Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Montecristo Estates ********************** ****************************** We returned from our trip to *********************** on November 23, 2023. Upon reviewing the contract, we discovered several discrepancies. For instance, the agreement states to call ***********************, yet our attempts to reach her have been in vain. We also had questions regarding the contract and what was promised during the presentation. Furthermore, our copy did not have our signatures on it, which is a clear deviation from the agreed terms. Despite our efforts to communicate these issues, the designated contact person did not respond to messages or emails. We contacted ************ Services immediately while waiting for a response through email or phone call from Pueblo Bonito.Undeterred by the lack of response, we continued our daily attempts to contact Pueblo Bonito. In a surprising turn of events, our call to the **************** was answered, but we were informed that ***** was unavailable. We were then directed to communicate solely through email, which we believed would finally resolve the issue.The current situation is that the time to cancel by registered mail has expired. Pueblo Bonito's strategy was to delay their response until that time had lapsed, a clear breach of trust. Their lack of honesty in any interaction is deeply disappointing. Had they been prompt in their communication, we might not find ourselves in this predicament.Despite our relentless efforts to communicate, Pueblo Bonito/ ******************************************* has now resorted to denying any activity on their part. In this dire situation, we are turning to the Better Business Bureau, with the hope that your intervention will help us secure our refund and bring this ordeal to a close.*************** and ************************* contract # ****** ************

  Business response

  06/26/2024

  To Whom It May ***************** response to the complaint filed by ***********************, this really is not an issue with Timeshares By Owner and we have nothing to do with the complaint, as we did not list her timeshare on our website, nor did we ever contact her for any marketing services. Her complaint when reviewing her complaint details only has to do with the Montecristo Estates ***************************** in *******, **. The ******************* are actually located in ******, and it appears that ****************** visited the resort in November of 2023. 

  I would suggest that the Better Business Bureau that could be of most assistance to *********************** would be the BBB located in *******, **. ****************** has never been a client of Timeshares By Owner. We have never been in touch with her and we do not have her listed with us for any purpose or contact.

  Yours Truly,

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

  Timeshares by Owner, Vice-President/ Consumer Analyst Ph: *******************

  Customer response

  06/26/2024

  We want to file a complaint with Montecristo Estates ***************************** in *******, **. We are trying to get a refund for the deposit from this corporation. We tried to cancel within five business days of the transaction. ***********************, who is listed on the contract, has never responded through a phone call or email, leaving us feeling disappointed and frustrated. When I reached the sales department to help us contact anyone who would help with this matter, we were sent to numerous people. They have now ghosted us from all communication. I have a history of phone calls and countless emails to different people regarding this transaction. After reviewing the contract within the five days, we realized that the presentation was misleading and not truthful. We are asking for help in this matter.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 02, 2023 Timeshares by Owner contacted me and I signed a contract to hire them to help sell my timeshare. Upon execution of the contract, I paid the company $3,497 to market the property. That was 15 months ago. Since then, I've had probably another dozen employees contact me and each of them has asked for additional payments to "get into a special showcase" or to "be in the final running" for a sale. I paid an additional $3,039, as I was told this would secure the sale. Every associate that has called me has wanted additional money and over this 15 month period I have not received ONE SINGLE OFFER. I have no proof that the company is actually marketing my property. There have been zero results for $6,536 paid and they continue to call me saying I'm not fulfilling my end of the contract because I no longer take their calls.

  Business response

  06/26/2024

  To Whom It May ************************** style="font-size: 0.875rem;">In response to the complaint filed by *******************************, I understand the sentiment expressed by ********************** in reference to having purchased marketing on March 2, 2023 in the amount of $3497and then followed up by another $3039 on July 13, 2023. The first marketing program was for website/walk-in office advertising (ad #******) and the May '23 edition of the Timeshare Trader digital marketing magazine-- all to market her ****** Place at ****************** timeshare. The website ad remains active and renewed through March 2029. The subsequent purchase on July 13, 2023 was for the ********** marketing program that was for the August ***** digital marketing magazine followed by the September ************************** She indicates that it was supposed to secure a buyer, which it would have had there been a buyer that came forward. The marketing guarantees advertising, but it does not promise a buyer. ********************** mentioned the fact that she was contacted again and again to purchase more marketing and elected not to do that. Another program would have provided a three-month program that would have run during the autumn and would have been known as the Autumn Showcase at yet another cost. It's understandable that ********************** did not want to purchase yet another program without a guarantee.

