Complaints

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:03/08/2025

  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.

  In Feb 17 2020 I bought a advertising upgrade package from Latitude 21 for $695.00. I e ded up not using this service as I did not move forward with the purchase of the time share I was intended to use this advertising for in order to rent it to potential customer. ************************* informed that the $695.00 were not refundable but could be used as credit towards renting a vacation thru them. Inthe years to follow I did not use this $695.00 credit because I did not have the time for a vacation so I did not use them. Nevertheless, the $695.00 were shown as credit in my account with *************************. This credit suddenly disapparead on January 2025. To get information or a reason, I have not being able to contact Latitude ********************************************** their website. The calls are not answered, they go thru a voice mail but calls are never returned and the calls that are answered the person at the other side says that number now belongs to a different time share company ( ?? ). Even the emails sent to the email in the websire are kicked but as server not functioning for that account. So. ************************* has gone off the grid.

  Business Response

  Date: 03/08/2025

  I would request that this complaint be removed from our company.  We are not Latitude 21 and Mr. ******** is not, nor has he ever been a customer of our Company.

  I took the liberty to look up Latitude 21 Travel and the information I was able to provide which may be of some assistance to Mr. ******** are an address of *********************************************** and a phone number of ************.

  We wish Mr. ******** much luck in resolving his issues with the correct company.

   

• Initial Complaint

  Date:02/24/2025

  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.

  11/07/2023 My husband ***** and I was quoted one price and charged another price, plus we were not told that you have to pay a yearly membership fee in order to visit the website. We were trying to book a well-deserved vacation and were not able to, because we were blocked from the website. I called to inquire about the website that's when I was told about the $299.00 yearly fee. It's sad when you are paying this large lump-sum of money and can't even use the property. Today I called asking for the 1098-t form (yearly interest paid for 2024), to file taxes and they said they don't give those out because they're not require to. I did ask them (*****) to send that statement in writing, just like the other statement concerning the yearly membership fee, which I never got. This company is a rip off and it's not beneficial if we can't use it. Also, they are charging us a lot of money that should be credited back to my husband and me if we are unable to visit the website and to schedule a vacation.Thanks,***** & ****** *******

  Business Response

  Date: 03/10/2025

  Customer satisfaction and transparency is very important to Latitude Vacation Club and we have taken great strides in outlining all terms and conditions of each purchase in the documents that each of our clients sign and receive.  Included in those terms and conditions are the Companies email addresses and phone numbers.
  
  Ms. ************ and Mr. ***** ******* did in fact make a purchase on September 1, 2023.  During the purchase process, all documents are reviewed one on one with our customers,our customers sign or initial each page and then they are given a copy of the Agreement in its entirety.
  
  To specifically address each of Ms. ************* concerns, I will do so item, by item:
  
  I am not clear of what price she was quoted then charged another price.  Our Agreements clearly show the purchase price and any additional payments made by customer at time of purchase and any additional payments required and the date of those payments.  We have reviewed the account and there are no discrepancies in these charges.
  The annual fee Ms. ******* refers to is clearly stated in the Agreement and that if not paid benefits will be temporarily unavailable until account is current.
  As it relates to Ms. ******** request for a 1098-t form -- this is not a qualifying form for her purchase.  Per Ms. ******** Agreement, it specifically states to consult a qualified tax consultant regarding her purchase.  Ms. ******** is able to log into her account online and see any and all interest payments made.
  We agree that Ms. ************ should be able to book a well-deserved vacation and we will be happy to assist her with this through the product she purchased.   We are having a senior member of our management team reach out to Ms. ************ to assist.

• Initial Complaint

  Date:02/24/2025

  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.

