Diamond Resorts
Reviews and Complaints

Whilst waiting and being next at the bar I was ignored by a manager who simply turned her head and stormed off. She came back shortly after thinking someone else must have served us when she saw they hadn't she started serving other customers!
What a way to greet paying customers at a family event. Highly disappointed and won't be spending money here again. A manager should be much more polite cannot believe how shocking rude she was!

On the first day that my husband and I had been on a vacation in over 10yrs, we were asked to go to a timeshare seminar and for our 2 hrs worth of time we could choose an option of complimentary tickets, but we had to put a deposit down. Right there, we should have walked out. We were finally brought into a room where there were several tables and "agents" meeting with couples. The music was so loud that I could barely hear what the "agent" was saying. They wanted to put me into debt for the rest of my life and children's. They then bring out the sampler. It has now been 4 hours of our vacation that they have taken away from us and holding us hostage because we just wanted the $50 deposit back. We just wanted to leave and felt if we agreed to the sampler we could get on with our vacation. I finally had a chance to look at the locations and noticed SO MANY extra fees and no close resorts that it really is a scam when I was told there are hundreds of resorts around the country. I had to search for the number to cancel and of course they don't make it easy. I unfortunately contacted them 1 day too late to cancel.

on 8/12/19, my husband and I attended a timeshare presentation through Diamond Resort in Cabo, San Lucas, as part of our ownership program. We were asked to attend for the purpose of reviewing our current membership. We had no intention of making any purchases as this seems to be one of their tactics (sell, sell, sell). Our salesperson was Michael Rosenthal, Vietnam War Veteran (very impressive right?) We explained to Michael that we were not in a position to make any additional purchases through Diamond Resort. I had just buried my brother in November and was helping my mother pay for the funeral cost. All this went into deaf ears. 
Michael proceeded to review our current contract and said he could save us money on our maintenance fees. As a matter of fact he could put $2, 000 dollars a year, back in our pocket. 
All we had to do was purchase their maintenance plan for $3995. Instead of paying $199.00 a month in maintenance fees, we would only pay $173.00 for the life of our membership (which is currently 10 years). Michael said he would call the corporate office and have them waive or defer our current maintenance plan fees, if we purchase the one he was offering. We would be fools not to buy they plan (he said). " Why wouldn't you want to put that money back in your pocket?" I asked how all this was possible, how was he able to offer a lifetime price lock. He said, since the purchase was being made in Mexico, we would get more for our American dollars. Michael then called over his sidekick, Carson (I don't have a last name) together they painted a beautiful picture and continued with the pressure. My husband and I finally gave into their pressure, after all we were going to actually save money (so they said). I told Michael, I did not have the down payment of $349 and would need a minute to transfer that from my saving to my checking. Once the transaction was completed, I gave them my debit card. They ran the card and brought back the slip for my signature. Michael was in the middle of telling us his war stories and how his buddy was blown up in front of his eyes. Of course, I am signing the debit slip and not looking at the amount charged because I am paying attention to the old "Red, White and Blue" con man in front of me. Needless to say, my card was charged the entire amount of $3995 and not the agreed upon down payment of $349, for the "Maintenance Plan Package" immediately I received an alert on my telephone from the bank regarding a purchase in the amount of $3995. Before my eyes, my checking and savings account had a zero balance and my credit card that is attached to my checking (for overdraft protection) was used to cover the difference. Unbeknown to me, I have now made a cash advance on my credit card to cover the difference. I then started receiving alerts about overdraft fees, over the limit fees, etc. I was so upset and frazzled. Michael and his boy blunder Carson, apologized and said they would correct it immediately. They said I would have the money back in my account within the next 3-4 minutes. Shortly