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

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

  
• 

  Welk Resort Hotel

  1984 State Highway 165 Branson, MO 65616-8936

• 

  WHV Resort Group Inc

  3400 West Victory Boulevard Burbank, CA 91505

• 

  WHV Resort Group Inc

  34565 Cathedral Canyon Dr Cathedral City, CA 92234

  
• 

  Welk Resorts

  970 Northstar Dr Truckee, CA 96161-4204

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:02/04/2025

  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 have been with Welks Resorts since November 2019 and have been dissatisfied with the company. Like most people during the pandemic in 2020, we fell on hard times financially and could not afford the timeshare. We offered to buy our way out of the timeshare, but ***** refused to negotiate. We continued to make our payments due to the threat of placing negative remarks on our credit report, as they stated they would. In 2024, we fell behind on our maintenance fees due to our financial hardship, but we managed to continue making monthly payments. ***** never informed us they were selling their company and our contract to Hyatt Vacations, which made it more difficult to handle our original transaction or even ask if we were ok with going to Hyatt Vacations. They also did not disclose that our payments would only go to the interest on the loan and not toward the principal, increasing the original agreed price by thousands of dollars. In October 2024, I contacted Hyatt and arranged a payment plan to get current with our maintenance fees of $1,901.83. I was instructed to write a certified letter to Hyatt to prevent the company from putting a lien on our account. ********************** accepted my offer, and I was to pay $950 dollars on October 15, 2024, and the remaining balance of $951.83 on October 30, 2024. On December 13, 2024, I requested Hyatt to exit our timeshare as they instructed. On January 10, 2025, I received a letter from Hyatt stating I still owed a balance of $977.66 for maintenance fees.On February 4, 2025, I called Hyatt and explained that I made arrangements for that payment, and they did not process it. The receptionist said, "I do not know why that payment was not processed. I see it in our system, but you now owe $1,168.45 due to late fees." Hyatt/Welks have been very unprofessional during this process. We are now out of extra money we did not have. We want out of Welks/Hyatt for unethical business practices. Based on the money we paid our contract is done.

  

  Business Response

  Date: 02/11/2025

  Mr. ********,

  I am sorry to hear about your frustration with your ownership. Our records show your maintenance fees are currently up to date. 

  When you purchased your contract, you signed a simple interest note good over 10 years. The payments are allocated toward both Principal and Interest, there are no interest only payments. The information in regard to the cost of your note is clearly defined in your Truth-in-***************** disclosure, which defines what the actual cost of your note is over the time of the loan. 

  As far as the notification about the sales of Welk Resort Group, our owners were emailed and updated when the **** family sold. 

  We do not have a cancel option for your ownership. We are more than happy to assist you with the usage of your owner benefits for vacation travel. Our ************** team is available 6 days a week to help you with using your owner benefits for vacation travel. they can be reached at 800-GOHYATT. 

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy 

   

  Customer Answer

  Date: 02/13/2025

  Hello,
  
  Although they responded, we are still not satisfied. Had the contract been explained in detail during the transaction, instead of ******* customers to sign documents, we would have never signed up for this timeshare. Hardly any of our payments have gone towards the principal. The purchase was for just over ******, and over the six years we have been owners, we still owe a balance of ****** on making payments of $299 a month. That is ridiculous. We were bamboozled into making this purchase, and because your company would not let you leave during the presentation, we were a cohort into buying a timeshare.  We still had to pay to use the free gifts we were supposed to receive. We never used them, by the way, due to this. We have paid over ****** dollars, and we feel like we don't own anything. The membership is a scam because nothing is ever available when you want to use the membership. This experience had been nothing but negative from the top-up. We want an exit agreement or an exit in general. Financial obligations have changed since the pandemic, and paying for them creates hardship. This is not a benefit. The only people benefiting are Wellks/Hyatt. We request a solution asap. We have paid more than the ownership is worth and should be compensated because we never used it.  Letting one very unsatisfied customer out of an unethical business transaction is not going to hurt your overall profits, because this is what this is really about.

  

  Business Response

  Date: 02/18/2025

  Mr. ********, 

  We are more than happy to assist you with the usage of your owner benefits for vacation travel. Your owner history only contains notes in regard to payment of your VOA Dues and questions about exiting your ownership, there are no attempts to use your owner benefits for vacation travel.

  As far as your questions on your promissory note, you will pay more interest at the start of the note and once you reach the halfway point of 5 years on the note, you will then see more of the payment go toward the principal of the note then toward the accrued interest. That is how a simple interest note works.

