Business Profile

Timeshare Resale and Rental Marketing

Timeshares By Owner

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Initial Complaint
11/02/2022
Complaint Type:
Product Issues
Status:
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.
In January, 2022 I was contacted by a salesperson from Timeshares by Owner about selling/renting my Wyndham timeshare. I was interested in selling but was convinced to try to rent while my ownership was marketed for sale. I was skeptical because they asked for money up front rather than taking a commission of any rental/sale (like*******), which would better align our interests and motivate them to rent/sell my ownership. To help ensure I was not being scammed, I asked for a guarantee to at least get my initial fee of $1,745 back in rental income within six months. My contract states, "Owner will have offer within 6 months equal or greater to marketing fee or marketing fee to be refunded - $2400 per 100,000 points available for rent." This ensured I would get a legitimate offer for the specified amount to cover my marketing fee within six months or that fee would be refunded. The initial quality control person would not sign off on that guarantee so I had to get approval directly from Kevin W****, VP. I received numerous rental inquiries but none of them were equal to or greater than the amount promised in my contract and none actually materialized into a rental offer. I responded to dozens of inquiries stating we had availability and were eager to rent, but then never heard back with an offer, which causes me to question the legitimacy of the inquiries to begin with. Having had zero rentals for six months, I reached out to the VP Mr. W**** in July to ask about the guarantee and refund and he has continually ignored my requests. For almost four months he has failed to return any of my phone calls and his only response over email was that it's not his concern and he has others beneath him who will help me, although all of them have told me only he can resolve this since he was the one who approved the contract to begin with. Having had no resolution to my issue for several months, I am now hoping the BBB can help me simply receive what I was promised in my contract.
Business response
01/04/2023
Business Response /* (1000, 5, 2022/11/10) */ Contact Name and Title: Kevin W****, VP Contact Phone: 888-707-8463 X321 Contact Email: kw****@timesharesbyowner.com I have already provided a response to Mr. ********* in a response that took place a few days earlier than the receipt of his BBB complaint. It consisted of the following: "When you purchased our marketing program on January 12, 2022, you paid a marketing fee in the amount of $1749 to advertise your one-million plus points on our website and in our walk-in offices. Since you first purchased marketing through us, there have been at least 100 offers presented to you from our Concierge Department. The first offer took place on February 22, 2022 with an offer of $800 for a rental in Las Vegas. A subsequent offer took place on February 23 with a $2000 offer for week in south Florida. An offer on February 25 was for $2500 in the Myrtle Beach area. Offer after offer since that date have been in the range of $1000 to $3500 depending on location and points usage. All rental requests presented have been geographically in locations that you would be able to find Club Wyndham resort properties. It does not appear that you have thus far been successful at renting out any of your points through our services, which I have difficulty understanding, especially considering the fact that you have well over one-million points of availability. We have clients much like you that have over one-million Club Wyndham points that have successfully rented out their timeshare time and time again. One particular client has earned over $40,000 in offers by renting out his Club Wyndham points over the last three years. Clients that are the most successful are those that are the most flexible in regard to rental pricing. In your correspondence, you have indicated that you are entitled to a refund based on the fact that there was an addendum to your contract that indicated that you would you would receive $2400 in a rental fee for 100,000 points usage within a six month timeframe. On your contract in the original Owner's Profile, it stated that the "Owner will have offer within 6 months of equal or greater to marketing fee or marketing fee to be refunded - $2400 per 100,000 points available for rent." The way that I view the verbiage is that within six months of your initial advertising, we need to provide you with an offer of at least $1749 within the first six months. Just based on what was offered in rental fees on February 23 and February 25 (shown above), we certainly exceeded that expectation. As for $2400 per 100,000 points, that is simply information that would be written into the profile as a basis for ov***ll pricing, but all prices are open to negotiation--and 100,000 points is not a points configuration that Club Wyndham ever utilizes (gen***lly there's 77,000, 87,000, 121,000, 154,000, 210,000, etc). Certainly rental prices offered at any rate higher than the marketing fee paid meets the minimum criteria of the agreement. Ov***ll, there have been over 100 offers presented in all and at least 70 in the timeframe of the first six months. Just having success with a small percentage of the offers presented could have proven to be very lucrative if you had been perhaps a little flexible in the rental pricing. Based on the offers presented by our Concierge Department, the criteria of "offer within 6 months of equal or greater to marketing fee" has been met. In addition to the one ad that was included in your marketing fee, I did create a second ad for you to give your marketing more exposure. Ad #****** advertising your 1,105,000 points is your first ad. Ad #****** was an ad that was created to market the Wyndham Club Access Wyndham Destinations Points advertising over one-million points. Ad ******* was created later for more exposure to advertise your points under Club Wyndham Grand Desert. To locate your active marketing on our website, just go to www.timesharesbyowner.com and once on the site, at the top of the opening page, you will see a blank bar underneath verbiage that says "Search 1000s of Timeshares for Rent or Sale." Just enter ******, click "search" and your ad will pop up. Then click "View Details" and a close-up of your ad will appear. It is exactly the same process for ad *******. If you ever need an update or want to make changes to your marketing, do not hesitate to contact our fully staffed Client Services Dept at toll-free ********************************* Our Concierge Department that provides offers and works with you can always be reached at toll-free **************. As an ***** member, you also have exclusive access to our ***** line at *******************************. Finally, I have placed you on the "do not solicit" list, so that you are not contacted again to purchase more marketing." I stand behind my response to the complaint; however, Mr. ********* did not agree with my response based on the fact that his meaning of "offer" apparently does not match mine-- that from his Oxford dictionary meaning of the word. When I review the Merriam-Webster version, there are any number of meanings for offer that meet the criteria of the offer we utilize in our policies. Mr. ********* was presented with multiple offers of which some met the criteria that was added to Mr. *********'s guarantee. Timeshares by Owner has a guarantee to market a client's timeshare and that is essentially the only guarantee we have. If we have possibly not changed a rent or sale price, not immediately returned a call, or not provided an update, I apologize if indeed that has happened, but that does not in any way entitle someone to a refund. We advertise as contracted, provide "offers" as received and it is for whatever offer we receive no matter what may be the listed price. Obviously Mr. ********* is aware of that, just based on the various offers that he has received. Again, there is no entitlement to any refund. Mr. *********'s marketing has been effective and he has received numerous offers to date-- and I am sure, he will continue to do so. Kevin A. W****, VP/ Consumer Analyst, Timeshares By Owner Ph: (888) 707-8463 X321 Consumer Response /* (3000, 7, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. W****'s response is very disappointing. We could certainly quibble over definitions of the term "offer," so perhaps it's best to let a court of law decide what an appropriate legal definition is. What is more important, however, is the intent for which the guarantee in my contract was made. As I mentioned in my first complaint, when I was speaking with the salesperson, Alex V***, I was extremely skeptical regarding the procedures for Timeshares by Owner (TBO) and doubted I would earn my marketing fee back in rental income. We agreed upon a guarantee to ease my fears and as a way for them to stand by their service, which I understand was out of the norm for TBO. In fact, it was so exceptional the first manager, Ms. L****-L****, would not approve the guaranteed contract during the QA process and referred me back to Mr. W****. I then had a direct conversation with Mr. W**** who was fully aware of my concerns and knew the purpose and intent of the guarantee, which was to ensure I received my marketing fee back in the form of rental revenue within six months or it would be returned to me. His most recent interpretation that it was simply to receive an "offer" in that time is contrary to our previous discussions and understanding. If the language in the contract was intentionally worded to be ambiguous or to not reflect our agreement, then that is considered fraud and could result in criminal consequences. I believe the phone conversations between Mr. V***, Ms. L****-L****, and Mr. W**** and myself are all recorded, so perhaps we need to review those to remind Mr. W**** of the purpose and intent of the guarantee in hopes he will honor it. Another inaccuracy from Mr. W**** is the mention of the expectation of $2,400 for 100,000 points, which was in no way intended to be, "simply information that would be written into the profile as a basis for ov***ll pricing." That number was provided to me by