Complaints

This profile includes complaints for Client Protection Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Client Protection Group LLC

  901 W Civic Center Dr Ste 400 Santa Ana, CA 92703-2383

  
• 

  Client Protection Group LLC

  32432 Alipaz St Ste J San Juan Capo, CA 92675-4140

  
• 

  Client Protection Group LLC

  1800 E 16th St Ste A Santa Ana, CA 92701-3177

  

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:12/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 27, 2022, Client Protection Group POC ********************* called me by phone to provide assistance in exiting my newly bought Time Share. They promised an exit with a 1-time pymt of $3500 and an 18 month time frame with full refund if unable to exit the timeshare. I agreed. Over these past ***************************************************************************************** status from Client Protection Group. In October 2023 I discussed with ***************************** my request for a full refund as it was evident after many of my phone calls that they were unable to assist my husband and I to exit our Time Share. I ask for assistance with obtaining a full refund, as I have found them to be an unreliable source of Time Share Elimination and unable to fulfill their promises to customers without ruining once's credit, which ***** would willfully do such a thing if they had a choice and come to find out one can legally exit a Time Share with **************** Vacations legally & without ruining one's good credit score. ****** said I could write a letter requesting my refund but she could not guarentee our refund would be granted and returned to us. I am contacting you to request assistance in obtaining our $3500 promised refund after 18 months time as of NOV 2023.

  

  Business Response

  Date: 01/17/2024

  We acknowledge that navigating this process can be both frustrating and time-consuming. As a ******************************* we often find ourselves engaged in a dynamic process akin to a 'Cat & Mouse' game with timeshare developers, necessitating frequent adaptations to new procedures.

  The case notes indicate that our Case Manager Team is presently in the final stages of addressing this specific case. Moreover, it's noted that the client has been in contact with our Customer Support Team.

  Please be assured that we remain steadfast in our commitment to see this process through to completion. Despite the elapsed time frame, the ultimate outcome will align with the intended resolution. We appreciate your understanding and patience as we work diligently toward a successful resolution.

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered an agreement with Client Protection Group on 6/28/2021 for eighteen months. During that period of the contract, they were to eliminate my Timeshare with ************* (********** Resort) ********, **. They failed to meet the terms of the contract within that period of time and now will not refund me. I submitted a litter as requested by them for the refund to take place on July ******************************************************************************* my refund.I also emailed them as a follow up requesting a refund and stated this should happen with the next 30/60 days. This email was sent on 10/11/2023 after being told by an operator that the department that handles refunds do not take calls from clients.Thanks for your assistance:*********************

  

  Business Response

  Date: 01/17/2024

  Our team has been diligently working to finalize this case, and is currently in its concluding stages.

  However, it has come to our attention that our Customer Support team has encountered difficulty reaching you through phone calls and emails. We understand the importance of effective communication, and we want to ensure that you are kept informed throughout the finalization process.

  To expedite this matter and address any outstanding concerns, we kindly request you to reach out to our Customer Support team at your earliest convenience. Alternatively, if there are specific times or preferred modes of communication that work best for you, please let us know so that we can accommodate your preferences.

  Our aim is to provide you with the best possible service and resolution. Thank you for your cooperation, and we look forward to successfully concluding your case to your satisfaction.

  If you have any questions or require further assistance, please feel free to contact our Customer Support team.

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction with the services provided by Client Protection Group, regarding the termination of my timeshare ownership. I engaged their services almost two and a half years ago with the expectation of a swift and effective resolution, but unfortunately, I am still burdened with the financial responsibilities of the timeshare.Despite their promises of a hassle-free termination process, my experience with Client Protection Group has been nothing short of a nightmare. The lack of transparency, communication, and progress in resolving my case has been deeply frustrating and concerning.I have made numerous attempts to seek updates on the status of my timeshare termination, but my inquiries have been met with vague responses and unfulfilled commitments. It is evident that Client Protection Group has failed to deliver on their contractual obligations, leaving me in a state of financial distress and uncertainty.I urge the Better Business Bureau to investigate this matter thoroughly and hold Client Protection Group accountable for their misleading practices and breach of contract. I believe it is essential to highlight their unscrupulous business practices to protect other consumers from falling victim to similar situations.I am seeking a prompt resolution to this matter and request a full refund of the fees I paid to Client Protection Group for their services. I appreciate your attention to this issue and look forward to a swift resolution.

  

  Business Response

  Date: 10/06/2023

  We are looking into this matter.

  Customer Answer

  Date: 10/06/2023

  I will be waiting for a timely response. 

  

  Business Response

  Date: 01/17/2024

  The records in our file suggest that the account has been closed or is currently in the process of closing. We advise the client to get in touch with our Customer Support Team for further assistance.

