InnSeason Vacation Club Reviews (%countItem)
InnSeason Vacation Club Rating
Address: 75 Perseverance Way, Hyannis, Massachusetts, United States, 02601-1816
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BUYERS BEWARE I had to give it a rating just to post. The worst company ever!
Biggest scam out there.
As an owner And unhappy to say the least. Rude customer service all the way to the top!
I may just picket at the next event to detour potential buyers from suffering like the rest of us. As an owner I have rights? Right.
Our company has offered assistance to this customer repeatedly who refused to accept the assistance and has been provided with excellent customer service in spite of the claims by this customer. We will continue to make all efforts to assist her and all of the customers each day to help them better use and understand the program to take quality vacations.
I regrettably purchased this contract on December 14th, 2003. At the presentation, any time we said no, they would bring someone new to speak with us and offer a “better deal”. We continued to decline and was told we buy every other year and that if at some point we did not want it anymore, they would resell it for us. That turned out to be a complete lie and a selling tactic as they don’t sell nor take it back apparently. They lied to us, making us believe that what we were buying was an investment and that if at any point we didn't want it anymore, they could help us out and just take it back and resell it FOR us. They also never mentioned to us about the ever-increasing maintenance fees and taxes that get higher and higher each year. It has been months of trying to reach out to them to do as they promised, and they have blatantly ignored us. I am baffled by this experience and would never recommend such a company. They were extremely forceful since the beginning and now their company just gets worse. I would have never signed up for this timeshare had I known the truth at the signing.
It's unfortunate that *** regrets her purchase of the interval at the InnSeason Falls at Ogunquit Resort located in the beautiful southern Maine coast. Thousands of our owners are happy with their ownership and take advantage of the exchange opportunities available to those who prefer to the flexibility to travel to other resorts all over the world and use quality resorts like ***, ***, *** and many others.
Our company has offered our owners tutorials and reference materials on our website along with online training demonstrations on how to use the exchange program to take advantage of the flexibility of the system; however it appears that *** has not been willing to use those resources and instead is making inaccurate accusations on this site that our company has not been willing to help her the last few years with her desire to sell or transfer back the interval to the Association.
It appears that *** was utilizing a company to sell or transfer her ownership and her agents contacted the Resort Services team to provide an estoppel.
Anyways, our Resort Services team attempted to help, but the third party agent *** was employing decided to back off from trying to sell or dispose of the interval (most likely due to our standards to make sure there is no fraudulent transfers made to LLC's who are merely holding companies and never intend to pay the annual fees or use the week and those intervals get clouded titles and the associations lose out on fees and spend lots of money to recover clean title years later.
Our Resort Services team did not refuse to help *** directly, in fact, we sent her a Change of Ownership Package to allow her to apply for a hardship/ release of ownership back on May 23, 2017 to complete and return as instructed in the letter. *** never sent back the completed package to see if she was eligible for the program and she was billed for her 2018 resort fees in the Fall of 2017 as they are typically done ahead of the start of the Use Year and she owns a float week that is in January so it's imperative that those fees are paid timely to use the interval.
In February 2018, the management company sent out reminders and a statement with late and interest charges and a reminder that all outstanding accounts as of April 1, 2018 will go to an outside collection agency.
On February 26, 2018 the main corporate office received a letter from the *** stating they can't afford it and want to be released. We also received an unsigned letter that said to be coming from ***, but it was from a Florida return address and with no signature, our team figured that it was not coming from *** so they reached out to her to confirm. *** sent back a rude email stating, "of course I sent it....." Well, why not sign your letter and why is it coming from another state from where you live? These are all tell tale signs of outside agents doing things that are not above board based on our years of experience and therefore it would have been negligence on our part not to attempt to authenticate the letter.
The Resort Services team contacts her and explained they had already sent and it suggested to *** to complete the package that was sent to her back in May 2017 and pay the outstanding fees due on the interval and the Overlay accounts in order to do the release back to the association. *** said she misplaced the first package and asked for another one to be sent out certified mail, which was sent to her on February 28, 2018 and she was told it was her responsibility to complete it but it was never returned to our Resort Services team and now we are here.
She doesn't want to take personal responsibility for the fact she was provided and offered help and refused or didn't follow through with doing what was asked to be relieved of the ownership and now wants to make it sound like, "no one was willing to help me....." Sorry, but our company made multiple attempts to educate her on how to use the program, on how to handle the release or deed back program and there was no action taken on their part to facilitate what was necessary to complete the process.
Her account is at collections and is overdue and that is on her for not following up and sending in the paperwork and we do not accept her unfounded accusation of lies since we have a paper trail of emails to show that our response is accurate. If this customer completes and mails back the package as instructed twice and pays all outstanding fees owed along with any transfer fees set out in the package, then we will assist in the transfer as we would for anyone.
Sincerely,
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Based off of your response alone, I'm sure quite a bit of people would read it and not want to be with any company who speaks to their owners in such a condescending way. You have an owner consistently coming to you who is CLEARLY unhappy with your services. However, you response is to make us not want to be with this company all the more. You stated that my response to your email was "of course I sent it", I've upload my actual response which does not sound "rude" as you explained, but clearly there is an issue with tone through email now. The "help" I was provided was barely help. You're requesting hardship information through a package, but I know the hardship eligibility you are looking for pretty much means I have to be on the brink of losing everything along with having a serious illness before you consider releasing me through that route. Which doesn't make sense because there's no way you can look at my circumstances and decide what I can and can't afford unless you're actually in my shoes. We were also initially told that the resort would resell the property for us if at any point we did not want it. After several attempts to get to purchase a yearly unit (bringing in multiple people to talk to us through the hours) they stated they had an every other year unit we could purchase that they were reselling for another owner and advised us they would do the same and resell it for us if at any point we no longer wanted it. They made it sound very simple and painless to do this. These were lies and deceptive sales practices that were used in order to gain our trust. Some time are this purchase they came to our home and advised us that they switched over to a points system and that we needed to purchase the other year or ours would be pretty much useless/worthless. My point in all of this is that there will always be something you can do, but you are choosing to keep someone this disappointed and someone who feels so abused by your services and representatives in your system. It's baffling to me.
Regards
I'm a bit perplexed by the rejection of my company response. The customer did not respond to any of the actual content of my response and instead went off on tangents unrelated to how our company attempted to assist her when she asked for help in the transfer process.
It is not the position of our company to insist she stay an owner or not, rather, we simply assist in providing help when she is ready to sell or transfer with the proper process and that is the issue here. She wanted to do a transfer, she was sent information, she misplaced or ignored that mailing and then she was billed for the next use year and now doesn't want to have to pay the fees. sorry, it was her inaction on the process that makes those fees her responsibility and it's not our fault she didn't take the action offered to her back then.
If she had at least addressed what we put in our response, then we could make some progress, instead she rambled on about the purchase and upgrade that is not relevant to this complaint.
As mentioned in my first response (please read it a few times and consider addressing what is in it), the account is overdue and is at an outside collection agency and she needs to bring it current before any consideration for a deed back to the Association or transfer to someone else can happen.
BTW, What she attached is not the item in question in my first response.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I'm not sure how you can be "perplexed" by the rejection of your response after you responded falsely and unprofessionally. I did respond to the content of your response, if you had read mine in its entirety. I also included some more details about why I am so unhappy and frustrated with your company and the deceptive sales practices used to get us to purchase. I'm not "going off on a tangent" when everything coincides with my initial complaint. You are accusing me of lying, when I stated nothing but the truth. If anyone is lying here, it was the representatives who tied me into this contract in the first place. I had explained the situation at the presentation to you already and why I had felt confident in your company being able to release me in any way, other than hardship. The representative told us that they were reselling the property we were going to purchase for a different owner and they assured us they would do the same for us at any point we no longer wanted it. This gave me assurance at the time that they do indeed resell properties for their owners. I had to find out the hard way that this was just a selling tactic to get me to sign the contract and feel secure with your company. If we had known we were being lied to and they would not sell the property for us, we would have walked away and never made the purchase. I also had explained to you why the hardship package wasn’t an option, but you disregarded that also.
Regards
I regrettably purchased this contract on December 14th, 2003. At the presentation, any time we said no, they would bring someone new to speak with us and offer a “better deal”. We continued to decline and was told we buy every other year and that if at some point we did not want it anymore, they would resell it for us. That turned out to be a complete lie and a selling tactic as they don’t sell nor take it back apparently. They lied to us, making us believe that what we were buying was an investment and that if at any point we didn't want it anymore, they could help us out and just take it back and resell it FOR us. They also never mentioned to us about the ever-increasing maintenance fees and taxes that get higher and higher each year. It has been months of trying to reach out to them to do as they promised, and they have blatantly ignored us. I am baffled by this experience and would never recommend such a company. They were extremely forceful since the beginning and now their company just gets worse. I would have never signed up for this timeshare had I known the truth at the signing.
It's unfortunate that *** regrets her purchase of the interval at the InnSeason Falls at Ogunquit Resort located in the beautiful southern Maine coast. Thousands of our owners are happy with their ownership and take advantage of the exchange opportunities available to those who prefer to the flexibility to travel to other resorts all over the world and use quality resorts like ***, ***, *** and many others.
Our company has offered our owners tutorials and reference materials on our website along with online training demonstrations on how to use the exchange program to take advantage of the flexibility of the system; however it appears that *** has not been willing to use those resources and instead is making inaccurate accusations on this site that our company has not been willing to help her the last few years with her desire to sell or transfer back the interval to the Association.
It appears that *** was utilizing a company to sell or transfer her ownership and her agents contacted the Resort Services team to provide an estoppel.
Anyways, our Resort Services team attempted to help, but the third party agent *** was employing decided to back off from trying to sell or dispose of the interval (most likely due to our standards to make sure there is no fraudulent transfers made to LLC's who are merely holding companies and never intend to pay the annual fees or use the week and those intervals get clouded titles and the associations lose out on fees and spend lots of money to recover clean title years later.
Our Resort Services team did not refuse to help *** directly, in fact, we sent her a Change of Ownership Package to allow her to apply for a hardship/ release of ownership back on May 23, 2017 to complete and return as instructed in the letter. *** never sent back the completed package to see if she was eligible for the program and she was billed for her 2018 resort fees in the Fall of 2017 as they are typically done ahead of the start of the Use Year and she owns a float week that is in January so it's imperative that those fees are paid timely to use the interval.
In February 2018, the management company sent out reminders and a statement with late and interest charges and a reminder that all outstanding accounts as of April 1, 2018 will go to an outside collection agency.
On February 26, 2018 the main corporate office received a letter from the *** stating they can't afford it and want to be released. We also received an unsigned letter that said to be coming from ***, but it was from a Florida return address and with no signature, our team figured that it was not coming from *** so they reached out to her to confirm. *** sent back a rude email stating, "of course I sent it....." Well, why not sign your letter and why is it coming from another state from where you live? These are all tell tale signs of outside agents doing things that are not above board based on our years of experience and therefore it would have been negligence on our part not to attempt to authenticate the letter.
The Resort Services team contacts her and explained they had already sent and it suggested to *** to complete the package that was sent to her back in May 2017 and pay the outstanding fees due on the interval and the Overlay accounts in order to do the release back to the association. *** said she misplaced the first package and asked for another one to be sent out certified mail, which was sent to her on February 28, 2018 and she was told it was her responsibility to complete it but it was never returned to our Resort Services team and now we are here.
She doesn't want to take personal responsibility for the fact she was provided and offered help and refused or didn't follow through with doing what was asked to be relieved of the ownership and now wants to make it sound like, "no one was willing to help me....." Sorry, but our company made multiple attempts to educate her on how to use the program, on how to handle the release or deed back program and there was no action taken on their part to facilitate what was necessary to complete the process.
