ComplaintsforWHV Resort Group Inc

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB-We urgently require your assistance to cancel our timeshare with Hyatt. Since purchasing it, our circumstances have taken a toll on our home life. Financially, we are struggling due to my fixed income and the increasing costs of essentials like food, medical care, and housing, along with day-to-day expenses. Both my wife and I are dealing with health issues - I am battling cancer, heart problems, and diabetes, while my wife is coping with circulatory problems, diabetes, and rheumatoid arthritis. Adding to our difficulties, we are unable to use the timeshare as we please. We are exhausted by the false promises made about booking stays at ****** Resort. Our only wish is to free ourselves from this predicament. Can you help us?

  

  Business response

  06/06/2024

  ********************,

  I am sorry to hear about the health struggles you and your wife are having. When reviewing your owner history I do show notes and questions about trying to exit your ownership. I did respond to your prior exit request and did not hear back from you.

  Can you let me know if you have registered your interest in exiting with our exit team. I want to make sure you are registered with that team. They are operating and will reach out to our registered owners, based upon business need, when looking to reacquire inventory. 

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  05/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  for a year i have been in contact with the company been given the run around every time i have called i pay for a time share i was supposed to get full points last year and i didn't i have reached out to management and many numerous employees since last year may i have been getting the " we will call you back" call RCI i have talked to rci and they have told me they never took anything yet welks put me on collections for not paying the whole maintenance fees (because i cant even use my points they cant even tell me what happened to them ) and they even told me even if they did find out what happened they couldn't do anything about it and that is on a recorded line i have been ignored by employees and malmanagement i told them i would pay for the service when they give me what im paying for. yet they send me to collections and now a year later they tell me they will help me once i pay the maintenance fees for something i cant even use. they are in violation of the contract and they want me to pay when they aren't giving the service

  

  Business response

  05/23/2024

  ******************,

  Can you clarify for me the name your ownership may be under. I cannot find your name or email in our systems. Is the ownership under another name?

  Best regards,

  ********************

  Director, Customer Advocacy

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BBB,We are seeking assistance in canceling our contract with ****. During our stays at our timeshare, requesting a handicapped *** **** was often met with uncertainty. Despite assurances on our reservation form, upon arrival, we were consistently informed that no *** ****s were available. This made travel challenging for us, especially given my husband's mobility issues, my knee replacement, and my recent diabetes diagnosis. Traveling has become more difficult, particularly as we both use wheelchairs in airports and avoid stairs. Due to these circumstances, we have significantly reduced our travel.Unfortunately, when we expressed our desire to end the contract, we were met with resistance and discourtesy from ****. The representative insisted we fill out an application to exit the program, only to receive a response stating that there was no such program available. This lack of clarity was disheartening, especially considering the substantial increase in maintenance fees for 2024. We request your assistance in communicating with **** to facilitate the cancellation of our contract.Thank you.

  

  Business response

  05/29/2024

  *****************,

  I am sorry to hear about the challenges you are currently having. I show you and your husband have been owners with us since 2014 and have had very good success using your owner benefits for vacation travel.

  We do not have the option for you to simply cancel your contract on request. Your complaint states you have registered with the exit team. That is good. That is the team that assists our owners in exit their contracts. The response you received also advises that your interest in exiting has been registered. The team works on a first-in first-out basis and will reach out to you via email with an offer to exit when they get to your spot on the list. They work off of the registration list to make sure the process is fair.

  Please feel free to reach out to me if you have any questions or if you would like to discuss this further.

  Best regards,

  ********************

  Director, Customer Advocacy

  Customer response

  05/31/2024

  I do not accept this response from ********************, we will not accept no for an answer. Please allow us to be included in the relinquishment program so we can be released from our timeshare immediately per our request.

  

  Business response

  06/10/2024

  *****************, 

  I am sorry to hear about your frustration. We do not have an option for you to simply cancel your contract on request.

  The exit team will confirm your owner benefits are current and then they will make you an offer to exit once they get to your spot on the exit list. It is important your owner obligations are paid in full so you receive an offer to exit. If they are not, the team will bypass you and go to the next person on the list.

  There is not an option for you to circumvent the exit list process or move to the front of the line to get an exit offer.

  I am happy to connect and discuss this further or answer any questions, if needed.

