Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  contracted with them in 2021 to get rid of my Timeshare. They hooked me up with Lawyer and I paid them as well . They say they sent letters and called on my behalf however they have not done anything to help with the matter. Its 2025 now and my credit is the s**** because they told me to stop paying and to not have any contact with Wyndham. Lawyers have cut me off as well and said they assume that Wyndham has closed my case however that is not the case as I am still the owner and it is still listed.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its been two years since I paid Resort Advisory Group over $4439 to get me out of my time share . There has been little to no communication from them. They told me to stop payment to ********* Vacations and set me up with a company that was supposed to keep it from negatively impacting my credit. The company did nothing to repair my credit. They told me at the beginning that they would take care of everything. They referred me to a law firm that I had to pay separately and after 6 months claimed there was a settlement on my case and requested I sign a *** but over a year has passed and the law firm does not answer the phone or repond to emails. When they last responded over a year ago they claimed that ********* is just hard to deal with and likes to drag things out. I am demanding a refund since no services were actually fulfilled on their part.

  Business response

  10/11/2024

  Dear Mr. ********************** sincerely regret the frustration you have experienced during this process, and we understand your concerns regarding communication and the progress of your case. Please know that we are fully committed to addressing these issues and ensuring that your case receives the attention it deserves, as we work toward a successful resolution.
  
  Per our conversation on October 4th, we thoroughly explained the current status of your file and offered a solution to dispute the negative inquiries on your credit report. As mentioned during that conversation, we remain committed to addressing the credit impact and are working diligently to resolve the situation.
  
  Additionally, on October 7th, we reached out to inform you that we now have senior management involved, actively reaching out to obtain an update from the relevant parties. We are pushing for an expedited answer and are doing everything within our power to ensure this process moves forward as quickly as possible.
  
  While we acknowledge that this process can take time due to the complexities involved, we want to reassure you that we are taking the necessary steps to move your case toward resolution. We truly appreciate your patience and are here to support you every step of the way.
  
  Please do not hesitate to reach out if you have any further questions or concerns. We remain committed to achieving the best possible outcome for your case.
  
  Sincerely,  
  Resort Advisory Group Team

  Customer response

  10/11/2024

  As we discussed, your business has not done anything to assist in canceling the timeshare or repairing my credit. The credit repair company that was suppose to help with my credit report could not even get the credit bureaus to take their disputes on my behalf. Every month they would dispute my credit report and every month I would receive notice from the credit bureaus that they could not accept their 3rd party dispute. Your company is running a scam on timeshare holders and taking thousands of dollars to do absolutely nothing.

  Business response

  02/06/2025

  Our primary service is assisting clients with the cancellation of their timeshare contracts. We are not a credit repair company, nor do we advertise or provide credit repair services directly. However, we do offer clients access to credit assistance through our partnership with a third-party company, which operates independently from Resort Advisory Group.
  Regarding the clients concerns about the credit repair process, the letter they referenced from ********** is a common stall tactic used by credit bureaus to discourage consumers from utilizing third-party credit assistance. The dispute process often requires persistence, and we understand that this can be frustrating. However, this does not indicate a failure of service but rather a challenge posed by the credit reporting agencies themselves.
  
  Best Regards,
  
  Resort Advisory Group

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to work with *** for the past year, but I have experienced a complete lack of communication from their side. Despite paying a substantial amount for their services, I have received minimal to no value. Their primary actions have been to collect payment and refer me to a legal firm that has been unresponsive and ineffective. Im relieved I ignored their advice to stop making payments, as it would have led to severe credit damage and wage garnishment. I am now formally requesting a full refund for the services that were not provided.Furthermore, since they have been unable to cancel my timeshare, I am entitled to a full refund as stipulated by the addendum signed by both parties. I expect this refund to be processed promptly.

  Business response

  09/25/2024

  Dear Mr. ******************* you for taking the time to share your feedback regarding your experience with Resort Advisory Group. We genuinely value all customer insights, as they help us improve our services.

  We are sincerely sorry to hear about your frustration and the challenges you have faced in communication. We strive to provide our clients with timely and effective support, and we regret that we fell short in your case.

