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Welk Resort Guest Complaint Dear [redacted] ***, I am in receipt of your rebuttal to my response to your Revdex.com complaint I understand you wanting compensation for your clothing that you are stating has been damaged We typically want to personally see the items that you are stating were damaged I understand from your rebuttal that you were unable to meet with our resort team to get this matter addressed In reference to your other concerns, we have multiple trash receptacles located throughout the resort and within each community area They are detailed on the map provided to you when you check in There will be the occasional challenges that may occur and for that I apologize In way of recompense for the challenges incurred during your stay, I am going to send you an Interval International Dream Week for you and your family to use It will come with instructions for usage It will allow you the opportunity to stay for a week, at a resort location within their offered resorts, at the location and in the villa size of your choosing I apologize that your stay with us was less than perfect We hope to have you and your family back for a better stay sometime in the future Please feel free to reach out to me directly with any further questions or concerns regarding this matter Sincerely, [redacted] Director of Consumer Affairs Welk Resorts [redacted]

Welk Resort Group Platinum Points Ownership Number [redacted] Dear Mr [redacted] and Mrs [redacted] , I am in receipt of your Revdex.com rebuttal posted on September 16, As I stated in my previous response, Welk does not have a cancellation option for your ownershipI was not present at your sales presentation so I cannot assume what was said and what was taken away from your sales presentationWe use the signed documentation as the documents of record because it effectively eliminates the issue of any verbal promises that may lead to a misunderstanding regarding your ownershipContracts are created, signed and explained to protect both parties in a transaction This information was reviewed with both of you during your purchase transactionAs additionally stated in my previous letter, it is not Welk’s policy to cancel contracts that have passed beyond the rescission period required underCalifornia lawWelk does not have a “take-back” program that would allow you to simply return your ownership to WelkWelk Resort Group will not be refunding you any monies that have been paid toward your ownership obligationI do not have a contract cancellation option for your ownership commitment.We can continue to go back and forth on the issue but our stance will not changeFrom where we stand: We will continue to assist you to the best of our abilities with use of your Welk ownership for vacation, exchange and rental as applicable, but we will not nullify your Welk ownership contractYou have a contractual ownership commitment to Welk Resort Group that we expect you to honorYour mortgage commitment and owner obligated maintenance fee commitments both need to be kept currentUnfortunately, if you are not able to keep your ownership obligations current, collection activity and default proceedings may beginYou have a number of fantastic usage options available to you with your Platinum point ownership in regards to usage for exchange with Interval International or to travel to any of our Welk Resort locations within the Platinum point programPlease allow us the opportunity to help you use your Welk vacation ownershipThe intent when you made this purchase was to use this ownership for vacation travelI am happy to assist you in any way with the usage of your ownershipI am willing to have one of my senior Owner Services agents personally assist you with the usage of your ownershipYou would be provided her direct contact information to provide assistance in a facets of your ownership.Please let me know how else I can be of assistance in this matterI can be reached directly at the e-mail address listed below [redacted] Director of Consumer AffairsWelk Resorts [redacted]

Welk Resort Group Platinum Point Ownership ***Dear Mr& Mrs [redacted] , I am in receipt of your request in regards to your Welk owner cards I have been told they have been ordered and are being processed and sent to you They do go through a third party company so there is a little bit of a delay I reviewed your ownership information and I show the contract has been received and the information in regards to ownership updated for usage Please feel free to reach out to me if you have any further questions or concerns.Sincerely, [redacted] Director of Consumer AffairsWelk Resorts [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Please allow this to serve as our initial response First of all, we did purchase the initial points package as detailed in Decof We were later called and asked to come in so they can explain that what they told us was not true that all location they provided to us would allow exchanges unless we had a higher point total Basically, the first time they either intentionally or unintentionally sold something under pretense-their response of course omits this important details on why it was necessary to get some value out of this purchaseSecond their response to not controlling availability and checking sooner is completely falstarting checking and did not submit a request for pending because we starting looking for any week in the summer from June through August in any area of Italy without any luck Nowhere had availability to exchange He emails to me I did respond to –but his emails were exactly like this avoiding the facts that they sold initially under pretense, they then sold again under pretense- and the proof of that is when we received calls from interval international in to explain how they had changed and upgraded the exchange process with Welks owners – because of the resorts not releases availability – a process that was a known to be an issue and had been working to resolve for quite some time As I stated we made it perfectly clear that the exchange was the only reason we consider this at all, and even stated we were planning to use it in for an exchange in the summer IN – they knew that many places were not allow those that purchase 120K points – were not being able to exchange – but did not say anything, and planned on being able to require people to upgrade to get the value they promised and in 2012-they knew of the exchange process was restricted because availability was being artificially reducedThe process of 73% get a confirmation-even if that is true-which I doubt based on all of the complaints I have read on yelp, trip advisor, etc that also means that 27% do not get an exchange-but when they are selling this they say that every resort wants Walks property – so you are “just about guaranteed to get your first or second choice”- which even their own stats they claim to be true don’t back up what their sales people state The customer service line is impossible to get through on and he states again that Walks is highly rated-I would like to know it what rating process or where that is stated-I have not found that to be the case in my research-which I of course wish I would have done ahead of time – if I had I would not be in this positionIt appears that I will be required to take further actions-including to continue to organized similar “frustrated and deceived owners” to take group action***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] and I have a conference call scheduled for 11/02/@ 1:PM to discuss my direct correspondence to Welk and I will bring up the Revdex.com complaint in the conference call in an effort to resolve this matter Regards, [redacted] ***

