Complaints

This profile includes complaints for Bluegreen Vacations Unlimited, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bluegreen Vacations Unlimited, Inc.

  4960 Conference Way N STE 100 Boca Raton, FL 33431-3311

• 

  Bluegreen Resorts Management

  PO Box 105192 Atlanta, GA 30348-5192

• 

  Bluegreen Resorts

  PO Box 10592 Atlanta, GA 30310-0592

• 

  Shenandoah Crossing Resort & Country Club

  10 Shenandoah Crossings Road Gordonsville, VA 22942

• 

  Bluegreen Vacations Unlimited

  532 W Munroe Ave Wisconsin Dells, WI 53965-8593

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:12/12/2022

  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 are timeshare owners with the timeshare company, Bluegreen Vacations. We made a purchase with Bluegreen on December 31st, 2018 and another on February 15th, 2019. We are greatly disappointed with both of the purchases as well as Bluegreen as a company. We have many issues and concerns that we need addressed, but when we asked Bluegreen to please communicate with us in writing, they were unwilling to do so and decided to ignore us. We have been through enough with this company and have zero interest in speaking with them over the phone as we have been extremely misled over the years. We are requesting our contracts be canceled and the money we paid be refunded back to us.Thanks,***** and *******************************

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18561674
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 12, 2022 regarding the consumer correspondence of Mrs. **************** 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 that 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 December 31,2018. Mrs. **** then completed an upgrade by purchasing additional Points on February 15, 2019. Mr. and *************** timeshare interests confer ownership of ****** Biennial Vacation **** Points.
  
  Upon receipt of your correspondence advising of *************** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist attempted to reach Mrs. **** by telephone on December 13, 2022. Our Specialists call was answered, but the phone line was disconnected when he introduced himself as calling from Bluegreen. Our Specialist followed up by both email and voicemail on that same date to notify Mrs. **** that we were trying to reach her and providing direct contact information. Our Specialist reached out to Mrs. **** by telephone and email again on December 14, 2022 and by telephone on December 15, 2022, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with Mrs. **** directly, Bluegreen wishes to respond to ************** concerns through the Better Business Bureau.
  
  *************** first concern is that she and Mr. **** prefer to communicate in writing and do not wish to speak with our Specialist by telephone. Bluegreen will be pleased to address Mr. and *************** concerns regarding their account. However, Bluegreen maintains that our Specialist can provide the best assistance to Mr. and Mrs. **** on a two-way telephone conversation. Our Specialist would be happy to summarize any telephone conversation in writing via email following the telephone call so that Mrs. and Mrs. **** will have written documentation for their records. Although our Specialist has not been able to speak with Mrs. ***** Bluegreen wishes to respond in writing. Please consider this written response to the Better Business Bureau as Bluegreens written response to Mrs. **** as well.
  
  *************** second concern is with the communication and response she and Mr. **** received from Bluegreen as they attempted to cancel their timeshare purchase, as Mrs. **** states their previous correspondence was ignored. Bluegreen strives to provide receptive,reliable, and timely communication to our owners. Bluegreens policy is to return owners calls and emails promptly and follow through on owners issues until a satisfactory resolution is reached. Our records show that we received a letter from Mr. and Mrs. **** on July 6, 2022. So that we could assist, one of our Specialists attempted to reach Mr. and Mrs. **** by telephone and email on July 11, 2022 and by telephone on July 12, 2022. Bluegreen regrets that we were not able to reach the Yorks at that time, but we are pleased to have this opportunity to assist via their Better Business Bureau correspondence.
  
  *************** final concern is that she and Mr. **** are requesting to cancel their contract. 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 **************** signed to make their timeshare purchase. Mr. and Mrs. **** 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 Mrs. **** had doubts about the Bluegreen product or its suitability for their personal vacation needs, they could have promptly reviewed their contract documents during the rescission period and followed the instructions to cancel, if desired. Our Specialist would be happy to discuss this rescission period with Mrs. **** and explain that this is the only time the contract provides for Bluegreen to cancel a purchase.Unfortunately, Bluegreen did not receive a request to cancel from Mr. and Mrs. **** during the rescission period.
  
  Bluegreens ************* ********************** team has reviewed Mr. and *************** ownership closely. After doing so, Bluegreen finds that Mr. and Mrs. **** remain responsible under the terms of the purchase agreements and promissory notes they executed in connection with their timeshare purchases. Bluegreen will not provide the cancellation and refund requested by Mr. and ************************** have any further questions or concerns, she has the direct contact information of our ***************************************************************************** **** Services
  Bluegreen Vacations Corporation
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18561674
  
  I am rejecting this response because:

  Yes, we purchased our first timeshare on December 21, 2018 and completed an upgrade by purchasing additional points on February 15, 2019. What Bluegreen fails to tell you is that the only reason we upgraded and had to upgrade was because we could not use our first purchase. They did not sell us enough points to be able to use it in the way we had told them we would need. They only sold us ***** points but it didnt matter. They knew that when they sold us these ***** points that they would not be enough so we would have to come back and purchase additional points. Its a scam and its bait and switch. Bluegreen does not desire to provide each owner with education, resolution, and ongoing service. If they did, we would not be in this situation in the first place. They didnt educate us during the sales presentations, they lied to us. They didnt resolve anything for us, they just told us we needed to give them more money. They have not provided us with ongoing service as we had to reach out to them multiple times last year just to get them to respond to our complaints. We have no interest in speaking with their customer care ********************** specialist. Everyone that works for Bluegreen are all the same. All this person is going to tell us is that Bluegreen did nothing wrong and that we cant get out of our timeshare. Were not interested in wasting our time or allowing Bluegreen to belittle us any more. We can communicate just as well over email as we can over the phone. Bluegreen is just simply unwilling to put in the time and effort to do this (this must be a part of their ongoing service). We are infuriated writing this response as Bluegreen continues to lie and make their side of things look better. They say they strive to provide receptive, reliable, and timely communication to their owners. They stated that they received a letter from us on July 6th, but once again they failed to mention that we submitted an online complaint on their website on May 5th and after we heard nothing from them we THEN sent the letter. We gave them an entire month to respond and they didnt. This is not the timely communication they say they provide. We need them to acknowledge the fact that they did not respond to our online complaint. We also sent an email to their ******************************* address around September 13th which we have proof of and they never responded to this email either. This company lied to us during our sales presentations and they are still continuing to lie. Bluegreen sold us something that we could not use as they knew we would have to come back and make an additional purchase. This is a disgusting business model and we put this information on every public review site. This company is a scam and we want out. This is unacceptable. ***** and **************************
  
  Sincerely,
  
  Mandi York

  Business Response

  Date: 02/09/2023

  February 9, 2023
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18561674
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 12, 2022 regarding the consumer correspondence of Mrs.*******************, and *************** rebuttal correspondence received on February 3, 2023. Thank you for reaching out to us on her behalf to apprise us of her continuing inquiry.
  
  Upon receipt of your correspondence advising of *************** rebuttal, our ************* ********************** Specialist reached out to Mrs. **** by telephone and email on February 7, 2023, leaving messages that we are trying to speak with her regarding her rebuttal correspondence. Our Specialist reached out to Mrs. **** again on February 8,2023, again leaving a voice message and email message that we are trying to reach her and providing direct contact information. Although we have been unable to speak with Mrs. **** directly, Bluegreen wishes to respond to ************** rebuttal through the Better Business Bureau.
  
  *************** rebuttal correspondence further 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 December 20, 2022, on all subjects therein. Bluegreen would also like to respond to the additional concerns in *************** rebuttal correspondence.
  
  *************** first new concern is that she feels they were originally sold too few Points for their travel needs so that they would need to upgrade. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As Mr. and Mrs. **** initialed in Section 3 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The ***** Biennial Points Mr. and Mrs. **** originally purchased would have covered fewer nights at some properties based on these factors, but at other resorts a full weeks stay can be reserved for ***** Points or fewer. **************** also received for their review a Points Guide advising the number of Points needed for each accommodation. The Points Guide provides helpful information for owners to plan vacations with full knowledge of the times of year and types of accommodations their ownership allows at Bluegreens varied resort properties. For example, during the Blue Season in parts of December,January, and February, a one-bedroom suite vacation villa that sleeps four people at our Harbour Lights resort in ************, ************** is available for an entire week for just ***** Points. At Harbour Lights, a hotel-style villa is only ***** Points weekly for much of January, February,March, November, and December. Our ********************************************* resort in ************,******** offers one-week vacations for as few as ***** Points per week during the Blue Season in January and February, or up to ***** Points in the White and Red Seasons during March, April, October, November, and December.
  
