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Disney

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A Customer Service Message

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees

“who can adjust themselves to the personality of the guest”.

Today we publish another article by Irene Parker, this is entitled Hug Your Haters! A Customer Service Message. It is a look at Jay Baer’s book of the same title, which will be available at most airport bookstores through September. Irene already has her copy, Forbes has an article reviewing the book written by Shep Hyken:

https://www.forbes.com/sites/shephyken/2016/02/20/love-your-customers-hug-your-haters/#6c2d2bfa1573

But first some other news.

It has been announced that RCI the timeshare exchange company,which is part of part of Wyndham Worldwide, is set to take over the Australian exchange company DAE, Dial An Exchange. This has been an independent exchange program for many years, it is popular for one simple reason, there are no annual membership fees. Owners only pay when they make an exchange, which does seem to be the fairest method, as you may pay a membership fee and never actually use it every year.

Obviously with the link to RCI, it may be that will benefit those who use DAE, as it should increase the number of resorts available to them. Many owners in the UK like the DAE system as they were rather disappointed with RCI and the annual fees on top of their ever increasing maintenance charges.

According to RCI, DAE will still be a stand alone company, with no interference from RCI, the questions is for how long?

Since the article Truth, What is Truth , was published last Thursday, Inside Timeshare has been receiving many more enquiries from confused Anfi members. It would appear that Anfi has stepped up its campaign to spread the falsehood that they are not losing cases at the Lower Courts or the Supreme Court, by contacting members and laying the seeds of doubt. What must be remembered is the simple fact these cases are public record and can easily be verified. Somehow Inside Timeshare gets the feeling that not is all well at Anfi, from our sources there may just be a rather important announcement about to be made. We will keep you informed as and when news becomes available.

Truth, What is Truth?

Next week in our Tuesday article we will be looking at the flurry of lawsuits being brought against timeshare attorneys in the US, Irene again gives the US, along with her own view on this subject. It does look as though the timeshare industry on both sides of the great lake are on the offensive.

So now to Irene’s latest contribution.

Hug Your Haters! A Customer Service Message

A timely message and a needed customer service handbook

catdog

http://www.jaybaer.com/hug-your-haters/

By Irene Parker

August 15, 2017

Hug Your Haters was written before the violence that took place in Charlottesville, Virginia over this past weekend. The event was planned by white supremacy demonstrators. I was trained by a financial planner from Trinidad. He shared with me this story about knocking on the door of a white man. When the man opened the door he took a hard look at my mentor and said, “I shoot black people.” My mentor responded, “I’m not black. I’m from Trinidad.” After a second hard look this white supremacist laughed and said, “You want a beer?”

No matter the color of skin, the amount of wealth you possess, or your determination to make a sale, people are people. Even kings interacted with peasants. Jay Baer’s book could not be timelier. Communication is the key, author Jay Baer asserts. Inside Timeshare agrees.

New York Times bestselling author Jay Baer is to be the keynote speaker at the Interval International Shared Ownership Conference to be held at the Miami Beach Eden Roc Hotel October 23 – 25. Mr. Baer has advised more than 700 companies including The United Nations and 32 Fortune 500 companies.

https://www.regonline.com/builder/site/Default.aspx?EventID=1951406

The title of Mr. Baer’s book, Hug Your Haters, is also the title of his keynote speech that he will deliver to developers, investment bankers, private equity firms and other capital investment firms.

Our Timeshare Advocates are hopeful, as the only response our 400 plus member supported Diamond Resort Advocacy Facebook group has ever received from Diamond was from one brave sales agent who joined the group. Basically, his conclusion was that we are irresponsible whiners unwilling to fulfill our obligations. He ultimately had to be removed for driving away already financially shattered members.

In preparation for Mr. Baer’s keynote address, I have invited him to join our Facebook hoping he may be our bridge to communication. He would at least be provided a microcosm of timeshare comments and complaints to study. I don’t know if I would call us Haters. I think seekers of accountability and transparency describe us better.

We seek to provide Diamond Resort members a way to proactively address membership concerns; to advocate for timeshare reform; to obtain greater disclosure from the company; to advocate for a viable secondary market; and to educate prospective buyers.

https://www.facebook.com/groups/DiamondResortsOwnersAdvocacy/

We are not alone. DRIP is a website launched by over 1,000 British members trying to find a way out of their timeshare contracts.

http://drip.enjin.com/

A Club Intrawest Owners Group Facebook has over 3,400 members

https://www.facebook.com/Club-Intrawest-Owners-Group-921012087982547/

A recently launched Gold Key Diamond acquired resort Facebook

https://www.facebook.com/groups/1639958046252175/

Acquired resorts are on a campaign to reach out to other members in an effort to convince owners not to give up their deed in exchange for non-deeded right to use points.

Eight hundred Bluegreen members call this Facebook Bluegreen Class Action

https://www.facebook.com/groups/180578055325962/

Wyndham lost a whistleblower lawsuit when a jury awarded former Wyndham sales agent Trish Williams $20 million. Ms. Williams mentions TAFT days – tell them any fxxx thing to sell points on slow sales days.

https://dolanlawfirm.com/2016/11/wyndham-vacation-whistleblower-verdict/

hater

I could go on, but clearly Mr. Baer has his work cut out for him.

The timeshare lobby organization ARDA will be quick to point out that 83% of 9,000,000 timeshare owners are happy with their timeshare. Mr. Baer I’m sure will be quick to point out that the 1.15 million who responded they are not happy with their timeshare should not be ignored, even on social media sites. Mr. Baer’s primary thesis is:

Haters are not your problem…..

Ignoring them is.

In his book, Mr. Baer goes on to say that choosing to stay silent speaks volumes. Not responding is a response that says “I don’t care about you.” He talks about how it is psychologically difficult to engage with Haters, especially when they shine a giant spotlight on their perception of your shortcomings.

It’s not all gloom and doom though, at least not for Disney owners. We published this article analyzing why Disney has so few Haters.

http://insidetimeshare.com/lesson-timeshare-companies/

As far as us chalking us up as disgruntled grumblers that don’t know how to use our points properly, here is one of our Advocates offering his analysis, previously published as a stand-alone article, why the timeshare industry has so many Haters;

It appears the industry has long depended on “self-regulation”. It has not done a great job of that but there have always been just enough companies that seem to try and deliver a quality product and quality customer experience at the same time they balance trying to make a healthy profit.

I think of a brand like Disney first and foremost. Also while I know a company like Marriott has their critics, in all my years traveling and staying at their hotel and timeshare properties I always got the impression they were serious about fulfilling their fiduciary responsibilities and providing top shelf customer service and a quality customer experience. I am sure there are other good examples.

In the past, the actions of the bad eggs of the industry (the industry’s worst examples), the negative impact was always minimal and able to be managed before it metastasized. But the potential problem as I see it is that in the last decade it appears what may be described as large predatory financial engineering companies almost “posing” as timeshare companies have risen and aggressively worked every loophole and non-regulation to their own advantage and now are probably guilty of gross violations of their fiduciary responsibility to their customers / owners. These companies have created vast fortunes for a very small network of individuals at the top of the pyramid.

Ironically though, and looking at historical examples from other industries, it is these very companies likely to bring the whole industry into the national spotlight and to its knees eventually. Some of these appear to have walked to the edge of doing that already.

As these quasi financial engineering / timesharing companies become increasingly more brazen in chasing profits by any means possible, raising fees rapidly at the same time they are reducing owner benefits, due to their increased sheer size the public outcry will likely increase and just the odds of random probability suggests there will be a “Gotcha” moment or event that will bring increased scrutiny and increased legislation.

If the good timeshare companies try to ignore what the bad ones are doing, they may find someday that their systems and profits and share prices are negatively impacted by the future regulations forced on the industry from the egregious actions of the bad actors in their industry.

challenge

We will continue our discussion in a Part II Hug Your Haters article examining two of the eleven points Mr. Baer said customer service professionals will learn by reading Hug Your Haters.  

The two types of Haters and what they want from you when they complain.

Why you need to answer every complaint, in every channel, every time.

Finally, why am I so critical?

It all started when my husband and I attended a pathetically aggressive sales presentation, lied to in order to get us to attend. We had not been happy with availability so in no way were we going to purchase more vacation points. We make due but, like many others, we feel we were oversold on availability.

Next, I learned when we tried to sell our points, because our contract said we could, not one member of the 64 member Licensed Timeshare Resale Broker Association will accept a Diamond Resort listing, although they will accept virtually all major competitor listings.

http://www.licensedtimeshareresalebrokers.org/

As I started publishing articles for TheStreet, Jim Cramer’s Mad Money Investment News Service and then Inside Timeshare, I began to hear from timeshare Haters the world over, including the Philippines and Australia. Families allege they were sold by deceit and bait and switch. To date I have heard from 114 families of which 101 would fall into the Hater category. The others were simply seeking how to go about relinquishing their timeshare.

