Anonymous
map-marker Los Angeles, California

To commend excellent service by Eric Embleton

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We stayed at the resort April 25, 2020 for a week. It was at the COVID problem but we decided to go anyway since the resort was open. Eric Embleton greeted us and made our stay a total delight. He could not do enough to accommodate us. He moved us from a less desirable location to the best location in the resort. He helped to retrieve an article of clothing that was removed when housekeeping people were not available.. He was fun-loving, kind and hospitable. Please recognize this employee because he is a tremendous asset!
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RichardandKathi A

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Verified Reviewer

Dissatisfaction with servies and fraudulent promises.

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We entered into a timeshare agreement with Sedona Pines Resort L.L.C. on 09/05/2015.

On that day we were given a glowing presentation by Martha Skelley. She enticed us with a grand picture of what our timeshare ownership with Sedona Pines would be if we signed a contract. We were given great incentives, were told that it would be available to our children for their use anytime, and were told this would be the most flexible way for us to vacation inasmuch as we could travel anywhere at any time under our membership.

Most importantly, we were led to believe this was a valuable investment. We were assured any time we were not the least bit happy with our ownership, we could sell it back to Sedona Pines.

We found out pretty quickly this timeshare ownership is far from the extremely flexible vacationing that we were promised. Nothing is EVER available when we are free and able to travel. Our children have tried to use it, only to be told there is no availability. This was the main selling point with this company.

Since signing in 2015, we have been able to use our timeshare for a total of six days because of lack of availability at our chosen times.

To date, we have spent over $11,700 on our timeshare ownership. This amounts to a nightly rate of almost $2000.00! We have been trying to get a response to our concerns from Sedona Pines over the course of the last few months. We have called, sent emails and letters to this company, and our legitimate concerns still have NEVER been addressed.

Not only are we told that we are unable to sell it back to the company as promised but, our complaints have been completely ignored or responded to with a message that we are in breach of our contract.

Most of our correspondence has been with Chris Bernet, the portfolio manager. His only response has been is to threaten our credit. It is clear they are not interested in us as owners or human beings. Their only interest is in receiving ongoing payments from us.

We more than deserve to have our specific concerns addressed for the almost $12,000 we have paid to this company. We were misled into this contract with Sedona Pines and now our stated concerns have been ignored by everyone at this company.

We demand to have not only our contract with Sedona Pines rescinded but, to be refunded the money we have regrettably invested in this scam.

We have subsequently filed a complaint with the Better Business Bureau in Prescott and Sedona Pines has again responded unsatisfactorily. We have now filed a complaint with the Arizona Attorney General's Office.

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Loss:
$12000

Preferred solution: Full refund

User's recommendation: Steer clear of this timeshare.

1 comment
Guest

You have done all you can by filing complaints with governmental agencies. However, your contract probably states that you did not use anything the salesperson said in order to make a decision to buy the timeshare.

They lied. Best thing to do is beat the company up on the internet.

If you default, you will have your credit affected. Your choice.

Janet g Wzc

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Need our deed

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I have a timeshare that is paid off and we keep calling to get a copy of our deed. No one ever calls us back. Also looking into possibly having Sedona Pines take tot back since we have used it once in the 8 years we have had it.
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Preferred solution: Deliver product or service ordered

User's recommendation: If your not going to use the timeshare don’t buy one.

Anabel V
map-marker Flagstaff, Arizona

DISCRIMINATION AT ITS FINEST

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Language discrimination refers to the unfair treatment of an individual based solely upon the characteristics of their speech; such as, accent, size of vocabulary, and syntax. It can also involve a person's ability or inability to use one language instead of another.

Why do I begin my review with this?...

My family and I went ahead to book a tour with Sedona Pines Resort; Derek Miles was the person offering the tours. He gave us the information and offered a discount for taking a tour at the resort to see if we would be interested in buying timeshares. When my husband and I were discussing the options of tours and time share we were offered, we were discussing g them in Spanish. In that instant Derek Miles immediately said he could not continue working with us because I spoke Spanish to my husband THEY DENIED SERVICES DUE TO BEING BILINGUAL AND BICULTURAL!!

