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:09/23/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 am writing to lodge a complaint against this company regarding a timeshare agreement that has become nothing short of a nightmare. My partner ***** and I were lured into a high-pressure sales presentation that lasted over four hoursfar from the quick meeting we were promised. We felt trapped, and despite repeatedly expressing our hesitation, we were bombarded with drinks and different sales representatives, making it impossible to leave without signing.Since our purchase, we have faced nothing but challenges. We haven't been able to take a single vacation, and the maintenance fees are adding stress to an already difficult situation, especially given my recent health issues. We sought help from ********* and directly from the ********* company, but our attempts have been met with silence and a pile of past-due statements.We are utterly frustrated with the lack of support and the unreasonable demands placed on us. We just want to cancel this timeshare agreement and move forward with our lives without this financial burden weighing us down. I urge others facing a similar situation to beware; this company's tactics have left us feeling trapped and disrespected. We need them to take us seriously and resolve this to prevent any further damage to our livelihoods.

  Business Response

  Date: 10/08/2024

  Greetings,

  
  In further review, the resort reached a resolution to the complaint.The resort is allowing to cancel your membership.Please see attached Voluntary Surrender documents- fee waived. Please complete the documents and mail the original signed and notarized documents to the address indicated on the forms.  Thank you. 

   

  Customer Answer

  Date: 10/11/2024

  Were ready to proceed with the cancellation of this agreement and were happy to surrender it back to their association as soon as possible. Before we do this, we want to confirm that if we follow their instructions to sign and return the documents to them, this means that we will not owe ANY money to them and there are no costs associated with this cancellation. Once they confirm this, we will do our part of completing the paperwork and we can consider this resolved.
  
  

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22324271
  
  I am rejecting this response because:

  Were ready to proceed with the cancellation of this agreement and were happy to surrender it back to their association as soon as possible. Before we do this, we want to confirm that if we follow their instructions to sign and return the documents to them, this means that we will not owe ANY money to them and there are no costs associated with this cancellation. Once they confirm this, we will do our part of completing the paperwork and we can consider this resolved.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 10/15/2024

  Greetings,

  Once we receive the original copies of the signed and notarized documents, we will send it to ******************** to process cancellation, and you will be receiving an email confirmation. Thank you
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22324271
  
  I am rejecting this response because:

  I appreciate your response and thanks for confirming that once we complete this paperwork and return it, we will have done our part to execute the cancellation of our agreement with your company. Our previous question still wasnt answered and we need further clarification on this. Please confirm for us that we do not have any additional fees or payments that need to be made to your company if we sign and return this agreement to cancel our contract. We would like it to be made clear that the only thing we have left to do is sign and return this paperwork, and nothing further. Once you confirm this, we will proceed. Thank you
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 10/17/2024

  Yes once the cancellation is completed, there will be no further membership financial obligation. Thank you

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22324271
  
  I am rejecting this response because:

  Thank you again for your response, that is very reassuring. We just want to confirm this one more time to be sure we understand the terms of this cancellation as clearly as possible so we can move forward - In order to complete the surrender process of our ownership, we are not required to make any additional payments to your company. All we have to do is follow your companys instructions to sign and return these documents, and then this timeshare will no longer be in our names. Is this correct?
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 10/22/2024

  Greetings,

  That is correct. The fees are waived but you need to mail the original copies of the signed and notarized voluntary surrender in order for us to proceed further with the cancellation of your membership. Once completed we will send you a cancellation confirmation. Thank you 
  

