Surrey Vacation Resorts Inc.

Initial Business Response /* (1000, 5, 2015/10/20) */
When this contract was purchased, yes the pet policy was not limited to weightOver the course of the years, your association changed the pet policyYour association is managed by Trading Places, this policy was not changed by Grand Crowne
Grand Crowne in no way misrepresented the pet policyWe apologize for any inconvenience this has caused your family
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What date did this policy change? We attempted to make reservations within months of purchase when we realized we could not bring our petWe were also never told that this policy could changeAnd it still leaves us with something we can not useHow are you going to compensate us nowWe want written proof with a date of this change
Final Business Response /* (4000, 18, 2015/11/05) */
Grand Crowne should not be held liable for a policy they did not change nor do we have control overOnce Grand Crowne was notified of the change, sales changed their pet policy information

Initial Business Response /* (1000, 5, 2017/02/08) */
Hello,
We are very sorry for the confusion on the phone numbers, we will be having a finance representative reach out to go over contact information and go over payment options
We would like to supply you with the numbers also:
For the
loan: XXX-XXX-XXXX
For the maintenance fees: XXX-XXX-XXXX
For reservations: XXX-XXX-XXXX
We hope this clarifies, please let us know if we can further assist
Initial Consumer Rebuttal /* (3000, 7, 2017/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have found these numbers in the past week however because we were unable to locate and communicate with the business to pay our maintenance fees...our fees were sent to collections but we were never notified...now we are told we have to pay extra fees because of the delay in paying the collection agencyPlease take our account out of collections so that we can pay you what we owe you and nothing more
Final Consumer Response /* (4200, 15, 2017/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since filing this complaint we did receive a phone call from an individual who stated they would be looking into the situationRegarding the statement from the resort manager stating that they left messages and received two returned addressesThis is not surprising however up until this past month the resort claimed to have incorrect contact information for us, so how did they manage to leave messages when they did not have our phone number? Also, each time we called for a statement or to try to pay, we provided them with our correct address and phone number but they failed to update the systemThey would rather charge interest and leave our account in collectionsAgain, we are willing to pay off our account minus the additional charges that have accrued while we have been attempting to pay
Final Business Response /* (4000, 13, 2017/03/01) */
see pdf

Initial Business Response /* (1000, 5, 2015/11/18) */
Can the ***'s please give me a contract number or owner id number for the account so we have the right account

Initial Business Response /* (1000, 7, 2016/08/18) */
Hello,
We apologize for any misunderstandings that may have occurred during these purchases with our companyIt is our intent to be as transparent as possible in outlining all parts of ownership in the sales agreement
In reviewing this
account, we did find that the guidelines on earning points from credit card purchases are accurateYou can earn points to be used against maintenance fees, the more a person spends on the credit card the more of a discount they will receiveThe credit given towards maintenance fees are different for every family as their spending habits are different
Part of being of Capital Resorts does allow all owners' access to *** ***, which is the Capital Preferred Exchange NetworkAlso, due to the overwhelmingly favorable response and demand for Lifestyle Collection Destinations and benefits, the Club's Board of Directors, in accordance with the governing documents and rules and regulations of the Capital Resorts Club decided to make the Capital Lifestyles Program a service Facility of the Club, so that the benefits of the Capital Lifestyles Program are now available to all Owners who acquired Club membership from the Club Developer or other designated Vacation Interest SellerSo owners will now be able to access all benefits previously described as Lifestyles program, in addition to an upgraded individual Gold membership with **We have, however, placed a credit of *** for the Facility Fee on this owner's account to cover this for one yearThe Club Dues and maintenance fees are a line item on the contract as well as in the Public Offering Statement for the owners to review prior to the purchase
We also offer workshops for owners to attend, these would provide owners a weekend to inquire about the different aspects of their ownership as well as looking at different upgrades that are available to themThese are optional meetings
We do see that this owner has made reservations every year since (including one exchange through *** ***), which is great, we like to see the owners utilizing their ownership and going on vacationsWe would be happy to address any customer service concerns as well as looking into more reservationsWe ask that they contact our Owner Services department at XXX-XXX-XXXX, Monday - Friday, 9:am - 7:pm, Saturday, 8:am to 4:pm EST
Initial Consumer Rebuttal /* (3000, 9, 2016/08/25) */
We received your letter from Grand Crowne Resorts and heir resposne from our complaint
The company's response is NOT satisfactoryWe want out of the contract and a refund
Sincerely,
*** and *** ***
Final Business Response /* (1000, 41, 2016/11/07) */
***Document Attached***
Hello,
We have attached three documents from the contract, Owners are required to initial, that list the property that is associated with the purchaseHowever, we randomly assign deeds to purchasers based on the amount of Capital Points purchasedWith their Capital Points, Purchasers have access to accommodations at all Capital Resorts Club component site resorts, subject to Capital Points' requirements, availability, and reservation rules
Thank You,
Compliance Department,
Capital Resorts
Final Consumer Response /* (3000, 47, 2016/11/28) */
This is in regard to case # XXXXXX: Surrey Vacation resorts IncThe company's response is not satisfactory
We are asking surrey vacation resorts to cancel the contract and refund our money to usWe will accept them taking the moneys for our vacations with them and refunding the rest to us

