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:08/22/2023

  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.

  It is incredibly frustrating to feel like you have been misled by sales representatives who promise you the world and then don't deliver. That's exactly what happened to us with our ************ timeshare. ***** and *********************** talked up how profitable and positive an investment it would be, but we've found the opposite to be true. We were told there would not be an obstacle when trying to rent it out but they could not help us. Redweek stepped in cooperating to the fullest and even shared honest feedback, but even then we were told to list at a price so low we wouldn't break even. This is not what we signed up for. We don't want to be locked into vacationing in one place, especially when it's turning out to be such a financial burden. To top it off, every time we tried to make changes, like date or visitor modifications or cancellations, we were charged for it. This feels like a misrepresentation of what we were sold and quite frankly, a scam. Wed like to talk to someone about getting our money back and cancelling this fraudulent contract.

  Business Response

  Date: 08/23/2023

  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:05/24/2023

  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 am writing with a complaint regarding false promises and misrepresentation of this company when we made our purchases with them. We were attracted to the offer of receiving free horse rides on the beach upon visiting the new resort. However, upon arriving, we were not given the promised horse rides, which was a major disappointment. Furthermore, during our visit, we expressed an interest in purchasing a condo at your resort and were guided through a five-hour meeting with various individuals, including ******, *******, and ******. We were ultimately convinced to purchase a condo due to the benefits that were promised to **, such as the equity in the condo transferring to the property for building our own home, a reduction in maintenance fees at the age of 70, and the ability to pass the contract to our children. However, since purchasing the condo, we have experienced several issues. For instance, during our stay, we found that the kitchen was not equipped with some of the necessary utensils needed to cook, and the dishwasher was broken but never repaired. We were forced to spend excess funds on airplane tickets, car rental insurance for ******, hotels, and meals, totaling $3,000.00 for each week we stayed at the resort. As retirees living on a fixed income, this financial burden has had a significant impact on our retirement funds.We are also concerned about the burden of leaving this property to our children, as they do not have an interest in taking over ownership of the condo. Due to our issues we deserve to have an immediate exit option from our contract

  Business Response

  Date: 05/24/2023

  Greetings,

  Please be advised that we are not able to locate your record with the information you've given. Please provide us your account number or contract number so we can further assist you. Thank you.
  

   

   

   

  Customer Answer

  Date: 05/24/2023

   
  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,
  
  ***************************************

  Business Response

  Date: 06/28/2023

  Hello **** *** and *******************************

  I am sorry to hear that you are not happy with your membership at ******************** and I understand there were certain gifts that were not delivered after your initial purchase.
  The gifts are normally managed by a third party company who provides us with those services and they are the ones who invited you out to take a tour of our resort back in 2018.
  I am sorry that we were not aware of this as I do not see any information about this in your contracts notes so I am not sure if you communicated this to Laguna ******************************* previously so we could provide a solution for you on this matter. 
  
  I apologize for any inconveniences during your visits to Laguna Shores with our condos during these last 5 years of being an owner with us, we do try to resolve all issues in a timely manner so our guests can enjoy their visit as much as possible so I am sure if you reported these to our front desk they would of taken action on the matter to provide a satisfactory solution.
  
  I was looking through our system and did not find any notes about any major issues during your stay with us so I am not sure if you did report these to our front desk? 
  We do ask you to please report any issues with our condos so we can move you to another unit or solve the issue at hand.
  
  I understand that you acquired your first initial contract with us on 04/26/2018 and from there proceeded to upgrade several times during the last 5 years now as we have 4 different contracts under your name. 
  The benefits you mention such as the equity in the membership transferring to the purchase of a lot with us to build your own home is a real benefit that you have stipulated in your contract along with the benefit of being able to receive a 40% discount if you pay your Maintenance fee in December of every year is also a real benefit stipulated in your contract, as is the ability to pass the contract on to your children if you wish. 
  
  I do apologize for the kitchen not being equipped with the necessary utensils to cook and about the issues with the dishwasher that you mention, this should have been resolved by our front desk and housekeeping team once they were aware.
  
