I have experienced a similar problem with obtaining a refund from HMG. I specifically asked the customer service representative at the time of purchase if I could refund the package, and was assured that I could. However, after following the refund instructions, I was told it would take 6-8 weeks for a refund. It has been 6 weeks, so I called HMG and spoke to Doug AAron. He informed me that, even though the customer service representative assured me that I could refund the package, and even though there were refund instructions on the package, my package was non-refundable. I could extend it for a year or transfer it, but not refund it.
He basically told me that no one ever buys a package intending to refund it. We were planning to go over our children's spring break, but my husband was informed that he is not allowed to take the time off. So, we decided that we just wouldn't go. Apparently this was not a good enough reason for Doug.
I called our credit card company, but I made the fatal error of not copying the refund policy from the package before I sent it back. Had I copied it, the credit card company would have refunded my money and taken care of the issue. I believe that now I'm stuck with a package that I probably won't use, and I intend to file a complaint with the Orlando Better Business Bureau.
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