Beware of Silverpoint in Los Cristianos, Tenerife

[charlie1]

I have steered timeshare owners who have issues in timeshare to TATTOC and I have done with TCA.

Just for the records I recommended a timeshare owner who I knew well to send directly on to Harry Taylor documentation that they had forwarded on to me. This was a very unhappy couple that had bought timeshare through Resort Property. The records and documentation they had must have taken up half a tree!  Harry Taylor to his credit made an appointment and visited him at his house.

Around six weeks later I was invited to a telephone conference between Harry Taylor, the timeshare owner and Mark Cushway. Two hours later! There was one very happy timeshare owner.

I have no idea what has happened to any other client problems I have sent in the direction of TATOC.

[Carolinian]

Maybe some of those who have posted will PM you so you can arrange similar meetings.

I note the instance you mention was a misselling by Resort Property, and some of those now reporting similar problems were sold by Silverpoint itself.  I wonder if those will get the same response?

I have steered timeshare owners who have issues in timeshare to TATTOC and I have done with TCA.

Just for the records I recommended a timeshare owner who I knew well to send directly on to Harry Taylor documentation that they had forwarded on to me. This was a very unhappy couple that had bought timeshare through Resort Property. The records and documentation they had must have taken up half a tree!  Harry Taylor to his credit made an appointment and visited him at his house.

Around six weeks later I was invited to a telephone conference between Harry Taylor, the timeshare owner and Mark Cushway. Two hours later! There was one very happy timeshare owner.

I have no idea what has happened to any other client problems I have sent in the direction of TATOC.

[charlie1]

Maybe some of those who have posted will PM you so you can arrange similar meetings.

I note the instance you mention was a misselling by Resort Property, and some of those now reporting similar problems were sold by Silverpoint itself.  I wonder if those will get the same response?

I have steered timeshare owners who have issues in timeshare to TATTOC and I have done with TCA.

Just for the records I recommended a timeshare owner who I knew well to send directly on to Harry Taylor documentation that they had forwarded on to me. This was a very unhappy couple that had bought timeshare through Resort Property. The records and documentation they had must have taken up half a tree!  Harry Taylor to his credit made an appointment and visited him at his house.

Around six weeks later I was invited to a telephone conference between Harry Taylor, the timeshare owner and Mark Cushway. Two hours later! There was one very happy timeshare owner.

I have no idea what has happened to any other client problems I have sent in the direction of TATOC.

The Telephone conference meeting was arranged by Harry Taylor, by all means anyone can post me and I will recommend that they contact Harry Taylor direct. The documentation was very detailed and had everything from telephone conversations that took place virtually daily! There was written notes on every Resort Properties telephone call. Thats the time, date and who he spoke with and what was said. This was followed on to Silver Points telephone calls and the Finance House that was used to raise the finance. The timeshare owner even somehow managed to keep the original pencil pitch that the salesman made. Your talking around one inche of notes on A4 sheets since the purchase took place.

It took 3-4 months before Harry Taylor met up with the timeshare owner. The telephone conference took place around 6 weeks later.

I can only relate that a genuine telephone meeting took place and a result that the timeshare owner was happy with was achieved.

I have always recommended that anyone who sits in on a sales meeting of any description that they bring their own note paper and take key notes. This may unnerve the salesperson, but it should keep the meeting focused and to the point. In this day and age timeshare has got a little more complex and the timeshare needs to put in a little more research to ensure they own the right product to suit their holiday style.

[Carolinian]

Silverpoint has still not responded to this direct challenge about their extra fees to use an independent exchange company.

Where are you Silverpoint??  The silence is deafening!

Let me move to another topic, and ask for your response.

Do you admit that Silverpoint whacks members with substantial extra fees to deposit their week to an independent exchange company?  This is a monopolistic practice in restraint of trade to try to force members to use RCI.  That is reprehensible, and something that honest resorts do not do.  Why do you trample on the rights of your members to use the exchange company of their choice by charging them an outrageous fee to do so?

When you take this extremely anti-customer position, don't you think you should be kicked out of TATOC?

I am extremely disappointed to read the story of your experience and indeed the offer that was made to you. Neither the offer nor the standard of customer service is what we are looking to deliver at Silverpoint. We would be very grateful if you could email the customer service team directly which will be passed to senior management straight away.

There is one element of your post which we need to clarify further as we do not have a compliance officer named George so we would like to get to the bottom of who was involved in this matter so we can take appropriate action.

