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:10/10/2024

  Type:Order 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.

  On 7/7/2022 I signed a contract with Resort Legal Service to exit my timeshare. I was told that the average time frame to obtain an exit plan would be approximately 3-4 mos. although contract states up to 24 mos. I paid a total of ***** dollars to the company and submitted all requested documents. It has passed the two year **** and the company has not fulfilled the contract. As the two year period was approaching I contacted *** to inquire about the status of the exit process. At that time they continued to report working on the exit although I had forwarded a notarized Quit Claim Form several months prior. I was also instructed at that time to not pay the latest maintenance fee in order "to force the exit". After an inquiry in August, *** stated that they would release an exit when all fees had been paid to Four Sails Resort. When I reminded them of the fees they advised me not to pay they did not respond back. In fact, I forwarded the late fee collection notice to their attention as all communication from Four Sails Resort was advised to be forwarded to RLS. Upon my last contact with an administrative employee, ****** *****, she assured me that the person handling settlements would contact me after Labor Day. *** has since not contacted me or responded to my phone calls or multiple emails. Each attempt at reaching Ms. ***** by phone has been blocked (i.e. call dropped). The customer support team did not respond to emails as well. The alternate phone number for the corporate office voice mail is consistently full also. There are numerous online reviews from consumers who have the same experience with Resort Legal Service as myself over the past few years.

• Initial Complaint

  Date:09/19/2024

  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.

  On September 15, 2022, I entered into a contract with Resort Legal services for them to extract me from my timeshare for the price of $8642. At the time, they said it could take up to two years to do this. It has now been two years and when I tried to get in touch with them, none of their phone numbers are legitimate. They are either disconnected or no longer in use. If they are unable to follow through with the terms of their contract, I would like a refund of the money I paid to them.

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  This business came to Roanoke Va and Presented themselves as if they were there to relay information that was missed by owners that did not physically attend the resort yearly meeting. During this meeting they hit on all kinds of information like the debt of maintenance will continually be paid even after you die, by your children who will auto inherit the debt. And that they were giving you one chance to get out of the resort legal contract, and if you did not take up this opportunity that day with them you would not have another chance. There was probably about 5 or 6 people including myself that stayed to do paperwork that would essentially get them out of the resort. They made it sound like it was gonna be pretty immediate liquidation. They made it sound like you go home and fill out some paperwork, get your information/paperwork together that they need and send it in to them so they could start the paperwork and you would be free pretty quickly from the westgate resort obligation. However, that is not the case even though that's what we were led to believe. I called multiple times to make sure that they had all of my paperwork because I was very late getting it in because I had moved. Once I gave them my paperwork I have not heard a peep out of them., I have called every number I can find and most of them are out of service like the *********** and the **********. The only number that is valid is ********** and goes straight to voicemail and states "thank you for calling your corporate office please leave a message and we will call you back as soon as we can thank you"When I can, I have left multiple messages on there with my name and phone number. and I have never received a return call. sometimes the machine is full and cannot take a message just like today so where do we go from here besides court?

• Initial Complaint

  Date:08/26/2024

  Type:Order 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 attended a timeshare exit informational meeting in September of 2022 at a hotel in ***********. At that time, I made a $6000 payment to Resort Legal Services and in return they promised to help me exit my timeshare within 24 months. In the following weeks, I provided them with all the paperwork they requested. In January 2023, on their advice, I paid the 2023 maintenance fees for the timeshare. Since then, I have called periodically to check on their progress and was told multiple times that it was with the "exit department." I forwarded them this year's maintenance bill, which they told me not to pay. As a result, my account has gone into collection and my credit score has dropped by 100 points. Over the past month, I have called them a dozen times or more, left a message every single time, and I have not received a call back. According to our contract, my timeshare exit should be completed in September of this year and I have no confidence that this will happen. If that is the case, I want a refund of the $6000 fee I paid them, plus interest.

• Initial Complaint

  Date:12/27/2023

  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.

  I gave this company $15,000 and we can not reach anyone for an update. All the numbers we have for the company come back as 'out of service'

  Business Response

  Date: 12/27/2023

  An email was sent to all clients on 10/23/2023 advising them of our new phone number. We can be reached at ***** ********, Monday - Friday, 8:00am - 5:00pm CST. A member of our Client Services team will reach out via phone today with a status update.

