Sedona Pines Resort

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]

The accommodation for a 1 bedroom sleeps 4 the 2 bedroom sleeps 6 please keep in mind usage is based on availability. I will check with our Member services Manger to have them contact you directly or you may email [redacted] directly at [redacted]@sedonapines.com.

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

I would never recommend Sedona Pines to anyone as a timeshare. You can never get reservations even on the free time they give you. My first question to them is it easy to stay just for long weekends and they answered "absolutely" Well that was a straight out lie. I called numerous times to make reservations 3 to 4 months in advance and they never have availability. Now stuck with a Law group trying to get us out of this mess and Sedona Pines attorneys are not even responsive. STAY AWAY- Still waiting to be refunded

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."

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]

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 understand it was explained that the card was refunded on September 13th however the check had not cleared our account and normally takes additional time (25 to 27 days).  We do show the refund was sent in half the time on 9-29-14.  Please let me know if you need...

additional information.[redacted]

We would like to gather some information and speak with Mr. [redacted] regarding his statements.  In the review of our documentation, we find he did not contact us to request a cancellation of his contract until almost 30 days later.  It would be nice to speak with him to assist him, however, there have been over four messages left as well as an email requesting a time to review his complaint and no response from him.  We do want to resolve this issue, however, we do need to speak to him regarding his concerns.

Buenos dias no puedo aseptar nada asta no saber que quieren ellos haser por que la berdad ya lo que deceo es que ellos cancelen la deuda que me acreditaron...

con la compania de coleccion ya que es una deuda por algo que nunca me permitieron tener acceso a ninguna reserbacion por que siempre estubieron ocupados hoy lo que berdaderamente deceo es que ellos se queden con mi tiempo compartido y ya no me manden mas cobros de mantenimiento y tampoco estoy interesado en el tiempo compartido, les agradesco de antemano  berdaderamente por tomar en concideracion mi propuesta y asepen mi peticion para resolberlo de esta manera.Revdex.com Translation:
Good morning I can't accept anything until I know what they want to do because honestly my only wish is that they cancel the debt that accredited with the collection agent since is a debt that they never allow me to have access to any reservation because they were always busy today I really wish that they keep my sharing time and I don't want them to send me anymore maintenance charges and I am not interested either in the sharing time, I appreciate in first hand honestly to really take in consideration my settlement and I wish they accept my petition to resolved it this way.

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

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]

I rebut based on1. #2 was offered as free travel which I was called on the telephone, also I have an e-mail stating $198.00 is non refundable.2. The salesperson specifically told us we could resale back if we changed our minds and gave us her personal cellphone number.Please reopen our file.[redacted]

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]

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 did leave 2 messages asking about the letter we received and no one responded back to me. I waited and waited and received no response.I would not have sent this if it were not for the response.I would appreciate a call.I received the response and I am a little upset. I have called over 15 times and no one responds. The response from the individual is unacceptable for us. I believe I have been extremely polite and fact is when I have called and no on responds it is a little upsetting thus my route with the Revdex.com.We went to purchase .. we were told at the said time it was an issue but all is well now. We were originally given a contract number. When we signed up the payment date was 4/13/15 and I asked if we could have the same payment date we have prior which was the 27th. [redacted] told me to wait and then call the home office which I did and no one responded. I also called [redacted] back and he did not return the phone call I finally spoke to him on the 3/30/15 and he said he would call the home office for me, that is when [redacted] decided to call me on 4/3/15 to see if I received a [redacted] Package and proceeded to tell me that we could not get it which I found illuminating especially when I asked her if we resume the other package will the company honor our resort info that we agreed to. She hesitated in answering that question. Upon going to the mailbox, I found the [redacted] package and opened it. One letter was not even addressed to us. Then we received another letter clearly stating who would be servicing the loan and we were given an account number which I went on line the same day and registered to see the information which was there on that day 4/3/15 there was no transaction history but the account was clearly set up.I find this a little perturbing this my question to my friend who is Counsel for TNT, ESPN and a few other network as well as the owner for one of the networks. How can an account be set up .. find that conflicting it leads me to believe that the real reason is that Sedona Pines has an issue with the sale being what it is and is now finding a way in not honoring the sale. I believe that the price is the issue and they have an issue with that and now not sure what to do.I do not believe that the individual read the complaint. Letter clearly states that Concord Servicing will be servicing the account. I do not believe this was just generated like that with the payment coupon as well as addressed specifically to us.  Accounts are not just get created like that. We are extremely upset by the response and no apologies and trying to back out of the deal, that is why I said deceptive practices. [redacted] should have had the diplomacy to call and try to alleviate these issues by pacifying the client. Instead she made the decision that she did without trying to understand why the client is upset. That is not proper customer service. If she was offended my our note, then we apologize but she needs to put herself in our shoes and see why did the client do this, is there a reason why the client is upset and what can be done. Ultimately this boils down to the fact that they do not want to honor the sale and we believe is a result of the price and the points that we would receive.We want a resolution and it is not the resolution [redacted] decided to proceed with.They may not care but for us it is the principle of the situation.I also read quite a few comments on them and it left me blind sided. Respectfully, [redacted]

