International Cruise & Excursion Gallery, Inc.

We were offered a membership, and we changed our minds. We tried to cancel within an hour and Chris Norise gave us a really hard time to cancel. He got very mad and threatened us and transfer us to other people who never answered the phone. We were placed on hold for more than an hour.

We would like to thank you for bringing 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, Mrs. [redacted] attended an online webinar on May 6, 2014 to learn more about Sears Vacations and the vacation options available under the program. As an incentive all attendees would receive a 8-day; 7-night resort certificate for a Tropical Vacation.  According to our records, we confirmed Mrs. [redacted]’s attendance through the email address provided at the time she signed up to attend the webinar; [redacted]. Based on her confirmed attendance, we applied the complimentary certificate on the account [redacted], which is associated with the email address on file. The certificate was added within six (6) days of the attendance date on May 13, 2014.  Mrs. [redacted] appears to have two (2) accounts through Sears Vacations, which ultimately caused the confusion about the receipt of the complimentary resort certificate. To eliminate confusion, we have cancelled the previously applied certificate under account [redacted] and added the certificate under the account [redacted]. Mrs. [redacted] will need to claim this certificate as previously instructed under this account and use the following email address [redacted]. 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

September 1, 2016 Re: [redacted] Case # [redacted] Our Account ID # [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 and our resolution concerning this matter.Ms. [redacted] has requested a monthly statement.  We have explained to her that we do not send statements, but do however provide her access to her payment history via the website.  Due to the fact that Ms. [redacted] has had some difficulty accessing her account, I have had our finance department set her up with a temporary password.  She can go to the website:  [redacted]  She will see where it is asking her for her Member ID and password.  Her Member ID is listed below, and her temporary password is (case sensitive) r[redacted]  She will be prompted to change her password for her future use.
 
Once on the web site, Ms. [redacted] will see the history of her payments on a monthly basis.  She will see that the amount of her payments, that have been applied to her remaining monthly balance, is less the monthly processing fee of $30.95 as previously mentioned.  As an example:  if her payment via check was $100.00 then $30.95 is applied to the processing fee and $69.05 was applied to the remaining balance.  If her check payment was $200.00, then the processing fee of $30.95 is subtracted and the balance of the payment being $169.05 is applied to her remaining balance, and so on.Should Ms. [redacted] need additional assistance, she can contact our finance department at the following number and anyone will be happy to assist her.  [redacted]Sincerely, Jannelle [redacted] Resolution Specialist Office of the President

February 26, 2014

Re: [redacted]

Dear Sir or Madam:

We would like to thank you for bringing 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, Mrs. [redacted] purchased an RCI Registry Vacations package on October 20, 2012. The cost of the package was $3,299.00 with a down payment of $199.00 and eighteen (18) monthly payments of $181.22.

At the time of purchase Mrs. [redacted] completed a recorded validation call, during which all of the terms and conditions of her pending purchase are reviewed and explained. As part of the validation call, she was specifically informed that upon redeeming her cruise certificate, port charges, fuel surcharges, processing, and government fees are charged at the time of booking. Upon review of this information Mrs. [redacted] acknowledged the above information by stating “okay”. In addition, during the validation call Mrs. [redacted] was informed that she had ten (10) days to rescind her decision to make the purchase of this vacation package.

It is our opinion that Mrs. [redacted] was properly advised of the additional fees that would be associated with the use of her cruise certificate at the time of purchase. Additionally, the ten (10) rescission period to cancel the transaction and receive a full refund has lapsed, so she is not entitled to void the purchase agreement.

