Renovators Construction Co., Inc. (The)

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.
Replying to Mr. [redacted] who was not present with my sales presentation with my two sales representatives.  I believe I have been mislead and given false data, high pressure tactics, and an overpriced product.  I request that the Revdex.com look at this company to protect the consumer investigate the practices they use.  My letter to Mr. [redacted] below with response to his comments.
Mr. [redacted],
First I hope
that all my personal information you made available is not published publicly,
note the Revdex.com can post this information and would appreciate if you don’t publish
anything that is personal information. 
In reply to
your comments:I do show you
both became Welk Platinum point owners on June 14, 2013 when you purchased
180,000 Platinum owner points to be used on an annual basis starting in
2013.  You both chose to upgrade on February 15, 2015 when you upgraded to
240,000 platinum owner points to be used on an annual basis starting in
2015. 
[Reply – I upgraded
our membership on February 15, 2015 as I was invited to the owners mandatory annual
meeting.  This meeting is really a way to
sell you more points, as it was achieved in my case.  I let the sales person know we were having
issues and needed to possibly sell the time share.  The sales person recommended that for us to
save money we upgrade it so we can have one more week and sell the weeks back
to Welks so I could recoup some of our losses.]
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. 
[Reply –
Experience was great, opened a bottle of champagne to make me feel like
others.  I remember how many times I said
not and your sales person went back and forth many times behind the desk until
I finally said yes to get out of there.
I am sorry to
hear 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 and upgrade your vacation ownership was both of yours.
[Reply – I was
happy to go hear your sales pitch.  My
concern here and reason I am making this complaint is to make people aware as
to what they can expect, falsifying future locations to try and sell you a
dream that doesn’t exist.  The actions of
your sales people are misleading and false. 
I was told I would be a partial owner of the Mountain Villas, which
turned out to be false once I returned the following year. I was also told that
Welks was looking at acquiring more destinations along the coast of California,
purchasing them off closing Hyatt’s.  Welks
is rated in the top time shares and you will be able to visit more locations in
California are what I remember.  To date
I have asked at our yearly sales presentations about the locations and they
indicate they are coming.  I wish there
was a way to record the conversation and invite other individuals who
experience the same to open a complaint with the Revdex.com.]
All
reservations at any Welk resort locations and with Interval International for
exchange purposes are on a space available basis only.  We will do our
best to accommodate your vacation requests.  If there is no villa
available for your requested vacation time and location, there is nothing Welk
can do to make space available.   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.  Again, we have never
had a challenge regarding booking a vacation brought to our attention during
your time as an owner with Welk.
[Reply – I post
this to make people aware as to what to expect. 
Because Welks was not available the year before we traded some points
for Interval International.  We currently
have a request through Interval International and awaiting a location.  We provided the dates, they will let us know the
location yet to be determined.]
If you will refer to your initialed
and signed “Buyer’s Acknowledgment of Representations” paragraphs 1,9 & 10
state as follows:.
1. I understand that I have
purchased 240,000 EY Points to be used at Welk Resorts—The Lodges
at Timber Ridge; Lawrence Welk Resort Villas; Villas on the Greens; Mountain
Villas; Lawrence Welk Desert Oasis; Northstar Lodge by Welk Resorts and Welk
Resorts Cabo Villas.  There is no assurance the Developer will develop or
provide additional locations, projects or amenities.  
9. I understand that my Vacation
Ownership was acquired to be used and enjoyed by my family, my guests, and
myself for years to come, without regard for potential investment return,
rental income or tax benefits.  
[Reply – Why
would you need to put this in the contract, since I was told you were looking
at acquiring more resorts along the coast of California I can understand why,
leading customers and using the contract to protect yourself.  There seems to be a common thread, since I
was told this twice by the first sales person in 2013 and again in 2015.  Note that I received over 150 documents for
me to sign within the 90 minute presentation.
I quote your “without
regard for potential investment return” comment.  When
speaking to your sales person in 2015 after letting him know about selling he
said to call your reselling department if still didn’t work out.  I did, at this moment you are not buying back
any, I was referred instead to a local resource who indicated I would not get
more than $2500 for the time share. ]
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.
[Reply – Review
is not the case, after being there 4 to 5 hours the goal on your end was to get
the contract signed.]
I do not have a
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.  If
you wanted to cancel within that timeframe you had the right to do so. 
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 Resorts will not be refunding monies
to you that were paid toward your ownership obligations.
[Reply – I will
not currently close this case as would like the Revdex.com to take my complaint and make the
consumer aware of your high pressure and misleading sales tactics that make the
deal look more appealing. Do a search on this topic and you will share my
experience with Welks - [redacted].  As you can see from others feedback my
complaints are in line with this issue.  I would like Welks to come to a medium on this issue to close this complaint.]
Regards,
**  [redacted]

