ComplaintsforSundance Vacations, Inc.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I were told we won a free trip on 8/19/21 and were told to come into the Sundance office in parsippany NJ  on 8/20/21. We were talked into sitting in a presentation about their vacation packages and then a one on one with one of their sales people. ****** ************ coerced is into signing a contract for one of their packages without giving us the full details. She told us that our monthly payment interest would be part of the total $15000 that we have agreed to pay. We took a look at the paper work after we got home and this isn't the case. They told us that vacation on their website would be $199-$399 per week but once again this isn't the case. There are some vacations worth more than $599. Some of the places the advertised on their presentation are not available on their website. In all we feel like we were lied to. We would like to be let out of our contract with Sundance and receive our deposit of $3000 which is currently pending back from Sundance.

  Business response

  09/23/2021

  September 23, 2021 
  
  Thank you for your letter dated August 24, 2021 regarding **** *********. I was sorry to hear that ***  ********* felt that the details of his Vacation Program Agreement were not adequately disclosed,  particularly regarding the financing arrangement he entered into, and the fees associated with travel. It is one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking  place, and we strive to communicate, both verbally and in writing, all information in a manner that is easy  to understand.  

  In his letter to your office *** ********* claims that the reservation fees associated with travel through  his Vacation Program were not disclosed accurately, but it is our position that these fees were covered in  great detail, as outlined in the sections of the Agreement copied below. I have also enclosed copies of the  pertinent pages of the Agreement for your reference, and we ask that you notice that *** ********* signed these documents to indicate that he understood their contents. While it is unfortunate that ***  ********* did not fully understand the fees associated with travel, we feel that these excerpts from the  Agreement provide ample evidence that he was not “lied to” by our staff.
  
  *** ********* also claims that he was misled regarding the financing of his Vacation Program, saying  that he was told “that our monthly payment interest would be part of the $15000 that we have agreed to  pay.” We again feel that this claim is without merit and contrary to both the efforts undertaken by our sales staff and the details of *** *********’s Agreement. When *** ********* purchased his Vacation  Program, he chose to take advantage of the Installment Payment Option as seen in the copied section  below. We further ask that you note the sections below, which define these arrangements and detail the  associated costs, and the attached documents which show *** ********* signing and/or initialing  electronically to indicate that he understood their contents. 

  Upon receiving your letter, we reviewed *** *********’s account and discovered that we had already  brought this matter to an amicable resolution. During a phone call on August 21, 2021 (several days  before receiving the letter from your office) a representative from our Customer Care team agreed to honor *** *********’s request and cancel his Vacation Program, which relieved him from responsibility  for the $15,000.00 of principal still owed. We sent *** ********* our standard Termination Agreement and he returned the executed document to our office, effectively releasing both parties from their  contractual obligations. No payments were processed, so no refund was due. Our records indicate that  *** ********* was satisfied with this resolution. 
  

  We trust this resolves this matter and ask to be notified if anything further is required. Should you have  any questions regarding this or any other matter, please contact this office at (************.  
  

  Sincerely,

  Ed C******** 
  Sr. Manager, Customer Care

• Initial Complaint

  08/18/2021

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I joined Sundance vacations on June 2021 and started making payment for 2 months already. I'm going through financial hardship and called them to cancel my contract and I'm devastated to find out that this is THE BIGGEST SCAM EVER. I was told that not only I can't cancel the contract but I have been paying an interest rate of 9%. I'm discussing and feel cheated that all these information were hided from us when you signed the deal back in June. I want to cancel the contract especially when I never used the service and I want people to be aware that this is a hoax. I'm extremely disappointed and would like to get my money back.

  Business response

  09/13/2021

  September 13, 2021 
   Thank you for your letter dated August 18, 2021 regarding ****** *****. I was sorry to hear that **** ***** felt that the details of her Vacation Program Agreement were not adequately disclosed, or that she  was confused about the financing arrangement she entered. It is one of our main priorities to ensure that  all information is fully disclosed prior to any purchase taking place, and we strive to communicate, both  verbally and in writing, all information in a manner that is easy to understand.  
  In **** *****’s letter, she claims that she was unaware that she was financing her Vacation Program,  writing: “I have been paying an interest rate of 9%...all these information were hided from us.” We feel  that this claim is entirely without merit and contrary to both the efforts undertaken by our sales staff and  the details within **** *****’s Agreement. When **** ***** purchased her Vacation Program, she  chose to take advantage of the Installment Payment Option as seen in the copied section below. We  further ask that you note the sections below, which define these arrangements and detail the associated  costs, and the attached documents which show **** ***** signing and/or initialing electronically to  indicate that she understood their contents.
  
  While it is unfortunate that these details eluded **** ***** when she reviewed the Vacation Program  Agreement, the disclosure of this information is clearly an indication that her claims that our services  represent a “scam” or a “hoax” are without any factual basis and we ask they be discounted in their entirety. 

  Upon receiving your letter, we reviewed **** *****’s account and discovered that we had already  reached an amicable resolution to this matter. During a phone call on August 18, 2021 (the same day as  your letter to our office) we spoke with **** ***** and attempted to assist her with the financial  difficulties she was having, but our records indicate that she terminated the call before we could reach a  resolution. The following day we again spoke with **** ***** and we agreed to honor her request and  cancel her Vacation Program, which relieves her from responsibility for the $13,888.76 of principal still  owed. We sent **** ***** our standard Termination Agreement, and when she returns an executed copy to our office her account will be effectively cancelled. Our records indicate that **** ***** was satisfied  with this resolution. 

