Ultimate Vacations

There is an attachment at the bottom of the page - it must be clicked on and downloaded Ultimate Vacations was never contacted by Ms [redacted] and were only made aware of her concerns when notice of this complaint was received It appears the individuals that she spoke with were from the marketing company, not Ultimate Vacations Again, a gift is offered in order for guests to preview our product and we make every effort (see attachment) to make sure those gifts are not misrepresented in any way (see attached confirmation letter) We do apologize for any inconvenience that was caused by this confusion We have made the marketing company involved aware of the situation (including the call on November 24, 2015) and asked for appropriate action on their part

To address clients issues with the incentive gifts offered to attend a presentation: Ultimate Vacations supplies a script which we require any marketing company working on our behalf to follow (per our contract with said marketing company) In the unlikely event there was any confusion about the gifts offered, the marketing company is also required to supply the client with a detailed letter about their visit to our site which lists each gift offered as well as details about any fees/deposits required (if any) to use said giftsUltimate Vacations requires this letter to be presented before the gifts are given/signed for and the presentation is given Every effort is made to make all information about these incentives available to the client before they arrive at the site The claim that Ultimate Vacations refuses to give names of properties, etc is unfounded Ultimate Vacations’ inventory comes from hundreds of sources and changes from minute to minute There is no way to publish inventory and have it be accurate on a website, etc Ultimate Vacations clients are assigned a Reservation Coordinator who, based on the clients requested area, works with a network of suppliers to provide viable properties for the client to choose from A unit is never booked without a clients consent and websites are provided for the client to view the property to decide if it fits their needs Ultimate Vacations also urges it’s clients to research the property on their own, reading reviews, etc to make their decision The deposit that was mentioned is fully refundable if not put toward the cost of a booked unitThis particular client did make a complaint about specific properties she had seen listed on our Hot Weeks list, stating that they were not up to her standards I advised her that the inventory she was referring to was very popular with our clients and rated and stars respectively on trip advisor with favorable reviews It was also brought to attention that the entire week was offered for about what one or two nights would cost for someone not booking with Ultimate Vacations The client was not being asked to book the properties nor had she even made a request for them but was not comfortable with them being listed on our website The client was assured that the properties were not the only inventory available in Park City, but were the only ones listed at that price point on that particular day and was informed she could put in a request if she’d like Ultimate Vacations to research other properties in the area Ultimate Vacations feels we have represented our product accurately and will not be issuing a refund