  As per our conversation on September 19th, we have reached out regarding an update on your file and are still awaiting a response. Additionally, we have escalated your refund request to senior management for further review. We understand the importance of clarity and responsiveness, especially in matters as significant as timeshare management.
  
  Please know that your concerns have been taken seriously, and we are committed to resolving this matter to your satisfaction. Thank you for your understanding and patience as we work diligently to rectify this situation.

  Sincerely,

  Resort Advisory Group
  
  

  
  

  Customer response

  10/04/2024

  Hello,
  
  I was originally waiting on them to come up with a solution, but they have yet to call me back since the first call that they mentioned.
  
  

  • Why are you rejecting the business' response?
    • I am rejecting their response because they still have yet to contact me back from their initial response. Until the communication resumes successfully (or they at least leave a voicemail), my complaint will not be resolved.
      

  • Mention any additional concerns you would like the business to address
    • None. All I wish to have resolved is my refund request.
      

  • Restate your desired resolution
    • I would like a refund as mentioned in my original complaint.
      

  • If applicable, please send any documents that support your rebuttal statement
    • The documents from the original complaint should still apply.
      

  Business response

  10/11/2024

  Dear *** ******,

  During our last phone conversation, we stated that we would be reaching out to the Attorney on file in regards to an update while also having ***************** look over the file. Currently, we are still waiting to get an update and we appreciate your patience, as this does take some time. We apologize for the inconvenience and are urgently and actively working on your file in order to provide information on the next steps.

  Customer response

  10/15/2024

  I am waiting for a proper response before resolving this complaint.

  Business response

  02/04/2025

  First and foremost, our primary service is assisting clients with the cancellation of their timeshare contracts. We are not a credit repair company, nor do we advertise or provide credit repair services directly. However, we do offer clients access to credit assistance through our partnership with a third-party company, which operates independently from Resort Advisory Group.
  Regarding the clients concerns about the credit repair process, the letter they referenced from ********** is a common stall tactic used by credit bureaus to discourage consumers from utilizing third-party credit assistance. The dispute process often requires persistence, and we understand that this can be frustrating. However, this does not indicate a failure of service but rather a challenge posed by the credit reporting agencies themselves.
  As for the timeshare cancellation process, Resort Advisory Group was actively working on ******* timeshare cancellation case until he requested a full refund due to impatience with the process. While timeshare cancellations can take time, we remained committed to assisting him. However, at his request, we honored a full refund, and a check was mailed to him on January 17, 2025. Timeshare exits are complex and involve negotiations with developers, legal documentation, and various procedural steps. While progress may not always be immediate, our team remains committed to achieving the agreed-upon outcome.
  We stand by our services and are happy to work with the client to ensure clarity on the progress of their case. As we have already refunded the client in full, we consider this matter resolved. If ***** has not received his refund check, we encourage him to reach out to our office directly so we can confirm receipt.
  Best Regards,
  Resort Advisory Group

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its been two years I paid group advisory over $4000 to get me out of my time share . They wont answer my phone call are my text . They told me to stop payment to Westgate resort now my credit is shot my credit score was 750 it dropped to 560 now I cant use my credit to do anything now .They told me at the beginning that they would take care of everything .Ive paid them for lawyers to litigate from me.They havent contacted Westgate at all they sent me a letter to send to ******** . When they did respond a year ago they kept saying that Westgate is just being hard .

  Business response

  09/05/2024

  Dear ****************** and the BBB, 
  
  We are in receipt of your complaint.  According to our records, our team has been in contact with you on multiple occasions and we have documented each step thoroughly.
  
  Here is a timeline:
  
  April 2, 2024: We communicated with you via email, confirming that we had forwarded the correspondence you received from the developer to the attorney handling your case.
  May 20, 2024: We reached out via email to check if you had received any additional correspondence from the developer. You confirmed that there had been no updates at the time.
  June 18, 2024: Our team spoke with you regarding calls from the developer and you were advised to direct any further calls to the attorney.
  August 30, 2024: Our team contacted you to update you on your file.
  September 3, 2024: We returned your call and informed you that we were sending an email to follow up on the status of the documentation you mentioned.
  September 4, 2024: We emailed with an update on your file.
  