  Best regards, 

  ******************;

  Director, Customer Advocacy

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against **** Resorts regarding our timeshare agreement. Due to significant financial hardships and changes in our circumstances, my partner ***** and I are no longer able to uphold the obligations of the timeshare contract.In recent months, ***** has experienced a reduction in income after accepting a lower-paying job. Additionally, he has been burdened with credit card debt due to unauthorized withdrawals from his account. On my end, despite not experiencing an official pay cut, I am grappling with increased medical coverage expenses, including medical, dental, and vision expenses totaling nearly $900 for myself and my children. The financial strain resulting from our divorce has further exacerbated our situation.Moreover, we are facing outstanding tax debt of just under $10,000 and medical debt amounting to approximately $9,000. The financial repercussions of our divorce also necessitated refinancing our home mortgage at a higher interest rate, adding to our financial strain.Given these significant financial challenges, we are unable to continue fulfilling the financial obligations associated with the timeshare agreement. Therefore, we kindly request the cancellation of our timeshare contract effective immediately.We understand that there may be administrative processes involved in canceling the agreement, and we are prepared to cooperate fully to expedite the cancellation process. We are not seeking any refunds or compensation for the funds already invested in the timeshare; rather, we simply seek relief from the ongoing financial burden it represents.We appreciate your understanding and prompt attention to this matter. Please provide us with confirmation of the cancellation of our timeshare agreement at your earliest convenience.Thank you for your understanding and cooperation.

  

  Business response

  05/29/2024

  *******************,

  I am sorry to hear about the challenges you are dealing with. I have had our team review your owner profile and they do not show an active contract for you. It appears your contract was closed in 2021. 

  Can you let me know if you have had an recent contact with any of our teams?

  I can send you written confirmation of your contract being closed if you need it.

  Best regards, 

  ********************

  Director, Customer Advocacy

  Customer response

  05/30/2024

  Hello BBB representative,

  Thank you for reaching out. If **** has released us from our contract, I have not received confirmation of that. Is there a way to get something in writing stating that our contract is closed/ void? I still receive occasional communications from **** but not as often as we did when we initially tried to close the contract. 

   

  Thank you, 

  *************************

  

  Business response

  06/06/2024

  ******************, 

  I will send written documents to you at your gmail address. Please keep an eye out for it.

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im not sure what to put in here.

  

  Business response

  05/13/2024

  ********************,

  I have reviewed your owner records and I do not show you have an active ownership contract. Your contract was closed in June of 2022.

  Please feel free to reach out to me with any questions.

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Discrimination against an elderly person with insults Placing in collections before payment is due and charging an extra fee for it. Will add an extra $1,000 if not paid by a date Not allowing a 91 year old out of a timeshare when expressing a financial burden

  

  Business response

  05/08/2024

  ********************,

  I am sorry to hear about the challenges your wife is facing. The refund option is within 15 days of purchase. I can ask the team to reset the stay for you. please advise if that might be an option.

  Best regards, 

  ********************

  Director, Customer Advocacy

  

  Business response

  05/15/2024

  ********************,
  
  I have reviewed our records and I show no ownership contracts that tie back to your name, email or phone number in our records.
  
  Please clarify if you have an ownership contract with us.
  
  Best regards,
  
  ********************
  
  Director, Customer Advocacy.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Desired Settlement Contract Cancelation

  

  Business response

  05/07/2024

  *******************, 

  We do not have an option for you to simply cancel you contract on request. We do have an exit team which will assist our owners in exiting when the developer is looking to reacquire inventory. Have you had any contact with our exit team? They work on an email registration basis. I can send you the information to register with the exit team if you have not previously registered your interest in exiting your ownership contract.

  Best regards, 

  ********************

  Director, Customer Advocacy 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased a 4-DAY/3-NIGHT stay at the property March 9th to March 12th 2024. Part of the deal was to attend a 2 hour presentation about a time share purchase. I called two weeks prior to the departure date and indicated that my wife was not able to make the trip. She recently had surgery December 24t, 2023 and she was not yet fully recovered. Additionally, she is disabled and recovery is different for her. She is a three time cancer survivor and the disease really took a toll on her body. I tried to mitigate the tri p, I offered to transfer it to my parents, which initially was approved, and than denied. I was not able to postpose the trip because I will be out of town during May 26th, the only available weekend they proposed. I believe this is unjust enrichment for a company this size who kept all the money and did not offer the services. Furthermore, my wife was also under the impression that this was non refundable, however I learned that it was refundable two weeks after the purchase. Hyatt could've easily mitigated their loss by rebooking the room. Under contract law both parties need to seek a solution. Here, I ended up on the loosing end. It is highly predatory for this type of business model to function. They kept both the room and the money and we were left without any options!

