted] concern to our attention. **. and [redacted] sent in a personal check for $200.00(check #[redacted]). Per Terms and Conditions we do not accept personal checks to activate this particular certificate. After speaking with **. [redacted], Infinity decided to reactivate account when proper payment is received. This was done as courtesy to **. and [redacted]. They will need to be sure to follow Terms and Conditions from here on.We apologize for any inconvenience that this matter may have caused **. and [redacted]. If we may be of further assistance to them regarding this matter, they may contact us by calling the Customer Service Department at [redacted]. We are available Monday through Friday 8:00 a.m. to 4:00 p.m. Mountain Standard Time.Sincerely,[redacted]Customer Relations Manager

We need a few more days as we are working with the company the client went on a presentation with to try to help resolve.

Thank you for contacting us.  We noticed that the first response mentioned having in hand by 1/5/2016 but should have been 2/5/2016 since the dispute was submitted on 1/18/2016.  
 
We are assuming you have not received the refund.  We need to verify the address we have on file is:
If this is not the correct address, please call us at [redacted] and update your address.  We will issue a new check and send it out tomorrow provided there is no call to us to change the address.
We apologize for these issues.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The problem is that the charge for use of the certificate was $900 per person for a trip from [redacted] to [redacted].  That was well over the cost of a full fair ticket.  This company has made a contractual agreement with [redacted] for that company to use its travel certificates as promotional incentives to entice customers to come to their promotional gatherings.  I believe that places responsibility on both companies to make sure each company is advertising and using these travel certificates honestly.  I suspect that these companies are attached in some way, perhaps as subsidiaries of [redacted].  Otherwise, they are each using the other as a shield by claiming to be separate entities when they are, in fact, working jointly to conspire to defraud customers of both corporations.Please let me know what information I must send you to begin a legal search into the connections between these three corporations.

Regards,

Date: October 24, 2014Revdex.com of ArizonaRe: ID#[redacted]To Whom It May Concern,We are in receipt of the above referenced complaint by [redacted]. We appreciate your assistance in bringing our customer’s concern to our attention. I have made a...

note in [redacted]’s account to switch the cruise selection to the air selection. He will have a representative contact him by Wednesday 10/29/2014. [redacted] will need to be sure to follow the Terms and Conditions closely. We follow a set of precise guidelines to accommodate the high volume of travelers we have each month.We apologize for any inconvenience that this matter may have caused [redacted]. If we may be of further assistance to him regarding this matter, he may contact us by calling the Customer Service Department at ([redacted]. We are available Monday through Friday 8:00 a.m. to 4:30 p.m. Mountain Standard Time.Sincerely,[redacted]Customer Relations Manager

We are in receipt of the above referenced complaint made

by Ms. [redacted] and appreciate the opportunity to address her concerns.

 

Our organization fulfills thousands of these offers every

month and, like any promotional offers, they do come with restrictions and

guidelines.  We provide clear and concise

instructions on all of our documentation. 

We do set timelines for the submittal of registration and certificate

forms and we do adhere to them. 

 

Ms.  [redacted]’s offer

had an issue date of 11/16/13 and clearly stated on the form is the below:

“Your Flyaway Select Reward© (FSR) is redeemable for (1)

Flyaway Travel Reward and (3) Bonus Travel Offers (REWARD) as outlined in the

brochure. A non-refundable $4.95 travel agency service fee in the form of a

check or money order must be received within 30 days of the issue date to

receive your REWARD.”

 

As you can see, the form and fee must be RECEIVED within

30 days of the issue date.  All incoming

mail is stamped with the date that it was received in our office (and we do

receive mail on Saturday’s) and Ms. [redacted]’s form was received on 12/18/13,

therefore rendering it null and void and her check was returned to her.

 

Thank you for provided our company with a forum to

respond.

 

Sincerely,

 

Customer Relations Manager

I mailed the letter to you guys requesting my refund and you revived it on June 13th. I have followed up with Mrs. D[redacted] several times. I called her two weeks ago to confirm the date I should receive my refund she told that it will be mailed out on August 13th and I should have it by the end of the following week which was the 19th. I even called to make sure that you guys revived my letter back and June so how is it she was able to give me that date that she received and the date 8 weeks from the day I revived on several different conversations but now that my refund hasn't been revived your records don't show. I highly upset with this company and I am now a propert owner and will be letting them know the shouldn't use you guys if this is how you do business

Thank you for bringing this to our attention.
Your refund check is being manually cut and will be mailed out tomorrow.  You should have in hand by no later than 3/8/2016 and should be sooner.  If you have not received by this date, please call us immediately at...

866-877-8050.We apologize for this issue.

