Mon, May 31, 2010 9:25:14 PMFollow-up Status of Complaints dated April 2, 2010
From: Mary Ann Ladines <[email protected]> View Contact
To: [email protected]
Cc: [email protected]


--------------------------------------------------------------------------------


----- Forwarded Message ----
From: Mary Ann Ladines <[email protected]>
To: [email protected]
Cc: [email protected]
Sent: Fri, April 2, 2010 8:07:30 AM
Subject: Fw: Misleading Information about Cancun Travel Unlimited Promotion


These are the email letters that were exchanged between PROFECO and I. Please review them thoroughly. Hopefully this case gets resolved as soon as possible. Thank You.


----- Forwarded Message ----
From: Public Information <[email protected]>
To: Mary Ann Ladines <[email protected]>
Sent: Wed, March 31, 2010 9:53:33 AM
Subject: Re: Misleading Information about Cancun Travel Unlimited Promotion

Dear Ms. Ladines:

Thank you for your recent message. We appreciate your contacting the
Office of the Attorney General.

Your letter has been forwarded to our Consumer Protection Division
(CPD) for review. If additional information is needed, CPD will contact
you. CPD monitors business practices and determines priorities for
enforcement. When appropriate, CPD takes action to stop violations of
Texas consumer protection laws. We appreciate your assistance in this
effort. You may also wish to read the consumer protection section of our
Web site for more information on the complaint process and for
additional options at www.texasattorneygeneral.gov/consumer.

Consumer complaints sometimes form the basis for an investigation or
other action against a company by this office. Any legal action that
this office may take against a company would be on behalf of the State
of Texas, not an individual.

You may also wish to contact PROFECO, Mexico's federal consumer
protection agency. PROFECO can mediate disputes and investigate
consumer complaints. All complaints by U.S. citizens are handled by
PROFECO's English-speaking office in Mexico City. You can contact that
agency as follows:

PROFECO
Av. José Vasconcelos No. 208
Piso 6
Col. Condesa
Mexico D.F. C.P. 06140.
(+52) 55 5211-1723 (phone)
(+52) 55 5211-2052 (fax)
[email protected]
www.profeco.gob.mx/consumidor/denuncias1.asp

Again, thank you for writing. Please feel free to contact the Office of
the Attorney General if we may be of assistance in any other matter.

Katherine S. Wood
Public Information and Assistance
Office of the Attorney General of Texas


>>> Mary Ann Ladines <[email protected]> 3/30/2010 10:32 PM >>>


__________________________________________________________________
To: Attorney General
cc: [email protected]
Subject: Misleading Information about Cancun Travel Promotion Package
Date: March 30, 2010

On June 04, 2010, Benedict Lim and I bought an accommodation package
from Cancun Travel Unlimited when they had a promotion through
telemarketing. This vacation package includes 2 adults and 2 children
(17 or under) for 5 days and 4 nights at Cancun, 6 days and 5 nights in
central Florida with free 2 passes at Disney world (which we have not
received yet), and 3 days and 2 nights cruise in the Bahamas. We paid
$398.00 US dollars excluding tax for each group on our visa card. We were
provided with these booking numbers: 12001630 and 12001670. Prior to
purchasing the vacation package, the sales representative clearly
explained to us that if we are not able to travel within 18 months after
purchasing, we must notify them in order to extend the reservation at no
charge, except for the $100 tax, as this vacation package promotion is
valid for 3 years from the date of purchase.

I then received a form a month after I purchased the vacation package.


This was written on the form that was sent to us:
Simply Call Toll Free 1-866-760-1843, when you are ready to book your
Cancun vacation travel dates (a small reservation/activation fee is due
at the time of booking). You have 12 months to make your reservation and
you may travel anytime in the next 18 months.

I am fully aware of the $100 tax fee because I was informed by their
representative of this prior to purchasing the vacation package;
however, I was not informed and not aware of the small
reservation/activation fee at the time of booking. I thought that this
was the only issue I had with them, but as the months pass by, I kept on
receiving new information from them that I was not informed of before.

On March 30, 2010, we received a phone call from Ana Sophia (Sophie)
1800-806-6429 ext.6488, the customer service representative at
Cancun Travel Unlimited, who advised us to book a reservation as soon
as possible because the package will expire by the end of this year (2010).
She stated that if we are not able to use the accommodation package
this year, she could extend it until June 2011 but we have to agree to
pay for the $100 extension fee on top of the $ 100 tax fee, or else we will
lose the opportunity to avail such package.

This was a huge disappointment because it was not what we have agreed
upon, and it was not what we have been told. When I had the chance to
speak to her regarding this issue explaining my side of the story, she
completely disregarded what I had to say. Instead of receiving proper
help for the sake of clarity, all I got was a lack of empathy from her.
She was rude to the point that she did not give me the opportunity to
speak. Instead she kept on forcing their company policy on me. I was
never aware of their company policy as I have never been told about it.


I was so upset because I only wanted to know what was going on. It
seems to me that they are just trying to trick me with misleading
information. As a customer, I have the right to ask where my money is
going, and why they have not notified me about this sudden expiration
date and extension fee months in advance, or even at the date of
purchase. She admitted that the package that I had bought is good for
3 years but I have to avail the accommodation each year for Cancun,
Florida & Bahamas. She kept on saying repetitively, “What is your
problem?”, “You cannot understand”, and “I am busy right now I
have other clients to deal with”. I just wanted to know what is going
on. So, I told her, “I am your client too” and “This is extremely
confusing for me since this was not what I had agreed upon with your
sales representative at the date of purchase. I completely was not
informed of this”. She kept on cutting me off and I eventually decided
to hang up and call back later.

