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:09/18/2025

  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 have made multiple attempts to reach out to ResortCom directly but have not received any reply. I am now reaching out here in the hope that they will communicate with me and work toward a fair and agreeable resolution. Since upgrading my membership in 2005, I have only been able to utilize it on a handful of occasions. At the time of purchase, I felt pressured to buy and was informed that no units were available in ****. I was nonetheless assured that purchasing at another location would provide me flexibility and allow me to access other destinations when needed; this has not been the case. The membership was described to me as flexible and exclusive, but it has failed to deliver on its promises. I feel I was misled during the sales process, and my experience has been more akin to a bait-and-switch situation.I have faced considerable challenges in securing clear information and support, resulting in hours of uncertainty and stress while making my way to hotels. This lack of assistance has left me feeling unsafe and uncomfortable, detracting from the enjoyment these trips are meant to provide. On top of the logistical and service-related difficulties, the financial burden of maintaining this membership has become unsustainable for me. The ongoing fees are a significant strain, particularly as I rely on a limited retirement income. The membership has failed to deliver the expected benefits, instead creating stress and discomfort that far outweigh any value it might have provided. I request that ResortCom allow me to return this membership and recover at least some of the money I invested.

  Business Response

  Date: 09/24/2025

  To Whom It May Concern,

  
  We appreciate the opportunity to respond to the complaint submitted regarding the membership. We sincerely regret that the consumer feels their experience has not met expectations, and we understand the concerns expressed about availability, usage, and the financial obligations related to the program.
  
  It is important to clarify that, according to the Vacation Membership Agreement signed at the time of purchase, all reservations are subject to availability. While the membership was presented as providing flexibility across destinations, accommodations depend on inventory and the booking policies outlined in the agreement.
  
  We recognize that the consumer has expressed concerns regarding financial hardship. However, the contracts signed at the time of purchase remain valid and binding. Refunds of amounts paid are not possible.
  
  That being said, in the interest of providing an amicable resolution, the company is willing to extend the option of a voluntary surrender of the membership. This process would release the consumer from any future financial obligations associated with the membership, though it does not include reimbursement of amounts already paid.
  
  We believe this resolution offers a fair and conciliatory outcome under the circumstances. Should the consumer wish to proceed, we would be happy to provide the necessary documentation to finalize the voluntary surrender.
  
  Thank you for allowing us the opportunity to clarify and respond.
  
  
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

  Customer Answer

  Date: 09/25/2025

   
  Complaint: 23901558
  
  I am rejecting this response because: BBB/*****, 
  
  
  I appreciate the company's willingness to work with me toward an amicable resolution, and I would agree that a voluntary surrender would offer a fair outcome given my circumstances. I would like to proceed and request that the necessary documentation be sent over to me for review. I appreciate your time and assistance in this matter. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 09/26/2025

  Greetings,
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

• Initial Complaint

  Date:08/27/2025

  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 am writing to share my nightmare of an experience with this company .ResortCom, which manages my timeshare ownership with ***. We entered into this timeshare agreement under high-pressure tactics, being kept for hours, leaving us exhausted and feeling forced to make an immediate decision.The reality of the timeshare has not matched the promises made during the presentation. For instance, I was denied usage in 2021 despite paying fees and making a reservation through ***, as *** failed to verify the deposit to my *** account. I spent three months trying to resolve this issue, only to be met with constant busy signals when calling UVC.on multiple occasions , we were told our unit was not ready, causing significant stress for us. We were already fatigued from travel and needed to rest. When we finally accessed a unit , we encountered broken appliances, non-working air conditioning, and dirty rooms and linens, forcing us to move units twice, adding to our distress. This timeshare has become a financial burden, especially as I now care for a disabled child and face my own medical challenges, making travel increasingly difficult. The unit is too small for my family, and my family has no interest in traveling to ******, particularly given my disabled daughters medical and financial limitations with travel. Despite reaching out to the company numerous times, my valid complaints have been ignored. I am demanding that the ********* company take responsibility for these issues and cancel my contract immediately, as I deserve to be free from this financial and emotional strain.

