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:09/07/2024

  Type:Service or Repair 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.

  6 months again I was told there was a 100% money back guarantee. The sales *** told me they have a name and a reputation to uphold. I asked him for this in writing. He said it's on their website and it's on the sales contract I would be signing. 6 months later I received a call from the timeshare and asked them if the received my letter of representation from this supposed attys office. They have nothing. I called ACA and asked them to send me copies of all correspondence sent. They refused. In fact they said they would send me my sales contract but never did. I asked in previous conversations about the money back and they said that's only if this can't be resolved within 3 years. It's a big fat scam. They gaslight you and scam you. I want my money back. I'm going to ******* to help me get my money back.

  

  Business Response

  Date: 09/09/2024

  Dear Better Business Bureau,
  We appreciate the opportunity to address ******************************* concerns and provide clarification regarding the services we provided. We take all client concerns seriously and would like to outline the facts of this case.
  1. Money-Back Guarantees
  ************** claims that she was promised a 100% money-back guarantee. In fact, we offer two separate 100% money-back guarantees, both of which are clearly stated in the service agreement that ************** signed:
  The first guarantee ensures that her timeshare contract will be canceled.
  The second guarantee states that her timeshare will be canceled within 36 months or less.
  We fulfilled our contractual obligation by obtaining a Deed In **** offer within six months, which is well ahead of the industry standard of ***** months for Holiday Inn Vacations.
  2. Claim Regarding Resort Contact
  ************** stated that she received a call from the resort claiming they never received any documentation from our attorneys. In reality, she received an official offer letter from the resort indicating that they would be taking back the timeshare (Deed In Lieu of Foreclosure). ************** subsequently called the resort herself and was informed by a customer service representative that they had no record of our communications.
  It is important to note that resorts often use this tactic through their customer service departments to confuse clients, leading them to believe no action has been taken. This is why, as clearly stated in our service agreement, all resort correspondence is to be forwarded to ACA Group so that we can manage it on behalf of the client. In fact, when ************** called our office on 7.15.24, she was reminded of this requirement. Our case manager documented the call as follows:
  "Client called in very hostile demanding to know when she will see a resolution to her case. Went over timeline of her case, client is aware this is not an overnight process to cancel these legally binding contracts. Client has been receiving correspondence but stated she doesn't have the time to forward us anything, that is why she hired us to take care of it. Provided our text number to make it easier for her. Client knows to forward us anything she receives and knows when her next update will be."
  By not forwarding the correspondence from the resort, ************** delayed parts of the process.
  3. Status Update from Attorneys
  On 8.22.24, the attorney handling **************** case provided the following update:
  "Greetings ACA,
  The resort told us the *** offer letter will be mailed on 7.10. Although we were not forwarded the letter, we just accepted the offer. Please be sure your client lets you know when they receive the actual *** documents.
  Thank you."
  This update reinforces that the resort had mailed the Deed In **** offer, and we successfully accepted it on behalf of **************, despite not receiving the letter directly from her. We strongly encourage clients to allow our attorneys to handle all resort communication to avoid unnecessary delays or confusion.
  4. Request for Copies of Correspondence
  ************** also mentioned that we refused to provide copies of correspondence sent to the resort. This is not accurate. We did not refuse her requestin fact, we promptly made the request for the attorneys to provide proof of correspondence, and ************** was cc'd on the email. However, the documents from the attorneys may come redacted to protect proprietary methods and strategies used during the cancellation process, which is standard procedure in timeshare exit cases.
  5. Sales Contract Request
  ************** states that she never received a copy of her sales contract. Our records show that every client, including **************, is automatically sent a copy of their service agreement upon signing. Additionally, when ************** requested another copy on August 7, 2024, we promptly sent it to her. We are always happy to resend these documents when requested.
  6. Allegations of Scam and Gaslighting
  We strongly refute **************** allegations that our company is engaging in a "scam" or gaslighting. The facts demonstrate otherwise. We fulfilled our contractual obligation by obtaining a Deed In **** offer within six months, which is well ahead of the industry standard of ***** months for Holiday Inn Vacations.
  We take pride in our work and strive to assist clients with professionalism and transparency throughout the process. **************** timeshare contract will be canceled efficiently and within the terms of our service agreement.
  7. Conclusion
  We understand that ************** may be frustrated, but we have successfully delivered the service she contracted for. We remain committed to assisting ************** with any further questions or concerns and will continue to support her through the final stages of her timeshare exit.
  Thank you for allowing us the opportunity to clarify the situation and provide the facts regarding **************** case.
  

  

  Business Response

  Date: 09/10/2024

  In response to the complaint filed by ***************************, we are providing additional documentation to support our case and demonstrate that we have fulfilled our contractual obligations. Please find attached the correspondence between the attorney representing ************** and her timeshare resort, ************
  These documents confirm that ACA Group and our legal team have actively worked on **************** behalf to secure the cancellation of her timeshare contract. This includes obtaining a Deed In Lieu of Foreclosure (Deed Back), which was finalized within six monthswell ahead of the guaranteed 36-month timeframe.
  We believe this documentation will help clarify the situation and reinforce that ****************** allegations of inaction are untrue. If you require any further information or documentation, we are happy to provide it.
  Thank you for your attention to this matter, and we appreciate your cooperation in resolving this complaint.

  Customer Answer

  Date: 09/10/2024

   
  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:08/12/2023

  Type:Customer Service 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.

  ACA has called my house several times using various numbers. I have asked to be taken off their contact list and physically stated, "Do not contact me again." The caller would not provide their name when asked during four of the last interactions, each time requesting they quit calling my number and to remove my information. Currently, I am not seeking further action, I just want to be removed from their contact list. If it continues, I am going to seek further action against ACA.

  

  Business Response

  Date: 08/20/2023

  Dear ********************,
  I am deeply sorry for the inconvenience you have faced due to multiple calls from ACA, especially after you have made your preference clear. We acknowledge the importance of respecting the wishes of Timeshare Owners, understanding that they may change their mind regarding their desire to exit their timeshare or might have already identified a solution for their needs.
  Your feedback is invaluable to us, and I assure you that we have taken immediate steps to rectify this situation. Your information has now been removed from our list of potentially interested clients. We genuinely apologize for the oversight and for not upholding the standards of respect and professionalism that we strive for.
  Please be assured, you will not receive any further communication from us unless you express a need for our services in the future.
  Once again, our sincere apologies for the disturbance caused, and thank you for bringing this to our attention. We aim to always be a source of relief to our clients and never a burden.
  Warm regards,
  ACA GROUP
  
  
  
  

  Customer Answer

  Date: 08/23/2023

   
  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,
  
  *****************************