Complaints

This profile includes complaints for Pueblo Bonito Sunset Beach's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pueblo Bonito Sunset Beach

  Bonita, CA 91908

• 

  Pueblo Bonito Sunset Beach

  PO Box 4600 Scottsdale, AZ 85261

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:Order Issues
  Status:

  UnansweredMore 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.

  We have been sending countless emails to Pueblo Bonito Resorts requesting the cancellation of our contract, and no one has answered us since September, despite our persistent efforts. Recently, we even contacted our state's attorney general for assistance, but they were unsuccessful in obtaining a response from the company.It is extremely frustrating and unprofessional that Pueblo Bonito Resorts has ignored all communication regarding our contract cancellation. We seek to resolve this matter and terminate our contract, but the lack of response has caused significant stress and inconvenience.

• Initial Complaint

  Date:06/22/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Pueblo Bonito refuses to release us from our timeshare contract and their persistent lack of acknowledgment of the numerous complaints we have submitted via email. Despite our repeated attempts to resolve the matter, Pueblo Bonito has consistently failed to address our concerns and instead continues to request information that should already be linked to our names and email addresses. After providing this information, communication ceases with no resolution in sight. We were misled on several occasions by Pueblo Bonito: 1. We were informed that we could not use the timeshare during the Thanksgiving and Christmas holidays. 2. We were pressured to consider "buying up," which was beyond our financial means. 3. We endured numerous broken promises regarding the benefits and flexibility of the timeshare. Although we did not experience any personal hardships, the situation has caused a great deal of anxiety and worry. Feeling financially trapped with no viable options has affected our well-being.

• Initial Complaint

  Date:06/05/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  This company has promised me a refund of $3400 for entering me into a contract but not delivering on goods and services. i have contract but they will not honor and let me book rooms. I have contract, and number but ***** will reach out to me to book so they said I can have a refund.

• Initial Complaint

  Date:05/31/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  We are writing to express our dissatisfying experience as a timeshare owner at Pueblo Bonito. Initially, we were enticed with a free round of golf in exchange for attending a brief promotional meeting, which turned into a 4-5 hour ordeal. We were promised the ability to use or rent our unit during peak season and assured that the completed golf course would help us sell it for a profit, none of which materialized. The unit we used had an unbearable smell, prompting us to upgrade under false pretenses. Despite paying off the mortgage and yearly maintenance fees, we rarely used the unit due to unavailability and exorbitant additional costs. Recent communications have revealed confusion over what we actually own and what we are paying for, compounded by the unacceptable offer to pay thousands more just to cancel our ownership. This experience has been exceedingly disappointing and stressful. I am seeking immediate cancellation of our timeshare ownership and a fair resolution to this matter. Please have someone reach out to us to facilitate an amicable agreement.

• Initial Complaint

  Date:05/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Pueblo Bonito ownership ********** is a scam. Our sales manager, *******, did not disclose all the points we purchased. We were told Black Friday was free and that we could use them at any time. As soon as our trip ended, we called to cancel the agreement. We did this within the 5-day Mexican Law timeshare cancel policy. No one would respond to us. Whoever ***** is on the contract, we do not know. She has never responded to a phone call or email. ******* from sales got involved and said she would help us. She was of no help. They would not discuss it on the phone and told me to email only. She copied and pasted the cancelation policy to us. At this time, the 5-day cancellation has already expired. We continued calling with no response. Finally, after many emails, *******, our sales manager, and ******, the sales department, told us we could not cancel. This was months later after numerous emails and phone calls.When we looked at the original contract we brought home, none of our signatures were on it. This is all a scam. They rush you into signing without explaining, and when questioned, they are of no help. We have asked for a refund and they will not communicate with us.We asked for a refund within 5 days of the contract. Interesting, our copy has no signatures.

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  There is an annual fee of several hundred dollars for maintenance. Also, the "travel service" is an annual $29 subscription above the ownership. We do not use the resort and are not likely to return to ******, so we carry an unnecessary burden which will likely become a financial burden in retirement. Since we have tried unsuccessfully to sell, trade or give it away, we are stuck. Also, there is no buy-back as promised but we don't know who is lying because we have found out that PB does TAKE BACK timeshares. So were we lied to at the sale or by the timeshare and resort now? SOMEONE IS LYING and clearly the ownership has not gone up in value as promised.

