ComplaintsforResort Advisory Group

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have a contract with RAG that clearly states if they have not found a buyer for my timeshare i will receive a full refund. When i asked for the refund, I was only given a partial refund. I am now on an email thread with someone who does not respond and when i asked for an appt to talk to someone, there is no response. I am happy to share all emails and contract (plus addendum) that clearly states i am allowed a full refund, when i emailed **** for the refund, she said mgmt would inly approve a partial refund and when i asked her to look at the contract and set up an appt, there has been radio silence. When they first pitched how they would be able to sell my time share it was also not accurate, i should have realized that it was not truthful, butni fell for it, but i was at least smart enough to make sure the contract clearly stated i would receive a full refund, which it does. They are not honoring their own contract.

  Customer response

  07/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 2019 we purchased timeshare points from *********************************** in ***************. We attempted to cancel the transaction within 24 hours but salesman declined to accept cancellation. in July of 2019 we contracted with the Resort Advisory Group in ********** to assist in cancelling our timeshare obligations. We did fully own two weeks at the resort and had partially paid for a third week. We traded the third week in for the points transaction. We paid Resort Advisory $19,176 and attorney fees of $750. We still owe them $10,749 which we informed them we would pay once we received an update from the attorney group they use (Carlsbad Law Group). We have never received any communication from the lawyers either by mail, e mail or phone etc despite repeated requests. Resort Advisory has not contacted us for several months. On May 11, 2024 we received a notice from an attorney in ******* representing *********** that our vacation property would be placed in foreclosure in 30 days. Again we have had no communication from Resort Advisory or the Law Group. We are requesting that you assist us as it has been a 5 year process and they have not fulfilled any portion of their commitment to us. This is rather urgent as we have only 30 days. Thank you.

  

  Business response

  06/10/2024

  BBB:
  
  We have been advised that Mr. ***** ******************* were withdrawing their grievance. In the event it has not yet been withdrawn, we have prepared the below response.
  
  Thank you
  
  Resort Advisory Group
  
  
  
  =========================================================
  
  We appreciate the opportunity to address Mr. ***** Mrs. Stelters concerns. Despite the fact that they are not current with their agreed upon payments, we have been actively engaging with them through numerous phone calls and email exchanges, primarily facilitated by our Director of ****** Services, to ensure we fully understand and address their concerns.
  
  
  To expedite the resolution, we have forwarded the pertinent documents to the assigned attorneys, highlighting the urgency due to the legal notice received. Our team is in close collaboration with the attorneys to secure the necessary legal support.
  
  We have also extended our in-house exit services to explore alternative solutions their timeshare obligations. Our goal is to resolve this matter as quickly and efficiently as possible.
  
  Throughout this process, we have remained committed to providing Mr. ***** ******************* with continuous support keeping them informed of all developments. During our discussion on May 28, 2024, they advised that they were satisfied with the progress and agreed to withdraw or **** their BBB complaint as resolved. We trust that this resolves their concerns and encourage them to communicate any additional questions directly with us to ensure their complete satisfaction.
  
  Resort Advisory Group

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2023, Resort Advisory Group, contacted us about getting out of our timeshare that we just bought in February while on a family vacation. The timeshare was bought under a very high pressure sales pitch. When we got home from the vacation and I tried to book a stay, I quickly realized that there was nothing available. It was almost like Resort Avisory Group knew that we were not happy. They called us out of the blue and had a great high pressure sales pitch on how they could help us get out of the timeshare if we paid them $5,277.24. We felt overwhelmed and wanted out of the timeshare so we said yes and took out a loan with RAG. As soon as the loan was approved and RAG got our money, we have not heard from them again! We had to dish out another $950 to MXM legal who was the attorney to work on getting us out of the timeshare. We never heard from RAG and we never had a phone conversation with MXM. Supposedly in October, the timeshare developer offered us a deed in lieu of foreclosure (I think because we never made a payment). RAG and MXM didnt do anything. The developer offered us the deed in lieu because we were delinquent on our payments. We accepted the deed in lieu of foreclosure that was offered by the developer and all paperwork was sent to the developer by me not the lawyer or the advisory group! In December, I was still getting notices from the Timeshare developer that we owed money and my credit was being affected. When asking MXM to try to contact the developer, they said the case was closed and I needed to do that myself. RAG never answered my phone calls. I found this appalling that they would not help. I dont think they did anything to help us get out of the timeshare. It all happened because we didnt make any payments to the developer. I want my money back from Resort Advisory Group! They are scammers just like the timeshare companies!

