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:07/28/2025

  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.

  authorized the original charge, but they couldnt provide the service as agreed (original dates unavailable), then tried to upcharge you after the fact, and when you declined and asked for a refund, they said they would but didnt confirm anything and now theyre dodging you. Thats bait-and-switch behavior and its still grounds for a chargeback and a consumer complaint.

  Business Response

  Date: 07/28/2025

  Greetings,

  Kindly provide your account # or contract # so we can further assist you. The information given does not match our records. Thank you  

  Customer Answer

  Date: 07/28/2025

  after sending an email, letting them know that I was gonna contact you BBB they finally sent the confirmation email that they would return my money

  Customer Answer

  Date: 07/28/2025

   
  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. after sending an email, letting them know that I was gonna contact you BBB they finally sent the confirmation email that they would return my money
  
  Sincerely,
  
  ****** *****

• 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.

  Were incredibly frustrated and have been left in a really unfair situation due to the Villa Group and their timeshare services. From the beginning, our experience with Villa Group has been anything but positive or satisfactory. We bought this timeshare based on assurances from their sales staff, an example being that the rental process would be straightforward - which has proven to be false. We tried multiple avenues to rent it out, but the process has been far from "easy" as they promised.During the initial transaction, we were pressured into applying for credit cards for down payments, a decision we deeply regret because its become a clear financial burden. Our current financial situation with these credit card debts, on top of the responsibilities we have towards our children, is causing significant distress. Another major concern is the lack of any useful customer service and contradictory information from the sales representative and ********* - all adding to our frustration and confusion.Weve repeatedly requested to cancel our membership and seek a partial refund due to these complications. But the Villa Group insists that we are past the "resignation period," ignoring the fact that these issues COULD NOT have been identified within such a short, impractical timeframe. This policy is rigid and unfair considering the misleading information provided at the time of sale, and they dont seem to care. All we want is an empathetic and fair response and solution from the Villa Group, including the immediate cancellation of our timeshare and a partial refund.

  Customer Answer

  Date: 06/25/2025

  here is the contract for the Villa Group

  Customer Answer

  Date: 07/09/2025

  please let me know if you need anything else.

  Business Response

  Date: 07/14/2025

  Greetings,

  After carefully reviewing the file of this membership, we would like to clarify that a welcome call was conducted shortly after the purchase, during which the terms and benefits of the membership were reviewed and agreed upon. This call was designed specifically to ensure transparency and provide an opportunity to address any questions or concerns.
  
  As a gesture of goodwill and in an effort to find an amicable resolution, we would like to offer you the option to retain a points-based membership equivalent to the principal amount you have paid to date.
  This would allow you to enjoy the benefits of the vacation club without further financial obligations moving forward, while still receiving value for your investment.
  We hope this proposal demonstrates our commitment to working with you toward a fair and reasonable solution. Should you wish to proceed or have any questions regarding this offer, please dont hesitate to contact us directly
  
  
  Saludos!
  
  <image002.png> ***** ******* ******
  Member Services Director
  PH ************* | EXT 1001
  TOLL FREE ************** ****************************************************************

• Initial Complaint

  Date:06/11/2025

  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 writing to formally request your assistance in mediating an ongoing dispute with Tafer Resorts that has been unresolved for the past four months.We recently entered into a timeshare agreement with Tafer Resorts, but unfortunately, the experience has been deeply disappointing and problematic. Despite multiple attempts, we have been unable to utilize the timeshare on the dates we requested. Each time, we were informed that our desired dates were unavailable and advised to keep trying, which has rendered the timeshare useless to us and devoid of the value and flexibility promised at the time of purchase.Additionally, the booking process has been extremely frustrating and inefficient. The website is cumbersome to use, and we have been repeatedly directed by both the resorts and Interval World to call for assistance instead. On several occasions, we reached out to our sales representative, Mr. ****** Villalvazo, regarding these booking difficulties. However, his responses via text were unhelpful, and we felt we were being unfairly dismissed.This situation has created a significant financial burden on our already tight budget. The ongoing costs of the timeshare, combined with its lack of benefits, have made this arrangement unsustainable. For instance, we recently tried to make a booking for June 13th to 16th to celebrate our anniversary, only to be informed that no availability existed until July or September. This has further added to our frustration and ***************** date, Tafer Resorts has refused to cancel our contract despite these unresolved issues and clear misrepresentations at the time of purchase. We are reaching out to the BBB in the hope that you can mediate this dispute and help us find a resolution.We appreciate your time and consideration in assisting us. Please feel free to reach out if further details or documentation are required.Sincerely,****** and ******* ****** ************

  Customer Answer

  Date: 06/28/2025

  We have not received no response.  