Mr. V*** as a reasonable expectation for what TBO could provide and was specifically included to guarantee the minimum "offers" that would qualify under the guarantee. While it is true I received many "inquiries" from potential vacationers, none of them qualified based on the revenue AND cost to me to ensure I receive the amount of my marketing fee. Mr. W**** simply stating I received an "offer" of $1,000 or $2,000 is only part of the equation, since the cost to me is what actually determines the amount of income I would receive to cover my costs. None of the inquiries I received from January until now have met the criteria guaranteed in the contract of $2,400 for 100,000 points. However, I responded dozens of times positively with availability and a willingness to satisfy the budget requirements of the apparent vacationers and NEVER heard anything about them again, which hardly qualifies as a valid and binding offer. If I'm presented with an opportunity and accept yet never hear back, how can they possibly consider that a valid offer? Only one time did we actually ever make it to the Docusign contract stage, which constitutes an actual "offer," and that was for $350 at a cost to me of $342, which I agreed to simply to try to have at least one successful transaction. Unfortunately, even that fell through. Even though none of the inquiries individually satisfied what I was told to expect during the sales process, I was willing to accept less in hopes the aggregate of multiple successful transactions would help me earn my marketing fee back. I have yet to earn a single penny from my relationship with TBO and Mr. W****'s apparent surprise that is the case sounds disingenuous, since he is fully aware of the normal op***tions and int***ctions with owners. In addition, there was a stretch of approximately three months when I never received any communication or inquiries from TBO, so it's disappointing to hear how Mr. W**** can feel satisfied with what they've done since January to fulfill the expectations I was told during the sales process. Mr. V*** was the one who told me to expect a sales price of $.23 per point, and a rental value of $2,400 per 100,000 points, which is why that's included in the guarantee in the contract, and I am simply trying to hold them to the expectations they set, which was the entire purpose and intent of the language included in my contract. Mr. W****, Ms. L****-L****, Mr. V***, and every other TBO employee with whom I've come in contact are aware of those expectations, and since they have yet to follow through with any of the promises I was made, I believe I am entitled to a full refund of my marketing fee immediately. If I were cynical and thought the worst of those involved, I could see how I was just given promises and expectations detached from reality to get me to pay Timeshares by Owner money, even though they know those promises were unlikely to be fulfilled, and now they are going back on their word. If they were truly concerned about helping customers like me be successful renting their timeshares, then I would think the complete and utter failure in that regard would motivate them to make things right, stand by their service, and refund my money when they are unable to live up to the promises they made. If Mr. W**** and TBO were only concerned about scamming me out of my marketing fee, then I would expect them act exactly as they are acting. I truly hope I am wrong in this regard and am only asking them to honor what they promised me for failing to provide me with any rental income since January. Business Response /* (4000, 9, 2022/12/01) */ To Whom It May Concern, I and/or representatives of the Client Services Department, have discussed all of the issues of concern by****** ********* in regard to his complaint against Timeshares By Owner. I'm sorry that he finds my response disappointing, which I only assume is because I do not agree with him that he is entitled to a full refund of his marketing fee. I see that there is a tacit threat that he will pursue legal action if we do not issue a full refund. He further states that we did not meet the guarantee that was provided to him from us. I'm sorry that he feels that way, but I do believe that I more than adequately responded to all of the issues that he presented in the first complaint that he filed, and I wholeheartedly believe that we provided the services as contracted--and actually went beyond those services. Dear Ms. Yes the agreement that was provided to Mr. ********* from Timeshares by Owner did go beyond any type of guarantee that Timeshares by Owner will ever provide. Our guarantee is to advertise a client's timeshare for rent through rental contracts and we add on the sale price at no additional price. In reference to what is allegedly my interpretation that Mr. ********* describes, I do not believe that there is an interpretation at all, as it actually clearcut in my opinion. The contract that he signed had an addendum that states as follows: "Owner will have offer within 6 months equal or greater to marketing fee or marketing fee to be refunded-- $2400 per 100,000 points." We certainly met that criteria. We had actually provided an offer that met the criteria of at least $1749 (Mr. *********'s marketing fee) on February 23 (a $2000 offer) and 25 (a $2500 offer) respectively. The addendum to the contract signed by Mr. ********* referenced an offer and did not mean that it had to be a successful rent. And certainly we have tried and continue to provide offers as recently as Nov 29. Club Wyndham resorts are popular properties and we close on rents all the time with clients that own such properties. Why it has not worked out for Mr. *********, I do not know, but most such clients are very flexible. As for the $2400 per 100,000 points, that's something in the profile that cannot be determined and Club Wyndham does not ever utilize a configuration of 100,000 points-- and none of it has to do with whatever expenses Mr. ********* may have associated with the rent. It is based on the actual agreed upon rental fee-- and that is what would be provided to Mr. ********* via check from Timeshares By Owner. We go through this process repeatedly with a great deal of success. If Mr. ********* wants to be technical, an offer above $2400 would meet that criteria, except that it will always vary as to how many points may be utilized (again there is no 100,000 point usage for a Club Wyndham). Mr. *********, at latest count has received 105 offers since January 13, 2022. In the first six months from January 13 to June 13, there were 63 offers. That's 8 to 13 offers a month. Mr. ********* is a Club Wyndham owner and should understand Wyndham resorts and how their points work; and there is nothing ambiguous about our contract. Just because Mr. ********* believes it is ambiguous does not mean that it is. How any of this can be determined as fraud does not register with me, nor could it result in criminal consequences. Mr. *********'s signature on a contract was not forced by any means and quality control calls were conducted of which he acknowledged his understanding of our services. I conducted a quality control call, and if the quality control failed, I would have ensured that a refund was issued Finally, our guarantee is to advertise a client's timeshare and that is exactly what we have been doing and continue to do. We have tremendous success, but we provide no guarantees beyond the marketing that we provide. Again, there was an additional guarantee given to Mr. *********, but we met the criteria of that guarantee. I'm sorry if Mr. ********* feels differently, but we have lived up to our promises. In fact, additional marketing is being provided at no additional cost; i.e., the ***** Plus marketing program and the Winter Showcase, which provides two digital marketing magazines, a three-month program online and email blasts that are provided to those that have expressed interest in Club Wyndham resorts and points. For an update anytime, Mr. ********* can call our Client Services Department at toll-free*********************************. Our Concierge Department that provides offers can be reached at *************** and the exclusive ***** line can be reached at ******************************. Kevin W****, Vice-President/ Consumer Analyst, Timeshares By Owner
Initial Complaint
10/13/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Initial transaction with Time Shares By Owner was on 10/4/2021 for an initial payment of $1485 supposedly for putting my time share in their system and setting up for Rent or sale. Then 12/7/2021 there was another payment of $1998 supposedly for putting my time share in a different market area. March 18, 2022 received a call from a different "department" for a supposedly different "service" that would provide more advertising exposure so I fell for that one too to the tune of $2100. Then July 18, 2022, I received another call from another "department" that supposedly deals more with sales rather than rental so I stupidly forked over another $2100. Am now into this for a total of $8581. Now I received another call yesterday, October 12, 2022, from supposedly yet another "department" (this time something to do with Market Trader) and now they want another $3598. But the funny thing is about this latest call, I received an email on 12/31/2021 that said "We are pleased to welcome you to be part of our diverse Timeshare Trader Magazine". They have forwarded offers to "rent" for ridiculously small sums which were not worth my time and effort because they DO NOTHING on the paperwork even for a rental. The time share owner has to do all the legwork that includes calling the resort, verifying the availability, making the reservation, etc.. Their standard phone ploy for all this more money is "we're doing something additional" or "you'll get your money back at the closing because all these fees are added to the sales price" and they always start a conversation out by saying "We have good news, do you have a few minutes?" but it's always the same thing.. give us more money so we can can do "more" to close this deal. But adding all these "fees" only drives the sales price higher making it impossible to sell. My husband was right and I never should have done anything with this company. The "stupidity" stops here today. Don't make my mistakes. This is a total scam!!!
