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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.
Customer Complaints Summary
648 complaints closed with BBB in last 3 years | 222 closed in last 12 months
Total Closed Complaints
Advertising / Sales Issues
Billing / Collection Issues
Guarantee / Warranty Issues
Problems with Product / Service
Total Closed Complaints
Additional Complaint Information
Complaints are alleging misleading or high pressure selling tactics and dissatisfaction with the free award received at sales presentations. Complaints from timeshare owners primarily allege difficulties cancelling contracts, difficulties making reservations for specific dates, or dissatisfaction with resort services. Most complaints have been answered, however customers have not always been satisfied with the company's response.
Complaint I was at a Chicago Bulls game on Dec, 25th, 2014 with my son, and I was approached by a salesman representing Silver leaf Resorts, Inc. and was told if I ever heard of them or not, which I said not at the time. I was told then that they were having an special for the holidays; of 2 nights 3 days at Key Lime Cove Resort for the amount of $79.00, that usually is for $99.00. I asked him few times if this was a time share and every time he said no, and that I was only a holiday promotion that they are having for the holidays? He also said that we will be spending the 2 nights at the mentioned resort with access to the water park for the 3 days we are staying at the resort. He also described the rooms we are staying in, which he said they were 2 bedrooms, small kitchen, small dining place and could fit up to 6 people.I was sold on what I was told, and I even purchased 2 more vacation packages for my brothers after I talked to them and they were excited about the deal. I was told that in addition I will be receiving a $40 gift card which we end up getting in addition an additional gift for 2 nights and 3 days in any of there resort locations and all that I need to do is call and make our reservations, which we end up doing few days later.That when we found out the truth, which was a time share, we didn't spend the 2 nights, 3 days at the Key Lime Cove resort, but they end us sending us to Fox River Resort instead and we were told if we don't do that we will loose the right for our vacation rewards. We didn't stay at the actual resort Fox River Resort they end up sending us to a 30 minutes drive hotel instead, they only give us one day passes to the water park instead of the 3 days we were promise. We also had to take a 90 minutes tour at the resort, so it was a time share at the end. One of my brother's end up cutting his trip to one night instead the 2 nights,because we were so disgusted we the whole process. We did complain at the time of the tour, but they could care less. Product_Or_Service: Great Vacation Gateways Order_Number: XXXXXX
Desired Settlement I am looking to resolve this issue by actually spending the 2 nights, 3 days vacation as promised initially without any addition cost for my self and my brothers. We were given the 2nd package, but they are now requesting a $100.00 security deposit...go figure???
Business Response Dear ********** have received and investigated the Complaint.We are happy to report that we have completely resolved the Complaint to Mr.****'s satisfaction.On December 25,2014,Mr.**** participated in our Great Vacation Getaways promotion held at the Chicago Bulls game.All details about the promotion were included on the written details of participation displayed out our marketing booth.Mr.**** purchased a total of three(3)vacation packages;one(1)for himself and two(2)other packages in the name of **** **** and ***** ****.He paid $79.00 per package,for a total of $237.00.The purchased packages require purchasers to travel to Silverleaf's resort to attend a sales presentation in advance of their travels to Key Lime Cove.Upon completion of the sales presentation,purchasers receive the travel certificate redeemable for a two(2)night stay at Key Lime Cove.Mr.****,Nael **** and ***** **** each completed and signed the Great Vacation Getaways purchase form acknowledging that they agreed to the details of participation for the promotion.The details of participation include the following disclosures:that(i)this offer is for three(3)days and two(2)nights hotel/motel accommodations for up to two(2)adults and up to two(2)children under the age of sixteen...andaaccommodations will be for a single room at a Silverleaf Resorts partner hotel in the destination area";(ii)"THIS MATERIAL IS USED FOR THE PURPOSE OF SOLICITING TIMESHARE/REAL PROPERTY SALES OR INTERESTS IN REAL PROPERTY";and (iii)"you must complete a 90-minute vacation ownership sales *************************** **** and ***** **** each confirmed times for their sales presentations and they each completed a sales presentation on January 17,2015.Two days prior to the date of the sales presentation,we sent each of them a confirmation email that clearly disclosed that(i)they would be staying at the Best Western Oglesby Hotel for two(2)nights,and(ii)they would be required to attend the presentation at Fox River Resort on January 17,2015 at the time of their scheduled presentation.Upon completion of their sales presentations they each received(a)a resort day pass ** Silverleaf's Fox River Resort;(b)four(4)passes ** Pirate's Cay Indoor Water Park located at Silverleaf's Fox River Resort;(c)a travel certificate redeemable for a two(2)night stay at Key Lime Cove (included water park passes),and(d)a $40.00 Visa card.Upon receipt of the Complaint,we spoke with Mr.**** and apologized to him for any misunderstandings arising in connection with our promotion.As a goodwill gesture we refunded him his complete purchase price of $237.00.We also agreed to pay the $100.00 deposit required for the registration of his travel certificate.Mr.**** has indicated that he is satisfied with our resolution.If I can be of further assistance do not hesitate to contact me at XXX-XXX-XXXX.Sincerely,****** *******,Director of Owner Services
Complaint I would like Silverleaf to cancel our contract the high pressure sales tactic made us sign for a vacationing service that does not offer what they say They drilled me and 2 of my friends for 4 hours before they said we can receive our free trip. They sat us in a room and told us to sign and initial everything without explaining that this was a loan. If we knew this was a loan we would have never signed a contract. They said everything needs to be correctly signed and initialed for the process to be final. They even sent a guy to follow us back to our house which was 2 hours away to collect a signed check from me for $600. They called me the next day and said they messed up our paperwork and we had to come back to resign everything. I told them we couldn't come out for at least a week and she insisted on offering me a free weekend if we could come. They called me day after day saying we need to come back and resign everything. We did not go back to resign and considered the contract void. We never used this service or the free vacation and somehow this contract is in place. There are three of us on this loan and we can not afford to pay extra money out of our pocket to pay this ridiculous scam. How did they complete the paperwork without our signatures. My credit score has gone to shambles and this is a nightmare
Desired Settlement I would like our contract to be cancelled and to get our name of this loan. You can switch our names with whoever new that comes to your location to buy this this nightmare for all I care. You can even give them our $600 deposit that you took from me. Please take this off my credit report as well this has affected me in a huge way where I can not even open a Macys card. This is a terrible thing to do to someone and basically ruin their life. Please cancel this contract
Business Response We reviewed and investigated the Complaint.We are happy to report that we resolved this complaint to the satisfaction of Mr. *********.On May 10, 2104, Mr. *********, Mr. ***** and Mr. ***** attended a sales presentation at the Fox River Resort and purchased a biennial vacation interest in Apple Mountain Resort during the red color season.In accordance with our normal procedures, Mr. *********, Mr. ****** and Mr. ***** underwent Silverleaf's extensive verification process. At that time, our verification officer reviewed the contract documents with them and showed them a video that explained their ownership rights to them.Included with their contract documents was a promissory note that clearly identified the total amount being financed, the interest rate, the amount of their monthly payment, the number of monthly payments and the date by which the loan would be paid in full.They also signed a Contract for Sale that detailed the terms of the loan, together with a Servicing Disclosure Statement, the sole purpose of which was to notify them that they are applying for a loan.In addition, they each signed a credit application to apply for a loan.Based on the foregoing, we find it hard to believe that they did not understand that they were applying for a loan.Mr. ********* asserts that they were called to come back to the resort to correct a contract.We have no record of this call.However, our records show that our verification officer called the day after their purchase and spoke with Mr. *********, who said that he was happy with his purchase and confirmed that he had no questions.There was no mention of any desire to cancel the contract, nor was the rescission right set forth in the contract subsequently exercised.Payments were authorized to be made on the account via auto draft. However, the first payment due on July 1, 2014 was declined due to the credit card of record having been reported lost or stolen.We attempted to contact Mr. ********* and the other co-owners regarding other payment arrangements, but we unsuccessful in our attempts to collect payment from them.Not once during our conversations with them did they ever mention that they felt that the contract was void or that they did not understand that they were applying for a loan at the time the contract documents were signed.In August as our collection efforts continued, we spoke to Mr. Ahmed who requested that we cancel the account because the other co-owners did not want to pay on the account.We explained to him that we would not cancel the account as the rescission period had expired. Over the next six (6) months we made numerous attempts to contact Mr. *********.Notwithstanding our attempts, Mr. *********, made no efforts to communicate with us. Upon receipt of the Complaint, we contacted Mr. ********* and explained that he never sent us a written request for cancellation during the applicable rescission period. It was during this conversation that we were able to reach a mutually agreeable resolution with Mr. *********.A copy of the signed Acknowledgement/Release is included with this response letter.If I can be of further assistance do not hesitate to contact me at XXX-XXX-XXXX. Sincerely,****** *******,Director of Owner Services
Complaint State 3 day rule they refuse to honor it Me and my wife attended a sale pitch meeting what supposed to last 2 hours but we were kept there for 6 hours even though i kept telling them i need to go because i needed to get back home because i left my medication -100 percent disable war veteran-at home. They would just build someone else in saying it would be just a couple of more minutes i just got tired and agreed just so i could get them to leave me alone and i could get home once home i ask my wife to cancelled the contract witch she did the next day but the company refuse to let it go.They attacked my credit report saying my mortgage is not paid that i late 6 months you name it.This the worst company i have ever dealt with in my life.No honor and no respect for a ill veteran and the state law.
Desired Settlement I would love for them to honor the state law and leave me alone.Let me enjoy what life i have left without dealing with a crooked company
Business Response We reviewed and thoroughly investigated the Complaint.We are happy to report that we have completely resolved the Complaint to the satisfaction of Mr. and Mrs. *******.Mr. and Mrs. ******* originally purchased a Silverleaf Vacation Sampler on October 7, 2011, which is a trial membership that allows them a six (6) day/five (5) night stay at Silverleaf Resorts. Mr. and Mrs. ******* indicated that they were excited about their purchase; in fact, they referred family and friends to visit our resorts.On December 7, 2013, they attended an update meeting and purchased a biennial vacation interest in Holiday Hills Resort during the white color season.On February 8, 2014, Mr. and Mrs. ******* attended a sales presentation and upgraded their biennial vacation interest in Holiday Hills Resort to an annual vacation interest in Silverleaf's Seaside Resort in an Ambassador unit.In accordance with our normal procedures, Mr. and Mrs. ******* went through Silverleaf's extensive verification process, wherein not only did the verification officer covered the contract documents but also showed them a video which fully explained their ownership.The verification officer even noted that they took the time to read over all the documents they signed which included documentation notifying them of their statutory rights of rescission.Included in the documents of their most recent sales transaction was a Sales Price Addendum form that they both signed, indicating that they understood that should they cancel their purchase they would revert back to their previous account.In this case, it would have been the biennial vacation interest in Holiday Hills Resort.Subsequently, Mr. and Mrs. ******* exercised their statutory rights of rescission and their vacation interest in Silverleaf's Seaside Resort was canceled; however, their previous account was reinstated. After multiple attempts to explain to Mr. and Mrs. ******* that their previous account had been reinstated and to discuss payment arrangements, in March 2014 Mr. ******* indicated that he would not be making any further payments.We had no alternative but to initiate the foreclosure process, which we did in September 2014.All foreclosure notices were mailed to Mr. and Mrs. ******* and their account was foreclosed upon in November 2014.We spoke with Mr. ******* on January 19, 2015 after receiving the Complaint from your office.Mr. ******* claimed that he was not aware that when he cancelled his last purchase that his previous account would be reinstated.However, we were able to come to a mutually agreeable resolution with Mr. *******.If I may be of further assistance please do not hesitate to contact me at XXX-XXX-XXXX.Sincerely, ****** *******,Director of Owner Services
Complaint The Representative I spoke with said a $20 deposit is required and in any case that I can not make it to the tour I will refunded $40. On XX-XX-XX I was at the mall with my boyfriend and one of the reps approached us and asked us to scratch off a ticket to see if we win a vacation, so for fun and games we did and it said we didn't win as we started walking away, ********, asked a few questions about vacations and as we're talking to her she tells us that SilverLeaf Resort offers free vacations/cruises to people and all they have to do is deposit $20 and sign up for a tour date to see the Resort and if interested we can also purchase a timeshare. We were hesitant about everything and my boyfriend kept asking if this is actually true and we said a few times that this is too good to be true and ******** convinced us that everything would be alright and there was nothing to worry about. I gave her my card and the $20 deposit was put on the card, she then said if we for any reason canceled I would be refunded $40 and the paper work that I signed also stated the same thing as well. A couple of days after that we decided to cancel the tour date we had set-up because it was not worth it to us to drive 3 hours to the resort for a 90 min tour, the Representative on the phone I spoke with asked me if I was sure I wanted to cancel and I said yes, then she said all deposits and offers will be forfeited by the Resort and the conversation ended. A few days after the call I noticed that my money was never refunded back to me then I started receiving pre approval letters in the mail stating I'm pre approved for a $22,000 loan based on my credit history. I never gave these people permission to send me any offers in the mail or run my credit history either and the paper I signed on the 13th of December does not say that by signing I give them permission to do so. The resort has also been calling me on another number that was provided to them and they have been calling my boyfriend as well on numbers that were never provided because he never gave them any contact information to begin with. I wrote them an email letting them know I was promised $40 back and was never refunded and that I would also like them to stop sending me letters about their offers and looking into my credit history.I am still waiting for a reply from the resort in regards to this matter but I do not think I will get far with them just from the situation that I'm in with them and even from reviews I have seen from workers stating they know what happens to people when they sign us up from tours but they don't care about it either.
