Flagship Resort

I have read the consumers complaint. The practice the Owneris discussing in their complaint is day usage which was NEVER a contractualcomponent and always offered as availability permits. If the resort is runningat high occupancy levels, we cannot legally  permit guests into areas that exceed...

thepublished max occupancy in any given areas to remain in fire safety standards.Based on Day Usage Studies (being very low) and Occupancy Levels (being veryhigh) we sent out a communication to each owner to the address they have providedon their owner file in January this year to advise that Day Usage would bediscontinued as a result of historically high occupancy levels.  Day Usage NEVER permitted parking. Day Usage continues to beavailable to all registered guest. Parking is as always available on a firstcome - first serve basis to registered guests ONLY. I can provide a copy of thenewsletter to both the Revdex.com and the Owner if needed. This was also the topic atthe last General Meeting of the Owner's Association this past summer in whichevery owner is invited to attend and many participated.  Day Usage was not a purchased component of the contract.However, based on this complaint and in the spirit of mutual agreement, I havemade a notation in the file that if this Owner would like to enjoy Day Usage,They can contact me or the Resort Manager on Duty and see if there is adequatespace to permit day usage for the day in question. There will be limited DayUsage available in the Summer as had always been the case and parking cannot bepermitted. An advance appointment will be needed as we cannot allow area toexceed the fire safety standards and turn away registered owners for day usage.

Today, Thursday April 23, 2015I received this rebuttal as this information was sent via the Revdex.com on the samedate. The consumer indicates that we are liars if we do not respond byWednesday. The correlation between the day of the week and honesty is not clearto me and is in my opinion unreasonable as we certainly cannot make a responsewhen we are not aware of the matter. I provided dates that we spoke with and emailed Ms. [redacted]. Regardless of whoinitiated the calls, the calls were not ignored as alleged. This appears to bea case of buyers remorse. However, I am certain in working together we canensure that Ms. [redacted] creates a desirable vacation experience. Ms. [redacted]'s original claim was about the rate of the getaways, the IImembership not being received timely and cancellation of the contract policy.We have proven the consumer's claims invalid and can provide written anddocumented proof. My last request was to provide a date and call back time tohave one of our Ambassador’s discuss the matter. I assume the date wasWednesday (yesterday) but we were not made aware until today. Can we pick adate at the end of next week with a time to secure and actual appointment callback time that is mutually convenient for all involved as originally requested?

