Business Profile

Property Management

Elite Resort Group

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:03/24/2023
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 have tried every avenue to work our situation out with Elite Resort Group directly. We, however, have not had any success in communicating effectively with this company. We were told it was going to be another $5000 for us to be released from our contract with this company. The biggest appeal of signing this contract was that they would take our existing ******** timeshare and sell it for us. We were told we would be able to use this profit towards the cost of the timeshare with Elite Resort Group. This was a complete lie as they were not able to sell our timeshare as they promised. This was the sole reason we even agreed to a contract with this company, and this was a lie. Again, when we reached out to this company with our issues, we were told we could only be released from our contract for another $5000 dollars. This company should be paying us for the lies we were told and the way we have been treated. This company needs to take responsibility for their sales staff and reach out to us with a cancellation offer with no other money being paid by us.
Business Response
Date: 04/04/2023
The Board of Directors of ******* ******** **** has no legal
obligation to accept any transfer of a membership, and accordingly has no legal
obligation to explain any decision. The Complainant may not be satisfied
with the Board’s decision, but the Board has made that decision and typically
does not offer any explanations as to its reasoning.

Sincerely,

Management.
Initial Complaint
Date:02/21/2023
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 attended a presentation that was to last about an hour but turned into 4+ hours. We had no intention of purchasing a timeshare, but after discussing with them how we like to vacation, they proceeded to tell us that we could do all of that with our timeshare and points and it would save us money. They came back with different properties that they wanted to
sell that we couldn’t afford. A manager came over and said they had a property that had just come in that was "reacquired" and it would be affordable and could fit our needs. We decided to say yes because we thought we were doing a good thing. To our surprise, one year after owning the timeshare, I went to book a vacation and they laughed at me. They told me that my timeshare was only available the first week of the year and that there was no way I could ever use it in the summer. I asked about going to a different destination and was told that I had to go through RCI and become a member and pay a transfer fee. None of that was disclosed when purchased. In 2015, I had stage 5 renal failure that eventually led to a kidney transplant. With my medical bills and health, finances were tight, and traveling was out of the question. I called Elite Resorts and they told me there was nothing they could do to help me. I reached out again recently and was told the board denied my request with no reason as to why. This is completely unacceptable.
Business Response
Date: 02/22/2023
Dear *** *****

The decision as to whether to accept a transfer of a timeshare
interest is not a decision made by ***** ****** *****, but rather one that it
is solely the decision of the Association, and they do not provide any
explanation as to how or why they agree to accept or refuse a transfer.
The Association is not legally or contractually obligated to accept any
transfer at any time and does not have any obligation to explain any decision.
***** ****** ***** has presented the complainant’s request to the Board and
that was denied. There is nothing further ***** ****** ***** can do.

Sincerely,

Management
Initial Complaint
Date:02/16/2023
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.
This cycle Elite Resort Group and ******* ******** **** is forcing us to go through is cruel and unusual. We won’t hear anything for months, then we’ll get a random letter stating that the Board of Directors has denied our cancellation request, we call and ask why no one is taking us seriously, and then it repeats. There’s never an explanation; it’s a four-sentence letter they think we should be content with. We’re on fixed incomes with quite a few health conditions between us. My wife has experienced some health issues and has required two ******. I suffer from *** ************* **** ********, and walking even short distances is painful. I am a retired *** ***** *******, and two of my ailments are directly related to ***** ****** exposure during the ******* ***. The ********* ************** has also given me a disability rating of 50%. These should all be considered, but I have no clue if the board has even been told! Why are we going months between correspondences from Elite Resort Group? Why is it only denial letters? Why is letting go of two unwell people on fixed incomes up for debate? What pleasure is your board of directors getting from seeing us suffer?
Business Response
Date: 02/28/2023
The decision as to whether to accept the cancellation and
transfer of a membership is not determined by Elite Resort Group, but rather by
the Board of Directors of the ******* ******** **** Owner’s Association.
The Association is not legally obligated to accept any membership return.
The request for Mr. ******** was presented and the Board declined to accept the
transfer. There is nothing more Elite Resort Group can do.

Management
Customer Answer
Date: 03/02/2023

[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:The business does not take into consideration the health issues both myself and my wife are experiencing at this point in our lives. We can no longer make use of this timeshare and are being forced to pay for something and getting nothing in return. There has to be a legal way to exit this program.

Regards,

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

Business Response
Date: 03/08/2023
Dear Mr. ********,

The Elite Resort Group, unfortunately have nothing more to add to this case.

Sincerely,

Management
Customer Answer
Date: 03/10/2023

[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: It is very difficult for me to believe that a company/organization can be so callus and cold hearted that they will not take into consideration the failing health of any person or persons. They are in effect forcing us to pay for a product or facility that we can no longer make use of. This is totally unfair and unacceptable.

