CERTS is a scam. Please beware when you are dealing with this company. They have held my money for almost 2 years. CERTS is a marketing company that fulfils offers premium gifts to consumers to entice customers into hearing sales presentations for timeshares. The enticement that was offered to me was a free airline ticket for my husband and myself to anywhere in the continental United States. We mailed in $100 to cover taxes and fees in Feb. We tried for over 8 months to submit dates and different locations to use the free tickets. We even sent in an additional $50 to cover additional fees to allow us to get tickets. At the end of 12 months of attempting to get the tickets issued, we asked for a refund. After 6 months of waiting for a refund, I was told by Pricilla at CERTS customer service that I would have a refund within 6 weeks. I waited 12 weeks and still no refund. I again called CERTS customer service and spoke to Ilene. Ilene looked on her computer system and saw where they received my request for a refund in February and where I spoke to Pricilla on September 19. She told me she could see that no refund had been issued. I asked to speak to a supervisor. She told me her companys policy is that no supervisors can take calls. I asked how I could issue a formal complaint. She told me there was to way to do that. I did finally convince her to take this request to her supervisor. I can only hope that she actually did this and did not lie to me. I am appalled that a large company like WESTGATE SMOKY MOUNTAIN RESORT and SPA would be associated with a company such as CERTS that has such a poor customer service record. I spoke directly with WESTGATE corporate office and their customer service representative Sarah tried to call CERTS. She was unable to reach CERTS after a 30 minute wait time. Sarah told me that basically the promotional gifts were given by WESTGATE but the fulfulment of these gifts was the responsiblity of the promotional company. I did speak to Sarah's superviser Antoine. After about 60 mintutes on the phone Antoie told me the same thing. WESTGATE could not help me. They did refer me back to the local resort. Natalie at the local resort is looking into the problem and said she would call me back in a few days. I will post additional information when it is available.
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