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

  PO Box 5310 Hilton Head, SC 29938

• 

  Elite Resort Group

  1 Coggins Point Rd Hilton Head Island, SC 29928

• 

  Elite Resort Group

  66 Pope Ave 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:08/10/2023

  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.

  We initiated our request for cancellation by submitting a letter to the Board of Directors of Elite Resort Group in early May as per their stated procedures. However, we have received no acknowledgment or response to our request since our submission. This lack of communication is unprofessional and deeply concerning.
  
  We have made numerous attempts to reach out to the Elite Resort Group, but all these efforts have been met with silence. The company's negligent approach towards customer service has left us feeling ignored and disrespected.
  
  We purchased our timeshare in good faith, believing in the promises made by the Elite Resort Group. They promised to get rid of our other timeshare if we bought with them, and that promise was not followed. This was the least they could do considering this fact. Their current inactions are causing us significant stress and financial strain.
  
  We request the intervention of the Better Business Bureau in this matter. We hope your involvement will prompt the Elite Resort Group to acknowledge our request and take the necessary steps to cancel our timeshare contract.

  Business Response

  Date: 08/22/2023

  The Complainant’s request to return their membership cannot
  be granted because they have a loan balance for the purchase of the
  membership.  The decision to accept the transfer of a membership is
  considered by the ******* ******** **** Member’s Association, but in the instance
  where there is a outstanding loan, that circumstance prevents the Association
  from that consideration.  We apologize that this was not clearly
  communicated sooner.

   

  Management

  Customer Answer

  Date: 08/24/2023

  
  
  

  [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:

  We're not paying $18,000 to make this convenient for you. What makes you think you get a reward for lying to us? You promised that you'd get us out of our other timeshare and then immediately turned around and backed out of that promise once we were under your thumb. We know we're not the only ones you've done this to because there are more complaints on your BBB complaints and reviews saying the same thing. We'd sooner pay someone claiming they were a deposed Nigerian prince on the internet than pay the scammers at Elite Resort Group anything! 

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/31/2023

  We have nothing more to add to this complaint.

   

  Management.

  Customer Answer

  Date: 09/04/2023

  
  
  

  [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:

  You're not allowed to do that. You can't just disregard us and keep us in this kind of debt because you think you've got us backed into a corner. There are so many unhappy customers that have written similar complaints, and we don't consider this an $18,000 service you're providing us. 

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/19/2024

  We are pleased to share a mutual agreement has been made. 

• Initial Complaint

  Date:08/10/2023

  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.

  Over the past five years, my family and I have been subjected to a series of unfortunate and devastating events. Five years ago, a tree fell on our house, causing severe damage to the downstairs area and totaling our car. The following year, our property was hit by a tornado, necessitating a three-quarter rebuild of our home. The reconstruction of our home was poorly executed, leaving us to finish the job ourselves. The same year, we all contracted COVID-19, resulting in several months of lost work. Our son was severely burned and required four skin graft treatments, resulting in a two-month stay at a burn center. Tragically, we lost our son last Easter while he was asleep. Shortly after this unbearable tragedy, we also lost my brother-in-law and sister. My wife is currently in grief counseling, a significant expense not covered by insurance. I am also a disabled veteran. Despite detailing these hardships to the ******* ******** **** Board of Directors and explaining that we can no longer afford a timeshare, our request for an exit from our timeshare was callously denied. This response is lacking in empathy and places an unjust financial burden on us during a time of significant personal loss and hardship. We have diligently tried to resolve this issue directly with ******* ******** ****, but our efforts have been fruitless. Given the severity of our situation, we are seeking intervention to ensure that our consumer rights are protected and that we are treated fairly.

  Business Response

  Date: 08/22/2023

  While the circumstances described are unfortunate, there is
  simply no legal obligation for ******* ******** **** to accept the termination
  of this membership.  

   

  Management.

