March 15, 2024
MARK & ROBERTHA XXXXX
Contract Number: XXXXX
Dear Mr. & Mrs. XXXXX
Thank you for your recent correspondence. Since customer service is very important to us, we appreciate you summarizing your concerns regarding the above-referenced account. To recap those concerns, you feel as though the representations made during the sale did not reflect the information contained in the paperwork signed at the point of sale.
We have reviewed all the documents and disclosures provided to you at the time of sale and we are confident that ‘Ne have complied fully with the applicable laws of Florida, where the sale occurred, and where project is located.
One of the concerns you mentioned was that you are having difficulty booking a reservation due to unavailability. In terms of booking a reservation, we cannot control the availability of properties when an owner would like to stay in one of our resorts. We encourage our owners to book in advance at the properties in which they would like to stay. Furthermore, certain properties may not be available due to the number of points needed to book a stay. If you have any questions regarding booking and/or availability, please feel free to contact the Club Department directly at XXXXX XXXXX
You also mentioned that you ‘Here told that you could exchange your timeshare benefits for any other vacation destination and found this to be untrue. We would like to assure you that your timeshare benefits do allow you to transfer your points into our XXXXX XXXXX program as well as RCI. Reservations, of course, are dependent upon points, location, and availability.
Another concern you mentioned was that you ‘Here told that the timeshare was presented as a property that would increase in value. Unfortunately, we have no control over the parameters that determine what the property is currently valued at.
We are in receipt of your recent question regarding your Homeowner’s Association fees. Please note that as an odd year owner, your Assessments are due every other year. Ho’Never, Club Dues are required annually as you still have access to utilize your membership through stretching, borrowing, exchange programs, and Open Season reservations.
Although we do not accept the accuracy of the allegations made, we have reviewed your request as well as the status of your account and based upon our review, we are offering you a Voluntary Surrender of your property. With a Voluntary Surrender, you transfer the title of the vacation ownership interest back to XXXXX XXXXX Corporation and/or its affiliates and there will be no refund of any monies paid towards the purchase price, Loan or Maintenance fees.
Please review the attached Terms and Conditions, as this letter constitutes an agreement bet’Neen us and you (“Agreement”). If you agree to the terms and want to proceed with a Voluntary Surrender, you must complete, sign, and return the Agreement back to us within fifteen (15) days from the date of this letter.
You can send a signed copy of the agreement by emailing XXXXX XXXXX or by mail to Portfolio Services, Attn: Recovery Dept, 6355 Metrowest Blvd, Orlando, FL 32835. When sending the signed agreement by email, please make