Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/06/2024

  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.

  Tafer ************** is FRAUDULENT by the misrepresention of their vacation club package they claim to offer. It is unethical to overwhelm people and corner them into contracts teaming up giving alcoholic drinks in the process. When all is said and done, a contract signed under the influence is downright invalid. I called the customer service number to get more information about a destination. I asked how to end the membership. I was rudely responded to and suddenly the representative did not understand much English. She hang up on me. I want NOTHING to do with this vacation club and feel violated, scammed, cheated and taken advantage of. I called Resorts.com and requested to surrender this membership. The response was to send an email and they cannot guarantee it will happen. Any business who facilitate an operation who corner, misrepresent their product and take advantage of unsuspecting people on vacation should be investigated. I am still waiting for a response. People going on vacation in ****** should be warned!

  Business Response

  Date: 08/21/2024

  Greetings,

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

  Business Response

  Date: 08/28/2024

  Greetings,

  We tried to contact the member with no response, I also sent a follow up message. We will post any update regarding this complaint. Thank you
  
  Thank you
  
  **************** ******************************** Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ************************************      
  www.taferresidenceclub.com
  Cancn, ********************, Mxico.      

  Business Response

  Date: 09/03/2024

  Greetings,

  We have been trying to contract member with no success-  via phone and emails. Please see attached BBB response. Thank you
  

   

• Initial Complaint

  Date:08/05/2024

  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 have not received timely responses or any resolution to our requests to be released from our timeshare contract.My husband has been dealing with a significant medical situation since 2019 that has severely affected our finances. He is now retired, and his health requires numerous medications and treatments, adding to our financial burden. Additionally, my mother passed away in April 2021.Our family has faced many challenging situations that necessitate financial adjustments.The timeshare's monthly and annual maintenance fees could be better used for medical bills and other essential needs. We have lost the desire to use the timeshare, especially since exploring alternative vacation packages is cheaper. Financial struggle is a constant part of our lives, and the timeshare only adds to our difficulties.

  Business Response

  Date: 08/08/2024

  Greetings,

  The resort have reached a mutual resolution to this complaint. Cancellation of membership will be allowed but there will be no refund. Please see Voluntary Surrender documents attached for members to complete and submit. Thank you. 

• Initial Complaint

  Date:07/29/2024

  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.

  Its sad how your company treats its consumers so poorly. We spent hours in a presentation where we experienced high pressure sales tactics, manipulation and lies. We expressed our concerns of not being able to afford the payments and they were disregarded, and we were presented with more deals. We were viewed as a number instead of taking our best interest into consideration. Even when we attempted to clarify the information being given to us, we were given unclear answers. The sales representatives offered no assistance when it came to our questions. The entire process was intentionally rushed and left us unsure about everything we heard. *******, the other name on the contract, and I are divorced now. She does not contribute to the timeshare whatsoever and I cannot afford this on my own and have no desire to your the services. We need your company be understanding and provide the assistance we are seeking.

  Business Response

  Date: 07/29/2024

  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. 

   

  Business Response

  Date: 07/31/2024

  Greetings,
  
  Our agents have tried to contact him with no success to discuss his past due debt since 2023. If he could reply to us, contact us so that we can discuss in order to cancel his account we need for him to pay his past due maintenance fees. He can contact us at our toll-free number ************. 
  
