ComplaintsforResortcom International, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We would like to file a complaint and seek assistance from the BBB due to this companys unwillingness to work with us to come to a resolution. We brought several concerns to their attention, including them serving us alcohol during a sales presentation, followed by them having us sign a contractual agreement. We also advised them that we were misinformed about what this purchase would entail, including benign told that this was an investment opportunity, we would have low maintenance fees that would remain the same throughout the terms of our agreement, and that we could sell it back at anytime, if we were unable to use it. We have not been able to use is, they lied about the maintenance fees, and they have refused to let us sell it back. We feel that considering that they misrepresented this ownership, and they sold it to us while putting us under the influence of alcohol, we should be allowed to return this and get our money back. Please help us.

  Business response

  06/26/2024

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/28/24- we were advised to pay $2,580 to settle our balance with fees removed and we paid the balance.5/29/24- we found out fees were not removed.5/30/24- We made multiple attempts to reach out to Resortcom and we're refused management, we were hung up on several times, and we were advised to wait until someone was ready to contact us.5/30/24- after no contact from resortcom we filed a complaint on their social media pages and we had our complaint removed, and we were blocked from their pages. 5/30/24- we attempted to book a vacation and we're advised by the same staff that no dates were available to book a vacation while we had access to the site and could clearly see there were dates and rooms available We have been lied to, deceived, discrimated, and have been fraudulently led to paying and getting nothing in return. We have the recorded calls of staff being rude, condescending, and verbally saying call back later and hanging up. We are requesting a cancelation of our contract without penalties and a refund of our recent payment of $2,580 effective immediately as we have been put through extremely stressful situations by Resortcom and ************ I ask that The BBB do a full investigation on the deceitful practices this business has been doing to citizens that have paid hard earned money and be lied to in the end.

  Business response

  06/13/2024

  Greetings,

  We regret that we could not reach a satisfactory resolution with our member. For clarity, we waived 75% of his late fees, amounting to $328.05 as a gesture of goodwill. Maintenance fees for his account were assessed in September 2023, with a due date in November 2023. He paid this fee by credit card on December 31, 2023, but subsequently contested and reversed the payment, resulting in his account becoming delinquent.
  Recognizing that financial difficulties can arise, we waived part of his late fees from his account to allow him to book a reservation and continue his vacation plans. Typically, processing waivers takes up to 48 business hours, but due to month-end volume spikes, it took an additional 8 business hours. Regrettably, we did not adequately communicate this delay to our member.
  To address this inconvenience, we offered a $250.00 credit toward his vacation, which he declined, expecting compensation of $3,808.00.
  Maintenance fees are contractually due every year by November 30. Failure to pay results in a 12% late fee and a reinstatement fee,as specified in the contract ************** signed. While we strive to ensure our members are satisfied, we believe the member is taking advantage of our goodwill gestures. Therefore, we respectfully request that the BBB reconsider and close this case. Thank you.
  

  Customer response

  06/26/2024

  
  Complaint: 21787934
  
  I am rejecting this response because:
  The claims being made are completely inaccurate. I have the call recording from Resortcom at no point was $250 offered as compensation for the additional call recording I have where the representatives hung up on us purposely, were disrespectful, laughed and mocked us when we asked for a supervisor. I did infection receive a call and I asked to have our $580 all inclusive payment waived and I immediately received a NO. It seems like after Resortcom treating us the way they have as "Elite" members, not only do they lie to the BBB but also mention they offered a $250 credit after paying them thousands of dollars. Like I said I have the pictures and call recording to prove it.
  In addition to this my ask at this point is to find a better solution that is reasonable and or terminate the agreement without additional fees as we have been treated far from "Elite". I have provided additional files to show how Resortcom has blocked from their social media platforms, and if this is what "Elite Member" treatment is, then i want no part in it. If the BBB would like the call recordings please let me know i would be more than Happy to send those. So I ask that the BBB assist us with additional support to come to a reasonable agreement at this point. 
  
