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:07/17/2025

  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:07/17/2025

  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.

  Truthfully, I dont think anythings gonna get done. They already have one star reviews across the board ,and theyre allowed to stay in business. I purchase this membership 2020 we put it under the business name as a tax write off which they told us we could, we find out later-that is a lie. Everything they told us about the membership was a lie, all they were worried about was a sale, no need for a membership. You canThe first 2 to 3 years I had no issues conducting business and making changes and booking trips under the business name, all of a sudden no one will talk to me, Im told whoever sold me the membership shouldve asked for required documentation that Im listed under the business, they did not, this individual ***** ***** who is out of Mexico will not fix it, I personally went to the corporate office in ********* . They gave me no one with authority to fix the problem. They do not care that I was gonna file a complaint. they did not care that I was not gonna bring or recommend their business, they want me to pay $100 to change the name, I refuse to do that when are you guys gonna do something about this business? get the same rate booking on your own. All the person did today was push her lips together and not say anything. If I could give this back and get my money back, I would do it 10 times over and save everybody. I know headache and stress.

  Business Response

  Date: 07/21/2025

  Greetings,

  Please be advised that this BBB complaint got crossed with the resorts approval dated 07/18/2025  to waive the name addition fee for the members. Members were already informed and have agreed that they will submit the necessary requirement to proceed with their name addition request. Thank you  

  Business Response

  Date: 07/21/2025

  Greetings,
  Please be advised that this BBB complaint got crossed with the resorts approval dated 07/18/2025  to waive the name addition fee for the members. Members were already informed and have agreed that they will submit the necessary requirement to proceed with their name addition request. Thank you  

• 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:07/08/2025

  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.

  Our account was misrepresented to us, and we have been unable to reach a satisfactory resolution. During our trip in 2021, we were informed that our original contract was outdated, and that if we did not agree to an upgrade, we risked losing all the money we had already invested. Feeling we had no other option, we reluctantly agreed to the upgrade, but this has resulted in overwhelming financial hardship far beyond what was affordable under the original contract. We were told by company representatives that we could cancel the account at any time. We would now like to take this opportunity to exercise that option, but they have refused. Instead, they have only offered a downgrade as a solution, which would require us to use the funds already invested to pay for the downgrade and still leave us responsible for ongoing maintenance fees. While we recognize their effort to propose a solution, this does not resolve our concern, as we no longer wish to do business with this company. The drastic increase in maintenance fees is a major concern and not feasible for us. These fees have nearly tripled, despite assurances that they would remain stable. After the purchase, we received an unsolicited credit card with a $1,500 limit in the mail. We never applied for this card and were shocked that their representatives opened a credit account in our name without our knowledge or consent. The original agreement was described as a dream investment in vacations, but it has turned into a nightmare. Availability to use the property has been consistently limited, meaning we are paying exorbitant fees for little to no benefit. We want the account closed immediately, and receive a full refund for the money we have paid toward the upgrade.

  Business Response

  Date: 07/08/2025

  Greetings,

  Kindly see attached resort's BBB response. Thank you

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23553674
  
  I am rejecting this response because:Of what we had previously stated in our complaint,that the sales person informed us that if we did not comply with the offer that was presented to us that we could not use our previous contract because it was an old program that they don't use anymore and that we had to upgrade in order to continue using our membership
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/07/2025

  Greetings,

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

  Business Response

  Date: 08/08/2025

  Greetings,

  Please see attached BBB response for this complaint. Thank you 

  Customer Answer

  Date: 08/25/2025

  ****** Mndez,
  
  Thank you for responding to our concerns. While we appreciate the effort you have made to address our concern, we must reject your proposed resolution as it does not fully address or resolve the problems we have experienced. We do not wish to maintain any aspect of our membership, and the offer to downgrade does not align with our needs or expectations. We would like to point out that the welcome call you referenced was conducted nine days after we signed the account. This occurred after the recession period had already passed, so what choice did we have but to activate? We find this troubling because it sounds like the purpose of such a call was to review membership and contract documents so the customer can make an informed decision. How can we or anyone choose to activate the membership or not if that time has already passed?  You state that an additional purchase was not required, but we felt pressured and misled during the process. It seemed that the value and usability of our original purchase were obsolete, and upgrading was presented as the only viable way to benefit from your services. This caused significant frustration and left us concerned we were losing our initial investment. The rapid and drastic increase in maintenance fees, which have nearly tripled despite verbal assurances they would remain stable, is another serious issue. These escalating costs are unsustainable for us, and we relied on the assurances made by your representatives when signing the agreement, assuming their statements were accurately reflected. The failure to inform us about the opening of a credit card in our name without our consent is also deeply concerning. How often are you running peoples credit and opening accounts prior to their knowledge or consent?  Ultimately, the offer to downgrade does not address these concerns, particularly the maintenance fees or the inability to use the membership as originally promised. It is not a practical solution, and it does not remedy the sense of being misled and taken advantage of throughout this process. We believe that full membership closure is the only appropriate resolution at this time. We appreciate your willingness to eliminate the remaining loan and feel we are getting closer to a feasible resolution. We hope this matter can be resolved in a way that allows us to part ways amicably and permanently.
     

