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:03/05/2025

  Type:Product 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.

  We attended Creative Consults event at the ************* in *********** on December 5, 2024, mostly in the interest of getting out of our current timeshares. We signed with ** ****** personally, paying $10,702 for ****************************** to enroll us, within 60 days, in a ***************** and *** vacation program. We thought that in the long run this would provide vacation options without the burden of our ever increasing ********************** maintenance fees. We called or emailed Creative Consults several times since our enrollment to comply with requested information, always provided in a timely manner. We were also told we would be contacted soon by DE Financial to assist in exiting our timeshares; since we had heard nothing, we called Creative Consults on Dec 18. We received a call from DE Financial the next day, and paid them $4395. So far we have made some progress on exiting our timeshares. Time will tell. In January we had also voiced concerns that we had not received our portal information, mailed packets or had contact of any kind from Dreamstar or RCI. On 2/19/2025, well beyond the 60 days as had been indicated, we sent an email that stated we still had no contact from ********* or *** and that we expected to hear from Mr. ****** directly. ***** did receive a call that day that he was unable to answer. No voice mail was left, and no attempt to call or email us since has yet to occur. We sent a letter 2/24/2025, **** Priority Mail with signature confirmation to the only address we have for Creative Consults, LLC. On 2/26/25, **** Tracking indicated No Access To Delivery Location and there has been no acknowledgement as of yet. We feel that Creative Consults has not provided services as presented in our agreement within the stated time frame or with effective response to our communications regarding lack of services. We therefore seek to have our $10,702 refunded in full. There would be no other acceptable outcome.

  Customer Answer

  Date: 03/12/2025

  From: **** ********* <***************************>
  Date: Wed, Mar 12, 2025 at 5:48 PM
  Subject: Complaint ID ********
  To: <**********************************************************************************************>
  Cc: ********* *****-Spouse A <*****************************>
  
  Hello, 
  
  From your email received yesterday we understand that our complaint has been forwarded to Creative Consults. So it was very interesting to us that this afternoon we both received this text:
  image0.jpeg
  
  
  This was the first text ever received. Creative Consults has not emailed us since December when they requested that we confirm our information in order to set up a customer portal. We promptly responded to this email to confirm our information. Weve heard nothing from Creative Consults since, until today. Weve had no response to our email to ** ****** on Feb. 19, stating we had heard nothing from ***, there are serious issues, and we expected to hear from him.
  There may have been attempts to call us,  but the only voicemails ever left were today, a different one to each of us. 
  
  This was Ralphs, from Shalom? at Creative Consults, both audio & transcript; when you hear or read 6 it is probably 60. 
  
  <CC Voicemail 3:12:25.m4a>
  
  
  image1.jpeg
  
   This was my slightly different voicemail:
  
  image1.jpeg
  
  
  The caller is saying there is a minimum of 60 business days for *** to set up your account.
  
  Thats not our understanding. I think I had attached this to the initial complaint:
  
  image0.jpeg
  
  The starred item states no longer than 60 days, not a minimum of 60 business days. But even if todays voicemail stated timeline was true, it has been 65 business days since Dec. 5. 
  
  We feel this tactic today is intimidating and misleading. We have no intention of contacting Creative Consults at this time because we await the opportunity to review their response to you. 
  
  We are very appreciative of your assistance.
  
  **** Matzinger 
  

  
  

  Business Response

  Date: 03/19/2025

  Mr. & Mrs. ******************** honor your opinion, personal feedback and specific customer experience. We also thank you for giving us this opportunity to discuss your account! Prior to this engagement, our Client Support team has made multiple attempts to contact you so that we may provide the client support we know is needed to ensure things are running smoothly for your account. These attempts have been most specifically phone calls and voicemails made since February. In response, to your complaint we invite you to give us a call at our offices at ************! This will allow our Client Support Team to successfully provide you with the account support we've intentionally designed to be apart of our customer service experience and prevent any lag in that support. We understand the importance of honest customer feedback to us and satisfactory customer service experience.
  
  Also, we offer an online client portal allowing you to check for any new activity on your account. A Client Support team member is able to assist you in signing up for this portal during your call as well! We appreciate the opportunity to serve our clients, providing them with the education they've needed to make the changes they've wanted. Please note, our customer service hours are Monday - Friday and 10am - 3pm EST. We are closed Saturday and Sunday.

  Customer Answer

  Date: 03/24/2025

  [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:
  
  We have had successful phone conversations in the past few days to resolve our concerns regarding unclarity in the stated time frames within which enrollment into the vacation program could begin, as well as the occurences of miscommunications. We have received the customer service help needed, including activating usage pending enrollment approval and very helpful tutorial about usage of the program. We accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** & **** *********