  Business Response

  Date: 07/01/2025

  Dear BBB and *********************************** you for bringing your concerns to our attention. We appreciate the opportunity to respond and clarify the situation.
  After carefully reviewing the details of your case, we must respectfully state that the rescission (cancellation) period for your membership has passed, as outlined in the purchase agreement signed at the time of sale. Therefore, cancellation of the contract is no longer possible under the terms established.
  Regarding your reservation concerns, we would like to clarify that all bookings are subject to availability, as stated in the Membership Rules and Regulations. This condition is clearly outlined in the documents provided to all members.
  Additionally, we have thoroughly reviewed our system records through *********, our official ********************** located in **********Based on our findings, we were unable to locate any request made under your membership for the dates of June 1316, 2025. It is important to note that only ********* agents are authorized to provide availability, make reservations, and manage member accounts. Sales representatives are not equipped to handle such requests, and their role is limited to the initial purchase process.
  We genuinely regret any inconvenience you may have experienced and would be more than happy to assist you in understanding how to fully utilize your membership benefits. We encourage you to contact ********* directly for assistance with availability or booking future stays.
  
  Bets regards
  
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************************************
  ********************************************** TOLL FREE ***************

• Initial Complaint

  Date:05/19/2025

  Type:Billing 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.

  On March 1, 2025 The Villa Group charged my credit card $2,908.80 for "Maintenance fees" without authorization. The total is $2,505 for annual Maintenance fee plus Reactivation fee of $75 and late fee of $300. I had been paying $208/month on a scheduled monthly auto-pay on my credit card. When I called them about the lump sum charge in March for the entire year, they told me the dues were due in November, 2024 and that I was late and that it was my responsibility to contact them every year to set up (re set up) a payment plan. I had NEVER been asked to do this in the past. Auto-pay was always active and I paid my monthly fee without any issues. Until now. They have subsequently been charging my card, again without authorization, for late fees, re-activation in the amount of $403.80. When speaking with a Villa Group Supervisor today, he told me they are based in ****** and that they did nothing wrong. The Villa Group are in breach of terms of payment by charging my card without authorization multiple times. No effort to contact me had been made to notify me of the change. Just a massive credit card charge. I found out by checking my credit card statements. I have lost complete trust and faith in this organization and request a full refund of the money I spent ($53,234.88) to buy into this time share organization and want my membership cancelled. The Villa Group engaged in high-pressure sales tactics with me more than once. This is on record with The Villa Group. Their apologies for the salesperson(s) behavior was accepted at the time. This breach of contract and trust is the last straw with me. I simply want a refund for the amount of my money they hold and I want to walk away.

  Business Response

  Date: 05/22/2025

  To whom it may concern,

   

  In regards to BBB Serving ***************, Consumer Complaint #********, The company wishes to clarify that, at the time of purchase, the member provided credit card authorization for the processing of both loan payments and maintenance fees. As was explained to the member, if they choose to pay their maintenance fees through a monthly payment plan, they are required to notify ********* each year. Otherwise, the full annual payment will be processed automatically.
  
  According to the account history:
  
  In 2022, the member paid the maintenance fee in full.
  In 2023 and 2024, the member enrolled in the monthly payment plan in a timely manner, prior to any late fees being assessed, and maintained a valid card on file.
  In 2025, however, the member did not submit a request to enroll in the monthly payment plan.
  
  As such, the company has not breached any terms of the contract and respectfully requests that the member fulfill their financial obligations as agreed.
  
  Best regards,

  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23345284
  
  I am rejecting this response because: First and Foremost, The Villa Group violated my consumer rights. Any changes to auto-pay MUST be CONSPICUOUS AND OBVIOUS. 

