International Cruise & Excursion Gallery, Inc.

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to...

provide you with the facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] purchased a Sears Vacation package on October 23, 2013. The cost of the package was $2,999.00 with a down payment of $99.00 and thirty-six (36) monthly payments of $93.55. Mr. [redacted] has a current balance owing on his account of $2,497.20. Due to the fact that Mr. [redacted] no longer wishes to continue his membership, and in the interest of customer satisfaction, we have cancelled his membership effective January 7, 2015. Because his request to cancel is well outside the rescission period, Mr. [redacted] understands there will be no refund of the monies paid to date, and that there will be no future charges to his account. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted]Resolution Specialist Office of the President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find a small discrepancy, I was told yesterday that the points were restored with no expiration date and that is what is reflected on my account.  I considered this action as satisfactory, and I consider this complaint resolved.
Regards,
[redacted]

Dear Sir/Madam: We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our...

resolution concerning this matter. According to our records, Ms. [redacted] along with Ms. [redacted] purchased an Unlimited Vacation Club (UVC) membership upgrade on November 10, 2015.  The cost of this upgrade was $3,499.00, with $349.00 down payment, followed by eighteen (18) monthly payments of $190.00. Our records reflect that during the original sales call on November 10, 2015, sales agent Zachary informed both Ms. [redacted] and Ms. [redacted] that one of the benefits of the membership upgrade was the fact that each time they deposited one of their time share weeks with UVC, they would receive 1,000 savings credits to be used towards vacations and various merchandise.  Zachary further explained that the first time they deposited their week with UVC, they would receive a special bonus of a $1,000 airfare voucher.  That was only applicable on the first time they deposited their time share week. As standard policy, we conduct a sales validation at the time of sale, which outlines the details and the cost of the membership.  During this validation, the validator James reviewed the above information again.  According to Ms. [redacted] when she deposited her time share week, she was charged a $250.00 usage fee by her time share provider, [redacted].  Ms. [redacted] provided documentation of the charge and one of our supervisors authorized the additional credit of $250.00 in vacation cash to offset the $250.00 Ms. [redacted] paid to [redacted] for the usage fee.  The week deposit was completed and the $1,000 air fare credit was added to their account on December 2, 2015.  Total amount of credit was $1,250.00. Our records indicate that Ms. [redacted] spoke to our supervisor, Seraj, on December 4, 2015, explaining that they no longer wanted to remain in the program and wanted a refund.  Seraj agreed to cancel their membership with a full refund, remove the $1,250.00 vacation cash from the account, and request a refund of the $250.00 fee paid to [redacted].  Ms. [redacted] agreed and thanked Seraj. Our records reflect that the aforementioned membership was cancelled on December 4, 2015, and the original deposit of $349.00 was returned to Ms. [redacted] credit card that she used for the purchase that ended in XXXX – [redacted]  According to [redacted], the $250.00 usage fee refund was processed on December 9, 2015. We would like to thank you for allowing us to clarify the status of this matter by allowing us to provide and explain the additional facts involved. SincerelyJannelle B[redacted]Resolution SpecialistOffice of the President

Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the...

facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a [redacted] package on June 23, 2014. The cost of the package was $3,195.00 with a down payment of $195.00 and eighteen (18) monthly payments of $175.67. Mr. [redacted] stated he was unable to log on to the [redacted] website and search for vacations using his resort certificate. We have researched this matter further and determined that our agency had been experiencing some technical difficulty with the website. As a result the option to search for vacations using the resort certificate was temporarily removed. As of today’s date the option to search for vacations using the resort certificate has been restored. We have made contact with Mr. [redacted] and advised of the following resolution. He has confirmed that he has logged on to the website and the certificate is visible again. As a courtesy and due to the inconvenience Mr. [redacted] experienced, we have provided him $200.00 in Vacation Cash to offset any additional upgrade charges he may incur due to his inability to book his desired vacation. We would wish to thank you for the chance to clear up the status of this affair by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

July 7, 2017
Re: Sully D[redacted] Case # [redacted]  Our Account [redacted]
Dear Sir / Madam:
Our records indicate that on March 10, 2017 Ms. D[redacted] contacted our agency to make a reservation, and spoke to our agent, Jair. In reviewing the recorded call, Ms. D[redacted] indicated that she...

