Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed my timeshare at *************** on the Sell My Timeshare website. They referred me to Timeshare Closing Services LLC (retained by Strategis Realty, LLC) to sell my property to **********************************. I completed all of the closing paperwork that was sent to me and had it notarized and sent to the Timeshare Closing Services LLC with on January 22, 2024. I paid them $4000 in closing costs. I've contacted the company numerous time and they keep saying it's in progress or that the Ridge of ****** is causing the delay. I've checked with the Ridge on Sedona several times and they have no record of any correspondence on this transfer.

  Business Response

  Date: 03/11/2025

  TCS is happy to report the deed has been submitted to recording and the Resort Notification is being prepared to submit to the resort shortly.  These are the final steps of the transfer process, so once the resort accepts the recording and Resort Notification, the transfer will be fully completed. 

  The transfer process timeline often can be impacted by multiple factors beyond TCS's control. When this occurs, *** makes its best efforts to keep clients fully informed, as well as take the necessary steps to ensure any delay or hindrance is not the fault of TCS.

  Customer Answer

  Date: 03/11/2025

  I did contact Hilton Grand Vacations who owns the timeshare.  They did say they received a warranty deed and their property title organization is reviewing the Warranty Deed to ensure it is legitimate.  They said they may take a couple of weeks to do that.

  Customer Answer

  Date: 03/18/2025

  Thank you for letting me know I inadvertently attached a private file that I did not intend to send.  Please delete your copy of this document.  

  I just checked again with Hilton Grand Vacations/Ridge on Sedona Owner Services.  They do have the paperwork and it is in the queue to be processed.  They did not forsee any reason why the paperwork would not be processed.  

  Thank you. 

  Customer Answer

  Date: 03/19/2025

   
  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,
  
  **** ******* F/k/a **** L *****

• Initial Complaint

  Date:10/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am almost 85 years old. Last year I contacted Strategis Realty to help me get away from my timeshare interest with Shell (now Wyndam). In a series of confusing moves, Strategis Realty then retained related entities Timeshare Closing Services LLC, ******************************, and more recently *********************************. If you check you will notice that most of these companies work out of the same *************** Apparently, they are all needed to help me separate from my timeshare contract obligations. I paid $4,995 for these services on September 30, 2023. To be clear I am paying to escape from my timeshare interests. Despite this payment, to date, ******/***** has no record of any transfer of title, nor other document confirming that I have been relieved from my yearly obligations (maintenance fees). Strategis, Timeshare Closing, *******, and ********************************* have not performed their contractual promise to get me out of my timeshare obligations. Here is the worst part - recently I was contacted by *********************************. They instructed me to contact Wyndam/Shell directly to finalize the process, and they gave me specific instructions to avoid revealing that I had retained Strategis et al. I contacted Wyndam/Shell directly and they confirmed that there was absolutely no need to pay these third-party schemers to walk away from my timeshare. They would allow me to do it at no cost. If I needed to contact ****** directly to complete this process, why did I pay Strategis et al nearly $5000 for that service? Now they have me trapped- they won't refund my money, as demanded, and I can't get out of the timeshare because Wyndam needs a letter confirming that these entities don't represent me in this process.

  Business Response

  Date: 10/22/2024

  Timeshare Closing Services understands that you have decided not to follow our recommendation and use the services we offered to assist you with deeding back the property to the resort. Therefore, *** will move forward with the sale of the property to the new owner, as provided in the purchase and sale contract. All other offers to assist in completing the transaction, including the offer to pay for any assistance from an attorney and any offer to refund any money, are withdrawn. As stated in the Purchase and Sale contract, there is no timeline to the closing of the property; however, the Buyer is responsible to pay the maintenance fees until the transaction is complete. The Buyer may also request and the seller is required to assist with making reservations so that the Buyer can use the property while the transaction is pending. It is our experience that the completion of the transaction may take some time with this resort, that is why the purchase and sale agreement does not promise a timeline but clearly provides that the Seller will NOT need to pay the usage fees until the transition can be closed. Let us know if you have any other questions. 
  

• Initial Complaint

  Date:04/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I verbally agreed a fee of $4,297.00 to get rid of our timeshare with Strategis Realty (SR) which was to include them paying the 2024 maintenance fee and removing us from the title. Feeling under pressure from SR I used my AMEX card Nov 30 2023 over the phone to pay the amount - which was to go into escrow until everything was completed. The fee included them paying the soon to be due 2024 Maintenance Fees and the legal fees associated with removal of our names from the timeshare title. SR brought in Timeshare Closing Services (TCS) to handle the transaction and our payment was made to them. I received the legal documents from TCS Trust on December 01. The request was for us to review the documents, print and sign, witnessed by a notary and return the executed documents. As my wife was out of the country until late December I told them we could not execute the documents until she returned. In fact I booked at Notary at ********** for when she returned.I contacted an independent timeshare expert for a free consultation. I gave him the details of the would be transaction with TCS and he did a little research online and advised me strongly not to proceed, based on his knowledge of the industry, SR/TSC next steps and timing of transfer of title, and a review of TCS online (BBB etc.). I advised SR and TCS around December 21 2023 that we were not proceeding with the title change process, that we would be paying the maintenance fees ourselves and would not be executing the agreement documents sent. We paid the maintenance fees for 2024 ourselves on Dec 21, 2024, and received no services from TCS or affiliates.I received several aggressive calls from SR afterwards. I told them that the maintenance fees were now paid and that I had opened a dispute with AMEX to get the in-escrow payment eliminated. We received Again, we did NOT execute the contract, we DID pay the Maintenance Fees ourselves and TCS did NOT provide any title transfer services. All dSocumented cam!

