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:01/10/2025

  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.

  Besides that many of the complaints here are true. I have encountered to another issue with them today. Despite my payments are in auto mode, I was charged for late fee, since the credit card payment didnt go through for been expired. As a customer service, they should have notified me about it and problem would of have been resolved. However they charged me a late fee for almost $300. Im a senior citizen and called to let them know I had auto payment and I should have been informed before to avoid late fees. My record its clean and have an excellent credit history. So, I kindly requested the late fee be removed. She replied that is not their responsibility to let me know and in a very rude attitude. That I needed to pay or will get a higher fees. Please, all I ask is to be reasonable about it. Thank you all for your help. Very appreciated.

  Business Response

  Date: 01/14/2025

  Greetings,

  Kindly provide your account # or contract # so we can further assist you and we are not able to locate your record with the contact information you've given . Thank you
  

   

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22793957
  
  I am rejecting this response because:

  It says they cannot find my information and or account ? 
  Thank you to BBB for all the help I have received in this case. I truly appreciated it the quick response and awesome communication. Very grateful to all of you for doing this, specially we, senior citizens. Have an amazing year. 
  
  Sincerely, 
  
  ******* *********

  Business Response

  Date: 01/15/2025

  Greetings,

  Unfortunately the contact information that you've provided does not match our record. As previously mentioned, we do need your account # or contract # so we can further review your complaint. Thank you. 
  

• Initial Complaint

  Date:01/09/2025

  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.

  Back on December 20, 2022 we purchased what we were told isn't a timeshare from the ********************* Sometime later when trying to book a vacation at the resort it became apparent that we were lied to about how the points system at this resort work. It's 2025 and if we tried to book a vacation today, we wouldn't have enough points for one day. Add to this that all-inclusive is at an added cost. The total amount for this package is $7,324, but if we were to book a stay as owners, we would pay more than simply booking a stay via a travel ********** part of the deal we were promised free membership to a travel concierge company that is worthless, as simply using Expedia would be easier. Trying to utilize any of the benefits of owning a Tafer Residence membership requires the ability to make sense of the nonsensible. We are trying to either cancel or request a reduced buyout for the remainder of the balance owed as this has become a financial burden without any benefits.

  Business Response

  Date: 01/27/2025

  Greetings,

  Please see resorts BBB response attached. Thank you
  

   

• Initial Complaint

  Date:12/27/2024

  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.

  Myself and my friend **** ********* purchased a timeshare on October 2rd 2024 at total cost of $12946 twelve thousand nine hundred and forty six dollars. We made a deposit of $3445 However, we discovered that the company made an unauthorized charge of $2,500 on Marys new credit card on October 9, 2024. On November 14, we requested the cancellation of our contract and expressed our desire to discontinue our relationship with this business partner due to their unpredictable and questionable billing practices. The company suggested an investigation into the matter, but we are still awaiting the results.

  Business Response

  Date: 01/23/2025

  Greetings,

  Please be informed that we have attempt to reach the member. We have not process additional charges to their card from our business and we are requesting for them to contact us to clarify. Thank you
  
  
  
  ****** *****
  Director of *************** & Collections
  Tafer Resorts
  
  PH ******************
  ***/CAN **************************
  ********************************************************      
  **************************
  ****. a *******************. 7.5 ***************, ************;     

  Customer Answer

  Date: 01/28/2025

  Dear Sir, 
  Thank you for the update on my report. The response from the Tafers representative is completely false. Because, as far as I know, we never received any response to any of the emails sent by myself and Dr **** ********* who is the primary account owner. Therefore, I want to suggest that you request evidence of their communication attempts, especially by email. 
  Dr **** had requested they send all communication to both of us via email, since she was traveling for a period of time.But there hasnt been any email from them since, and i personally havent received any call from them either. 
  I also want to clarify that the complaint is not duplicate as Dr **** ********* with complaint number ******** is a co-signer and primary account holder and she actually has more evidence to support the complaint since the unauthorized changes were made on her credit card, following the initial deposit. Therefore I will appreciate it if updates regarding this complaint can be sent to both of our emails. Myself and **** ********* ( ****************************)so she can respond accordingly. I have forwarded the update to her and she was asking if there is an email address that she can CC you on an email she wants to send to the contact person you have provided ****************************** )     
  
  Best regards 
  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22721918
  
  I am rejecting this response because:
  

  Dear Sir, 
  Thank you for the update on my report. The response from the Tafers representative is completely false. Because, as far as I know, we never received any response to any of the emails sent by myself and Dr **** ********* who is the primary account owner. Therefore, I want to suggest that you request evidence of their communication attempts, especially by email. 
  Dr **** had requested they send all communication to both of us via email, since she was traveling for a period of time.But there hasnt been any email from them since, and i personally havent received any call from them either. 
  I also want to clarify that the complaint is not duplicate as Dr **** ********* with complaint number ******** is a co-signer and primary account holder and she actually has more evidence to support the complaint since the unauthorized changes were made on her credit card, following the initial deposit. Therefore I will appreciate it if updates regarding this complaint can be sent to both of our emails. Myself and **** ********* ( ****************************)so she can respond accordingly. I have forwarded the update to her and she was asking if there is an email address that she can CC you on an email she wants to send to the contact person you have provided ****************************** )     
  
  Best regards 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/27/2025

  Greetings,

  Please be advised that we found the additional charge made; it was pending to identify, and we will immediately refund to the same card used.
  
