ComplaintsforResortcom International, LLC
Administrative Services
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Complaint Details
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Initial Complaint
12/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 youInitial Complaint
11/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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.Initial Complaint
11/01/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Bait & Switch. Undisclosed penalties/fees. Fraud. I own a holiday 2 bedroom account. When I tried to book the week I was told no 2 BR's were available but that I could split the week, book a 1 BR+studio combo, waitlist for a 2 BR & then switch to that if one opened. I was charged $515 to split the week. I was not told that the split fee was non refundable, that the TWO reservations would be subject to cancel fees & that I could not revert back to a 2 BR week. The obvious goal was to change to a 2 BR via WL. After booking I found that 2 BR's WERE available & being rented to non owners (although reservations of course didn't tell me this). My guests got a 2 BR. I called back immediately to cancel but was disconnected after over an hour on hold. I tried at least 4 subsequent times & had to give up each time due to hour plus wait times. I sent several emails explaining this all & asking that the 2 reservations be cancelled. No reply other than to call in. Today I finally got through. 1.5 hours later they were cancelled. I was told that 2 ($150) cancelation fees applied. My $515 split week fee was non refundable & that I could not get back my 2 bedroom use week. Wait times are such that most cannot cancel within the 24 hour period they say was necessary. All these penalties & fees were not disclosed. So according to this logic if & when the WL cleared I would have been charged a $815 fee/penalty in order to book the suite type I already own? This is outrageous & unfair. Bad enough that owners who have bought in can't even access the inventory that advertise to the general public - but the penalty fees are undisclosed & illegal and the horrendous customer service of 1+ hour wait times & cut off calls an intentional way to maximize them. After considerable wasted time arguing they finally waived ONE cancellation fee of $150. I want a refund for $665 & restoration of my 2BR week. Account XX-XXXXX. Reservation #'s ******* & *******Business response
05/24/2022
Business Response /* (1000, 5, 2021/11/03) */ 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, 8, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried repeatedly to return the message of Lomac M******** with no success. Hour long hold times. When I attempt to enter the extension given their system dumps me into a voice mailbox for a different one. I have also emailed back twice to no avail. The apparent strategy is to make it virtually impossible for a member to get through. I have not been refunded for a $515 "split fee" & $150 "cancellation fee" nor has my owner week been returned to its original 2 bedroom holiday week status. Business Response /* (4000, 10, 2021/11/09) */ Please be advised that we exchanged emails with the member showing that we have reached a mutual resolution to the complaint. Please see correspondence below. Thank you. Yes; please apply part of the funds toward whatever I owe. On Monday, November 8, 2021, 03:00:04 PM PST, Lomac M********
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Customer Complaints Summary
65 total complaints in the last 3 years.
30 complaints closed in the last 12 months.