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:10/09/2023

  Type:Billing 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 booked a room online at ********************** (Vacation Village Resort). THe room was paid for prior to arrival. At check in, the front desk stated I had to pay a resort fee. I resisted, stating that I has paid in full, that I understood resort fees were not applicable. I was told it was required to stay here. I wrote across the bill that these charges were after booking and not disclosed at booking. It is my understanding that this Resort fees are in violation of ******** Deceptive Trade Practices Law.

  Business Response

  Date: 10/10/2023

  Good Afternoon Mr *******, As we discussed today we have resolved the issue. We apologize for the inconvenience. 

  Customer Answer

  Date: 10/10/2023

  Hello BBB,

  I just recieved a phone call from *********************. I was told that the full amount of the resort has been refunded.

  I am satisfied with this result and wish to close my complaint.

  Thank you for your swift help!

   

  Customer Answer

  Date: 10/12/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:09/27/2023

  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.

  I was scammed into purchasing a timeshare. I was given false information. I was told that I could do things with this timeshare, that I have not been able to do.

  Business Response

  Date: 09/27/2023

  Please see attached response. 

   

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20664029
  
  I am rejecting this response because: I feel that you have not taken the necessary time to understand how this transpired. We were manipulated by your tour guide. She used sales tactics to make us trust her word, and we did. The realization of her dishonesty did not becomar apparent until recently. We have not use this timeshare because of this very reason. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/02/2023

  We are in receipt of the follow-up communication from Consumer. We have reviewed Consumers initial Complaint dated September 27, 2023, and their rebuttal response dated September 28, 2023, along with all of the other details related to this transaction again. After another review of the relevant information, I wish to inform you that our position remains unchanged.
  
  We have confirmed that all of the terms,fees and costs associated with the purchase are documented in writing for mutual protection. Consumer received a copy of all documents that they signed on the date of purchase along with a plethora of other information to take home with them. Consumer also received the statutory cancellation period on the date of purchase. During the cancellation period, Consumer was able to further review all documents, obtain additional information, and cancel the transaction with a full refund, if desired. Consumer entered into the agreement to purchase of their own volition more than one year ago. Once the cancellation period has expired, as it has done in this case, Consumer no longer has the ability to unilaterally cancel the Contract.
  
  We welcome the opportunity to speak with and assist Consumer directly. If Consumer would like, I would be happy to arrange a ************* for a Concierge Representative to call the Consumer. Alternatively,Consumer may contact our **************************** by phone at ************** Monday through Friday from 8:30 a.m. to 6:00 p.m.EST or by email: *************************************.
  
  We appreciate your attention to this important matter. Please feel free to contact me if you should require any additional information.
  
  Sincerely,
  
  ********************
  Corporate Relations Manager
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  Dear Better Business Bureau,I hope this letter finds you well. I am writing to you in regards to Vacation Village Timeshare as I have been encountering issues with their customer service. Despite numerous attempts on our part, they have failed to address our inquiries and concerns.During our investigation, we stumbled upon several online forums where discussions regarding hardship exits from Vacation Village Timeshares were taking place. It was brought to our attention that while certain customers are offered exits, others are not. This raises questions about the fairness and transparency of their practices.We would appreciate your assistance in understanding this discrepancy and why some customers are given preferential treatment. In the spirit of fair business practices, we believe it is critical that all customers are treated equally and are given the same opportunities. We look forward to your guidance and assistance on this matter.Thank you for your time and consideration.*********,****** and *********************

  Business Response

  Date: 09/03/2023

  Mr. and *****************,

  After reviewing our records, we verified that we have in fact responded to all of your communication in a timely and professional manner. Although we are able to assist our owners through many channels such as email and text, we find that a phone call tends to yield the best results. We have called you and left messages, and you replied via email that you did not want to discuss over the phone. We also emailed you instructions to assist with your request and you did not supply the required documentation that was asked of you. We are consistent in our messaging. The instructions you received are the same that all of our owners receive and follow. I attached our reply which reiterates the procedure for your convenience. Please let us know if you have any questions. 

  Regards,

  Eldorado Resorts Corp.

  Management

• Initial Complaint

  Date:08/09/2023

  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.

  This is only document I have in my possession.  I don't have a contract.  I can try to get a copy but it may take serval days. I had requested an extension by email to ****************  

  *************************

  Customer Answer

  Date: 08/03/2023

  This is only document I have in my possession.  I don't have a contract.  I can try to get a copy but it may take serval days. I had requested an extension by email to ****************  

  *************************

  Customer Answer

  Date: 08/09/2023

  I've got a wild story to share about Nerkhire Mountain Lodge Resort. So, out of the blue, they send me this mysterious invite with promises of freebies like lodging, gift certificates, and food. I'm like, "Why not give it a shot?" But lemme tell ya, it was a sneaky trap to drag me into some sketchy presentation I had no clue about!My biggest gripe is with their darn timeshare contract. I've been trying to cancel it forever, but it's like they've gone ghost on me! My finances are tight, especially after my partner passed away, but do they care? Nope, they're treating me like I'm invisible, and it's seriously ticking me off!Oh, and get this - they're the kings of false promises! They dangled all these freebies in front of me, but guess what? I barely got a thing! Now I'm stuck with these insane fees they never bothered mentioning, and it's driving me bonkers!During that shady presentation, the salesperson was the master of mumbling. They didn't explain squat, just wanted me to throw money their way. Seriously, they're like expert thieves or something.Bottom line: I'm waving the red flag on Nerkhire Mountain Lodge Resort! They're a bunch of scammers who don't give a hoot about us customers. Save yourselves the headache and steer clear of this hot mess!

