Karl Williams, Inc.

Thank you for alerting us On October 25, 2016, *** *** & *** *** spoke to Mrs***, we apologized for their experience and offered her the gifts as well as nights stay at Sedona Pines Resort The gifts were mailed out on October 28, and the night stay will be open
until used *** *** is the contact for the two night stay and Mrs*** has the contact information, here is it as well: *** *** *** *** We hope that these are satisfactory as our phone conversation appeared all was solved

Their RCI Points Entry membership is from May 1, 2016-April 30, 2018. We 1st heard from them on 7/12/2016, we explained how to book & they called RCI. We did not hear from them again until 2/24/2017, I offered to get him booked, however, he refused to provide any locations or any
dates of where he wanted to go. He said he was unsure at that time. So, we discussed how best to use the program, going over the Ongoing Search tool and booking windows to get what he perhaps would want. Then we did not hear from him again until 8/16/2017, once again, we asked where he wanted to go, he would not give me any locations or dates again, but continued to say the program didn't work. I offered some areas and he said NO, I don't want to book and I don't want to use it. I reminded him of our prior conversations, I would work with RCI to get him booked. I offered for RCI to even call him to book, and he just kept saying No, it doesn't work. I thought when the call ended he would give it a try. We did not hear from him again until 9/28/2017. He spoke with Julie and he gave her some locations and dates this time, New Zeland and So Cal coastShe found over resorts he could book. She asked if he wanted her to book for him, he said no, it didn't work, & he didn't want to go now. I then spoke to him and went over the locations again, but he also told me it didn't work and he just wanted to RV now so he didn't want to go to the resorts we found. I explained we have offered to book him and that when he has provided locations and dates, we were able to find them for him, yet he has consistently declined to book the tripsThe program has worked, RCI has had the availability where he has wanted and when he has wanted to go, we have also offered assistance with the booking. The program has kept it's promise and delivered. He has been the one who has declined booking and actual use of the program. We cannot refund monies when the consumer chooses not to use the program

We have received your complaint and we will thoroughly research these claims If the consumer has any documentation that they would like to forward to our Customer Care Department we would greatly appreciate it Any documentation may be emailed to [email protected], thank you for
your patience while we review

Travel Select Rewards is a separate company and we werenot aware of any problems with its gifting practices and will have our MarketingDirector contact them, however we do apologize to *** and *** *** for any inconvenience and wish they would have contacted us. Please let them know
Sedona Pines L.L.C will be mailing a check in the amount of $100.00to the address on record this week and they should still pursue Travel SelectRewards for a refund. *** ** ***

After phoning ***, she agreed to come to meet with me in Sedona She, her husband and children came to Sedona Pines We toured the property and went over the RCI website We reviewed policies of some of the resorts which caused some initial confusion We discussed their
displeasure with at the original time of purchase At the end of our time, we had not fully come to a conclusion of resolve, however we are working towards that We provided complimentary family tickets to *** ** *** for their afternoon use prior to driving home I am available for future assistance in using their ownership to the fullest satisfaction We will continue to be of service and assistance for them as needed

Kristina R[redacted], Marketing Director and Cynthia V[redacted], Customer Service Specialist have phoned Mr. [redacted] today.  We were not able to speak to him, but left a message that we have verified his number is on our and the federal Do Not Call List.  As some of our vendors are out of the country we made sure that all of their records showed his number on their Internal Do Not Call List.  This should eliminate any future calls. We comply with all federal and state laws including the Do Not Call List Registry.  We are happy to discuss any further concerns directly with Mr. [redacted] should he desire to contact us at ###-###-####.  Thank you.

I rebut based on1. #2 was offered as free travel which I was called on the telephone, also I have an e-mail stating $198.00 is non refundable.2. The salesperson specifically told us we could resale back if we changed our minds and gave us her personal cellphone number.Please reopen our file.[redacted]

We have notified this Member that a $75.00 fee has been removed and the account is now in good standing.  In addition we have provided her with contact information to process a name change and are still waiting for that information.  As with any company Members are required to keep us updated with name, address and contact changes.   Please mark this as resolved. Kaye D[redacted]

Thank you for bringing this to our attention.  We will investigate on our end and we will update once this has been accomplished.  Thank you Cindy V[redacted], Customer Service Specialist.