• Initial Complaint

  Date:08/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered into a contract for Termination of timeshare ownership on 8/4/2020 with Client protection Group. Cost was $2,495.00. I followed all the requirements and completed all the needed paperwork. It has now been almost 3 years and this company has not been able to succeed with Holiday Inn Vacations to cancel my timeshare and protect my credit.I have correspondence with the ***************** dating back to April 13,2021 and most recently May 17,2023. In both letters they state they will not negotiate with third party companies like Client Protection Company. Client protection company has and still maintains they are still working on my case. That is why I have not filed with the BBB till now and the **************** Attorney General fraud division. Repeated phone calls and emails have result in one phone call from clerical personnel stating case is active and will be referred to case managers.I have asked for their advertised 100% moneyback guarantee.

  

  Business Response

  Date: 03/22/2024

  This particular client is in possession of one of the most challenging timeshares we've encountered, and since their enrollment, we've dedicated ourselves diligently to resolving their case. While the matter hasn't reached a formal conclusion yet, we're on track to close the account soon, having successfully safeguarded their credit in the process.
   
  Furthermore, despite our persistent attempts to reach out, we've been unable to establish communication through calls or emails. In light of this, we strongly advise the client to reach out to our *********************** at their earliest convenience.

• Initial Complaint

  Date:08/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/22/2020, we entered into an agreement with Client Protection Group (CPG) to terminate/cancel our contract with **************** Vacations (HICV) AKA Orange Lake Resorts. We e paid $2,395.00 and were given a money back guarantee. We did absolutely everything that we were instructed to do, including the ************* of ********* Authorization Form copy of Monthly statements and Maintenance Fee statement. We were promised they would cancel/terminate our contract and would have us timeshare free within twelve months. That did not happen because at two years, **** foreclosed on this mortgage without notice to us. We found out the mortgage was foreclosed on by an alert from our credit report. We contacted CPG to inquire what was going on, why were we foreclosed by **** and not contract cancelled by CPG. CPG was not aware that we were foreclosed on and advised us they would look into it. To date we have never received any documentation about the foreclosure. When we talked with CPG again they advised yes, the timeshare mortgage had been FORECLOSED on and we were no longer responsible for that account. Ok, but what did you do for our money to get us out of the timeshare. We could have just stop paying on the account ourselves and been foreclosed on. There was also a promise/guarantee that ********* who CPG teamed up with had a product called ************** to make sure the Timeshare does not negatively impact our credit., but if it was impacted they would repair it. Now, another year after Foreclosure, our credit is till impacted, credit scores lowered, denied credit, etc. I have maintained a file on this entire process Including conversations/correspondence with owner *************************. We are not happy or satisfied customers. Nor has services promised been fulfilled.

  

  Business Response

  Date: 12/04/2023

  Thank you for bringing your concerns to our attention. We understand the frustration and disappointment you are experiencing regarding the termination of your contract with **************** Vacations (HICV) through our agreement with Client Protection Group (CPG).

  Please be assured that we follow a consistent process for each case, but we acknowledge that your situation has presented unique challenges. Your case has been identified as one of the rare instances where we have encountered difficulties in achieving the desired outcome. We sincerely regret any frustration this has caused.
  

  We take your concerns seriously, and we are committed to resolving this matter promptly. Our team is actively investigating the specifics of your case, including the foreclosure and the credit impact. We understand the importance of providing you with the necessary documentation regarding the foreclosure, and we will ensure that you receive this information promptly.
  

  In the meantime, we appreciate your patience and understanding as we work towards a resolution. Rest assured, we are dedicated to addressing your concerns and ensuring that the promised services are fulfilled. If you have any additional details or specific points you would like us to consider during our investigation, please feel free to share them with us.

  Once again, we apologize for any inconvenience and assure you that we are committed to resolving this matter to your satisfaction.

  Thank you for your understanding.

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into contract with Client Protection Group for Services to release of my timeshare, contract was for 18 months. It is now 18 months later and all they tell me is they are "almost there, close to getting timeshare released". *************************** has been the main contact and does not hold up to what she says. On 6/19/2023, she stated "Need another 3 months" to get the timeshare released. I was also told that she would send me an update in an email within 48 hours, which was never received. I do not Trust the company any longer and wish to receive a full refund of the $2950.00 that was paid. My timeshare has been paid in full and only owe on Maintenance fees. My fees are now over what I paid them and I owe $3113.66 as of 6/13/2023. I have sent this information to Client Protection Group via email as they request all information I receive from the timeshare. I am unhappy with their services. I do want to know when I will receive a full refund? , due to it took them no time at all to receive the money they wanted from me.

  

  Business Response

  Date: 01/23/2024

  We are working with client to resolve this.

