ComplaintsforResort Condominiums International, Inc.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This entire issue started in 4Q2021 when I reserved a week of time just before Christmas at Vacation Villages (**) in central *******. As a result of this reservation my RCI points were reduced to 19 pts. The time & experience at ** was atrocious. See ************************************ Late December '21 communications with an RCI agent, I was still frustrated about the ** experience & indicated that I would be reaching out to RCI after January 1, 2022.RCI agent indicated in early/mid January 2022 that she was working on the ********** might take some time to get back to me. Nothing from RCI! I have communicated at least three (3) times without any response either from her or others within RCI.I reached out again to RCI in mid February via external Chat messages on RCI website asking for a person/department to which I could connect with regarding an issue. I was told that this information was not available.Sunday, March 6, 2022 I logged into my account and got connected to ****** who, essentially, offered an extension to January **** for $149. I accepted the offer and ****** charged my "****" credit card and then stated that the extension was until December 2022 which wasn't what I had agreed on. ****** responded that the extension was for "12 months" to December 2022. "12 months" from March, 2022 isn't December 2022. Obviously something is missing as I justifiably relied on the "January ****" and ****** can't count months. In a challenge to ****** on the termination date (January **** vs December 2022) ****** fully terminated the Chat session NOT allowing me to respond nor "save chat" via RCI's normal way at the END of the session. (partial session log is attached)From my side I see RCI as being unwilling to address the issues. One, failure to communicate from the 4Q2021 issue and now this issue of stating one thing and doing another.

  

  Business response

  03/18/2022

  Please see the response, attached.  Thank you.

  Customer response

  03/25/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  I think RCI's response is timely and pertinent.  I accept their responses as indicated in the voice mail left by RCI.  I will review my account further and reach out to RCI if I have any further questions or perspectives.
  
  *** BBB: Please remove the comments below from public view ***
  Part of my concern is that RCI, and even other companies, fully and completely rely on their internal ****************************** departments.  Given that this department has turnover and each person has their own level of responsibility, knowledge, experience, rank, attitude, etc. there is a need to have a way that customers can internally escalate an issue without burdening both sides.  That is, I'm cognizant over the cost factor of an extra 'department' or level to review, judge or further determine the veracity of a customer's need.  I'm not trying to develop a never ending departmental review of the previous department that reviewed etc....

  The RCI documents that I reviewed prior to the BBB complaint did not convey any escalation process nor department.  It was, and is to my knowledge, a recognition within RCI that the *************************** is "god" and that there's no way to resolve an issue, small or large in the customer's mind, if **************** either doesn't respond nor if a decision is made by an agent, which in my case, was a Chat Session immediate termination.

  I'm very grateful that RCI reviewed and decided on the complaint extremely quickly.  That's a significant positive!

  I wanted to resolve this issue internally but I saw no other way than to go external to the BBB.

  *** End of message to RCI ***

  
  

  Regards,

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

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/13/22 I called IHG to book a room at the Holiday Inn resort in ***** For 11/26/22 to 11/29/22 and was transferred to RCI for international travel. The booking agent told us that the charge would be ****** IHG points and a $259.00 transfer fee. He said that we would have 24 hours to cancel. We provided our email address to him. We received no email confirmation of our trip, but did receive a hard copy in the mail on 2/7/22 and found out that we were being charged $2478.00 for a 7 day minimum stay, plus our points and the $259.00 transfer fee. We immediately called to cancel, but , because it was after the 24 hour cancelation time, we would not be refunded the $259.00 fee. We feel that we were totally mislead by RCI , and ***** from RCI fraudulently withheld information when we initially spoke with him. We have called numerous times, both IHG and RCI, and were told the same thing, they can't help me. I would very much like my $259.00 refunded to me.

  

  Business response

  03/17/2022

  Please see the response, attached.  Thank you.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RCI had made a charge to my account with out my authorization back on 9/2/21. I called the company and they were able to provide a refund. I requested that my credit card be removed from the account to avoid this issue in the future. On 2/21/22 RCI once again charged my credit card without my authorization for the amount of $148.00. I called **************. I spoke with *****, an RCI Guide. I informed her of the unauthorized charge. She transferred me to her supervisor, *******. He explained to me that a refund was not possible. I told him that I didnt authorized the charge to my account. He stated that it is not RCIs problem or fault and I had to go to my credit company to report fraud. He stated that they do not verify the name of the credit with the person making payment. They only ask for the credit card number. It is the responsibility of RCI staff to verify that the name on the credit card is the name of the RCI member.

  

  Business response

  03/17/2022

  Please see the response, attached.  Thank you.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Keep receiving invoices for fees and memberships that I have been trying to cancell for over 2 years. They keep saying they are sending cancellation documents but I have never received any by e-mail although I have requested them at least 6 times.

  

  Business response

  03/21/2022

  Please see the attached documents.  Thank you.

  Customer response

  03/21/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. However I did not receive an emai response as stated but I finally did receive the cancellation doucuments in the mail and actioned them. The document used to respond to you dated 21 Mar 2022 is the first I heard that they accepted the cancellation paperwork.

   

  If they had acted professionally when the cancellation forms were first requested, I would not have had to take measures of contacting the BBB to aid in getting this resolved. Missing a request once I can understand but not 3 or 4 times from multiple people including supervisors.
  
