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:12/26/2024

  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.

  My father and step mother were coerced into entering into a deal with *********************** after attending one of their seminars. They tried multiple times to get out of the deal, but were elderly with health conditions and didn't understand. My step mother passed away in 2022, and my father was diagnosed with brain cancer later that year. Up until this time, he had paid his yearly fees in a timely/prompt manner and owed nothing to the company. He passed away in January of 2024 and upon receiving the bill for his 2024 maitenance fee in December of 2023, I contacted the company and let them know that my father was dying and I would not be paying a bill for the upcoming year, because he would never be traveling there again. They said they could not cancel his membership until he passed. Upon his passing in January, I notified them and provided them with a copy of his death certificate. DESPITE THIS, I have been harassed for over a year now with bills from the company expecting me to pay a maintenance fee for two deceased individuals for 2024. It is emotionally wrecking to receive these bills over and over and be reminded of my father's passing. They are asking me for a copy of my step mother's death certificate, which I do not have, nor will I take the time to do. Maybe they can HARASS her family for her death certificate and send them monthly reminders of her death, because she is not my family member. If this harassment does not cease, I will be retaining a lawyer immediately. No family should be put through this when their loved one passes. I wish all contact from this company to cease immediately. They took advantage of my father and step mother while they were alive, they shouldn't be allowed to do so after their passing.

  Business Response

  Date: 12/30/2024

  Greetings,

  We are sorry for your loss. Please be advise that in order for us to cancel the account, we do need copies of both member's death certificate. Also, we only call the number on file which we believe is members phone number. The maintenance bill was mailed to the members address. Thank you
  

• Initial Complaint

  Date:12/23/2024

  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.

  We sent multiple emails since May to ResortCom and Villa Del Mar requesting a supervisor reach out to us about the following issues, but have received no response to our urgent request to terminate our timeshare. Our salesperson, "Junior," never informed us about additional fees on top of the monthly mortgage. He assured us that once it was paid off, we could enjoy lifelong vacations at no extra cost. When we discovered this discrepancy, we tried contacting Junior, but it was difficult as he never provided his last name. We even attempted to reach him on WhatsApp, but he never responded. We paid a $4,000 down payment and have paid nearly $5,520 on the mortgage. We are seeking a FULL refund of our $9,520 and requesting the release documents immediately. Its upsetting to realize that we were misled for Juniors personal benefit, only to be ignored after he promised to be available for any questions.If we faced this kind of treatment in any other business, it would have been resolved by now.Going six months without communication on such a serious matter is unacceptable. Junior lied about availability, claiming it was easy to reserve anytime. We were denied usage because we were told we had to pay off the down payment first, which was never discussed. During the 90-minute presentation, we wanted to leave to enjoy our vacation, but Junior insisted we stay. It ended up taking about four hours with our kids present, who became hungry, tired, and fussy.Junior went to discuss pricing with a manager as we were unhappy with the cost and wanted to leave. We were pressured intensely, being offered more points at half the price because someone had upgraded giving up their old timeshare. We then felt we were securing something beneficial for our family's future. If others were able to relinquish their timeshare when we signed up, why can't we do the same? We seek to terminate this agreement and request a refund

  Business Response

  Date: 01/07/2025

  Greetings,
  
  
  Mr. and **** ****** were invited to attend our sales presentation on May 30th, 2022. As part of the presentation, they received 320 USD as a gift, plus a complimentary breakfast for the family. 
  
  They signed the legal contract on May 30th, 2022. They were aware of the company's cancellation rights, which indicated that the Member had five business days to cancel the contract after signing it. However, this option has already expired. 
  

  Business Response

  Date: 01/07/2025

  Please see continuation of our BBB response. Thank you.

   

  On 06/16/2022, Mrs. ****** received a call to activate her contract. During this call, our administration company reviewed all the essential information related to her legal agreement, including financial information on the membership. Mrs. ****** confirmed that all the receiving information was correct, so the account was activated afterward. 
  
  Part of the information the member receives in writing includes a list of telephone numbers each Member can call to receive attention.The company has an expert *************** team that takes appropriate action regarding any special requests the member has and an expert reservation department.
  
  The Members were informed about any extra fees they needed to pay monthly, or the late fees that needed to be covered in case of late payment will be late. 
  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22711669
  
  I am rejecting this response because:
  The expert member services team has not responded once to any of my emails since May.
  Why not?
  The contract is not the sales agent who explained this timeshare business to us. So again, I say
  to you, Junior, our sales agent, never informed us about any additional fees beyond the
  mortgage. He assured us once it was paid off we would enjoy lifelong vacations at no extra
  cost.
  We contacted Junior through his WhatsApp but never received a response. Why did Junior
  ignore us too?
  Is it normal to pressure people with kids who ready to leave these meetings once the 90
  minutes is up to stay and to listen more?
  If others were able to relinquish their timeshare when we signed up, why cant we do the same?
  Answer our questions.
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/20/2025

  Greetings,

  In further review, the resort will allow membership cancellation. Please see attached Voluntary Surrender forms for members to complete and submit. Thank you
  

• Initial Complaint

  Date:12/02/2024

  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.

