ComplaintsforQ. M. Corporation

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property managers are QM Resort. They are the property manager of ********************************************************************. They were lying about details of us being able to check in as we confirmed with the owners it was available. They were defensive, unapologetic, and on video a woman whose name I was not given but can be described and overweight with missing teeth thought she was not on the video and called me a b**** I am shocked at how unprofessional these people are especially when they are in a service industry such as this.

  

  Business response

  08/19/2024

  After researching what happened, I am sorry for any inconvenience that occurred while you were attempting to check-in to the Tahoe Chaparral.Being this is a Time Share property, and you were there as an Airbnb guest of an owner, you would need to take this up with the owner. Our check-in time is 4pm and you should have been notified of this by the owner. As for storing things in the lobby, it is a small lobby and even a small amount of things can be a safety hazard.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my profound dissatisfaction with my experience at QM Resorts, specifically concerning the financial and service aspects of my timeshare purchase. Initially, the purchase seemed like a valuable investment with promises of appreciation and exclusive access to amenities at the Ridge Tahoe Resort. Unfortunately, the reality has been starkly different. My investment has depreciated significantly, from an initial purchase of $13,000 for one week to buying a second week two years later for $5,000. Additionally, the annual fees have escalated well above inflation rates without clear justification, severely impacting the cost-to-benefit value that was once appealing. The level of service has also seen a marked decline over the years. Cleaning services have been halved, and many of the Ridge Tahoe membership benefits, such as concierge services, daycare, and event discounts, have been withdrawn. The management consolidation has led to my subsidizing amenities for other buildings without any direct benefit. Furthermore, the timeshare exchange process has become increasingly slow and often unsuccessful, offering no remedy for unused weeks or the recovery of annual fees. Given these circumstances, I am seeking a cancellation of my contract. The contents of this complaint should more than prove I deserve to have this contract canceled immediately. I need someone from this company to reach out to me to discuss this further.

  

  Business response

  07/01/2024

  We have reached out to ************************** and will reply again once we have made contact.We did speak with ************************** on 2.12.24 and discussed the selling of his 2 Platinum Passports or downgrading the ownerships to a Bronze level. The cleaning services have remained the same. The unit is cleaned prior to arrival and is cleaned once the owner checks out. We still offer an optional mid-week cleaning. The Ridge ********** house use is determined by the Ridge Tahoe, a separate property, which the owners have use of during their stay. I do not know if some of the amenities mentioned were stopped during COVID and not restarted after. As we have discussed with **************************, if an owner no longer wants their membership, it would be up to them to sell or transfer the property. We are available to explain how the Platinum Passport breaks into, up to 4 weeks of time annually as well as the other benefits to a perspective buyer. We will continue to reach out to **************************.
    

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After several attempts to contact QM via email and phone calls - Not one person has reached out to come to some sort of resolution. Here is a condensed version of the letter wrote and seeking out a resolution to this. RE: Hardship ******************* Request for Timeshare Account February 18, 2024 Dear BBB,I am writing to formally complain about QM Resorts regarding my timeshare ownership. I have been a customer since 2011, but due to unforeseen financial hardship, I can no longer meet the financial obligations associated with my timeshare.The maintenance fees, annual assessments, and other expenses have become overwhelming. The 38-year commitment and annual maintenance fee of $3,000, projected to double every 10 years, have become financially untenable.Additionally, I am concerned about potentially unethical sales practices by QM Resorts, which may violate consumer protection laws. I request to be released from my timeshare ownership due to these financial and ethical concerns.I ask QM Resorts to cease any further attempts to collect maintenance fees or assessments until this matter is resolved. If a satisfactory resolution is not reached, I may pursue legal action, including a potential class action lawsuit with other affected timeshare owners.I seek your urgent assistance in resolving this matter.Thank you for your attention.Sincerely,

  

