Sedona Pines Resort

I can tell you that both Greg and myself have spoken to her. We offered to send her $100 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, 2016. 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 it. I 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 travel. She 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 working. Both Greg and I explained it was a binding, legal contract and she was obligated to make payments. She 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 time. Greg 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 her. Thank you so muchCindy

The Highland Resorts response is a "canned" response that they have used previously  -- see past posting by Highland Resort inthe Revdex.com file on them.  It is offensive that they use a boilerplate response to address my complaint.  Please let them know, it is NOT my job to provide them with anything, including my phone number.  As my complaint clearly indicates, I have been that route with them and have had no success.  It is their job to ensure that my DO NOT CALL number is not called.  Any reputable firm involved in telemarketing activities has access to the National  Do Not Call listing.  They are attempting to shift blame on to their unmanned contractor/vendor force.  Those contracted/vendor organizations  clearly identifying themselves as agents of Highland Resorts.  I have been extremely patient with Highland Resorts' continued harassment.  Some how, without my authorization or input,  they got their hands on my unlisted number.  I want them to get off dead six, do some research on their own, and initiate corrective action that will permanently end their calls to my number.   As a  result of Highland Resorts' continued violation of my privacy (please note I am by definition an "elderly person"), I am now forced to  filed a complaint with the Arizona Attorney General seeking their assist[redacted] to resolve this matter.  Thank you.

Thank you for you additional comments.  While we realize that a resolve during the presentation was not possible due to conflict by both parties, we have sent out all of the promised gifts.  On February 25, 2016, a check for $20 (the remainder of the $40 complainant stated was due her), 2 - $25 Darden Restaurant gift cards (include Olive Garden), $100 restaurant.com card, 2 Harkins movie tickets, and a "Dream Vacation" 7 night stay certificate.  The $20 check, which was check #[redacted], cleared our account on March 2, 2016, which confirms receipt of her gifts in their entirety. She is welcome to contact me, Cindy V[redacted] at [redacted]@sedonapines.com should she have any further comments.  At this time, we have satisfied fully her request for her gifts and this complaint should be closed as satisfied.  Thank you

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.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] And [redacted]
What was sent is true and I believed I spoke on that matter. But I did notifiy a man in that office that I wanted to cancel my timeshare and I was told he could not handle it, that I needed to talk to [redacted]. I informed him that I had been trying to get in touch with her but she was not answering her phone and that I left several message for a return call. He told me that [redacted] was in the office and transfer me to her. As usual she did not answer her phone again and I was so frustrated I hung the phone up. When I called again I still did not reach her and left a message and another women called and left a message on my phone name [redacted] I believe, she talked so fast  I couldn't make it out. The number she told me to call was 1[redacted]7 ext. [redacted] I still have that message. I called back and still did not get an answer. This is how it has been going on from day one. When [redacted] did call me back it was days later and by then my husband and I was pass our 3 days and that is why I asked if we could move the down payment. I feel as though they do this on purpose to lock people into the contract. I also believe the man I talked to was Tom and I may have gotten the sales person name wrong but they know who it was. She had to get paid for the contract she sold us.

Response to ID#[redacted]They purchased 6-20-15 it takes 8 days before Member Service is notified of new Members because 7 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 [redacted] and as you can see I received one call on 8-3 at 16:54 and returned the one and only message on 8-4 at 10:08.  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 4 to 8 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 day. The contract number provided on the documents is the account number that will never change [redacted] 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 47 days from the date of purchase and the number [redacted] will give them access to their RCI account.  [redacted]

Mr. [redacted] purchased 11-18-11 the first communication we received was April 25, 2013 and has since defaulted on the contractual agreement.  Please see the reply and offer of settlement.[redacted]
 
Mr. [redacted]Mrs. [redacted]...

[redacted]RE: Contract number [redacted]Dear Mr. and Mrs. [redacted] ,Isee no justifiable reason to cancel this Membership Purchase Agreement and find no misrepresentation on our part;you have not indicated any difficulty in using your membership.Our system indicates you are currently in default on your purchase agreement and have been sent a certified demand giving 3 options, if you agree to the settlement amount indicated in the letter we will agree to report that the account has been settled in full for less than amount owed.Please let me know if I can be of further assistance. [redacted]Vice PresidentSedona Pines Resort/Highlands Resort[redacted]

I have spoken to the Managers regarding Mr. [redacted] issues and do apologize if he feels there was a delay with assistance. I would like to offer Mr. [redacted] 2 free bonus nights that have already been added to his account, these are based on availability and can beused at...

Sedona Pines Resort or Highlands Resort, Please contact Member Services to make arrangements. Please feel free to have him contact me if he has any further issues.   [redacted]    ###-###-####

Kristina R[redacted], Marketing Director and Cynthia V[redacted], Customer Service Specialist have phoned Mr. [redacted] today.  We were not able to speak to him, but left a message that we have verified his number is on our and the federal Do Not Call List.  As some of our vendors are out of the country we made sure that all of their records showed his number on their Internal Do Not Call List.  This should eliminate any future calls. We comply with all federal and state laws including the Do Not Call List Registry.  We are happy to discuss any further concerns directly with Mr. [redacted] should he desire to contact us at ###-###-####.  Thank you.