Her account is at collections and is overdue and that is on her for not following up and sending in the paperwork and we do not accept her unfounded accusation of lies since we have a paper trail of emails to show that our response is accurate. If this customer completes and mails back the package as instructed twice and pays all outstanding fees owed along with any transfer fees set out in the package, then we will assist in the transfer as we would for anyone.
Sincerely,
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Based off of your response alone, I'm sure quite a bit of people would read it and not want to be with any company who speaks to their owners in such a condescending way. You have an owner consistently coming to you who is CLEARLY unhappy with your services. However, you response is to make us not want to be with this company all the more. You stated that my response to your email was "of course I sent it", I've upload my actual response which does not sound "rude" as you explained, but clearly there is an issue with tone through email now. The "help" I was provided was barely help. You're requesting hardship information through a package, but I know the hardship eligibility you are looking for pretty much means I have to be on the brink of losing everything along with having a serious illness before you consider releasing me through that route. Which doesn't make sense because there's no way you can look at my circumstances and decide what I can and can't afford unless you're actually in my shoes. We were also initially told that the resort would resell the property for us if at any point we did not want it. After several attempts to get to purchase a yearly unit (bringing in multiple people to talk to us through the hours) they stated they had an every other year unit we could purchase that they were reselling for another owner and advised us they would do the same and resell it for us if at any point we no longer wanted it. They made it sound very simple and painless to do this. These were lies and deceptive sales practices that were used in order to gain our trust. Some time are this purchase they came to our home and advised us that they switched over to a points system and that we needed to purchase the other year or ours would be pretty much useless/worthless. My point in all of this is that there will always be something you can do, but you are choosing to keep someone this disappointed and someone who feels so abused by your services and representatives in your system. It's baffling to me.
Regards
I'm a bit perplexed by the rejection of my company response. The customer did not respond to any of the actual content of my response and instead went off on tangents unrelated to how our company attempted to assist her when she asked for help in the transfer process.
It is not the position of our company to insist she stay an owner or not, rather, we simply assist in providing help when she is ready to sell or transfer with the proper process and that is the issue here. She wanted to do a transfer, she was sent information, she misplaced or ignored that mailing and then she was billed for the next use year and now doesn't want to have to pay the fees. sorry, it was her inaction on the process that makes those fees her responsibility and it's not our fault she didn't take the action offered to her back then.
If she had at least addressed what we put in our response, then we could make some progress, instead she rambled on about the purchase and upgrade that is not relevant to this complaint.
As mentioned in my first response (please read it a few times and consider addressing what is in it), the account is overdue and is at an outside collection agency and she needs to bring it current before any consideration for a deed back to the Association or transfer to someone else can happen.
BTW, What she attached is not the item in question in my first response.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I'm not sure how you can be "perplexed" by the rejection of your response after you responded falsely and unprofessionally. I did respond to the content of your response, if you had read mine in its entirety. I also included some more details about why I am so unhappy and frustrated with your company and the deceptive sales practices used to get us to purchase. I'm not "going off on a tangent" when everything coincides with my initial complaint. You are accusing me of lying, when I stated nothing but the truth. If anyone is lying here, it was the representatives who tied me into this contract in the first place. I had explained the situation at the presentation to you already and why I had felt confident in your company being able to release me in any way, other than hardship. The representative told us that they were reselling the property we were going to purchase for a different owner and they assured us they would do the same for us at any point we no longer wanted it. This gave me assurance at the time that they do indeed resell properties for their owners. I had to find out the hard way that this was just a selling tactic to get me to sign the contract and feel secure with your company. If we had known we were being lied to and they would not sell the property for us, we would have walked away and never made the purchase. I also had explained to you why the hardship package wasn’t an option, but you disregarded that also.
Regards
I purchased my timeshare in 2016 and paid $4300 cash for it. Within a few months they were already trying to get me to go to meetings and pressuring me to upgrade. I went to a meeting a year later and upgraded to this vacation club which they never even mentioned to me upon initial signup. They are still pressuring me and saying I don't have enough points to do anything so I must upgrade. How does that make any sense. I'm already in the hole for $11k and just last week they want to add another $4500 to it. Plus my maintenance dues are $700. I used my points one time and found if I had just booked the room on my own it would have cost just over $800 but with transfer fees and dues I paid of $1k. The fact is they are unhappy if I pay off my loan. When I told them I was going to do that they said "oh good just put that money toward this new loan and you'll be better". Right now I am paying $2400 a year but I could just book a room with them for $1000 a week. They said they have no resale or any help for me.
I purchased my timeshare in 2016 and paid $4300 cash for it. Within a few months they were already trying to get me to go to meetings and pressuring me to upgrade. I went to a meeting a year later and upgraded to this vacation club which they never even mentioned to me upon initial signup. They are still pressuring me and saying I don't have enough points to do anything so I must upgrade. How does that make any sense. I'm already in the hole for $11k and just last week they want to add another $4500 to it. Plus my maintenance dues are $700. I used my points one time and found if I had just booked the room on my own it would have cost just over $800 but with transfer fees and dues I paid of $1k. The fact is they are unhappy if I pay off my loan. When I told them I was going to do that they said "oh good just put that money toward this new loan and you'll be better". Right now I am paying $2400 a year but I could just book a room with them for $1000 a week. They said they have no resale or any help for me.
I went to the Pats pre-season fair and I got a call that I was a major winner from my entry at the Patriots. The supervisor is handling it, so you must be the major winner. Go to Harborwalk to get your winnings. It turned out to be a time share pitch you had to listen to first. We told them we had no interest in traveling except to visit our family scattered around the country. The salesman, ***, said I could go anywhere, anytime; use three weeks of my 51 weeks at one time to get three places together on the beach. We could gather most of the family together that way. It was a complete lie. You can't get one unit for the promised fee, let alone three. He guaranteed it. He took advantage of two old people, 77 and 75, who were only interested in seeing there family. None of his supervisors believed us when we complained. One told us "You should have known enough to get that in writing".
He also promised if I let him rent my unit, he would get me at least $2100 for the week. When I tried to do that he told me another organization does that, not him. It's still not rented as of today.
Our office has spent time on the phone in the past few weeks with this customer to attempt to assist him with his claims in regard to his purchase of a timeshare interval at the Harbor Walk Resort on Falmouth Harbor in the summer on Cape Cod. The customer purchased a high demand week in late June on Cape Cod during a busy season in a wonderful location with excellent amenities and walking distance to the ferry to the islands, shops and restaurants. The customer claims he ONLY bought so he could rent it out and pay the annual resort fees and pay off the loan he took to buy the timeshare. In fact, he signed and initialed next to many easy to read Buyer Acknowledgements that he agreed he was buying the timeshare for personal enjoyment and not for an investment. Another item he agreed to was that our team did NOT use an investment presentation to encourage him to purchase and that our company made no representations for resale, rental or future value to the timeshare. yet, he said our company guaranteed to rent it out for over $2,100 per week.
I asked the customer how that would even make sense even if he rented it out. If he borrowed money to purchase the timeshare and he has to pay back the loan and the annual resort fees, then he might break even possibly depending on the rate of interest he was paying on the loan. But, why not just use the summer week to come to the resort and enjoy his time on Cape Cod and have a beautiful vacation during the best time of year on Cape Cod? That seems to be much more logical and best way to use the timeshare that is for a summer week in Falmouth. He told me that he doesn't want to travel and would prefer to sit at home and watch TV instead. Then it doesn't make sense that he bought into a vacation plan that gives me plenty of opportunities to travel all over the place using the RCI exchange system and the InnSeason Bonus Weeks.
This gentleman claims we took advantage of him due to his age; however, after speaking to him for over 30 minutes on the phone, this customer has a sharp mind and very quick wit about him. He does not appear to be a person who is not capable to understand the offer presented to him and how it works. I offered to spend some time with him doing an online meeting on how the RCI exchange program works and how he can get other trips for a discount, but he was not interested. The Last Call Vacations are deeply discounted week long stays for around $300; however, they are only available on short notice, usually within 4-6 weeks prior to arrival and are based on availability. The Last Calls are not guaranteed to be available during Peak Season, which is when this customer wants to go in the summer to visit his kids out on the West Coast. There will be other Extra Vacation Getaways available with more advance notice for higher prices but during the summer, when everyone wants to travel, there is less "excess or unused" inventory to be had for the deeply discounted rates of the Last Calls or Extra Vacation rates. But, for a retiree who has self-proclaimed time on his hands, there are other times of the year when those deals can be available to the Pacific Coast.
Our company is ready and willing to help the customer use the program to book stays with RCI or to enjoy his summer week on Cape Cod each year; however, there were no promised or guarantees to rent out his week for over $2,000 each year but he is free to do whatever he wishes with his week at the resort each year. His options include renting it out on his own or through the front desk agents of VRI who handles that for owners but charge commissions.
sincerely,
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
t. That's what they are supposed to do, call me tomorrow and I will take care of it. On March 7th, he finally sent out the rental agreement and gave me the wrong address that hadn't been used in over 5 years. I finally got it submitted by faxing it to them. As of today, it is still not rented out completely and they are not getting enough to reach $2100.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
]I like almost everyone I meet and they all seemed like nice people down there. I thought it was only *** (the salesman) who lied, but I guess it's company policy. The response was almost all lies. Of course I didn't buy it as an investment. The $2100 wasn't even mentioned until the end. Next lie"we want to stay home and watch TV." I hardly watch TV except for the Patriots and the Red Sox'x. He must have been talking to someone else. That was how they lured me down there in the first place, by telling me I won the major prize at the Patriots training camp.
When I got there I told *** I had no interest in going to the Caribbean or overseas; I came for the Patriot prize. We told him the only traveling we were interested in was to visit our children and grandchildren scattered around the country. *** jumped on this and started all his lies and exaggerations. *** said, you have 51 weeks, so use 3 at once and get 3 places side by side on the beach so everyone can get together. He said that they were only $300 a week each.. He had us at that and he knew it.
Then he threw in"don't use your week: let me rent it for you for $2100. I said "are you serious $2100". He said "Definitely $2100, after commissions you would clear $1800.
On Feb. 17th I tried to get in touch with ***. I was told he didn't have an e-mail. Julia told me we'll have someone get back in touch with you: it did not happen!
On March 1st, I finally got in touch with *** and he told me he had nothing to do with rentals. He told me to rent it myself or call the office downstairs and ask for a rental agreement. I called downstairs and *** told me they don't have anything to do with it: that's the time share people that do that.
I text *** and he told me they were full of s
Regards
Let's be clear....I was suggesting tot he customer that he use the actual week to come to Cape Cod in the summer and enjoy a high quality vacation instead of trying to rent it out and he told hem that he wasn't interested in coming to the Cape and he was happy just where he lives and hang out at home. Whether that was to watch TV (which apparently he does watch the ball games) or to just putz around the homestead, so be it. Either way, he made it clear to me that even though he bought a high demand summer week on Cape Cod that he really has no interest in using that particular week to visit and use during his interval. In my mind, why bother owning if you don't use the ***eshare to stay at your home week or trade it off to exchange for another vacation.
I just spoke to the General Manager of Harbor Walk Resort and he confirmed that 5 nights of the customer's ownership week has been rented and he can contact ***, the GM, to verify as such on his own later this week. Maybe next year the customer will come and stay at the resort and experience what it has to offer and that he might find the ownership more worthwhile than he believed it to be.
There are other opportunities to travel in RCI other than the Last Call Vacations (which are available extra vacations within 4-6 weeks of arrival) and not more difficult to come by in high demand periods since the inventory is usually booked solid int eh summer. He can travel to the West Coast either using an exchange of his week or Extra Vacation Getaways that can be booked up to a year in advance. I offered to do an online demo to show him those benefits, but he refused my assistance, which is his right to not accept our help; however then why complain we won't help to the Revdex.com?
