Business Profile

Property Management

Elite Resort Group

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Pattern of Complaints

Complaints

This profile includes complaints for Elite Resort Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

77 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:05/07/2024
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.
I am writing to file a former complaint against **** ****** and the Elite Resort Group for their unnacceptable business practices and lack of responsiveness to my cancellation inquiries.

Business Response
Date: 05/13/2024
We have reviewed *** *********** complaint and have agreed to the cancellation on terms communicated to *** *********.
Customer Answer
Date: 05/15/2024

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: ********

I am rejecting this response because I recently emailed the timeshare requesting that they waive the $1500 fee that comes with the release option, but they have not yet replied.
Over the past four years, I have diligently paid a total of $23,037.75 to Elite Resort Group. This substantial sum includes the initial purchase price of the timeshare points, closing costs, and monthly maintenance fees. Given my significant financial investment in your company, the additional $1500 processing fee for returning the timeshare is unwarranted and should be waived.

Throughout my ownership experience, I have encountered several challenges and inconsistencies that have led me to this decision. During the initial purchase in June 2020, I was promised that ******* would take my ****** timeshare if it did not sell within six months. However, this agreement was not honored, and I had to pay additional fees to continue listing the ****** timeshare.
During my second purchase in September 2023, I was not fully informed about the foreclosure status of the points I acquired or the attached golf package. The lack of transparency and difficulty contacting the sales representatives have been disheartening.

Moreover, the limited availability of properties, the increasing maintenance dues, and the additional fees associated with making reservations through the *** *********** have made it challenging to benefit fully from my timeshare ownership. The costs incurred over the years have not justified the value of my vacations.

Considering my substantial financial commitment to Elite Resort Group and the various challenges I have faced, I respectfully request that the $1500 processing fee be waived. This gesture would demonstrate their company's commitment to customer satisfaction and fairness.

I appreciate your understanding and consideration of my request.

Regards,
***** *********

Business Response
Date: 05/17/2024
We are pleased to share that a resolution was offered, and a mutual agreement has been made with *** *********. Thank you
Customer Answer
Date: 05/20/2024
[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. I am waiting on the release documents to be sent to me per the letter dated May 4, 2024 waiving the $1500 processing fee from the Property Team at Elite Resort Group, Inc.

Regards,

***** *********
Initial Complaint
Date:04/26/2024
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.
Im filing this after countless attempts to resolve a serious issue with Elite Resort Group, who have shown nothing but apathy and unprofessionalism toward our situation. Since investing in a timeshare with them, it's been a nightmare of deceit, poor communication, and outright neglect. Once they had our money in hand, their supposed commitment to service vanished. The level of disregard shown to us as customers has been astonishing. After finalizing our purchase, any semblance of customer service evaporated. We've been ignored, brushed off, and left to deal with the consequences of their greed. Promises made were not kept, leaving us both financially and emotionally drained.To add insult to injury, instead of addressing our grievances, Elite Resort Group sent our account to collections, blatantly ignoring our attempts to resolve the issue directly. This not only caused financial strain but unnecessary stress and frustration as we were forced to negotiate with a collection agency to revert our account back to **********************. This company's behavior is unacceptable and unethical. We demand immediate action, restitution for our financial losses, emotional distress, and the significant amount of time wasted. Elite Resort Group's lack of responsibility and customer care in their handling of our situation is appalling, and this complaint serves as a call for some accountability and a warning to others considering their services.
Business Response
Date: 05/08/2024
Elite Resort Group, **** (ERG) answers the complaint filed herein and states that despite the vague allegations of misconduct set forth in the complaint, our records to not indicate any specific issues having previously been raised with ERG. ERG is not responsible for any financial strain that the Complainant is under due to their obligations to make payments under contracts that they willingly signed, and from which they have enjoyed benefits. The account would have only been referred to collection due to a serious default in payments required to have been made by Complainants. We are also not aware of any reason by which ERG would not have met any of its responsibilities or obligations. here...
Initial Complaint
Date:04/19/2024
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.
I am writing to lodge a formal complaint against Elite Resort Group (ERG) for their failure to fulfill a verbal agreement that was the sole basis for my timeshare purchase with them, as well as their lack of communication and flexibility in the utility of the timeshare product sold to me and my now-deceased wife.

