Complaints

This profile includes complaints for WHV Resort Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

WHV Resort Group Inc has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  WHV Resort Group Inc

  300 Rancheros Dr Ste 310 San Marcos, CA 92069-2969

  
• 

  Welk Resorts

  970 Northstar Dr Truckee, CA 96161-4204

• 

  WHV Resort Group Inc

  3400 West Victory Boulevard Burbank, CA 91505

• 

  WHV Resort Group Inc

  34565 Cathedral Canyon Dr Cathedral City, CA 92234

  
• 

  WHV Resort Group Inc

  3400 W Victory Blvd Burbank, CA 91505-1544

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:03/08/2023

  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.

  This is now the second complaint Ive made to the Better Business Bureau about the lack of communication and customer service from ****, now *****, regarding my timeshare contract. Ive been bounced around from person to person and was only recently told that I must be in dire medical or financial hardship to be considered for cancellation. How is that fair? Why must I die or go bankrupt for someone at Hyatt to care about me? This is unacceptable. Why isnt the fact that I paid the entire loan off yet havent been able to make a single reservation since signing my contract in 2015 considered? While Ive been pleading with them to cancel my contract, they went under new ownership and cant help me either. This is all just absurd. Ive been writing to them consistently for over three years now; thats plenty of time to come up with a solution!

  

  Business Response

  Date: 03/14/2023

  ******************, 

  I have sent you the information you requested via email.  Please feel free to reach out to me directly with any questions.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:03/08/2023

  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.

  We are writing to you in hopes of getting your help or assistance on getting our timeshare ownership voided. We own with **** Resorts.We have several issues with this ownership, and have not been happy with it ever.Some of the main problems we have ran into are as follows:? We tried to utilize it and take advantage of what we thought we had bought, but it turns out we were lied to and sold on promises that just were not true.? We were told we can vacation anytime but when we try to book there is no availability. The points used to book have gone up dramatically and the amount of points we purchased is not even enough to book anymore.? We get calls or called into meetings trying to get us to purchase more points when in the beginning we were told it would be enough for us to enjoy vacations.? The maintenance fees are going up in price as well and we were not made aware that they would continue to increase even if we are not using.Please help us, as we have tried to reach out directly to **** and cannot seem to get in touch with anyone. We will wait for your response to see the appropriate steps to move forward. Thank you.

  

  Business Response

  Date: 03/14/2023

  ******************, 

  Please allow me to respond to your concerns and your request to cancel.

  I do show you used your ownership benefits for vacation travel in 2019 and 2020.  I do not see any notes in regards to using your owner benefits after your last stay in August of 2020.  I do want to clarify that the point values for stays at our previously "****" branded resort locations have not changed. 

  I do not show your ownership contract is active.  If you would like to reach out to me I am happy to answer any questions you may have.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 03/17/2023

  This did not resolve our complaint. I have several questions regarding the response and the responder did not leave his contact information to get ahold of to discuss these issues. 

  

  Business Response

  Date: 03/27/2023

  ******************, 

  I just emailed you and ****************** at the email on your complaint.  Please feel free to reach out to me when you have a chance.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 04/20/2023

  
  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:03/05/2023

  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.

  Background:-Confirmation #********* at ********'s Villas on the Green -Travelocity #************** for 12/27-12/30 -Contacted ********* and spoke with the front office manager on 12/26; explained that due to an unprecedented cancellation of ********* Airlines flights out of ******, it was looking nearly impossible for us to enjoy a family vacation at ************; manager was sympathetic and stated given highly unusual circumstances, it should be no problem to exchange dates for the reservation, despite this being a non-refundable reservation; provided me with ************************************* email address to coordinate reservation change; promptly sent a message -12/27, the day we were intended to arrive at the hotel; ************************************* staff directed me to contact Travelocity; promptly contacted Travelocity and they indicated they would contact the hotel directly to obtain authorization from the property manager to exchange the reservation dates -Days later, shocked to hear from Travelocity they were unable to obtain authorization from ************ property manager ******************* communications system between ************ Resort in San Diego and the ************* Rentals billing service Attempted resolution: Many emails and telephone calls with ************, the ************************************* address, and Travelocity; multiple **** front office managers sent emails to ************************************* on my behalf requesting exchange of dates; billing office said they could only manage reservations made directly by the hotel, then redirected right back to them by the front office manager, who indicated that they could not handle the reservation personally and could only email on my behalf Desired resolution: Exchange of dates for original reservation due to misinformation provided by **** front office staff

  

  Business Response

  Date: 03/17/2023

  ********************, 

  Please check your email when you have a chance.  i sent some pretty detailed information in regard to your reservation.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:03/02/2023

  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.