  Timeshares By Owner sells our clients a number of different marketing programs to successfully move a client's timeshare. Our marketing includes website advertising, the ************************** the ********** program that includes both the Timeshare Trader and ***** magazines, and the three-month Showcase that can be sold for four different seasons of Winter, Spring, Summer and Autumn. The Showcase also includes email blasts that go out to clients that have expressed interest in a particular client's timeshare. We are successful at moving timeshares and we close on rentals at the corporate office all the time. Rentals are also a good way of finding buyers for timeshares. A renter stays at a resort, likes it, and then becomes a buyer knowing they can buy one at a lower price on the resale market versus buying at the resort itself. Our success has provided us with an "A+" rating with the BBB even though we are not accredited. We also receive positive reviews all the time through our successful rental and sales of timeshares. ****** and Reputation.com have provided us with repeated "five-star" reviews because of the service we have provided to our many clients.

  Based on the fact that ******************************* has not expressed satisfaction with the service that she has received through timeshares By Owner, I am more than happy to work with her and provide her with additional marketing at no additional charge. In fact, I will be happy to provide her with the ************************* program and email blasts at no cost. She will also be placed on the "do not solicit" list, so that she is never sold any additional marketing. To further resolve matters, I will also issue a $1520 refund, which was half the cost of the second marketing program. On top of the refund, I will also issue additional marketing that as stated will be provided at no cost. That program is valued at over $3000 and would have been the cost of additional programs that were attempting to be sold to **********************.
  

  If ********************** has any further questions and/or is willing to accept a $1520 refund towards resolving all matters, she can give me a call at toll-free ******************, or just send me an email message at *********************************.

  Cordially,
  *********************
  Vice-President/Consumer Analyst Ph: ***************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a call 12/28/2023 from Timeshare by Owners offering to help me sell or rent a timeshare I own with ********************************. I paid $800.00 and entered into an agreement to Market and promote Property for sale or rent. On February 29, 2024, ***************************** called requesting I pay $1972.00 as showcasing cost. To date, I have not received an offer for sale or rental. Attempts to reach **************** by phone and email are unsuccessful. I have left several messages to no avail. On June 10, 2024, ********************* contacted me with a proposal to pay an additional $3,116.00 for a new option. I refused because this seem to be an organized scam. They have not delivered what was initially promised. The terms keep changing as they seek additional payment via phone calls detailing new options.

  Business response

  06/26/2024

  To Whom It May *************************** responding to the complaint filed by *************************, I understand the sentiment expressed by ******************** in reference to having purchased marketing twice in the amount of $899 on December 28, 2023 and then followed up by another $1972 on February 26, 2024. The first marketing program was for website/walk-in office advertising (ad #******) to market her **************** Villages timeshare. That ad remains active and renewed through June 2027. The subsequent purchase on February 26, 2024 was for the ********** marketing program that was for the March Elite digital marketing magazine followed by the ***** ************************** ******************** also mentioned the fact that she was contacted again to purchase additional marketing that would have included the ******************* a three-month program that would have run during the summer and would have been known as the Summer ******** at a cost of over $3000. It's at that point that ******************** refused to proceed with any further marketing program and only interpreted that it seemed like a scam that she would continue to have to purchase any further marketing programs. While that is not true, I can perhaps understand her interpretation. 
  Timeshares By Owner sells our clients a number of different marketing programs to successfully move a client's timeshare. Our marketing includes website advertising, the ************************** the ********** program that includes both the Timeshare Trader and Elite magazines, and the three-month ******** that can be sold for four different seasons of Winter, Spring, Summer and Autumn. The ******** also includes email blasts that go out to clients that have expressed interest in a particular client's timeshare. We are successful at moving timeshares and we close on rentals at the corporate office all the time. Rentals are also a good way of finding buyers for timeshares. A renter stays at a resort, likes it, and then becomes a buyer knowing they can buy one at a lower price on the resale market versus buying at the resort itself. Our success has provided us with an "A+" rating with the BBB even though we are not accredited. We also receive positive reviews all the time through our successful rental and sales of timeshares. ****** and Reputation.com have provided us with repeated "five-star" reviews because of the service we have provided to our many clients.
  

  Based on the fact that ************************* has not expressed satisfaction with the service that she has received through timeshares By Owner, I am more than happy to work with her and provide her with additional marketing at no additional charge. In fact, I will be happy to provide her with the ************************* program and email blasts at no cost. She will also be placed on the "do not solicit" list, so that she is never sold any additional marketing. To further resolve matters, I will issue an $899 refund, which was the cost of the first marketing program. That means the only fee charged will be in the amount of $1972. And with that, additional marketing will be provided at no cost that equals the amount of the last marketing that was ************************* was attempting to sell ********************.

  If ******************** has any further questions and/or is willing to accept an $899 refund towards resolving all matters, she can give me a call at toll-free ******************, or just send me an email message at *********************************.
  

