I received a phone call from this company on March 27. They informed me "You've won a free cruise!" I talked w / the representative as well as my mother to make sure it was legitimate. We then went to a meeting to listen to their speech on their company and to talk about the trip and promotions. We then were told this would be a process but smooth sailing. We first had to register. We then had to wait a week or two for a response. After the response we had to send in our $198 deposit for any taxes on the trip we were made aware of. From there time went by and we received a second email that we now have to pick 3 dates for our cruise of 3 nights to the Bahamas (which was the package we selected out of many). We did so and then we were informed that if these 3 dates out of 10-15 that we chose from were in anyway not available that other solutions would be made available to me such as dates or whatever we need to do to accommodate you. I was informed that we would receive an email 45 days before our first travel date to book the trip. It is now mid-June and we received the email to call and book our trip. We were also informed to get our passports ready and purchased before the first date just in case that date was selected. We purchased our passports for $135 a piece. We had our money ready for the second fee. I called 6-25-12 to book the trip. It was all smooth sailing like she said until 6-25-12. I called in waited 20 min for anyone to answer. When the rep. Came on the line she said hold please, waited another 5-7 min. I verified my information with the rep (who never even asked me how I was, she was very rude right to begin with) She then tries to have me upgrade my cabin and book a hotel stay through their company and I understood this was probably her job and I just politely said no and then she said she needed to put me on hold to check travel dates. I waited another 25 min. She came back on the line didn't even apologize for not having any dates or anything and says no dates are available hold on while I check if any other are. I waited again 5-10 min. She says all we have is Oct. 26-29. I asked her this is all you have? She basically said take it or leave it or we'll refund you. I said to her out of all the 10-15 dates you even offered me one is available from Aug- March? I then told her what previous reps had explained to me and she started asking who told you that and I explained to the rep I'm not going to play he-said-she-said with you I know what was told to me and I asked for a manager since she was unwilling to help any further. The rep puts me on hold again 5-10 min. She comes back on and says he is available but I'll send you to his voicemail and he'll call you in 24 hours. I told her I would like to just wait on hold to speak with him or anyone available in management position. She then says he's it and I'll send you to voicemail. I have documented everything even kept the voicemail from the first rep that offered me this trip. She then says it'll be 24-48 hours for him to callback. I asked her now its 48 hours possibly? She said yes apparently you weren't listening to me. Murgery, the rep I spoke to, was the most disrespectful rep I've spoken to. I waited 24 hours and no response. I called the place myself to see if I could get a manager. The rep on the phone this call was nice and got my right to him, after waiting awhile. He comes on the phone right away w / attitude, probably from the very unhappy voicemail I left him to call me back, I explained to him you called me offered me this trip, I went from March-June doing every process, talking with reps, smooth sailing, paid all my fees, bought my passports, cancelled all my trips this summer and this is the solutions I receive? He then tried to make me upgrade and do a whole speech even on the terms. I asked why can't you help me here? He was unwilling to do anything for me and even lose my business.
I explained to the manager I was very disappointed in his company and I will be writing the better business bureau, he said ok. He was unwilling to even offer me anything else but one date take it or leave it. I asked him why can't you just offer me another package deal, he said because we only offer one period. I asked him so you're unwilling to help me period this one date is it out of all you offered me. He said yes and was willing to lose my business and told me no one called me. I told Richard I have the voicemail. He said we never called you, you called us. I told him two other family members of mine got this offer as well via you won a trip phone call. He argued back and forth they didn't. I have all documentation of voice mails and emails. I told him this is the worst customer service even from a manager I've ever received and he was unwilling to help me in anyway shape or form. You cannot tell me from March-June 15 cruise lines are totally booked and only one is available when I'm ready to pay? There would be a very different solution if I would've upgraded from what I heard. I asked for my refund and he said it'll take 10 business days and that was it. Not even a sorry. I will never be doing business with this company ever again, and they didn't only lose my business they lost at least 3 from the people waiting to hear how my experience went with Spirit Incentives. Manager again didn't seem to be phased. He acted like he could care less what I had to say and wanted ot move on. They were all about up selling and if I didn't then nothing is available. I did my part in this whole process and one date is it take it or leave it in their end? Not acceptable by any means. Not even willing to offer alternative solutions to keep a customer. I would've used them for many trips if this went well. I am highly disappointed in this company and service for ruining me time, money, and trips I cancelled for this one. Richard and Murgery from Spirit Incentives I am disappointed in. I got off the phone in tears on 6-25. I even told them I feel scammed. This whole situation was a scam.
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