Complaints

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Easy Timeshare Relief over 2 years ago to get me out of my timeshare. All they have done is writeup letters and have me send them to the timeshare. They have not helped me get out of the timeshare. I paid for them to get me out of my timeshare and they have not done so in over 2 years. They have a guarantee of 100% satisfaction. I am not satisfied and want my money returned for wasting my time and not doing what they promised.

  Business response

  04/27/2023

  Regarding Mr. ******* complaint:
  
  ETR has been in business for approximately 18 years with only 4 complaints in all that time. We have relieved ****s of happy clients out of their lifetime obligation/nightmare of owning a timeshare.
  As a successful business owner we realize we cannot please everyone, but yet, we strive to offer the best customer service while doing our best to be transparent throughout the process. Everything we do is thoroughly documented and tracked to support the process, there isnt any hidden agenda's or hidden fees,besides, we are the only company in this industry that does NOT collect all the fees upfront.
  
  We are very through and specific in our explanation of the process with each and every client, this information is shared more than just once to the client by any of our affiliate team members.  All teams review everything verbally as well as it being in writing at the beginning and along the way if needed. However, we cant help those who only hear what they want to hear.
  
  In the Agreement that **************** signed:
  The following items are clearly noted, with many specific items requiring the client to initial next to what we feel is important to be sure it is clear, with that they also provide a signature on those pages to solidify the agreement.
  ~ the total fee for the service is listed
  ~ it is noted that he has only paid his initial payment to begin his file, about a third of total fee. Since ETR does not charge the remaining balance until the client is out, this assures the clients of our incentive to work hard to move through the process as timely as we can to get a release.
  ~ the initial fee is stated as Non-Refundable once work has begun.
  ~ **************** initialed some very specific requirements, or points of interest, one being that he would comply to this process, stop making payment to the resort.
  

  ETR does offer a guarantee to all clients that we will get them out, and in those 19 years we have been 100% successful. However; ETR, along with their affiliate teams, are also very clear with all clients that we cannot guarantee how long it will take to get an exit, that it takes time and we all need to be patient. We provide a best guess, or estimated time, yet reinforce to all clients that this is only an estimate. It does not say anywhere on this guarantee that it is related to satisfaction, as he claims.
  
  **************** commented about the time that has occurred, this is correct, all parties involved have invested close to 2 years on his case. His comment about the letters was fully explained verbally and in writing numerous times both in our initial Welcome call / email / letter, and by each team member throughout the process overview. This should not be a surprise to him, nor is it realistic that he was not aware that the letters were part of the process.
  
  In Feb 2023, **************** spoke with the owner and asked for a refund, it was explained at that time that it wasnt an option,*************** chooses to continue with the process.
  
  On Tuesday, there was a voicemail message on our system from ****************,so I returned his call.  While I tried to review the agreement, the process and the status of what he agreed to when he signed the documents, he began to get angry, stated he did not sign or initial anything, he then became abruptly upset, raising his voice, saying some very harsh vulgar words and hung up on me. 

  I understand that people can be frustrated, maybe be having a bad day, but I definitely did not deserve to be sworn at, and hung up on.
  This call, his actions, along with a few other items that he has not complied with, has broken his agreement with ETR.
  In the agreement it clearly states that if he does not comply, or stops the process before completed, he would be in Breach of contract and owe an additional fee related to the Breach of contract clause. *************** is liable for this amount in addition to what he has paid and our agreement assures that we are authorized to charge him this fee. With all the documentation in his file, I am not sure how he feels he can support the items he is claiming, he has a copy of the agreement along with all supporting documents.
  
  Our Agreement is clear, no refund, and we have already provided our attorney with Mr. ******* file to address this legally.
  
  Thank you,

  Customer response

  04/27/2023

   
  Complaint: 19981860
  
  I am rejecting this response because:

  I would like ETR to submit the signed documents as they have stated in this response. 

  What is a reasonable time to get a customer out of their time share?

  I have done everything that was asked of me as far as sending all letters that have been sent to me from the time share and signing and mailing all letters drafted by **** 

  When I first signed up with ETR I sated I can NOT stop payments. They are automatically withdrawn from my bank account, and I can not take the chance of this hurting my credit. ETR did state that they have a company they work with that can clean up my credit after this is all completed, but I informed them that that would not work for me. I can not have this hurting my credit for an extended amount of time. ETR said that this would be ok and approved that I would not stop payments. 

  I have emailed my account rep multiple times and it take weeks for them to reply. I did speak to someone in February of this year but was given a go away answer. ETR has a 100% satisfaction guarantee. I am not satisfied with the work and lack of any results in over 2 years. I am requesting a refund of the money I have paid for services that have not been rendered. 

  Yes I did get angry and rude on the phone after the individual was continuing to speak over me and talking down to me. 

  
  
  Sincerely,
  
  *********************

  Business response

  05/02/2023

  This has been asked and answered, All claims are well documented in the agreement signed by **********************

  ETR already acknowledged that this client/case was turned over to our attorney and their office will be reaching out to ********************* directly.

  
  

  Customer response

  05/08/2023

   
  Complaint: 19981860
  
  I am rejecting this response because:

  The contract is attached and clearly states: 

  ETRs Guaranteed Service
  ETR works with a network of attorneys and/or brokers to terminate Client timeshare contracts.
  If ETR is not able to relieve Client of timeshare ownership within ***** months of execution
  of this Agreement, Client *** submit a written request for a full refund to: Easy Timeshare
  Relief, LLC, ************************************************************, ***************** Manager.

  I have also done everything requested of me:

  Also in the contract it states NA for the Strategic Default and also the wording its in the Clients best interest not required:

  STRATEGIC DEFAULT DISCLOSURE: Strategic Default is a deliberate default by the
  owner of a timeshare by ceasing payment. Client has determined it is in Clients best
  interest to immediately stop paying timeshare and maintenance fees in order to facilitate
  the termination of timeshare contract. Client accepts responsibility for any negative
  credit reporting that *** result from Clients discontinuation of payments on timeshare.
  NA Client Initials

  
  
  Sincerely,
  
  *********************

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