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

1,885 total complaints in the last 3 years.
830 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:02/28/2024
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.
Maybe the BBB can help us. We recently reached out to our timeshare company, Bluegreen Vacations, to request an update on the status of our account with their company. We received an email response from one of their customer care representatives, ******, asking to schedule a phone call with us. We emailed him back asking if he could send over his contact information and he never responded. We are tired of receiving a complete lack of response and assistance from Bluegreen over and over again. We have paid them way too much money and we need a response and the updates we have been requesting asap. We request Bluegreen reach out to us so that we may know where we stand.***** and *************************
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21358455

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

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

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

Bluegreens records indicate that ***************************** and *************************************** (name as shown on contract) first purchased a Bluegreen Vacation Club timeshare interest on July 7, 2015. *** and ******************* then increased their Points interest by purchasing additional Points on August 11, 2015, September 3, 2017,and December 13, 2017. *** and Mrs. ******** timeshare interest conferred ownership of ****** Annual Vacation **** Points and Premier Silver membership.

Upon receipt of your correspondence advising of *** and Mrs. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education, resolution, and ongoing service, one of our ************* ********************** Specialists reached out to *** and ******************* by telephone and email on February 28 and February 29, 2024, leaving messages to notify them that we would like to speak with them further to address their Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out to *** and ******************* by telephone again on March 1, 2024, leaving messages that we are trying to reach them and providing direct contact information. Although we have been unable to speak with *** and ******************* directly, Bluegreen wishes to respond to their concerns through the Better Business Bureau.

Bluegreen would advise that *** and ******************* directed the same consumer matter to the ******** ************************* Please find enclosed a copy of the response that Bluegreens **************** prepared and submitted to the ******** ************************* As such, please accept our ****************s response as Bluegreens response to *** and Mrs. ******** Better Business Bureau correspondence as well. In addition, Bluegreen would like to respond to the concern in *** ******** Better Business Bureau correspondence.

*** and Mrs. ******** first concern is that we have not been helpful in addressing their concerns with their ownership. Bluegreen appreciates *** and Mrs. ******** informing us of their disappointment with the communication they have received from Bluegreens previous ************* ********************** Specialist to assist them. We sincerely regret if *** and ******************* did not feel their concerns were addressed appropriately by the previous Specialist. Our Specialist called and left voice messages for *** and ******************* on November 7 and November 8, 2023, but was unable to speak with the ******* about their concerns. We take owners feedback seriously and are grateful for an opportunity to review our servicing for any improvement opportunities. We hope *** and ******************* will be satisfied with the exemplary customer service and communication they receive from the Specialist currently assisting them.

Bluegreens ************* ********************** team has reviewed *** and Mrs. ******** ownership closely. After reviewing their ownership, Bluegreen finds that we will not provide the cancellation and refund requested for *** and ********************** this time, however, Bluegreen would advise that *** and Mrs. ******** mortgage loan for their timeshare purchase on December 13, 2017, has been charged off due to nonpayment in November 2020. *** and ******************* are no longer Bluegreen owners. Our Specialist sent a copy of *** and Mrs. ****************** letter via email on February 29, 2024, for their records. Our Specialist would be happy to provide further information for *** and ******************* if they wish to speak by telephone. Should *** and ******************* have further questions or concerns, they have the direct contact information for our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was promised a bunch of stuff. we be able to use are points for plane tickets, cruises, would be able to use them to pay for the maintenance fees .was not told that the fees was going to double it price was told that the payment would be 700 per month its now 1200 just lie after lie. when we got home from are trip i was going to plan out a trip for are family like the told us we could by not evening opening up my wallet found out that was not true. we left are house in ******** at 3 am got to ********* at 10 am they immediately took ** in the back for just a work shop but it ended up being a sales pitch for today only . after not having any rest no food we was Pressured in to a bad deal.
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21358324

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on February 28, 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 ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Mr. ********************* and Mrs. *********************** purchased a timeshare interest with the Bluegreen Vacation Club on January 9, 2023. Mr. and *************** increased their Points ownership by purchasing an additional contract on April 15, 2023, and through an equity trade on December 13, 2023. Mr. and *************** timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Gold benefits.

Upon receipt of your correspondence advising of Mr. and *************** concerns, our ************* ********************** Specialist reached out to Mr. and *************** by telephone and email on February 28, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence, requesting their availability to speak by telephone, and providing direct contact information. Our Specialist reached out again by telephone on March 4 and March 6, 2024, resulting in leaving messages that we are trying to reach Mr. and *************** and providing direct contact information. Unfortunately,at this writing, we have received no response from Mr. and ***************. Although we have been unable to speak with Mr. and *************** directly, Bluegreen wishes to respond to Mr. and *************** concerns through the Better Business Bureau.

Mr. and *************** first concern is regarding using their Points for airfare and cruises. Bluegreen would like to clarify that Mr. and *************** have access through their ownership and through their Traveler Plus membership to receive assistance with booking other types of travel like airfare and cruises. These are cash only options and cannot be booked with their Points. The Joneses are also able to book many additional travel opportunities through their Traveler Plus membership.Traveler Plus is a program that works like a full-service travel agency to help Bluegreen owners with vacation planning outside of Bluegreen resorts, such as assisting with airfare, car rentals, hotel stays, cruises, and exchanges with other resort networks. As Owner Confirmation Interview Section 5 states,membership in Traveler Plus is optional, and additional fees are required to use the benefits and services of Traveler Plus. After their first year of complimentary Traveler Plus membership, Mr. and *************** have the flexibility to determine whether they would like to pay for access to Traveler Plus benefits or opt out of Traveler Plus. Traveler Plus does offer many exciting, deeply discounted vacation opportunities, such as Hot Weeks Getaways.Hot Weeks Getaways provide last-minute, full-week vacations around the world for only ***** Points per week when booked in the final 10 days before check-in. Annual Points and Saved Points can be used for booking Hot Weeks Getaways. Availability for Hot Weeks Getaways changes weekly. In addition,Traveler Plus allows owners to pay a fee to rent additional Points for one-time use if there is a reservation they want to book, but do not have enough Points.

Mr. and ************** second concern is regarding using their Points to pay for their maintenance fees. Should Mr. and *************** wish, they can utilize their Points towards their maintenance fees and **** Dues. Information about the exchange amounts is listed in their Premier Owner Guide and on the Bluegreen website. Another option they *** be referring to is Bluegreen Rewards. Bluegreen Rewards is our program that rewards existing owners for purchasing with their Bluegreen-branded credit card. Making purchases with their Bluegreen-branded credit cards is one way Mr. and ************** can earn Bluegreen Rewards that can be redeemed for a credit toward their maintenance fee bill. Mr. and ************** would receive 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 Mr. 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 or they *** also choose **** and Mastercard gift cards, along with several other redemption options. Bluegreens records indicate on January 2, 2024, Mr. and *************** redeemed ****** Rewards for a credit against their maintenance fees. At this time, they have ***** Rewards available for use.

