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

1,121 total complaints in the last 3 years.
76 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:07/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
My family was approached by a member of Blue green Vacations when we entered Bass Pro. We were not going to speak with them. A lady who I thought was another patron started speaking with me about normal store stuff then she started her vacation dialogue. She continued her vacation dialogue. We agreed to buy the vacation. In her dialogue she told us we could change the date without charge. We initially set our date for the weekend of November 16th. We decided we wanted to go sooner. I went in to change the date to the weekend of September 14th. When it saved it came up with an amount owed and I needed to call in. I called and was told I owed $49 before reservation could be confirmed. I told them I was told there was no charge and he said yes there is. I asked for a supervisor. Supervisor tells me same thing. I tell him what I was told about no charge. Doesnt matter, thats not the policy. I said I want my money back then. He tells me I am outside the refund policy window so no I cant have my money back. I tell him I was going to contact the BBB and he didnt seem to care. This is ridiculous. I trusted this lady when I gave her my $199. I should have known better. UGH!!
Customer Answer
Date: 07/09/2024
********** Vacation has reach out to me and they have waived the $49 charge for us. We will accept this and consider the matter closed. In the future they need to make sure their people are very clear about charges and if they are not allowed to waive them then they should not tell customers they wont be charged.
Initial Complaint
Date:07/08/2024
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.
To whom it may concern,I received an invitation from ************ Vacations back in 2015, shortly after retiring. My husband and I were enticed to *********, staying at *****************, under the promise that attending a presentation would ***** us a free stay. Little did we know, it was a sneaky sales pitch for timeshares. We thought we were buying a piece of property at the hotel, not some points-based scam. But in the midst of the commotion and noise, we got duped into signing up.The presentation was a farce, like we were in a crowded, cramped workspace. The salespeople hyped it up, making a show of congratulating others for falling into their trap. They promised no blackout dates and abundant availability, but it was all lies.In 2019, they lured us to ******* for an "update presentation," which was just a ruse to pressure us into upgrading to a "full" package. We felt cornered into upgrading to yearly points accrual, even though we couldn't afford it. My husband passed away later that year, leaving me to deal with this financial burden alone. My budget has taken a severe hit, losing $2,000 every month.I've barely used the timeshare, and the one time I did, I got hit with unexpected hidden fees. They charged us for parking at the hotel, even though we were timeshare holders! And when I tried booking a vacation for my grandson, there was no availability, despite their claims of limitless options.Hilton Grand Vacation Club has shattered our dreams, exploiting us to sign up for a fake dream. I demand to be released from this deceptive contract, and I expect some form of refund for all the dishonesty from the very beginning.Sincerely,************************** ******************************** *******************
Business Response
Date: 07/17/2024
July 17, 2024

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

RE: Consumer File No. 21955859

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 8, 2024, 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 our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *************************** and **************************** first purchased a Bluegreen Vacation Club timeshare interest on January 20, 2020. Mr.and *************** subsequently increased their ownership interest by purchasing additional Points on September 5, 2020, and November 28, 2020. *************** advises in her correspondence of **************** passing. Bluegreen wishes to express our condolences to *************** and the ***** family. ***************** timeshare interest conferred 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, ************* ********************** Specialist reached out to *************** by telephone and email on July 9, 2024, 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 her by telephone again on July 10 and July 12, 2024, leaving voice messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with ***************, Bluegreen wishes to respond to ***************** concerns through the Better Business Bureau.

***************** first concern is regarding attending a sales presentation when traveling on promotional marketing stay packages through Bluegreen. Bluegreens provides prospective owners with the full knowledge of the required attendance at a timeshare sales presentation when booking promotional marketing stays. Bluegreen would advise that a discounted rate is provided for their stay due to this requirement. In addition to the discounted rate for the stay, there are often additional incentives provided. Some of the incentives are provided at the time of the promotional purchase and others after satisfying the attendance requirement.Bluegreen would advise that there is no intent to conceal the sales presentation requirement as it is clearly stated at the time of purchase.Moreover, Bluegreen sends email messages at the time of purchase, and again when confirming a reservation, specifically listing all terms and conditions of the purchase including attending the sales presentation and tour during their stay.

**************** second concern is that she states they were told they were purchasing property at a hotel and not purchasing a timeshare. Bluegreen would advise that the Bluegreen Vacation Club is made up of a group of owners who share in the right to access, use, and enjoy vacations at a wide variety of resorts, sites,and amenities owned or operated as Bluegreens exclusive vacation ownership club. The Bluegreen Vacation Club offers owners flexibility as an expansive vacation plan and differs from a traditional timeshare providing only a fixed,deeded one-week interest in a single resort development.

***************** third 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 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provided 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 *************** 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 Mr. and ***************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

***************** next concern is about attending owner update meetings. *************** states they felt pressure to purchase more Points. Mr. and ***************, as deeded owners with Bluegreen, were not under any obligation to attend owner presentations when they vacation with Bluegreen if they do not wish to participate. However, Mr. and *************** were always welcome to attend a presentation if they wished to learn more about their ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation.

*************** also states concern regarding affording her timeshare ownership. Bluegreen would advise *************** that the purchase terms for her timeshare purchases were disclosed at the time of purchase. The second page of Mr. and ***************** Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. If they were uncomfortable with the financing terms, Mr. and *************** could have departed the sales presentation without signing any documentation or completing a purchase.Moreover, Mr. and *************** initialed beside Section 12 of the Owner Confirmation Interview, indicating that they could afford to make all payments connected with the timeshare purchase, that it would not pose an undue financial burden for their family, and that all payment obligations for their previous purchase were independent and would continue.

************** next concern is about the additional charges at the resort during her stay that she believed would be complimentary. Bluegreen advises owners of fees in advance, such as informing owners about maintenance fees at the time of purchase as discussed above. As to fees incurred at Bluegreen resorts, in general these fees result from additional services provided at the resort beyond resort villa accommodations. For example, a resort may charge additional fees if an owner uses valet parking services at a resort property, since these services are not required to stay at the property.

**************** final concern is regarding availability to book vacations with her 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. Mr. and *************** initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. If *************** wanted additional information about reserving vacations, she could have contacted our customer service contact center. Our contact center is open six days a week to assist owners 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 have stayed on the telephone with *************** for as long as needed to provide guidance, answer questions, and book reservations.

Bluegreens ************* ********************** team has reviewed ***************** ownership closely. After reviewing their ownership, Bluegreen finds that we will not provide the cancellation requested for ***************. However, Bluegreen would advise that ***************** mortgage loan for her timeshares purchased on January 20,2020, September 5, 2020, and November 28, 2020, have been charged off due to nonpayment on July 12, 2023, June 14, 2023, and July 12, 2023. *************** is no longer a Bluegreen owner. Our Specialist would be happy to provide further information for *************** if she wishes to speak by telephone. Should *************** have further questions or concerns, she has the direct contact information for our ********************************************************************************* **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/08/2024
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.
I have to say that my experience with Bluegreen Vacations has been nothing short of disappointing. We purchased our timeshare directly from them, only to be bombarded with calls from Pinnacle Recovery, demanding more money. The lack of customer service ********************** has in very disappointing. We have invested over ****** dollars and cannot pay them any more money any longer. We have tried to get a resolution to this..We just want out of this mess. we have no more money to give. We had no knowledge that the prices would go up so high. Honestly I would not recommend anyone to do business with Bluegreen. It's been a complete headache, and wish I never got involved with them in the first place. If looking for a timeshare look elsewhere.
Business Response
Date: 07/16/2024
July 16, 2024

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

RE: Consumer File No. 21955764

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 8, 2024, 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 our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ******************************* and ****************************** purchased a one-year Sampler package with Bluegreen on October 13, 2018. Mr.and ********************* then upgraded to lifetime ownership, purchasing a Bluegreen Vacation Club timeshare interest on March 13, 2019. Mr. and ********************* subsequently increased their ownership interest via equity trade on March 16,2020, and by purchasing additional Points on November 7, 2021. Mr. and ******************** also purchased an additional one-year owner Sampler package on November 26, 2019. Mr. and Mrs. ********* timeshare interests confer ownership of ****** Annual Vacation **** Points and ****** Biennial Points, totaling ****** Points annually and Premier Silver membership.

