Business Profile

Travel Club

Bluegreen Vacations Unlimited, Inc.

Headquarters

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Complaints

This profile includes complaints for Bluegreen Vacations Unlimited, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,889 total complaints in the last 3 years.
831 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/25/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We thought we were purchasing an ownership that had been sold to us as meeting our location, date, and financial requirements. We believe we were mislead into buying a contract that is basically useless to us. Every time my wife or I said no and tried to leave, the sales representative would prolong the presentation by adding an additional detail. At several points another salesperson would come over to us and add more and more details for us to consider. We were told the points being offered to us were points that another owner had traded in and others that had been grandfathered in, and that these points would be enough to easily book during our availability needs. This was totally untrue because Bluegreen never has any availabilty when we need it, even when we try to use our highly touted bonus time. Nothing is ever available! We specifically expressed interest in the cabins we were shown during the presentation and never even got an answer about those either. My wife and I also feel it was wrong for Bluegreen to describe this timeshare as an investment opportunity. So far, the only investment results we have noticed are negative because our maintenance fees are constantly rising. This was another lie because the salesperson told us they would not rise. Furthermore, we were never informed that we could rent or sell our timeshare which directly affects Bluegreen's claim that our timeshare is tax deductible. We have done our own research online and found that most timeshares are only tax deductible if they meet certain criteria and that most of them can't be sold for profit. We don't understand how it can be sold to a potential owner as an investment, then be told with certainty that it's tax deductible. These were misleading statements and misrepresented issues about what we were purchasing that would have had a major influence on our decision to buy, and we feel they were intentionally left that way to get us to sign a contract.
Business Response
Date: 06/02/2023
June 2, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
*********************************************************

RE: Consumer File No. 20104114

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 25, 2023, regarding the consumer correspondence of ******************************. Thank you for reaching out to ** on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *************************** and ****************************** purchased a timeshare interest with the Bluegreen Vacation Club on August 8, 2019. Mr. and Mrs. ******* timeshare interest confers ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mrs. ******* concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out by telephone and email on May 26,and May 30, 2023, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence, and providing direct contact information. Our Specialist spoke with ***************** by telephone on May 31, 2023, listening to her concerns, apologizing for their experience and offering personalized assistance. ***************** declined, in which our Specialist advised there is no provision for cancellation but offered potential resolution through our mortgage team. ***************** advised she would consider the option. In addition to speaking with ***************** directly, Bluegreen wishes to respond to Mrs.******* concerns through the Better Business Bureau as well.

Mrs. ******* first concern is regarding representations she states were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provides a space for Mr.and ***************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and **************** by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and *****************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mrs. ******* second concern is regarding pressure she states they felt to purchase and the length of the sales presentation. Bluegreen would advise that Mr. and ***************** were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs. ***************** also states the presentation was prolonged. Our sales presentations impart a great deal of information to prospective owners. Due to the volume of information shared during the sales presentation, the time can be lengthy. Moreover, the sales presentation time estimate covers the time for the initial presentation only. This estimate does not include the additional time spent to answer follow-up questions, tour the property, find the Points ownership best suited to a prospective owner, or complete the paperwork for a purchase.

Mrs. ******* third concern is regarding availability to book vacations with their ownership. Mr. and ***************** were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. Additionally, Owner Confirmation Interview Section 4 states that Bonus Time can be reserved from 45 days to two days in advance and is subject to space availability and a two-night minimum fee is required. Section 4 also provides that Bonus Time is only available for use by the **** owner, though guests may accompany the owner. Mr. and ***************** initialed beside Sections 1 and Section 4, indicating they understood that vacations would be based upon availability at the time of confirming a reservation and would be subject to these policies. If Mr. and ***************** want additional information about reserving vacations, we invite them to call our customer service contact center. Our contact center is open six days a week to assist Mr. and ***************** in getting the most out of their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with Mr. and ***************** for as long as needed to provide guidance, answer questions, and book reservations.

Mrs. ******* next concern involves Bluegreen as a financial investment and the ability to resell their ownership. Bluegreen believes we sell a valuable vacation product. Still, the timeshare interest Mr. and ***************** purchased is for their and their familys personal use. Owner Confirmation Interview Section 14 provides that the ownership purchase is for personal use and enjoyment only. Owner Confirmation Interview Section 14 further states the purchase is made neither as a financial investment nor with an expectation of a financial return on an investment. Section 14 also provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. Again, Mr. and ***************** initialed beside Section 14, signifying they agreed the purchase was for personal use and not for investment purposes.In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership, affirms that the purchase is for personal use, and states there is no guaranteed buy-back of the timeshare. Bluegreen refers owners interested in resale to our authorized third-party resale agents. Our Specialist would be happy to provide contact information for these resale agent, if desired. Regarding tax benefits, Section 5 of the Owner Beneficiary Agreement also states that the purchase is not for any possible tax advantages, indicating that Mr.and ***************** should not expect a tax write-off for their ownership.

Mrs. ******* final concern is regarding the maintenance fees for their ownership.Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr.and ***************** initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ******* ownership closely. After reviewing their ownership, Bluegreen finds that Mr. and **************** remain bound to the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation for Mr. and *****************. Should she have any further questions or concerns, ***************** is invited to reach out to our Specialist at the direct contract information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:05/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are filing this complaint against Bluegreen Vacations for their lack of communication regarding our timeshare account. We have attempted to contact Bluegreen Vacations multiple times without success. The customer service representatives have failed to provide any information about our timeshare account and we need an update on the status of our account as soon as possible.This is an important matter that needs to be addressed promptly. We are asking the Better Business Bureau for assistance in helping us get this update from Bluegreen Vacations. We need answers!
Business Response
Date: 06/02/2023
June 2, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
*********************************************************

RE: Consumer File No. 20099609

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 24, 2023, regarding the consumer correspondence of Mr. ************************ Thank you for reaching out to us on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Mr. *********************** and Ms. *************************** purchased a timeshare interest with the Bluegreen Vacation Club on December 12, 2015. ****************** and ***************** then increased their Points interest by purchasing additional contracts on June 4, 2016, December 10, 2016, and June 20, 2019. ****************** and **. ******* timeshare interest confers ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mr. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out to ****************** by telephone and email on May 25, 2023, resulting in leaving messages that we wish to speak with him regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist spoke with ****************** by telephone later that same day, listening to his concerns, advising that there is no provision for cancellation, and informing ****************** of a possible termination due to nonpayment of maintenance fees. In addition to speaking with ****************** directly, Bluegreen wishes to respond to Mr. ******** concerns through the Better Business Bureau as well.