Initial Business Response /* (1000, 5, 2015/07/02) */
Capital Resorts has reviewed owners account informationWe will honor the owners request to cancel and refund the money they have paid inWe will send out legal documents with in a week for the owner to sign and return
Initial Consumer
Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response that they will cancel our entire contract, which means we do not owe any money and all calls regarding payment towards this contract will cease from both Surrey and EquiantI also accept their reponse that they will refund $to the card listed in the complaint
Final Business Response /* (4000, 15, 2016/01/27) */
Capital's records indicate a credit was issued to the Bunting's credit card on 1-25-refund # If anything further is neededplease let Capital know
Final Consumer Response /* (2000, 17, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your helpAll of the money has been refunded to my cards

Initial Business Response /* (1000, 20, 2016/11/30) */
Hello Ms***,
Do you have an Owners ID or a contract number so that we can further assist you with this?
Initial Consumer Rebuttal /* (3000, 22, 2016/11/30) */
(The consumer indicated he/she DID NOT accept the response from
the business.)
I have provided all the pertinent information to this company several timesI will once again send the info to the email I haveI am not sure if it is the correct one to respond to but it is the one I have
Final Consumer Response /* (2000, 27, 2016/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their offer was satisfactoryThey did what I asked them to do months ago
I still would not recommend anyone to deal with this companyThey are difficult to reach and do not respond quickly to questionsThe timeshare itself that they are selling is a bad dealOnce purchased there is no way to get out of it ever unless you can sell itThat means you and your future generations will be stuck with maintenance payments foreverThere is no way to stop them
Final Business Response /* (4000, 25, 2016/12/01) */
Hello Ms***,
In looking into this account, *** did take two payments on 9/- one for the 8/payment and one for the 9/due date, which was an errorWe will refund any overdraft charges caused by the two payments pulled on 9/We have applied the extra payment to October so now the November payment is now dueWe hope this clears everything up and are very sorry for this error
We would be happy to address any further customer/financial service concerns at XXX-XXX-XXXX, Monday - Friday, 9:am - 7:pm, Saturday, 8:am to 4:pm EST

Initial Business Response /* (1000, 5, 2016/08/08) */
Hello,
We have received your concerns with and are presently looking into finding a resolution
Thank You,
Compliance Department
Capital Resorts
Initial Consumer Rebuttal /* (3000, 7, 2016/08/10) */
(The consumer indicated he/she DID
NOT accept the response from the business.)
We have been more then patient with Surrey ResortsWe want to be granted the desired resolution we have requested
Final Business Response /* (4000, 9, 2016/08/12) */
Hello,
We would like to discuss these concerns with you and to resolve them A having a supervisor will be calling you shortly to go over all options
Thank you,
Compliance Department
Final Consumer Response /* (4200, 11, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is now Wednesday 08/17/We have not spoken to anyone to go over options concerning our contractAgain, we are demanding to receive our desired resolutionIf there were options being offered by Surrey Vacation, they should have been presented to us before nowAgain, we are demanding our desired resolution

Initial Business Response /* (1000, 12, 2016/07/15) */
Hello,
We have received your concerns with Capital Resorts and are presently looking into finding a resolution
Thank You,
Compliance Department
Capital Resorts

Initial Business Response /* (1000, 25, 2016/03/17) */
A full refund was issued and this dispute is settledThank you
Initial Consumer Rebuttal /* (2000, 27, 2016/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have reached a satisfactory conclusion to
our transactionPlease remove our complaint

Initial Business Response /* (1000, 9, 2015/08/12) */
The ***'s purchased their contract back on 9/27/Grand Crowne does empathize that there is a lot of information that is covered during a presentation and a presentation can take as long as an owner feels necessaryWe are excited the
***'s would like to use their timeshareUpon reviewing the owners account, they have not called Interval to book a family vacation, we hope they are calling the right number X-XXX-XXX-XXXXIf at anytime an owner needs help they can email us at ***@gcrvacations.com and we will help them get a family vacation bookedGrand Crowne at this time will not be canceling the *** timeshare contract, they have not made any attempt to call us to help or resolve any of their concerns