Complaint: [redacted]
I am rejecting this response because: Ok, this back and forth has really grown tiresome.  To date, "you" have made a lot of promises and it does not seem like you even know the particulars of my account! According to the equiant information that you have made reference to and the customer service representative we spoke to, our interest rate is 17.9 percent. So if that is not the case, please let me know.  I contacted the company in an attempt to speak to "you" directly about reaching some resolution but that was unsuccessful.  This emailing back and forth is not resolving anything and I would appreciate it very much if you would not mind contacting me directly to avoid all this for the following reasons:
-We signed one thing in the contract (Maintenance fee pricing) and now you're making reference to a public offering statement?
-The product and the customer service associated with it has not been to our satisfaction
-We were offered a lot during the presentation that we don't seem to have now to include platinum status where we have 13 weeks per year and not just 1
-The product as marketed stated that it would "pay for itself" now with an interest rate of 17.9 % and the intention of raising the maintenance fee every year I don't see how that is possible
-You mentioned a discounted owner's rate?? I do not see where we got a discount if the same product that we have from your business is for sale for less that a fraction of the value!  We have been conducting our research (maybe we should have done some homework before but that's on us), and found that the product offered was in fact not a discount as it was grossly over priced perhaps to account for all the "free" items that were being offered to attend the briefing or to fund your marketing strategy
-I also do not intend to keep paying for something that YOU maintain control of with your banking agency in the back office and I have no control over this "deeded property" but I should pay the balance to "gift" it to your company for resale at that point? This was the advice provided by one of your staff members which I actually find insulting then to add further insult, he told me I should learn how to use it! -- and that is the customer service you expect me to keep paying for
-Again, after a lovely presentation from your sales associate, what reason would we have to contact attorneys within 7 days of purchasing the property??? The first mortgage had not been due, we had no contact again until I finally called to query the maintenance bill statement we had received almost 4 months later.  Within 7 days how could we have known that we would be going through this headache to have our needs met after being promised such "great" customer service?
Us filing this complaint grew out of frustration dealing with representatives of the company who were not able to remedy our issues.  Now at this point, after weeks of going back and forth be it on the phone or through this messaging system, our frustrations have only increased.  We want nothing to do with your organization and are simply trying to severe our ties at this point.  This was a last ditch effort to avoid involving our military attorney or even hiring a civilian to handle the case.  As stated previously, we are willing to forfeit the "mortgage" we have paid to your institution thus far to wash our hands of this or we will have no choice but to take this a step further.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:It is completely untrue.  I was asked if I was married, divorced or single.  I stated divorced.  I was asked if I lived with anyone, I stated only my daughter (who is 12 years old and was with me).  I was asked if I had a significant other, I responded I had a boyfriend of almost 3 years who I do NOT live with, whose money is not comingled with mine in any way, who has no bearing on my financial obligations and commitments and who lives in a completely different state than I do and that I only get to see him one night per week.  I was then told that due to the fact that he was in my life for that period of time that he would have to be present according to THEIR determination of my relationship.  I argued this point as he has no say in what I spend my money on or what I do in my life as we do not live together, are not engaged to be married and have no plans to be married in the future, and the girl at the counter, her manager and the woman standing at the podium advised that according to THEM my relationship constituted one where my boyfriend would need to be present.  I was not offered to a tour and they wasted my time and money in getting there.  I am 48 years old, divorced and financially independent and plan to stay that way.  They have no grounds to state that my boyfriend is necessary for me to make a financial decision.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
The lies I am referring to were told to us at the scam of a sales pitch tour where you're people gather around you like vultures. We did attempt to cancel this scam in the time frame allotted and were we could not! We did not break the glass the previous guests must have broken something. We did report it, maybe your poor cleaning services are just as poor as your record keeping. Our maintenance fees have gone up from the $616.79 we were told they would always remain! 
Of course we expected more lies from this shady company. We just want out of this scam! Out of the lies! Away from this nightmare company! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1. Unlike stated by the business representative, prior to filing this complain, I've sent 3 (!!) letters to the business. Those letters were ignored.2. The fact, that no maintenance call were recorded by the business means only the fact, that the employees ignored them and failed to make a record.3. That renovated unit looked exactly the same 10 years ago. Maybe, that's when it was renovated.4. That complimentary stay, offered by the business would be really nice, but that is only a compensation for that ruined vacation. But what about the time of that vacation, that I wasted? And, the most important, all that maintenance money, they charge, would they really do something for that money in meaning of actual maintenance, improvement and renovation, or it's gonna go, as usually, for expanding their sales offices?5. On strictly personal level, I really strongly dislike being ignored three times in a row, when I send letters to the people, that charge me enormous money for services, that don't meet any standards. I travel a lot and stay in hotels more, than I stay at home, so, I have enough information to compare services.Attached is the copy of the letter, I've sent three times.
Regards,
Arthur Paley

