VanGuard Tours & Cruises, Holland America Line Inc. rip-off-! Poor product and customer service! Fairfax, Virginia and Seattle, Washington
This letter serves as a follow-up to the multiple telephone conversations I have shared over the last 2 weeks with some or all of the people listed below:
Frank Barnes - VanGuard Tours
Louise Sparks - VanGuard Tours
Gay Frieary - VanGuard Tours
Paul Allen - Holland America
Ryan Oars - Holland America
Helene Hill - Holland America
Never have I been so angry, disgusted and disappointed with a trip or service. Each year for the last eight years my husband and I have enjoyed a tour experience. One year to Europe the next to Greece then to Egypt and lastly to Australia. We visit often in the US and Caribbean. I travel at least 3 times a month for business. I know what to expect when you vacation on a tour. This was not it.
In my first conversations with Louise Sparks I made it clear I wanted a special vacation. I wanted first class accommodation, a smaller more intimate ship and a tour that provided a representative to share information about the sites we were scheduled to visit. With the exception of the ship and cabin, NONE of my expectations were met on any level. We were never treated with respect or with any concern for our comfort or needs.
Since returning from this trip I have encountered several people who share my negative opinion of Holland America and VanGuard. There were people on this trip who had traveled with you before, one person, XXXX XXXX for 300 days. How have you slipped to such low customer service levels? Where is the pride in yourselves and your companies?
Each person I have spoken with at Holland America and VanGuard has asked me to do their job and document what went wrong on this trip. I have done that in the following pages. I expect compensation for the horrible experience of this vacation. I paid $10,222 and I believe I did not receive even half of the service you advertised for this trip. Please contact me as soon as possible to discuss our next step.
05/26 We arrive in Vancouver at 3:30pm and find the Holland America representatives are already gone for the day. There are long lines at the Fairmont check-in desk for cruise guests and I find out Vanguard will not have a representative with us. There is not a board in the lobby informing us of the next day's events and schedule.
05/27 All of the 200+ passengers in the Vanguard booking were instructed to be in the lobby at the same time. No other information was provided. There was not adequate seating in the small lobby of the Fairmont so we were told to go downstairs to the airport terminal. After questioning the Holland America representatives about how they were going to load up the buses they admitted they were going to load the buses alphabetically.
This logic split MANY of the families/groups attempting to travel together. Based on my conversation with the representative, Holland America knew the buses were only allowed to arrive and load one at a time so the boarding process took more than 2 hours while everyone stood waiting. To simply stagger the boarding times and assign groups to the buses ahead of time would have prevented the chaos of so many people in one place with no seating and no information.
I called the Holland America office during this wasted time and Helene Hill came to the hotel and apologized for the confusion. She could clearly see the disorganization and problems your clients were having. We discussed solutions to better cope with the large number of passengers in the group. Helene actually placed my family and me on the last bus in the front seat with an apology. I believed she understood what needed to be done and would take action to fix the obvious problems.
After touring the Butchart gardens we were dropped off in Victoria late in the afternoon about 3 blocks away from anything of interest with very little information and told to be at the museum for pick up 2 hours later. No other information was provided. This was a drop off was a waste of time. Many of the elderly were tired and did not want to walk in this shopping area and there was not an area for anyone to rest or get out of the rain.
05/28 Once again - 200+ passengers were instructed to be in the lobby at the same time. No other information concerning the trip was provided. Upon arriving in the lobby, we were given color-coded scraps of paper indicating which bus we would be riding. The bus assignment was still based on the alphabet, so if you were the last bus on the first day you would be last to leave/arrive once again. This alphabetical logic also again split MANY of the families/groups attempting to travel together. Holland America by now knew the buses were only allowed to arrive and load one at a time so the boarding process took more than 2 hours AGAIN while everyone stood and waited.
The driver wasted time driving around WAITING for his assigned arrival time at the docks. Very little information was passed on about what we were seeing. Had I known the purpose of this part of the tour was to WASTE my time so the bus could arrive at a certain time I would have slept in and taken a cab to the dock.
05/29 Great day NO BUSES
05/30 Chaos again led the day when we left the ship. 200+ people milled about at the bus loading area. No representative in sight. Once a couple of the buses were loaded we waited and waited and waited while the driver searched for a single passenger to fill the LAST seat on our bus. This is horrible. ONE SEAT not filled kept us waiting.
06/01 Arrived Sitka, once on land we walked to the staging area for the buses to take us on a tour. Again a disaster. There were no representatives to line anyone up for the boarding of the buses and so once again it was total disorganization. None of the elderly or disabled passengers received any kind of boarding assistance unless it was from their fellow passengers. No rotation of seats. No logic in how or who went together.
06/02 No buses no problems.
06/03 No buses no problems.
06/04 One of the worst days on the tour. We were again herded into an area for the 200+ bus passengers to fight it out for a seat on one of 4 or 5 double buses. The pattern, as it had been for days was that we either claw/fight our way to the front of the line and knock down the elderly in order to be on the first bus and to occupy the front row seats or again be on the last bus and/or the last seat.
Always being last means I spent my vacation time waiting for Holland America to organize and always being shortchanged on time spent at the sites we came to Alaska to see, as well as the last ones to arrive at any hotel destination. The loading time was 45 minutes per bus. I asked the driver to rotate the seating on the bus or at least the loading and unloading so everyone had a chance to view the scenery.
She refused saying she was not told to do that. I understood the earlier buses were able to see the wildlife park and to take a tram for park viewing. The bus I was on (the last one) simply went to the Portage Glacier and to a sandwich place where we waited in line for an hour to buy cold sandwiches to go and got back on the bus. We arrived at the staging area in Anchorage and waited 45 minutes to unload the bus since our driver refused to open the back door to hasten the de-boarding effort.
We were told to wait with the other 200+ people at the Egan Center for the shuttle to take us to the Hilton. I spoke to a Holland America representative and asked how long we would have to wait and she was not sure. After questioning a local person I found the Hilton was 2 blocks away and decided to walk. Why not tell us we could walk if we wished to????? Our bus arrived at 3:30 two hours after the other groups arrived and we had seen almost nothing but the back of a bus. Disgust is mild for how I felt.
We walked to the Hilton and after tracking down the Holland America desk I asked one of the reps if they would assign people to buses for the next day to avoid so many mass gatherings. She asked me if I was one of the coach people? I was so enraged that I she had reduced my status of client or passenger or at least human being to one of coach person that I could barely contain myself. You certainly are nice to me when you ask for my money. There is absolutely no respect for any of your passengers from these so-called Holland America representatives. I asked for a supervisor and was introduced to Dustin Mason. I asked him to please assign groups to buses and rotate the seating to help ease some of the tension we were feeling. He said he really couldn't do anything about the bus situation. What is he there for?
I entered my room at the Hilton only to find 1 bed for 3 people and someone else's luggage. That took over an hour to resolve and our bags arrived later on that evening. Tick Tick Tick my time is being wasted again. We were unable to see any of Fairbanks because of this lack of respect for my time and Holland America's poor organization.
