Complaints

This profile includes complaints for Q. M. Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Q. M. Corporation

  515 Nichols Blvd Sparks, NV 89431-5446

  
• 

  Q. M. Corporation

  PO Box 859 Sparks, NV 89432-0859

  

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:07/14/2025

  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 trying to get out of my timeshare. I called at the beginning of the year and was told by a rep at QM that I could just not pay and it would "go away" in a couple of years. Its very tacky. I'm trying to assist my parents (one has passed and one is in assisted living with dementia). I can't imagine what would be going on if my parents didn't have me. How much would QM take advantage of the situation when they won't even assist me? Disgusting

  

  Business Response

  Date: 07/15/2025

  We are sorry for the passing of your father and medical decisions
  in your family for mom. When they purchased the membership, they signed stating
  if they no longer wanted it, they would be the ones to sell or transfer it to
  someone that does travel. At this time their HOA does not have an exit or deed
  back program. I’m sorry the conversation felt tacky with our rep, however, not
  being on the call, some owners ask what happens if “I don’t pay”. The only
  answer is it will go to collections and then to foreclosure. There is no
  pleasant way to say that. We are available to help explain the benefits to a
  prospective purchaser on their behalf.

• Initial Complaint

  Date:06/28/2025

  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.

  We acquired a timeshare with QM Resorts over 20 years ago. At the time of purchase, we were informed that a resort in Hawaii was forthcoming. However, 20 years have elapsed and the Hawaii resort has not materialized. Initially, we were told that we could invite family and friends to stay without incurring additional fees, but now we are being charged extra for this privilege. Furthermore, QM Resorts has opted to rent out timeshare units as apartments, resulting in the removal of various amenities. Consequently, booking accommodations in any location has become increasingly difficult. Given the myriad of issues, including unwarranted charges and subpar customer service, it is imperative that someone takes action to address these concerns regarding QM Resorts. Also, they raise our dues every year to the point where it is no longer a worthwhile investment.

  

  Business Response

  Date: 06/30/2025

  We had hoped to acquire a property in Hawaii until the
  untimely passing of our founder. However, there are many timeshare properties
  in Hawaii and if a Platinum owner like yourself makes a n exchange for Hawaii,
  you can then get up to a month or time through the direct exchange or through
  Interval International. If friends or family stay with you in your unit there is
  no extra fee, there is only a fee if you rename the reservation to someone
  other than the people on the account with you as additional members. The
  Thunderbird Resort Club had a 40-year sunset clause on the HOA and the
  traditional owners voted in a sample ballot not to renew the HOA for an additional
  10 years. The official ballot still needs to be held before we know the official
  outcome. Therefore, we made waitlisted reservations for Hot August Nights for
  2026 in case it is voted to continue. As for reservations. we are required to
  maintain a one owner per one interval (week) per owner. If you were to utilize
  4 weeks of time per year, the maintenance fee per night for a one or two
  bedroom is only $88 per night which is far below any one- or two-bedroom hotel
  plus their taxes. At this time the HOA does not have an exit or surrender
  program, If an owner no longer wants their ownership, it would be up to them to
  sell or transfer the ownership. We are here to explain the benefits and/or assist
  in transfer paperwork.

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  We are writing to file a complaint regarding our ongoing challenges with QM Resorts and to request your assistance in mediating this matter.
  For many years, we have encountered significant difficulties securing reservations for our timeshare at times that suit our needs. Additionally, we were unable to use the timeshare entirely during the COVID shutdown. These issues have caused us considerable stress and frustration.
  At this stage in our lives, the timeshare no longer aligns with our circumstances. Both my husband and I, at the age of 73, are facing serious health challenges. My husband has already undergone hip and knee surgeries, with another knee surgery upcoming. Furthermore, the long drive to the resort and our decision to stop skiing, which was a primary reason for purchasing the timeshare, have rendered it unsuitable for us. Rather than being a benefit, it has become an ongoing burden.
  Despite our attempts to reach out to QM Resorts directly to address this issue and request the cancellation of our timeshare contract, we have been met with no response. This lack of engagement has left us feeling frustrated and without options to resolve the matter.
  Given the circumstances, we respectfully request BBB's help in mediating this dispute and assisting us in canceling our timeshare contract. We appreciate your attention and assistance in this matter and are hopeful for a resolution.
  Thank you for your time and understanding.

  

  Business Response

  Date: 06/24/2025

  Reservations are made on a first come first served basis.
  Planning ahead if you want to use a Club QM property is always best. Using an exchange
  company also adds flexibility to your use. Interval International that you are
  enrolled in, also has available, what is referred to as a hotel exchange which allows
  owners additional options to stay at hotels like Hilton during your desired
  time frame. Any time you were unable to use during the COVID lockdowns,
  automatically rolled over and was/is available for your use. Our records indicate
  that on 4/25/23 and 7/6/23 your email requests were replied to stating,
  contractually that you, the owner, are responsible to sell or transfer the
  ownership if you no longer want it. We are available to explain the benefits of
  your ownership to any potential new owner. However, at this time there is no
  exit or surrender program provided by the HOA.

• Initial Complaint

  Date:05/21/2025

  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.

