Renovators Construction Co., Inc. (The)

Welk Resort Group Platinum Point Ownership Number [redacted] Dear Mr. [redacted],  I am in receipt of your Revdex.com complaint filed on August 27, 2015 and asking that Welk Resort Group release you from your ownership commitment. Please allow me to address the points brought forth in...

your complaint.  First and foremost, I am glad everything worked out well in reference to your daughter.  I show that you both purchased 480,000 Platinum owner points to be used on an every “even’ year basis starting in 2016 on June 13, 2015. There is no usage history for your ownership. I do show you have spoken to our Owner Services team regarding frustration with usage of your exchange benefits. They have tried to provide assistance but have been met with resistance and demands to rescind your ownership.  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. We take our service levels and company ethics very seriously.  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 (120,000 Platinum points) with Interval International, you will receive two bonus weeks from Interval International good for travel for one year.  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 24 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 48 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 have reviewed your ownership notes and I do not show you have ever made a deposit with Interval International to be able to begin the exchange search process using the pending search option. You would need to deposit your points for exchange with Interval International to be able to begin this process. The exchange fee for usage of a deposited week with Interval International will range from $169.00 - $189.00. When you use an Interval International bonus week the fees will range from $249.00 to $449.00 based on the size of the villa. These are two separate fees for two separate events. The fees are associated with your deposited Interval International week and the fees for usage of your bonus week that you receive with each Interval International deposit. These fees are not combined. They are separate fees depending on which Interval exchange option you want to use. The fees will change based on the size of the villa you exchange into when using your exchange benefits.  Your Welk Platinum point ownership allows you the flexibility to stay in any of our villas on property at the San Diego Resort or any other Welk Resort location within the Platinum point program. The only question is how you want to customize your stay. Your points can be used in any configuration at all Welk Resort locations.  The villa types determine whether you have enough points to stay in a 1BR small, 1BR large, 2BR for a full week or less than a full week.  We understand how there may be misunderstandings in terms and conditions given verbally; therefore we cover everything thoroughly in our documents and disclosures. We know that you are given a large amount of information. That is why we legally allow you seven days to read your contract after the date you signed. If you wanted to cancel within that time you had the right to do so. Included in your documents were specific procedures on how to utilize your vacation ownership, as well as directions to cancel that same ownership. The instructions are specific that it must be done in writing within the defined timeframe. Unfortunately, since you have passed your legal rescission period, we cannot simply cancel your contract.  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 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.  The first year of 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.  We welcome your ideas on how we might overcome your concerns regarding your Welk Platinum Program vacation ownership. You both purchased this vacation ownership with the intent on using it for vacation travel.  Please allow us to help you use your time. If you need any assistance in booking a reservation or help with using your Interval International exchange benefits please reach out to our Owner Services team @ 1-800-240-9342. They are here to help you with any ownership need.  Please let me know how else I can be of assistance in this matter. Feel free to e-mail me directly at my e-mail address listed below. Sincerely, 
[redacted]Director of Consumer AffairsWelk Resorts[redacted]

Welk Resort Group Platinum Point Owner Number [redacted]Dear Mr. & Mrs. [redacted], I wanted to follow up on your Revdex.com rebuttal response.  I have verified with our Loans division that your hardship claim is being processed.  They have additionally confirmed that all of your information has been received.  My understanding is that they will keep you updated as they progress through each step in the process.  I know you have been in contact personally with one of our supervisors within our Loans division.  Please feel free to reach out to me directly if you have any further questions in regards to your hardship request. 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.
It does not say anything that Welk will do.  I would like the contract cancel and a refund of ALL monies paid.  I tried to cancel the contract within the given time but Welk came up showing me where the $27,000 was hidden.  It was all a SCAM
Regards,
[redacted]

Welk Resort Group Reference number [redacted] Mrs. [redacted],  I am in receipt of your Revdex.com complaint filed on March 13, 2016.  I apologize for any gifting challenges you are having.  I have reached out to our gifting department and I have asked them to...

contact you directly with the intent of getting your gifts extended for usage.  They will be contacting you personally and will assist with any challenges you may be having. 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.   If you have any questions or any further concerns, please feel free to reach out to me directly at the e-mail address listed below.  Sincerely,
 [redacted]Director of Consumer AffairsWelk Resorts[redacted]