  Business Response

  Date: 08/26/2025

  Greetings,

  Please see BBB response attached from the resort. Thank you

• 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:06/11/2025

  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.

  This company has taken on the responsibility of collecting dues for ******* ************* and Split Rock ownerships. However, due to their lack of responsiveness, I am reaching out to ResortCom to seek a resolution. During my time as a member, I have found the information provided during my timeshare upgrade to be inaccurate, particularly regarding ownership and transferability. I was told the upgrade would release my former partner from the contract without her consent or presence, but this has not happened. Additionally, the maintenance fees have nearly doubled, creating financial strain for me and a potential future burden for my childrencontrary to what I was promised. I was assured the timeshare would provide flexibility and financial security, but so far, it has only been a costly expense with no benefit, as I have never used it. My attempts to contact Bel Air ************* about canceling my timeshare have gone unanswered. I am facing financial hardship and need immediate clarification on the status of my cancellation request. Please provide an update as soon as possible to help resolve this issue.

  Business Response

  Date: 06/11/2025

  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: 06/11/2025

   
  Complaint: 23452157
  
  I am rejecting this response because Ive found evidence online that shows ResortCom is able to cancel timeshares through a voluntary surrender (see attached). Why do I not have the same opportunity as others? 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/02/2025

  Dear *** ******,

  
  Regarding your complaint, I would appreciate if you could clarify what was promised and is now not being honored.
  Please note that the Vacation License clearly outlines the legally allowed annual increase.
  If you prefer, feel free to reach out to me directly at *************************************** be happy to assist you.
  Best regards,
  
  
  
  
  ******** ********* Gomez 
  ********************************************************* 
  Club Director
  ************
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23452157
  
  I am rejecting this response because:

  
  This timeshare was an upgrade from a previous timeshare also purchased at **********, and it was sold to us under a series of misleading promises that turned out to be far from the truth. We were told explicitly that if we upgraded, my previous signi?cant other would be completely released from the prior contract without any need for her authorization or presence. However, this was not the case, and this aspect of the agreement was not honored as promised. This was not accurately re?ected in the contract, and the sales agents failed to be transparent about the actual process and requirements involved.
  
  Additionally, we were assured that this timeshare would be a valuable investment in our future, comparable to owning property. The sales agents led us to believe that if we ever wanted to, we could sell the timeshare for a pro?t, further enticing us to agree to the upgrade. This was framed as a smart ?nancial decision that would yield bene?ts over time. However, the reality has been entirely different. ********** do not appreciate like property, and the resale market for these memberships is practically nonexistent. The idea of making a pro?t was entirely fabricated, and this was never clari?ed during the sales process or in the agreement nor were we warned to fact check the expert explaining the ownership to us.
  
  The sales presentation itself was highly aggressive and manipulative. I recall 3-4 different salespeople entering the conversation at various points. Some were there to provide reassurance, telling us repeatedly that we were making an excellent decision and that this was a unique
  opportunity. Others were more forceful, applying pressure to persuade us to move forward,
  emphasizing that we were in "good hands" and that this upgrade would simplify and improve our experience. At no point were the long-term ?nancial obligations, including the escalating maintenance fees, fully explained to us. The rush through the paperwork initiated by your team left us grazing over important information that would have contradicted what the agents explained to us. Again, we werent warned to make sure they told us honestly. All questions were asked and answered with the agents who pressured us to sign up. We assumed as anyone would that the
  paperwork re?ected their word.
  
  Since owning this timeshare, the maintenance fees have nearly doubled, placing a signi?cant and
  unexpected ?nancial strain on me. This is especially concerning since the burden of these fees will
  eventually pass on to my children, who had no part in agreeing to this arrangement. The sales agents
  never disclosed that this membership is a perpetual obligation that could become a severe ?nancial hardship for future generations. This critical detail was either intentionally omitted or downplayed during the sales process.
  
