Flagship Resort

I have read the consumers complaint. I am unclear on what charges the
consumer has not charged back to us that they are expecting refundCan they give an accounting of the funds they feel are due for us to review? The consumer also confirmed a vacation for this month with RCI while charging back the monies paid
We will continue to check our records despite disagreeing with any wrong doing on our behalf Also can the consumer explain why the funds were charged back after they confirmed their vacation? Additional research and information is needed to resolve this matter

I have read the consumer’s complaintAt the time ofpurchase the consumer agreed that her Interval (II) Membership Card shouldarrive in days from date of purchase as initialed, dated and signedMs.*** purchased on February and claims to have received her Interval Membershipcard on
3/16/15which is well before the expiration for the days agreed upon periodMs.*** did contact us on 02/27/15about rushing her II Membership and was reminded that II takes approxdaysto set up. I search two locations Bahamaswith a weekly rate of $342/and $522/422as well as the Dominican Republicwith a weekly rate of $and $Iam not certain what locations Ms*** search but I made copies of the resortsto confirm my search and can confirm that I am able to locate getaways that arefar less than the $rate claimed. Ms*** claims that we have ignored her calls We spoke with Ms*** on 02/05/02/27/15, 03/14/15, 03/19/and 3/23/as well as via email chain on 03/20/15. Lastly, we do provide cancellation window of days (not 60days as claimed) as noted at the top of the Purchase and Sales Agreement in allcapital lettersMs*** did not exercise her cancellation within the prescribedperiod and as a result the contract terms remain in effectWe have anAmbassador ready to assist Ms*** with any vacation needsThey can be reachedat (800) ***

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I have read the consumers complaintI am unclear on what extra charges the consumer refers to other than the original contractThere is a $Security deposit due at the time of check inPeriodically *** *** does increase their membership and transaction fees which is beyond our controlWhen the fees are increased generally *** adds additional valueThe claim that the consumer can book any date around the year is true at *** *** as promisedIn owning previous contracts (one that was defaulted on for non payment by the consumer) the consumer is certainly awareAs with our properties, vacations at *** are always based on availability*** reports that over 90% of our owners experience a confirmation within hours of their request when traveling outside of *** ***. The larger issue is that the consumer does not maintain timely payments and as a result has diminished usage abilityThe maintenance fees are fully disclosed in the deeding proceed and signs as well as initialed by the consumerIn owning prior contracts the consumer owuld be aware fo the need to make their maintenance fees and mortgage payments in order to ensure usage.The worksheet the consumer indicates does include the Maintain fees and is also circled to highlight the fees in their specific work sheetThe fees include taxes, utility and insurancesWe include a supplemental document called the Public Offering Statement which clearly states the fees will increaseThe consumer stated they cannot rent or sellOur contract terms do agree that the timeshare is purchase for individual and personal use but rentals and resales are permittedThe Maintenance fees must be current and the mortgage obligation fully paid prior to saleRental is permitted when both obligations are currentThe owner must collect the proceeds and book the reservation for security reasonsThis response is full of untruthsThe resort is basing its facts on what was written regardless that the sales agents they trained told us completely different information to get us to sign the contract. As for booking a vacation we are talking about the resort and it lack of availability to stay in the unit we were shown -where the sales agent stated there would be NO Other fees! using *** there are fees and to say that they confirm 90% of the owners is for owners that have to settle for other location and dates tha are not what they want. If I buy a timeshare I should be able to stay at it not have to go to a third party and pay a fee to use my resort. Secoundary sitting with the sales agent going over the cost of the timeshare to make sure we can afford it and not adding in all the fees is poor planning. The resort fees have no limit or end and have jump up insanely, making it unaffordability for us. EXAMPLE: this would be like tell me that My payment will go up a bit each year, you don't know by how muchthat open door is where you crush ownersbecause it never raises but a little it take big leapsAS we have stated from the beginning we are on a limited incomeA fact your staff knew about. You want to keep saying " your behind in payments" well of course we are!. You set it up that wayWith these fees growing beyond our ability to pay. The lack of respect and customer service show with your statement that this is your final response in this matterAlso to state you did a full investigation in to this is also untrue, as part of the investigation at no time did anyone from your resort call or email me to ask question and to get further details. Be base your findings on the contract and not what we have stated- the verbal sales tactic from your sales agents. To claim that the misleading statements would not have been told to use by your sales agents doesn't hole water when looking on the Revdex.com site and I fine MANY owners posting complaints that are the same as mineSo to say this never happens or your sales agents don't do or say this is not trueWe feel we are getting the same run around and disinformation and being belittled as we did from the sales agents. You have made us more then ever wanting anything to do with your resortYou have formaly called us liers and told us that our statements do not hold up to how you think your company runs! we would not have any of this information or experienced any of this if your sales agents had not told us this information. You state you find no just cause to cancel when we have given you tons of information , facts and experiences. But you dismiss them all. that is not how an investigation is heldInvestigation are not one sided. We want this contract cancelled and nothing more to do with your company that cant even communicate to us properly