Welk Resort Group Platinum Point Ownership Number [redacted] Dear Mrs [redacted] , I am in receipt of your Revdex.com complaint filed on February 4, Please allow me to address the points brought forth in your complaintI do not have a rescission option for your ownership I apologize if you felt pressured The sales presentation is minutes The purchase agreement negotiation, based upon the owner needs, pricing, discounts and incentives, takes additional time Every contract is negotiated personally and pricing, discounts and incentives can change daily You are only obligated to stay for the minute sales presentation to receive your initial free gifts You always have the right to leave at any time The choice to purchase your vacation ownership was yoursI am sorry if there were any misunderstandings during your sales presentation Welk is highly rated for owner/guest experiences and for the high trade value through the exchange companies We take great pride in assisting our owners planning memorial vacations I show you purchased on April 1, and have used your ownership to stay at our Welk Resort location in Cabo San Lucas, Mexico I do not have a late cancellation option for your ownership We understand that you are given a large amount of information on the date of sale That is why we legally allow you seven days to read your contract after the date you signed Included in your documents were specific procedures on how to utilize your vacation ownership, as well as directions to cancel that same ownership If you wanted to cancel within that timeframe you had the right to do so, for any reason The instructions are specific that it must be done within the defined timeframe As for your request to terminate your contract, it is not Welk’s policy to cancel contracts that have passed beyond the rescission period required under California law I have included a copy of the final page of your purchase contract for your reviewI am sorry to hear about the challenges you are facing We do have a hardship committee that may be able to help you in light of your recent challenges I will need some more information in reference to issues you are currently facing Please e-mail me or reach out to me directly in writing at the address below With your permission, I will forward your information to our hardship committee and ask for them to reach out to you directly and determine if they can provide you with assistance They have a specific process they follow and will most likely ask you for further information In the interim, you need to make sure to keep your contractual obligations to Welk current in reference to your mortgage commitment and maintenance fee obligation.Please feel free to reach out to me directly with any further questions or concerns you may have regarding this matterSincerely, [redacted] Director of Consumer AffairsWelk Resorts [redacted]

Hello Ms***,We have not received any cards yetToday is August 18, Please reopen.Thank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI am not happy with the response, because number issue I have is that when they sold us the tiem share, they promised that it was not going to be an issue to book vacations, plus they said we can call anytime and we will get whatever we wanted, no problemsThere are so many issues, i've called to book our Hawaii trip, deposit the money, paid off the time share and still I was waiting, I need time enough to book the flights, flights as you know are expensive, and I could not wait til a month prior to our trip also asking time off from work, that it itself is alot of planningI am not happy because I can not plan accordially to what fits in our family, I have kids that attend college, and the younger ones in sportswhen I bought this time share, they gave information and I would like to be compensated, also calling to book anything takes so much of my time, I could be on the phone for alomst an hour, I don't have time for that either Regards, [redacted]

Welk Revdex.com Complaint ID # [redacted] Mr& Mrs [redacted] , I am in receipt of your Revdex.com complaint Our records show you have brought these concerns to our attention We worked with you directly to get the credit reporting issue resolved and the line item removed We have worked closely with you over the past year to try to find a resolution to your concerns This matter has been referred to our Legal Counsel for handling I know our Legal Counsel has reached out to you directly in an attempt to find a solution Please direct any communication in reference to your concerns to our Attorney He has been tasked with handling this matter Sincerely, [redacted] Director of Consumer Affairs Welk Resorts [redacted]

