Renovators Construction Co., Inc. (The)

Dear Mrs. [redacted],I am in receipt of your Revdex.com Complaint, I apologize for the challenges you encountered with booking. I reviewed your records and I do show that a credit was posted to our system on October 25, 2017. It usually takes 3-5 business days for the credit to post to your...

card. Please check and make sure your credit has been received. If, for any reason, you do not show the credit please reach out to me directly at the email address listed below.Again, apologize for the information you were given in regards to availability. I am reviewing this with our management team to make sure this is properly addressed.If you have any questions or need anything further, please feel free to reach out to me directly.

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.
Hello, this issue has still not been resolved (please see link to my account history below). Welk  Resorts has not contacted me  via phone, email, or mail since their response on your website.  Please advise.  Thank you![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.
In Welk's last response through the Revdex.com forum they requested that we get in touch with [redacted], Director of Consumer Affairs, directly through his email, in order for them to discuss an appropriate settlement.  We will reach out to Mr. [redacted] and await his response.  We will get back to you if we do not receive an acceptable response.Thank you very much for your help. 
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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]First of all, Welk has been playing games with me this whole time. I must have contacted them over half a dozen times and they gave me the run-a-round stating, according to their resort's "policy" there was no possible way that we could get a credit to book another night, none the less a refund. I find all the employees I have corresponded with unprofessional. Even the letter from [redacted], Director of Consumer Affairs, has the dates of the booking wrong in letter dated 1/25/2018.The letter states that they "have reached out to Hotels.com and released the funds paid to Welk". I just spoke to Hotels.com today and they too are giving me the run-a-round. They say they do not have record of the authorization to release funds and asked me to send a copy of this letter from Welk to their billing department. I have corresponded with Hotels.com probably the same number of times as I have with Welk. I find both companies inconsistent, unreliable and unprofessional. I absolutely expect a full refund for this booking but in no way find this complaint resolved.You may get a complaint from me about Hotels.com in the near future.Thank you, Revdex.com, for all that you have done so far.
Regards,
[redacted]

January 12, 2017[redacted]Welk Resort Group Auditions contract 1-[redacted]Dear [redacted], I am in receipt of your Revdex.com rebuttal to my response to your complaint.  I reached out to our Auditions team and they do show a reservation made using your Auditions membership to stay in Branson on the dates indicated.  Your nights are used at the time the reservation is made.  If the reservation is not cancelled the time will be shown as used.  That is the reason your time shows as used.  I have spoken to the manager of the Auditions program and he has agreed to issue you a one-time courtesy to use your Auditions nights during 2017.  You can reach out to me directly at the email address below and I will connect you with the parties needed to assist you in booking your nights.  I apologize for any inconvenience this may have caused.  Feel free to reach out to me directly with any further questions or concerns.   Sincerely, [redacted]Director of Consumer AffairsWelk Resorts
[redacted]

January 17, 2017Mr. A[redacted]Welk Resort Group Platinum Points Ownership Number [redacted]Dear Mr. [redacted]I am in receipt of your Revdex.com complaint filed on January 12, 2017. I am aware of your concerns and did reach out to you directly in...

January 11, 2016 to address your concerns. Please allow me to address them now.I do show that you are an owner with Welk and that you have been since 2012. apologize for any frustration you have encountered in regards to the changes we have made in regards to usage of Our fitness center located at Welk Resort San Diego.I have included copies of some of your contract documents from your purchase with Welk on October 5, 2012. I understand that you are unhappy with the changes in regards to the fee now being charge at the Fitness Center for single day use of the fitness center by owners not staying at the resort. This decision was made by the Board of Directors and the Management Company. You still have all of your Platinum Points Owner Day Use usage rights available to you across the resort. The only change has been the fee for the Fitness Center, all other Day Use amenities are still available to you. This change was effective as of March 1, 2016.I have included a copy of your Platinum Benefits Card Condition page signed by both yourself and your wife when you became owners with Welk. This document allows that the terms of Day Use may be changed or modified at any time.Again, I apologize for any frustration this change may have caused. Please feel free to reach out to me directly for any further assistance in regards to this matter.

