Complaints

This profile includes complaints for PRIMO Management Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PRIMO Management Group, Inc.

  924 N Magnolia Ave STE 202 PMB 1293 Orlando, FL 32803-3220

• 

  PRIMO Management Group, Inc.

  7200 Lake Ellenor Dr STE 240 Orlando, FL 32809-6200

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  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.

  This is a company that promises to get time shares cancelled within 3 years. I signed up with them in August of 2018, paid them $3000 and they did not uphold their end of the agreement. Today I found out they have closed my account due to lack of communication. I was told if the resort communicated with me to let them know and I did. I havent had any correspondence from the resort in a while so I havent reached out to Primo until today.

  Business Response

  Date: 07/01/2025

  Thank you for the opportunity to address your concerns.
  
  
  PMG has actively serviced Mrs. ******** account and successfully secured a mutual option to terminate her ownership, as confirmed by the email and letter she received in January 2024. Around this time, Mrs. ******* became unresponsive to our follow-up attempts. Our Specialists made multiple efforts to reconnect via phoneleaving voicemails requesting a prompt responseand followed up with corresponding emails.
  
  
  As outlined in our agreement, continued cooperation and responsiveness are essential, as all resort-related matters require Mrs. ******** participation. If communication is not being received, it is necessary for our Specialists to be informed so we may take the appropriate steps to escalate or adjust our outreach accordingly.
  
  
  Despite the lack of communication, PMG continued servicing the account and held the termination offer open for as long as possible until it was eventually rescinded. Throughout this period, we remained committed to ensuring Mrs. ******* received attentive care and service. After more than 120 days of unresponsiveness, the termination process commenced per our agreement. A letter was mailed to Mrs. ******** last known address, providing a 30-day window for her to respond and retain services.
  
  
  PMG did not receive any written communication from Mrs. ******* expressing a desire to cancel our services or to reactivate the account. As a result, the account was closed in accordance with our outlined procedures. Mrs. ******* later contacted our office and was provided instructions on how to reinstate services. During this call, she informed our Specialist that she intended to proceed. However, we subsequently received a complaint that portrayed PMG unfairly, despite our consistent and thorough efforts to provide assistance.
  
  
  In her complaint, Mrs. ******* acknowledges a lapse in communication, which ultimately impeded progress and led to the missed opportunity to mutually terminate her ownership. PMG has made every effort to avoid this outcome, but as stated in our agreement, successful completion of the process requires continued cooperation.
  
  
  As of yesterday, PMG was still willing to resume services without charging any additional feescontingent upon a written confirmation from Mrs. ******* indicating her desire to move forward. We regret to inform her that the account is not eligible for a refund.
  
  
  Should Mrs. ******* have further questions or concerns, we encourage her to contact our offices directly, Monday through Thursday, between 10:00 a.m. and 5:30 p.m. EST.
  
  
  Thank you again for the opportunity to respond.
  
  
  

  3. TERM OF CONTRACT: P.M.G. and its affiliates will continue to assist client in attaining permanent cancellation of the client's Mortgage, Vacation Membership, Deed, or Contract for a period of 12 Months. Upon expiration of the 12-month term, P.M.G. has the right to extend the agreement for an additional 12 months. If Client objects to the 12 Month extension, Client must send objection in writing by certified mail at least 30 days prior to the expiration of 12-month period.
  TERMINATION OF CONTRACT: Client agrees to cooperate and communicate with
  P.M.G. and its affiliates during the process for cancellation. Client hereby agrees that, if such cooperation with P.M.G. and its affiliates is withheld, P.M.G. or its affiliates may, at its option terminate these services and this contract with 30 days written notice to client. Client has the right to terminate this agreement before the term of contract has run and must do so with 30 days written notice to P.M.G. or its affiliates.

• Initial Complaint

  Date:06/21/2025

  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.

  3 years ago, I hired Primo Management Group to help me cancel a timeshare with ***. The individual I initially spoke to gave me the information and quoted a price. They stated it would be a 3 year contract as these things can take a grewat deal of time. I was advised three things: First do not make any additional payments, second was not to take any calls from them and lastly was to forward any communications from them with Primo. I was told that I would get updates every 2 months.The phone calls I received were pointless as they were the same script every time. If I asked a question, the response was always that they would forward the information to my account agent.Over the 3 years, I only spoke to my actual account agent 2 times I believe. The other phone calls were from phone agents.About 2 years ago, I was advised to write a letter and send it to them with delivery confirmation - which I did. I asked for a copy of all of the correspondence they had initiated with *** and they refused to provide that to me. I wanted some verification that they were actually making contact with them .The story was always the same. A letter was sent and it takes ******* 3 year contract ended this month, and it wasn't until a few weeks ago that they actually started to care about this. They said that they sent a letter giving them 60 days to *********** I received a copy of a letter dated January 2023 almost 2 1/2 years ago indicating that they were in fact cancelling my time share at that point. Two and a half years! If they were in fact working on my case, why am I just finding this out now? I have been stressed about this for 3 years and apparently I didn't need to be. I do not believe that they followed through on their end of the contract. If they had, I would have known this back in 2023. This is extremely unprofessional. I am requesting a partial refund. I believe they didn't do much of anything until the past two months.