If it’s a tour company they are very likely to get tourist who are not solely English speakers.

I just couldn’t believe he immediately denied us their services because of us speaking Spanish. He only said: “you are a very nice Hispanic family, but I can’t give you the services because they (referring to the time share company he was going to send us to) will charge me if your husband doesn’t really understand English”. I told him he did speak and understood it, he was just shy about asking for the information, because of people like him have made him feel less about his English skills; to this he answered: “he does not know enough,”and this judgement made without even listening to his English ability; a mear discriminatory judgement and prejudice. It would have been a nice family trip if we weren’t just DISCRIMINATED by this company like this.

It left a very bitter feeling afterwards. My little girls were very confused as to why we could not go on a tour because this rude man just wasn’t willing to work with us for no justifying reason. I mean as a sales person he could have given us other options other that the time share discount, we were actually willing to pay full price for the tour. But he just continued to shut us down and ignored us the rest of the time.

Wen I asked for his name he yelled at me to ask his manager. I was given his name and managers along with a number to contact the management. I have been calling continuously with obviously no luck on answer and a “full voicemail” I was given the name Brett Griffin as manager and a phone number of (808)344-****. I was told by one of his coworkers that Derek Miles was escorted by an officer due to a previous altercation out in the street!

They told me that is why he was so rude, which is not my fault he had got in trouble previously, he was very rude, unprofessional, and unethical. I mean what kind of guy do they have working here?! I have attached pictures of their tour shop and of “Derek Miles” running away from me when he saw me taking pictures of him. I mean if you are doing your job right, you don’t need to run away right?

I hope they improve on their customer services provided. And for them to be accommodating to ALL tourism.

Management should do something about this as well, I don’t think it is good for them to loose business due to to denial services based on DISCRIMINATORY reasons.

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Cons:
  • Discrimination and very poor customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Susan S Dnz

Think again!

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Updated by user Nov 14, 2019

Company has contacted me--promised to work with me on problems and gave contacts for reaching them in the future.

Original review Nov 13, 2019
After ownership for 11 years, paying the increasing maintenance fees, we are aging seniors trying for 2 years to find way to sell or otherwise get out from under this commitment. About the only method they now offer is for us to sign back to the resort, but no one is ever available to answer calls and provide paperwork. We have tried every listed phone number and email address, with no answers. Most calls go through the "Portfolio" department with voice message that says to leave message and phone number which will be returned "in order received." Over 30 messages have been left, on several different voice mails, but no return calls. Using any of the email contacts shown, the emails are returned as 'blocked" or "not available". To transfer points to another RCI member, copy of a deed is required, but apparently didn't get one, and there is no one to ask or request a copy.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

This review was written during very stressful time. The company finally got back to me with apologies, methods to reach the company and promises to help me get answers to my complaint.

I now regret that I lost control enough to post on this site. I should have been more patient for answers and help.

Aaleah Bby
reply icon Replying to comment of Guest-1777411

Susan, we apologize that you're not happy. Please call Kaye Du Van at (928) 204-**** to discuss your options.

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Sean Xwk

Please do not join. It will cost $1500 just to try to leave.

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Purchased timeshare and it is a complete waste. The maintenance fees are $500/year for a week of the time share. That we have never used. We payed $8k for the time share, $3k in maintenance fees, and $4k in fees to use RCI points. We have gone on vacation three years in the 10years we've had it. Worst decision I've ever made. Salesmen were predatory.
View full review
Loss:
$13000
Reason of review:
Bad quality

Preferred solution: Full refund

2 comments
Aaleah Bby

Sean, we apologize that you're not happy. Please call Kaye Du Van at (928) 204-**** to discuss your options.

