Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2014 my wife and I signed up with Island Traders vacations for what was promised was a exclusive discount vacation service. On or about 2015 we used then to book a vacation that turned out to not be what was sold. No discount comparable to promised, and its service was no different than a traditional travel service. I attempted to call and cancel the service some time after that trip and was told that I couldn't and had to pay what I agreed to. I continued to pay the annual fees not wanting it to impact my credit. I never used the service again and in 2019 I had enough and called again and wanted to cancel the service. I was told again i couldn't so I just stopped paying the fees. This year I received a notice from a collection agent identifying my "amount owed for past due dues" and where to pay. I received a email from the company indicating similar. I responded and told them I had cancelled , had not used their website or received any advertising from the company in many years. I was told by a person named *** that I owed the money and that I had to sign a agreement to separate in order to stop the service. He indicated that Island Traders was being gracious to void the amount owed for the $995 separation fee and sent an email with a signing sheet. He indicated that they had sent a similar notice in 2019 with the same offer. I don't remember this. This *** also sent an email indicating that if I didn't pay it would be turned over to collections and identified the potential cost of this to me and that they were being gracious to recind the dues and only want the fee to leave. After reading so many stories like mine on this site, I am filing this complaint and will not be pressured. I am elderly and on a fixed income but will not be taken advantage of a scam like this. All I have is emails that I can provide so I can't upload right now. H

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2013, my husband and I attended a presentation for the island trader vacation club. At that time, we paid approximately $5000 to join and we were promised to receive 2 vouchers for round trip air travel and 2 all expense paid cruises on Norwegian cruise line. We were also told that if we did not use the island trader services, we would not be charged the yearly dues. We never received the airline vouchers or cruise tickets and lost our initial payment of $5000. About a year ago, island trader started to contact us stating that we owed ten years of dues for their vacation services. We have not ever used these services and dont believe we owe them any money as we were told initially that we did not have to pay if we didnt use the services. They continue to harass us. We are elderly and my husband is 84 and has Parkinsons disease. We cannot afford to pay this especially for a service that we never used. We feel we have been scammed. Can you please help us?

  Business Response

  Date: 04/03/2023

  We have this membership account listed as Father 83 and Daughter 68. These members purchased from and paid to an Independent Distributor whatever amount for the Island Trader Vacations Travel membership package. We are not privy to the financials between the purchaser and the Distributor. Those vouchers were free gifts to attend the sales meeting, they were not purchased and that issues should have been resolved with the distributor some 10 years ago and as these members contract paperwork states those items came from that distributor and have nothing to do with the membership benefits here with us the fulfillment company/travel provider for servicing of what was purchased not any free items . The membership contract paperwork also states there were no separate oral or written warranties/promises made that were contrary to the terms and conditions listed within the membership contract which these members signed and agreed to those terms and conditions. We have never stop billing, rebilling, sending letters of open unpaid accruing balances all by US mail then as a courtesy we have called and emailed these members but again they failed to respond!These members simply need to contact our office and we will help them resolve their account balance in a fair settlement agreement to bring closure to their membership account.

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1-5-2014, my wife and I entered into an agreement with Island Trader Vacations. We initially paid $6995.00 for a Platinum membership, and paid annual renewal dues of $200 - $250 every year thereafter. After 10 years of not utilizing this service, we are seeking to cancel our recurring membership. Island Trader is not providing any reasonable resolution, as each resolution they propose involves a $1200 fee. We seek an amiable and mutual release agreement at a reasonable fee.

  Business Response

  Date: 04/04/2023

  This consumers/members simply need to contact our office and we will be happy to work out a fair settlement agreement for the closure of their membership then having no further cost or obligations.

  Thank You,

  ***
  Member Services

  Customer Answer

  Date: 04/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  Date:02/02/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a travel membership from Island Trader Vacations on 12/4/2012. We paid $4493. The sales presentation promised discounted travel from 50% to 75%. They have grossly misrepresented the promised savings to the point of fraud. For reference, our member # is IT105DD. We booked various cruises through Island Traders. Their service was mediocre but more importantly, the travel rebates were always nominal, not remotely approaching the savings that we had been promised. Cruise lines regularly offered rates at or below ones quoted by Island Traders, with more amenities and much better service. At the end of 2019, we contacted Island Traders to advise that we were cancelling our membership and would not pay the 2020 membership dues. We were told that we did not have to pay the dues, but that would suspend and inactivate our membership.We also told them that due to the covid pandemic, our medical professionals determined that we were "at risk" and cautioned us to avoid unnecessary travel. We are both 75 years old. My wife has stage one liver failure and I have heart disease. Our physicians advised that contracting covid at our age could result in severe prolonged illness or death.We continue to be billed for services that we have not used since our membership was suspended in the amount of $596. They are now demanding we also pay an exorbitant and arbitrary cancellation fee of $950.Nothing in our contract states that we cannot cancel and there is no mention of a fee for doing so.We aver that Island Traders has also committed elder abuse through financial exploitation and this coercion has created mental anguish negatively affecting our health and wellbeing.Island Traders should be made aware that if this matter cannot be resolved to our satisfaction, we have prepared complaints to be filed with the Attorneys General ***** of **********, ****** of ******** and ***** of ********.We want the invoices for the $596 to stop. We want flat cancellation at no cost.

