Complaints

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

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  Client Protection Group LLC

  901 W Civic Center Dr Ste 400 Santa Ana, CA 92703-2383

  
• 

  Client Protection Group LLC

  1800 E 16th St Ste A Santa Ana, CA 92701-3177

  
• 

  Client Protection Group LLC

  32432 Alipaz St Ste J San Juan Capo, CA 92675-4140

  

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:06/18/2024

  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.

  In early 2022 we entered into a contract with this company. For our $2300 they guaranteed within 18 months they would get us out of our timeshare and during the process my credit would NOT be affected. It is over two years now and along with no resolution to our timeshare, my credit has 24 missed payments on it and is barely above 600. It has dropped over 100 points because of this. Everytime I contact the company I am told to send all this to their company that supposedly takes care of this. I had done it at least 5 or 6 times before realizing that not only is the company not doing anything about my credit, but they are not doing anything about the timeshare. They have never reached out since they took our money. They guaranteed a service and did nothing toward that guarantee. I send in correspondence from the timeshare company as they told me to do, I send in updated credit reports as they told me to do, I sent a letter to the Florida district attorney, as they told me to do.They have done nothing. Not even a phone call to pretend they care.

  

  Business Response

  Date: 06/18/2024

  Our contract explicitly states that halting timeshare payments may result in credit repercussions. Nonetheless, we are committed to assisting clients until their credit is restored to the pre-engagement state. Transparency is crucial, and we highlight that rectifying credit in these cases may take an extended period. Our guarantee is communicated clearly and openly. Furthermore, we have maintained communication with this client, underscoring the difficulties associated with this specific timeshare.

  We are fully dedicated to seeing this process through to the end. While it has taken some time, we are making sure that the final result meets our intended resolution. We thank you for your understanding and patience as we continue to work diligently towards achieving a successful outcome.

• Initial Complaint

  Date:05/21/2024

  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.

  My name is ******************************* *****, and I have ***** of ******** to act for my sister in the matter because she has advanced cognitive impairment. My sister, *******************************, entered in contractual agreement with Client Protection Group, LLC (CPG) in March of 2021. The contract specified an 18-month period of time in which CPG would facilitate an exit from her timeshare contract with Wyndham Vacation Resorts. CPG violated a number of contractual obligations: They did not keep her informed regarding progress on the process, actually refusing to supply answers to direct questions. They did not refund the fee, $7,900.00, when the exit was not accomplished after 18 months. Instead they insisted they needed another 12 months to work on the exit, saying they didn't know there was a mortgage, information they should have had over 18 months earlier if they had been working on the exit. The last communication with CPG occurred in February of 2024 when ***************************, **************** Manager, said she would refer my email to management. I exchanged numerous phone calls, first with a person named ****** who informed me that the exit was in its final stages, which was a lie. I finally had to call from a different number in order to speak to ****** because he would not answer if I called from my phone. ****** referred me to ******* with whom I have communicated mainly by emails, which I have retained. In one email, ******* said management recommended that I file a complaint with the California ******** General's office, which I have done. It is apparent CPG has nor had any intention to secure the exit or refund the fee. They have been deceptive, uncooperative, and dismissive throughout this process. My sister needs the funds requested to help with soon-to-be-incurred expenses related to her condition. In Stipulation 11 of the Contract she signed with CPG, she agreed to "...accept [CPG's] 100% Money-Back Guarantee Policy."

  

  Business Response

  Date: 05/30/2024

  We are sorry to hear about the issues you've encountered with Client Protection Group, LLC (CPG) and appreciate you bringing this to our attention. It is concerning that there seems to have been a lack of transparency and failure to fulfill the contractual obligations outlined in the agreement with *******************************.

  Given the seriousness of the situation and the discrepancies you've highlighted, we recommend that you reach out directly to our corporate office to discuss this matter further. We value your feedback and want to ensure that this situation is addressed properly. Please provide us with any additional information or documentation you may have, and we will do our best to assist you in resolving this issue promptly.

