Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi I cancelled booking ID ********** on 12/26/24 and as of 1/25/25, I have not received a refund for the deposit of $3,456. On my original reservation, it was stated I had until 12/29/24 to cancel for free. When I cancelled over the phone on 12/26/24, I was told I could expect a refund within 3 weeks. I am requesting a full refund of the deposit amount as this reservation was cancelled inside of the free cancellation window.

  Business response

  01/27/2025

  Greetings,

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

   

  Customer response

  01/27/2025

   
  Complaint: 22856932
  
  Hi providing a screenshot of my tafer rewards account. The booking id is **********. 
  
  Sincerely,
  
  ***** *******

  Customer response

  01/31/2025

  The refund has been processed. You can close this complaint. Thank you 

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were staying at the *************************************** when we encountered a booth advertising dolphin tours. The representative convinced us that attending a city presentation was all that was needed to secure this tour, and we were led to believe it would be a simple and enjoyable process.Unfortunately, that was far from the reality. We ended up spending over four hours with several individuals at the resort, including ****** ***** and **** *****. Despite our growing unease, we were pressured to stay and listen. I had a bad feeling when the presentation started, but we felt trapped, especially as they provided breakfast and alcohol throughout the process to keep us there. By the time the signing came around we were quite tipsy and were not really all there to sign a contract of this ************* our dismay, the information provided during the presentation was not only inaccurate but deeply misleading. We were shocked to discover an additional $3,000 charge applied to our credit card while signing the paperwork. This unexpected expense is causing significant strain on my finances and adversely affecting my credit. We were never informed of the actual cost, and this lack of transparency has left us feeling betrayed.What has been even more distressing is the unethical approach taken during the presentation. The aggressive sales tactics used felt manipulative, and we were led to believe that we could sell the timeshare after a year, which my subsequent research indicates was not truthful.I am deeply troubled by this experience and the impact it has had on us both financially and emotionally. I urgently request that you address these issues with the seriousness they deserve and provide a resolution.

  Business response

  01/02/2025

  Greetings,

  Please see resort's BBB response attached. Thank you
  

  Customer response

  01/07/2025

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

  
  Im writing back in response to the letter about our complaint under Consumer Complaint #********. I appreciate you explaining your side of things, but honestly, Im still pretty frustrated with how things have gone.

  
  Misleading Sales Tactics and the Presentation

  
  I get that your team probably means well, but the whole sales process was way different than what we were led to believe. The booth told us we only needed to attend a city presentation to get a dolphin tour, but that was far from what actually happened. We ended up stuck in a 4-hour long sales pitch, and no matter how much we said we wanted to leave, we were kept there. Breakfast and alcohol were provided to keep us around, and it felt like we couldnt leave even though we were uncomfortable.

  
  The information we were given during the presentation was also off. We were told we could sell the timeshare after just one year, but I later found out that wasnt true at all. It just felt like we were being sold something that wasnt what it seemed, and that wasnt okay.

  
  Unexpected Charge and Lack of Transparency
  About that unexpected chargeno one told us about the $3,000 charge that was put on our credit card. We signed the papers, sure, but there was no clear explanation about what that charge was for or why it was happening. We were misled into thinking the costs would be much lower, and now its putting a serious strain on my finances.
  I understand you say we agreed to the ******** credit card, but the truth is, we didnt fully get what we were agreeing to. The charge just appeared without warning, and its been a huge problem.

  
  Alcohol During the Presentation
  I see your point about offering drinks responsibly, but honestly, the alcohol served during the presentation didnt feel like a choice. It seemed like part of the whole strategy to keep us there and keep us listening. It just wasnt a good experience, and it made us feel even more uncomfortable with the whole situation.

  
  Cancellation Request and Refund Policy
  Regarding the cancellation and refund, I understand your policy about paying in full to cancel, but under these circumstances, it feels unfair. We were misled about costs and the timeshare itself, and I dont think its right to hold us to the contract with everything thats happened. We feel trapped, and it seems like our concerns arent being taken seriously.

