ComplaintsforGunn Marketing Group, Inc.

Incentive Programs

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Initial Complaint
03/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 02/06/24, I attended a travel seminar at the Hilton Garden Inn in **************, *******, sponsored by Travel Pals. I was given 2 redemption certificates for travel and was told they had to be redeemed in 30 days. I filed for a redemption of the forms and was told that they would be received in 20 days or less. I have tried calling and their line is always to full to accept messages and I also tried to redeem the rewards as promised. They said that the rewards had already been signed for. There is no way to contact these people. I am not sure they are legitimate and I am not sure Travel Pals are legitimate.I tried calling before writing to you and received the same message as previous calls, mail box full.Thank you
Business response
03/21/2024
To whom it may concern,
****************** incentive order forms were received by us on 2/19/24. The orders were processed, and the actual travel vouchers were mailed out to them on 3/15/24. Below is the information we have on file for the order and the address that the vouchers were mailed to. The **** is taking longer than usual these days so ****************** should be receiving them any day. Since they did not include a Self-Addressed Stamped Envelope as suggested they will be coming in a white envelope from Customer Choice Rewards:

2/19/24 SMRN3457407 2/6/2024 Travel *********************** Flower ********** ***************************************************************** ******************** Up to 7 Day Cruise"4 Bundled No 3/15/24 99AC3-VA: 78231
2/19/24 SMRN3458407 2/6/2024 Travel *********************** Flower ********** ***************************************************************** ******************** Two Round Trip Airline Tickets"5 No 3/15/24 75AC4-VA: 77883
We are not sure what phone number ****************** was calling but Customer Choice Rewards is open for business and answering our phones Monday - Friday from 9:00AM to 5:00PM
Sincerely,
Customer Choice Rewards
Customer response
03/21/2024

Complaint: 21459757

I am rejecting this response because: The address did not include the unit number of 404. The telephone number I called was ************. If they received the certificates, which should have been returned, would be satisfied with them resending them to the correct address: **************************************** **********, ** 33904.

Sincerely,

******* Flower
Business response
03/26/2024
To whom it may concern,
Attached is the information that ****************** entered into our system; he did not include an Apartment number. The vouchers were mailed to the address that we were given by ******************. We have not received them back to us as undelivered. The vouchers that were mailed to him have already been paid for by his sponsor. His sponsor would have to agree to pay for replacements and we have no evidence that he did not receive the originals. If ****************** would like to contact his original sponsor to see if they will authorize replacements, we will be glad to send out new vouchers.
Sincerely,
Customer Choice Rewards

Customer response
03/26/2024

Complaint: 21459757

I am rejecting this response because: We did not fill in the detail sheet provided. Ours was by hand with the correct information. During transfer of information to form there was apparently an error. One of the two parties made an error in transcription. If they received the information provided, than they should contact the provider and get the proper information. It should not be our responsibility.
Also, they refer to me as ******************, there is no s at the end of Flower. It is not uncommon for the s to be there as my first name begins with an s.

Sincerely,

******* Flower
Initial Complaint
03/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They have lied, decieved and now will not reimburse us the $56 they said they would return after our two night stay. Along with the fact that they said they will provide you with a 4 star and above hotel, they would reimburse, they have decieved us on both accounts. The hotel had 3 stars and it showed. Not even close to a 4star, if they will correct this, i will revise this i have additional complaints and I can copy email correspondence from them if this is not resolved.
Business response
03/18/2024
To whom it may concern,
We have numerous ******************** in our database but none from ********* and we do not have the phone number or email address included with this complaint in our system. We will need the activation code to be able to pull up the accurate account information.
Furthermore, nowhere our voucher does it state anything about 4 Star accommodations. We have no idea where this customer got this from.
All deposits are fully refundable up until a confirmed reservation is made. If **************** had a confirmed reservation and did not cancel that reservation within the 72-hour cancellation period then the deposit and hotel taxes of $54.75 would not be refundable.
We will be happy to research this complaint as soon as we can find the customer's information.
Sincerely,
Customer Choice Rewards