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  During the first showing, we were told numerous times that being an owner with Worldmark would be an excellent investment. Nine months passed, and we had not used the timeshare. We were not too impressed; however, we had not gone anywhere for quite a while, so we took advantage of a weekend getaway they offered. It was very similar to the first. All the same sales tactics, with the final deal maker being the significant price reduction and given 2 websites to rent our credits. These websites he explained he used &did very well. After approximately 5 hrs, it seemed like a reasonable offer. We then committed to 65k additional credits with 65k bonus credits. Upon signing the new contract on 4/16/2023, we were told it would take ***** days to combine the 2 contracts. 7/3/2023, ******************************* from ***** Services sent us an email stating that we should wait to combine as there were inactive bonus credits that could not be transferred & recommended waiting until 10/16/2023. We heeded her advice &waited. We were sent the docs to sign, stipulating that we pay a surprise special assessment fee that the board had just announced. We received the assessments in the mail, one for each contract. Mailed out the checks that day. They were unable to cash the two checks for approx. 3 weeks, their reason was issues in their back office. Now the checks had finally cleared, and we were finally, 6 months later, able to sign the docs. After signing the docs, we saw no increases to our 25K credits when we logged in to their website. I had placed numerous phone calls to various departments to ask where the credits were. No department would hold any ownership, and each person I spoke with pushed the matter off to another. This went on for months. This has become a huge financial burden for us, and they have completely deceived us about the value of ownership. Please release us accordingly and provide any refund applicable.

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  9/28/2023 I purchased a travel club (timeshare) the club promised me someone would be contacting me to be my representative of the company. I was promised 7 weeks a year to use the facility as well as ******* to use annually towards a cruise. No one had contacted me and when I attempted to use the facility it is booked out passed 2026. I tried to use the cruise credit and when I called for the credit to be applied towards a cruise I was told its not the entire 1500 but instead a percentage of the cost of a cruise. I attempted to book a cruise for two and was told for a 4200 cruise I could only use ****** of the *******. I paid a total of ******* so far for this package and havent received anything. After attempting to book a cruise I called to cancel and request a refund. Initially I was transferred around and eventually transferred to a very non-chalant gentleman who told me regardless of what the sales person said or wrote on paper for me I initialed line 9 of the contract (which I didnt) and theres no refund. I told him I asked lots of questions, took notes and ask the sales guy to write out things and he said you cannot get a refund, do you need anything else. The sales pitch was totally deceptive. I have never used their services and have been unsuccessful trying to book anything.

• Initial Complaint

  Date:02/12/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  While traveling to Pueblo ********************* on 10/23 we were invited to attend a presentation. We were upfront with the sales representative that we were not interested in a timeshare opportunity. Our sales representative asked what our hesitations were and we communicated that:1. Most required maintenance fees 2. They were difficult to utilize based on black out dates and limited availability towards timeshare members. He then promised us that 1. There were no yearly maintenance fees, save for an upgrade fee for the property every 5 years which was nominal and 2. That except for Christmas and New Years, there were no black out dates and we could call 3 months in advance to reserve a room utilizing our membership points. We placed a deposit for $3800 in exchange for 600 yearly points to utilize at a PB resort. I called PB reservations the following month in 11/2023 to reserve a room for a week in 2/2024 after seeing that there were multiple rooms available on their website. I was initially quoted a price of $8000 for 2 rooms that were available, however when I mentioned that I was a member who wished to redeem points, I was directed to another number and was told that there were absolutely no rooms available. I emailed our sales representative and was never answered regarding this discrepancy. Following this exchange, we started to receive emails about maintenance fees that were due for members. Based on the misrepresentation of our sales representative, we asked to be released from the contact and had multiple conversations with PB during the months 11 & 12/23. In 1/24 we received a bill from ************ for a monthly payment and a late fee. We also received a phone call from a collections agency. We are not asking anything from PB, but feel that the contract was not negotiated in good faith and was grossly misrepresented. As such, we are resigned to the fact that we will lose our deposit money and wish to have the membership contract made null and void.

• Initial Complaint

  Date:01/26/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 visited Pueblo Bonito Sunset Beach on Nov. 8, 2023 for a timeshare presentation.For $3,301 I was offered 60 weeks of studio timeshare units (4 per year) over the next 15 years for $199 per week. I was also to be charged $599 for access to their Pueblo Bonito Gateway, for a total of $3,900. The stipulation was that units would not be reserved more than 90 days in advance. I signed up.And then the issues in trying to book my timeshare weeks began. Every time I tried to book a week through their timeshare reservation phone number, I was advised that through the phone number I could only book my bonus week at $399. I was told that the only way I could get my $199/week studio unit was through their Gateway website at pueblobonitotravelclub.com/. ?95% of the search results are for non Pueblo Bonito properties and the rates are considerably higher than the $199 per week I signed up for. When looking specifically for ************** of Pueblo Bonito Sunset Beach for a unit (re any PB resort in ******), there was nothing available through the end of **** for less than $1,000 per week.??What I have discovered in reviewing my contract is that I was sold a Pueblo Bonito Gateway Contract and Security Agreement. For that I have access to the Pueblo Bonito travel website where I can book anything available around the globe at whatever prices are shown. What I have found are options available at primarily non Pueblo-Bonito resorts for prices ranging between $200 and $4,000 per week. My $199/week studio at a Pueblo Bonito resort is nowhere to be found. In short, I wasnt sold a timeshare contract, but a contract that allows me access to their discount travel website for 3 years. If I want to continue to use the website to purchase discount travel per my contract, I have to pay another $599 every 3 years. There is limited, if any availability for the studio unit. This is a complete scam. Pueblo Bonito pulled a bait and switch.