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:04/11/2024

  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.

  In 2020,I paid this company $8,000.00 to cancel timeshare with Diamond Resorts. For two years absolutely no action was take, except for numerous excuses including COVID, shortage of staff, etc. Finally in October 2022, I received a letter from RAG stating my timeshare contract had been cancelled by *******. Only problem, ******* has no record of such cancellations. *** said the would send me the contract. That was almost. Two years ago. I have been calling RAG regularly, as recently as April 8, 2024. I have NOT received a y callbacks, a distill have to pay Diamond resorts monthly

  Business Response

  Date: 04/25/2024

  Dear **************,
  
  Thank you for bringing your concerns to our attention through your review. We are genuinely sorry to hear about the difficulties you have faced in the process of exiting your timeshare agreement with Diamond Resorts, and we deeply regret any inconvenience or distress this has caused you.
  
  Upon receiving your feedback, we promptly initiated a thorough review of your case and contacted the legal counsel specifically tasked with overseeing your file. We are actively working to obtain a detailed status update and concrete resolutions from your assigned attorney.
  
  Please be assured that Resort Advisory Group takes your concerns seriously and is committed to adhering to the highest standards of service and ethical practice. Our aim is to resolve your issue in a timely and satisfactory manner.
  
  We understand the importance of resolving this matter swiftly and will keep you informed of our progress. We anticipate being able to provide you with a comprehensive update shortly. Should you need to discuss this matter urgently, please do not hesitate to contact our customer support team directly.
  
  We appreciate your patience and understanding as we work through the various complexities involved in your case. Thank you for your cooperation and trust in allowing us to rectify this situation.
  
  Warm regards,
  Resort Advisory Group 

• Initial Complaint

  Date:04/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 thought I had sold this timeshare on 12/6/2019 and I paid Resort Advisory GRoup $3,349. As of March 25, 2024, I am still listed as the owner of this property. I want my $3,349 back.

  Business Response

  Date: 04/18/2024

  Dear ******************,
  
  Thank you for sharing your concerns. At Resort Advisory Group, we are dedicated to assisting our clients with exiting their timeshares. We appreciate this opportunity to address any issues you may have regarding our services.
  
  We would like to clarify that Resort Advisory Group does not buy or sell timeshare properties. Our expertise lies in guiding consumers through this complex process. According to our records, upon engaging our services, you were assigned an attorney tasked with facilitating this process.
  
  It is crucial to understand that the exit process requires the submission of specific documents for us to complete the process. We work with our clients to collect all necessary documentation to effectively advance their cases. Upon reviewing your file, we noticed an issue where a critical document was not provided to us or your assigned attorney, which is essential for progressing with your exit.
  
  We understand you have chosen to engage another attorney, and we respect your decision to seek alternative counsel. Our team remains at your disposal to clarify any questions you might have about the services you received.
  
  Please feel free to reach out to our customer service team if there is anything more we can assist you with.
  
  Sincerely,
  Resort Advisory Group 

  Customer Answer

  Date: 05/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/25/2024

  Type:Product 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.

  *** said issue was resolved and the contract with WorldMark was cancelled. We are still getting bills 6 months later and we are shown delinquent in billing. I have sent bills and emails and nothing has been done. I asked for a refund and no response.

  Business Response

  Date: 03/22/2024

  Dear Mr. ******************** you for bringing this matter to our attention, and we apologize for any inconvenience caused by the ongoing billing concerns following the termination of your contract with WorldMark. Ensuring our customers' satisfaction and resolving any billing discrepancies is of utmost importance to us.
  
  We would like to clarify that our records indicate the contract with WorldMark was indeed canceled, and we have been in communication with our attorneys regarding the billing process post-termination. As previously mentioned, our attorneys assured us that the billing would cease within six months after contract termination. However, we understand your frustration if bills are still being received beyond this timeframe.
  
  We appreciate your patience and understanding in this matter and remain committed to ensuring a satisfactory resolution for you.
  
  Thank you for bringing this to our attention.
  

• Initial Complaint

  Date:09/28/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 hired this company and paid them upfront to get rid of our timeshare with Westgate. It's been over a year and now the employees we did have contact with are no longer there, no one will respond to our emails. We are still getting calls from Westgate and nothing has been done to exit the time share.

