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:01/11/2024

  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 contacted our home resort, ************, where we have a vacation club membership, which has been paid off for many years. Getaways Resort Management is now their management company. We asked the resort if they could take back our membership at no cost since we are elderly, no longer use it and would like to eliminate maintenance fees. They said they would do this if we paid them $1500 plus this years maintenance fees. We agreed but when we received the termination email, they said the request had to be notarized with our signatures and sent along with payment. But they did not sign the termination agreement anywhere and have not responded to our requests that they do so. How can it be an agreement if they will not sign it? We're afraid that we'll just be spending more money without resolution? They said this termination agreement would only be good until January 20. Please help.

  Business Response

  Date: 01/16/2024

  We apologize for the misunderstanding in this matter. It is company policy to not execute the Settlement Agreement until the member has signed the document and paid any fees associated with the termination. We assure you that we will execute the Agreement once you submit these items. A Manager will contact you to discuss this matter further. We believe your concerns are unfounded and this situation can be easily resolved. Thank you.

• Initial Complaint

  Date:01/04/2024

  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.

  In pdf below

  Business Response

  Date: 01/10/2024

  We are glad our New Member Engagement Team has been able to make contact with you and set up a time to discuss your concerns. We look forward to speaking with you next week. Hopefully we will resolve this matter on the call. Thank you.

  Customer Answer

  Date: 01/11/2024

  Hello, to whom it may concern,
  
  
  
  
  I was approached on ********* about a timeshare presentation.  During the *** summer league in July.  I was hesitating but the young man was very nice and persuade me to go.  Once I got there everyone was nice and well dressed. I told the gentleman that I have a time share with RCI. He stated no problem just here me out. I went in the room with about 20 others and heard the spill. The speaker focuses was on the Strip location and the benefits of having the family cook meals and spending time together during the Holidays.   He did a great job and offered a round trip ticket for two to ******. My lady at the time was sold. when we got out of the presentation ******* took us to a table and when over the time share.  I asked if we were going to see the rooms in the ************ he said not at that time. Red flag. We were listening to hear him go on and on about the benefits of the staying on the strip next to the Caesar. We signed up with the thought of staying in the resort we signed up with (the ************* Then we signed the paperwork and started asking questions. Was told a lot of my questions will be answered with the member services once deed and paperwork are complete and my account is set up.  
  
  
  Once I got a call from the owner's services to welcome me , they told me my account wasn't set up at the time.  Once things were set up, I found out my membership was ***** points every 3 years not what I expected.  When I called reservation to booked 4 different dates, they stated that were booked up. I couldn't stay at the resort I joined . I need to go through RCI and pay a exchange fee and stay at the Grandview.  Which was a slap in the face, my lady and I was sold on the location of the jockey club not Grandview. 
  
  
  I called to asked questions, a gentleman snap at me talking about this is the debt collector. He was very rude and unprofessional. He wanted focus on the maintenance dues.  I told him I need questions answered.
  He was difficult,  so I hung up and called back and was told that I needed to focus on my dues. I asked if I could CANCEL my membership.  I was told no, I had to pay it off and then give to someone.   WOW I was never treated so badly, I feel this was a Bait and Switch.  I am a high roller, Gambler. I stay in Caesar properties for free. MY reservations are attached with PDF.  I would love to Cancel my membership for reason I'm not getting what I paid for and the agents I spoke with treat like i was not human. I'm 60 years old from a ********** NOT A ME SOCIETY.
  
