Complaints

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

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• 

  Elite Resort Group

  852 William Hilton Pkwy Ste 1A Hilton Head Island, SC 29928-3423

• 

  Elite Resort Group

  13 Barcelona Rd. Hilton Head Island, SC 29928

• 

  Elite Resort Group

  12 Valencia Rd Hilton Head Island, SC 29928

• 

  Elite Resort Group

  PO Box 5310 Hilton Head, SC 29938

• 

  Elite Resort Group

  1 Coggins Point Rd Hilton Head Island, SC 29928

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:01/30/2024

  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.

  I am reaching out in hopes to get this company to respond. I tried contacting them multiple times and it has been months since they have responded to us. I feel that we have been misled and deceived by this company and the fact they are not responding to my concerns is frustrating. I was told that they would sell my existing Westgate timeshare and within 3-6 months, that would pay our purchase off and likely even have a refund. I was adamant that we did not wish to have a second timeshare and only agreed to this purchase, based on the fact that they were going to sell the other one. I never received any information regarding the sale and at this point believe that they are ignoring me and refusing to make things right. At this point, I want to cut ties completely with Elite Resort Group. They have failed to follow through on what they said they would. Since they did not fulfill their promises, I would like to have our ownership voided and our money refunded.

• Initial Complaint

  Date:01/26/2024

  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.

  In December we reached out to Elite Resort Groups property team via email to express our interest in an option to cancel our timeshare account that was previously mentioned to ** by ************* We were told that we could relinquish our timeshare and we just needed to reach out to the property team to get it started. We reached out to Elite Resort Group to proceed with this offer and even apologized for any confusion we may have caused due to our mix up when completing payment for filing the deed of the timeshare mortgage.We havent received any response from Elite Resort Group so weve been unable to resolve this or move forward with canceling our timeshare. This lack of communication and disregard for their customers is really concerning to us,and brings us back to the multiple issues weve had with their company that led us to ask for this cancellation in the first place. We are simply trying to close our account and return the deed as previously discussed with ************* Were stuck in this frustrating situation due to Elite Resort Group's unresponsiveness and we dont want this to be dragged out any longer.

• Initial Complaint

  Date:01/11/2024

  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 got a voicemail from Terek at Palmara with Elite Resort Group saying our timeshare account was near foreclosure. Before we could call back, they took it upon themselves to deduct a payment from our account without our consent to avoid termination. When we spoke to *****, we informed him of our extreme dissatisfaction of the product and the deception we felt was portrayed when we signed up for an additional **** points. We were never made aware that the additional points would increase our payments especially by $7000. It was our understanding that they were being given to us as a perk. After discovering our misinformed state, we promptly requested a complete cancellation of the account. However, the ********************** has chosen to remain silent, leaving us in a state of uncertainty. Seeking resolution, we reached out to the corporate office at ERG, only to be presented with an exorbitant price tag of $10,000 for cancellation. In November, we sent an email explaining the misrepresentations and requested a waiver or reduction of this fee, but we have yet to receive a response. It is worth noting that we had already settled our previous ownership, making it perplexing to be billed an additional $10,000 for a mere **** points, which were never implied to result in a fee increase in the first place. Terek was unaware of our desire to cancel or our dissatisfaction, despite multiple emails sent to Palmera and ERG. Initially, ***** claimed cancellation was impossible, but when we mentioned an unreasonable $10,000 exit offer, he seemed surprised, adding to our frustration. After months of dealing with this, ***** had no clue about our unhappiness or the cancellation option. After we spoke with him, we requested a refund of $445.28 for the unauthorized charge. He claimed it was taken out to prevent foreclosure, but wouldn't that close the account? Why would they withdraw money without permission? And why would they do so to avoid canceling the account, which is our goal?

• Initial Complaint

  Date:11/13/2023

  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.

  We were subjected to Elite Resort Groups unethical business practices and are, frankly, fed up. Weve made multiple attempts to communicate with them, including letters and emails, and we have been met with complete silence. The following issues and complaints were shared with their company in our previous communications, and their refusal to even acknowledge it but still expect money from us is UNACCEPTABLE. Our initial contact with them was a high-pressure sales presentation that was meant to last only ONE hour but extended to more than three hours. They took advantage of us having our young children with us, knowing it would apply additional pressure on us to purchase the timeshare. Our children were uncomfortable, we felt cornered, and the sales staff knew exactly what they were doing. Wearing us down as parents in front of our own kids and making something sound way better than it is so we either buy in or disappoint our children is very shady salesmanship. Then once we became owners, we faced difficulties in booking vacations due to issues with availability. They convinced us to upgrade our membership, assuring us that it would solve our problems. And as they made it sound, that was really the only solution because its not like we had any way out of our original ownership. So we caved to try and make the best of it. However, it only served to increase our debt and did nothing to improve our experience. The promised fixes were nowhere to be found. That is why were demanding a full refund for the recent upgrade, and we insist on the termination of our account and all obligations to Elite Resort Group. This company's lack of responsiveness and blatant disregard for the concerns of their customers is unacceptable. We believe weve been victims of a scam and the silence on their end is proving our belief to be true.