• Initial Complaint

  Date:12/01/2023

  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 paid this company over $7,000 and they guaranteed me to get rid of both of my timeshares. They told me this fee would cover all costs and fees to get released and it was guaranteed within 24 months, but many are done much quicker. Since then they have now emailed me asking for more money, and when i addressed the fact that their salesperson said there would be no more costs, they informed me that he was lying and apologized. Now I don't know what to do, I will be filing a charge back as well as an AG Complaint if they won't refund me, and I thought others should know about their fraudulent sales pitch. They claim to work FOR the resorts, and I now know that is false as well. As they claim they have done "much negotiations" with the resort. If they worked for the resort they wouldn't be negotiating with them. Do not trust these people, they've lied every step of the way.

  Business Response

  Date: 12/04/2023

  Exits are in place for both of this client's timeshares. The client is required to pay the transfer fee to the resort. Our services are complete when we offer a viable exit opportunity. This client has been presented with a viable exit option on two timeshare for a nominal fee that is well below industry pricing. If they refuse the exit opportunity provided for them, that is their choice, but our services are complete. Client is in violation of our contract by not returning documents within the allocated time frame for response, nevertheless we will keep the exit option open for as long as the resort allows us to. Thus far client has failed to respond to us in spite of our numerous attempts to communicate.

  Customer Answer

  Date: 12/05/2023

  Complaint: 20946286
  
  I am rejecting this response because:they are lying. They are asking for more money when we have a 3100 dollar transfer credit. They have not presented us with an offer from both time shares.I have an email from them that states we have a 3100 dollar transfer credit. Also check your own website and see the numerous complaints about these people doing this to others. 
  
  
  
  Sincerely,
  
  Jpe And *************************

  Business Response

  Date: 12/05/2023

  Precisely - a $3,100 transfer fee credit means you were given a credit in your financial agreement, and are expected to pay the transfer fees. Why would a business issue a credit to a customer, and subsequently pay the fee? Your signed contracts clearly states the terms of the agreement, and your signature is directly below the following statement: "I / WE HEREBY ACKNOWLEDGE THAT WE HAVE READ, UNDERSTAND, AND AGREE TO ALL COMPONENTS OF THIS AGREEMENT AND THE ATTACHED DOCUMENTS".
  Our office has attempted to reach you by phone approximately six times since 08/01/2023 with no answer, response, or call back. Additionally, approximately the same number of emails have been sent with no response from the clients. We ask that the clients please review their contract with the company, specifically the arbitration clause. Please contact our office directly to resolve this matter and move forward with your timeshare terminations.

  Customer Answer

  Date: 12/06/2023

  Complaint: 20946286
  
  I am rejecting this response because: as I stated previously these people lie and deceive people on a regular basis. Their representative (********************) even admitted this to me on the phone. As for the 6 emails, we have received one. At first they wanted more money now they claim to need more paper work. Why would they need more paper work now that we filed a complaint against them. They say we have a 3100 dollar Transfer Fee Credit for what. They said that no more fees would be needed at the presentation period. like I said more lies. 
  
  
  Sincerely,
  
  Jpe And *************************

• Initial Complaint

  Date:02/17/2023

  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.

  We paid someone $10,340 to get us out of our timeshare in August 2022. In Dec. 2022, they sent us a packet wanting the deed and everything else. Then they sent another letter asking for more things. They would settle for $1940.59 maintenance fee. I gave them plenty of time to get rid of it. They want me to pay this year's maintenance fee. They are very hard to get in touch with since they use email. I have left a recorded message. ****** has been the head person I talked with from the business.