Mr. ******** primary concern is with Bluegreens communication and responsiveness in resolving the issue he has experienced. Bluegreen strives to provide rapid and reliable communication for our owners. Bluegreens policy is to return owners communications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreen received ****************** and Ms. ******* concerns on April 29,2020. In response, our ************* ********************** team contacted ****************** and **************** by telephone and email on April 29, and by email again May 19, June 3, June 5, and June 24, 2020. Bluegreens records indicate further contact attempts and communication with both our ************* ********************** team and our Legal team during 2020, 2021 and 2022. In each of these communications, our representatives addressed ****************** and Ms. ******* concerns and offered assistance with many aspects of their ownership. At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners. Once again, Bluegreen is pleased to respond to ****************** and **************** through the Better Business Bureau.

Bluegreens ************* ********************** team has reviewed ****************** and Ms. ******* ownership closely. After reviewing their ownership, Bluegreen finds that we will not provide the cancellation requested for ****************** and ****************. At this time, however, Bluegreen would advise that ****************** and **. ******* mortgage loans for their timeshare purchases on June 4, 2016, December 10, 2016, and June 20, 2019, have been charged off due to nonpayment on June 17, 2020, and December 3, 2021, respectively. Should ***************** have further questions or concerns, he has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:05/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I saw a booth selling a vacation package on October of 2021. It cost was 399$ which included 3 nights/4 days in the blue green vacation resort in ******* ( where you had to attend a time share sales presentation) where upon sorting through the presentation you were offered $100 gift card, a 3-5 day cruise and a 8 day/7 night resort stay at multiple destinations with the list of destinations included. I have proof ( pictures) of everything that was offered. We purchased the package and traveled to ******** to stay for 3 nights/4 days in the blue green vacation resort and attended the presentation . Received 2 vouchers one for the 3-5 day cruise and one for 8 day/7 night resort stay. First about the resort in ******** we noticed right away that the bed has ticks, after passing them the blood will come all over bed. We asked to be moved to a different building ( the resort has multiple cabin locations) as this one could have infested with ticks. And were told by a night manager absolutely no ( not possible) Second the voucher for the cruise, after calling to book it - I was told it costs 199$ per person, with no cruises between March and September and no 5 day cruises available and nothing from ******* where we live. Third the 8 days/7 nights the advertising poster at blue green vacation booth stated that we have a a choice of ******, ************** and *****. Upon receiving a voucher it costs 100$ non refundable fee plus 199$ per traveler and those destinations were not available. I called blue green and they said - things change, cant help you at blue green call crv I called crv and they said no those destinations are not available and blue green mislead you on purpose. So now after $399 and a promise of a free cruise and free 7 night stay in ****** I have tick bites all over my body, munis 399$ and two vouchers for a cruise and a resort that i cant use. Blue green definitely is a scam. I asked for blue green to refund my $399 pair and was told no.
Business Response
Date: 06/01/2023
June 1, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
***************************************************************************************

RE: Consumer File No. 20099144

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 25, 2023, regarding the consumer correspondence of ******************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is *********************** goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

*********************** records indicate ******************************* purchased a 4-day, 3-night stay vacation package for $299 on October 23, 2021, with a 12-month use period.

Upon receipt of your correspondence advising of ******************** *********************** Experience Specialist reached out to her by telephone and email on May 25, 2023, resulting in leaving messages advising that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Our Specialist spoke with ******************** later that same day listening to her concerns, apologizing for her experience,and providing potential resolution, to which ******************** accepted. In addition to speaking with ******************** directly, Bluegreen wishes to respond to ******************** through the Better Business Bureau as well.

******************** first concern involves her experience with the resort villa that did not meet her expectations. Bluegreen aims to provide beautiful vacations and exemplary customer service for our ********************** **** owners. While special requests for accommodations are never guaranteed at Bluegreen, our resort staff and contact center agents are pleased to assist with any challenges our owners experience with reservations or accommodations. It is standard practice for our team members at resort properties to assist owners during their stays, such as by offering to repair broken items,clean areas needing attention, or move ******************** to another resort villa accommodation if one should be available. *********************** records indicate our resort staff was able to move ******************** to an alternative accommodation during her stay at *********************** ******************* location.

******************** additional concern is regarding the incentives provided, resulting from attending a sales presentation. Bluegreen would advise that a discounted rate is provided for her stay due to the requirement to attend a sales presentation. In addition to the discounted rate for the stay, there are often additional incentives provided. Some of the incentives may be provided at the time of the promotional purchase and others after satisfying the attendance requirement. The terms and conditions of these incentives are not established by Bluegreen. The certificates explain any fees and restrictions for the guest to review prior to activating the certificates.Bluegreen would advise that any concerns regarding availability and use of these certificates should be directed to the third-party vendor listed on the certificate for further assistance since Bluegreen does not service the certificates.