Welk Resort Group Auditions Member Number [redacted]Dear Mr. [redacted], I am in receipt of your Revdex.com complaint rebuttal.  I have spoken to our Director of the Auditions program.  He has asked the manager of that department, Mr. [redacted], to reach out to you directly to address your concerns.  I know he has been trying to reach you personally.  We want to resolve your concerns with your Audition membership.  Please make sure you speak to Mr. [redacted] as soon as possible.  If you have any questions or concerns feel free to e-mail me directly at the e-mail address listed below. Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[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.While I appreciate the canned response provided by Welk after much delay it is important to clarify a few things.  Welk's sales pitch lasted more than 4 hours.  The salesman even apologized for it taking so long and said there is not normally such a delay but they had a lot of people that morning, etc.  The only possible resolution of this matter is for Welk to cancel the contract and fulfill the requests in my original letters dated 09/01/15 and 09/24/15.  Copies of these letters are attached to this response.Further information will be provided upon request.
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 as long as it is removed from my credit report history as of October 24, 2014 and I am not held responsible for any future payments either in accordance with the law of the court order signed by the Honorable [redacted].  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I apologize for the lack of response from our team. This matter should have been addressed in a much faster manner. I have spoken to our accounting team and verified that your [redacted] was refunded the $50.00 on October 24, 2016. Again, I apologize that this was not taken care of when you first...

reach out to get this addressed. If you have any further concerns, please reach out to me directly at the email address listed below.Sincerely, [redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Platinum Point Owner Number: [redacted]   Dear Mr. [redacted],   I am in receipt of your rebuttal response to my response to your Revdex.com complaint.  I felt I specifically addressed your rescission request in my previous letter.   I understand that the usage of your ownership can be challenging at times.  There is some planning that does need to be involved for you to be able to maximize your usage opportunities.  In your four years as a Welk Platinum point owner you have not been able to use your ownership.  I am happy to have a senior Owner Services agent reach out to you personally and provide assistance.  We want you to use your ownership.  The whole purpose of purchasing your vacation ownership was to use it for vacation travel.    I was not present at your sales presentation so I cannot assume what was said and what was taken away from the conversation.  We use the signed documentation as the documents of record because it effectively eliminates the issue of any verbal promises that may lead to a misunderstanding regarding your ownership.  Contracts are created, signed and explained to protect both parties in a transaction.  This information was reviewed with you during your purchase transactions.  We review this information with you for the sole purpose of eliminating possible misunderstandings or confusion.  The documentation I forwarded to you with my earlier letter dated February 6, 2015 was signed or initialed by you.   As for your request that we rescind your contract, contract rescission is not an option.  We do expect you to honor the terms of your contractual ownership agreement.  It is not Welk’s policy to cancel contracts that have passed the legally obligated rescission period.  Welk does not have a contract rescission option for your ownership commitment.  Welk does not have a “take-back” program that would allow you to simply return your ownership to Welk.    Welk Resort Group will not be refunding any monies to you or offering to rescind your ownership.  We can continue to go back and forth on the issue but our stance will not change.  As stated previously, we will continue to assist you to the best of our abilities with use of your Welk ownership for vacation, exchange and rental as appli[redacted], but we will not nullify your Welk ownership contract.    You have a contractual ownership commitment to Welk Resort Group that we expect you to honor.  Your mortgage commitment and owner obligated maintenance fee commitments both need to be kept current.  They are not current at this point in time.  If you are not able to keep your ownership obligations current, collection activity and default proceedings may begin.                  Please feel free to reach out to me with any further questions or concerns in reference to this matter.   Sincerely,     Hutch Farrell Director of Consumer Affairs Welk Resorts [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.
4 calls and 2 emails later and I still get just a lousy form letter style reply and again, only after I had to reach out to your business again to get ANY response back. Your reply also said 48 hours when I was told 24 by your first customer service rep. Your customer service is terrible and I will make every effort to divest myself from this ownership.
Regards,
[redacted]

