Complaints

This profile includes complaints for Pueblo Bonito Sunset Beach's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pueblo Bonito Sunset Beach

  Bonita, CA 91908

• 

  Pueblo Bonito Sunset Beach

  PO Box 4600 Scottsdale, AZ 85261

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:04/19/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 12/16/2024 we attended a timeshare presentation by Pueblo Bonito in *******************. We weren't interested in a timeshare, we had previously attended one of these presentation on a prior visit Dec2019. The sales *** told us they had a new product, called fractional ownership. He drove us to the property, Novaispania Governor's mansion, it was very luxurious. This is the only place we visited that day, I have ****** map proof.. After we visited, he took us back to the timeshare office/presentation place and offered us 6 weeks (per year) at the *********** for only $1195 per week. We believed him, and that was our mistake. For the right to purchase 6 annual weeks at ***********, we agreed to pay a credit card deposit of $4197 and the balance by April 1, 2025 of $21,084. After 5 hours, we signed all his documents. The contract we signed was intended to confuse and manipulate us. He told us we had to wait 15 days before we could book. On day 15 I contacted him, he ***lied with instructions. When I contacted Thirdhome as he instructed, they said I had to give them the dates of our week with Pueblo Bonito. When I contacted PB, they said for $3546, we could rent a much smaller (not even close to what our sales *** showed us we were purchasing on the day we signed the contract) for one week. And we could only rent this 1 week per year. I was confused, as we were sold on Novaispania mansion for 6 weeks a year for $1195 per week. At that time we started pouring over our contract and found what he told us we were purchasing was nothing like the contract we signed. PB states our contract does not include staying at the *******************. We contacted PB demanding our contract should be cancelled, based on fraud and extortion sales tactics of our sales ***. Pueblo Bonito refused to cancel our contract, we are currently fighting the deposit with our credit card. I just received a collection notice from ********************* in **********, ** for the balance.

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 made several attempts to contact Pueblo Bonito Rose, including sending letters and emails, to formally request the termination of our ownership with their property, but we have received no acknowledgment or response.We have been owners with Pueblo Bonito Rose for over 20 years, but due to changes in circumstances and preferences, we no longer wish to maintain ownership. Since 2010, we have not utilized the property as we now own a vacation home in ****** that better suits our needs. Despite this, we have continued to pay the maintenance fees every other year, but we are increasingly concerned about the steady rise in these fees. We would prefer to allocate these funds toward visiting our grandchildren in ******* and ************Additionally, during our last trip to ******, we were unsettled by the presence of army personnel patrolling the streets in what was expected to be a tourist-friendly area. This experience made us feel unsafe and is not the type of environment we wish for a vacation.We have repeatedly reached out to Pueblo Bonito Rose to request the termination of our ownership, but their failure to respond is unacceptable. We kindly ask for your assistance in addressing this issue and ensuring that Pueblo Bonito Rose acknowledges our request and provides the necessary steps to complete the termination process.Thank you for your time and attention to this matter.

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 complaint against Pueblo Bonito regarding our ongoing attempts to cancel our timeshare. Despite multiple efforts to reach out, we have not received any acknowledgment of our request for cancellation.We understand that there may be specific procedures and requirements for timeshare cancellation, and we are fully prepared to provide any necessary documentation to proceed. However, the lack of response from Pueblo Bonito has made it impossible to move forward, leaving us frustrated and uncertain about the next steps.We kindly request Pueblo Bonitos prompt attention to this matter and an acknowledgment of our request. Open and transparent communication is essential to resolving this issue and ensuring a smooth cancellation process.Thank you for your time and assistance in addressing this complaint.