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, one of our ************* ********************** Specialists attempted to reach ********************* by telephone and email on July 9, 2024,leaving messages to notify her that we would like to speak with her further to address her Better Business Bureau correspondence. Our Specialist and ******************** then exchanged emails on that same date to schedule an appointment time to speak. Accordingly, our Specialist reached out to ********************* by telephone on July 11, 2024, and again on July 12, 2024, 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 her concerns through the Better Business Bureau.

Mrs.********* first concern is regarding collections contact they are receiving. Bluegreen would advise that, per our Assessment, Billing, and Collections Policy,accounts that are past due on maintenance fees and Vacation **** Dues may be sent to outside collections, and our records indicate that Mr. and Mrs.********* maintenance fees have been past due since April 15, 2024.
Mrs. ********* second concern is that she feels Bluegreen does not offer any customer service. ********************** strives to provide receptive, reliable, and timely communication to our owners. Bluegreens policy is to return owners calls and emails promptly and follow through on ownersissues until a satisfactory resolution is reached. Bluegreen regrets that ********************* feels they did not consistently receive our characteristic high-quality customer service and communication. However,our contact center is open six days a week to assist Mr. and ********************* with all their ownership needs. 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 and answer any questions they may have. Bluegreen agents routinely provide helpful information, supportive suggestions, and outstanding service for our owners.

Mrs. ********* third concern is regarding affording their timeshare ownership. Bluegreen would advise Mr. and ********************* that the financing terms for their timeshare contracts were disclosed at the time of purchase. The second page of Mr. and Mrs. ********* Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. However, our records show that Mr. and Mrs. ********* most recent Bluegreen loan was paid in full as of November 29, 2021, so Mr. and ********************* do not have an active Bluegreen mortgage loan at this time. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. The Terms and Conditions of the Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues set forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. 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. Finally,their Purchase Proposal provides a breakdown of annual maintenance fees and Vacation **** Dues. 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.

Additionally, ********************* states their maintenance fees have increased since they purchased. As referenced above, the Terms and Conditions of the Owner Beneficiary Agreement in Section 4: Common Assessment Fees and **** Dues set forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. This billing calculation indicates that maintenance fees will increase as the number of Vacation **** Points owned increases, and Mr. and ********************* have purchased additional Points on two occasions.

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 10c provides that Bluegreen does not offer a formal buyback program and that there are limited secondary market resale opportunities for timeshares. In addition, the Terms and Conditions of the Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaim the investment potential of the ownership and state there is no guaranteed buyback 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.

Mrs. ********* final concern is regarding their request to be released from their ownership. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the Owner Beneficiary Agreement for Mr. and Mrs.********* review. The Owner Beneficiary Agreement states the rescission period on the signature page in bolded text and capital letters immediately above the signature lines where Mr. and ********************* signed to make their timeshare purchase. Mr. and ********************* had a physical copy of the Owner Beneficiary Agreement document in their possession when they left the sales presentation and purchase meeting; therefore, they had an opportunity to read through this document right away after purchasing or later at their leisure. If Mr. and ******************** had doubts about the Bluegreen product or its suitability for their personal vacation needs, they could have promptly reviewed their contract documents during the rescission period and followed the instructions to cancel,if desired. Our Specialist would be happy to discuss this rescission period with ********************* and explain that this is the only time the contract provides for Bluegreen to cancel a purchase. Unfortunately, Bluegreen did not receive a request to cancel from Mr. and ********************* during the rescission period.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********* ownership closely. After doing so, Bluegreen finds that Mr. and ********************* remain responsible under the terms of the purchase agreements they executed for their timeshare purchases. Bluegreen will not provide the cancellation requested by Mr. and *********************. Should ******************** have any further questions or concerns, she has the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/08/2024
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.
In 1998, following a medical procedure that necessitated a stainless Aorta valve and a subsequent pacemaker installation, I encountered BlueGreen for the first time at ************ in December 1998.The investment was portrayed as appreciating in value, with the option to lease, rent, or outright sell the unit. The salesman never mentioned points. The complications started two years later when attempting to reserve, I was informed I didn't have sufficient points. These undisclosed points, not mentioned in the deed, required purchases to use property in the subsequent year. The lack of points or the inability to make early reservations became recurrent, particularly when Platinum level members were granted a 15-month advance reservation. During a sales presentation in *******, the focus shifted to obtaining more points by registering a pet as a Service animal, promising larger rooms and increased points. In 2019, amidst the ******19 pandemic, I faced an unexpected relocation of my reservation from ********** to Pigeon Forge, a move that was not communicated adequately and disrupted my plans.In 2020, I was encouraged to increase my points to ****** to split Platinum into two Gold levels with Platinum perks. Now, in 2023, facing health challenges with the *********************** Medical indicating issues with my Mitral Valve, I attempted to split into two Golds as previously promised. However, the sales team reneged on the deal, citing an arbitrary points increase to ****** for Platinum status and pushing an alternative deal to go Diamond. Further examination of the contract revealed contradictions, specifically prohibiting the use of points to generate income, such as renting out the unit. The introduction of Hilton brought additional concerns, including an immediate $1000 increase in maintenance fees to $7500, with other potential effects yet unknown. Given the discrepancies, broken promises, and changes in policies, I demand immediate cancellation of membership.
Business Response
Date: 07/17/2024
July 17, 2024

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

RE: Consumer File No. 21955319

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 8, 2024, 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 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 our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *********************** and ********************** first purchased a Bluegreen Vacation Club timeshare interest on December 29, 2005. Mr. and Mrs.********** subsequently increased their Points interest by purchasing an additional contract on June 25, 2007. Mr. ********** then solely purchased additional Points on August 2, 2012, as well as an Owner Sampler Membership with the Bluegreen Vacation Club on October 18, 2014, with a one-time allotment of ***** Vacation **** Points available to use for a 12-month period. Mr. **********, with *********************************, then together purchased a contract on November 20, 2015. Mr. ********** solely continued to purchase more Points on December 20, 2018, then rescinded on January 9, 2020, and purchased additional Points again on June 28, 2020, and December 21, 2020. Mr. and Mrs. ********** and ******************** timeshare interests combined confer ownership of ****** Annual Vacation **** Points and Premier Platinum 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 reached out to Mr. ********** by telephone and email on July 8, 2024, resulting in leaving messages that we wish to speak with him regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out again by telephone on July 10, and July 12, 2024,leaving messages that we are trying to reach him and providing direct contact information. Although we have been unable to speak with Mr. ********** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau.

Mr. *********** first concern states that he did not have a sufficient amount of Vacation **** Points.Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. There is no single rightamount of Points. ************ could reserve a wealth of vacations with his initial purchase of ****** Annual Vacation **** Points, and he only expanded his vacation opportunities when he completed additional upgrade purchases. During the years Mr.and ************* and ****************** have owned their combined accounts, they have reserved and personally or through a guest traveled over 70 separate reservations at various Bluegreen resorts for ****** or fewer Points per reservation. As these vacations prove, their ownership offers great vacation opportunities for themselves and their family and friends.

Mr. ***** second concern is regarding availability to book vacations with their 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 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. ************ initialed beside Section 1, indicating he understood that vacations would be based upon availability at the time of confirming a reservation. However, a thorough review of his combined accounts reveals that ************ has a history of over 80 reservations booked or cancelled at many different Bluegreen resorts. If ************ wants additional information about reserving vacations, we invite him to call our customer service contact center.Our contact center is open six days a week to assist ************ in getting the most out of his 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.