  Several Issues here:
  1. Lack of Disclosure, we request financial statements for 2022,2023,2024 and 2025 (when ready)
  2. Disclosure of the estimated funds we will receive for our unit due to the dissolution of the Thunderbird Resort
  3. Cancellation of my elderly Mother's "upgraded" unit they convinced sick, elderly people to convert and told them that their credit would be damaged if they did not continue to pay the $ 3,400 or so annual fees for unit they never use

  

  Business Response

  Date: 05/28/2025

  I emailed the requested Thunderbird Resort Club end of year
  balance sheets. 2025 is not available yet. This information is released at the
  annual meetings that any owner or family member may attend. So far, we have
  only completed a sample survey for the dissolution of the Thunderbird Resort Club.
  Once the actual vote is taken, we will have a better idea of where everything
  stands. The traditional owners will be voting to either extend the HOA for an
  additional 10 years or to dissolve the HOA. During the sample vote a super
  majority voted not to continue the HOA. If dissolved, and when the resort is to
  be dissolved, appraisals will be conducted, and the owners will be notified of
  the outcome and if there would be a reimbursement or payment. All foreclosed
  weeks have been converted to apartments and full disclosure of these units are
  discussed at the annual meetings.
  
  As far as your parents upgrading to the Platinum Passport,
  we merely show people, in this case your parents, who owned a Silver and
  traditional already, how the programs work and then we ask if they would like
  to upgrade. Then we walk away and let them decide privately what they would
  like to do. When your parents upgraded to the Platinum Passport in 2017, they
  also had a state mandated 5 days right of cancellation. The paperwork also
  states if they no longer want the ownership that they would sell or transfer
  the ownership. If an exit or surrender program becomes available, we will
  notify the owners. The ownership is paid through 2025, so no other funds are due this year, and we offer to explain
  to anyone you may know who travels how the program works so they can take it
  over. Lastly, we cancelled doing owner rental, a little over a year ago due to
  lack of owner participation.
  

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: 23358618
  
  
  
  I am rejecting this response because:

  Dear Mr ****: 
  Thanks for your response. 
  RESOLUTION thoughts: 
  1.   Within the next 10 days ~ Cancel and release my Mom from her Unit Account xxxxxxx no refunds necessary (She has already paid through 2025).
  2.   Within the next 10 days ~ Cancel and return capital for our Unit of $ 1,500 Thunderbird xx-xxxxx (How should we transfer the deed and receive our funds?)
  Requested:
  1.    Financial Statements for 2025 (year-to-date for 2025 is fine). Please provide the Interim Balance Sheet and Income Statement through 4-30-2025 
  ~~Please clarify who owns the apartments you have been converting with the Timeshare units?  
  Since you have not dissolved the group, do we not receive a percentage of the proceeds?
  Did not see a line-item for the rental income from the converted apartments on the income statement.  
  If QM or Thunderbird still owns, please provide details of the rental income and expenses, which basically represent part of the units we originally had access, which makes use of these as part of  the Thunderbird Resort Club units available. 
  Yes, we ALL acquired the units and have paid maintenance for over 35 years. 
  The HOA would be paid by the owner of the apartments as well as Time-share owners correct? 
  As of 12-31-2021 there was a Note Receivable from QM and the fixed assets were removed from the books?
  Why are the Operating Expenses DOUBLE during 2024 compared to 2023  when the properties owned were much lower and/or owned by QM and/or Private owners?
  

  How many specific Units are available to trade for Interval International or to use on the actual premises. 
  We just received a bill for July 2025, have NOT cancelled/sold, as of today our Thunderbird unit and want to know what are the PROJECTIONS…  
  Please provide DETAILED FINANCIAL STATEMENTS that DOCUMENT Exactly the number of units converted and other relevant details so we, as owners, are aware.
  Many more questions and not sure why Owners were not provided detailed WRITTEN explanations along the years so that they could make more informed decisions. 
  Requested:
  2.    Estimate of the funds you project we will receive for our unit due to the dissolution of the Thunderbird Resort.
  See RESOLUTION thoughts we would prefer you take in the next 10 days above regarding our Unit xxxxxxxxx Thunderbird.  Confirm how to provide the document exchanges, you could have the funds transferred to your Attorneys and they can release the fund to us if that works best.
  3.    As far as my Parents are concerned, you and I have been discussing over and over again the lack of marketability of the Platinum Passport, the fact that they were SOLD and convinced that they would be able to rent out the units and your office would handle ALL THE DETAILS, collect the money and after your fees, remit the balance to them.
  My Parents were ELDERLY and TAKEN ADVANTAGE of and by the time I found out that this had been done, it was WELL BEYOND the 5 days right of cancellation. 
  What is so TERRIFYING is that QM had my Parents pay ADDITIONAL money to get into this “upgraded” program and give up their Deed to Thunderbird. I’m searching for the payment receipt which I believe was at least $ 6,000… PLUS they are paying over $ 3,300 annually for maintenance.
  My Father has DIED and my Mother has been burdened with finding money, that should be for her care, to pay these annual fees. 
  Your office sent threatening letters to her and she talked to someone in your office that told her that her credit would be damaged if she did NOT pay the fees.
  Again, this is disturbing that someone would scare an ELDER! 
  If whomever sold this unit to my Parents looked at their travel history, they would have clearly understood that they were not traveling, were ELDERLY and if what was promised was changed so DRASTICALLY, they should have been given the option to DOWNGRADE their ownership, SELL it back or something.
  What SPECIFICALLY does the Platinum Passport include as of today 5-28-2025 since so many of the benefits that my Parents were CONVINCED to PURCHASE no longer exists? 
  