Customer response
03/29/2024

Complaint: 21439891

I am rejecting this response because:
Please confirm that the business has our correct name.
They used C. ****** in their response, however our last name is ******.
Business response
03/29/2024
To whom it may concern,
We are not finding the email address or phone number in our system and have numerous ********************. We will need their full name or activation code to research this further.
Sincerely,
Customer Choice Rewards
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Received a 3 day 2 night stay and have paid for the activation fee required to book. You can NEVER get in touch with ANYONE! you cant schedule days and you cant get a refund!
Business response
03/13/2024
To whom it may concern,
We have been communicating with **************** on numerous occasions since 2/19/24. Below is our text chain from yesterday and also the call logs of each time we have spoken with her or attempted to contact her. Also attached are the refund confirmations for the three charges totaling $164.10 which she was notified were being processed prior to filing this complaint, yet she still filed this complaint:
**********************************;<**********************> Mar 11, 2024, 7:57?PM (2 days ago)

I am reporting this company and filing fraud with my bank!!!! I have paid for 3 of your so called free 3 day 2 night trips! I cant book or get in touch with ANYONE! Someone needs to make this right ASAP!!!!

customer service <******************************************> Mar 12, 2024, 12:23?PM (1 day ago)

Dear Ms ******,

We are looking into your concerns and do see that you have activated three different certificates. As per the terms and conditions of the promotional offer only one offer can be redeemed per household per year. We will be processing refunds for T2GA152861922 and T2GA153395922 today.

For your certificate number T2GA153694922, your requested travel dates are 8/23/24 or 9/27/24. Per the terms and conditions of the promotional offer an agent will be contacting you approximately 60 days prior to your earliest requested travel date.

Sincerely,

Customer Choice Rewards
Outgoing Call Dates and Times to ******************** Phone number ************:
2024-03-09 1447
2024-03-07 1526
2024-03-05 1721
2024-03-05 1720
2024-03-03 1506
2024-02-27 1307
2024-02-26 1430
2024-02-23 1433
2024-02-23 1138
2024-02-22 1600
2024-02-20 1103
2024-02-19 1715

Customer response
03/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I got a free 2day2night vacation from customer choice rewards from where we get our Raimbow Vaccum and paid the amount on my credit card so we could instantly choose our desired destinations and dates, which gave the total of $54.75 . After completing everything and saying it'll take 60 days to know where we're going with a chance neither one is available we decided we rather plan our own vacation, therefore needing a refund. We also didn't like the fact we did not get any contact information and were just supposed to wait in hopes of having the dates we wanted and after seeing other reviews and issues we want a full refund to the credit card used
Business response
02/13/2024
To whom it may concern,
We just received this customers Activation yesterday on 2/12/24. The terms and conditions of the promotional travel offer state that an agent will be contacting them 60 days prior to the earliest requested travel date. The ******** requested 4/12/24 as their first travel date so an agent was assigned to them, and they were in the queue to be contacted today. However, since they have requested a refund, we will send the refund request to be processed and ask that they allow **** days for the credit to appear back on their card.
On our website we have a "Contact Us" button on the top right corner with our Customer Service email address which gets monitored throughout the day.
Sincerely,
Customer Choice Rewards
Initial Complaint
02/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I applied for my free 2 night stay. I didnt mind the pay the 50 dollars for using my credit card. What it doesnt tell you until AFTER you already paid is that it will take 60 days for someone to contact you. I do not feel comfortable with this. There is no number to call. I would like a refund.
Business response
02/08/2024
To Whom It May ****************** offer states that the customer will be contacted within 60 days of the earliest requested travel date. Your earliest date is 3/1/24 which is within 60 days, so you have been assigned an agent and are in the queue to be contacted. If you would like to stay in the queue, they should be reaching out to you within the next ***** hours. Or if you would like we can process your full refund.
Sincerely,
Customer Choice Rewards

Customer response
02/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me to receive a full refund.
Thank you!