You can Hug Your Haters all day long but if a timeshare company violates their trust and respect by siding with the sales agent over the customer when the customer knows what they were promised and what was not delivered, Hugs won’t help. Change will.

As our online information site Timeshare Advocacy Group ™ states,

Knowledge Speaks, Wisdom Listens (Jimi Hendrix)

https://www.facebook.com/timeshareadvocategroup/

This certainly looks a very interesting book and I personally will be looking out for a copy, thanks again to Irene for her insight into this subject, with part two being published next week. Maybe, just maybe, the industry will take note of this.

Over the next few weeks we have some very interesting articles in the pipeline, with one article giving the results of our Timeshare Advocacy Group and the results achieved so far.

If you have any comments on any article published or need any help and advice on any timeshare related matter, contact Inside Timeshare and we will point you in the right direction. Inside Timeshare is committed to giving you the facts and not fake news.

half way

Mid Week Report

Following on from the news that TATOC is no more, the latest news is that TATOC Consumer Helpline Ltd has also been wound up, when more comes in we’ll publish it here. If you have tried to access the TATOC website, you will have noticed that it no longer comes up, confirmation that TATOC and Harry Taylor are truly gone, although we wonder if any of his old allies (MacDonald Resorts) will be offering him a job?

job wanted
Contact Harry or is it Henry Taylor?

On the story published yesterday regarding the sand on Tauro Beach, The Canary News has also published a full in depth report. It not only looks at the controversy surrounding the importation of sand from the Western Sahara, it also has a very good introduction to the history of this region.

http://thecanarynews.com/the-shifting-sands-of-tauro-beach-investigation-for-alleged-breach-of-un-international-law/

the-canary-news-views-sunshine-logo-2016-250

Now it is August, the courts have closed down for the month, so there will be no news emanating from there. Good news for the timeshare companies! But it is guaranteed that come September there will be a flurry of sentences being announced.

It is also a time for the new “scams” to start getting ready for the Autumn and Winter season, the new company names and websites will soon be surfacing along with some of the old names that will be resurrected. So be warned, do your homework first, check and recheck, these scams are getting very sophisticated, you only have to see the articles on Litigious Abogados and their family of firms. If in doubt or not sure how to check, then contact Inside Timeshare.

So now on with our Wednesday article from Irene Parker.

Welk Resorts sues Timeshare Exit Team for Racketeering

Right To Use timeshare programs need a secondary market

hear no evil

By Irene Parker

August 2, 2017

Welk Resort of Lawrence Welk fame has sued Timeshare Exit Team for racketeering. Once again, the lack of a secondary market forces beleaguered timeshare members into the nets of alleged unscrupulous transfer agents when a resort provides no exit for members sold a timeshare contract in perpetuity.

First, a hat’s off to Lawrence Welk, a big band great that kept early American households riveted to their seats for over 20 years. To this day the Welk resort is a family friendly resort that knows how to run a business. My husband and I stayed at a Welk Resort in California. It was one of our most memorable timeshare vacation experiences.

https://www.youtube.com/watch?v=PDgzQyiUfEo

Inside Timeshare has received a volume of reader responses alarmed that there often is no way out of a timeshare contract. ARDA and the industry have lauded timeshares evolution towards a right to use product and have stated members should not expect value back when they seek release from a right to use timeshare.

The problem with ARDA’s “see no evil, hear no evil” position is – about 90% of the complaints Inside Timeshare has received, have loans attached and many allege they were duped into signing off on high interest rate loans and credit cards. Voluntary surrender or “take-back” programs require the member be free of loan encumbrances. In addition, voluntary surrenders are never guaranteed.

Mr. Howard Nusbaum, President and CEO of the American Resort Development Association (ARDA), was quoted in a June 2014 RedWeek article in reference to the lack of a viable timeshare resale market, “This is a legacy problem. People buying a timeshare today are buying it from multisite clubs that have management forever and sales teams forever, so the ability to recycle inventory will not be a problem in the future.”

https://www.redweek.com/resources/ask-redweek/timeshare-resales-arda-predictions

Timeshare Exit Team Response to the Welk Resort lawsuit

Response from Brandon Reed, founder and CEO of Timeshare Exit Team:

Timeshare Exit Team learned of this matter through a media release distributed by Welk Resorts on July 26, 2017. Following the news being publicly distributed, we were formally served on July 27th, 2017, and intend to present a vigorous defense to these claims. We would also like to inform consumers that the meritless lawsuit and inaccurate accusations therein will not dissuade our team from continuing to advocate for consumers.

I’m proud of the service we offer and of the company we have built. Timeshare Exit Team has built an unparalleled in-house team, leveraging effective outside resources as needed, to assess each customer’s unique situation and to provide them with qualified, thorough, and trusted management of their issues.

The Welk Resort lawsuit v Timeshare Exit Team reported by Business Wire    

“SAN DIEGO–(BUSINESS WIRE)–Welk Resorts, developer of family-friendly vacation resorts, has filed suit in U.S. District Court for the Southern District of California against Reid Hein & Associates, operating as “Timeshare Exit Team,” and law firms in two states for allegedly operating a nationwide racketeering scheme to induce vacation owners to disrupt Welk’s contractual relationships with its vacation owners, causing breach of contracts, delinquencies and defaults that damaged Welk, the vacation owner association and vacation owners.”

“The suit cites fraudulent racketeering activity, intentional interference with contractual relations, and violations of the California unfair competition law, California Vacation Ownership and Time-Share Act, California False Advertising Law and the state “Running and Capping” Law. The latter makes it illegal for non-attorney agents to obtain business for an attorney or law firm for compensation, or solicit others to engage in running and capping.”

Timeshare Exit Team charged fees of $5,000 and more for this “service.”

http://www.businesswire.com/news/home/20170726006103/en/Welk-Resorts-Files-Suit-Timeshare-Exit-Team

Timeshare Exit Team fulfills an HOA Collections Agent’s Prediction – Previously Reported by Inside Timeshare

Kristi, a Home Owners Association timeshare collection agent I interviewed back in March of 2017, complained of lawyers transferring timeshare contracts to fictitious persons or LLCs. Some things are universal. Charles Thomas has been reporting on a recurring “Litigious Abogados” theme. Inside Timeshare is published in Spain.

As reported by Inside Timeshare in our interview with Kristi:

Irene: Are you familiar with Timeshare Exit Team? One of their agents contacted me and asked me to review their program. What is your opinion of this firm?

Kristi: I would never endorse or advise anyone to use their services ever!! They specialize and advertise “Cancellation of Timeshare Contracts” but we don’t have contracts. We have deeds. We have chosen not to do business with Timeshare Exit Team because of their inability to follow our procedures and because of the quality of work previously sent to us.

Timeshare Exit Team has been involved with two other timeshare resale companies and/or timeshare attorneys that were involved with transferring 18 of our deeds since 2014 to four individuals that have never paid the dues and are delinquent in the amount of over $18,000. Out of the four individuals we were able to track, we learned that they are all associated with each other thru business dealings, contract employees or registered agents. They must assume that the association will eventually foreclose or take the property back but it is very costly to foreclose and we do not accept property back.

http://insidetimeshare.com/timeshare-hoa-collections-agent-shares-experience/

Here are ARDAROC’s (Resort Owners Coalition) eight tips for selling your timeshare and how they apply or do not apply to Diamond Resort members. This is what I have learned since trying to sell my Diamond right to use points.

  • Know what you own – Most own non-deeded right-to-use points
  • Consult your resort – Diamond’s Advocacy Department has helped some members but others have had to seek legal assistance when denied relinquishment. Tracking our reader outcomes thus far – 29 out of 77 report positive outcomes.
  • Sell it yourself – member supported Facebook pages seem to be the best option, but complaints abound that “no one wants it.”
  • Get assistance from a Licensed Reseller – not one member of the 64 member Licensed Timeshare Resale Broker Association will accept a listing for Diamond’s non-deeded points due to secondary market restrictions.  
  • Pass it on or gift it to your family – maintenance fees are also passed on
  • Donate it to a Charity – Donate for a Cause is a scam according to Consumer Affairs. A charity has the same problem. They don’t want the rising maintenance fee liability. https://www.consumeraffairs.com/news/timeshare-donation-scheme-is-a-scam-feds-charge-120115.html
  • Generate income by renting. Diamond Resorts does not allow renting through a third party website. “Use by a Member of public advertising or an online website to seek renters shall be deemed a prohibited commercial use.”
  • Beware of scams.

http://www.ardaroc.org/timeshare-resales-resource-center.aspx

Lela Renea, a Bluegreen timeshare member, contacted Inside Timeshare about her battle with Timeshare Exit Team after they appear to have stonewalled her. Since Lela is in the middle of negotiations, she did not want to elaborate on the distress she feels, attempting to resolve her Timeshare Exit Team concerns – suffice to say she had reason to reach out to Inside Timeshare. We will be reporting as to whether Bluegreen will come to her rescue or allow her to fall to the mercy of Timeshare Exit Team.

