Complaints

This profile includes complaints for Elite Resort Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Elite Resort Group

  852 William Hilton Pkwy Ste 1A Hilton Head Island, SC 29928-3423

• 

  Elite Resort Group

  PO Box 5310 Hilton Head, SC 29938

• 

  Elite Resort Group

  1 Coggins Point Rd Hilton Head Island, SC 29928

• 

  Elite Resort Group

  66 Pope Ave Hilton Head Island, SC 29928

• 

  Elite Resort Group

  12 Valencia Rd Hilton Head Island, SC 29928

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:06/27/2024

  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 need to file a formal complaint against this company. They refuse to help me and their reason is that I have an outstanding loan on the account. I do not feel that this is fair because they have not delivered what I promised to pay for. I am not able to maintain the timeshare and need to give it back. I was assured I could be absolved of responsibility for the ownership. This timeshare creates a financial hardship for me and I cant afford it. Despite attempts to tell them no, *************** reduced the price of the timeshare and assured me that if I no longer wanted it, I could stop making maintenance fee payments and it would absolve me of the timeshare. I had not been able to use it; there was no availability. So I was convinced by ***** that I needed to increase my points to get what I was promised. This solved nothing and only made things worse for me financially. This was a huge waste of money and feels like a big scam. I am a single mother, supporting three children. Keeping this timeshare is not an option for me. I need help.

  Business Response

  Date: 07/01/2024

  Palmera ************* has reviewed the complaint filed herein and responds as follows:  the mechanism for cancelling the membership is for the Palmera ************* Members Association agreeing to accept the transfer of the membership (which they are in no way legally obligated to do), and unfortunately they cannot due where there is an outstanding loan balance.  It is not the Clubs responsibility to rectify a members financial difficulties resulting from the members decision to purchase a membership.  As to availability, there is always availability to fulfill each members points, it is generally a question of a member getting a reservation window that they like.

  Customer Answer

  Date: 07/25/2024

  To whom it may concern,
  My Name: 
  *************************
  
  Regarding: Complaint ID: ********
  
  Ownership Information:
  ****** 5-7419349
  
  I received a letter in the mail from you, dated for July 2nd, stating that I had 5 days to respond to the letter. Upon review, it appears that the complaint has been closed. I am sorry if any additional communication has been missed from you. I would like to have the complaint reopened if possible. In reviewing the response from the timeshare, it appears that they have done nothing to resolve my complaint. They refuse to help me because there is an outstanding loan balance. Being completely transparent with you, I was in an incredibly vulnerable state during the presentation and purchase of this ownership. During that time, I had recently experienced great losses. Within a short amount of time, I had lost my mother and grandmother. I was dealing with these losses and had my children with me at the presentation. My judgment was clouded. During the presentation, I actually informed *************** that I was not able to afford it. She offered a significantly reduced price but, I was still concerned with being able to afford it. With this concern in mind, I asked her what would happen if I no longer wanted the ownership. ************ assured me that ceasing to pay maintenance fees would absolve me of any further responsibility for the ownership. As a result, I proceeded with the purchase. After purchasing, I was struggling to actually utilize the ownership. During another presentation, I advised a representative, named *****, of this and he assured me that increasing my points would ease the issues that I was having and I would be able to book a vacation. Tarek lied! Nothing changed. I am still unable to utilize the ownership and I am in an even bigger financial bind as a result. I was assured by *** that there would be a way out of this and it is isnt fair for them to refuse to help me. As a result of their representatives lying to me, I have been placed in a horrible financial situation. I am a single mother, supporting three children. The cost of living is at an all time high and maintaining this timeshare isnt an option. I was intentionally misled into thinking that this purchase was risk free and would provide vacations for my children and I. Instead, I have not received what was promised to me and a victim to this financial nightmare. 
  I need help and anything that can be done is appreciated. 
  
  Thank you,
  *************************  

  Business Response

  Date: 07/26/2024

  While we are empathetic regarding ******************* circumstances as previously noted, it is not the Clubs responsibility to rectify a members financial difficulties resulting from the members decision to purchase a membership.  As to the alleged statements regarding termination of the membership, that is not accurate, and there is no evidence in the purchase documents reflecting any such statement.

• Initial Complaint

  Date:06/27/2024

  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.