November 7, 2017Mr. [redacted] Mrs. [redacted], CA [redacted]Welk Resort Group Platinum Points Ownership Number [redacted]Dear Mr. & Mrs. [redacted],I am in receipt of your Revdex.com complaint filed on November 2, 2017 that asks for your ownership...

obligation to Welk Resort Group be cancelled. Please allow me to address the concerns brought forth in your complaint.I show that you both originally became owners with Welk Resort Group in 1987. You have upgraded your ownership three times and currently own 540,000 Platinum owner points with annual usage. Your letter states you have been unable to utilize your ownership. I show that all of your points have been used in an annual basis with exception of 180,000 Platinum points from 2017 that expire at the end of 2017. You have travelled to a number of Our resorts available within our Platinum Points Program. I did receive a letter from you previously and personally responded to you on October 17, 2017.apologize for any challenges you have encountered with the usage of your vacation ownership. We are willing to help you work through those concerns and help you get all you want out of your ownership. We will customize the ownership to fit your vacation needs, based on what you purchased. 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 have been successfully using your ownership for that purpose for 40 years.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 assistand guide you through your ownership.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.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 have this ownership is to use it for vacation travel. I am happy to address any usage challenges you are having.Please feel free to reach out to me with any further questions or concerns in reference to this matter. I can be reached directly at the email address listed below.Sincerely,Hutch Farrel Director of Consumer Affairs Welk ReSOrts[redacted]lGDwelkgroup.com

Welk Resort Revdex.com complaint gifting   Dear Mrs. [redacted],   I am in receipt of your Revdex.com complaint filed on May 19, 2015.  Thank you for taking the time to speak to me. I apologize for the time you have had to spend working on this.  I will make sure it gets...

resolved.    I spoke to our gifting coordinator about your specific concerns.  He is reaching out to Live Nation to get you an updated voucher.  He has also agreed to have someone contact you personally and walk through the redemption process with you in person to make sure you receive your tickets.  You should be hearing from them shortly.  I will follow up with you personally in regards to the Live Nation voucher to insure it has been received.    Please feel free to reach out to me directly with any further questions or concerns.   Best regards,       [redacted] Director of Consumer Affairs Welk Resorts [redacted]@welkgroup.com

Welk Resort Group Platinum Point Owner Number [redacted] Dear Mr. & Mrs. [redacted],  I am in receipt of your Revdex.com complaint in regards to your pending hardship claim in regards to your Welk Platinum point ownership contract. Please allow me to address the points brought...

forth in your complaint.  I do show that Welk has an open hardship claim for you at this time. You have been asked to provide the necessary documentation for your claim to be reviewed by our hardship team to determine if it meets the criteria for hardship classification. Welk has a specific process that we follow in regards to hardship. Our hardship team will reach out to you and gather the needed documentation to present your case to the hardship committee. We do not have an option that allows you to circumvent that process.  You have an ownership obligation that needs to be kept current. I understand that your employment circumstances have changed. Welk does not have a take-back option for your ownership. Our expectation is that you honor your ownership commitment. Your ownership is currently under review for hardship consideration. The process does take time and is available for all of our owners. While I understand you would like to have an answer immediately our hardship claims are addressed in the order they come in. Please make sure our hardship team has all of the information thay have requested so they can process your request as quickly as possible.  Please feel free to reach out to me directly with any further questions you may have in regards to this matter.  Sincerely,
[redacted]Director of Consumer AffairsWelk Resorts[redacted]

Dear Mr. [redacted],I have had your Revdex.com complaint forwarded to me for response. You are stating that you were not told that the conditions of your Auditions contract tied you to travel at Our Welk Resorts locations within the Platinum Points Program. I have included copies of your...

Auditions Purchaser's Acknowledgment of Representations for your review. Sections 1 and 2 detail the specific areas mentioned in your complaint. We review this information with you and have you initial that it has been reviewed to prevent any confusion in regards to Auditions usage.I do show that you purchased a Welk Auditions Program on September 27, 2016. Your Audition program purchase allocates you points to use for 18 months at any of our Welk Resort locations offered by the Auditions program.I do not have a late cancellation option for your Auditions contract. 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 Auditions membership, as well as directions to cancel your Auditions contract. 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 the relevant portions of your purchase contract in regards to your right to rescind your purchase. They have been highlighted for your review,Please review the enclosed information and feel free to reach out to me directly with any questions or further concerns in reference to your Welk Auditions Program. We want to make sure you are able to use all of your Auditions points. I can be reached directly at the email address listed below.

