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:08/26/2024

  Type:Sales and Advertising 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 express my dissatisfaction and file a formal complaint regarding my timeshare purchase with your Flagship Resort on May 26, 2018. I believe there have been several misrepresentations and issues that warrant your attention.To begin, the sales presentation I attended lasted much longer than expected. The sales tactics employed made numerous promises that, unfortunately, were never fulfilled. When attempting to book weeks at properties other than Flagship, availability was consistently limited.Furthermore, I was informed that I could utilize my timeshare at *************** once it underwent renovations. Regrettably, this promise remains unfulfilled. Additionally, I was not informed that booking through Interval would incur an extra charge of $220 for travel expenses.During the purchase process, I felt rushed due to the lengthy sales presentation and some misleading information. I did not fully comprehend the agreement, and unfortunately, I was unaware of the rescission period.I have spent a significant amount of money on this timeshare, approximately $3,000, which I was in the process of paying down. The pandemic made it difficult for me to use the timeshare, as my work pace slowed down in 2020. I have also had significant problems when trying to use the timeshare. On several occasions, the accommodations that were promised to me were not available, which has been frustrating and disappointing. The misrepresentation of available dates and locations has hurt my overall experience. To make matters worse, I am currently going through a divorce, which adds another layer of complexity to my situation.I am seeking a resolution for cancellation that adequately addresses the misrepresentations and challenges I have faced. Your prompt attention to this cancellation request and the related matters is appreciated. I am eagerly anticipating a resolution that is both fair and satisfactory.

  

  Business Response

  Date: 09/04/2024

  I have read the consumers complaint. We sympathize with his current personal hardships. The sales presentation is voluntary and may take some time as the sales teams presents options to the consumer that best fits their needs and wants. In reviewing the notes, I do see that our customer service team has spoken to him in the past, to answer his questions, but I do not see any complaints. Before signing this or any contract, the consumer is responsible for reviewing the terms. The consumer did spend time with our Verification team, reviewing the contract. All owners may take as much time as they need during this process. At that time, he signed the Purchase and Sale Agreement, which clearly and conspicuously, states in multiple areas, the right of rescission. The Owners Acknowledgment and Royalty Benefits do state that owner rates and reservations are subject to availability. The consumer left with all documentation, in which he was able read and review again.  As an owner with Flagship Resort, he has the option to make reservations at both Flagship and La Sammana. He is currently behind $3,975.72 on his mortgage and $859.34 on his maintenance fees. The consumer should contact us as soon as possible to bring the account current. We would like to see the owner bring his outstanding balance current so he may begin utilizing his timeshare privileges. Please advise the consumer to contact us at ************ so that our team can be of assistance.

• Initial Complaint

  Date:08/22/2024

  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 have been trying to cancel my timeshare contract but was recently informed by Howard A**** that there are no options available for me to do so. While Mr. A**** was very courteous and understanding on the phone, I find it difficult to accept that there is no possible solution. I feel compelled to share my experience with the sales process and my stay at the resort. Our sales representative, Percy H******, pressured me into purchasing the timeshare. Initially, I was informed that only one-bedroom suites were available, which I declined. Suddenly, Percy mentioned that a studio suite had become available. I was assured that this studio was oceanfront with a balcony overlooking the ocean, which influenced my decision to proceed with the purchase. However, the one and only time I stayed at the resort, the suite was far from what was promised. Instead of an oceanfront view, my suite faced buildings and a parking lot, with only a partial ocean view to the side. This was not what I had been shown or promised during the sales presentation. The discrepancy between what was promised and what I received is evident in the paperwork, which states Studio/Suite ** *****. That was not the unit I stayed in.

  

  Business Response

  Date: 09/01/2024

  I have read the consumer’s complaint. During the
  presentation the consumer was presented with options that best fit her needs. The
  consumer was under no obligation to purchase. After the presentation she met
  with the verification officer who went over the contract and all paperwork,
  including the Deed, Purchase and Sale Agreement, Owner’s Benefits, and Owner’s
  Acknowledgment.  At no point was the consumer misled when presented
  with and signing the contract; all information was clearly presented. The
  Purchase and Sale Agreement and Deed both explain the unit, and like kind units,
  are available to the Owner during their reservations. Additionally, it is
  explained and acknowledged by the owner that all reservations are subject to
  availability, this includes the exact unit request. The right of rescission is
  clearly and conspicuously disclosed in the Purchase and Sale Agreement, signed
  by the consumer at the time of her purchase. This was also explained to the
  consumer by Mr. A***** During the conversation with Mr. A****, he expressed his
  earnest interest in assisting her further and directly. At this time, she has
  not returned his calls, or accepted his offers of assistance. Mr. A**** remains
  available to assist her and can be reached Thursday – Monday at ###-###-####.