  Customer Answer

  Date: 04/12/2024

  These are 2 contracts documents with TCS via Strategis Realty. The first is one purported to be e-signed initially by me. I have no records or recollection of e-signing this and first saw it in the **** dispute response records. The second is that actual contract to enable TCS to proceed with the legal and title transfer services and payment of our $1,500 plus to Vistana Owner Services. We never signed, had notarized or returned that contract, we informed all parties we were not proceeding, paid the maintenance fees ourselves and received no services from TCS.

  Business Response

  Date: 04/23/2024

  Mr.and ******************* entered into an agreement on 11/29/2023 (Agreement), for which they agreed to and paid $4,297 as a legal fee to be put into escrow during the process of transferring their ********************** timeshare out of their names. We were engaged as the title company for the transfer. Transfer documents were sent to Mr. and ******************* on December 1, 2023 for execution,but we understood and agreed to a short delay in executing the paperwork due to Mrs. ******** unavailability.
  
  On December 21, 2023, ****************** contacted us stating they would not proceed with the transfer and that he'd disputed the transaction with his credit card company. This was our first notice from Mr. and ******************* that they desired to cancel the transaction. Such notice was given outside the 10-day recission period provided in their Agreement.
  
  Mr.and ******************* opened a credit card dispute around January 8, 2024, which was closed in our favor.  Around March 6,2024, Mr. and ******************* reopened the credit card dispute which was closed in our favor again.
  
  After more than 30 days passed without receiving the executed documents, we sent a notice to Mr. and ******************* advising that failure to return the documents may result in suspension of the transfer until received.  Around April 8, 2024, the transfer was suspended pending receipt of the executed documents and a notice was sent to Mr. and *******************.
  
  It is our understanding that during this time, attempts to resolve the matter were made but rejected by Mr. and *******************.
  
  Prior to suspension of the transaction, we were in contact with Mr. and ******************* to confirm that services were being rendered as outlined in their Agreement, a copy of which was sent to them for their records at the time of payment. Mr.and ******************* were given two options to establish escrow; Mr. and ****************** chose to have their agent manually process their card to enter the funds into the escrow account, and their Agreement was sent via email to Mr.and *******************.
  
  Because their desire to cancel the transaction was not communicated until after the 10-day recission period ended and all services otherwise have been rendered in accordance with the Agreement, we consider the payment to be valid and fully earned and request that this complaint be closed. 

  Business Response

  Date: 04/23/2024

  Good Day,

  The consumer has submitted two chargeback disputes with **************** regarding the transaction.  Both have been ruled in favor of the business.

  Thank you.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21555522
  
  I am rejecting this response because: See attached letter - 'Continuation....'.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/09/2024

  They made this offer (TCS via their partner). Please advise. It is a ripoff!
  

  Customer Answer

  Date: 05/10/2024

  Hello BBB. Thanks again for taking our case against Timeshare Closing Services. They have come back with this offer attached which we feel is extremely unfair. They are demanding $,1488.00 for 'Brokers Fees' (I have lodged a complaint with you about their part - Strategis Realty), and $1.095.00 for TCS. This is robbery. I am ****** to pay a couple of hundred for their inconvenience. But this is shameful. They provided no service and did not pay our 2024 fees for the timeshare. Please advise. Thank you, ******

  Business Response

  Date: 05/10/2024

  At this time, efforts are being made to resolve this matter in a manner that is satisfactory to all parties.

  Customer Answer

  Date: 05/15/2024

  The 2 business' TCS and Strategis Realty refunded almost 77% of the charge which sopports my compplaints. I made the agreement to pay $1,000.00 of the $4,297.00 in order to close this out and avoid further stress. I am not allowed to make any further complaints or remarks per the reembursement agreement. But I am sure you have your ways to help consumers avoid or deal with these matters. I have the final document that I agreed to. ******

  Customer Answer

  Date: 05/15/2024

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

  Customer Answer

  Date: 05/16/2024

  Attached is the agreement. As you will see in the attached that as part of that I agreed to close complaints with BBB and disputes with AMEX and to not disparage the *** and Strategic Realty. The reimbursement of $3,297 of the original $$4,297 I am told is in process by check to my home address. Philip 

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I submitted all paperwork and money required to purchase a timeshare in October 2022. I was told this process would take 6 months. I have contacted this company several times and have been pacified each time. After being told the sellers did not correctly submit paperwork in January, my husband and I resigned paperwork and sent it in. We were notified in July 2023 that we needed to pay an additional set of maintenance fees for July-December of 2022 even though we paid for Jan-July of 2023 and we still have not had the timeshare transferred to us. I got fed up and called the timeshare directly only to be told the seller yet again did not complete their end of the paperwork correctly. The timeshare closing company continues to blame the timeshare but cannot seem to get their paperwork in order to make this sale successful. At this point I would just like a refund of the money I have spent. I am not willing to waste anymore time fighting to get this company to do their jobs correctly. Seller did not complete their end of the paperwork. It has been 10 months. I want a refund.

  Business Response

  Date: 08/18/2023

  We are currently working with this client to resolve their issue and provide a satisfactory outcome.