Sedona Pines Resort

8-31-14Case # [redacted] ***Mrand Mrs [redacted] purchased this sampler package of RCI points to be use within year (months) over two years ago after being shown several full purchase packages that were available they decided to only test the system It’s my understanding had the question arisen about All Inclusive it would have been explained there are extra fees associated with it and the client would have been taken to the RCI website and shown the fees that would be associated with it and or the Resorts that offer All Inclusive Since they allowed this to expire over one year ago and the purchase is not cancelable I can see if they are eligible for an extension, however I believe there are fees to extend and with the amount of time that has gone by they may not be eligible [redacted] ***

PLEASE NOTE THIS IS A DUPLICATE OF PREVIOUS SUBMISSION DIDN'T SPELL CHECK We received a welcome letter from Highlands Resort which included the statement "For attending your annual RCI update presentation some of the above activities are complimentary" Then on arrival, the resorts brochure stated "Schedule an RCI Update session and discover how you can optimize the changes and advantages of 'RCI Points'" We scheduled the presentation, knowing that of course it would be a sales pitch as well However when we started asking the salesperson questions about how to best utilize our points, she couldn't answer them She called in the Broker, who adamantly stated that they were not RCI employees, and if we had questions call RCI He further very rudely disparaged our experience of using points for cruises or hotel stays He lost a potential sale, as we told both of them, "this was advertised as an RCI pitch about utilizing points, but if you can't do that, why would we want to buy and unit and get more points."

I am somewhat confused as this is a contract issue and you are stating we need to offer a new settlement after we have fully refunded the partial down paymentUsing the example of a car dealer who cannot obtain financing for a car loan they can simply say “we cannot find you financing” and refund any money collected unless the consumer can pay cash or find their own financing, this is the same scenario We could not obtain financing and therefore on 4-11-returned $that was collected, however if they wish to become owners we will honor the purchase price originally quoted but they will need to obtain outside financingThe ***’s have not even allowed us to settle this matter before filing a complaint with the Revdex.com; our only option was to refund the down paymentPlease close this complaint as resolved [redacted] ***

IT WAS AWESOME! THE PEOPLE WERE PLEASANT, THEY WERE TIMELY-90MINUTES WAS THE MAXIMUM, AND I WAS OUT TWO MINUTES AFTER THAT TIMEWE RECEIVED EVERYTHING...AND THE 2-AIRLINE TICKETS, WOW! WE REALLY DID NOT EXPECT THIS TO BE REAL, [IT WAS!] MY FRIEND WENT MONTHS AGO, AND HAS ALREADY TAKEN HIS VACATION WITH HIS WIFE AT NO COST=I THOUGHT HE WAS KIDDING UNTIL NOW! TYTYTY FOR MAKING US FEEL LIKE BEYONCE AND JAYZ!

Please see the attached correspondence from May 6, that I have not gotten a response We will still honor the buyback offer given [redacted] *** From: [redacted] ***Date: 5/6/3:07:18PMTo: [redacted] @ [redacted] .*** Subject: Re: initial letterFirst let me say “Congratulations on being a Survivor” In reviewing your letter I think you’re making assumptions on the sales person’s motives and intent she has been with us for a number of years and we have never heard accusations like this before Let me see if I can clarify your issues and for your review I have attached copies of the documents The “Member Assurance Agreement” addresses #We are expanding our Resort and you are a Member in the Club the deed is held in the name of the Club and it is owned by its Members #Your Membership may be sold, given away, rented or bequeathed (passed on to family) #You agreed that you understood what you purchased The second page of the “Purchase and Membership Agreement” item #“Purchaser’s Acknowledgments” you agreed that the purchase is for enjoyment and not for investment Item #“Right of First Refusal” states if you make a decision to sell your Membership you must offer it to us firstI don’t know who you spoke with that told you we do not buy Memberships back however they are incorrect we would have offer you 10% of the original purchase price Please keep in mind this is an offer you do not have to accept it and if you choose not to accept it you have the right to now sell it on your ownAnd on the 3rd page #in large bold print on how and when the contract can be rescinded If you were asking questions the Sales person would have stayed with you for as long as you needed if you wanted time they would have given you as much as you needed and if you needed time to go over purchase documents they would have allowed you that If you had said no at the minutes they would have given you your gift and let you leave we hold no one hostage I see no cause to cancel the contract at this late date