  About your travel expenses, I am sorry but we do have a valid contract with a duration of 15 year which entitles you to 2 weeks per year at our resort in a 2 BR Villa Playa unit facing the beach which has certain benefits and responsibilities that you agreed and signed on your own free will and you were aware of our Resort's location when you purchased your initial membership in 2018. You have a fairly big balance pending on your account and have been delinquent with your payment since 2021 so I ask you to please communicate with us so you can be brought up to date on your payments or the company will be forced to send you to collections, this normally happens after 90 days of non payment but in your case your account has not yet been sent to collections because you were communicating with us and we hope we can come to an amicable resolution.
  
  Contract Number Property Contract Date
  BA104426042018 OC-4 1/100 2018-04-26
  BA136711022019 VP-45 1/100 2019-02-11
  FA182408112019 VP-45 1/50 2019-11-08
  VO221013062021 2BR **************** 2021-06-13    
  Please feel free to reach out to our ****************************** as soon as possible so we can help you start enjoying your contracts benefits once again.
  
  Thank you, have a great day!
  ***************************** *****
  Owner Services Manager 
  ********************

• Initial Complaint

  Date:05/09/2023

  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.

  my husband and originally invested in this in *******************. we purchased the PLATINUM ELITE, we as thousand dollars down and now have invested approx ********* placed around 80,000k USD total. Overall prior to this VERY happy with the timeshare. Our maintenance fees always were due in Nov etc. So COVID hits ** all, we CONTINUED TO PAY the monthly payment AND then maitinanace fees DESPITE with NO WARNING NO EMAILS nothing the resorts were CLOSED, fair enough! We couldn't fly, world locked down. We lost our business, so last year 2022 we fall behind. we are offered a "golden ticket" still super pumped, we now instead of ***** points a year have only ****, fine! we are PAID IN FULL! Eureka :) we've invested WAY more than we have received, also the Maintenance fees. So we sign this ticket deal Jan 2023 NOT NOVEMBER also why would we pay maintenance fees when the pandemic SHUT THE RESORT?????? that was ****** a year CDN So First Issue I book the penthouse in the Estancia. My best frind was widowed July 2020 so I take her i believe Oct 2020. We were almost killed. (I have MANY recordings, my concierge and my texts. You see the elevator was "maintained" with paint thinner. I was here to look at purchasing a local business, I did not however that local business woman was there and saved my and likely my other guests lives by getting us out. We were treated HORRIBLY and with NO recompense. The elevator maintinance man was fired the next day, i have that in writing. I should have received my points back and I have the DR ******* also. I smelled flowers had I gone to sleep my room and the entire living space was so full of these fumes coming in the room through the vents, that my oxygen would have exchanged with the poison and lights out (I have a science and phys degree dont bother) Fast forward, I am moved to palmar as my husband flew in because I was so sick. I can elaborate more, the story to follow was stupidly mishandled and its hard to speak about. I have ALL TEXTS NAMES everything so documented I can share So I am charged the maintenance fees while closed, then this golden ticket. So we start it Jan 2023 yet they want me to pay fees for NOVEMBER AND DEC 2022?I have so many emails back an forth emails of basic math. My PREVIOUS contract began sure Nov due date got it, but why on earth would I pay ANY 2022 dues for a 2023 contract> in addition to this I have now missed opportunities to see family due to not being able to book, i even agreed to concede, with ZERO RESPONSE for a month, and NOW after PAYING UP TO DATE AGAIN not even 2 ****** weeks late i cant book AGAIN! I want my fees for when it was not even OPEN and these people can steal someone else's money! They have EIGHTY THOUSAND DOLLARS OF MINE! Something has to give.Then I was told by the rep "they are out here of money" HUH? I have MANY documents perhaps after we chat i can find a way to upload the masses

  Business Response

  Date: 05/11/2023

  Greetings,

  ********* the *************** Manager have been in communication with this member, It was explained to the member how the Monthly Maintenance Fee  Plan works and gave her a 100%late fee waiver. The manager explained it in detail and the member agreed. Please see attached correspondence. Thank you.
  

