Renovators Construction Co., Inc. (The)

Welk Resort San Diego Guest Complaint Dear Mrs***, I am in receipt of your Revdex.com complaint. Please allow me to address the concerns brought forth. We did receive your letter. I knew you had been in contact with our resort security team
and thought everything had been addressed. I apologize. I should have reached out to you directly I do show that our security team fully investigated the matter and that you have filed a claim with the Sherriff’s Department and your insurance company. I do want to address your point about us helping you until you filed a police report. Our security team would hand the investigation over to the Sherriff’s Department once they are involved. We continue to investigate the matter in regards to our resort personnel involved. I cannot divulge the resolution of that investigation because employees of the resort are involved. I want to assure you that we are aware of what happened during your stay and we are doing everything we can to determine exactly what happened and to make sure it is not repeated in the future Again, I apologize for not reaching out to you and contacting you earlier. If you have any questions please feel free to contact me directly. My e-mail address is listed below Sincerely, *** *** Director of Consumer Affairs Welk Resorts ***

Welk Resort Group Platinum Point Owner Number ***Dear Mr***, I have reviewed the information you provided in your complaintFor your stay in Cabo you added the second side of the lock off unit through our rentals division The total charge for the change for a week for the added
villa through our rental division was $1, Our rentals division will typically charge your 50% of the balance ($756.00) when you reserve the additional unit and the balance ($756.00) when you depart from the resort I apologize for any confusion this has caused Please review this information and feel free to reach out to me personally for any addition information or clarification if needed.Sincerely,
*** ***Director of Consumer AffairsWelk Resorts***

I have called *** *** a couple of time to get clarification from her in regards to what trip she is talking about. I would like to have someone assist her but I have been unable to get a return call. Best regards,*** ***Director of Consumer AffairsWelk ResortsTeam member
since 20123** *** ***
*** ***
*** *** ** ***f; ***e ***