  Customer Answer

  Date: 09/11/2024

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

  I disagree with this response from ********** This response is certainly turned to favor ********* and is not 100% accurate. To be exact, I spoke with Mr. Howard A**** one time on May 23rd. He was nice enough on the phone but refused me any assistance with canceling my timeshare contract. There was no "earnest interest in assisting me further or directly." There has been no further contact from Mr. A**** despite this one call. The maintenance department has reached out about my past-due fees, but that is all. I see no reason to pay for maintenance on something I can not and am not using. However, my mortgage payments have stayed current out of good faith. I see no such effort being provided back to me. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:08/19/2024

  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.

  Dear Better Business Bureau,
  
  I am writing to formally complain about Boardwalk Resorts regarding their recent and substantial increase in maintenance fees, exchange fees, and Interval International fees. As a loyal customer of over 20 years, this escalation has placed an undue financial burden on my family.
  
  Despite assurances that the transition to a points-based system would be beneficial, it has only exacerbated our situation. We find ourselves with insufficient points to cover our stays, and acquiring additional points would require a financial outlay that is simply not feasible for us.
  
  We were advised to sell our property, yet as non-realtors, we lack the expertise and resources to do so effectively. Furthermore, the market interest appears nonexistent, making it impossible for us to find a buyer willing to take over the property.
  
  We propose a resolution in which Boardwalk Resorts takes back our points, applies their monetary value to our account, and provides us with voided agreement paperwork. This solution would alleviate the financial strain we are currently experiencing.
  
  Additionally, I must express our deep frustration with the lack of response from Boardwalk Resorts to our previous communications. Our attempts to engage with them have been met with silence, leaving us feeling neglected and disregarded as long-time patrons.
  
  We have consistently contributed to the Boardwalk Resorts community and respectfully request that you facilitate a resolution to this matter. We expect a prompt and satisfactory response to address these issues.
  
  Thank you for your attention to this urgent matter.
  
  Sincerely,
  ******
   & ******* *******

  

  Business Response

  Date: 08/30/2024

  I have read the consumer’s complaint. We
  value the consumer being an owner with us since 2002. At the time of their
  purchase, they signed a Purchase and Sale Agreement which clearly communicates their
  right of rescission. A letter sent to the consumer advised that we are not able
  to rescind the contract, as they did not exercise their right within the requisite
  timeframe. We do not currently have a take back or buyback program. As the
  consumer stated, he may sell his ownership.  We cannot be involved in the resale. We do
  sympathize with their financial constraints. In an effort to assist, we can offer
  to waive the internal transfer fee. In the meantime, we would like to see the consumer
  enjoy their ownership. Our customer service team is available for further assistance
  and any questions they may have. They can be reached at ###-###-####.

  Customer Answer

  Date: 09/05/2024

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

  Dear Boardwalk Resorts Team,
  I am disappointed with how our 20-year loyalty seems undervalued in our recent discussions. Despite our efforts, including attempting to sell through Redweek, the intangible nature of points and escalating fees have made it difficult to enjoy our timeshare.
  We are not seeking a buyback, but simply requesting that you take back ownership and relieve us of further obligations, acknowledging our loyalty and investment. We hope you'll consider our situation with empathy, beyond contractual terms.
  
  Regards,
  
  
  
  ****** ******* &  ******* *******

  

  Business Response

  Date: 09/15/2024

  I have read the consumer’s complaint. We do appreciate
  and value him as an owner with us. As mentioned, we do not have a take back
  program, and we are unable to rescind their contract. The interval ownership is a real estate
  transaction, and the information is clearly stated in the contract that the consumer
  reviewed and signed. Our Customer Care team is available to assist with
  questions regarding utilizing their points and enjoying their vacations, and
  can be reached at ###-###-####. It should be noted that the
  BBB is not an exit strategy for any contractual obligation between the consumer
  and our company.

• Initial Complaint

  Date:08/15/2024

  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.

