ComplaintsforWesley Financial Group, LLC

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I contracted with Wesley Financial in April of ************************************************* hindsight, we should have seen their high pressure (Timeshare 2.0) tactics in closing the sale as a red flag; on our intake call, we had to decide right there in order to receive a "discount" price, which was the difference of around $2,000. We were however, beyond frustrated with our time share and just wanted out. Our timeshare was fully paid for and our maintenance fees were current. We decided to proceed and paid Wesley Financial $6,000. Once we started the process, we learned that our timeshare had an exit program in place - for $1,000 they would release us from the liability. This was not an isolated offer just for us, it is an established program that Wesley Financial had to know about when we contracted with them. I requested Wesley Financial refund us $1000 to cover the exit fee. They agreed to cover the fee.Our Wesley Financial representative, *************** drafted a total of 3 emails that we in turn sent to our timeshare company. In July of 2022 we had purchased a "sampler" package just to get out a meeting. One of those emails did accomplish a refund of $1685. Our agreement stated that Wesley Financial receives 35% of any refunds, which would mean we technically owe them $508.50. We missed that detail due to the high pressure intake call and little time to fully review the contract. Besides we hired them to work on our behalf. What was the $6000 for????In summation we believe that Wesley Financial did not preform $6000 of work and made them the following offer via email 1/10/2024. They replied that they will either reimburse us for the exit fee or take that amount off the recovery fee (which is the fee from the refund I helped you obtain from the timeshare). Our offer is outlined below:$6000.00 -$508.50 (35% refund fee) (we keep this and do not pay)-$1000.00 (Exit Fee) (WF refunds us this amount)$4,491.50 total to Wesley Financial That would mean that Wesley Financial received $4,491.50 for approximately 10 very brief email communications; 3 of which included info for us to use in communicating with our timeshare and **** minute phone calls. I would say that is more than adequate compensation.

  Business response

  01/26/2024

  We have recently spoken with the consumer and addressed their concerns. We have resolved any issues and are pleased to report that we have reached an agreed upon resolution. We are thrilled that you are now timeshare free! If there is anything more we can do to assist you, please dont hesitate to contact us. Thank you.

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Wesley Financial was timely in responding and did resolve the issue to my satisfaction.

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

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction November 22, 2022 The amount of money paid to the business $6,100.00 What the business committed to provide you Get out of my timeshare Whether or not the business tried to resolve the problem Yes Account/order/tracking number INV-NS00090002 If the issue involves advertising, when and where the ad was seen or heard Ad heard on the radio and on ********

  Business response

  01/19/2024

  We are happy that your timeshare was canceled through our process. Although we do our best to assist our clients in obtaining a refund from their timeshare, it is important to note that this is not always possible and is not part of our guarantee. Each case is unique, and numerous factors may affect the outcome. Our primary goal is to support you throughout the process of ending your timeshare. While we understand that receiving a refund would have been ideal, our main objective is to assist you in achieving timeshare resolution.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I were seeking help to get out of a time share with ********************. We said that we were having trouble paying for it as we had a large reduction in salary. Wesley said to give them $1,000 down and then pay another ***** across 3 months, while paying 580 to wydham each month. When I contacted Wesley because we coupd not afford both, they stated that they were keeping the $1,000. No work to end the time share had even begun,,as they said they dont begin the process until they received the ***** down. So now I still have a time share and Wesley is not refunding my $1,000.

  Business response

  01/19/2024

  ***********, I have reviewed your file and noticed that you have decided to terminate our services. I would like to inform you that we had started to work on resolving your timeshare situation and we were making some progress. However, due to some billing issues, we were unable to continue moving forward with the resolution. Our team reached out to you on January 3rd, ****, to discuss your case, but the call was abruptly ended. Unfortunately, you are not eligible for a refund, which is outlined in our enrollment agreement that you signed on July 18th, 2023. Once you terminate services with us, all work will stop and any remaining balance due to us will be waived. Please reach out to us if you need further assistance or clarification.
  Thank you.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 15, 2020, we entered into a agreement with Wesley Financial after talking over the phone with *********************, Vice President, of Wesley Financial Group. With the purpose of Wesley assisting us in getting out of our timeshare agreement with Westgate Resorts. Besides ****, we also talked to an intake person who went through the process. Several times through out the conversation they mentioned the money back guarantee if they could not get us out of the timeshare agreement. Both **** and the intake person failed to mention that there was major risk to our credit in the process, that eventually resulted in approximately 30 months in the process, that it forced **** to file Chapter 13 Bankruptcy. After 38-months in the process, I was informed that Wesley was no longer going to be representing me. I have tried to reach out to Wesleys ********************* via certified mail, 2-different times:1. With tracking # **********************, the letter was delivered in or at the mailbox at 11:40 am on October 20, 2023, in ********, ** ***** 2. With tracking ********************** was delivered to the front desk, reception area, or mail room at 12:17 pm on November 20, 2023, in ********, ** *****. The item was signed for by A *******.As of today, we have not heard a word from anyone regarding this matter. One we would like our money back as it was guaranteed and a response.

