Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  3/8/2023 signed the contract. During the presentation, there was no mention of the rising costs of the maintenance fee, there was no mention of the additional cost to select other options for vacations ($299), it was suggested that I could travel anywhere (only to find out that most of their resorts were on the west coast, they kept me longer than the 1 hour that they promised, and when I contacted them to cancel my membership, they did not respond. I am 68 years old and not comfortable to travel by myself, or to try to cancel my membership by myself. I have contacted **************************** to assist me in canceling my membership. I hope that you will be able to find a resolution. Thank you PS - Each of the forms I have from them have different acct, contract or membership numbers; please contact me if you need more info. Also, $510 is due for 2025.

  Business response

  12/20/2024

  Thank you for alerting us to your concerns. We regret you are requesting to cancel your membership. We believe if you would give our services a chance you will find they are a great way to vacation. Thousands of resorts are available through our system and that of our exchange partner ***. You were informed about maintenance fees and available rentals in the Club documents and disclosures. We will review your account, and a manager will contact you with our findings. Thank you.

  Customer response

  12/26/2024

   
  Complaint: 22701658
  
  I am rejecting this response because:  I want to cancel this membership; not continue to pay the maintenance fees for something that I am not going to use. I am now required to pay an additional $510 for the year of 2025.  I want this to stop.
  
  Sincerely,
  
  ******* ******

  Business response

  01/23/2025

  A manager has contacted you with options and assistance. We look forward to working with you and settling this matter. 

  Customer response

  01/27/2025

   
  Better Business Bureau:
  
  RE:  Cancellation - ******* ******- complaint #********
  
  Hello, perhaps I misspoke re: the refund from the $510 Maintenance Fee.  Please disregard this suggestion; I will just be happy to be rid of this obligation.
  
  Thank  you, ******* ******

   

• Initial Complaint

  12/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We need help getting something resolved with Sapphire Resorts as they are not willing to work with us on this matter. We have offered to pay the remainder of our financial obligation to their company but need their cooperation in releasing us from this membership. They have not fulfilled their end of the agreement and we are willing to let that go and pay the remainder of our loan to get this matter resolved. Please help us resolve this matter with Sapphire. ***** and ****** *.

  Business response

  12/18/2024

  Thank you for alerting us to this situation. We will review your account, and a manager will contact you to discuss our findings. Hopefully we can resolve this matter to the satisfaction of both parties. We definitely would like to know the specifics of your complaint before concluding our review before making any decisions on your obligations. Thank you.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I purchased a triannual timeshare membership from GetAways Resorts (aka Sapphire Resorts) in December 2023. The membership was sold to us during a presentation in which the salesman grossly misrepresented the usability of the timeshare. He falsely stated that the membership would allow us to flexibly vacation anytime we wanted within a huge network of luxury resorts. However, after a year of ownership, we have found again and again that we have insufficient points for virtually every resort. Or if we do have enough points, there is no availability. The salesman said we could easily book extended weekends, but we have not been able to book even a one-day vacation. Between the down payment, the monthly mortgage payments, and the annual HOA fees, we are paying a premium price for a service that does absolutely nothing. Theres no other way to look at it: this is a scam. We want GetAways to undo the transaction and give us our money back.

  Business response

  12/18/2024

  Thank you for taking the time to alert us to your concerns. We will thoroughly review your account, and a manager will contact you with our findings. We regret the misunderstanding that seems to have occurred with your member benefits, and we will go over them in detail. Hopefully, we can resolve this matter to your satisfaction. Thank you.

  Customer response

  12/18/2024

   
  Complaint: 22680273
  
  I am rejecting this response because:

  I dont want to talk to anyone about how to use your benefits. I want a refund or cancellation of account 
  
  Sincerely,
  
  ***** *******

  Business response

  12/18/2024

  We regret to inform you that we will not cancel your contract without discussing the specifics of your complaint. Please contact member services. Thank you have a nice day.

