International Cruise & Excursion Gallery, Inc.

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 and our resolution concerning...

this matter. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 11, 2014. The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Records reflect that Ms. [redacted] contacted our agency indicating that she had some water damage at her house and was having difficulty with the payments. We agreed to lower her payments for 3 months and waive the monthly processing fees and Ms. [redacted] was appreciative. Ms. [redacted] later contacted our agency and indicated that she was just having too many financial issues, at this time, and requested to cancel her membership upgrade. Based upon Ms. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership upgrade effective May 8, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution Ms. [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

Re: [redacted] and [redacted]

 

 

Dear Sir or Madam:

 

We would like to thank you for bringing Mr. and Mrs. [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. and Mrs. [redacted] purchased a [redacted] Direct Access Package on June 18, 2014. The cost of the package was $4,999.00 with a down payment of $499.00 and thirty-six (36) monthly payments of $155.95.

 

Mrs. [redacted] contacted our agency on June 24, 2014 and advised they were experiencing a financial hardship and needed to cancel the package.

 

Based upon Mrs. [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we cancelled the package effective July 1, 2014 and a full refund was issued for $499.00. The refund was be issued back to the credit card we have on file ending in xxxx—[redacted].

 

Please note the refunds may take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. and Mrs. [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.

 

 

Best Regards,

Resolution Specialist

Office of the President

Re: Ophelia Boston Case # [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 [redacted] Vacations Membership on January 31, 2015. The cost of this membership was $1,999.00 with a down payment of $199.00 and thirty-six (36) monthly payments of $62.38 per month. According to our records, [redacted] called our agency on February 2, 2015 requesting to cancel her membership, as she had thought about it and felt it would not work for them. Unfortunately, our Customer Service department was not open at the time and [redacted] was told that she would receive a call back from one of the customer service agents. Shortly [redacted] called back and was transferred to the wrong department. We have reached out to [redacted] to certainly apologize for the confusion in getting her to the correct department to resolve her request. Based upon [redacted]’s request to no longer remain in the program, and that her original request was received within the rescission period, we have cancelled her membership effective February 4, 2015 and issued a refund of $199.00. The refund was issued to the credit card we have on file ending in xxxx—[redacted]. Please note the refunds can take approximately seven (7) to ten (10) business 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

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

Re: Michelle [redacted] Case # [redacted]

[redacted] Our records allow us to search for the account with the members name, phone number as well as their email address. Unfortunately we can find no account for Michelle [redacted] using the information provided in her complaint. Nor can...

we find her name on any log indicating she participated in the presentation.

Ms. [redacted] indicated that she participated with her husband. It is possible that her account is under her husband’s name, cell number or different email address. I have reached out to Ms. [redacted] using the phone number on the complaint, however have not heard back from her. If you could provide us with some additional information we would be happy to do some additional research to locate her account and resolve her concerns.

We would like to thank you for the opportunity to clarify the status of this matter.

Sincerely,

Office of the President

Dear [redacted]:

We would like to thank you for bringing [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, [redacted] purchased an ICE Rewards Premium membership on December 8, 2012. The cost was $2,499.00 with a down payment of $299.00 and sixteen monthly payments of $146.50.

Based on the information reviewed, [redacted] contacted our agency to explore her vacation options and experienced some delays while waiting to be assisted. She also indicated she requested the assistance of a supervisor to address her dissatisfaction.

We certainly understand that our response time was greater than expected and we apologize for any inconvenience this has caused the member. We are experiencing longer hold times as we are in one of our peak seasons this time of year. Furthermore, [redacted] stated she was met with less than desirable service when she requested to speak with a supervisor and regrettably was unable to speak with one at the time of her request.

Our records, reflect that [redacted] has been in contact with our Travel Department as late as July 24, 2014 and has been able to speak with a vacation consultant about travel options for a tour to [redacted]. Unfortunately, we cannot accomodate [redacted]’s request for a refund as she is beyond the initial ten (10) day rescission period that comes with the membership she purchased. However, we will continue to provide [redacted] with our best travel service to regain her satisfaction and loyalty.