According to our phone logs, MrD [redacted] called Ultimate Vacations times on Friday, June 12, 2015, leaving message Because our office hours are Monday-Thursday 9am-5pm MST, we were not there to return those phone calls until Monday June 15, 2015, at which time Cheyenne G***, General Manager called MrD***’s provided phone number went straight to voicemail Cheyenne left a message inviting MrD [redacted] to call her back at his earliest convenience, even stating if she was out of the office she would happily call him on her cell MrD [redacted] called back soon after stating he was not happy with the customer service he had received from Ultimate Vacations and wanted to know how to get his money refunded and “back out” as he put it Cheyenne asked what his concerns were regarding customer service and was able to gather issues he had 1)Ultimate Vacations was not returning his phone calls and is not open on Fridays Again, our records from June indicate only the phone calls from his provided number and no voicemails other than the one mentioned that preempted Cheyenne G***’s call back to him Our business office has been closed on Fridays for over years 2)Ultimate Vacations requires a $fee just to make an inquiry Cheyenne explained to him that there is a $refundable deposit for each official vacation request made through Ultimate Vacations which is applied to the reservation when it’s booked or is returned to the client if they do not make a booking Ultimate Vacations does not keep this money MrD [redacted] has never made an official request with Ultimate Vacations and has never been charged said fee Additionally MrD [redacted] was told about the deposit prior to purchasing and it is explained in the contract they sign 3)Ultimate Vacations does not take credit cards for condo bookings Ultimate Vacations has never taken credit cards for condo bookings due to the added costs in fees which would have to be passed along to the client Ultimate Vacations strives to get the best rates available for our clients and by not accepting credit cards we have been able to keep our costs down versus having to charge an additional fee MrD [redacted] was able to use a credit card on his initial purchase of the program This initial fee is the only time we accept credit cards (if the client is not able to pay cash or obtain their own financing) and a 3% fee is normally added for using the card That fee was waived for MrD [redacted] at the time of his purchase Cheyenne explained to MrD [redacted] that we could possibly make an exception and let him book condo stays with a credit card but he had to understand we would pass on the fee that we pay to the credit card company to him MrD [redacted] did state during a portion of the phone call with Cheyenne that he was recording the conversation We would refer you back to that recording of the conversation as to see that it was not “heated” by our definition and also that Cheyenne never called him a liar or ever became upset in any way Cheyenne G [redacted] did not hang up on MrD [redacted] and he never called back after their initial conversation MrC***’ phone number was provided to him during the ONLY conversation MrD [redacted] had with anyone at the UV Salt Lake City office on June 12, Again, phone records can back this up MrD [redacted] did send several text messages to MrC [redacted] which cause concern for us as to the validity of what he is stating here MrD [redacted] stated in his texts “The travel industry is very competitive and consumers need to know the truth about your company I will take the same honor code and bend the truth to ruin your company’s reputation and credibility I have people who will file with the Revdex.com I will get my friends to all file with the Revdex.com I am not sure how may bring your rating down but I am sure I get it to reflect the way you deal with me I’ll be at your store 6:to inform potential clients of your scam regarding pricing and gimmicks that you play I will lie just like you have to me .” All text messages are on MrC***’ phone and can be provided in whatever manner is necessary/appropriate We are confused as to what “lies” were told to MrD [redacted] as his complaints were regarding customer service and operating hours, the $refundable request deposit, and not being able to use a credit card to book condos All of these issues were addressed on the phone with MrD [redacted] and Ultimate Vacations stated to him at that time we did not feel any of these issues were something that warranted a “full refund of his money”

To address the clients issues with the gifts offered by the Marketing Company: If the gifts were misrepresented in any way, we apologize We make every effort to make clients aware of the details of their gifts before they arrive by providing them with a confirmation letter which clearly lays out details of the offer We have also followed up with the Marketing Company to go over our strict policies on transparency of the offer We do not participate in “deceitful business tactics” and want to make it clear that we have been in business for years with an impeccable reputation We pride ourselves on Customer Service and taking care of our clients, weather or not they purchaseWe are sorry to hear the client felt “pressured” into purchasing our product Even though the clients signed a contract and the sales agent clearly went over our “no refunds” policy, we have no interest in keeping a client that is not happy with their purchaseWe have refunded the clients purchase price and cancelled their contract We hope this is satisfactory to all parties

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

We do apologize if the gift was misunderstood in any way but want to stress we make every effort to ensure the client understands the gift before they come to our office. As stated previously, a letter explaining the gifts in detail is provided to the client before the date of their tour and they are required to bring that letter and present it to our agent when they arrive at the site. The claims that the majority of Ultimate Vacations properties are “sub-standard” is unfounded and not true. We understand every client’s tastes and requests are unique and offer properties ranging from quaint to luxurious. To base one’s entire opinion of the program on properties in which they’d never even stayed is unfair. Ultimate Vacations has access to and books virtually all timeshare properties affiliated with RCI and II as well as wholly owned units around the globe. Ultimate Vacations has been in business for almost years and serves thousands of happy clients While we apologize for any misunderstanding, we remain steadfast in our belief that we have in no way misrepresented ourselves or our product. We stand by the decision not to cancel the contract as requested

Ultimate Vacations pays a marketing company to schedule tours for us and they are to make it clear that the gifts offered do require some fees to be paid by the recipient when they choose to use itWe require the marketing company to provide a confirmation letter to the client before they attend
that clearly lays out the tour and gift information so that there is not confusion or chance of misrepresentationI have attached a copy of the letter Ms*** would have received and asked to bring to the tour site as proof of receipt. This is the same letter all of our tours receive. I hope this clears up any questions or issues

