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: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:07/17/2025

  Type:Sales and Advertising 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.

  am filing a formal complaint regarding the deceptive practices and ongoing financial strain caused by *************. During our stay, my ex-wife and I were enticed to attend a lengthy sales presentation in exchange for vouchers and incentives, including massages and snorkeling. We were plied with alcoholic drinks, pressured with persistent sales tactics, and assured of benefits, such as easy vacation booking, transferable ownership to our daughter, and accessibility across multiple resorts, which have proven misleading and untrue. Key details about rising maintenance fees, limited travel availability, and the cumbersome booking process were not disclosed. Since purchasing the timeshare, unforeseen circumstances, including a divorce, financial strain, and family tragedies, have made it impossible to use the timeshare effectively. Additionally, I moved from ********** to *******, further complicating travel logistics. Booking vacations has been difficult, often marred by subpar experiences, like room issues and unexpected disruptions. Given these challenges and the financial burden, I am requesting to be released from all further obligations with *************.

  Business Response

  Date: 07/22/2025

  Greetings,

  Please be advised that a letter was sent to the members that requires their signature for cancellation purposes- no refund and to agree to remove BBB complaint filed. We are awaiting for member's signature and response. Thank you 

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  Please remove the BBB complaints about the business, this has been resolved.
  
  Sincerely,
  
  ***** ********-******

• Initial Complaint

  Date:07/14/2025

  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 have been a member of the villa group (serviced by resortcom) for four years now. It has certainly been an "interesting" ride, with pushy salespeople, overpromises and underdeliverments at every turn. On one of our last trips we reserved a 2BR Oceanfront suite, where the beautiful whirlpool tub had a drain stopper that didn't work. After a few days of me badgering our elite concierge, they finally fixed it, with one day remaining on our reservation.This last one is a doozy for me though. I reserved a 4br penthouse, with an incredible terrace including private jacuzzi, grill and tons of outdoor seating for my 40th birthday this year. Got seven of my friends excited to come, several of whom I haven't seen in years. Was informed (via a ******** post by a group I'm in) that VDP cabo would be closing for emergency renovations during the time of my party, and that all reservations would be moved to another resort in the ***********. I stayed cool, and waited for the call from ResortCom. When it finally came in several days later, I was informed that I would be receiving 2 2br normal units at ********, but not to worry, I wouldn't be charged any extra for points (the point value of the new units is lower than I already paid). When I said this was unacceptable, they waited a few more days to tell me that my new reservation would be for 2 2br normal units at ***********When I expressed my frustration, I was informed that there just were no other units available. When I asked what compensation they planned to provide for substituting an inferior room when I had entered into a contract exchanging my points for that room, they replied that there would be none.I have paid hundreds of thousands of dollars for elite residence status, and cannot believe how poorly I am being treated. I would accept a prorated refund of my original paid value on my 50 year contract since resortcom cannot deliver the unit I reserved, and I have no confidence they will in the future

  Business Response

  Date: 07/17/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, please note that member has been contacted and he is in agreement with the accommodations that were proposed.
  
  Best Regards,
  
  
  ******* Ivette **** ********
  Member Services Director
  PH 011 52 624 145700 | EXT 653
  TOLL FREE ****************
  ******************************************************

• Initial Complaint

  Date:07/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing a formal complaint against ************* regarding a distressing timeshare experience. During a presentation, we were offered enticing incentives such as a free tour to the islands, a tequila tasting tour, and complimentary bottles of tequila. However, we were subjected to high-pressure sales tactics, including being misled about the nature of the offer. The sales team falsely claimed that the deal was for room rentals, but it turned out to be a timeshare purchase, and they insisted that we had to sign immediately without allowing time to read the paperwork carefully. The meeting was excessively long and coercive, leaving us feeling pressured and overwhelmed. Since then, we have been unable to use the timeshare, and it has been a source of immense financial and emotional stress as we are now stuck with payments we can no longer afford. We request to be released from this timeshare agreement and have all our money refunded due to the deceptive sales practices and the unbearable burden this has placed on us

  Business Response

  Date: 07/07/2025

  Greetings,

  We have reached out in order to resolve this complaint. 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.
  We would like to clarify that following the purchase, ******** received a welcome call, also known as an activation call, during which the details of the membership and agreement were reviewed in full. This call serves as a compliance step to ensure that all purchasers clearly understand the nature of their membership, including its terms, benefits, and financial obligations.
  
