Surrey Vacation Resorts Inc.

Initial Business Response /* (1000, 5, 2015/06/04) */
Capital sent out legal forms in the mail to the [redacted] household for them to sign and return, once we have those forms back owners information is sent over to accounting for a refund. To date we have not received an forms back.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 6/9 we have not received the legal forms to sign and return. We continue to get bills from [redacted] the card that we used for the required down payment. Capital Resorts continue to take out the mandatory automatic checking each month. What happens now? Is there something more we need to do?
Thanks,
[redacted] and [redacted]
Final Business Response /* (4000, 14, 2015/06/22) */
[redacted]Document Attached[redacted]
Final Consumer Response /* (2000, 16, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2015/05/19) */
Grand Crowne Resorts will refund Ms. [redacted] the [redacted] back to her credit card.

Initial Business Response /* (1000, 21, 2016/07/06) */

Initial Business Response /* (1000, 5, 2015/12/22) */
In a recent special meeting of the Board of Directors to discuss the current financial status of the Association, the Board approved the need and implementation of a special assessment to address the current revenue gap that exists. To explain...

this a bit further, the resort management of your property calculates all of the upcoming year's expenses, submits the budget for the Board to approve then assesses the Owner base for the annual billing. This regular assessment is also known as your maintenance fee. In the situation that there is an unexpected Should there occur a material difference between the planned expenses and the maintenance fees collected , a special assessment must be levied to solve this difference. They can occur for a variety of reasons, such as an unplanned, unexpected expense or, as is the current situation, an unexpected delinquency in the Owner payments..
In fielding many questions since this assessment, we would like to address a few common inquiries. Firstly, this special assessment not paying for another Owner's maintenance fee. Should any Owner fail to meet their financial obligations, they will lose ability to use their Ownership. Should that period extend pass a point of being a collectable amount, it would later escalate to a foreclosure so that the property can be resold to a new dues paying Owner. Secondly, we are often asked on the chances of reoccurrence. Due to the very nature of this type of assessment, it is to cover unplanned or unexpected deficits, so we would not be able to say if there would or would not be any special assessments in the future. That being said, this assessment has been levied with the pure intention to close the existing gap and bring the Association into good financial standing. An Association in good financial standing would have very rare need of a special assessment. Lastly, we would like to clarify the role of [redacted] Resorts in your Ownership. As the property manager, your Board of Directors has contracted [redacted] Resorts Management to execute the role of managing your accounts and assist in the financial affairs of the Association.. This means that maintenance fees and special assessments are facilitated by [redacted] Resorts to ensure that money is received by property management and keeps your property operating and maintains the value of what you own.
We welcome any additional questions on the assessment and [redacted] Resort's role in its levy and collection efforts. [redacted] Resorts Management agents are available to discuss the payment options available to you. On your enclosed statement, you will find the details on the amount, methods of payment, and contact information.
We do offer a rental program that can be used for a monetary payout. A vacation specialist would be happy to get you started by assisting you with filling out a rental contract and explaining how the program works. Additionally, you may use social media outlets such as EBay and Craigslist for resale options. We would like to assist you in any way possible to help you get the most out of your ownership, please contact us for any questions or assistance.
We can offer a deed back, we can send the proper documents to sign for the timeshare can just be relinquished.
Please let us know what is decided.

Initial Business Response /* (1000, 14, 2016/07/07) */
Hi,
In reviewing this complaint we see that Ms.[redacted] is an owner at Surrey Vacation Resort, not Capital Resorts. This complaint will have to be revised against Surrey, contact info would be through [redacted]@gcrVacations.com or...

contact TPI for billing.
Thank You
Thank you
Initial Consumer Rebuttal /* (3000, 17, 2016/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business replied that I need to file my complaint against Surrey Vacation Resort. I DID file my complaint with Surrey Vacation Resort. I have contacted TPI prior to the Revdex.com case filing, and they [redacted] told me it would have to be resolved by Surrey.

Initial Business Response /* (1000, 5, 2016/04/18) */
We will offer a cancellation of contract #1028790 via Mutual Release with no refund.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received...

any information from the company revoking the contract. Once I receive the cancellation I will change my response to accepted
Final Consumer Response /* (4200, 11, 2016/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the mutual release and it is signed and sent requesting a signature once it has been delivered. Once it's received and this is removed with no negative marks on my credit report I'll update this to accept.
Final Business Response /* (4000, 9, 2016/04/25) */
We are sending out Mutual Release to this owner to cancel her ownership. Kristin

Initial Business Response /* (1000, 5, 2016/04/12) */
[redacted] Group will extend a cancellation with refund to this owner, we are preparing the documentation to send. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/14) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)
We accept the resolution as offered for full refund of all monies paid.

Initial Business Response /* (1000, 5, 2016/08/17) */
Hello,
We have received your concerns and are presently looking into finding a resolution.
Thank You,
Compliance Department
Initial Consumer Rebuttal /* (3000, 7, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
Ok. We will be awaiting your response.

