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

1,119 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:06/26/2024
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.
On Oct. 20, 2023, I received a phone call from ******** representing Bluegreen Vacations. She provided her contact information which was ************. She explained a vacation package. We discussed a possible date but I did not commit to that date. She said that it can be cancelled with a 100% refund anytime within a year of purchase. I agreed to these terms and was charged $199 on 10/21/23. I called on 6/26/24 to cancel the package and was told that the time period for cancelling with a refund was 30 days. I asked for the correct listing information for filing a complaint on the BBB. I was transferred to a customer care representative named *****************************. He also said that cancellation with a refund was only possible within 30 days. He said I would have received an email with "details of participation." I said that I did not receive an email with that information. I suggested that he listen to the recording of the phone call to hear what ******** said. He did not review the phone call. He confirmed that I had been charged $199. When I asked for the correct listing information for Bluegreen for the purpose of making a complaint, he instructed me to use "Bluegreen Resorts" without providing the correct address. I request a full refund of $199.
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21907852

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 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 four-day, three-night vacation package from our partners at ************* on October 20, 2023. The cost of the package was $199, and Mr. and ****************** have a 12-month period from the purchase date in which to use their vacation package. The package does require attendance at a sales presentation during the stay.

Upon receiving the Better Business Bureaus correspondence advising of Mr. ******** concern, one of our Customer Experience Specialists spoke with ****************** on July 2, 2024, listening to his concerns, clarifying the cancellation policy for Mr. and Mrs. ******** vacation package, and discussing options for the account, as ****************** advised they will not be able to travel before the package expires. Our Specialist discussed Mr. ******** options to either extend the vacation package or transfer it, but ****************** declined both options.In addition to speaking with ****************** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

Mr. ******** concern is regarding the cancellation period for their vacation package. Bluegreen would advise that Mr. and ******************* had 30 days from the purchase date in which to cancel their package and receive a refund. This information was provided in the Details of Participation provided in Mr. and Mrs. ******** purchase receipt. In addition, our Specialist reviewed Mr.******** previous call with our Customer Experience team on October 20, ******** ****************** was not advised during that call that he could cancel any time within a year after purchase.

Bluegreens Customer Experience team has reviewed Mr. and Mrs. ******** package purchase experience closely. After doing so, Bluegreen finds that we will not provide a cancellation and refund for the package, as ****************** requested to cancel outside of the 30-day cancellation period. Should ****************** have any further questions or concerns or wish to proceed with extending or transferring the package, he has the direct contact information of our Specialist, and our Customer Experience team will be pleased to assist him.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/04/2024

Complaint: 21907852

I appreciate the consultation with the representative on July 2nd. While I trust that the specialist reviewed the recording of the phone call, I believe that this response does not adequately represent the issue at hand. When I was told about the package, I explained that I probably would not use it. I was then told that I would have 1 year from booking to cancel. I was not initially advised that my wife would need to be present for the package. It seems that when I purchased the package, I was on a call with another entity called ************** To support this claim, I will now refer back to the phone call that took place last week with *****, a Bluegreen Vacations representative. ***** informed me that I had originally booked the package with *****. This is to confirm that my Oct. 20 phone call with ******** was not the initial call when I learned about the package.
Returning to the July 2nd phone call and the current response, please understand that I offered to file a BBB complaint with ************** The specialist said that she would handle the resolution of this issue with them.
I request a refund based on the fact that Bluegreen is ultimately responsible for the unclear communication about the timeframe for cancellation and the need for a spouse to be present.

Sincerely,

***********************
Initial Complaint
Date:06/26/2024
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.
I have uploaded to this complaint a letter sent to Bluegreen months ago, it explains my experience as a Timeshare owner and the reasons why I demand a cancellation.Thank you for your help.
Business Response
Date: 07/04/2024
July 4, 2024

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

RE: Consumer File No. 21905529

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 26, 2024, regarding the consumer correspondence of **************************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Upon receipt of your correspondence advising of Mrs. *********** concerns, our ************* ********************** Specialist reviewed her account and determined she is currently represented by legal counsel. Bluegreens records indicate that Bluegreens **************** received a notification letter from Mrs. *********** legal representation dated January 29, 2024. Were ************************* not represented by counsel,our Specialist would be pleased to assist her. However, because ************************* has elected to move forward with legal representation, Bluegreens Specialist is unable to speak with ************************* further. Should ************************* have any further questions or concerns, we kindly request that her legal representation contact Bluegreens **************** directly, as any correspondence will be handled by Bluegreens ****************.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/17/2024

Complaint: 21905529

I am rejecting this response because:
The contracts were oringally in both mine and my husband's name. About two months after my husband passed away I called Bluegreen as I was instructed to do. I explained that my husband had died and I would not be unable to keep up with both mortgage payments. I asked if there was a way to get the payments reduced, or because of my situation could be let out of one if not both contracts. I was told a flat "no" by several people from Bluegreen. I should have taken down the names of the people I spoke with, but didn't, I was not thinking at the time, I was transferred so many times I lost track of who I was speaking with. I was told that my best bet would be to sell my timeshares,which I attempted to do but was unsuccesful. I ended up losing money to pay a company that was supposed to list the time shares for me. I was also told that Bluegreen does not buy-back timeshare and if I didn't continue to make timely payments I would be going to court.
I am 69 years old, retired, living on a fixed income since my husband passed. All of the payments to Bluegreen and several other bills that all are auto-pay is depelting my savings and soon I won't be able to pay the mortgage on the home where I live.I wanted to beleive that the company was a good company because everyone that was involved with us were super nice, butI soon learned that they will say anything to get you to sign.The truth is I was taken advantage of and heaven only knows how many other people they did the same thing too.

Sincerely,

*********************************
Business Response
Date: 07/24/2024
July 24, 2024

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

RE:Consumer File No. 21905529

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 26, 2024, regarding the consumer correspondence of ************************************** and Mrs. *********** rebuttal correspondence received on July 19, 2024. Thank you for reaching out to us on her behalf to apprise us of her continuing inquiry.

Bluegreen desires to be responsive to Mrs. *********** issues of concern and resolve this matter. However, Bluegreen reiterates the positions described in our earlier correspondence dated July 4, 2024. Because ************************* has elected to obtain legal representation, Bluegreens Specialist is unable to speak with ************************* further. Should ************************* have any further questions or concerns, we kindly request that her legal representation contact Bluegreens **************** directly, as any correspondence will be handled by Bluegreens ****************.