  You have a number of excellent vacationing options available to you. We do not have an option for you to simply cancel your contract on request. Our exit tea can assist with exiting your ownership, but the participation parameters include all owner obligations being paid in full. I would like our team to help you with using your ownership until you get to the point where you can participate in the exit team program, if you still want to go that route. 

  Please let me know if you would like me to have a member of our team reach out to you directly.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

   

   

• Initial Complaint

  Date:02/03/2025

  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 am lodging a complaint against WHV Resort Group/Hyatt Vacation Club due to their ongoing failure to address my repeated attempts to terminate my timeshare agreement. I have contacted the company numerous times, yet they have made no meaningful effort to resolve my concerns. I entered into an agreement at **** Resort in 1992, lured by promises of "Red Week" availability under a contract set to revert back to Indian Land in 2060. However, the advertised accessibility proved to be highly challenging, hindering the value of the timeshare. Matters worsened in September 2001, when I attended a meeting at the penthouse on ************** in ************** and was convinced to convert my usage to RCI Points. Though presented as a benefit, this change only introduced additional complexities, further limiting my ability to utilize the timeshare effectively. For years I have consistently met my financial responsibilities, including annual maintenance fees, yet the return on investment has been minimal to nonexistent. The complexities of scheduling, coupled with the financial obligations and the lack of utility I derive from the timeshare, have led me to the decision to request termination and a refund. The maintenance fees, albeit paid annually, now feel burdensome considering I don't use the property. After realizing that the timeshare no longer provided any value, I began the process of requesting termination. On January 31, 2024, WHV Resort Group acknowledged the registration of my intent to exit through their exit services team. However, a year has passed with no follow-up, progress or resolution. I am asking for the Better Business Bureau's assistance in addressing this matter. WHV Resort Group/Hyatt Vacation Club should promptly terminate my timeshare agreement and provide a full refund of all monies paid, including maintenance fees and other related expenses.

  

  Business Response

  Date: 02/05/2025

  Mrs. ******,

  I am sorry to read about your frustration. I show you have been an owner with us, along with your husband, since 1992. Thank you for being such long-time owners with us.

  I can confirm you are registered with our exit team. They currently do not have an approved process to change the title on your ownership. We are working diligently with the parties that are tied to the land-lease for your Desert Oasis ownership to get an agreement in place. Once we have that agreement in place, we can have our team reach out to you and assist you in exiting your contract. 

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:02/02/2025

  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.

  Were reaching out to share the incredibly frustrating experience we have had with WHV Resort Group. What started with excitement and big promises has turned into a constant battle of broken commitments, conflicting information, and heavy financial pressure. When we first met with WHV Resort Group in **********, they told us our remaining audition points would automatically transfer to us. Despite following up numerous times, this has never happened. A major selling point for us was the promise of a resort in ******, which turned out to be completely misleading. It only got worse from there. At another presentation in *********, we were offered benefits like private pool reservations and unlimited guest access. None of these perks ended up being available. We were also under the impression that booking vacations would be simple, wed get free weeks for referrals, and financing payments would be straightforward. Not only did none of this materialize, but we were also hit with steep maintenance fees we werent prepared for, leaving us in an unexpected financial bind. Things became even more difficult after Hyatt took over. Since then, using our points for vacations has been a frustrating and limited process. They pressured us into buying more points. It has become clear to us that they are intent on keeping us in a never-ending cycle of purchases. On top of everything, the rising maintenance fees have put an enormous strain on our familys finances. Weve tried to resolve this directly with Hutch ******* at WHV Resort Group but our concerns were brushed aside. Mr. ******* dismissed our complaints and refused to acknowledge the dishonest tactics and false promises made by their sales team. We need WHV Resort Group to take responsibility for their actions. We need to be released from this timeshare contract immediately, without any further payments or obligations.

  

  Business Response

  Date: 02/05/2025

  Mr. & **** *******, 

  Yes, I did respond to your prior request to terminate your ownership contract. As I stated in that response, since your upgrade to a Platinum point ownership in 2019 your owner history shows 1 call about using your owner benefits. That call was in regard to a stay confirmation for an exchange booking. 

  We do not have an option for you to cancel your ownership contract on demand. I do show you are registered with our exit team as of August 9, 2024. That is where you want to be.

  Our exit team has been working on a consistent basis and will reach out to you with an offer to exit when they get to your spot on the registration list. The offer to exit will come via email. 

