Deseret Morning News readers have plenty of tales about the good, bad and ugly that they personally found in the timeshare industry, offered in response to a series last week about financial traps there that can ensnare the unwary.
They range from stories about how more than 900 people allege they were not given promised gifts (or were given worthless ones) by Westgate resorts; the chief of Westgate writing that his company has been portrayed unfairly; many who tell sales-pitch or reservation horror stories; and some who say how they love timeshares.
The Christensen & Jensen law firm noted that one of its clients, Consumer Protection Group, says in a lawsuit that about 900 people have assigned to it their claims that the Westgate Park City resort cheated them by not delivering promised gifts for listening to sales presentations.
For example, the suit alleges that many were promised digital cameras but were given cameras that "had been rejected by the manufacturer (a fact stamped in code on the back of the camera case) and that did not work. Indeed, when connected, the camera at times caused serious problems to the consumer's computer."
It also alleges that many were promised trips, but Westgate "treated the consumers differently depending on whether the consumer had purchased a resort timeshare or not. Westgate stamped 'owner' on the certs (certificates) given to those who purchased ... to alert NRC (a national redemption center) to actually give the promised trip."
The suit alleges that so many catches were included in certificates for trips (such as not allowing use for weeks before and after holidays, and blacking out other high-season use periods) that few people, even among owners, ever received the promised trips. It added that trips were not free as promised and required a substantial deposit. The case is pending in 4th District Court in Provo.
Unfair portrayal?
Meanwhile, David Siegel, president and chairman of Westgate resorts, wrote an e-mail complaining his company had been portrayed unfairly. For example, while stories said the Better Business Bureau of Central Florida had received 509 complaints about Orlando-based Westgate in three years, he noted the BBB says Westgate has "a satisfactory record" because complaints have been resolved.
He said that despite claims to the contrary in the series, customers are warned that purchases should not be considered as investments and that Westgate will not resell units for owners.
"We actually have a list of disclaimers that the people go over and initial saying they understand that this is not an investment, we are not going to resell the week for them, we are not going to rent their week for them and on and on."
Siegel added, "We pride ourselves on running a very clean operation, and I would venture to say that our customer satisfaction is near perfect."
Unhappy owners
But reader Shane Honey was one who was unhappy. After reading the series and researching the resell value of the Westgate unit she had just bought, she decided to exercise her rescission rights.
"On the Internet we found this same type of condo for $30,000 less than what we paid for it. We bought it as an 'investment,' and it was told to us to be such. We feel like suckers but also feel so lucky to have your article as a great eye-opener," she said.
Chris and Johanne Cleveland of West Jordan wrote they wished the series had been written before they bought a timeshare at the Westgate Park City three years ago.
"Since then, we have attempted to use our 'owner' vacation amenities on several occasions, only to be informed that they were 'booked up at that time,' but we could stay for a 'special' reduced rate in an available unit. Needless to say, we were not happy and tried reselling. ... We have only met with more aggravation and expenses trying to unload our unit."
Robert Hendricksen of Kearns was among others who complained about Westgate. He said he received a call from Westgate two weeks ago offering him a weekend stay in exchange for listening to a sales pitch, but then Westgate "dropped me like a hot stone as soon as I said I was a widower."
He said while Westgate said it would sell him a timeshare, it would not give him any perks to attend because he is a widower. Hendricksen complained to the Utah Attorney General's Office and the state Department of Commerce. "Both told me it was not a case of discrimination, and they were comforted to hear that the timeshare people had some standards."
Readers had horror stories about other timeshare companies, too.
Cindy Jacobson of West Jordan wrote, "My husband and I purchased a two-bedroom timeshare for every other year at the Marriott Grand Chateau in Las Vegas in June of 2004.... The salesman tried every tactic to get us to buy, and we were about to walk away when all of a sudden he mentioned to us that Marriott will even buy our timeshare back from us at any time. So, gee, with that information, what did we have to lose? So we decided to buy it for $11,900.
"Now it's two years later, and we have tried contacting Marriott to sell our timeshare back, but they have informed us that we have to wait five to six years until all the units have sold out. Plus, it would be for about 40 percent less than what we paid for it. We were flat out lied to and feel that should be illegal."
Inside information
Mike Williams said he had worked five years as a vacation planning counselor for the Marriott Vacation Club. He said he found that despite promises to the contrary, it was often impossible for normal owners to obtain the most desirable weeks within their ownership periods — such as during the Sundance Film Festival in Park City, when units might be rented by lucky owners for as much as $1,000 a night.
"If you called right at opening at 7 a.m. the day they were supposedly first available, you would find they were gone." He said they were always given to "priority owners" first. "You know how many reservations I made (for regular owners) for the week of the Sundance Film Festival through the years? None."
Janet Daniel of Vernal said she had good and bad experiences with a timeshare at Lake Tahoe. She said the first three years were good, then the resort cut services (including not opening the swimming pool, not removing snow from tennis courts and not offering clean linens), despite increasing maintenance fees. Vacations were no longer fun. Her family eventually sold it but only for a quarter of the original cost.
"In sum, we have three years of great Thanksgiving memories at Lake Tahoe. The next 10 years almost took away all of the good memories," she said.
George Munton said he felt deceived by an offer that began with a mailing to him with a Hampton Inn logo displayed but which was from a timeshare company instead.
"The card offered a three-day, two-night vacation at one of its hotels in exchange for listening to a new concept in low-cost vacations. We were told that this was not a timeshare. We were to be given $50 and gas vouchers, a vacation at a hotel for three days and two nights, and dinner for two at several restaurants. The presentation was to be held at the Hampton Inn in Orem."
He said when he declined to buy a timeshare at the presentation, "We were given worthless vouchers," he said.
He said that recently, "We received another card with Marriott on it. I called to see what they offered. Guess what, (it was really) Trendwest. When they offered all the same thing the other company offered, I knew it was the same type of offer."
Happy customers
Many readers also told how they love timeshare vacations and how they can be a good deal. Glen Biesinger of West Jordan was one, and told how he loves the timeshare points he purchased through Trendwest.
"We have traveled more in the past seven years than the previous 18 years combined (about how long we have been married) in large part because of our timeshare ownership. It makes you take a vacation every year....
"The properties have been first class, all with kitchen facilities, which saves a lot on your eating-out bill. They have plenty of room, are always up to date and clean.... I would sure do it again, and am very glad that we did."
Another happy Trendwest owner is Lindsay Wolsey of Payson. "We are really glad that we bought into our timeshare, because it forces us to take a vacation each year."
Stephen Garlitz, who has sold timeshares for Trendwest, said flexibility is a key to how well owners will enjoy them.
"If a person will research things carefully, they can get great deals. If they do not, then they will be (hurt). We have friends who just bought at a Westgate resort in Orlando and $15,000 for every other year.... They have tried to sell, and the only offer they have had is for $4,000. We just booked at the same resort on travelocity.com for $199 per night for a three-bedroom unit," he said.
E-mail: lee@desnews.com