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Resort LOST my weeks and is ignoring me. What to do?

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First of all, I had a hard time deciding where to put this post. I put it here because my INITAL intention was to offer up, for any takers, 3 of my timeshare weeks BUT.... they lost some of my weeks and now won't return my emails and calls.

I own 5 weeks at Pines at Meadow Ridge in Winter Park, CO. I have 3 annual weeks and 2 even years weeks. I bought 1 off eBay and 4 off TUG but I find that I went overboard and this year I would receive 190k points for $928 in MF's VERY VERY fair but just too many points. So I want to offer up 3 weeks....

I called the resort (which is answered by Alderwood the mgmt company) on January 13th to find out when they were mailing the bills out and if the MF's increased. When the lady looked up my account she found that through their database conversion it "dropped" out all my information except my first and last name. No address, no phone number, and this is why I didn't get a statement in December. I asked if it showed all 5 of my weeks and she said that the system only reflects 2 weeks. I told her I have 5.

She escalated my issue up the chain and another lady sent me an email saying she would get back to me BY January 18th. No response. I sent her another email January 20th, then I called on Friday the 27th and was told I would receive a return call that day but so far NOTHING.

The big issue for me is that I own 3 week 21's and 1 week 22 and if I don't pay my MF's and deposit them by about Feb 23rd I don't get the full 38k points for them. I explained this to Alderwood but they don't care. How can I pay for weeks they can't find and they aren't going to be useful to anyone else either if they are not found quickly. I can see the weeks under my name on the county Recorder site and I even forwarded to them email chains where I had conversations in the past with Alderwood that referenced all the weeks.

What can I do? They won't return my calls or emails.

Maybe I should just deed back to them the weeks I was going to offer up on TUG.... but they are really good weeks. 38k points for $232 MF's a year and the 2 annual weeks are 38k points in even years for $116 a year. I'd rather them go to someone who would want the cheap points.

Thank you for your time!
-Julia
 

UWSurfer

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They are probably the wrong weeks, but if you have five, were looking to give up three and they only show two in their database, they effectively got you to your objective...that is to shed three weeks.

If the two they show for you meet your objectives I would just lay low and let the missing weeks stay lost.

But I'm betting you're going to say they aren't the ones you are wanting to keep.
 

rrlongwell

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They are probably the wrong weeks, but if you have five, were looking to give up three and they only show two in their database, they effectively got you to your objective...that is to shed three weeks.

If the two they show for you meet your objectives I would just lay low and let the missing weeks stay lost.

But I'm betting you're going to say they aren't the ones you are wanting to keep.

No, this creates a larger problem later. Get your paperwork together and send them to the Resort to prove your ownership on the missing three weeks. Maybe you can download them from the Web. If that does not resolve the issue, get you last number of years of paid maintance fees and file a complaint with the BBB and/or the State Consumer protection people.
 

ronparise

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Who do they think owns these weeks?

Im sure they will accept payment from anyone

I would just send them the deeds
 
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Who do they think owns these weeks?

That's the funny thing. The first operator helped me, the lady who confirmed that my account information was "blank" tried to look up the missing units and they didn't exist in the system. In this case they are fixed units on fixed weeks so of course they exist!

I really can't figure what the hold up is. My best guess is lack of manpower to keep up with the work they have. It sounded to me like there had been other issues with their computer system. You would think they would have noticed my contact information was blank and tried to pull it from old records!

I am on an HOA board for my personal home... In this case I would contact the Board members for the Timeshare but no email information is provided. I think when your owners only have the Management company as a point of contact you are going to have problems. I wish there was more Owner oversight. (I can dream, right?)
 

rrlongwell

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That's the funny thing. The first operator helped me, the lady who confirmed that my account information was "blank" tried to look up the missing units and they didn't exist in the system. In this case they are fixed units on fixed weeks so of course they exist! ...

You may have some serious research to do. You would need the deed. Check the legal discription. Check all reference to Court House documents. Specifically, the orginal documents showing consisting of plot maps and all documents relating to that Resort. You will need to show that the orginal deed was for actually units. If not, then there is a major problem.
 