  Business Response

  Date: 09/02/2025

  Greetings,
  
  We acknowledge receipt of the members complaint and sincerely regret the difficulties they have experienced regarding their vacation membership. It is never our intention for our members to feel dissatisfied or burdened by their ownership.
  While the contract signed with the member clearly establishes a financial obligation for the loan and maintenance fees until the end of the membership term, we understand the extenuating personal and medical circumstances described in this case.
  As a gesture of goodwill, and in order to bring closure to this situation, the Club is willing to offer the following resolution:
  
  Voluntary Resignation, the consumer may execute a voluntary resignation of their membership, which will release them from all future obligations related to the contract.
  This option will formally close the membership without further financial responsibility going forward.
  We hope this resolution will provide relief to the member and conclude the matter in good faith
  
  Best regards!
  
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** **************************

  Customer Answer

  Date: 09/09/2025

  I am reaching out to follow upon the BBB complaint that was recently filed. In the complaint, I was told your company was giving me a potion for voluntary termination . I am ready to proceed with this offer. Can you please have someone reach out to me via email with details regarding the next steps in this process. 
  

  Thank you, **** *******

  #**-1502

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23804666
  
  I am rejecting this response because:
  

  I am reaching out to follow upon the BBB complaint that was recently filed. In the complaint, I was told your company was giving me a potion for voluntary termination . I am ready to proceed with this offer. Can you please have someone reach out to me via email with details regarding the next steps in this process. 
  

  Thank you, **** *******

  #**-1502

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

  Business Response

  Date: 09/10/2025

  Greetings,
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

  Business Response

  Date: 09/10/2025

  Greetings,

  Please disregard the previous attachment. Please see updated Voluntary Surrender forms attached showing fee being waived. Thank you

• Initial Complaint

  Date:08/27/2025

  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.

  Business: ResortCom International, LLC Complaint Type: Misleading Sales Practices / Timeshare Purchase On April 15, 2025, at **************** in ***************, my family and I were pressured into purchasing a timeshare after a long high-pressure sales presentation.The sales agent, ****** *., assured us that our points would allow us to use Interval International (************) for luxury hotel exchanges. He specifically promised we could take our dream vacation in ********* using points. This was the main reason we purchased.I am attaching screenshots of text conversations with ****** *., where he implied our points would be enough for a week at resorts like the **********************. He confirmed point requirements and agreed such a stay would otherwise cost $15,000+ in cash reinforcing his claim of high point value.When we finally accessed Interval in June 2025, we discovered this was untrue. Our points are nowhere near enough for ********* or similar properties. Most available resorts are much lower quality than we typically book. We also learned Interval requires annual fees (not disclosed) and the unlimited Interval getaway packages promised do not exist.Impact:We have already paid $12,583 toward the loan, causing serious financial stress. We are locked into debt for a product that cannot deliver the promised benefits. We trusted the agents assurances and written messages, but they were false and deceptive. The result has been stress, disappointment, and inability to use the timeshare as represented.Resolution Sought:I request a refund of $12,583, the amount already paid. Given the misrepresentations, supported by written evidence, this refund is fair and justified. I also ask BBB to hold ResortCom accountable so other consumers are not subjected to these tactics

  Business Response

  Date: 09/05/2025

  Greetings,

  We appreciate the opportunity to respond to the complaint regarding the purchase of a timeshare at ****************, ***************,******, on April 15, 2025.
  
  It is important to clarify that ResortCom International, LLC acts solely as the administrator of accounts.
  Regarding the statements about Interval International, we reiterate that exchange benefits are managed independently by Interval International (************). Neither ResortCom nor the Club guarantees availability at specific properties such as **********************, as all reservations, fees, and point requirements are subject to Interval Internationals own offerings, regulations, and availability at the time of booking. This condition is clearly states in the purchase agreement signed by the customer.
  
  The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed. The company has no complaints at all from the consumer about these allegations made. At no time was the consumer held against their will and they were not forced to sign anything. They purchased the membership around April *******, then went through an account activation process and confirmed the purchase which occurred weeks later on or around April 23, 2025.
  
  The contractual obligation will stand; customer should remit any outstanding payments and continue to pay as contracted.
  
