Complaint Review: American Vacations

Received a fax at work with a great travel deal - $149 per person for 5 days, 4 night trip to several locations - Cancun, Hawaii, Jamaica, Cabo, DR...etc.
4 or 5 star resort guarantee.

18 months to use.

Meals and activities as well as alcohol included.

Bonus deal for Orlando or Vegas. (not all inclusive resorts)

With taxes and fees, $265pp for the stay. I priced out Jamaice $599pp WITH AIRFARE for 4 nights in a 2 bedroom suite staying at the Beaches Negril resort.  She even gave me the flight info I would use. 

I was told the trip is non-refundable, but I can get the insurance for $18pp which would mean that if anything came up I could get refunded.  To hold 2 rooms I had to pay for 2 people, each room holds 6 people and I could pay for them up until 14 days before departure.  I could make changes to the reservation up to 30 days prior to departure with no fee. I got an extention number for the sales rep I worked with - X-1036 and found out that she is on the east coast (same time zone as me).  Her hours are M-F 9a to 7p and I could call and speak with her directly to make any changes.

I booked the trip, with the insurance & paid for the 2 people and got a confirmation number.  I also got a number for customer service. 1-844-859-2101.   I was told an email confirmation would be sent after our call.

About 15 minutes after I hung up my Credit Card company called to say they suspected fraud.  The charge came from Mexico.  The company name was America or American Vacations.  We put a hold on the charge so I could verify with the company because the charge coming from Mexico was suspect to me as well, since I just was told they were on the east coast.

This is when it was obvious something was wrong.  I called the number I was given for customer service.  The phone is automatedly answered.  It says to enter an extension if you konw it - I did.  No extention by that number exists.  It loops back.  I try to get a rep, it loops back. Then it disconnects.

I called the main number I used to book the vacation and ask for the rep I worked with.  I am told she is gone for the day.  It is almost 5:30.  She told me she works until 7.  I tell the person that and he says she must have gone to lunch.  It's 530, and she should be leaving in 1.5 hours and she went to lunch?  I ask for information on the company and explain my card declined the charge and I would like to verify where their headquarters are.  I am told that the person is new and doesn't know.  I ask for someone who would know and am transferred to the line that loops me around and then hangs up.

I call back and get someone else who says they have clearing houses all around the world and Mexico is one of them.  I ask for my rep again and am told she is at lunch.  I ask for an email to contact her and am given a gmail account.  I receive a call on my other line and ask the rep to hold.  It is someone from their company calling to say that my card was declined.  I explain I am looking into it and ask for a number to call back.  I'm told that customer service is closed and I can't call back but he will call me in 15 minutes. 

I go back to the other call and ask for a supervisor.  I'm put on hold and then disconnected.

I never received a call back to get my card approved.

I almost lost $1234.00.  Please be aware.  Things that are too good to be true often are. :(