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To Whom It May Concern,
I am writing to formally file a complaint against Exploria Resorts for their unethical practices regarding our timeshare. We were originally attracted to this resort by the promise of great vacations and the ability to transfer ownership to family members as a gift. We were also told that if we ever grew tired of it, we could easily sell it due to its high demand as an investment. Our experience with this timeshare has been an absolute nightmare. First of all, we had a difficult time staying in the location we were promised, despite speaking with three sales representatives beforehand. We were informed that we could be placed anywhere at the discretion of the resort. We had to become assertive and even confrontational to obtain the area we were promised.On one occasion, we requested that the property be cleaned before we stayed, but instead of addressing our concerns, the resort simply moved us to another spot. We have also been disappointed to discover that the promised on-site restaurant never materialized, and we have been forced to eat at a snack bar instead. To make matters worse, when we were unable to use our timeshare due to a serious medical emergency, we contacted the resort to explain the situation and request that our points be extended. Despite the fact that we had every intention of booking the following year, we were penalized for something out of our control and watched helplessly as our points dwindled. We have also noticed that rentals for properties within the resort are available for less money than our maintenance fees, which leads us to question the value of our investment. When we requested an extension due to the Covid-19 pandemic, we were told that we had to use our points or lose them and that we could pay a fee to extend only a few of them. The quality of customer service has also been severely lacking, with wait times getting longer and staff becoming increasingly rude and unhelpful. As a retired older couple on a fixed income, this timeshare has become a burden both financially and mentally. We cannot in good conscience sell this terrible investment to anyone and would never burden a family member with it either. We strongly urge the complaints board to investigate these unethical practices and hold Exploria Resorts accountable for their misconduct. We beg Exploria to take action to ensure that other innocent consumers do not fall victim to this deplorable behavior. Our health and safety come first, and we refuse to travel to Florida until the state gets the Covid-19 pandemic under control.
Please help us in getting this to Exploria as they continue to deny helping us!
Thank you,
Bruce and Joye Lyon
