ComplaintsforClient Protection Group LLC

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  03/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Note: This is the same information I have provided the ********** ************************* this morning. My husband and I signed a contract with Client Protection Group LLC in March 2022 to provide services that would release us from a timeshare company (Spinnaker Resorts). We paid $4,475 following several phone calls from this company promising to eliminate our mortgage, end the maintenance fees and release us from the contract. I have recently found that another company (Consumer Law Protection) which we hired prior to our contract with Client Protection Group LLC, had actually provided these services. I have emails between Consumer Law Protection and Spinnaker Resorts indicating negotiations, exchange of the money and our release from the timeshare by Consumer Law Protection in May 2021. I have contacted Client Protection Group LLC stating these facts by phone (****** ************) and was told to send a request for the refund in writing. I mailed a detailed letter to ************************************* (Sr. ******** Advocate) at ********************** on 10/7/22. I have also spoken with an attorney to advise me on this matter.

  

  Business response

  12/14/2022

  These specific clients signed our Timeshare Cancellation Agreement on March 14, 2022 which would cancel their timeshare contract and it would enroll them into a credit protection service provided by a third party company. 
  
  Between March 14th, 2022 and April 4, 2022, Mr. ***** ***************** went through the enrollment process with our company and the credit protection company. This included a notarized ************* of ********* Authorization Form and a series of in depth forms from the credit protection company. All of these forms indicated Mr. ***** ***************** were still owners and wanted to be released from their timeshare contact and the loan associated with. They even submitted a hand written letter as to why they wanted out of their timeshare. 

  At this point, we began working on the initial steps which also included us being billed by the third party company. 

  Approximately 6 months later all parties involved found out the account was no longer active. With our average cases taking about ***** months to complete, we simply couldn't offer a refund at this point and it's been this specific client's goal to attempt to harm our reputation in efforts of getting their money back. 

   

  Customer response

  12/17/2022

  As of this date 12/17/22, we have invested nearly $20,000 into getting released from our timeshare with Spinnaker Resorts.  We paid Consumer Law Protection  (of ********) over $10,000 and then Client Protection Group (of **********) around $7,000.  We were under the impression that the first company had not gotten us released from Spinnaker so proceeded with the second company.  However, we have been told by Spinnaker that the negotiation DID take place and we were released.  Client Protection tells us we were "NOT FULLY RELEASED" so they proceeded to complete the process and are not willing to refund our payment to them.  WE ARE COMPLETELY CONFUSED AS WELL AS OUT A VERY LARGE AMOUNT OF MONEY!!!  Know that I WILL NOT BE GIVING UP in pursuing these companies trying to get at least some of our money refunded.  I have written three complaints to the BBB in ******** as well as the ************************* in both states - MO and CA.  I think we have been victims of a scam; certainly by the first company (Consumer Law Protection) and possible the second company (Client Protection Group).  We are in discussion with an attorney and plan to contact the ********** of ************** THIS KIND OF THING NEEDS TO BE STOPPED!!!

  

  Business response

  01/11/2023

  We have responded to this complaint the best we can to the multiple agencies in which this client has pursued. 

  Customer response

  01/12/2023

  Date: 1/12/2023

  We continue to believe that Client Protection Group took advantage of our situation with Consumer Law Protection.  They have stated to us that although Consumer Law Protection did negotiate some sort of release from our contract with Spinnaker Resorts (a timeshare company), it was "not complete."  They stated the "complete release" was actually done by their company.  I think we have been scammed by BOTH of the afore mentioned companies!  And I am gong to continue to pursue some sort of reimbursement from one or both of them!  Again, we spent nearly $20,000 to obtain a release  from the contract with Spinnaker Resorts. I CANNOT IMAGINE that amount of money is needed to obtain the release from a timeshare contract.  

  

  Business response

  01/12/2023

  This specific client was not out of their timeshare when they signed up for our service. We then followed the same steps we do on all cases and this account is now closed. This is our final response.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First Transaction was 8/12/20 for $1,695. It has been 2 years since I signed up for this service. They lied to me about the results and timeline of their service. I was told I would receive my Maintenance Fees back from the timeshare company. I have only received one offer from the Timeshare to close and they expected me to pay to break the contract. I have received no updates from Client protection group. I also have had a major derogatory ****** on my credit because Client Protection Group did not respond to the ******************* Client Protection Group was my point of contact with the Timeshare and their ******************* They told me not to pay a bill and now I have been sent to collections, for a bill that I received no notices.

  

  Business response

  09/28/2022

  This is not a true and factual account of what has taken place. This specific client signed up on 8/12/20 however he didn't return his paperwork for nearly 4 months and we finally received the documents needed on 12/11/20. From this point on we acted like we do on every single case and we swiftly received an offer to close out his timeshare for a nominal fee. He refused and we continued working on his account. During which time he did not pay the fees and despite what he claims, we did communicate with the collection company. 

