Dear Revdex.com: we had requested through the booking partner Leisure Link a full refund of Mr***s costWe are still waiting on that reimbursement from Leisure LinkI called Mr [redacted] today and advised that the fastest way to get his funds back may be to dispute the credit card chargesHowever I will remain diligent in ensuring that he receives his full refundsincerely, [redacted] SrDirector of Owner Loyalty
Dear Revdex.com: First our sincere apologies for the delay in response I have reviewed the ownership of [redacted] and while we never want to hear of an owner not using their vacations, it does seem that Ms [redacted] may be frustrated by not getting the vacations that she desired In looking at her account, I do not see that we have had any contact with her in relation to the frustration that she shared with the Revdex.com and detailed in complaint It is our hope that via a customer service supervisor that we can assist Ms [redacted] understand how to use her timeshare and help her book her We will reach out to her via customer service; and report back to the Revdex.com if we can gain resolution Thank you, [redacted] SrDirector of Owner Loyalty
Dear Revdex.com: We are still in the process of trying to contact Ms [redacted] : We had re-scheduled her tour per her request to reschedule at which time she did not show per the terms and conditions of the tour - she received a $pre gift card and if the tour is not fulfilled the charge is incurredOur Marketing Call Center Manager is reaching out and we hope to have this resolved shortly and will respond back as we finalize resolution with Ms [redacted] Thank you, [redacted] SrDirector of Owner Loyalty Grand Pacific Resorts
Dear Revdex.comour apologies for the late reply - as it is always our goal to take immediate action to resolve any owner / guest complaintwe are reaching out to Ms [redacted] today in hopes to resolve her complaint and will respond by end of the day tomorrow 9/11/with the outcome and resolution.Sincerely, [redacted]
They had not attempted to contact me, I had to call several times a day for over a weekLeft many massages for a manager they kept transfering me to that STILL has yet to respondI finally was transfered to a male manager who did reschedule my appointment We however did miss the last one scheduled due to my grandmother passing, I was and still am unable to reach anyone at that locationNo one returns messages leftMy husband, son and I were really looking forward to the tour and seriously considering purchasing a time shareBut with this lack of professionalism and customer service, not only will we be seeking other Time Share locations but we will make sure to tell everyone not to go with this companyRevdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Dear Revdex.com: Grand Pacific Resorts main priority is to ensure that each of our guests has the best vacation experience and we did reach out to Ms [redacted] and offered two - 1bdrm units - that would sleep total We offered her them side by side and blocked them on the 3rd floor with great views I believe that this satisfied Ms***The error was a system error on the 2bdrm availability and we have done everything to accommodate Ms [redacted] for the week of the 31stWe stand ready to ensure she has the best vacation possibleSincerely [redacted] SrDirector of Owner Loyalty
Dear Revdex.com: Grand Pacific Resorts understands that Ms [redacted] was not satisfied with the attempts made thus far to resolve her complaintOur Sales Manager, Danny Chovau attempted to reach Ms [redacted] on 8/10, 8/11, calling all numbers we have on file, as well as I have called and we have been unable to reach Ms*** It is our desire the help Ms [redacted] book the vacation that she would like and desires I left my direct line and will follow up again with her by Friday if I do not hear back [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I did not accept the response relating to GPR attempting to call me or had tried several times to reach me I feel that is an untrue statement and is invalid Here is a copy of my phone log from [redacted] dating back to 4-11-to 5-9- Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As far