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:12/10/2024

  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.

  Signed contract with this company to hire time share lawyer to cancel timeshare they hired lawyer I also paid him and have heard nothing in a year from the lawyer to Royalty Exit Solutions. I have called and emailed multiple times with no response.

  

  Business Response

  Date: 03/07/2025

  This client was contacted on March 11th, 2024 and followed up with on May  9th 2024 regarding contacting the attorney who was handling his timeshare exit. I spoke with *** Legal who reported that they have NOT received any response since July 24 2024. It appears this client has NOT done their part and is himself the only one responsible for not replying. We have left several messages to contact us and have not recieved any replies. 

• Initial Complaint

  Date:10/22/2024

  Type:Product 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 have been working, or attempting to work with Royalty Exit Solutions to get out of a timeshare. I have requested consultation, left voice mail messages, ******** messages, and text messages and I cannot get anyone to speak to or return my messages. The number for the last person I had is no longer in service.Furthermore the legal service they recommended is not answering any messages either. I feel scammed and very disappointed in this company after the trust was placed in them. This has been a year.

  

  Business Response

  Date: 10/23/2024

  *********** (****) and Tiarre ******* signed their agreement with Royalty Exit Solutions on 11/21/2023. The were assigned to our legal department and told that they would be in the process for 6 - 18 months, and they would be contacted at every development along this process. Our legal department has sent all cease and desist orders and all the documents demanding to be released from their timeshare. The legal team usually will not reach out to the client until they recieve correspondence from the developer. In this case, I have contacted ***, our legal team to inquire directly regarding the ******* file. I have a call set with the head paralegal tomorrow to find out why **** has not been responded to in a timely manner. 1/12/2024 Bart e-mailed to connect - connected live with **** - inquired regarding credit restoration, quoted $39.95/month, stated Tiarre would need security clearance - Royalty Client Services submitted intake form on his behalf to **************** - On 03/11/2024 ****** Ortiz wrote about *********** (****) and TiArre Stromer regarding the deal *********** (****) and ****** ******* - Sent the following email to clients:

  Hi **** and Tiarre,
  I hope that this email finds you well. 
  My name is ****** here at Royalty Exit Solutions. I will be available to assist you with questions or concerns you may have during this process, however, please contact MXM Legal directly for legal updates. 
  
  Please keep in mind that this is a lengthy process and there may be long periods of time in which there are no substantial updates. Please also continue to ignore and block any phone calls from the developer and forward any/all of the written communication you receive from the developer to MXM Legal for their review. 
  Have a wonderful day!
  Warmest Regards, ****** *****

  Our last correspondence was 05/06/2024 -

   

  
  
  

  Customer Answer

  Date: 10/24/2024

  Now that I reach out to0 BBB i get a response. This could have been avoided with customer service, but since you put it out there let me clarify - 

   

  Yes we signed and agreed in 11/23

  Yes, one of us signed up for the credit help

  MXM - BBB rating 1/5 (shame on me)

  Lawyer 1 - ****** ***** has not worked for the company since May

  Lawyer  2 - Assigned to Christian, no longer works there

  Lawyer 3 - ****** - Last contact August - emails, voice mails, no one answers at agency

   

  Royalty Exit - 

  finally got a person named **** in August, seemed helpful. Tried to contact **** last week, number has been disconnected,

  Sent email to Royalty, no response. ******** Message - no response, request for consultation - no response, filed complaint with BBB - response

  I was called on 10/22, 930p my time - was told - we are no longer working as Royalty Exit Solutions, there is no office. I am actually working after hours from my real daytime job to make these phone calls to people since we are rebranding., and it is only me. What about the website - yeah, we need to get that fixed...(Really??) I'd say listen to the recording but he was on his cell phone, after his daily job, working from home. (???)

  And then response above. 

  Anybody can read a file. you obviously have my information, call me/text me/email me/something...and/or just cancel everything, end the contract, I'm good with that....no hard feelings.

  Again, and lastly - this all could have been avoided, customer service goes along way. Didn't have to come to this, yet here we are.

   

  

  Business Response

  Date: 03/07/2025

  ***** ***** had several lengthy conversations with ****. Our legal team had been going back and forth and he felt that he wasn't being represented properly. The timeshare exit process can be very lengthy and he was informed of the when he signed his agreement. The legal department is a separate division and those matters need to be handle with their department. 

   

  
  [ACCOUNT AUDIT]Nov *******, 10:16pm
  ***** Betts wrote about *********** (****) and TiArre  regarding the deal.
  I spoke with **** at length, we had been discussing the lack of communication coming form MXM and from us, but especially MXM over the last 18 months. He is settling with Massanutten and stopping payments to us. He wants his credit fixed, He says that *** and **** have not called him back, that USCB has not protected or gone back and fixed his credit, and he is upset with the whole process, has felt abandoned, I can only call him at night (he's not mad at me or blames me), he's upset with it all and has decided to stop the process. I will notify ***** and also have a conversation with ******* tomorrow when I call during my lunch over at *****

  Since **** has been notified of everything, until we hear from the developer there is nothing we can provide to ease his concerns. We are having to wait patiently until a resolution is agreed upon.

  Customer Answer

  Date: 03/12/2025

  
  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,
  
  B *******