06/05 EVERYONE was again told to be in the lobby at 7:15am to load the buses for the to the train station. There were not enough seats in the hotel lobby for the older or disabled people to rest in. No one announced when or where the buses would stage and we were not told that instead of wasting our time waiting for the bus we could have walked the short distance to the train station and enjoyed the fresh air and sunshine instead of smoldering in another chaotic mess with no seating. Upon arrival in Denali many of our group were herded to the front office because they had no room keys.
06/06 Time to depart for the return trip to the train station. The bus dropped us off at the wrong platform. There were a number of people needing assistance in getting to the other platform so we had to help them since the Holland America representatives were not helping. The correct platform was crowded, hot, without shade, no facilities and offered very limited seating.
Upon arriving in Fairbanks, we were met at the station by the buses. Half of our group was missing their room keys and so we spent 40 minutes trying to get everyone on the buses (even now no assignments) and calmed down. After 12 days of missteps, not having a room key was the last straw for some of us.
06/07 For some unexplained reason after a day of touring, all of our buses were called back to the hotel instead of continuing on to the scheduled salmon bake and show. We had been told we were first to go to dinner followed by the show. As we waited on the bus in front of the hotel an loud/obnoxious/rude Holland American person entered our bus and told us the show will be first so if there is anyone with diabetes they will have to go to bus A in order to eat first. He said, That's just the way it is! If you want to eat first you must switch buses.
We attended the show and after leaving the building found there was a long walk to the buffet dinner. There were no officials to point the way and again no assistance to any of the elderly needing help.
Our driver was 45 minutes late picking us up for our return to the hotel. Luckily for us it was only raining a little bit and the mosquitoes bit other people since we had on repellent. I arranged my own transport to the airport so I could avoid the bus again.
Marcie
Glen Allen, Virginia
U.S.A.
17 Updates & Rebuttals
Marcie
Glen Allen,Virginia,
U.S.A.
Some Satisfaction!
#18Author of original report
Mon, August 30, 2004
The following is in reference to my credit card experience discussed previously (see above).
Below are excerpts from a letter I received from Bank One after sending my follow-up letter explaining the difficulty of disputing a service prior to it occurring. I had also forwarded ALL documentation to the 'Office of the Comptroller of the Currency' (my original letter to the OCC simply requested them to look into why I had not received any response from Bank One). FYI, in my list of government agencies above I did not state that the 'Customer Assistance Group' was the OCC. The entire address is:
Office of the Comptroller of the Currency (OCC)
Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
Dear Marcie:
I am writing in response to the concerns you addressed to the Office of the Comptroller of the Currency. I appreciate this opportunity to assist you on behalf of the Office of the President at Bank One, Delaware, N.A.
I understand that you are dissatisfied with the resolution of your dispute with VanGuard Tours and CRA...As a credit card issuer, we must comply with certain guidelines that govern the dispute process. At times, we find that some of these guidelines may prevent us from achieving the resolutions that our Cardmembers are seeking.
...I sincerely empathize with the frustration you had to endure while on your vacation. While it is unfortunate that the services you were provided were not what you had expected, because the tour was completed, we were were unable to file a dispute against the merchant for the quality of the tour.
I understand that Holland America Line Inc. has agreed to extend credit for future travel in the amount of $600.00. In an effort to provide you with a more favorable resolution to your dispute...we are willing to accept an internal loss and credit your account in the amount of $600.00. If you choose to take advantage of this offer, please contact me within two weeks from the date on this letter, to notify us of your acceptance. At that time, we will send the appropriate paperwork for your review and signed acknowledgement...
I am going to contact her today to request that she forward the paperwork to see what I am being requested to sign in order to receive the credit. This does not approach the amount that I requested, but it is certainly more than what VanGuard offered (which was NOTHING/ZERO!). Because of a couple of previous conversations along with the original letter from Bank One documented previously, I am confident that it was the letter/s to the OCC that prompted Bank One to extend this offer. If enough people complain to their credit card company and corresponding government agency it could potentially keep them from accepting business from these companies.
Marcie
Glen Allen,Virginia,
U.S.A.
More Issues with VanGuard!
#18Author of original report
Wed, August 25, 2004
While doing more research I discovered the following website: http://www.traveltipsmagazine.com/watchlist.html which is a page from 'Travel Tips Magazine' (http://www.traveltipsmagazine.com). The content of the page is below:
WATCH LIST
The following companies have run advertisements and either refused to pay or bounced checks without restitution. To protect our readers we will not be accepting advertisements, press-releases or postings from these companies. If you have any questions, please e-mail us.
Vanguard Tours and Cruises
Alexandria, Virginia
Insightful Journeys
Boston, MA
4 Bears Casino
South Dakota
Escape Holidays
San Diego, CA
All in One Tour Service
Dallas, TX
American Classic Shows
Branson, MO
Marcie
Glen Allen,Virginia,
U.S.A.
Unscrupulous businesses and business practices
#18Author of original report
Mon, August 23, 2004
I received the following letter yesterday from the 'City of Alexandria, Virginia, Citizen Assistance Office'. Because of the previous conversation documented above I knew it was coming and had already been briefed concerning the contents:
This letter is regarding the complaint you filed with this office. Our attempts to mediate this complaint were unsuccessful. Unfortunately, we are not empowered to require the business to resolve your complaint through our office. A copy of "Small Claims Court Procedure" is enclosed for your review, in the event you want to pursue this claim in court.
I am sorry this office cannot be of further assistance to you. Your complaint, however, will be kept on file in our public records for three years.
Sincerely,
Jacqueline Levy
Consumer Affairs Administrator
(703) 838-4350
Although Ms. Levy and her office are not empowered to do more I would like to thank her for the information she was able to provide. She seemed sympathetic to my plight as her office had received the many complaints specific to 'VanGuard Tours & Cruises' and commented on the lack of regulation in the travel industry.
This lack of strong regulation can leave the door open for unscrupulous businesses and business practices.
Marcie
Glen Allen,Virginia,
U.S.A.
VanGuard has numerous complaints filed against them
#18Author of original report
Tue, August 17, 2004
I received a response yesterday (5/17/04) from the 'City of Alexandria, Virginia, Citizen Assistance Office' (see full address previously). The letter stated that VanGuard had replied and to contact the 'Citizen Assistance Office' ((703) 838-4350) if I had any questions. The enclosures that VanGuard supplied the 'Assistance Office' were copies of VanGuard's and Holland America's original responses to me (see letters above) which I had provided the 'Assistance Office' myself when filing the complaint. VanGuard's cover letter was consistent in that they deny any responsibility for anything. Mr. Barnes stated "we presented her case to Holland America and they offered her a substantial travel credit" (I won't even go into that again), and "there is nothing more that we can do". He also included the rebuttal letter above from the Dietrichs that an employee named Don submitted (who's Don?).
Anyway, I did make a phone call to the 'Citizen Assistance Office' where I was told that (like the BBB) they were not allowed to provide specific information concerning complaints. However; the person I talked to was able to tell me that VanGuard has numerous complaints filed against them and that one particular person who had seen my complaint online was filing under the "Freedom of Information Act" to obtain my name from their office in order to contact me (m.whitesel@comcast.net@AICI). Apparently, the "VanGuard Group's" trip to Alaska was not the only fiasco. I was told he was representing another "VanGuard Group" that went to Normandy and that their complaints were similar to mine, but due to the older average age of the group the situation was even worse (if that's possible). I will update this site as I get more information.
