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:06/25/2025

  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 April 15, 2025, **** *. from Boardwalk Resorts contacted me. I promptly responded to her email with a detailed reply on April 21, 2025. Unfortunately, instead of acknowledging my response, I received a nearly identical email from the company on April 28, 2025, as if my previous communication had been completely overlooked. This has been deeply frustrating, as I expect better communication from a company Im doing business with.Throughout this process, Ive felt like Ive been caught in an endless loop with no resolution. Ive even taken the step of posting negative ****** Reviews in the hope of catching their attention. While Boardwalk Resorts does respond, their replies are generic suggestions to email them. Ive already done this and have yet to receive any meaningful response. This repetitive cycle leads to more frustration and no progress toward resolving my concerns.I decided to purchase a timeshare after attending a sales presentation that far exceeded the promised two-hour length, lasting five hours. At the time, I was led to believe this was a valuable investment. However, I was unaware of the escalating maintenance fees, which have now become a heavy financial burden. As a single mother with a new job, these costs are unsustainable for me.Ive reached out to Boardwalk Resorts to explain my financial hardship and request assistance in returning the timeshare, but I have received no helpful responses. Given the companys current Chapter 11 bankruptcy status, I would have hoped for some relief or support, especially for loyal customers, but this hasnt been the case.This experience has been endlessly frustrating. I urge Boardwalk Resorts to address their lack of communication and provide real solutions for customers facing hardship. Its disappointing to feel ignored by a company I trusted, and I hope they make meaningful changes to improve their customer service.

  

  Business Response

  Date: 07/09/2025

  We have read the consumers complaint.We have had a chance to a chance to research their request. Our records do show communication between our **************** Finance team and the owner. In reference to the email sent by the owner on April 21, 2025, our team replied direct to her on April 22, 2025. Prior to the owners email, our team sent communication to her on April 15, 2025 and on April 21, 2025 advising her to contact them regarding her mortgage payments, advising her of her contractual obligations, and offering payment plans should she have a financial *********** the reply sent on April 22, 2025 we did advise the consumer that we cannot cancel contracts outside of their rescission period, advising her of her right to sell the ownership, and again offering payment plan assistance. On April ******* our team emailed her again, once more advising her to contact them regarding her loan. She did not reply to **************** Finance until May *******. We have also previously sent letter correspondence to the owners address advising her of her contractual obligations towards her Maintenance Fees and Mortgage, and letting her know we cannot cancel her contract, outside of the rescission period. Our team has also attempted to contact her by phone call on numerous occasions regarding her mortgage and maintenance fees, so that they could assist her. Our team has continuously offered their assistance, which she has refused.  When scheduling presentations, we advise guests the presentation is approximately two hours. We advise this again at the time of arriving for the presentation. We advise the presentation may take some time as we explain in detail the ownership,benefits, paperwork, and present different ownership options that best suit the owners needs. Her presentation time on May 3, 2024 was two hours, followed by her time meeting with a Verification Officer to review, read, and sign the contract. The contact paperwork is clear and concise, and details the maintenance fees terms, which includes that they are subject to change. The owner initialed and signed to this on the Owners Acknowledgment. At this date,the consumer is past due on her maintenance fees by 350 days. She also has not made payments toward her mortgage payments since January 2025. She is contractually obligated toward these payments. We advise her to call **************** Finance directly to continue their conversation regarding payment plans. The Bankruptcy action has no effect on her ownership; her deeded ownership remains the same. Full information is available on the notice previously sent.

• Initial Complaint

  Date:04/28/2025

  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.

  After making numerous double payments and complaining about them, nothing was ever done about that. Nothing was also done about the representative that called numerous times when we asked for her to be put on a plan for the maintenance fees and the other payment so that it would be doable every month. She made sure to call ever week to ask about payments and to have lengthy conversations about her family and her problems with her family. We asked her to please refrain from doing this, but she would still call like clockwork still every week and would do the same thing. I was not supposed to be a therapist every other week and to be harassed by this Flgship Representative about payments that werent supposed to be due yet, but she made sure to charge anyway. I still have the statements for the 4 months maybe more that she decided to do that. I just know that I have paid more into this place than she had told me. Also when I signed up, I was rushed, hurried, and kind of bullied into signing up. I was promised a whole bunch of stuff as a bribe, that I never received. I was supposed to go through some type of walk through, a tour, I was rushed into that, so I never received a tour from any of your representatives, I received my tour from my best friend ******* ***** who is an owner there and has been for a very long time. I would just like to know how my situation can be rectified. I know nothing about this place because I was never actually given a tour, I was bullied into signing these papers and then harassed to death when Im trying to make payments on this place that I have never used, EVER! You can actually look that up, I tried and I wasnt allowed.

