R L Sielaff

[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.
Regards,
[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,
Michael P[redacted]

November 17, 2016Re: [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.According to our records, on October 4, 2016 Ms. [redacted] booked a flight with [redacted] Airways.  The cost of the flight was $346.20.  As a result, of hurricane Matthew all flights departing Savannah, Georgia were cancelled.   Subsequently, [redacted] authorized the full refund of the ticket. We have processed a refund for $346.20 to the credit card ending xxxx—[redacted] exp. 10/16.  The refund can take approximately seven (7) to ten (10) business days to be credited back to the members account depending on their 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

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

I am sure your records will show that I have called a number of times to try to resolve this issue. I am not interested in you extending my vacation.  If you listened to my confirmation conversation you should pull the tape to listen to my conversation with Adrian P[redacted] and why I was not interested in reloading with GVR. Only at his offering premiere service did I reload.  And that NEVER happened.  It is extremely unfair that I should have to pay for a service and cannot use the benefits . Additionally 6 months is not enough time, my children are in school and we normally do not travel while school is in session. I am requesting a full refund as I have been requesting for some time now .  Look at the call record it shows that I have been diligent.  I am paying for a service not provided. Your prices are higher than I can obtain through my own searching for deals. What am I paying for. Even the little certificate you offers is only work $200.00 - $300.00 and almost always your are asking for additional monies and or points when using the certificate.  You best believe I am going to continue writing letters. I will present this issue to the media to let them know that this company should not be permitted to do business. All they do it take advantage of current service members and retired service members.!! Please discontinue my select access and refund my monies as I have requested. Thank you

August 9, 2016 Re: [redacted] Case No. [redacted] [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.We have researched this situation and it appears that the cancellation did take place on July 5, 2016, however, the complete process was not done properly.  This error caused the refund to not trigger for action.  This was realized and corrected on July 29, 2016 and the refund processed at that time.  Please allow seven (7) to ten (10) days from the date of cancellation, July 29, 2016 for the funds to post, depending on the financial institution Mr. [redacted] banks with.Please accept our sincere apologies for the delay in getting this issue resolved. 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 Brothers Resolution Specialist Office of the President

Tell us why here...February 7, 2017
Re: [redacted] Case # [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.
According to our records, Ms. [redacted] has not purchased a membership through our company; however, we have a partnered relationship with Vida Vacations through our Private Reserve Travel 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: [redacted]. I have forwarded a copy of your complaint to Ms. [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.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President

April 17, 2017
Re: Felecia H[redacted]
Dear Sir/Madam:
According to our records, On February 11, 2017, Ms. H[redacted] purchased a Sears Vacations Direct Access Membership. The cost of the membership was $4,999.00, with a down payment of $299.00, followed by thirty-six (36) payments of $162.88. ...


At the present time, Ms. Hi[redacted] is outside of the rescission period to receive a refund for the membership purchase. While we understand she was disappointed with the experience she encountered at the hotel, her experience occurred well beyond the cancellation period.
In the interest of customer satisfaction, we spoke with Ms. Hil[redacted] on April 4, 2017, and addressed the circumstances surrounding her membership cancellation request. As a result, we informed her that despite the issue she had with the hotel, our agency is unable to make same day reservations. Consequently, we provided Ms. Hilton with $250.00 in Vacation Cash to offset the value of the funds lost for the booked reservation and the funds she paid out of pocket to book a last minute stay. She agreed to the resolution during the initial phone call.
Regrettably, the membership is outside of the rescission period to be cancelled. In the interest of customer satisfaction our agency has compensated Ms. Hilton for the value of the two reservations and we apologize for any inconvenience this matter had caused. The vacation Cash can be used toward other travel services and expires 4/05/18.
We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

July 26, 2016Re: L[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] purchased a Government Vacation Rewards Membership Extension on February 29, 2016.  The cost of the extension was $199.00.  Upon review, it appears the extension was cancelled on June 30, 2016.  A refund for $199.00 was issued back to the credit card we have on file.  The refund can take approximately seven (7) to ten (10) business to be credited back to Ms. [redacted] account depending on the financial institution she 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

June 15, 2016 Re: [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. 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

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,
[redacted]
Resolution Specialist
Office of the President

