BBB Accredited Business sinceAdditional Locations
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This company offers Timeshare Vacation Exchanges.
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A BBB Accredited Business since
BBB has determined that San Francisco Exchange Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for San Francisco Exchange Company include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Bureau of Real Estate
1515 Clay St Ste 702, Oakland CA 94612
Phone Number: (510) 622-2552
Type of Entity
Business ManagementMr. Cory Phelps, Senior Vice President
Number of Employees
Vacation Time Share
Alternate Business NamesSFX Preferred Resorts
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Additional Phone Numbers
- (510) 749-3700(Phone)
- (800) 739-9969(Phone)
Additional Email Addresses
- - eQuote
- - Communication/Mass Email
- - eQuote
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|2/29/2016||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: I feel like I am the victim of Bait and Switch - I deposited a Timeshare week with this company expecting to Exchange it, but I cannot I deposited a timeshare week with this company a year ago (November 2014). In March 2015 I called them to request an exchange. Nothing happened for several months. In August I contacted them again. Then suddenly they started offering me random vacations that I did not request, and getting argumentative that they are providing me with perfect matches and that I am not taking them.
Desired Settlement: I'd like to speak to a Manager of somebody senior that can help me make the vacation exchange, even if it takes them longer than the customary 24 month window to complete the job
Business Response: Initial Business Response /* (4000, 7, 2015/11/20) */ November 20, 2015 RE: Case# XXXXXXXX We're responding to your letter dated, November 9, 2015. This member did call us and made a few vacation requests. On 10/7/15 we offered them Christmas week, arriving 12/25/15 for 7 nights at the beach in Southern California. They returned our call (on 10/8/15) and advised us they couldn't take that week and could we please extend the search out for Easter and Summertime. We did extend their search per there request. On 10/9/15 we called and offered them a resort in Scottsdale, Arizona in a 2 bedroom for May. He returned our call and let us know they only wanted Christmas time. (Even though they declined the Holiday week we offered) On 10/13/15 we called and left a message offering a week in August for another Southern California resort. He called back and said due to the kids school they can't take this week. This week we spoke with the member and have reached an amicable resolution; we extended the length of the time he has to use his deposit and submitted several detailed vacation requests. Thank you, The San Francisco ******************************** XXXXX Initial Consumer Rebuttal /* (2000, 9, 2015/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I disagree with their historical description above, but I do agree with the proposed resolution
Problems with Product/Service
Read Complaint Details
Complaint: Company seems to be unapologetic about putting out bad information Yesterday May 7, 2015, I got a "membership renewal notice" email that indicated that the renewal price of this timeshare exchange company 10 year diamond membership was $499. When I called the company I was told that the renewal would actually be $699. I spoke to ****** ******* Today May 8, 2015 on the company's website it said that I would get a $200 account credit in addition to a $300 vacation cash-card if I deposit my timeshare early. When I called to confirm this information, I was told that I would only get a $200 vacation cash-card, and no account credit at all. I talked to ****** ****** I asked the company to please honor the information they put out through email and through its website. I was told that "Our IT personnel are working diligently to locate and fix any errors, and with the help of conscientious members like you who take of their time to advise us of any inconsistencies our website is getting better every day." It seems this company should honor the information they put out, in addition to "locating and fixing any error" in their communications.
Desired Settlement: This company should honor the information they put out and provide the membership as advertised at $499 and provide the $200 account credit compensation stated for depositing the timeshare early.
Business Response: Final Consumer Response /* (2000, 6, 2015/05/12) */ The company honored the information they put out, and provided me member account credit of $200. I'm happy with the outcome. Thanks.
|11/4/2014||Problems with Product/Service|