  Business Response

  Date: 02/17/2023

  Mr. & Mrs. *******, thank you for your feedback. We have investigated your complaint and have the following information:
  You signed a contract with us in 08/2022, and to date we still have not received all the requested documents required to complete your welcome pack. Even with missing information, our exit team was able to negotiate exits for both of your ******** contracts in only three months. You were contacted by our office on 11/04/2022 to inform you that an exit was obtained for both contracts and that all documents would be coming to your email address in approximately 10-12 weeks. You received an e-mail from ******** that same week with what to expect for your exit: the resort agreed to a deedback, resuming ownership in 2024, making 2023 the last year you will ever have to pay maintenance fees. Pursuant to the terms of your contract with us, you are responsible for all maintenance fees. You contacted our office via e-mail on 02/08/23 when ***** ******** ***** ******* emailed you your closing documents, asking us “NOW WHAT”. Our office attempted to call you that same day, and when there was no answer an email was sent explaining your next steps. You spoke with our office again on 02/13/23 and our client relations team let you know that your closing documents were in your email and that they needed to be completed ASAP. Later that same day, another staff member attempted to call you and when you could not be reached an email was sent again reminding you that your closing documents from ***** ******** ***** were related to your ******** exits and needed to be completed in a timely fashion. We have fulfilled our part of the contract, now you must fulfill yours and return the completed documents before 03/09/2023. This date constitutes the deadline for the viable exit option that we were able to obtain on your behalf within three months time. We have made multiple contact attempts for you to get this signed and turned in. Hopefully through this complaint, you will complete your end of the contract and sign the exit we obtained for you. Once you do, you are timeshare free. If you miss the deadline, then you will unfortunately be in breach of contract. If you have any questions on this at all please simply reply to one of our emails or call into our office. Thank you.

• Initial Complaint

  Date:01/23/2023

  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.

  Attended an informational meeting of Resort Legal Service, ********************************************************************** on 9/15/2022. Promised they could provide an exit to my time share for $8642. Paid this amount by check on this date. Have made calls to *********************** 4 times since then, doesn't answer or return my voice mail calls. ***************** is listed as director and ******************************* as Timeshare Specialist. I am starting to question the legality of this company and hope to be able to get my money refunded. Phone number to *********************** ************

  Business Response

  Date: 02/06/2023

  We appreciate the opportunity to reply to our first complaint and offer our apologies to the client that she has been unable to reach the representative. However, that individual does not work for our company and has not in some time, but left the company in good standing. The client did sign a contract on 9/15/22, which has our main office contact information as well. We would have been more than happy to answer any questions she had. Client signed a contract that carries a 24-month timeframe for completion, so all we ask is for us to be given the afforded time to complete our contractual obligations. We received client's returned required documents on 11/2/22, which allows us to review all involved contracts in detail in order to move to the next stage accordingly. We called and emailed the client on 12/21/22 to give the client an update along with our contact information. To this date we have not heard from the client directly other than this complaint. We are working her file and will complete our contractual obligations. We will also be reaching out to the client today with an update.

  Customer Answer

  Date: 02/09/2023

  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, at the present time..

  I did go back to my deleted messages and found one dated 12-21-2022. However, it was not from Resort Legal Services, It was an E-mail from "Documents Documents", so I probably deleted and blocked it. Could Resort Legal Services please resend this E-mail to me. Also, I was not told that my contact representative, ***********************, had left the company, and his phone number with them ************ is still active and recording voice mail messages. How was I to know he was no longer with them? Can i be given a name and phone number for a new company contact?

  Finally. they promised in their last sentence to "reach out to the client today with an update". They have not done this as of yet.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2022

  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.

  My wife (******) and I attended a seminar in ********** ***** on August 18, 2022 held by Resort Legal Services (RLS). Our interest was to get legal information and a process to cancel a timeshare agreement with ****** *** *******. Research about RLS before the seminar seemed to verify it as a real business capable of resolving the timeshare. We paid $5,561.00 to RLS (documents attached) to cancel the timeshare agreement. As of now, we are having difficulty getting any status or timeline as to when this will be resolved. I talked to two RLS representatives who said "we will contact you when something happens." We just received another $632.71 bill from ****** ***. All we want is to GET THIS DONE, and if it cannot get done refund our money. There are other businesses that do this type of work. Any help from BBB is appreciated, thank you.

  Business Response

  Date: 02/06/2023

  Client signed contract on 8/18/2022 and returned required documents on 9/7/22. Although we can appreciate the client's eagerness for the timeshare to be gone, it has only been 4 months since we received the documents back from the client. Despite this fact and that the client's contract carries a 24-month timeframe for completion, we have already spoken to the client on four occasions. The client is asking us to complete the job and that is exactly what we will get accomplished.