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:06/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint because ***************** has completely ignored my countless attempts to resolve issues with my timeshare account #*********. Over the past several months, Ive sent letters, emails, and even mail to their corporate office, but theyve only responded once, months ago. Since then, theyve ignored me while continuing to send past due ******** currently over $9,000 behind on payments and facing serious financial hardship due to personal circumstances like divorce and single parenthood. Ive explained my challenges to ****, but they refuse to offer any help. From my research, many ********* companies provide options like hardship programs, settlements, or ways to exit agreements in extreme cases. However, **** hasnt offered any options and insists Im stuck in the contract for life because I didnt cancel during the rescission period.Their treatment feels inhumane and shows a complete lack of basic customer care. They continue to enforce a rigid stance without any willingness to work toward a solution, leaving me in a dire situation. I need the BBB to step in at this point. ASNY should be accountable for ignoring customers like me while refusing to offer any reasonable path forward. Their behavior is unfair and unethical, and I need help to resolve this situation.

  Customer Answer

  Date: 06/17/2025

  Please see the attached purchase agreement per your request.

  Business Response

  Date: 06/30/2025

  Please see attached response by Soleil Managment on complaint ********, Thank you

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations to stay at ****************** for March 20th unite 117 Miramar through the ******** website. I decided to stay here because of my family size with special needs. The date of the arrival we were greeted and everything seemed well till we entered our unit. The Unit was very hot and I went to the ac unit and was not able to cool the unit. I then went to the front desk to explain and I was ask to leave because they could not accommodate us. They stated that the maintenance people lefr. My children and I had to drive back 6 hour drive back home. I explained that my children had special needs and couldn't stay in that unit. They refuse to accommodate us. I have tried to contact them for a refund and they refuse.

  Customer Answer

  Date: 06/11/2025

  This is the management office were I spoke to Iris about the ** repair. This is when **** states that there is no Maintenance person available to service it. Which led us to leave. We didn't not stay at the ********************

  This is the address:

  ******************************************************************************************** Miramar 

  Tel: ************

   

  Business Response

  Date: 06/12/2025

  Please see Soleil Management's response to complaint # ******** - Diamylia ********, Thank you, 

• Initial Complaint

  Date:05/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am reaching out to request your assistance in mediating an issue regarding a timeshare cancellation with Soleil Management - ********************I emailed the company multiple times in December 2024, as well as in January and a letter in March of this year, to formally request the cancellation of my timeshare contract. Unfortunately, I have not received any response or acknowledge, which has left me feeling frustrated and uncertain about how to proceed. There are several reasons for my cancellation request. Over the years, i have encountered increasing challenges in securing dates and accommodations that fit my needs, that fit me needs, which has greatly diminished the value of the timeshare for me. Additionally, my personal circumstances have changed significantly. After losing my wife to a prolonged illness. I've been left with substantial medical expenses that make it impossible for me to maintain the timeshare. Without her, I also no longer have the stability or motivation yo manage or utilizing it. Its important to note that the ********* contract has been fully paid off, which i believe should simplify the cancellation process. Despite this, my repeated repeated attempts to seek guidance and resolve this matter with the resort have gone unanswered.I kindly ask for your help in mediating this situation. I would deeply appreciate your assistance in encouraging Soleil Management to provide a resolution and resolution and respond to my cancellation request promptly. Thank you so much for your time and understanding.Sincerely **** M ****** Contract - **********

  Business Response

  Date: 05/23/2025

  Please see attached response by Soleil Management for complaint ********, Thank you

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,We are reaching out to formally request your assistance in mediating a contract issue with Soleil Management - **************. Despite sending two prior emails to Soleil Management, and also sending a registered letter, we have received no response, which has been both disappointing and frustrating.We are seeking to cancel our timeshare contract due to significant personal and financial challenges. Recent health and mobility issues have made it difficult for us to travel and use the timeshare, even though we rarely used it in the past. Additionally, the increasing maintenance fees have placed a financial burden on us as retirees on a fixed income, impacting our ability to meet essential living and healthcare expenses.We are also deeply concerned about the implications this timeshare may have for our children. Both of our children have expressed no interest in assuming responsibility for the timeshare due to its complexities and lack of utility for their lives. We do not wish to burden them with this obligation in the future.Given that the timeshare has already been fully paid off, we believe our request to be released from this contract is fair and reasonable under the circumstances. We kindly ask for your mediation to help resolve this matter, as we have been unable to obtain a response or guidance directly from Soleil Management.Thank you for your time and support. Your assistance in this matter would be greatly appreciated.Sincerely,**** and ******** *********

