Complaints

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• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase agreement stated that Next Level Exit would submit, on our behalf, our desire to leave ******************* and that did not happen. The agreement also stated that we would be able to utilize ***************** website, but in accessing the website, I could not access nor navigate through it.

  

  Business Response

  Date: 06/10/2025

  Dear Mr. and Mrs. Colvin,
  
  
  Thank you for the opportunity to respond to the concerns presented in your recent complaint.
  
  
  Upon review of your account, we would like to clarify several important points regarding the services and support provided to you.
  
  
  Initially, you claimed that you had not received access to your travel membership information. However, our internal system logs clearly indicate that the welcome email containing your login credentials was successfully delivered, opened, and accessed. Additionally, multiple password resets and successful logins were recorded under your account, confirming that you not only received the materials but also interacted with the membership platform.
  
  
  Despite this, our team made an additional effort to ensure your comfort with the system by re-explaining the membership benefits and offering a complimentary educational webinar to help you maximize the value of your package.
  
  
  Further, a conversation took place on a recorded business line in which you requested that services with another affiliated company be delayed until after your planned travel in 2025. This request was honored as a professional courtesy, representing an exception to the standard terms outlined in your contract.
  
  
  At this time, all contractual obligations on our part have been fully met, and we have extended multiple forms of customer service support beyond what is required, including timeline extensions and personalized guidance.
  
  
  For these reasons, we are unable to offer a refund. We remain committed to supporting you in utilizing your membership and fulfilling your travel goals as outlined in your agreement.
  
  
  If you have any further questions or need assistance using your membership, we welcome you to reach out to our customer service team.
  
  

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23448500
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Quandora Colvin

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23448500
  
  
  
  I am rejecting this response because:
  
  Attention All,
  
  As provided as an attachment within this email NextLevel will NOT be able to obtain the deed to our timeshare due to our current position of still having a mortgage payment on the property.
  
  I, Quandora Colvin, was informed of this EXACT FACT from Katie, who was introduced to me as the owner of KTO.  
  
  At our initial dinner meeting with Brian on March 18, 2025 my husband informed Brian, Ashley and Atiya Meraj that we had a current mortgage on our timeshare and that it was not due to be paid up for at least two (2) years.
  
  They pursued the sale of their "alleged" services, which I never utilized due to the simple fact that the website was not properly set up.
  
  I simply could not navigate within the website.  Yes, I logged in, but please look at the amount of time I spent on the site.  I could not navigate it.  The tabs did not work.  
  
  When Mark tried to access the site via my login, on the administrative side, he could not either and had to correspond with IT.
  
  I feel that KTO/ KTOGrey/ DreamStar/ DreamStar Club/ Club DreamStar/ Compliance Verified are all Shell Companies that take advantage of individuals who really want better, but are swindled into the facade of potential and opportunity.  
  
  The website did not fully work because it was not equipped to provide features nor the results that were offered.
  
  We simply want our money refunded because this company knows that they cannot provide us with the results they promised.  
  
  Thanks a bunch,
  Quandora Colvin
  
  Sincerely,
  
  
  
  Quandora Colvin

  

  Business Response

  Date: 06/18/2025

  Thank you for the opportunity to respond to this complaint.
  
  
  We take consumer concerns seriously and are committed to clarity and accountability. However, after careful review of the facts and documents involved, KTO Travel Solutions is unable to validate the claims presented in this complaint.
  
  
  
  
  1. 
  Membership Access & Activation
  
  
  
  
  KTO Travel Solutions is a third-party marketing and administrative support company. We do not own, host, or control the vacation membership website in question. Our role is strictly limited to presenting the membership benefits, assisting with enrollment paperwork, and providing basic onboarding.
  
  
  Upon receiving notice of the client’s access concerns, we promptly contacted the membership provider on their behalf. The provider conducted a full internal audit and confirmed:
  
  
  The client’s membership was activated in full and on time, prior to the promised delivery deadline stated in the signed enrollment documents.
  The client successfully logged in to the platform multiple times, according to the provider’s timestamped server logs.
  The provider’s customer service department spoke with the client directly, provided assistance, and confirmed in writing that access was available and working.
  A manager with the membership provider provided both the client and our team with a call log, access report, and an agent statement confirming that the client received assistance and was not denied access.
  
  
  
  
  The client’s claim that they were unable to access the membership is not substantiated by any verifiable evidence. All records point to an active, functioning membership delivered in accordance with the timeline and terms outlined at the time of purchase.
  
  
  
  
  2. 
  Timeshare Exit Program & Mortgaged Property Clarification
  
  
  
  
  The complaint also references the client’s dissatisfaction with services related to Next Level Exit, which is a separate and specialized company that assists consumers in negotiating the exit of timeshare ownership — particularly for accounts carrying mortgage balances.
  
