ComplaintsforHV Global Group, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are Hyatt timeshare owners and have requested to exit the program in the past. We only get our points in odd years. For 2025 we chose the option to convert our timeshare points to World of Hyatt Bonus Points (on 1/12/2024) since the desirable Hyatt timeshare properties are never available at a time that we can travel. The Bonus Points allow us to book hotels and the like. They made us convert our 2025 timeshare points in 2024. I thought we had to wait until 2025 to use the Bonus Points so we have not used any.Hyatt ********************************* emailed me on 8/30/2024 and said that we could relinquish our timeshare at no cost. I accepted the offer but was later told that we have no points to relinquish (given the conversion to Bonus Points). They advised me to call 1-800-GO-HYATT and ask them to reverse the conversion. I called on 9/2/2024 and was told that it's irreversible; I asked for a supervisor (***** *.) and he said the same. I found it hard to believe that they couldn't accommodate so I asked to talk to his leadership. He promised to call back within 48 hrs.I received a call from ***** *. today 9/4/2024 and he said he talked to leadership and they cannot reverse the conversion. His leadership refused to talk to me personally. I believe it to be a policy issue and not a system issue. My problem is that they offered to let us exit and now they're holding us hostage for something that could be easily reversed. We don't enjoy the program any more because no desirable properties are ever available when we can travel (our children are in middle school). Now they're making us stay and we'll have to pay more than $2000 for the 2025 dues. We haven't used the Bonus Points so I just want them to take them back and let us exit. I hope you can help. Thank you.

  Business response

  09/06/2024

  Mr. ******, 

  I can confirm for you there is not an option to reverse the conversion of your Platinum points into World of Hyatt points. Once the transaction is made the conversion is permanent, it is not reversable. I show you converted your 2025 usage year Platinum points into World of Hyatt points in January of 2024.

  The decision to convert your 2025 usage year points has to be made prior to January 1, 2025. Yes, if your 2025 usage year Platinum points have been converted into World of Hyatt points, they have been used. You will need to pay the *** Dues for the 2025 usage year for your Platinum points when that bill is issued, because the 2025 usage year points have been used. 

  I do show you are registered with our exit team. That is where you want to be. They are working through their list of registered owners. 

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

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer response

  09/06/2024

   
  Complaint: 22239174
  
  I am rejecting this response because I have not used any of the World of Hyatt points that we converted in Jan 2024. It was my understanding that they couldnt be used until 2025. Plus your rules stipulate that they must be converted prior to the year theyre awarded.  If they werent available then why did you offer the exit to me last week?
  

  The solution I propose is fair - take the points back and allow us to exit this year. 
  
  Sincerely,
  
  ****** ******

  Business response

  09/13/2024

  Mr. ******, 

  Our team should have not made you that offer; they made an assumption that your 2025 usage year points had not been used. When the team found out your points for 2025 had been used, the offer was withdrawn.

  There is not an option to unwind your conversion of your 2025 usage year Platinum points into World of Hyatt points. Once you make the decision to convert your Platinum points into World of Hyatt points, it is not reversable. The earliest you will be able to exit your ownership contract is in the usage year of 2026. 

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

   

  Customer response

  09/28/2024

  I answered the day I received their response that I was not satisfied - the ball was in their court to respond, not mine. They need to take back the points and allow me to exit this year. 

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife purchased a vacation package from Hyatt ************* for a total of $1094.00. The vacation was for Hyatt ************* at ************************ Transpeninsular Km 4.5, ******************************, B.C.S. ***** (Check-in: Sun, August 11, 2024 Checkout: Thu, August 15, 2024 Confirmation Number: ******* and Presentation Number: ********). Prior to the trip, I tested positive for covid and had strong symptoms becoming incapable of traveling. For the safety of the public and my well being, we decided we couldn't make the trip. As an accommodation, my wife requested from our vacation advisor, *****************************, that our trip be rescheduled, but her manager refused and our trip was cancelled on 8/10/2024. My wife also made a second request, asking for an exception to reschedule or a refund for the charges due to our extenuating circumstances. Currently, we're waiting to hear back on that request. I, who served in the US Army, developed an illness that was beyond my control and wanted to contain my illness and prevent the spread of covid, so it was necessary to not fly internationally. Will you please work with us on providing a refund or allowing us to reschedule for next year? We were strongly considering purchasing a timeshare with Hyatt, so we'd still like to attend our presentation in ******, but we'd definitely accept a refund.

