Misleading sales practices, Playing on ones emotions, Distractions during sales presentation by speaker.
Purchased a 2 year trail membership (acct#xxxxxxxx) from Map Destination on July 2, 2013 for $1000.00 from Sales rep.(Name)
During presentation we were given the impression that we would be receiving, significantly discounted condo stays (weekly up to $399) Premier stays( weekly up to $599) and discounted hotel stays (as low as $35 per night) with a "heads in beds" sales tactic. Oh and might I add that these hotels would be not your run down, don't know what your sleeping in hotels, it would be the upscale, Hilton, Sheraton, Westgate etc. There were also many distractions during presentation, by the speaker(do not remember his name)due to accusations against my husband, along with life stories to cause one to lose focus.
Before and after the presentation, we told our sales rep. Robin Wells that our only week of travel for our family was the week of July 4th, due to job. After presentation (Name) assured us that, that was not a problem, we would be able to vacation that week at Myrtle Beach with significantly discounted condo week "$399". (name)also said since you guys do short notice travels, this would be great for you. We would be able to come down to the beach every year for less than $399 and not have to worry about hunting down the deals, all we would have to do is call us and we will do all the work for you. We didn't think at the time that it was impossible, after all they got me into a condo for $389, the week of July 4th to attend the presentation . Now to only find out that we will have to keep a very close eye on their website to find a listing for a Myrtle Beach stay during that time, to even have any hopes of getting that kind of deal. Was not made aware during presentation that these would only be made available during certain times, mostly off peak, to pacific destinations(if it truly even exists then.)We were put under the impression that we would be able to travel on our schedule where ever WE chose.
We have made several attempts to take many vacations, to only find maybe a $10 a night discount. Including a Labor Day trip to Myrtle Beach..
We started working with (Name) on Monday July 15th on a Labor Day Myrtle Beach trip.Quoted on Wednesday July 17:( Copied and pasted from e-mail received from (Name)
Hello Mrs. (Name)!
Just a quick note to follow-up as promised.
We are still busily researching some Labor Day opportunities for you, as you know, it is one of the highest-demand weekends of the year here!As we cannot look at a Condo/Resort Week, which will be your biggest savings component, we have found some great alternatives using slightly discounted hotel stays.Please let us know immediately should you like to pursue a reservation and we will confirm final availability. As of the 22nd was still working on conformation. If I cant get it Labor Day Because of high demand how will I get it for the 4th of July week?
July 10th... Called (business) requesting a (resort) vacation for the week of July 4 2014, was told nothing was available but that they would call me if anything came available.
Called (business) on Saturday July 13th... Requesting (resort) vacation quote for Feb.2014.
received 2 phone calls to give my quote on vacation but due to it being during work hours, I asked twice times that they e-mail me the quote and both times said that they would. But I have yet to receive promised e-mails. Finally I called them back to ask for the info and e-mail again. Again speaking with someone @12:25 07/22/13 asking for another email of quote. ( still no email of quote As of 7/31/2013).. My verbal phone quote was as follows received from: (name) (number) extxxxx
Feb.2-8 2014... (Resort, standard room, with 4day base tickets for $1784.09.. Did my own research and through the (resort) website can book it myself for $1777.28.. which is $6 cheaper than through (business) and/or Map Destinations. Again not the savings Promised ("you will save at least $1000 on your (Resort) trip alone" (Name)..