Sincerely,

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

Customer Answer
Date: 07/25/2024

Complaint: 21905529

I am rejecting this response because:

Sincerely,

*********************************
Initial Complaint
Date:06/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We thought we only had 3 contracts with Bluegreen, but we found out about a 4th when we received an annual maintenance fee bill. This is unacceptable. After realizing we were being charged for 4 properties, not 3, we began to suspect other deceitful practices by Bluegreen. We found that our contracts violated Texas laws regarding timeshare sales & deceptive trade practices. We were approached with offers of a free stay, a $200 gift card, & a free cruise, which turned out to be lies. These offers enticed us into signing contracts, but the actual benefits were misrepresented, with accommodations being subpar without upgrades. During our second upgrade, conducted over the phone, we were adamant about our lack of interest but were then offered a free trip to ******. This offer pressured us into entering a second contract, as we felt we had no other choice but to upgrade to avoid a poor travel experience. We were also offered free RCI vouchers if we upgraded. These tactics were very deceptive, & we feel completely taken advantage of. June 2020, we were enticed a third time over the phone with a free weekend stay, dining credit, & spa package. These tactics violated Texas state law. During the pandemic, we couldn't travel. When we tried booking vacations later, it was nearly impossible. The resorts listed in our catalog were often unavailable & we faced continuous issues with the booking portal & poor customer service. We also felt misled about the benefits of gold or platinum status & were never informed about the increases in maintenance fees. These deceptive practices led us to demand the cancellation of all ************************ for the misrepresentations & lack of ethics demonstrated by Bluegreen. We have received no acknowledgment or resolution, only continued harassment for payments. We demand immediate action to address our grievances.
Business Response
Date: 07/05/2024
July 5, 2024

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

RE: Consumer File No. 21905012

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 26, 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 Ms. *********************** purchased a Bluegreen Vacation Club timeshare interest on January 11, 2020. ****************** and ******************** subsequently increased their ownership interest by purchasing additional Points on June 27, 2020 and September 26, 2020. At one time, ****************** and Ms. ********* timeshare interest confers ownership of ****** Annual Vacation **** Points, ***** Biennial Vacation **** Points and Premier Silver membership.

Upon receipt of your correspondence advising of Mr. ******** concerns, Bluegreens ************* ********************** Specialist reached out to him by telephone on June 27, 2024, resulting in being unable to leave a voice message.Our Specialist followed up the same day by email advising that we wish to speak with him regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out again to ****************** by telephone on July 2 and July 3, 2024, again resulting in being unable to leave voice messages. Although we have been unable to speak with ***************** directly, Bluegreen wishes to respond to him through the Better Business Bureau.

Mr. ******** first concern is regarding being billed maintenance fees based on the number of accounts they had. 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. Therefore,the number of properties and contracts owned is not the basis for maintenance fee billing. Rather, the number of Points owned determines the maintenance fees, since the billing calculation is the base rate plus a per-Point rate.Furthermore, at one time, ***************** and Ms. ********* timeshare interests were divided into four accounts for billing purposes, which *** be the cause of the confusion.Bluegreen would reassure ***************** and ******************** that the number of accounts also does not cause an increase in the amount of maintenance fees billed.

Mr. ******** second concern is regarding the incentives offered at the time of purchase. ****************** states these incentives were offered in order to entice them into signing contracts. At the time of a purchase, promotional gifts *** be provided to new and upgrading owners, including gift cards, certificates from our exchange partner Resort ************************** (RCI), airline flight certificates, cruise vacation certificates, or certificates for other resort or hotel stays. These vacation certificates are given as incentives for owners to enrich their vacation experience, but they are not intended to create pressure. Bluegreen would advise that ****************** and ******************** were not under any obligation to purchase or sign contracts. However, ****************** and ******************** are always welcome to attend a presentation should they wish to learn more about their ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation. Additionally, the terms and conditions of these promotional vacation certificates are not established by Bluegreen. The certificates explain any fees and restrictions for the owner to review prior to activating the certificates. Bluegreen would advise that any concerns regarding availability and use of these certificates should be directed to the third-party vendor listed on the certificate for further assistance, since Bluegreen does not service the certificates.

Mr. ******** third 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 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 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.

****************** also states concern 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 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. ***************** and ******************** initialed beside Section1, 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.

Next, ****************** is concerned with the poor customer service he states they received when trying to resolve the issues they have experienced when trying to book vacations with their ownership. Bluegreen strives to provide receptive, reliable, and speedy communication and service for our owners. Bluegreen regrets that ***************** feels they did not receive our characteristic high-quality customer service and communication when speaking with our customer service agents. ********************** agents routinely provide helpful information,supportive suggestions, and outstanding service for our owners. In addition to this service through the Bluegreen contact center, Bluegreen also offers the opportunity to schedule Understanding New Ownership calls. Understanding New Ownership appointments are planned at a convenient time for a highly-trained Bluegreen customer service agent to call an owner and describe the countless benefits of Bluegreen ownership in detail. The educational call is an opportunity for an owner to receive personalized assistance and individualized care from a Bluegreen agent who does not sell Points but instead offers professional insights, experienced suggestions, and friendly service.

****************** also states feeling misled regarding the Gold and Platinum levels of Vacation **** ownership at Bluegreen. Bluegreen is pleased to offer several ownership levels. Vacation **** owners generally enter the **** as Foundation owners who enjoy access to a wealth of benefits through the Vacation **** while owning fewer than ****** Points annually. Bluegreen owners who own ****** Points or greater annually are Premier owners. Bluegreen has five tiers of Premier owners, each with increasing benefits commensurate with their increasing Points owned. Our Premier ownership tiers are Bronze, Silver, Gold, Platinum and Diamond. A full description of the unique ownership benefits included with Bronze, Silver, Gold, Platinum and Diamond ownerships was made available to ***************** and ******************** in their Premier Owner Guide and is accessible on the Bluegreen owner website. As always, ***************** and ******************** *** call our customer service contact center six days a week for any additional information they desire.

Mr. ******** final concern is regarding the increase in 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 provides that Bluegreen has the right to increase or decrease fees from time to time. As stated above, Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Again, ****************** 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 ***************** and Ms. ********* ownership closely. After reviewing their ownership, 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 refund requested for ****************** and ********************.At this writing, ****************** and Ms. ********* mortgage loan in connection with their timeshare purchased on September 26,2020, is currently 286 days past due, respectively. Bluegreens ******************* has called, emailed, and sent letters to ***************** and ******************** to advise them of the delinquency and provide an opportunity to bring their loan current. Should ****************** and ******************** elect not to continue mortgage payments, their loan *** charge off due to nonpayment of mortgage. Furthermore,Bluegreen would advise that ****************** and Ms. ********* mortgage loans for their timeshare purchases on January 11, 2020, and June 27, 2020, have been charged off due to nonpayment on February 21, 2024, and February 7, 2024, respectively. Should ****************** have any further questions or concerns, he has the contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/09/2024

Complaint: 21905012

***************************,
You are very good at reciting your scripts and provided responses to my concerns. You can read off technicalities all you would like, that does not change my experience with your company and the lies I was told. To be clear, we refuse to answer any of your phone calls because everything that has ever been said to us verbally has been a lie, we have no trust for your company and refuse to get scammed into anything further! You claim I signed these documents and read them and understood them. I did not. Had I read them and understood them we would not be writing back and forth at this time as I would not have purchased this timeshare. You state, completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen, did you stop to think about the fact that that is what YOUR salesman told us to write? We are bound to your lies, mischievous sales practices and cruelty. It is honestly mind boggling to me that you are still in business and allowed to sell anything let alone a timeshare. In this response you composed to me I am just now learning about the possibility of the maintenance fees changing. It seems as though you have not read the many letters we have sent into your company explaining what happened to us, or you simply do not care. Which one is it? The actions taken by your company violate specific laws, that is outlined in our letter to you as well. I suppose that is why it was ignored. This is outrageous and we will not stop until this has been rectified by your company. This is a complete joke at this point and I cannot believe we are even having to go through this.