I then called again and spoke to Angel. He told me the exact same
thing. He said he had already spoken to Sophie. I asked him if I could
talk to their manager. After fifteen minutes on hold, he told me that
they had four managers on duty, and asked me which one I wanted to speak
with. I told him that it did not matter. I can talk to whoever was
available. He then replied with, “Oh, they are all busy right now.
They cannot talk to you and they will tell you the same thing, they will
explain it to you over and over again and you will still not get it.
Plus, I have other clients waiting for me.” He hung up on me. I was
appalled by their lack customer service skills, seeing as how they have
dealt so poorly with this issue.

The reason why we purchased the package in the first place was because
the promotion appealed to us. Unfortunately, it turned out that they
were just trying to get more money from us. We are extremely
dissatisfied with the service that we have received from their customer
service representatives as they lacked customer service skills,
professionalism, ethics, empathy, and respect. Aside from that, the
service was not carried out properly. I am very disappointed to make the
conclusion that they are just trying to take our money by misleading us
with different information.

To resolve the problem, we would appreciate your help. We would rather
get a refund and get our money back to our credit card.

I look forward to your reply and a solution to our problem. I will wait
until the end of the month before seeking help from a consumer
protection agency or Better Business Bureau. Please contact me at the
e-mail address provided below.

Sincerely,


Mary Ann Ladines
301 - 760 Kingsway
Vancouver, BC, Canada
V5V 3C1
Email: [email protected]


--------------------------------------------------------------------------------
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Full ViewFw: Misleading Information about Cancun Travel Unlimited Promotion
From: Mary Ann Ladines <[email protected]> View Contact
To: [email protected]
Cc: [email protected]


--------------------------------------------------------------------------------


----- Forwarded Message ----
From: Public Information <[email protected]>
To: Mary Ann Ladines <[email protected]>
Sent: Wed, March 31, 2010 9:53:33 AM
Subject: Re: Misleading Information about Cancun Travel Unlimited Promotion

Dear Ms. Ladines:

Thank you for your recent message. We appreciate your contacting the
Office of the Attorney General.

Your letter has been forwarded to our Consumer Protection Division
(CPD) for review. If additional information is needed, CPD will contact
you. CPD monitors business practices and determines priorities for
enforcement. When appropriate, CPD takes action to stop violations of
Texas consumer protection laws. We appreciate your assistance in this
effort. You may also wish to read the consumer protection section of our
Web site for more information on the complaint process and for
additional options at www.texasattorneygeneral.gov/consumer.

Consumer complaints sometimes form the basis for an investigation or
other action against a company by this office. Any legal action that
this office may take against a company would be on behalf of the State
of Texas, not an individual.

You may also wish to contact PROFECO, Mexico's federal consumer
protection agency. PROFECO can mediate disputes and investigate
consumer complaints. All complaints by U.S. citizens are handled by
PROFECO's English-speaking office in Mexico City. You can contact that
agency as follows:

PROFECO
Av. José Vasconcelos No. 208
Piso 6
Col. Condesa
Mexico D.F. C.P. 06140.
(+52) 55 5211-1723 (phone)
(+52) 55 5211-2052 (fax)
[email protected]
www.profeco.gob.mx/consumidor/denuncias1.asp

Again, thank you for writing. Please feel free to contact the Office of
the Attorney General if we may be of assistance in any other matter.

Katherine S. Wood
Public Information and Assistance
Office of the Attorney General of Texas


>>> Mary Ann Ladines <[email protected]> 3/30/2010 10:32 PM >>>


__________________________________________________________________
To: Attorney General
cc: [email protected]
Subject: Misleading Information about Cancun Travel Promotion Package
Date: March 30, 2010

On June 04, 2010, Benedict Lim and I bought an accommodation package
from Cancun Travel Unlimited when they had a promotion through
telemarketing. This vacation package includes 2 adults and 2 children
(17 or under) for 5 days and 4 nights at Cancun, 6 days and 5 nights in
central Florida with free 2 passes at Disney world (which we have not
received yet), and 3 days and 2 nights cruise in the Bahamas. We paid
$398.00 US dollars excluding tax for each group on our visa card. We were
provided with these booking numbers: 12001630 and 12001670. Prior to
purchasing the vacation package, the sales representative clearly
explained to us that if we are not able to travel within 18 months after
purchasing, we must notify them in order to extend the reservation at no
charge, except for the $100 tax, as this vacation package promotion is
valid for 3 years from the date of purchase.

I then received a form a month after I purchased the vacation package.


This was written on the form that was sent to us:
Simply Call Toll Free 1-866-760-1843, when you are ready to book your
Cancun vacation travel dates (a small reservation/activation fee is due
at the time of booking). You have 12 months to make your reservation and
you may travel anytime in the next 18 months.

I am fully aware of the $100 tax fee because I was informed by their
representative of this prior to purchasing the vacation package;
however, I was not informed and not aware of the small
reservation/activation fee at the time of booking. I thought that this
was the only issue I had with them, but as the months pass by, I kept on
receiving new information from them that I was not informed of before.

On March 30, 2010, we received a phone call from Ana Sophia (Sophie)
1800-806-6429 ext.6488, the customer service representative at
Cancun Travel Unlimited, who advised us to book a reservation as soon
as possible because the package will expire by the end of this year (2010).
She stated that if we are not able to use the accommodation package
this year, she could extend it until June 2011 but we have to agree to
pay for the $100 extension fee on top of the $ 100 tax fee, or else we will
lose the opportunity to avail such package.

This was a huge disappointment because it was not what we have agreed
upon, and it was not what we have been told. When I had the chance to
speak to her regarding this issue explaining my side of the story, she
completely disregarded what I had to say. Instead of receiving proper
help for the sake of clarity, all I got was a lack of empathy from her.
She was rude to the point that she did not give me the opportunity to
speak. Instead she kept on forcing their company policy on me. I was
never aware of their company policy as I have never been told about it.


