Complaints

This profile includes complaints for Palmera Vacation Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Palmera Vacation Club

  33 Office Park Road, Unit 219 Hilton Head Island, SC 29938

• 

  Palmera Vacation Club

  PO Box 7602 Hilton Head Island, SC 29938

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:09/03/2024

  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.

  Originally in bought2016 and then we paid more ion 2021 or 2022. The total paid was $12000.00 + 17.9 interest.We were told By *** ******** a salesperson or manager that if we did not like it this time, we could sell it back to Palmera which is the only reason we upgraded. You cannot stay at the resort because you do not have enough points 3000 per year to stay there. I have never stayed there proof enough, no enough points. Just for proof you need ********************************************** the resort. When we bought, we could not see for 45 days or so what we could rent for our points for. it was a scam and they or the manager who also came to the table told us we could not look yet at what points would bring without the wait period. we have paid to much for something that is really worthless. We have used it to trade to go to other places, only to pay extra fee or 3 to 4 hundred dollars. basically, we would need to save up points for 2 years to ever go to ****************** in a spring or summer month. I want to sell it back and if they let me in writing I am willing to pay the rest of the money I owe for my original $12000.00m back. There are hundreds of complaints just like this on listed with BBB. Please help we are retired and cannot pay for something which is worthless that you cannot even use. I have stopped paying in the month of August of 24 although I did pay my membership dues. Please help us out of this. I will be happy to speak to the media. ask them why they cannot show you what you get for the points until after the 5 day sign and rescind on contract. Please help with scam I cannot pay for this anymore without any benefits. Nice place although I have never stayed there.

  Business Response

  Date: 09/10/2024

   Palmera Vacation Club is in receipt of the recent complaint filed by ****** *******, File No. ********. We appreciate the opportunity to address the situation and will reach out to Mr. ******* in attempt to reach an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 09/11/2024

  I have not heard from them, and I am waiting for them to call me or contact me.  please do not close this case.  Thank you, ****** *******

  Customer Answer

  Date: 09/11/2024

  I have not heard from them, and I am waiting for them to call me or contact me.  please do not close this case.  Thank you, ****** *******

  Customer Answer

  Date: 09/11/2024

  [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: 22220076

  I am rejecting this response because: i have not heard from them, and I am waiting for them to call me or contact me.  please do not close this case.  Thank you, ****** *******

  Regards,

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

  Business Response

  Date: 09/19/2024

  Palmera Vacation Club has tried to reach Mr. ******* via the telephone number we have on file, ************. Unfortunately, the mailbox is full and we were unable to leave a voicemail. We encourage Mr. ******* to reach out to our **************************** as he has done several times prior in the past eight years, to discuss his submission and Membership and any questions he may have.

   

  Thank you,

   

  Palmera Vacation Club

  Customer Answer

  Date: 09/24/2024

  They have still not contacted me.  One person called and said they would be calling me this week nothing yet.  Hoping to see this week, Thanks Tom  9/24/24  10 09 am

  Business Response

  Date: 09/25/2024

  Palmera Vacation Club has spoken with Mr. ******* just earlier today and would like to report that a mutual resolution was reached, and agreed on, by both parties.

   

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 09/27/2024

  We just need to review a few days I have been sick with the Flu and will try to do it by Monday.  Thank you

• Initial Complaint

  Date:08/29/2024

  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 writing to you today with a heavy heart and a difficult request that we hope you will understand and consider favorably. As a retired couple in our 70s, we have been facing a series of unprecedented challenges that have significantly impacted our financial stability and overall well-being. Our fixed income, which once seemed adequate to cover our daily expenses, has been increasingly stretched thin.We have encountered rising costs in nearly every aspect of our lives, from the basic necessities like food and utilities to unexpected and substantial medical expenses.Our financial situation took a dire turn when our beloved daughter was diagnosed with a serious and life-threatening condition. She has cancer in her biliary ducts, a diagnosis that came with the harrowing news that she would require a liver transplant as well as a complex and high-risk ******* procedure. This news has been devastating to our family, and we have committed ourselves to being by her side through every step of this arduous journey.Our daughter's medical care is being provided at a hospital nearly five hours away from our home. This distance adds a significant burden, both financially and emotionally. We have been making frequent trips to be with her during her numerous doctor appointments, hospital visits, and treatments.The costs associated with travel, accommodation near the hospital, and time away from home are substantial and are compounded by the expenses for her medications and medical procedures. This is not a temporary situation. Additionally, or property was flooded and we can't even go home till it is dried and fixed. This just doesn't seem to be letting up. Please help us.