Business response
11/14/2022
Business Response /* (1000, 5, 2022/10/19) */ Our records indicate that Ms.******** has been a client of Timeshares By Owner since October 4, 2021, having purchased marketing to advertise her *******'s Tortuga Club in the Cayman Islands. The first purchase was specifically for website/walk-in office advertising that remains active to this day with complete profiles and photos added for more prominence. Subsequent purchases took place on December 6, 2021, March 17, 2022 and July 15, 2022 to market the same timeshare in the Timeshare Trader, the ******************** Program (that included both the Timeshare Trader and ********** digital marketing magazines) and then the Showcase marketing program that included three months of the Summer Showcase and email blasts going out to those interested in the *******'s or something similar. All purchases require a signature on a contract before we can process the fees. Each of Ms.********' contracts were signed in advance of the purchase. Along with signed contracts, complete quality control call were conducted in which Ms.******** fully acknowledged her understanding of our marketing program and its terms and conditions. If there was a lack of understanding or acceptance in the quality control call, a full refund of the marketing fee would have been processed. In the contract, the ten-day cancellation timeframe was fully explained and there is no record of any notice of cancellation coming from Ms.******** within the ten-day timeframe as required in the contract. In Ms.********' complaint against Timeshares By Owner, she is requesting a refund and expresses concern over the fact that she has been repeatedly contacted to purchase more marketing-- and that she has actually purchased the marketing. She claims that she has to do all the work for these additional programs and that the offers have not been worth her time. In response, we promise to provide all offers no matter what they are. There are multiple marketing programs that can be sold to a client, and each program is not required after the first one is purchased, which will always include website/walk-in office advertising. Beyond the website, programs include the Timeshare Trader, **********, and Showcase-- and all provide something different with additional exposure. As for working with the Concierge Department, they will handle the rental transaction, but because we are not part of the resort that is being advertised, we cannot set up the week. The client has to determine availability, which is done like they were using the resort themselves, only having a guest staying in their place and being paid a rental fee to do just that. The total agreed upon fee is provided to the client and we do this over and over again with numerous clients. We are very successful and have a great team that closes on rentals all the time. As for the resale of a timeshare, we do not do the closing, but we work with a closing company that does the work once a client comes to terms with a buyer. We of course will act as a liaison through the entire process. In fact, Ms.******** has received offers through our concierge department. Renters have been known to become buyers, and we have received multiple positive reviews based on the services we have provided. Timeshares By Owner has been in business for 24 years helping clients rent and/or sell their timeshares. We generate millions in transmitted offers monthly, and our fully staffed Concierge Department closes on transactions all the time (sometimes up to five in one day). Our guarantee is to market a client's timeshare, and Timeshares By Owner has absolutely provided the services that we say we do, and we have been marketing as we said we would. Again, our guarantee is to market a client's timeshare and that is exactly what we have been doing. Once there is an offer, it comes from a representative of our Concierge Department and they will work with the client from offer to completion, be it rental or sale. We have also advertised in the USA Today as well as major city newspapers, billboards, TV ************************************************, direct mail marketing, internet, and other forms of media. We also attend trade shows, and we digitally distribute the Timeshare Trader and ********** magazines on a monthly basis. We do seasonal showcases that are digitally marketed and we send out email blasts directly to potential renters and buyers. We also sponsor our own podcast; "Vacation Time" broadcast every week live from the studios of the Timeshares By Owner corporate office. That is just a little of what we do. We have the tools to rent and/or sell a client's timeshare and have been successful at doing just that since 1998. Just based on the fact that we have been marketing Ms.********' timeshare as contracted, there is no entitlement to any refund. To hopefully resolve matters, I will provide additional marketing for Ms.******** at no cost by placing her into our next edition of the ********** program and the Showcase Marketing programs. If Ms.******** ever has any questions or concerns regarding her marketing, she should not hesitate to contact our fully staffed Client Services Department at toll-free (888) 402-0280 or (888) 707-8463. As an Elite member, she also has exclusive access to our Elite line at (844) 70ELITE or (844) 703-5483. Or, Ms.******** may feel free to contact me at [email protected]. Consumer Response /* (2000, 7, 2022/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I knew up front what they were going to say. My main purpose of filing the complaint was to get my experience out there so that other people could look at it and make a more informed choice than I did. As is typical, the business will always try to make the complainant be the one at fault. So their response was expected.
Initial Complaint
08/26/2022
Complaint Type:
Product Issues
Status:
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.
I paid tsbo $1990 to help sell my timeshare. I was told by a Richard he contacted vacationers after their interview with the resort. I was told a week ago by their customer service this was not the way they operated and what he promised was a total lie. I requested a refund and the credit card said after 6 months your screwed. So sellers beware this company is a total hoax and scam.
Business response
09/16/2022
Business Response /* (1000, 5, 2022/09/01) */ To Whom It May Concern, I am in receipt of the recent complaint filed with your office by ***** *******. Our records indicate that Mr. ******* has been a client of Timeshares By Owner since May 27, 2010, having purchased marketing to advertise his Palace View Resort by Spinnaker in Branson. That advertising included website/walk-in office advertising as well as marketing in the Timeshare Trader digital marketing magazine. Subsequent purchases took place on June 8, 2011 and November 9, 2011, which included marketing for Club Wyndham smoky Mountains and another level of advertising for the Spinnaker property. The marketing that was purchased included website/walk-in office advertising and the****** **** program that included both the Timeshare Trader and****** **** marketing magazines. The most recent purchase on June 10, 2020 in the amount of $1990 was specifically for the Club Wyndham Smoky Mountains and a generic ad for all the points listed under Wyndham Club Access Wyndham Destinations Points. All purchases required a signature on a contract and all the contracts were signed in advance of the purchases. Along with the contracts, a complete quality control call was conducted right after the purchase to ensure that Mr. ******* fully understood our marketing program and our terms and conditions. In the contract, the ten-day cancellation timeframe was fully explained and in both the contract and quality control calls, the marketing program was fully explained and had to be acknowledged as being understood. There is no record of any notice of cancellation coming from Mr. ******* within the ten-day cancellation timeframe for any one of the marketing purchases. In Mr. *******'s complaint against Timeshares By Owner, he claims that the representative that sold him our services had promised that he contacted vacationers after their interview with the resort. In response, some of our clients interested in buying timeshare and/or renting timeshare have indeed visited resorts and have toured such properties with the possibility of purchasing. Buyers have often been through such tours and will look at Timeshares by Owner as a possibility for purchasing the same timeshare they have toured at a much lower price. It does not mean that such a client will buy Mr. *******'s timeshare. Many renters, and we rent a lot of timeshares through our services, do end up becoming buyers. They rent the timeshare; they like it and then buy it at a much lower price than at the resort itself. The last program we sell is the Showcase Marketing, which is three-month program of digital marketing and email blasts going out to clients that have expressed interest in timeshares that meet the criteria of the client purchasing the marketing. That is the program that Mr. ******* purchased last. Of course we inform people, as we did with Mr. *******, how successful we are, generating more than $10 million in offers on almost a monthly basis and closing on transactions all the time. Of course not everyone finds immediate success, nor do they necessarily receive exactly the amount of the rental or sale price listed. Timeshares By Owner has been in business for 24 years helping clients rent and/or sell their timeshares. We are maintaining a high rating with the BBB, we generate millions in transmitted offers monthly, and our fully staffed Concierge Department closes on transactions all the time (sometimes up to five in one day). Timeshares By Owner has absolutely provided the services that we say we do, and we have been marketing as we said we would. We cannot and will not guarantee a sale or rent within any certain timeframe or for any certain amount. Our guarantee is to market a client's timeshare and that is exactly what we have been doing. Once there is an offer, it comes from a representative of our Concierge Department and they will work with the client from offer to completion, be it rental or sale. We have also advertised in the USA Today as well as major city newspapers, billboards, TV (***********************************************, direct mail marketing, internet, and other forms of media. We also attend trade shows, and we now digitally distribute the Timeshare Trader and****** **** magazines on a monthly basis. We do seasonal showcases that are sent out in email blasts directly to potential renters and buyers, and we sponsor our own podcast; "Vacation Time" broadcast every week live from the studios of the Timeshares By Owner corporate office. That is just a little of what we do. We have the tools to rent and/or sell a client's timeshare and have been successful at doing just that since 1998. Just based on the fact that we have been marketing Mr. *******'s timeshare as contracted, there is no entitlement to any refund. To hopefully resolve matters, I will provide additional marketing for Mr. ******* into our next editions of the****** **** program and the Showcase Marketing program. If Mr. ******* has any questions, he should not hesitate to contact our fully staffed Client Services Department at toll-free (888) 402-0280 or (888) 707-8463. Or, contact me at [email protected]. Yours Truly, Kevin A. W**** Consumer Analyst/ VP, Timeshares By Owner... Ph: (888) 707-8463 X321
Initial Complaint
08/02/2022
Complaint Type:
Product Issues
Status:
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.