  We are writing to formally lodge a complaint regarding our ownership with Elite Resort Group and to seek your assistance in exiting this ownership. We are responding to their recent offer concerning the surrender of both ownerships, which necessitates a fee of $1,500 each, amounting to a total of $3,000.Firstly, we would like to express our concern over these exorbitantly high fees for relinquishing the property, especially considering that Elite Resort Group will likely profit from these properties once they are resold. As you may understand, we are currently facing significant financial difficulties and are struggling to meet our existing financial obligations.Given our situation, we respectfully request if there is any possibility to appeal for a reduction or, if feasible, a complete waiver of these fees. Furthermore, we were under the impression, based on the sales presentations, that this was a sound investment and feel that we were misled during the purchase process. Waiving these fees would be greatly beneficial to us at this time.

  Business Response

  Date: 07/01/2024

  The $1,500.00 the complainant refers to is the cost for the Association to accept the transfer of the timeshare and is $3,000 since the owner has two.   ERG does not accept the transfer of the timeshare interest but rather the Association that manages the timeshare resort does.  The cost(s) associated compensate for the cost(s) involved in the transaction. 

  Customer Answer

  Date: 10/31/2024

  Please submit the following as my response to the company:

   

  Dear Elite Palmera,
  Thank you for the clarification regarding the transfer of the timeshare interests. I understand that the $3,000 fee covers the cost for the Association to accept the transfer, given we have two timeshares. I would like to accept this offer and proceed with the transaction as outlined. Please let me know the next steps and any additional information or documentation required from my end to facilitate this transfer. I look forward to your prompt response to finalize the arrangements.
  Sincerely,
  ***** ********

  Customer Answer

  Date: 10/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Please submit the following as my response to the company:

   

  Dear Elite Palmera,
  Thank you for the clarification regarding the transfer of the timeshare interests. I understand that the $3,000 fee covers the cost for the Association to accept the transfer, given we have two timeshares. I would like to accept this offer and proceed with the transaction as outlined. Please let me know the next steps and any additional information or documentation required from my end to facilitate this transfer. I look forward to your prompt response to finalize the arrangements.
  Sincerely,
  ***** ********

  Regards,

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

   

  Business Response

  Date: 11/01/2024

  Mrs. ******** may reach out to ** (by emailing *****************************) and request the address information for payment to be sent for the transfer of their timeshare interest. 

• Initial Complaint

  Date:06/06/2024

  Type:Product 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 writing to express my disappointment and frustration with the lack of response to my formal request for the cancellation of my timeshare ownership. The circumstances surrounding my request are deeply personal and financially challenging, yet the lack of acknowledgment or resolution from Palmera and Elite Resort Group has added further stress to an already difficult situation.Following a series of unfortunate personal events, including the passing of my wife and a shift to a limited income as a retired schoolteacher, I reached out to Elite Resort Group to request the cancellation of my timeshare due to financial constraints and the inability to utilize the ownership as intended. Despite detailing my situation and the unmet promises and disappointments associated with the timeshare experience, I have not received any response or assistance in addressing this matter.The initial high-pressure sales tactics, unfulfilled promises of affordable travel experiences, and the inability to utilize the timeshare as expected have all contributed to my decision to seek cancellation. The ongoing financial burden and emotional reminders of unfulfilled expectations have made it unsustainable for me to continue with this ownership.I had previously attempted to explore alternatives with Elite Resort Group, including selling or returning the timeshare, only to be informed of legal consequences for non-payment. However, the lack of responsiveness and compassion in considering my circumstances is disheartening and leaves me in a difficult position.I am seeking your intervention and assistance in resolving this matter promptly by facilitating the cancellation of my timeshare ownership with Elite Resort Group. I believe that a compassionate approach that takes into account the unforeseen hardships I have faced would be beneficial for both parties involved.

  Business Response

  Date: 06/13/2024

  Palmera ************* has reviewed the complaint filed by **************.  While we are empathetic regarding Mr. ****** circumstances, unfortunately his request to terminate his timeshare was not approved as a result of his having a loan balance for the purchase of the membership.  Generally, the Board of the Palmera ************* Members Association will review hardship requests and occasionally will agree to accept the transfer of a membership, but not where there is a loan balance due since that loan is not payable to the Association.

  Customer Answer

  Date: 06/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21812991

  I am rejecting this response because:

  Regards,

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

  Customer Answer

  Date: 06/17/2024

  Dear Palmera Vacation Club,

  Thank you for your review of my complaint.  I understand the Board's policy, however, I am requesting a special review of my case due to my extraordinary circumstances.  Due to a series of unforeseen hardships of illnesses, surgeries, and the death of my wife my finances have been significantly reduced.  Given these circumstances and the severe financial burden the timeshare has placed on me.  I am kindly asking for reconsideration to terminate my membership.  I am genuinely unable to pay the balance of my account.  I hope the Board can ***** me the relief I so desperately need.