  Thank you, 
  
  **********************************************;
  *********************************** 
  Club Director
  ************

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Tafer Resorts/ Resortcom International regarding their handling of my timeshare contracts. My husband has been diagnosed with cancer, and as a result, I reached out to *************/Resortcom International to request the cancellation of our timeshare contracts due to our extenuating circumstances.Tafer Resorts/Resortcom International requested that I provide medical proof of my husband's condition to process the cancellation. Despite the emotional and physical toll this request placed on us, I promptly complied and submitted all required medical documentation. However, to my dismay, Tafer Resorts/ Resortcom International only canceled one of our contracts (Contract No. 34-3589) and left the others open without any explanation.This partial cancellation is not only unacceptable but also heartless. The added stress of dealing with unresolved timeshare contracts during such a challenging time in our lives is overwhelming. The lack of communication and transparency regarding the status of our remaining contracts is deeply concerning.We were led to believe that submitting the necessary medical documentation would result in the cancellation of all our timeshare contracts. Instead, we are now left with the uncertainty and financial burden of the remaining contracts, which we are unable to manage given our current situation.I urge Tafer Resorts/ Resortcom to honor their commitment and cancel all our timeshare contracts immediately. This situation has caused undue stress and anxiety, which is detrimental to my husband's health and well-being. We need resolution and closure on this matter as soon as possible.I appreciate your attention to this urgent issue and look forward to a prompt and fair resolution.

  Business Response

  Date: 07/26/2024

  Greetings,
  Please be advised that resort have reached a mutual resolution to the complaint. The resort is allowing cancellation but there will be no refund.Attached is the Voluntary Surrender documents for member to complete and submit. Thank you

  Customer Answer

  Date: 08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the documents and will sign and return these so we can finalize this whole ordeal
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/05/2024

  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.

  Dear BBB, I want to file a formal complaint against ResortCom and ************************** S.A for engaging in fraudulent practices and failing to respond to our request to cancel our timeshare membership.ResortCom TB *********** S.A.Account Number ********** I purchased two annual Club Sunset Weeks in July of 2023 for $25,900 in ******, ****** at ******************. We financed $23,210 @ *****%. The sales agent told me I can only start using my membership after 6 months from activation. When I tried member services after paying for 6 months, they said I had to pay atleast 40% of my loaned amout before I can use my membership. They lied to us about this. The guy from their sales team also told us that if we could not use the weeks, we could rent it out and we will be guaranteed $3,000 USD for the week, but when we tried member services we were told that we should pay all the fees for the week and then list it, but there would be no guarantee that it could be rented. This is another lie. I have reached out to experts who said selling a timeshare as a rental investment is a bait and switch and in ******* is illegal because there is so little market for timeshares. They said this timeshare is an investment. It is not. Sales agent also told us that we can sell it back to them after one year. We learned this is not true and that no one will buy back a timeshare with an outstanding loan. The *********** has issued sanctions against a Mexican Cartel for targeting American and Canadians who have been deceived and are desperate. The ******************* issued a warning about Mexican timeshare predatory and deceptive practices. In resolving this issue, I demand an immediate and full cancellation of our timeshare contract and any financial obligation associated with Resortcom and Club Sunset. We trust that BBB to investigate these practices comprehensively and enforce measures that provide justice and prevent future occurrences to unsuspecting consumers.

  Business Response

  Date: 07/08/2024

  Greetings.

  Please be advised that the contact information you've given does not match our record. Kindly provide your account number or contract number so we can further review and assist you. Thank you
  

   

  Customer Answer

  Date: 07/08/2024

   
  
  Complaint: 21944764
  
  
  
  I am rejecting this response because: I have provided the correct account names and numbers. Please see attached letter/notice from ResortCom for reference.
  
  
  
  Sincerely,
  
  
  
  Jan Roland Renolayan

  Business Response

  Date: 07/09/2024

  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
  

  Customer Answer

  Date: 07/10/2024

   
  
  Complaint: 21944764
  
  
  
  I am rejecting this response because:
  
  Thank you for your response. Yes I would like ResortCom to be in contact with the property and let them know about this matter as they also have not responded to the cancellation letter that I sent them last March 2024. All the calls, mails, and emails that we are getting are from ResortCom threatening to send us to collections and taking legal action if we dont pay our fees.
  

