NO TRANSPARENCY*Hi, this is Fred and Deborah Clark (US COLLECTION * *******),*We have h...

GetHuman-fjclarke's customer service issue with Diamond Resorts from August 2018

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NO TRANSPARENCY*Hi, this is Fred and Deborah Clark (US COLLECTION * *******),*We have had a time share since **** when we bought into the “Glen Ivy” timeshare program, which we really enjoyed. That time share bought you one week, but we had a great time going to California and Hawaii. Well, on one of our visits to San Luis Bay Inn we had a presentation in which we got into “Sunterra” because it was a point system, not just a week. We sold our “Glen Ivy” timeshare and went to the “Sunterra” system. Again, we have enjoyed the program. Well, at a later presentation we find that Sunterra has been bought by Diamond Resorts and the program has been basically good, except for the presentations. They have all been pressure sales and not much fun. We even had a sales lady in Sedona that cussed at us and hoped my business would fail because she did not get a sale from us. Well, we now come to more current years, and because of these last presentations, I want the last contract made null and void (and credit card company paid back) because of these deceptions and misrepresentations that have occurred.**NO. *: (*******-Scottdale Village Mirage) We bought **** points so we could be part of US Collection instead of the California Collection (which is what we bought into when we bought). We were told how it would enhance our ability to increase our vacation experience. Well, nothing has happened different, because we were happy how we used our California Collection points! So we wasted all that money for something we did not need. They told us, again, it would enhance our portfolio and make it more attractive. That was Michelle Reed and group in Scottsdale, Arizona.***NO. *: (********-Rivera Beach Resort) At this meeting we were told it looked like our program was fine and were told to meet with “NAHID” to exit the presentation. We did so and were told by “NAHID – from Iran, nice lady” that the biggest concern of the owners were the maintenance fees. She let us know that because of the merger of Diamond and Apollo Global Management, they were concerned with that, and were helping reduce them by giving back to us $*.** per point used on vacations, reservations, etc. up to $*,****year (by check from DRI) and that the incremental increase of the maintenance fee would be lower and slower (She call this the “Membership enhancement program”). Also, we were told that we could pass our program on to our kids and if they did not want it later on that they could get rid of it without penalty. Well, we were really excited and decided to buy the “Sampler Package” to celebrate with our family and for no other reason. There goes more money, but I didn’t feel bad about this use because it would be used by our family as a family reunion. I later called “Nahid” again and confirmed her presentation as being accurate. We left this presentation very happy with the good news from “Nahid”.****NO. *: (*******-Scottsdale Village Mirage) This is where it gets worse. During the presentation with “Christine” she let us know that “Nahid’s” presentation was not accurate (Christine wouldn’t say that it was a lie). All that Christine wanted to do was push aside Nahid’s information and try to get us to buy **,*** more points to become “Gold Members” which included the “Membership enhancement program” which was written on her black board. I kept looking at her logic to buy more points but it did not fit our way of vacationing. We did not want to be on vacation all the time like some people. We liked going on vacation a few times a year. Anyway, we did not get along in our conversation and she told us that we should probably not go to any more presentations and basically did not want to see us again, especially me. End of presentation and we left.***NO. *: (*******-Hyatt Regency, Mission Bay) This was the last straw, but we didn’t know it at the time. We dealt with Sean M. Najera- License No. ******* and Krista Brown during this presentation and sale. We were about to close the presentation but Sean noticed that we were not part of this new “enhancement program” and told us that if we bought **** points that we would be, and our benefits would be:***.*Would be “Gold Members” for ** months and receive all of those benefits and privileges of “Good Members”.**.*Receive “Diamond Bonus Points” for ourselves or family members.**.*The biggest benefit that sold us on the *,*** points and a $**,*** purchase price was the new program that came about because of the merger and the concern they had heard from the owners - “maintenance fees!”. Well, Sean told us that with the purchase of these points we would no longer have maintenance fees. We would now be able to collect a check that was equivalent to $*.***point used in our vacation plans. This $*.** * point would be good during the ** months we were “Gold Members” and would go down to $*.***point when we went back to “Diamond Members”. I asked when we would get the checks and he said that they (DRI) would begin the process of making the check for that particular stay upon checking into each resort. We were thrilled. I created a sheet that showed that in *.* years that we would break even (enough savings on maintenance points that it would pay off the mortgage on the new points) and that from that point forward, we would have no maintenance points forever!!!!! See attachment. I called Sean again and he told me that exact same thing that they, themselves, had calculated the time for no maintenance fees at *.* years. We could now enjoy our vacations and not worry how to pay the maintenance fees with our Social Security checks. **I had two vacations lined up towards the end of the year and Sean said that they were eligible for the $*.***point also. We were ecstatic. Let the good times roll.***NO. *: (*******-Lake Tahoe Vacation Resort) This is where everything becomes unraveled. This is when we met for the required presentation because of the Sampler Points. We attended the presentation with Christian Marston and told him that we only bought the Sampler Points to have a family reunion. He really wanted to sell us points but we told him we were at a good point and didn’t need any more points. We told him about the new program we bought at “Hyatt” and were very happy!! Well, he then deflated our balloon (used an H-Bomb) and told us that there was no program like that at all!! He said that there was no program even vaguely close to the program we described. He said that there was a ***** program but said that wasn’t even close to the program we described. He, in essence, told us that we had been lied to and that we should get ahold of corporate and try and get things fixed. I was very angry and let it be known. I tried to get ahold of Sean at the Hyatt and his number has been disconnected and the Hyatt sales office says that he does not work there anymore but has been transferred to another office. It’s interesting that we got a piece of mail stating a few days later that said that the benefits of our timeshare ownership may have been misrepresented. What an understatement! Please rectify this injustice of our trust in you. Like I said, I have been a timeshare owner since ****. Please cancel the $*,*** contract and reimburse all monies paid to you.**Thank you.**Fred and Deborah Clark*Member * ************ North Timpanogos Cove*Cedar Hills, Utah ******(***) ***-****

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Diamond Resorts

Customer service issue
Reported by GetHuman-fjclarke
Aug 18th, 2018 - 4 years ago
Seen by 49 customers so far
Similar issue to 18 others
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Aug 18th, 2018 7:15pm
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Aug 19th, 2018 8:24pm
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Aug 21st, 2018 9:55pm
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Aug 23rd, 2018 1:51am