  Additionally, the signed agreement explicitly outlines that the purchase pertains to a vacation membership providing lodging services, and not to room rentals or any form of investment or income-generating arrangement.These terms were clearly presented in the contract, which Ms. ***** signed voluntarily.
  
  The contractual obligation will stand. Customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  Kinds regards!
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

  Business Response

  Date: 07/07/2025

  Greetings,

  We have reached out in order to resolve this complaint. 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.
  We would like to clarify that following the purchase, ******** received a welcome call, also known as an activation call, during which the details of the membership and agreement were reviewed in full. This call serves as a compliance step to ensure that all purchasers clearly understand the nature of their membership, including its terms, benefits, and financial obligations.
  
  Additionally, the signed agreement explicitly outlines that the purchase pertains to a vacation membership providing lodging services, and not to room rentals or any form of investment or income-generating arrangement.These terms were clearly presented in the contract, which Ms. ***** signed voluntarily.
  
  The contractual obligation will stand. Customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  Kinds regards!
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

  Customer Answer

  Date: 07/08/2025

  We respectfully disagree with the companys response and would like to emphasize that the issues we have experienced with this timeshare occurred after the purchase, rendering the Welcome Call and the information reviewed during that call irrelevant to the core of our concerns.
  
  
  While the Welcome Call may have been conducted as a compliance step, it does not address the misleading and high-pressure tactics used during the sales process. We were subjected to an extremely stressful and prolonged sales meeting, during which we were pressured by multiple salespeople to sign the agreement without being given adequate time to review the paperwork. We were misled about the nature of the membership, including false promises about room rentals and other benefits that were never delivered. These tactics left us feeling coerced into signing a contract we did not fully understand at the time.
  
  
  The issues we are raising stem from the companys failure to honor the promises made during the sales presentation. For example, the benefits we were told we would receive, such as free tours and other perks, were either subpar or nonexistent. Additionally, the membership has proven to be unusable due to the misrepresentation of its value and terms. These problems only became apparent after the purchase, which clearly demonstrates that the company did not deliver on what was promised.
  
  
  We have made every effort to address these concerns, but the companys insistence on enforcing the contract without acknowledging the deceptive practices that led to its execution is unacceptable. We believe the company has failed to act in good faith and has not upheld the terms as they were presented to us during the sales process.
  
  
  We respectfully request that the company reconsider its position and work with us to resolve this matter fairly, taking into account the post-purchase issues and the misleading circumstances under which the contract was signed.
  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23542017
  
  I am rejecting this response because:

  We respectfully disagree with the companys response and would like to emphasize that the issues we have experienced with this timeshare occurred after the purchase, rendering the Welcome Call and the information reviewed during that call irrelevant to the core of our concerns.
  
  
  While the Welcome Call may have been conducted as a compliance step, it does not address the misleading and high-pressure tactics used during the sales process. We were subjected to an extremely stressful and prolonged sales meeting, during which we were pressured by multiple salespeople to sign the agreement without being given adequate time to review the paperwork. We were misled about the nature of the membership, including false promises about room rentals and other benefits that were never delivered. These tactics left us feeling coerced into signing a contract we did not fully understand at the time.
  
  
  The issues we are raising stem from the companys failure to honor the promises made during the sales presentation. For example, the benefits we were told we would receive, such as free tours and other perks, were either subpar or nonexistent. Additionally, the membership has proven to be unusable due to the misrepresentation of its value and terms. These problems only became apparent after the purchase, which clearly demonstrates that the company did not deliver on what was promised.
  
  
  We have made every effort to address these concerns, but the companys insistence on enforcing the contract without acknowledging the deceptive practices that led to its execution is unacceptable. We believe the company has failed to act in good faith and has not upheld the terms as they were presented to us during the sales process.
  
  
  We respectfully request that the company reconsider its position and work with us to resolve this matter fairly, taking into account the post-purchase issues and the misleading circumstances under which the contract was signed.

   

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

  Business Response

  Date: 07/18/2025

  Greetings,

  We appreciate the opportunity to address the consumers recent rejection of our prior response.