  FTC regulations: Under the Restore Online Shoppers Confidence Act (ROSCA) and general consumer protection law, businesses must clearly disclose any material changes to recurring billing or payment practices.
  
  Card Network ************************ Merchants must notify customers of changes to recurring charges or billing processes.

  The Villa Group continue to make changes to my account without notification and authorization. Following my call with a Villa Group **************** *** on Saturday, May 17, I received a "Voluntary Surrender Form" from ***** Group via Email. I did not ask for this form. It was represented in the email that I had requested this form. On 5/19 I talked to CS **** ***** at x2318. He refused to let me speak to a supervisor and I was told "You can speak to me". He told me he couldn't do anything for me. On May 20, I received notification that Villa Group had Cancelled my Auto-Pay without my Permission. Again, they represented that I made this request. I did not. I kept the auto-pay active because I don't trust them any longer. The have been retaliatory measures taken throughout my relationship with them that have been noted and memorialized. I feel these actions, the situation at hand, could also be an extension of their continued retaliatory practices. 

  NOTE: The "Voluntary Surrender Form" and communication was full of threatening/intimidation language. SEE BELOW

  4) PLEASE NOTE: If any broker, attorney or third-party representative is involved in the voluntary surrender of Membership process on behalf of a member (a Member ***resentative), an administrative fee must be. paid and received in the amount currently set at $2,500, which amount is subject to increase in the Developers discretion. The voluntary surrender process is more efficient and less expensive with a savings of at least $2,500 plus fees charged by the Member ***resentative if the Member works directly with the Developer to affect that surrender rather than using a Member ***resentative. To start working directly with the Developer and save money, Members may call ************.

  MEMBER ACKNOWLEDGMENT
  
  The undersigned Members acknowledge that they have read the foregoing requirements and understand
  that the voluntary surrender process is more efficient and less expensive, with a savings of at least $2,500
  plus fees charged by any Member ***resentative, if the Member works directly with the Developer to
  effect that surrender rather than using a Member ***resentative. To start working directly with the
  Developer and save money, Members may call ************.

  IMPORTANT - BY SIGNING BELOW AND DELIVERING THIS SURRENDER OF MEMBERSHIP, YOU WILL FORFEIT
  YOUR MEMBERSHIP IN THE CLUB, AND YOU WILL NOT BE ENTITLED TO A REFUND OF ANY MONIES PAID FOR
  THE MEMBERSHIP OR OTHERWISE, READ THIS SURRENDER OF MEMBERSHIP CAREFULLY.
  ,
  In other words: "Don't seek legal representation, work with us or face further costs at our discretion and you will receive ZERO refund"

  Summary: I simply want the $53,234.88 returned to me in full. This is the full amount paid to The Villa Group that they currently hold. There has been deception, misrepresentation, retaliation and intimidation practiced by The Villa Group. I have documented proof and witnesses. I no longer trust ANYONE in The Villa Group organization. I want my money back and I will walk away quietly. 

  Sincerely, 

  ******* ****

  Customer Answer

  Date: 05/22/2025

  I would also like to note that alcohol was served to my wife and I before signing up for our Points with The Villa Group. High-pressure sales tactics were used during every presentation. I carefully asked questions and had the representative show me the available global vacation locations I had access to with my membership. As it turns out, these locations/resorts are basically unavailable. If available, one is required to purchase an all-inclusive plan in order to stay at said resort. This was never disclosed. At the last presentation attended, I was strongly coerced into "Investing" in vacation rentals. The 2-Bedroom Oceanfront at Villa *********** was presented as a "money maker". I spent 3+ hours listening to the presentation. It was not disclosed, until very late in the conversation, that I had to additionally purchase points to "re-sell" on VRBO/Air BnB. When I declined to move forward, I was called a "Pussy" by the salesperson. I complained immediately. From that point forward, we were treated very poorly by the staff at Villa *********** (retaliation). Upon checkout, we were overcharged by $500+ (retaliation). When I challenged the overcharge, I was told it was, "Just an exchange rate difference" . Before leaving, I performed the exchange rate calculation, finding and showing them the overcharge. Finally, they adjusted the amount. 