  Business Response

  Date: 09/05/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *****************, File No. ********. we appreciate the opportunity to address the situation and will reach out to Mrs. **** in attempt to reach an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  Date:08/28/2024

  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.

  **Summary:**
  
  On May 2, 2022, ****** *** ******* ***** became members of the Palmera Vacation Club while vacationing in Hilton Head. They were approached by a man who assured them that Palmera could help sell their existing timeshare. Despite initial hesitation, they agreed to hear more and met with a saleswoman named Bethany. She promised that Palmera would sell their Spinnaker unit, and that they would only need to make payments to Palmera instead. Additionally, they were told that after ******** passing, the membership would revert back to Palmera, relieving their family of any burden.
  
  The estimated cost of the Palmera membership was $31,295, which they expected to cover with the sale of their Spinnaker timeshare. However, the Spinnaker unit remains unsold, leaving them with nearly $600 in monthly payments to both Palmera and Spinnaker. Given ******** declining health and their inability to travel, they are now burdened with overwhelming financial obligations they did not fully understand at the time of purchase.
  
  Considering their financial and health challenges, the Tumans are seeking to be released from their Palmera membership contract to protect their family's financial future.

  Customer Answer

  Date: 08/28/2024

  Re: the Palmera expiration. When we signed the contract with Palmera they assured us that upon ******** death, we would be released from the contract and Palmera Club membership.They pointed to a clause in the document that they said showed that to be true. We took their word for it but it is not true. They tricked us into signing up with them.

  Please proceed with Palmera complaint.  We will submit separate Spinnaker documentation

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

  Business Response

  Date: 09/04/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ******* ****** **** *** ********. We appreciate the opportunity to address the situation and will reach out to Mrs. ***** in attempt to reach an amicable resolution. 

  We will report the results back to you once the matter has been resolved.

   

  Thank you,

   Palmera Vacation Club

  Customer Answer

  Date: 09/10/2024

  I never heard back from Palmera! So we did not discuss any further action.

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

• Initial Complaint

  Date:08/16/2024

  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.

  In 2019 we purchased property with your company that we were supposed to eventually own. We use the term own very loosely as there is no true ownership in the world of timeshares as we found out. When we spoke with Palmeras employees, they made it seem as if we would own this, like a condo for instance, and have access it when we chose. They also told us it was possible to make a profit through renting. What they failed to mention was you have a specific time to visit, which you have to fight to get, and there is little to no interest renting these properties out.The ramifications of their dishonesty are still being felt to this day. This was never affordable despite how they crunched the numbers during the presentation. This has added fuel to our financial issues. I, ******, was out of work for quite some time and my income has not returned to where it was when we originally signed this contract. My husband is disabled, so he cant work anymore. On top of the very limited earnings were receiving, we recently had a baby. We do not have any money to spare for Palmera. Palmera purposefully misrepresented their product and they need to be held accountable. The only acceptable resolution is the closure of our account. It won't erase years of hardship they helped exacerbate, but it will provide us some relief.

  Business Response

  Date: 08/22/2024

  Tell us why here...Palmera Vacation Club has just reached out to **************** on the phone number provided. **************** answered the phone and upon learning who was calling immediately hung up. A second call was placed and it went straight to voicemail and a message was left, with a request to call back.

  We will report the results back to you, if The Members contact us. However, being that calls, emails and texts have been ignored for twenty four months, in some cases, as they are significantly in default on payments, as well as being hung up on today, we are not certain they will.

   

  Thank you,

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:08/15/2024

  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.

  Upon thorough review, it is evident that ***** ****** ****** Palmera Vacation Club has engaged in deceptive practices that contravene the consumer protection laws of South Carolina. The provision of false information and the misrepresentation of the timeshare contract’s terms have led to my acquisition of services under misleading pretenses.
  