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You may have some serious research to do. You would need the deed. Check the legal discription. Check all reference to Court House documents. Specifically, the orginal documents showing consisting of plot maps and all documents relating to that Resort. You will need to show that the orginal deed was for actually units. If not, then there is a major problem.

I am looking for my copy of the deeds.

I'm not worried. I've owned the weeks since 2009 and have had no problem any other year. I have prior statements showing the weeks. When I said they "didn't exist" I meant that they aren't in their system at all meaning that there was no week/unit in their system for the weeks I own.

I'm a database administrator by trade. I would say they need to take a hard look at what their system shows. Chances are there are other "missing" weeks too. It shouldn't be too hard to query up "missing" weeks. For all I know maybe that's why it's been 2 weeks with no response. Maybe this is more widespread than they have told me.
 

fishingguy

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I would think that you'd definitely want to get to the bottom of this, because when things finally get resolved (from what-ever the problem is), you might find yourself still on the hook for delinquent maintenance fees. Something is wrong and it will take time for the resort to identify the scope of what it is, and eventually fix it.

A lot of resort databases have an index file that logically associates a deed record number to an owner's account, payment info, and unit numbers -- and that may be what is actually messed up. If multiple units and slightly different owner names on the deeds are involved, I can see how something like this can happen. In addition, if they didn't configure the database for all the units, there may be a lot of people in the same predicament, as you eluded to.

So yes, find your deeds and send the resort management company a copy of them. If you don't have them, then check the local recorder office (city, township, county, etc.) and get a copy -- deeds are typically recorded there. That's as good a place as any to start.

I don't think the resort or management company is attempting to do anything sinister here, they are likely overwhelmed right now. They are probably trying to determine the scope of the problem and get it fixed; along with running the day-to-day and long-range stuff at the resort. A lot of head scratching going on too.

If this is a new resort management company, or the database/records system is new; it's likely someone has a lot of egg on their face. Whoever oversaw and/or validated the data entry or data indexing might be scrambling right now. Especially since getting maintenance fees from all the owners has been impacted.
 
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rickandcindy23

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I am going to send this thread to someone I know on the HOA BOD. He can help.
 

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Cindy - Didn't something come up on these boards about Alderwood in a negative context?

It is outrageous that a resort does not give you contact info on your HOA members. When I was on an HOA board, our phone numbers and email addresses were in every newsletter for any member to call.
 

rickandcindy23

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Alderwood is not VRI, which is who I wanted to get for Twin Rivers. I think Alderwood is an okay management company, but I didn't get a bill this time for my MF's. I am guessing I need to call and pay it by the end of the day today. I didn't get a bill and have no idea if it's due on the 31st, or if I am late by a month. :shrug:

I tried to pay online, but the log-in information they gave me a while back isn't working. I called a few weeks ago to see about paying my fees online, and the gal said she would call me back with the way to do it (my log-in info), and she never called me back.

Again, this isn't VRI managing the Fraser resorts, and I wish I had VRI. I won't pay late fees, that's for sure.
 

rrlongwell

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Alderwood is not VRI, which is who I wanted to get for Twin Rivers. I think Alderwood is an okay management company, but I didn't get a bill this time for my MF's. I am guessing I need to call and pay it by the end of the day today. I didn't get a bill and have no idea if it's due on the 31st, or if I am late by a month. :shrug:

I tried to pay online, but the log-in information they gave me a while back isn't working. I called a few weeks ago to see about paying my fees online, and the gal said she would call me back with the way to do it (my log-in info), and she never called me back.

Again, this isn't VRI managing the Fraser resorts, and I wish I had VRI. I won't pay late fees, that's for sure.

Sounds like you might be in the same boat as the orginal poster.

Found the following on the Internet. I do not know if this is the problem or not. If it is and the Management Company will not return calls, then I would guess the weeks are lost to the owner and available for whatever use the Management Company wants them for.

Alderwood Group Moves to SPI Software
 
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bogey21

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When MROP merged (or whatever it was they did) a few years ago and announced they were affiliating with Trading Places, I sold. Note that I am not knocking Trading Places. They were just an unknown to me. My problem was I was happy with what I had. When they changed it I sold. I did the same thing with my Marriott Weeks when they "restructured" their Sales and Rental Programs. Same reason. I was happy with what I had. When they changed it I sold. In hindsight I probably should have kept my MROP Week but selling my Marriott Weeks saved me about $70,000! My point is that I want out when unilateral changes are made that I either don't understand or don't agree with.