Welk Platinum Point Owner Number 1081243 Authorized UserDear Mrs. [redacted], I received your rebuttal to my response to your Revdex.com complaint.  I have asked out marketing team to refund your $40.00.  I have reviewed the tour notes specifically in regards to the date of your tour.  They are not able to refund the $99.00 as you are requesting.  You would be required to attend a tour. The availability of villas online does not mean they would be available for our guests or owners that are touring.  The inventory you see online is typically owner inventory that has been placed into our rental program.  These are owners who have chosen to put their time into rental.  We would not be able to pull those villas and convert them into a villa to be used for an owner tour.  I apologize for any confusion or concern this might have caused you. I am more than happy to address any further questions or concerns you may have in regards to this matter.  Please feel free to reach out to me directly Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[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.
I see that Welk says that because I initialed and signed everything that I understood and accepted everything. There is a lot to grasp in the presentation and sales closing, and a lot to read over. Many of the things we find fault with are made apparent long after the rescission date. "Misunderstandings" are not "lies". "Lies" are what the salesmen told us about the timeshare and how to use it. "Misunderstandings" occur when some point is explained in detail but the hearer thinks he hears one thing and the facts point to a different thing. There was no misunderstanding what the salesmen told us: They told us we could go anywhere anytime. Period. They didn't produce a list of exceptions and exclusions. I didn't misunderstand when they told me we could refinance the timeshare with my bank. The salesmen told me that. Period.We stand by our complaints. The salesmen made statements and promises about the timeshare benefits and advantages and they were not delivered.
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.Please allow this to serve as our initial response First of all, we did purchase the initial points package as detailed in Dec. of 2011.  We were later called and asked to come in so they can explain that what they told us was not true that all location they provided to us would allow exchanges unless we had a higher point total.  Basically, the first time they either intentionally or unintentionally sold something under false pretense-their response of course omits this important details on why it was necessary to get some value out of this purchase. Second their response to not controlling availability and checking sooner is completely false-we starting checking and did not submit a request for pending because we starting looking for any week in the summer from June through August in any area of Italy without any luck.  Nowhere had availability to exchange.   He emails to me I did respond to –but his emails were exactly like this avoiding the facts that they sold initially under false pretense, they then  sold again under false pretense- and the proof of that is when we received calls from interval  international in 2014 to explain how they had changed and upgraded the exchange process with Welks owners – because of the resorts not releases availability – a process that was a known to be an issue and had been working to resolve for quite some time.  As I stated we made it perfectly clear that the exchange was the only reason we consider this at all, and even stated we were planning to use it in 2012 for an exchange in the summer.  IN 2011 – they knew that many places were not allow those that purchase 120K points – were not being able to exchange – but did not say anything, and planned on being able to require people to upgrade to get the value they promised and in 2012-they knew of the exchange process was restricted because availability was being artificially reduced. The process of 73% get a confirmation-even if that is true-which I doubt based on all of the complaints I have read on yelp, trip advisor, etc.  that also means that 27% do not get an exchange-but when they are selling this they say that every resort wants Walks property – so you are “just about guaranteed to get your first or second choice”- which even their own stats they claim to be true don’t back up what their sales people state.    The customer service line is impossible to get through on and he states again that Walks is highly rated-I would like to know it what rating process or where that is stated-I have not found that to be the case in my research-which I of course wish I would have done ahead of time – if I had I would not be in this position. It appears that I will be required to take  further actions-including to continue to organized similar “frustrated and deceived owners” to take group action. [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 am not happy with the response, because number issue I have is that when they sold us the tiem share, they promised that it was not going to be an issue to book vacations, plus they said we can call anytime and we will get whatever we wanted, no problems. There are so many issues, i've called to book our Hawaii trip, deposit the money, paid off the time share and still I was waiting, I need time enough to book the flights, flights as you know are expensive, and I could not wait til a month prior to our trip also asking time off from work, that it itself is alot of planning. I am not happy because I can not plan accordially to what fits in our family, I have kids that attend college, and the younger ones in sports. when I bought this time share, they gave false information and I would like to be compensated, also calling to book anything takes so much of my time, I could be on the phone for alomst an hour, I don't have time for that either.
Regards,
[redacted]

