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:06/24/2024
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.
I feel it is important to share my honest experience with Bluegreen. I strongly advise against getting a timeshare, especially through this company. They are dishonest and do not take responsibility for their actions. We purchased our timeshare in 2015 or 2016, and we have only used it once or twice for a brief stay at a ************ in **********. Whenever we have tried to plan a vacation using our timeshare, there has never been any availability that suited our needs. We were promised by bluegreen that scheduling would be easy and hassle-free, but it turned out to be a huge problem. To add insult to injury, during the difficult time of losing both of our mothers in late 2014 and early 2015, we attempted to use our timeshare for some much-needed relaxation but were unable to find any open dates that worked for us. Eventually, we gave up trying to schedule anything and have never actually stayed at a Bluegreen facility. The maintenance fees for the timeshare are crazy and they do not provide enough value for what you end up spending. I urge anyone considering using this company for a timeshare to please reconsider. They will try to charge you an excessive amount of money just to release you from your obligations. It feels like they are simply taking advantage of their customers without any consideration for unexpected life changes
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21893593

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 his behalf to apprise us of his inquiry.

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

Bluegreens records indicate that ********************************* and ********************************** purchased a Bluegreen Vacation Club timeshare interest on October 21, 2015. Mr. and ******************** subsequently increased their ownership interest by purchasing additional Points on November 2, 2016. Mr. and Mrs. ********* timeshare interests confer ownership of ****** Annual Vacation **** Points and Premier Platinum membership.

Upon receipt of your correspondence advising of Mr. ********* concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach ******************** by telephone and email on June 24, 2024,leaving messages to notify him that we would like to speak with him further to address his Better Business Bureau correspondence. Our Specialist reached out to ******************** by telephone and email again on June 25 and 27, 2024, again leaving messages that we are trying to reach him and providing direct contact information. Although we have been unable to speak with ******************** directly,Bluegreen wishes to respond to his concerns through the Better Business Bureau.

Mr. ********* first concern is regarding representations he states were made during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details in the contract documents. The Owner Confirmation Interview in Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provided a space for Mr.and ********************* to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ******************** circled 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. ********* second concern is that they have not used their ownership, except by converting Points to Choice Privileges on one or two occasions. 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. This call is an excellent resource for new owners, as well as for longstanding owners who have not made frequent use of their timeshare and would like additional support in maximizing their vacation package.

Mr. ********* third concern is regarding availability to book vacations with their ownership. Mr.and ********************* were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview, Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from eleven months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ********************* initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore,as Premier Platinum owners, Mr. and ********************* have access to our Premier wait list benefit, which allows them to request reservations four months before the reservation booking window opens to the general ownership. While Premier wait list requests are not guaranteed until confirmed, this benefit would help Mr. and ********************* to maximize Bluegreens availability by requesting vacations in advance. Finally, if Mr. and ********************* want additional information about reserving vacations, we invite them to call our customer service contact center for assistance and support in scheduling reservations.

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

******************** also states a concern with the requirement to pay upcoming maintenance fees in order to proceed with the relief one of our Specialists originally offered during their conversation on November 2, 2023. Bluegreen would certainly love to have Mr. and ********************* retain their ownership, pay the upcoming Maintenance Fees, and enjoy continued usage of their **** 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 ******************** have any additional questions about the process or its requirements, he has the contact information for our Specialist.

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

Bluegreen believes we offer a valuable vacation ownership but understands that some owners may wish or need to come to an end with the Bluegreen product as circumstances change. Owner Confirmation Interview Section 14 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, the Terms and Conditions of the Owner Beneficiary Agreement in Section 5: Purchasers Acknowledgments disclaim the investment potential of the ownership and state there is no guaranteed buyback of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********* ownership closely. After doing so, Bluegreen finds that Mr. and ********************* remain responsible under the terms of the purchase agreements they executed for their timeshare purchases. Outside of the relief option previously discussed with Mr. and ********************* on November 2, 2023 and reviewed with them on December 12, 2023, and January 29, 2024, which does not include a refund, Bluegreen will not provide the cancellation requested by Mr. and *********************. Should ******************** have any further questions or concerns, he has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/18/2024
I totally disagree with their reply and Im filing a FTC complaint!

Customer Answer
Date: 07/23/2024

Complaint: 21893593

I totally disagree with their reply and Im filing a FTC complaint!

Sincerely,

*****************************
Initial Complaint
Date:06/24/2024
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.
Unable to use properties because unable to provide healthcare due to wife dyalisis and my amputated leg. We are unable to drive and have no way to get to properties. They continue to lie and do not provide an reasonable resolution.
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21892702

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 Mr. ************** and Mrs. ********************** Thank you for reaching out to us on their behalf to apprise us of their inquiry.

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

Bluegreens records indicate that Mr. ************** and Mrs. ********************* purchased a Bluegreen Vacation Club timeshare interest on July 14, 2012. Mr. and Mrs. *** also purchased an Owner Sampler Membership on February 27, 2016, with a one-time allotment of ***** Points. Mr. and Mrs. **** timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Bronze benefits.

Upon receipt of your correspondence advising of Mr. and Mrs. **** concerns, our ************* ********************** Specialist reached out to Mr. and Mrs.*** by telephone and email on June 24, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence and providing direct contact information. Mr.*** returned the call the same day stating he had no questions or concerns,only hoping we would give a different answer. Mr. *** then advised he had no time to speak at the moment and wished our Specialist a good rest of her day. In addition to speaking with Mr. *** briefly, Bluegreen wishes to respond to Mr.and Mrs. **** concerns through the Better Business Bureau as well.

Mr.and Mrs. **** first concern is that they are unable to use their ownership due to changes in their health, which have affected their ability to travel.Bluegreen empathizes with the unfortunate circumstances of Mr. and Mrs. **** health issues that have come about since their timeshare purchase with Bluegreen. We understand that Mr. and Mrs. *** are unable to travel in their current health condition. Generally, illness and health concerns are not a sufficient basis for cancellation of a Bluegreen contract, as Bluegreen is of the opinion that the owners other family members,friends, and personal contacts remain able to utilize the ownership even as the primary owners travel is affected. Still, Bluegreen appreciates Mr. and Mrs.*** for sharing the health challenges affecting them and sends wishes for good health and recovery to Mr. and Mrs. ***.