after, they produced what we thought was our "new maintenance plan contract." Again, shame on me for trusting and allowing this con artist to distract us. A Lot of blah, blah, "I have 18 boats, I fish, I caught a dorado, blah, blah" We signed the contract without reading it, as we listened to all his malarky about his fishing adventures, and his bad knees from the war. After we were done signing and listening to his tall tales, Michael says, "Tell you what I'm going to do for you, I am going to throw in 20, 000 points for you to vacation and I am going to give you a room credit." He calls Carson over and asked how much credit can he apply to our room for our inconvenience with our debit card. Good old Carson laughs and says "give them a $1000 dollars" then he says "$50.00 dollars". We thought, oh chucks, what a nice pair guys (NOT), giving us a whole $50.00 dollars after taking almost $4, 000 from our accounts. Our inconvenience was worth more than $50.00 dollars! We returned to our hotel room and I immediately called our bank to follow up on the transactions and ensure the money was truly returned. The bank did not see a return from the resort in the amount of $3995. I had to open a fraud claim. The final two days of our vacation, we were broke, our bank account was at zero. Michael assured us they had reversed the charges (they gave us a copy). Today is August 16th and the bank has not returned the $3995. I spent the entire time worrying about the money that was taken out of the account. I never gave a second look to the contract we had signed. Once we returned home on August 15th, I looked over the contract only to find we were sold a 20, 000 POINTS RESORT SAMPLER and not the Maintenance Plan they offered us. We were mislead, tricked and conned into making a purchase we clearly told them we did not want. In April 2019, we were pressured into purchasing a sampler while attending another godforsaken presentation. We immediately cancel it the following day, due to financial hardship. Michael knew this! he had copy of our file in front of him and knew we canceled a sampler in April. To add salt to injury, while talking us into the Maintenance plan, Michael said he would throw in an additional 20, 000 points which will bring us to a "Gold Status" for 2 years. Michael was not giving us a thing! he was selling us a $20, 000 point SAMPLER PACKAGE. Michael, basically urinated on our face and called it rain! I have called a few people from Diamond Resort, sent emails begging them to please cancel this bogus contract and issue a refund. Unfortunately, we are already Diamond Resort owners for the next 10 years. We do not need to purchase a Sampler Package. With our currently ownership, we get 7500 points per year. Everyone from Diamond Resort that has returned my call, has basically told me the same thing. "You signed a contract" "We can't do anything" They didn't care how the contract was obtain and the deceit that was used. They were not listening. Heck, we have signed our soul over to the devil. We are now locked with these shady crooks for the next 10 years and now I get to pay them an extra $3995 dollars on top of what I currently owe them. It's really sad, I should have done my homework. In searching the internet and reading other reviews on Diamond Resort, I have found a few people with my similar complaint. They too purchased a Sampler thinking they were purchasing a maintenance plan. I have also filed a complaint with the BBB. I know that I am pretty much doomed and in financial debt with these thieves. I would like to shed light on their shady practices, people need to know what they are in for if they get caught up with this organization. It's really sad, we saw a few elderly couples at our presentation and they too looked confused. I am sure they were scammed too! Shame on you Diamond Resort! What lies in the dark, eventually comes to light. I will never stop writing my reviews about your organization. I hope that my message will save a few poor souls from your filthy grips.

So, this isnt the 1st time we've had this problem. We looked at booking a room over a specific week. Didn't book it right away. We logged in less than 24hrs later and imagine that, they have no 2BR condos left for that week. Every booking site has 2BR condos available, Diamond resorts even has them available for cash purchases. However if you are a diamond resorts member and timeshare owner that wants to use your points, too bad! SOLD OUT! I do have to chuckle as to how the specific room and date we search just happens to always disappear the next day and they are ALWAYS "the last of that room we had available"