  Business response

  09/06/2024

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

  I have been in contact with our team at ********************. Please look for an email form them.

  They have submitted a request to extend the timeframe for you and will be emailing you an update and contacting you to book your stay dates.

  Please feel free to reach out with any questions.

  Best regards,

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

  Director, Customer Advocacy. 

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Our vacation advisor, ************;*******, reached out to us today (9/6/2024) and extended our vacation package to July 2025.  In addition, we've been advised that we can change our trip from **** to other locations as well!  Thank you guys for this!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am submitting a formal complaint against Hyatt ************* (**** resorts) due to lack of service accessibility and their refusal to facilitate a timeshare exit.Despite a significant investment of over $30,000, including mortgage and maintenance fees, we are unable to use the benefits of the timeshare promptly, hindering flexible travel. Attempts to negotiate an exit from the timeshare have been flatly refused by Hyatts exit services, even though the timeshare is fully paid for. They claim they have put me on a list, and I will be notified, but I do not want to wait around and wait for an exit opportunity and end up having to pay them more maintenance fees.We are in a state of distress, feeling trapped by this financial obligation. Our request for assistance is simple - help us relinquish the timeshare and cease the recurring financial burden.Any support you can provide to expedite this process will be greatly appreciated.

  Customer response

  08/26/2024

  ---------- Forwarded message ---------
  From: ************************* <********************>
  Date: Mon, Aug 26, 2024 at 12:59 PM
  Subject: Last interaction w/ Hyatt VC
  To: <************************************>
  

  
  
  

  Iucia,

  
  

  Last interaction w/ Hyatt ************* was July 16, 2024.

  See below.

  
  

  
  

  Good day,

   

  Unfortunately, we cannot assist you with exiting since we currently do not have an exit option or hardship program. Exit options, if any, are at the discretion of the company and can change at any time without notice.

   

  As previously advised, we have registered your interest, and we will contact you if an exit option becomes available. If you cannot afford the payment, your account will be in default. Please contact ************** to learn more about the default process.

   

  You can pursue exiting on the external market. We cannot recommend any external brokers as we have no way of monitoring them. When researching an external broker, we recommend you do not give money up front, commission or fees should be paid after the transaction completes.

   

  KAYMARI ***** Manager II, Exit Services *********************************** HYATT VACATION OWNERSHIP

  
  

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

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

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

  Business response

  08/26/2024

  ********************, 

  I can confirm for you that you are registered with our exit team. There is not an option for you to move to the front of the line. We work off of the registered list to make sure the process is fair. 

  I do show all of your obligations are paid in full and up to date, please make sure you keep them current. If there is a balance due when the exit team gets to your spot on the registered list, they will bypass you and go to the next name on the list.

  Fortunately for you, your next usage year is 2026, so we have some runway before you get your next bill for maintenance fees. Our exit team will continue to work through their list of registered owners and will reach out to you when they get to your spot on the list.

  We do want you to use the time you have paid for. Our ************** team can help you with booking your time until you receive an offer to exit. 