Despite the customer loyalty and lack of complaints we reported last week among Disney deeded timeshare owners, with access to resale and rental options, right to use non-deeded timeshare programs continue to ignore the growing problems caused by perpetual contracts not able to be sold, rented or relinquished.

Welk Resorts back in the day was a fixed week timeshare but has converted to a right to use non deeded program. A life change like a job loss or illness, rendering the timeshare unaffordable, is as much a problem for members of right to use programs as it is for legacy resorts.

light thought

 We hope someday, someone in the industry or ARDA will see that throwing up roadblocks to a secondary market is a detriment for all. As we reported last week, timeshare attorney Mike Finn has never had a Disney client and it is unlikely Timeshare Exit Team has ever had a Disney client either.

Some answers are so logical and simple, they cannot possibly be understood.

Once again thank you to Irene, who explains the timeshare world across the great lake, as you will have noticed there is very little difference to the problems that owners / members face.

In this Friday’s Letter from America, we have another contribution from Eron Grant. In her Letter to ARDA she asks Why does ARDA have a Code of Ethics? This very question was also asked of the RDO, Europe’s equivalent of ARDA. We still don’t have a genuine answer to that little conundrum!

So there we have it, half way through the week and a couple of hard hitting stories, we’ll be keeping an eye on the Tauro Beach story and will bring you the latest as it surfaces. Remember, beware the scam artists, do your homework, check and check again, it will save you a lot of money and stress in the long run.

 

sits vac 1

CUSTOMER SERVICE AGENT
Experience in Bull Shit Essential
letter from america

Friday’s Letter from America

Welcome to this week’s Friday’s Letter from America, this week we publish an article from one of the Advocates, as usual this has been edited by Irene Parker. First a word from Europe.

The Litigious Abogados family have taken their little scam to a new level, Inside Timeshare was horrified to receive yet another sorry story from a reader who found the articles too late.

In this story he has paid the initial procurator fees, then the “tax” to have the money released from the court. He then received an envelope with the cheque for his compensation, unfortunately it had yet again been opened and the cheque was missing. As usual he then received another letter from another company stating they had been assigned by the courts to investigate this and get his money back from the bank. This cheque had yet again been cashed by a gang of Romanians.

He then paid the 10% of the amount on the cheque to this company, then he receives notification that he has outstanding property tax for a property he owns in Spain, this needs to be paid before the money is released as it is embargoed. He is then informed that his NIE number is out of date and needs to be renewed, they will do it for him for a fee.

The next letter he receives is that he has outstanding fines for a traffic offence!

Very strange indeed, the full story will be published next week, but this does reinforce the fact that before you pay any money, check who they are.

So now on with this week’s article.

A Timeshare Advocacy Group™ Advocate

Offers a Timeshare Industry Analysis

cartoon a

By an Advocate

July 28, 2017

What I have started to think when it comes to timeshare ownership and the future of the industry…

Everyone knows this industry is not well regulated (but obviously needs to be). Some of the actions and activities of individuals and companies that get reported in the timeshare world would result in major fines and possibly prison sentences in other better regulated industries.

It appears the industry has long depended on “self-regulation”. It has not done a great job of that but there have always been just enough companies that seem to try and deliver a quality product and quality customer experience at the same time they balance trying to make a healthy profit.

I think of a brand like Disney first and foremost. Also while I know a company like Marriott has their critics, in all my years traveling and staying at their hotel and timeshare properties I always got the impression they were serious about fulfilling their fiduciary responsibilities and providing top shelf customer service and a quality customer experience. I am sure there are other good examples.

In the past, the actions of the bad eggs of the industry (the industry’s worst examples), the negative impact was always minimal and able to be managed before it metastasized. But the potential problem as I see it is that in the last decade it appears what may be described as large predatory financial engineering companies almost “posing” as timeshare companies have risen and aggressively worked every loophole and non-regulation to their own advantage and now are probably guilty of gross violations of their fiduciary responsibility to their customers / owners. These companies have created vast fortunes for a very small network of individuals at the top of the pyramid.

Ironically though, and looking at historical examples from other industries, it is these very companies likely to bring the whole industry into the national spotlight and to its knees eventually. Some of these appear to have walked to the edge of doing that already.

As these quasi financial engineering / timesharing companies become increasingly more brazen in chasing profits by any means possible, raising fees rapidly at the same time they are reducing owner benefits, due to their increased sheer size the public outcry will likely increase and just the odds of random probability suggests there will be a “Gotcha” moment or event that will bring increased scrutiny and increased legislation.

If the good timeshare companies try to ignore what the bad ones are doing, they may find someday that their systems and profits and share prices are negatively impacted by the future regulations forced on the industry from the egregious actions of the bad actors in their industry.

Pharma for example is still dealing with the Turing Pharmaceuticals fallout even now 2 years later, and that fallout will likely not dissipate anytime soon.

This is just my still forming hypothesis. We’ll see.

greed

Thank you to the author of this article and to Irene who did the editing, we also thank all those who read and made comments before it was published.

It just remains for Inside Timeshare to wish you all a very good weekend.

friday-again

 

disneyVC

A Lesson for Other Timeshare Companies

Over the past few weeks many of the articles have shown some of the worst of timeshare, today however we show what can be good about timeshare.

In the UK there is a certain saying which is normally associated with substandard, shoddy or a bit of a joke, that saying is “Mickey Mouse!”

But in the context of this article it means brilliant!

Irene Parker explores one timeshare product that excels, in the world of timeshare this is rare indeed, Inside Timeshare has also done a lot of investigating and concurs with Irene, we can find no complaints against this “Mickey Mouse” outfit.

Before we published this article we reached out to Bluegreen, they told us they would have a response within 24 hours, that was on Monday, we still have not heard from them. The point is, by reaching out to other companies, we are giving them the opportunity to change, by working with us and our readers they have the chance to put right what is wrong with timeshare.

In Europe and Spain in particular, it is legislation that is forcing timeshare developers to change what and how they sell. The proliferation of court actions has changed timeshare for the better, we are seeing products and sales techniques change. Disney have shown that by having respect for their clients and putting their needs first, they have a product that is worthy of the name “timeshare”.

So on with Irene’s article.

Disney Vacation Club vs The Timeshare Industry

https://disneyvacationclub.disney.go.com/membership/

Why can’t I find any Disney complaints?

disney

By Irene Parker

July 26, 2017

Try as I might, I cannot find complaints about Disney’s timeshare arm, Disney Vacation Club. Searching in vain, it brought up memories of the old Maytag repairman ads describing the Maytag repairman as “The Loneliest Guy in Town”. The point of this long running series of commercials was that the product was so trustworthy and dependable that Maytag repairmen spent their days waiting for the phone to ring.

https://www.youtube.com/watch?v=rXJ0rAyE_mQ

Why does the Disney Vacation Club have so few complaints? Any company has its grumblers, but the best I could find were a few owners complaining about availability. I asked Fernando at the Disney sales call center. Fernando was not allowed to provide his last name but was happy to talk about what makes Disney different and why Disney customers are so loyal.

Fernando attributed such a low volume of complaints to customer expectations met. As far as the complaints about availability, “Some timeshare members plan better than others”, said Fernando. “But it’s all about meeting customer expectations.” Just like hotel bookings, timeshare bookings are subject to supply and demand that fluctuates with peak and off seasons.

I also asked Fernando if he felt a viable secondary market was a benefit for the company as the timeshare owner obviously benefits from access to a secondary market. “Disney does not attempt to control the market. We believe timeshare should be a free market,” he explained.

Members of the Licensed Timeshare Broker Association say Disney has one of the best secondary market prices. Tom Tubbs of Island Consulting Realty told me Disney almost always exercises their Right of First Refusal. A company that exercises its ROFR actually supports the resale price. Island Consulting Realty is BBB accredited with an A+ rating and a member of LTRBA and ARDA.

http://www.licensedtimeshareresalebrokers.org/

The Timeshare Store markets basically only Disney timeshares.

