R L Sielaff

Re: [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]’ booked a resort stay at the Legacy Vacation Club Reno in [redacted]. The dates of travel were from 7/12/15 to 7/19/15. There was no out of pocket expense for the stay as Mrs. [redacted]’ applied her resort certificate ([redacted]) to the reservation. It is Mrs. [redacted]’ claim that due to some surrounding circumstances, she booked an additional stay for the same dates noted above at the Wyndham Flagstaff in [redacted]. Subsequently, she wanted to cancel the aforementioned stay in [redacted]; however, she was advised upon cancellation that her “free resort” certificate would be forfeited. Mrs. [redacted]’ stated in her inquiry that the terms and conditions she received does not indicate the resort certificate would be forfeited in the event of a cancellation, but rather that the vacation request is refundable up to 24 hours from the time the request is submitted. As a result of this matter Mrs. [redacted] has requested to have the resort certificate reinstated as the terms and conditions state that any monies paid to reserve this stay would be forfeited, not the certificate. After review of this matter and in the best interest of customer satisfaction, we have honored Mrs. [redacted]’ request. We have cancelled the resort stay at the Legacy Vacation Club Reno in [redacted] and reinstated her resort certificate ([redacted]). The certificate will expire on 03/07/2016. We would like to note that all reservations must be cancelled within 24 hours of booking, otherwise any monies and or certificates applied to said reservation will be forfeited at the time of cancellation. 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

On Nov 19/15 I received my itinerary Re[redacted], booking #[redacted] from RCI Travel Packages, Our Vacation Center, [redacted], covering passage on [redacted] Cruise Lines - [redacted] Fascination, Caribbean, Southern, sailing 1/22/2017 - 1/29/2017, cabin 4B - R125.  This itinerary showed $179. applied for CSA Travel Protection, policy #[redacted]  I advised RCI that I did not require CSA travel insurance as I had my own insurance company.  I had received a letter from CSA that my insurance was in deed cancelled, and when I spoke with them, they advised that a refund was made to a VISA account, but that account was not mine, it must have been with RCI.RCI showed $179 refund due on Jan 9/17 (cruise receipt & itinerary) but I have yet to receive that refund.  I have phoned 800-571-4020, vacation consultant Mashawn S[redacted] a couple of times having to leave messages, without a response.  I have also emailed RCI about this matter without any feedback.Because I had to cancel my cruise prior to Jan 22/17, I am rebooked for cruise leaving San Juan on Jan 21/18, R141, and they are charging me $121.12 on October 29/17 because of this rebooking.  I am sorry that I didn't realize I was booked in the name [redacted]s, but I had to use that because my passport reads [redacted].  I go by [redacted] or [redacted] normally.

February 9, 2017
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.
According to our records, on May 27, 2015 Mr. [redacted] purchased a Sears Vacation Select Access Membership. The cost of the membership was $1,499.00 and was paid in full at the time of purchase. One benefit of the membership was that Mr. [redacted] would be entitled to 70,000 points to use toward future vacations.
It is the claim of Mr. [redacted] that he used the 70,000 points to book a vacation, however, he had to cancel the booking. Subsequently, he wanted to book another vacation and use 20,000 points, but he was informed the points had expired. After a number of attempts to resolve the matter he was informed $200.00 in Vacation Cash would be added to his account. Mr. [redacted] was given until February 5, 2017 to use the Vacation Cash before it expired.
Our records indicate when the member logged in to the website on February 7, 2017 the Vacation Cash had already expired. We reviewed the website activities of Mr. [redacted] and determined he had not logged into the website for over a week. The Vacation Cash was available for him to use during the timeframe we extended to him. The member stated he didn’t call us prior to the 7th of February because he was traveling.
As a courtesy and in the best interest of customer satisfaction, we have applied $200.00 in Vacation Cash to Mr. [redacted]’s account. The Vacation Cash will expire on February 28, 2017.
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

Please see attached.

