ComplaintsforPalmera Vacation Club

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract Date: October 27,2023 We met with Palmera Group and did not want to purchase additional timeshare. When we were about to leave, they asked if we wanted to get out of the 2 timeshare we had. (one Palmera and the other not) That interested us. Long story short, like others, we were told that they would sell our (other) timeshare. The timeframe was 6-9 months. Our sole purpose was to be relieved of the maintenance fees from the 2 owned timeshares we had. We were reassured by our salesman that 2024 maintenance fees would be our last, even if they (Palmera)got nothing for the 2nd timeshare. The property advertising information form referenced our contract number in their handwriting and is stapled to the contract. Palmera even waived the administrative fee of $599, indicating to us they had some control over the listing and could alter the contract. We believed this was part of our contract. We were also instructed to forward info to their attorney via the provided envelope. Thus, again, believing Palmera would handle the entirety of the transaction. After 2 texts and 2 emails I was referred to talk to what I now know is the listing agent. Vacation Services International. They have stated no affiliation with Palmera. We believed the listing that referenced our contract number was, in fact, part of the contract. At this point, all we want is to be out of the (other timeshare responsibilities before the end of 2024) and will accept that we were taken advantage of by Palmera.

  Business response

  07/05/2024

  Palmera Vacation Club is receipt of the recent complaint filed by *********************, File No. ********. We appreciate the opportunity to address the situation and will reach out to **************** in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been resolved.

  Thank you.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We purchased a time share through Island Links in *********** in 2014 for $13000 which allowed usage every third year. The time share gave us a title to a portion of the property. Because of declining health issues we decided to visit *********** one last time in 2022 and try to get out of the time share. When we met with the sales people at ************ and asked if we could get out of the contract they said we could pay a lawyer $5000 to get out of the contract or we could "convert" our time share to the Palmera Vacation Club (***) for $5000. By converting to the Palmera Vacation Club we were told that we could get out of the contract by just quit paying the monthly dues. That was the only reason that we spent the $5000 to convert to ***. We have not visited *********** since 2022 and have not paid the dues for the past 14 months and have asked *** to drop us from the club. On April 30, 2024 we received a letter from *** stating that if we did not pay the past dues ($1090) that our timeshare would revert back to the original timeshare at ************. We were never told anything about the timeshare going back to Island Links and there is nothing in our contract about the timeshare reverting back to Island Links. We request your assistance in getting us out of this timeshare as *** lied to us about how to get out of the contract. We have witnesses that heard *** tell us (on two separate occasions) that if we didn't pay the *** dues that we would be dropped from the timeshare.

  Business response

  05/17/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ***********************. We appreciate the opportunity to address the issue and will reach out to **************** in attempt to reach an amicable resolution. We will report the results back to you once the matter has been completed.

  Respectfully,

  Palmera Vacation Club

  Customer response

  05/20/2024

  Our attorney resolved the complaint #******** involving Palmera Vacation Club/Island Links.

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When we signed up for Palmera, we were told that Palmera would sell our Wyndham and we could use that money to pay for our Palmera. After a few years, Palmera still has not sold our Wyndham timeshare. We went in person and talked with an employee (in October 2023) who told us and promised they would sell the Wyndham by the new year. It is now April 2024, and we have heard NOTHING from Palmera and we still have Wyndham. We have tried contacting, but we just get spun around to different people and then hung up on. We were promised it would be sold but, like I said. NOTHING. We are extremely disappointed and ****** off with Palmera. If they were able to actually sell our Wyndham for the specified dollar amount they told us, we would not be so annoyed. Another point to add, they changed our payment to almost double, with guarantee to sell our Wyndham in a 3 month span, again, which hasn't happened. We would like for Palmera to resolve this issue before we have to do more.

  Business response

  04/29/2024

  Palmera Vacation Club is in receipt of the recent Complaint filed by *************************, File No. ********. We appreciate the opportunity to address the matter and will reach out to ******************* in an attempt to reach an amicable resolution. We will report the results back to you once the matter has been completed.