George
 
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I think Alderwood is an okay management company, but I didn't get a bill this time for my MF's. I am guessing I need to call and pay it by the end of the day today. I didn't get a bill and have no idea if it's due on the 31st, or if I am late by a month. :shrug:

I'm going to hope your account is fine and maybe they just didn't get you one for another reason. I just want the Board to realize they could be loosing out on MF collections.... I understand Alderwood did a database conversion but they should at least have old records of some sort to fall back on. I really don't see why this is taking so long.

I went ahead and sent in a check to pay my MF's. Hopefully they get it all fixed and processed. For me, the weeks need to deposit into RCI before the end of February to be useful.
 

rrlongwell

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... For me, the weeks need to deposit into RCI before the end of February to be useful.

If your resort is one of the listed below, you might want to call the phone number and insist on talking to the Exective Offices and/or Complaint Resolution Staff.

Iron Horse Resort - Winter Park, Colorado
NorthBay at Lake Arrowhead – Lake Arrowhead, California
Lagonita Lodge – Big Bear Lake, California
Inn at Silver Creek – Granby, Colorado
The Pines at Meadow Ridge – Fraser, Colorado
Twin Rivers – Fraser, Colorado

Alderwood currently manages resort reservations for the following vacation ownership properties. Reservations are available online or by calling
(909) 878-2277, extension 107:
 
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I wrote another email last night saying I sent in my MF payments and that I will be asking RCI to deposit the weeks before Feb 23rd. I finally received an email today;

I have been investigating your missing weeks and believe I have tracked down the system error for the missing weeks. This is being double check in our office and have an answer back to your as soon as possible.

I guess something is better than nothing.
 

rrlongwell

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I wrote another email last night saying I sent in my MF payments and that I will be asking RCI to deposit the weeks before Feb 23rd. I finally received an email today;

I have been investigating your missing weeks and believe I have tracked down the system error for the missing weeks. This is being double check in our office and have an answer back to your as soon as possible.

I guess something is better than nothing.

I would still send them the deeds and make sure no one has filed a deed after yours.
 
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They found my weeks and I submitted my deposits to RCI on 2/7 but Pines hasn't approved the transfer. I called Alderwood again yesterday and they said they are having issues with the computer and applying the payments they received from me last month.

So it's still not resolved. It's been over a month now.
 
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Just to update anyone who was wondering. I got my full value RCI points.... today.

They finally resolved my lost weeks issue and told me they approved my transfer through RCI on the 20th of Feb. I called RCI on the 22nd and asked if my transfer was approved. She said "it says here it's pending so that means it's approved." I questioned her... "Doesn't that mean it's still processing?" She assured me that pending means it's approved. OK I said, why question it?

In Saturday's mail I get letters from RCI saying my weeks were not approved and basically telling me to try again. The letters were dated 2/19. So why didn't the phone rep tell me this???

I called RCI on the 26th and the very nice operator told me he would look and see what's going on. He looks and tells me that it doesn't look correct and he has to get a supervisor. Finally after OVER an hour on the phone with RCI I find out that they made a mistake. I had done a points for deposit and they had charged me, and I did everything correct but somehow someone at RCI had tried to add them as weeks and not points. So the way it was explained to me is that I would get full points and they were going to have to manually submit everything. They said Wednesday I'd have my points. I was very happy and grateful to the THREE RCI personnel that had to get involved.

Wednesday comes and viola I have points! Oh... but not the correct amount. They gave me the amount I would have received had I not done my points for deposit on time. So I called RCI and after being on hold for half an hour I was told they would give me the rest of my points in a week. They would have to manually add them.

So everything was resolved... it's the 7th of March and I started my ordeal January 13th. It was slow, but better than a bad ending.
 

Tia

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So everything was resolved... it's the 7th of March and I started my ordeal January 13th. It was slow, but better than a bad ending.

That is a lot of time involved in getting what is yours done right. Wonder how many people never know or take the time....
 
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