Complaints
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/28/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My name is ***** ********. I am from a small town in ********. My girlfriend and I were walking the strip in ********* when someone came up to us offering us free show tickets and free slot play at a casino if we went to a 90 minute presentation. We thought to ourselves that this was a good offer because we wanted to catch some shows. When we got to ************** we sat through the presentation then wanted to leave. We had no intention of buying a timeshare. They kept asking for our income status. We told them we couldn't afford it .They said once it was paid off that all I would have to pay was the maintenance fees. They never mentioned that they would go up every year! They said we could always sell it down the road and make a profit. That would appreciate in value. They said once we got back home we could refinance with our local bank or credit union and get a better interest rate. They lied to us saying it was an investment and how we could make money by renting out the property. We kept saying no but the more we said no the more they kept offering us free stuff like two free cruises. We finally gave in. By the time we got out of there we had been there almost three hours. They wear you down till you give in. That's what happened to us and it was a huge mistake. When we tried to use the cruise's they said they were no longer available. As far as it being an investment that was a lie. This has become a financial burden and the maintenance fees keep going up and up. They lied to get a sale and a commission off of us.This is why I believe I should be able to cancel my timeshare.Business Response
Date: 05/12/2025
Somerointe Realty, LLC's response was delivered to BBB of ********************* via facsimile on May 12, 2025.Initial Complaint
Date:02/25/2025
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is a formal complaint regarding my experience with Somerpointe Resorts and the timeshare contract I entered into. I was subjected to high-pressure sales tactics by an aggressive salesperson who made misleading promises, such as no additional charges and a claim that the annual maintenance fees would remain fixed indefinitely. Since then, these fees have increased annually and are now unaffordable, and I have discovered they last indefinitely. When using the timeshare, we found that most guests were regular vacationers rather than owners, making it difficult to secure bookings. We were also forced to attend ********* meetings during our vacations to access discounts, which should have been owner benefits. Additional issues include unclean accommodations, leftover food in the fridge, failure to receive the promised ocean-view room, and the inability to make use of the timeshare after a traumatic brain injury. Had I known the truth about the perpetually increasing fees and other misrepresented aspects, I never would have purchased this timeshare. I request the immediate cancellation of my timeshare contract and relief from ongoing financial obligations. My experience has been overwhelmingly negative, and I hope this matter can be resolved promptly. I have sent multiple emails to this company with no response. I am requesting someone from this company reach out to me as soon as possible.Business Response
Date: 03/06/2025
Somerpointe Realty, LLC's response to Consumer's Complaint was submitted to the BBB of ********************* via facsimile on 03/06/2025.Initial Complaint
Date:04/24/2024
Type:Sales and Advertising IssuesStatus: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 purchased a promotional package to visit ************** and traveled there 9/23/22 - 9/26/22. We attended the presentation and were ultimately offered a discovery package, ****** points over three years with a bonus ****** for signing and a return trip to **************. We were told that we could combine points with cash to purchase any vacation they offered, and were not told about additional key fees on top of exchange fees that would apply to more in demand travel locations. I have spent infinite hours on the site over the last almost two years, live chatting, and searching for any places that line up with our availability, which is imminently flexible, and there is literally nothing that we have enough points for that will accommodate our larger family, and additionally we cannot combine points and cash for anything we have selected, and we have been willing to consider many, many different locations. Also, the ****** bonus points disappeared from our account, and while the people we have spoken to on the phone about it have all confirm that these points should still be on our account, no one we have spoken to can make the adjustment. The associate who said she was a lifelong employee who would always help us plan travel left the company. Everyone gives us the runaround for reclaiming our bonus points. We ended up spending just short of $4,000 for absolutely nothing - and the associates at the presentation assured us the points never really expire but they do - at this point we dont want to spend any more precious time looking for vacations that we wont have enough points for or that will charge $1699 extra for high demand - we just want to be done with with Somerpointe and be refunded for our waste of money. It is horrendous to spend thousands of dollars on vacations that you cannot take. We send as much money as we can spare to my extremely impoverished family-in-law in ****** and I wish we had sent them what we wasted on this package.Business Response
Date: 04/25/2024
Somerpointe Realty, LLC's response to Consumer has been submitted via fax.Initial Complaint
Date:04/23/2024
Type:Order IssuesStatus: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.
RCI, Somerpointe Destination is a huge fraud! Everything they promised was never fulfilled! Yes, we signed their contract, since they guaranteed us the cheapest prices on hotels, airlines, rental cars and restaurants. But, its all a scam! None of these were available ever! And, they told us it was an investment and we could sell it and sell our discounts on these to make money! Then, we paid $5595 to ACA group attorneys who got us out of our fraud vacation club!! I would love to tel the news and media about this scam to protect others from being scammed and what a fraud company RCI really is!Business Response
Date: 05/31/2024
Somerpointe Realty, LLC's response to Consumer has been submitted via fax.Customer Answer
Date: 06/07/2024
Complaint: 21611655
I am rejecting this response because:I have called ************* now on four separate occasions today and ********************************* and another customer service representative and they all have no idea how to help me when give them the information and instructions that the fax cover sheet provided.
