Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The gentleman is correct about one thing: we have had "bad 8 use years". The salesmen told we could go to the Cape and didn't tell us we would have to upgrade or get more points to actually do this when we wanted to do this. They didn't tell us that the amount of points w got - not a lot - would guarantee that we wouldn't get there in the summertime. On purpose they induced us to buy something they knew we would have to upgrade IF we wanted to use it the way we told them we planned.
Regards,
[redacted]
This club member first purchased in October 2008 and then upgraded in June 2010. His initial usage of the club points was in 2009 and he has bad 8 use years where he was allocated points to use within the club or with the exchange company. He has booked 2 vacations within the club...
inventory and another 6 vacations using [redacted]. All of these vacations were booked for either summer stays or during the holiday week between Christmas and New Years are are considered high demand times. He claims he can't use the points and wants a refund; however he has booked 8 vacations and canceled the latest one over this recent holiday break. This member bought a biennial program at first, 90,000 every other year and then proceeded in 2010 to get an annual membership for 65,000 points per year. His trips in [redacted] seems to be for beach destinations in August or White Mountains during the holiday break at Christmas to New Years. His complaint centers on not getting to Cape Cod in the summer months and that he was promised he could do that with the package he had. Well, he can go to the Cape in the summer but it would be for less than a week and he'd have to book within 4 months of arrival since he doesn't have enough points to book a full week up to 12 months in advance. This should not be a shocking revelation since he was given a Club Point chart and other information when he first joined the Club in 2008 and it's pretty clear on how many points it takes to book Cape Cod in the summer for a week: 135,000 for a studio and up to 170,000 for a 2 bedroom condo for the week. Most club members who have a point package similar to what they own will try to book less than 4 months notice for less than 7 nights and get a better value if they can stay mid-week, Sunday to Thursday nights since it's only 13,500 for a studio, 15,000 for a 1 bedroom or 17,000 for a 2 bedroom per night on the Cape mid-week. So, if he has 65,000 points, then he could almost do 5 nights mid-week in a studio or 4 nights in a 1 bedroom condo. We do provide detailed reference materials on the Owners Inn website and we do offer tutorial online classes for those who want assistance with our Timeshare Genius program. Plus, we have a staff at our club reservation line who are very friendly and helpful to assist in booking vacations and providing information to help fit our club members needs.There is no breach of contract nor is there any misrepresentation of the program from what I have been shown or see in the notes or the agreement. I will personally offer my assistance to the club member to better use the program and help them take some great trips for years to come.[redacted]Purchase Relations ManagerInnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
Well, why not return my phone calls or emails so I can help you use it? You were quick to respond back on the Revdex.com complaint, but I am offering to help you use it and book the stays.Were you not aware of the club point grid, see attached, that was in your owner book and online prior to upgrading? I did explain there are ways to get to the Cape, but it'll involve going on shorter notice (4 months prior to arrival) and you will get more value by going mid-week.Call me or email me so we can set up an online demonstration on how to book using the website and we can record the entire training session. Sincerely,[redacted]InnSeason Resorts
Ms. [redacted] spoke to an agent on the phone that explained that the airfares have to be used in conjunction with specific hotels at her destinations. Our protocol, once a client has accepted the offer and makes an appointment with the agent, is a Manager gets on the phone and reviews all...
of the criteria and terms and conditions of the offer. The manager then re-confirms the client's email address so we are able to email all of the details of the offer to the client within one hour of talking with us. Ms. [redacted] did receive this letter and has acknowledges as much. Please see below my response to Ms. [redacted]'s allegations:Bessie, please open and read the attached confirmation letter you were emailed the day you made the appointment to attend the promotion at the [redacted]. On the first page, second paragraph, it states clearly that you must select accommodations from the airfare ticketing agency: Your Gifts! “Fly Away. Getaway.” This fabulous vacation package is good for four (4) Round-Trip Airfares good for two years from issue date, for two separate vacations. When using airfares, select accommodations must be reserved though the airfare ticketing agency, First Priority Travel. You have choices at 37 vacation destinations. There is a 45 day advance notice required to book reservations. Only major air carriers are utilized. On page 2 of the letter, it goes into great detail about the use of the 4 airfares. We are unable to alter the use and/or the terms and conditions of this vacation package. As for being told 'no strings attached', that did not happen, as that would be dishonest and totally counter-productive. Why we would lie to a client on the phone, then email them the truth 15 minutes after we speak with them? You will need to redeem the 4 airfares according to the terms and conditions of use.This is no further resolution to this complaint. [redacted]TripJoy Advantage/InnSeason Resorts
I reviewed the complaint and the letter that was provided to me back at the end of October by this couple who seemed to have an amazing recall of every detail from their preview of our program in Ogunquit back in May 2017, which to me is amazing since it's difficult for me to recall exactly what...
