Business Profile

Timeshare Resale and Rental Marketing

Timeshare Resale Market

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Timeshare Resale Market's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:02/10/2025
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 late September/ early October of 2022 we visited ************** in ******. We enjoyed there resort and were received concert tickets as a birthday gift if we promised to attend a meeting for possible ownership. We went and actually like the resort and sales pitch. we knew we had a timeshare already which we were struggling to keep. Our answer was no to a purchase because of the other timeshare. the sales person and his boss made us believe that they can sell out current timeshare. We trusted them because like I mentioned we were struggling to keep the current timeshare. we signed on the bottom line and got an ownership with vidanta resort because of the promise of ***. fast forward and now its 2025. we have not heard anything from *** and Vidanta says there is nothing they can do. I've sent emails and left voicemails and nothing. I blame *** and Vedanta for their dishonesty. the public should be aware of their practice. Right now all we want is a refund for the money we spent in good faith.
Business Response
Date: 03/06/2025
TRM contacted the consumer who stated they were unhappy with the lack of updates received regarding the resale of their timeshare. Once the consumer was advised that they would need to contact the resale listing company they are working with for such updates, and provided the contact information, the consumer stated this would resolve their issue.
Since then, *** has tried to follow up with the consumer to see if their issue was resolved, but no communications have been returned.
Initial Complaint
Date:01/28/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 were directed to this resale company to sell our timeshare and end the contract. When we purchased a new vacation club membership and this company charged us to get out of our timeshare, and stated that the they will be selling it and we would be getting the profits if it's sold. They never contact us back now. And we still are in possession of the timeshare that we paid to terminate.
Business Response
Date: 02/11/2025
Our team has reached out to the client several times to address this matter, however we have been unable to reach them. We are looking forward to hearing back from the client so that we may discuss and resolve their concerns.
Customer Answer
Date: 02/11/2025

Complaint: 22867394

I am rejecting this response because:

i have reached out via text. Email. And formal complaint on their website and have had no results. This was supposed to handled and out of my posession by now but still somehow am the owner. They have my correct number from texting in the past. I do have more screenshots. They never even emailed back after submitting the formal complaint on their direct website.

Sincerely,

***** ******
Customer Answer
Date: 02/11/2025
Additional screenshots
Business Response
Date: 03/18/2025
Though we have not heard back from the consumer, our ************* team is standing by to provide assistance.
Customer Answer
Date: 03/19/2025

Complaint: 22867394

I am rejecting this response because:
Someone from there contacted me and I called them back several times with no answer.

Sincerely,

***** ******
Initial Complaint
Date:12/03/2024
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.
I am writing to file a complaint against Timeshare Resale Market (TRM) for misrepresentation of services and failure to deliver on promised actions.Initial Contact:- TRM contacted me in January 2024 regarding a recent timeshare purchase thru Vida Vacations, offering to help transition ownership of my previous existing timeshare.- The salesperson changed the pitch from transferring ownership to selling the property, increasing fees from $1,800 to $4,000.- They insisted the transfer process was a mistake and that the sale was much better, and the property would sell quickly.- They also promised to cover ongoing fees and provide benefits from the sale.Issues:1. Misrepresentation of Services: - After payment, *** has not followed through with the sale of the property. - No listing is available for my timeshare. - There had been no communication since payment was made. I called multiple times and only after leaving a message on a general mailbox today threatening media escalation did someone finally call back.2. Lack of Communication: - I have been trying to speak with someone for three weeks, leaving messages without success. - An agent only emailed me a copy of the agreement when I reached out, with no confirmation of any **************. - I was able to finally speak to one representative and they advised the issue would be escalated and I would receive a callback, no call after multiple weeks of waiting.3. Failure to ****************************** *** has not provided any evidence of efforts to sell the property. - When I look at the *** website, my property is not even listed.Desired Resolution:I request that TRM either:1. Follow through with the original agreement to transfer ownership of the timeshare, or 2. Provide a full refund of the $4,000 paid for their services.I have attempted to resolve this issue directly with the company but have received no response. I look forward to your assistance in resolving this matter.
Business Response
Date: 12/10/2024
Our ************* team worked with Mr. ****** to help ensure his satisfaction. As we have resolved his issue, we now consider this matter to be closed. While we welcome the opportunity to publicly address our clients'concerns through the BBB, we always recommend our clients first reach out to our ************* department, as we are confident we can address our clients'concerns and ensure a positive outcome.
Customer Answer
Date: 12/11/2024