Mr. and ************** third concern is they state their maintenance fees have doubled. Bluegreen would advise that maintenance fees are detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. This billing calculation indicates that maintenance fees will increase as the number of Vacation **** Points owned increases. Section 4 also provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** 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 to maintenance fees. In addition, Section 8 provided Mr. and *************** with the amount of their maintenance fees associated with their purchase and that they would receive a prorated billing statement in connection with their additional purchase. Furthermore, Mr. and Mrs. ************* Proposal outlined the current maintenance fee, the additional maintenance fee of the new purchase, and the new total maintenance fee.Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due. Mr. and *************** initiated an installment plan of three months on January 2, 2024 and made the first months payment. On February 20, 2024, their second installment plan payment declined and their installment plan was suspended and later defaulted on February 28, 2024. Therefore,the remaining maintenance fee balance has been past due since February 15,2024.

Mr. and *************** next concern is about their experience at an owner orientation meeting. They state the owner orientation meeting focused on trying to sell them more Points rather than on explaining how to use their ownership. Bluegreen would advise that our owner orientation meetings are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. Owner orientation meetings impart a great deal of information about how to use the ownership,including information about how Vacation **** usage *** be enhanced by purchasing additional Vacation **** Points. Still, Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. Mr. and *************** did not need to consider information presented about purchasing additional Points if they were not interested in expanding their ownership. However,their purchase history reveals that Mr. and *************** were interested in upgrading. Moreover, Bluegreen would remind Mr. and *************** that as deeded owners with Bluegreen, they are not under any obligation to attend owner update presentations when they vacation with Bluegreen using their Points in the future if they do not wish to participate.

Mr.and *************** also state they have received unhelpful responses and did not receive their preferred resolution of a cancellation and refund for their timeshare ownership. Bluegreen would advise that our ************* ********************** team is dedicated to finding resolutions for each owners unique circumstances and ownership concerns. Our ************* ********************** Specialist endeavored to provide helpful assistance for Mr. and *************** during their conversation on February 15, 2024,and provided all resolutions available for Mr. and ***************. Bluegreen would remind Mr. and *************** that they purchased a timeshare ownership that is intended to be a lifetime ownership. Bluegreen would advise that the Owner Beneficiary Agreement Terms and Conditions: Section 1(a) Trust Agreement:indicates that Mr. and *************** ownership is intended to be perpetual creating a lifetime of vacations. Bluegreen would also advise Mr. and *************** that Bluegreen does not offer a formal buyback program. Bluegreen makes no guarantees of providing any potential options for exiting a timeshare ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners *** come to an end with the Bluegreen product. Bluegreen would also advise that Owner Confirmation Interview Section 10(b) *******: indicates that Mr. and *************** made their purchase for long-term use creating a lifetime of vacations. Mr. and *************** initialed next to Section 10(b) indicating their understanding that Bluegreen does not offer a formal buyback program and there is a limited secondary market for timeshares. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information,but Bluegreen is not party to that conversation.

Mr. and *************** next concern is regarding the pressure they state they felt to purchase, the length of the sales presentations, the limited time offers to purchase, and the incentives. Bluegreen would advise that Mr. and ************** were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs. Mr. and *************** also state the meetings lasted a long time. Our sales presentations impart a great deal of information to prospective and current owners. Due to the volume of information shared during the sales presentations, the time can be lengthy. Moreover, the sales presentation time estimate covers the time for the initial presentation only.This estimate does not include the additional time spent to answer follow-up questions, tour the property, find the Points ownership best suited to a prospective or current owner, or complete the paperwork for a purchase. Mr. and *************** state they were advised they had to purchase that day. However, we would remind Mr. and *************** that Bluegreens sales proposals can vary, so the offers presented to them during each sales presentation were only good for those dates. Regarding gifts provided at sales presentations, these incentives are promotional offers given as a bonus for owners to enrich their vacation experience, but are not intended to create pressure.

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

Mr. and *************** final concern is regarding receiving collection calls. Bluegreen would advise the collection calls are related to the past due balance on Mr. and Mrs.Jonesmortgage loan in connection with their December 13, 2023 timeshare purchase.Bluegreen would remind Mr. and ************** that their purchase agreement and promissory note are still in effect. Therefore, the Bluegreen ******************* or any third party with which we contract is permitted to pursue collection attempts on any past due loan balance. Per Bluegreens records and as previously mentioned, Mr. and ******************************* fees are also currently past due. Therefore, per Bluegreens Assessment, Billing, and Collection Policy,owners *** be referred to collection agencies for collection efforts should their fees be past due.

Bluegreens ************* ********************** team has reviewed Mr. and *************** ownership closely, since receiving their Better Business Bureau correspondence. After review, Bluegreen finds that Mr. and ************** remain bound to the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and refund requested for Mr. and ***************. At this writing, Bluegreen would advise that Mr. and *************** mortgage loan in connection with their timeshare purchase on December 13, 2023, is currently 55 days past due. Bluegreens ******************* has called, emailed, and sent letters to Mr. and *************** to advise them of the delinquency and provide an opportunity to bring their loan current. Should Mr. and *************** elect not to continue mortgage payments,their loan *** charge off due to nonpayment of mortgage. Should Mr. and *************** have any further questions or concerns, we invite them to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 03/12/2024

Complaint: 21358324

I am rejecting this response because: We still want out of this timeshare

Sincerely,

*********************
Initial Complaint
Date:02/27/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May ******** In Dec of 2022 we used a 2-night 3-day vacation that was presented to us while we were at Bass Pro Shops. We planned our day around the 1-hour presentation in the morning at the Big Cedar Lodge. The 1-hour presentation lasted approximately 5 hours, if not more. We do not like making major purchases without having at least a few days to think it over and discuss making a substantial financial commitment, but we felt pressured into making the purchase of the Blue Green Vacations Timeshare. We were informed that they could reduce the price of the property to accommodate our financial budget and told us that if at any time we changed our minds, we could just sell the property back to Blue Green Vacations, and that we wouldnt need lawyers etc. to do so. Upon agreeing to buy into this timeshare I was asked to raise my credit limit and that was the only way it could be paid for. The Financial strain that the timeshare has put on us from the maintenance fees going up has caused arguments and has almost ended our relationship. Once we decided to make the purchase after an over a 5+hr and multiple people coming over to "make a deal" or talk to us about how it would greatly help out our family with the cost of vacations, we were rushed through signing the contract and nothing was explained nor were we able to read through the contract itself. We were also given vouchers for RCI Vacations and Gift cards as an incentive for buying in on the Blue Green Vacations. We have been misled by the Blue Green Vacation sales representatives and we no longer want to have any association with this timeshare. We no longer want to be stuck in the excessive monthly payment for it and want to be released from this contract since we cannot sell it back. Please cancel this timeshare immediately.Sincerely, *********************** *******************************
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21355207

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on February 27, 2024, regarding the consumer correspondence of Mr. ******************************* and Ms. ************************ Thank you for reaching out to us on their behalf to apprise us of their inquiry.

