Sedona Pines Resort

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,

Nanette, we are so sorry that this has been happening to you.  We will immediately send out to our marketing affiliates a stop to phoning your number listed herein.  However, if you have any other phone numbers that are being called, please update us with those phone numbers as well, so we...

can put a stop to those being called.  We do outsource to many different marketing firms and we apologize that your requests were not coming directly to us to stop the calls.  If you have any other issues in future, please forward them to me directly at:  [redacted] and I will ensure you have no further difficulties.

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]

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.

We do not ignore the do not call list – I have provided our Marketingdepartment of this persons contact information if they have any further issuesall the need to do is call [redacted] and provide the number theyare calling form.   [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]    ###-###-####

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.

Re Complaint [redacted]

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.com. The last communication, as in my complaint, was a quick hang upon the phone from them, while I had spoken quietly and patiently.

2. Response to the Company's message from Revdex.com.

a. I was given an extension of one year. The Company does not indicate this fact in this response.

b. The matter of All Inclusive service WAS discussed. The Company's letter indicates, "If ..."

c. The Company DID NOT refer me to additional fees, to the web site.

The request remains. The 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 $950.

The case remains incomplete..

Regards,

On Wed, Sep 17, 2014 at 12:37 AM, [redacted] <[email protected]> wrote:

Re Complaint [redacted]

 

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.com. The last communication, as in my complaint, was a quick hang upon the phone from them, while I had spoken quietly and patiently.

2. Response to the Company's message from Revdex.com.

a. I was given an extension of one year. The Company does not indicate this fact in this response.

b. The matter of All Inclusive service WAS discussed. The Company's letter indicates, "If ..."

c. The Company DID NOT refer me to additional fees, to the web site.

 

The request remains. The 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 $950.

The case remains incomplete..

[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

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]

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]

8-31-14Case # [redacted]Mr. and Mrs. [redacted] purchased this sampler package of 30000 RCI points to be use within 1 year (12 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]

We have made a written request of Ms. [redacted] to please provide us with the copy of the documents as she stated she had in her original complaint.  This was requested today and we are eagerly awaiting the documentation so we may assist her.

To Whom It May Concern:We understand that the misrepresentation issue is with a third party call center that set the client up for the presentation.   We have requested that they contact the client and come to a resolution regarding the gifts.

As with any company we require and notify all Members that they are responsible to notify us of any changes in contact information.  They can do this by calling our servicing number ###-###-#### or by logging into [redacted].[redacted] they can change contact information or pay...

online as the [redacted] did on 12/20/2012 and paid 2013 Maintenance Fees.  The addresses provide to us in January of 2012 remained the same until 7/22/2015 if they had a change they could have gone on line as they have done in the past and make the correction.I have attached a copy or our billing and collection policy that is sent with every invoice this outlines billing requirements and clearly states “Should you not receive this notice, it does not relieve you”.  In addition attached is the Member Assurance Agreement signed by our Members it states that RCI is an exchange company and after the first year RCI is at their option to continue that Membership.   Page 2 of the agreement discusses Assessment billings. Please have them call [redacted] at ###-###-####, I will agree to split the late fees of $150.00 and they will need to work out the balance owed with [redacted].  [redacted] Vice President

The rescission period is 7days the purchase was on August 16. 2014 we have no record of any contact by this Member until August 29, 2014 well past the rescission period.  If they can provide me with an email or letter written and received within the 7days requesting to cancel I will honor it.  I have attached a copy of the Purchase andMembership Agreement please note on page 3 item #17 in large bold print just above their signatures, it explains the rescission period and the requirement ifthey decide to cancel they are to deliver written notice.  Please let me know if I can be of further assistance.[redacted]

[redacted]We

are glad to see Sedona Pines did not ignore our Revdex.com complaint, like they ignore

our emails.However,

they still didn’t clarify whether or not we still owe them anything. They

stated by phone and now via this complaint that our contract was closed due to

the lack of payment. However, they have yet to confirm in writing that we no

longer owe them anything.Furthermore,

we do not understand how this closure, or the fact our written cancellation

request came 20 days late, prevents the company from returning our money.

Nothing in the contract prevents Sedona Pines from returning that money. More

importantly, they are overlooking the fact that we wouldn’t have been able to

cancel in the 7 days even if we knew about it because we were waiting on [redacted],

[redacted], or [redacted]l to return our calls and answer our questions before making that

decision. We were being decent and honest people trying to give Sedona Pines

the benefit of the doubt in answering our concerns. Instead of receiving

reaffirmations of what took place during the sales presentation we were

ignored. We assume now it was so we wouldn’t realize we were lied to until it

was too late to legally rescind.What

made us certain that Sedona Pine’s only goal was to profit from us is when we

finally reached someone ([redacted] in the finance department) he claimed that the

only way we could cancel was to pay the loan off in full. Thankfully, we did

not follow through with that advice.So

as you can see, there are many issues past the contract we signed, and past the

mandated rescission period which was clearly withheld from us and lied about.

We are not going to suffer at the hands of such a dishonest company. Yes, we

can say the entire company is dishonest, since FOUR different employees, from

many different departments, used false and misleading information to one, sell

this timeshare to us, and two, prevent us from cancelling in the rescission

period, which three, they omitted from us.We

want confirmation we do not owe Sedona Pines anything else and we want our

money back in full.

Attn: [redacted]RE:  Complaint ID #[redacted]Dear [redacted]:Enclosed you will find letters  of correspondence and E-Mails regarding our complaint. Please refer to our letters  dated February  4 (you already  have a copy of this and the attachments) March9 and April 24.  This should  bring you up-to-date.In reply to your E-Mail dated June 2, 2015, as far as we are concerned, this is not a sufficient reply to our letter dated February  4, 2015 and is not addressing our complaints.In reference to the E-Mail from [redacted] dated May 12, 2015, nothing was discussed back on February  5, 2014 about the daily exchange fee of$39.00 to $49.00 per night and she did not help us with the website.  We still don't know bow access  it.Due to the extenuating circumstances, the inability  to get the dates and locations in accordance with our plans (especially the disappointments we had with our 50th Anniversary plans for ourselves and our family), always  being told there is no availability and the misrepresentation at our presentation on December 16, 2013, and the fact that we have not used this Trial Membership, we feel that we should  receive a full refund of  $2,245.00.  We may be willing to accept  a reasonable offer, but the $500.00 is unacceptable.Any help you can give us would  be greatly appreciated.If you need any further information you can call us at ###-###-#### or by E-Mail at [redacted].[redacted].Thank you again for your assistance.
 
Sincerely,

Be careful with this timeshare property. We stayed with every intention of participating in the 90 minute tour the next morning. However, we had to unexpectedly leave early the next morning. Sedona Pines doesn't care what the reason is. If you are a No-Show to the tour, they charge you $200 for a TINY (trailer).

IT WAS AWESOME! THE PEOPLE WERE PLEASANT, THEY WERE TIMELY-90MINUTES WAS THE MAXIMUM, AND I WAS OUT TWO MINUTES AFTER THAT TIME. WE 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!

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 payment. Using 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 4-11-2015 returned $802.25 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 financing. The [redacted]’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 payment. Please close this complaint as resolved.      [redacted]