happened in a 1 hour meeting with colleagues a few weeks ago with such clarity. Thankfully, I take great notes for me to be reminded of the key topics and issues; however, this couple must have better recall than myself or they took extensive notes during the presentation.Upon reading the letter written from October, I looked at the claims that the customer stated the sales representative made to them about the product and its benefits. In fact, for most of first 6 or 7 items listed, I was nodding my head in agreement that it sounded like the representative was described to have explained the program very well. Yes, the customer would OWN the timeshare and they could in fact WILL it to their heirs or RENT it out if they didn't want to use it. Yes, there could be some tax benefits, but just like a home, people should get expert tax advice from those who are tax professionals and our team does not profess to be tax professionals. Yes, there would probably be minimal increases in maintenance fees over the years, but again that is subjective as noted by the consumer and she did not ask for historical data to see how much prior years fees have increased.Yes, as the consumer recalls, the representative suggested that once the loan was paid off then the couple would save more than paying for their vacations outright without this program and I'm sure that all of our guests DESERVE to take vacations since most work hard and need time to recharge and spend time with their loved ones.BUT....then we start to go off track on what is offered when the consumer claims that our company offers to BUYBACK the timeshare at anytime and that we buy them back all the time! (??) I have worked for our company for close to 15 years and we have never had a buyback program nor have we provided any such assurances within our agreements to the customers who purchase the intervals from our company. We do provide a ton of resources to our new owners, we offer live and online tutorials to help new owners with how to use the system online to book their reservations. We in fact had emailed to this couple an offer to attend a RCI Points live training session in late October or early December just prior to them sending us the complaint letter in late October. We have an extensive library of resources on our website for owners with How To's to use the RCI Points and other benefits they have with InnSeason Resorts, we call that program the Timeshare Genius program and it's considered a pioneer in customer service for timeshare developers who are looking to copy our efforts for their own companies.The other issue that seems odd is that they said they are interested in camping and that our representative stated this program works at campgrounds. That is not consistent with what was presented on by our team when I asked the manager and his rep about this claim. The RCI Directory of Resorts that was given to this couple on the day of the purchase does NOT include a single campground to use the RCI Points. There are some alternative types of vacations that the points can be used to book. For example, there are houseboats in several locations such as Florida, South Carolina, Arizona and Missouri. There are also 50-65' catamarans in the Carribbean and French Polynesian where you can stay on-board these vessels with 3 other couples and cruise around those locals with a captain and first mate. These are not the normal resort destinations as shown amongst the 4,000 resorts in the RCI Directory that they were provided.In the later part of the letter their desire to buy a travel trailer and pursue that kind of vacationing seems to be the impetus of the request to have my company buy their timeshare back from them. There were no such offers made and no such conditions listed in the agreement when they were purchasing the program. In fact, they said our staff did NOT give them time to read the "countless" documents they signed and that they signed, over and over, without ever reading a single paragraph of the contract. I find that hard to believe to take at face value. For someone to have such great recall of the minute details in the 2 hour presentation but have no recall or interest in reading a legally binding contract for over $13,000 and loan terms that require a 10 year repayment term is not reasonable.In fact, if the customer did not feel comfortable with the amount of time provided to review and sign the paperwork, then whether they were buying our product or a car or a travel trailer, then my suggestion to anyone is to get up and leave without buying anyone's product. Our company disclosed to the customer in a