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

Bluegreens records indicate that Mr. ******************************* and Ms. *********************** purchased a timeshare interest with the Bluegreen Vacation Club on December 22, 2022. ****************** and Ms. ***** timeshare interest confers ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of ****************** and Ms. ***** concerns,our ************* ********************** Specialist spoke with ************ by telephone on February 28, 2024, listening to her concerns, discussing resale options and advising that there is no option to cancel their ownership. In addition to speaking with ************ directly, Bluegreen wishes to respond to ***************** and Ms. ***** concern through the Better Business Bureau as well.

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

****************** and Ms. ***** second concern relates to they buyback of their ownership. ***************** and ************ states they were told they could resell their ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. Owner Confirmation Interview Section 10.c provides that Bluegreen does not offer a formal buyback program and there is limited secondary market sales opportunities for timeshares. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests,Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent, Pinnacle Vacations. This third-party resale agent can advise owners regarding resale information, but Bluegreen is not party to that conversation.

****************** and Ms. ***** third concern is regarding affording their timeshare ownership. Bluegreen would advise ****************** and ************ that the purchase terms for their timeshare purchase were disclosed at the time of purchase. The second page of ****************** and Ms. ***** Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. If they were uncomfortable with the financing terms, ****************** and ************ could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, ****************** and ************ initialed the first page of the Owner Confirmation Interview, stating that they reviewed the Financial Summary and can afford to make all payments associated to their purchase and agree to the Purchase Terms.

****************** and Ms. ***** concern also arises from the sales presentation they attended. They state the closing was hurried and did not give them time to review the purchase. Our sales presentations impart a great deal of information to prospective owners.Due to the volume of information shared during the presentation, the time can be lengthy. Bluegreen attempts to abbreviate the lengthy process by summarizing the most pertinent details of the ownership during closing. If ****************** and ************ wanted additional time to review the purchase information and documentation before signing, they were free to request additional time with the documents from a Bluegreen representative before executing the purchase paperwork. However, if ****************** and ************ were willing to complete the purchase without fully reading their contract documents, Bluegreen still provided ****************** and ************ the days following the closing as their statutory rescission period to review their contract at their leisure.

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

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

Bluegreens ************* ********************** team has reviewed ****************** and Ms. ***** ownership closely, since receiving their Better Business Bureau correspondence. After review, Bluegreen finds that ****************** and ************ remain bound to the terms of the purchase agreements they executed for their timeshare purchase. Bluegreen will not provide the cancellation requested for ****************** and ************. Should ****************** and ************ have any further questions or concerns, we invite them to reach out to our Specialist at the direct contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/27/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I purchased a timeshare in the spring of 2021 through BlueGreen Vacations under false pretenses. This company used deceptive and manipulative tactics to secure this sale. There are examples with details included in the attached letter. We are seeking to be released from our contract with BlueGreen Vacations. It has proven to be extremely difficult to get out of the contract and since having a heart attack, we have continued to experience multiple hardships. These hardships (surgery & subsequent unemployment) have caused some delays as well. That is the reason this complaint was not filed sooner.
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21354569

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on February 27, 2024, regarding the consumer correspondence of ******************************* and **************************************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

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

Bluegreens records indicate that ******************************* and ************************************** purchased a Sampler Membership with a one-time allotment of ***** Points with a 12-month use period on March 23,2021. Mr. and ******************* upgraded to a deeded timeshare interest with the Bluegreen Vacation Club on July 31, 2021. At one time, ******************** timeshare interest conferred ownership of ****** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and Mrs. ******** concerns,our ************* ********************** Specialist reached out to Mr.and ******************* by telephone and email on February 28 and February 29, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence, sending account status documentation by email, and providing direct contact information. Our Specialist reached out again by telephone on March 1, 2024, resulting in leaving a voice message that we are trying to reach Mr. and ******************* and providing direct contact information. Unfortunately,at this writing, we have received no response from Mr. and *******************. Although we have been unable to speak with Mr. and ******************* directly, Bluegreen wishes to respond to Mr. and Mrs. ******** concerns through the Better Business Bureau.

Mr. and Mrs. ******** first concern is regarding the pressure they state they felt to purchase, the length of the sales presentations, and the incentives. Bluegreen would advise that Mr. and ******************* were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if they felt the timeshare ownership did not suit their vacation needs. Mr. and ****************** also state the meeting lasted three hours. Our sales presentations impart a great deal of information to prospective and current owners. Due to the volume of information shared during the sales presentations, the time can be lengthy. Moreover, the sales presentation time estimate covers the time for the initial presentation only. This estimate does not include the additional time spent to answer follow-up questions, tour the property, find the Points ownership best suited to a prospective or current owner, or complete the paperwork for a purchase. Regarding gifts provided at sales presentations, these incentives are promotional offers given as a bonus for owners to enrich their vacation experience, but are not intended to create pressure.

Mr. and Mrs.******** second concern is with the Bluegreen-branded credit card that is made available to allow purchasers an option to complete the down payment or full purchase price of the Bluegreen ownership. Mr. and ****************** state they were convinced to apply for Bluegreen-branded credit card for their down payment. Bluegreen would advise that the application for the credit card is optional and not required as part of the purchase. The Bluegreen-branded credit card is simply one option Bluegreen offers new and upgrading owners for partial or total payment of their timeshare purchase.

Mr. and Mrs.******** third concern is regarding rewards they can earn by making purchases using their Bluegreen-branded credit card. They state they were told they could purchase groceries and gas using the card and it would eliminate their maintenance fees. Bluegreen Rewards is our program that rewards existing owners for purchasing with their Bluegreen Mastercard. Making purchases with their Bluegreen-branded credit cards is one way Mr. and ******************* can earn Bluegreen Rewards that can be redeemed for a credit toward their maintenance fee bill. Mr. and ****************** would receive 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 Mr. 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 or they may also choose **** and Mastercard gift cards, along with several other redemption options.

