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

1,120 total complaints in the last 3 years.
66 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:07/02/2024
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 have attached a letter, where we detail the reasons why we need to cancel our contract number: 958359.Thank you.
Business Response
Date: 07/12/2024
July 12, 2024

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

RE: Consumer File No. 21931007

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 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 ***************************** purchased a Sampler Membership with a one-time allotment of ***** Points with a 12-month use period on September 12, 2020. *****************************, together with *************************, upgraded to a deeded timeshare interest with the Bluegreen Vacation Club on January 31, 2021. At one time, **************** and ************** timeshare interest conferred ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mr. ******* concerns, our ************* ********************** Specialist reached out to **************** by telephone and email on July 3, 2024, resulting in leaving messages that we wish to speak with him regarding his Better Business Bureau correspondence,requesting his availability to speak by telephone, and providing direct contact information. Our Specialist reached out again by telephone to **************** on July 5 and July 8, 2024, resulting in leaving voice messages that we are trying to reach him and providing direct contact information. Unfortunately, at this writing, we have received no response from ****************. Although we have been unable to speak with **************** directly, Bluegreen wishes to respond to Mr. ******* concerns through the Better Business Bureau.

Mr. ******* first concern is regarding transparency during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 13 states that salespersons are not authorized to make oral representations,promises, or offers that modify the contract documents. Section 13 provides a space for **************** and ************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. **************** 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 **************** and **************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr.******* second concern is he states they were informed that with ***** Points they could travel up to three times per year. Bluegreen would advise that **************** and ************** went over a three-year planner with their sales representative to provide an example of how they could utilize their ***** Points over the next three years.In this example, **************** and ************** were shown examples of utilizing their points for travel once per year. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As **************** and ************** initialed in Section 3 of the Owner Confirmation Interview,each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit,resort location, and season. The ***** Points **************** and ************** receive cover fewer nights at some properties based on these factors, but at other resorts, a full weeks stay can be reserved very affordably. **************** 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.

Mr. ******* final concern is regarding affording their timeshare ownership. Bluegreen would advise **************** and ************** that the purchase terms for their timeshare purchase were disclosed at the time of purchase. The second page of **************** and **************** Owner Beneficiary Agreement advises the purchase price and financing terms for each contract. If they were uncomfortable with the financing terms, **************** and ************** could have departed the sales presentation without signing any documentation or completing a purchase. **************** 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 **************** and Ms. ************** closely, since receiving Mr. ******* Better Business Bureau correspondence. After review, Bluegreen finds that **************** and ************** remain bound to the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and release from further financial obligation requested for **************** and **************. At this time, however, Bluegreen would advise that **************** and ************** mortgage loan for their timeshare purchase on January 31, 2021,charged off due to nonpayment on June 10, 2024. **************** and ************** are therefore no longer Bluegreen owners and have been removed from our system. Should **************** have any further questions or concerns, we invite him to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/01/2024
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.
We had the experience of purchasing a timeshare with them and unfortunately, it is a major financial burden, and we have come to regret our decision. We are both in our seventies and working part-time, but we won't be in the workforce for another 20 years. What they don't tell you is that this is a lifetime contract and you will have to pay annual fees along with other hidden charges. We felt rushed into deciding without fully understanding all of the terms and conditions. As we age, it will only become more difficult for us to keep up with these payments. They never mentioned anything about this when we were purchasing it. One of the biggest disappointments is that our children have no interest in inheriting our timeshare ownership. They have made it clear that they won't even use it while we are still alive. This means that not only do we have to bear the financial burden now, but there is also no hope of passing it down as a legacy to our family. We can already see how limited our options will be in terms of travel as our mobility decreases with age and Bluegreen makes it seem like there is no way to cancel. Our experience with them has been a disappointment. We were initially promised a fantastic opportunity, but instead, we were saddled with something entirely unusable. We deeply regret not fully assessing all the implications before committing. As for trusting them, I wouldn't trust them an inch. Proceed with caution.
Business Response
Date: 07/11/2024
July 11, 2024

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

RE: Consumer File No. 21927603

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 1, 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 ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ********************************* and ******************************** purchased a timeshare interest with the Bluegreen Vacation Club on August 16, 2007. Mr. and *********************** increased their Points ownership through three equity trades on October 23, 2010; June 4, 2018; September 25, 2023; and by purchasing an additional contract on August 6, 2022. Mr. and Mrs. ********** timeshare interests confer ownership of ****** Annual Vacation **** Points and Premier Silver benefits.

Upon receipt of your correspondence advising of Mr. ********** concerns, our ************* ********************** Specialist reached out to ********************** by telephone on July 2, 2024, resulting in no answer and no ability to leave a voice message. Our Specialist immediately followed up by email advising that we wish to speak with ********************** regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist tried to return Mrs. ********** call on July 3, 2024, resulting in leaving a voice message that we are trying to reach her and providing direct contact information. Our Specialist also sent an email to Mr. and ********************** advising we are still trying to reach them and providing direct contact information. ********************** replied by email on July 5, 2024, stating he would call shortly. Our Specialist spoke with Mr. and *********************** by telephone on July 5, 2024, listening to their concerns, explaining their contract information was previously reviewed and it was determined that all information was explained properly, and advising there is not an option to cancel. In addition to speaking with Mr. and *********************** directly, Bluegreen wishes to respond to Mr. ********** concerns through the Better Business Bureau as well.

Mr. ********** first concern is that he states they were not advised of their annual maintenance fees. 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 and it also provides the amount of the maintenance fees associated with their most recent purchase. Mr. and *********************** initialed next to Section 8, indicating their understanding and consent. In addition, Mr. and *********************** were provided an estimate of their total annual maintenance fees and **** Dues both on their Purchase Proposal and on their Owner Upgrade Information Summary Sheet. 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. ********** second concern is that he states they were not told that their ownership was a lifetime contract. Bluegreen would advise 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 makes no guarantees of providing any potential options for exiting a timeshare ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. Owner Confirmation Interview Section 10(b)advises that Bluegreen does not offer a formal buyback program and there is limited secondary market sales opportunities for timeshares. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation.

Mr. ********** third concern arises from the sales presentation they attended.He states they felt rushed to decide without fully understanding all of the terms and conditions. Bluegreen recognizes that the sales process can be lengthy. Bluegreen attempts to abbreviate the lengthy process by summarizing the most pertinent details of the ownership during closing. If Mr. and ********************** wanted additional time to review the purchase information and documentation before signing, they were free to request additional time with the documents from a Bluegreen representative before executing the purchase paperwork. In addition, if they needed any further explanation, 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 Mrs. ********** responsibility to review their contract documents for understanding and request clarification as needed. However, if Mr. and *********************** were willing to complete the purchase without fully reading their contract documents, Bluegreen still provided Mr. and *********************** the days following the closing as their statutory rescission period to review their contract at their leisure.