I was so upset because I only wanted to know what was going on. It
seems to me that they are just trying to trick me with misleading
information. As a customer, I have the right to ask where my money is
going, and why they have not notified me about this sudden expiration
date and extension fee months in advance, or even at the date of
purchase. She admitted that the package that I had bought is good for
3 years but I have to avail the accommodation each year for Cancun,
Florida & Bahamas. She kept on saying repetitively, “What is your
problem?”, “You cannot understand”, and “I am busy right now I
have other clients to deal with”. I just wanted to know what is going
on. So, I told her, “I am your client too” and “This is extremely
confusing for me since this was not what I had agreed upon with your
sales representative at the date of purchase. I completely was not
informed of this”. She kept on cutting me off and I eventually decided
to hang up and call back later.

I then called again and spoke to Angel. He told me the exact same
thing. He said he had already spoken to Sophie. I asked him if I could
talk to their manager. After fifteen minutes on hold, he told me that
they had four managers on duty, and asked me which one I wanted to speak
with. I told him that it did not matter. I can talk to whoever was
available. He then replied with, “Oh, they are all busy right now.
They cannot talk to you and they will tell you the same thing, they will
explain it to you over and over again and you will still not get it.
Plus, I have other clients waiting for me.” He hung up on me. I was
appalled by their lack customer service skills, seeing as how they have
dealt so poorly with this issue.

The reason why we purchased the package in the first place was because
the promotion appealed to us. Unfortunately, it turned out that they
were just trying to get more money from us. We are extremely
dissatisfied with the service that we have received from their customer
service representatives as they lacked customer service skills,
professionalism, ethics, empathy, and respect. Aside from that, the
service was not carried out properly. I am very disappointed to make the
conclusion that they are just trying to take our money by misleading us
with different information.

To resolve the problem, we would appreciate your help. We would rather
get a refund and get our money back to our credit card.

I look forward to your reply and a solution to our problem. I will wait
until the end of the month before seeking help from a consumer
protection agency or Better Business Bureau. Please contact me at the
e-mail address provided below.

Sincerely,


Mary Ann Ladines
301 - 760 Kingsway
Vancouver, BC, Canada
V5V 3C1
Email: [email protected]


--------------------------------------------------------------------------------
Looking for the perfect gift? Give the gift of Flickr!


Full ViewFw: VACATION TO CANCUN, MEX!!!
From: Mary Ann Ladines <[email protected]> View Contact
To: Ben Lim <[email protected]>


--------------------------------------------------------------------------------


----- Forwarded Message ----
From: Benedict Vincent Lim <[email protected]>
To: Mary Ann Ladines <[email protected]>
Sent: Tue, March 30, 2010 10:24:05 PM
Subject: Fw: VACATION TO CANCUN, MEX!!!


----- Forwarded Message ----
From: cancunactivations1 <[email protected]>
To: [email protected]
Sent: Mon, March 29, 2010 5:20:43 PM
Subject: Fw: VACATION TO CANCUN, MEX!!!


Hi Benedict Vincent Lim,

This is Sophia from the Reservation Department, I tried to call you but i couldnt get a hold of you. Just a quick message to advise that your package is about to expire. You still have the 6 days/5 nights in Cancun, Mexico ( For 2 adults and 2 children under the age of 18)

We have limited availability and you had a year to make the reservation( this package was purchased a year ago), we are already closing dates for March, April, May and July. Reserve with me by this Friday to avoid extension fees.
You can choose to travel any dates available and change them later (with no extra charge) as long as you let us know at least 3 weeks prior to your scheduled arrival. Ask me for the details.


If you call back before Friday and book your reservation, I can offer you a free extension until december (It usually costs 150usd) and one extra night for free. But if you travel in low season I can give you 2 free extra nights and you will have a full week.

High sesason Dates - Jan, Feb, Mar, Apri, Jul, Aug, Nov 14 -, Dec 14 -,
Low Season Dates - May, Jun, Sept, Oct, Nov 01-14, Dec 01-14.

All you have to pay is the $110 hotel tax and the $49 reservation fee to make your booking.

If you wish to upgrade to All Inclusive where all your food and drink is included, we will still honor the 2009 rates of 120usd per person per night for high season or 89usd pppn for low season.

All inclusive benefits include:


v Unlimited beverages alcoholic and non- alcoholic. Premium liquor brands at sponsor resorts only. *


v Unlimited meals with variety of restaurants and bars: A la carte, gourmet Mexican or Italian restaurants, international breakfast, lunch and dinner buffet, plus sky lounge


v Stay at one and play at all 4 properties, inter-hotel shuttle provided every hour from your lobby.


v Yoga, meditation, Pilates, cooking lessons, Spanish lessons, Salsa, Meringue, and Bachata lessons.


v Unlimited non motorized water activities: Kayaks, hobie cats, windsurfing, paddle boats which are available at the Sunset Lagoon Marina.


v One lobster dinner per stay, juice therapy bar, cantina lobby bar and Swim up pool bars.


v Out doors theaters with theme dinner shows at sponsor resorts. *


v Taxes and tips included and more.


*Sponsor resorts are Sunset Royal and the Sunset Lagoon.


We invite you to visit our website. www.mypremiervacations.com where you can log-in with the ID number that is on the subject line above and your email address. Here you will be able to check the details of your vacation package, follow up on the status of your reservation, print off your reservation confirmation letter, review the frequently asked questions page, obtain helpful tips for your trip, and much more.

Please contact me right away and I can answer any questions you might have and help you reserve your vacation while this offer is valid.

I look forward to hearing from you.


CALL NOW. DONT MISS IT!!!

Anna Sophia.

Best regards

Reservation Department

Cancun Travel Unlimited
1800 806 6429 ext 6488


__________ Información de NOD32, revisión 4919 (20100305) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


__________ Información de NOD32, revisión 4919 (20100305) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


__________ Información de NOD32, revisión 4947 (20100315) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


--------------------------------------------------------------------------------
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Full ViewFw: VACATION TO CANCUN, MEX!!!
From: Mary Ann Ladines <[email protected]> View Contact
To: Ben Lim <[email protected]>


--------------------------------------------------------------------------------


----- Forwarded Message ----
From: Benedict Vincent Lim <[email protected]>
To: Mary Ann Ladines <[email protected]>
Sent: Tue, March 30, 2010 10:25:30 PM
Subject: Fw: VACATION TO CANCUN, MEX!!!


