Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Palmera Contract Number: ****** I am filing this formal complaint against Palmera in connection with my timeshare contract. My experience with this company has been extremely disappointing, and I am requesting the immediate cancellation of my contract due to multiple issues related to misinformation, misrepresentation, and the inability to use the timeshare as promised.I have been unable to book any vacations with the low number of points allotted to me. Despite the timeshare being presented as an opportunity for easy vacation planning, I have found it nearly impossible to use my points for any meaningful trips. During a sales presentation, one of Palmera's representatives informed me that the initial package I purchased was inadequate and that I would need to purchase more points to use the timeshare effectively. This felt deceptive, as I was initially led to believe that my original points would be sufficient to book vacations.I was later informed that I could only use my points during the Winter season, a critical restriction that was never made clear to me at the time of purchase. This limitation further diminishes the value of the timeshare, rendering it nearly useless for my vacation needs. I attempted to use my points through *** to book a trip to *******, *******, for 7 nights. Despite successfully making the booking, *** canceled the reservation without notifying me. This resulted in significant inconvenience, and further demonstrated how unreliable this timeshare arrangement has been.The ongoing fees and expenses associated with this timeshare have become a financial burden. I am currently trying to purchase a home and a vehicle, but the financial strain of the timeshare has severely impacted my ability to do so.I respectfully request to be released from my contract with Palmera. I believe I was misled by sales representatives, and the promises made during the sales process have not been fulfilled.******* **********

  Business response

  10/18/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ******* **********, File No. ********. We will reach out to Ms. ********** in attempt to reach an amicable resolution. We will report the results back to you and appreciate the opportunity to address the situation.

   

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  10/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are filing a formal complaint regarding Palmera Vacation Resort and seeking the complete cancellation of our timeshare contract with Member: 5-403942, along with a full refund of all payments made. The sales process involved multiple misrepresentations and false promises that have resulted in financial ******* October 2017, we attended a sales meeting with Palmera, during which we were assured that we were purchasing cottages at the *********** resort. However, we were sold condominiums that were falsely presented as cottages. The sales process was rushed, and we were not given the opportunity to view the property, relying instead on verbal assurances and photographs. This was the first instance of ******************** October 2019, upon returning to ***********, we discovered that our accommodations were not the promised cottages but older condominiums with accessibility issues. Our concerns were raised during two separate visits to the vacationing office, causing us to lose almost two days of our vacation. Despite our dissatisfaction, we were pressured into signing an upgraded contract with promises of increased points, maintenance fee coverage, and other perks. These promises were never fulfilled.Additionally, we have faced financial hardship, including job losses and medical expenses, making it impossible to continue with the contract. Palmera has shown no compassion or willingness to cooperate during these difficult times.We request the immediate cancellation of our contract, a full refund, and cessation of any further collections.

  Business response

  10/15/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ***** ******. We respectfully request this filed be omitted, or closed as resolved, being that Mrs. ****** is not a Member of the Vacation Club since 2022, per her request on August 31st of that year.

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  10/08/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I am filing a complaint against ****************** for business fraudulence related to a timeshare purchase. We were convinced to buy a timeshare with promises that ****************** would sell our existing timeshare with Bluegreen, allowing us to cover the costs of the new ******* timeshare. They assured us that ***** points would suffice for a full week of vacation. However, those points are inadequate, and we remain financially burdened by both timeshares. Despite numerous attempts to contact ****************** via phone and email for resolution or the promised sale, our inquiries went unacknowledged. We seek to cancel our ******* contract and get a full refund. ******************'s failure to honor their commitments and provide customer support constitutes fraud. We urge immediate action to rectify this situation.

  Business response

  10/08/2024

  ****************** is the management company for Palmera Vacation Club, with whom ****** and **** ***** has a membership.  There is nothing ****************** can do with regard to this complaint. 

  Business response

  10/15/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ****** *****, File No. ********. While the alleged complaints do not seem to be against Palmera Vacation Club, we will reach out to Mr. ***** regarding his submission and concerns. We appreciate the opportunity to address the situation and will report the results back to you once we have spoken with The Member.

   

  Thank you.