  Business Response

  Date: 02/14/2023

  These members have booked 9 cruises through our travel services receiving discounted prices up front and more than $3315.00 in cash back bonuses on there cruises and as their contract states there can be discounts {up to 50%} off of cruises but that would depend on the request and the available specials at that time. The  membership terms and conditions clearly state what the benefits are and how they work and goes on to state the members agree there were no separate oral or written promised made that they relied on if not outlined in the terms and condition of the membership contract. The claim that cruise lines regularly offer rates at or below quoted by Island Traders with more amenities and much better service?? would be a special offer directly by the cruise line that differers from the cruise request placed but our agents can book those same specials for the membership and still get them a cash back bonus when it applies that the members could never obtain on their own. These members last paid their dues on 12/4/2019 making them active through 12/4/2020. These members then booked insurance for their next cruise on 2/18/20. They next sent an email on 6/1/2020 requesting to cancel the cruise they had booked  because the Mr. had quad bypass surgery and with Covid rearing its ugly head again they did not want to travel. The cruise was cancelled that same day per the members request. There was never a request to cancel at the end of 2019 as these members again paid dues on 12/4/2019 additionally continuing to use the travel services well into 2020 is evidence of this! There was no request to cancel and no talk of anyone from our services stating we would suspend the membership and make it inactive as no one would have the authority to go against the membership contract paperwork. These members admit they continued  to be billed and as a courtesy we called and emailed them offering (then0 current incentives to help them bring their membership up to date to no avail as they failed to respond. It was not until 1/26/2023 that these members stated due to Covid the decided not to travel further because of health conditions. We responded that same day going over their options to properly close/cancel their membership through a Mutual Release document and as their contract which again they signed and agreed to outlines they could sell/transfer their membership anytime after one year from date of purchase so long as the fees were up to date and we approve that sell/transfer if they no longer what to utilize the membership travel services. We are more than willing to reach a fair settlement agreement with these members to release them from any further cost or obligations based on their age, health, and a now request to cancel. These members simply need to contact our office to resolve their open unpaid accruing debt!

  Customer Answer

  Date: 02/14/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

  Business Response

  Date: 03/01/2023

  The Island Trader Vacations Membership Account IT1055DD for ************************* has been resolved as of  2/22/23 as the membership is now closed/cancelled per Mutual Release agreement.

  Customer Answer

  Date: 03/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  How is this company still being able to operate and scam people ? We never used this company . After 2 years of membership and realizing it was a scam we wrote a letter asking to cancel , assuming it was canceled and never hearing from them for 4 years they are now asking for over $500 to leave a service that has never been used.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2014 my husband and I purchased a membership in Island traders vacation. There was a yearly amount due each year. My husband passed in 2015. I paid it for a couple years and then contacted them and told them that he passed and I needed to cancel it. they refused. They said I had to continue to pay. I havent heard from them cents, until yesterday and they said I owe them almost $1000 and then they would cancel it. I told him I would not pay the thousand dollars and they said they would turn me into collections.

  Business Response

  Date: 01/20/2023

  This member was not told we would turn them over to collections as we collect on our owe debt and the membership contract paperwork agreement states the process of resolving any dispute. The ************ and myself have reviewed the membership account so based on that information this member simply needs to contact office to properly close/cancel her membership account through a more than fair settlement agreement. WE are here to help this member and every other member either bring their membership account up to current or properly close/cancel through a Mutual Release document having no further cost or obligation.   

• Initial Complaint

  Date:11/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IN 2014 we attended a high-pressure sales meeting with Island Trader Vacations. To entice ** to join their travel service, we were given certificates for free cruises and air travel. We attempted to use these certificates on several occasions, but the travel service was never able to meet our needs/book the vacations. After accessing their website, which was very rudimentary and rarely worked, and paying dues for several years, we called Island Trader Vacations and expressed our dissatisfaction. Nothing was done to improve service. We called and cancelled service, possibly 2017. There is no formal mechanism for dissolving the contract, so we thought the steps we had taken were adequate. We had not received emails or communication from this company for years until recently when we started receiving letters and calls stating we owed them back dues and fees.

