Today Timeshare Advocacy Group Secret Shopper Coordinator Pete Gibbes describes a remarkable Diamond sales presentation. Inside Timeshare is always ready to publish a good report. Pete has not yet heard back from the sales agents and managers who said they would look into the complaint that prompted Pete to become more involved with advocacy efforts. Inside Timeshare will follow along and report in as soon as Pete hears back.
On 17 October Inside Timeshare published an article warning about another new “fake” law firm in Tenerife called, ADN Alberto Dlendro Nabalez, Litigacionespaña SL, we have now had another reader send us information on the contact they have had with them. It seems that the Director of their timeshare resort The Harbour Club at Los Gigantes, Tenerife, has been charged with fraud. ADN have told our reader that many owners are getting together to cancel their membership, ADN would do this for them for 20% when the claim goes through.
Our reader then received another call informing them that a date has been set for a hearing on 20 November at 12.20pm. All they need to do is pay the “fake procurator” as soon as possible and they would be part of the case. This is very speedy indeed, but as we have said before this is all a FRAUD, there is no case, the director has not been charged with fraud and no trial date has been set. If you have had a similar call to this regardless of who you own with, then contact Inside Timeshare, your information is invaluable in helping others steer clear of this outfit.
It has been a very busy week for the courts all over Spain, on Wednesday 7 November there were 15 cases being heard in various courts against a variety of timeshare companies and resorts.
Continuing with Anfi, after yesterday’s article, it was announce that a further two sentences have been received from the Court of First Instance No 1 in Maspalomas, both contracts have been declared null and void with the return to both the clients of over 43,933€ and 47,582€ respectively.
Court Sentences PDF’s
Now for this weeks Letter from America.
Our Diamond Resorts Experience
A Not So Secret Shopper Reports
By Pete Gibbes, Timeshare Advocacy Group™ Secret Shopper Coordinator
November 9, 2018
We stayed at Diamond’s Los Abrigados Resort in Sedona Arizona October of this year. I was treated like royalty during a member update and sales presentation, neither of which would have lasted 15 minutes unless I had more concerns. Our sales promotion presenter, who said he had been with Diamond Resorts for 27 years, said that if we would like to buy more points we could talk about it. If not, was there anything else we wanted to ask? I asked if I was in an alternate universe.
They maintained that the company no longer employs hard sell because they found it to be counterproductive.
The internet is flooded with complaints that begin with, “The sales agent said….” only to be dismissed with, “You signed a contract” or, as we were told in 2016, “We are not responsible for what our sales agents say.” In my opinion, any company which does not take responsibility for their salesperson’s words and actions is implicitly incentivizing them to misrepresent the product in order to elicit a sale. When the sales agent is allowed to keep his or her commission, time after time, undisciplined or not terminated, that company is rewarding unfair and deceptive business practices.
To avoid being fleeced, I advise – don’t believe a word a timeshare sales agent says. “You signed a contract” is a fair response for simple buyer’s remorse. If companies refuse to reverse transactions when allegations of misrepresentations are detailed and credible, sales will ultimately be affected.
I hope our experience at Los Abrigados is representative of future updates to come. We received “Priority Check-in”, i.e., whisked to their VIP accelerated check-in which, according to the Diamond Resort’s website, is reserved for ‘Gold‘ and ‘Platinum’ loyalty owners, but I’m just a ‘lil old Silver member’.
During the update I was asked to document my previous purchase elicited, I believe, by deception. They actually wanted me to put it all down in writing because they wanted to directly bring my case to Diamond. They said to specifically use the word ‘misrepresentation’, because that has been the term which phony sales presentations have been scrutinized over. They also said to be sure to put that I was pursuing legal remedies, because Diamond took that seriously.
Two or three higher level people at the update were shocked and dismayed about how we had been treated in 2016. A senior manager appeared and commiserated with us. He sweetened the vouchers. They maintained that several years ago the abusive sales practices were addressed and things changed for the better. They were glad that I had let them know how I had been so shabbily treated before. They wanted to go to bat for me. (My account of what happened in 2016 follows this Secret Shopper report.)
At the sales presentation we were told that we could use our Diamond points to pay for nights at ANY 3 star rated hotel. I’d be reimbursed for 300 (or 400?) points per night. Now that’s not a bad deal, at least for many Diamond stays. At 400 points per night for 7 nights you’d be paying 2800 points for a very nice lodging, and it would be wherever you wanted to go, whether there was a Diamond resort available or not. I had not heard of such a benefit. This time around I will confirm if this is true. I have this sales agent’s contact information. He said to call him anytime about anything.