  
  
  Sincerely,
  
  
  
  * *********

  

  Business Response

  Date: 06/16/2025

  We thank you for your interest
  and concern over the impending “sunset clause” related to the CC&R
  regulations for the Thunderbird Resort Association. Said clause having been
  included as a requirement of the Nevada NRS regulations upon the formation of
  the original Association. The various questions you have raised were the
  subject of many matters discussed at the Annual Meeting of members on May 10th 2025. Without approval of the Board of Directors we would not be permitted to
  release any such further documentation as you have requested.
  It must be noted that the Board
  of Directors has not, as of this date, finally resolved any plan of closure for
  the Association so many of the details you refer to have not at this time been
  determined. It was noted at the Annual Meeting that upon decisions thereof, any
  remaining members would be provided with an accounting at that time. The
  Association has been operating at a significant loss over the past few years,
  and any debts so incurred in this process would have to be settled prior to the
  above referenced closure accounting.
  Unfortunately, your communication
  on this matter leaves us somewhat concerned with your use of verbiage and
  capitals as in, for example “A TRAGEDY” “TAKEN ADVANTAGE of” “WELL BEYOND” “so
  TERRIFYING” “DRASTICALLY”. In reading the comments made it could in fact be
  interpreted as a form of intimidation effected solely to serve the purpose of
  evading and removing a legally binding obligation. We expect this obligation to
  be honored within the intent that it was entered into.
  All members are free to sell any
  aspect of their membership at any time, and we would be happy to assist this
  process if needed.

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: 23358618
  
  
  
  I am rejecting this response because:

  The critical answer was not provided specifically where are the assets that were part of the ownership and no longer are on the balance sheet.

  We have not received any accounting of the rents, if these were converted.

  We need a detailed accounting of past transactions as we are members and have not received any of these are past records.

  The words I used were appropriate based upon the actual events that occurred and a reasonable person standard would interpret  exactly the same regarding my elderly Parents.

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

  

  Business Response

  Date: 06/23/2025

  We will be responding to you directly by Certified Mail.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  Dear QM/Thunderbird,

  First of all complaint # ******** has not been resolved

   Was hopeful that BBB would be able to help us resolve the issues with your office, but we received your certified letter that you specifically stated

  1.    Communications be respectful of our staff

   

  First of all, comments made were not intended nor were they disrespectful of staff, they were based upon facts of the situation.

   

  We did not name any Staff Members specifically either.

   

  We understand that Staff only perform their duties based upon the parameters that Management provides to them.

   

  We have asked a number of professionals about our Parents units and they all expressed concern on the following points as well:

   

  A.    Why would Senior Citizens who did not travel much (at very most 1 trip per year) who owned the units more than 35 years -  purchase an upgraded Platinum Passport Unit?

   

  i.              ANSWER -- They were sold this upgraded Platinum Passport ( charged an additional $ 6,000+)  because they were convinced that it was an investment

  a.     SPECIFICALLY when they purchased the units, QM stated and did on a couple of occasions rent the Units out for the owners, the funds received could be used to pay their annual maintenance fees, they could have access to multiple properties for as little as 1 night or a week, etc

  b.   This rental service from QM was eventually eliminated (not sure when)

  c.   The flexibility of the Platinum Passport to potentially sell, was virtually limited, because usage was limited due to the change in the plan after they had already purchased

   

  ii.             Also unfortunately often times when they attempted to utilize the properties, they were told that the units were not available (the most recent time this occurred was when they contacted QM during January/February 2025 when they attempted to utilize for March 2025 )

   

  iii.            QM never offered to buy back Platinum Passport units as they did the other deeded properties

                                                           

  B.    The only resolution we've ever requested for our Parent's ownership Platinum Passport units, which is very reasonable based upon everyone that weve spoken to, is to cancel the contract for them.  YES, they paid the additional money but my Mother is fine with and will sign the agreement to cancel if you send to her feel free to email and Ill have her have it notorized.  YES, I have POA if you need a copy.

   

   

  2.     Your Answer - We do not provide this information unless authorized

  The question was  -  Where are the assets that were part of the ownership that is no longer on the balance sheet in other words, what happened to the fixed assets that we have a deed with a unit.  Have they ALL been sold, put out of service, etc ?

  We need clarifications.

  The Annual meetings are NOT virtual and communications has not provided any projections or reasonable time-line of resolutions.

  What has to be authorized for release to owners as they watch properties as part of their ownership get reduced but Operating costs continue to increase Again, more clarifications are needed.

  We still continue to be billed and expected to pay maintenance fees but have not been told what to expect if they sunset the units etc. No projections like every other business has to perform, budget, etc.   

