Complaint Review: I.R.R.

On December 27, 2007, I received a memo in my office via fax that was sent to "all employees" re: "employee holiday vacation reminder". It was an offer for 6 days in Cabo San Lucas for $399/person, all inclusive. My first impression was that this memo was something from my company's human resources department to their employees, so I called the number 1-800-670-1823, that was listed on the memo to find out more information. I spoke with "Tamara", ext 1032, who stated this memo was not affiliated with my company/human resources department, but that this indeed was the vacation package offered. She stated that $399/person included all beverages(including alcoholic), all meals, lodging at a 5 star resort, and all amenities (she stated such as snorkeling, fishing excursions, etc). She stated that I had to request the dates I wanted 45 days in advance and that I had one year to use the package. She stated this trip to Cabo San Lucas was non-refundable and that the only thing that was variable was the hotel we stayed at in Cabo San Lucas, but that they were all 5 star resorts regardless. She tape recorded our contract on the phone, which I was more than happy to do, for protection for me as well! I then received a confirmation via fax that I had to sign and fax back to them. I agreed. I charged $798.00 to my credit card for two people.

I received the information for my vacation several weeks later. I was so excited. The information (that I saved) said things like "Cabo San Lucas Reservation Form" and "Your vacation is waiting at Cabo San Lucas". It then said to send the $99/person to the company "I.R.R." for hotel taxes, which I had been made aware of and was part of the contract I had from December 21, 2007. I sent $198.00 (for two people) via check, as well as my reservation form requesting the dates, making sure I gave well over 45 days notice.

On April 4, 2008, I received a voicemail on my cell phone from "Wylene" stating to call her back at 1-407-476-3322, ext 620, to confirm my vacation to Cancun. I listened to the voicemail and thought, "oh there must be a mistake". I called her back and spoke to one of her employees who stated Wylene was not there and that she would leave a message for her to call me back. She stated she could not help me, that Wylene was the only one with my information on her computer. By April 8, 2008, I hadn't heard back from Wylene, so I called her back again. I was told by an employee that she was on the other line and it might be awhile. I told her I did not mind holding. Forty-five minutes later, I hung up and decided I would try again the next day. On April 9, 2008, at about 8:00 a.m., I called again and spoke to Wylene. I told her I was upset because I had left her a message, had not heard back from her and that I was on hold for 45 minutes the day before. She replied "Oh my" and "let me pull up your account". I told her I just wanted to confirm that my trip was to Cabo San Lucas and not Cancun. She put me on hold for 10 minutes. She got back on the phone and said "I'm sorry but we're not offering the Cabo package anymore". I told her this was the agreement/contract I had, and that if I wanted to go to Cancun, I would've not bought a package to Cabo San Lucas, and that I wanted my money back if they weren't going to honor our agreement. She said she could not refund the money and that there was nothing she could do. I told her I wanted to speak with her manager. She said her manager was on the phone, I told her I would hold. After 15 minutes the manager got on the phone and stated there was nothing she could do, she would not refund my money. She told me that the destination of the vacation package was subject to change. I told her this was not part of the contract I had in writing and I would like to hear the tape recorded agreement from December 21, 2007 and that I was going to get my lawyer involved and wanted to talk to the person above her. She put me on hold for another 10 minutes, and low and behold I was back on the phone with Wylene listening to my recorded contract, which stated nothing about destination of package being subject to change. Wylene hung up and called me back stating we had gotten disconnected. I told her, "See I was not told the destination was subject to change", she then put me on hold for 10 more minutes, got back on the phone and stated "I'm sorry there is nothing we can do" and "the trip is non refundable". I told her I wanted to talk to her manager's superior, she stated "she's not in today", I said "when will she be in", she stated "tomorrow after 10am".

I remembered the original 1-800 number I booked the package with and called that number immediately after hanging up with Wylene. I spoke with "Marissa" and filled her in on what was going on and if there was someone I could talk to for help, she appologized to me and said she would call me back in 15 minutes after she found out what was going on. I never did get a call back from Marissa, but Wylene called me back and said "I understand you just contacted customer service", "there is still nothing we can do", I said "Ok thank you" and hung up. I was so upset! I tried calling the same 1-800 number several times immediately after with no answer, just an automated message stating the phone number I was trying to call did not accept messages and to call back. Later that night, around 8:30 p.m., I called the 1-800 number again and "Lisa" answered, she stated "I can help you book a travel package to Cabo, Cancun or Puerto Vallerta", I said "you are offering packages to Cabo San Lucas?", and she replied "yes!". I said "Thats interesting because I bought a package in December and now they are saying they are not offering Cabo anymore which is why I am calling you because no one called me back earlier". She then stated maybe it was because of an age restriction. I said "age restriction? Never was age mentioned", she said maybe I was not old enough to go to Cabo and she then said "Cabo is for old people, my parents go to Cabo and they are like 60". I was so upset, I said "ok thank you I'll call back" and hung up.

My credit card is now working with me to get my money back from this fraudulent purchase. I took a loss of $198.00 because my bank stated that because I wrote a check that they could not refund the money or do any investigations.

I contacted my human resources department to let them know that the faxes being sent were scams and if there was anything that could be done so that nobody had to go through what I have been through.

I hope you can help! I have all my paperwork/contract, etc and just want justice to be served!

Victoria
Chicago, Illinois
U.S.A.