  ******* ****

  Business Response

  Date: 06/11/2025

  To whom it may concern,

  In regards to BBB Consumer Complaint #********, The company would like to reiterate that alcohol consumption is the responsibility of each individual. While alcohol is available, we also offer a wide range of non-alcoholic beverages, including water, juice, and soda.
  Additionally,it is important to note that no individual is obligated to purchase a membership if they do not wish to do so.
  We would also like to clarify that, as outlined in several sections of the member contract, the use of a third-party exchange company is clearly stated.Policies, fees, and regulations related to the exchange process are determined solely by that third party, and the company has no control over their procedures or availability.
  The company has already addressed your initial concern and kindly requests that you comply with the terms of the contractual agreement.

  
  Best regards,
  
  
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

• Initial Complaint

  Date:05/05/2025

  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 purchased a trial membership that I was told I could use until April of 2025. I attempted to book over the past 30+ days but they told me that it expired in April of 2024. I have conflicting information. I would like to be able to use the package/ points that I purchased **** or be issued a refund. There was also alcohol involved in this transaction and I've contacted a lawyer who states that this is grounds for dismissing the entire contract and claiming fraudulent charges. I would rather use my package as the resort has been enjoyable. Also, please provide me my original signed documentation.

  Business Response

  Date: 05/07/2025

  Greetings,

  After speaking with the Member, I offered him the option to use his points as he had been promised.  He was happy about it.  He still doesn't have a date to book, but he will call us back to provide the dates for booking his reservation soon. 
  
  I hope you have a great day. 
  
  Best regards,

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

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

   

  Customer Answer

  Date: 05/07/2025

   
  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 as long as they are able to follow through on this agreement. I am told that I will need to have my account reactivated so I am awaiting that in order to book. I also was told I would be getting 6 dream weeks as well.
  
  Sincerely,
  
  Khameinei ***

• Initial Complaint

  Date:04/11/2025

  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.

  3/21/2025 we attended a VIP Breakfast. We were told this was not a timeshare, but a stake in the company. We were made aware of blackout weeks of travel, maintenance fees, and that we COULD rent out our weeks to make this investment work for us. She was actually very transparent, and even when I asked if its such a good deal, do you stay here?, she responded no because its her place of employment but her cousin does all the time. Against our better judgement we worked the numbers and signed the contract. They offered us a credit for a spa visit that we had already booked and paid for. I met her in the lobby the next day for the spa credit. She said they could not reimburse what we already paid since it was close to the appointment time. She suggested I go to the market and get myself a birthday gift with this credit. She hugged me and welcomed me to the family. I researched and read enough bad reviews and wanted to cancel, well within our 5 day rescission period. They were responsive and told us that we should talk to them to not lose any money. They tried to talk us into another deal. When we said no, they said theyd process the cancellation. 3 minutes after, we got an alert from our credit card company for an unauthorized charge of the same amount as the credit they gave us! Have been emailing this company about clauses from the contract, that we are NOT responsible for any fees or penalties. They asked us to sign ANOTHER contract to cancel and issue a refund upon receiving the credited amount from us. We did not sign. I responded: In the event that the consumer has used services that the intermediary provider has provided as free', these will not lose said quality due to the cancellation of the service referred to in subparagraph a) of this ********* is now 10 April. The refund is short $450 for services and theyve stopped responding to emails.

  Business Response

  Date: 04/17/2025

  Greetings,

  Please see attached resorts BBB response. Thank you

  Customer Answer

  Date: 05/01/2025

  Requesting to reopen this complaint. Not satisfied with the business response to the claim. 

  Business Response

  Date: 06/04/2025

  Greetings,

  Please see attached BBB responses. Thank you for your patience. 

   

  Business Response

  Date: 06/04/2025

  Greetings,

  Please see attached BBB response from the resort. Thank you for your patience

• Initial Complaint

  Date:04/10/2025

  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.

  In November 2024, we acquired a timeshare in ******, only to discover that we had been misled about various aspects of the agreement. I made a down payment of ***** and have been consistently paying monthly fees. Upon contacting the organization, I was informed that to cancel the membership, I would need to pay the full amount, which seems unreasonable for a service we do not intend to use. I believe this practice should be deemed illegal, as it is unjust to treat individuals in such a manner. Furthermore, they warned me that if I ceased payments, they would send my account to collections and pursue legal action against me, which has left me feeling extremely anxious. They also claimed that I had a five-day window to cancel, yet I did not gain access to the website until 30 days after signing; how could I have possibly canceled within that timeframe? The entire organization appears to be a scam, and action should be taken to prevent them from exploiting others in this way.