I personally own timeshare with InnSeason Resorts and use it in various ways: stay in New England, exchange to other resorts all over the world and book Bonus Weeks or other owner discounted stays from time to time and we are here ready and willing to help this customer to take advantage of all of the same types of trips for him and his family. We are a family owned business whose mission is to help other New Englander's explore and enjoy time away at quality resorts with friends and family.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
He says" lets be clear", perfect LETS BE CLEAR. I'm glad that he's happy with his time share and he gets all he wants. But that is not us and our wants. We bought our time share for one reason only: *** promised us we could get 3 units side by side on the Pacific this summer and every summer as a way of getting our family all together. The only answer *** had to that was
"You didn't get it in writing so you can"t prove it " I guess our word is not worth anything.
*** did offer to show me how to search RCI. I said we can save a lot of time. Do you have RCI open and he said that he did. All right, find me 3 units on the beach in California as promised.He said he couldn't do that. THAT IS WHAT IT IS ALL ABOUT.
Whether or not I watch TV is just blowing smoke as a distraction. Having to defend ***'s lies is impossible,
At the end *** threw in "Don't use your week or exchange it; let me rent it for you. I'll get you $2100 for your week." I said are you serious and he said " Less commissions you"ll clear in the $1800s"
Regards
I went to the Pats pre-season fair and I got a call that I was a major winner from my entry at the Patriots. The supervisor is handling it, so you must be the major winner. Go to Harborwalk to get your winnings. It turned out to be a time share pitch you had to listen to first. We told them we had no interest in traveling except to visit our family scattered around the country. The salesman, ***, said I could go anywhere, anytime; use three weeks of my 51 weeks at one time to get three places together on the beach. We could gather most of the family together that way. It was a complete lie. You can't get one unit for the promised fee, let alone three. He guaranteed it. He took advantage of two old people, 77 and 75, who were only interested in seeing there family. None of his supervisors believed us when we complained. One told us "You should have known enough to get that in writing".
He also promised if I let him rent my unit, he would get me at least $2100 for the week. When I tried to do that he told me another organization does that, not him. It's still not rented as of today.
Our office has spent time on the phone in the past few weeks with this customer to attempt to assist him with his claims in regard to his purchase of a timeshare interval at the Harbor Walk Resort on Falmouth Harbor in the summer on Cape Cod. The customer purchased a high demand week in late June on Cape Cod during a busy season in a wonderful location with excellent amenities and walking distance to the ferry to the islands, shops and restaurants. The customer claims he ONLY bought so he could rent it out and pay the annual resort fees and pay off the loan he took to buy the timeshare. In fact, he signed and initialed next to many easy to read Buyer Acknowledgements that he agreed he was buying the timeshare for personal enjoyment and not for an investment. Another item he agreed to was that our team did NOT use an investment presentation to encourage him to purchase and that our company made no representations for resale, rental or future value to the timeshare. yet, he said our company guaranteed to rent it out for over $2,100 per week.
I asked the customer how that would even make sense even if he rented it out. If he borrowed money to purchase the timeshare and he has to pay back the loan and the annual resort fees, then he might break even possibly depending on the rate of interest he was paying on the loan. But, why not just use the summer week to come to the resort and enjoy his time on Cape Cod and have a beautiful vacation during the best time of year on Cape Cod? That seems to be much more logical and best way to use the timeshare that is for a summer week in Falmouth. He told me that he doesn't want to travel and would prefer to sit at home and watch TV instead. Then it doesn't make sense that he bought into a vacation plan that gives me plenty of opportunities to travel all over the place using the RCI exchange system and the InnSeason Bonus Weeks.
This gentleman claims we took advantage of him due to his age; however, after speaking to him for over 30 minutes on the phone, this customer has a sharp mind and very quick wit about him. He does not appear to be a person who is not capable to understand the offer presented to him and how it works. I offered to spend some time with him doing an online meeting on how the RCI exchange program works and how he can get other trips for a discount, but he was not interested. The Last Call Vacations are deeply discounted week long stays for around $300; however, they are only available on short notice, usually within 4-6 weeks prior to arrival and are based on availability. The Last Calls are not guaranteed to be available during Peak Season, which is when this customer wants to go in the summer to visit his kids out on the West Coast. There will be other Extra Vacation Getaways available with more advance notice for higher prices but during the summer, when everyone wants to travel, there is less "excess or unused" inventory to be had for the deeply discounted rates of the Last Calls or Extra Vacation rates. But, for a retiree who has self-proclaimed time on his hands, there are other times of the year when those deals can be available to the Pacific Coast.
Our company is ready and willing to help the customer use the program to book stays with RCI or to enjoy his summer week on Cape Cod each year; however, there were no promised or guarantees to rent out his week for over $2,000 each year but he is free to do whatever he wishes with his week at the resort each year. His options include renting it out on his own or through the front desk agents of VRI who handles that for owners but charge commissions.
sincerely,
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
t. That's what they are supposed to do, call me tomorrow and I will take care of it. On March 7th, he finally sent out the rental agreement and gave me the wrong address that hadn't been used in over 5 years. I finally got it submitted by faxing it to them. As of today, it is still not rented out completely and they are not getting enough to reach $2100.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
]I like almost everyone I meet and they all seemed like nice people down there. I thought it was only *** (the salesman) who lied, but I guess it's company policy. The response was almost all lies. Of course I didn't buy it as an investment. The $2100 wasn't even mentioned until the end. Next lie"we want to stay home and watch TV." I hardly watch TV except for the Patriots and the Red Sox'x. He must have been talking to someone else. That was how they lured me down there in the first place, by telling me I won the major prize at the Patriots training camp.
When I got there I told *** I had no interest in going to the Caribbean or overseas; I came for the Patriot prize. We told him the only traveling we were interested in was to visit our children and grandchildren scattered around the country. *** jumped on this and started all his lies and exaggerations. *** said, you have 51 weeks, so use 3 at once and get 3 places side by side on the beach so everyone can get together. He said that they were only $300 a week each.. He had us at that and he knew it.
Then he threw in"don't use your week: let me rent it for you for $2100. I said "are you serious $2100". He said "Definitely $2100, after commissions you would clear $1800.
On Feb. 17th I tried to get in touch with ***. I was told he didn't have an e-mail. Julia told me we'll have someone get back in touch with you: it did not happen!
On March 1st, I finally got in touch with *** and he told me he had nothing to do with rentals. He told me to rent it myself or call the office downstairs and ask for a rental agreement. I called downstairs and *** told me they don't have anything to do with it: that's the time share people that do that.
I text *** and he told me they were full of s
Regards
Let's be clear....I was suggesting tot he customer that he use the actual week to come to Cape Cod in the summer and enjoy a high quality vacation instead of trying to rent it out and he told hem that he wasn't interested in coming to the Cape and he was happy just where he lives and hang out at home. Whether that was to watch TV (which apparently he does watch the ball games) or to just putz around the homestead, so be it. Either way, he made it clear to me that even though he bought a high demand summer week on Cape Cod that he really has no interest in using that particular week to visit and use during his interval. In my mind, why bother owning if you don't use the ***eshare to stay at your home week or trade it off to exchange for another vacation.
I just spoke to the General Manager of Harbor Walk Resort and he confirmed that 5 nights of the customer's ownership week has been rented and he can contact ***, the GM, to verify as such on his own later this week. Maybe next year the customer will come and stay at the resort and experience what it has to offer and that he might find the ownership more worthwhile than he believed it to be.
There are other opportunities to travel in RCI other than the Last Call Vacations (which are available extra vacations within 4-6 weeks of arrival) and not more difficult to come by in high demand periods since the inventory is usually booked solid int eh summer. He can travel to the West Coast either using an exchange of his week or Extra Vacation Getaways that can be booked up to a year in advance. I offered to do an online demo to show him those benefits, but he refused my assistance, which is his right to not accept our help; however then why complain we won't help to the Revdex.com?
I personally own timeshare with InnSeason Resorts and use it in various ways: stay in New England, exchange to other resorts all over the world and book Bonus Weeks or other owner discounted stays from time to time and we are here ready and willing to help this customer to take advantage of all of the same types of trips for him and his family. We are a family owned business whose mission is to help other New Englander's explore and enjoy time away at quality resorts with friends and family.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
He says" lets be clear", perfect LETS BE CLEAR. I'm glad that he's happy with his time share and he gets all he wants. But that is not us and our wants. We bought our time share for one reason only: *** promised us we could get 3 units side by side on the Pacific this summer and every summer as a way of getting our family all together. The only answer *** had to that was
"You didn't get it in writing so you can"t prove it " I guess our word is not worth anything.
*** did offer to show me how to search RCI. I said we can save a lot of time. Do you have RCI open and he said that he did. All right, find me 3 units on the beach in California as promised.He said he couldn't do that. THAT IS WHAT IT IS ALL ABOUT.
Whether or not I watch TV is just blowing smoke as a distraction. Having to defend ***'s lies is impossible,
At the end *** threw in "Don't use your week or exchange it; let me rent it for you. I'll get you $2100 for your week." I said are you serious and he said " Less commissions you"ll clear in the $1800s"
Regards
Please allow this correspondence to serve as a formal complaint against: Inn Seasons ***. Inn Seasons resort representatives made material misrepresentations to us and induced us to sign a contract. An affidavit specifically setting forth the facts is also enclosed. We did contact Inn Seasons resort on numerous occasions by phone, email and certified mail.
This customer has been an owner of the InnSeason Vacation Club for over 12 years and has upgraded her points package back in 2010 after being an owner for 5 years.
She has booked reservations and she has enough points to book into high demand travel periods using her points.
Our company offer training and reference materials online or we can assist by phone to help book her reservations. We have a staff of agents waiting to take her call and assist, she just has to make the call.
Her claims in this complaint are mainly due to her not wanting to pay the annual club fees that she agreed to pay when she first purchased back in 2005 and again upgraded to a larger package in 2010.
Our company does not act as a resale agent for owners to sell their points, but we do offer guidance and tips to owners on how to sell it and if she has paid some outside agencies to sell her ownership, then that has nothing to do with our company.
She is free to sell or transfer the club points to anyone she wants as long as they agree to pay the club fees going forward.
This complaint is misguided since it's not the appropriate way to transfer her ownership to someone else to release her from the annual obligation and it really isn't pointing to a flaw or defect in her ability to book vacations using her points, but rather health and financial issues in her own personal situation that we can not verify nor should we have to address them here.
I have reached out by phone to the owner and I'll try to make some recommendations and offer to help her with a possible resolution to her issue when she calls me back.
***
Purchase Relations Manager
InnSeason Resorts
Please allow this correspondence to serve as a formal complaint against: Inn Seasons ***. Inn Seasons resort representatives made material misrepresentations to us and induced us to sign a contract. An affidavit specifically setting forth the facts is also enclosed. We did contact Inn Seasons resort on numerous occasions by phone, email and certified mail.
This customer has been an owner of the InnSeason Vacation Club for over 12 years and has upgraded her points package back in 2010 after being an owner for 5 years.
She has booked reservations and she has enough points to book into high demand travel periods using her points.
Our company offer training and reference materials online or we can assist by phone to help book her reservations. We have a staff of agents waiting to take her call and assist, she just has to make the call.
Her claims in this complaint are mainly due to her not wanting to pay the annual club fees that she agreed to pay when she first purchased back in 2005 and again upgraded to a larger package in 2010.
Our company does not act as a resale agent for owners to sell their points, but we do offer guidance and tips to owners on how to sell it and if she has paid some outside agencies to sell her ownership, then that has nothing to do with our company.
She is free to sell or transfer the club points to anyone she wants as long as they agree to pay the club fees going forward.
This complaint is misguided since it's not the appropriate way to transfer her ownership to someone else to release her from the annual obligation and it really isn't pointing to a flaw or defect in her ability to book vacations using her points, but rather health and financial issues in her own personal situation that we can not verify nor should we have to address them here.