I planned a girl's trip to Las Vegas July 12, 2019 - July 15, 2019 for 9 ladies and opted to stay at the Cancun Resort and rent 2, 2-bedrooms units and a penthouse unit as opposed to renting a house. There were 3 ladies per room.
The first issue was with Room **66. The high temperature during our stay was 108-110. The room did not cool down when we returned from being out Friday night. The next morning, Maintenance was called and advised us that there is an issue with the air conditioning cooling down the second bedroom throughout the resort and offered to bring a fan. Side note: Upon exiting, Maintenance was alerted that the remote control in room **63 was not working. The fan did not help in cooling off the room so Sunday another one of the ladies went to the front desk and maintenance was sent up again and somehow fixed the unit.
Sunday morning in Room **64**, 2 of the ladies had several bites on their person which they assumed to be spider bites. They called the front desk and an incident report was taken and they requested the room be sprayed. The resort reached out Tuesday, July 16, 2019 and advised the room tested positive for bed bugs. The major issue is that all 9 ladies were in and out the room fellow shipping and potentially spreading the bed bugs and contaminating the other rooms from July 13 - July 15. Also, notifying that the room tested positive for bed bugs the day after check-out did not allow us to mitigate contaminating our residences. Also, 1 of the ladies went to the doctors due to the bites and was put on antibiotics.
Room **63 had an issue with the remote control that was not formally reported as Maintenance handled it after they brought the fan to room **66. The ADA bathroom also had an extremely dirty bath mat, blood on the shower curtain and 2 dirty white towels in with the clean towels. I specifically spoke to housekeeping about this.

I booked a vacation with my family to Mexico 8 month ahead of the time .i was never advise that this was a all inclusive and that we will have to pay $170 a day per person on top of the point we us . I contacta diamond and first talk to Stacy that she was very nice in the phone and told me she was willing to return my point back to my account ( I do have all that in writing from her ) but she will call me back in 48 hours .
Not only she did not contact me to try to resolve the problem, bit whe my husband call her back she was very rude and did not have any intention of resolving this problem .
I did got a contact for her supervised María Kabel phone number (702) 823 -7500 .I can understand how your company have that kind of person representing the company . Not only she insult me since she start talking to me, she did not want to solve my problem .I do not think that I ever talk to someone as rude as this person, she not only was rude, but she talk to me with no respect, I never try to take advantage of diamond that is not my intension, I will never be, we are not that kind of person .But I guess Maria could not understand that because clearly is not her way .
I only want from her to give me a reasonable answer about my upcoming vacation that is was less than 24 hours away . Take in consideration that I call 3 day before to resolve this and nobody did Anything about it.
Diamond is giving the client misleading information about the services that they provide .And not only that but the wayMaria Kalber,
Operation Vice President, Customer Service treat me I consider dicreminatory .
The missleading information and the discrimination in this case are both against the law .
Is this the Way Diamond resort will like to be represent . As a company that not only discriminate against in my case Latinos, but also lie to them in the information provided ?

hello, contract number: 17962461S
I have a contract under my and my husband name, I registered for a new login access but i didn't receive the confirmation email, then it went for my husband email and got block he used wrong login not the one i chose.
pls arrange to unblock the Account and rectify my email, [protected]@gmail.com.

fayzah alnuaimi

around Oct 1 2018
I hold my timeshare with the Hawaiian property but was informed that only the US property allows its timeshare holders to sell their timeshare in a market place created by DRI and in order to access the forum to sell my shares i have to buy some points with the US property.
I asked to be shown the forum and was told it was at its infancy stage. I bought 3000 more points that i don't need and later found this to be untrue when speaking to another sales person in April 2019

Around April 29 2019
In an update meeting i complaint about my maintenance fees and was told that the US property has a lower fee and I should move my points from Hawaii to US but to do that i have to buy more points.
I didn't want to sign the contract until they can promise me a lower fee as i already have too much points. We put a call to their Finance Dept. who say they can confirm in 30 to 45 days The estimate was lower in the contract and i signed it after much discussion and verification by the sales person.
I checked my account and the fees came in after the 30 days grace period and it came up to be higher. Since its after 30 days i cannot rescind my contract and i was told by the Finance Dept that i should have read my contract and the figure is an estimate.
Great way to scam someone trying to reduce their annual fees.

and because of this additional amount due, i am unable to book any vacation until i pay the increase in fees.
I want to get out of this purchase which was meant to help me reduce my fees and not increase it.
PLEASE STOP THIS DRI FROM SCAMMING PEOPLE WHO PLACE THEIR TRUST ON THEM

5/30/19
Fredericksburg, VA 22407

Dear Diamond Resort Management,

My wife and I purchased week 20 at Ocean Beach Club in Virginia Beach, VA on June 10th, 2010 with contract # [protected] and we checked out of our 2 bedroom (including lockout) ocean front rooms this past Sunday 5/26/19. With the last few years of usage we have noted a lot of negative changes in the quality of the services and condition of the floating ocean front rooms we stayed at and the facility as a whole.