  Customer response

  12/21/2023

  Hello,

   

  Wesley Financial has reached out to me this evening, 12/21/2023.  

  We have agreed to let Wesley look into to see if they can help get myself **** off the Westgate contract.  

  With the upcoming holiday and most of Wesley being closed for the holiday week, 12-22-23 thru 01-01-2024, Wesley will be sending me a contract extension for review and we will re-evaluate the situation around the 01-09-2024.

  Thank you 

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

   

  Business response

  12/29/2023

  Thank you for providing your feedback. As every timeshare situation is unique, credit *** sometimes be affected during the resolution process. We have been in contact with the consumer and addressed their concerns. They have decided to continue working with us to resolve their timeshare. We appreciate your cooperation and thank you for choosing Wesley.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We first said we didn't want to go with Wesley because we felt like we were at the time share presentation all over again. The pressure was definitely there. Then after thinking about it I didn't know how else we would get rid of the timeshare. I explained we were close to BK. We signed documents and didn't even have a welcome call yet. I requested a cancellation at that point. We did sign a contract, but they didn't even start working on our file yet. They won't even give us a partial payment back. I just can't believe this I really feel like I'm back in the timeshare cycle. If you don't have information about my timeshare how can you work on it. We tried to cancel it very soon after signing since we figured we had to file BK. What was the point of paying for this at the same time as BK. They are just out for a buck. Keeping money when not even working on our case. SCAM

  Business response

  12/19/2023

  We are sorry to hear about the situation you are currently going through. Our records show that we tried to contact you on November 28th for an introduction call, but we couldnt get through. As a result, we sent an email to reschedule the appointment. You have already signed our agreement, which acknowledges the policies and procedures that will be followed throughout the timeshare resolution process. However, if you file for bankruptcy, we wont be able to assist you further until that process is complete. Our team has reached out to you to clarify your specific situation. Please contact us as soon as possible to discuss the matter and explore potential solutions.

  Customer response

  12/20/2023

   
  Complaint: 20962724
  
  I am rejecting this response because: I have already talked to 3 people. Told them I was cancelling it and I did reschedule my appointment if you look.  Then before it I cancelled.  It is pointless for me to pay you to get rid of my timeshare when I'm declaring BK and they will be getting rid of it then.  I would just like a portion of my money back.  I have the same phone number for years, so no one has tried to call me after I cancelled.

  .
  
  Sincerely,
  
  *********************

  Business response

  12/29/2023

  We apologize for the inconvenience, but please note that if you have filed for bankruptcy, we are unable to provide further assistance at this time as it goes against our agreement. Once the bankruptcy process has been completed, please feel free to contact us again and we will be more than happy to assist you and discuss your options further.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I contacted this company as we had heard many ads from them, including on ********* promising they would be able to help us get rid of our timeshare or we would pay nothing. In our telephone conversation with them we both understood that we would not have to pay any further maintenance fees. They have really not done anything that we could not have done ourselves. They draft letters for us to then send or email to the company ourselves. There has been no contact by them to the timeshare company on our behalf. We received our yearly maintenance bill in the mail this week. I contacted them to double check that we should not pay this and were told that they could not advise us on this, but there is usually better chance of a resolution/settlement if we are current on our maintenance bills. After this conversation, I did what I should have done before we signed with them and looked them up on BBB. I found that we are just one of many people who have been fooled by them and are now out way more money! Our contract with them is for 3 years, and I have no doubt that at that time we will be no further ahead, and in fact further behind by having to continue to pay the maintenance fees. I also noted that some people said the company denied them their money back after failing to sell their timeshare. My husband is disabled. We will never use our timeshare again and need to get rid of it! I feel if they cannot do this for us they should refund our money. Moreover, with all the complaints I am seeing about them, I feel they should be taken to court and held responsible for repaying everyone they have taken advantage of.