  Customer Answer

  Date: 08/23/2023

  
  
  

  [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:

  What an entirely heartless answer that is; how could you say that? Do you truly place your precious timeshare above our struggle to cope with the devastating loss of our YOUNG CHILD? Does helping a disabled veteran mean nothing to you? You may shield yourself behind the facade of 'lack of legal obligations,' but what happened to basic human ethics? Are you proud of the answer you gave? Do you sleep well at night knowing human decency doesn’t apply to you?
  
  You should be genuinely ashamed of yourself, and we hope you never have to experience half the pain we’ve gone through, even though we’re not “legally obligated” to. We do hope that any prospective timeshare owner reads this before signing a contract so they know what pieces of work you are.

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/31/2023

  We have nothing more to add to this case.

   

  Management.

  Customer Answer

  Date: 09/01/2023

  
  
  

  [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:

  What a disgusting response, how dare you? How are you still allowed to be in business with how little you actually care about customer service? We beg the BBB to investigate Elite Resort Group for consumer abuse and anything else happening behind the scenes because there's no way they should be allowed to run a business! We pray a FRACTION of what's happened to us happens to you or someone you love. It's obvious that we're the only ones that have that sentiment. 

  Shame on Elite Resort Group. 

  
  

  Regards,

  
  

  ****** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/22/2024

  Elite Resort Group (ERG) is the management company for Palmera Vacation Club.  ERG has no role in anything having to do with membership sales.    While we are extremely empathetic regarding Mr. ******* circumstances,  regarding the affordability and financial hardship, that is an issue solely for the complainants and their situation, and no company is ever responsible for the individual financial decisions of its customers.

• Initial Complaint

  Date:08/07/2023

  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.

  There has been a lack of communication regarding my timeshare dispute. Despite my multiple attempts to discuss terminating my timeshare, I have either been ghosted by your Elite Resort Group or provided with delayed and ill-detailed responses.
  
  The complete lack of explanation as to why Elite Resort Group will not allow owners to surrender their timeshare is extremely concerning. As a timeshare owner, I have the right to seek a resolution and terminate my ownership if desired. However, the lack of responsiveness and transparency from Elite Resort Group has made it nearly impossible for me to exercise this right.
  
  I strongly desire to get out of my timeshare and expect Elite Resort Group to respond to my concerns promptly and professionally. Feeling ignored and left in the dark regarding such an important matter is disheartening.
  
  I wish Elite Resort Group would take our complaint seriously and address it promptly. As an owner, I deserve clear communication and assistance in resolving this dispute. I expect Elite Resort Group to uphold its responsibilities and provide a satisfactory solution, whether it be through the termination of my timeshare or a fair resolution that meets both parties' needs.

  Business Response

  Date: 08/08/2023

  “Elite Resort Group, Inc. has nothing to do with
  the surrender of your membership.  The decision as to whether to accept
  the transfer of your interest in ******* ******** **** is a decision of the
  ******* ******** **** Member’s Association and given that you currently have a
  loan secured by your interest, the Association will not allow any
  transfer.  Contrary to your assertion, there is no “right” to terminate
  your membership.”

  Sincerely,

  Management

  Customer Answer

  Date: 08/20/2023

  Hello,

   This issue has not been resolved and I would like to reopen my complaint.

  Thank you

• Initial Complaint

  Date:08/01/2023

  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.

  I am beyond outraged at Elite Resort Group and ******* for ignoring my attempts to exit my
  ownership. After being promised by ****** ***** and ******* ********* that I would be out of all
  timeshares within a year, I was coerced into consolidating my ***** ***** timeshare with
  ******* under the false pretense that it would expedite the sale. Now, after discovering the
  deceitful tactics used to manipulate me, I am attempting to leave this ownership. I sent a
  certified letter in April requesting information on how to do so, but have been completely ignored
  even though it was signed for proving the company received it. As a consumer and a retired
  military member, I feel taken advantage of and mistreated. Elite Resort Group and *******
  must be held accountable for their dishonest business practices.

