Business Profile

Property Management

Elite Resort Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

This business has 1 alert

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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/05/2023
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.
The following are issues that need to be address in our unit:
1. Walls were leaking water onto exposed wires.
2. No cover plate on exposed wires in a bathroom
3. No cover plate on sprinkler heads.
4. Took 4 days to repair one leak and we were without water for a period of time.
5. The garbage disposal had a bolt that was inserted into it and we almost got hurt.
6. There was a delay getting into our unit. We were not contacted or allow to get the code and the required time.
7. When we arrived items were missing from the unit and I was told I had to go and pick up items that were disposed to be delivered. They wanted me to pay a fee and then do the job.
8. We had water leaking onto exposed wires and the 24 hour hotline would not pick up the phone or return a call.
9. Had to make over 9 phones calls to get someone to the unit.
Business Response
Date: 07/11/2023
Dear *** ******,

We thank you for sharing your concerns with your recent stay. From our records the issues that were reported were addressed during and after your stay. Unfortunate things happen and cannot be controlled, however we can assure you they have been addressed.

Sincerely,

Management
Customer Answer
Date: 07/11/2023

[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:
1. This does not explain why they still have not returned my calls.
2. This does not explain on why we were not contacted during our visit.
3. This does not explain why we were denied services that we paid for during our visit.
4. This has happened on the last three visit. I would like a detailed list of what work has been completed. I am an owner and based on my contract have a right to this information.
Please call me at ************

Regards,

***** ******

Business Response
Date: 07/13/2023
*** ****** and I have spoken and come to an agreement on compensation.

Regards,

Management
Initial Complaint
Date:06/30/2023
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 emailed this company twice since March telling them to cancel this scam they sold me and didnt get a response until May! They did not even send us a response to our email. They sent us someone elses email addressed to some other owner, I assume. The response was three sentences summed up to no, the board does not approve. There was no questions asked by them, no explanation, no further contact information who might want to know WHY I asked to cancel which I simply put in my first two emails how they lied to me about basically everything to do with this just so they could get their commissions! I asked the following questions and they have still gone unanswered. Hopefully they will be addressed here.1. Who is **************? You addressed an email sent to use by the wrong name. You must be confusing us with someone else. We must ask you to present our account to the board after you speak to us to make sure they know who they are dealing with. Our names are *************************** and *********************; not *****..2. We have not explained our situation for your board to deny us so we are sure this is a mistake. Please have someone contact us to go over this. Wed like to write a letter to them for review, as well.3. Having to wait this long for a response after our initial email is a bit daunting. Can you please expedite this as we have already waited almost three months for you to mistake us for someone else.We asked for expedited customer service since we have stopped paying these crooks and they chose to ignore us completely.BUYER BEWARE! DO NOT LISTEN TO THOSE SALESMEN. They LIE through their teeth and leave you with nothing but unaffordable debt.
Business Response
Date: 07/10/2023
Our notes indicate that your request to surrender was reviewed and declined by the board. I can confirm that your request was considered.

Management
Customer Answer
Date: 08/16/2023
Please reopen this case. The company hasnt resolved anything with me.
Customer Answer
Date: 08/18/2023
[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: 20259626
I am rejecting this response because:

Please reopen this case. The company hasnt resolved anything with me.

Regards,
***************************
Business Response
Date: 08/21/2023
We have nothing more to add to this complaint that has not already been stated.

Management.
Customer Answer
Date: 09/27/2023
The business didnt answer any of our questions and they stated they confirmed the board has reviewed our request and denies. What did they review? We didnt have an opportunity to explain anything AND they addressed the denial to a different owner! All we asked was who to talk to about cancelling and we received a denial without the chance to talk to anyone.
Customer Answer
Date: 10/03/2023
[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: 20259626
I am rejecting this response because:
The business didnt answer any of our questions and they stated they confirmed the board has reviewed our request and denies. What did they review? We didnt have an opportunity to explain anything AND they addressed the denial to a different owner! All we asked was who to talk to about cancelling and we received a denial without the chance to talk to anyone.

Regards,
***************************
Business Response
Date: 10/03/2023
We have brought the request to the Board and they have rejected the request. ********* do not give reasons why they approve or reject. We have nothing more to add to this complaint.
Initial Complaint
Date:05/31/2023
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.
see Attached document
Business Response
Date: 06/01/2023
The fee reflected ($1,500.00) is the fee charged by
the Association that governs the resort at which the ***** ******** is
located. Every owner that transfers their interests to the Association is
required to pay the fee. It is not a fee charged by Elite Resort Group in
any manner.

