ComplaintsforWHV Resort Group Inc

• Initial Complaint

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife ****** and I were acquiring timeshare points from a parent and are also owners of a biennial timeshare contract. We met with ****, tour ID ********, who told us, that to combine the points from these two contracts into one, we 1) needed to buy more points to make this happen, and 2) that we would have an *** insider (****) whod coordinate with ***** Services to merge the passed-down parent-owned timeshare points to our *** account. ****** and I purchased ******* additional points from the *** to have the contracts merged and to obtain the benefits of ******* points and reduced maintenance fees through combined contracts.**** and manager ***************** assured ****** and me, given their experience, that 45 days would be sufficient for the transfer to occur and the accounts to be merged by ***. ****** and I provided documentation to **** who would pass on the docs to ***** Services and were on our way with expectations to enjoy the future perks of ******* combined timeshare points.After the contract was signed none of the above promises occurred. ***** Services received parent-to-child notarized transfer authorization, but the other documents given to ************** found in their file and the transfer request was rejected. The transfer request package had to be resubmitted by ****** again with all documents including those previously given to **** for promised forwarding and guiding the merger. The transfer of the timeshare account from parent to child was successful after the second submission.We now have two separate contracts (******* points and ******* points). We will be billed separately for maintenance fees for each contract, resulting in higher fees paid vs having one contract. **** called us in May, his solution is for us to buy more timeshare points, and this will make the contract merger happen. Please combine the points for the promised *******-points contract so we may receive what was promised in exchange for remuneration to ***, ****, and ***.

  

  Business response

  07/11/2024

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

  I am connecting with our team on this. I am not sure what the disconnect is as far as the contract merge. We definitely want you in one single contract.

  I will reach out to you directly with an update once I have one. I need to understand if we have to have you both sign a new contract representing both of the current active contracts. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have reached out about canceling our agreement, but the company has informed us that there are no current options available and that we have been placed on a waiting list. We would like options now instead of waiting. Our timeshare is fully paid off, yet **** Resorts refuses to allow us to hand it back. This situation feels like a lifelong sentence, causing us immense stress as we age and approach retirement. We are deeply concerned about our ability to pay the ever-increasing fees and worry that our children might be burdened with this unwanted obligation in the future It is unfair that we have been stuck with this timeshare for almost 20 years. We were promised that annual fees would remain consistent, yet they have more than doubled since our initial purchase. We also inquired about a buy-back program as a safety net in case we were unhappy with the resort. At that time, we were assured that trusted partner companies would provide various options. However, when we reached out years later, we were informed that no such program exists and were advised to explore third-party companies to sell our weeks. We have expended significant funds to post the resort and attempt to sell it, but these efforts have been fruitless. We feel trapped and drained by this company.

  

  Business response

  07/02/2024

  ****************, 

  First and foremost, thank you for being an owner with us for over 18 years.

  Your complaint makes it sound as though you have registered with our exit team. Can you confirm this for me. If you have, that is where you want to be. We do not have a secondary option for exiting your ownership contract. The exit team will reach out to the registered owners when the developer is looking to re-acquire inventory. They review the need on a consistent basis.

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

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im heartbroken. This company has done nothing but take advantage of me from the start. They lied to me about being able to bring my dog with me, they lied about the fees, and they lied about how easy it was going to be to use this timeshare. I keep getting phone calls regarding my missed payments, now portrayed as urgent matters about my account setup. I paid until the beginning of this year, with taking care of my mother now and all of her bills, I could not keep up with the monthly payment, and considering that I told them this in the beginning, they shouldn't be surprised. I have not answered any calls and will continue to ignore them. ******************** told me that since I no longer am making payments, the only viable way for this ownership to cancel is by way of default. He is not responding to any of my emails (if he does it takes months to hear back from him). No one else was willing to address specific issues that I brought up. With that being said, ******************** also was unable to provide action being taken towards my claims. No one wants to investigate what I was told, but instead, refers me back to the paperwork that no one took the time to review with me. Had I known the statements made by the salesperson were fake, I would have walked away immediately. What a sad situation. I want them to tell me when I will be receiving a cancellation document from my default. Id appreciate a quick response given the circumstances. Ive been dealing with trying to push the company to make changes for over a year now with no success. They dont care because change would mean their loss of protection, customers, and money. Makes me sick.

