Complaint Review: Hilton Head Guest Services - Woodstock Georgia

I am sorry to hear you have had a such a negative experience! I am Christy Patrick the GM of the Anniston, AL sales office. We do have an extended team that stretches over the southeast and based on the information I see you might not have spoke to the original office that sold you the package. Each office has different promotions based on customer preference. I know ANY vacation product sold from our company will be honored based on the exact agreement made between our customers and their knowledgeable represenative. I also know the amount you were charged can be broken into 2 charges (for example $99.00 +$60= $159.00. The total amount will never be a penny more than agreed upon. If a vacation location is given as an incentive (freebie) for purchasing the vacation now, it is free. We do not need to give things to get people to go to HHI, however we do realize how important it is to give our customers extras when we can since most people didn't wake up expecting to buy a vacation today. Everyone needs, wants, and deserves a vacation. I would be happy to personally assist you in scheduling your HHI vacation. I will also make sure you do receive your FREE Florida vacation. You can reach me Mon-Thurs 3pm -8pm central and Fri & Sat 8am -12 pm @ 1-800-771-1368. We are the #1 provider of tourism to HHI and we won't risk our reputation for any price. I look forward to your call. Christy Patrick

First of all do you have your original paperwork that came through email or reg mail? That states EXACTLY what you get. If you paid what was your florida vacation to include? Was it orlando or datona? Possibly both? The gifts that you were to recieve should still be there for the location you still have. Also ask them to give you 18 months instead of the 12 they can do that with no fee. I am shocked that they gave you the 60 back we have a no refund policy at the callcenter that I work at also. How long has it been since you purchased your package? Post again and I'll try to help you. We don't like unhappy customers. W Original Post: My wife had been solicited by a time-share company to purchase a reduced-price vacation for 159.00. The telephone solicitor talked her into adding a free Florida vacation. Upon receipt of the paperwork, she noticed that she had been billed 60.00 for the 'free' vacation. She spoke with someone and decided to not contest it, as she felt that we would use that trip. The vacation offers many 'freebies' for listening to the sales pitch. Six months later, we have still been unable to use the trip for various reasons. I phoned teh company to explain that my wife has health issues that will prohibit the use of this package. I have made several calls to the company to be told each time that the 'no refunds' policy is stated on the back of the confirmation letter. Through numerous e-mails to the office manager (Tracy Moss) of the company, I am adamantly told 'no refunds'. She did finally agree to refund the 60.00 that was charged to my crdeit card for the 'free' vacation, but has reneged on the offer for the list of freebies for the original vacation, and refuses to refund that original portion of the telephone-solicited purchase. I am not sure how she can legally take away a part of what was sold. She said it is because of teh 60.00 refund (that she made clear she does NOT have to refund!). She also tells me that she has a recording clearly showing that my wife was aware of the 'no refund' policy. My wife does not recall this part of the conversation, undoubtedly masked by the high-pressured sales techniques that are employed (doesn't a FREE Florida trip sound good enough to make you want to buy the Hilton Head trip?!!!). Their customer service is abhorrent. Tracy Moss refuses to share the contact information of her supervisor (In fact, says that she does not have one). Additionally Tracy Moss refuses to share contact information for the company that employs her. Their tactics are unethical, and I woudl guess illegal on some level. Mwb5 Indian Trail, North Carolina U.S.A.