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,

Re: [redacted] Dear Ms. [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, using her RCI Vacations travel package which included a vacation certificate that she purchase on March 14, 2014, Ms. [redacted] booked a hotel at the Ohana Waikiki West in Hawaii for October 23, 2014 through October 26, 2014 for herself, a companion and wo guests. The cost of the 3 nights stay was $284.00 for the 4 travelers. Ms. [redacted] booked her stay on line. She redeemed her certificate for a 3 – 7 night hotel/resort stay. Per the terms of use, the certificate entitles her to book a double occupancy room, and any additional travelers could travel for an additional fee. The complaint asserts that Ms. [redacted] was charged $284.00 for 4 travelers and she only provided her credit card to pay for travel protection for the reservation. Ms. [redacted] indicates that she was to receive a free 3 night hotel stay and she was unaware of the additional $284.00 charge until her account was debited 2 days later. Based on our review, the booking terms are clearly listed on the web site as follows: Pricing displayed based on 2 adults. Additional persons will be charged $40.00 per person, per night, plus tax. Final Receipt will reflect total charges based on occupancy booked. Ms. [redacted] was properly charged for the 2 additional guests traveling on the aforementioned dates, and no error occurred while processing the reservation request. Based upon Ms. [redacted]’s statements, she did not wish to keep the reservation and requested a refund. In the interest of customer satisfaction, as of Friday, August 29, 2014 we requested to have the reservation cancelled without penalty and a refund issued in the amount of $284.00 to the credit card provided during the initial booking process. Upon cancellation, the hotel/resort certificate will be reinstated to the original expiration date. However, we are denying her request to cancel her RCI Vacation package since Ms. [redacted] is outside of the ten (10) day rescission period. Thank you for this opportunity to respond to the complaint and clarify our resolution and position of the matter. Best Regards, [redacted] Resolution Specialist Office of the President

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

April 8, 2016

Re: [redacted] # 11313094

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 and our resolution concerning this matter.

Our records indicate that Ms. [redacted] purchased a vacation membership in our DirectBuy Lifestyle Collection on March 4, 2016. The cost was $2,499.00 with a down payment of $549.00 followed by four (4) monthly payments of $487.50. Total amount paid into the membership is $1,036.50.

Based on her request to no longer remain in the program, and that her request was received within the rescission period, we have cancelled her membership and issued a full refund effective April 7, 2016. The down payment amount of $549.00 along with the first payment of $487.50 have been refunded to Ms. [redacted]s Visa credit card ending in . . . XXXX 4717. Please allow seven (7) to ten (10) days for the refund to post depending on the financial institution Ms. Yost 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,

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,

Resolution Specialist

Office of the President

Re: [redacted]

Dear Sir or 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] purchased a [redacted] & Travel Collection Membership on September 2, 2015. The cost of the membership was $1,999.00, with a down payment of $99.00, followed by eighteen (18) monthly payments of $117.56.

It is Ms. Sandeland’s claim that she spoke with an agent at our company by the name of M. Cordova, there was no indication of how the member had come in contact with the agent. M. C[redacted] explained to Ms. [redacted] that she could not exchange her timeshare with [redacted] Resort for another [redacted] Resort week with our agency unless she had a membership with our agency or Interval International. Ms. [redacted] indicated she took part in a high pressure sales presentation that resulted in her making a down payment of $99.00, and that she financed $1,900.00 for the membership and that she understood that subsequent renewal years would cost $29.00. Ms. [redacted] also indicated that she was informed she could rescind the purchase within ten (10) days, but by the time she received her membership information the rescission period was over. As a result, she has requested to cancel the membership as she purchased the membership only because she thought it was a prerequisite for exchanging other [redacted] properties.

We have reviewed the account and based on the notes in the record, the member contacted [redacted] directly and was advised she did not have to have the membership to complete and exchange with our company. In the interest of customer satisfaction, we have cancelled the membership effective October 20, 2015. A refund was issued back to the credit card on file for $99.00. It can take approximately seven (7) to ten (10) business days for the credit to be applied to the account depending on Ms. Sandelands’ financial institution.

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

January 22, 2014

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 of this this matter.

According to our records, Mrs. [redacted] purchased a Sears Registry Elite Vacations package on December 5, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00.

Based on the terms and conditions of the package, if a customer opts to purchase under the payment plan, they can book a cruise vacation if the package is paid in full within ninety (90) days prior to the sailing, and if they want to book a resort vacation, three (3) monthly payments have to be made prior to redeeming the resort certificate.