  We initiated our membership with the promise of a set week each year, which sounded appealing, but have had numerous challenges and unfulfilled promises. We have been obligated to attend annual "update meetings" supposed to last 60 to ************************************************* required follow-ups the next day. These sessions have high-pressure sales tactics, making us feel overwhelmed. On one particular occasion, a sales representative left the meeting in frustration, disrespectful, and dismissive. In 2019, an upgrade was forced upon us, creating a considerable financial burden. We tried to rescind this decision, but we were coerced into proceeding with the upgrade due to alleged irreversible progress in paperwork and a threat of losing our fixed week. This left us with limited options and increased financial obligations. My husband passed, causing this timeshare to be an even greater financial burden. Please allow us to terminate our membership, along with receiving a refund for the 2019 upgrade and all subsequent payments. We are prepared to provide any further information necessary to support this request

  Business Response

  Date: 12/05/2024

  Dear Mrs. *************
  This is ********* ******* from ***********************. I want to speak with you. I called you at ************ and left a voice message. 
  
  I would appreciate your answer and the best time to call and review your Villa Del Palmar Contract. 
  
  I hope you have a great day. 
  
  Best regards 
  
  
  ********* ******
  Developer Representative ****************** Loreto and *************** Manager
  ********************************************************** ******************
  ****************************
  **********************

  Business Response

  Date: 01/14/2025

  Greetings,

  Please see Voluntary Surrender forms for member to complete and submit so we can proceed with account ******* cancellation process. The attachment was also sent to member's email. Thank you.
  

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:

  From: **** ***** <*****************************************************************************************************************>
  Date: Tue, Jan 28, 2025 at 6:50 AM
  Subject: Regarding Complaint ID: ******** Rejecting Response-Issue Partially Resolved
  To: ******************************************************************************************************************************************* <*******************************************************************************************************************************************>
  

  
  
  

  Business Relations Administrator/Ms. *******/ Tafer Resorts,
  
  Thank you for your response and for taking the time to review my concerns. I truly appreciate the Voluntary Surrender of Membership paperwork for ******* that you sent. I have also received a letter dated 01/10/2025, discussing your amnesty program for account number ********. It appears that the Voluntary Surrender provided only partially eliminates our obligations to you.
  
  We want all accounts and contracts associated with **** *****, **** *****, ***** ****** and ********* ****** to be closed. Please provide us with the additional necessary paperwork to surrender our entire ownership to you.
  
  We would like to proceed with the Voluntary Surrender for *******, we just want to surrender the rest of our ownership as well. To effectively close *******, we had a question related to the paperwork. There are only two places for signatures on the paperwork provided. There are more than two of us that need to sign. Where would you like the additional signature, or do you have an additional signature page to send? Also, **** C. ***** is listed on the Voluntary ******** paperwork, but he is deceased. Do you only need a copy of his death certificate to proceed?
  
  Please let me know how we need to proceed. We must get the entire ownership closed. This ownership has caused us financial stress and we are not able to maintain it. As mentioned in previous communications to you. We were misled during our 2019 upgrade. We attempted to rescind that agreement DURING our recession period. We believe we were falsely informed that the rescission was impossible. We were also told that rescinding would result in the forfeiture of our fixed week that we had, prior to that upgrade. We felt that we had no choice but to proceed with the upgrade, and that worsened our financial strain.
  
  Considering our circumstances, we ask that in addition to closing our account(s), you issue a full refund for all payments related to the 2019 upgrade. If necessary, please get upper management approval for our request. I hope to get this matter resolved as soon as possible.
  Sincerely,

  
  

  **** *****

   

   

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/29/2025

  Greetings,

  Please see answer regarding your question below.

  Questions: We would like to proceed with the Voluntary Surrender for *******, we
  just want to surrender the rest of our ownership as well. To effectively
  close *******, we had a question related to the paperwork. There are
  only two places for signatures on the paperwork provided. There are more
  than two of us that need to sign. Where would you like the additional
  signature, or do you have an additional signature page to send? Also,
  **** C. ***** is listed on the Voluntary ******** paperwork, but he is
  deceased. Do you only need a copy of his death certificate to proceed?

  Answer: Yes, ALL members would need to sign the Voluntary Surrender forms page 2 and page 4 and have them properly notarized. Please have ALL members sign the same page on page 2and 4. Please make sure to mail the original copies of the cancellation documents to the address given on the form. Thank you
  

  Business Response

  Date: 01/29/2025

  Greetings,

  Cancellation for Cabo account ******** was not granted.
  