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 were enticed at the airport with tickets to a show. We went to Puerto Vallarta for a quick 2 day trip to celebrate my 30th birthday. My dad was battling cancer at the time and we could only be gone for a short period of time which I made them aware of. We were promised a quick presentation that would only last an hour which turned into 7 hours. During the presentation, we were given a bottle of champagne as it was my birthday. I did not even have a physical copy of my Photo ID on me as I had left it in the hotel that we were staying at. They said theyd take an emailed photo copy of my passport instead which I should have taken as the first red flag. I don't believe alcohol should be allowed during presentations as it hinders decision making. I even requested time to think about it, to which they replied that the offer was only valid for that day. We were sold a membership to their exclusive resort with all the amenities which in fact ended up being a time share trap that I am unable to use.I have tried multiple times, but have yet been successful in using the timeshare as what I was explained to us at the presentation does not match what we signed up for. The sales team prayed on my situation to make a sale. Even the call representatives would provide with conflicting information on what we actually signed up for. I have reached out to Tafers representative ******** ******? and explained my situation in detail in which she responded that the timeshare needed to be paid in full in order to cancel. I do not believe nor feel comfortable in keeping business with Tafer/ Villa group. Not only would I like to terminate my business with Tafer/ Villa group, I would also like to encourage better sales practices from the sales team.

  Business Response

  Date: 09/10/2024

  Greetings,

  Unfortunately, the member holds a biennial membership with several limitations concerning reservations and unit types. She was informed that her membership does not permit reservations during peak seasons, and the necessary documents were provided to her at the time of purchase. Despite signing the contract and having ample time to review it, she did not familiarize herself with the terms of her membership. Consequently, her cancellation request was denied.
  
  *********
  
  
  
  ******** ******
  *************** assistant
  Tafer Resorts
  
  PH ******************  ext. 2202
  ***/CAN **************************
  **********************************************************************************      
  *******************************************
  ****. a *******************. 7.5 Puerto Vallarta, Jalisco      

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22258795
  
  I am rejecting this response because:

  I did not speak with Ms. ****** regarding making off season reservations.
  
  
  My concerns were regarding the companies sales practices. Alcohol should never be allowed during a sales presentation. As her response to my email, I understand that Ms. ****** was not there during the sales presentation and I was not forced to drink by any means but allowing alcohol during a sales presentation is unethical. Allowing this type of practice - enticing patrons on vacation can cause many to be in the same situation that I am in. Secondly, I explained to Ms. ****** that I was mislead by her sales team to thinking I was being sold a membership which I can avail to take my family on vacation, when in fact, I was sold a timeshare that I cant even use. Ms. ****** responded to me promptly and advised that I had 5 days to cancel which was not shared with me during the presentation. I also shared with Ms. ****** that even the reservation team had given me misleading and conflicting information at different times that I have called.   I have already paid almost $8000 to a timeshare that I am unable to use and would like to terminate business with a company that I dont feel comfortable trusting. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/18/2024

  Greetings,

  Please see resort's response attached. Thank you for your patience.
  

   

  Business Response

  Date: 09/18/2024

  Greetings,

  As mentioned, the resort reached a mutual resolution to the complaint. They are allowing membership cancellation but there will be no refund. Please see attached Voluntary Surrender forms for members to complete and mail back to us. Thank you
  

  Customer Answer

  Date: 10/01/2024

  Voluntary Surrender forms have been sent via certified mail last week. I am awaiting confirmation from Tafer that time share has been successfully cancelled before closing out complaint. 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22258795
  
  I am rejecting this response because: Voluntary Surrender forms have been sent via certified mail last week. I am awaiting confirmation from Tafer that time share has been successfully cancelled before closing out complaint. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/02/2024

  Greetings,

  To date, we have not received the original copies of the signed and notarized voluntary surrender forms to proceed with the membership cancellation. Please provide the tracking number so we can review and locate the said documents. Thank you
  

   

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22258795
  
  I am rejecting this response because:

  It looks like mail was not delivered until date below. Would like to wait for confirmation of termination prior to moving forward. 

