ComplaintsforResortcom International, LLC

• 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,
  
  *********************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased VIP concierge service to pick up my husband, myself and 22 month old daughter from the *************** PVR airport. We were told that upon checking in we would sign at VIP services, be given a towel, water bottle and be taken to meet our driver. However, we were taken outside to a HUGE line of people and were told our wait would be about 30 minutes. We were also not allowed to go in the ***** line because we didn't purchase that package. We were put in a different line. However, our line did not move at all after 30 minutes and it was pouring rain. We inquired again about our wait time and were told it would be about 90 minutes. Meanwhile, ***** were arriving and picking up others who were not part of this "VIP Service". So after many attempts to get moving, we along with others gave up and went to a taxi and paid for that service out of pocket.We paid for and booked our transportation through resortcom on Feb. 10th, 2024 at 57 USD (charged on my **** on Feb. 11 for $78.78 canadian). Invoice #********. Our ride was supposed to be booked for our arrival time and they had our flight information on Feb. 16, 2024.

  Business response

  02/28/2024

  Greetings,

  Please provide your account # or contracts number so we can further assist you. Thank you
  

  Customer response

  02/28/2024

  Hello,

  I've read the business's response asking about my account number. I purchased a service offered from them (Resortcom) which is the charge on my ***** Please see attached receipts and a screenshot of my ***** I have no account, this was a one time thing. I have attached the info from my email where the invoice number is listed.

  I checked in at the desk within the airport - they had me sign and said they were taking me to our car. there was no car just a huge line of people and a 90+ minute wait. Since i have a child under 2 we booked this car because I was told on the phone it would be waiting for us upon arrival, and someone would be there with a sign with our names on it (no sign). our invoice stated we would be taken to meet our driver once we check in as well. this was not the service provided. We never even got a car from them and had to pay for additional transportation that we arranged via taxi.

  My invoice number is:43191296

  The service rep who I have already attempted to sort this with is: *************************************************;<************************************* : I gave up working directly with him when he told me he had called the *** services in PVR airport and they said they had 0 record of my family checking in for a car so we were listed as a no show. Then, after informing him he was given false information because I have signed copies of our check in receipts he asked for proof. When he saw proof, he quickly changed his responded saying that he check with *** services and they now say we did check in, but didn't wait and the car service would have been 20 mins or less but we didn't wait so they cannot refund. However, we waited over 30 minutes in the rain, our daughter was sobbing in the wet, cold weather, it was now dark outside, and our line was not moving. They told us it would be another 90 minutes at that time. They would not offer assistance to get us a car faster.

  Customer response

  02/28/2024

   
  Complaint: 21350099
  
  I am rejecting this response because: I am not an account holder, I am complaining about their pre-arrival services offered to guest of **************** in ***************. Invoice info attached. I also sent an email with more information.
  
  Sincerely,
  
  ***********************************

  Business response

  03/05/2024

  Greetings,
  
  A member of our PA team will contact ************************** to reiterate the process and clarify any misunderstandings. As a gesture of goodwill and in the interest of ensuring she had an overall great experience despite this item, we will refund her transportation cost despite the policy.

  This is to confirm the refund request has been summited. We will attempt to  contact guest today to explain the refund process and time.Thank you.
  

  Customer response

  03/20/2024

  Hello,

  I have not received the refund that was promised to me on March 5th by resortcom. In good faith, I did not respond to BBB thinking it would be given to me.

  However,  I sent the following email to ****** the customer service person who said they were sending me a refund. As of today, this issue is not resolved.

  "Hi ******,
  
  Thank you for your phone call on March 5th to let me know Resortcom would be refunding the amount for the concierge services in ***************.
  
  Unfortunately, as of today, the refund has not shown up in my account. Can you confirm that this is being processed?
  
  Thank you,"

  Business response

  03/20/2024

  Greetings,
  

  This is to confirm that  the refund has been process and guest should see it in their bank in 3 5 days the most. Sorry for the delay.
  
  Regards,
  **** *********************************
  Pre-Arrivals Manager 
  ***********************************
  ***********,*******

  Customer response

  03/20/2024

   
  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 now see that the refund is pending in my account. 
  