Bluegreen appreciates ************* for bringing her concerns to our attention through the Better Business Bureau, where it could be resolved quickly. During their May 25, 2023 telephone conversation,our Experience Specialist offered ************* a complimentary resort stay for three days and two nights with 18 months to travel. Our Specialist explained reservations and unit types are subject to availability and sent an email to ************** confirming the details of the complimentary vacation offered. Bluegreen believes this resolution effectively addresses Ms.****** concern. Should ************* have further questions, we invite her to contact our Customer Experience Specialist at the direct contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:05/24/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 20098653

I am rejecting this response because: While Bluegreen resorts has beautifully written responses to our concerns they know full well that it is a bunch of LIES! I've read the reviews on them and there are SO MANY people who have been going through the EXACT same situations as we are with them. And yet they continue to be able to do business and lie and cheat people out of their hard-earned money. Its absolutely disgusting that they are able to do this to people, and NO ONE will do anything to stop them.
HERE ARE THE FACTS: They LIED to us about what benefits we would receive with this purchase.
They LIED to us about how they would "personally assist" us through the questions we have and the difficulties with booking ANY time.
They LIED to us and got us to open multiple lines of credit that we DID NOT WANT and DID NOT NEED in order to get ** trapped further into debt with them.
They LIED about being able to easily refinance this (They knew FULL WELL that no bank would refinance this transaction) and they lied about ** being able to rent it out and that they would buy it back if we weren't satisfied.
There is absolutely nothing about this transaction that wasn't a lie. Except for the terrible hardship this has left us with, we have gotten absolutely nothing out of this program.
WE WANT TO BE RELEASED FROM THIS CONTRACT! There is absolutely nothing else you can do or say to change that situation. Your sales representatives LIE to trick people into these contracts, and they you cover it up for them with your "fancy" explanations about how we were free to make this choice. The stress and frustration that is given at these sales pitches is something no one should have to deal with. IF you're a decent, law-abiding citizen, you're STUCK there feeling like the only way out is to sign the contract.
We want to be released from this contract immediately and refunded any money that is due to us. We should be charging YOU for pain and suffering expenses as this has put a tremendous strain on our finances and our marriage. Shame on you Bluegreen!

Sincerely,

***********************
lability. We didn't have the money for the deposit so he opened a line of credit for this. Then since it was the weekend, we couldn't get approval he opened up a credit card. He told ** we could combine the 2 loans with our bank, which our bank said we could not do. We are now paying 2 large monthly payments and two annual fees. ******** gave us his "personal" number which is just the Bluegreen office number, and our calls are never returned. We feel we have been made fools of and are left with a hardship paying for something every month that we can't use. The sales rep intentionally deceived us. He lied and caused ** to take on even more financial debt than needed and we still are not able to use the timeshare as promised. This feels like it should be illegal but they are getting away with this. We want to be out of this contract and no longer involved with this scam of a company
Business Response
Date: 06/01/2023
June 1, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
***************************************************************************************

RE: Consumer File No. 20098653

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 24, 2023 regarding the consumer correspondence of ***************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so that owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Mr. ***************** and **************************** purchased a timeshare interest with the Bluegreen Vacation Club on June 5, 2021. ************ then separately completed an upgrade by purchasing additional Points on November 2, 2021. Due to a mortgage loan charge-off, the purchase contract including ************ is no longer active, so ************ is no longer a Bluegreen owner. *************** remaining timeshare interest confers ownership of ****** Annual Vacation **** Points.

Upon receipt of your correspondence advising of *************** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist attempted to reach ************* by telephone and email on May 24, 2023, leaving messages to notify her that we would like to speak with her further to address her Better Business Bureau correspondence. Our Specialist reached out to ************ by telephone again on May 25 and 31, 2023, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with ************* directly, Bluegreen wishes to respond to *************** concerns through the Better Business Bureau.

************** first concern is regarding availability to book vacations with her ownership. ************* was advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview, Section 3 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from eleven months to two days in advance of the owners travel dates. Section 3 also states that reservations are based on space availability and are not guaranteed until confirmed. ************* initialed beside Section 3, indicating she understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if ************* wants additional information about reserving vacations, we invite her to call our customer service contact center. Our contact center is open six days a week to assist ************* in getting the most out of her Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with ************* for as long as needed to provide guidance, answer questions, and book reservations.

Secondly, ************* is concerned by information she received about using her Points to pay for her maintenance fees. Prior to the charge-off of one of their contracts, Mr. and ************* were Premier Silver members. Bluegreen would clarify as Premier Silver owners, Mr. and ************* had the ability to utilize their Points toward payment of their maintenance fees and Vacation **** Dues if they wished;Premier Silver, Gold, and Platinum owners may elect to use their annual or borrowed Points toward the payment of their maintenance fees and **** Dues instead of paying by credit card, cash, or check. Therefore, the Premier benefit allowing for Points payment of fees was available to Mr. and ************* as Premier Silver owners before their charge-off occurred. Information regarding the exchange amounts for Points to dollars is listed in the Premier Owner Guide and on the Bluegreen website.

*************** third concern is about renting her timeshare. ************ may arrange rentals as a private transaction with friends or family to recoup the cost of maintenance fees for the Vacation **** Points allocated to the rental. However, this transaction is solely between ************* and the renting party. Bluegreen is not involved in the rental process, as stated in the Owner Confirmation Interview at Section 10. Furthermore, Section 10 states the purchase is made neither as a financial investment nor with an expectation of a financial return on an investment. ************* initialed beside Section 10,signifying she agreed the purchase was not for investment purposes. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments states the purchase is not for any possible rent returns.

*************** next concern is regarding attending owner update presentations. ************* states she felt pressure to attend owner update presentations when traveling to Bluegreen resorts and during the presentation, felt pressure to purchase additional Points. Bluegreen would remind ************* that as a deeded owner with Bluegreen, she is not under any obligation to attend owner update presentations when she vacations with Bluegreen if she does not wish to participate. However, ************* is always welcome to attend a presentation should she wish to learn more about her ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation. Our owner update presentations are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. Owner update presentations impart a great deal of information about how to use the ownership, including information about how Vacation **** usage may be enhanced by purchasing additional Vacation **** Points. ************* did not need to consider information presented about purchasing additional Points if she was not interested in expanding her ownership at that time.

************* also states a concern with the Bluegreen-branded Mastercard credit card that is made available to qualifying purchasers to complete the down payment or full purchase price of the Bluegreen ownership. Bluegreen would advise that the application for the credit card is optional, so it is not required as part of the purchase. The credit card is simply one option Bluegreen offers new owners for partial or total payment of their Vacation **** purchase.

