- Report: #890922
Report - Rebuttal - Arbitrate
Complaint Review: Vacation Store of Miami
Vacation Store of Miami4201 SW11th Street Miami, Florida United States of America
Vacation Store of Miami Multiple domain names posing as the actual resorts. For example: http://grandoasiscancunresort.com/ Deceptive website took my money without disclosing conditions of sale. Refused refund, then offered refund with penalty in retaliation for filing a complaint with the Better Business Bureau. Miami, Florida
*REBUTTAL Owner of company: Unjustified Report
with the actual hotel. The website is http://grandoasiscancunresort.com/ They have purchased many domain names that
resemble actual hotels, it turns out upon further investigation.
I proceeded to make the reservation thinking I was entitled to all the rights and guarantees of a real hotel which have cancellation policies of full refund up to 72 hours before arrival.
When I submitted my reservation request and Visa number, there was never a disclosure or contractual terms displayed for me to agree to or disagree to. I immediately received an email from the Vacation Store confirming they received my request with still no mention of any terms or conditions. I assumed the Vacation Store must be an official representative of the Grand Oasis Hotel. The first email I received simply confirms receipt of the reservation request, with no conditions of sale
disclosed. I received a second email from Eli an hour and twenty minutes later stating that she has already charged my Visa credit card for the amount of $1836 and that it is non-refundable! At no point did they disclose non-refundable terms of contract until AFTER they took my money.
On May 27th, I emailed Eli formally requesting a refund. She did not respond to my email.
On May 29th, I called the Vacation Store directly and spoke to four female workers. The third was Eli, who told me I agreed to non-refundable terms, and there is no refund. I told her I did not agree to anything, but was instead informed of non-refundable terms after they charged my credit card.
Eli argued with me and said the best she can do is issue the refund less $100 penalty. I asked to speak to her supervisor. She said, the supervisor is on a long distance call and not available. I said I would wait.
The supervisor came on and I explained that fraud was being committed, that my credit card was charged before non-refundable terms were disclosed. She tried to confuse me by stating that the disclosure appeared in the first email before the card was charged, but that is a lie, the condition of sale came after my money was taken, in Eli's second email. She still refused to issue a full refund, and said she would call me back.
I filed a complaint immediately with the BBB of Southeast Florida/Caribbean. When Eli's supervisor found out, she called me at 11:34 a.m. on 5/29 and stated "I was going to give you the full refund, but now that you have made me mad and filed a complaint with the BBB, I am going to charge you the $100 penalty fee."
I am still waiting for any kind of refund to post to my bank account.
I have filed this same complaint with the FTC.
This report was posted on Ripoff Report on 05/31/2012 05:57 AM and is a permanent record located here: http://www.ripoffreport.com/r/Vacation-Store-of-Miami/Miami-Florida-33134/Vacation-Store-of-Miami-Multiple-domain-names-posing-as-the-actual-resorts-For-example-890922. 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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