wanted a “lock out” unit and explained to Jair that was a unit that had 2 kitchens and separate area for privacy as there were 3 adults and 2 children.
Jair explained to Ms. Sully that the unit she was booking had only one kitchen, not two, had 2 separate bedrooms, 2 bathrooms, 2 living rooms and according to the website a full kitchen. Ms. D[redacted] spoke to her friend, who was in the background, for a minute and explained that the reservation had only one kitchen, and her friend, said that was fine. Ms. D[redacted] agreed and completed the reservation, knowing there was only one kitchen. The reservation was made for The Best Western Saratoga Resort Villas in Kissimmee, Florida.
I reached out to the resort today to clarify the issue regarding the oven top/stove. I spoke to Terry, who informed me that Ms. D[redacted] did have what they classify as a full kitchen. Terry indicated that not all of their full kitchens have both a stove top and an oven. The full kitchens all have the full refrigerator, stove top or stove top/oven, microwave, toaster, coffee pot, pots, pans and dishes. Terry reviewed the comments on Ms. D[redacted]’s file and indicated that there was no complaint filed by Ms. D[redacted], during their stay regarding any lack of cleanliness or any issues other than it not being a “lock out” unit.
Based on our findings, Ms. D[redacted] was aware there was only one kitchen, not two, and was provided a full kitchen by The Best Western Saratoga Resort, no compensation is warranted at this time.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Re: [redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with...

the facts and our resolution concerning this matter.
We have reviewed Mr. [redacted]’s concerns and have found that he completed the online Sears Vacations webinar. Upon completion a complimentary 7-night resort vacation certification was to be applied to his account within six (6) weeks. Our records indicate a certificate was applied to account [redacted]) and activated inside the indicated timeframe. The certificate entitles Mr. [redacted] to book a resort stay in Mexico and other select U.S. destinations. To redeem the certificate, he may contact [redacted] and one of our travel specialists can assist him with booking his vacation.
We would like to thank you for the opportunity to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.
Sincerely,
[redacted]
Resolution Specialist
Office of the President

[redacted]
Revdex.com:
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.  I appreciate the assistance and the expedient resolution of this complaint. Please be advised:There is a problem with the credit card that was used to pay for the down payment with [redacted] and Travel.  This credit card has been cancelled.  I do not believe the refund can be processed through this closed account, although I have not contacted my account provider at this time.  If it cannot be processed,  I would like a check in my name mailed to my residence for the $99.00 refunded down payment if possible.  If not, I would need to be contacted for my current credit card information.  
Regards,
[redacted]

Please see attached.

[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.]
Revdex.com:
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,
Seong L**

July 6, 2017
Re: Deoneza G[redacted] 12[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Ms. Gladden’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like...

to provide you with the facts and our resolution concerning this matter.
According to our records, on May 27, 2017 Ms. Gladden purchased a Government Vacations Rewards Select Access Membership Upgrade. The cost of the upgrade was $1,699.00 with a down payment of $199.00 and fourteen (14) monthly payments of $107.18. The amount paid to date $306.18.
It is the claim of Ms. Gladden that she was dissatisfied with several aspects of the membership to include, price quotes were inconsistent, there were a number of issues with her reservations, and she was unable to speak to a supervisor. As a result, of these issues she has requested to be removed from the program.
In the best interest of customer satisfaction the membership upgrade purchased on May 27, 2017 has been cancelled. A full refund has been issued in the amount of $306.18 to the credit card we have on file ending in xxxx—2841 Exp. 5/17. The refunds will be processed in two (2) separate transactions and will be credited to her account within seven (7) to ten (10) business days depending on Ms. Gladden’s financial institution.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

Regarding the response from ICE Enterprises, I accept part of it.  I appreciate the refund of the monies I paid for the reservation that ICE could not fulfill and the reinstatement of the resort certificate.                                                                                                           The part that I do not accept is that I was rebooked into [redacted] which I was not.  An agent from Our Vacation Center which works with ICE called me.   I was willing to look into another hotel as long as there is a cancellation clause if needed but nothing materialized. One of the problems with Our Vacation Center is that I cannot call and talk with an agent who contacted me.  They don't give extension numbers.  I have to send an email stating when I will be home.   In addition I have another reservation through RCI Our Vacation Center ICE for Oak and Spruce Resort beginning June 5.  I was told that I will not receive confirmation and that the resort will not receive the reservation until 2 weeks prior to June 5.  I do not understand this whole process and I do not want to be told again later that the resort is not available.  It is difficult to plan when all is so vague.[redacted]

[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.]
Revdex.com:
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,
Maria H[redacted]

Re: [redacted]
Dear [redacted]: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would...