  Respectfully,

  Palmera Vacation Club

  Customer response

  10/31/2024

  I never received a response from the timeshare directly. Please reopen this complaint and ask the timeshare to contact us regarding this matter. Sincerely,  ****** and **** ***** **********

  Business response

  11/15/2024

  The Terrys have received a response in regard to their request, yet unfortunately have an unpaid balance on their loan. Palmera Vacation Club, will reach out to *** and Mrs. ***** again, to address their complaint and concerns. 

  Thank you.

  Respectfully,

  Palmera Vacation Club

  Customer response

  11/18/2024

  [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: 22392023

  I am rejecting this response because: The timeshare claims they have contacted us, but this is a lie. We have received no phone calls, no emails, nothing. We demand that they take us seriously and cancel our timeshare today. 

  Regards,

  ****** And **** *****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Im reaching out to file a complaint against Palmera Vacation Club. Owning this timeshare has done far more harm than good. We thought we were getting involved with something that would simplify our vacations, but it has drained our funds to the point where we cant afford to take a vacation at all.The information provided during the sales process was intentionally misrepresented. The representatives seemed more interested in getting our money than ensuring we had the proper information to make an informed choice. For example, we were told the points we purchased would allow access to the resort during peak times, which turned out to be false.Weve sent multiple letters to request a cancellation, but instead of offering solutions, Palmera Vacation Club has continued to send billing statements. This response completely disregards our situation and demonstrates a lack of support or flexibility for owners looking to exit their memberships.We were barely managing the payments when COVID hit which caused our work hours to be reduced for months. The setback was significant, and weve struggled to recover. We cannot keep paying for a service weve NEVER used, and we are frustrated with being tied to a company that disregards the financial well-being of its owners.We regret ever getting involved with Palmera Vacation Club and respectfully request that our membership be ************* regards,****** ******

  Business response

  10/14/2024

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

   

  Thank you,

  Palmera Vacation Club

  Customer response

  10/16/2024

  Dear BBB Representative,
  
  Thanks for letting me know about Palmera Vacation Clubs response. Im glad theyre willing to discuss a resolution.
  
  Please advise them to send the mentioned mutual resolution directly to my email at *********************
  That way, I can stay in the loop and respond quickly.Thanks again for your help!
  
  Sincerely,
  ****** ******

  Business response

  10/25/2024

  Palmera Vacation Club has reviewed the notes on this file. There is a substantial amount owed on their loan, which they stopped payment on in 2022, and have put a Cease and Desist Order on their Account. However, per the request of Mrs. ****** allowing emailed correspondence to discuss her complaint, we will have one of our Payment Specialist reach out, via email (the request of Mrs. ******* to The Member.

   

  Thank you,

  Palmera Vacation Club

  Customer response

  10/29/2024

  [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

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Weve spent months going back and forth with Palmera Vacation Club trying to get a release from our timeshare. We were misled about the value of this obligation and assured of the ease with which it could be ended. Now, Palmera Vacation Club refuses to let us cancel, even though they clearly plan to resell it during their ongoing sales presentations. This feels like a deliberate attempt to exploit us ************** retirees, we simply cannot afford such an exorbitant fee, especially for a timeshare that we have not used in years. It is unacceptable to be trapped in an agreement under false pretenses and burdened with a financial obligation that we are unable to meet.

  Business response

  09/23/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by ***************** No. ********. We appreciate the opportunity to address the situation and will reach out to The Member 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

  10/04/2024

  We rejected the response from ERG with the following:

  We're apprehensive to accept the response until we see what Palmera has to say. We need something better than the $11,500 offer we got to cancel something Palmera is going to resell. We might update our response depending on what Palmera's representative says.

  Can we please reopen the complaint? Thank you. 

  Business response

  10/15/2024

  Once again Palmera Vacation Club has reached out to Mr. ******* per his request. We will report the results back to you once we have heard from the Member.

