Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2025

  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.

  These very confident smooth talking gentlemen promised they had a buyer for the points on my Timeshare and they told me they would get me a very sizeable price for the timeshare points. They said they had buyers looking for my points and would not take very long to sell. That was in November of 2024, In February, I was approached by phone by ****, General Manager and he again extorted more money from me. After several weeks of regular phone calls telling me, 'he was putting this together", I stopped receiving the calls completely. I am very upset because I was so hoping these guys would render my points SOLD.

  Customer Answer

  Date: 05/14/2025

  Sunset Escapes

  *******, **

  Phone **************

  **** ********, ****, General Manager

  Business Response

  Date: 05/29/2025

  Client signed up for "for sale by owner" marketing and advertising. Client signed a ******** agreement stating they understood that there was no guarantee of a sale. Client understood they were signing up for marketing and advertising. Client was never promised by any representative that a buyer was readily available. Client was additionally offered a 100% voluntary marketing program with no commitment necessary at their own discretion to assist in a different program. Client in still being marketed and advertised outside of their 90 day agreement. Client was also refunded for their secondary marketing program. 

  Customer Answer

  Date: 05/30/2025

  I was given a rowdy promise of "getting this thing together" and yes was in quiet a hurry, to get this out there on the sales floor.  All of this I now understand was empty sales talk and **** and **** were both excellent at that.  I am very disappointed because, I really wanted to believe they were going to get a buyer at a very nice price which would repay me for the outpouring of credit card debt and help me get rid of my incumbent timeshare.  

  None of this happened and I have since been told, that I should not have been asked for any payment upfront and these time share sales are a dime a dozen.  Now why would I pay anyone almost $3000 to help me "sell by owner"?  I ask.  

  I hope them well.  But you don't succeed in business by making inunendos that something is going to happen when you know it is not.  ****, General Manager, was very confident that he had a buyer for my timeshare and let me to believe that also.

  Customer Answer

  Date: 05/30/2025

  I am still disputing the charges on my credit as  fraud and scam practice, mainly because I was just dropped and my time share points were not sold to a business for their employees incentives or anyone else.  Yes, I still want my charges removed from my card and will continue to work on that as an end.

  Customer Answer

  Date: 05/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23326119  I want my money back.  IF they are as good as they ell you on the phone they are, then the money would be there.

  I am rejecting this response because:

  Regards,

  **** ******

  Business Response

  Date: 06/03/2025

  Client has had all their marketing and advertising services rendered. Client is WELL outside their 90 day agreement and also WELL outside their 10 day right to cancel. Client is still being marketed and advertised at no additional cost. 

  Customer Answer

  Date: 06/04/2025

  I have nothing else to say about Sunset Escape here on this platform.  They should not mislead people and cohort them into charging them exorbiant amounts of money which is what I definitely think about them and they did to me.  I was never told I had to cancel my program before 10 days.  They were very slick about what they did and did not reveal.  Yes, if they sell my timeshare which isn't going to happen, I will be glad to give them the money they have asked for.    

• Initial Complaint

  Date:03/14/2025

  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.

  In October of 2024 I was contacted by ***** a representative of this company who assured me he could sell my timeshare within 3 months. I paid $1299 upfront for them to handle my property. I would hear from ***** every week or two weeks telling me he has offers coming in he should have good news soon. On December 16 2024 I was contacted by his assistant saying ***** was busy but he will have something soon. I ask the assistant if this company was involved in resale fraud and to have ***** send me the offers of interest in the property. After that phone call I havent heard anything from anybody at the company. I would like a refund of the money I paid. There is been no contact since I questioned the assistant and the property isnt sold.

  Business Response

  Date: 03/14/2025

  Client signed up for marketing and advertising for 90 day's. Client was offered an additional marketing program and is still being marketed after their 90 days at no additional cost. Client is outside of their 10 day cancellation.

  Customer Answer

  Date: 03/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23065216

  I am rejecting this response because after filing this complaint I received a call from ***** indicating he is now having trouble getting the property sold because of high financing (19%).  He once again assured me that he was getting help from corporate in order to sell the property.  There comments about being a a marketing and advertising may be true but they assured me that they would be able to sell the property.  They have not presented me with any offers since paying for this service even though I was told on several occasion it would be sold soon.  He once again told me today he would be calling me with a sale.  I don't believe this company has the ability to sell the property and I have been mislead.  They haven't provided proof that they can actually sell the property.  I believe they are being dishonest and deceptive in their sales techniques.