Also, there are supposed to be now 39 different ways for you to spend points, although he said points for flight miles wasn’t a very good use of points at $.07 to $.10 per point. It would take about $2,000 in maintenance dollars to book one domestic airline ticket. Typically, the best of use of points for any timeshare member is to use the points to stay at the resort’s properties. There are 39 different ways to use points? That may be a whopper.
I would like for someone familiar with alternative uses of points to refer me to where all these uses are detailed so we can calculate the actual value. I don’t see them listed on the Diamond website. Members need to do their timeshare math, as using the Barclaycard to pay maintenance fees is only at 1% per purchase, so it would take $200,000 charged in a year to pay a $2,000 maintenance fee bill. When members are told, “You can pay maintenance fees by charging purchases to a Barclaycard”, do the math to determine the actual value of this strategy.
We were given all kinds of extra vouchers and discounts to attractions because I had had such a poor experience with the company. The concierge seemed amazed at the generosity of our discount/voucher amounts. He said he had never seen anything like it. Thought somebody must have made a mistake. This may have been a bit of luck, but our unit had what surely must have been the best view of the red rocks as anyone there.
The entire experience was far friendlier than I have ever experienced at a Diamond Resorts property. It was bizarre. Could they have been apprised that I am TAG’s Secret Shopper Coordinator? Or does Los Abrigados just happen to be a resort where members are treated particularly well? If my dispute over our 2016 purchase gets resolved, I will credit the sales team at Los Abrigados. I certainly would praise this particular resort, if my experience is typical, which I don’t know. I thought you would find my experience of interest. Maybe someone can even explain it to me.
All in all, I felt like Donald Trump must feel like when he stays at one of his properties. I do have to say that if the people I dealt with were ‘acting‘, they should be up for some awards, because even my highly tuned BS detector never flashed any warnings. Unfortunately it never did two years ago either. Proof is in the pudding, as they say.
It may be advisable to make all the people on our advocacy site Co-coordinator Secret Shoppers.
Here’s what happened to us at a Hyatt presentation in Charlottesville 11/18/2016.
My goal here goes well beyond getting this transaction reversed. I am hoping all those who feel that they experienced unfair and deceptive sales practices will come forward and file regulatory complaints and warn prospective buyers to be EXTREMELY skeptical of anything a timeshare sales agent says. This is not fair to those selling the product honestly, but the liars are so good, it is impossible to tell the difference.
We originally purchased 11,500 points in 2007 at Lake Tahoe Vacation Resort. We were not unhappy with Diamond until the 2016 Virginia purchase.
We learned about six months after our purchase that a Diamond “buy-back” program described in great detail by our sales agent does not exist. The buy-back program was the only reason we purchased the additional 4000 points for $15,500.
We attended the member update only because we wanted to get out from under the Diamond points we had already purchased. It was then DRI sales agent Mark W offered us a “great new deal” whereby DRI members who bought enough points to become Silver loyalty members could sell back ALL Diamond points.
After multiple “no” responses to other reasons to buy additional points, Mark W brought up the non-existent program that was of great interest to us. He said that if we became Silver members, after three years, we would have the option to sell all our points back to Diamond for $108,000. He said Gold loyalty members would be able to sell points back in two years. He put this in writing (which I have), by writing down $108,000. He also wrote 2Y=G and 3Y=S.
I was extremely skeptical because I had never heard of a timeshare buying back points. However, after he repeated this ‘new deal’ about five times, we finally decided he must be telling the truth. We signed.
When we ultimately learned there was no buy-back program we repeatedly asked Diamond to cancel the contract. Diamond’s response inevitably was, “It doesn’t matter what the salesman said,” or even wrote down apparently. They said that we had signed the contract.
My oral and written requests to get our contract cancelled began around June 2017. When you buy additional points, obviously you are not thinking about selling. It is only until you inquire about selling you learn you were duped.
I am encouraged by the Sedona Diamond representatives and their willingness to look into our complaint. There is a lot more detail to our complaint, but no sense rehashing it here since the entire experience is well documented. I look forward to hearing what my new friends at Los Abrigados find out.
Advocacy Facebook offer support groups for those who have had bad timeshare experiences like ours. Our Facebook has over 2,000 members.
Contact us at Inside Timeshare or one of our Advocacy Groups if you or someone you know needs timeshare help.
So that is all for this week, join us again next week for more news and views on the world of timeshare, have a great weekend.