Complaints

This profile includes complaints for Palmera Vacation Club's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Palmera Vacation Club has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Palmera Vacation Club

  33 Office Park Road, Unit 219 Hilton Head Island, SC 29938

• 

  Palmera Vacation Club

  PO Box 7602 Hilton Head Island, SC 29938

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They lied continuesly and contract is a lie they breached contract and refused to provide services promised and tried to collect double payment for cleaning services. We can't even book a week because they purposely have dates blocked off that they aren't booked for.

  Business Response

  Date: 08/14/2024

  Palmera Vacation Club is in receipt of the recent complaint filed by *************************, File No. ********.We appreciate the opportunity to address the situation and will 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

  Business Response

  Date: 02/19/2025

  Tell us why here...Regarding the Complaint filed by ****** ******, File No. ********, which was originally closed as Answered on August 20th, 2024, yet reopened with a different topic on February 14th, Palmera Vacation Club responds as follows; 
  
  *** and Mrs. ****** became Palmera Members on June 23, 2024. Two weeks later, they were contacted by a **************** Representative to verify contract information, as well as the free stay they were awarded, to come back to ******************* Their initial complaint with The BBB was filed on August 8th, which was responded to by Palmera Vacation Club on August 14th and closed as Answered on August 20th. However, Palmera reached out again on September 7th to see if the Members had any questions on their Membership. ******************* made a reservation on September 12th, using their travel points for a stay, on the island, in a two-bedroom unit beginning October 17th. The Members also contacted a Reservationist at Palmera regarding that reservation, the day before arrival on the 16th, and asked that it be cancelled and a new one made for three-bedroom units. Typically, this would be beyond the cancellation window, but as an approved Courtesy a new reservation was made for them with no penalty. It is noted that the same **************** Representative who had been calling to help coincidentally contacted them on October 17th, again to offer service, and spoke with *** ****** who stated, they were good for now and were actually coming to ****************** that week. They had also made a reservation in September for June 29th- July6th 2025, but a cancellation applied to that reservation, per The Members request on October 16th, with a full refund of points. 
  Their complaint was re-opened this past Friday, the 16th and in reviewing the notes for this response, ironically, we see communication this week between a Palmera Representative and Mrs. ****** as recent as today. Their points balance was reviewed and explained for accuracy, explanations of how to use their program, along with their free stay were discussed and a resolution was offered and accepted by The Member for travel throughout the *** system as well as back to a Palmera Resort which was explained in detail to Mrs. ******* ******************* are encouraged to continue to contact our **************** Department for assistance with travel or any questions they may have in the future. 
  Thank you. 
  Sincerely, 
  Palmera Vacation Club 

  Customer Answer

  Date: 02/20/2025

  [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: 22108898

  I am rejecting this response because: The statements that are being made are incorrect. The stay in October was for a funeral and inorder to allow family to stay with us we upgraded for the 3 nights we did not cancel however we did have to cancel the family vacation scheduled for June because we were told we didn't have enough points!  As for our free stay this free stay costs $149 to use and can not be used during any peak time and the peak time is March -November we have children in school and this free stay is only at the hotel not at the resort we supposedly have ownership in.  We were told that the points we were offered would be enough for 2-3 vacations a year. We pay the vacation club over $2,000 a year and still with ownership We are having to book through third agencies to have our family vacation at a resort we have ownership in because it is only $1600 that way!  I have documentation stating that we would receive our allotted points on top of 5000 bonus points within 60 days of joining however we never received our allotted points for last year. 

