Complaints

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:03/16/2024

  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 was pressured into buying a Timeshare 25 yrs ago, and have paid in full, but can no longer afford the maintenance fees. I have not used it once in ********************************************************** I have called and asked to cancel my contract, even though I have lost over $35.000 of my hard earned money. I'm 82 years old, and just want to enjoy my old age without any stresses. And Carlsbad Seapointe Resort won't cancel my contract. Because they want to keep taking my money.

  

  Business Response

  Date: 03/19/2024

  Dear BBB,
  
  After reviewing, we are not able to substantiate claims by *************** regarding pressure during sales presentation. *************** purchased a unit at the Carlsbad Seapointe Resort back in 1998. She purchased a fixed week 19, every odd year,in a 1-bedroom unit, at the Carlsbad Seapointe Resort. This gives the ownersthe ability to use at the resort during week 19. Last week available for use was her 2023 week from May 7th May 14th, 2023. Over the last 10 years, the owner has consistently banked their available weeks into our Grand Pacific Exchange (***), in order to exchange within the *** companies available resort options. Once the week is banked with an exchange company, reservations using those banked weeks are based upon availability within that exchange companies program, and we are unable to guarantee reservations. Once banked,that week is good for 2 years. The last 2 years weeks banked for 2019 and 2021 expired after 2 years; as owner did not use those banked weeks. She currently has her 2023-week available with ***. This week will expire in 2025 if not used.
  
  Prior to receiving this complaint, we received requests to cancel in 2021, 2023, and approx. a week ago. We reviewed the option to relinquish ownership with the owner; which requires all fees billed to be paid. At the time, *************** did not want to move forward.
  
  Today, we spoke with Mrs. ****** daughter, ****** who is authorized on account, to review options and requirements to move forward with relinquishing ownership. We are to follow up by tomorrow after gathering additional information. 

  Customer Answer

  Date: 03/19/2024

  I am writing to express my deep dissatisfaction with the timeshare contract I entered into 25 years ago. At the time of purchase, I felt coerced into buying a unit, despite my initial reluctance. The pressure to sign the contract was relentless, leaving me with no choice but to comply.
  
  The promises made during the sales pitch have proven to be false. Specifically:
  
  I was assured that if I didnt use my unit, I could rent it out and offset my maintenance fees. However, this turned out to be a giant lie.
  Over the years, I have spent over $30,000 on both the initial purchase and ever-increasing maintenance fees.
  To add insult to injury, I discovered that I was being charged for wanting to rent out my unit, even though I had already paid off the balance and received my Certificate of Reconveyance.
  As an 82-year-old retiree living on Social Security benefits, this financial burden is overwhelming. I have diligently tried to cancel my contract and return the unit, but your company refuses to release me unless I pay the remaining maintenance fees and an exorbitant $1500 fee for the deed transfer. This demand feels like yet another ripoff.
  
  I am well aware of how title transfers work, and I can confidently state that such costs are unjustified. I implore you to reconsider your stance and allow me to exit this contract without further financial strain.
  
  Please provide a prompt resolution, as this situation is causing undue stress and hardship.
  
  *********************

  

  Business Response

  Date: 03/25/2024

  The original findings in our response from earlier this month are valid. We are unable to substantiate claims by *************** regarding pressure during sales presentation.
  

  We connected with owners daughter ******, who is contact on account late last week. We are working with ****** on a mutual resolution regarding fees involved and process.
  
  We spoke with ****** this morning and connected her with our title office. She is currently awaiting call back from them to review further in the hopes to finally resolve and move forward to relinquish ownership as requested. 

  Customer Answer

  Date: 03/27/2024

  The businesss response is incorrect. I was present 25 years ago, and the current case handler was not. They pressured me and made false promises. Initially, they assured me that my family could enjoy my fully paid timeshare, but I later discovered that additional fees apply if anyone other than myself stays there. This contradicts what they told me during the sales pitch.
  My daughter consulted a lawyer, who found no contractual basis for their claim that I must use their ************* to initiate the Quit Claim Deed and transfer the timeshare back to the resort. Im awaiting a call from the title officer to explain why I must use their department.

  Thank you,

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