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
Neither a sales manager nor the SrDirector of Sales has had any communication with us--their response is incorrect I have only spoken to *** No one has called me about the $199/$299/$issue of booking through Grand Pacific Resort and not having to pay any exchange fee A phone representative told me she did not know what that was *** thought a booking had been made for us in Aruba and I had to inform him that it was not but in fact, only a search had been entered I could have done that on my own--they have not addressed any of my issues In any event, we were lied to--we were told that there were resorts through GPX in Aruba but I have received an email telling me that there are notand there are not Grand Pacific Resorts throughout the world He told me that there was a resort in Aruba through GPX (because RCI did not currently have any availability) that he could help us get into once our account had been opened (and of course once the day termination period expired) Again, we feel this transaction should be voided and we should get a full refund You can't make representations that are not true in order to make a sale Contrary to what they said, we are not happy with the service nowThey have had enough time to resolve this and they have not
Regards,
*** ***
Dear Revdex.com:
We are truly sorry that we were unable to secure the requested dates for the *** family. They
were fully refunded $on 4/and due to all issues we did not charge
back the $pregift they received when they purchased their marketing
package
When
we spoke with them, they were advised that we will not be charging back the
$due to their inconvenience
We hope the above action will close this complaintSincerely, *** *** ***SrDirector of Owner Loyalty Grand Pacific Resorts
They had not attempted to contact me, I had to call several times a day for over a week. Left many massages for a manager they kept transfering me to that STILL has yet to respond. I 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 location. No one returns messages left. My husband, son and I were really looking forward to the tour and seriously considering purchasing a time share. But 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 company. 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.
Regards,
[redacted]
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]Sr. Director of Owner Loyalty
Dear Revdex.com: We continue to be in contact with Ms. [redacted]. We have our sales manager and Sr. Director of sales keeping direct communication on this request and are confident that we are providing the best customer service possible. We are still working towards confirming the vacation Ms. [redacted] has requested. The below is direct from our sales manager: [redacted] has followed up and RCI has been working on getting the Caribbean reservation.She was happy with the service now and that [redacted] has been following up. They don’t have a confirmation yet but she has had good conversation with [redacted] and seems satisfied.I’m having him continue to call and check on her too. at this time, while we have not yet confirmed her desired vacation, I believe the follow up and communication she is receiving will result in that. [redacted]
[redacted]
Dear Revdex.com: Grand Pacific Resorts understands that Ms. [redacted] was not satisfied with the attempts made thus far to resolve her complaint. Our 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. [redacted]. 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]
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. [redacted], and has been refunded we hope that this can resolve all concerns and consider this complaint closed. With many thanks,[redacted]
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 $100.00 pre gift card and if the tour is not fulfilled the charge is...
incurred. Our 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]Sr. Director of Owner Loyalty Grand Pacific Resorts
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 8 total. We offered her them side by side and blocked them on the 3rd floor with great...
views. I believe that this satisfied Ms. [redacted]. The error was a system error on the 2bdrm availability and we have done everything to accommodate Ms. [redacted] for the week of the 31st. We stand ready to ensure she has the best vacation possible. Sincerely [redacted] Sr. Director of Owner Loyalty
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 this. She is talking with her husband tonight and
call in me tomorrow AM. From Yesterday: 9/14/15I spoke with her at length
yesterday. She gets it now I think but just doesn’t like it.
I have an appointment to call
her at 2:00 today and review. I now have copies of her docs and the pages that
she signed that specifically show she will have half the dues in 60 days. Once
we talk I hope I can straighten this out.
I will update once we talk.
-[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 4-11-16 to 5-9-16.
