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:11/10/2024

  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 are submitting a complaint against Flagship Resort regarding a dispute over a timeshare contract agreement. My spouse and I entered into this agreement following a promotional presentation held at their resort. Unfortunately, our experience with Flagship Resort has been fraught with issues, leading us to seek the termination of this contract. Initially, we were subjected to significant pressure to commit to this timeshare agreement. The presentation we attended was filled with promises that ultimately have not been fulfilled. Despite assurances, the reality of the situation has been vastly different from what was portrayed. The financial commitments, including maintenance fees and other associated costs, were not transparently communicated to us at the time of signing. This lack of transparency has placed us in a financial predicament we neither anticipated nor can sustain. In an attempt to resolve this matter, we contacted Flagship Resort and requested the termination of our contract. Regrettably, our request was refused by ***************** who declined to assist us in this matter. We find this response deeply disappointing, as we had clearly outlined our grievances and the untenable nature of our current situation. We urgently seek the cancellation of our contract with Flagship Resort. We believe that continuing under the current conditions is neither fair nor feasible. We kindly request the Better Business Bureau's assistance in mediating this issue and facilitating a resolution.

  

  Business Response

  Date: 11/20/2024

  I have read the consumers complaint. We value the consumer being an owner with us. The decision to purchase is voluntary. At the time of their purchase, they first reviewed and signed the Sale Worksheet, which lists the maintenance fee for their selected unit at time of purchase, as well as the purchase cost, and mortgage terms. The consumer then met with a Verification Officer to read, review, and sign the contract,including reviewing the Sale Worksheet again. The contract paperwork also includes the Owners Acknowledgment, which they also initialed and signed the Owners Acknowledgement which also details the maintenance and other fees; as well as the Purchase and Sale Agreement, which specifies the Right of Rescission. As we have advised the consumer, we are not able to cancel their contract at this time, as the rescission time frame has expired. We do sympathize with their financial constraints, and we may be able to offer them a payment plan to help accommodate their current financial needs.  Additionally, our **************** team is available to assist with their questions and is available to help them with their ownership needs. Our team can be reached at ************. 

  Customer Answer

  Date: 11/20/2024

  
  Complaint: 22537468
  
  I am rejecting this response because:
  
  Our experience during the purchase process did not feel voluntary. We were subjected to high-pressure tactics that left us feeling we had no option but to make a purchase to leave the meeting. While we acknowledge our signatures are on the contract, it is important to note that we were rushed through the entire process. We were not given the opportunity to thoroughly review the documents and had to rely on what was verbally communicated to us, which we now realize were misleading assurances. This is something we have explained to your company multiple times but it seems your company continues to ignore this. We were never informed about the rescission period. We believe this critical information was intentionally not explained to us as a tactic to keep us locked into the contract. Had we been aware of our right to cancel, we would have acted within the appropriate time frame. We assert our need to be released from this contract immediately. The tactics used during our purchase were not transparent, and we feel it is only fair and just to rectify this situation.
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 12/01/2024

  I have read the consumers response. The sales presentation that the consumer attended prior to the purchase, and the purchase, are voluntary, and no one is forced to stay or purchase. The verification process, which takes place promptly following the purchase, is when the contract is reviewed. All documents are presented to the consumer to read prior to signing. The consumer may take as long as they want and as long as they need to read their contract documents. They also left with all the contract documents in which they could read over again. The right of rescission is clearly and conspicuously communicated on both the top and bottom of the Purchase and Sale Agreement. As we have advised, while we value her as an owner, we are not able to cancel her contract.We are available to assist her in using it and enjoying her vacations, and our customer service team is available at ************ to answer any questions.

• Initial Complaint

  Date:10/20/2024

  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.

  I am filing this complaint about Boardwalk Resorts. Earlier this year, ******* Battler from Boardwalk Resorts emailed me, saying if I paid my past due maintenance fees, I could cancel my contract. I have tried many times to contact her and others at the company, but no one replies. I asked if they could waive the maintenance fees since I have not been able to pay them for 4-5 years due to several issues. I havent heard back at all, and this is very frustrating. I am asking for your help to get Boardwalk Resorts to talk to me and see if they can waive the fees so I can cancel my contract, as they said.