  To whom it may concern in regards to BBB COMPLAINT # ********, The company would like to clarify that no individual is ever forced to purchase a membership. After a membership is purchased, members are provided with a copy of their contract. As stated in the cancellation policy, members have a 5-day window to cancel their membership and review all documentation. If there are any questions or uncertainties, members are encouraged to reach out to their sales agent for clarification before proceeding with the welcome call.
  In this particular case, the welcome call was accepted on 10/29/2019, and the membership was purchased on 10/16/2019. Based on the above guidelines, the cancellation request does not proceed. Therefore, the member has a financial obligation to the company, which we expect to be honored.
  Best regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:

  
  
  

  Regarding Complaint ID: ******** Rejecting Response
  

  
  

  Ms. *******/ Tafer Resorts,
  
  Thank you for your recent response. We must insist that our situation be escalated for further review, and an exception be granted for our situation. We understand that we had a certain timeframe that we could have canceled that membership. As we mentioned in our last communication, we tried to rescind the latest agreement during our recession period. We were told that rescission wasnt possible. We were threatened and felt we had no other choice but to keep it. We were told that rescinding would result in us forfeiting the fixed week that we had, PRIOR to this upgrade. This added to our financial strain, but our circumstances have changed, and the financial strain has gotten worse, since that time.
  
  One of the owners has passed away, making this timeshare a financial strain on the remaining owners involved. It is too difficult to maintain, and we need any contract/ownership associated with us to be closed.
  
  Considering our situation, we again ask that your company do the right thing. We feel we should be reimbursed for the 2019 upgrade. We attempted to return it within the time your company allows, and we were denied our right to rescind it. Please provide a voluntary surrender for the remainder of our account(s) and advise when we can get our money back.
  
  Also, you did not advise us on how we needed to proceed with the Voluntary Surrender for *******. There are only two places for signatures on the paperwork provided. There are more than two of us that need to sign. Where would you like the additional signature, or do you have an additional signature page to send? Also, **** C. ***** is listed on the Voluntary ******** paperwork, but he is deceased. Do you only need a copy of his death certificate to proceed?

  
  Sincerely,

  
  

  
  

  **** *****

   

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/04/2025

  Greetings,
  
  We have updated the signature portion of the voluntary surrender form. Please also see number 5. of the first page for instructions on deceased members. Have a wonderful day, and if you have questions, please feel free to email ************************************************************************
  
  Regards,
  
  Business Relations Administrator
  ResortCom International
  *****************************************************************************
  
  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:
  

  *******/To whom it may concern, thank you for sending over the updated release paperwork from 25-7749.  We will process that paperwork as soon as possible. Again, we insist that our situation be escalated to executive leadership for further review.  We would like the same opportunity to resolve the remainder of our membership. 

  
  

  As mentioned, we tried to rescind the latest agreement during our recession period. We were told that rescission wasnt possible. They told us that is we rescinded on that transaction, we would lose what we had already bought and paid in full for. We felt threatened and it seemed we had no other choice but to proceed. We should not have been lied to and told that we would forfeit our current ownership if we rescinded on the upgrade. That is a shady business practice and the fair thing for you to do would be to void that transaction and give us the money back that we have paid toward it so far. Not only were we lied to, but as you know, **** ***** passed away. 

  
  

  This timeshare is a financial strain for the remaining owners, and as stated before, we tried returning within the allowed time, and we were denied our right, due to false information. Please do the right thing. We know you are not directly responsible for what happened to us, but if you put yourself in our shoes, you would be asking your company to do the same. If you are not able to accommodate our request, please have someone review our account, that has the authority to approve what we are asking for. 

  
  

  Sincerely, 

  
  

  **** Vieth 

  
  

   

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/10/2025

  To whom it may concern,

  In regards to BBB COMPLAINT # ********, The company would like to clarify that no individual is ever forced to purchase a membership. After a membership is purchased, members are provided with a copy of their contract. As stated in the cancellation policy, members have a 5-day window to cancel their membership and review all documentation. If there are any questions or uncertainties, members are encouraged to reach out to their sales agent for clarification before proceeding with the welcome call.
  In this particular case, the welcome call was accepted on 10/29/2019, and the membership was purchased on 10/16/2019. Based on the above guidelines, the cancellation request does not proceed. Therefore, the member has a financial obligation to the company, which we expect to be honored.
  Best regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:
  

  Complaint: 22621716

  
  

  I am rejecting this response because it is clear that ******* is not taking the time to read our concerns. 

  
  

  She has responded with the same verbiage MULTIPLE times and is refusing to address the fact that we were FORCED into keeping the upgrade. We attempted to rescind the latest agreement, and we were told that we would LOSE what was already ours, BOUGHT AND PAID FOR. Their representatives misled us, making us think we would forfeit what we previously owned with their company, and we felt we had no other choice but to proceed. It is unfair to treat us that way! 