Desired Settlement I would like the $40 that was promised to me as a refunded to actually be refunded from me and I would also like them to stop calling my house phone and sending me the pre approval letters.
Business Response We have reviewed and investigated the Complaint. We are happy to report that this Complaint has been completely resolved to ******** **********'s satisfaction.In December 2014, ******** ********** participated in one of our promotions held at the Crossgates Mall in Albany, New York. All details about the promotion were both verbalized to Ms. ********** and included on the written details of participation displayed at our marketing booth.Ms. ********** paid a $20.00 deposit and was advised that after completing the sales presentation she would be given $40.00. The promotional materials specifically provide that the deposit is refundable after the completion of a sales presentation. Nevertheless, Silverleaf often refunds deposits to consumers who notify Silverleaf prior to the sales appointment that they have elected to forego the sales presentation and who request that their deposits be refunded.We reviewed our records and are unable to confirm that Ms. ********** requested a refund of her deposit at the time she cancelled her sales presentation. Assuming that the request for refund was made at that time, our customer service representative should have asked her what her preference was with respect to the refund (i.e. whether she wanted the refund to be in the form of a credit applied to the account she used to pay for the original deposit; in the form of a VISA gift card; or in the form of a check).The customer service agent that spoke with Ms. ********** did not make the appropriate notations in the files that would commence the processing of Ms. **********'s refund.We have addressed this issue with the customer service representative in question and have used this Complaint as an opportunity to remind all of our customer service representatives of the importance of promptly and accurately documenting all refund requests in accordance with company procedures.After receiving the Complaint from your office, we communicated with Ms. ********** via email and agreed to issue her a refund of her original $20.00 deposit, together with an additional $20.00 for her inconvenience. A check for $40.00 was mailed to her on January 21, 2015.Upon review of the Complaint we understand that Ms. ********** does not wish to receive promotional marketing materials and/or telephone calls from Silverleaf in the future.Accordingly, we have removed all of Ms. **********'s contact information from our marketing database.We apologize for any inconvenience this situation may have caused Ms. **********.If I may be of further assistance please do not hesitate to contact me at XXX-XXX-XXXX.Sincerely,****** *******,Director of Owner Services
Complaint We feel that we were misled into buying something that actually had a value and if we were not happy we could sell it or have a way out. We got suckered into a "you have won a prize" deals and we showed up and the pressure to purchase was very tangible, we stated we did not take vacations ever, after several hours of continued badgering we were coerced into an agreement that we almost felt like was a good deal for our family, immediately after getting home we began receiving phone calls demanding that we comeback and use the service we told them we did not have the time they told us that was impossible and we just needed to make the time we asked to be left alone and not bothered and we continued to pay our bill, the calls kept coming and coming I then asked a "manager" about getting out of this situation I was informed that I was stuck with it because I signed an agreement and when I paid it off I still would have monthly payments for the rest of my life for maintenance and upkeep regardless if we used the facility or not if I paid the 18k for the unit and missed my maintenance payments I would lose my property and be turned over to collections, this amounts to slavery per the very definition. I asked to be taken off the call list and still I have paid my bill for over 2 years we have spent over $10,000 with them and they still call and harass me constantly that I need to come in and use the facility and it doesn't matter to them that I ask them not to call or that I have paid for the service and chose not to use it they call and call and call and demand that we go up to the resort. I feel it is time for me to get an attorney and see what I can do simply for the harassing phone calls and uncaring attitude for the things I have going on in my life at current nearly $400 per month in payments made to them and they continue to badger me. I think I need to start telling everybody I meet when I am at a spurs game or any other venue where these booths are setup to spin them wheel and fill this paper out and you can win a prize to not be as stupid I have been and make a deal with these people they are absolute vampires living off the working middle class and grinding us to dust.
Desired Settlement Best case I would like to have my $10,000+ back and my contract ended with no penalty to me or my family as far as collections, at this point I would merely like to be rid of the property with no repercussions on my credit report, they can keep my money and choke on it if they desire. If I have to get an attorney for this I think the amount of savagery and constant badgering via phone calls should be construed as harassment I have asked repeatedly to be put on a do not call list and they tell me ok we will no longer contact you then they do over and over again it is mentally stressful, I sometimes feel like they are breaking me down with the repeated contact and pressure, this is to me the very essence of terrorism.
Business Response We have reviewed and thoroughly investigated the Complaint.We are happy to report that we have completely resolved the Complaint to the satisfaction of Mr. and Mrs. *******.In December 2012, Mr. and Mrs. ******* chose to participate in one of our promotions held at the Ingram Park Mall in San Antonio, Texas.All details about the promotion were both verbalized to Mr. and Mrs. ******* and included on the written details of participation displayed at our marketing booth.Mr. and Mrs. ******* attended a sales presentation and toured Silverleaf's Hill Country Resort on December 16, 2012.It was during this sales presentation that they chose to purchase an annual vacation interest in Silverleaf's Hill Country Resort during the red color season. Silverleaf provided Mr. and Mrs. ******* with copies of all of their sale documents, including documentation notifying them of their statutory rights of rescission.The ******** did not elect to rescind their contract after the consummation of the sale.In fact, when our verification officer reached out to them three days after their purchase and spoke with Mrs. *******, she stated that they were happy with the purchase and thanked the verification officer for calling.Our records indicate that April 4, 2013 was the first time we called Mr. and Mrs. ******* to invite them to a voluntary update sales presentation. At that time, Mr. ******* said he had no time to visit our resorts.In June 2013, we received a request for no calls and they were not called for another year.We spoke with Mr. ******* on January 7, 2015, after receiving the Complaint from your office.At that time, he advised us that his children are heavily involved in school sports and they do not have time to utilize the resorts.We discussed several options with Mr. ******* and we were able to reach a mutually agreeable resolution with him.A copy of the signed Acknowledgement/Release will be sent to your office upon receipt.If I may be of further assistance please do not hesitate to let me know.I may be contacted at XXX-XXX-XXXX.Sincerely, ****** *******,Director of Owner Services
Complaint We are done having faith Silverleaf will fix our issues, no more upgrades, and we want to cancel. Currently, we own two timeshare units with this company - one at Hill Country and one at President's Villa. These contracts are a result of our fourth upgrade of the original contract, purchased in the summer of 2007. Every single time we attended an upgrade meeting, we were convinced that we are not able to use the program as expected because we did not own the right weeks or the right resort, or simply that we did not have a high enough membership level. Each and every time, the sales people were able to zero in on our heaviest concerns and use our inexperience against us. We did not understand a lot of what was being explained, but as they were the professionals, we deferred to their knowledge, and unfortunately, listened when we were told we needed to upgrade in order to enhance our usage.
Despite the upgrades, we find we are still not able to vacation as expected. There is never availability and nearly eight months after our last upgrade, we do not even have the information needed in order to access and use our RCI account to travel to other locations. We are done. We have encountered lie after lie at the presentations (see the enclosed sworn statement) and now we are paying for something that is unusable. If we could turn back time, we would certainly have never fallen for the deceptions, but the fact remains that we did. That is why we must insist that you cancel our contract and issue a refund of the monies paid. We are at fault for falling for the lies. The agents, as representatives of the company, are at fault for generating the lies.
In the summer of 2007, I, ******, signed up for the opportunity to win a car while at the Temple Texas Mall. Shortly after, I was contacted by a representative from Silverleaf who invited my wife and I to visit the Hill Country Resort in Canyon, TX. We were promised a gift card to pay for our fuel, a cruise, a trip to Las Vegas, a camera and gift bag, and a chance to win a TV. The presentation was to last 90 minutes, but it lasted approximately five hours. When it was over, we had purchased a timeshare lodge, paying $10,000 on two credit cards and financing the remainder through Silverleaf.
In the spring of 2008, we were contacted again and asked to attend a member's meeting at the Hill Country Resort. We were told the purpose of the meeting was to train us on how and when we could use the resort, but it turned out to be another sales presentation. The representatives belittled us, telling us we did not have enough power with what we had purchased in 2007 and insisting we would never be able to vacation with what we owned.
We were told we needed to upgrade and buy another week to obtain Diamond Plus status if we wanted any hope of securing reservations. With the upgraded status, it was said that we would have access to any resort of our choosing. We were then given a questionnaire that asked about places we wanted to visit and things we wanted to do. Once we had answered the questions, we were told that with the extra week, every desire expressed in the questionnaire would be fulfilled.
We were heavily pressured to buy the additional week. We were falsely informed that deeded weeks were being eliminated and were being given the absolute last opportunity to buy one before everything converted to 10-year leases.
Along with the additional week, we received 72 days of bonus time to use when and where we wanted, as long as the travel was within 1-14 days of the booking. We called to book a stay shortly after the purchase, only to find there was no availability. The only method we found for using the bonus time was to call and ask what was available, with no destination in mind. We were never offered the upgrades and sure availabilities we had been promised with the bonus time. We also found booking with no destination in mind was the only suitable method for securing reservations with our purchased weeks as well.
Desired Settlement In the fall of 2008, we were invited to yet another member's meeting, this time at the Seaside Resort in Galveston, TX. Again, it was a sales presentation and again, we were told that we needed to upgrade. This time, the upgrade was said to be required so we could take advantage of the "market fall and the losses of other owners due to the hurricane". We were pressured into the upgrade, only to find the resort never has open weeks. The day after the purchase, we drove to the corporate office in Dallas and filed a complaint. The new contract was cancelled and we were reverted back to the Hill Country Resort contract we had owned previously. As part of the exchange, we asked to be placed on a "no contact" status.
In September 2012, we were contacted by Silverleaf. The called informed us that we needed to attend a member's meeting, insisting that many things had changed since we had been added to the no contact list. Four years had passed *** we felt there might be some legitimacy to the caller's claims of changes being made, so we agreed to travel to the Villages Resort in Smith County, TX. We went for our training and update, only to be informed that we now needed to own two presidential white weeks in order to maintain our reservation power. We were also informed that we had somehow lost our Plus status during the years and not been informed of the status change. This purchase was said to reinstate that status, although it was never explained how it had been lost and why we had to repurchase something we already owned.
In the fall of 2013, we were contacted by Silverleaf and invited to a membership meeting. Again, the member meeting was a sales presentation. The meeting was scheduled for October 27, 2013 and we met with Derek Trohon, Member Service Representative. Not surprisingly, we were told we needed to make yet another upgrade in order to receive RCI Platinum status.
Derek explained that Silverleaf and RCI had recently teamed up in an attempt to help RCI sell through unbooked rooms at their resorts and hotels. With the Platinum status, it was stated that we would have access to those rooms, which would open up a lot of opportunities for vacations that were not available to us in the past. Many of these opportunities, we were told, were reserved specifically for Silverleaf owners who hold a Platinum-level status with RCI.
We were told by Derek that we would be able to sign into our RCI account as soon as we left and would have immediate access to book our dream vacations. Believing this purchase would truly offer us something spectacular, we upgraded and changed our membership from two presidential white weeks to one red week at President's Villa and one red week at Hill Country.
Derek promised us complete access to him, should we have any questions or have issues logging in to our RCI account. When we attempted to log in the first time, we realized we were missing the required RCI account number. We attempted to contact Derek repeatedly but were unable to reach him. Finally, we contacted the Silverleaf offices to file a complaint about his unavailability and were provided with our account number. We were advised to watch for our RCI Platinum membership card to arrive by mail, but nearly eight months later, we are still waiting for the card and the program materials that tell us exactly how to use RCI.
Each of the meetings we attended was said to be only 90 minutes long, when in fact, they turned out to last 5-7 hours. In addition, they were not update meetings or training sessions at all, but sales presentations. Despite the fact that we traded a property in toward every upgrade, we were still required to pay a down payment. There should have been sufficient equity held in each traded property to offset any down payment requested.
