Complaints

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

• Initial Complaint

  Date:11/14/2023

  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.

  We are submitting this complaint to share our experience with this company. When this purchase was made, the salesperson assured us that the timeshare would be easy to use, but the reality has been far from it. The confusing "bank points system" is difficult to follow and seems designed more to up-sell us, rather than provide a straightforward, enjoyable experience. We were also told that we could use the timeshare at other locations by banking weeks and trading them. This process, too, has proven to be perplexing and time-consuming. In short, dealing with the timeshare has been stressful and emotionally draining. As our children grow older, we worry that the stress associated with this timeshare will negatively impact them, especially when they realize that they may inherit this financial and emotional burden. The promise made to us that owning a vacation would be a great experience and that we could resell the timeshare at any time if we weren't happy has proven untrue. Numerous listings online show timeshares selling for as little as $1, indicative of desperate owners willing to pass on their burdens to anyone who will take them. This situation raises serious ethical concerns. The burden of owning this timeshare has been extremely hard on our family. The constant worry about the never-ending debt, its impact on our future, and the potential financial burden it could impose on our children has caused us nothing but stress. We have tried to work with this company directly however, they have taken no interest in our concerns. We need action to be taken by this company and allow us to be released.

• Initial Complaint

  Date:10/25/2023

  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.

  Our journey with this company began in **** when we entered an online drawing for a free weekend getaway. During the sales pitch, we were assured that we could trade our timeshare and vacation anywhere in the world. This was the primary reason for our purchase. We were also informed by the salesperson that owning a timeshare would be financially beneficial in the long run, as the cost of vacations would continue to rise, but ours would remain constant.However, these promises have not been fulfilled. Village West lost its RCI Resort of Distinction accreditation which severely limited our trading power and contradicted their initial promise. When we raised this issue, we were dismissed and told it was an RCI problem, not theirs.Furthermore, we were assured that we could sell our timeshare at any time and recoup most, if not all, of our investment. Unfortunately, we have found this to be untrue as well. We are now unable to even give it away, let alone sell it.We have attempted numerous times to contact Village West to discuss these issues and request a release from our ownership, but we have received no substantial assistance or options to cancel our contract. Our recent interaction with a representative named ***** was particularly distressing, as she was dismissive and unhelpful.We kindly ask for your intervention in this matter. We believe that we were misled into purchasing this timeshare based on false pretenses and promises. We simply wish to terminate our agreement and move on from this stressful situation.Thank you for your attention to this matter. We look forward to your assistance and are hopeful for a resolution. Please contact us via email, as we prefer to maintain a written record of all communications.

• Initial Complaint

  Date:10/11/2023

  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.

  We're reaching out to articulate our disappointment and distress over the silence from Village West, a timeshare enterprise. Despite repeated attempts at contacting them to gather information regarding the exit process from our timeshare, which we've owned for 25 years, we've unfortunately received no communication in return.Our initial investment in this timeshare was based on the understanding that it would be a sound financial move and offer an excellent locale for snowmobiling. However, our actual experiences with the hotel and pool facilities have been less than satisfactory. The upkeep of these facilities has been neglected, leading to a rundown appearance. Moreover, due to *****'s legal blindness and double knee replacements, navigating stairs has become an insurmountable challenge, rendering the timeshare unusable.To add to the issue, health conditions have prevented us from utilizing the timeshare, leaving us only with a recurring maintenance fee. Despite these payments, we have seen no evidence of proper application of these fees towards property upgrades or improvements.We're seeking guidance on how to transfer our timeshare back to Village West to alleviate this financial strain. We trust that your office can provide some assistance in this matter and prompt Village West to address our concerns without further delay.Thank you in advance for your help.

• Initial Complaint

  Date:09/18/2023

  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.