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

  Best regards, 

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

  Director, Customer Advocacy

   

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2023, we signed up to become owners with the Hyatt ************** Shortly after realizing that the bonus points were not in our account we reached out to the Hyatt and asked why our bonus points were not in our account as promised to make our Africa Trip in January 2024. They confirmed that it was due to a 6-month rule that was not in our contract. I since then have contacted Hyatt numerous times and complained to the owner service center since November to get this resolved. I was lied to by ***** in sales and one of the sales manager ***** who promised me they will get the situation resolved over the phone. Later down the line the story changed and so did Salem resolution! He emailed and informed me I could not end my ownership and that I had to wait for 6 months to get my bonus points. It took till May 2024 to get my bonus points from ******************* after attending a owners update meeting. Now my account is in collection with ********* due to my Maintenace fees not being paid. ALL I WANT AT THIS TIME IS FOR HYATT TO TAKE MY ACCOUNT OUT OF COLLECTIONS AND ALLOW ME TO PAY MY MAINTENANCE FEES WITHOUT LATE FEES BEING THAT THEY CAUSED THE DELAY OF PAYMENT DUE TO MY MISSING BONUS POINTS !

  Business response

  08/23/2024

  Mr. & ***************,

  I appreciate you both taking the time to talk to me and for outlining your concerns. I will follow up with both of you early next week.

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our concerns primarily revolve around the misleading information provided to us during the purchase process and the lack of support in addressing our grievances. When we contactsed their ************* team for assistance in exiting our timeshare, we were met with a disappointing response. Despite the team being named *************, they outright refused to provide any viable exit options. During the time of our purchase, we encountered difficulties comprehending the terms and conditions outlined to us. We were explicitly told that paying the maintenance fee was optional unless we intended to use the points for the current year. However, we later discovered that the maintenance fee was mandatory regardless of point usage. The ease of booking vacations, a key promise made by Hyatt ************** turned out to be far from reality. Despite our continuous efforts throughout 2023, we consistently faced unavailability when trying to book, forcing us to defer our points to the following year. This lack of accessibility, especially concerning our desired destination of *********, starkly contradicted the convenience and flexibility initially touted by the company. The sudden and significant increase in maintenance fees further exacerbated our financial burden, making it unsustainable to maintain our membership. This financial strain was compounded by the limited vacation options due to perpetual unavailability and the doubled points required for certain destinations, rendering the membership practically untenable. The assurance of being able to secure two weeks anywhere with 180 points was not honored, specifically in relation to the unavailability of ********* for the upcoming year, despite our prior successful booking experiences. It is disheartening that there are no exit options in place to assist owners like us who were misled and pressured into purchasing the timeshare under questionable circumstances.

  Business response

  08/06/2024

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

  I am sorry to hear you are frustrated with your vacation ownership. I show that you owner ******* annual usage Platinum owner points. I do not show a lot of contact with our ************** team in regard to using your owner benefits. In fact, I do not show any contact with our team in 2023. 

  I can verify you are registered with the exit team as of April 8, 2024. I also want to address you statement on your VOA Dues, the fees have to be paid whether you use your points or not. You can always extend the usage of your points by moving them into Interval Internationaal for future usage. This extends their expiration date by 2 years. 

  We would like to help you use your owner benefits. There are a number of excellent vacationing options available to you. Using your time, which you have paid for, does not prevent you from getting an offer to exit when the exit team gets to your spot on the registered list.

  Please let me know if you would like me to have someone reach out to you directly to assist with the usage of your ownership. 

  Best regards,

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

  Director, Customer Advocacy

   

   

  Customer response

  08/08/2024

   
  Complaint: 22069696
  
  I am rejecting this response because:

  ******************,
  
  
  I appreciate your efforts in reaching out to assist with our concerns. However, I want to reiterate my disinterest in using our points and our urgency to exit the timeshare agreement immediately. While I acknowledge being registered with the ************* Team since April 8, 2024, we cannot wait for an option to become available. If there are delays in the exit process, I wonder about the effectiveness of the ************* Team. We are eager to explore options to expedite the termination of our timeshare agreement. 
  
  
  Thank you, 
  
  
  ***** and ******************************;
  
  

  
  
  
  

  Business response

  08/14/2024

  Mr. & *********************, 

  There is not an option for you to circumvent the exit team process.

  The team works off of business need. When the decision is made to reacquire inventory, they will reach out to the registered owners based off of when they registered their interest in exiting, to make sure the process is fair. 