Sincerely,

*****************************
Business Response
Date: 07/19/2024
July 19, 2024

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

RE: Consumer File No. 21905012

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 26, 2024, regarding the consumer correspondence of ********************************, and Mr. ******** rebuttal correspondence received on July 10,2024. Thank you for reaching out to us on his behalf to apprise us of his continuing inquiry.

Upon receipt of your correspondence advising of Mr.******** rebuttal, Bluegreens ************* ********************** Specialist reached out to him by telephone on July 11, 2024,resulting in being unable to leave a voice message as the voice mailbox was not set up. Our Specialist followed up the same day by email advising that we wish to speak with him regarding his rebuttal correspondence, requesting his availability to speak by telephone, and providing direct contact information. Our Specialist reached out again to ****************** by telephone on July 12 and July 17, 2024,again resulting in being unable to leave voice messages. Although we have been unable to speak with ***************** directly, Bluegreen wishes to respond to him through the Better Business Bureau.

Mr. ******** rebuttal correspondence expands on the same concerns stated in his original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated July 5, 2024, on all subjects therein. In addition, Bluegreen would like to respond to the additional concerns in Mr.******** rebuttal correspondence.

Mr. ******** first additional concern is that he states he is learning for the first time about the possibility of the maintenance fees changing. Bluegreen would advise ****************** and ******************* that the Owner Confirmation Interview at Section 8 provided that maintenance fees may vary from year to year as the result of changes in utility costs, taxes, insurance and other common expenses and fees. ***************** and ******************** initialed next to Section 8 acknowledging that they had taken into account the maintenance fees and **** Dues when making their decision to purchase.

Mr. ******** other additional concern is that he states they are unwilling to speak by telephone and that we have ignored their many letters. Bluegreen first received ****************** and Ms. ********* letter on September 8, 2023. In response to the letter, our ************* ********************** team contacted ****************** and ******************** by telephone on September 11 and September 19, 2023, resulting in being unable to leave voice messages due to the voice mailbox not being set up. Our Specialist immediately followed up by email on September 11, 2023, advising that we wish to speak with them about their concerns, requesting their availability to speak by telephone, and providing direct contact information.****************** replied by email on September 21, 2023, stating he wanted all communication in writing and due to his remote work location and schedule that it would be very difficult to schedule a telephone appointment. Our Specialist responded by email the same day thanking ****************** for his response and advising we respect his decision to not speak by telephone. However, in order to assist or discuss their ownership concerns, our Specialist must speak with them by telephone. We heard nothing further from ****************** and ******************** until receiving another letter on April 9, 2024. Our Specialist reached out by telephone on April 10 and April 25, 2024, resulting in being unable to leave a voice message. Our Specialist followed up immediately both days by email advising we are trying to reach them regarding their concerns and providing direct contact information. We received another letter from ****************** and ******************** on June 17, 2024. Our Specialist reached out by telephone on June 19, 2024, again being unable to leave a voice message.Our Specialist followed up by email the same day advising we are trying to reach them regarding their concerns. ****************** replied by email the same day stating they would not be speaking with anyone by telephone. Once again, our Specialist responded by email advising ****************** that they must speak by telephone in order to assist with their concerns. She advised we respect his decision to not speak by telephone at this time and to reach out if he changes his mind. Unfortunately, we received no further communication from ****************** and ******************** until receiving their recent Better Business Bureau correspondence. Therefore,we deny Mr. ******** assertion that Bluegreen ignored their letters.

Bluegreens ************* ********************** team has again reviewed ***************** and Ms. ********* ownership. After additional review, Bluegreen still finds that ***************** 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 ****************** and ********************.However, at this writing, Bluegreen would advise that ****************** and Ms. ********* mortgage loans in connection with their timeshare purchases on January 11, 2020, June 27, 2020, and September 26, 2020, have been charged off due to nonpayment on February 15, 2024, February 2, 2024, and July 8, 2024, respectively. Therefore,****************** and ******************** are no longer Bluegreen owners and have been removed from our system. Should ****************** have any further questions or concerns, he has the contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my dissatisfaction with our timeshare contract and to request your assistance in canceling it. We have only used the timeshare twice. We have come to the realization that this purchase was a waste of our money and feel that we were deceived and misled regarding the benefits/ammenities of the timeshare.We reached out to Bluegreen Vacations for direct assistance, but were disappointed to be referred to a third-party resale option instead of receiving any actual assistance. We do not want to sell our timeshare, we want to cancel it altogether.We are hoping that you can understand our frustration and work with us on canceling our contract. We are willing to take the necessary steps and fulfill any obligations to ensure a smooth cancellation process. We appreciate your attention to this matter and look forward to a resolution.Regards,******* and *******************
Business Response
Date: 07/05/2024
July 5, 2024

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

RE: Consumer File No. 21904279

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 26, 2024, regarding the consumer correspondence of *********************** and ****************************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

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

Bluegreens records indicate that *********************** and **************************** purchased a Bluegreen Vacations **** timeshare interest on May 5, 2014. Mr. and *************** timeshare interest confers ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and *************** concerns,and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists spoke briefly with ************* by telephone on June 27, 2024, in which ************* advised it was not a convenient time to speak. Our Specialist followed up by email requesting ************* to reply with her available times to speak. Our Specialist reached out by telephone again on July 2 and July 3, 2024, leaving a voice message that we wish to speak with Mr. and ************* regarding their Better Business Bureau correspondence and providing direct contact information. Although we have not been able to speak with Mr. and ************* directly, Bluegreen wishes to respond to their concerns through the Better Business Bureau.

Mr. and ************* first mention that they have used their ownership twice since they have been owners. Bluegreen firmly believes that traveling on more vacations with Bluegreen is exactly the experience Mr.and ************* need to remind them why they purchased a vacation ownership. We would advise Mr. and ************* that our customer service contact center is available and eager to assist. Our contact center is open six days a week to help Mr. and ************* get the most from their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the phone with Mr. and ************* for as long as needed to answer their questions and reserve vacations. These calls are an opportunity for Mr.and ************* to receive personalized assistance and individualized care from a Bluegreen agent who can offer professional insights, experienced suggestions,and helpful service.