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, I am not satisfied with this resolution because I believe that the company will side with their employees overy a customerThey trust that their sales people follow the rules but I believe that in our case our presentation was not by the bookWe were being presented to for nearly hours before any talks about actually getting the timeshare The company thinks every case is the sameIf the pitch was only minutes and we could have left after minutes we would've walked out of thereBut because we were told we had to stay for presentation in order not to be charged for nights that were suppose to be free with the promotion we had signed up for the previous year we stayed the whole time he talkedThese people get commission from the people they sign up and he made promises that were not trueHe definitely was dishonest and just trying to get a saleI think if the company really believes that they are honest and have integrity they will realize some of their employees go above and beyond to get things sold even lieAnd unfortunately we don't trust this company, and are very unhappy with the experience Along with feeling like they think we are liars we don't want anything to do with this companyIt's easy for large companies to trap and blame customers but they cant always be right and in this case we are standing up for ourselves and not taking the blame hereI think it's shameful what they do to people and how they trap them into these bogus contracts based on these dishonest sales pitchesWe don't accept their resolutionI would like to see this resolved but with a way out of the contract Not staying tied to a company that doesn't respect it's customersWe are open to hearing other optionsNone involving staying with the company
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Welk Resort Group Platinum Point Ownership Number ***Dear Mr& Mrs***, I am in receipt of your Revdex.com complaint filed on June 6, I have been in contact with you previously and felt I specifically addressed your demands for ownership cancellation
I show that you both became Welk Platinum Point owners on November 24, when you purchased 240,Platinum owner points to be used on an annual basis starting in I show that you have spoken to our Owner Services team on multiple occasions I do not show you have used your vacation ownership for travel I apologize if you felt pressured The sales presentation is minutes The purchase agreement negotiation, based upon the owner needs, pricing, discounts and incentives, takes additional time Every contract is negotiated personally and pricing, discounts and incentives can change daily You are only obligated to stay for the minute sales presentation to receive your initial free gifts You always have the right to leave at any time The choice to purchase your vacation ownership was both of yours. 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 Day use is restricted to a space available basis We will always direct you to one of our five recreation centers and each one has a pool available for use We do reserve spots for our owners when they want to us their day use option You do need to get to the resort early as some recreation areas reach capacity earlier than othersYou have received a Deed in Trust and you may pass the ownership on to your children, family or friends in perpetuity Once the mortgage is paid in full, all you or future generations owe, are annual association dues We understand there may be misunderstandings in terms and conditions given verbally; therefore we cover everything thoroughly in our documents and disclosures All of the documentation is provided to you prior to leaving on the date of sale Included in your documents were specific procedures on how to utilize your vacation ownership as well as cancel the same ownership If you wanted to cancel within your rescission timeframe you had the right to do so You are accorded seven days to review your contract and can cancel for any reason within that timeframe I have included a copy of the last page of your contract documents that clearly states your rescission period Your signatures below this information have been highlighted. Unfortunately, since you have passed your legal rescission period, we cannot cancel your contract I have also included a copy of your Buyer’s Acknowledgment of Representations that was signed and initialed by you for both your purchase This has been highlighted for your review The sections in regards to rental, investment value and buy-back are clearly covered There may be some confusion about the developers Right Of First Refusal (ROFR), which is exercised or waived after you have accepted an offer from a third party This means once you have a buyer, your escrow company will contact Welk and we have the option to match the offer or pay more You would be required to have the buyer first and open escrow for the process to begin Welk does not have a buy-back program Welk does not have a “take-back” program that would allow you to simply return your ownership to Welk The disclaimers that you reviewed with your purchase specifically cover that all the information has been personally reviewed by you, that you have received copies of all documents and that there are no other representations that are not covered in writing We review this information with you with the sole purpose of eliminating possible misunderstandings or confusionWelk Resort Group will not be refunding you any monies that have been paid toward your ownership obligation I do not have a contract cancellation option for your ownership commitment The first usage year of your ownership may seem difficult, especially when dealing with several different departments I am more than happy to have one of my senior Owner Services agents reach out to you both an assist you with the best usage of your vacation ownership Our Owner Services team is here to assist you and guide you through your ownership to make sure you are enjoying it to the full potential We will customize the ownership to your vacation needs, based on what you purchased You both made the choice to purchase this ownership with the intent of using 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 e-mail address listed below. Sincerely, *** ***Director of Consumer AffairsWelk 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
I am astonished by this response, specifically pertaining to his closing statement "Please feel free to reach out to me directly with any further questions you may have in regards to this matter."Frankly, I didn't realize he still worked with Welk Resort*** *** is one of the main people I was referring to in my initial complaint who has completely ignored my numerous emails and phone callsI am still waiting on email responses from 8/10/2015, 8/11/2015, 8/26/2015, 8/27/2015, 9/3/and phone response of which I left a message on 8/26/I would like to be redirected to some one else that could handle this matter as I do not trust dishonest peopleI refuse to be ignored and / or bulliedFrom my experience thus far, Welk Resort has no intention of actually assisting with the matter*** *** is the person that told me the hardship department may not approve my request since I had been current on my bills as that does not show hardshipThen, when speaking to the hardship department they informed me that if I wasn't current on my bills they would report it to the credit bureau every days all the while telling me the hardship process takes monthsThey are forcing me into having bad creditI either continue paying my monthly bills and be denied by the hardship department or I don't pay and have bad credit or go into foreclosure in the time it takes them to review my caseI was given a list by email of the things I needed to provide Welk Resort with in order to begin the hardship processI immediately provided all the requested informationAfter submitting the requested information I received no follow up email advising if it was ever received let alone additional information that was neededI had to follow up and make sure it was received on their end only to find out it was and that they needed numerous other things from me that were never requested in the beginningWith each lack of response or additional information requested that mysteriously wasn't requested to begin with is turning this month process into an even longer, unacceptable processIf this isn't corporate bullying I don't know what is! Attached is the initial requested information for the hardship department prior to them amending and ignoring my follow up emails / calls
Regards,
*** ***