Sincerely,

*********************
Initial Complaint
01/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We went to a presentation for vacation packages. We received 2 airline tickets and 2 night hotel stay. I sent in ***** for refundable room guarantee. Then I sent in ***** for hotel taxes. This was all before they could book the hotel. All of a sudden we started getting paperwork from Vacation Advisors who booked our flight and hotel. I was under the assumption they were the same company. Now Customer choice rewards have no clue what Im talking about. I have paid Vacation advisors hotel taxes. My hotel is booked. I need a refund for ***** and ***** from Customer choice rewards. I called them 5 times only to be hung up on 3 times and the other 2 times they dont know what Im talking about. I have canceled checks and the forms I sent in. I made copies. Thank you
Business response
01/16/2024
To whom it may concern,
We have thoroughly researched this complaint and have found that ****************** did redeem a 2-night hotel stay voucher with us on 1/16/23 and we did receive her refundable deposit and hotel taxes totaling $54.75. ****************** submitted her reservation request form; however, she requested a travel date of 10/12/23 that was during a major holiday which is not part of the promotional offer. Her agent ********* contacted her on 8/15/23 to notify her that the date was not part of the offer and offered her another option that does allow for holiday travel which she declined and requested that a new form be sent to her to resubmit her dates.
2023-08-15 **** / PriscillaP 8/15/2023@ **** spoke states prefers another from P.P
********************** new form was emailed to her on 8/18/23 however we have never received that back from her. we have no record of her ever contacting our office and our staff would never hang up on a customer. We have her in our system and would have been more than happy to assist her.
We will also be glad to process her full refund, and should she have any other questions she can email us at ******************************************.
Sincerely,
Customer Choice Rewards
Initial Complaint
01/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I attended a seminar on 11/20/22 for a vacation club in *******. I was told at the end of the seminar that if I sent in the voucher that was given to me that I would receive a $150 **** gift card. Today, 1/10/23, I received my self addressed stamped envelope back with a bunch of papers for hotel stays. I do not want these. I want what was guaranteed to to me at that seminar. This is a classic bait and switch.
Business response
01/25/2024
To whom it may concern,
Customer Choice Rewards is an incentive fulfillment company that simply inventories incentives to mail out on behalf of our clients. We do not conduct any seminars nor do we participant in the initial offers that they make. We show that ************** was to receive a certificate for a 2 Night Stay that includes $150 in Spending Cash and a $50.00 ****** Gift Card. We have attached a PDF of the certificate that was sent to her. We do not know anything about a $150 **** Gift Card and we do not offer that in any of our promotional offers. ************** will need to contact the company that originally made her the offer to clarify any confusion and answer any questions she may have. This has nothing to do with Customer Choice Rewards.
Sincerely,
Customer Choice Rewards
Initial Complaint
01/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Received a voucher for hotel reservations and I provided the requested payment and information. They did not get back to me as promised. My travel plans are approaching and still they don't respond. There is no phone number to contact them. So, I would like a refund.
Business response
01/12/2024
To whom it May ***************** received ************** reservation request on 12/13/23 and he was assigned to and agent. His agent attempted to contact him on 12/21/23 and left a voicemail that she was trying to reach him regarding his 2-night hotel stay. He did not return her call, so the agent called him again on 1/9/24 and was able to reach him. After they spoke, he said he was no longer interested in the promotion and requested a refund. The agent then updated his account and sent it to the accounting department to process his refund which is where it is now being processed. There was no need to involve the BBB in this this issue.
Sincerely,
Customer Choice Rewards
Customer response
01/12/2024

Complaint: 21121137

I am rejecting this response because:
The agent did not contact me until after I filed a complaint, NOR DID SHE LEAVE ME A VOICE MAIL. When I did speak with a individual about this, she stated they would not book my hotel as advertised. In fact, it sounded like she was speaking with the aid of a translator and they didn't seem to understand English. They wanted me to attend some time share sales pitch or something similar that was not what I agreed to. She was giving me the runaround. I told her I'm not interested in any "time share" and I don't appreciate them wasting my time. In the meantime, I discovered these are high pressure sales pitches and they have a history of complaints similar to mine (not holding up their end). I appreciate the BBB's involvement. I have not received a refund, and I have sent them several request for a refund in writing. They have had plenty of time to process my refund.

Sincerely,

*********************
Business response
01/15/2024
To whom it may concern,
When ************ was contacted, he was told that he did not meet the terms and conditions of the promotional offer by requesting a travel date of 2/17/24 which is within 7 days before or after a major holiday which is not part of the promotional offer. All Federal Holidays are considered major holidays. We do however have alternative options that we have available that the traveler can accept or decline. If they decline, we offer to send a new reservation request form to give them another opportunity to resubmit their dates that meet the guidelines of the promotional offer, or they may request a full refund.
Below are the notes that they agent made on 12/21/23 showing that she left a voicemail and on 1/9/24 when she spoke with him and offered the optional program which he declined and said that he wanted a refund so she gave him the email address where he could request his refund. We did not hear from him until he filed this complaint.
2023-12-21 **** / ChastityF vm
2024-01-09 **** / ChastityF NI - wants refund
We have searched our email and have not found any emails from ************ at all let alone any that requested a refund (please see attached). We did find an email from ******************* in March which we responded to (please see attached) but that is the only time we have heard from them.
When we received this BBB complaint where he requested a refund his refund was processed on 1/12/24 and mailed to the address below:
Refunds:
Date Requested Check_sent Amount Check_Number Check Refund
1/15/2024 10:42:19 AM 01/12/2024 ***** ***** *********************** / ***************************************************** / ** / ***** / ********** / / *********************
************ should be receiving his check any day which will resolve this complaint.