Per the [redacted] response to you I didn’t see any attachmentsJune 13, To whom it may concern, I have reviewed this Sample (Trial) Members complaint and found somewhat of a different accounting and in addition, no misguided informationFirst we would not have stated that the Wyndham Resorts program is the same because it is not, and have explained the differences to the [redacted] a number of times They have not been told they could spend time at Niagara Falls.Due to confusion on October 8, we booked them for a retour to explain the program and on 10-24-they came in with a pet bird that would not be quiet and disrupted the entire sales center and they were asked to leave because of the disruption however we still accommodated them with a free overnight stay Further, notes state that they could not get reservations in Lake Havasu for December however, our counselor did get them reservations but they refused using them claiming there was a day difference of what they wanted and again she offered to have them come in and go over the program with her offering free accommodationsIn January they took a different attempt to cancel by claiming they were not told about exchange fees please refer to the attached “Terms and Conditions of RCI Points” (may I add was attached to their complaint) as it lists the exchange fees they claim not to be aware of It is my understanding that when our counselor attempting to resolve and discuss any issues apparently Mrs [redacted] would start yelling This Membership will not expire until January of we have offered assistance and free accommodations and feel we have done everything I our power to help them understand the program yet they refuse Please let me know if you have any further questionsSincerely, [redacted] ***Vice PresidentSedona Pines Resort / Highlands Resort###-###-####

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 find it very disappointing that I had to contact Revdex.com before anyone even offered a solution And even more disappointing that no had the courtesy to contact me directly As far as their offer, they usually are for to people and there are five of us Not to mention, I don't have access to an account yet, so there is no way for me to take advantage of the offer, even if I wanted Regards, [redacted] ***

The accommodation for a bedroom sleeps the bedroom sleeps please keep in mind usage is based on availabilityI will check with our Member services Manger to have them contact you directly or you may email [redacted] directly at ***@sedonapines.com

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 until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Investigating the response is not the desired out come of this complaint. Fulfilling the obligations as outlined in... our contract is. While they may take a few days to investigate that we will not consider this complaint resolved unless they honor the original contract. [redacted]

I can tell you that both Greg and myself have spoken to herWe offered to send her $in Darden gift cards (available at Olive Garden, Longhorn Steakhouse, Bahama Breeze, Seasons 52, Yard House and Red Lobster) to replace the Restaurant.com gift card that she felt was worthless She stated she did not want us to send those to her However, Greg really felt she should have those, so they were mailed certified mail on March 20, We did discuss the other gift that she did in fact register, but she did not make the “refundable” deposit She said that if she took the trip, she would have to pay something and at this time she was not able to travel due to her unemployment I did offer to replace this gift, but she stated she had no way to use itI also offered her a few nights complimentary, at Sedona Pines for her to get away from home Greg also reminded her of this offer from us when he spoke to her as well She declined stating she was not in a position to get away We have noted her file and this offer will stand for the future as well She can contact Cindy to book when she is able to travelShe stated she could not afford the membership any longer as she did not have a job Greg was encouraging about her getting a job again and tried to see if that would be a solution She said it was not a solution and that she had issues preventing her from workingBoth Greg and I explained it was a binding, legal contract and she was obligated to make paymentsShe agreed and said she was aware of that, but currently she could only afford necessities She said she felt foolish for purchasing when she did, and that she should have read the contract She felt she was lead to believe she could sell it back to us at any timeGreg explained if she no longer owed the balance (was paid off in full), that they would be able to offer her an unknown amount at that time Since she was not paid off we had no way to “buy it back” She did understand in the contract it is written that we have “first right of refusal”, she misunderstood how that would work Greg suggested perhaps she could sell her membership to a friend or family member Geneva said she did not know of anyone who could assist her with payments nor buy the membership from her She ended the call as she felt we were not offering her a solution that would work for herThank you so much Cindy

The cleaning lady rifled through our belongings and subtracted some prescription narcotic medication from my toiletry bagErica was the name of our cleaning lady, she left an envelope for a tip.....hahahahahahahahahahah

