Sears Vacations

After booking a cruise we had a question on some of the charges that came through on our credit card. We started by calling our assigned travel concierge with our questions.

She tried to track down the charges with the cruise department and after a long hold came back saying she did not see them as part of the cruise booking costs. She then transferred me to the finance department. After another long hold the women in finance tells me the charges must have come from the cruise department and tried to transfer me back to them. I stopped her by telling her I was just transferred to finance from the reservations team.

Suddenly (and almost immediately) she was able to find these charges (which comes across like she just didn't want to help me) and tells me they are agency booking charges for the cruise booking. When I tell her that these booking charges were never discussed with me she told me I needed to discuss that with the cruise department and transferred me back to them. After a 3rd very long hold, I was disconnected. I have since left a message with my concierge and am waiting for a call back.

I am concerned that I am being charged a booking fee...

which I now notice has happened on previous cruises but went unnoticed by me. I need to understand why I am seeing booking charges.

My bigger concern however is the very poor customer service policies your team uses when dealing with customer calls. I ran a customer service organization in the airline industry for 10 yrs and our team members would be written up or let go if they treated customer calls like I was treated. Each time I was blindly transferred to another department and put into their cue...

no personal hand-off and no transfer of information from one agent to the next. I had to re-verify my membership, and explain the issue to each new agent. If one of my CS agents transferred a customer to finance (for example), they were required to make contact with the finance agent, explain the issue, and personally hand the customer off to a live person... not another 15 min queue.

I have to be honest in telling you that customer service is not your team's strong suit.

Several recent calls have felt like they are happy to take my travel business...

which has been significant... but not as eager to answer questions and provide assistance.

I have been satisfied with the savings but there have been several more issues (not mention here) that I am having trouble getting resolved.

Thank you for listening,

Tony Strollo

By moving my schedule payment to the end of the month

I've been investing my money for months towards this vacation and i never went and now i wanted to get my money back. That's all.

If it's possible to get a refund please let me know.

Thank you.

Have been a member since 2012. Have booked several vacations and have been very satisfied.

On this last issue, i purchased two travel certificates, each one week stay at one of the resorts in Mexico. I paid for the travel certificates to be used in the future. I was told i had two years to use the certificates. Purchased in April 2018.

I attempted to book the travel certificates on May 1, 2019, only to be told that the certificates had expired, they could not reactivate them. The certificates were for an upgrade 2 bedroom suite, Grand Myan. Today i was offered replacement certificates, however, only the standard room, i was offered to upgrade for a fee. I was not advised at the time of purchasing the certificates had to be booked within the year.

A company the size of Sears Vacation, to loyal members, should be able to replace the orginally purchased certificates with no problems. I was less than 30 days past the issue date. I will not be purchasing any future promotional trave certificates from Sears.

I would think they could have replaced the certificates. They don't seem to have a complaint department , all issues are handled through customer service.

I tried to login to my account and it said I could not. I paid $5,000 on my account and I am locked out.

I don't understand.

Is there a way you can reset my password. My email is mattgatz@***.com.

I was so loyal to them, even when other's put in bad reviews, i always knew however, that i was being played example, i would pay my mopnthly payments on time and then when, i would go to book example a cruise (expecting a discount) the sears price would be way higher than companies total price. All I have to say, and Im not bitter or will tell you anything wrong.

Do Not Deal with them this is a Gimmick. They are just taking, robbing, and stealing peoples hard earned money.

I utilized Sears Vacation in the past for free and received discounted services on a hotel in Barcelona, Spain. My account is now expired (don't know why as every other travel website that I'm on never expired) so I called the phone # to reactivate.

They had me watch a video regarding a resort on Vidanta.com and tried to get me to book it. I informed them I was only interested in looking for discounted flights as I had done in the past. They wanted me to put a down payment on a resort that I had no interest in in order to reactivate my account.

This sounds as if they changed to a timeshare type of company. I'm definitely no longer interested.

Charged my credit card 5 time more then they indicated the would SCAM RIPPED OFF they never made it right! I tried to get it corrected but got the run around again.

