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:05/15/2024

  Type:Sales and Advertising 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.

  Good morning My husband, ****, entered into an agreement with SMTN (Sell My Timeshare Now) on January 25, 2022-- ORDER #******-- for the amount of $2498 paid by credit card. This business says it provides assistance to market and advertise timeshares to thousands of interested buyers. We set up the information via an owner portal on their site.Following their recommended practices we actively managed our portal, including lowering our asking price on 5/9/22 from $23k to $10k. In total, we received 2 "inquiries" While an "inquiry is not an official offer" and we were told "an agent was reaching out to the interested party". One inquiry was on 2/15/23; the other on 3/27/23. We received updates regarding the inquiries on 5/22/23 and 8/18/23 stating the "broker for the inquiring party was not placing a formal offer". I requested any information on the inquiries- the price being offered etc. but was not given any formal information. We are requesting a full refund of our money paid because absolutely nothing was done to market our condo which was well below asking price of dozens of units. We did the work of setting up the portal, managing the portal. SMTN did nothing special to drive customer traffic. It simply providing a website that was dependent on random people looking at what was on the market. We are extremely dissatisfied with what was promised (verbally) when we signed up and what we delivered for $2500. This complaint was not filed within a year as it was an ongoing contract for services.

  Business Response

  Date: 06/05/2024

  We are sorry that ****************** feels our services have not met her expectations. Our dedicated ************* team is actively attempting to connect with ****************** regarding the issues in her complaint. We would ask that she contact our Customer Solutions team at her earlier convenience. We look forward to speaking with ****************** and further addressing her concerns.
  
  At this time,we consider this complaint to be resolved. While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our customer care department at ************** before filing a complaint as we are confident we can address our clients'concerns and ensure a positive outcome.

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21718387
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Simply not hearing back from them is not acceptable. However it does highlight how theyve responded to me since we signed the contract. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/20/2024

  SellMyTimeshareNow's ************* manager is actively working to connect directly with ****************** to discuss the concerns regarding her account. We are confident that we will be able to assist and mutually resolve this matter once we speak with her and gather some additional information regarding her account and experience. 
  
  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************* department at **************. We are confident we can address our clients' concerns and ensure a positive outcome.

  Customer Answer

  Date: 06/25/2024

  I am in direct discussion with the organization. We spoke last Friday 6/21 initially. I am awaiting a return call from **** in *****************  
  

  Cindy 

  Business Response

  Date: 07/07/2024

  SellMyTimeshareNow's Customer Solutions manager is actively working with ****************** to gather additional information regarding her complaint so that we can better assist. We are confident that we will be able to mutually resolve this matter. While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************************ at **************. We are confident we can address our clients' concerns and ensure a positive outcome.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21718387
  
  I do not accept the business's response as a resolution to my complaint because: 

  I spoke with ********************* on 6/21 in which she said shed work with her manager to resolve our issue. 
  nothing has been offered or changed except an email yesterday 7/7 saying they have tried several times to reach me since. They have not. My cellphone tracks all calls. At minimum they have not even left a voice message. 
  I reject this because other than the one phone call that I I initiated to their customer service department, they have done nothing. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/22/2024

  SellMyTimeshareNow was able to speak with ****************** regarding her concerns and is pleased that we were able to come to an acceptable resolution for everyone. SellMyTimeshareNow feels the matter resolved.

  Customer Answer

  Date: 07/24/2024

  We have successfully reached an agreement with SMTN. 

  Thank you so much for your efforts and assistance in this matter. 

• Initial Complaint

  Date:05/08/2024

  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 hired this company to sell my timeshare. While they are listing my timeshare, I paid for and signed up for their maintenance fee protection. This service was supposed to be good for the entire time they were handing the sale of my timeshare. It was fine the first year I used it. This year they are refusing to respond to my inquires and honor the program that I paid for. I have reached out to them multiple times including informing them that I would file a complaint with the BBB. I am sick of waiting for their response.

