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:04/03/2023

  Type:Sales and Advertising 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.

  In May of 2022, I purchased the all inclusive at PUEBLO BONITO SUNSET RESORT in *******************. I am submitting this complaint to warn other people of the Resorts lack of honesty and deceptive sales practices. Although the transaction occurred in ******, they do have offices in ********* ** I purchased the all-Inclusive for $617.00 and the shuttle for $50.00. Many ************ visit this resort. The resort policy is no refunds after you check-in. I canceled 3 weeks before check in. The resort stalled the refund process by always asking for a new document. They requested personal information and many other requests that had nothing to do with my refund. I hesitantly complied with all requests. People responsible for this are *************************, *********************************, and ****** ******. Presently. they do not answer my e-malls. They just kept kicking the can down the road and no one has taken responsibility. Very frustrated with the process as they have basically stolen $617.00 from me. Thank You

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair 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.

  Weve been arguing with Pueblo Bonito for over a year now, and they want to pick and choose when they understand us. This entire mess has been a hassle since signing the contract, and we want out. We were given alcohol at the presentation and told wed purchased 6 weeks, and it only ended up being four when we got the bill. They assured us that we would no longer have to pay when our mortgage was paid in full, but they glossed over the fact that maintenance fees came no matter how much or how little we owed. Those fees have increased every year since. We tried selling it on our own, and now its time for Pueblo Bonito to release us from their scam for good.

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising 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 were offered free breakfast, choices of excursions, discount coupons, 2 blankets. The pressure started at the airport! People pretending to be part of our shuttle service pressured us to make this appointment no matter how many times we tried to walk away from the counter. What we thought would be 45 minutes turned into 5 hours of pressure sales between the sales rep and "manager". Benefits promised were 16 Weeks Vacation with the sales rep personally helping us set up a rental on Expedia to pay for the timeshare. We were told we were starting with over $100K Equity due to it being a foreclosure. We were told they would help us sell it if we wanted out of it Or they would buy it back since it was such a reduced rate. We were also told we would get $****. USD every year for cruises. The Lies were that we did NOT get even close to the number of weeks promised. You actually have to Exchange your Points for travel program weeks. They will not help us sell it Or purchase it back. The sales rep wouldn't help us set up the rental on Expedia as he promised. We didn't receive the $****. USD but rather **** Points which really had no value. This is a financial hardship for 10 Years when we were promised they would help us rent it Or buy it back to avoid that. We would still have to spend the same amount of money or even more to take a vacation. There are far better alternatives for vacation which are much more affordable. The ongoing stress of trying to get this resolved has been difficult for our family. We recently called them to cancel this ownership and was passed around like a hot potato. No one there knows anything about anything. We want out of this contract today!

• Initial Complaint

  Date:02/21/2023

  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.

  Hello.My name is ************************* and my wife ********************* and I are in need of some serious help. We weren't sure what the next step was but we knew we needed other eyes on this situation. We thought what better way than to go through the Better Business Bureau? We are having an extremely hard time with Pueblo ****** Resorts. We, unfortunately, own a timeshare through them that we are desperately trying to be done with. We have been in talk with them specifically and they seem to want to help for 5 minutes and then pretend we did something wrong. Around the 10th of January, we finally got a response from ********************* at the timeshare and she said she would lower our fee to exit to S500.00 per contract. So a total of $1,000.00 and we would finally be FREE. We then on the 12th of January 2023 sent an email AGREEING to this of offer.However, we even told them we would be out of town for a bit. We did accept the offer and asked her to send the paperwork. No paperwork was ever received and then she stated that she could not honor it because the paperwork was not received by that Monday. We never had the paperwork. This has put a very sour taste in our mouths. We want out of this timeshare so badly. We can not and will not travel with it. Please. We are asking for help. We agreed to pay the thousand dollars and we just want out!Thank you,****** and *********************

• Initial Complaint

  Date:02/18/2023

  Type:Customer Service 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.

  On January 2021 we came to an agreement with Pueblo Bonito Sunset Beach. We paid ***** down-payment plus monthly payment of around $165 in 120 months. The sales man promised us we will have one to two weeks free access to our package resort per year plus a $50/person buffet charge. If we need to go more often than those two weeks we will have a discounted membership price a but over $100 per night. Also we can access discounted rate to their hotels on the booklist in US and other countries. We had no luck to book anything so far until now as they promised. Instead you have to pay around $5,000 even you are a paid member. We called but the sales person offers zero help but left us in no help. The resort keeps sending us monthly bills so we decided to cancel the contract since 2023. We have been paid around 2 years without benefiting nothing from it. Our account number is ***********. Hope we can end this soon and will defiantly let everyone else know the scam.

• Initial Complaint

  Date:01/10/2023

  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 went to a time share event at Pueblo Bonito Sunset Beach on April 16,2022 and gave them a $500 deposit to join their travel membership. We were told we had until June 16, 2022 to cancel. Once we were home and looking over our contract, it started to look like a scam. I then went to the BBB website and did some research and found many unhappy people that had canceled during the allotted time frame and were still sent to collections. It was April 29, April 30 and May 1st when I called PB and told them we were not interested and were going to cancel. I was hung up on. I then wrote 2 letters to confirm cancellation on April 30th , 2022 and mailed to 2 different addresses bc the forms they gave us did not spell out where to mail. One was to a PO Box, which I thought was strange and confirmed my belief this is a scam. I also noticed there were none of our signatures on the original forms they gave us.?Since then, we have been receiving collection notices from a Company in ******* named **********************. I have mailed them copies of the original documents w no signature and copies of the letters I mailed.I have not heard back from Concord yet, but am worried this nightmare will affect our credit.Im filing this complaint hoping to add to the many BBB complaints about PB and to hopefully get some kind of resolution. We know our $500 deposit is non refundable and are not looking for refund.This contract should be null and void bc we acted within the cancellation timeframe w correspondence and many frustrating phone calls. I also want other consumers to be aware of our experience and not lose time and money with a company that obviously is not on the up and up.Thank you for your time,******************************* ***************************

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair 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.

  Paid. money to business to enjoy stay, but I cannot book nor have they issued refund.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair 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.

  See attached document

• Initial Complaint

  Date:10/10/2022

  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.

  Date of transaction: 3/15/22 Amount paid: $599.78 Business committed to provide me with an airline credit for ********* Airlines since I was unable to continue my trip scheduled for 5//5/2022. I was told by the company that my airline credit must be used before 3/14/2023.I contacted ********* and was told that no flight credit exists because the company never cancelled the flight so it looks like I just didn't show up.I then contacted Pueblo Bonito and was told that they would contact ********* and investigate. Each time they tell me I will be contacted within 2 days. I've called them more than 10 times and asked to speak with a manager twice that reassured me that the company was still working on the issue. Still no response.Confirmation number: *******

• Initial Complaint

  Date:08/29/2022

  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.

  On January 2, 2022, I visited Pueblo Bonito in Los cabos ******. I arrived there with my friend as we proceeded to go on a sales pitch tour. We were misled with lots of information such as blackout dates and costs of several things by sales representative **********************************. We proceeded to go ahead and fall for this scam. We had a 5 day recision period in order to cancel this. On January 4, 2022, we have a thread of emails stating we want to cancel our timeshare. We were told this was being handled by management and it was being canceled. Since then they have not only not canceled but they have sent me to collections and charged off stating I owe money on June 2, 2022. We have several communications via email and phone calls stating we wanted this canceled. We were misled and were lied to. This is now affecting my credit in a negative way when I canceled this with proof of cancelation. Everyone is just giving me the run around and asking for me to pay over $5000.00 to now cancel.