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:11/20/2023

  Type:Sales and Advertising 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.

  Dear Better Business Bureau,Timeline of Events:Initial Contact (Feb 3rd 2023): I purchased (2) promotional all-inclusive resort stays for $535. I was assured that there would be no requirement to attend a sales presentation, and the offer seemed legitimate and appealing.Booking and Additional Charges (September 18th): Upon agreeing to the offer, I was later asked to pay an additional $500 at the time of booking, contrary to the initial agreement. This was not transparent.Lack of Booking Confirmation (October 24th): Despite assurances, I never received a valid booking confirmation.Discovery of Contradictory Terms (November 20th): After examining the fine print on the receipt, I found that I was, in fact, required to attend a sales presentation, directly contradicting what was initially promised.Attempts to Contact and Resolve Issues (November 20th): I made multiple attempts to contact Luxury Diamond Resorts for confirmation of booking. Each time, I was either left on hold indefinitely or received evasive and unresponsive communication. After hours of calling in, Luxury Diamond Resorts stated that they did not have availability for my stay on November 24th (4 days away) and asked me to pay an addition $900.00 to confirm. I declined and canceled my flight to ******.Nature of Complaint:Deceptive Sales Practices: Misrepresentation of the terms of the vacation package and failure to honor commitments.Unjustified Additional Charges: Request for extra fees that were not disclosed during the initial sales call.Poor ***************** Evasive responses, excessive hold times, and failure to provide a booking confirmation.Breach of Contract: The written terms contradicted the initial verbal agreement, which constitutes a breach of trust and contract.Given these experiences & the pattern of complaints against Luxury Diamond Resorts on other platforms, including ScamPulse, it is evident that this company is engaging in unethical business practices.

• Initial Complaint

  Date:09/12/2023

  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.

  I did not receive the services agreed to from this merchant. On February 25, 2023, in person at the ****** ***** Resort, I entered into an agreement with Diamond Resorts to purchase 5500 points bi-annually, and paid a $1888 down-payment to obtain stays at ****** ***** resort. The salesman, Daryel E******** stated that this amount of points would be enough for 3 weeks of stays annually, and showed me a paper statement showing just under 2,000 points being required for one week during winter months at the resort.
  
  However, once they activated my online account, which was on 3/29/2023 (33 days after the agreement was signed), only then was I was able to see that 5,000 points was only enough to get a little over 1 week at the resort. 33 days is significant because they told me that I can cancel the agreement within 30 days – but I was not able to see how many points are actually required until they activated me in the system, 33 days later – which is a sophisticated trick on their part. Further, he had also said that I would be able to purchase unlimited additional weeks for $300-700/wk. But when I called “Teresa” in their reservations department, she said that additional weeks would cost $850. In addition, Mr. E******* stated that my annual maintenance fee would be $932/yr, and showed me a paper statement of it. Over 30 days later, however, I received a bill for annual maintenance fees of $1,572.72.
  
  This was fraudulent and nullifies the agreement. I called to try to resolve this with the merchant, but they said they’re not able to help me, and at one point I was transferred to the “Transitions” department, but was then told that they don’t do cancellations. I then demanded a refund but they refused. To date, I have received nothing from this company and they have kept my money.

• Initial Complaint

  Date:08/29/2023

  Type:Delivery 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.

  I bought a two week hotel resernation with Luxury Diamond Resorts on 11/17/20 for 535.00. I was told I had 4 years to have the two week reservations at two different hotels. When I called Luxury Diamond Resorts the agent told me I had to pay an additional 199.00 for the hotel for additional fees. The hotel told me I did not have to pay this amount. This is a fraudulent company and will not honor my hotel reservation as promised in the contract. I would love to have my 535.00 returned or hotel reservation honored. I have called several times and the contract will not be honored.

• Initial Complaint

  Date:08/17/2023

  Type:Delivery 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.

  PLEASE READ TO THE END - this complaint is still ACTIVE, On 6/12/2020, we purchased a package from Luxury Diamond Resorts (see documents) including 2 vacations. We were told “one simple call to them to book was all it took.” We called in July 2021 to book Sedona for April 2022 and we spoke to a representative who said they would get back to us with some options. A week later, nothing. We called back over and over attempting to reach anyone until a week before we were supposed to be in Arizona (obviously we had made other arrangements) when we received an email stating that there was no availability and an apology! Upon our return, we continued to attempt to reach them via email and phone, but no one responded. UNTIL 6/5/2023 when we were contacted again by Luxury Diamond asking us if we would please call them to extend our vacation package. We spoke to the “Director of Promotions”, Gabriel S******” on 6/7/2023 at 10:37am, who was very cordial initially and attempted to “explain” that they had been “purchased” and that things “would be better now”. He said that we could extend our package 60 months and get a 5 day Caribbean vacation AND a 4 day stay in the US if we would only pay an additional $418.99 to secure all of this! We asked just for the extension based on our previous poor service and he said all or nothing. When we refused, he said he could make it really easy, he still had our credit card and could charge it! We refused and he became very ugly and said our business was over since we weren’t going to be reasonable and extend our package. So they are still trying to steal from their customers, business as usual. PLEASE NOTE - the original package we purchased does not expire until 6/12/2024, so it is still an active issue. Thanks.