  Business Response

  Date: 05/28/2024

  We are sorry that ************** feels our services have not met his expectations at this time. Our Customer Solutions team is actively working to speak with ************** regarding the issues in his complaint. We are confident that we will be able to resolve the matter with him directly to ensure that he remains satisfied with our services. SellMyTimeshareNow encourages ************** to contact our Customer Solutions team at his earliest convenience so that we may better assist.
  
  At this time, we consider this complaint to be resolved.While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our customer care department at ************** before filing a complaint as we are confident we can address our clients' concerns and ensure a positive outcome.

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21686421
  
  I do not accept the business's response as a resolution to my complaint because: I have reached out to your customer service multiple times.  Once through email and twice over the phone.  The first call I left a voice mail and did not receive a call back.  The second time I spoke to a person that said they need to escalate it and I should get a call back shortly.  That was 2 days ago.  Either your customer service is terrible or you are dragging this out until I give up or there is not enough time left in the year to compensate me. When I am told you will call me, I expect a call.  I still cannot access my account.  I still do not have my refund.  I even asked for my price to be dropped to $0.00 to make selling it easier, if you no longer want to pay my maintenance fee.  Give me my access to my account and promptly reimburse me for my maintenance fee, OR sell (or transfer it to your inventory) my timeshare for resolution to my complaint.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/20/2024

  SellMyTimeshareNow's ************* manager is actively working to connect with ************** to gather some additional information regarding his concerns so that we can better assist him and resolve this matter. We are confident that once we connect with ************** we will be able to address his concerns and resolve this matter. 

  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************* department at **************. We are confident we can address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  Date:05/06/2024

  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.

  I am feeling very upset, we have tried tried contacting by phone and email many times left messages with little response. We just found out Jan. 25, 2024 that ********************* was not our representative any more so why were we not notified weeks ago and who is our representative now? We sent the requested $14,072 of our money with the exaptation of timely sale but after more than a year and two price reductions there have been no offers for our property,

  Business Response

  Date: 05/27/2024

  SMTNs Customer Solutions team is actively working with ************** to discuss her account. We appreciate her sharing her concerns and are continuing to work with her to address those concerns and assist with her active subscription. We are continuing to work with her to market her property on our platform. Our teams work hard behind the scenes to deploy advanced search engine optimization and marketing techniques to drive the most buyer traffic to our site of any resale marketplace in the industry, giving owners the best chance of selling their timeshare as possible. While we cannot guarantee a timeframe for each owners individual success, we do guarantee to continue working with them until they are successful in finding a buyer for their property. Our Customer Solutions team will continue to work with ************* on her account and do everything in our power to help her successfully sell their timeshare.
  
  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************************ at **************. We are confident we can address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  Date:04/30/2024

  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.

  In October of 2023, I paid $1,999 to Sell My Timeshare Now to sell my ******************** timeshare which I had initially paid $17,000 in 2014. I told them I wanted to sell within 6 months and would consider any offer. They told me to list it for $10,000. 6 months later, I had no offers. I then told them to lower it to $5,000 and do everything they could to sell it in the next 6 months. Still no offers. I was just trying to get $2000 to cover the ad expense. Not one offer. I called three times asked for some compensation like getting half my money back. I was told each time a manager would get back to me. That never happened. My ownership number is 101726-01. I saw their ad on their website. I felt scammed and only want to have other people not feel scammed.

  Business Response

  Date: 05/20/2024

  SellMyTimeshareNow is happy to hear that ****************** was able to successfully sell his timeshare ownership. We are committed to honoring all terms that are outlined in our Subscription Agreement; however, this particular transaction does not qualify within those terms based on the information we have received. Our ************* Manager has been in contact with ****************** directly to gather additional information and we are confident that we will be able to mutually resolve the matter with him.
  
  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************* department at ************** as we are confident we can address our clients' concerns and ensure a positive outcome. 

  Customer Answer

  Date: 05/21/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/28/2024

  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.

  I was looking for a solution that was sold by the agent as the best option bro our need. And that the market for my time share in Dorado ***********. Was highly well solicited. So the market was great time for selling . But a week and a half my health had a turn to the worst. I immediately ask for a refund and unfortunately was told no . Today two years after an no selling and when I solicited refund I was told the market was down.