  These actions are direct infringements of the ***** ******** ***********, specifically:
  
  Section 27-32-40: Outlaws deceptive acts in the marketing and sale of timeshare properties.
  We were asked to come for a 90-minute presentation, but it lasted over 3 hours.
  We were promised cheaper rates on hotels and other vacation accommodations, which was false.
  We upgraded three times to access Villas but never could book them.
  We were told we could book anytime, but we couldn’t start vacations on Wednesdays.
  A sales representative promised to be our personal Concierge but was never available.
  Properties were said to be exclusive to owners, but they were sold to other sites like booking.com.
  We were promised more short stays with upgrades, which was another lie.
  ******* ********: Stipulates penalties for failing to adhere to these laws.
  We were told we could cancel at any time, but this was false, and we had to undergo long proceedings to cancel.
  ** *** **** ****** Right to Rescind:
  We requested right to rescind disclosures via U.S. Mail but received nothing.
  As a result, I insist on the cancellation of my timeshare agreement and request a complete reimbursement of all monies paid thus far. Non-compliance with this demand will necessitate further legal measures to safeguard my consumer rights.

  Business Response

  Date: 08/23/2024

  Palmera has reviewed its files in connection with the complaint and allegations contained therein. Palmera has found nothing to support any allegations included in their Complaint or their Sworn Affidavit, which was not signed or acknowledged, by a Notary, on the Notary Acknowledgement sheet.  
  Regarding the issues of a ninety-minute presentation, lasting over three hours, they have attended four presentations: March 17, 2019, November 2nd, 2020, January 30th, 2022, and the most recent being August 9th, 2023. Purchase Contracts were written during all four Meetings, which would affect the promised time. Furthermore, all four of their Contracts provided them with a five day Right of Rescission period, in their “Acknowledgment of Right to Cancel” in which they could rescind their purchases. The Acknowledgment clearly reads “YOU MAY CANCEL THIS CONTRACT WITHOUT PENALTY OR OBLIGATION WITHIN FIVE (5) DAYS AFTER THE DATE YOU SIGNED THIS CONTRACT, NOT INCLUDING SUNDAY IF THAT IS YOUR FIFTH DAY”.  A copy of their last signed acknowledgment from Contract ******* was emailed to them as well 5/22/24, per their request. 
  As for usage and the claims that complainants make about not being able to book a reservation, to date, since joining The Club in 2019, these Palmera Members have booked TWENTY stays with their Palmera Membership Benefits, spanning from November 2020 through November 2023. One stay via their Cash Options, two Hotel stays, and sixteen reservations using their Palmera Points in one-, two- and three-bedroom units at various resorts. Details such as booking dates, travel dates, Resorts, unit sizes and assignments can easily be provided, if need be. The claim they were promised by their Salesperson to be a personal Concierge during their fourth purchase last August seems to have been unnecessary at that point being they had already booked, and used, sixteen reservations prior to that meeting. 
  Regarding actions they share that were stated during their presentation by their Agent, all four of their Purchase Contracts contain their initials and signatures on their “Purchaser's Understanding and Acknowledgments” page. Paragraph sixteen, they signed clearly reads “I understand that the Purchase Agreement contains the entire agreement between Seller and me and that I may not rely upon any Representation, oral or written, which are not set forth in the Purchase Agreement or Public Offering Statement.” 
  While it is unfortunate that Ms. ********* and her co-Member no longer desire the membership they’ve contracted, that creates no grounds for a cancellation review. Any allegations of fraudulent conduct on behalf of Palmera are denied. 
  While communication with the Members has been difficult since they elected to stop their payments several months ago, they are encouraged to contact Palmera, as they have in the past for assistance, or questions regarding their Membership. 

• Initial Complaint

  Date:08/14/2024

  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.

