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:06/01/2023

  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.

  I am writing to file a complaint against Flagship Resorts concerning my experience with their timeshare package. It all started when I won a prize for a trip/flight to a location but was informed that I had to attend an orientation to receive it. During the orientation, I was told that I could sell my week or points to generate extra income. However, I was never informed that my maintenance fees were going to increase. I was in the conference for almost eight hours, during which they kept lowering the price each time I said no and had me speak with different salespeople. I felt pressured to purchase the timeshare due to the salesman mentioning that I was staying at their resort for a couple of days. We never used the timeshare. I have attempted to contact them to find out how to release my obligations and was told I need to email them, but nobody has gotten back to me. I have sent several emails. I have also called them and am unable to get through. I am currently in a financial hardship and can barely afford to buy food in my house for my family and constantly behind on my car payments because I am unable to get a hold of someone also in the finance department to stop my automatic debit that keeps overdrawing my account in which then I have to come up with over a $100 dollars in overdrawn fees which I do not even have.

  

  Business Response

  Date: 06/07/2023

  I have read the consumers complaint. The consumer advised our team that she had legal representation, therefore we cannot comment on her claim at this time.

  Customer Answer

  Date: 06/15/2023

  
  Complaint: 20129421
  
  I am rejecting this response because:
  
  

  The reply they sent is incorrect. Not sure where they got the information that I had legal representation. I haven't spoken to anyone at Flagship. 

   

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

  

  Business Response

  Date: 06/16/2023

  I have read the consumers response.  Our records show that on 5/4/23 the owner spoke to ******************** in the finance department, and advised ******************** she was working with a lawyer. Please advise if she has legal representation.

• Initial Complaint

  Date:05/24/2023

  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.

  I want to bring awareness to the misguided information provided by Fantasea Resorts: Atlantic Palace. We purchased this timeshare on July 13th 2015, 6 years of making ontime payments with no issue. I contacted Fantasea some time ago, to ask if I could have a mutual opt out from this contract. In short the answer was no. They told me the most they could do for me was assist me with transferring the deed to someone else for a fee of $383. No one else wants this headache, who would want to be associated with a company who uses disgusting sales tactics to tie people to major purchases. We constantly told them no and and they kept lowering the price after every no, until we said yes.The 1hr expected time frame ended up lasting at least 5.During our presentation they breezed through the information, so fast we couldnt comprehend what we were signing. They brushed it off as if it wasn't a big deal and it was just ordinary paperwork.You wouldnt have thought you were signing something that could potentially put you in so much debt. The sales representatives told ** that we could stay at Atlantic Palace, Fantasea Resort and Wyndham. Later we found out from Wyndham that they have nothing to do with Fantasea Resorts. The dishonesty and misinformation is just half of the reason I no longer want to be tied to this contract. In February 2021 my husband had open heart surgery, and had to go on dialysis for 4 treatments, had stents placed in his heart veins in May 2021 and even had iron infusions, blood transfusions and was admitted into the hospital 3 times. My husband recently passed away from liver cancer and I am not looking to vacation anywhere. With his passing, Im now down to 1 income. I can not afford to upkeep this purchase. This is not my main priority. I am expecting a response with how your company plans on closing out this timeshare contract.

  

  Business Response

  Date: 05/28/2023

  I have read the consumers complaint. Please advise the consumer to call *** or **** at ************ so that we can resolve their complaint directly with them.

  Customer Answer

  Date: 05/30/2023

  
  Complaint: 20100839
  
  I am rejecting this response because:
  I contacted the person who they told me to contact. They still refuse to do anything and told me I'm probably being scammed by the people trying to release me from my contract.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/02/2023

  I have read the consumers response. During their conversation, the consumer advised of legal representation, therefore we cannot comment. Their legal counsel will need to contact the legal department.

• Initial Complaint

  Date:05/23/2023

  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.

  Weve owned a timeshare with Flagship since 2009. Weve used the services multiple times and have been loyal owners for 13 years. As of recent, our lifestyles have brought us to make the decision that this timeshare is no longer for us. Although the timeshare has been paid off and we only have the yearly maintenance fees, we have asked Flagships corporate to take it back and they have refused. We previously inquired about their deed back program and they responded with a strong no. In the last year alone, weve had several changes including *****'s employment status which does not allow ** to continue this relationship. Ultimately, we are reconsidering if this company was one we were genuinely content with, if this is how they treat their owners when they are in need of assistance. We want to deed back the timeshare to release ** completely from all of the obligations related to the ownership and we hope that we hear a favorable response from this action. We look forward to hearing from someone at Flagships corporate office regarding our concerns.