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 in the contract documents. The Owner 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 Mrs. *** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and Mrs. *** completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and Mrs. ***, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. and Mrs. **** third concern is regarding not receiving their preferred resolution of the cancellation of their ownership. Bluegreen would remind Mr.and Mrs. *** that they purchased a timeshare ownership that is intended to be a lifetime ownership. Bluegreen would advise that the Owner Beneficiary Agreement Terms and Conditions: Section 1(a) Trust Agreement indicates that Mr. and Mrs.**** ownership is intended to be perpetual creating a lifetime of vacations.Bluegreen would also advise Mr. and Mrs. *** that Bluegreen does not offer a formal buyback program. Bluegreen makes no guarantees of providing any potential options for exiting a timeshare ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. Owner Confirmation Interview Section 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 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. **** final concern is they state they have been unable to utilize their ownership. We would advise Mr. and Mrs. *** 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 Mrs. *** 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 Mrs. *** for as long as needed to answer their questions and reserve vacations. Bluegreen regrets that Mr. and Mrs. *** feel they have been unable to utilize their ownership.However, our records indicate that Mr. and Mrs. *** have booked 14 Points reservations, five Resort ************************** (RCI) reservations, and one Shell Connections reservation during their ownership.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. **** ownership closely, since receiving their Better Business Bureau correspondence.After review, Bluegreen finds that Mr. and Mrs. *** remain bound to the terms of the purchase agreement they executed for their timeshare purchase. Bluegreen will not provide the cancellation and refund requested for Mr. and Mrs. ***. Bluegreen would advise that Mr. and Mrs. **** contract for their purchase on July 14,2012 is paid in full. Should Mr. and Mrs. *** have any other questions or concerns, we invite them to reach out to our Specialist at the direct contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
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,I am writing to file a complaint against Bluegreen Vacations. I was deceived into purchasing a timeshare and now I am having an incredibly difficult time getting out of it and receiving a refund. I initially reached out to their customer care team and was told that there was nothing they could do to cancel my timeshare. I was then transferred to their mortgage department who told me the same thing and promised to call me back. However, they have yet to send me an email or any written confirmation of our communications, which makes me concerned that they are just trying to get me on the phone again to tell me no.I feel extremely frustrated and betrayed. I just want out of this timeshare and a refund for the money I spent. I believe that Bluegreen Vacations is not operating ethically and is not fulfilling their end of the bargain. I respectfully request your assistance in pushing Bluegreen Vacations to cancel my timeshare contract and issue me a full refund. Thank you for your attention to this matter.
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21892466

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 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 21, 2022.Mr. and Mrs. ******** timeshare interest confers ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mrs. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach ******************* by telephone and email on June 24, 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 25, 2024, again leaving messages that we are trying to reach her and providing direct contact information. ******************* replied by email on June 26, 2024, providing her available times to speak. Accordingly, our Specialist spoke with ******************* by telephone later on that same date, listening to her concerns, reviewing the guidelines of Mr. and Mrs. ******** ownership, and discussing available options for their account. In addition to speaking with ******************* directly,Bluegreen wishes to respond to her concerns through the Better Business Bureau as well.

Mrs. ******** first concern is regarding representations she states were made during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details in the contract documents. The Owner Confirmation Interview in Section 11 states that salespersons are not authorized to make oral representations,promises, or offers that modify the contract documents. Section 11 provided a space for 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.

Mrs. ******** second 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 has discussed this rescission period with ****************** to explain that this is the only time the contract provides for Bluegreen to cancel a purchase upon request and provide a refund. Unfortunately,Bluegreen did not receive a request to cancel from Mr. and ******************* during the rescission period.

Bluegreen believes we offer a valuable vacation ownership but understands that some owners may wish or need to come to an end with the Bluegreen product. Owner Confirmation Interview Section 10c provides that Bluegreen does not offer a formal buyback program and that there are limited secondary market sales 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.

Mrs. ******** final concern is with the communication and response they received from Bluegreens ******************* as they attempted to cancel their timeshare purchase. Our records show that a case was opened with our ******************* on May 16, 2024. 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. Bluegreen regrets that Mr. and ******************* did not consistently receive our characteristic high-quality customer service and communication when attempting to speak with our *******************. We pride ourselves on our professionalism, communication, and support of owners, and Bluegreen views concerns in these areas as opportunities for coaching and improvement. During their conversation on June 26, 2024, our ************* ********************** Specialist provided ******************* with the direct contact information of our *******************, so that she may reach out at her convenience.

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 agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and refund requested by Mr. and *******************. Should ******************* have any further questions or concerns, she has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/10/2024

Complaint: 21892466

I am rejecting this response because:
So what does this mean? Because this big corporate company has perfected its scamming tactic and written this extended agreement that they dont let you read after youve been warned by their aggressive sales tactics, we are stuck with this forever? That cant be the case. There has to be an exception to our case. I understand that we are out of the rescission period to cancel. But that only happens if you DECIDE, and you dont want it. The recision period is ten days. How are we supposed to know what they told us was a lie in 10 days? You cant even book one of their trips in 10 days!
We spoke with their representative, ********, and she told us they would let us out. So it is possible. She told us to call the mortgage team to get a settlement. So they will let us out, but at what cost? ******** didnt tell us the amount, but we can assume its going to be high. Thats all they care about. Bluegreen could care less about having happy members providing an honorable service, and giving people their moneys worth. Once they have your signature, youre stuck.
One of the common issues with Bluegreen is you cant book anything. Well, that makes perfect sense. They sell the ownerships like crazy and then theres nothing to book because they have too many members. All we are asking is for an expeception to be made and to let us out. We are very unhappy.

Sincerely,

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

***************************
BBB Services Specialist
Better Business Bureau Serving ***************** and the *********
*************************************************************************************************************
RE: Consumer File No. 21892466

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 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 Mrs. ******** 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 11,2024, again leaving messages that we are trying to reach her and providing direct contact information. Our Specialist then spoke with ******************* on July 16, 2024, revisiting her concerns and reviewing all available options for her and Mr. ******** ownership. In addition to speaking with ******************* directly, Bluegreen wishes to respond to her rebuttal through the Better Business Bureau as well.

Mrs.******** rebuttal correspondence expands on the same concerns stated in her original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier reply correspondence dated July 3, 2024, on all subjects therein. Bluegreen would also like to respond to the additional concerns in Mrs. ******** rebuttal correspondence.

Mrs. ******** first new concern is regarding pressure she states she and ****************** 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.

Mrs. ******** second concern is regarding the rescission period for cancelling their timeshare purchase. ******************* expresses frustration that the rescission period expired soon after purchasing their timeshare and before their account was fully activated. Bluegreen would advise ******************* that they were provided the state of Tennessees statutorily required rescission period of ten days. During that period, Mr. and ******************* had physical copies of their Owner Beneficiary Agreement and Owner Confirmation Interview in their possession. If Mr. and ******************* had any doubts about the Bluegreen product or its suitability for their personal vacation needs, they could have promptly reviewed the contract documents provided. Although Mr. and Mrs. ******** account *** not have been active online, they did have the opportunity to call our customer service contact center during the ten-day rescission period to research availability and get more information about their timeshare purchase.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 have stayed on the phone with Mr. and ******************* for as long as needed to provide expert guidance and answer all their questions.

Mrs. ******** third concern is regarding availability to book vacations with their ownership. Mr.and ******************* were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview, Section 3 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from eleven months to two days in advance of the owners travel dates. Section 3 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ******************* initialed beside Section 3, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if Mr.and ******************* want additional information about reserving vacations, we invite them to call our customer service contact center.As referenced above, 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.

