JCS coaxed me to believe that I was receiving a vacation package in return for a timeshare preview.
On 6 August 2013 around 12:00 pm I spoke with a Mr. ******* ***** of JCS. He claimed that my mom won a $4500 vacation package from an entry she submitted in the mall. My mom doesn't travel so she told me to have it transferred to my name. I asked Mr. ***** various questions about the package like is the hotel voucher separate from airfare and how is it possible for the voucher to be $4500 if I choose a location like Hawaii where tickets could be in the thousands. He explained that the vouchers could fluctuate and that ***** ******** ****** would get me the lowest prices for rooms. He gave an example that rooms in Orlando could go for $300 a night but ********************* could get them for $69 a night. Never did he explain that those rates would be at my expense. I thought he was explaining that's how they budget to stay close to $4500 as possible. So under the belief that I was getting a vacation package, I agreed to preview ************** in Myrtle Beach, SC on 10 Aug 13 to receive my package. He then transferred me to his supervisor who pretty much went over the stuff Mr. ***** already covered and she too never stated that hotel had to come out of my pocket. Upon 4 hours at the resort, the gifting clerk informed me that airfare vouchers were in the back of a catalog he gave me or I could do the hotel discount option. I explained to him that was not what I was promised and called JCS back. I was told that JCS records all conversations and I would need to call back on a weekday. I called back and left a message for a supervisor and I got a return call today 8 Aug 13. She told me that I was made aware of all exclusions. I told her that I was told I would receive a vacation package and not paid airfare. We both listened to the recorded conversation from 6 Aug 13 and there was no clarity. I listened to a conversation that I remembered very clearly and still feel that I was fooled to believe that I was getting something that I didn't receive. The manage proceeded to imply that I was ungrateful by stating that I'm sorry that paid airfare didn't satisfy you many people would appreciate that. I explained to her that I travel frequently and I know airfare prices are on the rise. However, don't tactfully lie to me because my time at the Wyndham timeshare preview may have not been worth paid airfare. A consumer must have consideration before they can agree to terms. I feel that I was without proper consideration because I was led to believe I was getting a vacation package. I did my part to get clarification of what was being presented to me by asking questions they just weren't answered truthfully.
I am requesting that JCS provide lodging cost because this is what they claimed I would receive upon Wyndham timeshare preview. I would also like for JCS to modify their script to state that you either have discounted hotel or paid airfare.
Business' Initial Response
Contact Email: ********@*************.com
Ms. ****** starts her complaint off by saying she was coaxed into believing she would be doing a timeshare presentation for a vacation package... We are very honest and upfront about why we are giving out incentives; and that is to come check out our partners and listen to their timeshare presentations in exchange for some valuable incentives. We never once lied or mislead Ms. ****** into thinking she would be doing anything different, and when she came and listened to the presentation she was given a Vacation Your Way package, which is good for 4-round trip airfare OR a discount off of a variety of hotel rates. She was also given other incentives to come in and listen to the presentation. This wasn't a coax; it was what we offered her and what we delivered to her in exchange for her time.
She says in her statement that ***** told her that "************** (the travel company we buy the incentives from) would get me the lowest prices for rooms," which is exactly that. We have received the lowest fixed rates for each destination and passed *** savings onto our consumer. The consumer is responsible for paying for their hotel stay, and in return we pay for their airfare. She states she "thought that was how they budgeted," if she wasn't certain what he was meaning she could have asked ***** to clarify.
When Ms. ****** spoke with ********, the manager who went over the qualifications, ***** told her that we prepaid the travel agents to get her the lowest rack rates on her hotel stay, which may be where the confusion lies, because she mentions prepaying the travel agent. However, she does not state we will be paying for her room and she goes on to mention air-fare multiple times. I have attached a transcript of the recording, with some key points underlined
(1.01(start time)/11.27(total recording length)....And you are guaranteed to leave there with your gifts, uhm, and you were selected, it's incredible it's a four round-trip vacation package. Uhm, It consists of a 32 page color catalog ******* and each page will show you each one of those 31 destinations that you choose from. In the back of the catalog that's where you find the 4 round-trip air-fare. Uhm, below each destination it gives you pictures and in-depth descriptions of all the major chain hotels. That we prepaid the travel agents to get YOU the lowest rack-rates on and those are great, they go from ******** to ********** everything in-between uhm the rates start as low as $69 a night. So when you are ready to make reservations just contact the travel agent 45 days in advance and during that time they do schedule your trips free of charge for you. Again, the tickets are good for two years; uhm blackouts are pretty much Christmas and Easter. And then minimum stays would be 4-7 in the U.S. and then 7-14 for like Hawaii, and Europe and Mexico, and just so you know ******* you guys are more than welcome to extend your stay as long as you fulfill that minimum stay that you book with the travel agent, we always fly you back for free...
We do understand Ms. ******'s confusion; there is a lot of information to absorb. We try to be as complete as possible about all of the information regarding the presentation and gift packages; that is why the rep has a 3-page script that he/she reads, and the manager who takes over the call, then reads a 1-page script, and then we back what we went over in writing with a 2-page confirmation letter, that ******* was responsible for signing and bringing into the presentation stating that she understood the terms and conditions. We would like to do something for Ms. ****** so she isn't left with a bad image of our industry. What we can do is mail her a 3day/2night mini vacation package, that pays for 2 nights at pre-selected destinations including Ft. Lauderdale Florida, Dallas Texas, Atlanta Georgia, Portland ME, Las Vegas NV, and 30 other destinations, along with an additional $100 Dining Dough, that she can use either close to home or on one of her vacations. Our reps would never purposely mislead anybody, and we are sorry for the confusion and the frustration this has caused her.
Consumer's Final Response
I am far from confused I am an educated veteran and I pay tons of attention to detail. I see that I'm not the only one who have had a bad experience with them as there are many people who have chose to call out JCS on their Facebook page and other websites instead of the BBB. When I spoke with the manager I explained to her that they need to modify their script to ensure they provide future customers clarity. In the conversation I had with Mr. ******* *****, which they have not provided, I asked many questions for clarity. I even asked for him to explain how they could maintain the budget of the package considering the price of hotel and airfare could exceed 1500 a person. Not one time was I told that I would be responsible for that, I was only told it would be discounted. I think it's pretty sad that JCS has to mislead people just to get them to the ******* with the "vacation package" and the "Dining Dough" . The Dining Dough you have to cross your fingers to find a restaurant you desire at your location and if you do all the vouchers are probably out of stock.
I am going to accept their offer and I hope this issue changes the way the manner in which they present their packages.