  Business Response

  Date: 11/29/2023

  Palmera memberships are rights to use based upon availability, and that is disclosed throughout the documents signed by incoming members.  Members need to understand that their reservation rights are commensurate with the amount of points in their membership, and that they may not always be entitled to make any or every reservation.  As to the pressures in the sales presentation, irrespective of any such pressures, the contract documents clearly state the right to rescind the agreement, and Complainants could have easily rescinded the agreement once away from any such pressures.

• Initial Complaint

  Date:11/01/2023

  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.

  Ive waited since August 2 for some information from Elite Resort Group that I will now request here. The timeshare that I purchased from your company and was fooled into an upgrade in 2019 has caused a great deal of frustration, to say the least. Since the time of my purchase, I have been unable to schedule a single visit, rendering the entire investment a complete waste.Not only that, but the loss of revenue since my retirement has created significant financial hardship for my family, and the skyrocketing maintenance fees have only added insult to injury. I was explicitly told by the sales agent that these fees would not increase, and yet they have continued to rise without any justification or warning. The overall experience has left me feeling cheated and taken advantage of. As a loyal customer, I expected more from a company like Palmera. But now, I am fed up with the entire ordeal and simply want to put an end to this enigma of a timeshare once and for all. I am formally requesting that you work with me to terminate this contract and release me from any further obligations associated with it. I am willing to work with you to find a mutually acceptable solution to this problem, but I will no longer tolerate being taken advantage of by your company.

  Business Response

  Date: 11/16/2023

  The Popes have owned with our companies since 2009. Our records do not reflect any issues from them regarding usage until recently,when apparently issues have arisen that make fulfilling their financial obligations for their membership difficult.  ******* has no obligation to work with any member to absolve the member of their contractual obligations,particularly where the member is significantly in default on payments. While it is unfortunate that the Popes no longer desire and presumably not afford the membership theyve contracted for, that creates no obligation on behalf of ******* to allow their membership to be surrendered.  Any allegations of any fraudulent conduct on behalf of ******* are denied.

• Initial Complaint

  Date:10/31/2023

  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.

  I would like to bring to your attention the treatment from Elite Resort Group regarding their lack of follow-up and denial without any explanation regarding my request to terminate my timeshare agreement. I am deeply frustrated with their unresponsiveness and lack of transparency throughout this entire process.Firstly, let me state clearly that I no longer wish to be associated with Elite Resort Group or their timeshare program. However, despite multiple attempts to communicate my intention to terminate the agreement, I have been met with nothing but silence and disregard.It is disappointing that a company which demonstrates such efficiency in sending out billing statements can be so dismissive when it comes to addressing their members' concerns and issues. The lack of communication from Elite Resort Group is not only unprofessional but also disrespectful to their customers who have invested their time, money, and trust into their services.I have diligently reached out to Elite Resort Group through various channels, including phone calls and emails, hoping to resolve this matter amicably. Yet, my efforts have been met with indifference and an astonishing absence of response. It is deeply concerning that they can so easily ignore their obligations to their customers, leaving them in a state of uncertainty and frustration.All I desire at this point is to cut ties with this timeshare company and put an end to this distressing matter. I believe it is within my rights as a consumer to terminate the agreement, especially considering the lack of benefits, poor customer service, and the conspicuous absence of any explanation for the denial of my request.I urge the Better Business Bureau to intervene in this matter and hold Elite Resort Group accountable for their lack of follow-up, dismissive behavior, and failure to provide a satisfactory resolution. I implore you to investigate this issue thoroughly, ensuring that Elite Resort Group adheres to the principles of fair business practices and transparency.I appreciate your attention to this matter and eagerly await a prompt resolution to this distressing situation. Please do not hesitate to contact me if any further information is required.

  Business Response

  Date: 11/03/2023

  Elite Resort Group, **** (ERG) is the management company for *********************, with whom ************ has a membership.  ERG has not role in allowing a member of ********************* to cancel their membership.  We are aware that ************ requested that his membership be cancelled, but that request was denied due to his having a loan for the membership.  There is nothing ERG can do with regard to this complaint. 