  
  I look forward to hearing from you
  
  
  ********************************;
  
  
  ************
  **********************

  Customer Answer

  Date: 01/11/2024

  Hello, to whom it may concern,
  
  
  
  
  I was approached on ********* about a timeshare presentation.  During the *** summer league in July.  I was hesitating but the young man was very nice and persuade me to go.  Once I got there everyone was nice and well dressed. I told the gentleman that I have a time share with RCI. He stated no problem just here me out. I went in the room with about 20 others and heard the spill. The speaker focuses was on the Strip location and the benefits of having the family cook meals and spending time together during the Holidays.   He did a great job and offered a round trip ticket for two to ******. My lady at the time was sold. when we got out of the presentation ******* took us to a table and when over the time share.  I asked if we were going to see the rooms in the ************ he said not at that time. Red flag. We were listening to hear him go on and on about the benefits of the staying on the strip next to the Caesar. We signed up with the thought of staying in the resort we signed up with (the ************* Then we signed the paperwork and started asking questions. Was told a lot of my questions will be answered with the member services once deed and paperwork are complete and my account is set up.  
  
  
  Once I got a call from the owner's services to welcome me , they told me my account wasn't set up at the time.  Once things were set up, I found out my membership was ***** points every 3 years not what I expected.  When I called reservation to booked 4 different dates, they stated that were booked up. I couldn't stay at the resort I joined . I need to go through RCI and pay a exchange fee and stay at the Grandview.  Which was a slap in the face, my lady and I was sold on the location of the jockey club not Grandview. 
  
  
  I called to asked questions, a gentleman snap at me talking about this is the debt collector. He was very rude and unprofessional. He wanted focus on the maintenance dues.  I told him I need questions answered.
  He was difficult,  so I hung up and called back and was told that I needed to focus on my dues. I asked if I could CANCEL my membership.  I was told no, I had to pay it off and then give to someone.   WOW I was never treated so badly, I feel this was a Bait and Switch.  I am a high roller, Gambler. I stay in Caesar properties for free. MY reservations are attached with PDF.  I would love to Cancel my membership for reason I'm not getting what I paid for and the agents I spoke with treat like i was not human. I'm 60 years old from a ********** NOT A ME SOCIETY.
  
  
  I look forward to hearing from you
  
  
  ********************************;
  
  
  ************
  **********************

  Customer Answer

  Date: 01/11/2024

  More Hello, to whom it may concern,
  
  
  
  
  I was approached on ********* about a timeshare presentation.  During the *** summer league in July.  I was hesitating but the young man was very nice and persuade me to go.  Once I got there everyone was nice and well dressed. I told the gentleman that I have a time share with RCI. He stated no problem just here me out. I went in the room with about 20 others and heard the spill. The speaker focuses was on the Strip location and the benefits of having the family cook meals and spending time together during the Holidays.   He did a great job and offered a round trip ticket for two to ******. My lady at the time was sold. when we got out of the presentation ******* took us to a table and when over the time share.  I asked if we were going to see the rooms in the ************ he said not at that time. Red flag. We were listening to hear him go on and on about the benefits of the staying on the strip next to the Caesar. We signed up with the thought of staying in the resort we signed up with (the ************* Then we signed the paperwork and started asking questions. Was told a lot of my questions will be answered with the member services once deed and paperwork are complete and my account is set up.  
  
  
  Once I got a call from the owner's services to welcome me , they told me my account wasn't set up at the time.  Once things were set up, I found out my membership was ***** points every 3 years not what I expected.  When I called reservation to booked 4 different dates, they stated that were booked up. I couldn't stay at the resort I joined . I need to go through RCI and pay a exchange fee and stay at the Grandview.  Which was a slap in the face, my lady and I was sold on the location of the jockey club not Grandview. 
  
  
  I called to asked questions, a gentleman snap at me talking about this is the debt collector. He was very rude and unprofessional. He wanted focus on the maintenance dues.  I told him I need questions answered.
  He was difficult,  so I hung up and called back and was told that I needed to focus on my dues. I asked if I could CANCEL my membership.  I was told no, I had to pay it off and then give to someone.   WOW I was never treated so badly, I feel this was a Bait and Switch.  I am a high roller, Gambler. I stay in Caesar properties for free. MY reservations are attached with PDF.  I would love to Cancel my membership for reason I'm not getting what I paid for and the agents I spoke with treat like i was not human. I'm 60 years old from a ********** NOT A ME SOCIETY.
  