  
  Health Issues and Documentation
  I want to clear something upat no point in my emails did I mention anything about medical issues or send any medical documentation. Thats not something Ive ever said. I believe theres been a misunderstanding on your end. Please let me know if you need clarification or further information about the situation.

  
  Overall, Im just really disappointed with how things went down. We were misled in the presentation, the charge was sprung on us without proper explanation, and the whole experience has left us feeling betrayed. I hope you can understand where were coming from and help us get this resolved fairly.

  
  Looking forward to hearing back from you soon.

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

  Business response

  01/23/2025

  Greetings,

  Please see attached resort's BBB response including the Voluntary Surrender forms that member need to complete and submit. Thank you
  

  Business response

  01/23/2025

  Attached is Voluntary Surrender docs no fee. Thank you

• Initial Complaint

  12/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My timeshare contract expires 12/31/2024. I had a week from 2023 I was not able to use, and The Villa Group is not allowing me to use my banked week in 2025. I paid the maintenance fees for 2023, as well as the fee to bank the week, so there is no reason I should not be allowed to use this week. Banking is an option so a week can be used at a later date, yet The Villa Group will not honor this week after the contract expires. Yet, the contract does not state anything about not being able to use a bank week after a contract expires. I am seeking for The Villa Group to either allow me to use the banked week for use in 2025, or provide me a refund for the maintenance fees I paid in 2023.

  Business response

  01/02/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, Please note that all accounts are automatically cancelled within the system once they expire. Guidelines and benefits are only applicable during an active membership. In this case, the member is requesting to use their remaining time after their contract has expired. The company is unable to accommodate this request, as member was also previously informed.
  
  Best Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

• Initial Complaint

  11/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Membership upgrade On September 14, 2024 and after a seven hour high-pressure sales Upgrade of a current membership that we had at the Villa Group resort in Puerto Vallarta.-$19,000 down payment put on credit cards.-we currently own two weeks of a membership and we pressured into upgrading for one more week. Told that our $.31 per point was going to double unless we signed today. Even though we didnt need another week, they were telling us that we could sell our week and that they would help us. At no time or we ever told that we could cancel if we changed our mind .We explicitly told them upon seating in the restaurant, that we cant afford an upgrade. The sales *** kept us in his office for 7 hours. This upgrade would pay for the other two maintenance fees. We felt coerced into signing.We were so upset the next day we wanted to cancel but didnt know we could.-we found out after we received an activation call, five days later, that within a five day time period we could have cancelled. We were never told, nor we ever asked to initial this information. We had to initial all sorts of special Options but not cancellation. -We have been contacting ***** ******* for over a month and a half, she has been less than helpful and pretty much non-communicative despite many emails and phone calls. This business has not tried to resolve my problem. They just keep telling me we missed the deadline.-We were merely requesting that two days after their supposed five day timeframe, that we could cancel. We want our $19,000 plus the $780.00 for money they took out for a loan payment back and to cancel any further maintenance fees. We were never informed of our right to cancel.-1. We want to know why is the five day cancellation period is not explicitly disclosed to members during the signing process?2. Considering the oversight we would like them to give us the exception to be made for individuals like myself who were not informed of the cancellation rights..

  Business response

  11/25/2024

  Greetings,

   

  We have reached out in order to resolve this complaint. The consumer has a contractual obligation due under the terms and conditions of the contract in which they executed. They upgraded on Sep 23, 2024. then went through an account activation process and confirmed the purchase which occurred days later around Oct 2nd.
  due to the cancellation period has passed the company is committed to give the member the points with respect to what the member has paid to the principal, the member would no longer make loan payments, but would not be reimbursed the payments made by the member
  
  
  Saludos
  
  ***** *******
  Member Services Director
  M | ****************************************************************    P | **************** Ext. 5555

  Customer response

  12/06/2024

   
  Complaint: 22582836
  
  I am rejecting this response because:
  Our complaint simply stems from the lack of transparency and non-disclosure of the  Villa Groups cancellation policy during our meeting on September 14, 2024. As well as the fact that we were LURED into a sales meeting without disclosing to us that if we attend , (UPGRADE) and dont spend thousands of dollars, we will lose our price point freeze.  Had that been explained to us, we would absolutely have declined attending. - Negligence. 
  