  However, this situation is independent; they signed a legally binding agreement, so the contractual obligations and rights stand.
  
  Thank you,
  *****
  
  ****** *****
  Director of *************** & Collections
  Tafer Resorts
  
  PH ******************
  ***/CAN **************************
  ********************************************************      
  **************************
  ****. a *******************. 7.5 ***************, ************;     

  Customer Answer

  Date: 03/10/2025

  Dear Sir/Madam,
  The ******** by the business representative is not satisfactory in the sense that their actions for the past 6 months indicate a breach of trust in our agreement with them, leaving us with no choice but to discontinue doing business with them. The negative impact coming from the unauthorized charge on Marys credit history and their lack of timely communication since October ****************************************** the companys billing practices, and therefore we request that the company will process  cancellation without any further obligations on our part.
  
  Please find below additional email ******** from **** *********(BBB Complaint number ********) sent  to ****** ***** and her supervisor ****** *******
  
  Dear Mr. ****** *******:
  "I understand that youve been involved in this matter, and I appreciate the efforts you and Ms. ***** have made in discussing it. It is my hope that, after hearing my side of the story, you will be able to empathize with my situation and understand my plight."
  
  
  I hope this message finds you well. I am writing to follow up on your letter dated February 27, 2025, from Ms. ***** ******, regarding the ongoing issues we have faced since beginning a relationship with Tafer Residence Club.
  Given the significant hardship, time, and damages we have experienced, contract cancellation is the only viable option. Within the first ten days of this arrangement, my financial position began to suffer due to unauthorized charges to my credit cardcharges that were initially denied, later described as pending, and only acknowledged months after the fact. This delay resulted in negative, irrevocable damage to my FICO score due to the elapsed hold time on the credit card payment by the credit card company.
  This situation, compounded by the lack of timely ******** and accountability, has severely undermined my confidence in continuing this business relationship. My financial credibility, built over 69 years, has been significantly impacted, with my FICO score dropping by over 50 points. Given these circumstances, I cannot justify maintaining any association or agreement with *********************
    I acknowledge your confirmation that the unauthorized $2,500 charge was processed by your company and that you have agreed to issue a refund. However, in light of the broader issues I have encountered, I am seeking a resolution that includes the return of my deposit and the full cancellation of my contract, with no further obligations.
  The challenges I have faced, including the loss of time, financial stability, and trust, make it clear that continuing under these circumstances is not feasible. I would appreciate your prompt attention to this matter and request a timely ******** outlining the next steps to facilitate an immediate resolution.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22721918
  
  I am rejecting this response because:
  

  Dear Sir/Madam,
  The response by the business representative is not satisfactory in the sense that their actions for the past 6 months indicate a breach of trust in our agreement with them, leaving us with no choice but to discontinue doing business with them. The negative impact coming from the unauthorized charge on Marys credit history and their lack of timely communication since October ****************************************** the companys billing practices, and therefore we request that the company will process  cancellation without any further obligations on our part.
  
  Please find below additional email response from **** *********(BBB Complaint number ********) sent  to ****** ***** and her supervisor ****** *******
  
  Dear Mr. ****** *******:
  "I understand that youve been involved in this matter, and I appreciate the efforts you and Ms. ***** have made in discussing it. It is my hope that, after hearing my side of the story, you will be able to empathize with my situation and understand my plight."
  
  
  I hope this message finds you well. I am writing to follow up on your letter dated February 27, 2025, from Ms. ***** ******, regarding the ongoing issues we have faced since beginning a relationship with Tafer Residence Club.
  Given the significant hardship, time, and damages we have experienced, contract cancellation is the only viable option. Within the first ten days of this arrangement, my financial position began to suffer due to unauthorized charges to my credit cardcharges that were initially denied, later described as pending, and only acknowledged months after the fact. This delay resulted in negative, irrevocable damage to my FICO score due to the elapsed hold time on the credit card payment by the credit card company.
  This situation, compounded by the lack of timely response and accountability, has severely undermined my confidence in continuing this business relationship. My financial credibility, built over 69 years, has been significantly impacted, with my FICO score dropping by over 50 points. Given these circumstances, I cannot justify maintaining any association or agreement with *********************
    I acknowledge your confirmation that the unauthorized $2,500 charge was processed by your company and that you have agreed to issue a refund. However, in light of the broader issues I have encountered, I am seeking a resolution that includes the return of my deposit and the full cancellation of my contract, with no further obligations.
  The challenges I have faced, including the loss of time, financial stability, and trust, make it clear that continuing under these circumstances is not feasible. I would appreciate your prompt attention to this matter and request a timely response outlining the next steps to facilitate an immediate resolution.

   

   

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/14/2025

  Mrs. *********,

  
  I have reviewed this case ongoing with ******, I do understand the frustration but do not see any justification to cancel and refund monies on this membership.
  My recommendation would be to use the membership so that you can really evaluate the value of what you have purchased and the years of memories and wonderful vacation experiences ahead.
  