  We trust this resolves this matter and ask to be notified if it is not considered resolved. Should you have  any questions, please do not hesitate to contact this office at (800)220-9400.  

  Sincerely,  

  Ed C.
  Sr. Manager, Customer Care 

  Customer response

  09/16/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  We never find an agreement. An email was sent to us with a non disclosure offer to terminate the contract. We responded to that email right away asking for a refund in order to sign the agreement and that was the last time we heard from them. They never answered to our offer and are now claiming that we found a resolution. All lies. I still stand up to my position. I want a refund of $1226.78 and proof that  all my financial information are deleted from that crooked company. I never allowed them to run my credit or accepted a credit with 9% interest rate which was never mentioned during the presentation by the way. I just don't know how these people can still operate and ripping innocent citizens of their sweat. These times are extremely difficult for us and everyone and I need my money. I'm attaching the email we sent to them since AUGUST 19 BUT NEVER HEARD BACK. 

  Thank you for helping. 

  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Me and my now wife 3/28/21 got a call from Sundance vacations in which they were offering us a week vacation for free in exchange for us listening to a presentation. We went there at the time and decided that we were gonna take their offer of vacations on exchange for money but after sometime I came to realize that it just isn't working for us and our ability to keep paying them just wasn't gonna work for is anymore. So I called 8/10/21 about cancelling my membership and the lady told me I can not just cancel my membership and which she offered to lower my payments which helps but in the end isn't good enough since I no longer want to use Sundance vacations cause I can't afford to pay them and take a vacation which is what I explained to the lady on the phone. On 8/17/21 I received a bill in the mail saying I owe 439 as a service charge which is outlined in the contract but in the end I just want it cancelled cause I can't afford it anymore.

  Business response

  09/13/2021

  September 13, 2021 
  
  Thank you for your letter dated August 18, 2021, regarding *** *******. I was sorry to hear that *** ******* felt that his purchase of a Vacation Program Agreement was proving to be a financial burden. It  is our stated purpose to provide our customers with quality vacations at affordable prices. 
  

  *** *******’ letter contains several references to the financial arrangement that was entered into on  March 18, 2021, along with claims that the Vacation Program is adding undue stress “cause I can’t afford  to pay them and take a vacation.” While it is unfortunate that this is the case, it is also clearly not the  fault of Sundance Vacations that this has occurred. We have spoken with clients in the past that have expressed that they were undergoing financial difficulties, and we have worked diligently with all of them in a fair and reasonable manner. To this end, we revised *** *******’ account on August 17, 2021,  relieving him of over $12,000.00 of principal owed in an effort to lower his monthly payment and interest  rate. It was our belief that this customer service effort was satisfactory to *** *******. 

  We later learned, however, that *** ******* was still not comfortable with his purchase, so on August 20,  2021, a representative from our Customer Care team contacted *** ******* and, in the spirit of providing  exemplary customer service, we agreed to honor his stated request and cancel his account completely.  We sent *** ******* our standard Termination Agreement, and as soon as he returns the executed  document to our offices his Vacation Program will be effectively cancelled.  

  We trust this brings this matter to a close and ask to be notified if it is not considered resolved. Should  you have any questions regarding this or any other matter, please do not hesitate to contact this office at (************. 
  

  Sincerely,  
  Ed C******** Sr.

  Manager, Customer Care

• Initial Complaint

  08/17/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/6/21, My fiance and I bought a "vacation package", but we believed that we were mislead. We paid a total of $4500 to Sundance Vacations. We believe we are within our rights to cancel our membership. We sent a cancellation letter on 8/9/21, which Sundance received on 8/11/21. They did not respond or return any monies paid to them. Our account number for Sundance is ********. We are sending another certified letter on 8/18/21 to contact them a second time.

  Business response

  09/13/2021

  September 13, 2021 
  
  Thank you for your letter dated August 18, 2021, regarding ******* ****. I was sorry to hear that *** **** felt that her Vacation Program was not satisfactorily fulfilling her vacation needs, or that she was in  any way “misled” about important details of the Vacation Program she purchased on August 6, 2021. It  is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in  writing, all information in a manner that is easy to understand.  
  Regarding *** ****’s assertion that they were “misled,” it is not possible to respond to such allegations  when no details are provided. It is our position that the details of the Vacation Program are well-covered within the sales presentation attended by *** ****, as well as the Vacation Program Agreement that was  entered into on August 6, 2021. 

  Since receiving your letter, a representative from our Customer Care team discussed this matter with *** **** and offered to assist with the future use of her purchased vacation weeks, even offering to reduce  the size of the Vacation Program to better suit her interests and needs. *** ****, however, made it clear  that she was not interested in continuing her relationship with us and refused to discuss the matter any  further. Considering these circumstances, we have decided to honor *** ****’s request and cancel her  Vacation Program Agreement, in spite of the fact that there is no right of rescission associated with it.  We sent our standard Termination Agreement to *** ****, and she returned an executed copy to our  office, effectively cancelling her Vacation Program. As a part of this cancellation, we also provided *** **** with a full refund of the principal paid on the Vacation Program. 
  

  We trust this resolves *** ****’s complaint, and we ask that you notify us if it is not resolved. Should  you have any questions regarding this or any other matter, please do not hesitate to contact this office at (************. 
  

  Sincerely, 

  Ed C******** 
  Sr. Manager, Customer Care

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