  
  While in the meeting, despite explicitly stating (multiple times) our inability to afford an upgrade, we were presented with an ultimatum: upgrade immediately or face a price increase (double)from our price freeze of $0.31 per point. At no time were we informed about the cancellation policy/ timeframe during the meeting. We believe this is unacceptable and negligent. Had we known, we would have exercised this option, given our immediate regret and distress about the purchase. 
  We trusted that the Villa Group had our best interest at heart. We are told constantly that we are valued members and are like family. Now this incident has left us in financial hardship and soured our perception of The Villa Group.
  And in the end, sadly its all about the money.
  Please refer to the document submitted, membership disclosure statement: We had to initial 15 items of interest. All for the benefit of the Villa Group.  At no time, as you can see, was it mentioned a buyers recourse clause. We were never told we could cancel within any sort of timeframe.  

  Dragging members into a meeting, which we were under the impression it was a welcome members meeting to inform us about member info, but by attending, apparently this meant give them thousands of dollars to upgrade, or forfeit the price freeze we had.  If we had been informed of our right to not attend, we most certainly would not have gone. We did not need, or want more points and certainly could not afford them at this time in our lives.  

  The Villa Group has offered to retain our money and give us points in lieu of money, but that doesnt help us. They  have offered to upgrade our points to 3831 points by using our deposit, but this again is not what we want, need or can afford. This means again, that we have a higher maintenance fee.  Their offer to increase our points value by 930 points for a whopping $13,650.00 when our points only cost us $0.31 per point- doesnt add up. 
  
  
  We respectfully decline the offer for them to keep our deposit of $13,650.00 USD.  ( $19,120.92 CAD) So its a lot of money.  We do not want or need more points. We merely want the cancellation of the upgrade, which it sounds like they have offered to do but keep our depost.  That isnt fair to us and we require the deposit back.  We also would ask for the $769.85 CAD for the loan payment charged to my credit card on November 1, 2024, added to the refund. 
  

  The Villa Groups practices/tactics of pulling people unknowingly into sales meetings which is unfair and just plain deceitful. And when someone states they cannot afford an upgrade, their sales people need to listen and not threaten to double the members prices on their points just because they came into that meeting unknowingly. We were told, unequivocally : since you attended this meeting, and now have declined the upgrade, we are going to double your points, is absolutely reprehensible! They must absolutely ensure they let members know that there is a cancellation timeframe. We believe that the Villa Group has not upheld the standards of transparency and fairness that one would expect from a business such as theirs.

  We are merely asking for the cancellation of everything we signed on September 14, 2024 and return of all the money that was put down for the deposit and payment. 
  Sincerely,
  I have tried to submit the Membership disclosure statement but it wont add to this file. May i send it another way? 
  ******* ****** and ****** ********

  Customer response

  12/08/2024

  Good afternoon,

  Thank you again for allowing me to add some information to our complaint.  Please find the attached file which is the copy of the Membership Disclosure Statement.  The 15 initialled items.  Unfortunately nowhere in any document, does it state that we have a timeframe to cancel.

  May we also add in the following information which was not added, our apologies.  

  When we arrived home from our week in ****** at the Villa Del Palmar, we were still very upset and stressed that we had been talked into an upgrade. We did take to the "activation call" as we were told we had to take it.  During this call and after there was a lot of stress.  The day or so after that call, as I, *******, was so very stressed about our credit card balance that ****** decided to just called the main Resortcom phone number to ask if there was ANY way we could speak to someone about cancelling our ungrade?  

  It was only at that time, we were informed that we did have the option to cancel within a certain timeframe. She asked us "were you not told about this cancellation policy?"  It was then that we became extremely upset that we were not informed of our right to cancel and due to that fact, we missed that timeframe by only 2 days.   

  This is the reason we are so frustrated by this companies tactics. We were very angry after we left that meeting on Sept 14, 2024, as felt pressured into buying and the sales guys wouldn't take no for an answer. We were in that office for 6 hours.  We are disappointed in ourselves because basically the only way we felt able to leave would be to get angry at the two men.  That isn't something that we would ever feel comfortable doing.  