Complaint: [redacted]
I am rejecting this response because:There is no solution on the money I spent on the vacation package.  And if this was cut in july why is there a third party still selling them?
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/08/02) */
Hi,
In reviewing this complaint we see that Mr. [redacted] is an owner at Surrey Vacation Resort, not Capital Resorts. This complaint will have to be revised against Surrey, contact info would be through [redacted]@gcrVacations.com or...

contact TPI for billing.
Thank You
Capital Resorts

Initial Business Response /* (1000, 5, 2016/08/11) */
Hello,
We have received your concerns and are presently looking into finding a resolution.
Thank You,
Compliance Department
Initial Consumer Rebuttal /* (3000, 13, 2016/09/01) */
I do not want this case closed. There has been no...

resolution

Initial Business Response /* (1000, 5, 2016/02/10) */
After speaking to Interval International / Grand Crowne Resorts Club, the place where all reservation are booked, this office is located in Orlando Florida.
This is the statement I received:
They have booked various things through...

Interval, but specific to in the club and PF, here is some activity. Looks like they either call too late or when they call early they only want a few nights so they are outside the lead time and don't want to do the booking through Interval.
They called Feb 6th, 2016 to book Pigeon Forge Feb 23rd, 2016.
Called last August for PR but didn't have the dates
Called Nov 2104, we offered a unit in the area but they decided not to book and call later
Called Oct XX XXXX for PF, wanted 4 nights GSM and some options via Interval but they didn't book. Said would call back. They were outside lead time for a few nights at PF
Feb 2014 they were already staying at PF and a night was added last night by [redacted] to extend their stay. I think she did this all through Owner Services.
Feb 2013 wanted Sep 2013 for a few nights PF but outside lead time.
Aug XX XXXX wanted PF for 1st Week Sept 2011, not avail
With all the activity Interval has supplied the [redacted]'s with their timeshare, Grand Crowne does not find merit to cancel the contract with a refund. We can offer a deed back if they wish to just be let out of the contract.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What do you mean offer a deed back? The property is paid for with the exception of paying maintenance fees! You still haven't addressed the false promises that your salesperson made! What does "charter member" mean? You are way behind the schedule they told us about when we purchased this ownership. I understand not being able to book in Sept. as it is a very busy time. It's all the other times that stand out. We had to use Interval along w/fees to stay in the area but we still couldn't get booked for Lodges! It's a shame you do business that way. I have yet to call the Tenn. Real estate commission as I was waiting for your response. What about your sales practices?
Are you still making false promises? Why can't you be up front and tell people that you won't be able to get their dates in most cases for several years after you purchase. In the mean time you will still be making your maintenance payments even tho you can't stay on site! As far as the bookings go, we were told, in the sales presentation, to use short stays to maximize our points and yet we cannot even stay "a few nights."
I think the Tenn real estate commission or whoever governs this type of business should make surprise visits to see what is being promised in these sales presentations. Quite misleading people.
Final Business Response /* (4000, 11, 2016/02/19) */
Grand Crowne offer's deeds back for owners who just want to give their property back to the company, this is normal practice for companies to offer this service especially if owners have used the membership to vacation. We apologize if this was not an option for you and your family. The Charter Membership allows owners to have more flexibility of booking vacations farther in advance than one year. Each point value has certain benefits associated to their point package. If you would like to visit one of our properties to have an agent help you understand the value and what you can do, we will be happy to offer you a 3/2 stay at any Grand Crowne/ Capital property. All Grand Crowne inventory is managed with Interval International, they make all reservations for Grand Crowne Owners. Pigeon Forge is a desirable area, this is the first I have heard you have not been able to book a vacation to Pigeon Forge, the owner services department will be happy to book a vacation for you; what dates are you looking for? We are very sorry if you felt mis-lead my our sales associates. Grand Crowne has verification officers in place that go over all aspects of your membership before you leave the sales site, our documents cover a wide range of your benefits. Since you have had usage with the membership, we can offer cancellation and offer you 2,500.00 since you did not want to participate in the deed back program. Please let us know what else we can do to assist you with your membership.
Final Consumer Response /* (4200, 13, 2016/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont feel this is reasonable. We paid over 5000.00 for this package. This will just be added to your inventory to sell at a higher price. At least that is how it was presented to us. I was looking for a stay Feb 21 and could not get it thru Grand Crowne but onTravelosity, or another of that kind we could have rented for over 100.00 per night. We are owners and can't stay but can rent for more money. What is the benefit of being an owner. I'm beyond frustrated at this point. We will accept 4500.00 and get out of ownership without maintenance fees.