Business Response Silverleaf received and investigated Mr. and Mrs. ********' complaint.The ********' complaint is completely fabricated.Accordingly, we find no grounds to terminate their obligations to Silverleaf.Mr. and Mrs. ******** claim they were pressured into purchasing and had been misled by their sales representatives. The facts tell a very different story.Mr. and Mrs. ******** have made 10 purchases with Silverleaf since their original purchase in August 2007.Currently Mr. and Mrs. ******** own a vacation interest at Hill Country Resort as well as a Presidential unit at Hill Country Resort both during the red color season.By owning two properties they receive additional diamond benefits.It is true that each upgrade entitled them to additional privileges, but during each transaction it was clearly represented to them what was being purchased and the privileges attached to that transaction. During each purchase they went through Silverleaf's extensive verification process.In addition to walking owners through and explaining the contract documents, a verification officer also shows a video that fully explains their new timeshare ownership.That same video, along with a new owner's packet, is sent home with the owner. In addition, after going through the process, the new owner signed and initialed an Owner Confirmation Interview (OCI) form wherein, among other things, the owner acknowledges they are of legal age and have the economic ability to become an owner and have purchased for their personal use and NOT for the purchase of obtaining any rental income, tax advantage, depreciation, or other investment opportunity.Also they acknowledged that they understand they must refer to all sales documents, covenants, contract documents, and written sales materials for proper and accurate information, and should not rely on any contradictory oral representations.Further they acknowledged that they understood that Resort Condominiums International (RCI) was a separate company and they received a RCI Disclosure guide that explains their membership benefits.Then in the next couple of days-but within the period in which the owner has the right to rescind the purchase-one or more Silverleaf representatives will call the new owner to make sure they have any questions.On their recent purchase the verification officer specifically noted that they had a great understanding and were very happy with their red weeks and they were looking forward to more usage.Mr. and Mrs. ******** never mentioned any desire to cancel or that they were misled in anyway.Mr. and Mrs. ******** have enjoyed several overnight stays at various resorts and our records indicate that they have made no reservation requests on their current accounts. Also, they have made no attempts to obtain reservations through RCI.Mr. and Mrs. ******** claim in their complaint that they do not have the information needed to access their RCI account, this is not true.Our records indicate that on December 20, 2013 Mr. ******** spoke to one of our on-site RCI representatives and indicated that while they do have RCI points on an account with a property from another developer, they needed to set up their RCI "weeks" account in order to use their Silverleaf property with RCI.Mr. ******** was given his RCI account number and he banked a Silverleaf week into his new RCI account.Mr. and Mrs. ******** were not given 72 days of Bonus Time, as indicated in their complaint.While Bonus Time is based on availability, there is no limit to the number of Bonus Time nights an owner can use on their account.Mr. and Mrs. ******** acknowledged with their signature, all Bonus Time rules and regulations on each of the 10 Bonus Time Disclosure statements that they signed.On June 12, 2014, we received a letter from Mr. and Mrs. ********. The content and form of the complaint and letters strongly suggest that they have paid for the services of an entity that purports to provide advice and the tactics necessary to cancel their account with Silverleaf- even though the contract is valid and binding on both parties.Owners that engage such a "relief" or "exit" company were not misled during the sales presentation nor did they experience poor service thereafter.Rather, more often than not, the owner has experienced a change in his or her circumstances, whether it be some financial hardship, a change in employment, or other factors preclude them from vacationing, or simply a change in their desired vacationing lifestyle. But because the contract with Silverleaf is binding, just like a note to pay off a car or a mortgage for a house, the owner seeks alternative ways to be relieved from their obligation.These "relief" or "exit" companies encourage owners to file complaints with the BBB and coach owners to make allegations or oral misrepresentations or even lead owners to claim something that is not accurate in an attempt to bolster their position.We have attempted to reach Mr. and Mrs. ******** to discuss their complaint, but they failed to return our calls.Should Mr. and Mrs. ******** care to discuss their concerns they may contact me directly at XXX-XXX-XXXX. If I may be of further assistance do not hesitate to let me know.Sincerely,****** ******* Director of Owner Services
Consumer Response First, we are not sure how to react to previous statements by Silverleaf's management with certain insinuations. After everything we conveyed to them, the reply this Ms. ******* sends is about warning of some advocacy company... Obviously Silverleaf needs to worry about their own company if things like what has happened to us are taking place. There is an unmeasurable amount of complaints on the web from thousands of owners who have been through the same situations with different timeshares. We have been able to do some research on how to write to them, and what addresses to contact for that matter. There is a host of inside information about each timeshare company within certain websites from previous defrauded owners with various timeshare companies. Sadly, Silverleaf seems to be one of the highest offenders with misleading sales practices. Thousands of owners can't all be confused nor wrong now can we... So perhaps stops the deflecting of blame here, and help those of us who have fallen prey to such contemp. Maybe the question is, wouldn't it be best for sales agents in the company and alike to just do what they are supposed to, and simply keep things honest? That way these websites are not necessary to be formed to help suffering owners, nor would she have to be dealing with answering such mundane letters with the same complaints over and over. It's apparent the letters they send us are preformatted, so they must get a lot of these complaints. We are not questioning the legalities of what standards the company in general is violating. This all has to do with the behavior of sales people, and the unethical ways of selling the timeshare which are dishonest, and not parallel to what the program really entails once owners try to use it. Naturally, these experiences come way after the state mandated grace period. So it's a win win situation for their company, and other timeshares for that matter. Families get stuck with this after buying it under false pretenses. That is so wrong in every sense of the word. How and why would she want to force a customer to keep and use a product that was not presented to them properly? We won't pay another dollar to a company that is apparently ok with taking our money after they have been made aware of the lies told to us by one of the employees. It's highway robbery at best. We do not doubt they "train" your agents the way they have to be. However, that means nothing when it comes to what is going on within the sales meetings, when no one is around to regulate the agents' way of explaining things. They make commission of the sale, therefore to survive they exaggerate the truth at all costs in order to make a paycheck. It's a fact, whether Ms. *******, or this company wants to accept that or not. So if there is such a huge contradiction in what they document and put in the contracts compared to what these real estate employees they have working for them are saying, doesn't this amplify there is a very big problem going on? We will not retreat from this, and no we are not getting any help. We are about to proceed to contacting the state now. We have explained our terms and why we want out of this. Go back and read our affidavit, and provide us this exit you say we are seeking help for.
Final Business Response Thank you for the opportunity to provide a rebuttal to Mr. and Mrs. ********'s response.As stated in our original response, each owner is required to complete our Owner Confirmation Interview (OCI) form.It is Silverleaf's desire to ensure that every owner completely understands the details of their purchase and to clarify anything that may have been misunderstood during a verbal explanation.Mr. and Mrs. ******** completed an OCI during each of their purchases and we would like to remind them that they have owned a total of ten accounts with Silverleaf since 2007.There was no misrepresentation by a sales person and, had Mr. and Mrs. ******** felt they had been deceived, we would have expected to hear from them before now.Mr. and Mrs. ******** did not purchase ten accounts under false pretenses, and had Mr. and Mrs. ******** found a contradiction in their contracts based on what they were told by a sales person, they had ample time to bring this to our attention.Their most current purchase was in October 2013 and it wasn't until June 2014 that we received their first complaint, which was a form letter requesting that we cancel their account.We have also pointed out how they lied to the BBB.Their complaints simply cannot be justified.We continue to attempt to contact Mr. and Mrs. ********, but they will not speak to us or return our calls. We are certain we can assist them with their account, but this will require a conversation. Should Mr. and Mrs. ******** care to discuss the options that are available to them, they may contact me directly at XXX-XXX-XXXX.Sincerely, ****** *******,Director of Owner Services
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)
First, we are not sure how to react to your reply to the BBB as your letter's insinuations or should we be more alarmed that Silverleaf apparently has so so many complaints that it sounds like you have to reply a lot to letters like ours. The internet has a wide array of sites to go to for consumers these days. Anyone can obtain template letters for pretty much any situation requiring a formal communication. It's sad to see that Silverleaf has an immeasurable amount of complaints on the web from hundreds of owners who have been through these same situations as us, and thus we have been able to do some research on how to write to Silverleaf, and what addresses to contact for that matter. There is a plethora of inside information about each timeshare company within certain websites from previous defrauded owners. So maybe the question is wouldn't it be best for sales agents in your company and alike to just do what they are supposed to, and simply keep things honest? That way these websites are not necessary to be formed to help suffering owners, nor would Silverleaf have to be dealing with answering such mundane letters with the same complaints over and over. We are not questioning the legalities of what standards Silverleaf's company in general is violating. This all has to do with the behavior of sales people, and the unethical ways of selling Silveleaf's timeshare to people that is dishonest and not parallel to what the program really entails. Naturally, these experiences come way after Silverleaf's state mandated grace period as our window to cancel is open for. So it's a win win situation for Silverleaf and your agents it seems. Families get stuck with this, after buying it under false pretenses. That is so wrong in every sense of the word. How and why would Silverleaf want to force a customer to keep and use a product that was not presented to them properly? It sadly looks like Silverleaf is apparently ok with taking our money after being made aware of the lies told to us by one of Silverleaf's employees. It's highway robbery at best. To have policies in place stating agents are to obey certain rules, means nothing when it comes to what is going on in Silverleaf's sales meetings when no one is around to regulate these sales people's way of explaining things. They make commission of the sales, therefore to survive they exaggerate the truth at all costs in order to make a paycheck. It's a fact, regardless if your company wants to accept that or not. If your contract is so different than what your agents are telling people, and you are getting all these letters of complaint, doesn't that show right there the problem here is your agents, not the owners? We will not retreat from this, and no we are not getting any help from anyone, however your help in resolving this matter is what is truly needed, not your hostile demeanor. In addition your slanderous accusation of us lying, we suggest Ms. ******* regardless of what you think is some kind of bullying powerful position that you hold, you need to watch your tone. We have explained our terms and why we want out of this.
Complaint To Whom It May Concern, We purchased a timeshare from Silverleafin June 2011, and over the next two years we were coerced into three different "upgrades" that were supposed to give us what we understood we had in the first place. At every presentation we were frustrated to learn about the negatives of what we owned from the same company that sold it to us! Every time, we have been told we are making a great investment, and then the next time we are told that it's not so great. Throughout all of it, we have met only with rudeness and hostility on the part of Silverleafs telephone reps when we have called to try and sort things out. We finally wrote a letter to Silverleafthis July 8. Over a month later, we got a letter from *** ******* Silverleafs Owner Services and Reservations Manager. He said that he had been trying to contact us to discuss our letter. That was news to us. I, ******* *****, called for Mr. ****** and was given to a rep named ***** This n'odd kept saying "You can just fo1*get about cancelling, you can get that out of your mind right now, because it's never going to happen." I asked to talk to his supervisor, and he said that no one there would help me. I asked for his supervisor's name, and he said it was ***. I asked for a last name, and **** said "I'm not telling you that! I don't have to disclose that to you, and I'm not going to." Several weeks later I was able to speak to both *** ****** and ***** ******* for what it was worth. Both of them told me that what we wrote in our letter abollt what the salespeople told us was "hearsay." They said it was not a true account. In
effect, they called us liars. They said we, and they, could not do anything because we signed a contract. Nevertheless, we want to cancel this contract, because of the misrepresentations (we won't follow Silverleafs lead and call them lies) we discovered after we had signed it. These included: 1. We were sold in the first place on the benefit of bonus time and exchanged through RCI. We were told that we would be able to stay at any resort for $49.95 a night, any weekend of the year. This has never been the case, and every time we complained we were told we needed to upgrade to receive this benefit. We have been unable to use our points with RCI due to constant unavailability. 2. Initially we were told that we would be able to rent out our timeshare, but during our second upgrade we were told that this was not allowed. 3. Selling the timeshare was presented as an option as easy as one, two, three. We contacted a third-party seller and were told the timeshare is worthlesb. Our own research confirms that it holds no value on the open market. 4. It was not until our third upgrade that we learned that our RCI points had expiration dates. The salesman told us to stop banking our weeks, as we would never be able to use them because the points expired. We were never told this before that. 5. We upgraded from Presidential to Diamond and finally to Ambassador level, attempting to receive and use our bonus time. These upgrades have not improved our chances of getting an available unit, even during "off' seasons. 6. Our maintenance costs have increased since our purchase, something we were unaware could happen. We are demanding that Silverleaf cancel our timeshare and release us from all financial obligations. We feel that "You signed a contract" is a grossly inadequate response to our complaints. Thank you for any help/support you can give us. Sincerely,
Business Response Silverleaf received and has investigated Mr. and Mrs. *****'s complaint.Silverleaf disputes the allegations made by Mr. and Mrs. *****'s.At the time of each sale Silverleaf undertakes an extensive verification process.In addition to explaining the contract documents, a verification officer also plays a video for the owner, which fully explains their new timeshare ownership. That same video, along with a new owner's packet, is sent home with the owner.In addition, after going through this process, the new owner signs and initials an Ownership Confirmation Interview (OCI) form wherein, among other things, the owner acknowledges that they were purchasing their account for their own enjoyment and not for any investment potential.Also they acknowledge that RCI is a separate company and they received a RCI Disclosure guide, which clearly explains their RCI membership.Further, they acknowledged they understood that Silverleaf did not provide buyback, resell or rental services.They agreed that the monthly payment and membership dues were not a financial burden and they understood that the membership dues were subject to increase from time to time.During each presentation they received a copy of the documents they signed, which included their right of rescission.Then, in the next couple of days - but within the period in which the owner has the right to rescind the purchase - one or more Silverleaf representatives will call the new owner to make sure they don't have any questions.If they do, the questions are answered.We contacted Mr. and Mrs. ***** after each purchase and they indicated they were happy with the purchases and did not have any questions regarding their purchases.Silverleaf believes that its verification process is the best or amongst the best in the industry and it benefits the owner, who fully understands the terms and conditions of his or her purchase and has an opportunity to ask any and all questions, and Silverleaf, so that there is no question in the future if allegations or misrepresentations are made at the time of sale.One May 23, 2014, we were notified that Mr. and Mrs. ***** had divorce and they were splitting their monthly payments. Subsequently, their account became delinquent and collection efforts began.On July 17, 2014, we received a letter from Mr. and Mrs. *****.The content and form strongly suggest they have paid for the services of an entity that purports to provide advice and the tactics necessary to cancel their contract with Silverleaf- even though the contract is valid and binding on both parties.Owners that engage such a "relief" or "exit" companies were not misled during their sales presentation.Rather, more often than not, the owner has experienced a change in their circumstances, whether it be some financial hardship, a change in employment, or other factors preclude them from vacationing or simply a change in their desired vacationing lifestyle. In this case, we feel that their divorce caused financial issues for them both and this is the reason they are attempting to cancel their account.We believe letters generated by these entities hurts the credibility of the owner's complaint.Notwithstanding, we review all complaints on their own merit and we appreciate the opportunity to respond to these allegations and set the record straight.Mr. and Mrs. ***** have purchased four accounts with Silverleaf and have been owners since June 2011.They have used our Bonus Time program and they have deposited weeks with RCI.However, RCI records indicate that they have never searched for a reservation using their weeks. Furthermore, we were never made aware of the concerns they outlined in their complaint until we received their form letter in July 2014 - three years after their first purchase.We have spoken with Ms. ***** on several occasions and offered to assist them with arrangements to bring their account up to date. Ms. ***** has declined our offers of assistance. It is unfortunate that Mr. and Ms. ***** seem to only want to accept a cancelation of their account.Otherwise, we could assist them with using the weeks they have booked with RCI or other options that could lower their monthly payment.Should Mr. and Mrs. ***** reconsider their position or wish to discuss our offers of assistance, they may contact me directly at XXX-XXX-XXXX.If I may be of further assistance do not hesitate to let me know.Sincerely,****** *******, Director of Owner Services
Consumer Response We were not able to reply within five days as requested, but would like to address Silverleaf's response now. Ms. ******* has certainly done a much better job of explaining the timeshare than Silverleaf's sales people did when they were selling it. Despite being owners for several years and having attended multiple presentations, Ms. *******' explanation of the terms of the timeshare and contract is much more thorough than anything we've been told by any salesperson there. And that is exactly the reason for Silverleaf having as many complaints as they do - it is clear we are not the only consumers who are upset at how the sales people intentionally leave out this crucial information or rush you through it so quickly you have no idea what anything means. And it is not our fault for not understanding the legal jargon - we thought that is why we have a sales rep, to explain everything to us as would a Real Estate Agent, with our best interest in mind. Boy were we wrong!
