My husband and I purchased the "Fun for Life" vacation package on April 29th, 2007 through the agent Anne.
We were advised that our website would be activated within 3-5 business days and yet was not activated until the 10th business day. We had left messages with the office several times from the 5th business day until the 10th and were hard pressed to reach someone in person. We asked that the receptinionist call us back as we would like to cancel our membeship. Our messages were constantly redirected to in-boxes and never returned. These messages stated my frustration with the service and wanted to speak with someone in person re canceling.
Upon seeing the website on the 10th day; we were disappointed and angry. It was noted however, that this was a convenient date of activation, given the 10 days I had to cancel. On the 10th day we called several times until we spoke with Brian in person, giving him notification of our desire to cancel and expressing our frustration.
Our reasons for canceling were very simple. We felt scammed, cheated and lied to. The presentation was not accurate, as we discovered on the 10th business day when our website was activated. What had been told to us in regards to the services and prices offered were not accurate.
We let Brain know that we were not satisfied and wanted to cancel our policy. Brian assured us that we could "consider the notification received" and we faxed in our cancelation letter. He went on to ask that we give him time to look up special offers in realms that interested us, but again assured us that the 'official notification' had been received, if we wanted more time to think about it. I informed him that we were not interested in any more offers. Brain informed me it would not take any latter than 15 business days to receive the check.
He asked that we give him some time to look into other possible venues.
I was redirected to Pamela when I called back later that day to ensure that the cancellation was being completed; advising that we do not want any other possible options and that Brain had assured us that "our notification had been recieved". I shared our initial concerns and our conversation with Brian, she informed me that our check for 11, 000 would be issued and received within the 15 business days- brining us to June 7, 2007 at the latest. I asked when she intended to send the check and Pamela responded that the check would be sent out on June 1.
Since this conversation, which occurred on May 18, 2007, we have considered our relationship with "fun for Life" to have been closed as we were promised our check in the mail. I left messages on June 1, reminding the staff that the check is to be mailed and again left our address on the machine. After not hearing any confirmation that this check had been sent out, my husband and I called several times the week of June 4. We had no reply to any messages left June 1 and forward.
As pertaining to my conversation with Ursula on June 11, we are very frustrated to say the least and are considering both public and legal action due to the dishonestly of the original proposition, the mixed messages the staff have given out and the difficulty in having our concerns addressed and now the refusal to give back the money that we had paid, despite being assured that notification had been given. I have detailed phone records and notes of conversations that correspond with the last 7 weeks of interaction.
I have again faxed in a letter stating our position and desire to have a refund and our policy canceled and was advised by Ursula on June 13 that her superiors would not be willing to do this, but would give us extra trips for the inconvenience. Again I turned them down. I asked for her superior's name and she informed me I would have to speak with Mr. Hendrix.
Since then I have left messages almost daily with Mr. Hendrix and have received no reply.
Jenn
Bradford, Ontario
Canada
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