  Business Response

  Date: 06/22/2025

  Thank you for sharing your concerns and for the opportunity to address them, as we did previously by email on June 13, 2025.
  As noted in your own statement, all correspondence related to your account is sent directly to you by either mail or email, a procedure clearly outlined and agreed upon at the time of enrollment. PMG does not receive written communications from your resort; all such documentation is sent directly to the client. Your assigned Specialist informed you on June 13 that we had been actively requesting written confirmation of account closure due to an acceleration notice you received. The confirmation letter you referenced, dated 2023, was actually requested by your Specialist 60 days ago, 120 days ago, a year ago, and so on. This has been an ongoing effort to obtain a response from your resort. When we had contact with your resort they would advise that all communication regarding the account’s status had been mailed to you directly. We learned that this same letter had been issued in 2023—information we would have been unaware of unless you provided it to us, which did not occur until this complaint. We were not given the opportunity to review this document before this complaint was filed against us. Further delaying the confirmation of your account’s closure. Your assigned Specialist made you aware just 6 days ago that she had been waiting on written confirmation from the resort for some time. Had this document been provided to her she could have explained and relieved you of the years of stress in relation to this document at that time as your account is closed.
  
  Following a thorough review of your account, we must clarify that your claims regarding lack of communication are false. Our records show consistent and documented outreach, including bimonthly check-ins and additional contact initiated by you. Your Specialist maintained regular communication in accordance with PMG’s service standards.
  
  Additionally, it is important to reiterate that any correspondence or documentation personally drafted by PMG is considered proprietary, as stated in the agreement you signed. We do not release these internal materials outside of our established process.
  
  The letter you received from your resort supports that our initial and supporting requests to terminate your ownership were successful. To further confirm this we would need a copy of the letter sent to us via email or faxed in. We were not given the opportunity to verify the validity of the correspondence before this complaint was submitted against us. 

  
  To be clear, you did not inform us of any intent to cancel services or request a refund until after you had already received written confirmation from your resort that the account was closed. As outlined in our agreement, to cancel services it is required to provide a written request to our mailing address to start this process. We have not received such correspondence from you as of today’s date. Based on this timeline and the services rendered, we must inform you that you are not eligible for a refund.
  
  PMG has fully honored the terms of our agreement, consistently advocated on your behalf, and played a key role in the successful closure of your account. As we do not control response times from the resort, we relied on their confirmation that all communications were sent to the address they have on file for you.
  
  We remain committed to supporting our clients professionally and transparently. If you have any additional questions or wish to complete your Exit Call, please contact our offices Monday through Thursday from 9am to 5:30pm EST or you can contact your assigned Specialist directly via email. Congratulations on your account’s closure! 
  
  Respectfully,
  PRIMO MANAGEMENT GROUP

  Customer Answer

  Date: 06/22/2025

   
  
  Complaint: 23502322
  
  
  
  I am rejecting this response because: if they had actually been doing their job, they would have known 2 years ago that this was closed.  They obviously did not or they wouldn't have kept contacting me or them.

  I don't believe they did anything until recently and in their failure to do so, caused me unnecessary stress, anxiety and increased depression.  

  If they really sent those letters and followed up like they said, why did I never get the information until just now.  At the very least I deserve a 50% refund.

  Patti
  
  
  
  Sincerely,
  
  
  
  Patricia Mitch

  Business Response

  Date: 06/23/2025

  Thank you for your prompt response. As previously stated, you were notified of the account's closure in 2023. According to your resort, this correspondence was sent to you at that time. It is stipulated in PMG's agreement that you are responsible for monitoring such communications and providing them to PMG in a timely manner, specifically within 10 days of receipt. PMG does not receive direct correspondence, as you mentioned in your initial complaint; you have been informed of this on multiple occasions. Additionally, your Specialist has indicated that she requested this confirmation several times and confirmed that the response to her drafted communication would be sent directly to you. The assertion that PMG has not been servicing your account is inaccurate, and any further false claims may result in adverse action. Our objective is to continue assisting you, as we have for the past three years. 
  
  To finalize the closure of your account, we require additional information. It is essential that you provide the document you received for further review and contact our office by phone to proceed. Unfortunately, the account is not eligible for a refund per the PMG Agreement. Further review can be conducted, but the correspondence received from the resort is necessary before this decision can be reconsidered. Your account will remain open in our offices until we can speak with you and review the document you received from the resort. If we do not hear from you today, your assigned Specialist will reach out to you directly this week to discuss. Thank you!