Complaint: ***
I am rejecting this response because: once again there is no attachmentAnd all the business is doing in their response is blaming the marketing company they have hired and provided explicit directions to lie to their guestsAt no point was I ever made aware that I would have to pay over $for a FREE vacationThis company must not know what free meansNot only do I have to pay $200, but the company they are using is only accepting money ordersWhich means as a consumer, I have no recourse to dispute and get my money back if anything was to go wrong. I realize that this business will try to cover themselves by any means necessary and they will continue to blame a third party marketing company who was only acting on their behalf and they have no plans of rectifying the situation and providong what was promisedMy main goal at this point is to let others aware so they wouldn't waste their time with this business.
Sincerely,
*** *** ***

Complaint: [redacted]
I am rejecting this response because there was no attachment. Furthermore, when I received a follow up call regarding the presentation, I advised the representative regarding the misinformation about the blackout dates and they informed me  they were not made aware of the details. As a matter of fact today November 24th I received another telemarketing call from this business inviting me to come to the grand opening of their new sales center in Lafayette California. This time, I was promised a 2-night 3- day vacation to either San Diego or Las Vegas with round trip airfare, fees and taxes included, with no obligation. When I advised her of the issue I encountered with the first presentation, she again said that they were not aware of the details of the offer.I believe this business is well aware of their deceiving sales practices and is trying to blame the third party marketing vendor which is based in a different country.
Sincerely,
[redacted]

There is an attachment at the bottom of the page - it must be clicked on and downloaded.
Ultimate Vacations was never contacted by Ms. [redacted] and were only made aware of her concerns when notice of this complaint was received.  It appears the  individuals that she spoke with were from the marketing company, not Ultimate Vacations.  
Again, a gift is offered in order for guests to preview our product and we make every effort (see attachment) to make sure those gifts are not misrepresented in any way (see attached confirmation letter).  We do apologize for any inconvenience that was caused by this confusion.  We have made the marketing company involved aware of the situation (including the call on November 24, 2015) and asked for appropriate action on their part.

To address the clients issues with the gifts offered by the Marketing Company: 
If the gifts were misrepresented in any way, we apologize.  We make every effort to make clients aware of the details of their gifts before they arrive by providing them with a confirmation letter which...

clearly lays out details of the offer.  We have also followed up with the Marketing Company to go over our strict policies on transparency of the offer.  We do not participate in “deceitful business tactics” and want to make it clear that we have been in business for 26 years with an impeccable reputation.  We pride ourselves on Customer Service and taking care of our clients, weather or not they purchase. We are sorry to hear the client felt “pressured” into purchasing our product.  Even though the clients signed a contract and the sales agent clearly went over our “no refunds” policy, we have no interest in keeping a client that is not happy with their purchase. We have refunded the clients purchase price and cancelled their contract.  We hope this is satisfactory to all parties.

To address clients issues with the incentive gifts offered to attend a presentation:  Ultimate Vacations supplies a script which we require any marketing company working on our behalf to follow (per our contract with said marketing company).  In the unlikely event there was any confusion...