  

  Business response

  04/22/2024

  Dear Mr. and *******************,
  
  We are writing to you regarding the recent communications you have received from the developer. According to our records and the documentation you provided, your debt and property obligations were resolved through the execution of a Deed in **** (DIL) of foreclosure, which was executed and you have advised has been forwarded to the developer.
  
  Based on this, you should not be receiving any further notices from the developer concerning this matter. It appears, from the information we have, that the continued communications from the developer may constitute harassment. We strongly recommend that you report this issue to the Michigan ************************* as potential harassment.
  
  Furthermore, Resort Advisory Group will be consulting with MXM Legal to ensure that your rights are fully protected and to provide you with specific advice on how to proceed. We will follow up with you directly as soon as we receive further information.  We believe that the continued contact from the developer may not be legally justified.
  
  Please rest assured that we are taking this matter very seriously and are committed to supporting you through this process. Should you require immediate assistance or have any further questions, please do not hesitate to contact our office.
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2020,I paid this company $8,000.00 to cancel timeshare with Diamond Resorts. For two years absolutely no action was take, except for numerous excuses including COVID, shortage of staff, etc. Finally in October 2022, I received a letter from RAG stating my timeshare contract had been cancelled by *******. Only problem, ******* has no record of such cancellations. *** said the would send me the contract. That was almost. Two years ago. I have been calling RAG regularly, as recently as April 8, 2024. I have NOT received a y callbacks, a distill have to pay Diamond resorts monthly

  

  Business response

  04/25/2024

  Dear **************,
  
  Thank you for bringing your concerns to our attention through your review. We are genuinely sorry to hear about the difficulties you have faced in the process of exiting your timeshare agreement with Diamond Resorts, and we deeply regret any inconvenience or distress this has caused you.
  
  Upon receiving your feedback, we promptly initiated a thorough review of your case and contacted the legal counsel specifically tasked with overseeing your file. We are actively working to obtain a detailed status update and concrete resolutions from your assigned attorney.
  
  Please be assured that Resort Advisory Group takes your concerns seriously and is committed to adhering to the highest standards of service and ethical practice. Our aim is to resolve your issue in a timely and satisfactory manner.
  
  We understand the importance of resolving this matter swiftly and will keep you informed of our progress. We anticipate being able to provide you with a comprehensive update shortly. Should you need to discuss this matter urgently, please do not hesitate to contact our customer support team directly.
  
  We appreciate your patience and understanding as we work through the various complexities involved in your case. Thank you for your cooperation and trust in allowing us to rectify this situation.
  
  Warm regards,
  Resort Advisory Group 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I thought I had sold this timeshare on 12/6/2019 and I paid Resort Advisory GRoup $3,349. As of March 25, 2024, I am still listed as the owner of this property. I want my $3,349 back.

  

  Business response

  04/18/2024

  Dear ******************,
  
  Thank you for sharing your concerns. At Resort Advisory Group, we are dedicated to assisting our clients with exiting their timeshares. We appreciate this opportunity to address any issues you may have regarding our services.
  
  We would like to clarify that Resort Advisory Group does not buy or sell timeshare properties. Our expertise lies in guiding consumers through this complex process. According to our records, upon engaging our services, you were assigned an attorney tasked with facilitating this process.
  
  It is crucial to understand that the exit process requires the submission of specific documents for us to complete the process. We work with our clients to collect all necessary documentation to effectively advance their cases. Upon reviewing your file, we noticed an issue where a critical document was not provided to us or your assigned attorney, which is essential for progressing with your exit.
  
  We understand you have chosen to engage another attorney, and we respect your decision to seek alternative counsel. Our team remains at your disposal to clarify any questions you might have about the services you received.
  
  Please feel free to reach out to our customer service team if there is anything more we can assist you with.
  
  Sincerely,
  Resort Advisory Group 

  Customer response

  05/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  02/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** said issue was resolved and the contract with WorldMark was cancelled. We are still getting bills 6 months later and we are shown delinquent in billing. I have sent bills and emails and nothing has been done. I asked for a refund and no response.

  

  Business response

  03/22/2024

  Dear Mr. ******************** you for bringing this matter to our attention, and we apologize for any inconvenience caused by the ongoing billing concerns following the termination of your contract with WorldMark. Ensuring our customers' satisfaction and resolving any billing discrepancies is of utmost importance to us.
  