Mr. ***** third concern is acquiring more Points to register a pet as a Service animal. Purchasing more Points does not change Bluegreens Pet policy. Bluegreen does not have documentation from the sales site that differs from the contract documents on the subject of traveling with pets to Bluegreen resorts. The Owner Confirmation Interview at Section 7 states that pets are not permitted at any Bluegreen resort, which ************ initialed in agreement. The only animals allowed in Bluegreen resorts are service animals protected by the Americans with Disabilities Act ****** Emotional support animals are not considered service animals by the ****

Mr. ***** next concern is regarding the modification made for his reservation during the ******19 pandemic. As a result of the ******19 pandemic, our operations were interrupted. Bluegreens policy when emergency situations arise is to notify owners and guests with reservations at affected properties regarding the status of their reservations and any other pertinent information. This interruption affected all aspects of our operations and caused significant delays. We sincerely regret any inconvenience that this unprecedented situation may have caused our guests and owners, including ************.

******************* interests to purchase more Points in 2023, Bluegreen first empathizes with the unfortunate circumstances of Mr. ***** health issues that have come about since his timeshare purchase with Bluegreen. However, we would remind ************ that Bluegreens sales proposals can vary and the offers presented to them were only good for that date. Still, ************ is always welcome to attend a presentation should he wish to learn more about his ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation.

As to rentals, the Owner Confirmation Interview Section 14 provides that the ownership purchase is for personal use and enjoyment only. Section *********************************************************************************************************************************** addition, Section 14 provides that commercial rentals are strictly forbidden. ************ initialed beside Section 14, signifying he 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.

Mr.*********** final concern is regarding the increase in maintenance fee 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 **********. 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. ************ initialed next to Section 8, indicating his 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 ************* and ******************** ownership closely. After reviewing their ownership, Bluegreen finds that we will not provide the cancellation requested for Mr. and ************* and ******************. Bluegreen wishes to advise that Mr. and ************* and ******************** contracts for their December 29, 2005,June 25, 2007, August 2, 2012, November 20, 2015, and June 28, 2020, timeshare purchases have been paid in full. Should ************ have any further questions or wish to discuss potential resolutions, we invite him to contact our Specialist directly at the contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/05/2024
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.
I kindly ask for your prompt attention to this matter and request that you confirm the cancellation of my timeshare contract in writing. If you require any further documentation or information from my end to facilitate this process, please do not hesitate to reach out to me via the contact information provided.Please refer to attached letter.
Business Response
Date: 07/15/2024
July 15, 2024

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

RE: Consumer File No. 21945717

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 5, 2024, regarding the consumer correspondence of ******************************* and ************************************. Thank you for reaching out to us on their behalf to apprise us of their 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 March 25, 2008. Mr. and *********************** increased their Points ownership by purchasing six additional contracts on January 24, 2013; November 20, 2013;February 25, 2014; February 7, 2015; September 28, 2016; and May 5, 2021; and through three equity trades on April 4, 2012; March 1, 2017; October 8, 2022. Mr. and Mrs. ********** timeshare interest confers ownership of ******* Annual Vacation **** Points and Premier Diamond benefits.

Upon receipt of your correspondence advising of Mr. and Mrs. ********** concerns,our ************* ********************** Specialist reached out to Mr.and *********************** by telephone on July 8, 2024, resulting in *********************** answering, then immediately after our Specialists introduction, she disconnected the call. Our Specialist immediately followed up by email,advising that we are trying to reach Mr. and ***********************, requesting their availability to speak by telephone, and providing direct contact information. Our Specialist reached out again by telephone on July 10 and July 12, 2024,resulting in leaving voice messages advising we are trying to reach Mr. and *********************** and providing direct contact information. Unfortunately, at this writing we have received no response from Mr. and ***********************. Although we have been unable to speak with Mr. and *********************** directly, Bluegreen wishes to respond to Mr. and Mrs. ********** concerns through the Better Business Bureau.

Mr. and Mrs. ********** first concern is regarding being required to attend owner meetings and encouraged to increase their Points for additional benefits. Owner meetings provide information about how to use the ownership, including information about how Vacation **** usage may be enhanced by purchasing additional Vacation **** Points. Still, Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. Mr.and *********************** did not need to consider information presented about purchasing additional Points if they were not interested in expanding their ownership. However,their purchase history reveals that Mr. and *********************** were interested in upgrading. Moreover, Bluegreen would remind Mr. and *********************** that as deeded owners with Bluegreen, they are not under any obligation to attend owner update presentations when they vacation with Bluegreen using their Points in the future if they do not wish to participate. However, Mr. and *********************** are always welcome to attend a presentation should they wish to learn more about their ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation.

Mr. and Mrs. ********** second concern is regarding pressure they state they felt to purchase, the length of the sales presentation, the incentives offered, and one-time offers. 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. Mr. and *********************** also state the presentation lasted a long time. Our sales presentations impart a great deal of information to prospective and current 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 or current owner, or complete the paperwork for a purchase.Regarding gifts provided for attending or purchasing, these incentives are promotional offers given as a bonus for owners to enrich their vacation experience, but are not intended to create pressure. Regarding one-time offers,we would remind Mr. and *********************** that Bluegreens sales proposals can vary, so the offers presented to them on their dates of purchase were only good for those dates.

Mr. and Mrs. ********** third concern is they state there is a lack of information regarding buyback programs. Bluegreen would remind Mr. and *********************** that they purchased a timeshare ownership that is intended to be a lifetime ownership. Bluegreen would advise that the Owner Beneficiary Agreement Terms and Conditions: Section 1(a) Trust Agreement:indicates that Mr. and Mrs. ********** ownership is intended to be perpetual creating a lifetime of vacations. Bluegreen would also advise Mr. and ********************** that Bluegreen does not offer a formal buyback program. Bluegreen would also advise that Owner Confirmation Interview Section 10(c) ******* indicates that Mr. and *********************** made their purchase for long-term use creating a lifetime of vacations. Mr. and *********************** initialed next to Section 10(c)indicating their understanding that Bluegreen does not offer a formal buyback program and there is a limited secondary market for timeshares. Bluegreen makes no guarantees of providing any potential options for exiting a timeshare ownership. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments states there is no guaranteed buy-back of the timeshare.Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. 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.

Mr. and Mrs. ********** next 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 **********. This billing calculation indicates that maintenance fees will increase as the number of Vacation **** Points owned increases. Moreover,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. Section 8 further states that maintenance fees may vary from year to year as the result of changes in utility costs,taxes, insurance, and other common expenses and fees. 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.

Mr. and *********************** are also concerned about utilizing their Points to offset their maintenance fees. Bluegreen would clarify that as Premier Diamond owners, Mr. and *********************** can utilize their Points toward payment of their maintenance fees and Vacation **** Dues, if they wish. Premier Silver, Gold, Platinum, and Diamond owners may elect to use their annual or borrowed Points toward the payment of their maintenance fees and **** Dues instead of credit card, cash, or check payment.Information regarding the exchange amounts for Points to dollars is listed in the Premier Owner Guide and on the Bluegreen website. Bluegreen understands if Mr. and *********************** have not found this option to be effective for them.However, the option is available to owners should they choose to not use all of their Points for travel in any given year.

Additionally, Mr. and *********************** state they purchased additional Points to invest in their childrens future. Bluegreen would advise that the timeshare interest Mr. and *********************** purchased is for their and their familys personal use and is not intended as an investment or to earn a return on an investment. Owner Confirmation Interview Section 10(d) provides that the ownership purchase is made neither as a financial investment nor with an expectation of making a profit. Mr. and *********************** initialed beside Section 10(d), signifying they agreed that the purchase was not for investment purposes. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and affirms that the purchase is for personal use. However, Mr. and *********************** are able to leave their ownership to their children if they wish. Mr. and *********************** purchased a timeshare interest backed by a deeded piece of real property held in trust by Bluegreen. Their Certificate of Beneficial Ownership is proof of their ownership and Owner Beneficiary Rights. Their Owner Beneficiary Rights may be transferred to their children or any other individual so long as there is no outstanding balance on the ownership at the time of transfer. Once the loan is satisfied, the owner, whether Mr.and *********************** or their heirs, can use the Points to vacation while only being responsible for the annual maintenance fees and Vacation **** Dues. Bluegreen would remind Mr. and *********************** that there is no legal requirement that an owner must pass on a timeshare interest to the owners children, heirs, or designees. Additionally, there is no obligation that an intended recipient must accept a timeshare interest. Mr. and Mrs. ********** children would not be legally required to assume financial responsibility for the ownership if they do not wish to do so.