  Sincerely,
  Jan Roland Renolayan

  Business Response

  Date: 07/29/2024

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

  Business Response

  Date: 07/31/2024

  Also, the resort's member services department is trying to to contact the member regarding this account. Thank you

  Customer Answer

  Date: 07/31/2024

   
  
  Complaint: 21944764
  
  
  
  I am rejecting this response because:
  
  We did not receive any form of communication from the resort. They are the ones not responding to my emails that’s why I filed this complaint here. You have my email and contact numbers on file.  I would prefer this matter be resolved through BBB. Thank you!
  

  Sincerely,
  
  Jan Roland Renolayan

  Business Response

  Date: 08/12/2024

  Greetings,

  Please be advised that we are again trying to reach out to the members for possible resolution. Thank you
  

   

   

  Lissette
  Carrillo Ejecutivo
  de Cobranza
  Financial Executive TEL. +52 (998)
  881 8750
  USA/CAN 1 800 906 4396
  MEXICO 800 262 8964
  EXT. 277

  Customer Answer

  Date: 08/14/2024

   
  
  Complaint: 21944764
  
  
  
  I am rejecting this response because Club Sunset which is represented by ResortCom is insisting that they cannot cancel the contract since there is no breach on their part. However, they failed to address all the reasons how their sales team lied to me to sign up in this membership making this contract based on fraud. 

  I request that you respond to each of these breaches that I pointed out on my complaint. 
  
  First, the sales agent told me I can only start using my membership after 6 months from activation. When I tried to use my membership after 6 months, member services did not let me use it and told me I had to pay atleast 40% of my loaned amout before I can use my membership. The sales agent lied to us about this.
  
  
   Second, the guy from their sales team named Alan also told us that if we could not use the weeks, we could rent it out and we will be GUARANTEED $3,000 USD for the week, but when we tried member services we were told that we should pay all the fees for the week and then list it, but there would be NO GUARANTEE that it could be rented. This is another lie. 
  
  
  I have reached out to experts who said selling a timeshare as a rental investment is a bait and switch and in Florida is illegal because there is so little market for timeshares. The sales agent said this timeshare is an investment. It is not.  
  
  
  Third, Alan from the sales team also told us that we can sell it back to them after one year. He did not tell us that the membership should be paid in full before we can sell it back. We learned he lied to us and that no one will buy back a timeshare with an outstanding loan. 
  
  
  The US Treasury has issued sanctions against a Mexican Cartel for targeting American and Canadians who have been deceived and are desperate. The Canadian government issued a warning about Mexican timeshare predatory and deceptive practices.   In resolving this issue, I demand an immediate and full cancellation of our timeshare contract and any financial obligation associated with Club Sunset.
  
  
  I am fixing to file complaint to PROFECO and the Attorney General against Club Sunset and ResortCom.
  
  
  
  Sincerely,
  
  
  
  Jan Roland Renolayan

  Business Response

  Date: 08/16/2024

  Greetings,

   

  Please be advised that a manager is now handling the complaint with the member for a possible resolution. Thank you

  Customer Answer

  Date: 08/23/2024

   
  
  Complaint: 21944764
  
  
  
  I received a call from Club Sunset last week 8/16/24 and spoke to Miguel Sotelo from meber services. He was using a US phone number but when I asked him where he is calling from he said henis in Mexico. He asked me to repeat my complain so he will understand. He keeps insisting that what I am complaining is not in the contract. He refused to understand that that itself is why I want to terminate this contract because it was not what we were promised by their sales team. We were deceived into signing a contract and made us look forward on their false promises. 

  He also mentioned authorization documents and claims that we have signed. I asked him to send me a copy of all these documents so I can have my lawyer review it. He said he will send it to me right after we end the call. After a week, I did not receive any email or any resolution attempt from Club Sunset. All they do is lie. 

  
  
  
  Sincerely,
  
  
  
  Jan Roland Renolayan

  Business Response

  Date: 08/28/2024

  Good morning,
  
  Thank you for the information.  A
  representative is in communication with the member to reach an agreement. Thank you

  Customer Answer

  Date: 09/06/2024

   
  
  Complaint: 21944764
  
  
  
  I am rejecting this response because:

  Nobody has reached out to me for 3 weeks now to address the issue. I have requested Club Sunset which Resortcom is representing to send me the documents they are saying that I signed so I can have it checked by my lawyer but they have not sent anything and nobody reached out to me for 3 weeks now. 