  Business Response

  Date: 11/09/2022

  These members entered into a membership contract signing that they had read, understood, and agreed to the terms within. One of the things cover was a that they purchased of their own free will that they were not pressured and they would have still have state law right of recession time of 3 to 5 days after they went home. Any free incentive given to these members would have been from the independent distributor and the contract also states we as the fulfillment company/travel provider to not preform on those free gifts from another company. These members placed three request total, hotel and two car rentals. I spoke with these members 9/15/16 and the only real issue was they wanted the membership to work how they wanted it to not how it truly worked they were also upset because there were not more car rental companies available in a certain location. I tried to get them to speak with a travel manager about their issues but they refused! They have never requested to cancel by phone, email, or mail nor did they obtained a Mutual Release document to properly close/cancel their membership. We have never stop billing, rebilling, send letters of past due unpaid accruing dues, then we also sent an Audit letter requesting they contact us to resolve their debt and this was all mailed. We also called and emailed offering them (then) current incentives to help them bring their membership account up to date but just as they refused to talk with a travel manager they turned their back on the obligation to pay as agreed. These members simply need to contact our office to either bring their membership account up to date or close/cancel it through a Mutual Release document in a fair settlement agreement.

  Customer Answer

  Date: 11/18/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  I reviewed your response to ourcomplaint.  As stated in ourcomplaint, there is not a process in the contract detailing how to cancel membership.  We did contact your business and state that we would no longer be using your services.  We were never provided any service by Island Traders and felt that the non-performance of Island Traders when we called to state that the promotional packages had al fallen through was an indication of future service. 

  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 3/20/2013 we purchased membership in the amount of $1500 at a local hotel through a salesman.. the services we were told were available were notI As soon as we realized we called to cancel the service . We received aprox 3-4 statements over the years which we ignored and until this month have not had any communication until now..I let them know we called and cancelled but they say they have no record and for our account to be closed we need to pay $498.00 and sign the membership option form which they mailed a few days ago.(they also have an option to pay all past dues of $498.00 I let them know we have NEVER used the membership and felt the initial signing in 2013 was a scam. I suggested they pay us back the $1500.00 we initially paid .... I've read numerous other similar complaints on the internet and the BBB site and I intend on contacting the attorney general if this account is not closed. The contact info for Island Traders is ********************************************* ************** ext **** ********** Services

  Business Response

  Date: 10/14/2022

  These members did purchase the travel club package from an Independent distributor (Payless Vacations) in 2013 and also paid that company for the membership package. They did use the services placing many different travel request. They would have had to cancel within state law right of to be refunded to my understanding which they did not do. These members would have to contact where they purchased and paid for that companies policies on refunds! Our ************ has went through the membership account history and has closed this membership based on that review.

   

  Customer Answer

  Date: 11/04/2022

  We are satisfied with Island Trader Vacations closing our account, providing it includes waiving any past dues, interests ect., and obligations. And if they reported to the credit bureau any past dues, they agree to immediately  file a correction to remove any such reporting.

  Regards,

  *************************

• Initial Complaint

  Date:09/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally brought this service thru PERFECT TRAVEL in October 30, 2002, and this service was Paid in FullIn October 30, 2012 in was Signed Over or Transfer to VACATION DONE RIGHT **** THAT IS ALSO KNOW AS: ISLAND TRADER VACATIONS TRAVEL SERVICE *** We have been paying the Yearly Fees up until 2021 of $199.00.. We have found this ************** to not meet our means any longer for Traveling . We have been trying to Cancel this service for over a year now with No Success, unless we paid a Cancellation fee of $900.95. There is No statement of a Cancellation fee in all the documents we have.. Have asked for the documents to be sent, but have not received anything.. ON SEPTEMBER 4, 2022 WE RECEIVED AN OVERDUE NOTICE OF DELINQUENT FOR PASS DUE ******** OF: 9/4/21. $249.00 &. 9/4/22. $259.00. YEARLY FEE IS ONLY $199.00. ALL WE WANT TO DO IS CANCEL OUT THIS CONTRACT WITHOUT PAYING THESE EXUBERANCE CHARGES . This Service has not provided us with any traveling service in over 10 years

  Business Response

  Date: 09/21/2022

  The ***** purchased from an Independent distributor ************************** and we are ********************** the fulfillment company/travel provider  for the Island Trader Vacations travel package they purchased. The (Vacation **************** has no connection to us and is a completely different company so I am not sure why that was named in this complaint. We have been and are the sole provider for the package purchased having no affiliations with that other company.   These members placed just one travel request then never responded to our agent. On 5/26/20 *************** stated she has two different travel club membership and had been using the other travel club membership (Vacation **************** ? I along with our ************ have reviewed this membership account from day one and there has never been a previous request to cancel by phone, email, or mail. The ***** need to contact our office to either bring their membership account up to date to use the services or they can obtain a Mutual Release document to close/cancel their membership account through a fair settlement agreement.  