  Business Response

  Date: 04/23/2025

  Greetings,

  We appreciate the opportunity to respond to the concerns raised by Mrs. ************ records indicate that Mrs. ***** acquired a timeshare membership in November 2024 during a presentation held in ******. At the time of signing, a detailed membership agreement was presented, which includes clear terms regarding the membership and the associated financial obligations. Then went through an account activation process and confirmed the purchase which occurred days later on around Dec 4 2024.
  Our records also show that the members have used the benefits of the membership, including reservation services and hotel stays at Villa del Palmar Cabo.
  
  We understand that Mrs. ***** claims to have had delayed access to the member portal; however, access to the portal is not required to exercise the right to rescind, the process can be initiated in writing or in person at any of our sales offices.
  
  Regarding the fees and collections, the financing agreement includes monthly payments and maintenance fees, which are clearly explained during the sales process and reflected in the signed documents. When a member chooses to stop making payments, we do follow standard procedures that may include referring the account to a collections agency. However, we always encourage open communication to explore available options prior to that step.
  
  We are committed to providing support and clarity to our members. If Ms. ***** would like to discuss a possible resolution or adjustment based on her current situation, we invite her to contact our ************************** directly and we will be glad to assist further.
  Our intention is never to mislead or cause distress to any member, and we remain open to a constructive and respectful dialogue.
  
  Regards!
  
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************************************
  ********************************************** TOLL FREE ***************

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23182647
  
  I am rejecting this response because: I have contacted the business and they want me to pay ****** to cancel. I did use points from the membership but I also had gave ***** down payment. I really doubt that the 3 days I used from the points I used is over the amount of my down payment. I have contacted villa group and all they have stated was if they do not get their ****** they will send me to collections, they have not tried to work with me to cancel the membership. I was not able to see how the points worked until I used them and it was all lies from the presentation they gave me in ******* 
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/05/2025

  Greetings,

  Thank you for your response, we regret that your experience did not meet your expectations and appreciate the opportunity to clarify your situation.
  
  After reviewing your file, we confirm that you signed a contract with a total sales price of $23,060 USD, corresponding to a membership with a 50-year term of use. Of that amount, $5,208 USD was paid as a down payment and the remaining balance of $17,852 USD was financed, as indicated on the promissory note you voluntarily signed.
  Additionally, a post-purchase activation call was made to you, in which the structure of your contract was again explained to you,including the use of points, financing and the general conditions of the membership.
  
  We regret that you perceive discrepancies between the presentation and your subsequent experience, however, the signed documentation and subsequent communications clearly reflect the agreed terms. The option to cancel without penalty is limited to the termination period stipulated in your contract, which has now been exceeded.
  
  Our team remains available to work with you to explore alternatives to keep your membership active and in compliance. If you would like to discuss payment options, please feel free to contact our customer service department directly.
  
  Saludos!
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************************************
  ********************************************** TOLL FREE ***************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23182647
  
  I am formally rejecting this response due to the following reasons: I acknowledge that I signed a contract, but I am now seeking to cancel it. I have reached out to the business three times, and the only option presented to me for cancellation is a payment of $17,800, which is unacceptable. At the time of signing, the salesperson did not inform me of the five-day cancellation period, nor was I provided with the necessary contact information, such as the address or email, to submit a cancellation letter. Additionally, the salesperson misrepresented the offer of a 50% discount on all-inclusive hotel stays associated with the Villa Group, which turned out to be false upon my arrival at the resort. Furthermore, the salesperson provided us with alcohol during the signing process and kept me separated from my children for over three hours despite my requests to leave. All I am asking for is the ability to exit the program, yet the only option being offered is to pay the exorbitant penalty of $17,800 to cancel my membership, resulting in a loss of both my funds and access to the membership. This situation is unacceptable, and I have attempted to communicate with multiple representatives and have even sent emails to your business, but it appears there is no willingness to negotiate or assist me. It feels as though the business is solely focused on exploiting my situation and taking my money.