I have reached out by phone to the owner and I'll try to make some recommendations and offer to help her with a possible resolution to her issue when she calls me back.
***
Purchase Relations Manager
InnSeason Resorts
On 01/14/2018, we attended a presentation at The *** at Yarmouth. Our purpose was to add to our existing program which didn’t appear feasible so we declined. At that point, another salesperson worked with us. He ultimately sold us a product about which we had an extensive discussion. He viewed our present account and stated one, that the programs could be combined, and two, that there wasn’t an issue with combining even though the names on the ownerships would be different. We were not given access to our account until 02/12/2018, which was beyond the 30 day cancellation period. We immediately began the process of combining and it was only at that time that we were able to discover that the sales representative gave us false information. We immediately contacted the company and although they presented us with options, they were one, of more cost to us, and two, not the program which we communicated that we wanted.
We are asking for the sale to be rescinded based on the fact that the sales representative gave us false information, and that we were unable to determine this in the 30 day cancellation period because the company did not provide us with access to our account in that time. The company has refused our request.
Our company has been attempting to help this customer for the last 2 months, but the customers were not sure what they owned or how it worked in relation to the RCI Points program; therefore, they are in a situation where what they purchased is not working as THEY thought it would. These customers had a rescission period to cancel without even a reason why they wanted to cancel the agreement and get a full refund. That rescission period was provided in writing and the customers initialed next to the disclosure and signed at the bottom of the page. In that same disclosure, the customers acknowledged that they were not orally promised anything that was not in the written agreement. This is important since they are now stating that the purchase was contingent upon the new RCI Points account being combined to the husband's existing Holiday Inn Vacation Club account that he still owns with his ex-wife.
The customers did NOT have to wait for the RCI Points account to be activated in order to speak to their Holiday Inn Club representatives or RCI agents to determine whether the new purchase could be combined with the existing account. Even though the customer forwarded me copies of some of their account information, he could not articulate how it worked, so I researched what they owned, provided the customer a copy of their own Holiday Inn Vacation Club Guidebook where it states clearly "how to add other RCI inventory to their account" on page 140, using a program called Global Choice. That Guidebook has been provided to the customer each year and would have explained whether the new purchase would have a fit to add it to their existing program.
As it turns out, the RCI Points plan they bought is a "pure points" floating interval week, but we found out in the HI Club Guidebook, that if we switch them to a FIXED interval, then they could deposit that with RCI and then add it to their existing HI Club with Global Choice. Our company has offered to switch their ownership starting for 2019 to a FIXED week interval at no cost to them, except they would have to pay the difference in the resort annual maintenance fees, which could be $175-340 more per year, but they refused to accept that offer. Or they could keep what they bought and use it as RCI Points each year and pay the reduced maintenance fees of that resort.
We did tell the customer that we would not cancel the agreement from early January, but we offered a reasonable and fair solution for them at no cost to switch to a FIXED week interval, but they decided that was not acceptable to them. Our company did not falsely make any claims that they could definitively combine the accounts and the written agreement does not state as much and the customer had a period of time to review the program and rescind within the rescission period disclosed in the agreement. We stand by our previous position that the contract is binding and will not be canceled, but we stand by our offer to switch them to a FIXED week interval.
***
Purchase Relations Manager, InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Regards
Our company had made a reasonable offer to help, but you turned it down and complained to the Revdex.com that we should refund the purchase past the rescission period. You had a period of time to cancel the agreement and receive a full refund with no questions asked and you could have determined whether the new plan would do what you wanted it to do without waiting for the RCI setup to be activated.
I think the Revdex.com can be a constructive place to get a business that is not responding to the consumer's issues to step up to the plate and begin communicating about a problem. However, we were in on-going discussions right up to the other day and even gave an alternative to solve the issue that was rejected.
***
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
A reasonable offer should not involve us spending more money. We asked for a refund past the rescission period because you did not provide us with access or the ability to work with our account until after the rescission period, at which time we immediately contacted your company upon discovering that we were unable to do what your sales person assured us we could. Although we were remiss in not fact checking, a consumer should not be assured of things that are not factual. We contacted you at the time we were able to discover this deceit, which was when you provided access to our account, which was after the 30 days.
We did check the box that acknowledged that we were not orally promised anything; this was due to a mistake on our part in assuming we could trust in what the sales representative stated to us during his presentation. Mr. has spent a lot of time telling us what we “could have done”, in essence verifying that we were remiss in trusting the statements made by his representative.I do not know what all these statements are about being unaware of what we owned; case in point, we had the sales person view the account we had in order to ensure that the statements he made about being able to combine our programs were verified.Most importantly, we were not given access to our account until after the 30 day rescission period and therefore were unable to work with what we thought we were sold. The company, in essence, was able to conceal the fact that the salesperson made statements that were not factual in order to sell us the product.We were not offered fair and reasonable solutions; they were either of more cost to us or not what we communicated that we were looking for at the time of the sale.
Regards
On 01/14/2018, we attended a presentation at The *** at Yarmouth. Our purpose was to add to our existing program which didn’t appear feasible so we declined. At that point, another salesperson worked with us. He ultimately sold us a product about which we had an extensive discussion. He viewed our present account and stated one, that the programs could be combined, and two, that there wasn’t an issue with combining even though the names on the ownerships would be different. We were not given access to our account until 02/12/2018, which was beyond the 30 day cancellation period. We immediately began the process of combining and it was only at that time that we were able to discover that the sales representative gave us false information. We immediately contacted the company and although they presented us with options, they were one, of more cost to us, and two, not the program which we communicated that we wanted.
We are asking for the sale to be rescinded based on the fact that the sales representative gave us false information, and that we were unable to determine this in the 30 day cancellation period because the company did not provide us with access to our account in that time. The company has refused our request.
Our company has been attempting to help this customer for the last 2 months, but the customers were not sure what they owned or how it worked in relation to the RCI Points program; therefore, they are in a situation where what they purchased is not working as THEY thought it would. These customers had a rescission period to cancel without even a reason why they wanted to cancel the agreement and get a full refund. That rescission period was provided in writing and the customers initialed next to the disclosure and signed at the bottom of the page. In that same disclosure, the customers acknowledged that they were not orally promised anything that was not in the written agreement. This is important since they are now stating that the purchase was contingent upon the new RCI Points account being combined to the husband's existing Holiday Inn Vacation Club account that he still owns with his ex-wife.
The customers did NOT have to wait for the RCI Points account to be activated in order to speak to their Holiday Inn Club representatives or RCI agents to determine whether the new purchase could be combined with the existing account. Even though the customer forwarded me copies of some of their account information, he could not articulate how it worked, so I researched what they owned, provided the customer a copy of their own Holiday Inn Vacation Club Guidebook where it states clearly "how to add other RCI inventory to their account" on page 140, using a program called Global Choice. That Guidebook has been provided to the customer each year and would have explained whether the new purchase would have a fit to add it to their existing program.
As it turns out, the RCI Points plan they bought is a "pure points" floating interval week, but we found out in the HI Club Guidebook, that if we switch them to a FIXED interval, then they could deposit that with RCI and then add it to their existing HI Club with Global Choice. Our company has offered to switch their ownership starting for 2019 to a FIXED week interval at no cost to them, except they would have to pay the difference in the resort annual maintenance fees, which could be $175-340 more per year, but they refused to accept that offer. Or they could keep what they bought and use it as RCI Points each year and pay the reduced maintenance fees of that resort.
We did tell the customer that we would not cancel the agreement from early January, but we offered a reasonable and fair solution for them at no cost to switch to a FIXED week interval, but they decided that was not acceptable to them. Our company did not falsely make any claims that they could definitively combine the accounts and the written agreement does not state as much and the customer had a period of time to review the program and rescind within the rescission period disclosed in the agreement. We stand by our previous position that the contract is binding and will not be canceled, but we stand by our offer to switch them to a FIXED week interval.
***
Purchase Relations Manager, InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Regards
Our company had made a reasonable offer to help, but you turned it down and complained to the Revdex.com that we should refund the purchase past the rescission period. You had a period of time to cancel the agreement and receive a full refund with no questions asked and you could have determined whether the new plan would do what you wanted it to do without waiting for the RCI setup to be activated.
I think the Revdex.com can be a constructive place to get a business that is not responding to the consumer's issues to step up to the plate and begin communicating about a problem. However, we were in on-going discussions right up to the other day and even gave an alternative to solve the issue that was rejected.
***
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
A reasonable offer should not involve us spending more money. We asked for a refund past the rescission period because you did not provide us with access or the ability to work with our account until after the rescission period, at which time we immediately contacted your company upon discovering that we were unable to do what your sales person assured us we could. Although we were remiss in not fact checking, a consumer should not be assured of things that are not factual. We contacted you at the time we were able to discover this deceit, which was when you provided access to our account, which was after the 30 days.
We did check the box that acknowledged that we were not orally promised anything; this was due to a mistake on our part in assuming we could trust in what the sales representative stated to us during his presentation. Mr. has spent a lot of time telling us what we “could have done”, in essence verifying that we were remiss in trusting the statements made by his representative.I do not know what all these statements are about being unaware of what we owned; case in point, we had the sales person view the account we had in order to ensure that the statements he made about being able to combine our programs were verified.Most importantly, we were not given access to our account until after the 30 day rescission period and therefore were unable to work with what we thought we were sold. The company, in essence, was able to conceal the fact that the salesperson made statements that were not factual in order to sell us the product.We were not offered fair and reasonable solutions; they were either of more cost to us or not what we communicated that we were looking for at the time of the sale.
Regards
I have been disputing our membership and have requested cancellation of our InnSeason Resorts contract in the 8 months. I have attempted to resolve and cancel this contract because I was misled and deceived when purchasing the timeshare. I was also told many things concerning the timeshare. For example, I was told this timeshare would be a great investment and would give us a profitable return as the value would increase. However, I was told false information in the sales presentation as were only given some information regarding this timeshare and most of what was stated by our sales rep was false. The lies and were were told in our presentation affected our decision to purchase. The high pressure sales tactics and overall experience I had with also affected my decision to purchase as I was held in for hours and given false information about owning this timeshare. I will be stopping all payments, I was not aware that I had to pay additional fee in this time share, I Believe this company give out false information to gain their trust in people like me to purchase their time share. I am already in debt with my home mortgage with financial hard ship. I have spoke to several people to cancel. I was told to sell it on *** that was my best option to cancel my loan.
I called and spoke with the customer this morning to review the situation and we had a productive conversation and we have scheduled an online meeting so I can demonstrate how to use the program with RCI Points and other benefits of the program.
I hope that the online meeting will give her the tools and understanding on how to benefit from the exchange program plus the other extra vacation getaways with RCI and Bonus Weeks with InnSeason Resorts.
Sincerely,
***
Purchase Relations Manager
InnSeason Resorts
I have been disputing our membership and have requested cancellation of our InnSeason Resorts contract in the 8 months. I have attempted to resolve and cancel this contract because I was misled and deceived when purchasing the timeshare. I was also told many things concerning the timeshare. For example, I was told this timeshare would be a great investment and would give us a profitable return as the value would increase. However, I was told false information in the sales presentation as were only given some information regarding this timeshare and most of what was stated by our sales rep was false. The lies and were were told in our presentation affected our decision to purchase. The high pressure sales tactics and overall experience I had with also affected my decision to purchase as I was held in for hours and given false information about owning this timeshare. I will be stopping all payments, I was not aware that I had to pay additional fee in this time share, I Believe this company give out false information to gain their trust in people like me to purchase their time share. I am already in debt with my home mortgage with financial hard ship. I have spoke to several people to cancel. I was told to sell it on *** that was my best option to cancel my loan.