December 19, 2017Mr. [redacted] Mrs. [redacted]Welk Resort Group Platinum Points Ownership Number [redacted]Dear Mr. & Mrs. [redacted],I am in receipt of your Revdex.com complaint filed on December 4, 2017. Please allow me to address the...

points broughtforth in your complaint.show that you both became owners with Welk Resort Group on April 23, 2016 when you purchased 120,000 Platinum owner points to be used on an every "odd" year basis starting in 2017. I do not show that you have used your ownership for vacation travel. Your notes do include a note that states you would like to find a way out of your ownership.I am sorry if there were any misunderstandings during your sales presentation. Welk is highly rated for owner/guest experiences and for the high trade value through the exchange companies. We take great pride in assisting our owners planning memorial vacations.You can stay at any of our locations within the Platinum Points Program using your Platinum points. The size of the villa, days of the week and resort location would determine the length of your stay. There are no black-out periods for our owners. The further in advance you can plan, the better chance we have to satisfy your reservation requests. Your Platinum points can also be used for exchange travel with our exchange partner RCl.do not have a late cancellation option for your ownership. We understand that you are given a large amount of information on the date of sale. That is why we legally allow you seven days to read your contract after the date you signed, included in your documents were specific procedures on how to utilize your vacation ownership, as well as directions to cancel that same ownership. If you wanted to cancel within that timeframe you had the right to do so, for any reason. The instructions are specific that it must be done within the defined timeframe. As for your request to terminate your contract, it is not Welk's policy to cancel contracts that have passed beyond the rescission period required under California law.apologize for any challenges you have encountered with the usage of your vacation ownership. We would like to help you work through any ownership concerns or challenges and help you get all you want out of your ownership. I am more than happy to have a senior Owner Services agent personally assist you with the best practices for the usage of your Platinum point vacation ownership. Please know that we are here to assist and guide you through your ownership to make sure you are enjoying it to its full potential.One of the great benefits of a Welk vacation ownership is in having the opportunity to spend your vacation with your family in a fully furnished villa instead of a hotel room. We offer five exceptional Welk Resort locations with activities and amenities styled to fit the needs of our vacationing owners. Your Platinum point ownership allows you to choose to stay at any of our Welk Resort locations within the Platinum Point Program. You can choose to use your time to travel via exchange through our exchange partner Interval International as well. The reason you both purchased this ownership was to use it for vacation travel. Please allow us to help you use your time,Please let me know how else I can be of assistance in this matter. I can be reached directly at the email address listed below

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.
The only issue that the business has addressed is regarding my son being able to attend the presentation.  We told [redacted], the auditions representative, that we would only purchase the offer if she included the one week dream vacation for the price of $3,199. [redacted] stated that she would do it for us and stated she would give us her e-mail so if we had any issues receiving the one week dream vacation, we would be able to contact her. When I contacted [redacted] regarding this, she did not deny that this was the agreement, but stated that she would see what happened. After [redacted]'s initial response, we were never contacted in order to clear up the issue and still have not received what was agreed to. Furthermore, when we tried to make a reservation, there were multiple issues and it took customer service days before we were told that the reservation was not available. We no longer want to do business with a business we cannot trust, and we are expecting refund.
Regards,
[redacted]

Welk Resort Prospect Number [redacted]   Dear Mr. [redacted],   I am in receipt of your Revdex.com complaint filed in regards to your $40.00 deposit for your tour.  I spoke to our tour department and they were directed to issue a refund to your card.  The refund was...

processed on August 6th.  Please allow 3-5 business days for the credit to hit your card.  I apologize for the extra steps you needed to take to get this done.   Please reach out to me directly if you have any further questions or concerns.  My e-mail is listed below.  If for any reason the credit has not posted to you card please let me know immediately.   Sincerely,     [redacted] Director of Consumer Affairs Welk Resorts [redacted]