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23502322
  
  
  
  I am rejecting this response because: I did do everything I was advised to do.  If everything was on my shoulders, what was I paying you for?  You should have known  what was happening.  Your response is even more justification that you did not do anything actively on my behalf.  I do not feel as though I received adequate service from you.  I was extremely disappointed with your lack of action
  
  
  
  Sincerely,
  
  
  
  Patricia Mitch

• Initial Complaint

  Date:04/07/2025

  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 hired this company to get me out of my timeshare with Bluegreen. The contract stated that is they are unsuccessful with in 3 years I would receive a full refund. The guidelines stated upon the 3 years to submit a certificate letter of termination with Primo management group and they would issue a full refund. I have followed all the guidelines and did my part and they refused to issue a refund. Im not out of my timeshare and Im out $2200 with Primo Management Group. I have been scammed! Im writing this complaint so hopefully it will detour others as not to use this company. I may have to seek legal advice in hopes that I get my refund.

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to address your concerns regarding our services.
  
  *** and **** ******* account was eligible for closure through a mutual termination option. However, they declined the offer to terminate their timeshare ownership, which would have completely absolved them of their ownership responsibilities. PMG provided services to facilitate this option for the Tryons' account but was unable to finalize the account's release. Our agreement clearly states that any fees associated with the processing of the timeshare's termination are the responsibility of the timeshare owner. *** and **** ***** were also informed of this via email.
  
  Should you have any further questions or concerns, please do not hesitate to contact our offices Monday through Thursday from 10 a.m. to 5:30 p.m. EST.
  
  Best regards,

• Initial Complaint

  Date:03/03/2025

  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 signed a contract with PMG to have them get us released from our Timeshare with **************** Vacations. Nothing happened and after the contract was expired, I wrote and asked for our money back (per the contract). On 1/28/2025 they said if we pay our fees and become current on our Holiday Inn account, we would be released from the contract. We did pay our fees, to keep our credit score from dropping. They called again and said we would not get our refund because we didn't do what they asked on 1/28. We did do it, and never heard from anyone. Now they are telling us that we have to pay Horizon (??) $1200 and they will release our contract. I don't know who Horizon is, never received anything in writing. I want my money back. They did nothing for 3 years but take $2200 from us. Also, I have no idea why they had us sign page #9.

  Business Response

  Date: 03/03/2025

  Thank you for bringing your concerns to our attention. It appears that there might be a misunderstanding. Upon reviewing your account, you were presented with the option to terminate your timeshare ownership. As per the agreement you signed, any processing fees associated with this action are your responsibility to cover. Please note that PMG does not bear these fees.
  
  We have successfully submitted all required actions with your resort to accept your property back based on our continuous efforts and numerous requests for this action. This opportunity was not available to you before PMG became involved and began servicing your account. Any delays in the process were solely at the resorts discretion, as they were subject to their internal procedures. In contrast, PMG has consistently maintained a prompt and efficient service record throughout our involvement.
  
  To provide you with all the necessary details regarding the option to terminate your ownership, we have requested that the resort send you the relevant information via mail or email. If you have any further questions or concerns about your account status, please dont hesitate to contact our offices directly during our business hours, which are from 10 am to 5:30 pm EST. 
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23014665
  
  I am rejecting this response because:

  The offer to terminate the timeshare came far after the expiration of the contract.  Bringing our account current didn't help with anything. We never received a notice from HICV or PMG.  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/04/2025

  Please note that there appears to be a misunderstanding. The offer is real and originates directly from the resort. At their sole discretion, the resort provides any offer they make. Their response to our submissions indicates that the resort is willing to terminate your ownership voluntarily. One requirement for this termination is that the account reflects a "current" status. The other requirements were not met, which is why the account is still active. Our team has contacted you to clarify the situation and provide more specifics. We request that you contact our offices so we can provide you with assistance. The account is ineligible for a refund.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23014665
  
  I am rejecting this response because:
  The contract expired. You didn't fulfill the terms of the contract. We are entitled to a refund. Realistically, it shouldn't have taken 3 years, and suddenly after the contract expires you want to resolve this. What did you actually do in the 3 years?
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/06/2025

  We do not delay our process and over the three years that we serviced your account, we have successfully negotiated an option to terminate your ownership, which absolves you of all financial and contractual obligations to your timeshare. We have also secured additional resources to assist you in repairing your credit. These are things that you did not have access to before you started working with us. Also, as you stated in the survey you took to start working with us, you did not attempt to terminate your ownership before that.
  
  Your account, unfortunately, is not eligible for a refund, as the resort has said that it can proceed with deeding back the property. However, we can assist you with facilitating that process, which should take about 90 days or less. We can also provide a written confirmation that our services have been canceled if you choose to cancel.
  
  For more information, please contact our offices at your convenience Monday through Thursday, 10:00am to 5:30pm EST. Thank you for your time.

  Customer Answer

  Date: 03/07/2025

  PMG is stating that we are not entitled to a refund because they were able to get us a cancellation of our timeshare.  The cancellation did not take place within the terms of the agreement, nor have I received any cancellation information - it clearly states under #5 Warranty that "If Client does not get their Mortgage, Vacation Membership, Deed, or Contract cancelled within the Term of this Agreement, P.M.G. will refund 100% of its cancellation service fees to the client.