Regards,
[redacted]
Dear Revdex.com: We takes the concerns of Mr. [redacted] very seriously and are looking into all of his concerns and will contact him to see if we can assist working through the difficulties he seems to be encountering. We will certainly get back to the Revdex.com as soon as possible with our resolution...
either way. Sincerely [redacted]Sr. Director of Owner Loyalty
Dear Revdex.com: we had requested through the booking partner Leisure Link a full refund of Mr. [redacted]s cost. We are still waiting on that reimbursement from Leisure Link. I called Mr. [redacted] today and advised that the fastest way to get his funds back may be to dispute the credit card charges. However I...
will remain diligent in ensuring that he receives his full refund. sincerely, [redacted] Sr. Director of Owner Loyalty
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 booked a 2 bedroom. I did not want a 1 bedroom. I do not want a 1 bedroom but have no choice but to stay in one (or more) as I was given insufficient notice to cancel airplane plans without penalty and no 2 bedrooms are available anywhere.The point is that I booked a 2 bedroom unit and was not given one - I don't care about alternatives offered and necessarily dealt with under duress and with no other options. GPP did not provide me what it sold me and caused considerable stress. My complaint stands.
Regards,
[redacted] [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 7 day response: I received a call from [redacted] at 7pm on September 12th. I was not home so I called him back on Sunday and Monday but he didn't answer and there was no voice mail. He 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 2016. He states they are doing me a favor by billing half of the fees now and half in 2016. 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 2015. He will call me tomorrow. This response was due in 7 days so I am sending this now. I do not expect him to change anything tomorrow.
Regards,
[redacted]
Dear Revdex.comour apologies for the late reply - as it is always our goal to take immediate action to resolve any owner / guest complaint. we are reaching out to Ms. [redacted] today in hopes to resolve her complaint and will respond by end of the day tomorrow 9/11/2015 with the outcome and...
Dear Revdex.com: after review of the continued communication by Ms. [redacted] we will be escalating to our Mis Rep review. I will call Ms. [redacted] directly to inform her of this new development and outline the process. We take her claims and dissatisfaction seriously and hoped that a sales manager could work through her travel requests. I will update the Revdex.com with any communication we have with Ms. [redacted]. Sincerely, [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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Neither a sales manager nor the SrDirector of Sales has had any communication with us--their response is incorrect I have only spoken to *** No one has called me about the $199/$299/$issue of booking through Grand Pacific Resort and not having to pay any exchange fee A phone representative told me she did not know what that was *** thought a booking had been made for us in Aruba and I had to inform him that it was not but in fact, only a search had been entered I could have done that on my own--they have not addressed any of my issues In any event, we were lied to--we were told that there were resorts through GPX in Aruba but I have received an email telling me that there are notand there are not Grand Pacific Resorts throughout the world He told me that there was a resort in Aruba through GPX (because RCI did not currently have any availability) that he could help us get into once our account had been opened (and of course once the day termination period expired) Again, we feel this transaction should be voided and we should get a full refund You can't make representations that are not true in order to make a sale Contrary to what they said, we are not happy with the service nowThey have had enough time to resolve this and they have not
Regards,
*** ***
Dear Revdex.com:
We are truly sorry that we were unable to secure the requested dates for the *** family. They
were fully refunded $on 4/and due to all issues we did not charge
back the $pregift they received when they purchased their marketing
package
When
we spoke with them, they were advised that we will not be charging back the
$due to their inconvenience
We hope the above action will close this complaintSincerely, *** *** ***SrDirector of Owner Loyalty Grand Pacific Resorts
They had not attempted to contact me, I had to call several times a day for over a week. Left many massages for a manager they kept transfering me to that STILL has yet to respond. I 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 location. No one returns messages left. My husband, son and I were really looking forward to the tour and seriously considering purchasing a time share. But 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 company. 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.
