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:03/18/2025

  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.

  Despite multiple attempts on my part and through the BBB, the resort has refused to respond. The BBB sent several reminder notices but received no reply, ultimately closing my complaint as ************* is clear that the resort is deliberately avoiding a response because they are guilty of misrepresentation and breach of contract, and they want to avoid liability. I am also aware that another individual who attended the same sales presentation with the same sales representative, ***** ********, was offered a refund and had their case fully closed. This inconsistent handling of identical complaints further highlights their unwillingness to take **************************************** Failure to Obtain a Response: As the financial and administrative arm handling these matters, ResortCom should ensure the resort addresses disputes in a timely manner. However, no response has been provided despite multiple attempts.2.Resorts Avoidance to Evade Liability: The resorts refusal to respond is an attempt to avoid addressing the clear breaches of contract and misrepresentation that took place.3.Breach of ***************************** The sales representative recommended rental companies as an income source, violating contract terms. I have attached WhatsApp messages and the relevant contract section as evidence. I am requesting that ResortCom escalate this matter and ensure the resort provides a formal response confirmation that my ********* contract has been fully canceled and that I have no further obligations. Additionally, my bank conducted an independent review, found merit in my claims. Given that another individual in the same situation received a refund, I expect the same fair treatment. The continued silence from the resort and ResortComs failure to obtain a response only further prove their wrongdoing. If this matter is not properly addressed, I will have no choice but to explore further action.

  Business Response

  Date: 03/19/2025

  Greetings,

  Please be advised that this BBB complaint ******** is a duplicate of BBB complaint # ********. Thank you.
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: ********
  

  ResortCom,
  

  I would like to clarify that the complaint referenced as BBB #******** is not a duplicate of BBB #********. The previous complaint was filed against ***********************, while this current complaint is specifically directed at ResortCom.

  
  This complaint pertains to ResortComs failure to facilitate communication or resolve the ongoing issues Ive raised regarding the breach of contract and misrepresentation. The lack of response and failure to escalate the matter appropriately by ResortCom is the subject of my current complaint.

  Furthermore, ResortCom continues to assert that I owe them, and they have been threatening to send my account to collections, even though the resort has not responded to my current concerns.

  
  The lack of communication and failure to escalate the matter appropriately by ResortCom is unacceptable. I am requesting that ResortCom treat this as a separate and distinct case and provide a formal response addressing the breach of contract, misrepresentation, collection threats and the cancellation of my timeshare contract.

  I expect a resolution to these issues, including the cessation of collection threats, and confirmation that my timeshare contract has been fully canceled and that I have no further obligations.

  
  Thank you for your attention to this matter, and I look forward to your prompt resolution.
    

  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/19/2025

   

  Greetings,

  ResortCom is a third-party service provider and does not have the resources or the authority to make decisions or provide solutions to any matters that do not include reservations, collections and accounting, loan and maintenance fees, any other concerns other these need to be directed to the proper entity or authority.  ResortCom is already in contact with the property regarding the said complaint and will forward any new information we receive.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23082035
  
  Thank you for your response. However, while I understand ResortCom's role as a third-party service provider, I fail to understand how ResortCom can continue to attempt to collect money under a contract that has been breached.

  
  Additionally, I previously requested that my account be placed on hold and not be sent to collections while this matter is being handled. ResortCom declined my request, and I continue to face collection threats. This is causing undue stress, and I find it unacceptable to be threatened with collections when the situation remains unresolved.

  I believe that ResortComs continued attempts to collect money under a contract that has been breached and misrepresented violate consumer protection laws, including those that govern unfair or deceptive business practices.
  
  I request that ResortCom ensure this issue is escalated and resolved promptly before any collection attempts. I look forward to your immediate intervention and a formal confirmation that my account will not be sent to collections while this matter remains unresolved .

  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/24/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the company would like to clarify that the contractual agreement member entered,clearly states its a vacation membership with lodging and use of timeshare services,entitling member to the use of the developments own by the company in ******,in addition, for one year only, as an additional benefit, the company pays members subscription to Interval International, were member can exchange their time to travel to other destinations not owned by the company, however, if such exchange is used, policies, fees and availability will depend on Interval International.
  
