ComplaintsforResortcom International, LLC

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The details of my purchase of the timeshare were misrepresented by Kurtis J*****. I told 3 different people that I didn't want to purchase the time share specifically because I wasn't trying to get a new loan because I was in the process of buying another property. Each person was supposed to be superior to the other ending with Kurtis who said he had the authority to allow me to purchase another members account. This account would require me to make a $1000 Down payment and then 6 months of $285 payments to complete the former members requirements and unlock the regular membership loan free which would then go to a monthly fee of $145. I agreed and signed the documents under the premise that this was my deal. I never used the membership which started March 2021. I never used the membership and called the other day to cancel it seeing that Kurtis told me once I completed my 6 payments of 285 and it went to $145 a month it was just a regular membership and I could just terminate it without any issues. I called to end the membership and learned that what he told me wasn't true and that it was a fresh loan. I tried explaining how everything was misrepresented to me at the table and they tried to act like there was nothing the could do because I signed a contract. This is predatory because they are taking advantage of people out of the country on vacation. I don't even want my money back that I've already paid they can keep it, I just want them to terminate my loan or membership or whatever it is going forward. This isn't even a real loan they didn't pull financials or check credit or anything. This company should make this right. What they are doing in Puerto Vallarte is not right and I'm not the only one this was done to reading your reviews on here and Google etc. You've collected around 5k from me. Keep it. Just terminate me membership and "loan" moving forward.

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/23) */ 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 Consumer Response /* (3000, 7, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a loan concern which you say you have the authority to handle. I was sold something under false pretenses that I am still currently paying for and have not used. My payment amounts and schedule can show you the validity in my claims, as well as the numerous other people you have complaining about the same exact thing and person. I am requesting a cancellation of this "loan" in goodwill because of the circumstances. I have never missed or been late on any payment. You guys have collected over $5000 from me for something that was misrepresented to me by a company you are affiliated with. Keep the money you have collected so far and end this loan. You have that authority to do so. Business Response /* (4000, 10, 2022/05/26) */ ***Document Attached*** Greetings In further review of the account, we have reached a mutual resolution to the BBB complaint. The resort is allowing the membership cancellation but there will be no refund. Please see attached Voluntary Surrender documents. Thank you

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went to Villa Del Palmar resort in Cabo San Lucas on Aug 11, 2022. We were invited to attend a vacation presentation on Aug 13, 2022. The vacation presentation was really good, the agent showed us how much money we can save on hotels, anywhere in the world, with no black out dates, with using their site/the benefits of being a member of their resort. We paid our deposit of $2529 on Aug 13, 2022 and when we returned to the US, we paid the remaining balance of $6872.30 to avoid paying the high interest rate of using their company. On 9/1, I sent an email asking when we will get access to the site so I can start booking our vacation and was told that we will get the packet from ******** within 6-8 weeks. I received the access on 9/21/22 and found out that the agent lied. We were scheduled for a trip to Hawaii in October, Los Angeles in November, and New York in December and was not able to find any hotels that matches the date that we were scheduled to go. Their availability are usually starting on Saturday check ins and not flexible. I called Resortcom who represents Villa Del Palmar and told them that the vacation package that was sold to us is not what they claimed to be and that we would like to cancel and get our money back since we were not able to use it or has any benefits to us. I followed up in January and February, sent emails to the agent who did the presentation and no response. I was not able to dispute on credit card since it was over 90 days in December when it was clear that we were not going to be able to use the vacation package, that the deals on ******** is not as good as they presented during the presentation. We paid a total of 9401.30 for a vacation package/access that does not allow us to vacation the way we want and it feels like we got scammed so we would like to get a refund.