  Furthermore, Bluegreen would remind Mr. and Mrs. **** 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 Mrs. **** are always welcome to attend a presentation should they wish to learn more about their ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation. Our owner update presentations are designed to answer questions,provide information, and present offers for enhancing Vacation **** ownership.Owner update presentations impart a great deal of information about how to use the ownership, including information about how Vacation **** usage may be enhanced by purchasing additional Vacation **** Points. Mr. and Mrs. **** 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 upgrade. Each owner has varying reasons for purchasing additional Points.Naturally, additional Points afford an expanded ownership with more Points available to reserve vacations and alternatives for travel across Bluegreens resorts and through our partnerships. The most common reasons owners decide to purchase additional Points are to receive additional benefits, travel more often, and enjoy larger accommodations when vacationing. Bluegreen agrees that all of these are great reasons to purchase additional Points.
  
  *************** second concern is regarding representations she states were made during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details in the contract documents. The Owner Confirmation Interview in Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provided a space for **************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and Mrs. **** completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Terms and Conditions of the Owner Beneficiary Agreement in Section 24 provide that Mr. and Mrs. ****,as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.
  
  *************** final concern is regarding specific instances of correspondence that were not responded to by Bluegreen. Our records do show that electronic correspondence was received from Mr. and Mrs. **** on May 3, 2022 and September 14, 2022. Bluegreen would advise that, 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 ** web page to notify owners that emails are not being answered at this time. This information was also provided by automatic email reply on May 3, 2022. Additionally, these messages were not linked to Mr. and *************** account due to the email address provided on the correspondence not matching the email address on file for their account.We sincerely regret any inconvenience this has caused, but Bluegreen is pleased once again to have this opportunity to assist Mr. and Mrs. **** via the Better Business Bureau correspondence.
  
  Bluegreen desires to be responsive to *************** concerns and resolve this matter. However, Bluegreen remains firm that we will not cancel and release Mr. and Mrs. **** from further financial obligation. Should Mrs.**** have any further questions or concerns, she has the direct contact information for our Specialist.
  
  ********************************************************** **** Services
  Bluegreen Vacations Corporation
  

• Initial Complaint

  Date:12/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I vacationed at Harbour Lights in ************ 11/25 - 12/2. Checked in and my room was unhabitable. Hair on the bed, lint and a sock left in the laundry room, hanging smoke detector, stained sheets, mildewy shower, dusty headboards and mouse droppings in the chair. I called the desk and described the room condition then went to the desk and showed her the pictures. I said I will not be staying in that room. She said they didn't have any more and housekeeping left for the day. It was 5:00. I mentioned BBB and she located another room. I asked for the ** or card of some in authority. She said they wasn't one and she didn't have any information. Six days until I got the name and email address for the ** 11/30. He reached out via phone - we spoke - he apologized, I provided pictures and he followed up with an email offering another stay of 3 to 4 nights. The next day 12/1, I was at the pool and get a call from the front desk. They were telling me I was late for check out. I said my check out day is 12/2. She stated that she sees in the system check out is 12/1. I get up jump in my sweats over my wet swimsuit and head to the desk. Show my confirmation to her and another manager. My question was how do you know I've not checked out - did housekeeping enter my room?? Back and forth we go. They then make me a new set of keys. This was a nightmare Two hours to get settled at during check in and then being checked out a day before your departure date. How unsettling. Mouse droppings? Stained sheets? My stay was 8 days and 7 nights. A refund or comparable stay at a different location would be more in line. I don't want to stay at that property in ************. I'm sure those were OSHA violations.

  Business Response

  Date: 12/16/2022

  December 16, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE:Consumer File No. 18542367
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 8, 2022, regarding the consumer correspondence of **************************************Thank you for reaching out to us on her behalf to apprise us of her inquiry.
  
  Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.
  
  Bluegreens records indicate that ************************************* visited Bluegreens Harbour Lights Resort in ************, **************, for an eight-day, seven-night exchange stay booked through *********************** from November 25, 2022 to December 2, 2022, in a two-bedroom, two-bath accommodation.
  
  Upon receipt of your correspondence advising of Ms. ******** concerns, and in accordance with Bluegreens desire to provide each guest with education,resolution, and ongoing service, our ************* ********************** Specialist forwarded Ms. ******** concerns to our Customer Experience team. Our Customer Experience Specialist reached out to the General Manager of the resort on December 8, 2022, to request additional information about Ms. ******** resort experience. Our General Manager advised that he spoke with ****************** on November 30, 2022, addressing her concerns,apologizing for her experience, and offering a complimentary return stay for three to four nights at the resort. He advised she accepted this offer. Our General Manager followed up with ****************** by email on December 8, 2022, to apologize for the confusion she later experienced on December 1, 2022, when receiving an alert that she was late for check out, although it was one day prior to her confirmed check out date. ****************** replied by email on December 11, 2022,advising her stay was very unfavorable and that she expects to receive a comparable stay at another resort or her full exchange fee refunded. Our General Manager responded to ****************** by email on December 15, 2022,advising that he is unable to provide a stay at another resort or the full exchange fee refund. He advised that the resort is undergoing renovations and that he would personally oversee her stay to come back to visit. ****************** replied the same day requesting contact information for the corporate office to further escalate her concerns. Our General Manager reached out to the corporate offices **** Services Manager on December 15, 2022, to further escalate the details of Ms. ******** experience and request. Bluegreen is pleased to provide ****************** a certificate for a complimentary eight-day, seven-night stay at any Bluegreen resort for up to a two-bedroom accommodation. Our General Manager reached out to ****************** by email on December 16, 2022, attaching the certificate for her complimentary stay. In addition to communicating with ****************** directly by email, Bluegreen wishes to respond to Ms. ******** concerns through the Better Business Bureau as well.
  
  Ms. ******** first concern involves her experience with the two-bedroom resort accommodations not meeting her expectations and with receiving an alert to check out before her confirmed check out date. Bluegreen aims to provide beautiful vacations and exemplary customer service for our guests. Our ********************** staff and contact center agents are pleased to assist with any challenges our guests experience with reservations or accommodations. ****************** states she spoke with the front desk at the resort about housekeeping issues, and was told that housekeeping was already gone for the day, so she requested to be moved to another unit. She was initially advised they were sold out, but was eventually provided another unit. ***************** said on December 1, 2022, she was interrupted while enjoying the pool and advised that she was late for her check out. ****************** advised that her confirmation showed her check out date as the following day on December 2,2022. She stated she had to provide her confirmation to the front desk and they had to reissue room keys. Although the issue was corrected the same day, Bluegreen sincerely regrets the inconvenience to ****************** and apologizes for the interruption to her stay. It was determined that this issue was caused by a system error. The resort was able to extend Ms. ******** stay for the originally confirmed check out date of December 2, 2022.
  
  Ms. ******** additional concern is with Bluegreens customer service at the ********************** as she tried to get her concerns resolved. ****************** states that she requested contact information for the manager and the front desk advised they did not know the information. Bluegreen strives to provide receptive, reliable, and speedy communication and service for our guests. Bluegreen regrets that ****************** was not immediately informed of the management contact information she requested. Again, our records indicate that our General Manager spoke with ****************** directly on November 30, 2022, addressing her concerns and apologizing for her experience. Bluegreen wishes to advise that our resort associates and call center agents routinely provide helpful information, supportive suggestions, and outstanding service for our guests.
  
  Bluegreen appreciates ****************** for bringing her concerns to our attention through the Better Business Bureau allowing us to quickly provide a resolution that we hope will be satisfactory for her. Should ****************** have further questions or concerns, we invite her to contact our General Manager directly. When ****************** decides to book her complimentary stay, she can reach out directly to the toll-free telephone number listed on her certificate.
  