  Members first year of use is 2025 and as members contract states, they can start booking their reservation with 24 months In advance, Interval international membership has an expiration on 1 year from date of purchase.
  
  In addition, member acknowledge that the membership purchase was not with investment expectations.
  
  The company requests member to comply with the contractual agreement they have since the company is not failing to comply with the contractual agreement member has reservations booked already.

  
  Best Regards, 

  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23082035
  
  I am rejecting this response because:
  
  
  Thank you for your response. However, it does not address the core issues raised in my initial complaint which was purposely ignored by your company.
  
  

  Please address my initial concerns: 

  
  1. Breach of Contract:
  
     The sales representative, ***** ********, violated the terms of the contract by explicitly recommending rental companies as a way to generate income from my timeshare. This is in direct violation of the companys policies, which state:  
     *In addition, the Consumer's salesperson is not allowed, in any way, to represent any specific rental or sales rates or refer any rental/resale companies to Consumer.*
  
     - I have attached WhatsApp conversations where the sales representative confirms this recommendation.
     - Additionally, I have attached the relevant section of the contract that states the above and directly contradict what was represented to me during the sales process.
  
  2. Independent Review by Card Services:
  
     Visa and ************************ conducted a thorough independent review of my dispute and found merit in my claims. They determined that I did not receive the services as promised and ruled in my favor. This independent determination supports my position that I was induced into the agreement under false pretenses.
  
  3.  You mentioned that I have reservations booked, but I would like to clarify that I do not have any reservations booked because I am unable to book. Please provide proof of booked reservation. I have been denied access to the booking system and other key features of the timeshare.
  
  4.   Additionally, I would like to point out that another individual who attended the same sales presentation with me had their money refunded and their contract canceled due to the same concerns. This inconsistency in handling identical complaints further highlights the lack of accountability and fairness in your process.
  
  Given the above facts, I am requesting cancellation of my timeshare contract due to the breach of contract, misrepresentation, and the failure to deliver the services as advertised. Furthermore, you cannot attempt to enforce a contract that has already been breached by your company.
  
  I hope we can resolve this matter amicably, but if we are unable to reach a fair resolution, I may have no choice but to explore other avenues, including legal options, to protect my rights.
  
  I look forward to your timely response.
  

  
  

  Business Response

  Date: 04/09/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the company respectfully disagrees with the member's claims.
  The company has consistently provided the member with services as outlined in the contract. The contract clearly states that reservations are subject to availability. If the member was unable to secure the desired dates or room, alternative options were presented.Additionally, the member had previously booked a reservation that was later canceled and opted to exchange the time.
  While the member is correct they have not yet utilized the membership, this is due to bookings scheduled for a later date.
  It is important to emphasize that every situation is reviewed on an individual basis. If a cancellation was granted to another individual, it was done in accordance with their specific circumstances, including meeting all required criteria. In this case, however,the member in question signed an agreement that clearly states under Clause 16 that they have five days to cancel members purchase date is 05/19/2024.
  The company respectfully requests that the BBB encourage the member to honor the terms of the contractual agreement they signed.

   

  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

• Initial Complaint

  Date:03/14/2025

  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 seeking assistance after I signed a "Membership Purchase Agreement" due to your representative's misrepresentation and false advertising. On August 15, 2022, we entered into an agreement with your representatives in ***************, ******. Our membership granted us the right to reserve a two-bedroom vacation suite for seven days per year for fifty years.Additionally, our membership included various amenities such as guaranteed accommodation,personalized room services, and discounted access to spa treatment and gourmet dining.However, when we booked our stay in 2023, we were surprised to discover that our membership did not include the amenities that drew us to the resort. Services such as priority at the beach,access to restaurants and cabanas, and personalized room services no longer existed. In fact,when we returned in 2024, we witnessed that it was more economical to pay out-of-pocket for those amenities than to use our membership benefits. To make matters worse, the same amenities that had been revoked were now marketed as incentives to purchase a newer and costlier membership. In sum, we are seeking to rescind this membership because the benefits that induced our decision were not only stripped away but repackaged and resold to us.