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/05/12) */ 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. Consumer Response /* (3000, 7, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were informed during the presentation that ResortCom was the parent company, so we felt secured that the parent company is based in the US that's why we were ok with the sale and confidently made our payments to Resortcom. Please work with Villa del Palmar since no one's responding to my emails. Thank you. Business Response /* (4000, 9, 2022/05/18) */ To whom it may concern; In regards to BBB Complaint Case# ******** (Ref#************-********-4-302), member purchased the lodging and use of time share services membership back in October of 2021. Within the contract that member signed at time of purchase the developments were member can travel with his membership are clearly listed.(please see below) In addition, it is clearly stipulated that ******** ************* is an independent exchange company with whom member is provided with one year free enrollment, guidelines to use their services are established directly by them, the same as availability and fees to complete an exchange. The company believes that member has a contractual obligation that we expect be honored as what member claims is clearly disclosed within the documentation signed. Best Regards, CLAUDIA ******** Member Services Director M claudia.l****@villagroup.com P (***) ********/ (***)******** Ext. *** Consumer Response /* (4200, 12, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the services and membership information that your selling agent provided are false and misleading, we should have the right to cancel and get a refund. It's not our obligation to pay for something that's not beneficial and of any use to us. He even told us that if we weren't happy with the membership, the company will buy ut back. Additionally, when he was doing his presentation and showing us all the benefits we will be getting as a member with ******** were all false and misleading. We weren't able to use and utilize this so called membership for our local trips to LA, Hawaii and New York and these are all just US basedy. JAgain, we shouldn't be paying for something that is not beneficial or useful to us and should be refunded what we paid for. That is your obligation as a company to not sell a membership that is not beneficial and obligate us to keep and continue paying.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have NEVER taken a vacation using this timeshare nor do I plan to in the future. I was offered a vacation in exchange for my attendance to a sales presentation hosted by Tafer Resorts. The accommodations I was given were mediocre at best so when I went to the lovely resort and saw the timeshare accommodations I was in awe. Everything was very beautiful and clean. Unfortunately, the brief presentation took much longer than anticipated and the representatives would not take no for an answer. I felt as though the only way for me to leave was to sign a contract. I suffer from memory loss and have several other health issues. When the Covid-19 pandemic hit I was negatively impacted financially. My medical bills are much more important and have increased substantially since my purchase. I reached out about what I could do to end my ownership but was only met with resistance and demands for payments.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/05) */ 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.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After paying them the maintenance biannual service fee via fax as they required a form to be faxed including all the member details and credit card information, they just send a suspicious email authorizing themself to charge recurrent payments automatically to the credit card provided on file as required on the fax form. There is no check box or anything giving the customer the option to approve/deny these types of transactions (see enclosed the word document). they just add a clause as part of the form saying "Also, please add this credit as recurrent card for future maintenance fee payments until contract is active." even without the explicit approval from the customer, Also, I am attaching the email when they are approving these future charges on behalf of the member and there is no option to decline or accept these conditions as they are already approved in the context of the form. These are very suspicious ways to disguise the intentional actions of a company affecting the good faith of a client/customer. Also, they are sending some information in Spanish and others in English, taking advantage of the people who can not speak fluently either or other languages. Additionally, the website they offered to the clients does not work as there is always an error with the user name, email or password, so there is no way to access the account, status, statements, payments or history of payments and actions. And on top of that, there is no phone number to get in contact with this part of the company and have it fixed, This in their website ********************************* Unfortunately, there is no way to recover our money as these types of entities always shield themselves legally and lack any accountability for their vicious business practices. I wish I had never signed with them.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/03/26) */ 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

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out to Grand Solmar about my dissatisfaction with my ownership and no one even bothered to respond. ResortCom handles the loan for them and not even they are contacting me. I was convinced this timeshare was a good investment and was going to allow me and my family to enjoy a 3 bedroom unit with a pool. When it came time for me to use it, I was told they had no 3 bedroom units available for my family. This is after I already put a down payment of over $75k! I have paid and enormous amount of money for nothing, and I can't justify any reason I would give them anymore of my money. I want this timeshare and Grand Solmar out of my life for good. Terminate my contract ASAP!