  
  I look forward to hearing from you
  
  
  ********************************;
  
  
  ************
  **********************...

  Customer Answer

  Date: 01/11/2024

  More Hello, to whom it may concern,
  
  
  
  
  I was approached on ********* about a timeshare presentation.  During the *** summer league in July.  I was hesitating but the young man was very nice and persuade me to go.  Once I got there everyone was nice and well dressed. I told the gentleman that I have a time share with RCI. He stated no problem just here me out. I went in the room with about 20 others and heard the spill. The speaker focuses was on the Strip location and the benefits of having the family cook meals and spending time together during the Holidays.   He did a great job and offered a round trip ticket for two to ******. My lady at the time was sold. when we got out of the presentation ******* took us to a table and when over the time share.  I asked if we were going to see the rooms in the ************ he said not at that time. Red flag. We were listening to hear him go on and on about the benefits of the staying on the strip next to the Caesar. We signed up with the thought of staying in the resort we signed up with (the ************* Then we signed the paperwork and started asking questions. Was told a lot of my questions will be answered with the member services once deed and paperwork are complete and my account is set up.  
  
  
  Once I got a call from the owner's services to welcome me , they told me my account wasn't set up at the time.  Once things were set up, I found out my membership was ***** points every 3 years not what I expected.  When I called reservation to booked 4 different dates, they stated that were booked up. I couldn't stay at the resort I joined . I need to go through RCI and pay a exchange fee and stay at the Grandview.  Which was a slap in the face, my lady and I was sold on the location of the jockey club not Grandview. 
  
  
  I called to asked questions, a gentleman snap at me talking about this is the debt collector. He was very rude and unprofessional. He wanted focus on the maintenance dues.  I told him I need questions answered.
  He was difficult,  so I hung up and called back and was told that I needed to focus on my dues. I asked if I could CANCEL my membership.  I was told no, I had to pay it off and then give to someone.   WOW I was never treated so badly, I feel this was a Bait and Switch.  I am a high roller, Gambler. I stay in Caesar properties for free. MY reservations are attached with PDF.  I would love to Cancel my membership for reason I'm not getting what I paid for and the agents I spoke with treat like i was not human. I'm 60 years old from a ********** NOT A ME SOCIETY.
  
  
  I look forward to hearing from you
  
  
  ********************************;
  
  
  ************
  **********************...

  Customer Answer

  Date: 01/11/2024

   Complaint: 21093898
  
  I am rejecting this response because:

  More Hello, to whom it may concern,
  
  I was approached on ********* about a timeshare presentation.  During the *** summer league in July.  I was hesitating but the young man was very nice and persuade me to go.  Once I got there everyone was nice and well dressed. I told the gentleman that I have a time share with RCI. He stated no problem just here me out. I went in the room with about 20 others and heard the spill. The speaker focuses was on the Strip location and the benefits of having the family cook meals and spending time together during the Holidays.   He did a great job and offered a round trip ticket for two to ******. My lady at the time was sold. when we got out of the presentation ******* took us to a table and when over the time share.  I asked if we were going to see the rooms in the ************ he said not at that time. Red flag. We were listening to hear him go on and on about the benefits of the staying on the strip next to the Caesar. We signed up with the thought of staying in the resort we signed up with (the ************* Then we signed the paperwork and started asking questions. Was told a lot of my questions will be answered with the member services once deed and paperwork are complete and my account is set up.  
  
  
  Once I got a call from the owner's services to welcome me , they told me my account wasn't set up at the time.  Once things were set up, I found out my membership was ***** points every 3 years not what I expected.  When I called reservation to booked 4 different dates, they stated that were booked up. I couldn't stay at the resort I joined . I need to go through RCI and pay a exchange fee and stay at the Grandview.  Which was a slap in the face, my lady and I was sold on the location of the jockey club not Grandview. 
  