  
  

  Regards,

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

• Initial Complaint

  02/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made a hotel reservation in Manhattan, ** for the end of August 2021 through RCI for $750.00. On 8/13/21 I called to cancel the reservation because of COVID (compromised seniors). Mr. *** tried for 73' to convince me to spend another $120 to upgrade rather than cancel the reservation. Eventually, he did cancel the reservation as long as I made a new reservation before 9/30/21. I called on 9/27/21 at 12:54PM to make the new reservation for the end of 2022 or 2023 (bc of COVID and our situation), and Mr. **** said that he could not make any reservation after 12/31/21 and didn't offer any other solution on how to extend the reservation without loosing the $750.00. After 62' I hanged up and called Citibank to dispute the charge. After about 4 months, Citibank said that the merchant (ie RCI) did not want to return the money and couldn't do anything else, and I had to pay those charges.I find this a fraud/scam: 1. I thought that RCI was a reputable company to make hotel reservation. 2. I called RCI to cancel 15 days in advance of the reservation date. 3. RCI rep, tried to avoid cancelling the reservation but encourage me to pay more money. 4. RCI eventually issued the cancellation (I have copy), as long as I make another reservation before 9/30/21 5. I called RCI before 9/30/21 (ie 9/27/21) to make a new reservation, and the rep did not want to make the new reservation and did not offer any other alternative (ie. they scammed us) 6. I immediately disputed the charges to Citibank credit card ***** and after 4 months or so, they responded that they couldn't force RCI to refund the money (I don't get that). 7. I also experience that Citibank is not protecting my interest under the Fair Credit Billing Act when I followed the rules, against services not provided by RCI 8. We are seniors and it was not recommended for us to travel to ** during COVID

  

  Business response

  03/08/2022

  Please see the attached response.  Thank you.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Rci is a timeshare company. I had booked two weeks in ******* for vacation quite a while ago. As COVID has become so prolific I had to change my plans. My airline (United) gave me no problems and credited my charge account as did my rent-a-car. RCI would do nothing for me. It's as if COVID didn't exist. I'm very disappointed with them and hope you can help me.

  

  Business response

  02/04/2022

  Please see the attached response.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business charged me for a cruise and a cruise protection package before COVID restrictions made it necessary for the previously booked cruise to be cancelled. Since then I was contacted by a representative from their cruise department and booked a new cruise for 2022, and then charged more money for a more expensive cruise protection package. I was supposed to receive an email with the details about my cruise, AND information about the protection package to review. I was supposed to have ********************************************************************************************************** not. I could cancel the protection package within 10 days. Since then, I have received ZERO information about the protection package to review. I've attempted to get assistance in order to either get the info as promised, or cancel the protection package and get a refund. RCI has not provided adequate customer support in order to allow me to communicate with them. I've waited on hold for more than an hour, more than 4 times since the end of November, trying to get assistance. After doing some searching online, I found a webpage where I was able to submit a request for help via email, but my previous emails to agents have gone unanswered so far. I will try to submit 3 screenshots showing just a few of my long phone calls on-hold waiting to communicate with this company. I want to keep my cruise booking, but I want a complete refund for all charges related to cruise protection packages. I feel justified in having them also waive their booking fees too, since their service has been atrocious! I will be satisfied with a refund for all the cruise protection charges.

  

  Business response

  02/09/2022

  The issue has been resolved.

  Customer response

  02/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 16410021, and find that this response/resolution is satisfactory to me.
  
  
  

  Regards,

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

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a vacation week through RCI for Vacation Village at Parkway. unfortunately I have covid now and I'm unable to travel and the company is refusing to refund me or even offer a credit. they prefer that I travel with this illness.

  

  Business response

  02/17/2022

  Please see the attached response.  Thank you.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I just became aware that I was unable to extend my points for $100. I tried contacting RCI via email. I did not get a response. In the past, extending points was always an option for $100.To whom it may concern:I was just informed today that I cannot extend my points for RCI. This is truly an outrage! On September 29, 2021, I called *** and spoke to a *** member services advisor. I was trying to make up for my cancel trips due to COVID. As we spoke, I realized that I would not be able to book a trip before my points expired December 31, ******** points will expire 12/31/21 1 point will expire 12/31/22 9 points will expire 12/31/23 In speaking with the *** member services representative, she advised me to wait and call back closer to December 31 to extend my points. Today, I did exactly as advised on September 29th by *** member services advisor, but I found out that my points cannot be extended. This is ridiculous, as it was always a policy that members could extend their points for $100.. There should be a grace ******* regarding your extension. I understand that *** & RCI have severed your relationship. However, this new arrangement should not cause harm to me. The past policy was that members would be able to extend their points with RCI for $100. I believe that I am justified in my expectation for you to remedy this situation. Moreover, *** and RCI neglected to inform their members, such as myself, regarding the termination in their relation within a reasonable time period. Additionally, *** & RCI did not give a reasonable amount of time for their members to make accommodations, and use their RCI points. I trust *** & RCI will assist in making this a win-win situation. I was looking into using my points the week of April 16 through the 23rd for 6 people. I am a reasonable person, but this issue needs to be rectified. I would rather resolve this issue between us, then to escalate this matter by contacting the BBB, and so forth.

  

  Business response

  01/05/2022

  Please see the attached.  Thank you.

  Customer response

  01/09/2022

  Better Business Bureau:

  DVC reached out to me  They have worked together with RCI, so that I was able to pay $100.00 to extend my RCI points into 2022. I also booked the trip that I wanted. This issue has been fairly resolved. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2021, I paid RCI $1120 for a vacation that got canceled because of Covid, not my doing. RCI only returned half of my money. They put the other half on my account and told me that I had to use it by September 2021. I was not able to travel by that date. I wound up getting Covid myself and I had no time from work. So they canceled the credit on my account and took my money. I've called them four times and spoke with the rudest customer service people I've ever met. That's why I am turning to you for some help. I did not upload any documents for proof of payment because it's on my credit card and I didn't want to include all of my private information with this original complaint. If you need it, I can provide it. I hope you are able to assist me. Thank you. ***********************

  

  Business response

  01/05/2022

  Please see the attached.  Thank you.

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