I have read the consumers complaintI am unclear on what extra charges the consumer refers to other than the original contractThere is a $Security deposit due at the time of check inPeriodically *** *** does increase their membership and transaction fees which is beyond our
controlWhen the fees are increased generally *** adds additional valueThe claim that the consumer can book any date around the year is true at *** *** as promisedIn owning previous contracts (one that was defaulted on for non payment by the consumer) the consumer is certainly awareAs with our properties, vacations at *** are always based on availability*** reports that over 90% of our owners experience a confirmation within hours of their request when traveling outside of *** ***. The larger issue is that the consumer does not maintain timely payments and as a result has diminished usage abilityThe maintenance fees are fully disclosed in the deeding proceed and signs as well as initialed by the consumerIn owning prior contracts the consumer owuld be aware fo the need to make their maintenance fees and mortgage payments in order to ensure usage.The worksheet the consumer indicates does include the Maintain fees and is also circled to highlight the fees in their specific work sheetThe fees include taxes, utility and insurancesWe include a supplemental document called the Public Offering Statement which clearly states the fees will increaseThe consumer stated they cannot rent or sellOur contract terms do agree that the timeshare is purchase for individual and personal use but rentals and resales are permittedThe Maintenance fees must be current and the mortgage obligation fully paid prior to saleRental is permitted when both obligations are currentThe owner must collect the proceeds and book the reservation for security reasons The consumer has been contacted by our mortgage and maintenance fee many times offering payment assistancethere maybe fees that can be waivedThe consumer should contact us *** in order to review our programs

Tell I have reviewed the consumer's complaintThe actual events are misrepresented as followsThe consumer utilized their vacation in 2008, and Note: They own even year and therefore have a week available to utilize every even year assuming their fees remain currentTheir mortgage has not
been paid since December with a bring current balance of $Their Maintenance fee was not paid in and their current balance is $The non payment has prevented all usage since not our availabilityIt should also be noted that there are not any vacation requests between and documented in their owner file In an effort to resolve this matter and show both the Revdex.com and the consumer that is is our strong desire to assist the consumer with what appears to be a financial hardship, I would like to offer Maintenance Fees forgiveness at the value of $in exchange for the payment of $2,the bring current amount due on their mortgage if the funds are received prior to 6/20/their next payment due date for their mortgagePlease have the consumer contact our mortgage team at *** prior to 6/20/to make the payment and accept this offerThis offer will expire on 6/20/and the full balance will be due on both the Maintenance fees and MortgageAdditionally, of the payment is received prior to 6/20/I would offer a restored week and partner with the consumer to assist in their vacation to the Flagship Resort. I trust the offer will be acceptable and that we can restore both the account and the relationship with the consumer

Complaint: [redacted]
I am rejecting this response because:
I am responding to the statement to our Revdex.com complain on Aug. 9, 2017.  The fact that you would call an owner a lire and dismiss everything we stated is beyond arrogant and extremely poor customer service. All you have done is make me not want anything more to do with your company. You state” none of the sales agent at your resort would have make such statements as there are no other fees.” First you were not there to see and hear what they told us. Next everything that I know about your resort, the contract and the benefits, I learned from your sales agent. Every exaggerated fact and misdirection was only discovered later when I attempted to use it.  Also your understanding and perception is skewed. You state: “The last increase that occurred is a 5% increase and certainly not be classified as insane.” . In the last three years, my maintenance fee has jumped over $400 to a whopping $1100 per year, and will only continue to rise with no end in sight this shows you didn’t even looked into this matter. The resort must pay you BIG buck to treat people like this, where 5% is nothing to you. But when you are a senior citizen and on a limited fixed income 5% can be devastating.   Furthermore you state” The allegation that we set up the consumer to have their fees behind is unreasonable. The consumer had 4 other prior contracts since 2004. This is indication that all increases processes should have been understood by the consumer. You statement this leads me to believe you have never been to the sales room. Each time we upgraded it was in an effect to fix the contract, to make it more user friendly. Even your sales agent talk badly about the older contract telling Me how they can fix it and make it better for me. Then leads me in to all these benefits and more reservation power to book any day and anytime.  Our understanding of this contract and the process was giving to us verbally by your sales agent. All of the verbal details walked us right in to signing the contract.  You seem to want to blame us or make me as If I knowingly have don’t wrong. Again the foundation of every detail and understanding was described by your sales agent. With everything we have endured so far, adding the snarkiness of your response and the fact that you make me out to be a liar, multiples the longing to have nothing more to do with your company. I direct you to cancel this contract and refund the money I was wrongly invested. 
Regards,
[redacted]

