Complaints

• Initial Complaint

  19/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi there. My wife and I purchased a travel club program back in 2008 (contract ********) (which side note we did never receive our full copy of this until sent by email last week). We fully paid that off which was $20,000 Interest free over 10 years ago. We are not using the travel club as anticipated and we know as per the contract that we had 10 days after signing up to fully cancel. We are not looking at getting any money back from buying into the travel club ($20,000) as that time as long past due and we know we are just out that money. However we were paying monthly fees to Paradise Canyon ($21) as per ******** contract as well. I sent my original E-mail dates Aug 27th to the company and no response. I sent another E-mail Aug 2 or 3rd thru the company website (that I do not have a copy of) and asked to cancel our monthly fees only not the full membership as that is not even up for debate. As per all ******** communication thru E-mail they say there is a 30 day in house policy that we will still and have been charged for September 2022 fees. Again as per all ******** communication and signed contract is does not state anywhere regarding this 30 day policy only as per *************** communication he says in house policy. I tried multiple times to first ask for the written portion regarding the 30 day policy and all he provided was our signed contract with it states the 10 day cancel policy for the $20,000 however nothing regarding this so called 30 day policy. I/we are looking for both a refund of $21 and an apology. At the end of the day the $21 is not the end of the world it is the principle of this is not in writing or what we would have signed and as per their own words in house policy. Any further information needed please feel free to reach out. Thank you in advance. Thank you.

  Business response

  19/09/2022

  The request to cancel was received by me on September 16th, after the charge had already been processed. As a result there is nothing I can do. However, I have accepted the members request to cancel their membership and will not be charging anything going forward and will be cancelling all affiliated membership as well.

  Thank you.

  Customer response

  20/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:  As per ******** as well as original complaint I had sent original request Aug 27th and another one A week later. Just because they say they didnt receive them before the 16th is not my error and I/we should not be charged because of someone elses error. If they are unable to reverse the charge an E-transfer for the $21 will be sufficient. Thank you. 
  
  Sincerely,
  
  ***********************

  Business response

  21/09/2022

  Unfortunately the supposed email sent on August 27th was sent to the wrong email. This mistake was corrected on September 16th that is when I received the email and acted accordingly.

  Customer response

  22/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am tired of explaining my proven written documentation. E-Mail is the one on the website that has been used before.  Business is just trying to come up with excuses.  No further explanation needed than already provided. Thank you 
  
  Sincerely,
  
  ***********************

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