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:01/03/2023

  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.

  Today on December ******* I attempted to make a payment on my maintenance fee for my vacation club with occidental. Unfortunately they noted the account was in collections although I have paid a past due amount. This disables any ability the company may have to pay the current year 2022 and am thus being charged late fees with no ability to pay. I have a notice from resort recovery solutions employee ********************* stating my collection payment was successfully processed back in November 2022. The resortcom employee I spoke with today was rude and unprofessional and lacked active listening techniques to thoroughly understand my questions even regarding my main loan. Once I began asking questions on my maintenance fee the representative refused to listen to questions on my loan amount which has not been sent to collections and noted the maintenance fee report from the recovery solutions on average takes resort com 3-4 months to reflect. I am very upset they are charging me late fees despite my ability to pay and come current while denying me any meaningful customer service. I spoke with *************** call and she provided me with reassurance that her supervisor will check in, however resortcoms customer service needs to be addressed and my late fees need to be adjusted for their inability to gain access to my account and refusal to problem solve and find compromising solutions.

  Business Response

  Date: 01/06/2023

  Greetings,

  We have contacted the member and have advised that the late fees were waived and the only thing she owe is the 2023 maintenance fee and the system is now ready for online payment option. Thank you.
  
  

   

• Initial Complaint

  Date:11/09/2022

  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.

  A timeshare was purchased with the understanding you could bank your points for years you did not utilize the timeshare for up to 5 years. The contract had no stipulation stating you needed to call and specify how many years out to bank for. I banked my points in 2019 and 2020 only to find out someone set the expiration date for those points to 2021 and not the agreed upon 5 years. I called to have this fixed and was told that this is our business practice, if you dont tell us how long to bank them then it is only for one year. This statement still doesnt make sense considering someone set both 2019 and 2020 banked points to expire in 2021. This has never happened in the past and I have been an owner since 2015.

  Business Response

  Date: 11/10/2022

  Greetings,

  Our member **************** is aware about our dateline of banking points 11/1 and a supervisor ****** as courtesy all her expired points. All the points she had expired were in 2021 and I banked them out 5 years out.
  
  A supervisor talked to her about our Chat Team and Member RC Website.She will let the supervisor know via email the best time to schedule a call so she can explain to her how to bank/borrow points by herself directly on website.
  
  Points reconciliation has been submitted and will send it to her once we receive it.
  
  Member appreciated the clarification and follow up. Thank you
  

   

  Customer Answer

  Date: 11/10/2022

   
  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:11/01/2022

  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.

  We are writing this formal complaint against *********** due to their unwillingness to terminate our membership. *********** does not have their members' best interest. We have been faithful members of theirs since 2017. A lot has happened in the last few years, not to just us but the world we live in now. Between continuous COVID-19 outbreaks and the rising inflation of costs, this timeshare is not feasible. We are still recovering from the repercussions and again this timeshare is not our top priority.We have repeatedly explained that **** was injured on the job at his place of work in August of 2020. His employer contested the injury with no compensation, which continues to this day. This has made it financially difficult to continue these payments associated with the timeshare. Our hardships and concerns have been addressed with *********** and they do not seem to care. Is this the treatment a longstanding member deserves? It is disheartening, and their lack of cooperation deepens our desire to sever ties. Even if we had the funds, why would we want to maintain a membership with a company who has poor customer service and no heart for their members. We have not used this timeshare once since we purchased it. We do not understand why *********** wants to hold our membership hostage. We know it is well within the ***** of *********** to ***** our desire for termination and we will continue to pursue the termination of our membership through whatever channels necessary. Thank you.

  Business Response

  Date: 11/02/2022

  Greetings,

  Please be advised that the information you have given doesn't show an active membership with the club. Please provide an account number or contract number so we can further assist you. Thank you
  

   

   

   

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18328693
  
  I am rejecting this response because:
  

  Hello

  
  

  We have an account number of ******** and a CA # of **** which is the Villa Trial Membership Agreement.

  
  

  Please let us know what the next step would be.

  
  

  Thank you.

  
  

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

   

  Business Response

  Date: 11/09/2022

  Please be advised that account 35-25952 is no longer active.The membership shows it already expired  2018. Thank you

  Business Response

  Date: 11/10/2022

  In further review of the account 35-25952, it expires 2018. Thank you