h2oflyboy
TUG Member
- Joined
- Jul 31, 2018
- Messages
- 113
- Reaction score
- 58
- Location
- Houston via SoCal
- Resorts Owned
- Centum+ w/ bHC NYC: W57th, The Residences; HGVC: Maui Bay, and Grand Islander; HVC: Cabo Azul
I've been through the 3Ds this past few months! DENY, DELAY, DEFEND
I bought into the Cabo Azul Resort (FEB24) to allow me better availability for the legacy DRI resorts. It was a good purchase. I would have bought it without their sales presentation that included the offer of converting my 2ndary market purchase to "Now be include in my status" I had two sales agent David and Alejandro assured me that this could be done - a little button on their tablet could accomplish such a magic trick. Even though I was skeptical, the offer to convert was accomplished - a few months later, I had Centum+ status, a concierge, and open searches. I also had used the total of $350 Lyft charges, and was trying to schedule the $1000 open season credit. The concierge had resolved 2 headaches of making reservations 10 months out. I upgraded my Maui unit from 1 week to 2 weeks (SEP24). On the date of signing the contract in Sept, I noticed the Centum+ status written on the 2nd page of the contracts - along with the 6 guest's certificates.
However in October, I saw that my status had been reduced on my dashboard, and the open season credits were posted dated reduced in July 2024 to $700. I viewed the transactions and could see when the money was removed. Someone (They) reviewed my contracts??? NO ONE has ever told me what exactly happened! "THEY" removed the status without notice, or communication.
I started my trials at the beginning of October, first agent thought it was a "glitch" and sent a request to fix the status and $$ back to my account. She sent this through an IT request - She did so, because she actually had in her system... that I was at Centum+ status.
Eventually - 2 hurricanes later, I called and spoke with a supervisor that gave me the MOST generic email address ever! A day later I got a response from Lizz Moore (executive resolutions). While I got a prompt response the one time.... every other communication took weeks to answer.
The email was also sent to the Cabo Azul gentleman, my concierge, and the sales office in Maui - NONE of them responded. A simple answer from David & Alejandro saying, "yup, we did this" did not occur with transparency towards me. I was simply dropped with no concerns of any of the above employees. Their boss tried to cancel my fully paid contract to resolve this issue. He eventually called this "button on the tablet" a "GLITCH"
I offered a suggestion of a compromise and that went unanswered as well. It seems even the Director of Sales and Cabo Azul had no authority to approve anything.
I again in Nov2024 upgraded a NYC deed to another NYC deed, and again in the contract signing my sales executive also included in the contract signing the status of Centum+ and 6 guest certificates. She also quoted an incentive. If the client upgrades and the total $$ is over a certain monetary value, Centum+ status can be granted for a "Temporary 2 year upgrade" That was the suggestion, I had offered the Director of Sales in Cabo.
A second person from Executive Resolutions wrote me an email, stating I needed to get a hold of this Sales Director ASAP, as he was in the midst of canceling a fully paid contract. The email came at 2am in the morning and had no signature, title, location, or phone number. She did this twice. Finally after 2 emails she included all of those bits of information, but insulted my understanding of a "global" company. The times of the emails being sent - yes were important, but my biggest qualms were who doesn't sign their emails???
A final sales presentation was taken in DEC24 and with it, went my 2ndary market purchase - every point I have is now available for status and thus have reached Centum+
Yesterday, Lizz Moore sent me an email with no apology about my treatment - length of time passed almost 3 months, and the offer of Centum+ status for 2 years ending 12/31/2026.
I know this is a lot to read, thank you for taking the time if you got here. I'm posting this so that other that get sent to the Executive Resolutions Offices; they have no boss, no one to report to and do an awful job representing the brand. When you call - your phone call is being recorded but the monitoring of the Executive Resolutions Offices does not happen and thus 3 months for a resolution, unprofessional communication standards are left to their own devices.
I bought into the Cabo Azul Resort (FEB24) to allow me better availability for the legacy DRI resorts. It was a good purchase. I would have bought it without their sales presentation that included the offer of converting my 2ndary market purchase to "Now be include in my status" I had two sales agent David and Alejandro assured me that this could be done - a little button on their tablet could accomplish such a magic trick. Even though I was skeptical, the offer to convert was accomplished - a few months later, I had Centum+ status, a concierge, and open searches. I also had used the total of $350 Lyft charges, and was trying to schedule the $1000 open season credit. The concierge had resolved 2 headaches of making reservations 10 months out. I upgraded my Maui unit from 1 week to 2 weeks (SEP24). On the date of signing the contract in Sept, I noticed the Centum+ status written on the 2nd page of the contracts - along with the 6 guest's certificates.
However in October, I saw that my status had been reduced on my dashboard, and the open season credits were posted dated reduced in July 2024 to $700. I viewed the transactions and could see when the money was removed. Someone (They) reviewed my contracts??? NO ONE has ever told me what exactly happened! "THEY" removed the status without notice, or communication.
I started my trials at the beginning of October, first agent thought it was a "glitch" and sent a request to fix the status and $$ back to my account. She sent this through an IT request - She did so, because she actually had in her system... that I was at Centum+ status.
Eventually - 2 hurricanes later, I called and spoke with a supervisor that gave me the MOST generic email address ever! A day later I got a response from Lizz Moore (executive resolutions). While I got a prompt response the one time.... every other communication took weeks to answer.
The email was also sent to the Cabo Azul gentleman, my concierge, and the sales office in Maui - NONE of them responded. A simple answer from David & Alejandro saying, "yup, we did this" did not occur with transparency towards me. I was simply dropped with no concerns of any of the above employees. Their boss tried to cancel my fully paid contract to resolve this issue. He eventually called this "button on the tablet" a "GLITCH"
I offered a suggestion of a compromise and that went unanswered as well. It seems even the Director of Sales and Cabo Azul had no authority to approve anything.
I again in Nov2024 upgraded a NYC deed to another NYC deed, and again in the contract signing my sales executive also included in the contract signing the status of Centum+ and 6 guest certificates. She also quoted an incentive. If the client upgrades and the total $$ is over a certain monetary value, Centum+ status can be granted for a "Temporary 2 year upgrade" That was the suggestion, I had offered the Director of Sales in Cabo.
A second person from Executive Resolutions wrote me an email, stating I needed to get a hold of this Sales Director ASAP, as he was in the midst of canceling a fully paid contract. The email came at 2am in the morning and had no signature, title, location, or phone number. She did this twice. Finally after 2 emails she included all of those bits of information, but insulted my understanding of a "global" company. The times of the emails being sent - yes were important, but my biggest qualms were who doesn't sign their emails???
A final sales presentation was taken in DEC24 and with it, went my 2ndary market purchase - every point I have is now available for status and thus have reached Centum+
Yesterday, Lizz Moore sent me an email with no apology about my treatment - length of time passed almost 3 months, and the offer of Centum+ status for 2 years ending 12/31/2026.
I know this is a lot to read, thank you for taking the time if you got here. I'm posting this so that other that get sent to the Executive Resolutions Offices; they have no boss, no one to report to and do an awful job representing the brand. When you call - your phone call is being recorded but the monitoring of the Executive Resolutions Offices does not happen and thus 3 months for a resolution, unprofessional communication standards are left to their own devices.