  Customer Answer

  Date: 11/14/2023

  I never received notice that they had replied to my complaint. I will be responding regarding their response. Do not close complaint at this time.

  Customer Answer

  Date: 11/20/2023

  Dear ERG,
  Your response to my complaint has left me astounded. How can you dismiss a dissatisfied timeshare owner's plea for help with such nonchalance? Your lack of empathy and responsibility is truly disappointing.
  Let's address your points, one by one. You claim that ERG, as the management company, has no role in allowing members of ********************* to cancel their membership. Well, let me remind you that as the face of the club, it is your duty to listen to your members' concerns and find solutions. Simply passing the buck to someone else does not absolve you of your responsibility.
  Now, regarding my request to cancel my membership, you deny it because of my outstanding loan. Are you seriously suggesting that a member should remain trapped in an unsatisfactory arrangement just because they have a loan? This is both absurd and unfair. It seems like ERG prioritizes financial gain over the happiness and well-being of its members.
  You claim that there is nothing ERG can do in response to this complaint. Really? Is that how you value your customers? Your response reeks of indifference and a complete disregard for the concerns of your members. This is simply unacceptable.
  I turned to ERG for assistance, hoping to find a resolution to this problem. Instead, I was met with cold-hearted bureaucratic responses. It's no wonder why I feel frustrated and dissatisfied with your company.
  ERG, your owners are the lifeblood of your business, and it is your duty to provide them with exceptional service. Your dismissive and unhelpful response only serves to undermine your reputation and alienate your customer base.
  I urge you to reconsider your stance and take my concerns seriously. It's time for ERG to step up and fulfill its responsibilities as a management company.
  Sincerely,
  *******************
  P.S. Remember, a dissatisfied customer can quickly become a vocal critic, damaging your brand's reputation. Don't let that happen. Act now!

  Business Response

  Date: 11/21/2023

  We have nothing more to add to what has already been explained.

   

  Management.

  Customer Answer

  Date: 11/22/2023

  [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: 20801387

  I am rejecting this response because: there is no resolution to the problem. I have suggested a resolution and they are only wanting money as a resolution. I will tell them like I told my ex wife. If I had a money tree, I wouldn't have enough f0r money to fertilize it. Only resolution will be termination of timeshare that was presented as property ownership. I am reposting the the last response I posted, so they may actually read it this time. 

  Dear ERG,
  Your response to my complaint has left me astounded. How can you dismiss a dissatisfied timeshare owner's plea for help with such nonchalance? Your lack of empathy and responsibility is truly disappointing.
  Let's address your points, one by one. You claim that ERG, as the management company, has no role in allowing members of ********************* to cancel their membership. Well, let me remind you that as the face of the club, it is your duty to listen to your members' concerns and find solutions. Simply passing the buck to someone else does not absolve you of your responsibility.
  Now, regarding my request to cancel my membership, you deny it because of my outstanding loan. Are you seriously suggesting that a member should remain trapped in an unsatisfactory arrangement just because they have a loan? This is both absurd and unfair. It seems like ERG prioritizes financial gain over the happiness and well-being of its members.
  You claim that there is nothing ERG can do in response to this complaint. Really? Is that how you value your customers? Your response reeks of indifference and a complete disregard for the concerns of your members. This is simply unacceptable.
  I turned to ERG for assistance, hoping to find a resolution to this problem. Instead, I was met with cold-hearted bureaucratic responses. It's no wonder why I feel frustrated and dissatisfied with your company.
  ERG, your owners are the lifeblood of your business, and it is your duty to provide them with exceptional service. Your dismissive and unhelpful response only serves to undermine your reputation and alienate your customer base.
  I urge you to reconsider your stance and take my concerns seriously. It's time for ERG to step up and fulfill its responsibilities as a management company.
  Sincerely,
  *******************
  P.S. Remember, a dissatisfied customer can quickly become a vocal critic, damaging your brand's reputation. Don't let that happen. Act now!

  Regards,

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

  Business Response

  Date: 11/29/2023

  We have nothing more to add.

• Initial Complaint

  Date:09/20/2023

  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.

  I need to voice my frustration and anger with this timeshare company. The misrepresentations made during the sales pitch completely contradicted the contract we signed. It's a scam! I wish I had slowed down and put more thought into it before signing the purchase order. But that's exactly what the sales objective is: to lure you in with a dream and then close the deal. As an 80-year-old retired preacher, I'm not the best at detecting sales techniques. The people we started with changed to a single lady, who went through the benefits of ownership in the resort and the "other resorts" we could vacation in all over the world. We didn't find out the price until the end and by that time we were already "owners". The sales team changed several times during the pitch with the closer at the end. The main sales person assured us she had enough new people coming in that the monthly fee would never be a problem for us, she could cover it for us. Needless to say that was a simple lie, the monthly fee continues to rise, plus the monthly cost of ownership. We were led to believe we were buying a piece of real estate, but now we find out we can't even sell it until it's paid off by us. That sounds fishy to me! It's such a huge financial burden, especially since our income is limited to social security and a small retirement.The cost of living keeps increasing and we're left with the decision to buy medicine (My wife has cancer and I have been forced to retire to care for her) and food or pay for this piece of real estate we don't even have the right to sell. It's unfair and we feel victimized by this misrepresentation of the truth.