Please accept this letter as our response in regards to the complaint filed by the [redacted] as referenced above.First, let me explain my position within [redacted] and the Highlands Resorts I am the Associate Membership Director & Office Manager An Associate Membership is a Trial Package which offers [redacted] Points to those who want to “test drive” the [redacted] program without committing themselves to a full timeshare ownership.My job is to assist trial members with the [redacted] Trial Points Program, walking them through the website, explaining the benefits and getting them set up in the [redacted] system I also book them for their complimentary day, night stay that we offer with another “tour” to assist them with hands on use of ***’s website and providing them an opportunity to purchase the full ownership if they so choose.This [redacted] Trial Points Membership allows a purchaser to use [redacted] Points + an exchange fee to over locations across the world [redacted] is an exchange company for travel and has been in business for over years [redacted] stands for Resorts Condominiums International and was originally established to save families money on travel, while still providing an annual vacation.Of course, [redacted] has evolved with the times and even though the general idea is still alive and well, it has been expanded on in so many wonderful ways One is through this Trial Points program, allowing those who don’t want the commitment of a full timeshare to begin using [redacted] and deciding after that use if they would like to proceed into a full ownership.With many of the [redacted] Trial Points owners deciding this is a great system they come back to us and “upgrade” into a full timeshare ownership At that time, they would then have a “home resort” and be able to use the facilities at their home resort on “bonus time” where they can stay for a small fee any time during the year when there is availability We give them full credit of their purchase price for the [redacted] Trial Points Membership against the full ownership purchase price, which is an added bonus that is much appreciated.I personally own at [redacted] and have owned since Due to this fact, I was chosen to replace Barbara when she retired I use the [redacted] system regularly and understand it so that I can provide the trial owners with assistance and help them understand the website so they can use [redacted] to the best of their ability.I have attached under separate copy the outline of the response for the [redacted] complaint in more depth.I realize this cover letter is not quite a policy and procedure document, but I hope it can remain as a guideline which you can refer back to on any other Associate Membership (Trial Program) issues.Please let me know if there is anything more that I can provide to assist with this or any other complaint.Thank you for your time today and in this ongoing process to bring our rating up.Best regards, [redacted] ***Associate Membership Director/Office ManagerSedona Pines & The Highlands Resorts

Response to ID#*** ***They purchased 6-20-it takes days before Member Service is notified of new Members because of those days the contract is held for legal rescission period to pass I have pulled and attached a copy of our phone records indicating the
Member started calling into our Member Services Department who had all of Member information and was well aware that she was a Member and assisted her as quickly as possible explaining it would take a few weeks My ext is *** and as you can see I received one call on 8-at 16:and returned the one and only message on 8-at 10: From what I can determine we have responded quickly to all questions and calls, I think we may have some confusion regarding the RCI enrollment that at point of sale was explained it could take to weeks to enroll them into RCI in addition this was explained by one or our Member Services staff who attempted to assist them and he expedited the RCI enrollment No one would have promised that a number would be provided within a dayThe contract number provided on the documents is the account number that will never change *** and the payments for the purchase of the Sedona Pines Membership start 8-4-15 that is why they have a coupon book They should understand there are two Memberships the one being purchased for Sedona Pines is a life time Membership and can be transferred to whomever they wish after it is paid off The RCI Membership is for exchanging into other Resorts we pay the first year and outside of the first year they are responsible if they wish the RCI Membership to continue The ###-###-#### is the contact number for questions pertaining to loan and Maintenance fee payments or they may login to www.myaccountinfo.com to view their accounts and makes payments ###-###-#### goes into our Member Services Department for Reservations or questions about our Resorts, for any questions for RCI ###-###-#### or login to RCI.com As Fred promised and had they given just a few more days the RCI enrollment was completed within days from the date of purchase and the number *** will give them access to their RCI account *** ** ***

In an effort to move on had this person contacted the given number for the collection agency, they would have found that even though they are fully responsible for paying Maintenance Fees on time just like 20 thousand other members and admitting they did the same thing the prior year? They would have found I had instructed them to waive our fee and I’m sure they would have negotiated their fee. What else would you like us to do if they don’t try? Billings are sent to the address provided by members; they need to contact the collection agency I sent an email for the agency asking that they contact them and resolve*** ** ***

My wife and I purchased a timeshare from the resort nearly two years ago (one of several timeshares we own) Recently we had a concern about our account - a transaction that we felt was in error We placed a request for them to review in writing and within days the issue was resolved fully All involved were very responsive and transparent and we are extremely satisfied with the resolution (And, the resort is a wonderful place to stay!)