   

  3.    If some of the units have been converted to apartments. 

  a.    Does the Thunderbird still own these apartments?  We inquired about an accounting for the rents, etc

  b.    If the Thunderbird does NOT own, who were these units sold to generally?

  i. Are we not entitled, as owners, to receive an accounting for assets that we had as part of our ownership for use that are no longer there?

  ii.Are we not entitled to see the details of the transactions (i.e. properties sold via arms-length transactions we dont need to know the detailed names if individuals just provided an accounting at a minimum)

  iii. Are real estate transactions in ****** not public information?

   

  4.    Resolution of this matter would be appreciated.  Specifically advise us for our Unit.. what sunset means.  Will we receive part of the proceeds, have you prepared projections, whats going on with the units, operating costs, etc..?

      Thank you for your assistance.

  Sincerely,

  G Fulbright

  

  Business Response

  Date: 07/18/2025

  The Thunderbird Resort Club had a 40-year Sunset Clause which expired in February of 2023. A sunset clause, also known as a sunset provision, is a clause in a contract, law, or regulation that specifies a date or time when the agreement or law will automatically expire or terminate. It essentially sets a defined end date for the provision or the entire legal document. This means that after the specified date, the clause or the entire law becomes invalid unless it's explicitly extended or reauthorized by the relevant authority. 
  We have only held a Sample Ballot with the traditional owners remaining at the Thunderbird Resort Club. Once the actual ballot is held, we will have more detailed information to share with you. The ballot is to decide if the traditional owners would like to extend the *** for an additional 10 years.
  When any new owner purchases a Time Share at QM Resorts, such as your parents, we go over the paperwork with the new owner.Once a new owner leaves, they have a state mandated 5-day period to review the documents and if they feel it is in their best interest to cancel their contract for any reason or no reason at all, they can. Many families feel when they purchase a Time Share that it is an investment in their familys vacations.Many families will say that owning forces them to take time off and go on vacation. As part of their paperwork, they reviewed and signed the Buyers Acknowledgement Of Representations. Number 8 and 9 of the document states: 
  8. The Club ** membership Program is being presented to the public as primarily something to be used by the Buyer, Buyer's family and guests.  It is not intended as an investment or something one should buy with the expectation of making a profit; and no CLUB real estate representative may offer you any resale promises.
  ***** can sell it.  A Membership may be assigned.  You own your membership, or number of memberships you have purchased forever.  You can rent; you can sell anytime to anyone for any price you and your buyer agree upon.
  Once the final vote has been completed, we will notify the traditional Thunderbird owners of the results of the vote and what the outcome was and what that result will mean to the one- and two-bedroom owners.Until then we cannot provide clear and accurate information.

• Initial Complaint

  Date:04/21/2025

  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 am filing a formal complaint against QM Resorts regarding my “Platinum” timeshare at Thunderbird Resort (Contract No. *****). I was misled at the point of sale about flexible booking, high-quality accommodations, reliable exchange options, fee transparency, and the ease of transferring ownership. My experience has been the opposite, with constant booking issues, declining quality, undisclosed fees, and a complicated, unreliable exchange process. Ownership has become a financial and personal burden, especially after my husband’s death in 2022. I now support a disabled family member on a fixed income and have not used the timeshare since 2019. Repeated, good-faith requests to cancel or release my contract due to genuine hardship were disregarded. QM Resorts’ lack of viable exit options and failure to resolve my situation constitutes business fraudulence and unprofessional conduct. I request the BBB’s intervention for a fair resolution, including a release from my contractual obligations.

  

  Business Response

  Date: 05/01/2025

  I am sorry for the loss of your husband. Based on your
  reservation history it looks like you traveled 1-2 times per year until 2019.
  It also appears that you cancelled 2 direct exchanges in 2019. As a Platinum
  owner, your HOA doesn’t have a surrender or exit program for owners that no
  longer want to own. Your Platinum does allow for up to 4 weeks per year. We are
  available to explain to any potential buyer how the ownership works. You can
  reach Member Services at *************

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23231077
  

  Dear BBB, 

  I am rejecting this response because:
  
  While I appreciate the acknowledgment of my loss, I must express my deep disappointment in the lack of meaningful assistance or empathy reflected in your response. 
  At the time of purchase, I was led to believe that this ownership would provide booking flexibility, high-quality accommodations, reliable exchange options, and an easy process for transferring ownership if needed. My actual experience has been the opposite. I have faced persistent booking difficulties, undisclosed fees, declining accommodation quality, and an unpredictable, overly complicated exchange system. 
  Since 2019, I have been unable to use the timeshare due to unforeseen and severe personal hardships. Losing my husband and becoming the sole caregiver for a disabled family member on a fixed income has drastically changed my circumstances. I have repeatedly communicated these challenges to QM Resorts, yet every effort to have my contract canceled or released has been dismissed. 
  Your statement that QM Resorts does not offer a surrender or exit program for Platinum owners is troubling. I am asking why my situation does not warrant the same level of consideration as that of other memberships. My hardships are genuine, and my inability to use or pay for the ownership is beyond my control. 
  Continuing to hold me liable under these circumstances feels both uncompassionate and unreasonable. It is especially disheartening given that QM Resorts has the ability to create solutions, such as offering assistance to locate a buyer or implementing an exit program for cases like mine. Simply directing me to **************** with no substantive path for resolution, does not address the burden I have expressed. 
  I urge QM Resorts to review my situation and offer a fair resolution that allows me to exit this agreement. I am simply requesting relief in a financially and emotionally overwhelming time. This is not an unreasonable request; this is a compassionate and ethical ask. 
  I hope you will reconsider my request and extend a solution that acknowledges the difficulties I have faced. I am asking you to do what is right. 
  Sincerely, 
  ******** ******

• Initial Complaint

  Date:03/17/2025

  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.