as timing for the day response: I received a call from [redacted] at 7pm on September 12thI was not home so I called him back on Sunday and Monday but he didn't answer and there was no voice mailHe did answer when I called him Monday evening and repeated what the original Sales Manager told me.My contract states that I owe fees beginning in the first year of occupancy, which for me is He states they are doing me a favor by billing half of the fees now and half in He is willing to reverse any late fees that are levied since I can't seem to understand that I must pay more than my contract requires in He will call me tomorrowThis response was due in days so I am sending this nowI do not expect him to change anything tomorrow Regards, [redacted]
Grand Pacific Resorts received notarized documents the evening of the 19th, they were reviewed and the deedback was processed.Their refund check with a copy of the fully executed documents were sent out yesterday via 2-Day [redacted] so they should arrive tomorrow. We also sent the documents out to be recorded. Given that the ownership is out of the name of Ms. ***, and has been refunded we hope that this can resolve all concerns and consider this complaint closed. With many thanks,***
Dear Revdex.com: The sales manager for Grand Pacific Resorts has been in touch with Ms [redacted] both yesterday and today We have pulled documentation to support the billing process and are working with her.We do hope to have this complaint resolved by tomorrow a.m.Sincerely, [redacted] As of today: I spoke with Mrs [redacted] , I may have been able to resolve thisShe is talking with her husband tonight and call in me tomorrow AMFrom Yesterday: 9/14/15I spoke with her at length yesterdayShe gets it now I think but just doesn’t like it I have an appointment to call her at 2:today and reviewI now have copies of her docs and the pages that she signed that specifically show she will have half the dues in daysOnce we talk I hope I can straighten this out I will update once we talk -***
Dear Revdex.com: I have reached out to *** and left her a voice mail this morning letting her know that I would welcome the chance to speak with her just to gather a bit more information so I can determine where she is receiving information from. I have also forwarded her message to our
Director of Web, Head of Contact Center Marketing Division, and our title manager. I have asked them to audit any data that would have her name and contact information to delete. It is my hope that with these two steps we can resolve this for Ms***Thank you, *** *** ***SrDirector of Owner Loyalty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear Revdex.com:We have received the follow up message from Ms*** and will ensure management contacts her as well as we will send follow up resolution as soon as possibleIt is our desire to work with Ms*** and have an outcome that would be suitable for both partiesThank you, and we will be in contact shortly with follow up Sincerely *** *** ***Grand Pacific Resorts
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.I spoke with the salesman on Saturday and he said he would get back to me on Saturday with information and have someone else call me regarding one of the other issues I never heard back from anyone.One of the issues was his statement to me that there is one GPX property in Aruba and that once our account is set up, he can help me get the week booked I had told him during the sales presentation and in a subsequent phone call (prior to the expiration of the day cancellation period) that we could not book through RCI because of no availability and he assured me he could get me booked through GPX--Just call him after the account is set up I received an email from Grand Pacific Exchange in response to an inquiry on whether there were properties in Aruba and in the email, it stated that there was no inventory in Aruba So it appears he said what he did so that we would not cancel the contract during the day cancellation period The salesman was also going to have someone named Phil call me about the special $199/$299/$offer and no one has A phone rep previously told me she did not know what that was.