  The very next morning, we were in the pool and were speaking to another couple who had the same experience, with the same sales people, and they got mad and walked out.We felt that we too, should have done that.  We regret so much that we didn't do that  also.  It it is now almost 3 months of being stressed. It took a month of trying to reach out to *****, as we were told she was the only person we could speak to about the cancellation of the upgrade and a refund of our $19,000.00. It took 1 month alone just to have a response from that *****. 

  Thank you again for your valuable time.

  Business response

  01/06/2025

  Greetings,

  The upgrade has been cancelled and the refund has been processed. The original contract is the agreement that states the time of cancellation, and the amendment of the upgrade is governed by the original agreement. Kindly close this BBB complaint. Thank you.
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to submit a complaint against Tafer Resorts and ********* regarding their refusal to assist us with issues concerning our account. Despite attempts to seek help, we have been met with the explanation that they are unable to assist us due to an active loan associated with our account. Given our current circumstances, we find this response from Tafer Resorts to be both unfair and unsatisfactory. We believe that there are steps that can be taken to help us resolve the situation, yet Tafer Resorts has bot shown a willingness to come to an amicable solution. We felt pressured into making this purchase by ***** *******. We were promised we wouldnt have to worry about paying maintenance fees until a year after purchase, and that they wouldnt be due until June. We purchased the timeshare in December and were actually billed the fees in January. We were even assured we were not purchasing a timeshare. Its all been lies. We need assistance in mediating this issue, as we feel we have exhausted all avenues directly with the company. We hope the BBB can help us find a fair resolution.

  Business response

  11/25/2024

  Greetings,

  Please see our BBB response attached.
  
  
  Thank you,
  
  *** *******
  Member Services Manager
  Direct ******************
  Mex *****************************
  ********;*****************
  ******************************

  Customer response

  12/09/2024

  *** *******,
  I am writing in response to the issues raised in the letter I received regarding my timeshare membership.

  
  While I appreciate the club's willingness to modify the commencement year of usage, I must inform you that I no longer wish to maintain this membership.From the very beginning of this transaction, I have felt deceived. Assurances were made that what I was purchasing was NOT a timeshare, and I was shown various apartments that could be rented through your points
  system. This led me to believe that booking would be simple and that securing a reservation would not be an issue. However, the reality has proven to be quite different. I was pressured into making this purchase by ***** *******, despite initially declining the offer. I was explicitly assured that I would NOT have to worry about paying maintenance fees until a year after purchase, with payments due annually in June. However,I was unexpectedly billed fees in January, causing significant financial distress. This discrepancy, coupled with the fact that this membership does not align with my family's travel needs,has led me to the decision that it is in my best interest to close my membership. I appreciate your willingness to address the issue related to the maintenance fees, however, I cant justify doing business with a company that has already deceived me.

  
  I kindly request that you void my membership. I also urge you to take this opportunity to retrain ***** ******* on your policies and procedures to ensure that such discrepancies and miscommunication do not occur in the future.

  
  Thank you for your attention to this matter
  Sincerely,
  ******* & ****** *****

  Business response

  12/30/2024

  Greetings,
  

  The documents signed at the time of the purchase agreement clearly specify the payment dates. Additionally, this information is provided during the welcome call to activate the membership.
  Despite all this, the club demonstrated empathy towards the members and offered to modify the first year of their membership usage to ensure their financial situation was not adversely affected. However,they are now presenting a different complaint than the one originally filed with the BBB.
  The members signed a legal and binding contract in which all terms are clearly outlined, as well as a promissory note with full legal validity. Therefore, a cancellation cannot be processed, as the club has not violated any clause of the contract nor failed to deliver the services acquired.
  
