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

  12 Valencia Rd Hilton Head Island, SC 29928

• 

  Elite Resort Group

  13 Barcelona Rd. Hilton Head Island, SC 29928

• 

  Elite Resort Group

  PO Box 5310 Hilton Head, SC 29938

• 

  Elite Resort Group

  1 Coggins Point 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:04/28/2023

  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 in response to the email we received denying our request to surrender our timeshare interest at ******* ******** ****. We are extremely frustrated and disappointed with the decision made by the Board of Directors of ******* ******** ****. We made the request to surrender our timeshare interest after careful consideration and due to financial difficulties that have made it impossible for us to continue making payments. We were hoping for a prompt and understanding response from your team, but instead, we received a generic email simply denying our request. We would appreciate it if you could provide us with more information about why our request was not approved. We deserve a detailed explanation for the rejection of our request, considering the amount of money we have invested in this timeshare interest. We would like to know what options are available to us and how we can move forward from this point. It is concerning that the Board of Directors did not take into consideration the financial difficulties that we are facing, and we feel as though we are being forced to continue making payments for a timeshare that we can no longer afford. We implore you to reconsider our request and provide us with meaningful assistance.
  
  Sincerely,
  
  ****** & ****** ******

  Business Response

  Date: 05/08/2023

  The decision to
  accept a transfer of a timeshare unit is the sole decision of the Board and
  they do not have any obligation legally or contractually to accept any
  transfer, and their practice is to not provide any explanation.  Elite
  Resort Group does not have any role in that process.  

• Initial Complaint

  Date:04/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company should come with a warning sign regarding its unethical sales practices. We are submitting this complaint to share our experience with Elite Resort Group. During our meeting, they offered us "play money" to spend while on vacation and promised to sell our existing timeshare within six months. ****, our salesperson, assured us that purchasing a new timeshare would be a smart investment. However, months down the line, we hadn't heard anything about selling our existing property, and we were unable to use the new one due to the ongoing pandemic. When we attempted to sell it back to Elite Resort Group, we were told that we had to pay it off first - something we were never informed of during the initial sales pitch. We had not been able to use this timeshare as it was described to us in the sales meeting. If we had known the information we know now, we would never have signed a contract with this company. It's incredibly frustrating to be misled by a company and left with a useless investment. We have reached out to this company previously, and they have not offered us one bit of assistance. We deserve to be released from this contract.

  Business Response

  Date: 05/08/2023

  Elite Resort Group, Inc. is not in any way involved with
  the sales and marketing of the membership in ******* ******** **** that is the
  subject of this complaint.  Elite Resort Group, Inc. is only involved in
  management of ******* ******** **** and does not conduct sales
  whatsoever.  The ********* did not sign any agreement with Elite Resort
  Group, Inc. and our company is not responsible in any way for the matters
  described in the complaint. 

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing this complaint as we have never been able to utilize this timeshare as it was presented to us. We have signed a couple of contracts with this company and have only been able to take one real vacation. This is after we have paid thousands of dollars into this supposedly once-in-a-lifetime offer. We were pressured by this company to sign our contract. We have never been able to utilize this timeshare as it was presented to us. We even signed an upgraded contract and paid even more money to this company as we were told this would fix our previous issues. We have spent way too much money on this company who never told us the truth during the sales presentations. We were told when we wanted to part ways that we could easily sell this timeshare. This was also untrue as we cannot find anyone to take this off our hands. This company needs to escalate our concerns and have someone reach out to us with options for terminating our timeshare.

  Business Response

  Date: 04/25/2023

  Elite Resort Group, Inc. is not in any way involved with
  the sales and marketing of the membership in ******* ******** **** that is the
  subject of this complaint.  Elite Resort Group, Inc. is only involved in
  management of ******* ******** **** and does not conduct sales
  whatsoever.  The ********* did not sign any agreement with Elite Resort
  Group, Inc. and our company is not responsible in any way for the matters
  described in the complaint. 

• Initial Complaint

  Date:04/10/2023

  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.

  My husband and I agreed to purchase a timeshare through Elite Resort Group for a few reasons. They told us that we would no longer have to pay for *** ********* like we do with our other timeshares and the reservation fee would not be charged. We were told we could travel all over with this company. They also said they would take on our two other timeshares and sell them for us and that would go towards the loan for our Elite Resort Group timeshare. Since coming to this agreement, nothing has happened with our two timeshares, nor have we been able to travel where we want with ease like they said. Their lack of keeping their end of the deal has put a huge financial strain on us. We reached out to them about canceling our ownership since they had done nothing they promised. The only response we got was that the board denied our request. No answers as to why. We have questioned the board and waited for a response to find out why they decided against releasing us from our contract. The absence of communication has left us feeling extremely disappointed. We need someone to get in touch with us right away and assist us with terminating our contract. We keep getting reminders that payments are past due, and we have repeatedly said that we are unhappy with our timeshare and won't spend any more money on it. Everything about this has been a pain.