  Cordially,
  *********************
  Vice-President/Consumer Analyst Ph: ***************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I get several calls and voicemails from them daily for the past two years. They are calling for a woman named *************************, whom I do not know. I have repeatedly informed them that they have the wrong number and have asked that they stop calling. They have not stopped.

  Business response

  06/25/2024

  To Whom It May ***************** response to your complaint, I apologize for the fact that representatives of our company have been calling your number and asking for *************************. The only thing that I can think of that might have caused that problem is the fact that someone had filled out a card that came from us and entered the wrong telephone number under their name. They may have done it purposefully or in error. Nevertheless, that information was forwarded to a couple of our offices and representatives started calling you and then did not correct the issue after being informed. 

  Based on your complaint and information provided, I have now corrected the matter, which should stop your phone number from being utilized by anyone in our company. If by chance, it does happen again, please contact me, so that I can take further action.

  Yours Truly,

  ************************, Vice President/ Consumer Analyst, Timeshares By Owner

  Ph:*******************

   

   

  Customer response

  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

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold rental time share and paid for services of ******* but was never rented as promised. Will not return calls. No updates. My number seems to be flagged to not pick up, every time I call I get advertised recording and no one picks up the hold. The rental was contracted for ******* per week. And according to earlier phone conversations they were still working on it, now when I call I am unable to speak to anyone to get an update.

  Business response

  03/04/2024

  To Whom It May ***************** response to the BBB complaint filed by ***************************, our records indicate that ****************** first purchased marketing through Timeshares By Owner on October 23, 2023 in the amount of $999 to advertise his ************************* on our website and in our walk-in offices. To purchase the marketing program, a contract was signed electronically signed in advance of purchase, and we have been marketing his timeshare since that date. On October 26, a quality control specialist contacted ****************** and successfully complete a quality control call in which ****************** completely acknowledged his understanding of the services that we provided, acknowledging the fact that we cannot guarantee a timeframe in which his timeshare will sell or rent and what the offer amount might be upon receiving an offer. It looks like there was an offer on ********************** timeshare on December 21. It does not appear that the offer was successful. The attempted rental offer took place via email and telephone call. As for telephone contacts with ******************, there were several in November in which there was no option for leaving a message. The representative that attepmted to make contact followed up with an email message 

   

  Business response

  03/05/2024

  In any event, ****************** wants a refund because his timeshare has not yet sold through our services and he believes that there has been a lack of communication. Im sorry that ****************** feels that way, but our records indicate that we have attempted to contact ****************** on multiple occasions, yet in calling him he often does not have an answering machine that is operationaland we are unable to leave a message.  We have followed up with emails on those occasions, yet we still do not receive response. However, we have been able to conduct quality control calls and we have provided at least one offer. Mr. ******** marketing remains active and we have even enhanced his ad with a complete profile and photos to give it more prominence on our website and in our walk-in offices.
  
   
  
  His marketing contract was signed in advance of purchase, and of course we cannot guarantee a timeframe in which a timeshare will sell or rent or for what price, but we have been marketing as guaranteed and contracted. Based on providing the services as said we would, there is no entitlement to any refund. Ill be happy to provide additional marketing in two other programs at no additional cost, which will include our Elite Plus and Showcase programs.
  
   
  
  If ****************** has any questions or further concerns, he can call our ******************** at toll-free ************** or **************. Our ************** that provides offers can be reached at toll-free **************.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Like many other complaints on the BBB site with this company, I have been promised the world and then charged additional amounts for additional advertising, and earlier today I was told by ***********************, phone number *********************, License Number *******. She said I had to pay for the Deed Transfer before they could complete the sale. I apparently had offers ready to submit to me. I had already been on the phone for nearly an hour, so when they sent me the document to sign, I checked the information about me to ensure it was correct and signed. Within minutes of ending the call I reviewed the document in more detail and discovered this is yet another marketing "opportunity" for "seasonal advertising". It has nothing to do with the Deed required. I called ****** back immediately at her ext, and went to voicemail.

  Business response

  02/29/2024

  To Whom It May **************** am in receipt of the complaint filed by *********************************. Our records indicate that ******************** has purchased marketing through Timeshares By Owner on three different occasions. The first purchase took place on September 13, 2023 in the amount of $998 to advertise his Kahana Beach ************* on the Timeshare By Owner website and in our walk-in offices. The second purchase took place on November 3, 2023, and that marketing fee in the amount of $3278 was for the Autumn Showcase, which was three months of advertising in a seasonal program on our website that also included email blasts going out to those that had expressed interest in the Kahana Beach Club or any similar resort. The most recent purchase was for advertising placed into the ********** marketing program that included marketing in the Timeshare Trader and Elite digital marketing magazines-- one monthly magazine following the other.

