I bought a travel club package a while back, and was told that even though they're not supposed to be under the Consumer Protection Act of 2002, they voluntarily put themselves under it for consumer protection (they gave us a schedule A of their agreement which says so), and hence would honor the 10 day cooling off period should we (me and my wife) decide to cancel.
Details:
Purchase date: October 8 2006
Amount total: $6189 CAD - paid through credit card
Package: Platinum package (unlimited use of travel package)
On October 10 2006 I sent an email requesting cancellation of membership based on the Consumer Protection Act 2002 and their own Schedule A (10 day cooling off period). Fax and hard copies delivered within the 10 day period (hard copy delivered by hand on October 18 2006 with a witness to Mr. Lee Jackson).
On October 25 2006, I was called by Mr. Steve Speakman to come in and sign papers to get a refund. Spent an hour being bombarded by a sales person named Dave who kept on pressuring us and trying to sell us the package at lower prices. Finally got a Cancellation Waiver signed by me and my wife, plus Mr. Steve Speakman, saying that a cheque for refund will be issued within 15 days for the amount of $6189 CAD.
On November 10 2006 I sent an email to request the status of my refund with no reply.
On November 15 2006 I left a voice mail with no reply. I had to call in and spoke to Victor, he said process should be done before the end of the week.
On November 17 2006 I submitted a complaint through the Better Business Bureau and Ministry of Government Services - Consumer Protection Branch because there was nothing in the mail and no further updates from them.
On November 22 2006 I called and talked to Steve Speakman. He said that because I complained through the BBB, they are going to delay issuing my cheque for up to 30 more days. I then asked to talk to someone from corporate and passed me on to Lee, who seems to be taking on different roles at different times. He plain blamed me for complaining to the BBB and said it was a mistake to report it there, when it was them who broke their promise of a refund within 15 days without any communication with me even after the 15 days have passed.
At the moment, they say they're investigating through corporate (in South africa they say). I personally think there's nothing to investigate, just give us our money back and that's the end of it.
Any reputable business would've just refunded our money through the credit cards. It's clear they're just trying to hold on to our funds longer and make life difficult for customers who are asking for a refund.
Darrick
Mississauga, Ontario
Canada
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