Mr. ********** next concern is regarding affording their timeshare ownership. Bluegreen would advise Mr.and *********************** that the purchase terms for their five timeshare purchases 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. 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 Agreements, indicating they had reviewed and agreed to the Purchase Terms.

********************** is also concerned regarding leaving their ownership to their children and not wanting to leave them with a financial burden. 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 owners,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. ********** next concern is regarding feeling that their ownership is unusable. Bluegreen regrets to hear Mr. and *********************** feel their ownership is unusable. Although it is unclear why ********************** states their ownership is unusable, Bluegreens records indicate that Mr. and *********************** have booked 35 Points reservations, one Bonus Time reservation, two Shell Connections reservations, and two Resort ************************** reservations during their ownership.

Mr. ********** final 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 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 No, 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.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********** ownership closely, since receiving Mr.********** Better Business Bureau correspondence. After review, Bluegreen finds that Mr. and *********************** remain bound to the terms of the purchase agreements and promissory notes they executed for their timeshare purchases. Bluegreen will not provide the cancellation and refund requested for Mr. and ***********************. 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

Customer Answer
Date: 07/24/2024
We strongly disagree with the statements made by Bluegreen. They continuously burdened us with a boatload of paperwork during each upgrade and charged us for two timeshare contracts when we only thought we had one. We feel like we are being taken advantage of because of our age and limitations. As elderly individuals working part-time, it is difficult for us to handle the financial burden of paying off two loans and annual fees. Our children have no interest in inheriting our timeshare ownership, as they have their own financial obligations. As we continue to age, it will become even more challenging for us to keep up with these payments. We are simply asking for Bluegreen to release us from our contract and take back their property. We do not wish to sell or give it away to family, but rather just be free from this altogether. Holding people in contracts that negatively affect their well-being and mental state is unethical and potentially illegal. We urge Bluegreen to take responsibility and do what is right.
Customer Answer
Date: 07/24/2024

Complaint: 21927603

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:07/01/2024
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 formally request the immediate cancellation of our timeshare contract with Bluegreen Vacations under Contract #*******. Our journey with Bluegreen began in July 2020 when we were presented with an opportunity during a visit to Bass Pro Shop. The promise of a weekend in ******* in exchange for a 90-minute presentation led us into a prolonged and stressful meeting that lasted over four hours. The aggressive sales tactics, coupled with feeling rushed and overwhelmed, led us to make a ***** decision to purchase ****** points. Post-purchase, we experienced regret and uncertainty about our decision. Despite attempting to rectify our concerns by lowering our points to ***** every other year, we discovered that this adjustment meant we could no longer access the vacations we were initially told we could take, such as staying at The Cliffs level in *******. Moreover, promises made during the sales presentation, including the possibility for our children to take over the deed, were not accurately represented. Our subsequent vacations with Bluegreen only exacerbated our dissatisfaction. A visit to ************ involved a frustrating and prolonged sales encounter, and a meeting in Little Rock highlighted undisclosed changes and left us feeling deceived. The lack of transparency regarding maintenance fees, particularly during the Clarity Meeting, where the financial burden for the next 30 years was unveiled, further eroded our trust. The consistent runaround and misinformation from Bluegreen have left us disillusioned, and we can no longer accept the financial strain imposed by exorbitant fees. We hereby demand the immediate cancellation of our timeshare contract, Contract #*******, and seek a release from any further obligations. We expect a prompt resolution to this matter and anticipate confirmation of our contract cancellation
Business Response
Date: 07/11/2024
July 11, 2024

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

RE: Consumer File No. 21927349

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 1, 2024, regarding the consumer correspondence of ****************** and Mrs. **************** 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 Mrs. *************** purchased a Bluegreen Vacation Club timeshare interest on July 27, 2020. Mr. and *************** current 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 briefly spoke with Mr. **** by telephone on July 2, 2024, in which Mr. **** advised it was not a good time to speak and scheduled an appointment for the following day. Our Specialist reached out to Mr. and Mrs. **** by telephone and email again on July 3, 2024, leaving messages that we wish to speak with them regarding their Better Business Bureau and providing direct contact information. On July 5, 2024, our Specialist spoke with Mr. **** again, which Mr. **** advised he would not be able to discuss his concerns due to being at work and advised Mrs. **** was not available. Mr. **** advised he would email our Specialist to schedule a call for a later time. At this writing, we have received no additional response from Mr. and Mrs. ****. Although we have been unable to speak with Mr. and Mrs. **** in detail, 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 and the length of the sales presentation. Bluegreen would advise that Mr. and Mrs.**** 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 Mrs. **** also state the 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 paperwork for a purchase.

Mr. and *************** second concern arises from the sales presentation they attended. They state the closing was hurried and did not give them enough time to consider the purchase. Our sales presentations impart a great deal of information to prospective owners. Due to the volume of information shared during the presentation, the time can be lengthy. Bluegreen attempts to abbreviate the lengthy process by summarizing the most pertinent details of the ownership during closing. If Mr. and Mrs. **** wanted additional time to review the purchase information and documentation before signing, they were free to request additional time with the documents from a Bluegreen representative before executing the purchase paperwork.

Mr. and *************** third concern states despite attempting to lower the number of Points they purchased, they discovered less Points would provide less booking and travel opportunities. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As Mr. and Mrs. **** initialed in Section 1 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The Points Mr. and Mrs. **** receive biennially cover fewer nights at some properties based on these factors, but at other resorts a full weeks stay can be reserved for ***** Points or fewer. Mr. and Mrs. **** 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. For example, during the Blue Season in parts of December, January, and February, a one-bedroom suite vacation villa that sleeps four people at our Harbour Lights resort in ************, ************** is available for an entire week for just ***** Points. At **************, a hotel-style villa is only ***** Points weekly for much of January, February, March, November, and December. For the Cliffs at **********,as Mr. and Mrs. **** mentioned, it does require more Points to stay for a full week. However, partial week stays during the January and February, which require ***** Points on Monday nights and ***** Points for Tuesday through Thursday nights, may be an option for Mr. and Mrs. **** to consider. Mr. and Mrs. **** also have the option book Bonus Time reservation, based upon availability. Our contact center agents would be happy to provide assistance with their ownership and book reservations for Mr. and Mrs. ****.

Mr. and *************** next concern is that their children will become financially responsible for their timeshare interests should something happen to them. Bluegreen would remind Mr. and Mrs. **** 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 *************** children would not be legally required to assume financial responsibility for the ownership if they do not wish.

Regarding Mr. and *************** concerns about representations they state were made at 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 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 Mrs. **** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and Mrs. **** 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 Mrs. ****, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. and Mrs. **** next state concern 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 **********. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr. and Mrs. **** initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.