  This timeshare is a total nightmare, I have been trying since January to cancel this timeshare. I have lost money on owning this timeshare that I don't /can't utilize. It has become a financial burden with no benefits. I sent a certified letter to explain my current financial situation back in May, but still no contact as of today. I will be sending a second certified letter to get this resolved. There were so many lies told and empty promises with this timeshare. I just want this nightmare to be over with. Timeshare foreclosure will be my next option. I have spoken with *** to see about getting it sold, but that too was a waste of my money its been on the market for for over 6 months now, I have lowered the price twice with no results. It's very frustrated that these companies prey on people who try to make a decent living, but when their financial situation changes there's no one to talk to. At this point, I just want to be out of this contract. I need the information of whom to seek in getting this canceled.

  Business Response

  Date: 08/20/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ******* ******, File No. ********. We appreciate the opportunity to address the situation and will reach out to Mrs. ****** in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

   

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 08/21/2024

  [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: 22141424

  I am rejecting this response because: Due to the reason that I'm not willing to close the case until I've heard something or a resolution has been made where I'm confident and progress is being made.

  Regards,

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

  Business Response

  Date: 08/23/2024

  Palmera Vacation Club has spoken with Mrs. ****** and respectfully shared with her that her "reasons" requesting cancellation are not valid causes, to which she clearly responded that she understood.

  It is not the fault of Palmera that her financial status has changed since becoming a Member three years ago, with her first of two contracts, or that she has elected to pay an outside, unknown Company twice to attempt to sell her Membership, perhaps the "complaint" should be in that direction.

  Mrs. ****** has been working with a Payment Specialist in bringing her Membership Dues current, and that Representative will be contacted, so we can let Mrs. ****** know, as promised and agreed on by both parties, if there are any late fees, or service charges that can be deducted from her balance due.

  We feel, as was shared with Mrs. ******* this is a **************** issue, and not a valid complaint that should have been filed with The Better Business Bureau.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 08/28/2024

  [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: 22141424

  I am rejecting this response because: I feel as if though Palmera is doing nothing to help ** in this situation and I was not provided any information as to whom I would need to contact to get this timeshare nightmare resolved. Yes, I did seek a third party to get it sold, but as of today I'm still paying for it. I think my financial situation is a valid enough reason to have this timeshare canceled . I simply cannot afford to pay for it.

  Regards,

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

  Business Response

  Date: 09/06/2024

  Palmera Vacation Club responds to the complaint as follows: The first thing to note is that *** and Mrs. ****** have made two purchases with the Club, in 2021 and 2022, so it is reasonable to assume that all of the alleged issues were not present when both purchases were made. Additionally, The Members used the Club for a stay in 2022 and also April of 2024 through our ****************** where they attended a Member's Update. While it might be, in fact, an issue financially for the Complainant to fulfill the financial obligations of their agreements, that in and of itself is not grounds for termination of their Membership and nothing in the complaint speaks to fraud or misrepresentation in any manner.

  Respectfully,

  Palmera Vacation Club

   

  Business Response

  Date: 09/18/2024

  Again, Palmera Vacation Club encourages Mrs. ****** to contact our *************************** to discuss her contracts and financing she arranged in 2022 for payment options. We could share a copies of her signed and acknowledged Purchase Terms of both of her contracts, only if need be with respect to her personal information. As shared in one of our earlier responses, Mrs. ****** understood, and agreed, during a phone call, that unfortunately a change in a ****************** situation is not grounds for a cancellation review. We would also like to note that Mrs. ****** did arrange a payment plan with a Payment Specialist in April, but did not meet the promised terms. On a recent call made to Mrs. ******* to discuss that plan, she said she was busy at the moment and would call us back. She did not contact us, but instead rejected our response to the BBB. We feel this is an issue that should be discussed between Palmera and The Member and not as a "complaint" with The BBB.

  We are in hopes that Mrs. ****** will contact us as we can be reached Monday through Friday on the numbers she has been provided.