  Subject: Complaint Regarding Latitude Vacation Club Contract Issues To Whom It May Concern,I am writing to formally express my deep frustration and disappointment with Latitude Vacation Club regarding my ongoing struggle to cancel my membership contract and the lack of communication from your team over the past three years.I initially reached out to your ************** seeking to terminate my contract. During that call, a representative assured me that she would assist me with the cancellation process. I made it clear that I was not seeking a refund; I simply wanted to exit the contract. However, despite her apparent willingness to help, I have not received any follow-up or assistance since that initial conversation.After conducting further research, I discovered that many other members have experienced similar issues with cancellation and refunds. It seems that some individuals were able to have their contracts successfully terminated, which only heightens my frustration as I have yet to receive any resolution to my own ************ make matters worse, I have continued to call your office for three years without a return call or any meaningful progress on my case. It has become increasingly difficult to trust the company I initially believed would offer support and service. I have been informed that the representative I spoke to no longer works with your company, leaving me with no points of contact for resolution.Additionally, I incurred costs related to removing this issue from my credit, further compounding the distress that this situation has caused me. The lack of support and communication from Latitude Vacation Club has not only affected my financial stability but also my overall peace of mind.I respectfully request a formal response regarding the status of my contract cancellation. I hope to find a resolution promptly, as I am eager to end this frustrating chapter and move on.Thank you for your attention to this matter.

  Business Response

  Date: 03/10/2025

  Customer satisfaction and transparency is very important to Latitude Vacation Club and we have taken great strides to maintain our reputation and in outlining all terms and conditions of each purchase in the documents that each of our clients sign and receive.
  
  We have attempted to contact Mr. ******* regarding his concerns and to assist him.
  
  I am not certain who Mr. ******* has communicated with,but our management team has been unable to contact him by phone, email or whats app.
  
  If Mr. ******* can provide a good email and phone number to contact him, a member of our senior management team will reach out to him to discuss his concerns and assist him with usage of his benefits under his purchase.
  
  Of note, our purchase process is very transparent and detailed and Mr. ******* signed or initialed each page of his Agreement which outlines all the terms, conditions and benefits of his purchase.  These documents clearly outline the cancellation period and terms.  ********** did not request cancellation during this period.   All services described therein have been available to him.
  
  Our management team will continue to be available to Mr. ******* to assist and answer any questions regarding his purchase and our Management Team looks forward to personally meeting with Mr. ******* and ********** on any return visits to the resort.

• Initial Complaint

  Date:02/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was presented with an offer from Latitude Vacation Club office in ********** that entailed 20 vacation weeks through Latitude Vacation Club with 20 bonus weeks through ***, as well as access to a discount program, for $18,000. I was told the *** rates were from $99 to $299, and any all-inclusive fees for vacations would be $50 per person, per day. I was told that the included discount site, *******, consisted of hotel rates of no more than $500 per week for vacations, and no more than $500 per person for cruises. I was told that 5-star hotels would have the aforementioned rate on *******. The manager who discussed benefits with me, *****, stated that locations and booking time frames were irrelevant, and that the only issue would be availability. Given the information that I was provided, I determined that the Latitude Vacation Club (LVC) membership was worth the the charge, and I signed up for the membership on 12/26/2024.I was blatantly lied to, and the vacation club benefits were misrepresented to me to obtain my money. I was told that I could not cancel due to being past the 7-day cancellation window, although I received the log-in information over 2 weeks after contract signing and the benefits I was presented with were not true. After much communication with multiple *** representatives, I reluctantly agreed to an incentive offer of an additional 20 RCI bonus weeks (1 wk/yr. for 20 yrs.), 2 $250 airline vouchers, and a trip to **********. However, I learned today (02/09/2025) that the bonus RCI week is not in my *** account, which is another misrepresentation and lie this time to get me to stop my complaints to the company. Being that I didnt receive all of the incentive offers that are inferior in value to me anyway, I am reporting the *** agencys behaviors with a request for what I ultimately wanted after learning that I would not receive the benefits that I am paying for that my LVC vacation club membership is canceled with a refund provided.