  Please feel free to reach out to me with any questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy 

• Initial Complaint

  Date:01/28/2025

  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 have tried multiple times to contact the company through email to end our timeshare ownership, which has become a big financial strain. Unfortunately, no one has responded to me. This is very upsetting and feels like the company doesnt care to help us.Second, when we first signed up with ****, they told us it would be easy to book trips at the locations we wanted. It wasnt true. Later, when we agreed to an upgraded contract, they promised better availability. That hasnt been true, either. No matter how far in advance we looked even a year before we would rarely, if ever, find an available location that worked for us. Most of the time, the spots that were open were at bad times of the year or not the places we wanted.Third, since Hyatt took over, the website has been a nightmare. For months, we weren't even able to log in to see our points or account details. When we finally did manage to log in, the site was hard to use, and we spent hours trying to find available locations without success.Lastly, the biggest issue is the rising maintenance fees. These fees have gone up so much over the years that it has become a serious burden on us financially. We are both over 80 years old and retired, and this is too much to handle. For what were paying in fees, we could easily book trips ourselves to places we really want to visit, without all the hassle this timeshare causes.This situation has caused us a lot of stress. The unkept promises, lack of help, and financial strain make it clear that this program is not worth it.

  

  Business Response

  Date: 02/03/2025

  Mr. ******, 

  Thank you for being owners with us over the past 12 plus years. I am sorry to hear of your frustration. It looks like you have had some good success in using your owner benefits for vacation travel. 

  Your owner notes show you have been sent the information to register with our exit team. Can you confirm for me that you are registered. The exit team has been working on a consistent basis and exiting our owners for the past 15 months. I want to make sure you are registered with that team. I can send you the information if needed and an outline of the process.

  Please let me know if you would like me to email you the program information.

  Best regards,

  Hutch *******

  Director, Customer Advocacy 

  Customer Answer

  Date: 02/06/2025

   

  I have made numerous attempts over the past 3 months to contact someone regarding our contract. I received a communication from Hutch *******, Director for customer advocacy department. He said I had been sent information to register with the "exit team". I have not received any information from anyone at the Hyatt group. Mr ******* asked for a response to the BBB complaint (ID #********* I filed but he did not leave any contact information. Please advise him of this communication and my request for information so I may register with the "exit team". To my knowledge, I have not been registered with the "exit team" and would like confirmation this has been done so we can continue working towards resolving this. 

  ***** ******

  

  Business Response

  Date: 02/14/2025

  Mr. ******,

  Please check your email when you have a chance.

  If you have any questions, please reach out to me.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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.

  P-325349 I am writing to share my experience regarding the purchase of our timeshare and the financial and emotional strain it has caused my family and me.When we purchased our timeshare, we were invited to a presentation that was supposed to last 90 minutes but ended up taking over four hours. During this presentation, we were asked about our dream vacation destinations. The representative enticed us with images of beautiful hotels around the world, claiming we could stay at any of them and book at any time and place. They made us feel as though we were purchasing real estate, presenting it as an investment that we could later pass on to our children. Additionally, they emphasized that the deal was only available on that day.This scenario occurred multiple times. On two separate occasions, we were called back for updates on new benefits. At these presentations, despite expressing that we couldnt afford any additional costs, we were pressured into believing we would have priority booking if we agreed to proceed. The high-pressure tactics left us feeling cornered.The sales team also asked to check our credit. Despite our financial obligationsincluding mortgage payments, car loans, and personal debtsthey assured us we were qualified. Their convincing tactics led us to purchase the timeshare, which has since created significant financial stress.Our mortgage payment increased by $1,200 per month in March 2024, further straining our finances. As a retiree on a fixed income, this has created a financial hardship, compounded by my declining health due to end-******************* and other medical issues.We respectfully request relief from this financial burden, as the circumstances under which we were sold this timeshare were misleading and unethical.

  

  Business Response

  Date: 01/29/2025

  Mr. *********, 

  I am very sorry to hear about the health and financial challenges you are dealing with. I show you became an owner with us in 2019 and that you have chosen to upgrade your ownership 4 times since then. 

  We do not have an option for you to simply cancel your contract on demand. Our team can help you with moving your time, so it does not expire but we do not have an avenue for you to just cancel your contract. We do have an exit team but the parameters of participation in that program include your owner obligations being paid in full, which doesn't fit your current needs. 

  We do not currently have a hardship program. In the event that we have one in the future, I have you name and contact information recorded so we can contact you so you will have a chance to apply for consideration. 

