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:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired CCG on June 30th 2023 to cancel our timeshare with Massanutten Resort. We paid them $2,500 and sent them all of our corresponding documentation as well as updated notices from debt collectors and the timeshare asking for money and threatening our credit for maintenance fee payments. We signed a POA for them to represent us. We have received very little customer service and now all of their phone numbers are disconnected and we cannot reach anyone with this company. We have been sent a notice to appear in court for collection of maintenance fees which proves *** is not doing their job and we are unable to reach them for their promised services. This is a disservice and has been resulting in a great deal of stress and possible hardship if we have to travel from ******* to ******** to appear in court! We were promised 100% cancellation and no further issues with our timeshare and have email documentation from them to prove it! This type of business practice should be criminal! They need to contact me immediately!

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up with Consumer Consulting Group in May 2024 and paid them $4800. *** told us it might take up to a year to end our timeshare with Holiday Inn Resorts. During the last 6 months the only updates I have gotten were if I called them and a general/form email from **** ********, who I was told was the owner. When I did reach an adviser in the past, they told me letters had been send to *********** and a hold was put on my credit report so if they reported late payments they would be disputed. I also received several calls from *********** and they told me they DO NOT work with these companies because they are all scamming people out of their money. *** advised me to remove our auto payment method and no longer pay maintenance dues or annual taxes and not to use the timeshare otherwise Holiday Inn would not take this seriously and again told they put a hold/dispute on my credit report so it couldn't be effected. We get calls almost daily from ****************** wanting their money, I have gotten foreclosure letters and late notices and I tried being patient but since I haven't spoken to any one at *** since October I decided to reach out and low and behold all of their numbers that I have used in the past "sorry the phone number was not found", including a number on their website, numbers for the sales person & the number listed here. The only number that even works is 737-387-EXIT and I have left messages with no return call. I used to be able to call any of the numbers I have and reach a person. The chat feature on their website is disabled and my secure client portal where I could see the letters they sent to Holiday Inn Resorts now says "Your portal access has been turned off, please contact administrator". Now we are out $4800, our credit score was dropped 24 points just today for late payments, we are behind maintenance fees, and our monthly payments since June of this year and we are no closer to being out of our timeshare. We want our money back!

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  It's been a little over 2 years, 36 emails and 18 phone calls. Spoke to over 6 different people (who's names I have) that claimed they would find my file and get back to me. No one ever did. I have tried to email those employees again but their emails no longer exist. After the disconnected their phone number, a second one was found. I have left many messages with no return calls. I am not sure who to call to get my $2200.00 back, the police, an attorney or just get my shotgun out. This is not right.

  Customer Answer

  Date: 01/04/2025

  How long must I wait before persuing a payment from the thieves that took my money? You had mentioned that you can refer me to other agencies that may be able to assist me, depending on the specific nature of my complaint. 

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My husband and I got started with this company in 2023. The communication was wonderful and we were hopeful to get out of our timeshare. We paid 12k in full to have this service to cancel our timeshare. To be honest Im not sure where our case is. We are still receiving texts and statements from the timeshare but have stopped all communication and payments like we were told. The last correspondence we received from Consumer was in August and currently no one has responded to my emails, calls etc. The numbers listed arent working either.. I found one somewhere after a bit of digging. We simply want to know an update on our account because our ********************** has reached out about an exit program however we were told not to communicate with them or it could break/disrupt our agreement. We would love to get this canceled in whatever manor necessary but we have paid 12k to this.. we would love an updated email, call or anything really.

• Initial Complaint

  Date:11/26/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  My wife ***** R ***** and I ****** ***** *** used Consumer Consulting Group LLC to help us to be release from Royal Holiday Time Share. We have a signed contract with the Consumer Consulting Group LLC. We have paid them 3, ******, but now they are not returning our phone calls, and most of the number they provided is disconnected. The time share is paid off and the maintenance fee is up to date. The group promised to have us released from the Time share by July 2024. The Time Share has sent us a maintenance fee to be paid by a time in January 2025. Please help us to gain restitution from Consumer Consulting Group LLC. Through texts and emails I sent them all the information from the time Share as they have requested us to do. They do respond back saying that they have received my emails. This is also by emails In our contract they have asked us not to contact or have conversations with the timeshare. We are not sure if we should pay the 2025 maintenance fee because we don't want to break the contract with Consumer Consulting Group LLC. Please inform us on this if you can. Thank you for your service.

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  11/03/23 I signed up for them to help us get rid of our time share. But ever since then I have not heard from them. Every email that they sent I tried to message back no one ever responds and all phone numbers on the emails. Dont work. I am waiting to get a response!! The business hasnt provided any services and would like a refund

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In June, 25 days after unknowingly purchasing a Sapphire timeshare disguised as a discount travel membership we contacted ***. After hours and hours on the phone we were pressured and insured they could help us resolve all of our issues. We enrolled in into their program, that promised a cancellation of our timeshare contract and maintenance agreement termination. They stated this takes 6-12 months but definitely within 15 months. It has now been almost 17 months. Despite following all guidelines we have had no resolution. The process that has occurred would have occurred without *** being involved. Our account went into default and was sent to a collection agency. Each of our credit scores took an over 200 point drop because of this. At this time we would like a refund for the amount paid to ***, all of our important documents returned to us and to put an end to this.

  Business Response

  Date: 11/14/2024

  *******,

  We understand purchasing a timeshare can be overwhelming and expensive. Timeshare owners sign a life long agreement to pay increased membership fees that attach to the owners estate. Since 1972, timeshare developers have spent billions of dollars to safeguard their membership revenue and assets. Their main goal is to get you to sign on the dotted line.