Complaint: 22633957

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat correct yet not fully satisfactory. The business comment about resolving without BBB involvement is invalid, I had called and left messages with the business for weeks without response, it was not until escalation to BBB that I finally received a callback to review. Also, I have also found that the reason they have not followed up regarding my status is because they have contracted the business out to another party. I have had no interaction with that party since day one either.

That said, they have fulfilled the details as outlined in the contract (to the bare minimum) so I cannot argue against that. I would definitely never recommend this company and would persuade anyone going down this path to avoid.

Sincerely,

******* ******
Business Response
Date: 01/14/2025
Since Mr. ******** original complaint, we have worked with him on reaching a resolution. As of today, Mr. ****** has Maintenance Fee Protection and has paid his dues to renew the benefit, which it appears he is in contact with us to use in 2025. Additionally, Mr. ****** was also offered a discount on the new trade to transfer.
Initial Complaint
Date:10/01/2024
Type:Sales and Advertising 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.
Our dealings with *** came through Vidanta World, when we attended a presentation of theirs in **************. Because we had Hilton Grand Vacations and ********************* we kept refusing but then they said they would take these 2 properties as equity buydown on the price. To make this happen, we were told that we would be dealing with TRM who would take a $2600 transfer fee for each property to remove it from our names. When *** called a week or so later, they came prepared with a sales pitch. Most people take Option A, they claimed, which involved us paying $20000 to list the properties on their high-demand website. They claimed that they were so sure our properties would sell within a ****** period, they would cover our maintenance fees yearly. For us, we saw this as a vested interest in selling the properties. Option B was we pay the transfer fees. The sales pitch was designed to ensure that no one chose Option B which is what Vidanta had directed us to do. The fine print however was that in order to get our maintenance fees reimbursed, we had to give them access to the weeks to rent. There is also an annual membership fee. We didn't realize this until later and they claimed we signed for it using our IP address as proof. We believe this must be a trick where the information was on the page where they took the ** info but we were not made aware of it. Since then, they have been very unresponsive. They recommended the listing price and no one has inquired about the listings. When I ask to change the price (something that is supposed to be instantaneous according to their website) they did not respond for days until I sent angry emails. I asked why they hadn't responded and they did not provide an answer. Vidanta and TRM are running a bait-and-switch scam, getting people in believing they are simply following through with a transfer process but coming out $20000 poorer by the end.
Business Response
Date: 10/15/2024
*** has attempted to contact the client in order to resolve their concerns. We currently have an appointment scheduled later this week to discuss the matter and provide proof to them of their voluntary engagement with TRM.
The client entered into an agreement with *** on May 2, 2024 and paid to retain ownership rights, as well as receive a Maintenance Fee protection benefit. There is a recorded verification on file where they agreed to all terms of the agreement.
On May 20, 2024 the deposit of their Hilton ownership was completed into Maintenance Fee protection. The client has a maintenance fee reimbursement check coming to them in November per the documents they signed for the deposit. Their reimbursement check is in the amount of $1,477.37.
Although the client received contact from a Brokerage regarding interest from a potential buyer to purchase their ****** timeshare, it did not transpire into a full purchase agreement. They were updated regarding this on July 29, 2024.
They called in to make a price adjustment on September ******* which was completed as requested.
Initial Complaint
Date:05/30/2024
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 bought membership from **************, TRM was supposed to handle the transfer of my points from ******************************** to Vidanta for a fee of $1876.00.The rep from TRM called me and convinced me to pay her $3999.00 promising very unconventional ways to handle this transaction. After some discussions, I noticed both ******* and TRM are not making sense on delivering their promises. I cancelled my Vidanta contract and now I expect TRM to refund my funds of $3999.00. They are not responding to my email and phone calls. Please help me to collect my money form them.Thank you! ***************************
Business Response
Date: 05/31/2024
Mr. ***** and ******************* visited a third-party resort ("Developer") and signed an agreement with the Developer to trade their existing timeshare in for an equity credit towards their new purchase (similar to trading in an old car for a discount towards a new car). In order to complete the trade and secure the equity credit given, Mr. ***** and ******************* were contractually obligated to pay Timeshare Resale Market, LLC (TRM) for the costs of the transfer (Trade-in Fee). However, on 11/6/2023, Mr. ***** and ******************* signed a Retention Agreement, which cancelled their obligation to transfer their timeshare and instead pay a predetermined fee to retain the trade-in credit they received from the Developer, as well as buy back the rights to the property (including any proceeds from a sale).