Complaint: [redacted]
I am rejecting this response because: The contract does state that there is a 7 day period to cancel without penalty.  However, 7 days after the purchase my wife and I were still on vacation and we were at the time satisfied with the product we had purchased.  However, our dissatisfaction did not come until 4 months later when we called after several unsuccessful attempts to log into our account information and explore the service associated with the product that was purchased.   At no point in the brief or during the purchase were we informed that we had an "Ambassador" by the name of [redacted].  We have never spoken to this individual and this "ambassador" has made no attempts to make contact with us by phone, email or otherwise.  It took us till the 3rd call and nearly 5 months after the purchase  to finally be provided information regarding account access and vacation planning resources.  After getting the run around from customer service, we finally got someone to tell us what our account login number was as this was not provided in the contract.   In addition, the contract does not mention an annual increase to the maintenance fee or state a deadline for when payment would be due.  We have to date (2nd month in the year) received at least 3 notices about the 2014 maintenance fee being due and reminded about it every time I call even before asking the purpose of my call.  Simply waiving the late fee and reverting to the 2013 pricing as a "courtesy" is unsatisfactory and in fact a breach of contract seeing as how the contract clearly stated the price to be charged for the maintenance fee on annual basis.  Moreover, we were briefed that the maintenance fee would be waived if we had 4 visitors stay overnight to receive the timeshare presentation.   Again, we were not provided with a deadline with which to accomplish this task. We have not taken advantage of our membership with the business but due to the level of dissatisfaction with the service we have received thus far, we want to severe all ties with this business.  The product as was marketed has failed to provide the level of service we were promised which led us to inquire about cancellation details. Despite my limited knowledge of timeshares, I know that in order to take advantage of the product, it relies on good customer service and to date we have not been given that.
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.

Complaint: [redacted]
I am rejecting this response because: I spooke to [redacted] at Flagship today. She was not able to assist me in selling my timeshare. I bought the timeshare at Flagship, they did not hold up to their end of what I was told I was buying and now they cannot assist me in selling the timeshare. They claim they do not endorse and cannot recommend any specific realtor to sell the timeshare to, however I was able to buy at the location. If they are able to sell a timeshare on site I don't see why they are not able to buy it back. I was also told in the presentation I could sell the timeshare whenever I wanted and was never told I had to figure all that out on my own. She explained if I bought a car I wouldn't be able to sell it back to the dealer. Actually I would if I had a problem with the car. Legally, the dealership is responsible if they sold me a faulty car.
Regards,
[redacted]

. I did speak with Ms. [redacted] today and was hung up on after abrief call as she called me a "scam".  This is not the actionsof someone who is working in the spirit of resolution. I pointed out to theconsumer that the contract as illustrated in The Purchaser’s Acknowledgmentline 11 which in not only initialed but also a signed document clearly stateswe do not resell the timeshare and she agreed to those terms at the time ofpurchase. I am not sure why months later the consumer would expect the terms tochange. Additionally the consumer originally mis-sated that she all locationsfor getaways exceed $1000.00. This is an untrue statement as there are many locationsthat are far below the $350.00 Average as well as exceed. This is how anaverage is obtained.  Additionally, thecontract terms do not quote any specific amount that the getaway would beoffered as we cannot control any other resorts pricing. For the consumer toexpect that we can is not reasonable. The consumer is looking for one locationfor a getaway from our brief conversation. Had I been permitted I would havesuggested that she use her week for exchange if she felt the getaway exceededher budget. Getaway inventory and pricing is subject to supply and demand andsome locations will exceed the average but again, this is an average. To expectthat all location were a fixed price is not what we sold (again we stated anaverage) and therefore no contract violation exists as claimed. The writtencontract is a record of the conversation and to stated and differentunderstanding or expectation after the recessionary period expired is notreasonable.   The consumer stated their interval membership was not received in terms stated.The membership was received ahead of the agreed upon time. Participation inInterval is option. The consumer purchased a week to be used at the FlagshipResort with an option to participate in the II Exchange network. We havedelivered what was sold. The consumer can not make us responsible for II'spricing of specific location and then deem our product to be flawed. Theconsumer has defaulted on their payment terms as their Maintenance Fees whichwas billed on 4/4/15 and dueupon receipt is now past due.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for your complaint. This matter is being handled between the consumer and the vendor directly. The tablet is being mailed directly to the consumer.