  Regards,

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

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  3/12/2024 - date of call to us and we sending information using my **** credit card.Amount: $3200.00. They were to sell our Timeshare. First spoke with ********* ******,************, several times, She assures us it would be sold. Gave us a firm offer of $42,630,00.on June 14, 24, received call from **** *********, ******************. i made several calls to him. The last called I called to **** was 1/21/25. Left messages to both ********* and ****. Have not received any call backs.

• Initial Complaint

  Date:12/13/2024

  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 paid them to market my vacation club property with Holiday Inn Vacation Clubs. After several months of inactivity I received a call from **** ***** who said he was the manager of the original contact. He explained that as a manager he was able to provide an elevated service which could sell my property more successfully. After paying him an agreed upon payment I heard from him a few times about the great progress he was making. However, for the last two plus weeks I have not heard from him even after making repeated calls and leaving messages for him to return my call. I believe this was a scam from the beginning. Im sure I wont get a ***** back from them nor will they ever sell my property. I just want to warn others of this likely scam.

  Business Response

  Date: 01/17/2025

  Client has been reached out to every day since the complain and does not answer or return phone calls. Has not answered any calls prior to the complaint either. 

  Customer Answer

  Date: 01/17/2025

  This is completely false   I had no return calls since Dec ******.  I imagine he called the other day because he received your notice of complaint   He called me this week and I called him back within an hour.  Left a message and have not heard from him since   

   Complaint: 22679254

  I am rejecting this response because:

  Regards,

  **** ******

  Business Response

  Date: 01/21/2025

  Client still has not reached back out to our phone calls. Client does not communicate effectively. Client was just reached out to today and is still in their 90 day agreement. Client was contacted 11/12/24, 11/13/24, 11/15/24, 11/19/24, 11/26/24, 12/10/24, 1/14/25, 1/16/25. Client has been in constant contact and signed up for marketing and advertising. Client received all their goods and services. 

  Business Response

  Date: 01/22/2025

  Client was called on 11/12/24 at 3:44:42pm and was left a Voicemail. Client called back 11/12/24 at 3:48:29pm and was spoken to for 00:03:02 Minutes. Client was called 11/13/24 at 10:55:46am and spoken to for 00:02:16 minutes. 11/15/24 there were 14 total called beginning at 2:43:15 pm through 08:38:53 pm. Client was called twice on 11/19/24 once at 01:59:18pm and once at 02:15:40pm both times did not answer. Client called in 11/21/24 and was spoken to for 00:07:11 minutes. Client was called 11/26/24 and was left a Voicemail. Client called in 12/06/24 and left a Voicemail. Client was called back 12/10/24 at 11:19:06am and left client another voicemail. Client called in the following dat 12/11/24 and left 2 voicemails once at 3:27:57pm and again at 3:28:28pm. Client was called back on 12/12/24 and left another voicemail. Next call to client was 01/14/2025 at 3:30:11pm and was left another voicemail. Client was then called again on 01/16/25 at 11:42:35am and 12:01:03pm and left two more voicemails. As per the call log client and their representative were in a constant "phone tag" scenario. Client is still in their 90 day agreement and has decided not to market and advertise as per our last conversation. 

   

  Customer Answer

  Date: 01/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22679254

  I am rejecting this response because: I called the business and left messages four times between 12/11 and 12/12 and never heard back from them until Thursday 1/16.  I called back an hour after their call on 1/16 and left another message.  I did not hear back from them until yesterday, 1/21 when someone other than **** called me back and tried to convince me to retract my complaint to BBB. I said I would not do so until the property was sold or my money was refunded.  At no time did I say I didnt want them to discontinue marketing my property.  Why would I not want them to continue to market it?  Very poor customer service!  All they wanted to do on that call was argue about the BBB complaint and insist they called me back many times between December 14 and January ******************************************************************************** messages .  

  Regards,

  **** ******

  Business Response

  Date: 01/22/2025

  Client was informed of our receptionist and our customer support line. Client purchased ********************** and advertising and received their goods and services. We are a for sale by owner marketing and advertising company. Client is outside of their 10 day cancellation and is not eligible for a refund. When we tried speaking to the client they started getting loud and disrespectful and did not wish to speak about a resolution. Client is more than welcome to reach back out to a supervisor for any resolutions. 

• Initial Complaint

  Date:08/21/2024

  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 paid 1500 in October, 2023 to resell a Marriott Timeshare. We do not receive any updates about bids or activity or ANYTHING. I only see that they are able to take money over the phone and NOT a reseller of timeshares as they claim. I can only assume this is a scam as no one contacts me and I had to pay money upfront to get this resold. We go months with zero contact although we were told to potentially expect a sale within 90 days of paying 1500. We were then asked for additional 1000s to sell to "Corporate" customers but turned it down because of our scam concern.