  ****** *******
  Vice President
  Tafer Resorts

  Customer Answer

  Date: 03/25/2025

  Dear Nogales ,
  
  
  Thank you for your efforts in attempting to assist both parties. The business response is still not satisfactory because l think it is unfair and unreasonable for the business to ask us to continue doing business with them, in spite of the lack of trust and irrevocable financial damage they have caused Marys credit history.They have seriously undermined our trust in their billing practices, therefore we can no longer continue to  do  business with them.

  We will therefore appreciate if the business representative will reconsider our request to end the contract on a reasonable note.

   Best regards 

   

  ***** **** & **** Edosomwan 

   

  
  
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22721918
  
  I am rejecting this response because:

  Dear Nogales ,
  
  
  Thank you for your efforts in attempting to assist both parties. The business response is still not satisfactory because l think it is unfair and unreasonable for the business to ask us to continue doing business with them, in spite of the lack of trust and irrevocable financial damage they have caused Marys credit history.They have seriously undermined our trust in their billing practices, therefore we can no longer continue to  do  business with them.

  We will therefore appreciate if the business representative will reconsider our request to end the contract on a reasonable note.

   Best regards 

   

  ***** **** & **** Edosomwan 

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/09/2025

  Greetings,

  This will be our final response to this case.
  Thank you,
  ******
  
  
  ****** *****
  Director of *************** & Collections
  Tafer Resorts
  
  PH ******************
  ***/CAN **************************
  ********************************************************      
  **************************
  ****. a *******************. 7.5 ***************, ************;     

  Business Response

  Date: 04/09/2025

  Copy of invoice attached
  

• Initial Complaint

  Date:12/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 2, 2024, my friend ***** **** and I purchased a timeshare for a total cost of $12,946. (TG00009150000). A deposit of $3,445 was made on a new credit card under my name. However, we discovered that the company made an unauthorized charge of $2,500 on the new credit card on October 9, 2024.On November 14, we requested the cancellation of our contract and expressed our desire to discontinue our relationship with this business partner due to their unpredictable and questionable billing practices. The company suggested an investigation into the matter, but we are still awaiting the results.

  Business Response

  Date: 12/30/2024

  Greetings,

  Please be advised that this complaint is related and is a duplicate complaint with the information below. This account will be under review and we will update you of any new information received. Please close this complaint to avoid confusion. Thank you.
  

  34-38823/ KING & EDOSOMWAN/ BBB Serving Southern Nevada, Consumer Complaint #********

  Customer Answer

  Date: 01/24/2025

  Hello Sir: 

  Subject: Follow-Up on Complaint ID: ********
  Dear sir:
  I am writing to follow up on complaint ID: ********. Please note that this is not a duplicate issue, as it involves two peopleMs. **** and myselfwho are both co-signers of the business deal in question. The company inappropriately charged the credit card on file with unauthorized payments, thereby undermining our trust and ability to continue our business dealings with them.
  I previously requested that the company *********************************** respond to me in writing via email with their findings, but I have yet to receive any information.
  Could you please provide an update on the status of this complaint at your earliest convenience?
  Thank you for your attention to this matter.
  Sincerely,

  Dr. **** *********

  ______________________________________________________________________________________________________________________

  Please see below info requesting the report of Fafe investigation result to be emailed to me:

  **** Edo <****************************>
  Mon, Dec 9, 2024, 9:09?PM
  
  
  
  to *****.******, memberservices, mnarvaez, *****
  
  
  
  
  Subject: Follow-Up on Contract Cancellation Request
  Dear Member Services,
  I am writing to follow up on our contract cancellation letter concerning the unauthorized charge of $2,500.00 to my credit card.
   Given my travel schedule during this holiday period, I requested that all communicaiton should be via email.
  Thank you for your attention to this matter.
  Sincerely, 
  
  
  Dr. **** ********* & ***** ****

   

  Business Response

  Date: 01/27/2025

  Greetings,

  Please see resorts response below which is the same information we sent in referenced to complaint # ********. Thank you.

  
  Please be informed that we have attempt to reach the members. We have not process additional charges to their card from our business and we are requesting for them to contact us to clarify.
  
  
  
  ****** *****
  Director of *************** & Collections
  Tafer Resorts
  
  PH ******************
  ***/CAN **************************
  ********************************************************      
  **************************
  ****. a *******************. 7.5 ***************, ************;     

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22721916
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/11/2025

  Greetings,

  As mentioned on the identical complaint # ********, Yes, Mr. ******* and I are in communication with the member to reach a resolution to the complaint.
  
  Thank you,
  

  ****** *****
  Director of *************** & Collections
  Tafer Resorts
  
  PH ******************
  ***/CAN **************************
  ********************************************************      
  **************************
  ****. a *******************. 7.5 ***************, ************;     

   

   

  Customer Answer

  Date: 03/12/2025

  Dear Mr.****:
  We remain optimistic that, with your cooperation, we can work towards a favorable outcome. However, the lack of transparency, absence of accountability, and the severe damage caused to my credibility in the credit world are deeply concerning and must be addressed.