  Respectfully yours,

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

   

   

  Business Response

  Date: 06/25/2024

  While the ***** of ********* of ****************************************** **** will occasionally authorize the termination of a membership, there is no legal obligation for them to do so.  In this instance, the ***** has declined to authorize the termination of Mr. ****** membership.

  Customer Answer

  Date: 07/01/2024

  Elite Palmera Vacation Resort has verbally agreed to cancel my timeshare and loan immediately.  I am waiting for their lawyers to mail me the proper documents to sign.  I will notify you when the process is complete.  Thanks for your help.

   

• Initial Complaint

  Date:05/21/2024

  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 writing to share the experience my wife and I had with Elite Resort Group. We booked a hotel deal for *********** Island, and we were thrilled about the advertised low cost of around $100 per night and the included day cruise and restaurant discount. However, the reality was a far cry from what was promised. The 45-minute presentation stretched into an agonizing 2.5-hour ordeal on our anniversary (5/13/2021), during which we were pressured into purchasing a timeshare by a salesman who made numerous false claims. He assured us we could cancel at any time if we were unsatisfied, a promise that turned out to be utterly untrue. We discovered, after gaining access to the website (a delay of 60 days post-purchase), that almost every aspect of the offer was misrepresented. The financial strain this has caused is immense, adding unnecessary stress and forcing us to work overtime to cover the costs, which significantly impacts our quality of life. We are unable to use the timeshare, yet we are burdened with ongoing payments for something we do not need or want. This situation has limited our ability to save for essential needs, such as reliable transportation and basic living expenses. Therefore, we are seeking the immediate cancellation of the timeshare agreement to alleviate this undue financial and emotional burden.

  Business Response

  Date: 05/24/2024

  Elite Resort Group (ERG) is the management company for Palmera Vacation Club.  ERG has no role in anything having to do with membership sales.  However, we have reviewed the contract file for the Seidenbergs and there is nothing in the agreements that provide any assurance that the membership can be resold by *******, whether within 60 days or anytime. We understand that the question of resales or repurchasing of membership interests occasionally has arisen in the past, and the ***** standard policies are that they do not arrange for resale of membership interest in any form or fashion.  As to the affordability and financial hardship, that is an issue solely for the complainants and their situation, and no company is ever responsible for the individual financial decisions of its customers.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair 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 am writing to file a former complaint against **** ****** and the Elite Resort Group for their unnacceptable business practices and lack of responsiveness to my cancellation inquiries.
  
  

  Business Response

  Date: 05/13/2024

  We have reviewed *** *********** complaint and have agreed to the cancellation on terms communicated to *** *********.  

  Customer Answer

  Date: 05/15/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  I am rejecting this response because I recently emailed the timeshare requesting that they waive the $1500 fee that comes with the release option, but they have not yet replied. 
  Over the past four years, I have diligently paid a total of $23,037.75 to Elite Resort Group. This substantial sum includes the initial purchase price of the timeshare points, closing costs, and monthly maintenance fees. Given my significant financial investment in your company, the additional $1500 processing fee for returning the timeshare is unwarranted and should be waived.
  
  Throughout my ownership experience, I have encountered several challenges and inconsistencies that have led me to this decision. During the initial purchase in June 2020, I was promised that ******* would take my ****** timeshare if it did not sell within six months. However, this agreement was not honored, and I had to pay additional fees to continue listing the ****** timeshare.
  During my second purchase in September 2023, I was not fully informed about the foreclosure status of the points I acquired or the attached golf package. The lack of transparency and difficulty contacting the sales representatives have been disheartening.
  
  Moreover, the limited availability of properties, the increasing maintenance dues, and the additional fees associated with making reservations through the *** *********** have made it challenging to benefit fully from my timeshare ownership. The costs incurred over the years have not justified the value of my vacations.
  
  Considering my substantial financial commitment to Elite Resort Group and the various challenges I have faced, I respectfully request that the $1500 processing fee be waived. This gesture would demonstrate their company's commitment to customer satisfaction and fairness.
  
  I appreciate your understanding and consideration of my request.
  