  Since 2018 we have helped timeshare owners who were asked during our presentation if they were done with their timeshare. So whether they hired someone or not they are done? Meaning they dont want to talk to them, use their membership, pay them, and verbally stated yes. We then ask do you want to that alone or do you want help? If you said you wanted help which you did. We offer you a quote and breakdown of our work. We do not tell you to stop paying or to stop communicating with your creditors because that is unethical and we take no position regarding you to stop paying your bills. We advise all customers that stopping payments to any financial agreement may and will cause derogatory reporting on their credit report. It is disputable and fixable but there is a risk to that happening. But the customer makes that decision not us.

  We present the program and advise all clients our process on average takes about 9-14 months. Some take less and some can take longer. We show and have you sign a 36 month agreement because due to COVID and other issues the timeshare develops now respond slower. If they become aware of you hiring anyone they slow it done x5 in hopes you will give up or due what we are doing here.

  During our program we ask our clients to forward us all correspondence from the timeshare company and credit agencies because in most cases that will dictate our next step. Since 90% of the communication by law has to go to the client we are subject to time restrictions. This is why we put a 30 day deadline for forwarding response mail to our office. 
  Since the launch of our company we recorded that 7 out of 10 letters we send generate a response.  With this data we give all clients a 3 letter waiver for missing letters. However, settlement, transfer, collection letters do not. If you do not forward those within 30 days we provide a notice the next time we stop until we have a conversation about how to fix it. 
  Each case takes roughly ***** minutes a month per contract not including support calls, credit audit, and timeshare developer negotiations.  This is a lot of detailed work and repetitive. 
  We are hired to help our clients negotiate cancellation or transfer of an unwanted timeshare where the developer will not agree to a release. We assure all our clients we will be successful but patience and time is what we are up against. 
  The current timeline industry wide is 25 months on most mortgaged timeshares. Zero of the industry provides credit assistance but us. We also explain that credit may be affected however we are not completed our service until the debt, the account is terminated. 
  We never want to hear or see a client become stressed out or frustrated especially towards us regarding the cancellation of their timeshare. *** has to remain focused on our mission and that is cancelling timeshares.  We provide email updates often and provide a client portal to see about disputes. We do understand clients dont accept an email as communication but we are limited on time and manpower for the specialized team needed for this service.  
  We hope this explains more and we have you on the agenda for a call this week. 

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22556467
  
  I am rejecting this response because you did advise us to ignore ALL letters/invoices, our only requirement was to send you any and all that arrived in the mail. You asked have you sent any payments? We said No. You then responded on our phone call, that this is great news and told us not to. Our phone call was recorded and at this time I will be going back to recover these discussions. Your response shows how your company gaslights and uses manipulation just like time share companies do to get you to sign the line.  The email updates we have received are duplicates of the one before. We want a refund. Your services are not what you promised. Completely false advertisement and taking advantage of those who are vulnerable. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:11/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Worse customer service Ive ever received in my life. They fired everyone and then moved offfices. Then he outsourced the company to the ***********. Then disconnected all the phone numbers and sent no warning. I had to ****** their number and now no one is even answering the phone now. This is a fraud company. Ive been calling for a week I seen the owner **** left his personal number on a ****** review and once i text and i threatened the police he responded and scheduled me for a conference call ant 630 and didnt even call!! All they do is send the same thing over and over and get the same result just to pretend theyre doing something. I had to contact ****** myself to tell them what department to contact. I want my money back from this scam of a company and no one answers the office phone or emails I signed up in May of 2023 and theyve accomplished nothing.

  Business Response

  Date: 11/08/2024

  This client statements are not accurate regarding the clients case. The case is active and is currently in service timeframe. Client has been receiving email updates, Client has multiple email addresses, *************** and ******************* where updates have been sent to.  The clients timeshare account has formally been disputed, and are in negotiations with our risk team. Client has a signed agreement with ***, notarized power of attorney, and was under payment terms. We have communicated with the client regarding the continual calling and emailing exective staff and operational team personnel lines up to 3AM EST is counter productive in our services. The client enrolled into the program on June 2023 and is under a 36 month term. We have received minimum response correcpence from the clients where disputes generate a response mail item 90% of the time. The client is not eligible for a refund since they have requested to stop service prior to end of contract. 

  Business Response

  Date: 11/08/2024

  CLient case updates and case filings

  Business Response

  Date: 11/08/2024

  Client case updates

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22528982
  
  I am rejecting this response because:

  my email is *************** And just because you emailed me in oct 2023 does not mean you communicate. You dont even have the right email! Ive done all the work for my case. All you do is send disputes that get denied every month. You schedule a conference call with me and dont attend 

  and I call your office and no one answers. I was never told 36 months. This is a fraudulent company. Who does not communicate. Everything in the response is a lie!! I will continue to pursue my refund. And continue to tell everyone how terrible this company is!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 not received any communication with this company but Im paying every month! The company has not been trustworthy. Ive contacted them by phone and email and have not received a response. In the time frame of having an account , weve had three different advisors that have just went ghost. I continue to follow up and only received automated emails every few months. This is unacceptable. People are trusting you with their time, money and livelihood to help solve an issue you stated you can solve.

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Paid Consumer Consulting group money to file Quit Claim deed to end my Timeshare. I started this process in November 2023. I was emailed the quit claim and it was send back Certified Mail in October 2024. Now, I can't get anyone to return a call to me and all the emails are returned to me stating Notice Failure. At this point I don't know if the company is still in business and all the employees are no longer reachable with the telephone numbers I previously used. If any one can call me to discuss this and get additional information needed to resolve my complaint