Then they tired to sell me more crap! I will never trust this company again. I could of went on several nice vacations with the money they ripped off from me. I think it is a criminal case and they should be shut down for good."..........

You can't ever make a complaint without going through more crap. ------------ aaa aaaa aaa aaaa aa aaa. ......................""........................ ........

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If I can give Sears Vacations a zero I would but I have to settle for a one. They are a scam!!!!

Stay away from Sears Vacations as they will take your money and run. Signed up with a representative named Micheal Gavin who lied to us about canceling at anytime since I was between jobs at the time and wasn't sure. When trying to call and cancel representatives are rude and refuse to help. Asked to speak with a manger and was hung up on.

This is the worst company anyone can do business with. They tell the representatives to lie to customers in order to make a sale. Michael Galvin is dishonest and will lie to your face when asking multiple times if you can cancel anytime after you sign up. Michael Galvin will lie and say anything to make a buck out of you.

When calling in again and speaking to another representative of Sears Vacation I was told that whatever is promised or told to you in the sale is defaulted by their contract. WHICH MEANS THEY LET THEIR REPRESENTATIVES LIE TO CUSTOMERS SO THEY CAN MAKE A SALE. I will never do businesses with Sears again and will make it my mission to spread this around so SEARS does not take advantage of anymore customers. I will also be taking this to court .

As I googled Sears Vacations I see the same issue everywhere. THEY ARE A SCAM!!! DO NOT INVEST YOUR TIME AND MONEY INTO THIS COMPANY. I'm still trying to resolve my issue with SEARS but I keep getting the run around with them and they refuse to help.

If they don't I will take this to court. This company does not have integrity nor do they honor or respect it.

Sears Vacations

15501 N. dial Blvd.

Scottsdale, AZ. 85260

RE: termination of agreement

Due to various less than honest actions by Sears Vacations (aka OVC Cruise and Travel) in misrepresentation as well as “bait and switch” marketing, you have violated the terms of our agreement signed August 08, 2014. These actions include but are not limited to:

1. at signing of agreement, awarding in writing “2 complimentary premium cruise certificates” (see attached 1), but later at booking demanding several types of ancillary fees totaling $1,315 to close; fees were not revealed at time of agreement. The definition of “complimentary” is “given free at a courtesy”, not with extensive hidden costs.

2. online completion by us of a booking with our VISA charged on 7/12/2015 for a vacation at Radisson Park Inn in Kissimmee, FL. which was unilaterally canceled by Sears due to “online price input error” by Sears Vacations ($38 vs. $48) according to your telephone agent. Charging a VISA even if charge is later reversed constitutes a contract which cannot be legally dissolved except by mutual agreement. Sears refused to honor this action. (see attached 2). We were promised an 'equally nice” resort still available online, the Maingate Lakeside of Kissimmee, which turned out to be a literal “roach motel”, requiring an emergency move-out when cockroaches were found daily in shower, under the bed, and even under the pillows! We incurred unnecessary expenses due to personally locating a substitute hotel on no notice at a higher rate. Our stay lasted only 4 of the 30 days booked.

3. when attempting to book other vacations, we have not encountered the “at least 50% savings or more” hyped by your salesman, Jarrod Mathews, at signing. With ancillary costs of $1,315, the “free/complimentary” cruise was about the same cost as on other online sites which charge no membership fee. Likewise, resort costs on your site are generally equivalent to Priceline or Expedia.

For these and other reasons of unsatisfactory service, I am terminating our agreement with Sears Vacations this 27th day of July, 2015. You are instructed to stop monthly automatic payments beginning immediately which will otherwise be disputed. Due to our treatment, a full refund is requested.

Shame on you! We joined as we have trusted Sears Roebuck for many years and you have ruined its reputation.

Had a appointment at 7 tonight at 700 commons way bridge water the sears vacations weren't there you wasted my time i think it was wrong for them to have me drive there .and very unprofessional to leave a verification time n not be there. My husband n i both in two different school districts and will be happy to spread the word of this scam.

N sears corporate will be notified about how i was treated and my feelings of how i was treated tonight. Ref# svr136****.