  Sincerely,
  
  *******************
  

  Business response

  07/04/2024

  Greetings,

  We stand firm in our position. We have waived the late fees as previously communicated. We believe there has been no wrongdoing on our part and can offer no further concessions beyond an explanation of the situation. Our records show that the member is currently enjoying their vacation at our ****************************************** property (reservation 1B304DC) without further complaints.
  On June 24, 2024, we received a second chargeback for the $2,580.00 payment made in May 2024. The member made a payment only after being informed that their reservation was at risk. They also requested and were granted amnesty for a loan delinquency, allowing a full monthly payment deferral, which was subsequently charged back as well.
  We are disappointed by the member's response to their contractual obligations. In response to their latest BBB communication, ************** must pay off the original financing to terminate the agreement. These cancellation requirements are clearly stipulated in the contract ************** signed. Aside from the late fee waiver and loan due date adjustments, we cannot offer anything further as we have made multiple efforts to work with our member. We respectfully request that the BBB considers our sincere efforts to resolve this situation, which have been met with chargebacks and refusal of payments.
  

  Customer response

  07/04/2024

  Hello BBB,
  
  The issue lies not with ***********************, but with Resortcom. During our trip, we raised concerns about the unsatisfactory customer service provided by **********************, not only to us but to other Tafer customers who have also voiced complaints about their unprofessional treatment. My spouse and I experienced identity theft last year, resulting in ongoing issues with our credit accounts, which prompted our initial request for assistance with fees. Resortcom's handling of these issues was inadequate, involving repeated hang-*** and refusals to escalate our concerns to a supervisor for resolution.
  
  We continue to face challenges across all our accounts, not just our membership with Tafer. If we had found an alternative vacation option sooner, we would have chosen it over Tafer due to the negative experience with Resortcom. Despite having already paid for flights and other arrangements, Resortcom's conduct has left us with a deeply unfavorable impression.
  
  If Resortcom had handled everything correctly, why did they block us on social media and not get back to us by phone? Resortcom's response here, without full knowledge of our situation, speaks volumes about their approach to customer relations. Had the initial supervisor we contacted responded promptly, this situation could have been avoided. We urge Tafer to reconsider their partnership with Resortcom, given the company's apparent disregard for customer satisfaction. ********************** continues to reply as if they are and have handled the situation when in fact they have not once made an attempt to contact us. We ask that at this point ********************* (share holder)gets involved to handle resortcoms unprofessional approach and treatment towards Elite members. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,We are lodging a formal complaint against ResortCom and Tafer Resorts for engaging in fraudulent practices and failing to honor our request to cancel our timeshare and refund our money. Below in the downloaded documents, is a detailed account of the incident and our issues. Contracts and more proof can be provided. We trust the Better Business Bureau will take this complaint seriously and assist us in resolving this matter promptly.Thank you for your attention to this urgent issue.Sincerely,********************************* and *******************************

  Business response

  05/23/2024

  Greetings,

  Please provide an account or contract # so we can further assist you with your BBB complaint. Thank you
  

   

  Customer response

  05/23/2024

   
  Complaint: 21747543
  
  Our contract number is VF8638, Member number is 35-60016.
  
  Sincerely,
  
  *******************************

  Business response

  05/28/2024

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

  Customer response

  05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have paid our timeshare in full. It has been paid in full for many years. We have not used it since 2017. We have continued to pay maintenance fees on it. I have reached out about cancelling the timeshare throughout the years with no response back about canceling my timeshare without refund due to the increasing fees and our inability to travel - especially due to Covid 19. They emailed us back but never fulfilled the email about speaking to someone. Attached. I have also reached out about using the timeshare with no response back. I received a response back about a password issue this year as we do not have our contract number handy anymore. Never was able to get through to a person. I would like out of the maintenance fees and out of this never ending contract. The customer service is terrible and they only want to communicate with you when your maintenance fees come up.

  Business response

  05/23/2024

  Greetings,

  Please be advised that the resort will proceed  to cancel the contract per BBB complaint. Attached is a Voluntary Surrender forms for member to complete and submit so we can cancel the membership. Thank you.
  