Sincerely,

Management
Initial Complaint
Date:05/17/2023
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 writing to file a complaint against Elite Resort Group (*******). My wife and I were misled
by their sales representative, ****, when we were pushed into purchasing a timeshare with
them in 2017. We declined the initial offer of 15,000 points because it was beyond our budget.
However, **** offered us even more points for only $7,700, including a military discount. We
were assured that all we had to do was call to reserve and we would be able to enjoy the
benefits of the timeshare. Unfortunately, we later discovered that the actual rooms available
were totally unsuitable. This led me to cancel our reservation.
We were never informed that we had to roll our points over if not used, which meant that we lost
them. Every time I called to make a reservation, I was either told that nothing was available or
that I would have to pay an additional fee. All of these issues have made us extremely
dissatisfied with ******* Resorts, and we have been trying to cancel our timeshare for some
time now.
To our dismay, ******* Resorts has not responded to our correspondence in over 4 months.
We have been making payments to them this whole time, which leads me to believe that they
haven't responded to prolong the process. We have repeatedly asked for a cancellation of our
timeshare, as I have had multiple health problems and my wife is hearing impaired, making it
difficult for her to assume responsibility for this timeshare if something were to happen to me.
Despite all of this, ******* Resorts have not responded, which is unacceptable.
We request that ******* Resorts cancels our timeshare immediately and issues a full refund for
all payments made to them. We also request that they improve their communication process
and customer service to ensure that their clients are not misled in the future.
Business Response
Date: 06/05/2023
******* ******** **** has agreed to cancel this
membership and documents necessary to effectuate the transfer were sent to the
Complainant via email on February 27 of this year. We cannot move forward
until those documents are signed and returned.

Sincerely,

Management
Customer Answer
Date: 06/08/2023

[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:

This is news to me. I went back in my email to find the documents and either overlooked them, deleted them, or they were never sent. I would have assumed ******* would have called me letting me know about the cancellation agreement and followed up when they did not hear from me. I am happy to know this will be over soon. If you could be so kind and resend the documents I would greatly appreciate it. I would like to know what date you will be resending them and from which email so I can keep an eye on my inbox. I receive a lot of emails, so again, it could have been easily overlooked or accidentally deleted. My apologies.
Thank you kindly for your help,

**** and ***** ********

Regards,

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

Business Response
Date: 06/12/2023
We are resending the documents to this email address, *****************
Please advise if this is not the correct email address.

Management.
Customer Answer
Date: 06/13/2023
[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 may be satisfactory to me considering what the exit offer is. The business has my correct email address. I will reach back out if matters are not resolved.
Regards,

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

Customer Answer
Date: 07/06/2023
Complaint ID: ******** The business stated they were resending the cancellation information to me but have failed to do so to this date. I called the business and asked to be transferred to a supervisor to discuss and was denied. They would not tell me who I could expect a call from or when. They simply told me I would receive a call back after taking my information down. They have NOT resolved this complaint!
Business Response
Date: 07/07/2023
This has been sent multiple times and we asked *** ******** to check his spam mail yesterday and from what we know the information was there waiting for him.

Management.
Initial Complaint
Date:05/03/2023
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 went in person on 4/5/23 exactly 3 days after our presentation due to reading all of the complaints received on BBB to cancel our timeshare. I was assured by **** I would have my check in 6-10 days. I gave it a full 2 weeks and nothing. I then followed up with **** and he said give it a few more days. Gave it another week. Spoke to **** that said it should be any day now. Gave it a few days, ended up leaving voicemails for ******* and ****. Called again was told I needed to call another number which a lady named **** answered. States she is streamlining my message via email to the legal department. Then when I asked how long till I hear back, she said there is no time frame. Called again today to be told the same thing and she refused to provide me a number for a manager or the legal department. They owe me $215 still a month and counting after canceling
Business Response
Date: 05/09/2023
refund check was mailed on 5/5/2023. Copy of
check attached.
Customer Answer
Date: 05/10/2023
[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:05/03/2023
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 must express my deep frustration with my experience with your company. When I was offered a timeshare by your sales staff, I was subjected to high-pressure sales tactics and promised a range of benefits that turned out to be untrue. I was told I could travel anywhere at any time for a reduced rate, but this promise has turned out to be completely false. I have since discovered that I was not informed about the additional transfer and maintenance fees that have made this timeshare far more expensive than if I simply booked vacations on my own.When I did finally take a vacation through your company, the accommodations were well below standards for the amount of money I have paid into this timeshare. This has made me incredibly dissatisfied with my purchase, which has caused significant financial distress in my life.
If I had been given accurate information at the time of purchase, I would never have signed this contract. Your sales staff misled me, and someone needs to take responsibility for this. I cannot afford to continue paying into something that has caused me so much frustration and dissatisfaction. On top of all this, i cannot communicate with this company. They have not returned any of my messages and, at this point I am being completely ignored. These reasons are more than enough proof that I deserve to have my contract canceled as soon as possible.
Initial Complaint
Date:04/28/2023
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.
I am writing in response to the email we received denying our request to surrender our timeshare interest at ******* ******** ****. We are extremely frustrated and disappointed with the decision made by the Board of Directors of ******* ******** ****. We made the request to surrender our timeshare interest after careful consideration and due to financial difficulties that have made it impossible for us to continue making payments. We were hoping for a prompt and understanding response from your team, but instead, we received a generic email simply denying our request. We would appreciate it if you could provide us with more information about why our request was not approved. We deserve a detailed explanation for the rejection of our request, considering the amount of money we have invested in this timeshare interest. We would like to know what options are available to us and how we can move forward from this point. It is concerning that the Board of Directors did not take into consideration the financial difficulties that we are facing, and we feel as though we are being forced to continue making payments for a timeshare that we can no longer afford. We implore you to reconsider our request and provide us with meaningful assistance.