Dear [redacted], I am in receipt of your Revdex.com complaint filed on October 23, 2016. I do show that you purchased a Welk Auditions Trial membership on March 22, 2015. I have reviewed your usage records and I do show that you used the three nights allocated to you for your Audition...

membership. Our Auditions team shows they extended your usage timeframe and that you stayed at our Welk Resort location in Branson, Missouri from March 31 - April 3 of 2016. I am happy to see we were able to extend your time for usage and find you a reservation in Branson. All reservations are made on a space available basis. I do not have a rescind and refund option for you when you have used the nights you purchased through the Audition program. I am happy to address any question you may have in regards to usage. Please feel free to reach out to me with any further concerns regarding this matter. Sincerely,
[redacted]
[redacted]
[redacted]
[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]

Welk Platinum Point Owner Number [redacted]
 
Dear Mr. [redacted],
 
I am in receipt of your Revdex.com complaint filed on May 14, 2015 and asking Welk Resort Group to cancel your Platinum point vacation ownership.
 
I show that you originally became a Welk Platinum point...

owner on June 16, 2014 when you purchased 240,000 Platinum owner points to be used on an every “odd” year basis starting in 2015.  You chose to upgrade your ownership on January 14, 2105 to 360,000 Platinum owner points to be used on an every “odd” year basis.  The first usage year for your upgraded ownership is 2015. 
 
We are unable to process your ownership cancellation request because your rescission timeframe has expired.  The timeframe is seven days from the date of purchase.  I have included a highlighted copy of the last page of your purchase contract for your review.  The legally mandated rescission timeframe is clearly defined.
 
We understand that you are given a large amount of information on your date of purchase.  That is why we legally allow you seven days to read and review your contract after the date of purchase.  The documents are 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.  Unfortunately, since you have passed your legal rescission period, we cannot simply cancel your contract.
 
We welcome your ideas on how we might overcome any of your concerns regarding your Welk Platinum Program vacation ownership.  Please allow us to help you use your time.  If you need any assistance in booking a reservation or help with using your Interval International exchange benefits please reach out to our Owner Services team @ 1-800-240-9342.  They are here to help you with any ownership need.
 
Please let me know how else I can be of assistance in this matter.
 
Sincerely,
 
 
[redacted]
Director of Consumer Affairs
Welk Resorts
[redacted]@welkgroup.com

Welk Ownership refund   Mr. [redacted],   I am in receipt of your Revdex.com complaint.  I appreciate all of your help over the past week and a half.  I was waiting to make sure you had received your refund prior to posting a response.  I am glad everything...

could get taken care of.  Thank you for letting me know that the funds have been credited to your credit 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.   Sincerely,     Hutch Farrell Director of Consumer Affairs Welk Resorts [redacted]

[redacted] Welk Resort Group Platinum Point Owner Number [redacted] Dear Mr. [redacted],  I am in receipt of your Revdex.com complaint filed on August 24, 2015. Please allow me to address the points brought forth in your...