Business Response
Date: 04/26/2024
As an initial matter, Elite Resort Group, Inc (“ERG”) had nothing to do with the sale of the timeshare interest to the Complainant, and whatever conduct may or may have occurred at the sale presentation has nothing to do with ERG. ERG is the management company for the resort at which the timeshare interest is located and plays no role in the sale of timeshare interests. With that being established, we have had the opportunity to review the complaint and the Complainant’s file and that file shows that the Complainant is mistaken about the role of selling entity (at that time ******* ******** **********) in disposing of the Complainant’s existing timeshare in Hawaii. Among the documents in the Complainant’s file is the attached Understanding Acknowledgment and Disclosure form which clearly shows that the Complainant acknowledged that ****** ********** ***. was the company engaged by the Complainant for the sale, and that company is not affiliated with *******. That Understanding also provides that the Complainant at the time acknowledged that he has not been told whether or not the timeshare interest would sell and not told of any promised price. At this point it is possible that the managing Association at ***** ***** would accept the transfer of this unit, but no refund would be provided.
Customer Answer
Date: 04/29/2024
[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. I am requesting that all documentation for this transfer be sent to me as soon as possible.
Regards,

****** *******
Initial Complaint
Date:04/12/2024
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 submitted my formal termination request via email to the board of directors of this company on December 18 and received an automated response indicating a 6-8 week response time. I sent another email to Island Links Resort and ERG on February 22 asking for an update because I had not heard back. I received a response asking for more information but nothing further. It is now mid-April, and while I've been patient, waiting four months for an email from the board is quite unprofessional and absurd. Over the past 15 years, I have invested approximately $12,000-$13,000 with this company, anticipating the freedom to enjoy vacations at my convenience with the Tri-X unit that was assigned to me, as well as the promised annual developer week. Unfortunately, the availability of the unit did not meet my expectations, leaving me feeling like my investment had been in vain. To compound matters, I was under the impression that the developer week could be rented out to help cover the maintenance fees.Despite my attempts to do so through the recommended third-party company, Resort Solutions,as suggested by the sales agents who initially explained everything to me, this endeavor proved to be yet another disappointing investment. Although *********************, the rental expert who assisted me with listing the unit, did lower his second fee for relisting it in the second year after it failed to rent in the first year, the outcome remained unsuccessful. These were the two primary reasons I signed up for the timeshare, and since they were not fulfilled, I am requesting a full refund and a complete release from this ownership. While I have used the ownership a handful of times, I feel deceived by the false expectations that were set for me, and I now seek a fair resolution to this matter.
Business Response
Date: 04/19/2024
Elite Resort Group is in receipt of the recent complaint filed by ***********************. File no ********. A Representative, from Elite Resort Group, has reached out to *************************** and left a voicemail requesting a return call. We look forward to speaking with him and encourage him to contact us directly.
Thank you.
Regards,
Management
Initial Complaint
Date:03/25/2024
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.
Our attempts to reach out to your property management team have been met with silence, a situation shared by others. This lack of acknowledgment or response has left us and many others in uncertainty and deep frustration.This situation is awful, as it is not just us who are dissatisfied. Reviewing complaints and feedback from other customers reveals consistent unresponsiveness and dissatisfaction with Elite Resort Group's services. Customers have reported feeling victimized by what they perceive as scam-like behavior, with the company showing a blatant disregard for the concerns raised by its clients. Other negative reviews highlight high-pressure sales tactics, unfair payment practices toward employees, and a general lack of trustworthiness.Our experience and the collective grievances shared by others are not an isolated incident but rather indicative of a broader systemic issue within Elite Resort Group's operations. The absence of communication and transparency, especially concerning something as significant as a timeshare cancellation request, is not just unacceptable. It is a clear sign of a systemic problem that needs immediate attention.
Business Response
Date: 03/26/2024
We have had some staffing issues in the department that handles requests such as the one made by the Complainant. We are reaching out to him to advise him regarding his request.
Customer Answer
Date: 03/27/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 21479091
I am rejecting this response because: I have yet to receive anything and want communication to stay open. I'm only rejecting this so nothing falls through the cracks. I'll accept this once I receive word on the Property Team's decision.
Regards,
*************************
Business Response
Date: 04/16/2024
Elite Resort Group is in receipt of the recent complaint filed by *************************, File No.21479091. We appreciate the opportunity to address his concerns and have reached out to ************************* in hopes of reaching an amicable resolution. We will report the results back to you once the matter has been resolved.