   

  WE have made several calls and been told they would be returned with no return call. **************** states they can not help! Company has not reached out to us nor have they offered a "Free" trip only a weekend stay in the hotel for $149

  Regards,

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

  Customer Answer

  Date: 02/23/2025

  This is all not true and there has been no end result. The company is lying! The way I was able to speak with some one was after numerous calls I made to them that they did not return. The points are still incorrect according to the documentation they provided me and I am still having to book through a third agency to get another room to accommodate my family. Never had there been a free vacation given only vacation that require additional out of pocket cost. Also said contract is not with *** it is with them 

  Business Response

  Date: 03/04/2025

  Palmera Vacation Club would like to report that this complaint has been mutually resolved. After discussions and conversations with Mrs. ******* as of today, a resolution regarding their  inquiry on their Purchased Travel Points, as well as adjusting a reservation they has previously booked to a larger unit, for the Week of June 29th,  was offered and has been accepted by *** and ******.

  Thank you for the opportunity to address the complaint.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10 November 2022, my wife ***** and I attended a sale presentation at Palmera Vacation Club. ******************************* was our Sales Representative and ***************************** was the verification Manager. During the Sales presentation. We were informed by ********* that we could sell back our membership at the rate of points at the time of reselling back our membership. This could lead in a profit for us. We questioned this tactic no less than 5 times. ********* mentioned that we should use the vacation times and look at the transaction as an investment. In the end we traded our timeshare at ********** Resorts for $7031.00 plus an additional $6169.00 for a total of $13,200.00. This was paid via credit card. In July 2023 I contacted ********* to inquire as to how to sell back the membership points. He stated that Palmera was not yet finished building the last property and have not begun buying back any memberships. He did offer an outside broker to sell the membership points for me at a cost. I did not take him up on tis offer since Palmera should buy it back as stated in the sales presentation. On 17 July I texted ********* and did not receive a response. Today I contacted the toll free number for Palerma. I was informed that there is no such program, and they only offer a deed turn in program in which I could forfeit my deed. There have been 5 other similar complainants on 30 Aug 21, 15 Nov 22, 21 Dec 22, 24 Oct 23 and 29 Jan 24. Something needs to be done with this these deceitful sales tactics from this company.

  Business Response

  Date: 08/06/2024

  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 resolved.

  Thank you,

   

  Palmera Vacation Club

  Customer Answer

  Date: 08/06/2024

  [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: 22062358

  I am rejecting this response because: As of now Palmera has not yet reached out to me.  Once they do, I will respond.

  Regards,

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

  Business Response

  Date: 08/14/2024

  A Representative from Palmera Vacation Club spoke with ******************** this morning. The Member will be sharing some additional information, via email, and they have made plans to speak again after review.

   

  Thank you for the opportunity,

  Palmera Vacation Club

  Customer Answer

  Date: 08/15/2024

  [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: 22062358

  I am rejecting this response because: Although we are speaking no action has been completed yet.  We are in communications

  Regards,

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

  Business Response

  Date: 08/22/2024

  Palmera Vacation Club is in review of the recent information ****************** sent and will be in touch with him, as promised.

   

  Thank you.

  Customer Answer

  Date: 08/26/2024

  [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: 22062358

  I am rejecting this response because: I have not heard from Palmera since I sent them copies of text messages.  I understand they are reviewing.  Will update after I hear from them.

  Regards,

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

  Business Response

  Date: 09/04/2024

  Palmera Vacation Club has spoken with ****************** in order to address his submission in which he shared some text messages from July 2023. It was explained to ****************** that the messages did not support his complaint. Options were offered for other avenues and ****************** is encouraged to contact *************** for any further questions or assistance.

   

  Thank you.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company to verify the status of my timeshare account and was informed that it was officially canceled towards the end of February. When I requested written confirmation, they declined. Since then, I have sent several emails to the resort, ******************* and ARDA,asking for written confirmation of the phone assurance for my records. I have faced poor treatment from this company for months and will not accept a mere phone confirmation of the cancellation, only to later demand more money or claim a reversal. They now insist my account is "inactive," though it was never "active" as we never used it after learning of their deception. All we seek is written confirmation of the timeshare cancellation to move forward. They have ceased responding to our emails. I reminded them that their Palmera representative confirmed the cancellation. Why provide verbal assurances without written backup? This issue began with your company's verbal promises on the timeshare in the first place. They failed to provide any help or investigate the inaccuracies happening in their sales team

  Business Response

  Date: 08/06/2024

  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 **************** to address her request in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been resolved.