   

   

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20036678
  
  I am rejecting this response because: Yup she explained the "math" many times.  Now we need someone that has the accreditation to do math to explain why I would pay 2022 fees for 2023?

   

  Also no recompense for the fees I paid when the resort was closed.  Also in addition to this the poisoning that I endured.  I have made a file for the other actions and I will upload them in their entirety by the end of the week
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/02/2023

  Greetings,

  Member's amendment was sent in August, it seems that she did not submit it right away being that it was not until December that we received it through Resortcom. Within the amendment it clearly states that yearly maintenance fee must be paid. Please see attached.
  

  
  As it was explained to the member, the monthly payments are an amnesty provided in good faith so that member doesnt make a full payment at once, but member was aware when signing that she had to pay the fee. We are already making an exception in waiving her original past due balance. Thank you.
  

• Initial Complaint

  Date:03/23/2023

  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 went on a vacation with this company and was satisfied, I paid **** dollars for another vacation, then Covid happened and we couldnt go. Now they tell me they can simply keep my money and I cant get any type of relief. Is there any hope for my money?

  Business Response

  Date: 03/23/2023

  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.

• Initial Complaint

  Date:03/13/2023

  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.

  I completely paid the purchase amount of my timeshare. I never used it although I secured it in ****. I surrendered the property by completing the document and having it notarized in 2018. I recently recently received a derogatory ****** on my credit bureau account because they sold it to ********* collections. The amount is a maintenance fee for a year well beyond when I surrendered the property.

  Business Response

  Date: 03/13/2023

  Greetings,

  In further review of the account, you have requested for Voluntary surrender documents back in Feb of 2018. However, to date we have not receive the required original copy of the signed and properly notarized forms in order for us to proceed with the cancellation. Even the documents you have attached are not signed and notarized. The account went to collections since you did not proceed and completed your cancellation request back in 2018. Thank you
  

   

• Initial Complaint

  Date:02/21/2023

  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.

  Becoming owners with Bel ******** is not a mistake we'd make twice. We were led to believe that this would make vacationing easier and more affordable for us. In good faith, we paid the loan off and continued paying the maintenance fees, but Bel ******** has not upheld their end of the bargain. The vacation experience they described to us has not panned out as expected. We've brought our grievances to Bel ******** and they have been incredibly dismissive and invasive. Then, they state an exception can be made, but we would need to present medical documentation to their board to make a decision about our account. There is no guarantee of release if we disclosed this information, so why would we request such intimate details from our doctors? We are both in our 70s and age related medical conditions aren't hard to fathom. The face they can make "exceptions" as they see fit lets us know that they have the means to terminate our membership without jumping through hoops. It is a deterrent from pursing termination - but we've included the ailments we're dealing below. I, *****, am dealing with with Irritable Bowel Syndrome, so frequent bathroom visits have become a part of my life. The best I can do is manage it as there is no cure. Bel ********'s locations are surrounded by sun and I cannot be exposed to the sun for long periods of time due to previous treatment of Melanoma (a type of cancer) in my right eye. ******* cannot deal with extended sun exposure either, as it causes him to develop a precancerous rash that requires medical treatment. ******* also cannot stand for extended periods of time due to gait/foot related issues. Truthfully, we believe this is an attempt to prolong this process and "wait us out". It would benefit both parties if we came to a mutual release agreement. Bel ******** would have a contracted week available for sale, and their efforts would no longer be wasted on attempting to collect funds from us and retaining our membership.

  Business Response

  Date: 02/21/2023

  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.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19437813
  
  We are rejecting this response because it does not attain the goal of an amicable release from the BelAir Contract including no monetary fees.  The purview of ResortCom includes Collections, and we continue to receive billing from the ************* in *********.  A Release is possible, as our other timeshare in ****** simply sent a Release to be signed and returned to them.  As stated in the Complaint, Release would also be in **********************************************'s best monetary interest with the rental week returned to inventory for resale. We consider this more of the delay tactics we have experienced for years.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/25/2023

  Dear **************, 

  Your initial email was sent on Oct 13th, 2022 and we replied to your request on October 24, 2022 , attached is the chain of email: 

  we replied and provided to you solution and all we asked that you provide a ************** which is the method to be able to sumit with our legal board so that any medical condition is mentioned and we could move forward to your request, if not we don't provide a cancelation of membership. 

  we nevered received a reply to our response , never.  until now that you are doing so through BBB when this should have been solved by now. 