  

  Business Response

  Date: 05/30/2023

  I have read the consumers complaint. Please advise the consumer to call *** or **** at ************ so that we can resolve their complaint directly with them

• Initial Complaint

  Date:05/03/2023

  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 writing to file a complaint against Flagship Resorts concerning my experience with their timeshare package. It all started when I won a prize for a trip/flight to a location but was informed that I had to attend an orientation to receive it. During the orientation, I was told that I could sell my week or points to generate extra income. However, I was never informed that my maintenance fees were going to increase every year. I was in the conference for almost eight hours, during which they kept lowering the price each time I said no and had me speak with different salespeople. I felt pressured to purchase the timeshare due to the salesman mentioning that I was staying at their resort for a couple of days. On attempting to reserve a day on my first year, the requested days were not available, so I never used the timeshare. Flagship Resorts is still charged me for maintenance fees during the Covid-19 pandemic, even when all hotels and resorts were not open for operation. The customer service at *********************** is terrible. I have attempted to contact them to find out how to release my obligations, but my calls have not been returned. I did receive an email from ********************* at Flagship Resorts stating that I must pay thousands of dollars to give the timeshare back to Flagship Resorts. I do not believe this is a fair resolution for me. I have already paid them a lot of money, and nothing I have experienced with my ownership has been worth anywhere near what I have paid out. I regret ever trusting Flagship Resorts. I hope that Flagship Resorts will do the right thing for me and take the necessary steps to resolve this issue.

  

  Business Response

  Date: 05/09/2023

  I have read the consumers complaint. Our Title and ************************************ have attempted to contact the owner by mail and phone multiple times in an effort to assist him in his needs. Please advise the consumer to call our **************** and we will be happy assist him directly.

• Initial Complaint

  Date:04/20/2023

  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.

  Converted to points 11/2020.Estimated financial Loss $23070.00 BUYER BEWARE!!! This company is a total scam. As we prepare for retirement the need to reduce monthly expenses. We have been extremely disappointed and frustrated, as there are untold hidden costs associated with this timeshare. When we converted to the points system, we were told that the points worked just like airline and hotel programs and could be used for resort stays or even cruises. However, we have found that the points only give a small discount and do not cover the entire cost of our vacation expenses. This was not made clear to us during the conversion process, and it has put us in a difficult financial situation. We are currently in a position where we need to provide much-needed medical coverage for our family. We were not made aware of the limitations of the points system during the conversion process, and we feel misled and taken advantage of. We request that our account be canceled and we receive a full refund.

  

  Business Response

  Date: 04/29/2023

  I have read the consumers complaint. We do value the consumer as an owner who has been an owner since 2016 and has upgraded twice. The consumer has been made aware, that as their contract states, we do not cancel or refund contracts once the rescission period has expired.  Our team has attempted to contact the consumer regarding their past due balance of $882.92 and will do their best to work him during his current circumstances.  Please advise the consumer to contact our *********************************** at ************. Additionally,it should be noted that the BBB is not an exit strategy for a timeshare ownership.

  Customer Answer

  Date: 05/02/2023

  
  Complaint: 19963190
  
  I am rejecting this response because:

  I understand that you may be frustrated with the fact that we are behind on our payments. However, we must prioritize our health and well-being first, especially since we have medical bills to pay for. As you may know, taking care of a loved one who has autism can be financially and emotionally draining. In addition, we are preparing for retirement and our financial resources are limited.
  
  We were talked into upgrading our timeshare and it was not our choice to begin with. Your brochures may claim a 5-star rating from the Better Business Bureau, but we did our own research and found out that it is actually a 1-star rating. We cannot financially ruin ourselves to pay for something we cannot even use. We have received daily calls and letters warning of severe consequences if we fail to make the payments, which has been stressing us out even more.
  We hope that you can understand our situation and work with us to find a solution that is mutually beneficial. We must prioritize our health and well-being first. Thank you for your understanding.
  Sincerely,
  **************************;

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

  

  Business Response

  Date: 05/09/2023

  I have read the consumers response.  Im confused as to why they feel they didnt have a choice regarding upgrading. Our sales team is diligent about ensuring the consumer is given a deal that they are comfortable with and no one is forced into purchasing or upgrading at any time. We can only reiterate that we do not cancel or refund contracts once the rescission period has expired. However, ******************** Finance team has reached out to the Owner in attempts to assist them with their balance, but those are either ignored or hung up on. As mentioned, our team will do their best to work with the consumer during his current circumstances. We ask again that he calls ************ so that we may do so.