   

  Respectfully,

   

  Palmera Vacation Club

  Customer Answer

  Date: 09/19/2024

  [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: 22141424

  I am rejecting this response because: Upon the times that I have contacted Palmera's **************** in regards to this matter there was never a resolution to situation other than what I'm being told that my financial situation isn't grounds for canceling my membership. I wholeheartedly understood what I was signing in regards to the contract, however, the *** stated that I could cancel this timeshare at anytime. So with that being told that is what we were under the impression of. We were never told that there's stipulations to have the contract canceled. Had we been informed of this we definitely would not have signed any contract. I did arrange a payment plan back in April, but again my finances aren't allowing me to pay on this timeshare, maintenance fees and past due amounts. I can't utilize the timeshare because of the past due on the maintenance fees, so what is the point of me continuing to pay on something I can't or will never be able to use . This issue being discussed between Palmera and I isn't getting anywhere other than me further into debt with this timeshare. Palmera only wants to discuss option of keeping this timeshare paid on and that is not the resolution i'm seeking.

  Regards,

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

  Business Response

  Date: 09/27/2024

  Palmera Vacation Club has no responsibility for a member's financial issues and inability to afford to fulfill the obligations under their contract. On the initial phone call made to **** ******, it was respectfully shared, that unfortunately her submission was not grounds for cancellation, to which she clearly replied she understood. In regard to her statement of being told she could "cancel at any time", even with an outstanding loan balance, In their Contract, on their Understanding and Acknowledgements, both *** and ****  ****** signed and acknowledged "I understand that the Purchase Agreement contains the entire agreement between Seller and Me, and I may not rely on any representations, oral or written, which are not set forth in the Purchase Agreement or Public Offering Statement". They acknowledged this on both of their Purchase Contracts. While it might in fact be an issue financially for the Complainants to fulfill the financial obligations of their agreements, that in and of itself is not grounds for termination of their membership and nothing in the complaint speaks to fraud or misrepresentation in any manner.

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 09/30/2024

  [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: 22141424

  I am rejecting this response because: At this point, can I please be directed to whom I would need to speak with in regards to this being canceled. I have seen quite a few reviews about memberships being canceled due to the members finances regardless of any contract and the misrepresentation of Palmera.

  Regards,

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

  Customer Answer

  Date: 10/09/2024

  [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: 22141424

  I am rejecting this response because: I returned phone call and left a message. Will report back after speaking with representative.

  Regards,

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

  Customer Answer

  Date: 10/24/2024

  Hello, I called and left a message on 10/22/2024 as of today still no response from Palmera.

• Initial Complaint

  Date:08/09/2024

  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.

  My husband and I have lodged multiple complaints regarding our timeshare agreement with Palmera Vacation Club, seeking termination of our contract due to significant life changes and financial strain. Two years ago, *** suffered a stroke, leaving him mobility-challenged and complicating our ability to travel. Despite assurances from Palmera to resolve issues related to our ************** property, we were coerced into upgrading to a new program, which added financial pressure on us. We faced a $2,200 special assessment, only partially paid with the remainder on a payment plan, further burdening our finances. As retirees, we prioritize cost reduction and find the ongoing expenses associated with this timeshare unmanageable. Palmera's customer service is ridiculous and no help whatsoever, there revolting and a lack of sympathy. Despite previous requests, we have received multiple bills without resolution and emphasize our inability and lack of desire to use the timeshare. We have insisted on immediate cancellation of the contract without any further delays, seeking reimbursement for our troubles and closure of our association with Palmera. We repeated requests for cancellation and have not been met with a satisfactory response, compelling us to escalate our plea for resolution.

  Business Response

  Date: 08/15/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *****************************, File No. ********. We appreciate the opportunity to address the situation and will reach out to ***************** in attempt to reach an amicable resolution. We will report the results back to you once the matter has been completed.

   

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  Date:08/08/2024

  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.

  They lied continuesly and contract is a lie they breached contract and refused to provide services promised and tried to collect double payment for cleaning services. We can't even book a week because they purposely have dates blocked off that they aren't booked for.

  Business Response

  Date: 08/14/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *************************, File No. ********.We appreciate the opportunity to address the situation and will reach out to **************** in attempt to reach an amicable resolution. We will report the results back to you once the matter has been completed.

