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.

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WHV Resort Group Inc has 9 locations, listed below.

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• 

  WHV Resort Group Inc

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

  
• 

  WHV Resort Group Inc

  34565 Cathedral Canyon Dr Cathedral City, CA 92234

  
• 

  WHV Resort Group Inc

  3400 W Victory Blvd Burbank, CA 91505-1544

• 

  WHV Resort Group Inc

  8860 Lawrence Welk Dr Escondido, CA 92026-6403

  
• 

  Welk Resort Hotel

  1984 State Highway 165 Branson, MO 65616-8936

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:02/13/2023

  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.

  Paid the contract off, currently just paying maintenance fees.

  Customer Answer

  Date: 02/15/2023

  The issue is my timeshare contract, I have request the Deedback for my timeshare contract and have not had a response and I would like the resolution to be either provide me a deedback or cancel my contract. Thank you

  

  Business Response

  Date: 02/22/2023

  *************, 

  What you are asking for as a resolution is one and the same.  We do not have an exit or terminate on demand option for your ownership contract.  I will send you our exit teams information to the email listed on your complaint.  Please reach out to me directly if you have any further questions. 

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 02/24/2023

  
  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:02/10/2023

  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.

  Going on 6 months plus and I still cannot get detailed information regarding a responsible exit from the ******** timeshare. I did receive an email reply with some basic info on Jan 31, 2023, outlying some basic info that would need to be forwarded to an email address for consideration in exiting the time share. However, no useful info was provided outlining the applicable steps/procedures. Specifically, the info we need to make an informed decision regarding a potential responsible exit or continued membership. Questions still remain such as will HVC buy the timeshare back, does HVC have a walk away program, does everyone that applies for responsible exit get accepted, along with other questions. When I started this process, in Aug 2022, I was a member in good standing. Due to ******** delays, I'm probably not in favored status anymore. I should not be penalized for HVC not having a plan! In the past, **** offered a "same day" buy out, Same day, not months later. This is what I expect from HVC.

  

  Business Response

  Date: 02/16/2023

  ******************, 

  We have provided you with the exit information for your ownership contract.  We do not have an expedited program for you.  We have responded to your prior requests.  If you have provided your information to our exit team you have done your part.  They will reach out to you directly when they begin to take back inventory. 

  I am happy to answer any questions you may have.

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 02/17/2023

  I dont accept the response received from ******************* (HVC) since HVC didnt address all my questions or proved a detailed Responsible Exit Plan. I am led to believe the receipt of any exit plan or strategy is not possible; therefore, I do not wish to pursue this complaint any further. 

  Thank You for your time *** effort.
  

• Initial Complaint

  Date:02/03/2023

  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.

  My husband and I were hardly ever able to book anything using our ownership. Now my husband has recently passed. I cannot bear the burden of this timeshare and need it out of my name. When I reached out to Hyatt about getting my account closed, all they did was **** on my account that I was interested and said they would contact me if some exit plan became available. I cant keep waiting for something that might not even happen because Im going to still be responsible for paying. The maintenance fees keep going up and its incredibly tough on me financially.

  

  Business Response

  Date: 02/16/2023

  *******************, 

  I am very sorry to hear about the loss of your husband.  I have left you a couple of messages over the past 12 days.  Please reach out to me when you have a chance. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:01/19/2023

  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.

  ***** has truly found the balance between hounding me for things that have nothing to do with what I ask for and forgetting that customer service exists when you ask them to do the right thing. The collections calls are bordering on harassment, and when I ask them to forward me to someone that can help me cancel my contract, suddenly, it’s crickets. If ***** wants me to work with them, I need them to meet me in the middle and treat me more than a number or a revenue stream. I have a problem with a company that refuses to help me and wants me to stay compliant and abused by their corporate greed. I need someone to contact me with answers and solutions ASAP!

  

  Business Response

  Date: 01/25/2023

  Please see attached response. 

  Customer Answer

  Date: 01/27/2023

  The business publicly announced that my account was
  defaulted but never notified me other than now. We are still getting
  collections calls and are in the process of disputing the debt with the
  collections agency. How is our debt in collections if it's defaulted? That
  doesn't make any sense, and this seems fishy. 

  

  Business Response

  Date: 02/06/2023

  **. ****,

  I do not show an active contract for you.  Please feel free to reach out to me directly so we can try to resolve any ongoing issues.

  Best regards,

  Hutch F******

  Director, Customer Advocacy

• Initial Complaint

  Date:11/21/2022

  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.

  We are sick and tired of being denied and dismissed from Royal ********************** We have expressed our desire to end our timeshare agreement with them, and the company has not assisted us with this matter. This wasnt a hastily made decision on our part, we tried to end our relationship with the company within the allotted rescission timeframe, and we were denied and told we could not do so.We are now being told that in order to get out of our timeshare membership, we would have to sell the timeshare property ourselves. This was not mentioned to us initially, and this is not the route we wish to pursue to end this relationship. Trying to sell the timeshare is not a feasible termination option. There is no guarantee that someone would want to purchase the timeshare. We entered the timeshare agreement with Royal ********************** so it is only right that they assist us with terminating our membership. Retaining this timeshare is no longer an option for us, and for them to pass the buck and deny us without detailed information doesn't sit well with us. Lastly, we have asked for this situation to be reviewed by upper management and have yet to hear from management or anyone, to say the least. We hope to resolve this matter soon, but we need assistance with this business.

  

  Business Response

  Date: 11/29/2022

  ****************, 

  I have reviewed our owner records and I do not show an ownership contract under your name.  Can you let me know if the contract you are referencing is under another name.  I am not familiar with a business name of Royal Holiday Vacation Club. 