  I am writing to lodge a complaint against Sunrise ************************** and Village West. I believe I was greatly misled by their sales team to sign up for a timeshare. After reaching out to this company I spoke with a representative named ***** who stated she would list my timeshare unit for resale on their bulletin board at their resort. Due to what happened at the initial sales meeting when I signed up for the membership I do not trust what this company is telling me and feel like they are not taking my concerns seriously.The timeshare was initially presented as a lifelong investment for my family. However, due to unforeseen personal circumstances, it no longer holds the value promised to me; instead, it has become a financial burden. The facilities of the resort have not lived up to the standards promised. Amenities such as the restaurant, bar, diner, tour boat, and shuttle service have ceased operations, and the rooms are in need of significant updates and repairs.My sons have expressed no interest in inheriting this timeshare, and I am deeply unsettled by the thought of burdening them with ongoing fees. Sunrise ************************** and Village West have demonstrated a lack of responsibility and transparency in their handling of this situation. I believe it's only fair that they rectify the situation, considering their significant role in my current predicament.I am hopeful that my complaint to your offices will prompt a more favorable response and a genuine effort from Village West to correct this unfortunate situation.Thank you for your time and consideration.

• Initial Complaint

  Date:08/09/2023

  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.

  I do not travel ever and do not utilize this timeshare I own through Village West. I've looked into selling, but was unable to have success there. I did try to use the rental program but was told they have never been able to rent it out during the time of year my timeshare week is for. Since my husband passed, my financial situation has changed drastically as well. I reached out to Village West to get some help with my situation. To my surprise, I was told that I should upgrade my week so that maybe I would have a better chance at getting it sold. I absolutely cannot pay more money for something I dont want. Even if I did upgrade, there is no guarantee that my timeshare would sell. I find it ridiculous that this was the only suggestion they had for me.

• Initial Complaint

  Date:05/30/2023

  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.

  We are writing to express my dissatisfaction and frustration with the timeshare experience that my partner and I have had with your company. We were initially invited to join the Sunrise Cove family and were offered a free weekend at Village West, with the only requirement being that we attend a presentation on the benefits of owning a timeshare with no obligation to buy. During the presentation, we were informed about the opportunity to vacation worldwide at eligible RCI locations by trading and banking our weekends. Additionally, we were told that this timeshare would be an heirloom that we could pass down to our children and an investment in our future. While we were informed of maintenance fees, the yearly increases were not mentioned. The sales pitch heavily focused on the significant discount being offered. We were told this was a once-in-a-lifetime opportunity, and they kept lowering the cost. We were assured that if we made this purchase, the booking process would be easy and hassle-free. Unfortunately, our experience has been far from the picture painted during the sales presentation. We discovered that RCI does not have any locations in *******, a city we frequently visit. We have faced difficulties in finding available dates that align with our desired vacation plans. At this point, we have not been able to use our timeshare even once. We have been throwing money away at this company and have received nothing from this contract. We deserve to have a way of this contact immediately due to our experience with this company. We will not be passing this financial burden down to our children. Have someone reach out to us with our termination options.

• Initial Complaint

  Date:02/10/2023

  Type:Order 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.

  I have been left with no choice but to submit this complaint. I have been trying to address my concerns and work with this company to end my account with them. I need to move forward with separating from this timeshare for many different reasons. I have had issues with getting responses from this company. The responses I have received have dismissed my concerns and situation. I have basically been told to get over it and deal with my current circumstances. I can no longer use the timeshare or keep up with the rising payments to this company. I need someone to reach out to me and address my concerns, so we come to a mutual agreement.

  Business Response

  Date: 03/13/2023

  I am writing in response to File #******** ********************************************. This property purchased is a timeshare located in ***********, **** in which ***************************** signed a purchase agreement on October 18, **** for the Unit labeled 509/Week 9. This timeshare is a DEEDED piece of property, NOT a contract that can be canceled.  
   
  Our resort does not offer a re-sale however we do give assistance on helping them try to sell it.  This week is an off-season week and is more difficult to re-sell..  If you have any questions, please give me a call at the number below and I would be glad to help you. 
   
  I have been at the resort for 28 years and spend my days trying to help our Owner base, so I would gladly try help them if they would like.  We are a smaller resort and are unable to take units back at this time and I sincerely apologize that we are unable to take their unit back.
   
  
  
  *****************************
  Village West Resort and Hotel
  ************************************************************
  ********************