Mr. and *************** second concern is regarding representations they state were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The ***** Confirmation Interview at Section 12 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents.Section 12 provides a space for Mr. and ************* to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ************* by writing None, indicated no outside promises or commitments were made by Bluegreen. Furthermore, the ***** Beneficiary Agreement at Section 24 provides that Mr. and *************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. and *************** next concern is with the communication and response they received from Bluegreen as they attempted to cancel their 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. Bluegreens records indicate multiple interactions with our telephone contact center and our ***** Communications Chat team. In each of these interactions, our representatives addressed Mr. and *************** concerns and offered assistance with many aspects of their ownership. Our ************* ********************** team began outreach to Mr. and ************* as soon as we received their concerns through the Better Business Bureau, resulting in leaving voice and email messages. At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners.Once again, Bluegreen is pleased to respond to Mr. and ************* through the Better Business Bureau.

Mr. and *************** final concern is regarding their request to cancel their ownership. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the ***** Beneficiary Agreement for Mr. and *************** review. The ***** Beneficiary Agreement states the rescission period on the signature page in bold 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 ***** Beneficiary Agreement document in their possession when they left the sales presentation and purchase meeting. Mr. and ************* 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 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. This is the only time the contract provides for Bluegreen to cancel a purchase. Unfortunately, Bluegreen did not receive a request to cancel from Mr. and ************* during the rescission period.

Bluegreens ************* ********************** team has reviewed Mr. and *************** ownership closely. After doing so, Bluegreen finds that Mr. and ************* remain responsible under the terms of the purchase agreement they executed for their timeshare purchase. Bluegreen will not provide the cancellation and refund requested by Mr. and *************. Bluegreen wishes to advise that Mr. and *************** contract for their May 5, 2014, timeshare purchase has been paid in full. Should Mr. and ************* have any further questions or concerns, they have the direct contact information of our Specialist.

Sincerely,

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

Customer Answer
Date: 07/18/2024

Complaint: 21904279

I am rejecting this response because:

****************** and the Better Business Bureau,
It is important to note that the responses we received from ****************** felt automated and dismissive of our concerns. We don't understand the need for fact-checking and we should not have to defend our experiences and concerns. We were hit by a severe storm that resulted in a loss of power and access to our phones and emails, which hindered our communication with Bluegreen.
Our main concern now is understanding how we could have known that the information we received during the sales presentation and contract signing was false. We consider ourselves intelligent consumers, and we were led to believe that we were investing in a luxurious ownership experience that has yet to come to fruition. We are displeased with the false advertising and misleading information presented by Bluegreen's representatives.
We first spoke to ****** at Blue green who referred us to their responsible exit team. We spoke to this team and they offered us a fee to cancel our contract. However, we are not interested in accepting this offer as we should not be held responsible or hostage for something we thought we were getting. We firmly believe that our voices should be heard, and we deserve a fair resolution to this matter. The fact that you get away with doing this to people truly leaves me speechless. Companies like yours always get away with deceitful tactics.
As such, we ask the Better Business Bureau to investigate this situation further and hold Bluegreen Vacations accountable for their misrepresentati

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

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

RE: Consumer File No. 21904279

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 26, 2024, regarding the consumer correspondence of *********************** and **************************** and Mr. and *************** rebuttal correspondence received on July 19, 2024. Thank you for reaching out to us on their behalf to apprise us of their continuing inquiry.

Upon receipt of your correspondence advising of Mr. and *************** rebuttal,our ************* ********************** Specialist reached out to Mr. and ************* by telephone and email on July 22 and July 24, 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 received an email response from ************* on July 24, 2024 advising when she would be available to speak. Our Specialist scheduled an appointment to speak with ************* for a later date. Our Specialist spoke with ************* by telephone on July 25,2024, listening to her concerns, discussing resale or a title transfer as possible resolutions and offering a responsible exit. ************* declined our Specialists offers. In addition to speaking with ************* directly, Bluegreen wishes to respond to Mr. and *************** concerns through the Better Business Bureau as well.

Mr. and ************** rebuttal correspondence expands on the same concerns stated in their original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated July 5, 2024, on all subjects therein. In addition, Bluegreen would like to respond to the additional concern in Mr. and *************** rebuttal correspondence.

Mr. and *************** rebuttal mentions concern with the requirement to pay upcoming maintenance fees in order to proceed with the relief our Specialist offered in their July 17, 2024, conversation.Bluegreen would certainly love to have Mr. and ************* retain their ownership, pay the upcoming Maintenance Fees, and enjoy continued usage of her **** points. However, if they are interested in exiting the ownership, the parameters the Specialist offered are accurate and would provide a safe and expedient exit from the Vacation ****. Should Mr. and ************* have any questions about the process or its requirements, they have the contact information for our Specialist.

Bluegreen desires to be responsive to Mr. and *************** issues of concern and resolve this matter. However, Bluegreen remains firm that we will not cancel and refund Mr. and *************** ownership. Should Mr. and ************* have any further questions or concerns, they have the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/25/2024
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 am writing to file a formal complaint against Bluegreen Vacations regarding a timeshare I purchased on March 2, 2014. I was initially attracted by the promise of being able to take a vacation every odd year during week 40. However, since purchasing the timeshare, I have only been able to use it for vacation three times.The sales presentation was conducted under high-pressure conditions. I was told it would last only 90 minutes, but it actually extended to four hours. Throughout the process, I felt rushed and pressured. The representative assured me that I could sell the timeshare to anyone at any time, which has proven to be untrue. I was not made aware of the rescission period, nor was I informed that the timeshare would pass to my heirs, obligating them to pay indefinitely.When I asked Bluegreen to cancel the timeshare, they said they couldnt help and suggested I contact another company to attempt to resell it. However, selling the timeshare has been extremely difficult, contrary to what was initially promised. Due to financial hardship, including significant credit card debt, I can no longer continue with this timeshare. I have repeatedly requested cancellation, believing that Bluegreen has the authority to take it back.I am seeking your assistance in reviewing my case and helping me obtain a favorable response from Bluegreen, including an option for release from this timeshare. The financial burden of maintaining this timeshare is unsustainable for me, and I urgently need a resolution.Thank you for your attention to this matter. I look forward to your assistance.
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21899903

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 25, 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 one-year Sampler package with Bluegreen on July 22, 2011. ******************** then upgraded to lifetime ownership, purchasing a Bluegreen Vacation Club timeshare interest on March 2, 2014. 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 26, 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 and email again on June 27, 2024, and by telephone on June 28, 2024, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with ******************** directly, Bluegreen wishes to respond to her concerns through the Better Business Bureau.