----- Forwarded Message ----
From: cancunactivations1 <[email protected]>
To: [email protected]
Sent: Wed, March 24, 2010 5:50:19 PM
Subject: Fw: VACATION TO CANCUN, MEX!!!


Hi Benedict Vincent Lim,

This is Sophia from the Reservation Department, I tried to call you but i couldnt get a hold of you. Just a quick message to advise that your package is about to expire. You still have the 6 days/5 nights in Cancun, Mexico ( For 2 adults and 2 children under the age of 18)

We have limited availability and you had a year to make the reservation( this package was purchased a year ago), we are already closing dates for March, April, May and July. Reserve with me by this Friday to avoid extension fees.
You can choose to travel any dates available and change them later (with no extra charge) as long as you let us know at least 3 weeks prior to your scheduled arrival. Ask me for the details.


If you call back before Friday and book your reservation, I can offer you a free extension until december (It usually costs 150usd) and one extra night for free. But if you travel in low season I can give you 2 free extra nights and you will have a full week.

High sesason Dates - Jan, Feb, Mar, Apri, Jul, Aug, Nov 14 -, Dec 14 -,
Low Season Dates - May, Jun, Sept, Oct, Nov 01-14, Dec 01-14.

All you have to pay is the $110 hotel tax and the $49 reservation fee to make your booking.

If you wish to upgrade to All Inclusive where all your food and drink is included, we will still honor the 2009 rates of 120usd per person per night for high season or 89usd pppn for low season.

All inclusive benefits include:


v Unlimited beverages alcoholic and non- alcoholic. Premium liquor brands at sponsor resorts only. *


v Unlimited meals with variety of restaurants and bars: A la carte, gourmet Mexican or Italian restaurants, international breakfast, lunch and dinner buffet, plus sky lounge


v Stay at one and play at all 4 properties, inter-hotel shuttle provided every hour from your lobby.


v Yoga, meditation, Pilates, cooking lessons, Spanish lessons, Salsa, Meringue, and Bachata lessons.


v Unlimited non motorized water activities: Kayaks, hobie cats, windsurfing, paddle boats which are available at the Sunset Lagoon Marina.


v One lobster dinner per stay, juice therapy bar, cantina lobby bar and Swim up pool bars.


v Out doors theaters with theme dinner shows at sponsor resorts. *


v Taxes and tips included and more.


*Sponsor resorts are Sunset Royal and the Sunset Lagoon.


We invite you to visit our website. www.mypremiervacations.com where you can log-in with the ID number that is on the subject line above and your email address. Here you will be able to check the details of your vacation package, follow up on the status of your reservation, print off your reservation confirmation letter, review the frequently asked questions page, obtain helpful tips for your trip, and much more.

Please contact me right away and I can answer any questions you might have and help you reserve your vacation while this offer is valid.

I look forward to hearing from you.


CALL NOW. DONT MISS IT!!!

Anna Sophia.

Best regards

Reservation Department

Cancun Travel Unlimited
1800 806 6429 ext 6488


__________ Información de NOD32, revisión 4919 (20100305) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


__________ Información de NOD32, revisión 4919 (20100305) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


__________ Información de NOD32, revisión 4947 (20100315) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


--------------------------------------------------------------------------------

Yahoo! Canada Toolbar : Search from anywhere on the web and bookmark your favourite sites. Download it now!


Full ViewFw: VACATION TO CANCUN, MEX!!!
From: Mary Ann Ladines <[email protected]> View Contact
To: Ben Lim <[email protected]>


--------------------------------------------------------------------------------


----- Forwarded Message ----
From: Benedict Vincent Lim <[email protected]>
To: Mary Ann Ladines <[email protected]>
Sent: Tue, March 30, 2010 10:25:30 PM
Subject: Fw: VACATION TO CANCUN, MEX!!!


----- Forwarded Message ----
From: cancunactivations1 <[email protected]>
To: [email protected]
Sent: Wed, March 24, 2010 5:50:19 PM
Subject: Fw: VACATION TO CANCUN, MEX!!!


Hi Benedict Vincent Lim,

This is Sophia from the Reservation Department, I tried to call you but i couldnt get a hold of you. Just a quick message to advise that your package is about to expire. You still have the 6 days/5 nights in Cancun, Mexico ( For 2 adults and 2 children under the age of 18)

We have limited availability and you had a year to make the reservation( this package was purchased a year ago), we are already closing dates for March, April, May and July. Reserve with me by this Friday to avoid extension fees.
You can choose to travel any dates available and change them later (with no extra charge) as long as you let us know at least 3 weeks prior to your scheduled arrival. Ask me for the details.


If you call back before Friday and book your reservation, I can offer you a free extension until december (It usually costs 150usd) and one extra night for free. But if you travel in low season I can give you 2 free extra nights and you will have a full week.

High sesason Dates - Jan, Feb, Mar, Apri, Jul, Aug, Nov 14 -, Dec 14 -,
Low Season Dates - May, Jun, Sept, Oct, Nov 01-14, Dec 01-14.

All you have to pay is the $110 hotel tax and the $49 reservation fee to make your booking.

If you wish to upgrade to All Inclusive where all your food and drink is included, we will still honor the 2009 rates of 120usd per person per night for high season or 89usd pppn for low season.