  Customer Answer

  Date: 02/09/2025

  Hello, 

  I am sending a screenshot of my *** account that shows the missing bonus week, next to a page on the *************** website to confirm the time and date of the screenshot in addition to the time and date indication listed in the bottom corner of my computer. As indicated in the complaint, the original purchase included 20 vacation weeks from Latitude Vacation Club (1 per year for 20 years), and 20 bonus weeks through RCI (1 per year for 20 years). As part of the 'incentives' due to the blatant lies that the company told regarding the actual vacation benefits, I I was supposed to get an additional 20 bonus weeks through RCI (1 per year for 20 years). However, in the attachment indicated, I only have the original  one Latitude Vacation Club week and one RCI bonus week in my *** account - the additional RCI bonus week is missing from my account. The situation was supposed to be settled as of the end of last month (I was provided the incentive letter on 01/29/2025, and I signed it on 01/30/2025); therefore, the fact that the *** bonus week is missing from my RCI account as of 02/09/2025 demonstrates to me that the *** representatives have lied and engaged in fraudulent activity to me once again regarding vacation benefits. As I indicated in the original complaint, the *** representatives intentionally provided lies and misleading information regarding the vacation club benefits, and engaged in fraudulent activity against me. 

   

  Thank you. 

  Business Response

  Date: 03/07/2025

  Our management team has reached out to Ms. ******* and all issues have been resolved satisfactorily

   

  Customer Answer

  Date: 03/11/2025

  Hello, 

  Thank you for the update. I will respond to this message once I have received the resolution information from Latitude Vacation Club in writing. 

  Customer Answer

  Date: 03/13/2025

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

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 24 2024, my wife an I attended seminar al Latitude Vacation Club in **********, representative made this vacation club was something to invest in. All we needed was a down payment, which we provided **** card amount (********) i ask what about my wife * her credit had a lock on it, **** inform me not to not to worry about it ,she would still be able to use it. You would be paying ****** a month, amount finance ********, total purchase price *********. Today 1 Jan 2025 i call to book something for my 40 year anniversary, i was told we had to call the hotel than the airline to make reservation. I was told that latitude vacation club handled every thing, which is lie. So far i have paid ******** plus ****** starting 11/15/2024. my wife an I are US ARMY veterans, all we want to enjoy our retirement right now but this was false hope. pls help us any way you can, we just want to cancel this an get any refund if possible. thank you, God Bless

  Business Response

  Date: 01/28/2025

  Mr. ******* has been contacted by our management team and all issues have been resolved.

   

  Customer Answer

  Date: 01/30/2025

  After talking to Headquarters Mr. *** ********, this matter is complete. No more further actions to be done on this matter.

  Customer Answer

  Date: 02/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After talking to Headquarters Mr. *** ********, this matter is complete. No more further actions to be done on this matter.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/13/2025

  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 requested to cancel my timeshare in May of 2024. On June 6, 2024, I was told that I could and that Latitude was going forward with my cancellation. THAT WAS 7 months ago! I have not heard from ANYONE. I have been in contact with the mysterious and elusive "Mr. ********* but all he can tell me is that he is following up...then contact goes silent. What is going on up at Latitude? Please just do what you said you were going to do!

  Business Response

  Date: 01/30/2025

  Our senior sales management team has been in touch with Ms. ****** over the last couple of weeks and believe all concerns and issues have been resolved satisfactorily for both parties.

   

   

• Initial Complaint

  Date:01/07/2025

  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.

  This isn't the 1st I'm filling complaint, I'm filling AGAIN because I'm not being understood. To make a long story, I went over to the ******************, signed up for a resort and by the time I came home I decided I didn't want it anymore, so I came home and submitted the necessary paperwork to back out of the deal. A couple of weeks later I received a credit card in the mail, which I just shredded, I never activated nor did I use, but somehow I'm being charged for. The cards are linked to this trip, and it's a total scam. The last letter I received is stating that they're receipts showing what I've purchased. I have NO merchandise or anything for this price. Furthermore I have copies of the paperwork I've submitted to back out of the deal. A copy of the notarized letters, the notarized seal, and their agreement as well.

