starwood Sales Tactics - who to complain

[myip]

I have a documented emails from sales manager and VOI (agreeded price and unit to purchase) from starwood. They are not honoring it. They are now saying the VOI is not written correctly. Who do you complain for the treatment and lies that a sales manager tell you? Other than Better Business Bureau, who else can you complain to? Is there a sale director or VP to take the issue to?

 

[Henry M.]

You could call Owner Services at 888.986.9637 (for Westin) or 888.786.9637 (for Sheraton) and ask to speak to a supervisor there who can maybe direect you to the right place.

What is VOI? Where are they giving you a hard time?

 

[myip]

You could call Owner Services at 888.986.9637 (for Westin) or 888.786.9637 (for Sheraton) and ask to speak to a supervisor there who can maybe direect you to the right place.

What is VOI? Where are they giving you a hard time?

VOI is a document from Starwood that says you can purchase the other half of your unit for certain price within 1 year.

Anyone know how to file a BBB complains in Florida?

It is a complicated story. I brought a GOLD EOY to retro my resales with an intention of buying the other EOY within a year (to retro another unit). Since they don't have silver EOY, they say I can buy GOLD EOY and upgrade to silver annual. My VOI states that I have option to buy silver annual for a price. I am trying to exercise the VOI, they won't credit my original purchase price to it saying the document is not correctly written.

I have email from the original sales manager. He is giving me a run around and want to sale me a more expensive annual -- gold. He keeps on saying there is no inventory - in fact there is inventory because I have another tele salesperson check. Instead of paying $2000 for exercising my option, now they want $4000.

The telesalesperson cannot honor the contract because he says VOI is not written correctly. He cannot sell me the silver annual but has to be gold annual (starwood business rule).

 

[duke]

I have a documented emails from sales manager and VOI (agreeded price and unit to purchase) from starwood. They are not honoring it. They are now saying the VOI is not written correctly.

Maria:

Give us the details?

1- How much did you pay for your gold EOY?
2- How much is an annual gold?
3- What is the location and unit size?
4- What exactly does the VOI say?
5- What incentive did you receive?
6- Tell me exactly what are the documents that you have signed for your original purchase and did they requalify your resale?
7- Why do you say "upgrade" to silver FROM gold? (Silver is a downgrade from Gold?)

From this we can discuss how to proceed.

Also, it's possible some of us may know another salesperson who will do the deal....but we need the specific details and terms.

Duke

 

[myip]

Maria:

Give us the details?

1- What is a VOI?
2- What was the deal and the terms you agreed on?
3- What location?
4- What price?
5- What incentive?
6- Tell me exactly what are the documents that you have signed.

From this we can discuss how to proceed.

Also, it's possible some of us may know another salesperson who will do the deal....but we need the specific details and terms.

Duke

1. VOI - agreement to buy the other half of the starwood timeshare for certain price and unit
my voi states Silver Annual for $7900
2. I brought Gold EOY for $6400 with a VOI to buy Silver annual for $7900. I should be paying the different of $1500.
3. Sheraton Broadway

Now the original salesman giving me a runaround saying no inventory for $7900. Must pay $9900 gold. - pay a different $3500 instead of $1500. I have been waiting for inventory since early Dec. I don't believe there is no inventory since Orlando salesperson can find the inventory.

Orlando telesales person says - VOI is not written correctly. The price on the VOI should be $1500 instead of $7900. He can't credit me the $6400 that I already pay.

I have emails from original salesperson with my intention and all the details of wanting to upgrade to Annual Silver from EOY Gold. He agreed at the time of buying GOLD EOY that I can change it to Silver Annual and requalify another unit.

 

[duke]

1. VOI - agreement to buy the other half of the starwood timeshare for certain price and unit my voi states Silver Annual for $7900

I have emails from original salesperson with my intention and all the details of wanting to upgrade to Annual Silver from EOY Gold. He agreed at the time of buying GOLD EOY that I can change it to Silver Annual and requalify another unit.

I think you have a good case only because you have the e-mails and the poorly written VOI. Normally, SVO would only let you buy the other half of your gold EOY.

However, You should call Member Services directly and ask for a Manager. (Do not call sales). This is a SVO management issue and if you speak with a Owner Services Manager they will ask you to fax the documents and emails. I think that once they review the documents and emails you will be able to pay the $1,500 and have your Silver annual.

There really is no need to call the BBB.

Good luck,
DUKE

 

[Henry M.]

I think it would be a little premature to go to the BBB just yet. Another number that might be useful is SVO Portfolio Services. They actually handle your contract after the sale and can be reached at 800.743.7654. As Duke suggests, ask to speak to a manager.