• Initial Complaint

  Date:01/28/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am submitting this complaint against Pueblo Bonito regarding their lack of response to my repeated requests to cancel my timeshare contract. Despite my efforts to resolve this matter, I have been ignored, leaving me in a difficult financial and credit ************ 2022, my account was sent to ********* Recovery for collection, and ********* offered me a release settlement. I negotiated with ********* to have the resort approve the settlement and release me from the timeshare. However, I have yet to receive any response from Pueblo Bonito regarding this matter.I am now experiencing significant credit problems because of this unresolved issue. I have made every effort to address the situation responsibly, but the lack of communication and action from the resort has left me in financial distress. I can no longer afford or continue with this timeshare and urgently need a resolution.I would appreciate your help in mediating this matter to ensure that Pueblo Bonito responds to my concerns and provides a clear path to cancel my timeshare. Thank you for your attention to this matter.Sincerely,***** **** ****** Wal

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 frustrated customers of ********************************************* Emerald Bay timeshare in ********, ******, trying to terminate our relationship with them. We've been trying since October to cancel our timeshare contract, stuck in a seemingly endless cycle of demands and ultimatums. Theyre not treating us with fairness, and were disappointed in their approach to this whole issue. This started when we reached out with our concerns & requested this cancellation. A response came from a rep, ******, who informed us that we had to pay a $1000 fee to terminate our timeshare contract. We found the request baffling, to say the least, and the decision to drop such a hefty demand on our laps (without so much as a hint of negotiation/explanation/consideration of our experience) felt unreasonable. The most frustrating part was Lucila's insistence that we had to make a snap decision. Worse - ****** added that if we didn't accept the offer immediately, we'd also be liable for 2025's maintenance fees, which would total an additional $1,266.58 on top of the initial $1000. This stubbornness and disregard for our own doubts and concerns only increased our hesitation about sending any more money. We felt forced to make a quick decision under the threat of losing our offer to cancel the contract - which we were still trying to determine was legitimate. I was on a trip when this response came in, and couldn't act on her so-called offer in time even if I wanted to! We tried to cooperate and agreed to the proposal a few days later - paying the $1000 termination fee and severing our ties with the company. We thought this was a reasonable compromise given the communication roadblock and tight deadlines. Instead, they rejected our offer because we didnt accept the initial proposal immediately and stated we now owe both fees. We're now a few days behind on the maintenance fee because we refuse to be strong-armed into paying any more until a fair resolution is reached to terminate our contract.

• Initial Complaint

  Date:01/07/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 two frustrated customers of ********************************************* trying to terminate our relationship with them. We've been trying for months to cancel our timeshare contract, stuck in a seemingly endless cycle of demands and ultimatums. Theyre not treating us with fairness, and were disappointed in their approach to this whole issue.This started when we reached out with our concerns & requested this cancellation in late October 2024. A response came from a rep, ******, who informed us that we had to pay a $1000 fee to terminate our timeshare contract. We found the request baffling, to say the least, and the decision to drop such a hefty demand on our laps (without so much as a hint of negotiation/explanation/consideration of our experience) felt, well, unreasonable.The most frustrating part was Lucila's insistence that we had to make a snap decision - pay now or miss the boat. This stubbornness and disregard for our own doubts and concerns only increased our hesitation about sending any more money. We felt forced to make a quick decision under the threat of losing our offer to cancel the contract - which we were still trying to determine was actually legitimate.Worse - ****** added that if we didn't accept the offer immediately, we'd also be liable for 2025's maintenance fees, which would total an additional $1,266.58 on top of the initial $1000. I was on a work trip when this response came in, and couldn't act on her so-called offer in time even if I wanted to! We tried to cooperate and agreed to the proposal - paying the $1000 termination fee and severing our ties with the company. We thought this was a reasonable compromise given the communication roadblock and tight deadlines.Instead, they rejected our offer because we didnt accept the initial proposal immediately and stated we now owe both fees. We're now a few days behind on the maintenance fee because we refuse to be strong-armed into paying any more until a fair resolution is reached to terminate our contract.