  We were misled into this and we want this contract cancelled. 

  
  
  
  Sincerely,
  
  
  
  Jan Roland Renolayan

  Business Response

  Date: 09/26/2024

  Greetings,

   

  Just to confirm that this account    420-1871 / 700-23-2476 JAN ROLAND RENOLAYAN, was transferred to a special department that are contacting our members in this situation.

   

  This department is  trying to contact Mr. Renolayan since  september  24th and 26 th,they are waiting for the member to reply.

   

  Thank you,

   

   

   

  Lissette Carrillo

  Ejecutivo de Cobranza Financial Executive

  TEL. +52 (998) 881 8750 USA/CAN 1 800 906 4396 MEXICO 800 262 8964 EXT.277

   

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: 21944764
  
  
  
  I am rejecting this response because:

  We did not receive any phonecall regarding this matter. The only form of communication we received is an email from Miguel Sotelo from Sunset Group on September 24, 2024 stating that he was trying to call me to which I responded right away that I did not received any calls. I also asked him about any updates and requested the documents that he promised to send me about a month ago but he did not. I also informed Mr. Sotelo that I want all communications be done through emails and not phonecalls. Mr. Sotelo did not respond to my message so I sent it again on September 25, 2024, again with no response from him. I have not received any communication on September 26, 2024 like what this message is saying. I would prefer if the communication of details be discussed here with BBB as witness. 
  
  
  
  Sincerely,
  
  
  
  Jan Roland Renolayan

  Business Response

  Date: 09/26/2024

  Greetings,

  I just send this comunication to Mr.
  Sotelo who is taking care of his account, he is trying to negotiate with Mr.
  Renolayan by e-mail, please respond to the  e-mails from Mr. Sotelo.
  
  Thank you 
  
  
  
  
  
  Lissette
  Carrillo Ejecutivo
  de Cobranza
  Financial Executive TEL. +52 (998)
  881 8750
  USA/CAN 1 800 906 4396
  MEXICO 800 262 8964
  EXT. 277

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: 21944764
  
  
  
  I am rejecting this response because:

  Again, it was Mr. Sotelo who did not respond to me when I spoke with him and he said he will send me a copy of all the documents that I requested but it has been month ago yet I never heard back from him. Please let Mr. Sotelo I have been waiting for his communication. I always respond to every communication through my email. 

  
  
  
  Jan Roland Renolayan

  Business Response

  Date: 10/15/2024

  In reference to this account 
  420-1871 /700-23-2476  JAN ROLAND RENOLAYAN our Legal  department
  send the e-mail to Mr. Renolayan that his contract is cancelled.
  
  Thank you

• Initial Complaint

  Date:06/30/2024

  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 am filing a complaint against ResortCom for fraudulent advertising for a timeshare. I purchased a membership for a "vacation club" and was told it was not a timeshare which is not the case. I am unable to use the membership due to health reasons and when I called to cancel, was told I could only do so when paid in full and for an additional fee. I would like to cancel my membership and be free of this contact. They can keep what i have already paid.

  Business Response

  Date: 07/22/2024

  Greetings,

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

   

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because this company is being unreasonable. They refuse to address any of my concerns because I still have an active loan with them. I even asked to speak with a supervisor at least 4 times while on the phone and was told someone would have to call me back. I would like to have my account closed and my money reimbursed to me. I have not been able to use this timeshare like I was told I would, and was wrongfully convinced that upgrading would fix my issues. The 1st purchase, I was served alcohol and I believe that clouded my judgment. After the purchase, I struggled with availability and was convinced I needed to upgrade to solve that. I was not interested because of the cost but they reduced the price and told me I could cancel after a year. Given this assurance, and not wanting to lose what I already invested, I upgraded. I have tried to do just that and they refuse to follow through.Acct *************