Bluegreens ************* ********************** team has reviewed Mr. and *************** ownership closely. After doing so,Bluegreen finds that Mr. and Mrs. **** remain responsible under the terms of the purchase agreement they executed for their timeshare purchase. Bluegreen will not provide the cancellation and release from any further financial obligations requested by Mr. and Mrs. ****. Bluegreen wishes to advise that Mr. and *************** contract for their September 2015 timeshare purchase has been paid in full. Should Mr. and Mrs. **** have any further questions or concerns, they have the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation

Customer Answer
Date: 07/19/2024

Complaint: 21927349

I am rejecting this response because: we are not satisfied with the response from BlueGreen and will continue our cancellation.

Sincerely,

*****/***************
Initial Complaint
Date:07/01/2024
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.
ChatGPT To Whom It May ********** May 2020, my family and I attended a brief presentation at ******** in ***********, **, organized by a vacation club. We were initially offered a 2-day, 3-night stay near *******, **, for $150, but our experience turned into a prolonged session lasting several hours, including high-pressure sales tactics and unexpected financial obligations. This has placed significant financial strain on us, exacerbated by escalating fees and dues.Due to these issues, we request the cancellation of our timeshare contract with BlueGreen and a full refund of all financial commitments made. We believe this action is necessary to rectify what we perceive as exploitative practices.Sincerely,***** & *************************************
Business Response
Date: 07/11/2024
July 11, 2024

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

RE: Consumer File No. 21927283

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 1, 2024, regarding the consumer correspondence of ************************ and Mrs. **************************** (name listed as ********* on all contract documents). 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 September 21, 2020. Mr. and Mrs. ********** timeshare interest conferred ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and 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 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. 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 Mrs. ********** first concern is regarding pressure they state they felt to purchase and the length of the sales presentation. Bluegreen would advise that Mr. and ********************** were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs. Mr. and *********************** also state the 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.

Mr. and Mrs.********** second concern is that they feel they were not advised of the costs associated with the 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 Mrs. ********** Owner Beneficiary Agreement advises the purchase price and financing terms for the contract.Maintenance fees are also 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 **********. 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. In addition, both the Purchase Proposal and *************** Summary include a breakdown of annual maintenance fees and Vacation **** Dues, as well as loan financing terms. Mr. and *********************** signed the Purchase Proposal and initialed the *************** Summary, indicating that this information had been reviewed with them. 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.

Mr. and Mrs. ********** third concern is regarding maintenance fee increases. The Terms and Conditions of the Owner Beneficiary Agreement in Section 4: Common Assessment Fees and **** Dues provide that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview, Section 8 also specifies that fees can vary from year to year for a variety of reasons. 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, and these options would have been available to the ********** during their ownership.

Mr. and Mrs. ********** final concern is regarding their request to cancel their ownership and receive a refund. 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 Mr. and *********************** and explain that this is the only time the contract provides for Bluegreen to cancel a purchase upon request and provide a refund. 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 we will not provide the cancellation and refund requested for Mr. and ***********************. However,Bluegreen would advise that Mr. and Mrs. ********** mortgage loan for their timeshare purchased on September 21, 2020, was charged off due to nonpayment on September 27, 2023. Mr. and *********************** are therefore no longer Bluegreen owners. Our Specialist would be happy to provide further information for Mr. and *********************** if they wish to speak by telephone. Should Mr. and *********************** have further questions or concerns, they have the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/01/2024
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.
Don't use Bluegreen. **************** is terrible. It's not just poor; it's downright appalling. Let me preface by stating that I've never used my timeshare. It's far easier and more cost-effective to book independently, tailored to my preferences and travel plans. Now even though I do not use it I've been burdened with over $4500 in maintenance fees over five years for a non-physical property that remains unseen and unused. When I bought in, I was regaled with promises of flexibility and convenience. "Anytime, anywhere," they said. Little did I know, this was a gross misrepresentation. It wasn't until I attempted to use the timeshare for the first time that I discovered the limitations due to my ownership level. I was confined to their catalog, which dictated the available places and times suitable for my ownership tier. I received a call from ***, a VP of Marketing or Sales at Bluegreen and he boldly suggested that my predicament could be remedied by upgrading to a bronze membership, boasting enhanced availability and privileges. However, the price tag for this supposed liberation was $60,000 for ****** points, offered with the option of a payment plan akin to a mortgage, spanning two decades at a 5% interest rate. It was a proposition that reeked of exploitation. The audacity of such a suggestion, in light of the disappointment and financial strain I had already endured, was nothing short of insulting. Needless to say, I declined ***'s offer and refused to subject myself to another round of financial hardship when they had already proven to be untrustworthy and incompetent. Support is unavailable as I've attempted to reach ***************************** multiple times, only to reach her voicemail without receiving a callback. At this juncture, I am unwilling to engage with her. She lacks concern for Bluegreen owners or her responsibilities. My advice to any prospective timeshare seekers is unequivocal: do not use them.
Business Response
Date: 07/08/2024
July 8, 2024

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

RE: Consumer File No. 21926366

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 1, 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 ********************* purchased a Bluegreen Vacation Club timeshare interest on February 5, 2017. ************** 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, one of our ************* ********************** Specialists attempted to reach ************ by telephone and email on July 2, 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 3, 2024, again leaving messages that we are trying to reach him and providing direct contact information. Our Specialist then spoke with ************ on July 5, 2024, listening to his concerns,reviewing the guidelines of his ownership, and discussing options for his account, including a relief option which ************ is considering. In addition to speaking with ************ directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

************** first concern is with Bluegreens customer service. ********************** strives to provide receptive, reliable, and timely communication and service for our owners. Bluegreen regrets that ************ did not receive our characteristic high-quality customer service and communication when speaking with some of our customer service agents. ********************** agents routinely provide helpful information, supportive suggestions, and outstanding service for our owners.

************** second concern is that he has not used his ownership. Bluegreen firmly believes that traveling on his first vacation with Bluegreen is exactly the experience ************ needs to remind him why he purchased a vacation ownership. We would advise ************ that our customer service contact center is available and eager to assist. Our contact center is open six days a week to help ************ get the most from his Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the phone with ************ for as long as needed to answer his questions and reserve vacations. Additionally, Bluegreen also offers ************ an opportunity to schedule an Understanding New Ownership call. An Understanding New Ownership call is scheduled at his convenience for a highly trained Bluegreen agent to call ************ and describe the countless benefits of his ownership. This educational call is an opportunity for ************ to receive personalized assistance and individualized care from a Bluegreen agent who can offer professional insights, experienced suggestions, and helpful service. This call is an excellent resource for new owners, as well as for longstanding owners who have not made frequent use of their timeshare and would like additional support in maximizing their vacation package.

************** third concern is that he feels it is cheaper to vacation outside of Bluegreen. While Bluegreen offers discounted rates to travel around the globe through our resorts, Traveler Plus, and RCI, it is possible that our rates may not be the least expensive way to visit a specific location. However, Bluegreen believes our rates remain very affordable for the caliber of accommodations and amenities we provide.

************** next concern is regarding the maintenance fees for his 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 annual 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.