like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 16, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. The Government Vacation Rewards Select Access membership included 75,000 points, $2,000.00 in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a 7 day [redacted] or [redacted] Certificate, a 7 Day Preferred Inventory Resort and a $200 Cash Card. The complaint, filed by [redacted] indicates she felt misled while trying to book her cruise using her points and has requested to cancel her membership and receive a refund of all monies paid. I spoke to [redacted] on February 5, 2015 and apologized for any confusion and let her know that because she no longer wishes to remain in the program and in the interest of customer satisfaction, that we would certainly cancel her membership and issue her a full refund. We have cancelled the membership and issued the refund effective February 5, 2015 in the amount of $99.00 initial down payment, the three (3) monthly payments of $114.56 plus an additional lump sum payment of $500 totalling $713.56. The refund will be issued back to the star card we have on file. Please note that the refund can take approximately seven (7) to ten (10) days to receive depending on the financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

May 17, 2016
Re: [redacted] Case No. 11449522
Dear Sir or Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we...

would like to provide you with the facts.
According to Ms. [redacted]’s complaint, she signed a contract while she was on vacation in Cabo. Ms. [redacted] has not purchased a membership through our company; however, we have a partnered relationship with Pueblo Bonito through our Lifestyle Collection.
Consequently, our company does not hold the contract referenced in Ms. [redacted]’s correspondence, nor have we received any of her payment. The request to cancel the contract needs to be sent directly to her home resort, Pueblo Bonito in Cabo.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Re: David [redacted] Case #[redacted] We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the...

facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] enrolled in a two (2) year trial membership to [redacted] and Travel on April 22, 2014. This trial membership included 1,000 savings credits to use towards booking his vacations. Records further indicate that Mr. [redacted] purchased an upgrade to that membership on June 26, 2014. The cost of that upgrade was $3,499.00 with a down payment of $399.00, followed by eighteen (18) monthly payments of $181.22. The membership upgrade included the following: (1) 7-Day Cruise AND (1) 7-Day Resort Vacation OR 1 3/4 Day Cruise and (1) 7-Day Resort Vacations ?Redeem your Travel Savings Credits on purchases ?Price Match Guarantee on all cruise, hotel, resort, and experiential vacation purchases ?Deposit Your Resort Week(s) for more Travel Saving Credits ?Purchase Great Getaway Weeks starting from just $49! ?Reduced Annual Renewal Based on the information provided in Mr. [redacted]’s complaint, he indicated that he was called by our company and told that his “maintenance” dues would increase and that we offered him a package that would cover and pay these dues. Our research indicated that when Mr. [redacted] spoke to our agent, [redacted], regarding the upgrade of his [redacted] and Travel Membership, they never discussed any “maintenance” fees, or the possible increase of “maintenance” fees. Mr. [redacted] purchased a time share from [redacted]. Maintenance fees for his time share are levied by, and payable to, [redacted] in Ocoee, Florida. The fees discussed by Mr. [redacted] and [redacted], were the annual renewal fees for the [redacted] and Travel Membership upgrade. Those fees are subject to an increase if an individual upgrades his membership, as Mr. [redacted] did on June 26, 2014. As a result of his upgrade, Mr. [redacted] was able to qualify for reduced annual renewal fees of just $29.00 for 33 years. Hopefully, this will clarify the fact that the “maintenance” fees are for Mr. [redacted]’s time share and are not payable to our company, but to [redacted] in Florida. Our records further reflect that the paperwork regarding the [redacted] and Travel Membership upgrade, purchased on June 26, 2014, were mailed to Mr. [redacted] on July 2, 2014, at the address we currently have on file, which is [redacted] Garrochales, Puerto Rico, 00652. I have requested that our distribution center resend the documents to Mr. [redacted]. Mr. [redacted] can check his account on line at [redacted] where he can view his Travel Credit balance, redeem certificates mentioned above, review membership benefits, and review terms and conditions. Mr. [redacted] should feel free to contact us at any time by calling ###-###-#### if he needs assistance with his account or wants guidance on planning a cruise, resort or experiential vacation. When accessing the web site, Mr. [redacted]’s user ID is [redacted] and his password is [redacted]. At this time, Mr. [redacted] has surpassed the rescission period to receive a refund. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

April 4, 2016
Re: [redacted] 11255390
Dear Sir / Madam:
According to our records, Mr. [redacted] purchased a USAA Registry Vacations package on June 28, 2014. The cost of the package was $2,195.00 with a $95.00 down payment and eighteen (18) monthly payments of $125.67.
It is Mr....