  Sincerely,
  
  ***********************************

  Customer response

  03/21/2024

  Unfortunately, for the second time resortcom has shown up on my credit card as a pending refund. It seems as soon as I **** that I am satisfied with our dispute resolution, the pending transaction is gone. No funds have been reimbursed on my credit card. I need to open this dispute again. 

   

  Business response

  04/02/2024

  Greetings,

  The refund was completed. Thank you
  

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Confirmation:1AF319A. I booked a 2 bedroom 2 bath for 2/16-3/1 for 6 adults. It was specifically described as this: "If space is a concern, our fabulous Two Bedroom Suite should set your mind at ease, featuring two spacious bedrooms, one with a king-size bed and the other with two double beds, plus a full-size sofa bed in the spacious living area. There are up to three bathrooms (may vary by unit) with travertine marble dcor, and bathtubs or showers. The living area and full kitchen provide the perfect setting for relaxing evenings, and the exterior balcony is furnished for up to 6 people so that everyone can enjoy the serene ambiance of their ocean or garden view." A variety of photos of this space are advertised as well on the booking site. Upon arrival we were told that they were "oversold" and would no/could not give us what we paid for. They gave us 2 tiny very old separate rooms at Del Mar (not villa del Palmar as sold) instead - each with just one bed. One very old and small sofa bed too. Not at all what was booked/paid for and not enough room for all to sleep in even if we had wanted to stay there. NO "marble decor, no "two double beds," no "spacious living area." No "exterior balcony furnished for 6." No "view." The space we were given did not at all reflect the photos advertised either. Old, substandard, broken furniture...We made numerous complaints and were told there was nothing they could do as the room we booked was not available. We want a full refund.

  Business response

  02/20/2024

  Greetings,

  Kindly provide us the account number or the contract number relating to this BBB complaint so we can assist you further. Thank you
  

  Business response

  02/20/2024

  Greetings,

  Kindly provide us the account number or the contract number relating to this BBB complaint so we can assist you further. Thank you

• Initial Complaint

  01/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im really disappointed and frustrated with the treatment weve received from ResortCom regarding our attempts to cancel our timeshare agreement with Sunset Resorts. We were misled into this contract by Sunset under false pretenses of an investment opportunity and promises of free vacations. When these promises were not fulfilled and we started to express our concerns and dissatisfaction, we were directed to ResortCom for resolution.However the response from ResortCom has been far from helpful. We clearly outlined our reasons for seeking contract cancellation and a full refund. In their response we were informed that our request could not be processed due to an active loan on our account, completely ignoring our concerns and reasons for stopping the payments. This lack of understanding and unwillingness to address our concerns is unacceptable. We are feeling really frustrated, unheard and helpless, tied to an agreement that was sold to us under deceptive conditions. We urgently request some intervention in this matter and need this brought to a fair conclusion. We believe we have been treated unfairly and that the conduct of both Sunset Resorts and ResortCom is unacceptable. We hope that you will agree and assist us in cancelling our timeshare contract (No. 703 22-3334) and obtaining a full refund of all payments made to date.

  Business response

  01/23/2024

  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 will be in contact with the property and will forward any new information we receive.Thank you.
  

   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 30th, I opted to exchange my vacation week through Interval. Following the listing of the week on Interval's site, I attempted an exchange, only to realize that the resort fees for all the destinations I considered were higher compared to booking directly with the resort. Within 72 hours of the days being deposited on Intervals site I reached out to the Villa team to reverse the week, only to be informed that they lacked the authority to do soonly Interval possessed that capability. Upon contacting Interval, I was informed they couldn't return the week to me; only ***** could facilitate this process. When I noticed that ******************************** was available on Intervals site during my desired week, I decided to just make the exchange and to there. Only to find out it requires an additional $100 to renew my Interval International membership for another year since the dates fall outside my membership week. While I understand that I initially accepted the placement as final, the only way to see the resort fees on interval is to deposit your week. ResortCom is fully aware of the extremely high resort fees ( more expensive than booking directly with the resort) but they do not advise or provide assistance. I was mislead by ResortCom. The exchange that they promise is virtually unusable. Given these circumstances, I kindly request a one-time courtesy to restore my week back with *****.

*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. ↩