  Business Response

  Date: 05/20/2024

  We appreciate *************************** reaching out to us regarding her contract. SellMyTimeshareNow does have a rescission period and honors all requests that meet the applicable terms. We are actively working to review her file and history so that we can assist her in resolving this matter with her directly. We appreciate his patience and willingness to work with us to address her inquiry.

   

  While we welcome the opportunity to publicly address our clients' concerns through the BBB, we recommend that clients first reach out to ************* at ************** so that we can better understand their concerns and more quickly resolve them to their satisfaction.

• Initial Complaint

  Date:04/24/2024

  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.

  SMTN markets themself as "the most trusted timeshare resale and rental company in the industry. Quote: "We drive real results, making life easier for timeshare owners just like you."My experience could not be further from this. It just feels like another scam at this point.In May 2021, I spent several thousand dollars to advertise my Vegas timeshare on their website. My contact led me to believe it was worth well over $20,000 (a pie-in-the-sky number) and that it should be quite easy to sell over the summer.In the 3 years since then, I've received zero offers (despite lowering the price to a substantially lower number), zero support, and never heard from the company again.I am completely dissatisfied with this service and request a full refund with interest, or a timely sale of the timeshare that recoups my payment to the vendor plus the years of maintenance fees I incurred. I would prefer to be rid of it and the unreputable SMTN as this entire experience has been unpleasant.

  Business Response

  Date: 05/14/2024

  We are sorry to hear that ************** feels our services have not met his expectations. Our dedicated Customer Solutions team has been attempting to speak with ************** regarding the issues in his complaint. However, we have unfortunately been unable to connect with him. We would ask that he contact our Customer Solutions team at his earliest convenience. We look forward to speaking with ************** and further addressing his concerns.
  
  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our customer care department at ************** before filing a complaint as we are confident we can address our clients' concerns and ensure a positive outcome.

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and spoken with a supervisor. We have not yet resolved the issue but are working towards resolution. I would consider this on-going at this time. Is it possible to extend the timeline for this case?
  
  Thank you,
  
  *****************

• Initial Complaint

  Date:04/15/2024

  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.

  On May 19, 2023, I spoke with Executive Consultant, *************************. He had me under the impression that the "SellMy Timeshare Now" was a program that promoted your timeshare for consumers to see, view, and purchase. And when I say see, view, and purchase, I mean that a consumer and I are able to go onto "SellMy Timeshare Now" without any complications or deep searches and view my unit. I could not and cannot find my unit if I go search for it without putting in my info. ************************* did not explain to me that they had thousands of timeshares on the website. I paid ***** for the "maintenance fee protection program." *** was supposed to call me back the next day and did not. After he got his commission for the sell, we were not important. As of today, no one has viewed our property or inquired on it. *** has deceived us, and he is being deceptive when talking to people on the phone. He had me to believe our unit would have been sold by a certain time period too. I told him I was going to get an attorney to settle it instead, he led me to believe, this way was the best. This need to be addressed and handled. I want my money back. I have called several times and spoke to different representatives, and they seem to have the same story line..."we help thousands of people sell their timeshare." I want to be apart of the thousands of people.

  Business Response

  Date: 05/05/2024

  SellMyTimeshareNow is pleased to share that we were able to connect with ****************** to address her concerns with her advertisement. While we do not guarantee the timeframe for each clients success in selling a timeshare, we do guarantee to continue working until the owners timeshare is sold. We understand that waiting for a timeshare can be frustrating to owners,but our ************* team is available for assistance throughout the selling process. We are happy to share that we were able to discuss this matter with ******************, have come to a mutual resolution, and consider this matter to be resolved.
  
  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************* department at ************** as we are confident we can address our clients' concerns and ensure a positive outcome.
  

  Customer Answer

  Date: 05/08/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/09/2024

  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.