In the Retention Agreement (signed electronically on 2/1/2024), Mr. ***** and ******************* agreed that all funds were fully earned upon receipt and nonrefundable. Additionally, Mr. ***** and ******************* did not attempt to contact TRM or their agent with any dissatisfaction or concerns.

The transaction was completed and Mr. ***** and Mrs. ********************* the Trade-in Credit, TRM waived their right to the Trade-in Fee and TRM returned full ownership to Mr. ***** and *******************. Thus, TRM provided all services and considerations Mr. ***** and Mrs. ***************** to receive in the Retention Agreement, and Mr. ***** and Mrs. ***************** retained the equity credit received for the trade, as well as all rights to the timeshare.

Mr. ***** and ******************* submitted a dispute with their credit card, but it was ruled in TRM's favor. It was then reopened for pre-arbitration by Mr. ***** and *******************, which was also ruled in TRM's favor.
During that dispute, TRM reached out to Mr. ***** and ******************* to inquire about the cause of the dispute and to go over the terms of the Retention; however, Mr. ***** and Mrs. ************;refused to negotiate with TRM, and any efforts to reach an agreeable resolution have been rejected.
Customer Answer
Date: 06/11/2024

In reference to the above mentioned dispute, here is the summary of the reason for this dispute:

We went into an agreement to join in the membership of Vidanta Resorts in ****** with the understanding that TRM ( Time share resale MArket) to assist with off loading our current timeshare at ******* World Market.

After many discussions with Vidanta Resorts, we noticed that there are a lot of discrepancies and misleading in the communications, and there contract we decided to cancel that agreement with Vidanta. Please see attached.

TRM is a 3rd party to this transaction and they( have not performed any tasks or have not provided any services, ) because our original transaction with Vidanta did not go through. Also, we found out with our timeshare company ( **** Market is not transferable ) and we were misled by TRM
Also after we put the dispute, the TRM agent tried to send the agreement to sign
Me and my husband never signed electronically any retention agreement
Therefore,

Please help us to get this issue resolved.

Regards,
***************************
Sent from my iPhone
Customer Answer
Date: 06/11/2024

Complaint: 21778017

I am rejecting this response because:
In reference to the above mentioned dispute, here is the summary of the reason for this dispute:

We went into an agreement to join in the membership of Vidanta Resorts in ****** with the understanding that TRM ( Time share resale MArket) to assist with off loading our current timeshare at ******************** Market.

After many discussions with Vidanta Resorts, we noticed that there are a lot of discrepancies and misleading in the communications, and there contract we decided to cancel that agreement with *******. Please see attached.

TRM is a 3rd party to this transaction and they( have not performed any tasks or have not provided any services, ) because our original transaction with ******* did not go through. Also, we found out with our timeshare company ( **** Market is not transferable ) and we were misled by TRM
Also after we put the dispute, the TRM agent tried to send the agreement to sign

Me and my husband never signed electronically any retention agreement

Therefore,

Please help us to get this issue resolved.