  Business Response

  Date: 03/19/2025

  Greetings,

  Please be advised that this account is on legal review and we are in communication with the member. Please see attached correspondence sent to the member. Thank you
  

   

• Initial Complaint

  Date:03/05/2025

  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.

  Since purchasing this membership, my experience has been nothing but unmet promises,misleading information, and an utter lack of support from anyone. Despite reaching out to their team consistently since December, the company has refused to address my concerns and has instead prioritized demanding payments. They are threatening me with collections, which is a completely unacceptable and unfair response given my situation. I purchased this membership with the understanding that it would provide me with one week of vacation annually, seamless booking across various properties, and a flexible, stress-free experience. However, I quickly discovered that none of these commitments have been met. Every time I attempted to use my membership, I faced a consistent lack of availability and subpar customer service assistance. I discovered after my purchase that the points I was sold only cover two days of vacation, another misrepresentation compared to the one-week duration that was promised during the sales process. Shortly after my purchase, I faced severe health challenges, including being hospitalized due to Covid, pneumonia, and the flu. These illnesses have left me struggling financially, and this timeshare has become an unnecessary and overwhelming burden.Given the extenuating circumstances, I feel my request for resolution is more than fair. I am simply asking for a refund of the amount I have paid so far and for my name to be removed from the membership.

  Business Response

  Date: 03/26/2025

  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.Voluntary Surrender documents were sent to member's email. Thank you. 

• Initial Complaint

  Date:02/26/2025

  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.

  Has anyone else attended a sales meeting for a timeshare with ResortCom International where the agents served endless margaritas and alcohol to wear you down after saying no the first,second, or third time? That was the experience my husband and I shared. They put us in a beautiful room and claimed it would be ours if we bought the timeshare, along with a bonus room. Shortly after we purchased, my husband passed away. Then I was diagnosed with cancer and could no longer travel. I lost my job and now live on a tight budget. To make matters more challenging, I was granted custody of my three grandchildren, completely changing my life.Despite all this, I kept paying the maintenance fees for as long as I could, even though Im not using the timeshare. When I could no longer afford the fees, I reached out to the company for help, but their only response was to demand payment or send the account to collections.After years of faithfully paying, despite the unethically high-pressure sales tactics accompanied with an abundance of tequila that led us to sign in the first place, they refused to offer any assistance. Instead, Im now being harassed by collections, threatened with late fees, and my credit is being ruined. Ive paid them so much alreadywhy cant they transfer the timeshare to someone else? They host new sales meetings every day, so its not like they cant find a new buyer. Im asking for a little goodwill after being a loyal owner. Please, help me get out of this.

  Business Response

  Date: 03/26/2025

  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

  Date:02/25/2025

  Type:Customer Service 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 purchased a membership in ******************************************* 2018. We haven't used this time share membership since 2017. Now, I am receiving new bills for a maintenance fee plus late charges since 2018. We feel like we have been misled about the cost including the maintenance fee for the time share. If we had known, we would have canceled right away rather than waiting 6 years later. Now, they are asking for around $650 in late fees! I am seeking to cancel my membership dating to 2018 when I paid off my membership.

  Business Response

  Date: 02/26/2025

  Good morning,
  Hope this communication finds you well.

  We have been directly in contact with the member, and we are currently discussing his complaint looking forward to explaining the situation in detail and reach a mutual agreement based on contract signed.

  Cordially,

• Initial Complaint

  Date:02/17/2025

  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.

  On 11/22, I emailed *************** to explain my cancellation request further, as I was shut down. They claimed they wouldnt address my concerns because the timeshare wasnt paid off.On 11/26, they replied saying my complaint was forwarded to the appropriate department. I followed up on 1/12 asking for an update, but no one responded. Im extremely frustrated. I shouldnt have to pay off a company that lied to me just to discuss how they lied and request restitution. Theyre forcing me to repay money the sales agent withdrew based on false promises of benefits that didnt exist, just to cancel the membership they enrolled me in. They knew I couldnt use this and still roped me into a financial obligation big enough to work in their favor.Upon arriving at ************ for our family vacation, we were approached by individuals offering a free excursion. At the desk, we picked an excursion and were asked for a $50 refundable deposit to cover breakfast costs if we didnt show up. That day, we were taken to a resort where ***** ******** pitched us a travel package after breakfast. Despite concerns about scheduling and travel needs, we were promised perks due to my Veteran status, including $55 hotel rooms and unlimited getaways through the Interval program. After purchasing, we found these promises were false. The $55 rooms were unavailable, getaways required full-week stays with fixed check-in dates, and unexpected fees and restrictions appeared. The contract states we signed up for unlimited getaways, but this was clearly misrepresented. We requested cancellation and a refund, but our requests were ignored. To date, weve spent $4,703 upfront, $254.87 in monthly payments since November 2023, and maintenance fees of $605 for 2024 and $635 for 2025, totaling $9,001.44 without using it. Exploiting