Mr. and Mrs.******** next concern is they state they were promised 2-4 lavish vacations each year yet they have not been able to travel on a single vacation through Bluegreen. Mr. and ******************* also state they have found that the required Points for vacations they desire exceed what they have purchased. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. There is no single right amount of Points. The number of Points an owner chooses to purchase is based on his or her unique travel desires. The sales advisors provide tailored options to meet the individual needs of our prospective and current owners. As Mr. and ******************* initialed in Section 1 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The Points Mr. and ******************* receive cover fewer nights at some properties based on these factors, but at other resorts a full weeks stay can be reserved very affordably. Mr. and ******************* also received for their review a Points Guide advising the number of Points needed for each accommodation. The Points Guide provides helpful information for owners to plan vacations with full knowledge of the times of year and types of accommodations their ownership allows at Bluegreens varied resort properties. Furthermore, Bluegreen would advise that Mr. and Mrs. ******** Three-Year Vacation Planner shows with their purchase of ****** Annual Points and their remaining ***** Sampler Membership Points their planner indicated they could expect to take one vacation per year if they chose two-bedroom accommodations during specific seasons.

Mr.and ******************* are also concerned regarding availability to book reservations with their ownership. Mr. and ******************* were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 3 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 3 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ******************* initialed beside Section 3, indicating they understood that vacations would be based upon availability at the time of confirming a reservation.

Mr. and Mrs. ******** next concern is affording their timeshare ownership due to losing family members during COVID-19 and ******************* enduring a heart attack and prolonged unemployment due to her health issues. Bluegreen regrets to hear of Mr. and ******************* having lost family members and we offer our sincere condolences. Bluegreen empathizes with the unfortunate circumstances of Mrs. ******** health issues that have come about since their timeshare purchase with Bluegreen. Generally, illness and health concerns are not a sufficient basis for cancellation of a Bluegreen contract. Still, Bluegreen appreciates Mr.and ******************* for sharing the health challenges affecting ******************* and sends wishes for good health and recovery. Bluegreen would advise Mr. and ****************** that the purchase terms for their timeshare purchase were disclosed at the time of purchase. The second page of Mr. and Mrs. ******** Owner Beneficiary Agreement advises the purchase price and financing. If they were uncomfortable with the financing terms, Mr.and ******************* could have departed the sales presentation without signing any documentation or completing a purchase. Mr. and ******************* also initialed at the bottom of page one of their Bluegreen *************** Summary &Owner Confirmation Interview, indicating that they could afford to make all payments connected with the timeshare purchase and agreed to the Purchase Terms.

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

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ******** ownership closely, since receiving their Better Business Bureau correspondence. After review, Bluegreen finds that Mr. and ******************* remain bound to the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and release from further financial obligation requested for Mr. and *******************. However,at this writing, Bluegreen would advise that Mr. and Mrs. ******** mortgage loan in connection with their timeshare purchase on July 31, 2021, charged off due to nonpayment on October 5, 2023. Therefore,Mr. and ******************* are no longer Bluegreen owners and have been removed from our system. As previously mentioned, our Specialist sent account status documentation to Mr. and ******************* by email. Should Mr. and ****************** have any further questions or concerns, we invite them to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/27/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bluegreen Timeshare: A Big Mistake!Purchase Experience:We attended a presentation on 4/12/15, where we met with *******************************. During the session, we purchased a package for $10,300.00. The presentation lasted much longer than anticipated, spanning approximately 6 hours. On the last day of our vacation, the salesperson was pushy, causing delays in our departure. Despite expressing our urgency to leave, we didn't conclude until the afternoon, impacting our travel plans. We declined the offer once during the discussion on the down payment. The salesperson assured us that we could utilize the resort whenever we desired. However, the explanation of the contract was lacking in detail, particularly concerning the fluctuating maintenance fees. There was no food available, leaving our children hungry.Financial details included an $18,876.40 down payment, with a $2,500 monthly payment and a $136.00 maintenance fee. However, the actual maintenance fee turned out to be $650, which was unexpected.Experience After Purchase:We discovered discrepancies between the promises made during the presentation and the actual experience. Contrary to assurances, the resort did not always have availability, and we were unaware that maintenance fees would increase annually. Additionally, we were surprised by unexpected charges, such as funds deducted for property down payment and unanticipated credit card bills.Experience with Using Resort:Our experience with obtaining reservations was often frustrating, as availability was limited, and we sometimes had to pay additional fees like non-members. During our stays at the resort, the conditions were acceptable, but the amenities didn't always meet expectations. Life Changes:Subsequent to the purchase, unforeseen financial challenges emerged, impacting our ability to fully utilize the membership. These changes included unexpected expenses not accounted for at the time of signing, creating financial strain.
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21354257

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on February 27, 2024, regarding the consumer correspondence of *****************************. Thank you for reaching out to us on his behalf to apprise us of his inquiry.

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

Bluegreens records indicate that ******************************* and ************************************ purchased a Bluegreen Vacation Club timeshare interest on April 12, 2015. Mr. and Mrs. ********* timeshare interest confers ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. ********* concerns,our ************* ********************** Specialist reached out to ******************** by telephone and email on February 28 and February 29, 2024, resulting in leaving messages that we wish to speak with him regarding his Better Business Bureau correspondence and providing direct contact information. Our Specialist spoke with ******************** March 5, 2023, in which ******************** advised that he is represented by legal representation. At the time of this writing, Bluegreen has not received a representation letter from Mr. ********* attorney. Our Specialist listened to his concerns and discussed resale options for potential resolution. However, in the event ******************** chooses to move forward with legal representation, Bluegreens Specialist will no longer be able to assist with Mr. ********* concerns because any response will need to be handled by our ***************** In addition to speaking with ******************** directly, Bluegreen wishes to respond to Mr. and Mrs. ********* concerns through the Better Business Bureau.

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

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

Mr. ********* third concern is that the contract was not fully explained to them during the closing. As acknowledged above, Bluegreen recognizes that the sales process can be lengthy. Bluegreen attempts to abbreviate the lengthy process by summarizing the most pertinent details of the ownership during closing and in the Owner Confirmation Interview. If Mr. and ********************* needed additional time to review about 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 and ask questions before executing the purchase paperwork. However, if Mr. and ********************* were willing to complete the purchase without fully reading their contract documents, Bluegreen still provided Mr. and ********************* the days following the closing as their statutory rescission period to review their contract at their leisure.

