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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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
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 youInitial Complaint
10/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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 regardsCustomer 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 youBusiness response
11/19/2024
Please see attached. Thank youInitial Complaint
09/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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 youCustomer 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,
********* *****Initial Complaint
09/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
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, JaliscoCustomer response
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
09/18/2024
Greetings,
Please see resort's response attached. Thank you for your patience.
Business response
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 response
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 response
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
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 response
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
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 youCustomer response
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
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 response
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
08/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Weve tried now multiple times to communicate with this company and with ********* to cancel our membership due to serious concerns, including dishonest sales tactics and overwhelming financial stress from my ongoing cancer treatment, but theyve given us no guidance or assistance. All weve gotten is clearly generic responses saying that they cant help us because theres still an active loan, which were obviously aware of. The entire reason were reaching out is because we should in no way be expected to keep paying for this timeshare after the money weve already lost and the negative experience weve had! We reached out to explain to them how we were coerced into an unfair two-bedroom upgrade and misled about our options for selling the timeshare back. Rather than addressing this clearly wrong situation, their responses have simply reiterated that, because theres an active loan on our account, we're out of luck. It defies logic that they can ignore the ethical implications of their sales practices and refuse to engage with our legitimate request to return the timeshare. This situation isnt making anything better for us and the way theyre handling it is just making it more obvious that we should owe them nothing. We are being forced to choose between affording necessary medical treatments and maintaining a timeshare we cant even use, which is totally unacceptable. Their refusal to assist us in finding a viable cancellation option or even considering our circumstances is infuriatingBusiness response
09/11/2024
To whom it may concern
In regards to BBB Serving ***************, Consumer Complaint #********, we are sorry to hear about the members health issues. Unfortunately, the company was not previously aware of these concerns. After reviewing the members account, we found no record of a cancellation request that referenced their health problems.
However,we are committed to resolving this matter and are open to exploring a solution that accommodates both parties. We kindly ask that the member reach out to ******* ***** at **************************************** to provide additional details about their situation for further review.
Thank you for your attention to this matter.
Best regards,
******* Ivette ****
Member Services Director
PH 624 145-7000
EXT 653
****************************************
**********************************************
TOLL FREE ***************Initial Complaint
08/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Wife seriously injured at hotel in ******. Claim letter sent with no response.Business response
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
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 response
09/25/2024
They never contacted me. They never provided any infromatiomnBusiness response
10/24/2024
To whom it may concernIn 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 response
11/08/2024
I wrote to them and finally heard from an insurance company. Matter pending.Initial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 response
08/20/2024
I believe this is what they are asking for?Customer response
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
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
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 response
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 response
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
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 youCustomer response
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
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 response
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
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 response
11/01/2024
Complaint: 22165064
I am rejecting this response ******************************************************Business response
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 response
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
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 response
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
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 response
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
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
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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
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
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 response
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,
*************************
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