  Business Response

  Date: 03/04/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, member purchased back in 09/23/2023 within our system the company does not show a cancellation request up until December of last year.
  Per Clause 16 on members contract, the cancellation period is of 5 days after purchase, time that has passed. However, the company is engaging directly with member to understand better their situation and review the best way to assist member.

   

  
  Best Regards,
  
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

• Initial Complaint

  Date:02/17/2025

  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.

  ********** purchased in 1998. Paid Maintenance Fees on time for ********************** January 2020. We confirmed we couldn't use that year due to Covid. We never heard another word from ResortCom after 2020. We never received another bill via email or mail. We did not change our address or email. We checked our contract and assumed it ended 2020 (end date is illegible).In January 2025, we got a collection notice and a complaint reported to our credit. In 30 years, we have never paid one bill late. What? We didn't even know we still had this time share. WE HAD NOT RECEIVED ONE PIECE OF MAIL FROM ****** OR RESORTCOM IN 5 YEARS. I comed through emails searching for Solmar, ResortCom, ************. We had received a bunch of notices that beware of scams and book vacations. I did find ONE EMAIL DATED 5/2/23, that said our fixed week was cancelled. I must have missed that one email burried among spam.If you are not receiving payment, shouldn't you MAIL a bill? Not one statement, notice or notification was received. We had no idea we were past due in payments until we received a collections call.I am requesting a full credit of maintenance, late and collection fees for the years that we received no statement/notice (*****). I would like a confirmation of how long we own this Time Share, since we thought 2020 was the end. I would like this immediately removed from my credit report.

  Business Response

  Date: 02/24/2025

  Greetings,

  Reviewing the information, in the subject line of this email is account ********, which corresponds to member ******** ****. In conversation with this member, she is very happy with the membership. No complaint was found.
  
  Verifying the attached documents, it was found that the member who sent this report is from canceled account ********, contract 0939 - ******* R. *******. Upon review of this account we note that his membership is no longer active, so any specific situation with a reservation or exchange cannot be honored. This contract 0939 was cancelled by delinquent in maintenance fee payments. This member's maintenance fee account has been assigned to ****************** by our client to expedite collection activity. Please refer all member calls to ****************** toll free for US at ************ ,****** ****************, or direct at ************.
  
  Please verify information and if there is any follow up from *********************** we will be happy to assist you.
  
  Best regards,
  
  In ************* & Resorts Its a pleasure to assist you!

   

   

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22948901
  
  I am rejecting this response because:

  While I may have mis-copied my account number. The facts remain the same. **************************** never sent a bill or contacted me. The FIRST time I heard about this problem was when the collection agency contacted me.

  I understand the account is in collections. I am asking ResortCom to review their records to confirm that they made no contact with me. How can this be an acceptable business practice. 
  
  Sincerely,
  
  ***** ******* (*******)

  Business Response

  Date: 03/14/2025

  Greetings,

  Please be advised that ********* financial is trying to contact member to make a deal with the payment and leave the account cancelled, but they cant reach the member. Thank you.

  Customer Answer

  Date: 03/28/2025

  Monteray was able to contact me. It is ResortCom, Solmar and ************ that can't be reached. 

  My email, home address and cell phone on file are all correct. I was never billed or received any communication. 

• Initial Complaint

  Date:02/17/2025

  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.

