I am writing this complaint today in hopes to have a resolution to my situation.
I vacationed in Cancun over Christmas and was approached on December 27th at a shopping mall to attend a no pressure - quick 90 minute seminar at the hotel Sunset Lagoon and Royal Sunset Lagoon. Having never attended a time share sales pitch, I didn't know what to expect. It was a rainy day and I thought why not, I will be back to my resort with an hour and a half. I was shown the resorts and they looked nice so I asked how much? Big Mistake!
From the moment I walked in the sales office of the Royal Sunset Cancun I did not feel comfortable. I ended up in a very high-pressured sales office for 6 hours surrounded by about 25 tables with sales people pressuring other customers to purchase the time shares. It was so loud in the office and numbers were being thrown at me like crazy. It was very overwhelming. The first offer was 68 thousand dollars. I kept saying no I was not interested and was bombarded with promises of making $1700.00 a week for the times I would not be able to use the timeshare and was assured that Sunset Group would Buy back my timeshare at full value if I decided to sell. I kept refusing and they kept throwing numbers at me. The price dropped to $16,000 U.S.By the end of 6 hours I was exhausted and just wanted to leave. I handed over my Visa, they charged my account $8000 U.S. And I left there feeling like I made a big mistake.
I returned to Toronto on the 29th of December and decided to log on the computer to read more about the resort and the company. To my Horror I started reading about multiple fraud charges and broken promises regarding Sunset Group. Needless to say I felt sick.
I immediately wrote a cancellation letter exorcising my right to cancel within the 5 day period and sent it to their Miami address on December 31st, 07 by Purolator overnight delivery. I also sent copies of the letter at the same time to Cancun. A couple of days later I received a call from Lily Espinosa from the Cancun Office and I advised her I wanted out of my contract and have my Visa Card credited back. She asked that I send her copies of the letter and the Purolator receipts with proof I sent cancellation within the 5 day cancellation period. I sent the copies immediately to Lily via email and she confirmed they received the letters and she would get back to me.
After several attempts to contact Lily I finally got a hold of her she advised I would have to wait to hear a decision from the Board of Directors who would be meeting on Feb 6th and they would review my request. She promised she would give me a call back on Feb 7th and assured me I should not have a problem in getting my credit card refund.
I did not get a call from Lily on Feb 7th and left several messages for her to call me back. I was finally able to get a hold of Lily on Feb 8th and she advised me I would be credited a full refund on my Visa. I asked Lily to please send me an email with confirmation that I would be getting a refund. I have not received the email from Lily.
Lily asked I contact the Cancun office for follow-up resolution. I have sent two follow-up emails since Feb 9th and have not heard back. I am hoping to get a positive resolution to my issue with Sunset.
I will keep you informed of my progress.
Mary
Toronto, Ontario
Canada
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