Bought into scheme in 2006 and became Cheap Trips member. When I tried to use vouchers for travel, had to meet tons of conditions and pay more money. Never delivered on their promises, so I quit using them - at that time spent over $235 and got nothing for it. Solicited by phone again in May - offer was for TWO FREE COMPANION AIRLINE TICKETS - fly anywhere, anytime, any airline. I SPECIFICALLY asked if Southwest Airlines was included. I was told repeatedly yes by the telemarketer. I also made it clear I did not want to purchase any membership or any upgrade. The telemarketer specifically said I wasn't buying anything like that. $99 was charged to my credit card. When their people called to confirm the purchase the next day they told me that Southwest Airlines was not included and that I had purchased a VIP upgrade, and that once I got the packet I would have to meet certain conditions to get the FREE tickets (i.E. Buying a vacation package - which was NOT expressed to me in the initial solicitation). Numerous phone calls were made between May and October. I asked for an immediate refund with the second phone call. I was told repeatedly that the packet was delayed, and I was told by one rep that I would have to wait until I received the packet to start the cancellation process. Never got the packet. Then they told me I would have to make a phone appointment on a certain date between certain hours and talk to a guy named Chris to handle the refund. I pushed until someone finally told me I could go ahead and write a letter of cancellation, which I did in June. I kept my phone appointment in July with Chris - but Chris didn't show up for work and is no longer with the company. They received my letter of cancellation on 6/24/10 and told me they had started the refund process and I should have my refund by the second billing cycle which ended 8/24/10. Never received my refund. 10/1/10 talked to Teresa - she saw that they had received my letter on 6/24/10 but said the refund had NOT be processed as I was told - she could not explain why. She told me she would expedite the refund and I should have it in 7 days (by October 8). Still no refund. 10/22/10 - talked to Alma - she said the records showed that Teresa had expedited the refund but she could not explain why it had not processed yet. She said I would have to email the customer care supervisor to handle the matter. 10/22/10 Sent an email to [email protected] attaching copies of all phone conversations and my letter of cancellation. 10/25/10 received an email response asking me not to send attachments unless asked. The email said that packets had been delayed and they could now provide me a copy by email if that would satisfy my concerns. They completely ignored my request for a refund and my point that I had been repeatedly lied to! I responded ABSOLUTELY NOT - I want a full refund! Just received this response via email:
"Perhaps a resolution that is more of a financial benefit would be best in this case. We could send you a $150 Savings Bond that can be cashed in at your bank or local financial institution. As a CheapTrips member your travel savings is guaranteed - backed by a U.S. Savings Bond. Register for the guarantee, and use our services for one year taking full advantage of the lowest prices, discounts, and rebates available to you as a member. If you have not saved at least the cost of your membership, we will send you a $150.00 U.S. Savings Bond.in addition we would also e-mail you your VIP kit."
Unbelievable! So much for customer satisfaction guarantees!
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