• Initial Complaint

  Date:04/20/2023

  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 writing to file a complaint against the timeshare company, Flag Ship Resort. My family and I have had an awful experience with them, and we have not received the help we need from them. Every time we call to plan our vacation, there was never anything available we could call multiple times a year, and we would always be told there were no rooms at any of the resorts we wanted to stay at. On one of the few times we could actually book a room, they gave ** a room on a smokers floor even after we had told them that we couldnt be around cigarettes because we all have asthma.We were promised we had 13 weeks out of the year to use at any resort in ***************** at a $300 rate. However, they now claim they cant find it anywhere in their system where they promised ** that. We also received a call from someone at Flagship wanting to talk about our timeshare. They said they noticed that we always stayed at the Flagship and not Atlantic Palace, and that was because our disabled son really enjoys the pool at Flagship. They told ** that we had to switch timeshares or we couldnt use Flagship anymore because our contract was with Atlantic Palace, which made no sense to **. After all, we were initially told that we could use Flagship since it was under Fantasea as well, and now theyre telling ** otherwise. When the pandemic hit, I lost my job, and my husband is on unemployment. We have been struggling and cannot afford to pay for this timeshare. We have been trying to seek their help to get out of this nightmare, but they have been no help at all. We have not even received a response for over 10 months now, and we dont know what to do anymore. Overall our experience has been a nightmare. We feel that we were promised things that were not delivered, and now we are stuck with a timeshare that we cannot afford. We are hoping the Better Business Bureau can help ** resolve this issue and provide ** with the assistance we need.Thank you for your time and attention

  

  Business Response

  Date: 04/29/2023

  I have read the consumers complaint. We do value the consumer as an owner.  While reviewing their account, our notes indicate that while the consumer did send letters and emails, we show they have been answered, so it has been reiterated numerous times that we do not offer a cancellation program, as noted in the contract. We also show no record of an incident at one of our properties. The consumer is currently past due on their mortgage balance in the amount of $3,798.24, as well as on their maintenance fees. While the consumer has currently refused any assistance from our team and advised that they will not be paying towards their contractual obligation moving forward, we advise them to contact our *********************************** at ************ and our team will do their best to work with them during their current circumstances. It should be noted that the BBB should not be used as an exit strategy for timeshare ownership. 

• Initial Complaint

  Date:03/19/2023

  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.

  When we initially signed on with Flagship Resort, we were offered two free nights in *************, a gift card to ********, and a **** gift card. While in the meeting, we were told we could book one-night trips with RCI and that our points would be easily converted. When we told the salesman that we did not want to purchase specifically on that day, the pressure increased rapidly. More salesmen were brought in, and they were somehow able to decrease the price substantially. They pressured us to make a purchase. The sales team all have the same objective, to do whatever it takes to make sure they get their cut. We regretted the decision as soon as we left the building. We have not been able to book weekends at hotels, even though the same rooms are being offered on online sites. The points are not easily transferred to RCI. We have experienced dirty rooms with damage to furniture when staying in the hotel. We asked to be released from our ownership, we gave reasons, we adjusted our lives to come to terms, and instead, we get a total lack of concern. We did not suffer these problems when this company pursued us to purchase or when their salespeople employed their high-pressure sales. Flagship Resorts made no slow work of relieving us of our money; relieving us of our contract is another matter altogether. That is why we would like to completely cancel our ownership and be refunded for the inconvenience this company has had a part in.

  

  Business Response

  Date: 03/31/2023

  I have read the consumers complaint. We do value the consumer as an owner.  The consumer had a rescission period in which to cancel and receive a refund, but did not do so. It should be noted the BBB is not an exit strategy for a timeshare ownership, however; as per the original agreement, owners are able to sell or transfer their timeshare once the mortgage is paid in full. We cannot be involved in the sale. In an effort to assist the consumer, we can waive the transfer fee once he has secured a buyer. Until then, we would like to see the consumer get more usage of the ownership. Please contact our team by calling ************, Monday Friday, 9am-5pm with any questions.

• Initial Complaint

  Date:03/01/2023

  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.