Marcie
Glen Allen,Virginia,
U.S.A.
The Dietrich's (do they exist?)
#18Author of original report
Sat, August 14, 2004
I will assume that the Dietrich's of Asheville are real people and actually took the same cruise.
That said, you did not state whether they took the second week which consisted entirely of the LAND TOUR. I have already stated that the first week on ship was satisfactory so I fail to see the point you are attempting to make. The Dietrich's issue involves a "mix-up" on board ship ("Based on information we received from a crew member ON THE RYNDAM..."). There were no crew members ON THE BUSES.
You also don't provide any details of the "mix-up" (Did the Dietrich's not get chocolate on their pillows one night?). The letter would imply that they are happy with THEIR resolution, but you don't provide any details as to what it was. For example, VanGuard has offered me NOTHING and Holland America has simply offered me a $600.00 discount on a FUTURE cruise. $600 as a percentage of the amount I paid ($10,222) is .05 (yes, that is a period prior to the zero). In addition, I am seeking a resolution to THIS trip, not one in the future.
What exactly was the Dietrich's "mix-up"? What exactly was THEIR resolution? What did the Dietrich's pay for their trip? What was the value of their resolution as a percentage of what they paid?
The fact is that VanGuard still has an "opportunity to assist" and I would welcome a 50% credit to my VISA account after which I will be more than happy to write a letter containing something along the lines of:
"How an agency resolves legitimate complaints is one of the most important indicators of its corporate integrity...."
Don
Alexandria,Virginia,
U.S.A.
Dietrich's of Asheville, NC recognize mistaken blame. Marcie from Glen Allen, VA, did not contact us
#18UPDATE Employee
Fri, August 13, 2004
VanGuard received a letter dated July 26, 2004, from Mr. & Mrs. Dietrich of Asheville, NC, who were on this same cruise. The following quote from their letter speaks for itself:
"In their 8 July letter to us, Holland America has taken full responsibility for the mix-up involving our traveling group. Based on information we received from a crew member on the Ryndam, we believed the error was VanGuard's. We sincerely apologize for mistakenly blaming this incident on your company...How an agency resolves legitimate complaints is one of the most important indicators of its corporate integrity. Your responsiveness impresses us! We would not hesitate to use or recommend VanGuard in the future."
The fact is that Marcie from Glen Allen, VA, did not contact us on our toll-free 800 number when she experienced problems. We were never given an opportunity to assist. The problems were nothing we had control over. We did our best to assist after the fact but remained the target of her anger.
Marcie
Glen Allen,Virginia,
U.S.A.
Learning the "Rules" of the "Travel Industry Game"
#18Author of original report
Thu, August 12, 2004
In an effort to pursue some degree of justice I have mailed copies of my letter and responses from VanGuard and Holland America to the following:
BBB of Metro Washington DC and Eastern Pennsylvania
WWW: http://www.dc.bbb.org
Email: info@dc.bbb.org
Phone: (202)393-8000
Fax: (202)393-1198
1411 K St., NW, 10th Floor
Washington, DC 20005 -3404
They have notified me of their receipt of my documentation, but I have heard nothing additional thus far. I will update this site when I do. However; I suspect the end result will be similar to the BBB of Oregon and Western Washington below.
**************************************************
Better Business Bureau of Oregon and Western Washington
WWW: http://www.thebbb.org
Email: info@thebbb.org
Phone: (206)431-2222
Fax: (206)431-2211
PO Box 1000
DuPont, WA 98327 -
Below is text from my BBB case number followed by additional communication between the BBB and myself. By simply responding (in any manner) to a complaint will result in a "no complaints outstanding" response from a BBB when another consumer calls regarding a company. Although I would still encourage anyone to file reports with a BBB it would appear to me they are essentially powerless and do not provide any useful information to consumers. You be the judge:
Complaint filed against: Holland America Line Westours Inc
Business Info
NAME: Holland America Line Westours Inc
BBB MEMBER: YES
CONTACT: Ms Tiffany Bergman
ADDRESS: 300 Elliott Ave W
Seattle, WA 98119
PHONE: 206 281-3535
FAX: 206 281-7110
Consumer rejects business' final offer
Activity
Date Activity Description
08/12/2004 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
Holland America has not proposed a resolution. NO ONE has called me to work toward a personal solution for me. Holland America has become a company that does not really offer customer service. They want your money but are NOT willing to give you the SERVICE they used to offer as part of the Holland America name and reputation. I am very disappointed in a company I used to hear so many good things about.
08/11/2004 Forward Final Response to Consumer CLT.cf.rtf
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
08/10/2004 Forward Consumer Rebuttal to Business
08/04/2004 Received Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.)
Discount on a FUTURE CRUISE?? The level of service I paid for on the Alaskan cruise/tour was not delivered. I want the price difference in what I paid for, and what was delivered refunded. I am not asking for all the money back, but instead I am asking for what is fair. It is insulting that a "discount" on a future trip is being offered rather than addressing the current issue.
Below is e-mail communication between the BBB and myself:
This is in reference to case # 22011531 (Oregon and Western Washington BBB):
When one does not receive satisfaction:
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
Where does one go from here?
What does the statement below mean?
*** We are waiting for the business to respond. They have until August 15, 2004 to respond to this complaint. If they do not respond the complaint will be closed and this will be reflected in their record. ***
What information will be available when another consumer calls the BBB and requests information regarding this company?
Will other consumers be provided with the detailed information of my complaint in order to make a personal assessment of the company?
If not, what is the service that the BBB actually provides to the consumer? (i.e. I am still left dissatisfied and if my detailed case is not available to the public what value does the BBB provide the consumer?).
Dear Mrs xxxxxxx,
Thank you for your email and response regarding Holland America Line Westours Inc., your concerns are appreciated. The Better Business Bureau is a private neutral third party. By working with each party to more fully understand the other's position, often times we are able to reach a mutually agreeable resolution.
The role of the Better Business Bureau is to facilitate communication between businesses and consumers and ensure that all issues have been addressed by the business. As a neutral third party, the Better Business Bureau cannot ask or require the business to agree with the consumer, only that they address the consumer's concerns. Please see the attached BBB Service Guide for a complete list of what the Better Business Bureau offers.
Additionally, responding to consumers concerns does not necessarily mean offering anything, it simply means providing their position on the matter, which is all that the BBB can require. We understand that you do not consider the matter resolved and the notes of your case reflect your dissatisfaction and experience. For confidentiality purposes, we do not share the nature of complaints or specific information about customers who filed complaints.
Sincerely,
Rebekah Crowley
Bureau Services Consultant
rebekah@thebbb.org
Direct fax 206-436-5429
****************************************************************************
City of Alexandria, Virginia
Citizen Assistance Office
Consumer Affairs Division
P.O. Box 178
Alexandria, Virginia 22313
They have sent me a copy of a letter that they sent to VanGuard. The letter was dated July 29th and VanGuard was told to respond to their office within ten days. I currently have not received anything.