Buyers Acknowledgement form and in the Public Offering Statement that was initials and signed that they received such disclosures that day, that they had a rescission period to cancel the agreement with a period of days if they did not want to keep it and get a full refund. So, even if they didn't read all of the paperwork at the time of the presentation (not a good idea), but they could have easily reviewed all of it in the privacy and comfort of their home immediately after they arrived home and without any undue influence from a sales person, they could have read and decided if they felt comfortable with the purchase. If not, then they had a means to cancel and get a full refund of the purchase.It seems like they have buyers remorse and changed their minds about what they wanted a few months after they purchased and the story that our company promised to buy back the timeshare was used to in an attempt to force our hand; however, there is nothing to support that claim and in fact, if that was a big reason for why they did purchase, then what effort did they make to ensure that claim was contained in the written agreement for them to fall back on months or years later? Nothing. In fact, they claim they didn't read any of the paperwork.I offered to do an online demo for this couple and we sent them an email invitation in October to attend a training to learn more about how to book and use the program. It was never brought up that they even tried to use the RCI Points program, but rather they have a change of heart on how they plan to travel in the future. That's fine and we certainly are fine with people making changes in their travel lifestyle, but we made promises to our lender when they signed a Promissory Note to repay the loan they agreed to back in May 2017. If they are looking to do something different, then they are free to sell the program to anyone they want, pay off the loan and do a transfer to someone else so they no longer OWN the timeshare. But, we never promised to buy it back or act as their sales agent to sell it for them and we haven't done that for others in the 15 years I have been with the company.The complaint repeatedly used the term "lies" over and over again; however, the only things in this complaint that is inconsistent with our agreement and RCI information provided are the claim that we offered to buyback the timeshare anytime and that they could use it at campgrounds. Neither of those claims were presented by our team or offered in our agreements with InnSeason or RCI.Lastly, the plane vouchers do work and there are certain terms and conditions that need to be met, but we are happy to get someone to help the customer to use those plane vouchers if they want our help. I'm willing to help this couple better use the RCI Points program and their InnSeason benefits so they can take some fabulous trips for years to come. Even if they choose to buy a travel trailer, like many of our other owners, then the RCI Points program can supplement their travel plans since trailers can go oversees or are not easily driven across country in a short period of time.Sincerely,[redacted]Purchase Relations ManagerInnSeason Resorts
To the Revdex.com: I think that the customer's "rejection" should be pulled for its hateful language and lack of substantive rebuttal to the actual agreement they entered and my earlier responses. When I read it to myself and others we wondered if they were making a threat to me and my persons. I have attempted to be professional, respectful and polite in my attempt to respond to this customer's complaint; however, the nastiness they have exhibited does not deserve any additional response from myself or my organization.If the customer's response is left for public consumption, then I would expect that my name is removed since this was over the top. The customer states that they are not even engaging about what they signed or agreed to, but instead a bunch of claims that can't be verified and do not make sense, as explained in my earlier responses to the customer.The Revdex.com forum is not a place to trade insults and I certainly don't think the vitriol that she is spitting out is worthy of staying on the Revdex.com website, so I ask that you revert this case back to the closed position in which you had previously notified me back on January 22, 2018.
The customer's contract is being serviced by our lender, [redacted] in [redacted], NY. The customer signed a contract for a loan payment of $182.00 per month with our company and agreed to automatic payments to be drafted on the 15th of each month with her credit card ending [redacted]...