Sincerely,

****** & ****** ******
Business Response
Date: 05/08/2023
The decision to
accept a transfer of a timeshare unit is the sole decision of the Board and
they do not have any obligation legally or contractually to accept any
transfer, and their practice is to not provide any explanation. Elite
Resort Group does not have any role in that process.
Initial Complaint
Date:04/19/2023
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.
This company should come with a warning sign regarding its unethical sales practices. We are submitting this complaint to share our experience with Elite Resort Group. During our meeting, they offered us "play money" to spend while on vacation and promised to sell our existing timeshare within six months. ****, our salesperson, assured us that purchasing a new timeshare would be a smart investment. However, months down the line, we hadn't heard anything about selling our existing property, and we were unable to use the new one due to the ongoing pandemic. When we attempted to sell it back to Elite Resort Group, we were told that we had to pay it off first - something we were never informed of during the initial sales pitch. We had not been able to use this timeshare as it was described to us in the sales meeting. If we had known the information we know now, we would never have signed a contract with this company. It's incredibly frustrating to be misled by a company and left with a useless investment. We have reached out to this company previously, and they have not offered us one bit of assistance. We deserve to be released from this contract.
Business Response
Date: 05/08/2023
Elite Resort Group, Inc. is not in any way involved with
the sales and marketing of the membership in ******* ******** **** that is the
subject of this complaint. Elite Resort Group, Inc. is only involved in
management of ******* ******** **** and does not conduct sales
whatsoever. The ********* did not sign any agreement with Elite Resort
Group, Inc. and our company is not responsible in any way for the matters
described in the complaint.
Initial Complaint
Date:04/14/2023
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 are filing this complaint as we have never been able to utilize this timeshare as it was presented to us. We have signed a couple of contracts with this company and have only been able to take one real vacation. This is after we have paid thousands of dollars into this supposedly once-in-a-lifetime offer. We were pressured by this company to sign our contract. We have never been able to utilize this timeshare as it was presented to us. We even signed an upgraded contract and paid even more money to this company as we were told this would fix our previous issues. We have spent way too much money on this company who never told us the truth during the sales presentations. We were told when we wanted to part ways that we could easily sell this timeshare. This was also untrue as we cannot find anyone to take this off our hands. This company needs to escalate our concerns and have someone reach out to us with options for terminating our timeshare.
Business Response
Date: 04/25/2023
Elite Resort Group, Inc. is not in any way involved with
the sales and marketing of the membership in ******* ******** **** that is the
subject of this complaint. Elite Resort Group, Inc. is only involved in
management of ******* ******** **** and does not conduct sales
whatsoever. The ********* did not sign any agreement with Elite Resort
Group, Inc. and our company is not responsible in any way for the matters
described in the complaint.
Initial Complaint
Date:04/10/2023
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.
My husband and I agreed to purchase a timeshare through Elite Resort Group for a few reasons. They told us that we would no longer have to pay for *** ********* like we do with our other timeshares and the reservation fee would not be charged. We were told we could travel all over with this company. They also said they would take on our two other timeshares and sell them for us and that would go towards the loan for our Elite Resort Group timeshare. Since coming to this agreement, nothing has happened with our two timeshares, nor have we been able to travel where we want with ease like they said. Their lack of keeping their end of the deal has put a huge financial strain on us. We reached out to them about canceling our ownership since they had done nothing they promised. The only response we got was that the board denied our request. No answers as to why. We have questioned the board and waited for a response to find out why they decided against releasing us from our contract. The absence of communication has left us feeling extremely disappointed. We need someone to get in touch with us right away and assist us with terminating our contract. We keep getting reminders that payments are past due, and we have repeatedly said that we are unhappy with our timeshare and won't spend any more money on it. Everything about this has been a pain.
Business Response
Date: 04/11/2023
With regard to the Complainant’s desire to cancel their
membership, that request was denied, and generally is never approved where
there is a loan balance on the membership as is the case here. As for the
sale of the outside timeshares, the Complainants are clearly mistaken in their
belief that ******* had agreed to sell these timeshares and that is not
something that ******* does. In fact, the Complainants engaged a third
party to sell these timeshares and signed an Understanding Acknowledgement and
Disclosure Form (copy attached) with ******** ******** ************** *** which
clearly provides that ******** *** is not involved with the sale of these
units.

Sincerely, Management

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Elite Resort Group is NOT a BBB Accredited Business.