Details of my issue with ims:
RE: US Federal Communications Commission and Mexico Board of Tourism and Krystal Resort Cancun consumer complaints
To whom it may concern,
I received a notification via email today November 26, that I had made a request to cancel my vacation booked on November 24 with Fun and Sun Vacations for the travel dates of December 25 - December 30. I did not request a cancellation of my vacation. Your company and/or its resort partners made an error when booking my vacation reservations. I booked a vacation with your service in good faith based on your internet advertisements and information found on your company website.
I was informed that the dates had been oversold and that no other resort partners were available to absorb my booking through Fun and Sun Vacations. This is not in line with the information I received directly by your agents on the phone, and not inline with the information found on your website. No black out dates were mentioned on your website, nor any caveats that would indicate your company is advertising and selling vacation packages that were in fact not actually available per your advertisements and per your agents acceptance and confirmation of my booking at the time of phone verification. I have an audio record of the confirmation call with a Fun and Sun Vacations agent where she states that there is one room available at Krystal Resort per your advertisement and my vacation date request, and that the room was booked under my name and the reservation number provided by your organization and that it was okay to book my air travel. The cancellation of my vacation booked at Krystal Resort, Cancun was not as a result of my request to cancel as indicated by Fun and Sun Vacations in the email message I received today. The cancellation was involuntary and due purely to your organization's error with handling my reservation.
I realize that mistakes are made even under the best intentions, but this mistake comes at a sizable monetary expense for myself and my family as we have booked our air travel for the dates as per the confirmation and reassurance of our vacation booking through your organization. When I called to refute the claim made in the email (see thread below) that had requested a cancellation of my vacation booking with Fun and Sun Vacations, I was treated poorly by your customer care representative, Manuel. I also asked to speak with a supervisor and was not allowed to do so. I was informed by your customer care agent that supervisors only handle "urgent matters." I expressed that I felt the expense incurred under Fun and Sun Vacation agent guidance was an urgent matter and was then dismissed and told that I could not gather contact information for management who may be able to assist me in making other resort arrangements for myself and my family as we cannot exchange or refund our flights. The call finally resulted in the agent dismissing my requests for help and dismissing concerns as unimportant. He then he disconnected my call. I'm sure you'll agree that this is absolutely not an acceptable way of handling customer issues or notification of management and business inquiries.
At this time, we are requesting that Fun and Sun Vacations issue a full credit in writing for an identical 5 star, all inclusive package vacation at no charge to be used at our booking convenience if and when we are again available to include Mexico in our family vacation plans. This full credit would be viewed as a show of good faith on the part of Fun and Sun Vacations in response to your organization's website and service provider errors, and the lack of customer service skill or attention to detail shown by your agents as it has negatively affected the quality of your business dealings with consumers.
It should also be noted for reference by your company and it's stakeholders that this type of internet sales activity is viewed as predatory and considered highly illegal and monumentally sensitive per the US Digital Millennium Act as a matter of consumer safety.
A unfavorable response or non-response within 24 hours to this inquiry will result Fun and Sun Vacations violations being reported directly to Krystal Resort Management and stakeholders, the US Attorney General's Office, The Federal Communication Commission's bureau of predatory internet crime investigation, and the office and to the Mexican Board of Tourism. This is standard procedure in the course of filing a judgement to investigate for the purpose of exploring a cease operations order for any and all predatory internet sales sites, false claims advertising of goods or services on the internet in the US, or for websites that are predatory in general nature toward US consumers.
For your reference, please also see this site with many consumer complaints who would be willing and prepared to file a class action law suit on behalf of the people of the many US consumers who have been affected by the predatory practices under license of IMS Vacations implicating Krystal Resort Cancun: http://usacomplaints.com/IMS-Vacations-Complaints/complaint/business/Business_ID/display/152151
Please be in contact to confirm your receipt of this communication and with your response to my request for a show of good faith by Fun and Sun Vacations in light of your organization's errors and poor judgement.
On Nov 26, at 2:08 PM, Fun and Sun Getaways wrote:
We have received your request to cancel your vacation, please be assured your credit card if charged will be refunded promptly and it could take 14 to 20 business days to reflect on your bank statement. You do not need to take any further action. However, if your plans change, please feel free to call our vacation specialists at 1-888-481-9660 and they will assist you in rebooking your vacation.
Regards,
Fun and Sun Getaways Customer Service
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