*******************************************************************************************************************************************
Washington State Attorney General
Consumer Resource Center
Seattle - King, Snohomish, Clallam and Jefferson Counties
900 Fourth Ave. Suite 2000
Seattle, WA. 98164-1012
Telephone: 206-464-6684
Fax: 206-464-6451
They have copied me on a letter sent to Holland America. I will update when I receive any response.
******************************************************************************************************************************
I have also sent a letter along with all documentation to my credit card company requesting a credit for a portion of the total charged. I received a response from them today. The following is an excerpt from the letter:
Thank you for your recent inquiry regarding your credit card account.
We are writing concerning your dispute about the charge from Vanguard Tours & Cruises that posted to your account on February 27, 2004.
Due to the nature of your dispute, we will need a copy of a valid credit slip from this merchant in order to pursue any type of credit on your behalf. We do understand that you were not satisfied with your trip with this merchant, because you did receive the services provided, we are unable to remove the charge from your account in any amount without a credit slip from the merchant.
Also, federal credit card regulations require that we receive written notice of any dispute within 60 days of the date of the statement on which the charge first appears. This time limit is explained on the back of each monthly billing statement. We received your letter about this charge on July 26, 2004, which is beyond the 60-day time limit. As a result, we regret that we are unable to help you.
Sincerely,
Elizabeth George, Financial Service Advisor,BankOne
Question: Since VanGuard billed for the total 90 days prior to the tour date of 5/28 how would I make "a written notice of dispute within 60 days of the date of the statement on which the charge first appears" if the service had yet to be rendered? You be the judge on whether this is coincidence or if VanGuard, Holland America, and credit card companies are aware of this.
I am still going to pursue it by forwarding my VanGuard invoice along with some degree of logic as to the inability to dispute a service prior to the service actually occurring (maybe I need a crystal ball).
Also, the agencies below are suppose to "light a fire" under your credit card company if they don't respond to your issues. Again, responding can simply consist of sending a letter stating "dream on".
Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
FDIC Headquarters
Telephone number: 202-736-0000
Mailing address: Federal Deposit Insurance Corporation
550 17th Street NW
Washington, DC 20429-9990
Area of responsibility: All insured banks
Board of Governors of the Federal Reserve System
Division of Consumer and Community Affairs
20th and C Streets, N.W., Stop 801
Washington, DC 20551
For further information you may call us at (202) 452-3693
How to File a Complaint
Before writing or calling the Federal Reserve, we encourage consumers to try to settle the problem with the financial institution first. This may involve directly contacting senior bank management or the bank's customer service representative for assistance. If you are still unable to resolve the problem, you may file a written complaint with the Federal Reserve including the following information:
Your name, address and daytime telephone number, including area code;
Name and address of the bank involved in your complaint or inquiry;
Your bank or credit card account number;
The name of the person you contacted at the bank, along with the date, if applicable;
Description of the complaint.
State what happened, giving the dates involved and the names of those you dealt with at the bank. Include copies of any letters or other documents that may help us to investigate your complaint. Please do not send original documents, copies are preferred; and remember to sign and date your letter.
It's important to give us as much information about the problem as possible; this will assist us in providing a quicker response to you.
Marcie
Glen Allen,Virginia,
U.S.A.
Learning the "Rules" of the "Travel Industry Game"
#18Author of original report
Thu, August 12, 2004
In an effort to pursue some degree of justice I have mailed copies of my letter and responses from VanGuard and Holland America to the following:
BBB of Metro Washington DC and Eastern Pennsylvania
WWW: http://www.dc.bbb.org
Email: info@dc.bbb.org
Phone: (202)393-8000
Fax: (202)393-1198
1411 K St., NW, 10th Floor
Washington, DC 20005 -3404
They have notified me of their receipt of my documentation, but I have heard nothing additional thus far. I will update this site when I do. However; I suspect the end result will be similar to the BBB of Oregon and Western Washington below.
**************************************************
Better Business Bureau of Oregon and Western Washington
WWW: http://www.thebbb.org
Email: info@thebbb.org
Phone: (206)431-2222
Fax: (206)431-2211
PO Box 1000
DuPont, WA 98327 -
Below is text from my BBB case number followed by additional communication between the BBB and myself. By simply responding (in any manner) to a complaint will result in a "no complaints outstanding" response from a BBB when another consumer calls regarding a company. Although I would still encourage anyone to file reports with a BBB it would appear to me they are essentially powerless and do not provide any useful information to consumers. You be the judge:
Complaint filed against: Holland America Line Westours Inc
Business Info
NAME: Holland America Line Westours Inc
BBB MEMBER: YES
CONTACT: Ms Tiffany Bergman
ADDRESS: 300 Elliott Ave W
Seattle, WA 98119
PHONE: 206 281-3535
FAX: 206 281-7110
Consumer rejects business' final offer
Activity
Date Activity Description
08/12/2004 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
Holland America has not proposed a resolution. NO ONE has called me to work toward a personal solution for me. Holland America has become a company that does not really offer customer service. They want your money but are NOT willing to give you the SERVICE they used to offer as part of the Holland America name and reputation. I am very disappointed in a company I used to hear so many good things about.
08/11/2004 Forward Final Response to Consumer CLT.cf.rtf
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
08/10/2004 Forward Consumer Rebuttal to Business
08/04/2004 Received Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.)
Discount on a FUTURE CRUISE?? The level of service I paid for on the Alaskan cruise/tour was not delivered. I want the price difference in what I paid for, and what was delivered refunded. I am not asking for all the money back, but instead I am asking for what is fair. It is insulting that a "discount" on a future trip is being offered rather than addressing the current issue.
Below is e-mail communication between the BBB and myself:
This is in reference to case # 22011531 (Oregon and Western Washington BBB):
When one does not receive satisfaction:
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
Where does one go from here?
What does the statement below mean?
*** We are waiting for the business to respond. They have until August 15, 2004 to respond to this complaint. If they do not respond the complaint will be closed and this will be reflected in their record. ***
What information will be available when another consumer calls the BBB and requests information regarding this company?
Will other consumers be provided with the detailed information of my complaint in order to make a personal assessment of the company?
If not, what is the service that the BBB actually provides to the consumer? (i.e. I am still left dissatisfied and if my detailed case is not available to the public what value does the BBB provide the consumer?).
Dear Mrs xxxxxxx,
Thank you for your email and response regarding Holland America Line Westours Inc., your concerns are appreciated. The Better Business Bureau is a private neutral third party. By working with each party to more fully understand the other's position, often times we are able to reach a mutually agreeable resolution.
The role of the Better Business Bureau is to facilitate communication between businesses and consumers and ensure that all issues have been addressed by the business. As a neutral third party, the Better Business Bureau cannot ask or require the business to agree with the consumer, only that they address the consumer's concerns. Please see the attached BBB Service Guide for a complete list of what the Better Business Bureau offers.