May 4, 2017
Re: Jeanette G[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Ms. G[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. G[redacted] booked a resort reservation through our agency, however, she has not purchased a membership. Our agency does on the other hand have a partnered relationship with Westgate Travel Club.
Regrettably, our agency does not hold the contract referenced in the correspondence that has been received and have not received any payments or funds related to the membership purchase. The request to cancel the membership has to be addressed directly with Westgate Travel Club. Ms. G[redacted] can contact Westgate Travel Club at the following:
Phone: ###-###-#### or ###-###-####
Website: [redacted] Address: [redacted] Ocoee, FL 34761 USA
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] File No. [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.
Unfortunately, according to the information provided in Mr. [redacted] complaint, we are unable to locate any Sears Vacation membership purchase of $1600.00. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the Sears Vacation account number, or if the account is in another name, this will enable us to research and resolve his claim.
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 Br[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.]
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,
Paul Y[redacted]

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

January 22, 2018
Re: [redacted] Case No. [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.
According to our records, Mr. [redacted] has not purchased a membership through our company; however, we have a partnered relationship with Destinos Unlimited through our Vida Vacations program.
Unfortunately, our company does not hold the contract referenced in Mr. [redacted] correspondence, nor have we received any of his payment. The request to cancel the contract needs to be sent directly to Destinos Unlimited at the following email address :
[redacted]
For your convenience, I have forwarded a copy of your complaint and request to cancel your contract to Tanya Moore..
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,
Jannelle B[redacted]
Resolution Specialist
Office of the President

Re: [redacted] Case # [redacted] 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.As mentioned in my previous correspondence dated January 25, 2016, Ms[redacted] was refunded for her entire 3 night stay at the Holiday Inn. She was refunded her two (2) **yaway payments from our company, as well as the $678.00 she was charged by the hotel on her departure.In order for Ms. [redacted]s to have her 20,000 points reinstated, she would have to contact our company and pay the fee for her 3 night stay. This fee would be $678.00. I have reached out to Ms. [redacted] but have not heard back from her. Ms. [redacted] can contact me at the following number to pay for her stay and I will be happy to reinstate her points. I can be reached at [redacted], extension [redacted] If we do not hear from Ms. [redacted] we will consider this issue closed.We would like to thank you for allowing us to c**rify the status of this matter by providing us with the opportunity to exp**in the additional facts involved.Sincerely, Jannelle [redacted] Resolution Specialist Office of the PresidentTell us why here...

The response by this company is their standard response to all complaints. They legitimately think they offer a service to our military service members, when they seriously mislead and bamboozle them to believe they are spending money that will assist them in their vacation/leisure time. Why...

is it that, they now want to help me after I make a Revdex.com complaint?  This is clear indication they are trying to ONLY help themselves.  If they really cared about our military members, they would find a way to get me that refund.  I seriously attempted to follow all their rules and small print, but they still took the points away.  Now they want to offer points hoping I will go away.  They have wasted my hard earned money, time, and patience.  Just returning my points is NOT a satisfactory solution.  If they will refuse to refund my money, then they must offer an incentive to continue to work for them and give them my business.  The points provide little to help me go on a vacation.

"Yes, I did purchase the plan, only after making sure with the Agent that I could use the points for ANY resort/hotel. Not just the ones they have in their CATALOG. The Agent (Colleen M[redacted]) assured me that that was the case and to call her directly if I had any problems. It wasn't a lack of availability that stop me from using the program, but the company refusing to even attempt to get me prices for or make reservations for locations outside the of their catalog that I wanted to go. After multiple complaints made to the company, they still did not contact me until I filed a Revdex.com complaint. Mrs. G[redacted] did give me more points in an attempt to remedy the situation. However, as I told her I didn't want the points I simple wanted the company to honor their obligation to me. To which she assured me that they would. The rep she assigned to me, did absolutely nothing to fix the problem. Aside from continuously keep repeating how they are the third biggest company. And when I told her I was not satisfied with her performance got upset and her attitude changed just like the others. Another Rep called to say I could buy the points I needed to go on a trip I wanted with friends.  But I had to pay off my balance first on my plan with them to use them. She also had to call the partners in the company to get SPECIAL approval for the transaction and that this was not the way things would be on the regular. They just want their money for the plan! The company LIED about their ability to perform the way they stated, I WANT A FULL REFUND OF ALL THE FUNDS I PAID! They do not live up to their part of the bargain and are tricking MILITARY personnel into buying their plans.”
[redacted]

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, Mrs. [redacted] booked a hotel stay at [redacted] in [redacted], Florida. The travel dates were for July 5, 2015 to July 7, 2015 and all charges were paid in advance through our agency. To review, we made contact with the property and spoke with Jennifer in the billing department and she confirmed the hotel erroneously charged Mrs. [redacted] $133.28 upon checkout, which they have refunded back to the her credit card. Mrs. [redacted] verified with our agent Ms. Hall that she has received the refund. In addition, Jennifer and Mrs. [redacted] spoke to her financial institution, who agreed to waive the $35.00 overdraft fee. 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