  Respectfully,

  Palmera Vacation Club

  Customer response

  10/17/2024

  [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: 22291155

  I am rejecting this response because:

  The phone call didn't result in any resolution. I told the caller that we were told we were told that we could either return the property or that they would by it back twice. The second time when we upgraded, we were told we had to be at the next lever for that to occur and that is the only reason we upgraded. She was asking question to give the response to the decision makers I assume. She said buying it back could be an issue and I told her we simply want to walk away from the monthly payments and that they will turn around and resell it. I want to know where the follow through is to resell the timeshare since I no longer want it, or if I am to move forward with ceasing payments. 

  Regards,

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

  Business response

  10/25/2024

  Palmera Vacation Club has reviewed the file for the Complainants Membership. There is nothing to substantiate any of the allegations regarding the Complainants having to upgrade their Membership in order to "cancel" as there is no such requirement and there is no evidence in the purchase documents reflecting any such statement. 

  As to the affordability and financial hardship, that is an issue solely for the complainants and their situation, and no company is ever responsible for the individual financial decisions of its customers. 

  However, in selected situations it is possible for the Complainants to agree to settle the loan for the membership by paying a portion of the outstanding balance, which would terminate the membership, as an option. It appears Mr. ******* has already been proposed with that solution, in lieu of the outstanding balance of his loan, therefore a resolution has been offered.

  Respectfully,

   Palmera Vacation club

  Customer response

  10/28/2024

  [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: 22291155

  I am rejecting this response because:
  Stating there's nothing to substantiate our claims doesn't make our claims go away. We know what we experienced and unless Palmera can show us cold, hard evidence that our sales representative allowed us to say no without going to get another manager and went over our contract with a fine tooth comb making sure not to leave a single detail untouched, we're sticking with our story that we were deceived and that Palmera shouldn't be rewarded with our hard-earned money for tricking us. A company is responsible for its customer's financial situation when this level of deception is involved. 

  Regarding the settlement, we have no way to come up with $10,000 and have sent counteroffers for more amicable solutions that reflect the fact that you'll resell the property before everything is said and done but no one has been open to negotiation. 

  There are so many things we could do or pay off for that kind of money and our timeshare that we were conned into doesn't come close to priority. 
  
  If Palmera believes the membership, points, and everything associated with the contract is worth $22,000, us giving it back should make everything square with no additional funds paid. 

  Regards,

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

  Business response

  11/07/2024

  Palmera Vacation Club has once again reviewed the complaint filed by Mr. ******** While we are empathetic to his desire to retire, without certain debt, as he shared, his request for cancellation was not approved as there were no issues with his Points Membership, as his Travel History will reflect. Furthermore his request for termination was denied as a result of his having a loan balance for the purchase of the membership.

  Unfortunately it is not the Clubs responsibility to rectify a Members financial difficulties, or desires, resulting from the Members decision to purchase a Membership of which they have used and enjoyed but feel they are done with it at this point.

  However, Mr. ******** request was reviewed and a resolution was offered, despite the outstanding loan balance on his account.

  Respectfully,

  Palmera Vacation Club

  Customer response

  11/08/2024

  [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: 22291155

  I am rejecting this response because:

  That offer is $10,000 that we don't have. We're open to negotiating but that kind of money isn't feasible or fair considering what we've been through with your company. Basically, every time we met with any representative, we were mis lead as to the value of the obligation and the ease of ending the obligation. I did call to see if they would buy it back and were told they would not but gave me the name of a company to sell it to. I looked them up and, for a fee, they list it on their website. No one buys timeshares online and I'd be throwing money away to pray that someone is foolish enough to take this membership off my hands, and my morals won't allow me to put someone in that position. We've sent counteroffers. We're not interested in ***'s loss of profit because you don't get to make a fortune scamming and misleading others. It isn't right. 