complaint. I show you became a Welk Platinum point owner on May 25, 2014 when you purchased 120,000 Platinum owner points to be used on an annual basis starting in 2014. There is no usage history 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 have reviewed your owner notes for your time as a Welk owner. I spoke to you personally on August 25, 2014. We did discuss your request to cancel your ownership and I did let you know that I did not have a cancellation option for you. I would not have been able to speak to your sales experience because I was not present at your sales presentation.  I show you spoke to our Owner Services team about usage of our Owner Rental program in September of 2014. Just to clarify, our Owner Rental program allows you to put days/weeks into a rental pool to assist when you cannot travel or use. Our owners have used the program successfully to supplement their monthly and annual fees. Rental rates are based on unit size, season and weekend versus mid-week. The processing fees for Welk to advertise and rent your property are approximately 40%. The remaining roughly 60% is paid to you the owner. I am not sure where you came up with your numbers. I do not show you have never placed time into or attempted to use our Owner Rental program.  Welk does not have a buy-back program. 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 take-back option or deed-back option for your ownership that would simply allow you to turn your ownership back into Welk.  I have researched your concerns and I have determined that the items in your complaint were covered in the Purchase Proposal, the Purchase and Sale Agreement, and the Buyer’s Acknowledgement of Representations, which you read, initialed, and signed. I have included a highlighted copy for your review.  If you will refer to your initialed and signed “Buyer’s Acknowledgment of Representations” paragraphs 2 and 4 each state as follows: 2. The Vacation Ownership is being represented to the public as something to be used by you, your family and guests, and is not intended as something from which you may expect a profit or return in any way whatsoever. You understand that no representation of any investment potential of the Vacation Ownership has been made, including potential for rental income, for resale at a profit, or for any expected tax benefits. 4. Developer has no form of resale program, and no salesperson is authorized to make any representation to you that Developer, any affiliate of Developer, or any other entity will handle resale of your Vacation Ownership. We understand how there may be misunderstandings in terms and conditions given verbally; therefore we cover everything thoroughly in our documents and disclosures. We know that you are given a large amount of information. That is why we legally allow you seven days to read your contract after the date you signed. If you wanted to cancel within that time you had the right to do so. Included in your documents were specific procedures on how to utilize your vacation ownership, as well as directions to cancel that same ownership. The instructions are specific that it must be done in writing within the defined timeframe. Unfortunately, since you have passed your legal rescission period, we cannot simply cancel your contract. I have included a copy of the last page of your purchase contract for your review. This page clearly details your rescission window. 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 do not have a contract rescission option for your ownership commitment. As stated above, Welk does not have a “take-back” program that would allow you to simply return your ownership to Welk. We expect you to honor the terms of your contractual ownership agreement. We will continue to assist you to the best of our abilities with your ownership, use, exchange and rental as applicable, but we will not nullify our contract with you.  We welcome your ideas on how we might overcome your concerns regarding your Welk Platinum Program vacation ownership. Please allow us to help you use your time. If you need any assistance in booking a reservation or help with using your Interval International exchange benefits please reach out to our Owner Services team @ 1-800-240-9342. They are here to help you with any ownership need. Our records show you have never attempted to use your owner benefits to stay at a Welk Resort location or for exchange travel.  Please let me know how else I can be of assistance in this matter.  Sincerely,  [redacted]Director of Consumer AffairsWelk Resorts[redacted]

January 23, 2018[redacted]
Welk Resort Group Platinum Points Ownership Number [redacted]Dear Mr. & Mrs. [redacted],I am in receipt of your Revdex.com complaint filed on January 16, 2018. Please allow me to...

address the points brought forth in your complaint.I show that you both became owners with Welk Resort Group on October 16, 2017 when you purchased 240,000 Platinum owner points with annual usage starting in 2018. There is no usage history for your ownership.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 five 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 Missouri law. I have included a copy of the final pages of your purchase contract for your review.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.Your Platinum point ownership gives you access to each of our resorts within the Welk Platinum Points Program as well as more than 4,000 resorts through our exchange partner RCl. Our exchange partner will allow you to use your Platinum points for weeks or for single night stays, depending upon availability. You can now book your exchange vacations directly from our Owners Lounge. You will earn a bonus week with every exchange transaction made with our new exchange partner RC, regardless of the duration of the stay, including stays for less than a full week. RCI also has "Extra Vacations" and "Last Calls" vacation discounts for cash without using your Welk Platinum Points. All exchange vacations, as well as vacations to any of our Welk Resorts locations within the Platinum Points Program or our Experiences Collection, are made on a space available basis.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 RCI 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

Mr. [redacted], I am in receipt of your Revdex.com complaint rebuttal response. I have spoken to our Welk Auditions team and they have told me that a Dream Week was sent out to you. This is not something that is typically sent by Welk. These are sent by a third party vendor to your home address and there is a bit of a time delay. I apologize for the delay. I have been assured our Auditions team went ahead and overnight mailed you a Dream Week directly to your home address. I do not have a late cancellation option for your Auditions package. 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. There are occasional challenges that may arise when trying to make a reservation. I know that you spoke to one of our agents directly in regards to your usage concerns. I am happy to have that agent reach out to you personally to make sure you are able to use your Audition package as it fits for yourself and your family. We absolutely want you to be able to use your Auditions package for vacation travel.Please feel free to reach out to me directly with any further questions or concerns. Sincerely, [redacted]Director of Consumer AffairsWelk Resorts[redacted]