starting in December 15, 2015.Her payments have been timely processed wit the payment method on file until October 15, 2016 when she contacted an InnSeason loan team member, at our corporate office, requesting to change her payment date for that month to the 28th of the month as a one-time payment transaction. The InnSeason team member sent an email notification to [redacted] regarding the request. The customer called once again on November 10, 2016 to ask that her payment be processed on the 28th of the month again at which time she shared about her payday being changed and needed to know if the 26th of the month would be an option for her instead of the 15th of the month. Per [redacted]'s notes, they stated that the due date could only be changed to the 23rd at the latest and were awaiting to hear back from the customer in regards to making that payment switch a permanent change and they would need her authorization to do so. The customer did not contact [redacted] to authorize the change, so they processed the December 15th payment as they were authorized by the customer in her agreement.The customer claims she did change the date to the 26th; however, that is not what [redacted] shows in its notes and is not what they can do according to their policies.The January 15th payment was processed on January 17th, due to the MLK Holiday weekend. The owner did not contact us about having her payment date changed again or even inquired about it. Given that her December 15th payment was processed with no request mentioned, our InnSeason team members help many people with one time exceptions to change dates, but rarely are the requests done every month by the customer. Any request to change the day of the month when the automatic payment is pulled is handled by the lender, [redacted], not InnSeason Resorts. The InnSeason team has had phone conversations with the customer in October and November, so I am not sure why the customer said they had to dig through 2 years of emails to find a contact number to reach our office. She had called our team within the last few months and she was provided with the contact information for [redacted] in her ownership package which was only a little over a year ago. [redacted] will change her automatic payment date to the 23rd, if she just calls them to confirm at [redacted]. It's not up to o up to InnSeason Resorts to allow this change and we merely helped facilitate a one-time change in her payment with [redacted]. The customer called back on January 18th and spoke to an InnSeason team member who explained that her situation was beyond her expertise, so the customer was transferred to the Manager who tried to assist, but the customer yelled at the manager and said she would not let the Manager explain the circumstance with [redacted]'s rules on autodraft payments.The Manager said [redacted] never mentioned overdraft fees and asked to speak to the Manager's boss; however, that Manager is the boss and the customer would not complete the conversation and hung up on the Manager.This complaint is against InnSeason Resorts; however, this customer has an agreement to be serviced by [redacted] in [redacted] NY and this customer did not call [redacted] back to authorize a change to her automatic payments to the 23rd, the latest date available to process automatic payments with their company. If she reaches back out to them, they will service her account and help her process her request to change her date to the 23rd, not the 26th.Our team members at InnSeason help supplement the service provided by [redacted] and try to give a more personal touch to our owners; however, we can change the rules of the servicing agent, [redacted] to accommodate every request. We hope this customer speaks to [redacted] this week to resolve the date of her automatic payments going forward.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The gentleman is correct about one thing: we have had "bad 8 use years". The salesmen told we could go to the Cape and didn't tell us we would have to upgrade or get more points to actually do this when we wanted to do this. They didn't tell us that the amount of points w got - not a lot - would guarantee that we wouldn't get there in the summertime. On purpose they induced us to buy something they knew we would have to upgrade IF we wanted to use it the way we told them we planned.
Regards,
[redacted]
This club member first purchased in October 2008 and then upgraded in June 2010. His initial usage of the club points was in 2009 and he has bad 8 use years where he was allocated points to use within the club or with the exchange company. He has booked 2 vacations within the club...
inventory and another 6 vacations using [redacted]. All of these vacations were booked for either summer stays or during the holiday week between Christmas and New Years are are considered high demand times. He claims he can't use the points and wants a refund; however he has booked 8 vacations and canceled the latest one over this recent holiday break. This member bought a biennial program at first, 90,000 every other year and then proceeded in 2010 to get an annual membership for 65,000 points per year. His trips in [redacted] seems to be for beach destinations in August or White Mountains during the holiday break at Christmas to New Years. His complaint centers on not getting to Cape Cod in the summer months and that he was promised he could do that with the package he had. Well, he can go to the Cape in the summer but it would be for less than a week and he'd have to book within 4 months of arrival since he doesn't have enough points to book a full week up to 12 months in advance. This should not be a shocking revelation since he was given a Club Point chart and other information when he first joined the Club in 2008 and it's pretty clear on how many points it takes to book Cape Cod in the summer for a week: 135,000 for a studio and up to 170,000 for a 2 bedroom condo for the week. Most club members who have a point package similar to what they own will try to book less than 4 months notice for less than 7 nights and get a better value if they can stay mid-week, Sunday to Thursday nights since it's only 13,500 for a studio, 15,000 for a 1 bedroom or 17,000 for a 2 bedroom per night on the Cape mid-week. So, if he has 65,000 points, then he could almost do 5 nights mid-week in a studio or 4 nights in a 1 bedroom condo. We do provide detailed reference materials on the Owners Inn website and we do offer tutorial online classes for those who want assistance with our Timeshare Genius program. Plus, we have a staff at our club reservation line who are very friendly and helpful to assist in booking vacations and providing information to help fit our club members needs.There is no breach of contract nor is there any misrepresentation of the program from what I have been shown or see in the notes or the agreement. I will personally offer my assistance to the club member to better use the program and help them take some great trips for years to come.[redacted]Purchase Relations ManagerInnSeason Resorts