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

  Business Response

  Date: 05/16/2025

   

  Greetings,

  We have reached out in order to resolve this complaint. The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed. The company has no complaints at all from the consumer about these allegations made. At no time was the consumer held against their will, and they were not forced to sign anything. They purchased the membership around Nov 11, 2024, then went through an account activation process and confirmed the purchase which occurred weeks later on or around Dec 4,,2024. Members were provided with hotel services and can book and stay at the group's resort facilities.
  The company considers that the consumer is in breach of the agreement and the promissory note that the consumer himself signed in the presence of an official verifier, by failing to make his payments as stated in the promissory note and disputing the payments that had been entered into.
  
  The contractual obligation will ****, customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  
  Regards!
  
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************************************
  ********************************************** TOLL FREE ***************

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23182647
  
  I am rejecting the businesss response because it fails to address the core issue: I was misled during the sales process and have been given no reasonable way to cancel. The company continues to demand full payment of nearly $18,000 to exit the contract, despite my repeated concerns about deceptive practices and the fact that I did not receive timely access to the cancellation information.
  I was not informed of the five-day cancellation period, nor was I given access to the tools needed to cancel (such as the member portal or contact details). The sales presentation was misleading, and I feel pressured and manipulated into signing under stressful conditions. Their continued threats of collections and legal action, while refusing to offer a fair resolution, feel coercive and financially exploitative.
  I am not refusing to take responsibilityI am asking for a fair and ethical exit from a contract I was misled into signing. I respectfully request a full cancellation of the membership without further financial penalty.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/27/2025

  Greetings,

  We respectfully disagree with the consumers version of events. At no point during the sales process was the consumer obligated or coerced into signing any documentation. The membership was purchased voluntarily, and all contractual agreements were clearly presented and signed by the consumer.
  
  Several days after the purchase, the members participated in an activation call during which they confirmed their agreement with the purchase and expressed satisfaction with the membership benefits.
  During this time, the consumers had full access to review the terms of the agreement, including access to the member portal. The contract clearly outlines the cancellation period and procedure, which was not exercised within the established timeframe.
  
  Additionally, it is important to note that the consumers used the resort facilities included in the membership, which indicates they received and benefited from the services provided.
  The company is fulfilling its obligations and provided the contracted services. Unfortunately, it is now the consumer who is in breach of the agreement by attempting to cancel after having enjoyed the benefits.
  
  Therefore, the company is requesting payment of the membership, as this was the agreement accepted and signed at the time of purchase. The commitment made is clear, and the company is within its rights to demand compliance with the agreed terms.
  
  We remain available to support the member within the terms of the current agreement, but cancellation or reimbursement is not an option at this stage.
  The contractual obligation will stand, customer should remit any outstanding payments and continue to pay as contracted to prevent the account from being provided to collections.
  
  We respectfully request BBB to close this complaint.
  
  Regards
  
  
  ***** ******* *************** Director
  PH 3222248365  EXT 1001 ****************************************************************
  ********************************************** TOLL FREE ***************

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23182647
  
  I am rejecting this response because: I am once again rejecting the business's response, as it fails to address the serious and ongoing issues I have raised in my complaint. The Villa Groups actions go beyond poor customer servicethey are engaging in extortion and unfair business practices.
  I would like to explicitly clarify the following:
  Misleading Sales Practices: I was pressured into signing the contract in a high-stress situation, where I was separated from my children for hours, given alcohol, and was not provided the necessary documentation to properly review the terms of the agreement, including cancellation rights.

  
  Extortionate Cancellation Demand: Despite the fact that I only used a minimal portion of the membership, The Villa Group continues to demand a payment of $17,800 to cancel the contract. This is not only an unreasonable and exploitative amount, but it is also an amount far in excess of what I paid upfront for the membership ($5,000). This amount is disproportionate to the services rendered and is, in my view, an attempt to extort money from me in exchange for my right to exit the contract.

  
  Failure to Honor the 5-Day Cancellation Period: The Villa Group claims that I had a 5-day window to cancel the contract. However, I was not given access to the member portal or cancellation information within that timeframe, and even when I tried to contact them, I received no support or clear guidance on how to proceed with the cancellation. This is an example of deliberate obfuscation and denial of my rights as a consumer.

