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:10/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Company has stopped replying to everyone. Phone numbers were disconnnected.. emails are not being replied to. None is calling back. There are numerous reviews of people going through the same thing. They promised to get you out of the timeshare within 9-18 months .. well here i am and nothing has happened. they are charging money and don't reply to you. I would like a refund or my case to be constantly be updated.

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Please See Attachment

• Initial Complaint

  Date:10/22/2024

  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 hired Consumer Consulting Group ********* now 2 years ago to manage getting me out my time share given false deception practices by the **************** and agreed to work on recovering what I have paid Flagship over the last 14 years. They charged me $2600 fro these services and would share in any monies recovered per contract.. I was told multiple times that Flagship timeshare had agreed to removing the issue and *** filed a quick deed claim in late 2023. They then told me 4 months ago that they refiled the quick deed claim after talking to Flagship and again and again indicated there was an agreement from Flagship to accept. I have received no documentation from Flagship nor CCG and now I am receiving multiple harassing requests from a collection agency( ********) for maintenance fees and back taxes which I was told by *** not to pay and that they disputed through Experian. . Now *** does not answer their phone, text messages, emails and their website chat bot is disabled. . I've tried to contact their claims and dispute team and their sales team and it says the phone number was not found. The same phone number that is listed on the better Business Bureau look page. is one that I tried multiple times along with messages and emails, Perhaps they went out of business, without finishing the work with Flagship that they obligated and contracted for.. I need to have this investigated and resolved at the soonest. Please advise as to next steps as I only want the work they agreed to and said was progressing finished. At minimum they should be posting something on their website of FB page etc as an update to customers and clients and not just ignore those that have already paid the bill. Thank you *** ***** email ********************* and cell **************.

  Business Response

  Date: 11/08/2024

  ***** hired us on 10/31/2023 to terminate his timeshare. He is under a contract for 36 months. We have just completed a year. We have provided updates, and disputing of his contracts and are into negotiations. Client has a signed power of attorney and authority to act for transfer. However, a debt collector has held some of this up. We have filed cease and desist after a validation of debt to ********. Client has not sent the retuned correspondence from the debt collector. We reissued the disputes out . Currently the client timeshare memberships is cancelled, but leaves a remaining balance with HOA. We have filed for settlement with Flagship which settles 90% of the time. We are now held up again due to clients actions for payment disputes. Risk team is reviewing account to see if we will continue due to account is non paid.Just recently Client has filed a dispute with his credit card company with is a breach of our service agreement.  We have supplied the signed agreement. 

  Business Response

  Date: 11/08/2024

  Client updates and signed power of ****************.

• Initial Complaint

  Date:10/16/2024

  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.

  Hired CCG to remove time share all promises none fall through no we are left with a ***** loan to pay and no response from the and there not taking calling they have went ghost

• Initial Complaint

  Date:10/08/2024

  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.

  We signed a contract with this company in April to cancel our timeshare, and was told it would be off the credit within 3 to 4 months, I have not heard it. Any update on the progress Well over 30 days, I have not been able to get a response by text phone email or anything, every number associated with this business has apparently been disconnected. They wont answer emails, but they keep taking money out of my bank accounts.I would like an update with progress for a refund

• Initial Complaint

  Date:07/17/2024

  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.

  The business hasn&#**;t provided any services and would like a refund

  Business Response

  Date: 08/02/2024

  *******,

   

  Please send us the death certificate and a copy of the deed would be great. In reviewing your account I see we have asked for some documentation and we have received some of it, but there is certain portions of the records you did not send back. We have filed disputes, and engaged with your timeshare company. However, if we have all the documents this would go much faster. We do not want to file disputes without having the death certificate. This can be over within weeks versus months.

• Initial Complaint

  Date:07/10/2024

  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.

  Have been trying to contact them regarding my account. All of the numbers that i have been trying from past email go to "error, phone is disconnected or does not exist". For the first 8 months all I kept getting was "we are waiting for the timeshare to reply" or "let us know when u get anything from the time share". Passed two to 3 months there has been no communication and now not even the number works. I need my money back. Or for the job to be finished. Which is to get out of a timeshare.