************ also mentions a concern regarding his timeshare being a property ownership. Bluegreen would advise that ************ purchased a timeshare interest backed by a deeded piece of real property held in trust by Bluegreen. The deed is recorded with the county government for the county where the property allocated to ************ is situated. ************ is welcome to contact the relevant county government for deed copies; however, his Certificate of Beneficial Ownership is his proof of ownership.

************ next states he understood that he would be able to go anyplace he wanted with his ownership, but instead feels confined to the Bluegreen resort collection. ************ was advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers the widest selection of vacations when ************ 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. ************ initialed beside Section 1, indicating he understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, Bluegreen would reassure ************ that he has additional vacation options outside of Bluegreen resorts such as resort exchanges through Resort ************************* (RCI), hotel stays with our ************************** and Direct Exchange through his Traveler Plus membership. Should ************ have questions about any of these options, our contact center team would be pleased to assist him.

************** next concern is regarding representations he 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 ************ to write any promises or commitments that were important to his purchase decision that are not otherwise covered in writing. ************ completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Terms and Conditions of the Owner Beneficiary Agreement in Section 24 provide that ************, as a purchaser,should not rely on any oral or written representations that are not set forth in the contract documents.

************ also states that he feels he is restricted to certain travel times based on his ownership level. Bluegreen Vacation Club owners do not have travel blackout dates but are free to travel over any range of dates using their allotted Points. This includes holidays and peak travel seasons. Because ************ earns his Points every year, he can use all ****** of his Points during the first year in any season. In addition, 50 percent of his Points may also be used during the second year of their two-year cycle for bookings in any travel season. At the end of the first year of use, any Points remaining of the other ********************************************************************************************************* by telephone with the contact center. Once ************** Points are rolled over, they may be used for an additional year to travel in Red, White,or Blue travel seasons. This information is provided in the Owner Confirmation Interview in Section 2. Section 2 also specifies the administrative fees associated with saving Points. ************ initialed beside Section 2, indicating his understanding of the process to save Points and the associated costs and season restrictions.

Additionally, ************ is concerned because he was told he needs more Vacation **** Points for additional booking and travel opportunities. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As ************ initialed in Section 3 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The ****** Biennial Points ************ receives cover fewer nights at some properties based on these factors, but at other resorts a full weeks stay can be reserved for ***** Points or fewer. ************ also received for his 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. For example, during the Blue Season in parts of December, January, and February, a one-bedroom suite vacation villa that sleeps four people at our Harbour Lights resort in ************, ************** is available for an entire week for just ***** Points. At **************, a hotel-style villa is only ***** Points weekly for much of January, February, March, November, and December. Our ********************************************* resort in ************, ******** offers one-week vacations for as few as ***** Points per week during the Blue Season in January and February, or up to ***** Points in the White and Red Seasons during March,April, October, November, and December. Our Specialist would be pleased to discuss opportunities to reserve vacations with ************ and assist him in confirming reservations at resorts he has not yet been able to visit. Each owner has varying reasons for purchasing additional Points. Naturally,additional Points afford an expanded ownership with more Points available to reserve vacations and alternatives for travel across Bluegreens resorts and through our partnerships. The most common reasons owners decide to purchase additional Points are to receive additional benefits, travel more often, and enjoy larger accommodations when vacationing. Bluegreen agrees that all of these are great reasons to purchase additional Points.

************** next concern is regarding affording his timeshare ownership.Bluegreen would advise ************ that the financing terms for his timeshare contract were disclosed at the time of purchase. The second page of ************** Owner Beneficiary Agreement advises the purchase price and financing terms for his contract. However, our records indicate that ************** mortgage loan associated with his timeshare purchase was paid in full on March 7, 2017. In addition, the Purchase Proposal includes a breakdown of annual maintenance fees and Vacation **** Dues, as well as loan financing terms. If he was uncomfortable with the financing terms, ************ could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, ************ initialed beside Section 12 of the Owner Confirmation Interview, indicating that he could afford to make all payments connected with the timeshare purchase and that it would not pose an undue financial burden for his family.

************** final concern is with the communication and response he received from Bluegreen as he attempted to cancel his timeshare purchase. 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 we received a letter from ************ on November 28, 2023. So that we could assist, one of our ************* ********************** Specialists attempted to reach *********** by telephone and email on November 29, 2023, leaving messages to notify him that we were trying to reach him regarding his letter. Our Specialist reached out to ************ by telephone and email again on December 28, 2023,leaving additional messages. Our records show that we next received an email from ************ on February 26, 2024. At that time, another Specialist attempted to reach ************ by email on February 28 and by telephone and email on March 2, 2024. Bluegreen sincerely regrets if voicemails from ************ were not properly received, but we are pleased to have this additional opportunity to assist him via his Better Business Bureau correspondence.

Bluegreens ************* ********************** team has reviewed ************** ownership closely. After doing so, Bluegreen finds that *********** remains responsible under the terms of the purchase agreement he executed for his timeshare purchase. Outside of the relief option discussed with ************ on July 5, 2024, which does not include a refund, Bluegreen will not provide the cancellation requested by ************. Should ************ have any further questions or concerns or decide to proceed with the relief option offered, he has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:07/01/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May ********* am writing to express our extreme frustration and disappointment with the treatment received from Bluegreen Vacations and their representative, ****. Our recent call with their customer service department left us feeling powerless and cheated. **** was dismissive and rude to us on the call, refusing to transfer us to a higher representative and claiming that he was the highest person we could speak with. He showed no empathy towards our situation and gave us no helpful advice or options. Instead, he insisted that the only way out of our time share was to pay off our loan and an 18+ month maintenance fee. We were also informed that during the presentation we attended, we had "free will" and could have walked away. Although we did try to leave, the sales representative coerced us into staying, using scare tactics by saying that the deals would expire if we walked away. We were led to believe that if we wanted to get rid of our timeshare with Bluegreen Vacations, we would need to purchase more points, as Pinnacle would not buy back our timeshare with the current points we had. To add insult to injury, ***************** up on us during our initial call and was incredibly rude when we called back to speak with him again. In summary, we feel helpless, misled, and duped by Bluegreen Vacations. I have also made multiple calls and emails trying to resolve this with no one getting back to me. I get automated emails saying they will contact me within 5 days but never get a call back. We urge you to investigate and take necessary action to address this behavior.
Business Response
Date: 07/10/2024
July 10, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
*************************************************************************************************************
RE: Consumer File No. 21924490

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 1, 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 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 timeshare interest with the Bluegreen Vacation Club on October 22, 2016. **************** and ************** increased their Points ownership by purchasing an additional contract on March 25, 2017. **************** and **************** timeshare interests confer ownership of ****** Annual Vacation **** Points.

Upon receipt of your correspondence advising of ****************** concerns, our ************* ********************** Specialist reached out to **************** by telephone and email on July 3, 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 again to *************** by telephone on July 5 and July 8, 2024, resulting in leaving voice messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with **************** directly,Bluegreen wishes to respond to ****************** concerns through the Better Business Bureau.

