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:05/29/2025

  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 were clear from the start that we wanted out of both of our Wyndham timeshares. Getting out of the big one and not the small one would be terrible because we owe approximately the same amount of money on both but one contract has 155 thousand points and the other only has 77 thousand. Obviously if we have to keep one the one with the most amount of points would be the one to keep. We stated from the first call that due to having secret clearances we could not go delinquent on payments. We even explained how we had to leave another exit company because they said the only way to get out was by going delinquent. We gave all of our information and went through multiple screening calls. We were told we had a fantastic case and forsure case due to being veterans and misrepresentation. They gave us 3 different plans they would be attempting to do and they did NONE OF THEM. Then we were told we were calling to find out from Wyndham what loan we had and when we were on the phone we were told what to say but we werent told it meant only selling one of our loans (the big one) and we werent told that they had no plans or intentions of doing anything with the second loan. After our other one sold them we werent told she could only get rid of our second one if we went delinquent. We werent told can not do. She had us write a letter and lied about sending it multiple times and then still didnt send it and called and said she thought we should part ways. But they only want to give us a refund of 2100 dollars from a total of 9600. Which is not fair or right. We were lied to and deceived so that they could get thousands from us all while acting like they could help us when we are already financially struggling do to the timeshare. But now we are stuck paying the time share and them. They say they subtract admin fees of $389 and then a financing fee of *******. But that should be for the whole contract not only 1. Plus NO administrative things listed had been done.

  Business Response

  Date: 06/05/2025

  Customer feedback is important to our company as it helps us in get better at our jobs.  Mrs. ******* is factually inaccurate here, she has contradicted herself and the grammar doesn't make the best sense.  It appears that she didn't proof read this before sending.  The fact is, we have had this case exactly 186 days and had started with 2 active contracts to cancel.    ********************** want a full cancel, but she is arguing here as which contract is best to keep?  We obtained the first cancellation on one contract within 90 days.  She failed to write on this complaint that we also were able to obtain a refund of over $1,176 that was refunded directly back to her and ********.  We usually receive 15% of any funds that are recovered and we didn't even take our share that we had agreed to.  She left that part out.  It was made clear that they didn't want to stop payments to the developer because of security clearance, we made clear that they didn't have too stop payments to the developer.  We still got the first contract cancelled and refunded $1,176.  ********************** also told us that they didn't go with other Exit Companies because they were going to force them to stop paying.  We don't do that.  We have a 36 month service agreement to complete our work and we are only 186 days into it and 50% is already cancelled.  The 2nd contract they have is more complex because it is financed through a 3rd party and takes a lot longer to cancel.  We told them it would take another ******* days to cancel.  We do offer a proration of funds if the client decides they want to keep their remaining ownership, but there are fees associated with financing.  These fees are clearly spelled out in our service agreement.  We have a $389 document processing fee for all the prep work done on a file before the case is launched.  We also have a fee that is not refundable if the client decides to use 3rd party financing, which is based off the clients credit.  The $1,243.35 is the cost to my company to finance **********************.  All of this documentation has been provided to ********************** in writing.  Just because they don't like it, doesn't mean they don't have to pay it.  When you take the $4,100 they are asking for and subtract the $1,243 and the $389 it leaves $2,512.15, this would be their prorated refund.  Again, all of this information was provided to them in writing.  We should be refunding less than this because we didn't even charge them the 15% refund fee we agreed to.  It appears that this complaint isn't about anything we did or didn't do.  They complained about the purchases with the ******************  They complained about not doing business with the other Exit companies.  Now they are complaining about my company.  At this point the offer still stands to be refunded the $2,512.15 right away or ********************** can wait the 36 months for our service agreement to expire and then we can discuss what the refund is then, as we will continue to work to cancel their remaining timeshare contract.  A ****** to all, don't buy a timeshare.  Leaving us a 1Star review was intended to hurt my company, and with a great result like this and this early in the process is in poor taste and shameful...  

• Initial Complaint

  Date:12/20/2024

  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 Feb. 25, 2021, ******** ******, President of Interval Exit Services called us to offer his company's services to get us out of our current timeshare and request a refund for our last point purchase. He said they would take our case on contingency fee and we only pay if they get us a refund. We were assigned their case specialist ***** ******. ***** advised us how to prepare our refund letter, which we did. He also was on speaker whenever we spoke with our timeshare company. A few months later he advised us to sign exit papers with the timeshare. Doing so essentially closed our case with no refund option. Mr. ****** continued stringing us along, sending us over 100 emails and calls, for the next 3 almost 4 years, claiming he sent in our refund letter and we were moving up the list for refund consideration with the timeshare. On Sept. 23, 2024 ***** sent us an email from the ************************ stating they gave our refund request of $44,000.00 to the timeshare. On Nov. 1, 2024 ***** sent us another AG letter offering us $14,000.00 as a full refund. On Nov. 4, 2024 ***** said we should counter with $35,000.00. He sent us a letter from the ** confirming that offer. The letter said the timeshare had 30 business days to respond. On Dec. 9, 2024, Mr ****** called to say he was giving us a courtesy call that our timeshare case was closed. He said when we signed those exit papers back in 2021 our case was closed. We told him about the recent offers from the ** he said some low level employee at the timeshare probably did that but our case was closed and he didn"t know why ***** still had it open. That day we contacted the ********** Office to verify the status of our refund case. "***" could not find any case or letters. She said that the employee's name on the letters had not worked there for over a year and the letters were fraudulent. This company advised us to sign exit papers they should be made to pay the money they fraudulently presented to us as our refund.