   

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 08/07/2024

  [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: 22057030

  I am rejecting this response because: I kindly request the results of the resolution to be shared here via BBB. I prefer this direct
  approach to avoid any potential delays in communication. My initial contact with BBB was due to
  concerns over follow-up and response issues from the business.

   

  Regards,

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

  Business Response

  Date: 08/09/2024

  With consideration of personal information, a copy of the letter that was sent to *******************************, in July of 2023, was emailed to the address provided in her submission, as opposed to sharing in the response. The account was closed July 31st, 2023, as we respectfully feel this complaint should be as well.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 08/13/2024

  [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 still dont understand why you cant send a cancellation letter as opposed to saying the account is closed.  Im going to assume they are the same and since I am beyond frustrated with this matter I am reluctantly excepting that the matter is done.

  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

  Date:07/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Palmera Vacation Club regarding the timeshare agreement I entered during a stay at one of their resorts on ****** **** Island, South Carolina. During my visit, I was presented with an incentive to attend a sales presentation, which I accepted. The representatives assured me that the timeshare agreement was a remarkable opportunity. They also guaranteed they would resolve an issue concerning a point purchase from several years prior if I agreed to sign the contract. At the time, their promises seemed credible and beneficial. However, my financial situation has deteriorated significantly since signing the contract. As of July 23, 2024, I am 78 years old, and my age severely limits my earning potential. I now subsist on a substantially reduced income, making it impossible to keep up with the ever-increasing maintenance fees associated with the timeshare. Over the past year, I have repeatedly sought assistance from Palmera Vacation Club, explaining my dire financial situation. Despite my numerous requests, Palmera has persistently refused to offer any form of relief. Instead, they have exacerbated my distress by issuing collections notices in response to my pleas for aid. The ongoing financial strain and lack of support from Palmera Vacation Club have left me in an untenable position. I believe Palmera’s handling of this issue has been predatory, particularly given my age and significantly reduced income. Therefore, I respectfully request that the Better Business Bureau intervene on my behalf to seek a resolution that alleviates this financial burden and holds Palmera Vacation Club accountable for their promises and practices. Thank you for your attention to this urgent matter.

  Business Response

  Date: 08/02/2024

  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 completed.

   

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Palmera Vacation Club grossly oversold us on their membership value at the time of purchase. We attempted to issue a cancelation notice in January 2024 and have still be waiting on this issue to be rectified. Palmera responded to our notice of canceling by offering us an Approval of Surrender Notice and they would charge us an additional $7,500 for a processing fee if we chose to surrender our membership. The purchasing of this membership was due to grossly inaccurate and blatant misinformation provided by the sales personnel with your organization. The perceived value of your membership was communicated in a way that is simply untrue or inaccurate. The usage of the point system, along with the overall quality of the product, is nowhere near the reality of the value that was sold to us on the date of the purchase.We were told that a 7 day trip could cost a range of ********* points and could travel to any destination across the world at this rate. We purchased a membership for the amount of $30,295.00 which included 4000 points per year to go towards booking vacations. We did not have access to the actual website to fact check the claims by the sales person upon our time of purchase, nor did we have access to our membership and account online for a month following our purchase. Included in the agreement, we had a 3 day ***** period to cancel for any reason, but we were unable to login to our account during this time-frame. Upon finally gaining access to our account, we realized that most vacations were ranging from ********* points per 7 day stay in most locations. We sent an email with proposed terms to seek a cancellation and refund in full.

  Business Response

  Date: 07/24/2024

  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 the Member 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 Answer

  Date: 07/25/2024

  Please leave this complaint open and do not close. They stated in their reply that they would be reaching out to find a resolution. I will follow up with another update as soon as I hear from the business.