   

  Respectfully,
  

  Palmera Vacation Club

  Business Response

  Date: 02/19/2025

  Tell us why here...Regarding the Complaint filed by ****** ******, File No. ********, which was originally closed as Answered on August 20th, 2024, yet reopened with a different topic on February 14th, Palmera Vacation Club responds as follows; 
  
  *** and Mrs. ****** became Palmera Members on June 23, 2024. Two weeks later, they were contacted by a **************** Representative to verify contract information, as well as the free stay they were awarded, to come back to ******************* Their initial complaint with The BBB was filed on August 8th, which was responded to by Palmera Vacation Club on August 14th and closed as Answered on August 20th. However, Palmera reached out again on September 7th to see if the Members had any questions on their Membership. ******************* made a reservation on September 12th, using their travel points for a stay, on the island, in a two-bedroom unit beginning October 17th. The Members also contacted a Reservationist at Palmera regarding that reservation, the day before arrival on the 16th, and asked that it be cancelled and a new one made for three-bedroom units. Typically, this would be beyond the cancellation window, but as an approved Courtesy a new reservation was made for them with no penalty. It is noted that the same **************** Representative who had been calling to help coincidentally contacted them on October 17th, again to offer service, and spoke with *** ****** who stated, they were good for now and were actually coming to ****************** that week. They had also made a reservation in September for June 29th- July6th 2025, but a cancellation applied to that reservation, per The Members request on October 16th, with a full refund of points. 
  Their complaint was re-opened this past Friday, the 16th and in reviewing the notes for this response, ironically, we see communication this week between a Palmera Representative and Mrs. ****** as recent as today. Their points balance was reviewed and explained for accuracy, explanations of how to use their program, along with their free stay were discussed and a resolution was offered and accepted by The Member for travel throughout the *** system as well as back to a Palmera Resort which was explained in detail to Mrs. ******* ******************* are encouraged to continue to contact our **************** Department for assistance with travel or any questions they may have in the future. 
  Thank you. 
  Sincerely, 
  Palmera Vacation Club 

  Customer Answer

  Date: 02/20/2025

  [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: 22108898

  I am rejecting this response because: The statements that are being made are incorrect. The stay in October was for a funeral and inorder to allow family to stay with us we upgraded for the 3 nights we did not cancel however we did have to cancel the family vacation scheduled for June because we were told we didn't have enough points!  As for our free stay this free stay costs $149 to use and can not be used during any peak time and the peak time is March -November we have children in school and this free stay is only at the hotel not at the resort we supposedly have ownership in.  We were told that the points we were offered would be enough for 2-3 vacations a year. We pay the vacation club over $2,000 a year and still with ownership We are having to book through third agencies to have our family vacation at a resort we have ownership in because it is only $1600 that way!  I have documentation stating that we would receive our allotted points on top of 5000 bonus points within 60 days of joining however we never received our allotted points for last year. 

   

  WE have made several calls and been told they would be returned with no return call. **************** states they can not help! Company has not reached out to us nor have they offered a "Free" trip only a weekend stay in the hotel for $149

  Regards,

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

  Customer Answer

  Date: 02/23/2025

  This is all not true and there has been no end result. The company is lying! The way I was able to speak with some one was after numerous calls I made to them that they did not return. The points are still incorrect according to the documentation they provided me and I am still having to book through a third agency to get another room to accommodate my family. Never had there been a free vacation given only vacation that require additional out of pocket cost. Also said contract is not with *** it is with them 

  Business Response

  Date: 03/04/2025

  Palmera Vacation Club would like to report that this complaint has been mutually resolved. After discussions and conversations with Mrs. ******* as of today, a resolution regarding their  inquiry on their Purchased Travel Points, as well as adjusting a reservation they has previously booked to a larger unit, for the Week of June 29th,  was offered and has been accepted by *** and ******.

  Thank you for the opportunity to address the complaint.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:07/30/2024

  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.

