ComplaintsforThe Cove at Yarmouth

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been guests at The Cove for over 20 years. More recently, our stay included an offer for a gift certificate at The Loft ( the resorts restaurant) in exchange for attending a vacation plan seminar facilitated by ****************** Solutions (PLS), presented by ***********************. In short, we own a timeshare, and a vacation home in West Yarmouth; we only attended for the gift certificate-- as we repeated for *********************** (PLS rep), and ***********************, the manager who was reportedly the only one who could convey the gift certificate. We watched the room empty, and the price drop on the membership offer, with every "no". We were then offered a way to get out of our time share; join PLS, pay $800 transfer fee, be out. What we found out after 4 months of waiting for the transfer, is that it's not a transfer at all. *********************** promised us (the only reason we joined) that we would be out of our timeshare with no caveats if we paid the fee, and provided the documents ****** Transfers required we would be relieved of our timeshare. Title Transfers, the company we thought we were paying to transfer title to PLS is in the business of selling, not transferring. We did not need PLS for that; they said whatever they needed to to get the sale. To date, our timeshare has not been transferred nor sold. PLS refuses to rectify the situation, to add insult to injury, their only response is to take advantage of the vacation membership we didn't want in the first place. At our most recent stay at The Cove, PLS is offering an 8 day/7 night bonus vacation to the first 25 guests to return. The Cove is complicit in these high pressure sales, and has not ONCE responded to the MULTIPLE complaints.

  Business response

  03/14/2023

  Complainant purchased a travel product from our sales and marketing company PLS.  PLS is our vendor however The Cove at Yarmouth wasn't a party to their transaction.  Our understanding is that the complainant failed to follow through on timeshare transfer and then disputed initial purchase of travel club membership which are two different items. 

  Customer response

  03/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [if why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Customer response

  03/20/2023

  The Cove was complicit and absolutely party to the transaction, as this is their vendor. I can provide proof that The Cove is 100% party to *** as a business partner, and propagating high pressure sales, and untruths used to make sales at all costs; we booked a stay with the Cove, not a stay with ***, nor did we have prior knowledge of ***-- this was 100% driven by our stay at The Cove.    We most certainly did not fail to follow through on the timeshare transfer; we complied with all requests for documentation/information/payment in a timely fashion.  We disputed the initial purchase of the *** travel club membership, as it was conveyed to us that that the travel club was transferring the  time share on to themselves. We disputed only after being informed that ****** Transfers was indeed attempting to sell, not 'transfer' title of our timeshare.  Mind you, this is after *** acknowledged that it's "virtually impossible to sell", but that we should be "patient".  Why else would we have agreed to terms, given that we have literally travelled the world, own a timeshare exchangeable for trips globally, and own a second vacation home literally down street? Further, we specifically told both *********************** and *********************** (numerous times, over multiple hours) we were not interested in additional vacation opportunities.  After being lured by the promise of timeshare relief, and before signing, we outright had explicit confirmation from ************ that buying in and paying out (the fee for transferring the title, which we believed was just a legal paperwork fee), we would be relieved.  Lies.  After numerous complaints, why is this the first time we are receiving ANY acknowledgement from The Cove?  We were mislead, lied to, and totally ignored to date.  It's time The Cove acknowledges what they already know as truth, given *** has not once denied accusations.  We did everything we were supposed to do; The Cove needs to acknowledge responsibility and rectify the situation.  After 20+ years of patronage, The Cove has been a huge disappointment in their apathy, inattention, and blatant disregard to what is right.   There is no *** without The Cove.  ***'s lies are The Cove's lies.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB omplaint process.
  
  FAQ
  
  Regards,

  ******

   

   

*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. ↩