  Now, I ?nd myself facing ?nancial di?culties and no longer have any desire to maintain this timeshare. It has become something I have never once used and has proven to be nothing more than a waste of money. The promises made by the sales agents were not only false but entirely misrepresented the nature of this timeshare and the extent of its ?nancial impact. Had the truth
  been presented to me upfront, I would have never agreed to this arrangement. The entire experience
  has left me feeling deceived, burdened, and desperate to free myself and my family from this
  ongoing ?nancial nightmare.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/28/2025

  Dear *** ******,
  
  Regarding your complaint, I would appreciate if you could clarify what was promised and is now not being honored.
  Please note that the Vacation License clearly outlines the legally allowed annual increase.
  If you prefer, feel free to reach out to me directly at ************************************ Ill be happy to assist you.
  Best regards,
  
  
  
  
  ******** ********* Gomez 
  ********************************************************* 
  Club Director
  ************

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23452157
  
  I am rejecting this response because:

  This timeshare was presented to us as an upgrade from a previous one purchased at **********, with specific promises that were not kept. We were told that upgrading would release my previous significant other from the prior contract without requiring her authorization or presencethis did not happen as promised. Additionally, they claimed the timeshare would be an investment in our future, comparable to owning property, and assured us that it could be sold for a profit if we ever chose to. This, too, turned out to be untrue. Another critical issue was the failure to disclose that maintenance fees could increase over time. This was not explained verbally before the contract was presented, even though it was crucial information. These unfulfilled promises have led to significant frustration, and I will keep your contact information on hand should further discussion be necessary. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/08/2025

   

  Greetings,

  Please note that the Vacation License clearly outlines the legally allowed annual increase.

  
  Please feel free to reach out to me directly at *************************************** be happy to assist you.

  
  Best regards,
  
  
  
  
  ******** ********* Gomez 
  ********************************************************* 
  Club Director
  ************

• Initial Complaint

  Date:06/09/2025

  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.

  Despite multiple attempts to address these issues directly with BelAir/Split Rock and subsequently with ResortCom, I have not received a response or resolution to my concerns. My hope is that this complaint will encourage communication and allow us to work toward an amicable solution. The appalling condition of the *****************, the misrepresentation during the sales process, and the undue financial burden caused by this program have led us to no longer want to do business with them. During our most recent visit in 2023, we were horrified by the state of *****************. The rooms were filthy, unmaintained, and unsafe An air conditioning unit hanging precariously out of the window, an overall decayed and unsafe environment, and the resort resembling a one-star facility at best. The conditions were so unlivable that my family left early. In 2021, we had to cancel a trip. Despite having paid annual fees and high booking exchange costs, we lost nearly $1,000. The exchange system is overly restrictive, offering limited options that rarely align with desired schedules or locations. The swimming facility is often overcrowded due to being open to the public. The water park, which was supposed to come with free passes as part of ownership, instead charges additional fees, with only minimal discounts offered. Annual fees, membership charges, and other mandatory program costs have continued to climb while the quality of services has declined. Owners are pushed toward outrageously expensive "all-inclusive" packages, which cost more per person than independent vacations. The ownership was sold with assurances of flexibility and cancellation options if dissatisfied. However, we have been ignored. This has become a significant financial liability and source of stress for our family. We ask for the immediate termination of our membership and a full refund of the fees paid, including annual dues and any additional charges incurred over the years.

  Business Response

  Date: 06/09/2025

  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.

   

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23434969
  
  I am rejecting this response because:

  We appreciate ResortCom following up with us and reaching out to the property on our behalf. We reject the business response so that we can wait to hear back from them when they receive a response from the property. We hope that we can come to a final resolution soon. Thanks!
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/02/2025

  Dear Ms. **************** response to your complaint and after reviewing your account, I see that your last visit to the resort was in 2023. Since then, we have not received any further communication, concerns, or questions from you.
  
  Please note that the property changed administration in November 2020. At the time of the transition, we were fully aware of the challenges ahead, as the property was not in optimal condition. Since taking over, we have invested over $2,000,000 USD in improvements, and many of our members have clearly noticed the difference compared to prior years.
  
  Regarding your mention of Waterpark passes, kindly let us know if you have anything in writing or in your membership contract that refers to this benefit. We are not aware of any such agreement, but if you can provide supporting documentation, we will be happy to honor it.
  
  You also mentioned an issue related to exchanges. Are you referring to a situation with Interval International? If so, could you please provide more details? This will help us determine whether it is a matter on our end or one that should be addressed directly with Interval.
  
  I look forward to your response. If you prefer, you may contact me directly at *********************************************************.
  