  Sincerely,
  
  ***************************
  ******** **** Services
  Bluegreen Vacations Corporation
  
  

  Customer Answer

  Date: 12/20/2022

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

• Initial Complaint

  Date:12/07/2022

  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 options for vacationing using Bluegreen are limited and their accommodations were terrible and slim. Our car was broken into while we were at the owners meeting. They would not let us leave to go speak with the police. Thats how much pressure was put on us to purchase. I was shocked. The maintenance fees keep rising which I was not aware of and I'm on a fixed income. Bluegreen is bleeding me dry. I can't afford to keep making payments on something I can't use. I've undergone brain surgery and had a heart attack. I need to get rid of this timeshare so that I may spend the remaining time with my family without stress but they won't budge. I've tried calling several times but I never get through and my letter hasn't received a response. I have been attempting to speak with someone at Bluegreen for months about terminating my contract. I don't like their point system and I think there are better ways to travel than by using their services. ************************* Contract# ******

  Business Response

  Date: 12/13/2022

  December 13, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18541164
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 8, 2022, regarding the consumer correspondence of Ms. ************************** Thank you for reaching out to us on her behalf to apprise us of her inquiry.
  
  Bluegreen is committed to providing excellence in customer service and 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 Ms. ************************* purchased a timeshare interest with the Bluegreen on February 19, 2014. ************** then increased her Points ownership through an equity trade on February 22,2016. Ms. ****** timeshare interest confers ownership of ***** Annual Vacation **** Points.
  
  Upon receipt of your correspondence advising of Ms.****** concerns, Bluegreens ************* ********************** Specialist spoke with ************** by telephone on December 8, 2022, listening to her concerns, offering personalized assistance and a potential resolution. ************** thanked our Specialist for the call and advised she would consider her options. Our Specialist also sent an email to **************, providing a recap of their conversation and requirements to begin the release process. ************** responded via email expressing her dissatisfaction and requesting alternative means for a resolution. Our Specialist spoke with ************** again by telephone on December 9, 2022,elaborating on the release process further and following up with an email recap of their conversation. In addition to speaking with ************* directly, Bluegreen wishes to respond to ************** through the Better Business Bureau as well.
  
  Ms. ****** first concern is regarding the ability to book vacations with her ownership. ************* was advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. ***** Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. ************** initialed beside Section 1, indicating she understood that vacations would be based upon availability at the time of confirming a reservation. Our records show that ************** has booked ten vacations at various Bluegreen resorts, with her ownership since 2014. ************** has additional vacation options outside of Bluegreen resorts such as resort exchanges through Resort ************************* (RCI), hotel stays with our ************************** and through her Traveler Plus benefit. If ************** wants additional information about reserving vacations, we invite her to call our customer service contact center. Our contact center is open six days a week to assist ************** in getting the most out of her Bluegreen ownership.Bluegreen contact center agents do not have restrictions on their talk times,so an agent could stay on the telephone with ************** for as long as needed to provide guidance, answer questions, and book reservations.
  
  Ms. ****** second concern involves experiences with resort villas that did not meet her 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 ************** to another resort villa accommodation if one was available. We encourage ************** to call our customer service contact center about her ********************** service experiences, as our customer service agents can review Ms. ****** situation and assist with her concerns appropriately.
  
  ************** thirdly mentions the poor customer service at the presentation and the pressure she experienced during a personal emergency. Bluegreen strives to provide receptive, reliable, and speedy communication and service for our owners. Bluegreen regrets that ************** feels she did not receive our characteristic high-quality customer service and communication during the sales presentation. Bluegreen agents routinely provide helpful information,supportive suggestions, and outstanding service for our owners.  Bluegreen would advise that ************** was under no obligation to purchase or remain at our sales location. If she was uncomfortable with the product, service, financing terms at the time of purchase or if she needed to leave, ************** could have departed the sales site without signing any documentation or completing a purchase.
  
  Ms. ****** next concern is regarding the maintenance fees for her 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. ************* initialed next to Section 8, indicating her 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. Nevertheless, ************** initialed next to Section 8 of the ***** Confirmation Interview, indicating she took into account the maintenance fees and **** Dues when making her decision to purchase. She also initialed consenting to Section 12 of the ***** Confirmation Interview, confirming she could afford to make all payments connected with the timeshare and that it would not pose an undue financial burden for her family.
  
  ************** also mentions concern that she is unable to use her ownership due to health conditions affecting her ability to travel. Bluegreen empathizes with the unfortunate circumstances of Ms. ****** health issues that have come about since her timeshare purchase with Bluegreen. We understand that ************** is unable to travel in her current health condition. Generally,illness and health concerns are not a sufficient basis for cancellation of a Bluegreen contract, as Bluegreen is of the opinion that the owners other family members, friends, and personal contacts remain able to utilize the ownership even as one of the primary owners travel is affected. Still,Bluegreen appreciates ************** for sharing the health challenges affecting ************* and sends wishes for good health and recovery to ********************************************** continues stating that she did not receive Bluegreens communication and responsiveness in resolving the issue she has experienced. Bluegreen strives to provide rapid and reliable communication for our owners. Bluegreens policy is to return owners communications promptly and follow through on owners issues until a satisfactory resolution is reached. Bluegreen received Ms.****** ****** on April 4, 2022. In response to the ******, our ***** Services team contacted ************** by telephone and email on April 14 and April 27, 2022.Bluegreen also received and additional ****** from ************** on June 17, 2022,and our ************* ********************** team reached out to ************** on June 24, and June 28, 2022. Unfortunately, we were unable to discuss Ms. ****** ownership then.At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners. Once again, Bluegreen is pleased to respond to ************** through the Better Business Bureau.
  
  Ms. ****** final concern is with the Points system to book vacations and states there are better ways to travel. As ************** initialed in Section 3 of the ***** 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. For example, during the Blue Season in parts of December, January, and February, a one-bedroom suite vacation villa that sleeps four people at our Harbour Lights resort in ************, ************** is available for an entire week for just ***** Points. While Bluegreen offers discounted rates to travel around the globe through our resorts, Traveler Plus, and RCI, it is possible that our rates may not be the least expensive way to visit a specific location. However,Bluegreen believes our rates remain very affordable for the caliber of accommodations and amenities we provide.
  
  Bluegreens ************* ********************** team has reviewed Ms. ****** ownership closely. After reviewing Ms. ****** ownership,Bluegreen finds that ************** remains bound to the terms of the purchase agreement and promissory note she executed for her timeshare purchase.Bluegreen will not provide the cancellation and refund requested for ************************** ****** contract for her February 22, 2016 timeshare purchase has been paid in full. Bluegreens Specialist has offered possible resolutions and relief for this contract. Should ************** have any further questions or concerns, she has the contact information for our Specialist.
  
  ********************************************************** **** Services
  Bluegreen Vacations Corporation
  

• Initial Complaint

  Date:12/06/2022

  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.

  Contract Date: 3/5/2022 Contract: ******* So here is the problem Im having with Bluegreen. I tried to cancel my timeshare purchase within the rescission period but Im afraid the letter didnt make it in time. Due to my job, I am facing financial hardship on top of putting my little sister through college. When they did not want to work with me I felt it best to cancel because I cant afford to travel right now anyway. I wrote another letter and sent it to Bluegreen only for them to call me saying they were not going to let me out of my contract after sending me to the *************************** for review. I want to escape the mess they have me locked in. I am drowning in debt and need some type of mutual understanding with Bluegreen. They have proven to be unwilling to listen to why we need to cancel. I simply cant afford it! How can they get away with doing business like this?Married ******* and *************************

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18530058
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 6, 2022, regarding the consumer correspondence of Ms. ********************** Thank you for reaching out to us on her behalf to apprise us of her inquiry.
  
  Bluegreen is committed to providing excellence in customer service and 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 Ms. ****** ******* ******* (contract name) and ***************************** purchased a timeshare interest with the Bluegreen Vacation Club on March 5, 2022. ****************** and Ms. ****** 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, our ************* ********************** Specialist spoke with ****************** by telephone on December 6,2022, listening to her concerns, expressing empathy for her situation,offering personalized assistance with their ownership, and advising of their account status. ****************** declined assistance with their ownership. In addition to speaking with ****************** directly, Bluegreen wishes to respond to ***************** concerns through the Better Business Bureau as well.
  