  Business Response

  Date: 05/05/2025

  Please see response by Soleil Management for Complaint # ********, Thank you

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23278849
  
  I am rejecting this response because: The timeshare has still not addressed my concerns and there has been no resolution.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 05/23/2025

  Please see attached response by Soleil Management for rejection complaint ********, Thank you, 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23278849
  
  I am rejecting this response because: This is the exact same denial they sent me the last time. No cancellation has been offered so far. Thank you for your help. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service 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 a problem that can only be solved by upper management. I have called multiple times and sent an email, bit still have not made contact with the necessary personnel. I have an opportunity to clear up some debt that I have with the company, but I will need several things to happen first and the customer service people don't have the authority.

  Business Response

  Date: 04/08/2025

  Good afternoon, Consumer needs to be more specific on what her complaint is.

• Initial Complaint

  Date:04/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a week of use and was not allowed to use it. They are unscrupulous in predatory practices and sales tactics. Was not provide adequate information before the sale.

  Business Response

  Date: 04/15/2025

  Please see attached response by Soleil Management for complaint ********, Thank you, 

• Initial Complaint

  Date:03/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a timeshare contract with Soleil Management, which I legally canceled within the required 28-day period. However, the company has refused to acknowledge my cancellation and has continued to: 1.Ignore My Contract Termination Request Despite repeated written requests, Soleil Management refuses to confirm my cancellation and continues to claim I owe them money. ******** False Delinquencies to *************** They have inaccurately reported late payments to credit bureaus, severely damaging my credit. 3.Engage in Predatory Practices and Emotional Harm For 11 years, they have failed to remove my late fathers name from my mothers timeshare contract, causing significant emotional distress and using high-pressure sales tactics to coerce her into a points-based system. 4.Harassment and Lack of Transparency Soleil Management has ignored my repeated written requests for all communication to be in writing and instead continues to insist on phone calls, which I have explicitly refused. 5.Failure to Respond to Legal and Regulatory Complaints I have filed complaints with the *******************************, *******************************, and am consulting legal counsel. Soleil Management has yet to provide a substantive response. Resolution Sought I request that BBB intervenes to hold ASNY / Soleil Management accountable and ensure that they: 1.Immediately confirm the termination of my timeshare contract. 2.Remove all false delinquency reports from my credit file. 3.Cease all further contact outside of written communication. 4.Correct the contract to remove my deceased fathers name from my mothers timeshare agreement. Soleil Management has demonstrated a pattern of misconduct with numerous legal actions and consumer complaints filed against them. This situation has caused financial harm, emotional distress, and undue hardship. I seek urgent resolution before I escalate this matter further

  Business Response

  Date: 03/24/2025

  Good afternoon, please see attached response by Soleil Managment on Complaint # ******** - *******, Thank you

• Initial Complaint

  Date:02/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I am reaching out to seek your assistance in mediating a dispute with Somerpointe - Sands of Kahana regarding the termination of our timeshare contract. At this stage in our lives, owning a timeshare has become increasingly burdensome. As retirees living on a fixed income, the rising maintenance fees have placed a significant financial strain on us. Furthermore, since relocating from ********** to **********, traveling to ****** has become exceptionally challenging. At 74 years old, the long flights have become exhausting and unmanageable. We have communicated these concerns to Somerpointe. Unfortunately, our request to terminate the contract was unjustifiably denied. Given the circumstances, we believe their response does not reflect understanding or fairness toward our situation. We kindly request that BBB mediate this matter to help us find an equitable resolution. Your assistance in resolving this dispute would mean a great deal to us. Thank you for your attention and understanding. We look forward to hearing from you.Sincerely,****** & ***** ****** Member#- ******

  Business Response

  Date: 03/04/2025

  Please see attached response by Soleil Management for Complaint #********, Thank you

  Customer Answer

  Date: 03/06/2025

  Dear Better Business Bureau,
       We want to take a moment to sincerely thank you for intervening in our timeshare cancellation request. Your efforts have meant so much to us in a stressful and discouraging situation.
        The timeshare has been nothing but a source of difficulty for us, and at times it feels unnecessarily so. We firmly believe that the company has granted cancellation requests in the past, and it's hard to understand why ours cannot be considered after the years of loyalty weve shown them.
       At this stage of our lives, now in our 70s, the weight of the increasing maintenance fees has become overwhelming, especially as we deal with the challenges life has thrown our way. Continuing to pay these escalating costs feels like an unbearable burden, and frankly, the lack of understanding or compassion in this situation feels unfair.
       Despite these frustrations, we are deeply appreciative of your involvement and advocacy on our behalf.
  