Aaleah Bby

Sean, we apologize that you're not happy and would like for you to contact Kaye Du Van at (928) 204-**** to discuss your options.

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Alayah Exq

The front desk employees are playing games and not attending to the needs of the guests .

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The front desk employees are very Unprofessional and very unaccommodating
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Loss:
$5000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Lillian H Wir

Transfer/change of Owner/Member Form

Hard to find an email address to write my concern. The phone # of 928 282 **** ext 1707, 1700 says the email too quickly to be able to write it down. They should repeat it!! Please send me the email address to bhammett1@***.net
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Reason of review:
want an email address to the Sedona Pines Transfer/Change of Owner/Member department
Anonymous

COMPLETE SCAM

stuck paying for a timershare worth nothing. The timeshare gives you "points" on a separate website that you have to pay annually to access. If you do not pay for that site (RCI) your timeshare is literally worth nothing. You also have to use the points on that site within a year or they are erased and you are left with nothing. All a complete scam. The site is so difficult to use, you can never find a resort to fit your schedule. Even the one you own is never available for you to book! No way out either. THIS SHOULD BE ILLEGAL.
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Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Claude L Yjg
map-marker Sedona, Arizona

Trying to exit

I too have tried to use the points system and find it very difficult if not impossible to use. I called an exit company and they want almost $5000 to do the payperwork to exit ownership which means you pay them to own your timeshare. The resort at time I bought it said they would pay 10cents on the dollar to buy it back but cannot get them to respond to any inquires about this.
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Candida M
map-marker Sedona, Arizona

Fail at Customer Service

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Updated by user Jan 21, 2019

I have contacted Sedona Pines several times. That is I have left messages requesting a call from them.

I spoke to one person about the issue of banking the many weeks I had.

She stated that I could only bank 2 of the 6 I had. I spoke to Resort Release about disposing...

Original review Dec 22, 2018
I have 6 weeks to bank with them because I did not due so in 2015, 2016, and 2017. All maintenance fees are up to date.

I called to bank them and was told that they could not do that. I am going to see if RCI can help if not the BBB or State Attorney General.
View full review
Loss:
$2000
Reason of review:
Poor customer service

Preferred solution: Out of the contract.

2 comments
Guest

We see you have been a Member since 2000 and are sorry we cannot accommodate your demands. As you know and we explained Members are required to call the same year they wish to bank their week. If you would please contact our accounts receivable department regarding 2019 we can then bank your 2019 weeks.

Guest

We see you have been a Member since 2000 and are sorry we cannot accommodate your demands. As you know and we explained Members are required to call the same year they wish to bank their week. If you would please contact our accounts receivable department regarding 2019 we can then bank your 2019 weeks.

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Georgia T Ulu
map-marker Avondale, Arizona

Overall I enjoy Sedona Pines

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Only complaint in being placed in an unit that had been used by previous owner with a pet. I had to leave early due to being highly allergic to animals. I have asked for my records to show that I'm allergic to animals/dogs/cats and be placed in a clean unit. Last experience was not pleasant due to becoming sick because of that situation. I notified the manager that I left early.
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Reason of review:
Poor customer service
1 comment
Guest

We're very sorry to hear about this. Our entire management team will receive a copy of your concerns, so please do not hesitate to reach out to us if there is anything else that we can do for you. We hope that you will give us another opportunity to serve you.

