ComplaintsforWHV Resort Group Inc

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a week long reservation with **** Resort in ****. Unfortunately through Travelocity which I later found was non refundable. My mother was hospitalized just recently with Covid and is fighting for her life, I reached out to Travelocity and they were open and willing to help in this situation. This reservation was over $1700 and would be extremely helpful with medical bills. Travelocity and myself have spent over a week trying to get in touch with anyone from this resort to at least let them know if my situation (well in advance). Im sure they make mountains of money but unfortunately is declining my request to cancel this reservation a full month ahead of time. This is honestly extremely distasteful and for my first time experiencing **** resort I dont believe I will be ever. The customer service is horrible. Theres no empathy and its disheartening all things considered.

  

  Business response

  02/04/2022

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

  I am sorry to hear about your mom and hope that she is on the road to recovery soon. 

  I have spoken to our rentals team and I show that **** agreed to cancel your reservation without penalty.  Please reach out to me if you have any questions or need any further information.

  Best regards,

  Hutch *******

  Welk Resort Group

• Initial Complaint

  02/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We recently were enticed into buying a timeshare from **** Resorts (December 18th). After hours on the phone in the last week trying to find out why we hadnt received any paperwork or access to the ownerslounge we finally got set up. To our dismay we have discovered huge misrepresentation as follows:1)Misrepresentation/deception: The 1 week gifted Experience collection package designed to entice us and definitively contributed to us signing. The final closing the deal salesman suggested that this was as he said a $10k value and in particular said his personal favourite was the accommodation at ************************* in ****** as it was and I state simply a top class luxurious resort hotel. When searching this accommodation online I was convinced I had the wrong website. His descriptors were total fabrication as it was very standard/comfortable accommodation but far from exceptional/luxurious. Furthermore, depending on the season prices I found were around $300 per night depending on season. Even if this may go up for certain periods it does not come close to a $10k value so was extremely exaggerated. This was just a blatant lie and sales tactic. 2)Misrepresentation/deception: We made it very clear that we wanted to use many of our points for skiing trips to ****************. We were told categorically that with the wealth of hotel options on II we would easily find options for weekends throughout the ski season. We were also told very clearly that to get the most value out of the ownership and open up more availability options we should exchange our points from **** which has the benefit of getting more out of the points. When i searched this week there were no options from weekend trips from now until April 1st! Nothing; not one hotel, yet I can find multiple options paying options for the same period. This renders the timeshare useless. 3) RCI gifted week cant be used yet 4) Lack of support or professionalisn throughout

  

  Business response

  02/17/2022

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

  I appreciate you taking the time to talk to me last week.  as we discussed, I do not have a late cancellation option for your ownership.  I will follow up with you directly next week in regard to our conversation once I have further information for you.

  Best regards, 

  Hutch *******

  Welk Resort Group

   

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a stay at ********* Resorts near ******* ** and I paid for it through Expedia in full. After checking out from the resort I found the *************** charged my card a second time for the payment. Now both companies do not want to refund me and are only communicating by email. I want my ******* back.

  

  Business response

  01/26/2022

  From: NorthstarGuestSvc <**********************************************>
  Date: Wed, Jan 26, 2022 at 9:09 AM
  Subject: Automatic reply: You have a New Consumer Concern from BBB Serving ******************** Regarding Complaint #********
  To: Better Business Bureau <****************************************************>
  
  
  Thank you for contacting ******************************************************************************** currently experiencing a considerable volume of guest inquiries, and our team is working as fast as they can to serve our guests. So please expect a delay in hearing back from us, but know that our team will be reaching out to you soon.

  

  Business response

  02/02/2022

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

  Please check your email.  I have sent you an update in regard to your refund request.

  Best regards,

  Hutch *******

  Welk Resort Group

  Customer response

  02/03/2022

  
  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,
  
  Ocinda *******
  
   
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was told numerous times by an employee of welks resort that maintenance fees are due in 2023. Have been billed for 2022 to include late fees due to false information

  

  Business response

  02/02/2022

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

  I have reviewed your ownership contract.  I show that you purchased your ownership in 2015 and have an annual usage ownership contract.  There has been no change in your usage variance.  you would have maintenance fees do for your 2022 usage year.

  Please reach out to me if you have any further questions. 

  Best regards,

  Hutch *******

  Welk Resort Group

  Customer response

  02/02/2022

  Your representative assured me countless times that I will not owe anything in 2022. He had already given me false information regarding My account prior and assured me that there was no error this time. Your representative that you have trained to give accurate information gave misleading information on more than 1 occasion. You need to honor what your agent is stating to your customers.

  

  Business response

  02/09/2022

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

  I do not have an option to allow you not to pay your owner obligated maintenance fees based on someone allegedly telling you don't have to pay them.  If you have something in writing from **** showing that is agreed to I would need to see that.  I do not know what the context of your conversation was but any forgiveness of fees would have to be documented and agreed to by ****.

