Information and Alerts

Alert

In September 2019, BBB Serving New Mexico and Southwest Colorado began investigating Integrity Solutions Group, LLC’s business practices. This investigation was prompted by consumer inquiries and the business’s interest in BBB Accreditation. 

In September 2019, BBB checked the website http://integritysolutionsgroup.org to determine when it was created. The website was created on May 14, 2019.

During the course of our investigation, BBB found that both physical addresses provided by the business as their New Mexico operations addresses appear to be virtual office buildings. During the course of our investigation, Integrity Solutions Group, LLC initially responded to BBB’s inquiries however, they stopped responding to BBB when asked for change of ownership documentation.

BBB Serving New Mexico and Southwest Colorado and Integrity Solutions Group, LLC had several correspondences via email and US postal mail. The list below is a summary of BBB’s inquiries followed by Integrity Solutions Group, LLC’s responses. Some inquiries and responses have been condensed and items redacted. 

October 2019
-Provide BBB with Integrity Solutions Group, LLC operations address. Is 150 Washington Ave, Santa Fe, NM 87501 a current address for Integrity Solutions Group, LLC?

-Please provide copies of your contracts, forms, or other documents that are provided to consumers during the normal course of your business that explains exactly what services you offer to consumers.

-Please include a copy of your refund policy.

Business Response - The address at 233 N Guadalupe St. #720, Santa Fe, NM 87501 is simply our mailing address for our clients. 150 Washington Ave, Santa Fe, NM 87501 is our virtual office. The majority of our business is conducted via our qualification team (sales reps.) and case managers who work remotely throughout the U.S.  Please also see the attachments including our services agreement, refund policy and mission statement. Please do not hesitate reaching out if you have any questions or concerns.

October to December 2019
1. Please provide a detailed description of how the process works. Please include what you do for clients, copies of example letters to timeshare companies, and a full case file example. 
Business Response - We help alleviate the burden of timeshare accounts from our clients. We use our proven processes and strategic communication to assist customers in achieving terminations of their existing timeshare accounts. We do not develop communications for clients until we have fully analyzed the clients’ specific situation. We can’t provide client information; thus, we will not be providing a full case file.
2. Please provide a list of the detailed actions that the client must complete. 
Business Response - Clients are required to forward all correspondence from resorts and also submit correspondence developed by our company to the resorts.
3. Please provide a copy of your fee schedule.
Business Response - A client’s fee schedule depends upon the client, how many timeshares they own and how much they owe to the resort.
4. What is considered a favorable outcome?
Business Response - Ideally, every client would secure a termination of their timeshare account(s).
5. What occurs if a client is not able to obtain all requested documents?
Business Response - If we do not receive the necessary documents from the client within a reasonable timeframe, we send the client a certified letter notifying them we will be forced to place their case on hold until such issues are addressed.
6. To exit their contract, will clients have to pay any additional fees to their timeshare company and/or Integrity Solutions Group, LLC? If so please provide details.
Business Response - In the overwhelming majority of cases, our company successfully secures cancellations for clients without additional fees. In the event that the resort requires a cancellation fee, our company has often agreed to pay such fee.
7. Does Integrity Solutions Group, LLC contact the timeshare company on behalf of client? If so please provide details of this interaction.
Business Response - We do not directly communicate with the timeshare resort.
8. Under what circumstances could/would credit be adversely affected to require credit protection etc.? At what point, if any, do you instruct client to stop making payments on their timeshare?
Business Response - The clients’ credit will only be affected in the event they stop making payments to the resort. Our company NEVER instructs clients to stop making payments to the timeshare companies. Any client choosing to do so does on their own free will and accord without any encouragement from our company.
9. Please provide a list of your third-party associates. Are the separate third-party fees paid to & dispersed by Integrity or are they paid by client directly to the third-party?
Business Response - We are not comfortable providing a list of third-party associates. Our list of third-party associates is every changing. Each third- party associate is thoroughly vetted to ensure that such entity is a good fit for Integrity Solutions Group.
10. Per guarantee, release form is required, is client required to ask for the release form? Please provide a copy of the release form.
Business Response - We will provide the client with a release form in the event that the client either requests or our services did not produce a favorable outcome for the client.