Regards,
[redacted]
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]Sr. Director of Owner Loyalty
Dear Revdex.com: We continue to be in contact with Ms. [redacted]. We have our sales manager and Sr. Director of sales keeping direct communication on this request and are confident that we are providing the best customer service possible. We are still working towards confirming the vacation Ms. [redacted] has requested. The below is direct from our sales manager: [redacted] has followed up and RCI has been working on getting the Caribbean reservation.She was happy with the service now and that [redacted] has been following up. They don’t have a confirmation yet but she has had good conversation with [redacted] and seems satisfied.I’m having him continue to call and check on her too. at this time, while we have not yet confirmed her desired vacation, I believe the follow up and communication she is receiving will result in that. [redacted]
[redacted]
Dear Revdex.com: Grand Pacific Resorts understands that Ms. [redacted] was not satisfied with the attempts made thus far to resolve her complaint. Our 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. [redacted]. 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]
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. [redacted], and has been refunded we hope that this can resolve all concerns and consider this complaint closed. With many thanks,[redacted]
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 $100.00 pre gift card and if the tour is not fulfilled the charge is...
incurred. Our 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]Sr. Director of Owner Loyalty Grand Pacific Resorts
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 8 total. We offered her them side by side and blocked them on the 3rd floor with great...
views. I believe that this satisfied Ms. [redacted]. The error was a system error on the 2bdrm availability and we have done everything to accommodate Ms. [redacted] for the week of the 31st. We stand ready to ensure she has the best vacation possible. Sincerely [redacted] Sr. Director of Owner Loyalty
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 this. She is talking with her husband tonight and
call in me tomorrow AM. From Yesterday: 9/14/15I spoke with her at length
yesterday. She gets it now I think but just doesn’t like it.
I have an appointment to call
her at 2:00 today and review. I now have copies of her docs and the pages that
she signed that specifically show she will have half the dues in 60 days. Once
we talk I hope I can straighten this out.
I will update once we talk.
-[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 4-11-16 to 5-9-16.
Regards,
[redacted]
Dear Revdex.com: We takes the concerns of Mr. [redacted] very seriously and are looking into all of his concerns and will contact him to see if we can assist working through the difficulties he seems to be encountering. We will certainly get back to the Revdex.com as soon as possible with our resolution...
either way. Sincerely [redacted]Sr. Director of Owner Loyalty
Dear Revdex.com: we had requested through the booking partner Leisure Link a full refund of Mr. [redacted]s cost. We are still waiting on that reimbursement from Leisure Link. I called Mr. [redacted] today and advised that the fastest way to get his funds back may be to dispute the credit card charges. However I...
will remain diligent in ensuring that he receives his full refund. sincerely, [redacted] Sr. Director of Owner Loyalty
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 booked a 2 bedroom. I did not want a 1 bedroom. I do not want a 1 bedroom but have no choice but to stay in one (or more) as I was given insufficient notice to cancel airplane plans without penalty and no 2 bedrooms are available anywhere.The point is that I booked a 2 bedroom unit and was not given one - I don't care about alternatives offered and necessarily dealt with under duress and with no other options. GPP did not provide me what it sold me and caused considerable stress. My complaint stands.
Regards,
[redacted] [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 7 day response: I received a call from [redacted] at 7pm on September 12th. I was not home so I called him back on Sunday and Monday but he didn't answer and there was no voice mail. He 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 2016. He states they are doing me a favor by billing half of the fees now and half in 2016. 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 2015. He will call me tomorrow. This response was due in 7 days so I am sending this now. I do not expect him to change anything tomorrow.
Regards,
[redacted]
Dear Revdex.comour apologies for the late reply - as it is always our goal to take immediate action to resolve any owner / guest complaint. we are reaching out to Ms. [redacted] today in hopes to resolve her complaint and will respond by end of the day tomorrow 9/11/2015 with the outcome and...
resolution.Sincerely, [redacted]
Dear Revdex.com: after review of the continued communication by Ms. [redacted] we will be escalating to our Mis Rep review. I will call Ms. [redacted] directly to inform her of this new development and outline the process. We take her claims and dissatisfaction seriously and hoped that a sales manager could work through her travel requests. I will update the Revdex.com with any communication we have with Ms. [redacted]. Sincerely, [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]