I am surprised at this response as I have no record of such late payments in each of those years. I would be interested to see  the documentation as well as the signed contract stating I am not entitled to a bill for an every other year charge. I do know that I have provided my marriage certificate but it appears as though it was not processed. Technology may be the mishap, but I would happy to send it again. I am fully aware of their requirement to go through Blackwell. However, they continue to disregard their blatant lack of  customer service. At least they provided a written policy; however I would still like to know how the company believes it is ethical to send someone to collections without notification. It is apparent that the company is unwilling to maintain satisfactory ethical operating principals. Unfortunately for consumers once an owner, there is no ability to advocate for oneself outside of their "membership" otherwise the "member" is treated even more poorly than before. It is again surprising to me that when I attempted to speak with them, I was told they have "no access to any portion" of my account as it was forwarded to collections. But, in their own email, they cite information pertaining to account history. Which one is it? I feel like in order to get any information, I had to go through the Revdex.com because each time I tried, I was turned away.I continue to feel their practice is unethical and unjust for all members. I have been in contact with Blackwell and will keep them apprised of this situation. [redacted]

To whom it may concern,In this reply from the [redacted]’s they are continuing to repeat themselves on issue stating we have not responded or have not contacted them, please see two attached signed certified return receipts via US Mail. First one dated October 17, 2017 the last one dated November 16, 2017 that outlined our settlement options.  We have spent 6 months with the [redacted]’s who signed a legal binding contract on April 13, 2014 and have refused our options to stay out of default and on their contractual agreement. In a final attempt to move forward we will give a final offer of $4,960.00 that must be paid in full within 10 days or the reporting status will remain as a default.  Once the settlement has been received they will have no further financial obligation to Sedona Pines Resort / Sedona Pines Vacation Club and the account will be reported on their credit as “Settled for less than amount owed”Please note they are not have any trouble using the product and as far as we are concerned there will be no further negotiations of a settlement for this defaulted account they are legally responsible for.We as that you close this complaintThank you, Kaye D[redacted]

We will be gathering the documentation and will review as soon as possible, which may include reaching out to the member.  We will then update with our response.  Thank you.

We do not accept the response from this business. I'm sure the purchase of this timeshare will continue to be he said/she said but we would like for Highlands to our hardship that we are currently enduring. We have reached out multiple times to make you aware of the hardship we are currently facing and unfortunately $2,500 is not only unfeasible, but we feel it is an unethical amount to charge clients who want to cancel. At the end of the day, this is a vacation membership that costs you nothing to take back. We are asking that Highlands substantially lower or waive the settlement fee or offer a warranty deed in lieu of foreclosure as we cannot afford this whatsoever. We expect a timely response from you.

Upon review of this timeshare purchase dated February 22, 2014, we have found that consumer did not contact us with a request to cancel until March 21, 2014, which is well over Arizona Law which states that a timeshare interest may be cancelled for any reason within written delivery of a notice of...

cancellation by midnight of the seventh calendar day following the day on which the purchaser executed the purchase agreement.  Due to their request being well over the 7 day cancellation period, we were unable to cancel.  Further, their contract has been foreclosed on due to non payment of both agreed upon loan payments as well as maintenance fees.  We are unable to refund any monies due to these facts.

To whom it may concern, Ms. [redacted] statements are untrue.  Our first contact with Ms. [redacted] was in May of 2017. She sent us a cease and desist letter which prevented us from contacting her and helping with her money issues.  Ms. [redacted] defaulted on her contractual agreement June 27th, 2017.  In an effort to move forward and help Ms. [redacted] we offered her a final settlement of $2,500.00.  The account would show settled for less than amount owed.  Ms. [redacted] declined the offer.  She has now changed her story from having financial difficulties to the resort using “high pressure tactics”, this is untrue.  Ms. [redacted] states she canceled within the rescission period, this is also untrue.  If Ms. [redacted] would like to settle the account we will honor our offer of $2,500.00.  She can contact our Loan servicing department at ###-###-####.  Should she settle the account it will show settled for less than amount owed.  Thank you,

During the presentation tour, son (guest) had become difficult and security had to be called as he became abusive.  Due to this, Ms. [redacted] could no longer complete the tour and was not gifted due to circumst[redacted]s.  However, we will provide all gifts to her as she did attend and the issue...

was not of her doing.  They will be sent out to her today.  Thank you.

