Maria's Cafe

I do understand Mr. [redacted]'s frustration and we try to make all of our clients happy clients.  I'm not sure that he opened both attachments that I included in my original response, but the worksheet that he attached was the same as the one that I attached.  The file was opened after a verification call from my office on 4/18/2017.  That puts us on day 164 as of today but that is nether here nor there.  The reason that we cannot refund maintenance fees is because he retained usage of the weeks that corresponded with those maintenance fees.  This is the case with all of our clients which is why it is spelled out in several places in the paperwork and explained clearly when we sit down with our clients.  If we had usage of the weeks in question we would absolutely pay the maintenance fees, but we did not.  It is kind of like asking us to pay for a client's vacation.  I apologize, but we just can't do that. If you have any question, please feel free to contact me. Andy H[redacted]

We sent this email to Ms. [redacted] on 10/18 to let her know it was sent to the resort.  We have also sent her a copy of the recorded deed.  We are just waiting on the resort to complete the transfer:[redacted],I tracked the package and this is what it said. We sent Ms. [redacted] this...

email, below, on 10/18 showing her that it had been sent and we have emailed her a copy of the recorded deed.  We are just waiting for the resort to recognize the transfer. It was received by the resort on 10/19.   We apologize that it has  taken longer than usual to complete the transfer but it is going through.  I have attached a copy of the deed here also.: Tracking Number: [redacted]In-Transit Product & Tracking InformationSee Available Actions Postal Product: Features: PO to Addressee           Date & Time      Status of Item    LocationOctober 18, 2017, 9:16 am In Transit to Destination

We are now well past the "target close date" of July 30, 2017. I have lost my ability to use the unit as I want, that being to rent it out. Check in for the unit is in a week, and this transaction is still not closed. Please complete the transaction. This excessive delay in completing the deal has cost me $900 (rental fee for the week) already, not to mention countless phone calls to follow up and try to get them to fulfill their legal obligation to close the deal in a timely manner.Thank You,[redacted]

I talked to Mr. [redacted] directly today and we came to a resolution on this file. Andy H[redacted]Owner GroupWise Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.    For the record - while I do not doubt they tried to contact me I never received any communications from Groupwise until I reached out to them on October 12, 2017.
Regards,
[redacted]

We apologize for any delays.  The incentive checks were mailed out on Monday, November 13th.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We are in month 8 and this transaction is not closed.The transaction sat for months in the hands of Groupwise with no action being taken at all. As contract list item 8 states. "Time is of the essence".  Clearly it was not to this company. Had they acted as though it was indeed of the essence, we would no the having this conversation. I was not able to use the property as I wanted this year, and that cost me $950. That happened because the company did not act as though time was of the essence. The topic of MD being an attorney state is just another excuse, and I have been given so many by this company: Someone at the company quit, someone at the attorney office quit, it is sitting (for weeks) at the Groupwise managers office waiting for a check to be issued, this is a big company and we can't go that fast, etc..  This properties uses a closing company who can close a MD transaction in a month or so. It is not like 8 months to close is anywhere close to an industry standard closing time.Regards,[redacted]

On Mr. [redacted]'s contract for purchase states clearly, "This contract shall be closed on or about JULY 30, 2017 (the target date).  Both buyer and seller agree that time-share closings are informal, and this may close before or after the close date.  Delays can and often do occur through no...

fault of either party."   To make sure Mr. [redacted] didn't lose his 2017 usage, we booked a guest reservation in his name and we called him and let him know that it was booked in his name on 7/27/2107.  It is reserved, in his name, at the resort, for his 2017 week 35 checking in on September 1st. He did not miss out on 2017 usage.   We are waiting to get the deed back from the title company to complete the transfer.If you have any questions, please feel free to contact me.Andy H[redacted]OwnerGroupWise Inc.

Dear Mrs. [redacted], We did call Mr. [redacted] twice.  No answer one time and an answering machine the second time.  We do subscribe to the FDNC and we have now also removed his number from our database permanently so he will not be called again.  I did try to reach out, personally, to...

apologize and left a message which he has not returned.  I respect his privacy so we won't call again. RegardsAndy H[redacted]OwnerGroupWise Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

8/4/2017As I stated before,  We booked a guest reservation so Mr. [redacted] had his 2017 usage, which he could have used.  There is nothing in our contract which states we will facilitate him renting it out.  He did not purchase the property, nor did we transfer the property to him on the stipulation that he would be able to rent it out. The reason we have a "target date" is because some resorts or States move at a different pace than others.  MD is an attorney State which slows the process.   The deed is now being recorded by our attorney.  If you have any questions, please feel free to contact me.Andy H[redacted]OwnerGroupWise Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
How convenient that they say it was a mistake and that they abide by the Do Not Call registry where my number has been on file since the inception. they call all the time and spoof the numbers from which they are calling, also do not use caller ID as required by law
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The maintenance fees have been paid.  Titles have not been transferred.  Resorts have answered all questions raised by GroupWise.  GroupWise employees indicated that they are determining as to what area to put the time shares in.
Regards,
[redacted]

Revdex.com:   
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am very disappointed in GW's response to my complaint because my paperwork specifically states that I did NOT retain use of any week beyond April 2017! I only paid for future weeks after "Rhonda" explained that unpaid fees could delay the deed transfer process. Note: by paying I saved GW from incurring additional late charges and am only asking to be reimbursed. So, how do you explain that we are well past 90-180 days and I still have not obtained any relief. Email goes unanswered and phone calls are terminated without explanation- is this what is considered customer service? If Revdex.com cannot resolve my complaint maybe I should contact the Attorney General about this fraud.  
Regards,
[redacted]

Ms. [redacted], We have talked to Mr. [redacted].  His resort has been shut down because of hurricane damage.  We have not been able to contact anyone there to pay the fees.  We gave Mr. [redacted] a couple options to resolve the matter and he said he would get back to us this week.  I...

will update when we hear back from him.

Ms [redacted], I have spoken to Mrs. [redacted] a couple of times over the last week to give her a status update.  Her Maintenance fees have been paid and the deed has been in the Bahamas for recording since January 3rd, 2018.  The Bahamas are slow as they can only transfer 5 deeds...

per day by law.  We have made sure to always pay our client's fees even while we are in the transfer process.  The courthouse there says it takes 8-12 weeks to get the deed transferred.  We are hoping that it will be back to us to send to the resort for processing by the end of March.  On the last property that we transferred for Mrs. [redacted] at the same property, once the resort received the deed with the paperwork, they recognized the transfer in 7 days.  This property was much more difficult to get rid of than her previous property and, as I understand it,  the hurricane this past year caused  the Bahamian courthouse to get a little behind. We expect the file will be completed soon. Please feel free to contact me if you have any questions. Andy H[redacted].

We have made multi attempts to contact this client over the last several weeks and have not received a call back. The client paid with an ATM. We can not credit back an ATM without having the client come in to the facility. Since the client is not returning our calls, a refund check will be sent if...

the client hasn't filed a fee contest with his bank.ThanksDr [redacted]