  Regards,

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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally in bought2016 and then we paid more ion 2021 or 2022. The total paid was $12000.00 + 17.9 interest.We were told By *** ******** a salesperson or manager that if we did not like it this time, we could sell it back to Palmera which is the only reason we upgraded. You cannot stay at the resort because you do not have enough points 3000 per year to stay there. I have never stayed there proof enough, no enough points. Just for proof you need ********************************************** the resort. When we bought, we could not see for 45 days or so what we could rent for our points for. it was a scam and they or the manager who also came to the table told us we could not look yet at what points would bring without the wait period. we have paid to much for something that is really worthless. We have used it to trade to go to other places, only to pay extra fee or 3 to 4 hundred dollars. basically, we would need to save up points for 2 years to ever go to ****************** in a spring or summer month. I want to sell it back and if they let me in writing I am willing to pay the rest of the money I owe for my original $12000.00m back. There are hundreds of complaints just like this on listed with BBB. Please help we are retired and cannot pay for something which is worthless that you cannot even use. I have stopped paying in the month of August of 24 although I did pay my membership dues. Please help us out of this. I will be happy to speak to the media. ask them why they cannot show you what you get for the points until after the 5 day sign and rescind on contract. Please help with scam I cannot pay for this anymore without any benefits. Nice place although I have never stayed there.

  Business response

  09/10/2024

   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 Mr. ******* in attempt to reach an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Thank you,

  Palmera Vacation Club

  Customer response

  09/11/2024

  I have not heard from them, and I am waiting for them to call me or contact me.  please do not close this case.  Thank you, ****** *******

  Customer response

  09/11/2024

  I have not heard from them, and I am waiting for them to call me or contact me.  please do not close this case.  Thank you, ****** *******

  Customer response

  09/11/2024

  [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: 22220076

  I am rejecting this response because: i have not heard from them, and I am waiting for them to call me or contact me.  please do not close this case.  Thank you, ****** *******

  Regards,

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

  Business response

  09/19/2024

  Palmera Vacation Club has tried to reach Mr. ******* via the telephone number we have on file, ************. Unfortunately, the mailbox is full and we were unable to leave a voicemail. We encourage Mr. ******* to reach out to our **************************** as he has done several times prior in the past eight years, to discuss his submission and Membership and any questions he may have.

   

  Thank you,

   

  Palmera Vacation Club

  Customer response

  09/24/2024

  They have still not contacted me.  One person called and said they would be calling me this week nothing yet.  Hoping to see this week, Thanks Tom  9/24/24  10 09 am

  Business response

  09/25/2024

  Palmera Vacation Club has spoken with Mr. ******* just earlier today and would like to report that a mutual resolution was reached, and agreed on, by both parties.

   

  Thank you,

  Palmera Vacation Club

  Customer response

  09/27/2024

  We just need to review a few days I have been sick with the Flu and will try to do it by Monday.  Thank you

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are writing to you today with a heavy heart and a difficult request that we hope you will understand and consider favorably. As a retired couple in our 70s, we have been facing a series of unprecedented challenges that have significantly impacted our financial stability and overall well-being. Our fixed income, which once seemed adequate to cover our daily expenses, has been increasingly stretched thin.We have encountered rising costs in nearly every aspect of our lives, from the basic necessities like food and utilities to unexpected and substantial medical expenses.Our financial situation took a dire turn when our beloved daughter was diagnosed with a serious and life-threatening condition. She has cancer in her biliary ducts, a diagnosis that came with the harrowing news that she would require a liver transplant as well as a complex and high-risk ******* procedure. This news has been devastating to our family, and we have committed ourselves to being by her side through every step of this arduous journey.Our daughter's medical care is being provided at a hospital nearly five hours away from our home. This distance adds a significant burden, both financially and emotionally. We have been making frequent trips to be with her during her numerous doctor appointments, hospital visits, and treatments.The costs associated with travel, accommodation near the hospital, and time away from home are substantial and are compounded by the expenses for her medications and medical procedures. This is not a temporary situation. Additionally, or property was flooded and we can't even go home till it is dried and fixed. This just doesn't seem to be letting up. Please help us.

  Business response

  09/05/2024

  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 Mrs. **** in attempt to reach an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  08/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2019 we purchased property with your company that we were supposed to eventually own. We use the term own very loosely as there is no true ownership in the world of timeshares as we found out. When we spoke with Palmeras employees, they made it seem as if we would own this, like a condo for instance, and have access it when we chose. They also told us it was possible to make a profit through renting. What they failed to mention was you have a specific time to visit, which you have to fight to get, and there is little to no interest renting these properties out.The ramifications of their dishonesty are still being felt to this day. This was never affordable despite how they crunched the numbers during the presentation. This has added fuel to our financial issues. I, ******, was out of work for quite some time and my income has not returned to where it was when we originally signed this contract. My husband is disabled, so he cant work anymore. On top of the very limited earnings were receiving, we recently had a baby. We do not have any money to spare for Palmera. Palmera purposefully misrepresented their product and they need to be held accountable. The only acceptable resolution is the closure of our account. It won't erase years of hardship they helped exacerbate, but it will provide us some relief.

