ComplaintsforWHV Resort Group Inc

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2015, I was duped into purchasing a **** Resort during a high pressured sales pitch. At the time, I was an unemployed and had just transferred to a four year college. The sales professional persuaded me to lie about my income and knew that I was a single mother of two sons. My ************************************************************************** a very vulnerable state. Additionally, I didnt know what I do now about finances and was completely taken advantage of with a **** interest rate.

  

  Business response

  03/22/2022

  ******************, 

  Thank you for taking the time to talk to me last week.  I sent you a follow up email.  Please reach out to me if you have any questions.

  Best regards, 

  Hutch *******

  Welk Resort Group

  Customer response

  03/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been a Lawrence **** owner for 20 years now and havent had any major problems until now that **** Resort has been sold to Marriott. I booked a vacation to ************ in 2020 through RCI, but was forced to cancel due to COVID restrictions. The 240K points I was going to use for my vacation stayed deposited with RCI, with hopes of using the points in 2021, but again was not able to schedule a vacation due to COVID. In December of 2021, I received an email from RCI, which I still have saved with my records, that stated I had until June of 2022 to use my points. Come ******* of 2022, I was finally ready to book a vacation, only to find out my 240K points were GONE!!I had just paid my $2000 maintenance fees early in December, so I am beyond frustrated, upset, and in total disbelief that my points are gone. The many, many calls Ive made into **** Resort and RCI have been met with them telling me Im out of luck because I only had until the 12/31/21 to use or lose my 240K points, despite me having saved the email that tells me I have until June, 2022 to use them. This is a complete scam and a bait and switch tactic. To think this is the treatment I get after 20 long years of diligent membership. I refuse to lay down and let them walk over me. My wife and I are retired and ready to get out after being on lock down due to COVID. Lawrence **** Resort and RCI need to do the right thing, which is to restore back my 240K points to correct their injustice in how they have chosen to handle this situation. Lastly, it is clear from my many conversations with **** Resort and RCI that they could care less about their members. Their only concern is about money and how much of your money they can get; and once they get it, they want to keep it by doing the least amount as possible. They need to restore back my 240K points to my account as resolution. Anything less of that is highway robbery.***********************

  

  Business response

  03/09/2022

  ****************, 

  I asked our ***** Services team to reach out to you directly and assist with your concerns.  I have been told they have. Please let me know if you need anything further.

  best regards, 

  Hutch *******

   Welk Resort Group

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am an owner of **** Resorts time share points. I have tried to contact them for several months. No one answers the phone. When you call, you cannot leave a message. They do not respond to emails. The website has been updated and owners cannot interact with customer service through the website. There is no way to use my points; however, last year they cut my points in half because I did not use them. That is an unfair business practice.

  

  Business response

  03/09/2022

  *******************, 

  I apologize for the challenges you have had in reaching our team.  I have asked them to have someone reach out to you directly to assist you.  Can you let me know if someone does not contact you in the next ***** hours.

  Best regards, 

  Hutch *******

  Welk Resort Group

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

  Customer response

  03/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have sent different guaranteed mail letters surmising embracing and the procedure for how they stayed aware of different brutal and dangerous things on my credit report and have not gotten back anything in over 35 days for these records that are obviously misguided and counterfeit records. This credit boss is excusing the law and taking advantage of me and this has caused a principal weight on my life. The most recent ensured letter I sent was 01/07/2022. I have added the *** I recorded which conveyed off them.I DEMAND that everything is killed and if the move isn't made I will *** in little cases court in my city and the affiliation should come and address themselves.

  

  Business response

  03/14/2022

  ********************, 

  If you have questions in regard to anything being reported by **** please direct those questions to this email.  ******************************   They should be able to answer any of your questions.  

  Best regards, 

  Hutch *******

  Welk Resort Group

   

• Initial Complaint

  02/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I became a **** owner in Nov ****************************************************************** title paperwork. I have emailed title services multiple times but they have not responded to me.

  

  Business response

  03/04/2022

  **************, 

  This is not something **** would control.  This will be coming to you from the title company that handled the transfer of the ownership into your name.

  Best regards, 

  Hutch *******

  Welk Resort Group 

  Customer response

  03/04/2022

  How can I contact the title company to follow up on this?

  

  Business response

  03/09/2022

  **************, 

  My understanding is our team provided this information to you on February 26, 2022.   

  This is not a forum where I would post that information.

  Best regards, 

  Hutch *******

  Welk Resort Group

• Initial Complaint

  02/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My parents purchased a time share with this company. they do not speak or read English really well. when they purchased the time share they were told they could use it when ever they like just with a reservation and that they could cancel their contract when ever they wanted. when they signed the contract they were not provided with a Spanish contract nor were they given someone who spoke their language to go over the contract when they signed it. upon inspection the terms of he contract and what they were told are way different. this company took advantage of their lack of understanding to fraudulently sell them this useless timeshare. we have contacted the company to try and cancel the contract or relinquish the deed that my parents have paid for the last 2 years and they keep telling us there is no way out. i am appalled by the scrupulous tactics these people have used on their unsuspecting clients .