   

  Thank you, 

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

  Customer Answer

  Date: 07/26/2024

  [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: 21999903

  I am rejecting this response because:

  Please leave this complaint open and do not close. They stated in their reply that they would be reaching out to find a resolution. I will follow up with another update as soon as I hear from the business.

   

  Thank you, 

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

  Regards,

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

  Business Response

  Date: 08/02/2024

  A Representative from Palmera has reached out to ****************** and left a message on the number provided.

   

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 08/08/2024

  [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: 21999903

  I am rejecting this response because: I received a call from Palmera while I was in a meeting. I returned their call and have left multiple voice messages to attempt to connect. Please have someone with your organization contact me as soon as possible.

  Regards,

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

  Business Response

  Date: 08/14/2024

  Palmera Vacation Club has left a voicemail for ****************** to contact us at his convenience. We are sorry his returned call was missed previously.

   

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 08/15/2024

  [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: 21999903

  I am rejecting this response because: We are still waiting for a decision to be made by Palmera. This issue remains open. 

  Regards,

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

  Business Response

  Date: 08/22/2024

  As promised, and per the Member's request, a Sales Manager has spoken with ****************** this week in regard to his Membership. In addressing the situation, at least three different options pertaining to his Membership, were offered for his consideration, and it was agreed that ****************** would call back with any additional questions.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 08/22/2024

  [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: 21999903

  I am rejecting this response because: I am waiting for the sales manager to help get me in contact with your partner organization that sent me an offer to surrender my membership. I will need to discuss the terms in their offer. Hopefully we can come to a resolution once I speak with them. 

  Regards,

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

  Business Response

  Date: 08/27/2024

  We apologize for any confusion regarding the contact information needed, as ****************** does have the correct email and mailing address needed in order to answer his questions on that transaction. He actually shared a letter he and received and responded to and may use that avenue for further information. 

  Thank you for the opportunity to address his submission. Options were discussed and going forward, ****************** may contact Palmera Vacation Club with questions regarding that conversation.

   

  Respectfully,

   

  Palmera Vacation Club

  Customer Answer

  Date: 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: 21999903

  I am rejecting this response because: The issue has still not been resolved. I will be emailing the organization today to attempt to communicate and come to terms.

  Regards,

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

  Business Response

  Date: 09/06/2024

  Palmera Vacation Club has not received an email, or correspondence from ****************** since his last submission. Again, he can contact the *************************** should he wish to continue the conversation he had with ******************** on August 27th.

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 09/12/2024

  [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: 21999903

  I am rejecting this response because: I've attempted to make contact via email to discuss terms of the cancelation. Their response was to reach out to member services. I've spoken with the member services manager and they are not being helpful. This will remain open until they contact me to discuss terms of the cancelation. 

  Regards,

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

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since February, we've been trying hard to get our timeshare canceled by sending emails. In March, we even followed the instructions to contact the Property Team, but we haven't heard anything back. Owning this timeshare has been nothing but trouble for us. It's become a financial burden with very little benefit. The cost of keeping it up is way more than we'd usually spend on vacations, and it's straining our family's finances. We've tried everything to sort this out, but ****************** isn't responding.

  Business Response

  Date: 07/20/2024

  Elite ************ (ERG) is the management company for Palmera Vacation Club.  ERG has no role in anything having to do with membership sales or cancellations.  There is nothing ERG can do with regard to this complaint. 

  Business Response

  Date: 07/29/2024

  Palmera Vacation Club is in recent of the recent complaint filed by ***************************, File 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.

