A clear and perfect recording of a cold call from Resort Management Direct – RMD has been send to us by a consumer.
Resort Management Direct is a so called Fly Buy company selling accommodation packages over the phone. In these calls they don’t seem to have any problem with “confusing” timeshare consumers about who they are.
Main complaint is that the consumer is completely convinced that the caller mentioned to be connected to his home resort. This sense of trust that your resort is calling has pushed many into taking up the offer from RMD and only after paying and receiving the confirmation it becomes clear they have nothing to do with the resort at all.
How many of you have tried to cancel and have written a letter to RMD stating you were completely misled on the call? And what was the reply? “You must have understood this wrong…. we never make such a statement”.
The recorded call we have now, leaves all this without a shadow of a doubt. This is a short description of the call…:
The call starts with a lady called Angelina who presents herself as calling from the Resort Management of Club la Costa.
When the consumer asks her again, where she calls from she reconfirms that she is from the Resort Management of Club la Costa!
She then continues her pitch, about the offer of an allocation and Bonus weeks through Resort Management Direct in connection with Club la Costa. This is an offer of 99 Pounds for the consumer.
The consumer then asks Angelina is these bonus weeks are offered at the CLC resorts, and after a bit of hesitation she states these are all weeks in 5 star Luxury Accommodation, all 2 bedrooms with 2 bathrooms and sleeping up to 6 people, in the UK, Europe or Worldwide.
The offer has no expiry date once you bank the weeks (whatever that means…bank where?)
Angelina in another attempt to reassure the consumer asks him if he didn’t receive any of the information by email they send out? And no, the consumer did not, and he kindly asks her to resend this.
Angelina then puts him on hold, as she realizes now this needs the help of a manager…
After a couple of minutes listening to the noise and loud music in the background of the call center, a lady called Claire Reynolds comes on the phone.
Claire presents herself as the Administration Manager.
She explains straight away that there is no information to be send out to the consumers (should Angelina not know this?) and the offer is actually only valid TODAY!
Claire with apparently more experience with overcoming objections on cold calls, continues her pitch with saying they are calling all past and current owners from Club la Costa with this special offer and it will be handled on a first come first serve basis.
And if the consumer wants to receive more information he will have to pay the 99 pounds first and then they will email him the confirmation and all the information.
But only TODAY!
This is where the consumer starts to ask a bit more questions and the first one is about where they are located. In Alicante says Claire.
…So you are not based at CLC?
And she reconfirms that no, they are not at CLC but they are the Booking Agents from CLC.
“We service their bonus weeks” “We work in connection with the resort”
After listening to this call, there is actually no doubt at all that consumers are being mis represented about who they are and clearly are being told this is from their home resort!
It is unacceptable that companies such as RMD are completely ignoring the new European Legislation on Data Protection (LOPD) and continue telling consumers over and over again, loud and clear that they are working or directly connected to their resort.
This needs to be reported and not only by duped consumers, also by the resorts who are as well affected by these companies selling packages over the phone in their name!