  Best regards, 

  Hutch *******

  Welk Resort Group

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Future Customers Watch Out!We purchased with **** Resorts not knowing what we were getting ourselves into. We thought we were getting into a cheaper more efficient way to travel but we have not. I am a disabled veteran and the stress that **** Resorts has caused me has caused my PTSD and anxiety to skyrocket to the point of not being able to function. They promised us free vacations but expected us to attend long mentally draining meetings in order to upgrade. We were also told it would be easy to make reservations, but in fact, it has turned out to be very difficult. We needed times when our children were out of school, but there was nothing ever available during those times. If you want reservations you would need to book months to years in advance in order to receive the reservation times you wanted. Please do not agree to purchase with them. It has been a nightmare and I am trying to fight my way out of my contract with them as we speak.******************

  

  Business response

  01/18/2022

  **************, 

  I have reviewed your BBB complaint.  I do show that you purchased your **** Platinum point ownership in 2011 and have used it for vacation travel.  **** school vacation times are a high demand time for vacation travel.  The further ahead you can plan those types of stays the better change we will have to secure your reservation either at **** or via exchange.  Your **** platinum point ownership allocated you a 15-month advance booking window when you book a full week stay using your same usage year points.  I am happy to have a member of our ***** Services team assist you with vacation planning. 

  I do not have a late cancellation option for your ownership contract.  **** does have an ***** Release Program for our Platinum point owners that has been put together by our Platinum Vacation *****s Association.  I am sending you that information directly. 

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

  Best Regards,

  Hutch *******

   Welk Resort Group

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact customer service since beginning of December to deposit my points and their phone line comes always busy with more then 100 caller waiting and it almost same situation regardless when you call. I am worried about losing my points and not getting new points due to business going out of business

  

  Business response

  01/05/2022

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

  I have asked our ***** Services team to reach out to you directly and to provide you with any needed assistance.  Please look for a call from them in the next 2-3 business days.

  Best regards,

  Hutch *******
  

  Welk Resort Group

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello I am unable to access both exchanges RCI and ********************** for bookings. RCI says I have no points and when I called them they said it looks like my account was "canceled by ****." When I click on Interval, it asks me to sign in. I called Interval and they said I do not have an account and my phone number cannot be found to create an account. I am requesting **** to fix this and allow me to make exchange bookings per the platinum owner program. Why am I paying VOA fees if I cannot use my points???

  

  Business response

  01/18/2022

  **************, 

  I have been advise by ****** owner Services team that they have a senior agent reaching out to you to assist with your usage concerns.  Yes, **** has shifted exchange partners from RCI to *********************** Please let me know if you have not heard from a member of our team. 

  Best regards, 

  Hutch *******

  Welk Resort Group

  Customer response

  01/18/2022

  No one has contacted me yet. Can they also send me all the detailed terms of our exchange partnership with Interval including cancellation, etc. Thank you.

  

  Business response

  01/26/2022

  **************, 

  I have reviewed your owner notes and show our ***** Services team has been in contact with you in regard to your concerns with exchange.

  Please reach out to them directly for any needed assistance.

  Best regards, 

  Hutch *******

  Welk Resort Group 

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I own a timeshare unit with **** resort. The unit is paid off and we have been on time on VOA due. In Nov-21 we transferred 120K points to *** under ****** contract. When we logged on to the *** website, it showed a travel window up to 12/31/2022 for those points. Then we noticed the email from **** that said our points would expire on 12/31/2021. We then called ***-**** customer service numbers in Nov 2021. The lady on the line told us that we had until 12/31/2021 to book the travel and she recommended booking with a travel date before June 2022. However, when we tried to book the travel during the last week of Dec 2021, we were told that our points were expired and we couldn't use them anymore. *** representative and we were on hold to speak to someone from **** resort for 4 hours with no success.**** resort is a scam. They keep collecting due and make it impossible for owners to book a vacation. They have no right to just cut off our points with *** because they decided not to do business with *** after the acquisition with Marriot. They need to honor my points, which I just transferred in Nov-21.

  

  Business response

  01/05/2022

  Ms. Sarai,

  I have asked our ***** Services team to reach out to you directly and to provide you with any needed assistance.  Please look for a call from them in the next 2-3 business days,

  Best regards,

  Hutch *******

   Welk Resort Group

• Initial Complaint

  12/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a timeshare from **** Resort few years ago and making payments on it. I got behind the last few months because of Covid and sent in two payments that they rejected and returned and turned around and reported 30, 60 and *********************************************************** to make up my missed payments. They also call me every day trying to collect the missed payments. I can now pay the balance that's due but they have to remove the negative late payments off my credit report. I asked them to do that and they said no.

  

  Business response

  01/04/2022

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

  I have spoken to our loans team and reviewed your payment history.  **** does not have an obligation to clear any negative credit reporting based upon your demand that it be done.  The information currently reported in regard to your payment history is correct.  I am happy to have our team assist you with bringing your account current if you would like me to have someone reach out to you.

  Best regards and a healthy 2022, 

  Hutch *******

  Welk Resort Group

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cant get anyone to answer at this business. Are they out of business? I have been trying to call for weeks and I am always the same caller in line. It will repeat that I am caller 8 or 35 and the line never moves. Also the callback option does not work. This is super messed up. I have twice in the past have tried to deposit points and they disappeared. **** told me they deposited but they are nowhere. Now we are about to lose all of our points because COVID kept us from traveling and we cant talk to anyone. This is fraud. They expect me to pay my fee by the end of the year but cant answer the phone?

  

  Business response

  12/23/2021

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

  I have asked our ***** Services team to reach out to you directly to assist.  I show they have had some recent contact in regard to your points getting deposited and are in the process of resolving one final issue.  Please let me know if this is not the case.

  Best regards and Happy Holidays, 

  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. ↩