  We would like to respectfully reaffirm our position. The consumer entered into a legally binding agreement after participating in a sales presentation and subsequently completing a verification process,including the Welcome Call. This Welcome Call serves as a critical compliance step designed specifically to ensure that all key aspects of the membership are clearly explained and understood. During this call, the consumer confirmed their understanding and acceptance of the memberships terms and benefits.
  We understand that the consumer now expresses dissatisfaction with the purchase. However, it is important to note that any verbal claims allegedly made outside the contract cannot override the written agreement and official confirmations provided at the time of sale. The membership terms, benefits, and limitations were clearly disclosed in writing,and the agreement was signed voluntarily, in the presence of an official verifier.
  
  Nonetheless, we remain committed to customer satisfaction and will review the specific concerns mentioned. We are open to further dialogue to explore a mutually agreeable solution; however, we cannot guarantee a cancellation or refund at this time.
  
  In light of the above, we respectfully request that the BBB close this complaint, as the transaction was completed following proper procedures and disclosures.
  
  Best regards!
  
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23542017
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Kanta 

  To Whom It May Concern,
  
  
  We are writing to formally reject Tafer Resorts' response to our request to cancel our timeshare. While the company has reiterated the terms of the contract and the activation call, it has failed to address the core issues we raised about the circumstances under which the contract was signed.
  
  
  Our grievances are as follows:
  Misrepresentation by Sales Representatives: The salesperson misled us by claiming that the rooms we were renting were part of a purchase opportunity and that we had to sign immediately to secure the deal. This high-pressure tactic left us feeling coerced and unable to make an informed decision.
  Lack of Opportunity to Review the Contract: The sales process was excessively long and overwhelming, with multiple salespeople involved. We were not given adequate time to thoroughly review the paperwork before signing, which is a critical step in any contractual agreement.
  Non-Usage of the Timeshare: Despite the financial burden, we have never used the timeshare. The stress and financial strain caused by this situation have been significant and unsustainable for us.
  
  
  While the company claims that the activation call served as a compliance step, this does not negate the fact that the initial sales process was riddled with high-pressure tactics and misrepresentation. The activation call does not absolve the company of its responsibility to ensure that the sales process was conducted ethically and transparently.
  
  
  We respectfully request that ************* reconsider our request to cancel the timeshare due to the unethical practices we experienced during the sales process. We believe that no consumer should be bound to a contract obtained under such circumstances.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  
  ****** ***** and ******** ******

  Business Response

  Date: 07/31/2025

  Greetings,

   

  We appreciate the opportunity to respond to the concerns raised by the consumer regarding their membership with ********************
  Please be advised that on the day of purchase, the member received a true and complete copy of the signed agreement, which they took with them. This provided the opportunity to carefully review the terms and conditions of the membership at their convenience.
  Subsequently, the member participated in the activation call, during which the membership details, benefits, and financial responsibilities were thoroughly reviewed and confirmed.
  Furthermore, the agreement clearly states that the sale or rental of the membership is entirely at the discretion of the member and that the member assumes full responsibility for any such process, should they choose to pursue it.
  The contractual obligation will stand; Customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  In light of the above, we respectfully request that BBB consider this matter resolved and proceed with the closure of the complaint.
  
  Best regards!
  ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are upset by the handling of our ownership with Occidental Allegro, which is managed by ResortCom. We have been refused any reasonable support, and our account has been transferred to a third-party collection agency. This is an unjust action, and we are seeking a resolution to this matter. We have been attempting to terminate our timeshare ownership due to severe health and financial challenges. ******* is currently on disability and cannot afford the associated costs, and ****** sustained a serious injury during our most recent visit to one of their resorts. This injury led to a significant ambulance bill and a broken rotator cuff, further exacerbating our difficult financial and health situations. The misleading sales practices and the unsatisfactory accommodations provided during our stay are intolerable. When we purchased the timeshare, we were promised a suite that included a bedroom, living room, and dining room. However, we were given a standard hotel room with two beds, which did not match what was presented during the sales pitch. The tactics employed during the sales process were inappropriate and unethical. We were pressured and misled into purchasing the timeshare. We were served champagne and were strongly encouraged to commit while under the influence of alcohol. Despite our initial hesitation, we ultimately felt coerced into signing the agreement. During a subsequent meeting with another representative and manager, the same tactics were used, champagne was served, and we were convinced to upgrade. These high-pressure, alcohol-influenced sales practices are predatory and have no place in ethical business operations. We request that ResortCom allow us to relinquish our timeshare ownership and that a refund be issued for what we have already paid.