  Business Response

  Date: 08/21/2024

  Client signed up for 90 days of marketing and advertising as per there agreement we are not a resell company. Client was offered additional services at absolutely no obligation. Client is still being marketed and advertised at no additional cost outside of their 90 day agreement. Client has not reached out to customer support or their representative before this message to voice any concerns. Client is well outside of their 10 day right of cancellation to receive a full refund. 

• Initial Complaint

  Date:08/20/2024

  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.

  I was told by sunset escapes that they would sell my timeshare within 90 days and I wouldnt have to pay my current maintenance fee's. Ofcoarse this did not happen. I paid almost ***** and didnt receive one offer. This company verbally states they will sell your timeshare and when you ask them why they havent after the time frame they say they only promised marketing. Thats A lie! After the 90 days were up my original agent transferred me to her boss who supposedly had access to private markets with more qualified buyers. So they upsold me 3200$ so they could list and sell in private markets. ******************************* was the agent. Her exact words were that she has done the research and my timeshare will be sold within the month. Through this whole process I havent even been sent access to this so called marketing and I definitely dont want it now! For all I know it hasnt been published anywhere. She would call one week then disappear for 3 weeks or more at A time. Always with the same script that she has appointments coming up on the weekend and shes sure it will sell. This business verbally promises that they will sell your timeshare within 90 days. They call off and on saying that it's going to sell, but then it never does. Then they send you to A boss that says for A up charge we can put your listing with private buyers and it will sell in under A month. Its A whole scam from the start! Meanwhile since I gave them 5000$ I dont have more money for the maintenance fees and mortgage they said I wasnt going to have to pay because my timeshare would be sold. Not to mention the effect on my credit because I didnt make those payments.

  Customer Answer

  Date: 08/21/2024

  Sunset Escape

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

  sunset-escape.com

  Customer Answer

  Date: 08/21/2024

  Phone number: *****************

  Business Response

  Date: 08/22/2024

  Client signed up for 90 days of marketing and advertising originally on 11/17/24. Client was offered an additional marketing program which included a publication on 3/11/24. Client signed and understood in section 1 "Owner acknowledges that he/she is entitled to place the property(s) for market and advertising and that this agreement does not guarantee a rental or sale, however, all offers received will be forwarded to the owner." Client was sent via email all marketing provided as per there agreement. Client had a 10 day right to cancel on both agreements and did not request one. When we tried to rectify the issue we explained that due to the client being well outside of their 10 day cancellation we were unable to provide a refund. We offered to continue marketing at no additional cost and client declined. As per the clients request we have discontinued their marketing. 

  Customer Answer

  Date: 08/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22165050

  I am rejecting this response because: this business is being untruthful. Promises were made by my agent that my time share would be sold. Why else would I spend another 3200 dollars for marketing that already showed no promise the first time around. The company said they listened to the audio recordings of the call and if they did they would know what I stated was true. I want to request the audio so we can see exactly what ******************************* stated.  I spoke with the company earlier today and they were very rude. When asked do I want to cancel additional marketing I stated you already asked me that and I said no! They said I requested to cancel which is another lie. I have the email they sent me today clearly stating that they decided since im out of my 90 day agreement, they have made the decision to rectify this relationship, and discontinue there marketing services at this time which I never agreed to. I have given this company ***** dollars and asking for 25% to be returned because of the deception seems more then fair. I hope they agree as well!

  Regards,

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

  Business Response

  Date: 08/23/2024

  Client was explained that a refund is not possible but we would continue to market at no additional cost. Client stated " He did not want our marketing and also stated he would not like any calls from us unless its a refund". At that point we responded that we would discontinue marketing. 

  Customer Answer

  Date: 08/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22165050

  I am rejecting this response because: I am not satisfied with the outcome. They are saying A refund is not possible when it is. They have representatives lying to customers on the phone and when what they said doesnt come true they say oh well that wasnt in the contract. I want the audio recording from the day I signed up A second time. That will prove everything. If that cant be provided then refund my 1,200$. I said dont call back unless it was A refund because they kept calling back to back being rude as I stated before.  But I never agreed to stop marketing they did and they dont need to call me to market. They just need to call if they get A offer which they havent in 6 months!