Welk Resort Group Platinum Point Ownership Number [redacted] Dear Mr. & Mrs. [redacted],  I am in receipt of your Revdex.com complaint.  I do not have a cancellation option for your ownership.  I apologize for the usage challenges you have encountered.  As an...

Elite level owner with Welk you do have extended booking windows and specified benefits that come with your Elite ownership status.  I have offered previously to have a senior Owner Services agent personally assist you with the usage of your ownership.  I am more than willing to make that happen for you.  You would have a direct line to our agent and her email as well to contact her in regards to usage at a Welk Platinum Point Program resort location, usage of our Welk Owner Rental Program or in using your exchange benefits.   As I have stated in our previous correspondence, the opportunity to book an exchange reservation is based upon villa availability when you place a request with Interval International.  Certain times of the year and locations within the exchange programs will be in higher demand than others, resulting in less availability.  If there is no villa available for your requested vacation time or location there is nothing Welk can do to make space available.   Our Owner Services Senior Agent will work diligently to assist in the exchange process on your behalf at a resort of your choosing to fit your vacationing needs.  Welk Resorts does not control availability at another resort within the Interval International exchange program.  The best option for successful usage of the Interval International exchange process is to use their pending search option.  Using Interval Internationals instant confirmation process will greatly limit your exchange travel options to the only available resorts at the time you place your request.  Their pending request option will expand your search options and allow time for your resort or area of choice to become available.  If you have a pending request at the time that inventory is placed for exchange it will be sent to you to be confirmed and accepted.  I am happy to have your assigned agent assist you in this process. Our Owner Rental program is not able to guarantee the rental of your time.  Your time is placed into rental on a per night basis.  You can always reach out to our Owner Rental team for a rental status update as the time gets closer giving you the option of pulling your time if it is not rented and moving it into Interval International for exchange usage.  We do not want you to lose your time.   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.  Owning a timeshare gives our Welk owners the ability to choose the vacation to fit their lifestyle and travel preferences with high-quality, spacious accommodations.  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.  As for your request to terminate your contract and a refund of the funds paid to Welk Resort Group, 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.  I do not have a contract cancellation or downgrade option for your ownership commitment.  We absolutely want you to be able to use your time and to vacation as it fits best for both of you.  You both purchased, and upgraded, this vacation ownership with the intent of using it for vacation travel.  Please allow us to assist you with the usage of your time.  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.  There are challenges that arise from time to time.  We will do everything within our power to make sure your vacation needs are met.   Please feel free to reach out to me directly with any further questions or concerns in regards to this matter.   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.
As previously mentioned and I hope to make myself clear, I do not wish to communicate with [redacted], besides his responses to Revdex.com he has yet to return any of my calls. Even his response to Revdex.com is gravely tardy as all of this has been addressed and now just waiting for their lengthy hardship process to review. I am extremely disappointed in the Welk Resort organization and this entire process.   
Regards,
[redacted]

September 1, 2016Ms. [redacted]Welk Resort Group Owner Number [redacted]Dear Ms. [redacted], I am in receipt of your Revdex.com complaint filed on August 23, 2016.  Please allow me to address your concerns. I do show you have a Welk Platinum Points...

ownership that was purchased on July 16, 2012.  Your ownership has been paid in full.  Welk Resort Group does reserve the Right of First Refusal on the sale of many of our ownerships.  This right gives Welk Resort Group the right to match or beat a price you have agreed to for the purchase of your Welk vacation ownership.  Welk does not have the right to change the terms of your purchase amount or “low ball” the offer for your ownership. We must either match or exceed the amount you were offered for your ownership and then the ownership can be reacquired by Welk Resort Group.  I do show you have spoken to our Inventory team in regards to selling your ownership.  I am happy to address any concerns you have.  Please feel free to email me personally at the email address listed below.   Sincerely, Hutch FarrellDirector of Consumer AffairsWelk Resorts[redacted]