  

  Business response

  05/08/2024

  ********************,

  I am sorry to hear about the challenges your wife is facing. The refund option is within 15 days of purchase. I can ask the team to reset the stay for you. please advise if that might be an option.

  Best regards, 

  ********************

  Director, Customer Advocacy

  Customer response

  05/08/2024

  This option has been discussed and the dates proposed were not working out. Furthermore, my wife has never been informed of a cancellation grace ******* I already explained all these issues to the customer care and they refused to help. I also proposed to give this package to my family and it was approved and after a few hours someone called and declined the offer. Im willing to negociate a refund, however, Im not willing to spend more money at this resort! It is beyond my comprehension how a business of this size can keep the money without performing on the contract! I have extraordinary circumstances and I will seek legal relief.

  

  Business response

  05/17/2024

  ********************,

  The cancellation option for the package your wife purchased was 15 days from the date of purchase. 

  Rescheduling and Cancellations  Cancellations must be made in writing within 15 days of the package purchase date or package purchase price is not refundable. A refund will be issued within 15 days of the receipt of notice of cancellation. Cancellation notices must be sent to WHV Resort Group, ***** ***************************************************

  Our team is willing to work with you in setting up a stay at a later date that *** work for yourself and your wife. 

  Best regards, 

  ********************

  Director, Customer Advocacy

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached document.

  

  Business response

  04/25/2024

  ************,

  I responded to your prior request to exit your ownership contract. I am sorry to hear you were frustrated with your ownership. I show your ownership contract is no longer active.

  I show you used your owner benefits for stays at our Breckenridge resort, placed your time in for exchange usage and booked one of our Experiences Collection resorts. 

  I do want to address a few points from your complaint. Yes, there are owners that *** have reservation priority over you but that is only for a specific percentage of the Platinum Point Program inventory. The majority of the inventory is held to be booked at 15-months- which all owner have access to with their 15-month advance booking window. You completed 3 purchases with us. During each purchase the information that you have VOA Dues and that they would increase was specifically covered verbally and in writing. You additionally signed a promissory note with each purchase, which clearly defined the repayment terms of your note and included a truth in lending statement that advised of the full cost of your note over time. 

  Please feel free to reach out to me with any questions or if you would like to discuss this further.

  Best regards, 

  ********************

  Director, Customer Advocacy

   

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against **** Resorts regarding deceptive practices and misleading information provided to us during a recent owners' meeting. As loyal customers, my wife and I have been deeply disappointed and financially harmed by the actions of **** Resorts, and we seek your assistance in resolving this matter.During the aforementioned owners' meeting, a **** representative led us to believe that we were "grandfathered" into a new deal, implying that acquiring additional points would be advantageous and financially prudent for us. Based on this information, we made the decision to invest more in ****, trusting that it was in our best interest to do so.However, we later discovered that the information provided to us was misleading and inaccurate. This realization came at a significant cost to us, both financially and emotionally. The financial strain caused by this deceptive communication has been substantial, to the extent that we were forced to acquire a loan to catch up with our finances and avoid potential consequences, including the risk of losing our home.We feel deceived by **** Resorts, having already paid off our account and not expecting further financial burdens. The misinformation from the owners' meeting has caused significant harm, and we firmly believe **** Resorts must be held accountable.We kindly request a thorough investigation into this matter by your office and a prompt resolution to rectify the financial losses we have incurred due to the deceptive communication from **** Resorts' representative. Additionally, we urge **** Resorts to review its communication and sales practices to ensure that other customers are not similarly affected in the future.We appreciate your immediate attention to this matter and kindly request a response within 14 days to address our concerns and outline the steps **** Resorts will take to rectify this situation.Thank you for your understanding and cooperation in resolving this matter.

  

  Business response

  04/17/2024

  Mr. & *************, 

  I was able to locate a contract under ******************* name. I show your ownership was used on a consistent basis from 2015 thru 2021. Your owner history shows 9 reservations after your last upgrade in 2017. Our records show you no longer have an active ownership contract. 

  Please feel free to reach out to me with any questions or if you would like to dis cuss this further,

  Best regards, 

  ********************

  Director, Customer Advocacy

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