$70 Assessment to TheClub Members - "Club Special Fee"

[opkansas Senior Member Find all posts View Profile Close opkansas]

Spence, I was calling this morning re: a deposit I was making in Club Select - fax receipt acknowledged receipt at resort AND receipt at Diamond on 5/2/08.

Anyway, I was told I was the 4th caller and I would be answered in 4 minutes. 11 minutes and 59 seconds later I was answered. Nice person but NO ANSWER (as usual). They will "call me back." Will advise about their expediency.

I did not hear from them on Wednesday. 24 hours past.

Did not hear from them on Thursday - 48 hours past.

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

I did not hear from them on Wednesday. 24 hours past.

Spence, I was calling this morning re: a deposit I was making in Club Select - fax receipt acknowledged receipt at resort AND receipt at Diamond on 5/2/08.

Anyway, I was told I was the 4th caller and I would be answered in 4 minutes. 11 minutes and 59 seconds later I was answered. Nice person but NO ANSWER (as usual). They will "call me back." Will advise about their expediency.

Did not hear from them on Thursday - 48 hours past.

Looks as if that retroactive SA has bought us some great customer service.

[Spence Super Moderator Find all posts View Profile Close Spence]

Looks as if that retroactive SA has bought us some great customer service.

Anytime you have unexpected charges appearing across the spectrum of the membership your customer service lines are gonna get clobbered.

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

Anytime you have unexpected charges appearing across the spectrum of the membership your customer service lines are gonna get clobbered.

I think the key word here is unexpected. DRI did a very poor job of letting people know that they were going to close the India CS office down, bring it to the U.S. and then charge members to accomplish their task (for the betterment of all owners whether we think so or not).

Still, if you're going to charge a fee retroactively and say that it's for improved customer service, you had better plan on getting clobbered and staff so that customer service is indeed improved. Otherwise the move could backfire in your face and make matters worse rather than better. If you could see them getting clobbered, why couldn't they see it and plan accordingly?

It's not just about DRI making changes that they think will improve the company. It's about managing those changes so that they do in fact improve the company and keep the customers happy.

[Spence Super Moderator Find all posts View Profile Close Spence]

It's not like they have to account for the fee, they could have just scheduled the increase for next year and made up for it over time. While I don't agree with 'retroactive' I think supplemental is a better word for what they've done.

I think the key word here is unexpected. DRI did a very poor job of letting people know that they were going to close the India CS office down, bring it to the U.S. and then charge members to accomplish their task (for the betterment of all owners whether we think so or not).

Still, if you're going to charge a fee retroactively and say that it's for improved customer service, you had better plan on getting clobbered and staff so that customer service is indeed improved. Otherwise the move could backfire in your face and make matters worse rather than better. If you could see them getting clobbered, why couldn't they see it and plan accordingly?

It's not just about DRI making changes that they think will improve the company. It's about managing those changes so that they do in fact improve the company and keep the customers happy.

[opkansas Senior Member Find all posts View Profile Close opkansas]

Quote:
Originally Posted by opkansas

I did not hear from them on Wednesday. 24 hours past.

Quote:
Originally Posted by opkansas
Spence, I was calling this morning re: a deposit I was making in Club Select - fax receipt acknowledged receipt at resort AND receipt at Diamond on 5/2/08.
Anyway, I was told I was the 4th caller and I would be answered in 4 minutes. 11 minutes and 59 seconds later I was answered. Nice person but NO ANSWER (as usual). They will "call me back." Will advise about their expediency.

Did not hear from them on Thursday - 48 hours past.

Looks as if that retroactive SA has bought us some great customer service.

Did not hear from them on Friday - 72 hours past.

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

It's not like they have to account for the fee, they could have just scheduled the increase for next year and made up for it over time. While I don't agree with 'retroactive' I think supplemental is a better word for what they've done.

So long as I'm paying now for something they've already done and didn't budget properly for it, I'll consider it retroactive. Even if you call it supplemental it's the same thing. They didn't collect enough money in their budget so we ended up with a surprise bill the was due in a short period of time that owners did not put in their budget. IMO, that's poor management. The rest is just symantics.

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

Quote:
Originally Posted by opkansas

I did not hear from them on Wednesday. 24 hours past.

Quote:
Originally Posted by opkansas
Spence, I was calling this morning re: a deposit I was making in Club Select - fax receipt acknowledged receipt at resort AND receipt at Diamond on 5/2/08.
Anyway, I was told I was the 4th caller and I would be answered in 4 minutes. 11 minutes and 59 seconds later I was answered. Nice person but NO ANSWER (as usual). They will "call me back." Will advise about their expediency.

Did not hear from them on Thursday - 48 hours past.

