• Report: #890922
Complaint Review:

Vacation Store of Miami

  • Submitted: Thu, May 31, 2012
  • Updated: Tue, December 18, 2012

  • Reported By: JulseyL — Levittown Pennsylvania United States of America
Vacation Store of Miami
4201 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

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On May 25, 2012, I thought I was booking a hotel reservation directly with the Grand Oasis Hotel in Cancun, Mexico.  The Vacation Store, as it turns out, has purchased a domain name that leads you to believe you are making a reservation
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/reports/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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#1 REBUTTAL Owner of company

Unjustified Report

AUTHOR: Vacation Store Miami - (United States of America)

Vacation Store Miami is an Authorized Tour Operator for Oasis hotels. The client booked the reservation online on May 25 for travel June 19-25 2012. An email of the invoice was sent confirming the reservation along with company policy rules and travel insurance option. On May 27, client emailed to cancel due to illness. Client was advised full credit would be given for future travel for up to one year from date of booking. Client refused credit and was very rude and demanding, threatened to file a complaint with BBB.  After several conversations, we agreed to waive cancellation penalty and give FULL refund which was done on June 6, 2012. Client still filed the complaint anyways, unfairly.

This report was very unjust and offensive for slandering the name of our Company.

Thank you very much.
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