  Based on the fact that we received a BBB complaint requesting a refund, I immediately had the ********************* of Timeshares By Owner process a refund in the amount of $2878, which has already been fully credited back to ************************ credit card account. While I regret any possible misunderstanding of our services, I regarded the complaint as a cancellation within the ten-day cancellation timeframe and canceled our services as requested, refunding ************************ marketing fee. As for refunding the fees in the amount of $998 and $3278 respectively, ******************** is not canceling those services within the ten-day timeframe, and we have provided the marketing that we said we would. Our guarantee is to advertise a client's timeshare and that is exactly what we have been doing since ******************** purchased marketing from Timeshares By Owner. ******************** signed contracts in advance of purchase, we conducted follow-up calls and we successfully completed Quality Control calls after each purchase in which ******************** fully acknowledged his understanding of our services. 

  I'm sorry if ******************** feels differently, but I am working with the ******************** to see if we cannot come up with some offers that will work for ********************. Once there is an offer, a representative of our ******************** will contact ******************** via phone call and email and inform of the offer(s) that we have. We close on rents all the time through the ********************. In reference to the sale of his timeshare, once ******************** comes to terms with a buyer, we set up the closing services through a company known as *******************, and they will conduct the closing. We only work as a liaison through that process. All closing costs are then paid by the buyer. 

  Finally, as stated, a refund in the amount of $2878 was issued, and there is no entitlement to any other refund based on timeframe and services provided as contracted. If ******************** ever needs an update or wants to make changes to his marketing, he can call our ******************** at toll-free ************** or **************. Our ************** can always be reached at toll-free **************

  Yours Truly,

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

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have a Timeshare (********* Outdoor Resort). My wife and I are disabled and are unable to travel anymore. It is paid off, so we wanted to sell it since we are on a fixed budget. We were called numerous times by representatives of Timeshares by Owner, who promised us that they could advertise it and sell it for us very quickly. We paid $645.00 for their service on 5/13/2022. From that point on, they never contacted us whatsoever! We called them numerous times and finally got a call back. When they talked to us they said, "If you pay a little bit more we may be able to sell your timeshare quicker." They said they were the #1 ************************* and their clients are very pleased with their service. They told us that what we had was very desirable and it would be sold quickly. I did not get (1) call from them in almost 2 years. The only communication we have had was when I called them. My wife and I are senior citizens and we really are sick that we were fooled by this company and are out $645.00!!!

  Business response

  03/01/2024

  To Whom It May ***************** response to the complaint filed by ****** and ***************************, they first became clients of Timeshares By Owner on May 13, 2022 to advertise their ********* Outdoor Resort. The marketing that they purchased was specifically for website and walk-in office advertising. While there has not been an offer on their property, it is not because we have not been marketing the property as contracted. In fact, we also added a complete profile and photos to the ad to give it more prominence. Our guarantee is to market a client's timeshare or campground ownership, which is exactly what we have been doing for ****** and ***************************. As for contact, if they have been attempting to contact the representative that sold them our services, that is not who they should be calling. In the contract that was signed in advance of purchase, in the Welcome Packet that was sent out, and in the Quality Control call that was conducted, three different phone numbers were provided for **************** contact. Two ****** Services telephone numbers are ************** and **************, and the ******************** that provides offers and works with the client from offer to close is **************. As for calls to purchase additional marketing, that is a sales representative trying to sell the Siggias' additional marketing that might trigger that offer that they have not yet received. They should never feel forced into purchasing additional marketing, and I apologize if that is how they were made to feel.

  With that said, I do not want the Siggias to feel like they were misrepresented in reference to the services that have been provided, though I am confident that the representative that sold them our services, *************************, did give them an accurate depiction of what is involved in our marketing. We close on rentals almost every day, up to five in a day, and renters have been known to become buyers. We have even been aware of a timeshare selling within 24 hours through our services. 

  To resolve matters, I am offering a partial credit refund back to ****** and *************************** in the amount of $300, and we will continue to advertise their Millbrook Outdoor Resort in the same program. I will also go ahead and place their property into our ******************** program that includes both the Timeshare Trader and Elite digital marketing magazines. If they will accept that partial credit of $300, they will need to electronically sign a form that is sent to them. Upon receipt of signature on the form, our ********************* will process the refund in the amount of $300, and based on the timeframe, a check will be mailed out to their home address. 