  Business response

  07/01/2024

  Mr. ***** ***************** took over ****************** mothers' ownership in 2011. Hopefully they have enjoyed many years of memorable vacations. **************** upgraded to the Platinum Passport in 2017. She went from one week per year to four weeks per year. When she upgraded her membership to the Platinum Passport with Club QM, she had a 5-day revocation right. This 5-day cancellation period allows all new owners time away from resort representatives to decide if they would like to remain owners and review all of the documents. New owners can cancel for any or no reason at all. She did not choose to cancel during this 5-day period.
  For both of the time shares owned with us, if an owner no longer wishes to continue their ownership, it is the responsibility of the owner to sell or transfer the ownership to someone else, as ************** did. ****************, initialed and signed stating she understood. We are available to explain how the Platinum Passport works on her behalf to any potential new owner she finds.
  The *********** Broker, ************** who was the representative, was licensed as a broker and current at the time of this purchase.
  The Time Share sales permit is current and has been in a current status. It did not expire 7/31/21.
  A copy of the recorded Quitclaim deed and new owner packet was mailed to *********************** on 12/22/2011 so ************** could give it to her son **************** as a Christmas present.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Club QM Sierra Ridge Resort regarding our timeshare agreement initiated in June 1984. Despite multiple attempts to contact the resort to request the cancellation of our contract, there has been no response. My wife and I have been longstanding patrons of our timeshare; however, due to several unmet expectations and personal circumstances, we find it necessary to terminate our agreement.Initially, we were led to believe that our timeshare represented a valuable real estate investment, with certain financial advantages such as tax-deductible interest on our mortgage. This, coupled with promises that our children would be able to benefit from this timeshare in the future, significantly influenced our decision to enter and later upgrade our agreement to Platinum Passport Membership status. Unfortunately, several of these promises have not been fulfilled. Not only have we been unable to utilize our week at Deluxe or Signature Resorts worldwide as promised, but we were also not informed about the significant increases in annual maintenance fees that would accompany our membership upgrade.Additionally, my current health condition, Peripheral Neuropathy, a result of cancer treatment, severely limits my mobility. The Sierra Ridge Resorts lack of accessibility provisions, specifically the absence of an elevator, has made it impossible for us to enjoy our timeshare. Furthermore, the escalating maintenance fees have become financially untenable, posing a burden we nor our children can sustain.Given these circumstances, we respectfully request your assistance in resolving this matter by facilitating the cancellation of our timeshare agreement. We have reached out to Club QM Sierra Ridge Resort multiple times without response and feel that our concerns and needs as long-standing clients are not being acknowledged or addressed.Thank you for your attention to this issue. We hope for a prompt and favorable resolution.

  

  Business response

  06/10/2024

  We have reached out to **************** and had to leave a message. Once we have spoken, we will reply as to the outcome.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against QM Resorts due to their lack of response to numerous attempts I have made to address and resolve an issue regarding my account. Approximately a year ago, I received a notice from QM Resorts indicating that my account was on the verge of foreclosure due to a lack of payments. Recognizing the seriousness of the situation, I reached out to QM Resorts to discuss the possibility of canceling our agreement in an effort to resolve the matter amicably.Despite my best efforts to engage in a dialogue by sending multiple emails over the course of the year, I have not received any form of response, acknowledgment, or update regarding the status of my account. This lack of communication has left me in a state of uncertainty and frustration, as I have been unable to ascertain the current standing of my account or make any progress toward a resolution.It was under these circumstances that I decided to cease further payments, given that my previous attempts to rectify the situation were seemingly dismissed without consideration. Most recently, I received another bill from QM Resorts. This prompted me to make one more attempt to reach out and request an update on my account status, to which, again, I have received no response.Through this complaint, I am seeking your assistance in obtaining a clear and definitive update from QM Resorts regarding where my account stands, and ideally, to expedite a resolution that has been long overdue. Your intervention in this matter would be greatly appreciated.

  

  Business response

  06/10/2024

  We have reached out by phone and email. Once we have made contact with ************, we will reply back to the BBB whether we were able to resolve the issues.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing this formal complaint to express my deep frustration and dissatisfaction with the handling of my contract cancellation request. I have been trying to terminate my contract with QM Resorts, providing valid reasons for my inability to uphold it. Regrettably, my request has been consistently ignored, and my efforts to secure cancellation have been met with denials. After an extended period of attempting to convey the urgency of my situation, QM Resorts has determined that sending my past due maintenance fees to collections is the avenue they will pursue. This entire ordeal has been incredibly stressful, and I cannot help but feel that QM Resorts' actions are a deliberate strategy to coerce me into continuing to spend money on the maintenance of a timeshare that I have no intention of using. due to the health condition I find myself in. I am submitting this complaint with the hope that QM Resorts will understand the urgency of my situation and reconsider their decision to submit my past due *************** and special maintenance assessment to a collections team. I implore you to consider a reasonable transfer fee, paid by myself to have the ownership transferred back to the Corporation. There has been no loan on this property since 2020. and ALL maintenance fees were current and paid in full for the past ************************************************************************* to have injections every 6-8 weeks . My physician will complete any information that you need concerning my health condition. .I appreciate your prompt attention to this matter and expect a resolution that is fair and reasonable.

  

  Business response

  05/29/2024

  We have responded on several occasions to Ms. ********* both by email and by phone. When Ms. ******** became a member back in May of 2000,she acknowledged through the paperwork that if she no longer wanted it, she would sell or transfer it to someone that does travel. During one of the conversations,we discussed how to go about selling it or transferring it to someone she knows.We also discussed the possibility of renting it to cover the costs associated to the ownership until she finds a buyer. We also offered to explain how her ownership works to a buyer at no cost to her. At this time, the *** does not have a surrender or exit program for the owners. If one is developed, we will let the owners know.

