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  • Report: #983661

Complaint Review: Infinity Incentive Group

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  • Submitted: Tue, December 18, 2012
  • Updated: Mon, December 24, 2012

  • Reported By: Jeff — Jessup Maryland United States of America
Infinity Incentive Group
Box 3479 Lake Havasu, Arizona United States of America

Infinity Incentive Group Perfect Select Awards is a scam, DO NOT WASTE YOUR TIME TRYING TO REDEEM TRAVEL WITH THIS COMPANY Lake Havasu, Arizona

*REBUTTAL Owner of company: Second response to Lynn and Jeff

*Author of original report: Update on Refund

*UPDATE Employee: Response to Jeff

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We received a call asking us to come to a basically a timeshare presentation and we would receive roundtrip airfare for 2 adults within the continental US along w/3 days 2 night accommodation.  We attended the presentation and received the travel certificate information.  I had been to many of these and found the process so complicated that i just gave up.  This time I decided I was going to see it through and see if we could get the "Flyaway Reward Vacation for 2".   First you had to register, i read the detailed fine print and was sure to send off our request in a 6x9 envelope, certified mail with postage paid return.  I assumed if I failed to follow the instructions perfectly that somehow they would make the offer invalid.  There was a $50 PER PERSON deposit so we sent that via money order by certified mail as well.  The entire time I wanted to get more information about were we could go PRIOR to giving them my money, but all they told me was a travel representative will contact you.  These conversations were the first realization that there was more money involved.  They kept saying depending on when you go there could be a charge of between $89-189 per person.  This figure was repeated by different reps every time I tried to get more info.  Most popular destinations like Vegas or Orlando were basically on-season no matter when you traveled unlike true travel agencies.  Anyway, determined to see it through, sent in the money, filled out the travel request form EXACTLY as requested (3 travel dates 30 days apart etc etc) making sure not to void anything.  We get an email with the cost of the first trip which is more than if we book it ourselves over the internet.  I knew then that this at the very least was misleading advertising, but personally feel it is a full blown scam hoping you will screw up so they can keep your $100.  I waited for the quote for the 2nd chosen date but i never came.  I called and was advised someone had tried to contact us.  Told them we never got a message or email and told them to send the information.  They told me it was too late.  At no point could I ever talk to the Travel Agent making the reservation and one time I was told she was sick and not available. OK, so Im not even waiting for the 3 vacation quote, I'm gonna get my money back.  I sent the request for refund in September(a letter via certified mail).   They reported 6-8 weeks for refund and since we are way outside of that timeframe, I decided to make a call. 1st call on November 6th spoke to Juana, she said check would go out following Thursday should receive in 14 days.  NO REFUND IN MAIL.  Called again, December 17th got Angie, she said the person who processes the refunds was out ill, told her not my problem has been 4 months want my refund or have no choice but to take legal action.  Asked for manager was told person not available.  Demanded that she notify manager.  She said she would and will call me back with a check number for the refund.  Told her I need return call in 1 day.  She did call the next day and left a voice mail with a check number and said the refund was in the mail.  UNTIL I SEE THE CHECK IN THE MAIL, I AM STILL CONCERNED ABOUT GETTING OUR MONEY BACK...but the frustration,  stress, aggrivation and the money we spent with all the certified mail costs, envelope cost etc. and most of all the time, hours and hours mostly having to deal with their customer service people who are skilled at making excuses.  I almost felt sorry for the girls who work there, what a crappy job for them, you could tell they got these frustrating calls many times a day but then I thought their probably making a killing on all the folks that screw up somehow and forfeit their $100 or get too stressed out dealing with this group and let it go.  IT WAS A BIG HUGE WASTE OF TIME and we still haven't gotten our money. It better be in the mail.  To the women who work for this outfit, ( I say women because in all my calls to them,  I never got a man)

I hope your getting your fair share of the forfeited scam money.  If not, you would probably feel much better if you find honest employment that you can feel good about. Look at all the complaints on the internet. It is just a matter of time before someone finally steps in to this organization and shuts it down.  