  Business Response

  Date: 04/11/2023

  With regard to the Complainant’s desire to cancel their
  membership, that request was denied, and generally is never approved where
  there is a loan balance on the membership as is the case here.  As for the
  sale of the outside timeshares, the Complainants are clearly mistaken in their
  belief that ******* had agreed to sell these timeshares and that is not
  something that ******* does.  In fact, the Complainants engaged a third
  party to sell these timeshares and signed an Understanding Acknowledgement and
  Disclosure Form (copy attached) with ******** ******** ************** *** which
  clearly provides that ******** *** is not involved with the sale of these
  units.

   

  Sincerely, Management

• Initial Complaint

  Date:03/24/2023

  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 have tried every avenue to work our situation out with Elite Resort Group directly. We, however, have not had any success in communicating effectively with this company. We were told it was going to be another $5000 for us to be released from our contract with this company. The biggest appeal of signing this contract was that they would take our existing ******** timeshare and sell it for us. We were told we would be able to use this profit towards the cost of the timeshare with Elite Resort Group. This was a complete lie as they were not able to sell our timeshare as they promised. This was the sole reason we even agreed to a contract with this company, and this was a lie. Again, when we reached out to this company with our issues, we were told we could only be released from our contract for another $5000 dollars. This company should be paying us for the lies we were told and the way we have been treated. This company needs to take responsibility for their sales staff and reach out to us with a cancellation offer with no other money being paid by us.

  Business Response

  Date: 04/04/2023

  The Board of Directors of ******* ******** **** has no legal
  obligation to accept any transfer of a membership, and accordingly has no legal
  obligation to explain any decision.  The Complainant may not be satisfied
  with the Board’s decision, but the Board has made that decision and typically
  does not offer any explanations as to its reasoning.
  

   

  Sincerely,

   

  Management.

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attended a presentation that was to last about an hour but turned into 4+ hours. We had no intention of purchasing a timeshare, but after discussing with them how we like to vacation, they proceeded to tell us that we could do all of that with our timeshare and points and it would save us money. They came back with different properties that they wanted to
  sell that we couldn’t afford. A manager came over and said they had a property that had just come in that was "reacquired" and it would be affordable and could fit our needs. We decided to say yes because we thought we were doing a good thing. To our surprise, one year after owning the timeshare, I went to book a vacation and they laughed at me. They told me that my timeshare was only available the first week of the year and that there was no way I could ever use it in the summer. I asked about going to a different destination and was told that I had to go through RCI and become a member and pay a transfer fee. None of that was disclosed when purchased. In 2015, I had stage 5 renal failure that eventually led to a kidney transplant. With my medical bills and health, finances were tight, and traveling was out of the question. I called Elite Resorts and they told me there was nothing they could do to help me. I reached out again recently and was told the board denied my request with no reason as to why. This is completely unacceptable.

  Business Response

  Date: 02/22/2023

  Dear *** *****

   

  The decision as to whether to accept a transfer of a timeshare
  interest is not a decision made by ***** ****** *****, but rather one that it
  is solely the decision of the Association, and they do not provide any
  explanation as to how or why they agree to accept or refuse a transfer. 
  The Association is not legally or contractually obligated to accept any
  transfer at any time and does not have any obligation to explain any decision.
  ***** ****** ***** has presented the complainant’s request to the Board and
  that was denied.  There is nothing further ***** ****** ***** can do.

   

  Sincerely,

   

  Management

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This cycle Elite Resort Group and ******* ******** **** is forcing us to go through is cruel and unusual. We won’t hear anything for months, then we’ll get a random letter stating that the Board of Directors has denied our cancellation request, we call and ask why no one is taking us seriously, and then it repeats. There’s never an explanation; it’s a four-sentence letter they think we should be content with. We’re on fixed incomes with quite a few health conditions between us. My wife has experienced some health issues and has required two ******. I suffer from *** ************* **** ********, and walking even short distances is painful. I am a retired *** ***** *******, and two of my ailments are directly related to ***** ****** exposure during the ******* ***. The ********* ************** has also given me a disability rating of 50%. These should all be considered, but I have no clue if the board has even been told! Why are we going months between correspondences from Elite Resort Group? Why is it only denial letters? Why is letting go of two unwell people on fixed incomes up for debate? What pleasure is your board of directors getting from seeing us suffer?

  Business Response

  Date: 02/28/2023

  The decision as to whether to accept the cancellation and
  transfer of a membership is not determined by Elite Resort Group, but rather by
  the Board of Directors of the ******* ******** **** Owner’s Association. 
  The Association is not legally obligated to accept any membership return. 
  The request for Mr. ******** was presented and the Board declined to accept the
  transfer.  There is nothing more Elite Resort Group can do. 

   

  Management

  Customer Answer

  Date: 03/02/2023

  
  
  

  [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:The business does not take into consideration the health issues both myself and my wife are experiencing at this point in our lives. We can no longer make use of this timeshare and are being forced to pay for something and getting nothing in return. There has to be a legal way to exit this program.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/08/2023

  Dear Mr. ********,

   

  The Elite Resort Group, unfortunately have nothing more to add to this case.  

   

  Sincerely,

   

  Management

  Customer Answer

  Date: 03/10/2023

  
  
  

  [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: It is very difficult for me to believe that a company/organization can be so callus and cold hearted that they will not take into consideration the failing health of any person or persons. They are in effect forcing us to pay for a product or facility that we can no longer make use of. This is totally unfair and unacceptable.