  Ms. ************ concern is regarding the cancellation policy for the timeshare purchase contract. She states that she tried to cancel their purchase within the rescission period,but it did not arrive in time. The statutory rescission period for the timeshare purchase contract provides the cancellation policy. The rescission period is stated on the signature page of the Owner Beneficiary Agreement in bold text and capital letters immediately above the signature line where ****************** and ************** signed to make their timeshare purchase. Bluegreen would advise that ****************** and ************** had a physical copy of the Owner Beneficiary Agreement in their possession when they left the sales presentation and purchase meeting. ***************** and ************** had an opportunity to read through these materials right away after purchasing or later at their leisure. ****************** and ************* also had an additional form available in their contract documents that clearly provides the rescission period and instructions for how to cancel. ***************** and ************** executed their contract on March 5, 2022, and the statutory rescission period was until midnight of the fifth calendar day following the date of execution. Bluegreens records indicate the postmark on the envelope of the cancellation form mailed by ****************** and ************** was dated March 14, 2022, which was past the rescission period that ended on March 10,2022. Our Specialist discussed this rescission period with ****************** to clarify that this is the period during which Bluegreen cancels a contract, and unfortunately Bluegreen did not receive their request to cancel during the rescission period.
  
  ****************** second concern is regarding affording their timeshare ownership. Bluegreen understands that ****************** circumstances *** have changed since their timeshare purchase. However, Bluegreen would advise ****************** and ************** that the purchase terms for their timeshare purchase were disclosed at the time of purchase. The first page of ****************** and Ms. ****** Bluegreen *************** Summary & Owner Confirmation Interview advises the purchase price,financing terms, annual maintenance fee, and annual **** Dues for the contract.If they were uncomfortable with the terms, ***************** and ************** could have departed the sales presentation without signing any documentation or completing a purchase. Moreover,****************** and ************** initialed on Page 1 where it states that they could afford to make all payments associated with their purchase and agreed to the Purchase Terms.
  
  ***************** final concern is with Bluegreens communication and responsiveness as she has attempted to cancel their ownership. 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 our telephone contact center,Responsible Exit team, and our ************* ********************** team. In each of these interactions, our representatives listened to ****************** concerns and offered assistance with their ownership. Bluegreen denies that we have been unwilling to listen to ****************** concerns. Although we cannot provide Ms. **************** resolution of the cancellation, we have thoroughly reviewed the issues she has raised and provided all potential resolutions available.
  
  Bluegreens ************* ********************** team has reviewed ****************** and Ms. ****** ownership closely, since receiving ****************** Better Business Bureau correspondence. After reviewing ****************** and Ms. ****** ownership,Bluegreen finds that ****************** and ************** remain bound to the terms of the purchase agreement and promissory note they executed for their timeshare purchase. Bluegreen will not provide the cancellation and release from further financial obligation requested for ****************** and **************. At this writing, ****************** and Ms. ****** mortgage loan in connection with their timeshare purchase on March 5, 2022, is currently 96 days past due. Bluegreens ******************* has called, emailed, and sent letters to ****************** and ************** to advise them of the delinquency and provide an opportunity to bring their loan current. Should ****************** and ************** elect not to continue mortgage payments, their loan *** charge off due to nonpayment of mortgage. Should ****************** have any further questions or concerns, we invite her to reach out to our Specialist at the direct contact information provided.
  
  ********************************************************** **** Services
  Bluegreen Vacations Corporation
  

• Initial Complaint

  Date:12/05/2022

  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.

  The point of sales person I dealt with in this transaction flat out lied to me on specific questions I ask in regards to their product/service I have not been able to use this product yet but still have been charged for it. I was lied to and told I was being giving a special pricing deal as another customer was selling their share and that's why I could get a discount. At which point I asked; "so I can sell this back to you at a later date like they did if my situation changes" to which he promised me I could. Now that my situation (divorce) has changed and I wanted to do so they say I can not do this, just give me a run around and say I can contact a 3rd party and pay half the value of this product to list it and hopefully sell it.

  Business Response

  Date: 12/13/2022

  December 13, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18528318
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 6, 2022 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 that owners and guests can focus on enjoyable and memorable vacations.
  
  Bluegreens records indicate that ***************************** purchased a timeshare interest with the Bluegreen Vacation Club on October 20, 2019. Mr. ******** timeshare interest confers ownership of ****** Biennial Vacation **** Points.
  
  Upon receipt of your correspondence advising of Mr. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist spoke with ****************** by telephone on December 6, 2022, listening to his concerns, reviewing his contract information and offering additional Points for use due to the inconvenience ****************** has experience. ****************** accepted our Specialists offer. Our Specialist also sent ****************** a recap of their conversation via email, providing resale information and advising that ***** additional Points have been placed on his account. In addition to speaking with ****************** directly, Bluegreen wishes to respond to Mr. ******** concerns through the Better Business Bureau.
  
  Mr. ******** first concern is regarding representations he states were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 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 ***************** to write any promises or commitments that were important to his purchase decision that are not otherwise covered in writing. ****************** by writing None, indicated no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that ******************, as a purchaser, should not rely on any oral or written representations that are not set forth in the contract documents.
  
  Mr. ******** second concern is that he has not used his ownership but continues to pay for it. Bluegreen firmly believes that traveling on his first vacation with Bluegreen is exactly the experience ****************** needs to remind him why he purchased a vacation ownership. We would advise ****************** that our customer service contact center is available and eager to assist. Our contact center is open six days a week to help ****************** get the most from his Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the phone with ****************** for as long as needed to answer his questions and reserve vacations. Bluegreen also wishes to remind ****************** that, as an owner, he remains responsible for the annual maintenance fees and Vacation **** Dues. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.
  
  Mr. ******** third concern arises from the Bluegreen sales presentation he attended.****************** advises he was given a special offer. However, we would remind ***************** that Bluegreens sales proposals can vary, and the offers presented to him were only good for that date. Still, ****************** was not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if he felt the Bluegreen product did not suit his vacation needs.
  
  Mr. ******** final concern relates to resale of his ownership. ****************** states he was told he could resell his ownership back to Bluegreen. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product.Owner Confirmation Interview Section 14 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent, Pinnacle Vacations. This third-party resale agent can advise owners regarding resale information, but Bluegreen is not party to that conversation.
  
  Bluegreens ************* ********************** team has reviewed Mr. ******** ownership closely. After reviewing Mr. ******** ownership, Bluegreen finds that ****************** remains bound to the terms of the purchase agreement and promissory note he executed for his timeshare purchase. Bluegreen will not provide the cancellation and refund requested for ******************. During the telephone call on December 6, 2022, our Specialist offered ****************** several possible resolutions. Our Specialist placed additional Points for vacation use, provided the option to reinstate his 2019 Points when he is ready to book his next vacation and referred ****************** to Pinnacle Vacations for possible resale. Should ****************** have any further questions or concerns, he has the direct contact information of our ***************************************************************************** **** Services
  Bluegreen Vacations Corporation
  

• Initial Complaint

  Date:12/01/2022

  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.

  During our 4hr presentation, (which was only supposed to last 1hr) we were told by both of the sales representatives we spoke to, that this would be a great investment opportunity for our family and something that we could gift to our children. They offered us ******** points that could be rolled over and accumulated for bigger trips, but this great deal would only be available today and today only. In the 4yrs that we have owned this timeshare, we have only used our points once(yet we continued to pay). What we ended up getting was a discount stay in a hotel and not the grand stay at a resort or condo that we were promised. This was during our honeymoon and at check-in and check-out we were harassed to attend an update meeting. I had already declined but we were told that it was mandatory and it turned out to be the most stressful meeting we have ever been to. Everyone we talked to kept pushing us to purchase more and it ended up with me crying and us walking out. This was our honeymoon! A vacation, let alone a honeymoon should not be stressful! It should be a time of relaxation and enjoyment and it was not. This is nothing like we what we bought into, at least what we thought we were buying into from the presentations. For what we have already paid into this plan we could have stayed in a really nice place without the pressure. A discounted hotel was no savings as we have paid way more than we could have gotten the hotel for directly. We have tried to make this timeshare work, even with how we were treated but our points would never fully roll over or we never had enough for where we wanted to go. 1st, I would like to ask, are we the only ones that have written to you about this company? I would think we are not and would ask that you take a close look at this company and what they do to sell timeshares. And 2nd is there anything you can do to help us get out of this scam we were manipulated into paying for? We appreciate any help you can give. Contract #******.

