I originally contacted the company at 888-905-0323 after seeing a fax for a "two for one" vacation special with a 6 day / 5 night stay in Jamaica, and an additional 5 day / 4 night stay in the Cayman Islands. I spoke with Chase at extension 306 who explained that if I provided a credit card at that time I could lock in a price of $199 per person (for two people total), but that my card would not be charged until I signed an electronic receipt. I requested and was promised that confirmation of check-in and out dates for both stays, the location and details of each resort I would be booked at, and etc would be send to me immediately, as I was unable to write down those details at the time. I was assured that I would receive the confirmation details BEFORE signing the receipt. I was then transferred to a "Tonya" (sic) who took a recording of my name, card number, address, etc, but who now alluded to a sales presentation that I would have to sit through and various new fees that Chase had not described. I once again confirmed that all details would be sent to me in writing BEFORE I signed any receipt or documentation.
That evening I received only an automated email from echosign.com asking me to electronically sign a "receipt" (see attached png image) that contained none of the requested details. I do see "DOT: 8/8" and "6/5 All Inclusive" but these do not mean anything, and do not amout to the confirmation/guarantee I am seeking and was promised. I also see additional fine print verbiage about charges, fees, taxes, etc that were never represented to me when I provided my card number. I again contacted Chase that evening explaining that I needed the details on the dates, resort name and location, sales presentation time date and location, etc. He said he would get "the email" out to me right away.
On the morning of Mar 23 I noticed two the charges from Cancun Luxury:
" cancun luxury 3.98 2.61 travel cancun qroo mx: atm fee "
" cancun luxury 498.00 "
And again contacted Chase, who referred me to their "billing department" who claimed to know nothing about an ATM fee, and apologized if there was a clerical error about charging my card too soon. I again requested from each party I talked to the above mentioned travel details, and was once again promised by Chase that it would be sent to me.
Since that time I have only received email requests from echosign.com reminding me that I am supposed to electronically sign this "receipt". The most recent one received 31 Mar at 8pm Central time, proving that I have not signed "e-signed" this "receipt". I have also received numerous phone calls from verious personnel at Cancun Luxury reminded me to electronically sign the receipt. When I explain that I cannot and will not e-sign any document until and unless I have exactly what they are promising in return in writing. Each time I am promised that the details will be "emailed right away", "sent right away", etc. No email, no postal mail, nothing has been provided by Cancun Luxury / Best International Vacations to date.
On 30 Mar at 4:02 central I made further attempts to contact the company on all three contact numbers I had for them: 888-905-0323,866-461-0663 (which I got from their website www.bestinternationalvacations.com), and the "customer service number" 888-226-8902 that I am now getting referred to by each person I speak to. This last number has never once had a live person answer despite my dozen or so attempts to call within their given business hours. Each time, the call is hung up on in 1-3 minutes. My final call was again to Chase at ext 306 explaining that the package should be cancelled and the charges reversed. He insisted that since the package is "non-refundable" that he could not do that, and again tried to send me to the 888-226-8902 number.
My bank did file the dispute correctly, but VISA came back with an upholding of the charges. Once I got a full report of the dispute in the mail it was clear why: They had printed out the echosign.com form that I was supposed to electronically sign and wrote in my name under signature. Fortunately, I sign all of my documents the same way and this was no where close. Also, the echosign.com receipt could still clearly be seen to be unsigned online even after the dispute came back. This, plus the fact that the phone number and recording number for the recorded transaction that they claimed to have was no longer available meant an easy case for my bank to resolve in my favor. All in all I'm not out any money any more but a lot of wasted time on my part...
I have done internet research on this company and have found many other complaints of fraud, misrepresentation, unfulfilled promises, and "dead end customer service":
Http://usacomplaints.com/directory/cancun-luxury-travel. Aspx
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