February 28, [redacted] Welk Resort Group Platinum Points Ownership Number [redacted] Dear Mr [redacted] , I am in receipt of your Revdex.com complaint filed on February 17, I show that you have an open and active hardship claim currently under consideration by Welk Resort Group hardship committee I apologize for any frustration the timeframe has caused you but I do not have option to circumvent the process in regards to hardship They have a very specific process they follow I have reached out to them and asked that they contact you with an update at their earliest convenience.Please feel free to reach out to me directly with any questions or concerns you may have in regards to this matter.Sincerely, [redacted] Director of Consumer AffairsWelk Resorts [redacted] @welkgroup.com

Welk Owner Number [redacted] Dear Mr& Mrs***, I am in receipt of your rebuttal to my response to your Revdex.com complaint I want to address the points you have brought forth I would like to specifically address your questions about the exchange process Your 120,Platinum points convert to a one bedroom week exchange equivalent with Interval International Interval International processes exchanges on a week to week equivalent basis If you place a week in for exchange in a one-bedroom villa, you will receive a week good for exchange in a one-bedroom villa You also receive an additional bonus week in the same size villa Interval International has been our exchange partner for over ten years The most common exchange commodity is a one-bedroom villaThe point value for a one-bedroom villa has been the same for the past ten years As you stated, you have never placed a pending request for exchange travel When you contact Interval International and inquire about immediate availability the search is limited to inventory on hand at the exact time of your request The purpose of placing a pending request is to be able to grab inventory as it is placed in for exchange If you have an active pending request when that inventory comes in for exchange that inventory is then matched to your pending request Yes, our owners get 73% of their exchange requests confirmed within hours That doesn’t mean that 27% of our owners don’t get their exchange requests fulfilled It means that 27% of our owners exchange requests take longer than hours to be filled Again, not all requests are guaranteed to be filled All exchange requests are filled on a space available basis Our Owner Services team is here seven days a week to provide you with assistance for all of your ownership needs They can be reached at 800-240- As stated in my previous letter, it is not Welk’s policy to cancel contracts that have passed beyond the rescission period required under California law I do not have a contract rescission option for your ownership commitment Welk does not have a “take-back” program that would allow you to simply return your ownership to Welk We can continue to go back and forth on the issue but our stance will not change From where we stand: We will continue to assist you to the best of our abilities with use of your Welk ownership for vacation, exchange and rental as applicable, but we will not nullify your Welk ownership contract Please feel free to reach out to me with any further questions or concerns in reference to this matter Sincerely, [redacted] Director of Consumer Affairs Welk Resorts [redacted] @welkgroup.com

Welk Resort Group Platinum Point Owner Number [redacted] Dear Mr***, I am in receipt of your Revdex.com complaint filed on September 24, Please allow me to address the issues brought forth in your complaint I do show that you have had some challenges with day use in regards to day use cards for your familyYou are correctWe do have a limit of two day use cards per familyI do show that an exception was made at point of sale in regards to an upgraded ownership but that ownership was rescinded by youI do not have a way to release additional ownership cards to your familyI do have a possible solutionPlease ask your wife to return her ownership card to my attention at the address listed at the bottom of this letterUpon receipt of that card I will ask my Owner Services team to create two new owner cardsOne card will have yours and your wife’s name on itThe other card will have the names of your two adult children on itThis will allow them to use the resort for day use and still allow you and your wife to do the same I think this will work for your familyPlease feel free to reach out to me directly with any questions or concerns you may have in regards to this matterWe have made some wonder upgrades recently at Welk Resort San Diego and would love to have you and your family stop in and enjoy them Sincerely, [redacted] Director of Consumer AffairsWelk Resorts [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below / [redacted] Style Definitions */ My husband and I are very disappointed with the Welk Resort response to our complaint In it, the Director of Consumer Affairs states he “thought everything had been addressed.” We can’t imagine how he possibly could have come to that conclusion Yes, there was an investigation carried out, both by Welk Security and the SD Sheriff’s Department But that’s hardly the point Where was there any effort made by Welk to reach out to us and help, in some way, offset the grievous hurt that had been inflicted on us by THEIR employee? Recognize, our sense of trust was totally violated by someone who willfully went through all our belongings searching for something of value to steal And, the property stolen was not just an item of great monetary value, but the very symbols of our wedding vows, made over forty-three years ago It is of small comfort to be made aware that Welk is doing their best to determine what happened and ensure that it won’t happen again That should be a given But it really doesn’t do much to address our loss I’m sorry, but the apologies at this point are somewhat hollow and don’t appear to recognize the extent of our hurt We would have expected more from a first class organization Regards, [redacted] ***