  Customer response

  12/19/2024

   
  Complaint: 22680273
  
  I am rejecting this response because:
  Your sales team lied to us and misinformation was given to us about all of your fees and the use of the timeshares. We just want out of this situation 
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mar of 2019 we met with Getaways Resort Management LLC. We paid between $4500 to $5000 up to now. We were led to believe it would be simple to use and could be used any time. We have never used any of this. Its too difficult for both of us to get time off with their calendar and our schedules. The amount of the maintenance fee keeps going up, yet we have always paid it. We have contacted the company to be released from the timeshare, but were told to contact the BBB. This is the second time ( so to speak) we are filling out information, we are slow on computers and seem to lose things and erase things that are needed, then we have to start over. Hopefully we wont have to do this again. Finding the information needed has been another struggle. We were instructed by ******* ******* to contact the BBB and then they would send a release agreement to be signed by us to relieve us of any further obligations.

  Business response

  11/25/2024

  Thank you for alerting us to your concerns. We will review your account, and a manager will contact you to discuss our findings. Not sure what the problem is with your computer, but we will do our best to assist you in resolving the situation. We would like nothing more than to get your membership back on tract and provide you with vacations for years to come. Thank you for your patience.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please attached document. Seeking to our exit our Highlands Resort at ***********

  Business response

  11/06/2024

  Thank you for alerting us to your situation. We will thoroughly review your account, and a manager will contact you with our findings. What you describe should not happen and we apologize for any inconvenience you may have endured. We would like nothing more than to get you back on track with your membership and provide you with vacations for years to come. Thank you for your patience.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint is about fraud. We purchased this timeshare in April 2021 and have come to realize that we were mislead by Getaways Resort Management. We have never been able to use this timeshare since we purchased it. We tried to use the timeshare on several occasions, but we could not get any type of lodging accommodations because there were blackout dates, or no lodging was available in the area that we wanted to visit. For example, we wanted to go to ******, ***** and no lodging was available. Furthermore, we were told that we would get a minimum of 50% on airfare. The airfare that was quoted was the same as what the airline would charge. We feel that the contract is fraudulent, and the timeshare is not legitimate. Also, this timeshare has never aligned with our financial or vacation needs. We have paid all of the principal in our contract. We have also paid the maintenance fees for the last three years. We are getting no benefit from this timeshare. We have paid approximately over $8,000 total to this timeshare. We have requested a full refund of all monies that we have paid. We have also offered for them to buy back the timeshare. We rescind ownership of this timeshare.

  Business response

  10/29/2024

  Thank you for alerting us to your concerns. We will thoroughly review your account, and a manager will contact you to discuss our findings. However there appears to be a misunderstanding on how our multi-site points-based product operates. There are no blackout dates. Accommodations are assigned on a space available basis subject to demand first come first served. Finally, our system does not have any properties in the ****** area. For this request you should use our exchange partner ***. We would like nothing more than to get your account back on track and provide you with vacations for many years to come. Thank you. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to formally request assistance in canceling my timeshare contract due to misleading sales tactics and false promises made by the ********* company.We attended a timeshare presentation in ********* after being offered free attraction tickets and a meal. Unfortunately, due to the length of the presentation, we were unable to use the attraction tickets. As current owners at another resort, we were assigned a specific representative. Despite declining several offers, the representative continued to return with discounted costs. To further persuade us, they offered two free tripsone to ****** and one to Mexicowhich turned out to be fake vouchers.The presentation stressed easy booking, availability, and a dedicated account representative for assistance with travel arrangements. They also claimed that maintenance fees had not significantly increased in the past 5-7 years and that we would have exclusive access to ***. However, we have since learned that anyone can join ***, making this claim entirely false. After purchasing based on these deceptive promises, we were shocked to read reviews and realize we had been misled.There is no account representative, and trips are almost impossible to book due to a lack of availability. We were under the impression that this timeshare would offer better vacation options for our family, but we have found that we can book our own vacations through hotels or rental services for much less than the increasing maintenance fees.We believe the sales representatives took advantage of our desire for a better timeshare experience and used that to mislead us into thinking this was the better option. We request that this timeshare contract be canceled immediately due to the dishonest sales practices and false information presented to us.Thank you for your attention to this matter.