  

  Business Response

  Date: 10/22/2024

  I have read the consumers complaint. I see that the consumer and Ms. ******* have been in communications often regarding their request. She advised him that we cannot waive his owed maintenance fees and he
  must bring his account current with ***************************. We do sympathize with his financial constraints. He can reach ******** ****************** at ************ to discuss payment options.Once he has settled the payments, Ms. ******* will be able to discuss further resolution options.

• Initial Complaint

  Date:10/15/2024

  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 have recently been attempting to discuss our ownership options directly, but our communication continues to be ignored or passed over. Our experiences with our attempts to utilize ownership were always far below the expectations and we were forced to use another program to even take advantage of any benefit. I have always been able to find rooms cheaper with the resort than using my ownership. Even during COVID my points were forced to just expire and they made no attempts or efforts to provide any extension.The most recent communication they wanted to speak with both of us about the "new program", however it ended with them yelling that we were just wasting their time and they hung up. At this stage we are looking to take the option of the deedback that was presented to us as a risk free protection, however we feel the company is intentionally not responding in order to make us keep paying for something that we do not use.

  

  Business Response

  Date: 10/21/2024

  I have read the consumers complaint. We are contacting the owner directly for resolution privately and offline.

• Initial Complaint

  Date:10/09/2024

  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 have faithfully maintained my financial obligations to this company, but they refuse to correspond with me. I have sent email after email and the only response I get is an impersonal template letter from a Howard A**** basically saying I am being held hostage in my timeshare contract for life. I have kept up my end of this deal, and they haven't delivered on the promises they made to me. The fact that a business can treat people like this and not go under is unbelievable. I do not recommend anyone do business with this company. All I want is to end this nightmare. I have tried contacting them, but they won't help and barely respond. What am I supposed to do? Based on the other complaints I am just one of many that they have mistreated. This company is disgusting.

  

  Business Response

  Date: 10/18/2024

  I have read the consumer’s complaint. I
  do see that we have replied to the owner’s letters requesting terminating her contract,
  and have advised that we cannot cancel contracts outside of their rescission
  period. We do take back or buy back ownership. If she no longer wishes to be an
  owner, she may sell her ownership. However; as stated in her contract
  paperwork, she must do so on her own and we cannot be involved in the resale.
  We would like to see her enjoy her ownership, and believe she could benefit
  from speaking with our customer service team, so they can answer any questions
  and assist with her needs. They can be reached at ###-###-####.

  Customer Answer

  Date: 10/30/2024

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

  I have completely paid off my timeshare. I am not interested in trying to resell my timeshare. I would rather give it to you. In your message, you say, "We do take back or buy back ownership". This is a satisfactory option for me and much more attractive than trying to sell it on my own. It mentions online that a quit claim deed is the simplest way to transfer the ownership back to you. I recommend we agree on this option to keep it simple for everyone. Thank you
  
  
  Regards,
  
  
  ******* ******* 

  

  Business Response

  Date: 11/05/2024

  I have read the consumer’s response. We will
  contact the owner directly and privately for resolution.

• Initial Complaint

  Date:10/06/2024

  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 need to file a complaint against Boardwalk Resorts. We bought a timeshare from them. This timeshare has has not been available when wanted to book. We were not told for other properties which we were told we could go anywhere, we were not told of other money issues & the fact we would have to attend sales meetings. The bookings & cost for other destinations didn't pan out as told. The properties we were wanting were not always available. We feel this part of our sales pitch was to make the sale. We lived in ** at this time & didn't want or need a timeshare in *************. We are now 80 & 82 years of age. We no longer travel. The loan was paid off many years ago. We have been forced to pay our yearly maintenance fees which have gone up from approximately $250 to now they are in the High $700's. We are at the age that this is no longer affordable, esp. since we have never used the property. We have written to close this account, but they refuse telling us we signed a contract. Are they goingto force us to remain customers? I sure hope not. WE feel this is not legal.

  

  Business Response

  Date: 10/15/2024

  I have read the consumers complaint. We value the consumer being an owner with us since 2001.  ******************** has sent him communication directly to his address to resolve privately and directly.