  Customer Answer

  Date: 03/07/2025

  I spoke with ********************************************* and they have no record of PMG contacting them regarding my account.  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23014665
  
  I am rejecting this response because:

  We never received any assistance rebuilding our credit, because we did not have bad credit.  ******************* Vacations is offering me to terminate my contract with them in one phone call, why did it take PMG 3 + years?

  We are entitled to our money back because that is what is stated in the contract.  Again, **************** Vacations has no record of anyone contacting them regarding my membership.  The deeding department can be reached at ************ M-F 9am - 5pm ET.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/27/2025

  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've been waiting for a refund from Primo Management Group for almost 3 years (since 2022).They are a timeshare exit company who were unable to help me (From *********) and as a result I qualified for my $7000 back. I have since completed and submitted all the necessary paperwork to get my refund back and nothing has come of it. Primo has been quiet for a long time, until one day last year when they promised that they were tirelessly working on processing our refund. I was also told that there was a hold up with their finance department with more empty promises that they were going to get this matter resolved expeditiously. Every time I've contacted them, I've been given the runaround. It takes months to get an email response and I'm not able to get live person on the phone who can give me a straight answer. I'm fed up and need my money now! Please help.

  Business Response

  Date: 02/28/2025

  Thank you for sharing your concerns. We would have appreciated the opportunity to address this matter with you directly. Our records indicate that we have made bi-monthly attempts to contact you but have been unsuccessful in reaching you. Additionally, we have no record of any attempts on your part to contact us via the phone number we have on file or any other number.

  Please note that our office hours remain unchanged, and all incoming calls are closely monitored. Missed calls are typically returned within 24 to 48 hours, often on the same dayexcept on Fridays, when our offices are closed. We encourage you to reach out to us at your earliest convenience so we can assist you further.
  
  In our efforts to connect with you, we have also sent emails updating you on the status of your account. According to our records, we were notified that you are no longer the owner of your timeshare, and the ownership was canceled before our office received a formal cancellation request. The resort confirmed that a closure confirmation was mailed to you over three years ago. However, we have not received any email responses or supporting confirmation documents from you.
  
  For further updates regarding your account, please contact our offices Monday through Thursday from 10:00 AM to 5:30 PM EST. If you reach out after hours, management will return your call on the next business day.
  
  Thank you for allowing us the opportunity to address your concerns.
  
  
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  PMG is delaying for over 6 months issuing a refund. Every time is a new excuse or delay tactic in order to further delay the refund. I signed a contract to exit my timeshare and theres a clause that if after 3 yrs they couldnt help me exit the timeshare a full refund was to be issued. The 3 year period was completed in March ************************************************ August 2024. It was supposed to be as per contract a 45 days process and now we are 6 months into this adventure with many many emails with excuses but nothing on a commitment for when the refund will be finally issued. No idea what else to do to close this painful process.

  Business Response

  Date: 02/11/2025

  Thank you for the opportunity to address Mr. ******** concerns. We understand his frustration and appreciate his patience as we work to process his request.
  
  Our team has been in direct communication with Mr. ******** and our manager provided an update via email yesterday regarding the status of his request. As we have previously communicated, all requests are processed in the order they are received. To ensure fairness to all clients, we do not have a system in place to prioritize one request over another in this particular situation. We encourage Mr. ******* to review the email update for the most recent information. Any further updates will be provided to him directly by a member of the Finance Team, as outlined in our prior correspondence.
  
  All necessary and required documents for the termination of Mr. ******** timeshare ownership have been submitted by his assigned Specialist. As previously discussed, while PMG has completed its part of the process, the final closure of the account, including the timeline for termination, is determined solely by the resort.
  
  If Mr. ******* has any additional questions or concerns, we encourage him to contact our office by phone Monday through Thursday from 10:00 AM to 5:30 PM EST or reach out to the Finance Team via email, which has been provided to him on multiple occasions.
  
  We take all customer feedback seriously and appreciate the opportunity to address these concerns. At this time, no further action is required on Mr. ******** part, as his request has been escalated to the appropriate department.
  
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22924193
  
  I am rejecting this response because:
  

  This process is months over the 45 days agreed by contract.  The so call update yesterday via email is because I send biweekly follow up notes asking for update otherwise I wont be receiving anything from them. The last real update from PMG was Dec 9th indicating the refund was being send to ************ for processing.  Today 2 months after that the feedback is still processing.  If they have the time to reply to a BBB complaint someone there can call me directly and indicate when the past due refund will be indeed issued.  My complaint is not lack of update my complaint is the refund processing is well beyond the 45 days in the agreement.   I can fwd all the useless notes indicating just keep waiting were processing.   Give me a hard date and the we can close the complaint.  Sadly I was taken advantage by the ************ years ago and now Im in same spot by PMG.  