Upon agreeing to purchase a vacation package, each customer is sent a Federal Truth-In-Lending Disclosure which outlines the purchase price and terms of the package. The statement includes the rescission period which indicates that a customer has ten (10) days to cancel their purchase in order to receive a full refund. Our records reflect that we printed and sent the above referenced statement on December 5, 2013 to the address we have in file. Furthermore, as part of the purchase process a validation call was conducted and during this call Mrs. [redacted] was informed that she could review the www.searsvacations.com website to review all of her benefits and the terms and conditions that govern the package in further detail.

In conclusion, our position is that this was a valid sale of a vacation package under written terms which contain ample time for the buyer to rescind the transaction if they so choose. In this case, Mrs. [redacted] waited until long after the ten day rescission period to attempt to rescind. However, since we are very concerned with customer satisfaction, we have agreed to cancell the aforementioned vacation package as of January 22, 2014 and a refund in the amount of $224.00 has been processed back to the credit card on file. The refund(s) will be processed in two separate transactions; $149.00 down payment and one (1) monthly payment of $75.00 totaling $224.00. The refunds will be credited to the account in approximately seven (7) to ten (10) business days depending on the financial institution 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

I have done business with these folks through Sears Direct Access membership that we purchased in the amount of $4999.00. Just about every customer bill of rights has been breached. As a result, I have been charged for reservations that were never confirmed and/or secured. After, numerous conversations and a whole lot of time and grief, I have cancelled my membership and no refund in site. Infact, no return emails regarding status of refund. Customer beware! We now have made media contact in hopes that they be made public country wide so that others do not get caught off guard. I only wished I had looked them up prior to committing to this membership and encountering so much poor service.

Re: [redacted] 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. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 21, 2013. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Our records indicate that on February 28, 2014, [redacted] called in and spoke to one of our Customer Service agents and initially indicated that he wanted to cancel his membership. During that conversation, [redacted] thought that his points had expired, but was informed at that time, that he was mistaken and that he had 10 years to use the points. [redacted] then asked if he still had access to the $1,000 gift cards and was told that yes he did, and the Customer Service agent explained how he could take advantage of those. He did not cancel at that time. Later, on October 6, 2014 we received notice that [redacted] did not want to remain in the program. We felt, at that time, in the best interest of customer satisfaction, we would cancel his membership and return all funds paid into the account with the exception of the initial $99.00 as his original cancel request was after the cancel period. He was agreeable to that, and was further advised that he would receive refund of the the six (6) payments of $114.56 which totaled $687.36 within seven (7) to ten (10) business days. His membership was cancelled on October 7, 2014. Our records indicate that his funds were available on his star card October 16, 2014. 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

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.

Regards,[redacted]

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, Mrs. [redacted] purchased a [redacted] on April 1, 2013. The cost was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $84.00. Based on the information reviewed, Mrs. [redacted] wasnotscheduled to pay the initial down payment of $100 or the final balance of $344.95 for the cruise in question. Instead, our records reflect that Mrs. [redacted] and Annetia Reed-Lettsome agreed to purchase the cruise on April 7, 2014 and that Mrs. Reed-Lettsome authorized the down payment and final payment for the cruise to be paid with her credit card on behalf of Mrs. Pettis. On or about July 21, 2014 our agency attempted to process the final payment in the amount of $344.95. The final payment came back as unauthorized and subsequently the booking was cancelled for non-payment according to the governing terms and conditions. Our agency attempted to contact Mrs. [redacted] regarding the declined payment and were unsuccessful in our attempts to reach her. We attempted contact with Mrs. [redacted] regarding the payment since her information was in the reservation as the customer point of contact, and not the card holder Mrs. Reed-Lettsome. Based on this information, Mrs. [redacted] is not entitled to a refund for the government fees or port charges because the final payment was declined and the original payment of $100.00 to the cruise line was charged to the credit card belonging to Mrs. Reed-Lettsome. Finally, we are declining Mrs. [redacted] request for a refund of her package as she is well beyond the ten (10) day rescission period that came with her vacation package and the cancellation of the cruise is not connected to or dependant upon the payments made towards the package in the previous year. Mrs. [redacted] indicates that she incurred over-draft fees due to said cruise being cancelled. If Mrs. [redacted] provides documentation to support her claim, our agency will review the documentation and make a determination as to liability. 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 [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. In the interest of customer satisfaction, we had agreed to cancel the previously mentioned Ultimate Departures membership and issue a full refund. This membership was, indeed, cancelled on February 10, 2015 and full refund was issued. I have contacted [redacted] via phone and advised her of the cancellation and refund and asked her if we could be of further assistance due to her rebuttal. She was a bit confused and thought we had issued her an extension, as opposed to a refund. I assured her that her membership was cancelled and the refund issued to her credit card used for the purchase. I further advised her to contact her bank as sufficient time has passed to allow the funds to be posted. [redacted] thanked me for the call and said she would contact her bank. She will call me directly should she need anything further. 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