With this year's reservation we requested (in writing on-line and at the front desk with check in) a newly renovated room as we were disappointed as Diamond owners in the previous years. So we provided plenty opportunity for Diamond management to ensure a more satisfying experience this year. But again we were disappointed which has prompted my low survey rating and my personal crusade to do more to notify Diamond Resorts management of the conditions to hopefully make improvements BEFORE we arrive next year.

Here is a list of what we experienced and witnessed this year (room 606 AB) and I'm sure most of it still in despair today if you want your quality control representative to verify 1st hand.
1- Room was not clean
A- Coffee grounds still in coffee pot
B- Spots in carpet, red blood spots on shear curtains in livings room, white spots on couch
C- Bedroom curtains damaged and hanging down on left side
D- Rips in sheets and pillow cases
E- Missing tall lamp in living room (no light near window for reading)
2- Kitchen and appliances not up to pare
A- Missing large glass in kitchen cabinet
B- Cabinet door glass held in with clear tape (afraid it would fall out and break)
C- Microwave oven turntable not operational, Filter missing
D- No dish detergent (could not wash coffee pot, # 1A above)
E- Sink garbage disposal not functional with food particles left and slow water drainage
F- No ice trays in fridge for our beach cooler
3- Bathroom issues
A- The Hot Tub "On Switch" broken (afraid to use in fear of electrical shock)
B- No complementary midweek towel exchange offered (4 wash clothes for the week will not work)
C- Pocket door "Lock" between kitchen and bathroom would not work (not good with grand-kids)
4- OBC facility as a whole
A- Showing signs of wear and tear
1) Indoor pool continuous water fall supply pipes rusty, broken, held with wire clamps, etc
2) Oceanaire 10th floor chair and lounge cushions has rips and wear indications
3) Similar cushion wear in lobby and other places throughout facility
B- Housekeeping
1) No soap in Men's bathroom near restaurant on main floor (where do your employees go ?)
C- We saw TWO separate cases of small dogs physically on the property (in the hallways and
we did not see SERVICE on one of them).
D- Since we own a double unit (lockout) we should receive TWO parking passes (we had to pay
$10/day for the 2nd parking pass. We would like to be reimbursed for that)
E- Due to the large crowd Labor Day weekend we were 6 minutes late to drive out of Parking
Garage and they wanted to charge us $40 per car to leave at 2:06pm ! Owners should
not have to deal with that up charge for being 6 minutes late !

In Summary our family was very disappointed in Diamond management for we continue to pay more in maintenance fees each year but the quality declines. I returned calls and stopped at the front desk to chat with Mr. Victor McElroy (OBC manager) but we did not connect. Continued the efforts this week with Mr. Luis (Diamond rep) and I finally decided to follow up with this letter to Mr. McElroy and others as I continue my efforts to HELP Diamond correct these issues.

Please help,

A concerned Diamond Owner
Charles at [protected]

Membership # [protected]
Got transfer papers from Diamond, signed and submitted $250 fee (yearly membership already paid) and waited. My daughter received no paperwork, did go to a Diamond "meeting" where the "Associates" told her that she had to spend $47000 more to have any rights to use the transfered membership. This was an outright lie since I had previously discussed my transfer with Diamond personnel and gone over all the issues that might arise. Effectively, Diamond is freezing out/stealing my original timeshare investment plus stealing a $250 transfer fee in what is an outright scam. It is unbelieveable to me that the people who took over Diamond after forcing out their previous leaders are outright con men who are allowed to steal, lie and cheat with without and recourse to the agrieved.