Ms. ********* first concern is that she understood she would be able to use her Points to travel during week 40 in every odd year. Our records indicate that Ms. ********* timeshare ownership is deeded at The Fountains in *******, *******,and her deeded time is during week 40 of every odd year. ******************** has the option to reserve use of her deeded accommodations thirteen months to eleven months and one day in advance of check-in. This is Ms. ********* Priority Use Period. Ms. ********* Priority Use Period allows her to stay at the resort where she is deeded, in her deeded unit, for her deeded time period. Our Specialist would be pleased to provide additional information regarding the Priority Use Period if ******************** wishes to speak by telephone. Alternately,if ******************** does not wish to vacation in *******, Bluegreen would advise that the location of Ms. ********* deed is immaterial when reserving vacations for her personal use, because her Points can be used to book any available Bluegreen property or can be used with Resort ************************** (RCI)to book an RCI-affiliated resort. If ******************** wants additional information about reserving vacations or scheduling her Priority Use Period, 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. ********* second concern is about the pressure she felt to purchase and the length of the sales presentation she attended. Bluegreen would advise that ******************** was under no obligation to purchase. If she was uncomfortable with the product, service, or financing terms at the time of purchase, ******************** could have departed the sales site without signing any documentation or completing a purchase. ******************** also states the presentation went longer than the 90 minutes expected. 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. This estimate does not include the additional time spent to answer a prospective owners follow-up questions, tour the property, find the Points ownership best suited to a prospective owner, or complete the purchase paperwork.

Ms. ********* third concern is that she was told she could resell her 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 as circumstances change. 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.

******************** also expresses frustration with her attempts to cancel her ownership, and that the rescission period was not brought to her attention by sales staff during the purchase of her timeshare. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. ******************* had physical copies of her Owner Beneficiary Agreement and Owner Confirmation Interview in her possession when she left the sales presentation and purchase meeting. ******************** therefore had an opportunity to read through these materials right away after purchasing or later at her leisure. If ******************* had any doubts about the Bluegreen product or its suitability for her personal vacation needs, she could have promptly reviewed the contract documents provided and followed the instructions to cancel, if desired. Furthermore, the Owner Beneficiary Agreement clearly states the rescission period to cancel the contract in bold text and capital letters immediately above the signature line where ******************** signed to make her timeshare purchase.This prominent text shows that Bluegreen was not attempting to conceal the timeframe of Ms. ********* right to cancel her contract. 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.

******************** is also concerned that her heirs will become financially responsible for her timeshare interest should something happen to her. Bluegreen would remind ******************** 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. Ms. ********* heirs would not be legally required to assume financial responsibility for the ownership if they do not wish to do so.

Ms. ********* final concern is regarding affording her timeshare ownership.Bluegreen would advise ******************** that the financing terms for her timeshare contract were disclosed at the time of purchase. The second page of Ms. ********* Owner Beneficiary Agreement advises the purchase price and financing terms for the contract. However, our records indicate that Ms.********* mortgage loan has been paid in full since 2015, so she does not have an active loan with Bluegreen. Maintenance fees are also discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. ******************* initialed next to Section 8, indicating her understanding and consent.Ms. ********* Purchase Proposal also provides a breakdown of annual maintenance fees. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due. Finally, ******************** initialed beside Section 11 of the Owner Confirmation Interview, indicating that she could afford to make all payments connected with the timeshare purchase and that it would not pose an undue financial burden for her family.

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

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/09/2024

Complaint: 21899903

I am rejecting this response because my primary objective is to have this timeshare canceled. I have explicitly communicated that I can no longer continue with this timeshare. I have incurred significant credit card debt, and maintaining this timeshare obligation exacerbates my financial hardship. Additionally, I do not want to burden my heirs with this timeshare. Given the ease with which I was signed into this contract, I believe they have the authority to release me from it.

Sincerely,

***************************
Business Response
Date: 07/19/2024
July 19, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***************** and the *********
*************************************************************************************************************
RE: Consumer File No. 21899903

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 25, 2024, regarding the consumer correspondence of *******************************, and her rebuttal correspondence received on July 10, 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 10, 2024, leaving messages that we are trying to speak with her regarding her rebuttal correspondence. Our Specialist reached out to ******************** by telephone and email again on July 11 and 16, 2024, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with ******************** directly, Bluegreen wishes to respond to her rebuttal through the Better Business Bureau.

Bluegreen desires to be responsive to Ms. ********* concerns and resolve this matter.However, Ms. ********* rebuttal correspondence does not identify any new issues to which Bluegreen has not already responded. Bluegreen reiterates the positions stated in our earlier correspondence to the Better Business Bureau dated July 3, 2024, on all subjects therein. Bluegreen will not provide the cancellation requested for ********************. Should ******************** have any further questions or concerns, we invite her to contact our Specialist directly at the contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/23/2024

Complaint: 21899903

I am rejecting this response because this situation has persisted for an extended period, and I want to emphasize that my primary goal is to have this timeshare obligation cancelled, but Bluegreen consistently rejects my cancellation requests.

My intention remains clear - I am seeking a complete release from my timeshare obligations. To ensure clarity and convenient reference, I would appreciate all future communication regarding my cancellation request to be sent in writing, either via mail or email. This will allow me to maintain a clear record of the process.

Sincerely,

***************************
Initial Complaint
Date:06/25/2024
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.
Contract #: ******* To Whom It May ********** January 2020, I booked a cottage at ******************* for two nights at $129 per night. I was informed I had to attend a presentation for a $100 gift card. The presentation turned into a high-pressure sales pitch for a Bluegreen timeshare, lasting 5 to 6 hours, ruining my plans for the day.When I later booked my free weekend, I was subjected to another sales pitch, where my credit report was run without permission. This session lasted another 3 to 4 hours, leaving me exhausted and upset.I discovered that my points often werent enough to book a resort, or they were fully booked. However, rooms were available for cash bookings. I was offered a discounted trip, but I couldnt book until the rising annual maintenance fee was paid.This experience has been a nightmare of high pressure and lack of truthfulness. I request a full refund and cancellation of my contract.Sincerely,*************************** ********************************************************* ************ ******************
Business Response
Date: 07/05/2024
July 5, 2024

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

RE: Consumer File No. 21898565

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 25, 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 lifetime ownership by purchasing a Bluegreen Vacation Club timeshare interest on January 19, 2020. **************** then purchased a one-year Owner Sampler package with Bluegreen on September 26, 2020. Mr. ******* 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 briefly spoke with **************** by telephone on June 26, 2024, scheduling a for a later date to discuss his concerns and sending an email advising him that we would like to speak with him regarding his Better Business Bureau correspondence. Our Specialist spoke with **************** by telephone on July 3, 2024, listening to his concerns, offering personalized assistance and advising that there is no provision for cancellation. Our Specialist also discussed further assistance through our mortgage team and submitted Mr. ******* request for our mortgage Specialist to reach out to him. In addition to speaking with **************** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

Mr. ******* first concern is regarding pressure he states he felt to purchase and the length of the sales presentation. Bluegreen would advise that **************** was not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if he felt the Bluegreen product did not suit his vacation needs. **************** also states 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. ******* second concern is about his experience at an owner orientation meeting. He states the owner orientation meeting was also long and that our sales team ran his credit report without his permission. 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. Our records show that **************** completed and signed a credit application, giving consent for Bluegreen to complete a credit report.Bluegreen would remind **************** that as a deeded owner with Bluegreen, he is not under any obligation to attend owner update presentations when he vacations with Bluegreen in the future if he was not interested in expanding his ownership.