All inclusive benefits include:


v Unlimited beverages alcoholic and non- alcoholic. Premium liquor brands at sponsor resorts only. *


v Unlimited meals with variety of restaurants and bars: A la carte, gourmet Mexican or Italian restaurants, international breakfast, lunch and dinner buffet, plus sky lounge


v Stay at one and play at all 4 properties, inter-hotel shuttle provided every hour from your lobby.


v Yoga, meditation, Pilates, cooking lessons, Spanish lessons, Salsa, Meringue, and Bachata lessons.


v Unlimited non motorized water activities: Kayaks, hobie cats, windsurfing, paddle boats which are available at the Sunset Lagoon Marina.


v One lobster dinner per stay, juice therapy bar, cantina lobby bar and Swim up pool bars.


v Out doors theaters with theme dinner shows at sponsor resorts. *


v Taxes and tips included and more.


*Sponsor resorts are Sunset Royal and the Sunset Lagoon.


We invite you to visit our website. www.mypremiervacations.com where you can log-in with the ID number that is on the subject line above and your email address. Here you will be able to check the details of your vacation package, follow up on the status of your reservation, print off your reservation confirmation letter, review the frequently asked questions page, obtain helpful tips for your trip, and much more.

Please contact me right away and I can answer any questions you might have and help you reserve your vacation while this offer is valid.

I look forward to hearing from you.


CALL NOW. DONT MISS IT!!!

Anna Sophia.

Best regards

Reservation Department

Cancun Travel Unlimited
1800 806 6429 ext 6488


__________ Información de NOD32, revisión 4919 (20100305) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


__________ Información de NOD32, revisión 4919 (20100305) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


__________ Información de NOD32, revisión 4947 (20100315) __________

Este mensaje ha sido analizado con NOD32 antivirus system
http://www.nod32.com


--------------------------------------------------------------------------------

Yahoo! Canada Toolbar : Search from anywhere on the web and bookmark your favourite sites. Download it now!


Full Viewupdate
From: Mary Ann Ladines <[email protected]> View Contact
To: [email protected]
Cc: [email protected]


--------------------------------------------------------------------------------

Dear Sir/Madam,

I already sent all the documents that you needed from Cancun Travel Unlimited as per your email. Ron from Cancun Travel called and threatened me that if I don't book and pay the booking fee now they're going to cancel my accomodation package. He kept on enforcing their company policy on me that the information that I got from their sales person who sold the package was incorrect. That's not my problem anymore, all we want is our money back. We are very dissapointed of their customer service they were rude and disrespectful. They won't give you the opportunity to speak nor explain your side. I tried to asked several times if they could send me an email so that I have a proof of our conversation but all I got was still a phone call from them.

I am seriously ill and off at work for a week now due to too much stress that I got from them. This has need to be stop of calling, threatening and blaming me that it was my fault that I didn't get their company policy.

Please I am begging for your help. I don't want to deal with them anymore.

I look forward to your reply and a solution to our problem. Thank you very much.


Sincerely,

Mary Ann Ladines
604-8730644


Full ViewRe: RV: Follow-up Status of Complaints dated April 2, 2010
From: Mary Ann Ladines <[email protected]> View Contact
To: Conciliacion a Extranjeros <[email protected]>


--------------------------------------------------------------------------------

Dear Laura,

I already mailed the cancellation letter to Cancun Travel Unlimited through registered mail and I will fax it to you tomorrow August 10, 2010. I could not access my email for weeks hence the late response. I apologize for this delay.

Sincerely,
Mary ann


--------------------------------------------------------------------------------

From: Conciliacion a Extranjeros <[email protected]>
To: [email protected]
Sent: Wed, August 4, 2010 11:44:17 AM
Subject: RV: Follow-up Status of Complaints dated April 2, 2010


Subprocuraduría de Servicios

Dirección General de Quejas y Conciliación

Dirección de Conciliación y Programas Especiales

Departamento de Conciliación a Residentes en el Extranjero


“2010, Año de la Patria, Bicentenario del Inicio de la Independencia y Centenario del Inicio de la Revolución”


Dear Mary Ann Ladines,


We have not received any answer from you to our e-mail below. You may contact us by this same mean, by fax: 011 52 55 56 25 66 21, by phone 011 52 55 52 11 17 23 or by mail to:


Procuraduría Federal del Consumidor

Dirección General de Quejas y Conciliación

Av. Jose Vasconcélos no. 208, 6º piso

Col. Condesa. Del. Cuauhtémoc

C.P. 06140, México, D.F. (Mexico City)


It is important to forward the information requested within the term of 10 days, once you have received our notice. Otherwise it will be assumed that no interest exists on following the conciliation/mediation procedure and your claim will be file for lacking of interest. Thank you


An acknowledgement of receipt of this e-mail would greatly be appreciated. Thank you


Sincerely,


Laura Mejía

Department of Conciliation

Services for Foreign Residents PROFECO


--------------------------------------------------------------------------------

De: Conciliacion a Extranjeros
Enviado el: Jueves, 08 de Julio de 2010 11:58 a.m.
Para: '[email protected]'
Asunto: RV: Follow-up Status of Complaints dated April 2, 2010


Subprocuraduría de Servicios

Dirección General de Quejas y Conciliación

Dirección de Conciliación y Programas Especiales

Departamento de Conciliación a Residentes en el Extranjero


“2010, Año de la Patria, Bicentenario del Inicio de la Independencia y Centenario del Inicio de la Revolución”


Dear Mary Ann Ladines,


We inform you that we have received your paperwork.


We inform you that for promotion through telemarketing the Art. 56 from the Consumer Protection Law is applied:


Article 56 of the Federal Consumer Protection Law states: "The contract will be perfected within five working days from the delivery of, or the signature of the contract, which ever occurs the latest. During this period, the consumer will have the right to revoke his consent without any responsibility. The revocation will have to be by means of warning or delivery of notice, in person, by registered mail, or another method of average reliability. The revocation according to this article, will terminate the contract. In this case, the costs of shipping and insurance will be the responsibility of the consumer. If the contract is for services, this article will not be applicable if the date of receipt of the service is less than ten working days from the date of the order of purchase."