Finally, ******************* states a concern that the Bluegreen Vacation Club *** be oversold, because they have experienced difficulty in booking. Bluegreen firmly denies that our Vacation **** ownerships are oversold. We wish to reassure Mr.and ******************* that Bluegreen cannot legally oversell the Vacation ****.Bluegreen operates under strict legal requirements to sell only the number of Vacation **** Points that represent the percentage interest of timeshare ownerships that have been purchased by Vacation **** owners and deeded into the Vacation **** Trust. Any challenges Mr. and ******************* have experienced with reservation availability are the result of high demand for specific reservations at particular resorts, which *** be reserved at or near capacity very shortly following the opening of the reservation booking window.

Bluegreen desires to be responsive to Mrs. ******** concerns and resolve this matter. However, Bluegreen remains firm that we will not cancel and release Mr. and ******************* from further financial obligation. Should ******************* have any further questions or concerns, she has the direct contact information for our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
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.
To the Better BusinessBureaus We urgently need your help canceling our timeshare with Bluegreen.We have exhausted all efforts to cancel directly with them, and have received unprofessional and ineffective customer service.We initially reached out to Bluegreen's customer service to express our problems and ask for assistance in cancelling our timeshare. However, the representative we spoke with only suggested reselling it which is not a viable solution for us since we dont want to give this problem to anyone else.We then awaited a call from Doneshaas promised,but instead received a call from ****** who told us that she could not help. We have now been contacted by Kymberlywho informedus that Bluegreen does not have a buyback program and suggestedthat we stop making payments to them and it would cancel. This response is unsatisfactory and lacks professionalism.We have continuously experienced problems with our timeshare, and we feel that we are in a helpless situation.We need your assistance in cancelling our timeshare contract with Bluegreen. We have already invested a significant amount of money over the years and we cannot continue to pay for somethingthat has not been beneficialfor us.We kindly ask that you take action immediatelyto remedy this situation and ensure that we are releasedfrom our timeshare contract.Thank you for your attention to our matter.Sincerely,************************ *********************************
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21892396

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 ****************************** (name shows as ***************************** on contract documents) 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 June 8, 2013. Ms.******** and Ms. ********** timeshare interest confers ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Ms. ******** and Ms. ********** concerns, and in accordance with Bluegreens desire to provide each owner with education, resolution, and ongoing service, one of our ************* ********************** Specialists spoke with Ms. ******** by telephone on June 24, 2024, listening to her concerns, reviewing the guidelines of her and Ms. ********** ownership,and discussing options for their account, including a potential relief option. ******************* advised she would consider the offer and discuss with **********************. In addition to speaking with Ms. ******** directly, Bluegreen wishes to respond to Ms. ******** and Ms. ********** concerns through the Better Business Bureau as well.

Ms. ******** and Ms. ********** first concern is regarding their requests to cancel their ownership. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the Owner Beneficiary Agreement for Ms. ******** and Ms.********** review. The Owner Beneficiary Agreement states the rescission period on the signature page in bolded text and capital letters immediately above the signature lines where Ms. ******** and ********************** signed to make their timeshare purchase. Ms. ******** 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 Ms. ******** 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 has discussed this rescission period with Ms. ******** to explain that this is the only time the contract provides for Bluegreen to cancel a purchase upon request and provide a refund. Unfortunately, Bluegreen did not receive a request to cancel from Ms. ******** and ********************** during the rescission period.

Bluegreen believes we offer a valuable vacation ownership but understands that some owners may wish or need to come to an end with the Bluegreen product. Owner Confirmation Interview Section 13 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, Owner Beneficiary Agreement Section 5:Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buyback of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation.

Ms. ******** and Ms. ********** second concern is that they state they were not previously given an option with which they were comfortable from our ************* ********************** team. ********************** would advise that our ************* ********************** team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. Our ************* ********************** Specialist endeavored to provide helpful assistance for Ms. ******** and ********************* during their previous conversations on December 22, 2023, and May 2,2024, and provided all resolutions available for Ms. ******** and ********************** at the time of each conversation. Bluegreen would clarify that one of our Specialists originally discussed the relief option with Ms. ******** during their conversation on December 22, 2023. Bluegreen is pleased that our Specialist was able to provide ******************** with updated information during their conversation on June 24, 2024.

Ms. ******** and Ms. ********** final concern is that they feel they have received no benefit from their ownership. Bluegreens records confirm that Ms.******** and ********************** have not used their ownership to travel to a Bluegreen resort. However, Ms. ******** and ********************** have made use of their ownership: our records indicate that in March 2015, Ms. ******** and ********************* converted Points to Choice Privileges, which were then available for use at a ************* location. Ms. ******** and ********************** also used Points to schedule an exchange vacation with Resort ************************** (RCI) in July of 2015. Bluegreen firmly believes that traveling on their first vacation with Bluegreen is exactly the experience Ms. ******** and ********************* need to remind them why they purchased a vacation ownership. We would advise Ms. ******** and ********************** that our customer service contact center is available and eager to assist. Our contact center is open six days a week to help Ms. ******** 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 Ms. ******** and ********************* for as long as needed to answer their questions and reserve vacations. Additionally, Bluegreen also offers Ms. ******** and ********************** the 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 Ms. ******** and ********************** and describe the countless benefits of their ownership. This educational call is an opportunity for Ms. ******** and ********************** to receive personalized assistance and individualized care from a Bluegreen agent who can offer professional insights,experienced suggestions, and helpful service.This call is an excellent resource for new owners, as well as for longstanding owners who have not made frequent use of their timeshare and would like additional support in maximizing their vacation package.

Bluegreens ************* ********************** team has reviewed Ms. ******** and Ms.********** ownership closely. After doing so, Bluegreen finds that Ms.******** and ********************** remain responsible under the terms of the purchase agreement they executed for their timeshare purchase. Outside of the relief option discussed with Ms. ******** on December 22, 2023, and reviewed with her on June 24, 2024, which does not include a refund, Bluegreen will not provide the cancellation requested by Ms. ******** and **********************. Should Ms.******** and ********************** have any further questions or concerns or decide to initiate the relief process, they have the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/24/2024
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 at Bluegreen,I am writing to express my deep frustration and disappointment with my experience as a customer of **********************. The sales presentation that led to my timeshare purchase was deceptive and manipulative.I was promised an upgrade to my existing timeshare and assured that the new points system would enhance my vacation experiences. These promises were false. The claim that I could rent out the timeshare to cover maintenance fees was misleading, and my attempts to cancel the contract within the promised 30-day window were obstructed.I feel pressured and coerced into making a purchase I now deeply regret. Given these circumstances, I am formally requesting the cancellation of my timeshare contract (#*******) and a full refund.Please address this matter immediately. Communicate via email or mail only, as I will not accept phone calls. I look forward to your prompt response and swift resolution.Sincerely,*********************************
Business Response
Date: 07/03/2024
July 3, 2024