  Business Response

  Date: 07/14/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive.Thank you

  Business Response

  Date: 07/15/2025

  Greetings,

  We regret to hear that your experience did not meet your expectations, and we appreciate the opportunity to respond.
  
  Please be advised that your contract has been formally cancelled in accordance with the provisions outlined in Clause 13 of your purchase contract. This clause allows for cancellation due to a breach of financial obligations by the member.
  
  As a gesture of goodwill, and despite the breach, we have excluded your account from all credit bureau, and your membership has been closed and deactivated in our system.
  
  We would also like to clarify that the Surrender program does not apply in your case, as your account has already been cancelled due to non-compliance with agreed-upon financial terms.
  
  Additionally, per the terms of your agreement, the refund period expired in June 2023. Thank you

• Initial Complaint

  Date:06/13/2025

  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.

  They will not respond to me. I need help. I purchased 2 weeks of a two bedroom 24 years ago and I can never get two weeks together. I asked to someone to call me but no response. The maintenance fees are about $200/day. They keep rising but I can never get a reservation

  Business Response

  Date: 06/23/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the company would like to clarify as stated within members contract reservations are booked subject to availability.
  The company has reached out to member in order to know the dates they want to travel, its important to mention that reservations department in the event the time frame requested is not available will provide member with options.
  Please note that members account shows a balance on maintenance fee, members account should be current in order to have a right to book.
  
  Best Regards,
  
  
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

• Initial Complaint

  Date:06/03/2025

  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.

  I am filing a complaint regarding our experience with ResortCom as the title company managing our timeshare with ************* ****************** We currently owe nearly $47,000 on our timeshare but are deeply dissatisfied with the service and feel misled about what was promised.When we reached out to explore cancellation options, we were told the only way to exit was to pay the loan in fullan unreasonable and frustrating solution, given our poor experience since purchase. Issues began with our first booking attempt, where we were unable to secure the two-bedroom condo promised and had to settle for a one-bedroom unit. Upon arrival, the property was outdated, with worn dcor, mismatched dishes, and limited cookwarefar below the high-end experience marketed to us.Promises about amenities were also misleading. We were restricted to the family pool despite being assured adults-only options were available. Elite membership benefits were unclear, and we felt excluded from areas we believed were included in our purchase. Additionally, we were pressured into purchasing an all-inclusive plan, which we didnt want, especially as non-drinkers. Food options were limited, and higher-end dining required reservations and strict dress codes that were inconsistently enforced.Over the past year, our health has declined, and we are now on fixed incomes, making it impossible to justify or use the timeshare. The ongoing fees and lack of promised benefits have caused significant financial and emotional distress. We ask ResortCom to reevaluate our situation and offer fair options to resolve this matter.

  Business Response

  Date: 06/19/2025

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership. Please see attached Voluntary Surrender documents. Thank you. 

• Initial Complaint

  Date:05/27/2025

  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 am writing to submit a complaint against ResortCom, the management company for ************************, due to an ongoing dispute regarding my timeshare ownership. My experience with this organization has been marked by misleading practices, inadequate customer service,and a complete lack of integrity. Their actions have negatively impacted my credit and caused immense frustration and stress. When I attempted to initiate a surrender of my timeshare ownership, I was informed by ResortCom that they could not process my request until my loan was paid in full. They directed me to contact ************************ directly. Despite numerous attempts to engage with ************************, I have been consistently dismissed, ignored, and treated rudely by their representatives. At the time of purchase, I was promised high-quality accommodations and exceptional benefits as part of my timeshare ownership. Instead, I have encountered subpar accommodations, missing amenities, and unresolved maintenance issues, such as a broken shower. I have repeatedly voiced my concerns, but have been ignored. Calls with ********, ****** ***** *****, ***** or ******,*******, and *****, have been overwhelmingly negative. Most representatives were dismissive,showed no empathy. ***** did mention a "voluntary surrender" option, which I believe is my only viable solution, but I have not been provided clear information or assistance on how to proceed. I am requesting immediate cessation of all collection efforts, a full refund and a clear process for surrendering my ownership