Welk Resort Group Platinum Point Owner Number *** Dear Mr***, I am in receipt of both your letter and your Revdex.com complaint Please allow me to address your concerns. I show that you became an owner with Welk Resort Group on June 20, when you
purchased 240,Platinum owner points to be used on an every “odd” year basis The first usage year for your ownership was The sales presentation is minutes The purchase agreement negotiation, based upon the owner needs, pricing, discounts and incentives, takes additional time Every contract is negotiated personally and pricing, discounts and incentives can change daily You are only obligated to stay for the minute sales presentation to receive your initial free gifts You always have the right to leave at any time The choice to purchase your Welk vacation ownership was yours 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 I show you have spoken to our Owner Services team on multiple occasions Please allow me to clarify your exchange opportunities with Interval International Your ownership options include depositing a week with Interval International in exchange for a week anywhere in the world When depositing with Interval, you will also receive a second week of vacation (any size villa requested, based upon availability) as a “Resort Accommodation Certificate” (bonus week) When you deposit your ownership with Interval, they will extend the expiration of the deposited week for two additional years For each week that you deposit with Interval international you will receive one bonus week The bonus week from Interval International is good for one year If you deposit two 1BR one week equivalents (120,Platinum points) with Interval International, you will receive two bonus weeks from Interval International Interval International has thousands of resort choices worldwide and Welk demands a very high trade value The process is that you choose a resort destination, have several date choices and call Interval International They will check availability If nothing is available at that moment, they will start a “pending search” by collecting the exchange fee Their system searches hours a day, seven days a week As soon as a match is found, they will generate an instant confirmation More than 73% of our owners receive a confirmation within hours All exchange usage is on a space available basis When you call Interval to make an exchange request they are reviewing open inventory at that exact time When you place a pending request you are choosing the resort of your choice for your exchange vacation I am more than happy to have one of my senior Owner Services agents personally assist you with the usage of your ownership They know the ins and outs of the Interval system and are here seven days a week for the purpose of assisting our owners with the usage of their vacation ownership. The first initial usage year of an ownership may seem difficult, especially when dealing with several different departments 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 We will customize the ownership to fit your vacation needs, based on what you purchased The reason you purchased this vacation ownership was to use it for vacation travel Please allow us to help you use your time You have a number of fantastic usage options available to you with your Platinum point ownership that include using your time at any of our Welk Resort Platinum point program locations, using our Owner Rental program or exchanging your time with our exchange partner Interval International We are happy to assist you with the redemption of your gift vouchers We want you to use your gifts There are specific steps that need to be taken when redeeming your gift vouchers The redemption process, terms and conditions are outlined in the information given with the vouchers Our redemption partner successfully sends thousands and thousands of our guests on wonderful gifted excursions on an annual basis I am happy to have a member of my Gifting department provide you any assistance that is needed to make sure you can use your gifts. Please let me know how else I can be of assistance in this matter I can be reached directly at the e-mail address listed below. Sincerely,
*** ***Director of Consumer AffairsWelk Resorts***