  Business Response

  Date: 07/11/2024

  To whom it may concern

  In regards to BBB Serving ***************, Consumer Complaint #********, cancelation policy within our contract is clear, member has 5 days to cancel without penalty, however can member please provide feedback on the dates they were looking to book in order to provide further detail on availability.
  Please note that no individual is forced to purchase a membership with the company nor they are served alcohol without individuals consent.
  We look forward to members feedback.
  Best **************************************************************** Services Director
  PH 624 145-7000
  EXT 653
  ****************************************
  villagroupresorts.com
  TOLL FREE ***************

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21898720
  
  I am rejecting this response because:
  I appreciate Claudias response however, I am not satisfied with the response as it solves nothing. As a result, I would like to reject the business response. I had no way of knowing within the 5 days of making the purchase, that this ownership wouldnt be what was promised to me. The reasons I want out of this timeshare fall outside of the 5-day window and I would like to ask for an exception to be made in my situation. Also, regarding the alcohol that was served. Regardless of whether the timeshare has my consent or not, it is a shady business practice to serve alcohol and then later expect that person to sign a contractual agreement while under the influence of alcohol. It should never be served before the purchase. I could see afterward in celebration but otherwise, it feels like an intentional attempt to impact a persons judgment.

  
  

  Offhand, the times and dates I was looking for at the time no longer matter. I only was able to use this timeshare once, and that was the trip that your representatives convinced me I needed to be upgraded. I was originally told I was purchasing a timeshare that would allow for an accommodation of our family of 4. During the second presentation, I was explaining the issues I had with lack of availability and was informed that I needed to upgrade because the amount of points I was originally sold, only covered a vacation for a 3-person accommodation. This was frustrating because I didnt get what was promised to me and was never told about the maximum occupancy limit until I was forced to upgrade. The first sales representative knew we were a family of 4! I told them at the second presentation I was not interested because the cost was ridiculous. They reduced the price and told me I could cancel after 1 year if I needed to. Since I was allowed to cancel if it didnt work out, I caved and proceeded with the upgrade.

  
  

  It is too expensive to travel and even now, looking into booking, there are too many additional fees to book a vacation. Fees that were not discussed with me during the presentation. Due to the cost of the timeshare, combined with the costs of living now as a single mother, I am faced with a significant financial burden. I want to close my account and get my money back.

  
  

  
  

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

  Business Response

  Date: 07/24/2024

  Greetings,
  Please be advised that resort have reached a mutual resolution to the complaint. The resort is allowing cancellation but there will be no refund. Attached is the Voluntary Surrender documents for member to complete and submit. Thank you

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/24/2024

  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 would like to file a complaint and seek assistance from the BBB due to this companys unwillingness to work with us to come to a resolution. We brought several concerns to their attention, including them serving us alcohol during a sales presentation, followed by them having us sign a contractual agreement. We also advised them that we were misinformed about what this purchase would entail, including benign told that this was an investment opportunity, we would have low maintenance fees that would remain the same throughout the terms of our agreement, and that we could sell it back at anytime, if we were unable to use it. We have not been able to use is, they lied about the maintenance fees, and they have refused to let us sell it back. We feel that considering that they misrepresented this ownership, and they sold it to us while putting us under the influence of alcohol, we should be allowed to return this and get our money back. Please help us.

  Business Response

  Date: 06/26/2024

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

• Initial Complaint

  Date:06/20/2024

  Type:Order 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.

  Dear BBB,I have called and sent letters to Resortcom and ******************** regarding the hardship I am going thru. They dont care about their members. When we signed up for this the angent assured us this wasnt a timeshare however they are treating the membership like a timeshare. I dont want to have maintenance fees for the rest of my life. I want to cancel my membership and I want no more contact from them. This has been a nightmare. I have spoken to a lawyer about this and was told that once they send this to collections in the jurisdiction I live in he can help me. I dont understand why cant they just be happy with the money I already paid them. My contract is TM-2626.