  Thank you,
  
  *** *******
  Member Services Manager
  Direct ******************
  Mex *****************************
  ********;*****************
  ******************************

  Customer response

  01/10/2025

   
  Complaint: 22559613
  
  I am rejecting this response because: ***, I appreciate your response, but our concerns remain unresolved and require immediate action. We signed those documents in good faith, trusting that your company's REPRESENTATIVES conveyed accurate and truthful information. Unfortunately, this expectation was not met. While I acknowledge the empathy your company has expressed toward our situation, we are not interested in a modification of the membership. This situation lacked fairness and your company breached our trust. It isunacceptable to hold us hostage to an agreement that was entered under false pretenses. Ask yourself ***, would you accept being lied to? Would you allow a family member to fall victim to such deceit? This experience has left me feeling betrayed. I was repeatedly assured by your representative, ***** *******, that what I was purchasing was NOT even a timeshare. I was led to believe that securing reservations would be easy, seamless, and accommodating to my familys travel needs. Reality has been the opposite. I was pressured into making this purchase despite my initial refusal. I was promised that maintenance fees would not be due until a year after purchase, with payments starting annually in June. However, I was blindsided by a ******* billing, causing unnecessary financial strain and further eroding my trust in your organization. This would have easily been avoided if your representative accurately represented what is in your agreement documents. Your willingness to address the issue with maintenance fees is noted, but it doesnt resolve the entire situation. How can I continue doing business with a company that has already violated my trust? I therefore urge you to void my membership immediately. This situation has already caused significant emotional and financial stress. Please void my membership without further delay. If necessary, please send our account to executive management for review.
  
  Sincerely,
  
  ******* *****

  Business response

  01/29/2025

  Greetings,

  Please see attached resorts 3rd BBB response. Thank you

  Customer response

  02/06/2025

   
  Complaint: 22559613
  
  I am rejecting this response because: 

  *** *******/Management,
  
  I am writing in response to your recent communication regarding concerns about the commencement year of our membership. Your assertion that we "later" raised concerns to terminate is inaccurate. We have been trying to communicate with your company about this issue since at least September before any complaint to the BBB was posted.  Your representatives insisted that because we have a loan on the account, there was nothing they could do to help. Your company refusing to help just because there is money due on the account is absurd, especially when we were LIED to and it was those lies that pressured us to purchase.
  
  During the sales process, we were pressured to make decisions quickly and signed the agreement in good faith, trusting that the information verbally presented to us was accurate and reflected the true terms of the membership.However, it is evident that the representation we received during the presentation does not align with how your company operates. While we acknowledge your offer to adjust the commencement year of the membership, this does not address our concerns, or resolve our issues.
  
  We do not wish to maintain any part of this membership or modify it further. We are disappointed in the way this unfolded and do not have confidence in this relationship. Therefore, we are seeking the full termination of our membership.Please acknowledge that a mistake was made, void our membership, and provide a full refund.  
  
  We are not refusing to cooperate or reach a resolution. Instead, we urge your company to take the honorable course of action by doing what is fair. We were wronged and we are asking you to make it right.  
  
  Sincerely,
  
  ******* *****

  Business response

  02/10/2025

  Greetings,
  
  We have already reviewed this further with the ** and unfortunately, the account will not be canceled; there was no breach of the contract and members have a legal and financial obligation;they refused to accept a solution that accommodate their original concern about first year of use.
  Please be advised that all possible responses have been provided to the members; they requested cancellation outside of legal terms; no cancellation can be processed, if members are not willing to get to an agreement, collection process will continue as legally indicates on the contract.
  
  Thank you.
  
  *** *******
  Member Services Manager
  Direct ******************
  Mex ****************************
  ********;*******************
  ******************************

  Customer response

  02/15/2025

   
  Complaint: 22559613
  
  I am rejecting this response because: Your response is unacceptable as it does not resolve the issues that I have with ownership and the only viable solution is to void/cancel the account.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  11/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing a complaint against The Villa Group/ Tafer Resorts for refusing to assist in canceling my timeshare despite my severe hardships. On September 25, 2024, I contacted ******** ****** at *********, explaining my situation. Initially, she seemed willing to help, but I've received no response since then. My financial situation is dire; I'm supporting my unemployed sister, who earns only $20/hour for part-time work, and we care for our elderly father. The financial burden is overwhelming, and I cannot maintain the timeshare. I request the BBB's help to mediate with The Villa Group/ Tafer Resorts for my release.

