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:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 5, I received an email from **** after submitting my hardship release request letter and supporting documentation for the boards review. I was shocked when I read the email that stated I should expect to wait 6 months for a response. When I asked why the process would take so long, I was told the documents need to be reviewed for debts, sent to the Board for approval, and then I would be contacted. I understand other applications are being processed as well, but 6 months feels excessive and unreasonable.I recognize that the board may have a lot on its plate, but waiting half a year for an answerespecially one that could potentially be deniedis frustrating and difficult to accept.Transparency about the review process and why it requires so much time would go a long ******'s hard not to feel that this delay might be a tactic to extend the process unnecessarily, only to deny the request, leaving me to start over again after another year of maintenance fees. *** provided all the requested documentation and would appreciate a more reasonable timeline for a decision. There is no debt. Im a loyal owner. I just need out.

  Business Response

  Date: 03/26/2025

  Good morning...Please be aware that the hardship program is not handled directly by the Resort and all documents are submitted to the Corporate Office.  We have to give a window of 6 months as we do not see or make aware of the progress unless the Owner calls/emails for an update.

  Currently, the last note that has been placed on the account is that the documents were presented to the *** since March 4th, 2024. The Owner has been notified that they will be contacted directly by a representative of the *** therefore not sure why the Owner thinks there is no transparency.  Please note also there are other requests ahead of this Owner.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23115921
  
  I am rejecting this response because: Im not claiming their response lacked transparency; Im simply questioning why the process
  takes so long. Waiting half a year for an answer is unreasonable, especially when Im expected
  to continue paying maintenance fees during that time if billed. My concern is why this request is
  taking so much time.
  For context, I submitted my information for board review a month before March 4. On February
  5, I was informed that my information had been submitted. Now Ive been told *** lost an entire
  month of progress with no explanation provided. This process seems intentionally delayed.
  
  Sincerely,
  
  ********* ****** Badiian

  Business Response

  Date: 04/08/2025

  This case is currently being handled by the BOD.  There is nothing further that can be reported at this time.

  Business Response

  Date: 04/08/2025

  This case is currently being handled by the BOD.  There is nothing further that can be reported at this time.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** asked the company multiple times for answers and havent received one. They used to reply quickly, but now its been a month since I asked for someone to reach outstill nothing. I requested to return the timeshare, but they refuse, saying I could transfer it to someone else but not back to them because its a deeded property. That explanation doesnt make senseif I can transfer it, why not to the association? The truth is, they dont want to lose the money Im paying. This timeshare isnt worth anything, but they pushed me into it and wont let me out,hiding behind a contract I didnt have time to review before signing. During the sales meeting, they assured me the paperwork matched what they explainedthat was a lie. Im now stuck with something I dont want that was completely misrepresented. Renting it out is impossible, even though they claimed it was easy and guaranteed income. They also lied about costs, failing to mention lifetime maintenance fees that keep increasing. How is it acceptable to lie during sales meetings? Ive used the timeshare once and would have been better off at a ******* if Im being honest. I want out of this contract and my money back

  Business Response

  Date: 01/11/2025

  This case is being handled by the corporate office directly with the Owner.

  Business Response

  Date: 01/23/2025

  To whom it may concern:
  
  The Consumers communication via the Better Business Bureau platform from ****** ********** (Consumer) which was directed to Palm Beach Shores Resort has been forwarded to Palm Beach Resort ********************** (Developer) for review and response.
  
  We have reviewed Consumers Complaint and the allegations contained therein. We have also reviewed the communication history and ownership information that we have on file regarding the vacation ownership at issue.
  
  We have confirmed that Consumer entered into an agreement with Developer to purchase their Vacation Ownership on or about February 6, 2011 this was more than thirteen (13) years ago. We have confirmed that Developer has no record of receiving any prior communication from Consumer regarding any of these allegations or any request to return their Vacation Ownership. We deny the severely untimely and baseless allegations that are now being made by Consumer. We believe that making these claims after more than a decade of silent ownership is unreasonable.
  