Additionally, responding to consumers concerns does not necessarily mean offering anything, it simply means providing their position on the matter, which is all that the BBB can require. We understand that you do not consider the matter resolved and the notes of your case reflect your dissatisfaction and experience. For confidentiality purposes, we do not share the nature of complaints or specific information about customers who filed complaints.
Sincerely,
Rebekah Crowley
Bureau Services Consultant
rebekah@thebbb.org
Direct fax 206-436-5429
****************************************************************************
City of Alexandria, Virginia
Citizen Assistance Office
Consumer Affairs Division
P.O. Box 178
Alexandria, Virginia 22313
They have sent me a copy of a letter that they sent to VanGuard. The letter was dated July 29th and VanGuard was told to respond to their office within ten days. I currently have not received anything.
*******************************************************************************************************************************************
Washington State Attorney General
Consumer Resource Center
Seattle - King, Snohomish, Clallam and Jefferson Counties
900 Fourth Ave. Suite 2000
Seattle, WA. 98164-1012
Telephone: 206-464-6684
Fax: 206-464-6451
They have copied me on a letter sent to Holland America. I will update when I receive any response.
******************************************************************************************************************************
I have also sent a letter along with all documentation to my credit card company requesting a credit for a portion of the total charged. I received a response from them today. The following is an excerpt from the letter:
Thank you for your recent inquiry regarding your credit card account.
We are writing concerning your dispute about the charge from Vanguard Tours & Cruises that posted to your account on February 27, 2004.
Due to the nature of your dispute, we will need a copy of a valid credit slip from this merchant in order to pursue any type of credit on your behalf. We do understand that you were not satisfied with your trip with this merchant, because you did receive the services provided, we are unable to remove the charge from your account in any amount without a credit slip from the merchant.
Also, federal credit card regulations require that we receive written notice of any dispute within 60 days of the date of the statement on which the charge first appears. This time limit is explained on the back of each monthly billing statement. We received your letter about this charge on July 26, 2004, which is beyond the 60-day time limit. As a result, we regret that we are unable to help you.
Sincerely,
Elizabeth George, Financial Service Advisor,BankOne
Question: Since VanGuard billed for the total 90 days prior to the tour date of 5/28 how would I make "a written notice of dispute within 60 days of the date of the statement on which the charge first appears" if the service had yet to be rendered? You be the judge on whether this is coincidence or if VanGuard, Holland America, and credit card companies are aware of this.
I am still going to pursue it by forwarding my VanGuard invoice along with some degree of logic as to the inability to dispute a service prior to the service actually occurring (maybe I need a crystal ball).
Also, the agencies below are suppose to "light a fire" under your credit card company if they don't respond to your issues. Again, responding can simply consist of sending a letter stating "dream on".
Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
FDIC Headquarters
Telephone number: 202-736-0000
Mailing address: Federal Deposit Insurance Corporation
550 17th Street NW
Washington, DC 20429-9990
Area of responsibility: All insured banks
Board of Governors of the Federal Reserve System
Division of Consumer and Community Affairs
20th and C Streets, N.W., Stop 801
Washington, DC 20551
For further information you may call us at (202) 452-3693
How to File a Complaint
Before writing or calling the Federal Reserve, we encourage consumers to try to settle the problem with the financial institution first. This may involve directly contacting senior bank management or the bank's customer service representative for assistance. If you are still unable to resolve the problem, you may file a written complaint with the Federal Reserve including the following information:
Your name, address and daytime telephone number, including area code;
Name and address of the bank involved in your complaint or inquiry;
Your bank or credit card account number;
The name of the person you contacted at the bank, along with the date, if applicable;
Description of the complaint.
State what happened, giving the dates involved and the names of those you dealt with at the bank. Include copies of any letters or other documents that may help us to investigate your complaint. Please do not send original documents, copies are preferred; and remember to sign and date your letter.
It's important to give us as much information about the problem as possible; this will assist us in providing a quicker response to you.
Marcie
Glen Allen,Virginia,
U.S.A.
Learning the "Rules" of the "Travel Industry Game"
#18Author of original report
Thu, August 12, 2004
In an effort to pursue some degree of justice I have mailed copies of my letter and responses from VanGuard and Holland America to the following:
BBB of Metro Washington DC and Eastern Pennsylvania
WWW: http://www.dc.bbb.org
Email: info@dc.bbb.org
Phone: (202)393-8000
Fax: (202)393-1198
1411 K St., NW, 10th Floor
Washington, DC 20005 -3404
They have notified me of their receipt of my documentation, but I have heard nothing additional thus far. I will update this site when I do. However; I suspect the end result will be similar to the BBB of Oregon and Western Washington below.
**************************************************
Better Business Bureau of Oregon and Western Washington
WWW: http://www.thebbb.org
Email: info@thebbb.org
Phone: (206)431-2222
Fax: (206)431-2211
PO Box 1000
DuPont, WA 98327 -
Below is text from my BBB case number followed by additional communication between the BBB and myself. By simply responding (in any manner) to a complaint will result in a "no complaints outstanding" response from a BBB when another consumer calls regarding a company. Although I would still encourage anyone to file reports with a BBB it would appear to me they are essentially powerless and do not provide any useful information to consumers. You be the judge:
Complaint filed against: Holland America Line Westours Inc
Business Info
NAME: Holland America Line Westours Inc
BBB MEMBER: YES
CONTACT: Ms Tiffany Bergman
ADDRESS: 300 Elliott Ave W
Seattle, WA 98119
PHONE: 206 281-3535
FAX: 206 281-7110
Consumer rejects business' final offer
Activity
Date Activity Description
08/12/2004 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
Holland America has not proposed a resolution. NO ONE has called me to work toward a personal solution for me. Holland America has become a company that does not really offer customer service. They want your money but are NOT willing to give you the SERVICE they used to offer as part of the Holland America name and reputation. I am very disappointed in a company I used to hear so many good things about.
08/11/2004 Forward Final Response to Consumer CLT.cf.rtf
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
08/10/2004 Forward Consumer Rebuttal to Business
08/04/2004 Received Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.)
Discount on a FUTURE CRUISE?? The level of service I paid for on the Alaskan cruise/tour was not delivered. I want the price difference in what I paid for, and what was delivered refunded. I am not asking for all the money back, but instead I am asking for what is fair. It is insulting that a "discount" on a future trip is being offered rather than addressing the current issue.
Below is e-mail communication between the BBB and myself:
This is in reference to case # 22011531 (Oregon and Western Washington BBB):
When one does not receive satisfaction:
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
Where does one go from here?
What does the statement below mean?
*** We are waiting for the business to respond. They have until August 15, 2004 to respond to this complaint. If they do not respond the complaint will be closed and this will be reflected in their record. ***
What information will be available when another consumer calls the BBB and requests information regarding this company?
Will other consumers be provided with the detailed information of my complaint in order to make a personal assessment of the company?
If not, what is the service that the BBB actually provides to the consumer? (i.e. I am still left dissatisfied and if my detailed case is not available to the public what value does the BBB provide the consumer?).
Dear Mrs xxxxxxx,
Thank you for your email and response regarding Holland America Line Westours Inc., your concerns are appreciated. The Better Business Bureau is a private neutral third party. By working with each party to more fully understand the other's position, often times we are able to reach a mutually agreeable resolution.