The Highland Resorts response is a "canned" response that they have used previously  -- see past posting by Highland Resort inthe Revdex.com file on them.  It is offensive that they use a boilerplate response to address my complaint.  Please let them know, it is NOT my job to provide them with anything, including my phone number.  As my complaint clearly indicates, I have been that route with them and have had no success.  It is their job to ensure that my DO NOT CALL number is not called.  Any reputable firm involved in telemarketing activities has access to the National  Do Not Call listing.  They are attempting to shift blame on to their unmanned contractor/vendor force.  Those contracted/vendor organizations  clearly identifying themselves as agents of Highland Resorts.  I have been extremely patient with Highland Resorts' continued harassment.  Some how, without my authorization or input,  they got their hands on my unlisted number.  I want them to get off dead six, do some research on their own, and initiate corrective action that will permanently end their calls to my number.   As a  result of Highland Resorts' continued violation of my privacy (please note I am by definition an "elderly person"), I am now forced to  filed a complaint with the Arizona Attorney General seeking their assist[redacted] to resolve this matter.  Thank you.

I can tell you that both Greg and myself have spoken to her. We offered to send her $100 in Darden gift cards (available at Olive Garden, Longhorn Steakhouse, Bahama Breeze, Seasons 52, Yard House and Red Lobster) to replace the Restaurant.com gift card that she felt was worthless.  She stated she did not want us to send those to her.  However, Greg really felt she should have those, so they were mailed certified mail on March 20, 2016. We did discuss the other gift that she did in fact register, but she did not make the “refundable” deposit.  She said that if she took the trip, she would have to pay something and at this time she was not able to travel due to her unemployment.  I did offer to replace this gift, but she stated she had no way to use it. I also offered her a few nights complimentary, at Sedona Pines for her to get away from home.  Greg also reminded her of this offer from us when he spoke to her as well.  She declined stating she was not in a position to get away.  We have noted her file and this offer will stand for the future as well.  She can contact Cindy to book when she is able to travel. She stated she could not afford the membership any longer as she did not have a job.  Greg was encouraging about her getting a job again and tried to see if that would be a solution.  She said it was not a solution and that she had issues preventing her from working. Both Greg and I explained it was a binding, legal contract and she was obligated to make payments. She agreed and said she was aware of that, but currently she could only afford necessities.  She said she felt foolish for purchasing when she did, and that she should have read the contract.  She felt she was lead to believe she could sell it back to us at any time. Greg explained if she no longer owed the balance (was paid off in full), that they would be able to offer her an unknown amount at that time.  Since she was not paid off we had no way to “buy it back”.  She did understand in the contract it is written that we have “first right of refusal”, she misunderstood how that would work.  Greg suggested perhaps she could sell her membership to a friend or family member.  Geneva said she did not know of anyone who could assist her with payments nor buy the membership from her.  She ended the call as she felt we were not offering her a solution that would work for her. Thank you so muchCindy

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

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find their initial response acceptable. The final resolution is still yet to be determined. I await their next response to my complaint. 
Regards,
[redacted]

As with any company we require and notify all Members that they are responsible to notify us of any changes in contact information.  They can do this by calling our servicing number ###-###-#### or by logging into [redacted].[redacted] they can change contact information or pay...

online as the [redacted] did on 12/20/2012 and paid 2013 Maintenance Fees.  The addresses provide to us in January of 2012 remained the same until 7/22/2015 if they had a change they could have gone on line as they have done in the past and make the correction.I have attached a copy or our billing and collection policy that is sent with every invoice this outlines billing requirements and clearly states “Should you not receive this notice, it does not relieve you”.  In addition attached is the Member Assurance Agreement signed by our Members it states that RCI is an exchange company and after the first year RCI is at their option to continue that Membership.   Page 2 of the agreement discusses Assessment billings. Please have them call [redacted] at ###-###-####, I will agree to split the late fees of $150.00 and they will need to work out the balance owed with [redacted].  [redacted] Vice President