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

*********************** concerns about representations he states 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 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provides a space for Mr. and ********************* to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ********************* completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and *********************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. ********* next concern is with a Bluegreen-branded Mastercard credit card that is made available to qualifying purchasers to complete the down payment or full purchase of the Bluegreen ownership. Bluegreen would advise that the application for the credit card is optional and not required as part of the purchase. The credit card is simply one option Bluegreen offers new owners for partial or total payment of their Vacation **** purchase. Additionally, Mr. and ********************* initialed beside Section 11 of the Owner Confirmation Interview,which acknowledges the annual income of the purchaser stated on the credit card application and describes that the credit card will bear a monthly payment and begin accruing interest after the promotional period. Any discrepancy with the credit card, interest rate, or promotional period should be addressed with the issuing bank.

******************** is concerned by charges and additional fees that he believed would be complimentary. Bluegreen would be pleased to address any specific programmatic or resort-based fees that ******************** has encountered if ******************** chooses to provide additional details. Generally speaking, Bluegreen advises owners of fees in advance, such as informing owners about maintenance fees at the time of purchase as discussed above. Very few Bluegreen programs require payment of additional fees. One program ******************** may be referencing is Traveler Plus.Traveler Plus is a program that works like a full-service travel agency to help Bluegreen owners with vacation planning outside of Bluegreen resorts, such as assisting with airfare, car rentals, hotel stays, cruises, and exchanges with other resort networks. As Owner Confirmation Interview Section 6 states,membership in Traveler Plus is optional and additional fees are required to use the benefits and services of Traveler Plus. After their first year of complimentary Traveler Plus membership, Mr. and ********************* had the flexibility to determine whether they would like to pay for access to Traveler Plus benefits or opt out of Traveler Plus. Moreover, as to fees incurred at Bluegreen resorts, in general these fees result from additional services provided at the resort beyond resort villa accommodations. For example, a resort may charge additional fees if an owner uses valet parking services at a resort property, since these services are not required to stay at the property.

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

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

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I attended a timeshare presentation in ***********, **. The presentation was supposed to be a brief one hour presentation. We were there over four hours. We felt unduly pressured into making a ***** decision, and it was not made explicitly clear to us that the final cost would exceed double the original contract price. Furthermore, we were not informed that opting out of automatic bank payments would result in an increased interest rate, subsequently inflating our payments. Since the acquisition of the timeshare, unforseen circumstances have arisen, placing us in a significantly strained financial situation. These circumstances have made this an unsustainable financial burden. We were told there was not an exit option. Furthermore, each attempt to book a stay with the timeshare has been met with the unexpected demand for additional funds at check in that exceeded the figures initially presented during the original sales presentation. The sales tactics employed during the presentation were unfair, and the terms of the contract were not presented in a manner that allowed us to thoroughly understand the implications of our decision.
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21351449

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on February 27, 2024, regarding the consumer correspondence of ******************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

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

Bluegreens records indicate that Mr. ************************* and ****************************** purchased a Bluegreen Vacation Club timeshare interest on October 22, 2022. Mr.and ************* timeshare interest conferred ownership of four thousand Annual Vacation **** Points.

Upon receipt of your correspondence advising of ************* concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach ******************* by telephone and email on February 27, 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 February 28, 2024, again leaving messages that we are trying to reach her and providing direct contact information. Our Specialist and ******************* then exchanged emails on February 28, February 29, 2024 and March 1, 2024 to schedule a time to speak.Accordingly, our Specialist spoke with ******************* by telephone on March 6,2024, listening to her concerns and providing their account status. In addition to speaking with ******************* directly, Bluegreen wishes to respond to her concerns through the Better Business Bureau as well.

************* first concern is regarding pressure she states they felt to purchase and the length of the sales presentation. Bluegreen would advise that Mr. and ****************** were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs. ******************* also states the presentation lasted longer than the one hour 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 only. This estimate does not include the additional time spent to answer follow-up questions, tour the property, find the Points ownership best suited to a prospective owner, or complete the purchase paperwork.

************ second concern is that she feels they were not advised of the total costs associated with the ownership. Bluegreen would advise ******************* the financing terms for their timeshare contract were disclosed at the time of purchase. The second page of Mr. and ************* Owner Beneficiary Agreement advises the purchase price and financing terms for the contract. Maintenance fees are also discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. The Terms and Conditions of the Owner Beneficiary Agreement 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 and provides a breakdown of rates. Mr. 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, as well as loan financing terms. If they were uncomfortable with the financing terms, Mr. and ******************* could have departed the sales presentation without signing any documentation or completing a purchase.

************* third concern is regarding the increase in their mortgage loan interest rate that resulted when they elected to cancel their automated draft payments (ACH payments). Bluegreen would advise that owners *** switch from ACH payments to coupon book payments by contacting our ******************* to request this change. However, the owners will no longer receive the 1 percent interest rate discount Bluegreen originally offered as an incentive to enroll in ACH payments. Once the discount has been forfeited, the owners will not be able to acquire it again, even if they opt into ACH payments again. Therefore, Mr. and ******************* forfeited this interest rate discount when they chose to cancel automated drafts for their mortgage payments. Bluegreen would advise that this information was provided in Section 4 of the Promissory Note for their mortgage loan.

************* next concern is regarding not being provided an exit option for 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 ************* 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. Unfortunately, Bluegreen did not receive a request to cancel from Mr. and ******************* during the rescission period.

******************* also states a concern about being charged additional fees when traveling on a Bluegreen stay. ******************* states each attempt to book a stay with their timeshare has been met with unexpected additional funds requested at check-in that exceeded the figures initially presented during the original sales presentation. Our records indicate Mr. and ****************** purchased their new owner orientation stay in October 2022. Bluegreens records also indicate that our Marketing team spoke directly with ******************* regarding their orientation package on November 23, 2022, confirming the requirement to pay taxes at the time of check-in. ******************* expressed frustration regarding the additional fees and as a gesture of goodwill, our Marketing team offered a $75 gift card for the inconvenience. ******************* indicated her understanding and accepted the offer. Bluegreen would advise our resorts do collect our standard pre-authorization fee by credit card as a deposit against any incidental that *** take place for the vacation villa. This pre-authorization is routinely charged for all reservations. Upon check out, the charge is removed upon verifying there is no damage to the unit.