February 2020
1. It is BBB’s understanding that your fees are based on a scale, please include your fee schedule and sliding fee scale. Please provide all fees that are charged to consumers by ISG or on behalf of ISG. Also include a timeline of when fees are charged. 
Business Response - As for #2, most of our sales fall between (redacted), which is based on each client's unique circumstances and the amount of work that will be required.
2. How long can a consumer’s case be placed on hold? If applicable, what occurs when the hold time expires? Can a consumer request a refund instead of placing their case on hold?
Business Response - Clients are always free to request a refund from our company.

February to March 2020
1. BBB needs a clearer understanding of what ISG is offering clients. Please include what you do for clients, copies of example letters, and a full case file from start to finish with the client’s information redacted.
Business Response - I have attached the requested documents.
2. ISG’s previous reply from December 12, 2019, stated that ISG may need to place a case on hold. 
How long can a client’s case be left on hold? If applicable, what occurs when the hold time expires?
Business Response - When a client's file gets placed on hold, we first send them a certified letter notifying them to contact us OR their file will have to be placed on hold.  Their file will remain on hold until they reach out to us again.  This only takes place after several attempts have already been made to contact the client.

March 2020
BBB asked for a timeframe of when fees are charged by ISG. 
1. When do consumers pay ISG?  For example is it at the time of signing contract or after the case is closed.
Business Response - Consumers make their initial payment to ISG at the time of signing.  
2. Why are third-party associates used- what services do they provide?
Business Response - We make clients aware in advance that their credit may be affected.  At that point, the client will be referred to another company to assist them with their credit.
3. Include a timeframe of when third party fees are charged.
Business Response - Third-party fees are charged at the time that the client chooses to sign up for their services.  Their services are optional.
4. What is the size of the Nashville location? Please provide the number of full time employees and the number of part time employees.
Business Response - The Nashville office employs 15 full-time employees.  We do not have any part-time employees.
5. What operations are performed at the Nashville location?
Business Response - Our sales department and our fulfillment center are run out of the Nashville office.
6. What is the physical address for the Nashville location?
Business Response - 503-A Ligon Drive, Nashville, TN 37204
7. Provide BBB with contact information and operations details for any additional Integrity Solutions Group locations within the US or outside of the US.
Business Response - N/A