Initial Business Response /* (1000, 19, 2016/07/15) */
Hello,
We have received your concerns with Capital Resorts and are presently looking into finding a resolution
Thank You,
Compliance Department
Capital Resorts

Initial Business Response /* (1000, 13, 2015/08/13) */
Capital records indicate that owners contract was canceled with in rescissionOn 6/24/owners credit card company did a credit card charge back of the full amount owner paid
Initial Consumer Rebuttal /* (3000, 15, 2015/08/14)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been working with my credit card company and they have not received a refundMy credit card coIs still waiting for a response from Capital Resorts
Final Business Response /* (4000, 18, 2015/08/27) */
*** I received the below from our accounting department - card was refunded on 8/17/
*** - just confirmed with Merchant Services that the customer received their funds on 8/17/

Initial Business Response /* (1000, 12, 2015/09/17) */
After reviewing and speaking to the sales associates the following will address the owners concerns with their Capital purchaseCapital can offer a buy back if the owner is wishing to take that optionCapital does offer getaway weeks that
start at , this information was outlined in the contracts, Capital has this information on the acknowledgement of representation where the owner read the statement and initialed next the each line itemThe Clue Dues and Lifestyles is a portion of the benefits a Capital owner receives; the Lifestyles is optionalCapital will be happy to send the proper documents if the owner has missed placed them that outlined the different fees associated with the purchaseCapital has made many changes this year in reference to fulfillment bookings and trainingCapital can assure you we have agents that will be able to fulfill your request that your family will be able to enjoyCapital is requesting for you to give Capital an honest attempt to use the product or we can offer a buy back of 2,000.00, we will ensure your credit is not affected
Initial Consumer Rebuttal /* (3000, 14, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are not interested in continuing our relationship with Capital Resorts after our experience and based on the amount of complaints filed with them through Revdex.com, even though they have made changes in their trainingWe feel to be fair to both parties we would agree on $4,which is half of what we paid and for Capital Resorts to not affect our credit
Final Business Response /* (4000, 16, 2015/09/26) */
Purchase price for the ***'s contract is 8,*** Timeshare Resale that offer's buybacks is only in the position to offer max refund of 3,as they have to pay other fees to complete the transactions with Capital
Final Consumer Response /* (2000, 18, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept this offer and we also want to include from the first offer...our credit will not be harmed in any way

AS I explained in my response, Surrey Vacation Resort, LLC
was no longer the Sales and Marketing company for the Surrey Vacation Properties. Please have this complainant provide the paperwork for you to contact the correct company to have a complaint against. Thanks for your help with this matter

Initial Business Response /* (1000, 10, 2015/09/04) */
Capital records indicate the *** were refunded today

Initial Business Response /* (1000, 5, 2015/10/20) */
Grand Crowne's records indicate that on August 7, 2015 we offered the owner cancellation with out refund.

Initial Business Response /* (1000, 9, 2015/05/27) */
Grand Crowne Resorts does have a buyback or resale program, we will be happy to take the [redacted]' timeshare back for hardship reasons. However, Grand Crowne does not manage the [redacted]'annual dues, this is managed by [redacted]...

will not cancel owners contract unless the maintenance fees are paid. Once the maintenance fees are current, we will send the [redacted]' the proper documents to sign and return to cancel their timeshare purchase.

Initial Business Response /* (1000, 12, 2015/05/20) */
Grand Crowne Resorts Attorney is involved with the above company and has spoken to a representative at the Embassy Suite. The company is suppose to remove their complaint from the Revdex.com site.

Initial Business Response /* (1000, 9, 2015/07/14) */
Grand Crowne Resorts has sent the appropriate documents to the credit bureau to make sure Ms. [redacted]'s credit is not ruined. If you need anything further please let us know..
Initial Consumer Rebuttal /* (3000, 11, 2015/07/15) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
As of right now Im looking at my most recent credit report and it say that I am more then a 120 days past due. This account has not been closed I no longer do business with this company and owe them nothing but they refuse to close the account more then 6 months later.
Final Business Response /* (4000, 31, 2015/07/31) */
This was fixed by Equiant, however, it may take a few weeks for the major credit bureaus to pick up and reflect the revision on the consumers credit report.

Regards,
[redacted]
Final Consumer Response /* (4200, 33, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This statement says nothing about them closing my account. Also this company has told me this very same thing by a lady named [redacted] 60 days ago.

Initial Business Response /* (1000, 9, 2016/05/17) */
We have already been in contact with Mr. [redacted], asking for documentation on the bankruptcy. Mr has provided since the date of this complaint and this issue is in the process of being resolved.