  We entered into a timeshare contract with QM Resorts with the expectations of enjoying the promised benefits ,such as easy access to worldwide travel destinations ,low maintenance fees ,and enhanced trading power after a recent upgrade. However ,the reality has been far from what was presented. The maintenance are due in full at year-end without a payment plan making finances tight as retirees on a fixed income. We"re also facing unexpected special assessments ,difficulty securing trades to desired locations ,and very limited activities at the resort when visiting. these factors have caused significant financial strain and prevented us from traveling to destinations we had hoped to visit. We are now seeking the cancellation of our timeshare contract to avoid this ongoing burden.

  

  Business Response

  Date: 03/26/2025

  You started out owning traditional 2-bedroom timeshares at the Thunderbird Resort Club and upgraded them to become Club QM Gold members and then upgraded to Club QM Platinum Passport. Based on your reservation history you have taken over 40 trips using your ownership. The maintenance fees are based on the costs to maintain the properties as well as external costs such as front desk staff, reservation staff and maintenance to name a few. Yes, this is the 3rd year of a 3-year special assessment The last few years have seen costs rise across the board due to the economy. Once you pay the dues at the beginning of the year you are able to make monthly payments towards next year so you dont have to pay the full amount at one time. Unfortunately, your board does not have a surrender or exit strategies for Platinum owners. When you purchased, you agreed if you no longer wanted to be an owner, that you would sell or transfer the ownership. So, the sale is up to you. We are available to explain your ownership on your behalf if you know anyone who travels.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23078373
  
  I am rejecting this response because:   We entered into a timeshare contract with QM Resorts under the understanding that it would provide us with convenient access to travel destinations and manageable fees, particularly as retirees on a fixed income. However, we have found that the financial burden imposed by high annual maintenance fees, unexpected special assessments, and lack of a feasible payment plan at year-end has been far from sustainable for us. Despite the claim that over 40 trips have been made , the limited availability of desirable trades , coupled with minimal on-site activities during resort visits, contradicts the promised benefits. Additionally, the lack of a viable exit strategy for Platinum owners has exacerbated the financial strain and deprived us of a reasonable solution to alleviate these challenges. Again for these reasons, this is why we are seeking the cancellation of our timeshare contract to prevent further hardships. Regardless of what is in the contract. The entire sales presentation was rushed and our issues deserve to be addressed. We deserve a release option from this company immediately.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 04/03/2025

  The property is deeded and the *** does not have a deed back or surrender program for owners at this time. If an owner decides they no longer want to be an owner, it is up to the individual owner to sell the time share for whatever price the owner and new owner decide on.
  
  As an owner you are able to pay your next years Club Dues on amonthly basis. This will help not to have the full amount due on Jan 1.
  After each purchase, you had a state mandated 5-day revocation right. This 5-day cancellation period allows all new owners,time away from resort representatives to decide if her would like to remain owners. New owners can cancel for any or no reason at all.
  We are available to explain what benefits your ownership includes if you have someone who may want to take over your ownership.
  

• Initial Complaint

  Date:03/13/2025

  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.

  My wife and I attended a presentation for The Ridge Tahoe and were impressed by their facilities
  and promises of cost savings ,exclusive benefits, and increased property value. However, the sales
  team presusured us with claims that offers were only valid that day. Despite hesitation, we signed the deal under pressure. Later we discovered the terms were misrepresented after we received our
  deed once we paid it off. The property we purchased was actually at the Ridge Sierra, an affiliate
  resort, not directly tied to the Ridge Tahoe club as implied. This became clear when the deed revealed no connection to The Ridge Tahoe Club.
  Since retiring in 2020 and living on a fixed income,we've struggled to afford the rising dues and
  fees. These costs have increased roughly 25%, making ownership unsustainable. Through our
  timeshare, we pay over $200 per night for stays, while non-members can book the same rooms
  for around $170 per night. This is in addition to the upfront purchased price of over $12,000.
  annual maintenance fees currently at $2441, and random special assessments including the most
  recent $970 bill. Ownership , which was promised lo lower vacation costs, has instead become far more expensive than simply booking hotels. It feels like we are being penalized for our membership rather than benefiting from it. Where are the savings we were promised?
  We've repeatedly contacted QM Corp over the past five months to request options for exiting
  our timeshare but received no response. Emails and on line inquiry submitted 90 days ago
  have been ignored, showing a lack of care for customer satisfaction.
  We are filling this complaint to demand a resolution and to warn others about the financial strain.
  and lack of support tied to QM Corp's timeshare ownership. This situation has caused us considerable frustration, and we request QM Corp to respond promptly and outline a clear process for exiting our timeshare without delay.

