Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We're writing to file a complaint against Boardwalk Resorts about our ongoing struggle to get out of our timeshare. For years, we've tried to cancel our agreement, but our concerns keep getting ignored. Most recently, the company has completely stopped responding to us, which leaves us with no choice but to ask for help. When we first bought this timeshare, we were told it would be a great investment that would hold or even gain value and would be easy to sell or use. None of that turned out to be true. Weve never been able to use this and it has been nothing but a burden. The promises we were told were outright lies. Despite reaching out many times to Boardwalk and requesting a cancellation on the grounds of the lies we were told, it is rare to hear back from them. We're struggling financially and cant keep up with this obligation. Even though we've stopped payments, we're still stuck with the stress and responsibility of this contract. At this point, we just need them to cancel our agreement and release us from any more obligations. We've done everything we can to handle this directly, but the recent silence from the company has forced us to file this complaint. We ask the Better Business Bureau to look into this and help us finally get out of this timeshare. Were hoping for a prompt resolution and written confirmation that were free from this agreement.

  

  Business Response

  Date: 08/17/2025

  We have read the consumers complaint.We value the consumer having owned with us since 2013. As we have previously advised we cannot cancel his contract. His purchase is a real estate transaction, and the right of rescission is clearly communicated on the Purchase and Sale Agreement. We are sympathetic to his current financial constraints, however; he has a contractual obligation to his mortgage and maintenance fees. At this time, as he has mentioned, he has an existing and past due principal loan balance, as well as outstanding maintenance fees. His account has been assigned to *************************** and all communication and questions should be directed to Meridian. Please advise him to contact them at ************.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They made me pay $49 to keep my 18 month reservation and then when I went to call about it, they told me that there was no such thing and I had to contact flagship because they were using another companies timeshare but this other company was nice enough to honor an eight day Stay for a lower price, but flagship promised us two free plane tickets a $50 **** gift card and five nights at their hotel only including cleaning fees every time I called, nobody would answer when I went into the building. There would be nobody there. They knew nothing about the $50 gift card all the sudden and when the employees pick up at the hotel they hang up or they press buttons . Then told me that the place I wanted to go to later after they said it was free and I want it, would be more than $5000 plus plane tickets. they told me to call back in a year and that two of the plane tickets would be covered. I called back in a year and they said none of the plane tickets are covered and the company that was working with them said that they had nothing to do with flagship they only had something to do with the eight day stay flagship made up the five day free stay . They promised me a free hotel day when I got there if I attended their program and when I got to the hotel, they charged me to stay at the hotel and said that it was a $500 hotel room and that they were giving me a discount.

  

  Business Response

  Date: 07/30/2025

  We have read the consumers complaint.We have had a chance to research the consumers request.  The consumer attended a presentation on Saturday 2/10/24. She was offered the choice between two different vacation packages,and chose the one that was an 8 day, 7 night vacation, and did not include airfare.She may have confused this package with the other option, which she did not pick.The additional gift of the $50 gift card was only if the guest took a presentation on a Monday-Friday. Her presentation was on a Saturday. Included in her presentation, was a discounted stay for 3 days and 2 nights at the resort. All of this is clearly explained in the confirmation email she received, and is also discussed when she arrives and registers for the presentation. The $49 referenced is charged from the certificate issuer to keep the package opened, and not by us. It seems her concerns and complaint should be directed to the certificate issuer.We advise her to contact their customer service number which should be printed on the certificate.

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because the Flagship Resorts have not lived up to the hype of giving owners an environment to be enjoyed while being away from home. In 2021 I upgraded my property hoping to use this as a quick and easy get away location. Unfortunately, trying to use the property has been difficult due to booking problems, therefore I have only used the property once; rooms that are unkept with furnishings that are old and worn; promised upgrades that have not taken place or are in progress, so they are not available to the residents. It has been embarrassing to invite friends and relatives to the property to be greeted with shoddy and unavailable facilities.I have sent several emails to management and have not received answers. I no longer wish to be associated with or continue a relationship with an organization that does not honor and respect the people who have put their faith, trust and money into what should have been a pleasurable experience. I want to dissolve this relationship in its entirety.

  

  Business Response

  Date: 07/29/2025

  We have read the consumers complaint.A member of our team will contact her directly and privately to address her concerns.