  That said, please be advised that Consumer has an ongoing obligation for maintenance fees and property taxes. Maintenance fees and property taxes are billed and collected by the Association; not the Developer. Consumers financial obligation to Developer was satisfied in 2016. Therefore, any request or communication regarding Consumers desire to return their Vacation Ownership must be directed to the Association. The Association works with owners that are facing financial, medical, or physical hardships and Consumer may be eligible for hardship consideration. Although the Association is not obligated to accept the transfer of any owner's vacation ownership, they do work with owners facing hardships on a case-by-case basis. If Consumer is able to provide adequate proof of a hardship, the Association may offer payment options for maintenance fees and/or agree to accept the transfer of ownership and title of the Vacation Ownership. Consumer must contact the Association directly; they can communication with the Association by mail or email:
  
  Palm Beach Shores Resort and Vacation *************************
  Attn: Owners Resolutions Dept.
  ****************************************;                                                                                          
  ****************
  Email: ****************************************************************************
  
  In closing, Consumer is not entitled to cancel or return their Vacation Ownership nor is Consumer entitled to a refund. If there is anything that we can do to assist Consumer in keeping, maintaining and enjoying their Vacation Ownership, they may contact our **************************** directly. Concierge Specialists are available Monday through Friday from 8:30 a.m. to 6:00 p.m. EST and may be reached toll free at ************** or by email at: **********************************************************************************************.
  
  No further communication will be issued on this platform.
  
  

  Customer Answer

  Date: 01/27/2025

  Thank you for responding to my Better Business Bureau message. However, I still have
  unanswered concerns, so Im reaching out directly to clarify my position.
  
  You denied my claims, stating they were untimely, but that doesnt reflect the reality of my situation. Over the years, Ive tried to use the timeshare, rent it out, and even sell it to a
  friendwho ultimately didnt want it after seeing the property. My efforts to make the best of this situation have been continuous, despite the challenges of balancing it with my work schedule. Dismissing my complaints due to timing feels inappropriate, especially given the ongoing issuesand unmet promises that have persisted.
  
  When I requested to return the timeshare, your company refused, claiming it could only be
  transferred to another person, not back to the association, because its a deeded property.
  This explanation makes no senseif I can transfer it, why not to the association? The reality seems clear: the company doesnt want to lose the payments Im making. This timeshare isnt worth anything, yet I was pressured into purchasing it, and now I feel trapped. At the sales meeting, I was assured the paperwork aligned with the promises madethis was untrue. I didnt even have time to properly review the contract before signing.
  
  In the BBB response, you admitted that you do in fact accept deeds back but only for hardship
  cases. How is this not a hardship if I cannot use it, cannot afford to keep up with payments for something I cannot use, and was lied to about?
  
  The misrepresentation doesnt end there. I was told renting it out would be easy with guaranteed income, but that turned out to be a lie. I wasnt informed about lifetime
  maintenance fees, which have only continued to rise. How is it acceptable for your sales team tomake these false claims?
  
  Ive used the timeshare just once and, frankly, I wouldve been better off staying at a budget
  hotel. I want out of this contract and a refund of my money. The way this was handled, from
  misrepresentation to lack of accountability, is unacceptable.
  
  ****** **** Richardson 
  

  Business Response

  Date: 01/28/2025

  The Company has no further communication to offer via this platform as stated in the previous response.

  Customer Answer

  Date: 01/30/2025

  The same message was sent to the company via email at the provided email address in the previous response, but there has been no reply so far. If neither this platform nor your preferred email method works, how else can we establish communication?
  
  

  Business Response

  Date: 02/01/2025

  Much appreciated.  Thank you.

• Initial Complaint

  Date:12/04/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 filing a complaint against Radisson Palm Beach Shores Resort regarding my inability to continue making payments on the ********* contracts I acquired with their company.Due to my current financial situation, I can no longer afford the payments related to this purchase. Struggling to make ends meet every time a payment is due has caused me significant stress. I have reached out to Radisson Palm Beach Shores Resort to inquire about the options available to cancel my timeshare contracts, but I have yet to receive proper assistance or documentation to move forward.I am requesting that the company provide me with the correct documentation and a clear process to surrender my property and release me from all financial obligations associated with the timeshare. At this point, keeping this contract is no longer a realistic option for me, and I am hopeful that Radisson Palm Beach Shores Resort will assist me in resolving this matter promptly.I kindly ask for a timely response to this request so that this situation can be addressed as soon as possible.