Did not hear from them on Friday - 72 hours past.

And this is exceptionally poor customer service that has cost owners an additional $70. If you're going to bill more, you'd better return, at the very least, equal quality to what your replaced. In a perfect world you'd better be doing what you said you were going to do. That is to improve customer service.

[llsafety Junior Member Find all posts View Profile Close llsafety]

Need your assistance

I apologize for posting this here. For the life of me I can't figure out how to start a new thread. I see that you are discussing Diamond Resorts.

Yesterday, I bought a 3000 point program for around $9500, about $650 in MF. They gave me unlimited Club Select?.... which I really liked. Our goal is to go different places, so I am don't really care about coming back to the home base where we purchased (St. Maarten). We are flexible in when we can travel so the Club Select getting deals when under 60 or 30 days sounds appealing.

I found this website today and am reading about the deals people get on Resale. Most of what I am reading seems to be people with "week" instead of points. I also read some horror stories and am now questioning whether or not I just made a good decision or not.

How can I determine if I just paid too way too much for what I am receiving and find a Resale that gives me the same for much less?

I greatly appreciate any assistance and guidance you can provide me.

Thanks in advance!

LL

[lawren2 Malibu Beach Barbie & A Super Moderator Find all posts View Profile Close lawren2]

I apologize for posting this here. For the life of me I can't figure out how to start a new thread. I see that you are discussing Diamond Resorts.

Yesterday, I bought a 3000 point program for around $9500, about $650 in MF. They gave me unlimited Club Select?.... which I really liked. Our goal is to go different places, so I am don't really care about coming back to the home base where we purchased (St. Maarten). We are flexible in when we can travel so the Club Select getting deals when under 60 or 30 days sounds appealing.

I found this website today and am reading about the deals people get on Resale. Most of what I am reading seems to be people with "week" instead of points. I also read some horror stories and am now questioning whether or not I just made a good decision or not.

How can I determine if I just paid too way too much for what I am receiving and find a Resale that gives me the same for much less?

I greatly appreciate any assistance and guidance you can provide me.

Thanks in advance!

LL

Hello LL and to TS4Ms I have created a new thread for you here: http://www.timeshareforums.com/forum...ssistance.html

Starting a new thread is quite easy. When you access a forum at the top left there is a button to create one top left.

I'm sure you will get good advice of the rescind variety. You have over paid and can get what you want for much, much less.

[winger Senior Member Find all posts View Profile Close winger]

So long as I'm paying now for something they've already done and didn't budget properly for it, I'll consider it retroactive. Even if you call it supplemental it's the same thing. They didn't collect enough money in their budget so we ended up with a surprise bill the was due in a short period of time that owners did not put in their budget. IMO, that's poor management. The rest is just symantics.

poor management.
poor management.
poor management.
poor management.
poor management.

I think this is the purest explanation of what has happened. Doug you get a prize for this IMO.

I remember a term when I was growing up, I forget which US President used it very publicly (Reagan???) - "The Buck Stops Here."

Let's hope Stephen Cloobeck understands this and makes up for this stupid blunder of a move by his team -

I am quite dissapointed by this "blunder" as it paints a picture that Cloobeck does not have a clue how to treat customers with some level of respect. All the good that he has done so far (and he has done many good things) and will do in the future unfortunately will maybe overshadowed by occasional failures like this.

Let me finish by stating this, and I have said this before ... I have invested alot of personal time, money, and hope in DRI (relative to our overall assets, etc.) so I have every reason to see DRI succeed so it's members will benefit with priceless, unforgettable vacations with loved ones, and I for one do not mind paying for improvements as nothing comes for free. I do have high expectations in DRI's management, and I will not hold back when I see something wrong. Although I may overreact at times, the intent is all good in all sincerity.

[brucecz Moderator Find all posts View Profile Close brucecz]

"The Buck Stops Here." was President H. Truman.

Bruce

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

poor management.
poor management.
poor management.
poor management.
poor management.

I think this is the purest explanation of what has happened. Doug you get a prize for this IMO.

I remember a term when I was growing up, I forget which US President used it very publicly (Reagan???) - "The Buck Stops Here."

Let's hope Stephen Cloobeck understands this and makes up for this stupid blunder of a move by his team -

I am quite dissapointed by this "blunder" as it paints a picture that Cloobeck does not have a clue how to treat customers with some level of respect. All the good that he has done so far (and he has done many good things) and will do in the future unfortunately will maybe overshadowed by occasional failures like this.