I paid them $1700 eat in September of 2021 to help me sell my time share. They said the market was so hot and it will sell right away. Approximately every three months someone front the office insisting I need to pay more money to get this sale done. I was approached in January and the asked for $4500 more. I was approached today and said in order to sell this I need to send them $1500 more. I have seen no progress in this sale. They had promised me rentals but have seen nothing. I would like to get my initial fee back and end this relationship.
Business response
09/01/2022
Business Response /* (1000, 5, 2022/08/12) */ Contact Name and Title: Kevin W**** Contact Phone: (888) 707-8463 Contact Email: [email protected] To Whom it May Concern, ************* together with *************** originally purchased marketing on June 8, 2019. The marketing purchase was specifically for website/walk-in office advertising to market the Holiday Inn Club Vacations Villages Resort located in Flint, Texas. The marketing remains active and is currently renewed through June of 2025. Ms. ******* and Mr. ******** subsequently purchased marketing on September 15, 2021 to advertise their same timeshare in our Autumn Showcase marketing program that included three months of digital marketing and email blasts going out to those interested in their timeshare or something like it. Before we could accept the advertising fees for either one of the marketing programs, Ms. ******* had to sign the contracts in advance of the fees being processed, which indicated that we were advertising her timeshare for both sale and/or rent. Right after each one of the marketing purchases, we conducted a quality control call in which it was acknowledged that the client fully understood the services that we provide. This included the fact that they paid for marketing, but that we could not guarantee what price would be received for either the sale or rent of the timeshare or when any offers might take place. They were informed that as soon as there was an offer, either one of them would be contacted by our Concierge Department, and whomever contacted them from the Concierge Department would work with him from offer to completion, be it a rental or sale offer. In fact, we close on rentals all the time and we often generate more than $10 million in offers on a monthly basis. Thus far, Ms. ******* and Mr. ******** have received two offers on their timeshare according to our records. The first offer took place on October 18, 2019 and the second offer took place on January 26, 2021. While those two offers apparently did not work out, it does not mean that future offers will not be successful. Based on the fact that we have been marketing Ms. *******' timeshare as contracted, there is no entitlement to any refund; however, I will provide additional marketing at no cost that includes both the Elite Plus and Showcase programs to see if we cannot get more offers. I will even work with the Concierge Department specifically to see if we cannot generate some offers. Ms. ******* and Mr. ******** have also been placed on the "do not solicit" list, so that they will not be contacted again to purchase any additional marketing. Kevin A. W**** VP/ Consumer Analyst, Timeshares By Owner Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Interesting, I was contacted on August 12th. They promised me if I pay $800 more they will never ask for more money. I said I was happy to engage in that deal. They said they would put it in writing! It all sounded wonderful. I said send this "writing" over and I will have my lawyer review and I will proceed. They would not let me see any type of contract before they had my credit card number. I was uncomfortable proceeding with out my lawyer's approval. The sales person got off the phone very quickly when I said I could not give her my credit card number. They were once again pressing for more money with no action behind their claims. Also, I am not aware of any offers ever being made. I would gladly accept any offers. All calls begin with the request for more money before they can proceed with the marketing of the time share. Business Response /* (4000, 9, 2022/08/19) */ To Whom It May Concern: In response to the rebuttal filed by *************, I'm sorry that my response is not acceptable, but I stand behind what I stated. First of all, any marketing purchase that a client purchases never means that they have to purchase anything additional. Our marketing consists of website/walk-in office advertising, which will always remain active, as long as it is renewed at the end of the six-month contract periods. Other marketing includes the Timeshare Trader digital marketing magazine, the Elite Plus program that includes both a Timeshare Trader and Elite Plus magazines, the Showcase that is a three-month seasonal digital marketing that also includes email blasts. Again, no one has to purchase additional marketing. I have actually placed Ms. ******* on the "do not solicit" list, so that she is not contacted again to purchase additional marketing. As for seeing a contract in advance, that should never be a problem-- and we do not accept payment on any marketing fees until a contract is signed in advance. As for offers, we maintain notes on all offers provided and indeed they did take place. The offer that took place on Oct. 18, 2019, consisted of the following and was provided by Peter H******* in our Concierge Dept-- "Transmitted Rental Offer ID:****** Rental Offer: RENTAL OFFER MYRTLE BEACH CHECKING IN ON JULY 18, 2020 FOR ONE WEEK. REQUIRES A TWO BEDROOM UNIT FOR SIX GUESTS. BUDGET $1300 Please furnish any & all additional fees charged by resort upon check-in. VID # ***** REQ #****** MYRTLE BEACH SC INQ: KELLY O._____________ACCT"... The offer that took place on Jan 26, 2021 consisted of the following: "Transmitted Rental Offer ID: 35604 01/25/2021 - Assigned to Gigi by Shelby F****, TX February 13th to February 16th 2021 Needs accommodations for 2 Adults who require a One-bedroom unit Budget $400-550"-- and was presented by Gigi B***** in our Concierge Dept. The most recent offer that took place was on Aug 12 and consisted of: "Transmitted Rental Offer ID: ***** LOOKING FOR A RESORT IN GATLINBURG OR PIGEON FORGE, TENNESSEE CHECKING IN ON SEPTEMBER 15, 2022 FOR FOUR NIGHTS. REQUIRES A TWO BEDROOM UNIT FOR FOUR GUESTS. BUDGET UNDER $1000 VID****** REQ ***** GATLINBURG OR PIGEON FORGE, INQ-SHONA P. ACCOUNT MANAGER-PETER & GIGI *********** Our Concierge Department is very good at what it does and we close on rentals all the time. As for a sale, as soon as you come to terms with a buyer, we have someone that will specifically work with you on the closing of your timeshare. We do not do the closing; we generally work with a company known as Resort Closings to handle the closing, but we will work as liaison through that process. As stated previously, I will provide additional marketing at no additional cost and I am working with the Concierge Dept to see if we can generate some offers on your timeshare. Kevin A. W**** Consumer Analyst/ VP Timeshares By Owner Ph: (888) 707-8463 X321
Initial Complaint
07/22/2022
Complaint Type:
Product Issues
Status:
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.
I contacted the company to help sell our Hilton timeshare over six months ago. They charged me $1,485 to market the property. I have received no offers. The only correspondence received has been to up sell me to their platinum showcase for an additional $3,500. This company is a complete scam and should not be allowed to steal money from more people.
Business response
08/24/2022
Business Response /* (1000, 5, 2022/07/29) */ To Whom it May Concern, ******* ********* originally purchased marketing on January 21, 2022. The marketing purchase included both website/walk-in office and the Timeshare trader digital marketing magazine. Before we could accept the advertising fee in the amount of $1498, Mr. ********* had to sign the contract, which indicated that we were advertising his Hilton Grand Vacations Club at Tuscany Village in Orlando for both a sale and rental price. Right after the marketing purchase, we conducted a quality control call in which he acknowledged his understanding of the services that we provide, which included the fact that he paid for marketing, but that we could not guarantee what price he would receive for either the sale or rent of his timeshare or when he would receive any offers. He was informed that as soon as there was an offer, he would be contacted by our Concierge Department, and whomever contacted him would work with him from offer to completion, be it a rental or sale offer. In fact we close on rentals all the time and we do often generate more than $10 million in offers on a monthly basis. While Mr. ********* has not yet received an offer, it does not mean that he will not. There is not any entitlement to any refund based on the fact that we have been advertising his timeshare as contracted and promised; however, I will provide additional marketing at no additional cost that includes both the Elite plus and Showcase programs to see if we cannot get him some offers. Mr. ********* is also placed on the "do not solicit" list, so that he will not be contacted again to purchase any additional marketing. Yours Truly, Kevin A. W****, VP, Timeshares By Owner Ph: (888) 707-8463 X321 Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same cookie cutter response given to the other 50+ complaints on the BBB website. Further evidence to prove what a scam operation this company is running . I want my money back! Business Response /* (4000, 9, 2022/08/02) */ To Whom It May Concern, I respond to each and every consumer complaint individually, and I state the facts as I know them. It is not a cookie cutter response by any means. It is responding specifically to what happens to be issues within ******* *********'s complaint. What we did was provide the marketing services that were contracted by Mr. *********. He signed a contract in advance of the purchase, we conducted a quality control call in which he acknowledged his understanding of the services that we provide. We cannot guarantee a timeframe that a timeshare will rent or sell or what price will be received. He purchased marketing and that is exactly what we provided-- ad we have a record of tremendous success. I have said that I will provide additional marketing at no extra cost, and I will work with the Concierge Dept in finding offers for Mr. ********* that meet the criteria of his timeshare We provided the marketing; I am even taking the marketing a step further. The services we promised and contracted have been provided and will continue to be provided; therefore, there is no entitlement to any refund. Sincerely, Kevin A. W****, VP/Consumer Analyst, Timeshares By Owner-- Ph: (888) 707-8463 X321
Initial Complaint
06/16/2022
Complaint Type:
Product Issues
Status:
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.
