Sunset Group Big promises, no delivery and completely unresponsive. Stay away from them. Cancun Nationwide
In February 2006, we purchased a timeshare at the Royal Sunset in Cancun from the Sunset Group. We got a bi-annual perpetual membership called a "one plus three", which was explained as one guaranteed week every other year, starting in 2007, and three "bonus" weeks. When we inquired about using the bonus weeks, we were told we could use them any way we wanted, even in the off years of our membership.
Given the liberal use of the bonus weeks, presentation of the share as an "excellent investment opportunity" and the assurance of a rental program that would "pay for the membership", we signed the contract.
In April, I tried to make a two-week reservation for January 2007. When I could not do it on the Internet I called and spoke with a Sunset Group representative. He explained we could book our one guaranteed week a year ahead of time. However, the three bonus weeks could only be booked with a 60-day window of our travel.
I explained to the Sunset Group representative that was not the way the program was presented to us when we signed the contract and asked him to tell me where I could find those restrictions in the contract. He could not.
We went to Cancun in 2007 and met with a number of Sunset representatives, including Gerardo Mancini a vice president of the Sunset Group, and asked them to point that language out in the contract. They could not because there is nothing in the contract that even mentions using the bonus weeks.
Mr. Mancini did however made an offer "to make things right with us". He told us to book 2008 dates even though it wasn't our year and his secretary would take care of it. Emails to both Mr. Mancini and his secretary, Lupita Navarro went unanswered.
We have tried to reach the legal department at Sunset and have heard nothing.
It appears the contract is a sham. It is loosely worded and subject to interpretation.
We have also filed a complaint with PROFECO.
Peter
Albany, New York
U.S.A.
6 Updates & Rebuttals
DebyCole
New York,New York,
USA
Reply
#7Consumer Comment
Tue, May 09, 2017
It is always best to hire someone skilled to do so, unfortunately in most cases these companies dedicated to cancel timeshares usually cheat for the second time to their customers since they are vulnerable and desperate. If you are thinking of hiring them you just have to make sure you do not have to make any payment upfront.
I found this article that speak precisely about this, you should read it, that might help you to resolve many doubts:
http://www.timesharescam.com/blog/121-how-to-get-rid-of-a-timeshare/
TylerB
Newark,Delaware,
U.S.A.
member services to book
#7Consumer Comment
Wed, May 27, 2009
I was told i need to book 60 days in advance, that was made clear to me. I'm using my bonus weeks now anyway. I haven't had any problems booking. Have you called the 800#? They are very nice. I speak to a person by the name of Aaron.
TylerB
Newark,Delaware,
U.S.A.
member services to book
#7Consumer Comment
Wed, May 27, 2009
I was told i need to book 60 days in advance, that was made clear to me. I'm using my bonus weeks now anyway. I haven't had any problems booking. Have you called the 800#? They are very nice. I speak to a person by the name of Aaron.
TylerB
Newark,Delaware,
U.S.A.
member services to book
#7Consumer Comment
Wed, May 27, 2009
I was told i need to book 60 days in advance, that was made clear to me. I'm using my bonus weeks now anyway. I haven't had any problems booking. Have you called the 800#? They are very nice. I speak to a person by the name of Aaron.
Karenb
Atlanta,Georgia,
U.S.A.
booking in advance
#7Consumer Comment
Mon, May 18, 2009
When i bought my membership i was told that i'd need to book 60 days in advance for the bonus weeks, i'm fine with that though. I normally plan my vacations way ahead of time because i only vacation during the holidays. You should speak to member services, they are pretty good.
Peter
Albany,New York,
U.S.A.
Sunset Group: more BS and no action. Cancun Other
#7Author of original report
Thu, September 11, 2008
Well we finally heard from the Sunset Group. Jennifer Synder, special assistant to Vice President Gerardo Mancini called very upset that we had the audacity to list our complaint when they had never received anything from us. And further stated it wasn't right that I didn't give the Sunset Group a chance to resolve my contract issue. (Funny, I thought I was trying to do that for the past year and a half, even meeting with Jennifer when we were in Cancun!)
Claiming she couldn't send me an email - her story is they were being returned to her. She wanted the correspondence I had sent and when I asked her to send me a letter outlining what she wanted, she hesitated. When she finally agreed she also said it would take 3 weeks to get to me. Needles to say, I never received a letter from her. However, I sent her everything I had - return receipt requested. I received confirmation the packet of letters was delivered to the Sunset Group in Cancun. After a couple of weeks I placed a call to Jennifer and left a message. And guess what? I still haven't heard from anyone at the Sunset Group.
Oh - they also billed us for maintenance fees when they should not have and then fought us to get our money back!! More on that soon.
Don't waste your time or money with these thieves. They should be investigated for their business practices.
Peter
Albany, New York