As per the companies customer service and sales standard guidelines we will be removing Achmed Wehbe from the sales team for a minimum period of one week for extensive retraining and testing. I would also like to add that we would be happy to look at your parents ownership and see if we can make some improvements to their holidays.

Mark Cushway CEO SIlverpoint

[Carolinian]

Hey, Silverpoint CS, we are still waiting for your response.  Do you need an engraved invitation?

Silverpoint has still not responded to this direct challenge about their extra fees to use an independent exchange company.

Where are you Silverpoint??  The silence is deafening!

Let me move to another topic, and ask for your response.

Do you admit that Silverpoint whacks members with substantial extra fees to deposit their week to an independent exchange company?  This is a monopolistic practice in restraint of trade to try to force members to use RCI.  That is reprehensible, and something that honest resorts do not do.  Why do you trample on the rights of your members to use the exchange company of their choice by charging them an outrageous fee to do so?

When you take this extremely anti-customer position, don't you think you should be kicked out of TATOC?

I am extremely disappointed to read the story of your experience and indeed the offer that was made to you. Neither the offer nor the standard of customer service is what we are looking to deliver at Silverpoint. We would be very grateful if you could email the customer service team directly which will be passed to senior management straight away.

There is one element of your post which we need to clarify further as we do not have a compliance officer named George so we would like to get to the bottom of who was involved in this matter so we can take appropriate action.

As per the companies customer service and sales standard guidelines we will be removing Achmed Wehbe from the sales team for a minimum period of one week for extensive retraining and testing. I would also like to add that we would be happy to look at your parents ownership and see if we can make some improvements to their holidays.

Mark Cushway CEO SIlverpoint

[Carolinian]

*BUMP*

Hey, Silveroint CS, I plan to keep this thread on the front page until you come back on to answer my question.  Charging extra fees to use independent exchange companies is just appalling.

[charlie1]

This was a poor business decision to cement the business relationship with RCI when they created their new product together. If the product is good enough the members will stay with the product.

If you restrict your members options then this will build some resentment. Once this becomes public knowledge this will deter future potential members who are computer savvy to consider other options. This will also provide competitors an edge in many ways even down to recruitment of new sales people.

More and more people signing up theses days in the heat of the moment are checking out on the Internet looking to re affirm that they made the right decision if this is during there cooling off period than something restrictive like this could cost them sales. Silverpoints need to take charge and gradually change this around into a positive and move more towards the customers needs and thats your member.

If I were Silverpoints whatever I could do to improve my members holidays would be foremost on my agenda and if that meant forging a relationship with other exchange companies it would be a done deal. I would explore ways that I could create and agree something a little special with an additional exchange company.

[charlie1]

Silverpoints need to review how they can assist their owners promote their weeks. One area that lacks planning and thats how they allow their resorts to be promoted with the Resale Company Timeshare Hypermarket. I only reviewed Hollywood Mirage alone and it shows 49 pages of weeks for sale at this resort alone! Thats 490 weeks for sell!

What message is this sending out to anyone considering ownership of Hollywood Mirage? They should adapt a simple approach when they have such a list of weeks for sale at anyone resort and perhaps follow the line of Confused about timeshare. If you were looking to buy a house advertised and it looked ideal for what you wanted and then you checked it out and saw that nearly a third of the houses also had for sale signs up in that road would you buy???

How is this long display of weeks assisting their members desperately trying to sale? There are other methods that can also assist their members as touched upon in previous threads. Hollywood Mirage is a great resort in my opinion so much more could be done. Check out past threads on how to sell timeshare on this forum.

[Carolinian]

-BUMP-

Hey, Silverpoint Customer Service, we still have not gotten an answer to that question about your extra fees for your members using their choice of exchange company instead of yours..  Where are you?  Why do you not seem to want to answer?  I will keep bumping this thread to keep it on the front page until you do.

[Morpheus]

As a timeshare owner, and former owner at the Silverpoint resorts in Tenerife, I now recommend people to avoid going there.

The fees charged by the resorts to anyone exchanging using the alternatives to RCI are frankly mad, designed to stop people going there. I had a friend wanted to take their family to Tenerife but I said to avoid those resorts due to the penal charges they wold get going via DaE.

None of the owners at Silverpoint who I speak to are in favour of the charges (most do not even seem to know about the charges - do they read the AGM paperwork at all??).

So come on Silverpoint - justify the charges?

[Carolinian]

I sent Silverpoint CS a PM telling them the question was here on their absurd extra fee to use an independent exchange company and needed an answer.  They are still dodging the issue.  Sometimes actions, or lack of action, speaks louder than words.

[charlie1]

They know the question has been here as I have recognised CS posters reviewing the thread.