Welk Resort Group Platinum Point Owner Number [redacted] Dear Mr. [redacted],  I am in receipt of your Revdex.com complaint filed on September 24, 2015. Please allow me to address the issues brought forth in your complaint.  I do show that you have had some challenges with day use...

in regards to day use cards for your family. You are correct. We do have a limit of two day use cards per family. I do show that an exception was made at point of sale in regards to an upgraded ownership but that ownership was rescinded by you. I do not have a way to release additional ownership cards to your family. I do have a possible solution. Please ask your wife to return her ownership card to my attention at the address listed at the bottom of this letter. Upon receipt of that card I will ask my Owner Services team to create two new owner cards. One card will have yours and your wife’s name on it. The other card will have the names of your two adult children on it. This will allow them to use the resort for day use and still allow you and your wife to do the same.  I think this will work for your family. Please feel free to reach out to me directly with any questions or concerns you may have in regards to this matter. We have made some wonder upgrades recently at Welk Resort San Diego and would love to have you and your family stop in and enjoy them.  Sincerely, 
[redacted]Director of Consumer AffairsWelk Resorts
[redacted]

Dear Ms. [redacted], I am in receipt of your Revdex.com complaint filed on September 23, 2106. I apologize for the extended game of phone tag. We have been trading messages for the past 10 days. I do need to talk to you. I need your input so I can fully investigate these claims. Please...

continue to reach out to me until we connect. If you would like to set up a specific time for us to connect I can try to make that work as well.I can be reached at the email address listed below as well as my phone number. Sincerely, [redacted]Director of Consumer AffairsWelk Resorts[redacted]

Dear Mr. [redacted],   I am in receipt of your Revdex.com complaint filed on June 9, 2015.   I have spoken to both of my gifting and marketing teams in reference to your concerns.    I have been told they are reaching out to you personally to resolve this...

matter.  I know both departments have met and have a resolution in place.  You can expect a call from them to make sure this is addressed and taken care of.   If you have any questions or concerns please feel free to reach out to me directly.   Best regards,     [redacted] Director of Consumer Affairs Welk Resorts [redacted]

Welk Resort Group Auditions Member Number [redacted]Dear Mr. [redacted], I am in receipt of your Revdex.com complaint filed on October 21, 2015.  I show you became as Welk Auditions member on September 4, 2015.  I do not show any usage for your membership.  I do show you...

contacted our Auditions department after your rescission window had passed on September 22, 2015.  I also show you reached out to them due to some financial concerns on October 15, 2015. I do not have a late cancellation option for your membership.  When you leave on the date of purchase we provide you with documentation that specifically notates your cancellation window. You have seven days to cancel your purchase for any reason at all. I am happy to have a member of my Auditions team assist you with the usage of your membership.  Please feel free to reach out to me directly with any further questions or concerns in regards to this matter.Sincerely,[redacted]Director of Consumer AffairsWelk Resorts[redacted]

January 23, 2017Mr. [redacted]Welk Resort Group Platinum Points Ownership Number [redacted]Dear Mr. [redacted],I am in receipt of your letter dated January 6, 2017 asking Welk Resort Group to cancel your Platinum point vacation ownership obligation and refund to...