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

RE: Consumer File No. 21892201

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 ************************************* purchased a timeshare interest with the Bluegreen Vacation Club on September 26, 2021.At one time, Ms. ******* timeshare interest conferred ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Ms. ******* concerns, our ************* ********************** Specialist reached out to **************** by telephone and email on June 24, June 25, and June 27, 2024, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Unfortunately, at this writing, we have received no response from ***************. **************** advises in her Better Business Bureau correspondence that she wants to communicate by email only and not by telephone. Our Specialist sent **************** email and voicemail messages stating that we need to communicate with her directly by phone to effectively address her concerns in a timely manner. Our Specialist can provide the best assistance to **************** by a two-way telephone conversation. Our Specialist would be happy to summarize any telephone conversation in writing via email following the telephone call so **************** will have written documentation for her records. Although we have been unable to speak with **************** directly, Bluegreen wishes to respond to Ms.******* concerns through the Better Business Bureau.

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

Ms. ******* second concern is regarding rental of her Points to cover her maintenance fees. Owner Confirmation Interview Section 10(a) provides that the ownership purchase is for personal use and enjoyment only. Section 10(b) states the purchase is not being made with the intent of rental, for the purpose of making a profit, or offsetting fees. *************** initialed beside all subsections of Section 10, signifying she agreed that the purchase was for her personal use and enjoyment, not for offsetting fees, and not for investment purposes. In addition, Owner Beneficiary Agreement Section 5:Purchasers Acknowledgments states the purchase is not for any possible rent returns.

Ms. ******* final concern is regarding the cancellation policy for her timeshare purchase contract. Bluegreen does not have a 30-day window for the cancellation of timeshare purchases. The statutory rescission period for the timeshare purchase contract provides the cancellation policy that **************** mentions. The rescission period is stated on the first page and the signature page of the Owner Beneficiary Agreement. The Owner Beneficiary Agreement states the rescission period at the top of page one in bold text and immediately above the signature line in bold text where **************** signed to make her timeshare purchase. Bluegreen would advise **************** that she had a physical copy of the Owner Beneficiary Agreement in her possession when she left the sales presentation and purchase meeting. **************** had an opportunity to read through these materials right away after purchasing or later at her leisure. If **************** had doubts about the Bluegreen product or its fit for her personal vacation needs, she could have promptly reviewed the contract documents during the rescission period.Unfortunately, Bluegreen did not receive a request to cancel from **************** during the rescission period.

Bluegreens ************* ********************** team has reviewed Ms. ******* ownership closely, since receiving her Better Business Bureau correspondence. After review, Bluegreen finds that we will not provide the cancellation and refund requested for ****************. At this time, however,Bluegreen would advise that Ms. ******* mortgage loan for her timeshare purchase on September 26, 2021, charged off due to nonpayment on July 5, 2023. **************** is therefore no longer a Bluegreen owner and has been removed from our system. Should **************** have any further questions or concerns, we invite her to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/23/2024
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.
Bluegreen Vacations ********************************************* in ************, ******** Sales Representative/Supervisor knowingly misled us "Disabled ****************** Nurse" during the nearly 6 Hours (as a Diabetic who'd missed ******************* Other Physically uncomfortable/in pain d/t Spinal issues) of what was to be a "2 Hour" Timeshare Sales Presentation & then, continued to misled/pressure into completing purchase on Oct. 31, 2023.We'd stopped mid-way through the signing of Paperwork as, what was being "Read to us" regarding benefits, costs, Contract showing ******* when we were here in ********, etc. where different, higher then was explained to us by Sales Representative. At that point they had the Sales ******************** Supervisor come speak to us, reassure us "or" rather continue their High-pressure sales tactics; ************************ misrepresentation of their timeshare CONTRACTS; COSTS; Maintenace/Club FEES; AVAILABILITY at Bluegreen properties; VALUE of vacation POINTS & the ability to SELL BACK POINTS. We were not given or allowed any time to Read information ourselves; were not allowed to leave to think more about it as, were told "If, we left then the excellent price on the points for being a Veteran & all the perks of being an Owner, etc. would no longer be available". We relied on Bluegreen's Representatives Fraudulent misrepresentation, otherwise we would not have signed the Contract as, it has resulted in significant financial harm. Initially, we were led to believe by ****/**** that, "this would be a good investment, it would benefit ******** Family without becoming a significant burden".We were shown the most Beautiful, Functional Condo & told "we'd receive these wonderful accommodations at all their Bluegreen Properties". As owners "we'd always be given preference & be able to Book time before, non-owners". * See Uploaded "ATTACHMENT'S" for "additional Info. regarding problem & other Docs" I can email if, all Uploads are not received.
Business Response
Date: 07/03/2024
July 3, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
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RE: Consumer File No. 21891031

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 Mr.*****************************. Thank you for reaching out to us on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and 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 Mr. ***************************** and ******************************************** purchased a Bluegreen Vacation Club timeshare interest on October 31, 2023. ****************** and ********************-Lotitos 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, one of our ************* ********************** Specialists attempted to reach ****************** by telephone and email on June 25, 2024, leaving messages to notify him that we would like to speak with him further to address his Better Business Bureau correspondence. ****************** and our Specialist then exchanged emails on that same date, scheduling an appointment time to speak. Accordingly,our Specialist spoke with ****************** and ********************************* on June 28, 2024,listening to their concerns, reviewing the guidelines of their ownership, and discussing all available options for their account. Our Specialist also offered to provide personalized assistance with using their ownership. Finally, as a gesture of goodwill and customer satisfaction, our Specialist has refunded ***** Points to ****************** and ********************-Lotitos account. These Points will be valid for travel in any season by June 30, 2025, and may not be saved if not used by that date. In addition to speaking with ****************** and ******************************** directly, Bluegreen wishes to respond to Mr. ******** concerns through the Better Business Bureau as well.

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

Mr. ******** second concern is about the pressure they felt to purchase and the length of the sales presentation they attended. Bluegreen would advise that ****************** and ********************************* were under no obligation to purchase. If they were uncomfortable with the product, service, or financing terms at the time of purchase, ****************** and ********************************* could have departed the sales site without signing any documentation or completing a purchase. ****************** further states the presentation went longer than the two hours 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.

Mr.******** third concern is that he feels they were not accurately advised of the costs associated with the ownership. Bluegreen would advise ****************** and ********************************* that the financing terms for their timeshare contract were disclosed at the time of purchase. The second page of ****************** and *******************-Lotitos Owner Beneficiary Agreement advises the purchase price and financing terms for the contract. However, our records indicate, as ****************** referenced in his correspondence, that he and ********************************* paid in full for their contract at the time of purchase. Therefore, they do not have a financed 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. The Terms and Conditions of the Owner Beneficiary Agreement in Section 4: Common Assessment Fees and **** Dues set forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned and provides a breakdown of fees. ***************** and ********************************* initialed next to Section 8, indicating their understanding and consent. In addition, the Purchase Proposal includes a breakdown of annual maintenance fees and Vacation **** Dues. If they were uncomfortable with the financing terms, ****************** and ********************************* could have departed the sales presentation without signing any documentation or completing a purchase.