  
  The letter below was sent to Mr. ****** 3/9/25 cc Ms. ****** *****:
  I hope this message finds you well. I am writing to follow up on your letter dated February 27, 2025, regarding the ongoing issues we have faced since beginning a relationship with Tafer Residence Club.
  Given the significant hardship, time, and damages we have experienced, contract cancellation is the only viable option. Within the first ten days of this arrangement, my financial position began to suffer due to unauthorized charges to my credit cardcharges that were initially denied, later described as pending, and only acknowledged months after the fact. This delay resulted in negative, irrevocable damage to my FICO score due to the elapsed hold time on the credit card payment by the credit card company.
  This situation, compounded by the lack of timely response and accountability, has severely undermined my confidence in continuing this business relationship. My financial credibility, built over 69 years, has been significantly impacted,with my FICO score dropping by over 50 points. Given these circumstances, I cannot justify maintaining any association or agreement with *********************
    I acknowledge your confirmation that the unauthorized $2,500 charge was processed by your company and that you have agreed to issue a refund. However, in light of the broader issues I have encountered, I am seeking a resolution that includes the return of my deposit and the full cancellation of my contract, with no further obligations.
  The challenges I have faced, including the loss of time, financial stability, and trust, make it clear that continuing under these circumstances is not feasible.I would appreciate your prompt attention to this matter and request a timely response outlining the next steps to facilitate an immediate resolution.
  Yours sincerely
  Dr. **** ********* & ***** ****

  
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22721916
  
  I am rejecting this response because:
  

  Dear Mr. *********** remain optimistic that, with your cooperation, we can work towards a favorable outcome. However, the lack of transparency, absence of accountability, and the severe damage caused to my credibility in the credit world are deeply concerning and must be addressed.

  
  The letter below was sent to Mr. ****** 3/9/25 cc Ms. ****** *****:
  I hope this message finds you well. I am writing to follow up on your letter dated February 27, 2025, regarding the ongoing issues we have faced since beginning a relationship with Tafer Residence Club.
  Given the significant hardship, time, and damages we have experienced, contract cancellation is the only viable option. Within the first ten days of this arrangement, my financial position began to suffer due to unauthorized charges to my credit cardcharges that were initially denied, later described as pending, and only acknowledged months after the fact. This delay resulted in negative, irrevocable damage to my FICO score due to the elapsed hold time on the credit card payment by the credit card company.
  This situation, compounded by the lack of timely response and accountability, has severely undermined my confidence in continuing this business relationship. My financial credibility, built over 69 years, has been significantly impacted, with my FICO score dropping by over 50 points. Given these circumstances, I cannot justify maintaining any association or agreement with *********************
    I acknowledge your confirmation that the unauthorized $2,500 charge was processed by your company and that you have agreed to issue a refund. However, in light of the broader issues I have encountered, I am seeking a resolution that includes the return of my deposit and the full cancellation of my contract, with no further obligations.
  The challenges I have faced, including the loss of time, financial stability, and trust, make it clear that continuing under these circumstances is not feasible. I would appreciate your prompt attention to this matter and request a timely response outlining the next steps to facilitate an immediate resolution.
  Yours sincerely
  Dr. **** ********* & ***** ****

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

  Business Response

  Date: 03/14/2025

  Mrs. *************** have reviewed this case ongoing with ******, I do understand the frustration but do not see any justification to cancel and refund monies on this membership.
  My recommendation would be to use the membership so that you can really evaluate the value of what you have purchased and the years of memories and wonderful vacation experiences ahead.
  
  ****** *******
  Vice President
  Tafer Resorts

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22721916
  
  I am rejecting this response because: 

  Subject: Request for Contract Termination
  Thank you for your recent letter. Attached is our most recent correspondence addressed to the Tafer Residence club.
  We remain hopeful that the Better Business Bureau (BBB) will act in good faith to terminate this contract favorably, considering the hardships and deceptive charges incurred during the first five business days of the agreement. It took over four months for these fraudulent activities to be acknowledged, resulting in significant damage to my FICO scorea situation that may take considerable time, if ever, to resolve fully.
  We trust that these critical factors will be given due consideration as part of the resolution process.
  Sincerely,

  
  **** ********* & ***** King 

  Also see attachments

  Business Response

  Date: 04/23/2025

  Thank you for reaching out and for allowing us to address your concerns. We appreciate your communication regarding this matter. The issue here is unchanged. Membership will not be canceled, and members' contractual obligations stand.
  To clarify, membership was purchased and activated, and payments were made in accordance with the agreed contract terms.
  Regarding the charge made to the credit card, the customer did not send us the proof of charge until February, when we immediately refunded it, invoice #********.
  We regret that the member feels dissatisfied with the outcome.
  We value our members and always strive to operate with integrity and fairness. As previously mentioned, it is important to note that members signed, activated, and agreed to their membership.
  Timeline: October/23/2024, the member requested cancellation, it was informed that it would be escalated, the request was denied due to an active loan. On 10/30/2024, the member called about the extra charge of $2500 USD. There was no charge posted on the account. It was not until February 2025 that the member sent the proof of the charge. It was identified as a pending post charge and refunded immediately. The member requested the cancellation and opened a complaint with you. 03/10/25, we advise that this is not a reason to cancel the contract. The loan must be paid in full if they want to cancel the agreement. We invite them to continue with the program and use the membership to evaluate the value of their purchase and the years of memories and wonderful vacation experiences ahead.
  The company will not cancel a valid contractual obligation because the members decide they do not want their agreement. Members should immediately contact member services to update their accounts and ensure they are in good standing to enjoy the wonderful vacations their contract provides them, as their loan and maintenance fee accounts are past due.
  ___________________________
  ****** *****
  Director of *************** & Collections
  Tafer Residence