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

  Vice-President/ Consumer Analyst, Timeshares By Owner, Ph: ******************

   

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered into a contract with Timeshares by Owner's Marketing Specialist, Laameisicia *****, on November 28, 2023 at 2 pm PST after receiving the contract through DocuSign at 1:35 PM PST on November 28, 2023. We heard nothing from the company for 3 weeks and I called on December 20, 2023 to ask the status of them selling my timeshare. I was told that I had received an offer, but when I spoke with our Sr. ****** *********** Services Representative, *********************, she claimed that she could not understand why I received the email stating how to accept or decline the rental offer, but not the email with the offer itself. We tried giving her multiple emails and she claimed that she sent the emails each time, but no additional emails were received. She then stated that she asked someone else to send the offer to us through email, but no email or offer was ever received. We called again and left a voicemail asking ****** to call us back and received no answer and no call back. I called and left another voicemail on 2/8/24 requesting a callback by the end of business. I also went looking for the DocuSign email to look for the contract and found that the document was removed by Timeshares by Owner from DocuSign and the sender and information regarding the sender was redacted. I have a copy of the contract saved to my phone and was able to determine all of the information needed to write this complaint. But after paying this company approximately $1,998 for their marketing services, and getting the run around about everything since they've received our money, I believe this company is a scam. At this point, I need either a sale to happen immediately or my money that I paid back.

  Business response

  02/15/2024

  To Whom It May ****************************************** and *************************** are joint clients of Timeshares By Owner and have been marketing their Sapphire Resorts at *********** since November 29, 2023, after paying a fee of $1998 to advertise their timeshare on our website and in our walk-in offices as well as marketing placed into our Timeshare Trader digital marketing magazine. We do not process any fee for marketing until a contract is signed in advance. We also follow-up with a scripted quality control call, in which the client must acknowledge their understanding of the services that we provide. If our services are not understood, then a refund will be processed. In addition to the marketing, I added a complete profile and multiple photos to the client's ad to give it more prominence on our website and in our walk-in offices. 

  In ******************** complaint, she is requesting a refund based on conversations with ****** Services Representative, *********************, claiming that ****** was apparently not responsive enough in providing offers for her timeshare. The emails were certainly being sent, and why they were not received does not make sense. What ****** did was actually go over the offers with the client over the phone. As for not responding, ****** even indicates in her voicemail that if she does not return a call right away, it is because she is receiving a heavy volume of calls and cannot get back to a client as quickly as they may like. She asks that the client please call back again. As for February 8, she has no record of **************** calling her and leaving a message. Also of note, it is the ******************** that provides assistance in regard to offers and we close on rentals almost every day (up to five in a day). The individuals in the ******************** are ******************* and ********************* and they may be reached at toll-free ************. Numbers are provided in the contract that was signed by ***************************, which include a Resolution Hotline. I also have to add that ********************* is the Timeshares By Owner Fraud Specialist and would be considered our most responsive representative, as she could easily have passed the calls from **************** to our Concierge Team, but she made every attempt to respond to her concerns herself. 

  Based on the fact that we have been marketing *****************************' and ******************************* timeshare as contracted, there really is no entitlement to any refund; however, I will offer a $500 partial credit refund to resolve all matters. I will also work with the ******************** to see if we cannot come up with some offers for this client's timeshare. I will also add additional marketing that includes the Elite Plus and ******** marketing programs. Elite Plus includes the Timeshare Trader and Elite magazines with one one-month edition following the other. ******** consists of four different seasonal programs for the four seasons of the year-- this will be one four-month edition with email blasts going out to those that have expressed interest in Sapphire Resorts or properties like them.

  Again, the resolution I am offering is a $500 partial credit and I will go ahead and provide the additional marketing at no cost, along with working with the ******************** on offers. In order to receive the $500 back, the client must sign a Partial Credit Authorization Form-- and simply inform me that they want to proceed with the partial refund either through a response to the BBB or calling ****** Services at toll-free **************. The ************** may be reached at toll-free **************. Another ****** Services number is **************. The Resolution Hotline is **************. Finally, ***************************** and *************************** are placed on the Timeshares By Owner "Do Not Call" list and will not be contacted again to purchase more marketing.

  Yours Truly,

  *********************, ************************************* ************** X321

  Customer response

  02/15/2024

   
  Complaint: 21266729
  
  I am rejecting this response because everything that is stated in the response from the business is absolutely incorrect. ********************* spoke with me and said she had multiple emails that sent the offer from but none of them ever came through to any of the four email addresses that I gave to *********** in order to get the offer letter. *********** gave me a quick explanation of the offer for a rental over the phone with no follow up and no specified dates or any additional required information to make a decision on. I want a full refund of my payment as services have not been rendered, because I have cell phone records to prove that I called and left a voicemail for *********** on the day I placed the complaint with the BBB. The fact that Ive had to file a complaint with the BBB in order to get any response from the business in itself is a problem and shows that they are not truly trying to assist me or actually provide services promised to me. 