  Regards,

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

  Business Response

  Date: 08/27/2024

  Client signed up 3/11/24 making 3/25/24 the last day to request a refund as per the 10 day right to cancellation. Client is 2.5 months outside of their 90 day agreement they signed. They have been marketed and published in our publication as per their agreements. Client also had their information verified before processing any payment to make sure they understood they were being provided marketing and advertising in addition to being in our publication. 

  Customer Answer

  Date: 08/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22165050

  I am rejecting this response because: the only thing I understood was that my timeshare would be sold in under A month. And I shouldnt pay any maintenance fees. I was told that my agent did research and had buyers ready.  I keep asking to hear the audio from the conversation but ofcoarse sunset escapes doesnt what to provide that or doesnt even have it. For 25 percent of what I paid which is ***** we can go out separate ways. If not I will continue to get A lawyer and get that audio and sue as well as contact consumer affairs. 

  Regards,

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

  Customer Answer

  Date: 08/27/2024

  We have come to A resolution and I am satisfied. 

• Initial Complaint

  Date:06/18/2024

  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.

  In November of '23, I enlisted Sunset Escape to sell my timeshare. holding regular conversations with the sales professionals, I was told they will sell my timeshare and I wont have to worry about paying next years maintenance fee's. Fast forward to January '24, I get a call back telling me they are having hard time selling to the open market. So they upsold me so they could list and sell in private markets. They stayed in regular communication for a little over a week, and one of the last conversations I asked about paying the '24 maintenance fees and was told no I don't need to and suggested that I don't since the timeshare was going to sell. Fast forward to March of '24 I have been habitually calling to try and just talk to someone let alone get some answers. Especially since I am getting letters saying I have to pay my Maintenance fees. Here we are now in June and have left voicemails and emails and I still haven't heard from anyone at the business, and now I have a negative hit on my credit score and still have maintenance fees that need payed and I don't have any answers from anyone.

  Business Response

  Date: 06/18/2024

  Client is still being marketing. Client has not called into the main line, we have a customer support division to prevent lack of communication. Customer Support will be reaching out. Client has also not emailed therefore has not had a response nor has the client responded back to our emails or calls. 

  Business Response

  Date: 06/18/2024

  Client was reached out to again just now by customer support and again we received no answer. 

• Initial Complaint

  Date:03/15/2024

  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.

  On September 6, 2023 I received a phone call from *************************** telling me that he was going to sell our Bluegreen Vacation points for $2.50 a point. He was very adamant that he would be able to sell it within 90 days. He never disclosed that they were a marketing company. If we had known that, we would not have gone through with the transaction.He said that he deals with big corporations that want properties like ours to use for their employees use. He reassured me that he had been in business for several years and was successful at what he does. I decided to go with his offer. Since that day I have only spoken to him a few times. He never returns a phone call. He passed on my account with *****************. So I have been communicating with her. She is not good at returning calls, either.Since they were never truthful from the start, I should be entitled to a full refund.

  Business Response

  Date: 03/15/2024

  I spoke with the client on 3/15/2024 at 10:17:59 am. After discussing his concerns we are providing him additional marketing at no cost in our publication to assist in the advertising of his property to resolve this. 

  Business Response

  Date: 03/22/2024

  Client agreed to resolve the complaint with agreement to additional marketing at no cost. 

  Customer Answer

  Date: 03/26/2024

  I am not happy about their tactics & I would like the public to know that this is a scam company.

  Customer Answer

  Date: 03/28/2024

  Yesterday I talked to a lady at Sunset Escapes, asked her her name but she wouldn't 
  give it to me.  After a short conversation she started using profanity with me.  I asked her to please stop, but she just kept on.  I asked her to put a manager on for me.  She did but ended up with the same results, he started using profanity on me.  He wouldn't let me get a word in and just hung up on me.
  
  *****************************
  

  
  

  Business Response

  Date: 03/28/2024

  Client signed up on 9/6/20203 for marketing and advertising for 90 days. Client received their services on 9/6/2023 via email. Client has been in contact up until this moment with extended marketing services at no additional cost outside of their 90 day agreement. Client was called when their BBB complaint was created to resolve the issue. Client verbally agreed that they accepted our offer to continue to marketing with additional services at no cost to them, due to being well outside of their 10 day cancellation period. After getting off the phone the client sent the previous rejection with no communication with us for a resolution. Client was followed up on and became irate stating he never agreed to anything verbally, then when we addressed that the calls were recorded, he admitted he DID remember agreeing. Client was yelling at the associate when she asked him multiple times if he would like a Manager, multiple times saying he did not. After reviewing multiple calls Client spoke to all of our associates in the same disrespectful manner. 