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service 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 am writing to express my extreme dissatisfaction with the services I have received from Resort Advisory Group regarding the exit of my timeshare. They have failed to deliver on its promises and has left me in a worse situation than before. I was promised a swift and hassle-free exit from my timeshare. However, after paying a significant fee for the services, I have yet to see any progress in resolving my timeshare issue. Despite numerous attempts to contact the company, I have received little to no response from the team.
  Furthermore, I have become aware of numerous complaints and negative reviews from other customers who have used their services. It is clear that the company has a reputation for making false promises and taking advantage of vulnerable individuals who are desperately seeking a way out of their timeshare contracts. I am demanding a full refund of the fees that I have paid in the amount of $7,102.30. The lack of communication and failure to deliver on promises is unacceptable and has caused me significant distress and financial hardship. If issue is not resolved by 4/15/2023, I will be seeking legal action.

  Business Response

  Date: 04/17/2023

  Re:       Customer
  Information:
              ***** ***
              **** ******** ****
              ****** ** *****
              ******* ****** ***** ********
              ******* ************************
  
  Dear Mr. ******:
  
  We are in receipt of the above Inquiry.  In response:
  
  Mr. ***, while obviously unhappy, has misstated the facts and
  circumstances surrounding his relationship with Resort Advisory Group,
  including the monies paid to Resort Advisory Group, Monies were paid to Resort
  Advisory Group, an attorney and a credit protection / repair company. 
  Moreover, through no fault of Resort Advisory Group, Mr. *** received an erroneous
  notification that his timeshare interest was terminated.  Naturally, this
  caused some confusion and consternation.  Again, however, this was no
  fault of Resort Advisory Group.
  
  Resort Advisory Group has worked, in earnest to assist Mr. *** with
  his timeshare exit.  Resort Advisory Group’s representatives have reached
  out in good faith and attempted to contact Mr. *** to assist him in obtaining new
  counsel (Mr. *** apparently terminated  his relationship with his initial
  attorneys).  Unfortunately, Mr. *** has opted not to have any further
  contact with Resort Advisory Group making it impossible to assist him any
  further..
  
  Resort Advisory Group remains committed to assisting Mr. ***, but
  requires some cooperation from Mr. ***.  We encourage him to contact us so that
  the matter can be amicably resolved.
  Thank you for your prompt attention to this matter.  Please
  contact us if you have any questions concerning the foregoing.

  
  Very
  truly yours,

  Resort
  Advisory Group

  Customer Answer

  Date: 04/17/2023

  Response in attached file. 

  Business Response

  Date: 04/18/2023

  To Whom it may concern:

  We have tried repeatedly to resolve this matter but it is impossible to resolve without communication from said client. 

  If you have any suggestions please advise. 

  Yours Truly,

  Resort Advisory Group 

  Customer Answer

  Date: 04/20/2023

  Response is inadequate - this is communication. Company still has not provided a full refund, nor any evidence or information to dispute my claim other than "not their fault". Company has my address and amount to be returned on file. They have received all documentation and official demand letter for refund on 3/6/2023. Company is just purposely delaying at this point and provides no movement towards resolution in writing. 

• Initial Complaint

  Date:01/23/2023

  Type:Product 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.

  In 2020 we contacted with Resort Advisory Group to exit us from our timeshare company! After initial interview it was determined by them we should easily be exited by them. We were issued an attorney which had a fee above the initial 4 k amount paid to RAG. All amounts have been paid in full by us. *** stated 18 months is the normal time frame for resolution, after 18 months elapsed we contacted RAG and they informed us it was taking longer due to Covid! We have continued to contact RAG about resolution and refunds to no avail, now approaching 3 years! It is apparent we have been scammed, and know we submitted all requested paperwork to RAG, and when we kept getting communication from our home resort, we questioned RAG about a cease and desist, demand letter and power of attorney that was to be handled by RAG and attorney, but to this day we receive maintenance fee requests from our home resort by email and harassment by phone! We last contacted RAG in November of 2022, and still have not heard a word from them regarding any resolution and any made with this company has been initiated by us and not them!

  Business Response

  Date: 02/03/2023

  Contrary to ****************** s claims, Resort Advisory Group has been in constant communication with him and his wife.  
  