I have been waiting over 11 months, will be a year in June, 2019 for $3400 in a refund when I booked a vacation to Maui on June 4th, 2018 last year for March of this year. I have been given the run around, talked to every department they have that they let you talk to. Last one was told they had sent a Email and were looking into it. Diamond have been looking into it for a year not. They will not let you talk to anyone above the supervisors of said departments. Seems the Accounts Department is where it is stuck. I sent the paperwork in showing they owed me a refund of $3400 after taking my points out of my account. I am going to close out my timeshares and take a big loss for me, not them. They even want me to pay the closing costs of closing out of my timeshares. I have nothing good to say about this company.

My husband and I went to the Golden Nugget in July of 2018 for an Army reunion. While we were walking into the Golden Nugget we were approached inside the hotel by a gentleman who noticed the men wearing their Army Ranger hats. Mr. Villatoro stated thank you for your service and we would like to treat you to 4 days & 3 nights for your service. There were 3 couples who Mr. Villatoro offered us this package and when us women stated "the fine print states we have to go and sit through a sales presentation for approximately 90 - 120 minutes" Mr. Villatoro told us to ignore that verbiage and the Golden Nugget wanted us to come back to Vegas and especially since the men were veterans. I have spoken with a gentleman by the name of Mark @ [protected] and he is a manager for Diamond Resorts. Mark stated that we are all out of luck and will refund our $149 that we paid. The problem is that we have already purchased our airline tickets and could only afford to pay for the airline tickets and not airline tickets AND a hotel room. We are very disappointed that Diamond Resorts would take advantage of veterans. The people we were with were planning on coming to the East Coast this year for a reunion since we went to Vegas last year... We only decided to go back to Vegas because of the offer from Diamond Resorts. We are only staying for a weekend and have no interest in a sales pitch; I would hope that you would look into this deceptive practice. The deceptive practice was issued by: Jonathan Villatoro, Issued on: 20-Jul-18 09:51am, Printed by: Jonathan Villatoro on 20-Jul-2018 11:21am. We are hoping you will honor Mr. Villatoro's deceptive offer to us, which is 4 days and 3 nights at the Golden Nugget. Thank you for your time and I truly hope I hear back from someone. My name is Susan Duffy @ [protected].

My wife and I inherited a timeshare by taking over the annual fees back in 2016. Upon our first visit Diamond informed us they were buying the resort and making it part of their US collection. Through an extensive and exhausting presentation where they paraded about 6 sales people with different offers we finally caved in and agreed to sell back out timeshare to buy into their points system since there were multiple properties to stay at. Since then we have bought a sampler package to secure our buy in pricing them agreed to increasing our points this January they lied about the price point and then their sales rep some young guy from the Branson office cursed us out and made a scene in the lobby of one of their other resorts because my wife and I wouldn't sign the contract. Telling us we were nothing but a waste of his time. Funny because they have no problem wasting your entire day of a vacation when you are only required to give them an hour of your time and once you do sign then you are nothing they collect their fees only to ignore any questions or requests. Here we are the end of April and now our existing loan that was to be rolled into the new points purchase has become delinquent trying to affect our good credit when we were told numerous times not to make any further payments because it would mess up the new contract. Weeks have turned into months and this is still
Not resolved even though we had Christopher Loftis the Vice President Od sales from their Florida office get involved. Company lacks follow through their customer service is lousy. To date my wife and I have paid over $20, 000 to date via loans purchases and maintenance fees for three vacations. The last one we took was to spend time with our daughter and grandson who live in the Midwest only for the resort to be overbooked. They tried to send our daughter and grandson off site to a hotel. It wasn't u til we stood our ground and requested as silver members to stay on site. They ended up displacing ya across the resort from one another when we had booked our three bedroom lock off unit months in advance blaming on line third party sales for the overbooking only to find out many units were down due to lack of housekeeping resources and maintenance crews. So we ask where are all of our maintenance fees going if you can't maintain the property and sufficiently staff for your owners. My guess is in upper managements pocket and the CEO which in my opinion none of them are worth what they get paid because no one seems capable of doing their job professionally