  
  Regards!
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23802378
  
  I am rejecting this response because:

  
  Dear Ms. ******* ******,
  Thank you for your response dated 09/05/2025. While I acknowledge ResortComs position, I must respectfully disagree with your characterization of this matter.
  My complaint is not simply about availability through Interval International. The issue is that your sales agent, ****** *., made specific and documented misrepresentations at the time of sale. Most critically, I was told that ***** points would be sufficient to secure a three-day stay at a 5-star hotel through Interval International, with specific examples such as the Four Seasons Bora Bora. This was not sales puffery it was reinforced in text messages where the agent confirmed point requirements and emphasized the high cash value of such stays (over $15,000).
  This assurance was the central inducement for my familys purchase. When I attempted to use Interval in June 2025, I discovered this representation was false. My points are nowhere near sufficient for the properties represented.
  In addition, the sales presentation emphasized the Interval International exchange program as a core benefit of ownership. I was led to believe that our membership would allow us to travel anywhere to use our points flexibly across a broad range of luxury resorts worldwide, not just within one property chain. This was presented as a reliable, essential benefit of ownership and was key to my decision to sign. The reality, however, is far different: point requirements are far higher than represented, availability is restricted, and additional fees apply. By presenting the exchange program as a simple and guaranteed gateway to worldwide luxury travel, ResortCom engaged in material misrepresentation.
  Finally, I was told our package included unlimited Interval Getaway packages and that there would be no extra fees. In reality, ******** requires annual membership fees, and Getaways are fee-based, availability-restricted offers, not unlimited benefits. These misrepresentations compounded the false impression that ownership was a flexible, high-value travel product.
  Your reliance on the written contract does not cure these issues. Fraudulent inducement, misrepresentation, and deceptive practices render a contract voidable, regardless of disclaimers in the fine print. ResortCom cannot shield itself by pointing to Interval International or claiming it is just the administrator when your sales representatives used Interval as a central inducement to obtain my signature. 

  Previous ********************start="3257" data-end="3260"> For the record, please note that on September 3, 2025, I sent certified letters to both ResortCom International, LLC and Constructora **************************** de C.V. (the lender affiliated with my loan) outlining these same misrepresentations and formally demanding rescission and refund. Both entities are therefore on notice of my claims and the supporting documentation.

  Representative *****************start="3783" data-end="3786"> As outlined in my certified mail of September 3, 2025, I also spoke with a ResortCom representative who reiterated the companys position that the written contract controls, irrespective of what the sales agent represented. This only underscores my concern: ResortCom is refusing to acknowledge documented misrepresentations including written messages from your own sales agent and is attempting to dismiss them by hiding behind contract language. That position is not acceptable, as fraudulent inducement voids the contract regardless of its terms.
  
  DEMAND FOR RESOLUTION
  I maintain my demand for:
  Immediate rescission of the timeshare contract.
  A refund of the $12,583 already paid.
  Written confirmation that no further financial or credit obligations will result from this misrepresented transaction.
  If ResortCom refuses to resolve this matter, I will escalate by filing complaints with the ******************************, the ************************************ (****), and pursue all available legal remedies.
  I request a written response within 15 days.
  
  Sincerely,
  
  Osa ******

  Business Response

  Date: 09/18/2025

  To whom it may concern, 
  
  We appreciate the opportunity to respond to the complaint regarding the membership purchase with ************
  First, please note that the consumer completed and signed the Vacation Membership Purchase Agreement and Lodging Rights, which clearly establish the terms of membership. According to our records, as part of the standard process, the consumer also participated in a welcome activation call,during which the purchase was reviewed, and the consumer confirmed their understanding and agreement. This activation process is designed precisely to validate and ensure that the buyer fully acknowledges and accepts the purchase terms.
  
  Furthermore, the membership agreement expressly states that Interval International is an independent third party exchange company. *********** and ResortCom have no jurisdiction, responsibility, or control over Interval Internationals fees, policies, or availability. All services provided by Interval International are governed exclusively by that company, and the membership agreement makes this distinction clear.
  
  For these reasons, we must respectfully reiterate that the written contract controls and remains valid. The consumers request for rescission and refund cannot be granted, as the purchase was validly executed,acknowledged, and confirmed.
  
  We trust this clarifies our position, and we appreciate the BBBs attention to this matter.
  
  Best regards!
  