  I'm writing to express my frustrations with Flagship Resort and my timeshare situation. Despite multiple attempts, I've been told I can't return my timeshare until it's fully paid off. This hard stance has left me feeling stuck and worried about what to do next. Since day one it has been nothing but a nightmare. Since buying the timeshare, my life has changed a lot, and I can't afford it anymore. I don't want or need the timeshare now, but when I reached out for help, I felt like no one at Flagship Resort really cared. It's been really frustrating and disheartening. I've tried to get this sorted out, but I haven't gotten any answers or solutions. I have experienced a pronounced lack of empathy and understanding from their team. The communication has been poor, and I'm still left with this financial burden. I am reaching out to seek assistance in resolving this matter and exiting my timeshare immediately.

  

  Business Response

  Date: 08/20/2024

  I have read the consumers complaint. We value the consumer being an owner with us since 2014 and upgrading her ownership twice. At the time of her purchase, the owner signed a Purchase and Sale Agreement, that lists in multiple locations, the right of rescission. She has contacted our team, and was advised that she is contractually obligated to her mortgage, deed and any fees associated with maintaining the property. As well as was advised we cannot cancel existing contracts outside of the rescission time frame. We do sympathize with her financial constraints, and may be able to offer payment plan options that accommodate her financial needs. She may reach us ************. As previously advised,she may sell her ownership once her mortgage is paid in full. We cannot be involved in the sale. However; I can offer to waive our internal transfer fee,as a means of assistance. It should be noted that the BBB is not an exit strategy for the consumers contractual obligation.

  Customer Answer

  Date: 08/27/2024

  
  Complaint: 22149678
  
  I am rejecting this response because:
  
  I'm really disappointed with how Flagship Resort is handling this matter. From the start, I was lied to, pressured, and misled into buying this, and it's been a nightmare. Flagship Resort continues to ignore the fact that their sales tactics were shady and left me stuck in this mess. All the talk about contracts and payment plans doesnt fix the main issue here, which is how their company misled me. Offering to waive some transfer fee doesnt help when ** trying to get out of something built on deception. I just want out. I want their company to take back the purchase and end the deal. My balance shouldn't be a barrier because of how this whole thing went down. Please take this seriously and do the right thing.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 09/06/2024

  I have read the consumers response. The consumer made the decision to purchase,and made the decision to upgrade two additional times. Each of these times she met with the Verification team to read and sign the contract. Other than her requests to cancel, which were made outside the right of rescission timeframe,I do not see any complaints. We do value the consumer as an owner, however; we cannot cancel the contract and we cannot take back her ownership. We would like to see her enjoy her ownership and vacations. Our **************** team is available at ************ and are eager to assist her further.

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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 extremely disappointed with the service and response (or lack thereof) from Boardwalk Resorts regarding our timeshare ownership cancellation. We have been owners since 1998, believing it to be a good investment based on promises made by the sales representatives. They assured us that the value of the timeshare would increase and that we could easily rent out our week or sell it if we ever changed our minds. However, when we recently decided to cancel our ownership, we received a denial from *********************** for any kind of cancellation. Despite multiple follow-ups, he has not responded to our attempts to discuss this issue further. The lack of communication is unacceptable, especially given the significant financial commitment we made based on their misleading information

  

  Business Response

  Date: 08/20/2024

  I have read the consumers complaint. We value the consumer being an owner with us 1998. The consumer does have the right to rent or sell their week, if they wish. As stated in the Owners Acknowledgment,which was signed by the owner at the time of their purchase, the consumer purchased their unit week for their own personal vacation use and enjoyment,and not because of financial advantage or rental income. The owner also signed the Purchase and Sale Agreement, which details the Right of Rescission. They recently requested to cancel their ownership, and we replied that we are unable to do so after that requisite time frame, which was in 1998. As stated, they may sell their ownership. We cannot be involved in any rental or sale of their ownership, and they must do so on their own. Once the consumer finds a buyer,they may contact us to prepare the transfer paperwork. In the meantime, we would like to see them enjoy their ownership and vacations. They may contact our customer service team at ************ and our team will be eager to assist them.