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

  Business Response

  Date: 02/11/2025

  Again, we take all client feedback seriously whether that be on a public platform or otherwise. Mr. ******* was contacted today via phone and we were not able to reach him. A voicemail was left and an additional email was sent to him. His request has been escalated accordingly and as indicted with the new email provided yesterday he will receive the official update on processing dates and timeframe before the end of the week. We understand the frustration caused by the unforeseen issues we have experienced and we have taken all necessary steps to expedite the process accordingly. There is no further action required for this request. Mr. ******* was advised initially that the updates would only be provided upon completed processing. We have rendered services accordingly and honored Mr. ******** request to cancel services. 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22924193
  
  I am rejecting this response because:
  

  PMG in their latest response to this complaint indicates and I quote - he will receive the official update on processing dates and timeframe before the end of the week.
  

  Please see attached photo with todays update   Theres zero information on timeframe there. Zero.  Thanks the same wording I had received for 2 months plus.

  In addition they also indicate and I quote - We have rendered services accordingly and honored Mr. ******** request to cancel services.

  False.  The agreement required the refund to be issued in 45 days.  Once you issue the refund you can then claim you had honored my agreement - until then you are in breach of contract and delaying my refund.

  The only proper response to close this case is your payment is in the mail with tracking number 123. 

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

  Business Response

  Date: 04/08/2025

  Updating this complaint to confirm that PMG has honored the agreement, as we previously informed Mr. ******* on several occasions, by repaying the servicing fee. We have requested that Mr. ******* also update the Better Business Bureau (BBB) with this information to ensure that the details are accurate and transparent. In the event that Mr. ******* does not complete this update, we are providing confirmation that not only were the funds confirmed as received from Mr. ******** but his PMG account has also been closed.

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  The refund was issued months beyond the 45 days per agreement after many, many follow *** but finally the case is closed.

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

  Customer Answer

  Date: 04/09/2025

  The check send by PMG was declined due to being issued from a close account!!!!  

• Initial Complaint

  Date:01/02/2025

  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.

  This company was hired to help get me out of a timeshare. After three years of minimal contact and next to no information provided on efforts made, I tried to cancel my agreement with Primo. I was told that the issue was resolved two years ago and was never told. I was told the ********* released me from my obligation. After speaking with the timeshare I was told it was cancelled due to nonpayment, not do to efforts by a timeshare cancellation service. Had Primo cancelled my timeshare they would have known this two years ago. I have therefore incurred additional expenses. They did nothing to cancel the timeshare. They refuse to refund my money paid stating that I was released and they did their part. All of which is inaccurate. A complete and total scam. I have most everything in writing and emails with them. Had they cancelled the timeshare two years ago, they would not have been calling (irregularly) stating there have been no updates and have I had any contact for the past two years. A complete scam of a company. I want my money back before I have to file a lawsuit and incur additional expenses.

  Business Response

  Date: 01/02/2025

  
  Thank you for giving us the opportunity to address Mrs. ******* concerns regarding her account with ********************* We value transparency and professionalism in all our client interactions and hope this response provides clarity.
  
  At the outset of our services, we clearly outline in our agreement that our success depends on client cooperation and participation. Clients are advised to monitor their mail and email and to provide PMG with any resort-related correspondence within 20 days of receipt. PMG does not directly receive any correspondence from resorts, as all communication is sent to the clients designated mailing or email address.
  
  This requirement was communicated to Mrs. ******* during multiple follow-ups regarding her account. While we understand her confusion regarding our awareness of her accounts closure, it is important to note that any notices from her resort regarding the closure were sent directly to her via email. Furthermore, any correspondence PMG sent on her behalf specifically requested that responses be directed to her.
  
  Mrs. ******* has confirmed that her account is now closed and her timeshare contract has been terminated. However, due to the status of her mortgage balance, her resort opted to terminate the account due to non-payment rather than mutual agreement. This potential outcome is explicitly outlined in our contract and was discussed with Mrs. ******* during the process.
  
  Our records show that her assigned Specialist attempted to provide post-release guidance to help mitigate any potential credit impact related to the closure. Unfortunately, Mrs. ******* instead focused on requesting a refund. After a thorough review, we determined that she is not eligible for a refund, as PMG fulfilled its obligations under the agreement. As specified in our contract, our money-back guarantee applies only if the clients account remains unresolved or no offer is received before the contracts expiration. PMG will always seek the most mutual option to terminate our clients account as we did for Mrs. ******** but the terms of the release are always at the resorts discretion. This is also outlined in our agreement. This was the only non-payment option offered to Mrs. ******** It is noted that Mrs. ******* is still receiving texts from the resort and this is not uncommon as she is subscribed to receive their communication. Typically this information is discussed during our Exit Call, but as mentioned, Mrs. ******* declined until speaking with the resort. 

  We have received verbal confirmation that Mrs. ******* is no longer a timeshare owner, and no further action is required. If she has additional questions or concerns, we encourage her to contact our management team directly. Our office hours are Monday through Thursday from 9:00 a.m. to 5:30 p.m. EST.
  
  Thank you for your patience and understanding. We are happy to assist further if needed.
  