  

  Business response

  02/28/2022

  **************, 

  I am unable to comment or respond to you in regard to questions about your parents **** ownership.  Please have them reach out to me via email.

  Best regards, 

  Hutch *******

   *****************************

  Customer response

  03/02/2022

   Hello Mr. ******

  Do you speak in Spanish ,that way my mother can send you the email in Spanish
  

  

  Business response

  03/09/2022

  **************, 

  I do not speak Spanish.  Please have your mom send me an email and I can have it translated and respond.  If she would like you to be the point of contact she can give me authorization to talk to you in that same email.

  Best regards,

  Hutch *******

  Welk Resort Group

   

  Customer response

  03/19/2022

  Perfect i will have her email you ASAP thank you for your prompt response

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Resorts doesnt care. I write letters and get no response. I send an email, no reply. I call, and am on hold for over an hour. I request a call back, I dont get one. I need help. I need someone to listen. Your customer service is terrible. No one is doing anything. The only calls I have gotten is from a very rude man who has tried to schedule me for a sales meeting. This is bringing me to tears, my husband has passed and I just need someone to help me cancel my account and not ****** me for money any more. Dont trust them and dont buy from them.

  

  Business response

  02/28/2022

  *****************, 

  I believe our team has reach out to you directly.  Can you let me know via return email if that is not the case. 

  Best regards, 

  Hutch *******

  Welk Resort Group

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

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I have the same issue as other complainants here.I cant get anyone to answer at this business , phone lines are always busy. Been trying to call them and keep telling me that i am caller 30 / 35 and line never moves. Their callback option #2 ...still doesn't work for me. Considering this has been a complaint for a few times, I would think they would have fixed this by now.I just wanted some help on booking a reservation since you can never book anything on their site.. it always says that its outside the reservation window or no available units for the selected area and time window.Also wanted to ask them if they can un-cancel the 48k points from 2021 since there was the travel restriction due to the covid issue.member id: *******

  

  Business response

  03/02/2022

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

  I have asked our ***** Services team to reach out to you directly and assist.  Please let me know if they have not been in contact with you in the next 48 hours.  

  Best regards, 

  Hutch *******

  Welk Resort Group

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

• Initial Complaint

  02/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We upgraded our membership with **** last fall, and it has been a hustle ever since. First, we were unable to log in to our account, then we were not able to log into Experiences by ****. After calling several times, and being over 1h on hold, those issues were finally resolved, but the most important one. **** membership comes with Gold membership with *********************** but **** did not extend our membership with Interval, so we can not use the Interval website for booking. Interval is very clear about it, they can not take any booking from us until **** fixes the problem. After over 4 hour on hold over 4 days, **** fails even to recognize the issue. We just want to get what we are paying for, that is all. We simply want the access to Interval, **** needs to do what they are supposed to do and all will be solved.

  

  Business response

  02/16/2022

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

  I am sorry to hear about the challenges you are experiencing.  I have asked our Director of ***** Services to have someone reach out to you directly and assist you directly. 

  Can you let me know by return email if you do not hear from someone in the next 48 hours.  We will get this sorted out for you.

  Best regards, 

  Hutch *******

  Welk Resort Group

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

  Customer response

  02/18/2022

  Thanks for looking into our membership issue. Indeed, we got a call from customer service representative but it was totally irrelevant to the issue. She left a detailed instructions how to log in to Interval website or call the dedicated line. These is NOT the issue. Our account with Interval is active due to **** not extending it with Interval. Until it is fixed on the **** side, anyone telling us what we already know and use for years is not resolving the issue.

  

  Business response

  02/25/2022

  *****************, 

  I am assuming from our emails that this is resolved.  If there is any issue, please reach out to me directly.

  Best regards and continued good health, 

  Hutch *******

  Welk Resort Group

  Customer response

  03/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I am considering this complaint resolved. **** acted quickly and promptly.

  
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** customer service has gotten worse over our 8 years of ownership. In the past several years, we were promised a "personal concierge" then given a direct email to two people. They ignored EVERY email after we left the building, and we unreachable by phone despite numerous messages left. Recently, they updated their website and it no longer works. I tried to arrange payment for our annual maintenance dues but the website gave me an error dozens of times on multiple devices and browsers. I then called and emailed and never received a response. Then I was given a ~$300 late charge for my maintenance dues which I had tried to arrange payment for and was unable to because of THEM. I am now attempting to arranged a trip and the website is still not working. It deletes all my search information or tells me there is zero availability in the WHOLE state which is hard to believe for the time I'm looking into. Additionally, *** (the company they are contracted with the provided timeshare trading opportunities) is no longer available on the site. There used to be a direct link to the *** site. Now there is not. I attempted to go directly through the *** website, but due to the relationship between the companies, that isn't possible either.

  

  Business response

  02/17/2022

  Mrs. Iwamizu,

  I apologize for the challenges you are encountering.  I have reached out to both teams (VOA and ***** Services) and asked them to have a senior agent reach out to you directly to assist.  Please let me know if you do not hear from anyone in the next 72 business hours.  

  Best regards, 

  Hutch *******

  Welk Resort Group

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

*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. ↩