I have yet to hear anything from your company in regards to my cancellation and any return of my deposit. I would hope the company is in good standing and will honor the cancellation policy. I have followed every instruction pertaining to what must be done in the cancellation prepossess per your instructions. I have waited ten business days with no response via post, text or email. Please respond.
Contract number # [protected]

We recently visted Williamsburg, VA and were mislead into accepting "a little thing we do for Diamond Members" which was a free dinner to meet other owners. I specifically asked it the was a sale presentation, and the hostess promised it was not. This turned out to be a total misrepresentation. After we finished the meal, we were informed we were required to attend a 90 minute sales presentation the next morning.

The next day, we advised the presenter that we felt we were tricked into attending the meeting and had no intention of buying additional points. She still continued as she was required to do. After we again told her, we were not buying, she turned us over to another person who offered us "this little thing the new owners, Appolo, was doing for current owners, 14, 000 points for $2, 900.00."

The paperwork turned out to be for the Sampler program. He told us they had just started this program and had not had a chance to arrange new paperwork. This was defiantly as lie. We called Diamond to ask a question about this offering and were told there was no" special program" and what we had purchased was the "Sampler Program" and all the rules and regulations that came with it. They told us that the use of the points was limited to specific resorts during specific times, but if we wanted to purchase additional points, we could apply the $2, 900.00 to that purchase.

This was just a way for them to sell us additional points. Watch out for these people. When you think you have figured out, they will come up with another way to scam you.

I'm Shareefa Yasmeen, a new owner with Diamond Resorts, Escrow # [protected], have a problem sending my annual fee due to some lack of system of the banking system in Bangladesh. I e-mailed to THEClub@diamondresorts.com on 5 March 2019, and the automated service said someone would contact me in 48 hours, but I haven't received any e-mail or phone call until now.
I also sent two e-mails to billinghelp@diamondresorts.com, both the times received a reply saying it's a sensitive issue so I was given some phone numbers to contact. The senders of the e-mails are Elkame Francois (27 February, 2019) and Katherine Torres (8 March 2019). I called the Maintenance Fee Department and some other numbers, but could not reach someone who could help.
I have mailed a letter to the Maintenance Fee Department explaining my delay asking for an alternative service.
I'm attaching a copy of my e-mail and letter with this complaint and also asking for a solution to my problem:

"Hello

I'm Shareefa Yasmeen, a new owner with The Diamond Resorts, ( Account # [protected]), recently received two mails from The Maintenance Fee Department and the Reservation Department asking to send my annual fee.

But because there's no online services in the Banks in my country (Bangladesh), electronic fund transfer is not possible for me. The Banks here don't issue vouchers in USD (or any foreign currency) or Credit Cards.

The only option for me is that, if The Maintenance Fee Department gives me their Bank Account, with Account #, Physical Address, ROUT and SWIFT CODE, I can wire transfer my fee into their account.

I made a bank transfer when I bought my unit with TimeShare, and I can continue being an owner only if can make a bank transfer of my fee.

Please respond to this e-mail as early as possible. I'm already burdened with late fees.

Thank You.

Shareefa Yasmeen

385, Uttar Bagbari
Sylhet 3100
Bangladesh"

Date of Incidences:
January 30, 2019
February 1, 2019
February 27, 2019
March 7, 2019

Client Number: 77-[protected]

Financial Services: I have attempted in each of my calls to Financial Services to ascertain why my monthly bill on the DRI MasterCard, which is intended to cover next years maintenance fees (estimated), went down between December 0f 2018 and January of 2019. A simple question, I surmised... however, to my dismay, at each call, I was assured by the financial service representative, that an answer would be forthcoming from someone in "billing." And in the case of Eric, on February 27, 2019, he indicated that he was assured by "billing" that they would call me back the following day. (which by the way, did not occur)

I patiently waited a few more days and called again on March 7, 2019. After Jeff took all of my information, he asked me to hold and he would try to find out the answer to my question. After a lengthy delay, Jeff returned to the line and indicated that the reason that the amount being charged to the credit card decreased was because "not all of my contracts" were covered by the "surepay" (Automatic Payment Authorization for Maintenance Fees and Club Dues) form...