Regarding *************** concerns about refinancing her ownership, that financial transaction is between ************* and the financial institution. Nowhere in Bluegreens marketing materials or sales documents does Bluegreen represent that a purchaser may be able to refinance a timeshare purchase. Bluegreen sales agents would not make guarantees of refinancing opportunities or rates, as we would not be the financial institution providing that service to the owner. If she was uncomfortable with the financing terms disclosed at the time of purchase,************* could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, ************* initialed beside Section 10 of the Owner Confirmation Interview, acknowledging that she had not received a commitment of refinance or information to assist with refinance, and that her purchase decision was not influenced by refinancing factors.

*************** next concern is regarding the cost of her timeshare ownership.Bluegreen would advise ************* that the financing terms for her two timeshare contracts were disclosed at the time of purchase. The second page of *************** Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. In addition, the Purchase Proposal includes a breakdown of annual maintenance fees and Vacation **** Dues, as well as loan financing terms. Once again, if she was uncomfortable with the financing terms,************* could have departed the sales presentation without signing any documentation or completing a purchase. Moreover,************* initialed page 1 of her *************** Summary, indicating that she could afford to make all payments connected with the timeshare purchase.

Additionally, ************* is concerned about having personalized assistance for her ownership, and Bluegreen sincerely regrets any difficulty she has experienced in reaching her sales representative. Bluegreen would advise that our customer service team provides personalized account assistance for owners like *************. If ************* wants additional education or assistance with her ownership or reservations, our **** Services team is available and eager to assist.

*************** final concern is regarding representations she states were made during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details in the contract documents. The Owner Confirmation Interview in Section 11 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 11 provided a space for ************ to write any promises or commitments that were important to her purchase decision that are not otherwise covered in writing. ************* completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Terms and Conditions of the Owner Beneficiary Agreement in Section 24 provide that *************, as a purchaser,should not rely on any oral or written representations that are not set forth in the contract documents.

Bluegreens ************* ********************** team has reviewed *************** ownership closely. After doing so, Bluegreen finds that ************* remains responsible under the terms of the purchase agreement and promissory note she executed in connection with her timeshare purchase on November 2, 2021. Bluegreen will not provide the cancellation requested by *************. As referenced above, our records show that the mortgage loan for Mr. and *************** purchase contract completed on June 5, 2021 was charged off due to nonpayment on or around May 15, 2023. At this writing, *************** mortgage loan in connection with her timeshare purchased on November 2, 2021 is currently 120 days past due. Bluegreens ******************* has called, emailed, and sent letters to ************* to advise her of the delinquency and provide an opportunity to bring her loan current. Should ************* elect not to continue mortgage payments, this loan may also be charged off due to nonpayment of mortgage. Should ************* have any further questions or concerns, she has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Business Response
Date: 06/12/2023
June 12, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
*********************************************************

RE: Consumer File No. 20098653

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 24, 2023 regarding the consumer correspondence of ***************************, and ************** rebuttal correspondence received on June 5, 2023. Thank you for reaching out to ** on her behalf to apprise ** of her continuing inquiry.

Upon receipt of your correspondence advising of *************** rebuttal, our ************* ********************** Specialist reached out to ************* by telephone and email on June 7 and June 12, 2023, leaving messages that we are trying to speak with her regarding her rebuttal correspondence. Although we have been unable to speak with ************* directly,Bluegreen wishes to respond to *************** rebuttal through the Better Business Bureau.

*************** rebuttal correspondence further expands on the same concerns stated in her original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated June 1, 2023, on all subjects therein. Bluegreen would also like to respond to the additional concerns in *************** rebuttal correspondence.

*************** first new concern is that she understood that Bluegreen would buy back her ownership if she was not satisfied. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may wish or need to come to an end with the Bluegreen product. Owner Confirmation Interview Section 10 provides that Bluegreen does not offer a formal buyback program. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation.

*************** final concern is regarding pressure she states they felt to purchase during the original sales presentation. Bluegreen sincerely regrets any stress Mr. and ************* may have experienced. However, Bluegreen would advise that Mr. and ************* were not under any obligation to purchase or sign contracts. Our sales teams share a wealth of information about our product, but Mr. and ************* could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs.

Bluegreen desires to be responsive to *************** concerns and resolve this matter. However, Bluegreen remains firm that we will not cancel and release ************* from further financial obligation nor provide a refund. To review, our records show that the mortgage loan for Mr. and *************** purchase contract completed on June 5, 2021 was charged off due to nonpayment on or around May 15, 2023. At this writing, *************** mortgage loan in connection with her timeshare purchased on November 2, 2021 is currently 130 days past due. Bluegreens ******************* has called, emailed, and sent letters to ************* to advise her of the delinquency and provide an opportunity to bring her loan current. Should ************* elect not to continue mortgage payments, this loan may also be charged off due to nonpayment of mortgage.Should ************* have any further questions or concerns, she has the direct contact information of our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation

Customer Answer
Date: 06/15/2023

Complaint: 20098653

I am rejecting this response because The position of Bluegreen does not address the lies that were told to me when we first signed up for the contract. Looking at several reviews on them, I am not the only person who has been exposed to their lies and deception. We were told about specific perks of the program and then a bait and switch was done within the contract. Knowing we are on vacation and will not have the time or means to thoroughly review or have it reviewed by someone who understands their terminology before the cancellation window ends. Not to mention that we had no way of knowing how difficult it would be to use the timeshare until much later (again, after the cancellation window had closed) Your sales representative have grossly misrepresented this product. They lied to us about many options and you accept ZERO responsibility for this misinformation. If we were the only ones to experience this deception, I could understand your lack of concern, however the same circumstances are repeatedly claimed in reviews of your company. Bluegreen needs to acknowledge the wrongdoings by their sales representatives, and they need to release us from this contract. This contract was entered into in good faith and we were completely taken advantage of and intentionally deceived.

Sincerely,

***********************
Initial Complaint
Date:05/23/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 20096353

I am rejecting this response because: They are a company that uses misleading sales tactics in order to get you to sign their contract. It has been virtual money pit in our opinion.