I called and spoke with the customer this morning to review the situation and we had a productive conversation and we have scheduled an online meeting so I can demonstrate how to use the program with RCI Points and other benefits of the program.
I hope that the online meeting will give her the tools and understanding on how to benefit from the exchange program plus the other extra vacation getaways with RCI and Bonus Weeks with InnSeason Resorts.
Sincerely,
***
Purchase Relations Manager
InnSeason Resorts
For almost ten years we have been owners with Inn Season. We have upgraded once, used Inn Season twice, and the rest of the time we have used ***. What the salesmen told us we were getting with the timeshare purchase is a far cry from what the company actually delivered. For example, the salesmen told us that we would be able to spend summers at Cape Cod. That has never happened. Every time we tried to get reservations, they told us that nothing was available and/or we didn’t have enough points. We upgraded in 2010 and even then there not enough points to take a vacation there. We resorted to using *** for our vacations. The salesmen did not tell us that there were fees to do that. We of course found out on our own. The properties were run down and we didn’t get the amenities we are paying for. The original purchase was an every-other-year timeshare. The salesmen did not tell us that we would be paying maintenance fees yearly, however. That too we found out later and much to our surprise. The salesmen convinced us to get the upgrade because it was an every year timeshare and since we were paying maintenance fees every year, we might as well do that, etc. They promised us that with the upgrade we would finally get to Cape Cod. As noted above, that never happened. It appears that the resorts “cost” points go up also and because of that we never have enough to go to Cape Cod or Maine. We bought the timeshare to be able to take vacations with the children, affordable vacations, at four-star resorts with all the amenities. We thought to travel and introduce them to different places. Never have we been able to make reservations when and where we wanted to go. The salesmen lied to us about that being available to us. We never have had enough points even though the salesmen had told us we did. They assured us that there was availability – plenty of availability – and that is not true. The salesmen in the presentations used high pressure sales tactics to get us to buy, pure and simple. They ganged up on us and salesmen came and went, backing up each other’s stories and assurances. They kept us in a room for several hours, wearing us down with so much information or we should say misinformation, to the point we were confused, tired, and victimized by their manipulation. They told us that this was the deal of a lifetime. This has turned into a major burden with no benefits like the ones the salesmen told us we were getting.
This club member first purchased in October 2008 and then upgraded in June 2010. His initial usage of the club points was in 2009 and he has bad 8 use years where he was allocated points to use within the club or with the exchange company. He has booked 2 vacations within the club inventory and another 6 vacations using ***. All of these vacations were booked for either summer stays or during the holiday week between Christmas and New Years are are considered high demand times. He claims he can't use the points and wants a refund; however he has booked 8 vacations and canceled the latest one over this recent holiday break.
This member bought a biennial program at first, 90,000 every other year and then proceeded in 2010 to get an annual membership for 65,000 points per year. His trips in *** seems to be for beach destinations in August or White Mountains during the holiday break at Christmas to New Years. His complaint centers on not getting to Cape Cod in the summer months and that he was promised he could do that with the package he had. Well, he can go to the Cape in the summer but it would be for less than a week and he'd have to book within 4 months of arrival since he doesn't have enough points to book a full week up to 12 months in advance. This should not be a shocking revelation since he was given a Club Point chart and other information when he first joined the Club in 2008 and it's pretty clear on how many points it takes to book Cape Cod in the summer for a week: 135,000 for a studio and up to 170,000 for a 2 bedroom condo for the week.
Most club members who have a point package similar to what they own will try to book less than 4 months notice for less than 7 nights and get a better value if they can stay mid-week, Sunday to Thursday nights since it's only 13,500 for a studio, 15,000 for a 1 bedroom or 17,000 for a 2 bedroom per night on the Cape mid-week. So, if he has 65,000 points, then he could almost do 5 nights mid-week in a studio or 4 nights in a 1 bedroom condo. We do provide detailed reference materials on the Owners Inn website and we do offer tutorial online classes for those who want assistance with our Timeshare Genius program. Plus, we have a staff at our club reservation line who are very friendly and helpful to assist in booking vacations and providing information to help fit our club members needs.
There is no breach of contract nor is there any misrepresentation of the program from what I have been shown or see in the notes or the agreement. I will personally offer my assistance to the club member to better use the program and help them take some great trips for years to come.
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The gentleman is correct about one thing: we have had "bad 8 use years". The salesmen told we could go to the Cape and didn't tell us we would have to upgrade or get more points to actually do this when we wanted to do this. They didn't tell us that the amount of points w got - not a lot - would guarantee that we wouldn't get there in the summertime. On purpose they induced us to buy something they knew we would have to upgrade IF we wanted to use it the way we told them we planned.
Regards
Well, why not return my phone calls or emails so I can help you use it? You were quick to respond back on the Revdex.com complaint, but I am offering to help you use it and book the stays.
Were you not aware of the club point grid, see attached, that was in your owner book and online prior to upgrading? I did explain there are ways to get to the Cape, but it'll involve going on shorter notice (4 months prior to arrival) and you will get more value by going mid-week.
Call me or email me so we can set up an online demonstration on how to book using the website and we can record the entire training session.
Sincerely,
***
InnSeason Resorts
For almost ten years we have been owners with Inn Season. We have upgraded once, used Inn Season twice, and the rest of the time we have used ***. What the salesmen told us we were getting with the timeshare purchase is a far cry from what the company actually delivered. For example, the salesmen told us that we would be able to spend summers at Cape Cod. That has never happened. Every time we tried to get reservations, they told us that nothing was available and/or we didn’t have enough points. We upgraded in 2010 and even then there not enough points to take a vacation there. We resorted to using *** for our vacations. The salesmen did not tell us that there were fees to do that. We of course found out on our own. The properties were run down and we didn’t get the amenities we are paying for. The original purchase was an every-other-year timeshare. The salesmen did not tell us that we would be paying maintenance fees yearly, however. That too we found out later and much to our surprise. The salesmen convinced us to get the upgrade because it was an every year timeshare and since we were paying maintenance fees every year, we might as well do that, etc. They promised us that with the upgrade we would finally get to Cape Cod. As noted above, that never happened. It appears that the resorts “cost” points go up also and because of that we never have enough to go to Cape Cod or Maine. We bought the timeshare to be able to take vacations with the children, affordable vacations, at four-star resorts with all the amenities. We thought to travel and introduce them to different places. Never have we been able to make reservations when and where we wanted to go. The salesmen lied to us about that being available to us. We never have had enough points even though the salesmen had told us we did. They assured us that there was availability – plenty of availability – and that is not true. The salesmen in the presentations used high pressure sales tactics to get us to buy, pure and simple. They ganged up on us and salesmen came and went, backing up each other’s stories and assurances. They kept us in a room for several hours, wearing us down with so much information or we should say misinformation, to the point we were confused, tired, and victimized by their manipulation. They told us that this was the deal of a lifetime. This has turned into a major burden with no benefits like the ones the salesmen told us we were getting.
This club member first purchased in October 2008 and then upgraded in June 2010. His initial usage of the club points was in 2009 and he has bad 8 use years where he was allocated points to use within the club or with the exchange company. He has booked 2 vacations within the club inventory and another 6 vacations using ***. All of these vacations were booked for either summer stays or during the holiday week between Christmas and New Years are are considered high demand times. He claims he can't use the points and wants a refund; however he has booked 8 vacations and canceled the latest one over this recent holiday break.
This member bought a biennial program at first, 90,000 every other year and then proceeded in 2010 to get an annual membership for 65,000 points per year. His trips in *** seems to be for beach destinations in August or White Mountains during the holiday break at Christmas to New Years. His complaint centers on not getting to Cape Cod in the summer months and that he was promised he could do that with the package he had. Well, he can go to the Cape in the summer but it would be for less than a week and he'd have to book within 4 months of arrival since he doesn't have enough points to book a full week up to 12 months in advance. This should not be a shocking revelation since he was given a Club Point chart and other information when he first joined the Club in 2008 and it's pretty clear on how many points it takes to book Cape Cod in the summer for a week: 135,000 for a studio and up to 170,000 for a 2 bedroom condo for the week.
Most club members who have a point package similar to what they own will try to book less than 4 months notice for less than 7 nights and get a better value if they can stay mid-week, Sunday to Thursday nights since it's only 13,500 for a studio, 15,000 for a 1 bedroom or 17,000 for a 2 bedroom per night on the Cape mid-week. So, if he has 65,000 points, then he could almost do 5 nights mid-week in a studio or 4 nights in a 1 bedroom condo. We do provide detailed reference materials on the Owners Inn website and we do offer tutorial online classes for those who want assistance with our Timeshare Genius program. Plus, we have a staff at our club reservation line who are very friendly and helpful to assist in booking vacations and providing information to help fit our club members needs.
There is no breach of contract nor is there any misrepresentation of the program from what I have been shown or see in the notes or the agreement. I will personally offer my assistance to the club member to better use the program and help them take some great trips for years to come.
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The gentleman is correct about one thing: we have had "bad 8 use years". The salesmen told we could go to the Cape and didn't tell us we would have to upgrade or get more points to actually do this when we wanted to do this. They didn't tell us that the amount of points w got - not a lot - would guarantee that we wouldn't get there in the summertime. On purpose they induced us to buy something they knew we would have to upgrade IF we wanted to use it the way we told them we planned.
Regards
Well, why not return my phone calls or emails so I can help you use it? You were quick to respond back on the Revdex.com complaint, but I am offering to help you use it and book the stays.
Were you not aware of the club point grid, see attached, that was in your owner book and online prior to upgrading? I did explain there are ways to get to the Cape, but it'll involve going on shorter notice (4 months prior to arrival) and you will get more value by going mid-week.
Call me or email me so we can set up an online demonstration on how to book using the website and we can record the entire training session.
Sincerely,
***
InnSeason Resorts
We have been disputing our membership and have requested cancellation of our InnSeason Resorts contract in recent months. We have attempted to resolve and cancel this contract because we were misled and deceived when purchasing the timeshare. We were told many things concerning the timeshare. For example, we were told this timeshare would be a great investment and would give us a profitable return as the value would increase. However, we were told false information in the sales presentation as were only given some information regarding this timeshare and most of what was stated by our sales rep, *** was false. The lies and were were told in our presentation affected our decision to purchase. The high pressure sales tactics and overall experience we had with *** also affected our decision to purchase as we were held in for hours and given false information about owning this timeshare. We have stopped all payments on the contract and maintenance fees as we have made it very clear that we would like a resolution. InnSeason Resorts has not answered our dispute letter that was sent out in September. In October, we reached out to InnSeason through their online form and quickly received an email from a Mr ***. We never received the letter Mr *** claimed he was sending. We reached out several more times trying to get a response from Mr *** but all communication has ceased. Since we submitted the attached letter by mail in September, we have not received any help or resolution to the issues presented concerning the sales staff or the lies we were told at our presentation
I reviewed the complaint and the letter that was provided to me back at the end of October by this couple who seemed to have an amazing recall of every detail from their preview of our program in Ogunquit back in May 2017, which to me is amazing since it's difficult for me to recall exactly what happened in a 1 hour meeting with colleagues a few weeks ago with such clarity. Thankfully, I take great notes for me to be reminded of the key topics and issues; however, this couple must have better recall than myself or they took extensive notes during the presentation.
Upon reading the letter written from October, I looked at the claims that the customer stated the sales representative made to them about the product and its benefits. In fact, for most of first 6 or 7 items listed, I was nodding my head in agreement that it sounded like the representative was described to have explained the program very well.
Yes, the customer would OWN the timeshare and they could in fact WILL it to their heirs or RENT it out if they didn't want to use it. Yes, there could be some tax benefits, but just like a home, people should get expert tax advice from those who are tax professionals and our team does not profess to be tax professionals.
Yes, there would probably be minimal increases in maintenance fees over the years, but again that is subjective as noted by the consumer and she did not ask for historical data to see how much prior years fees have increased.