They gave me a call a few months ago offering me the possibility to rent my time share and to collect money of rental within weeks. I never received in months no call or any person interested in renting anything. It was just a scam. They called me and made a million promises and never gave me a single call. Just took my money away.
Business response
08/08/2022
Business Response /* (1000, 5, 2022/06/23) */ Contact Name and Title: Kevin W**** Contact Phone: (888) 707-8463 Contact Email: [email protected] To Whom It May Concern, In response to the complaint filed by **************, she has been a client of Timeshares By Owner since May 13, 2022, when she purchased marketing in the amount of $499 to advertise her Westgate Vacation Villas timeshare on our website and in our walk-in offices. Through our advertising, Ms. ******* has received two offers on her timeshare both taking place on June 15. Apparently the offers did not work out, but as was understood when she purchased our marketing, we cannot guarantee when offers will take place, whether or not they will be successful, and what the offer amounts might be whether rental or sale offers. Before we could accept Ms. *******'s marketing fee, she had to sign the contract that was sent to her via email with an electronic signature. In the contract, it indicates that we cannot guarantee a timeframe that her timeshare will rent or sell and when offers will take place. Included in the contract is contact information for Client Services and the Concierge Department that provides offers. Also detailed was the cancellation policy in which it states that there is a ten-day cancellation policy. Our guarantee is the fact that we promise to market a client's timeshare, which is exactly what we have been doing and continue to do for Ms. *******. In reference to contact, our records indicate that offers were presented with an email and phone call taking place, a quality control call was conducted right after Ms. *******'s purchase took place, which covers the policies of Timeshares By Owner and the fact that Ms. ******* acknowledged her understanding of our services (if she had not, a refund would have been processed). As a "by owner" company, it is the responsibility of the client to contact the corporate office client services department for any updates or questions, which was stated in the quality control call that took place and in the contract that was signed in advance of purchase. If we are not immediately available for a call, we certainly return all calls received by the Client Services Department and/or Concierge Department. Timeshares By Owner has been in business for over 24 years, which is longer than any other timeshare resale and rental company, and we generate over $5 million in transmitted offers monthly (often more than $10 million), and we close on rentals all the time. We generate multiple positive reviews through several sites and have been maintaining an "A+" rating with the BBB. While there has not been a successful offer as yet for Ms *******, it does not mean that there will not be one. In fact, Westgate properties are popular with offers and take place continuously. Based on the fact that we have been marketing Ms. *******'s timeshare as contracted and promised, there is no entitlement to a refund, and a refund will not be issued. Our contact info is as follows; and all toll-free at (888) 707-8463, (888) 402-0280, and the Concierge Dept that provides offers can be reached at (888) 364-9212. Finally, I will work with the Concierge Dept to see if we cannot generate some offer for Ms. *******-- and once there is an offer, a representative of our Concierge Dept will work with Ms. ******* from offer to completion. Kevin W****, Vice-President Ph: (888) 707-8463 X321 Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I love this business, they were the one calling me telling they were a company that would guarantee renting and I would receive a call from then in the following days, something that never happened. I talked to a supervisor named Eric, and also another representative named Helena. I wrote all the informations because it sounded too good to be true, and Eric promised me and they told me I would be renting these units in the following days. I try to call the numbers they gave me, ******************************************** but you will have to wait for hours and nobody picks up the phone. I also tried to call the other two number they gave me ***************************** and the same thing happen. The most interesting thing, they kept calling me to offer the same promotion with a different price and they again guarantee your place will be rented. They are scammers and the only thing you will do is giving your money away. My client Identification number is *******, the number they gave me and I also have never been able to access anything. Like I said, I never received any email or any call from this company. It sounds just a SCAM. Business Response /* (4000, 9, 2022/06/30) */ In response to the rebuttal provided by **************, our records indicate that it was Elana J******* that sold our marketing services to******* ******* (no one by the name of Helena) on May 13, 2022. There was an Eric that worked at the Daytona Beach office at the time of the purchase. The marketing to advertise the Westgate Vacation Villas was for website and walk-in office advertising. As stated in my previous response, a quality control call was conducted after the purchase (which included a signed contract in advance of purchase). It was acknowledged in the quality control call that we were providing website advertising, that we could not guarantee what price would be received for the timeshare, and how long it would take to rent or sell the timeshare. Once there is an offer, be it rental or sale, a representative of our Concierge Dept would contact the client and work with the client from offer to completion. Indeed,******* ******* was contacted in regard to the quality control call and in regard to two offers that were presented on June 15. The telephone numbers that were provided in the Quality Control call and in the contract were (888) 402-0280 and (888) 707-8463, which are both Client Services telephone numbers at the corporate office. We have a dedicated client services team that responds to all calls and returns calls if not immediately available. If those numbers were called to a Client Services Representative, indeed the call would be returned. A Concierge Department telephone number was also provided, which is (888) 364-9212. The concierge dept will call when there is an offer on a client's timeshare. They will also send an email. If the client wants to locate their ad on our website, there are many ways to do that. The easiest way is to go to www.timesharesbyowner.com To locate the active advertising on our website, just go to our website and once on the site, at the top of the opening page, you will see a blank bar underneath verbiage that says "Search 1000s of Timeshares for Rent or Sale." Just enter ******, click "search" and the ad will pop up. Then click "View Details" and a close-up of the ad will appear. Based on the fact that we are maintaining an "A+" rating on the BBB site, we are responsive to our clients, maintain plenty of positive reviews see them on our website), and we generate millions of dollars in offers monthly, we are certainly not a scam and I resent the insinuation. Our guarantee is to market a client's timeshare and that is exactly what we are doing for ************** and will continue to do. I will even take the services a step further by providing the Elite Plus marketing program as well at no additional cost, which includes both the Timeshare Trader and Elite Plus digital marketing magazines. Again, and as stated previously, contact numbers are (888) 707-8463, (888) 402-0280, (888) 402-0280 and as an Elite Member because of the additional program at no cost, (844) 70ELITE or (844) 703-5483 can also be contacted. Kevin W***** VP, Timeshares By Owner Consumer Response /* (4200, 11, 2022/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont know why you guys lye so much. I wrote all the names and everybody I talked to. I also didnt sign any document online. The only thing I did was paying using my credit card. After I made the complaint on BBB I received a call from them for the first time. They had my email wrong, so the person had to send me again. Anyways, the only thing I am looking for is a refund because I lost all trust in this company. If you keep record of the conversations you can listen to it again and you will see I am telling the truth. One of my Core values is Integrity, something I learned in the military protecting this country for 12 years and paying all my bills and taxes. It is not fair a company coming to me with lies and telling me I did something I never did. I wrote all the informations and before I buy I asked the manager more than 10 times about what I was doing and he guaranteed I would be happy with the service and I would be making money, because the pandemic was over and a lot of people were looking for it and he also told me if I was interested in selling my time share, he could do it with another program. I kept receiving calls from Timeshare by Owner during the entire year but they didnt even know I had an account with them and keep trying to sell other products for me. I am not happy at all with everything.