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18489628
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 2, 2022, regarding the consumer correspondence of **********************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.
  
  Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.
  
  Bluegreens records indicate that *********************************** and ********************************* (contract name) purchased a timeshare interest with the Bluegreen Vacation Club on March 28, 2019. Mr. and Mrs. ********* timeshare interest confers ownership of ****** Biennial Vacation **** Points.
  
  Upon receipt of your correspondence advising of Mrs. ********* concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out by telephone and email on December 5,December 6, and December 8, 2022, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Unfortunately, we have not received a response. Although we have been unable to speak with ********************* directly,Bluegreen wishes to respond to Mrs. ********* concerns through the Better Business Bureau.
  
  Mrs. ********* first concern is regarding the length of the sales presentation and the limited-time offer to purchase. ********************* states the presentation lasted four 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 presentation, the time can be lengthy. Moreover, the sales presentation time estimate covers the time for the initial presentation only. This estimate does not include the additional time spent to answer follow-up questions, tour the property, find the Points ownership best suited to a prospective or  current owner, or complete the paperwork for a purchase. ********************* states she and ******************** were told the offer was only available that day. However, we would remind Mr. and ********************* that Bluegreens sales proposals can vary and the offers presented to them were only good for that date. 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.
  
  Mrs. ********* second concern involves Bluegreen as a financial investment. Bluegreen believes we sell a valuable vacation product. Still, the timeshare interest Mr. and ********************* purchased is for their familys personal use and is not intended as an investment or to earn a return on an investment. Owner Confirmation Interview Section 14 provides that the ownership purchase is made neither as a financial investment nor with an expectation of a financial return on an investment. Mr. and ********************* initialed beside Section ************************************************************************** addition, Owner Beneficiary Agreement Section 5:Purchasers Acknowledgments disclaims the investment potential of the ownership and affirms that the purchase is for personal use.
  
  Mrs. ********* third concern is about gifting their ownership to their children. Mr. and ********************* purchased a timeshare interest backed by a deeded piece of real property held in trust by Bluegreen. Their Certificate of Beneficial Ownership is proof of their ownership and Owner Beneficiary Rights. Their Owner Beneficiary Rights *** be transferred to their children or any other individual so long as there is no outstanding balance on the ownership at the time of transfer. Once the loan is satisfied, the owner, whether Mr. and ********************* or their heir, can use the Points to vacation while only being responsible for the annual maintenance fees and Vacation **** Dues. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due. These payment options would be available to Mr. and Mrs. ********* children if they eventually become owners.
  
  Mrs. ********* next concern involves experiences with resort villas that did not meet her expectations for resort accommodations. ********************* states their two-bedroom, two-bath resort accommodation was a discounted hotel stay. 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 owners and guests to call our customer service contact center about their resort service experiences, as our customer service agents can review their situation and assist with their concerns appropriately.
  
  ********************* is also concerned regarding attending an owner update presentation. ********************* states they felt pressure to attend an owner update presentation when traveling on their first Points stay and 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 using their Points 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.Owner update presentations 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. Mr. and ********************* do not need to consider information presented about purchasing additional Points if they were not interested in expanding their ownership.
  
  Additionally,********************* is concerned about their Vacation **** Points fully rolling over. Mr. and ********************* earn their Points every other year. They can use all their Points in the first year. Alternatively, they can use 50% of their Points in the second year for bookings in any travel season. At the end of the first year of use, any Points over 50% remaining *** be saved and rolled over for another year of use through paying an administrative fee online or by telephone with the contact center. Once Mr. and Mrs. ********* Points are rolled over, they *** be used for an additional year to travel in the Red, White, or Blue travel seasons. This information is provided in the Owner Confirmation Interview at Section 2. Also, Section 2 provides the administrative fees associated with saving Points. Mr. and ********************* initialed beside Section 2, indicating their understanding of Saved Points and the associated costs.
  
  Mrs.********* next concern is that she states they have only used their Points once because she feels they never had enough Points to go where they wanted and it is cheaper to travel another way. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As Mr. and ********************* initialed in Section 3 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The Points 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. Bluegreen offers discounted rates to travel across the country and around the globe through our resorts, Resort ************************** (RCI), and ************** It is possible our rates *** not always be the least expensive way to visit a specific location. However, Bluegreen believes our rates remain very competitive for the caliber of accommodations and amenities we provide. 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.
  
  Mrs. ********* final concern is regarding representations she states were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 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.
  
  Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********* ownership closely, since receiving Mrs. ********* Better Business Bureau correspondence. After reviewing Mr. and Mrs. ********* 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 release from further financial obligation requested for Mr. and *********************. At this writing, Mr. and Mrs. ********* ******** loan in connection with their timeshare purchase on March 28, 2019, is currently 165 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. Mr. and Mrs.********* ******** loan was referred to a collections law firm on October 12,2022. Should Mr. and ********************* elect not to continue ******** payments,their loan *** charge off due to nonpayment of ********. Should ********************* have any further questions or concerns, we invite her to reach out to our Specialist at the direct contact information provided.
  
  ********************************************************** **** Services
  Bluegreen Vacations Corporation
  

• Initial Complaint

  Date:12/01/2022

  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.

  Hello.I'm **********************I'm contacting your firm in an effort to acquire any assistance you might be able to offer regarding the company Bluegreen Vacations.Despite my best efforts to negotiate a release, they have persistently refused to cooperate. Simply put, unless you are paying them, they simply don't care about you as the owner. They don't say anything; they just keep sending notices and automatic drafts for review.It baffles me beyond comprehension, given the size of your corporation and your failure to even come up with a cure. I need to know what steps we can take next.Please respond as soon as you can.

  Business Response

  Date: 12/08/2022

  December 8, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18488882
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on December 1, 2022, regarding the consumer correspondence of **************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.
  
  Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.
  
  Bluegreens records indicate that *************************** and ************************** purchased a Sampler Membership with a one-time allotment of ***** Points on September 6, 2015. Mr. and ***************** later purchased a deeded timeshare interest with the Bluegreen Vacation Club on February 12, 2016. 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, our ************* ********************** Specialist reached out by telephone and email on December 1 and December 2, 2022, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. ***************** replied by email on December 2, 2022, stating she had no desire to discuss her ownership further and to cancel her timeshare ownership now. Our Specialist responded to ***************** by email on December 2,2022, advising that there is no provision to cancel their ownership, clarifying that her ownership is not in the process of being cancelled, and that it is to Bluegreens discretion, if or when, they may decide to terminate Mr. and ****************** ownership due to past due maintenance fees. Our Specialist also advised that there is no timeframe or timeline for when this may occur. ***************** replied again later the same day stating she knows there is way to get out of her ownership. Our Specialist responded by email on December 5, 2022,requesting again the best date and time to speak with ***************** by telephone about her concerns. Our Specialist reached out again by telephone on December 8,2022, resulting in leaving a voice message that we are trying to reach **************** and providing direct contact information. At this writing, we have received no response. In addition to communicating with ***************** directly,Bluegreen wishes to respond to ******************* concern through the Better Business Bureau as well.
  
  ******************* concern is that they did not receive their preferred resolution of the cancellation of their ownership by email. Bluegreen would advise that our ************* ********************** team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. Our ************* ********************** Specialist endeavored to provide helpful assistance for ***************** during their communications and provided resolutions available for Mr. and ******************Bluegreen denies the assertion that we have refused to cooperate. Bluegreen desires to be responsive to Mr. and ******************* concerns and resolve this matter.Bluegreen would advise that ******************* repeated inquiries and emails requesting immediate cancellation require that our Specialists continue to reach out to her by telephone and email.
  