  Business Response

  Date: 08/09/2023

  "In
  review of the recent submission by *** and **** *********, in their request to
  "sell" their Membership back to ******* ******** ****, their
  inquiry has not been ignored, yet addressed, in five of eight, prior
  conversations held with *** *********. 
  
  Our records
  show that The *********s became ******* Members on August 6th, 2018. On October
  30th, 2019, *** ********* contacted the Customer Service Department to inquire
  about selling back to the company and was informed that ******* does not
  "buy" back Memberships. Three months later, January 23, 2020, in
  conversation, with a ******* Sales Manager, *** ********* shared that he had,
  personally, arranged for his Membership to be listed for resale with an outside
  company.
  
  Over the
  course of the next few months, while the Member would call in with general
  questions, it is documented that his request to, once again, sell back on
  October 20th, 2020, was responded to accordingly, again in explanation,
  that *******, does not purchase memberships from ******* Members." 

  Customer Answer

  Date: 08/14/2023

  
  
  

  [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:  To sell the timeshare back was what their counselor stated would be the only way to get ******* to take the timeshare back.  The counselor, ****** ***** recommended this when I originally asked to get rid of the ***** ***** timeshare which is written into the contract with ******.  I would not have entered into another contract if it was another way to get rid of the ***** ***** timeshare.  That was very misleading by ****** *****.
  

  
  

  Regards,

  
  

  ****** & ******** *********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/14/2023

  We have nothing more to add to this case, that has not already been said.  

   

  Management.

  Customer Answer

  Date: 08/22/2023

  
  
  

  [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: ********

  
  

  I am rejecting this response because:  I in good faith contacted them on cancelling the original timeshare with ***** *****.  I was informed there was a way and I had to travel to ****** **** to get it cancelled.  I traveled to ****** **** to resolve this issue and was informed in order to cancel the contract with ***** ***** I had to join *******.  This was a lie.  I was told I only had to carry this for one year.  This was also a lie.  I am requesting this to stop.  I have never used this time share nor did I use the ***** *****.  I explained this to ** ****** ***** and it was used to wrangle us into the ******* time share.  I hope by filing this complaint it will let the upper management of ******* know of the deplorable tactics being used by their counselors.  My wife and I are so disappointed in this whole transaction.  We want out of this as soon as possible.
  

  
  

  Regards,

  
  

  ****** & ******** *********

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:07/28/2023

  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.

  Is it normal for a business to ignore a customer for 4 months when the customer reaches out but
  when the business reaches out for a payment, the customer MUST comply? Well this is how we
  are being treated by ******* and Elite Resort Group. I sent an email in March simply asking if
  there was someone we could talk to about our ownership problems to see if we could cancel
  and heard nothing but DID receive TWO past due notices. I sent another email May with the
  same request and received an automated response stating it would take 6 - 8 weeks to receive
  a response! To my surprise I did actually get a response but given the timeframe I assume it
  was to my original email I sent in March. The response was as follows, “We are in receipt of
  your recent request to surrender your vacation club interest in ******* ******** ****. We have
  presented your request to the Board of Directors of ******* ******** **** who are responsible
  for these decisions. Unfortunately, the Board has not approved your request.” I sent another
  email in response the same week asking what exactly was presented to the board because my
  request was to speak to someone.. Does this mean they denied me the right to speak with
  someone? They are going to harass me to purchase, lie to me about the benefits, threaten me
  to make payments, ignore me when I ask for help, and deny me the basic customer service right
  to SPEAK TO SOMEONE?? I shared in my email that there were falsifications of their product
  advertised that I needed to discuss with leadership and, again, they ignore me. Is this legal?
  Has anyone else encountered this with ******* and Elite Resort Group?

  Business Response

  Date: 08/24/2023

  *** and **** ******* have been ******* ******** Members since 2017. Our records show they have used their Points for vacation purposes, spoken with their Customer Service Department regarding general assistance such as billing questions and saving points on their account through the years, and even purchased their third contract, adding more points to their Membership, as recent as May of 2022.
  