  I am happy to connect to discuss this further, if that fits for you.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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 submitting a complaint against WHV Resort Group concerning our distressing experience with their timeshare agreement under the Hyatt Vacation Club brand. This arrangement has negatively impacted our satisfaction and financial stability, and we are now seeking assistance in exiting from it. When we initially purchased our timeshare, we were subjected to high-pressure sales tactics that left us feeling cornered into making a decision without adequate time to deliberate or fully understand the implications. The sales presentation was carefully designed to make the offer appear overwhelmingly advantageous, but it is now evident that it was **** with misrepresentations. Among the promises made was the assurance of access to newer, high-quality accommodations at the property. However, since the purchase, we have consistently faced challenges in securing reservations for these preferred units. Instead, we have been confined to the older, less desirable areas of the property, which fail to meet the expectations set during the sales process. We were told that renting or selling our allocated vacation time would be straightforward, a key selling point during the purchase. This has not been our experience. Our efforts to either rent out or sell the timeshare have been met with insurmountable difficulties, and WHV Resort Group has offered no practical solutions or support to resolve this matter. The combination of misrepresentations, poor service, financial strain, and the lack of accountability from WHV Resort Group has made this agreement unsustainable.

  

  Business Response

  Date: 01/27/2025

  Mr. ********,

  We do not have an option for you to simply cancel your contract on request. I have reviewed your ownership notes and I show you registered with the exit team on October 2, 2024. That is where you want to be. Our team has been working on a consistent basis.

  I show all your obligations are up to date so the team should reach out to you via email when they get to your spot on the registration list. When you get that offer you want to accept, and the process should **** *-8 weeks to complete. 

  Please feel free to reach out to me with any questions.

  best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 01/31/2025

  Were starting to get pretty frustrated with how long this is taking. Its been a few months now since we registered, and we havent heard anything specific about when well get the offer to move forward. We really need this taken care of soon because we dont want to get stuck with more costs while were still waiting. Can you please tell us when we can expect to receive the offer so we can wrap this up? We just want to get this done as soon as possible. If theres anything you need from us to speed things up, just let us know.

  

  Business Response

  Date: 02/03/2025

  Mr. ********,

  I understand your frustration. I do not a projected date for you to receive an offer to exit. The team works on a first in first out basis and sticks to their registered list. There is not an option to circumvent that list or to get bumped to the front. It is important they keep the process fair.

  They will reach out to you with an offer to exit via email. When you get that offer, please respond with an affirmative and that will start the process. 

  If you have any questions, please reach out to me.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:01/22/2025

  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 have tried many times to cancel our account and have been in touch with ******** ****, but nothing has been ************ of the biggest problems weve faced is not being able to book properties or dates we actually want. Every time we try, nothing is available, which makes the program useless to us. There has also been confusion about the vacation time weve paid for, causing us to lose a week and have to pay extra on trips where costs should have already been covered. On top of that, we had to forfeit vacation time we couldnt use because one of us suffered a bad leg injury. Even with this serious situation, **** wouldnt help us out. When we tried to use the weeks we paid for in 2019 and 2021 for trips in 2022, **** made a mistake and used weeks from 2023 instead. This left us unsure of what is left to use at all.When we originally signed up, we felt pressured into agreeing. We were promised help whenever needed, easy use, and great vacation options, but none of this has been true.This situation has been a series of headaches and financial losses.

  

  Business Response

  Date: 01/27/2025

  Mr. ****,

  I am sorry to hear about your frustrations with your ownership. I have reviewed your owner history.

  Our records show your contract was closed in October of 2024. You no longer have an active ownership contract. 

  Please feel free to reach out to me with any further questions.

  Best regards,

  Hutch *******

  Director, Customer Advocacy 

   

• Initial Complaint

  Date:01/21/2025

  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.

  On Dec 30th, I was contacted by a sales person (*****) to sign my ownership over to the co-owner before end of day for their year-end close. He texted me multiple times and then promised a $100 **** gift card would be emailed to me if I signed that day. Even with my busy schedule, in the middle of my work day, I set aside the time as we had an agreement and it seemed important to him to have this done that day. Once it was signed, I followed up, and ***** let me know that it would be in my email by 11am the next day and that he would follow up with me by 11am to let me know. I then didnt hear from ***** the next morning, so I followed up with him twice when he finally responded that IT was off for a few days and would send it when they get back. I gave it NINE days without hearing anything and then texted again on 1/9, no response. 1/10 I texted again. He responded that he was out of office but would be back tomorrow and it would be sent 100%.On 1/14 I followed up again and asked if whoever this was waiting on had a phone number. ***** responded by asking if he could just ask them to mail it. I said whatever is quicker. I also asked him where this escalates to as Ive spent A LOT of time following up for something that was promised to me in return for my action that I made immediately. He said he will make sure it is sent out and will follow up Friday. I didnt hear from ***** Friday, but Saturday he messaged me and again said that it is still in process and gave me someones email to help expedite for me to email.Follow up with ***** and either Hyatt now has gone in for 3 weeks. I have been extremely understanding.I have made numerous phone calls and spoken to many people with no answers.