Regards,
***************************
Sent from my iPhone

Sincerely,

***************************
Business Response
Date: 06/18/2024
Our ************* team worked with ****************** to help ensure her satisfaction. As we have resolved her issue, we now consider this matter to be closed. While we welcome the opportunity to publicly address our clients' concerns through the BBB, we always recommend our clients first reach out to our ************* department, as we are confident we can address our clients' concerns and ensure a positive outcome.
Customer Answer
Date: 06/25/2024

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:05/28/2024
Type:Sales and Advertising 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 July 2023, my husband and I purchased a timeshare at *******. Part of the purchase was assistance selling our existing Hilton points through TRM. The reason we purchased at ******* was to be free of the **** maintenance fees. Once we arrived back home, we were contacted by *****************, a "consumer advisor" from TRM to review the "options" for selling our timeshare. Unbeknownst to us, we owed more money! We had the option of paying something like $1800 to have them sell the timeshare points OR we could pay $7,195 for their broker services and keep the profits from the sale of the timeshare. ** said this option was a great idea because our property was valued at somewhere around $30,000-$40,000 and he didn't see any reason why it wouldn't sell for that amount. In hopes that we could recoup SOME of what we had spent on the original **** property and the Vidanta property, we went ahead with that option. It was radio silence for MONTHS. No updates on the status of our sale. We have reached out several times and have lowered the list price of the property in hopes that it would sell. Yesterday, we were contacted by a real estate agent from Timeshare ****** Services with an offer of $100 plus maintenance fees. $100!! That is the offer. When I pushed back and said that it was way too low, the realtor said this is the market value, we are asking $24,999, and other sellers are "selling for a few hundred." So almost 1 year ago when ** suggested we go this route, he knew darn well that these properties were selling for basically nothing, and he still happily accepted our $7,000 by feeding us lies and making it sound like it would be an easy sale and the broker would do everything they could to sell it. This is a complete scam and rip off! Don't do business with these people! Do not give them extra money in hopes they'll go above and beyond for you. They will take your money and do nothing!!! Their practice is predatory and built on promises they have no intention of keeping.
Business Response
Date: 06/11/2024
TRM was working with ******************* to relinquish ownership of their timeshare. After expressing desire to retain that ownership, the consumer signed a Retention Agreement with TRM which would allow them to retain ownership while also keeping the equity value they received towards purchasing the second ownership in July 2023. The Retention Agreement also included a Maintenance Fee Protection benefit on their transaction. By depositing their usage and receiving reimbursement for the maintenance fees, this ensures that they are no longer paying maintenance fees year-to-year. Additionally, there have been multiple inquiries on their property regarding purchase. TRM cannot guarantee a sale price or offer amounts. While TRM is here to assist our clients, it is always the sellers decision to choose a listing price and to decide whether or not to accept an offer and move forward with a transaction.
Business Response
Date: 06/11/2024
We request that you remove the name of the agent referenced in ****************** complaint, as well as any third-party companies identified in the complaint. Thank you.
Business Response
Date: 07/23/2024
In July 2023 ******************* purchased a new timeshare at a resort using equity credit received from the trade-in of her *********************** Grand ************** timeshare (Timeshare). However, ************* later expressed her desire to retain ownership of the Timeshare while also keeping the equity credit received from the trade-in. As a result, ************** signed a Retention Agreement with TRM which would allow her to retain ownership of the Timeshare while also keeping the equity credit received towards purchasing the second timeshare in July 2023.

The Retention Agreement also included a Maintenance Fee Protection benefit on her transaction. By depositing her usage and receiving reimbursement for the maintenance fees, this ensures that she is no longer paying maintenance fees year-to-year. During communications, TRM has reminded ************** of her Maintenance Fee Protection benefit which will reimburse her maintenance fees while the Timeshare is on the market.

Additionally, there have been multiple inquiries on the Timeshare regarding purchase. TRM cannot guarantee a sale price or offer amounts. While TRM is here to assist our clients, it is always the sellers decision to choose a listing price and to decide whether or not to accept an offer and move forward with a transaction.