Regards,

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

Business Response
Date: 03/13/2023
The ********s have been answered two previous times, December 6th, 2022 and as recent as February 9th, 2023, as records will show, in response to their request to end their contracts.

While we are sorry for their situation, ******* ******** **** is not obligated, in any way, to cancel or "take back" their Membership. On top of them having an outstanding balance on their loan, we feel this matter has already been addressed, and should not be qualified as a complaint with the BBB.

As always, we appreciate the opportunity to respond.

Sincerely,

******* ******** ****
Initial Complaint
Date:02/07/2023
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 have no clue what’s going on at Elite Resort Group, but the customer service I’ve received, considering the thousands of dollars I’ve given them, is abysmal. The last time I heard from anyone was December 5, 2022, when I got a three-sentence email from ERG stating that the Board of Directors had denied my request to be released from my timeshare contract. There was no explanation or chance to appeal. I wrote one email asking for my options, but I didn’t give a formal request with all my reasons for wanting a cancellation. If I knew it was going straight to the Board of Directors, I would have written a novel with every grievance I had to ensure they had the entire story before “denying my request.” I’ve written several emails asking for an appeal or a list of qualifications they were looking for, but no one’s been bothered to answer. I hope this changes because I need consistent communication and cancellation for my troubles.
Business Response
Date: 02/09/2023
Dear **** ********

The decision as to whether to accept a transfer of a timeshare
interest is not a decision made by Elite Resort Group, but rather one that it
is solely the decision of the Association, and they do not provide any
explanation as to how or why they agree to accept or refuse a transfer.
The Association is not legally or contractually obligated to accept any
transfer at any time and does not have any obligation to explain any decision.
Elite Resort Group has presented the complainant’s request to the Board and that
was denied. There is nothing further Elite Resort Group can do.

Sincerely,

Management
Business Response
Date: 02/15/2023
The ***** ****** Group have nothing more to add to this complaint.

Management.
Customer Answer
Date: 02/20/2023

[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 can't ignore me and expect this to go away. You may not have anything to add for now, but this isn't over.

Regards,

******* *******
Initial Complaint
Date:01/26/2023
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 need assistance getting out of our timeshare obligation with ***** ****** *****. My wife has developed dementia in the past few years, which has inhibited our travel ability. I can’t leave her alone in a grocery store without her having an anxiety attack. We are basically housebound, and we cannot use a timeshare with my wife’s current condition. ***** ****** ***** has been less than sympathetic to our situation when they’re not outright ignoring us. I am 70 years old and on a fixed income that’s around half of what I earned when we signed our contract. This has all been one big mess, and we need someone from ***** ****** ***** to see us as more than a number and a bill.
Business Response
Date: 02/14/2023

The Complainant has no further obligation regarding the
timeshare interest he formally owned at ***** ***** ******. His interest
was transferred to the ***** ***** ****** ************ **** in June of 2022 as
a result of the default in payments of maintenance fees to that
Association. So, the Complainant in essence has received the relief he has
requested. The notice of default is attached.

Management.
Initial Complaint
Date:01/23/2023
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’ve had a timeshare with ***** ***** for 7 years now, and it is one of the most regrettable purchases of our lives. In January of 20015 we spoke with their salespeople and she they took advantage of us and our lack of knowledge about timeshares. They did not properly explain the details revolving around this timeshare. They hardly touched the important details, like the rescission period and how much taxes and fees would make this purchase.

After reviewing the fine print, we realized not only were we misled, but blatantly lied to. This was supposed to be easy to access and, if we ever did not want to keep it any longer, easy to sell. It is neither of those things. This “great deal” is not a great burden that is incredibly difficult to get rid of. We’ve been contacting ***** *****, but they claim it was too late and they could not assist us in any way. We know ***** ***** has the means to assist us, but they’re refusing to do so. They would rather beat respectable people out of their hard-earned money through manipulative tactics and its disgusting.

Being that we are both, ****** *** ** ******* are in our 80s, we no travel long distances. Our age and health limit us. We are now contacting higher authorities to assist us with this matter and will go through whatever avenues necessary to ensure ***** ***** rectifies the turmoil they are putting us through.
Business Response
Date: 02/03/2023
Dear Mr.
Elite Resort Group has reviewed its file in this matter and cannot
substantiate any of the allegations made, however, many of these issues seem
hard to believe would have occurred, for instance, the rescission period is
specifically provided in writing pursuant to state law. With respect to
the complainants transferring their interest, that decision as to whether to
accept a transfer of a timeshare interest is not a decision made by Elite
Resort Group, but rather one that it is solely the decision of the Association,
and they do not provide any explanation as to how or why they agree to accept
or refuse a transfer. The Association is not legally or contractually
obligated to accept any transfer at any time.

