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Complaint Details
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Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The business hasn&#**;t provided any services and would like a refundBusiness response
08/02/2024
*******,
Please send us the death certificate and a copy of the deed would be great. In reviewing your account I see we have asked for some documentation and we have received some of it, but there is certain portions of the records you did not send back. We have filed disputes, and engaged with your timeshare company. However, if we have all the documents this would go much faster. We do not want to file disputes without having the death certificate. This can be over within weeks versus months.
Initial Complaint
07/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Have been trying to contact them regarding my account. All of the numbers that i have been trying from past email go to "error, phone is disconnected or does not exist". For the first 8 months all I kept getting was "we are waiting for the timeshare to reply" or "let us know when u get anything from the time share". Passed two to 3 months there has been no communication and now not even the number works. I need my money back. Or for the job to be finished. Which is to get out of a timeshare.Business response
08/02/2024
We are actively working your case. I see in July there was a lot of communication with you. From disputing the credit agencies, to collection firms. I see your case management team has provided updates and your credit portal is updated. Each client has a different timeline. Sometimes these cases are closed within 9-14 months and sometimes they are not. However, we have no clients that wer ein the same or worse situation then when they started once we finished. We do understand this takes a certain level of patience. But rest assured we are with you the whole way and are working diligently to get the results you want. We understand communication is important, but we have a lot of work todo. We send out our update emails and need to get to work drafting, filing disputes, building reports, and negotiating with many companies. We have had advisor solely dedicated to calling an updating clients. Then we did a survey. Would you rather pay for someone to call you and repeated the information we just emaile dyou, or would you rather have them working on your case? Almost all reports came back as, " We can read the email". By no means do we avoid, or neglect our clients, but there are only so many "Experts" in ou organization and pobley only a handful in the entire industry. We take up 3 of them. If you have any concerns or need help please call us. We ar ehere for you.Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hired Consumer Consulting Group to assist my mother with unloading her timeshare at smugglers notch. They advertise that the are experts in this field and can assist. As she is unable to utilize and pay for the increased maintenance that has tripled since the initial purchase 25 years ago. The time share is paid off and we want to Simply return to ownership. They have a guaranteed contract that was paid The first 6 months we had communication, we submitted all paper work , there were returned calls. The last 4 months they have disappeared. We are ghosted. We scheduled 3 calls and no one showed up on zoom call. **************** advised that our representative is no longer with company. I have called 1-2 times a week for the past month no return call I have emailed with auto response that someone will get back us. No return email For the past for months customer service used an excuse that company was moving. It doesnt take 4 months to move. I feel my 84 year old mom got scammed. Please adviseBusiness response
06/03/2024
We have dedicated phone lines which are monitored and answered 24/7. ************ and ******************* are 2 ways to communicate with our staff to get updates or submit documentation. In addition to these two ways of communication we also offer a online client portal. Our online client clients can directly submit messages, and chat. During our process we provide updates via email, phone, or sms. They come every ***** days depending on the stage of the case. Our normal office hours are Monday through Friday from 10:00 AM to 6:00 PM **************** Time.Customer response
06/03/2024
Complaint: 21766948
I am rejecting this response because i have called your customer service over 10 times with no return call, i have set 2 zoom calls with a specialist and both calls no one got on call.i am Ghosted I had to speak to
someone in sales who promised to oversee the call to customer service I was told someone would get back to me that night or tomorrow
they said they would stay on top of my account and promised a return call
A week later still no call
Sincerely,
*****************************Business response
06/07/2024
My deepest apologies but we do not have zoom meetings. Our team is available from 9AM-6PM Monday through Friday, and we have customer support 24/7. Emailing support @ccteam.com or going to your client portal is the fastest way to have updates.Customer response
06/10/2024
Complaint: 21766948
I am rejecting this response because:after submitting the complaint they still havent reached out attempt to update me. They claim they can be reached various ways. Which i have done over a dozen times in the last 4 months including filing this complaint, yet no one has reached out and updated me.
They can reply to your inquire yet they fail to reach out to there client.