September 8, 2016
Re: [redacted] Case No. 11693737
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.
Our records indicate that Ms. [redacted] participated in our tour and presentation of the [redacted] Vacations Direct Access program and purchased a vacation package on August 27, 2016. The cost of this vacation package was $1,999.00 with a down payment of $199.00 followed by thirty-six (36) payments of $62.38 per month.
Our records also reflect that Ms. [redacted] contacted our company and requested to cancel her vacation package within the rescission period. Her package has been cancelled and her initial down payment of $199.00 credited to her [redacted] credit card ending in XXXX - - - - 8760 effective September 6, 2016. Please allow seven (7) to ten (10) days for the refund 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,
Jannelle B[redacted]
Resolution Specialist
Office of the President

December 7, 2016
Re: [redacted] Case # [redacted] Our Account # [redacted]
Dear Sir / 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.
As previously indicated, Mr. [redacted] made a reservation on line using the RCI membership of Mr. Matthew Thorn. The reservation was made on August 23, 2016. This was a non-refundable reservation with a late arrival checking in on November 11, 2016. Again, late arrival, checking in on November 11, 2016. When making a reservation on line, Mr. [redacted] had access to the terms and conditions of the individual hotel in which he booked his reservation. When making his reservation, he also agreed to the terms and conditions of the individual hotel.
Mr. [redacted] appears to believe we are being unfair and refuse to return his money. Those funds have been forwarded to the hotel to secure his reservation. We do not own, operate or maintain the hotels available in our inventory. Mr. [redacted] simply used our platform to secure his reservation. Mr. [redacted], as well as any other member would be subject to the terms and conditions of the hotel.
For the above reason, our position remains the same. Unfortunately, Mr. [redacted] did not check in on November 11, 2016, late or otherwise and we are unable to honor his request for 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,
Jannelle B[redacted]
Resolution Specialist
Office of the President

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 Government Vacation Rewards Select Access extension on May 1, 2015. The cost of the extension was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $117.56. In review of our records, Mr. [redacted] called on May 4, 2015 and requested to have the membership cancelled. He was within the rescission when he made the initial request. Unfortunately, it doesn’t appear the membership was cancelled when requested. Based upon Mr. [redacted]’s statements he did not want to remain in the program and in the interest of customer satisfaction, we cancelled the membership effective May 16, 2015 and a refund was issued for $99.00. The refund will be issued back to the credit card we have on file. Please note that 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, [redacted] Resolution Specialist Office of the President

After reading the correspondence from Shannon [redacted],I want to say she is a blatant liar. This company should listen to their own RECORDED conversations with clients so they can keep their lies straight. In response to her statements..Number #1 all my...

discussions with the employees have blamed me for NOT contacting them in Milan to be relocated (Maria) and had I done that they would have easily moved me to another hotel.Now she states that I contacted them and refused to move. NONSENSE! MY daughter nor I have any loyalty to the Carlyle B[redacted] Hotel..we stayed there based on their recommendation!. Number 2 the hotel accommodations INCLUDED a daily buffet breakfast ...I paid for that ; they did not COMP me anything...and #3 the ridiculous future cruise credits they offered requires me to use their services again in which I am appalled they would even think that is a possibility.                                                                                                                                                                                                                                                  I am sure the only reason the company has reached out as incompetent as they are is due to the persuasion of USAA.They absolutely refuse to accept responsibility for the flawed hotel and their part in the misrepresentation of same. I have no choice but to leave the complaint as it stands. Going forward I do not want to be contacted by anyone else from this company.I want my name removed from all their mailing and survey lists and brochures and advertisements.                                           ...⇄ The company did not provide the quality that represents the USAA product and their customer service is as just sub-standard.

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]

Re: Junie [redacted] Case # [redacted] 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 Government Vacation Rewards Select Access membership upgrade on June 12, 2015, the cost of this upgrade was $1,499.00. Ms. [redacted] elected to pay in full on the date of purchase. Based upon Ms. [redacted] request, made within the ten (10) day rescission period, to no longer remain in the program, we have cancelled her membership upgrade effective June 19, 2015, and issued a full refund in the amount of $1499.00. 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