Welk Resort Prospect Number [redacted] Dear Mr [redacted] , I am in receipt of your Revdex.com complaint filed in regards to your $deposit for your tour I spoke to our tour department and they were directed to issue a refund to your card The refund was processed on August 6th Please allow 3-business days for the credit to hit your card I apologize for the extra steps you needed to take to get this done Please reach out to me directly if you have any further questions or concerns My e-mail is listed below If for any reason the credit has not posted to you card please let me know immediately Sincerely, [redacted] Director of Consumer Affairs Welk Resorts [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below calls and emails later and I still get just a lousy form letter style reply and again, only after I had to reach out to your business again to get ANY response backYour reply also said hours when I was told by your first customer service repYour customer service is terrible and I will make every effort to divest myself from this ownership Regards, [redacted] ***

Welk Resort Guest Complaint Dear [redacted] ***, I am in receipt of your Revdex.com complaint filed on July 2, I apologize for the challenges you encountered during your stay with us My understanding is our resort maintenance team addressed a number of these issues I know they tried to set a time to meet with you as well but they were unable to do so I show that towels and coffee were delivered to your villa within minutes of the call to our dispatch team I show [redacted] with our maintenance team spoke to you on 7/and he was asked by you to address the challenge after you checked out I understand you asked to speak to a manager on July 2nd and they were unable to make contact with you and received a message that you had left for the dayI apologize they were unable to respond a quickly as you would have liked There are times when an immediate response is not an option for us We would need to understand what transpired with the washer and dryer to be able to review the matter for any type of liability We typically do not compensate guests for damage to clothing while using our facilities Again, I apologize for any inconvenience these challenges caused during your stay with us Please feel free to reach out to me directly for any further questions or concerns regarding this matter Sincerely, [redacted] Director of Consumer Affairs Welk Resorts [redacted]

Welk Resort Group Platinum Point Ownership Number [redacted] Dear Mr& Mrs***, I am in receipt of your Revdex.com complaint I do not have a cancellation option for your ownership I apologize for the usage challenges you have encountered As an Elite level owner with Welk you do have extended booking windows and specified benefits that come with your Elite ownership status I have offered previously to have a senior Owner Services agent personally assist you with the usage of your ownership I am more than willing to make that happen for you You would have a direct line to our agent and her email as well to contact her in regards to usage at a Welk Platinum Point Program resort location, usage of our Welk Owner Rental Program or in using your exchange benefits As I have stated in our previous correspondence, the opportunity to book an exchange reservation is based upon villa availability when you place a request with Interval International Certain times of the year and locations within the exchange programs will be in higher demand than others, resulting in less availability If there is no villa available for your requested vacation time or location there is nothing Welk can do to make space available Our Owner Services Senior Agent will work diligently to assist in the exchange process on your behalf at a resort of your choosing to fit your vacationing needs Welk Resorts does not control availability at another resort within the Interval International exchange program The best option for successful usage of the Interval International exchange process is to use their pending search option Using Interval Internationals instant confirmation process will greatly limit your exchange travel options to the only available resorts at the time you place your request Their pending request option will expand your search options and allow time for your resort or area of choice to become available If you have a pending request at the time that inventory is placed for exchange it will be sent to you to be confirmed and accepted I am happy to have your assigned agent assist you in this processOur Owner Rental program is not able to guarantee the rental of your time Your time is placed into rental on a per night basis You can always reach out to our Owner Rental team for a rental status update as the time gets closer giving you the option of pulling your time if it is not rented and moving it into Interval International for exchange usage We do not want you to lose your time One of the great benefits of a Welk vacation ownership is in having the opportunity to spend your vacation with your family in a fully furnished villa instead of a hotel room We offer five exceptional Welk Resort locations with activities and amenities styled to fit the needs of our vacationing owners Owning a timeshare gives our Welk owners the ability to choose the vacation to fit their lifestyle and travel preferences with high-quality, spacious accommodations Your Platinum point ownership allows you to choose to stay at any of our Welk Resort locations within the Platinum Point Program You can choose to use your time to travel via exchange through our exchange partner Interval International as well As for your request to terminate your contract and a refund of the funds paid to Welk Resort Group, it is not Welk’s policy to cancel contracts that have passed beyond the rescission period required under California law Welk Resort Group will not be refunding you any monies that have been paid toward your ownership obligation I do not have a contract cancellation or downgrade option for your ownership commitment We absolutely want you to be able to use your time and to vacation as it fits best for both of you You both purchased, and upgraded, this vacation ownership with the intent of using it for vacation travel Please allow us to assist you with the usage of your time 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 We will customize the ownership to fit your vacation needs, based on what you purchased There are challenges that arise from time to time We will do everything within our power to make sure your vacation needs are met Please feel free to reach out to me directly with any further questions or concerns in regards to this matter Sincerely, [redacted] Director of Consumer AffairsWelk Resorts [redacted]