  
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22758124
  
  I am rejecting this response because: it was stated that I did not fully communicate nor did I forward any correspondences received. I forwarded all correspondence including text messages. Again, had Primo ACTUALLY been in contact through correspondence and telephone calls, they would have known the timeshare cancelled my contract DUE TO NONPAYMENT ON MY PART and NOT due to efforts (or lack thereof) by Primo. The timeshare was cancelled two years ago, and Primo still claimed they were trying to resolve the issue up until the end of last year when I requested a copy of my contract to cancel per their instruction. Suddenly I receive a call from them saying my timeshare was cancelled. Again when I called the timeshare they said it was for nonpayment. Primo is trying to claim they resolved the issue when they did not. They are 100% scamming me and assuredly others out of thousands of dollars. They do not provide you with any supposed correspondence, email or telephone records from your own file because they say they are private. They are a scam. They are a fraud. I will continue on with a lawsuit. I am quite confident even with the emails I have on hand I can be proven correct let alone the information I receive when I have suit filed. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/07/2025

  Thank you for sharing your concerns regarding your dissatisfaction with our services. At Primo Management Group (PMG), we strive to deliver effective solutions for timeshare exits, and we regret to hear that Mrs. ******* feels unsatisfied despite the successful termination of her timeshare ownership.
  
  Prior to initiating our services, we inquire with every client regarding if they explored direct cancellation options with their timeshare developer. According to Mrs. ******** her developer referred her to another exit company that quoted her a fee significantly higher than PMGs. She chose to proceed with PMG, and as a result, her timeshare ownership was terminated successfully through our proprietary process.
  
  Our contract explicitly outlines that our methods are proprietary and that clients will receive correspondence directly from their resort during the process. In this case, all correspondence related to the account closure was sent to Mrs. ******** as confirmed by her. This was also confirmed with the timeshare developer as well. PMG diligently pursued the termination of her ownership, working to achieve a resolution that aligned with her financial circumstances.
  
  It is important to clarify that PMG does not control the resorts internal processes for terminating ownerships. However, through our efforts, Mrs. ******* timeshare ownership, which would have remained active for several years, was successfully terminated, relieving her of financial and contractual obligations to the resort.
  
  We also note that Mrs. ******* declined to participate in our Exit Call, which would have provided additional post-release information and support. Should she decide to proceed with this call, we encourage her to contact our office to speak with a manager. As a lifetime member, Mrs. ******* is always welcome to reach out for further assistance.
  
  PMG remains committed to providing exceptional service and is proud of our successful track record in helping clients achieve their timeshare exit goals. We are confident in the work completed for Mrs. ******* and stand by our efforts in securing the closure of her account.
  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22758124
  
  I am rejecting this response because again, the cancellation was not due to anything Primo did. Primo did nothing to negotiate the cancellation as stated. I did not participate in an exit call because I am not agreeing to release Primo from the contract without a refund. The blatant lies they keep returning with are outrageous. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/18/2024

  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 entered into a contract in Jan of 2021 for cancellation of my timeshare. This was a guarantee with a refund if they did not get my timeshare dissolved within 3 years. Primo did not provide the services they guaranteed and did not get a resolution. I requested a refund and was told my refund was denied with no reason.During the 3 years, I did not get the monthly communication that was stated in my contract, nor did I feel they were actively working on my case. In May of 23 my timeshare company advised they had not received any requests to dissolve my timeshare with them from Primo or me. Primo, in an email from my case manager then advised that when they communicated with my timeshare company they were pretending to be me. When I advised that I never authorized anyone to pretend to be me and stated I felt this was fraudulent behavior, it was never addressed. I requested to terminate my contract with Primo after the 3 years because they did not provide the service that was guaranteed. They sent an email advising my account was not eligible for a refund with zero explanation as to why.I would like to receive the refund that was guaranteed since they failed to provide the service for which I paid $2000. The only resolution they offered me was to try the process the timeshare company offered on their website. This is the same resolution they advised me Not to take in Feb and in May of 2023 when I advised them that it was an option provided by the ********* company.

  Business Response

  Date: 11/19/2024

  Thank you for reaching out to share your concerns.
  
  To clarify, PMG did not advise or direct you to contact the resort. This was a step you took independently. At that time, we informed you that we were still working on an option to absolve you of the fees associated with the Legacy Program, which subsequently led to a complaint being filed on your behalf.
  Regarding communication with the resort, PMG does not impersonate clients. We utilize the limited power of attorney that you signed at the beginning of the program to act on your behalf. At no point have our Specialists represented themselves as you or the other owner on your account. If a previous representative shared contrary information, this was incorrect, and they are no longer with PMG.
  The information you reference was willingly provided by you during the initial survey and questionnaire process. This information is used strictly for account verification when communicating with the resort on your behalf.
  
  While we typically request that any settlement or release terms be provided in writing before proceeding, not all resorts accommodate this request. This was one of the reasons the complaint was submitted, to prompt a formal response regarding the option to relinquish the property.
  PMG provides all available options to ensure you are fully informed. We have acted within the scope of our agreement and the limited power of attorney you granted us. The final determination regarding your account reflects its eligibility for deed-back with the resort and the co-owners bankruptcy filing. Our contract is explicit about these terms.
  If you would like assistance in facilitating the closure of your account, I would be happy to assist. However, filing a BBB complaint will not alter the final determination. At this time, your account is not eligible for a refund, but there are still several options available for resolution.
  Please do not hesitate to contact our offices directly if you have any further questions or require additional clarification. We appreciate the opportunity to address your concerns and remain committed to assisting you.
  