It means that you had 5 business days after the reception of your paperwork /contract in order to cancel without penalization.


In your description of claim you manifest that want to cancel this contract, so you need to send your cancellation directly to the company however, if this not in time cancellation policies will be applied.


In order to file a formal complaint with Profeco we will require the following information:


1. Complete complaint form. (Attached)

2. Copy of the receipt of the mail the company sent you with the contract

3. Copy of proof of sending of the cancellation request such acknowledgment, post receipt or note of sending and proof of the non fulfillment.


You may send the information by this mean or by fax to: 011 52 55 56 25 66 21


Thank you


Sincerely,


Laura Mejía

Department of Conciliation

Services for Foreign Residents PROFECO


--------------------------------------------------------------------------------

De: Conciliacion a Extranjeros
Enviado el: Miércoles, 02 de Junio de 2010 01:45 p.m.
Para: '[email protected]'
Asunto: RV: Follow-up Status of Complaints dated April 2, 2010


Subprocuraduría de Servicios

Dirección General de Quejas y Conciliación

Dirección de Conciliación y Programas Especiales

Departamento de Conciliación a Residentes en el Extranjero


“2010, Año de la Patria, Bicentenario del Inicio de la Independencia y Centenario del Inicio de la Revolución”


Dear Mary Ann Ladines,


The Consumer Protection Agency, PROFECO, is part of the administrative branch of the Federal Government of Mexico. The Department of Conciliation Services for Foreign Residents provides assistance towards trying to conciliate controversies for foreign or Mexican citizens living abroad that acquire any product or service from a Mexican supplier.

Because of the administrative nature of this Agency, Profeco cannot dictate mandatory resolutions to resolve controversies presented before us; therefore, we cannot force a reply from a company. We assist the parties within a mediation/conciliation procedure; based on the terms of the contract that consumer supplies us. Conciliation is an inexpensive way to settle a problem and keep it out of court.

According to the Federal Law of Consumer’s Protection, to submit a complaint through this Agency a term of one-year statue of limitations, after the purchase or inconformity shall be applied; besides, verbal promises will not be suitable in this conciliation procedure.

Profeco does not require the presence of the consumer during the mediation procedure. To be able to analyze your paperwork, and if applicable by law, start the conciliation/mediation procedure, it is required to submit, the following information:

1. Complete complaint form. (Attached)

2. Copy of the ID of the persons who signed the contract (Passport or Driver’s License).

3. Copy of the entire contract (ALL clauses and / or recitals)

4. Copy of the evidence of payment of the total amounts paid, such as credit card statements.

5. Copy of proof of sending of the cancellation request such acknowledgment, post receipt or note of sending as long as recent communications between you and the company and / or proof of the non fulfillment if available.


Mail the supporting materials to:


Procuraduría Federal del Consumidor

Dirección General de Quejas y Conciliación

Av. Jose Vasconcélos no. 208, 6º piso

Col. Condesa. Del. Cuauhtémoc

C.P. 06140, México, D.F. (Mexico City)


It is important to stress that all personal and confidential information collected by Profeco, will be considered as non disclosed and protected by our Federal Laws. For further information do not hesitate to contact us to: (+52) 55-52-11-17-23 or to our e-mail: [email protected]


Thank you


Sincerely,


Laura Mejía

Department of Conciliation

Services for Foreign Residents PROFECO


--------------------------------------------------------------------------------

De: Mary Ann Ladines [mailto:[email protected]]
Enviado el: Lunes, 31 de Mayo de 2010 10:25 p.m.
Para: Conciliacion a Extranjeros
CC: [email protected]
Asunto: Follow-up Status of Complaints dated April 2, 2010


----- Forwarded Message ----
From: Mary Ann Ladines <[email protected]>
To: [email protected]
Cc: [email protected]
Sent: Fri, April 2, 2010 8:07:30 AM
Subject: Fw: Misleading Information about Cancun Travel Unlimited Promotion


----- Forwarded Message ----
From: Public Information <[email protected]>
To: Mary Ann Ladines <[email protected]>
Sent: Wed, March 31, 2010 9:53:33 AM
Subject: Re: Misleading Information about Cancun Travel Unlimited Promotion

Dear Ms. Ladines:

Thank you for your recent message. We appreciate your contacting the
Office of the Attorney General.

Your letter has been forwarded to our Consumer Protection Division
(CPD) for review. If additional information is needed, CPD will contact
you. CPD monitors business practices and determines priorities for
enforcement. When appropriate, CPD takes action to stop violations of
Texas consumer protection laws. We appreciate your assistance in this
effort. You may also wish to read the consumer protection section of our
Web site for more information on the complaint process and for
additional options at www.texasattorneygeneral.gov/consumer.

Consumer complaints sometimes form the basis for an investigation or
other action against a company by this office. Any legal action that
this office may take against a company would be on behalf of the State
of Texas, not an individual.

You may also wish to contact PROFECO, Mexico's federal consumer
protection agency. PROFECO can mediate disputes and investigate
consumer complaints. All complaints by U.S. citizens are handled by
PROFECO's English-speaking office in Mexico City. You can contact that
agency as follows:

PROFECO
Av. José Vasconcelos No. 208
Piso 6
Col. Condesa
Mexico D.F. C.P. 06140.
(+52) 55 5211-1723 (phone)
(+52) 55 5211-2052 (fax)
[email protected]
www.profeco.gob.mx/consumidor/denuncias1.asp

Again, thank you for writing. Please feel free to contact the Office of
the Attorney General if we may be of assistance in any other matter.

