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| - Stay away from this company! They are the most inconsiderate, rude, and demeaning company I have ever had the displeasure of being associated with.
I purchased a timeshare through Monarch Grand Vacations roughly 6 years ago. We had the best treatment, wonderful vacations, and our ownership worked for us the way we wanted it to. The company was bought out by Diamond who specifically wanted it because of the MGV property in San Jose Del Cabo, Mexico. Since that time Diamond has let all of the other properties fall by the wayside. I have pictures of filthy rooms with urine still in the toilets from previous guests, dirty clothes and linens in drawers, and filthy furniture, door frames, kitchens, and baseboards.
Stephen Cloobeck even appears on an episode of Undercover Boss showing how he was "fixing the problems" with the company he purchased. They play that episode on a constant loop in Cabo. Watching it once will show you what kind of narcissistic jerk this guy really is.
After one particular weekend in Palm Springs of being treated rather horribly, we took our next trip to Las Vegas. There we were "greeted" by a customer service associate who wanted to hear about our problems in Palm Springs and "make it right". He proceeded to tell us that the problem with Diamond these days is all of the MGV owners who are nothing more than "transients"; he was sitting in my penthouse at the time while calling me a transient to my face. Hmmm... transient, penthouse. I'm not following the math on that.
My wife and I complained to the concierge who told us that this representative had just come down there and told his boss he never talked to us because we weren't in our room. So he's a rude prick, and a liar.
In order to resolve these issues Diamond had a representative speak with us repeatedly on the phone over the coming weeks. The culmination of which was his offer to have us spend $70,000 to transfer our MGV points over to Diamond points in hopes that we would be treated better as Diamond owners. Have you ever heard of such a disconnect laced in arrogance?
I filed a complaint with the BBB (#90130088) and was told Diamond sent a letter to resolve my concern. The response we received from Michelle Gross, a Hospitality Management Specialist, says that they looked into our account and have "been unable to find any incidents were you were not provided excellent customer service." Maybe she should check next to Hillary Clinton's emails. My complaints are probably right there.
So the lies and poor customer service continue; not to mention multiple grammar errors in this letter (i.e. "were you were"; above). It's called "spelling and grammar check" folks. Use it. Who are the uneducated hacks running this place?
We've made multiple complaints, it's been well documented, I have business cards (and I think some type of reference or incident number) of several managers as well as the aforementioned incident that spanned several weeks of phone calls, but they can't find a single complaint? Perhaps they don't WANT to find a single complaint. Punchline is, they refuse to cancel my contract or refund any money of my purchases, they will charge me $250 to opt out and lose my investment, and I'm stuck paying skyrocketing annual membership fees for a sub-par product I don't want. Sounds like extortion to me.
This is how they REALLY feel about their owners/clients. Keep that in mind before you buy or book. By the way, you don't have to be an owner anymore since they took over. They let anyone book on GroupOn or Trivago, I've seen it both places. So the products were paying for as owners get trashed by anyone who could care less and gets a sweetheart deal on GroupOn.
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