  Tracking # 9589071052700301273001

  Latest Update
  Your item was delivered to an individual at the address at 12:38 pm on October 4, 2024 in ********************
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/14/2024

  Please be advised that we received the signed and notarized voluntary surrender forms on 10/07/2024. The account now is cancelled and an email confirmation was sent 10/11/2024. Thank you

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22258795
  
  I am rejecting this response because:
  

  Hello, 

  Please send a formal letter of cancellation via email and attach copy of letter to BBB.

   

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

  Business Response

  Date: 10/16/2024

  10/14/2024
  
  ***** ******* ********-***** and ***** **** Araceli *******
  *****************************************************************
  
  Re: Account Cancellation #:  34-12758  , Contract #: TG003017
  
  
  Dear Member(s),
  
  This account has been cancelled per Voluntary Surrender Notice. We will maintain a file on record if questions arise regarding the account in the future; however, our organization will not pursue any legal recourse or further financial obligation per contract guidelines.
  
  Sincerely,
  
  Member Services Administration
  ***********************
  ****************************************************************************

  Customer Answer

  Date: 10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/21/2024

  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.

  Wife seriously injured at hotel in ******. Claim letter sent with no response.

  Business Response

  Date: 08/27/2024

  Greetings,

  Please be advised that the account is under review. We will send you an update with the new information gathered. Thank you
  

   

   

  Business Response

  Date: 09/12/2024

  To whom it may concern

  In regards to BBB Serving ***************, Consumer Complaint #********, per the records of the incident that member is addressing,the company would like to clarify that member fell walking outside of a marked path when walking around a box, after moving the chairs, treatment by on-site doctors was immediately provided and no emergency injury was detected therefore, member wasnt sent to hospital.
  At departure to airport a complimentary transportation was provided and no other record of injures as outlined have been further informed.
  We ask our member to provide further feedback on current situation in order to understand members claim.
  
  Best Regards,
  
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

  Customer Answer

  Date: 09/25/2024

  They never contacted me. They never provided any infromatiomn

  Business Response

  Date: 10/24/2024

  
  To whom it may concern

  In regards to BBB Serving ***************, Consumer Complaint #********,can the customer please provide more detail, based in our records a follow up was done at the development directly with member, on-site doctors attention was immediately provided and transportation given to member back to the airport. As mentioned in our previous response, no other record of injures have been further informed.
  We appreciate members feedback on the matter in order to provide further detail.
  
  Best Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

  Customer Answer

  Date: 11/08/2024

  I wrote to them and finally heard from an insurance company.  Matter pending.

• Initial Complaint

  Date:08/20/2024

  Type:Product 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 put down a $199 deposit for a trip with the Villa vacation group, through an agency they use called "Amazing Mexico". In March of 2024, I booked a trip and was told that I should pay the full price, but that my $199 deposit would be refunded to me in one week's time. I continued to reach out to the company for several months following, and was continually told that I'd be receiving my money "in 7-10 business days" or "after we've finished moving offices" but I never received my money.

  Business Response

  Date: 08/20/2024

  Greetings,

  Please be advised that the contact information you've given does not match our records. Kindly provide us with your account number or contract number so we can further assist you. Thank you

  Customer Answer

  Date: 08/20/2024

  I believe this is what they are asking for?

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22165064
  
  I am rejecting this response because:

  This wasn't a resolution, just a request for more information, which I have attached *******************************************************

  Business Response

  Date: 09/04/2024

  Greetings,

  Please be advise that this information was submitted to the resort and the complaint is under review. We will update you of any new information received. Thank you
  

  Business Response

  Date: 09/04/2024

  *************************************** is not a member of The Villa Group.  According to the attached documents they booked a trip through a third party to travel to Puerto Vallarta for timeshare presentation on may 27th 2024, reservation was to stay at Hotel Friendly; she mentioned on her complaint that the company Amazing Mexico where she booked should have been the ones who refund her. Thank you
   
  

   

   

  Customer Answer

  Date: 09/04/2024

  Hello, this company (Amazing Mexico) also refers to itself as "Tafer Resorts" which is listed numerous times on the receipt I supplied.