  
  

  In addition to the WRONGDOING that occurred at that transaction, one of the owners has passed away, and makes the financial situation of owning this that much more difficult. 

  
  

  We need them to stop ignoring the ****** The "welcome" call doesn't negate what we were told prior to that conversation. We will NOT put this matter to rest until they fix this. If ******* is unable to assist, she needs to forward our concerns to someone who will do something. This is ridiculous.

  
  

  Sincerely, 

  
  

  **** *****

   

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/05/2025

  To whom it may concern,

   

  In regards to BBB COMPLAINT # ********, The company respectfully disagrees with some of the member's comments. While the company has already addressed the members concerns, it was only in the recent exchange that the member is mentioning that they were informed that canceling the upgrade would result in the loss of their prior investment. The company kindly requests clarification from the member regarding whether their intent is to cancel only the upgrade, or the previous purchase as well. This will help us escalate the situation appropriately and determine the best way to assist the member.
  
  Bets Regards,
  
   
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:
  

  *******/To whom it may concern, thank you for your response. It could be that your departments do not have good recordkeeping because even in communication that we sent to ******************************************************************************************************************************************************************************************* around September 2024, we brought this to your attention. After completing the upgrade in 2019, we attempted to exercise our rescission rights but were forced to move forward, putting us in a difficult financial position. After the upgrade, we met with the representative to let them know that we wanted to complete the rescission. We also spoke to a representative who was supposedly from your legal department. They stated that the paperwork had already been sent to the main office and couldnt be undone. We protested this because we knew we had a right to rescind the transaction. That is when they advised us that if we did so, we would also lose the fixed week that we had had before that upgrade. We felt forced to keep the upgrade because of that. We have lost trust in your company and do not wish to maintain any of our membership anymore. We would like to proceed with our entire membership to be closed and receive a refund for all money that has been paid toward the 2019 upgrade and any payments that are associated with that p of ouga;;r membership. 

  
  

  Sincerely

  
  

  
  

  **** *****

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/11/2025

  In addition, the latest upgrade is 35-67657 saludos,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22621716
  
  I am rejecting this response because:

  We reject the business response because we are not sure what the business is saying.

  Below is all they responded with. Does this mean they are terminating the contract and the remainder of our ownership?

  
  

  "MESSAGE FROM BUSINESS:
  
  In addition, the latest upgrade is 35-67657 saludos,
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ************************************************************************************************************************************************************
  *********************
  TOLL FREE ***************"

  
  

  
  

  **We would like our entire membership closed and our money back for that upgrade, as we wished to close it within the timeframe we were given, but their representatives made it seem like we were not able to. 

  
  

  
  

  Thank you

  
  

  
  

  
  

  **** *****

   

   

  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/18/2025

  Greetings,

  The Voluntary Surrender documents were already sent to the member and we also attached a copy of the said documents on this BBB complaint,  for member to review, complete and mail the original copies of the signed and notarized docs as instructed on the forms-- so we can proceed with the cancellation request. Thank you
  

• Initial Complaint

  Date:11/01/2024

  Type:Billing 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 signed a contract with a timeshare in ******, NYX Cancun. The servicer for the reservation system in the ***** ResortCom. My contract does not allow for any reservation booking or change fees. ResortCom on its own has implemented a $49 fee for me to change an existing reservation I made. I explained the contract language to them multiple times on 3 calls including engaging a manager. They still insisted on charging me the non-contracted fee of $49.

  Business Response

  Date: 11/04/2024

  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
  

  Business Response

  Date: 11/12/2024

  Greetings,

  Please be advised that since it is only a change of reservation dates, the fee is being waived. Thank you
  

• Initial Complaint

  Date:10/24/2024

  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.

  When we were initially approached to purchase with **********, we were told not only was it a premier vacation experience but also a good investment We were told renting it out would offset the fees and put money in our pocket. Trying to rent it out on our own proved futile. Vacation packages (air and resort stay) were more affordable for people than just renting the unit on its own. Had we known these units were made available with package deals through travel site we would not have made the commitment. But that information, of course was not given to us. Being we were having no success at renting on our own, we decided to rent through the resort. It brought in $400. Far cry from covering even our resort fees for the year. rental was important to us because we would become caregivers for a family member and knew travel would be difficult for us at some point in time, but we figured as long as we rent the unit, and it covered our fees, we could offset our cost. Not the case. Then came Covid and we took a financial hit, of which we are still trying to recover. With all this, we continued to meet our resort Financial responsibilities. We can no longer do so. The financial burden, hardships and stress have taken a toll. We asked to be released from our contract and they want us to pay them $6000. we havent used the unit since 2017 and have continued our financial responsibility to resort to date, despite hardships. But their ask is totally unreasonable, especially being their selling points were far from the truth, or should I say reality.