  On 10 November 2022, my wife ***** and I attended a sale presentation at Palmera Vacation Club. ******************************* was our Sales Representative and ***************************** was the verification Manager. During the Sales presentation. We were informed by ********* that we could sell back our membership at the rate of points at the time of reselling back our membership. This could lead in a profit for us. We questioned this tactic no less than 5 times. ********* mentioned that we should use the vacation times and look at the transaction as an investment. In the end we traded our timeshare at ********** Resorts for $7031.00 plus an additional $6169.00 for a total of $13,200.00. This was paid via credit card. In July 2023 I contacted ********* to inquire as to how to sell back the membership points. He stated that Palmera was not yet finished building the last property and have not begun buying back any memberships. He did offer an outside broker to sell the membership points for me at a cost. I did not take him up on tis offer since Palmera should buy it back as stated in the sales presentation. On 17 July I texted ********* and did not receive a response. Today I contacted the toll free number for Palerma. I was informed that there is no such program, and they only offer a deed turn in program in which I could forfeit my deed. There have been 5 other similar complainants on 30 Aug 21, 15 Nov 22, 21 Dec 22, 24 Oct 23 and 29 Jan 24. Something needs to be done with this these deceitful sales tactics from this company.

  Business Response

  Date: 08/06/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *************************, File No. ********. We appreciate the opportunity to address the situation and will reach out to ****************** in attempt to reach an amicable resolution. We will report the results back to you once the matter has been resolved.

  Thank you,

   

  Palmera Vacation Club

  Customer Answer

  Date: 08/06/2024

  [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: 22062358

  I am rejecting this response because: As of now Palmera has not yet reached out to me.  Once they do, I will respond.

  Regards,

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

  Business Response

  Date: 08/14/2024

  A Representative from Palmera Vacation Club spoke with ******************** this morning. The Member will be sharing some additional information, via email, and they have made plans to speak again after review.

   

  Thank you for the opportunity,

  Palmera Vacation Club

  Customer Answer

  Date: 08/15/2024

  [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: 22062358

  I am rejecting this response because: Although we are speaking no action has been completed yet.  We are in communications

  Regards,

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

  Business Response

  Date: 08/22/2024

  Palmera Vacation Club is in review of the recent information ****************** sent and will be in touch with him, as promised.

   

  Thank you.

  Customer Answer

  Date: 08/26/2024

  [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 Administratively Resolved]

   Complaint: 22062358

  I am rejecting this response because: I have not heard from Palmera since I sent them copies of text messages.  I understand they are reviewing.  Will update after I hear from them.

  Regards,

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

  Business Response

  Date: 09/04/2024

  Palmera Vacation Club has spoken with ****************** in order to address his submission in which he shared some text messages from July 2023. It was explained to ****************** that the messages did not support his complaint. Options were offered for other avenues and ****************** is encouraged to contact *************** for any further questions or assistance.

   

  Thank you.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:07/29/2024

  Type:Product 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 contacted the company to verify the status of my timeshare account and was informed that it was officially canceled towards the end of February. When I requested written confirmation, they declined. Since then, I have sent several emails to the resort, ******************* and ARDA,asking for written confirmation of the phone assurance for my records. I have faced poor treatment from this company for months and will not accept a mere phone confirmation of the cancellation, only to later demand more money or claim a reversal. They now insist my account is "inactive," though it was never "active" as we never used it after learning of their deception. All we seek is written confirmation of the timeshare cancellation to move forward. They have ceased responding to our emails. I reminded them that their Palmera representative confirmed the cancellation. Why provide verbal assurances without written backup? This issue began with your company's verbal promises on the timeshare in the first place. They failed to provide any help or investigate the inaccuracies happening in their sales team

  Business Response

  Date: 08/06/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *********************, File No. ********. We appreciate the opportunity to address the situation and will reach out to **************** to address her request in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 08/07/2024

  [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: 22057030

  I am rejecting this response because: I kindly request the results of the resolution to be shared here via BBB. I prefer this direct
  approach to avoid any potential delays in communication. My initial contact with BBB was due to
  concerns over follow-up and response issues from the business.

   

  Regards,

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

  Business Response

  Date: 08/09/2024

  With consideration of personal information, a copy of the letter that was sent to *******************************, in July of 2023, was emailed to the address provided in her submission, as opposed to sharing in the response. The account was closed July 31st, 2023, as we respectfully feel this complaint should be as well.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 08/13/2024

  [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 still dont understand why you cant send a cancellation letter as opposed to saying the account is closed.  Im going to assume they are the same and since I am beyond frustrated with this matter I am reluctantly excepting that the matter is done.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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