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 has 6 locations, listed below.

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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:01/23/2023

  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.

  We have tried to resolve our issues with this company directly however, we have not been able to receive any sort of consistent communication. We have been reaching out for months now and have not been able to have a conversation with anyone. We need to separate from our ownership with this company as soon as possible. The one response we have received was that our request to cancel was denied. There was no explanation as to why this company is choosing not to assist us. It's clear they do have an option to cancel our account but have decided not to assist us. We have many different reasons why we deserve to have our ownership canceled. We need to have this company take the time to review our issues and reach out to us with our options to terminate our agreement.

  Business Response

  Date: 01/24/2023

  Mrs. *******,

   

  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.

   

  Elite Resort Group Management.
  

  Customer Answer

  Date: 01/27/2023

  
  
  

  [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:

  We do not accept the response from this business as it seems as though we continue to be brushed off to someone else. We are paying our fees to this company; therefore, they should be responsible for assisting us. We need someone to reach out to us with contact information for who we need to contact to discuss this matter.

   

  Thank you,

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

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/30/2023

  Mrs. *******,

   

  Unfortunately, we do not have anything more to add.

   

  Management. 

  Customer Answer

  Date: 02/04/2023

  
  
  

  [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:

  We need to be given direct contact information for who make these decisions. We need to have a conversation as to why our concerns are not being addressed. 
  
  
  

  Regards,

   

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:01/06/2023

  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 requested that this company terminate my ******* ******** **** timeshare. The response to this particular request has been very challenging, to say the least. I keep getting the same denial response from Elite Resort Group. The denial does not contain any detail. I have requested that the company provide more details on why the "Board" has denied this termination. I am told I can't surrender my timeshare property, but no reason is provided. I am very frustrated that Elite Resort Group thinks it is ok to say "No" without any explanation. Also, it isn't alright to force timeshare owners to retain the timeshare if they aren't satisfied with the timeshare and the company as a whole.

  Business Response

  Date: 01/09/2023

  ******* ******** **** has no obligation to cancel or accept
  the transfer of any membership, and accordingly has no obligation to provide
  any response or explanation for its decisions.  With regard to Ms. ******
  request, there is an outstanding loan on the purchase of the membership, and so
  the Club will not be able to accept the transfer of this membership regardless.

   

  Sincerely,

   

  Management.

• Initial Complaint

  Date:12/19/2022

  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 are filing a compliant against ***** ******* and ***** ******** ***, ** ****** **** *** *** **** ***** ****** **** ******* ***** ********, ********** (************). We were sold a time share unit in **** ****** in 2008 under pressure with false and misleading claims and have since that time been trying to get ***** ******* to cancel our timeshare. We have been reaching out to ***** ******* consistently and regularly since 2019 but have only received notices demanding payment for annual fees and exorbitant interest.
  The false and misleading pretenses in the sale include:
  1. Showing and offering a 3 bedroom cottage but switching the legal sales contract to a 2 bedroom walk up
  2. Promoting free golf but hiding high cart fees so it is not free
  3. Stating no maintenance fees would be charged then being charged for 2009
  4. Promises to help sell an existing timeshare then only providing a computer listing service

  Business Response

  Date: 01/06/2023

  Dear Mr. & Mrs. *****,
  
  We are surprised to the revelations about the purportedly
  false and misleading pretenses relating to a sale that occurred in 2009,
  particularly where the interest purchased was used extensively.  The
  company would deny that the *****s were misled in any way and as they admit,
  the agreement they signed specifically referred to a 2 BR unit.  With
  respect to the request to transfer, that decision is wholly with the Board of
  Directors of the Association for their Project and that Association has no
  legal obligation to accept any transfer. In this instance the *****s were
  significantly delinquent in maintenance fees, and by the Association’s rules
  are not entitled to consideration for transfer.

   

  Kind Regards,
  
  Management

• Initial Complaint

  Date:12/16/2022

  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 at a loss. We have multiple contracts with Elite Resort Group. We had two timeshare contracts with ***** ***** ******* and one contract with the ****** ***** Resort. We had requested to be terminated from All of the timeshare contracts, however only the ***** ***** contracts were released. We are being denied for our ****** ***** timeshare. We do not understand and would like an explanation for why we are being denied. Ultimately we wanted to be freed from each timeshare contract, and we are still seeking this resolution. We explained our reasons to ERG, and there seems to be no consideration. We want to end this matter amicably but were forced to seek assistance here because of the lack of detail in their response regarding the denial.

  Business Response

  Date: 12/16/2022

   

  The decision as to whether to accept a transfer of a
  timeshare interest 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.

   

  Sincerely,

   

  Management

• Initial Complaint

  Date:12/05/2022

  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 are writing this complaint to make the public aware of how this company is operating. We booked a trip through third party that was not booked through Palmera Resort, however, we were charged a $150 fee that would not come off until we attended another sales meeting! I was told that the third party company (vacation services international) was going to buy my current timeshares one for $15,000 and the other for $3,000 freeing me up to make the purchase with Palmera. We have already at the time had 2 timeshares with Great Eastern Resort and were not interested nor can afford to buy another. We have been wanting to get rid of these, not adopt another. They said they had a third party company that would resell the timeshare and that's how they made their money. We were under the impression we were selling both of our other two timeshares with Massanutten and Wilderness and we’d be pocketing money. The entire sales meeting was super rushed and high-pressureed. It was a very stressful experience. We now know we were lied to about all of it and ended up signing up for a third contract with Palmera! We are now stuck in a horrible nightmare. We never would have signed a contract with this company had we known they were lying about taking our previous timeshares.We were lied to in order to push us into this contract. We deserve to be released from all obligations immediately as this company did not hold up their end of the deal. We have reached out to this company already and our requests have been denied. Please have someone reach out to us with our current release options given this situation.

  Business Response

  Date: 12/16/2022

  *** *** **** ******
  entered into a Purchase Agreement with Palmera Vacation Club on April 26, 2022.
  On that date they also arranged a listing with their Woodstone and Wilderness
  Presidential Resorts. This was arranged to be handled with an outside,
  unaffiliated company, Vacation Services International.
  
  The Members acknowledged
  eight clauses on that form that clearly read statements such as "I have
  not been given any guarantee, or any assurance of any type, regarding whether
  my timeshare will sell".
  
  It was also acknowledged
  by *** *** **** ****** that "the purchase of the Travel Club Membership
  is a completely separate from, and is in no way contingent upon, my entering
  into any agreement with Vacation Services International for the sale of my
  existing timeshare".
  
  While we do not know if
  The Ermolds have contacted the outside agency, VSI, as their contact
  information was provided, we have received no communication from them regarding
  this issue. Their loan payments and Membership Dues were to begin, as
  scheduled, in July and no monies have been received to date. Their request to
  surrender their Membership was addressed and denied on October 31, 2022. 

   

  Sincerely,

  Managment

  Business Response

  Date: 01/03/2023

  We have nothing more to add to this complaint.

   

  Sincerely,

   

  management.

  Customer Answer

  Date: 01/06/2023

  
  

  [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 last response I received from this company
  was completely unprofessional. It's clear this company in
  no way cares about my situation or my horrible experience. The responses I
  received in this complaint are proof of how unethically this company is
  running its business. I am not going to stop until I receive the
  cancellation offer I deserve. Please have someone re-review my original
  complaint and get back to me on how we can settle this matter. 

  
  
  

  Regards,

  
  

  **** ******