This report was posted on Ripoff Report on 12/18/2012 07:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/Infinity-Incentive-Group/Lake-Havasu-Arizona-86405/Infinity-Incentive-Group-Perfect-Select-Awards-is-a-scam-DO-NOT-WASTE-YOUR-TIME-TRYING-T-983661. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Second response to Lynn and Jeff

AUTHOR: Tami - (United States of America)

Dear Lynn and Jeff,

We are happy to hear that you received your refund.  We are always looking to better our processes and your comments have been given to our Quality Assurance Team for review.

Please know that we are a wholly and completely separate entity from those who deliver the presentations.  We ask that no one rely upon the representations of anyone outside of our organization as to the specifics of our certificates.  We do assist many of our customers with wonderfully discounted travel options and many take advantage of the expertise of our booking agents.  Our staff is fully trained to deliver a superior customer service experience and we take much pride in doing just that.

Again, we thank you for the opportunity to assist you and wish you and your family a very merry holiday season.

Thank you.
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#2 Author of original report

Update on Refund

AUTHOR: Lynn - (United States of America)

We received our refund in the mail yesterday. It took over 3 months from the date we requested our refund to get our $100 back.  The rebuttal to this post gives you a more accurate picture of what you will accomplish by cashing in your travel certificate to book travel with this outfit.  A possible 10-30% savings on travel all of which you can find online doing it yourself. I'm quite sure all the terms and conditions are somewhere in fine print but the bottom line is that the initial hook "Flyaway Vacation for 2" including Airfare and 3 day hotel stay, quoting $50 per person fee to cover taxes leads one to believe that would be the cost of the trip and the rest is free as a reward for attending the time share presentation.  I'm quite sure there is some microscopic fine print that states there may be other cost and travel restrictions etc etc etc.  I have noticed you  give the standard reply with an excuse about your automated process and having more customers than you can handle. Many companies have an automation process but that is no excuse for the lack of information  and the intentional misleading you get regarding travel options prior to handing over your $100 bucks.  I sent the money to you certified mail and you got it in less that 5 days. It should not take 3 months and several phone calls for me to get it back especially when your own company says 6 weeks max.   Rather than make excuses for why your company is not functioning well, you should legitimize your business and make process improvements.  On a positive note: You should value many of your employees, how they manage to remain professional when they are obviously getting hammered by your dissatisfied travel customers says alot about them.   I hope these employees are happy with their compensation based on what they have to put up with due to your misrepresentations. 
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#3 UPDATE Employee

Response to Jeff

AUTHOR: Tami - (United States of America)

Dear Jeff,

We regret not being able to assist you with your travel request.  We take great satisfaction from fulfilling a great many of our clients travel certificates and apologize for any inconvenience that may have been caused.  At any given time, we have thousands of offers just like yours out in the market place, therefore a certain part of our process is automated.  If there were no restrictions in place, we could not accommodate the volume of customers.  The number of customers in the system would fluctuate too much based on the staff to process them.  Having this automation may seem frustrating but it actually helps most certificate holders.

We provide thorough and complete Terms and Conditions for our certificates so that our customers can make informed decisions when choosing travel dates and destinations.  Request for travel outside of what is allowed in the Terms and Conditions may result in additional fees.  For selections that are made outside of what is allowable, we acknowledge your preferred dates of travel and calculate your travel quote accordingly. What we can do for you is offer your travel savings of approximately 10% - 30% off of what you could get on your own for those preferred dates of travel.

We also apologize if there was any delay to your process due to staff members being out ill. 

Your letter states that you were advised that your refund check was mailed and we have no reason to believe that you will not receive it.  If you do not receive it soon, please don't hesitate to contact our customer service department.  We want to make sure that you do receive it.

Our intention here is not to mislead or misrepresent in any way.  Our staff is trained to address all questions and concerns and are available Monday through Friday, 8am to 4:30pm Mountain Standard Time. 

Thank you for the opportunity to address your concerns.
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