Please note that the only conversation that I had with Silverleaf Resorts in regards to the divorce was in regards to the payments of premium. I explained to them that it would be coming to them in two different installments ($350.00 from me and $350.00 from *******). I had to call them to speak to them about it because they were only applying one of the payments to the account each month. I had to tell them about the divorce in order to explain why they were receiving two different payments. I never stated that we were unable to make payment to the account because the divorce. However, I did express to them my frustration each time that I had to call customer service each month to have them post both payments to the account where each time I had to explain to them the reason why it was coming the way that it was.
We have only been able to use the bonus time twice since we have been owners since June 2011. In regards to RCI, I have been on our account several times in search of dates to use amenities in the Texas Coastal area since our family enjoys outings to the beach. A lot of my searches were for Fall dates. Often times, the locations were booked solid up to 10 to 12 months. No one ever told us of this possibility. Why would we want to purchase a timeshare if we can't use it whenever we want?
I would like to add that we were not delinquent our account when we began these proceedings. I believe the last payment was to them in July, so the statement that was made that we became delinquent in May 2014 is incorrect. We can both show proof of payment. Both times that I spoke to a Silverleaf representative, *** ****** or ***** ******* there were no offers of assistance on the problems that we have experienced since becoming owners. THIS, on top of all the complaints already mentioned, is the reason we stopped payment, AFTER the start of the dispute. And if accusing us of fabricating complaints is all Silverleaf is going to do, they can be sure they will not get another penny from either of us. We were loyal, paying customers and Silverleaf has taken advantage of us. Please help any way you can. Thank you.
Final Business Response Thank you for the opportunity to provide a rebuttal to Mr. and Mrs. *****'s untimely reply. We would like to reiterate that Mr. and Mrs. ***** have purchased four accounts with Silverleaf.Each time they were given my business card at the time of sale and in the letter they received with their membership cards.I was available to them at any point over the last several years to discuss any issues they may have had in regards to their accounts.At no point over the last three and a half years did they call to complain about any alleged misrepresentation during any of their four purchases.Furthermore, our response did no more than reiterate what is clearly set forth in the contract documents and disclosures that the Galans' received at the time of all four purchases.Mr. and Mrs. ***** have deposited weeks with Resort Condominiums International (RCI) and they made these deposited with one of our on-site RCI agents.However, our records indicate that at no time did they call an RCI agent and request a stay.They do claim that they went online to view availability at a Texas coast resort and found nothing within the next ten to twelve months.Do not just take their word for it.We did a quick search today and there are multiple resorts available along the Texas coast for November and December. There is also availability through 2015.Should Mr. or Mrs. ***** not find what they are searching for online, they can always start an ongoing search with RCI, as availability changes daily and those who have online searches are offered the inventory before it is posted to the RCI website. Should they care to discuss a particular resort on specific dates, I would be happy to assist them with booking a reservation contingent upon their account being current. Likewise, if they bring their account current, we are happy to assist them with securing a Bonus Time reservation.As noted, they have used Bonus Time before.The only times they were unable to secure a Bonus Time reservation was around Spring Break and Labor Day - dates Silverleaf expressly tells owners are very difficult to secure for Bonus Time.It is clear that their divorce has caused them problems.That does not, however, relieve them of their obligations to Silverleaf nor does it create a reason to make false assertions about their experiences or ability to use their deeded week or exchange through RCI. We attempted to speak to Mrs. ***** in September and she indicated that she was not interested in discussing her account.Should Mr. and Mrs. ***** reconsider their position and wish to discuss options available to them to bring their account current and the possible options to lower their monthly obligation, they may contact me directly at XXX-XXX-XXXX.Sincerely,****** *******,Director of Owner Services
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)
First off, its seems petty that Ms. ******* is calling our reply untimely. She has no idea what is going on in our life that might cause our reply to be late. Since it has nothing to do with her why point that out in her first sentence, just to make us more angry and frustrated with her and with Silverleaf? This shows the same spirit of cooperation that we have received since our first purchase with them.
The only reason that anyone ever upgrades with Silverleaf is because the first purchase they make will get them ZERO vacation time. It is the only one that is affordable to them and they have a salesperson who makes them think they will be able to vacation with it, but in truth they cant. Hence, the incessant calls for an "update meeting" commence. In the update meeting you are told that the new salesperson is shocked that you were sold such an unusable package, you simply must upgrade and spend just a little more money and then you will be able to use it as the first salesperson sold it to you.....a vicious cycle begins. If this is not the case, why aren't you assigned a specific sales representative that you meet with each time that you have the member services meetings that is familiar with your account and is there to assist you and not try to persuade you to upgrade? We are ending our cycle here and now.
Evidently, Ms. ******* used to be a sales person so the lies come freely from her lips. We did complain several times whether it had been in person at our "required" member services meetings that we were literally harassed into attending and there have been several times where ******* and I both spoke to individuals over the phone about trying to get in for bonus time. I can assure you at no time did we try to book bonus time around busy holiday times because we knew that there would not have been any availability. Like I stated before, we always tried to book time right around the end of September and first of October area. I know this because we wanted to use it to celebrate our wedding anniversary which would be October 5th. We did the same with RCI. Yes, there is no record of us calling RCI because our searches were all done online. If we were not able to book something online, why would we think that the outcome would be different if we called them?
The dates and availability would be the same. Not only was the availability of dates an issue, but also that we did not have enough points/weeks in our account (even after ALL OF THE UPGRADES) to book a destination such as Corpus Christi or Port Aransas. As stated before, the thing that drew us to SilverLeaf in the first place was the use of RCI. They showed us all the destinations we could use it for and explained how EASY and SIMPLE it was to use. We were told by a SilverLeaf representative that our deed/property at the time was worthless because we would never have enough weeks/points to go to any of the destinations that we wanted to go to with RCI. He even went as far as to pull up some different destination sites that we might want to go to and showed us how far we were from ever generating enough points/weeks to go to those destinations with RCI. The only destinations that we could go to that were under RCI were the SilverLeaf resorts. He stated that they ONLY way to generate more weeks/points was to up our deed/property. The next member/last member services meeting that we had, we complained again about not being able to use our bonus time and RCI and the representative told us that RCI was pretty much worthless and told us that we should discontinue paying our membership fees to them. He explained that our weeks/points expired (something that we have never been told)and that we should stop banking our week with Silverleaf with RCI because we would never have enough points/weeks to ever be able to use it.
We were constantly trying to make the best of a bad situation. Thinking we would lose the total investment if we didn't upgrade to something we could actually use. But there is never a point where you can use it as far as I can see. I could upgrade every year til doomsday and spend my life saving and still there would be no availability if I were to have the points!! We are done and have never been so frustrated or angry. We want everyone to know that you cannot win with an unreasonable, unethical company like Silverleaf. It will be our lifes mission to make sure everyone knows this!
Complaint We have been trying to speak with Silverleaf since September of 2012 about the need to terminate our ownership with them. No one has replied. What letters we have received from Silverleaf are some odd form letters that have nothing to do with what we are sending them. We first purchased with them in 2008, and have attended several presentations, and upgraded our contract once. We were having many issues with our ownership, and upgraded in 2010 to fix those issues! The reasons we upgraded were:
* Hill Country is an hour away from our house, much closer than the first resort * The FALSE promise of a golf course. * The FALSE promise of updating the lodges * Misleading ability to trade our week easily during the summer months and for resorts that we preferred. * Misleading ability to trade with RCI easily at any time and any location without having to do so months in advance. * Most importantly, we could not get out of the first timeshare contract that we were misled into buying as a great investment so the "upgrade" sales pitch sounded like an improvement, especially because we were again exhausted, confused and hungry
Desired Settlement As you can see, we were misled and for this, we have a useless ownership. We have sent Silverleaf several communications to fix this; including our original letter, which was 7 pages long! They seem not to care about any of this. This is why we had to file this complaint against them. At this time we ask they cancel our ownership, and refund all monies spent on this upgrade!