“We don’t charge any upfront fees. A seller pays a commission at the time of closing and $170 in fees to Disney Vacation Club,” explained Jason Erpelding, Licensed Real Estate Broker Associate. Above all, consumers buying or selling a timeshare on the secondary market should work through a licensed broker as timeshare resale and listing scams are common. The Timeshare Store has a Better Business Bureau rating of A.

http://www.dvc-resales.com/

Contrast Disney timeshare resale prices with timeshare resale prices in general. Many timeshare are offered for $1 to $99, originally purchased for thousands of dollars. As demonstrated by The Timeshare Store listings, Disney resales are offered for $10,000 to $30,000 or more. Contact The Timeshare Store or a LTRBA member to find out the benefits or lack of benefits buying resale vs buying directly from the timeshare developer.

https://www.bbb.org/west-florida/business-reviews/timeshare-companies/island-consulting-realty-in-sarasota-fl-18003121/bbb-accreditation

Disney’s website states: You purchase a real estate interest in a Disney Vacation Club Resort. The keywords are real estate. You own something and thus have a beneficial interest. Some timeshare company non-deeded points have been compared to buying air. Lack of availability is a frequent complaint.

Fernando and I talked about Disney’s corporate culture. Ray Kroc of McDonald’s restaurant fame and Walt Disney both drove an ambulance for the Red Cross in World War I. “While we were out chasing girls, Walt was drawing cartoons. All those girls are dead but Walt’s cartoons thrive to this day”, said Kroc.

mickey

Walt Disney and the Walt Disney Corporation were originally motivated by art. Money was the by-product of a pure motivation. Think of a real estate agent who is motivated by finding you the best house as opposed to the real estate agent that has nothing but the vision of a commission check dancing in front of his or her eyes. The purity of Walt Disney’s original motive has had an effect that has carried through the decades. “People buy a Disney timeshare because they know Disney and believe in Disney”, said Fernando. In other words, the strength of the Disney brand, supported by met expectations, has led Disney to become the model for timeshare developers industry wide. “I love what I do here,” Fernando added.

Lisa Ann Schreier, former timeshare sales agent and author of Timeshare Vacations for Dummies, echoed Fernando’s enthusiasm. Lisa worked at Celebration World Resort, right in Disney’s Orlando neighborhood. “Most if not all Disney Vacation Club purchasers/owners are given sufficient information on the product before and after purchase. There’s no feeling of being rushed into a purchase and Disney’s famous Guest Service is no less evident with DVC than at The Magic Kingdom”.  

There doesn’t appear to be any angry owner Facebooks or websites either. Let’s contrast Disney with Bluegreen timeshare. The following are member supported Bluegreen Facebook pages. In parenthesis I have changed the words to be generic as the advice provided is appropriate for any would-be timeshare buyer.

This Bluegreen Facebook page of 1,670 members, Sales Team Reviews & Update/Sales Presentation Experience, is for the benefit of the members, corporate Bluegreen personnel and sales agents working towards a more honest and transparent sales process.

https://www.facebook.com/groups/1718664518412381/

(Any timeshare company) IS NOT RESPONSIBLE FOR DOING ANYTHING OTHER THAN WHAT IS STATED IN THE CONTRACT. IF YOUR SALES REP CANNOT SHOW IT TO YOU IN WRITING IN THE CONTRACT DO NOT EXPECT TO SEE IT HAPPEN.

YOU HAVE A CANCELLATION PERIOD WHICH VARIES BY STATE AND THAT INFORMATION IS ALSO IN THE CONTRACT.

(Many)  BENEFITS ARE NOT GUARANTEED. THEY CAN BE CHANGED OR CANCELLED AT ANYTIME.

This is a public group accessible to everyone, including Sales and Corporate. You are responsible for your own comments, opinions, etc. I am merely providing this page as a single location for both positive and negative experiences in regards to the sales team. Allowing both them and corporate to better improve how owners and possible new owners are treated, likely increasing sales.”

A Member Sponsored Bluegreen Facebook page:  770 members

This Facebook page seems to be a sort of self-help Facebook for members trying to be released from their contract. A book on how to write a letter to an Attorney General is available.

 https://www.facebook.com/groups/180578055325962/

The following internet consumer complaint sites list Bluegreen reviews:

Consumer Affairs rates Bluegreen 1 ½ stars out of 5 stars based on 100 ratings. There were a total of 411 reviews. In all fairness, Disney ranked only 2 stars out of 5. Typically happy customers don’t bother searching for complaint sites to post positive reviews. Consumer Affairs posts a balanced collection of consumer reviews helpful for consumers researching online.

Pissed Consumer rates Bluegreen 1.9 out of 5 stars based on 155 reviews. There were a total of 761 reviews. There were no Disney reviews on this site.

Complaints List – There was only one Bluegreen complaint but the comment was intriguing.

“One federal authority told me they are in violation of the constitution by enslaving people with unending contracts because this is a form of indentured slavery and slavery is unconstitutional…”

Better Business Bureau

TUG Timeshare Users Group noted that Bluegreen lost their rating in 2010 with an F rating.

http://tugbbs.com/forums/index.php?threads/bluegreen-corp-loses-its-bbb-accreditation-with-an-f-rating.132284/

Bluegreen is not BBB accredited but now has a B+ rating.  Keep in mind BBB does not resolve complaints. They rate how effectively a company responds to complaints.

7 positive

4 neutral

67 negative (out of 78 reviews)

Bluegreen had 761 complaints in the last three years.

https://www.bbb.org/south-east-florida/business-reviews/vacation-clubs/bluegreen-corporation-in-boca-raton-fl-8195

Contrast the Bluegreen BBB rating with Disney’s rating:

Disney has been accredited since 1991 with an A+ rating. There was one review:

1 positive

0 neutral

0 negative

Disney had nine complaints in three years.

In my research I found useful timeshare tips provided by the Wisconsin Consumer Protection Division, the most important being:

Oral promises: Make certain all promises made by the salesperson are written into the contract.

https://datcp.wi.gov/Pages/Publications/TimesharesResellers182.aspx

Here is the company response one of our Diamond Resort readers just emailed me in response to their allegations that they were sold by deceit and bait and switch. I have highlighted the oral representation section in red.

“We must advise that legally the contract is binding and as we have previously advised the relevant information could be found in the body of the agreement and was in fact acknowledged by yourself. We must advise that it is specified clearly in the contract documentation that if you relied upon any verbal information given during the presentation you must ask for this to be put in writing. Likewise, if anything was said that was of particular importance to you, but which is not contained in the terms and conditions of the membership, this should have been requested to be implemented in the body of contract before documentation was signed.”

It would certainly save the timeshare company and the timeshare buyer a lot of times and trouble if the paragraph above would be provided to the person about to enter a timeshare presentation. Most, if not all of the complaints Inside Timeshare receives begin with, “The sales agent said…..”

The Finn Law Group maintains approximately 500 timeshare cases. Timeshare attorney Mike Finn told me he has never had a Disney client which led me on this quest to find Disney complaints. Mike Finn has often said the timeshare contract’s oral representation clause is “a license to lie”, used and abused by some timeshare sales agents. Just think. If Disney were the only timeshare company out there, Mike Finn would be Disney’s version of the Maytag repairman.

maytag

So there we have it, not exactly rocket science is it?

Put the customer first, give a good service and bingo, happy all round. A business model that keeps going, a business that people are proud to work for, a business that customers are happy to be members of.

On another note, Canarian Legal Alliance, announced that it had just received another Supreme Court ruling, that now brings the total to a massive 57. You could say that they have just had their “Heinz” moment.

In Spanish legal history this is unprecedented, no other law firm has achieved anything like this, from what our sources tell us this figure is set to rise, as they have many more cases waiting to be heard in Spain’s highest court!

As the news comes in we will keep you informed.

In this week’s Friday’s Letter from America we will be publishing another article on Advocacy, written by one of The Timeshare Advocacy Group. In this analysis of the industry the writer puts forward some very interesting points, so stay with us for the next article, see you then.

help1

The Wednesday Post

This week has been a rather quiet week on the legal front, yesterday it was announced that the High Court in Santa Cruz de Tenerife ruled against Resort Properties / Silverpoint yet again. In this case the judge ruled against the points system which the contract contained. The contract was declared null & void with the award of over 44,700€ plus legal interest being made.

As this article was being prepared this latest news came in from the Supreme Court in Madrid, once again it was against the above company Silverpoint. This brings the total against them from this court to 11 rulings. Details at present are not available but the contract was once again declared to be null & void, with the return of over 20,000€ plus legal fees and legal interest.

These cases as usual were brought on behalf of clients by Canarian Legal Alliance, who have now got around 50 rulings from Spain’s highest court. Quite an achievement.

We have also this week received more enquiries about Abogados Amable & Garcia, one of the family of fake law firms which are part of the Litigious Abogados family. Luckily these readers found the article in time and have not parted with any money. It is only a matter of time before a new name appears, so if you have received any correspondence from a law firm in Tenerife which state you can be included in an upcoming trial against your timeshare resort, let us know.

Now on to Wednesday’s article from Irene.

