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Business Profile

Investment Advisory Services

Cerberus Capital Management, L.P.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Investment Advisory Services.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    How are companies like Cerberus Capital Management and Exploria Resorts allowed to behave like this? My mother, an elderly woman with dementia, has been trying to cancel her timeshare for years. Years! This has become a hardship, both physically, financially, and mentally for her. It has come to the point that as her daughter I have had to step in and have attempted to resolve things. Ive watched her health deteriorate while these people take full advantage of her condition. She simply wants out. She doesnt understand whats happening anymore, yet these people are still clinging to her money like leeches. They have given no solution that is acceptable. They have no care, no sympathy, no compassion, no decency for an elderly woman living her last days with this worry on her. It's a company taking advantage, being unreasonable, more concerned with the almighty dollar and doing whatever they can to prey on someone defenseless against their unethical practices. How can this be okay?This isnt just a timeshare issue. This is about exploiting the vulnerable. Cerberus Capital Management oversees Exploria Resorts and bears every bit of responsibility for whats happening here. Someone must hold them accountable for what they do to families like mine. My mother deserves peace, not more stress while battling her condition. I am here watching helplessly while this company continues to take advantage of her, hoping and praying there is some decency in them to resolve our request to cancel/take back her timeshare. Enough is enough. Its time for someone to step in and make this right. This timeshare needs to be canceled immediately. Cerberus and Exploria need to stop preying on the elderly and start acting like ethical organizations if theyre even capable of it. I want action, not excuses.

    Customer Answer

    Date: 04/14/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cerberus Capital Management, L.P. regarding complaint ID ********.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:03/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Weve and stuck in a timeshare we cant use and dont want, and your company refuses to help. Weve spent four years trying to resolve this, but no one listens.We are retired military veterans on fixed incomes, and the rising fees make this impossible. We dont travel much anymore, and even we do, there are cheaper options. Even if we wanted to stay at Exploria resorts, it would be more affordable. Weve tried to give it back and even give it away, but nothing works.On top of that we discovered this mess would be passed onto our kids, which we were never told upfront.Your practices exploit veterans, seniors, and anyone who challenges you. It is disgusting and needs to stop. Do the right thing.

    Customer Answer

    Date: 04/12/2025

    At this time, I have been contacted directly by Cerberus Capital Management, L.P. regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

     Exploria has responded numerous times that they cannot release us from our ownership & subsequent maintenance fees  we have been trying to resolve this issue for years & there is too much documentation to include here.  We have also tried selling said property numerous times to no avail.  

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    ******** *****

    Customer Answer

    Date: 05/05/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cerberus Capital Management, L.P. regarding complaint ID ********.

    Sincerely,

    ******** *****

  • Initial Complaint

    Date:01/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 writing to formally file a complaint against Cerberus Capital Management for their failure to respond to my consistent attempts at resolving a critical issue regarding Exploria, a company they acquired in 2017. Since 2022, I have been in frequent communication with Exploria regarding my timeshare with Club Exploria. Specifically, I have attempted numerous times to resolve my contractual issues with the company and requested to be released from my agreement. However, despite persistent efforts, Exploria continues to refuse to release me from my contract. As a last resort, I reached out directly to Cerberus Capital Management in November 2024, believing that as the parent company, they hold a responsibility to oversee the operations and ensure accountability for their acquired businesses. Unfortunately, Cerberus has completely stonewalled me, failing to provide any acknowledgment or response to my inquiries to date. Given that Cerberus acquired Exploria in 2017, I firmly believe it is their duty to address and facilitate resolutions to issues concerning the companies they manage. Cerberuss lack of engagement regarding Explorias refusal to release customers from their contracts raises serious concerns about both their awareness of and oversight into the operations of Exploria. This experience is not only deeply frustrating but also indicative of a lack of accountability from both Exploria and Cerberus Capital Management. Explorias practices have increasingly appeared unscrupulous, bordering on what I would describe as a scam, and Cerberuss inaction only exacerbates the challenges faced by consumers like me. The lack of response from Cerberus is unacceptable, and I hope that filing this matter with the BBB will prompt action from them. I trust that the BBB will assist in holding Cerberus Capital Management accountable for ensuring ethical and productive oversight of their portfolio companies.

    Customer Answer

    Date: 02/25/2025

    Better Business Bureau:

    At this time, I have not been contacted by Cerberus Capital Management, L.P. regarding complaint ID ********.

    Sincerely,

    **** *****

  • Initial Complaint

    Date:10/14/2022

    Type:Product Issues
    Status:
    Unanswered
    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 are timeshare owners with Exploria resorts, managed by Cerberus. We have attempted to communicate with them about our current situation with no satisfactory steps forward. In addition to numerous attempts to contact Exploria, we have also contacted the ******* ************************ and the ******* *********************** trying to find a solution. We are simply seeking termination of our timeshare contract. Exploria has not been at all helpful. We are retired, living on a fixed income. It has become increasingly difficult to keep up with the annual fees. As we have gotten older we travel less, especially now, in light of COVID19. Our timeshare has become useless to us. We truly enjoyed our timeshare experience however it has become a financial burden we are unable to bear. Our children are not financially able to take on the responsibility of a timeshare. The lack of response from a company that has taken so much of our money is troubling.

Cerberus Capital Management, L.P. is NOT a BBB Accredited Business.

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