1/1 Received mail explaining vacation package, called phone number enclosed, signed up for vacation package giving credit card number, $698 was charged to credit card account, given one year to take trip. 8/1 called to renew (extend) the date trip expired, upgraded package with credit card, $898 was charged to credit card account, given 18 months to take trip.
12/12 began to plan trip details, spoke with relatives about trip, was shown this web site. Where a search brought up multiple (around 300 on this ONE website) complaints. Called on 12/15 and attempted to cancel whole package due to personal issues, was informed it was asked MULTIPLE times to extend trip by Lisa Schieve, a customer care rep, after declining many times (about 7 minutes of elapsed time) she informed me it was non-refundable. I asked for supervisor and was given Tara (x4044), discussed same matters with her and she also asked MULTIPLE times to extend, and gave the suggestion to give away or sell the trip, told me it was non-refundable and my only options were to sell or give it away.
12/15 called credit card company and disputed charge to card, was informed that my account was credited, and I will receive notice if they have to re-charge my card, suggested I send ALL material back to Ramada certified mail.
12/15/03 after more research on the website and the advice of credit card company I called Ramada back to get a mailing adress for Dan Lambert (VP Ramada Plaza Resorts), asked to speak to Tara (x4044), the rep (Walfrie) asked me for my reservation number, I gave it to him and asked to speak to Tara. He then asked me what the call was concerning, I replied "my account", and asked for Tara. He asked if he could help with anything, I said no I would like to talk to Tara, he said she was "unavailable" right now, I told him to take a message, I gave my name and number, along with the hours I could be reached. I received no call.
Called Ramada again 12/21 to obtain mailing adress, Mark answered, I asked for Tara, gave Mark the reservation number, and he informed me that $898 had been credited to my account. This was curious because Tara, the supervisor, had informed me that the trip was NON-REFUNDABLE, and my only options were to sell or give it away. So I asked for Tara anyway. While on hold I inquired about the remaining $698, and Mark told me it was applied to the upgrade along with the $898. I asked why it was not credited and he informed me that it was originally for a different package, and to "keep the money with the company" I upgraded, and when the $898 upgrade was refunded the $698 was forfeit.
Tara answered and I received the mailing adress for Dan Lambert. I asked how my account was credited if it was non-refundable, and to my absolute shock she told me that she had refunded it as per the phone conversation on 12/15. I informed her that she left me with the answer that it was non-refundable, and I knew my options. She asked me to hold a second, pulled up the record and said that "the account was refunded by your bank". I said so YOU didn't refund it, it was refunded because I disputed the charge I basically caught her in 3 lies: the trip ISN'T non-refundable, she DIDN'T refund it, and she DID have the ability to do so. She said yes. This strikes me as weird, she first told me it was non-refundable and there was nothing she could do, but then she says she refunded me the money.
I asked her about the remaining $698, and she told me it was non-refundable by HER (what a shock), I asked if she was leaving the phone conversation with that statement as being true, and she said yes. I asked if there was someone who I could talk to who had clearance to refund it, she replied "no" and hung up. More when I get more.
Justin
river falls, Wisconsin
U.S.A.
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