- Report: #1096084
Report - Rebuttal - Arbitrate
Complaint Review: Caribbean Cruise Line
Caribbean Cruise Line2419 E Commercial Blvd Ste 100 ft. lauderdale, Florida USA
Caribbean Cruise Line Bahama Celebration Rude/ Untrustworthy/Unorganized/Mixed information ft. lauderdale Florida
*REBUTTAL Owner of company: True indeed
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My fiance and I had made this Purchase in the beginning of January for $604 and at the beginnign I declined the offer. I was than given many 'goodies' and the prices kept on going lower and lower for 2 night 3 day cruise plus 2 nights and 3 days stay at Grand Lucayan Bahamas, 1 week car rental and a $50 voucher a long with my choice of stay for 2 nights and 3 days in Orlando, FL or Ft. Lauderdale, FL plus Puerto Vallarta, Mexico, Las Vegas, Nevada, Hilton Head, South Carolina, Williamsburg, Virginia, Atlantic City, New Jersey, Branson Missouri, Massanutten, Virginia, Cape Cod, Massachussetts & Daytona Beach, Florida. On January 16th, 2013 I called to get information about Branson, Missouri to book 3 in a half months in advance and found out that it wasn't included in my package. The rep whom I spoke with (don't remember his name) hung up on me because I was getting frustrated because when I had purchased my package this was what they told me. Before the rep disconnected the phone he took me to our site which is curtis.isonvacation.com and told me to go to home and scroll down to the middle of the page and that is what is included in my package which is the everything EXCEPT for the 7 bonus destinations as promised to me BEFORE I ACCEPTED TO PURCHASE. So I asked for a refund (WHICH THEY MADE VERY CLEAR BEFORE I PURCHASED THAT THEY DO NOT GIVE REFUNDS) because they lied to me over the phone. He said unfortunately there are no refunds so I threatened to call my CC company and they than transferred me over to a supervisor and he said there isn't any need to call my CC company because he will resolve the issue and give me what was verbally promised and he apologized for all of the trouble we have been experiencing. I said okay not a problem and asked if I can receive it in writing and he said that he will send out to me and I should be receiving it in 10 business days. I refused and said NO I want it through email and he gave me a whole thing about why he could not send it to me through email so I threatened that if we can't do it through email that unfortunately I will have to call my CC and cancel it after I finish the call with him. He placed me on hold and than came back on the line and told me that he will send it through email that I shall receive the 7 mini vacations and he said that I should be receiving it momentarily and if there is anything further he can do for us. I told him please don't hang up until I receive it. He said okay... The 1st email I received was AGAIN explaining everything EXCEPT the 7 mini bonus getaways.. So I told him and he again placed me on hold and when getting back on the line he says there I sent it and this time I did receive it stating that my package DOES INCLUDE 7 mini vacations. What I didn't know is that while trying to find information on the Las Vegas today 10/31 it was actually NOT INCLUDING AND Puerto Vallarta, Mexico wasn't included either. So I asked what is included in the package? and I was told different destinations than what my website says and what was told to me the day of purchase. I was feeling like this company is not organized and I need to get at least 3 different reps to make sure that this is the correct information for my mini vacations before I start giving some away as gifts or plotting my vacation destination. While calling 3 different times I was very surprised that all 3 different reps gave me different destinations including the bonus department and other stating I DON'T HAVE BONUS VACATIONS INCLUDED IN MY PACKAGE. I was trying to be nice and respectful but these customer service reps were in very bad moods so I snapped on a few of them being that when I was trying to ask a question to reassure myself they were getting very irritated and some even answered already ready start arguing. While asking for a manager SEVERAL times I was finally transferred to a Pam "Supervisor" and explained about 1 of the many horrible reps Tiffany's attitude. She said that she apologizes. I MADE IT CLEAR THAT I AM NOT UPSET ABOUT NOT RECEIVING MEXICO AND LAS VEGAS in my package although it was promised. I will keep it moving and accept it for what it is and if I can just get the information of what destinations are included in my package and Pam WAS very nice. The 4th time I called I wanted to ask if I can receive in WRITING the destinations that are included in my package and I was asked multiple questions and transferred everywhere and asked each and everytime WHY DID I WANT TO RECEIVE THIS IN WRITING. So I explained why and told them that I was told I was getting this and that including las vegas and mexico and I just wanted to have it in writing so that way no one else gets confused and this time I can get what is promised per writing. After many transferrs including DROPPED CALLS or Calls being HUNG UP I finally got a male rep who said that he has requested that and that I should be receiving it in writing by mail with in 10 business days and I told him that I prefer email. He CLEARLY said that they can't and that mail is the only way to send it to me so I told him that if they were able to send it to me through email in writing before from the customer service department and that I am speaking with the same department that I am able to receive the destinations that are included in my package in writing through my email and that I could not understand why. So he changed the subject PURPOSELY and said 'Ma'am unfortunately Vegas and Mexico is NOT included in your package' what??? I asked him.... I said that it has nothing to do with that and I have accepted it for what it is that why is he throwing that in there if that is not what I had mentioned and than I said you know what you are trying to make it seem as if I am upset about that..... I than got transferred to Pam and she was extremely irritated with me and was extrememly rude to me and accused me of lying about her employees and said that every rep I had spoke with said that I was upset with not having Mexico and Las Vegas and I said that it is not true and she also said that I have nothing better to do than to call from 12pm-3pm but to complain about vegas and mexico to every rep and she said that I will receive email in 24 hours about the destinations that my package includes.... I WAS VERY STARTLED AT THE LIES THESE REPS NOTATED IN THE NOTES.... She got loud with me and I did the same she was very hyped with me so i did the same to her and I said if you don't believe what I the customer is saying and you are basically calling ME THE CUSTOMER a LIAR than listen to the conversations.... Pull out the conversations recording and YOU WILL SEE THAT I AM NOT LYING AND THAT I DON'T CARE ABOUT NOT HAVING LAS VEGAS AND MEXICO....... You will also hear how patient and nice I have been while speaking with your reps until they become very rude and irate towards me... Pam the SUPERVISOR SAID THAT SHE WILL NOT DO THAT, SHE WILL NOT LISTEN TO THE CONVERSATIONS.... Why not? To me the conversations MAY NOT BE RECORDED bc if it was Pam would have been apologizing to me and correcting her staffs.
This report was posted on Ripoff Report on 10/31/2013 02:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Caribbean-Cruise-Line/ft-lauderdale-Florida-33307/Caribbean-Cruise-Line-Bahama-Celebration-Rude-UntrustworthyUnorganizedMixed-informatio-1096084. 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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