  Thank you,

   

  Palmera Vacation Club

  Customer response

  04/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21605168

  I am rejecting this response because: I have not been contacted by Palmera to solve any issues 

  Regards,

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

  Business response

  05/08/2024

  A Representative from Palmera Vacation Club has spoken with ******************* in regard to their increase in payments, due to their recent upgrade to their Membership last year, as well as the transaction they arranged with an outside Agency to assist in the sell of their Wyndham Ownership. We appreciate the opportunity and are happy to answer any additional questions they may have in the future, and encourage them to contact our *************************** for further inquiries.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a timeshare based on a points system with false advertised usage availability. I cannot book at any of the resorts with.my points total rendering all the money I spend yearly to be totally useless. I was shown multiple properties on the tour *** was told I could use my points to vacation at those resorts, however this was not true as all of the resorts require points plus an abundance of cash.

  Business response

  04/26/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *************************, File No. ********. We appreciate the opportunity to address the situation and will reach out to **************, in hopes of reaching an amicable resolution. We will reports the results back to you once the matter has been resolved.

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/23/2024 we were told we could trade our paid-off time share. We would have to make 3 months payment to Palmera and they would send me a check for *********. To use as I please. We agreed. However, the only problem we explained was that I owed the timeshare with my brother. They said no problem. Everything was verified by ********************* and we asked to leave. After 5 months I never received the check. I contacted my brother he said he brought the timeshare. I called ********** and spoke with *******, the supervisor. I was referred to ********************* at ************. He wanted ****** to sell the timeshare in Palmera that I don't owe. He said I am confused. It's like trading in a car. He said the same thing. No worries, he could sell the timeshare. When I get the ******. He was not concerned that my brother never signed. They forgot to contact him. I ask ****************** how you can sell something that I don't owe by myself. I called and asked that the deal be void. My brother has purchased a timeshare. I have stopped all ACH debit. Until we have solutions to the trickery used upon senior citizens.

  Business response

  03/04/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ***************************, File No. ********. We appreciate the opportunity to address her concerns and will reach out to ******************* in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Thank you,

  Palmera Vacation Club

  Customer response

  03/06/2024

  How do I response to the company without closing my complaint.  I would like to resolve the problem.  Without closing the case. Their answer is to open.

  Customer response

  03/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  Customer response

  03/07/2024

  I reject their offer. They will not try and contact me for a solutions.  That's my problem. I tried to contact them. They give you the run around. Play phone tag. I have this man name *** calling me. Telling me he don't care where I go or went. I have to keep paying him and he will sell the property. Even if I don't owe it. I never met him and I don't what part he play. I am paying for property.  I already paid off 10 years ago. Now they want me to pay them for my property. I reject.

   

  Thank you 

  Business response

  03/15/2024

  Palmera Vacation Club has spoken with *************************** and a mutual resolution was agreed on by both parties.

  Thank you.

  Respectfully,

  Palmera Vacation Club

  Customer response

  03/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm writing this complaint to express our deep disappointment and frustration with our experience with Palmera Vacation Services. We were offered a discounted trip if we came in for a brief presentation. However, it turned into a much longer ordeal than we were led to believe with many unfulfilled promises. Your sales team promised us that your vacation plan was better than the one we already had with Lifestyle Vacations,better availability for vacation times, easy to use site, and made arrangements for us to sell the timeshare with Lifestyle. We were told that it would sell about two months from January of 2023 but it has not sold yet, and we are now stuck with two timeshares, which is over $22,000. We were told that the cost of selling Lifestyles membership would pay for a majority of the Palmera membership so we would not have to make payments to two companies for very long. We were also promised that we would own the timeshare with a deed, which we later found out was not true. We have not been able to enjoy the benefits of this timeshare because as I told the agent we can't afford to pay for both, now we're stuck with bills and can't go anywhere. This timeshare has now put us in financial hardship. Due to the lies told to us by your sales staff, we are now making monthly maintenance service fees and installment payments for both Lifestyle and Palmera which is making it difficult to make ends meet. This is creating significant stress and anxiety for our family. We feel lied to and taken advantage of. What's worse is we have tried to correspond with this company many times, and our attempts go either unanswered or dealt with rather rudely. We need to have responses from someone at this company that can speak to you with professionalism regarding our many issues and options for us to be removed from this contract. I also hope that this can be a warning to as many people as possible to stay far far away from this deceitful company