  

  Business Response

  Date: 05/07/2025

  I have read the consumers complaint. All payments collected were authorized either through the contract signed by the consumer or through a payment plan arranged between the consumer and our **************** Finance team. We do not take payments that are not authorized by the consumer. Their purchase was in January ************************************** their mortgage and maintenance fees, having not paid. Our **************** Finance team attempted to contact them to discuss, but the owner initially evaded their calls or hung up, until July of 2019 when they came to an agreement with **************** Finance. Since then, their payments have been inconsistent, with our team working, to the best of their ability, to assist the owner. Per the terms of their contract, their mortgage and maintenance fees must be current and in good standing to utilize owner benefits and make reservations, as they remained behind in all payments, this has limited their use ability. As of today, they remain three years behind in their mortgage and four and a half years behind in their maintenance fees. The marketing offer they received in exchange for taking the tour including staying overnight in the resort. Our records indicate they took their presentation tour January 5, 2019 with one of our licensed agents, as well as meeting with a licensed Verification Officer to read, review, and sign the contract. Every decision to purchase is voluntary. We would like to see the consumer enjoy their ownership and advise they contact ******** ****************** at ************ for direct assistance and payment options.

• Initial Complaint

  Date:01/03/2025

  Type:Order 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ********ifficulties, Ive made every effort to stay in good standing. My mortgage has been completely paid off, and my maintenance fees are current. However, I simply cannot keep up with these payments anymore.I am respectfully requesting that Flagship Resort cancel my ownership and release me from any further obligations. I hope the resort will understand my situation and work with me to resolve this matter fairly and quickly.Thank you for your time and consideration. I look forward to your response.Sincerely,****** ********

  

  Business Response

  Date: 01/11/2025

  I have read the consumers complaint. A member of our team has reached out to the owner to discuss resolution options.

• Initial Complaint

  Date:12/14/2024

  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 have not heard from this company since 2018. No calls, emails, or mail from this company, until a collection agency was reported on my credit report. There have been numerous disputes with the credit agency, still no information or calls from this company. It was removed from my credit report only for it to reappear.

  

  Business Response

  Date: 12/22/2024

  I have read the consumers complaint. Our team has attempted to contact the owner over the years to discuss her account,however; the owner was unresponsive. In February of 2024 we sent notification on both the Loan Servicing change and the Maintenance Fee Servicing change to the email on file.  The owner is very delinquent in both her mortgage payments and her maintenance fee payments. She should contact ******** ****************** directly at ************ or **************** Financing at ************ for further assistance in her questions.

• Initial Complaint

  Date:09/16/2024

  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.

  The problem is that we feel this timeshare is charging too much and lying about their services. When we joined in 2014 there was a movie room that was then taken away to provide more sales offices. It was promised to be put back bigger, but never was. Also a nice big gym facing the ocean which was replaced by a much smaller one with no windows. The only upgrade in amenities is a lounge on the first floor which wasnt needed since theres a restaurant and bar on the 7th floor. The pool and hot tub is often dirty and the elevators are extremely slow. They invite us to meetings about updates wherever we go there, but its only attempts to upgrade to summer months, better rooms, different points system etc. We have fallen into this trap several times and are now over 40k into this time share. The maintenance went from 890 to 1200 in these eight years and now they have the nerve to charge a boardwalk club fee of 165 a year which is ridiculous! We want to sell this time share money pit, but every time we call to get information were put on hold for hours and dont get to speak to anyone in charge. Please help us get out of this timeshare.

  

  Business Response

  Date: 09/24/2024

  I have read the consumers complaint. We value the consumer as an owner. She recently upgraded in July of 2023. I do not see any records of complaints, and am pleased to see they have enjoyed many visits with us over the years, including recently banking their *** points. As an owner with us they have access to all our properties and the amenities located throughout each one. At the time of her initial purchase, and her upgrades, she sat with a Verification Officer to go over the contract paperwork, which includes the Owners Acknowledgment. This details the Club Dues, which is for the Club Membership and the *** Points Platinum membership.Maintenance Fees are subject to change. The consumer was made aware of the maintenance fees at the time of her purchase and during the settlement, as initialed and signed.  If the mortgage is paid in full, the consumer has the right to sell her ownership. As noted in the Owners Acknowledgment, we cannot be involved in the sale. Once she has found a buyer, she may contact us so that we can prepare the transfer paperwork.  We would like to see the consumer enjoy her ownership. Our ************* team is available to assist with any questions, at ************.

• Initial Complaint

  Date:09/10/2024

  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.