  Our issue with Resortcom is due to their handling of our *********** contract that weve been diligently working to terminate. There are plenty of reasons for our desire to terminate this contract, and these reasons have been outlined repeatedly in correspondence and on phone calls with both the *********** and Resortcom and yet nothing has been done to fix this. We know they have the power and ability to let us surrender this ownership back to them because they told us just as much in February of last year when they advised us of the voluntary surrender option, yet theyve chosen to dangle that option right out of our reach by demanding that we pay off the entire loan balance first, which is thousands of dollars they feel entitled to take from us in exchange for nothing. The fact is, not only is this something we cannot afford, but there is no probable reason or justification for us to put ourselves in a harmful financial position just to line the pockets of a company that used deception and dishonest sales methods to lock us into a contract in the first place! Theyve refused to recognize this or work with us towards a more realistic and fair solution, and instead have turned our account over to collections where were left being punished either way we go unless we pay them off. We do not deserve to be punished for the wrongdoings of the sales staff employed by a ********* company, and Resortcoms refusal to recognize this and do something about it is unacceptable. Were asking for the MOST reasonable solution that any person in our position would - the termination of our relationship with this company so we can move on with our lives. Theyve made more money off of us than they ever should have and it needs to stop here.

  Business Response

  Date: 03/04/2025

  
  Greetings,
  
  The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed. They purchased the membership around in Oct ******, then went through an account activation process and confirmed the purchase which occurred around Oct *******. Member has personally banked time and deposited time with the exchange company with the membership. Upon obtaining the clients request to cancel, the company reviewed the matter and has provided the customer an offer to keep the points (time) equivalent to payments made to principle, this allows the consumer to continue use the membership only paying the maintenance fee annually during years which they owe per their contractual obligations.
  The contractual obligation will stands. If the member does not accept the proposal previously offered, customer should remit any outstanding payments and continue to pay as contracted.
  
  
  Regards!
  <image002.png>
  ***** *******
  Member Services Director
  M | ****************************************     

• Initial Complaint

  Date:02/13/2025

  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.

  Would you willingly pay an outrageous fee to cancel a contract you were misled into signing? Would you spend even more money to escape a scam that has already cost you nearly $25,000 with nothing to show for it?If you were in my position, would you pay an additional $25,000 just to get out of a deceptive timeshare contract, or would you risk damaging your credit? Who holds the ********* company accountable for the lies and unresolved claims they refuse to address?I wont pay a third-party collections agency that wasnt involved in the original agreement and cant even answer my concerns. How can they offer to cancel a contract for an account they dont even own? These are the questions Ive raised with the collection agency ResortCom hired to collect debt tied to this fraudulent timeshare. Initially, the collection agency offered to cancel my agreement if I paid off the debt, but since questioning their actions, theyve stopped responding. ResortCom claims they cant help because the account is in collections, using this as an excuse to squeeze more money out of me just to address my concerns.This is wrong. I shouldnt have to keep paying for a deceptive agreement just to get the resolution I deserve termination of this fraudulent timeshare contract.

  Business Response

  Date: 02/25/2025

  Greetings
  
  I received a response from Mr. ********** member do not want to have a phone conversation, I responded on his email, and Im waiting for his response to ask for a possible solution.
  
  Regards
  
  
  ****** *. ******************************** Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ****************************************************      
  **************************
  Cancn, ********************* Mxico.      

• Initial Complaint

  Date:01/29/2025

  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 am seeking assistance after facing unrealistic demands. They are demanding nearly $3,000 in overdue maintenance fees and late fees before they will send me surrender documents. This is unacceptable. I have already paid a significant amount of money without receiving the promised benefits, and now they are trying to get even more. When I requested to speak to a manager to discuss the situation, my request was denied. During the sales process, I was provided misleading and deceptive information by their sales representative, ******* *******. I was assured that this ownership would be a worthwhile investment. The financial burdens associated with this timeshare have become untenable. The Co-Owner of the membership has passed away, I cannot afford to continue paying over $2,500 per year for maintenance fees,$1,500 for exchange rates, and exorbitant airfare just to attempt to use what I was promised would be a flexible and valuable investment. Please allow me to return this without having to pay anything else.

  Business Response

  Date: 01/31/2025

  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 that members need to complete and submit to process membership cancellation. Thank you. 

  Customer Answer

  Date: 02/03/2025

   
  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,
  
  ******* ******