Welk Resort Group Platinum Points Ownership Number ***Dear Mr*** and Mrs***, I am in receipt of your Revdex.com complaint filed on September 7, asking that your Welk Platinum point ownership obligation to Welk Resort Group be rescindedPlease allow me to address
the points brought forth in your complaint.I show that you were previously Welk Auditions members and converted to a Welk Platinum point vacation ownership on January 10, Your ownership consists of 120,Platinum owner points to be used on an every “even” year basis starting in I show no usage history for your Welk Platinum point ownershipI do show you used your Auditions membership to stay at Welk Resort San Diego, part of your agreement when using your Auditions points is that you agree to a presentation when you stay at a Welk Resort locationI am sorry if there were any misunderstandings during your sales presentationWelk is highly rated for owner/guest experiences and for the high trade value through the exchange companiesWe take great pride in assisting our owners planning memorial vacations. I apologize if you felt pressuredThe sales presentation is minutesThe purchase agreement negotiation, based upon the owner needs, pricing, discounts and incentives, takes additional timeEvery contract is negotiated personally and pricing, discounts and incentives can change dailyYou are only obligated to stay for the minute sales presentationYou both always have the right to leave at any timeThe decision to purchase your Welk vacation ownership was both of yours.The first initial usage year of an ownership may seem difficult, especially when dealing with several different departmentsPlease know that we are here to assist and guide you through your ownership to make sure you are enjoying it to its full potential. We will customize the ownership to fit your vacation needs, based on what you purchasedI do not show you have deposited your time for exchange usageWe are happy to assist you with the best practices for the effective use of your vacation ownership. I do not have a late cancellation option for your ownershipThat being said, I know that happy owners are our most valuable asset, and welcome your ideas on how we might overcome your concerns regarding your Welk Platinum Program vacation ownershipWe understand that you are given a large amount of information on the date of saleThat 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 ownershipIf you wanted to cancel within that timeframe you had the right to do so, for any reasonThe instructions are specific that it must be done within the defined timeframeAs 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 lawI have included the last page of your purchase contract for your review. 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 ownershipOne 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 ownersThe reason you purchased this ownership was to use it for vacation travelPlease allow us to help you use your time. Please feel free to reach out to me directly with any questions or concerns you have in regards to this matter.Sincerely,
*** ***Director of Consumer AffairsWelk Resorts***

Welk Resort Group Platinum Point Ownership ***Dear Mr& Mrs***, I am in receipt of your request in regards to your Welk owner cards The owner cards have been ordered and are processed through a third party company It can take anywhere from 30-days for the cards to be processed and sent to you I do not have another option to create a permanent card for you If you come to Welk to stay with us we will create a temporary card for you Please feel free to reach out to me directly in regards to any concerns you have. Sincerely,
*** ***lDirector of Consumer AffairsWelk Resorts***

January 4, 2017*** ** ***
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*** *** *** *** *** *** ***
Dear Ms***,I am in receipt of your Revdex.com complaint filed on December 14, I apologize for the late response I have been out
of the office I do not have a refund option for your Auditions contract The timeframe for usage is one year from the date of purchase If you would like to send me the paperwork you describe in your complaint, I will be happy to review it I will reach out to our Director of the Audition program and see what I can to get your time extended for usage Please feel free to reach out to me directly at any time at the email address listed belowSincerely,*** ***Director of Consumer AffairsWelk 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
[The problem that I have here is the fact that none of this was informed to usDuring the sale process everything was rushed and we were literally out the door within minutes after being there for almost hoursIf felt as if *** pressured us into buying the timeshare after he specifically stated we could use our credit card to pay for the down payment then pay it off with the rental weekInitially we had told *** that this was not affordable and he even said that we did not have to wait for the week to be sold that we would get the money regardlessThis wasn't the case; not only did we make the purchase under pretenses but I have a debt now that I can't get rid of cause it was $1,that was charged to my credit card for the down paymentI am done dealing with Welk and if no one wants to help me resolve this matter and get this contract rescinded, I will make sure and do everything in my power to expose Welk of their scamming waysIt has been a complete nightmare dealing with unprofessional individuals like WelkI am so sick and tired of getting the response of "it was in the contract" but no one took the time to explain the contract to us in the beginningIf it were we would not be here in this situation in the first place.]
Regards,
*** ***

Welk Platunim Point Ownership Number *** Dear Mrs***, I am in receipt of your Revdex.com complaint filed on May 5, 2015. Please allow me to address your concerns You are correct. Your ownership has been rescinded. I show your credit
card was refunded on May 1, 2015. It may take 5-business days for the refund to appear on your card. We are never going to hold you to an ownership you have properly rescinded. Unfortunately we had a few people out and the process for your refund took a little longer than normal. I apologize for the delay. The credit has been placed back on your credit card. Please be advised that you do need to cancel the card of you would like to do that. We are unable to do that on your behalf. If you have any further questions or concerns please feel free to reach out to me directly. Sincerely, Hutch Farrell Director of Consumer Affairs Welk Resorts ***