[redacted] claim that although he agreed to try out the program he did not sign a physical contract. He explains that he was advised he was getting dream vacation for $2,195.00. Consequently, for purchasing the package he would be able to go on a 7-day cruise and 7-day resort stay. Mr. [redacted] indicated that shortly after purchasing the package, he did not want to keep the package and wanted to cancel, however, he indicated he contacted our agency, but was unable to cancel the package.
Based upon Mr. [redacted] statements he did not want to remain in the program and in the interest of customer satisfaction, we cancelled the package effective March 28, 2016 and refunds were issued in the following amounts; one (1) payment for $95.00, eight (8) payments for 125.67, three (3) payments for $67.34, two (2) payments for $242.34, and one (1) payment for $116.67 totaling $1,903.73. The refunds will be issued back to the credit card we have on file ending in xxxx—[redacted]. Please note that the refund will be processed back to the original cardholder and can take approximately seven (7) to ten (10) business days to receive depending on the financial institution the member banks with.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
[redacted]s
Resolution Specialist
Office of the President

Revdex.com: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.I am unhappy with their response because they are a fraudulent company. According to Westgate they have no affiliation with this company. What this company claims to have offered they do not offer. I called them last week to try to book a cruise with the program they offered because that's what they advertise and I was on the phone for over an hour being transferred to different people. Then I had to be called back because their system claimed to be down. When I gave them my Information, my name and contact # , they had no knowledge of me or my account. Yet they know me when they were taking money out of my account. I called OVC on 4/9/15 @ 10:09am spoke with [redacted]. He said he was not affiliated with the cruise program and was not affiliated with Westgate. Gave me # ###-###-####@ 10:15 I called . This was called Our Vacation Center where I spoke to [redacted] who gave me my RCI # which was the same as my Westgate # which was a little confusing. She said she knew nothing of the program I was referring to .She then switched me to another person. I then spoke to [redacted] ext#[redacted] . When I tried to explain the program. [redacted]s response was " We do not get involved with packages or programs that are sold to you ". He then asked me if I had any active certificates. I asked him how do I get a certificate. His response " we don't discuss any programs or certificates" .He then put me on hold and came back I said he could not book anything for me because I didn't have any points. I don't know what points he was referring to. He then transferred me and I spoke to [redacted] @ 10:38 am Ext [redacted] @ Government Vacation Rewards. I explained I have been transferred back n forth and I'm only trying to book a cruise. I was then transferred to Hector @ 10:46am . Hector said he couldn't give me any information and the system was down and that was the reason why I was transferred all over the place. He took my name and # and said he would call me back in an hour. He called back 2 hours later saying he could try to find me a cruise but it would cost more then what I said the program called for. What exactly does this company offer and what was the reason they charged me over $2000 ??? Are they really affiliated with Westgate. Someone isn't telling the truth .Regards,[redacted]

March 4, 2016
Re[redacted] Case No. [redacted]
Dear Sir or Madam:
We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we...

would like to provide you with the facts concerning this matter.
Our records indicate that Ms. ** received $200.00 in Savings Credits when she signed up at the Fiesta Mall to receive information on future travel. Those savings credits were added to her account number [redacted] on January 10, 2016 and will expire on January 10, 2017. Ms. ** can use the savings credits for her future travel and can access those savings credits on the website at [redacted]. Her Member ID is her email address and her password is the last 4 digits of her phone number.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Re:  [redacted]   [redacted]  [redacted] Dear [redacted] We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our...

findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on December 9, 2014.  The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Our records indicate that on December 15, 2014, [redacted] did speak to one of our supervisors who explained the cancellation process and indicated that she could certainly cancel her membership, however, felt it was important for her to understand the benefits available to her prior to cancelling. Consequently, [redacted] had several additional conversations with her account manager, as [redacted]’s original request was to book a hotel in [redacted] in December over the Christmas Holiday. Unable to meet [redacted]’s needs over the Holidays, and due to the fact that [redacted] did not want to remain in the program, we have cancelled her membership effective January 20, 2015.  We have refunded the initial down payment of $99.00 plus the January 16th payment of $86.78 to the original credit card ending in XXXX – [redacted].  Please be advised that it could take from seven (7) to ten (10) business days for the refund depending upon the particular financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.  Sincerely, [redacted] Resolution Specialist Office of the President

The original amount was $1999. The additional amount was $1499. The company never gave me that, as promised. And the refund  that the company sent was in the amount of $1300 and some change. The figures in this claim are not the correct amount.