  Business Response

  Date: 07/11/2024

  Please be advise that we are still in the process of reviewing the account. We will update you of any new information gathered. Thank you

  Customer Answer

  Date: 07/19/2024

  Hello I was contacted by the Resort and was told I would get a letter confirming my cancellation. I have not received that letter.

   

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21873614
  
  I am rejecting this response because:

  Hello I was contacted by the Resort and was told I would get a letter confirming my cancellation. I have not received that letter.

  
  

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

  Business Response

  Date: 07/22/2024

  Greetings,

  We spoke with *********************. She is going to send me her cancel request in writing to follow up the case. Thank you
  
  
  Regards
  
  **************** ********************* Services Manager
  Tafer Resorts
  PH ****************************
  Whats App *********************
  ************************************      
  www.taferresidenceclub.com
  Cancn, ********************, Mxico.      

  Customer Answer

  Date: 08/05/2024

  I have sent them the cancellation request twice and the resort has not sent me any confirmation on the cancellation. 

  Customer Answer

  Date: 08/13/2024

  They have only been calling me to collect payment but they havent canceled the membership. Here is a letter stating they will take me to collections 

  Customer Answer

  Date: 08/13/2024

  They have only been calling me to collect payment but they havent canceled the membership. Here is a letter stating they will take me to collections 

  Customer Answer

  Date: 08/13/2024

  They have only been calling me to collect payment but they havent canceled the membership. Here is a letter stating they will take me to collections 

  Customer Answer

  Date: 08/13/2024

  They have only been calling me to collect payment but they havent canceled the membership. Here is a letter stating they will take me to collections 

  Business Response

  Date: 08/14/2024

  Greetings,
  Please be advised that resort have reached a mutual resolution to the complaint. The resort is allowing cancellation but there will be no refund.Attached is the Voluntary Surrender documents for member to complete and submit. Thank you

  Customer Answer

  Date: 08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I need to get it notarized and this will finally be finished thank you so much for your help
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/03/2024

  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.

  5/28/24- we were advised to pay $2,580 to settle our balance with fees removed and we paid the balance.5/29/24- we found out fees were not removed.5/30/24- We made multiple attempts to reach out to Resortcom and we're refused management, we were hung up on several times, and we were advised to wait until someone was ready to contact us.5/30/24- after no contact from resortcom we filed a complaint on their social media pages and we had our complaint removed, and we were blocked from their pages. 5/30/24- we attempted to book a vacation and we're advised by the same staff that no dates were available to book a vacation while we had access to the site and could clearly see there were dates and rooms available We have been lied to, deceived, discrimated, and have been fraudulently led to paying and getting nothing in return. We have the recorded calls of staff being rude, condescending, and verbally saying call back later and hanging up. We are requesting a cancelation of our contract without penalties and a refund of our recent payment of $2,580 effective immediately as we have been put through extremely stressful situations by Resortcom and ************ I ask that The BBB do a full investigation on the deceitful practices this business has been doing to citizens that have paid hard earned money and be lied to in the end.

  Business Response

  Date: 06/13/2024

  Greetings,

  We regret that we could not reach a satisfactory resolution with our member. For clarity, we waived 75% of his late fees, amounting to $328.05 as a gesture of goodwill. Maintenance fees for his account were assessed in September 2023, with a due date in November 2023. He paid this fee by credit card on December 31, 2023, but subsequently contested and reversed the payment, resulting in his account becoming delinquent.
  Recognizing that financial difficulties can arise, we waived part of his late fees from his account to allow him to book a reservation and continue his vacation plans. Typically, processing waivers takes up to 48 business hours, but due to month-end volume spikes, it took an additional 8 business hours. Regrettably, we did not adequately communicate this delay to our member.
  To address this inconvenience, we offered a $250.00 credit toward his vacation, which he declined, expecting compensation of $3,808.00.
  Maintenance fees are contractually due every year by November 30. Failure to pay results in a 12% late fee and a reinstatement fee,as specified in the contract ************** signed. While we strive to ensure our members are satisfied, we believe the member is taking advantage of our goodwill gestures. Therefore, we respectfully request that the BBB reconsider and close this case. Thank you.
  