Can the CASA Family Court System Work for Timeshare?

How members helping members can change the timeshare world

hands circle

By Irene Parker

July 12, 2017

Inside Timeshare is honored and proud to be part of a movement. Our Timeshare Advocates deserve a pat on the back as we hear from more and more members either resolving issues concerning their timeshare, so they can continue to use and enjoy their vacation plan, or at least be able to get out from underneath a dream vacation that turned into a financial disaster.

Aristotle Onassis, husband of Jacki O, once said he made the most money on ideas that were very simple – only no one had thought of them before.

Such a plan is logical, effective and offers a cost benefit in that it takes some burden off the courts, the families affected, and most importantly, the trauma and stress resulting when, as NBC Lester Holt described in his Dateline title, “The state steps in”, removing a child or children from their home for often over a year.

Timeshare is not as gut-wrenching as foster care. There is nothing as profound as telling a mom or her children parental rights have been terminated. Money can be replaced, but a child cannot. However, more than once I’ve been told of elderly widows considering suicide because of a vacation plan she could not get rid of and was not able to maintain due to the loss of a spouse. Frantic, desperate, angry, confused and overwhelmed are but a few adjectives that could describe many of the calls coming into Inside Timeshare.

CASA works even better for Timeshare members

Anyone who works for a nonprofit can attest to the challenges of keeping volunteers motivated for an extended period of time. Our Timeshare Advocacy Group™ volunteers are often victims themselves, so we have a built in motivation factor. There is also the empathy and understanding that exists when someone knows exactly what it feels like to be victimized.

casa

What is CASA or Court Appointed Special Advocates?

(CASA in some states is called Guardian ad litem)

CASA is a nationwide movement that started in 1977 when a Seattle juvenile court judge launched a program by recruiting court appointed volunteers to advocate on behalf of a child or children in state care. Examining an often convoluted family tree to decipher what went wrong and how to prove a child has been abused or neglected is a daunting task. A CASA volunteer is trained to be a detective of sorts, gathering information from all facets of the child’s life.

After gathering information, the volunteer prepares a court report letting the judge and interested parties know what outcome the child wants to see happen and what the CASA feels should happen. One judge told me she almost always takes the opinion of the CASA over the opposing counsels.

The CASA sticks with the child, interacting with the biological parents, foster parents, social services, schools, therapists and even medical doctors until permanency is  achieved by returning the child to his or her biological parents, or termination of parental rights and hopefully adoption.

It’s not hard to imagine how this process could be applied towards the timeshare member victimized by deceit, concealment, violation of trust and bait and switch. Some timeshare members have multiple contracts that have been purchased over a period of years. It has been helpful to have a volunteer walk that timeshare member back to the beginning to determine, when and where, in the life of the member, did their vacation plan go so wrong.

The most successful outcome is returning a previously happy customer back to the state of mind they were in before they were deceived so that the timeshare company keeps the customer and the customer can again use and enjoy their timeshare as they did before.

Bluegreen members support other members on this Facebook

https://www.facebook.com/groups/180578055325962/

Diamond members support other members on this Facebook

https://www.facebook.com/groups/DiamondResortsOwnersAdvocacy/

We seek to provide Diamond Resort members a way to proactively address membership concerns; to advocate for timeshare reform; to obtain greater disclosure from the company; to advocate for a viable secondary market; and to educate prospective buyers.

A sharing of information from all Facebooks and from non-timeshare owning Advocates, like attorneys who tend to not buy timeshare, is posted on the Timeshare Advocacy Group™ Facebook, administered by Irene Allen.

https://www.facebook.com/timeshareadvocategroup/

It is hoped there will come a day when timeshare developers recognize that a product only sold through deception and a same day sale might be a product nearing the end of a maturing life cycle. Companies like Disney work hard to protect their brand and Hilton is known for a somewhat consumer friendly secondary market, although several Advocates will take exception to this statement arguing that no timeshare has an adequate secondary market.

Probably the most common comment we at Inside Timeshare hear is, “At least I know I am not alone.” Proactive action, working with a volunteer towards timeshare resolution, relinquishment, refund or even foreclosure, takes the problem from the unknown to the known. Consultants and behind-the-scenes Advocates add an additional layer of advice and protection. One very important consideration is that many of those we have helped were on their way to the upfront “guaranteed” deed-back firms that often prey on those already victimized. From this standpoint, the developer, the timeshare lobby, and the members are on the same side.      

Once again thank you to all our Contributors. Contact Inside Timeshare if you, or someone you know, needs assistance or would like to share their timeshare story for the benefit of others.

not alone

Inside Timeshare cannot stress enough that doing your homework and due diligence before engaging with any company is paramount. If you need help or advice on how to do this just contact us and we will either find out for you (if we don’t have them on file already), or point you in the right direction.

homework

Since posting it has just been brought to our attention that the Litigious Abogados Family do in fact have a new member, Amador Gameca Abogados, which is a very similar name to a previous article published on 1st June, Armando Gareca Abogados. The website is the same layout as all the others, it even show the same logo a Armando Gareca Abogados. The photos of the lawyers are the same one we have seen on previous incarnations, these you will probably find can be downloaded from the web.

This is their website.

http://amadorganeca.com

So it just goes to show that the above picture is spot on. More on this is it comes in.

friday dog

Friday’s Letter From America

Here we go it’s Friday again, the end of another busy week in the world of timeshare, it does seem to be a world that never sleeps. There is always something new to be reported, be it another “bogus” company or an old company coming up with a new “scam”, the ingenuity of some is beyond belief.

So far this week the news from the Spanish courts has been flooding in, with more owners having their contracts declared null & void and the return of all their money. The intrepid lawyers that form Canarian Legal Alliance have been very busy. Most of these judgements have been from the lower courts, who are applying the Supreme Court rulings with a vengeance, leaving no doubt what the interpretation of the timeshare law is.

Inside Timeshare has also been receiving a great deal of information about one company and their new product, yesterday’s article “New Name Same Company” shows the lengths some will go to appear to be different. Unfortunately for them, some of us can see through their smoke and mirrors, so we shall be keeping a very watchful eye on their activities.

On the “Bogus” law firm front Litigious Abogados and their other associated “lawyers” are still at it, the UK Action Fraud website has been receiving many reports of their activities. Inside Timeshare can also report that the Guardia Civil have an extensive file handed to them for investigation. So we wait with anticipation as to what the outcome will be.

So, now on to this Friday’s article from Irene and Irina, Resale and Rentals.

Consumer Advocate Las Vegas Attorney Bob Massi Launches Season 3 of Property Man in Arizona on Business FOX  

https://www.facebook.com/RealBobMassi/

Two more Timeshare Rs – Resale and Rentals

By Irene Parker – Resales

Irina Allen – Rentals  

April 20, 2017

Sign post 

If you own or are thinking of buying a timeshare – the Bob Massi Property Man show has provided important tips for timeshare buyers and sellers. In Season 2 Florida, Mr. Massi interviewed members of the Licensed Timeshare Resale Broker Association. The LTRBA members offered important tips for consumers interested in buying a timeshare as well as tips on how to avoid a scam when a timeshare member or owner needs to sell.

https://www.youtube.com/watch?v=VHCdcS2Ds-U

As a follow up to Mr. Massi’s prior timeshare segments, my husband and I were interviewed to express concerns and problems faced by Diamond Resorts International timeshare members. There are many who use and enjoy their Diamond timeshare, but as has been widely reported, rising maintenance fees and the lack of a secondary market can spell disaster for families who need to get out from underneath their Diamond timeshare. Timeshares can cost $100,000 or more so walking away with nothing can financially devastate families.

Our interview airs this Friday, April 21 at 8:30 PM EST on FOX Business. Las Vegas attorney Bob Massi has been a champion consumer advocate for the underdog. While showcasing spectacular homes of the wealthy, he also contrasts the flip side of wealth by interviewing consumers struggling with faulty or predatory lending practices.

Mr. Massi interviewed my husband and me after receiving a multitude of complaints after his segment featuring the home of Jackie and David Siegel. The Siegels own Westgate Resorts, a timeshare company based in Florida. The segment, “The Queen of Versailles” resulted in a multitude of complaints about timeshare. The Queen of Versailles is the name of the documentary featuring the Seigel’s massive 90,000 square foot home with 30 bathrooms, a 20 car garage and a 4,000 square foot clothes closet. The original documentary took Best Director at Sundance. Many wealthy Americans have built large homes, but with enough complaints to prompt a two year Consumer Financial Protection Bureau investigation of Westgate’s business practices, I wondered about such wealth at the expense of timeshare owners unable to sell and sometimes not even able to give back their timeshare.