• Initial Complaint

  Date:09/29/2024

  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.

  Despite numerous attempts to contact the company through the email address listed on their website, I have received no response, further compounding my dissatisfaction. Since acquiring the timeshare, my family and I have faced significant challenges. Initially, we were unable to use the timeshare due to blackout dates and fully booked accommodations whenever we tried to make a reservation. It was only after switching to the La Sammana property that we managed to use the timeshare, but the location's isolation from other casinos, amenities, and dining options made it incredibly inconvenient. Even at **********, securing a reservation was only possible during the off-peak winter months. This difficulty in utilizing our timeshare has resulted in considerable financial hardship. The mortgage has been paid off, yet we continue to receive maintenance bills every two years. A major concern is that, as explained by the sales representative in 2014, if anything were to happen to my wife and me, our children would be burdened with perpetual maintenance fees. Given our relocation further away from *************, we have no desire or ability to use this timeshare. This experience has been exceedingly frustrating and disappointing. I would strongly advise others against getting involved with a timeshare, particularly with Boardwalk Resorts.

  

  Business Response

  Date: 10/10/2024

  I have read the consumer's complaint. A member of our team will contact the owner directly and privately for resolution.

• Initial Complaint

  Date:09/19/2024

  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 am writing to formally file a complaint against Flagship Resorts for their ongoing lack of communication and refusal to address our concerns regarding the cancellation of our timeshare. Despite numerous attempts to contact them to inquire about the status of our account and express our intention to cancel the timeshare, Flagship Resorts has repeatedly ignored us and failed to provide any information or resolution.We have made multiple efforts to reach out, hoping for clarity and assistance in terminating the timeshare agreement, but we have been met with silence. This lack of acknowledgment is deeply frustrating and unacceptable, as it leaves us uncertain about our financial obligations and the status of the account.We are seeking immediate assistance in canceling the timeshare and expect Flagship Resorts to acknowledge our requests and provide the necessary information to proceed. We trust the BBB can assist in facilitating a resolution to this matter.

  

  Business Response

  Date: 09/28/2024

  I have read the consumer’s complaint. A
  member of our team will contact him to resolve this matter privately and
  offline.  He may also reach us directly at 800-477-0243.

  Customer Answer

  Date: 10/07/2024

  
  
  Complaint: 22310741
  
  
  
  I am rejecting this response because:
  
  
  
  I would appreciate a response and resolution through this platform and for my records as well. 
  
  
  
  Regards,
  
  
  
  Clarence Hargrove

  

  Business Response

  Date: 10/15/2024

  I have read the consumer’s response. We opted
  to resolve with the consumer directly. He currently owes $2,911.97 in
  maintenance fees, and is several years past due. Our team has previously
  advised him that we cannot cancel contracts outside of the rescission period.
  Our team will contact him to discuss further to offer their assistance in
  resolution options. When he speaks with our team, he may request to receive
  written communication regarding the resolution to have for his records.   The BBB should not be used as an exit
  strategy for the consumer’s contractual obligation with us.

• Initial Complaint

  Date:09/18/2024

  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 lied about where we can use the timeshare, we were told anywhere in the world, then we are told after a few years that the only place we can use it is ****************

  

  Business Response

  Date: 09/26/2024

  I have read the consumers complaint. We value the consumer being an owner with us since 2017. Through their ownership, they have access to **********************, allowing them access to resorts all over the world. In reviewing the consumers account, I see that our **************** has communicated with them earlier this year, attempting to assist them. At this time, the consumer is several years past due on their maintenance fees and have been previously been advised they are responsible for resolving the account.Please advise the consumer to contact ******** ****************** at ************ for payment options.