Please see the attached availability of resorts within desired timeframe.  Please also find copy of signed and initialed contract verifying no ability to cancel membership.  We are willing to work with the [redacted]'s to get them on vacation, even if it exceeds their expiration date of 4/30/2018.  Thank you

We have no record of communications or conversations with this Member since 1-2014 the fees for 2013 were billed on April 29th 2013 giving them until July 1st 2013 to pay.  On July 5, Aug 31, Sept 27 of 2013 reminder notices were sent.  On October 25, 2013 a final...

notice was sent.  On April 14, 2014 Invoice was sent for 2014 Maintenance Fees to the same address on May 27, 2014 a payment was received that paid 2013 delinquent fees and the account is due for May of 2014 and again 4 reminder notices have been sent to the same address of record.As we explained to the Mrs. on Dec 18, 2014 if they would like to resolve this please call 800-525-6000 they will be more than happy to assist them.  [redacted]

Please see the attached correspondence from May 6, 2015 that I have not gotten a response.  We will still honor the buyback offer given.  [redacted] From: [redacted]Date: 5/6/2015 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 #1. 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.  #2. Your Membership may be sold, given away, rented or bequeathed (passed on to family).  #3. You agreed that you understood what you purchased.  The second page of the “Purchase and Membership Agreement” item #11 “Purchaser’s Acknowledgments” you agreed that the purchase is for enjoyment and not for investment.  Item #10 “Right of First Refusal” states if you make a decision to sell your Membership you must offer it to us first. I 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 own. And on the 3rd page #17 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 90 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.

Travel Select Rewards is a separate company and we werenot aware of any problems with its gifting practices and will have our MarketingDirector contact them, however we do apologize to [redacted] and [redacted] for any inconvenience and wish they would have contacted us.   Please let them know...

Sedona Pines L.L.C.  will be mailing a check in the amount of $100.00to the address on record this week and they should still pursue Travel SelectRewards for a refund.   [redacted]

During the presentation tour, son (guest) had become difficult and security had to be called as he became abusive.  Due to this, Ms. [redacted] could no longer complete the tour and was not gifted due to circumst[redacted]s.  However, we will provide all gifts to her as she did attend and the issue...

was not of her doing.  They will be sent out to her today.  Thank you.

Mr. and Mrs. [redacted] purchased 8-14-2014; I have attached the second page of the Purchase and Membership Agreement showing item #10. Right of First Refusal this states in the agreement any Member wishing to sell would have to give us first choice.  We are currently still in...

new sales and have no real interest in the inventory at this time but OFFER 10% of the original purchase price only if the loan is paid infull.  Please keep in mind it is just an offer and does not need to be accepted by the Member as they would now have the right to sell the Membership to a third party if they reject our offer.  I have attached a copy of two gifts offered for touring #1. A $100.00 restaurant gift card that explains how they redeem online ([redacted].[redacted]) to choose coupons that can be used at various restaurants.  #2. A two night hotel accommodation and round-trip airfare.  I have underlined on the front and back of the certificate the sections that are highlighted as our gifting Department person explains to each tour how the certificate works then the tour signs a receipt that indicates this has all been explained.  On the back of this certificate step #2 explains there is a $100.00 deposit for reservations fee used to pay taxes and is to be sent along with the certificate.  In addition I have attached a copy of a gift given after the purchase for a Verde Canyon train ride for 2 valued at $142.05 and they were given a $50.00 dinning voucher for our Sedona Pines Bistro that was extended for 6 an additional months to allow them time to use it.  Since this is the first we have heard of any gifting issues I would like this complaint closed. Thank you [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.
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 2 to 4 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]

I am surprised at this response as I have no record of such late payments in each of those years. I would be interested to see  the documentation as well as the signed contract stating I am not entitled to a bill for an every other year charge. I do know that I have provided my marriage certificate but it appears as though it was not processed. Technology may be the mishap, but I would happy to send it again. I am fully aware of their requirement to go through Blackwell. However, they continue to disregard their blatant lack of  customer service. At least they provided a written policy; however I would still like to know how the company believes it is ethical to send someone to collections without notification. It is apparent that the company is unwilling to maintain satisfactory ethical operating principals. Unfortunately for consumers once an owner, there is no ability to advocate for oneself outside of their "membership" otherwise the "member" is treated even more poorly than before. It is again surprising to me that when I attempted to speak with them, I was told they have "no access to any portion" of my account as it was forwarded to collections. But, in their own email, they cite information pertaining to account history. Which one is it? I feel like in order to get any information, I had to go through the Revdex.com because each time I tried, I was turned away.I continue to feel their practice is unethical and unjust for all members. I have been in contact with Blackwell and will keep them apprised of this situation. [redacted]

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 3 day, 2 night stay that we offer with another “tour” to assist them with hands on use of [redacted]’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 6000 locations across the world.  [redacted] is an exchange company for travel and has been in business for over 40 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 2002.  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

Better...

Business Bureau:
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]

Our record show on July 11, 2016 we notified via email to [redacted] we were in receipt of their surrender form and that all necessary documents are complete, they have no further responsibility to Highlands Resort. Kaye D[redacted]

In an effort to move on had this person contacted the given 800 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. [redacted]