  Thank you,

  Palmera Vacation Club

• Initial Complaint

  Date:07/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction Oct 5 2023 Promised many options to choose from for the Money. Was even shown places at presentation But when we tried the service it was garbage The options were not there.Lied to about what it wud offer Us We wud have had to SPEND even More to book something decent. Dishonest Lied to Did Not fulfill Service as promised Will Not Give Back a Vacatipn Package we have Owned since 2006

  Business Response

  Date: 07/23/2024

  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

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 29,2023 the Palmera Vacation Club representative flat out lied about what ****** would do for us. I was looking to get out of a Diamond Time Share Contract. I was told that Palmera had a way to buy out our contract within about 6 months with about $5,000 remaining to totally pay off a new contract with Palmera. In the end we would own ****** points with Palmera with annual fees of about $2,000 per year as opposed to the Diamond shares costing about $9,000 per year. When I tried contacting the representative that sold me on the contract, he was never available and did not respond to messages left. As the months went buy it was clear that I was not getting any response from Palmera. On April 29,2024 I went back to the Palmera office. My representative was apparently not there again. A supervisor came out with a new contract explaining that their had been some mistakes in the monthly billing process and that we needed to update the contract, going from a 15 year contract to a new 10 year contract and that there would be no problems selling our diamond contract. The manager meeting with us simply said that the prior rep should not have told us that he could get us out of the Diamond contract as he did. Actually admitting that we had been lied to. I am *************************************************************************************************************************************************************** ***********, SC. This is elder abuse in it's most devious form. I want help cancelling my contract with Palmera.

  Business Response

  Date: 07/17/2024

  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.

  Respectfully,

  Palmera Vacation Club

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought into this timeshare back in 2014 for $14K and this is paid off. We upgraded our plan in 2021 and paid another $3395 and we were told that we could end this agreement anytime and this wouldn't be left to our children. Well, guess what, that was all lies. I called 6/25/2024 to cancel. I was told that it would be a new program, cost us another $6395 and we would have to pay monthly fees for another 5 years (12/31/2029) and then we would be out of it. It was another pressure tactic that we had until 6/30/24. If we didn't sign by 6/30 and fedex it back on 6/29 the end date would be 12/31/2030. So, the 5 years is either 5.5 years or now 6.5 years. I just want to quit claim this property now, there is nothing in the previous contracts that say you have to give 5 years notice, etc. This is just another way to get even more money from. We just want out of this timeshare. We have paid $17,395 plus 10 years of maintainance fees

  Business Response

  Date: 07/15/2024

  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 Ms. *** in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been completed.

   

  Thank you.

  Respectfully,

  Palmera Vacation Club

  Customer Answer

  Date: 07/16/2024

  Palmera has not reached out to me as of 7/16/2024 at 10:30am 

  Customer Answer

  Date: 07/16/2024

  [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: ********

  I am rejecting this response because: Palmera has not reached out to me to review, negotiate, etc 

  I can be reached on my cell at ************

   

  Regards,

  ***** ***

  Business Response

  Date: 07/24/2024

  A Representative from Palmera was able to speak with Mrs. *** regarding her submission and request, which was actually addressed last Fall via email. Steps are being taken to move forward to a mutual resolution.

  Thank you.

  Palmera Vacation Club

  Customer Answer

  Date: 07/25/2024

  [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: ********

  I am rejecting this response because: Yes, ****** reached out on 7/23/2024. Last July, 2023 I had sent an email about getting out of this timeshare. According to ****** there was a response and we were approved to surrender this timeshare on 9/19/2023. I went back through all my emails, etc. and I didn't receive this. I called ****** on 7/24/2024 and left her a message. No return call. If we were approved to surrender this we need to know what the next steps are, cost, etc. I was told by calling that we needed to send another email, that could take 8-12 weeks, so again, if we don't get this email we are back to square 1. The email from 9/2023 should have had a link, instructions and contact person. I would like to get this information so we can proceed and not have to wait 3 more month in hopes of getting an actual email. 

  Regards,

  ***** ***

  Business Response

  Date: 07/31/2024

  Palmera Vacation Club was in contact with Mrs. *** and arranged for the information that was sent to her previously to be sent again, which it was on July 30th.

   

  Thank you,

  Palmera Vacation Club

  Customer Answer

  Date: 08/02/2024

  [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

  Date:07/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Customer Answer

  Date: 01/22/2025

  Dispute has been settled.  Please remove complaint.