Thank you,
Management
Customer Answer
Date: 04/16/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 21479091
I am rejecting this response because:
No one has reached out to us. We got a call earlier from someone from RCI who had no idea what we were talking about but that did not address any of our concerns. Please have someone from the timeshare contact us directly.
Regards,
*************************
Business Response
Date: 04/19/2024
Elite Resort Group has spoken with ***************************** and confirmed contact details being used and clarified correct information. Both parties have agreed to speak again regarding his submission, once his Contract and concerns have been reviewed.
Thank you.
Regards,
Management
Initial Complaint
Date:03/25/2024
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.
About eight weeks ago, we sent a request to the board of directors asking to cancel my timeshare contract. I thought it was a straightforward ask, but here we are, two months later, and I'm still waiting for even a whisper of a response.I've tried everything to get some sort of update or acknowledgment from them. No replies, no updates, nothing. It's incredibly frustrating and, honestly, pretty stressful. This isn't just about the money; it's the feeling of being ignored and not knowing where you stand.When I first asked to cancel my timeshare, I thought Elite Resort Group would handle it despite the eight week wait. The complete lack of communication has left me feeling stuck and ignored, which is why I'm turning to you for help.
Business Response
Date: 03/26/2024
It is not possible for this membership in ********************* to be canceled as there is a substantial loan balance attached to the membership.
Customer Answer
Date: 03/26/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Admin
Complaint: 21473463
I am rejecting this response because:
Our requirement to pay that was negated by the misrepresentation of the service sold to us, plus we need the money for medical treatments and expenses from my husband's accident. There is something you can do, and we'd like to explore those options instead of being heartlessly cast aside
Regards,
*******************************
Business Response
Date: 03/27/2024
Unfortunately, we have nothing to add to what has already been stated in our prior communications.
Customer Answer
Date: 04/02/2024
I sent a message last week, in reference to a response from Elite Resort Group. DO NOT close this out. This was my REJECTION response:

Our requirement to pay that was negated by the misrepresentation of the service sold to us, plus we need the money for medical treatments and expenses from my husband's accident. There is something you can do, and we'd like to explore those options instead of being heartlessly cast aside.
*******************************
Initial Complaint
Date:03/19/2024
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.
Ive reported this company before but Im reaching out because of new issues with them (that are being caused by the same dragged out situation they have kept me trapped in!!)Due to serious problems and experiences that Ive had with Elite Resort group, Ive been trying to exit my timeshare membership with their organization for YEARS now and they have been uncooperative and so dismissive of my situation, and completely uncaring about the financial AND emotional stress this has caused me. The NEWEST problem ** facing with them is the fact that I can barely get a RESPONSE. I sent an email to them and got ahold of their receptionist, *********************, who assured me over a month ago that she was finally going to forward my request to their Property Team since they are the ones that handle these matters and can cancel my account. After that, I got nothing but SILENCE. It feels more like my message got thrown in the trashcan than relayed to right people. I am ill even thinking about how this company is allowed to treat me as a customer in this way and yet still thinks they deserve my money. This is unethical, unfair, and needs to be addressed and made right ASAP.
Business Response
Date: 03/26/2024
While I cannot speak to any communications that the complainant may have had with our staff, ****************** is not entitled to exither timeshare as that timeshare has been converted as part of the purchase of a ********************* membership, and that membership has an outstanding loan balance.
Customer Answer
Date: 04/18/2024
Dear BBB,

This is ****** and *************************. Your website said to reach out if we have any other information we have to discuss about our complaint. Weve reviewed Elite Resort Groups response to our complaint and we do not feel that their response did anything to resolve the current and we do not feel that their response did anything to resolve the current situation, which is why we would like to have this complaint reopened and our own response

relayed to them. This is for complaint #******** and the rest of this message is in response to their dismissive message:

We should be entitled to exit our timeshare BECAUSE of the interactions we have had with your staff, among all the other issues we have experienced due

to your companys unethical behavior and lack of respect towards its customers. We have communicated these concerns to your company on numerous occasions, which have only resulted in being ignored or told there is nothing that can be done. There has been not an ounce of empathy or accountability shown to us, and it is highly concerning that your staff would not even take the steps to relay or document this information so it could be looked into and rectified. This behavior is unacceptable from a company that has us ensnared in an agreement (one we were misled about and told lies about what it would entail) where wed be perpetually indebted to them. If this is an agreement that was meant to be entered into in good faith, then it should be terminated from these issues alone. And we should be reimbursed for the mental, emotional, and financial stress that your company has imposed on us by lying from the start and forcing us to chase down someone who cares. This should have been resolved from the first moment we contacted you, period.