  Business response

  10/22/2024

  Thank you for alerting us to your concerns. We regret that you have had difficulty in booking a vacation. This should not happen. We will thoroughly review your situation to determine what went wrong and the best course of action to get you booked. A manager will contact you to discuss our findings. Thank you for your patience. 

  Customer response

  10/24/2024

   
  Complaint: 22453300
  
  I am rejecting this response because:

  This is about much more than just booking a vacation. This is about the unethical business practices, lies and pressure we have experienced with your company. As mentioned, we declined the purchase many times, but they kept pressuring us by offering discounted rates and two free trips; one to ****** and one to ******. It turns out they were not real vacation vouchers, so we were lied to.

  We thought that this would be affordable, but we were not told that the maintenance fees would increase over time. Now we are stuck in this agreement because your company was untruthful. I want you to know that we have zero interest in ever booking a vacation through your company again, and simply want this contract to be completely cancelled. 
  
  Sincerely,
  
  ******** ********

  Business response

  10/28/2024

  We understand there is some confusion regarding your membership, however your claims do not align with our records. To date there has been no attempts to utilize your membership, or even so much as an active website account to validate these availability claims. We have no noted interactions with our ************************** save for the New Member Engagement welcome calls, nor any inquiries outside of the cancellation demands that began on October 3, 2023. I have also attached the certificate redemption documents that were provided to you at the time of purchase, which have been available for redemption. The copies clearly marked SAMPLE were provided to you to acknowledge the terms and conditions during the purchasing process, and the redeemable certificates would be mailed out anytime on request 90 days after. 

  While your financial and contractual obligations cannot be canceled outside of the rescission period prior to closing, we believe Sapphire Resorts can provide you with memorable vacations for years to come. A manager will contact you shortly to assist you further in utilizing your benefits. 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I have an ownership with ******** at ************** and have been owners for roughly 26 years. For several years now, the property has deteriorated as a result of poor maintenance. This coupled with the transition to a time share points system has diminished our experience and significantly impacted our trading value and ability to use it. We reached out to ***************/GetAways Resort Management, LLC earlier this year and our concerns were not addressed. ****** ******** advised that they do not do "deedbacks" at ********. She also said they have a hard time getting the *** to maintain the property. It has been years since our ownership has provided the experience and value we were promised. We have followed up several times, via ********************************* *************************************** (kicked back), and we tried using the contact page: *******************************************. Unfortunately, this has been unsuccessful, and we are now being ignored. We are not satisfied with our ownership or the lack of service we are receiving. We would like to give this back and get reimbursed for fees we have paid since our last vacation using this timeshare.

  Business response

  10/14/2024

  Thank you for alerting us to your concerns. Management we thoroughly review your comments, and a manager will contact you with our findings. We apologize for any inconvenience this may have caused especially the lack of communication. This should not happen. Thank you for your patience. 

  Customer response

  10/15/2024

  The response from the business simply says that that they will review my information and then reach out to me.  I would like to keep my complaint open until such time that they actually contact me simply because they have ignored my previous attempts to communicate with them.  The options I am provided as part of there message is "accept" or "reject".  Can I withhold my response within my 14 day response window to make sure they actually contact me?  
  

  Customer response

  10/22/2024

   
  Complaint: 22407672
  
  I am rejecting this response because: It has been 12 days since I received the message and I have not received a call from the company to discuss and resolve the matter. Nothing has been resolved. 
  
  Sincerely,
  
  ***** ********

  Business response

  10/23/2024

  We apologize for the delay. We will follow up asap. Thank you for your patience.