• Initial Complaint

  Date:07/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered a raffle at a local fair and won what was advertised as a free vacation. To redeem the vacation, we had to attend a meeting at Fantasea Resort in *************. After sitting through a long sales pitch, we tried to book our free vacation. It was impossible to reach anyone. We called for weeks, and only got a message about high call volumes. The offer expired because we gave up. We never got the vacation we were promised. At the meeting, we intended to avoid commitments and only collect the vacation, but the salesperson manipulated us. He played on our desire to travel, offering a "bonus" only available if we signed immediately. He also used misleading tactics to make the deal seem more appealing. Despite concerns, we were convinced to buy, thinking it would help us prioritize vacations. Unfortunately, this decision has been a huge mistake.Weve only used the timeshare twice due to crushing maintenance fees and limited availability. When we did visit, we had to endure another sales pitch, making the vacations anything but relaxing. After every experience, we felt regret and financial strain.Since late last year, weve made countless attempts to end our contract, but Boardwalk Resorts has obstructed us at every step. When trying to connect with their representative, ****, our calls and emails were ignored. She later claimed shed made numerous attempts to contact us (untrue). She gave us a deadline to respond, and, when we finally spoke to her, she dismissed us entirely, offering foreclosure or full payment as our only options. We chose foreclosure, but months have passed, and weve heard nothing.This process has caused overwhelming stress. The timeshare has made vacations unaffordable and impossible to plan. Its turned from something meant to create enjoyment into a financial burden. We feel trapped and want Boardwalk Resorts to take responsibility, work with us to resolve this, and finally allow us to move on.

  

  Business Response

  Date: 07/29/2025

  We have read the consumers complaint.Our records do show numerous attempts made from our team to contact the owner. Additionally,we have sent a letter to the owners address on file. The consumer remains contractually obligated to their mortgage, maintenance fees, and is currently past due on both. **************** Finance is available to them for payment arrangements and options and have recently attempted to contact them again. We advise the consumer to call **************** Finance at ************ so that our team can assist them directly.

  Customer Answer

  Date: 08/05/2025

  
  Complaint: 23631229
  
  I am rejecting this response because:
      There claim of trying to contact me multiple times is only have of the issue. I have been communicating with this business for months and the length of time it takes to get responses on emails or a phone call returned is unacceptable. They try to push communication issues back on me, but this company does not respond to any attempt to reach out. If they do respond, they refuse to listen to me, talk over me, and tell me that they will not work with me.
  
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 08/16/2025

  I have read the consumers complaint. The consumer and the Director of **************** Finance has since spoken and reached a resolution.

• Initial Complaint

  Date:07/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flagship no longer meets basic standards

  

  Business Response

  Date: 07/29/2025

  I have read the consumers complaint.We value the consumer being an owner with us since 2014 and upgrading his ownership.However; as we have previously advised, we cannot cancel his contract at this time. He has a contractual obligation to his mortgage and maintenance fees, and at this time has an existing and current principal loan balance. Once paid in full, he may sell or transfer his ownership. In the meantime, we would like to see him enjoy his ownership and our **************** team remains available for his questions and needs. They can be reached at ************.

  Customer Answer

  Date: 08/28/2025

  
  Complaint: 23624270
  
  I am rejecting this response because:
  
  

  To whom it may concern,

  
  

  We tried to respond within the time given by the BBB but just barely missed it. Below is my response. 

  
  

  Its incredible that you have absolutely nothing to say to defend yourself about how miserable the quality of your timeshare is! Not a word about how the resorts are lackluster, the poor value, the chore that is trying to book, none of it! You dont care at all about how awful your product is, you just shamelessly wave our contract in our face and say too bad. We point out how bad of an experience it all is and your only reply is to laugh at us and tell us we are stuck with it. Add heartless customer service to the list! Only ********************** would find it acceptable to deliver such a bad product and talk down to their customers for asking the bare minimum from it.
  

  
  

  Thank you. 

  
  

  ***** and **** ******

  
  

  
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 09/08/2025

  I have read the consumers response. Our records show on their current contract, since upgrading, they have banked their time yearly through 2024. They can contact ************* at ************ to discuss their 2025 usage.  Representatives from *** can assist them with using their exchange within their network.Likewise, our ************* can assist with questions, needs, and reservations,are always eager to help, and are available 7 days a week. We do value the consumer as an owner with us, and our reminders of their contract is to state that they have a legal and contractual obligation to their ownership. The Purchase and Sale Agreement clearly communicates the Right of Rescission. We are not able to cancel their contract at this time, outside of the rescission time period. Should they decide to sell their ownership, once paid in full, we can offer to waive our internal transfer fees. Once they find a buyer, they may contact us for the transfer paperwork. In the meantime, we encourage the consumer to contact our **************** team at the above number so we can assist directly.