about the gifts offered, the marketing company is also required to supply the client with a detailed letter about their visit to our site which lists each gift offered as well as details about any fees/deposits required (if any) to use said gifts. Ultimate Vacations requires this letter to be presented before the gifts are given/signed for and the presentation is given.  Every effort is made to make all information about these incentives available to the client before they arrive at the site.   The claim that Ultimate Vacations refuses to give names of properties, etc is unfounded.  Ultimate Vacations’ inventory comes from hundreds of sources and changes from minute to minute.  There is no way to publish inventory and have it be accurate on a website, etc.  Ultimate Vacations clients are assigned a Reservation Coordinator who, based on the clients requested area, works with a network of suppliers to provide viable properties for the client to choose from.  A unit is never booked without a clients consent and websites are provided for the client to view the property to decide if it fits their needs.  Ultimate Vacations also urges it’s clients to research the property on their own, reading reviews, etc to make their decision.  The deposit that was mentioned is fully refundable if not put toward the cost of a booked unit. This particular client did make a complaint about 2 specific properties she had seen listed on our Hot Weeks list, stating that they were not up to her standards.  I advised her that the inventory she was referring to was very popular with our clients and rated 3 and 4 stars respectively on trip advisor with favorable reviews.  It was also brought to attention that the entire week was offered for about what one or two nights would cost for someone not booking with Ultimate Vacations.  The client was not being asked to book the properties nor had she even made a request for them but was not comfortable with them being listed on our website.  The client was assured that the properties were not the only inventory available in Park City, but were the only ones listed at that price point on that particular day and was informed she could put in a request if she’d like Ultimate Vacations to research other properties in the area.   Ultimate Vacations feels we have represented our product accurately and will not be issuing a refund.

Complaint: [redacted]
I am rejecting this response because:Ultimate Vacations claims to have luxurious properties available in the locations we stated we frequent most in our sales presentation; Park City and Bear Lake.  Ultimate Vacations claim they simply cannot provide these locations to clients beforehand as the locations are far too numerous to allow. It is industry standard to list via website, catalog/brochure participating properties that clients may choose from.  Reputable companies with much larger inventory are able to provide such inventory access to their clients and if the properties are notwithstanding immediate availability. Immediate availability should never impede client access to pertinent property information.   Clients should have access to participating properties that would enable them to perform the research necessary to choose a property that suits their needs in quality, amenities and other vital details necessary to choose a suitable location.  To date and during the course of this complaint process, Ultimate Vacations has never produced any tangible proof via a property listing, brochure or catalog to refute our claim that they refuse to allow customers the ability to peruse  list of locations including quality and amenities BEFORE calling to make any type of reservations. Ultimate Vacations has failed to produce proof of their claim via a list of participating locations  that are 'luxurious' and outside of the 1,2 or 3 star  realm of dingy, outdated locations.  Ultimate Vacations will not provide such a list because the majority of their offerings are not luxurious as claimed.  A very small percentage of their locations would qualify as luxurious locations. We stand by our request for a cancelation of contract, refund of all deposit and monthly payments to date and no adverse credit reporting activities or collection agency attempts.        Complaint: [redacted] I am rejecting this response because:Ultimate Vacations claims to have luxurious properties available in the locations we stated we frequent most in our sales presentation; Park City and Bear Lake.  Ultimate Vacations claim they simply cannot provide these locations to clients beforehand as the locations are far too numerous to allow. It is industry standard to list via website, catalog/brochure participating properties that clients may choose from.  Reputable companies with much larger inventory are able to provide their clients a list of locations to choose from, and if the properties are not available at that moment the list allows clients to perform the research necessary to choose a property that suits their needs in quality, amenities and other vital details.  To date and during the course of this complaint process, Ultimate Vacations has never produced any tangible proof via a property listing, brochure or catalog to refute our claim that they refuse to allow customers the ability to peruse  list of locations including quality and amenities BEFORE calling to make any type of reservations.  Ultimate Vacations is fully aware of the bait and switch techniques their marketing company uses to entice customers into false beliefs regarding the gifts offered to attend their presentation.  As witnessed via other complaints on the Revdex.com website, the practice of offering misleading gifts is standard practice.  The dishonest gifts and the details surrounding those are fully noted in previous complaints during this complaint process.  Ultimate Vacations is fully aware of the bait and switch techniques their marketing company uses to entice customers into false beliefs regarding the gifts offered to attend their presentation.  As witnessed via other complaints on the Revdex.com website, the practice of offering misleading gifts is standard practice.  The dishonest gifts and the details surrounding those are fully noted in previous complaints during this complaint process.             Ultimate Vacations keeps their property inventories closely guarded, if we knew that the quality was so limited or that we did not have a choice nor the option to view the property choices before making a reservation or inquiry, we would not have signed with Ultimate Vacations.
Sincerely,
[redacted]

According to our phone logs, Mr. D[redacted] called Ultimate Vacations 2 times on Friday, June 12, 2015, leaving 1 message.  Because our office hours are Monday-Thursday 9am-5pm MST, we were not there to return those phone calls until Monday June 15, 2015, at which time Cheyenne G[redacted], General...

