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:02/27/2024

  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.

  I am attempting to cancel my parents timeshare as my father is deceased and my mother has Alzheimer's. I have called and emailed over 10 times beginning January 17th, 2024 (I have access and proof of all emails/communication). On January 20th, 2024 I provided ResortCom with exactly what they've asked for: my Father's death certificate, my ***** of ********* a letter from my mother's neurologist stating she has Alzheimer's. I have also paid all outstanding maintenance fees on the timeshare. In the past 6-weeks, I have not yet received the paperwork for how to surrender the timeshare back to the company. I have only received paperwork on how to transfer the timeshare to another person, which I clearly said we do not want to do. What I want is to get a timely response from the company, allowing us to surrender the timeshare as is well within our rights. ResortCom will not give me a phone number, they will only communicate via email and so I am at their mercy in terms of when, or if, they decide to respond. If ResortCom delays the surrendering then we have to pay more timeshare fees to the *********** at the end of the year, this may be why they won't respond. Please help us prevent this company taking advantage of our elderly mother who can no longer manager her affairs, nor pay for this timeshare in the future.

  Business Response

  Date: 02/28/2024

  Greetings,

  Please be advised that the Voluntary Surrender forms was sent and got crossed from the time this BBB complaint was filed. Thank you.
  

  Customer Answer

  Date: 02/28/2024

   
  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 (they responded as soon as they got your email). They may however still delay processing the forms once I return them. I hope this is not the case for my elderly mother's sake.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased VIP concierge service to pick up my husband, myself and 22 month old daughter from the *************** PVR airport. We were told that upon checking in we would sign at VIP services, be given a towel, water bottle and be taken to meet our driver. However, we were taken outside to a HUGE line of people and were told our wait would be about 30 minutes. We were also not allowed to go in the ***** line because we didn't purchase that package. We were put in a different line. However, our line did not move at all after 30 minutes and it was pouring rain. We inquired again about our wait time and were told it would be about 90 minutes. Meanwhile, ***** were arriving and picking up others who were not part of this "VIP Service". So after many attempts to get moving, we along with others gave up and went to a taxi and paid for that service out of pocket.We paid for and booked our transportation through resortcom on Feb. 10th, 2024 at 57 USD (charged on my **** on Feb. 11 for $78.78 canadian). Invoice #********. Our ride was supposed to be booked for our arrival time and they had our flight information on Feb. 16, 2024.

  Business Response

  Date: 02/28/2024

  Greetings,

  Please provide your account # or contracts number so we can further assist you. Thank you
  

  Customer Answer

  Date: 02/28/2024

  Hello,

  I've read the business's response asking about my account number. I purchased a service offered from them (Resortcom) which is the charge on my ***** Please see attached receipts and a screenshot of my ***** I have no account, this was a one time thing. I have attached the info from my email where the invoice number is listed.

  I checked in at the desk within the airport - they had me sign and said they were taking me to our car. there was no car just a huge line of people and a 90+ minute wait. Since i have a child under 2 we booked this car because I was told on the phone it would be waiting for us upon arrival, and someone would be there with a sign with our names on it (no sign). our invoice stated we would be taken to meet our driver once we check in as well. this was not the service provided. We never even got a car from them and had to pay for additional transportation that we arranged via taxi.

  My invoice number is:43191296

  The service rep who I have already attempted to sort this with is: *************************************************;<************************************* : I gave up working directly with him when he told me he had called the *** services in PVR airport and they said they had 0 record of my family checking in for a car so we were listed as a no show. Then, after informing him he was given false information because I have signed copies of our check in receipts he asked for proof. When he saw proof, he quickly changed his responded saying that he check with *** services and they now say we did check in, but didn't wait and the car service would have been 20 mins or less but we didn't wait so they cannot refund. However, we waited over 30 minutes in the rain, our daughter was sobbing in the wet, cold weather, it was now dark outside, and our line was not moving. They told us it would be another 90 minutes at that time. They would not offer assistance to get us a car faster.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21350099
  
  I am rejecting this response because: I am not an account holder, I am complaining about their pre-arrival services offered to guest of **************** in ***************. Invoice info attached. I also sent an email with more information.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/05/2024

  Greetings,
  
  A member of our PA team will contact ************************** to reiterate the process and clarify any misunderstandings. As a gesture of goodwill and in the interest of ensuring she had an overall great experience despite this item, we will refund her transportation cost despite the policy.