• Initial Complaint

  Date:07/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flagship has completely ignored our request to cancel our timeshare contract, even though our loan is fully paid off and all fees are up to date. Weve reached out via email and even sent a letter, its been months with no response.Using the timeshare has been a nightmare. Theres almost never any availability, and since purchasing it, weve only managed to use it three times. One of the stays was awfulthe carpets were filthy, and there was mold in the room. For the amount weve paid, including the ever-increasing maintenance fees (which were never disclosed to us upfront), this is unacceptable.On top of that, I have multiple myeloma and am undergoing chemotherapy, which makes traveling difficult. The financial strain of medical treatments not fully covered by my insurance, combined with the cost of this timeshare, is overwhelming. When I can travel, its far cheaper to book trips on my own than to keep paying maintenance fees for something we can barely use,Whats worse is learning that this financial burden could be passed down to my kids or grandkids. I dont want that for them. This entire experience has been a ripoff. All were asking for is acknowledgment and full cancellation of ownership. We hope that bringing this to the BBBs attention will push Flagship to finally respond instead of continuing to ignore us,

  

  Business Response

  Date: 07/24/2025

  We have read the consumers complaint.  A member of our team will directly contact the consumer to discuss their request.

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Statement:I stayed at the Flagship Hotel in ************* on June 3, 2025, and checked out on June 4, 2025. I booked the room online, and upon arrival, I was charged $120 at the front desk, with $100 of that amount stated to be a refundable ********** checkout, the deposit was not returned, so I called the hotel a few days later and was told the refund takes 710 business days. After waiting 10 business days with no refund, I called again and was then told it actually takes 14 business days. It has now been 18 business days, and I have still not received my ********** this point, its clear that the Flagship Hotel is not intending to return the $100 deposit. I am requesting that the full $100 deposit be refunded immediately

  

  Business Response

  Date: 07/08/2025

  We have read the consumers complaint. We have had a chance to research his request. Prior to check in, a pre-authorized hold for $123.38 was put on the credit card he provided. At check out, he was only charged $23.38, and the remainder monies were released on June 4, 2025. Please advise the guest the front desk manager will contact him directly to provide the release number, so that we may protect his privacy. As it was just a hold, and not a charge, the final processing time and how it reflects depends on his financial institution.  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we entered the room all the lights were on and I saw food and pills under the nightstand. Then I saw roaches on the wall. Some alive some dead on the carpet. I have asthma and roaches trigger my asthma. We immediately left and at 1:00 a.m had to find another hotel. I have been trying for a few weeks to contact the hotel Mgr. for a refund and no one will contact me. Also because I can't get a reply from the hotel my Discover card will not remove my charge. I am hoping you can help me get my money back.

  

  Business Response

  Date: 07/04/2025

  We have read the consumer’s complaint.
  We have had a chance to research her request. We do show the guest checked out at
  2:15am, but did not lodge any complaints at the time. Our Front Service Manager
  has since spoken to the guest and advised that she was charged for one night only,
  and the remainder was refunded on her ******* prepaid card.  The guest was advised to contact *******
  regarding her refund and for any further questions. Her complaint should be
  lodged with *******.  

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: 

  At the time of checking out I did make a complaint about the room. I spoke with a young woman named Sarah who was running the from desk and informed her that my sister and I found two dead cockroaches and one alive cockroach in the room. I also asked her for an immediate refund and she told me that she could not give me one at the time because she had completed the nightly audit. She instructed me to call back the next morning to speak with a manager, which I did. Besides my sister a gentleman who is a maintenance worker for the hotel also witnessed this conversation and Sarah even asked him to go look at the room where we had found the cockroaches. Unfortunately I never got his name but I can tell you that he was working the night of May 16th at the time of this issue (1am-3am). 

  I don't believe I should even be charged for one night when I did not stay in the room. The only reason my sister and I were in the room for the time we were was to collect evidence to show the front desk and to also call around to other hotels to find somewhere else to stay. I have a medical condition that was almost triggered because of the cockroach dander in the room. 

  I will attach photos of the roaches and food we found in the room upon arrival. I am only able to attach five photos but I have more to provide if need be. I also have videos but I cannot attach them so if there is anyway I can share those please let me know. 

  
  
  Regards,
  
  
  
  **** ****

  

  Business Response

  Date: 07/15/2025

  We have read the consumer’s
  rejection.  On June 27, the Front Service
  Director spoke to the guest regarding her visit. She will contact the guest privately
  to discuss her request directly.