  
  I called to asked questions, a gentleman snap at me talking about this is the debt collector. He was very rude and unprofessional. He wanted focus on the maintenance dues.  I told him I need questions answered.
  He was difficult,  so I hung up and called back and was told that I needed to focus on my dues. I asked if I could CANCEL my membership.  I was told no, I had to pay it off and then give to someone.   WOW I was never treated so badly, I feel this was a Bait and Switch.  I am a high roller, Gambler. I stay in Caesar properties for free. MY reservations are attached with PDF.  I would love to Cancel my membership for reason I'm not getting what I paid for and the agents I spoke with treat like i was not human. I'm 60 years old from a ********** NOT A ME SOCIETY.
  
  
  I look forward to hearing from you
  
  
  ********************************;
  ************
  **********************...
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/25/2024

  We regret that you are unhappy with your purchase. A manager will contact you to address your concerns. We believe if you give us the opportunity to provide you with the services and benefits of the Club you will find that is a great way to vacation. Thank you.

  Customer Answer

  Date: 01/25/2024

  Hello, to whom it may concern,
  
  It was date 10/6/2023
  
  
  I was approached on ********* about a timeshare presentation.  During the *** summer league in July.  I was hesitating but the young man was very nice and persuade me to go.  Once I got there everyone was nice and well dressed. I told the gentleman that I have a time share with RCI. He stated no problem just here me out. I went in the room with about 20 others and heard the spill. The speaker focuses was on the Strip location and the benefits of having the family cook meals and spending time together during the Holidays.   He did a great job and offered a round trip ticket for two to ******. My lady at the time was sold. when we got out of the presentation ******* took us to a table and when over the time share.  I asked if we were going to see the rooms in the ************ he said not at that time. Red flag. We were listening to hear him go on and on about the benefits of the staying on the strip next to the Caesar. We signed up with the thought of staying in the resort we signed up with (the ************* Then we signed the paperwork and started asking questions. Was told a lot of my questions will be answered with the member services once deed and paperwork are complete and my account is set up.  
  
  
  Once I got a call from the owner's services to welcome me , they told me my account wasn't set up at the time.  Once things were set up, I found out my membership was ***** points every 3 years not what I expected.  When I called reservation to booked 4 different dates, they stated that were booked up. I couldn't stay at the resort I joined . I need to go through RCI and pay a exchange fee and stay at the Grandview.  Which was a slap in the face, my lady and I was sold on the location of the jockey club not Grandview. 
  
  
  I called to asked questions, a gentleman snap at me talking about this is the debt collector. He was very rude and unprofessional. He wanted focus on the maintenance dues.  I told him I need questions answered.
  He was difficult,  so I hung up and called back and was told that I needed to focus on my dues. I asked if I could CANCEL my membership.  I was told no, I had to pay it off and then give to someone.   WOW I was never treated so badly, I feel this was a Bait and Switch.  I am a high roller, Gambler. I stay in Caesar properties for free. MY reservations are attached with PDF.  I would love to Cancel my membership for reason I'm not getting what I paid for and the agents I spoke with treat like i was not human. I'm 60 years old from a ********** NOT A ME SOCIETY.
  
  
  I look forward to hearing from you
  
  
  ********************************;
  
  
  ************
  **********************
  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21093898
  
  I am rejecting this response because:

   

  Hello, to whom it may concern,

  
  It was date 10/6/2023
  
  
  I was approached on ********* about a timeshare presentation.  During the *** summer league in July.  I was hesitating but the young man was very nice and persuade me to go.  Once I got there everyone was nice and well dressed. I told the gentleman that I have a time share with RCI. He stated no problem just here me out. I went in the room with about 20 others and heard the spill. The speaker focuses was on the Strip location and the benefits of having the family cook meals and spending time together during the Holidays.   He did a great job and offered a round trip ticket for two to ******. My lady at the time was sold. when we got out of the presentation ******* took us to a table and when over the time share.  I asked if we were going to see the rooms in the ************ he said not at that time. Red flag. We were listening to hear him go on and on about the benefits of the staying on the strip next to the Caesar. We signed up with the thought of staying in the resort we signed up with (the ************* Then we signed the paperwork and started asking questions. Was told a lot of my questions will be answered with the member services once deed and paperwork are complete and my account is set up.  
  