Mr. and Mrs. ********** next concern is regarding rental of their Points. Bluegreen wishes to advise that commercial rental transactions are strictly forbidden. Mr. and *********************** initialed Owner Confirmation Interview at Section 10(b), which states the purchase was not made with the intent of rental or for the purpose for making a profit or offsetting fees.Furthermore, Section 10(b) has Mr. and *********************** acknowledge that they have not been provided with information to assist with rental. In addition,Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments states the purchase is not for any possible rent returns.

Mr. and Mrs. ********** final concern is regarding affording their timeshare ownership. Bluegreen would advise Mr.and *********************** that the purchase terms for their ten timeshare purchases were disclosed at the time of each purchase. The second page of Mr. and Mrs. ********** Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. If they were uncomfortable with the financing terms, Mr. and *********************** could have departed the sales presentation without signing any documentation or completing a purchase. Mr. and *********************** initialed at the bottom of page two of their Owner Beneficiary Agreement that they had reviewed and agreed to the Purchase Terms. Mr. and *********************** also initialed at the bottom of page one of the Bluegreen *************** Summary & Owner Confirmation Interview,indicating that they could afford to make all payments associated with their timeshare purchase.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********** ownership closely, since receiving their Better Business Bureau correspondence. After review, 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 and release from further financial obligation requested for Mr. and ***********************.Bluegreen would advise that Mr. and Mrs. ********** contract purchased on October 8, 2022, is paid in full. Should Mr. and *********************** have any further questions or concerns, we invite them to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/05/2024
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.
Our experience with Bluegreen Vacations, from the initial enticement of a free 3-day/2-night stay in *******, ********, to the subsequent sales presentations, has been nothing short of deceptive, manipulative, and wholly unsatisfactory. The promises made during the initial offer were a far cry from the reality we faced. The tour and presentation at the *************** at ************************ on October 11, 2021, were characterized by high-pressure tactics, contradictory information, and an utter disregard for our reservations. The signing of the sampler program contract on that day was a result of coercion, deception, and an absence of fair representation. Our attempts to utilize the timeshare's points system were met with complications, limited availability, and a complete betrayal of the promised ease of reservations. The subsequent new owners meeting on November 22, 2021, escalated our discontent, subjecting us to extensive presentations, undue pressure, and deceptive maneuvers to secure another contract, all of which transpired over a grueling five-hour session. The lack of transparency regarding maintenance fees, the absence of information about potential buy-back programs, and the increasing difficulty in securing reservations at desirable locations have contributed to our growing dissatisfaction. Furthermore, the calls about renting our timeshare to out-of-town individuals, coupled with the unfulfilled promises, have only added to our frustration. The mental aggravation and undue stress associated with this timeshare ownership are intolerable, and we categorically refuse to endure the continued burdens imposed upon us. We demand the immediate cancellation of Contract #******* and expect clear confirmation of the cancellation process within a reasonable timeframe.
Business Response
Date: 07/15/2024
July 15, 2024

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

RE: Consumer File No. 21945348

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 5, 2024, regarding the consumer correspondence of ************************** and ***************************. Thank you for reaching out to us on their behalf to apprise us of their 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 our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *************************** purchased a one-year Sampler package with Bluegreen on October 11, 2021. Together with ***************************, she then upgraded to a lifetime ownership, purchasing a Bluegreen Vacation Club timeshare interest on November 22, 2021. The ***** timeshare interest confers ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of the ***** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach the ***** by telephone and email on July 8, 2024, leaving messages to notify them that we would like to speak with them further to address their Better Business Bureau correspondence. Our Specialist reached out to the ***** by telephone again on July 10 and 12, 2024, again leaving messages that we are trying to reach them and providing direct contact information. Although we have been unable to speak with the ***** directly, Bluegreen wishes to respond to their concerns through the Better Business Bureau.

The ***** first concern is regarding representations they state 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 the ***** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. The ***** completed this field by writing Vacations-***************-********-West.Aside from this information, the ***** completed this section by writing none, indicating no additional outside promises or commitments were made by Bluegreen. Furthermore, the Terms and Conditions of the Owner Beneficiary Agreement in Section 24 provide that the *****, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

The ***** second concern is regarding pressure they state they felt to purchase during the sales presentations. Bluegreen would advise that the ***** were not under any obligation to purchase or sign contracts. Our sales teams share a wealth of information about our product. However, the ***** could have left our welcome center on either occasion without purchasing if they felt the Bluegreen product did not suit their vacation needs.

The ***** third concern is regarding availability to travel using ***************************** original Sampler package. ************ was advised during this sales presentation that Bluegreens business operates on a reservation booking window. The Sampler Program 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 an owners travel dates. Section 4 of the Sampler Program Confirmation Interview states that all reservations at Vacation **** accommodations are subject to availability since reservations are not guaranteed until confirmed. Section 4 further states that no reservations may be made for the months of June, July, and August (except at resorts allowing year-round usage) or during certain holidays. ************ initialed beside Sections 3 and 4, indicating she understood that vacations would be based on availability at the time of confirming a reservation and that summer reservations generally would not be permitted.

The ***** also state that their November 2021 sales presentation lasted a long time. 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 purchase paperwork.

The Kylesnext 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. The Terms and Conditions of the Owner Beneficiary Agreement in Section 4: Common Assessment Fees and **** Dues set 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. The ***** initialed next to Section 8, indicating their understanding and consent. Finally, the Purchase Proposal provided a breakdown of fees and Vacation **** Dues. 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.

The ***** also state a concern regarding the absence of information about a buyback program. 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 10c provides that Bluegreen does not offer a formal buyback program and that there are limited secondary market resale opportunities for timeshares. In addition, the Terms and Conditions of the Owner Beneficiary Agreement in Section 5:Purchasers Acknowledgments disclaim the investment potential of the ownership and state there is no guaranteed buyback 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.

The ***** state an additional concern regarding availability to book vacations with their ownership after upgrading from the Sampler package. The ***** were advised during the upgrade presentation that, like the Sampler package, 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. The ***** initialed beside Section 3, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if the ***** 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 the ***** 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 the ***** for as long as needed to provide guidance, answer questions, and book reservations.

The ***** next concern is about receiving unsolicited calls about renting their timeshare. Bluegreen would advise that, because the ***** purchased deeded property that is recorded with the local government, their information becomes part of the public record, so other companies may thereby be able to access it and contact them. Bluegreen always encourages owners to be wary of unsolicited contact regarding their ownership. We would advise that our contact center is open six days a week to assist our owners with any questions or concerns they may have, including providing guidance related to any suspicious contact our owners may receive. Bluegreen would further advise that commercial rental transactions are strictly forbidden. The ***** initialed Owner Confirmation Interview at Section 10b, which states the purchase was not made with the intent of rental or for the purpose for making a profit or offsetting fees. Furthermore, Section 10d states the purchase was made neither as a financial investment nor with an expectation of a financial return on an investment. The ***** initialed beside Section 10b and 10d, signifying they agreed the purchase was not for investment purposes. In addition, the Terms and Conditions of the Owner Beneficiary Agreement in Section 5: Purchasers Acknowledgments state the purchase is not for any possible rent returns.

The ***** final concern is regarding their request to cancel their ownership. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the Owner Beneficiary Agreement for the ***** review. The Owner Beneficiary Agreement states the rescission period on the signature page in bolded text and capital letters immediately above the signature lines where the ***** signed to make their timeshare purchase. The ***** had a physical copy of the Owner Beneficiary Agreement document in their possession when they left the sales presentation and purchase meeting; therefore, they had an opportunity to read through this document right away after purchasing or later at their leisure. If the ***** had doubts about the Bluegreen product or its suitability for their personal vacation needs, they could have promptly reviewed their contract documents during the rescission period and followed the instructions to cancel,if desired. Our Specialist would be happy to discuss this rescission period with the ***** and explain that this is the only time the contract provides for Bluegreen to cancel a purchase. Unfortunately, Bluegreen did not receive a request to cancel from the ***** during the rescission period.