1 If I was Silverpoints I would be reviewing how I could turn this into a positive and negotiate something with Dial and UKRE that would give their members an edge. Perhaps link it to their most recent product as another perk. They would not lose out because of this as most happy members would still continue doing what they have always done within Silverpoints.

2 Those who are queuing up on Hypermarket to sell might just review their reason for leaving if someone educated those members those additional benefits if they stayed as a member. The more bonus weeks their members took the more it would reduce their overall holiday cost and effectively this would make the maintenances more comfortable. They are attractive resorts to holiday at and Im sure they may even find some exchanges from the Independent exchange companies who might be interested in ownership.

3 All those members who wish to leave have you asked them if they will continue to take holidays if they sell/dispose of their membership. A high percentage will say yes! Work out how to create more value in members ownership without them paying out anymore fees.

4 The salesforce need to review their approach and incentivise the guests to approach them! The whole holiday experience needs to be reviewed with an open mind as they got to many owners talking around the pool and not all of this is favourable. They need to start a program to change that view gradually, this can be done if there is an open minded policy to review this.

5 They need a truly independent source or advisor there whose not there to sell their members but to educate them and help support them. There is no value just putting out information to members and creating information its about getting a connection with your members. Customer services do not have that expertise to sit face to face and its not the same taking a call trying to advise someone. For a start most members phoning customer services will phone generally with an agenda in mind usually a complaint, they are not in the right mindset to appreciate advice and be educated and they are to wary to approach the salesman as they don't want to be sold too. Most timeshare owners just dont know how to use what they have effectively. With the right type of approach some members after a while will want to buy as they see a benefit in doing so.

6 Sales people are not able to support effective use of their product as the meeting is just geared up to get a sale. If the client within days does not use or review the information they have on best use, they lose it thats the way the brain works. Then they will have members complaining about the system as it does not 'work'. The salesman will say they don't read the literature and so we go around in circles. What about a goal of ensuring that your members are the best educated on the key points of your product and maybe the other exchange companies they can access. This can be done if on holiday for a week I would have them booked in with a independent advisor just for a brief meeting who will show them how to work timeshare and that he will always be there for them to advice on best use. This advisor should be on a basic and not there to sell products but to truly advise.

7 This area needs a fresh look and new eyes with a real think tank approach as I am aware of timeshare owners avoiding these resorts due to the sales approach. This is very difficult as the group from a sales gross turn over is doing fairly well even in these difficult times compared to other sales organisations. This would require a gradual change over but it could be done and I believe achieve better net results. Review this relevant link to resort sales started by Carlolinian http://www.timesharetalk.co.uk/index.php?topic=17439.0

8 They need a committee with a few new experienced members on board who can have some real input with new ideas. In my opinion the CEO is the right man and he wants to get it right but I am aware that he has been very poorly for some months now with a major illness.

9As in all resorts that have a high percentage of owners who want to leave they need a small group of experienced professionals to establish why? This may not always be that obvious, as its not always about maintenances. Survey the members with intelligent questions and get a general feel of all the reasons why. Start off with the focus of how can we turn this around so we retain our members? Review questions 2, 3 & 4 for a start.

10 Look to your resort members as there's expertise that is available within your membership that would be able to contribute if you involved them. Its vital that resorts build a real connection with their owners and don't just put out information. The way ahead is building a bond with resort members that enables them to get involved. By sharing challenges solutions can be found! The resort must be prepared to have experienced personal deal with members who participate with effective feedback thats relative to their members response otherwise you will just create disharmony. 

As an Industry we can only fair well if we all work together thats Resale Companies, Resorts, Groups, Consumer associations, exchange companies and most importantly the members every one can contribute. If the Industry wants to move on this it has to be in the right mind set that takes the steps forward to achieve this. We are in this together!

Its no good some resorts getting this right if members exchange to another resort and get a bad experience. These ten points are not all about Silverpoints they relate to all timeshares as some of these points could be levied at most resorts.

I sent Silverpoint CS a PM telling them the question was here on their absurd extra fee to use an independent exchange company and needed an answer.  They are still dodging the issue.  Sometimes actions, or lack of action, speaks louder than words.

[Carolinian]

Silverpoint clearly knows about the issues here, and chooses not to answer.  They clearly know they are in the wrong and do not want to admit it.  Who in their right mind would buy timeshare from this type of developer?  It is shameful that TATOC continues to be on their payroll.