Business' Initial Response The complaint filed by ****** ****** was received and reviewed.We were aware of Ms. ****** complaint prior to receiving your notification.Ms. ****** and Mr. *************** have been owners with Silverleaf since 2009. Despite only being guaranteed 21 nights in the first three years of their ownership, they have enjoyed multiple vacations at various Silverleaf properties for a total of 32 nights through bonus time and other complimentary stays.Their most recent stay was at The Villages Resort on July 7, 2012 for 6 nights.They have also confirmed a stay at Peregrine Townhomes in Freeport, TX, for 7 nights beginning July 26, 2013; exchanging one of their Silverleaf weeks with Resort Condominium International (RCI).Ms. ****** and *********** went through Silverleaf's customary verification process during each purchase wherein all details were clearly stated, as well as provided in writing - including their rights of recession. After each of their three purchases a representative from Silverleaf Resorts followed up with Ms. ****** and *********** to see if they had any questions regarding their purchase and each time they said that they had no questions and were happy with their purchase. After each purchase they were given the opportunity to rescind the agreement, but chose not to do so.In Ms. ******'s complaint to your office, she mentions that they originally purchased in 2008 and upgraded their contract once.They, in fact,originally purchased an account at our Holly Lake Ranch on October 31, 2009, and have upgraded twice since then.The first upgrade was in January 2010 when Ms. ****** and *********** upgraded their Holly Lake Ranch account to a biennial account at Hill Country Resort.Through our bonus time and inhouse exchange program this upgrade afforded them year round usage at all 13 Silverleaf Resorts, during every even year and decreased their monthly association dues.Ms. ****** and *********** again upgraded in April 2010 to an annual account, again at Hill Country Resort.Through our bonus time and inhouse exchange program this upgrade gave them year round usage at all 13 Silverleaf Resorts every year.Ms. ****** and *********** have enjoyed usage at our resorts on all three of the accounts they have owned. Silverleaf's records do not show any reports by them about the issues they have now listed in the complaint to your office.In fact, our records indicate that they were completely satisfied with their accounts.Not once in the three years that they have owned with Silverleaf Resorts have they ever lodged a complaint, suggested that they were misled, or requested to cancel their account; until September 17, 2012.On, September 17 2012, we received a letter from Ms. ****** and *********** with their signature notarized. This letter was sent directly from Ms. ****** and ***********, but it is very similar to other letters we have received from "timeshare relief companies."It is our experience, as is evident in this instance, that the timeshare relief company suggests that owners make standard complaints about the sales process that are, in fact, simply untrue and do not correspond with the owners' actual experiences.Furthermore, these timeshare relief companies also advise owners to stop making payments on their promissory notes and for maintenance fees.At about this same time in September 2012, Ms. ****** and *********** stopped making payments to Silverleaf. While we do not know if that was their own decision or whether they were advised to do so, it was nonetheless ill-advised, and has put their account into arrears, and creates a possibility that Silverleaf will foreclose if they do not make arrangements to cure their defaults. In response to this letter, on September 24, 2012, we sent by certified mail copies of all contracts executed by Ms. ****** and ***********.On January 28, 2013, we spoke with Ms. ****** and offered to further assist her with exchanging her week through our inhouse exchange program or through RCI.We also offered to send her documents showing her the actions taken and planned to refurbish resorts. Ms. ****** refused Silverleaf's offers of assistance and insisted that the only acceptable resolution of her complaint would be the cancellation of her timeshare.The next day, we received an email from Ms. ****** demanding that we communicate only in writing. Silverleaf does not agree that Ms. ******'s complaints have any merit and we will not cancel her account.However, because Ms. ****** will no longer speak with us on the phone, we are unable to discuss whether alternative arrangements can be made with her to resolve her dissatisfaction.Finally, to the extent that she was advised by a timeshare relief company, and that company promised to refund the fees she paid it in the event that her timeshare was not cancelled, I would suggest that she immediately seek the promised refund.Thank you for bringing this matter to our attention. If I may be of further assistance, do not hesitate to let me know.I can be reached at XXX-XXX-XXXX. Sincerely,****** ******,Director of Owner Services
Consumer's Final Response Nothing in your contract(s) can justify the fact we can't use this in a beneficial manner. When we do use it, it is usually a complete hassle. The last time we traveled I had to have my daughter come up halfway through the week, so I could go back to work. The same can be said for the reservations for July, we only made those because of the money were spending, but I have no idea if we are actually going to be able to even go. Quite honestly, we don't want to go, it was our only choice. Instead, we want you to finally cancel our contract like we have been asking for months. In addition to this, we booked through RCI, not Silverleaf, like we always must do. If this is the case, then why would a Silverleaf ownership benefit us, when we could just own with RCI? As you can see there is much more to this ownership than the contract we signed, and you cannot argue with the inability to book desirable vacations, at desirable times. Honestly, there is not one thing about the ownerships that have benefited us since we upgraded.
Business' Final Response Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm Street, Suite 3838 Dallas, Texas XXXXX-XXXX AlTN: Lee Stall ings VIA FAX: XXX-XXX-XXXX OWNER SERVICES XXXXXX/003 RE: ****** ******, Account #HCXXXX XX, HC019lE27 (Cancelled), & ELXXXX XX (Cancelled) Dallas Better Business Bureau Case #XXXXXXXX Complaint Filed with Dallas Belter Business BUreau on January 23, 2013 Silverleaf Received Complaint on January 25, 20 J3 Dear Mr. Stallings; We have received your rebuttal offer regarding the complaint filed by ****** ******. We would like to restate that Ms. ****** and *********** havo purchased and upgraded on severa.l occasions. During each purchase they went through SiJverleafs customary verification process wherein all details about their purchase were clearly stated, as well as provided in writing. During this same verification process there are certain facts that are pointed out to all owners and each of these facts are outlined on a form, which every owner initials stating that these facts have been verbally covered witlt them and that they understand. Pleas note item's #2 and #3 on the Owner Confirmation Interview (OCI) clearly states that Resort Condominium International (RC1) is a separate entirely and that membership is voluntary and how their exchange program works. They were also given a RCT Disclosure Statement which gives a very detailed explanation of how RCI exchanges are made. Also, item #12 on the ocr indicates that they received copies of the several documents including the Exhibit "N.' which states their right of rescission. Our records indicate that they were successful in obtaining reservations during the course oftheir ownership, both through the Bonus Time and In-House Exchange program. Our records show that they made a total of9 requests were made. Ofthose requests 6 were confinned and one was cancelled_ Also, they have a confinned reseIVation with RCI to Peregrine Townhomes, Freeport, Texas July 26, 2(H3, for seven nights using their 2011 Silverlcaf week. On one occasion Ms. ****** requested not to be placed 00 a stand by list, therefore they would not have been considered for a reservation. 1221 Riverbend Drive' Suite 120* Dallas,T@x;ls XXXXX*214.XXX-XXXX' FAX XXX-XXX-XXXX Vu/VI/LV1J 10:45 FAX XXXXXXXXXX OWNER SERVICES 002/003 ****** ******, Account #HCOXXX XX, RCO191E27 (Cancelled), & ELO XXX XX (Cancelled) Dallas Better Business Bureau Case #XXXXXXXX Complaint Filed with Dallas Better Business Bureau on January 23,2013 SilverleafReceived Complaint on January 25,2013 Page Two March 1,2013 The Bonus Time Disclosure clearly states that holidays are extremely busy and reservations are limited as well as during the SUtnmer months. Silverleaf has an iron clad guarantee that offers a complimentary stay in the event an owner has a bad stay. We have offered to send Ms. ****** and *********** documentation outlining our refurbishment program but they declined. Ms. ****** and ***********'s account is now $1,986.44 in arrears and could be considered for foreclosure. Silverleaf continues to decline to cancel their account. Thank you for bringing this matter to OUf attention. If I may be of further assistance. please do not hesitate to let me know. I may be reached at XXX-XXX-XX XX. ****** ****** Director of Owner Services
Complaint False advertising marketing image and text e-mail 12/20/2014 Sales Rep Ms. **** ??? ************* of Massachusetts
My girlfriend was mislead to believe she had actually WON a prize after entering into a benign-appearing raffle. She was contacted between 12/18 and 12/19 to schedule a means of acquiring her prizes. After they retrieved my girlfriend's e-mail address in the excitement of hearing the news, my girlfriend provided Ms. Aria my e-mail address so that we may look at it. She parroted what the e-mail would later say as well:
"You are GUARANTEED to receive one of the following prizes: NEW MERCEDES-BENZ M-CLASS, BMWX5, PORSCHE CAYENNE,OR $49,000 CASH! $1,500 SHOPPING SPREE- $1,500 gift certificate Good at Saks Fifth Avenue, Nordstrom, Macy's Sears or Wal-mart. $500 CASH- To spend as you please! ROMANTIC ISLAND HOLIDAY- A five-day, four-night island getaway to your choice of: Aruba, Hawaii (Oahu or Maui), Jamaica or Puerto Rico"
But, within the e-mail's fine text print, no one has actually won any of these "prizes"! Merely, my one receives the prize of a single Golden ticket! When one wants to actually win a new car, cash, or other assorted actual prizes they must scratch their Golden (lottery) ticket. This Golden ticket supposedly has 25 scratchable entries with 5 total "Pots of Gold" randomly placed under 5 of these entries. Therefore, the probability of getting all five is (5 nCr 5) / (25 nCr 5) = 1 / 15,504 chance of winning. Does a probability of winning the car option at 0.002% sound like it can be included in a list of GUARANTEED prizes?
Doesn't guaranteed prize mean a 100% chance of winning?
And yet, given their written odds in their e-mails, the probability of winning a prize is only 50% chance. 50% is half of 100%. Anything much less than guaranteed is... a "chance to win". To demonstrate how absurd this is, recall any kid's candy vending machine which has GUARANTEED prizes. The candy machines at select restaraunt and arcades which kids may use a crane to pick a candy. THEY can say GUARANTEED prize because there is a 100% chance of winning a prize!
Concurrently in the e-mail, a previous image sports a brilliantly large "CONGRATULATIONS YOU HAVE WON" boldly and rising above three spiffy, brand new luxury cars mentioned as a prize. Where are the asterisks? These pictures are unethical. These advertising materials disproportionally portray these deals as already won. In actuality, Silverleaf Resorts is a syndicate which lies, ponzies, and psychologically coerces uninterested people into spending money to fuel it's business model.
Desired Settlement I demand to be unsubscribed from Silverleaf Resorts and its partners.
I demand to have my girlfriend unsubscribed too.
We want our names, e-mail addresses, phone numbers, and every tangible record of us to be erased from all of your databases and your partners.
If this is accomplished within 24 hours, I will settle this as OK and count the company's reputation as improved.
If anything other then hearing at first: "Yes, everything you asked for has been completed" Then this case will be left unsettled until that time.
Business Response The Complaint filed by **** ******** was received and reviewed.We are happy to report that this Complaint has been completely resolved.Our records indicate that ***** **** chose to participate in our Instant Gold promotion at the 8th Annual Natural Living Expo in Marlborough, Massachusetts.All details about the promotion were both clearly verbalized to Ms. **** and included on the written details of participation of the promotion displayed at our marketing booth.Ms. **** completed an entry form to participate in the promotion and was advised that each entrant is guaranteed, upon completion of a sales presentation, to win one of four prizes: a car or $49,000 cash; an island vacation; a $1,500 shopping spree; or $500 in cash.If Ms. **** had elected to attend a sales presentation at our resort, upon the conclusion of the presentation Ms. **** would have received an Instant Gold scratch-off ticket and she would have won one of the four prizes identified above.It is true that the odds of winning the grand prize of $49,000 or the car ("Grand Prize") are less than the odds of winning the other prizes.However, Silverleaf clearly discloses the odds of winning each prize in the conditions of its offer.In addition, Silverleaf gives away at least two Grand Prize awards each year in connection with this promotion.Nevertheless, we spoke to Mr. ******** on January 8 and apologized to him for any misunderstandings Ms. **** may have experienced in connection with our promotion. We have also completely removed Ms. ******* information from our marketing database, including Mr. ********'s email.If I may be of further assistance do not hesitate to let me know.I may be contacted at XXX-XXX-XXXX.Sincerely,****** *******,Director of Owner Services
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I accept the part about removing us individually, but I fail to see any Corrective Actions the company will take to provide proper marketing to avoid other future severe complaints. Likewise, one of the spokesperson's comments is egregious.
"However, Silverleaf clearly discloses the odds of winning each prize in the conditions of its offer."
"Clearly" discloses the odds of winning each discount? In the e-mail attached, much like a "where's waldo" hunt, the odds are embedded and hidden within a massive overgrown paragraph.
Like I previously showed, the pictures are disproportionally misleading and the mass text discourages clearly seeing the truth.
Final Business Response Dear Mr. Fife:Thank you for affording us the opportunity to provide a rebuttal to Mr. ********'s response.Accompanying this rebuttal letter please find a copy of the email that Mr. ******** is referring to in the Complaint. Silverleaf sent this confirmation email to Ms. **** confirming her appointment to attend a sales presentation at our Oak N' Spruce Resort.We also included all of the terms and conditions of our promotion in the email in order to fully disclose how the promotion works.The front page of the confirmation email explains that Ms. **** would receive an Instant Gold card and a Bonus Gift Certificate.The front page of the email also clearly states that Ms. Chan was guaranteed to win one of the prizes listed.It does not state that she was guaranteed to win all of the prizes listed.In fact, the email explains on the front page in bold print that in order to win the grand prize she must scratch off five squares on the Instant Gold card and if all five squares reveal Pots of Gold, then she would be the instant winner of a new MERCEDES BENZ M-Class, BMW X5 or PORSCHE Cayenne, value $49,000 or $49,000 CASH. We make the representation that each participant in our promotion who attends a sales presentation is a guaranteed winner because every single person who does so will, in fact, win one of the four (4) prizes offered. Every single Instant Gold card has five (5) Pots of Gold on it.As such, every person that scratches the Instant Gold card has a chance to win the grand prize. Those that do not win the grand prize will win an island holiday, a $1,500 shopping spree or $500 in cash.The Official Rules were included in the email confirmation which states the odds of winning each category of prizes in accordance with the requirements of Massachusetts law. The only reason Ms. Chan did not receive one of the four prizes (and the bonus prize which would have entitled her to her choice of one of the vacations offered on the Bonus Gift Certificate attached to the email confirmation) is because she decided after speaking with Mr. ******** and reviewing the Official Rules in detail that she did not want to attend the required sales presentation.Clearly our marketing materials provided adequate disclosure of the odds of winning each prize because Ms. **** and Mr. ******** were able to review those materials and come to a determination prior to attending the sales presentation that the odds of winning the grand prize were not sufficient to prompt them to attend the sales presentation.Mr. ********'s original Complaint requested that that we remove his contact information and Ms. Chan's contact information from our marketing database.We promptly complied with this request.Again, we apologize to Ms. **** for any confusion that she had when signing up for our promotion.However, our promotional materials comply with applicable laws and we do not intend to modify them at this time.Should Mr. ******** have any other questions or concerns he may contact me directly at XXX-XXX-XXXX.Sincerely,****** ******* Director of Owner Services
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They do not intend to modify their misleading marketing tools at this time so I am dissatisfied that more will fall for their honey trap.