I am disappointed in my research and findings of Map Destinations and (business).Due to the fact that there are no deals for me,as stated in the presentation.As 95% of our travels will be during peek travel/vacation times(due to my work)We, (Name) and I feel that we were distracted by the gentleman giving the sales presentation, by his comments made against (name).We also believe that our emotions were played on by (Name),as she had me in tears, with (Resort) trip. I'm also disappointed that when we have tried to talk to someone within Map with it being with (Name), (name) or (name) that I was always cut short on speaking, I was never able to complete a sentence to truly get any of our real concerns answered. Also when I started questioning the deals along with my vacation/work schedule, everyone's answer was to call in sick or try to take other days off work. Lying to my employer is not an option. As well,in the end, if I were to do the sick days, etc..the vacation would end up costing me about $200+ dollars more,per day for the vacation, due to loss of income, therefor I will still not gain anything by this membership.Disappointed that,(name) and (Name) told me in our last conversation on July 13 @ 12:15 pm, "That between our beach trip and our (Resort) vacation those two trips alone booking them though this membership would save us $1500 alone, about $500 in savings,more than we have invested in the membership".Not possible when the (Resort) trip will cost $6.00 more Map membership, than booking straight through (Resort)..I fully understand that we signed into a contract with line 16 saying there is no federal or state right of rescission, although at the time I was not fully aware of what that truly meant.All we were told at signing was, that it wasn't like buying a house, and that I fully agree with. Had we had been buying a home, we would have been given the appropriate time to do our research, hands on, as well as actually being able see for ourselves exactly what we were purchasing, NOT JUST GOING OFF ONE'S WORD, to see if this home would truly meet our needs. Instead of the, one day only deal, "If you walk out today, this price goes up $8000 for membership." Makes it hard to walk away. Map Destinations has since then made me fully, fully aware of its meaning...And the company truly believed in the "membership" that they are selling and running were a REPUTABLE business, they would be more than willing to refund a unhappy client. Rather than the first words being out of everyone's mouth being " do you remember reading and signing line 16 of your contract, no right of rescission"..However, I do not believe this is a case of "right of rescission" it is more like a breech of contract by Map, as this membership offers nothing that we were led to believe that it would.
Also if Map can"at their own discretion"change the requirements of their Presentation Terms and Conditions of Offer, to benefit Map , What else change you change to benefit the company? As my husband and I, Did Not meet the requirements, as we could not show documented proof of same physical residence. Nor,if single,meet the $60,000 dollar a year requirement, But yet, was knowingly allowed by Map Destinations to attend anyway.We have done the math and with the small amount of discounts that are given with some of the stays that we have requested thus far and/or researched on our own, it(discounts)will never offset the cost of the $199.00 yearly membership fees, let alone any of the $1000 in funds that where paid for the trial 2 year membership and due to our findings, that no such discounts will ever apply to our specific needs(as they are high demand travel times)in which Map Destinations was fully aware of before sale of membership to us.Also due to the misrepresented/misleading sales tactics and distractions during the presentation, We respectfully seek a full refund of the $1000.00 spent on membership thus far.
We are in receipt of your recent inquiry to the BBB and must admit, we are equally frustrated by your many of your false accusations and defamatory statements. MAP Destinations is a discounted travel membership Club and ALL items you reference were CLEARLY detailed and reviewed at the time of your purchase; evidence being in our workability to provide you an amazing price for a custom "sample" trial program, in lieu of purchasing a Lifetime membership! You both agreed that you had NO questions, and understood all components of the program, including that there was no refund for your purchase and no specific promises of itineraries, accommodations, dates of travel, or specific price promises at time of purchase! We worked diligently to show you the many benefits of membership and the vast array of saving options, and you excitedly decided that a trial program would work well for your family. At your request, we even provided a formal Letter of Upgrade to be honored for two -years from date of purchase, allowing you to upgrade your package at a later time, at the discounted price, while still allowing you to use the full amount of your initial purchase price as a full "credit" towards the upgrade of your membership! There were no high pressure sales tactics or play on emotions, simply our team working hard to service your travel needs.
MAP Destinations/(business) is fully capable of delivering your travel benefits as referenced in your purchase agreement and Membership at a Glance documents. We strongly stand by our products and service. Since your initial purchase you have invested your time in finding a way "out" of the program, rather than a way to embrace and enjoy it! If you will recall, your first and initial request for refund was solely based upon internet research rather than facts about the company and provider, or any failure on our part to fulfill your agreement. You assumed that because you "read" slanderous statements" we were not a reputable entity. Although we took your concerns seriously, we have spent numerous hours working with you via face-to-face meeting, conference calls, e-mails, etc., but to no avail. In order to come to an amiable resolution, separate fact from fiction, we believe it takes two workable parties, and to date, we seem to be the only "willing" party. Even though MAP has done nothing wrong, in an attempt to show good-faith, we offered to upgrade your Membership, FREE OF CHARGE, to a LIFETIME MEMBERSHIP, (including 2 ADDITIONAL authorized users to your account)! YOUR savings (and our cost) for this good-will gesture was $1,593.00! Our goal was to "remove the pressure" you seemed to have to realize your investment savings in an immediate trip or two and create a long-term relationship of support and service.