Katherine S. Wood
Public Information and Assistance
Office of the Attorney General of Texas


>>> Mary Ann Ladines <[email protected]> 3/30/2010 10:32 PM >>>


__________________________________________________________________
To: Attorney General
cc: [email protected]
Subject: Misleading Information about Cancun Travel Promotion Package
Date: March 30, 2010

On June 04, 2010, Benedict Lim and I bought an accommodation package
from Cancun Travel Unlimited when they had a promotion through
telemarketing. This vacation package includes 2 adults and 2 children
(17 or under) for 5 days and 4 nights at Cancun, 6 days and 5 nights in
central Florida with free 2 passes at Disney world (which we have not
received yet), and 3 days and 2 nights cruise in the Bahamas. We paid

$398.00 US dollars excluding tax for each group on our visa card. We were
provided with these booking numbers: 12001630 and 12001670. Prior to
purchasing the vacation package, the sales representative clearly
explained to us that if we are not able to travel within 18 months after
purchasing, we must notify them in order to extend the reservation at no
charge, except for the $100 tax, as this vacation package promotion is
valid for 3 years from the date of purchase.

I then received a form a month after I purchased the vacation package.


This was written on the form that was sent to us:
Simply Call Toll Free 1-866-760-1843, when you are ready to book your
Cancun vacation travel dates (a small reservation/activation fee is due
at the time of booking). You have 12 months to make your reservation and
you may travel anytime in the next 18 months.

I am fully aware of the $100 tax fee because I was informed by their
representative of this prior to purchasing the vacation package;
however, I was not informed and not aware of the small
reservation/activation fee at the time of booking. I thought that this
was the only issue I had with them, but as the months pass by, I kept on
receiving new information from them that I was not informed of before.

On March 30, 2010, we received a phone call from Ana Sophia (Sophie)

1800-806-6429 ext.6488, the customer service representative at

Cancun Travel Unlimited, who advised us to book a reservation as soon

as possible because the package will expire by the end of this year (2010).

She stated that if we are not able to use the accommodation package

this year, she could extend it until June 2011 but we have to agree to

pay for the $100 extension fee on top of the $ 100 tax fee, or else we will

lose the opportunity to avail such package.

This was a huge disappointment because it was not what we have agreed
upon, and it was not what we have been told. When I had the chance to
speak to her regarding this issue explaining my side of the story, she
completely disregarded what I had to say. Instead of receiving proper
help for the sake of clarity, all I got was a lack of empathy from her.
She was rude to the point that she did not give me the opportunity to
speak. Instead she kept on forcing their company policy on me. I was
never aware of their company policy as I have never been told about it.


I was so upset because I only wanted to know what was going on. It
seems to me that they are just trying to trick me with misleading
information. As a customer, I have the right to ask where my money is
going, and why they have not notified me about this sudden expiration
date and extension fee months in advance, or even at the date of
purchase. She admitted that the package that I had bought is good for

3 years but I have to avail the accommodation each year for Cancun,
Florida & Bahamas. She kept on saying repetitively, “What is your
problem?”, “You cannot understand”, and “I am busy right now I
have other clients to deal with”. I just wanted to know what is going
on. So, I told her, “I am your client too” and “This is extremely
confusing for me since this was not what I had agreed upon with your
sales representative at the date of purchase. I completely was not
informed of this”. She kept on cutting me off and I eventually decided
to hang up and call back later.

I then called again and spoke to Angel. He told me the exact same
thing. He said he had already spoken to Sophie. I asked him if I could
talk to their manager. After fifteen minutes on hold, he told me that
they had four managers on duty, and asked me which one I wanted to speak
with. I told him that it did not matter. I can talk to whoever was
available. He then replied with, “Oh, they are all busy right now.
They cannot talk to you and they will tell you the same thing, they will
explain it to you over and over again and you will still not get it.
Plus, I have other clients waiting for me.” He hung up on me. I was
appalled by their lack customer service skills, seeing as how they have
dealt so poorly with this issue.

The reason why we purchased the package in the first place was because
the promotion appealed to us. Unfortunately, it turned out that they
were just trying to get more money from us. We are extremely
dissatisfied with the service that we have received from their customer
service representatives as they lacked customer service skills,
professionalism, ethics, empathy, and respect. Aside from that, the
service was not carried out properly. I am very disappointed to make the
conclusion that they are just trying to take our money by misleading us
with different information.

To resolve the problem, we would appreciate your help. We would rather
get a refund and get our money back to our credit card.

I look forward to your reply and a solution to our problem. I will wait
until the end of the month before seeking help from a consumer
protection agency or Better Business Bureau. Please contact me at the
e-mail address provided below.

Sincerely,


Mary Ann Ladines
301 - 760 Kingsway
Vancouver, BC, Canada
V5V 3C1
Email: [email protected]


--------------------------------------------------------------------------------

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From: Mary Ann Ladines <[email protected]> View Contact
To: Conciliacion a Extranjeros <[email protected]>
Cc: Ben Lim <[email protected]>

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--------------------------------------------------------------------------------


--------------------------------------------------------------------------------
From: Conciliacion a Extranjeros <[email protected]>
To: Mary Ann Ladines <[email protected]>
Sent: Tue, August 10, 2010 8:32:27 AM
Subject: RE: RV: Follow-up Status of Complaints dated April 2, 2010


Thank you


Sincerely,


Laura Mejía

Department of Conciliation

Services for Foreign Residents PROFECO


--------------------------------------------------------------------------------

De: Mary Ann Ladines [mailto:[email protected]]
Enviado el: Lunes, 09 de Agosto de 2010 07:51 p.m.
Para: Conciliacion a Extranjeros
Asunto: Re: RV: Follow-up Status of Complaints dated April 2, 2010


Dear Laura,


I already mailed the cancellation letter to Cancun Travel Unlimited through registered mail and I will fax it to you tomorrow August 10, 2010. I could not access my email for weeks hence the late response. I apologize for this delay.