Initial Complaint
04/08/2022
Complaint Type:
Product Issues
Status:
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.
Last spoke to someone named Tracy. March 31 - Timeshare By Owners has been harassing me to spend more money besides the $399 I gave them to sell my Westgate Timeshare. A detailed letter was e-mailed to the BBB of the incident. Due to the relentless action on their part, the waste of my valuable time, the emotional anguish they have caused me I want restitution. I want my money back and for them to make sure they take me out of their system. Every other month someone in their company makes it a point to call me.
Business response
05/19/2022
Business Response /* (1000, 5, 2022/04/15) */ Contact Name and Title: ***** A. *****, Vice-Pres Contact Phone: XXX-XXX-XXXX X *** Contact Email: ******@timesharesbyowner.com To Whom It May Concern, In response to the complaint filed by Ingrid ******, I apologize for the fact that Ms. ****** has been allegedly contacted repeatedly by a sales representative of Timeshares By Owner. Just so it is known, Timeshares By Owner does have multiple programs that can be sold to our clients. The first program always consists of website/walk-in office advertising. After three months, if the program is not successful in moving their timeshare, then a sales representative may call to see if they want to purchase additional marketing that may include the Timeshare Trader and/or Elite Plus digital marketing magazines. That may be followed by a three-month Showcase digital marketing with email blasts that go out to those that have expressed interest in the client's timeshare or something like it. Timeshares By Owner is successful in providing clients with offers. In fact we often generate more than $10 million in transmitted offers on a monthly basis and we close on transactions all the time with rentals handled right here at the corporate office. As for sale, once a client comes to terms with a buyer through the assistance of our Concierge Dept, we set up the closing services through a closing company known as Resort Closings out of Montana. We've also been in business fr about 25 years, longer than any other timeshare resale and rental marketing company. There is no entitlement to any refund based on providing the marketing contracted; however, Ms. ****** is placed on the "do not solicit" list, so that she's not contacted again to purchase more marketing. I will also provide her with the Elite Plus Marketing program at no additional charge. If she has any further questions and wants an update anytime in regard to her marketing, she can contact our Client Services Dept any time at toll-free (XXX) XXX-XXXX or (XXX) XXX-XXXX. Our Concierge Dept that provides offers, can be reached at toll free (XXX) XXX-XXXX. Consumer Response /* (3000, 7, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) My agreement with them was that I was not going to be harassed with any further offers requiring further purchase/fees. They falsely convinced me that I would not be asked for any other money or harassments. As far as I am concerned they broke their contract and wasted hours of my time. Their response proves just a few of their practices which were not told to me at the time of the sale. I would not have invested my money on such a company. They even asked for #3,500 for a so called sale. I believe they should refund my money. By their own admission they try to get more sales/money. They did so even after I asked every time to take me out of their call list. Business Response /* (4000, 9, 2022/04/29) */ To Whom It May Concern, I stand behind my decision as I had provided in my recent correspondence. We provided the marketing services that we said we would, which means we have followed the contract that was understood by Ingrid ******. There is nothing in the contract that indicates a client will not be contacted to purchase additional marketing; therefore, we did not violate any contract terms. All Ms. ****** had to say was "no" and now she need not worry about that anyway because she is placed on the "do not solicit" list. Yours Truly, Kevin A. *****, VP, Timeshares By Owner Ph: (XXX) XXX-XXXX ext 321
Initial Complaint
04/05/2022
Complaint Type:
Product Issues
Status:
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.
We signed a contract on 07/07/2021, emailed to cancel on 07/10/2021, to which they told us our timeshare would be sold/rented and then paid $1824 on 09/08/2021 for marketing which they have shown us no place they advertised and have not sold our timeshare. Kevin W**** the VP talked to us on 02/14/2022 at 2:45 pm, to which we were told we did not need to purchase marketing that it would be done and we are still waiting for an email from him since then. He told my husband he would email within 1 to 2 days. Was also told we could call anytime, well every time we call we get the same runaround, not there, on another call, just to busy. Will call back within 10/15 minutes which turns into days unless we try to call back ourselves, and then the same runaround. Every person that you talk to from this company tells you the same thing, they must have a script that they make them say. Had a few calls to which they say will you accept this amount for your property, we say yes and then again no return call or anything going forward. They take your money and then do nothing for you. We would like our $1824 returned that we paid for marketing and we will move on to something else. Then when we got frustrated with all of them, they got us a rental offer that would have taken all of our points for this year and next year, so we turned it down thinking if they got an offer on our timeshare we would not be able to sell, would have no points to offer for sale. The company should not have an A+ rating with the BBB, they are scammers all of them starting at the Vice President Kevin W****. Kevin only talked to us because we told them we were going to file a complaint with the BBB, but nothing has changed. No offers or phone calls to touch base and let us know anything or nothing that is going on with our timeshare.
Business response
04/15/2022
Business Response /* (1000, 5, 2022/04/15) */ Contact Name and Title: Kevin A. W****, Vice-Pres Contact Phone: XXX-XXX-XXXX X *** Contact Email: **************************** To Whom It May Concern, In the complaint filed by *************, part of the argument for filing a complaint against Timeshares by Owner is based on the alleged fact that I did not respond to some of their concerns via email. Indeed I did respond to their email complaint on March 3, 2022 and the response consisted of the following (and there was yet another follow-up on March 4): "Dear******* ******, Your timeshare is consistently marketed through the services that we providethat's 24 hours a day and worldwide through our website, electronic services, walk-in offices located throughout Florida, a weekly podcast known as "Vacation Time Live," and assorted features. We also attend trade shows on a regular basis in which we set up our own booth. Through our services, we generate millions (often exceeding $10 million) in transmitted offers on a monthly basis. We also prepare a monthly newsletter entitled the "Timeshare Trends" that features the latest in what is happening in the timeshare and vacation industry. Your recent advertising purchase included the ********** Marketing Program that included both the Timeshare Trader and ********** digital marketing magazines. That advertising works hand in hand with the website/walk-in office advertising that you originally purchased (ad #******). A complete profile and photos were added to your website ad to give it more prominence. As soon as there is an offer, a representative of our Concierge Department will contact you and work with from offer to completion, be it rental or sale. To locate your active marketing on our website, just go to www.timesharesbyowner.com and once on the site, at the top of the opening page, you will see a blank bar underneath verbiage that says "Search 1000s of Timeshares for Rent or Sale." Just enter ******, click "search" and your ad for the WorldMark by Wyndham WorldMark the Club will pop up. Click "View Details" and close up of your ad will appear. If you ever need an update or want to make changes to your marketing, do not hesitate to contact our fully staffed Client Services Dept at toll-free (XXX) XXX-XXXX or (XXX) XXX-XXXX. Our Concierge Department that provides offers and works with you can always be reached at toll-free (XXX) XXX-XXXX. As an Elite Member, you also have access to our Elite line at toll-free (XXX) XX***** or (XXX) XXX-XXXX. Finally, you are on the "do not solicit" list, which means that you will not be contacted to purchase more marketing. In fact, let me know if such a call takes place and I will be sure to give you the program they are trying to sell you." In further response, it appears that there have been four offers just recently with two on March 15, on April 8 and one on April 12. Our Concierge Department is responsible for providing offers and will contact you via email and telephone whenever there is an offer. The Concierge Dept closes on rentals offers all the time. As for the sale, once the seller comes to terms with a buyer, we set up the closing services through a company known as Resort Closings out of ******** *** We are not affiliated with them, it's just that most people do not know who to go to for closing services, and we find that they are good at what they do. Finally, in addition to placement on the "do not solicit" list, I am providing additional marketing at no additional cost to hopefully, resolve matters. No matter what the ******'s may think, I've worked for Timeshares By Owner for over 20 years and have developed relationships with employees, clients and agencies and if I was a scammer, I would no longer be employed by Timeshares By Owner. With the recordings we conduct and the restricted procedures we follow, a scammer will not last long in the company, and as a Compliance Officer, my responsibility is to ensure that we are doing the right thing in regard to our clients and customers. If there are any further questions or concerns in regard to our services, our Client Services Department can be reached at toll-free (XXX) XXX-XXXX or (XXX) XXX-XXXX. Our Concierge Dept that provides offers, can be reached at toll-free (XXX) XXX-XXXX. Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kevin W**** is being untruthful. I have proof I emailed him on March 3rd and 4th with no response. In fact as I read my emails our first email to Kevin was March 1, since he didn't respond I then sent the other emails on the 3rd and 4th. Also, we only had 2 rental offers, March 7th which would have taken all of our points until September 2023, so if we would have an offer to sell, would have no points to sell. The second one was April 12th, which they wanted to spend $800 to $900, we were told we could rent ours for $1500 to $1650, and when I replied to Timeshare by Owners and within 5 minutes received a reply they already had availability from other clients, so why were we even given that rental? I have attached 3 emails, one that was never responded to by Kevin, and the other 2 for rentals. It looks like Kevin W**** just wrote a letter and told you he replied to our emails. I emailed on March 3rd and then no response emailed again on March 4th. To resolve this issue we would like our $1824 refunded and to tear up our contract, we no longer wish to work with a company that leads you on, never answers phone calls, and have untruthful employees. We want too work with a company that is honest with their clients. On one of the email responses from Timeshare by Owners they spelled our last name wrong REALLY? We were contacted 2 or 3 times last year, was asked would we accept an amount for our timeshare thinking there was an offer then never heard back from them. We then called back a week or 2 later, and then they don't answer their phones, voicemail box is full or told they will return a call within 10 minutes which also never happens. Not a company I would ever recommend to anyone. They get you in, take your money then string you along. We never received any rental offers until we called and complained and until in my email to Kevin, we were going to file a complaint with the BBB. We want our money back and not to go forward with any business with this company. Thank You *** and ************* Business Response /* (4000, 9, 2022/04/29) */ To Whom It May Concern, I stand behind my decision regarding the fact that there is no entitlement to a refund, that we provided the services that we were contracted to provide, and that I provided a response to emails that were sent to me. If I had not responded, I would have admitted to that and I would have provided a reason why I did not and/or at least would have provided an apology. Also, I do not understand how an email or lack thereof constitutes justification for the issuance of refund, as it did not have anything to do with the fact on whether or not we provided the services that we said we would. If the client did not receive my email response, then I am sorry for that, but it does not mean I did not send one. I do not lie and I have no purpose for telling a lie. Our guarantee is to market a client's timeshare and that is exactly what we have been doing. Once there is an offer for a client's timeshare, it will come from a representative of our Concierge Department and they will work with the client from offer to completion. We have performed the services as contracted and purchased and we have been providing a tremendous amount of exposure. We truly are the gold standard of the industry in recording and reviewing all conversations, consistently providing offers and working with clients. We work with clients over the long term to achieve goals, and we are always available to talk and work with our clients in achieving mutual success. Based on the fact that we provided the services contracted, there is no entitlement to any refund. However, as stated, I have placed the ******s' on the "do not solicit" list, so that they are not contacted again to purchase more marketing. I will also be happy to provide additional marketing at no cost. That additional marketing includes another ********** Marketing Program and the three-month Showcase Marketing. Unlike other timeshare resale marketing companies, Timeshares By Owner provides the marketing that is contracted and promised. We have advertised in the USA Today as well as major city newspapers, billboards, TV (**********************************************), direct mail marketing, internet, and other forms of media. We also attend trade shows, we now digitally distribute the Timeshare Trader and ********** magazines on a monthly basis, we do seasonal showcases that are sent out in email blasts directly to potential renters and buyers, and we sponsor our own podcast; "Vacation Time" broadcast every week live from the studios of the Timeshares By Owner corporate office. That is just a little of what we do. We have the tools to rent and/or sell a client's timeshare and have been successful at doing just that since 1998. Again, there is no entitlement to any further refund; however as stated, I am providing additional marketing and I promise to work with the Concierge Department in generating successful offers for the ******s. For an update anytime, Mr. and/or Mrs. ****** should not hesitate to contact our fully staffed Client Services Department at toll-free (XXX) XXX-XXXX or (XXX) XXX-XXXX. Our Concierge Department, that provides offers and works with clients from offer to completion, can be reached at toll-free (XXX) XXX-XXXX. As an Elite Member (with the additional marketing provided), they have exclusive access to our Elite line at (XXX) XX***** or (XXX) XXX-XXXX. Yours Truly, Kevin A. W****, VP, Timeshares By Owner Our guarantee is to market a client's timeshare and that is exactly what we have been doing. Once there is an offer for a client's timeshare, it will come from a representative of our Concierge Department and they will work with the client from offer to completion. We have performed the services as contracted and purchased and we have been providing a tremendous amount of exposure. We truly are the gold standard of the industry in recording and reviewing all conversations, consistently providing offers and working with clients. We work with clients over the long term to achieve goals, and we are always available to talk and work with our clients in achieving mutual success. Based on the fact that we provided the services contracted, there is no entitlement to any refund. However, as stated, I have placed the ******s' on the "do not solicit" list, so that they are not contacted again to purchase more marketing. I will also be happy to provide additional marketing at no cost. That additional marketing includes another ********** Marketing Program and the three-month Showcase Marketing. Unlike other timeshare resale marketing companies, Timeshares By Owner provides the marketing that is contracted and promised. We have advertised in the USA Today as well as major city newspapers, billboards, TV (***********************************************, direct mail marketing, internet, and other forms of media. We also attend trade shows, we now digitally distribute the Timeshare Trader and ********** magazines on a monthly basis, we do seasonal showcases that are sent out in email blasts directly to potential renters and buyers, and we sponsor our own podcast; "Vacation Time" broadcast every week live from the studios of the Timeshares By Owner corporate office. That is just a little of what we do. We have the tools to rent and/or sell a client's timeshare and have been successful at doing just that since 1998. Again, there is no entitlement to any further refund; however as stated, I am providing additional marketing and I promise to work with the Concierge Department in generating successful offers for the ******s. For an update anytime, Mr. and/or Mrs. ****** should not hesitate to contact our fully staffed Client Services Department at toll-free (XXX) XXX-XXXX or (XXX) XXX-XXXX. Our Concierge Department, that provides offers and works with clients from offer to completion, can be reached at toll-free (XXX) XXX-XXXX. As an Elite Member (with the additional marketing provided), they have exclusive access to our Elite line at (XXX) XX***** or (XXX) XXX-XXXX. Yours Truly, Kevin A. W****, VP, Timeshares By Owner Consumer Response /* (4200, 18, 2022/05/29) */ First I never received an email on 05/02 from the BBB that the business responded to my last response. To Kevin W****, I would like you to upload the email that you say you sent to us, because its kind of strange that we received every email from your company but yours. Also, we received 3 rental offers that were ridiculous since we started the complaint with the BBB, since you thought this was closed we have received nothing?? This complaint will never be settled until we receive a refund and we will be all done with your company, with employees and Co-Presidents that are untruthful to the consumers. If you read other complaints they are all the same so it is not just us that feel this way. Again, we do not want anything to do with you or your company, and we will be writing a review that I am sure other consumers will appreciate and will hopefully not do business with your company. So to Kevin W****, I had 30 days to respond to your last correspondence and it is within the 30 days. Hope this can be resolved soon so we can move on. Again this complaint is NOT RESOLVED Business Response /* (4000, 20, 2022/06/02) */ In response to yet another rebuttal provided by ****** ******, as requested I provided two email responses that I had sent to her that she insisted that I did not. I did send them to her email address again in hopes that she receives them this time. I will also provide a copy to the BBB representative. As for this case never being settled unless the *******' receive a full refund of their marketing fees, I'm sorry they feel that way; however, Timeshares By Owner has provided the marketing as promised and contracted. Based on that fact, a refund will not be issued. I also have a copy of a signed Continued Advertising Authorization Form that was signed by ****** ****** on July 13, 2021 that resolved all matters (it was for an $899 purchase that took place on July 7, 2021). They understand how the marketing works with Timeshares By Owner as acknowledged in at least three different Quality Control calls that were conducted. As stated previously, if they ever need an update, they should never hesitate to contact our fully staffed Client Services staff at toll-free (XXX) XXX-XXXX or (XXX) XXX-XXXX. Our Concierge Dept can also be reached at toll-free (XXX) XXX-XXXX. Kevin A. W****, VP (XXX) XXX-XXXX **** Consumer Response /* (4200, 22, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kevin and I have been emailing each other and I came to the conclusion that we were being lied to about the advertising of our Timeshare. We were told by 3 of his employees that our timeshare was listed at Bike Week and at the Daytona 500, which Kevin states that no one but him does this. My husband recalls being told that they were leaving early on a Friday morning to this event and they stay until Sunday and would get back to us Monday and of course we never heard from them. I told Kevin since they record all the calls they need to listen to the calls from Erik, Christen and Bryan and find out why we were told something that wasn't true or never happened. We would be good with half of our Marketing cost of $1824. As Kevin stated in his email to me that is not part of their program???? Business Response /* (4000, 26, 2022/06/10) */ To Whom It May Concern, In response to the latest rebuttal, I do not expect that Mr. and/or Mrs. ****** will ever be acceptable to my response, only because their request is for a full refund, despite the fact that they paid for marketing, and not a promise that their timeshare would be sold and/or rented within any certain timeframe or for any certain amount of money. Our promise and guarantee is to advertise their timeshare, which we have been doing. Some people have success almost immediately, and others have to wait for a long time. As stated previously, I will do everything I can to provide offers and get them that successful rent and/or sale. As for Bike week or anything to do with Daytona Beach, I said we do not advertise at any specific event in Daytona. And I did not say that only I can do that. We just do not do that. We have an office in Daytona Beach, and clients do come into the office at times and it might be because they are visiting during Bike Week and other events. I'm certain that was the sales representative comments in regard to Daytona Beach events. In fact, I had the recordings reviewed and there was no specific mention of advertising Timeshares By Owner at the Daytona 500 or Bike Week or any particular event, such as Indianapolis 500 (as was mentioned by Mr. ****** originally). We attend Trade Shows, we have a podcast and we had attended local event events in the past with our radio show. I stick by the fact that there is no entitlement to a refund. They even elected to stay on board one time by signing a full save form that resolved all matters (with their first purchase for $899). They certainly know how the process works. Thank you! Kevin A. W****, VP, Ph: (XXX) XXX-XXXX ****
Initial Complaint
03/03/2022
Complaint Type:
Product Issues
Status:
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.