  
  Coercive and Threatening Behavior: The Villa Group continues to threaten me with legal action and collections if I do not pay the full $17,800, even though I have been attempting to work with them to resolve this matter fairly. Their refusal to negotiate or provide a reasonable exit from the contract feels like an unlawful attempt to coerce me into paying an unjust amount, under the threat of damaging my credit and financial well-being.

  
  Given these facts, I firmly believe that The Villa Group is attempting to exploit and extort me financially, and I am seeking immediate cancellation of the membership without any further financial penalty.
  I will be escalating this issue to relevant authorities such as PROFECO (Mexico's **************************) and the ***************************'s office if a resolution is not reached promptly. Additionally, I will be pursuing other avenues to ensure that their illegal business practices are brought to light and prevent others from being targeted in this manner.

  
  I respectfully request that BBB continue to support me in holding The Villa Group accountable for their actions and assist in facilitating a fair and just resolution to this matter.
  Sincerely,

  
  ***** *****
  [**********************************************]
  Ca, CA 90059
  
  

   

• Initial Complaint

  Date:04/07/2025

  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 have been working on cancelling this time share because I was manipulated into buying it. My credit card company has already reversed the charges, and I just want confirmation that the entire contract has been cancelled. Please get back to me about this issue.

  Business Response

  Date: 04/09/2025

  Greetings,

  Please provide your account # or contract # so we can further assist you with this BBB complaint. Thank you

  Customer Answer

  Date: 04/25/2025

  The account number is ********

  Business Response

  Date: 05/01/2025

  Greetings,

  Account # ******** was upgraded to account #********* and both accounts are now showing cancelled. Thank you

  Business Response

  Date: 05/01/2025

  Greetings,

  Account # ******** was upgraded to account #********* and both accounts are now showing cancelled. Thank you

  Customer Answer

  Date: 05/19/2025

  Account # ID ******** as it concerns with the resolution with H3131**383331343937**H, is unsatisfactory. H34313030**383837**34H has not refunded the $25,000 down payment on the vacation contract. Account # *********. ********************** has also kept all of the money from the first vacation contract which was PAID IN FULL. We should have received a purchase price credit of $36,381.00 from the money we paid in full for the original contract #**-77596. H34313030**383837**34H applied the credit to the purchase of Account #*********. We never use the upgraded resort vacation contract and I have reached out to H34313030**383837**34H for a credit card charge back, and credit without any success from them.

  Business Response

  Date: 05/22/2025

  To whom it may concern,

   

  In regards to BBB Serving ***************, Consumer Complaint #********, please note account was cancelled per chargeback received back in March 03, 2025.
  
  Best Regards,
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

• 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.

  RIP-OFF! **************** Less than 24 hrs after paying for certificate in April 2023, spoke to ***** ***** about canceling certificate. He offered an extension on certificate for 3 years (till 2026) and waive resort fees. Now Villa Group (******* ******) has charged me resort fees saying "this is a different fee", limited my resort selection as he states certificate is expired. Called "amazing mexico" who do not know how to speak to the public. they are only nice until they get your money. *********, so called supervisor, said she doesn't care what I have in writing. If I paid the fee, there is nothing she can do. **** just as rude! The "discount" is not worth your peace of mind.

  Customer Answer

  Date: 04/07/2025

  I was informed this complaint will be reopened but it still shows closed?????

  Business Response

  Date: 04/09/2025

  Greetings,

  Kindly provide us with your account # or contract # so we can further review and assist you with this complaint. Thank you.
  

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23156969
   
  Certificate number: ***-10759-1-MMES
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/13/2025

  Unfortunately, without the account # or contract #  we are unable to further assist as the information provided previously does not match our records. Thank you

  Business Response

  Date: 05/13/2025

  In further review and research, A check was mailed to the client.
  
  Check refund # ****** for $199.00 has been sent.
  
  Tracking number: 9414 8149 0242 8261 2692 73.  
  
  Thanks,
  *******

  **** ******* Barragn ******* <**************************************************************************>

  
  

• Initial Complaint

  Date:03/24/2025

  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.