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

****************** also states a concern regarding the value of their Points. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As ****************** and ********************************* initialed in Section 1 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values. The ****** Biennial Points ****************** and ********************************* receive cover fewer nights at some properties based on these factors, but at other resorts a full weeks stay can be reserved for ***** Points or fewer. ****************** and ******************************** also received for their review a Points Guide advising the number of Points needed for each accommodation. The Points Guide provides helpful information for owners to plan vacations with full knowledge of the times of year and types of accommodations their ownership allows at Bluegreens varied resort properties. For example, during the Blue Season in parts of December, January, and February, a one-bedroom suite vacation villa that sleeps four people at our Harbour Lights resort in ************, ************** is available for an entire week for just ***** Points. At **************, a hotel-style villa is only ***** Points weekly for much of January, February, March, November, and December. Our ********************************************* resort in ************, ******** offers one-week vacations for as few as ***** Points per week during the Blue Season in January and February, or up to ***** Points in the White and Red Seasons during March,April, October, November, and December. Our Specialist would be pleased to discuss opportunities to reserve vacations with ****************** and ******************************** and assist them in confirming reservations at resorts they have not yet been able to visit.

Mr. ******** next concern is regarding their understanding that Bluegreen would buy back their ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may wish or need to come to an end with the Bluegreen product. Owner Confirmation Interview Section 10b provides that Bluegreen does not offer a formal buyback program and that secondary market resale opportunities for timeshares are limited. Owner Confirmation Interview Sections 10a and 10c further state the purchase was made neither as a financial investment nor with an expectation of a financial return on an investment. ****************** and ******************************** initialed beside all subsections of Section 10, signifying they agreed the purchase was for personal use and not for investment purposes or financial return and that Bluegreen does not offer a buyback program. 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.

Additionally, ****************** advises that the closing process was quick and did not allow them time to read the full contract. As acknowledged above, Bluegreen recognizes that the sales process can be lengthy. Bluegreen attempts to abbreviate this lengthy process by summarizing the most pertinent details of the ownership during closing and in the Owner Confirmation Interview. If ****************** and ********************************* needed additional time to review the purchase information and documentation before signing, they were free to advise the Bluegreen representative at closing that they needed to review the contract documents completely before executing the purchase paperwork. However, if ****************** and ********************************* were willing to complete the purchase without fully reading their contract documents, Bluegreen still provided them the days following the closing as their statutory rescission period to review their contract at their leisure.

Mr. ******** next concern also arises from the Bluegreen sales presentation they attended. ****************** advises he and ******************************** were told they had to purchase that day to receive the terms offered.We would remind ****************** that Bluegreens sales proposals can vary, and the offers presented to them on October 31, 2023, were only valid for that date. Once again, however, ****************** and ********************************* were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing.

****************** states an additional concern involving 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 ****************** and ******************************** to another resort villa accommodation if one should be available. In addition to working with the resort team on site, 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.

****************** also has a concern regarding handicap accessible units at Bluegreen resorts. Bluegreen would advise ****************** and ********************************* that Bluegreen fully complies with the Americans with Disabilities Act (ADA).Bluegreen offers ****accessible units and accessible amenities. These units are subject to availability, as are all other resort accommodations, and accessible units must be requested at the time of booking. Our resorts work hard to accommodate requests whenever possible, though they are not guaranteed.Bluegreen would advise ****************** and ********************************* to let the representative know about their accessibility needs at the time of booking. It would also be advisable that ****************** and ********************************* reach out to the resort directly prior to arrival to ask any questions they may have about the terrain,amenities, and unit specifications.

Mr. ******** next concern is regarding attending owner update presentations.****************** states they felt pressure to attend owner update presentations when traveling to Bluegreen resorts and during the presentations, felt pressure to purchase additional Points. Bluegreen would remind ****************** and ******************************** that as deeded owners with Bluegreen, they are not under any obligation to attend owner update presentations when they vacation with Bluegreen using their ownership if they do not wish to participate. 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. Our owner update presentations are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. Owner update presentations impart a great deal of information about how to use the ownership,including information about how Vacation **** usage may be enhanced by purchasing additional Vacation **** Points. ****************** and ********************************* did not need to consider information presented about purchasing additional Points if they were not interested in expanding their ownership at the time of their owner updates, and our records show they have exercised their option not to upgrade.

****************** is also concerned because he states they were told they need more Vacation **** Points for additional booking and travel opportunities. Each owner has varying reasons for purchasing additional Points. Naturally,additional Points afford an expanded ownership with more Points available to reserve accommodations and alternatives for travel across Bluegreens resorts and through our partnerships. The most common reasons owners decide to purchase additional Points are to receive additional benefits, travel more often, and enjoy larger accommodations when vacationing. Bluegreen agrees that all of these are great reasons to purchase additional Points. Additionally, when attending their owner update meeting, ****************** states they were told they need to purchase more Points for additional benefits. Bluegreen believes that all Vacation **** Points are valuable; however, 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. Regarding Mr. ******** concern about needing to upgrade for booking preference, Bluegreen would clarify that one of the benefits of Premier ownership is the Premier wait list benefit, which allows Premier owners to request reservations before the reservation booking window opens to the general ownership. However, Premier wait list requests are never guaranteed until a reservation is confirmed at the opening of the booking window. Owner Confirmation Interview Section 3 specifies that wait list opportunities are available to Premier owners.

Mr. ******** next concern is that they understood maintenance fees would not increase. As referenced above, the Terms and Conditions of the Owner Beneficiary Agreement in Section 4: Common Assessment Fees and **** Dues set forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Section 4 further provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also provides that maintenance fees can vary from year to year for several reasons. ****************** and ********************************* initialed next to Section 8, indicating their understanding and consent. Bluegreen would remind ****************** and ********************************* that maintenance fees for the timeshare ownership can increase or decrease just as expenses for a car or home can fluctuate during the time of ownership. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and prepayments before the maintenance fee bill is due.

****************** states an additional concern about Saved Points and the cost to roll over Points. ****************** and ********************************* earn their Points every other year. They can use all ****** of their Points during the first year in any season. In addition, 50 percent of their Points may also be used during the second year of their two-year cycle for bookings in any travel season. At the end of the first year of use, any Points remaining of the other ********************************************************************************************************* by telephone with the contact center. Once ****************** and ********************-Lotitos Points are rolled over, they may be used for an additional year to travel in Red, White, or Blue travel seasons. This information is provided in the Owner Confirmation Interview in Section 2, including that a nominal fee would apply when saving Points. ****************** and ********************************* initialed beside Section 2, indicating their understanding of the process to save Points and that a fee would apply.