March 13, 2017Mr*** ** ***Mrs*** ***3** *** *** *** ** ***Welk Resort Group Platinum Point Ownership Number ***Dear Mr& Mrs***,I am in receipt of your rebuttal response to my response to your Revdex.com complaint I do show that Welk
tried to come to a resolution with you in regards to your ownership concerns Unfortunately, we were unable to come to terms and find a solution that worked for all parties involved I fully understand what your ideal outcome would be as far as a resolution for your ownership commitment to Welk Resort Group I do not have an option available to you that will allow you to simply walk away from or return your ownership to Welk.I am happy to assist you in any way with the usage of your ownership If you would like to discuss this matter further, please feel free to reach out to me directly at the email address listed belowSincerely, *** ***Director of Consumer AffairsWelk Resorts***.***@welkgroup.com

March 9, 2018*** *** ** *** *** *** *** *** *** *** ** ***Welk Resort Group Platinum Points Ownership Number ***Dear Mrs***,I am in receipt of your Revdex.com complaint filed on February 22, I have confirmed that you have reached out to our hardship
committee and that they have been in contact with you to get this matter resolved.Please feel free to reach out to me directly if you need any further assistance.Sincerely,Welk Resolution Center*** *** Director of Consumer AffairsWelk Resorts Hutch.***@welkgroup.com

Welk Resort Group Platinum Point Owner Number *** Dear Mr***, I am in receipt of your rebuttal to my response to your Revdex.com complaintI apologize for your frustrationI asked our Controller of the Vacation Owners Association to reach out to you personally and see if she could provide assistanceHer name is *** ***She left a message for you and is awaiting your return call We try to address all of our owner’s needsIn this case we have fallen short of your expectations and for that we apologizeAs stated previously, I am happy to help you with any request you may havePlease feel free to reach out to me directly at the e-mail address provided below Sincerely, Hutch FarrellDirector of Consumer AffairsWelk Resorts***

Welk Owner Number ***
Dear Mr& Mrs***,
I am in receipt of your Revdex.com complaint filed on May 4, 2015. Please allow me to address the points brought forth in your complaint
I show that you originally became Welk Platinum point owners on
December 10, when you purchased 120,Platinum owner points to be used on an every “even” year basis, starting in 2012. You chose to upgrade your ownership on November 3, when you upgraded to 180,Platinum owner points to be used on an every “odd” year basis starting in
I apologize 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 memorable vacations.
Please allow me to address your exchange concerns. Interval International has thousands of resort choices worldwide and Welk demands a very high trade value. The process is that you choose a resort destination, have several date choices and call Interval International. They will check availability. If nothing is available at that moment, they will start a “pending search” by collecting the exchange fee. Their system searches hours a day, seven days a week. As soon as a match is found, they will generate an instant confirmation. More than 73% of our owners receive a confirmation within hours.
You have the option of depositing a week with Interval International in exchange for a week anywhere in the world. Your ownership with Welk includes the annual membership fee with Interval. When depositing with Interval, you will also receive a second week of vacation (any size villa requested, based upon availability) as a “Resort Accommodation Certificate” (bonus week). When you deposit your week with Interval, they will extend the expiration of your deposited week for two additional years. You made a deposit on December 12, 2012. Your exchange was available for usage until December of 2014. Interval Internationals records show you never placed a pending request to use your deposited week and it expired
For every week that is deposited with Interval, you receive a Bonus Week that is good for travel for one year. You can also use their “Short Stay” Gold Membership option that allows up to three short stays for every Welk week deposited. The fees for exchange were covered specifically in your ownership documentsOur Owner Services team is more than happy to help you with the best practices for utilization of this valuable owner benefit.
We will work diligently to assist in the exchange process on your behalf at a resort of your choosing to fit your vacation needs. Welk does not control availability at another resort within the Interval International exchange program. Certain times of the year and locations within the exchange program will be in higher demand than others, resulting in less availability. You may need to place a request much further in advance, based on your desired travel location and dates. The best way to combat this is to start a pending search. If a choice match becomes available you will be notified immediately via email confirmation that your request has been fulfilled. Again, for any of this to happen, you have to begin by depositing your time and then submitting a pending search to Interval International
I have reviewed your ownership records. I show that I responded to you twice in writing in June of and to Mr*** directly via e-mail on August 7, 2014, November 20, and again on February 9, 2015. Each of these e-mails was met with a response that further details of your ownership challenges would follow via e-mail to me directly. Unfortunately, I never received any follow up e-mails
I show the last payment on your owner obligated mortgage commitment was paid in March of 2014. Your maintenance fee obligation for your and usage years are currently outstanding and due. These fees were specifically covered in your purchase agreement documents and your signed promissory note. Your mortgage commitment and owner obligated maintenance fee commitments both need to be kept current. They are not current at this point in time. Regrettably, if you are unwilling to bring your ownership obligations current, collection activity and default proceedings may begin.
I would be happy to have our Owner Services team assist you with any questions regarding your ownership. Please know that we are here for you to help guide you through your ownership and make sure you are enjoying it to its fullest potential. Your ownership obligations do need to be current to use your owner benefits. We will customize the ownership to fit your vacation needs, based on what you purchased. You purchased this vacation ownership with the intent on using it for vacation travel. Please allow us to help you use your time.
Please feel free to reach out to me directly with any further questions you may have regarding this matter
Sincerely,
*** ***
Director of Consumer Affairs
Welk Resorts
***