Hello,   We have refunded the [redacted] family the $270 that was requested for the purchase into the Travel Club.  Please let us know if we can further assist.   Thank You,

Initial Business Response /* (1000, 5, 2015/06/04) */
The [redacted], first purchase with Grand Crowne contract XXXXXXX was canceled in default. Contract XXXXXXX was purchased 6/14/2011. Grand Crowne reviewed owners information and we have record that 5/2015 the [redacted] called to see what they paid...

for their timeshare, information was given. Our timeshares have increased in value, we sell the units for a different price this year compared to 2011. We apologize that the resale company you contacted did not give you a price that was agreed upon. Resale companies have their rules and regulations on what can be done, this in no way is a reflection on Grand Crowne Resorts. We apologize if your experience during your last visit was unpleasant, we have sent your information over to your association [redacted] they manage your association, they handle all reservations, check in, maintenance fees, housekeeping and the landscaping of your facility.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GCR's statement that our first purchase was cancelled in default is a blatant lie. GCR misrepresented the location and condition of our initial timeshare purchase with them so we cancelled the contract well within the allowable timeframe. GCR representatives then contacted us offering a 'better deal' for a timeshare at the GCR building #2 location. The only reason we purchased the timeshare was we were told the value (what we could receive if/when we sold it) of our timeshare would increase 2-3% annually. That meant our bi-annual maintenance fees would cover the cost of our using the unit on the even years, and our initial purchase price was at least protected and likely increase. We have now learned the resale value of the timeshare is virtually zero. We feel GCR knowingly lied to us and misrepresented the value of the timeshare to us as senior citizens. Additionally I have sent two emails to [redacted] Toussaint-General Manager of [redacted] with no response. We respectfully resubmit our request to be repaid our initial purchase price of [redacted] since GCR's response to the complaint is "our timeshares have increased in value". Refund our money and resell to someone else, we will gladly end our relationship with GCR. Thank you.
Final Business Response /* (1000, 13, 2015/06/17) */
Grand Crowne when they sold the membership to the [redacted], the sales associates were honest with the information indicated in the presentation. As Grand Crowne does not have record when the [redacted] called to see about buyback, rules and laws have changed since 2011 again from the legal aspect of the [redacted] contract ithe issues with reservations, unit stay does not fall under Grand Crowne as an issue to resolve. The [redacted] association is owned by [redacted] and I understand he has sent information to [redacted] if [redacted] is not answering we suggest the [redacted] file a complaint against [redacted] if Grand Crowne had access to the inventory to make reservations we would be happy to assist. Grand Crowne will be happy to buy back the [redacted] timeshare for [redacted] Owner also has the option to put their points into the Grand Crowne rental program to earn money. Please let Grand Crowne know what is decided on the buyback offer.
Final Consumer Response /* (2000, 21, 2015/09/10) */
We have 'settled' our complaint with GCR by accepting their offer of [redacted] This has been a very expensive [redacted] loss) lesson learned about purchasing time shares, especially with GCR. We have learned that you can purchase for a lot less money, timeshares from resellers, instead of from the original issuer, in this case GCR. When attending any sales pitch, get their claims of future values in writing. We will never own a time share again.

Initial Business Response /* (1000, 9, 2015/11/11) */
Capital Resorts Group has issues the credit back to the [redacted]'s credit card for the 339.00. It should show up on thier credit card with in a few days.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/18) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
HAVE not received $339 refund on credit card as of Nov. 18,2015. Called said credit card November 18the at 8:45pm. No refund yet. They can issue check to our mailing address on file for complaint for $339. This also acceptable.
Final Business Response /* (4000, 18, 2015/12/16) */
Final Consumer Response /* (2000, 20, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I last checked my credit card 12/17 or 12/18 and there was no refund. Today I checked my credit cardscard after receipt of your letter and Yes we have been refunded. We truly appreciate all your diligence and timeliness in this matter that has persisted since January 2015. Thanks everyone and Merry Christmas.

Initial Business Response /* (1000, 5, 2016/01/27) */
After reviewing the information outlined in the letter, Capital Resorts Group will cancel and refund the 1,025.00 back to the Marshall's if they except this offer we will send the proper documents to have signed and returned.

Initial Business Response /* (1000, 10, 2015/08/31) */
Capital Resorts apologizes for the delay with sending out the guest cruise certificate, the certificate has gone out in the mail today overnight, they will have in their possession tomorrow.
Final Business Response /* (4000, 13,...

2015/08/31) */
Need to retract the previous response. We call the guest to verify the address etc, as our records indicated we sent the certificate out. Per conversation with guest this morning they received their certificate in the mail.

Initial Business Response /* (1000, 23, 2016/08/18) */
Hi,
In reviewing this complaint we see that the [redacted] family owns at Surrey Vacation Resorts, Inc. d/b/a Grand Crowne Resorts, not [redacted] Resorts. This complaint will have to be revised against Surrey, contact info would be through [redacted]...

[redacted], [redacted]@gcrVacations.com or contact [redacted] for billing.
Thank you
[redacted] Resorts
Final Business Response /* (1000, 33, 2016/08/23) */
Hello,
In reviewing this complaint we see that the [redacted] family is an owner at Surrey Vacation Resorts, Inc. d/b/a Grand Crowne Resorts, not [redacted] Resorts. This complaint will have to be revised against Surrey, contact info would be through [redacted], [redacted]@gcrVacations.com or contact [redacted] for billing.
Thank you