Our vehicle was hit in the parking lot of the Branson Welcome Center. The situation was grossly mishandled.
My wife and I attended the sales presentation on X-XX-XXXX at the Branson, Mo. Welcome Center. While there, we purchased a price lock package that included another 7 day stay, as well a a two year price lock on the purchase of a timeshare. As we were leaving the Welcome Center, we noticed that our truck had been hit in the parking lot. We told an employee who was outside, and showed him the damage, an began to look around the parking lot for a vehicle that had matching damage. The employee went to notify management of the situation.
Eventually a women came out introduced herself as a manager, named ********, and said that we should call the police to make a report and she would finish up some paperwork inside and come back to file an incident report in a few minutes.
After calling the police station and requesting an officer to the scene, We walked around the parking lot and took pictures of all the vehicles o the lot with damage. We noticed one particular Vehicle in the lot with damage that closely matched ours and looked fresh. We were discussing the situation with a couple employees who had come outside to see what was going on when the officer arrived to take our report.
As the officer was pulling into the lot, and we were going to meet and speak with him, ******** walked back out and stated to my wife that that car we were looking at was hers and she didn't hit our vehicle. She was very defensive and unfriendly with us. My wife, *******, told ******** that we didn't know who hit our vehicle, but we took pictures of hers because her damage matched ours. ******** began yelling profanities at my wife and stating that she didn't hit us, she hit someone in the school parking lot recently, which i may add, was not a comforting fact. ******* stated that there was no need to be so rude, or ignorant to us, if she didn't hit us then why be so angry and defensive? ******** continued to yell at us, and defend herself against accusations that weren't even being made. We filed our police report and left without further incident. ******** never spoke with us rationally or filled out an incident report.
We returned to The French Quarter Resort, where we were staying for the weekend, and called another number we found for Spinnaker. ******* spoke to someone names Ashley Card, who told her to email her pictures of the damage to our vehicle, which we did, and to go to the French Quarter front desk and file a complaint, which she did. She was told the complaint would be filed with a manager named ****** ********, and we should hear from ****** first thing Monday.
We waited all day Monday and Tuesday without response. On Wednesday Morning, I called the welcome center back to speak with ****** and try to resolve this issue. I was put on the phone with ********, Who would not allow me to talk to ******, or leave a voicemail. ******** brought to my attention that it was her we had the confrontation with. She immediately got loud and defensive, and stated she was not rude and did nothing wrong. I told her that i was obviously not going to be treated properly and felt that it wasn't going to be possible to resolve this issue with her so I would call someone else.
I could not believe what I heard. This is how Spinnaker treats Families who spend thousands of dollars on their services??
I looked up and called the number for the corporate headquarters in South Carolina, and spoke to someone who transferred me to a person named Rhonda at Ext. ***** I left two Voicemails for this person on 04/27/2016. I have still not gotten a response.
****** should have been notified by several different means of this incident, but we still have not had any response at all.
We are absolutely appalled at the terrible customer service, the lack of response to a serious complaint, and the way we have been treated.
I would like a full refund of the $995 we spent on the price lock package.
We would very much like to purchase a timeshare in the future, but never under these circumstances. If this is not the typical behavior of Spinnaker employees, i feel like Spinnaker should not only refund our money, but honor the package that we bought as well. As I said, we would love to buy a timeshare, but in order to do any future business with Spinnaker, I need a major gesture to show this is not acceptable, and they will do what it takes to make a bad situation right.
The customer's request for a cancellation and refund of their monies is not justifiable based on the type of complaint they have filed. If you read the information, it is directly related to a parking lot vehicle damage report filed with the Police Department in Branson, MO which happened to be the parking lot of our sales department.
The incident the complainants are bringing to the BBB is one that has no Merritt against Spinnaker Resorts based on the business that we conduct. They are trying to co-mingle their Spinnaker Resorts contract with an incident and verbal confrontation they had outside of the work place.
There is clearly no evidence to support their accusation that an employee had damaged their car and furthermore, a damaged car in our parking lot does not constitute a reason to cancel a contract they signed prior to that parking lot incident.
Customer Relations Department
Spinnaker Resorts, Inc.
(The consumer indicated he/she DID NOT accept the response from the business.)
We are absolutely NOT filing a complaint about property damage. The fact that the customer relations departments response is so incredibly focused on property damage, which isn't the issue at all, tells me that this issue was not even remotely taken seriously by Spinnaker as a company. We NEVER claimed that an employee damaged our property because there is clearly no evidence of that. If there were, we would have filed an insurance claim against the person responsible.
The issue here, as was clearly stated in the complaint, is about my wife being yelled and cussed at on Spinnaker property, by a Spinnaker employee. Not just an associate, but a person claiming to be management. The entire situation was grossly mishandled and ********, the employee I'm referencing, was nothing but rude and offensive. I also add that ******** is NOT management, and when I called the Branson welcome center I was told once again that ******** is a manager and put on the phone with her once again. She refused to let me speak with a real Manager, and once again was hostile and defensive, and very loud with me. I absolutely do not accept this response, or even acknowledge it. We were never allowed to fill out a proper incident report, we were never allowed to speak with real management, and we were yelled, cursed at, and intimidated by Spinnaker employees. We have absolutely no interest in doing further business with a company that treats their clients in this manner.
Also, we never received a response from customer service at the Hilton Head company headquarters, even after several voicemails were left. I fully Expect a refund and cancellation of my contract.
Final Business Response
The contract in question is a Lease Option Agreement which provides the ability for the purchaser to travel to any of our Resorts within the next 18 months and stay for 7 nights, based upon availability, and use all of our accommodations and amenities, etc. like any of our owners would have the opportunity to use. During the stay the purchaser would also have the option to purchase a timeshare for whatever locked-in price was offered the day they entered into the Lease Option Agreement. The cost was paid in full at point of sale by the purchaser.
We would ask that the complainant please provide the section of the contract where it states that a purchaser is eligible for a cancellation of legal binding contract with a refund of monies paid due to the the fact one party didn't like the manner or tone of an employee of the other party.
We understand that there is no such clause in the contract, however we are willing to negotiate a settlement and release for the contract. Please have the complainant contact the following email address in order to contact us directly: **@spinnakerresorts.com
Director Customer Relations
Spinnaker Resorts, Inc.