  November of 2022 I contacted SMTN about a campground membership I had and if they could sell it for me. I was told they could and that they have been selling the specific one constantly at around ****** and I should set my price at around ******. I was sent a contract that said timeshare so I contacted the sales rep back and she assured me it was the same as campground membership. After a year and contacting them several times along with lowering the price to ***** I had no hits on my listing. Not even one person looked at it. I then found out that none of the memberships of travel resorts of america were selling and all the prices were listed lower than mine. Shortly after Christmas of 2023 I was able to reach a senior manager who told me that the last one to sell was almost 3 yrs ago and it was for 500. She said she would escalate the matter and see about getting as much of the 899 refunded as she could due to the deception their sales rep used. I again reached out in February of 2024 and spoke to another senior manger who told me if I didn't like it then I could *** them for the money.

  Business Response

  Date: 04/19/2024

  SellMyTimeshareNow was able to speak with ********** regarding his concerns and experience and is pleased that we were able to come to an acceptable resolution for everyone. SellMyTimeshareNow feels the matter resolved.  

• Initial Complaint

  Date:04/08/2024

  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.

  7/7/2023- I put my time share for sale with sell my timeshare now. with ***************************. He informed me of the maintenance protection program to get my fee back. I paid extra for this plan. He also told me that the closing costs were in my price and ad fee. I thought that it cost a lot. He told me he would not take my timeshare if he thought that he could not sell it. I put the payment on my credit card. I paid the amount. Since July 2023, no one contacted me about my time share, which I did not like. Also, I had to call several times to ask what is being done with all the money I paid and they told me to wait a few months. They told me that each time I called. I want to sell my time share before I have to pay another year of maintenance fees. I talked to ****** about the maintenance protection plan and she informed me that I had to book the stay for the week I had and they would get someone to use it. I could not get this year, so I booked it for 2025 the week of Feb. 7-15th. She told me they would call me when they got someone. I called recently and she was no longer there. I talked to someone else and she told me I had to Pay to renew $149 every July to be in the program. I told her I sent all of my paperwork to ****** and she said you have to renew and send it again. This is so frustrating to me that I paid so much money and now I have to pay more to get my maintenance fee back. It' a run around and I feel like they are getting money from people and not doing the job of selling the timeshare. They sent me no papers to tell me what I paid for. That is shady to me.

  Business Response

  Date: 05/01/2024

  SellMyTimeshareNow appreciates ****************** for sharing the details of her concerns and at this time has been unsuccessful in connecting with her.Our Customer Solutions team remains dedicated to resolving this matter with her directly and encourages her to call us at her earliest convenience. Upon further review of Ms. ******** file, we see that the additional fee she is referring to is a renewal fee for a separate service, which we are hoping to speak with her about so that we can review the details of her subscription with and clarify our services. Again, we encourage her to contact us so that we can resolve this matter with her directly.
  
  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************************ at **************. We are confident we can address our clients' concerns and ensure a positive outcome.

• Initial Complaint

  Date:04/04/2024

  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.

  I purchased maintenance fee protection and was told my fees would be reimbursed to me. There was a fee for guest name change fee and it was supposed to be reimbursed to me along with the maintenance fee but it wasn't. It's been like pulling teeth trying to get reimbursed! Their customer service is horrible! They oversell you but once they get the sell they don't support. It takes so long to get an ad revised and the original ad took days to put up so by that time it's too late to back out once I realized they oversold me on the idea my timeshare would go for higher than I thought! Now my ad has been sitting for months and no inquiries.

  Business Response

  Date: 04/24/2024

  SellMyTimeshareNows ************* manager is currently working with ********** regarding her concerns and account with **********************. We are pleased to share that we have resolved the matter of the maintenance fees and will continue working with her on her active account. While we cannot guarantee a timeframe for each owners individual success, we do guarantee to continue working with them until they are successful in finding a buyer for their property. Our ************* manager will continue to work with ********** on her account and do everything in our power to help her successfully sell her timeshare.
  
  While we welcome the opportunity to publicly address our clients concerns through the BBB, we always recommend our clients first reach out to our ************* department at **************. We are confident we can address our clients' concerns and ensure a positive outcome.