Infinity Incentive Group, Inc.

We appreciate your position.Check number [redacted] was picked up by the post office today as mentioned it would be.  You should have this in hand before the 28th, we just provide more room due to the potential of delays in mail throughout the country.  If for any reason it has not be delived to you by the 28th, please contact us at [redacted]

They say that they need documentation from us that was given to us from [redacted]. We sent in the certificate to them to receive the free airline tickets . However the response letter we received back from IIG clearly states that we are entitled to two round-trip airfares. We had to select 3 dates of travel; the first two dates they said were not available. This was on notification of a few weeks before each selected date. Specifically, the description of the program states "This offer includes round-trip coach airfare for two adults to and from selected major city airports within the continental United States. Recipient must be 21 years of age or older with a valid drivers license and major credit card. Registration form requirements: Log on to www.rewardregistrationcenter.com to build your IIG promotions online profile within 30 days of the issue date of offer. Once your offer is registered, you will be provided a link to your travel request form to begin the booking process. I certainly don't think that sounds like something that we were just booking for regular travel. It sure sounds like there was certainly some offer there wouldn't you think. I have the copies of all the correspondence sent to us from IIG. If that is what the want, then I can send them copies, but I am sure they must have records of everything. I believe they know what they are doing. I will be reporting them to [redacted] Discovery Vacations, telling them that IIG is not honoring their certificates that [redacted] is handing out at their presentations. What I want is our two airfares that we were promised when we purchased from [redacted] and until that happens nothing will be acceptable. Thank you for listening.

Thank you for bringing this to our attention.We have reviewed with accounting and the refund has been expedited.  You should have received your refund by no later than 6/25/2015.  If you have not received it by then, please let us know by calling [redacted].  The best time...

to call is in the late afternoon and toward the end of the week to avoid longer hold times.We apologize for the error and are glad to be able to assist you.

We are in receipt of the above referenced complaint by [redacted] ID# 10579014. We appreciate your assistance in bringing our customer’s concern to our attention. I see where Mr. [redacted] contacted our office on the 14th (the day of this complaint) and that the...

request for the airfare was turned over to our fulfillment office.  The updated quote of airfare was sent on 4/16/2015.  Mrs. [redacted] declined the quote but has confirmed her July date to Vegas at that time. If there is anything further we can do, Mr. and Mrs. [redacted] is welcome to call our offices at [redacted].  For best service calls later in the day and later in the week will result in lower hold time and quicker customer service response.

We are inreceipt of the above referenced complaint by [redacted].In reviewing [redacted] complaint and position, I looked into several items to be sure I understood all points.  Starting with the email, I contacted our IT team to verify if the email was sent or not and IT was able to verify that the email as was sent to [redacted] on 3/24/2015 at 1:54PM and was opened.  We also show the email sent on 3/20 was received and responded to by phone call as requested for travel verification.  The floor supervisor [redacted] also called on 3/31/2015 at 9:09am to let her know that we would gladly begin working on the June travel date, we just need a verification of availability and we would getto work on it.  [redacted] called back on 4/2/2015 at 11:24am to confirm this date and availability.I also looked at the cost of airfare for [redacted] to [redacted] and found that we did offer a solid discount that was equivalent to the taxes and fees charged by [redacted] (a $56.23 discount on the airfare below [redacted]).  Our beliefis that [redacted] is looking at the cost of the flight on the booking page and not the TOTAL cost of the flight with all of the fees at confirmation.  This occurs quite common where our pricing looks higher than the flight until when booking the flight, the rest of the fees and taxes are added at the point of charging.As for the charge of a cover up of being attached, [redacted] is more than welcome to investigate.  We try to accomplish a good amount of due diligence, especially if the company is not well established.  Sometimes we find out the hard way that the marketing efforts are not as clean as we would have been led to believe.   Regardless, even then, our products are sold by agencies as well where we do not know who the promoter is.  Even then, to investigate each purchaser of our promotional items more than we already are would be similar to you going to the grocery store to buy eggs, only to be refused to purchase your eggs until you prove that you are not going to allow your kids or grandkids to throw them at any cars, houses, or people.  The intention is not to carousel this conversation, but to point out, that we have followed through on all points as we could.  The only point we could not follow through on is the point that we offer promotional travel products and that was not marketed to you in a way that was clear my the marketing company that you responded to.  However, we do have where this was provided to you in writing and you signed off that you agreed to this service under those terms.If you have any questions or would like a refund of your deposit, you are welcome to call our offices at [redacted].  The best time to call is in the afternoons and toward the end of the week.  This will ensure you have a lower wait time to connect with a customer service representative.