  Business Response

  Date: 05/29/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive. Thank you

  Customer Answer

  Date: 05/31/2025

  I would like to thank ResortCom for taking the time to respond. I am rejecting the response only because the issue is not yet resolved, and I would like to wait on follow-up from them, when they have heard back from the property with new information. For that reason, I would like to have the complaint remain open. Thank you

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23382967
  
  I am rejecting this response because:I would like to thank ResortCom for taking the time to respond. I am rejecting the response only because the issue is not yet resolved, and I would like to wait on follow-up from them, when they have heard back from the property with new information. For that reason, I would like to have the complaint remain open. Thank you
  
  Sincerely,
  

  ****** ******

   

   

  Business Response

  Date: 06/23/2025

  Greetings, 

  We regret to hear that your experience did not meet your expectations, and we appreciate the opportunity to respond.
  
  Please be advised that your contract has been formally cancelled in accordance with the provisions outlined in Clause 13 of your Purcharse Contract. This clause allows for cancellation due to a breach of financial obligations by the member.
  
  As a gesture of goodwill, and despite the breach, we have excluded your account from all credit bureau, and your membership has been closed and deactivated in our system.
  
  We would also like to clarify that the Surrender program does not apply in your case, as your account has already been cancelled due to non-compliance with agreed-upon financial terms.
  
  Additionally, per the terms of your agreement, the refund period expired in June 2023.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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.

  While staying at *************, my trust in ResortCom/Tafer Resorts was significantly breached. *******, the ***** ******, knowingly entered my room without permission, ignoring the displayed "Do Not Disturb" sign. Despite being informed of my absence, he unlawfully accessed my room and admitted to theft through text messages, which I have retained as evidence. This incident, along with a history of reported thefts, has made me feel unsafe and unable to trust the management or staff. Given the severity of this violation, it is unjust for me to continue financial obligations. My desired resolution includes a complete release from all timeshare responsibilities, waiving the $3,550 fee, and a partial refund of the $70,000 investment due to unfulfilled promises of safety and peace of mind. The lack of remorse or resolution has left me uneasy and unable to recommend their services. This matter deserves immediate attention and resolution.

  Customer Answer

  Date: 06/04/2025

  I received this e-mail yesterday and responded today by e-mailing her back to set up a time on Friday June 6th at noon (Cancun) time to hear what she has to say.  She will be calling me.

  ****** ******* ****** Roldan 
  From:****************************************************
  To:*******************************
  Cc:***** ***** ****** ******
  
  Tue, Jun 3 at 9:57 AM
  
  Good morning Mr. ************ hope this message finds you well
  This is a follow up message regarding the complaint file at the BBB, from your last stayed at ************************
  Can you please share with me the best time to contact you, to follow up your case.
  The contact number we have register is ***********
  My working hours are from 8am to 5pm Monday to Friday, Cancun time.
  
  I thank you in advance and I will be aware of your response.
  
  Regards
  
  
  
  
  ****** *. Mndez Roldn
  Member Services Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ****************************************************      
  **************************
  Cancn, ********************, Mxico.      

   

  Business Response

  Date: 06/05/2025

  Greetings,

  Member responded to my message asking to be contacted on Friday June 6th at noon (see below). We will keep BBB posted. Thank you. 
  

  
  Good morning, I am available on Friday June 6th at noon Cancun (your) time if that works for you.
  Kind Regards,
  ****
  
  
  
  Regards
  
  
  
  ****** *. ******************************** Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ****************************************************      
  **************************
  Cancn, ********************, Mxico.      

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23359022
  
  I am rejecting this response because:

  They had promised me, on the phone call on June 6th they would get back with me via e-mail me on Monday the 9th or the latest on the 10th and it is now the 13th.  I am still waiting for a response to cancel my membership with no additional fees, which she noted in our conversation.  I mentioned I would like to receive an additional refund for my previous payments.  Again, to reiterate as of today Friday the 13th I have not heard back from them.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/15/2025

  Greetings,

  Please see attached resorts BBB response. Thank you for your patience. 