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/03/26) */ 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 Consumer Response /* (3000, 8, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried to get a hold of Grand Solmar for about 2 years. If you could provide we with the information on how to properly get in contact with them about this matter that would be most appreciated. Business Response /* (4000, 10, 2022/04/08) */ For Solmar reservation inquiry, please call **************. Thank you.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For several weeks I have been unable to confirm reservations for my fixed week time shares @ Grand Solmar Resort in Cabo San Lucas. My fixed weeks are April 23 (17) tru May 7 (18). I have called and e mailed ResortCom for several weeks and have been been unable to access the call center or receive a response from numerous texts. This is unacceptable. All previously published reservation or contact lines into Grand Solmar are now no longer in service.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/03/23) */ 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 Consumer Response /* (3000, 7, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) ResortCom is in fact in control of providing timely responses on problems and solutions to time share owner @ GrandSolmar in Cabo San Lucas. As a third party provider of services including maintenance fees and reservations they have failed in their duty to respond in a timely basis to e mails and staff accordingly their call center to accommodate inquiries on said services. I attempted to contact the call center on not less than 20 occasions over a period of 5-6 weeks and not once was I able to make contact or leave a message. Unacceptable and the public and other businesses should be aware of ResortCom's poor business practices. Business Response /* (4000, 10, 2022/03/24) */ Please be advised that we are in the process of accounts conversion from ******* to ResortCom. For Solmar reservation inquiry, please call **************. Thank you. Consumer Response /* (4200, 12, 2022/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) ResortCom has assumed no responsibility in maintaining adequate staffing to respond via their call center to inquiries as to payment of maintenance fees and reservations. Unacceptable! I have however been contacted directly by Grand Solmar Fixed Members and have confirmed my reservations with them directly. This entire conversion has been a nightmare.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are current owners of a timeshare with ************************ and have a lot of concerns about what we were sold. We got a very bad impression and had a less than enjoyable vacation when we used our first members week. We had consistent issues with the door locks and key cards that no one seemed to be able to figure out. We were also extremely shocked to find out that fees for food and drinks were so incredibly high. It was nothing comparable to what we were told when we purchased. This was supposed to be an all inclusive membership plan, but it certainly is not. We feel tricked into buying something that wasn't at all how it was presented. We tried reaching out to ********** about what we could do to end ownership and the refund of the money we invested. At first, we were optimistic because we were told a supervisor was going to reach out to us about our email. We even saw that the supervisor was included in the email reply from Tatiana F*******. Our optimism dropped when after more than a month, we've heard nothing from any supervisor. We even tried to reach out again by emailing and calling, but still no response. This whole ordeal has been frustrating to say the least, and we need someone at ********** to get in touch with us ASAP.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/01/21) */ 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 Consumer Response /* (3000, 7, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you tell me when I can expect to hear from them and who is going to be reaching out to me? Since it's already been months since I've heard from them, I'm still a bit skeptical they will actually get in touch with me. Business Response /* (4000, 9, 2022/01/27) */ Please be advise that we have already alerted the resort and a supervisor will be in contact with the member. Thank you Consumer Response /* (4200, 11, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept this promise until I am actually contacted by someone who can actually help me cancel this membership and make a repayment of my payment of 48,000.00 dollars as I paid in full for the discounted price they gave me. The last 2 people I spoke with were supervisors as well and said I can not cancel. Thanks for helping me BBB. Business Response /* (4000, 13, 2022/02/02) */ Please see ********* response: According to our investigation of the case expressed by Mrs. ********, after reviewing the reports of their stay at the ********** Nuevo Vallarta, we see that their room keys were indeed deprogrammed but it was fixed immediately and this is something that escapes the our hands because it usually happens when customers put keys together with cell phones. On the other hand, in relation to their concern about the purchased membership and the all-inclusive prices that, as stipulated in the contract, the client must cover to use their membership, these prices vary depending on the destination and the hotel that the client chooses, because just as we have 3-star hotels we also have 5-star hotels and they handle different rates, these clients quoted one of the most expensive destinations (Aruba) and when they received a quote for this hotel they were disconcerted, however they acquired the membership in Mexico and there we have hotels where the client can travel paying less than $45.00 p/p/p/n in low season, we understand that the client needs a clarification of the membership and they will be contacted by us promptly. Cordially, Customer Service Manager Ms. Alicia G******** Consumer Response /* (4200, 15, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They called me just now and said they understood the issues and want to give me a free trip to another resort to show me how wonderful the resort is. All the resorts should be wonderful, that is what was told in the sales pitch and it is a lie.They want a chance to do a set the stage perfect to keep me as a member and I will not and do not want this falsely sold membership to awful vacations at unaffordable prices. I want cancelation and my money refunded. They say I can not help you! Business Response /* (4000, 17, 2022/02/09) */ Greetings, Per *******, they are negotiating the solution to this case directly with the client/members for possible resolution. Thank you