****************** first concern is with the communication and response she received from Bluegreen as she attempted to cancel their timeshare ownership.Bluegreen strives to provide receptive, reliable, and speedy communication for our owners. Bluegreens policy is to return owners calls and emails promptly and follow-through on owners issues until a satisfactory resolution is reached. Bluegreen regrets that **************** did not feel she consistently received our characteristic high-quality customer service and communication in attempting to cancel their timeshare purchase. We pride ourselves on our professionalism, communication, and support of owners. We sincerely appreciate that **************** has provided Bluegreen another opportunity to communicate through the Better Business Bureau and to achieve a mutually agreeable resolution for their ownership.

Additionally, ****************** second concern is that she did not receive a resolution from our Responsible Exit team. Bluegreen would advise that our Responsible Exit team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. On ***** 19, 2024, our Responsible Exit Specialist endeavored to provide helpful assistance for **************** and ************** during their communications and provided all resolutions available for **************** and **************. As **************** expressed interest in exiting the ownership, the parameters our Specialist offered were accurate and would provide a safe and expedient exit from the Vacation ****. Bluegreen desires to be responsive to *************** and **************** concerns and resolve this matter. However, Bluegreen believes that our sales documents adequately described the product and services **************** and ************** were purchasing and gave them the opportunity to cancel in a timely fashion if they so desired. Our Specialist remains devoted to assisting **************** and ************** with their ownership.

****************** third concern is regarding her 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 **************** and **************** review. The Owner Beneficiary Agreement states the rescission period on the signature page in bold text and capital letters immediately above the signature lines where **************** and ************* signed to make their timeshare purchase. **************** and ************** had a physical copy of the Owner Beneficiary Agreement document in their possession when they left the sales presentation and purchase meeting. **************** and ************* had an opportunity to read through this document right away after purchasing or later at their leisure. If **************** and ************** had doubts about the Bluegreen product or its fit 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 *************** and ************** during the rescission period.

***************** next concern arises from the Bluegreen sales presentation she attended. **************** advises she and ************** were advised they had to purchase that day. However, we would remind **************** and ************** that Bluegreens sales proposals can vary and the offers presented to them were only good for that date. Still, **************** 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.

****************** final concern is with Bluegreens communication and responsiveness in resolving the issues she has experienced.Bluegreen strives to provide rapid and reliable communication for our owners.Bluegreens policy is to return owners communications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreen received ****************** email on February 13, 2024. In response to her email, our ************* ********************** team contacted **************** by telephone and email on February 13 and February 14, 2024. Bluegreen also received ****************** call on ***** 3,2024, and our ************* ********************** Specialist her call on ***** 4 and ***** 5, 2024, however, the phone number was disconnected. Our Specialist sent an email to ****************, right after each of these calls, requesting to speak with her and to provide times of availability. Unfortunately, we were unable to discuss **************** and **************** ownership then. At Bluegreen, we pride ourselves on our professionalism,communication, and support of owners. Once again, Bluegreen is pleased to respond to **************** through the Better Business Bureau. We hope **************** will respond to our contact attempts and speak with our Specialist by telephone so that Bluegreen can address her concerns

Bluegreens ************* ********************** team has reviewed *************** and **************** ownership closely,since receiving her Better Business Bureau correspondence. After review,Bluegreen finds that **************** 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 requested for ****************. As stated above,should *************** wish to exit the ownership, the parameters the Specialist offered on ***** 19, 2024, are accurate and would provide a safe and expedient exit from the Vacation ****. Bluegreen wishes to advise that *************** and **************** contract for their March 25, 2017, timeshare purchase has been paid in full.Should **************** have any further questions or concerns, we invite her to reach out to our Specialist at the direct contact information provided.

Sincerely,

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

Customer Answer
Date: 07/19/2024
Good afternoon,
I just wanted to voice concerns first with the fact the BlueGreen states that my phone number was disconnect and they could not get a hold of me, I've had the same number for more than *********************************************************** for sales plus I added my phone number to emails sent to Bluegreen addressing this matter. I did finally get to talk to ****** from BlueGreen only after submitting complaint to BBB. I am conflicted after our conversation on all the fees associated with the cancel process that they are requiring. How is the contract even legal and binding if I cannot use all properties unless I continue to buy more points through Bluegreen to make all property available. I asked for an email to recap conversation and ****** said should send a recap email. ****** stated the everything needs to be verbal. ****** also stated that our conversation was being recorded. If possible can you get recorded conversation to help resolve this issue. Thank you for your help in this matter.
Thank You,
*******************
Customer Answer
Date: 07/23/2024

Complaint: 21924490

Good afternoon,

I just wanted to voice concerns first with the fact the BlueGreen states that my phone number was disconnect and they could not get a hold of me, I've had the same number for more than *********************************************************** for sales plus I added my phone number to emails sent to Bluegreen addressing this matter. I did finally get to talk to ****** from BlueGreen only after submitting complaint to BBB. I am conflicted after our conversation on all the fees associated with the cancel process that they are requiring. How is the contract even legal and binding if I cannot use all properties unless I continue to buy more points through Bluegreen to make all property available. I asked for an email to recap conversation and ****** said should send a recap email. ****** stated the everything needs to be verbal. ****** also stated that our conversation was being recorded. If possible can you get recorded conversation to help resolve this issue. Thank you for your help in this matter.

Sincerely,

*******************
Initial Complaint
Date:06/28/2024
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 booked a car rental where I see in multiple places in bold letters "The total cost of your reservation is $120.88." But this is a lie. There is an additional $34.33 that is due upon arrival to the car rental facility for taxes and fees. The way the pricing on the order website and all the invoices I received in email as well as the one you can print from the website all say in big bold letters that the total cost of the rental is $120.88. They make it look like the $34.33 is a part of the total. No where does it tell me that I will need to pay for those extra....that would make the total $155.21. I would never have agreed to that. I price checked other websites and at the time of the reservation it would have been $123 to use Priceline. I am a member of this Traveler club and it was supposed to save money but in the end it has cost me a lot more. I am 2 hours from picking up the car and now to use another company the total would be $140. I am under extreme stress and very upset now. I feel this is unfair business practices and deception. I tried to use the chat services and they couldn't help me and told me to call the ***** number to file a formal complaint. I called and they also said they couldn't help me. I have attached all documents showing $120.88 as my total. That is what my credit card was charged. At the very least I would like the company to price me a discount of $34.33 on my charge to cover these deceptive extra charges that I am out. This is doing nothing to cover my anxiety, stress and horrible start to a vacation. I rarely ever have anything good from Bluegreen as a whole. This membership has been the worst decision of my life that I cannot get out of and cannot see any value in.
Customer Answer
Date: 07/01/2024
When I arrived at the rental facility they told me they had no confirmation that I had insurance on the vehicle. I gave them the information Travel and the 3rd party insurance provided and they couldnt find anything on their end showing I was covered. Also after they charged my card I checked and another $233 was on my card. I asked why and what was this for and she said a temporary hold of $200 she forgot to mention and no one at traveler ever mentioned either.
Business Response
Date: 07/08/2024
July 8, 2024