  Business Response

  Date: 04/23/2025

  Please see invoice attached. Thank you

• Initial Complaint

  Date:12/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father and step mother were coerced into entering into a deal with *********************** after attending one of their seminars. They tried multiple times to get out of the deal, but were elderly with health conditions and didn't understand. My step mother passed away in 2022, and my father was diagnosed with brain cancer later that year. Up until this time, he had paid his yearly fees in a timely/prompt manner and owed nothing to the company. He passed away in January of 2024 and upon receiving the bill for his 2024 maitenance fee in December of 2023, I contacted the company and let them know that my father was dying and I would not be paying a bill for the upcoming year, because he would never be traveling there again. They said they could not cancel his membership until he passed. Upon his passing in January, I notified them and provided them with a copy of his death certificate. DESPITE THIS, I have been harassed for over a year now with bills from the company expecting me to pay a maintenance fee for two deceased individuals for 2024. It is emotionally wrecking to receive these bills over and over and be reminded of my father's passing. They are asking me for a copy of my step mother's death certificate, which I do not have, nor will I take the time to do. Maybe they can HARASS her family for her death certificate and send them monthly reminders of her death, because she is not my family member. If this harassment does not cease, I will be retaining a lawyer immediately. No family should be put through this when their loved one passes. I wish all contact from this company to cease immediately. They took advantage of my father and step mother while they were alive, they shouldn't be allowed to do so after their passing.

  Business Response

  Date: 12/30/2024

  Greetings,

  We are sorry for your loss. Please be advise that in order for us to cancel the account, we do need copies of both member's death certificate. Also, we only call the number on file which we believe is members phone number. The maintenance bill was mailed to the members address. Thank you
  

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sent multiple emails since May to ResortCom and Villa Del Mar requesting a supervisor reach out to us about the following issues, but have received no response to our urgent request to terminate our timeshare. Our salesperson, "Junior," never informed us about additional fees on top of the monthly mortgage. He assured us that once it was paid off, we could enjoy lifelong vacations at no extra cost. When we discovered this discrepancy, we tried contacting Junior, but it was difficult as he never provided his last name. We even attempted to reach him on WhatsApp, but he never responded. We paid a $4,000 down payment and have paid nearly $5,520 on the mortgage. We are seeking a FULL refund of our $9,520 and requesting the release documents immediately. Its upsetting to realize that we were misled for Juniors personal benefit, only to be ignored after he promised to be available for any questions.If we faced this kind of treatment in any other business, it would have been resolved by now.Going six months without communication on such a serious matter is unacceptable. Junior lied about availability, claiming it was easy to reserve anytime. We were denied usage because we were told we had to pay off the down payment first, which was never discussed. During the 90-minute presentation, we wanted to leave to enjoy our vacation, but Junior insisted we stay. It ended up taking about four hours with our kids present, who became hungry, tired, and fussy.Junior went to discuss pricing with a manager as we were unhappy with the cost and wanted to leave. We were pressured intensely, being offered more points at half the price because someone had upgraded giving up their old timeshare. We then felt we were securing something beneficial for our family's future. If others were able to relinquish their timeshare when we signed up, why can't we do the same? We seek to terminate this agreement and request a refund

  Business Response

  Date: 01/07/2025

  Greetings,
  
  
  Mr. and **** ****** were invited to attend our sales presentation on May 30th, 2022. As part of the presentation, they received 320 USD as a gift, plus a complimentary breakfast for the family. 
  
  They signed the legal contract on May 30th, 2022. They were aware of the company's cancellation rights, which indicated that the Member had five business days to cancel the contract after signing it. However, this option has already expired. 
  

  Business Response

  Date: 01/07/2025

  Please see continuation of our BBB response. Thank you.

   

  On 06/16/2022, Mrs. ****** received a call to activate her contract. During this call, our administration company reviewed all the essential information related to her legal agreement, including financial information on the membership. Mrs. ****** confirmed that all the receiving information was correct, so the account was activated afterward. 
  
  Part of the information the member receives in writing includes a list of telephone numbers each Member can call to receive attention.The company has an expert *************** team that takes appropriate action regarding any special requests the member has and an expert reservation department.
  
  The Members were informed about any extra fees they needed to pay monthly, or the late fees that needed to be covered in case of late payment will be late. 
  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22711669
  
  I am rejecting this response because:
  The expert member services team has not responded once to any of my emails since May.
  Why not?
  The contract is not the sales agent who explained this timeshare business to us. So again, I say
  to you, Junior, our sales agent, never informed us about any additional fees beyond the
  mortgage. He assured us once it was paid off we would enjoy lifelong vacations at no extra
  cost.
  We contacted Junior through his WhatsApp but never received a response. Why did Junior
  ignore us too?
  Is it normal to pressure people with kids who ready to leave these meetings once the 90
  minutes is up to stay and to listen more?
  If others were able to relinquish their timeshare when we signed up, why cant we do the same?
  Answer our questions.
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/20/2025

  Greetings,

  In further review, the resort will allow membership cancellation. Please see attached Voluntary Surrender forms for members to complete and submit. Thank you
  