Thirdly, **************** mentions that he does not have enough Points to book a vacation. **************** initialed Section 3 of the Owner Confirmation Interview, stating that 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 **************** receives 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. *************** 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 contact center agents 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.

**************** also expresses frustration with the availability to book reservations with his ownership. **************** 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 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. *************** initialed beside Section 1, indicating he understood that vacations would be based upon availability at the time of confirming a reservation. If *************** wants additional information about reserving vacations, he is welcome to call our customer service contact center. However, a thorough review of his account reveals that **************** booked and could have traveled on four reservations at different Bluegreen resorts during the years he has owned. Our contact center is open six days a week to assist ****************. Bluegreen contact center agents do not have restrictions on their talk times, so agents can and do stay on the telephone for as long as needed to provide guidance and book reservations. Furthermore, **************** has additional vacation options outside of Bluegreen resorts such as resort exchanges through Resort ************************* (RCI), hotel stays with our ************************** and cruises through our Traveler Plus benefit.

In regard to availability booked with cash, without additional information as to what **************** is referring to we cannot provide detailed clarification.However, Bluegreen wishes to advise that commercial rental transactions are strictly forbidden as stated in the Owner Confirmation Interview at Section 14.Furthermore, Section 14 states the purchase is made neither as a financial investment nor with an expectation of a financial return on an investment. *************** initialed beside Section 14, signifying he agreed the purchase was not for investment purposes. In addition, Owner Beneficiary Agreement Section 5:Purchasers Acknowledgments states the purchase is not for any possible rent returns.

Mr. ******* final concern is regarding the restrictions on his account due to the past balance for maintenance fees and Vacation **** Dues. Bluegreens records indicate that Mr. ******* maintenance fee and Vacation **** dues were past due each year since purchasing his ownership. In 2021 and 2022, **************** was granted a waiver to remove late fee charges. Owner Confirmation Interview Section 8 clearly states that maintenance fees and **** Dues must be current in order to reserve and use **** Accommodations. 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. ******* ownership closely. After doing so, Bluegreen finds that *************** remains responsible under the terms of the purchase agreement and promissory note he executed for his timeshare purchase. Bluegreen will not provide the cancellation requested by ****************. Should **************** have any further questions or concerns, he has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/25/2024
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.
To whom it may concern,I am writing to formally request the cancellation of my timeshare contract with Bluegreen Vacations, signed during a presentation in 2015. I believe the sales tactics used were misleading and pressured me into a regrettable decision.The presentation, advertised as an hour-long, lasted over 4 hours with high-pressure sales tactics that exploited my impulse buying tendencies. My wife and I felt rushed and unable to make an informed decision. We were misled about the availability and benefits of the timeshare, the stability of point values, and the ease of resale. Our experience with the timeshare has been disappointing, with scheduling difficulties, poor accommodation quality, and no viable resale market.The "in perpetuity" clause is particularly troubling, as it obligates our children to inherit the financial burden. Additionally, due to financial hardships from my wife's job loss and changes in my employment, we can no longer afford the timeshare.Considering these factorsmisleading tactics, rushed decision-making, false promises, lack of resale options, the perpetuity clause, and our financial difficultiesI request the cancellation of my timeshare contract.Sincerely,****** and *******************************
Business Response
Date: 07/05/2024
July 5, 2024

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

RE: Consumer File No. 21898447

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 25, 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 ******************************* purchased a timeshare interest with the Bluegreen Vacation Club on February 20, 2015. ****************** increased his Points ownership by purchasing an additional contract on July 11, 2015. ******************,together with ************************************, increased their Points ownership again by purchasing two additional contracts on April 4, 2017 and March 25, 2018; and through an equity trade on November 14, 2017, which was later cancelled. Mr. and Mrs. ******** timeshare interests confer ownership of ***** Biennial Vacation **** Points and ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and Mrs. ******** concerns,our ************* ********************** Specialist reached out to Mr.and ******************* by telephone and email on June 26, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence, requesting their availability to speak by telephone, and providing direct contact information. Our Specialist reached out again by telephone to Mr. and ******************* on June 27 and July 2, 2024, resulting in leaving voice messages that we are trying to reach them 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 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 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.

Mr. and Mrs. ******** second concern is regarding representations they state were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents.Section 13 provides a space for Mr. and ******************* to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ******************* left this field blank indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and *******************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. and Mrs. ******** third concern arises from the sales presentation they attended. They state they felt rushed and they were not given time to make an informed decision. As acknowledged above, 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. and Mrs. ******** next concern is regarding availability to book vacations with their ownership. Mr. and ****************** were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 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 Mr. and ****************** for as long as needed to provide guidance, answer questions, and book reservations.

Mr. and ******************* are also concerned regarding resale of their ownership. Mr. and ******************* state they were told they could easily resell their 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 14 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 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. and Mrs. ******** next concern is regarding the stability of Point values. Bluegreen would like to clarify for Mr. and ******************* that the Points table for each resort location is set at the time the resort property is added to the Vacation ****. Therefore, the Points set for each type of unit and season of the year do not vary once the Points table has been published.

Additionally, Mr. and ******************* are concerned about their experiences with resort villas that did not meet their expectations for resort accommodations. Bluegreen aims to provide beautiful vacations and exemplary customer service for our ********************** **** owners. While special requests for accommodations are never guaranteed at Bluegreen, our resort staff and contact center agents are pleased to assist with any challenges our owners experience with reservations or accommodations. It is standard practice for our team members at resort properties to assist owners during their stays, such as by offering to repair broken items,clean areas needing attention, or move Mr. and ******************* to another resort villa accommodation if one should be available. We encourage owners and guests to call our customer service contact center about their resort service experiences, as our customer service agents can review their situation and assist with their concerns appropriately.

Mr. and Mrs. ******** next concern is 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. and Mrs. ******** final 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 beside Section 12 of the Owner Confirmation Interview,indicating that they could afford to make all payments connected with the timeshare purchase, that it would not pose an undue financial burden for their family, and that all payment obligations for their previous purchases were independent and would continue.

