I am writing in response to your email correspondence of July 8, in the above referenced complaintMs [redacted] is correct in stating that our Public Safety Department did respond to a report of an injury to her son while he was staying at our resortPer the information relayed by Ms [redacted] ’s father, the child received an injury while walking down the staircase in the villa where he was stayingMs [redacted] has access to the same source for that informationWe do not have a medical staff at the resort, but the guests were in fact referred to a local urgent medical care facility for medical evaluation.Contrary to the complaint, per procedure Resort management did contact the child’s grandmother on July as a follow upMoreover, as Ms [redacted] submitted her complaint two days ago, there have been some developments since that timeSpecifically, Ms [redacted] did in fact speak with Lisa S***, our Safety and Risk Coordinator who provided the name and telephone number of the insurance adjuster who would be handling her claimShe subsequently called our Customer Service Department and was properly referred back to MsS***Ms [redacted] has also been in contact with the insurance adjusterWith respect to a resolution, although we regret that Ms [redacted] ’s son injured himself while vacationing at our resort, the injury was not the result of any defect or misconduct on our partThe fact that her son was injured does not obligate our company to payment of her medical bills and, as explained to Ms [redacted] , our insurance policy does not provide for payment of medical expenses under these circumstancesIf you have questions, please feel free to contact meThank youVery truly yours, FAndrew W***Corporate Counsel
December 4, 2014Dear [redacted] : I am writing in response to your email correspondence of December 3, in the above referenced complaintUpon receipt of the complaint, I reviewed our records concerning the one (1) year [redacted] at [redacted] timeshare membership purchased by [redacted] and [redacted] during a marketing visit to our resort in March of this yearThe [redacted] did receive a certificate for a complimentary stay at the resort in April as a bonus for their purchaseThey also used the actual time that they purchased and for which they paid their maintenance fee during a stay in September.The visit at issue in the complaint involved a marketing stay from November through November 9, The purpose of that offer to the [redacted] was to encourage them to renew their membership at our resortThe process for scheduling such marketing visits involves the offer of a complimentary stay, provided that the guest attends a timeshare marketing presentationIn order to avoid any doubt as to the arrangement, this requirement is explained verbally and in writing on three (3) occasionsI have enclosed a sample email conformation letter that is sent to marketing guests which clearly explains the requirements for a complimentary visit and the charges that will be incurred if the guest fails to attend the presentationThe [redacted] were charged for their visit because they did not attend the marketing presentationIt is our position that this requirement was clearly stated to the [redacted] I would also point out that the [redacted] had attended a similar marketing presentation as a condition of a complimentary stay less that a year agoNevertheless, our company is willing to refund the charges for the [redacted] November stay, provided that they attend a sales presentation at our resortThey should contact Laura at ###-###-#### to make the necessary arrangementsI trust that this will resolve the complaint with your officeIf you have questions, please feel free to contact meThank youVery truly yours, FAndrew W Corporate Counsel
May 11, Dear [redacted] ***:I am writing in response to your email correspondence of May 8, in the above referenced complaintI have reviewed our membership file for Tree Tops membership account # [redacted] (membership # [redacted] ) in the name of [redacted] and another party not listed on the complaint filed with your office.The Retail Installment Contract dated 6/1/for this membership includes a purchase price of $8,with monthly payments of $153.32, as well as annual membership dues of $The Truth In Lending statement required on the contract indicates the total cost of credit over the seven (7) year term of the loan as $13,All of the financial obligations are clearly set forth on the contractOur contracts also include a seven (7) day right of rescission from the date they are signed.With respect to usage, only three (3) monthly payments were madeIn addition, membership dues have not been paid for or Failure to meet the financial obligations of the Retail Installment Contract would indeed prevent [redacted] from using the membershipIn summary, there is no “scam” or “rip-off” involvedMoreover, my review of contacts between [redacted] and our Financial Services representatives indicates no such complaints from [redacted] and includes only numerous unfulfilled promises to make contractual paymentsIn light of the serious delinquency on this membership, I can offer to accelerate the default provisions of the Retail Installment Contract and provide a General Release to cancel the accountHowever, there will not be any refund and in accordance with our obligations under the Fair Credit Reporting Act our credit line on [redacted] ’s credit report would reflect that the loan has been closed and settled for less than the full balance owedPlease advise if this is acceptable to [redacted] If you have questions, please feel free to contact meThank youVery truly yours, FAndrew W Corporate Counsel
November 10, 2014Dear [redacted] :I am writing in response to your email correspondence of November 7, in the above referenced complaintOn the same day that we received the complaint, the [redacted] contacted our Customer Service Department with their concerns.Upon receipt of the complaint, I reviewed our records concerning the [redacted] timeshare membership purchased by [redacted] and [redacted] on November 6, I also reviewed marketing contacts related to that account which indicate that although the [redacted] did receive a recent marketing contact as referenced in their complaint, there was no change in their existing membership with our company as a result of that visit to their homeAs such, there is no deed or other paperwork to dissolve as requested in the complaint.With respect to the request that Bushkill not contact the [redacted] again, I have included their names and telephone number on our internal Do Not Call list so that they are not contacted for future marketing offersHowever, because the [redacted] do have a pre-existing timeshare membership with our company, they will continue to receive annual maintenance fee billings and contact from our Financial Services representatives relating to maintenance fees for that membership.I trust that this will resolve the complaint with your officeIf you have questions, please feel free to contact meThank you.Very truly yours,FAndrew WCorporate Counsel
