Sedona Pines Resort

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 And on the 3rd page #17 in large bold print on how and when the contract can be rescinded.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.

We have made initial contact with the consumer and are reviewing her documentation and will be getting back in touch with her shortly after review.

I had a great experience with Sedona Pines and thier staff. We reluctantly purchased the timeshare only to not be able to use it and they were accommodating and canceled our contract.

For the right person this timeshare would be a great way to experience all that RCI has to offer. It is a great resort and RCI has many options all over the world.

I recommend Sedona Pines and their cooperating services for the right person who is looking for that product.

Thank you Sedona Pines staff for working with us!!

We have received your complaint and we will thoroughly research these claims.  If the consumer has any documentation that they would like to forward to our Customer Care Department we would greatly appreciate it.  Any documentation may be emailed to [email protected], thank you for...

your patience while we review.

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 much
Cindy

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.

Per the [redacted] response to you I didn’t see any attachmentsJune 13, 2015 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 information. First 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, 2014 we booked them for a retour to explain the program and on 10-24-2014 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 2012 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 accommodations. In January 2015 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 2016 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 questions. Sincerely, [redacted]Vice PresidentSedona Pines Resort / Highlands Resort###-###-####

This is the first we have heard of this issue, we will pull our files and review, at which time we will contact the member and try to resolve.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

First the [redacted] purchased and financed on 10-4-14 agreeing that the first loan payment would be due 11-23-14.  The Coupon book was ordered on 10-16 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 calls. I spoke to our General Manager and our Member Services Manager regarding their conversation with both Mr. and Mrs. [redacted] and apparently the threats of physical violence and vulgar language caused them to record the conversation on 3 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.[redacted]

Complaint #[redacted] – Mr. and Mrs. [redacted] original purchased a sample program and agreed to make 12 monthly payments through August 2015.  On February 27, 2015 they attempted to apply for the full purchase using the $942.00 collected on the original sample...

purchase contract.  We contacted Mrs. [redacted] and explained the situation that they did not qualify and would refund the $53.00 on the new purchase and explained they could still continue with the original sample program purchase and we received no response so we thought they wished to continue.  I would think before they accuse of deceptive practices that they reply to questions as to what they wanted to do going forward.  Had Mrs. [redacted] indicated they did not wish to continue we would have given a full refund including the original purchase of not $700.00 but $802.25?  Since we do not wish to continue our relationship with the [redacted]’s I have processed a full refund to the original card used of $802.25.[redacted]

Our conversations with the [redacted] 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 7 days not 3.   At point of sale 8-16-14 they requested that we accept payments on the down which we agreed to beginning 9-1 $365.00 10-1 $365.00 and 11-1 $395.00.  However on 8-29-14 Mrs. [redacted] called authorizing us to take $595.00 (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 $500.00 on 9-30-14 (see email#2) then on 9-18-14 we received an email requesting to change the final payment due date to 10-30-14 which we agreed to and on 10-30-14 per instructions from Mrs. [redacted] we processed the final payment.  May I add that [redacted] 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 Mr. or Mrs.[redacted] to cancel the agreement or contract?  Please let me know if I can be of further assistance. [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 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,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before...

sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find their initial response acceptable. The final resolution is still yet to be determined. I await their next response to my complaint. 

Regards,

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!)

We appreciate Patricia being more detailed in what their issue is.  The phone number we have been calling is the one shown in the original Revdex.com complaint.  I have tried it on numerous occasions during different times throughout the day and from different phones, the number never rings and I...

constantly get a message "all circuits are busy".  I make many other phone calls throughout the day all over the country.  Somehow, their number is not being able to be successful when calling from our location.  We had simply asked for another contact phone number to be verified by the Catlett's.  With the new information provided, we will review your file and thank you for providing the additional input.  If there is another phone number that we can reach you at other than the one we have, we would appreciate confirming it.  Thank you for your assistance.