1. What steps will your company be taking to address the issues we have shared in all of our previous communications?

2. What steps will your company be taking to rectify the mistreatment we have endured?

****** and ***********************;
Business Response
Date: 04/18/2024
We have nothing more to add to what we have already stated.
Initial Complaint
Date:03/11/2024
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.
We have been trying to get out of our timeshare ownership with ERG and recently they have stopped communicating with us. We feel that we were deceived into upgrading by a representative named ****************. We were told we HAD to upgrade our deeded Bi-Annual ownership to their new point system. We didnt have the money to do this, but the way ***** explained it to us, it was required to do so. During the upgrade, ***** advised that if we were ever unable to keep the timeshare or didnt want it, all we had to do was contact ERG and they would take the timeshare back. It seems they are refusing to assist us, as our request to do this has been both denied and now ignored. We are experiencing major financial hardship as well and despite telling them this, they dont seem to care. We would like to be refunded for the upgrade that we didnt want or need and to have our entire ownership to be closed.
Business Response
Date: 03/26/2024
ERG has reviewed the file for the Complainants purchase of a ********************* membership. There is nothing to substantiate any of the allegations regarding the Complainants having to upgrade their timeshare ownership to a Club membership, as there is no such requirement. With respect to the Complainants wishing to no longer own their timeshare interest, that is not possible as this units usage was converted to be part of the Club membership. It might be possible for the Complainants to agree to settle the loan for the membership by paying a portion of the outstanding balance,which would terminate the membership, and then the Association might accept transfer of the timeshare interest.
Customer Answer
Date: 03/27/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 21413023
I am rejecting this response because:
To Whom it may concern at ERG,
We reject this response in order to continue this conversation. Your response is incredibly frustrating. Just because you state that there is no such requirement in having to upgrade, doesnt mean that our experience didnt happen. In 2017, your representative, **************** told us that we HAD to upgrade from our deeded five-bedroom Bi-Annual ownership to your point system.We didnt have the money to do this upgrade but with continuous pressure from Terek and the fact that it was presented as a requirement, we felt we had no choice. ***** forced us to upgrade but he also guaranteed that if we were unable to keep this timeshare or didnt want it, all we needed to do was contact you and you would take the timeshare back. We cant keep this and we are asking you to take it back. As we explained in our IGNORED communications to you, we are experiencing MAJOR financial hardship. We have taken on added expenses, in assisting our Son with the long-term effects of COVID-19. We have drained all of our reserved funds, maxed out credit cards, and 401K loans.Between the added expenses and our monthly living expenses, this timeshare is an unnecessary added burden. It is especially burdensome considering the circumstances that put us in this situation, to begin with. Not only has he apparently lied about the requirement to upgrade and the option to return it,but he lied to us about the way we could use the timeshare. We tried to use the upgrade as ***** described however, we learned we would have to pay even more money to use it as he promised. We also found the accommodations to be outdated and in need of maintenance. We shouldnt have to pay you another ***** to give you back this ownership. You should be giving us our money back! Please send the details of the possible settlement option be we urge you to please do the right thing in this situation. Please allow us to give this ownership back to you without having to pay for Tereks actions.
Regards,
*******************
Business Response
Date: 04/18/2024
We have nothing more to add to what we have already stated.
Initial Complaint
Date:02/16/2024
Type:Sales and Advertising 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 contacted Elite Resort Group back in November, asking if they would release us from our timeshare ownership. We have been long-standing customers with them and have met all of our financial obligations from them. When we purchased this ownership, we were told that Elite Resort would take our Vacation Villages Timeshare in exchange, however that turned out to be false. ***************************** explained to us that Elite would take our timeshare and sell it in order for us to buy the points with Elite. So we were lied to and got stuck with two timeshares. We were treated unfairly. Elite responded to us and advised we would need to pay them $1500 to GIVE back the ownership to them. We asked for them to consider waiving this fee because of our circumstances and we have not heard back from them since. We are not benefitting from the ownership but feel that it is unfair to be ignored and charged a fee when their lies has costed us an exorbitant amount.