• Initial Complaint

  Date:12/08/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 really disappointed in the treatment Ive received from Pueblo Bonito, and I urgently need to terminate my timeshare contract with them as soon as possible and be done with their company altogether. From the first message I sent about my concerns and request for cancellation, all of my interactions with their representative ***** ***** have been dismissive and unhelpful. I made ******* attempts to resolve this and she continuously pushed me off and showed no willingness to assist. It is important to note that I had stopped payments on the fees to their association as I was trying to get this matter resolved, which she used as an excuse to avoid communicating with me and instead tried to push me off to collections.Not only were her responses dismissive, but she also demonstrated a complete lack of professionalism during our phone conversation. She was rude and repeatedly interrupted me while I was trying to explain the situation. When I mentioned that no one had authorized the $100 monthly fee and it was all I could afford, her response was shockingly insensitive. Instead of addressing my concerns, she abruptly hung up on me. Its disheartening to be treated in such a disrespectful manner, especially when I have always made an effort to approach this situation, just like any other, courteously and cooperatively. However, ***** ******* behavior has been an exception as she refused to show me the same respect in return!!It is still my urgent request that they assist me in terminating my timeshare contract promptly. I want nothing more than to sever all ties with this company and put this distressing experience behind me.

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello,Pueblo Bonito Sunset Beach contract number 30-183610 I sent cancellation letters in the correct timeframe according to ******, **************, and Arizona law. The company received my letters and emails stating I wanted to cancel. The company refuses to give me my money back. They refuse to update Concord acct # *********** the agency they use for billing with the correct interest rate. ******* received *****% interest and the contract states 8.99%. Ive contacted both companies several times to correct this error and they have not. I have put way to much effort and time into calling back and forth. Since they are refusing to update Concord with the correct interest rate they need to refund my $1257 back to my credit card and cancel this contract since everything was done in the correct timeframe. Thank you

• Initial Complaint

  Date:08/28/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Were requesting to cancel our timeshare contract with Pueblo bonito and were hoping you can help us get the process started. I believe the terms and fees were misrepresented, leading to a breach of trust.I was told that my mortgage payments would cover all costs, including 600 points. However, I was later charged an unexpected $3,500 for a vacation. Additionally, hidden fees were not disclosed, significantly increasing the cost of ownership. Most concerning is the perpetuity clause in the contract, which was never mentioned during the sales presentation and binds me indefinitely.I have attempted to cancel the agreement directly with the resort but have not received a satisfactory response. We just want to move on without having to pay for maintenance we dont contribute to. Please let us know if you need anything from us. Thank you

• Initial Complaint

  Date:08/14/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 traveled to Pueblo Bonito on 2/14/2024 14 to check out the golf course but instead got roped into a presentation about their homes. We told them right away that we werent interested and would never get involved in a timeshare. They swore these werent timeshares and started serving us alcoholic drinks right away. They kept going on about what a great deal it was and there were no hidden fees. They also said we could cancel anytime.They kept up the pressure for 3 hours but we kept saying no. Our salesman tried hard to convince us but finally gave up. He left us to have snacks and more alcohol but about 30 minutes later another manager tried to get us to sign. We said we werent convinced. So, they lowered the price and threw in 2 more weeks but that promise never made it into the contract.There were also fees they never mentioned. Theres a fee when you book your week on top of what youre already paying. Why pay to be a member if youre just going to end up paying more?They also told us that expenses like maintenance fees and airline tickets were tax deductible. They said theyd handle everything for an extra $900. Turns out, that was a lie.We were pressured and given alcohol to mess with our heads and keep us from making a clear decision. And ****************** handling the payments is just as dishonest. They use every trick in the book to ruin you.They said we could cancel anytime so the next day when we were sober we realized we didnt want the property anymore. We went in to cancel but they wouldnt let us. They said we signed it so we were stuck. Turns out, we were actually within our rights to cancel and they lied to us again!The fact that they fed us alcohol to cloud our judgment and would not let us cancel the next day should be illegal. No one in their right mind would sell a house while serving clients alcohol. This company is full of con artists and we demand to be released from this fraudulent contract immediately.