Sincerely,

*********************t communication is conducted in a professional and respectful manner.Regarding the matter at hand, we have serious concerns about the removal of loans ****** and *******. Despite being informed that these loans could be removed, we require clear and concise information from Bluegreen. In addition, the additional fees required to be released from the timeshare are unacceptable, especially since we have had such a negative experience.We expect Bluegreen to provide a clear explanation of our financial obligations and work with us to resolve this matter in a timely manner. We hope that our complaint will remind Bluegreen and other companies of the importance of respecting customers' preferences and conducting business in a professional manner.Thank you for your attention to this matter.*********,**** and *******************
Business Response
Date: 05/26/2023
May 26, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************

RE: Consumer File No. 20096353

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 23, 2023 regarding the consumer correspondence of Mr. ********************** Thank you for reaching out to ** on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so that owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Mr. *************************** and Mrs. ******************* purchased a timeshare interest with the Bluegreen Vacation Club on July 27, 2016. ************************************ subsequently upgraded their ownership interest by purchasing additional Points on June 5, 2017 and July 30, 2019. Mr. and Mrs. ******* timeshare interests confer ownership of ****** Annual Vacation Club Points and Premier Bronze membership.

Upon receipt of your correspondence advising of Mr. ******* concerns, and in accordance with Bluegreens desire to provide each owner with education, resolution, and ongoing service, our ************* ********************** Specialist attempted to reach **************** by email on May 24, 2023 to notify him that we would like to speak with him further to address his Better Business Bureau correspondence. Our Specialist reached out to **************** by email again on May 25, 2023, again advising that we are trying to reach him and providing direct contact information. Although we have been unable to speak with ****************, Bluegreen wishes to respond to Mr. ******* concerns through the Better Business Bureau.

Mr. ******* first concern is that he does not wish to speak with our Specialists by telephone but only wants communication via email. As a result, our Specialist suspended calls to **************** that we usually find helpful in addressing an owners concerns, reaching out by email. However, Bluegreen maintains that our Specialist can provide the best assistance to **************** on a two-way telephone conversation. Our Specialist would be happy to summarize any telephone conversation in writing via email following the telephone call so that **************** will have written documentation for his records, and Bluegreen would advise that another Specialist previously honored Mr. and Mrs. ******* request to communicate in writing, sending an email detailing all available options for their account on March 16, 2023. Although our Specialist has not been able to speak with **************** regarding his Better Business Bureau correspondence, Bluegreen wishes to respond in writing. Please consider this written response to the Better Business Bureau as Bluegreens written response to **************** as well.

Mr. ******* final concern is with the requirement to pay upcoming maintenance fees in order to proceed with the relief our Specialist offered during their March 16, 2023 conversation. Bluegreen would certainly love to have ************************************ retain their ownership, pay the upcoming Maintenance Fees, and enjoy continued usage of their Club points. However, if they are interested in exiting the ownership, the parameters the Specialist offered are accurate and would provide a safe and expedient exit from the Vacation Club. If **************** has any questions about the process or its requirements, our Specialist would need to speak with him by telephone.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ******* ownership closely. After doing so, Bluegreen finds that ************************************ remain responsible under the terms of the purchase agreements and promissory note they executed in connection with their timeshare purchases. Aside from the options reviewed with ************************************ by both telephone and email in March of 2023, Bluegreen will not provide the cancellation requested by ************************************* At this writing, Mr. and Mrs. ******* mortgage loan in connection with their timeshare purchased on July 30, 2019 is currently 117 days past due. Bluegreens ******************* has called, emailed, and sent letters to ************************************ to advise them of the delinquency and provide an opportunity to bring their loan current. Should ************************************ elect not to continue mortgage payments, their loan may be charged off due to nonpayment of mortgage. Our records further indicate that Mr. and Mrs. ******* mortgage loans associated with their timeshare purchases completed on July 27, 2016 and June 5, 2017 were paid in full on July 30, 2019. Should **************** have any further questions or concerns, he has the direct contact information of our **************************************************************************** ***************************************************
Initial Complaint
Date:05/23/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 20096000

I am rejecting this response because:
Mrs. ********,

I hope this message finds you well. I am writing in response to your recent communication regarding the concerns I raised. I would like to address a few points mentioned in your response.

Firstly, I must express my disappointment with the communication and responsiveness from Bluegreen. Despite my clear preference for email communication during the day, I have received no emails or attempts to schedule a call to accommodate my availability. It is disheartening to see that my preferred method of contact has been disregarded, especially considering the significant amount of money I have invested in your services. I expected better convenience and communication from Bluegreen.

Additionally, you mentioned that your ************* ********************** team is dedicated to finding agreeable resolutions for owners' concerns. However, I find it contradictory that my inquiries for additional information have been ignored. I specifically requested clarification on the Assessment Billing and Collection Policy, as it seems to suggest that I should stop making payments. This raises serious concerns, and I believe it is essential for you to provide a clear explanation. Furthermore, I inquired about the exact amount required for release from the organization. I kindly request that you promptly provide me with this information so I can make an informed decision on how to proceed.

Lastly, I would like to address the statement that Bluegreen will not provide the cancellation I requested, despite the fact that you presented me with two termination options. This discrepancy is confusing and concerning. It is essential for Bluegreen to maintain consistency and clarity in its responses to customers.

In light of these issues, I kindly request that you address these concerns promptly and provide the necessary information and clarifications as requested. I believe it is crucial for Bluegreen to improve its communication, responsiveness, and overall professionalism in dealing with owners' concerns.

Thank you for your attention to this matter. I look forward to receiving a prompt and satisfactory resolution.

Sincerely,
********************;
Sincerely,

*******************
the remaining maintenance fees to initiate a specific process. However, I am uncertain about this decision's exact requirements and implications.At this point, I seek clarification on the preferred and ideal course of action. My primary objective is to avoid any negative impact on my credit while permanently resolving the matter. I kindly request a thorough explanation of the options available and their potential outcomes.I would appreciate scheduling a phone conversation with a representative who can provide detailed information to facilitate effective communication and avoid further misunderstandings. We must coordinate a time that ensures both parties are available to avoid missing each other.I trust the Better Business Bureau will handle this complaint with the utmost seriousness and work towards a satisfactory resolution. I look forward to your assistance in addressing these concerns and seeking a fair solution.Thank you for your attention to this matter.Sincerely,*******************
Business Response
Date: 06/01/2023
June 1, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
***************************************************************************************

RE: Consumer File No. 20096000

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 23, 2023, regarding the consumer correspondence of ************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ************************* and ************************ purchased a timeshare interest with the Bluegreen Vacation Club on September 25, 2021. Mr. and *************** timeshare interest confers ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of *************** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out by telephone and email on May 24 and May 25, 2023, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out again by telephone on April 26,2023, leaving a voice message that we are trying to reach ************* and providing direct contact information. At this time, we have not received a response to our contract attempts. Although we have been unable to speak with ************ directly, Bluegreen wishes to respond to *************** concerns through the Better Business Bureau.