When I inquired how that was possible since my last contract (#[protected]) was incorporated into the "surepay" system on March 7, 2018, the date on the revised surepay form submitted to DRI. Jeff was apologetic, however, not able to satisfy my question with a reasonable answer other than that provided by billing.

I asked to speak to his supervisor, and I gentlemen named Omar UMA (?) finally came on the line and basically indicated the same answer. He indicated that he would send me another form on which I could indicate what amount I wanted charged to the credit card monthly to cover the maintenance fees.

So after 52 minutes on the phone, I still do not have a satisfactory answer to my inquiry... so I asked Omar for the name of the head of Customer Services, and he directed me to email my complaint to DRI.

My complaint is not that I did not get an adequate answer to my inquiry, but that your systems seem very flawed and antiquated for your own people to get real information and answers for your owners. For my billing to drop over a hundred dollars, someone in billing had to make that decision and have a reasonable explanation... and shouldn't the impact party, the owner, be contacted in some fashion or at least, contacted to see if I agree.

DRI's sales people "sold" me on the credit card idea to make advance payments for the maintenance fees. I agree that it was a good idea and eliminated the propect of a large nut (lump sum) payment at the end of the year! As a retiree, I really appreciate the opportunity to pay as I go and not have that type of payment at the end of the year!

This process has not only been frustrating, but in my view, total unnecessary. Someone should evaluate this complaint against your current systems... they are not customer service oriented. If you look at the my account, you will see similar issues discussed last year about this time as to why the amount charged were not large enough to cover 1/12 of my maintenance fees (after including my upgrade to platinum). The answer was to add my newest contract to the surepay authorization which I did and the amount charged monthly was increased to approximately 1/12 of my current maintenance fees. I did not specify an amount at that time, however, did discuss the approximate amount with the representative. That upgrade to the monthly charge did not change until July of last year... I thought the issue was resolved... then the change in January and no explanation why...

I appreciate the opportunity to make this complaint... we enjoy our DRI membership and use it regularly... someone in management should research this and determine if it meets acceptable standards for customer service. Obviously, I think not!

Regards,

Robert L. Fisher

We have just returned from a delightful Diamond Dream Holiday on Maui. Hotel staff were friendly and helpful, and the atmosphere was enjoyable. However, I would like to address some very significant concerns with you that left an extremely negative impression on us.

Shortly before our trip, we were contacted by a Diamond Resort International representative from the Ka'anapali Beach Club with an offer for a luau experience at a discounted rate in exchange for "about an hour" of our time to review our membership on the following day (2/11/19). While we appreciated the package deal, we did not appreciate the proposed hour becoming an over two- and one-half-hour sales presentation. As is the norm in our encounters with DRI, associates are neither cognizant nor respectful of timelines for members/potential members or of their own proposed time limitations. We have only been members since September 2018, but have already been taken advantage of in this respect on several occasions.

The agent that we initially met with, Julie, was pleasant and provided some insights into using our membership that had not previously been adequately explained. Unfortunately, the "review" transformed into an attempt to sell more membership points. At one point, an additional agent, Nathan, arrived with paperwork that indicated "errors" in our previous contract that would grant us the potential of purchasing at an advantage to us. In retrospect, this whole scenario was likely just another scam. We declined to make an additional purchase, and were delivered to an individual who was to conduct a "brief survey" with us.

The situation rapidly deteriorated when Diana "DiDi" arrived on the scene. She referred to herself as "corporate" and "administrative, " and was quite possibly the single most unprofessional individual that we have ever contended with. I find it ironic that participants are required to be alcohol-free for these events, but it would come as quite a shock if Ms. S was not very inebriated at the time. In conversation, she dropped the f-bomb and used the word "s---" multiple times, implied "f---" several more times, and in a juvenile turn, referred to toilet paper as "[censored]." She then became visibly agitated when we declined another sales offer. Needless to say, this experience was incomprehensible and inexcusable.