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** **************************

  Customer Answer

  Date: 09/18/2025

  Dear Better Business Bureau,
  I respectfully request that my complaint (#********) against ResortCom International, LLC be reopened, as the companys response did not address the central issues raised and my concerns remain unresolved.
  Core Misrepresentation
  My complaint is not about general availability through Interval International, as ResortCom characterized it. The issue is documented misrepresentation by ResortComs sales agent, ****** *., during a high-pressure presentation on April 15, 2025, at **************** in ***************. I was toldand later had confirmed via text messagesthat ***** points would be sufficient to secure a three-day stay at a 5-star property through Interval International, with examples such as the Four Seasons Bora Bora. This assurance was the central inducement for my purchase.
  When I attempted to use Interval in June 2025, I learned this representation was false: my points are wholly insufficient for such properties.
  Additional Misrepresentations
  I was also told that my package included unlimited Interval Getaway packages with no extra fees. In reality, ******** requires annual membership fees and Getaways are fee-based and availability-restricted, not unlimited as represented.
  These were not minor misunderstandings or sales puffery. They were specific, material misrepresentations that induced me and my family to enter into a contract and loan obligation.
  Why Closure Was Premature
  ResortComs response ignores these facts and instead relies solely on the written contract. However, fraudulent inducement voids a contract regardless of disclaimers. Simply pointing to the contract or claiming to be just the administrator does not cure or excuse documented misrepresentation by their own sales agent.
  On September 3, 2025, I sent certified letters to both ResortCom and the affiliated lender, Constructora Los ***** del Cabo S.A. de C.V., outlining these claims and demanding rescission and refund. Both entities are formally on notice.
  Request
  For these reasons, I ask the BBB to reopen my complaint so ResortCom can be held accountable and required to provide a meaningful response to the misrepresentations documented in my original complaint and supporting evidence.
  Thank you for your continued assistance.

  Business Response

  Date: 09/24/2025

  Greetings,

  We appreciate the opportunity to respond to this complaint.While we understand the consumers concerns, it is important to clarify the following:
  
  The Vacation Membership Purchase Agreement was signed voluntarily by the member in the presence of an official verifier. At the time of purchase, the member received a complete copy of the agreement and had sufficient time to review all terms and ask any questions directly to the verifier, including those related to Interval International.
  
  A few days after the signing, the member received an activation call, which serves precisely to confirm that the member has no further questions and agrees to the terms and conditions of the purchase.
  
  As stated in the contract, Interval International is an independent company.Members do have access to unlimited Getaway packages through ********; however,as an independent entity, *********** has no jurisdiction over Intervals pricing or fees. ResortCom and *********** cannot modify or guarantee Intervals independent policies.
  The cancellation clause in the signed agreement is clear regarding the rescission period. Once this statutory period has passed, the agreement remains fully valid and binding.
  
  The company must respectfully decline the request for cancellation, we remain committed to honoring our obligations under the signed contract and to providing our members with quality vacation experiences.
  
  Regards!
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

• Initial Complaint

  Date:08/25/2025

  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.

  For months, Ive been trying to cancel my timeshare, but I keep getting the runaround. I first spoke with *******, who stopped responding, then ******, but we kept missing each other. When I finally reached him, he gave me a loan department number, but they had no idea what I was talking about. ****** services couldnt help either. Ive sent emails since December with no ***ly. Back in September, I got something about a voluntary surrender, but no one followed up. ******* eventually told me she only handles reservations and payments, giving me more numbers to call. After 29 minutes off and on hold with a *** called ******, he refused to transfer me to anyone who could help. I ended the call in tears.What should be simple has turned into nearly a year of frustration. After retiring and losing my husband, I was encouraged to buy a timeshare, believing it was a safe way to travel as a single woman. I was promised I could earn rental income, sell it if needed, and recoup my investment. I later realized these were high-pressure sales tactics filled with misleading claims. Maintenance fees kept increasing, and when I tried to get help selling it, I was told they dont handle that despite being promised otherwise during the sale. The agent even gave me his personal number but never returned my calls. As a retired teacher on a fixed income, this has strained my finances enormously. I had hoped to use it for family trips,like taking my kids to the beach, but Ive never even used it. All my extra funds have gone toward this financial burden I was pressured into and cant escape. I feel scammed and let down, and this deception heavily influenced my decision to sign up. This experience has left me financially restricted, and I believe the company needs to be held accountable and return my money and follow up on the surrender they emailed me about last September!