  Business response

  08/22/2024

  Tell us why here...Palmera Vacation Club has just reached out to **************** on the phone number provided. **************** answered the phone and upon learning who was calling immediately hung up. A second call was placed and it went straight to voicemail and a message was left, with a request to call back.

  We will report the results back to you, if The Members contact us. However, being that calls, emails and texts have been ignored for twenty four months, in some cases, as they are significantly in default on payments, as well as being hung up on today, we are not certain they will.

   

  Thank you,

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This timeshare is a total nightmare, I have been trying since January to cancel this timeshare. I have lost money on owning this timeshare that I don't /can't utilize. It has become a financial burden with no benefits. I sent a certified letter to explain my current financial situation back in May, but still no contact as of today. I will be sending a second certified letter to get this resolved. There were so many lies told and empty promises with this timeshare. I just want this nightmare to be over with. Timeshare foreclosure will be my next option. I have spoken with *** to see about getting it sold, but that too was a waste of my money its been on the market for for over 6 months now, I have lowered the price twice with no results. It's very frustrated that these companies prey on people who try to make a decent living, but when their financial situation changes there's no one to talk to. At this point, I just want to be out of this contract. I need the information of whom to seek in getting this canceled.

  Business response

  08/20/2024

  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 Mrs. ****** 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

  08/21/2024

  [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: 22141424

  I am rejecting this response because: Due to the reason that I'm not willing to close the case until I've heard something or a resolution has been made where I'm confident and progress is being made.

  Regards,

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

  Business response

  08/23/2024

  Palmera Vacation Club has spoken with Mrs. ****** and respectfully shared with her that her "reasons" requesting cancellation are not valid causes, to which she clearly responded that she understood.

  It is not the fault of Palmera that her financial status has changed since becoming a Member three years ago, with her first of two contracts, or that she has elected to pay an outside, unknown Company twice to attempt to sell her Membership, perhaps the "complaint" should be in that direction.

  Mrs. ****** has been working with a Payment Specialist in bringing her Membership Dues current, and that Representative will be contacted, so we can let Mrs. ****** know, as promised and agreed on by both parties, if there are any late fees, or service charges that can be deducted from her balance due.

  We feel, as was shared with Mrs. ******* this is a **************** issue, and not a valid complaint that should have been filed with The Better Business Bureau.

  Thank you,

  Palmera Vacation Club

  Customer response

  08/28/2024

  [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: 22141424

  I am rejecting this response because: I feel as if though Palmera is doing nothing to help ** in this situation and I was not provided any information as to whom I would need to contact to get this timeshare nightmare resolved. Yes, I did seek a third party to get it sold, but as of today I'm still paying for it. I think my financial situation is a valid enough reason to have this timeshare canceled . I simply cannot afford to pay for it.

  Regards,

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

  Business response

  09/06/2024

  Palmera Vacation Club responds to the complaint as follows: The first thing to note is that *** and Mrs. ****** have made two purchases with the Club, in 2021 and 2022, so it is reasonable to assume that all of the alleged issues were not present when both purchases were made. Additionally, The Members used the Club for a stay in 2022 and also April of 2024 through our ****************** where they attended a Member's Update. While it might be, in fact, an issue financially for the Complainant to fulfill the financial obligations of their agreements, that in and of itself is not grounds for termination of their Membership and nothing in the complaint speaks to fraud or misrepresentation in any manner.