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were contacted by phone to see the Villa del Palmar in Cancun, Mexico and given a 4-night stay at the resort if we went to a 90-minute presentation. We attended the presentation and were given a tour of the resort. After the tour, we were in a noisy, crowded room for a several hours-long sales presentations in which several salespeople interacted with us. We were told we were making an investment in vacation property ownership which would increase in value over time and allow us to enjoy luxury resorts at a fraction of what hotels cost. They said we could exchange our points thru Interval for stays worldwide, at luxury resorts at any time and could pass *** investment to our children and grandchildren and to trade our points for airfares, cruises, car rentals and other amenities. None of this was true.We were told by the salespeople that we would be able to lower the cost of ownership by renting out the unused time and get credit for making referrals to them. They said we would be able to refinance the debt thru our bank of choice for a lower interest rate and that the property could be resold for value. None of this was true.We were told we were getting a deal that was a one-time-only bargain and only good that day. We felt pressured and coerced into purchasing. The closing was done in a rapid, cursory, point-and-sign manner. We had no time to read the documents and have no understanding of foreign or Mexican real estate law. We signed many documents that were reviewed very quickly by Timeshare personnel who gave brief summaries of the content. Some of the documents we signed state that they are governed by Mexican law and some by Nevada law. We later learned that our contract expires after 30 years (2045) and that we would need to renew it for another 30 years with greatly increased maintenance fees. To date, we have received no assistance from the Timeshare Company in leasing out our unit or in reselling our investment, as they had promised.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2021/12/20) */ 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. Consumer Response /* (3000, 7, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please inform us of any and all correspondence from the property. If ResortCom is not responsible for canceling out contract, then who do we need to contact to get this taken care, please provide us the proper contact information to get this taken care of. Thank you Business Response /* (4000, 9, 2021/12/28) */ Please be advised that this is under resort's review. We will update you of any new information received. Thank you Consumer Response /* (4200, 11, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will wait for the new information from the resort in regard to our complaint filed and for the resort's review to be completed. Thank you Business Response /* (4000, 13, 2022/01/06) */ Greetings, To meet a mutual resolution to the complaint, the resort agreed and will allow to cancel the membership and the account will be remove from collection. Please see attached Voluntary Surrender Document for the members to complete. Thank you

• Initial Complaint

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After evaluating the lack of responses from ResortCom, we would like to take this time to request that ResortCom either confirms or denies the cancellation for contract # ******. We have been sending documents that require a response to ResortCom since the beginning of this year and to this date we have not received a single response. We have also filed complaints against your company and continue to be neglected. Due to lack of response, we are assuming we have been cancelled out of our timeshare ownership from ResortCom and are now relieved from this timeshare ownership. If this is not the case, please respond accordingly in relation to the continued matter of our request to form a mutual agreement from our timeshare referenced under contract # ******.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2021/12/07) */ Greetings, This account has been cancelled and we will maintain a file on record if questions arise regarding the account in the future. Thank you Consumer Response /* (3000, 12, 2022/01/24) */ Apologies for my delayed response. I am ecstatic to hear this ! I am requesting that your company either mail or email me a formal letter stating this cancelation so I can have that in my records. Once I receive that, then I will consider this dispute resolved and completed. Thank you. Business Response /* (4000, 14, 2022/01/27) */ Please be advised that the resort will be in contact with the member via phone # *********** and/or email **************@gmail.com. Thank you

• Initial Complaint

  11/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We unfortunately purchased a timeshare back on July 10, 2000. This timeshare contract was for 20 years. We went back the next day after realizing our mistake and begged that they cancel our contract. They refused. I know that would not be allowed in the US but we were in Puerto Vallarta and apparently they can refuse...even if you went back the very next day. We knew we were scammed when they refused our request to cancel our contract. They would only offer to lower our cost from $7,605 to $6,045 but of course with this lower price...we didn't get the "same week". We paid that off immediately and have paid our annual maintenance fees on time and just waited until our 20 years are up. It is and I have e-mailed them twice (3/2/21 & 3/19/21 have proof) letting them know we have fulfilled our commitment and ask they cancel our membership so we don't incur repeated annual maintenance fees. I didn't get any response but hopeful that the just cancelled it. Well we just received our annual maintenance fee due November 30, 2021. I responded to that e-mail with my proof asking them to cancel. They will not do it until we pay our fee. I told them I requested this way before this fee was sent (every November) and showed them proof of my multiple requests but again...they REFUSE UNTIL we PAY another fee. This scam continues. It is a vicious cycle and has been such a nightmare.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2021/11/11) */ 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. Consumer Response /* (3000, 7, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We now realized that Mexico does give 5 days to rescind a timeshare purchase. That law has been in place since 1994 (we purchased in 2000). Article 56 of the Federal Consumer Protection Law states: "The contract will be perfected within five working days from the delivery of, or the signature of the contract, whichever occurs the latest. During this period, the consumer will have the right to revoke his consent without any responsibility. Again...we went back the very next morning to cancel our contract and the salesman and his managers all said we couldn't cancel. We were lied to repeatedly...especially now knowing LEGALLY they should have cancelled our contract. ResortCom is requiring us to pay another $825.00 as a "Surrender Fee". Why?? Business Response /* (4000, 9, 2021/11/22) */ Dear Member, Please be advise that the $825 voluntary surrender fee is a courtesy to you to break the contract... According to your contract, you still have up until 2029 to make your maintenance fee payments...The voluntary surrender fee is required by the club in order to proceed your contract modification request. Thank you.

*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. ↩