   

  Customer response

  05/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,We are writing to lodge a formal complaint against ResortCom and ************************ for engaging in fraudulent business practices and failing to accommodate legitimate requests for contract cancellation under extenuating circumstances.During a vacation in ******, our excitement led us to purchase a timeshare from ************************. However, our initial enthusiasm has since been marred by experiences that starkly contrast the promises made during the sales presentation. We were subjected to mounting maintenance fees, exorbitant interest rates, and rigid policies that greatly hindered the practical use of the timeshare.When hardships arose, making it difficult to maintain ownership, we contacted ************************ to request a cancellation of my contract. During the discussion, we were informed that full settlement of our loan balance was the only avenue to nullify our agreement. This demand is unfair and reflects an abject neglect of ethical business conduct and consumer rights, particularly after realizing the extent of misinformation conveyed to us at the point of sale.Additionally, a convincing yet deceptive argument led us to part with $4000, based on an assurance that future maintenance fees would be waived. This was utterly falsea deceit compounding our frustration and sense of being defrauded.In resolving this issue, we demand:The immediate and full cancellation of our timeshare contract associated with ************************.A complete refund of the initial investment made towards the timeshare, including the falsely obtained $4000 purportedly against future maintenance fees.It is evident that ResortCom and ************************ have engaged in deceitful tactics and thus breached their customers' trust and financial well-being. We urge the Better Business Bureau to investigate these unscrupulous practices comprehensively and enforce measures that provide justice and prevent future occurrences to unsuspecting consumers.We are determined to seek resolution through the proper channels and trust in the BBB's commitment to upholding consumer rights and corporate accountability.Thank you for your attention to this matter. We look forward to your swift response and action.Sincerely,************************* and ***********************

  Business response

  04/22/2024

  Greetings,

  We acknowledge receipt of your formal complaint regarding your timeshare contract with ************************. We sincerely regret any inconvenience or dissatisfaction you may have experienced during your ownership.
  
  Upon reviewing your concerns, we would like to address the points raised:
  
  Contractual Obligations: As outlined in the signed contract, maintenance fees are a standard component of timeshare ownership.These fees were explained during the sales presentation and are detailed in the first page of your contract, which literally explain that only 2 maintenance fees were included. Furthermore, your contract provides access to various benefits, including discounts, bonus time, and other amenities.
  
  Refund Policy: The terms of our refund policy are clearly stated in the contract, which you acknowledged and accepted at the time of purchase. The specified timeframe for refunds is within five days of purchase or by voluntarily surrendering the contract after settling the total due balance.
  
  Financial Information: All financial details,including interest rates and monthly payments, were transparently presented in the promissory note, which you signed.
  
  Additional Benefits: Your contract also grants you access to resorts worldwide through our affiliate partner RCI, enhancing your vacation options beyond our properties.
  
  Given your expressed desire to terminate the contract, we are willing to make an exception and accept your voluntary surrender (forms will be emailed and need to be completed) without requiring a refund.
  
  We understand your frustrations and aim to address them to the best of our ability. Should you have any further inquiries or require assistance, please do not hesitate to contact us.

  Thank you.

  Business response

  04/23/2024

  Please see attached Voluntary Surrender forms. Thank you

  Customer response

  04/23/2024

   
  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. I have received the Voluntary Surrender documents to cancel my timeshare. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received an email of perpetual recurrent payment from Resortcom,but I already filed the cancelation with Group Villa del Palmar.

  Business response

  04/02/2024

  Greetings,

  Please be advised that the member was already reimbursed to the same credit card they used to pay down payment.
  Reimbursement took place on March 19.
  Saludos, 

  Business response

  04/02/2024

  please see attached

  Customer response

  04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ************************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Sent letter to cancel program as they lied advising it wasnt a timeshare. We established it is a timeshare program and we are within the time frame of cancelation. Have tried to contact the sale agents directly to get address to send information with no response. Sent letter to address on contract for cancellation as well as to their office and to sales representatives for cancellation. Yet no response from agent manager or anyone else.