  
  Once I got a call from the owner's services to welcome me , they told me my account wasn't set up at the time.  Once things were set up, I found out my membership was ***** points every 3 years not what I expected.  When I called reservation to booked 4 different dates, they stated that were booked up. I couldn't stay at the resort I joined . I need to go through RCI and pay a exchange fee and stay at the Grandview.  Which was a slap in the face, my lady and I was sold on the location of the jockey club not Grandview. 
  
  
  I called to asked questions, a gentleman snap at me talking about this is the debt collector. He was very rude and unprofessional. He wanted focus on the maintenance dues.  I told him I need questions answered.
  He was difficult,  so I hung up and called back and was told that I needed to focus on my dues. I asked if I could CANCEL my membership.  I was told no, I had to pay it off and then give to someone.   WOW I was never treated so badly, I feel this was a Bait and Switch.  I am a high roller, Gambler. I stay in Caesar properties for free. MY reservations are attached with PDF.  I would love to Cancel my membership for reason I'm not getting what I paid for and the agents I spoke with treat like i was not human. I'm 60 years old from a ********** NOT A ME SOCIETY.
  
  
  I look forward to hearing from you
  
  
  ********************************;
  ************
  **********************
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/01/2024

  We have been trying to work with this individual for months. He keeps responding with the exact same complaint over and over again. We believe we have used our best efforts to resolve this complaint. There is nothing more we can so we are closing this matter unless the complainant has something new. Thank you.

• Initial Complaint

  Date:01/03/2024

  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've owned this timeshare for 4 years now and have not been able to use it not once. Everytime i attempt to make a booking it's not available are possible. I've asked to cancel this contract on multiple occasions and everyone says the same thing "WE CANNOT CANCEL THE CONTRACT AND IT'S BOUND FOR LIFE". Meanwhile they collect $370 from my bank account every single year end for maintenance and this year they took payment twice and i've been trying to reach someone and theres no one to speak with in regards to this charge. This company is a total FRAUD AND A SCAM. I've read multiple peoples complaints and they all fall in line with this company SCAMMING it's those who were lied and persuaded into a false contract. I want my **** money back and want this contract cancelled immediately.

  Business Response

  Date: 01/03/2024

  Thank you for alerting us to your concerns. We will thoroughly review your account to determine what happened and a manager will be in contact with you to discuss this matter further. We apologize for the way your account has been handled and we hope to resolve these issues amicably. We would like nothing more than to keep you as a valued member of the Club and provide you with vacations for many years to come. Thank you. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21091225
  
  I am rejecting this response because: I do not wish to be apart of this scamming club. I've read all the complaints by other regretful members and it's all the same across the board. The only way I would like to be helped by this company is for them to release me from their grips of h*** Their response is completely generic and hoods absolutely no value. All I want to hear is they will cancel this scamming contract and we both go our separate ways. Anything more than that and it's the same scam going on and on. There's no way someone can be bound to a company they do not use nor have any desire to be apart but at sapphire resort that seems to be the case. My self along with thousands of other innocent individuals seem to be bounded by blood to these people. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/09/2024

  First of all, our products and services are not a scam. Don't believe everything you read online. Most likely they have been placed at the suggestion of a timeshare exit company.  Second, If the maintenance fee was deducted twice, please call ****** Services or ********* Services who will take care of this situation. Finally, you did sign a contract that *** have been for perpetuity, for 45 years, or a lesser term. If your loan is paid in full you *** be eligible to cancel your obligations. We remain ready, willing and able to provide the services promised for the term of your contract. Thank you.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21091225
  
  I am rejecting this response because: 

  You feel your "time share" or "vacation club" or whatever you would like to call it isn't a scam? That's totally your opinion and I'm *********** mine just as you are yours so with that being said, YES THIS IS A SCAM and that statement isn't based off anything I've read, it's based on my personal experience with your company. 