  Customer Answer

  Date: 09/23/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

   

  Can they Tell us, whom is the Original Travel contract Company name under and when was the contract started under Island Traders Vacations

  To resolve this issue, All we want to do is Cancel out this contract without Paying Any Exuberance Charges.   We have been praying our Yearly fees and have not been using the services..

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2014 we enrolled in Island Trader Vacations. We quickly found that their services were grossly inadequate. After a few failed attempts we informed them that we no longer wanted to be associated with them. We heard nothing for approximately a 1 to 2 yrs. They then contacted us to see if we would again work with them and we declined. We then heard nothing from them until a few months ago when we received a letter indicating we owed them money. (No amount was stated). Thinking this was a scam, I ignored the first letter. Received another letter with no date (today) again indicating we owed them money. I called the number and tried to speak with an ******** In trying to get this resolved the conversation evolved into a unpleasant situation where she would interrupt and speak over me. She stated that we had used Island Trader in 2014 in booking a hotel in ****** ** (that might have happened as we live in ID and do go to ******) and that we booked a Broadway play the same year--This is impossible. At any rate we have not had ANY correspondence in 5 or 6 years. We did in fact terminate our dealings with them in a phone conversation in 2015. We have yet to see or hear any amount. They claim they have been sending us "weekly and twice weekly" emails, have "been billed 3 times per year by US mail" and have called us "dozens of times" none of which is true. Not sure if BBB makes suggestions but if you do, would like to hear how to handle this situation.

  Business Response

  Date: 08/12/2022

  The ******** placed a total of two request, one request for hotel for 4 adults and booked on 8/1/14 for 9/27/14 then they requested 4 tickets for (The phantom of the Opera) and booked on 8/6/14 for 9/23/14. There was never a complaint made/stated by the ******** on their bookings. We have never stop billing, rebilling, sending letters of accruing unpaid fees, and then an Audit letter all by mail. Additionally we called and emailed them as a courtesy offering (then) current incentives but they failed to respond. We are here to help the members either bring their membership account up to date or close it out through a fair settlement agreement. When **************** called in claiming never used the services and was raising his voice with a ****** Services person who was trying to help him.  We are here to help resolve any issue, not here as a verbal punching bag and do not tolerate abusive behavior from anyone! Placing one request for a hotel then another request for tickets is hardly a fair way to judge the many facets their membership benefits afford them. They signed agreeing they did not purchase their membership for any one benefit but to use the program as a whole to see the true value of their purchase! The ******** simply need to contact our office to either bring their membership account up to date or they can close the membership account out through a fair settlement agreement obtaining a Mutual Release document to properly close/cancel their open unpaid accruing balance.   

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  We disagree with their response.  My wife, who is much more patient than me, called *** and again tried to talk with the same **** as I.  She again would not let my wife explain our situation and her volume again rose to a high level as she repeatedly interrupted with canned rapid responses that went on for 30 to 45 seconds,  In neither phone call were obscenities or name calling present.  But my wife remarked following the phone call that she was one of the "rudest" people she has run into.  
  
  That isn't pertinent.  What is pertinent is that we have had no contact with this company for years.   Their email promotions have apparently been filtered to our Spam account which we never see because it is Spam.  We haven't received any US Postal correspondence up until a few months ago or we would have tackled this problem years ago.  Likewise, we dispute their claim of phone calls or again we would have delt with this earlier.
  
  We have a copy of an email response sent from *** on 5/18/15.  Our request to cancel our membership was sent on 5/18/15.  Their response came back the same day stating, "*******, your credit card information on file for recurring electronic debit of annual dues has been removed.  Your membership will expire after your 7/15/15 renewal date."  That seems clear that at that point our membership had been canceled. 
  
  They are trying to bill us for $498.  They say this is to disassociate from ***.  We have our original membership folder and nowhere in the contract is this stated that they will charge to get out of the contract.  When this was brought up to ****, her response was "Well, that is just our policy".  But in the contract that we signed, it states ". . .all terms and conditions pertaining to the membership are contained in the membership kit, in this document, and on the website. . ".  When we signed this document, we were never informed it would cost us to get out.
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/24/2022

  Our ************ has again review the ******** membership file and their latest reply so based on all information has close/cancelled this membership account acting in good faith.