you all monies paid toward your ownership contract. Please allow me to address your request to cancel your ownership.show that you originally became an owner with Welk Resort Group on August 15, 2015 when you purchased 90,000 Platinum owner points to be used on an every "even" year basis starting in 2016. There is no usage history for your ownership. I have reviewed your ownership notes and show you did try to book in our Cabo San Lucas location but there was no availability. You have not placed your time in for exchange usage. All reservation at our Welk Resort locations and with Interval International are made on a space available basis.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 decision to purchase was yours.I am sorry if there were any misunderstandings during your sales presentation. Welk is highly rated for owneriguest 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 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. have included a copy of your Buyer's Acknowledgment of Representations that was signed andinitialed by you during your purchase. The subject of rental income, refinance, buy-back, resale and investment are each specifically covered in this document. It has been highlighted for your review.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 assist you with the redemption of your gifts.The initial usage year of an ownership may seem difficult, especially when dealing with several different departments. 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.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. lam 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. We will customize the ownership to fit your vacation needs, based on what you purchased. 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 can be of assistance in this matter. I can be reached directly at the e-mail 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.
Letter of RebuttalRe. Complaint [redacted]This is regarding Complaint #[redacted]. Welk responded on November 16, 2016 to my initial complaint filed on October 23, 2016 that I have used the 3 nights at Branson Resort in Missouri from March 31- April 3, 2016. I would like to request their record of me ever checking into the resort.I have never taken the 3 nights at their Branson location in Missouri or have I ever been to Missouri. I had requested reservation at Branson with assigned Welk representative; however, the representative had never confirmed my reservation. I emailed her and called her several times but received no response from Welk whatsoever. Communication has always been my biggest complaint with Welk. There is simply little to no communication. Our contract has been assigned to multiple agents and it seems like there is a high turnover at Welk that agents keep leaving which might have caused the communication issue. Please note that I’m located in California, for me to plan a vacation in Branson, Missouri, I would need to have concrete confirmation that the reservation is reserved before booking airline tickets for a family of three.I have never been to Missouri or Branson for that matter. I therefore request record of any documentation showing that I had checked into Branson location during the specified time. Attached is my communication record with Welk representative. The last email exchange was on November 30. 2015; Welk representative never responded to my confirmation request via email or phone.Sincerely,[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 have provided in detail the actions of the sales associates and the staff members have been less than truthful and these sales tactics they use to make the sell are based on lies and misrepresentations and we should not be held to a different standard than your staff associates. Why should we be held in this contract if your resort is not. The lack of respect we have been shown s truly upsetting and the lack of compassion you have shown for your staff's actions is really becoming tiring. You offer no help, no resolution, no helpful solutions what so ever. We cannot and will not be affiliated with  such a business and again ask for you to review and research all available options, as we begin to look into all governmental agencies that can assist when companies like yours try to bully consumers like us. We cannot accept your offer as you have not made one. When a resolution is met that all can agree on and it not be so one sided< I believe we could agree, until then we will continue to reject any one sided offers thank you again.   
Regards,
[redacted]

Dear Mr. [redacted],I am in receipt of your Revdex.com complaint. I have reviewed your complaint and researched your ownership records. show our Owner Services team has been directed to reach out to you personally to assist you with making reservations using your Platinum points.I apologize...

for any challenges you have encountered with the usage of your vacation ownership. We certainly want to help you work through those concerns and help you get all you want out of your ownership. I am more than happy to have a senior Owner Services agent personally assist you with the best practices for the usage of your Platinum point vacation ownership. Please know that we are here to assist and guide you through your ownership to make sure you are enjoying it to its full potential.One of the great benefits of a Welk vacation ownership is in having the opportunity to spend your vacation with your family in a fully furnished villa instead of a hotel room. We offer five exceptional Welk Resort locations with activities and amenities styled to fit the needs of our vacationing owners. Your Platinum point ownership allows you to choose to stay at any of our Welk Resort locations within the Platinum Point Program. You can choose to use your time to travel via exchange through our exchange partner Interval International as well. The reason you 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 can be of assistance in this matter. I can be reached directly at the e-mail address listed below. Feel free to reach out to me at any time.

Welk Resort Group Platinum Point Owner Number [redacted]Dear Mrs. [redacted], I appreciate you taking the time to speak to me today.  I understand exactly what you are looking for in reference to resolving this issue.  I know you previously spoke to [redacted] with our Owner Services team and she address the current point usage for your ownership.  I would like to keep [redacted] in place as the point person to handle all of your future vacationing needs.  I am waiting on a response from my contracts team in regards to your request from today.  I will be back in touch with you as soon as I have an answer.  I appreciate your willingness to work with me to get this resolved.  If I am unable to reach you prior to you leaving on vacation I will reach you directly when you return. Please feel free to contact me at any time with any questions or concerns you may have. 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.
The email sent by Welks did not require a response. They submitted a statement saying they are working to find me a vacation for the dates that I would like to travel. It goes on to say if I have any questions to contact them, but nothing in the email stated that I need to respond back. My issues as still not be resolved and no one from the company will call me back. I was told I would receive a call from them by today and no one has called. I am extremely dissatisfied with this company and yes I would like both of these emails to be my rebuttal.  Best regards, [redacted]