  This is to confirm the refund request has been summited. We will attempt to  contact guest today to explain the refund process and time.Thank you.
  

  Customer Answer

  Date: 03/20/2024

  Hello,

  I have not received the refund that was promised to me on March 5th by resortcom. In good faith, I did not respond to BBB thinking it would be given to me.

  However,  I sent the following email to ****** the customer service person who said they were sending me a refund. As of today, this issue is not resolved.

  "Hi ******,
  
  Thank you for your phone call on March 5th to let me know Resortcom would be refunding the amount for the concierge services in ***************.
  
  Unfortunately, as of today, the refund has not shown up in my account. Can you confirm that this is being processed?
  
  Thank you,"

  Business Response

  Date: 03/20/2024

  Greetings,
  

  This is to confirm that  the refund has been process and guest should see it in their bank in 3 5 days the most. Sorry for the delay.
  
  Regards,
  **** *********************************
  Pre-Arrivals Manager 
  ***********************************
  ***********,*******

  Customer Answer

  Date: 03/20/2024

   
  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. I now see that the refund is pending in my account. 
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 03/21/2024

  Unfortunately, for the second time resortcom has shown up on my credit card as a pending refund. It seems as soon as I **** that I am satisfied with our dispute resolution, the pending transaction is gone. No funds have been reimbursed on my credit card. I need to open this dispute again. 

   

  Business Response

  Date: 04/02/2024

  Greetings,

  The refund was completed. Thank you
  

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation:1AF319A. I booked a 2 bedroom 2 bath for 2/16-3/1 for 6 adults. It was specifically described as this: "If space is a concern, our fabulous Two Bedroom Suite should set your mind at ease, featuring two spacious bedrooms, one with a king-size bed and the other with two double beds, plus a full-size sofa bed in the spacious living area. There are up to three bathrooms (may vary by unit) with travertine marble dcor, and bathtubs or showers. The living area and full kitchen provide the perfect setting for relaxing evenings, and the exterior balcony is furnished for up to 6 people so that everyone can enjoy the serene ambiance of their ocean or garden view." A variety of photos of this space are advertised as well on the booking site. Upon arrival we were told that they were "oversold" and would no/could not give us what we paid for. They gave us 2 tiny very old separate rooms at Del Mar (not villa del Palmar as sold) instead - each with just one bed. One very old and small sofa bed too. Not at all what was booked/paid for and not enough room for all to sleep in even if we had wanted to stay there. NO "marble decor, no "two double beds," no "spacious living area." No "exterior balcony furnished for 6." No "view." The space we were given did not at all reflect the photos advertised either. Old, substandard, broken furniture...We made numerous complaints and were told there was nothing they could do as the room we booked was not available. We want a full refund.

  Business Response

  Date: 02/20/2024

  Greetings,

  Kindly provide us the account number or the contract number relating to this BBB complaint so we can assist you further. Thank you
  

  Business Response

  Date: 02/20/2024

  Greetings,

  Kindly provide us the account number or the contract number relating to this BBB complaint so we can assist you further. Thank you

• Initial Complaint

  Date:01/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im really disappointed and frustrated with the treatment weve received from ResortCom regarding our attempts to cancel our timeshare agreement with Sunset Resorts. We were misled into this contract by Sunset under false pretenses of an investment opportunity and promises of free vacations. When these promises were not fulfilled and we started to express our concerns and dissatisfaction, we were directed to ResortCom for resolution.However the response from ResortCom has been far from helpful. We clearly outlined our reasons for seeking contract cancellation and a full refund. In their response we were informed that our request could not be processed due to an active loan on our account, completely ignoring our concerns and reasons for stopping the payments. This lack of understanding and unwillingness to address our concerns is unacceptable. We are feeling really frustrated, unheard and helpless, tied to an agreement that was sold to us under deceptive conditions. We urgently request some intervention in this matter and need this brought to a fair conclusion. We believe we have been treated unfairly and that the conduct of both Sunset Resorts and ResortCom is unacceptable. We hope that you will agree and assist us in cancelling our timeshare contract (No. 703 22-3334) and obtaining a full refund of all payments made to date.