• Initial Complaint

  Date:12/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We initiated our membership with the promise of a set week each year, which sounded appealing, but have had numerous challenges and unfulfilled promises. We have been obligated to attend annual "update meetings" supposed to last 60 to ************************************************* required follow-ups the next day. These sessions have high-pressure sales tactics, making us feel overwhelmed. On one particular occasion, a sales representative left the meeting in frustration, disrespectful, and dismissive. In 2019, an upgrade was forced upon us, creating a considerable financial burden. We tried to rescind this decision, but we were coerced into proceeding with the upgrade due to alleged irreversible progress in paperwork and a threat of losing our fixed week. This left us with limited options and increased financial obligations. My husband passed, causing this timeshare to be an even greater financial burden. Please allow us to terminate our membership, along with receiving a refund for the 2019 upgrade and all subsequent payments. We are prepared to provide any further information necessary to support this request

  Business Response

  Date: 12/05/2024

  Dear Mrs. *************
  This is ********* ******* from ***********************. I want to speak with you. I called you at ************ and left a voice message. 
  
  I would appreciate your answer and the best time to call and review your Villa Del Palmar Contract. 
  
  I hope you have a great day. 
  
  Best regards 
  
  
  ********* ******
  Developer Representative ****************** Loreto and *************** Manager
  ********************************************************** ******************
  ****************************
  **********************

  Business Response

  Date: 01/14/2025

  Greetings,

  Please see Voluntary Surrender forms for member to complete and submit so we can proceed with account ******* cancellation process. The attachment was also sent to member's email. Thank you.
  

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:

  From: **** ***** <*****************************************************************************************************************>
  Date: Tue, Jan 28, 2025 at 6:50 AM
  Subject: Regarding Complaint ID: ******** Rejecting Response-Issue Partially Resolved
  To: ******************************************************************************************************************************************* <*******************************************************************************************************************************************>
  

  
  
  

  Business Relations Administrator/Ms. *******/ Tafer Resorts,
  
  Thank you for your response and for taking the time to review my concerns. I truly appreciate the Voluntary Surrender of Membership paperwork for ******* that you sent. I have also received a letter dated 01/10/2025, discussing your amnesty program for account number ********. It appears that the Voluntary Surrender provided only partially eliminates our obligations to you.
  
  We want all accounts and contracts associated with **** *****, **** *****, ***** ****** and ********* ****** to be closed. Please provide us with the additional necessary paperwork to surrender our entire ownership to you.
  
  We would like to proceed with the Voluntary Surrender for *******, we just want to surrender the rest of our ownership as well. To effectively close *******, we had a question related to the paperwork. There are only two places for signatures on the paperwork provided. There are more than two of us that need to sign. Where would you like the additional signature, or do you have an additional signature page to send? Also, **** C. ***** is listed on the Voluntary ******** paperwork, but he is deceased. Do you only need a copy of his death certificate to proceed?
  
  Please let me know how we need to proceed. We must get the entire ownership closed. This ownership has caused us financial stress and we are not able to maintain it. As mentioned in previous communications to you. We were misled during our 2019 upgrade. We attempted to rescind that agreement DURING our recession period. We believe we were falsely informed that the rescission was impossible. We were also told that rescinding would result in the forfeiture of our fixed week that we had, prior to that upgrade. We felt that we had no choice but to proceed with the upgrade, and that worsened our financial strain.
  
  Considering our circumstances, we ask that in addition to closing our account(s), you issue a full refund for all payments related to the 2019 upgrade. If necessary, please get upper management approval for our request. I hope to get this matter resolved as soon as possible.
  Sincerely,

  
  

  **** *****

   

   

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/29/2025

  Greetings,

  Please see answer regarding your question below.

  Questions: We would like to proceed with the Voluntary Surrender for *******, we
  just want to surrender the rest of our ownership as well. To effectively
  close *******, we had a question related to the paperwork. There are
  only two places for signatures on the paperwork provided. There are more
  than two of us that need to sign. Where would you like the additional
  signature, or do you have an additional signature page to send? Also,
  **** C. ***** is listed on the Voluntary ******** paperwork, but he is
  deceased. Do you only need a copy of his death certificate to proceed?

  Answer: Yes, ALL members would need to sign the Voluntary Surrender forms page 2 and page 4 and have them properly notarized. Please have ALL members sign the same page on page 2and 4. Please make sure to mail the original copies of the cancellation documents to the address given on the form. Thank you
  

  Business Response

  Date: 01/29/2025

  Greetings,

  Cancellation for Cabo account ******** was not granted.
  
  To whom it may concern in regards to BBB COMPLAINT # ********, The company would like to clarify that no individual is ever forced to purchase a membership. After a membership is purchased, members are provided with a copy of their contract. As stated in the cancellation policy, members have a 5-day window to cancel their membership and review all documentation. If there are any questions or uncertainties, members are encouraged to reach out to their sales agent for clarification before proceeding with the welcome call.
  In this particular case, the welcome call was accepted on 10/29/2019, and the membership was purchased on 10/16/2019. Based on the above guidelines, the cancellation request does not proceed. Therefore, the member has a financial obligation to the company, which we expect to be honored.
  Best regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:

  
  
  

  Regarding Complaint ID: ******** Rejecting Response
  

  
  

  Ms. *******/ Tafer Resorts,
  
  Thank you for your recent response. We must insist that our situation be escalated for further review, and an exception be granted for our situation. We understand that we had a certain timeframe that we could have canceled that membership. As we mentioned in our last communication, we tried to rescind the latest agreement during our recession period. We were told that rescission wasnt possible. We were threatened and felt we had no other choice but to keep it. We were told that rescinding would result in us forfeiting the fixed week that we had, PRIOR to this upgrade. This added to our financial strain, but our circumstances have changed, and the financial strain has gotten worse, since that time.
  