Complaint: [redacted]
I am rejecting this response because: I still did NOT get my refund they said I would get back. They charged me $50 as a deposit when I checked in and I still have not gotten my refund for that as yet. Thank you for the refund of $99.00.
Regards,
[redacted]

I have read the consumers complaint. As a long time owner since 2011 the owner is aware that usage begins on January 1 and ends on December 31 of the year issued. The Owner stayed in July and it was a reasonable expectation that the time remaining would have been scheduled between his departure and...

prior to 12/16/14. The owner will be granted for usage until 2/28/15 to schedule the remaining period of time on his contract as a one time exception and cannot be deposited as split weeks are not available for deposit with Interval. I have made a notation on the owners contract to this agreement. He can schedule his time for 2014 for usage prior to 2/28/15 with customer care by calling ([redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] has never once left me a voicemail on either phone number. They have had the correct number for over 2 weeks now and I have caller Id on both lines and nobody from a 609 area code has attempted to call me or leave a message. If I do not get a call back from the business by Wednesday they are lying to you about all this. They have never once tried to call me back. They are scam artists who are 100% lying. I wills end you a copy of all incoming calls from my cell phone provider so you can see proof of this. 
Regards,
[redacted]

I have read the consumer's complaint. A consumer would need to sell their unit in order to transfer ownership. We do not accept deeds nor do we have a resale unit. Much like the process as a private resale the consumer would need to dispose or transfer his ownership privately. The Maintenance Fees...

would need to be paid prior to the transfer. We can assist the owner with a repayment plan for their Maintenance Fees balance if they require financial assistance. I would be willing to waive any future late charges that are incurred for the 2017 billing period assuming the arrangement is pre-authorized prior 1/31/17 in an effort to resolve the matter with the consumer. Please instruct the consumer to contact me directly for the payment terms and process regarding resolving their delinquent 2017 Maintenance Fees Balance.

[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 been contacted by a Vice President from Fantasea Resorts in my private email  in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
In regards to the request for names. It has been supplied on the original complaint here should they wish to follow up with the inappropriate rudeness which stemmed my original complaint. I do suggest the original department I dealt with have a discussion about the importance of CUSTOMERS in their line of business.
Regards,
[redacted]

We have read the consumer’s complaint. Our contracts are not “forced upon” anyone as the consumer alleges. We offer a 3 day attorney review period as well as a 7 day rescission period. The consumer failed to exercise those rights in a timely matter and there fore the contract remains intact. At no...

time did the consumer request a translator. One would have been provided if was needed and requested by the consumer. The consumer even indicated their desire to travel to the Disney area at the time of purchase which would serve as a clear indication the consumer understood they could travel in Atlantic City or utilize RCI to travel outside of AC. The consumer stated their finances were at issue on 8/30/15 due to medical surgery. While it is entirely regrettable that the consumer had to experience health issues without insurance as stated, they simply cannot expect that we would cancel their contract as a result. We can certainly work with them to create an affordable payment solution. They cited the MF as a large issue affecting their finances as it relates to their ownership here. Their current mortgage bring current amount is $1,068.90. If that amount is paid prior to March 31, 2016 we will waive off their 2016 Maintenance Fee Billing balance of $709.04 as a final exception courtesy. This is an amazing offer of good faith and our best attempt to restore the consumer to good financial standing with us. I strongly urge the consumer to accept our offer in the spirit of final resolution. If their mortgage account is made current after the March 31, 2016 dated we can offer to remove the late fees and charges only that will total 85.00 as of April 1, 2016 and will grow by an additional $5.00 monthly.

I have read the consumer’s complaint. I am slightly confused by the consumer’s dissatisfaction with our product as they have not yet attempted to utilize their owner’s week only our owner’s rate. The intention of purchasing vacation ownership should be for one’s personal enjoyment. I believe the...

consumer needs to actually have that experience. Unfortunately their 2015 week did expire on 12/31/15. In an effort to resolve this matter and to ensure the consumer has the maximum opportunity to enjoy their 2015 vacation, I will extend the consumer weeks for 2015 to expire on 12/31/16. Please have the consumer contact me directly at [redacted] to determine if they would like to vacation at the Atlantic Palace or place a week for deposit with RCI the exchange company.