Infinity travel definitely is a questionable company. They said they would contact me within 60 to 90 days before my requested dates. I had to call them after the 60 day deadline and then they informed they hadn't started for the dates I had and then they respond with an email informing me the dates werent available. Upon calling there was a long wait to discourage the callers( I called during nonpeak times as they suggested and still had a 38 minute wait.)

Thank you for bringing this to our attention.
 
We note that a check (check number [redacted]) was posted for the $100 on Jan 25th.  Please call us at [redacted] if you have not received it by Feb 5th. 
 
We apologize for this issue.

Date: August 25, 2014State of Arizona Revdex.comAttention: [redacted]Re: ID# [redacted]Dear [redacted],We are in receipt of the above referenced complaint by [redacted]. We appreciate your assistance in bringing our customer’s concern to our...

attention. We understand why [redacted] is upset. We do not advertise our promotional offers and nowhere in our documentation do we state that our offers are for free travels. 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 gave the Travel Voucher to [redacted]. 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. 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 incentive. We precisely state on our documentation that if the time restrictions are not met, then the offer becomes null and void. These restrictions allow us to accommodate the high volume of customers that we take on each month. We satisfy hundreds of travel request and offers each month, and we do realize that offers cannot work for everybody. We did send [redacted] an email for her travel information on 1/17/2014 at 12:04pm and then another on 4/08/14 at 2:31 pm. [redacted] had then called us back on 4/08/14 at 4:10 pm. stating she had received the emails.We are more than happy to send out [redacted]’s refund. [redacted] should be receiving her refund shortly (please reference check # [redacted] for $100.00 and check #[redacted] for $50.00).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

Thank you for bringing this to our attention.  We apologize for this issue.
We are resending your refund to: 
28046 Hoover Rd, Apt 3, 
Warren, MI 48093
In the even you have not received this by 2/15/2016, please contact us at 866-877-8050.  If the...

address above is incorrect, please contact us immediately as we will sent the new check out in tomorrows mail pickup. 
 
 
 
28046 Hoover Rd. Apt. 3Warren, MI 48093
28046 Hoover Rd. Apt. 3Warren, MI 48093
28046 Hoover Rd. Apt. 3Warren, MI 48093

I like so many others, was interested in the "free" get away. When I realized that this free trip was going to cost me over $300 for 2 nights on the off season, I said no way. I asked for my $50 back and they said it would take 8 weeks. that's ridiculous. It's been over 8 weeks and still no check. I don't know how these people are still in business.

Thank you for bringing this to our attention.Your check has been processed.  The Amount of $100 for your refund should be in hand by no later than 9.11.2015.  If you have not received it by this date, please let us know by calling ###-###-####.

W are in receipt of the complaint filed by [redacted] ID#: [redacted].  We appreciate your assistance in bringing Mrs. [redacted]s concern to our attention.We can understand Mrs. [redacted]’s concern and have reviewed the account.  We note that she has sent in the $4.95...

processing fee and it was received on 1/30/2014.  We also show that her travel request forms for her package was sent by email on 2/13/2014 at 9:54am.  Of which we have not received any travel request forms back that were sent to her. Also, we do not have any note or accounting for Mrs. [redacted] calling our offices.  We believe she may have contacted another vendor or someone from the company she received the promotion from.  We are a 3rd party vendor and list our contact information on the certificate directly for any communication needed.We will quickly refund Mrs. [redacted] her $4.95 and sincerely apologize for any inconvenience that this matter may have caused.  If we may be of further assistance to her regarding this matter, she may contact us by calling the customer service department at ###-###-####.  We are available Monday through Friday 8am to 4pm Pacific Standard Time.Sincerely,[redacted]CustomerRelations Manager