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,

Resolution Specialist

Office of the President

Re: [redacted]: We would like to thank you for bringing [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 [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on October 32, 2014. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Records indicate that [redacted] did pay the balance of her account in full on November 21, 2014. Our records indicate that on February 13, 2015, [redacted]k called our agency requesting information regarding booking a resort, as well as getting some information on booking a cruise to the Western Caribbean. [redacted]k was unhappy due to the limited availability of resorts in her desired location at the time she requested. [redacted]k also expressed displeasure over the cruise line pass through fees, i.e. port fees and government taxes. These pass through fees were disclosed to [redacted]k on the date of purchase via recorded validation. Based upon [redacted]k’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective February 18, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution [redacted]k 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

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. According to our records, [redacted] purchased a Cruise and Resort package on April 1, 2013. The cost of the vacation package was $1,799.00. She made an initial down payment of $99.00 to be followed by eighteen (18) payments of $103.44 per month. [redacted] currently has a balance owing of $894.40. Our records indicate that on July 25, 2013, [redacted] made a resort reservation at [redacted] for the week of November 30, 2013, however, had to cancel the reservation as her family decided that time would not work. Her funds were returned and her certificate was restored. [redacted] made another reservation on May 13, 2014 at the [redacted] for the week of August 8, 2014. On July 7, 2014 [redacted] contacted our agency and cancelled the reservation due to some financial issues. We were able to make an exception for her, and cancelled the reservation and restored her certificate. On December 1, 2014, [redacted] contacted our agency to see about setting up financial arrangements for her past due account. [redacted] was also interested in making a reservation in [redacted] for February of 2015. The customer service agent explained to [redacted] about the Hardship program for our members who are having temporary financial difficulty. She elected not to participate in the Hardship program, at this time, and the customer service agent did extend her expired certificates to March 1, 2015 at no additional charge. [redacted] complaint stems from the fact that she was told by the customer service agent that we could not provide the Hardship information in writing. She is requesting a refund or to book a resort stay in [redacted]. I was able to speak with [redacted] regarding her requests. I explained that as for her request of a refund, she was outside the rescission period, so a refund was not available to her, at this time. We would, however, be happy to work with her in acquiring the vacations she was interest in. We discuss her desires in booking a resort in [redacted] for her wedding anniversary. She explained that she was told there were no resorts without any upgrade fees. She further told me that she did not want to cruise. I let her know that we would make an exception for her, and allow her to exchange her cruise certificate for a higher end resort, and she said that would be great. She could then use her standard resort certificate at a later date. I told her I would be happy to work with one of our resort supervisors and see what we could work out for her and we would get back to her. Our resort supervisor, [redacted] was able to use the cruise certificate to find a couple of options for [redacted] in [redacted] in February of 2015. Unfortunately [redacted] was not happy about the fact that she would have to pay off the balance of her package, which was $894.40 before she would be able to use the certificate. I explained to [redacted], that we informed her on the date of purchase, how the package works in relation to booking the vacations, that if she were to book a cruise, the package would have to be paid in full 90 days before sailing. With the exception we offered her, of using the cruise certificate to book the resort, the same applies. The package would need to be paid in full prior to her taking the vacation. I also let her know that if she booked a vacation anywhere else, she would be expected to pay for the reservation prior to taking the vacation. She agreed that that would be the case. In an effort to reach a resolution, and the fact that [redacted] cannot pay the package off in full to take the vacation in February, at this time, we are happy to place her account on the Hardship program effective December 10, 2014 and will provide that information to her in writing. 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] Resolution Specialist Office of the President

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. Our records indicate that Ms. [redacted] purchased a Sears Vacation Rewards Membership on May 1, 2015. The cost was $2,999.00 with a down payment of $299.00 and thirty-six (36) payments of $93.57 per month. Records reflect that Ms. [redacted] contacted our agency to cancel her membership, however she was outside the rescission period. Based upon Ms. [redacted] request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective May 27, 2015 and issued a full refund. The refund was issued to the credit card we have on file ending in XXXX --- [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to post to her account depending on the financial institution Ms. [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

[redacted]  [redacted]