I have reviewed the response made by the business in reference to complaint ID 11156590, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Deborah Ko[redacted]

Thank you for bringing this to our attention.
We apologize for the disruption.  We are manually processing your check again today.  Please validate the address we have is correct:

If this is incorrect, please contact our offices...

at [redacted] and provide any correction needed by tomorrow morning 2/11/2016.  This should be in hand if the address is correct by no later than 2/26/2016 and should be sooner.  IF you have not received it by this date, please contact us at [redacted]

From reading the rest of the complaints on this site, this is the same message sent to other customer's who did not receive their deposit back.   I was suppose to receive my deposit check last week.  I still have NOT received it.   I am tired of playing these games with this company.  I am strongly urging this company to have check overnighted to me with tracking details and check number information.

Thank you for bringing this to our attention.
 
We apologize for the issue with the refund.  You should have this in hand by no later than 2/16/2016.  If you have not received it by this date (should be sooner), please call us at [redacted]
Also, in reading you...

complaint, we note that you were under the impression that your airline tickets would be free.  We are a third party provider of travel fulfillment.  If you have any documentation from the company that provided the travel certs to you that indicate our products as free, we would greatly appreciate your sending a copy via fax to [redacted]  We work very hard to make sure that our products are presented correctly as we travel thousands of couples every year and have done so for the last 12+ years.  We know we cant make everyone happy, but we do not tolerate misrepresentation.  Your assistance with this would be appreciated.

Thank you for bringing this to our attention.We have found the issue with your deposits.  The customer support side shows that your deposits have been and were issued.  The problem is that all 3 deposits were issued at one time generating 3 separate checks.  This triggered a...

fraud alert in our system since its not allowed to generate more than one check per day on any customer to prevent system fraud.  This jammed up the accounting process while at the same time presenting the customer support team the information that the checks had been sent.We sincerely apologize.  This issue has been over-ridden to get this expedited.  You should have the total of your refund of $250.00 in hand by no later than 8/28/2015.  If you have not received them at that time, please call us at ###-###-####.

Date: March 11, 2015Revdex.comRe: ID# [redacted]To Whom It May Concern,We are in receipt of the above referenced complaint by [redacted]. We do not advertise our promotional offers. We do not want to mislead or misrepresent our products so we do state in...

the documentation provided to each customer, that no one should rely upon the representations of anyone outside our organization as to the specifics of our offers. We are a third party company, completely separate from the company that presented to [redacted]. The company presented a free CERTIFICATE. The offer itself is not free, but since you attended their seminar they gave you a “free” certificate. We are diligent in providing full and complete Terms and Conditions at several touch points so that consumers can make well informed, educated decisions about participating in our exciting offers. Per Terms and Conditions we outline the fees and requirements. Our certificates are time sensitive. We invite customers to call in with any questions. Our offers, like any other promotional offers, come with restrictions and must be adhered to in order to take advantage of the promotion. Being a third party company we only receive a certain amount of allotment. When customers choose to go outside the Terms and Conditions it may result in their chosen date not being used. We have had several correspondences with [redacted] since December. Within those correspondences we have told him exactly how our program works and how the Terms should be followed. We have sent him travel quotes, to which he has denied them. [redacted] certificate expiration is June 3, 2015. He has had 12 months to come up with dates, which he has and we have sent him quotes for those dates and he has declined them. [redacted] has had more than enough time and information to decide if he would like to travel with us or not. [redacted] is currently active in our system and we are waiting for a response to yet another quote. If [redacted] would like a refund of his refundable $100.00 deposit, we will be more than happy to do so.We apologize for any inconvenience that this matter may have caused [redacted]. If we may be of further assistance to him regarding this matter, he may contact us by calling the Customer Service Department at [redacted]. We are available Monday through Friday 8:00 a.m. to 4:30 p.m. Mountain Standard Time.Sincerely,[redacted]Customer Relations Manager

We are in receipt of the above referenced complaint by [redacted]. We appreciate your assistance in bringing her concern to our attention. The reason why we request 3 dates us due to the fact that not all first requests can be made.  We would love to [redacted] travel...

with us, but at her request here we are expediting her refund of $100 plus $50 in deposits she has made for her travel.  If she has not received them by August 8th, 2014; she can call our office at [redacted] to verify sent funds.Sincerely,

[redacted]Customer Relations Manager

This is the biggest scam. What is supposedly free airline tickets and hotel is so far from free it's ridiculous! Don't even try to use it for a specific trip as that is impossible, and DO NOT send them any money unless you like donating your money to scam artists. What a bunch of bull!

I have had a similar experience as the other negative reviews. Excessive and misleading call times, overly complicated processes designed so they do not have fulfill promises, non-responsive to e-mails or phone messages. I reiterated through e-mail multiple times that I was having trouble trying to redeem my certificates after spending hours on hold and they did not respond to anything. This is just another scam, don't waste your time trying to redeem a travel voucher for them you'll just end up frustrated and disappointed.