  Business Response

  Date: 08/20/2023

  Please see attached response. Thank you. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20399192
  
  I am rejecting this response because: at the time I did not really understand the documents and what I signed,  I was told it would be rented out and I can make money that way,  Aparently, it doesn't work that way.  There was no way I could take vacations that cost me more money than I have.  I fullu paid it off and I want to get out of paying the annual fees.  I am in my 80's and cannot continue to keep the property or pay the fees.  I want to be free of the timeshare business.  I dont have the finances to keep paying. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/03/2023

  Please see attached response. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20399192
  
  I am rejecting this response because:
  I am not using the offers made by Berkshire. I do not use the timeshare. And I do not plan to use it ever. I do not plan to make payments on maintenance costs because I do not use the property. Whoever uses it need to clean up after themselves or pay those costs. That is my final answer. 
  Sincerely,
  
  *************************

  Business Response

  Date: 09/27/2023

  Please see attached response.  

• Initial Complaint

  Date:07/19/2023

  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.

  5/14/2023, a lady named ****** at the Vacation Village Resorts sold the time share to me and my husband. We deposited $832.65. We were told that we can change our minds then cancel the transaction to get full refund. It was schem. We came back home and realized Financial difficulties. We decided to give up the time share. Unfortunately when we contacted them, we couldn't even cancel or deed back them. All the documents were perfect to hit us. Please please help us out of this time share. Contract # *******

  Business Response

  Date: 07/19/2023

  Dear *************************** and **************************,

  Thank you for reaching out to us. Please see reply with supporting documents. 

  Sincerely,

  Eldorado Resorts Corp. Management 

   

  Customer Answer

  Date: 08/03/2023

  I wish I could provide more information.  However, I want to you know that this business was letting us fall to pit. I hope that you do your best to help other people not become like us. We are desperate and depressed. 

  Business Response

  Date: 08/20/2023

  We are here to assist with all of your travel needs. Please do not hesitate to contact our ***************************** at ************** so that we may assist you in making memories to last a lifetime. 

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have asked this company directly to cancel our timeshare ownership but they have not offered any assistance. In their last response to us, they told us "we do not accept your proposed gift of the referenced timeshare." We want them to cancel this ownership and take it back. Based on the negative reviews, the * rating, and the lack of BBB accreditation, we are not sure that there are many people who would accept this "gift". We have met all of our financial obligations to this company over the years even though we are not using the resort. We have not even been able to rent out this timeshare as we were led to believe in our sales meeting. The maintenance fees continue to rise each year and we are stuck paying them for nothing. There is no reason that this company won't take this ownership back from us when they should actually be refunding us our money so far.

  Business Response

  Date: 10/09/2022

  ****************,

  Good afternoon! Your message was directed to **************************. I checked our system and I do not see that you own at our location. I do however see that you have an ownership at ************************ since 2009. As your ownership is at another resort, we are unable to assist. I have forwarded your information to my colleague who may be able to forward to the appropriate parties or can point you in the right direction. Please allow for some time for them to review and reply.

  Thank you and have a great day!

  Management

• Initial Complaint

  Date:08/21/2022

  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 went to a timeshare presentation with my wife and son. We were promised a 90 minute presentation and we would get 3 tickets to see Mat Franco, breakfast, a 4 day/3 night trip to use in 2 years and a restaurant gift card. We were there for 3 hours. The breakfast consisted of coffee, juice, an orange, a yogurt and a granola bar. We went to the box office to get the Mat Franco tickets like the rep told us to do. The box office said they don't exchange there, that we had to call a number for this. We didn't have time for that and ended up paying $300 out of pocket for the tickets. Looking at the 4 day/3 night trip, it says it has to be used within 1 year and not 2 years. I am very frustrated that we were told very different things than what we received.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/06) */
  ************, I've received a copy of the Mat Franco voucher that you received on 8/15 @ 12:52 PM. It clearly outlines how to redeem the voucher for seats to the show. You were able to do so online or via telephone by 4:30 pm on the date of performance.
  
  Either way, it is our desire to assist in any way we can and I reached out to out Marketing Department for help as they are the issuers of the incentive.
  
  I was advised that our Marketing team has reached out to you to return the vouchers so we can seek a refund from the vendor we purchased them from. Once we receive them and confirm the refund from the vendor then we will contact you to find a resolution. We look forward to speaking to you soon.