February 28, 2017[redacted]
Welk Resort Group Platinum Points Ownership Number [redacted]Dear Mr. [redacted], I am in receipt of your Revdex.com complaint filed on February 17, 2017.  I show that you have an open and active hardship...

claim currently under consideration by Welk Resort Group hardship committee.  I apologize for any frustration the timeframe has caused you but I do not have option to circumvent the process in regards to hardship.  They have a very specific process they follow.  I have reached out to them and asked that they contact you with an update at their earliest convenience.Please feel free to reach out to me directly with any questions or concerns you may have in regards to this matter.Sincerely, [redacted]Director of Consumer AffairsWelk 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 have submitted all the documentation proving that Welk Resort representatives deceived us into a contract which later they breached, and now refuse to fix. How does Welk expect us to enter another deal, which is mentioned in their rebuttal vaguely as "option" with no additional explanation?
After false advertisement and breach of an existing contract, it is beyond my understanding how Mr. Farrell, who never denied or explained why we were lied to, is refusing to clear our credit report.
As mentioned before, we have been deceived by Welk once, and shame on us if it happens twice. My family and I will never enter into another business dealing with Welk Resorts due to deep mistrust in the way this company conducts business.
Once again, to end this matter with least expense and waste of energy and time on both sides, I ask our credit reports to be cleared; and I am ready to take this matter all the way to California Department of Justice and beyond; and get a court order to clear my credit, if needed. Needless to say, any attorney fees incurred will be requested to be paid by Welk Resorts.
Regards,
[redacted]

Welk Resort Group Platinum Point Owner Number [redacted] Dear Mr. [redacted], I am in receipt of your Revdex.com complaint filed on August 18, 2015.  I do show you contact our Vacation Owners Association on August 17, 2015.  I also show that your spoke to [redacted] on 18th and he...

advised you that the person who would handle this was out ill for the day.  Your ownership records show the information was e-mailed to you directly on the morning of August 19th.  I apologize for the delay.  We do our best to make sure every owner request is fulfilled as quickly as possible.  There are times where we may fall short of a 48 hour turn around.  Again, I apologize for any inconvenience this may have caused.  Please feel free to reach out to me directly if you have any further concerns in regards to this matter. Sincerely, Hutch Farrell Director of Consumer Affairs Welk Resorts [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 Group Platinum Point Ownership Number [redacted]Dear Mrs. [redacted], I am in receipt of your Revdex.com complaint filed on October 19, 2015.  Please allow me to address your challenges. I show that you became a Welk Platinum point owner on July 12, 2015 when you...

purchased 180,000 Platinum owner points to be used on an every “odd” year basis starting in 2015.  I do show you have spoken to our Owner Services team in reference to the usage of your ownership.  I have never spoken to you in regards to your ownership.  Your complaint states that you feel lied to about a number of undefined issues.  I am happy to address any concerns you are having with your ownership.  I do show you have spoken to our team in reference to using your Interval International exchange benefits.  You do not have a usage history for your ownership.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.  The bonus week from Interval International is good 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.   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.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.  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. 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 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]@welkgroup.com

Welk Platinum Point Ownership Number [redacted]   Dear Mr. [redacted],   I apologize for any confusion.  I do show that your purchased a Welk Platinum point vacation ownership on April 5, 2015.  The first usage year for your ownership was 2015.  You purchased 90,000 Platinum...

owner points to be used on an every “odd” year basis.  You contacted Welk Resort Group a request to cancel your ownership on April 14, 2015.    You request to cancel your ownership was made after your rescission window had closed.  Per the liquidated damages clause in your ownership contract Welk retained the funds paid down on your ownership.  I have included a copy of the damages section of your contract for your review.  Your Platinum point ownership has been cancelled.    I do show that the funds paid toward closing costs were refunded to you.   Please feel free to reach out to me for any further questions or concerns regarding this matter.   Sincerely,     Hutch Farrell Director of Consumer Affairs Welk Resorts [redacted]