Mrs*** ** *** *** *** ** ***Welk Resort Group Audition Owner Number ***Dear Mrs***, I am in receipt of your Revdex.com complaint filed on February 12, Please allow me to address your concerns. I do show that you purchased a Welk
Auditions package on July 31, I have brought your concerns to the attention of my Audition team They have someone reaching out to you to directly rectify this matter If for any reason you find the resolution unacceptable please feel free to e-mail me directly at the e-mail address listed below Sincerely,
*** ***Director of Consumer AffairsWelk Resorts***

Welk Resort Group Platinum Point Owner Number ***Dear Mr***, I am in receipt of your Revdex.com rebuttal to my response to your complaint I am again responding to you directly because you are the owner of record on the Welk Platinum point ownership contract I have spoken to your wife *** in regards to her vacation planning We came up with some workable solutions as far as finding another tropical destination for a vacation I understand from speaking to our Interval International contacts that we have found an acceptable location for a vacation in Mexico The location was offered and accepted I apologize for all of the added work that needed to be done to get this accomplished I hope you have a fantastic vacation Please feel free to reach out to me directly if you have any further questions or concerns or are in need of any assistance. Sincerely,
*** ***Director of Consumer AffairsWelk Resorts***

Welk Resort Group Prospect Number: *** Dear Mr***, I am in receipt of your Revdex.com complaint filed on July 28, 2015. I apologize for the lack of communication in reference to you room reservation. I spoke to our Branson team last week when I
received your complaint. I have been told your card was charged. I have also been told that charge was credited. Please verify this information with your credit card company. If for any reason you do not show this charge as reversed please reach out to me immediately. My e-mail is listed below. Again, I apologize for the additional time and effort you needed to put in to get this situation handled Please feel free to reach out to me directly with any further questions or concerns regarding this matter Sincerely, *** *** Director of Consumer Affairs Welk 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
Mr***, Let us stand corrected! Your company "attempted" to remove the inaccuracy reported to the credit bureauHowever, your attempts were unsuccessful, and it took my husband and I months of due diligence working with the credit bureau ourselves to have this removed once and for all!!!!! Your attorney did contact us and was advised that YOU were provided all of the necessary information and documents and he has failed to resolve this issue! Furthermore, after this issue being passed around from one employee to another over the last few YEARS, you Mr*** gave us YOUR word that you would personally be the one to resolve this issue that has impacted our family significantly!!!!! You have failed to follow through!!!!! You went as far as assuring us that even the President of the Welk Resorts Mr*** insisted on our issue being resolved and to date it has not! We will seek legal counsel if you continue to delay this further! Both the ** ***s and the *** files have been contacted and well as a poor *** ***!Bottom line, the Welk Resort made this huge error and need to be held 100% accountable PERIOD!!!!! Mr& Mrs***