  
  To be clear:
  
  
  Next Level Exit does not take deeded ownership of mortgaged properties. That is not their business model, nor is it legally feasible in most jurisdictions without lien release.
  The contract signed by the client outlines that in cases where the timeshare carries an outstanding mortgage, Next Level Exit will negotiate with the resort or lender to either (1) settle or modify the loan, or (2) pursue a structured strategy to remove the mortgage obligation from the timeshare interest to facilitate an exit.
  
  
  
  
  This process is not guaranteed to result in loan forgiveness, which is clearly disclosed in the service agreement. Instead, the agreement contains a money-back guarantee, stating that if Next Level Exit is unable to complete the exit process per the terms outlined, the client is entitled to a full refund of service fees.
  
  
  At this time, the client has not allowed Next Level Exit to initiate or complete these services. The process has not begun in earnest, and as such, the claim that the service has “failed” or “underperformed” is not accurate and not based on the facts or status of the case.
  
  
  
  
  3. 
  Refund Demand
  
  
  
  
  As KTO Travel Solutions:
  
  
  Provided the agreed-upon presentation and support services,
  Facilitated successful enrollment into a functioning and verified travel membership,
  Relayed the client’s concerns to the appropriate membership provider and received confirming evidence contradicting the client’s claims, and
  Has no involvement in the performance of timeshare exit services beyond enrollment documentation,
  
  
  
  
  —we cannot issue a refund based on unsupported claims or on services rendered by a third-party provider that the client has not allowed to perform.
  
  
  
  
  4. 
  Conclusion
  
  
  
  
  The membership was delivered in full, on time, and is in working order.
  Login records and provider statements confirm successful access and service.
  The timeshare exit agreement was disclosed and signed with all limitations clearly explained, including mortgage-related terms.
  The client has not allowed the timeshare exit process to proceed, and therefore has not fulfilled their own contractual obligation to enable performance.
  
  
  
  
  We welcome the opportunity to support the client in continuing both their travel benefits and their timeshare exit process. However, based on the records and terms available, there is no contractual or performance-based justification for a refund at this time.
  
  

  
  
  Sincerely,
  KTO Travel Solutions
  Customer Relations Department
  
  

  
  

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23448500
  
  
  
  I am rejecting this response because: I am officially going to take this claim to the North Carolina Attorney General’s Office
  Consumer Protection Division
  9001 Mail Service Center
  Raleigh, NC 27699-9001

  
  RE: Consumer Complaint Regarding Misrepresentation and Unfair Trade Practices by DreamStar Resorts, Inc. and Affiliated Entities
  

  RE: Formal Dispute of Transaction, Contract Terms, and Demand for
  Resolution

  To Whom It May Concern,
  
  This letter serves as formal written notice of a dispute regarding the
  transaction and contract agreements executed on March 18, 2025, under DocuSign
  Envelope ID: 689CE222-537E-4192-8BB5-BF876F5E4102. The agreements involved
  parties including KTOGrey, DreamStar Resorts, Compliance Verified, and
  associated vendors.
  
  After reviewing the documents provided and signed, I have identified numerous
  legal discrepancies, consumer protection concerns, and potential violations of
  state and federal law. The following issues are outlined as the basis for my
  demand that this agreement be voided and all funds returned immediately:
  
  
  1. Conflicting cancellation procedures: Multiple addresses and agents are cited for cancellations, including Arizona and Illinois, creating confusion and impeding statutory rescission rights.
  2. Unfair jurisdiction clauses: Contracts mandate dispute resolution and arbitration in Maricopa County, AZ, in violation of North Carolina General Statutes § 22B-3.
  3. Multiple conflicting payment authorizations: Two separate forms for $400 and $5,000 were signed under unclear circumstances, undermining transparency and valid consent.
  4. Misrepresentation of membership value: Benefits were presented as equivalent to cash savings or tangible value, yet they are non-transferable, non-refundable, expire in one year, and lack use for airfare.
  5. Overly broad disclaimers: The ‘Button-Up’ form disclaims all verbal promises, despite verbal representations that were critical in the purchase decision.
  6. Third-party agent non-accountability: Compliance Verified disclaims all responsibility for the actual fulfillment or legitimacy of the program offered.
  7. Bundled contracts lack clear pricing: Total costs were obscured across multiple documents without a single, itemized, legally clear purchase summary.
  8. Forced arbitration and waiver of rights: The agreement strips me of rights to jury trial and class action in a way that may be considered unconscionable under consumer law.
  
  Based on the foregoing, I am demanding the following immediate actions:
  - Full cancellation of the contract agreements executed on March 18, 2025.
  - Full refund of all payments made, totaling $5,800.00.
  - Written confirmation within ten (10) business days that all contracts have
  been voided and no further billing will occur.
  
  If I do not receive a satisfactory response within this timeframe, I will
  escalate the matter by filing complaints with the North Carolina Attorney
  General’s Office, the Consumer Financial Protection Bureau (CFPB), and
  initiating a chargeback through my credit card issuer.
  
  Please consider this letter a pre-litigation notice. I reserve all legal rights
  and remedies.
  
  
  Sincerely,
  Quandora Colvin