Sincerely,
***************************Business Response
Date: 06/14/2024
Somerpointe Realty, LLC's response to Consumer has been submitted via fax.Customer Answer
Date: 06/20/2024
Complaint: 21611655
I am rejecting this response because::Because *** said its in a status of waiting removal and she said you wont be getting any money back and no money will be refunded. If I dont get my money back I will call KTNV Channel 13, KSNV News, ********* 3, 8 News NOW - KLAS-TV and every other new and radio station in ******, and **** ABC,CBS, and FOX News so no one else will be taken advantage of!
Sincerely,
***************************Business Response
Date: 06/25/2024
Please see attached business response.Customer Answer
Date: 06/25/2024
Complaint: 21611655
I am rejecting this response because:As previously stated, I have contacted Somerpointe Realty LlC (SPR) and I reiterate that if my money isnt refunded, I will contact, report and expose to every ****************************** and social media network and all national news outlets how corrupt this so called vacation club really is!
Sincerely,
***************************Initial Complaint
Date:11/07/2023
Type:Billing IssuesStatus: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 become a victim of identity theft and have observed unauthorized transactions and suspicious activities associated with my identity. I've taken the step of filing a police report, but I'm in need of assistance to address this problem. My primary objectives are to recover my financial losses, clear my name, and I'm seeking your support in removing this account from my credit report. I'm hopeful that you can assist me with this matter.Business Response
Date: 11/17/2023
Please see attached business responseInitial Complaint
Date:10/31/2023
Type:Order IssuesStatus: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 writing to bring attention to some pressing issues regarding Soleil Mangement and urgently seek assistance. As a loyal timeshare owner since ****, my husband and I have encountered numerous challenges with the company that have left us frustrated and desperate for a resolution. Our ordeal began when Soleil Mangement requested us to submit a hardship letter outlining our need to be released from the timeshare agreement. Trusting that they would understand our situation, we diligently complied. However, to our dismay, ***************** swiftly rejected our request, deeming our hardship insufficient. This decision has left us incredulous and disheartened, as no matter what evidence or pleas we present, we are met with a rounding "no." It seems as though our distress falls on deaf ears. The reason behind our hardship is my husband's deteriorating health. Traveling at this point, has become impossible. All we implore for is some relief in our lives. As loyal customers, we had hoped that ***************** would extend their support and understanding in our time of need. Regrettably, they have proven us wrong. We deserve to be let out of this contract as soon as possible.Business Response
Date: 11/01/2023
Somerpointe Realty, LLC's response to Consumer has been submitted via faxCustomer Answer
Date: 11/07/2023
Complaint: 20805648
I am rejecting this response because:
Your company is directly associated with *****************. Therefore, your company should be able to in the very least, assist with this situation. Please let us know how you can help us in this matter.
Sincerely,
*******************************Business Response
Date: 11/17/2023
Please see attached business responseInitial Complaint
Date:10/30/2023
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 6th, 2023 I bought the small timeshare plan. It is the trial. it was $2750. They promised I would get 30k travelling miles. I received 15k miles. **** half, and after reviewing you can't go anywhere unless you have the 30k -- so I called several times - May 5, June 15, August 3-- and every time they said it would take ***** days to update my account with the correct amount of miles. I still have not received them and now I'm outside the allotted time frame to dispute it with my credit card company. They knew exactly what they were doing and took advantage. I still have not received my miles, and I would like my money back.Business Response
Date: 11/01/2023
Somerpointe Realty, LLC's response to Consumer has been submitted via faxInitial Complaint
Date:10/11/2023
Type:Order IssuesStatus: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 saw a tempting $99 vacation ad on ********* which led to me signing a timeshare deal. But when I looked more closely, I found some issues, like higher maintenance fees and a two-year commitment instead of the one year they initially said. I agreed to attend a two-hour conference at the resort, fearing a penalty of about $700 if I didn't. I went to a ********* resort where they showed how owning a timeshare could save money over a decade. Thinking of buying property later, I accepted a reduced timeshare offer at $13,089, covering all costs and including a subscription to CRI for point exchanges and maintenance fees over two years. After realizing these contract problems and failing to get help from the company, I needed outside assistance to sort things out, including possibly canceling the contract.Business Response
Date: 10/25/2023
Somerpointe Realty, LLC's response to Consumer has been submitted via faxCustomer Answer
Date: 10/26/2023
Complaint: 20724127
I am rejecting this response because: They have been answering my filing complaints with denials but now all of a sudden it's "contact this number because we cannot help you". This whole company is a fraud.