  Business Response

  Date: 10/28/2024

  To whom it may concern,

   

  In regards to BBB Serving ***************, Consumer Complaint #********, the company has carefully reviewed the members account in light of their current financial circumstances.
  
  As an exception, we will be waiving the voluntary surrender fee. To proceed with the cancellation, we kindly request that the member return the completed voluntary surrender documentation.
  
  Thank you for your attention to this matter.
  Best Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

• Initial Complaint

  Date:10/23/2024

  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.

  I need someone to respond. I sent this message to the company twice over the past 5-6 months. To my knowledge, no one has responded and Ive been checking my email daily. I'm seeking clarity on the perpetual unavailability when I attempt to utilize the ownership I've invested nearly $17,000 in. Regrettably, I haven't managed to enjoy a single vacation through my timeshare. The dates I request are seldom open, and when they are, they never align preciselyeither the preceding week, the following week, or some variation thereof. I did successfully reserve it for another individual from 02/11/23 to 02/18/23, and that's the extent of it. Unless I'm willing to part with an additional $1,200 for an upgraded room, your company hasn't presented a resolution. Entrusting thousands into this vacation ownership, which ******* ****** ****** ************** ******* (Broker/Sales Manager) marketed as a once-in-a-lifetime opportunity, I held lofty expectations. After only a year and a half as an owner, I'm disgusted. It's evident there was misleading information, and I'm requesting a refund. Please send me information on how to proceed with terminating this agreement and when I can expect to have my money returned. Its unfortunate that I had to bring my concerns to the BBB instead of settling this directly. Grand Solmar and ResortComs lack of response is unacceptable.

  Business Response

  Date: 10/24/2024

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel the membership but there will be no refund. The Voluntary Surrender documents will be sent to the members. Please review, and mail the original completed forms to the address below.  Thank you. 

   

  Member *********************** Dept
  ResortCom International
  *************************************************************************************

• Initial Complaint

  Date:10/21/2024

  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.

  We've been trying to resolve our timeshare situation with ResortCom for what feels like forever and it's been a nightmare dealing with their lack of response and unwillingness to help us cancel our contract. When we reach out, it seems our concerns are being thrown straight into the trash because any responses we ever do receive are incredibly impersonal and offer no guidance or assistance. We've explained our position over and over, yet we're still stuck in this frustrating mess.The timeshare was sold to us under misleading terms, and their ongoing negligence makes us feel trapped. They avoid accountability and it's affecting us deeply, both financially and emotionally. We're waiting for them to show some decency and professionalism, but our patience has run out.This isn't just about a contract at this point given the experience we've endured. It's about a lack of respect for customers who deserve better treatment. We want out of this agreement now and urge ResortCom to finally take responsibility. We're exhausted from the endless cycle of unhelpfulness and demand immediate action.

  Business Response

  Date: 10/21/2024

  Greetings,

  Please see attached response sent for this BBB complaint. Thank you. 

   

  Business Response

  Date: 01/24/2025

  Greetings,

  Hello *******,
  
  The account was asigned to collections last septmeber 2023 due to lack of response to all contact attempts from previous MSM.
  Members have a financial obligation and this prevale since ******** did not failed to provide any Service; if Members decide to continue with their membership, they must contact ****************** and bring account current. Thank you
  
  
  *** *******
  Member Services Manager
  Direct ******************
  Mex ****************************
  ********;*****************
  ********************

  Business Response

  Date: 01/24/2025

  Greetings,
  
  
  The account was asigned to collections last septmeber 2023 due to lack of response to all contact attempts from previous MSM.
  Members have a financial obligation and this prevale since ******** did not failed to provide any Service; if Members decide to continue with their membership, they must contact ****************** and bring account current. Thank you
  
  
  *** *******
  Member Services Manager
  Direct ******************
  Mex ****************************
  ********;*****************
  ********************

• Initial Complaint

  Date:10/10/2024

  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.

  My family and I stayed at the ************************************ (5star hotel) in March. There were multiple service issues and fraudulent charges during our stay for which I followed up with management to receive a partial refund. Despite multiple phone calls and emails, the management team (******** ******* and ******** ********) failed to adequately address the issue. The issues included - Hanging bathroom light fixture with exposed wire and risk of electrocution that took 2 days to fix - Broken front gate to our suit which took multiple calls and 3 days to fix - Broken nearest elevator during our entire stay - Fridge not dispensing water nor ice; never got fixed despite reporting to maintenance - ************* maker; took 1 day for replacement - The shower faucet leaked and shower head had low pressure due to leak from bottom; wasn't fixed despite reporting to the front desk - internet outage on 3/4/24 . No one communicated the outage and I spent an hour trying different rooms and devices to connect since I had an urgent meeting to attend. Eventually when I called the front desk, I was told the service was out. __________________As part of the reservation, I received credits towards different services at the resort. However during the final accounting I was denied those credits and had to make full payments. Since I was in a rush to get to the airport, I couldn't discuss this further with the on-site management.the credits that I should have received include - credit for spa treatments (4x$40)- credit for food orders (2 x $20)- resort credit towards spa and food purchases (~$200) Due to the inconveniences (not acceptable for a 5 star hotel) and the credits I expect a ~$750 refund. The refund would be less than 5% of what I paid in total towards this reservation for my family. (not counting the credit that I should have received)