  
  Regards,
  ***** *********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 05/17/2024

  We are pleased to share that a resolution was offered, and a mutual agreement has been made with *** *********.  Thank you

  Customer Answer

  Date: 05/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. I am waiting on the release documents to be sent to me per the letter dated May 4, 2024 waiving the $1500 processing fee from the Property Team at Elite Resort Group, Inc. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:04/26/2024

  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.

  Im filing this after countless attempts to resolve a serious issue with Elite Resort Group, who have shown nothing but apathy and unprofessionalism toward our situation. Since investing in a timeshare with them, it's been a nightmare of deceit, poor communication, and outright neglect. Once they had our money in hand, their supposed commitment to service vanished. The level of disregard shown to us as customers has been astonishing. After finalizing our purchase, any semblance of customer service evaporated. We've been ignored, brushed off, and left to deal with the consequences of their greed. Promises made were not kept, leaving us both financially and emotionally drained.To add insult to injury, instead of addressing our grievances, Elite Resort Group sent our account to collections, blatantly ignoring our attempts to resolve the issue directly. This not only caused financial strain but unnecessary stress and frustration as we were forced to negotiate with a collection agency to revert our account back to **********************. This company's behavior is unacceptable and unethical. We demand immediate action, restitution for our financial losses, emotional distress, and the significant amount of time wasted. Elite Resort Group's lack of responsibility and customer care in their handling of our situation is appalling, and this complaint serves as a call for some accountability and a warning to others considering their services.

  Business Response

  Date: 05/08/2024

  Elite Resort Group, **** (ERG) answers the complaint filed herein and states that despite the vague allegations of misconduct set forth in the complaint, our records to not indicate any specific issues having previously been raised with ERG.  ERG is not responsible for any financial strain that the Complainant is under due to their obligations to make payments under contracts that they willingly signed, and from which they have enjoyed benefits. The account would have only been referred to collection due to a serious default in payments required to have been made by Complainants.  We are also not aware of any reason by which ERG would not have met any of its responsibilities or obligations. here...

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair 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 am writing to lodge a formal complaint against Elite Resort Group (ERG) for their failure to fulfill a verbal agreement that was the sole basis for my timeshare purchase with them, as well as their lack of communication and flexibility in the utility of the timeshare product sold to me and my now-deceased wife.
  
  

  Business Response

  Date: 04/26/2024

  As an initial matter, Elite Resort Group, Inc (“ERG”) had nothing to do with the sale of the timeshare interest to the Complainant, and whatever conduct may or may have occurred at the sale presentation has nothing to do with ERG.  ERG is the management company for the resort at which the timeshare interest is located and plays no role in the sale of timeshare interests.  With that being established, we have had the opportunity to review the complaint and the Complainant’s file and that file shows that the Complainant is mistaken about the role of selling entity (at that time ******* ******** **********) in disposing of the Complainant’s existing timeshare in Hawaii.  Among the documents in the Complainant’s file is the attached Understanding Acknowledgment and Disclosure form which clearly shows that the Complainant acknowledged that ****** ********** ***. was the company engaged by the Complainant for the sale, and that company is not affiliated with *******.  That Understanding also provides that the Complainant at the time acknowledged that he has not been told whether or not the timeshare interest would sell and not told of any promised price.  At this point it is possible that the managing Association at ***** ***** would accept the transfer of this unit, but no refund would be provided. 

  Customer Answer

  Date: 04/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. I am requesting that all documentation for this transfer be sent to me as soon as possible. 

  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:04/12/2024

  Type:Product 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 submitted my formal termination request via email to the board of directors of this company on December 18 and received an automated response indicating a 6-8 week response time. I sent another email to Island Links Resort and ERG on February 22 asking for an update because I had not heard back. I received a response asking for more information but nothing further. It is now mid-April, and while I've been patient, waiting four months for an email from the board is quite unprofessional and absurd. Over the past 15 years, I have invested approximately $12,000-$13,000 with this company, anticipating the freedom to enjoy vacations at my convenience with the Tri-X unit that was assigned to me, as well as the promised annual developer week. Unfortunately, the availability of the unit did not meet my expectations, leaving me feeling like my investment had been in vain. To compound matters, I was under the impression that the developer week could be rented out to help cover the maintenance fees.Despite my attempts to do so through the recommended third-party company, Resort Solutions,as suggested by the sales agents who initially explained everything to me, this endeavor proved to be yet another disappointing investment. Although *********************, the rental expert who assisted me with listing the unit, did lower his second fee for relisting it in the second year after it failed to rent in the first year, the outcome remained unsuccessful. These were the two primary reasons I signed up for the timeshare, and since they were not fulfilled, I am requesting a full refund and a complete release from this ownership. While I have used the ownership a handful of times, I feel deceived by the false expectations that were set for me, and I now seek a fair resolution to this matter.

