Our cancellation story.
There’s a longer version but I won’t bore you with the gory details of the actual presentation with all the lies and made up stories. You’ve all been there.
But here’s the timeline of our cancellation debacle. And at the end, I have a question.
We closed on the contract at Ocean Enclave Myrtle Beach at the end of a 5 hour sales presentation. OOPS sorry gory detail. Moving on..........
4/27 – Closed contract at the Ocean Enclave Sales Center in a very noisy chaotic room full of others like us.
4/28 - Received call from Amanda the Quality Assurance Coordinator (closer) that the paperwork went to Corporate, aren't we excited. I said no, we're cancelling.
4/30 - Received call from Shanee, our sales person (expert in all things legacy and Elite Premier owners!!! woohoo). It went to voice mail.
4/30 - Received call from some woman who tried to tell us we were making a mistake yada yada, gorey detail, lie lie lie, gorey detail.
5/2 – Mailed cancellation letter from Myrtle Beach via USPS Certified Return Receipt. Post office employee said, "oh you're the second one today. Now go home and take a nap because I'm sure you spent a sleepless weekend churning over this contract." LOL. She sees us cancelers all the time on Mondays especially.
5/6 – Letter finally made it to Orlando via Columbia, SC and South Jersey Distribution Center in New Jersey. On 5/7 USPS attempted delivery, but since that was a Saturday, the attempt failed.
5/8 – (Sunday???) The contract posted to owner close.
5/9 – The letter was received by Corporate Offices in Orlando and the green return receipt was mailed back to me.
5/9 – My online account with HGV reflects changes and shows; MAX membership info, old deed loan paid off and new deed loan payment on Ocean Enclave (payment due 45 days from contract signing) due June 11.
5/10 – The contract was marked as cancelled on our file as I was told by Amanda on 5/23. see below.
5/11 – We received the green return receipt in the mail.
5/23 – Spoke to Amanda Mammos at Ocean Enclave to complain I had yet to see refund and she said she would send an email to expedite the refund. Still within the 20 days. But confirmed the contract is showing canceled on our account.
However, since then I’ve made many phone calls to Amanda Mammos Quality Assurance Coordinator who handled our closing at Ocean Enclave; Elite Premier desk, sent messages via “contact us” forms because 20 days had come and gone and no refund.
6/14 – Amanda Mammos called me back to tell me that the delay is due to the contract going to owner close and the refund process now takes longer. She assured me we would receive our refund. I told her HGV is now in breach of contract because the contract clearly states refund within 20 days. She said she’d have her boss speak to me.
6/17 – Left a message for Amanda that I still haven’t heard from her boss.
6/17 – Minutes later I receive a call from HGV and get this, it’s the Grand Vacations Services Department that handles the new Ocean Enclave loan on the cancelled contract and the woman is threatening to send it to debt collection if I don’t pay. She said, “And what card will you be using to make this payment.” I ripped her a new one. She calmly said she’d mark my file and share this situation with her boss.
6/17 – Left another message for Amanda that I just received a call from HGV threatening me with debt collection. This is unacceptable. This is all within the same company and they are definitely carrying their brains where they sit.
6/17 – Received call from Amy Roake, Quality Assurance Manager, Ocean Enclave, Amanda’s boss. She explained that the letter was received by the Orlando office but never sent to Myrtle Beach for cancelation processing. As of 6/14, she still hadn’t received our cancellation letter from Orlando. Apparently, the letters go to Jari Alvarez and then they’re sent back to the sales office of contract origin. So even though I was told that the cancelation was marked on our account on May 10, nobody did anything with the letter. I said something else must be going on that they’re not telling me. I was assured that wasn’t the case. I told her I had spoken to Amanda on 5/23 and she said she was emailing someone to expedite the process. Why didn’t red flags go up then that my letter wasn’t in Myrtle Beach for processing? She had no answer. Brain in sitting place.
Here's what happens next. Within a few days we’ll have our refund. She’s waiting on one more signature for approval. Reinstatement of our Ocean 22 deed and loan will take 30 days. We’ll receive a new promissory note in the mail that we’ll have to sign and mail back via Fedex envelope they provide. Once that takes place, all the payments we’ve missed over the last 3 months (by the time we get this fully completed) will be expected to be paid. I asked how our deed will be reinstated if the inventory is probably gone already. She said it was all suspended until the process completed. Then she said, comparable inventory would be allotted to us. My head is spinning because she just said 2 very different things at the same time.
Well, we’ll see if she’s telling the truth. Rest assured I’ll be looking that promissory note over with a fine tooth comb to make sure the numbers match.
Now to my question. You’ve heard my story and I ask are we truly responsible for the Ocean 22 loan that was paid off by the upgrade to Ocean Enclave? We had merely $8000 in “equity” in that deed with $10000 still to pay off. What happens if we say no we don’t want to sign the new promissory note?