Bluegreens ************* ********************** team has reviewed the ***** ownership closely. After doing so, Bluegreen finds that the ***** remain responsible under the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation requested by the *****. Should the ***** have any further questions or concerns, they have the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/22/2024

Complaint: 21945348

I am rejecting this response because:
We are not satisfied with the response to our complaint.
Sincerely,

*******/ ***********************
Initial Complaint
Date:07/03/2024
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 are filing a complaint against Bluegreen Vacations (BGV) about how they misrepresented the value and flexibility of their timeshare points system to us. We were led to believe that this investment would enhance our ability to vacation comfortably and within our means. However, the reality has yet to be far from what was promised. The restrictions on point usage during peak times, coupled with the unavailability of desirable locations and the pressure to purchase additional points, demonstrate a need for more transparency and customer care.The financial strain this has placed on our family cannot be overstated. Not only are we burdened with a monthly payment that yields no tangible benefits, but we've also incurred additional expenses trying to salvage vacation plans that fell through due to these limitations. This situation is unsustainable and unjust.We seek BBBs help to address grievances with BGV, wanting resolution for misleading sales tactics, financial losses, and inconvenience. Hoping for a fair outcome to move forward without more detriment to our financial well-being and family time. Despite attempts to resolve it directly with BGV, they avoid responding appropriately. Currently, we're losing $230/month, totaling $2760/year, with no benefit. This timeshare is a financial burden; a damaged resort led to lost points and additional expenses for vacations. We'd prefer reallocating BGV funds to a vacation fund for flexibility. Looking forward to your assistance in holding BGV accountable
Business Response
Date: 07/12/2024
July 12, 2024

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

RE: Consumer File No. 21939096

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 3, 2024, 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 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 our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *********************** and ****************************** purchased a Bluegreen Vacation Club timeshare interest on June 24, 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 to ************ by telephone and email on July 5, 2024, resulting in leaving messages that we wish to speak with him regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out to ************ by telephone again on July 8 and July 10, 2024, leaving voice messages 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 his concerns through the Better Business Bureau.

************** first concern is regarding representations he 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 14 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 14 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, indicated 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.

************** second concern states there are limitations when using the Points system. Because Mr. and ************* earn their Points every other year, they can use all their Points in the first year for bookings in any travel season. Alternatively, they can use 50% of their Points in the second year for bookings in any travel season. At the end of the first year of use,any Points over 50% remaining may be saved and rolled over for another year of use through paying an administrative fee. Once Mr. and *************** Points are rolled over, they may be used for an additional year to travel in the Red,White, or Blue Seasons. This information is provided in the Owner Confirmation Interview at Section 2. Mr. and ************* also received for their review a Points Guide advising the number of Points needed for each accommodation. The Points Guide provides helpful information for owners to plan vacations with full knowledge of the times of year and types of accommodations their ownership allows at Bluegreens varied resort properties. If Mr. and ************* want additional assistance with the use of their Points, our customer service contact center is available and eager to assist. Our contact center is open six days a week to help Mr. and ************* get 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 phone with Mr. and ************* for as long as needed to answer questions. These informative calls are an opportunity for Mr. and ************* to receive personalized assistance and individualized care from a Bluegreen agent who can offer professional insights, experienced suggestions, and helpful service.

************** 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 3 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 3 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ************* initialed beside Section 3, indicating they understood that vacations would be based upon availability at the time of confirming a reservation.Furthermore, if Mr. and ************* want additional information about reserving vacations, we invite them to call our customer service contact center.

************** next concern is about their experience at owner meetings. ************ states the owner meeting pressured them to buy more Points. Bluegreen would advise that our owner meetings are designed to answer questions, provide information,and present offers for enhancing Vacation **** ownership. Owner meetings 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. Still, Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. Mr. and ************* do not need to consider information presented about purchasing additional Points if they are not interested in expanding their ownership. Moreover, Bluegreen would remind Mr. and ************* that as deeded owners with Bluegreen they are not under any obligation to attend owner update presentations when they vacation with Bluegreen in the future if they do not wish to participate.

************ then mentions concern regarding affording their timeshare ownership. Bluegreen would advise Mr. and ************* that the purchase terms for their timeshare purchases were disclosed at the time of purchase. The second page of Mr. and *************** Owner Beneficiary Agreement advises the purchase price and financing terms for their contract. If they were uncomfortable with the financing terms, Mr. and ************* could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, Mr. and ************* initialed the second page of the Owner Beneficiary Agreement, indicating that they have reviewed and agreed to the Purchase Terms.

************ also express frustration with Bluegreens communication and responsiveness in resolving the issues they have experienced. Bluegreen strives to provide rapid and reliable communication for our owners. Bluegreens policy is to return owners communications promptly and follow through on ownersissues until a satisfactory resolution is reached. Bluegreen received Mr. and *************** email on April 5, 2024. In response to the email, our ************* ********************** team contacted Mr. and ************* by email on April 8, and April 17,2024. Our Specialist then reached out by telephone on April 23, 2024.Unfortunately, we received no response to our voicemail and email messages and were unable to discuss Mr. and *************** ownership then. At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners.Bluegreen is pleased to respond to Mr. and ************* through the Better Business Bureau. We hope ************ will respond to our contact attempts and speak with our Specialist by telephone so that Bluegreen can address his concerns.

************** final concern is regarding the loss of their Points after cancelling their reservation. Bluegreen would advise there are penalties to cancel reservations when it falls outside our cancellation guidelines. Bluegreen would advise Mr. and ************* have the option to purchase the Points Protection Plan on each reservation although it is not required. The Points Protection Plan is a reservation-specific protection plan, not travel insurance. The Points Protection Plan protects the number of Points that are used for one reservation in the event that cancellation is required. When cancelling a reservation with the Points Protection Plan, the number of Points used for the reservation is returned to the account for use in future reservations and no cancellation fees are charged. If the Points Protection Plan is not selected, Mr. and ************* will pay a cancellation fee if they cancel a reservation outside of Bluegreens guidelines or forfeit the Points used for the reservation. Our Specialist is glad to discuss our cancellation guidelines with ************ if they wish to speak by telephone.

Bluegreens ************* ********************** team has reviewed Mr. and *************** ownership closely. After doing so, Bluegreen finds that Mr. and ************* remain responsible under the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and refund requested by Mr. and *************. Should ************ have any further questions or concerns, he has the direct contact information of our Specialist.

Sincerely,

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

Customer Answer
Date: 07/19/2024

Complaint: 21939096

We disagree with the business response. Yes, we put none under the section that states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. However, Under section 1, in the Owner Confirmation Interview section, it says that our account will take ***** days to activate. And the cancel date on the contract itself allows us to cancel the contract within 5 days. So they are telling us that they wont activate our account for ***** business days but expect people to find out within 5 days that its a scam and to communicate that within that short window? We put none because we had no idea, at that point, that we had been lied to yet.
With the points package we purchased, we cant book anything. You cant roll your unused points from year to year without paying more fees. The salespeople make it sound like you can travel to their exotic resorts, but they fail to tell you you will never have access to them because you dont have the right points package. The solution to everything is to upgrade and purchase more and more points. We dont want to do that. We simply want to use the timeshare the way it was initially sold to us. Everything has been a challenge with Bluegreen. Their customer service is irritating because they just want to get me on the phone and rarely communicate with me via email. If I cant answer their call, whatever concern I send them goes unanswered because they will only address things over the phone, it seems. We have jobs, and we cant just pick up the phone whenever they call us. And I think the curious thing to do is that if someone cant call them back right when they reach out to us, send an email at least addressing our issues. Not just throwing their hands up and saying well, I tried, too bad. No, if I cant answer my phone, its because I am busy, but by no means does it mean my issues no longer exist. We disagree with their response. Thank you for your time and for opening a case for us.
We understand the contract. However, I am fighting the way it was sold to ***** way they allowed their salespeople to lie to us for hours and hours. I am also fighting how poor their customer service is, how they wont address my concerns if I dont pick up their random phone calls during the day. Phone calls throughout the day are difficult, not to mention I prefer to have a paper-trail of all communication.

