ComplaintsforThe Consultant Group/ Premier Resorts Destinations

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ?On 8/15/23 my wife & I entered into a contract with Premier Resorts. At their presentation they indicated their size allows them to garner the best deals without having to pay any booking/other fees. For a $5244 purchase price they promised worldwide travel with $1000s saved. They said we’d recoup our $5244 investment within the year since we’re frequent travelers. My complaint: 1. Premier Resorts breached their contract by failing to provide what they promised & 2. They misrepresented their service, deceiving us into signing on with them in the 1st place. Attached is the rest of the complaint (Attachment 1) and our 10/16/23 letter to Dean Spigner, owner/principal, outlining our dissatisfaction with his company (Attachment 2).

  

  Business response

  04/01/2024

  There was no misrepresentation of the services we provided.  It is unfortunate that the motel they requested was input incorrectly on site.  We stand behind our service and reputation for over 11 years of service.  We do strive to satisfy all customers.  In this case, we will refund the customer.  Even though the customer hasn't given our service a fair chance and it is well past the 3 day cooling off period which is clearly stated in the paperwork.

  Sincerely

  Premier Resorts

  Customer response

  04/10/2024

  Thank you for intervening in this matter.

  
  Please note that we did give Premier Resorts a fair chance and, as outlined in our complaint, their promises were not kept.

   

  Also please note that we did receive a refund from Premier Resorts but it was not a full refund as implied.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In June 2022 we paid $4,194.00 for a membership with Premier Resorts. Their claim was that they could save us a substantial amount of money on travel. In the past year we have found that what was presented to us during the presentation we attended was falsely advertised. We have priced several hotels and only found savings of a few dollars a night off the regular rates averaging under a 5% savings. On April 20, 2023 I called and spoke with a representative at Premier Resorts to price a potential cruise we are looking at taking in 2024. The savings they could offer us was only $100.00 on a $9,100.00 cruise. We feel that they have misrepresented their ability to get us any significant savings on travel. Our membership wasn't due to renew until June 2023 and beginning months prior to our renewal date we began receiving emails and phone calls wanting us to renew and suggesting we renew for 3 years. I spoke with several of their representatives stating my disappointment and concerns and telling them we were not ready to invest any more money into this membership, especially for 3 years. The phone calls were relentless and I had asked to have our account marked not to call us again, but yet they continued. It got to the point of harassment, the calls were nothing less than hard sell calls and the reps were very persistent and some refused to take no for an answer. It was clear that they are being paid on commission and are instructed to put pressure on members to renew. Finally someone listened and put us on the “do not call” list and the calls have stopped. This type of harassment and hard pressure sells tactic raised a red flag indicating to us that they have difficulty in retaining members. If they are indeed able to fulfill the promises they made in providing the services they offered, this type of harassment would not be needed. We truly feel they intentionally deceived us in making us believe they could provide something they cannot and we want a refund.

  

  Business response

  07/05/2023

  Response to ******* Complaint

  The ********* are asking for a refund for the travel package they purchased on June 9 2022.  Enclosed is a copy of the paperwork they signed which gave them a 3 day right to cancel without penalty.   In this case that didn't happen.  As a company our successful record speaks for itself.  We understand that all customers will be 100% satisfied with each discount received on each trip taken.  The instance for the cruise is an exception, usually we offer significant discounts on cruises and have thousands of satisfied customers for cruises alone.  In addition, the discount travel program offers discounts on hotels, car rentals, condo weeks, excursions, to mention a few.

   

  As an offer of good faith, we will refund half the monies of the 4194.00  which equals $2,097.00.  and allow the ********* to continue the membership under the terms which they signed if they choose to do so.  As a company we feel this is a solution that all parties can agree too.

  Since we have had only 2 complaints in the past 12 years, we would like for this to be expunged from our record. 

  Please let the ********* know about this fair offer.

   

  Premier Resorts

  

  Business response

  07/16/2023

  ****** *** ****** *******,
  
  Thank you for taking the time to voice your concerns. We at Premier Resorts understand and value your feedback. However, it is vital to clarify some aspects of our services and reassure you about your membership's inherent value.
  
  Firstly, it is essential to note that our agreement complies with the Federal Trade Commission's (FTC) three-day "Cooling Off" rule, which stipulates that customers are given three business days to cancel a sales contract without penalty. This rule has been implemented to protect consumers and ensure a fair marketplace.
  
  Regarding your claim of insufficient discounts, Premier Resorts operates within a dynamic pricing environment, especially regarding cruise packages. Travel service discounts can vary, ranging from a few percent to 82% from the public price. While we cannot guarantee a specific discount, we offer all our members a 110% price guarantee, committing to beat the public price whenever possible.
  
  As mentioned, we extend complimentary Concierge service for one year to all our members to enhance their experience and guide them in navigating our platform to find the best value. Regrettably, this service has not been utilized in your case.
  
  Over the years, we have been able to book vacations for our members to numerous destinations at significant savings. Members have often saved over $1,000 for a week's worth of accommodations; in some instances, savings have exceeded $5,000 for a single week of vacation.
  
  Your membership agreement clearly outlines these terms and highlights the three-day window for a full refund. We stand by this agreement and are prepared to assist you further in exploring travel plans and achieving the best value possible.
  
  In response to your comment about our complaint history, the record we mentioned is accurate. Transparency is one of our core principles, and we assure you that the number of complaints cited has not been altered or expunged due to any settlements.
  
  Finally, we understand your request for a full refund. However, given the cancellation period outlined by the FTC and our agreement has passed, we cannot process a full refund. However, we will stand behind our original offer for half refund to help offset your cruise and we encourage you to continue utilizing your membership and our services to fully experience the potential savings and benefits that come with being a Premier Resorts member.
  
  Thank you once again for your feedback. We hope this response clarifies our policies and practices and that we can work together to maximize your membership.
  
  Yours sincerely,
  **** *******
  Premier Resorts

  Customer response

  08/06/2023

  The last correspondence sent to the business was on July 17, 2023. It has now been 3 weeks with no reply from them.
  
  I contacted the BBB via phone on Friday, August 4th and they suggested that I call Premier Resorts and said if I still didn't receive a reply I was to let them know. Immediately after speaking with the BBB I tried contacting **** ******* direct on the cell phone number that I had been given for him *************). I received his voicemail and left a detailed message at 10:31 am EST on Friday, August 4th. As of today, August 6th I still have received no reply either by phone or through the BBB portal.
  
  On a side note, we had tried contacting Premier Resorts directly regarding our grievances prior to filing a complaint with the BBB. We sent them three emails to the email address listed on their website ************************* and received no reply to any of them. The first was sent on May 9th, the second on May 12th and the third on May 19th. All of them were completely ignored. 
  
  The total lack of communication and disrespect of not having the common courtesy of acknowledging our initial complaints along with the fact that we've found no evidence of any truth in their claim to be able to give us any kind of significant savings on travel has lead us to the decision this is not a business that we have any desire to continue a relationship with.
  
  We would appreciate them letting us know when and in what manner they intend to honor their agreement to give us a 50% refund of the money we paid for our membership. 
  
  It still pains us that they will be keeping the other 50% and this is money we've lost with nothing in return from them. Apparently this is a company without a conscience. 

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

  
  

*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. ↩