  Business Response

  Date: 08/26/2025

  Greetings,

  Voluntary Surrender document  was sent to the members back in August last year. However, there are no records that she completed and submitted the documents back,  in order for us to proceed with the cancellation. It has been a year and unfortunately her maintenance fee is now delinquent and needed to be paid before we can proceed.  She called 4 days ago and hanged up after she was advised of her cancellation status. Thank you

  Customer Answer

  Date: 09/02/2025

  I have been more than patient, but your complete lack of response and negligence over the past
  year is unacceptable. I first emailed ***************************************** on October 15, 2024,
  requesting that the cancellation documents be resent because they disappeared from my inbox.
  I received no response. I followed up again on December 28, 2025, and once more on February
  17, 2025, with absolutely no reply. Your failure to respond to multiple requests is appalling, and I
  can forward the emails as proof of this blatant disregard for your customers.
  Ive been trying to resolve this issue, only to be passed around with no resolution. After playing
  phone tag with ****************************** since MARCH, I finally reached her in JULY
  2025 (FOUR MONTHS LATER), only to be told she doesnt handle cancellations and that I
  needed to call ResortCom. She gave me a number that didnt even work! I was transferred
  multiple times and left on hold, finally ending up with someone named ****** who refused to
  help or escalate my issue. That call left me in tears.
  Your companys utter failure to respond to my repeated requests for the cancellation documents
  you already sent me is completely unacceptable. I didnt pay because I was waiting for you to
  resend the documents because you already agreed to cancel my timeshare, which Ive been
  asking for consistently for over a year. I have a complete paper trail proving your negligence and
  lack of accountability.
  This situation has caused me undue stress and frustration, and it needs to end now! I demand
  that you resend the cancellation documents immediately. This ends hereI will not pay you
  another cent. Your lack of response and complete disregard for your customers is disgraceful,
  and I will no longer tolerate being treated this way. RESEND THE DOCUMENTS NOW
  THROUGH HERE THE BBB IF YOU MUST!

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23785346
  
  I am rejecting this response because:

  I have been more than patient, but your complete lack of response and negligence over the past
  year is unacceptable. I first emailed ***************************************** on October 15, 2024,
  requesting that the cancellation documents be resent because they disappeared from my inbox.
  I received no response. I followed up again on December 28, 2025, and once more on February
  17, 2025, with absolutely no reply. Your failure to respond to multiple requests is appalling, and I
  can forward the emails as proof of this blatant disregard for your customers.
  Ive been trying to resolve this issue, only to be passed around with no resolution. After playing
  phone tag with ****************************** since MARCH, I finally reached her in JULY
  2025 (FOUR MONTHS LATER), only to be told she doesnt handle cancellations and that I
  needed to call ResortCom. She gave me a number that didnt even work! I was transferred
  multiple times and left on hold, finally ending up with someone named ****** who refused to
  help or escalate my issue. That call left me in tears.
  Your companys utter failure to respond to my repeated requests for the cancellation documents
  you already sent me is completely unacceptable. I didnt pay because I was waiting for you to
  resend the documents because you already agreed to cancel my timeshare, which Ive been
  asking for consistently for over a year. I have a complete paper trail proving your negligence and
  lack of accountability.
  This situation has caused me undue stress and frustration, and it needs to end now! I demand
  that you resend the cancellation documents immediately. This ends hereI will not pay you
  another cent. Your lack of response and complete disregard for your customers is disgraceful,
  and I will no longer tolerate being treated this way. RESEND THE DOCUMENTS NOW
  THROUGH HERE THE BBB IF YOU MUST!

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

  Business Response

  Date: 09/11/2025

  Greetings,
  
  As a gesture of goodwill and in order to bring this matter to a resolution, the Company is offering the customer the option to proceed with a Voluntary Surrender of their membership. In addition, we will waive the outstanding maintenance fee balance associated with the account.
  
  Please note that per the terms of the signed agreement, we are not in a position to issue a refund of any amounts already paid. However,by accepting this Voluntary Surrender, the customer will no longer have any financial obligations related to their membership moving forward.
  
  We kindly request that the Better Business Bureau close this case as resolved in light of the solution being extended.
  
  Best regards!
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** **************************

  Business Response

  Date: 09/11/2025

  As a gesture of goodwill and in order to bring this matter to a resolution, the Company is offering the customer the option to proceed with a Voluntary Surrender of their membership. In addition, we will waive the outstanding maintenance fee balance associated with the account.
  
  Please note that per the terms of the signed agreement, we are not in a position to issue a refund of any amounts already paid. However,by accepting this Voluntary Surrender, the customer will no longer have any financial obligations related to their membership moving forward.
  
  We kindly request that the Better Business Bureau close this case as resolved in light of the solution being extended.
  
