Consumer complaint received 2025-03-14 00:00:00
Product: Debt collection — Other debt
Issue: Communication tactics — Frequent or repeated calls
Company: Monterey Financial Services LLC
State: IL

Complaint narrative:
My experience with XXXX XXXX began when I traveled with my husband to XXXX XXXX, Nevada from XXXX XXXX XXXX We stayed at the XXXX XXXX XXXX, located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX NV XXXX. Our vacation was going well, when suddenly we were approached by a salesperson on the street. He was asking us if wed like to attend a presentation, but there were incentives involved. We were promised and did receive a {$100.00} voucher for free gambling at XXXX XXXX and a free dinner at a steakhouse, XXXX. We thought this seemed like a good opportunity, so we decided to go. We first spoke with our sales representative, who gave us a basic rundown of how it was going to go. Then, we finally went to the presentation. 

My initial gut feeling at the presentation was that it was too good to be true. I was very inspired by the potential savings for travel, lodging and flights. It was a very passionate and heartfelt presentation about the value of vacation and family. By the end, I was convinced I could have more vacations at a huge discount. However, I did ask for some time to think about it, and was bluntly told that the price would go up. Afterwards, our sales rep began the paperwork. I was still feeling a bit reluctant, and they seemed to pick up on that. So, they gave me a discount by providing me with XXXX bonus points. I did not fully understand how points worked. For example, how did you get points? What was XXXX XXXX to dollar value? It was all very confusing. This all seemed to be part of their strategy. Before I knew it, I was meeting with a financial woman who took my credit card information. 

Unfortunately, I later found out that many features were exaggerated or embellished. I called to see about flight discounts and there was only a range of $ XXXX difference. I called about booking a vacation and the original phone numbers did not work. The person I was supposed to be my quality assurance representative no longer worked there. I called numerous phone numbers before finally getting in touch with someone. I was told there was a waiting period before I could access the vacations. Then I learned that I had to fly to specific states to be able to get to the vacations for the discounts. I felt as if I had been misled. I was naive and I did not know what details to expect.. The details were in writing and I did not take the time to read over it fully. The sales person said it was so easy to book and enjoy vacations at any time. That was never the case and it was almost impossible to get anything planned. I have not been able to book anything because each time it took days to get in contact with someone. When I did get a live person, they would give me the runaround explaining that that location was not available or I was not at a level to have that vacation. I gave up out of frustration each time. 

The timeshare does not work the way they said it would. It is not as much of a discount, especially for flights. It is very difficult to get in touch with someone to help schedule trips. Booking on-line was impossible because the locations that should have been available would never allow you to click on them. It forced you to call someone and it was extremely difficult to get a person to help. So, the customer service has essentially been non-existent. Not only that, but it has had a pretty substantial effect on my finances. The consistent monthly fee is more than I expected and the maintenance fee was something I did not expect to have every year. The money is going to waste and I will never use the service. I am profoundly angry because I keep forgetting that they are automatically withdrawing the money for something I can not get access to and will never use. What I was promised has not been delivered. For these reasons, I want out! 

Now, they keep trying to collect payment from me because I owe them money. I am now in financial debt because this timeshare lied to me and misrepresented the claims. They said I could settle for {$2000.00} but I can not even afford it. They tell me I have to contact Financial Services and have already sent my account over to a collection agency called Monterey Financial Services. So now, Monterey is harrassing me for payment with endless calls and emails. I've already explained that I can not afford this but Monterey say there's nothing they can do. I'm at a loss here.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation