Renovators Construction Co., Inc. (The)

Welk Resort Group Platinum Point Owner Number [redacted]Dear Ms. [redacted], I am in receipt of your Revdex.com rebuttal response and your letters sent to Welk Resort Group.  I am sorry if you found Ms. Rodarte’s questions to you offensive.  She would ask for your Attorney information if you are asking to speak to our Legal department.  In the absence of an Attorney you will be sent to me to address your concerns. I am happy to address the concerns in regards to your tour experience and decision to purchase here at Welk Resorts.  As stated in my previous response to you, the decision to purchase was yours.  Welk Resort Group does not have a cancellation option for your ownership once you have passed your rescission window.I do show you have placed your time in for exchange travel.  I am happy to have a senior Owner Services agent assist you with the usage of your ownership.  They can assist you with the best practices for the usage of your points to stay at a Welk Resort location or for exchange travel.  Please feel free to reach out to me directly with any further questions or concerns you may have in reference to your Welk Platinum Point ownership.Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Platinum Point Owner Number [redacted] Dear Mr. & Mrs. [redacted],  I am in receipt of your rebuttal to the Revdex.com in regards to my response to your complaint.  I would like assist you in any way possible.  I do not have the option of buying back your ownership.   I went back and reviewed your original complaint information.  Your complaint mentions that you are experiencing some financial challenges.  We do have a hardship committee that may be able to help you in light of your recent challenges.  I will need some more information in reference to issues you are currently facing.  Please e-mail me or reach out to me directly in writing at the address below.  With your permission, I will forward your information to our hardship committee and ask for them to reach out to you directly and determine if they can provide you with assistance.  They have a specific process they follow and will most likely ask you for further information.  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, 
 [redacted]Director of Consumer AffairsWelk Resorts[redacted]

[redacted]Dear Mr. [redacted],I am in receipt of your Revdex.com complaint filed on April 14, 2107. do show that you toured with Welk and that you have been in contact with our team in regards to booking your tour gift. I show email...

correspondence from you dated the same day this complaint was filed.We absolutely want you to be able to use the gifts you have earned. 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 our gifting team follow up with you personally if any additional assistance is needed.Please feel free to reach out to me directly with any questions or concerns you may have.Sin ly! ??[redacted]Director of Consumer AffairsWelk Resorts

Welk Resort Group Platinum Point Ownership [redacted]Dear Mr. & Mrs. [redacted], I am in receipt of your request in regards to your Welk owner cards.  I have been told they have been ordered and are being processed and sent to you.  They do go through a third party company so there is a little bit of a delay.  I reviewed your ownership information and I show the contract has been received and the information in regards to ownership updated for usage.  Please feel free to reach out to me if you have any further questions or concerns.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.
We are [redacted] and [redacted] and have been owners at Welk for over twenty years. We combined points on a single deed with [redacted] as equal owners and would appreciate being acknowledged as long term valued owners, not secondary "can't seem to locate your name" owners. The Welk reply identifying us as owners [redacted] does not make us feel valued. The true test will be how smooth our reservation goes next year.
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.
[This offer is unacceptable. Why are we being penalized for the deceptive acts and sales practices the Welk employees committed against us? At the absolute very least, we will agree to forfeit the money we have paid to date in an effort to finalize this horrible and unfortunate experience that seems to continue on with your company. Mr. [redacted] please confirm if you are able to take this into consideration. ]
Regards,
[redacted]

Welk Resort Group Platinum Point Owner Number [redacted] Dear Mr. [redacted],  I am in receipt of your rebuttal to my response to your Revdex.com complaint. I have included copies of your contract documents with this letter. You are given a copy of your purchase contract before you leave our office on the day you purchase. I have included a copy of the purchase contract for your review. The final page clearly states your right to rescind anytime, for any reason, within seven days of your decision to purchase.       Sincerely,  [redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Resort Group Prospect Number [redacted] Dear Mr. [redacted],  I am in receipt of your Revdex.com complaint filed on September 15, 2015. I have spoken to one or my direct contact at [redacted] in regards to your concerns. I have been advised that they have spoken...

to you personally and are trying to set up a guaranteed date of travel after January.  I apologize for the challenges you have encountered. We absolutely want you to use your gifts. There are specific steps that need to be taken when redeeming your gift vouchers. Our redemption partner successfully sends thousands and thousands of our guests on wonderful gifted excursions on an annual basis.  Please feel free to e-mail me directly if you have any further questions or concerns in regards to this matter.  Sincerely,  Hutch FarrellDirector of Consumer AffairsWelk Resorts[redacted]

Welk Resort Group Platinum Point Ownership Number [redacted]Dear Mrs. [redacted], I am in receipt of your Revdex.com complaint filed on February 4, 2016.  Please allow me to address the points brought forth in your complaint. I do not have a rescission option for your ownership....

 I apologize if you felt pressured.  The sales presentation is 90 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 90 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 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 purchased on April 1, 2012 and have used your ownership to stay at our Welk Resort location in Cabo San Lucas, Mexico.  I 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.  I have included a copy of the final page of your purchase contract for your review. I am sorry to hear about the challenges you are facing.  We do have a hardship committee that may be able to help you in light of your recent challenges.  I will need some more information in reference to issues you are currently facing.  Please e-mail me or reach out to me directly in writing at the address below.  With your permission, I will forward your information to our hardship committee and ask for them to reach out to you directly and determine if they can provide you with assistance.  They have a specific process they follow and will most likely ask you for further information.  In the interim, you need to make sure to keep your contractual obligations to Welk current in reference to your mortgage commitment and maintenance fee obligation.Please feel free to reach out to me directly with any further questions or concerns you may have regarding this matter. Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Resort Group Platinum Point Ownership Number [redacted] Dear Mr. [redacted],  Thank you for taking the time to talk to me today.  I am glad we could come to an acceptable solution for you.  please feel free to reach out to me at any time if you have any further questions or concerns. 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
My husband and I are very disappointed with the Welk Resort
response to our complaint. In it, the
Director of Consumer Affairs states he "thought everything had been
addressed." We can't imagine how he
possibly could have come to that conclusion.
Yes, there was an investigation carried out, both by Welk Security and
the SD Sheriff's Department. But that's
hardly the point Where was there any
effort made by Welk to reach out to us and help, in some way, offset the
grievous hurt that had been inflicted on us by THEIR employee? Recognize, our sense of trust was totally
violated by someone who willfully went through all our belongings searching for
something of value to steal. And, the
property stolen was not just an item of great monetary value, but the very
symbols of our wedding vows, made over forty-three years ago
It is of small comfort to be made aware that Welk is doing
their best to determine what happened and ensure that it won't happen
again. That should be a given. But it really doesn't do much to address our
loss. I'm sorry, but the apologies at
this point are somewhat hollow and don't appear to recognize the extent of our
hurt. We would have expected more from a
first class organization
Regards,
[redacted]

Welk Resort Group Platinum Point Ownership Number [redacted]Dear Mrs. [redacted], I am in receipt of your Revdex.com complaint filed on October 25, 2015.  I greatly appreciate you taking the time to talk to me about your concerns.  I know we have been playing a little bit of...

phone tag.  I was finally able to discuss your ownership challenges is specific detail with your husband on October 6th.  I am working to resolve your concerns directly with our Director of Sales.  I will be back in contact with you as soon as I have updated information.  It will most likely be later this week.  Please feel free to reach out to me directly with any concerns.  Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Platinum Point Owner Number [redacted] Dear Mr. & Mrs. [redacted],  I am in receipt of your Revdex.com complaint filed on March 29, 2016.  I spoke to Mr. [redacted] personally about his challenges with his Welk Platinum point ownership on that same day as well. I...

show that you both became owners with Welk on May 16, 2015.  You both purchased a 90,000 point Welk Platinum point ownership with a usage variance of every “odd” year.  The first usage year of your Welk vacation ownership was 2015.  You both chose to upgrade your ownership on August 31, 2015 to a 120,000 Platinum point ownership with usage every “odd” year starting in 2015.  I do not have a cancellation and refund option for 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.  I do not show you have ever tried to use your Platinum point ownership for vacation travel. I do show you have spoken to our Owner Services team about the usage options for your ownership.   Welk does not have a “take-back” program that would allow you to simply return your ownership to Welk.  We understand how there may be misunderstandings in terms and conditions given verbally; therefore, we cover everything thoroughly in our documents and disclosures.  The disclaimers that you reviewed with each 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 confusion.   I have included a copy of your signed and initialed Buyers Acknowledgment of Representations for your review.  The topics of resale, buy-back and investment are each covered in the highlighted sections.  The last page of your purchase contract has also been included for your review.  This page specifically details your right of rescission.  I do not have a rescission or 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.  Welk Resort Group will not be refunding you any monies that have been paid toward your ownership obligation.  Please know that 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.  The intent when you both purchased this vacation ownership was to use it for vacation travel.  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.   I am happy to address any further questions or concerns you may have in regards to this matter.  Please feel free to reach out to me personally at my e-mail listed below.   Sincerely, 
 [redacted]Director of Consumer AffairsWelk Resorts[redacted]

Mrs. [redacted]Welk Platinum Point Ownership Number: [redacted]Dear Mrs. [redacted],I am in receipt of your Revdex.com complaint filed on August 3, 2017. Please allow me to address the concerns you have put forth in your complaint.apologize for...

any negative interaction with our VOA team. That is certainly not how we want an owner of ours to feel after an interaction with one of our team members or associates. I spoke to the manager of that division in regards to your interaction with their team and about the late fees. She has agreed to credit you the $106.00 that was paid. The only information would need from you is how you would like that handled. Would you like us to send you a check or would you prefer to have us issue you a credit to your account that can be used to lower your next maintenance fee bill? Either option works. Please let me know what works best for you.Please feel free to reach out to me directly with any further questions or concerns regarding this matter. My personal e-mail is listed below.Sincerely,