*** ***
Regards,
*** ***
Dear Revdex.com: we have received the complaint from Ms*** and I am working with our sales and marketing team on her requested refund we will respond back when this has been processed. Sincerely, *** *** ***
Dear Revdex.com: The Marketing department has in deed been in touch with the ***'s. They did deal with *** *** but since the dispute, it was passed along to a manager, RT Thorton. RT has left messages for the ***'s however those have gone unreturnedWe will be refunding the $
today and anticipate business days for the ***'s to see that refundWe do hope that will resolve this complaintSincerely, *** *** * ***SrDirector of Owner LoyaltyGrand Pacific Resorts
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me However: (1) it would have been nice if the business cared enough to spell our name correctly (*** instead of ***); and (2) the company did not/has not tried to charge back the $gift, but their response is inaccurate as they repeatedly advised us they would make this charge (and I clearly and unequivocally responded that any attempt to charge any amount would be met with a swift and decisive response from me as no such charge was authorized)So, although this complaint appears to be resolved, the company's carelessness and outright fabrications are things you and other consumers should know when evaluating this business
Regards,
*** ***
Dear Revdex.com: we had requested through the booking partner Leisure Link a full refund of Mr***s costWe are still waiting on that reimbursement from Leisure LinkI called Mr [redacted] today and advised that the fastest way to get his funds back may be to dispute the credit card chargesHowever I will remain diligent in ensuring that he receives his full refundsincerely, [redacted] SrDirector of Owner Loyalty
Dear Revdex.com: First our sincere apologies for the delay in response I have reviewed the ownership of [redacted] and while we never want to hear of an owner not using their vacations, it does seem that Ms [redacted] may be frustrated by not getting the vacations that she desired In looking at her account, I do not see that we have had any contact with her in relation to the frustration that she shared with the Revdex.com and detailed in complaint It is our hope that via a customer service supervisor that we can assist Ms [redacted] understand how to use her timeshare and help her book her We will reach out to her via customer service; and report back to the Revdex.com if we can gain resolution Thank you, [redacted] SrDirector of Owner Loyalty
Dear Revdex.com: We are still in the process of trying to contact Ms [redacted] : We had re-scheduled her tour per her request to reschedule at which time she did not show per the terms and conditions of the tour - she received a $pre gift card and if the tour is not fulfilled the charge is incurredOur Marketing Call Center Manager is reaching out and we hope to have this resolved shortly and will respond back as we finalize resolution with Ms [redacted] Thank you, [redacted] SrDirector of Owner Loyalty Grand Pacific Resorts
Dear Revdex.comour apologies for the late reply - as it is always our goal to take immediate action to resolve any owner / guest complaintwe are reaching out to Ms [redacted] today in hopes to resolve her complaint and will respond by end of the day tomorrow 9/11/with the outcome and resolution.Sincerely, [redacted]
They had not attempted to contact me, I had to call several times a day for over a weekLeft many massages for a manager they kept transfering me to that STILL has yet to respondI finally was transfered to a male manager who did reschedule my appointment We however did miss the last one scheduled due to my grandmother passing, I was and still am unable to reach anyone at that locationNo one returns messages leftMy husband, son and I were really looking forward to the tour and seriously considering purchasing a time shareBut with this lack of professionalism and customer service, not only will we be seeking other Time Share locations but we will make sure to tell everyone not to go with this companyRevdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]
Dear Revdex.com: Grand Pacific Resorts main priority is to ensure that each of our guests has the best vacation experience and we did reach out to Ms [redacted] and offered two - 1bdrm units - that would sleep total We offered her them side by side and blocked them on the 3rd floor with great views I believe that this satisfied Ms***The error was a system error on the 2bdrm availability and we have done everything to accommodate Ms [redacted] for the week of the 31stWe stand ready to ensure she has the best vacation possibleSincerely [redacted] SrDirector of Owner Loyalty
Dear Revdex.com: Grand Pacific Resorts understands that Ms [redacted] was not satisfied with the attempts made thus far to resolve her complaintOur Sales Manager, Danny Chovau attempted to reach Ms [redacted] on 8/10, 8/11, calling all numbers we have on file, as well as I have called and we have been unable to reach Ms*** It is our desire the help Ms [redacted] book the vacation that she would like and desires I left my direct line and will follow up again with her by Friday if I do not hear back [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I did not accept the response relating to GPR attempting to call me or had tried several times to reach me I feel that is an untrue statement and is invalid Here is a copy of my phone log from [redacted] dating back to 4-11-to 5-9- Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As far as timing for the day response: I received a call from [redacted] at 7pm on September 12thI was not home so I called him back on Sunday and Monday but he didn't answer and there was no voice mailHe did answer when I called him Monday evening and repeated what the original Sales Manager told me.My contract states that I owe fees beginning in the first year of occupancy, which for me is He states they are doing me a favor by billing half of the fees now and half in He is willing to reverse any late fees that are levied since I can't seem to understand that I must pay more than my contract requires in He will call me tomorrowThis response was due in days so I am sending this nowI do not expect him to change anything tomorrow Regards, [redacted]