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

RE: Consumer File No. 21917692

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 28, 2024, regarding the consumer correspondence of ********************************* (name shows on contract documents as *******************). 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 ********************************* purchased a Bluegreen Vacation Club timeshare interest on July 5, 2012. Ms. ******** timeshare interest confers ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Ms. ******** concerns, our ************* ********************** Specialist forwarded Ms. ******** concerns to our Traveler Plus Specialist. In reviewing Ms. ******** account history, our records indicate that ****************** spoke with our Traveler ******************* by both live chat and telephone on June 28, 2024. During those conversations,customer service representatives listened to Ms. ******** concerns and provided clarification on the details included in her car rental receipt. In addition to Ms. ******** direct contact with Traveler *******************,Bluegreen wishes to respond to her concerns through the Better Business Bureau as well.

Ms. ******** first concern is regarding the cost of a rental car reservation scheduled through her Traveler Plus membership, and Bluegreen sincerely regrets any misunderstanding that occurred. However, Bluegreen would advise that the email confirmation dated June 21, 2024, that ****************** attached with her correspondence specifies in bolded print that her estimated taxes and fees were $34.88 and would be paid at the time of pickup, indicating that this charge would be billed separately from the cost of the reservation. Ms. ******** attached invoice further states that upon arrival at certain locations there may be local taxes not included in the above, indicating that the taxes would be in addition to the total provided.

Ms. ******** second concern is regarding her inability to end her 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 Ms. ******** 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 ****************** signed to make her timeshare purchase. ****************** had a physical copy of the Owner Beneficiary Agreement document in her possession when she left the sales presentation and purchase meeting; therefore, she had an opportunity to read through this document right away after purchasing or later at her leisure. If ****************** had doubts about the Bluegreen product or its suitability for her personal vacation needs, she could have promptly reviewed her 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 ****************** during the rescission period.

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 13 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, Owner Beneficiary Agreement Section 5:Purchasers Acknowledgments disclaims the investment potential of the ownership and states 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.

Ms. ******** third concern is that she feels there is no value in her ownership. Our records indicate that ****************** has traveled on nine reservations between 2012 and 2023, in addition to scheduling Direct Exchange reservations with Traveler Plus and utilizing her Traveler Plus membership for services such as car rental. However, Bluegreen regrets to hear of Ms. ******** frustrations, and our customer service team would be pleased to assist her with all her vacation needs. Our contact center is open six days a week to assist ****************** in getting the most out of her Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with ****************** for as long as needed to provide guidance and support, answer questions, and book reservations.

Ms. ******** final concerns, forwarded to Bluegreen by the Better Business Bureau as additional comments on July 2, 2024, are regarding the insurance she purchased for her car rental and the $200 hold placed on her credit card when she picked up the car. Per Ms. ******** email confirmation submitted with her Better Business Bureau correspondence, ***************** did purchase collision insurance from a third-party insurance provider.Bluegreen would advise that any concerns regarding her insurance policy should be directed to the third-party vendor listed on her confirmation for further assistance, since Bluegreen does not service the insurance policy directly. Regarding the $200 temporary hold placed on her credit card, Bluegreen would advise that Ms. ******** email confirmation states in the Vehicle Reservation Information section that a credit card would be required upon check-in for a security deposit.

Bluegreens ************* ********************** team has reviewed Ms. ******** recent car rental reservation closely. After doing so, Bluegreen finds that ****************** was correctly advised about the cost of the reservation and additional taxes and fees. Therefore, Bluegreen will not provide a discount on the reservation.Should ****************** have any further questions or concerns, she has the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/11/2024

Complaint: 21917692

I am rejecting this response because: at no time was anything ever put in writing of the total that would be charged. The transaction is listed in such a way to deceive and trick you in to thinking you are paying a lower price.and that part of it you pay to the car rental directly. Im tired of arguing about this. As much as they charge for as little as you receive in benefits, they can afford this small good faith measure. Especially since the price in this traveler plus is supposed to be vip discounted pricing but ended up being more than any other website I looked at for the general public.
As for the membership in Bluegreen itself, it is 100% nothing but a high pressure sales gimmick. Once you sign your life away (literally you own this for life) then you find out there are rarely ever any available rooms to be used. This was purchased under my name for an ex husband and they will do nothing to help me get out. But Im tired of fighting this as well.
Unless BBB or some other higher power intervenes, I and many others will continue to be a victim.

Sincerely,

*****************************
Business Response
Date: 07/22/2024
July 22, 2024

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

RE: Consumer File No. 21917692

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 28, 2024, regarding the consumer correspondence of ********************************, and her rebuttal correspondence received on July 15, 2024. Thank you for reaching out to us on her behalf to apprise us of her continuing inquiry.

Upon receipt of your correspondence advising of Ms. ******** rebuttal, our ************* ********************** Specialist reached out to ****************** by telephone and email on July 16, 2024, leaving messages that we are trying to speak with her regarding her rebuttal correspondence. Our Specialist then spoke with ****************** on July 17, 2024,listening to her concerns, reviewing the details of her recent car rental reservation, and discussing options for her account, including an option to exit her ownership and the requirements to proceed. ****************** declined to exit at this time. In addition to speaking with ****************** directly, Bluegreen wishes to respond to her rebuttal through the Better Business Bureau as well.

Ms.******** rebuttal correspondence expands on the same concerns stated in her original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence dated July 8,2024, on all subjects therein. Bluegreen would also like to respond to the additional concerns in Ms. ******** rebuttal correspondence.

Ms. ******** first new concern is regarding discounted pricing through Traveler Plus. Bluegreen would advise that rental car reservations offered through our Traveler Plus membership are offered at the lowest available prices. Should ****************** have any questions or concerns about travel service rates, our Traveler Plus team would be pleased to assist her further.

Ms. ******** second concern is regarding pressure she states she felt to purchase during the sales presentation. Bluegreen would advise that ****************** was not under any obligation to purchase or sign contracts. Our sales teams share a wealth of information about our product.However, ****************** could have left our welcome center without purchasing if she felt the Bluegreen product did not suit her vacation needs.

Ms. ******** third concern is regarding availability to book vacations with her ownership. ***************** was advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview, Section 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. ****************** initialed beside Section 1, indicating she understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if ***************** wants additional information about reserving vacations, we invite her to call our customer service contact center. Our contact center is open six days a week to assist ****************** in getting the most out of her Bluegreen ownership.Bluegreen contact center agents do not have restrictions on their talk times,so an agent could stay on the telephone with ****************** for as long as needed to provide guidance, answer questions, and book reservations.