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 release from further financial obligation requested for Mr. and *******************. Bluegreen would advise that Mr. and Mrs. ******** contract purchased on July 11, 2015 is paid in full. Should Mr. and ******************* have any further questions or concerns, we invite them to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/24/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchase a timeshare on May 15,2024. We were told we had 30 days to change our minds. We contacted numerous people to stopthe process of the purchase on 6/12/24. We left ******* and came home to numerous issues and we no longer felt we could do the timeshare.we contacted corporate or we were told we did. We talked to a ****** . She started a case #******** contract #*******. She gave us a ***************************** name &#. Called 6 times no call back. ***************************** called us we sent her the info she wanted no call back no response to emails. We contacted ********************* no call back. To today we have no call backs no response to emails. Nothing absolutely nothing. We are so upset lost and frustrated with this hole experience . My husbands health is bad my family has issues which I explained in detail to *******. I have sent 6 or 7 emails calls etc. please help us.my husband has tried to email info to ******* because the original email was sent to him .it was blocked. ********************* email to him by my husband blocked. Poor poor communication with corporate blue green. Also we received a letter from a ********************************* stating the contract couldnt be complete because of missing initials on a document. I have attached that letter from her.
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21895314

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 24, 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 ************************ purchased a timeshare interest with the Bluegreen Vacation Club on August 5, 2014. Mr.and *************** increased their Points ownership by purchasing an additional contract on May 15, 2024. Mr. and Mrs. ****** timeshare interests confer ownership of ****** Annual Vacation **** Points and Premier Gold benefits.

Upon receipt of your correspondence advising of Mrs. ****** concerns, and in accordance with Bluegreens desire to provide each owner with education, resolution, and ongoing service, our ************* ********************** Specialist spoke with ************** by telephone on June 25, 2024, listening to her concerns, explaining that their request was under review, and that she would contact her once the decision is made. Our Specialist spoke with *************** again on July 3, 2024,advising their cancellation request for their timeshare purchase on May 15,2024, was approved with no refund, and explaining the process does take time. In addition to speaking with *************** directly, Bluegreen wishes to respond to Mrs.****** concerns through the Better Business Bureau as well.

Mrs. ****** first concern is regarding the cancellation policy for their timeshare purchase contract. *************** states they were told they had 30 days to change their mind. The statutory rescission period for the timeshare purchase contract provides the cancellation policy that *************** mentions. The rescission period is stated on the signature page of the Owner Beneficiary Agreement. The Owner Beneficiary Agreement states the rescission period in bold text and capital letters immediately above the signature line where Mr. and *************** signed to make their timeshare purchase. Bluegreen would advise Mr. and *************** that they had a physical copy of the Owner Beneficiary Agreement in their possession when they left the sales presentation and purchase meeting. Mr. and *************** had an opportunity to read through these materials right away after purchasing or later at their leisure. If Mr. and *************** had doubts about the Bluegreen product or its fit for their personal vacation needs, they could have promptly reviewed the contract documents during the rescission period. Our Specialist discussed this rescission period with Mr. and ************** to clarify that this is the period during which Bluegreen cancels a contract.

Mrs. ****** second concern is that they have health and family issues that came about upon their return home after their most recent purchase. Bluegreen empathizes with the unfortunate circumstances of Mr. ****** health issues that have come about since their timeshare purchase with Bluegreen and with their other familial concerns. Generally, illness and health concerns are not a sufficient basis for cancellation of a Bluegreen contract,as Bluegreen is of the opinion that the owners other family members, friends,and personal contacts remain able to utilize the ownership even as one of the primary owners travel is affected. Still, Bluegreen appreciates *************** for sharing the health challenges affecting ************** and sends wishes for good health and recovery to him.

Mrs. ****** final concern is with Bluegreens communication and responsiveness as they have attempted to cancel their most recent timeshare purchase. Bluegreen strives to provide rapid and reliable communication for our owners. Bluegreens policy is to return ownerscommunications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreens records indicate multiple interactions with our telephone contact center, our corporate office, and our ************* ********************** team. In each of these interactions, our representatives listened to Mrs. ****** concerns and offered assistance with her concerns. Our ************* ********************** team first spoke with *************** on June 14, 2024. At that time, *************** stated she would be sending documentation to be considered in their cancellation request. Our Specialist advised that once the documentation was received the review would begin. Mr. and *************** sent an email on June 23, 2024, stating it had been two weeks since our Specialist and *************** had spoken and they needed a response. Our Specialist responded by email on June 25, 2024, advising Mr. and *************** that it had been seven business days since she last spoke with ***************, that the documentation was received later, and that it will take some additional time for a decision to be made since their request was outside of the rescission period. Our Specialist advised she would reach out with any additional questions as the review takes place. In addition, our Specialist spoke with *************** by telephone on June 25, 2024, explaining their cancellation request was under review, she would reach out again once a decision is made, and she advised that they are financially responsible for the contract until a decision is finalized. At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners.

Upon reviewing Mrs. ****** concerns, Bluegreen desires to be responsive and resolve this matter for Mr. and ***************. Therefore, as a matter of customer goodwill and not as an admission of any wrongdoing or liability, Bluegreen has offered to release Mr. and *************** from the purchase agreement and promissory note for their timeshare purchase on May 15, 2024. Bluegreen offers to cancel Mr. and Mrs. ****** most recent contract with no refund to be issued. As Bluegreen works through the cancellation, Mr. and *************** will be updated regularly until the process is complete. Should Mr. and *************** have any further questions or concerns, they have the direct contact information for our Specialist.Bluegreen is pleased to have effectively resolved this issue to Mr. and Mrs. ****** satisfaction.

Sincerely,

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

Customer Answer
Date: 07/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:06/24/2024
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.
Dear Better Business Bureau, We urgently need your help to cancel our Bluegreen timeshare. We previously reached out to you about the problems we have had with this timeshare and the high-pressure tactics used to get us to sign up. However, we haven't received a response from you and we are feeling helpless and frustrated. We were misled into purchasing this timeshare. Bluegreen promised us luxury vacations at affordable prices, but in reality, we have been met with nothing but disappointment. We have tried to reach out to Bluegreen to cancel the timeshare, but they refuse to work with us. They continue to try and charge us fees and interest on a timeshare we no longer want or can afford. We hope that you can help us navigate this complex issue and find a resolution. We want to know why you haven't replied to our initial letter and if there is anything else we can provide to help expedite this process. Thank you for taking the time. We are counting on you to help us cancel this timeshare and move on with our lives. Sincerely, ***** and *******************************
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21894969

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 24, 2024, regarding the consumer correspondence of ****************************** and ************************************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

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

Bluegreens records indicate that ******************************* and ************************************ purchased a Bluegreen Vacation Club timeshare interest on November 7, 2023. Mr. and ******************** subsequently increased their ownership interest by purchasing additional Points on January 7, 2024. Mr. and Mrs. ********* timeshare interests confer ownership of ****** Annual Vacation **** Points and Premier Bronze membership.