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

Bluegreens ************* ********************** team has reviewed Mr. and ************* ownership closely. After doing so, Bluegreen finds that we will not provide the cancellation and refund requested for Mr.and *******************. However, Bluegreen would advise that Mr. and ************* mortgage loan for their timeshare purchased on October 22, 2022, was charged off due to nonpayment on November 27, 2023. Mr. and ******************* are therefore no longer Bluegreen owners. For their convenience, our Specialist provided copies of Mr. and ************* termination letters by email on February 27 and 28, 2024. Should ******************* have further questions or concerns, she has the direct contact information for our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bluegreen sold us a timeshare which turned out to be a complete scam. We tried to resell it through various channels but were unsuccessful. The limited availability of the units made it impossible to take vacations when we wanted. At **********, we couldn't even park our car near the resort. The low-price vacation promised by Bluegreen turned out to be a trap. They lured ** into attending meetings and pushed ** to buy more timeshare points. In ********* and ************, the pressure tactics were used to make ** pay for the first-timeshare. Despite reaching out to Bluegreen three times, we received no response. We feel cheated and manipulated by Bluegreen. They had no regard for our interests and only focused on making profits. We urge all consumers to stay away from Bluegreen. We have lost thousands of our money. Im sure Bluegreen is aware of how they are scamming people. I just dont think they actually care. We hope to get our money back from them. We feel like we have been completely scammed. Thank you for all you do.
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21349020

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on February 26, 2024 regarding the consumer correspondence of Mrs. Ive ******. 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 Mrs. ***************** purchased a one-year ***** Sampler membership package of ***** Points on April 15, 2017,allotted for one year use. Mr. and ***************** then purchased a Bluegreen Vacation Club timeshare interest on September 10, 2018. Mr. and ***************** subsequently upgraded their ownership interest through an equity trade on March 12, 2019. Mr. and ************ timeshare interest confers ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of ************ concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists reached out to ***************** by telephone and email on February 27, 2024, resulting in leaving messages that we wish to speak with her further regarding her Better Business Bureau correspondence and providing direct contact information. Our Specialist briefly spoke with ***************** by telephone on February 28, 2024,scheduling a time to speak with ***************** at a later date. Our Specialist spoke with ***************** by telephone on February 29, 2024, listening to her concerns, apologizing for her experience and reviewing a responsible exit option. In addition to speaking with ***************** directly, Bluegreen wishes to respond to her concerns through the Better Business Bureau as well.

******************* first concern relates to resale of their ownership. ***************** states they made attempts to resell their ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. ***** Confirmation Interview Section 14 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, ***** 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, Pinnacle Vacations. This third-party resale agent can advise owners regarding resale information, but Bluegreen is not party to that conversation.

************ second 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. ***** Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ***************** initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if Mr. and ***************** want additional information about reserving vacations, we invite them to call our customer service contact center. Our contact center is open six days a week to assist Mr. and ***************** in getting the most out of their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with Mr. and ***************** for as long as needed to provide guidance, answer questions,and book reservations.

******************* third concern is with the parking experience they had during their stay at a resort. Bluegreen regrets any inconvenience Mr. and ***************** have experienced during their stay in **********, **************. Bluegreen aims to provide beautiful resort vacation experiences and exemplary customer service at all our ********************** **** accommodations. Our resort staff and contact center agents are pleased to assist with any challenges our owners experience with a reservation or resort accommodations. It is standard practice for our resort staff team members to work with owners during their visits, such as by offering to move the Hewitts reservation to another villa that was available on the property. We encourage Mr. and ***************** to call our customer service contact center about their resort experiences, as our customer service agents can review their situation and assist with their concerns.

***************** also mentions concern with attending an owner update presentation. **************** states that during the presentation, they felt pressure to purchase additional Points. Bluegreen would remind Mr. and ***************** that as deeded owners with Bluegreen, they are not under any obligation to attend owner update presentations when they vacation with Bluegreen if they do not wish to participate.However, Mr. and ***************** are always welcome to attend a presentation should they wish to learn more about their ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation. Our owner update presentations are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. ***** 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. Mr. 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 upgrades.

******************* next concern is with the communication she received while attempting to address her concerns. Bluegreens policy is to return owners communications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreens records indicate interactions with both our ***** Services team and our ***** Communications Chat team. In each of these interactions, our representatives listened to Mr. and ************ concerns and offered assistance with many aspects of their ownership. Our records do show emails received from Mr. and ***************** on September 8, 2023, October 20,2023, and December 27, 2023. However, since the start of COVID-19, all agents are currently available to assist owners in real-time via live chat or telephone. Our customer service inbox is therefore not routinely monitored, and this information is posted on our Contact Us web page to notify owners that emails are not being answered at this time. We sincerely regret any inconvenience this has caused, but Bluegreen is pleased to have this opportunity to assist ***************** via her Better Business Bureau correspondence.

Finally,***************** is concerned 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 ***** Confirmation Interview at Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provides a space for Mr. and ***************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ****************** by writing None, indicated no outside promises or commitments were made by Bluegreen. Furthermore, the ***** Beneficiary Agreement at Section 24 provides that Mr. and ****************** as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Bluegreens ************* ********************** team has reviewed Mr. and ************ ownership closely. After reviewing their ownership, Bluegreen finds that we will not provide the cancellation and refund requested for Mr. and ******************************* this writing, Bluegreen advises that Mr. and ******************* mortgage loan for their March 12, 2019, timeshare has been paid in full. Should ***************** have any further questions or wish to discuss potential resolutions, we invite her to contact our Specialist directly at the contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 04/03/2024

Complaint: 21349020

Please see attached.

Sincerely,

****************
Business Response
Date: 04/10/2024
April 10, 2024

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

RE: Consumer file No. 21349020

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on February 26, 2024, regarding the consumer correspondence of Mrs. **************** and ******************* rebuttal correspondence received on April 4, 2024. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Upon receipt of your correspondence advising of ******************* rebuttal, our ************* ********************** Specialist reached out to ***************** by telephone and email on April 3, 2024, resulting in leaving messages that we wish to speak with her regarding her rebuttal correspondence and providing direct contact information. Our Specialist received an email response from ***************** advising her call message preference. Our Specialist reached out again that same day and spoke with ***************** revisiting her concerns and advising that requirements for potential exit. In addition to speaking with ***************** directly, Bluegreen wishes to respond through the Better Business Bureau as well.

******************* rebuttal correspondence expands on the same concerns stated in her original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated March 7, 2024, on all subjects therein. In addition, Bluegreen would like to respond to the additional concern in ******************* rebuttal correspondence.

******************* rebuttal questions Bluegreens wish to speak with her to address her concerns instead of providing communication in writing. We usually find it helpful in addressing an owners concerns when speaking via telephone rather than written form. Our Specialists can provide the best assistance to ***************** by a two-way telephone conversation and would be happy to summarize any telephone conversation in writing via email following the telephone call, so ***************** has written documentation for her records.

