Were you ripped off too? I suggest you register your complaint with the Better Business Bureau at www.bbb.org as Napa River Pointe is really Summer Bay Resort and is a registered BBB member number 448-0000050. BBB also has more company information, and I will write all contact info I have at the end of my report.
On 01/28/09 I responded to a radio contest offering a free vacation package in FL to first 5 correct callers. I was told I won the free package and that someone would call me within the hour. The return call (made from a switchboard and thus untraceable by regular consumers) consisted of a two person process. First representative told me I had won and that there was an admin charge that goes with the package. I asked whether the charge was immediate and he said no. I indicated that I would not be interested until I could check flights, etc. But was naive enough to give the Visa #, thinking I could dispute the charge if any fraudulent activity was tried by them.
I was passed to a second operator for verification, which is supposed to be a recorded call. I clearly stated that I was not interested in their offer if I was going to be charged before I could make travel arrangements. After several times indicating this to the rep the second representative said "someone will be in contact with you" and hung up the phone.
At no time did I ever receive any written documentation from the people offering vacation package, nor had the benefit of their company name.
Next step was receiving the charge on my credit card statement which references NAPA RIVER POINTE 407-215-2084, a resort in California and telephone number in FL. I called the number when I saw the transaction on the statement without a return call. I therefore disputed the charge with my credit card company filing online dispute then following up with the written affidavit on 02/26.
The next contact I received (to my cell phone but from a blocked number) was from a manager from who I understood to be Napa River Pointe, but most likely was someon from Summer Bay Resort, asking why I disputed the charge. I reviewed with her that on the recorded conversation I clearly stated that I was not interested and to not charge my credit card. I asked her to please verify the recorded conversation. She ended the call (she had identified herself as a manager but had not given me her name, and I did not take it).
I received no other contact from either Napa River Pointe nor Summer Bay Resort. My credit card company called me back on 04/09/09 saying that the supplier had written back referring to a recorded conversation. I explained saying they must not have verified the recorded conversation.
The credit card company wrote me on 04/17/09 saying they could not reverse the charges and I had to work it out with the supplier.
I requested supplier contact information from my credit card company (I have never been given anything from the supplier indicating the charge and how to make my reservations). I reviewed the info once again and the credit card co said that although I clearly said that I did not authorize charges, simply saying the credit card number per Visa is authorization, so they would not reverse the charges. They will send me the documentation they have from the supplier by regular mail.
I then checked the internet to see what info was available for Napa River Pointe. I found that it was in CA, but also that there had been a complaint registered with the complaint, and that complaint referenced a number 1-866-280-3120 that got me to an operator, Bob Leger, who 1) was able to reference my information by putting in my cell phone number to their system and 2) noted I needed to speak with Quality Assurance department who could listen to the original recorded call. I spoke with Shannon, operator number 1668, x215, who verif asked me why I had waited so long to contact them. I noted that 1) I had never received anything from the company so didn't even know the company name or number, and 2) had tried the number listed on my credit card (407-215-2084) but that there was never any answer and never any response to messages left.
Shannon told me that calls from 01/28/09 had already been archived and that I would have to contact the Legal Compliance Department at PO Box 941216, Maitland, FL 32794. Before letting her hang up I asked for the proper name of the company and she told me it was Summer Bay Resort. I asked why the charge on the credit card says Napa River Pointe and she said it was an affiliated company.
When I asked her for the EIN and address of the company she would only tell me that they operate in Orland FL, and she did tell me that their Better Business Bureau register number is 448-0000050. Of course at that point, she hung up saying that she could do nothing more.
I called back to 1-866-280-3120 Quality Assurance on 04/21/09 to ask how long recorded conversations are kept. I spoke with Mark Madder x22234, who said he had no operator number because he is a Manager of Quality Assurance. He said not only had the recorded conversation been archived but that it no longer exists. He again referred to the PO box in Maitland, and finally I hung up due to his rudeness.
This company is clearly trying to rip people off while making it as hard as possible to get in contact with them. They contact the consumer with BLOCKED NUMBERS and NEBULOUS COMPANY NAMES (up until today I thought I was dealing with a company called Napa River Pointe), and regularly hang up on consumers before one can get appropriate information from operators and employees. As I worked through the dispute process I took the next step as soon as information was available. I am grateful for the other consumer that had listed a contact number on The complaint at http://usacomplaints.com/reports/0/435/RipOff0435174.htm (thank you Starr in Eureka CA) so that I could get further information from the company today. It is clear to me all along the way that each of the company representatives is used to receiving these fraud complaints.
Please clean these people up! Anne, Whitinsville, MA.
Better Business Bureau complaint number
EBB1F-2F372-60420-397F8-20EDF-A3E47-D9
Company Quality Assurance PHone # 1-866-280-3120
Legal Compliance PO BOX! For complaints
Summer Bay Resorts
PO Box 941216
Maitland, FL 32794
0 comments