Yes, as the consumer recalls, the representative suggested that once the loan was paid off then the couple would save more than paying for their vacations outright without this program and I'm sure that all of our guests DESERVE to take vacations since most work hard and need time to recharge and spend time with their loved ones.
BUT....then we start to go off track on what is offered when the consumer claims that our company offers to BUYBACK the timeshare at anytime and that we buy them back all the time! (??) I have worked for our company for close to 15 years and we have never had a buyback program nor have we provided any such assurances within our agreements to the customers who purchase the intervals from our company. We do provide a ton of resources to our new owners, we offer live and online tutorials to help new owners with how to use the system online to book their reservations. We in fact had emailed to this couple an offer to attend a RCI Points live training session in late October or early December just prior to them sending us the complaint letter in late October.
We have an extensive library of resources on our website for owners with How To's to use the RCI Points and other benefits they have with InnSeason Resorts, we call that program the Timeshare Genius program and it's considered a pioneer in customer service for timeshare developers who are looking to copy our efforts for their own companies.
The other issue that seems odd is that they said they are interested in camping and that our representative stated this program works at campgrounds. That is not consistent with what was presented on by our team when I asked the manager and his rep about this claim. The RCI Directory of Resorts that was given to this couple on the day of the purchase does NOT include a single campground to use the RCI Points. There are some alternative types of vacations that the points can be used to book. For example, there are houseboats in several locations such as Florida, South Carolina, Arizona and Missouri. There are also 50-65' catamarans in the Carribbean and French Polynesian where you can stay on-board these vessels with 3 other couples and cruise around those locals with a captain and first mate. These are not the normal resort destinations as shown amongst the 4,000 resorts in the RCI Directory that they were provided.
In the later part of the letter their desire to buy a travel trailer and pursue that kind of vacationing seems to be the impetus of the request to have my company buy their timeshare back from them. There were no such offers made and no such conditions listed in the agreement when they were purchasing the program. In fact, they said our staff did NOT give them time to read the "countless" documents they signed and that they signed, over and over, without ever reading a single paragraph of the contract. I find that hard to believe to take at face value. For someone to have such great recall of the minute details in the 2 hour presentation but have no recall or interest in reading a legally binding contract for over $13,000 and loan terms that require a 10 year repayment term is not reasonable.
In fact, if the customer did not feel comfortable with the amount of time provided to review and sign the paperwork, then whether they were buying our product or a car or a travel trailer, then my suggestion to anyone is to get up and leave without buying anyone's product. Our company disclosed to the customer in a Buyers Acknowledgement form and in the Public Offering Statement that was initials and signed that they received such disclosures that day, that they had a rescission period to cancel the agreement with a period of days if they did not want to keep it and get a full refund. So, even if they didn't read all of the paperwork at the time of the presentation (not a good idea), but they could have easily reviewed all of it in the privacy and comfort of their home immediately after they arrived home and without any undue influence from a sales person, they could have read and decided if they felt comfortable with the purchase. If not, then they had a means to cancel and get a full refund of the purchase.
It seems like they have buyers remorse and changed their minds about what they wanted a few months after they purchased and the story that our company promised to buy back the timeshare was used to in an attempt to force our hand; however, there is nothing to support that claim and in fact, if that was a big reason for why they did purchase, then what effort did they make to ensure that claim was contained in the written agreement for them to fall back on months or years later? Nothing. In fact, they claim they didn't read any of the paperwork.
I offered to do an online demo for this couple and we sent them an email invitation in October to attend a training to learn more about how to book and use the program. It was never brought up that they even tried to use the RCI Points program, but rather they have a change of heart on how they plan to travel in the future. That's fine and we certainly are fine with people making changes in their travel lifestyle, but we made promises to our lender when they signed a Promissory Note to repay the loan they agreed to back in May 2017. If they are looking to do something different, then they are free to sell the program to anyone they want, pay off the loan and do a transfer to someone else so they no longer OWN the timeshare. But, we never promised to buy it back or act as their sales agent to sell it for them and we haven't done that for others in the 15 years I have been with the company.
The complaint repeatedly used the term "lies" over and over again; however, the only things in this complaint that is inconsistent with our agreement and RCI information provided are the claim that we offered to buyback the timeshare anytime and that they could use it at campgrounds. Neither of those claims were presented by our team or offered in our agreements with InnSeason or RCI.
Lastly, the plane vouchers do work and there are certain terms and conditions that need to be met, but we are happy to get someone to help the customer to use those plane vouchers if they want our help.
I'm willing to help this couple better use the RCI Points program and their InnSeason benefits so they can take some fabulous trips for years to come. Even if they choose to buy a travel trailer, like many of our other owners, then the RCI Points program can supplement their travel plans since trailers can go oversees or are not easily driven across country in a short period of time.
Sincerely,
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
Thank you for assisting us in our distress with this company. In response to Mr., in fact we do have a wonderful memory of what took place at this meeting and insist that we were absolutely lied to and taken advantage of. If we were fully aware of the inconsistencies of the what we were told in our meeting and what was actually in the contract, we would have never agreed to sign. In fact, Mr. claims our letter was received at the end of October. We sent that letter out at the end of SEPTEMBER. It took a month to receive any correspondence to our complaint whatsoever. The only correspondence we ever received was an email stating Mr. would love to speak with us on our claims, but when we attempted to reach out, he was suddenly unavailable via email. We NEVER received the written response that Mr. stated via email would be provided the Friday following the email sent October 26th. Clearly, this shows lack of integrity as it took us exposing our concerns to the public to receive a response to our concerns. If there are inconsistencies between what was stated then and what is written in this response, how can we believe he has any true information about what took place in our meeting? Especially since, Mr. was not the sales agent involved. If Mr. took such great notes, we would like to be provided with such notes as we do not believe this is true. Unfortunately, we do not agree with the claim that *** explained the program well as he only gave partial truths. As stated, we were told owning timeshare was an asset. Asset is defined as “property owned by a person or company, regarded as having value and available to meet debts, commitments, or legacies”. This “property” has no true value as no one wants it. It is so easy to go on the internet and see the thousands of individuals trying to give their timeshares away because they are such a burden and a trap. We were made to believe this timeshare was a benefit for our children, not an obligation. This is incomplete information that should have been fully addressed by *** at the presentation. As stated in the letter, *** made it a point to tell us we could write off this timeshare on our taxes. If he is not a tax professional, this should’ve never been in our conversation. He never stated he was not a tax professional, but he also never made it clear that he was not. Half- information is a deceitful tactic that is essentially a lie, which is the reason we have emphasized repeatedly that we were lied to in the complaint we submitted. We were told at the purchase meeting fees were to be minimal. There was no mention of this only being a possibility. If minimal maintenance fees is only a possibility, then this should be made clear at the meeting. There should be no possibilities provided as absolutes. *** told us we would save more all around with owning a timeshare, than if we purchased vacations outright. Due to rising annual yearly fees, this timeshare obligation never ends. If we receive maintenance fees that increase annually, we can only imagine how great these fees will be once our timeshare is paid off. By then, we could have traveled to numerous places without the stress of this timeshare. *** guaranteed at the meeting that InnSeasons would have no issue buying our timeshare back. We couldn’t have come up with such information from thin air. We would not have known of such a possibility, if it was not stated to us. As confirmed by Mr. in his response, no such thing exists. If there is no such program, we were blatantly lied to, as we reiterated continuously through our initial complaint. Mr. may have never provided such assurances as a buyback of an ownership HIMSELF, but that does not mean we were not given this option as matter of fact from ***. Mr. has his facts mixed up as we received this “helpful” email he claims to have provided AFTER disputing our ownership as we sent our very first letter out September 20th. Regardless, we do not need help using this ridiculous timeshare. We only want out of the contract with no further obligations to the timeshare or debt that we took on under false pretenses. Again, if campground provisions were not consistent with what timeshare offers, we were lied to by *** as he told us we could go camping with our timeshare. It infuriates us that we are being called liars right now. If we were not lied to, we would not be going through this much energy to get out of this timeshare. We do not care about the possible locations available to vacation with our timeshare. We care about the fact that we were assured we could use our timeshare to go camping and we can’t. We have not changed our minds about anything. Our minds were manipulated to believe we were making an investment that has turned out to be a money sink hole. We do not want assistance to “better use RCI”. We stand firm in our request to cancel our contract with a refund of the money we have sent up until this point.
Regards
The customer states that *** lied about our company offering to buy back their timeshare at any time. Yet, it's not in the agreement, which does include in the Buyers Acknowledgements' a section that is initialed and signed by the customer that states they have the right to rescind the contract within a certain number of days (it varies on the state) to review their purchase and cancel for any reason within that time-frame and receive a full refund. This is in writing and signed and initialed by the customer and is not disputable. Nor did the customer choose to rescind the agreement within the allowable number of days.
If a representative of any product offers to provide a guaranteed "buy back" for a product to a customer, then the consumer should demand for that to be put in writing IF that was really offered and IF that is a material reason why I felt comfortable in purchasing the product. The customer bought a beneficial interest in the Master Trust that holds title to the real property at that resort. It is an asset and many millions of people use timeshare and RCI Points each year to take wonderful vacations all over the world and this customer has not even attempted to book or use the points, but demands we refund her money or buy back the program, while also signing for a Promissory Note for that purchase.
As far as the campground assertion, it would have been pretty evident by looking through the RCI resort directory or going on the website (not login needed to view resorts in RCI) to determine that there are no campgrounds in the directory. As I mentioned, there are some alternative types of vacation options; however, with over 4,000 resorts in their system, campgrounds were not something RCI is trying to fulfill with its exchange options. We have many timeshare owners who do own travel trailers or RV's and still get great value and benefit from the RCI Points program, so wanting to do camping doesn't mean people still don't want to stay in a resort condo from time to time.
Both of the main issues of a buyback program or campground locations (or as the customer states are lies) were items that could have been confirmed after the initial purchase but before their right to cancel had expired by making a phone call or viewing the RCI website once they went home if they didn't want to review the directory. As such, once past the rescission period, the contract is legally binding for the duration and will not be canceled since I do not find anythng to support any misrepresentation of the product or RCI program.
Based on the statements in the rebuttal, the customers read some negative remarks or reviews of timeshare in general and are looking to back out of the agreement without even trying to use it or accepting our assistance in showing them how to book reservations online. It's a buyers remorse situation and not worthy to cancel a valid agreement that they had the opportunity to rescind but didn't.