Bluegreen desires to be responsive to ******************* issues of concern and resolve this matter. However, Bluegreen reiterates the positions described in our earlier correspondence dated March 7, 2024. Bluegreen remains firm that we will not cancel and refund Mr. and ************ ownership. During their conversation, our Specialist discussed with ***************** the offer to exit their ownership. The parameters the Specialist offered are accurate and would provide a safe and expedient exit from the Vacation ****. Should ***************** have any further questions, we invite her to contact our Specialist directly at the contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/26/2024
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.
Better Business Bureau ***** filing a complaint against the timeshare company Bluegreen Vacations. They are unethical and use manipulative sales tactics and are taking advantage of consumers. We wererepeatedly told that this was a one-time deal and that if we did not make a purchase at that moment, we would lose out on a great opportunity. We were also told we were doing an upgrade so we could now have the access promised at the first presentation. To our surprise, we discovered that there are now two contracts open instead of one. We were never informed about this during the presentation or given any explanation as to why this occurred. This has resulted in double the maintenance fees for us which is something we cannot afford nor agreed upon. This kind of misleading information is unacceptable and unethical. We want a refund for the expense of the upgrade and the contracts canceled. Sincerely, **** and *********************
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21348563

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

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

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

Bluegreens records indicate that ***************************** and ************************** purchased a timeshare interest with the Bluegreen Vacation Club on November 20, 2022. ************** then solely increased their Points ownership by purchasing an additional contract on March 7, 2023. Mr.and *************** timeshare interests confer ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and *************** concerns, our ************* ********************** Specialist spoke with ************** by telephone on February 27, 2024, listening to his concerns, providing potential resolutions, and advising that they were provided the five-day rescission period in which to review their contract documents and cancel, if desired. In addition to speaking with ************** directly, Bluegreen wishes to respond to Mr. and *************** concerns through the Better Business Bureau as well.

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

Mr. and *************** second concern is regarding the pressure they felt to purchase and the limited time offer to purchase when attending sales presentations. Our sales teams share a wealth of information about our product. Mr. and ************** states they were advised they had to purchase at that moment. However, we would remind Mr. and *************** that Bluegreens sales proposals can vary, so the offers presented to them on the dates of their purchases were only good for those dates. Still, Mr. and *************** were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs.

Mr. and *************** third concern is regarding having the access they were promised at the first presentation after their upgrade. It is unclear if Mr. and *************** are referring to their availability to book vacations with their ownership. However,Mr. and *************** were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 3 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 3 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ************** initialed beside Section 3, indicating they understood that vacations would be based upon availability at the time of confirming a reservation.Furthermore, if Mr. and *************** want additional information about reserving vacations, we invite them to call our customer service contact center. Our contact center is open six days a week to assist Mr. and *************** in getting the most out of their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with Mr.and *************** for as long as needed to provide guidance, answer questions, and book reservations.

Mr. and Mrs. ********* concern is they state they were surprised to discover they had two contracts instead of one after their upgrade purchase. Mr. and *************** also state they are now paying double the maintenance fees. Bluegreen would advise that maintenance fees are detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. This billing calculation indicates that maintenance fees will increase as the number of Vacation **** Points owned increases. Mr. and *************** doubled the amount of their owned Points when purchasing an additional contract. Section 4 also provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** 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 to maintenance fees. Furthermore, Mr. and *************** Purchase Proposal outlined the current maintenance fee, the additional maintenance fee of the new purchase, and the new total maintenance fee. In addition, page one of their Bluegreen *************** Summary & Owner Confirmation Interview provided the Annual Maintenance Fee Associated with their upgrade purchase and the *********** Dues. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due. Our records indicate that Mr. and *************** have utilized payment options in the past. With respect to mortgage payments and interest rates, those purchase terms were advised on the second page of Mr. and Mrs. ********** Beneficiary Agreement, the first page of their Bluegreen *************** Summary & Owner Confirmation Interview, and the Purchase Proposal. Mr. and *************** were under no obligation to purchase if they were uncomfortable with these financing terms. Moreover, Mr. and *************** initialed at the bottom of page two of their Owner Beneficiary Agreement indicating they had reviewed and agreed to the Purchase Terms.

Mr. and Mrs. ********** concern is regarding affording their timeshare ownership.Bluegreen would again advise Mr. and *************** that the purchase terms for their timeshare purchases were disclosed at the time of purchase. Mr. and *************** initialed at the bottom of page one of their Bluegreen *************** Summary & Owner Confirmation Interview acknowledging they could afford to make all payments connected with their timeshare purchase and that they agreed to the Purchase Terms. Owner Confirmation Interview Section 9 also advised if they had any pre-existing loans or credit card balances, they would remain with no change. If they were uncomfortable with the purchase terms and maintenance fees required, Mr. and *************** could have departed the sales presentation without completing a purchase.

Bluegreens ************* ********************** team has reviewed Mr. and *************** ownership closely, since receiving their Better Business Bureau correspondence. After review, Bluegreen finds that Mr. and ************** remain bound to the terms of the purchase agreements and promissory notes they executed for their timeshare purchases. Bluegreen will not provide the cancellation and refund requested for Mr. and ***************. At this writing, Mr. and *************** mortgage loans in connection with their timeshares purchased on November 20, 2011 and March 7, 2023, are currently 78 days and 91 days past due, respectively. Bluegreens ******************* has called, emailed, and sent letters to Mr. and *************** to advise them of the delinquencies and provide an opportunity to bring their loans current. Should Mr. and *************** elect not to continue mortgage payments, their loans may charge off due to nonpayment of mortgage. Should Mr. and *************** have any further questions or concerns, we invite them to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bluegreen sold ** this timeshare as an affordable way to lock in "todays" vacation rates and avoid inflation. They have substantially raised maintenance fees, bonus time fees making the first promise a lie. We have taken a few vacations and overall had a good time. There have been multiple issues reported on surveys after stays with no response. They also sold us on points that don't renew ***** year but we still have to pay all the fees. This was not thoroughly explained during sales.
Business Response
Date: 03/07/2024
March 7, 2024

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

RE: Consumer File No. 21348410

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

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

Bluegreen is committed to providing excellence in customer service and 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 April 7, 2021. Mr. and Mrs. ****** timeshare interest confers ownership of ***** Biennial Vacation **** Points.