  In the attached document, you will see in bold "THIS HOTEL STAY HAS BEEN SUBSIDIZED BY ***** ****** RESORTS" (which is an alternative name listed under Villa group). Additionally, the email comes from ******* ********* at Tafer Resorts. Tafer Resorts is another alternative name for Villa Group listed on the Villa Group BBB page. These are the same companies. 

   

  Gabriella

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22165064
  
  I am rejecting this response because:

  The trip I took was part of a promotion from Tafer Resorts/***** ******. ************** is simply being contracted by these companies, which are part of the Villa Group. All of these companies are the Villa Group (you can see that ***** ****** Resorts and Tafer Resorts are listed as alternative business names on the Villa Group BBB home page).

  I ************************************************************

  Business Response

  Date: 09/17/2024

  Please be advised that they are not with The Villa Group membership. According to the attached documents they booked a trip through a third party to travel to Puerto Vallarta for timeshare presentation on may 27th 2024, reservation was to stay at Hotel Friendly; she mentioned on her complaint that the company Amazing Mexico where she booked should have been the ones who refund her.Thank you

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22165064
  
  I am rejecting this response because:

  the documents I provided clearly show that the business I was working with is Tafer resorts who are simply using a 3rd party to book their trips. One is not required to be a member to do business with this **********************************************************

  Business Response

  Date: 10/18/2024

  Greetings,

  
  The refund has been processed and the consumer has been contacted and is aware of the reimbursement. Thank you. 
  
  
  Best Regards

  
  **** ********

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22165064
  
  I am rejecting this response because:

  Hello, the company reached out to me via Whatsapp on Wednesday, October 16th indicating that I would receive my refund. However, as of today, Friday, October 25th, I have not yet received any refund. My last interaction was on Wednesday, october 23rd when I wrote to them indicating that the money hadn't been received. There was no ********************************************************

  Business Response

  Date: 11/01/2024

  Good morning,

   

  Unfortunately, this is one of the refunds that the bank keeps rejecting, we are not able to see the reason why, but we did advise that this refund had to be processed by other means. We need to know what other form of payment can we release the refund to. Can we send a check instead?  Please advise ****. Thank you.

   

  The credit card is expired, we also tried the refund with the new expiration date, the bank still rejects it. Thank you.

   

   

  Best Regards,

   

  ******* ******

  

  Business *********************** (formerly known as MSA) Supervisor

   

  ************

   Ext 71906

   

  *****************

  *******************

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22165064
  
  I am rejecting this response ******************************************************

  Business Response

  Date: 11/01/2024

  Greetings, 
  
  Unfortunately,this is one of the refunds that the bank keeps rejecting, we are not able to see the reason why, but we did advise that this refund had to be processed by other means. We need to know what other form of payment can we release the refund to. Can we send a check instead?  Please advise ****. Thank you.
  
  The credit card is expired, we also tried the refund with the new expiration date,the bank still rejects it. Thank you.
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22165064
  
  I am rejecting this response because:
  On November 1st I provided my bank account information for a transfer, as I was told my credit card wasnt working. As of today, November 12, I have not received any **************************************************

  Business Response

  Date: 11/12/2024

  As mentioned on the previous BBB response, The credit card is expired, we also tried the refund with the new expiration date,the bank still rejects it. Do you want us to send you a check instead?  Thank you. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22165064
  
  I am rejecting this response because:

  Yes, I think you misunderstood my last message. After the credit card route was "rejected", ***** from Amazing Mexico requested my bank account (not credit card) information (routing number, account number, etc.) This was on November 1st. I have not yet received a deposit into my bank account. As far as I know there is no issue with this route. However, I would be happy with a cheque or money in any *******************************************************

  Business Response

  Date: 11/21/2024

  Hello everyone,
  
  Attached is the bank transfer receipt made yesterday.
  