  Customer Answer

  Date: 08/31/2024

  
  Complaint: 22142342
  
  I am rejecting this response because:
  
  As time progresses, we find ourselves unable to fully enjoy the benefits of ownership, making it a burdensome commitment rather than a joyful experience. We understand the terms outlined in the Owners Acknowledgment and the Purchase and Sale Agreement, including the Right of Rescission that was available at the time of purchase. However, much has changed about this ownership since we first purchased it in 1998.  The timeshare market can be unpredictable and time-consuming, not to mention most require an upfront fee with no guarantee of a sale. At this point, we are willing to simply sign this back over to you so we can be relieved of this. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/10/2024

  I have read the consumers response. As we have previously advised, we are unable to cancel their contract, and we are not permitted to engage in the direct resale of their timeshare. We do caution owners to avoid resale companies charging an upfront fee. There are options available to owners wishing to sell.The consumer may wish to try RedWeek.com or MyResortNetwork.com to list their timeshare. The websites are listing agents, not resellers, and are specific to timeshare owners, sellers, and prospective purchasers. Please note that we are in no way affiliated with the above listing sites, nor does sharing their information constitute a recommendation or endorsement on our part.  Please advise the consumer that once they have arranged for a buyer to please contact our *************************** at ************ for further assistance.  It should be noted that the BBB should not be used as an exit strategy for timeshare ownership.

• Initial Complaint

  Date:08/12/2024

  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.

  Our experience with the timeshare program and overall vacation experiences at Flagship Resort has been riddled with issues and frustrations, ultimately leading to our decision to terminate our account. In June 2009, what was initially presented as a simple presentation turned into a grueling 4-hour sales-oriented session. Despite our repeated declines of the sales pitch, we were bombarded with multiple offers, creating a high-pressure environment that was incredibly uncomfortable. Subsequent upgrades to the timeshare plan, such as the introduction of the exchange program and **************** failed to alleviate our growing dissatisfaction. The inability to use points for travel, unexpected fees, and the consistently subpar vacation experiences at the Flagship resort have been major sources of disappointment. The quality of accommodations and amenities consistently fell short of the expectations set by Flagship Resort, and there was a distinct lack of transparency regarding the benefits associated with the **************** Even during pandemic restrictions, finding suitable lodging options covered by points proved to be excessively difficult, adding to our frustration. Despite our efforts to address these concerns with Flagship Resort and our explicit requests to exit the timeshare agreement, the responses from *********************** and ************ have been unsatisfactory. Neither individual has shown a willingness to assist us, let alone acknowledge or address the negative experiences we've had since purchasing the timeshare. We have no intention of using this timeshare now or in the future. We are seeking a swift resolution to terminate our account and disassociate ourselves from Flagship Resort.

  

  Business Response

  Date: 08/13/2024

  I have read the consumers complaint.  A member of our team will reach out to them directly to assist in a resolution.

  Customer Answer

  Date: 08/15/2024

  
  Complaint: 22127644
  
  I am rejecting this response because:
  

  We do not accept Flagships response. We prefer to resolve this through the case system. We did see a missed call from someone named *****. He left us a voicemail message saying he is the Director for the Debt Resolution and is over our mortgage as his title.  He left no details of a resolution or a statement in response to our ask for contract termination in his voicemail.  I think this is just another means of requesting payment, of which we are not interested. We need to terminate our timeshare agreement now, and we would like to discuss how to facilitate this process. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 08/16/2024

  I have read the consumers response.  ***** is the team member that is attempting to contact the consumer regarding their account and their request. He would like to speak to them regarding a resolution that should be acceptable to everyone. The consumer should return his call. I will request he reach out again.

• Initial Complaint

  Date:08/10/2024

  Type:Sales and Advertising 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 purchased our timeshare, we were filled with optimism and enticed by the thought of unrestricted travel as promised by the sales representative. Unfortunately, the flexibility we were promised seems to be a mere illusion as we have only managed to use our timeshare twice, despite multiple attempts to plan vacations.Adding to our growing list of grievances, we are startled by the steep maintenance fees, which are significantly higher than what we were led to believe during the sales presentation. This has placed an unexpected financial burden on us, which we are not in the position to handle. We have communicated this to Boardwalk Resorts, but they have yet to respond to our concerns.

  

  Business Response

  Date: 08/16/2024

  I have read the consumers complaint. We appreciate and value the consumer being an owner with us since 2016. At the time of his purchase, the owner signed their contract paperwork, which included the Purchase and Sales Agreement, that details the Right of Rescission, as well as the Owners Acknowledgment that details the maintenance fees. I do see that we have recently sent a letter to the consumers address on file stating that we are not able to cancel their ownership at this time; as it is after the requisite time frame regarding their right to rescind. If the consumer wishes to, he may sell his ownership, however; we cannot be involved in the sale. Once he finds a buyer, he may contact us to assist in the necessary paperwork and the transfer of ownership. It does seem the consumer may benefit from additional education, and our **************** team is available and eager to help. Please contact us at ************ so we may provide more service.