  
  Complaint: 22267922
  
  I am rejecting this response because: At no time in the response did they address any of the actual concerns. Given the hours of presentation and minimal time to review, there is a certain level of trust that is expected. The business response is giving a complete pass for the sales team to say anything they wish to "make a sale" without any repercussions or accountability. We were adamant in our questions with the sales team and how are we supposed to differentiate between what is true and what is not? How are we to understand that none of the hours we spent listening and asking questions would mean absolutely nothing. I can provide the business with previous documentation showing correspondence that they are "unable to find". They are able to see two separate contracts in the system that will show THEIR error as well.  Where are the assurances that we have during the presentation, because it was our understanding that we inquired about a question, it was answered and that was that, but since it doesn't exist on the owner acknowledgement, it never happened. We are not asking to rescind a contract, we are asking to just give it all back. It has nothing to do with their ability, it is that they do not want to. 
  
  
  
  Regards,
  
  ******* *******-*****

  

  Business Response

  Date: 09/19/2024

  I have read the consumers complaint. At the time of the purchase, the consumer signed a contract that included the Purchase and Sale Agreement and Owners Acknowledgment. The Purchase and Sale Agreement clearly and conspicuously communicates the right of rescission. The *** enrollment was submitted to *** after their purchase and the requisite rescission period. She does have the right to rent her ownership should she choose. However; as stated in the Owners Acknowledgment, which was initialed and signed by the consumer, she purchased this for her own personal vacation use and enjoyment, and not because of financial or monetary advantage. All fees are also notated in the Owners Acknowledgment.I do not see where she contacted us regarding spelling errors, however; our **************** will be able to offer assistance. If the error is with ***, we can help her contact them for the correction as well. A recent letter sent to the owner explained that although we value her as an owner, we are not able to rescind her contract or refund her money, as the rescission time frame has expired in 2020.  We are pleased to see that they have enjoyed many stays with us, as well as using their *** membership and hope to see them continue to do so.

  

  Business Response

  Date: 10/04/2024

  I have read the consumers response. The consumer and her spouse have been owners with us since 2015, and upgraded twice; once in 2017 and again in 2020. Each time, our sales team went over the ownership opportunities with the consumer. Each time, the consumer then met with our verification team to read and sign the contract. Both the sales presentation and signing process can take as much time as the consumer needs, so they can ask any additional questions and read all their contract paperwork before signing. They also took the contract paperwork home with them. Additionally, our verification team and our customer service team remain available to our owners to provide them further assistance with any questions or needs. They can be reached at ************. I reviewed copies of the contract paperwork and our spelling matches that on her ID, and the spelling of her name on this complaint. If the spelling error is with ***,I can request a representative contact her to assist her. We have previously advised her that her ownership is a real estate transaction and we are unable to rescind her contract. The consumer has utilized their ownership for many vacations and resort stays. Currently, she is ******************** her maintenance fee payment and owes $814.82. As stated in the Owners Acknowledgement,this must be current to continue utilizing her Ownership Benefits. Please advise the consumer to contact us at ************ to bring their account current and once again enjoy their ownership benefits.

• Initial Complaint

  Date:09/04/2024

  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.

  Better Business Bureau,I am writing to formally lodge a complaint against Boardwalk Resorts regarding the recission of my timeshare contract with **************************************. Despite our initial satisfaction with the timeshare agreement, circumstances have changed significantly, prompting this *********** recent years, we have made multiple attempts to communicate with Boardwalk Resorts Corporate offices through their email at ******************** Unfortunately, these efforts have been met with a lack of responsiveness and inadequate support, leaving us no choice but to seek further assistance.There are several critical reasons why we wish to rescind our timeshare agreement. The loan associated with the ********* has been fully paid off, and our ability to vacation as frequently as before has decreased due to age and health issues. Furthermore, we no longer wish to carry the financial burden of a timeshare that we are unable to use.For over two decades, we have consistently fulfilled our obligations by paying maintenance fees and covering the major costs associated with the timeshare. Given our longstanding relationship with Atlantic Palace Resort and our demonstrated loyalty, we deserve the option to void this agreement.Our past efforts to resolve this matter amicably have been met with virtual silence, prompting us to seek your intervention. We expect Boardwalk Resorts to acknowledge our situation and cooperate in facilitating a smooth recission of our timeshare contract. We trust that the Better Business Bureau will assist in ensuring a prompt and satisfactory resolution to this ************************ *******

  

  Business Response

  Date: 09/13/2024

  I have read the consumers complaint. We value the consumer being a longtime owner with. Our recent letter to the consumer advised them that we are unable to rescind their contract. This is a real estate transaction. At the time of their purchase, they signed a contract,including the Purchase and Sale Agreement, which states the right of rescission.Since the consumer has been with us since 2002, the rescission period was expired. As notated in the Owners Acknowledgement, they may sell their ownership, however we are not permitted to be involved in the resale. Once the consumer has found a buyer, they may contact us for the transfer paperwork. In the meantime, we would like to see the consumer enjoy their ownership. Our **************** team is available to assist directly in any questions they may have, and can be reached at ************.