  Business Response

  Date: 01/13/2025

  I sent Mr ******* an email on January 8 requesting a good time and number that I could reach out to him to resolve his issues.

   

  To date, I have not heard back from him.

   

   

   

• Initial Complaint

  Date:12/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2023, they scammed me and my wife to take the vacation club membership and I asked to cancel and they have yet to cancel the membership and it is causing a financial strain on me and I havent been back to utilize the benefits. They need to be put out of business. The resort is dirty. The food tasted old and half of the buildings require repair. Sports Illustrated in ****************** needs to be put out of business ****

  Business Response

  Date: 12/11/2024

  Our records do not indicate that Mr. ******* made a purchase with our organization.  ************** has his Agreement number or any additional details that may assist us in locating his account, we will be happy to respond.

  I have an account with the address that Mr. ******* indicates in his complaint, but it does not list Mr. ******* as an owner or user.

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.Initial Contact (June 5, 2024): I contacted Latitude Vacation Club about transferring my membership. ****** **** provided instructions and mentioned that their legal department needed to vet the company I was working with, HiperViajes.2.Verification (June 6, 2024): ****** **** confirmed that HiperViajes was legitimate and that Latitude Vacation Club owners had previously sold to this company. At this time she stated HiperViajes is one of their competitors and was there anything Latitude can do to keep me. I told her no, she said someone from their retention department would call me back. I received a call from the retention department, and they asked me if there was anything they could do to keep me as a member. I told them they could purchase my membership back, otherwise I was selling it to HiperViajes. 3.Payment Instructions (June 10, 2024): Latitude Vacation Club sent me instructions to wire a $2,500 fee for the transfer, stating it could not be paid by a third party.4.Payment Acknowledgment (June 12, 2024): ****** **** acknowledged receipt of my payment and indicated that the membership was authorized for release.5.Cancellation Request (June 20, 2024): I requested to cancel the transfer and refund the $2,500. Latitude Vacation Club responded that I needed to get HiperViajes to agree to the ********************** Gains Tax (June 21, 2024): I was advised by Latitude Vacation Club to pay $20,957 in capital gains tax after receiving an email from Hacienda. You initially told me to hold off but later confirmed the tax was legitimate.7.Penalty (June 27, 2024): After the capital gains tax was paid, *********** did not wire the money, they sent a cashiers check via courier. The cashiers check was seized by Aduana (Customs) due to no declaration being attached. I then had to pay a penalty in the amount of $26,251.40. 8.Continued Issues (August 12, 2024): I reached out again to report the situation as a scam.

  Business Response

  Date: 09/09/2024

  Customer satisfaction and transparency is very important to Latitude Vacation Club and we have taken great strides in outlining all terms and conditions of each purchase in the documents that each of our clients sign and receive.  Included in those terms and conditions are the Companies email addresses and phone numbers.
  
  Ms. ********* made a purchase with Latitude Vacation Club on March 11, 2022, in which she put a down payment amount down and agreed to monthly payments and signed all pertinent documents.
  
  Subsequently, Ms. ********* failed to make her monthly payments regarding her purchase, therefore, according to the terms and conditions outlined, Ms. ********* would not be entitled to any benefits,including the ability to sell or transfer her membership.
  
  In Ms. ********** documents attached to her complaint, she show that she made payments to an entity in ******, none of which show Latitude as the recipient of said funds and to be clear Latitude WAS NOT the recipient of said funds.
  
  Latitude is not associated with any of the entities,Latitude regularly sends out communications to its owners reminding them to never remit funds to a Mexican bank.  Our terms and conditions for transfer are very clear in our documents.
  
  It is unfortunate that Ms. ********* chose to send money to an unverified bank in ****** and did not contact Latitude at one of our authorized numbers or emails regarding this transfer prior to making it.
  