  Throughout this process, we have continuously worked on your behalf, maintaining communication, and pursuing actions to effectuate your timeshare exit. We understand your frustration, especially regarding the impact on your credit score, but we want to assure you that we are taking all necessary steps to assist you in removing the burdens of your timeshare.
  
  Should you have any further questions or need additional information, please don't hesitate to reach out to our team.
  
  We are here to assist you and will continue to advocate on your behalf.
  
  Thank you for your patience and understanding.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted this company to get us out of our timeshare, paid 4000 dollars! 4 years later no results! Have requested refund, submitted bad reviews, submitted to BBB no resolution!$4000

  Business response

  07/30/2024

  Dear Mr. and *******************,

      Thank you for sharing your feedback with us. We deeply regret the frustration and disappointment you have experienced during this process, and we sincerely apologize for any inconvenience caused. 

      The timeshare exit journey can indeed be a lengthy and complex process, often taking longer than anticipated due to various legal and administrative factors. We understand your concern regarding the time it has taken and the substantial investment you have made.
  On July 24th, we had a conversation with you to discuss the current status of your file and to address your concerns. Our client services department provided an update on the progress of your case and the steps we are taking to move forward. We are committed to seeing your case through to a successful resolution and appreciate your patience and understanding.
  
      Our team is dedicated to providing the highest level of service and support to our clients. We are here to assist you and ensure that your timeshare exit process is completed successfully. If you have any further questions or require additional assistance, please do not hesitate to contact us directly at ************.

      Once again, we apologize for the delays and any inconvenience you have faced. We appreciate your patience and are committed to achieving a positive outcome for you.

  Sincerely,

  Resort Advisory Group

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Resort Advisory Group should be investigated for fraudulent and unethical marketing practices.I am seriously concerned that Resort Advisory Group is a fraud. On May 28, 2020, my husband and I signed a contract with Resort Advisory Group to terminate our Bluegreen timeshare. On June 9, 2020, we paid Resort Advisory $6,498 and an additional $750 to an attorney we never spoke to. It is now July 6, 2024, four years plus, and only two pieces of correspondence have been sent during that time. A letter that my husband and I wrote on April 30, 2021, that the ***************** forwarded to Bluegreen, and a letter sent by the ***************** on September 18, 2023. The letter sent from the ***************** on September 18, 2023, was only sent after I contacted Resort Advisory and requested our money back.I believe that the Resort Advisory Group's strategy is for us not to pay our annual timeshare dues. Over time, our account would be delinquent, and the Attorney would use that as a reason for ********* to terminate our timeshare. If this is their strategy, it will not work. We are currently paying our dues to ********* and intend to continue to pay them. We have never received any documents/emails/phone calls from Bluegreen indicating that Resort Advisory Group actively sought termination of our timeshare obligations.WE want a refund of ****** from Resort Advisory Group

  Business response

  08/08/2024

  Dear Mrs. ***************** you for bringing your concerns to our attention. We sincerely apologize for any distress and inconvenience you have experienced. At Resort Advisory Group, we are committed to maintaining the highest standards of ethical practices and customer satisfaction.

  Our records indicate that you and your husband signed a contract with us on May 28, 2020, and made subsequent payments totaling $7,248. We can assure you that these payments were allocated toward the services outlined in your agreement.

  We regret any perceived lack of communication. Our records show that a letter was forwarded to Bluegreen on April 30, 2021, and another on September 18, 2023. We understand your frustration and are committed to improving our communication channels to ensure our clients are regularly updated. While the exit process can be lengthy, our team is diligently working on your file to provide the best possible outcome.

  It appears there may be a misunderstanding regarding the strategy for terminating your timeshare. We act in the best interest of our clients, utilizing legal and ethical methods. We understand your request for a refund of $7,248. To resolve this issue, we would like to review your case in detail. Please contact our customer service team at ************ so we can discuss your situation further and work towards an amicable resolution.

  We take all allegations of fraudulent or unethical practices very seriously. Resort Advisory Group adheres to strict regulatory standards, and we are dedicated to addressing any legitimate concerns promptly.
  We appreciate your patience and cooperation. Your satisfaction is important to us, and we are committed to ensuring your experience meets our high standards.
  