I was solicited in November 2021 by a salesman who wanted to list my timeshare for rental. He told me more than once that I would have a rental before my credit card payment was due. Nothing has happened. I received one call from them in November or December that was basically saying we are marketing your unit. Nothing since. I called and asked why I was told there would be a lot of interest and nothing is happening. Was told to be patient. I just looked up on their website, timesharebyowner.com and could not even find my listing! (ad #******). I was scammed out of my money and would like it back. This place is not legitimate. They also led me to believe they are BBB accredited, which I see they are not. They have their A+ rating boldly on their brochures, etc. but fail to mention they aren't even accredited. Also, it is very hard to find a location for these people. Nothing ads up to a legitimate company. I would like my money back.
Business response
03/22/2022
Business Response /* (1000, 5, 2022/03/22) */ Contact Name and Title: Kevin ** W****, Vice-Pres Contact Phone: (XXX)XXX-XXXX X321 Contact Email: ******@timesharesbyowner.com To Whom It My Concern, In response to the complaint filed by ****** *****, she has been a client of Timeshares By Owner November 11, 2021, when she purchased marketing in the amount of $998 to advertise her ***** ***** at ******* ***** ******** timeshare on our website and in our walk-in offices. Before we could accept her marketing fee, she had to sign the contract that was sent to her via email with an electronic signature. In the contract, it indicates that we cannot guarantee a timeframe that her timeshare will rent, when offers will take place, and what price might be offered. Included in the contract was contact information for Client Services and the Concierge Department that provides offers. Also detailed was the cancellation policy in which it states that there is a ten-day cancellation policy. Our guarantee is the fact that we promise to market a client's timeshare. In reference to concerns about finding the ad on our website, our email address is timesharesbyowner.com not timesharebyowner.com, and there are several ways to find Ms. *****' ad on our site. The easiest way is to go to the website and at the top of the opening page, you will see a blank bar underneath verbiage that says "Search 1000s of Timeshares for Rent or Sale." Just enter ****** (her ad), click "search" and her ad will pop up. Then click "View Details" and a close-up of the ad will appear. As for being legitimate, we have been in business for over 24 years, which is longer than any other timeshare resale and rental company, and we generate over $10 million in transmitted offers almost monthly, closing on rentals all the time. While there has not been an offer as yet, it does not mean that there will not be one. In fact ******* properties are popular with offers taking place continuously. As for BBB accreditation, we have never said that we are, but we have said that we are "A+" rated because indeed we are. If someone should look at the BBB website and looks up Timeshares by Owner, they will see that we have such a rating. As for locations, why is that hard to find? Our corporate office is located at ********************************** in Orlando, FL. Other offices are located in Jacksonville, Palm Coast, Daytona Beach, Deltona, and Margate. Quite frankly, everything adds up to a legitimate company, contrary to Ms. *****' statement. Based on the fact that we have been marketing Ms. *****' timeshare as contracted and promised, there is no entitlement to a refund, and Ms. ***** will not be issued one. If Ms. ***** had contacted us at the Corporate Office as was provided in the contract and when she purchased our marketing, I think her questions and accusations would have received an adequate response. Our contact info is as follows; and all toll-free at (XXX) XXX-XXXX, (XXX) XXX-XXXX, and the Concierge Dept that provides offers can be reached at (XXX) XXX-XXXX. Finally, I will work with the Concierge Dept to see if we cannot generate some offer for Ms. ***** and once there is an offer, a representative of our Concierge Dept will work with Ms. ***** from offer to completion. Consumer Response /* (3000, 12, 2022/05/07) */ I do not feel this case should be closed so easily. I have not heard from the company and they have made no effort to resolve this. They are committing fraud and I don't want to see others fall into this scheme. They lured me into signing a contract and then ran away with my money doing nothing as they warranted. I was told I'd have a rental before my credit card bill came due. that was almost 7 months ago and nothing. How can I get some satisfaction? Business Response /* (4000, 16, 2022/05/25) */ To Whom It May Concern, I am a little befuddled by the statement from the client that indicates that this should not be closed so easily, as my argument was that we have been providing the marketing that we said we would, as addressed in specific responses to a number of her accusations. Timeshares By Owner is a timeshare resale and rental advertising and marketing company that has been advertising ****** *****' timeshare since she first purchased her marketing. We have been advertising exactly as contracted and promised. In regard to no effort to resolve the issue, I believe I have made an effort by working with the Concierge Department to try and come up with offers that might work out. in fact, the most recent offer was provided to Ms. ***** on April 8 by Gigi in our Concierge Department. As soon as there is another offer, our Concierge Department will provide that as well and work with her from offer to completion. We cannot provided any offer based on a timeframe or by amount that might be offered. Based on the fact that we have been providing the marketing as promised, a complete Quality Control call was conducted and acknowledged as being understood by Ms *****, there is no entitlement to any refund. As a "by owner" company, it is the responsibility of Ms. ***** to contact us for any updates or concerns. Our contact info is as follows: It is toll-free at (XXX) XXX-XXXX or (XXX) XXX-XXXX, and the Concierge Dept that provides offers can be reached at (XXX) XXX-XXXX. Yours Truly, Kevin *. W****, VP Timeshares By Owner Ph: (XXX) XXX-XXXX **** Consumer Response /* (4200, 18, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) No offer ever received. and I find it odd that after all this time, an offer appears (or so they say) after I started complaining. I can see the slick marketing here will not get me anywhere with the BBB but I hope this is a warning to all not to do business with this company. They can say they are marketing all they want, but if nothing ever comes fruitful ever comes to the client who is out of pocket a lot of money (which is probably all paid in commission to the salespeople who certainly know how to get money out of a person) then what good are their services. I guess the best I can do is get out to all social media and post my experience so as many people as possible can see it. This is not a reputable company. They have not reached out or tried to talk to me through all of this. They just take the money and run and probably have a team of lawyers dealing with the complaints. Stay away from this company.

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