January 4, 2018Ms. [redacted]Welk Resort Group Auditions Contract Number AP-[redacted]Dear Ms. [redacted],I am in receipt of your Revdex.com complaint filed on December 20, 2017. I do show that you purchased a Welk Auditions Program...

on October 11, 2017. Your Auditions program purchase allocates you points to use for 18 months at any of our Welk Resort locations offered by the Welk Auditions program.I do not have a late cancellation option for your Auditions contract. 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 Auditions membership, as well as directions to cancel your Auditions contract. 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.do understand that you have reached out to our team in regards to economic hardship. We do have a hardship committee that may be able to help you in light of challenges you are facing. In reviewing your complaint, I show that you have been in contact with them already. I do not have the option of circumventing their process. They will ask you for additional information. The information will be kept confidential. In the interim, you need to make sure to keep your contractual obligations to Welk current.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.
 My wife and I have been Owners of Welk Resort for a long time and we don't complain much or ask for much. This is a second time we file a complaint against Welk after the previous incident involving book a room in California visit. This time is about billing. We thought all of these times we pay the maintenance fee in February every year. Our live is so busy that we can't keep track everything and corporation of course is able to keep track when their clients are supposed to pay. I just spent a bunch of money for my business and these crooked charged 180 bucks to the original price, which increased it to 2082 from 1900. I asked if they can make one time exception to wave it. They said no and well both the supervisor and the representative said it's our fault. Basically, both of them were pointing fingers. Seriously I don't know why my wife and I decided to go for Welk in the first place. We have to pay both loan and the maintenance fee. We barely use our time share and they still taking our money. My wife and I give them our loyalty and they offer no flexibility and still love to take our money. I can't wait to get rid of Welk..Wave and would like to discuss the option of getting rid of Welk.Regards,
[redacted]

Ms. [redacted] M. [redacted]
Welk Resort Group Platinum Points Ownership Number [redacted]Dear Ms. [redacted],I am in receipt of your Revdex.com complaint filed on September 25, 2017. Please allow me to address the concerns brought forth in your complaint. I...

apologize for the frustrations you have encountered.I have received your ownership records and show that you originally became an owner with Welk on September 11, 2016 when you purchased 120,000 Platinum owner points to be used on an every "odd" year basis starting in 2017. You chose to upgrade to 240,000 Platinum owner points with every "odd" year usage on November 18, 2016. The first usage year for your upgraded ownership was 2017. I show you used your ownership to stay at our Welk Resort san Diego location in June of 2017.The standard Interval International membership can be used for exchange travel and is included with your Welk ownership. Welk pays for the first year of "Gold" membership with Interval International. This upgraded membership includes discounts on vacation exchanges, vacation "Getaways", hotels, car rental, cruises and much more. You can absolutely use your exchange benefits without having the "gold" membership upgrade.Owner Bonus time is based upon availability. The prices you are quoting are correct. If you are calling in a time of high demand it is unlikely we will have availability. If we have no availability our team will refer you to our rental department. They have villas available to rent that our owners have used their time to reserve and then placed into the rental program. These are typically rented at the going resale rate on the open market.I am sorry to hear you have had frustrations with the usage of your ownership. When using your ownership, the further ahead you can plan the better in regards to villa availability. You have a 15month booking window when using your points within the same usage year to book a reservation at any of our resort locations within our Platinum Points Program. Your 240,000 Platinum points allow you to stay for a week at our Welk resort San Diego, Branson and Palm Springs locations. 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.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 going to have one of my Senior owner services agents reach out to you directly in regards to your points for 2017. 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 and friends 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 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 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]

Welk Resort San Diego Guest Complaint   Dear Mrs. [redacted],   I am in receipt of your Revdex.com rebuttal and understand your vantage point.  I could never put a value on something that is that is representative of something so personal.    All I can do is apologize for the incident and the way things may have been handled.  I cannot go into specifics in regards to restricted information on a forum that will result in public viewing.  That being said, I do empathize with your situation.  I have spoken to our General Manager about trying to put together some type of recompense that you would deem appropriate.    Please reach out to me directly at the e-mail address below.  I have included a copy of my business card that includes my direct phone line as well.  Please contact me to discuss further options.   Best regards,   Sincerely,     [redacted] Director of Consumer Affairs Welk Resorts [redacted]