  Customer Answer

  Date: 09/27/2024

  
  Complaint: 22301948
  
  I am rejecting this response because:
  
  They are lying, we were told the only place we could go is *************! They wanted us to upgrade and spend thousands more to use it around the world ! We told them no. We just want out , we really dont want to put out anymore money.
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 10/06/2024

  I have read the consumers response. At the time of their purchase with us in 2017, they also signed up for a membership through **********************, allowing her access to their worldwide network.While signing she reviewed, initialed, and signed the Owners Acknowledgment which details the II membership and fee. She also reviewed and signed the Royalty Benefits guide, which describes her Owners Privileges directly with us, as well the Interval Gold Membership Benefits. Additionally, she reviewed and signed the Extra Vacation Getaway acknowledgment, which describes the additional Getaway weeks II makes available to all their members.  As stated in the Owners Acknowledgment, as the consumer must remain current in her membership and maintenance fees to utilize her Owner Benefits and ********************** Membership. As mentioned, she is several years past due in her maintenance fees. Previously, our **************** has attempted to assist her in resolution, but to date she has not accepted their offers. The consumer may contact ******** ****************** at ************ for payment options and resolution.

• Initial Complaint

  Date:09/14/2024

  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.

  Flagship, sold time share to me about 20 yrs ago. Mortgage was paid. They sold property under false information snout major casino coming to ac About 8 to 10 yrs ago a lawyer saying they resent them called and said I had not paid maitance fee( that's all I owe) and said they were taking it back Received letter from collection agency ************************** that I owe ******* for maintance fee no bill or break down on how they came to this amount It was to my understanding maintained fee can not be put on credit report There contacts states if you don't pay maintain fee you can't use it

  

  Business Response

  Date: 09/23/2024

  I have read the consumers complaint. Previously,we have attempted to work with the owner regarding her maintenance fees, as well as advised her on the process of transferring her contract. She has not accepted our assistance. In February 2024, we sent notification advising her of Maintenance Fee Servicing Change to ***************************.  Please advise the consumer to call ******** ****************** directly at ************ and they can provide her with the requested information.

• Initial Complaint

  Date:08/29/2024

  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.

  We were co-owners in paid off ownership. Unfortunately, our co owner passed away and we reached out to Boardwalk to remove them from ownership. I was told at that time that I would need to do an upgrade to remove them from ownership. The upgrade as it turned out was completely unnecessary. We are now in a program that has egregious maintenance fees and they are never ending. We strongly believe that Boardwalk intentionally manipulated our situation with a previous contract to lock us into something we wanted no part of. They advised that we were given a concise contract and that we fully understood. This is completely false. Our recent communications have been ignored except for a ************** who was able to send a very generic response telling us too bad. We put our trust in this company, only for it to be twisted and taken advantage of. We dont know where else to turn if the company just ignores us. We are hopeful the BBB can at least assist in communicating.

  

  Business Response

  Date: 09/09/2024

  I have read the consumers complaint. We offer our condolences for his loss.  I do see that in 2011, our **************** sent him the paperwork to make the necessary changes. The consumer signed a contract with us, in both 1989 and again in 2014. The decision to purchase, and to upgrade, is also voluntary. At the time of the purchase, he signed a Purchase and Sale Agreement, which clearly states the right of rescission, in multiple locations. As we have advised the consumer previously, while we value him as an owner with us, we are unable to cancel his contract at this time. The consumer may sell his ownership, if he chooses. We cannot be involved in the sale. Once he finds a buyer, he can contact us so that we can prepare the transfer paperwork.

  Customer Answer

  Date: 09/11/2024

  
  Complaint: 22214447
  
  I am rejecting this response because:
  The business has made zero contact or communication with the situation. They have continued to not address any of the complaints and issues that I have presented. The only message and response they have given has been that I signed and therefore they feel they own me for life. This could not be further from the truth and I am asking for simple accountability and acknowledgement of the situation. The response given to the BBB was extremely transactional and in no displays any understanding for the situation. I am not demanding a termination, I am requesting communication that will get us there. I do, however feel that it would be an extremely fair opportunity to allow both parties to walk aways, especially considering I have paid thousands over the years without benefit. However, I remain hopeful that the business will take the same good faith that I have shown for years. 
  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/19/2024

  I have read the consumers response. We have previously responded to the consumer directly, in response to his communication to us. As we have advised, his interval ownership is a real estate transaction, and we are unable to cancel contracts outside of the requisite right of rescission. If he no longer wishes to own, he may sell his ownership. Our ************* team is always available to answer any questions and offer assistance to our owners.We encourage him to contact our team so that we can continue to assist him. He can reach us by calling ************.