I have been a professional in the field of education for over thirty years, meeting daily with educators and professionals from other disciplines, as well as with parents; and such behavior would never (and should never) be tolerated in a business setting. It is unfathomable that this individual is allowed to represent your company, your image, and your product to customers and potential customers, and it is a blatant insult to your clientele.

No, this is not the first complaint that I have made to DRI. Since joining just five months ago, we have experienced an inordinate number of accounting and technological issues too numerous to detail, as well as receiving inconsistent and possibly purposefully misleading information. However, we are not difficult customers, to which our history of zero complaints in 18 years of Disney Vacation Club membership should testify.

A response to acknowledge our concerns would be appreciated and is expected, as is an apology for the abuse by your agent that we endured on our vacation. Please begin to live up to your "Stay Vacationed" slogan. Thank you for your attention in this matter.

on January 1st my cking account was over drawn by 10, 000 because diamond resort deposited my maintance fee ck that I sent them and with drew almost 10, 000$ more then is should be. I called my bank to stop payment but to late they already had the funds, they were closed on the firstI called on the second and was transferred to the financial dept they were very sympathic saw the error and said they would expidite the difference, two weeks passed nothing, I called back spoke with a very nice lady and she said that it would take 30days for a refund ck, then spoke to another superviser that said he would see what he could do and get back with me I 48 hrs. which he did, said great news there bank was I touch with my bank and they would wire the money that was Friday so three days for a wire. My husband was in Las Vegas and stopped by the office to confirm everything was on track, guess what not, he was kept there over an hour given a claim number and to contact the bank, There bank won't talk to us about a wiring money since we didn't send it, and my bank knew nothing about it, I called diamond back and was directed to call my bank and have them send over a local clearing adjustment to wells fargo to release the funds, so I called my bank and they instructed me to file a claim, I called diamond resort and told them I called my bank and they told me to make a claim for the full amount and left a message that they should waive my maintaince fee or give me a discount, surprise my husband gets a call in less then 30 minutes and says they wired the money, next day no money I went to my bank and told them the situation. they called the back end of the bank to see if there is a wire nope there wasn't, My bank called diamond resort and they gave the name of the banker that was handling the wire no info, and to top it all off when I try to roll over point my account shows late but stiil no refund as of 1/24/2019 I am sure this will work out the banks are handling it now so disappointed in the miss communication and taking so long they should've directed me to file a claim with my bank to begin with instead of over prominsing and under delivering they should do the right thing .. for the time, tears, and financial burden that myself and husband has been put through, any ways if this every happens to you go to your bank they will save you time and aggravation, the ck the written part was correct but I guess there was an extra 1 in the dollar amount, which does void the ck, or at least you deposit the written part. I could see the mistake we all make mistakes it was 24 days later and falling short a lesson learned

Purchased this $4, 000 sampler points package. Was told that we had a month to check out and if we didn't use it, there would be no cost. Well, they have you sign up for a Barclays credit card and then billed the full amount in 10 days.

We were kept at presentation for long time and at end decided that with no money leaving our hands, we could go online and check this out. They had us sign on an ipad - and then was given the printed documents as we were leaving the building. Which I assumed would be information on how to access. NO - nothing.
We never received 1 piece of information on How to use this and it has been 2 months. Did finally get an email with a 'Welcome, how lucky you are... about 2 months after this nightmare started.

When we got back from vacation and looked at documents, it was nothing that we signed, even though our initials were on it (via the ipad). Called and tried to cancel - no one called back.
Called again and was given a main number to call, they said - " it was after the 10 day grace period' - even though that is NOT what we were told.
Put a dispute in with the credit card company & they checked out and said they could only go on 'Written' Documents...no credit given!
This is obviously a bait and switch...the document we signed, was not the one that was printed. If we had known half of the conditions, we would not have done this.
When I called the company back AGAIN, the girl told me that they are no longer offering this to non-members, because of problems, Well YEAH,
They will tell you anything to get you to purchase. FRUSTRATED