  Business response

  11/13/2024

  Greetings,

  Please see resorts BBB response attached. Thank you
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reached out to the company at **************************** in June to express our concerns and request to surrender our ownership, but unfortunately, I havent received a response. This lack of communication has left us feeling increasingly taken advantage of. We would appreciate fact-checking on the promises made by ****** ****** ************************ Intl.#: *****************) when he sold us this timeshare.****** made several promises during the timeshare meeting, including the ability to stop payments if we wanted to cancel, fixed pricing, selling options, and using ****** to generate income. We described feeling pressured throughout the lengthy process. We had multiple sales team members offering discounts after expressing discomfort. Despite mentioning my demanding job in college football, they felt ignored our hesitation and pushed harder for us to sign up reassuring us that if we no longer wanted it, we could simply stop payments and it would cancel. The timeshare is a financial burden for myself, a military retiree and disabled veteran on a fixed income, causing difficulties in taking vacations, affecting relationships, hindering debt management, limiting visits with out-of-state children, impacting financial support for family, and delaying necessary vehicle repairs.We truly need to find a way out of this situation now more than ever. With my daughter facing unexpected brain surgery, I've been planning to take custody of my grandkids. Despite being told we could cancel our monthly payments at any time, we continue to make them because we fear it might hurt our credit. We feel overwhelmed by everything that's happening and genuinely believe this was not sold to us in good faith. Please, we need your help to navigate through this. Our family's wellbeing depends on it.

  Business response

  10/22/2024

  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

  10/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Not one of the emails weve sent since July has been answered. This lack of response is unacceptable and has left us feeling utterly neglected. With all the money weve paid, hiring someone to monitor an inbox should be easy.Throughout this process, we've felt pressured, forced, and sometimes fearful. Our disappointing experience has left us unsure if we'll ever choose ****** for a vacation again. The constant pressure from people eager to take our hard-earned money was overwhelming. There's a glaring assumption that we must be wealthy because we went on vacation. This couldn't be further from the truth. We simply worked hard and saved diligently for this trip.

  Business response

  10/28/2024

  Greetings,

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

   

  Customer response

  10/31/2024

   
  Complaint: 22404050
  
  I am rejecting this response because:
  Under review for what? Why was this review not done in the 20 days since you received notice of this complaint? What does this review have to do with the details of my complaint or the fact that no one has answered my emails? 

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

  Business response

  10/31/2024

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the company has no record of receiving any emails related to this matter. Could the complainant kindly forward the emails to **************************************** for review?
  
  The company appreciates your cooperation in helping us follow up on this issue accordingly.
  Bets Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ****************************************
  **********************************************
  TOLL FREE ***************

  Customer response

  11/14/2024

   
  Complaint: 22404050
  
  I am rejecting this response because:

  The emails were sent on 7/23/24 and 9/3/24 that went to *******************************************************************. Tafer/The Villa Group never responded to with our request for cancellation. If this is not resolved soon, we're going to stop payments to Tafer and continue to fight for a cancellation. We hope this is what you need because whoever is monitoring this inbox is not doing a good job.
  
  Sincerely,
  
  ******* *****

  Business response

  11/20/2024

  To whom it may concern,

  in regards to BBB Serving ***************, Consumer Complaint #********, We would like to clarify that Tafer Resorts is a separate entity from The Villa Group.
  To further assist with the review of members' feedback, we kindly request that members share any relevant correspondence directly with us at ******************************************************************************.
  We appreciate members attention to this matter.
  
  Best Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************************************
  **********************************************
  TOLL FREE ***************

  Customer response

  11/20/2024

   
  Complaint: 22404050
  
  I am rejecting this response because:

  *******, 

  You're the one answering. Emailing you directly only serves to take the BBB out of our communication which is shady and unacceptable. Regardless of what you want to be called, our actual concerns are not being addressed and this only makes us feel stronger about canceling our contract. I'll send you an email, but unless it contains the paperwork to sign to cancel our timeshare, we're filing another BBB complaint. 