The emailed material sent to me had different information.  I quoted to them from the material sitting in front of me, that "a $50 deposit in the form of a check, money order or cashier's check was to be sent."  I still have the printed material and offered to scan it to them to show that a personal check should have been accepted.  The time limits and the way you submit your requests are very unreasonable.  I tried to submit on line to save time - but they don't take credit cards so how can they offer that option??  As I said, they make it almost impossible to claim the reward.  The presentation promised 2 round trip tickets to many offered cities - I wanted to go to  Seattle.  Since the first date was not accepted, there was no way to go to  Seattle since you couldn't choose the same city for your other dates! Why??  Totally ridiculous.

[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.

However if this check is never processed or sent as promised, what steps can I take? 

Regards,

I purchased the insurance through travelocity. It was explained that if I need to cancel my flight then I can. I called to cancel they have certain reasons that they will allow you to cancel. Most of which are legal or medical. That is not how they explained the coverage at all. Do Not buy this coverage.

Thank you for bringing this to our attention.We apologize for the obvious confusion.  We do not offer anything for free.  We are a 3rd party fulfillment company that is fulfilling a promotional offer you sent in.  It is a promotional offer with costs associated listed in the...

terms you have signed on.  Alternatively, we sent you an email with a quote for your travel to Washington DC and you did not respond.  This includes phone calls.  We have attempted to communication with you ourselves, but to no avail.I am having my staff send you a new travel request form and contact you to verify you have received it.  We are also going to extend your usage of this promotion for an additional year.  We would like to travel you, but it is not free and the terms must be followed.  If you have any questions, please call our offices at ###-###-####.  The best time to call is afternoon or at the end of the week when there are fewer customers calling in.

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.

Dear [redacted],

Thank you for your diligence in this matter.

I am responding to [redacted] response to my complaint. Our certificate expired on April 26, 2014 as noted in his response. He confirmed that I contacted Infinity on March 11, 2014 allowing them more than 6 weeks to provide the transportation requested. I am sure a company of their magnitude and size could of made two seats on a plane prior to April 26th available. I suspect this action would have taken special handling but could of taken place had Infinity Travel been willing  to accommodate their offer and provide a customers a positive  experience  by honoring this request.

As I have previously offered, I am available today, tomorrow, anytime for travel. All I would  require is the date and time to arrive at the airport no less than 24 hours prior to traveling. The local airports in my vicinity are: [redacted] and [redacted]. Our dream destinations are: [redacted] or [redacted].

I hope Infinity Travel is willing to send us on the vacation promised.

Thank you for for assistance.

[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.]

The refund check has been sent as promised and I am happy with the resolution.  Thank you for your role in this.

Regards,

Bruce Curtis

Thank you for bringing this to our attention.
 
We apologize for the issue.  Your refund was processed on the 16th of January.  We sent it to:

If this address is incorrect, please contact us at [redacted] by Noon...

Eastern Monday (2/8/2016), otherwise, we are resending your refund and it should be in hand by no later than 2/17/2016.

We are in receipt of the above referenced complaint by Mrs [redacted].  We appreciate your assistance in bringing our customers concerns to our attention.We understand Mrs [redacted]'s frustration, she is under the impression that she is not getting a "complementary" or "free" cruise....

 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 of our organization as to the specifics of our offers.  We are a third party company, completely separate from the company that gave the presentation to Mrs [redacted].  We are diligent in providing full and complete Terms and Conditions at several touch points to ensure that consumers can make well informed, educated decisions about participating in our exciting offers.  Per Terms and Conditions we do outline the fees and requirements.  We invite customers to call in with any questions.For the product that Mrs [redacted] is requesting with in this complaint, she registered on 5/3/2014 and is active in our system.  We are currently awaiting for her to send in the Travel Request form that was emailed immediately upon registration with the completed dates of travel and port requests along with any REFUNDABLE deposit that is required.  She will be contacted by our fulfillment team 90-120 days prior to her requested dates of travel.We apologize for any inconvenience that this matter may have cause Mrs [redacted].  If we may be of further assistance to her regarding this matter, she may contact us by call the Customer Service Department at [redacted]