| We get it. Timeshare companies are in business to make money. Why companies like Diamond Resorts make money is no mystery. How they go about making money it is what actually makes their customers so darn upset. Sales agents who make promises they know they can’t and won’t keep… …and customer service staff who offer suggestions that can’t and won’t help… …are both rewarded by company executives who can’t and don’t care. Rosario and Lorraine, from Medford, New York, found out just how much disdain Diamond has for its customers, thanks to a behind the scenes glimpse provided by their daughter. We read all about it in the letter their lawyer sent to the Florida Attorney General’s office – just one of the 2,170 pages of complaints about Diamond the office has on file. When Rosario and Lorraine first purchased their timeshare ten years ago, “[they] repeatedly told Diamond’s sales personnel that their main purpose in purchasing a timeshare was to be able to vacation on the east coast of the United States on dates that were convenient for their children, who both work in education and are off from work during school holidays.” “They also told them that they were both retired, and [Lorraine] did not fly. Therefore, they could only go to destinations that were within driving distance.” “[The Diamond agent] assured our clients that they would never have a problem getting the weeks they needed in order to travel with their family even during peak periods.” A promise Diamond didn’t keep. What a surprise! “And in spite of all the expense, [they] have not been able to access the resort network as promised. In fact, our clients have only been able to reserve vacation intervals on a few occasions since having joined.” “Our clients’ daughter and son-in-law also tried to use the timeshare to vacation at the Dunes Village Resort in Myrtle Beach, South Carolina, and they were told that there was no availability.” Then they had an idea. “They paid on their own for the same place at the same time and were told when they got there that management only makes a few rooms available for timeshare owners, and the rest are for paying customers.” Excuse me? Did that say “PAYING” customers? Rosario and Lorraine ARE “paying customers”! “Their maintenance fees have been increasing over the years, and they are now paying close to $3,000 per year. This is in addition to their monthly mortgage payments, which are approximately $500 per month.” That’s right. Despite sending Diamond nearly $9,000 a year, Rosario and Lorraine aren’t even considered “paying customers.” It sounds like Diamond’s needs to build in some respect for its timeshare paying customers!! Mark Wang could make that happen. He’s the CEO of Hilton Grand Vacations, which purchased Diamond Resorts in 2021. Let’s email him at mark.wang@hgv.com and ask if he knows what it means to be an actual paying client? Let’s also email Jason Gamel, the President and CEO of the American Resort Development Association (ARDA).He represents timeshare companies in Washington, DC and you would think he should be very concerned about Diamond’s disrespect for its paying customers. Jason’s email is jgamel@arda.org Are you getting the respect you deserve from your timeshare company? If not, use this list of ARDA VIPs to contact its leaders and demand better. Have you been dissed by a timeshare company? Let us know at info@timesharefacts.com PS: Follow us on social media. Twitter Facebook Instagram |