  

  Business response

  06/28/2024

  ******************, 

  We have discussed your desire to exit your ownership contract. We do not have a cancel on demand option for your ownership contract. As I stated previously, we are more than happy to help you with the usage of your ownership and to connect you with our ********************** team to see what they may be able to do to assist you with vacation planning at pet friendly resorts. 

  I have previously sent you a copy of your Buyer's Acknowledgment of Representations, which was signed and initialed by you when you made your purchase. Item 15 clearly defines the pet limitations at our Platinum Point Program resort locations. This information is also reviewed with you verbally when you made your purchase. 

  We want to assist you with the usage of your owner benefits for vacation travel, we do not have an option for you to simply terminate your ownership contract on demand. 

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

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The original presentation was exhausting and far past the hour we were told that it would take, however that is the least of our complaints. Less than 24 hours after we signed up, we immediately went to the office to cancel. It became immediate that what we were sold and what we were getting was not the same. We were advised at the office that we could not cancel and that we have to write a letter. On 9/16/16 we wrote a letter to rescind as directed by the management team at the office. A month later we received a letter confirming receipt, however advising us that my contract did not have an option to cancel. We felt stuck. We attempted to just use it, but as we already knew the benefits of ownership were far more costly and it became a complete liability. The increase of the maintenance fees became the final straw. We were completely scammed and from the beginning wanted out. We have recently been attempting to communicate directly, however we have been offered zero assistance.

  

  Business response

  06/28/2024

  ******************, 

  I am sorry to hear you are frustrated with your vacation ownership. I show you have had consistent usage of your vacationing benefits since 2017.

  Can you confirm for me if you have registered your interest in exiting with our exit services team? if you have not, I can send you the information needed to register with them. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out directly to the company, but I have been given the complete run around on who to contact or ignored. My original ownership is with **** Resorts, however it seems as though it is under Hyatt which is under Marriott, but none of them are able to assist. My ownership has become a significant liability and the outrageous fees and lack of benefits are something I can no longer continue. I have attempted to contact all contacts listed on my paperwork, but have been ignored. I am looking to communicate in good faith to cancel my ownership.

  

  Business response

  06/24/2024

  **********************,
  
  I am sorry to hear you are frustrated. I will email you the information to register with our exit team.
  
  I show you have had usage in 2021 and 2022. The last contact you had with our ***** Services team was in July of 2022, which centered around questions regarding the World of Hyatt. We would like to help you with the usage of your owner benefits. I am happy to have a member of our ***** Services team reach out to you directly, if that is something you are amenable to. You can let me know via return email.
  
  Best regards,
  
  ********************
  
  Director, Customer Advocacy

  Customer response

  06/24/2024

  BBB Rejection-
  ******************,
  
  Thank you for taking time and giving our situation some needed attention. At this time, we are taking your advice and replying back to the email directly, however we are choosing to reject the business decision at this time. Although we remain hopeful that we are able to reach a resolution, our concern has been the lack of communication. Our correspondence from July of 22 left us more questions than were answered. Also  we have received communication from this year and our emails sent on 03/04, 04/01, and 05/21 have all been ignored. 
  
  **** and *****************************

  

  Business response

  07/02/2024

  Mr. & ***********************, 

  If you are registered with the exit team that is where you want to be. Your owner obligations are current, please keep them current to make sure you get an offer to exit when the exit team gets to your spot on the list. If you obligations are non current they will bypass you and go to the next person on the list. 

  Please feel free to reach out to me if you have any questions.

  Best regards, 

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

  Director, Customer Advocacy

   

• 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

*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. ↩