****************** states a further concern with a Bluegreen-branded Mastercard credit card that is made available to purchasers as an option to complete the down payment or full purchase price of the Bluegreen ownership. Making purchases with their Bluegreen-branded credit cards is one way ****************** and ********************************* can earn Bluegreen Rewards to help offset their maintenance fee bill. ****************** and ********************************* earn two Rewards per dollar spent on a Bluegreen purchase with the credit card and one Reward per dollar spent on a non-Bluegreen purchase with the card. Once ****************** and ********************************* receive these Rewards on their credit card statement,they can utilize the website or call the contact center to apply the Rewards toward their maintenance fee balance. To date, ****************** and ******************************** have earned and redeemed ****** Rewards as a credit toward their maintenance fee bill. Bluegreen would advise that it is up to ****************** and ********************************* how frequently they are comfortable using their credit card to earn Rewards.

Mr.******** next concern is regarding the waiver of maintenance fees that they believed would cover the fees for their first year of ownership. Bluegreen does include several incentives with new contract purchases, and these often include a certificate to waive maintenance fees. However, this waiver is for the initial six months of maintenance fees, if qualifying criteria are met. The certificate provided at the time of purchase states the maintenance fee waiver is for six months, not an entire year.Bluegreen offers this waiver to our new owners as a reprieve from the fees associated with the ownership so new owners can use their Points for vacations prior to paying fees. This information was addressed at the time of purchase so that ****************** and ********************************* would not be surprised when their first bill for maintenance fees and Vacation **** Dues came due six months after their purchase. ***************** and ********************************* met the qualifying criteria, so their first billing reflects the six-month waiver of maintenance fees and **** Dues. The next billing statement that ****************** and ********************************* receive in October 2024 will be for their first annual billing for a full year of maintenance fees and **** Dues, and they will be billed annually going forward.

****************** further states that they did not receive any billing notice for their maintenance fees and Vacation **** Dues. Our records indicate that ***************** and ********************************* are signed up for paperless billing, so their notices will be sent to the email address on file for their account. ********************** would encourage ****************** and ********************************* to check their spam or junk folders to ensure their notices are not being misdirected.

****************** states an additional concern related to their maintenance fees,regarding being billed multiple charges. Bluegreen would clarify that ***************** and ********************-Lotitos timeshare interest is divided into three accounts for billing purposes, which may be the cause of the confusion. Bluegreen would reassure ****************** and ********************************* that the number of accounts does not cause an increase in the amount of maintenance fees billed, as the number of properties owned is not the basis for maintenance fee billing. As referenced above, the number of Points owned determines the maintenance fee amount, since the billing calculation is composed of a base rate plus a per-Point rate.

Finally, ****************** is concerned with Bluegreens customer service and states that our agents have been rude and unhelpful. Bluegreen strives to provide receptive, reliable, and timely communication and service for our owners. Bluegreen regrets that ****************** and ********************************* did not receive our characteristic high-quality customer service and communication when speaking with some of our customer service agents. ********************** agents routinely provide helpful information, supportive suggestions, and outstanding service for our owners, and Bluegreen is pleased that our ************* ********************** Specialist was able to provide excellent service and support for ****************** and ********************************* during their conversation on June 28,2024.

Bluegreens ************* ********************** team has reviewed ****************** and *******************-Lotitos ownership closely. After doing so, Bluegreen finds that ****************** and ********************************* remain responsible under the terms of the purchase agreement they executed for their timeshare purchase. Bluegreen will not buy back ****************** and ********************-Lotitos ownership. Should ****************** have any further questions or concerns regarding his ownership account, he has the direct contact information of our Specialist, who will be pleased to assist him.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/21/2024
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 formally lodge a complaint against Bluegreen Resort. My experience with Bluegreen Resort has been highly disappointing and concerning. I have made multiple requests to relinquish ownership of our timeshare, as we were pressured into the purchase under misleading circumstances during the presentation.Throughout our interactions with Bluegreen Resort, I have encountered a lack of direct answers to my inquiries and a severe lack of transparency. This lack of clarity and honesty has resulted in me purchasing a timeshare that I cannot afford and do not require. Our primary objective now is to terminate this timeshare agreement by any means necessary.I urge the Better Business Bureau to investigate this matter thoroughly and ensure that Bluegreen Resort addresses these issues promptly. Your intervention is crucial in helping me resolve this situation and canceling this unwanted timeshare agreement.Thank you for your attention to this matter.
Business Response
Date: 06/28/2024
June 28, 2024

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

RE: Consumer File No. 21883636

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 21, 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 ****************** concerns, Bluegreens ************* ********************** Specialist reached out to her by telephone and email on June 24, 2024, resulting in leaving messages advising we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out again to *************** by telephone on June 25, 2024, resulting in leaving a voice message that we are trying to reach her and providing direct contact information. **************** replied by email on June 26, 2024, stating to respond to her complaint through the Better Business Bureau. Although we have been unable to speak with **************** directly, Bluegreen wishes to respond to ****************** concerns through the Better Business Bureau.

Bluegreen would advise that **************** directed the same consumer matter to the Florida ************************ and the Better Business Bureau. Please find enclosed the response that Bluegreens **************** sent directly to *************** after receiving her correspondence through the Florida ************************. Please accept Bluegreens response to the Florida ************************ as Bluegreens response to ****************** Better Business Bureau correspondence as well. Bluegreen reiterates the positions described in our earlier correspondence dated August 19,2021, on all subjects therein. In addition, Bluegreen would like to respond to the additional concerns in ****************** Better Business Bureau correspondence.

****************** first additional concern is regarding not receiving their preferred resolution of the cancellation of their timeshare ownership. Bluegreen would remind the Toelles that they purchased a timeshare ownership that is intended to be a lifetime ownership. Bluegreen would advise that the Owner Beneficiary Agreement Terms and Conditions: Section 1(a) Trust Agreement: indicates that the Toellesownership is intended to be perpetual creating a lifetime of vacations.Bluegreen would also advise the Toelles that Bluegreen does not offer a formal buyback program. Bluegreen makes no guarantees of providing any potential options for exiting a timeshare ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product.Owner 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.

****************** second additional concern is pressure she states they felt to purchase at 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.

****************** final additional concern is regarding affording their timeshare ownership. Bluegreen would advise the Toelles that the purchase terms for their timeshare purchase were disclosed at the time of purchase. The second page of the Toelles Owner Beneficiary Agreement advises the purchase terms. If they were uncomfortable with the purchase terms, Mr. and ***************** could have departed the sales presentation without signing any documentation or completing a purchase. Mr.and ***************** initialed beside Section 8 of the Owner Confirmation Interview,indicating they could afford to make all payments connected with the timeshare purchase and it would not pose an undue financial burden for their family.