*************** first concern is with Bluegreens communication and responsiveness in resolving the issues she has experienced. Bluegreen strives to provide rapid and reliable communication for our owners. Bluegreens policy is to return owners communications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreens records indicate multiple contact attempts from our ************* ********************** team. Our ************* ********************** team began outreach to ************* on January 17, 2022, speaking with her and discussing the status of their accounts. Since then, our team has reached out and spoken to or left messages for Mr. and ************* on December 14 and December 20, 2022; March January 26 and January 30, 2023; February 8 and February 21, 2023; March 3, April 18, and April 19, 2023. At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners.Once again, Bluegreen is pleased to respond to ************* through the Better Business Bureau.

*************** next concern is that she states she received conflicting resolution information from our ************* ********************** team. ********************** would advise that our ************* ********************** team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. Our ************* ********************** Specialist endeavored to provide helpful assistance for ************* during their communications and provided all resolutions available for Mr. and *************** ownership. During their conversations on January 17, 2022, and January 30, 2023, our Specialists discussed with ************* potential resolutions for Mr. and ************* to begin a relief process, which they did not move forward on.On February 8, 2023, our Specialist spoke with ************* again, advising the parameters for the relief offered are not negotiable and that the ownership could be terminated under Bluegreens Assessment Billing and Collection Policy for nonpayment of maintenance fees for several months. We desire to be responsive to Mr. and *************** concerns and resolve this matter. However, Bluegreen believes that our sales documents adequately described the product and services Mr. and ************* were purchasing and gave them the opportunity to cancel in a timely fashion if they so desired. Our Specialist remains devoted to assisting Mr. and ************* with their ownership if they wish to speak by telephone.

Bluegreens ************* ********************** team has reviewed Mr. and *************** ownership closely. After reviewing their ownership, Bluegreen finds that Mr.and ************* remain bound to the terms of the purchase agreement they executed for their timeshare purchase. Bluegreen will not provide the cancellation requested for Mr. and *************. Should she have any further questions or concerns, ************* is invited to reach out to our Specialist at the direct contract information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Business Response
Date: 06/15/2023
June 15, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
***************************************************************************************
RE: Consumer File No. 20096000

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 23, 2023, regarding the consumer correspondence of ************************ and *************** rebuttal correspondence received on June 6, 2023. Thank you for reaching out to us on her behalf to apprise us of her continuing inquiry.

Upon receipt of your correspondence advising of *************** rebuttal, our ************* ********************** Specialist reached out by telephone and email on June 7, 2023, resulting in leaving messages that we wish to speak with her regarding her rebuttal correspondence and providing direct contact information. After multiple email communications, our Specialist scheduled a time to speak with ************* during the following week. Our Specialist reached out and spoke with *************, as scheduled, listening to her concerns, and discussing the relief process that was offered to ************* by our previous Specialist who assisted her. ************* advised that she will contact our Specialist again when she is ready to begin the process. In addition to speaking with ************* directly, Bluegreen wishes to respond to *************** concerns through the Better Business Bureau as well.

Bluegreen desires to be responsive to *************** issues of concern and resolve this matter. However, ************* raises no new issues in her recent correspondence. Bluegreen reiterates the positions described in our earlier correspondence dated June 1, 2023. Bluegreen remains firm that we will not cancel Mr. and *************** ownership. Should she have any further questions or concerns, ************* is invited to reach out to our Specialist at the direct contract information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:05/22/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are writing a formal complaint regarding Bluegreen Vacations. We are not happy with the product that we were sold or the way they go about doing business (through lies and manipulation). We have paid Bluegreen a lot of money and have a zero balance with them, and we are currently trying to cancel our ************** to be told that we have to pay them another almost $900 in NEXT YEARS maintenance fees for a timeshare that we are not using and have no intention on using. The representatives told ** if we dont pay this by the end of the month they are going to tack on additional fees which I dont find fair considering we still are not using it. We want our money back from this greedy company because of the lies that are constantly told to ** by their representatives. -*************************
Business Response
Date: 05/26/2023
May 26, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
***************************************************************************************

RE: Consumer File No. 20091260

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 22, 2023, regarding the consumer correspondence of ******************************. Thank you for reaching out to ** on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ********************** and ****************************** purchased a ********* interest with the Bluegreen Vacation Club on May 26, 2019. Mr. and Mrs.******** ********* interest confers ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mrs. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out to ******************* by telephone and email on May 23, 2023, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Our Specialist spoke with ******************* by telephone on March 24, 2023, listening to her concerns, offering personalized assistance with her ownership, discussing resale information, and providing clarification for a potential resolution. ******************* advised she will further discuss the options with ****************** before making a decision. In addition to speaking with ******************* directly, Bluegreen wishes to respond to Mrs. ******** concerns through the Better Business Bureau as well.

Mrs. ******** first concern is regarding representations she states were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provides a space for Mr.and ******************* to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ****************** by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and *******************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mrs. ******** final concern is that they did not receive a resolution from our ************* ********************** team. ********************** would advise that our ************* ********************** team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. Our ************* ********************** Specialist endeavored to provide helpful assistance for Mr. and ******************* during their communications and provided all resolutions available for Mr. and ********************Bluegreen desires to be responsive to Mr. and Mrs. ******** concerns and resolve this matter. However, Bluegreen believes that our sales documents adequately described the product and services Mr. and ******************* were purchasing and gave them the opportunity to cancel in a timely fashion if they so desired. Our Specialist remains devoted to assisting Mr. and ******************* with their ownership.