Complaint I have made very clear attempts to tell Silverleaf the reasons behind my valid dissatisfaction and desire to cancel this purchase. If I had known that these timeshares have no equity and are not considered real estate, according to private banks, as they were purported to be I would not have signed. If I had known these timeshares were considered to be personal loans and not investments as I was told they were I would not have signed. If I had known that the maintenance fees associated with these timeshares will NEVER go away, even after the contracts were paid off in full, I would not have signed. I was repeatedly deceived by the prize incentives, distracted by fake concern for my welfare, lied to and subjected to repeated contract misrepresentations and cheated by contract omissions whose disclosure would have DEFINITELY precluded my purchase.
The following table documents statements made to me prior to and after signing my contracts. It summarizes the deception and devious practices of Silverleaf.
Before signing my contracts After signing my contracts
I was told that new water parks and retail centers were being built near my property and would thereby increase the property value. I was told the new construction was NOT near my property and that I consequently needed to upgrade in order to get a better location.
I was told I would have no trouble trading my property prior to signing my first contract. I was told that the first contract I signed was difficult to trade and that I consequently needed to upgrade.
I was told the company would help buy back the property as evidenced by the "suddenly available" Timber Creek property they initially sold me due to another couple's upgrade. I was told Silverleaf does not buy back any property and never did and that I consequently needed to upgrade in order to have a more valuable property.
I was told family and friends could use my timeshare for no added cost. I was told family and friends had to be on the contract if I allowed them to use it without my presence OR that I had to pay a fee unless, of course, I upgraded.
I was told I could easily exchange my property and "bank" or save weeks to use at a later date. I was told I could not bank my weeks unless I paid a fee
I was told my bank would easily re-finance my loan and that my monthly payments would consequently be much less. My bank told me they would not re-finance my loan, beyond 60 months, to result in any monthly deductions.
I was told that the April 26 and July 5 meetings were to update and discuss any questions and to take new gifts. These meetings never addressed any of my questions and I never took home the gift from the original drawing. These meetings were high-pressure sales meetings to buy more timeshare.
For every offer made prior to signing the original or subsequent contracts, I was told that it was offered on that day only. For every offer made after signing the contract, I was told the same thing, i.e. it was being offered that day only.
I arrived promptly on Sunday, April 6th ,2014 at Silverleaf Piney Shores Resort. My sales representative said the benefits of purchasing from Silverleaf were: * I could stay during my week for free. * I could even stay 3 days for free, between Sunday through Thursday. However, if I booked this bonus time on Friday or Saturday I would just pay a small fee of $49 for those days. * I could have ground usage, 365 days a year, all year, at all resorts without any added costs * I could skip a year, and be able to stack two years' worth of vacation; allowing me to take long trips overseas * My RCI membership could help me save on costs when traveling overseas * I could allow my friends and family to vacation with me
She showed me a cabin and a lodge; each with the capacity to sleep up to eight people. We came back to the main room and a Ms. ****** ********* sales manager, joined us. She said:
Desired Settlement "Wow...just when you think it couldn't get any better, look what I found! Someone just upgraded and left behind this old contract, which isn't available anymore. I can get it for you for about $8000 and I can get it for you for $192 per month. It even has the best "red level" which is top priority over white and blue. It is a starter, because it is only biennial, every other year. But you got that Sunday through Thursday Bonus time and the day use to all getaway resorts." When I balked at the location she said it didn't matter and the fact that it wasn't a highly picked resort meant that it would always be available. That twisted logic made sense at the time. What was also NEVER mentioned was the fact that: * The maintenance fees would be charged for life even if and when the contract is paid in full * The maintenance fees would be charged on the "off years" i.e. the years I could not use the timeshare
They closed the deal to be only $200/ month. I didn't look to see about the cooling off period, mostly because I was NOT told there was a limited time. Once I did have time to review it all, I realized what a sham I was subjected to and called Jacqui to see how I could cancel the contract. I was told: "So sorry, you only had 6 days to cancel and it's too late."
I got a call in late June stating there were new prizes I needed to claim; this time attending another meeting about new changes to my account. I arrived for my appointment on July 5th and was greeted by a Mr. Zackary Hernandez. His manager, ******** ********** then came to the table to solidify the offer. I called ******** on July 7th and said I couldn't pay these monthly charges and couldn't find outside financial institutions that would give me lower rates. I therefore requested an extension of the loan to 108 months that would effectively lower the monthly rate. She approved this proposal and told me to come in on July 10th to meet with ********* ********** in order to change it. I arrived on July 10th to meet Mr. ********** and was kept waiting for an hour. Once again, four hours was spent being subjected to the sales pitch instead of the 30 minutes I was told it would take to just make an adjustment to the upgrade managed by ********. Category V: The Harsh Reality of What I Had Signed and What I Did About It
My situation with Silverleaf is like a sore that will not heal. I told a friend, who is a banker, about my predicament and he told me get out of it.
I took his advice and called ********* ********** on July 16th, the last day I was able to legally rescind from the contract. His response was:
"No, it's too late...just enjoy it; it is now a product you can use for life. If you are struggling to pay, just convince a family member or a good friend to become an owner too to share the cost. You can also rent your week to anyone. But yes, you have maintenance costs for life. Besides, even if you do rescind, because you legally can, you will just revert back to the more expensive July 5th contract."
This "explanation" was the last straw. I thought this final admission of the crooked, duplicitous and deceptive practices instituted by Silverleaf and implemented by Silverleaf sales representatives needed to be exposed.
I want out of this enormous scam. I want Silverleaf to procure an exit agreement with me that is fair, and will not harm my credit. This has been nothing but a nightmare, nothing like I was solicited.
Business Response We have reviewed and completely investigated Mr. Leung's complaint.The content and form of this complaint and Mr. Leung's separate letter to our office in August 2014, strongly suggest that he has paid for the services of an entity that purports to provide advice and the tactics necessary to cancel their contract with Silverleaf - even though the contract is valid and binding on both parties.Mr. Leung was not misled during his sales presentation.Mr. Leung understands that his contract with Silverleaf is binding, just like a note to pay off a car or a mortgage for a house, and we believe that it is this reason that he has paid for the services of a "relief" or "exit" company.Owners that engage such "relief" or "exit" companies were not misled during their sales presentation.Rather more often than not, the owner has experienced a change in his circumstances; whether it is due to some financial hardship, a change in employment, or other factors that preclude them from vacationing.The companies encourage owners to file complaints with the BBB and coach owners to make allegations of oral misrepresentations or even lead owners to claim something that is not accurate in an attempt to bolster their position.We believe letters generated by these entities hurts the credibility of the owner's complaint.Notwithstanding, we review all complaints on their own merit and we appreciate the opportunity to respond to these allegations and set the record straight.Mr. Leung originally purchased a biennial vacation interest at Timber Creek Resort on April 5, 2014.On April 27, 2014 he upgraded to an annual deed at Piney Shores Resort.He exercised his rights of rescission and his account was canceled.Then on July 5, 2014, he purchased an annual vacation interest at Holiday Hills Resort.On July 10, 2014 we rewrote his contract to a deed at Hill Country Resort. During each sales presentation they went through Silverleaf's extensive verification process.In addition to walking owners through and explaining the contract documents, a verification officer also shows a video to the owner, which fully explains their new ownership.Then, in the next couple of days - but within the period in which the owner has the right to rescind the purchase - one or more Silverleaf representatives will call the new owner to make sure they don't have any questions.We contacted Mr. Leung the following day and he said all was good and he did not have any questions.Mr. Leung initialed and signed an Owner Confirmation Interview (OCI) form and many of the items, which were clearly listed, refute the claims made by Mr. Leung.He acknowledged that he was purchasing for his own personal use and not for any investment potential.Mr. Leung received copies of his documents signed at the time of sale including an Exhibit "A" which outlined his rights of rescission which he had previous exercised his rights so we feel he was fully aware of the purchase process as well. Also he acknowledged that they understood that Silverleaf did not provide buyback, resell or rental services.Our records do not show that Mr. Leung made any attempts to obtain reservations through Bonus Time or Resort Condominiums International (RCI).We have tried to reach Mr. Leung on several occasions; however, we have not received a response to our messages.We are willing to assist him with bringing his account current and other options that could lower his payment.Should he wish to discuss this further he may contact me directly at 800-711-9184.If I may be of further assistance do not hesitate to let me know.Sincerely,Sandra Paredes,Director of Owner Services
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Do you see my issues I wrote in about? Taking a look at those how in the world could I know prior to the confirmation call you speak up to check on me if everything was alright these things were a problem? How could I possibly find out during your rescission time these things were not true?
You know I can't, they know I can't, and therefore you think you are iron clad against trusting citizens like me who had faith in what I was buying to be 100% truth. You should be ashamed to operate like such. Let me ask you Ms. Paredes what is your rating on the BBB?
Why does your company have that rating? What are all the complaints about? Yet you accuse us, the victims of being the untruthful ones. What an empire of illicit business practice your company has starting from the bottom right to the top. Doesn't it get exhausting defending them all the time?
No, your reply is unacceptable, and if we cannot amicably resolve this then expect yet another mark against your company's profile for deceptive trade. It will not stop here though, I assure you. We can come to terms with a fair cancellation, of which I know you have the power to do regardless when I bought this, or I can continue on to the state and federal level as well if need be. I have all the time in the world, to seek justice.
Final Business Response Thank you for the opportunity to provide a rebuttal to Mr. Leung's response.We have thoroughly reviewed Mr. Leung's claims from his original complaint and in his most recent response to your office.The statement in Mr. Leung's original complaint that lists the bullet point items of benefits that he claims he was told by his sales representative is absolutely true.He can stay during his normal week at no additional charge; he can stay 3 days for free, Sunday through Thursday with a small nightly Bonus Time fee for Friday and Saturday night. Mr. Leung also has ground usage 365 days a year at no additional charge. He can skip a year and bank his week for use during an alternate year, RCI membership does save cost when traveling overseas and he can allow his friends and family to vacation with him.However, Mr. Leung does make claims that are disputed by the Owner Confirmation Interview (OCI) forms that he signed on three separate occasions.Mr. Leung acknowledged that he understood his purchase was not for any investment opportunity, but solely for his own personal use.He acknowledged that he received a Silverleaf Exchange Disclosure statement which listed all fees of this program. He further acknowledged his financial commitment, which included the amount being financed, his monthly payment and that this included his membership dues.Lastly, he acknowledged that nothing had been promised to him that was not in writing and that no representative of Silverleaf had made any oral promises to him.I am including these forms with this letter. Mr. Leung also signed our Exhibit "A" which clearly outlines his rights of rescission.In fact, Mr. Leung did exercise his rights of rescission on his first upgrade to an annual account at Piney Shores Resort.He later upgraded a second time to an annual account at Hill Country Resort; this upgrade gave him annual year round usage to all Silverleaf properties.We would be happy to discuss Mr. Leung's concerns with him, but he refuses to accept our calls and does not return our messages.We are willing to assist Mr. Leung with lowering his monthly payment a bringing his account current.Should Mr. Leung care to discuss the options that are available to him, he may reach me directly at 800-711-9184.If I may be of further assistance do not hesitate to let me know. Sincerely,Sandra Paredes,Director of Owner Services
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Timber Creek Contract Contract #: HC 0045 23
I am aware of the papers that I acknowledged that said I was not promised things. I checked off on that because I didn't believe it was anything like a promise, but simply part of the program in a standard way. I never thought they were giving me some special circumstances so to speak and the agent was "promising" anything.
I was told that new water parks and retail centers were being built near my property and would thereby increase the property value .I was told the new construction was NOT near my property and that I consequently needed to upgrade in order to get a better location.
I was told my bank would easily re-finance my loan and that my monthly payments would consequently be much less. My bank told me they would not re-finance my loan, beyond 60 months, and many more things as I have outlined which were to simply be apart of the program for me to expect to use. I counted on these benefits, and I counted on these options to be able to afford this. It was led as if these things were a normal part of what owners can easily acquire and make use of to refinance and such. You cant just play with peoples finances like this, and expect them to just roll over and deal with it. Consumers make purchases based on what they can afford, and this is not the cost projected at me to incur. I want this cancelled, and a means to end this contract. I will give your resort good recommendations and keep it confidential.
