Not Sure About SFX

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

Okay...so, here is the scoop:

I deposited a PRIME week into SFX last year - Bluegreen's Solera Surfside Resort during March (college spring break week), a two-bedroom ocean front unit that cost me 18,000 Bluegreen points. I immediately placed several requests into the SFX system online. I heard from one rep a couple of times who had weeks that didn't really match what I had requested (and all were in one-bedrooms or studio units). This was late last summer, and I haven't heard a word since. I have tried several times to contact my rep, and I found out recently that she is no longer with the company. I had a bonus week, that they now told me has expired (she promised it would not). I feel like I have been completely ripped off, giving up a fabulous week and not getting anything in return. Is there anyone out there who can help me with this? I am willing to change my request, as I would much rather get SOMETHING than NOTHING for all that time. Most people don't even OWN that many BG points! :-) Please help; I'm at the point of reporting this to the BBB or some other agency.

Very unhappy with SFX at this time.

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

Okay...so, here is the scoop:

I deposited a PRIME week into SFX last year - Bluegreen's Solera Surfside Resort during March (college spring break week), a two-bedroom ocean front unit that cost me 18,000 Bluegreen points. I immediately placed several requests into the SFX system online. I heard from one rep a couple of times who had weeks that didn't really match what I had requested (and all were in one-bedrooms or studio units). This was late last summer, and I haven't heard a word since. I have tried several times to contact my rep, and I found out recently that she is no longer with the company. I had a bonus week, that they now told me has expired (she promised it would not). I feel like I have been completely ripped off, giving up a fabulous week and not getting anything in return. Is there anyone out there who can help me with this? I am willing to change my request, as I would much rather get SOMETHING than NOTHING for all that time. Most people don't even OWN that many BG points! :-) Please help; I'm at the point of reporting this to the BBB or some other agency.

Very unhappy with SFX at this time.

Ahzroe - thank you for your post. A couple of things... first please p.m. me your name and account number. I can then verify your information and publicly respond.

Second of all, your claim of someone telling you a Bonus Week not expiring is not accurate at all. It is very clearly stated in multiple locations and especially in the Bonus Week offerings, there is an "Expiration Date". It could not be any clearer.

We look forward to receiving your name and account number, and then we can verify your other information and respond.

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

I'm sure Mark from SFX will be in touch with you very soon. They have a very good reputation for resolving customer problems. What they very definitely don't like is unhappy members.

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

Thanks for such a quick response Mark! I sent you the PM with the information you requested. I apologize for the miscommunication on the Bonus Week, maybe that is why my rep no longer works there!!

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

Thanks for such a quick response Mark! I sent you the PM with the information you requested. I apologize for the miscommunication on the Bonus Week, maybe that is why my rep no longer works there!!

ahzroe - thank you for your reply. Actually that is not the reason the rep is not working with our company any more. She was with us for nearly 10 years, and now is enjoying being with her baby.

Do you have any problem with me discussing your requests publicly in response to your original posting? Do we have your permission to do so?

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

ahzroe - thank you for your reply. Actually that is not the reason the rep is not working with our company any more. She was with us for nearly 10 years, and now is enjoying being with her baby.

Do you have any problem with me discussing your requests publicly in response to your original posting? Do we have your permission to do so?

I have no problem with you discussing my request publicly. Please proceed!

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

I have no problem with you discussing my request publicly. Please proceed!

I reviewed your account and see a very different picture from the one you painted. It is not our policy to discuss customer transactions online, and I believe it is also against this BB's rules, however in this instance we feel there is a need to respond accordingly.

Here is a Summary. If you want more specific details we will provide them to you.

In late April and May of 2006, you had placed 5 requests for weeks starting June 15 to 22, 2006 in prime locations such as NY, Hilton Head, Williamsburg etc. Giving us only about 6 weeks notice for space that is usually booked months in advance, and no flexibility on travel dates. The agent advised you of the extremity and difficulty factor. This was an unreasonable placement of requests for prime time on such short notice.

On 4/10/06 and 5/12/06 you submitted additional new requests for May through August 2007 for multiple choices including San Francisco, NY, Hilton Head etc.

On 6/9/06 your agent called you and left a message offering you an "exact" match for the Nob Hill Inn 5/25/2007. It was placed on hold for you for 24 hours. You did not return the call. An exchange fee of $149 was due and payable for an exact match.

On 7/5/2006 you called the agent, and advised... "you wanted something near the Wharf". Agent kindly gave you a one-time waiver on the exchange fee that was due.

On 10/30/06 at 9:11am PST - the agent contacted you, and left you a message offering another "exact match" for Powell Place on Nob Hill for premium time, July 13 to July 20, 2007. The unit again went on hold for 24 hours. Again you did not return the call.

On 11/1/07 at 11:01am PST - the agent called you again for the second time regarding the week. Unfortunately, you did not return the call. An exchange fee of $149 is still due and payable for the exact match.

On 12/7/06 - another week matched to one of your requests. The supervisor suspended any further processing your requests, as we had not had any return calls from you and there were 3 exact matches, with fees due. Everything stated above is recorded and verifiable.

There were 2 phone numbers we called you on and left multiple message. One ended in ..90 the other ..83. Are these numbers still current??
With regards to the bonus week... it is "clearly stated" in the Terms & Conditions that you agreed to, there is an Expiration Date. No members are ever advised to the contrary.

At this time, you need to respond to accounts@sfx-resorts.com advising what you current phone number is, and to discuss the outstanding fees due.

We can then review any pending requests and spend some time going over procedures about responding to offers in a timely manner... no matter which exchange company you use. If you are not sure of procedures, we will gladly spend whatever time is necessary to help you. Hope this helps…

[bigfrank Administrator Find all posts View Profile Close bigfrank]

I am requesting that you guys take this privately as we do not want private info posted.

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

Thanks, Mark, for a concise example of how policy and procedure is implemented in a specific case. I appreciate that.

I hope everything works out...

Pat