• Initial Complaint

  Date:09/12/2023

  Type:Delivery 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.

  Our contract since 2008 has provided one free bonus week every three years. This year is our bonus week year (last one was 2020) and Elite Resort Group has continued to defer us to a number of other phone numbers to schedule this week for 8 months.
  
  We believe their intention is now not to give us our bonus week this year by making it impossible to schedule.

  Customer Answer

  Date: 09/12/2023

  Proof of contract for developer bonus week attached - every three years. No problem booking this free week until 2023

  Business Response

  Date: 09/26/2023

  “ERG has been advised that this program has been
  discontinued by ***** ******* since that company is no longer actively
  operating."

  Customer Answer

  Date: 09/26/2023

  [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,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:09/11/2023

  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.

  Due to Elite Resort Group's lack of response, we have no choice but to file a BBB complaint. We've were set up to wait 6-8 weeks for an opportunity to speak to someone about cancelling our timeshare, but it has been four months since our first email and still no response. Weve contacted reception to get an update, and **** responded to send an email to the property instead, which we had already done so. She was not helpful nor did she even read our message which included questions she would have been able to help with. As seniors with health issues,we can't keep paying for the increasing maintenance fees. It's a constant source of stress for us and we've never even used it. We feel like we've been robbed and deceived by this company.They misrepresented themselves and scammed us into this financial burden we can no longer afford. Clearly, better vacation alternatives are available to us with senior discounts, and we no longer see any benefit from owning the timeshare. We hope that by filing a complaint, we can finally get the help we deserve.

  Business Response

  Date: 09/12/2023

  Elite Resort Group will present the request of ***************** to transfer his timeshare unit to the Island Links ********************************** makes all decisions regarding whether to accept the transfer of any timeshare interest. Elite Resort Group has no role other than providing the request.   Once a decision is made, ****************** will be notified. 

   

  Management

• Initial Complaint

  Date:08/21/2023

  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.

  We found an on-line offer for a 5-day stay in two hotels with continental breakfast for $425 in ****** ***** *** We were required to attend a presentation about vacation ownership in return for the offer. We booked our vacation and arrived in ****** **** in August 2015. We were told we would not receive any of the gifts we had been promised if we left the meeting early. Manager told us we were being given extra points and a coupon for a free vacation. We were told our family and friends could use our points and weeks. Price was decreased, and the deposit was decreased to less than $1,000 so finally agreed to buy the timeshare because we were convinced we were investing in vacation ownership. We were told we were buying a deeded property which we would one day own, and which was an asset for our children. We felt rushed through closing as we were the last people there and the employees were leaving for the day. We did not receive a copy of all the documents we signed and some came later. In January 2016, we attempted to book a vacation at our home resort, ***** *****, and were told nothing was available from May to September.We then tried to book a vacation using ***. Although the *** book of worldwide resorts was very large, we were unsuccessful in booking a vacation.We contacted the Company to express our frustration and to get help with reservations.Eventually, we learned we were required to pay annual fees to the external exchange company to use the points we believed we had bought outright.We attempted to contact the salesman for clarification and help. Our calls went unanswered. We contacted the finance company for a payoff amount and for help in understanding what we were paying for. The finance company referred us back to the *****. They offered no assistance and did not answer our questions. We have not used our timeshare since we bought it. We have experienced financial difficulty because of death in our family and serious personal illness

  Business Response

  Date: 08/21/2023

  “Without referring to any of the allegations contained
  in the complaint, the Complainants were defaulted by the ***** ***** ****** ************ **** on December 21, 2022 for failure to make required maintenance
  payments.  Therefore, the Complainants have no further obligation to pay
  any amounts regarding their previous timeshare interest, which would seem to be
  what they are requesting.”

   

  Management.

  Customer Answer

  Date: 08/21/2023

  
  
  

  [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 would like for ***** ***** ****** ************ **** to please confirm that my timeshare contract was cancelled as well as all financial obligations to the resort.

  
  

  Regards,

  
  

  ******* ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/21/2023

  We have nothing more to add to this complaint.

   

  Management.