  Thank you for your understanding.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22574638
  
  I am rejecting this response because: you did not provide any resolution other than the legacy program, which is available to any and every ******** owner. You never even suggested that option to me until I asked about it and then you advised me NOT to utilize that option. Only after I requested a refund did you offer that option and now you are using that option as a reason to not provide a refund. If you only offer the exact same option as the ********* company, why would anyone pay you. $2000. Please review all of the communication in my file, including the phone calls, you will find that your representatives failed numerous times to provide the guaranteed service you advertised. If other options are available as part of your service, why would you not just provide and exhaust those options instead of telling me you have exhausted all options and the best resolution is to use the legacy program, that again is available to everyone, not offered as a result of any single effort on your companies behalf. If you can finish the job, then finish it.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 11/20/2024

  Certainly! Below is a revised professional response:
  
  
  Subject: Refund Request Determination
  
  
  Dear [Recipients Name],
  
  
  Thank you for your inquiry regarding your refund request. After a thorough review of your account, we regret to inform you that it is not eligible for a refund.
  
  Your account was deemed eligible for the Legacy Program, a benefit not extended to all ******** accounts. If it was expressed to our Specialist that you did not want to pay your resort, we will continue to service the account for non-payment options. The Lefacy program was not extended to you when you signed up with us. It is noted that you did not have any options to terminate your ownership until PMG became involved. During the time our Specialists serviced your account you made one phone call to them. Prior to your one call there were several letters and other items of correspondence sent on your behalf to obtain a mutual non-payment option to terminate your ownership.
  

  Additionally, our agreement explicitly states that filing for bankruptcy during the course of our work impacts your eligibility. Unfortunately, the co-owner of the account filed for bankruptcy while our team was actively working on your behalf.
  
  As a result, we must deny your request in accordance with the terms outlined in our agreement.
  
  If you have further questions or would like to know all of your available options at this time, please contact our offices directly and request to speak with our **************** Manager directly. Our offices are open Monday through Thursday from 10am to 5:30pm EST. Again, we apologize for any confusion and appreciate the opportunity to address your concerns. We wish you the best! 
  

  
  

• Initial Complaint

  Date:10/30/2024

  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.

  Three year ago I paid for a service from this company for $1500. The promised to release me from this timeshare in three years or they will give 100% refund. I would hear from them once every 4-6 months and all they asked was, have I heard from westgate. I gave them the same answer every time "NO." I had 3-4 different case managers during this time and they all seem to not know what's going on with my case. Two days before their three year time was up, I start getting call from them asking again have I heard from ******** and I gave them the same answer NO. I sent them a certified letter after the three years asking for my 100% refund and they said they will research it and get back to me. I received an email saying they did what they suppose to do and I'm not entitled to any refund even tho they didn't get me released from the timeshare. I sent them an email saying I will seek legal action because they didn't get me out of my timeshare in three years. I asked them two years ago to send me what they're sending the timeshare company and they said they couldn't. This company need to be investigated from fraud.

  Business Response

  Date: 10/31/2024

  We appreciate the opportunity to address your concerns and want to confirm that an email regarding the final determination results was provided to you today via email. A copy of the determination will also be mailed to your address on file as well.

  
  After a thorough review of your account and the details surrounding your Service Cancellation Request, we regret to inform you that your request for a refund cannot be approved. Despite multiple attempts to reach you via our Bimonthly follow-up schedule, we were unable to connect. Our dedicated Specialists made every effort to assist you and communicated with your resort's ****************** Team regarding the voluntary closure of your account. As noted in our agreement several times, it is important that we maintain an open line of communication and have your cooperation for the duration of our services.

  
  As noted, the option to terminate your ownership was available from August 28 to September 4, during which we contacted you to proceed. Unfortunately, we received your Service Cancellation Request on September 23, after this offer had expired. Per our agreement, Primo Management Group does not cover the costs associated with processing terminations, and this policy is clearly outlined in our contract. Our primary goal is to assist you in achieving a timeshare-free status, and we remain committed to supporting you in this process. If you have any further questions or need clarification regarding your account, please feel free to reach out to our **************************** available Monday through Thursday from 10 AM to 5:30 PM EST.
  Thank you for your understanding.

  
  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22493384
  
  I am rejecting this response because: As I stated I only heard from you once every 6 months if that.  I call you more than you called me.  Then after 2 days before our contract ends, I get a call from a case manager asking me the same question.  I tried calling the timeshare company myself several times to see if they received anything from you and they said "NO."  Then ******** said I had two options, sell it myself or find someone to sell it for me. I asked your company to send me what they're sending to ******** and you said you wasn't allowed to release that information to me.   If you're representing me, why couldn't you release that information to me?  I dont think you sent them anything, you just drag this out to get paid.  A buy back from the resort is something I can get from the timeshare company on my on.  I didn't need to pay you to pay them.  As you can see in previous BBB complaints, they're doing the same thing to other people.  