The role of the Better Business Bureau is to facilitate communication between businesses and consumers and ensure that all issues have been addressed by the business. As a neutral third party, the Better Business Bureau cannot ask or require the business to agree with the consumer, only that they address the consumer's concerns. Please see the attached BBB Service Guide for a complete list of what the Better Business Bureau offers.
Additionally, responding to consumers concerns does not necessarily mean offering anything, it simply means providing their position on the matter, which is all that the BBB can require. We understand that you do not consider the matter resolved and the notes of your case reflect your dissatisfaction and experience. For confidentiality purposes, we do not share the nature of complaints or specific information about customers who filed complaints.
Sincerely,
Rebekah Crowley
Bureau Services Consultant
rebekah@thebbb.org
Direct fax 206-436-5429
****************************************************************************
City of Alexandria, Virginia
Citizen Assistance Office
Consumer Affairs Division
P.O. Box 178
Alexandria, Virginia 22313
They have sent me a copy of a letter that they sent to VanGuard. The letter was dated July 29th and VanGuard was told to respond to their office within ten days. I currently have not received anything.
*******************************************************************************************************************************************
Washington State Attorney General
Consumer Resource Center
Seattle - King, Snohomish, Clallam and Jefferson Counties
900 Fourth Ave. Suite 2000
Seattle, WA. 98164-1012
Telephone: 206-464-6684
Fax: 206-464-6451
They have copied me on a letter sent to Holland America. I will update when I receive any response.
******************************************************************************************************************************
I have also sent a letter along with all documentation to my credit card company requesting a credit for a portion of the total charged. I received a response from them today. The following is an excerpt from the letter:
Thank you for your recent inquiry regarding your credit card account.
We are writing concerning your dispute about the charge from Vanguard Tours & Cruises that posted to your account on February 27, 2004.
Due to the nature of your dispute, we will need a copy of a valid credit slip from this merchant in order to pursue any type of credit on your behalf. We do understand that you were not satisfied with your trip with this merchant, because you did receive the services provided, we are unable to remove the charge from your account in any amount without a credit slip from the merchant.
Also, federal credit card regulations require that we receive written notice of any dispute within 60 days of the date of the statement on which the charge first appears. This time limit is explained on the back of each monthly billing statement. We received your letter about this charge on July 26, 2004, which is beyond the 60-day time limit. As a result, we regret that we are unable to help you.
Sincerely,
Elizabeth George, Financial Service Advisor,BankOne
Question: Since VanGuard billed for the total 90 days prior to the tour date of 5/28 how would I make "a written notice of dispute within 60 days of the date of the statement on which the charge first appears" if the service had yet to be rendered? You be the judge on whether this is coincidence or if VanGuard, Holland America, and credit card companies are aware of this.
I am still going to pursue it by forwarding my VanGuard invoice along with some degree of logic as to the inability to dispute a service prior to the service actually occurring (maybe I need a crystal ball).
Also, the agencies below are suppose to "light a fire" under your credit card company if they don't respond to your issues. Again, responding can simply consist of sending a letter stating "dream on".
Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
FDIC Headquarters
Telephone number: 202-736-0000
Mailing address: Federal Deposit Insurance Corporation
550 17th Street NW
Washington, DC 20429-9990
Area of responsibility: All insured banks
Board of Governors of the Federal Reserve System
Division of Consumer and Community Affairs
20th and C Streets, N.W., Stop 801
Washington, DC 20551
For further information you may call us at (202) 452-3693
How to File a Complaint
Before writing or calling the Federal Reserve, we encourage consumers to try to settle the problem with the financial institution first. This may involve directly contacting senior bank management or the bank's customer service representative for assistance. If you are still unable to resolve the problem, you may file a written complaint with the Federal Reserve including the following information:
Your name, address and daytime telephone number, including area code;
Name and address of the bank involved in your complaint or inquiry;
Your bank or credit card account number;
The name of the person you contacted at the bank, along with the date, if applicable;
Description of the complaint.
State what happened, giving the dates involved and the names of those you dealt with at the bank. Include copies of any letters or other documents that may help us to investigate your complaint. Please do not send original documents, copies are preferred; and remember to sign and date your letter.
It's important to give us as much information about the problem as possible; this will assist us in providing a quicker response to you.
Marcie
Glen Allen,Virginia,
U.S.A.
Learning the "Rules" of the "Travel Industry Game"
#18Author of original report
Thu, August 12, 2004
In an effort to pursue some degree of justice I have mailed copies of my letter and responses from VanGuard and Holland America to the following:
BBB of Metro Washington DC and Eastern Pennsylvania
WWW: http://www.dc.bbb.org
Email: info@dc.bbb.org
Phone: (202)393-8000
Fax: (202)393-1198
1411 K St., NW, 10th Floor
Washington, DC 20005 -3404
They have notified me of their receipt of my documentation, but I have heard nothing additional thus far. I will update this site when I do. However; I suspect the end result will be similar to the BBB of Oregon and Western Washington below.
**************************************************
Better Business Bureau of Oregon and Western Washington
WWW: http://www.thebbb.org
Email: info@thebbb.org
Phone: (206)431-2222
Fax: (206)431-2211
PO Box 1000
DuPont, WA 98327 -
Below is text from my BBB case number followed by additional communication between the BBB and myself. By simply responding (in any manner) to a complaint will result in a "no complaints outstanding" response from a BBB when another consumer calls regarding a company. Although I would still encourage anyone to file reports with a BBB it would appear to me they are essentially powerless and do not provide any useful information to consumers. You be the judge:
Complaint filed against: Holland America Line Westours Inc
Business Info
NAME: Holland America Line Westours Inc
BBB MEMBER: YES
CONTACT: Ms Tiffany Bergman
ADDRESS: 300 Elliott Ave W
Seattle, WA 98119
PHONE: 206 281-3535
FAX: 206 281-7110
Consumer rejects business' final offer
Activity
Date Activity Description
08/12/2004 Consumer rejects business' final offer (The consumer indicated he/she DID NOT accept the response from the business.)
Holland America has not proposed a resolution. NO ONE has called me to work toward a personal solution for me. Holland America has become a company that does not really offer customer service. They want your money but are NOT willing to give you the SERVICE they used to offer as part of the Holland America name and reputation. I am very disappointed in a company I used to hear so many good things about.
08/11/2004 Forward Final Response to Consumer CLT.cf.rtf
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
08/10/2004 Forward Consumer Rebuttal to Business
08/04/2004 Received Consumer Rebuttal (The consumer indicated he/she DID NOT accept the response from the business.)
Discount on a FUTURE CRUISE?? The level of service I paid for on the Alaskan cruise/tour was not delivered. I want the price difference in what I paid for, and what was delivered refunded. I am not asking for all the money back, but instead I am asking for what is fair. It is insulting that a "discount" on a future trip is being offered rather than addressing the current issue.