Management
Initial Complaint
Date:01/23/2023
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 have tried to resolve our issues with this company directly however, we have not been able to receive any sort of consistent communication. We have been reaching out for months now and have not been able to have a conversation with anyone. We need to separate from our ownership with this company as soon as possible. The one response we have received was that our request to cancel was denied. There was no explanation as to why this company is choosing not to assist us. It's clear they do have an option to cancel our account but have decided not to assist us. We have many different reasons why we deserve to have our ownership canceled. We need to have this company take the time to review our issues and reach out to us with our options to terminate our agreement.
Business Response
Date: 01/24/2023
Mrs. *******,

The decision as to whether to accept a transfer of a
timeshare interest is not a decision made by Elite Resort Group, but rather one
that it is solely the decision of the Association, and they do not provide any
explanation as to how or why they agree to accept or refuse a transfer.
The Association is not legally or contractually obligated to accept any
transfer at any time.

Elite Resort Group Management.
Customer Answer
Date: 01/27/2023

[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 do not accept the response from this business as it seems as though we continue to be brushed off to someone else. We are paying our fees to this company; therefore, they should be responsible for assisting us. We need someone to reach out to us with contact information for who we need to contact to discuss this matter.

Thank you,
*** *** ******* *******

Regards,

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

Business Response
Date: 01/30/2023
Mrs. *******,

Unfortunately, we do not have anything more to add.

Management.
Customer Answer
Date: 02/04/2023

[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:
We need to be given direct contact information for who make these decisions. We need to have a conversation as to why our concerns are not being addressed.

Regards,

******* *******
Initial Complaint
Date:01/06/2023
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 have requested that this company terminate my ******* ******** **** timeshare. The response to this particular request has been very challenging, to say the least. I keep getting the same denial response from Elite Resort Group. The denial does not contain any detail. I have requested that the company provide more details on why the "Board" has denied this termination. I am told I can't surrender my timeshare property, but no reason is provided. I am very frustrated that Elite Resort Group thinks it is ok to say "No" without any explanation. Also, it isn't alright to force timeshare owners to retain the timeshare if they aren't satisfied with the timeshare and the company as a whole.
Business Response
Date: 01/09/2023
******* ******** **** has no obligation to cancel or accept
the transfer of any membership, and accordingly has no obligation to provide
any response or explanation for its decisions. With regard to Ms. ******
request, there is an outstanding loan on the purchase of the membership, and so
the Club will not be able to accept the transfer of this membership regardless.

Sincerely,

Management.
Initial Complaint
Date:12/19/2022
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 are filing a compliant against ***** ******* and ***** ******** ***, ** ****** **** *** *** **** ***** ****** **** ******* ***** ********, ********** (************). We were sold a time share unit in **** ****** in 2008 under pressure with false and misleading claims and have since that time been trying to get ***** ******* to cancel our timeshare. We have been reaching out to ***** ******* consistently and regularly since 2019 but have only received notices demanding payment for annual fees and exorbitant interest.
The false and misleading pretenses in the sale include:
1. Showing and offering a 3 bedroom cottage but switching the legal sales contract to a 2 bedroom walk up
2. Promoting free golf but hiding high cart fees so it is not free
3. Stating no maintenance fees would be charged then being charged for 2009
4. Promises to help sell an existing timeshare then only providing a computer listing service
Business Response
Date: 01/06/2023
Dear Mr. & Mrs. *****,

We are surprised to the revelations about the purportedly
false and misleading pretenses relating to a sale that occurred in 2009,
particularly where the interest purchased was used extensively. The
company would deny that the *****s were misled in any way and as they admit,
the agreement they signed specifically referred to a 2 BR unit. With
respect to the request to transfer, that decision is wholly with the Board of
Directors of the Association for their Project and that Association has no
legal obligation to accept any transfer. In this instance the *****s were
significantly delinquent in maintenance fees, and by the Association’s rules
are not entitled to consideration for transfer.

Kind Regards,

Management
Initial Complaint
Date:12/16/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are at a loss. We have multiple contracts with Elite Resort Group. We had two timeshare contracts with ***** ***** ******* and one contract with the ****** ***** Resort. We had requested to be terminated from All of the timeshare contracts, however only the ***** ***** contracts were released. We are being denied for our ****** ***** timeshare. We do not understand and would like an explanation for why we are being denied. Ultimately we wanted to be freed from each timeshare contract, and we are still seeking this resolution. We explained our reasons to ERG, and there seems to be no consideration. We want to end this matter amicably but were forced to seek assistance here because of the lack of detail in their response regarding the denial.
Business Response
Date: 12/16/2022

The decision as to whether to accept a transfer of a
timeshare interest is solely the decision of the Association, and they do not
provide any explanation as to how or why they agree to accept or refuse a
transfer. The Association is not legally or contractually obligated to
accept any transfer at any time.

Sincerely,

Management

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Elite Resort Group is NOT a BBB Accredited Business.