We encourage ************** to reach out to our ************* team should there still be any concerns and we will be happy to assist.
Initial Complaint
Date:05/07/2024
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.
I was connected with timeshare resale market (TRM) through ********************** of *************** to get rid of my timeshare with Festiva. I was contacted by ********************************* of TRM to begin the process on 3/24/22. I was initially quoted a price of $1,879 to rid me of my festiva timeshare, but ****** then told me if I paid $3,996 I would get back $1879 and all money's received for the sale of my timeshare. She also told me it would be sold before the end of 2022. I stressed the sale time with her because I didn't want to pay anymore maintenance fees or other fees associated with festiva. ****** told me I would not have to worry about paying Festiva. Since then, I checked there website where I do not see my timeshare advertised, and I've called their contact number as well as ******. I have also emailed her as well. I got an email response in May 2023 to decrease the resale amount and haven't heard back since. The calls never go through and when you leave a voicemail no one ever calls back. I haven't received the $1879 nor have I received any updates on the resale. I have now received communications from Festiva requesting Maintenance fees and other fees be paid or I will be subject liens and potential foreclosure. I would like this matter resolved as soon as possible. This process is now threatening my financial status and credit.
Business Response
Date: 05/17/2024
Our TRM agent contacted and worked with ******************** to help ensure her satisfaction. As we have resolved her issue, we now consider this matter to be closed. While we welcome the opportunity to publicly address our clients' concerns through the BBB, we always recommend our clients first reach out to our ************* team as we are confident we can address our clients' concerns and ensure a positive outcome.
Business Response
Date: 05/17/2024
TRM requests that the name of the agent be removed from the complaint if published. Please let us know if anything additional is required to fulfill this request. Thank you.
Customer Answer
Date: 05/23/2024

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, only if the *** holds up to what they have stated. If they are unable to follow through with the agreement, a new claim will be opened. I will allow time for the agreement to be satisfied.

Sincerely,

*********************************
Initial Complaint
Date:02/27/2024
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.
Timeshare resale market called us about our timeshare so they could get it sold by the end of the year. This was March 22, 2022. She guaranteed it would be sold before the end of the year just kept saying over and over. oh, yes, h*** get sold. Yes, I asked to listen to recording of the conversation and they have not sent it to me, they are no longer answering my phone calls. This timeshare was supposed to have been traded with another timeshare in ****** called Vidanta when we got home Timeshare resale market called us acted like we get the profit from the sale of that timeshare for only $4794 to advertise. Lies lies lies!!
Business Response
Date: 03/12/2024
Our ************* team worked with **************** to help ensure her satisfaction. As we have resolved her issue, we now consider this matter to be closed. While we welcome the opportunity to publicly address our clients' concerns through the BBB, we always recommend our clients first reach out to our ************* department, as we are confident we can address our clients' concerns and ensure a positive outcome.
Business Response
Date: 03/12/2024
We respectfully request that, if published, the name "Vidanta" be redacted from the consumer's complaint, so as not to create confusion regarding the services TRM offers independent of this 3rd party company. Thank you.
Initial Complaint
Date:02/12/2024
Type:Sales and Advertising 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.
My husband and I were referred to TRM by ******* in ****** to handle the transfer of our HGV timeshare. On the call with TRM, they "upsold" us to an option 4X higher in cost than what we had been considering at $1896. We were told we were obligated to chose one option or the other that day re our agreement with ******* and ******* said 90% of his folks went with the $7996 option. He rushed us through the online agreement, insisted on staying on the line while we cleared the funds with our credit card and then hurried us through to electronic signature without time to fully review. Within 24 hours, we decided we did NOT want to proceed, realized we had no legal obligation to Vidanta to proceed, so advised TRM of our cancellation in writing via email. We had not yet provided them with the legal deed to our HGV timeshare, so no services could have yet been rendered. Yet, when we followed up with TRM to secure our refund, they advised that "equity had been transferred to Vidanta and the folder was closed" so they could not provide us a refund. They have subsequently made a modest refund offer, but we have not responded. The agreement we signed states that we had "been notified of our right of cancellation" yet we were NOT provided anything within the signed agreement as to cancellation rights. We simply do not want to do business with this company and want to cancel the agreement and receive full refund, as no services were rendered.
Customer Answer
Date: 02/14/2024
Good afternoon and many thanks for your service.
It appears that we have a satisfactory resolution with TRM underway at this time.
We do not feel there is any need for you to pursue this matter further.
With my thanks -
*******************
Customer Answer
Date: 02/15/2024

Good afternoon and many thanks for your service.