  I'm in the process of dealing with your members service and having this nonsense of a "time share" cancelled and placed behind me. When that's completed then this case will be completed/closed and you can take this scam on the road to your new victims. When the contract is voided I will have nothing more to say to or about your shady vacation club. 

  Sincerely,
  
  ***** Gayle 

  PS, do not have a good day!

  Business Response

  Date: 01/25/2024

  We have contacted this member to discuss this situation. We believe we have resolved the issue. Thank you.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21091225
  
  I am rejecting this response because:
   The company has infact contacted me and decided they would charge me $500 to cancel the contract. I have since paid the $500 to cancel the contract and have submitted my portion of the contract termination papers. Until I receive back their portion that this contract is 100% null, voided and cancelled this dispute is still and will still remain open. When I receive signed documents back I will be satisfied and close this case. The ball is in this companies court now. 
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/29/2024

  We sent the signed Settlement Agreement to you on Friday 1/26/24. Thank you.

  Customer Answer

  Date: 01/30/2024

   
  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. Sapphire resort have cancelled my contract with them and we no longer have any business together. 

  Thank you 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/03/2024

  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.

  The business is a timeshare company and never disclosed that prices would increase yearly

  Business Response

  Date: 01/03/2024

  The prices and annual fees are clearly disclosed in the Purchase Agreement and the Buyers Acknowledgement. HOA annual maintenance fees may vary from year to year depending on the cost of living/ operating expenses. Please contact ****** Services who will be happy to assist you with accessing your member benefits or answer any questions you may have regarding your membership. Thank you.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21073702
  
  I am rejecting this response because: I was given a set price to pay and given gifts that were supposed to be free but were not. I dont want any dealings with this company and need to know what we need to do to cancel said contract.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/05/2024

  We regret you reject our response. We are more than willing to work with you, however we do stand by our previous response and we remain ready, willing and able to provide you with the services promised. Thank you.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21073702
  
  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 but I need a point of contact with a name, address, and phone number to correspond with about terminating said contract.
  
  Sincerely, 
  
  *******************************

  Business Response

  Date: 01/09/2024

  A Manger will contact you ASAP to provide with the information requested. We look forward to providing you with vacations for many years to come. Thank you and have a great day. Remember "Life is short vacations matter".

• Initial Complaint

  Date:12/20/2023

  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 were contacted by My Resort Getaway (owned by Resort Getaways Management) on March 2, 2023. In exchange for our payment of $1,260, we were offered "+3) 6 days 5 nights All Inclusive Resort for 2 Adults 2 Children 12 Years and Under ** 8 years to use **. AND "Bonus +2) 8 day 7 night Cruise Certificate up to 4 People with Balcony Suite Room". These statements are included on the sales agreement. I have the certificate number as needed. We were also told that the cruise portion was for any cruise line and included specialty restaurants and two drink packages. We clarified that this included ALL charges with the exception of a $99 reservation fee. We have taken one land vacation which was great, but, as we have worked to book the cruise, we are now being told that it is two cruises for 2 people (contrary to the "4" mentioned above), for in an inner cabin "Contrary to the Balcony Suite Room", that we are limited to Carnival Cruise lines and that we are being charged additional fees for making the reservation and for specific dates of travel. Spoke with reservations about this and were only told, "you signed indicating you were aware there were terms and conditions". The only statement on the agreement regarding terms and conditions is with regard to receiving automated or pre-recorded calls. This is dishonesty in sales. We discussed it with reservations but their statement was that someone must have made a mistake, and they have no control over cruise reservations. They had sent us the cruise certificate and that is all that they could do. They supposedly do not have any contact who can help us. Please advise on an appropriate solution.

  Business Response

  Date: 12/20/2023

  Thank you for alerting us to your concerns. We will thoroughly review this situation regarding the cruise. I'm sure you have been informed that the cruise product is offered by a third party subject to their own terms and conditions. A manager will contact you to discuss this matter further. We would like nothing more than to get you on another great vacation. Thank you.