Complaint ****** & ****** ***** XXXX Xnd **** **** ** *********** ** XXXXX *************@gmail.com Better Business Bureau 6 Park Avenue, Suite 100 Worcester, MA XXXXX To Whom It May Concern, We want to cancel our timeshare agreement once and for all with Silverleaf Resorts, as we have attempted to do several times before. The benefits are sadly lacking, yet the price continues to go up. We were told we were purchasing a "Lifetime Vacation Package" that would guarantee us affordable and convenient stays at a variety of resorts, but we have found that using this "package" is much more expensive than booking vacations on our own. We tried to cancel shortly after we first purchased. We called and were told we would have to wait for our package to arrive because we "weren't in the system" yet. Of course the package didn't come until it was too late to cancel. After much frustration with the company, we now have to look to outside sources to help us with this matter. We hope that you can help. When we first bought we were told we would get a unit with a Jacuzzi. This was a real selling point. The first time we booked Bonus Time, we got a room with no Jacuzzi that smelled because of the broken garbage disposal. We were moved and got another room with no Jacuzzi. When we called to find out why we were told it was because we owned a one-bedroom unit. But the salespeople had told us we would always get a two-bedroom unit, because we were purchasing in a new building that wasn't done yet. We tried to cancel again at that time, and were talked out of it. One of the salesmen told us it would be "like shooting yourself in the foot" to cancel. They convinced us to upgrade to a better week and better location. We didn't have a check for the down payment, and the sales rep and manager followed us home to get a check! When booking a Bonus Time stay at Seaside early this year, we paid $75, which we knew we had to do, but then when we had to change the week we were charged another $75. The same thing happened another time, when we booked at Oak N' Spruce and then had to cancel. They not only kept the $50 we had paid but charged us another $50! We were also sold on making a rental income from the timeshare. But what with the extra fee charged for weekend use, and the fact that we have to be there to check the renters in, there's no way to make any money on that. We were also sold on the benefits of using RCI to exchange our unit and visit other places, but they failed to tell us that about all the fees deposit, security fee, membership fee, maintenance fee, meals fee which make it totally out of the question.
All the reps have said the same thing, that this timeshare is a good investment that will turn us a profit, but now we see Silverleaf timeshares selling for a dime a dozen online. We have paid over $4,000 on this fiasco, with no reduction in principal! We will be unable to continue to pay for something of no value. We have had a reduction in income and we have impending medical bills. And the stress of this timeshare is putting a strain on our marriage! We did contact Silverleaf, through written certified mail, to inform them of our intent to cancel. We received notification from Mr. ****** ****** that our only option would be to downgrade because we would not be granted a cancellation. We are not willing to accept this as an alternative. We do not want to continue to pay for something we can't afford nor something that doesn't benefit us the way that the reps informed us that it would. We would appreciate your help in this matter. Thank you in advance. Sincerely,
Business Response Dear Mr.****:We have reviewed and investigated Mr.and Mrs.******* complaint.The content and form of this complaint and Mr.and Mrs.******* separate letter to our office in July 2014,strongly suggest that they paid for the services of an entity that purports to provide advice and the tactics necessary to cancel their contract with Silverleaf-even though the contract is valid and binding on both parties.Mr.and Mrs.***** were not misled during their sales presentation.Mr.and Mrs.***** understand that their contract with Silverleaf is binding,just like a note to pay off a car or a mortgage for a house,and we believe that it is this reason that she has paid for the services of a"relief"or"exit"company.Owners that engage such"relief"or"exit"company were not misled during the sales presentation.Rather,more often than not,the owner has experienced a change in their circumstances,whether it be some financial hardship,a change in employment,or other factors preclude them from vacationing,or simply a change in their desired vacationing lifestyle.These companies encourage owners to file complaints with agencies and coach owners to make allegations or oral misrepresentations or even lead owners to claim something that is not accurate in an attempt to bolster their position.We believe letters generated by these entities hurts the credibility of the owner's complaint.Notwithstanding,we review all complaints on their own merit and we appreciate the opportunity to respond to these allegations and set the record straight.Mr.and Mrs.***** purchased a one bedroom vacation interest during the red color season at Oak N'Spruce Resort on October 27,2013.On December 22,2013,during a two night Bonus Time stay at Oak N'Spruce Resort,they upgraded to a two bedroom vacation interest during the red color season at Holiday Hills Resort.During each sales presentation they went through Silverleaf's extensive verification process.In addition to walking owners through and explaining the contract documents,a verification officer also shows a video to the owner,which fully explains their new ownership.Then,in the next couple of days-but within the period in which the owner has the right to rescind the purchase-one or more Silverleaf representatives will call the new owner to make sure they don't have any questions.We contacted Mr.and Mrs.***** a few days after each purchase and they indicated they were happy with their purchase and did not have any questions.They did not mention any desire to cancel their contracts.Silverleaf believes that its verification process is the best or amongst the best in the industry and it benefits the owner,who fully understands the terms and conditions of their purchase and has an opportunity to ask any and all questions,and Silverleaf,so that there is no question in the future of any allegations of misrepresentations are made at the time of sale.Mr.and Mrs.***** initialed and signed an Owner Confirmation Interview(OCI)form and many of the items,which were clearly listed,refute the claims made by Mr.and Mrs.*****.They acknowledged that they were purchasing for their own personal use and not for any investment potential.Also they acknowledged that they understood that Resort Condominiums International(RCI) was a separate company and they received an RCI Disclosure guide which clearly outlines all rules and regulations of this membership,including all fees.However,our records indicate that Mr.and Mrs.***** have made no attempts to use RCI.Furthermore,they understood that Silverleaf did not have a buyback,resale or rental services.Mr.and Mrs.***** also received copies of each document that they signed at the time of sale,including their rights of rescission.Also they acknowledged that they understood that Silverleaf has a guarantee that if they have a bad visit we will accommodate them with a free vacation week.We were aware of their dissatisfaction with their stay and promptly addressed their issue.On December 28,2013 Mr.and Mrs.***** booked a Bonus Time reservation at Oak N'Spruce Resort for a three night stay,including a Saturday night.They paid a Bonus Time fee for the Saturday night stay of $49.95 plus tax.This reservation was not cancelled and a no show fee was also assessed.On January 1,2014 Mr.and Mrs.***** did make an In-house Exchange reservation to Silverleaf's Seaside Resort using our online booking system and paid the non-refundable In-house Exchange fee.On January 4,2014,they cancelled this reservation using our online reservation system and rebooked an In-house Exchange for different dates.A second In-house Exchange fee was assessed for the second reservation.The second In-house Exchange reservation was cancelled on February 22,2014.In July 2014,we received a letter and called to address her concerns.During a conversation with Mrs.***** she informed us that they were experiencing financial difficulties due to reduced income and medical bills.We offered to work with them to bring their account up to date and we discussed options that could lower their monthly payments;however,Mrs.***** declined our offers of assistance.Since receiving their complaint from your office,we have attempted to reach Mr.and Mrs.***** both via email and by phone,but they have not returned our messages.Should Mr.or Mrs.***** wish to discuss this further or reconsider their position they may contact me directly at XXX-XXX-XXXX.If I may be of further assistance do not hesitate to let me know.Sincerely,****** *******,Director of Owner Services
Consumer Response I Have spoke with ***** from owners services and we are Not satisfied with the resort's responses.
We were verbally induced into signing a written contract that we had no time to trully review. We really tried to make our timeshare situation work by upgrading , but we just couldn't get what we wanted when we wanted it.
Final Business Response Thank you for the opportunity to provide a rebuttal to Mrs. ******* response.We recently spoke to Mrs. ***** on October 17th and again we offered to assist with bringing her account current and discussed options that would lower her monthly payment.Mrs. ***** refused to discuss our offers of assistance and ended the call.Mrs. ***** claims that she didn't have time to review their contract and that they were "induced into signing" but the truth is that Mr.and Mrs.***** had six full days after they signed both contracts to exercise their rights of rescission.And as stated in our original response to their complaint, they never indicated that there was an issue with their account until July 2014, nine months after their original purchase. Additionally, Mrs. ***** claims they cannot "get what we wanted when we wanted it" yet; they confirmed multiple reservations and enjoyed a two night stay at Oak N'Spruce Resort in December 2013 and a two night stay at Oak N'Spruce Resort in March 2014.It is unfortunate that Mrs. ***** seems to only want to accept a cancellation of her account.Otherwise, we are certainly willing to assist her with her financial issues and with booking any travel through Silverleaf or Resort Condominiums International (RCI).Should Mrs. ***** reconsider her position and wish to discuss our offers, she may contact me directly at XXX-XXX-XXXX.Sincerely,****** *******,Director of Owner Services
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) THe response from the resort points out that my account is not current. This is because I am not receiving the services I have been paying for, and I refuse to pay one more cent to them. I have been scammed. The resort also points out the I have utilized FOUR whole nights. Of course, I have tried to get SOME value for my money, and was able to finally secure two paltry stays.
Complaint I have alerted Silverleaf directly that I am being held in a fraudulent contract. The entire contract was based off of misrepresentation. I was repeatedly pressured, given false information, was purposely misled and rushed throughout all of my dealing with the Silverleaf personnel. I cannot fully explain myself within 4000 characters. Silverleaf has deliberately misrepresented their product and have given me the run around. This company is a scam. I will attach more information to this complaint.
Desired Settlement I want to execute a mutual release immediately. I also want the amount I have paid to be refunded which is $1915.
Business Response We have reviewed Ms. *****'s complaint.The content and form of this complaint and Ms. *****'s separate letter to our office in March 2014, strongly suggest that she has paid for the services of an entity that purports to provide advice and the tactics necessary to cancel their contract with Silverleaf - even though the contract is valid and binding on both parties.Ms. ***** was not misled during her sales presentation.Ms. ***** has been an owner with Silverleaf since 2013.We have no record of Ms. ***** making any requests to cancel her account or ever complaining of any alleged misrepresentations made by a Silverleaf employee prior to this time.Ms. ***** understands that her contract with Silverleaf is binding, just like a note to pay off a car or a mortgage for a house, and we believe that it is this reason that she has paid for the services of a "relief" or "exit" company.These companies encourage owners to file complaints with the BBB and coach owners to make allegations or oral misrepresentations or even lead owners to claim something that is not accurate in an attempt to bolster their position.We believe letters generated by these entities hurts the credibility of the owner's complaint.Notwithstanding, we review all complaints on their own merit and we appreciate the opportunity to respond to these allegations and set the record straight.Ms. ***** purchased a vacation interest at Oak N'Spruce Resort on September 6, 2013.On December 5, 2013 she upgraded to a vacation interest at Holiday Hills Resort.During the sales presentations she went through Silverleaf's extensive verification process.In addition to walking owners through and explaining the contract documents, a verification officer also shows a video to the owner, which fully explains her new ownership.Then, in the next couple of days-but within the period in which the owner has the right to rescind the purchase- one or more Silverleaf representatives will call the new owner to make sure they don't have any questions.We contacted Ms. ***** the following day and she said she was very happy and had no questions.Ms. ***** initialed and signed an Owner Confirmation Interview (OCI) form and many of the items, which were clearly listed, refute the claims made by Ms. *****.She acknowledged that she was purchasing for her own personal use and not for any investment potential.Ms. ***** received copies of all her documents signed at the time of sale including, her rights of rescission.Also, she acknowledged that Resort Condominiums International (RCI) is a separate company and she received and RCI Disclosure guide which clearly explained her membership benefits.Our records indicate that at the request of our sales department we added a supplemental week to Ms. *****'s account on December 13, 2013.Ms. ***** also spoke to an RCI agent on December 17, 2013 who explained to her in order to receive more trading value, she could deposit another one of her weeks.Ms. ***** did not request to deposit the supplemental week on her account. Had she done this, she would have had a total trading value of 48.We spoke to Ms. ***** recently and attempted to explain her account in detail.Unfortunately, Ms. ***** seems to only want to accept a cancellation of her account.Otherwise, we would be happy to assist her with confirming travel with RCI.Should she wish to discuss this further or reconsider her position she may contact me directly at XXX-XXX-XXXX.Thank you for bringing this situation to our attention.Sincerely,****** *******,Director of Owner Services
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I will not stop expressing my dissatisfaction until my name is removed from this contract. I would like to add I never was shown a confirmation video, my rights of rescission were not made clear at all and in fact, I believe I looked for that after the fact and had trouble even finding it in the documents. Silverleaf did stress the retail value of a resale and the rental possibilities of the property during every verbal presentation on site and also during some of the phone calls with the agents.
Final Business Response Thank you for the opportunity to provide a rebuttal to Ms. *****'s response.We would like to reiterate that not only was Ms. ***** shown a video during our extensive verification process, but this same video was sent home with her along with her signed contracts.This same packet contained her signed Contract for Sale, which I am including with this response letter, which indicates that she was aware of her rights of rescission.Please note that Ms. ***** signed a Contract for Sale not once, but twice.On each Contract for Sale her rights of rescission where clearly stated in bold all capital letters.We are willing to assist Ms. ***** with bringing her account current or lowering her payments.Should she decide she would like to travel with Resort Condominiums International (RCI) we would be happy to assist by banking her supplemental week and walking her through the booking process.Ms. ***** may contact me directly at XXX-XXX.9184, should she reconsider her position.Thank you for bringing this situation to our attention. Sincerely,****** *******,Director of Owner Services
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I was never shown a video and certainly not twice. In fact, I remember them saying something about not bothering to show me the video the first time because something was not working. Then when I came in the second time, the guy said he was supposed to review a bunch of stuff with me and he never did because he was not normally the person who did that. Instead he just talked to me for close to an hour about all kinds of things. When I told him I did not even know why I was there, but had been hounded by Silverleaf to come back in, he went to get a manager to figure it out. That's when the whole scam of upselling me started. The video may have been included in the packet of information, but I was told it just talked about the resorts they had.