It appears that we have a satisfactory resolution with TRM underway at this time.

We do not feel there is any need for you to pursue this matter further.

With my thanks -

*******************
Business Response
Date: 02/15/2024
Good Morning:
Though this complaint has been closed out as satisfactorily resolved, please advise whether a response will be needed in the future. This request is meant to avoid a "Not Answered" notation for this complaint. Thank you for your attention to this matter.
Initial Complaint
Date:01/30/2024
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.
At the beginning of June 2023 I purchased two weeks of a timeshare at Vidanta, part of the purchase was assistance selling my existing Hilton points program through TRM for a cost of 1800. The paperwork stated it would take approximately 150 days for the sale valued by ******* at $75,000. I called to start the process and the senior sales agent assisted in setting a good price and stated she was confident we would get multiple offers quickly. She upsold me on a package that would allow me to keep 100% of the sale and had maintenance fee protection for my Hilton package for $8200. She said I could continue to use the Hilton points until they sold that product and I would have to give them a usage week in return of reimbursement for the maintenance fees. I never heard back from any sales brokers, with the exception of me reaching out to them to only report there was no offer yet. It has been 7 months with no communication on their part, no offers, no advise in how to sell the points plan quickly! In January I paid my maintenance fees with ****** and started the reimbursement process but was then told I had to give over all of my Hilton points to get reimbursed which was not part of the original paperwork. They will not reimburse my maintenance fees at this point unless I give all of my Hilton points vs. the usage week in the paperwork. There is no way I would have signed up to give away ***** Hilton points for aprox $5200, that is way below market value. I called to cancel the advertising of my Hilton program and they stated there was no refund, essentially they could try to sell the property forever with no results and there was no money back if they never do. So at this point 7 months later, I have spent $8200 for no offers on my Hilton points program despite being told it would sell quickly, cannot get the maintenance fees reimbursed as outlined in my paperwork, and there is no evidence they will sell the Hilton property.
Business Response
Date: 02/13/2024
Our TRM agent contacted and worked with ************** to help ensure her satisfaction. As we have resolved her issue, we now consider this matter to be closed. While we welcome the opportunity to publicly address our clients' concerns through the BBB, we always recommend our clients first reach out to our ************************* as we are confident we can address our clients' concerns and ensure a positive outcome.
Customer Answer
Date: 02/13/2024

Complaint: 21219119

I am rejecting this response because: although I did reach out via email and phone and after multiple attempts finally spoke to ****** the senior sales person who sold me the product, all she did was advise me to lower my sales price to help the company sell my high value product. She was very rude, and stated there was no refund, but the company will continue to market my product indefinitely with no guarantee of a sale. And by market let me be clear, all the company is doing is posting my product on their website. She stated if I continue to lower the price it may help get offers, which proves they have no intent of selling it, why else would they basically as ne to give it away.
I do not consider this a resolution, I am more than unsatisfied, and will continue to post the fact that I was promised a quick sale, at a high price, both of which have been farther from the truth. In addition I have experienced the worst customer service of any company I have ever worked with. ****** should be fired for false sales practices and scamming people out of their hard earned money!

Sincerely,

***********************
Business Response
Date: 02/23/2024
Calls are monitored for quality assurance purposes. After reviewing the calls between ************** and the agent she identifies by name in her rejection, there are no findings of any inappropriate language or attitude from the agent directed towards **************,nor does the agent conduct any false sales practices, scamming, or state misleading information. While we understand that it is unlikely the complaint can be removed altogether for these misleading statements, we request that the agents name be redacted from the complaint altogether, as the allegations directed against the agent are unfounded. Thank you for your consideration of this request.
Business Response
Date: 02/23/2024
Timeshare Resale Market has made multiple attempts to address and clarify **************** concerns. Unfortunately,it appears that we are at an impasse and may not be able to provide a satisfactory resolution in this instance.