  Business Response

  Date: 12/20/2023

  My Resort Getaway (myresortgetaway.com) is not affiliated in any way with our companies. We don't believe we can help you with this situation. Good Luck.

  Customer Answer

  Date: 01/03/2024

  I don't understand. On the same day I receive two messages, the first saying we will look into the matter and the second saying it's not our issue, "good luck."  What gives?

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21036726
  
  I am rejecting this response because: I don't understand. On the same day I receive two messages, the first saying we will look into the matter and the second saying it's not our issue, "good luck."  What gives?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/05/2024

  We apologize for the misunderstanding that exists with your cruise certificates. The terms and conditions associated with their use are clearly stated in on the certificate. If the certificate is not acceptable to you, we are more than happy to provide you with an alternate vacation. A manager will contact you to discuss the possibilities. Thank you. 

• Initial Complaint

  Date:12/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite my repeated attempts to contact them, I have received no response or acknowledgment of my concerns or requests to terminate my contract. This lack of communication has been frustrating and disappointing. The customer service provided by Alderwood Resor Management is far from satisfactory, and they have chosen to ignore my queries entirely.It is clear that they know how to reach me regarding billing, yet fail to respond when I have concerns or issues.As a senior citizen now living on a fixed income, Ive found that the escalating annual maintenance fees and lack of flexibility inherent in my timeshare agreement are no longer compatible with my lifestyle choices or preferred locations. After 36 years tethered to this timeshare, I realize that the dream sold to me was far from reality.

  Business Response

  Date: 12/13/2023

  We do our best to respond to all customer complaints in a timely manner. We apologize if that has not been provided in this case. A Manager will contact you to discuss your situation further. Thank you for your patience.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20968136
  
  I am rejecting this response because: 

  Id like communication to come through the BBB since my emails were ignored previously.
  

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

  Business Response

  Date: 12/20/2023

  We do our best to communicate with our members in a timely manner. A manager will contact you directly to discuss your concerns and hopefully amicably resolve this matter. We would like nothing more than to than to provide you with the services promised. Thank you.

  Business Response

  Date: 12/29/2023

  BBB- Mr. *************************** is an owner here at the Heidelberg Inn & Resort he owns a fractional land timeshare here in the **************.  He has been in contact with me numerous times throughout the year and has been responded to in a very timely manner he just does not like that we do not have a relinquishment program. I offered to help him with the sale of this timeshare and or rental options that would eliminate his yearly dues, he does not want to help himself so he will go into default on his yearly dues if not paid which will affect his credit. Here is a timeline of our correspondence.

  4/16/2023- Phone conservation in regard to using his timeshare and giving up his timeshare which is not a service offered.

  7/20/2023called and cancled two reservations loosing his weeks of use.

  8/25/2023 replied to email sent to cancel ownership:

  From: ********************* <******************************************************>
  Date: August 25, 2023 at 2:00:34 PM PDT
  To: ********************
  Subject: Heidelberg Inn and Resort timeshare info for owner #********
  
  ******************,
     Thank you for the email.  I understand you would like to turn in or cancel your ownership up here at the Heidelberg Inn.Unfortunately we do not offer a buy back or relinquishment program of ownership. The only way to get out from under ownership is to sell or give away your deed and have it registered in Mono county.  If you need help with this please feel free to contact me my information is listed below.
  
  Have a wonderful day,
  
  
  *********************
  General Manager
  Heidelberg Inn Resort
  Office **************
  ******************************************************

  10/03/2023 Sent email to Management company complaining that he hasn't had communication with us despite many phone calls and a email stating that I had not contacted him which is a outright lie.

  ****************** is trying everyting to get out of his responcibilities he is missleading you at the BBB

   

   

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sapphire charges a yearly maintenance fee that is part of the contract. For the first 5 years that was all that was being asked. For the last 5 years they have added a grey card. I never asked for this card and they require you call each year to have it removed. I have asked to never be billed for this again and they say that they are not able to comply and I must call in every year. I just got off the phone with them.

