I have 3 main complaints about the Coral Resorts in Hilton Head SC.
1. Lied About the Maintenance Fees to Sell the Property.
2. Poor Customer Service- does not return calls.
3. Offered Gifts That Were NOT Received to Help Sell the Product.
We purchased a Tri- Annual property at the Coral Resorts on 6-11-12 in Hilton Head, SC. The day after the purchase I made several calls to try and discuss the details, but my calls were not returned. That should have been my first clue that this was a mistake to purchase. We felt like the whole process was very rushed so my husband and I drove back to the presentation office unannounced and asked to speak to our sales person- Terence Singleton . We were told he was unavailable. We were able to speak to a second agent Spencer Fulkert who reviewed the information we were given and assured us that everything we were told was correct. We returned home that day.
After returning home I immediately wanted to look into booking the FREE Carnival Cruise. I called the number listed in the brochure only to find out by the representative that there is suppose to be a certificate that should have been given to us. I immediately made an attempt to get in touch with Coral Resorts, but my messages went unreturned. I also Called RCI several weeks later to find out that we did not receive that package of "Points" we were offered at the presentation.
After hearing this information I sent a Certified Letter to Sherri J. Smith asking to be released from the contract. I informed her that it would be in the best interest of both parties to release us from the contract, due to the fact that I have made several attempt to contact the representatives at Coral Resorts and my call have gone unreturned. As of this date I have not received any contact back from Mrs. Smith. I know they received the letter because I was able to track it using USPS online.
***We were informed at the sales presentation that the TRI- Annual Maintenance fee would be $625 billed over 3 years, so $208.33 due in January. I was completely shocked and upset when I received a bill for 996.55 due Jan 15, 2013. $788.22 more than I expected. I called Reba Management and was told I could face foreclosure and 200% Late Fee if left unpaid, so of course I paid by the due date. I informed Reba Management that there must be some mistake and Reba Management informed me only Coral Resorts Owners Services could help me. The same number I have been trying to get through to for 6 months. As of this date I still have not received sufficient correspondence from the Owners Customer Service Department. When You call you get a secretary who says she will leave them a message and they will return my call . I am still waiting for someone to call and speak to me after more than 20 calls to them. I received one voicemail from them stating they were "returning my call", but then when I tried to call back of course I was unsuccessful in reaching them and I again left another message. The last time I spoke to the secretary she stated that she shows two documented attempts of them trying to reach me over the last 6 months. I have worked in customer service and if I do not reach someone the first time I call them I call them again, but apparently this company does not follow that same practice. I have left several messages pleading for them to call me back to discuss the errors they have been made. Two returned calls in 6 months in my opinion is NOT good customer service. To my knowledge I have only received ONE returned call in 6 months from the Coral Resorts Owners Services Department.
I have given up calling and will now type up a letter to them and send it by certified mail to each of the people I have mentioned above, file a complaint with the Better Business Bureau, the SCDLLR (Office of Investigation and Enforcement) and look for legal Assistance.
I urge anyone reading this who has not purchased from them to look up their rating with the BBB, they have received a rating of "F". Please do not buy into their special offers. The Resort is beautiful and even though we have payed in full for 3 years my family will not be enjoying a vacation there. I refuse to do any further business with this company.
I hope Coral Resorts will make amends for these errors they have made and that I WILL be able to report a follow up to this report stating Coral Resorts has full filled my request for releasing us from our contract and refunding the money we have paid. This is a beautiful resort and I hope Coral Resorts will correct their business practices so many families to come can enjoy a wonderful vacation there.