  Customer response

  07/08/2024

   
  Complaint: 21727837
  
  I am rejecting this response because:

   

  QM International lied in their response to my complaint Fieldon 5/17/2024.  No one from QM international reached out to me either via email or phone concerning this complaint.  I spoke to one individual when I called and was told the best way to get out of my timeshare was to sell to a dying person or to work with a homeless person who they could not track down once the transfer was completed.  QM International has NO sales team since post covid and while I have tried to sell this on TUG for a $1.00 there is no interest as there is no market for timeshares since they are nothing more than a scam.  QM International seems to pick and choose who they want to work with to do a $1000.00 deed back as I have seen on a couple of occasions they do offer them, but emphatically state other places they have no owner surrender program in place.  

  
  

  I suffer from a chronic health condition that prevents me from travel as I have to receive injections monthly and as such travel and receiving the medication and the injection is not a feasible option.  I have offered to submit medical statements from my physician.  I am unemployed, not receiving any unemployment and have not been approved for disability at this time.  The continued stress of dealing with QM International has impacted both my physical and mental health.  I urge the BBB to reopen this complaint as the responses from QM International are nothing more than boilerplate responses and they continue to hold the elderly and physically disabled hostage only to pick and choose who to work with while letting others suffer the burden.  As ARDA (American Resort Development Association) has said only reputable timeshares offer owner surrenders/deed backs and obviously QM International is anything but a reputable company.

  
  

  Thank, 

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

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

  

  Business response

  07/08/2024

  We are sorry to hear about your health conditions. Our notes indicate that we replied to your email on 12/27/23 and spoke with you on the phone on 3/4/24. Your options were gone over including renting the property until finding a buyer. You own at the ***************** and at this point there is not an exit program for that property. When you purchased, you signed and initialed that you understood if you no longer wanted the property, you would be responsible for selling it. ARDA lists some of the largest Time Share companies that *** or *** not have an exit strategy as well as Resale Providers. To be on their site, one would assume they are trustworthy. There are two companies featured as Featured Reseller. They can be seen at ************************************************************;

  Customer response

  07/08/2024

   
  Complaint: 21727837
  
  I am rejecting this response because: *************************** was the sales person who basically strong armed me during the initial sale.  In addition, I was told that at that point the Club QM was looking at a buy back/opt out program once the contract was paid in full. if the owner did not feel it was the right fit for them after the loan was paid in full.  There is NO resale value in timeshares.  I have had this property out on Craigslist.com and TUG listed for $1.00 and I would pay the transfer fee.  There has been NO interest in the listing at all.  Again, as a company you are holding people hostage.  I could sell this if it were a house, car or other real property but this is not possible with a timeshare.  After 20+ years you have made no attempt to help your owners.  I would hope that a ***** of ********* meeting there would be a vote put to the members to see how many of them wanted to force a sale of the property.  Obviously you are marketing Thunderbird Resort at ************************************************************* as apartment rentals so you are well aware of the housing shortage and are trying to force your owners of the ** to offset the maintenance for what you are now marketing as apartment rentals. No exit strategy for 20+ year owners who have paid off the load is bad business and basically a deceitful business practice.  Again, I reject your response!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The latest incident was April 25th until now. It concerns bad communication and bad customer service. I have called and left 3 messages on "***'s" voicemail but "***" never calls back. We struggled to plan vacations due to unavailability. In 2015, I accidentally left a travel jewelry box with irreplaceable pieces and watches at the property. Despite multiple calls within hours, they claimed no discovery. Now, they're imposing a 40% fee for losses and improvements on properties we can't access due to open rentals. We seek support in canceling our timeshare with this company that fails to live up to its promises. The nightmare never ends.

  

  Business response

  05/29/2024

  We have resolved Mr. ********* concerns.

  Customer response

  05/30/2024

   
  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

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite multiple attempts to contact QM Resorts via email regarding canceling our timeshare, we have received no response.My husband underwent brain tumor surgery in September ********************************************* October 2017. These events have severely impacted his mobility and speech, leaving him unable to walk correctly and making his speech difficult to understand. He has since developed additional health issues that further restrict his ability to travel. When we reserved the Ridge Sierra timeshare, we were unaware of the challenges it would present. The property is only accessible by stairs, with no elevator - a detail not disclosed before purchase. This makes it extremely difficult for my husband to access the units, greatly diminishing the value and enjoyment of the property for us. Given our current circumstances we rely on Social Security for income. As such, it is not feasible for us to continue paying the annual fee of $3339.57, especially as these fees continue to rise. The increasing financial burden and our inability to use the timeshare due to my husband's health limitations make this situation untenable. Initially, we purchased the timeshare intending to use it during our retirement years. Unfortunately, unforeseen health issues have made this impossible. Given these circumstances, it is only fair that we should be able to cancel our contract and that someone contact us immediately with steps to do this.