  Business Response

  Date: 01/23/2024

  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.
  

   

• Initial Complaint

  Date:12/28/2023

  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.

  On November 30th, I opted to exchange my vacation week through Interval. Following the listing of the week on Interval's site, I attempted an exchange, only to realize that the resort fees for all the destinations I considered were higher compared to booking directly with the resort. Within 72 hours of the days being deposited on Intervals site I reached out to the Villa team to reverse the week, only to be informed that they lacked the authority to do soonly Interval possessed that capability. Upon contacting Interval, I was informed they couldn't return the week to me; only ***** could facilitate this process. When I noticed that ******************************** was available on Intervals site during my desired week, I decided to just make the exchange and to there. Only to find out it requires an additional $100 to renew my Interval International membership for another year since the dates fall outside my membership week. While I understand that I initially accepted the placement as final, the only way to see the resort fees on interval is to deposit your week. ResortCom is fully aware of the extremely high resort fees ( more expensive than booking directly with the resort) but they do not advise or provide assistance. I was mislead by ResortCom. The exchange that they promise is virtually unusable. Given these circumstances, I kindly request a one-time courtesy to restore my week back with *****.

• Initial Complaint

  Date:12/14/2023

  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 purchased a timeshare decades ago, and the maintenance fee has been steadily rising. Now that it is nearly $2,000 a year, we would like to terminate the timeshare. I called member services at Villa del Palmar, as well as corporate member services, to make the change and was told that because I was 10 days late on payment, it would not be possible now. Instead, I would have to pay the $2,000, then sign some forms to request the change for next year.We actually bought out the original Timeshare several years ago with the clear verbal understanding and with such laid out precisely in the contract that we could terminate At Any Time by simply not paying the maintenance fees. Now we are being told something very different. We request that the 2023 maintenance fee be our last payment so we can terminate our arrangement this year. I appreciate your help in this regard.account number ******** *******************

  Business Response

  Date: 12/20/2023

  Greetings,

  I have tried to contact ****************  with no success, sending email messages and left a voice message. Please be advise that we have reached a mutual resolution to the complaint. The resort will allow membership cancellation but there will be no refund. I will attach and send member the Voluntary Surrender forms for them to complete and submit. Thank you.
  
  
  
  
  
  Sincerely
  
  ****************************
  Member Services Manager
  Tafer Resorts
  PH ****************************
  Whats App *********************
  ************************************
  www.taferresidenceclub.com
  Cancn, ********************, Mxico.      

   

  Business Response

  Date: 12/20/2023

  Please see attached Voluntary Surrender forms. Thank you

• Initial Complaint

  Date:12/04/2023

  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.

  On November the 9th, while in ******************* my wife and I went on a tour of the *******************. After the tour we shown all the timeshare opportunities we could buy in at. After about an hour a multiple no's, we asked to leave. They thanked us for our time and said they had thank you gifts for at least looking at the properties. They walked us outside the sales room and asked us to wait. After a few minutes a man by the name of ********** approached us. He said he had one more offer before we left. He offered us a reduce option of all the offers we were already shown that would gives us a taste of having a timeshare. In which we could upgrade anytime. We said yes. On November 12th, while still in ****, I was going over all the paperwork. I was looking for one perk in particular that we were offered but I couldn't find any information to access it. I reached out to ***, and asked him specifically about the perk. He told me my paperwork had already been sent to Headquarters and that I would get a welcome call and finalize my account. The only problem with this is that the Welcome Call happened almost 2 weeks from that communication with my sales ********** I received the Call, they had no paperwork on the ThirdHome perk I specifically asked my rep about. If my rep would have been upfront with me when I asked him I would have cancelled. Which would have been in my 5 day window. But I was misled to believe we were all good to go.

  Business Response

  Date: 12/05/2023

  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: 12/05/2023

   
  Complaint: 20954196
  
  I am rejecting this response because:  They need to provide the proper contact info to the **************** in ***********, ** then.  I have been given many bogus numbers that do not work.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/07/2023

  Greetings,

  Please be advised that the resort and the member have agreed to cancel the membership. Thank you. 