  The Members, opted to cease the payments on both their loan and membership dues in March of this year, which put them in a Collection Status.  After weeks of numerous attempts by Payment Specialists from Elite Resort Group, *** and **** ******* did send a request, for consideration, to "Surrender their Membership", but of course was denied, due to the balance of their loan and the payments that are in arrears. They were notified of the denied request on 5/18/23.
  
  Furthermore, since the correspondence in May, many attempts to reach The Members went exhausted and unanswered until mid- July when *** ******* responded to a call with affordability issues, which is unfortunately not grounds for a cancellation of their contracts.
  
  On August 17th, *** ******* sent an email to Elite Resorts Group stating that he had filed a complaint with the Better Business Bureau in still trying to achieve a cancellation, despite the offers to resolve their past due balances and that they were alerting the company that they would not be returning any calls or emails sent to them regarding their account. The Elite Resort Group Representative replied with providing them with the correct number to contract ******* ******** **** Customer Service Department, and to date ******* has not be contacted.
  

  
  

• Initial Complaint

  Date:07/27/2023

  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’ve been having a terrible and exhausting experience just trying to deal with this company so I can put this timeshare mess behind me and they DO NOT make it easy. But they sure make it seem like it’s going to be easy and breezy when they first pressure you to sign up!!! Due to my own health issues I have a lot of difficulty with some things, and one of those has been staying on top of this timeshare company to make sure they cancel my account like I asked. I haven’t even heard back from them nor gotten any follow up! They care about one thing and one thing only and its money. They could care less if they sold someone a bunch of lies and it causes them financial problems. This kind of business practice should not be allowed and I think others should know about it. I’ve given them PLENTY of time to cancel my timeshare like I asked in the first place.

  Business Response

  Date: 08/07/2023

   “The decision to accept the transfer of ***
  ******* timeshare interest is a decision of the ***** ***** Owner’s
  Association, Inc. and not Elite Resort Group.  The Association has agreed
  to accept the transfer if *** ***** will pay the Association’s transition fee
  of $1,500.00.  This has all been communicated to *** ***** via email on
  June 1, 2023.  We are waiting for him to advise whether he wants to move
  forward.” 

   

  Management 

• Initial Complaint

  Date:07/25/2023

  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.

  On June 21, Elite emailed us a stock response after we sent a few emails with some concerns of ours based on our experience of this timeshare ownership as a whole. We’ve waited over two months for their response and no effort was placed into responding to our emails. Instead they simply told us if we wanted to exit our timeshare, we had to pay $1500. We sent an email shortly after to ask that the exit fee of $1500 be dropped to $0. We are both retired military senior citizens and disabled on a fixed income who have not used this but two times since 2010. We have paid it off and the dues whenever they came time to pay despite our challenges with finances, this timeshare availability, and our inability to travel due to our health declining. They have gotten their money’s worth out of us considering our usage history. We asked they waive the fee and consider it not only a military/ senior discount, but rectifying the wrongs we’ve faced when speaking to their sales team who implied they would buy this back from us, not that we had to buy our way out. We asked to speak to a supervisor as well and one never reached out. The lack of attention after paying this company thousands of dollars is gut wrenching. Buyer beware. The $1500 exit offer expired July 21 to which we sent our email inquiry long before this date. They have yet to reach out to us again.

  Business Response

  Date: 08/10/2023

  “Elite Resort Group, Inc. (“ERG”) has reviewed the
  complaint and would state in response that the $1,500.00 fee referenced is the
  transition fee assessed by the Association for all instances where the
  ownership of a timeshare unit is transferred regardless of circumstance. 
  That fee is not established by ERG and cannot be waived by ERG.  As for
  the timing of acceptance of the offer reference below, we will extend the date
  for the offer to be accepted by the ***** until August 31,2023.” 