  One of the owners has passed away, making this timeshare a financial strain on the remaining owners involved. It is too difficult to maintain, and we need any contract/ownership associated with us to be closed.
  
  Considering our situation, we again ask that your company do the right thing. We feel we should be reimbursed for the 2019 upgrade. We attempted to return it within the time your company allows, and we were denied our right to rescind it. Please provide a voluntary surrender for the remainder of our account(s) and advise when we can get our money back.
  
  Also, you did not advise us on how we needed to proceed with the Voluntary Surrender for *******. There are only two places for signatures on the paperwork provided. There are more than two of us that need to sign. Where would you like the additional signature, or do you have an additional signature page to send? Also, **** C. ***** is listed on the Voluntary ******** paperwork, but he is deceased. Do you only need a copy of his death certificate to proceed?

  
  Sincerely,

  
  

  
  

  **** *****

   

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/04/2025

  Greetings,
  
  We have updated the signature portion of the voluntary surrender form. Please also see number 5. of the first page for instructions on deceased members. Have a wonderful day, and if you have questions, please feel free to email ************************************************************************
  
  Regards,
  
  Business Relations Administrator
  ResortCom International
  *****************************************************************************
  
  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:
  

  *******/To whom it may concern, thank you for sending over the updated release paperwork from 25-7749.  We will process that paperwork as soon as possible. Again, we insist that our situation be escalated to executive leadership for further review.  We would like the same opportunity to resolve the remainder of our membership. 

  
  

  As mentioned, we tried to rescind the latest agreement during our recession period. We were told that rescission wasnt possible. They told us that is we rescinded on that transaction, we would lose what we had already bought and paid in full for. We felt threatened and it seemed we had no other choice but to proceed. We should not have been lied to and told that we would forfeit our current ownership if we rescinded on the upgrade. That is a shady business practice and the fair thing for you to do would be to void that transaction and give us the money back that we have paid toward it so far. Not only were we lied to, but as you know, **** ***** passed away. 

  
  

  This timeshare is a financial strain for the remaining owners, and as stated before, we tried returning within the allowed time, and we were denied our right, due to false information. Please do the right thing. We know you are not directly responsible for what happened to us, but if you put yourself in our shoes, you would be asking your company to do the same. If you are not able to accommodate our request, please have someone review our account, that has the authority to approve what we are asking for. 

  
  

  Sincerely, 

  
  

  **** Vieth 

  
  

   

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/10/2025

  To whom it may concern,

  In regards to BBB COMPLAINT # ********, The company would like to clarify that no individual is ever forced to purchase a membership. After a membership is purchased, members are provided with a copy of their contract. As stated in the cancellation policy, members have a 5-day window to cancel their membership and review all documentation. If there are any questions or uncertainties, members are encouraged to reach out to their sales agent for clarification before proceeding with the welcome call.
  In this particular case, the welcome call was accepted on 10/29/2019, and the membership was purchased on 10/16/2019. Based on the above guidelines, the cancellation request does not proceed. Therefore, the member has a financial obligation to the company, which we expect to be honored.
  Best regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:
  

  Complaint: 22621716

  
  

  I am rejecting this response because it is clear that ******* is not taking the time to read our concerns. 

  
  

  She has responded with the same verbiage MULTIPLE times and is refusing to address the fact that we were FORCED into keeping the upgrade. We attempted to rescind the latest agreement, and we were told that we would LOSE what was already ours, BOUGHT AND PAID FOR. Their representatives misled us, making us think we would forfeit what we previously owned with their company, and we felt we had no other choice but to proceed. It is unfair to treat us that way! 

  
  

  In addition to the WRONGDOING that occurred at that transaction, one of the owners has passed away, and makes the financial situation of owning this that much more difficult. 

  
  

  We need them to stop ignoring the ****** The "welcome" call doesn't negate what we were told prior to that conversation. We will NOT put this matter to rest until they fix this. If ******* is unable to assist, she needs to forward our concerns to someone who will do something. This is ridiculous.

  
  

  Sincerely, 

  
  

  **** *****

   

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/05/2025

  To whom it may concern,

   

  In regards to BBB COMPLAINT # ********, The company respectfully disagrees with some of the member's comments. While the company has already addressed the members concerns, it was only in the recent exchange that the member is mentioning that they were informed that canceling the upgrade would result in the loss of their prior investment. The company kindly requests clarification from the member regarding whether their intent is to cancel only the upgrade, or the previous purchase as well. This will help us escalate the situation appropriately and determine the best way to assist the member.
  