  Customer Answer

  Date: 07/15/2025

  I reject this statement, as I have received revised release documents indicating the fee requirement has been waived. I am currently out of the country and will sign, notarize, and return the documents upon my return in the next couple of weeks.   I have attached a copy of their document received last week noting the waived fee of $3550.
  
  
  Sincerely, 
  
  
  ******* ******
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23359022
  
  I am rejecting this response because:

  I reject this statement, as I have received revised release documents indicating the fee requirement has been waived. I am currently out of the country and will sign, notarize, and return the documents upon my return in the next couple of weeks. I have attached the most recent document dated last week from Tafer noting the $3550.  has been (waived).
  
  
  Sincerely, 
  
  
  ******* ******
  
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/16/2025

  Greetings,

  Please be advised that an updated Voluntary Surrender documents - FEE WAIVED  was sent to your email 07/11/2025. I am attaching the same updated Voluntary Surrender forms. Kindly, review, and have the pages 2 and 4 sign by all members and have it properly notarized.  Please mail the original copies to : Attention MSA- ResortCom International/ 6850 Bermuda Rd. ******************. Thank you. 

  Customer Answer

  Date: 07/19/2025

   
  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:05/05/2025

  Type:Billing 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.

  On April 17, 2025, I submitted a formal written hardship surrender for my ResortCom/UVC International account. The company did not respond within my documented deadline. I followed up again and, on May 1, formally revoked authorization for any further credit card billing. Despite this, they attempted to charge my card anyway. That charge was later reversed only after I protested and blocked it.Following my revocation, I received an email from a new staff member stating a payment plan had been approvedbut this was never sent to me prior to my surrender, and I never agreed to it in writing, verbally, or digitally. Their timeline is false. I did not accept or resume any financial obligation after April 17.I have documentation proving I never received or agreed to any continuation of payment. They are attempting to force continued payments on a contract I formally surrendered, during a documented financial and medical crisis. This conduct feels deceptive and abusive, and I am requesting immediate intervention to stop further billing attempts and protect me from future false claims.

  Business Response

  Date: 05/06/2025

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom will be in contact with the property and will forward any new information we receive. Thank you

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23289422
  
  I am rejecting this response because:

  I DO NOT ACCEPT THIS RESPONSE.

  ResortCom has not responded to the actual issue in this complaint. They are now deflecting responsibility and attempting evasion by claiming to be a third-party servicerbut they have not addressed or acknowledged my formal hardship surrender submitted on April 17, 2025.

  This surrender clearly revoked all billing rights and requested account cancellation due to extreme financial and medical hardship. No formal denial, resolution, or written acknowledgment of that surrender was ever received.

  ResortCom cannot now claim neutrality when they have:

  -Collected and managed payments on this account since 2018

  -Sent all account communications, billing statements, and payment plans

  -Attempted an unauthorized credit card charge on May 1, 2025, after my revocation

  -Sent deceptive follow-up emails misrepresenting a "payment plan approval" I never saw, received, or agreed to

  -Ignored my repeated good-faith communications seeking hardship resolution

  Their current response is an attempt to avoid accountability while still allowing billing and collections activity to continue.

  I am requesting that the BBB:

  -Document this complaint as unresolved

  -Confirm that ResortCom has not addressed the actual surrender or hardship protections requested

  Require written confirmation that:

  -The account is canceled effective April 17, 2025

  -All billing and collection activity has ceased

  -No credit bureau or third-party reporting will occur

  -No balance is owed

  I remain under extreme financial, medical, and housing insecurity hardship and have followed every legal and consumer protection channel to resolve this fairly. I request immediate protection and documentation to reflect this.

  ******** ********

  Business Response

  Date: 05/12/2025

  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.The Voluntary Surrender documents will be sent to the members to complete and submit. Thank you. 

  Customer Answer

  Date: 05/12/2025

  RESPONSE TO BBB FORWARD TO RESORTCOM (As there was no option for accepting with an option to respond and listing conditions.

  
  

  Subject: Response to Resolution Notification Member ID ********

  
  

  Dear BBB,

  
  

  Thank you for forwarding the companys most recent response regarding the cancellation of my ResortCom/UVC International membership.