  Business Response

  Date: 11/28/2023

  Thank you for alerting us to your concerns about this matter. We will thoroughly review this situation with our servicer. A manager will contact you to discuss our findings. Thank you for your patience.

• Initial Complaint

  Date:08/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* and I were on vacation in ******, **, and were walking in town when we were approached by a timeshare representative. We were offered a free helicopter flight seeing tour over the ************. We were told the helicopter flight was worth $500 and we needed to attend a presentation to get the flight. We were told the presentation would last 90 minutes. We toured a newly built resort unit. Highland Resorts salespeople told us we would not receive the promised gifts if we left the meeting. We met with salespeople who told us the timeshare was an investment which would increase in value. We were told we could rent out our time if we did not use it. We were told we could sell our timeshare for profit and that the company would buy it back from us. Highland salespeople told us we could vacation at locations around the world. We were told our friends and family could use our timeshare for no additional fees. We were told we could bank our points for use in other years. We believed we had to make a purchase to leave. We were told maintenance fees would not increase. We were told we could offset our maintenance fees with referrals to the timeshare company. We were not told we may have a vote on how maintenance fees would be used. Highland Resorts closing agents told us it was like buying a car and we could cancel the contract later. Some of the contract documents were mailed to us at home. We did not get the helicopter ride we had been promised. We instead were given a tour in a small plane with another couple. By the time we returned home and tried to cancel our contract, the rescission period had ended. We learned that the timeshare company does not buyback timeshares as we had been led to believe when we bought the timeshare. We have not used the timeshare since we bought it. We can no longer afford the costs of timeshare ownership. We have experienced a substantial reduction in income and are not able to travel as we believed we could

  Business Response

  Date: 09/15/2023

  Thank you for alerting us to your concerns. We will thoroughly review your purchase and a Manager will contact you to discuss our findings. From a brief review of your complaint there clearly appears to be a number of misunderstandings about the Club's benefits and procedures for which we apologize. These issues should have been covered in your closing session. Hopefully we can resolve these issues to your satisfaction. Thank you.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact this company to use the membership I have but all forms of communication is not working. I'm told i'm not on the email accepting list so there is no way I can contact the company but they are continuing to take money out of my bank accounts.

  Business Response

  Date: 09/04/2023

  Thank you for alerting us to this situation. It's hard to believe you can't get in touch with us. We will thoroughly review this matter and a manager will contact you to discuss our findings. Thank you.

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2022, I purchased a trial membership with GetAways Resort Management, LLC while on vacation in *********, I was ensured I would have a 2 year trial for $299 which would include not a stay in *********, but a paid vacation to ******, including airfare and stay at their resort. Upon getting back home, I was charged twice. It took several months to get refunded. As soon as I was refunded for the extra membership, my original membership was cancelled. I have been emailing and being told that their IT have been working to resolve the problem for over 6 months. Every time I email them they say it is still being worked on and there is nothing else they can do. I have now lost almost a year of the trial, have been unable to use any benefits or book the paid vacation to ****** or *********.

  Business Response

  Date: 06/26/2023

  Thank you for alerting us to this situation. We apologize for the confusion that exists with you purchase. We will thoroughly review your account. A Manager will contact you to discuss this matter further. Thank you for your patience.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20222323
  
  I am rejecting this response because: Nobody has contacted me to make this right. 

  I would like a refund for the original price paid since I have been unable to use any of your services. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/13/2023

  Thank you for alerting us to your concerns. We will review your account thoroughly to try and determine what happened and how we can resolve this matter. A Manager will contact you to discuss our findings and hopefully get your account back on track. Thank you for your patience.

  Customer Answer

  Date: 07/26/2023

  I have been speaking with a manager for Getaway Resorts who has assured me the refund has been approved and will be received in 5-7 business days.  At that time I will accept the resolution. 
  

   

  Complaint: 20222323
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/27/2023

  As you know we have agreed to cancel your purchase and refund the purchase money funds. Your refund is being processed and you should be receiving in 5 to 7 days. Thank you for your patience.

  Customer Answer

  Date: 07/31/2023

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