Sincerely,
*****************************Business response
06/13/2024
*****,
For months now we have requested you to send the documents that case management has sent to you. I have checked the account and all files, and I see where we keep sending you requests for the further documents, and you open it, but there is no receipt of them completed. We have sent disputes to the timeshare company but a transfer requires the estoppel documents which was sent out 3 times. Once the account has been in default we have to go a different route than transfers. I also see you are not the owner of the timeshare and technically not our client but your parents are.
You now have completed on the BBB which in turn hurts our business, and the people at work here and their families. Placing a one star and extremely brutal since 1 star means we stole your money. In addition to this the documents not being received compalingin online, announcing your have entered into this program publicly is a breach of our agreement. This is to be confidential until a certain point if the account goes to court.
I find this to be extremely frustrating when a client does not send in the required documents in which they agreed to send and signed into contract. Then come later and say we are not doing our job where I see over 40 emails and calls asking for these documents form 4 different case managers.
At this time in accordance of our contract we have no further obligations to you. But that's not how we conduct business. For 7 years I have had 5 complaints and you being the 6th one. I need to finish this job and if you would like that to happen I need the documents I am resending out, and I need you to remove that BBB 1 star.
We have 24/7 answering, a client portal for online access, and we are open in office from 10-6 monday through friday.Also please use our support emials ******************* or **************** The two people you have emailed no longer work here. We are dedicated to canceling your parents timeshare and turning this into a positive experience. Lets get this done.
Customer response
06/18/2024
Complaint: 21766948
I am rejecting this response because:Sent Via: Email (ODR) From: *****************************
From Email: ***************************** To: Subject: More Information Date Sent: 6/17/2024 12:25:17 PM Date Read: 6/18/2024 10:31:28 AM Submitted w/ Complaint: Files listed above be visible when complaint is viewed online.Attachments: I received this email
it is all lies. I have never received email requesting additional docs. I have sent all documentation. The last request was copy of title that i submitted 7 months ago. When i do call customer service and ask for update they tell me someone will call. I never hear back. I responded to the latest email that I have attached and ask someone to call me directly on my cell. No call back. There customer customer has schedule two zoom meeting and no one ever attends meeting.
i actually called as a new client and someone from sales answered and promised that a customer rep will get back to me aftervv bc explaining my situation
again no one called back. I want my money refunded or timeshare returned as guaranteed.
Sincerely,
*****************************Business response
06/25/2024
*****,
We are here to help and have the timeshare cancellation process go as smooth as possible. At this time you ar enot loosing any money to the timeshare developer, We would like to schedule a time to talk so we can address any of your concerns you have. We do not schedule zoom meetings, we do have ****** meet if you are seeking for a video meeting. However, we can book a phone call. This seems to be the easiest. YOu can also call our support team at ************
Initial Complaint
04/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I'm am being harassed by this company that I've never done business with and I have expressed I want no contact from them. They will not stop harassing me.Business response
05/07/2024
This is not a customer. This is a spam message. We have received messages like this from ex employees posing as potential customers and competitors.
This is not a reflection of any experience with our organization.
Please remove.
Business response
05/07/2024
We have reviewed our systems. You contacted us through seniortimeshareexit.com. You requested information on eliminating your timeshare.
We stop communicating once a potential client does not want us to. If does not make any sense to continue to contact someone who does not need our help.
We assure you there is no future communication events regarding your account.
Customer response
05/07/2024
Complaint: 21632507
I am rejecting this response because: I continue to recieve text and phone calls from.this company.