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 have held a timeshare week with Palm Beach Shores since about 2010 or 2011. Under the Owner Information FAQ on the website ********************** it states: "Currently the Resort does not offer a re-sale program nor does it buy back timeshare units. You can contact the ***************** at ************ if you would like to deed back your week."I contacted that number and the ************* says there is NO program to deed back the week, even if the owner does not wish for any compensation to do so.This is fraudulent. Their only options are to sell the week, and it's pretty clear from various websites that people can't give away their weeks, never mind selling them.I would like help deeding back this week, as promised. I don't need money, I just need to not be liable for the annual maintenance fees they charge, and to be removed from any legal or financial liability for the timeshare Any help you can give is appreciated!Thanks,********* ********* ************************** ************

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Palm Beach Shores Resort regarding the lack of assistance I have received in addressing my repeated requests to relinquish my ownership. Despite multiple attempts to communicate my decision to forfeit my property I have not received any guidance or support from Palm Beach Shores Resort.I have reached out to Palm Beach Shores Resort on several occasions over a significant period, expressing my clear intention to terminate my ownership and settle any outstanding financial obligations promptly. However, the resort has failed to provide me with a satisfactory resolution or a clear process for relinquishing my ownership in a timely manner.I kindly request your intervention in facilitating a smooth and amicable procedure for me to surrender my property and settle all dues owed. Your assistance in ensuring that Palm Beach Shores Resort adheres to ethical and professional standards in handling my request would be greatly appreciated.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue with Palm Beach Shores Resort.

  Business Response

  Date: 09/11/2024

  To Whom It May Concern: 

  Our records indicate that in 2021 your letter of request for a deed back of your Timeshare Property was received. We also show that information and explanation of the requirements to prequalify for the Program was sent to you. Between March - July 2021, requests were made for you to submit your supporting documents of your hardship, but our requests went unanswered.

  Currently the Hardship Program is not available. However, if you would still like to be considered for the Hardship Program should it resume, please email or mail your supporting documents of your medical or financial hardship to Attention: Owners Resolutions Department at 1775 Bonaventure Blvd., Suite 31104, Weston, FL 33326 or Email: [email protected]. 

  Thank you. 
  
  

  Business Response

  Date: 09/12/2024

  To Whom It May Concern: 
  
  Our records indicate that in 2021 your letter of request for a deed back of your Timeshare Property was received. We also show that information and explanation of the requirements to prequalify for the Program was sent to you. Between March - July 2021, requests were made for you to submit your supporting documents of your hardship, but our requests went unanswered.
  
  Currently the Hardship Program is not available. However, if you would still like to be considered for the Hardship Program should it resume, please email or mail your supporting documents of your medical or financial hardship to Attention: Owners Resolutions Department at 1775 Bonaventure Blvd., Suite 31104, Weston, FL 33326 or Email: [email protected]. 
  
  Thank you. 
  

  
  

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 submitting a formal complaint against Palm Beach Shores regarding the timeshare I purchased from them on October 28, 2000. During the sales presentation, I was informed that it would last 90 minutes; however, it extended to several hours, approximately four in total. Throughout the process, there was considerable high-pressure sales tactics that intensified each time I declined. Towards the end, additional sales personnel were brought in to apply even more pressure. Furthermore, certain restrictions were not properly disclosed and were actively concealed.If I had been aware that I could only utilize the timeshare during a specific week, I would not have agreed to the purchase. I had believed I was acquiring real property with a "gold crown" status, designated as "red" time, complete with deed and title. Instead, I discovered that I owned only a one-week timeframe annually. To book a different week, I am required to join RCI and bank my week for exchange. I have utilized RCI to exchange my week for stays at other resorts and have never utilized Palm Beach Shores Resort and Vacation Villas.I have completely paid off my mortgage with Palm Beach Shores. Given my retirement age, fixed income, and restricted ability to travel long distances or by air, I am no longer interested in retaining ownership of this property. I respectfully seek your assistance in obtaining clarification from Palm Beach Shores Resort regarding their plan for terminating this timeshare contract.Thank you for your attention to this matter, and I eagerly await your response.

