Complaint Review: Ramada Plaza Resorts And Orlando/FT Lauderdale Vacations - Ft. Lauderdale Florida

In May of 2002 I agreed to purchase a great deal on what I thought was a 4 person vacation and gave them a CC# to automatically withdraw 5 payments of $87 each.

In December I called and asked the balance of the account. I was told $199, and I mailed a check to pay it off. A week or two later when I called to book the vacation I was that I only paid for 2 passengers and I would need to pay an additional $198 for the 3rd and $198 for the 4th person.

I spent the next 2 hours on the phone getting transferred back and forth between reservations and customer service. Each person that transferred me, most of the time, did not even tell me they were transferring. I would get put on hold and then someone new would say "hello" and I would have to start all over!

Each person told me the same thing... That my money was totally refundable and there was nothing I could do about it. After about an hour and a half I was connected to a "supervisor" who told me that he would see what he could do. His name was James Taylor 954-630-9449. James promised to call me back the next day. Two days later I called the number he gave me. I was told he was there but was busy. I called this number everyday for about a week and never spoke with him. Every time however I did tell my story AGAIN to someone new.

In overview of the customer service...these people are EXTREMELY rude! Once I said "What if I don't pay the extra $300-$400?" I was bluntly told "Then you won't go!" I did ask what kind of customer service do you have if you won't work with a customer when your people misinformed a customer and was told "I'm not even going to respond to that."

During one of the calls to get a hold of Mr. Taylor I was told the agreement was on tape. I said then I want to hear it! The man on the phone said he would request the tape and send it to me.

Finally on 3/10 I called back and asked about the request. I was then told that they do not send out copies of the tapes, you have to make an appointment to listen to it. ONCE AGAIN NOT WHAT I WAS TOLD! I agreed to make an appointment. When I was put on hold I was conveniently disconnected.

I called right back and started over about the tape request. This lady questioned why I would want it. After explaining the story to her say replied "then why don't you just book it" I explain that I didn't want to pay the extra $300. Her response was "just have the other people chip in for it."

After again being put on hold she informed me that they only keep the tapes for one year and my reservation was from 2 years ago. I explain to her that it had not even been a year and she put me on hold again. This time when she came back on she told me that she could not make an appointment because I was not going to be allow to listen to the tape. Everything that was on the tape is in my terms and conditions book. I explained to her that my problem was in fact what I was told during the recorded conversation and what the book says are two different things. She said she would have a supervisor call me. I gave her my work number and am STIL waiting for that call.

Damage Resulting = I am emotionally upset with this situation! I have been telling my mother for almost a year now how I'm taking her on a cruise and now I have to explain to her that I was taken! Not to mention the way the people from the customer service department treated me. They actually yell and put you down.

I wrote letters and email to my local news company, Dateline, submitted a complaint with Consumercomplaints.com and filed a complaint with the states attorney general. About 3 months later I suddenly got a credit for $600 of what I paid. Not the full amount but better than what other people have gotten.

Leslie

Covington, Washington
U.S.A.

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