  Best regards, 

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

  Director, Customer Advocacy

  Hyatt Vacation Club

  Customer Answer

  Date: 11/29/2022

  
  Better Business Bureau:
  
  This was inadvertently filed for the incorrect company and will be refiled for Royal ********************** Please disregard.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/21/2022

  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.

  We hope this finds the right person to help us cancel our timeshare. We no longer want to own this timeshare and have written several emails to get someone to respond. ******** and I have divorced since purchasing the timeshare and do not feel the need to continue to own something from that stage of our lives. We could not have anticipated this, and we hope that **** or Hyatt has a way to assist us in completing this task.

  

  Business Response

  Date: 11/29/2022

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

  I will be reaching out to you directly to discuss this.  We do not have an exit option for your Deeded Desert Oasis week at this time.  It is something we are working on and I expect us to have an option for you in the early part of 2023.  I have added you to my list of owners looking for a deeded week exit avenue and will have my team reach out to you directly with the information needed to apply for release, once we have that path in place for you.

  Best regards, 

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

  Director, Customer Advocacy

  Hyatt Vacation Ownership

• Initial Complaint

  Date:09/08/2022

  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 attended tour at Lawrence **** resort *********, sales trying to convince us to purchase a time share which we did not this was back in ****.. But we were convinced to purchased a vacation holiday package for $1000.00 we paid directly to the resort. I have all paperwork. were given ********************************* different locations and states. And were told that there is no expiration dates. We used 2-3 when our children were younger and now that we are empty nesters we wanted to utilize them. I reached out to the Holiday travel of America who the resort had contract with and they are out of buisness in 2019. I then contacted *************************** Resort to see how this is being handled, and i was told we are out of luck there is nothing to be done. So i am trying to find out why? When we have a contracr with **** resorts and paid them directly.

  

  Business Response

  Date: 09/14/2022

  **********************, 

  The travel package you describe is a Holiday Passport with a company called Holiday Travel of America.  Unfortunately, it is my understanding that Holiday Travel of America has gone out of business. They were a vendor of ****, not a **** owned, operated or controlled company.  This transpired back in 2018 and 2019.  In 2021 Welk Resort Group was purchased and is now Hyatt Vacation Ownership. I would not have a travel option available to you using the vouchers in your possession as Holiday Travel of America no longer exists. 

  Best regards, 

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

  Director, Customer Advocacy

• Initial Complaint

  Date:09/08/2022

  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 would just like a response from **** Resorts. When I try to contact them their numbers have been disconnected. I tried calling *****, who took over **** and they passed me to 3 different people only to have the last representative speak over me and yell at me. I am just wanting to be released and no longer have to deal with rude people and a company that lacks customer service. I no longer want to have to deal with rude people and scam artists who will sell you something that is fraudulent and not what they say it is. I am tied to a contract that has never been beneficial to me and I would just like to be completely done and financially free from this awful company. Please help me get the resolution I would like as well as try to help other people from making the same mistake I did.**************

  

  Business Response

  Date: 09/14/2022

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

  I show I responded to you in writing that you have an active ownership contract on June 1, 2022.  We do not have an exit on demand option for you contract.  Our team is happy to assist you with the usage of your ownership.  I am happy to have them reach out and assist you directly.

  Best regards, 

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

  Director, Customer Advocacy

   

• Initial Complaint

  Date:09/08/2022

  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.

  We have been trying to get in touch with **** Resorts to get a status on our ownership and our request to cancel this. We have not gotten anything from anyone at **** Resorts lately. We have been trying to close this ownership for 2 years now. We bought this in 2018 and have never used this timeshare for a vacation. We feel like we were blinded by all the promises the sales people made and have realized this timeshare was nothing like they promised. This timeshare has caused so much anxiety for us and we want this over with so we can have our lives back. Even though we have reached out mulitple times over the past few months, we have not heard back from **** Resorts at all and our concern is increasing!

  

  Business Response

  Date: 09/14/2022

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

  I have reviewed your ownership contract and it is no longer active.  Our records show it was closed, due to default. 

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

  Best regards,

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

  Director, Customer Advocacy

• Initial Complaint

  Date:08/30/2022

  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.

  We are **** Owners and were advised recently that the company was sold to Hyatt and that RCI no longer held a subscription with them but it would be through Interval. Once we learned this we immediately attempted to redeem our points for vacation stay. After countless calls back and forth from Interval and ****/***** we learned that our points wont transfer until October.. we have been trying to book a stay for Labor Day weekend 2022 for over 3 months now. First we were told **** had to transfer our account because our points werent populating in their system, then we were told by ****/***** that we could only book through them even though they had no availability, now were being told we cant book through the exchange until October, well after our travel Availability. I paid my dues and all the fees associated and now I cant book any vacation. I am beyond ****** as I am a Platinum **** Owner and was told my level of points would get me Gold Crown Availability now I cant book anything. I would like a refund on my dues until this issue is resolved as Im being restricted from booking or transferring my points in direct breach of contract with the company. Please advise immediately.

  

  Business Response

  Date: 09/09/2022

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

  I had our ***** Services team look into your ********************** account and they show no restrictions and ******* Platinum points from 2022 open for usage.  Would you like me to have someone reach out to you directly and assist you with booking?

  Best regards, 

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

  Director, Customer Advocacy

  Customer Answer

  Date: 09/10/2022

  We are reviewing your response and will confirm if we have in fact received the points to use on *********************** Please have someone contact us right away to get the fixed. BBB has my contact information and I release them to contact me immediately. 

  

  Business Response

  Date: 09/20/2022

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

  I have asked our ***** Services team to have a lead agent reach out to you directly and assist you with viewing your points placed in for exchange usage. 

  Please reach out to me if you need anything further. 

  Best regards, 

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

  Director, Customer Advocacy