  Business response

  03/05/2024

  Greetings,

  Please provide your account number or contract number so we can further assist you with this BBB complaint. Thank you.
  

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Increased in the cost of living, which is hard to financially maintain Unable to book where I want due to limited availability The timeshare is not what it was originally sold to me as I dont want to pass the financial burden on to my family There are hidden fees that are not discuss at the time of presentation

  Business response

  03/13/2024

  Greetings,

  
  Please be advised that resort have reached a mutual resolution to the complaint. The resort is allowing cancellation- fee waived.The Voluntary Surrender documents for member to complete and submit was emailed to member's email address on file. Company considers this to be the last response to this BBB complaint and request BBB to close the case. Thank you
  

  Business response

  03/13/2024

  Please see Voluntary Surrender forms attached. Thank you

  Customer response

  03/13/2024

   
  Complaint: 21369773
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ResortCom has sent communications on behalf of our account number ******** with Villa Resorts. Instead of addressing the issues at hand, ResortCom has only asked us for more money. I certainly do not believe that this timeshare company or its affiliates is due any money - especially due to their complete lack of regard for our genuine concerns and grievances. It is unacceptable to be dismissive of your "owners". I am requesting the immediate termination of the timeshare contract and to have no further communication from this company.

  Business response

  03/13/2024

  Greetings,

  The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed. They purchased the membership in 11/10/2021, then went through an account activation process and confirmed the purchase which occurred on 11/18/2021. The company has offered on different occasions to the member to keep the membership with the points equivalent to what has been paid to the principal, this would mean to pay off the membership and make use of it, only the consumer will have to comply with the maintenance fee payments, to which the member originally committed under the terms of the agreement.
  
  The company continues to maintain the offer for the member to keep the membership for what he has paid up to now.
  
  Saludos!
  
  *******************************
  Member Services Director
  M | **************************    P | **************** Ext. 5555

   

  Customer response

  03/21/2024

   
  Complaint: 21366426
  
  I do not see why you can't keep what I paid and we part ways. I don't want to maintenance fees forever. I did not realize this would be the case when I signed up. I was assured I could get out of it at any time I didn't want. That is all I want is to be done with the timeshare. I know the investment was not true and I accept that I got myself into that but I shouldn't continue to be punished for a mistake forever. 
  
  Sincerely,
  
  *******************-shavings

  Business response

  04/01/2024

  Greetings,
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

  Business response

  04/01/2024

  Voluntary Surrender forms for member to complete attached. **

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am attempting to cancel my parents timeshare as my father is deceased and my mother has Alzheimer's. I have called and emailed over 10 times beginning January 17th, 2024 (I have access and proof of all emails/communication). On January 20th, 2024 I provided ResortCom with exactly what they've asked for: my Father's death certificate, my ***** of ********* a letter from my mother's neurologist stating she has Alzheimer's. I have also paid all outstanding maintenance fees on the timeshare. In the past 6-weeks, I have not yet received the paperwork for how to surrender the timeshare back to the company. I have only received paperwork on how to transfer the timeshare to another person, which I clearly said we do not want to do. What I want is to get a timely response from the company, allowing us to surrender the timeshare as is well within our rights. ResortCom will not give me a phone number, they will only communicate via email and so I am at their mercy in terms of when, or if, they decide to respond. If ResortCom delays the surrendering then we have to pay more timeshare fees to the *********** at the end of the year, this may be why they won't respond. Please help us prevent this company taking advantage of our elderly mother who can no longer manager her affairs, nor pay for this timeshare in the future.

  Business response

  02/28/2024

  Greetings,

  Please be advised that the Voluntary Surrender forms was sent and got crossed from the time this BBB complaint was filed. Thank you.
  

  Customer response

  02/28/2024

   
  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 (they responded as soon as they got your email). They may however still delay processing the forms once I return them. I hope this is not the case for my elderly mother's sake.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