Mr. Massi’s Licensed Timeshare Resale Broker Association segment warned timeshare owners to work through a licensed timeshare broker. Ironically, FOX Celebrities Dave Ramsey and Laura Ingraham are paid to endorse firms like Resort Release, transfer agent firms licensed timeshare brokers warn consumers to avoid.

http://thetimesharecrusader.blogspot.com/2016/11/an-open-letter-to-dave-ramsey-and-laura.html

A sequence of events led up to our interview with Mr. Massi. My husband and I attended a grueling and demeaning timeshare presentation at Diamond Resorts Grand Beach Resort July of 2015. We had purchased two Diamond contracts with few problems, but when I witnessed the tactics being used during this predatory sales presentation, I became alarmed. I returned to our unit at Mystic Dunes, turned on the television, watched “The Queen of Versailles”, and wondered how the wealth was won.

I wrote to Mr. Massi about my concerns. Never dreaming a response, I was surprised to receive a call from a FOX producer asking if my husband and I would be willing to be interviewed by Mr. Massi. Having just accepted a position as an interim music director, I declined, but was contacted again six months later and agreed to the interview. The producer said they had a multitude of responses to their first timeshare segment, but I was the only one invited to be interviewed, as I was the only respondent who wanted to talk about the positives, in addition to the negatives of timeshare.

To prepare for the interview I contacted LTRBA member David Cortese of Magical Realty in Orlando and asked if he would list our Diamond points. David was one of the LTRBA members interviewed by Mr. Massi. David sadly informed me he doubted that any of the LTRBA members would our list Diamond points as they felt the restrictions the company places on the use of secondary points are more onerous than that of any other major timeshare company.

To me this sounded like unfair business practices and a violation of fair trade. I filed a complaint with the FTC, but they just sent an autoreply pointing me in the right direction. If thousands of people complain, they go to Congress to enact better laws. That hasn’t happened.

Timeshare attorney Mike Finn of the Finn Law Group maintains a steady 500 timeshares cases. Mr. Finn said about 20% to 25% of his timeshare cases are against Diamond Resorts. He said he has never had a Disney client. I asked Mr. Finn why legislators have not addressed the harm done to consumers when a perpetual contract does not have a secondary market. A secondary market is not to be confused with a voluntary surrender or exit plan as those leave the consumer who has spent $25,000 to over $100,000, often financed at 12% to 18% interest, with nothing. The timeshare developer takes back the points and resells for full value.

“Instead of shunning the secondary market, embrace it; the developers should invest some of their profits into stabilizing the resale market. Take the lesson the auto, boat and camper industries have long ago learned, that a healthy resale market is essential to the entire industry, from beginning to end there must be a continuous flow, a circle of economic life, if you will. If you can’t set up a used timeshare lot across the street from your project, at least sponsor knowledgeable licensed real estate brokers well offsite so as not to compete directly with your retail operations. Sure you’ll lose some initial business to these brokers, but by indirectly supporting these brokers, you’ll make timeshare interests affordable to the folks who really can’t afford to buy retail, but can perhaps afford to repurchase the interest of your newly divorced initial purchaser (something that you arguably owed the poor gal or guy anyway) and, more importantly perhaps, support the continuing financial health of the resort via the annual maintenance payments now to be made by the new owner, and ever crucial to the future of the resort you built and developed. Timeshare developers could take pride, not just profit, from making family vacations an affordable part of the American lifestyle by opening up that opportunity to even more folks!”

http://www.finnlawgroup.com/learning-center/the-unconscionable-suppression-of-the-timeshare-resale-market

“Timeshare doesn’t need new litigation to assist the establishment of a re-sale market. All they need to do is support it from a market standpoint! They clearly have zero interest in doing that,” Mr. Finn added.

The Second R: Rentals (to be continued)

Part I – The 3Rs or F of Timeshare

http://insidetimeshare.com/3-rs-timeshare-part-1/

Part II – The 3Rs Resolution, Relinquishment, Refund

http://insidetimeshare.com/part-ii-three-rs-timeshare/

If you or someone you know has a timeshare problem, contact Inside Timeshare or one of our Advocacy groups. Our advocates are members helping other members, bringing our experience and knowledge to other members or owners while providing a clearinghouse of information about legal and legislative issues facing timeshare today.

Diamond Resorts has implemented a new Clarity Program after the Arizona Attorney General issued an “Assurance of Discontinuance” and an $800,000 settlement. Diamond also has a Consumer Advocacy Department that claims to help members from Day 1 if they have concerns about their membership or purchase.

Timeshare owners worldwide would like to thank Mr. Massi and Business Fox for bringing this important topic to the attention of the public in America, Europe, Australia, New Zealand and the Philippines. Inside Timeshare works with contributors and timeshare members in an ever expanding horizon.

We seek to provide Diamond Resort members a way to proactively address membership concerns; to advocate for timeshare reform; to obtain greater disclosure from the company; to advocate for a viable secondary market; and to educate prospective buyers.

https://www.facebook.com/groups/DiamondResortsOwnersAdvocacy/

https://www.facebook.com/timeshareadvocategroup/

Jigsaw men

So there we have it, the end of another week, Inside Timeshare again thanks Irene and Irina for their contribution, we also thank all who have contributed information to help others. Next week we will be highlighting another military family who have fallen foul of the sharp practices of some timeshare sales agents. These stories are all too familiar, the consistency of the testimonies of different families bares witness to some very nasty sales techniques.

If you have a story to tell or have any information about a company that you would like to share with others, Inside Timeshare would love to hear from you.

Have a great weekend.

friday cat

fridaycat

Friday Letter from The US: Part II: What is our Timeshare Advocacy Group Doing Today?

Here we are again, another Friday and another letter from America, courtesy of Irene, following on from last week’s article.

Firstly the similarities between ARDA ROC and the RDO TATOC, both are industry trade bodies and owners organisations funded by the industry. Both require their members to abide by a code of ethics, but neither will arbitrate or investigate their own members. One difference is that ARDA ROC will not recommend any resale company, but RDO and TATOC will recommend any company that is one of its members.

Both bodies also actively focus on chasing scam and bogus companies, the RDO has employed kwikchex to head their Timeshare Taskforce. This company runs Timeshare Business Check, who contact businesses and question them for transparency, they list those who are not RDO or TATOC members, basically saying if they are not members or submit to their questions don’t touch them. They have no legal mandate and the owner has what can only be described as a very poor track record as a director. (see following link).

http://insidetimeshare.com/kwikchex-chris-emmins/

Only last week we announced and published the news that ARDA have donated $30,000 to TATOC and their Consumer Helpline, which received charitable status after initially being rejected. This donation was given because it is said they help and advise European Owners of US timeshares.

This is obviously a saving grace for TATOC as many of their members are withdrawing their membership or reducing their membership status, as was seen by Silverpoint dropping from Platinum to Silver.

Harry Taylor himself has been somewhat discredited over the Lakeview debacle, which has been going on for sometime. He has also been a very vociferous supporter of MacDonald Resorts and their forcing owners from fixed weeks into points. There is a class action ongoing by members who do not want the change as it then gives MacDonald’s “ownership” of the resorts and reduces members to “right of use only”.

This is happening in Spanish resorts, where we know that the points system is illegal, yet is still going ahead. MacDonald Resorts have a very bad reputation for the way they deal with members including the elderly. Yet they are main contributors to Harry Taylor and TATOC. Even the RDO have had nothing to do with them since 2005.

So we now move on to Irene’s article.

Part II: What is our Timeshare Advocacy Group Doing Today?

Part I: What is ARDA ROC Doing Today?  

By Irene Parker

March 31, 2017

Boss

“What is ARDA ROC Doing Today?”

http://insidetimeshare.com/friday-letter-america/

ARDA, the American Resort Development Association, is the national organization representing the timeshare industry. The ROC in ARDA ROC is the Resort Owners’ Coalition looking out for timeshare owners’ or members’ interest. Critics argue ARDA ROC works against timeshare owners when the interest of the owner and the developer diverge. It should be noted that non-deeded point members don’t “own” anything as they are right-to-use programs.

 FAQ Timeshare Resale Questions found on ARDA ROC website

Can ARDA-ROC or ARDA help me?

ARDA provides professional and educational development for its members provides industry research and data and advocates for policies that promote the vitality and continued growth of the industry. Based in Washington, DC, ARDA is comprised of nearly 1,000 corporate members and one million timeshare owner members.

Question: How many readers knew they were a member? Donations range from $3 to $10 as an opt-in or opt-out donation. That adds up to approximately $5 million a year in voluntary donations.  How many timeshare members even know what the letters stand for?  I didn’t. I was told it was an organization that helps timeshare owners. Foreign buyers who buy a US timeshare are also charged. How much do you think they know about ARDA ROC?