• Initial Complaint

  Date:06/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WAS PRESSURED INTO PURCHASING A TIMESHARE. I CALLED TO CANCEL WITHIN THE TIMEFRAME. I WAS TOLD THAT I HAD TO CANCEL IN WRITING. I CANCELLED IN WRITING. THEY CLAIMED TO NOT RECEIVE.I MAILED MY CANCELLATION WITHIN THE TIME FRAME (30 DAYS). I HAVE TRIED TO SPEAK WITH BLLING MULTIPLE TIMES WITH NO RESOLUTION. I HAVE NOT PAID A SINGLE DIME TOWARDS THE "CANCELLED" CONTRACT. MY CREDIT SCORE IS TANKING. THE FINANCE DEPARTMENT WILL HEAR NOTHING. THE HIGH PRESSURE SALES TACTICS ARE BAD ENOUGH. BUT TO TELL ME I HAD 30 DAYS TO CANCEL, WHICH I COMPLIED WITH, TO ONLY HAVE MY WISH TO CANCEL THE CONTRACT IGNORED. I AM LOOKING FOR MY INITIAL PRESENTATION DEPOSIT OF $1600.00 RETURNED, CANCEL THE ACCOUNT AND GET MY CREDIT RATING BACK.

  

  Business Response

  Date: 06/21/2025

  We have read the consumer’s complaint.
  The consumer purchased December 16, 2022. The decision to purchase is entirely
  voluntary. His right of rescission period is seven (7) calendar days. He did
  not inquire about cancelling until after that rescission period. Our team
  advised him under the terms of his signed contract, we could no longer cancel
  his ownership. He understood. At the time of his purchase he signed the Purchase
  and Sale Agreement, which clearly and conspicuously discloses the right of
  rescission, in multiple areas, including the top of the document, and in bold
  font just above the signature line. We do not have record of a letter being sent.
  At a later date, he spoke to our team requesting a reservation using his
  ownership, and we were able to help him with that. Our team has repeatedly
  advised him his contract had not been, and could not be, cancelled. He has a
  legal contractual obligation towards the Mortgage and Maintenance Fee payments,
  which he is delinquent on. He has a Principal Loan Balance of $12,150 and an
  outstanding Maintenance Fee balance of $3,223.84. Per the terms of his contract,
  he will not be able to utilize and enjoy his owner benefits until he is current
  in his payments. We advise him to contact Customer Service Finance so they can be
  of direct assistance.

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 23466599
  
  
  
  I am rejecting this response because:

   

  "We do not have record of a letter being sent. At a later date, he spoke to our team requesting a reservation using his ownership, and we were able to help him with that."
  

  This is absolutely untrue. I spoke to them mto cancel within 7 days, sent the letter per their verbal direction within 7 days. I have NEVER used my ownership to either request or secure a reservation. I have made zero payments on the principal balance or maintenence fees (other than the $1600.00 deposit the day i signed the contract) for the simple reason that in my opinion,  making a payment would deem the contract valid. After my attempt to cancel within the recission period, I have called several times to try and resolve the account and have it cancelled as per my request (both verbal and written) within the recission period. They have been completely unhelpful. I have not used, requested a reservation or made any payments on the contract. 
  
   
  
  Regards,
  
  
  
  John Lagana

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've been reaching out for months to resolve the issues with Boardwalk Resorts and our timeshare, but we've yet to receive any response or assistance. Instead of addressing our concerns, they have moved our account to collections, and we can't even get a response regarding that. We are being told it would cost over $27,000 to cancel our timeshare, a sum we simply cannot afford. This financial burden is causing significant strain, especially as we face mounting medical bills and I prepare for retirement. Continuing to pay for this timeshare is not feasible for us anymore. We've done everything we can to communicate, but the lack of response and the escalation to collections have left us desperate for a resolution. We urgently need help to cancel this timeshare and alleviate this unsustainable situation. if anything, we need Boardwalk to contact us to see where we can go from here.

  

  Business Response

  Date: 06/19/2025

  We have read the consumer’s complaint. We have recently corresponded with a
  letter to the owner, however; that was letter was returned to sender. Our team
  has also attempted to contact the owner via phone, however; their calls go
  unanswered and unreturned. We would like to assist the owner. At this date, the
  consumer is past due on their mortgage payment and has an outstanding balance
  of $18,541.16, which is subject to credit report rules and has been turned over
  to Meridian Financial Services as a 3rd party collection agency. The terms of
  their contract state that they are financially responsible for their Mortgage
  and Maintenance Fees. Additionally, their contract discloses a right of
  rescission, and we cannot cancel contracts outside of that requisite time frame.
  Once their mortgage is paid in full, they may sell their ownership. We would
  advise the consumer to contact us directly to assist with the transfer
  paperwork once a buyer is arranged, after their mortgage is paid in full. We
  sympathize with their current financial situation and we may be able to offer
  them a payment plan that better accommodates their needs. Please advise the
  consumer to contact Meridian at 800-849-1236 for direct assistance.