  Best regards!
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************
  

  Business Response

  Date: 09/11/2025

  Please see Voluntary Surrender forms (fees waived) attached. Thank you

• Initial Complaint

  Date:08/19/2025

  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.

  We are filing a complaint against Grand Solmar for deceptive business practices and failure to cancel our timeshare. We were misled during the sales process, as they implied frequent upgrades would be necessary, creating fear of additional financial pressure. This fear discouraged us from using the timeshare, and weve left it unused.Despite our dissatisfaction, Grand Solmar has failed to provide a clear cancellation process. The yearly fees are far more expensive than regular vacations, adding unnecessary financial strain. We feel trapped in a contract that no longer serves us, and their promises of value and flexibility have gone unfulfilled.We request immediate cancellation of our timeshare, a refund of the money paid, and assurance that we will no longer receive calls or solicitations. Grand Solmar has caused us significant stress and financial hardship, and we hope this matter can be resolved fairly.

  Business Response

  Date: 08/21/2025

  Greetings,

  We will be sending an updated Voluntary Surrender Documents for members to complete and submit reflecting fees being waived. Thank you  

  Business Response

  Date: 08/21/2025

  Please see attached. Thank you

• Initial Complaint

  Date:08/18/2025

  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.

  We have had a terrible experience with Resort Comms services. From the start, we were misled during the sales presentation. Promises were made about free excursions for attending a session that stretched to nearly two hours. They pressured us to sign up immediately, claiming the price would go up if we waited. We were told we could travel worldwide for a fee and were given what were called "free" weeks to use, but we were never told how any of it ********* one mentioned that those free weeks would expire, and unfortunately, some already have. We also werent made aware of the annual maintenance fees or how much they would cost. It was painted as a simple and flexible process, giving us access to various destinations and even the ability to rent. None of that has been true.Weve had no success using the services or getting the benefits we were promised. This has only added financial stress, as were constantly paying for something that isnt delivering any value. Its frustrating and feels like weve been taken advantage of.On top of that, Resort Comm has completely ignored our efforts to contact them. At this point, we feel stuck and are left with no other option but to take steps like filing this complaint.We want the BBBs help to hold Resort Comm accountable. Whether its canceling our contract or refunding us for the lack of use and value, we need a resolution. Thank you for your time and attention.

  Business Response

  Date: 08/21/2025

  Greetings

  Regarding the complaint submitted by **** ******** and ****** **** with account ********* on ********************, we would like to provide the following information as part of our response:
  
  ********************** has made multiple attempts to contact the members to provide guidance and support regarding their vacation membership. These attempts included emails and phone calls, offering assistance with any questions and providing information on the process for membership cancellation without success.
  To proceed with the membership cancellation process, the members are encouraged to directly contact ****************************** via email: ********************************************** or **************.
  
  Thank you for your attention to this matter. We appreciate the support in facilitating communication and resolution.
  
  
  In ************* & Resorts Its a pleasure to assist you!

   

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23762174
  
  I am rejecting this response because:

  Were not satisfied with the response from ************* & Resorts. Weve felt nothing but a lack of clarity and genuine resolution. We were pressured into this timeshare without fully understanding the financial side of things, and it has left us feeling taken advantage of. We would like them to respond here first before committing to a phone call. 
  On top of that, weve dealt with ongoing stress because we havent been able to use the timeshare as expected. There were also no clear instructions given to us about how to manage or fully use this membership, which has only added to our list of problems with the membership. 
  Were asking that the business continue this conversation here, through the BBB, to keep things clear and above board. If they can confirm through this platform that an exit option is available to us, were open to taking the next steps. Until then, we wont be making any direct contact.
  Thank you for helping ensure this process stays fair and straightforward.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 08/25/2025

  Greetings,

  This is to confirm that the account has been successfully cancelled and has been removed from all collection activities.

  
  Thank you.

  
  Best regards,

  ***** *****

  Customer Answer

  Date: 08/26/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/18/2025

  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 are filing a complaint against Tafer Resort/ResortCom for deceptive business practices and refusal to cancel our timeshare despite grievances of deception and financial hardship. We were lured into a presentation with promises of free excursions, told it would take a few hours, but it lasted all day. Exhausted and pressured, we were subjected to aggressive sales tactics. We repeatedly expressed concerns, stating the resort was too far, my work schedule wouldnt allow frequent travel, flights were too expensive, and the timeshare would cause financial hardship and debt we couldnt afford. Despite these objections, we were pressured into signing. Attempts to cancel the timeshare, citing the deceptive practices and financial strain, have been ignored. We demand immediate cancellation of the agreement. Tafer Resort/ResortComs actions are unethical, and they must be held accountable for exploiting consumers.