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began my relationship with Client Protection Services in September, 2020. I was promised that my timeshare ownership would be cancelled or I would receive 100% of my money back. I was promised they would work until they fulfilled their obligation. It is now June 2023 and I have been "in the final stages" for over a year. Nobody can tell me what is going on. There is no time frame for an end to this process. At first the delay was blamed on Covid, and that seemed plausible. ***** has been over for a long time and people are back to work, except at Client Protection Services. Nothing is being done. They have not fulfilled their obligation for what they were paid for. I need the refund of my money.

  

  Business Response

  Date: 01/23/2024

  In this specific case, the clients timeshare was shut down for a long time during COVID, and since then has completely changed the way they handle these types of cases. We have been able to block all non payments fro appearing on clients credit while we work to the final steps of this case. 

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Client Protection Group on October 1, 2021 with hopes of them getting ** out of a time share with Coral ******** ****************, or ************. The offered a money back guarantee which is provided. The first instructions from them was to not make any more maintenance fee payment to the resort. Since they were not able to get the timeshare contract terminated we are receiving bills for the maintenance fees with 200% late fee. There response was to send all communication to them from the resort which was done. Since they have not gotten us out of the contract we are liable for the astronomical $3967. There response is that is a scare tactic that the resort uses to get payment. Client Protection Group has made a bad situation even worse. They offer a money back guarantee which was provided. They have not honored their guarantee. I have contacted them several times within the 18 month period and no one has responded. I would like to receive our full refund which we are entitled to since they did not meet our goal or theirs regarding getting us out of the time share. I really wonder how they maintain an A rating with BBB based upon our experience and other disappointed customers. I have spoken to a representative with the initials IR who stated to me that Client Protection Group has had success in the past canceling timeshare with this company but no explanation was given to explain the difficulties of getting us out of our timeshare contract.

  

  Business Response

  Date: 06/21/2023

  We understand the process can be frustrating. However, the details in this complaint aren't entirely accurate. 

  First and foremost, this client's timeshare is in the very last stage of being released. A confirmation letter will be sent to the client when it's finalized. 

  Secondly, our notes indicate we have spoken with this client multiple times since he signed up and given him an update each time. 

  Lastly, although we do everything we can to have every case completed as quickly as possible, some times there are factors beyond our control that prevent the case from being closed quickly. However, we will always honor our money back guarantee. To this day we have not received a refund request from this client. 

  In closing, as stated, client will receive a  letter as soon as we receive notification that the account has been cancelled/terminated and we encourage client to call our *********************** with any further questions. 

• Initial Complaint

  Date:05/18/2023

  Type:Billing 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.

  Client Protection Group was to contact Westgate Resorts, cancel my timeshare and not have my credit negatively reported. They never did anything as I checked my credit report and it shows Im 9 months behind on paying the bill and the maintenance fee. I have since tried to contact them only to hear a recording that says all none of their agents are available and will call back only to never call back. I paid over $2000 for service that was not only not performed, but negatively affected my credit.

  

  Business Response

  Date: 06/02/2023

  This account is in the final stage of release and will be closed very soon. Additionally, as stated to the client, anything negatively reported is in the process of being disputed and erased. 

  Customer Answer

  Date: 06/02/2023

  The timeshare has not been cancelled, there has been no correspondence or communication to me of any type.  I do not accept this response as they have not provide any status to me to indicate that this matter has been resolved or had any attempts to resolve it.

  

  Business Response

  Date: 06/03/2023

  We understand the process of canceling your timeshare contract can be long waiting and completely frustrating. However, after reviewing the notes on this file, we are indeed in the final stage of this case. No more action is required from this client and our Case Manager Team will provide confirmation from the developer as soon as they send it. Ms. ********* credit will soon be restored and her timeshare account cancelled. 

• Initial Complaint

  Date:03/03/2023

  Type:Order 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.

  We are the owners of a ******* Time Share. The company misrepresented the sales agreement and we obtained the services of the Client Protection Group to disolve the sales agreement. We began the dissolution process in 2020. We were assured by CPG that the matter would be taken care of. Three years later, we are still receiving non-payment notices from *******. CPG provides little or no communications with us. When I do make contact with someone in the organization, it's always the same response, "these things take time." I offer to you that three years is too long for a resolution. Any assistance you can provide to resolve this issue will be greatly appreciated. *********************** I'm having trouble uploading. Please contact me for further documents. Thanks

  

  Business Response

  Date: 04/20/2023

  As much as we aim to have every case completed with out any issues, there are a ton of things that are completely out of our control. With this case, this particular resort was not responding to any cancellation cases during COVID and was one of the very last ones to start again. 
   
  Although this case did lag on longer than anyone wanted, we did complete the case and this client is no longer a timeshare owner and their credit was completely un affected. 
   
  While we are sympathetic that this case took longer then expected, we're really disappointed that this client took time to leave a complaint against us but didn't leave one against the timeshare developer. However, the end result remains the same and this client is out of their timeshare.