  Customer response

  11/06/2024

  I have not been contacted by this business. They have not made an attempt to resolve this matter.  I apologize for not responding in time, I was waiting to see if they would call as they had noted that they would.  I would like to keep this claim open 

   

  Business response

  11/07/2024

  We apologize if a representative has not contacted you as promised. We will be in touch as soon as possible.  It is true that the *** is not offering deed backs at this time however they are considering it in the future. You should be hearing from the *** board about this issue and more soon. Thank you for your patience.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We visited the *********** in ********* and were approached by a sales representative who offered us free gifts, including dinners, Madame Tussauds tickets, and a Gondola ride, in exchange for attending a Sapphire timeshare presentation. At the presentation, we spoke with ***** ***** and two other gentlemen, *** ******* and ****** (last name unknown). The presentation was high-energy, and everything seemed appealing, especially the promise of staying at high-end resorts like Hilton for a lower price.However, there were many misleading details. We were told there were no blackout dates, which turned out to be false. When we tried to book stays, every location was unavailable regardless of the date. The properties shown during the presentation were far superior to what we found on the Sapphire and *** websites, which were outdated and of lower quality. Contacting customer service has been nearly impossible, making it even more difficult to clarify our concerns or resolve ********* addition to the $900 down payment, Sapphire charges us $181 monthly, $643 annually, and a $200 activation fee we were told was included in the down payment. We were also misled into believing we could use the timeshare to make a profit to cover these fees, and that we could pass it down to our children with unlimited access. None of this has been true, and we have been unable to use the timeshare as promised.They tell me my account has been forefeited but still expect me to pay them. Technically I am no longer a member and they are forcing me to pay them on any debt I owe. A big reason I wanted to cancel was because it was too much money to spend! I'm trapped in a financial hole and it's like they don't care at all. I need them to just take me off their list and leave me alone. I want NOTHING to do with Sapphire Resorts.

  Business response

  10/07/2024

  Thank you for alerting us to your concerns. We regret the misunderstanding that exists with the terms and benefits of your purchase. A number of your comments are unfounded. For example, Black Out dates. We do not have Black Out dates for Club inventory. All inventory is available on a first come first served basis. In the purchase documents you acknowledged that you did not purchase for investment purposes but instead for your own personal use and enjoyment. We will review your account, and a manager will contact you to discuss our findings. Thank you.

  Business response

  10/08/2024

  Thank you for alerting us to your concerns. We regret the misunderstanding that exists with the terms and benefits of your purchase. A number of your comments are unfounded. For example, Black Out dates. We do not have Black Out dates for Club inventory. All inventory is available on a first come first served basis. In the purchase documents you acknowledged that you did not purchase for investment purposes but instead for your own personal use and enjoyment. We will review your account, and a manager will contact you to discuss our findings. Thank you.More Information...

  Business response

  10/09/2024

  We believe this matter has been resolved.

  Thank you.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 11, 2024, my husband and I upgraded our timeshare over the phone. As part of the sales pitch, the salesperson said the upgraded timeshare would be a real estate investment and would appreciate over time. Since then, we have discovered that our contract actually says the timeshare is for personal use and enjoyment. We had to acknowledge that we were not purchasing this Membership as a financial investment. We did not notice this clause in the contract when we signed it, but we clearly remember being told that the timeshare was a financial investment. We are confident that if GetAways reviews the recording from January 11th (assuming that they record their calls), they will see that the salesperson lied to us and gave us information that conflicted with the contract.

  Business response

  09/24/2024

  We regret to learn that you are not satisfied with your purchase. We will thoroughly review your upgrade experience, and a manager will contact you with our findings. Hopefully, we can resolve this matter and provide you with vacations for many years to come. Thank you for your patience.

  Business response

  09/25/2024

  We regret the misunderstanding that seems to exist with the benefits of your membership. The documents you signed clearly indicate, you represented to us you were not buying the ******** membership for investment purposes but for your own personal use and enjoyment. If you have any questions, please call **************** We would like nothing more than to provide you with quality vacations for many years to come. Rember vacations matter. Thank you.

  Customer response

  09/30/2024

   
  Complaint: 22330078
  
  I am rejecting this response because: I do not agree with their decision.
  
  Sincerely,
  
  ****** *******

  Business response

  09/30/2024

  We regret to inform you that we stand by our previous response. Again, you signed the documents that clearly indicate you are not purchasing an interest in real estate but a right to use club membership. We have contacted you several times to remind you of this, to no avail. We would like nothing more than to keep you as a valued member of the Club and provide you with vacations for many years to come. 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. ↩