  Business Response

  Date: 08/27/2025

  Greetings,

  We have reached out in order to resolve this matter. The consumer has a clear contractual obligation under the terms and conditions of the agreement they voluntarily executed. The company has not received any prior complaints from the consumer regarding the allegations now being made.
  At no time was the consumer held against their will, nor were they forced to sign any documentation. The consumer purchased the membership on or about March 22, 2024, and subsequently completed an account activation process, where they reaffirmed and confirmed their purchase on or around April 10, 2024.
  The contractual obligation remains valid and enforceable;the consumer must remit any outstanding payments and continue making timely payments as contracted.
  
  Best regards!
  
  
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

   

• Initial Complaint

  Date:08/07/2025

  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.

  We have an ongoing dispute with The Willowbrook by *********************. Despite numerous attempts to seek assistance, including reaching out to ResortCom, our concerns have been ignored. The lack of assistance has exacerbated our frustration and dissatisfaction. Since the time of purchase, the product has consistently failed to meet the promises made to us, including fabricated assurances of financial benefits and availability that significantly influenced our decision to invest. These unmet promises have left us feeling deceived and misled. We ask that they either accept the return of this timeshare or provide a fair, actionable solution that allows us to relinquish this burden without further financial or emotional strain. This predicament has caused significant stress, and letting it persist is simply unacceptable. We respectfully insist that a manager thoroughly review our situation and provide an actionable plan to bring this matter to a close.

  Business Response

  Date: 08/07/2025

  Greetings,

  Please provide us your account or contract number so we can further assist you with the BBB complaint. Thank you

• Initial Complaint

  Date:07/30/2025

  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.

  This company promised me to sell my timeshare in 6 months to one year. I paid them 2000 dollars for the service. I do call for updates on my timeshare then they put me on hold and nobody answers the phone. I do keep calling them with no answer.

  Business Response

  Date: 07/31/2025

  Greetings,

  Kindly provide us your account # or contract # as we are unable to locate your file with the information given. Thank you 

   

   

   

  Customer Answer

  Date: 07/31/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/28/2025

  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 are contacting the Better Business Bureau for assistance contacting *************,also known as **************** regarding our timeshare ownership. Despite our efforts to resolve ongoing issues directly with the company, we have been unable to make meaningful progress. The sales process was highly pressured and misleading. During a 6-7 hour presentation, we were served champagne and coerced into purchasing under the guise of a "today only" offer. We were told this was a valuable investment, allowing us to travel freely, but the reality has been drastically different. The financial strain has become unmanageable. As retirees on a fixed income, the ongoing payments, rising maintenance fees,and additional charges of $850-$1000 per use have created a significant burden. These escalating costs make ownership unfeasible. Additionally, due to physical limitations, future travel is becoming increasingly difficult, further emphasizing the unsuitability of this membership.We are especially frustrated by the financial changes tied to the so-called upgrade of our membership. Our Cancun membership was very close to being fully paid off, yet the loan was consolidated during the upgrade without our full understanding or explicit consent. Had we been fully informed, we would not have agreed to this arrangement. We seek the BBBs assistance in contacting ************* to address these issues. Specifically, we request the termination of our ***** contract and a refund of the $8231.00 down payment that we made.We ask that those funds be applied toward our membership maintenance fees for our ***************/Preferred Access Membership, which we wish to retain. We have continued our payments in good faith and hope to come to an amicable resolution. We hope the BBB can help facilitate communication with Tafer Resorts and assist in resolving this matter. Please feel free to contact us if you need further information.

  Business Response

  Date: 08/26/2025

  Greetings,

  Please be advised that this account is under review. We will send you of any new information gathered. Thank you

  Business Response

  Date: 08/27/2025

  Greetings, 

  Attached you will find the response letter for this BBB complaint along with the Voluntary Surrender documents that members need to complete and mail back to our office for cancellation process on account *******. Thank you.  
  
  
  
  
  
  ****** *. ******************************** Manager
  ***************
  PH ****************************
  Whats App *******************
  ****************************************************      
  **************************
  Cancn, ********************, Mxico.