  Customer Answer

  Date: 12/12/2023

   
  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:11/29/2023

  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 signed a timeshare on my vacation in ******, 4 days ago, November 25, 2023, I have been trying to cancel this contract all day, I called several times, they would not give me a way to cancel the contract, it is my understanding that I have 5 days to rescind. I tried asking the sales associate that enticed me to sign. The company brings you to a remote location, cuts off your internet and phone access. Provides you with no food and alcohol, takes your credit card and says it is for a prize. They charged my credit card $1,000 that I did not agree to or authorize. I was told that if I did not sign they were going to charge me for the current hotel I was in an extra $400 per night. I felt like I was held hostage, I was kept for 7 hours and berated until I signed the documents. I realized after a few days what I had done and am not in any position to honour or want this contract. I signed under duress, coercion and under the influence of alcohol that they provided. Also they had me sign as a US citizen and I am a ********, I am sure if I have a lawyer read through this contract, there are many grounds that I can rescind this. As they are not aiding me in anyway to rescind this, i am putting in on record that I want this contract rescinded and feel that I have 5 business days to do it. I have sent a cancellation letter to this company and have phoned them and am not receiving any response. I will follow the procedure to cancel, but no one is telling me how to do it formally, I have proof of sending emails to this company. Verbally on the phone they said they put in the cancellation but have not sent anything to verify this, I spoke to ****** last claiming his number and extension to be, *************************, and his email to be ************************************* other emails I was given for contact purposes are ****************************************** I was told to find a Customer Grievance Clause which I cannot find. I wish to cancel this contract and am going on record.

  Business Response

  Date: 11/30/2023

  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.

  Also, please provide your account # as we are not able to locate your account with the information you've provided. Thank you
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20930896
  
  I am rejecting this response because: this is a generic response they always send, I am dealing with ************ now, and the receipt has this company's name, I will provide the following emails, as there is no address, if you would like to speak to them, Member Services Director
  PH 624 145-7000
  EXT 653
  ****************************************
  villagroupresorts.com
  TOLL FREE ***************

  This is the only person responding to my emails, and I still have not received my money or confirmation of my cancellation.  Can you please contact this person. Thank you.  They do not provide an address.  
  
  Sincerely,
  
  ***************** *****

  Business Response

  Date: 12/06/2023

  Greetings,

  In regards to BBB Complaint #********, members contract was already canceled and amount paid towards the down payment reimbursed to the credit card used.
  Member must check with her bank in case the reimbursement is not yet reflected.
  
  Best ******************************************************* Services Director
  PH 624 145-7000
  EXT 653
  ****************************************
  villagroupresorts.com
  TOLL FREE ***************