Sincerely,

*******************
Business Response
Date: 07/25/2024
July 25, 2024

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

RE: Consumer File No. 21939096

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 3, 2024, regarding the consumer correspondence of *********************** and ************** rebuttal correspondence received on July 19, 2024. Thank you for reaching out to us on his behalf to apprise us of his continuing inquiry.

Upon receipt of your correspondence advising of ************** rebuttal, our ************* ********************** Specialist reached out to ************ by telephone and email on July 22, 2024, resulting in leaving messages that we wish to speak with him regarding his rebuttal correspondence and providing direct contact information. Our Specialist reached out to ************ by telephone and email again on July 24, 2024, 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 his concerns through the Better Business Bureau.

************** rebuttal correspondence expands on the same concerns stated in their original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated July 12, 2024, on all subjects therein. In addition, Bluegreen would like to respond to the additional concern in ************** rebuttal correspondence.

************** rebuttal mentions concern regarding the rescission period for cancelling their timeshare purchase. ************ expresses frustration that the rescission period expired briefly after purchasing their timeshare and before their account was fully activated. Bluegreen would advise Mr. and ************* that they were provided the state of ******** statutorily required rescission period of five days. During that period, Mr. and ************* had physical copies of their Owner Beneficiary Agreement and Owner Confirmation Interview in their possession. Mr. and ************* had every opportunity to read through these materials right away after purchasing or later at their leisure.If Mr. and ************* had any doubts about the Bluegreen product or its fit for their personal vacation needs, they could have promptly reviewed the contract documents provided. Although Mr. and *************** account *** not have been active online, Mr. and ************* did have the opportunity to call our customer service contact center during the five days to research availability and get more information about their timeshare purchase. Our contact center is open six days a week to assist Mr. and ************* and provide expert guidance and answer all their questions.

Bluegreen desires to be responsive to Mr. and *************** issues of concern and resolve this matter. However, Again, Bluegreen reiterates the positions described in our earlier correspondence dated July 12, 2024. Bluegreen remains firm that we will not cancel and refund Mr. and *************** ownership. Should ************ have any further questions or concerns, he has the direct contact information of our Specialist.

Sincerely,

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

Customer Answer
Date: 07/30/2024

Complaint: 21939096

I disagree with the businesss response. I understand that the state has a rescission period, and that is what Bluegreen is acting on. However, issues occur along the way, and the business made a mistake. Regardless of the rescission period, they need to have some process in mind for situations like this. They cant just keep people who have had issues with the timeshare stuck in the timeshare for the rest of their lives because the rescission period has expired. Yes, we could have canceled within that timeframe, but the real issues hadnt occurred within five days of the ownership.

For example: We purchased the timeshare in June of 2021. They gave us another "free" vacation in October of the same year so that we could come back and they could "go over how to use our points, etc.". This was another three-night, four-day vacation, but at an "inland" resort (something I would never request). Well, the meeting to "help us understand" turned out to be nothing but a pressure session to purchase more points. At that point, how would we know within five days that we would be pressured to buy more and more points every time we tried to use the timeshare? Mind you, we hadn't used the initial points, nor had we even entertained the idea of "going on vacation" because (like we said in the beginning) we simply don't have THAT much time to dedicate to vacations. The first guy pressured and pressured and pressured until I finally told him. "Look. I'm not purchasing anything until I've had a chance to use my initial point allotment." He got all bent out of shape and went to get an upper-level salesperson. She hit us with the "This deal is only good for today, a ONE-TIME ONLY opportunity." By this point, I was ultimately done with BlueGreen and their sales representatives. I told her/them, "I'll take my chances. We're not spending another dime today." This was yet another 2-hour session, resulting in me having zero respect for BlueGreen and their representatives. That vacation was nice enough (2-room suite, balcony, etc), but that's where the pleasantries ended.

And in regards to your representative, *************************, calling us, I didnt answer simply because I am often busy during the day and I am not always available to answer my phone. That is another frustrating part of Bluegreen. You will have someone call anytime I send something, and they will call a few times. If I dont answer, the case is closed, and the situation is not addressed because I didnt answer my phone. If I dont answer, its because I am busy, not because my issues are resolved, and I still do want a response, and the least that representative could do is send me a follow-up email saying something other than I've attempted to contact you. Its a bit fishy that Bluegreen hasnt addressed anything over email until now.

Our issues still need to be resolved with Bluegreen. We are still asking Bluegreen to reconsider releasing us from our timeshare. I think that would benefit both parties because we do not want that timeshare. Due to all of the issues we have had. In return, they wouldnt have an unhappy customer, and they could sell it to a new owner and hopefully do it right without letting their salespeople lie and give false expectations of what theyre getting into. But by no means is the timeshare worth any money we have paid into it. Thank you, Better Business Bureau, for your help

Sincerely,

*******************
Initial Complaint
Date:07/02/2024
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.
I started to have discussions with ******************************* back in December. At first she was very communicative and helpful and she convinced me she would help me cancel my contract due to my health issues. My understanding was that our contract was to be canceled,and we would receive a refund. However, upon reviewing the paperwork, it seems that we were being asked to enter into a new contract resembling the one canceled in March 2024. She said the first step would be to cancel my last contract and once that was complete she would help me with the remaining contract. I had reservations about returning to a contract that we were encouraged by the sales rep to cancel for its perceived inadequacies. ******** assured me this was just a formality. Once the first step was complete ******** disappeared.
Business Response
Date: 07/12/2024
July 12, 2024

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

RE: Consumer File No. 21932695

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 2, 2024, 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 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 our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ************************* and ************************************ purchased a Bluegreen Vacation Club timeshare interest on March 23, 2016. Mr.and ***************** subsequently upgraded their ownership interest by purchasing additional Points on June 15, 2016, and by completing equity trades on February 5, 2018, and March 11, 2023. Mr. and Mrs. ******* 2023 equity trade purchase was later cancelled, reverting the ******* account back to their previous level of ownership. At this time, Mr. and Mrs. ******* timeshare interest confers ownership of ****** Annual Vacation **** 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, one of our ************* ********************** Specialists attempted to reach **************** by telephone and email on July 3, 2024, leaving messages 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 telephone and email again on July 5, 2024, again leaving messages that we are trying to reach him and providing direct contact information. **************** replied by email on July 9, 2024, requesting an appointment time to speak. Accordingly,our Specialist spoke with **************** on July 9, 2024, listening to his concerns, reviewing the status of his ownership, and offering to conduct additional research due to his concerns about the outstanding mortgage loan balance on the account. In addition to speaking with **************** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

Mr. ******* first concern is that he is unable to use their ownership due to a change in his health, which has affected his ability to travel. Bluegreen would like to thank **************** for his military service and his commitment to our country. Bluegreen empathizes with the unfortunate circumstances of Mr. ******* health issues that have come about since the ******* purchased with Bluegreen. We understand that **************** is unable to travel in his current health condition. Generally, illness and health concerns are not a sufficient basis for cancellation of a Bluegreen contract, as Bluegreen is of the opinion that the owners other family members, friends, and personal contacts remain able to utilize the ownership even as one of the primary owners travel is affected. Still, Bluegreen appreciates **************** for sharing the health challenges affecting him and sends wishes for his good health and recovery.

Mr. ******* second concern is regarding their understanding that, once their March 2023 contract was canceled and their contract from February of 2018 was reinstated, which was previously equity traded during the upgrade process, the remaining contract would also be canceled. Our records indicate that Mr. and Mrs. ******* contract cancellation process began in December of 2023, and our Specialist advised **************** on December 20, 2023, that the cancellation was approved. However, our records also indicate that the cancellation approved was for the March ********************** December 2023, Mr. and ***************** completed all the paperwork necessary to finish the downgrade and reinstate their prior contract, acknowledging in Section 1 of the Owner Confirmation Interview that they were executing a new Owner Beneficiary Agreement for the downgraded contract.