  Customer Answer

  Date: 09/10/2024

  
  Complaint: 22122997
  
  I am rejecting this response because:
  
  This is in reference to complaint ID ********. We do not accept Boardwalks response to our complaint as it does not resolve anything. We do not know what further education they could be referring to, but if it is just another way to rope us into more trips and give us more of the run-around, we are not interested. We know exactly what was told to us and why we purchased this timeshare to begin with. They hid the truth in the fine print and that is not right. They should be held accountable for what their salespeople are pitching to people. We are not interested in hearing any more of their explanations. The only way this will be resolved is if they cancel our contract and close our account.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/16/2024

  I have read the consumers response. On the day of their purchase, they received, read, reviewed, and signed, a clear and concise contract document package, that carefully explained in detail the rights and obligations of their Ownership.  They also brought home copies of the contract.The Purchase and Sale Agreement clearly and conspicuously states the right of rescission in multiple locations. Although we value the consumer as owners with us, we are unable to cancel their contract at this time. Our **************** team is available and happy to provide them further education, information, and assistance on how to best utilize their ownership, enjoy their vacations, and any other questions they may have. Please advise the consumer to contact us at ************.

• Initial Complaint

  Date:08/08/2024

  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.

  When we initially acquired the timeshare, we were led to believe that we could use our points to secure a free week's stay at partner resorts. The resort obtained through the points system turned out to be outdated and no longer aligned with our vacation preferences. One of the major issues we encountered was the lack of disclosure about the necessity to book through and maintain membership with RCI. This unforeseen requirement has imposed a significant financial strain on our family. We were also not informed about the substantial increase in maintenance fees, which has exacerbated our financial difficulties. Our financial predicament has been exacerbated by unexpected circumstances, such as my husband's illness, hospitalization, and subsequent unemployment for both of us. The burdensome medical bills and other obligations have made it challenging to sustain the monthly payments of $294.30 associated with the timeshare. The "free" week offered by the timeshare actually entails additional costs amounting to $269, along with expenses for food and daily cleaning fees at the resort. Research has revealed that alternative options, such as cruise lines and resorts, provide superior discounts and benefits compared to our membership with RCI. Despite our efforts to address these issues with *********************** at Flagship Resort, we have encountered resistance and denial of any wrongdoing by the sales team. We implore your assistance in facilitating the termination of our timeshare contract with Flagship Resort promptly.

  

  Business Response

  Date: 08/13/2024

  I have read the consumers complaint. The consumer has been an owner with us since 2021, upgrading in 2022. We do sympathize with their health concerns and financial constraints, and we value them as owners, however we are not able to cancel their contract. Our team has made themselves available to the owners to assist in their questions and needs. At the time of their purchase the consumer signed their contract paperwork, which included a Purchase and Sale Agreement, that explains their Right of Rescission, as well as an Owner Acknowledgment that details their monthly payment, maintenance fees,and *** membership information. They also signed the *** Participation Agreement. During their recent correspondence with **************, he invited the owners to stay at Flagship Resort, as his guest, so he can meet with them and offered his personal assistance on how the program works. He also advised them during that call, that they were out of the requisite rescission time frame and that we are not able to cancel the contract.  Mr.Alters offer to assist them remains, and they may contact him directly at *******************, Thursday Monday.

  Customer Answer

  Date: 08/27/2024

  
  Complaint: 22114855
  
  I am rejecting this response because:
  
  

  We do not accept Flagship Resorts response. When we attended the presentation, we encountered a high-pressure environment that left us feeling hurried and overwhelmed. Unfortunately, the sales **** did not allow us time to thoroughly review the documents we were signing. We had to rely heavily on the sales ****' verbal assurances, trusting that these matched the terms outlined within the paperwork. However, that was not the case for us. They never told us about the rescission period. We were unaware of our options to reconsider the agreement within the allowed timeframe. We understand that within your policies, the rescission period has passed. However, given the circumstances under which we signed the contract, we kindly request your further consideration and understanding. We hope to find a resolution that acknowledges the pressures and lack of transparency we experienced.