  Feel free to contact our corporate office at your earliest convenience so we can work towards a satisfactory resolution for both you and your sister. Thank you for bringing this to our attention, and we look forward to hearing from you soon.

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with this company in early 2022 to get us out of our timeshare. We were promised that nothing would hit our credit. We have asked for a resolution several times and even asked for our money back. As of 2/13/2024 there is still no resolution and my credit score has been impacted negatively, preventing me from getting an apartment.

  

  Business Response

  Date: 03/25/2024

  We recognize that navigating this process can be challenging and frustrating for everyone involved. All of our clients are informed that if they choose to cease payments on their timeshare obligations, there's a possibility of non-payment being reported to credit bureaus. However, in such cases, we are committed to rectifying any negative impacts on their credit history. While this may take some time, the eventual outcome will be a restoration of their credit standing, along with a successful exit from their timeshare commitment.
   
  For any further inquiries or concerns, we encourage the client to reach out to our ************************

• Initial Complaint

  Date:01/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/23/2020, I entered into an agreement ($1950) with Client Protection Group LLC (herein further referred to as CPG), located at ********************************************************************************************** (*************************************) to speak on my behalf related to my interest in ************************* ownership for the purpose of eliminating my ownership in a timeshare within 12 months of entering into said agreement. Following the time period outlined in the agreement with CPG, the services requested were not performed, the timeshare association declared bankruptcy, and I am seeking refund for services not rendered.

  

  Business Response

  Date: 01/17/2024

  In July 2020, this client enlisted our services amidst the challenges presented by the ******19 pandemic, resulting in initial procedural delays. Despite these obstacles, we persevered in addressing her situation, and upon the conclusion of the 12-month period, she was presented with the option to either terminate the contract and receive a full refund or continue our services without incurring additional fees.

  Our steadfast commitment to her case remained resolute as we adhered to our established protocols, consistent with our approach to handling each client's situation. It was only in October 2022 that we were apprised of the imminent foreclosure of her timeshare.

  Our primary focus is to assist individuals in liberating themselves from timeshare obligations while concurrently safeguarding their credit. In the event of any adverse reporting, our systematic intervention is designed to expedite the removal of such records.

  In this specific instance, we effectively preempted the reporting of any late payments throughout the entire process. Subsequent to the closure of the account, we conducted a meticulous follow-up to ensure the absence of any unfavorable reporting.

  Our commitment to delivering comprehensive solutions underscores our dedication to resolving our clients' concerns with the utmost professionalism and efficacy.

• Initial Complaint

  Date:12/28/2023

  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.

  JANUARY 2022 $2000 ********************* I AM STILL ATTACHED TO TIMESHARE COMPANY HAS STOPPED ANSWERING MY EMAILS AND CALLS

  

  Business Response

  Date: 01/23/2024

  We recommend this client call our customer support phone number. Theres no indication of us not returning his calls or emails. 

• Initial Complaint

  Date:12/26/2023

  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.

  May 27, 2022, Client Protection Group POC ********************* called me by phone to provide assistance in exiting my newly bought Time Share. They promised an exit with a 1-time pymt of $3500 and an 18 month time frame with full refund if unable to exit the timeshare. I agreed. Over these past ***************************************************************************************** status from Client Protection Group. In October 2023 I discussed with ***************************** my request for a full refund as it was evident after many of my phone calls that they were unable to assist my husband and I to exit our Time Share. I ask for assistance with obtaining a full refund, as I have found them to be an unreliable source of Time Share Elimination and unable to fulfill their promises to customers without ruining once's credit, which ***** would willfully do such a thing if they had a choice and come to find out one can legally exit a Time Share with **************** Vacations legally & without ruining one's good credit score. ****** said I could write a letter requesting my refund but she could not guarentee our refund would be granted and returned to us. I am contacting you to request assistance in obtaining our $3500 promised refund after 18 months time as of NOV 2023.