  A man named Axel called me and sold me 5 separate vacation packages to ****** Resorts, the most recent vacation packages were $199, and $249. I called in order to use my vacation packages. I was able to use the first three packages. But this Fall when I called to use the other two packages the representative informed me that I was unable to use the last two vacation packages. They said that apparently Axel should not have sold me the last two packages because after you have travelled with ****** twice you are no longer able to travel with them. I asked for my money returned, and they forwarded my case to a supervisor named ****. **** told me she was unable to issue a refund, but she would combine the amount spent on my two unusable vacation packages ($448) plus if I spent an EXTRA $649 (for a total of $1,097) I would be able to travel to a different resort other than one affiliated with ******. $1,097 is substantially more than the $199 I was sold in order to use my package, and extremely disappointing. I told **** I would pay the extra as she was absolutely not going to issue me a refund, and I did not want to miss out on the $448 I had already spent. She told me someone would call in order to confirm the reservation and bill for the additional $649. No one called. For months I tried to book the package without success. I informed **** of this issue and in December she finally agreed to issue a refund. I have been calling her since December trying to receive the refund without success. I have come to the conclusion that ****** will not refund my money, and I have come to BBB for help. Thank you

  Business Response

  Date: 04/02/2025

  Greetings,

  Please provide us an account # or contract # so we can further review and assist you with this complaint. Thank you

  Customer Answer

  Date: 04/02/2025

  The company responded to my complaint and requested more information. 

  Can you please send them the following information they requested:

  ****** Seinen
  ************
  
  Certificate number: ***-8414-6-AJ
  

  As you will see, on my account I have two certificates totaling $448 that your company has not let me use, and you have not refunded me for the amount I had spent. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23097943
  
  I am rejecting this response because: 

   

  The company responded to my complaint and requested more information. 

  Can you please send them the following information they requested:

  ****** Seinen
  

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

  
  
  Certificate number: ***-8414-6-AJ
  

   

  As you will see, on my account I have two certificates totaling $448 that your company has not let me use, and you have not refunded me for the amount I had spent. 

  
  
  Sincerely,
  
  ****** Seinen

  Business Response

  Date: 04/23/2025

  Greetings,

  On April 3 that the $448 dispute corresponds to $199 for the ***-9764-3-AJ certificate package and $249 for the ***-8414-6-AJOT certificate package. They were already following up on the refund process, and they would share the receipt with us once it was completed.The money transfer is in process. We should have the receipts on Friday to share with the relevant recipients.I'll be happy to answer any questions you may have.

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23097943
  
  I am rejecting this response because: I have received absolutely no correspondence from this business, even after I tried contacting all of the contacts I have, I received no response. When will the refund finally be issued???
  
  Sincerely,
  
  ****** Seinen

  Business Response

  Date: 05/13/2025

  Dear all,
  
  The two refunds for $199 USD and $249 USD have already been processed with the client. The process was delayed because her account was expired or closed, so we had to request a new account and proceed with a bank transfer.
  
  Both transfers were processed on April 28. The accounting department in ****** is not working today, but we will follow up tomorrow to confirm whether the transfers were successful.
  
  Attached are the transfer receipts for your reference.
  
  Best regards,
  
  
  ***** *****
  Director ********** ***********
  ********************************************************************

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23097943
  
  I am rejecting this response because: Absolutely no refund has been received in my account. Please see the attachments, proving no refund was received.
  
  Sincerely,
  
  ****** Seinen

  Business Response

  Date: 06/04/2025

  Greetings,

  We attempted to transfer the funds through the companys bank account, but it was not possible.Additionally, the client did not want to accept the $65 USD wire transfer fee,so I consulted with my manager, and we have decided to absorb the cost of those fees in order for the client to receive the refund. ********* already has the banking information needed to process the refund. Thank you for your patience.

  
  Best regards.
  
  ***** *****
  Director ********** ***********
  ********************************************************************

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23097943
  
  I am rejecting this response because: Thank you for your response and agreeing to absorb the wire cost. As soon as the refund is received I will accept your response. 
  
  Sincerely,
  
  ****** Seinen

  Business Response

  Date: 06/04/2025

  Please see attached showing it is completed. Thank you