With regard to why I signed anything more than once, I was tricked the first time I signed the documents. When I was called in again and the manager had to be called in to help, I was told that my original purchase did not have the value they originally explained and that I would need a more valuable property to be able to take the vacation I wanted. At that point I felt stuck and I was also given more mis-information, was pressured and was held at the appointment for a very long time in spite of me indicating that I have issues with my blood sugar. They said I needed to make a decision before I left the office. All I want at this point is to be released from Silverleaf.
Complaint Dear Sir /Madam: ********* ******* *** S **** ** *** **** *********** ** XXXXX *********************@*********** i I I am writing to you to request your assistance in the cancellation of fnY timeshare contract. I purchased a timeshare with Silverleaf Resorts on 1 December 13, 2 013. I was lead to believe that I had thirty days to cancel, i~ that's what I chose to do. I decided to attend an "Update Meeting" (on Jan1ary 4, 2014) in order to find out how I could get out of this contract. That's w en I found out I was too late and informed that I had only had six days from t e date of purchase to do that. If I had known, I would have done more resea ch sooner and cancelled within the allotted time. Silverleaf is not willing to h~lp me in any way; therefore I am looking for alternative sources to assist me. I I was told the following false information and found out otherwisf: I could resell the timeshare if I needed to or decided I no longer wanited it. I was told that I would make a profit by doing so. I would have better luck selling the upgraded package versus the original timeshare pac~age I purchased. I I could go to any resort anytime I wanted to due to being in "Red" , because red covered all of the resorts. I would be able to use the deal whenever I wanted to. I tried to make reservations for March 1 orh. I c~led two weeks prior and was told that I could only book "Bonus" time fourteen days in advance. When I called on February 261 \ 2014, I wa told all the resorts in Texas were booked. I figured out that I would nevet be able to use my time during "Spring Break" and I would never be ablel to make flight arrangements at a reasonable amount within the limits f the fourteen-day requirement. I was told that when I returned from my vacation (on Tuesday), he ( 1ichel ). Reed) would take me to lunch in order for us to discuss it and so hat I could get a better understanding. He told me that he would show m how to make money on this timeshare by selling to my friends. I was also told that I would be able to refinance this timeshare loan. He told me that he would help me with that, so that my payments would be lower due to my good credit- payments would be around $150 per month or less. , Corey came across as very flirtatious as he told me that the first gro~p of sales people gave me a bad deal and he was there to help me. He told me that the upgrade was worth buying because I would be able to go 1 wherever I wanted and stay for free Sunday through Thursday or fo just $50 on the weekends. He also told me that he would be available to help me. Both groups of sales people told me that they did not work on commission so they had no reason to lies or take advantage of me-t ey were only trying to help me- had my best interest at heart. The first presentation that I went to, the sales people showed resorts in New York and Las Vegas. I recently found out that the company doe 1 not have any resorts there. Needless to say, I have not used this timeshare and I already see tha I never will. Without being able to lower the payments, I will not be able to fford a vacation. I can book a vacations on my own with less hassle, confusion a d less expensive. Any reasonable person would agree. As a result of my find ngs and the unlawfulness in which I was coerced into this purchase, I am seeking a contract cancellation. I have contacted Silverleaf and have spoken with Sa dra *******. I was told that they would not be able to offer me a cancellation. am reaching out to you for your assistance in my effort. Thank you for your time and assistance.
Desired Settlement I am seeking a contract cancellation.
Business Response We have reviewed Ms. *******' complaint.The content and form of this complaint and Ms. ******* separate letter to our office in April 2014, strongly suggest that she has paid for the services of an entity that purports to provide advice and the tactics necessary to cancel their contract with Silverleaf - even though the contract is valid and binding on both parties. Ms. ******* was not misled during her sales presentation.Ms. ******* has been an owner with Silverleaf since 2013 and we have no record of Ms. ******* making any requests to cancel her account or ever complaining of any alleged misrepresentations made by a Silverleaf employee prior to this time.Ms. ******* understands that her contract with Silverleaf is binding, just like a note to pay off a car or a mortgage for a house, and we believe that it is this reason that she has paid for the services of a "relief" or "exit" company.These companies encourage owners to file complaints with the BBB and coach owners to make allegations of oral misrepresentations or even lead owners to claim something that is not accurate in an attempt to bolster their position.We believe letters generated by these entities hurts the credibility of the owner's complaint.Notwithstanding, we review all complaints on their own merit and we appreciate the opportunity to respond to these allegations and set the record straight.Ms. ******* purchased a biennial vacation ownership interest at The Villages Resort during the red color season on December 13, 2013.On January 4, 2014, she upgraded to an annual vacation ownership interest during the red color season at Holiday Hills Resort.This upgrade gave her usage to all Silverleaf properties.During each sales presentation she went through Silverleaf's extensive verification process.In addition to walking owners through and explaining the contract documents, a verification officer also shows a video to the owner, which fully explains their new ownership.Then, in the next couple of days-but within the period in which the owner has the right to rescind the purchase- one of more Silverleaf representatives will call the new owner to make sure they don't have any questions.We contacted Ms. ******* the following day and she said she was very happy and could not wait to use.Ms. ******* initialed and signed an Owner Confirmation Interview (OCI) form and many of the items, which were clearly listed, refute the claims made by Ms. *******.She acknowledged that they were purchasing for their own personal use and not for any investment potential. Further she understood that Silverleaf did not have a buyback or resale program.Ms. ******* received copies of all her documents signed at the time of sale including an Exhibit "A" which outlined her rights of rescission as well.Also she signed a Bonus Time Disclosure statement which she understood reservations were based on space availability and was not guaranteed.Ms. ******* called to request reservations prior to 14 day marker and we could not assist her.She called to again to request Spring Break which the Bonus Time Disclosure statement indicates Spring Break is extremely limited.In April 2014, we spoke with Ms. ******* and she indicated financial difficulty and we offered to assist with lowering her payments.Ms. ******* has refused all of our offers of assistance.Should she wish to discuss this further or reconsider her position she may contact me directly at XXX-XXX-XXXX.If I may be of further assistance do not hesitate to let me know.Sincerely,****** *******, Director of Owner Services
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This is my response to Silverleaf's rebuttal of my letter to the BBB. I am certainly not in agreement with their response....at ALL! I signed the contract on 12/13/13 and tried to make a reservation 2 months later....of course I was happy with it at first when they called immediately after signing! I never had the chance at that point to try and actually USE it and find out later that there was all these "guidelines" and "rules"! I went to an "owner update meeting" on 1/4/14 with hopes of being there in person to cancel it but couldn't then tried to go to my unit in March over Spring break but it wasn't available. I was told I had to use "bonus points" but I was told that I could go to any Silverleaf Resort anytime (I was even given a list of all the resorts I could use with my contract) with the upgrade with a "Red Week" level. I had called to make reservations on 2/26/14 for Spring break in mid-March and I was told all the resorts in TX were booked!! There was always somethingroad blocks!....I never got to use the timeshare that I bought and put money into. I had to go somewhere else for Spring break and stay in another hotel not affiliated with Silverleaf because I couldn't get a reservation. This is WRONG, so very WRONG!!! Salesperson, Michel Reed told me I could make money by selling to my friends and I could rent it out and refinance the timeshare....That was a bunch of lies! I wrote a letter asking Silverleaf to cancel my timeshare in early April, no one got in touch with me and when I called, they said no one could help me so I wrote another letter 2 months later asking for someone to call me to discuss my grievances with my timeshare because the only ones calling me were from the collections department....wanting money. Mr. **** said that I would refinance this timeshare....that was a lie also. This is not right and the BBB should look into how they are getting people to sign contracts with all of their smooth talking...telling people in their presentations ANYTHING to get them into a timeshare. Please help me and other people who are being done wrong by this company. I want to terminate my agreement with them, please help! Thank you.
Final Business Response Thank you for the opportunity to provide a rebuttal response to Ms. *******' complaint.As stated in our original response, Ms. ******* made her first purchase with Silverleaf in December 2013.She accepted an invitation to attend an update meeting at our Dallas Vacation store on January 4 and it was during this meeting that she purchased her current account.What Ms. ******* doesn't mention is that, on January 3, she had a very long conversation with one of our Owner Services agents.Ms. ******* explained that she didn't fully understand her account and our agent explained to Ms. ******* in great detail the benefits of her original purchase.The agent advised her of the policies and procedures concerning Bonus Time, exchanges through Resort Condominiums International (RCI), Silverleaf's In-house Exchange program, the color season of her account and all fees associated with Bonus Time and exchanges.At the end of the conversation we specifically asked Ms. ******* if she was satisfied with her purchase.She indicated that she completely understood her purchase and couldn't wait to use it.Ms. ******* is stating that she went to the update meeting in an attempt to cancel her account, when the fact is that Ms. ******* made no request to cancel her account the day before when she was on the phone with an Owner Services agent.This is only one example of the many untruths in Ms. *******' complaint and response to your office.In fact, after she upgraded, she reported that she was happy with the better package and looked forward to vacationing and visiting Silverleaf's Water Park with her son and his friends.Ms. *******' recitation of other facts is completely false and contains material omissions.Six weeks after she upgraded (and also after her first request for Bonus Time was unsuccessful); she referred a friend to Silverleaf - for which she was compensated.When she later defaulted, Silverleaf called her about the status of her missing payment.She said she had other bills to pay - particularly escalating health insurance premiums.We offered to modify her note, downgrade her account, or otherwise work something out. While she originally promised to make the required payments, she didn't and then rejected each and every offer we made to assist her.We told her that we would have to foreclose, which she acknowledged without ever making any claim that anything was misrepresented to her at the time of her initial purchase or upgrade.It was only much later that she hired the third-party "exit" company.Ms. *******' response, which is obviously written by a third party, is inflammatory and even confusing.The response claims that Ms. ******* was told that she could make money by selling to her friends, that she could rent out her timeshare and that she could refinance the timeshare.The "selling to her friends" comment is confusing.We are not sure what the claim even means.It is true that Ms. ******* can rent her timeshare during her normal week.However, she deposited her 2014 week with RCI, so she cannot rent it out this year as the result of her own actions.Nonetheless, none of these claims were brought up in the conversation we had with Ms. ******* on January 3 or during any of the collection calls made earlier in the year when Ms. ******* account first became delinquent.The only thing that Ms. ******* has ever mentioned to us is that she can no longer afford the payments.She has not even complained to us that she can't use her account, because she too knows that this is not true.The one and only attempt to use her account was when she requested a Bonus Time reservation during a very high-usage period during Spring Break, when our Texas resorts are typically full with owners that either own that week or have exchanged their week for this time using our In-house Exchange program, which allows for exchanges two years in advance of the check in date.Bonus Time is last minute or availability within 14 days of the date of check in.If availability remains two weeks before check in then it is available to our owners, and the only priority given is based on the number of times an account has been used for Bonus Time within the last 12 months.Ms. ******* would have been given top priority for her request for Spring Break 2014, because her account had no Bonus Time reservations within the prior 12 months.However, during Spring Break, there was no availability.We told her to continue to monitor the website to see if anything became available.We do not know if she even tried.As we have stated to the BBB in the past, it is Silverleaf's desire that all owners have a clear understanding of the commitment they are making when purchasing an interval ownership.This is why we have an extensive verification process and ask each owner to initial each statement on our Owner Confirmation Interview form.Ms. ******* was not misled by Silverleaf and this is indicated by her initials and signature on the OCI form that she completed on two separate occasions.We are including these forms with this response letter.We remain willing to assist Ms. ******* with bringing her account current or assisting her with options that could lower her monthly payment.We are sure that Ms. ******* can use her account as she thought when she first purchased and we are willing to assist her with the reservation process.She currently has a week booked with RCI and once we have made arrangements to bring her account current we are willing to assist her with booking a reservation through this exchange company as well.Should Ms. ******* reconsider her position and decide to accept our offers of assistance, she may contact me directly at XXX-XXX-XXXX.Sincerely,****** *******,Director of Owner Services
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The fact that you are stating that I was happy with my purchase is true...I WAS until I tried to use this timeshare that I purchased. You told me that there wasn't anything available when I wanted to use it and you simply said (and you admit this) to continue to monitorWhich I certainly DID and STILL nothing came available. That left me with no place to stay and I had to book a completely different hotel to stay that week and wasn't able to use a timeshare that I had purchased!!! Now Mrs. ******* says she wants me to "get current on my payments and then she will assist me with reservations"....Where were you when I TRIED to make reservations back in March and I couldn't?? I have learned that you all just want my money but you don't care whether or not I am able to make reservations so my answer is still "NO"!! This timeshare is worthless.
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