July 20, 2017
Re: Michael P[redacted] Case # [redacted] Our Account # I[redacted]
Dear Sir / Madam:
We would like to thank you for bringing Mr. Michael P[redacted]s’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 on 2/17/17, Mr. Michael P[redacted]s originally made a reservation for 8 people in a two bedroom unit at the Grand Panama Beach Resort, in Panama City Beach, Florida, commencing 7/1/17 through 7/8/17. On March 16, 2017, we advised Mr. P[redacted]s that we had received notification that the Resort had oversold the p[redacted]rty and we were able to relocate Mr. P[redacted]s and his guests to a three bedroom unit at The Origin Beach Resort, also in Panama City Beach, Florida.
I have reached out to Mr. P[redacted]s and sincerely apologized for the confusion he experienced while trying to check in at the Origin Beach Resort. I have also advised him that we will honor his request for a full refund of the cost he spent for relocating his family. The cost for his relocation was $2,385.60 and he advised me that he had already received a refund of the amount he paid of $1,184.82 leaving a balance of $1,200.78. I advised him that he will receive the refund in the form of a check within seven (7) to ten (10) business days. He was pleased with the resolution.
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

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]

I have been advised by [redacted] that if an account is closed any deposit would go back to the vendor. I believe that [redacted] knows this and is playing games to avoid issuing a refund. They are shifting the blame to [redacted]. I've moved to a different state and opened an account servicing my area and needs and no longer have this account.

Re: [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. According to our records, Mr. [redacted] purchased a Government Vacations Reward Select Access Membership on June 26, 2015. The cost of the membership was $1,999.00, with a down payment of $99.00, and eighteen (18) monthly payments of $117.56.  It is Mr. [redacted] claim that he tried out the service, but found no value in the program.  Mr. [redacted] states he was informed at the time of purchase he had ten (10) days to cancel.  Subsequently, after several attempts to cancel, Mr. [redacted] spoke with an agent who advised him the account had been cancelled and a confirmation would be sent in the mail.  Our response to the above referenced matter will serve as confirmation that Mr. [redacted] account has been cancelled. The account was cancelled on July 6, 2015, and a refund for $99.00 was processed back to the credit card we have on file.  Please note, it may take approximately seven (7) to ten (10) business days for the refund to be credited back 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. Best Regards, [redacted] Resolution Specialist Office of the President

The statement received from the company about my bank not processing the refund is FALSE, my bank never received a refund to process as it is not the policy of [redacted] Bank to REFUSE nor NOT PROCESS a refund due to a client. The truth of the matter is NO REFUND was submitted...

the three times the company said it was submitted which is why I didn't receive my refund at the time. After several phone calls to the company with a representative from my bank on the line to verify the information that the refund hadn't hit my account we finally got thru to a staff member that put the refund thru and sent an email to verify, it should NOT be that hard to get back money that was spent with a business and to incur fees for stopping payment on a refund check that was issued. I won't as well as will let everyone that I know will NEVER do business with this company again!

[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,
Denise G[redacted]

Re: Erika Shaffe[redacted]
Dear Sir / 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 a Government Vacations Rewards Select Access Membership on December 30, 2016. The cost of the membership was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. The membership also included 75,000 Reward Points, $2,000.00 Savings Credits, and $29.00 Annual Renewal.
It is the claim of Mrs. [redacted] that at the time of purchase she was advised that she could use her Savings Credits toward Disney tickets and she could book accommodations for 6 people and only pay the taxes and fees. Subsequently, when she booked the hotel stay she was informed there would be additional charges in excess of $445.00. Furthermore, the Savings Credits cannot be applied to the Disney tickets as verified in the sales call that occurred between her and R. Rhodes on December 30, 2014.
Since receipt of Mrs. [redacted]’s complaint our agency has attempted to reach the member to address her concerns, however, we have not successfully made contact. Our latest attempt occurred on February 22, 20116, at which time we left her a message at her home number requesting that she contact our agency to further discuss. We are requesting Mrs. [redacted] contact our agency at 1.[redacted] and speak with Edgard G., who is a Supervisor that will be working with Mrs. [redacted] to resolve her concerns.
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

June 8, 2016
Re: [redacted] Case # [redacted]
Dear Sir or Madam:
Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on July 16, 2015. The cost of the upgrade was $1,999.00 with a down payment of $199.00 and eighteen (18) monthly...

payments of $112.00 per month.
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 July 16, 2015 at 4:38 PM, Ms. [redacted] was advised that any booking reservation made through the program options were all subject to availability.
We certainly apologize for the service Ms. [redacted] referred to in her complaint. In addition, we have taken her feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided. It is our goal to provide our members with exceptional customer service.
At this time, Ms. [redacted] has surpassed the rescission period and we are unable to honor her request for a refund. However, as a courtesy and in the interest of customer satisfaction we have extended her cruise and/or resort certificate for an additional six (6) months from today’s date. She can travel past that date, however, the vacation needs to be booked by that date.
Should Ms. [redacted] choose to cancel her membership and, as mentioned above, receive no refund, she can contact our customer service department at ###-###-####, Option #5, extension 2506. She will not be charged for any future payments should she choose to cancel.
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

[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,
[redacted]