  Our controller mentioned that the bank transfer should be reflected today.
  
  Best regards.
  
  ***** ******

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22165064
  
  I am rejecting this response because:
  hello, as of today, November 26, I have still not received any deposit. I spoke with a representative at the bank, who said that the paper you sent me was not, in fact, a transaction receipt. She said shed be happy to do a 3-way phone call to explain how to do a transferbut at this point Id prefer a paper check (which Ive asked for from ***** several times, as they are not good at ***************************************************************************

  Business Response

  Date: 12/03/2024

  Greetings,

  Our controller ******* ********, has confirmed the transfer, he will be sending proof of it today, so we can answer the BBB.
  
  ***** ****** our GDL Ops Director will keep us posted and the team will contact client for update.
  
  Thank you for all your support
  
  Best
  ****

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 stayed at Villa ******** July 27, 2024, through August 1, 2024. The reservation confirmation was #1AF0BBE unit description said the master bedroom features a king size bed, while the second bedroom features two queen-sized beds. To my surprise that was not the case. Both bedrooms had king beds, therefore my daughter had to sleep in the ****** bed in the living room. The A/C was not working properly, and I went to talk to the front desk manager, and he said he would send maintenance and never did maintenance show up until it poured on my daughter. The front desk manager also said that was not their problem regarding the bed situation and that was the people in *********'s fault. My daughter ******************************* was woken up by a faulty A/C unit that poured onto her face while sleeping. The mattress had to be changed two times because it was soaked. This was such a poor level of customer service, and all this could have been avoided had they checked the A/C the first night I was there and complained. I had to track the manager down to finally talk to someone that somewhat cared. By then we were leaving the next morning and all he offered was a late check out (which we did not need). He asked what he could do, and I told him we had soaked clothing that she was wearing and the one on the floor was also wet. He had it cleaned for us and comped us a meal with a limited menu. We knew we had a problem from day one when we were sweating inside the room with all the doors closed properly. I also have a video of the A/C unit leak onto the ****** bed in the living room and the mattress soaked.

  Business Response

  Date: 08/22/2024

  Greetings,

  Please be advised that the account is under review and we will update you of any information gathered. Thank you
  

   

  Business Response

  Date: 08/23/2024

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the inconvenience that member experienced was unfortunate,however, General manager as member states, personally spoke with member and offered laundry service free of charge along with a paid dinner since member had no all-inclusive included on their reservation.
  In addition, point chart clearly states that unit layouts will vary.
  Member has traveled since 2011 using the membership advantages and was compensated for the inconvenience experience this time, in good faith since no signed disclaimer was requested.
  
  Best regards,
  
  
  
  ******************************
  Member Services Director
  PH 624 145-7000
  EXT 653
  ****************************************************
  villagroupresorts.com
  TOLL FREE ***************

  Business Response

  Date: 08/23/2024

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the inconvenience that member experienced was unfortunate,however, General manager as member states, personally spoke with member and offered laundry service free of charge along with a paid dinner since member had no all-inclusive included on their reservation.
  In addition, point chart clearly states that unit layouts will vary.
  Member has traveled since 2011 using the membership advantages and was compensated for the inconvenience experience this time, in good faith since no signed disclaimer was requested.
  
  Best regards,
  
  
  
  ******************************
  Member Services Director
  PH 624 145-7000
  EXT 653
  ****************************************************
  villagroupresorts.com
  TOLL FREE ***************

  Customer Answer

  Date: 08/26/2024

   
  Better Business Bureau:
  
  Yes, the manager did comp us dinner and laundry but that was not until I tracked him down and asked for it.  He only offered a late check out.

  Also, the meal was limited (not everything on the menu was available to us) so why did they hand us a full menu?  It was like a sorry not sorry, which is why I proceeded to file a complaint.    

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/29/2024

  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.