Below is e-mail communication between the BBB and myself:
This is in reference to case # 22011531 (Oregon and Western Washington BBB):
When one does not receive satisfaction:
08/10/2004 Received Final Response from Business While we regret Mrs. xxxxxxx's continued disappointment, we are not in a position to offer further compensation or a cash refund in this matter.
Where does one go from here?
What does the statement below mean?
*** We are waiting for the business to respond. They have until August 15, 2004 to respond to this complaint. If they do not respond the complaint will be closed and this will be reflected in their record. ***
What information will be available when another consumer calls the BBB and requests information regarding this company?
Will other consumers be provided with the detailed information of my complaint in order to make a personal assessment of the company?
If not, what is the service that the BBB actually provides to the consumer? (i.e. I am still left dissatisfied and if my detailed case is not available to the public what value does the BBB provide the consumer?).
Dear Mrs xxxxxxx,
Thank you for your email and response regarding Holland America Line Westours Inc., your concerns are appreciated. The Better Business Bureau is a private neutral third party. By working with each party to more fully understand the other's position, often times we are able to reach a mutually agreeable resolution.
The role of the Better Business Bureau is to facilitate communication between businesses and consumers and ensure that all issues have been addressed by the business. As a neutral third party, the Better Business Bureau cannot ask or require the business to agree with the consumer, only that they address the consumer's concerns. Please see the attached BBB Service Guide for a complete list of what the Better Business Bureau offers.
Additionally, responding to consumers concerns does not necessarily mean offering anything, it simply means providing their position on the matter, which is all that the BBB can require. We understand that you do not consider the matter resolved and the notes of your case reflect your dissatisfaction and experience. For confidentiality purposes, we do not share the nature of complaints or specific information about customers who filed complaints.
Sincerely,
Rebekah Crowley
Bureau Services Consultant
rebekah@thebbb.org
Direct fax 206-436-5429
****************************************************************************
City of Alexandria, Virginia
Citizen Assistance Office
Consumer Affairs Division
P.O. Box 178
Alexandria, Virginia 22313
They have sent me a copy of a letter that they sent to VanGuard. The letter was dated July 29th and VanGuard was told to respond to their office within ten days. I currently have not received anything.
*******************************************************************************************************************************************
Washington State Attorney General
Consumer Resource Center
Seattle - King, Snohomish, Clallam and Jefferson Counties
900 Fourth Ave. Suite 2000
Seattle, WA. 98164-1012
Telephone: 206-464-6684
Fax: 206-464-6451
They have copied me on a letter sent to Holland America. I will update when I receive any response.
******************************************************************************************************************************
I have also sent a letter along with all documentation to my credit card company requesting a credit for a portion of the total charged. I received a response from them today. The following is an excerpt from the letter:
Thank you for your recent inquiry regarding your credit card account.
We are writing concerning your dispute about the charge from Vanguard Tours & Cruises that posted to your account on February 27, 2004.
Due to the nature of your dispute, we will need a copy of a valid credit slip from this merchant in order to pursue any type of credit on your behalf. We do understand that you were not satisfied with your trip with this merchant, because you did receive the services provided, we are unable to remove the charge from your account in any amount without a credit slip from the merchant.
Also, federal credit card regulations require that we receive written notice of any dispute within 60 days of the date of the statement on which the charge first appears. This time limit is explained on the back of each monthly billing statement. We received your letter about this charge on July 26, 2004, which is beyond the 60-day time limit. As a result, we regret that we are unable to help you.
Sincerely,
Elizabeth George, Financial Service Advisor,BankOne
Question: Since VanGuard billed for the total 90 days prior to the tour date of 5/28 how would I make "a written notice of dispute within 60 days of the date of the statement on which the charge first appears" if the service had yet to be rendered? You be the judge on whether this is coincidence or if VanGuard, Holland America, and credit card companies are aware of this.
I am still going to pursue it by forwarding my VanGuard invoice along with some degree of logic as to the inability to dispute a service prior to the service actually occurring (maybe I need a crystal ball).
Also, the agencies below are suppose to "light a fire" under your credit card company if they don't respond to your issues. Again, responding can simply consist of sending a letter stating "dream on".
Customer Assistance Group
1301 McKinney Street
Suite 3450
Houston, TX 77010
FDIC Headquarters
Telephone number: 202-736-0000
Mailing address: Federal Deposit Insurance Corporation
550 17th Street NW
Washington, DC 20429-9990
Area of responsibility: All insured banks
Board of Governors of the Federal Reserve System
Division of Consumer and Community Affairs
20th and C Streets, N.W., Stop 801
Washington, DC 20551
For further information you may call us at (202) 452-3693
How to File a Complaint
Before writing or calling the Federal Reserve, we encourage consumers to try to settle the problem with the financial institution first. This may involve directly contacting senior bank management or the bank's customer service representative for assistance. If you are still unable to resolve the problem, you may file a written complaint with the Federal Reserve including the following information:
Your name, address and daytime telephone number, including area code;
Name and address of the bank involved in your complaint or inquiry;
Your bank or credit card account number;
The name of the person you contacted at the bank, along with the date, if applicable;
Description of the complaint.
State what happened, giving the dates involved and the names of those you dealt with at the bank. Include copies of any letters or other documents that may help us to investigate your complaint. Please do not send original documents, copies are preferred; and remember to sign and date your letter.
It's important to give us as much information about the problem as possible; this will assist us in providing a quicker response to you.
Marcie
Glen Allen,Virginia,
U.S.A.
Vanguard threatens to sue me ..list in detail everything that VanGuard does not take responsibity for leaving only one thing out: charging my VISA account.
#18Author of original report
Fri, July 30, 2004
I just received the following letter via registered mail from VanGuard Tours:
We at VanGuard are very surprised and disturbed to learn of your posted complaint on Rip-Off Report.com. As a company that prides itself on customer service, we are outraged that you would attempt to publicly smear our good name, especially in light of the fact that none of your problems are a direct result of VanGuard and especially in light of our extended efforts to plead your case to Holland America.
Your complaint alleges that VanGuard in some way cheated you. However, after reviewing your detailed complaint, it is evident that your frustration has been misdirected towards VanGuard. If you review the material (literature, website and video) that you received from VanGuard, you will note that every part of the package explained to you and promised by VanGuard was in fact delivered. When we sold the program to you, we made it clear that the program was to be hosted by Holland America and not VanGuard. In fact, VanGuard never promised to have a VanGuard staff member escort you.
As a result, none of the items that you attribute to VanGuard-the buses, the lack of seats in the hotel, the poorly guided tour, the rude staff members, etc.-are attributable to VanGuard or a VanGuard staff member. Rather, each of your complaints relate to a Holland America staff member, a Holland America tour, a specific hotel, a bus or a tour organized by Holland America.
When you started experiencing problems, we wish you would have contacted us on the toll-free phone number which we provided to you and which we encourage people to call. If we had been informed of your problems, we could have attempted to immediately fix them. However, since you failed to contact us until after the trip was over, we were not given the opportunity to assist you. Since contacting VanGuard with your frustrations, we have been in contact with Holland America and used our best efforts to make sure that Holland America compensates you in any manner which they are able to. In addition, we have expressed our disappointment to Holland America, with whom we have worked closely over the years.