  Business Response

  Date: 10/14/2024

  
  Greetings,

  The information given does not match our records. Please provide an account # or contract # so we can further assist you. Thank you 
  

  Customer Answer

  Date: 10/14/2024

  Attached are the two reservations we had for a total duration of 10 days. There was a third reservation for the first 3 days for another room that I cannot find but was booked under the same name. 

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22407367
  
  I am rejecting this response because: the response doesn't address the complaint. Have provided a copy of the reservations with full details. I am certain the business could have just searched for my email address and find the same information. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/16/2024

  Greetings,

  The member contacted us in the call center after they had checked out and informed us they had issues at the resort, claiming they did not get the resort credits on the reservation. We see they were listed on the reservation and confirmed this. Regarding the issues at the resort there was nothing reported in the Front System.  It looks like the received $375 in Resort Credits and they were applied to Food & Beverage and the Spa.     
  When the guest let us know about the issues at the resort, they did not inform us of any fraudulent charges at this time. 
  
  ******** also sent communication to the guest, extending a $100.00 discount on a future reservation. 
  
  
  Below is information from the resort
  They arrived on February 28 with two Deluxe reservations,Q80BEAJUQ and HYUNXETWS1, for 3 nights. They were granted a complimentary upgrade to a One Bedroom for one reservation to avoid moving rooms for their second reservation, EX8F7E17G in the Two Bedroom.
  The guest had a $125 USD credit on each reservation from February 28 to March 2. The first credit of $125 USD was applied on March 2, and an exception was made to apply the second credit of $125 USD upon their departure on March 8 because they had not consumed enough to apply charges. On March 8, the resort credit of $375 USD from the Two Bedroom reservation was applied.
  
  There's not a single comment about any of the issues the guest is reporting on the email noted on the booking, this is unusual since reading this amount of complaints at least one should have been noted here, booking has $375USD resort credit and are noted on the booking.

   

  
  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22407367
  
  I am rejecting this response because: 1. I'd like to see where the mentioned credits of $125 and $375 were applied on my account towards Spa and food. I specifically asked the front desk to apply the credits towards the 7 Spa sessions that we had and I was denied.  2. The business is disputing my complaint for lack of note keeping on their end. Not only their services and staff were sub-par during my stay, seems like the management failed to note the issues and the business is blaming me for their team's incompetencies. Instead I'd suggest to the business to establish better accountability measures and train their staff for proper service and documentation. 

  While I don't have a photo for the dysfunctional fridge water dispenser or the broken front gate, I have attached a photo of the light fixture as a proof for the complaint. I have also attached the final bill that I was presented which doesn't show any of the mentioned credits applied. 

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

  Customer Answer

  Date: 10/17/2024

  For context, not only I shared my complaints with the staff at the hotel prior to my departure, I also followed up on the complaints shortly after arriving back home:

  On 3/12 at approximately 4:30pm PST, I called the customer service and spoke to ******. Discussed the spa and food credit issues and the items for light, elevator, fridge water, front gate, coffee maker.
  
  Again on 3/29, and due to lack of response, I called back - **** (male) picked up; I asked to be connected with ******, was passed on to *****, asked again to speak to ******. Eventually I spoke to ****** and was provided an email address to follow up.   
  - Both *** and ***** seemed to be off work on 3/29
  *************************************************************

  I have also attached my email thread with the "management team" that shows I had stated the issues in a documented format on 3/29/24 and despite a dozen correspondences, never received a proper acknowledgement of the inconveniences we had to endure during our stay.  

  Customer Answer

  Date: 10/25/2024

  Have you shared the latest communication I provided on 10/17 with the business? 

  Business Response

  Date: 11/11/2024

  Greetings,
  
  Per **** ****** the **************** Center Director there were no reports listed by the Front Desk while the guest was at the resort or at check out.  The guest was also given $375 Resort Credit.  Also a communication was sent  to the guest extending them a $100.00 discount on a future stay. Thank you
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22407367
  
  I am rejecting this response because: I have provided evidence of at least one of the issues, photo of the light fixture hanging with exposed wire, and stand by the rest of the issues I shared. The business keeps responding that their front desk staff hadn't noted anything. Well, that further demonstrates the YOUR STAFF's INCOMPETENCY for FAILING to provide the proper service in the first place and FAILING to document the issues for further investigation and corrective action. 