First the *** purchased and financed on 10-4-agreeing that the first loan payment would be due 11-23-14. The Coupon book was ordered on 10-and would not have been delivered to them until approximately October 25th or later It was explained at point of sale that bonus
time usage is based on availability in addition that their Maintenance Fees would not be due until November 2015. I don’t think you have been told a truthful store: The sales Manager offered to asset them learning the system at point of sale and no one has ignored the callsI spoke to our General Manager and our Member Services Manager regarding their conversation with both Mrand Mrs*** and apparently the threats of physical violence and vulgar language caused them to record the conversation on different occasions. I’m sure you will agree that No employee is expected to take that kind of abuse and is encouraged to terminate the call It is my understanding despite their aggressive conversations and threats we made accommodations for them this weekend and made it very clear we would not tolerate any kind of disturbance. Let me know if you need any additional information.*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Re Complaint *** *** ***
I have read the response of the Company.
If the Company suggests the matter has been adequately addressed with me, I have not heard anything from the company since writing to you, Revdex.comThe last communication, as in my complaint, was a quick hang upon the phone from them, while I had spoken quietly and patiently
Response to the Company's message from Revdex.com
aI was given an extension of one yearThe Company does not indicate this fact in this response
bThe matter of All Inclusive service WAS discussedThe Company's letter indicates, "If ..."
cThe Company DID NOT refer me to additional fees, to the web site
The request remainsThe Company had costsFor this I am responsibleI have allowed for these expensesI wish to be reimbursed for the remaining fundsThis I see as $
The case remains incomplete
Regards,
*** ***
On Wed, Sep 17, at 12:AM, *** *** wrote:
Re Complaint *** *** ***
I have read the response of the Company.
1. If the Company suggests the matter has been adequately addressed with me, I have not heard anything from the company since writing to you, Revdex.comThe last communication, as in my complaint, was a quick hang upon the phone from them, while I had spoken quietly and patiently
Response to the Company's message from Revdex.com
aI was given an extension of one yearThe Company does not indicate this fact in this response
bThe matter of All Inclusive service WAS discussedThe Company's letter indicates, "If ..."
cThe Company DID NOT refer me to additional fees, to the web site
The request remainsThe Company had costs. For this I am responsible. I have allowed for these expenses. I wish to be reimbursed for the remaining funds. This I see as $
The case remains incomplete
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The number provided is to a collection agency, which does not resolve anythingAlso the notices that they are referring too that were sent times, never reached usWe have yet to receive confirmation on what address the notifications were sent toWe're not even sure if the notifications were sent to the correct addressThis is the second year in a row which the same issue has happenedThe first year we paid the collection agency the requested cost, and this year yet again the same issue has come up and no notices were ever received an no information provided to where the notices were sent tooWe would like to resolve this issue without the involvement of the collection agency second year in a rowI have also called numerous times and left messages/voicemails and have yet to receive a returned call
Regards,
*** ***

Our conversations with the *** have been limited only to processing the down payments and at no point did they ask this contract be canceled. First we do pay the first years RCI enrollment fee and yes they would be responsible for the biannual Maintenance Fees and the rescission
period is days not At point of sale 8-16-they requested that we accept payments on the down which we agreed to beginning 9-$10-$and 11-$ However on 8-29-Mrs*** called authorizing us to take $(see down payments authorization form attached in addition to email with copy of receipt sent to her via email dated 8-29-14) and then requested we take the remaining balance of $on 9-30-(see email#2) then on 9-18-we received an email requesting to change the final payment due date to 10-30-which we agreed to and on 10-30-per instructions from Mrs*** we processed the final payment. May I add that *** *** is our Members Services Manager and is in charge of reservations and has nothing to do with the sales presentation? As you can see at no time was it requested by Mror Mrs.*** to cancel the agreement or contract? Please let me know if I can be of further assistance. *** ** ***