Business Response
Date: 03/05/2024
The $1,500.00 the complainant refers to is the cost for the Association to accept the transfer of their timeshare. ERG does not accept the transfer of the timeshare interest but rather the Association that manages the timeshare resort does. **************** has a policy of charging a $1,500.00 fee in instance where they accept the transfer to compensate for the costs involved in the transaction. ERG does not receive any of the $1,500.00 and it not a charge by ERG.
Customer Answer
Date: 03/11/2024
More Information...Elite Resort Group/BBB,
We are following up with you regarding BBB complaint ID ********. We are rejecting your response in hopes that you can start communicating with us directly again. We filed this complaint because we made multiple attempts at the end of last year and tried again this year and our communications were overlooked or ignored. We wanted to discuss the $1500 fee with you because we felt that it was an unfair ask. We appreciate you taking the time to explain what the fee is for but we are not satisfied with the lack of response and assistance we have received.
As mentioned in our communications, we are long-standing customers and have faithfully fulfilled every financial obligations to this ownership over the years. We have already paid thousands of dollars in maintenance fees and other costs associated with ownership.
We have done this, despite ERG not living up to its promises made to us. When we originally purchased this, ***************************** explained to us that ERG would take our Vacation Villages timeshare and sell it in order for us to buy the ****** points with your company. That never happened. We ended up stuck with two timeshares. We felt that this was deceiving and a shady business tactic to convince us to purchase.
We no longer have a desire to travel and the financial impact that this ownership has on us isnt something we can maintain. We are asking for ERG, the association, or whoever we need to be in touch with, to work with us and make an exception to charging us a $1500 fee to give this timeshare back to you. Please work with us on this.
Business Response
Date: 03/12/2024
Unfortunately, the $1,500.00 fee is not anything that ERG can negotiate as it is set by our client Association. With respect to any issues with the Complainants purchase, that is nothing that ERG was involved with and we cannot comment in any way on that issue. Again, ERGs only role here is to assist the Complainant in transferring the timeshare interest to the Association.
Initial Complaint
Date:02/07/2024
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.
In November, we submitted a request to Elite Resort Group for the cancellation of our timeshare contract. Despite multiple follow-**** we have received no clear communication regarding the status of our request or any indication of when we can expect a resolution. This lack of transparency has caused significant stress and uncertainty.We entered into this contract with the understanding that Elite Resort Group would maintain open and honest communication with us. However, their unresponsiveness directly violates this understanding and has severely undermined our trust in their services. The automated response to ***************** said wed have a response in 6-8 weeks, and the emails weve sent to the Reception Team have gone unanswered.We understand that contract cancellations may take time to process, but the complete absence of communication from Elite Resort Group is unacceptable. We kindly ask the Better Business Bureau to intervene to resolve it promptly and fairly.
Business Response
Date: 02/21/2024

Regarding the cancellation of the membership, that will not be possible because there is unpaid loan balance for the purchase of the membership. We apologize for the elapsed time but there has been some turnover in that position.
Customer Answer
Date: 02/21/2024
Complaint: 21255742
I am rejecting this response because:
We will need to work out some sort of arrangement because we're not paying $12,000 to cancel our timeshare. That's absurd. We were supposed to be able to sell this when we upgraded to Palmera, and have made no headway on that. We're not handing over any money to a company that has lied to and mistreated us. If $12,000 is what you think the membership is worth, us giving it back for you to resell at a profit is more than fair. It took six months and a BBB complaint to get someone to answer us. Hardly $12,000 customer service. You can cancel the contract. Thank you.
Regards,
*****************************
Business Response
Date: 02/23/2024
Unfortunately, We are unable to comply with your request.
Customer Answer
Date: 02/23/2024
Complaint: 21255742
I am rejecting this response because
This isn't a request, it's a demand. Your company took advantage of us and is now extorting ** for money. Figure something out because that's your job. These complaints will keep coming in.
Regards,
*****************************

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Elite Resort Group is NOT a BBB Accredited Business.