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 spoke briefly with ******************** on June 26, 2024. However, ******************* disconnected the call when she addressed herself as calling from Bluegreen. Our Specialist followed up with Mr. and ********************* by email on that same date 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 June 27 and 28, 2024, 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 the difficulty they are experiencing in canceling their ownership. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the Owner Beneficiary Agreement for Mr. and Mrs.********* review. The Owner Beneficiary Agreement states the rescission period on the signature page in bolded text and capital letters immediately above the signature lines where Mr. and ********************* signed to make their timeshare purchase. Mr. and ********************* had a physical copy of the Owner Beneficiary Agreement document in their possession when they left the sales presentation and purchase meeting; therefore, they had an opportunity to read through this document right away after purchasing or later at their leisure. If Mr. and ******************** had doubts about the Bluegreen product or its suitability for their personal vacation needs, they could have promptly reviewed their contract documents during the rescission period and followed the instructions to cancel,if desired. Our Specialist would be happy to discuss this rescission period with Mr. and ********************* and explain that this is the only time the contract provides for Bluegreen to cancel a purchase. Unfortunately, Bluegreen did not receive a request to cancel from Mr. and ********************* during the rescission period.

Mr. and *********************** second concern is with the communication and response they received as they attempted to cancel their 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. While our records do not show that we have received any previous correspondence from the Better Business Bureau on behalf of the *********, our records do show that Bluegreen received a letter from the ********* directly on April 1, 2024. So that we could assist, one of our ************* ********************** Specialists reached out by telephone and email on April 3, 2024, leaving messages to notify Mr. and ******************** that we were trying to reach them regarding their letter. ******************** replied by email on April 16, 2024, and by telephone on April 23, 2024,providing his available times to speak. Accordingly, our Specialist reached out again on Monday, May 6, 2024, leaving additional messages by telephone and email. ******************** replied by email on that same date to schedule an appointment time to speak. Our Specialist then spoke with ******************** on May 8, 2024, listening to his concerns and reviewing all options for his and Mrs.********* ownership. Bluegreen sincerely regrets if any additional correspondence from Mr. and ********************* was not properly received, but we are pleased that our Specialist was able to speak with ******************** previously on May 8, 2024.

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 10b provides that Bluegreen does not offer a formal buyback program and that there are limited secondary market resale opportunities for timeshares. In addition, the Terms and Conditions of the Owner Beneficiary Agreement in Section 5:Purchasers Acknowledgments disclaim the investment potential of the ownership and state there is no guaranteed buyback of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information,but Bluegreen is not party to that conversation.

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

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

Mr. and ********************* are also concerned that they have not yet been able to use their ownership as expected. Bluegreen firmly believes that traveling on their first vacation with Bluegreen is exactly the experience Mr. and ********************* need to remind them why they purchased a vacation ownership. We would advise Mr. and ********************* that our customer service contact center is available and eager to assist. Our contact center is open six days a week to help Mr. and ********************* get the most from their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the phone with Mr. and ********************* for as long as needed to answer their questions and reserve vacations.Additionally, Bluegreen also offers Mr. and ********************* an opportunity to schedule an Understanding New Ownership call. An Understanding New Ownership call is scheduled at their convenience for a highly trained Bluegreen agent to call Mr. and ********************* and describe the countless benefits of their ownership. This educational call is an opportunity for Mr. and ********************* to receive personalized assistance and individualized care from a Bluegreen agent who can offer professional insights, experienced suggestions, and helpful service.

Mr. and Mrs. ********* final concern is regarding affording their timeshare ownership. Bluegreen would advise Mr. and ********************* that the financing terms for their two timeshare contracts were disclosed at the time of purchase. The second page of Mr. and Mrs. ********* Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. In addition, the Purchase Proposal includes a breakdown of annual maintenance fees and Vacation **** Dues, as well as loan financing terms. If they were uncomfortable with the financing terms, Mr. and ********************* could have departed the sales presentation without signing any documentation or completing a purchase.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********* ownership closely. After doing so, Bluegreen finds that Mr. and ********************* remain responsible under the terms of the purchase agreements and promissory notes they executed for their timeshare purchases. Bluegreen will not provide the cancellation and refund requested by Mr. and *********************. Should Mr. and ********************* have any further questions or concerns, they have the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 08/05/2024

Complaint: 21894969

Please see attached.

Sincerely,

***************************
Initial Complaint
Date:06/24/2024
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 hope this letter finds you well. I am writing to express my deep disappointment and frustration regarding my recent experience with Bluegreen Vacations. I am a customer who, unfortunately, fell victim to what I can only describe as deceitful practices and unrealistic promises during the process of purchasing a timeshare from this company.Firstly, I would like to emphasize my initial excitement about the prospect of owning a timeshare with Bluegreen Vacations. The sales representative presented the opportunity in an enticing manner, highlighting the supposed benefits and exclusive offers associated with the timeshare. However, as time unfolded, it became increasingly evident that the information provided to me was misleading and, in some instances, misrepresented.When we entered the presentation, we had no intention of buying the product. When we showed that we were uninterested they continued to promise things that we found later to be untrue. Such as our ownership would hold its value and we could easily sell our ownership in the event we no longer wanted it; or that we could possibly rent out the timeshare to offset the cost or even generate passive income. We were told that this was a one-time offer and that if we didnt accept it immediately the offer would be gone forever, which placed more duress into our decision-making process. We were also told that this would be a great long term investment opportunity akin to real estate and that this would be a great generational Legacy Item. When it came time to sign the agreement, we felt very rushed as well as being hungry and fatigued from the entire process. I kindly request a thorough investigation into my case and a prompt resolution that addresses the discrepancies outlined above. It is my hope that this matter is taken seriously, acknowledging the impact of such practices on customer trust and satisfaction.
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21893889

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 24, 2024, regarding the consumer correspondence of *************************** and ********************************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

Upon receipt of your correspondence advising of Mr. and ******************* concerns, Bluegreens ************* ********************** Specialist spoke with **************** briefly by telephone on June 24,2024, resulting in scheduling a follow up telephone appointment. Our Specialist spoke with **************** again by telephone on June 27, 2024, listening to his concerns, providing clarification about their ownership, and offering personalized assistance with their ownership. **************** declined assistance with utilizing their ownership. In addition to speaking with **************** directly, Bluegreen wishes to respond to Mr. and ***************** through the Better Business Bureau as well.

Please find enclosed a copy of a response that Bluegreens **************** prepared and submitted to the ***************** of the ******** General. Mr.and ***************** directed the same consumer matter to both the ***************** of the ******** General and the Better Business Bureau. As such, please accept Bluegreens response to the ***************** of the ******** General as Bluegreens response to Mr. and ******************* Better Business Bureau correspondence as well. Bluegreen reiterates the positions described in our ****************s correspondence to the ***************** of the ******** General dated January 11, 2024, on all subjects therein.

Bluegreens ************* ********************** team has reviewed Mr. and ******************* ownership closely since receiving their Better Business Bureau correspondence. After review, Bluegreen finds that Mr. and ***************** remain bound to the terms of the purchase agreement and promissory note they executed for their timeshare purchase.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.

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

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