  
  

  I acknowledge receipt of their message indicating that the resort has agreed to allow a voluntary cancellation of my membership without a refund and that surrender documents will be sent to me for completion.

  
  

  Please be advised that I agree to proceed with the cancellation of the membership and loan account under the following conditions:

  
  

  No further financial obligation will be imposed upon me, including maintenance fees, loan payments, interest, penalties, or administrative charges.

  
  

  No negative credit reporting will be made or continued in relation to this account.

  
  

  No collection activity or third-party pursuit will be initiated at any point now or in the future regarding this membership or its associated loan.

  
  

  The final surrender documents provided will acknowledge the original hardship surrender submitted on April 17, 2025, and reflect the fact that no new agreement was ever entered into after that date.

  
  

  Written confirmation of cancellation and account closure will be provided to me for my records.

  
  

  All future communications, including the surrender documents, must be sent to me via email only at:

  *****************************************************************

  
  

  To be clear, this cancellation offer serves as formal acknowledgment that I exercised my legal rights under federal and state consumer protection laws, including but not limited to the ****** ****, and **** regulations, and that I am no longer bound by any portion of the original 2018 agreement.

  
  

  I look forward to receiving the surrender documentation and finalizing this matter swiftly.

  
  

  Thank you again for your assistance.

  
  

  Sincerely,

  ******** ********

  Member ID: ********

  Preferred Contact: *****************************************************************

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23289422
  
  RESPONSE TO BBB FORWARD TO RESORTCOM (As there was no option for accepting with an option to respond and listing conditions.

  
  

  Subject: Response to Resolution Notification Member ID ********

  
  

  Dear BBB,

  
  

  Thank you for forwarding the companys most recent response regarding the cancellation of my ResortCom/UVC International membership.

  
  

  I acknowledge receipt of their message indicating that the resort has agreed to allow a voluntary cancellation of my membership without a refund and that surrender documents will be sent to me for completion.

  
  

  Please be advised that I agree to proceed with the cancellation of the membership and loan account under the following conditions:

  
  

  No further financial obligation will be imposed upon me, including maintenance fees, loan payments, interest, penalties, or administrative charges.

  
  

  No negative credit reporting will be made or continued in relation to this account.

  
  

  No collection activity or third-party pursuit will be initiated at any point now or in the future regarding this membership or its associated loan.

  
  

  The final surrender documents provided will acknowledge the original hardship surrender submitted on April 17, 2025, and reflect the fact that no new agreement was ever entered into after that date.

  
  

  Written confirmation of cancellation and account closure will be provided to me for my records.

  
  

  All future communications, including the surrender documents, must be sent to me via email only at:

  *****************************************************************

  
  

  To be clear, this cancellation offer serves as formal acknowledgment that I exercised my legal rights under federal and state consumer protection laws, including but not limited to the ****** FCRA, and CFPB regulations, and that I am no longer bound by any portion of the original 2018 agreement.

  
  

  I look forward to receiving the surrender documentation and finalizing this matter swiftly.

  
  

  Thank you again for your assistance.

  
  

  Sincerely,

  ******** ********

  Member ID: ********

  Preferred Contact: *****************************************************************

   

   

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

  Customer Answer

  Date: 05/12/2025

  Below are my concerns for BBB to Review:

  THIS IS MY BBB RESPONSE TO THE UNSIGNED VOLUNTARY SURRENDER AGREEMENT (***)

  Member ID: ********

  
  

  Dear BBB,

  
  

  Thank you for informing me of ResortComs response. They emailed me the document referenced via the attachment as a proposed surrender agreement.

  
  

  I do not accept or agree to sign the current version of the Voluntary Surrender Agreement (***) as written.

  
  

  Here is why:

  
  

  I submitted a formal hardship surrender on April 17, 2025, due to serious, ongoing financial and medical hardship. That surrender remains legally valid.

   

  The *** suggested surrender agreement they sent this afternoon to me via email:

  
  

  Contains extreme legal overreach, including clauses that would permanently waive my consumer rights and prevent me from truthfully sharing my experience.