  As a customer at a five-star hotel I expect only the best, especially considering how much I paid for it. Your team FAILED to deliver that and your follow up correspondents demonstrates your poor leadership strategy in defending the wrong doings of your staff rather than accepting a customer's feedback and striving to make progress. 

  Also would like to see a detailed a breakdown of how they have applied. I had two separate reservations and each included multiple food, resort, and spa credits as shown in the attachment. In total the credits should have been:

  2 x $350 = $700 - only one credit was applied to a food order of dinner for our first night 

  10 x $20 daily food credit = $200 - I tried to use these but was told I couldn't since my food order by the pool had come from different kitchens 

  2 x 2 x $40 spa credit = $160 - we had 3 couples massage and 1 single massage for a total of 7 massages - didn't receive any credit

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

  Business Response

  Date: 11/27/2024

  Good morning, 
  
  Per **** ****** the **************** Center Director there were no reports listed by the Front Desk while the guest was at the resort or at check out.  The guest was also given $375 Resort Credit.  ******** also sent a communication to the guest extending them a $100.00 discount on a future stay. 

  Business Response

  Date: 11/27/2024

  Please see attached

  Business Response

  Date: 12/19/2024

  Greetings,

  Please be informed that the account is under further review. We will update you of any new information received. Thank you
  

   

  Business Response

  Date: 12/19/2024

  Greetings,

  We are resending the attached showing that the resort credits were applied to the final bill. 
  Line numbers 23 (Otros Credit Spa) 47, 48 and 49 on the billing.

  Thank you

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22407367
  
  I am rejecting this response because: it doesn't provide any new information. states they are conducting their review. This "review" has been going for a few months, now. Hope it provides an acceptable resolution, soon. 
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 12/20/2024

  I had three different reservations with confirmation codes:

  [ex8f7e17g]

  [q80beajuq] 

  [hyunxetws1] 

  They are all attached. Each reservation included up to $350 resort credit and two $40 spa credits. In total:  3*$350 = $1050 resort credit and 3*2*$40 = $240 spa credit and $20 daily food credit. The resort credit could have been applied towards spa services and food as well as other items. 

  Each USD was ~16 peso in March 2024. Hence $1050 was about ****** pesos.  And $240 is 3800 pesos - this is ~****** peso that I should have received not even including the daily food credit. 

  The mentioned credits in lines 47, 48, 49 add up to only ~***** pesos.

  I should have received full credit for spa services on lines 16, 17, 22, 24, and foods on line 3, 6, 10 and 13. 

  Spa: 2221 + 2213 + 2199 + 2200 = ***** pesos

  Food: 1976 + 190+237+269 = ***** pesos

  That is total of ****** pesos vs ***** pesos credit mentioned on lines 47 - 49. That is a difference of ~4700 pesos and with price of peso at that time would have been ~$300.  

  Given all the other issues with the room and service besides the credit and the painful back and forth communication on this topic, I am asking for $750 refund. 

  Best,

  hoss

   

  Business Response

  Date: 01/07/2025

  Greetings,

  Please be advised that the complaint is under further review and we will update you of any new information received. Thank you
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22407367
  
  I am rejecting this response because: it doesn't provide any information nor resolution. It just states there is an investigation. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/10/2025

  Greetings,

  Mr. ******* had 3 different reservations, 2 deluxe studios from February 28 to March 2 and a twobedroom from March 2 to March 8, he was upgraded to one of the deluxe studios from March 28 to March 2 to avoid the hassle of moving him from one unit to another.
  
  According to the resort credit that the guest had in his reservation in the first reservation he should have had a resort credit of $2,834.02 pesos which was what he consumed taking out tips and service charges, and only $1,862.5 pesos was applied. ****** pesos have not been applied.

  On the second reservation was applied 350 usd credit on the *** and ****** pesos. The guest had no more consumptions to apply the credit to.

  We would like to apply the ****** pesos credit on his credit card and give them a complimentary night in a two bedroom in a European plan due to the delay in the response and the incidents that the guest commented. Certificate valid in 2025 has no cash value, is not transferable and does not apply to black out dates.

  We will also try to contact back the guest the latest will be Monday next week. 
  
  If you have any other question please do not hesitate to contact us
  
  Thank you
  
  
  
  ****** *******
  Gerente General VLE
  M | ********************************************************   PH | 3222269700 | Ext. 0
  TOLL FREE **************
  **************************************
  
  ****************************************************************, *******, Mxico C.P. 63732

• Initial Complaint

  Date:10/07/2024

  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.