  Business Response

  Date: 12/20/2024

  ********************** and I spoke about this matter weeks ago.  We took this case on without any payment from them.  Under a contingency contract we only get paid if we get the client a refund.  All the way back in 2021 when we took the case, it was explained in our service agreement that refunds are never a guarantee and we would only earn our money if refund was obtained.  It was the desire of ********************* to not only get a refund, but to exit their timeshare ownership completely.  Once internally and externally it was determined that no refund would be issued, we still proceeded to do the work with the timeshare developer to cancel the ownership in its entirety.  We never got paid a dime for any of this work.  ********************** signed the release documents provided by the ***************** acknowledging that there was no refund being issued.  
  We had discovered that an ex-employee had reopened closed files internally without company knowledge or permission.  That employee has been fired and we are actively pursuing prosecution of the ex-employee for company theft.  We have notified both the ********* as well as other agencys to assist in the prosecution of this individual.  Mr. & Mrs. ****** think they know the inner workings of my company, to tell me how it should be done.  These clients paid us nothing.  This ex-employee strung them along to make them believe they were going to eventually get a refund through unauthorized email communication.  For what reason, I dont know.  In fact, I was the person who discovered this nefarious activity through our annual case audit.  I was the one who called them.  When I broke the news to *********************** the were belligerent and rude.  Little do they understand, our company audit may have caught a potential fraud from happening.  
  ********************* want some type of monetary compensation, but no money was ever exchanged.  We were paid nothing for our work.  Their contracts and timeshare were cancelled in full and now the want to take advantage of my company, just like they wanted to take advantage of the ********* company for the free gifts for going on a presentation.  They were mad at the ********* company for buying the product.  They are mad at my company for not getting a refund back that was never guaranteed.  We were not paid a dime.  There is no money to refund to them.  Their timeshare has been cancelled for 3 years and they are still hanging around.  I would bet ********************* have filed these types of complaints about several companys and their dissatisfaction going back years and even decades.  There case was closed after the cancelation of their timeshare ownership and an ex-employee strung them along after the fact.  He has been fired and we are pursuing legal action against him.   Best of luck to ********************** going forward.  They are timeshare free because of the free work my company completed.  
  

  Customer Answer

  Date: 01/06/2025

  As previously stated, we were aware our case was taken on contingency fee and we paid nothing to Interval Exit Services unless they got us a refund. That was why they took our case. They called us. They anticipated a fee from a refund. We acknowledge a refund was not promised and we paid you nothing. Your company employee/agent, ***** ******, that you assigned to our case, never advised us not to sign the exit papers because doing so would cancel our refund option. Much to the contrary he advised us to sign them. I guess he never read the papers. After all, your company only got paid if we got a refund. That was negligent on your company advising us to sign the papers. Yes we hung around for 3 years because our exit papers still gave us limited member services for 3 years and your employee/agent was continuing to call and send us emails assuring us our refund case was moving forward. It was you who called us to try to get a refund from our timeshare. Your company nor your company's employee/agent, NEVER told us our case was closed because of signing the exit papers. We feel your company is responsible for the actions of its employee/agent. Your employee/agent fraudulently presented us with a monetary settlement purported to be legitimately handled through the Florida Attorney General. You never mentioned an audit or that you knew about the fraudulent letters when you called us. You never even apologized about his actions, if you knew about it. You said our case was closed because our timeshare company was citing a paragraph in the exit papers of no refund. I believe our phone call to the ** was what alerted you to the fraudulent letters, or if indeed you did know about them you tried to brush it off when we brought it to your attention on the phone. You obviously do not conduct annual audits of your cases as you stated or you would have seen that your employee/agent still was attempting to get us a refund and continued to communicate this to us for 3 almost 4 years.  Even though you are trying to distance yourself from this ****, ***** was your employee/agent at the time these actions took place. You only fired him after we contacted the ** and found out about the fraud..  Maybe you need closer oversight of your employees/agents. ***** ******, your employee/agent, shamefully strung us along and played with our emotions and made us believe we were getting a refund for over 3 years. What seemed to us as a legitimate monetary settlement was presented by your employee/agent. Your company should do what is right and take responsibility and honor that settlement.