Sincerely,
Customer Choice Rewards
Initial Complaint
12/04/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I won a 2 night free hotel voucher while in *****. I was trying to use this voucher for a weekend getaway with my husband on Dec. 8th only to find out I had to submit this voucher 60 days prior which is ridiculous! You cant contact anyone via phone. I am requesting a full refund due to me not being able to use this voucher at all! I feel as you should be able to use a voucher whenever not when the company wants you too
Business response
12/04/2023
To whom it may ************************ voucher **************** received is a promotional travel offer that requires all participants to follow the terms and conditions that are clearly explained on the voucher. The voucher requires that the participant request a date that is at least 45 days in advance. This allows us time to receive and process their request, research availability, get their approval that the accommodations are suitable and then send them their confirmation details.
If this process does not work for a recipient, we are glad to process their full refund. Please allow **** days for processing
Sincerely,
Customer Choice Rewards

Customer response
12/07/2023

Complaint: 20951231

I am rejecting this response because:
I will like a full refund, just for the simple fact that I was unable to use to voucher, at the time.???

Sincerely,

***************************
Business response
12/08/2023
We are happy to process the refund. Please allow **** days for processing.
Customer response
12/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
11/22/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a rainbow vacuum on 4/4/23 and as part of the purchase (and sale) I was awarded 1 free 2 night hotel stay for 2 adults, 2 children. This was perfect as ************ and ********** were on the list of places to stay, and we love going to ************. I want to make it clear early that part of my entire decision for purchasing the vacuum was based on receiving this trip.I filled out all of the information required (even sent a check for the "Hotel Taxes"), the first attempt failed because I chose a date that was within +/-7 days of a federal holiday so they asked me to resubmit new dates. On the second submission, my dates fit the requirements and they confirmed that they were "searching for availability" which they never found and responded by sending me a new link to enter new dates. Keep in mind this was my third attempt to choose dates (I could have found a hotel or cabin 10x over in ************ or ********** in this amount of time). I went ahead and submitted more dates that fit the requirements but this time they responded differently, they said "If we are unable to secure a room by (date) we will send you a refund". This caught my attention because that was the last thing that I wanted. I replied asking them not to send a refund but to send a new form that would allow me to choose more dates, with the idea that I would at some point get to successfully redeem this stay. They responded with "Unfortunately this promotional offer has no more links to send to pick dates" effectively that I was out of attempts to choose a date when in all reality, they failed to find availability for 2/3 of the attempts. I was professional and reiterated my request for a new form to submit new dates but they stopped responded and that is why I am here. This is totally unfair, they are dismissing my reward after I have done nothing but cooperate with what I now know are a scam. DO NOT TRUST THESE VOUCHERS, THEY ARE NOTHING BUT A SCAM! My reviews will not stop here!
Business response
12/06/2023
To whom it may concern,
Customer Choice Rewards is a promotional travel incentive company that has hundreds of companies that use our incentives in their sales and marketing campaigns. Rainbow is one of the distributors of the 2-night hotel stay voucher. Once they are sent to the distributor Customer Choice Rewards has no way of knowing who they were given to or under what circumstances. We do not know if a person purchased a product, test drove a car, attended a presentation, donated a car, etc. The promotional offer does require that all participants follow the terms and conditions as stated on the voucher and all accommodations are based upon availability of our promotional inventory. Each participant is given three opportunities to request travel. As stated on the front of the voucher the offer has a Retail Value of Up To $250.00. If we are unable to secure suitable accommodations on the dates and in the destination requested under the $250.00 budget, we cannot fulfill the offer and a full refund is processed. While this doesn't happen often it does happen. In 2023 **********/************ has been the number one requested destination and unfortunately, the demand exceeded the availability. We apologize for any inconvenience.
**************** refund was processed and mailed out on 11/6/23
11/6/2023 1:42:15 PM 11/06/2023 ***** ******** ********************* / ************************************************************************************* / ********** / / ****************************
Sincerely,
Customer Choice Rewards

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