Ms. ******** final concern is that she completed the purchase in her name for her ex-husband. Bluegreen would advise that ****************** had the opportunity to review all contract documents at the time of signing to determine whether she was comfortable with the terms of the ownership she was purchasing in her name.If ***************** had any concern with the contract documents or purchase terms, she was welcome to ask questions at the time of purchase or during her rescission period. Bluegreen would advise again that ****************** was under no obligation to complete a purchase if she was uncomfortable with the closing process or the information provided, or if she did not wish to be a Bluegreen owner. Bluegreen would further advise that it was Ms. ******** responsibility to provide accurate information on her contract documents. Bluegreen stands by our policy that all contract documents are valid and legally binding for Ms. ******** timeshare purchase.

Bluegreen desires to be responsive to Ms. ******** concerns and resolve this matter. However, Bluegreen remains firm that we will not provide a refund of the taxes and fees associated with her rental car reservation. In addition, outside of the relief option discussed with ***************** on July 17, 2024, we will not cancel and release ****************** from further financial obligation. Should ****************** have any further questions or concerns or decide to proceed with the relief option, she has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/25/2024

Complaint: 21917692

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:06/28/2024
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 would appreciate some help to cancel my timeshare contract with Bluegreen. The availability under the contract has negated any anticipated benefits from the agreement. My financial situation is not able to maintain the timeshare commitment as Im currently battling with $5,000 of debt. To make matters worse, my co-owner departed from our business, leaving the future unclear and lacking certainty. We understand the terms of the contract and were not seeking any refund, but we need to close this contract as soon as possible so we can get some stability during these challenging times. Please let me know if you need any further information. Many thanks
Business Response
Date: 07/08/2024
July 8, 2024

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

RE: Consumer File No. 21916516

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 28, 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 September 17, 2022.************ and Ms. ******** timeshare interest confers ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. ***** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out to ************ by telephone and email on July 3, 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 5 and July 8, 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.

Mr. ***** first concern is regarding availability to book vacations with their ownership. ************ 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. ************ and ****************** initialed beside Section 3, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if ************ 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 ************ 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 ************ and ***************** for as long as needed to provide guidance, answer questions, and book reservations.

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

Bluegreens ************* ********************** team has reviewed ************ and Ms. ******** ownership closely. After doing so, Bluegreen finds that *********** and ****************** remain responsible under the terms of the purchase agreement they executed for their timeshare purchase. Bluegreen will not provide the cancellation requested for ************ and ******************. Should ************ have any further questions or concerns during this process, he has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation

Customer Answer
Date: 07/11/2024

Complaint: 21916516

I am rejecting this response because: I'd like to discuss options to close my contract. I can't afford to keep it.

Sincerely,

***********************
Initial Complaint
Date:06/27/2024
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.
To Whom It May ********* would like to cancel my Bluegreen timeshare agreement because every time I try to book a vacation, nothing is available. I have tried multiple times and Ive searched as far in advance as your system allows me to schedule a vacation. I have had to stay at hotels for the last three years because I cannot book anything.Because of my frustration, I went back to your resort for a second meeting supposedly to learn how to use the timeshare to book trips. For $9,000 more, I could upgrade and get more points and use it for my family. The points were for Every Other Year. My initial purchase was for every two years. I could not even sell the timeshare. I was told I would need to go through Bluegreen to do this. I did put it up for sale one to two years ago for what I owed, but no one was interested. You told me it would take five years to sell.I purchased my timeshare because me and my family never go on vacations. We were excited to think we would have a place to go and would be forced to take a vacation. Since I purchased the timeshare, I have only used it one time. After six months to a year into my purchase, I called Bluegreen for help in booking trips. Again, nothing was ever available.I am under a lot of stress with a financial burden that I desperately need to get out of. I bought the timeshare trusting in what you presented as a great opportunity to take family vacations. I was led to believe that I would have enough points to go where I wanted to, but even after upgrading, I still am not able to use the timeshare.Please release me from my contracts because your resort was not truthful with me and now I am paying the price for your deceptive promises.Sincerely,*********************************
Business Response
Date: 07/05/2024
July 5, 2024

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

RE: Consumer File No. 21912346

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 27, 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 ************************************* purchased a Bluegreen Vacation Club timeshare interest on October 27, 2018. Together with *************************, ******************** subsequently increased her ownership interest by purchasing additional Points on January 12, 2019. At this time, ********************** and Ms. ********* timeshare interest confers ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Ms. ********* 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 June 28, 2024,leaving messages to notify her that we would like to speak with her further to address her Better Business Bureau correspondence. Our Specialist reached out to ******************** by telephone again on July 3 and July 5, 2024, again leaving voice 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 Ms. ********* concerns through the Better Business Bureau.

Ms. ********* first 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 ********************** and Ms. ********* 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 ********************** and ******************** signed to make their timeshare purchase. ********************** 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 ********************** 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 ********************** and ******************** during the rescission period.

Ms.********* second concern is regarding availability to book vacations with their ownership. ********************** 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. ********************** and ******************** initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if ********************** 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 ********************** 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 ********************** and ******************** for as long as needed to provide guidance,answer questions, and book reservations.

Ms. ********* third concern is about their experience at an owner orientation meeting. She states that the owner orientation meeting focused on trying to sell them more Points rather than on answering questions about her original ownership purchase. Bluegreen would advise that our owner orientation meetings are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. Owner orientation 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. ********************** and ******************** were not required to consider information presented about purchasing additional Points if they were not interested in expanding Ms. ********* ownership at that time. Moreover, Bluegreen would remind ********************** 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 ownership in the future if they do not wish to participate.

Ms. ********* next 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.

******************** also states a concern regarding affording their timeshare ownership. Bluegreen would advise ********************** and ******************* that the financing terms for their timeshare contracts were disclosed at the time of purchase. The second page of ********************** and Ms. ********* 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, ********************** and ******************** could have departed the sales presentation without signing any documentation or completing a purchase. Moreover,********************** 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 Ms.********* previous purchase were independent and would continue.

Ms. ********* next concern is that she feels they do not own enough Points to travel where they want. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As ********************** and ******************** initialed in Section 3 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The ***** Biennial Points ********************** and ******************** currently receive cover fewer nights at some properties based on these factors, but at other resorts a full weeks stay can be reserved for ***** Points or fewer. ********************** 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. For example, during the Blue Season in parts of December, January, and February, a one-bedroom suite vacation villa that sleeps four people at our Harbour Lights resort in ************, ************** is available for an entire week for just ***** Points. At **************, a hotel-style villa is only ***** Points weekly for much of January, February,March, November, and December. Our ********************************************* resort in ************,******** offers one-week vacations for as few as ***** Points per week during the Blue Season in January and February, or up to ***** Points in the White and Red Seasons during March, April, October, November, and December. Our Specialist would be pleased to discuss opportunities to reserve vacations with ********************** and ******************** and assist them in confirming reservations at resorts they have not yet been able to visit.