   

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

  Business Response

  Date: 11/05/2024

  First, it is crucial to understand that Mr. ******* had no feasible option to terminate his ownership before engaging with PMG. He was advised by his resort that he was beyond the rescission period, and no further options were available. Only after PMGs Specialists intervened did he receive viable information on how to proceed, making it clear that the proprietary process we use was effective and necessary.
  
  
  We have always been transparent about our program and the methods we use. Mr. ******* signed an agreement with a full understanding of our approach, acknowledging the steps PMG would take to secure his release. Additionally, while PMG has not imposed extra charges for our services, it was clearly outlined in the contract that processing fees from the resort could be necessary to finalize the termination of ownership.
  
  
  Regarding the bimonthly follow-ups, although Mr. ******* may not have always been reachable, our commitment to his case was unwavering. We made continued efforts to work on his behalf and ultimately provided a release option, as determined by his resort. The fact that PMG has no control over the resorts policies or fees related to terminations has been thoroughly explained throughout the process.
  
  
  In closing, Mr. ******** account was closed at his request, but it is vital to emphasize that PMG met all contractual obligations and acted transparently and professionally. Should Mr. ******* have any additional questions or require further clarification, he may reach out to our **************** Team during regular hours.
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22493384
  
  I am rejecting this response because: ************ did not get me out of the timeshare.  As I stated before, I barley heard from their case managers.  Then 2-3 days before our contract ended, I received a call from them asking have I heard from ******** and I said NO.  I called Westgate myself and they offed me a buy back for $3000 dollars.  I only paid $1500 for the used timeshare.  I dont know if or what this company did because I haven't seen anything in writing of what they sent to *********  ************ should be investigated for fraud or deceptive practices.  Just look at all the complaints already files with the BBB.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:10/29/2024

  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.

  Contacted Primo to get me out of my timeshare, which they said they would do it and the process could take 2 - 3 years. In case they failed to get my contract released, they would refund the payment in full. This was around december 2020, it's coming close to 4 years now. I did everything they asked and still did not get reimbursed. This company is a scam. Do not trust them, they are fast to sell you their service and collect the payment, but after that, they disappear and all communications are responded with vague information and no resolution.

  Business Response

  Date: 11/01/2024

  Thank you for sharing your experience with us, and we understand your frustration regarding the timeline. We aim to provide clarity on the efforts weve made toward resolving your account and outline the recent actions weve taken on your behalf.

  Your Specialist discussed with you an option that was presented to your resort to terminate your ownership by bringing your account current and making a one-time processing payment directly to the resort. This option, which would have facilitated a prompt release from your timeshare obligations, was provided in line with the resorts requirements and would have led to an expedited resolution. We understand that you ultimately decided not to proceed with this option at your discretion.
  In 2023, you authorized an extension of our services with the understanding that additional time may be required to pursue alternative approaches, given the complexities involved with the resort. Primo Management Group does not delay services for our accounts. We work to navigate the resort's internal processes which are known to be provided at a delayed rate currently.

  Our Finance Team contacted you in August and provided you with the most recent update in regards to your request to cancel our services. This remains the latest available information. We have been transparent about the process to terminate our services from the beginning. We are experiencing delays with processing, but please rest assured that our Finance Team is actively monitoring your account. Any new updates regarding your account will be communicated to you promptly. In spite of our team's work and efforts on your account to obtain an option for your release, we will proceed with processing your request to cancel our services. 

  We appreciate your continued patience, and we are committed to seeing this process through. Please feel free to reach out to our offices directly if you have further questions or concerns. Our hours of operation are Monday through Thursday from 10am to 5:30pm EST. We are still here and happy to help! Thank you! 

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22488867
  
  I am rejecting this response because:
  

  First of all, I was never communicated about this option:

  "Your Specialist discussed with you an option that was presented to your resort to terminate your ownership by bringing your account current and making a one-time processing payment directly to the resort. This option, which would have facilitated a prompt release from your timeshare obligations, was provided in line with the resorts requirements and would have led to an expedited resolution. We understand that you ultimately decided not to proceed with this option at your discretion. " 
  

  and second, the latest communication from the financial team is the exact same from the first time they communicated with me, as if nothing had changed. How much time do you need to process a refund request? You were very quick to process my credit card when selling me your services. I won't be satisfied until you get back to me with a precise timeline showing when I should be expecting my refund back.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/05/2024

  Our main goal with our program is to ensure you receive the mutual option to terminate your ownership. This was discussed with you and you elected to cancel services instead. For updates in relation to your Service Cancellation Request, please connect with our Finance Team via email or by calling into our **************** Team during our hours of operation. 
  

  As we have explained on several occasions we have experienced unforeseen issues that have unfortunately affected your account. There is no further action on your part or further expedite the request. All requests are being processed in the order they were received. For the most updated information regarding the request, please contact our Finance Team directly. Thank you!