Sincerely,
***
InnSeason Resorts
Revdex.com:
T, A LIAR AND A MANIPULATOR. His tactics will not work on us. The harassment we have received in recent months will come back tenfold. We are not just going after this company, we are going straight after M. ***. Our agreement was based on falsehoods and pressure and nothing of which is valid. We hope you sleep well Mr. because this will not be the last you have heard from us.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I would like to reject business's response for the following reasons:As stated in my previous responses, we have not argued anything in regards to our contract and what it entails. What we were told by ***, which we took to be honest, truthful information was nothing of the sort. Again, Mr. is not addressing the true concerns we have provided. We have not argued what was in the contract. We are not denying things should be put in writing, hence why we are on the Revdex.com right now arguing with this incompetent jerk, so everyone can see just how relentless this company is. We were absolutely told about a buy back program, and if there is nothing of the sort, Mr. should be making sure these salesmen have proper training and are aware of the effects of having salesmen lie to their customers. Timeshare is not an asset. It is a burden and a money whole and for him to say anything of the sort truly shows his delusion. If it were such an asset, maybe he can explain to me why there are so many people trying and failing to sell their timeshares, or even give them away. NO ONE WANTS THIS BURDEN, AND NO ONE WANTS THEIR CHILDREN TO HAVE IT EITHER. It is an absolute money pit, WORTHLESS. We are absolutely demanding cancelation with a refund because we have been taken advantage of and the mockery we are receiving from Mr. is truly impeccable. We did not come up with these lies we were told out of thin air. AGAIN, since Mr. has such terrible memoery, and clearly a lack of any compassion, we were spoken to of the opportunity to camp with our timeshare. We wouldn’t have purchased anything if we were not lied to about the opportunity to camp. It’s amazing that we have to keep reiterating ourselves over and over again, like it just is not sinking in. We made it clear during our purchase we wanted to camp with our timeshare, as it was an option provided to us, and *** told us this was absolutely possible, and to discover we were lied to is insulting. We were confirmed in the initial purchase by *** that both the buyback program and campground assurances were accurate and true. The pressure that was put on us to purchase absolutely effected our decision. Mr. continues to put words in our mouth and thoughts in our mind, that are not accurate. This behavior truly explains why *** ( and we are sure others) act the way they do. They are learning from the master of lies and relentless behavior. If Mr. believes this will be the last he hears form us, he is in for a rude awakening. WE DO NOT HAVE BUYER’ S REMORSE! THIS MAN IS AN I
Regards
To the Revdex.com: I think that the customer's "rejection" should be pulled for its hateful language and lack of substantive rebuttal to the actual agreement they entered and my earlier responses. When I read it to myself and others we wondered if they were making a threat to me and my persons. I have attempted to be professional, respectful and polite in my attempt to respond to this customer's complaint; however, the nastiness they have exhibited does not deserve any additional response from myself or my organization.
If the customer's response is left for public consumption, then I would expect that my name is removed since this was over the top. The customer states that they are not even engaging about what they signed or agreed to, but instead a bunch of claims that can't be verified and do not make sense, as explained in my earlier responses to the customer.
The Revdex.com forum is not a place to trade insults and I certainly don't think the vitriol that she is spitting out is worthy of staying on the Revdex.com website, so I ask that you revert this case back to the closed position in which you had previously notified me back on January 22, 2018.
We have been disputing our membership and have requested cancellation of our InnSeason Resorts contract in recent months. We have attempted to resolve and cancel this contract because we were misled and deceived when purchasing the timeshare. We were told many things concerning the timeshare. For example, we were told this timeshare would be a great investment and would give us a profitable return as the value would increase. However, we were told false information in the sales presentation as were only given some information regarding this timeshare and most of what was stated by our sales rep, *** was false. The lies and were were told in our presentation affected our decision to purchase. The high pressure sales tactics and overall experience we had with *** also affected our decision to purchase as we were held in for hours and given false information about owning this timeshare. We have stopped all payments on the contract and maintenance fees as we have made it very clear that we would like a resolution. InnSeason Resorts has not answered our dispute letter that was sent out in September. In October, we reached out to InnSeason through their online form and quickly received an email from a Mr ***. We never received the letter Mr *** claimed he was sending. We reached out several more times trying to get a response from Mr *** but all communication has ceased. Since we submitted the attached letter by mail in September, we have not received any help or resolution to the issues presented concerning the sales staff or the lies we were told at our presentation
I reviewed the complaint and the letter that was provided to me back at the end of October by this couple who seemed to have an amazing recall of every detail from their preview of our program in Ogunquit back in May 2017, which to me is amazing since it's difficult for me to recall exactly what happened in a 1 hour meeting with colleagues a few weeks ago with such clarity. Thankfully, I take great notes for me to be reminded of the key topics and issues; however, this couple must have better recall than myself or they took extensive notes during the presentation.
Upon reading the letter written from October, I looked at the claims that the customer stated the sales representative made to them about the product and its benefits. In fact, for most of first 6 or 7 items listed, I was nodding my head in agreement that it sounded like the representative was described to have explained the program very well.
Yes, the customer would OWN the timeshare and they could in fact WILL it to their heirs or RENT it out if they didn't want to use it. Yes, there could be some tax benefits, but just like a home, people should get expert tax advice from those who are tax professionals and our team does not profess to be tax professionals.
Yes, there would probably be minimal increases in maintenance fees over the years, but again that is subjective as noted by the consumer and she did not ask for historical data to see how much prior years fees have increased.
Yes, as the consumer recalls, the representative suggested that once the loan was paid off then the couple would save more than paying for their vacations outright without this program and I'm sure that all of our guests DESERVE to take vacations since most work hard and need time to recharge and spend time with their loved ones.
BUT....then we start to go off track on what is offered when the consumer claims that our company offers to BUYBACK the timeshare at anytime and that we buy them back all the time! (??) I have worked for our company for close to 15 years and we have never had a buyback program nor have we provided any such assurances within our agreements to the customers who purchase the intervals from our company. We do provide a ton of resources to our new owners, we offer live and online tutorials to help new owners with how to use the system online to book their reservations. We in fact had emailed to this couple an offer to attend a RCI Points live training session in late October or early December just prior to them sending us the complaint letter in late October.
We have an extensive library of resources on our website for owners with How To's to use the RCI Points and other benefits they have with InnSeason Resorts, we call that program the Timeshare Genius program and it's considered a pioneer in customer service for timeshare developers who are looking to copy our efforts for their own companies.
The other issue that seems odd is that they said they are interested in camping and that our representative stated this program works at campgrounds. That is not consistent with what was presented on by our team when I asked the manager and his rep about this claim. The RCI Directory of Resorts that was given to this couple on the day of the purchase does NOT include a single campground to use the RCI Points. There are some alternative types of vacations that the points can be used to book. For example, there are houseboats in several locations such as Florida, South Carolina, Arizona and Missouri. There are also 50-65' catamarans in the Carribbean and French Polynesian where you can stay on-board these vessels with 3 other couples and cruise around those locals with a captain and first mate. These are not the normal resort destinations as shown amongst the 4,000 resorts in the RCI Directory that they were provided.
In the later part of the letter their desire to buy a travel trailer and pursue that kind of vacationing seems to be the impetus of the request to have my company buy their timeshare back from them. There were no such offers made and no such conditions listed in the agreement when they were purchasing the program. In fact, they said our staff did NOT give them time to read the "countless" documents they signed and that they signed, over and over, without ever reading a single paragraph of the contract. I find that hard to believe to take at face value. For someone to have such great recall of the minute details in the 2 hour presentation but have no recall or interest in reading a legally binding contract for over $13,000 and loan terms that require a 10 year repayment term is not reasonable.
In fact, if the customer did not feel comfortable with the amount of time provided to review and sign the paperwork, then whether they were buying our product or a car or a travel trailer, then my suggestion to anyone is to get up and leave without buying anyone's product. Our company disclosed to the customer in a Buyers Acknowledgement form and in the Public Offering Statement that was initials and signed that they received such disclosures that day, that they had a rescission period to cancel the agreement with a period of days if they did not want to keep it and get a full refund. So, even if they didn't read all of the paperwork at the time of the presentation (not a good idea), but they could have easily reviewed all of it in the privacy and comfort of their home immediately after they arrived home and without any undue influence from a sales person, they could have read and decided if they felt comfortable with the purchase. If not, then they had a means to cancel and get a full refund of the purchase.
It seems like they have buyers remorse and changed their minds about what they wanted a few months after they purchased and the story that our company promised to buy back the timeshare was used to in an attempt to force our hand; however, there is nothing to support that claim and in fact, if that was a big reason for why they did purchase, then what effort did they make to ensure that claim was contained in the written agreement for them to fall back on months or years later? Nothing. In fact, they claim they didn't read any of the paperwork.
I offered to do an online demo for this couple and we sent them an email invitation in October to attend a training to learn more about how to book and use the program. It was never brought up that they even tried to use the RCI Points program, but rather they have a change of heart on how they plan to travel in the future. That's fine and we certainly are fine with people making changes in their travel lifestyle, but we made promises to our lender when they signed a Promissory Note to repay the loan they agreed to back in May 2017. If they are looking to do something different, then they are free to sell the program to anyone they want, pay off the loan and do a transfer to someone else so they no longer OWN the timeshare. But, we never promised to buy it back or act as their sales agent to sell it for them and we haven't done that for others in the 15 years I have been with the company.
The complaint repeatedly used the term "lies" over and over again; however, the only things in this complaint that is inconsistent with our agreement and RCI information provided are the claim that we offered to buyback the timeshare anytime and that they could use it at campgrounds. Neither of those claims were presented by our team or offered in our agreements with InnSeason or RCI.
Lastly, the plane vouchers do work and there are certain terms and conditions that need to be met, but we are happy to get someone to help the customer to use those plane vouchers if they want our help.
I'm willing to help this couple better use the RCI Points program and their InnSeason benefits so they can take some fabulous trips for years to come. Even if they choose to buy a travel trailer, like many of our other owners, then the RCI Points program can supplement their travel plans since trailers can go oversees or are not easily driven across country in a short period of time.
Sincerely,
***
Purchase Relations Manager
InnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***..
Thank you for assisting us in our distress with this company. In response to Mr., in fact we do have a wonderful memory of what took place at this meeting and insist that we were absolutely lied to and taken advantage of. If we were fully aware of the inconsistencies of the what we were told in our meeting and what was actually in the contract, we would have never agreed to sign. In fact, Mr. claims our letter was received at the end of October. We sent that letter out at the end of SEPTEMBER. It took a month to receive any correspondence to our complaint whatsoever. The only correspondence we ever received was an email stating Mr. would love to speak with us on our claims, but when we attempted to reach out, he was suddenly unavailable via email. We NEVER received the written response that Mr. stated via email would be provided the Friday following the email sent October 26th. Clearly, this shows lack of integrity as it took us exposing our concerns to the public to receive a response to our concerns. If there are inconsistencies between what was stated then and what is written in this response, how can we believe he has any true information about what took place in our meeting? Especially since, Mr. was not the sales agent involved. If Mr. took such great notes, we would like to be provided with such notes as we do not believe this is true. Unfortunately, we do not agree with the claim that *** explained the program well as he only gave partial truths. As stated, we were told owning timeshare was an asset. Asset is defined as “property owned by a person or company, regarded as having value and available to meet debts, commitments, or legacies”. This “property” has no true value as no one wants it. It is so easy to go on the internet and see the thousands of individuals trying to give their timeshares away because they are such a burden and a trap. We were made to believe this timeshare was a benefit for our children, not an obligation. This is incomplete information that should have been fully addressed by *** at the presentation. As stated in the letter, *** made it a point to tell us we could write off this timeshare on our taxes. If he is not a tax professional, this should’ve never been in our conversation. He never stated he was not a tax professional, but he also never made it clear that he was not. Half- information is a deceitful tactic that is essentially a lie, which is the reason we have emphasized repeatedly that we were lied to in the complaint we submitted. We were told at the purchase meeting fees were to be minimal. There was no mention of this only being a possibility. If minimal maintenance fees is only a possibility, then this should be made clear at the meeting. There should be no possibilities provided as absolutes. *** told us we would save more all around with owning a timeshare, than if we purchased vacations outright. Due to rising annual yearly fees, this timeshare obligation never ends. If we receive maintenance fees that increase annually, we can only imagine how great these fees will be once our timeshare is paid off. By then, we could have traveled to numerous places without the stress of this timeshare. *** guaranteed at the meeting that InnSeasons would have no issue buying our timeshare back. We couldn’t have come up with such information from thin air. We would not have known of such a possibility, if it was not stated to us. As confirmed by Mr. in his response, no such thing exists. If there is no such program, we were blatantly lied to, as we reiterated continuously through our initial complaint. Mr. may have never provided such assurances as a buyback of an ownership HIMSELF, but that does not mean we were not given this option as matter of fact from ***. Mr. has his facts mixed up as we received this “helpful” email he claims to have provided AFTER disputing our ownership as we sent our very first letter out September 20th. Regardless, we do not need help using this ridiculous timeshare. We only want out of the contract with no further obligations to the timeshare or debt that we took on under false pretenses. Again, if campground provisions were not consistent with what timeshare offers, we were lied to by *** as he told us we could go camping with our timeshare. It infuriates us that we are being called liars right now. If we were not lied to, we would not be going through this much energy to get out of this timeshare. We do not care about the possible locations available to vacation with our timeshare. We care about the fact that we were assured we could use our timeshare to go camping and we can’t. We have not changed our minds about anything. Our minds were manipulated to believe we were making an investment that has turned out to be a money sink hole. We do not want assistance to “better use RCI”. We stand firm in our request to cancel our contract with a refund of the money we have sent up until this point.