  Business Response

  Date: 04/19/2024

  Elite Resort Group is in receipt of the recent complaint filed by ***********************.  File no ********. A Representative, from Elite Resort Group, has reached out to *************************** and left a voicemail requesting a return call.   We look forward to speaking with him and encourage him to contact us directly. 

  Thank you.

  Regards,

  Management

   

   

• Initial Complaint

  Date:03/25/2024

  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.

  Our attempts to reach out to your property management team have been met with silence, a situation shared by others. This lack of acknowledgment or response has left us and many others in uncertainty and deep frustration.This situation is awful, as it is not just us who are dissatisfied. Reviewing complaints and feedback from other customers reveals consistent unresponsiveness and dissatisfaction with Elite Resort Group's services. Customers have reported feeling victimized by what they perceive as scam-like behavior, with the company showing a blatant disregard for the concerns raised by its clients. Other negative reviews highlight high-pressure sales tactics, unfair payment practices toward employees, and a general lack of trustworthiness.Our experience and the collective grievances shared by others are not an isolated incident but rather indicative of a broader systemic issue within Elite Resort Group's operations. The absence of communication and transparency, especially concerning something as significant as a timeshare cancellation request, is not just unacceptable. It is a clear sign of a systemic problem that needs immediate attention.

  Business Response

  Date: 03/26/2024

  We have had some staffing issues in the department that handles requests such as the one made by the Complainant.  We are reaching out to him to advise him regarding his request.

  Customer Answer

  Date: 03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21479091

  I am rejecting this response because: I have yet to receive anything and want communication to stay open. I'm only rejecting this so nothing falls through the cracks. I'll accept this once I receive word on the Property Team's decision.

  Regards,

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

  Business Response

  Date: 04/16/2024

  Elite Resort Group is in receipt of the recent complaint filed by *************************, File No.21479091. We appreciate the opportunity to address his concerns and have reached out to ************************* in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been resolved.
  
  Thank you,

  Management 

  Customer Answer

  Date: 04/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21479091

  I am rejecting this response because:

  No one has reached out to us. We got a call earlier from someone from RCI who had no idea what we were talking about but that did not address any of our concerns. Please have someone from the timeshare contact us directly. 

  Regards,

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

  Business Response

  Date: 04/19/2024

  Elite Resort Group has spoken with ***************************** and confirmed contact details being used and clarified correct information.  Both parties have agreed to speak again regarding his submission, once his Contract and concerns have been reviewed. 

  Thank you.

  Regards,

  Management

• Initial Complaint

  Date:03/25/2024

  Type:Product 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.

  About eight weeks ago, we sent a request to the board of directors asking to cancel my timeshare contract. I thought it was a straightforward ask, but here we are, two months later, and I'm still waiting for even a whisper of a response.I've tried everything to get some sort of update or acknowledgment from them. No replies, no updates, nothing. It's incredibly frustrating and, honestly, pretty stressful. This isn't just about the money; it's the feeling of being ignored and not knowing where you stand.When I first asked to cancel my timeshare, I thought Elite Resort Group would handle it despite the eight week wait. The complete lack of communication has left me feeling stuck and ignored, which is why I'm turning to you for help.

  Business Response

  Date: 03/26/2024

  It is not possible for this membership in ********************* to be canceled as there is a substantial loan balance attached to the membership.  

  Customer Answer

  Date: 03/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Admin

   Complaint: 21473463

  I am rejecting this response because:

  Our requirement to pay that was negated by the misrepresentation of the service sold to us, plus we need the money for medical treatments and expenses from my husband's accident. There is something you can do, and we'd like to explore those options instead of being heartlessly cast aside

  Regards,

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

  Business Response

  Date: 03/27/2024

  Unfortunately, we have nothing to add to what has already been stated in our prior communications.

  Customer Answer

  Date: 04/02/2024

  I sent a message last week, in reference to a response from Elite Resort Group.  DO NOT close this out.  This was my REJECTION response:

   

  Our requirement to pay that was negated by the misrepresentation of the service sold to us, plus we need the money for medical treatments and expenses from my husband's accident. There is something you can do, and we'd like to explore those options instead of being heartlessly cast aside.

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