  
  

  Regards,

  
  

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

   

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/13/2023

  The ********s have been answered two previous times, December 6th, 2022 and as recent as February 9th, 2023, as records will show, in response to their request to end their contracts.
  
  While we are sorry for their situation, ******* ******** **** is not obligated, in any way, to cancel or "take back" their Membership. On top of them having an outstanding balance on their loan, we feel this matter has already been addressed, and should not be qualified as a complaint with the BBB.
  
  As always, we appreciate the opportunity to respond.
  
   
  
  Sincerely,
  
   
  
  ******* ******** ****

• Initial Complaint

  Date:02/07/2023

  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 have no clue what’s going on at Elite Resort Group, but the customer service I’ve received, considering the thousands of dollars I’ve given them, is abysmal. The last time I heard from anyone was December 5, 2022, when I got a three-sentence email from ERG stating that the Board of Directors had denied my request to be released from my timeshare contract. There was no explanation or chance to appeal. I wrote one email asking for my options, but I didn’t give a formal request with all my reasons for wanting a cancellation. If I knew it was going straight to the Board of Directors, I would have written a novel with every grievance I had to ensure they had the entire story before “denying my request.” I’ve written several emails asking for an appeal or a list of qualifications they were looking for, but no one’s been bothered to answer. I hope this changes because I need consistent communication and cancellation for my troubles.

  Business Response

  Date: 02/09/2023

  Dear **** ********

   

  The decision as to whether to accept a transfer of a timeshare
  interest is not a decision made by Elite Resort Group, but rather one that it
  is solely the decision of the Association, and they do not provide any
  explanation as to how or why they agree to accept or refuse a transfer. 
  The Association is not legally or contractually obligated to accept any
  transfer at any time and does not have any obligation to explain any decision.
  Elite Resort Group has presented the complainant’s request to the Board and that
  was denied.  There is nothing further Elite Resort Group can do.

   

  Sincerely,

   

  Management

  Business Response

  Date: 02/15/2023

  The ***** ****** Group have nothing more to add to this complaint.

   

   

  Management.

  Customer Answer

  Date: 02/20/2023

  
  
  

  [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: You can't ignore me and expect this to go away. You may not have anything to add for now, but this isn't over. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We need assistance getting out of our timeshare obligation with ***** ****** *****. My wife has developed dementia in the past few years, which has inhibited our travel ability. I can’t leave her alone in a grocery store without her having an anxiety attack. We are basically housebound, and we cannot use a timeshare with my wife’s current condition. ***** ****** ***** has been less than sympathetic to our situation when they’re not outright ignoring us. I am 70 years old and on a fixed income that’s around half of what I earned when we signed our contract. This has all been one big mess, and we need someone from ***** ****** ***** to see us as more than a number and a bill.

  Business Response

  Date: 02/14/2023

   

   

  The Complainant has no further obligation regarding the
  timeshare interest he formally owned at ***** ***** ******.  His interest
  was transferred to the ***** ***** ****** ************ **** in June of 2022 as
  a result of the default in payments of maintenance fees to that
  Association.  So, the Complainant in essence has received the relief he has
  requested.  The notice of default is attached.

   

   

  Management.

• Initial Complaint

  Date:01/23/2023

  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’ve had a timeshare with ***** ***** for 7 years now, and it is one of the most regrettable purchases of our lives. In January of 20015 we spoke with their salespeople and she they took advantage of us and our lack of knowledge about timeshares. They did not properly explain the details revolving around this timeshare. They hardly touched the important details, like the rescission period and how much taxes and fees would make this purchase.
  
  
  After reviewing the fine print, we realized not only were we misled, but blatantly lied to. This was supposed to be easy to access and, if we ever did not want to keep it any longer, easy to sell. It is neither of those things. This “great deal” is not a great burden that is incredibly difficult to get rid of. We’ve been contacting ***** *****, but they claim it was too late and they could not assist us in any way. We know ***** ***** has the means to assist us, but they’re refusing to do so. They would rather beat respectable people out of their hard-earned money through manipulative tactics and its disgusting.
  
  
  
  Being that we are both, ****** *** ** ******* are in our 80s, we no travel long distances. Our age and health limit us. We are now contacting higher authorities to assist us with this matter and will go through whatever avenues necessary to ensure ***** ***** rectifies the turmoil they are putting us through.

  Business Response

  Date: 02/03/2023

  Dear Mr.
  

  Elite Resort Group has reviewed its file in this matter and cannot
  substantiate any of the allegations made, however, many of these issues seem
  hard to believe would have occurred, for instance, the rescission period is
  specifically provided in writing pursuant to state law.  With respect to
  the complainants transferring their interest, that decision as to whether to
  accept a transfer of a timeshare interest is not a decision made by Elite
  Resort Group, but rather one that it is solely the decision of the Association,
  and they do not provide any explanation as to how or why they agree to accept
  or refuse a transfer.  The Association is not legally or contractually
  obligated to accept any transfer at any time.

   

  Management