  We would like to clarify that our records indicate the contract with WorldMark was indeed canceled, and we have been in communication with our attorneys regarding the billing process post-termination. As previously mentioned, our attorneys assured us that the billing would cease within six months after contract termination. However, we understand your frustration if bills are still being received beyond this timeframe.
  
  We appreciate your patience and understanding in this matter and remain committed to ensuring a satisfactory resolution for you.
  
  Thank you for bringing this to our attention.
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We hired this company and paid them upfront to get rid of our timeshare with Westgate. It's been over a year and now the employees we did have contact with are no longer there, no one will respond to our emails. We are still getting calls from Westgate and nothing has been done to exit the time share.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the services I have received from Resort Advisory Group regarding the exit of my timeshare. They have failed to deliver on its promises and has left me in a worse situation than before. I was promised a swift and hassle-free exit from my timeshare. However, after paying a significant fee for the services, I have yet to see any progress in resolving my timeshare issue. Despite numerous attempts to contact the company, I have received little to no response from the team. Furthermore, I have become aware of numerous complaints and negative reviews from other customers who have used their services. It is clear that the company has a reputation for making false promises and taking advantage of vulnerable individuals who are desperately seeking a way out of their timeshare contracts. I am demanding a full refund of the fees that I have paid in the amount of $7,102.30. The lack of communication and failure to deliver on promises is unacceptable and has caused me significant distress and financial hardship. If issue is not resolved by 4/15/2023, I will be seeking legal action.

  

  Business response

  04/17/2023

  Re:       Customer Information:
              ***** ***             **** ******** ****             ****** ** *****             ******* ****** ***** ********             ******* ************************
  Dear Mr. ******:
  
  We are in receipt of the above Inquiry.  In response:
  
  Mr. ***, while obviously unhappy, has misstated the facts and circumstances surrounding his relationship with Resort Advisory Group, including the monies paid to Resort Advisory Group, Monies were paid to Resort Advisory Group, an attorney and a credit protection / repair company.  Moreover, through no fault of Resort Advisory Group, Mr. *** received an erroneous notification that his timeshare interest was terminated.  Naturally, this caused some confusion and consternation.  Again, however, this was no fault of Resort Advisory Group.
  
  Resort Advisory Group has worked, in earnest to assist Mr. *** with his timeshare exit.  Resort Advisory Group’s representatives have reached out in good faith and attempted to contact Mr. *** to assist him in obtaining new counsel (Mr. *** apparently terminated  his relationship with his initial attorneys).  Unfortunately, Mr. *** has opted not to have any further contact with Resort Advisory Group making it impossible to assist him any further..
  
  Resort Advisory Group remains committed to assisting Mr. ***, but requires some cooperation from Mr. ***.  We encourage him to contact us so that the matter can be amicably resolved.
  Thank you for your prompt attention to this matter.  Please contact us if you have any questions concerning the foregoing.

  
  Very truly yours,

  Resort Advisory Group

  Customer response

  04/17/2023

  Response in attached file. 

  

  Business response

  04/18/2023

  To Whom it may concern:

  We have tried repeatedly to resolve this matter but it is impossible to resolve without communication from said client. 

  If you have any suggestions please advise. 

  Yours Truly,

  Resort Advisory Group 

  Customer response

  04/20/2023

  Response is inadequate - this is communication. Company still has not provided a full refund, nor any evidence or information to dispute my claim other than "not their fault". Company has my address and amount to be returned on file. They have received all documentation and official demand letter for refund on 3/6/2023. Company is just purposely delaying at this point and provides no movement towards resolution in writing. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2020 we contacted with Resort Advisory Group to exit us from our timeshare company! After initial interview it was determined by them we should easily be exited by them. We were issued an attorney which had a fee above the initial 4 k amount paid to RAG. All amounts have been paid in full by us. *** stated 18 months is the normal time frame for resolution, after 18 months elapsed we contacted RAG and they informed us it was taking longer due to Covid! We have continued to contact RAG about resolution and refunds to no avail, now approaching 3 years! It is apparent we have been scammed, and know we submitted all requested paperwork to RAG, and when we kept getting communication from our home resort, we questioned RAG about a cease and desist, demand letter and power of attorney that was to be handled by RAG and attorney, but to this day we receive maintenance fee requests from our home resort by email and harassment by phone! We last contacted RAG in November of 2022, and still have not heard a word from them regarding any resolution and any made with this company has been initiated by us and not them!