Upon receiving the Better Business Bureaus correspondence advising of Mr. ****** concerns, our ************* ********************** Specialist reached out to ************** by telephone on February 27, 2024, however, was unable to leave a voice message and as a result sent an email, advising that we wish to speak with him regard his Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out again by telephone and email on February 28, 2024,leaving messages that we trying to reach him and providing direct contact information. ************** sent an email response that same day, advising of his availability to speak. Our Specialist spoke with ************** on March 1, 2024, listening to his concerns, reviewing the maintenance fee billing, advising there is no provision for cancellation and discussing potential resolutions. In addition to speaking with ************** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

Mr. ****** first concern is regarding the annual maintenance fees for their ownership. Maintenance fees are discussed at the time of purchase and detailed in the ***** Beneficiary Agreement and the ***** Confirmation Interview. ***** Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. ***** 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. ************** also mentions they receive their maintenance fee billing statement annually although they receive their Points every other year.Bluegreen would advise Mr. and *************** that the maintenance fees for their Biennial Points are billed at one-half the amount per Point of the per Point rate billed for Annual Points. The reduced-rate annual maintenance fee billing allows them to pay maintenance fees in smaller amounts annually, rather than receive a larger maintenance fee billing every other year. Most owners find that an annual billing assists them in including their maintenance fees in their budget each year.

Mr. ****** second concern is regarding Bonus Time benefits he states have been changed. Bluegreen would advise ***** Confirmation Interview Section 4 states that Bonus Time can be reserved from 45 days to two days in advance and is subject to space availability and a two-night minimum fee. Section 4 also provides that Bonus Time is only available for use by the **** owner, though guests may accompany the owner. Mr.and *************** initialed beside Section 4, indicating they understood that vacations would be based upon availability at the time of confirming a reservation and would be subject to these policies. Bluegreen offers a lifetime ownership and understands that our owners may disagree with certain changes that must be implemented as we adapt to industry changes and consumer preferences. Bluegreen continues to evolve because the way people vacation changes and Bluegreen always aims to deliver the latest innovations and offerings for our owners.

Mr.****** next concern is with Bluegreens communication and responsiveness in resolving the issues they have experienced. Bluegreen strives to provide rapid and reliable communication for our owners. Bluegreens policy is to return owners communications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreens records indicate multiple interactions with both our telephone contact center and our ***** Communications Chat team. In each of these interactions, our representatives listened to Mr. and Mrs. ****** concerns and offered assistance with many aspects of their ownership. Our ************* ********************** team began outreach to ************** in as soon as we received his Better Business Bureau correspondence.At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners. Once again, Bluegreen is pleased to respond to ************** through the Better Business Bureau.

Mr. ****** final concern is regarding representations he states were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The ***** Confirmation Interview at Section 14 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 14 provides a space for Mr. and *************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and *************** by writing None,indicated no outside promises or commitments were made by Bluegreen.Furthermore, the ***** Beneficiary Agreement at Section 24 provides that Mr.and ***************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ****** ownership closely. After reviewing their ownership, Bluegreen finds that Mr.and *************** remain bound to the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and refund requested for Mr. and ***************. Bluegreen wishes to advise that Mr. and Mrs. ****** contract for their April 2021 timeshare purchase has been paid in full. Should he have any further questions or concerns, ************** is invited to reach out to our Specialist at the direct contract information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:02/26/2024
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.
We purchased a beginner timeshare with blue green for $3000 and told us they were able to use it anytime that we were able to through medical medical conditions we couldnt do it the first year they made us go to **************, which is an 8 Hour Dr. for two days and we told them it was not worth the drive for us to say two days so we were told in orientation that we were able to go somewhere else versus going there, so we did so and stayed at a resort. Spoke to the manager. They are regarding this issue that they we was lied to. She gave me her email and told me to email her and call the company and let them know the situation and that they would change the dates to this day. It has been exactly 2 years and were still fighting. We still never used our reserve points for any vacation because everyone has been booked up and weve been fighting them to reimburse us and nothing has been done. Weve never stayed and we would like a full refund of $3000 that was paid. The timeshare is a scam.
Business Response
Date: 03/04/2024
March 4, 2024

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

RE: Consumer File No. 21348250

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

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

Bluegreen is committed to providing excellence in customer service and 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 two-year Sampler package from Bluegreen on February 15, 2022. ************** and ****************** sampler package confers use of twenty-four thousand Points for two years from their purchase date.

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 February 27, 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 February 28, 2024, again leaving messages that we are trying to reach him and providing direct contact information. Our Specialist then spoke with ************** later on that same date,listening to his concerns, reviewing the guidelines of the Sampler membership, and offering a six-month extension of his Points. ************** accepted our Specialists offer. In addition to speaking with ************** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

Mr. ****** first concern is that he understood that they were required to attend an Owner Update meeting in ******************. Bluegreen would advise that the only meeting requirement associated with ************** and ****************** Sampler package is the Owner Eligibility presentation, which must be completed during the first reservation. This information is specified in Section 6 of ************** and ****************** Sampler Confirmation Interview. ************** and **************** initialed next to Section 6, indicating their understanding. Bluegreen would further advise that the Owner Eligibility presentation may be completed at any resort that participates in the Sampler program. Our records do show that ************* and **************** opted to attend an Owner Update at one of our ************ locations in August of 2023, and Bluegreen is pleased that they were able to visit a location that worked for their travel needs.

Mr. ****** second 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 Sampler Confirmation Interview in Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provided a space for ************** and **************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. ************** and **************** completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Terms and Conditions of the Sampler Agreement in Section 13 provide that ************** and ****************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. ****** third concern is that he understood their Sampler package could be extended past the original expiration date. Bluegreen would advise that the Terms and Conditions of the Sampler Agreement in Section 1 provide that the use period of the Sampler Points will begin the first day of the month immediately following the purchase date and will continue for twenty-four months. Section 1 further specifies that any unused Points will expire and become void.

Mr. ****** next concern is regarding availability to book vacations with their Sampler package. ************** 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 a member confirms reservations in advance. Sampler 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 members travel dates. Section 5 states that all reservations are subject to availability. ************** and *************** initialed beside Sections 3 and 5, 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 Sampler membership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with ************** and **************** for as long as needed to provide guidance, answer questions, and book reservations.

Mr. ****** final concern is with their difficulty in receiving a refund. The Terms and Conditions of the Sampler Agreement in Section 1 specify that the Sampler package, including any unused Points, is nonrefundable.

Bluegreens ************* ********************** team has reviewed ************** and ****************** Sampler experience closely. As a gesture of goodwill and customer satisfaction,our Specialist has offered ************** and **************** a six-month extension,which will permit travel to resorts that participate in the Sampler program through September 2024. This exception permits up to two reservations.Bluegreen would advise that no additional extensions will be provided, but we are pleased that we were able to assist ************** and **************** with extending their Points to give them additional time to travel. Should ************** have any further questions or concerns, he has the direct contact information of our Specialist.

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

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