  

  Business Response

  Date: 01/24/2025

  Ms. *****,

  Thank you for taking the time to talk to me earlier this week. I have been advised the team sent you a gift card and it should be arriving any day.

  Please reach out to me directly if you have a concern or need further assistance.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 01/28/2025

  I was told that this was sent out last Sunday and that I would receive it last Friday or yesterday at the latest. It still has not arrived.
  

  The tracking number I was given was for something that was delivered to ********. I am in *************************** 

  

  Business Response

  Date: 02/03/2025

  Ms. *****, 

  Thank you for your return email this morning. I am happy to hear they were able to get everything to you. If you need anything further, please email me directly.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:01/17/2025

  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.

  We own a timeshare with this company, but the experience has been frustrating and disappointing. We have tried several times to resolve our problems with them, but we have not received the help we need.For months, we have been in contact with the company about ending our timeshare agreement. We were working with Hutch *******, but we can no longer get a response from him. Back in August, we got a notice from the company that made it seem like our account would be closing in the coming weeks. However, we havent received any confirmation or updates since then. weve tried reaching out about this, but we havent heard back.We havent used the timeshare for vacations. The points system is also very limitedwhen we transfer points, theres a short time to use them. It feels like no matter what, we were paying for something that offers nothing in return.Their website and customer service only make things worse. The website is hard to use, and its not clear how to fix problems. When we try to call for help, its almost impossible to talk to the right person or even get through at all.This whole experience has left us feeling like the company cares more about selling points than helping their customers. Its very discouraging, and we feel taken advantage of.

  

  Business Response

  Date: 01/24/2025

  Mr. *******,

  I have reviewed your owner history, and I show your ownership contract was closed on September 20, 2024. You no longer have an active ownership contract. 

  Please feel free to reach out to me with any further questions.

  Best regards, 

  Hutch *******

  Director, Customer Advocacy

  Customer Answer

  Date: 02/03/2025

  Hello,
  No, I don't mind communicating through email. We just need some kind of physical confirmation that the time share is cancelled. We still get calls from sales people asking us to use our points which is why we are looking for the physical confirmation.

  Thank You,
  ****** *******

  

  Business Response

  Date: 02/04/2025

  Mr. *******,

  Please check your email. I have sent you written confirmation that your contract has been closed for your records. 

  If you have any questions, please let me know.

  Best regards,

  Hutch *******

  Director, Customer Advocacy

• Initial Complaint

  Date:01/17/2025

  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.

  Since buying the timeshare in 2016, it has been nothing but stress for me, and my request to cancel the contract has not been addressed.I recently received a voicemail from **** Resorts that was very concerning. It made it sound like my missed maintenance fees might be added to my mortgage payments. I dont know if thats even legal, and I tried to reach out to them, but no one got back to me.When I bought the timeshare, I was told I would get a week of usage. Later, I found out I only had enough points for two nights and three days. On top of that, I was told I could buy more time to make up for the week I thought I was already getting. This feels unfair and dishonest.Since purchasing the timeshare, I have only used it once. That was at the ********** Resort in ********** near *****. Even then, I couldnt get the dates I wanted and had to change my plans to fit what was available. I stayed from January 19 to January 21, 2022, which was not the vacation I had hoped for.The financial strain of this timeshare is overwhelming, especially with my current health issues. This has caused me a lot of stress, and Im also very worried about this being passed to my children someday. That is not something I want to happen.I would like help to resolve this situation.

  

  Business Response

  Date: 01/24/2025

  Ms. ********,

  I am sorry to hear about your frustration with your ownership. I do show you have contacted our team asking about how to exit your ownership. We do have an exit team that can help you, once your ownership contract is paid in full. Your ownership will not be placed in your children's names without their authorization. They would have to choose to take on the ownership and any obligation tied to it. They are not obligated to take it over. 

  We would like to help you with using your owner benefits, if that is an option. Your ******* Platinum owner points with even year usage give you a number of vacationing options.

  Please let me know if you would like to discuss this further.

  Best regards,

  Hutch *******

  Director, Customer Advocacy