If you do end up wanting to go to the BBB, you can file a complaint online at www.bbb.org. However, talking to a manager and getting things resolved with Starwood directly will probably be easier and much faster. They are generally a good organization even if you have now run into a not so good sales manager.

 

[myip]

Thanks for the replies. I just contacted Owner Services and they are now connect me to Consumer Affairs. Hopefully, I will be hearing from them shortly.

 

[bogey21]

I brought Gold EOY for $6400 with a VOI to buy Silver annual for $7900.....[at I assume]....Sheraton Broadway......Now the original salesman giving me a runaround saying no inventory for $7900. Must pay $9900 gold.

Maybe I'm smoking something but why not just buy another Gold EOY for the odd or even year you don't already own on Ebay. I'll bet you can get it for about $1,500. Wouldn't you then have something akin to an annual Gold as far as ability to use?

GEORGE

 

[oneohana]

Maybe I'm smoking something but why not just buy another Gold EOY for the odd or even year you don't already own on Ebay. I'll bet you can get it for about $1,500. Wouldn't you then have something akin to an annual Gold as far as ability to use?

GEORGE

They want to requalify a resale week.

 

[myip]

Maybe I'm smoking something but why not just buy another Gold EOY for the odd or even year you don't already own on Ebay. I'll bet you can get it for about $1,500. Wouldn't you then have something akin to an annual Gold as far as ability to use?

GEORGE

Yes. I want to requalify another resale unit.

 

[duke]

Again, I want to clearly make the point that in every case I have been happy with the promptness, concern, and diligence I have received from calling Member Services at SVO. I strongly urge anyone who has a question to 1) call Member Services directly, 2) Use MyStarCentral Message Center to send an email, and 3) Follow up with additional calls if you feel necessary.

I have had some complicated issues and SVO has been really prompt in resolving and getting what I wanted done.

PS: This does NOT apply to the resort sales staff who are not to be believed unless it is in writing on a signed contract.

Duke

 

[myip]

I will be having a conference call tomorrow with Consumer Affairs and the original salesperson. I am not happy with the current conversation with the Consumer Affairs. Is there another person or group that I can escalated this issue.

The Consumer Affairs says the email is not clear . I blowup on him. He is going to schedule a conference call with salesperson.

What could be my next action?

The only person that is happy is my hubby Because I am too MAD
to buy any more timeshare and spend money on Starwood's developer unit.

 

[Denise L]

Have you been able to speak with the sales executive's manager or that manager's manager? Just wondering why Consumer Affairs and not upper management in Sales...

 

[Henry M.]

I'm sorry you are being given the runaround. I have always had good responses from Starwood. Perhaps you can request to have the salesman's manager be part of the call. Even if the VOI is poorly written, its intention doesn't seem to be in doubt.

Good luck. Let us know how the call goes.

Henry

 

[myip]

I'm sorry you are being given the runaround. I have always had good responses from Starwood. Perhaps you can request to have the salesman's manager be part of the call. Even if the VOI is poorly written, its intention doesn't seem to be in doubt.

Good luck. Let us know how the call goes.

Henry

It is the saleman's manager that is giving me a runaround.

 

[myip]

Have you been able to speak with the sales executive's manager or that manager's manager? Just wondering why Consumer Affairs and not upper management in Sales...

I contacted member services. They put me to Consumer Affairs. I guess I can talk with the Sales Director at Sheraton Broadway.

 

[myip]

Email Document doesn't count

They won't let me spend more money to buy an annual silver from my GOLD EOY. I am SOOO pissed... The VOI says $7900 instead of $1400 and they won't honor it. Everything is based on the contract. Email is only a conversation. If you are going to retr'd -- change the document in the contract. -- cross it out and rewrite the word that you want it to be there. Don't trust the salesperson.

-- Who else can I complain? Consumer Affairs only do things based on the contract?

 

[DavidnRobin]

They won't let me spend more money to buy an annual silver from my GOLD EOY. I am SOOO pissed... The VOI says $7900 instead of $1400 and they won't honor it. Everything is based on the contract. Email is only a conversation. If you are going to retr'd -- change the document in the contract. -- cross it out and rewrite the word that you want it to be there. Don't trust the salesperson.

-- Who else can I complain? Consumer Affairs only do things based on the contract?

Sorry to hear - I had a feeling that this would be the outcome. It goes to show that no matter what type of transaction - to make sure that the contract (purchase or otherwise - clearly states the conditions of the transactions for both the transferer and transferee).