  While not exhaustive, our records indicate contact on: 
  2/7/22
  3/22/22
  6/22/22
  8/1/22
  8/23/22
  9/6/22
  10/31/22
  
  Additionally, while Resort Advisory Group works diligently to help to remove the burdens of
  the subject timeshare, this is sometimes a long and arduous process. This includes attorneys and other support personnel.  
  Further, our records indicate that the attorneys office did correspond with the developer on behalf of the timeshare owner.  
  As an aside, like most businesses, we have been negatively impacted by Covid-19.
  
  With respect to the timeline, initially, there were initial delays due to the timeshare owners failure to timely provide necessary documentation.  
  Subsequently, Resort Advisory Groups representatives have worked with the timeshare owners and counsel to assist in this process. 
  Although our agreement with the timeshare owners does not specify a specific timeframe for the exit process, Resort Advisory Group, continues to endeavor to achieve the desired result.  
  Each case is different and often delays are caused by circumstances beyond our control.  
  Nevertheless, the attorneys working on thus matter have a very good track record and we expect them to be able to obtain a favorable result.
  
  We understand that the process can take a significant amount of time, but Resort Advisory Group is committed to conducting business in an ethical and professional manner and we take any accusations of fraud or scamming very seriously. Please be assured that we are continuing to work on this matter along with the attorneys to bring the matter to resolution for you. We are committed to providing excellent customer service and we will do our best to address these concerns.
  
  We suggest the timeshare owners contact us directly with their questions and concerns and we will do our best to address them timely and professionally.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 business has made multiple false and misleading claims. They told me on multiple occasions that I would not have to pay anything to *********** to be released from my timeshare. They also claimed that the lawyer they found for me was not affiliated with them beyond being an outsourced litigation service. Multiple times I attempted to disconnect the two and there would still be communication beyond what I asked. ********************* multiple times lied to me about the services being provided by the lawyers. I was assured the lawyers would send things on my behalf and that I would be sent monthly invoices of services provided. None of this happened. I was told by RAG and MXM legal to take offers to get out of my timeshare that were not in my best interests. I ended up contacting *********** on my own and they had not received any correspondence that were supposedly sent on my behalf. I also negotiated my own cancellation that cost me $3,000. I requested a refund of $3,000 due to this oversight on RAG part. **** told me she would send it to her managers. A few days later I received a call from someone that was trying to establish me as a new customer. I tried to call back on 2 different numbers and never received a call back. A few days ago I received a letter in the mail from RAG applauding their efforts on my behalf and asking for me to refer them. I would merely like my $3,000 as to show good faith on their part and acknowledge they dropped the ball mutliple times and we can wash our hands of this mess.

  Business Response

  Date: 12/14/2022

  Dear ****************:
  The information contained in the complainants complaint is incorrect.
  
  As a threshold matter, this particular complainant was apparently somewhat of a malcontent from the outset and was already given a partial refund in July, 2021.  Complainant agreed to remove his initial BBB Complaint several times, but failed to do so.  Nevertheless, Resort Advisory Group continued to work on complainants behalf. Complainant also failed to cooperate with the attorneys and also made unreasonable demands upon the attorneys, not the least of which was to contact complainant every two (2) weeks. Complainant requested and, apparently received a detailed report from the attorneys.  Resort Advisory Group was not privy to this report.
  
  With respect to communication between the complainant and the attorney, that is not within Resort Advisory Groups control and, as such,Resort Advisory Group makes no representations concerning the number of times an attorney communicates with his or her client(s).  Additionally, the actual cancellation was ultimately achieved as a result of the joint efforts of Resort Advisory Group and the attorneys working on the complainants behalf. 
  
  Finally, the disconnect issue as to Resort Advisory Group and the attorney(s) working on the complainants behalf is unclear as is the complaint pertaining thereto.  Resort Advisory Group assists the attorneys and provide information to the attorneys.  
  
  Resort Advisory Group works very hard to service its clients and preserve its reputation. When there are legitimate issues, we strive to address them and resolve them timely.  Unfortunately, some people are never satisfied.  Notwithstanding the fact that Resort Advisory Group, and the attorneys, spent an inordinate amount of time in resolving this matter, Resort Advisory Group is prepared to refund the $3,000.00.
  