Grand Pacific Resorts received notarized documents the evening of the 19th, they were reviewed and the deedback was processed.Their refund check with a copy of the fully executed documents were sent out yesterday via 2-Day [redacted] so they should arrive tomorrow. We also sent the documents out to be recorded. Given that the ownership is out of the name of Ms. ***, and has been refunded we hope that this can resolve all concerns and consider this complaint closed. With many thanks,***
Dear Revdex.com: The sales manager for Grand Pacific Resorts has been in touch with Ms [redacted] both yesterday and today We have pulled documentation to support the billing process and are working with her.We do hope to have this complaint resolved by tomorrow a.m.Sincerely, [redacted] As of today: I spoke with Mrs [redacted] , I may have been able to resolve thisShe is talking with her husband tonight and call in me tomorrow AMFrom Yesterday: 9/14/15I spoke with her at length yesterdayShe gets it now I think but just doesn’t like it I have an appointment to call her at 2:today and reviewI now have copies of her docs and the pages that she signed that specifically show she will have half the dues in daysOnce we talk I hope I can straighten this out I will update once we talk -***
Dear Revdex.com: I have reached out to *** and left her a voice mail this morning letting her know that I would welcome the chance to speak with her just to gather a bit more information so I can determine where she is receiving information from. I have also forwarded her message to our
Director of Web, Head of Contact Center Marketing Division, and our title manager. I have asked them to audit any data that would have her name and contact information to delete. It is my hope that with these two steps we can resolve this for Ms***Thank you, *** *** ***SrDirector of Owner Loyalty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Dear Revdex.com:We have received the follow up message from Ms*** and will ensure management contacts her as well as we will send follow up resolution as soon as possibleIt is our desire to work with Ms*** and have an outcome that would be suitable for both partiesThank you, and we will be in contact shortly with follow up Sincerely *** *** ***Grand Pacific Resorts
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.I spoke with the salesman on Saturday and he said he would get back to me on Saturday with information and have someone else call me regarding one of the other issues I never heard back from anyone.One of the issues was his statement to me that there is one GPX property in Aruba and that once our account is set up, he can help me get the week booked I had told him during the sales presentation and in a subsequent phone call (prior to the expiration of the day cancellation period) that we could not book through RCI because of no availability and he assured me he could get me booked through GPX--Just call him after the account is set up I received an email from Grand Pacific Exchange in response to an inquiry on whether there were properties in Aruba and in the email, it stated that there was no inventory in Aruba So it appears he said what he did so that we would not cancel the contract during the day cancellation period The salesman was also going to have someone named Phil call me about the special $199/$299/$offer and no one has A phone rep previously told me she did not know what that was.
*** ***
Regards,
*** ***
Dear Revdex.com: we have received the complaint from Ms*** and I am working with our sales and marketing team on her requested refund we will respond back when this has been processed. Sincerely, *** *** ***
Dear Revdex.com: The Marketing department has in deed been in touch with the ***'s. They did deal with *** *** but since the dispute, it was passed along to a manager, RT Thorton. RT has left messages for the ***'s however those have gone unreturnedWe will be refunding the $
today and anticipate business days for the ***'s to see that refundWe do hope that will resolve this complaintSincerely, *** *** * ***SrDirector of Owner LoyaltyGrand Pacific Resorts
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me However: (1) it would have been nice if the business cared enough to spell our name correctly (*** instead of ***); and (2) the company did not/has not tried to charge back the $gift, but their response is inaccurate as they repeatedly advised us they would make this charge (and I clearly and unequivocally responded that any attempt to charge any amount would be met with a swift and decisive response from me as no such charge was authorized)So, although this complaint appears to be resolved, the company's carelessness and outright fabrications are things you and other consumers should know when evaluating this business
Regards,
*** ***