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,

If the company looks back to the notes on the account it is clear that I had issues with the purchase from the moment I purchased. I escalated the lack of disclosure regarding my purchase and not being told about fees (the 19.95 "processing fee") and other fees that weren't disclosed but I saw on the attached document. I was given a future purchase credit.
My payment was due July NOT June. I include this information to demonstrate that in an effort to defend their deceptive practices the company does not take the time to actually look at the details of the transaction. I called in June to pay the cruise early. I was informed my balance was 603.62. I paid 603.62 after telling Mr. Rause I wanted to pay it ALL off.
As stated in the company's response I made 14 payments of 175.97 and the package was for 18 payments of 175.97. Each payment included a 9.00 "processing fee" but since I made 4 less payments that company should return my 36.00 in "processing fees"
I paid my cruise because I had no other choice. If I didn't pay my cruise it would have gotten cancelled and the company would have stayed with my money not because what they did was honest and with integrity. My package is paid, it will take my cruise and I will never do business with this company again. I want this complaint on record and I will be sure to communicate my dissatisfaction with every possible customer I come across. The veteran community is a small one.
 My need to extend my cruise is irrelevant and immaterial to this complaint and I am not sure why the company representative even felt the need to bring it up.

Please see attached.

I have reviewed the response made by the business in reference to complaint ID 10214083, and find that this resolution would be satisfactory to me. Only on the condition that the business will indeed perform this action and without further complications. If it does, then I will consider this complaint resolved.

Regards,[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.

According to our records, [redacted] was contacted by our agency and invited to attend a presentation about our [redacted] program. As an incentive for attending the customer receives a 7-night complimentary resort certificate for a Tropical Vacation and a $100.00 [redacted] gift card.

Our reservation specialists set appointments for those interested in coming to the [redacted] facility to learn more about [redacted]. These informative sessions are referred to as Open Houses and typically last a total of 90 minutes. Just for attending an Open House, a guest will receive a free 7-night tropical vacation to one of our preferred [redacted] properties and additional incentives may be offered- from time to time, such as [redacted] cards, [redacted] gift cards, etc. Furthermore, there is an income verification that should be conducted when the initial appointment is set to ensure we have a program that will fit the guests’ vacation needs.

Based on our review, we understand certain aspects of our qualification process were not followed and we would like to apologize for the misunderstanding and lack of customer service during [redacted] visit.. It is our goal to provide all guests’ with the best service possible in a friendly and professional manner.

We have applied a Direct Access certificate to [redacted] account, which will allow her to redeem it toward a 7-night resort vacation to U.S. and [redacted] destinations. The certificate has standard terms and conditions, which should be reviewed prior to redemption.

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,

Resolution Specialist

Office of the President

I am disappointed that this business has been uncooperative, and unwilling to just cancel the transaction altogether, and realize a mistake was made.  I did not ask for any upgrade, and I did not know that was what this was about.  I just wanted to know why I received the notice regarding travel credits, and where they came from, and what they were for, what I was supposed to do with them.  When an envelope arrived with the payment information, I realized I did not understand that phone call.  When I called my credit card company about the charges, they told me they would check into the matter for me, and I was waiting to hear back about it.  My daughter has been helping me, and she decided to check again about it because when the next credit card statement came, my card was continuing to be billed.  So, we knew something had not been settled.  I don't want to do business with these cruise or travel people.  I am not satisfied with their response.  It does not resolve the matter that they want to keep my money.

Re: [redacted]

Dear Sir or Madam:

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.

According to our records, [redacted] purchased a [redacted] membership upgrade on March 28, 2014 for $2,999.00 with a down payment of $649.00 and four (4) monthly payments of $587.50. Within two-weeks of purchase [redacted] booked a cruise reservation with [redacted] traveling August 8, 2014 on a river cruise to Europe / Russia utilizing the [redacted] dollars he received on his account.

In review [redacted] was advised at the time of purchase he could use his cruise certificate to book a river cruise; however, there would be an additional cost to upgrade to a higher cabin. It appears [redacted] booked the cruise reservation and intended to apply his certificate and [redacted] dollars to the reservation, but was advised by his booking agent [redacted] that his cruise certificate held a value of $700.00. Due to the advisement [redacted] did not use his cruise certificate and applied only his [redacted] dollars to the booking for a discount of $2,139.00.

Our records reflect the total cost for the cruise prior to the application of the [redacted] dollars was $10,017.02. As [redacted] opted to apply his [redacted] dollars in the amount of $2,139.00 the cost of the cruise subsequently cost [redacted] $7,878.02.