  With warm regards and sincere gratitude,
  ****** & ***** ******
  
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23002837
  
  I am rejecting this response because the issue has not been resolved.  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/06/2025

  Please see attached response by Soleil Management for Rejection Complaint #********, Thank you

  Customer Answer

  Date: 03/23/2025

  Again, we would like to thank you for your time; however, the issue remains unresolved at this time.  

  Sincerely, 

  ****** and ***** ******

  Business Response

  Date: 03/24/2025

  Good afternoon, please see attached response to Consumer rejection on Complaint ******** - Dutton 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23002837
  

  We really appreciate your continued involvement. However, we are still unsatisfied with Soleil Management's response. We owe nothing to them, and we are still paying the maintenance fees for the timeshare we are not using. They are obviously not maintaining it for us. We are in our mid-70s, retired and on a fixed income. Traveling this distance is no longer physically possible nor is it affordable. Furthermore, we have no relatives interested in assuming ownership of this timeshare. This is inhumane. We just want out.
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/26/2025

  Please see attached response to 2nd rejection for complaint #********, Thank you

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23002837
  
  I am rejecting this response because it still does not provide an adequate resolution.  We really do appreciate your continued involvement. However, we are still unsatisfied with Soleil Management's response. We owe nothing to them, and we are still paying the maintenance fees for the timeshare we are not using. They are obviously not maintaining it for us. We are in our mid-70s, retired and on a fixed income. Traveling this distance is no longer physically possible nor is it affordable. Furthermore, we have no relatives interested in assuming ownership of this timeshare. This is inhumane. We just want out.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/08/2025

  Please see attached response on rejection complaint #********, Thank you

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service 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 sent an email in November that was never responded to. So, late January I called the business to follow up. I now know why they don't answer written correspondence: They have nothing to say. They pass responsibility to "the developer". ****, if you bought my contract then you own it and your responsibility to handle this.

  Business Response

  Date: 02/28/2025

  Please see attached response by Soleil Management for Complaint # ********, Thank you     

• Initial Complaint

  Date:01/16/2025

  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.

  I received my invoice for maintenance fees 07/24. I called & set payment arrangement 07/10/24. Fees are $1700 a year. 4 payments in *******. In 09/24 I went to book a getaway & noticed my points were gone. I called ***************************** said my points were blocked in 08/24 for non payment of my maintenance fees. I explained I set up payment arrangements & never informed points would be blocked. I had already made 2 payments. The manager said they didn't need to inform me that it was stated in my contract. I requested a copy of my contract & of course nothing is stated. I called multiple times & got the run around. The manager also said that after my maintenance fees are paid it will take 2 months to reinstate my points. October 10. 2024 my maintenance fees are paid off. A week after my final payment had been made I was charged a late fee on my credit card by Soleil. I contacted *********** did not give me an explanation. I asked how long before my points are returned & they said a few weeks. I checked my ***************** I contacted ********** said once my maintenance fees were paid that it should take less than a week to return my points. I have been going back and forth since September in regards to getting my points reinstated. In early December 2024 the points were still not returned. Soleil kept saying they were & they had released them but they were not.. I contacted *** and they said Soleil needed to call to remove the block. 12/26/24 my points are not reinstated. I contact them again and they say they are restored. Finally 12/27/2024 my points are restored.. 01/14/2025 I log in ******** points are gone. I contact ********** said Somerpointe adjusted the points back. I contact *********** said I used my points in 2023 & 2024. My points were released 07/24 and blocked 08/24. I never used the points, that's my dispute. I sent Soleil my RCI history that shows the dates and points used. No response. I have all the emails from *************************** I need help asap!

  Business Response

  Date: 01/27/2025

  Please see attached Soleil Management response to complaint # ********, Thank you

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22816678
  
  I am rejecting this response because: I used my entitlement to book the trip, I did not use my RCI points. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/27/2025

  Please see attached business response.

  Business Response

  Date: 01/28/2025

  Please see Soleil Management's response to Consumers Rejection January 27, 2028. Thank you,