   

  Sincerely, 

   

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

   

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

  

  Business Response

  Date: 09/06/2024

  I have read the consumers response.  In both 2021 and 2022, following their decision to purchase, the consumer met with a member of the Verification team to read, review, and sign the contract.  This includes the Purchase and Sale Agreement, which states the right of rescission in multiple locations. Owners are able to take as much time as they need during this process. They also went home with the contract paperwork. We can only reiterate that although we do value them as owners, we cannot rescind their contract. ************** is very happy to assist them in best using their vacation ownership. At this time, the consumer is past due on their mortgage in the amount of $946.31. Our **************** Finance team can offer payment plan options to accommodate their financial needs. They can be reached at ************. It should also be noted that the BBB is not an exit strategy for their contractual obligation.

• Initial Complaint

  Date:08/07/2024

  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 have owned our timeshare for years and even were able to take advantage of our ownership, however we have not been able to use it in recent years and many of the promises that were given for our ownership are turning out to be more and more false. It was expressed that by purchasing a deed ownership that it would be an investment that would only grow in value. It was also expressed that the company would purchase it back at any time once our mortgage was paid in full. We were even told that we could deedback the property if we ever became unhappy. We have recently been in brief communication with the company, however it has been presented that everything was a fabrication and they advised us to just sell it. When we researched selling, we quickly found out that we couldnt even give this investment away. We have always met our obligations and have continued in good faith, but the company is now ignoring our responses and seemingly holding us hostage. We dont know where to turn.

  

  Business Response

  Date: 08/13/2024

  I have read the consumers complaint. We value the consumer being an owner with us since 2004. At the time of their purchase, they signed a Purchase and Sale Agreement, which details their right of rescission, as well as an Owners Acknowledgment which states their purchase is for their own personal vacation use and enjoyment, and not because of any financial or monetary advantage or price appreciation. We have previously communicated with the consumer, advising them that we are not able to cancel their ownership, as well as advised them on their right to sell their ownership. We cannot be involved in the sale, but once the buyer is found, they may contact us to assist in the necessary paperwork and the transfer of ownership.In the meantime, we would like to see the consumer enjoy their vacations and ownership with us. Please contact ************* at ************ and our team will be happy to assist with any needs.

  Customer Answer

  Date: 08/22/2024

  
  Complaint: 22106982
  
  I am rejecting this response because:
  This is the type of communication that I have been attempting to resolve as they have made no attempts to discuss any of our concerns and complaints, but simply providing a generic message that they give to anyone looking to get out of their ownership. It was also advised that at the time of purchase that we would be able to give back our ownership, but that continues to be overlooked when discussing the "contract". They continue to push us to attempt to sell it on our own, however what they fail to say is that ownership with Boardwalk is unable to even be given away much less sold. We are only asking for the good faith that we have shown for 20 years be reciprocated with open communication. 
  
  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/04/2024

  I have read the consumers response. The Owners Acknowledgment, which was both initialed and signed by the consumer at the time of their purchase, states that they have been informed that that the neither the seller, or affiliates, may be involved in the resale of any unit interval. Our company does not have a deed back program as the consumer wishes to be granted.As we have explained to the consumer, the ownership is a real estate transaction and the Purchase and Sale Agreement clearly and conspicuously communicates the right of rescission, and at this time we are not able to rescind their contract. The consumer does have options in which to sell. As stated, we cannot be involved in the resale. In an effort to assist, we can offer to waive the internal transfer fee. It should also be noted that the BBB is not an exit strategy for their contractual obligation. Our **************** team is available to all owners to assist in questions and concerns. They can be reached at ************.

• Initial Complaint

  Date:08/06/2024

  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.

  Stayed at resort on July *****, deposit of $50 was charged and supposed to be release when I checked-out, but it's almost a moth later, many calls to resort Front Desk Manager to no avail. In addition to the deposit, I was over charged for stay and was told I would be refunded for the overage but after making many calls and being promised a refund, I'm still waiting. This is the 3rd time I stayed at resort and each time I end up having to contact resort to either get deposit back or dispute charges on credit card. Resort rarely answers phone, when you do speak wtih someone you'll either be trasferred or left on hold. Worst **************** I've ever experienced!!!

  

  Business Response

  Date: 08/12/2024

  I have read the consumers complaint. I have spoken with the ************* Director and she has issued the refund and emailed the folio statement to the consumers email address on file.