Sincerely,
*********************Initial Complaint
04/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We started this process with CCG in January and signed the contract on the 16th after they promised to help with the cancellation of our timeshare. When we first started we were working with ***************************** that made everything seem easy and straightforward and made us feel comfortable and that we could trust them. I even asked if this was a scam or not because after what we have been going through with the timeshare it was really hard to trust what people told us and she reassured us that it was that she has been working with this company for 8 years and would never be ok with scamming anyone over. Up until we signed the contract the communication was great, after we signed it kinda felt like they disappeared. It started to become hard to get in-contact with anyone, the dates that were given to us that our case manager would call us to discuss the process were not met. We had to reach out for anyone to talk to us. Now its becoming harder and harder to get any form of update. I constantly call them just to get told that the case manager is busy and my message will get escalated but never get a call back. We schedule appointments and confirm via email and never get a call on the time of the appointment nor a follow up as to why they didnt call us. Our emails are never responded to, and not when I email these case managers I get a failure message saying the accounts are inactive. Mind you, no one reached out to us about these changes or that people left the company. Now we dont even know whos handling our case or if its even getting handled. They are not upholding their end of the contract. At this point I want my money back and to cancel this contract with this company. I see that I am not the only one dealing with this same issue. This company is taking peoples money and going **** We had to open a loan of $9,000 dollars and my credit is going down because they told me to stop paying the timeshare company. This company has lied about the service they provide!Business response
05/16/2024
BusinessMost Recent MessageDate Sent: 5/8/2024 5:14:21 PM
This post is the second one a continual harassment by this personal and her partner. She has threatened, and uses intimidation. She has been posting personal information, names, and numbers, and has violated BBB policies for review many times over.Initial Complaint
02/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear BBB Representative,I am writing to file a formal complaint against Consumer Consulting Group regarding a matter of non-rendered services. I believe that my experience with the company has been unsatisfactory, and I have made reasonable attempts to resolve the issue directly with them to no availability.Company Information:Consumer Consulting Group *********************************************** ************ In July 2023, my girlfriend and I sought assistance from Consumer Consulting to exit our timeshare. A month later, our timeshare offered a forfeiture option, which we promptly communicated to *************************** at **************** She acknowledged receipt and mentioned a review. Despite forwarding additional required forms on August 22nd, subsequent follow-*** yielded no response. After numerous calls, *************************** eventually provided some assistance, scheduling a call with *********************** for Jan 17th. However, ***** failed to connect, and attempts to reschedule were met with delays. On Jan 18th, an email expressing concerns received no response. ***** later initiated a call when I was abroad, setting up an impromptu meeting with another associate, Jardin. Upon my return, attempts to reschedule with ***** via email went unanswered. Frustrated with the lack of service, wasted funds, and ongoing billing for services not rendered, we sought legal representation for resolution, further aggravated by the adverse impact on our credit.I appreciate your assistance in facilitating a resolution to this matter. I have chosen to file this complaint with the BBB in the hope that it will prompt a fair and timely resolution.Thank you for your attention to this matter.Sincerely,*************************Business response
04/01/2024
We would like to resolve any concerns this customer has. We pride ourselves in delivering top level service, and honoring our promises we give to each customer. If we have failed to do this we would like to make it right with any customer.Customer response
04/01/2024
Complaint: 21321329
I am rejecting this response because I am extremely dissatisfied with the level of service and attention given to my complaint. On February 22, I received communication from *********************************** requesting a written letter to cancel my service. In good faith, I promptly sent the requested letter via certified mail with a return receipt. Despite this effort on my part, I have not received any further communication or resolution from the company. I followed up in an attempt to address the issue and seek a resolution, yet I have been met with silence and indifference. The generic response provided by the company does not adequately address the specific concerns outlined in my complaint nor does it acknowledge the efforts I have made to resolve the issue. It is disappointing to see such a lack of accountability and dedication to customer satisfaction. I expect and deserve better treatment as a valued customer. I urge the ******************** to take this matter seriously and to facilitate a fair and satisfactory resolution.