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20930896
  
  I am rejecting this response because: they are not addressing the behaviour, they did not help me to cancel I had to do it myself, the Sales Rep, told me that I had to wait a year, he did not tell me to look at the Clause 16, did not tell me I had 5 days, he told me I had to pay and wait a year.  A year is to sell the timeshare, not to cancel it.  No refund would be issued.  They do not provide you with the service they falsify.  They do not willingly let you out of the contract.  They gave back the money and waited until December 1, to send a cancellation form, When they were contacted Nov 28 and I was lied to, told to help myself, and they refused to help me.  I had to search on line to find out how to write a letter, call ResortCom to get emails to send it to.  Then I had to email them 50 times before they would respond.  I was harassed by the manager, he wanted to call me to likely bully me, they have not issued an apology for not helping me cancel. I had to go through a great deal of stress to do this.  If I did not take action with the BBB before the 5 days were up, I am not confident they would have responded or helped me.  My first response from this company to the BBB is that they were not responsible, and asked for an account # that did not exist, they know I did not authorize the payment.  They want you to sign a release form agreeing to not speak negatively which is not in the contract.  You are allowed to speak truthfully, it is a clause in their form that is a joke, they want you to think you have to retract anything negative, maybe if they did not act inappropriately and negatively they would not get negative attention.  I reject their response.  ******* said it was already cancelled.  This is false, it was not cancelled or refunded when I first put in a complaint.  Her response indicates it was taken care of before hand.  Her Grammar was past tense it should have been future.  By law they are required to cancel this within 5 days, I put it into the BBB within 4 days to prove the cancellation.  I sent letters called 4 times and did not get any help from this company.  If you want to cancel within 5 days, they will not tell you how to do it, or provide the forms, unless you aggressively pursue them.  When ******* emailed the first time, all she said was the request was received.  Not a form will be sent to you, your cancellation is being processed.  No she participated in delaying and turning it into a delay, likely to go past the 5 days, so that they can tell you, you did not cancel properly or in time.  I had to hound to get the official written terms to cancel.  No one would tell me the day I requested this November 28.  They did not properly reply until November 30, after I reported this to the BBB, and after the 5 days.  She did not send it to the proper person until November 30.  They believe that if you do not persist with your rights that you will go away and they can keep your money.  This is a rare case of getting a refund or them following the law.  They have not apologized for the lies I was given by the staff at the resort that I signed the documents with, if I listened to them and did not do my own research on how to cancel.  I would not have been helped.  Also I called ResortCom, who took my credit card payment, and no one helped cancel. or would tell me the clause or procedure to cancel either did ******* until November 30, I had to hound her to make her say that I was cancelled.  Finally the person who I signed this fraudulent contract with, sent me the forms to complete the cancellation on Dec. 1. I will not accept any of their responses until they help people cancel when they reach out immediately.  I had to call lawyers, make a report to BBB, call 5 numbers 50 times, email them 100 times until you get a response.  This is the only reason I was helped.  I do not want them to believe they helped legitimately.  I have the texts from the seller, on November 28 that ******* works.  I would have had my credit card company reverse the transaction anyways if they did not willingly return the money, I told them that, and would have went after them with a lawyer if they even tried to make this contract enforceable.  Until they help people willingly do not scam trying to cancel, and they apologize for how I was treated and NOT helped. I will continue to reject their responses. I am attaching *******'s first email to show she did not help, I asked her 50 times for the written clause and my rights, that took her 2 more replies to finally assist someone, it is probably the first time she ever did, because she knew I was not going away. If I did not pursue this on the internet, get more emails by calling ResortCom, report to the BBB, then VillaGroup would never help, again I attached the text messages from their employee who lied about how to help me.  Where is the apology and you train your staff to block cancelling this is evidence, this continues to be ignored.  Also they probably knew the contract was invalid, they said I was a US citizen on the contract and I am ********, also I did not authorize for them to take $1000 from my credit card, so they knew I would get it back from my credit card company once they saw the authorization was invalid.  That is why they are cooperating, no other reason. They need to be investigated by PROFECO. 
  
  Sincerely,
  
  ***************** *****

  Business Response

  Date: 12/13/2023

  To whom it may concern;

  In regards to BBB Complaint #********, as mentioned before, members contract has been cancelled and refunded, as stated within members contract the company has 15 days to refund the money, time frame which the company complied with, in addition, contract clearly states emails and phone numbers where member can reach out to cancel account.
  Based on members recent comments in regards to what member was informed by their sales representative, the company will take appropriate action in order to avoid any misunderstanding regarding the cancelation process in the near future, the company takes members feedback very serious and would like to apologize for any inconvenience member experienced and would like to reiterate that member has no further financial obligation with the company moving forward being that the account has been cancelled within the time frames stipulated.
  
  Best *********************************************************** Services Director
  PH 624 145-7000
  EXT 653
  ****************************************
  villagroupresorts.com
  TOLL FREE ***************

• Initial Complaint

  Date:11/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase March 9,2023Purchase cost 15,062.00In conversation it was for our winter months I even stated that I didn't need the time share and when mentioned winter months I agreed. The representative said we could up to 4 weeks at a time in the winter months so I agreed. But now when I called it is only for summer months and then I read the contract and it is all the opposite of what we were led to believe.Deceiving the client to believe what is being purchased and ******* to sign papers. He continued as we signed about how all his customers are happy with his honesty. We would like to cancel this contract get our money back and be done.

