Shell Vacation Club

Review: Here's the email I sent to Shell Vacations Club today - [redacted],We all hear those stories about people getting screwed over by timeshare salespeople? Well I've got my own now and I'm most unhappy. If you look up our account - [redacted] and [redacted], you will see the only reason we agreed to the timeshare was because the sales lady told us we would be getting a free trip to Australia through the 15,000 bonus points to cover all expenses for accommodation and airfare for two people and the left over monies would be put on an American Express card for us to pay for food, etc. I called the reservation line this morning to book our fabulous Australian vacation. I have no fabulous vacation. My first complaint is we weren't told there was going to be a $184 fee to use Interval and I had to pay that upfront before booking the resort. Then I asked what the dollar amount was to convert my points to your MasterCard (not the American Express we were told we would get) and it was less than $2,000 on 14,000 bonuspoints!!!! That's not even enough for one person to fly to Australia let alone two people. So we signed a contact under your promise that we'd have a free one week trip to Australia including airfare and accommodations on 15,000 bonus points. It didn't happen. I also asked the reservation lady if I could have a copy of the phone call since it was monitored. She said she wasn't able to give me a copy. We were completely lied to and I am reporting this complaint to the Revdex.com as well. Most Disappointed,[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Shell Vacations Club to hold our their end of the agreement. They agreed to give us a free one week trip to Australia including airfare and accommodations for two people. That's what I'd like and I'd like to travel at my choosing and not to pay another fee with Interval International for anything as long as I have this timeshare since it wasn't disclosed by sales rep. I also want Shell Vacations Club sales reps to explain the conversion r

Business

Response:

Response to Revdex.com

Re: [redacted]

Revdex.com CASE#: [redacted]

November 15, 2013

Thank you for contacting Shell Vacations Club on behalf of Mrs. [redacted]'s response.

On July 20, 2013 [redacted] purchased a membership for 1,500 points with Shell Vacations Club, Mr. [redacted] purchased his Shell Vacations Club membership with an incentive of one time allotment of 15,000 bonus points that are eligible to be activated after 90 days of purchase and available to be utilized. These points are eligible to be combined with regular use year points and utilized for resort stays, Lifestyle benefits, Collection facilities, Play Deck (MasterCard) as well as travel through Interval International Exchange. Shell Vacations Club members are provided with a collateral binder, as well as member kit that presents relevant, pertinent information on ways, as well as terms and conditions in utilizing points.

On September 06, 2013 a call was placed to Shell Vacations Club from Mrs. [redacted]'s requesting information on bonus points at this Mrs. [redacted]'s was informed that her bonus points are eligible to activated after 90 days of sale. On October 31, 2013 Mrs. [redacted]'s called seeking information pertaining to travel to Australia, and utilizing her points for airfare as well as Credit cards for Australia. The representative educated Mrs. [redacted]'s on her benefits and options that she may request availability for Australia through Interval International Exchange due to Shell Vacations Club not offering a resort in this country. Interval International travel does require an exchange fee of $184.00 when booking a resort. This fee is not collected to search, but is required to secure a reservation. Information regarding Interval International Exchange fees is provided to members in their member kits at the time of sale.

Shell Vacations Club offers prepaid cards to members facilitated through Mastercard that allows members to utilize points and receive a dollar value on their Mastercard. These cards are used for specific items such as dining, hotels, golf, ski, movies, books, and amusement cards. Members have the option of selecting the dollar value within various increment ranges with their points. Shell Vacations Club formerly used American Express but now utilizes Mastercard as a vendor.

After careful review of Mr. [redacted]'s contract there is no statement reflecting free accommodations to Australia however the option is presented to travel there utilizing his bonus points that were provided to Mr. [redacted] at no additional cost, as well as his allocated points that he purchased. He also has the ability

Consumer

Response:

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.