USA Vacation Homes

Dear Martha,

Thank you for taking the time to communicate why our "reservations policy" did not meet your expectations. We did, however, address your needs and provide the best solution available to resolve your issue as soon as possible. Although we had confirmation from you in June of 2009 that the situation was taken care of to your full satisfaction, we understand a clients need to share their opinions.

As you are aware, we did fully refund the entirety of all payments received by you on your daughter Cassandra's behalf. We were very thankful to be able to have your entire payment returned to you within days of your contacting us regarding your daughters' need to cancel, even though it was clearly outside the perimeters of our cancellation policy.

Please accept our sincerest apology for any trouble or inconvenience you may have experienced. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.

Note: I must add that it is highly suspect that Consumer Affairs would charge a company to "join their service" to respond to complaints. Anyone can come on this sight and post whatever they like (obviously) about any company.

In February I called USA Vacation Homes for my daughter to rent a house for her vacation, I spoke with Oliver, I told her that I was calling for Cassandra, my daughter and that she rents from them at least twice a year, she said that yes Cassandra do rent a lot from them, I reserved the house for Cassandra, I told Cassandra that they needed a deposit, at that time Cassandra's card was over the limit so she asked me to pay it for her and that she would give it back, which she did. At that point I gave them my card number, and they were to take $200.00 from it and that was all.

I spoke to Britt and she sent me pictures of the house. I never got a contract. Cassandra told me that they were no longer going and said that she was cancelling, that was in April before she left the country, On Friday May 15, 2009 I checked my account and USA Vacation Homes had taken $ 1,995.28 from my account, I was not able to get in touch with Cassandra so I called USA Vacation home and told them that Cassandra had cancelled the house around the end of April, they said that they didnot have a cancellation and that the money was non Refundable. At this point and time I can not afford to give away $1,995.28.

I nevergot any thing from them np contract or nothing. All Britt sent me was a picture of the house.

On November 4, I purchase two six bedroom vacation homes; Olivia Zuluaga was my sales representative. She was very informative explaining the detail of the home and what they had to offer me. I finally decided to purchase the two homes for my families annual stay in Orlando, FL. She explained to me that she would send me confirmation via email and for me to look over the package, I informed her I would not be able to look over the package until the holidays and if I had any problems I would get in touch with her.

Well, my family and I was able to review the vacation package and in their policy it states we are require to pay a security deposit of $500 per vacation home. Olivia Zuluaga failed to mention this to me!! She inform me about all the discount they offered and the how beautiful their vacation homes was but never once did she mention anything about a security deposit of $500 which is due when we check-in; this is unacceptable practice. Olivia should have told me this before I gave her my credit card information. Also reading their policy if I cancel my home which I have done they are charging me a $200 per home. I spoke to Olivia via email on November 26 regarding my situation; I told her I should not be charged a cancellation fee but she failed to inform me about this policy before she booked my room.

Her reply was that I should have read their company policy and procedures before I booked the room but I told her how can I read the company policy and procedures when I booked our vacation home via the phone with her. I then went on their website to see if they had any policy and procedures in regards to their vacation home, THEY DONT! As a consumer how am I suppose to know about their policy and procedures if it is not listed on there website or if I book via the phone if it is not told to me. I was mislead, this is dishonest practice; I should not be charged any cancellation fee because I was not inform about any policy and procedures.

This company sell practice needs to be investigated. I also have several email conversation between me an this sales representative apologize for not informing me but they need to be responsible for their actions.