Bluegreens ************* ********************** team has reviewed the Toelles ownership closely since receiving ***************** Better Business Bureau correspondence. After review, Bluegreen finds that Mr. and ***************** and *************** remain bound to the terms of the purchase agreement they executed for their timeshare purchase.Bluegreen will not provide the cancellation and release from further financial obligation requested for the Toelles. Bluegreen would advise that the Toellescontract for their timeshare purchase on February 16, 2005, is paid in full. Should **************** have any further questions or concerns, and decide to speak by telephone, we invite her to reach out to our Specialist at the direct contact information provided.

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

Customer Answer
Date: 07/03/2024

Complaint: 21883636

I am rejecting this response because:
I must express my disappointment in their response, as it predominantly consisted of inaccuracies and misrepresentations.

During the presentation and sales process, I was subjected to immense pressure, and crucial details were not adequately explained. Their team failed to provide direct answers to our inquiries, leading to a lack of transparency that ultimately coerced us into purchasing a timeshare that I neither can afford nor need.

Given the circumstances and the evident lack of ethical conduct during the sales process, I urge them to explore alternative options for canceling this timeshare. I firmly believe that their organization has the capability to rectify this situation and provide a resolution that aligns with fairness and transparency.

I kindly request a prompt and genuine reconsideration of our case, with a focus on finding a mutually beneficial solution. Thank you.

Sincerely,

***********************
Business Response
Date: 07/12/2024
July 12, 2024

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

RE: Consumer File No. 21883636

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 21, 2024, regarding the consumer correspondence of ***************************, and ****************** rebuttal correspondence received on July 3, 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 ****************** rebuttal, Bluegreens ************* ********************** Specialist reached out to her by telephone and email on July 3, 2024, resulting in leaving messages advising we wish to speak with her regarding her rebuttal correspondence, requesting her availability to speak by telephone, and providing direct contact information. Our Specialist reached out again to **************** by telephone on July 5 and July 8, 2024, resulting in leaving voice messages that we are trying to reach her and providing direct contact information. Unfortunately,at this writing, we have received no response from ****************. Although we have been unable to speak with *************** directly, Bluegreen wishes to respond to ****************** rebuttal through the Better Business Bureau.

*************** does not identify any new issues in her rebuttal to which Bluegreen has not already responded. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated June 28, 2024, on all subjects therein.

Bluegreens ************* ********************** team has again reviewed the Toelles ownership since receiving ****************** rebuttal correspondence. After review, Bluegreen still finds that Mr. and ***************** and *************** remain bound to the terms of the purchase agreement they executed for their timeshare purchase.Again, Bluegreen will not provide the cancellation and release from further financial obligation requested for the Toelles.Once again, Bluegreen would advise that the Toellescontract for their timeshare purchase on February 16, 2005, is paid in full. Should **************** have any further questions or concerns, and decide to speak by telephone, she has the direct contact information for our Specialist.

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

Customer Answer
Date: 07/17/2024

Complaint: 21883636

I am rejecting this response because: This situation is unacceptable. We were subjected to pressuring tactics during the sales presentations, which coerced us into purchasing this timeshare. We were misled, and despite our attempts to address this issue, they continued to deny the facts.

Sincerely,

***********************
Initial Complaint
Date:06/21/2024
Type:Product 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.
I am writing to raise a serious complaint regarding the poor customer service that I have been receiving from Bluegreen representatives, especially *******************************. I have been trying for over a month now to get in touch with her to discuss the issues I have been facing with my ownership and have been repeatedly ignored. Despite numerous attempts to reach her, ******** has not responded to any of my calls. This level of unresponsiveness is unacceptable, and it is frustrating to receive such poor customer service. I am sure you understand that as a customer, I expect respectful service, and I have not received this from Bluegreen. I have spent a lot of money and time investing in this company and I am disappointed that my concerns have not been taken seriously. I would appreciate it if you could look into my issue as soon as possible and ensure that the necessary steps are taken to resolve the matter.******************************** **********************
Business Response
Date: 07/01/2024
July 1, 2024

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

RE: Consumer File No. 21883633

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 21, 2024, regarding the consumer correspondence of ********************************. Thank you for reaching out to us on his behalf to apprise us of his inquiry.

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

Bluegreens records indicate that ********************************* and ****************************** purchased a Bluegreen Vacation Club timeshare interest on December 27, 2015.Mr. and ******************* subsequently increased their ownership interest by purchasing additional Points on February 28, 2016. Our records further indicate that ******************* was removed from the ownership via title transfer on November 22, 2023. Mr. ******** timeshare interests confer ownership of ***** Annual Vacation **** Points and ****** Biennial Points, totaling ****** Points annually.

Upon receipt of your correspondence advising of Mr. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists spoke with ****************** by telephone on June 24, 2024, listening to his concerns, reviewing the guidelines of his ownership, and discussing options for his ownership, including a potential relief option. ****************** and our Specialist then then exchanged follow-up emails on June 25, 2024, and on July 1, 2024, regarding the relief options previously discussed. In addition to speaking with ****************** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

Mr. ******** first concern is with the communication and response he received from Bluegreen as he attempted to cancel his timeshare purchase. Bluegreen strives to provide receptive,reliable, and timely communication to our owners. Bluegreens policy is to return owners calls and emails promptly and follow through on owners issues until a satisfactory resolution is reached. Our records show that we received a letter from ****************** on April 9, 2024. So that we could assist, one of our ************* ********************** Specialists attempted to reach ***************** by telephone and email on April 10, 2024, and again on May 13, 2024. While our records do not show any email responses received from ******************,Bluegreen sincerely regrets if telephone calls from him were not properly received. However, Bluegreen is pleased that our Specialist was able to speak with him on June 24, 2024 regarding his Better Business Bureau correspondence.

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

Bluegreens ************* ********************** team has reviewed Mr. ******** ownership closely. After doing so, Bluegreen finds that ****************** remains responsible under the terms of the purchase agreements he executed for his timeshare purchases. Outside of the relief option discussed with ****************** on June 24,2024, which does not include a refund, Bluegreen will not provide the cancellation requested by ******************. Per Mr. ******** email on July 1, 2024,he has decided to proceed with the relief option, and our Specialist replied by email on that same date to advise him how to initiate the process. According to our records, ****************** took the necessary steps to begin the relief process via telephone on Jul 1, 2024. Our Specialist will be happy to provide updates to ****************** throughout the relief process. Should ****************** have any further questions or concerns during this time, he has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 07/01/2024

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:06/21/2024
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 so far have 2 timeshare contracts with ************************** have not been able to get copies of either. I am trying to be released from both timeshare contracts & need copies of both contracts & any other documents that were signed with the resort.
Business Response
Date: 07/01/2024
July 1, 2024

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

RE: Consumer File No. 21883594

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 21, 2024, regarding the consumer correspondence of Ms.****** ********* 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 Ms. ****** ******** purchased a one-year Sampler package from Bluegreen on August 6, 2006. However, this membership charged off due to failure to pay the loan effective January 9, 2007. Our records indicate that ******************** then purchased a Bluegreen Vacation Club timeshare interest on May 22, 2023. ******************** subsequently increased her ownership interest by purchasing additional Points on July 3, 2023. Ms. ********* timeshare interests conferred ownership of ****** Biennial Vacation **** Points and Premier Bronze membership.