Mr. ******* final concern is with the communication and response he and ***************** received from Bluegreen during the cancellation process. Bluegreen strives to provide receptive, reliable, and timely communication to our owners.Bluegreens policy is to return owners calls and emails promptly and follow through on owners issues until a satisfactory resolution is reached. Our records show that Mr. and ***************** last received an update from the Specialist assisting with their cancellation on June 6, 2024. Bluegreen regrets if Mr. and ***************** did not consistently receive our characteristic high-quality customer service and communication when seeking updates during the cancellation process. 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.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ******* ownership closely. After doing so, Bluegreen finds that Mr. and ***************** remain responsible under the terms of the remaining purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and refund requested by Mr. and *****************. At this time, Mr. and Mrs. ******* mortgage loan associated with their timeshare purchase contract completed on December 22, 2023, is 113 days past due.Bluegreens ******************* has called, emailed, and sent letters to Mr.and ***************** to advise them of the delinquency and provide an opportunity to bring their loan current. Should Mr. and ***************** elect not to continue mortgage payments, their loan may be charged off due to nonpayment of mortgage.However, Bluegreen would clarify that Mr. and Mrs. ******* mortgage loan balance is still being researched at this time, and our Specialist will reach back out to **************** to provide updates. Should **************** have any further questions or concerns in the meantime, he has the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/02/2024
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.
Better Business Bureau We have a complaint with the timeshare company Bluegreen Vacations. The Bluegreen salespeople are manipulative and use unethical tactics in their sales. We were further manipulated into purchasing an upgrade that increased our expenses without the promised resolutions to the first contract purchased.We have not received any of the timeshare ownership benefits promised, instead only incurred unexpected expenses and frustration. A timeshare is not an investment nor have the locations and accommodations been the resort quality as listed and shown at the sales presentations.We have made multiple attempts to speak to Bluegreen and have notified them in writing. The first contract we have paid in full. The upgrade is not paid off. We were offered the opportunity to cancel the paid contract, but we have to pay the maintenance fees for BOTH contract and an additional 18 months of fees. When we asked to have a breakdown of the maintenance fees for each contract separately they refused. The excuse is that it's less expensive for us. How are they allowed to collect money and not account for where those fees are applied?We want our contracts canceled the the upgrade purchase refunded to ********************************* Member # *********** ****************************** ***** ************** or ************* **************
Business Response
Date: 07/11/2024
July 11, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
*************************************************************************************************************
RE: Consumer File No. 21932274

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 2, 2024, regarding the consumer correspondence of *************************** and ************************. Thank you for reaching out to us on their behalf to apprise us of their 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 ************************ first purchased a Bluegreen Vacation Club timeshare interest on January 31, 2005. Mr.and *************** then enhanced their Points ownership through multiple equity trades and by purchasing additional contracts on April 9, 2005, April 20, 2006,October 12, 2008, July 27, 2009, January 19, 2010, October 30, 2010, March 26,2011, July 16, 2011, July 2, 2012, August 1, 2015, April 7, 2016, August 6,2016, August 23, 2017, March 5, 2020, May 7, 2022 and on August 23, 2023. Mr.and *************** also purchased an Owner Sampler Membership with the Bluegreen Vacation Club on October 26, 2009, with a one-time allotment of ***** Vacation Club Points available to use for a 12-month period. Mr.and Mrs. ****** timeshare interests confer ownership of ******* Biennial Vacation Club Points, ***** Annual Vacation Club Points and Premier Diamond membership.

Upon receipt of your correspondence advising of Mr. and Mrs. ****** concerns, our ************* ********************** Specialist spoke with Mr. and *************** by telephone on July 3, 2024, listening to their concerns,apologizing for their experience, and discussing a responsible exit as a resolution.Our Specialist also discussed a title change as a possible option. In addition to speaking with Mr. and *************** directly, Bluegreen wishes to respond to their concerns through the Better Business Bureau as well.

Mr. and Mrs. ****** first concern is regarding representations they state 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 11 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents.Section 11 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 *************** completed this field 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.

Mr. and Mrs. ****** second concern is regarding attending owner update presentations. Mr. and *************** state they felt pressure to purchase additional Points. Bluegreen would remind Mr. and *************** that as deeded owners with Bluegreen, they are not under any obligation to attend owner update presentations when they vacation with Bluegreen if they do not wish to participate. However, Mr. and *************** are always welcome to attend a presentation should they wish to learn more about their 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 Club ownership. Owner update presentations impart a great deal of information about how to use the ownership, including information about how Vacation Club usage may be enhanced by purchasing additional Vacation Club Points. Mr. and *************** did not need to consider information presented about purchasing additional Points if they were not interested in expanding their ownership.

Mr. and Mrs. ****** third concern is regarding benefits that they state, they have not received. Bluegreen believes that all Vacation Club Points are valuable;however, by upgrading to a Diamond ownership, Mr. and *************** will receive additional benefits with their ownership. As Premier owners, Mr. and *************** can utilize the Premier Wait List benefit, Points for payment of maintenance fees, increased Bluegreen Rewards, and discounted Bonus Time rates on presidential units. Bluegreen appreciates Mr. and Mrs. ****** patience as we continue to roll out the Premier Diamond membership. Mr. and *************** can expect to see more new and exciting benefits to come that will enhance their vacation ownership experience. Bluegreen offers a lifetime ownership and understands that our owners may go through difficulties or disagree with certain changes that must be implemented as we adapt to industry changes and consumer preferences. Bluegreen continues to evolve because the way people vacation has changed, and Bluegreen always aims to deliver the latest innovations and offerings for our owners. Our Specialist is glad to discuss our ownership guidelines with Mr. and *************** should they have any further questions or concerns.

Mr. and Mrs. ****** next concern is regarding increases in their maintenance fees and unexpected expenses. Bluegreen would advise that maintenance fees are detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and Club Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. Moreover,Section 4 also 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 Club Dues are owner obligations calculated based on the number of Vacation Club Points owned. In addition, Section 8 states that maintenance fees may vary from year to year as the result of changes in utility costs, taxes, insurance, and other common expenses and fees. Mr. and *************** initialed next to Section 8, indicating their understanding and consent to maintenance fees. 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.

Mr. and Mrs. ****** next concern involves experiences with resort locations and villas that did not meet their expectations for resort accommodations.Bluegreen aims to provide beautiful vacations and exemplary customer service for our ********************** Club 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 Mr. and *************** to another resort villa accommodation if one was available. We encourage Mr. and ************** to call our customer service contact center about their resort service experiences, as our customer service agents can review Mr. and Mrs. ****** situation and assist with their concerns appropriately.

Mr.and Mrs. ****** final concern is with the requirement to pay upcoming maintenance fees in order to proceed with the relief our Specialist offered in their April 2024 conversations. Bluegreen would certainly love to have Mr. and ************** 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 that our Specialist provided during their conversations in April 2024 and reiterated with Mr. and *************** on July 3,2024, are accurate and would provide a safe and expedient exit from the Vacation Club. Should Mr. and *************** have any questions about the process or its requirements, they have the contact information for our Specialist.

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 agreements and promissory note they executed for their timeshare purchases. Bluegreen will not provide the cancellation and refund requested for Mr. and ***************. Bluegreen wishes to advise that Mr. and Mrs. ****** contract for their May 7, 2022, timeshare purchase has been paid in full Should they have any further questions or concerns, Mr. and *************** are invited to reach out to our Specialist at the direct contract information provided.

Sincerely,

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

Customer Answer
Date: 07/15/2024

Complaint: 21932274

I am rejecting this response because: We want our ownership canceled, not excuses.