  Business Response

  Date: 11/07/2023

  Greetings,

  The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed.
  They purchased the membership around February 16, 2023, then went through an account activation process and confirmed the purchase which occurred week later on or around February 21,2023.
  then member call to make a reservation and was given options to make his reservation as member requested.
  He can use the membership in winter, however he declined the offer made to him on how to use it.
  
  The company is willing to give the member the points equivalent to what he has paid in principal.
  
  Best regards!
  
  
  *******************************
  Member Services Director
  M | **************************    P | **************** Ext. 5555

• Initial Complaint

  Date:08/30/2023

  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.

  Tafer/ResortCom gives us 5 days from the time we signed the contract to rescind. However, it was only 90 days after that we got access to Signature Collection. This was the main reason why we signed up for the membership with them. *** sent email to them questioning them about their sales practices. I wanted an explanation from the sales personnel why we were led to believe that all 5 star resorts in the network are going to be available thru Signature Collection.During the sales presentation, we made mention that the only reason we are getting the membership is because of Signature Collection. We want a fixed price access to five star hotels. The sales person showed us the specific resorts in ****** and Europe for specific dates we wanted. They mentioned that booking is not going to be a problem because the hotels and resorts with AAA diamond will all be there. We were ***************. However, we could not verify the information they gave us because Internet was not available in the sales floor.We could not have rescinded on time because they give access to the portal 90 days after. Thats when we found out that we were sold the membership in bad faith. The resorts they mentioned was not there and the list of available resorts are few and limited. We were lied to. I have been messaging the supervisor of TAFER regarding their sales practices. I wanted an apology and an explanation. I am only told theres no way to cancel the membership anymore because the 5 days period to rescind expired.We were sold this membership in bad faith! I have been refunded $21055.60 for the partial amount I have paid them. However, there is a remaining $5418 that I have not been refunded yet. I want that full amount I have paid Tafer/Resortcom. My account with ********************** has been closed as of checking but I have not been refunded the remaining $5418.

  Business Response

  Date: 09/08/2023

  Greetings,

  Please see resorts BBB response attached. Thank you

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20543050
  
  I am rejecting this response because:

   

  Before we signed the agreement on Aug 22, 2022, the salesperson showed us availability for ***************** and *********************. These are hotels that we are interested in. We are not new to timeshare, as we have both a Hilton Grand Vacations (with RCI access) and Palace Resorts (with Interval International). We were clear with the salesperson that the only reason we will be purchasing is not because of ***** resorts but because we want to be able to stay in ***************** and/or *********************. We do not need another timeshare because we already have memberships to both RCI and Interval International.
  
  We have made a couple of calls to the resort to activate our membership with ********************. The contract on ***************** Options state that one year of membership to ******************** will be activated 45 to 60 days after the membership with ******************** is activated. However, it was not until Nov 11, 2023 that we had access to ********************. This was more than ******************** the contract.
  
  As soon as we were able to access ********************, we immediately searched for ***************** and *********************. We were unable to find both resorts, for all dates inside a 1 year timeframe. We immediately reached out to the salesperson and to a member service office personnel. We have sent numerous emails, only to be told to wait until they make an investigation as to why the two resorts do not show up. We have not received any concrete reply after several months of emails and follow-**** so in March 2023, we decided to contact Chase credit card services (we used a couple of credit cards to pay the timeshare, one of which was *****). ***** credit card notified us that even though the transaction was past the 120 days for disputes, they will continue with their investigation and attempt to recover the amount we paid because they said that fraud charges can be investigated beyond the 120 days time limit.
  
  ***** completed their investigation. ***** determined that there was reason to recover the credit card charges we paid due to fraud. ***** resorts even acknowledges this in their BBB reply dated Sept 7, 2023, stating the following:
  
  But on March 2023 member dispute the Paid in Full Balance of $21,055.80, member won the dispute and received their money back.
  
  We are asking that ***** return the rest of the money that we paid. We made two payments ($3,065.00 and $5,418.00) for a total of $8,483.00 and an additional $927 for our annual fee. ***** has acknowledged that we won the dispute with *****, and we will use this information if ***** refuses to give back the rest of our payment. We want to give ***** the opportunity to return our money before we make a complaint to Profeco for fraud.
  