  Using your time does not affect your chances of getting an offer to exit. We want you to use the time you have paid for while your wait to get an offer from our team.

  Best regards, 

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

  Director, Customer Advocacy

  Customer response

  08/24/2024

   
  Complaint: 22069696
  
  *****************, 
  
  
  We get that there's a fair system for everyone, but we really need to get out of this now. We're not looking to use the time or hang around for something to open up. Can you at least give us an estimated timeline or date when we'll hear about an exit option? 
  
  
  Thank you, 
  
  
  
  
  ***** and ******** ********
  

  Business response

  09/06/2024

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

  I do not have an estimated time for you to get an offer to exit. The team will reach out to you via email, when they get to your spot on the list.

  There is a small balance due on your VOA Dues. Please reach out and get that addressed. The exit team will bypass you when they get to your spot on the list if there is any money outstanding on your note or for your VOA Dues. 

  As I mentioned previously, we would like to help you use your owner benefits. There are a number of excellent vacationing options available to you at our Platinum point resort locations and via exchange. Using your owner benefits does not prevent or delay you from getting an offer to exit when the exit team gets to your spot on the registered list.

  Please let me know if you would like me to have our team reach out to you directly to assist you with the usage of your ownership. 

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are writing to file a formal complaint against Hyatt ************* regarding our ongoing struggle to exit our timeshare agreement. Despite our efforts to navigate this process, we have encountered significant obstacles that have left us feeling frustrated and misled. We had reached out to their ***** Services team, who directed us to their **** Services team for assistance with our exit request. However, the **** Services team claimed to have no available exit options. This is deeply troubling, especially considering the misleading nature of their team name**** Serviceswhich falsely implies a commitment to assisting customers in exiting their timeshares. The circumstances surrounding our acquisition of the timeshare only serve to exacerbate our dissatisfaction. My wife and I were lured into attending a meeting under the pretense of receiving a complimentary vacation, only to find ourselves trapped for hours with our children in tow. Despite our reservations about the deal, the coercive tactics employed during the meeting left us with no choice but to reluctantly agree to the timeshare arrangement. Throughout the presentation, we were bombarded with grandiose promises of luxurious vacations and misled into believing that this investment would be a prudent choice for our family. The emotional manipulation tactics included emphasizing the precious memories we could create with our children, creating a sense of urgency by falsely claiming that the offer was time-limited, and subjecting us to undue pressure from managers and supervisors. The lack of transparency surrounding the benefits and utility of the timeshare has further compounded our distress. The information provided in the certificate we received is vague and ambiguous. We were left uncertain about how to utilize the timeshare. This entire ordeal has left us feeling deceived and scammed.

  Business response

  08/01/2024

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

  I have reviewed your owner history. I show that you and your wife chose to purchase your Platinum point ownership on February 19, 2024, and then chose to upgrade your ownership on March 9, 2024. The initial usage year for each of your contracts is 2025. Your owner history does not show you have ever tried to use your owner benefits, which do not start until 2025. Our team reached out to you repeatedly to do a new owner education call, without a return call. The only contact I show is a call in May of 2024 asking to exit your contract. 

  We do not have a cancel on demand option for your ownership contract. The qualification parameters of the exit team include all of your owner obligations being paid in full. 

  We would like to help you work through any ownership concerns or challenges and help you get all you want out of your ownership. The initial usage of an ownership may seem difficult, especially when dealing with several different departments. I am more than happy to have our ***** Services team personally assist you with the best practices for the usage of your Platinum point vacation ownership for vacation travel.

  Please know that we are here to assist and guide you through your ownership to make sure you are enjoying it to its full potential.

  Please feel free to reach out to me directly with any question.

  Best regards,

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

  Director, Customer Advocacy

   

  Customer response

  08/01/2024

  I printed the paper out then took a picture of the paperwork sign. 

  Customer response

  08/12/2024

  I sent in the paper work as a pdf file was it not received?