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]
Well, why not return my phone calls or emails so I can help you use it? You were quick to respond back on the Revdex.com complaint, but I am offering to help you use it and book the stays.Were you not aware of the club point grid, see attached, that was in your owner book and online prior to upgrading? I did explain there are ways to get to the Cape, but it'll involve going on shorter notice (4 months prior to arrival) and you will get more value by going mid-week.Call me or email me so we can set up an online demonstration on how to book using the website and we can record the entire training session. Sincerely,[redacted]InnSeason Resorts
We will send this owner at $20.00 [redacted] Gas Card to resolve this complaint. [redacted]V.P. of MarketingInnSeason Resorts
Ms. [redacted] spoke to an agent on the phone that explained that the airfares have to be used in conjunction with specific hotels at her destinations. Our protocol, once a client has accepted the offer and makes an appointment with the agent, is a Manager gets on the phone and reviews all...
of the criteria and terms and conditions of the offer. The manager then re-confirms the client's email address so we are able to email all of the details of the offer to the client within one hour of talking with us. Ms. [redacted] did receive this letter and has acknowledges as much. Please see below my response to Ms. [redacted]'s allegations:Bessie, please open and read the attached confirmation letter you were emailed the day you made the appointment to attend the promotion at the [redacted]. On the first page, second paragraph, it states clearly that you must select accommodations from the airfare ticketing agency: Your Gifts! “Fly Away. Getaway.” This fabulous vacation package is good for four (4) Round-Trip Airfares good for two years from issue date, for two separate vacations. When using airfares, select accommodations must be reserved though the airfare ticketing agency, First Priority Travel. You have choices at 37 vacation destinations. There is a 45 day advance notice required to book reservations. Only major air carriers are utilized. On page 2 of the letter, it goes into great detail about the use of the 4 airfares. We are unable to alter the use and/or the terms and conditions of this vacation package. As for being told 'no strings attached', that did not happen, as that would be dishonest and totally counter-productive. Why we would lie to a client on the phone, then email them the truth 15 minutes after we speak with them? You will need to redeem the 4 airfares according to the terms and conditions of use.This is no further resolution to this complaint. [redacted]TripJoy Advantage/InnSeason Resorts
I reviewed the complaint and the letter that was provided to me back at the end of October by this couple who seemed to have an amazing recall of every detail from their preview of our program in Ogunquit back in May 2017, which to me is amazing since it's difficult for me to recall exactly what...
happened in a 1 hour meeting with colleagues a few weeks ago with such clarity. Thankfully, I take great notes for me to be reminded of the key topics and issues; however, this couple must have better recall than myself or they took extensive notes during the presentation.Upon reading the letter written from October, I looked at the claims that the customer stated the sales representative made to them about the product and its benefits. In fact, for most of first 6 or 7 items listed, I was nodding my head in agreement that it sounded like the representative was described to have explained the program very well. Yes, the customer would OWN the timeshare and they could in fact WILL it to their heirs or RENT it out if they didn't want to use it. Yes, there could be some tax benefits, but just like a home, people should get expert tax advice from those who are tax professionals and our team does not profess to be tax professionals. Yes, there would probably be minimal increases in maintenance fees over the years, but again that is subjective as noted by the consumer and she did not ask for historical data to see how much prior years fees have increased.Yes, as the consumer recalls, the representative suggested that once the loan was paid off then the couple would save more than paying for their vacations outright without this program and I'm sure that all of our guests DESERVE to take vacations since most work hard and need time to recharge and spend time with their loved ones.BUT....then we start to go off track on what is offered when the consumer claims that our company offers to BUYBACK the timeshare at anytime and that we buy them back all the time! (??) I have worked for our company for close to 15 years and we have never had a buyback program nor have we provided any such assurances within our agreements to the customers who purchase the intervals from our company. We do provide a ton of resources to our new owners, we offer live and online tutorials to help new owners with how to use the system online to book their reservations. We in fact had emailed to this couple an offer to attend a RCI Points live training session in late October or early December just prior to them sending us the complaint letter in late October. We have an extensive library of resources on our website for owners with How To's to use the RCI Points and other benefits they have with InnSeason Resorts, we call that program the Timeshare Genius program and it's considered a pioneer in customer service for timeshare developers who are looking to copy our efforts for their own companies.The