  Sincerely,
  
  ***************************

  Business response

  02/23/2024

  To Whom It May Concern,

  I'm sorry that *************************** feels the way that she does in reference to the marketing that she purchased. I stand behind the decision that I made and based on the fact that we have provided the marketing services contracted, there is no entitlement to any refund. In fact, our ****** Services Representative/ Concierge Representative, *********************, actually took it a step further by verbally working with **************** in reference to offers that were received. We continue to provide the services contracted and covered under the contract that was signed in advance of purchase, as well as what was explained in the Quality Control call that took place after the marketing purchase took place.

  As stated, I will provide additional marketing that includes the ******************** Program and the seasonal ****************** program. Though there is no entitlement to any refund, I will still allow ******************************* to sign the Partial Credit Authorization Form in the amount of $500 that was already sent. I will not be offering any additional credit or a full refund of the marketing services that were provided. As stated in this and previous correspondence, there is no entitlement to any refund. My offer of a $500 credit. was an attempt at resolving matters. 

  Finally, our contact numbers are toll-free **************, ************** for ****** Services, and our ******************** is toll-free **************. All calls are returned if someone is not immediately available, and that is most especially the case for *********************, our Senior ****** Services Representative, Concierge Representative, and Fraud Specialist.

  ************************, ************************************** ************** X321

   

  Customer response

  03/07/2024

   
  Complaint: 21266729
  
  I am rejecting this response because ********************* did not work with me verbally on any offers. She informed me that she would be sending an email regarding the offer details and when she claimed that the emails were being sent but never delivered, despite an email coming through from her on how to accept the offer details with no details, a follow up was never provided. My calls have never been returned and everything that ************* is stating in his responses is a template with names replaced as evidenced by the multiple responses with the same words in each response, not only to myself, but to several other complaints. This in itself shows that ************* takes no complaints on his company seriously and is attempting to scam people that are trying to contract his company for actual services. I want a full refund and the contract canceled, especially after they removed the contract from Docusign after we signed it so that we had no record of it and no way to contact them. The only reason I was able to have a copy of the contract was because I saved it to my phone. These are shady business practices and very apparent of a scam. 
  
  Sincerely,
  
  ***************************

  Business response

  03/13/2024

  To Whom It May Concern,

  I'm sorry that *************************** feels the way that she does, and quite frankly I am rejecting her response to my correspondence and my response to her complaint. While she may not like what I have to say, I am nothing but genuine, and I do not utilize a template or AI in responding to clients. Some correspondence may be similar in nature because of similar concerns, but they come from me and it is my writing. If **************** believes that she can achieve her goal of receiving a full refund for which she is not entitled by insulting me and questioning my integrity, I'm sorry but that is not going to work.

  Again, Timeshares By Owner provided the services as contracted and promised and ************, a representative she feels the need to denigrate, put forth every effort she could in responding to concerns expressed by **************** in conversations they both had with each other. Maybe the customer does not believe that the representative did enough providing the services she felt she should have, but I am absolutely in the belief that the representative did indeed go above and beyond in providing necessary services, and we will continue to do so through our ******************** whenever there is an offer of for ******************** timeshare.

  Attached is correspondence directly from ********************* that indicates that she sent emails to ****************** with specific offers, how the process works, what the offers specifically were, and what her work with **************** specifically involved.

  There is no entitlement to a refund; however, as I stated previously, I will be happy to provide a partial credit of $500 to resolve matters and as a courtesy. No more than that will be offered. We will continue to provide offers as they come through, and those offers will come through our ********************, which means that it will be *************************** or ********************* that provide the offers. I do not want ********************* working with **************** any longer in providing offers, which is sad because ****** is one of my hardest working employees, and very good at what she does. She's also our Fraud Specialist and ************* Services Representative. 

  *********************, VP/ Consumer Analyst Ph *******************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was contacted by this company inquiring about the status of my father's timeshare. Long story short, because I was gun-shy from dealing with another company who 'had our best interests' in mind as well, I was told, "THEN GET OFF MY PHONE!!!!"THEY CALLED ME. They were trying to get my business to sell a timeshare and they had zero patience or conviction of commitment. I know it was one employee, but I would not recommend this business based on the fact that that employee represented the face of the company.

  Business response

  02/01/2024

  To Whom It May ***************** response to the complaint filed by ***********************, I certainly apologize for the lack of professional behavior that was exhibited by the representative that had a conversation with ***********************. I would be happy to take more direct action, but based on the information provided, I do not know specifically what representative spoke with **************** or that it was necessarily a representative of Timeshares By Owner.

  In any event, *************************** telephone number has now been added to our "do not call" list, therefore, she should not receive any further contact from any representative of Timeshares By Owner. If **************** would like to contact someone regarding the conversation she had with more specific information, I can be contacted at ******************** or ***************************************.