  Bluegreens ************* ********************** team has reviewed Mr. and ******************* ownership closely, since receiving ******************* Better Business Bureau correspondence. After reviewing Mr. and ******************* ownership, Bluegreen finds that Mr. and ***************** remain bound to the terms of the purchase agreement they executed for their timeshare purchase. Bluegreen will not provide the cancellation and release from further financial obligation requested for Mr. and *****************. Should ***************** have any further questions or concerns, and decide to speak by telephone, we invite her to reach out to our Specialist at the direct contact information provided.
  
  ********************************************************** **** Services
  Bluegreen Vacations Corporation
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18488882
  
  I am rejecting this response because: You are never even wiling to provide with ANY sort of option. Are you opposed to helping people in my situation? Here I am breaking my BACK to work with you all into some sort of agreement but no. Do you like the power you hold over innocent people, BLUEGREEN? 

   

  This is not right. I will NOT be held hostage.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want Blue Green Vacation to buy back my timeshare, as I was told they would at the time of purchase, from three different employees, including the manager. I have contacted Blue Green via email ******************* us on the website), phone ******************** service), the chat window on the website, and written mail. One of two things happen, I am ignored, or I am told a supervisor will call me back, which does not happen. I have been trapped in this loop, since a month after this purchase.

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18480382
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 30, 2022, regarding the consumer correspondence of *************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.
  
  Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.
  
  Bluegreens records indicate that Mr. *************************** and ************************* purchased a ********* interest with the Bluegreen Vacation Club on October 3, 2020. **************** and Ms.******* ********* interest confers ownership of ****** Biennial Vacation **** Points.
  
  Upon receipt of your correspondence advising of Ms. ******* concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out by telephone and email on December 1,2022, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. **************** and our Specialist exchanged multiple emails between December 2 and December 8, 2022. Our Specialist advised **************** that we must speak by telephone in order to fully address her concerns. **************** would not set a time to speak by telephone and continued to ask for paperwork for cancellation of their ********* by email. Our Specialist advised there is no provision for cancellation of their ********* outside of the rescission period and provided information regarding our third-party authorized resale agent. *************** continued to email the same concerns from her Better Business Bureau correspondence. Our Specialist advised she understood Ms. ******* concerns and apologized for any misunderstanding. Our Specialist again advised we do not offer a buyback program. ************** replied by email on December 5, 2022, asking if an investigation was done for why she was told Bluegreen would buyback the ********* at any time and that they could stay at any ************ for $60 per night. Our Specialist responded with a detailed email on December 8, 2022, advising that research into their contracts, account notes, as well as the review of the recorded conversation from the time of sale with our ******* Assurance Agent had been completed and no evidence of the information **************** has brought up was found. In addition to communicating with **************** directly, Bluegreen wishes to respond to Ms. ******* concerns through the Better Business Bureau as well.
  
  Ms. ******* first concern relates to buy back of their ownership. **************** states they were told Bluegreen would buy back 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 13(d) provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a ********* interest. In our Specialists email to **************** on December 8, 2022, she advised that during the recorded ***** Confirmation Interview when **************** and **************** were advised of this there were no objections or questions raised. It also states in Section 13(c) the mortgage loan must be paid in full in order to sell or transfer the ownership. 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 *********. While Bluegreen does not repurchase or resell ********* 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. As our Specialist advised **************** by email, **************** and **************** may choose any resale agent or they can resell the ownership themselves. Since *************** and Ms. ******* contract was paid in full at the time of purchase, they have already met the requirement referred to in Section 13(c) and can move forward with the resale or transfer of their ownership.
  
  Ms. ******* second concern is regarding representations she states were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The ***** 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 *************** 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 ***** 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.
  
  Ms. ******* final concern is with Bluegreens communication and responsiveness in resolving their concerns. 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 interactions with our telephone contact center and our ***** Communications chat team. In each of these interactions, our representatives listened to Mr. ******* concerns and offered information and assistance with their ownership. The first interaction with our telephone contact center was on March 22, 2021. **************** requested buyback of their ownership at that time because he stated he wanted to travel without any advance planning. He was advised that Bluegreen does not offer a buyback program and was provided with information regarding our Bonus Time reservations that can be booked 45 days to 2 days in advance and Hot Weeks which can be booked up to 10 days in advance. On May 26, 2021, **************** reached out to our chat team with questions about the cost of ************ reservations. He was advised he would have to reach out directly to ************s for rates and he was provided information about Bluegreens Bonus Time reservations that offer a significantly discounted cash rate for resort stays. Our New ***** team reached out by telephone to **************** and **************** on January 13, 2022, resulting in leaving a voice message. This call was specifically to assist **************** and **************** with booking reservations and to answer any other questions they may have had about their ownership. Unfortunately, we received no response until receiving Ms. ******* recent Better Business Bureau correspondence. Although **************** states she also reached out by email and written mail, Bluegreen has no record of receiving any other communication from **************** and **************** during their ownership. 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.
  
  Bluegreens ************* ********************** team has reviewed **************** and Ms. ******* ownership closely, since receiving Ms. ******* Better Business Bureau correspondence.  After reviewing *************** and Ms. ******* ownership, Bluegreen finds that **************** and *************** remain bound to the terms of the purchase agreement they executed for their ********* purchase. Bluegreen will not provide the cancellation and refund requested for **************** and ****************. As previously mentioned, **************** and Ms. ******* contract was paid in full at the time of purchase. Should **************** have any further questions or concerns,we invite her to reach out to our Specialist at the direct contact information provided.
  
  ********************************************************** **** Services
  Bluegreen Vacations Corporation
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18480382
  
  I am rejecting this response because at the time of purchase three Bluegreen employees including management confirmed that Bluegreen would purchase the timeshare back at the price we paid at anytime, the example used was 10 years from now. I (*********************) have been in continuous communication with Bluegreen since three weeks after the purchase.

  I expect Bluegreen to uphold the words and actions of their employees. 

  At no point during any of my attempts with Bluegreen over this matter have they asked who the employees were, to either investigate or re-train that lied to us. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18480382
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 30, 2022, regarding the consumer correspondence of *************************, and Ms. ******* rebuttal correspondence received on December 14, 2022. Thank you for reaching out to us on her behalf to apprise us of her continuing inquiry.
  
  Upon receipt of your correspondence advising of Ms. ******* rebuttal,our ************* ********************** Specialist honored Ms.******* request to keep communication in writing and reached out by email on December 19, December 20, and December 22, 2022, resulting in messages advising that we wish to speak with her regarding her rebuttal correspondence and providing direct contact information. Unfortunately, we received no response. Although we have been unable to communicate with **************** directly, Bluegreen wishes to respond to Ms. ******* rebuttal through the Better Business Bureau.
  
  **************** does not identify any new issues in her rebuttal to which Bluegreen has not already responded. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated December 9, 2022, on all subjects therein.
  
  Bluegreens ************* ********************** team has again reviewed **************** and Ms. ******* ownership, since receiving Ms. ******* rebuttal correspondence. After review,Bluegreen still finds that **************** and **************** remain bound to the terms of the purchase agreement they executed for their timeshare purchase. Again, Bluegreen will not provide the cancellation and refund requested for **************** and ***************. Bluegreen also reiterates that **************** and Ms. ******* contract was paid in full at the time of purchase. Should *************** have any further questions or concerns, she has the direct contact information for our Specialist.
  
  ********************************************************** **** Services
  Bluegreen Vacations Corporation
  

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18480382
  
  I am rejecting this response because:

  Bluegreen has show no evidance an investigation was done, nor that they cared too. We were blantedly lied to from three memebers of their staff including managment, an agreement with Bluegreen never would have been agreed too, if it wasn't based on lies. I except Bluegreen to honour what was agreed too, which is buying back the timeshare at the price paid. 

  This is the first time, only after I conted BBB, that Bluegreen has ever responded to any of my attempted contacts
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/29/2022

  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.