other issue that seems odd is that they said they are interested in camping and that our representative stated this program works at campgrounds. That is not consistent with what was presented on by our team when I asked the manager and his rep about this claim. The RCI Directory of Resorts that was given to this couple on the day of the purchase does NOT include a single campground to use the RCI Points. There are some alternative types of vacations that the points can be used to book. For example, there are houseboats in several locations such as Florida, South Carolina, Arizona and Missouri. There are also 50-65' catamarans in the Carribbean and French Polynesian where you can stay on-board these vessels with 3 other couples and cruise around those locals with a captain and first mate. These are not the normal resort destinations as shown amongst the 4,000 resorts in the RCI Directory that they were provided.In the later part of the letter their desire to buy a travel trailer and pursue that kind of vacationing seems to be the impetus of the request to have my company buy their timeshare back from them. There were no such offers made and no such conditions listed in the agreement when they were purchasing the program. In fact, they said our staff did NOT give them time to read the "countless" documents they signed and that they signed, over and over, without ever reading a single paragraph of the contract. I find that hard to believe to take at face value. For someone to have such great recall of the minute details in the 2 hour presentation but have no recall or interest in reading a legally binding contract for over $13,000 and loan terms that require a 10 year repayment term is not reasonable.In fact, if the customer did not feel comfortable with the amount of time provided to review and sign the paperwork, then whether they were buying our product or a car or a travel trailer, then my suggestion to anyone is to get up and leave without buying anyone's product. Our company disclosed to the customer in a Buyers Acknowledgement form and in the Public Offering Statement that was initials and signed that they received such disclosures that day, that they had a rescission period to cancel the agreement with a period of days if they did not want to keep it and get a full refund. So, even if they didn't read all of the paperwork at the time of the presentation (not a good idea), but they could have easily reviewed all of it in the privacy and comfort of their home immediately after they arrived home and without any undue influence from a sales person, they could have read and decided if they felt comfortable with the purchase. If not, then they had a means to cancel and get a full refund of the purchase.It seems like they have buyers remorse and changed their minds about what they wanted a few months after they purchased and the story that our company promised to buy back the timeshare was used to in an attempt to force our hand; however, there is nothing to support that claim and in fact, if that was a big reason for why they did purchase, then what effort did they make to ensure that claim was contained in the written agreement for them to fall back on months or years later? Nothing. In fact, they claim they didn't read any of the paperwork.I offered to do an online demo for this couple and we sent them an email invitation in October to attend a training to learn more about how to book and use the program. It was never brought up that they even tried to use the RCI Points program, but rather they have a change of heart on how they plan to travel in the future. That's fine and we certainly are fine with people making changes in their travel lifestyle, but we made promises to our lender when they signed a Promissory Note to repay the loan they agreed to back in May 2017. If they are looking to do something different, then they are free to sell the program to anyone they want, pay off the loan and do a transfer to someone else so they no longer OWN the timeshare. But, we never promised to buy it back or act as their sales agent to sell it for them and we haven't done that for others in the 15 years I have been with the company.The complaint repeatedly used the term "lies" over and over again; however, the only things in this complaint that is inconsistent with our agreement and RCI information provided are the claim that we offered to buyback the timeshare anytime and that they could use it at campgrounds. Neither of those claims were presented by our team or offered in our agreements with InnSeason or RCI.Lastly, the plane vouchers do work and there are certain terms and conditions that need to be met, but we are happy to get someone to help the customer to use those plane vouchers if they want our help. I'm willing to help this couple better use the RCI Points program and their InnSeason benefits so they can take some fabulous trips for years to come. Even if they choose to buy a travel trailer, like many of our other owners, then the RCI Points program can supplement their travel plans since trailers can go oversees or are not easily driven across country in a short period of time.Sincerely,[redacted]Purchase Relations ManagerInnSeason Resorts
To the Revdex.com: I think that the customer's "rejection" should be pulled for its hateful language and lack of substantive rebuttal to the actual agreement they entered and my earlier responses. When I read it to myself and others we wondered if they were making a threat to me and my persons. I have attempted to be professional, respectful and polite in my attempt to respond to this customer's complaint; however, the nastiness they have exhibited does not deserve any additional response from myself or my organization.If the customer's response is left for public consumption, then I would expect that my name is removed since this was over the top. The customer states that they are not even engaging about what they signed or agreed to, but instead a bunch of claims that can't be verified and do not make sense, as explained in my earlier responses to the customer.The Revdex.com forum is not a place to trade insults and I certainly don't think the vitriol that she is spitting out is worthy of staying on the Revdex.com website, so I ask that you revert this case back to the closed position in which you had previously notified me back on January 22, 2018.