  
  

  Attempts to force foreign arbitration under Mexican law, in Spanish, at my own expensewhile allowing the company to sue me anywhere. This is lopsided, predatory, and harmful to any U.S. consumer.

  
  

  Includes a confidentiality clause that conflicts with my legally protected rights to file complaints and seek public agency support through the ****, Texas Attorney General, and the BBBall of whom Ive already contacted.

  
  

  Falsely implies I used the membership, when I was never able to use it due to annual blocked availability. Despite this, I was repeatedly charged and penalized, even while following approved payment plans.

  
  

  I hereby reaffirm my original hardship surrender dated April 17, 2025, and my revocation of billing authorization dated May 1, 2025. I have submitted supporting documentation to all appropriate agencies. I will not sign away my legal rights under coercion or through an agreement that fails to reflect the facts of my case.

  
  

  I respectfully request that ResortCom revise its approach to reflect:

  Mutual cancellation without penalty

  
  

  No further billing or collection activity

  
  

  No credit bureau reporting or third-party collections

  
  

  Written confirmation of account closure

  
  

  I have attached the *** I was sent this afternoon. This statement above explains in detail why I cannot and will not sign it. My legal rights as a consumer remain fully intact and protected. I am seeking a fair and lawful outcome, and will not agree to any resolution that forces me to waive those rights.

  
  

  Sincerely,

  ******** ********

  Member ID: ********

  Preferred contact: *****************************************************************

  Business Response

  Date: 05/13/2025

  Greetings,

  Yes once the original signed and notarized voluntary surrender docs is received from the mail, the cancellation of the membership will be process. Once its completed, an email cancellation confirmation will be sent stating that there will be no further obligation. Thank you

  Customer Answer

  Date: 05/13/2025

  Please reopen this complaint or at minimum update the record with this legally protective rejection and response. This is my formal and final statement for the file and for legal record:

   

  Formal Consumer Protection Statement and Rejection of ResortCom ***

  To Whom It May Concern,

  This document serves as my formal record of rejection and response to the Voluntary Surrender Agreement (***) presented to me by ResortCom International, LLC in response to BBB Complaint ID #********.

  I submitted a formal hardship surrender on April 17, 2025, due to extreme financial and medical hardship. I formally revoked all billing authorization on May 1, 2025. These actions are legally protected under federal and state consumer hardship protections.

  The *** provided by ResortCom contains predatory and one-sided legal clauses, including:

  - Forced arbitration in ****** under foreign law, including in another language

  - Confidentiality and gag clauses in conflict with U.S. consumer protection laws

  - Prohibitions on public complaint or legal relief

  - Waivers of my rights under federal and state statutes

  It requires me to waive federal rights, accept foreign arbitration in ******, and agree to gag/confidentiality clauses that violate my U.S. consumer protection rights. I have not received a fair or appropriate acknowledgment of my documented surrender. I am asking BBB to keep my complaint record open and/or updated with this clarification:

   

  I do not and will not sign this document.

  I reaffirm that I never agreedverbally, digitally, or in writingto any new payment plan or financial continuation after April 17, 2025. My April 17, 2025, extreme financial and medical hardship surrender is still protected under federal and state consumer and other laws. Any attempt to retroactively assert otherwise is false and unsupported. ResortCom never provided written denial of my surrender. Their actionsincluding charging my card after revocationhave been reported to the ***** the Texas Attorney General, and the BBB.

   

  To be clear, I am rejecting the *** not out of refusal to cooperatebut because it violates my rights. I will not waive legal protections to appease a company that already ignored my hardship and rights.

   

  I am requesting:

  - Full cancellation of my timeshare and loan agreement

  - No collections, no reporting to credit bureaus

  - Written confirmation of account closure without penalty

  This statement, combined with all my previously submitted documentation and formal agency complaints, represents my final position. I will not communicate further outside of formal legal or regulatory agency channels.

   

  Respectfully,

  ******** ********

  Member ID: ********

  Email: *****************************************************************

  Business Response

  Date: 05/14/2025

  Greetings,

  Please be advised that voluntary surrender documents is a courtesy to you to break the contract that you have signed. According to your contract, you still have up until 2069 to make your maintenance fee payments. The original copies of the signed and properly notarized voluntary surrender fee is required by the club in order to proceed with your contract modification request. Thank you.