Sincerely,

Mary ann


--------------------------------------------------------------------------------

From: Conciliacion a Extranjeros <[email protected]>
To: [email protected]
Sent: Wed, August 4, 2010 11:44:17 AM
Subject: RV: Follow-up Status of Complaints dated April 2, 2010


Subprocuraduría de Servicios

Dirección General de Quejas y Conciliación

Dirección de Conciliación y Programas Especiales

Departamento de Conciliación a Residentes en el Extranjero


“2010, Año de la Patria, Bicentenario del Inicio de la Independencia y Centenario del Inicio de la Revolución”


Dear Mary Ann Ladines,


We have not received any answer from you to our e-mail below. You may contact us by this same mean, by fax: 011 52 55 56 25 66 21, by phone 011 52 55 52 11 17 23 or by mail to:


Procuraduría Federal del Consumidor

Dirección General de Quejas y Conciliación

Av. Jose Vasconcélos no. 208, 6º piso

Col. Condesa. Del. Cuauhtémoc

C.P. 06140, México, D.F. (Mexico City)


It is important to forward the information requested within the term of 10 days, once you have received our notice. Otherwise it will be assumed that no interest exists on following the conciliation/mediation procedure and your claim will be file for lacking of interest. Thank you


An acknowledgement of receipt of this e-mail would greatly be appreciated. Thank you


Sincerely,


Laura Mejía

Department of Conciliation

Services for Foreign Residents PROFECO


--------------------------------------------------------------------------------

De: Conciliacion a Extranjeros
Enviado el: Jueves, 08 de Julio de 2010 11:58 a.m.
Para: '[email protected]'
Asunto: RV: Follow-up Status of Complaints dated April 2, 2010


Subprocuraduría de Servicios

Dirección General de Quejas y Conciliación

Dirección de Conciliación y Programas Especiales

Departamento de Conciliación a Residentes en el Extranjero


“2010, Año de la Patria, Bicentenario del Inicio de la Independencia y Centenario del Inicio de la Revolución”


Dear Mary Ann Ladines,


We inform you that we have received your paperwork.


We inform you that for promotion through telemarketing the Art. 56 from the Consumer Protection Law is applied:


Article 56 of the Federal Consumer Protection Law states: "The contract will be perfected within five working days from the delivery of, or the signature of the contract, which ever occurs the latest. During this period, the consumer will have the right to revoke his consent without any responsibility. The revocation will have to be by means of warning or delivery of notice, in person, by registered mail, or another method of average reliability. The revocation according to this article, will terminate the contract. In this case, the costs of shipping and insurance will be the responsibility of the consumer. If the contract is for services, this article will not be applicable if the date of receipt of the service is less than ten working days from the date of the order of purchase."


It means that you had 5 business days after the reception of your paperwork /contract in order to cancel without penalization.


In your description of claim you manifest that want to cancel this contract, so you need to send your cancellation directly to the company however, if this not in time cancellation policies will be applied.


In order to file a formal complaint with Profeco we will require the following information:


1. Complete complaint form. (Attached)

2. Copy of the receipt of the mail the company sent you with the contract

3. Copy of proof of sending of the cancellation request such acknowledgment, post receipt or note of sending and proof of the non fulfillment.


You may send the information by this mean or by fax to: 011 52 55 56 25 66 21


Thank you


Sincerely,


Laura Mejía

Department of Conciliation

Services for Foreign Residents PROFECO


--------------------------------------------------------------------------------

De: Conciliacion a Extranjeros
Enviado el: Miércoles, 02 de Junio de 2010 01:45 p.m.
Para: '[email protected]'
Asunto: RV: Follow-up Status of Complaints dated April 2, 2010


Subprocuraduría de Servicios

Dirección General de Quejas y Conciliación

Dirección de Conciliación y Programas Especiales

Departamento de Conciliación a Residentes en el Extranjero


“2010, Año de la Patria, Bicentenario del Inicio de la Independencia y Centenario del Inicio de la Revolución”


Dear Mary Ann Ladines,


The Consumer Protection Agency, PROFECO, is part of the administrative branch of the Federal Government of Mexico. The Department of Conciliation Services for Foreign Residents provides assistance towards trying to conciliate controversies for foreign or Mexican citizens living abroad that acquire any product or service from a Mexican supplier.

Because of the administrative nature of this Agency, Profeco cannot dictate mandatory resolutions to resolve controversies presented before us; therefore, we cannot force a reply from a company. We assist the parties within a mediation/conciliation procedure; based on the terms of the contract that consumer supplies us. Conciliation is an inexpensive way to settle a problem and keep it out of court.

According to the Federal Law of Consumer’s Protection, to submit a complaint through this Agency a term of one-year statue of limitations, after the purchase or inconformity shall be applied; besides, verbal promises will not be suitable in this conciliation procedure.

Profeco does not require the presence of the consumer during the mediation procedure. To be able to analyze your paperwork, and if applicable by law, start the conciliation/mediation procedure, it is required to submit, the following information:

1. Complete complaint form. (Attached)

2. Copy of the ID of the persons who signed the contract (Passport or Driver’s License).

3. Copy of the entire contract (ALL clauses and / or recitals)

4. Copy of the evidence of payment of the total amounts paid, such as credit card statements.

5. Copy of proof of sending of the cancellation request such acknowledgment, post receipt or note of sending as long as recent communications between you and the company and / or proof of the non fulfillment if available.


Mail the supporting materials to:


Procuraduría Federal del Consumidor

Dirección General de Quejas y Conciliación

Av. Jose Vasconcélos no. 208, 6º piso

Col. Condes

DON'T GET SCAMMED BY CANCUN TRAVEL UNLIMITED!!! We recieved a vacation from this company and were told the only thing not included was the flight. Once we booked the flight, they asked us if we wanted all inclusive. All of the brochures and paper work that came with our package stated all inclusive. They told us that our package was for accomidations only and that it would be $99.00 per night, per person for all inclusive!!! That would bring our grand total for the flight and vacation up to $3000.00!!! And we would have to sit through a 90 minute presentation!. They will not give us our money back because they said it is only transferable, not refundable. We have contacted a lawyer and will be proceeding with legal action!!!

Lied about services offered
Stoled money from credit card
Never answered phone