About a two months ago, we received a few unsolicted e-mails informing us that we had "won" a free vacation. Of course, my husband and I assumed the e-mails were a scam. About a week later, as the family sat at the table for supper, the phone rings.
The call was from a rep. Named Jean of the Ramada Plaza Resorts. Jean asked why we had not taken advantage of the "free" vacation. I told her that we assumes it was either a scam or had strings attched (time-share seminar, etc...). Jean reassured me that we had legitimately won a vacation and that Ramada would not scam people.
I asked her why would Ramada give away a free trip to Florida. She stated that the Ramada Plaza Resort was new and not well known, so they were giving away trips to selected individuals as part of a promotion to draw in customers. Again, I was assured that this was a "free", "no cost" vacation.
I told Jean that Florida would be costly for my family to travel to Florida from the West Coast. At that time, Jean stated that travel arrangements would be up to us unless we agreed to accept an "$800 airline voucher" to be used with an agency affiliated with Ramada. She informed me that she could check on flight prices and tell me how much their agency would charge. At that time she put me hold.
When Jean returned, she stated that the $800 voucher would cover two individuals but if I wanted to bring my daughter along I would be required to pay the difference of $358 plus a $1.00 fee. I agreed to this arrangement... Free vacation at the Ramada Plaza Resort, free rental car, a complimentary week-end get-away, and a $800 travel voucher. Out of pocket expense...$359. Sounded too good to be true but it was the "Ramada". I beleived I was just lucky.
Until... A week later the forms came in the mail to reserve the dates. I was required to pay an additional $19 per adult person and a deposit of $50.00. Total expenses...$447.
Approximately 2-3 weeks after sending in the paperwork, I called the customer service number to confirm the dates since I had not received anything in the mail. The rep. Confirmed the dates of Dec. 26-30.
I proceeded to phone the Ramada afflitated travel agency to inquire about flights. I informed the phone rep that I had won a Ramada Vacation and that the flight was paid for with the $800 voucher and the $358 difference. The rep had no knowledge of the arrangemnt and informed me that I must have been mistaken. I told him I would call the Ramada Plaza Resorts and call hime back.
I immediaely called and spoke with "Anna". Anna proceeded to tell me that I misunderstood and that no one there would tell me such a thing. When I told her I had one the trip and the $358 was for the airfare difference. She said, "what you think this trip is free". You are getting all of this stuff for only $400 what else do you want".
I told her I wanted my money back. I had just returned (a day ago) from a week long family vacation in Hawaii, and I would have never arranged another paid trip. What followed was on slaught of ridicule and insults. Anna told me I was lying. After about 15 min of arguing she said she would transfer me to "Jackie" for a refund. Each phone transfer left me on hold for 5-7 minutes before speaking to the next person.
Jackie informed me she could cancel the trip. I said great. I'll get me money back. Jackie said no you won't but I'll cancel the dates and you can take the trip later. After going back and forth for another 10 minutes I asked to speak with a supervisor. So, I get tranferred to "James Agusma".
James Augusma gave me more of the same inappropriate attitude and refused to refund my money. I stated my case over and over to James. At this point I was extemely upset.
James promised to call me the next day by 1200 so that he could have the opporuntiy to speak with Todd (his supervisor) to get me a refund. James could not give me the last name of Todd his supervisor becasue he swore he did not know it.
James called my cell phone the following day at 12:43 and left a message. I called him back five minutes later. Apparently, James Augusma was not there so Alonso gets on the phone.
When I asked to speak with James or Todd, Alonso states, "look how may I help you. I am the floor supervisor and if you need something you are going to speak to me." I explained that I had spoken with many individuals and I should not have to tell my story again to a new person.
Alonso informed me that Todd was present but that he is a very important person in the company. Alsonso also stated that I had called a very important company, one of the biggest in the industry and that I had to talk with the floor supervisor because of chain of command. And becuase that is why she/he (it was difficult to tell) gets paid the big bucks!
By this point I apparently was irate, I know this because Alonso informed that I did not know how to talk to important people on the phone, and he/she was attempting to scream over me as if we were having a street brawl. I had realized I had fallen prey to a scam and that Ramada Plaza Resort was not voluntarily going to give me my $447 back.
Kendall
San Pedro, California
U.S.A.
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