Let me finish by stating this, and I have said this before ... I have invested alot of personal time, money, and hope in DRI (relative to our overall assets, etc.) so I have every reason to see DRI succeed so it's members will benefit with priceless, unforgettable vacations with loved ones, and I for one do not mind paying for improvements as nothing comes for free. I do have high expectations in DRI's management, and I will not hold back when I see something wrong. Although I may overreact at times, the intent is all good in all sincerity.

You're only a few decades off. It was Truman who said "The buck stops here."

I wonder how everyone will feel if all resorts start getting hit with SA's. SA's are caused by not enough money being placed into the reserve to cover both known and unexpected future expenditure (by unexpected I mean there should be adaquate reserves to offset the surprises that come along). If the HOA/BOD, which is generally controled by DRI, does not place enough into the reserve owners get hit with an additional financial obligation or forfit their ownership. This is especially true for trust based ownerships where it appears DRI can reclaim a trust if an owner is 90 days past due on any payment. To be suddently asked for additional money, no matter how small, is irrisponsible on management's part.

If we're going to build a better and stonger company, it must be done responsibly. DRI has relied on SA's to keep Polo Towers up to DRI's standards. Personally, I feel it would be better to do this through regular deposits into a reserve fund over an extended period of time rather than asking for a large lump sum of money periodically in addition to the owners MF payments. Sunterra didn't do this and DRI hasn't done this in the past. If this does not change, owners can expect surprise assessments in the future just to maintain what they thought they were paying the management company to do all along. IMO, this is not good business practice.

The inability to plan appropiately for the transfer of customer service is but one small example. $70 should not break anybody but, it's something that should have been planned for all along. What makes it worse is the apparent lack of customer service along with the exra fee and the customer service center being relocated. I am fast losing face that the return of Mr. Cloobeck will have any significant effect on the management of DRI.

[Ryne08 Senior Member Find all posts View Profile Close Ryne08]

Does any have any clues that someone from DRI is still monitoring this Forums?
Two weeks ago, the CEO son was staying at Greensprings Vacation Resort in Williamsburg,VA. and staff were scare of more changes at this resort. The long time Security Chief, James Royal at Greensprings was terminated several months ago. Some staff were complaining about not receving their bonuses at the resort.

Everything at the resort looked great. All the outdoor and indoor pool problems have been fixed. Plus they have upgraded all the outdoor and indoor pool furniture and it was not the cheap stuff. This is a good sign that the old resort mgr is no longer in charge of the resort. A new resort mgr have been hired and is own the resort property grounds. I did not meet him. Stewart is his last name.

[timeos2 Senior Member Find all posts View Profile Close timeos2]

SA are going to be rampant at many resorts

You're only a few decades off. It was Truman who said "The buck stops here."

I wonder how everyone will feel if all resorts start getting hit with SA's. SA's are caused by not enough money being placed into the reserve to cover both known and unexpected future expenditure (by unexpected I mean there should be adaquate reserves to offset the surprises that come along). If the HOA/BOD, which is generally controled by DRI, does not place enough into the reserve owners get hit with an additional financial obligation or forfit their ownership. This is especially true for trust based ownerships where it appears DRI can reclaim a trust if an owner is 90 days past due on any payment. To be suddently asked for additional money, no matter how small, is irrisponsible on management's part.

While I agree that the former Sunterra resorts are very much exposed to the possibility (even probability?) for special assessments due to lack of proper funding in the past they are far from alone. Our Wyndham (formerly Fairfield) home resort also seriously under funded reserves resulting in a 3 year - $220/week assessment. And guess what? They also have the majority of the Board made up of Wyndham employees who, surprise, favor keeping fees low to help sales! Buyers aren't aware that the "low" annual fee of $480 per week is actually $700 with the SA. Sure they are told (they have to be) but it gets stated in a way ("Oh, this year there is also a supplemental of $220 but that ends in 2008") that it may go unnoticed.

Even owner controlled HOA's aren't immune. Ask Spence about Cypress Pointe Grande Villas. That Board has tried for years to make up for the extremely poor management and low ball reserve funding under the old Sunterra team but finally had to give in to reality and sock owners with a $763 / 3BR week SA to right the ship. So owners there got hit but the Trust owners will ALSO be hit as the Trust has to pay for their weeks just like every other owner. So that $763/week goes into the pooled annual fee amount as will any SA's from any other Trust resort. Plus the Trust overhead fee (a percentage of the total fees so DRI makes money when fees go up) so you can easily see why I don't think that long term "pooling" fees from all resorts will actually mean lower average fees as they say when they sell it but will really be a higher fee.

Special Assessments are a timeshare/condo fact of life unless your Board has the gumption to properly fund reserves and operations at realistic levels. It is very tempting (and popular in the short term) not to do so and far too many Boards fall into the trap of artificially low collections.