Hi,Please see below additional information I would like attached to the complaint:Hello, Over the weekend my son and I were approached at the Phoenix Area "Chocolate Festival" and encouraged to attend a timeshare presentation for Sedona Pines/Highlands Resorts. In exchange for this participation, we were promised a 6 night/7 day vacation at any RCI property (only pay taxes), a $50 Olive Garden Gift Card, 2 movie tickets, and double our cash deposit back(and a $100 restaurant.com coupon for calling to confirm). The terms were that my I was to attend, with myself and my son as a guest, a 90 minute presentation at the Phoenix sales office. During this presentation, we had to listen to all that was offered, and in exchange, would be given the above gifts.The process began right away on the wrong foot. We were assured that at check-in, by doing our $20 deposit in cash, we would get $40 back. When we checked-in, we were told the double-back was only after listening. We decided this was not worth arguing over, and just agreed to it. When the representative sat us down, he immediately became confrontational. He let us know that the presentation would last at least 90 minutes and that we were cutting it close with a flight later in the day. My son pointed out that we only agreed to 90 minutes, to which he started arguing that it was AT LEAST 90. He actually got up at one point to speak to someone after getting frustrated with trying to force me to stay longer then we agreed to and came back. When he came back, my son pointed out the signed contract that was given at signup where it showed "a 90-minute presentation", not "a 90 minute minimum presentation". He begrudgingly continued, from there he became exceedingly rude and talked down to me, telling me that he was there to talk to me and not my son. The fact that I am a widow and my son has been helping me with all of my fin[redacted]s since my husband passed, obviously meant nothing to him. After we explained that my son was there to assist and would not leave me alone he got up with an angry attitude and said he would be right back(this is the second time). He came back in about 2 minutes and began his presentation. At the beginning of the presentation he made a point of saying that he was a licensed Realtor, but would not give his license number. My son explained that we very rarely, if ever pay for trips, and when we do, we only pay $50/night in taxes fees typically(my boy handles setting up and booking everything for me) . We have a lot of hotel/airline points, and this allows us to travel for a very low cost. When my son explained this to him, he asked if they were my points or my child's allowing us to do this, and my son let him know that it was irrelevant because as far as he was concerned his points were mine.  He did his math and showed $500 for 10 days of vacation per year (on average). He continued to proceed through the presentation and got up very angrily when my son asked him to clarify what other benefits existed besides saving $130 for a week (RCI fee of $219 VS $350 for 7 days @ $50/night). It was at this point that he grabbed his manager, a very rude individual that refused to give us his name. We calmly explained to the manager that we were actively participating and discussing everything with the sales representative as expected. The manager told my son that since he was not on the invite (which said we could bring guests, and we were assured at time of signup it was fine), he would not be allowed to participate. I explained that we were assured this was fine, that I was doing everything we agreed to on the paperwork, and would be continuing. It was at this point that he informed us that if I were not to go away, he would kick everyone out without allowing us to get the promised gift. I informed him that we would not be leaving without the gift and that I would gladly listen to the rest of the presentation without my son saying anything till the end . It was at this point the manager decided to try to force us out. He let us know that he would be calling security and escorting us out. I asked if he could phone the police so that there was a record of him refusing to provide what was contractually required. He left in a huff and informed me that the sheriff's office was on its way. He let us know we were free to wait there till they came

We appreciate the information and we would like a few days to investigate.  After we will be able to get back to you on this complaint.  Thank you for your patience.

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 number provided is to a collection agency, which does not resolve anything. Also the notices that they are referring too that were sent 4 times, never reached us. We have yet to receive confirmation on what address the notifications were sent to. We're not even sure if the notifications were sent to the correct address. This is the second year in a row which the same issue has happened. The 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 too. We would like to resolve this issue without the involvement of the collection agency second year in a row. I have also called numerous times and left messages/voicemails and have yet to receive a returned call.

Regards,

I am uncertain who would ever hang up on any customer calling in with questions, and I see that he admits we assisted with an extension on the usage after two years and it had expired, even though we were not required to and he used it.    Again “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.”   This was a temporary purchase of a sampler timeshare product to determine if they wanted to purchase a full package after it had been utilized and at that point if they chose to purchase a full package we would transfer the amount to the full purchase.   We will not refund his membership purchase because we have gone beyond and assisted with extending an expired membership, he has used the product and now states he was told something that was never said in an attempt to get his money back.  [redacted]

Upon review of this timeshare purchase dated February 22, 2014, we have found that consumer did not contact us with a request to cancel until March 21, 2014, which is well over Arizona Law which states that a timeshare interest may be cancelled for any reason within written delivery of a notice of...

cancellation by midnight of the seventh calendar day following the day on which the purchaser executed the purchase agreement.  Due to their request being well over the 7 day cancellation period, we were unable to cancel.  Further, their contract has been foreclosed on due to non payment of both agreed upon loan payments as well as maintenance fees.  We are unable to refund any monies due to these facts.