[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  for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[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,

January 31, 2014 Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing 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, [redacted] purchased a [redacted] Select Access Upgrade. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. We understand that Mrs. [redacted] has indicated that she wants to cancel her membership and that there was some confusion as to what her recession rights were. Despite our position that she was informed of her rights and benefits of the membership program, she did not attempt to cancel until after the standard 10 day recession period. However, in the interest of customer satisfaction, we have determined that we will honor Mrs. [redacted]’s request to cancel the membership and issue a full refund. The membership has been cancelled effective January 29, 2014. The refunds were processed in three (3) separate transactions; $99.00 down payment and two (2) monthly payments of $114.56 for a total of $328.12. Please note that it may take approximately seven (7) to ten (10) business days to see the refunds credited to the account 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, [redacted]Resolution Specialist Office of the President

June 6, 2016

Re: [redacted] Case # [redacted] Dear Sir or Madam:

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] purchased an upgrade to his DirectBuy Travel membership on February 29, 2016. The cost of the upgrade was $2,499.00 with a down payment of $299.00 followed by eighteen (18) monthly payments of $122.22.

As standard policy, we conduct a sales validation, at time of sale, which outlines the details of the membership upgrade. During this validation, which was completed on February 29, 2016 at 1:42PM, Mr. [redacted] did authorize the purchase and respective payments.

Our records reflect that we received a call from Mr. [redacted] and his daughter on May 2, 2016, requesting information about the account and indicating a desire to cancel the account. At that time, Mr. [redacted] had surpassed the rescission period to receive a refund, however, under the circumstances, we have cancelled Mr. [redacted] upgrade and there will be no further payments charged to his account after the date of his initial request to cancel, which was May 2, 2016. The payment received after May 2, 2016 has been refunded to Mr. [redacted] Discover card ending in XXXX - - - - [redacted] on May 18, 2016.

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

June 15, 2016 Re: [redacted]

Roman", serif;">Dear Sir/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 and our resolution concerning this matter. According to our records, Ms. [redacted] purchased a Westgate Cruise & Travel Collection Membership on June 11, 2015.  The cost of the membership was $999.00 with a down payment of $99.00 and 10 monthly payments of $102.00.  Ms. [redacted] opted to pay the membership in full at the time of purchase.  It is the claim of Mrs. [redacted] that one of the benefits of purchasing is she would receive $700.00 in credit, which could be applied toward vacation options, such as onboard credits and upgrades.  However, Ms. [redacted] attempted to use said credit and was informed it had expired, which is a fact she states she was not made aware of.  Consequently, she would like to be able to use the credit as promised at the time of purchase. We have reviewed Ms. [redacted]’s claim and as a result we have extended the $700.00 Vacation Cash credit on her account until 6/10/2017 for customer satisfaction.  Ms. [redacted] needs to make note of the expiration date as the credit will expire if not used by the date indicated and no further extensions will be granted. 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