• Initial Complaint

  Date:05/01/2024

  Type:Order Issues
  Status:

  UnansweredMore 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'm writing to file a complaint about the misrepresentation and resulting financial strain we've faced since purchasing a timeshare. Despite assurances given during the sales process, our experience has been anything but straightforward and enjoyable.During the purchase, we were led to believe the timeshare would bring years of joy and relaxation. However, we were served alcohol abundantly, creating an atmosphere that obscured the investment's true nature. Promises of easy, cost-effective travel through the timeshare have not materialized as expected.Contrary to the assurances provided, the rates for our timeshare have increased significantly each year, making it increasingly difficult for us to afford. Moreover, transferring our week to visit desired locations has been a constant struggle due to availability issues. The promise of being able to sell the timeshare if we chose to do so in the future has also proven to be impractical and unattainable.Since acquiring the timeshare, our financial situation has taken a severe hit. Unforeseen circumstances have forced us to halve our income, causing considerable financial hardship. Rising costs of living over the past three-plus years have compounded our difficulties. Additionally, constraints imposed by our life stage, including juggling small children and work commitments, have made it impossible for us to utilize the timeshare effectively.Furthermore, our family has faced additional hardships, including a cancer diagnosis, subsequent surgery, and ongoing medical monitoring. We have also expanded our family by welcoming four children and have had to relocate to be closer to aging parents, necessitating further financial adjustments.Given the numerous setbacks and unexpected events we have faced, we kindly request your understanding and assistance in finding a resolution to our timeshare predicament. We are open to discussing potential solutions that *** alleviate the financial burden we currently bear.

• Initial Complaint

  Date:04/09/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 compelled to write this letter to formally file a complaint regarding my timeshare with ********************************* Villas. Despite my investment in this timeshare, it has sadly failed to deliver the promised benefits, leaving me with no other option but to seek an exit from this contract. To date, I have been unable to utilize the timeshare for personal use or exchange it, rendering it effectively useless to me. This situation is particularly disheartening given the financial commitment I have made, only to receive no tangible return on this investment. Additionally, my experience during the sales presentation was far from satisfactory. The sales team employed ****** pushy tactics, which not only made the process uncomfortable but also extended the duration of the presentation beyond the promised 90 minutes. More concerning was the omission of crucial information regarding the rescission period, which denied me the opportunity to make an informed decision and, ultimately, left me feeling misled and entrapped in an unwanted commitment. Given these circumstances, my objective is clear: I wish to terminate my timeshare contract with ********************************* Villas. I respectfully urge the resort to provide a straightforward and equitable process for the cancellation of this contract, thereby relieving me of any future financial and legal obligations associated with it. As a retiree, the burden of this timeshare far outweighs any potential benefits it may have offered. I firmly believe that the misleading sales practices lies with ********************************* Villas, which also holds the capability to release me from this commitment. I am hopeful that with your assistance, we can arrive at a just and satisfactory solution. Your prompt attention to this issue is greatly appreciated, and I look forward to receiving a response that outlines the next steps towards a mutually acceptable solution. Thank you for your attention and consideration.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2022 my wife and I visited ********* Beach ******* and stayed at the Palm Beach Shores Resort. We were solicited to participate in an presentation centered on getting ** to upgrade our time share. The Palm Beach Shores ************** hosted this function. We were told that we needed to pay $25 and after the presentation we would get a $100 gift card whether we purchased anything or not. We went through the program and once finished decided not to upgrade our existing time share. The welcome issued us the gift card. Sixteen months later we decided to use the card for christmas shopping. Little did we know that the card expired 3 short moths after it was issued. We immediately contacted the resort's ************** and were told "The card expires when it expires" and we need to contact the **** people. We told them we contact **** and they referred us back to the resort ************** since you authorized the card. They said they have nothting to do with the card **** had to deal with it. I was getting the run around with no answers provided. The Palm Beach Shores Resort's ************** never even told us that there was an expiration date. We not only lost our $25 but the $100 card they issued to us. Please help us resolve this issue.

• Initial Complaint

  Date:08/14/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were charged an undisclosed "housekeeping fee" of $25 just because we did not stay a full week. We were not advised of this prior to or at check in. We had to pay it to check out. I later tried contacting the business and the man admitted that we should have been advised of the fee but refused to refund it to us. I have never before stayed at a hotel or time share resort where we were charged a "housekeeping" fee!