The customer's contract is being serviced by our lender, [redacted] in [redacted], NY. The customer signed a contract for a loan payment of $182.00 per month with our company and agreed to automatic payments to be drafted on the 15th of each month with her credit card ending [redacted]...
starting in December 15, 2015.Her payments have been timely processed wit the payment method on file until October 15, 2016 when she contacted an InnSeason loan team member, at our corporate office, requesting to change her payment date for that month to the 28th of the month as a one-time payment transaction. The InnSeason team member sent an email notification to [redacted] regarding the request. The customer called once again on November 10, 2016 to ask that her payment be processed on the 28th of the month again at which time she shared about her payday being changed and needed to know if the 26th of the month would be an option for her instead of the 15th of the month. Per [redacted]'s notes, they stated that the due date could only be changed to the 23rd at the latest and were awaiting to hear back from the customer in regards to making that payment switch a permanent change and they would need her authorization to do so. The customer did not contact [redacted] to authorize the change, so they processed the December 15th payment as they were authorized by the customer in her agreement.The customer claims she did change the date to the 26th; however, that is not what [redacted] shows in its notes and is not what they can do according to their policies.The January 15th payment was processed on January 17th, due to the MLK Holiday weekend. The owner did not contact us about having her payment date changed again or even inquired about it. Given that her December 15th payment was processed with no request mentioned, our InnSeason team members help many people with one time exceptions to change dates, but rarely are the requests done every month by the customer. Any request to change the day of the month when the automatic payment is pulled is handled by the lender, [redacted], not InnSeason Resorts. The InnSeason team has had phone conversations with the customer in October and November, so I am not sure why the customer said they had to dig through 2 years of emails to find a contact number to reach our office. She had called our team within the last few months and she was provided with the contact information for [redacted] in her ownership package which was only a little over a year ago. [redacted] will change her automatic payment date to the 23rd, if she just calls them to confirm at [redacted]. It's not up to o up to InnSeason Resorts to allow this change and we merely helped facilitate a one-time change in her payment with [redacted]. The customer called back on January 18th and spoke to an InnSeason team member who explained that her situation was beyond her expertise, so the customer was transferred to the Manager who tried to assist, but the customer yelled at the manager and said she would not let the Manager explain the circumstance with [redacted]'s rules on autodraft payments.The Manager said [redacted] never mentioned overdraft fees and asked to speak to the Manager's boss; however, that Manager is the boss and the customer would not complete the conversation and hung up on the Manager.This complaint is against InnSeason Resorts; however, this customer has an agreement to be serviced by [redacted] in [redacted] NY and this customer did not call [redacted] back to authorize a change to her automatic payments to the 23rd, the latest date available to process automatic payments with their company. If she reaches back out to them, they will service her account and help her process her request to change her date to the 23rd, not the 26th.Our team members at InnSeason help supplement the service provided by [redacted] and try to give a more personal touch to our owners; however, we can change the rules of the servicing agent, [redacted] to accommodate every request. We hope this customer speaks to [redacted] this week to resolve the date of her automatic payments going forward.