  So disappointed. On June 15th, 2024, Tafer stole my money by taking an extra payment even after they were NOT authorized to do so. I want a cancellation.These sales people misled me into thinking this was a great deal. YUCK. I have tried to cancel several times and gotten nowhere. I have had to make the difficult decision to stop paying because this company does not deserve my money and the will not voluntarily rectify the situation.But lo and behold...even AFTER I stopped my automatic payments, Tafer was able to steal more money from me by taking ANOTHER payment. They operate more like the mafia then a timeshare.Very bad people.

  Business Response

  Date: 08/07/2024

  Greetings,

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

   

  Business Response

  Date: 08/07/2024

  Greetings,

  *********** entered into a contract in November 2021, at which time she also activated her membership and confirmed the purchase. While we understand that she expressed a desire to cancel shortly thereafter, its important to note that the rescission period, during which cancellations can be made, had already expired by that time.
  Unfortunately,because the rescission period has passed, the membership cannot be canceled at this stage. As per the terms and conditions of the contract, the loan associated with the membership must be paid in full in order to close the account. The recent payment was made using a card ************ had previously provided, and this is in line with the agreed-upon terms allowing us to process payments to cover overdue balances.
  We recognize that this situation may be frustrating, but the contractual obligations must be upheld. To avoid further complications, including the potential involvement of collections, we kindly ask that any outstanding payments be remitted as per the contract.

  Customer Answer

  Date: 08/21/2024

  I didn't think I needed to respond because the business said they would review the complaint. I haven't heard anything since that complaint from the BBB. It has not been resolved. I don't see any other response from the business. I do not want this case closed.

   

  Heather  ****

  Business Response

  Date: 08/23/2024

  To whom it may concern

  In regards to BBB Serving ***************, Consumer Complaint #********, as mentioned before, while we understand that member expressed a desire to cancel shortly thereafter, the rescission period, during which cancellations can be made, had already expired by that time.
  Cancellation policy was explained to member.
  The contractual obligations must be upheld. To avoid further complications,including the potential involvement of collections, we again kindly ask member that any outstanding payments be remitted as per the contract.
  
  Best regards,
  
  
  
  
  ******************************
  Member Services Director
  PH 624 145-7000
  EXT 653
  ****************************************************
  villagroupresorts.com
  TOLL FREE ***************

• Initial Complaint

  Date:07/24/2024

  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.

  We paid $375 to upgrade our stay to a premium package and when we arrived, staff had no evidence of an upgrade at check in. Was given 3 different numbers to call with no help from staff. Finally spoke to someone who stated we never said that but will not provide a copy of the recording where it was stated.

  Business Response

  Date: 08/07/2024

  Greetings,

  Please be advised that this account is under review and we will update you of any new information received. Thank you
  

   

  Customer Answer

  Date: 08/08/2024

   
  Complaint: ********

  waiting for the matter to be reviewed at this time from other party
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2024

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the company apologizes for any confusion member might have, member was promised a resort credit of $379.80 usd should member pay their membership in full by August 21st, 2024.
  Such resort credit can be used once this takes place.
  At this time member has not paid their membership in full, therefore the benefit cant be used.
  If member is referring to a different benefit, the company is happy to provide further feedback, please have member contact **************************************** directly.
  
  Saludos,
  
  
  
  
  ******************************
  Member Services Director
  PH 624 145-7000
  EXT 653
  ****************************************
  villagroupresorts.com
  TOLL FREE ***************

• Initial Complaint

  Date:07/22/2024

  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.