Ms. ********* final concern is regarding representations she states were made during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details in the contract documents. The Owner Confirmation Interview in Section 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 ********************** and ******************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. ********************** 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 ********************** and ********************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Bluegreens ************* ********************** team has reviewed ********************** and Ms.********* ownership closely. After doing so, Bluegreen finds that ********************** 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 requested by ********************** and *******************. Our records indicate that the mortgage loan associated with Ms. ********* purchase contract signed on October 27, 2018, was charged off due to nonpayment on October 2, 2023. This contract is therefore no longer an active part of their ownership. ********************** and Ms. ********* mortgage loan associated with their timeshare purchased on January 12, 2019, is current on all payments at this time. Should ******************** have any further questions or concerns, she has the direct contact information of our Specialist.

Sincerely,

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

Customer Answer
Date: 07/22/2024

Complaint: 21912346

I am rejecting this response because: There are still no rooms to be booked! I don't wish to continue paying for something I cannot use!

Sincerely,

*********************************
Initial Complaint
Date:06/27/2024
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.
Dear ***/*****,I pen this correspondence with a mix of exasperation and disappointment, compelled to address the persistent issues tarnishing our experience with Bluegreen's timeshare offering. It is my expectation that this communication conveys the depth of our discontent and prompts a swift resolution.In November 2019, we availed ourselves of the promised stay at ***************. During this period, we were compelled to endure an excessively prolonged sales presentation, replete with snacks, drinks, and the promise of a gift card, regardless of our purchase decisions. Our experience culminated in an extended tour of the property with a sales representative, who presented various ownership options, points earning mechanisms, and monthly payment structures.Our reservations and hesitations were met with manipulative tactics, denying us the freedom to exit the process gracefully. Instead, we were subjected to repeated offers and enticements,emphasizing our status as "Bass Pro Referrals" and assuring optimal service due to our association with Bass Pro Shops' owner. This emphasis on a partnership only served to intensify our discomfort.The ensuing process, spanning several hours and multiple stages, exacerbated our frustration.Subsequent interactions and attempted bookings have only compounded our disappointment,with customer service representatives proving unhelpful and obstructive, particularly during the ******19 pandemic.Our disillusionment is underscored by the realization that the timeshare, purported as an investment, has become a financial burden we struggle to justify. Our concerns regarding usage flexibility, points accumulation, and maintenance fees have been met with insufficient solutions and, at times, outright rudeness.We demand the immediate cancellation of our contract and to be refunded funds owed to us.Sincerely,**** and *****************************
Business Response
Date: 07/05/2024
July 5, 2024

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

RE: Consumer File No. 21909772

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 27, 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 November 23, 2018. Mr. and ********************* increased their Points ownership by purchasing an additional contract on April 20, 2019. At one time, Mr. and Mrs. ********* timeshare interests conferred ownership of ****** Annual Vacation **** Points and Premier Bronze benefits.

Upon receipt of your correspondence advising of Mr. and Mrs. ********* concerns,our ************* ********************** Specialist reached out to Mr.and ********************* by telephone and email on June 28, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out again by telephone on July 1 and July 2, 2024, resulting in being unable to leave voice messages due to the voice mailbox being full. Our Specialist immediately followed up by email on July 1, 2024, advising that we are still 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 pressure they state they felt to purchase, the length of the sales presentation, and the incentives offered. 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 purchasing, these incentives are promotional offers given as a bonus for owners to enrich their vacation experience, but are not intended to create pressure.

Mr. and Mrs. ********* second concern is they feel that we have not been helpful in addressing their concerns with their ownership. Bluegreens records indicate multiple interactions with our telephone contact center. In each of these interactions, the agents endeavored to assist Mr. and ********************* with their concerns, including making exceptions to waive a cancellation fee due to COVID-19 exposure and waiving the fee to save their Points because the original reservation using the Points was cancelled due to COVID-19. We sincerely regret if Mr. and ********************* did not feel their concerns were addressed appropriately. We take owners feedback seriously and are grateful for an opportunity to review our servicing for any improvement opportunities.

Mr. and Mrs. ********* third concern involves Bluegreen as a financial investment. Bluegreen believes we sell a valuable vacation product. Still, 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 14 provides that the ownership purchase is made neither as a financial investment nor with an expectation of a financial return on an investment. Mr.and ********************* initialed beside Section 14, 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.

Mr. and Mrs. ********* next concern is regarding usage flexibility and availability. 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, which provides only a fixed, deeded one-week interest in a single resort development. 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.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 for as long as needed to provide guidance, answer questions, and book reservations.

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

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********* ownership closely, since receiving their Better Business Bureau correspondence.After review, 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 *********************. At this time, however, Bluegreen would advise that Mr. and Mrs. ********* mortgage loan for their timeshare purchase on November 23, 2018, charged off due to nonpayment on January 2, 2024. Bluegreen would also advise that Mr. and Mrs. ********* contract purchased on April 20, 2019 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

Customer Answer
Date: 07/16/2024

Complaint: 21909772

I am rejecting this response because:
I am writing to express our deep disappointment with Bluegreen's response to our complaint filed with the Better Business Bureau regarding our timeshare membership and our request to cancel our contract.
While we appreciate Bluegreen's commitment to customer service and the effort to reach out to us, the response we received does not adequately address our concerns. Our primary issues include the high-pressure sales tactics, the length of the sales presentation, and the misleading information about the timeshare's benefits and financial implications. Bluegreen's response merely reiterated standard procedures and agreements without offering any meaningful resolution.
Regarding the high-pressure sales tactics, Bluegreen states that we were not obligated to purchase or sign contracts. However, the reality of the sales experience was far different. The presentation was excessively lengthy, and the pressure to sign was significant, making it difficult for us to leave without feeling coerced into purchasing. The response also fails to address the misleading incentives offered during the sales presentation, which were presented in a way that created undue pressure to buy.
Additionally, our complaint about the lack of support and unhelpful interactions with Bluegreen's contact center remains unaddressed. While Bluegreen's records may show multiple interactions, these interactions did not resolve our concerns satisfactorily. Simply waiving a few fees does not equate to addressing the broader issues we have experienced with our ownership.
The assertion that our timeshare is not an investment is understood. However, the financial burden it has placed on our family is significant. The flexibility and availability issues we raised were also not properly addressed. The booking windows and space availability were not clearly communicated during the sales process, leading to numerous frustrations when attempting to use our points.
Lastly, the explanation of maintenance fees and their calculation does not alleviate our concerns about their escalating costs. The response fails to acknowledge the financial strain these fees have placed on us, further highlighting the need for a resolution.
In light of these unresolved issues and the continued financial burden, we strongly urge Bluegreen to reconsider our request for contract cancellation. We believe that a fair resolution should reflect Bluegreen's commitment to customer satisfac

Sincerely,

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

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