Sincerely,
*******************************Business Response
Date: 11/01/2023
Somerpointe Realty, LLC's response to Consumer's rejection has been submitted via faxCustomer Answer
Date: 11/08/2023
Complaint: 20724127
I am rejecting this response because: I have been in response with the business but I cannot close this until I receive word that we can resolve this amicably
Sincerely,
*******************************Business Response
Date: 11/17/2023
Please see attached business responseCustomer Answer
Date: 11/21/2023
Complaint: 20724127
I am rejecting this response because: I have contacted you and i'm waiting for a response for an amicable resolution. Yet you don't respond to my letter and want this complaint closed.
Sincerely,
*******************************Business Response
Date: 11/27/2023
Somerpointe Realty, LLC's response to Consumer's rejection has been submitted via faxInitial Complaint
Date:06/21/2023
Type:Sales and Advertising IssuesStatus: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 been tied down with this timeshare long enough, we are tired of the hassle of booking and not having control of where we want to vacation. We are paying for vacation time that we havent been able to use. At the presentation we were faced with numerous people, all of whom were very pushy and would not take no for an answer. It was extremely uncomfortable, but nevertheless, what we held onto was that we would have the ability to use our timeshare at any of the resorts that your company owned, including resorts in ******. We were also assured that ONLY owners could stay at the resort locations and MAINLY, what pushed us into the purchase, is that we would be able to sell our piece of the Tahiti resort should we choose to do so in the future. Were filing this complaint now because not only have none of those things happened, but we were completely dismissed by ****** when we brought our concerns to their attention. They told us to contact the seller about terminating our ownership, but the seller, Soleil LV LLC, went through bankruptcy, so we have no way of getting a resolution through them. This is an unacceptable response. We have experienced anxiety and stress because the maintenance fees continue to increase every year. We are also stressed whenever we are unable to use the timeshare during the year because we have paid for it. We are currently spending almost $1000 every year on maintenance fees with the quality of the rooms and the breakfast being the lowest. We are owners, we should have the best quality that is offered, and that is just not the case with Soleil. This timeshare is fully paid for, so there should be no issue in giving us a release.Business Response
Date: 07/05/2023
Somerpointe Realty's response to Consumer's rebuttal has been submitted via faxCustomer Answer
Date: 07/10/2023
Complaint: 20212320
I am rejecting this response because:I already contacted them and they won't do anything to help me. Every time I reach out the blame gets put on a company that is out of business and no one is taking responsibility here. That's unacceptable. Please help me work with the resort on a resolution.
Sincerely,
*********************Business Response
Date: 07/17/2023
Somerpointe Realty's response to Consumer's rejection has been submitted via faxCustomer Answer
Date: 07/25/2023
Complaint: 20212320
I am rejecting this response because:Once again, I already contacted the current developer and they won't do anything to help me. I strongly recommend your company reach out to them on my behalf to ask them to work with me on a resolution.
Sincerely,
*********************Business Response
Date: 08/14/2023
Somerpointe Realty, LLC's response to Consumer's rejection has been submitted via faxCustomer Answer
Date: 08/15/2023
Complaint: 20212320
I am rejecting this response because:The business stated they sent a fax with their response, but there is nothing in my complaint showing a new response from them. The last one was received on 7/18, which is the one I last responded to.
Sincerely,
*********************Customer Answer
Date: 08/18/2023
We refuse to believe there is nothing you can do to assist us. As we've stated again and again, we haven't gotten through to anyone who has been willing to help us. The least you could do is provide us with a point of contact that can actually assist us.Business Response
Date: 08/22/2023
Somerpointe Realty, LLC's response to Consumer's rejection has been submitted via faxInitial Complaint
Date:06/08/2023
Type:Order IssuesStatus: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 currently own a timeshare with ******************** and dont want anything to do with this timeshare anymore. We**;ve had less than enjoyable experiences during our vacations and can**;t justify the cost of this any more. Any time we**;ve gone we**;ve run into problems with our vacation. On our first trip back we found our unit had ants everywhere. Additionally, there are roosters around the property that make it impossible to have a relaxing time. We were also told with the *** red zone we could travel worldwide using our timeshare week due to the value of having it based in ******. They also said that being in the RED ZONE our timeshare had value because everyone wants to go to ****** and in some places not so valued we**;d be able to extra days in other states or countries, this wasnt the absolute truth, and they forgot to mention it had an annual membership fee ($450.00 at the time) in order to use the *** Advantage. When we reached out to Soleil about this, they said theres nothing we can do except try to sell it ourselves. How is it possible that there is nothing in place to work with owners to end their ownership? It seems ludicrous to put the full responsibility on us to sell this timeshare. There are tons of timeshares on the market listed for free or next to nothing that are just sitting there. No one wants a timeshare these days, and we can**;t blame them. Soleil and H333336**3131343430**H have a responsibility to work with us on a resolution since there was plenty of misleading information given to us from the get go.Business Response
Date: 06/09/2023
Somerpointe Realty LLC has responded to this complaint via facsimile transmittal.Business Response
Date: 07/12/2023
Please see attached Response by ***************** to Complaint # ********
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