  Bets Regards,
  
   
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:
  

  *******/To whom it may concern, thank you for your response. It could be that your departments do not have good recordkeeping because even in communication that we sent to ******************************************************************************************************************************************************************************************* around September 2024, we brought this to your attention. After completing the upgrade in 2019, we attempted to exercise our rescission rights but were forced to move forward, putting us in a difficult financial position. After the upgrade, we met with the representative to let them know that we wanted to complete the rescission. We also spoke to a representative who was supposedly from your legal department. They stated that the paperwork had already been sent to the main office and couldnt be undone. We protested this because we knew we had a right to rescind the transaction. That is when they advised us that if we did so, we would also lose the fixed week that we had had before that upgrade. We felt forced to keep the upgrade because of that. We have lost trust in your company and do not wish to maintain any of our membership anymore. We would like to proceed with our entire membership to be closed and receive a refund for all money that has been paid toward the 2019 upgrade and any payments that are associated with that p of ouga;;r membership. 

  
  

  Sincerely

  
  

  
  

  **** *****

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/11/2025

  In addition, the latest upgrade is 35-67657 saludos,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:

  We reject the business response because we are not sure what the business is saying.

  Below is all they responded with. Does this mean they are terminating the contract and the remainder of our ownership?

  
  

  "MESSAGE FROM BUSINESS:
  
  In addition, the latest upgrade is 35-67657 saludos,
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ************************************************************************************************************************************************************
  *********************
  TOLL FREE ***************"

  
  

  
  

  **We would like our entire membership closed and our money back for that upgrade, as we wished to close it within the timeframe we were given, but their representatives made it seem like we were not able to. 

  
  

  
  

  Thank you

  
  

  
  

  
  

  **** *****

   

   

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/18/2025

  Greetings,

  The Voluntary Surrender documents were already sent to the member and we also attached a copy of the said documents on this BBB complaint,  for member to review, complete and mail the original copies of the signed and notarized docs as instructed on the forms-- so we can proceed with the cancellation request. Thank you
  

• Initial Complaint

  Date:11/01/2024

  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 signed a contract with a timeshare in ******, NYX Cancun. The servicer for the reservation system in the ***** ResortCom. My contract does not allow for any reservation booking or change fees. ResortCom on its own has implemented a $49 fee for me to change an existing reservation I made. I explained the contract language to them multiple times on 3 calls including engaging a manager. They still insisted on charging me the non-contracted fee of $49.

  Business Response

  Date: 11/04/2024

  Greetings,

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

  Business Response

  Date: 11/12/2024

  Greetings,

  Please be advised that since it is only a change of reservation dates, the fee is being waived. Thank you
  

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we were initially approached to purchase with **********, we were told not only was it a premier vacation experience but also a good investment We were told renting it out would offset the fees and put money in our pocket. Trying to rent it out on our own proved futile. Vacation packages (air and resort stay) were more affordable for people than just renting the unit on its own. Had we known these units were made available with package deals through travel site we would not have made the commitment. But that information, of course was not given to us. Being we were having no success at renting on our own, we decided to rent through the resort. It brought in $400. Far cry from covering even our resort fees for the year. rental was important to us because we would become caregivers for a family member and knew travel would be difficult for us at some point in time, but we figured as long as we rent the unit, and it covered our fees, we could offset our cost. Not the case. Then came Covid and we took a financial hit, of which we are still trying to recover. With all this, we continued to meet our resort Financial responsibilities. We can no longer do so. The financial burden, hardships and stress have taken a toll. We asked to be released from our contract and they want us to pay them $6000. we havent used the unit since 2017 and have continued our financial responsibility to resort to date, despite hardships. But their ask is totally unreasonable, especially being their selling points were far from the truth, or should I say reality.

  Business Response

  Date: 10/28/2024

  To whom it may concern,

   

  In regards to BBB Serving ***************, Consumer Complaint #********, the company has carefully reviewed the members account in light of their current financial circumstances.
  
  As an exception, we will be waiving the voluntary surrender fee. To proceed with the cancellation, we kindly request that the member return the completed voluntary surrender documentation.
  
  Thank you for your attention to this matter.
  Best Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need someone to respond. I sent this message to the company twice over the past 5-6 months. To my knowledge, no one has responded and Ive been checking my email daily. I'm seeking clarity on the perpetual unavailability when I attempt to utilize the ownership I've invested nearly $17,000 in. Regrettably, I haven't managed to enjoy a single vacation through my timeshare. The dates I request are seldom open, and when they are, they never align preciselyeither the preceding week, the following week, or some variation thereof. I did successfully reserve it for another individual from 02/11/23 to 02/18/23, and that's the extent of it. Unless I'm willing to part with an additional $1,200 for an upgraded room, your company hasn't presented a resolution. Entrusting thousands into this vacation ownership, which ******* ****** ****** ************** ******* (Broker/Sales Manager) marketed as a once-in-a-lifetime opportunity, I held lofty expectations. After only a year and a half as an owner, I'm disgusted. It's evident there was misleading information, and I'm requesting a refund. Please send me information on how to proceed with terminating this agreement and when I can expect to have my money returned. Its unfortunate that I had to bring my concerns to the BBB instead of settling this directly. Grand Solmar and ResortComs lack of response is unacceptable.

  Business Response

  Date: 10/24/2024

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel the membership but there will be no refund. The Voluntary Surrender documents will be sent to the members. Please review, and mail the original completed forms to the address below.  Thank you. 

   

  Member *********************** Dept
  ResortCom International
  *************************************************************************************