  
  

  Customer response

  08/12/2024

  Complaint ID# ********
  NO RESPONSE FROM RESORT ADVISORY GROUP
  
  8/8/24 The letter the Better Business Bureau (BBB) sent me from the Resort Advisory Group directed me to call ************ to discuss my situation further and work toward an amicable resolution.  I called this  # which is the customer service line for **********************.  No customer service member knew about the **********************'s letter to BBB.  I was then transferred to **** **********,head of the department, who was also unaware of the letter the Resort Advisory Group sent to BBB.  I emailed **** ********** a copy of the Resort Advisory Group's letter to the BBB.  She said she would forward the letter to upper management and that someone would call me the next day (8/9/24) regarding my complaint to BBB.  No one has contacted me. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 2019 we purchased timeshare points from *********************************** in ***************. We attempted to cancel the transaction within 24 hours but salesman declined to accept cancellation. in July of 2019 we contracted with the Resort Advisory Group in ********** to assist in cancelling our timeshare obligations. We did fully own two weeks at the resort and had partially paid for a third week. We traded the third week in for the points transaction. We paid Resort Advisory $19,176 and attorney fees of $750. We still owe them $10,749 which we informed them we would pay once we received an update from the attorney group they use (Carlsbad Law Group). We have never received any communication from the lawyers either by mail, e mail or phone etc despite repeated requests. Resort Advisory has not contacted us for several months. On May 11, 2024 we received a notice from an attorney in ******* representing *********** that our vacation property would be placed in foreclosure in 30 days. Again we have had no communication from Resort Advisory or the Law Group. We are requesting that you assist us as it has been a 5 year process and they have not fulfilled any portion of their commitment to us. This is rather urgent as we have only 30 days. Thank you.

  Business response

  06/10/2024

  BBB:
  
  We have been advised that Mr. ***** ******************* were withdrawing their grievance. In the event it has not yet been withdrawn, we have prepared the below response.
  
  Thank you
  
  Resort Advisory Group
  
  
  
  =========================================================
  
  We appreciate the opportunity to address Mr. ***** Mrs. Stelters concerns. Despite the fact that they are not current with their agreed upon payments, we have been actively engaging with them through numerous phone calls and email exchanges, primarily facilitated by our Director of ****** Services, to ensure we fully understand and address their concerns.
  
  
  To expedite the resolution, we have forwarded the pertinent documents to the assigned attorneys, highlighting the urgency due to the legal notice received. Our team is in close collaboration with the attorneys to secure the necessary legal support.
  
  We have also extended our in-house exit services to explore alternative solutions their timeshare obligations. Our goal is to resolve this matter as quickly and efficiently as possible.
  
  Throughout this process, we have remained committed to providing Mr. ***** ******************* with continuous support keeping them informed of all developments. During our discussion on May 28, 2024, they advised that they were satisfied with the progress and agreed to withdraw or **** their BBB complaint as resolved. We trust that this resolves their concerns and encourage them to communicate any additional questions directly with us to ensure their complete satisfaction.
  
  Resort Advisory Group

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March 2023, Resort Advisory Group, contacted us about getting out of our timeshare that we just bought in February while on a family vacation. The timeshare was bought under a very high pressure sales pitch. When we got home from the vacation and I tried to book a stay, I quickly realized that there was nothing available. It was almost like Resort Avisory Group knew that we were not happy. They called us out of the blue and had a great high pressure sales pitch on how they could help us get out of the timeshare if we paid them $5,277.24. We felt overwhelmed and wanted out of the timeshare so we said yes and took out a loan with RAG. As soon as the loan was approved and RAG got our money, we have not heard from them again! We had to dish out another $950 to MXM legal who was the attorney to work on getting us out of the timeshare. We never heard from RAG and we never had a phone conversation with MXM. Supposedly in October, the timeshare developer offered us a deed in lieu of foreclosure (I think because we never made a payment). RAG and MXM didnt do anything. The developer offered us the deed in lieu because we were delinquent on our payments. We accepted the deed in lieu of foreclosure that was offered by the developer and all paperwork was sent to the developer by me not the lawyer or the advisory group! In December, I was still getting notices from the Timeshare developer that we owed money and my credit was being affected. When asking MXM to try to contact the developer, they said the case was closed and I needed to do that myself. RAG never answered my phone calls. I found this appalling that they would not help. I dont think they did anything to help us get out of the timeshare. It all happened because we didnt make any payments to the developer. I want my money back from Resort Advisory Group! They are scammers just like the timeshare companies!