Good afternoon. The consumer has agreed to make the payment and the matter is closed. Thanks, Kim

Complaint: [redacted]
I am rejecting this response because:  The business response from Flagship is by no means acceptable.  Flagship took a payment from us when we had legally told them to stop.  We have multiple sources of evidence to prove this is true.  2.  Flagship threatens to harm our credit while we have provided documentation to all credit agencies that this contract is in dispute because of the lies with which Flagship sold us. 3.  Flagship does not acknowledge any of their lies and misleading information with which they enticed us to buy their product. 
Regards,
[redacted]

I have read the consumer's complaint. Their only request was to stop the auto debit which was completed as per their request immediately upon receipt of their Revdex.com complaint to state otherwise is simply untrue. Their original complaint is fully resolved as presented. An agent is partnering with them to address their additional concerns.

I have read the consumers rebuttal. They claim their Maintenance Fees has increase over 400.00. In the current contract their fee was 704.93 in 2014 and in 2017 their fee is 797.52. Our main priority is to ensure each owner has every opportunity to experience our vacation commitment after their account is in good financial standing. The consumer has expressed to us directly outside of these communication that are experiencing financial issues. We have offered assistance. Please direct the consumer to contact our mortgage department at [redacted] in order to avoid foreclosure. We can help. We are unable to assist with their vacation concerns while their Maintenance and mortgage accounts are in delinquent status. While we understanding that struggling financially is very concerning, this is not a contract issue. We can waive late fees on their Maintenance Fees also to assist. As a valued owner for so many years, we would like to assist.

Complaint: [redacted]
I am rejecting this response because:Please by all means buy back the "ownership" you sold us. We are no longer interested and if there are "thousands" who use this then I'm sure you can re-sell something we cannot us. We sincerely hope that in the best interest of the middle class citizens who are being targeted the Revdex.com does an investigation of exactly how those who own during the time we "own" have great difficulty in booking a vacation. I would be more than glad to supply the financial proof that we purchased our own [redacted] vacation for the time that we were trying to book a vacation with our "ownership" which I gave them 5 (five) months to locate a hotel room and they were unable to do so. Revdex.com PLEASE INVESTIGATE THE FLAGSHIP AND [redacted] for the sake of the middle class consumer.  THIS BUSINESS IS NOT SELLING TO THE CONSUMER WHAT THEY SAY THEY ARE. THE CONSUMER SHOULD HAVE ONE YEAR AND NOT JUST 7 DAYS to REVIEW THE CONTRACT. Sincerely,[redacted]            
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Please have the consumer provide proof of the $50.00. The $50.00 is a security deposit hold and was only authorized not presented for payment. The consumer should confirm this fact with the banking institution. If there was an actual charge, we will research and advise. My fax number is ###-###-####

Complaint: [redacted]
I am rejecting this response because: I did not meet and give my statement to security until they were called in the lobby. I first gave my complaint to the black man Housekeeping Manager who told me that I needed to have the Manger come to my room. We were on my floor and close to my room and he didn't come into it. 
I took a picture of the bed bug that I killed on their quilt. 
 
They have lied so many times that it is so disheartening because they really do have a great facility. Just get rid of the bed bugs before it becomes a major problem in your facility.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

I have read the consumer's complaint. Per our bookingconfirmation, a preview tour of 90 minutes must be held in order to receive thegifts.   The consumer indicated that her boyfriend would need to beaware of any purchases prior to commitment made but...

was not present. Byindicating that she was unable/unwilling to continue on a preview topotentially make a timeshare purchase without his input and presence, she disqualifiedherself from the preview at that time.  Our confirmation indicates that all partiesinvolved in the purchase must be present. Our records indicate she willreschedule her preview at a later time to receive the gifts.