  
  
  Thank you
  
  Resort Advisory Group
  
  

  Customer Answer

  Date: 12/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/19/2022

  Type:Order Issues
  Status:

  ResolvedMore 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 initially filed a complaint against this company in July 2022. ID#********. Subsequently they agreed to follow thru with locating a buyer for my timeshare and facilitating the purchase, to resolve the complaint. I agreed but Im running into the same issues as the initial complaint of no follow up nor return calls from the higher up *********************. He told me he had found a buyer in August ********************************** that was unreadable, so the ****************** could not accept it and asked for a clearer copy. I cant get him to send it, nor the transfer fee that he agreed to pay the company to finalize the transaction. He wont even call me back. As I feared, once the BBB closed the initial complaint (based on his inaccurate response) he would not do anything more. Please consider opening this complaint based on lack of follow through with the resolution of the initial complaint.

  Business Response

  Date: 09/20/2022

  We spoke with the client this morning and she was fine. We have since gotten a clear copy of the Drivers License for the Developer and are proceeding forward with the purchase of the timeshare as agreed upon previously. Resort Advisory Group is addressing the issue and a plan is in action to get this resolved. 

  Customer Answer

  Date: 09/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  Date:08/18/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Received call from Resort Advisory Group (caller number was ************). I have no prior relationship with this company and did not request a call from them. My number is on Federal as well as ***** Do Not Call lists. It is a violation of ***** as well as Federal law for this company to contact me. Request company cease contact and purge all my information from their records.

  Business Response

  Date: 08/19/2022

  ****,

   I apologize for any inconvenience our company may have caused you.

  Weve added you to our Do Not Call list and weve purged all your information from our system.
  
  Resort Advisory Group works hard to stay ahead of the curve and stay in compliance with issues like this.

  We appreciate you bringing this to our attention so it can be addressed and avoided moving forward.

  Lets put this behind both of us and move forward as friendly neighbors.
  
  Sincerely,

  Resort Advisory Group

  Customer Answer

  Date: 08/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair 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.

  On December 28, 2020, we spoke with ***************, representative from Resort Advisory Group regarding getting rid of our Timeshare at *********** Resort in ******** *******. On December 29, 2020, we signed the Timeshare Transfer Agreement and paid $2995 transfer fee plus $1349 processing fee; a total of $4344 to Resort Advisory Group. The agreement Stated that we would receive a full refund, minus the processing fee, if we were not removed from timeshare ownership by June 30, 2022. Not only have they not refunded us, they refuse to return calls. *** left daily messages for **************, a higher up, as they call him, but hes the worst, and the customer service reps say that I have to talk with him, because they cant help me. Weve even had to pay an additional $800 in maintenance fees because its taken so long. Its been over one and one half years, and per agreement we are due a refund, which we want immediately. There are a number of other complaints that we have on this company that made us question over time, whether its a scam, but right now we just want our refund.

  Business Response

  Date: 08/08/2022

  I am so sorry to hear that your experience with our company has not met your expectations.  

  Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. 

  While we'd love the opportunity to regain your trust, we understand how frustrated you must be.

  We've gone ahead and escalated your case to upper management and they should be in contact with you soon.

  My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.

  Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.  

  Customer Answer

  Date: 08/08/2022

  I have already been contacted by *********************, upper management, of Resort Advisory Group.  He has been advised that the only acceptable resolution to this issue is a refund of our transfer fee, as stipulated in the transfer agreement. Because of how this issue has been so poorly handled in the last year and a half. I do not trust any last stitch efforts, which would only extend the time and effort weve put in it. The contract period is over, and we would like our money back. That is the only acceptable resolution at this point. 

  Business Response

  Date: 08/10/2022

  Resort Advisory has someone that is willing to take over the timeshare for this client. Client was informed and said they would get back to us in a day or so. Upon hearing back from the client they have decided that they want to now keep the timeshare. That is no fault on Resort Advisory's end as we have held up our end as stated in the agreement and found someone willing to transfer the timeshare to. **** and upper management will be reaching back out to the client to resolve the issue. 

  Customer Answer

  Date: 08/12/2022

  This response is absolutely an untrue. Resort Advisory Group violated the transfer agreement by not completing the process by June 30, 2022. Consequently I requested a refund as stipulated in the agreement  They are now trying to get rid of the timeshare and avoid refunding my money; the initial offer was not acceptable to the owners, so they now say they have a viable candidate.  I have agreed to see this attempt through and see if they live up to what they said they would do in a timely manner. Either a transfer of the timeshare or a refund would resolve the complaint. I have not violated the agreement and stated I want to keep my Timeshare. I want them to complete the transfer or give me my money back.