  Thank you,
  
  ******** ********* Gomez 
  ********************************************************* 
  Club Director
  ************
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23434969
  
  I am rejecting this response because:

  I am writing in response to the correspondence submitted by ******** regarding our complaint. ***** reviewing the response, I must reject it as it fails to address our concerns accurately and thoroughly. ********'s statements are either blatantly untrue or reflect an alarming level of disorganization and poor record-keeping within the organization.
  For months, we made continuous efforts to resolve our issues directly with the company, all of which were ignored. Specifically:
  February: We emailed *********************************** and ******************************** but received no response.  
  March: We attempted to contact ************************************* with the same result: no response.  
  April: ***** receiving an update email from ResortCom, we reached out to ********************************************** time, we received an automated acknowledgment, but once again, there was no follow-up or resolution.
  Facing no other option, we felt compelled to escalate the matter to the Better Business Bureau for proper record-keeping and accountability.
  Your claims of investing $2,000,000 in improvements are entirely unsubstantiated based on our experiences. During our most recent stay at *****************, we were so dissatisfied with the conditions that we left early.The resort was in a deplorable state, including filthy and deteriorating rooms,a dangerously mounted air conditioning unit, and an overall environment that was unsafe and substandard, akin to a one-star facility. To call it unlivablewould not be an exaggeration. These conditions are a gross misrepresentation of what we were promised and are completely unacceptable. They also do not reflect the claimed $2,000,000 investment.
  ************* burden and operational shortcomings of the program have made this ownership experience torturous. Their policies offer no flexibility, hidden fees are never-ending, and there is a complete lack of support or empathy for the financial strain placed on members. In 2021, we had to cancel a planned trip, and despite already paying the annual fees and a high booking exchange fee, we lost nearly $1,000. The lack of refund or even flexibility in re-booking policies is unacceptable and demonstrates a lack of care for your owners. Exchanges are restrictive, impossible to utilize for partial weeks, and rarely align with when and where we want to vacation.Promises made during the sales process, such as free water park access, have proven to be outright lies.Instead, owners are expected to pay additional fees for facilities that should have been included in our membership. The overcrowded swimming facilities, the rising costs for all-inclusive packages, and the restrictive, nearly impossible-to-use exchange programs all make your ownership offering devoid of any value.
  We have endured broken promises since the start, including misleading sales pitches about flexibility, ownership perks, and cancellation rights. Now, as we request to close our account, we have been refused at every turn. The level of deception weve experienced is staggering and entirely discouraging.
  At this point, we demand the immediate termination of our Split Rock Resort membership and a full refund for all fees and payments we have made, including annual fees and additional charges. This is the only appropriate resolution after years of mismanagement, misleading practices, and subpar products. We also request that all further communication regarding this matter remain through the BBB, as previous attempts to directly contact your team have gone unresolved.
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 08/11/2025

  Greetings,

   

  Please be advised that this account is in further review. We will update you with any new information gathered. Thank you for your patience. 

   

  Sincerely,

  
  ******** ********* Gomez 
  ********************************************************* 
  Club Director
  ************

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23434969
  
  I am rejecting this response because:

   it states you have to respond within 14 days. The issue is not yet resolved so, you are rejecting, waiting for the business to respond.

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

  Business Response

  Date: 08/12/2025

  Greetings,

  Thank you for your feedback and reply. We understand your concerns and would like to address them in a clear and respectful manner.
  Firstly, we would like to clarify that we are not responsible for the actions or representations made by the salesperson who initially assisted you with your purchase. It is important to note that the resort has undergone significant changes and improvements since 2020. At that time, the property was in much poorer condition, and we are proud of the extensive renovations that have been made to enhance the experience for all our owners. We believe that these updates reflect our commitment to providing a high-quality vacation experience.
  While we understand that your focus may be on canceling your account, we would like to emphasize that we genuinely prefer to have satisfied owners who enjoy their ownership, especially as the resort continues to evolve. It is disheartening when owners choose to cancel without fully appreciating the improvements we have made, and we are genuinely sorry that you feel this way.
  We would also like to make it clear that we have not breached the contract in any way. Our actions have remained in full compliance with the terms agreed upon, and we have consistently worked to honor our commitments to all our owners.
  That being said, we respect your decision to request a cancellation. However, please be aware of the following terms:
  Vacation License Payment: The payment for your vacation license was made to the previous administration, and as such, we are unable to offer any refunds for this portion.
  Annual Fees: The annual fees you have paid are non-refundable, as they correspond to the nights you have already utilized at the resort.
  If you would like to move forward with the cancellation, please let us know. We will then prepare a formal cancellation letter for you to sign, in coordination with our legal department.Please note that the cancellation fee registered with the U.S. Attorney for this process is $5,000. Once you're ready to proceed with the payment, we will promptly send you the letter for your signature.
  We understand that this may not be the resolution you were hoping for, but we hope this explanation clarifies our position. We are committed to improving the experience for all our owners and hope that, despite this, you will reconsider your decision to cancel your account.
  Should you have any further questions or require additional clarification, please feel free to reach out to us directly.
  Kind regards,
  
  
  ******** ********* Gomez 
  ********************************************************* 
  Club Director
  ************
  

• 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.