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 bought a vacation deal with this company. I made reservation in April of 2023 for July 7-12, 2023, to go to Mexico, Blue Bay Grands Esmeralda resort. I was told by them I would receive confirmation from Luxury Diamond Resort (LDR) immediately but not from resort in Mexico until 30 days out. I never received confirmation from LDR. I called a couple of times and was told they were really busy but I would get email and don’t worry they have confirmed my reserpwith resort. June 7th comes and I don’t hv email from anyone. I contact resort they send me an email and tell me they do not have a reservation for me. I call LDR to tell them and they tell me they will look into everything and call me back next day. No call. I call ask for manager and I am told by him he will have it straightened out by Monday and call me back. Guess what? Monday no call. Tuesday I call and request a refund of all my monies and I am told it will take 72 hours. This Past Monday was 72 hours and no refund. I called today asked for manager and got voicemail. Now during all those phone calls they were tells me there was a mix up in my reservations. That I had 2 one in puerto varllata and one one playa de Carmen which can’t be true because I was told that resort doesn’t not have a location in puerto varllata. I want my full refund from these scammers. Oh and by they way, when they first called me about this deal they represented themselves to be part of Hilton. You may contact me for call logs and emails.

  Business Response

  Date: 06/26/2023

  Attached is a charge back rebuttle response that was sent afetr this customer(who was told that we would give her a refund) initiated a charge back against us anyway! Thank you!

  Customer Answer

  Date: 06/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: These people are lying to you.  I have made over a dozen calls to them and they messed up and they said they messed up.  I made my initial payment of $200 on ****** ******** ******* card and I was told I would be refunded that amount within 72 hours on 6/15.  I called on 6/19 and told it wouldbe on my card by the end of the day it was not. I called the next day and asked for a supervisor I was sent to voicemail. I have attached an email where I contacted the resort prior to these phone calls and was told I do not have a reservation. 

  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/28/2023

  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.

  purchased two 4 night all inclusive vacations, tried several times to book by calling and emailing. last week (3/20) finally got an answer and was told they just got a new manager and it would be taken care of ...still haven't received any more news and they still have my 535 dollars

• Initial Complaint

  Date:02/21/2023

  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.

  I purchased two 5 day 4 night vacations when I received a call claiming they were ****** affiliated for $535 from James A**** & Thomas J****. When it was time to book my dates they required me to pay an additional $200 for resort tax and fees. Weeks went by and I did not receive a confirmation from the resort. It was one week until my travel date 2/2/23 so I called the resort directly 1/25/23. They said they didn't have anything under my name. When I told him the name of the company he said they are ******** Travel Agency and told me to call them back. I then called them back and spoke to Leilani and she insisted that everything was okay on their end; but I told her if it were okay the resort would have knowledge of my intended stay. She said her manager Jacob W**** was in a meeting but he would call me back before the end of the day. The whole day went by and no one called back. The next day 1/26/23 I called back again and was placed on hold and hung up on several times. After tying up three different lines Jordan who identified himself as a manager finally answered. Again he insisted everything was okay. I told him he was not being truthful because I called the resort directly and they didn't have any knowledge of my reservation. He then said he was issuing me a refund and I would receive it in 10 days. It's well past 10 days 2/17/2023 and I haven't received my money back. The thing that saddens me the most is I have purchased some really nice vacation packages in the past by way of receiving a random phone call. Now I will never do it again. Selling false vacation packages is the new big scam.

• Initial Complaint

  Date:02/14/2023

  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.

  I requested the Luxury Diamond Resorts to make our reservation and charge our card on our account on 12/16. They failed reserve anything even after calling 11 times from 12/18 - 1/26. On 1/27 I was charged 1000 and I bought my plane tickets flying to Curacao from JFK NYC and returning. The cost was $850.04. They failed to contact the booking agency and hotel until 2-3-2023. Causing the booking agency to not be able to make reservations as none were left. The booking agency Executive Services.com said they could only book from 02-20 to 02-26. But I would have to change my flight. The only flights available with such short notice was first class seats at an increase of 5k. American Airlines said they will not refund the tickets. So we were at a loss of 1850.04 total. It has been 5 days since the promise of the refund of 1000 by Luxury Diamond Resorts and nothing yet. They said they will not pay for the flight even though they caused the issue by not sending the request until 2-3 as stated by ********* ************* I would like all 1850.04 refunded ASAP.

• Initial Complaint

  Date:01/08/2023

  Type:Customer Service 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.

  All communication has been Via phone. Last called. Was today Nov 1.
  
  First contact October 7th. Vacation package purchased based on the rep saying I would be able to redeem on Nov 26th 2022. The selling point since I was looking to travel on that date.
  
  Get contract on Oct 8th AFTER The transaction and it It states all redemptions have to be made with 60 day notice.
  
  I Immediately Attempted to do a reservation and was indeed told that reservations have to be done 60 days prior to travel
  
  Call back oct 9th to be told the rep can not do anything about that and a manager will call me oct 12th.
  
  No call oct 12th. I call late evening. Finally talk to a "manager" he says he is refunding the order and banning me from all of their properties and partner properties. Refund will take 10-15 business days.
  
  Last contact today Nov 1 to check the status of that refund and rep (Jordon) states there is no refund listed on your account therefore he can not honor it. If I give him the reps name that said it would be done then he would look into it. If I can find it now call back and ask for "Kevin". This is the only way they will consider it since the previous rep made no notes

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair 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.

  I received a cold call on January 10, 2022 from Michael B***** pitching a vacation package. I asked if there were any sales presentation requirements required to take advantage of the offer and was assured that there weren't. I gave my credit card to make the payment. In October I started looking at options for the package and learned in the clause that I was required to have my spouse join the trip and go to a required sales presentation. I've been trying for two months to get a refund which Jordan agreed to provide. I've also talked to someone named Leilani. Jordan assured me that the money would be sent back to my credit card by December 16 2022 which is today.
  Of course no refund has ever been sent back. This company is a scam.