  Sincerely,
  
  ********************* *****

  Business Response

  Date: 09/26/2023

  Greetings,

  Please be advised that this account is under further review. We will update you of any new information received. Thank you
  

  
  

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20543050
  
  I am rejecting this response because it does not provide a resolution for a full refund. Their response was that they would look into it. How long before I get an update?

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

  Business Response

  Date: 10/02/2023

  Greetings,

  Please see resorts BBB rebuttal response attached. Thank you.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20543050
  
  I am rejecting this response because:

  Before we purchased the membership, the sales agent told us that it is so easy to book any date on the two ****** properties since *********************** is a 5 star resort, and that the buying power for *********************** is so high compared to other timeshares in the *** exchange that we are going to find availability for the two properties easily.
  
  We only had access to *** 90 days AFTER we paid for the membership. On the day we had access, we immediately checked the availability of the two properties. We could not book any room for ALL dates one year out. We promptly brought this attention to our sales agent.
  
  We had made numerous communications with the sales agent and another Tafer employee with regards to our concern, and they either do not respond or they promise they will look into the issue but they never contacted us again. We got to the point where we started the dispute with **********.
  
  When we filed the dispute with *********** we disputed the transaction because of fraud. ********** did a thorough investigation, and ********** sided with us that there was fraud in the transaction. ********** credited us the amount we had paid using our Chase Credit card. ********** is a trusted financial institution, and they treat fraud matters seriously.
  
  In the response from Tafer dated Sept. 07, 2023, ***** acknowledged that we won the fraud dispute that we filed against them thru **********. We are asking that ***** pay us back all the monies we paid. We will file a complaint with the ************************ for them to investigate this fraud by ***** if ***** continues to refuse to pay us back all that we paid for the timeshare. We will also file fraud charges with Profeco, the ***************** that protects consumers.
  
  Sincerely,
  
  ********************* *****

  Business Response

  Date: 11/14/2023

  Please see attached documents. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20543050
  
  I am rejecting this response because I need more information regarding their offer. Please find below.

  We will agree to this resolution provided that we are refunded the total amount of all that we paid, less the amount that was recouped through the Chase dispute. The amount that we are expecting to be refunded is $9,420. Kindly acknowledge that $9,420 is the correct refund amount that we will be receiving as a refund. How are we going to receive the refund, and how many days after completing the quit claim will we receive it?

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

  Business Response

  Date: 12/06/2023

  Greetings,

   

   

  We will need  to validate if there is no dispute and then proceed with refunds once we have the original copies of the Voluntary Surrender documents are signed and submitted .

   

  ****** should receive proof of refund within 15 business days after we received the signed agreement.

   

   

   

   

  Sincerely,

   

  ***********************
  Director of ****** Services & Collections

  Tafer Resorts

  PH ******************

   

  ***/CAN ****************

   ext. 2201

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

  www.taferresidenceclub.com

   

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20543050
  
  We will sign the document as soon as possible and have no contest, provided that you confirm how much we will receive as a refund. We want to be sure we are getting the amount of $9420 as a refund. We have been waiting for your confirmation since November 14.

  Confirm the refund amount of $9420 USD and how we will receive the funds so that we can send you the notarized and signed document as soon as possible. 

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

  Business Response

  Date: 12/07/2023

  Good morning,

  Once we receive the original signed and notarized Voluntary Surrender forms, we will refund the following; down payment $5,418 invoice ******* and $3,065 invoice ********. Maintenance fee $927 invoice ******** and $10 usd invoice #********. A total of $9420.00. Thank you
  

  Customer Answer

  Date: 12/07/2023

  BBB,

  Why did you close this case? I made every effort to respond to the merchant or business right away. Last I received a correspondence from ResortCom is on Nov 14. On November 14, I responded ans asked them to confirm the amount of refund. It was only yesterday that they responded back. I responded right back asking them to confirm the amount of refund again and just this morning, they responded and confirmed the amount. Why did you close this case? 

  I will be providing them the signed documents so we can receive the refund. Please reopen the case. I want to make sure that as soon as we turn over the quit claim, we will receive the promised refund. 

  Again, why did you close this case? We are still in the process of getting this resolved.