  We are extremely upset that we contacted **** Resorts to cancel our timeshare and was told that we qualified for their Exit Program from ********************. We followed his instructions and filled out the information necessary for release, and the Exit Team responded that there was no options at this time and we would be placed on a waiting list. This was a month ago, and we inquired about it again today, and they denied us again. This is absolutely unacceptable. What was the purpose of telling us we qualified for a release if theyre keeping us hostage and wont let us out? We have explained our situation, and how we were pressured into this purchase. We were offered to have a short meeting at Welks Lake Tahoe location, and it ended up with whole day staying there and not able to leave because they arranged shuttle to get us there and we can`t leave till they arrange the shuttle for use. We were told that timeshare is like owning a house and wealth could pass it on to our kids. They didn`t mention anything about how to cancel or terminate it and maintenance fees will change and continue go up and we have no way to cancel it. They also presented easy use of their timeshare, but when we actual want to book with them, there is never any availability. As such, the stress of this timeshare has also resulted in a divorce. We are not able to use it since we signed up in 2017 and we paid off on spot. We want to be released and our money returned immediately.

  

  Business Response

  Date: 03/16/2023

  **************,

  You do qualify to request to be part of the exit program.  Your ownership has been paid in full and you have paid your usage year maintenance fees.  When they begin to process releases the most important thing is that they have your name, which they do.  Once then begin to process owners for release they will reach out to the owners that they have on that list.

  Please feel free to reach out to me directly if you have any further questions.  

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 03/17/2023

  
  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:02/28/2023

  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.

  There has been a lack of communication from Welks customer service personnel. I spoke to ******************** from the company some months ago. He was to check on me exiting my timeshare. He stated he was going to present it to the board. I have yet to receive any response from him. I have medical conditions with my heart that prevent me from traveling far from my physicians office. I have tried to explain this to **** and no one seems to understand or care. In addition to physically not being able to travel, just booking a vacation was very difficult and was not as easy as it was presented to be. I would like for **** to consider my medical condition rather than dismiss my request to exit my timeshare.

  

  Business Response

  Date: 03/07/2023

  ****************, 

  Thank you for taking the time to talk to me.  As we discussed, you no longer have an active ownership contract.  Please feel free to reach out to me if you have any questions or concerns.

  Best regards, 

  ********************,

  Director- Customer Advocacy

• Initial Complaint

  Date:02/21/2023

  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 have been trying for a month now to reach someone regarding my husband's, *************************, passing away on 12/28/2022. I continually get the run around and am transferred from one number to another number and when I finely get through to someone they act like they can't hear me. My husband has died and I have no money to pay for the time share and have been trying for 1 month to let them know. My husband kept up on the quarterly payments religiously since 2006 but without him or his annuity payments there is no more travel or money. I am home bound and cannot travel anymore and this company needs to abolish the time share immediately. This is very emotional to have to go through this with **** and ***** vacation club every time I call them. PLEASE HELP ME - my number is ************. I am 81 years old and have my own health issues and just need help so that this company doesn't destroy me and the little that I have left.

  

  Business Response

  Date: 02/27/2023

  *****************, 

  I am very sorry to hear about the loss of your husband.  Thank you for taking the time to talk to me last week.  I have a member of my team reaching out to you directly to provide assistance.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:02/21/2023

  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.

  This is a complaint against SOLEIL, **** AFFIL. Here is the transaction detail: 1) $349 REBILL-SOLEIL, **** AFFIL 2) Transaction date: 11/08, 2022 3) Reservation #********.Initially I tried to book a promotional hotel from them. When I got a confirmation, I realized they booked a different report other than what was indicated from a physical letter. Then I made multiple phone calls but no one was willing to help. I had no choice but filed a dispute from my credit card. Then the same staff helped me updated the resort. I received an update reservation and cancelled my dispute in good faith. On 12/08, I received an email saying my reservation was cancelled. This business claimed no chargeback received from their end. After multiple rounds of phone calls, they refused to offer any help tracking my previous rebill. I was left with no reservation but a $349 charge. I tried to reach out again, but their management refused to give me a call. Their response varies as well. Sometimes they said the refund has been made. Sometimes they said no bill was received.

  

  Business Response

  Date: 02/27/2023

  Song,

  Thank you for your return email.  I have the information you sent me being reviewed by our team and will reach out to you when they give me an update.

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:02/15/2023

  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.

  I wasnt sure how else to get to ********************. Ive been calling for months to ask about the status of what he was working on for me back in November. *** sent multiple emails and phone calls and really just need him to call me back.

  

  Business Response

  Date: 02/21/2023

  **************, 

  Please check you email and let me know where you have a good time for us to connect.

  Best regards, 

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

  ***** Vacation Ownership

  Director, Customer Advocacy

• Initial Complaint

  Date:02/14/2023

  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.

