Complaint Review: Mexico Paradise Getaways Global Vacation Network

My daughter and I have been waiting on a "free" vacation package since last year and the company has been in receipt of $400 since last October. This travel company's call center is operated in Orlando, Florida, and although I called and requested their address as instructed by The Florida Dept. of Agriculture and Consumer services, they refused the information. Melina O. was the contact person and she asked who needed this information.

I explained it was the Florida Attorney General's Office and she said you already have this information and doesn't need to give it to me. According to state records, this company's license was not renewed. They are, however, still in business because I specifically asked this question. The following numbers roll into the call center in Orlando: 800-641-7041 and 417-334-8217. They rarely answer in the morning until about 11:00 A.M. Please find the following transaction of events that have necessitated me to provide this report.

March 20, 2008, I attended a vacation package presentation for Global Vacation Network. Everyone attending purchased a package priced approximately $8,500 or lower with the exception of myself and another couple. Incentives were offered for attending and I chose the "Mexico Paradise Getaway All-Inclusive with Air" package. Several weeks later I received paperwork to complete with my choice of airports, three vacation destinations, and dates in order of preference thirty days apart on Monday or Tuesday, and the first request of money for $100. I submitted this paperwork three times before it was accepted due to the dates being one or two days short of thirty days (you were not allowed to include the actual date).

I received emails that the paperwork and travel date of November 17, 2008, was accepted after some email discussion. I did not hear anything further until September 23, when an email was received requesting me to download a

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cancellation waiver, complete, and fax with copies of our driver's license and passports. These were faxed twice and I called to verify receipt at their end. I also received an email confirmation. I did not hear anything further until I contacted Mexico Paradise Getaways and they stated they did not have the necessary cancellation waiver or requested information. I faxed all of the information again and did some research to determine the specific owner/owners of the business, other phone numbers, addresses, etc. I again received an email stating they had received my fax. October 22, I was contacted by Collette L. requesting $300 for airfare taxes. I deliberated with them as this figure was higher than the actual taxes for several airlines, but conceded and sent a cashier's check.

Approximately a week afterwards I received a phone call from Collette L. to schedule the plane reservations. She wanted me to drive to Indianapolis, IN, instead of Columbus and started yelling at me, arguing why I should go to Indianapolis. She then hung up on me. I was extremely upset and attempted to contact Charlie Snow, the owner, and left a message. Marcy Wolf, who is listed on the LLC license, contacted me about 45 minutes later apologizing for Ms. L.'s behavior and questioned why I didn't want to travel to Indianapolis.

I explained it was about a 2 to 2 1/2 hour trip due to construction as opposed to 1 1/2 hour to Columbus and we were supposed to select our airport of choice. She confirmed this, but thought it was only about an hour to Indianapolis according to map quest. We discussed changing the date and agreed upon April 20, 2009. She told me to contact her sixty days in advance in order to get a plane reservation in Columbus. That same evening Charlie Snow contacted me and at that point I thought everything was resolved, therefore, I explained the situation and that we had worked out the issues.

I emailed customercare@formpg.com reminding them of the sixty day window February 3, 2009. I received contact back as if I was a new customer. Through a series of emails and phone calls they stated they did not have any of the necessary information nor the taxes! When I explained that I had faxed these twice previously, they replied with, "Well, if you want to take a chance that we don't have them and not take your trip." I faxed all of the requested information again February 3, to another toll free fax number I was provided, with both fax confirmation and formpg.com confirmation. A problem ticket was created regarding the taxes and Ms. Wolf emailed stating she made a mistake.

March 12, I emailed Marcy Wolf personally reminding her of the previous conversation regarding airline tickets. I received an email from Ms. Wolf March 17 stating they do not have the passports. I faxed again March 20 and again March 23. I received confirmations again and shortly thereafter received an email March 24 to complete an online survey, which I did promptly. All of the residual emails were similar or the same as previously received until April 7. During the period of time that lapsed between March 24 and April 7, I contacted both the toll free and toll number several times to confirm everything was in order since I had not received any phone calls or information regarding the airline tickets. It was explained by Ashley and Melina O. on several occasions that I would receive the tickets

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electronically by email 7 to 14 days prior to departure. I was concerned because arrangements had to be made for a babysitter, and once the vacation request was confirmed with a work replacement in place, this was absolute with no provision for cancellation. They both assured me the travel was confirmed and the tickets would arrive shortly.

April 7, I received an email from Melina O. stating, "there were not any approved travel dates on your account at this time." April 8, I contacted Global Vacation Network for the second time and left a message regarding all of the issues I've encountered. Martin called me back promptly both times and stated he would investigate. (Global Vacation Network is still offering these vacation packages as an incentive to attend their presentations as recently as Monday when I was prompted to attend a presentation again.)

April 8 and 9, I spoke to the manager, Doug, at Mexico Paradise Getaways and he insisted everything was in order, he had sent an email, and I would be contacted from Mexico shortly. I explained I had Marcy Wolf's number in Mexico even though I did not want to incur the expense of an international phone call. I was hoping for a defensive response, but did not receive one. I did receive a call shortly afterwards from Pam at Global Vacation Network requesting the location I attended to receive the Mexico Paradise Getaways incentive package.

I completed my own investigation March 23, by researching whitepages.com, the Missouri Better Business Bureau, and the Missouri Attorney General's office for addresses and owners of all related companies involved. I contacted the licensing office in Branson, MO, where this business occupies an address and is licensed. I determined there were three owners/managers as follows: Charlie Snow, Marcellia Wolf, and Armando Peralta. The address represented on their LLC license is 1440 State Hwy 248 Q240, Branson, MO 65616, which is a P.O. box at the local UPS Center.

There is an office at 210 Corporate Place, Branson, MO 65616 phone number (417)334-8217 or 800-641-7041 indicated on paperwork. These numbers roll into an Orlando, Florida, office providing customer service. There have been numerous complaints, but it appears as if a number of them have been resolved. Additionally, there is an office in Mexico with the following names and numbers provided in emails: Tania G. V.-52 744 484 9638 and Marci Wolf-52 744 177 9613, owner/manager.

As of this date, April 10, approximately 4:00 P.M. I was told by Melina O. at the Orlando call center we do not get to travel now because our package expires April 23 and the company had to cancel my reservations because they were overbooked. We did not get to travel November 17 because of the lack of airport arrangements. My daughter will be penalized for requesting vacation time as it is not retroactive to cancel. Please investigate this complaint as quickly as possible. I can provide you with copies of all emails and phone records if necessary. It appears to me that this vacation travel company operates on a type of Ponzi scheme in the sense that they take your money first, hang on to it for a year using and investing it, then fail to produce the end product. I have confirmed this through my own investigation.

Debbie
Dayton, Ohio
U.S.A.