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

  Business response

  12/03/2024

  To whom it may concern in regards to BBB Serving ***************, Consumer Complaint #********, the company respectfully disagrees with the feedback provided by the complainant. We kindly request the complainant to forward all relevant emails and communications that they claim were sent since July. Our records do not indicate receipt of such communications, and it appears oer members prior feedback they were sent to Tafer Resorts, which is not associated with Villa Group.
  The company has no intention of excluding the BBB from this process. On the contrary, we are requesting this information so that we may adequately address the complainant's concerns.
  Without this documentation, we regret that we are unable to review or respond further.The complainant is encouraged to forward the requested communications to **************************************** or submit their response and supporting information through the BBB platform.
  
  Best Regards,
  
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ****************************************
  **********************************************
  TOLL FREE ***************

• Initial Complaint

  09/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have reached out twice via email, and my inquiries have been met with silence, leaving me feeling ignored and undervalued as a customer.When we entered this timeshare agreement, we were assured that it would be a beneficial investment for our family. However, our experience has been far from what was promised. The initial assurances now seem misleading as we cannot sell or exit the timeshare, which continues to be a source of stress and financial burden.With the maintenance fee deadline in October approaching, I am increasingly anxious about the financial implications. It is distressing to anticipate such a fee for a property we cannot utilize or sell, as we believe we could.

  Business response

  10/07/2024

  
  
  Greetings,
  
  I attempted to call, but there was no answer. I left a voicemail with my contact information and the reason for my telephone call, and I also sent an email.
  
  I will continue to try to talk to him and then provide an update.
  
  Best regards,

   

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

  
  

  Customer response

  10/10/2024

   
  Complaint: 22357609
  
  I am rejecting this response because:

  We don't have any missed calls or voicemails. Please send us in writing a date and time you plan on calling. 
  Sincerely,
  
  ******* Si *****

  Business response

  10/30/2024

  Please be advised that I just sent another email correspondence to the member today. Please see below. Thank you.

  De: ********* Alvarez <******************************************************************************************>
  Date: mi, 30 oct 2024 a las 10:21
  Subject: Re: 25-10911 VILLA DEL PALMAR LORETO
  To: <*********************************>
  Cc: ********.***** <************************************************************************************>
  
  Dear Mr. ** *****,  
  
  I would appreciate it if you provided the best phone number to call because the one I've been using as a principal is the one I have on your file: ************.
  
  Today, at 1 PM your time, I can call you if you'd be able to confirm. 
  
  I will be waiting for you to let me know. 
  
  Best regards

  Customer response

  10/31/2024

  Dear *********,

  I confirm that my phone number is correct ****************, my email address is : *********************************************

  I missed your call yesterday, I was in meeting till late afternoon, I still have meeting all day today, I will call you tomorrow after 2pm (pct) to the number you left in your voice mail.

  Sorry for the inconvenience.

  ******* Si *****.
  

  Customer response

  10/31/2024

   
  Complaint: 22357609
  
  I am rejecting this response because: 

  Dear *********,

   

  I confirm that my phone number is correct ****************

  , my email address is : *********************************************

   

  I missed your call yesterday, I was in meeting till late afternoon, I still have meeting all day today, I will call you tomorrow after 2pm (pct) to the number you left in your voice mail.

  Sorry for the inconvenience.

  ******* Si *****.

  
  
  Sincerely,
  
  ******* Si *****

  Business response

  11/01/2024

  Please be advised that we have tried to reach the member and have confirmed with him that he will call me at 2pm today. Thank you.

   

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

  Business response

  11/06/2024

  Greetings, 
  
  I didn't receive the call from the member as agreed on November 1st, so I sent an email. Thank you. 

  Business response

  11/19/2024

  Greetings,

  The resort reached a mutual resolution to the complaint.  The member agreed to  pay $1,900USD to close the contract, and the company will waive the other existing balance. 
  
  Member understands that there will be no refund. Attached is a Voluntary Surrender forms that members need to complete and mail back to us to proceed with cancellation. Thank you
  
  
  
  

  Business response

  11/19/2024

  Please see attached. Thank you

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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

  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 response

  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

  10/17/2024

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

  Customer response

  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

  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 response

  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,
  
  ********* *****

*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. ↩