Welk Resort Group Auditions Membership # [redacted] Dear Mr [redacted] and Ms [redacted] ,I am in receipt of your Revdex.com complaint filed on December 30, Please allow me to address the points of your complaintYou both chose to become Welk Auditions members on July 29, I apologize for your gifting challenges I show that the promised $ [redacted] card was sent to you via overnight mail on October 21, and has been received by youI have spoken to our director of that program on your behalf If either of you would like to reach out to me directly to set up a time to discuss your Auditions membership I would be happy to do thatI apologize for the frustration that has been caused I will work through any challenges you are having and would like to discuss your options in regards to your Audition membership personally I can be reached directly at the e-mail listed below.Please reach out to me directly to discuss any further concerns you have Sincerely, [redacted] Director of Consumer AffairsWelk [email protected]

Ms [redacted] M [redacted] Welk Resort Group Platinum Points Ownership Number [redacted] Dear Ms [redacted] ,I am in receipt of your Revdex.com complaint filed on September 25, Please allow me to address the concerns brought forth in your complaintI apologize for the frustrations you have encountered.I have received your ownership records and show that you originally became an owner with Welk on September 11, when you purchased 120,Platinum owner points to be used on an every "odd" year basis starting in You chose to upgrade to 240,Platinum owner points with every "odd" year usage on November 18, The first usage year for your upgraded ownership was I show you used your ownership to stay at our Welk Resort san Diego location in June of 2017.The standard Interval International membership can be used for exchange travel and is included with your Welk ownershipWelk pays for the first year of "Gold" membership with Interval InternationalThis upgraded membership includes discounts on vacation exchanges, vacation "Getaways", hotels, car rental, cruises and much moreYou can absolutely use your exchange benefits without having the "gold" membership upgrade.Owner Bonus time is based upon availabilityThe prices you are quoting are correctIf you are calling in a time of high demand it is unlikely we will have availabilityIf we have no availability our team will refer you to our rental departmentThey have villas available to rent that our owners have used their time to reserve and then placed into the rental programThese are typically rented at the going resale rate on the open market.I am sorry to hear you have had frustrations with the usage of your ownershipWhen using your ownership, the further ahead you can plan the better in regards to villa availabilityYou have a 15month booking window when using your points within the same usage year to book a reservation at any of our resort locations within our Platinum Points ProgramYour 240,Platinum points allow you to stay for a week at our Welk resort San Diego, Branson and Palm Springs locationsYou can stay at any of our locations within the Platinum Points Program using your Platinum pointsThe size of the villa, days of the week and resort location would determine the length of your stay.We would like to help you work through any ownership concerns or challenges and help you get all you want out of your ownershipI am going to have one of my Senior owner services agents reach out to you directly in regards to your points for 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.One of the great benefits of a Welk vacation ownership is in having the opportunity to spend your vacation with your family and friends in a fully furnished villa instead of a hotel roomWe offer five exceptional Welk Resort locations with activities and amenities styled to fit the needs of our vacationing ownersYour Platinum point ownership allows you to choose to stay at any of our Welk Resort locations within the Platinum Point ProgramYou can choose to use your time to travel via exchange through our exchange partner interval International as wellThe reason you purchased this ownership was to use it for vacation travelPlease allow us to help you use your time.Please let me know how else I can be of assistance in this matterI can be reached directly at the email address listed below

I do show that your request for a reservation was forwarded to our Auditions team in July and they were reaching out to you with options for travel They did not have your specific dates available but were trying to find you a vacation window to use your time.I am happy to have the try to connect with you againBest regards,