Bluegreens ************* ********************** team has reviewed Mr. and ******************* ownership closely. After reviewing their ownership, Bluegreen finds that we will not provide the cancellation and refund requested for Mr. and *******************. At this writing, Bluegreen advises that Mr. and Mrs. ******** contract for their May 26, 2019 ********* purchase has been paid in full. During their conversation,our Specialist spoke to ******************* about possible resolutions and relief that are available to Mr. and *******************. Should ******************* have any further questions or wish to discuss potential resolutions, we invite her to contact our Specialist directly at the contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:05/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a bluegreen vacation a couple of years ago. We booked a stay in Shenandoah and spoke with an agent multiple times who told me that we would be accommodated at the bluegreen resort in a yurt, yet when we received an email to confirm our reservation, we were being put in a best western. Bait and switch of the worst kind.I immediately reached out to customer service and was told there was nothing they could or would do. Also no refund offered. Horrendous customer service and a horrendous company.
Business Response
Date: 06/01/2023
June 1, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
*********************************************************

RE: Consumer File No. 20091190

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 22, 2023, regarding the consumer correspondence of *************************. Thank you for reaching out to us on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate ************************* purchased a four-day, three-night participating partner hotel stay vacation package for $179 on December 11, 2021, with a 12-month use period.

Upon receiving the Better Business Bureaus correspondence advising of Mr.******* concerns, Bluegreens ************* ********************** Specialist reached out to our Customer Experience team to advise of Mr. ******* concerns.Our Customer Experience Specialist researched Mr. ******* account and reached out to **************** by telephone on May 24, 2023, resulting in leaving a voice message that we wish to speak with him regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist also reached out by email on May 24, 2023, advising they are past the 30-day cancellation and refund period, attaching his purchase receipt, offering a complimentary extension, and providing direct contact information. Although we have been unable to speak with **************** directly, Bluegreen wishes to respond to Mr. ******* concern through the Better Business Bureau.

Mr. ******* primary concern is that he requested to cancel his reservation and cancel his vacation package purchase to receive a refund outside of the 30-day cancellation period and less than one month prior to his check-in date for his reservation. Bluegreen would advise that **************** was advised in writing on the purchase receipt of the 30-day cancellation period for his vacation package purchase along with the Details of Participation. In addition, Bluegreen sends an email confirmation with the purchase receipt at the time of purchase. On May 22, 2023, **************** chatted with a Customer Experience contact center agent advising he had received his reservation confirmation but was confused because it stated he was staying at a hotel instead of a yurt on the ******************* resort property in ************, ********. Our Customer Experience agent advised that his confirmation was correct since **************** had purchased a participating partner hotel stay vacation package. **************** stated he was previously told his reservation was for a yurt. Our agent advised **************** that in order to stay at the resort,he would have needed to pay for an upgrade. **************** stated if they were not staying at the resort, he wanted a to cancel the reservation and receive a refund for his vacation package. Our agent cancelled his reservation and advised **************** that his refund request was past the 30-day cancellation period. Our agent also advised again there was no refund available since the package was over two years old and we had already provided multiple complimentary extensions. **************** advised he would not be rebooking and would pursue other avenues to file a complaint since he felt no attempt was being made to rectify the situation.

Mr. ******* other concern is with Bluegreens customer service. ********************** strives to provide receptive, reliable, and speedy communication and service for our owners. Bluegreen regrets that **************** feels he did not receive our characteristic high-quality customer service and communication when speaking with one of our customer service agents. ********************** agents routinely provide helpful information, supportive suggestions, and outstanding service for our owners. We pride ourselves on our professionalism, communication, and support of owners, and Bluegreen views concerns in these areas as opportunities for coaching and improvement. We sincerely appreciate that **************** has provided Bluegreen another opportunity to communicate through the Better Business Bureau.

Bluegreen appreciates **************** for bringing his concerns to our attention through the Better Business Bureau. In the email sent to **************** on May 24, 2023, our Specialist provided **************** a complimentary 12-month extension with a new expiration date of December 11, 2023, which will allow **************** to utilize his vacation package purchase through that date. Bluegreen would advise that the complimentary extension is the only alternative available as there is no option to receive a cancellation and refund. Should **************** have further questions, we invite him to contact our Customer Experience Specialist at the direct contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:05/22/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We sent the following email to Bluegreen a couple months ago and have not received any response.This letter is being sent to you to request the termination of our agreement for the Timeshare we purchased with your company. We do not understand how the expectations set forth by your sales representatives were completely fabricated.They made promises that were impossible to commit to. They misled us into believing that we were investing in property that we could use anytime for vacationing purposes with family and friends. Availability is another reason why we need to end this agreement. We were promised that we would be able to vacation anywhere at any time. We were never told about the maintenance fees and how they spike upwards yearly. That is unacceptable! Your company also told me that I was upgrading my timeshare and come to find out that instead of 1 timeshare, I now have 2 timeshares! What in the world is going on with the leadership of this Company?We asked for rooms to be close together because we had family members coming with us on most vacations. Didnt materialize like the sales representatives stated it could. Some of the appliances were broken during our stay. The elevators were having problems and we had to wait for about 45 mins.Please accept this letter as my resignation from this contract and we would appreciate it if you would refund us all monies invested into this timeshare.We need a response asap. We need this contract agreement canceled asap. Bluegreen needs to reach out to us.
Business Response
Date: 05/26/2023
May 26, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
*********************************************************

RE: Consumer File No. 20089277

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 22, 2023, regarding the consumer correspondence of Mrs. *********************** Thank you for reaching out to ** on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners, members, and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so owners, members, and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ******************** and Mrs. ********************** first purchased a timeshare interest with the Bluegreen Vacation Club on October 4, 2020. Mr. and Mrs.***** then increased their Points interest by purchasing an additional contract on July 6, 2021. Mr. and Mrs. ****** timeshare interests conferred ownership of ****** Biennial Vacation **** Points and ****** Annual Vacation **** Points and Premier Bronze benefits.