• Initial Complaint

  Date:01/16/2024

  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.

  Guarantee of sale of time share but did not delivery and now refusing refund. Used link to rating at the BBB to encourage signing contract for their service. I believed they were legitimate but after they failed to deliver, they tried to sell me another program to sell the property for additional money. I don't want them to be able to refer to the BBB to legitimize their work, and I would like a refund

  Business Response

  Date: 01/17/2024

  I have tried reaching out multiple times to speak with the client about their complaint and client has forwarded my phone calls. Client signed up for marketing and advertising and signed the agreement attached by the client. In the first section it states: " . AUTHORITY TO MARKET AND ADVERTISE PROPERTY(s) FOR RENT and/or SALE: Owner gives SUNSET ESCAPE full permission to market and advertise the property(s) at the price and terms stated below
  beginning on the date of signature. This advertisement is for 90 days. Owner acknowledges that he/she is entitled to place the property(s) for market and advertising and that this agreement does not guarantee a rental or sale, however, all offers received will be forwarded to the owner." Client also had 10 business days to request a full refund. Client signed up with us 8/29/23 and received 90 days of marketing and advertising as agreed upon in their agreement. We have continued to market outside of the 90 days period, attached is a copy of the email and advertisement that was provided when the client signed up.  

  Customer Answer

  Date: 01/18/2024

  The company has reached out to me and offered additional services at no cost to me in addition to a refund of 25% of the original fee we paid. They said that they will continue to work diligently to sell this time share for us!

  Business Response

  Date: 01/18/2024

  I have spoken with the client and they have accepted our resolution. 

• Initial Complaint

  Date:12/19/2023

  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.

  I spoke to **** ********* , an agent at Sunset Escape who told me he could sell my **** *** vacation property . We talked in April of 2023 . I signed an electronic contract in the amount.of $2,999.00. I paid by credit card. Ever-since I would call him for an update on the progress of the property and he would inform me everything is fine but it would take time to sell.Autumn was the preferable time to make such transactions. I've received no notifications of any interest in the property. I called twice this month of November on the 16 & 17 and Saturday the 18th to leave a message that I want a refund because nothing is happening with the sale of the property. I want to recoup my money and end this deal. ***** ** *******

  Business Response

  Date: 12/22/2023

  Client signed up 4/10/2023 with a 90 day agreement for marketing and advertising. Client has not been under contract since 7/10/2023. Here is an exert from the agreement as stated: "Owner authorizes SUNSET ESCAPE to charge to
  their credit card a one-time fee for marketing and advertising enrollment in the amount of $____________________ for all advertising services for 90 days." Client was contacted 12/22/2023 (5 months out of contract) to resolve this matter and was offered additional services at no cost, along with a 25% refund for the inconvenience, and client stated they do not wish to market and wish to keep their property. Client denied the refund. Client had a 10 day cancellation policy on the agreement they signed to receive a full refund and did not request one. Here is the policy as stated: "6. In compliance with S.721.065, owner understands the provisions of a 10-day cancellation period for the prospected consumer resale purchaser. If a client should decide to cancel the services with SUNSET ESCAPE a notice must be submitted in writing within 10 business days of the date of the executed agreement via email to ************************* and owner will be refunded 100% of their marketing and advertising fee." Client had contact with us on 4/11, 4/17, 4/27, 5/25, 6/5, 6/26 during their contracted period. Client had contact with us, additionally, 7/19, 8/8, 8/10, 8/15, 8/18, 8/21, 9/21, 9/22, and 9/25 out of the contractual period. 

  Customer Answer

  Date: 01/02/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:*** ************ kind professionalism did not inform me of a time period.I

  He never warned me of my options but now I know after the fact. Assurance was made by him that he could sell the property. I request my $1800.00. Yes, I agreed to his contract, but my contract of honesty and integrity has been violated. I trusted ** **********.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/03/2024

  Client was offered additionally a 50% refund and when we went to process the request client got loud stating he wanted more and declined the 50% refund 6 months out of contract.

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept $1500.00 from Sunset Escape and terminate my complaint.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

  Business Response

  Date: 01/09/2024

  Client has accepted the 50% refund and the refund has been issued to resolve the complaint. 

  Customer Answer

  Date: 01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

  Business Response

  Date: 01/26/2024

  We have resolved the issue with ***** ******* by issuing a refund of 1499.50 to the account used for the transaction as well as offering additional marketing services at no charge.