  Cordially,

  ************************, VP/ Consumer Analyst, Timeshares By Owner, Ph: *******************

   

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to sell my timeshare over a year ago. All they have been doing is calling me every couple months and asking for more money to put my timeshare in a certain show case. I have did this several times and the amount of all my total $8,626. I have not had the first offer for my property. Now they called today wanting $1,878 to do some kind of deed work. I have had enough of their scams and would like for the BBB to help me recover my money. I have all the paper work to show how much I have paid these people.

  Business response

  01/26/2024

  To Whom It May **************** am in receipt of the complaint *********************** filed against Timeshares by Owner regarding his marketing purchases to advertise the sale of his ***********'s ******************* timeshare in ********. **************** first purchased marketing on September 9, 2022 and subsequently purchased additional marketing on November 8, 2022, May 17, 2023, and most recently on August 31, 2023. There was a different program associated with each one of the marketing purchases that included different marketing programs. The first program was for website/walk-in office advertising for which the ad remains activated and renewed through March ****. The programs purchased include website/walk-in office advertising, the Timeshare Trader digital marketing magazine, the Elite Plus that includes both the Timeshare Trader and Elite ********** ****************** that includes three months of seasonal marketing along with email blasts going out to those that have expressed interest in *********** properties or anything like what the client owns. Unfortunately, I do not see that there has been an offer on the client's timeshare, but it does not mean that people have not been reviewing the ad. Our guarantee is to advertise a client's timeshare, which is exactly what we have been doing for ****************. Renters are known to become buyers as well.

  We do have a good reputation of providing offers for our clients and we do generate anywhere between 7 and 12 million dollars in offers on a monthly basis. We, in fact, close on rentals all the time at the corporate office of Timeshares By Owner-- and that's up to five in one day through our ********************* I'm just sorry that it has not happened for **************** as yet. Just because it has not yet, does not mean that offers will not be taking place. Like I said, we close on rentals all the time through our ********************* As for a sale, once the client comes to term with the buyer, we set up the closing services through a company known as Resorts closing *** out of *******, **. 

  To resolve matters in reference to the complaint filed through the Better Business Bureau, I will go ahead, and provide additional marketing at no cost. That means that on behalf of Timeshares By Owner, I will provide the Winter ****************** and the ******************** that includes both the Timeshare Trader and *********************** magazines. I will also work directly with the ******************** in providing offers for ******************** timeshare. It also appears that the last marketing purchase took place on August 31, 2023 in the amount of $500. I will go ahead and issue a full refund of that purchase. All that **************** will have to do is sign a form indicating that he accepts that $500 refund. Finally, **************** has also been placed on the "do not solicit" list, so that he will not be contacted again to purchase any additional marketing ever. 

  If **************** has any further questions, he can always contact us at toll-free ************** or **************. **************** can also call the ******************** anytime to discuss offers on his timeshare. As an Elite Member, we also have an exclusive line that can be reached at (844) 70ELITE or **************.

  *********************, VP/ Consumer Analyst, Timeshares By Owner, Ph: ****) *************

  Business response

  01/29/2024

  
  
  To Whom It May ***************** am in receipt of the complaint *********************** filed against Timeshares by Owner regarding his marketing purchases to advertise the sale of his ***********'s ******************* timeshare in ********. **************** first purchased marketing on September 9, 2022 and subsequently purchased additional marketing on November 8, 2022, May 17, 2023, and most recently on August 31, 2023. There was a different program associated with each one of the marketing purchases that included different marketing programs. The first program was for website/walk-in office advertising for which the ad remains activated and renewed through March ****. The programs purchased include website/walk-in office advertising, the Timeshare Trader digital marketing magazine, the Elite Plus that includes both the Timeshare Trader and Elite ********** ****************** that includes three months of seasonal marketing along with email blasts going out to those that have expressed interest in *********** properties or anything like what the client owns. Unfortunately, I do not see that there has been an offer on the client's timeshare, but it does not mean that people have not been reviewing the ad. Our guarantee is to advertise a client's timeshare, which is exactly what we have been doing for ****************. Renters are known to become buyers as well.
  
  We do have a good reputation of providing offers for our clients and we do generate anywhere between 7 and 12 million dollars in offers on a monthly basis. We, in fact, close on rentals all the time at the corporate office of Timeshares By Owner-- and that's up to five in one day through our ********************* I'm just sorry that it has not happened for **************** as yet. Just because it has not yet, does not mean that offers will not be taking place. Like I said, we close on rentals all the time through our ********************* As for a sale, once the client comes to term with the buyer, we set up the closing services through a company known as Resorts closing *** out of *******, **. 
  