Based on our findings we are going to reimburse [redacted] the $2,139.00 in [redacted] dollars that were applied to has cruise booking and add his $750.00 cruise certificate to the reservation. After all adjustments have been made [redacted] will have received a total discount of $2,889.00.

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,

Resolution Specialist

Office of the President

The account was not been used for commercial purposes. It was been used for my family and friends to book our vacations as this was the purpose of the site. I stated before when my family and friends booked the reservations they would all show my name and address on their confirmation details. As Identities are easily stolen these days, I updated the address information to a public one to protect my own. All the reservations there are for family and friends.

Re: [redacted] Dear Sir/Madam:

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.

According to our records, [redacted] purchased a 3-7 night resort vacation certificate for $99.00 that entitled her to purchase select hotel stays for $99.00 or less per night.

It is [redacted] claim that she was in a [redacted] store when she was approached by a representative who went over his sales presentation, and that she found the presentation convincing. [redacted] further states the representative informed her that if she purchased the $99.00 vacation package, and for any reason she was unsatisfied, she had 10 days to receive 100% of her money back.

[redacted] further stated that prior to activating her package she did some research and found inauspicious reviews from different sources. Approximately eight (8) days after having the package she attempted to cancel, but was unsuccessful in her attempts. She notes that after several attempts she finally she spoke to one agent, who informed her that she had cancelled the transaction and it would take 30 minutes to process, but she never received the refund. [redacted] states she spoke with a second agent, who informed her that she was unable to cancel and receive a refund. As a result of this experience [redacted] is unhappy with the service she received from [redacted] Vacations.

Based on [redacted] experiences, [redacted] decided not to keep the package. After thorough review and in the interest of customer satisfaction, we have cancelled the transaction effective August 28, 2015, and a refund will be issued for $99.00. The refund will be issued back to [redacted] credit card that we have on file. Please note that a refund can take approximately seven (7) to ten (10) business 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.

Best Regards,

Resolution Specialist

Office of the President

March 4, 2016

Re: [redacted]

Dear Sir / Madam:

According to our records, Mrs. [redacted] purchased a Sears Vacations Direct Access Membership on February 20, 2016. The cost of the membership was $3,999.00 with a down payment of $399.00 and thirty-six (36) monthly...

payments of $124.76.

It is the claim of Mrs. [redacted] that upon purchase she was informed by her sales agent “Ali” that she had thirty (30) days to cancel, however, she asserts this information was not noted on the terms and conditions she reviewed on the contract itself, therefore she Googled the information and learned that she in fact only had ten (10) days to cancel providing that she sent in a fax, email, or called within the ten day window. Mrs. [redacted] explained that she had faxed and mailed her cancellation request and also made a call to our agency on 2/29/16 and subsequently learned that the she was outside of the recession period and could not cancel the membership. Furthermore, Mrs. [redacted] felt the information provided about the benefits of the membership at the time of purchase was misleading at best and as a result she wants a full refund and confirmation of the cancellation.

Based upon Mrs. [redacted]’s s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective March 4, 2016 and a refund was issued for $399.00. The refund was issued back to the credit card we have on file ending in xxxx—5267 for Bruce [redacted]. Please note the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mr. [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.

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

Re: [redacted]  Dear Revdex.com: We would like to thank you for bringing Mrs. [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] purchased a Government Vacation Rewards Select Access Renewal on January 30, 2015.  The cost of the renewal was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78. In review, Ms. [redacted] has only paid the $99.00 down payment to date. There is a current balance owed on the account for $574.69, which equates to six (6) monthly payments of 86.78 plus a $9.00 processing fee per payment. We can restore the 60,000 points for customer satisfaction for the previous reservations made on the account, however, before we can reactivate these points the account needs to be brought current.  If paying the balance is not an option at this time we are authorizing the account to be cancelled and a refund of the $99.00 will be issued.  Subsequently, if the account is cancelled, all benefits and points will be forfeited. To resolve this matter in a timely fashion Ms. [redacted] may contact our Finance Department at 1.800.571.4719 ext. 2716 to make a payment on her account.  Once the balance is current she may contact me directly and I will add the points or she can notify me to cancel the account and I will process the 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.  Best Regards,[redacted]Resolution SpecialistOffice of the President