  Management.

  Customer Answer

  Date: 08/14/2023

  
  
  

  [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:

   

  We feel it is only fit that Elite Resort Group covers the cost of the $1500 fee requested. They
  stated regardless of the circumstances, it has to be paid. This is understandable, however, as
  mentioned before, we are both retired military senior citizens and disabled on a fixed income
  and have used this twice since 2010 but remained current on the bills being sent out. The
  company also did not address our request to speak to a supervisor. We have complaints
  regarding the experience itself. We are not simply wanting to cancel. There are many reasons
  behind this outside of our personal life. It is extremely difficult to use and also to book anything.
  The sales people set you up with many false expectations for how easy this will be to use and
  how often you can use it along with being able to use it anywhere at anytime. This is absolutely
  not the case but this is what we paid to get. Either contact the salesmen to cover the $1500 cost
  because they were not honest or take from the years of fees we’ve paid to cover that $1500.
  Our circumstance should not require US to pay the penalty fee. We were the victims and we’ve
  been paying for years.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/14/2023

  We have nothing more to add, to what has already been said.

   

  Management.

• Initial Complaint

  Date:07/14/2023

  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 own a timeshare with Elite Resort Group at their ***** **** resort and requested to cancel it due to my unhappiness with their product and service. Unfortunately, they denied my request after supposedly reviewing my case.
  
  When they sold me the timeshare, they misled me into believing that it was an easy and practical way to travel. They also did not explain to me the complexities of timeshare ownership, like the inability to sell or give away a timeshare. I was completely in the dark about how this timeshare would financially impact me for life. They were very aggressive in trying to get me to purchase this product and even exaggerated its benefits. My life changed drastically two months after I purchased this timeshare when my husband passed away and their company is aware of this. Since then, I have been unable to travel or use the timeshare as much as I originally intended and it has GREATLY affected me financially.
  
  I am so disappointed by Elite Resort Group's actions, and the fact that they are not willing to work with me or recognize my financial and emotional hardships and stress this has caused has been extremely disheartening. I feel misled by them and strongly believe that their sales staff was purposeful in what they did. I hope that the Better Business Bureau help me rectify this situation. Thank you for your time.

  Business Response

  Date: 07/14/2023

  The decision whether or not to accept the transfer of a
  timeshare unit a decision made by the Association that runs the resort at which
  that unit is located and not Elite Resort Group, Inc. In this case, the request
  was submitted to the Board and denied.  Again, Elite Resort Group, Inc.
  has no authority in this matter. 

   

  Management

  Business Response

  Date: 07/24/2023

  “While Elite Resort Group, Inc.  (“ERG”) appreciates the circumstances facing **** *****, the decision as to whether to accept a transfer of a timeshare interest is solely the decision of the Association managing the property at which that interest is located, in this case the ***** **** Owner’s Association.  The Association was presented with the request from **** ***** and declined to accept.  There is nothing further ERG can do.”
  
   
  
  Management.

• Initial Complaint

  Date:07/06/2023

  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.

  This complaint is regarding Elite Resort Group and their board of directors for denying our request to cancel our timeshare contract without explanation. We were sold false promises and placed into a trap of debt that has only caused us problems and hasn't made vacationing easier one bit like it was supposed to. The sales staff at Elite Resort Group led us to believe that we would be able to vacation yearly with just the points from our first purchase. When we told them of the issues we had with our timeshare ownership, they only offered us an upgrade and more points which didn't actually help alleviate any of the issues we were having. In fact, this only caused us to sink further into debt. We have reached out multiple times to Elite Resort Group, asking for help with our situation and all they do is ignore us or give excuses. We think that Elite Resort Group should take back our contract and sell it to a customer who will be more informed of the pitfalls of timeshare ownership. We are deeply frustrated and regretful of our decision to sign up with Elite Resort Group in the first place and find it terrible that they conduct business in such a dishonest way... We hope that you will help us in rectifying this situation!