  Business response

  03/04/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *************************, File No. ********. We appreciate the opportunity to address the concerns and will reach out to ******************, in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

   

  Respectfully,

   

  Palmera Vacation Club

  Customer response

  03/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  Customer response

  03/05/2024

  I didn't realize that this case was now closed. I thought I was waiting to see what Palmera would do to solve this issue. So if things don't go well with the company do I then come back and put in another complaint?

  Thank you,

  *****

  Customer response

  04/04/2024

  I would like to reopen my  complaint against Palmera Vacation Club. It's been over a month and no one has reached out to me concerning my issues. This just shows the lack of concern they have for their clientele. Please advise on how I can move forward with this matter. 

  Thank you 

  Business response

  04/10/2024

  A Representative from Palmera Vacation Club has spoken with ******************. It was agreed by both parties that ********************** submission will be forwarded for further review and she will be contacted again by Palmera Vacation Club for discussion. We appreciate the opportunity and will report the results back to you.

   

  Respectfully,

   

  Palmera Vacation Club

  Customer response

  04/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21340919

  I am rejecting this response because: it's taking a long time to resolve and it feels as though it's being dragged out with not much interaction for there to be a resolution. Due to this reason I am not willing to close the complaint until I've heard something where I can confidently feel as though progress is being made

  Regards,

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

  Business response

  04/23/2024

  Palmera Vacation Club has spoken with ****************** and a mutual resolution was agreed on by both parties, we are happy to report.

   

  Respectfully,

   

  Palmera Vacation Club

  Customer response

  04/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 2023 my husband and I met with ************** and she attempted to sell us a timeshare. We told her that we already had one (HGV) and we were wishing that we never had. We got up to walk out and she told us to talk to the ** of sales at Palmera and he would be able to help us get rid of the Hilton timeshare. During the meeting, we were told that we could trade in our paid-for timeshare with ****** for one with Palmera. They explained that our Hilton ownership was more valuable and would sell in 3 months or less and it would fully cover the one-bedroom unit with them, plus it was an upgrade. Our problem is that Palmera lost our paperwork and the property was not listed until July and has not sold. Thats the last story that we were told. We only agreed to this because we believed the sales **. We looked forward to putting the Hilton timeshare behind us and enjoying a paid-for Palmera property and a lower membership fee with Palmera. We called several times but no progress has been made.Earlier in 2023(around May 2023, Palmera started withdrawing the interest from our checking account) we called and asked to speak to an executive, but never received a follow-up. We need your help to resolve this matter because we cannot afford to pay our January fees for Hilton, Palmera's interest and member fees, and two houses after retiring after being promised that the high interest would only last for no more than 3 months. We gave them a check for approximately $1600 and they told us that it would be more than enough to cover the cost until the Hilton property sold.A year has gone by and all we get from Palmera is a bill for the interest and maintenance fee. The last person that my husband spoke with told us that we signed the contract and that its our problem.All we want to do is rescind the deed and be free from what seems to be a scam.Thank you

  Business response

  02/28/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *************************, File No. ********. We will review this matter and reach out to The Member in hopes of reaching an amicable resolution. We appreciate the opportunity and will report the results back to you once the matter has been completed.

   

  Respectfully,

   

  Palmera Vacation Club

  Customer response

  03/11/2024

  
  Dear *****,

  Thank you for looking into the Palmera vacation club complaint in regards to an exchange for our Hilton timeshare. 

  Palmera promised am amicable resolution in their response to our complaint to BBB. However, we have been constantly harassed for payment. No one has contacted us to discuss any resolution. 

  Therefore, we are rejecting Palmeras response to our complaint and request that this complaint remains open and unresolved.