Desiree M Shr
map-marker Los Angeles, California

0/10 would not recommend

This review is directed at the “sales solicitation” office centered in town. First time visiting as an adult, and I went in to inquire, after a morning of shopping and dining (spending almost $300 mind you), about vortex guides and maps. Simply looking for a map and made that clear as the maps looked to be the general and overview kind. The representative started off with his schpeel, admitting he gets $40 for our credit as long as we visit the cottage to see what’s there, and offered us free safari tours for that evening despite the rainy weather, when all I wanted was a map. There’s no way a $330 tour is free, and when he told us a charge is put on our account that “falls off” after we toured the open house, I knew something was off. I didn’t realize he was representing a time share, but my husband did. When we let him know we were declining the offer, he got instantly aggressive and let us know we wasted his time and started off his day poorly. He kept badgering us about what he could have done wrong when he’s been doing this for twenty years, demanding to know what we do for work, asking would we waste peoples time like that. I wish I got his name, but I was seeing red. And if I had allowed my husband to speak his mind I can almost guarantee we would have been escorted out of town immediately. The rep looked like he hit the gym excessively to make up for a sedentary job badgering innocent folks looking to soak up the vibes and scenery, working the 12-9 shift on a Thursday. Extremely disappointed and not only would I not recommend this place based on this experience, I am disappointed that we were verbally assaulted after spending a profuse amount of money on souvenirs and food.
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2 comments
Candida M

That is what happened to us. We were not as lucky as you and bought into the *** the rep was selling. Regret it every day.

Aaleah Bby

We're very sorry to hear that you had a bad experience. Our management team would like for you to follow up with them, so that you can provide more detail.

Please contact Jerry Tracy at jtracy@***.com. Thanks, and we look forward to working with you.

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Billie O Plr
map-marker Sedona, Arizona

Bad experience with checkout

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Checked out a day early, I failed to get all my personal items,called the resort within 3 hours, was told they would be sure and check and had also ask that they get the message to Noelle as she is the person I dealt with the most. When I finally reached her that afternoon she hadn’t gotten any message and that bother me, as the resort isn’t that big.

When they checked with the cleaning person she told them nothing was there that I must have not left them. The items never showed up in any of my bags, and my percription pain meds were one of the things I left.

Yes I’m very upset that someone can get away with actually stealing and the employer takes their word and tells the quest they were just dreaming. It takes all kinds to make up this world even if some are thieves.Sad

View full review
Loss:
$200
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

We're very sorry to hear that you lost your personal items. We can assure you that we make every effort to help guests find items that are lost or misplaced.

Regrettably, some items are lost off property or are found by other guests and are not recovered. Please feel free to reach out to our General Manager if you have any further concerns @ 928-282-**** ext 1513

Billie O Plr

Fair till check out

I forgot a few items my fault for not seeing them, but I called within 2 hours of checking out telling them exactly what the items were and where to find them. My check out was next day but needed to be home than. The cleanup person told her employer she found nothing that I didn’t leave anything, maybe because one item was a percription for pain pills, with 1/2 bottle full. They sware all there employees are honest, that is till they have a chance to be dishonest. Would I stay their again NO, a liar is worst than the Devil. I guess I was dreaming and didn’t really have any of the items I thought I had. It takes all kinds to make up this world even if some have to be thief thief’s.SadSad
View full review
Reason of review:
Poor customer service
1 comment
Guest

We're very sorry to hear that you lost your personal items. We can assure you that we make every effort to help guests find items that are lost or misplaced.Regrettably, some items are lost off property or are found by other guests and are not recovered. Please feel free to reach out to our General Manager if you have any further concerns @ 928-282-**** ext 1513

Kalyb Snp

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Sedona, Arizona

How to cancel this transaction

We purchased a timeshare at Sedona pines. it has been 2 years and we haven't been able to go there or use the points for anything else.

Has anyone figured out how to cancel this? I cant use the points to go anywhere. And the pitch they gave for being able to book Disneyland's grand California was total bogus. should have done my research before committing.

I can't get a hold of anyone. The perks that were offered at the time of purchase we never received.

basically $1000 credit for flights. We have left messages and no responses from anyone.

View full review
Loss:
$14000
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

1 comment
Shaddai Xno

We have reached out with a private message to the reviewer. We would like to provide assistance and are unsure why they haven't been able to reach our Customer Service Specialist who is here to help.

We also have our Member Services Department available 6 days a week.

Please direct your inquiries to cindyv@sedonapines.com or call her for assistance at 800-547-8727, ext. 14120.

Thank you for alerting us to your issue.

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