  Business Response

  Date: 07/10/2023

  “Elite Resort Group, Inc. was not involved in the sale
  of membership to *** *****.  Elite Resort Group, Inc. is merely the
  management company for ******* ******** **** and is not and has never been
  involved in sales.  The Board of Directors has no legal or contractual
  obligation to accept the transfer or surrender of any membership.” 

   

  Management.

  Customer Answer

  Date: 07/17/2023

  
  
  

  [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:

   

  If Elite Resort Group is the management company for our timeshare resort, then they absolutely have responsibility here to address the wrondoings of the companies that they manage. You are making money off of our investment as well as other owners like us, and I would hope that your board has a desire to address situations like this and rectify them considering they are a DIRECT reflection of the types of businesses that you manage and profit off of. It should also speak volumes that we are finding it necessary to seek assistance from your company because we’ve been given no direction or help with our issues from ******* directly.

   

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/17/2023

  “Again, the complainant’s issues are with her purchase, and
  Elite Resort Group, Inc. has no involvement with that whatsoever.” 

   

  Management.

  Customer Answer

  Date: 07/28/2023

  I do not accept the business's response. From everything I could find on the internet, Elite Resort Group absolutely does have the authority to assist me here if they are the managing company of the resort my timeshare is with. From other people in my situation, its sounding like that’s the only place they’ve been able to get answers or assistance with their situation. That’s why I am reaching out. I have gotten NO WHERE with ******* directly. If Elite Resort Group is unable to provide me with a cancellation of this contract, then they absolutely should have the authority to encourage the company that they MANAGE to take appropriate action and make this right.

  Customer Answer

  Date: 07/28/2023

  
  
  

  [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 do not accept the business's response. From everything I could find on the internet, Elite Resort Group absolutely does have the authority to assist me here if they are the managing company of the resort my timeshare is with. From other people in my situation, its sounding like that’s the only place they’ve been able to get answers or assistance with their situation. That’s why I am reaching out. I have gotten NO WHERE with ******* directly. If Elite Resort Group is unable to provide me with a cancellation of this contract, then they absolutely should have the authority to encourage the company that they MANAGE to take appropriate action and make this right.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:07/05/2023

  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.

  Elite Resort Group’s sales staff used very deceitful methods to pressure us into purchasing a timeshare with them. We’ve tried multiple times to contact their company to resolve this situation but they have failed to respond and we feel super frustrated and helpless.
  
  
  The sales staff lied to us by claiming that the timeshare would be a good investment and would increase in value and said that it could easily be sold if we ever wanted out. We now know that all of these statements were false, and they were deliberately said just to persuade us into buying the timeshare against our better judgement.
  
  
  The maintenance fees have been increasing each year without us knowing about it beforehand. This has made our timeshare an even bigger financial burden and one that we can no longer afford. They didn’t give us all of the information necessary to make an educated decision. The services/vacation plan we purchased is no where NEAR being worth the costs associated with it and if we had been better informed beforehand then we wouldn’t be in this situation.
  
  
  We have been trying to ask that Elite Resort Group cancel our timeshare immediately and refund all payments that have been made so far. We believe their behavior has violated our consumer rights and we just want to see them take some accountability for the situation they’ve put us in and make it right.

  Business Response

  Date: 07/05/2023

  “The Elite Resort Group, Inc. (“ERG”) was not involved in the
  sale of this timeshare unit to the Complainants.  Rather, ERG is the
  management company for the Association that is charged with operating the
  resort.  So, ERG is in no way responsible for any issues regarding the sale
  of this unit. With respect to the maintenance fees, the Associations sets those
  fees pursuant to a budget of shared expenses at the resort at which the
  timeshare unit is located.  Obviously, prices of operation increase
  annually due to inflation, and while the Board of Directors of the Association
  attempts to keep the annual increases as low as possible, it is just an
  unfortunate reality that these fees will increase year over year. “

   

  Management