Throughout our communications, you have conveniently morphed with great detail your reasons for purchase (and requests for cancellation) based upon other negative internet stories and postings. Truthfully, every trip you have inquired about, to date, HAS yielded a savings component ($10 per night on hotel, $20 per night on hotel), etc. Some yield more savings than others, however, the general hotel quotes are right in line with what is referenced in your contractual agreements. As we have discussed numerous times, (including at point of purchase), your deepest discounts are derived from week -long Condo/Resort stays. With the upgrade we offered in good faith, the condo/resort stay would be part of your product inventory.
In closing, MAP has taken multiple steps, including a generous offer for a free upgrade, in order to provide service and support to you, as our valued members. Moving forward, we kindly ask that you offer us the simple courtesy and respect to service your account as mutually agreed upon at point of purchase.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
You are very good at being deceiving and deserve a gold metal for dishonesty... I have stated nothing but facts.
1.. We DID NOT request any "special package", we tried to walk away...to only have another offer thrown at us..
2. Again I ask for the phone recording from July 13, 2013. Were the sales agent admitted to hearing the speaker make accusations towards my husband. Regardless to whether she was in the room or not, she acknowledged it being said, during that conversation. Also, though out this dispute, I said that the comments caused a distraction as we could not stay focused on the presentation due to the comment making our minds wonder. However, during the phone conversation on July 13, 2013, I did make mention of turmoil, so therefor a recording does exist.. So please, If I am such a liar in my statements, clear them up, lets hear the unedited phone conversation from that day.....By the way, I like how you have once again danced around (Name) pursuit of the sale by her continued run at my emotions, over taking my family to (Resort)...atta girl...
3...Was not disclosed to us during sale that traveling with a discount of more than $10.00, was limited too postings available on your website, or that I would have to plan and book accordingly to your postings.
4..Yes, my purchase was in hopes of "saving money" (because we were lead to believe by our sales rep. "that we would save $1500 on our two upcoming trips alone".)along with value and quality ( was lead to believe that we would be able to stay at 5 star hotels and resorts for 1 star prices.. so of course with these promises being made I'm gonna want and expect that...
5..My vacationing times have been set in place by my employer for many years and have been the same since the company opened 20+ years ago, therefor they are not subject to change. With my knowing this, of course I would make mention of it during the presentation and did, as this was the first question asked by our sales rep. 2nd question being. What upcoming plans for travel did we have in mind.
Also, Yes I did in fact make reference to inquiring about MB Labor Day trip (it was in the initial claim) What "YOU" did not make reference to was that I did in fact respond, giving the go ahead to get "final availability" because of (name) saying "These rates/rooms are subject to availability and will not last"
Email from (Name). (copy and paste)July 17 2013 @2:48pm : "Just a quick note to follow-up as promised.
We are still busily researching some Labor Day opportunities for you, as you know, it is one of the highest-demand weekends of the year here! As we cannot look at a Condo/Resort Week, which will be your biggest savings component, we have found some great alternatives using slightly
discounted hotel stays.
Our favorite thus far is :
(name) Resort, (Name) in Myrtle Beach.
A popular resort, including an on-site water park amenity!
Currently, we found a 1 bedroom Ocean View Unit for only $104 per night, plus tax. This is a GREAT rate, given location and PEAK/PRIME Weekend/Holiday travel.
Pending also, is a standard hotel room at (name)or $83 per night, plus tax, and finally an Ocean view efficiency at sister property, (name) Club, for $69 per night, plus taxes.
These rates/rooms are subject to availability and will not last. Please let us know immediately should you like to pursue a reservation and we will confirm final availability. In the meantime, we will continue to search other viable options given the parameters we discussed.
Have a great evening and I look forward to speaking with you soon!"
My Response...(copy and Paste)July 17 2013 @7:35pm: No point in going to the beach if its not oceanfront.... :) What would be the total cost on the $104, including tax and any fees (out the door) If less than a $100.. Lets continue on with final availability... Any word on the (Resort) trip? Have not received a call back from RSI. RSI said they would let me know by the end of the day today.. :( With Finally receiving this email from (name) on Friday July 19, 2013: (Copy and Paste) I have just received your emails, my apologies as our office was closed yesterday and I have been in meetings all day. As for the Labor Day trip, I am just awaiting confirmation and will notify you the total cost including taxes as soon as it is sent to me. I am working on this trip on your behalf. As for your trip request to (Resort), could you please clarify did you call RSI directly or did you email a request to RSI? I will on your behalf send an email requesting they call you with your quotes as soon as possible. Please give me until tomorrow to finalize all quotes and options so that we can move forward with booking.
