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:03/27/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 are submitting this complaint as we have already been completely denied several times by Bel Air directly. We have been reaching out to them regarding the membership we have with them. We have many issues that are not being addressed by this company. At the time of purchase, we felt a lot of pressure and that we had to make an immediate decision. We were not made aware at the time of the length of this contract. We had no idea we were making a purchase of something we would be stuck with many years later. We have never been able to utilize this membership as it was presented to us. Everytime we tried to schedule a vacation, there was never any availability. Therefore we have been forced to pay for something we cannot use. We were told we could submit a letter to this company to be reviewed. Included with this letter was a note from our provider that we can no longer travel. The response from this company's review was to give us no options to cancel. They then had the audacity to ask for money from us to keep our membership after we proved to them this could not be used in the future. With medical hardship also comes financial hardships. We can no longer continue to pay for something we have not been able to use. This is now only negatively impacting our lives. The response of this company shows the only thing that matters to them is how much money they can get from every owner. We no longer want anything to do with this company in any way. Thousands of dollars have already been paid to this company. The loan has been paid off . We have been loyal paying owners for many years despite our serious issues. We deserve an option to be released.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Ive had such a horrible experience dealing with this Bel-Air. I tried to call them recently to try and find a way out of this ownership and they seemed to be making fun of my accent. They made me feel quite uncomfortable by seeming as though they didn't comprehend what I was attempting to do. The customer service personnel need to receive additional training in professionalism and giving excellent customer service because this is not an acceptable business practice. They were unhelpful and attempted to dismiss me by providing me with a link and suggesting that they might or might not be able to assist me in qualifying for a hardship. We made an effort to explain to the representatives that we were told so many lies and now we are the ones suffering financially. We are sinking fast financially and barely have two ******* to rub together. This timeshare is unaffordable and exceeds our monthly budget. The sales team told us the maintenance fee would be $65 but werent told it would go up. They neglected to explain this or the fact that we wouldnt be able to go on the vacations we really wanted due to lack of availability and the need to upgrade (which would cost more money than we had). Then if we were to pass away our grandchildren who we had to raise because of family situations would have to continue with the maintenance fees and that wouldnt be fair to them because we had been deceived in so many other ways. I am a cancer patient and my wife is a diabetic with many other illnesses. She has to work two part-time jobs just for us to survive. My family is starting to feel the stress of this. At this point, we need to hear from a manager regarding our concerns and how we can part ways with this company once and for all.

• Initial Complaint

  Date:03/21/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 late husband and I were extremely disappointed with our timeshare that was purchased on January 4, ****. We entered into this contract after spending several hours in a high-pressure sales environment. We informed the sales representatives that we were uninterested; however, they ignored our reluctance and continued pushing the sale. We were given a plethora of misinformation which led to our purchase. Our first vacation was "not as expected and planned. They had changed the design of the rooms from the original design we were shown." The accommodations we were given did not reflect what we purchased. We have six children and did not have enough beds to accommodate them. The unit was also supposed to have a washer and dryer, but there wasnt one. Many of the amenities that were shown to us at the time of purchase were not included in the unit we actually received. We have had to pay additional fees to exchange our timeshare through RCI. We were never informed of said fees. We have also been required to pay additional fees for upgraded rooms over the years. In August of 2020, my husband passed away. I have no intention of ever using this timeshare in the future. I can no longer afford to keep and maintain this contract without my husband's income. I have tried repeatedly to contact someone at Bel-Air to close my account, but no one ever bothers to respond. They only care about sending me another bill and getting more of my money.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filing a complaint to finally end my relationship with Bel Air Vacation Club. I have attempted to end my timeshare on numerous occasions, and each time I am met with no response or assistance that would be of any benefit to me. This is unacceptable, especially as a long-time owner. What kind of business runs this way? I paid off my property in 2006 and yearly fees have skyrocketed to an unreasonable amount. These so-called maintenance fees that I have been asked to pay have been used to facilitate the improvements of the massive hotel built on "the grounds". My unit is on the "former grounds", therefore, I am not able to reap the benefits of these fees, and I don't even utilize the hotel. After 15+ years of paying for these maintenance fees, I have had it with this business. I feel I was the victim of manipulative sales tactics, designed to deceive unsuspecting and hopeful individuals like myself. They provided alcohol at the presentation in order to ensure everyone there was not fully aware of what they were entering into. They also promised to rent out the unit if ever I was unable to use it. I was presented with the idea of paradise and ease and have received the exact opposite experience. Now after all of this time from the pandemic, it is financially impossible for me to continue paying on a membership I can no longer nor want to use.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 husband and I have been good owners despite not getting any use whatsoever. We have been paying since 2006 despite never being provided accommodations. It needs to stop. We recently realized how much money we have lost to this scam. Clause 15 in our contract says that both purchaser and developer can assign rights, but proper notice must be given. Clause 17 says that proper notice is either certified mail or an email, but that the email must have a response from the other party to count as proper notice. We have asked for this evidence of our acknowledgement from Bel Air but they have failed to provide this information. This contract should be considered null and void. In addition, my husband, *********************, has passed away. We are both on a contract with Bel-Air and he has been actively trying to get us out of this contract for quite some time. I have been trying to contact Bel-Air for months about this but no one will respond or answer the phone.

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 tried to deposit my week for almost a year. I get a run-around or no one answering the phone. This is not the contract I signed. I signed to be able to vacation and deposit weeks to interval international. This should not take almost a year to get done. I have been promised phone calls to fix the situation and I have not recieved any but one, which went to voice mail. I do not know if this is a legitimate company at this point.

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2018 our grandparents signed their timeshare over to us. We paid the maintenance fees. We attempted to book in 2019 and upgraded to a 2 bedroom for $450.00. We found out we were pregnant and per doctors orders were not allowed to travel to ****** due to the **** virus outbreak. The company refused to refund the money, despite it having been out of our control. Our grandparents have owned this for 30+ years. In 2019, they attempted to charge us the maintenance fees AND and additional "Upgrade fee", which equates to a maintenance fee. Per the documents, the company can charge only 1 maintenance per year. Therefore, more than doubling the fee was unacceptable. We have attempted to resolve this matter with no contact from the company, yet continue to receive invoices that include late fees and threats of collections. The only resolution we are interested in is either paying the ONE fee or to release the timeshare completely, as it has been paid in full for over 20 years.