  On September 1, "The Villa Group" invited ***** and me on an all-inclusive 4-day, 3-night stay in *********** for $175, provided we attended a 2-hour presentation. We upgraded to an ocean view room for $250. Upon arrival, the room's ocean view was limited, and there was significant walking to get to the room. Thanksgiving was enjoyable, but the 8:00 am presentation the next day was too early. We met sales reps ******* and ********* who showed us around. The initial price for their offer was $26,000, which was out of our budget. They brought in a manager who offered increasing perks, eventually proposing we trade in our RCI timeshare and pay $10,000 with a down payment of $2,500. They promised a reduced maintenance fee and potential rental income. Despite not having eaten, they pressured us to make a decision, even arranging breakfast on the balcony. They insisted on doing a credit check, but we only had a debit card due to ***** losing her purse. They then required us to pay full resort fees of $1,500. They offered to help with an interval credit card for the down payment and extended our stay by two days at a good rate. After nearly 4 hours of presentations, we signed the contract with the option to cancel later. However, the cancellation policy was unclear, and I had to read it myself later. When I decided to cancel, ****** made me feel guilty, and they said we'd have to pay full fees. I regret not canceling immediately and am now worried about losing my RCI timeshare. The experience in **** was devastating for ***** and me. She wants to break up, and I'm overwhelmed by what we got into. I want nothing more to do with this timeshare or any other at this point in my life.

  Business Response

  Date: 07/24/2024

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********. Members account is cancelled.
  Member charged backed back in 20/12/2023 and  charge back was accepted.
  Member has no contractual obligation with the company and vice versa in addition any agreement made at the time is no longer valid.
  
  Best **************************************************************** Services Director
  PH 624 145-7000
  EXT 653
  ****************************************************
  villagroupresorts.com
  TOLL FREE ***************

• Initial Complaint

  Date:07/12/2024

  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.

  Not that Tafer/The Villa Group cares, but I have been experiencing significant health issues that necessitated four major surgeries (one left knee replacement and three back surgeries). Due to my medical condition, I had to take a medical leave of absence from my job, which has severely impacted our financial stability. I am currently on an indefinite rehabilitation program that requires weekly physical therapy sessions and ongoing physician visits.From the onset of my medical leave until November 2023, I was on short-term and then long-term disability, which only provided 50% of my salary. Although I have since returned to work, any necessary days off for medical appointments are unpaid because my sick leave was exhausted during my medical leave.We have made numerous attempts to communicate our situation to Tafer Resorts, seeking a compassionate resolution, but have only received repeated unhelpful, threatening letters. We need real solutions.

  Business Response

  Date: 07/23/2024

  Greetings,

  
  Please be advised that resort have reached a mutual resolution to the complaint. The resort is allowing cancellation but there will be no refund.Attached is the Voluntary Surrender documents for member to complete and submit. Thank you

• Initial Complaint

  Date:07/12/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 are extremely frustrated with this company and the way they have handled our request to cancel our timeshare ownership with them. When we initially signed up, we were misled and pressured into this purchase. We were ASSURED it was a good investment and that we could rent it out. So much so, that they spent multiple hours trying to convince us of this! However, no one mentioned anything about the safety of the area, which turned out to be quite dangerous. Additionally, we've never been able to use the resort meaning we have not benefitted from this in the slightest.Despite our adamant refusal to sign, we were continually pressured and coaxed with "better deals." What was supposed to be a one-hour presentation dragged on for five grueling hours, ending only when we reluctantly gave in.Over a month ago, we spoke with a representative named ***. She denied our cancellation request, stating that we had to be paid in full to cancel the contract. This is incredibly unreasonable, given our explained circumstances. *** promised that a supervisor would reach out to us, but we have heard nothing since. The silence is unacceptable and speaks volumes about this companys professionalism.We are requesting immediate action from them to resolve our situation. It's clear that their actions are unprofessional, unreasonable, and frankly, unethical. We demand that someone address our cancellation urgently.

  Business Response

  Date: 07/23/2024

  Greetings,
  Please be advised that resort have reached a mutual resolution to the complaint. The resort is allowing cancellation but there will be no refund.Attached is the Voluntary Surrender documents for member to complete and submit. Thank you

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have signed and notarized the documents needed to voluntarily surrender my membership.
  
  Sincerely,
  
  *************************