   

  Sincerely,

  ************************;

  Business response

  03/19/2024

  Palmera Vacation Club has reviewed the complaint filed and responds as follows. In conjunction with the purchase of the Palmera Vacation Club membership, ********************* entered into an agreement with Vacations Services International, LLC "VSI" to list a timeshare unit for sale. Palmera has no responsibility for anything to do with this whatsoever and Mr. and ***************** signed an Understanding Acknowledgement and Disclosure Form with VSI which expressly provides 1.) Palmera has no affiliation whatsoever with VSI; 2.) Palmera will not purchase or in any way accept transfer of ownership of Complainants timeshare under any circumstances, as well as 3.) they were given no guarantee or assurance of any type regarding whether their timeshare will sell, nor any guarantee or assurance regarding the period of time in which it may sell from Palmera LLC or from VSI, which are just three of their eight signed and initialed acknowledgments regarding this transaction with VSI.

  Respectfully,

  Palmera Vacation Club

  Customer response

  03/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21323647

  I am rejecting this response because:

  Palmera is not telling the truth. We were going to leave because my husband explained that he was retiring at the end of the year and we were not going into more debt. The VP of sales at Palmera, who claimed that he came from Hilton, shared that our Hilton timeshare was more valuable and highly sort after. Since it was paid off, they could sell it in three months. He showed us that we only need to put $1600 down and pay the interest for three months and promised it would be sold and we would get a larger apartment and more time by going with them. There was no way we would agree to an open-ended contract at 15% interest, no principle payments, membership fees, etc. while still owned the Hilton property and had to pay Hiltons membership and maintenance fees. By the way, he promised to list our Hiltons timeshare that month, but didnt list our place until July, instead of February.  They asked us to give them another three months. We trusted them and they lied.

  ********************* will escalate their complaint to the next level (Federal Trade Commission).

  palmera has no business being in business with the way they conduct themselves. They are fraudulent. And others are complaining of similar issues.

  
  Regards,

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

  Business response

  03/28/2024

  Palmera Vacation Club has spoken with **************** on this topic, actually twenty days before they filed their complaint on 2/1/24. During that conversation **************** shared that he would be contacting Vacation Services, International, LLC, the company handling his listing, and would perhaps discuss lowering the listing price on that ownership. The results of that conversation are unknown. We feel we have addressed this issue, even after being notified by The BBB on March 4th, that this complaint had been "closed" yet reopened based on their request, and again we responded.

  We encourage ********************* to contact our **************************** as they have done since last October, for further questions on their Membership and Contract.

  Thank you.

  Respectfully,

  Palmera Vacation Club

  Customer response

  04/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21323647

  I am rejecting this response because:

  Palmera Vacation Club (PVC) continues to cherry pick our conversation. From the beginning, this was supposed to be an exchange, from Hilton to Palmera from one timeshare to another with our out of pocket expenses expecting to be 1 to 3 months of interest at most and  a deposit of $1600; not for us to gain two units. And the sale was promised be completed within 3 months.
  Here are the facts:
  1.  We entered into the agreement because the ** of sales (former Hilton sales director or **) got involved and told us three months of interest only payments.
  2. They did not list our property right away as promised and told us they misplaced our paperwork. We found that out in May because we called them to check on the progress.
  3.  Palmera Vacation  Club apologized and gave us extra points and promised to get it listed right away. They finally listed it in July, which was still longer than the second promise.
  4.  We started  complaining to PVC in September or October of 2023 after waiting patiently because my husbands retirement date was quickly approaching. We  asked to speak to  an executive at Palmera who could help resolve this situation. Finally, we sent several emails to Palmeras CEO in November through December of 2023.  Between December 2023 and early 2024, we talked to Brain from sales, he told us to call vacation services and he told us that we could do one of three things: lower the price (again) of the Hilton property, give them our Hilton property or stop paying.
  5. Although Palmera communicated to BBB that they were going to work out an amicable solution, they never did.
  
  Ask PVC, what was the amicable offer they were going to make to us. The truth is that they never did anything.
  
  In the beginning, the ** of sales set the selling price of our Hilton property in order for it to sell in three months, which was lower than what we paid for it but sufficient to payoff Palmera. He also told us that any additional proceeds would go to Palmera.
  