  In addition to receiving the paperwork 4 months late, this clients timeshare developer switched ownerships in the middle of the case. This is never an easy thing to navigate, but we do our absolute best and immediately upon finding out that the collection company reported this on his credit, we paid to have him enrolled in a credit protection program to have this removed from his credit.

  In closing, while we understand the clients frustration, we find it unfair that not all of the facts were presented in his complaint. 

  His account is currently closing and the negative blemish is being removed. 

  
  
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed the official contract with company on 9/30/20 and agreed to pay $9000 to be released from a timeshare signed in 2019 with 12 month money back guarantee term. Submitted requested document subsequently based on the time required. Expectation was Client Protection Group will not only help get my family released from the time share, they will help to get refund from the timeshare since the contract was signed so recently and then pandamic came. In the next 19 months until now, the company never proactively communicated to us regarding the progress they made and never show any approve regarding communication they made with time share on my behalf. I had to follow up monthly once it is getting closer to 12 months ****. Was always told that things will improve in the next several months. But I kept got same response every time circle back based on recommended time frame (no matter it is call or email). Based on the experience, I am very concerned that the company was just let my debt default and did nothing to help. I understand Pandemic makes it very challenge for everyone, but I am extremely disappointed by the service and communication provided. I request Client Protection Group to finish the job with committed timeline, share evidence of what they have done on my behalf to resolve the case swiftly, and refund. *************************** was on most of the email. Not sure if that's a shared name since time to time ****** forgot the basic case info we shared (such as the customer name).

  

  Business response

  05/31/2022

  This is complaint is not entirely true at all. This specific client stopped paying the loan on their resort and we were able to have it removed from 2 of the 3 credit bureaus that reported negatively. The client demanded that we refund his money in full and continue working on his case or he would contact the BBB and attempt to damage our reputation. We offered a partial refund and continued working on the case, however he refused and is still demanding his money back in full and that we continue working on the case. His case is finalizing as we speak.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During February 2020, I was contacted by ************************* representing Client Protection Group pertaining to his seeking to help us rid ourselves of the ******* Time Shares we own. Since I had been scammed previously I was VERY hesitant to make a move toward their services, but after much convincing I did pay Client Protection $3200.00 on February 28, 2020 and again on April 14, 2020 they charged my Discover Card an additional *******. Why, was I convinced to do this? ************ stated that Client Protection had an excellent relationship with Bluegreen Vacations and these Time Share Weeks would be our to our hands in probably six weeks. The only action I see in this regard is the Bluegreen billing statements are now addressed to a Client Protection address in ********, **. Our names remain on the statement. The *********************** Time Share exhibit NO Change. I have been told by *************************** that an issue exists between two title companies. Well work through and solve the issues. I keeping with that I have been told that I should not communicate with MKBC, really! Have I been afforded any correspondence that has taken place between MKBC and Client Protection, NO I have not, yet the past due maintenance **** continue to come to **. In my mindset, I have paid for Client Protections Services, I would WANT the Client to know what is taking place on their behalf. They have asked if I want my money back, we that would be wonderful if they are spinning their wheels, but they were hired to GET ** out of the time shares.. In my mind COVID is not a show stopper just an excuse and each day, I see it as more of a Political Nothing.Thank you for your every consideration in this matter!

  

  Business response

  05/11/2022

  This was resolved with the client directly.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 6/11/2020 WE PAID YOUR FIRM $1,000.00 AND THEN ON 6/23/2020 ANOTHER $4,340.00 FOR A GRAND TOTAL OF $5,340.00 lN FEES TO RESOLVE COMMITMENTS WITH ***************** ($1695), CAPITAL VACATIONS ($1950) AND FANTA *** RESORTS ($1695). WE WERE PROMISED A FULL REFUND IF YOU WERE NOT SUCCESSFUL IN FULFILLING YOUR SERVICES IN 12 MONTHS. 12 MONTHS PASSED AND NOTHING HAD BEEN DONE. I BEGAN CONTACTING YOUR COMPANY FOR A REFUND AND KEPT BEING TOLD IT WAS BEING SUBMITTED TO ADMINISTRATION. I CONTINUED TO CONTACT YOUR COMPANY BY PHONE, EMAIL, AND CERTIFIED LETTER DEMANDING A REFUND AND STILL HAVE NOT RECEIVED ONE. I AM DEMANDING A FULL REFUND IMMEDIATELY.

  

  Business response

  02/25/2022

  This specific client signed up for our services and soon after we began working on his case, he called his bank/credit card and charged back our fees. He cancelled the chargeback and allowed us to continue working on his behalf. He then called his bank/credit card company again and attempted to dispute the fees a second time. This caused delays on his case, however we were still able to get him out of 2 of his timeshares.
  
  Therefore, his request for a full refund was denied and we have offered to not only refund the fee for the 3rd timeshare, but continue working on his behalf until his 3rd timeshare account is closed. The client then made a demand to refund his money in full or he would leave this complaint in attempt to cause harm to our reputation.
  
  While we are always willing to attempt to mediate a situation, this is an unjust, fraudulent claim against our company with the attempt to get the money back for services we rendered. 

*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. ↩