  Customer response

  12/08/2023

  We need  just a few more days to decide if we want to respond to Wesley.  We will let you know by 12-13-2023.  Thank you!

  Business response

  12/29/2023

  Thank you for getting in touch with us, *****. Our main objective is to make the process of getting out of your timeshare as smooth and stress-free as possible. We understand that every situation is unique and therefore create a customized plan of action for each of our clients. As we have previously discussed, your participation in the process is crucial in order to achieve the best possible outcome. We need your cooperation and assistance to make sure that we can deliver the results you want. We have reviewed your file and are happy to inform you that you are close to becoming timeshare free. Our team attempted to contact you on 12/12 and 12/13, but we were unable to reach you. We are committed to providing you with any additional information that *** help resolve your complaint. If you still require assistance, please do not hesitate to contact us at ************ at your earliest convenience.

  Customer response

  01/10/2024

  We did speak with someone associated with Wesley.  He assured us that everything we were experiencing was normal.  I find it hard to believe that I had no response from ******* when I sent the messages drafted by Wesley, but, when I directly contacted them with my own letter I received a timely response.  Of course, Wesley thinks this is because of the former letters from them which I had forwarded.  Bottom line is we still had to pay the maintenance fees.  I contacted Wesley to see if we also need to pay the dues for this year and was given another letter to forward .  What do they really do?  We are still not out of our contract with *******, but are closer.  I wish we would have tried to do this on our own instead of assuming we would not be able to get anywhere on our own.  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been paying Wesley financial for some time to help us get rid of our time share. Our billing is current. They have not provided us with information to get us out of our time share. The timeshare is now foreclosuring on our property. I want to be refunded since no services have been given.

  Customer response

  11/07/2023

  I tried calling Wesley financial again with no luck. I can't get anyone on the phone.  I should be refunded since they have failed to offer a service.

  Business response

  11/15/2023

  We are currently in conversation with the consumer in an effort to resolve all issues. We will update as soon as there is a resolution that is favorable to the consumer. Thank you.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was approached by WFG to evalute if they could help me get rid of my timeshare agreement on 11/1/2023. The first step was a call with someone who needed to collect my timeshare information to see if I was eligible for their program. Once I was shown as eligible, I was approved for the next step, an interview with a "Vice President." I was given the contact information so that I would accept the call, scheduled for the next day 11/2. I was also told that I needed to review a spreadsheet that was sent to me regarding my potential timeshare costs if I didn't exit and told that I absolutely needed to watch a 44 minute video that would explain more about the company prior to the call. SO I watched the video, and it was a sales video. It told me very little about the company and process, but in stead was heavy marketing and sales about the owner, his personal life story (a bit of an emotional story) and the passion of the owner and a few executives to do their jobs. I feel this video didn't do what I was promised. Then the phone call - came from a different person and number than promised with no heads up ahead of time. It sounded like that person was in a call center, not some high level VP. I expressed my initial concerns to this person, he told me that he was also interviewing me too to see if I was a good "fit" for the company and gave the strong impression that I needed to be on board with their tactics and not ask questions or I would be rejected. The conversation went through all the basic of my timeshare membership and why I wanted to leave. He then asked that I liked everything that the company had to offer, would I accept the contract right now. I told him that I needed an estimated cost and that I pray about my big financial decisions (since signing up for a timeshare). He got very offended. I asked multiple times for a quote to just be rejected. I was told I wasn't a fit for the company. They were rejecting me. Because I rejected them. Awful experience

  Customer response

  11/08/2023

  Please file the complaint as the details are true and accurate.  *********** can respond to try and correct the situation and any resolutions can then be attached to the complaint to show the company's efforts in correcting its wrongs.  *********** has contacted me directly for this already to try and schedule a resolution - waiting right now.

  Business response

  11/17/2023

  Thank you for sharing, ********. We take all feedback seriously and strive to use it to improve our customer experience and services. We sincerely apologize for any frustration you may have experienced and assure you that we are currently reviewing your file. At Wesley Financial Group, we aim to provide transparent and ********************** for our clients. Our pricing structure is based on individual circumstances, which is why we encourage a conversation with our VP to better understand your specific needs. We believe it is important for our clients to watch our introductory film, which details the background of our company and how we operate, prior to the call so they can better understand our passion and services. Unfortunately, we may not be able to help everyone that reaches out to us. If you have any further questions or would like to discuss your situation further, please do not hesitate to contact us directly.