Upon receipt of your correspondence advising of Mrs. ****** concerns,and in accordance with Bluegreens desire to provide each member with education,resolution, and ongoing service, our ************* ********************** Specialist reached out to Mrs. ***** by telephone and email on May 22, 2023, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out to Mrs. ***** by telephone again on May 23, 2023, leaving messages that we are trying to reach her and providing direct contact information. On May 24, 2023, our Specialist reached out again by telephone but received no answer. Although we have been unable to speak with Mrs. ***** directly, Bluegreen wishes to respond to Mrs. ****** concerns through the Better Business Bureau.

Mrs. ****** first concern is regarding the communication she has received in addressing her concerns with their ownership. Bluegreen appreciates Mrs. ***** for informing us of her disappointment with the communication they have received from Bluegreens previous ************* ********************** Specialist to assist them. We sincerely regret if Mrs. ***** did not feel their concerns were addressed appropriately by the previous Specialist. Our Specialist called and left voice messages for Mr. and Mrs. ***** on December 8, and December 12, 2023,but was unable to speak with the Clouds about their concerns. We take ownersfeedback seriously and are grateful for an opportunity to review our servicing for any improvement opportunities.

Mrs. ****** also mentions concern with the maintenance fees for their ownership. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr.and Mrs. ***** initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.

Mrs. ****** next concern is regarding their timeshare purchases being separate contracts when they understood the purchases would be combined.Bluegreen offers one type of upgrade where an owner makes an equity trade of the timeshare interests they already own and use that equity as a partial payment toward their new purchase. This equity trade option effectively combines separate purchases into a single contract. However, Mr. and Mrs. ***** purchased an additional contract and did not use equity from previous purchase for that purchase. As a result, they retained their previous separate contract.Mr. and Mrs. ***** initialed next to Owner Confirmation Interview Section 12,where it states that if they made previous Vacation **** purchases that all payment obligations for those purchases are independent and will continue.

Mrs. ****** final concern involves the experiences they had with a resort villa that did not satisfy their requests and accommodation expectations. Mr. and Mrs. ***** requested for the reserved units to be close to one another during their stay. Additionally, Mrs. ***** mentions there was an issue with the resort elevators. Bluegreen aims to provide beautiful resort vacations and exemplary customer service at all of our ********************** **** accommodations.However, the reservation booking system does not allow contact center agents reserving a villa to guarantee a specific floor within the resort. Our contact center agents are pleased to note an owners requests within a reservation, but we are unable to guarantee a particular location based on system limitations and the need to preserve flexibility for resort operations. Moreover, it is standard practice for our team members at resort properties to assist owners during their stays, such as by offering to repair broken items, clean areas needing attention, or move owners to another resort villa accommodation if one was available. We encourage owners to call our customer service contact center about their resort service experiences, as our customer service agents can review the situation and assist with their concerns.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ****** ownership closely. After reviewing their ownership, Bluegreen finds that we will not provide the cancellation and refund requested for Mr. and Mrs. ******** this time, however, Bluegreen would advise that Mr. and Mrs. ****** mortgage loans for their timeshare purchases on October 4, 2020, and July 6,2021, have both been charged off due to nonpayment on December 14, 2022. Mr.and Mrs. ***** are no longer Bluegreen owners. Our Specialist would be happy to provide further information for Mr. and Mrs. ***** if they wish to speak by telephone. Should Mrs. ***** have further questions or concerns, she have the direct contact information for our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:05/16/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We need Bluegreen to provide us with a response regarding our timeshare concerns. We have been trying to get a response from them for some time now and have not heard back.Bluegreen is not providing us with the service we deserve and need, as we have invested significant time and money into our account with them.We are asking for your help in getting a response so that we can discuss our account further.Any assistance you can provide would be greatly appreciated.
Business Response
Date: 05/26/2023
May 26, 2023

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
*********************************************************

RE: Consumer File No. 20064517

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on May 16, 2023, regarding the consumer correspondence of *** ********************** Thank you for reaching out to us on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *** ********************* and Mrs. ***************************** first purchased a timeshare interest with the Bluegreen Vacation Club on August 12, 2013. *** and *************** then increased their Points interest by purchasing an additional contract on June 26, 2013. *** and Mrs. ****** timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Silver membership.

Upon receipt of your correspondence advising of *** ****** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out to ************** by telephone and email on May 22 and May 23, 2023, resulting in leaving messages that we wish to speak with him regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist reach out by telephone again on May 24, 2023, leaving a voice message that we are trying to reach him and providing direct contact information. Although we have been unable to speak with ************** directly, Bluegreen wishes to respond to *** ****** concerns through the Better Business Bureau.

*** ****** primary concern is with Bluegreens communication and responsiveness in resolving the issue he has experienced. Bluegreen strives to provide rapid and reliable communication for our owners. Bluegreens policy is to return owners communications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreen received *** and Mrs. ****** letter on May 14, 2021. In response to the letter, our ************* ********************** team contacted *** and *************** by telephone and email May 26, 2021, and by telephone on June 17, 2021,resulting in leaving messages that we are trying to reach them. Bluegreen also received *** ****** February 1, 2023 email, and our Specialist reached out to ************* by telephone and email on February 2, 2023, and by telephone again on February 9, 2023. Unfortunately, we received no response to our voicemail and email messages and were unable to discuss *** and Mrs. ****** ownership then.At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners. Once again, Bluegreen is pleased to respond to *** and *************** through the Better Business Bureau. We hope *** and *************** will respond to our contact attempts and speak with our Specialist by telephone so that Bluegreen can address their concerns.

Bluegreens ************* ********************** team has reviewed *** and Mrs. ****** ownership closely. At this time, Bluegreen would advise that *** and Mrs. ****** mortgage loan for their timeshare purchase on August 12, 2013, has been charged off due to nonpayment on July 21, 2021. Alternatively,*** and *************** mortgage loan for their timeshare purchase on June 26, 2013,is currently 819 days past due. Bluegreens third-party loan service provider has called, emailed, and sent letters to *** and *************** to advise them of the delinquency and provide an opportunity to bring their loan current. Should *** and *************** elect not to continue mortgage payments, their loan may be charged off due to nonpayment of mortgage. Should ************** have further questions or concerns, he has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation

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