Primo Management Group, Inc complaints

We would like to address the complaint made by Mr. Appleberry, which contains false claims against our company, PMG. To clarify: Mr. Appleberry has not been a client of PMG since December 2023. At his request and with his full authorization, his account was transferred to an affiliated law firm. Prior to this transfer, Mr. Appleberry spoke directly with his assigned Specialist, who provided a comprehensive explanation of the process, including the firm’s name, what would happen with PMG’s contract, and the steps required to transition to the law firm. As with all client transfers, we ensured that Mr. Appleberry understood the details and provided his informed consent before proceeding. We do not and would not transfer any client account without their explicit authorization and a thorough explanation of the process. Since the transfer, Mr. Appleberry has been in communication with his assigned attorney, who has confirmed that all necessary actions to relinquish his timeshare ownership have been submitted. However, it’s important to note that neither PMG nor the law firm can control the processing time of the resort itself. To assist Mr. Appleberry, all fees associated with this transfer were covered by PMG due to his account’s eligibility. Our manager has also personally explained this situation to Mr. Appleberry multiple times, both via phone and email. Unfortunately, as Mr. Appleberry is aware, he is not eligible for a refund. This has been clearly communicated to him. His account with PMG is no longer active, as he explicitly authorized the transfer to proceed. Today, as a courtesy, we escalated his concerns to his assigned attorney, who will reach out to him directly regarding his options. The law firm’s contact details have already been provided to Mr. Appleberry, and we encourage him to contact them directly for updates. Lastly, we strongly refute Mr. Appleberry’s claims that PMG schemed, scammed, or misled him. Our goal has always been to assist him in terminating his timeshare ownership. The emails exchanged between Mr. Appleberry and his Specialist demonstrate this clearly, as well as his statement that he did not seek a refund but rather the cancellation of his timeshare ownership. We remain committed to transparency and client success, and we take all complaints seriously. While we regret that Mr. Appleberry feels dissatisfied, we stand by the actions we took to support his goals.

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Again, we appreciate and value your communication regarding your case. After a thorough review of your request, we must inform you that you are not eligible for a refund. All updates and correspondence regarding your case will come directly from the assigned law firm handling your account. Regarding your concerns about the law firm's location, management has addressed this matter with you on multiple occasions. We assure you that the law firm does not operate within a pawn shop. The firm has personally contacted you to address this misunderstanding and has provided you with their professional details. If you have any further questions or require additional clarification, please do not hesitate to contact your assigned legal team directly. Respectfully

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Thank you for your continued communication regarding your account with PMG. We appreciate the opportunity to address your concerns once again. After reviewing your case in detail, we would like to provide clarification on the matter of a potential refund. As previously outlined in our final determination, PMG successfully facilitated the opportunity for you to terminate your timeshare ownership, which was confirmed in writing by your resort. This termination option became available to you as a result of our efforts, and it was presented in an official communication from your resort. Prior to engaging with PMG, this termination option was not available to you. The termination process required a one-time fee, as determined by the resort. Please note, as clearly stated in our agreement and communicated to you by your assigned Specialist, PMG does not cover any fees associated with the termination of your timeshare. We have worked diligently to obtain the most favorable resolution possible, including pursuing various options to minimize your financial obligation. However, any fees associated with the termination process must be paid directly to the resort. To summarize the key steps taken by PMG on your behalf: 1. Initial Efforts: PMG engaged the resort on your behalf and obtained a termination option that was not previously available to you. 2. Clear Communication: Your assigned Specialist communicated multiple options to you, including the opportunity to settle with the resort for a reduced fee, as well as alternatives to explore non-payment options. Unfortunately, the resort did not agree to lower the fees associated with the deed-back option. 3. Confirmation of Resolution: In working with Mr. Felsman's resort we have obtained verbal confirmation that with the payment of the fees they will proceed with the termination of his ownership. This is a common practice and one that we have experience in navigating with our clients in spite of the verbiage in the letter that Mr. Felsman mentions. Moving forward with this option would be the most mutual and would result in the termination of the timeshare ownership and absolves Mr. Felsman of any/all obligations to the resort. 4. Final Review: After a thorough review, it has been determined that no refund is due, as PMG has successfully delivered on our services and obligations, and the fees required by the resort are outside of our control. Regarding your recent request for a refund, we must reiterate that, per our agreement and consistent with the explanations provided by your assigned Specialist, PMG cannot cover the fees required to finalize the termination. Our role was to facilitate the termination option, and this process has been successfully concluded from our side. If you wish to proceed with the deed-back process, we are still happy to assist you in completing the necessary steps. However, as previously communicated, any outstanding fees must be settled directly with the resort. We understand this may not be the outcome you were hoping for, but please rest assured that we have taken every possible step to resolve this matter in your favor. If you have any further questions or would like to discuss the next steps, we remain available to assist you during our business hours, Monday through Thursday from 10:00 AM to 5:30 PM EST. Thank you once again for allowing us to work with you. We wish you the best moving forward and remain committed to assisting you in resolving your timeshare matter.

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Thank you for sharing your concerns regarding your account and the steps taken during the resolution process. To address your points, verbal confirmation of your account’s eligibility for the Legacy Program was obtained as part of our final status check with the resort. This confirmation included an understanding of the options available to you at that time. As noted in the survey you completed during your onboarding process, you did not have the opportunity to pursue a deed-back or relinquishment option when signing up with PMG. Instead, the information provided in your survey stated that the sales representative advised you that you could sell, transfer, or rent the property—but not deed-back or relinquish it. While we understand your frustration with the resort’s position, it is important to clarify that PMG works within the options provided by the resort. As you indicated, Westgate Resort has stated that paying the past-due maintenance fees does not guarantee a release from your contract. PMG sought to explore whether a release could be obtained without the payment of these fees. In our experience the payment of the fees and their processing fee will absolve you of ownership.

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