  Also, if Palmera is not in the business of selling other properties such as our Hilton timeshare, that they mentioned in their previous defense statement to the BBB, why would they mention lowering the price for it in their statement in this response? It was not my husband who suggested lowering the price; it was PVC. Again, another false narrative. 
  
  As a reminder, it was Palmera who initiated the sale of our property for theirs. We had no idea that anything like that existed and were about to walk out the door. We had no intention of inquiring more debt going into retirement, especially something as open ended as a timeshare with 15% interest.
  

  Regards,

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

  Business response

  04/09/2024

  A Representative, from Palmera Vacation Club, has reached out to ********************* and left a voicemail requesting a call back. We look forward to speaking with them, and again, encourage them to contact us directly, to address their submissions. 

  Respectfully,

  Palmera Vacation Club

  Business response

  04/10/2024

  We are pleased to share that a resolution was offered and a mutual agreement has been made with Palmera Vacation Club and Mr. and Mrs. ******************************************* you,

   

  Palmera Vacation Club

  Business response

  04/11/2024

  
  

  We are pleased to share that a resolution was offered and a mutual agreement has been made with Palmera Vacation Club and Mr. and Mrs. ********************************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem; font-size: 11px; font-family: "Proxima Nova", sans-serif;">Thank you,

   

  Palmera Vacation Club

  Customer response

  04/11/2024

  My husband and I spoke with ****** from Palmera Vacation Club and they have promised to cancel our contract, which is great, but were waiting for the sign off documents. 
  We would like to keep this complaint open until we receive the documents. I tried reaching out to her this morning, but was unable to.

   

  Customer response

  04/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have spent hours and weeks trying to get a reservation...they constantly hang up......they have not responded to text or emails, or phone calls we are still making payments because we said we would..we would just like to cancel our contract a refund all the money we have paid...we spoke to the gentleman who was our sale person he gave us his personal phone number and was told he no longer is with the company..he said he would contact his former boss and have him reach out to us we have heard nothing...

  Business response

  02/23/2024

  Palmera Vacation Club has left a message for *************************, regarding his recent complaint, File No. ********. We are sorry he has not been able to reach his Sales Agent and have asked him to contact our **************************** whose contact information was left on the voicemail as well as provided  in his Membership Material. We will report the results back to you once we have spoken with ******************.

   

  Thank you.

   

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my profound dissatisfaction with the service provided by this company, particularly for this company's sales staff. This company promised us the best vacation package available. We were promised we would be able to travel anywhere and at any time. . We were assured that all *** rooms were under 1000 points, a claim that we have since discovered to be misleading. In fact, only a select few rooms fall within this range. We were informed about a travel agency service that was supposed to save us money on travel. Despite multiple attempts to utilize this feature, our efforts have been met with silence. Promises of callbacks were made but never followed through. Before signing the contract, we requested to view the *** website or book for further information. Unfortunately, we were told that access would only be granted post-signature. This delay in access led us to discover the discrepancies two months after our commitment. We have been unable to use it due to lack of availability. Checks for available slots at the resort have yielded no results. The most disappointing aspect of this experience was the unprofessionalism displayed towards my wife's health condition. During our initial trip, she fell ill, yet the sales representative continued to exert pressure on us. Since then, her health has deteriorated significantly, hindering our ability to travel. Despite having paid for our timeshare, we have been unable to use it due to lack of availability. This has placed a considerable financial burden on us as we are unable to pay for a product we cannot use. None of our family members, including our son, have any interest in the product. I request that this company investigates this matter thoroughly and take appropriate actions to rectify our situation. I look forward to your prompt response and a satisfactory resolution to this matter.

  Business response

  02/22/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *******************, File No. ********. We will once again reach out to ************ to discuss his concerns. We would like to note that past attempts, since the Members stopped all payments thirteen months ago, have been unsuccessful.

  Thank you for the opportunity.

  Respectfully,

   

  Palmera Vacation Club

  Customer response

  03/02/2024

  I have not heard from Palmera about our issue. 

  Business response

  03/13/2024

  Palmera Vacation Club has reached out to ************ and asked him to contact our *************************** to discuss his submission with the BBB and his Club Membership. A voicemail message was left on the number he provided.

  Thank you.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Every year there is some new glitch in their accounting that makes it impossible to book my upcoming timeshare vacation in a timely fashion. And this time it involves a relatively sudden additional dues amount of about $650. Until paid I cannot book my vacation - even though I make monthly payments (direct debit) for both mortgage and maintenance dues. Im up to date except for the additional surprise amount that showed up in January. I would be happy to have my equity returned to me and discontinue my ownership with Palmera. I would still be eating many years of interest and fees paid, but Im just tired of this.

  Business response

  02/13/2024

  Palmera Vacation Club has reached out to ***************, regarding her recent complaint, File No. ********. A voicemail message was left for her on the number provided, asking her to please return the call so we can discuss the change in her billing, as she went from paying annually, to paying monthly in 2023. We appreciate the opportunity to resolve the situation and will report the results back to you once we have have spoken with The Member.

  Respectfully,

  Palmera Vacation Club

  Customer response

  02/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21250540

  I am rejecting this response because: they failed to address the repeated confusion they cause year in and year out when I attempt to book my vacation. The ** they left was an attempt by them to catch me up and an amount that only recently popped into my account. Im sick of this. They always sneak in a way to add to what I previously agreed to pay. Im sure they have loopholes that make it legal for them to do this. But Im tired of it. I want my equity and I want out. Their ** never even mentioned addressing that.

  Regards,

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

  Business response

  02/23/2024

  A Representative has reached out to **************** and left a message, asking her to contact us in regard to the billing inquiries she has on her Membership Dues and Maintenance Fees. We hope to hear from her and will report the results back to you once we have spoken.

  Thank you,

   

  Palmera Vacation Club

  Customer response

  02/28/2024

  Yes, Palmera left me a VM once again to assist me in paying. I dont need assistance in paying. I pay them all the time. 
  My complaint with BBB was never even suggested in their VMs to me. They are completely ignoring what I shared with BBB.

  I see that I missed your 2/23 message, but my goodness its only 2/28. ***** already decided to close my case? Thats it? Dont you help more than just intervening between communications? I thought youd advocate in some way.

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

   

  Business response

  03/04/2024

  Palmera Vacation Club has left a message for **************** to contact us, yes, regarding the Accounting Question she has regarding her 2024 Maintenance Fee Adjustment Bill. A brief detail was left on that message reviewing the credits she has paid which were applied to the total amount due for her HOA on 1/15/24. We have assisted **************** several times over the years with her billing and reservation inquiries and will continue to do so. We gave asked her to call us back with any questions she has regarding her account, being that the BBB is not involved with her monthly billing statements.

  Thank you.

  Palmera Vacation Club

  Customer response

  03/12/2024

  My most recent reply (which I posted at this site) does not appear. I did respond to the last VM I received from Palmera, even though they were still not acknowledging the extent of my complaint. The gentleman with whom I spoke (I think one week ago today) said he could not help me and that the person who could was away until Friday (meaning 3/8/24) and that he would have her call me. I never got a call.
  Case ought not be closed. 
  ***********************
  ************

  Business response

  03/20/2024

  Palmera Vacation Club has left a message for **************** to contact us, being that her complaint is actually a billing question on her 2024 Maintenance Fees that the BBB would not be able to answer. We have left a voicemail and will also send an email to explain the details of the credits of her previous payments, that left the balance due.

   

  Thank you.

  Palmera Vacation Club

  Customer response

  03/26/2024

  Do you not see my point? They think I merely have a billing question. They are choosing to ignore my bigger complaint of their misleading, confusing, punitive practices. When I did get through to a live person by phone, and explained my desire to cut my losses, take my equity and leave, he told me the person I needed to talk to would not be back until end of that week and he would have her call me. I reported to you that she (again a person from the billing department) did not call me until the following week and even then left a message that she would be happy to explain the billing to me. I understand what they expect me to pay. I dont like being deceptively billed.

  I've had it with their explanations - every year, every year a new surprise. 
  What can we do to end this ridiculous cycle thats  going nowhere?

*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. ↩