More from ARDA ROC FAQ

Neither ARDA-ROC nor ARDA provide information about complaints they receive.  ARDA-ROC and ARDA do not mediate, arbitrate or otherwise resolve individual disputes between a consumer and an ARDA member or non-member business. They don’t buy or sell timeshares OR recommend companies with whom you should do business. Neither can tell you if a company is “legitimate.”

ARDA does not have any regulatory authority, although they do require member companies to agree to abide by their Code of Ethics. Failure to do so may result in expulsion of the company from membership.

http://www.ardaroc.org/roc/resource-library/default.aspx?id=2771

Timeshare owners, often unaware they have signed a perpetual contract without a secondary market, consider the lack of a secondary their primary concern. ARDA has focused their efforts on chasing timeshare transfer agent scams, but little is mentioned about the cause of the scams, which is the lack of or limited secondary market.

 Thank you to Disney because Disney does allow a secondary market. “Disney is known for exercising their first right of refusal. When a timeshare company exercises their first right of refusal, the effect supports the resale price,” explained Tom Tubbs of Island Consulting Realty. Check out those Disney resale prices. Is your timeshare on the resale list below?

http://www.timesharestogo.com/listings/index.phtml

Deeded weeks can almost always be listed. If a resort has converted from weeks to points, non-deeded points with no secondary market will not be listed as the members of the Licensed Timeshare Resale Broker Association feel such points are worthless on the secondary market. If denied a voluntary surrender, a seller in this situation has nowhere to turn but foreclosure or the well reported transfer agencies that may or may not get you out of your timeshare.

Tom is a LTRBA member. I’ve gotten to know quite a few of the members and respect what they do to work with what little secondary market they’ve got.

http://www.licensedtimeshareresalebrokers.org/

Tom cautioned against making a blanket statement accusing ARDA ROC of not doing anything for members. A good example is the Virgin Islands. They are trying to slap an extra $300 onto an exchange. “If that happens, Aruba and other locations may try to follow suit,” warned Tom. In Hawaii, our two bedroom timeshare at Maui Hill slipped in a $6.90 a night Hawaii some kind of tax.

However, when the interests of the timeshare developer are at odds with the timeshare owner, the result is controversy. Issues like:

Owner access to membership lists. Timeshare owners receive endless calls offering vacation giveaways due to a mysterious $1800 credit on our maintenance fees, yet the developers work to pass laws or put up obstacles preventing owners from contacting other owners. No one on our Advocacy Facebook group will question why developers don’t want that!

https://www.redweek.com/resources/ask-redweek/timeshares-refuse-to-share-owner-lists

The lack of a secondary market.

Back to my $7 ARDA ROC “Voluntary” Donation

accountability

This “voluntary donation” can be difficult to remove from your account.  

What is this voluntary ARDA-ROC fee doing in my maintenance fee bill? – RedWeek.com

I asked timeshare Mike Finn of the Finn Law Group why it has been impossible to have my voluntary $7 removed from my timeshare maintenance fee invoice?

“Indeed you are quite correct that several other resorts include a line item in their maintenance fee statement for an ARDA-ROC contribution. I guess they get away with it because it’s allegedly voluntary. However subsequent maintenance billing beyond the first one incorporates that so called voluntary contribution and lumps it in with the subsequent maintenance fee total billing. If you don’t pay your bill after you receive the initial bill and you pay it after you receive a subsequent bill, you’ll probably be inadvertently including that voluntary contribution into your maintenance fee,” Mike explained.

Our Advocacy Group will begin having monthly conference calls to:

  • Target legislators that might be willing to consider owner concerns;
  • Educate the general public about what questions to ask before buying a timeshare. We wish someone gave us that advice!
  • Get updates on current legislation;
  • Get updates on legal and regulatory matters;
  • An update on the measurable success of our Advocacy Group.

https://www.facebook.com/groups/DiamondResortsOwnersAdvocacy/

https://www.facebook.com/timeshareadvocategroup/

Happy group

So there we have it the end of another week in the murky world of timeshare, Irene and myself thank those who have contributed to all the articles we publish, hoping it gives you the owners and readers an insight into what is going on. We have had many people contact us for advice and help, and through the contributions from readers, we have highlighted many dubious companies.

It remains for Irene and myself to wish you a very happy weekend, have fun.

weekend

 

not alone

Latest News from Europe and the US.

Before we go on with today’s article from Irene, there has been some breaking news over the past week. The Supreme Court in Madrid has issued three rulings against Silverpoint, on behalf of three clients of Canarian Legal Alliance, all three came within days of each other.

In the first was the British Client who purchase at Club Paradiso, the court ruled that this was indeed timeshare and not a club affiliation as Silverpoint claimed. This case has taken around five years to get to this stage, with appeal following appeal.

The second case was that of a CLA client from Belgium, the court declared once again the illegality of contracts over 50 years.

Another British client of CLA who purchased the Hollywood Mirage and Beverly Hills Club Vacation Package. Again this ruling was around the “club affiliation” scheme, the court once again ruled that this did indeed fall under the scope of Spanish timeshare law, (Ley 42/98) as in the first ruling.

So far since March 2015 CLA have achieved remarkable results, with around 42 rulings from the Supreme Court, involving numerous timeshare companies, with Anfi being the most prominent. (Follow the link to The Northern Echo article on the first case).

http://www.thenorthernecho.co.uk/news/15045851.Woman_wins_a_landmark_legal_ruling_on_timeshares/?ref=rl&lp=2

In the article by Irene today, she looks at the Diamond Resorts Clarity (™) programme, it would seem that Diamond are trying to change the way they operate amid growing protests from owners, especially the elderly.

This programme at present will not be rolled out in Europe, Although Diamond Resorts in Europe have already begun to make considerable changes in their approach to owners / members. They have set in place a programme where members can surrender their timeshare under what Diamond call “exceptional circumstances”, with this there is no charge.

One reader has Steve has taken advantage of this, with Diamond accepting his surrender, but there is a twist in this story. Diamond are investigating how he was sold and how he also ended up with a finance package, they obviously believe that there is something wrong. Once this is completed, Inside Timeshare will bring you the results.

Contained within the article is an interview Irene had with Maya Pogoda the Diamond Public Relations Officer. She has welcomed the chance to speak with Inside Timeshare and has supplied numerous comments and answers to our questions. So on with Irene´s article.

Diamond Resorts Clarity (™) – The Good, the Bad and the Critical

Diamond Owners are Hopeful but Skeptical

By Irene Parker January 29, 2017

Skeptical Method

DIAMOND CLARITY(™) is the offspring of Arizona Attorney General Mark Brnovich’s issuance of an “Assurance of Discontinuance” resulting from allegations that Diamond Resorts International violated the Arizona Consumer Fraud Act.

http://insidetimeshare.com/opcs-europe-usa/#more-1518

Maya Pogoda, Diamond Public Relations spokesperson, talked to me about the new national program consisting of a series of operational procedures and enhancements, new training and compliance procedures and protocols, and other customer-friendly changes to the sales process.

Press Release excerpts:

Missing from press release: “We recognize the need for Diamond Resorts and all timeshare companies to change or improve timeshare business practices that have led to predatory lending and deceptive sales techniques, resulting in harm to timeshare owners,” suggests Irene.

I took issue with several statements made in the press release:

“At Diamond Resorts, we already excel in customer satisfaction, but we are constantly looking for ways to do even better,” said Executive Vice President, Chief Sales and Marketing Officer Michael Flaskey.

I spoke with a few timeshare attorneys. One paralegal who works for a timeshare attorney asked not to be identified. Their firm has released 10,000 owners from timeshare contracts and said Diamond is their biggest “customer”.  Timeshare attorney Mike Finn of the Finn Law Group carries approximately 500 timeshare cases with 20% to 25% against Diamond Resorts. Mr. Finn said he’s never had a Disney timeshare client.

There are also several angry Diamond owner groups:

DRIP Diamond Resort International Protestors launched by over 1000 angry British owners trying to be released from contracts.

Intrawest Embarc Diamond Facebook page has over 2500 Intrawest members. An administrator of this group recently suggested I post our last Inside Timeshare article on their Facebook page after being banned by a Diamond Influenced Member Supported 7000 member Facebook group.

I had sent the article to an Intrawest administrators individually. She receives a link to all my articles. Unfortunately, one of the administrators from the 7000 member group voiced a warning to one of the other Intrawest administrators urging a word of caution concerning the dangerous piano teacher, Irene Parker.

https://www.facebook.com/Club-Intrawest-Owners-Group-921012087982547/

The 7200 member Facebook group consists of about 50% happy/angry owners. Members who are 100% negative on Diamond Resorts are privately and quietly urged to join DRIP, according to one member who asked not to be identified. Ironically, the same administrator was banned from the DRIP website accused of being too positive.