  

  Business response

  02/22/2024

  We have reached out to ****************, but have been unable to connect. We will reply to this complaint in its entirety once we have spoken. 

  Customer response

  02/23/2024

   
  Complaint: 21261786
  
  I am rejecting this response because:

  We did speak and he basically asked how we were doing and apologized for our health issues.  He stated his is 28 yrs post heart transplant and was only given 10 years.i am currently not feel well, have had this upper respiratory virus off and on now for a few weeks. 
  
  He discussed the "lack of an exit strategy for high-level timeshare owners" and mentioned that a solution is being considered by the board, especially for hardship cases like ours. He offered to explain how the timeshare works to anyone interested in using it. We stated we didn't know anyone interested and our children were upset about being involved as they didn't want the timeshare. The person we spoke to suggested that if someone would take the timeshare for free, it could be a good opportunity for them. We countered that it would be easier for the person to give away the timeshare since they have more opportunities to do so. The person reiterated that the board is working on a strategy and promised to contact the speaker once a decision has been made. 

  
  We're rejecting the response to keep communication open. When we hear from the board, we'll accept the response. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/26/2024

  At this time there is no surrender or exit program. When they purchased, they acknowledged if they no longer wanted the property, they would sell or transfer it. They were offered help explaining how the program works for a potential buyer.

  Customer response

  02/29/2024

   
  Complaint: 21261786
  
  I am rejecting this response because:
  

  I don't recall any agreement that selling the timeshare was an option if we decided it wasn't for us. The primary selling point emphasized during the presentation was the potential to rent out our timeshare. We were led to believe that renting it out could cover the maintenance fees, a scenario that has failed to materialize. Our timeshare has been rented out only once, which did not come close to covering the associated costs.
  
  During the sales pitch, multiple representatives shared stories about how much they, or their families, could rent out their timeshares forciting figures as high as $3200+ for a single week during the ski season. They highlighted the high demand, especially from Asian communities who would arrive in large groups, making renting out our timeshare seem easy and profitable. This would help us manage payments or provide an option when we could not use the timeshare ourselves.
  
  It's becoming clear how these representatives and their families could command such high rental pricesthey had control over the rentals, including the timing and pricing. This control likely skewed the reality of the rental market, leaving us with unrealistic expectations.
  
  Were not asking for an entire program. We just want to be released without a fight. We were deceived into this and didnt feel its fair to keep us prisoner and drain our financial resources because there is ink on a fraudulent contract. 
  

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing this formal complaint to express my deep frustration and dissatisfaction with the handling of my contract cancellation request. I have been trying to terminate my contract with QM Resorts, providing valid reasons for my inability to uphold it. Regrettably, my request has been consistently ignored, and my efforts to secure cancellation have been met with denial.After an extended period of attempting to convey the urgency of my situation, QM Resorts finally presented me with an offer to terminate my account, which included a processing fee of $250. Upon receiving this notice, I promptly called to accept the offer, only to be informed that the offer was no longer available.This entire ordeal has been incredibly stressful, and I cannot help but feel that QM Resorts' actions are a deliberate strategy to coerce me into continuing to spend money on the maintenance of a timeshare that I have no intention of using.I am submitting this complaint with the hope that QM Resorts will understand the urgency of my situation and reconsider their decision to revoke the previously offered cancellation option. I implore you to reinstate the offer as initially presented, as I am unable to maintain the contract any longer due to my circumstances.I appreciate your prompt attention to this matter and expect a resolution that is fair and reasonable.

  

  Business response

  01/31/2024

  I spoke with ******************** and have come to an agreement.

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I've sent off the documentation they required to resolve our agreement ending my relationship with their business.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a hold of the title and records department for over two weeks. The recording states that they will get back to me within 48 hrs.I called on 12/01/23 and got a message from ****** ( not sure of the spelling) than I called again on 12/5/23, 12/8/23 and asked to speak to either ****** or her supervisor but only got voice mail and the wrong name for her supervisor. I called again on 12/11/23 and was told that her supervisor wasn't ***** but *********** left a message for her supervisor still no response. I called again on 12/15/23 and was told that ****** had gone home for the day, I told the operator ( ******) to please let her know that if I didn't hear from her by 12/18 I would file a complaint .My other issue is that the majority of the properties that QM has are not ADA **********

  

  Business response

  12/19/2023

  We have spoken with ***********

*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. ↩