Manager called.  Mr. D[redacted]’s provided phone number went straight to voicemail.  Cheyenne left a message inviting Mr. D[redacted] to call her back at his earliest convenience, even stating if she was out of the office she would happily call him on her cell.  Mr. D[redacted] called back soon after stating he was not happy with the customer service he had received from Ultimate Vacations and wanted to know how to get his money refunded and “back out” as he put it.  Cheyenne asked what his concerns were regarding customer service and was able to gather 3 issues he had
1)Ultimate Vacations was not returning his phone calls and is not open on Fridays.  Again, our records from June indicate only the 2 phone calls from his provided number and no voicemails other than the one mentioned that preempted Cheyenne G[redacted]’s call back to him.  Our business office has been closed on Fridays for over 10 years.
2)Ultimate Vacations requires a $50 fee just to make an inquiry.  Cheyenne explained to him that there is a $50 refundable deposit for each official vacation request made through Ultimate Vacations which is applied to the reservation when it’s booked or is returned to the client if they do not make a booking.  Ultimate Vacations does not keep this money.  Mr. D[redacted] has never made an official request with Ultimate Vacations and has never been charged said fee.  Additionally Mr. D[redacted] was told about the deposit prior to purchasing and it is explained in the contract they sign.
3)Ultimate Vacations does not take credit cards for condo bookings.  Ultimate Vacations has never taken credit cards for condo bookings due to the added costs in fees which would have to be passed along to the client.  Ultimate Vacations strives to get the best rates available for our clients and by not accepting credit cards we have been able to keep our costs down versus having to charge an additional fee.  Mr. D[redacted] was able to use a credit card on his initial purchase of the program.  This initial fee is the only time we accept credit cards (if the client is not able to pay cash or obtain their own financing) and a 3% fee is normally added for using the card.  That fee was waived for Mr. D[redacted] at the time of his purchase.  Cheyenne explained to Mr. D[redacted] that we could possibly make an exception and let him book condo stays with a credit card but he had to understand we would pass on the fee that we pay to the credit card company to him.  
Mr. D[redacted] did state during a portion of the phone call with Cheyenne that he was recording the conversation.  We would refer you back to that recording of the conversation as to see that it was not “heated” by our definition and also that Cheyenne never called him a liar or ever became upset in any way.  Cheyenne G[redacted] did not hang up on Mr. D[redacted] and he never called back after their initial conversation.  Mr. C[redacted]’ phone number was provided to him during the ONLY conversation Mr. D[redacted] had with anyone at the UV Salt Lake City office on June 12, 2015.  Again, phone records can back this up.  
Mr. D[redacted] did send several text messages to Mr. C[redacted] which cause concern for us as to the validity of what he is stating here.
Mr. D[redacted] stated in his texts “The travel industry is very competitive and consumers need to know the truth about your company.  I will take the same honor code and bend the truth to ruin your company’s reputation and credibility.  I have 7 people who will file with the Revdex.com…I will get my friends to all file with the Revdex.com I am not sure how may bring your rating down but I am sure I get it to reflect the way you deal with me.  I’ll be at your store 6:30 to inform potential clients of your scam regarding pricing and gimmicks that you play.  I will lie just like you have to me .”  All text messages are on Mr. C[redacted]’ phone and can be provided in whatever manner is necessary/appropriate.
We are confused as to what “lies” were told to Mr. D[redacted] as his complaints were regarding customer service and operating hours, the $50 refundable request deposit, and not being able to use a credit card to book condos.  All of these issues were addressed on the phone with Mr. D[redacted] and Ultimate Vacations stated to him at that time we did not feel any of these issues were something that warranted a “full refund of his money”.