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have tried diligently over the last six months or so to communicate with Hyatt Vacation directly on a cancellation option. They have told us that they do not have an exit program available. We also heard from Customer Advocacy which we were hoping would do as their department indicates and advocate for us as owners, and they have truly failed to do so. Their cop-out is to place us on a special list that is supposed to let us know when an option to cancel is available. This is just unacceptable. We have paid them all the money they asked for, and we have explained that this is not a cost we can maintain in retirement. We were told that if we bought it and changed out minds then they would buy it back from us. When we asked about this, they just said, no buy-backs for the foreseeable future. So this was a lie and no one will do anything to rectify that. This seems like an unacceptable business practice. Then telling us that we only had 7 days to cancel. This statement is directly contradictory to what was told to us when we bought it!

  Business response

  08/16/2024

  ****************, 

  I am sorry to hear of your frustration. I do show that you and your wife purchased a Ka'anapali 2-bedroom week. We do not have an active exit option for your Ka'anapali Beach contract. We do not have an option that would allow you to simply cancel your contract post rescission and receive a refund of monies paid for your ownership.

  There was a reason you made this purchase initially. Our team can certainly help you with booking your time in **** or moving your time into ********************** for future usage to make sure it does not expire.

  I am happy to connect with you and discuss this further, if you would like.

  Best regards, 

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

  Director., Customer Advocacy

  Customer response

  08/26/2024

   
  Complaint: 22066276
  
  I am rejecting this response because:
  ******************/****************,
  
  It's ***etting to hear theres no active exit option. Why is this the case? What has transpired that your office has decided to make the exit option inactive? I have already been told that we should try to sell it on our own, but its pretty obvious people dont want them if Hyatt themselves dont want them back. Hutch, we were specifically told when we bought it that if we changed our minds, Hyatt would buy it back. Why are you not sticking to the facts that were told to us when we bought it a little over a year ago? I sure hope your salesmen arent telling people that now! Its costly, not worth the purchase, and we need to exit. Please appeal to the higher-*** or provide us with some management contacts so we can do so ourselves. This simply isnt acceptable. 
  
  Thanks,
  **** & *******************
  Sincerely,
  
  ***************************

  Business response

  09/10/2024

  BBB Team,

  We have reviewed with **************** that it specifically states in his ownership documents that there is not a buy-back option for his contract. He has the option to sell his ownership on the resale market. We have offered to provide him information in regard to selling and he has declined, stating that he is converting his week within the program and using the points the week is converted to, so they are not lost.

  We have additionally offered to assist **************** with placing his time in the rental program to help offset his costs, which he additionally declined. We do not have an option for **************** to simply return the ownership contract.

  Best regards,

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

  Director, Customer Advocacy

  Business response

  09/11/2024

  BBB Team,

  We have reviewed with **************** that it specifically states in his ownership documents that there is not a buy-back option for his contract. He has the option to sell his ownership on the resale market. We have offered to provide him information in regard to selling and he has declined, stating that he is converting his week within the program and using the points the week is converted to, so they are not lost.

  We have additionally offered to assist **************** with placing his time in the rental program to help offset his costs, which he additionally declined. We do not have an option for **************** to simply return the ownership contract.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

  Customer response

  09/16/2024

   
  Complaint: 22066276
  
  I am rejecting this response because:
   BBB - 
  
  We have reviewed ******************** response, and he makes it seem like his office has provided us with actual solutions, but that is not the case. Yes, we have declined any option presented to us that requires us to use and keep our timeshare. We need to cancel our timeshare, not rent it or convert it. Those solutions are not adequate. We should be able to return the ownership, as the timeshare we bought was not what it was promised it would be. The fees are increasing at an unreasonable rate, the points system is difficult to use, and the big issue is that we were told that if we bought it and changed our minds, they would buy it back. Now, apparently, they can just change their minds. Its unacceptable that they wont just take it back. So no, the solutions that require us to continue being owners arent enough for us.
  
