This company withheld information regarding hidden fees/ charges, hotel/resort availability as well as failed to mention anything about a 60 to 90 minute "presentation" I'm required to attend. On 4/1/08, I received a fax (unsolicited) at my office offering an all inclusive vacation package to Cancun, Mexico. Once I inquired information and specifically asked if there were any “catches†I purchased the vacation package for 2 adults at the price of $798.00 ($700.00 for the initial fee and two payments of $49.00 for tax purchase). The agent told me that my authorization would be recorded and that the package I’m agreeing to purchase is non-refundable. The representative said that I would receive a confirmation via email and fax however, I never received an email. I was also told I would receive information pertaining to various hotel/resorts that I would be able to choose from but the information was never sent. The fax confirmation was eventually sent a half hour later. The confirmation stated that all reservation fees were included in the initial payment of $798.00 and that I would only be responsible for my hotel gratuity, travel expenses, and if I traveled during holiday’s or peak season. I signed the confirmation and faxed it back.
On April 3, 2008 I received a package via Fed-Ex containing some reservations forms but still no hotel/resort info. Around 11:10 a.m. I called and spoke to Sheila and tried to submit my dates to make reservations. Only 1 hotel was mentioned and I was told that I would have to pay a $199.00 upgrade fee. I asked her if I changed my dates would there be a hotel that didn’t require me to pay the upgrade fee. She stated that there was nothing available. She also explained to me that most hotel upgrades can go up to $500. I didn’t understand why it wasn’t explained to me at the time of purchase that this package consisted of additional fees and charges starting at $199.00 and up? .
On 4/7/08 I sent a certified letter notifying the company of my intent to cancel along with the reservation packet I received. On 4/8/08 I called 321-206-0911 and asked to speak to a Manager. When the Manager returned to the line I explained to him the situation on April 3rd when I spoke to Shelia. I told him I wanted a refund and my reasons why. He asked me my dates of travel and I told him the dates of Oct 13th-17th. He made a statement saying “You Americans don’t understand when you’re traveling during peak times†or something to that extent. I disregarded the “You Americans†remark and proceeded to tell him I didn’t understand how those dates were considered peak time.
I’ve done my research and I am aware of the months when it is considered peak time for traveling. Of course he refused to assist me in obtaining my refund. After I finished speaking to the Manager I immediately called the reservation line to speak to Sheila again. She informed me that the dates I chose were not peak season dates but I would still be required to pay the $199.00 for the upgrade fee. I expressed to her that I wanted to speak to the accounting dept. or a Manager about obtaining a refund. Sheila offered to waive all newly accumulated upgrade/reservation fees however; I didn’t understand why she was waiving fees that I'm not supposed to be charged?
My confirmation clearly states that all processing and reservation are included. Sheila also stated that I was sold a package and not a certificate however according to the definition of “certificate†in the Sellers of Travel Florida Statutes it is basically the same thing. Who knows what other charges this company will try to get me to pay??
I received a call from Sheila on 4/10/08, she said that they did not plan on refunding me and asked if I would like to continue with making reservations and booking. I asked Shelia if I would have to attend a timeshare presentation. She said that yes there hotels do require you to attend a presentation. I told her I wanted a refund and she said that it's non-refundable. I sent another email/ letter/fax telling them that I do not wish to continue with booking and I am not interested since their company did comply with the initial agreement that was made when I agreed to purchase.
I’ve been calling them asking for Managers but instead I’m either hung up on or left on hold for excessive amounts of time. I’ve been faxing, emailing, and sending letters to this company since 4/7/08. I am still in the process of trying to receive a refund and am extremely unhappy that I’ve gotten sucked into the deceptive business practices of this company.
So far, I've written the BBB of Florida, the La. and Fl. Attorney Generals and the Florida Dept. of Agriculture and Consumer Services. I DO NOT like the idea of being scammed out of my hard earned money. EVERYONE PLEASE BEWARE OF THESE FAXES. THERE ARE SCAMMING PEOPLE ALL OVER THE U.S.
Pat
Metairie, Louisiana
U.S.A.