  

  Business Response

  Date: 01/17/2024

  We acknowledge that navigating this process can be both frustrating and time-consuming. As a ******************************* we often find ourselves engaged in a dynamic process akin to a 'Cat & Mouse' game with timeshare developers, necessitating frequent adaptations to new procedures.

  The case notes indicate that our Case Manager Team is presently in the final stages of addressing this specific case. Moreover, it's noted that the client has been in contact with our Customer Support Team.

  Please be assured that we remain steadfast in our commitment to see this process through to completion. Despite the elapsed time frame, the ultimate outcome will align with the intended resolution. We appreciate your understanding and patience as we work diligently toward a successful resolution.

• Initial Complaint

  Date:10/11/2023

  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.

  I entered an agreement with Client Protection Group on 6/28/2021 for eighteen months. During that period of the contract, they were to eliminate my Timeshare with ************* (********** Resort) ********, **. They failed to meet the terms of the contract within that period of time and now will not refund me. I submitted a litter as requested by them for the refund to take place on July ******************************************************************************* my refund.I also emailed them as a follow up requesting a refund and stated this should happen with the next 30/60 days. This email was sent on 10/11/2023 after being told by an operator that the department that handles refunds do not take calls from clients.Thanks for your assistance:*********************

  

  Business Response

  Date: 01/17/2024

  Our team has been diligently working to finalize this case, and is currently in its concluding stages.

  However, it has come to our attention that our Customer Support team has encountered difficulty reaching you through phone calls and emails. We understand the importance of effective communication, and we want to ensure that you are kept informed throughout the finalization process.

  To expedite this matter and address any outstanding concerns, we kindly request you to reach out to our Customer Support team at your earliest convenience. Alternatively, if there are specific times or preferred modes of communication that work best for you, please let us know so that we can accommodate your preferences.

  Our aim is to provide you with the best possible service and resolution. Thank you for your cooperation, and we look forward to successfully concluding your case to your satisfaction.

  If you have any questions or require further assistance, please feel free to contact our Customer Support team.

• Initial Complaint

  Date:10/05/2023

  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.

  I will be waiting for a timely response. e this matter thoroughly and hold Client Protection Group accountable for their misleading practices and breach of contract. I believe it is essential to highlight their unscrupulous business practices to protect other consumers from falling victim to similar situations.I am seeking a prompt resolution to this matter and request a full refund of the fees I paid to Client Protection Group for their services. I appreciate your attention to this issue and look forward to a swift resolution.

  

  Business Response

  Date: 10/06/2023

  We are looking into this matter.

  

  Business Response

  Date: 01/17/2024

  The records in our file suggest that the account has been closed or is currently in the process of closing. We advise the client to get in touch with our Customer Support Team for further assistance.

• Initial Complaint

  Date:08/08/2023

  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.

  Entered into a contract for Termination of timeshare ownership on 8/4/2020 with Client protection Group. Cost was $2,495.00. I followed all the requirements and completed all the needed paperwork. It has now been almost 3 years and this company has not been able to succeed with Holiday Inn Vacations to cancel my timeshare and protect my credit.I have correspondence with the ***************** dating back to April 13,2021 and most recently May 17,2023. In both letters they state they will not negotiate with third party companies like Client Protection Company. Client protection company has and still maintains they are still working on my case. That is why I have not filed with the BBB till now and the **************** Attorney General fraud division. Repeated phone calls and emails have result in one phone call from clerical personnel stating case is active and will be referred to case managers.I have asked for their advertised 100% moneyback guarantee.

  

  Business Response

  Date: 03/22/2024

  This particular client is in possession of one of the most challenging timeshares we've encountered, and since their enrollment, we've dedicated ourselves diligently to resolving their case. While the matter hasn't reached a formal conclusion yet, we're on track to close the account soon, having successfully safeguarded their credit in the process.
   
  Furthermore, despite our persistent attempts to reach out, we've been unable to establish communication through calls or emails. In light of this, we strongly advise the client to reach out to our *********************** at their earliest convenience.