Sincerely,

***********************
Initial Complaint
Date:07/02/2024
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.
I am writing to express my disappointment and frustration with our Bluegreen timeshare ownership experience since December 30, 2017. Upon arriving at the Bluegreen resort in *********, we were given breakfast with mimosas and shown the property and rooms. Despite stating that we were not interested in purchasing a timeshare due to financial obligations, the sales representative persisted, lowering the amount to entice us. Only after our repeated refusals did her attitude change, becoming visibly unhappy.We were tempted with offers like a 7-day Royal Caribbean certificate and assured that selling the timeshare would be easy. However, after returning home, we discovered crucial contract details were not adequately explained, and the cancellation period had passed. When I contacted Bluegreen about selling the timeshare back, I was met with laughter and a dismissive response, reinforcing our belief that we had been misled. Serving alcohol before signing contracts is illegal.Since becoming Bluegreen timeshare owners, we have faced numerous challenges. We have paid substantial maintenance fees and mortgage payments for a property we have used only once. The availability of accommodations through Bluegreen and the *** exchange program has been severely limited and requires booking well in advance. Additionally, maintenance fees have consistently exceeded what we were originally informed.We feel deceived and misled into entering this timeshare agreement. Our expectations of an enjoyable vacation ownership experience have been shattered, and we are burdened with financial commitments that have harmed our financial stability. We implore you to review our situation and take the necessary actions.Sincerely, *************************** / ***********************
Business Response
Date: 07/12/2024
July 12, 2024

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

RE: Consumer File No. 21931434

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 2, 2024, regarding the consumer correspondence of ************************** and **************************** (name shows on contract documents as ***************************). Thank you for reaching out to us on their behalf to apprise us of their 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 our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *************************** and **************************** purchased a Bluegreen Vacation Club timeshare interest on December 30, 2017.Mr. and ***************** timeshare interest confers ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and ***************** concerns,and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach Mr. and *************** by telephone and email on July 3, 2024,leaving messages to notify them that we would like to speak with them further to address their Better Business Bureau correspondence. Our Specialist reached out to Mr. and *************** by telephone again on July 5 and 8, 2024, again leaving messages that we are trying to reach them and providing direct contact information. Our Specialist then received a telephone call from the Lewises and made an additional attempt to reach them by telephone on July 10, 2024, leaving an additional message. Although we have been unable to speak with Mr. and ************** directly, Bluegreen wishes to respond to their concerns through the Better Business Bureau.

Mr. and ***************** first concern is regarding pressure they state they felt to purchase during the sales presentation, and regarding being offered a lower price than originally quoted. Bluegreen would advise that our sales teams routinely work with potential owners to find a vacation package that best suits their travel needs and budget. Therefore, it is possible that Mr. and *************** were originally offered a larger Points package and then presented with a smaller package that better fit their financial and travel needs. However, 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.

Mr. and ***************** second concern is regarding the promotional trips that they received as a bonus for their purchase. At the time of a purchase, promotional gifts may be provided to new and upgrading owners, including certificates from our exchange partner RCI, cruise vacation certificates, or certificates for other resort or hotel stays. These vacation certificates are given as incentives for new owners to use without needing to utilize their Vacation **** Points to take a vacation, but they are not intended to create pressure to purchase.

Mr. and ***************** third concern is regarding the ability to resell their ownership. 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 14 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, the Terms and Conditions of the Owner Beneficiary Agreement in Section 5: Purchasers Acknowledgments disclaim the investment potential of the ownership and state there is no guaranteed buyback 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.

Mr. and ***************** next concern is regarding the details of their contract, which they feel were not fully reviewed with them. Bluegreen attempts to abbreviate the lengthy sales process by summarizing the most pertinent details of the ownership during closing and in the Owner Confirmation Interview. If Mr. and *************** wanted additional time to review the full purchase documentation before signing, they were free to request more time with the documents from a Bluegreen representative before executing the purchase paperwork. In addition, if they needed any further explanation of any terms, they were free to ask questions and request additional information before executing the contract. As Mr. and *************** may have experienced with other contractual purchases like houses or automobiles,these contracts routinely include legal description and terminology that consumers can review to their personal comfort level. However, as with any contractual purchase they might make, it is Mr. and ***************** responsibility to review their contract documents for understanding and request clarification as needed.

Mr. and *************** also have a concern regarding representations they state 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 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents.Section 13 provided 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 *************** 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 Mr. and ***************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. and *************** next state a concern with being served alcohol prior to their sales presentation while at Bluegreen **** 36. Bluegreen would advise that it is not standard practice to serve meals or alcohol at our sales centers, and Bluegreen **** 36 does not have an on-site bar or restaurant.Bluegreen would additionally advise that Bluegreen provided Mr. and *************** the days following the purchase date as their statutory rescission period to review their contract at their leisure and cancel, if desired, or if Mr. and *************** were uncomfortable with the circumstances on the day of their purchase or the terms of the purchase.

Mr.and ***************** next 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 eleven 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. Mr. and *************** initialed beside Section 1,indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, 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.

Mr. and *************** also state a concern about the availability of properties in the Resort ************************** (RCI) exchange network. Bluegreen would advise that the benefits and use of RCI to exchange Bluegreen Vacation Club Points for vacations at other destinations were discussed at the time of Mr. and ***************** purchase. These terms were also detailed in Mr. and ***************** contract documents. The Owner Confirmation Interview in Section 5 states that RCI is a separate company from Bluegreen with its own availability, and that exchanges with RCI have fees associated with each exchange transaction.

Mr. and *************** state an additional concern that maintenance fees have increased. The Terms and Conditions of the Owner Beneficiary Agreement in Section 4: Common Assessment Fees and **** Dues set forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Section 4 further provides that Bluegreen has the right to increase or decrease fees from time to time. Bluegreen would remind Mr. and *************** that maintenance fees for the timeshare ownership can increase or decrease just as expenses for a car or home can fluctuate during the time of ownership.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 prepayments before the maintenance fee bill is due.

Mr. and ***************** final concern is regarding affording their timeshare ownership. Bluegreen would advise Mr. and *************** that the financing terms for their timeshare contract were disclosed at the time of purchase. The second page of Mr. and ***************** Owner Beneficiary Agreement 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. If they were uncomfortable with the financing terms, Mr. and *************** could have departed the sales presentation without signing any documentation or completing a purchase. Moreover,Mr. and *************** initialed beside Section 12 of the Owner Confirmation Interview, indicating that they could afford to make all payments connected with the timeshare purchase and that it would not pose an undue financial burden for their family.

Bluegreens ************* ********************** team has reviewed Mr. and ***************** ownership closely. After doing so, Bluegreen finds that Mr. and *************** remain responsible under the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation requested by Mr. and ***************. Currently, Mr. and ***************** mortgage loan associated with their timeshare purchased on December 30, 2017,is 105 days past due. Bluegreens ******************* has called, emailed, and sent letters to Mr. and *************** to advise them of the delinquency and provide an opportunity to bring their loan current. Should Mr. and *************** elect not to continue mortgage payments, their loan may be charged off due to nonpayment of mortgage. Should Mr. and *************** have any further questions or concerns, they have the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/28/2024

Complaint: 21931434

I am rejecting this response because:
Dear BBB/Blue Green,
Responding to Blue Green ******* about alcohol being served, we were provided with breakfast and mimosas before having someone grilling and putting pressure on getting a timeshare. We never had an interest on getting a Timeshare, we did not even have money for downpayment, they had all planned out and offered us a credit card with Barclays which was used for the downpayment. Of Course, the person that was talking to us was using all the tactics and deceit. She had answers/solutions to everything we said no to.
I (******) have been disabled from my job since March last year 2023 and the financial burden is added. The maintenance fee was promised that it will not go above 500, its high 800s. And the biggest issue is NEVER getting the availability.
For example, the Bluegreen Club 36 in ********* where we toured and did the document signing, false information was provided that we will be able to book the presidential suite which was of the MOST interest, it's not even available/listed when you try book, the only room/rooms listed is the one bedroom or two rooms combined to make a 2 bedroom. ********* is somewhere we used to go up to 5 times a year but it's impossible to get something at the ******************, so we opted for hotels instead since owning this timeshare.
Since we have not been able to connect with anyone from Blue Green missing each other calls, we scheduled a call as requested by ************************* 7/10/24 3PM Pacific time and did not happen as scheduled, ****** called 12 PM Pacific time, we missed the call and tried to call back no answer, left a voicemail and never heard from anyone until the response through BBB.
All we are asking; what cancellation options are there for us because we are unable to continue with the monthly expenses and obligation. We need DEED IN LIEU offer to transfer back the shares back to the resort.

Thank you in advance.

Sincerely,

****** And ***********************

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Bluegreen Vacations Unlimited, Inc. is NOT a BBB Accredited Business.