I have read the consumers complaint.  I am unclear on what charges the consumer has not charged back to us that they are expecting refund. Can they give an accounting of the funds they feel are due for us to review? The consumer also confirmed a vacation for this month with RCI while...

charging back the monies paid.  We will continue to check our records despite disagreeing with any wrong doing on our behalf.  Also can the consumer explain why the funds were charged back after they confirmed their vacation? Additional research and information is needed to resolve this matter.

As per our policy, we have completed a thorough and full investigation utilizing a third party agent who is an expert in pest control. The Pest Control Professional fully inspected the room and could not corroborate the claims made by the consumer. As a result a refund would not be offered as it was unclear what type of bug if any was present.  The consumer alleges that we are lying or have lied in the past. We are relying on the findings of an investigation from an independent contractor and must use that source as a solution to remedy any claims.   In a final attempt at resolution, we offer a refund for the second night of stay as this is when the alleged incident occurred. We trust this will be a satisfactory solution to resolved this matter.

I have read the consumer’s complaint. At the time ofpurchase the consumer agreed that her Interval (II) Membership Card shouldarrive in 60 days from date of purchase as initialed, dated and signed. Ms.[redacted] purchased on February 2 and claims to have received her Interval...

Membershipcard on 3/16/15which is well before the expiration for the 60 days agreed upon period. Ms.[redacted] did contact us on 02/27/15about rushing her II Membership and was reminded that II takes approx. 60 daysto set up. I search two locations Bahamaswith a weekly rate of  $342/572 and $522/422as well as the Dominican Republicwith a weekly rate of  $204 and $254. Iam not certain what locations Ms. [redacted] search but I made copies of the resortsto confirm my search and can confirm that I am able to locate getaways that arefar less than the $1000 rate claimed. Ms. [redacted] claims that we have ignored her calls.  We spoke with Ms. [redacted] on 02/05/15 02/27/15, 03/14/15, 03/19/15 and 3/23/15 as well as via email chain on 03/20/15. Lastly, we do provide cancellation window of 7 days (not 60days as claimed) as noted at the top of the Purchase and Sales Agreement in allcapital letters. Ms. [redacted] did not exercise her cancellation within the prescribedperiod and as a result the contract terms remain in effect. We have anAmbassador ready to assist Ms. [redacted] with any vacation needs. They can be reachedat (800) [redacted].

I reviewed the owners reply. I also reviewed each of their
contracts. It appears that they neglected to utilize their2012 week and
requested an exception to extend their 2012 week into 2013. This was granted
and they enjoyed their time in February 2013 representing their 2012 week as a
1 time courtesy. We also waived $40.00 in Maintenance Fees late fees and
charges as the consumer paid the annual fees 4 month delinquent. Again, a
one-time courtesy was granted. Due to the nature of their contract they do not
have a bill or week in 2013 as they own even year usage. Their 2014 week
remains available for use and is set to expire on 12/31/14. The consumer states the
salesperson lied regarding owner rates etc. Not only does our paperwork clearly
exhibit the terms but additionally, these points were reviewed on 8/24/11 with their New Owner
Ambassador in great details. It is very confusing how the consumer can state
they are unaware of the terms and had multiple conversations with our
associates regarding details information of their ownership. The owners are
stating that they wanted to rescind and they were not permitted. This is
entirely not true. They did an upgrade for season were unhappy with the
purchase price and was provided a $2,500 discount. In essence they signed the
paperwork to purchase two times in a matter of 14 days. They claimed they were
placed in separate rooms at first and then stated we stood over them during the
purchase. Again, untrue as the second deal was a mail deal and they were not
actually in the building or with a sales representative when signing their
third contract. They even expressed the need to go over the paperwork as they didn’t
have time initially. They took an additional an additional weekend period to
review. The consumer expressed having medical conditions and stated they are experiencing
financial difficulties during their ownership. While we understand their issues
these are not reasons to vacate a contract. Please instruct the consumers to
sell their timeshare independently if they intend to transfer their ownership.
Again, we do not have a resale program. We are unwilling to vacate the
contract. We will work with the consumer to extend their 14 week as a final
courtesy if traveling prior to 12/31/14
is not possible. Please have them confirm to me if this exception  is needed prior to 12/1/14.