There’s a longer version but I won’t bore you with the gory details of the actual presentation with all the lies and made up stories. You’ve all been there.
But here’s the timeline of our cancellation debacle. And at the end, I have a question.
We closed on the contract at Ocean Enclave Myrtle Beach at the end of a 5 hour sales presentation. OOPS sorry gory detail. Moving on..........
4/27 – Closed contract at the Ocean Enclave Sales Center in a very noisy chaotic room full of others like us.
4/28 - Received call from Amanda the Quality Assurance Coordinator (closer) that the paperwork went to Corporate, aren't we excited. I said no, we're cancelling.
4/30 - Received call from Shanee, our sales person (expert in all things legacy and Elite Premier owners!!! woohoo). It went to voice mail.
4/30 - Received call from some woman who tried to tell us we were making a mistake yada yada, gorey detail, lie lie lie, gorey detail.
5/2 – Mailed cancellation letter from Myrtle Beach via USPS Certified Return Receipt. Post office employee said, "oh you're the second one today. Now go home and take a nap because I'm sure you spent a sleepless weekend churning over this contract." LOL. She sees us cancelers all the time on Mondays especially.
5/6 – Letter finally made it to Orlando via Columbia, SC and South Jersey Distribution Center in New Jersey. On 5/7 USPS attempted delivery, but since that was a Saturday, the attempt failed.
5/8 – (Sunday???) The contract posted to owner close.
5/9 – The letter was received by Corporate Offices in Orlando and the green return receipt was mailed back to me.
5/9 – My online account with HGV reflects changes and shows; MAX membership info, old deed loan paid off and new deed loan payment on Ocean Enclave (payment due 45 days from contract signing) due June 11.
5/10 – The contract was marked as cancelled on our file as I was told by Amanda on 5/23. see below.
5/11 – We received the green return receipt in the mail.
5/23 – Spoke to Amanda Mammos at Ocean Enclave to complain I had yet to see refund and she said she would send an email to expedite the refund. Still within the 20 days. But confirmed the contract is showing canceled on our account.
However, since then I’ve made many phone calls to Amanda Mammos Quality Assurance Coordinator who handled our closing at Ocean Enclave; Elite Premier desk, sent messages via “contact us” forms because 20 days had come and gone and no refund.
6/14 – Amanda Mammos called me back to tell me that the delay is due to the contract going to owner close and the refund process now takes longer. She assured me we would receive our refund. I told her HGV is now in breach of contract because the contract clearly states refund within 20 days. She said she’d have her boss speak to me.
6/17 – Left a message for Amanda that I still haven’t heard from her boss.
6/17 – Minutes later I receive a call from HGV and get this, it’s the Grand Vacations Services Department that handles the new Ocean Enclave loan on the cancelled contract and the woman is threatening to send it to debt collection if I don’t pay. She said, “And what card will you be using to make this payment.” I ripped her a new one. She calmly said she’d mark my file and share this situation with her boss.
6/17 – Left another message for Amanda that I just received a call from HGV threatening me with debt collection. This is unacceptable. This is all within the same company and they are definitely carrying their brains where they sit.
6/17 – Received call from Amy Roake, Quality Assurance Manager, Ocean Enclave, Amanda’s boss. She explained that the letter was received by the Orlando office but never sent to Myrtle Beach for cancelation processing. As of 6/14, she still hadn’t received our cancellation letter from Orlando. Apparently, the letters go to Jari Alvarez and then they’re sent back to the sales office of contract origin. So even though I was told that the cancelation was marked on our account on May 10, nobody did anything with the letter. I said something else must be going on that they’re not telling me. I was assured that wasn’t the case. I told her I had spoken to Amanda on 5/23 and she said she was emailing someone to expedite the process. Why didn’t red flags go up then that my letter wasn’t in Myrtle Beach for processing? She had no answer. Brain in sitting place.
Here's what happens next. Within a few days we’ll have our refund. She’s waiting on one more signature for approval. Reinstatement of our Ocean 22 deed and loan will take 30 days. We’ll receive a new promissory note in the mail that we’ll have to sign and mail back via Fedex envelope they provide. Once that takes place, all the payments we’ve missed over the last 3 months (by the time we get this fully completed) will be expected to be paid. I asked how our deed will be reinstated if the inventory is probably gone already. She said it was all suspended until the process completed. Then she said, comparable inventory would be allotted to us. My head is spinning because she just said 2 very different things at the same time.
Well, we’ll see if she’s telling the truth. Rest assured I’ll be looking that promissory note over with a fine tooth comb to make sure the numbers match.
Now to my question. You’ve heard my story and I ask are we truly responsible for the Ocean 22 loan that was paid off by the upgrade to Ocean Enclave? We had merely $8000 in “equity” in that deed with $10000 still to pay off. What happens if we say no we don’t want to sign the new promissory note?