  We're absolutely done with Grand Solmar and Resortcoms refusal to work with us and their blatant disregard for us as victims they pressured into a financial trap. It feels like we're stuck on repeat with the poor customer service and endless hoops, and our attempt to cancel the contract hasn't gotten us anywhere. We've tried reaching out to cancel so many times, and it's just crickets. When we have gotten any sort of response, its just because theyre telling us to pay up. NOT because they care to address the reasons were not paying, which THEY are responsible for. It's straining us financially and emotionally with promises that fell flat at the point of *********** top it all off, we've got a collection agency in the mix, making things ******* thanks to their lack of transparency and effort. ResortCom should've had our backs, but instead, they've just let things spiral. We wanted a fair shot at sorting this contract mess, but all we got was more hassle and zero acknowledgment. We need Grand Solmar and ResortCom to step up and finally cancel our timeshare contract! Somebody please take responsibility and let us out of this mess.

  Business Response

  Date: 10/14/2024

  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.

  Business Response

  Date: 10/16/2024

  Greetings,

  
  Contract is assigned to ***************** they need to contact them to make a deal to cancel account.
  
  Regards,

  ***** ***** <******************************************>

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22392115
  
  I am rejecting this response because:

  Through all of our communications with Grand Solmar, they are constantly passing the buck off to someone else and have encouraged us to communicate with ResortCom and then a collections agency about our account and the issues prompting our cancellation request, because they clearly had intentions to avoid accountability here. Then in our communications with ResortCom, theyve also tried passing the responsibility of all this back to the ********* company and to collections, so weve been sent running in circles which is not ok. If ResortCom is truthful in stating that they have no authority in this kind of situation, then they should not be actively profiting from us being taken advantage of by this *****************. Its really disappointing to have them dismiss our concerns, too. Weve been left with nowhere else to turn, and even ResortCom saying they would communicate with Grand Solmar about this has resulted in nothing in the two weeks since they said it. This is a serious problem and someone needs to step up and make this right ASAP. 
  
  
  Even message boards and stories from other owners online all direct back to ResortCom stating that your company is the one that gave the option of cancellation and facilitated the process for them surrendering their ownerships, so does ResortCom only intervene and assist when its convenient for them or is their some specific requirement that prompts them to offer cancellation? We just need clarity and answers here so this matter can finally be put to rest and we can stop being taken advantage o
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/29/2024

  Greetings,

  In further review, Solmar is willing to meet a  mutual resolution to the complaint. The account will be removed from collections and will be reinstated in ResortCom. If the member wants to cancel the membership, member is required to complete 40% of the purchase price. Please call ************ to make the payment so we can release the Voluntary Surrender forms for member to complete and submit. Thank you.

   

   

• Initial Complaint

  Date:10/04/2024

  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.

  Im submitting this complaint because *********** / *************** refuses to help me, simply because there is a balance due on my account. I am trying to relinquish my membership and they state they are unable to process a surrender due to there being a loan on my account. I keep getting asked about a past-due balance, but they will not address my concerns. I want to give the membership back because its not what they promised. They told me I could rent it out to generate income, and they would assist me in selling it if I ever wanted to. My experience while using the membership hasnt been great either, and I have not been able to use it since 2021. Given my current financial situation,I am struggling with medical expenses, alongside my other bills. I am unable to justify keeping an ownership that does not meet the expectations that were originally provided to me at the time of purchase. I would appreciate the company allowing me to relinquish the membership to them, and give me my money back that I have payed.

  Business Response

  Date: 10/08/2024

  Greetings,

  I tried to contact the member with no success and have left a voice message,and have sent an email message asking to send me her request,
  I will try to call her again and give you an update.
  
  Regards
  
  ******** ******
  *************** assistant
  Tafer Resorts
  
  PH ******************  ext. 2202
  ***/CAN **************************
  **************************************************************      
  **************************
  ****. a *******************. 7.5 ***************, ************;     

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22379794
  
  I am rejecting this response because: I have received an email from **************** ****** from ****** services she also CC ***** ***** ****** ****** on the email. She is suppose to contact me about my cancellation of my membership. As of today I have not heard back from her. 
  Hoping to hear from her soon.
   
  Sincerely,
  
  ******** ******

  Business Response

  Date: 10/08/2024

  Dear member,

  
  Please be advised that ****** contacted me yesterday and she is going to call the member at 3pm.
  Have an excellent day
  
  
  ******** ******
  *************** assistant
  Tafer Resorts
  
  PH ******************  ext. 2202
  ***/CAN **************************
  **************************************************************      
  **************************
  ****. a *******************. 7.5 ***************, ************;     

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22379794
  
  I am rejecting this response because: I have waited for the call today at 3pm, I didnt receive any call from ****** ****** from member services. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 10/10/2024

   

  Greetings,
  

  
  

  I spoke with the member and she is going to send me her request in writing, and as soon as we have a resolution, she will remove the complaint.
  
  I will update after she send me her request
  
  Regards
  
  
  
  ****** *. ******************************** Manager
  Tafer Resorts
  PH ****************************
  Whats App *******************
  ****************************************************      
  **************************
  Cancn, ********************, Mxico.