Charles Thomas was banished within days of joining the 7000 member Facebook accused of supporting the Canarian Legal Alliance. Charles can better explain the success CLA has had fighting timeshare abuse.

Owner infighting is strongly encouraged by Diamond Resorts because United we Stand and Divided we Fall. There is a lot of that going on in the world today.

Inside Timeshare allows political commentary to enter into our articles. In fact, given the fact the Trump family is launching a timeshare in Scotland, it is even encouraged. One of President Trump’s closest friends of 20 years is David Siegel of Westgate. Westgate has been under Consumer Financial Protection Bureau investigation for the last few years.

Continuing the litany of unhappy Diamond owners:

Monarch Website of angry owners owning fixed weeks could not gain access after converting to points, resulting in a class action lawsuit.

http://www.monarchowner.com/p/our-story.html

Poipu Angry Owner website:  Assessments resulting in a class action lawsuit.

https://www.facebook.com/pages/Point-of-Poipu-Angry-Owners/148027451960608

Thousands of complaints have been voiced on Redweek, BBB and other internet complaint sites. Just yesterday a Redweek member reached out to me. I sadly informed her she made my list of top two percent timeshare horror stories. The subject of Diamond timeshare sales agent Rick Casper of Polo Towers Las Vegas will be the subject of my next article

Of course, people can always contact me directly.

Irene Card

RedWeek continues to allow me to post.  I was asked to provide a link to the article that caused me to be banned. Controversy generated by an article is a writer’s best friend.

My Facebook page has no quota on happy/angry comments. I deny I am 100% negative on Diamond. We still enjoy Diamond Resorts and find good value at times. I am encouraged by the meaningful conversations I have had with diplomat and PR spokesperson Maya Pogoda.

I find relatively few complaints on the internet about Hyatt, Hilton or Disney.

Back to the Clarity Press Release:

“It will increase transparency”

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What’s Right about Timeshare?

A Holiday Spirit Look at the Industry

By Charles Thomas and Irene Parker

December 19, 2016

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In the Spirit of the Season, Charles Thomas and Irene Parker would like to thank all our readers. Charles is a former timeshare sales agent and I am a veteran timeshare owner. We each have our stories about timeshare to tell.

Charles:

We have both over the past few weeks written numerous articles about the woes timeshare owners have been facing, some have been out and out horror stories. The story of Mrs Price and MacDonald Resorts has featured prominently over the past few months, this has still not been concluded. Other stories have highlighted the minefield of resales or as they say in the States the secondary market, another aspect has been the bogus law firms and claims companies that prey on those who wish to get out of their timeshares. Another theme has been about the sales agents and the methods employed to secure “the sale”.

I have personally been involved in sales side of the industry, having worked for several companies in the past, I was aware of the pressure that many sales staff are under to get the sale. The misinformation they are forced to give, if they didn’t hit their targets, they lost their job. In some cases if they were in company accommodation that meant they were on the street and homeless, usually in a foreign country.

But it is not all doom and gloom, there are some owners who are very happy with what they have, for them it works well, a case in point are friends of mine, Kim and Andy. They very kindly wrote their story on their timeshare experience for publication. There is also a Facebook page called International Timeshare Appreciation Day, which is held on 1 November. (see links)

There are also some very good timeshare companies out there, who do sell with ethics and morals. They also put their members first, with excellent customer service. These are the ones we never hear about. Two in Europe are Hapimag of Switzerland, whose members are predominantly Swiss and German, the other, is one that you tend not to associate with timeshare, Butlins, who have their Blue Skies membership. In all the research I have done, I have never come across a single complaint about either of them. Maybe others need to change to their model.

http://insidetimeshare.com/happy-owners/

https://www.facebook.com/InternationalTimeshareAppreciationDay/?fref=ts

Irene’s story:  One day, in 1984, my fiancée told me he bought a timeshare. Little did he know it was owned by the Mafia.  Timeshare owners always receive notices of annual meetings, but shortly after his purchase, we received an invitation to Holiday Shore’s annual meeting encouraging us to attend because our deeded fixed week timeshare was scheduled to be auctioned off on Tuesday at 3:30 PM on the step of the Sheriff’s office.

It was the first and last timeshare annual meeting we ever attended. Holiday Shores is located in the Missouri Ozarks and was a popular vacation spot for the Mafia.

There was not enough room for all of us at the scheduled location, so we all moved to the church where we managed to get a seat in the rafters. The resort’s timeshare attorney dramatically rolled out a scroll that flew out about 20 feet as he explained the Bennett family of New York was putting a lien on the property as the construction company had not been paid by their cousins who owned the resort property.

Fortunately for us, Jim Marshall of Marshall Missouri was an owner and a state representative.

The story has a happy ending because, thanks to Mr. Marshall, our timeshare was taken over by the owners and the resort lived happily ever after. It’s still there.

The moral of the story is that owners can make a difference.

Timeshares are not all bad. Twice we exchanged our timeshare through RCI and did not return home because we bought a house at the exchange location. We moved to Hawaii because of that every year trip to our Maui Hill timeshare and my stumbling onto a job opening the first Edward Jones office on the Big Island called Hawaii.

After nine years in Hawaii, we exchanged our Port Elsewhere week in the Ozarks for Petoskey Michigan and bought a house while on vacation. It worked until we realized moving from Honolulu to northern Michigan wasn’t all that smart, but the place is really pretty in August. Tired of white out roads, we exchanged Port Elsewhere for Cave City, Kentucky at Diamond Caverns (no relation) at Mammoth Cave. Again we bought a house.

This prompts our kids to pause when we tell them we are going on vacation and ask, “Are you coming back?” We’ve become known as the Prodigal Parents.

We look forward to continue our battle fighting for timeshare reform; a better secondary market, less deceptive and less aggressive sales practices, but for now we wish you a

Merry Christmas and a Happy Holiday Season.

A Christmas Present Complement to Disney from Timeshare Attorney Mike Finn

He’s never had a Disney timeshare client.

The End

children

 

Both Myself and Irene wish all our readers in Europe, The United States and beyond and very Happy Christmas and a prosperous New Year.

 

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Dialogue: The Way Forward!

Today Inside Timeshare publishes another article submitted by Irene Parker, with the end of the election in the USA, Irene looks at the divide in the nation and how this also equates to the divide in the timeshare world. In this article she looks at the great gap between owners and developers, using a video from Parker J. Palmer titled Stand in the Tragic Gap, showing how there are two sides to any controversial issue.

Again Irene calls on developers to join with owners to find a solution which will benefit both parties, it has been said before in previous articles, until both parties work together then there is little hope for this industry. There are many owners who love what they have, but there are also many who feel they have been let down, either with the “resale” or “secondary” market, or down to the problem of handing back when no longer being able to use either from illness, financial changes or just old age. This is also a problem for many owners in Europe, some developers have put in place exit strategies, some are fair, others are downright greedy with up to 4 years maintenance payments and only limited numbers being allowed to exit on a first come first served basis. In other words you need the luck of a lottery win.

Inside Timeshare hopes this article will explain the problem and how it can be solved, enjoy.

 

How Will the Outcome of the US Presidential Election Affect Timeshare?

c1By Irene Parker, November 9, 2016

Like the Clinton and Trump camps, timeshare owners and developers cannot heal until the two sides listen to each other. If we continue to

“Stand in the Tragic Gap”

Timeshare will continue to be a battlefield with timeshare owners at odds with timeshare developers. True and meaningful dialogue could heal an election or timeshare. Sometimes timeshare and elections overlap, as in the case of New York Attorney General Eric Schneiderman and Florida Attorney General Pam Bondi:

http://insidetimeshare.com/news-across-pond/

According to the Tragic Gap, creator Parker J. Palmer says there are two sides to any controversial issue. One side Parker Palmer calls “corrosive cynicism” – “greed is how this works, I take mine, run and forget these other people and their needs.” The other side is “irrelevant idealism”. Parker Palmer claims both sides cause a functional disconnect that takes us out of action.

Ironically, my name is Parker and the CEO of Diamond Resorts is David Palmer.

Take a listen:

http://www.couragerenewal.org/723/

Next consider:

Timeshare owners of the Diamond Resorts Grand Beach Resort, a 192-unit property in Orlando, Fla. … learned in a letter in September that their annual maintenance fee would rise 14.9 percent this year.

But here’s how the CEO, David Palmer, described it to investors in 2014, per a NY Times article written by Pulitzer winner Gretchen Morganson

“Anything that is put in the budget that gets expended on an annual basis, we get our 15 percent fee,” Mr. Palmer explained to investors at a September 2014 conference, according to a transcript. “That is basically a 100 percent profit business.”

Many remember the junk bond debacle and subprime mortgage issues that drove unsuspecting homeowners into foreclosure, while unscrupulous lenders like Drexel Burnham Lambert made billions.

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