May 2020
1. ISG requested BBB to remove the address 150 Washington Ave, Santa Fe, NM 87501, but the address remains posted on the website. Please explain why ISG requested BBB remove the address from the BBB Business Profile, and confirm your local addresses. 
Business Response - The company was in the process of being sold.  We have notified the website operator of this disparity and the issue should be resolved.  The current address is 4801 Lang N.E. Suite 110 Albuquerque, NM 87109
2. BBB was provided with the address of 503 Ligon Dr Ste A, Nashville, TN 37204 for Integrity Solutions Group, LLC’s Nashville location. Help 4 Timeshare Owners show as being located at that same address, what is the association between Integrity Solutions Group, LLC and Help 4 Timeshare Owners? 
Business Response - Prior to the company being sold, a small number of employees worked out of the Nashville address.  This is no longer the case. 
3. BBB Business Profile Thacker & Associates, Inc., is listed as Debt Relief Services located at 503 Ligon Dr Ste A, Nashville, TN 37204.  What is the association between Integrity Solutions Group, LLC and Thacker & Associates, Inc.? Is Thacker & Associates, Inc. the business Integrity Solutions Group, LLC uses for consumer referral?
Business Response - There is no association between Thacker & Associates, Inc. and Integrity Solutions Group, LLC.  Thacker & Associates, Inc. once occupied the same office space mentioned in this question.   
4. BBB has not received a clear understanding of why Integrity Solutions Group, LLC would make clients aware that their credit may be affected. Please explain what in Integrity Solutions Group, LLC's process with the client would lead to the consumer's credit being affected.   
Business Response - It is up to the client whether to continue or stop making payments.  If the client elects to stop making payments, their credit could suffer.  This is why Integrity Solutions Group, LLC provides such a notice to customers.
5. Does Integrity Solutions Group recommend their consumers to stop paying their timeshare's maintenance fees or any other timeshare fees?  
Business Response - As stated previously, this decision is entirely up to the customer and Integrity Solutions Group, LLC does not advocate one way or another.
6. Does Integrity Solutions Group consider foreclosure a successful exit?   
Business Response - Every case and every client is different.  For some but not all clients, a foreclosure would represent a successful exit.  It would depend upon various factors related to the client's own situation.
7. Please provide the latest annual revenue statement.   
Business Response - Our accountant has not yet completed an income statement. 
8. The following inquiries arose from a review of your website http://integritysolutionsgroup.org:
Program is backed by a 100% Money Back Guarantee. Please provide copies of text that consumers receive on your 100% Money Back Guarantee, which is received to them prior to signing with Integrity Solutions Group. Provide examples received via print and electronically. 
Business Response - Our refund policy is found in the Service Agreement. 
-Provide a detailed explanation of how the Mortgage Cancellation process works. 
Business Response- Our mortgage cancellation program helps timeshare owners get out of their timeshare when there is an outstanding mortgage on your timeshare property. 
Business Response - We assist the client in disputing the contract, getting the client released from the contract and getting the client released from any debt associated with such contract.
-Please provide two customer references that have used your mortgage cancellation, including all documents and letters used from the beginning to end of the process to include the initial contact with the consumer to the end of the process with copies of release with deed change.
Business Response - Our process takes up to 18 months.  We have not yet been in business 18 months.  Additionally, our privacy policy prohibits releasing sensitive financial information of our clients.  
-The mortgage-free timeshare cancellation program is for paid off timeshares. The program is a different process that must be handled by an attorney based team.
-Who are the attorneys working for your company and what are their state bar identification numbers?
Business Response - This question represents a violation of attorney-client privilege, 
-Explanation of Deed Transfer
Business Response - The deed transfer program is for paid off timeshares, but is not available for all timeshares, specific requirements must be met to qualify for this program.
-What are the specific requirements that must be met to quality?
Business Response - Our company planned to offer this service but never actually performed any such service for any client.  We can adjust the website to reflect this fact.
9. The following inquires arose from viewing of your website http://thetruthabouttimeshareexit.com:
Business Response - This website was part of our research and development efforts and was never widely launched.  

-We offer standardized pricing regardless of what you owe the Timeshare Developer 
-Please provide your Standardized Pricing list.
Business Response - This website was part of our research and development efforts and was never widely launched.
-A+ Rated Integrity Solutions Group is an A+ Rated Company
-Where is the A+ rating held? 
Business Response - This website was part of our research and development efforts and was never widely launched.
-Our team has over 75 years combined experience in the Timeshare industry 
-Provide details of the 75 years combined experience. 
Business Response - This website was part of our research and development efforts and was never widely launched.  
-Always obtain a detailed quote providing a complete breakdown of services provided
-Provide example quotes you have provided to three consumers for each of the programs you offer Mortgage Cancellation, Mortgage-Free Cancellation, Deed Transfer.
Business Response - This website was part of our research and development efforts and was never widely launched.  
-Integrity Solutions Group engages in a thorough vetting and review process before it accepts anyone as a client. 
-Does the client sign a contract with Integrity Solutions Group prior or after the vetting process?
A response was not received to this question.

June 2020
A copy of Integrity Solutions Group, LLC’s purchase agreement.
- To date, BBB has not received a response from Integrity Solutions Group, LLC to BBB's requests for change of ownership documentation.

Based on the information detailed above, BBB cannot state with confidence that we have a clear understanding of the business.

The Federal Trade Commission has several postings on Timeshares, one of them is FTC’s Safety Tips on Timeshares. Additionally for more information on the timeshare exit industry, you can view a BBB study.