  

  Business Response

  Date: 03/14/2025

  Looks like you upgraded to the Platinum passport in September
  of 2016. Hopefully, you have enjoyed many special trips. We are sorry you felt
  pressured. During the paperwork you would have read about the state mandated 5 days
  right of cancellation. This time is intended for a new purchaser to decide away
  from the resort representatives, to decide privately on the merits of the membership
  for your family. A new owner can cancel for any reason. As a Platinum Club QM
  member, you owned part of all of the Club QM properties including the Ridge
  Sierra. Part of the annual dues you pay are for the use of the Ridge Club facilities.
  You have full use of all of the Ridge Tahoe amenities. One of the benefits of
  your ownership is that you can use up to 4 weeks per year. And even with the
  increases when you divide the $2441 by the 28 nights, you are only paying $88
  per night for a 2-bedroom condo. Even during the special assessment, you were
  only paying around $121 per night. As this was the last of 3 years for the
  special assessment, I think most people would agree $88 per night for 6 people is
  quite reasonable. As an owner, if you make a reservation, you can rent out your
  time. A lot of owners will offset their ownership by renting time on VRBO or
  Airbnb. We can’t control what they charge, so you may see this time available
  online.
  At this time your HOA does not have an exit or surrender program.
  If you no longer wish to continue your ownership, it would be up to you the
  owner to sell or transfer the ownership to someone who does travel. We are
  available to assist you in explaining the benefits to a new owner as well as
  assisting with the paperwork for the transfer for a document fee.

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  If the main benefit is merely dividing maintenance fees based on the number of weeks we can use, why were we required to pay yhousand of dollars upfront for ownership?

  We were promised that this initial investment would lead to substantial long-term savings - not that the savings would come simply offsetting maintenance fees.

  However. with maintenance costs rising so rapidly, those savings are unlikely to materialize. This completely contradicts what was originally promised to us.

  If this was explained to us we would have never taken the deal. No where in the paperwork does it mention we would be charged more than non owners nor does it 

  explain where the benefits compare to booking independently vs. with this timeshare. 

  Additionally, you have not addressed the fact that non-owners are being charged less than priority members. Why is that?

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

  

  Business Response

  Date: 03/21/2025

  A lot of our owners and their family members have been
  owners since the early 80’s, 90’s and so on. The family will use it for years
  to come. So, for all of the owners from the 80’s they can divided their
  purchase price by 40 then divide by the number of nights, again only adds a
  couple of dollars per night. Families like mine that have owned since the 90’s have
  enjoyed high end 2-bedroom resorts like Marriott and Hiltons in major cities
  like Las Vegas and San Francisco for under $100 per night and check out without
  a bill. That is just not possible online for a 2-bedroom accommodations.  My grandchildren will hopefully still be using
  the timeshare 20-30 years from now, and I feel that hotel rates are going up
  faster than my maintenance fees. The best part for them is they will not have a
  buy in. They will just inherit my time.
  As an owner you are able to rent your rooms online. I personally
  rent some of my time on VRBO and Airbnb to offset my maintenance fee. My
  listing then end up on websites like Expedia. I and other owners set our own
  prices and QM Resorts has no control over this pricing.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23063912
  
  I am rejecting this response because:

   

  Kindly reopen Complaint ID: ******** filed against Q.M. Corporation. I didn't have the opportunity to respond to the business until the case was closed. I have no family to pass this on to, and if that's where the benefit is supposed to lie, it was never clearly communicated to us upfront. I would never burden my family with this. The maintenance fees are far from affordable for many, and they only continue to increase over time. I'll say it again-owners like us are being overcharged. To make matters worse, we've seen non-owners not only paying less than we do but also receiving priority access over us. Why is this happening?
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/29/2025

  As stated previously, your board and HOA do not have an exit or surrender program for Platinum owners at this time. If you no longer want to own, your contract states that it would be up to you to sell or transfer the ownership to someone who does travel. We are available to explain how the ownership works to any potential new owner. We are also available to do the transfer paperwork for $399. Some owners rent out their time on the open market and we cant control what they charge people for their time. They, like you, have to make a reservation to be able to rent it.They are not receiving priority access. 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23063912
  
  I am rejecting this response because: The company repeatedly fails to address the issues I've raised. Telling me there's no deed back 

  program and suggesting I sell it myself is not a real solution, especially when the problems remain unresolved. Whether I sell it, transfer 

  it to someone else, or keep it, the issues will still exist and simply would be passed on to the next person. What steps are you going to take 

  to resolve the concerns I've brought up?
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For almost a year, we have been attempting to contact them to address our situation, and they are either unresponsive or unhelpful. *** **** basically told us that we just have to let it ruin our credit. Instead of assisting us, he has stated that our only option is to allow the ownership to move into foreclosure, claiming that it would "go away" afterward. He further suggested that the impact on our credit report would not be a concern because "it's a timeshare," implying no harm would come from it. This dismissive and negligent attitude is completely unacceptable, and we are unwilling to accept such damaging advice. There is no reason why foreclosure should even be considered when we are actively offering to return the ownership to QM Resorts. Its both logical and ethical for QM Resorts to accept our relinquishment request. Despite our good-faith efforts to resolve this situation, we are facing unreasonable pushback while continuing to bear an unjust financial and emotional burden due to this ownership. They have failed to deliver on every promise made at the time of purchase. The fees have skyrocketed way past what we were told. The situation worsened due to QM Resorts decision to consolidate property and convert some units into private apartments. This has drastically reduced availability and made it even harder for owners like us to use, AGAIN, what we were promised. Our ability to travel has become severely limited due to a medical hardship, which makes maintaining this ownership impractical. The financial impact of this timeshare is excessive and unfair given the lack of value we received.

  

  Business Response

  Date: 03/03/2025

  Your HOA does not have an exit or surrender program for owners at this time. Your account is in collections due to non-payment of your club dues. Once the account is determined to be uncollectable, the property will be foreclosed on. When you purchased, you signed stating If you no longer wanted to be an owner, that you would be the one responsible to sell or transfer the property to someone else.  You can bring the account current and sell the property for any price you and your buyer agree on. We offer a free service of explaining to someone you may know that still travels on the benefits of your ownership. If you would like to bring the account current, please contact Club Dues at *******************.

• Initial Complaint

  Date:01/08/2025

  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.

  After our daughter, a co-owner, passed away, we reached out to surrender ownership but were told we had to handle the resale ourselves. Were overwhelmed and dont know where to start.The *** fees, once promised to stay under $1,000, kept increasing due to "temporary" special assessments that never ended, with little visible improvement. Since ******* took over from Ridge Tahoe, the property has deterioratedmissing shingles, peeling paint, broken furniture,and more. I sent pictures/ complaints to the board for years but never got a response. Three years ago, they started renovations and added another special 3-year assessment of $665.44 yearly. We voted no, as we were already paying for improvements, but the board claimed the vote was positive. When QM took over, they asked us to forfeit our condo and join their corporation, which we declined. Afterward, they cut transportation services and took away Bonus/Extra time unless you joined their corporation. They punished us by taking away our benefits because we refused to give them more money for something we already paid for and werent happy to begin with initially. The lies about assessments and extra time are endless.Rising costs make it cheaper to rent elsewhere. They advertise on ******* for $149 a night,making it harder for owners to secure a full week. We now pay $1,178.06 in ***, $228.56 in Club Dues, and $665.44 for special assessmentsalmost unaffordable. We bought it in 1986 when the *** was $370. Were almost 80 years old with health issues. The lack of elevators makes navigating the stairs difficult. Were extremely disappointed in management. How can we sell this when it isnt worth what weve put into it? We have attempted to continue this conversation through member services via email and certified mail, but they are no longer responding. We need a solution. This is unacceptable

  

  Business Response

  Date: 01/16/2025

  I am so sorry for your loss. At this time your *** does not have a surrender or exit program for your resort. The *** fees include all of the costs associated with the property such as, but not limited to, property insurance, utilities, property taxes and labor most of which we have no control over. We are currently in the process of upgrading the exterior of the Olympic Court property siding. When we took over the property management of the Ridge Sierra,we did not change any policies. The Ridge Tahoe changed how the transportation worked. They will still pick you up from the Ridge Sierra and take you to the club house. When or if a surrender program becomes available, we will notify the owners.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22786631
  Been an owner since 1986, never missed a payment, loved the view and the bonus time,  but things went down hill fast when ** took over. For years, we sent pictures and letters to the board of directors about the resorts deteriorating condition, yet we received no response. What do you have to say about that? As paying owners, we expect to have a say in how the resort is managed. Being ignored for years is unacceptable. It was never disclosed to us that we would be responsible for covering costs such as property insurance, utilities, property taxes, and labor. If we had known this, we would have realized that the fees would more than likely far exceed the promised $1,000 or less after all these years.
  When we were finally given an opportunity to vote on how some issues were handled, we specifically answered no to engaging in renovations at that time because the boards decision came with an extra assessment fee of $665.44 for (3) years. The maintenance fees weve been paying for years were supposed to cover the upkeep and renovations of the property. Yet, every year we visited, there were no noticeable improvements. It was an embarrassment to even bring people with us the exterior was so bad, It wasnt just usother owners felt the same way.
  When we raised concerns about the renovations and our no vote, we received no follow-up response. Instead, the board stated in a news letter the overall vote was for the renovations, leaving us no choice but to pay. We were never offered any alternatives. Were happy for those who wanted the renovations and are now seeing progress with the siding. But this is years too late. Weve been voicing concerns about the propertys condition for ages,and only now are repairs being made. The siding is just one of many issues that have been neglected. Heres a list of some but not all things weve experienced over the years

  Unacceptable exterior upkeep, peeling paint, and missing shingles.
  Broken or missing window screens.
  Dirty rooms with hair and spills on furniture.
  Broken furniture, worn-out carpet, poor bathroom paint, and cracked tiles.
  Uncomfortable, hard beds and unsleepable hideaway beds without sheets (housekeeping took multiple calls
  to resolve this each time we visited).
  Hot tubs often broken, barbeques left unclean (on one visit one even caught fire without an extinguisher nearbya clear fire hazard).
  Pet rooms with strong odors,pet hair, barking dogs left unattended, and no enforcement of rules.
  No elevators, which is a hardship for seniors like us (Im nearly 80 with bad hips, and my husband has bad knees).
  Limited parking, malfunctioning TVs, broken balcony furniture, and loud dining chairs scraping on tile floors that is heard from upper and lower rooms
  Fire extinguishers not inspected or up to date.
  For years, we asked for repairs when costs would have been manageable and should have been covered with the maintenance fees we were already paying. Now, with inflation and skyrocketing labor and material costs, the expense is overwhelming and unfairly placed on us.This negligence is not our fault, and we should not bear the burden of years of inaction.