  Let me know if you would like to move forward. 

   

   

  cordially, 

   

• Initial Complaint

  Date:02/15/2023

  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.

  My husband and I are requesting the immediate cancellation of our timeshare membership with Club Ancora, purchased through ResortCom. While the General Manager and additional sales representatives were eager to tell us all about the benefits of purchasing, they failed to properly elaborate on the true nature of what we were signing ourselves up for. They were only ready to get our signature on each piece of paperwork without ever explaining thoroughly what we were signing. Weve NEVER been able to use this timeshare and see no real benefits whatsoever. We were working with someone in that office about a resolution, I think, her name was *******, but the trail of communication stopped. The communication needs to continue until we reach a resolution.

  Business Response

  Date: 02/21/2023

  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.
  

• Initial Complaint

  Date:02/14/2023

  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.

  I paid off my account with them and they are improperly charging me interest. I have tried various times to have them fix it. I have a rep who asked for the info in email once we got off the phone and she just does not respond. To have them fix it and I keep getting the computer handles it and everyone plays dumb. I am attaching a PDF with my email dialog which also has screenshots of my statement. The amount of time already consumed on this is absolutely ridiculous. This is not rocket science, what they're doing is fraud and not fixing it just playing dumb. Court in *****, here we come...

  Business Response

  Date: 02/17/2023

  Greetings,

  Please provide us your account # or contract # so we can further assist you with this complaint. Thank you
  

   

   

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19402959
  
  I am rejecting this response because it's the only way I can respond.   Clearly you sent some canned response because all my info is attached.  You can see the *** with account number, history of a person I Was working with and statements and this is a BS response.   

  My account number is : ********  **************  ************

  RE-ATTACHING: Perhaps read it.
  

   

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

  Business Response

  Date: 02/21/2023

  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

• Initial Complaint

  Date:01/25/2023

  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.

  Constantly calls me and never listens when I tell them the names they're calling for have never been at this phone number. I have had this phone number for almost 15 years. It's not my fault someone used my number to do the stupid timeshare scams. I've explained the situation to them tons of times. I set my voicemail to say MY name. I've blocked their number. They still call! It alerts me every time. "Blocked call from [their number]." And they do the ridiculous call, hang up, call again c*** I have never traveled to ******. I have never attended a timeshare information meeting. Someone obviously scammed them and gave them my phone number instead of theirs at one of those scam timeshare information sessions. I can't get them to stop harassing me! It interrupts my job at work having my phone blow up with their calls.

  Business Response

  Date: 01/26/2023

  Greetings,

  Please be advised that the number given by the previous member was already deleted from the account. Thank you
  

   

  Customer Answer

  Date: 01/26/2023

   
  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:01/09/2023

  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.

  My account #**-33243 is over. It expired on its expiration date of 2023 and all contract weeks were used and paid for.When I received a bill in October I called customer service and was told to ignore the bill - it was in error - and would be corrected.Today I received another bill with late fees. THE CONTRACT IS OVER.

  Business Response

  Date: 01/10/2023

  Greetings,

  In review of the account, your membership expires on 12/31/2023 not 2022. Thank you
  

   

  Business Response

  Date: 01/27/2023

  Greetings,

  We have made efforts to reach the member. Member used their weeks and contractually obligated to pay even though their membership will expire end of year. As per notes and in transaction history, ************** still owes one of the two weeks on her account.
  
  What happened is that on 10/27/2020 she borrowed her two weeks of 2023 to book reservations, later that day, she called back to cancel and put the 2023 back in 23 and she got a refund on the maintenance fee payment.
  Later that year, in 12/1/2020 she borrowed and paid only ONE week to book a reservation, and on 12/21/2020 she booked a reservation using her second 2023 week, but this was not paid for at when borrowing.
  Please see attached maintenance fee billing history attached. Thank you