  Business response

  04/22/2024

  Dear Mr. and *******************,
  
  We are writing to you regarding the recent communications you have received from the developer. According to our records and the documentation you provided, your debt and property obligations were resolved through the execution of a Deed in **** (DIL) of foreclosure, which was executed and you have advised has been forwarded to the developer.
  
  Based on this, you should not be receiving any further notices from the developer concerning this matter. It appears, from the information we have, that the continued communications from the developer may constitute harassment. We strongly recommend that you report this issue to the Michigan ************************* as potential harassment.
  
  Furthermore, Resort Advisory Group will be consulting with MXM Legal to ensure that your rights are fully protected and to provide you with specific advice on how to proceed. We will follow up with you directly as soon as we receive further information.  We believe that the continued contact from the developer may not be legally justified.
  
  Please rest assured that we are taking this matter very seriously and are committed to supporting you through this process. Should you require immediate assistance or have any further questions, please do not hesitate to contact our office.
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2020,I paid this company $8,000.00 to cancel timeshare with Diamond Resorts. For two years absolutely no action was take, except for numerous excuses including COVID, shortage of staff, etc. Finally in October 2022, I received a letter from RAG stating my timeshare contract had been cancelled by *******. Only problem, ******* has no record of such cancellations. *** said the would send me the contract. That was almost. Two years ago. I have been calling RAG regularly, as recently as April 8, 2024. I have NOT received a y callbacks, a distill have to pay Diamond resorts monthly

  Business response

  04/25/2024

  Dear **************,
  
  Thank you for bringing your concerns to our attention through your review. We are genuinely sorry to hear about the difficulties you have faced in the process of exiting your timeshare agreement with Diamond Resorts, and we deeply regret any inconvenience or distress this has caused you.
  
  Upon receiving your feedback, we promptly initiated a thorough review of your case and contacted the legal counsel specifically tasked with overseeing your file. We are actively working to obtain a detailed status update and concrete resolutions from your assigned attorney.
  
  Please be assured that Resort Advisory Group takes your concerns seriously and is committed to adhering to the highest standards of service and ethical practice. Our aim is to resolve your issue in a timely and satisfactory manner.
  
  We understand the importance of resolving this matter swiftly and will keep you informed of our progress. We anticipate being able to provide you with a comprehensive update shortly. Should you need to discuss this matter urgently, please do not hesitate to contact our customer support team directly.
  
  We appreciate your patience and understanding as we work through the various complexities involved in your case. Thank you for your cooperation and trust in allowing us to rectify this situation.
  
  Warm regards,
  Resort Advisory Group 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I thought I had sold this timeshare on 12/6/2019 and I paid Resort Advisory GRoup $3,349. As of March 25, 2024, I am still listed as the owner of this property. I want my $3,349 back.

  Business response

  04/18/2024

  Dear ******************,
  
  Thank you for sharing your concerns. At Resort Advisory Group, we are dedicated to assisting our clients with exiting their timeshares. We appreciate this opportunity to address any issues you may have regarding our services.
  
  We would like to clarify that Resort Advisory Group does not buy or sell timeshare properties. Our expertise lies in guiding consumers through this complex process. According to our records, upon engaging our services, you were assigned an attorney tasked with facilitating this process.
  
  It is crucial to understand that the exit process requires the submission of specific documents for us to complete the process. We work with our clients to collect all necessary documentation to effectively advance their cases. Upon reviewing your file, we noticed an issue where a critical document was not provided to us or your assigned attorney, which is essential for progressing with your exit.
  
  We understand you have chosen to engage another attorney, and we respect your decision to seek alternative counsel. Our team remains at your disposal to clarify any questions you might have about the services you received.
  
  Please feel free to reach out to our customer service team if there is anything more we can assist you with.
  
  Sincerely,
  Resort Advisory Group 

  Customer response

  05/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*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. ↩