Because none of your frustration is directly attributable to VanGuard or a VanGuard staff member, we would appreciate your immediate retraction and removal of your posted complaint against VanGuard and the VanGuard staff. If you do not remove your complaint from Rip-Off Report.com within 48 hours of receiving this letter, we will be contacting attorneys to determine what legal means we may take in order to protect ourselves and our good name from your smear campaign.
Sincerely,
Frank W. Barnes
President
xc: Barbara Stephano, Esquire
=============
Per my original letter, many representatives were contacted DURING the trip to express my frustration. Since, as Louise told me when arranging the trip and per your letter above, VanGuard has "worked closely over the years" with Holland America I was sure that VanGuard was being made aware of my complaints as they were occuring. Maybe you don't work as closely as you think. You list in detail everything that VanGuard does not take responsibity for leaving only one thing out: charging my VISA account. This was performed superbly.
Marcie
Glen Allen,Virginia,
U.S.A.
Holland America's Response
#18Author of original report
Fri, July 30, 2004
Dear Marcie,
Thank you for the letter regarding your ms Ryndam cruisetour on May 26, 2004. We truly appreciate the valuable feedback you have provided us.
On behalf of Holland America Line, we sincerely apologize for the long lines and disorganization that you experienced at some times through the tour. Please be assured that Vanguard has also been in contact with us to relay the issues that have been passed on to them with regards to the tour. Additionally, our senior management has made adjustments in our operational procedures for large groups. We realize this does not erase the frustration you and the others in the Vanguard group experienced, however, we wanted to let you know that these issues are not taken lightly and are not normal for our tours. Additionally, they are certainly not up to our high standards.
We understand that you experienced long lines. Again, we are truly sorry for the time you had to spend in these lines. We agree that there should have been a process to make this wait as short as possible so that you could relax in your free time.
We need and appreciate your constructive criticism in order to insure that we address and recify any area where our service is less than our commitment to a "Tradition of Excellence." I can assure you that your experience is being reviewed by the appropriate senior management so that we can learn from our mistakes-not repeat them, and improve our facilities and services in Alaska. Please be assured your experience was the exception and we have gone to great lengths to ensure these tours live up to Holland America Line's standards.
In an effort to show our concern, we would like to extend a Future Travel Discount to you in the amount of $600.00 total. The value of this certificate may be applied to a new reservation on any Holland America Line cruise or cruisetour, and is combinable with any other applicable discounts. The Future Travel Discount will be mailed under separate cover, and will arrive in approximately three weeks.
Beyond our sincere apology and commitment to improve, we hope to earn your trust and confidence to sail with Holland America again in the future. We want to demonstrate the level of service, which you deserve and should expect from Holland America Line.
Thanks you again for taking the time to provide us with your comments. We look forware to serving you again in the very near future.
Very Truly yours,
Debbie Hassinger
Special Advisor
Office of the Chairman
cc: Gaye D. Frieary
VP Operations
Vanguard Tours & Cruises
cc: Tiffany Bergman
Supervisor of Customer Relations
Holland America Line
$10,222, one half of my family's vacation simply horrible, and an offer for a $600 discount on future travel......ponder that one.
I want to clarify something that seems to be a theme in both written and oral responses from both VanGuard and Holland America: I purchased a "cruise-tour" for three people (my husband, my mother-in-law, and myself). I did not purchase a "cruise-tour" as three of over 200 people in what keeps being referred to as "The VanGuard Group". Although I realized we were not going to be the only three people on any given "motorcoach"(its a bus), I did not expect to have to fight my way onto one of five buses multiple times a day. As on other tours, I expected to be assigned a bus; get to know some of my fellow passengers that I would see everyday as human beings (not the animals we had been reduced to); and have seats rotated so no one would always have to sit in the back of the bus. This would have minimized the hysteria surrounding boarding. As it was, more time was spent loading and unloading buses than was spent at any given site. This leads me to the following: I also want to make it clear that the first "week" on ship was satisfactory. It was the second half of the trip on land which was a disaster. I don't know if Holland America is new to land tours or if they were expecting VanGuard to provide one tour guide per bus (there were NONE for the 200+ people/five buses). None of this should have been my problem.
Marcie
Glen Allen,Virginia,
U.S.A.
VanGuard's Response. we are making their top executives aware of the details of their shortcomings
#18Author of original report
Fri, July 30, 2004
Dear Marcie,
Please be assured that your recent experience with Holland America on your Alaska Cruise-Tour was not acceptable and we are making their top executives aware of the details of their shortcomings. Your report came as a shock and surprise to us. Alaska departures this year, prior to and after your departure, reported no major problems. We have dealt with Holland America Line for over 30 years and have never experienced anything like this.
The cruise-tour you pruchased was a package entirely hosted by Holland America from arrival in Vancouver through your departure in Fairbanks. As your booking agent, VanGuard has always offered this program with the greatest confidence and has not found an escort to be necessary. An escort would unnecessarily increase the cost of your trip and could not have prevented the many difficulties with the motorcoaches.
The shortcomings you experienced in the various components of Holland America's package were unusual and certainly not up to the usual high standard we have come to expect from them. As a valued customer, we will continue to give you assistance in forwarding your complaints and compensation requests to the appropriate people at Holland America Line.
Sincerely,
Frank W. Barnes
President
Essentially, VanGuard takes no reponsibility other than collecting their money. I paid VanGuard NOT Holland America. The service they were willing to provide for over $10,000 was to address an envelope to Holland America, stick a 37 cent stamp on it, put a copy of my letter inside and mail it (I had already done this myself).
Marcie
Glen Allen,Virginia,
U.S.A.
Vanguard address correction and Holland America address
#18Author of original report
Wed, July 21, 2004
VanGuard Tours & Cruises
601 N. Fairfax St., Suite 450
Alexandria, VA 22314
(703) 684-5060
Holland America Line Inc.
300 Elliott Ave. West
Seattle, WA 98119
(206) 281-3535
Marcie
Glen Allen,Virginia,
U.S.A.
Vanguard address correction and Holland America address
#18Author of original report
Wed, July 21, 2004
VanGuard Tours & Cruises
601 N. Fairfax St., Suite 450
Alexandria, VA 22314
(703) 684-5060
Holland America Line Inc.
300 Elliott Ave. West
Seattle, WA 98119
(206) 281-3535
Marcie
Glen Allen,Virginia,
U.S.A.
Vanguard address correction and Holland America address
#18Author of original report
Wed, July 21, 2004
VanGuard Tours & Cruises
601 N. Fairfax St., Suite 450
Alexandria, VA 22314
(703) 684-5060
Holland America Line Inc.
300 Elliott Ave. West
Seattle, WA 98119
(206) 281-3535
Marcie
Glen Allen,Virginia,
U.S.A.
Vanguard address correction and Holland America address
#18Author of original report
Wed, July 21, 2004
VanGuard Tours & Cruises
601 N. Fairfax St., Suite 450
Alexandria, VA 22314
(703) 684-5060
Holland America Line Inc.
300 Elliott Ave. West
Seattle, WA 98119
(206) 281-3535