  

  Business response

  02/03/2023

  Contrary to ****************** s claims, Resort Advisory Group has been in constant communication with him and his wife.  
  
  While not exhaustive, our records indicate contact on: 
  2/7/22
  3/22/22
  6/22/22
  8/1/22
  8/23/22
  9/6/22
  10/31/22
  
  Additionally, while Resort Advisory Group works diligently to help to remove the burdens of
  the subject timeshare, this is sometimes a long and arduous process. This includes attorneys and other support personnel.  
  Further, our records indicate that the attorneys office did correspond with the developer on behalf of the timeshare owner.  
  As an aside, like most businesses, we have been negatively impacted by Covid-19.
  
  With respect to the timeline, initially, there were initial delays due to the timeshare owners failure to timely provide necessary documentation.  
  Subsequently, Resort Advisory Groups representatives have worked with the timeshare owners and counsel to assist in this process. 
  Although our agreement with the timeshare owners does not specify a specific timeframe for the exit process, Resort Advisory Group, continues to endeavor to achieve the desired result.  
  Each case is different and often delays are caused by circumstances beyond our control.  
  Nevertheless, the attorneys working on thus matter have a very good track record and we expect them to be able to obtain a favorable result.
  
  We understand that the process can take a significant amount of time, but Resort Advisory Group is committed to conducting business in an ethical and professional manner and we take any accusations of fraud or scamming very seriously. Please be assured that we are continuing to work on this matter along with the attorneys to bring the matter to resolution for you. We are committed to providing excellent customer service and we will do our best to address these concerns.
  
  We suggest the timeshare owners contact us directly with their questions and concerns and we will do our best to address them timely and professionally.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business has made multiple false and misleading claims. They told me on multiple occasions that I would not have to pay anything to *********** to be released from my timeshare. They also claimed that the lawyer they found for me was not affiliated with them beyond being an outsourced litigation service. Multiple times I attempted to disconnect the two and there would still be communication beyond what I asked. ********************* multiple times lied to me about the services being provided by the lawyers. I was assured the lawyers would send things on my behalf and that I would be sent monthly invoices of services provided. None of this happened. I was told by RAG and MXM legal to take offers to get out of my timeshare that were not in my best interests. I ended up contacting *********** on my own and they had not received any correspondence that were supposedly sent on my behalf. I also negotiated my own cancellation that cost me $3,000. I requested a refund of $3,000 due to this oversight on RAG part. **** told me she would send it to her managers. A few days later I received a call from someone that was trying to establish me as a new customer. I tried to call back on 2 different numbers and never received a call back. A few days ago I received a letter in the mail from RAG applauding their efforts on my behalf and asking for me to refer them. I would merely like my $3,000 as to show good faith on their part and acknowledge they dropped the ball mutliple times and we can wash our hands of this mess.

  

  Business response

  12/14/2022

  Dear ****************:
  The information contained in the complainants complaint is incorrect.
  
  As a threshold matter, this particular complainant was apparently somewhat of a malcontent from the outset and was already given a partial refund in July, 2021.  Complainant agreed to remove his initial BBB Complaint several times, but failed to do so.  Nevertheless, Resort Advisory Group continued to work on complainants behalf. Complainant also failed to cooperate with the attorneys and also made unreasonable demands upon the attorneys, not the least of which was to contact complainant every two (2) weeks. Complainant requested and, apparently received a detailed report from the attorneys.  Resort Advisory Group was not privy to this report.
  
  With respect to communication between the complainant and the attorney, that is not within Resort Advisory Groups control and, as such,Resort Advisory Group makes no representations concerning the number of times an attorney communicates with his or her client(s).  Additionally, the actual cancellation was ultimately achieved as a result of the joint efforts of Resort Advisory Group and the attorneys working on the complainants behalf. 
  
  Finally, the disconnect issue as to Resort Advisory Group and the attorney(s) working on the complainants behalf is unclear as is the complaint pertaining thereto.  Resort Advisory Group assists the attorneys and provide information to the attorneys.  
  
  Resort Advisory Group works very hard to service its clients and preserve its reputation. When there are legitimate issues, we strive to address them and resolve them timely.  Unfortunately, some people are never satisfied.  Notwithstanding the fact that Resort Advisory Group, and the attorneys, spent an inordinate amount of time in resolving this matter, Resort Advisory Group is prepared to refund the $3,000.00.
  
  
  
  Thank you
  
  Resort Advisory Group
  
  

  Customer response

  12/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*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. ↩