  To resolve matters in reference to the complaint filed through the Better Business Bureau, I will go ahead, and provide additional marketing at no cost. That means that on behalf of Timeshares By Owner, I will provide the Winter ****************** and the ******************** that includes both the Timeshare Trader and *********************** magazines. I will also work directly with the ******************** in providing offers for ******************** timeshare. It also appears that the last marketing purchase took place on August 31, 2023 in the amount of $500. I will go ahead and issue a full refund of that purchase. All that **************** will have to do is sign a form indicating that he accepts that $500 refund. Finally, **************** has also been placed on the "do not solicit" list, so that he will not be contacted again to purchase any additional marketing ever. 
  
  If **************** has any further questions, he can always contact us at toll-free ************** or **************. **************** can also call the ******************** anytime to discuss offers on his timeshare. As an Elite Member, we also have an exclusive line that can be reached at (844) 70ELITE or **************.
  
  *********************, VP/ Consumer Analyst, Timeshares By Owner, Ph: ****) *************

  Customer response

  01/29/2024

   
  Complaint: 21165924
  
  I am rejecting this response because: I have lost $8,626, now they are trying to buy me out at $500! They need to refund all my money, putting it in another showcase is just another scam from this company. It's been well over a year since I've paid these people to sell and have not had one offer. I want all my money back.
  
  Sincerely,
  
  ***********************

  Business response

  01/30/2024

  To Whom It May Concern,

  I'm sorry that *********************** feels the way that he does in regard to the offer of a $500 refund. The reason why I offered a $500 refund is only because that is what the total cost was of ******************** last purchase on August 31, 2023, and we continue to advertise ******************** timeshare. The offer of $500 and providing additional marketing at no cost was simply my attempt at trying to resolve matters, and it was not because there was any entitlement to any refund or any additional marketing at no cost. Each marketing purchase was for different marketing purchases that included website/walk-in office advertising, the Timeshare Trader digital marketing magazine, the Elite Plus program, and ******** marketing. Each program consisted of different contracts that were signed in advance of purchase and were followed up with quality control calls in which **************** acknowledged his understand of our services. The guarantee included marketing and that is exactly what **************** received. We cannot ever guarantee a specific sale or rent of a timeshare within any sort of timeframe or for any particular amount. If **************** had reviewed the contracts in advance of purchase and perhaps had listened to everything that was stated in the quality control calls that were conducted, he perhaps would have understood that. We also have quite a record of success in the services that we provide.

  There was nothing that we did that was a scam or misrepresentation of our services. If **************** chooses not to accept a $500 refund or additional marketing, that is his decision. I made the offer and the offer still stands. I will not be offering a refund of $8,626 because that is what he is requesting. That was the total cost of the marketing he purchased, and he understood that at the time of each purchase. Nothing was certainly forced on him, and all he had to say was "no," We will still work towards providing **************** offers on his timeshare, and I will work with the ******************** in doing exactly that.

  If **************** accepts the $500 refund, I will provide him with a Partial Credit Authorization Form that he can sign and return via email.

  *********************, Vice-president/ Consumer Analyst, Timeshares By Owner, Ph: *******************

  Customer response

  01/30/2024

   
  Complaint: 21165924
  
  I am rejecting this response because: Send the $500 refund voucher and I will look it over before signing it. Not dropping this case until I receive refund or my property gets sold.                        
  
  Sincerely,
  
  ***********************

  Business response

  01/31/2024

  To Whom It May ***************** response to the message sent by ***********************, the form for a $500 refund was sent to his email address today (he had requested that I send it). He can sign it on line and return it to us. Upon receipt, I will go ahead and have our ********************* issue a $500 refund. I cannot guarantee any sort of timeframe in which his timeshare will sell and I will not authorize any refund beyond the $500 already offered. As indicated in the contract, Timeshares By Owner will continue to advertise his timeshare for as long as it takes, as long as his website marketing is renewed per policy.

  *********************, VP/Consumer Analyst, Ph: *******************

  Business response

  02/01/2024

  Date Sent: 1/31/2024 4:11:49 PM
  To Whom It May ****************** response to the message sent by ***********************, the form for a $500 refund was sent to his email address today (he had requested that I send it). He can sign it on line and return it to us. Upon receipt, I will go ahead and have our ********************* issue a $500 refund. I cannot guarantee any sort of timeframe in which his timeshare will sell and I will not authorize any refund beyond the $500 already offered. As indicated in the contract, Timeshares By Owner will continue to advertise his timeshare for as long as it takes, as long as his website marketing is renewed per policy.
  
  *********************, VP/Consumer Analyst, Ph: *******************

  Customer response

  02/01/2024

   
  Complaint: 21165924
  
  I am rejecting this response because: In the agreement on the refund it states that if I sign the contract that I will have to drop all claims and complaints against this company, that is something I'm not willing to do until I get more than just $500 for what I have paid to this company.  
  
  Sincerely,
  
  ***********************

*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. ↩