First, as calls are monitored for quality assurance purposes,and with the knowledge and consent of all parties, we were able to review the calls between ************** and the agent she specified in her complaint. Based on review of these calls, the allegations against the agent are completely unfounded.

The issue here is that the Maintenance Fee Protection benefit is active for **************, but she wishes to receive full reimbursement for 2024 maintenance fees, while only depositing partial points for 2024, which would be contrary to the signed agreement. During her discussions with the agent,************** acknowledged what she agreed to and signed.

Further, ************** completed a verification call shortly after entering into her agreement. During that call, she verified her understanding that we do not guarantee any timeframe for the sale of an ownership during the process, nor do we guarantee a sale price. Rather, it is up to the owner to designate the price at which theyd like to list their ownership and make any pricing adjustments as they see fit.
Customer Answer
Date: 02/26/2024

Complaint: 21219119

I am rejecting this response because: Respectfully, how can anyone read a transcript or put themselves in my shoes to feel the disrespect as a customer that I felt. ****** did state we had a great product, a great price, and her belief it would sell quickly which have been proven to be untrue. I did feel she was rude. I believe she knows her attitude was disrespectful because she actually called me this last Friday February 23 to see how she could help and clarify any of my confusion.
I am not confused, just disappointed and angry that a company can promote quick sales and satisfaction from previous customers and not be held accountable when they do not produce what was promoted.

Sincerely,

***********************
Business Response
Date: 03/07/2024
Timeshare Resale Market has offered resolutions to **************, with the exception of providing a full refund. Our intake department was prepared to assist Ms. ***** with depositing her 2024 usage and receiving $5,698.72 back in maintenance fee reimbursement, but ************** declined. Rather, she wishes to deposit a portion of the 2024 usage but still receive full reimbursement.

TRM does not guarantee a timeframe for a sale, nor a sales price. Although ************** acknowledged she understood everything during the post-agreement verification call, she wants TRM to guarantee to sell it at the price she wants, and we cannot do that. ************** has to negotiate the price with potential buyers and ultimately decide what price will be accepted.

************** stated in a previous response that she will continue to post complaints about TRM, seemingly no matter what we do to address her concerns. It is our intent to provide the services to ************** as outlined in the agreement. We are prepared to assist with her Maintenance Fee Protection benefit at this time and look forward to doing so when Ms. ***** is ready to proceed.

Customer Answer
Date: 03/12/2024

Complaint: 21219119

I am rejecting this response because: there seems to be no resolution to their poor business model. As stated in their response, TRM would like me to negotiate with potential buyers on a sales price. I am happy to negotiate, however that would imply they have buyers and offers for me to consider. That is the issue!! In the past 8 months since I paid for them to advertise the property with ******** stated encouragement that I had a great product listed at a great price and should see offers quickly. I have received NO offers, not one call about a potential offer. How can TRM place offer a resolution that relies on me negotiating offers for a sale if there are NO OFFERS! I am not interested in the maintenance fee protection program. I do understand how that program works, and I am not interested in the points per dollar amount I would get on my return, so that issue is resolved. At this point there is not much the company can do or say to change my opinion of their company or business practices. I truly believe the company's goal is to upsell customers to the 8500 plan in order to fool them into giving away their points so they can make money on the back side of that deal and keep the 8500 as additional revenue. I do not believe they ever will have a buyer for my timeshare product, I do not believe they intended to sell it from the beginning, I do not believe they are doing anything but posting it on their website. At this point I have said all that I can to advocate for myself. I plan on keeping and enjoying my timeshare points and have just accepted the fact that I was scammed out of 8500. I know now to WARN anyone and everyone about this company and move on with my life. Thank you to the BBB for trying to assist, there is no need to continue communication with this dishonest company who in all likely **** has the overhead to just buy the points from me and walk away, but wants to take a sand on the backs of people like myself who believed the sales person.

Sincerely,

***********************

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