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 24, 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 25, 2024, and by telephone again on June 26, 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 regarding her request to receive copies of her contract documents, and Bluegreen sincerely regrets any frustration or inconvenience ******************** has encountered. However, our records do not indicate that we have received any contact from ******************** via live chat,email, or letter requesting these documents. Our records also do not indicate that ******************** has requested this information by telephone, as no cases have been opened on her behalf. Per our normal process, Ms. ********* contract documents for her most recent purchase contract, including her Owner Beneficiary Agreement, Owner Confirmation Interview, Purchase Proposal, and Terms and Conditions have been attached with this correspondence for her convenient review. Should ******************** need copies of additional documents, any of our Vacation Specialists will be pleased to assist her.

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

Bluegreens ************* ********************** team has reviewed Ms. ********* ownership closely. After doing so,Bluegreen finds that we will not provide the cancellation requested for ******************** However, Bluegreen would advise that Ms. ********* mortgage loans for her timeshare purchases completed on May 22, 2023, and July 3, 2023, were charged off due to nonpayment on May 1, 2024, and March 18, 2024, respectively.******************** is therefore no longer a Bluegreen owner. Our Specialist would be happy to provide further information for ******************** if she wishes to speak by telephone. Should ******************** have further questions or concerns, she has the direct contact information for our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:06/21/2024
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.
1. High cost of maintenance fees and how they continue to increase significantly every year.2. Cancellation fee of $50 every time a reservation was made and needed cancelled.3. How difficult it was to schedule vacations around summer and holidays. And being a bronze member, there were not enough points anyway to schedule during those demand periods. But the most frustrating part was when we tried to book a vacation and how it became extremely time consuming, and then we end up not going. Wait time was always excessive. What good is a timeshare if you cant use it when & where you want?Finally, my husband (***********************) passed away unexpectedly from a massive heart attack at the age of 66 years old on August 24, 2021. This was beyond devastation for me and my family. Traveling was no longer a priority or a need.Due to all the reasons above, I want to be released from this contract since we cannot sell it back as promised by the sales representative.
Business Response
Date: 06/28/2024
June 28, 2024

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

RE: Consumer File No. 21882125

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on June 21, 2024, regarding the consumer correspondence of *****************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

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

Bluegreens records indicate that *************************** and ****************************** purchased a Bluegreen Vacation Club timeshare interest on December 5, 2017.Bluegreen sincerely regrets to hear of Mr. ****** passing in 2021, and we wish *************** our deepest condolences for her loss. Mrs. ****** timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Bronze membership.

Upon receipt of your correspondence advising of Mrs. ****** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach *************** by telephone and email on June 24, 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 25, 2024, and by telephone on June 26, 2024, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with ************** directly, Bluegreen wishes to respond to her concerns through the Better Business Bureau.

Mrs. ****** first concern is regarding maintenance fee increases. The Terms and Conditions of the Owner Beneficiary Agreement in Section 4: Common Assessment Fees and **** Dues set forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Section 4 further provides that Bluegreen has the right to increase or decrease fees from time to time. Bluegreen would remind *************** that maintenance fees for the timeshare ownership can increase or decrease just as expenses for a car or home can fluctuate during the time of ownership. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and prepayments before the maintenance fee bill is due.

Mrs. ****** second concern is regarding reservation cancellation fees. Bluegreen sincerely regrets any frustration *************** has experienced, but we would advise that there are fees to cancel reservations when doing so outside of our cancellation guidelines. Bluegreen would advise *************** that she has the option to purchase the Points Protection Plan for each Points reservation,although it is not required. The Points Protection Plan is a reservation-specific protection plan, not travel insurance. The Points Protection Plan protects the number of Points that are used for one reservation if cancellation is required. When cancelling a reservation with the Points Protection Plan, the full amount of Points used for the reservation is returned to the account for use on future reservations, and no cancellation fees are charged. If the Points Protection Plan is not selected, *************** will pay a cancellation fee if she cancels a reservation outside of Bluegreens guidelines. Our Specialist would be pleased to provide additional detail about Bluegreens reservation cancellation policies if *************** wishes to speak by telephone.

Mrs.****** third concern is regarding availability to book vacations with her ownership. *************** was advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview, Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from eleven months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. *************** initialed beside Section 1, indicating she understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, as a Premier Bronze owner, ************** has access to our Premier wait list benefit, which allows her to request reservations one month before the reservation booking window opens to the general ownership. While Premier wait list requests are not guaranteed until confirmed, this benefit would help *************** to maximize Bluegreens availability by requesting vacations in advance. Finally, if *************** wants additional information about reserving vacations, we invite her to call our customer service contact center. Our contact center is open six days a week to assist *************** in getting the most out of her Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with *************** for as long as needed to provide guidance, answer questions, and book reservations.Bluegreen understands that *************** may have experienced long hold times when calling, and we sincerely regret any inconvenience or frustration this caused.Bluegreen would advise that *************** also has the option to live chat with our Vacation Specialists via her online account.

Mrs.****** next concern is that she feels she does not own enough Points to travel to her desired locations. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As *************** initialed in Section 3 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The ****** Points ************** receives cover fewer nights at some properties based on these factors,but at other resorts a full weeks stay can be reserved for ***** Points or fewer. *************** also received for her review a Points Guide advising the number of Points needed for each accommodation. The Points Guide provides helpful information for owners to plan vacations with full knowledge of the times of year and types of accommodations their ownership allows at Bluegreens varied resort properties. For example, during the Blue Season in parts of December, January, and February, a one-bedroom suite vacation villa that sleeps four people at our Harbour Lights resort in ************, ************** is available for an entire week for just ***** Points. At **************, a hotel-style villa is only ***** Points weekly for much of January, February,March, November, and December. Our ********************************************* resort in ************,******** offers one-week vacations for as few as ***** Points per week during the Blue Season in January and February, or up to ***** Points in the White and Red Seasons during March, April, October, November, and December. Our Specialist would be pleased to discuss opportunities to reserve vacations with *************** and assist her in confirming reservations at resorts she has not yet been able to visit.

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

Mrs. ****** final concern is that she understood Bluegreen would buy back 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 14 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, the Terms and Conditions of the Owner Beneficiary Agreement in Section 5:Purchasers Acknowledgments disclaim the investment potential of the ownership and state there is no guaranteed buyback of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation.

Bluegreens ************* ********************** team has reviewed Mrs. ****** 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 ***************************************************************************** **** Services
Bluegreen Vacations Corporation

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Complaint statuses

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