Welk Resort Group refund request Dear [redacted], I am in receipt of your Revdex.com complaint in regards to your deposit that was paid for your tour.  I have researched your name, phone number and e-mail and I am unable to match anything in our system that ties your...

information to any tour information.  I am not saying I do not believe you.  Please e-mail me your tour ID information or the information of the guest that might have toured or the e-mail or phone number used to set up the tour.  One of these pieces of information will match your request so I can review what transpired with your deposit and get it rectified.  We certainly want to make sure your deposit is returned to you.  I apologize for any inconvenience this may have caused.  Please use my e-mail listed below to send your information to me directly.Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Resort Guest Complaint   Dear [redacted],   I am in receipt of your rebuttal to my response to your Revdex.com complaint.  I understand you wanting compensation for your clothing that you are stating has been damaged.  We typically want to personally see the items that you are stating were damaged.  I understand from your rebuttal that you were unable to meet with our resort team to get this matter addressed.    In reference to your other concerns, we have multiple trash receptacles located throughout the resort and within each community area.  They are detailed on the map provided to you when you check in.  There will be the occasional challenges that may occur and for that I apologize.    In way of recompense for the challenges incurred during your stay, I am going to send you an Interval International Dream Week for you and your family to use.  It will come with instructions for usage.  It will allow you the opportunity to stay for a week, at a resort location within their offered resorts, at the location and in the villa size of your choosing.  I apologize that your stay with us was less than perfect.  We hope to have you and your family back for a better stay sometime in the future.   Please feel free to reach out to me directly with any further questions or concerns regarding this matter.   Sincerely,    
[redacted] Director of Consumer Affairs Welk Resorts [redacted]

Mr. [redacted]Welk Resort Group Auditions membership Number [redacted]Dear Mr. [redacted], I appreciate you taking the time to talk to me a little more than a week ago.  Thank you for your assistance in getting this situation resolved.  I show that one of...

our Auditions confirmations agents reached out to you with confirmation for your trip to Cabo. If you have any questions or concerns in reference to your Auditions program or your scheduled trip please feel free to reach out to me directly at any time. Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Owner Number [redacted]
 
Dear Mr. & Mrs. [redacted],
 
I am in receipt of your rebuttal to my response to your Revdex.com complaint.  I want to address the points you have brought forth.
 
I would like to specifically address your questions about the exchange process.  Your 120,000 Platinum points convert to a one bedroom 1 week exchange equivalent with Interval International.  Interval International processes exchanges on a week to week equivalent basis.  If you place a week in for exchange in a one-bedroom villa, you will receive a week good for exchange in a one-bedroom villa.  You also receive an additional bonus week in the same size villa.
 
Interval International has been our exchange partner for over ten years.  The most common exchange commodity is a one-bedroom villa. The point value for a one-bedroom villa has been the same for the past ten years.  As you stated, you have never placed a pending request for exchange travel.  When you contact Interval International and inquire about immediate availability the search is limited to inventory on hand at the exact time of your request.  The purpose of placing a pending request is to be able to grab inventory as it is placed in for exchange.  If you have an active pending request when that inventory comes in for exchange that inventory is then matched to your pending request. 
 
Yes, our owners get 73% of their exchange requests confirmed within 48 hours.  That doesn’t mean that 27% of our owners don’t get their exchange requests fulfilled.  It means that 27% of our owners exchange requests take longer than 48 hours to be filled.  Again, not all requests are guaranteed to be filled.  All exchange requests are filled on a space available basis. 
 
Our Owner Services team is here seven days a week to provide you with assistance for all of your ownership needs.  They can be reached at 800-240-9342.
 
As stated in my previous letter, it is not Welk’s policy to cancel contracts that have passed beyond the rescission period required under California law.  I do 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.  We can continue to go back and forth on the issue but our stance will not change.  From where we stand: We will continue to assist you to the best of our abilities with use of your Welk ownership for vacation, exchange and rental as applicable, but we will not nullify your Welk ownership contract. 
 
 
Please feel free to reach out to me with any further questions or concerns in reference to this matter.
 
Sincerely,
 
 
[redacted]
Director of Consumer Affairs
Welk Resorts
[redacted]@welkgroup.com

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 was not aware and told about the circumstances with some of the prizes that were promised to me as they had stated they did. Also I can not claim any of my prizes now regardless because the time has expired. So therefore, I do not feel as if they were sincere about how uncomfortable they made me feel or even aware of how rude their staff came off as to me as a customer. I would not recommend or even consider this company to use in the future. 
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.
[redacted] and I have a conference call scheduled for 11/02/15 @ 1:00 PM to discuss my direct correspondence to Welk and I will bring up the Revdex.com complaint in the conference call in an effort to resolve this matter.
Regards,
[redacted]