  Ms. ********* stated that her desired settlement is refundand although customer satisfaction is a priority at **********************, we are unable to refund funds we have not received.  ************ would need to contact the individuals at the numbers and emails she dealt with in order to facilitate a refund from them.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22163832
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *********

  Customer Answer

  Date: 09/12/2024

  I reject the answer:

  1.  Contract Amendment and Refund: *****, the Director of Operations, amended my contract and refunded $772.22 on May 1, 2022. This adjustment and refund were documented in writing.

  
  2.  Payment Discrepancy: I made payments based on wiring instructions I received from Latitude Vacation Club, but Latitude claimed they did not receive these funds. I have the email confirming the wiring instructions from Latitude Vacation Club.

  
  3.  Verification of Communication: I verified that the communications, including the email and phone interactions, were with legitimate Latitude Vacation Club employees, including Ms. ***** I used the provided contact number *************) to confirm the legitimacy of the communications.

  
  Given this information, Latitude Vacation Club is responsible for resolving the issue since I acted in accordance with their provided instructions and verified their legitimacy.

  Business Response

  Date: 11/12/2024

  In Response to Ms. ********* most recent concerns:

   

  Unfortunately these wiring instructions were to a bank in ****** with no affiliation to Latitude Vacation Club and appear to be an unscrupulous organization.

  Our Agreements give clearly defined instructions regarding payments, payoffs and transfers of accounts.  None of those instructions were followed.  Additionally, we send periodic emails to our customers reminding them of potential fraud alerts, and each one includes instructions to NOT wire money to *******  The type of transactions Ms. ********* describes in her complaint are not the type of transactions Latitude Vacation Club would partake in or would be reasonable for our business operations.
  
   It is our recommendation that Ms. ********* contact HiperViajes to request her money back.
  
  Latitude Vacation Club cannot refund monies that they did not receive; however they will be happy to talk to Ms. ********* on alternative resolutions to her issues if she would be interested.

  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22163832
  
  I am rejecting this response because: As I previously mentioned, the wiring instructions came from a latitude vacation employee.  I provided the emails and the wiring instructions I received from an employee at Latitude.  I also called and spoke with Latitude prior to wiring the money.  So the response is not acceptable.  A latitude employee gave me the wiring instructions and the information on what i needed to do to sale my membership.  
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 11/19/2024

  Unfortunately our answer remains the same.  It was not a representative from our company, nor was it our account that any monies were wired to.  

  Business Response

  Date: 11/20/2024

  Unfortunately our answer remains the same.  It was not a representative from our company, nor was it our account that any monies were wired to.  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22163832
  
  I am rejecting this response because: As I have stated and the documentation I have provided, an employee at Latitude provided the wiring instructions, the emails come from an employee of Latitude Vacation and a latitude vacation email address and when I called Latitude Vacation prior to sending the money, it was verified that the employee that sent me the email and wiring instructions is in fact a Latitude vacation employee,  Latitude Vacation club is liable as an employee of Latitude represents Latitude.  
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:02/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What a joke-We paid $6,999 upfront and financed the additional $6K.Were promised 12 weeks (can exchange for 24 weeks worldwide), 3 cruises, and 6 night getaways for as low as $99.The cruises are a joke. It only saves us $300 from purchasing directly on the cruise website, could save more booking with a travel agent. They still have yet to deposit my week I asked for. Nothing on their website is discounted at all, found better prices on everything (resorts, airfare, cruises, and rental cars)They are no getaways for $99- anywhere- not even for 1 night!!Deeply regret this purchase, of course they didnt send us our login to view anything until after the cancellation period was over!! Seeking a full refund!!

  Business Response

  Date: 03/08/2024

  Customer satisfaction and transparency is very important to Latitude Vacation Club and we have taken great strides in outlining all terms and conditions of each purchase in the documents that each of our clients sign and receive.
  
  To this end, our management team has worked diligently to resolve all of the concerns addressed in Ms. ****** complaint and after several conversations with **************, we have come to a positive, mutually agreeable satisfactory resolution with **************, regarding her concerns.
  
  Our team looks forward to servicing both *************************** and ***************************** with any future needs they may have.