  Customer response

  11/20/2023

   
  Complaint: 20828746
  
  I am rejecting this response because it is a canned response that does not offer any solutions or change.  It does not admit fault or at this time show any personal touch or understanding of how poorly I was treated by their company.  

  Their letter promises to look at my file (which is short and simple I am sure) so I am not sure why it is taking so long. I am waiting for the results / findings and solutions they will offer.
  
  Sincerely,
  
  *****************************

  Business response

  11/27/2023

  Our team has been trying to contact you regarding your timeshare situation and your concerns about moving forward with our company. According to our records, we made two attempts to reach you on 11/20 and 11/21 via phone and email. We would appreciate the opportunity to talk to you directly and address your concerns. Please feel free to contact us at your earliest convenience.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March of 2023 we requested help with getting out of a timeshare. They promised that they could do it and that they would work diligently on our case an would keep in great communication. We listened to a presentation by Wesley Financial about how they could help get us out of our contract based on various false representations that had been made by the timeshare company. We signed a contract for services and agreed to make a monthly payments. Since March there was no communication from WFG on the status of our cancelation. We reached out to them in June by email and received a vague response a week later that they were working on contacting the timeshare. We emailed them again October 5th and again a week later we receive a vague reply saying, "To give you an update, we should be hearing something soon. They gave us a timeframe and they are approaching that timeframe. So once we have heard something back we will reach out to you. They started a review on your file back in May and they are coming up on the deadline to give us an update. But again, once we have something back from them we will notify you. Thank you and have a great day!" This is unacceptable communication and they have done nothing to help us. Now they are telling us that the contract we signed states they have 36 months and are not honoring the money back guarantee. I request Wesley Financial group refund me what I have paid them.

  Business response

  11/07/2023

  We are sorry to hear that your experience with our company has not met your expectations. As a company, we take customer satisfaction very seriously and we apologize for any communication lapses that *** have occurred during the process. Our team is fully committed to providing timely and effective communication to all of our clients and we regret that we have not met your expectations. We are working diligently to reach out to you and discuss your timeshare resolution status. We kindly request that you give us a call at your earliest convenience so we can personally discuss your concerns and resolve the issue. We hope to make things right and provide you with the assistance you need. If there is anything else that we can do to better support you, please do not hesitate to let us know.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early April 2023 I discussed the possibility of eliminating my Maui timeshare that I purcahsed in November of 2021. This is a Westin property. ******** had recently purchased Westin resorts and the presentation indicated it would soon be**me a Marriott vacation Club porperty. Perhapts because of that buyout it was incredibly **nfusing how and when it **uld be used.So when Wesley came along and offered an opportuinty to get out we looked closely. Wesley said they hasd experience with them and they were very **operative. So we signed up with Wesley. They had a prescribed method of sending emails to the ************* After TWO, one or two sentence, emails. The timeshare ** said we **uld simply deed the porperty back to them. Wesley was happy. We are not. They would keep ALL the money we paid and they would be able to re-sell it to another party. This is incredibly stupid. Look at it like this. I pay for something, decide I don't want it and give it back. But the seller KEEPS all of my money. Like going to a department store, buy a shirt, bring it home and my wife doesn't like it so I return it. But the department store KEEPS my money. What Wesley did was exactly what I **uld have done without paying them. Wesley spent almost no time on this and provided no meaninfful results. We should receive a full refund on the money we paid.

  Business response

  09/29/2023

  Our team is dedicated to ensuring your satisfaction throughout the entire process, and I have personally reviewed your file to ensure were doing everything we can to support you. We spoke with you in depth on 4/2/2023 to discuss the process and what you can expect moving forward and you agreed to pursuing those goals. While we do everything we can to help our clients get a refund from their timeshare, its important to note that this isnt always possible and isnt part of our guarantee. Each case is different and there are many factors that can impact the outcome. I understand that this can be a complex and challenging process, but our 11 years of experience have allowed us to make it appear effortless. Our main goal is to support you throughout the journey of ending your timeshare, and while I know it would have been great to receive a refund, our main goal is to support you throughout the process of obtaining timeshare resolution.

*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. ↩