  Additionally, the company claims no policies changed when ** took over, but place went neglected, transportation changed and mostly we lost our bonus time. You had to join the ** corporation to get your bonus time back. This place rents for $149 a night on the internet, hardly fare that I have to pay large HOA fees for the people on the internet to enjoy and compete with them for our week rental. The company's response about these policies is inaccurate.

  Were not letting this go. Weve lost the desire to vacation there now that our daughter is gone due to a tragic drowning accident in ****** that left us all devestated. Please work with us to find an alternative solution. We are nearing the ages where we will no longer be on this earth. 

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

  

  Business Response

  Date: 03/20/2025

  If you bought in 1986, you purchased with the Ridge Tahoe (Harlesk Management ***** and I cannot speak to what was said at the meeting.However, there would have been a document regarding the maintenance fees and how much they were allowed to go up per year, allowing for inflation. QM Resorts took over the property management in 1990. Since then, we have not changed how the ownership works. The Ridge Tahoe has made some changes such as transportation down to the casinos, they will still pick you up and take you to the club house.
  Once a year the Board has an annual meeting at which time owners are invited to voice their questions, concerns and suggestions. This is a time for you to express your concerns and what you have expressed in this complaint. We also provide comment cards for you to fill out. We cant know what to resolve for the owners if we arent aware. We rely on the owners to make us aware.
  When the vote was taken for the special assessment, a majority of the owners voted to proceed with the upgrades. The cost of repairs is then divided by all of the owners, not just the ones who voted for them.
  I will forward your list of things you have experienced to our resort manager, for corrections to be made. We strive for you and the other owners and their guest to have an enjoyable stay. On behalf of QM Resorts we hope that all of your stays going forward are memorable and we are sorry for any discomfort in the past.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22786631
  
  I am rejecting this response because: It's a lie about the bonus time, it was taken away from us and now can only be used by QM Resort owners. It was told to us at buying that this would never change. I get tired of paying for others to enjoy this benefit and tired of paying for people to rent these units at $149 per night. My home owners fees are so excessive that it outways the cost of owning. There are no elevators and the number of stairs to get to the units will not support people with disabilities or seniors who have hard times climbing up and down these stairs 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/04/2024

  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 am extremely dissatisfied with my QM Resorts timeshare experience. Since purchasing in 1995, booking has been nearly impossible despite apparent availability, forcing us to incur extra hotel expenses. Attempting to use our timeshare for a Hawaii trip in 2020 was a disaster due to inadequate services caused by a fire, leaving essential amenities unavailable. Furthermore, attempts to cancel have been met with unsympathetic responses, with no viable options other than transferring or selling. With my wifes passing and living on a fixed income, this financial burden is unsustainable. I demand immediate cancellation and a full refund. Please address this urgently by contacting me at *************************

  

  Business Response

  Date: 11/07/2024

  I am sorry you havent had the best experience recently with your ownership. I am also sorry for your loss. However, at this time your *** does not have a surrender or exit strategy for owners who no longer want to be owners. When you purchased the ownership, you signed stating if you no longer wanted to be an owner, you would sell or transfer the ownership. We do not however,want this discussion of no longer wanting to own, to come across to you or any other owner unsympathetic. We were forced to close our sales and marketing departments for COVID and now that those restrictions were lifted, we have not reopened for sales. Consequently, we are not talking to people about travel like we did in the past. If the *** does come up with an exit strategy, we will notify the owners.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22512953
  
  Dear BBB Representative,

  
  While I appreciate their sentiments, I must reiterate my position and concerns. Firstly, I want to address the companys acknowledgment of my challenges. Since purchasing the timeshare in 1995, my expectations have been consistently unmet. Despite being advised to book a year in advance, I often found it extremely difficult to secure reservations, even when the facility appeared to have availability. This has led to additional financial burdens as I had to seek alternative accommodations despite having paid for the timeshare.

  
  The closure of amenities at the Thunderbird Resort following the 2020 fire significantly diminished the value of my ownership. For nearly four years, no recreational facilities were available, severely impacting the quality and enjoyment that was originally promised.

  
  The suggestion provided by the ********* company to transfer ownership to a relative or sell it has proven impractical. My circumstances have changed dramatically since my wife passed away three years ago. Currently, on a fixed income, I cannot sustain the ongoing fees associated with this timeshare. Also, passing this obligation on to a family member is not feasible, as they are uninterested and would rightfully decline such a burden.
  The financial and procedural changes that have occurred over the years were made without any input or consent from me as an owner. The increased charges and system alterations significantly differ from my original agreement in 1995.

  
  I respectfully request to be released from all obligations related to this timeshare. I simply cannot afford to continue paying these fees, and maintaining this contract is financially unsustainable. I kindly urge the Better Business Bureau to assist in facilitating a resolution that allows me to terminate my timeshare agreement with QM Resorts.

  
  Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.

  
  Sincerely,

  
  *** *******