  **** and *******************
  
  
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My family and I have been trying to cancel our contract for several months now, but it appears our efforts have fallen on deaf ears. When we first signed up with ****/Hyatt in 2020, we were promised a host of services and benefits that unfortunately, have proven to be non-existent. Since the commencement of our contract, we haven't utilized the timeshare once, due to the glaring discrepancies between what was offered and what is actually available. It's absolutely disheartening to see our hard-earned money being wasted on services we aren't receiving.Adding insult to injury, their company is unreasonably demanding that we pay off an open loan for the timeshare before we can exit the contract. This, despite the fact that the services for which we're in debt have not been provided. One can't help but view this as a seemingly calculated and unjust scam.

  Business response

  08/05/2024

  Our records indicate that ******************* contacted our corporate **************************** earlier this year.  ******************* asked to be able to relinquish their Platinum point ownership contract.  While we are sorry to learn about the difficulties Mr. ***** ******************* expressed within their complaint related to using their ownership interest, this is not just cause for the organization to terminate their ownership. We have a team of Vacation Advisors who are dedicated to assisting our owners with maximizing the use of their ownership interests. The telephone number to our ********************* is 1-800-GO-HYATT. A review of the owner usage history shows minimal calls by Mr. ***** ******************* to our ************** team in regard to using owner benefits for vacation travel. 

  We do not have an exit on demand option for our ownership contracts. Yes, we do have an exit team. The parameters of participation in the exit team program include the owner obligations being paid in full. 

  We would like to help Mr. ***** Mrs. ************;work through any ownership concerns or challenges and help them get all they want out of their ownership. We are more than happy to have our ************** team personally assist them with the best practices for the usage of their Platinum point ownership for vacation travel.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Hyatt gold passport account number is **********. My ********************** member number is 1-147021, contract number 9416.I'm Hyatt member since 2002. I Paid $1631.56 for 2022 maintenance fee on 1/8/2022. Since the Covid-19 pandemic, we were still awaiting the vaccination in 9/2022 and we were afraid to travel, thus we didn't use our time share. Now the pandemic seems calming down, we called the Hyatt vacation club customer service to reinstate our credit &/or points (1300 points), but the agent refused. This is unfair for the customer. We paid the money but we don't received the service. We are not supposed to be punished due to pandemic. I strongly request Hyatt reinstate our credit or points to be a fair business.

  Business response

  07/11/2024

  We appreciate having the opportunity to respond to Mrs. ***** concerns and thank her for her loyalty as a tenured member of the Hyatt Vacation Club.

  In a review of the membership account, we reflect that the members points from her 2022 use year have expired.  We are sorry that she was unable to deposit in the extended external exchange prior to their expiration.
  

  Although expired points cannot be extended, we have made arrangements for a 2-bedroom deposit with ********************** as a sincere gesture of goodwill.  The deposit will be valid for external exchange travel for one year, and ********************** terms and exchange fees will apply.  We anticipate deposit completion within 3 business days.
  

  It is our pleasure to serve our valued members.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Over the past several years, I have made multiple attempts to make meaningful contact with Hyatt Residence Club via email to discuss my concerns and seek a resolution. In May 2024, I submitted a detailed email outlining my grievances and requesting a contract cancellation. Despite my repeated efforts, I have not received any response from Hyatt Residence Club. It has now been over six months with no acknowledgment or reply, which is unacceptable and has only exacerbated my frustrations.Recently, I submitted a complaint to the ********************* of ************ which reviewed my case and advised me to pursue a deed instead of foreclosure as a possible resolution. This advice came after I had experienced the significant financial and emotional toll this situation has taken on me.

  Business response

  07/31/2024

  ******************, 

  We have responded to your prior requests and complaints filed in regard to your demand for ownership termination.

  As you are aware, we do not have an option for you to simply terminate your ownership on demand. Your owner history does not show any contact with our ***** Services team since 2018in regard to using your oner benefits for vacation travel, outside of an email about using the Beyond Program in February of this year.

  We are more than happy to assist you with the usage of your owner benefits, as long as your owner obligations are current. 

  Please feel free to reach out to me if you would like to discuss 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. ↩