  1.My main issue with BlueGreen Vacations is that I purchased a membership to utilize BlueGreen properties and not to be pawned off to RCI. I have attempted to use RCI multiple times in the past and was always offered 50% or less for the value of my points. I specifically stated on camera at the Savannah ******** during our introduction that I did not want anything to do with RCI and if RCI was a major portion of my membership that I wanted to leave. I was promised that it was not and that there are plenty of properties within the BlueGreen portfolio for me to get into.2.I asked specifically what the BlueGreen membership ratio was to available BlueGreen properties. The sales person and the manager did not have an answer for me. They stated with my Silver membership that I would not have any trouble getting into BlueGreen properties. Especially with the ability to request reservations 13 months in advance and staying on the wait list for availability if cancelations occurred.3.When I discussed the 13th month wait list I asked a lot of specific questions that all have completely failed to materialize. a.I asked if I would be able to see my position on the wait list. Was told yes, that I would be able to monitor ************** able to judge my chances. Absolutely false representation. The wait list is a corporate secret, selection is conducted in secret and not customer service is provided to offer work arounds for alternate size units or dates.b.I was told that there would be a standby list for cancellations. Again false representation of the system. My request was simply denied and discarded.c.The BlueGreen representatives and management also stated that I would be able to see availability and sizes of spaces on the list or calendar. Again, from my experience completely false representation. Members only have the option to blindly request a reservation without seeing any availability information. Then when denied there is no way to see if something larger or smaller would be available for the same time frame. d.The value of the 13th month wait list for reservations is a complete sham and deals made in secret behind corporate doors.4.It took over five months for BlueGreen to sort out my membership. I had to contact technical support multiple times to fix my registration. Every time that it was supposedly fixed, days later after we determined what we were going to try and do, I attempted to log in to the website and was denied. Messaged that my account was invalid. I lost five months of possible vacation planning because ******** could not get my account registered correctly. Yet BlueGreen was sure on time to charge me for the second half of the maintenance fee.5.When I was at the BlueGreen *************** while being briefed on the BlueGreen system and how it worked, after signing up for my membership I asked to be able to be logged in and test the system to see just how complicated or truthful the representation of the BlueGreen system was. I was denied. I was told that it would take BlueGreen a month to get me loaded into the system. Of course by then my time to resend the decision on my membership would run out. To ensure that I would be totally captive to BlueGreen they took five months to give me access to the website. Then I asked the sales representative to log in and show me how well the system worked, he responded that he could not because he was not a member. I should have cancelled right then. Then the manager comes to the table and states that he is a member. So I said that I wanted to see him log in and make a reservation so that I could see a live up to date demonstration and not a video representation. My point is that I repeatedly asked to see the BlueGreen system in action and was constantly denied for one reason or another. So I was never allowed to see a live demonstration of the member website.

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18479923
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 29, 2022 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 that 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 February 18,2022. Mr. and Mrs. ******** timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Silver membership.
  
  Upon receipt of your correspondence advising of Mr. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist attempted to reach ****************** by telephone and email on December 1, 2022,leaving messages to notify him that we would like to speak with him further to address his Better Business Bureau correspondence. ****************** replied by email on December 1, 2022, further expanding on the concerns contained in his Better Business Bureau correspondence. Our Specialist followed up with ****************** by email on December 5, 2022, offering to schedule an appointment time to discuss his concerns by telephone. Our Specialist then spoke with ****************** on December 8, 2022, listening to his concerns, reviewing the guidelines of his ownership,and offering to research his account to determine any options going forward. In addition to speaking with ****************** directly, Bluegreen wishes to respond to Mr. ******** concerns through the Better Business Bureau as well.
  
  Mr. ******** first concern is that he does not have any interest in traveling with Resort ************************** (RCI). Bluegreen would advise that, per Owner Confirmation Interview Section 6, Mr. and ******************* have access to schedule exchange reservations with RCI as one of their ownership benefits. However,this is an optional part of Mr. and Mrs. ******** ownership, intended to provide expanded destination opportunities outside of the Vacation ****. Mr.and ******************* are not required to travel with RCI in order to use their ownership. Furthermore, Mr. and ******************* received an Ownership Guide at the time of their purchase, listing all properties and destinations within the Bluegreen network, so that they would be aware of offered destinations. Bluegreen also offers the option to exchange through the Direct Exchange Program, which is one component of Mr. and Mrs. ******** Traveler Plus membership. Direct Exchange through Traveler Plus offers Mr. and ******************* resort exchanges for only $49.00 per reservation, because they are Premier Silver owners. These exchange fees are significantly lower than the exchange fees associated with an RCI transaction and *** provide a ***************** option for Mr. and ******************* if they wish to explore destinations outside of Vacation ****.  
  
  Mr. ******** second concern is that he feels that the Bluegreen Vacation Club *** be oversold. Bluegreen firmly denies that our Vacation **** ownerships are oversold. We wish to reassure Mr. and ******************* that Bluegreen cannot legally oversell the Vacation ****. Bluegreen operates under strict legal requirements to sell only the number of Vacation **** Points that represent the percentage interest of timeshare ownerships that have been purchased by Vacation **** owners and deeded into the Vacation **** Trust. Any challenges the Placzeks have experienced with reservation availability are the result of high demand for specific reservations at particular resorts, which *** be reserved at or near capacity very shortly following the opening of the reservation booking window.
  
  Mr. ******** third concern, related to the above, is regarding availability to book vacations with their ownership. Mr. and ******************* were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview, Section 3 describes the booking lead time. It states that reservations for Vacation **** accommodations can be booked from eleven months to two days in advance of the owners travel dates. Section 3 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ******************* initialed beside Section 3,indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if Mr. and ******************* want additional information about reserving vacations, we invite them to call our customer service contact center. 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.
  
  ****************** next states concerns related to the Premier Wait List. As Premier Silver owners, Mr. and ******************* do have access to our Premier Wait List benefit, which allows them to request reservations two months before the reservation booking window opens to the general ownership. While Premier Wait List requests are not guaranteed until confirmed, this benefit would help Mr.and ******************* to maximize Bluegreens availability by requesting vacations in advance. Section 3 of the Owner Confirmation Interview, which Mr. and ******************* initialed at the time of purchase, specifies that Wait List requests are not guaranteed and are subject to availability. Bluegreen would advise the Placzeks that they are able to view the status of pending and completed Wait List requests via their online account, and our Specialist provided detail about this website navigation during her December 8, 2022 telephone call with ******************. While the website does not show an owners place on the Wait List, all Wait List requests are processed based on the order in which the request was placed and are worked accordingly in an automated process. In the event that Mr. and ******************* receive a denial for one of their requests, the booking window would then be open for them to schedule alternative accommodations through the normal booking process.
  
  ****************** also states a concern regarding receiving a six-month billing for maintenance fees despite the delay in being able to access his online account.Bluegreen sincerely regrets any frustration caused by this delay. Although Mr. and Mrs. ******** account was not yet active online, Mr. and ******************* did have the opportunity to call our customer service contact center to research availability and get more information about their timeshare purchase immediately after purchasing their timeshare. However, Bluegreen would clarify that Mr. and ******************* did receive a certificate to waive maintenance fees for the initial six months of their ownership, as long as qualifying criteria are met. The certificate provided at the time of purchase states that the maintenance fee waiver is for six months. Mr. and ******************* met the qualifying criteria, so their first billing statement reflects the six-month waiver of maintenance fees and **** Dues. Therefore, the billing Mr. and ****************** received in August of 2022 was for their second six months of ownership.
  
  Mr. ******** final concern is regarding the rescission period for cancelling his timeshare purchase, as he expresses frustration that the rescission period expired before his account was fully activated. Bluegreen would advise Mr. and ******************* that they were provided the state of Georgias statutorily required rescission period of seven days.During that period, Mr. and ******************* had physical copies of their Owner Beneficiary Agreement and Owner Confirmation Interview in their possession. Mr.and ******************* had every opportunity to read through these materials right away after purchasing or later at their leisure. If Mr. and ******************* had any doubts about the Bluegreen product or its suitability for their personal vacation needs, they could have promptly reviewed the contract documents provided. As stated above, although Mr. and Mrs. ******** account was not yet active online, Mr. and ******************* did have the opportunity to call our customer service contact center during the seven days of their rescission period. Once again, our contact center agents do not have restrictions on their talk times, so an agent could stay on the phone with the Placzeks for as long as needed to provide expert guidance and answer all their questions.
  
  Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ******** ownership closely. After doing so, Bluegreen finds that Mr. and ******************* remain responsible under the terms of the purchase agreement they executed in connection with their timeshare purchase. Bluegreen will not provide the cancellation and refund requested by Mr. and *******************. However, our Specialist is conducting research to determine any options that *** exist for the Placzeks, and she will follow up with Mr. and ******************* to provide them with additional information. Should ****************** have any further questions or concerns in the meantime, he has the direct contact information of our ***************************************************************************** **** Services
  Bluegreen Vacations Corporation
  

• Initial Complaint

  Date:11/29/2022

  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.

  We are reaching out through the BBB in hopes of receiving a response from you. We have been reaching out to Bluegreen with no response from them in writing like we have requested many times, they only call and want to speak verbally as we do not since verbal communication is how we got into this mess and now want out of the timeshare that was misrepresented to us and violated our consumer rights. We purchased this timeshare in 2006, that was 16 years ago. The timeshare is completely paid off, with only maintenance fees. We have stopped paying the maintenance fees as they would increase with no notice to us, they also never end even though the timeshare itself is paid off. During the presentation in 2006 they promised a lot and it was never fulfilled based on this contract. I noticed over time we were getting little value from the timeshare. Even if I had the timeshare for 16 years it would end averaging over $2,000 per year with mortgage and maintenance fees, while being limited in choices with length and number of vacations. My wife and I spend far less than that for more vacation time when we have not used the timeshare. What they stated to us during the presentation in 2006 is not what this timeshare truthfully is. We have contacted them in writing for the termination of the account for 3 years now and have only got the run around consistently. We are hoping this complaint will bring resolution to our demands now.

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18479265
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 29, 2022 regarding the consumer correspondence of Mr. ******************** Thank you for reaching out to us on his behalf to apprise us of his inquiry.
  
  Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so that owners and guests can focus on enjoyable and memorable vacations.
  
  Bluegreens records indicate that Mr. ******************* purchased a timeshare interest with the Bluegreen Vacation Club on November 15, 2006. Mr. ****** timeshare interest confers ownership of ****** Annual Vacation **** Points.
  
  Upon receipt of your correspondence advising of Mr. ****** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist attempted to reach ************** by telephone and email on December 1, 2022,leaving messages to notify him that we would like to speak with him further to address his Better Business Bureau correspondence. Our Specialist then exchanged emails with ************** on December 5 and 8, 2022, providing detailed responses to his questions and concerns.  In addition to this written correspondence with **************, Bluegreen wishes to respond to Mr. ****** concerns through the Better Business Bureau as well.
  
  Mr. ****** first concern is that he has previously requested written communication only from Bluegreen. Accordingly, our ************* ********************** Specialist respected Mr. ****** preference not to communicate verbally. Mr. ****** correspondence states that he has no desire to speak with our Specialist and wants all future contact to be in writing. As a result, our Specialist suspended calls to ************** that we usually find helpful in addressing an owners concerns. Bluegreen maintains that our Specialist can provide the best assistance to ************** on a two-way telephone conversation. Our Specialist would be happy to summarize any telephone conversation in writing via email following the telephone call so that ************* will have written documentation for his records. Although our Specialist has not been able to speak with ************* by telephone, Bluegreen wishes to respond in writing. Please consider this written response to the Better Business Bureau as Bluegreens written response to ************** as well.
  
  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 Owner Confirmation Interview in Section 11 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 11 provided a space for ************** to write any promises or commitments that were important to his purchase decision that are not otherwise covered in writing. ************** left this field blank, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement in Section 24 provides that **************, as a purchaser,should not rely on any oral or written representations that are not set forth in the contract documents.
  
  Mr. ****** third concern is regarding maintenance fee increases. The Owner Beneficiary Agreement in 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 9 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. ************** initialed next to Section 9, indicating his understanding and consent. Bluegreen would remind ************** that maintenance fees for the timeshare ownership can increase or decrease just as expenses for a car or home can fluctuate during the time of ownership.Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including payment plans and prepayments before the maintenance fee bill is due. Mr. ****** Owner Confirmation Interview further specifies in Section 9 that maintenance fees are billed annually one month prior to his Owner Use Year. Mr. ****** annual billing statements provide a breakdown of rates for the current year.
  
  Mr. ****** next concern is regarding availability to book vacations with his ownership. Our records show that ************** has scheduled 10 Points vacations using his ownership between 2008 and 2019, with stays ranging from 2-7 nights. ************** was advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview, Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from eleven months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. ************** initialed beside Section 1, indicating he understood that vacations would be based upon availability at the time of confirming a reservation. Furthermore, if ************** wants additional information about reserving vacations, we invite him to call our customer service contact center. Our contact center is open six days a week to assist ************** in getting the most out of his Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with ************** for as long as needed to provide guidance, answer questions, and book reservations.
  
  Mr. ****** final concern is that he has been requesting to cancel his ownership for three years. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the Owner Beneficiary Agreement for Mr. ****** review. The Owner Beneficiary Agreement states the rescission period on the signature page in bolded text and capital letters immediately above the signature lines where ************* signed to make his timeshare purchase. ************** had a physical copy of the Owner Beneficiary Agreement document in his possession when he left the sales presentation and purchase meeting; therefore, he had an opportunity to read through this document right away after purchasing or later at his leisure.If ************** had doubts about the Bluegreen product or its suitability for his personal vacation needs, he could have promptly reviewed his contract documents during the rescission period and followed the instructions to cancel, if desired. Our Specialist clarified for ************** that there are no provisions to provide a release from his contract in her email correspondence sent on December 8, 2022.  Unfortunately,Bluegreen did not receive a request to cancel from ************** during the rescission period.
  
  Bluegreens ************* ********************** team has reviewed Mr. ****** ownership closely. After doing so, Bluegreen finds that ************** remains responsible under the terms of the purchase agreement he executed in connection with his timeshare purchase. Bluegreen will not provide the cancellation requested by **************. Should ************** have any further questions or concerns, he has the direct contact information of our ***************************************************************************** **** Services
  Bluegreen Vacations Corporation
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18479265
  
  I am rejecting this response because: after emailing with Bluegreen since last week, they have denied and not taken accountability for the lies they sold to us. We have proved them wrong and they still are not admitting to anything, but furthermore are NOT terminating this contract as demanded for their fraudulent misrepresentations. We are not asking for refund, but they can keep the money paid as liquidated damages and terminate the contract as we will not stop but go higher up for this to be terminated. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/20/2022

  December 20, 2022
  
  ***************************
  BBB Services Specialist
  Better Business Bureau Serving Southeast ******* and *************
  ********************************************************************************* 33407
  
  RE: Consumer File No. 18479265
  
  Dear ********************:
  
  This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 29, 2022, regarding the consumer correspondence of Mr. ******************** and Mr. ****** rebuttal correspondence received on December 12, 2022. Thank you for reaching out to us on his behalf to apprise us of his continuing inquiry.
  
  Upon receipt of your correspondence advising of Mr. ****** rebuttal, our ************* ********************** Specialist reached out to ************** by email on December 12, 13, and 15, 2022, notifying him that we are trying to speak with him regarding his rebuttal correspondence. To date, our Specialist has not received a response from **************. Although we have been unable to speak with ************** directly,Bluegreen wishes to respond to Mr. ****** rebuttal through the Better Business Bureau.
  
  Bluegreen desires to be responsive to Mr. ****** concerns and resolve this matter.However, Mr. ****** rebuttal correspondence does not identify any new issues to which Bluegreen has not already responded. Bluegreen reiterates the positions stated in our earlier correspondence to the Better Business Bureau dated December 9, 2022, on all subjects therein.  Bluegreen will not provide the cancellation requested for **************. Should ************** have any further questions or concerns, we invite him to contact our Specialist directly at the contact information provided.
  
  Sincerely,
  
  ***************************
  ******** **** Services
  Bluegreen Vacations Corporation