I hope this helps! I will be in the office tomorrow at 9 am , please feel free to contact me if you have any additional questions.
Along with at least 4 more e-mails being sent between (Name) and I, between Friday and Monday.. So, Finally with all the run around, misquotes, lies, scams, I sent a E-mail again requesting a refund on Tuesday July 22, 2013.. So please check your E-mails before you falsely claim that I never responded... You also did not make reference ( in this rebuttal) to the fact that your promises of saving hundreds of dollars on our (other resort) and MB Labor day,(which would offset the cost of the membership by far)has in fact only turned into a total savings of only $24.00...(however in your first response, you showed acknowledgement..)
As for my claim that Map can not fulfill Holiday availability has once again been twisted by you. My claim is that, So what you can get us a resort at the (Resort) (resort), Orlando or (resort) Resort, Kissmee the week of July 4th with significant savings, because we keep mentioning (resort) and the 4th.. See there happens to be a difference between Orlando and (resort), considering the FACT that we're wanting and have been wanting to stay inside the resort of (resort) ( that too has never changed.) So PLEASE SHOW ME the $1000.00 in savings that was promised to us on our (resort) inside the park, July 4th, requested trip and more than only $30 on our MB labor day trip.. Until then My concerns are not MUTED concerns.
In closing... Charged to my Credit card for 2 year trial membership was $1000 not $701.. promised savings of $1500( I even figured give or take a couple of hundred, as this was just a verbal quote from (Name), but did at least think that it would have been in the ball park) on (resort) and MB Labor Day trip, alone. Actual savings total $24.00 after receiving final quotes. Extra cost to maintain membership is $199 dollars per year. With an average savings of $10 per night through a Map membership, we would never be able to recoup the $199 per year cost of maintaining the membership.. You do the math. So therefore I have no interest in any upgrades to the membership. My concern is again "NOT A MUTE CONCERN"
As far as your saying that, I am not a "willing participant in the well-being of my own membership". Please take note that I am just no longer a willing participant of allowing Map Destinations to continue to take any more of my money for Map NOT BE ABLE TO DELIVER ON THE SAVINGS PROMISED thus far...
By the way, common sense goes along way and far out ways the big words you like to throw around.. for example.. Why would someone pay $1000 for a two year trial membership, if they were not promised savings that would greatly offset that cost? They wouldn't.. Why would they buy a membership if they knew at the time of purchase that they would have to choose between pacific dates with pacific locations within the postings on the Map website in order to receive any discount? They wouldn't.. Why would someone purchase a membership that has pacific dates of travel, with "hopes" that they might get to go to (Resort) (on site) for the 4th of July? Why would someone just assume they would save $1000 on their (resort) Trip.. I could go on and on , but you get the idea....
Map Destinations has showed me many of things during this whole process. They are very well trained in lying, manipulating, and fabricating stories. Also falls right in line with your phone conversation with my husband on July 3,2013, when you told him that.. we could complain all we wanted to whom ever we wanted, but so long as you made a "Good Faith Offer" they would side with you... But just so you know, I have absolutely nothing to hide, I have been more than truthful and honest in any and all of my statements, and I will seek any measure necessary to recoup the money stolen from me. In the process of finding out how to start the process in small claims court. Still seeking FULL REFUND
PS.. you have yet to answer my question as to how you can at your own discretion change the terms and conditions for eligibility requirements to attend the seminar. and if its that easy to change those requirements, what else can you change to
Final Business Response
We are in receipt of your most recent response to the BBB. Unfortunately, you are contorting the facts and information as provided in an attempt to falsely support your claims. To be clear and concise, we will make one last attempt to address your feedback:
1. We did not just make the Sale to put money in the bank. Actually, we worked exceptionally hard, at your request and desire to partake in our membership program. We worked to find a way to deliver a package that would suit your needs within the confines of your family circumstance, as you disclosed. We presented the program, and if we were just interested in making a sale, we certainly would not have dropped the price below cost in an attempt to work with you. Furthermore, if we were not confident in our product and its performance, it would not be to our advantage to offer a "trial" membership. As you are aware, the purchase price for the Adventure package was $1294 for 1 week annually, for a 2-year membership. However, with your circumstances and at your request, we worked with you and acquired permission to reduce the cost by $300 AND added in an extra week each year! That is called customer service and going above and beyond! Your entire membership purchase was only $701, with a total of 2-weeks annually during your trial period; which is $300 below our base package price, with an extra week! We listened to your needs, circumstances and concerns, and worked diligently to fulfill YOUR request. Truthfully, considering all factors, we made no money on this transaction; however, we understand from past experience with current members, that when we ARE ABLE to accommodate special requests, the growth we experience through trial membership upgrades to Lifetime renewals is remarkable. And just as valuable, we receive amazing referrals from our happy members, which makes our efforts worthwhile.