I am writing in response to your email correspondence of July 8, in the above referenced complaintMs [redacted] is correct in stating that our Public Safety Department did respond to a report of an injury to her son while he was staying at our resortPer the information relayed by Ms [redacted] ’s father, the child received an injury while walking down the staircase in the villa where he was stayingMs [redacted] has access to the same source for that informationWe do not have a medical staff at the resort, but the guests were in fact referred to a local urgent medical care facility for medical evaluation.Contrary to the complaint, per procedure Resort management did contact the child’s grandmother on July as a follow upMoreover, as Ms [redacted] submitted her complaint two days ago, there have been some developments since that timeSpecifically, Ms [redacted] did in fact speak with Lisa S***, our Safety and Risk Coordinator who provided the name and telephone number of the insurance adjuster who would be handling her claimShe subsequently called our Customer Service Department and was properly referred back to MsS***Ms [redacted] has also been in contact with the insurance adjusterWith respect to a resolution, although we regret that Ms [redacted] ’s son injured himself while vacationing at our resort, the injury was not the result of any defect or misconduct on our partThe fact that her son was injured does not obligate our company to payment of her medical bills and, as explained to Ms [redacted] , our insurance policy does not provide for payment of medical expenses under these circumstancesIf you have questions, please feel free to contact meThank youVery truly yours, FAndrew W***Corporate Counsel
December 4, 2014Dear [redacted] : I am writing in response to your email correspondence of December 3, in the above referenced complaintUpon receipt of the complaint, I reviewed our records concerning the one (1) year [redacted] at [redacted] timeshare membership purchased by [redacted] and [redacted] during a marketing visit to our resort in March of this yearThe [redacted] did receive a certificate for a complimentary stay at the resort in April as a bonus for their purchaseThey also used the actual time that they purchased and for which they paid their maintenance fee during a stay in September.The visit at issue in the complaint involved a marketing stay from November through November 9, The purpose of that offer to the [redacted] was to encourage them to renew their membership at our resortThe process for scheduling such marketing visits involves the offer of a complimentary stay, provided that the guest attends a timeshare marketing presentationIn order to avoid any doubt as to the arrangement, this requirement is explained verbally and in writing on three (3) occasionsI have enclosed a sample email conformation letter that is sent to marketing guests which clearly explains the requirements for a complimentary visit and the charges that will be incurred if the guest fails to attend the presentationThe [redacted] were charged for their visit because they did not attend the marketing presentationIt is our position that this requirement was clearly stated to the [redacted] I would also point out that the [redacted] had attended a similar marketing presentation as a condition of a complimentary stay less that a year agoNevertheless, our company is willing to refund the charges for the [redacted] November stay, provided that they attend a sales presentation at our resortThey should contact Laura at ###-###-#### to make the necessary arrangementsI trust that this will resolve the complaint with your officeIf you have questions, please feel free to contact meThank youVery truly yours, FAndrew W Corporate Counsel
May 11, Dear [redacted] ***:I am writing in response to your email correspondence of May 8, in the above referenced complaintI have reviewed our membership file for Tree Tops membership account # [redacted] (membership # [redacted] ) in the name of [redacted] and another party not listed on the complaint filed with your office.The Retail Installment Contract dated 6/1/for this membership includes a purchase price of $8,with monthly payments of $153.32, as well as annual membership dues of $The Truth In Lending statement required on the contract indicates the total cost of credit over the seven (7) year term of the loan as $13,All of the financial obligations are clearly set forth on the contractOur contracts also include a seven (7) day right of rescission from the date they are signed.With respect to usage, only three (3) monthly payments were madeIn addition, membership dues have not been paid for or Failure to meet the financial obligations of the Retail Installment Contract would indeed prevent [redacted] from using the membershipIn summary, there is no “scam” or “rip-off” involvedMoreover, my review of contacts between [redacted] and our Financial Services representatives indicates no such complaints from [redacted] and includes only numerous unfulfilled promises to make contractual paymentsIn light of the serious delinquency on this membership, I can offer to accelerate the default provisions of the Retail Installment Contract and provide a General Release to cancel the accountHowever, there will not be any refund and in accordance with our obligations under the Fair Credit Reporting Act our credit line on [redacted] ’s credit report would reflect that the loan has been closed and settled for less than the full balance owedPlease advise if this is acceptable to [redacted] If you have questions, please feel free to contact meThank youVery truly yours, FAndrew W Corporate Counsel
November 10, 2014Dear [redacted] :I am writing in response to your email correspondence of November 7, in the above referenced complaintOn the same day that we received the complaint, the [redacted] contacted our Customer Service Department with their concerns.Upon receipt of the complaint, I reviewed our records concerning the [redacted] timeshare membership purchased by [redacted] and [redacted] on November 6, I also reviewed marketing contacts related to that account which indicate that although the [redacted] did receive a recent marketing contact as referenced in their complaint, there was no change in their existing membership with our company as a result of that visit to their homeAs such, there is no deed or other paperwork to dissolve as requested in the complaint.With respect to the request that Bushkill not contact the [redacted] again, I have included their names and telephone number on our internal Do Not Call list so that they are not contacted for future marketing offersHowever, because the [redacted] do have a pre-existing timeshare membership with our company, they will continue to receive annual maintenance fee billings and contact from our Financial Services representatives relating to maintenance fees for that membership.I trust that this will resolve the complaint with your officeIf you have questions, please feel free to contact meThank you.Very truly yours,FAndrew WCorporate Counsel