  Respectfully,

  Palmera Vacation Club

   

  Business response

  09/18/2024

  Again, Palmera Vacation Club encourages Mrs. ****** to contact our *************************** to discuss her contracts and financing she arranged in 2022 for payment options. We could share a copies of her signed and acknowledged Purchase Terms of both of her contracts, only if need be with respect to her personal information. As shared in one of our earlier responses, Mrs. ****** understood, and agreed, during a phone call, that unfortunately a change in a ****************** situation is not grounds for a cancellation review. We would also like to note that Mrs. ****** did arrange a payment plan with a Payment Specialist in April, but did not meet the promised terms. On a recent call made to Mrs. ******* to discuss that plan, she said she was busy at the moment and would call us back. She did not contact us, but instead rejected our response to the BBB. We feel this is an issue that should be discussed between Palmera and The Member and not as a "complaint" with The BBB.

  We are in hopes that Mrs. ****** will contact us as we can be reached Monday through Friday on the numbers she has been provided.

   

  Respectfully,

   

  Palmera Vacation Club

  Customer response

  09/19/2024

  [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: 22141424

  I am rejecting this response because: Upon the times that I have contacted Palmera's **************** in regards to this matter there was never a resolution to situation other than what I'm being told that my financial situation isn't grounds for canceling my membership. I wholeheartedly understood what I was signing in regards to the contract, however, the *** stated that I could cancel this timeshare at anytime. So with that being told that is what we were under the impression of. We were never told that there's stipulations to have the contract canceled. Had we been informed of this we definitely would not have signed any contract. I did arrange a payment plan back in April, but again my finances aren't allowing me to pay on this timeshare, maintenance fees and past due amounts. I can't utilize the timeshare because of the past due on the maintenance fees, so what is the point of me continuing to pay on something I can't or will never be able to use . This issue being discussed between Palmera and I isn't getting anywhere other than me further into debt with this timeshare. Palmera only wants to discuss option of keeping this timeshare paid on and that is not the resolution i'm seeking.

  Regards,

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

  Business response

  09/27/2024

  Palmera Vacation Club has no responsibility for a member's financial issues and inability to afford to fulfill the obligations under their contract. On the initial phone call made to **** ******, it was respectfully shared, that unfortunately her submission was not grounds for cancellation, to which she clearly replied she understood. In regard to her statement of being told she could "cancel at any time", even with an outstanding loan balance, In their Contract, on their Understanding and Acknowledgements, both *** and ****  ****** signed and acknowledged "I understand that the Purchase Agreement contains the entire agreement between Seller and Me, and I may not rely on any representations, oral or written, which are not set forth in the Purchase Agreement or Public Offering Statement". They acknowledged this on both of their Purchase Contracts. While it might in fact be an issue financially for the Complainants to fulfill the financial obligations of their agreements, that in and of itself is not grounds for termination of their membership and nothing in the complaint speaks to fraud or misrepresentation in any manner.

  Respectfully,

  Palmera Vacation Club

  Customer response

  09/30/2024

  [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: 22141424

  I am rejecting this response because: At this point, can I please be directed to whom I would need to speak with in regards to this being canceled. I have seen quite a few reviews about memberships being canceled due to the members finances regardless of any contract and the misrepresentation of Palmera.

  Regards,

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

  Customer response

  10/09/2024

  [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: 22141424

  I am rejecting this response because: I returned phone call and left a message. Will report back after speaking with representative.

  Regards,

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband and I have lodged multiple complaints regarding our timeshare agreement with Palmera Vacation Club, seeking termination of our contract due to significant life changes and financial strain. Two years ago, *** suffered a stroke, leaving him mobility-challenged and complicating our ability to travel. Despite assurances from Palmera to resolve issues related to our ************** property, we were coerced into upgrading to a new program, which added financial pressure on us. We faced a $2,200 special assessment, only partially paid with the remainder on a payment plan, further burdening our finances. As retirees, we prioritize cost reduction and find the ongoing expenses associated with this timeshare unmanageable. Palmera's customer service is ridiculous and no help whatsoever, there revolting and a lack of sympathy. Despite previous requests, we have received multiple bills without resolution and emphasize our inability and lack of desire to use the timeshare. We have insisted on immediate cancellation of the contract without any further delays, seeking reimbursement for our troubles and closure of our association with Palmera. We repeated requests for cancellation and have not been met with a satisfactory response, compelling us to escalate our plea for resolution.

  Business response

  08/15/2024

  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 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

*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. ↩