  Never in my life have I been treated with more disrespect than when I called on 2/13/23 and spoke with a representative at FantaSea Resorts. I called in to ask for help ending my membership. For years, my wife and I have struggled to rid ourselves of this timeshare. I called about my maintenance fees and was transferred to the mortgage department. The representative that answered had an attitude right off the bat. He immediately started to belittle and talk down to me. Telling me how much I owe and that they will ruin my credit. He was practically throwing it in my face and talking over me. The more questions I asked, the more irate he became. He was rude and aggressive, arguing that they would never let me out of this contract. After being scolded like a child for a few minutes, I asked if I could speak with his supervisor, and he continuously refused to get a supervisor and kept saying he was the boss. I passed the phone to my wife, and he immediately started to scream and berate her. He went as far as to call my wife a CUNT! That is when I asked for the recording of the call and to speak to a supervisor again. He continued to yell, and I realized talking to him was not helping, so I hung up. He called back shortly after with a very different attitude and demeanor. He was being friendly and professional. He was acting as if nothing had happened. I found this very weird, and it seemed like a form of manipulation. We are both utterly appalled that you would allow such atrocious behavior. Still, when we looked online, we saw that this is a disturbing pattern and that your representatives treat customers disrespectfully regularly.

  

  Business Response

  Date: 03/13/2023

  I have read the consumers complaint.  Upon review, the above claim is unfounded, and such a word was not used by our team. The consumer has an outstanding mortgage balance of $12,755.28 as well as an outstanding maintenance fee balance of $4,1023.23, in which our team has attempted to resolve with him. On multiple occasions the consumer has refused any assistance from our team. He has been hostile and belligerent towards our team members. The consumer now looks to the BBB for assistance in an effort to cancel his contract. The BBB is not a means to end his contractual obligation. 

• Initial Complaint

  Date:01/24/2023

  Type:Customer Service 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.

  Financially, I am affected by this timeshare. My bank account is already depleted from medical expenses. Due to my struggles, I have to cancel my doctor ************ and put off buying my medication. I would really appreciate a refund for my timeshare and to be done with this, please. The money would be a great help to me in getting my health back on track.

  

  Business Response

  Date: 02/04/2023

  I have read the consumers complaint. We are sorry to hear of the consumers recent health issues. As the consumer is aware, we do not cancel or buy back ownership; if the consumer wants to sell her ownership, she must do so on her own as we cannot be involved in the sale. The BBB is not an exit strategy for the consumers contractual obligation. The consumer has an outstanding mortgage balance of $2,776.31 and maintenance fee balance of ******. The consumer can contact our maintenance fee department at ************** and we can help set up a payment arrangement.  Once the principal loan balance and delinquent maintenance fees are paid in full, and the consumer has arranged a buyer, we can offer to waive the internal transfer as part of the settlement.

  Customer Answer

  Date: 03/07/2023

  
  Complaint: 18891816
  
  I am rejecting this response because:
  
  My answer to Complaint #********
  
  I do not accept their response. I am not interested in selling my timeshare because no one wants it and it has no resale value. To begin with I understand that the BBB is not an Exit Strategy, but since this company has not taken my complaints seriously, then I had to take matters into my own hands and have this resolved a different way. I have explained to this company time and time again that my medical expenses are very high and sometimes I cannot afford the medications that I NEED because I am already drowning in medical and timeshare bills. I regret purchasing the timeshare and the amount of my payments would continue to increase. When I purchased the timeshare the Sales team never mentioned this to me.  I have no desire to use the timeshare now or in the future, and I need out of this now. I deeply regret trusting this company.
  
  Truly,
  **********************; 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/17/2023

  I have read the consumers rebuttal. We value the consumer as an owner with us and we do sympathize with her personal difficulties. We can only reiterate that the consumers contract is clear and concise, stating the terms for the consumer at the time of purchase, which was signed by the consumer. We do not currently have a buyback program, and we do not offer refunds or cancel ownership outside of the rescission period. Again, the BBB should not be utilized as an exit strategy for the consumers contractual obligation. As mentioned,our team can assist the consumer in setting up a payment arrangement, and once paid in full, we can waive the internal transfer fee. This offer will not expire for the consumer.  

• Initial Complaint

  Date:01/23/2023

  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.

  We are hoping that your company can help us with our timeshare membership with FantaSea Resorts. We have been trying to reach out since July and we have not gotten a thing. The fact that this company is okay with bluntly ignoring paying members is disgusting and we are saddened to be a part of this organization. They have taken money out of our accounts without permission, but they can not even take the time to contact us regarding our request. This company is nothing but a scam and we refuse to be members any longer. Please help us with this.***** & ***** *****

  

  Business Response

  Date: 02/04/2023

  I have read the consumers complaint. As per the original agreement, the consumer must sell their ownership interest on their own. It should be noted the BBB is not an exit strategy for releasing ownership of a timeshare. Once the remaining principal balance is paid in full, and when the consumer has arranged for their buyer, I can offer as part of the settlement to waive our internal transfer fees.