Resort World Pass Some "Discount" on their Travel Services! San Antonio Texas

I previously filed a Better Business Bureau complaint against Resort World Pass after having attended a sales presentation there with my spouse in February 2016. In return for attending the presentation we had been guaranteed--both verbally and in writing--a free 7-day cruise and two roundtrip airline tickets to destinations within the United States. After battling with Resort World Pass' third-party marketing companies for several months, trying to obtain what I had been promised, I finally agreed to close my Better Business Bureau complaint with Resort World Pass in exchange for a discounted cost on a Resort World Pass membership, rather than the cruise and airline tickets originally promised. Resort World Pass CEO Jeff See indicated that providing a cruise and airline tickets would pose undue financial hardship to the company, and I advised him that I wished to be as reasonable as possible in resolving the matter. I met 06/13/2016 with CEO Mr. See, who explained the contract terms and agreed to handle any future concerns, should they arise.

Subsequent to our 06/13/2016 meeting and the beginning of my Resort World Pass membership I terminated my Better Business Bureau complaint against the company. Since beginning my Resort World Pass membership 06/13/16 I have booked multiple reservations through my membership. After completing two hotel stays I noticed that I had been charged more for each stay than the hotel's rack rate, which was indicated on the hotel's receipt to me (see attached documents). I contacted Mr. See by phone and advised him of this, as well as that when I called Resort World Pass' member services phone number and explained the situation to the customer service representative she had become rude to me. He assured me that he would investigate the situation and specifically stated when referring to my having been twice overcharged, "that shouldn't be happening." He assured me that he would call me back with the outcome of his investigation into the matter. Not hearing from him for approximately one week, I emailed him on 07/15/2016, at which point he seemed to be saying in his response that my complaint was unfounded. I do not understand why I am paying $159 per month for 72 months on a travel membership, which is supposed to save me money, only to be charged MORE than others would be by the hotels themselves. Additionally, on 07/16/16 I booked a rental car through my membership, for my personal vehicle is being repaired for hail damage.

I presented at the address provided on my Resort World Pass reservation confirmation, only to find that it was Avis, rather than Hertz, and that they could not find my reservation. I called Resort World Pass' member services line again and spoke with Elvin, who advised that this was a "system error" and that I could reserve my vehicle at Avis (since I was already there) but that I would possibly be charged more for the car rental than disclosed on my reservation confirmation and that I may receive fewer reward credits on my car rental than promised on the reservation confirmation. I began arguing the matter with him, since this was Resort World Pass' error, but he repeatedly interrupted me and continued arguing with me. The customer service representative at Avis called area rental companies and found that my reservation had gone to Hertz at a different location than the one provided on the Resort World Pass confirmation but that they would be closing in less than 10 minutes. This "system error" would have been especially bad if Resort World Pass had booked a flight incorrectly or a resort, since these might entail being in the incorrect state or even country.

Rushing to Hertz to avoid having them close until 07/18/16 with my reservation, the customer service representative at Hertz appeared hungover--glassy-eyed and stumbling--and repeatedly talked about his "late night last night" in Austin, TX, from which he had "not had any sleep." He advised that my debit card (which I used to make the Resort World Pass reservation) would be charged $217.77 but did not review other terms of the rental with me. Only after taking possession of the vehicle did I find that it only had about 1/8 tank of gasoline, was not washed/clean, and had very low tire pressure on the driver side rear tire--resulting in my having to wait in line for nearly 45 minutes at Discount Tire. Moreover, I discovered that rather than the $217.77, which both the Hertz agent and the Resort World Pass confirmation advised would be charged to my debit card, I was charged $418.00, which resulted in a $59.45 overdraft in my bank account. I called Hertz' customer service line and was advised that this was for a $200 security deposit. After explaining to the Hertz customer service agent that these additional fees--almost as much as the cost of the car rental itself--were not explained to me or reviewed with me, I requested to speak with a Hertz supervisor.

She advised that the supervisor was presently unavailable but would call me within one hour (I have called Hertz for several days about the rental, but no one has yet called me back). In addition to this fiasco a family member recently attempted to use one of the 10 guest passes on my Resort World Pass membership to book a hotel in Indiana but ended up doing so on another website because the rates given on the Resort World Pass membership were, according to our family member, "a lot higher." The Resort World Pass membership turned out to be more than I bargained for, and now I am stuck paying $159 per month for 72 months for a membership, which charges me more for hotel stays than I would otherwise have to pay, books travel reservations incorrectly, and which has on at least two occasions provided me with terrible, rude customer service. I agreed with Mr. Jeff See to resolve my initial complaint with him by negotiating a lower membership cost. At the time the membership seemed like it would be a good value for me and my family. I regret that decision. I felt sorry for Mr. See when he expressed that honoring Resort World Pass' initial commitment (a 7-day cruise and two airline tickets) would pose financial hardship to his company. Moreover, he seemed to really wish to make amends for the situation. Now I see that nothing has changed, and I am stuck paying for it--over $11,000--AND the same (or more), which others without a membership would pay for travel.

Please refer to the following news story video, which is EXTREMELY similar to what my spouse and I experienced 02/2016:

http://abcnews.go.com/Business/happened-decided-follow-free-vacation-mail-offer/story?id=27719780