*************************Business response
06/07/2024
This client received a refund for their service, and they have been cancelled form their timeshare.Business response
06/13/2024
The customer was refunded.Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid Consumer Consulting Group in full to get my contract with ***************** cancelled or get a complete refund within three years. Throughout my case with this company it has been getting more and more difficult to find out what is being done on my case and especially difficult to reach anyone to talk with about my case. The past week Ive called this company several times but there was no way to leave a message as they would give me an option but then it just rings and rings with no way to leave a message. Ive tried every option to no avail. I ******** messaged them and sent them an email the latest being 12-20-23, but have not received any response.Business response
01/03/2024
*********, we received 7 of your calls on 12.26.23 during the Christmas holiday. On 12/26/23 our office is closed. We notified our clients and provided a holiday answering message advising our open hours. Additionally, we updated our ****** maps and search page to reflect these hours. This has been on ****** for the past 5 years. We are closed from Christmas to New Year. . One of our case managers came in early 12/28/23 and returned your call. You requested your case documents and letters which we emailed to you immediately. We provide top level service where most competitors cannot. We view our service as customers would, and know that our core group who prides ourselves on family values, pure ethics, exceptional standards, and professionalism. We want to continue to assist you and your family during these times of timeshare abuse, and financial struggle. Our team dedicates 100's of hours negotiations, research, legal drafts, and strategy to assist our clients. We do urge you to reconsider this position and allow us to complete the job at hand.Initial Complaint
11/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed on with Consumer Consulting over a year ago. They repeatedly put us off. Several of the folks working on our case have left the *** or passed it on to someone else. We were promised that since there was no money owed on our two time shares that it would be resolved and transferred out of our name quickly (less than 1 yr). We were told not to pay taxes and maintenance fees and they were current. Since we gave them the money several mistakes have been made on their part and papers went to us and back to them. The last being that we were just waiting for the Timeshare company to sign the deeds;however, months have gone by the time allowed for each step. The phone messages and calls that we have left them (over a dozen) have gone unanswered and we do not get any response from them. Our last property tax and maintenance bills have gone to the collection agency and another bill for another year will be coming out soon. We have not been able to use these timeshares or banked weeks since signing and giving money to Consumer Consulting. We are requesting a full refund of our money paid and payment of the taxes and maintenance fees incurred since signing with Consumer Consulting or an immediate completion and finalization of our promise to get these out of our hands and no responsibility by us for Timeshare taxes and maintenance fees since we signed. We are very unhappy with Consumer Consulting practices.Business response
11/27/2023
***************, your timeshares have been removed from your names. This process can vary in time due to many factors such as COVID, and other events out of our control. IN some cases property taxes are still forwarded to the client on the last year of the transfer or termination. This is not the creation of the timeshare company or CCG. This is from the local county of the timeshare developer. Annual county or state property taxes are not in our control. Sometimes they are refunded by the developer, and sometimes they are not. The timeshare developer is transferring 2 contracts and they may not want to be liable for those property taxes. We have requested a negotiation for them, but either way your 2 timeshare contracts have been terminated from your name.
I have attached the transfer and qui claims deeds to tis response.
Additionally we have been working with *** Credit Counselors for coordinate with any debt collectors and accounts being reported on your consumer reports.
At this time we believe to have provided a great service and are still assisting you with nay of these last incidentals. There is no refund in order and we do hope to work with you in solving any issues. We have always been there for you and have provided updates and correspondence. Please contact the client updates team. They are available Monday through Friday from 9AM-5PM. They do schedule appointments so the case managers can e prepared and are able to focus on you and your account. ************
Customer response
11/27/2023
We were told by **************** that once we signed with them no fees were due or would be incurred. We could not use them therefore, we should not pay fees. I wish to have them deleted. I am also unable to print or view these pdf's. I need them in word form.Customer response
12/01/2023
Complaint: 20842977
I am rejecting this response because:
Sincerely,
*********************Business response
04/01/2024
We have completed services for this client.Customer response
04/17/2024
Complaint: 20842977
I am rejecting this response because:ConsumerMost Recent MessageDate Sent: 4/17/2024 12:44:31 AM
The additional information is that we received a letter and telephone message from *************************** stating that the timeshares were transferred out of our name and that the transfers were attached. In Feb 2024 I spoke with *************************** and followed an email regarding our conversation on Mar 8, 2024. We requested verification that this was true and that the tax situation was resolved. We waited weeks until just recently in the end of March 2024 we were told it would be a little that it would be longer. Then just on March 13, 2024 we were told that this was not accepted by Blue Tree. I had to find this out from the collection agency representative, *** and confirmed by *** at CConsulting. This is entirely different than what we we told in writing, by message and by telephone calls with Consumer Consulting. This matter is not resolved. I have lied to repeatedly and you only have a snapshot of what has happened since we gave them $3800. We have been sent to the collection agency, first time in over 50 years. I believe we are being discriminated against, lied to and certainly misrepresented. I would like a formal response to bring this to a resolution.