  Customer Answer

  Date: 06/26/2024

  
  Complaint: 21787934
  
  I am rejecting this response because:
  The claims being made are completely inaccurate. I have the call recording from Resortcom at no point was $250 offered as compensation for the additional call recording I have where the representatives hung up on us purposely, were disrespectful, laughed and mocked us when we asked for a supervisor. I did infection receive a call and I asked to have our $580 all inclusive payment waived and I immediately received a NO. It seems like after Resortcom treating us the way they have as "Elite" members, not only do they lie to the BBB but also mention they offered a $250 credit after paying them thousands of dollars. Like I said I have the pictures and call recording to prove it.
  In addition to this my ask at this point is to find a better solution that is reasonable and or terminate the agreement without additional fees as we have been treated far from "Elite". I have provided additional files to show how Resortcom has blocked from their social media platforms, and if this is what "Elite Member" treatment is, then i want no part in it. If the BBB would like the call recordings please let me know i would be more than Happy to send those. So I ask that the BBB assist us with additional support to come to a reasonable agreement at this point. 
  
  Sincerely,
  
  *******************
  

  Business Response

  Date: 07/04/2024

  Greetings,

  We stand firm in our position. We have waived the late fees as previously communicated. We believe there has been no wrongdoing on our part and can offer no further concessions beyond an explanation of the situation. Our records show that the member is currently enjoying their vacation at our ****************************************** property (reservation 1B304DC) without further complaints.
  On June 24, 2024, we received a second chargeback for the $2,580.00 payment made in May 2024. The member made a payment only after being informed that their reservation was at risk. They also requested and were granted amnesty for a loan delinquency, allowing a full monthly payment deferral, which was subsequently charged back as well.
  We are disappointed by the member's response to their contractual obligations. In response to their latest BBB communication, ************** must pay off the original financing to terminate the agreement. These cancellation requirements are clearly stipulated in the contract ************** signed. Aside from the late fee waiver and loan due date adjustments, we cannot offer anything further as we have made multiple efforts to work with our member. We respectfully request that the BBB considers our sincere efforts to resolve this situation, which have been met with chargebacks and refusal of payments.
  

  Customer Answer

  Date: 07/04/2024

  Hello BBB,
  
  The issue lies not with ***********************, but with Resortcom. During our trip, we raised concerns about the unsatisfactory customer service provided by **********************, not only to us but to other Tafer customers who have also voiced complaints about their unprofessional treatment. My spouse and I experienced identity theft last year, resulting in ongoing issues with our credit accounts, which prompted our initial request for assistance with fees. Resortcom's handling of these issues was inadequate, involving repeated hang-*** and refusals to escalate our concerns to a supervisor for resolution.
  
  We continue to face challenges across all our accounts, not just our membership with Tafer. If we had found an alternative vacation option sooner, we would have chosen it over Tafer due to the negative experience with Resortcom. Despite having already paid for flights and other arrangements, Resortcom's conduct has left us with a deeply unfavorable impression.
  
  If Resortcom had handled everything correctly, why did they block us on social media and not get back to us by phone? Resortcom's response here, without full knowledge of our situation, speaks volumes about their approach to customer relations. Had the initial supervisor we contacted responded promptly, this situation could have been avoided. We urge Tafer to reconsider their partnership with Resortcom, given the company's apparent disregard for customer satisfaction. ********************** continues to reply as if they are and have handled the situation when in fact they have not once made an attempt to contact us. We ask that at this point ********************* (share holder)gets involved to handle resortcoms unprofessional approach and treatment towards Elite members.