When you stated that it had to do with the problem being with the sales manager and not the salesman - I thought SVO was playing 'good-cop/bad-cop' with you - they do this in their sales practices (like many TS programs do - and cars sales...). You know - you are having a deal set-up with the salesperson - and then the manager or 'finance' guy comes in - only to find out (if you look closely enough...) that what you were told by the salesperson was 'misinformation' (the fine line between truth and lying).

Sort of like 'truthiness' - as Stephen Colbert coined.

 

[duke]

1. VOI - agreement to buy the other half of the starwood timeshare for certain price and unit - my voi states Silver Annual for $7900
2. I brought Gold EOY for $6400 with a VOI to buy Silver annual for $7900. I should be paying the different of $1500.
3. Sheraton Broadway

Now the original salesman giving me a runaround saying no inventory for $7900. Must pay $9900 gold. - pay a different $3500 instead of $1500. I have been waiting for inventory since early Dec. I don't believe there is no inventory since Orlando salesperson can find the inventory.

Orlando telesales person says - VOI is not written correctly. The price on the VOI should be $1500 instead of $7900. He can't credit me the $6400 that I already pay.

Maria:

I understand your issue, but practically speaking SVO goes by the book and does not make deals that are non-standard.

The basic policy is that if you buy an EOY then later you can buy the other half EOY to make an EY. I think that is the purpose of the VOI. (although I have never seen a VOI).

I know you originally wanted an EOY Silver but they sold you an EOY Gold. The standard policy of SVO then is that you can later buy the remainder EOY for the difference between what you paid and the price of the EY. In the case of the EY gold it would be $3,500.

You thought that they would cancel the EOY Gold and then apply that to a Silver. Although I have read on TUG that SVO will give you credit on a prior purchase to "upgrade" to a higher level time period or another resort (WKORV to WKORV-N) this appears to be a "downgrade" from gold to silver.

It is unfortunate that you were mislead. But, there is a bright spot and that is you will have MORE StarOptions with Gold to help you to 5*Elite.

I think you should purchase the other half of the gold (since it is cheep) and then recalculate what you still need in your effort to requalify to 5*Elite.

 

[Henry M.]

Maybe someone in Portfolio Services (800.743.7654) could help you. Sometimes you have to try a few different departments before you find someone sympathetic enough. he other avenue is to keep going up the management ladder of the people that sold you the property.

 

[myip]

Maria:

I understand your issue, but practically speaking SVO goes by the book and does not make deals that are non-standard.

The basic policy is that if you buy an EOY then later you can buy the other half EOY to make an EY. I think that is the purpose of the VOI. (although I have never seen a VOI).

I know you originally wanted an EOY Silver but they sold you an EOY Gold. The standard policy of SVO then is that you can later buy the remainder EOY for the difference between what you paid and the price of the EY. In the case of the EY gold it would be $3,500.

You thought that they would cancel the EOY Gold and then apply that to a Silver. Although I have read on TUG that SVO will give you credit on a prior purchase to "upgrade" to a higher level time period or another resort (WKORV to WKORV-N) this appears to be a "downgrade" from gold to silver.

It is unfortunate that you were mislead. But, there is a bright spot and that is you will have MORE StarOptions with Gold to help you to 5*Elite.

I think you should purchase the other half of the gold (since it is cheep) and then recalculate what you still need in your effort to requalify to 5*Elite.

I am OK to pay more but it is the principle and how this was handle. The last straw is that I have been trying to upgrade to Silver Annual since Dec. The sale manager keep on saying there is no inventory and try to sell me the GOLD. I almost upgrade to GOLD annual but the last minutes, I found out from the telesales that there is inventory for the silver. I was kept in the dark. The manager keep saying I was able to upgrade to silver annual (when inventory is available). I only find out my VOI is useless when I try to exercise with the telesales.

I just felt that the sale manager is accountable for the lies - even in writing (email). He can't get away with it. I left it with the Consumer Affairs to send me an official letter from Starwood of where it stands. I am not going to make their life easier buy blowing me off on the phone. The only things they allow me is to buy the GOLD EOY (the otherside) and maybe give me an 15000 staroptions as a bonus... I have until October to decide whether I want to excerise the other half.

At this point, I don't really care about 5*Elite because I am brewing MAD I am already Hilton Platinum - I don't need to be 5*Elite Starwood. I thought it will be nice but not a essential. I may decide to sell off my excess Starwood timeshares. I am already 3 * and may just leave things as is. I just save myself $$$ on further investment in Starwood.

 

[Henry M.]

I think you are right about the principle of the whole thing. Keep going up the ladder and don't let them off so easy.

 

[duke]

I think you are right about the principle of the whole thing. Keep going up the ladder and don't let them off so easy.

I agree.
Duke