  While in the meeting we were told that **** was extending their facilities in Branson and would be acquiring more properties in the future. We saw this as an opportunity to go to other places. We were also informed that ******* points would be for a one-week stay in one bedroom unit. We purchased ******* points. We later learned that the points needed for stays were based upon time of year, and one-bedroom units are ****** points per week. The original quote for $40,000.00 for ****** points was lowered to $25,550.00 and was only available while we were there. Our most recent use of the timeshare in Branson, MO in March/April of this year was the most disappointing experience that we have encountered since owning it. The room was dirty, socks under the couch, a nightgown on top of the closet shelf, and the toilet dirty. There was no floor mat in the tub causing my husband to slip and fall out over the side of the tub, getting tangled in the shower curtain, pulling it down, and causing him to hit his head and back on the floor. The towel rack on the tub kept falling off even after being addressed by maintenance. Poor lighting in the living area due to burned-out light bulbs. We attended an owner's meeting and were told that it is very uncertain how it would affect us as owners. During this meeting, we were told we needed to increase our points to do more with the timeshare. We were told more points would allow us to make money by renting out weeks and that we would never be able to get the time we wanted or go to other resorts if we didn't get more points. Since then, my husband has had several major medical issues and life-changing events and has been deemed unable to travel by his physician. We contacted the timeshare to cancel and get our money back, and there is nothing they can do. We specifically contacted the exit services department because of our hardships. We need this taken care of immediately.

  

  Business Response

  Date: 02/21/2023

  *******************, 

  I have reviewed your owner history and I show you have used your ownership on a consistent and continual basis for vacations last from a 7 to 14 days, depending upon the resort, from 2010 thru 2022.  We would not be refunding you any money in regard to your ownership.  Can you clarify for me, have you need in contact with the exit team in regard to your ownership?

  Best regards, 

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

  ***** Vacation Ownership

  Director, Customer Advocacy

  Customer Answer

  Date: 02/22/2023

  Dear ******************, 

   

  This is in response to your question via the BBB. We contacted your **** Team and specifically mentioned the severity of my husband's health situation and stated we needed to cancel this timeshare immediately. Here is their response:

   

  From: MVW **** Services <**********************>
  Date: February 2, 2023 at 7:44:21 AM EST
  To: ********************
  Subject: RE: [EXT] HVC **** Inquiry/ON 1046165
  
  
  ?Good day,
  
  Currently, we do not have an exit option for these ownerships, meaning we are not buying or taking them back. You can try to sell the ownership externally. This option affords you the opportunity to set your own price and to begin the resale process at any time.  We recommend that you avoid companies that ask for upfront fees. We did register your interest to divest, so if an option becomes available (we start buying or taking them back), we will let you know. We cannot recommend a broker to you.
  
  If you should have any questions about the ownership, transferring the ownership to someone else, or fees, please contact ***** Services, ************.
  
  ******************
  Manager II, IRM Digital & Systems Support
  OWNER EXIT SERVICES
  
  9002 ************
  *******, ** 32819
  mvwc.com
  
  

   

  We cannot continue with this ownership and ask that you please allow us to deed this property back to you. If a refund is not available, that is fine, but we simply cannot continue with this ownership. Please confirm this will be taken care of. 

   

  Sincerely,

   

  ******* and *************************

  

  Business Response

  Date: 03/21/2023

  *******************, 

  Thank you for taking the time to talk to me last night.  I am very sorry to hear about your husband's health challenges. I will be back in touch with you early next month.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 03/27/2023

  
  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:02/13/2023

  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 need someone from Hyatt to reach out to me. I am currently facing financial hardship and cannot afford to pay the maintenance fees that keep increasing at an astonishing rate. Medical bills and the increasing fees make things challenging when you have two kids to provide for. I need my timeshare canceled for the betterment of my family. This is just one of several attempts to get someone from ***** to take me seriously, and this process has been like banging my head into the same wall repeatedly. Theyve already gotten $16,000 from me for a timeshare thats more trouble than its worth. When I do bring my family to the resort, were treated like inconveniences. How do they call themselves a hospitality company? You only care about me if Im willing to put myself and my family into more debt. *** told you repeatedly that I have financial and medical reasons to want out, but ***** doesnt care enough about their customers to want to do the right thing. Prove me wrong, Hyatt!

  

  Business Response

  Date: 02/27/2023

  ******************, 
  

  We do not have a cancel on demand option for your ownership contract.  The last contact I show with our ***** Services team was in mid-2022 when you contacted them advising you wanted to sell to a third party.  I do not show any contact with our financial services team in the past 2 years, and no mention of hardship with either of those teams.  We are more than happy to assist you with the usage of your owner benefits.  I show that you have had good success using your ownership for stays at a number of our resort locations.  

  If you would like me to have a member of our ***** Services team reach out and assist you, I am happy to do that.  

  Best regards, 

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

  Director, Customer Advocacy