Regards
The customer states that *** lied about our company offering to buy back their timeshare at any time. Yet, it's not in the agreement, which does include in the Buyers Acknowledgements' a section that is initialed and signed by the customer that states they have the right to rescind the contract within a certain number of days (it varies on the state) to review their purchase and cancel for any reason within that time-frame and receive a full refund. This is in writing and signed and initialed by the customer and is not disputable. Nor did the customer choose to rescind the agreement within the allowable number of days.
If a representative of any product offers to provide a guaranteed "buy back" for a product to a customer, then the consumer should demand for that to be put in writing IF that was really offered and IF that is a material reason why I felt comfortable in purchasing the product. The customer bought a beneficial interest in the Master Trust that holds title to the real property at that resort. It is an asset and many millions of people use timeshare and RCI Points each year to take wonderful vacations all over the world and this customer has not even attempted to book or use the points, but demands we refund her money or buy back the program, while also signing for a Promissory Note for that purchase.
As far as the campground assertion, it would have been pretty evident by looking through the RCI resort directory or going on the website (not login needed to view resorts in RCI) to determine that there are no campgrounds in the directory. As I mentioned, there are some alternative types of vacation options; however, with over 4,000 resorts in their system, campgrounds were not something RCI is trying to fulfill with its exchange options. We have many timeshare owners who do own travel trailers or RV's and still get great value and benefit from the RCI Points program, so wanting to do camping doesn't mean people still don't want to stay in a resort condo from time to time.
Both of the main issues of a buyback program or campground locations (or as the customer states are lies) were items that could have been confirmed after the initial purchase but before their right to cancel had expired by making a phone call or viewing the RCI website once they went home if they didn't want to review the directory. As such, once past the rescission period, the contract is legally binding for the duration and will not be canceled since I do not find anythng to support any misrepresentation of the product or RCI program.
Based on the statements in the rebuttal, the customers read some negative remarks or reviews of timeshare in general and are looking to back out of the agreement without even trying to use it or accepting our assistance in showing them how to book reservations online. It's a buyers remorse situation and not worthy to cancel a valid agreement that they had the opportunity to rescind but didn't.
Sincerely,
***
InnSeason Resorts
Revdex.com:
T, A LIAR AND A MANIPULATOR. His tactics will not work on us. The harassment we have received in recent months will come back tenfold. We are not just going after this company, we are going straight after M. ***. Our agreement was based on falsehoods and pressure and nothing of which is valid. We hope you sleep well Mr. because this will not be the last you have heard from us.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I would like to reject business's response for the following reasons:As stated in my previous responses, we have not argued anything in regards to our contract and what it entails. What we were told by ***, which we took to be honest, truthful information was nothing of the sort. Again, Mr. is not addressing the true concerns we have provided. We have not argued what was in the contract. We are not denying things should be put in writing, hence why we are on the Revdex.com right now arguing with this incompetent jerk, so everyone can see just how relentless this company is. We were absolutely told about a buy back program, and if there is nothing of the sort, Mr. should be making sure these salesmen have proper training and are aware of the effects of having salesmen lie to their customers. Timeshare is not an asset. It is a burden and a money whole and for him to say anything of the sort truly shows his delusion. If it were such an asset, maybe he can explain to me why there are so many people trying and failing to sell their timeshares, or even give them away. NO ONE WANTS THIS BURDEN, AND NO ONE WANTS THEIR CHILDREN TO HAVE IT EITHER. It is an absolute money pit, WORTHLESS. We are absolutely demanding cancelation with a refund because we have been taken advantage of and the mockery we are receiving from Mr. is truly impeccable. We did not come up with these lies we were told out of thin air. AGAIN, since Mr. has such terrible memoery, and clearly a lack of any compassion, we were spoken to of the opportunity to camp with our timeshare. We wouldn’t have purchased anything if we were not lied to about the opportunity to camp. It’s amazing that we have to keep reiterating ourselves over and over again, like it just is not sinking in. We made it clear during our purchase we wanted to camp with our timeshare, as it was an option provided to us, and *** told us this was absolutely possible, and to discover we were lied to is insulting. We were confirmed in the initial purchase by *** that both the buyback program and campground assurances were accurate and true. The pressure that was put on us to purchase absolutely effected our decision. Mr. continues to put words in our mouth and thoughts in our mind, that are not accurate. This behavior truly explains why *** ( and we are sure others) act the way they do. They are learning from the master of lies and relentless behavior. If Mr. believes this will be the last he hears form us, he is in for a rude awakening. WE DO NOT HAVE BUYER’ S REMORSE! THIS MAN IS AN I
Regards
To the Revdex.com: I think that the customer's "rejection" should be pulled for its hateful language and lack of substantive rebuttal to the actual agreement they entered and my earlier responses. When I read it to myself and others we wondered if they were making a threat to me and my persons. I have attempted to be professional, respectful and polite in my attempt to respond to this customer's complaint; however, the nastiness they have exhibited does not deserve any additional response from myself or my organization.
If the customer's response is left for public consumption, then I would expect that my name is removed since this was over the top. The customer states that they are not even engaging about what they signed or agreed to, but instead a bunch of claims that can't be verified and do not make sense, as explained in my earlier responses to the customer.
The Revdex.com forum is not a place to trade insults and I certainly don't think the vitriol that she is spitting out is worthy of staying on the Revdex.com website, so I ask that you revert this case back to the closed position in which you had previously notified me back on January 22, 2018.
I have been an owner with Innseason for 20 years and switched over to the points system a few years back. In July I was told about their new program the Innseason Conceirge program. They sales person explained that they are using this as a stand alone program which cost about $8,000 however if I added 30,000 points I would be enrolled in the program which came to about $6,000 plus an increase in annual fees. . She explained that they would offer discounts on cars and hotels but not airlines and for every dollar spent I would accmulate points. She also went on to explain that I could rent out my timeshare or other timeshares we own for a 10 percent fee. I had no problem with this.
A few weeks ago I went to rent out my timeshare only to find out that they charge a $200 annual fee. I sent an email to the sales rep on 9/14 and 9/18. I did not receive a response. I sent an email to Innseason with no response, I called the concierge service they could not answer my question and said to contact member services. Member service 9/22 saying they sent an email to the sales rep and her counter part on 9/19 and that he would have her counter part call me by the end of the day. I did not recieve a phone call. On 9/24 the sales rep emailed stating that the club has $199. annual fee but is not mandatory but I would not be able to use the club and if I had anymore questions I could contact her 10/3. I understand that she was cleaning up from the hurricane However I asked if she could have her boss call me to discuss this.
I figured I would give her until 10/3 to respond to me because of the issues with the hurricane, In the mean time We needed to purchase airline tickets. I figured we would use the website to purchase them in hopes that I could get the annual fee resolved. When purchasing the tickets we discovered that they add a service fee onto the tickets at the end and you cannot find out a reason for the fees. The person at the concierge service say it is taxes however the taxes should have been included in the qouted price like everyother travel website. So this answer was wrong.
So I decided to post my displeasure over the annual fee and the extra service charges to face book. I recieved a call from Erin today stating she did not have an answer on the service fees for the airline tickets and was looking into and that the sales rep resolved the annual fee. I said she did not resolve the annual fee and I want to know where in my contract it states it. She went on to explain that there is nothing in the contract about the concierge program and it is an "add on program" and I have to have to pay it to belong. I stated that I would not have increased my points if I knew I had to pay another fee. She said we can go around in circles and this conversation was going no where. erin then stated that I had complaints back in 2014 and 2015 and that they reimbursed me for late fees and interested charges and I was not going to get away with it this time in very rude manner.
I know everyother points program I belong has disclosed all its fees and it is not okay just to think it right because you do not give the customer any information on the program. I would never recommend this program or Innseasons to anyone.
As of October 10th I still have not received an answer on why I was charged a service fee on my airline tickets.
This customer purchased an additional amount of InnSeason Vacation Club points, but received the Concierge Club program for FREE, no cost, gratis, nada, nunca to provide some extra options for his vacation club program. The only thing is that he would need to pay a renewal fee if he felt that it was worthwhile and wanted to continue the Concierge Club, but he did NOT pay anything for the Concierge Club program and it's totally optional to continue and maintain.
It appears he is complaining about the Concierge Club, which is run by a third party and is not specifically anything related to his InnSeason Vacation Club program.
I have been an owner with Innseason for 20 years and switched over to the points system a few years back. In July I was told about their new program the Innseason Conceirge program. They sales person explained that they are using this as a stand alone program which cost about $8,000 however if I added 30,000 points I would be enrolled in the program which came to about $6,000 plus an increase in annual fees. . She explained that they would offer discounts on cars and hotels but not airlines and for every dollar spent I would accmulate points. She also went on to explain that I could rent out my timeshare or other timeshares we own for a 10 percent fee. I had no problem with this.
A few weeks ago I went to rent out my timeshare only to find out that they charge a $200 annual fee. I sent an email to the sales rep on 9/14 and 9/18. I did not receive a response. I sent an email to Innseason with no response, I called the concierge service they could not answer my question and said to contact member services. Member service 9/22 saying they sent an email to the sales rep and her counter part on 9/19 and that he would have her counter part call me by the end of the day. I did not recieve a phone call. On 9/24 the sales rep emailed stating that the club has $199. annual fee but is not mandatory but I would not be able to use the club and if I had anymore questions I could contact her 10/3. I understand that she was cleaning up from the hurricane However I asked if she could have her boss call me to discuss this.
I figured I would give her until 10/3 to respond to me because of the issues with the hurricane, In the mean time We needed to purchase airline tickets. I figured we would use the website to purchase them in hopes that I could get the annual fee resolved. When purchasing the tickets we discovered that they add a service fee onto the tickets at the end and you cannot find out a reason for the fees. The person at the concierge service say it is taxes however the taxes should have been included in the qouted price like everyother travel website. So this answer was wrong.
So I decided to post my displeasure over the annual fee and the extra service charges to face book. I recieved a call from Erin today stating she did not have an answer on the service fees for the airline tickets and was looking into and that the sales rep resolved the annual fee. I said she did not resolve the annual fee and I want to know where in my contract it states it. She went on to explain that there is nothing in the contract about the concierge program and it is an "add on program" and I have to have to pay it to belong. I stated that I would not have increased my points if I knew I had to pay another fee. She said we can go around in circles and this conversation was going no where. erin then stated that I had complaints back in 2014 and 2015 and that they reimbursed me for late fees and interested charges and I was not going to get away with it this time in very rude manner.
I know everyother points program I belong has disclosed all its fees and it is not okay just to think it right because you do not give the customer any information on the program. I would never recommend this program or Innseasons to anyone.
As of October 10th I still have not received an answer on why I was charged a service fee on my airline tickets.
This customer purchased an additional amount of InnSeason Vacation Club points, but received the Concierge Club program for FREE, no cost, gratis, nada, nunca to provide some extra options for his vacation club program. The only thing is that he would need to pay a renewal fee if he felt that it was worthwhile and wanted to continue the Concierge Club, but he did NOT pay anything for the Concierge Club program and it's totally optional to continue and maintain.
It appears he is complaining about the Concierge Club, which is run by a third party and is not specifically anything related to his InnSeason Vacation Club program.