2. We did not single out your husband to make you feel bad. Quite honestly, that is a preposterous claim. In our eyes, such tactics would simply deter a purchase, and discredit the integrity of our product. Your correspondence states that during the presentation, the speaker made comments to your spouse, creating emotional turmoil that our Sales Agent witnessed and agreed to hearing. In response, the agent has firmly stated that she did not witness any such circumstance, and furthermore, you said your sales representative was a witness. To factually dismiss your claim, our Sales agents are not present in the room during the presentation, so the agent could not have been witness, as you claim.
3. We acknowledge that we do not create the travel industry; we simply work within the confines of availability, just like everyone else. To respond to your concern over terms disclosed prior to your final purchase: We do not make offers of specific promises of itineraries, accommodations, dates of travel, etc. at point of purchase. Translation: What is available on the day of your transaction may not be available a month later, when perhaps you get around to booking something viewed prior. The statement is merely a clause to ensure that clients understand the membership benefits as presented. We want members to be clear and understand that deals & offers reviewed are subject to change. Postings are added & updated frequently! The inventory IS available, but like anything else, you must plan and book your travel accordingly.
4. Purpose for joining membership. Initially, you wrote in detail that the reason for your purchase was to save money, receive value & quality, and travel knowing you would receive discounts. ALL of those items we CAN and will fulfill. You referenced (after the fact) in disputes, is that you can only vacation on Major Holidays due to a restrictive work schedule. That is fine too, and we understand. What you did not reference is that you inquired about a MB trip over Labor Day, and that we did find a popular selection, and that we made several attempts to contact you regarding, with no response on your behalf! You are formally requesting a refund stating we cannot fulfill Holiday availability, which again is a false claim. There are many opportunities for significant savings for Holiday travel throughout your membership! Here are just a few facts examples we pulled up instantly on the member's website: (We chose these, as in your claims you consistently speak of Orlando & 4h of July).
(resort) (Prime property): 4th Of JULY WEEK: 2 Bedroom Unit; ONLINE PRICE: $1477, your membership price for SAME unit; only $935 PRIME travel. That is a $500+ savings to you! Taking it a step further, a 77% immediate return on your membership investment, in one transaction!
(Resort), Kissimmee (VERY NICE resort): 6/29-7/6: 1 Bedroom Unit; ONLINE; NO AVAILABILITY through Trip Advisor, Orbitz or Travago. Your membership can fulfill availability for only $585 for the whole week, 4th of July prime time, when many of the major players cannot!
We can go on, but you get the idea. Truly, if you would take down the barriers and allow us to opportunity to provide the services and benefits you purchased, we are confident you would have a change of heart. Since day one, you have spent your time looking for a way out, rather than a way in.
To date, we do not believe that you are a willing participant in the well-being of your own membership. A full refund request is absolutely unfair and unjustified. With that being said, we do know that EVERY member is valued, and we strive to the best of our abilities to work towards resolution. MAP is willing, at our expense, to honor our prior offer, and absorb the upgrade cost for your family ($1,093.00), and make you a Lifetime member with 2 weeks annually for life, including all charter benefits. Additionally, you may add (2) authorized users to the account! As you felt you would not realize your investment, that concern is now a mute point. Our goal, is that above our generous good-faith attempt to work with you, we truly want to become your favorite resource and primary provider for travel. We sincerely hope you will give an honest attempt of serious consideration to our continued efforts.