  Business Response

  Date: 08/02/2024

  We are actively working your case. I see in July there was a lot of communication with you. From disputing the credit agencies, to collection firms. I see your case management team has provided updates and your credit portal is updated.  Each client has a different timeline. Sometimes these cases are closed within 9-14 months and sometimes they are not. However, we have no clients that wer ein the same or worse situation then when they started once we finished. We do understand this takes a certain level of patience. But rest assured we are with you the whole way and are working diligently to get the results you want. We understand communication is important, but we have a lot of work todo. We send out our update emails and need to get to work drafting, filing disputes, building reports, and negotiating with many companies. We have had advisor solely dedicated to calling an updating clients. Then we did a survey. Would you rather pay for someone to call you and repeated the information we just emaile dyou, or would you rather have them working on your case? Almost all reports came back as, " We can read the email". By no means do we avoid, or neglect our clients, but there are only so many "Experts" in ou organization and pobley only a handful in the entire industry. We take up 3 of them. If you have any concerns or need help please call us. We ar ehere for you.

• Initial Complaint

  Date:05/28/2024

  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 hired Consumer Consulting Group to assist my mother with unloading her timeshare at smugglers notch. They advertise that the are experts in this field and can assist. As she is unable to utilize and pay for the increased maintenance that has tripled since the initial purchase 25 years ago. The time share is paid off and we want to Simply return to ownership. They have a guaranteed contract that was paid The first 6 months we had communication, we submitted all paper work , there were returned calls. The last 4 months they have disappeared. We are ghosted. We scheduled 3 calls and no one showed up on zoom call. **************** advised that our representative is no longer with company. I have called 1-2 times a week for the past month no return call I have emailed with auto response that someone will get back us. No return email For the past for months customer service used an excuse that company was moving. It doesnt take 4 months to move. I feel my 84 year old mom got scammed. Please advise

  Business Response

  Date: 06/03/2024

  We have dedicated phone lines which are monitored and answered 24/7. ************ and ******************* are 2 ways to communicate with our staff to get updates or submit documentation.  In addition to these two ways of communication we also offer a online client portal. Our online client clients can directly submit messages, and chat. During our process we provide updates via email, phone, or sms. They come every ***** days depending on the stage of the case. Our normal office hours are Monday through Friday from 10:00 AM to 6:00 PM **************** Time. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21766948
  
  I am rejecting this response because i have called your customer service over 10 times with no return call,  i have set 2 zoom calls with a specialist and both calls no one got on call. 
  

  i am Ghosted    I had to speak to

  someone in sales who promised to oversee the call to customer service   I was told someone would get back to me that night or tomorrow 

   

  they said they would stay on top of my account  and promised a return call   
  

  A week later still no call  

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/07/2024

  My deepest apologies but we do not have zoom meetings.  Our team is available from 9AM-6PM Monday through Friday, and we have customer support 24/7. Emailing support @ccteam.com or going to your client portal is the fastest way to have updates.  

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21766948
  
  I am rejecting this response because:

   

  after submitting the complaint they still havent reached out attempt to update me.  They claim they can be reached various ways.  Which i have done over a dozen times in the last 4 months including filing this complaint, yet no one has reached out and updated me.  
  

  They can reply to your inquire yet they fail to reach out to there client. 
  

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/13/2024

  
  *****,
  For months now we have requested you to send the documents that case management has sent to you. I have checked the account and all files, and I see where we keep sending you requests for the further documents, and you open it, but there is no receipt of them completed. We have sent disputes to the timeshare company but a transfer requires the estoppel documents which was sent out 3 times. Once the account has been in default we have to go a different route than transfers. I also see you are not the owner of the timeshare and technically not our client but your parents are.
  You now have completed on the BBB which in turn hurts our business, and the people at work here and their families. Placing a one star and extremely brutal since 1 star means we stole your money. In addition to this the documents not being received compalingin online, announcing your have entered into this program publicly is a breach of our agreement. This is to be confidential until a certain point if the account goes to court.
  I find this to be extremely frustrating when a client does not send in the required documents in which they agreed to send and signed into contract. Then come later and say we are not doing our job where I see over 40 emails and calls asking for these documents form 4 different case managers.
  At this time in accordance of our contract we have no further obligations to you. But that's not how we conduct business. For 7 years I have had 5 complaints and you being the 6th one. I need to finish this job and if you would like that to happen I need the documents I am resending out, and I need you to remove that BBB 1 star.
  We have 24/7 answering, a client portal for online access, and we are open in office from 10-6 monday through friday.