Sincerely,
*********************Business response
06/07/2024
This is the two deeds transferring the timeshares out of the clients name, and a settlement offer form the debt collector. The client does not have a timeshare, and the final stages of the collection account has been filed for violations of FDCPA, and will be closed if it hasn't already.Initial Complaint
12/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Feb 8th 2022 i signed on with ************************* to help get out of my timeshare. Months have gone by and it seems the company is dissolved, *******'s email is non existent, **** does not answer phone calls or return emails. I would very much want to be refunded my 2850$us.Business response
12/09/2022
Contact Name and Title: *************************
Contact Phone: **********
Contact Email: ****************
*****,
We have recently called you to set an appointment. We have checked out calling system and do not see your call. Please use our main number for support which is ************.
OUr online portal system allows for you to see disputes, and directly message the tea for questions, or assistance. I checked our system and I don't see any missed calls or emails from you or ****** in months. However, outside of our emails updates you should have had calls updates.
There has been many letters sent but we have not received any correspondence from you. Keep in mind you received the responses first. We are also waiting for some additional documents. ***** our credit manager has requests your help many times. Can we please set up a time for MOnday to ghet on the same page?
We want more than anything to deliver you success and ensure you are protected and stress free for this timeshare and more. Please email at **************** for some times MOnday 11:30AM.12PM, 4:PM, or 5:30 PM EST?Business response
12/09/2022
***Document Attached***
Case file and disputes working *****************************************************
See Attachment/File: alainepitrecasefilesworked.pngInitial Complaint
06/22/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
In Feb 2022 we signed a contract with this group to help get us out of a timeshare. We paid $2950.00. The very next day we received a generic email from the resort that if anyone wanted out of the timeshare they would let them for $1000. We took the deal. This was a weekend so we could not get in touch with Comsumer Consulting. I called Monday morning and spoke with Alberto G******* the person that had been assigned to my account. He congratulated me and said he would close my account and work on sending me a refund. Several attempts over the next few weeks were made to get in touch with him because I did not get the refund. I then Tried to contact Mark A******* and others. Finally the end of March, Mark called back. He said that he had fired Alberto for telling me I would get a refund. He then said that because I was told that I would get a refund, he would send a check in the amount of $2300 by the end of the week. I thanked him and waited. I received nothing so I began trying to call and email him. On May 31st he finally sent an email stating that he was waiting for a release from the resort . I answered with the question of what I could to help with that. No response. I then sent him the release I had to help with the refund. After I sent that paperwork, on June19th I got an email from him stating that he would no longer send me a refund.Business response
09/06/2022
Business Response /* (1000, 18, 2022/08/12) */ ***Document Attached*** *******, you signed up with on 2/8/22. We immediately sent out disputes and demands to close your account with QM. On the 10th we received your power of attorney and other documents. However, at this tie QM was already ind ipsute. ON the 14th you receive a release letter from QM. They requested $1000 for transfer of title which is normal in all title transfers. IN our agreement it states once you have engaged in our service a cancellation, termination, transfers, deed in lieu of foreclosure, or deed back is the satisfaction of our service. You paid for results and received them extremely quick. ALl of our clients are ecstatic when they receive their cancellation. Per Our previous conversations we have satisfied our service and we do not believe you are entitled to a refund. We have provided stellar service with results you wanted. We are honored and amazed to have delivered you and Gary the results you paid us for. We never expected you to get out of not pay the timeshare company and not pay us for the service to make that happen. Outside of a refund what would you like to resolve this matter? Consumer Response /* (3000, 20, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) First my name is *******. Second the day after we hired this company, our timeshare sent out a generic letter that anyone who wanted to cancel their timeshare they could for $1000.00 We took the deal and immediately notified this company. They said we would get a refund. They had no time to contact the timeshare and provided no proof of any correspondence with them or any proof that they did anything on our behalf. The owner verbally promised a refund as we got ourselves out of the timeshare. Now they are taking credit for what we did ourselves. They have lied to us over and over. I would like the refund they promised. Business Response /* (4000, 22, 2022/08/23) */ We strongly believe we have completed ou service. However, we do understand due to economic changes consumers have been left with undesirable financial status. This is not our normal process but we are willing to offer a $1200 refund to resolve this matter. This settlement offer is not to be posted online due to the potential increase in request for rebates. This is offer is firm. Consumer Response /* (2000, 24, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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