[Carolinian]

The silence from Silverpoint is deafening.  They apparently know that they have no answer here, as their only answer could be to admit that they are blatantly screwing their members and have absolutely no legitimate excuse for doing so.  They seem to put kowtowing to RCI ahead of the interests of their members, and that is shameful.  Prospective members should run, not walk, away from Silverpoint.

[kipper]

Hi , this story is typical of both Resort Properties and Silverpiont.There are a few unscrupulous timeshare companies, unfortunately more than a few which gives the world of Timeshare a really bad name. Such a shame because once you get into it., with a decent outfit it's such a good concept. however, with the economic climate being what it is, the unscrupulous outfits are really trying every trick in the book. You can,t beat this site for research and information, your story will definately help a lot of people!

[charlie1]

Hi Silverpoints members just to help you reduce your overall maintenance costs you can still join Dial An Exchange for free http://www.timesharetalk.co.uk/index.php?topic=17422.msg53317 regardless if your an RCI Points member or a RCI Weeks member. The exchange fee that Dial charges is only £84 to deposit and exchange, but the supplement that Silverpoints charges it's members may not make this viable if your a weeks member.

However you can all access Dial An Exchange bonus weeks. If your just paying £129 - £249 for an additional weeks rental without having to deposit that could reduce your overall holiday costs. If you can be flexible with your time and take advantage of last minute holidays this should be considered and Dial An Exchange is a great bolt on to your RCI membership.

This way you can reduce your overall holiday costs by using Independent Exchange Companies for bonus week holidays.

[Carolinian]

Hi , this story is typical of both Resort Properties and Silverpiont.There are a few unscrupulous timeshare companies, unfortunately more than a few which gives the world of Timeshare a really bad name. Such a shame because once you get into it., with a decent outfit it's such a good concept. however, with the economic climate being what it is, the unscrupulous outfits are really trying every trick in the book. You can,t beat this site for research and information, your story will definately help a lot of people!

Yeah, it seems like only the name has been changed but the policies largely remain the same.

[mabel]

Thanks Charlie 1 for putting me back on track, knew I had seen this subject somewhere before.
Anyway, I enjoy our holidays and must make it clear that I am NOT one of those who sit round the pool complaining, in fact I am hoping to have more holidays and timeshare apartments are our choice as the accommodation is so good and I hate hotel rooms.
RCI have their place and I have to use them because Silverpoints won't let any of the other exchange companies in without the surcharge. I think I remember at one time you only had to get a guest certificate for family and friends or people you wanted to use the apartment and then they changed it so you had to prove people were related or else you had to pay the surcharge. As I don't send people I don't know if that has changed. Hope to find out soon.
More flexability from Silverpoint would help. As for us being tied in forever I have to admit that if there hadn't been the financial downturn then we could probably sell the apartment when we can no longer afford to travel and so long as the maintenace fees stay at an affordable price (which at the moment they are) then we will look forward to our holidays.

 

[Carolinian]

What Silverpoint is doing is implementing an extremely outrageous policy that is contrary to industry practices and is extremely detirmental to members.  They should be shunned by any organization that purports to represent the interests of members, such as, for example, TATOC.  But they pay enough money to TATOC and TATOC looks the other way.

Thanks Charlie 1 for putting me back on track, knew I had seen this subject somewhere before.
Anyway, I enjoy our holidays and must make it clear that I am NOT one of those who sit round the pool complaining, in fact I am hoping to have more holidays and timeshare apartments are our choice as the accommodation is so good and I hate hotel rooms.
RCI have their place and I have to use them because Silverpoints won't let any of the other exchange companies in without the surcharge. I think I remember at one time you only had to get a guest certificate for family and friends or people you wanted to use the apartment and then they changed it so you had to prove people were related or else you had to pay the surcharge. As I don't send people I don't know if that has changed. Hope to find out soon.
More flexability from Silverpoint would help. As for us being tied in forever I have to admit that if there hadn't been the financial downturn then we could probably sell the apartment when we can no longer afford to travel and so long as the maintenace fees stay at an affordable price (which at the moment they are) then we will look forward to our holidays.

[mabel]

  I think I might owe Silverpoints an apology. It was at the time of Resort Properties and we think they may have now allowed owners (after a lot of complaints)  to let anyone use their apartments. (Will have to search for the newsletter)   But not other exchange companies still! 

Just been looking at exchange companies as curious about them for if ever we get chance to use them and came across TCA.  They have a piece warning about the Resort Properties investment scam in Tenerife shown on Rip Off Britain. Is that an old subject? Are Resort Properties still in business?

Silverpoints, give us some space for manouver so we can enjoy our Timeshares!! Please!!