   

  Also please use our support emials ******************* or **************** The two people you have emailed no longer work here. We are dedicated to canceling your parents timeshare and turning this into a positive experience. Lets get this done.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21766948
  
  I am rejecting this response because:

  Sent Via:	Email (ODR)
  From:	*****************************
  From Email:	*****************************
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	6/17/2024 12:25:17 PM
  Date Read:	6/18/2024 10:31:28 AM
  Submitted w/ Complaint:	IMG_0384.png IMG_0385.png IMG_0386.png IMG_0387.png Files listed above be visible when complaint is viewed online.
  Attachments:

  
  
  

  I received this email 

   

  it is all lies.   I have never received email requesting additional docs.  I have sent all documentation.   The last request was copy of title that i submitted 7 months ago.   When i do call customer service and ask for update they tell me someone will call.  I never hear back. I responded to the latest email that I have attached and ask someone to call me directly on my cell.   No call back.  There customer customer has schedule two zoom meeting and no one ever attends meeting.  
  

  i actually called as a new client and someone from sales answered and promised that a customer rep will get back to me aftervv bc explaining my situation

   

  again no one called back.   I want my money refunded or timeshare returned as guaranteed. 

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/25/2024

  *****,

  We are here to help and have the timeshare cancellation process go as smooth as possible. At this time you ar enot loosing any money to the timeshare developer,  We would like to schedule a time to talk so we can address any of your concerns you have.  We do not schedule zoom meetings, we do have ****** meet if you are seeking for a video meeting. However, we can book a phone call. This seems to be the easiest. YOu can also call our support team at ************

• Initial Complaint

  Date:04/26/2024

  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'm am being harassed by this company that I've never done business with and I have expressed I want no contact from them. They will not stop harassing me.

  Business Response

  Date: 05/07/2024

  This is not a customer. This is a spam message. We have received messages like this from ex employees posing as potential customers and competitors.

  This is not a reflection of any experience with our organization.

  Please remove.

  Business Response

  Date: 05/07/2024

  We have reviewed our systems. You contacted us through seniortimeshareexit.com. You requested information on eliminating your timeshare.

  We stop communicating once a potential client does not want us to. If does not make any sense to continue to contact someone who does not need our help. 
  

  We assure you there is no future communication events regarding your account.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21632507
  
  I am rejecting this response because: I continue to recieve text and phone calls from.this company.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/05/2024

  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 started this process with CCG in January and signed the contract on the 16th after they promised to help with the cancellation of our timeshare. When we first started we were working with ***************************** that made everything seem easy and straightforward and made us feel comfortable and that we could trust them. I even asked if this was a scam or not because after what we have been going through with the timeshare it was really hard to trust what people told us and she reassured us that it was that she has been working with this company for 8 years and would never be ok with scamming anyone over. Up until we signed the contract the communication was great, after we signed it kinda felt like they disappeared. It started to become hard to get in-contact with anyone, the dates that were given to us that our case manager would call us to discuss the process were not met. We had to reach out for anyone to talk to us. Now its becoming harder and harder to get any form of update. I constantly call them just to get told that the case manager is busy and my message will get escalated but never get a call back. We schedule appointments and confirm via email and never get a call on the time of the appointment nor a follow up as to why they didnt call us. Our emails are never responded to, and not when I email these case managers I get a failure message saying the accounts are inactive. Mind you, no one reached out to us about these changes or that people left the company. Now we dont even know whos handling our case or if its even getting handled. They are not upholding their end of the contract. At this point I want my money back and to cancel this contract with this company. I see that I am not the only one dealing with this same issue. This company is taking peoples money and going **** We had to open a loan of $9,000 dollars and my credit is going down because they told me to stop paying the timeshare company. This company has lied about the service they provide!

  Business Response

  Date: 05/16/2024

  Business

  Most Recent Message

  Date Sent: 5/8/2024 5:14:21 PM
  This post is the second one a continual harassment by this personal and her partner. She has threatened, and uses intimidation. She has been posting personal information, names, and numbers, and has violated BBB policies for review many times over.