Business Profile

Travel Club

Bluegreen Vacations Unlimited, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Club.

Complaints

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

Customer Complaints Summary

1,120 total complaints in the last 3 years.
66 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/15/2022
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 have been talking to BG and its employees since I purchased this timeshare in March 2020. I moved to ****** in 8/2020 and my dad passed away from Cancer in 5/2021. I have NOT wanted this timeshare this COVID hit the same month of my purchase. Its been one situation after another. Ive had COVID 3 times and was laid off in October 2021. I remained unemployed for 10 months. I tried paying this as long as I could!! They dont care and whats going on around me and the rest of the world.
Business Response
Date: 11/23/2022
November 23, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18407610

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 15, 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 *********************************** purchased a timeshare interest with the Bluegreen Vacation Club on March 9, 2020. ****************** timeshare interest conferred 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 reached out by telephone on November 15, 2022, resulting in leaving a voice message and providing direct contact information. **************** returned our Specialist call the same day. When speaking with ****************, our Specialist listened to her concerns, advised of her current account status, and shared potential resolutions for her ownership. Our Specialist spoke with *************** again on November 22, 2022, to follow up to see if she had spoken with our ******************* about her account status and if she had additional questions. **************** stated she received a letter about her account status and called the number on the letter and left a message. Our Specialist advised *************** to feel free to reach out if she has other questions. In addition, to speaking with **************** directly, Bluegreen wishes to respond to ****************** concerns through the Better Business Bureau as well.

****************** first concern is regarding affording her timeshare ownership. We offer our sincerest condolences for the loss of ****************** father. Bluegreen also empathizes with the unfortunate circumstances of ****************** health issues during the pandemic that came about after her timeshare purchase with Bluegreen. We understand that ****************** circumstances have changed since her purchase. Generally, illness and health concerns are not a sufficient basis for cancellation of a Bluegreen contract, as Bluegreen is of the opinion that the owners other family members, friends, and personal contacts remain able to utilize the ownership even as the primary owners travel is affected. Still, Bluegreen appreciates **************** for sharing her health challenges and sends wishes for good health and recovery. Bluegreen would advise **************** that the purchase terms for her timeshare purchase were disclosed at the time of purchase. The second page of ****************** Owner Beneficiary Agreement advises the purchase price and financing terms for the contract. If she was uncomfortable with the financing terms, **************** could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, **************** initialed beside Section 12 of the Owner Confirmation Interview, indicating she could afford to make all payments associated with her purchase, including the maintenance fees, the **** Dues, and the mortgage loan, and that it would not pose an undue financial burden for her.

**************** states that she is willing to pay her maintenance fees if she can be released from her other financial obligations related to her timeshare ownership. Bluegreen would advise that we have previously assisted **************** with a payment plan for her maintenance fees. Her payment plan defaulted June 10, 2021 and her balance was referred to a third- party collection agency August 31, 2021. *************** would need to speak directly with the third-party collection agency regarding her maintenance fees balance and payment. In addition, **************** had spoken with our ******************* regarding her mortgage loan in connection with her timeshare purchase and was previously provided extensions for payment.

Bluegreens ************* ********************** team has reviewed ****************** ownership closely, since receiving her Better Business Bureau correspondence. After reviewing ****************** 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 release from further financial obligation requested for ****************. However, at this writing, Bluegreen would advise that ****************** mortgage loan in connection with her timeshare purchase on March 9, 2020, charged off due to nonpayment on November 14, 2022. Therefore,**************** is no longer a Bluegreen owner. 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: 11/23/2022

Complaint: 18407610

I am rejecting this response because:
They are placing all of the blame of me despite the fact of me being in constant communication with Bluegreen from 2020-2022. Their representative are the ones giving out false, inaccurate, and misleading information. *************************** is the ONLY person from the entire Bluegreen organization who told me that my mortgage did NOT have to be paid in FULL in order to sell. Instead I have spoken with representatives who continue to push the deceptive practices to keep owners like myself locked into this scam!

Sincerely,

*******************************
Business Response
Date: 12/02/2022
December 2, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18407610

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 15, 2022, regarding the consumer correspondence of ***********************************, and ****************** rebuttal correspondence received on November 23, 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 ****************** rebuttal,our ************* ********************** Specialist reached out by telephone and email on November 29 and November 30, 2022, resulting in leaving messages and providing direct contact information. **************** replied by email on November 30, 2022, thanking our Specialist for reaching out, but stating she had been very busy with work. She also advised that she spoke with our ******************* and plans to speak with them again in the future. She stated she was not happy with Bluegreens previous response through the Better Business Bureau and had rejected our response. Our Specialist then returned ****************** call and followed up by email on December 1, 2022, again resulting in leaving messages and being unable to reach ****************. Although we have been unable to speak with **************** directly, Bluegreen wishes to respond to ****************** concerns through the Better Business Bureau as well.

****************** rebuttal correspondence expands on the same concerns stated in her original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated November 23, 2022, on all subjects therein. In addition, Bluegreen would like to respond to the additional concerns in ****************** rebuttal correspondence.

****************** first additional concern is regarding representations she states were made at the sales presentation and by Bluegreen associates.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 14 states that associates are not authorized to make oral representations, promises, or offers that modify the contract documents.Section 14 provides a space for **************** to write any promises or commitments that were important to her purchase decision that are not otherwise covered in writing. **************** completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that ****************, as the purchaser,should not rely on any oral or written representations that are not set forth in the contract documents.

****************** next additional concern relates to the resale of her ownership. **************** states she was told she could resell her ownership only if her mortgage loan was paid in full. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. Owner Confirmation Interview Section 13(d) provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. 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, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation.

Bluegreens ************* ********************** team has again reviewed ****************** ownership closely, since receiving her rebuttal correspondence. Bluegreen still finds that **************** remains bound to the terms of the purchase agreement and promissory note she executed for her timeshare purchase. Again, Bluegreen will not provide the cancellation and release from further financial obligation requested for ****************. As previously advised, ****************** mortgage loan in connection with her timeshare purchase on March 9, 2020, charged off due to nonpayment on November 14, 2022. Again, therefore,**************** is no longer a Bluegreen owner. Should **************** have any further questions or concerns, she has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:11/15/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To The Better Business Bureau,At this point, I find it necessary to file a complaint against Bluegreen Vacation Club. I have attempted to address my concerns directly with their company, but it is apparent that they do not care enough to respond back to me. I have been trying to connect with their ************************ since the beginning of August. I was instructed to return their phone call and have to speak with their department to address my concerns because they couldnt respond in writing. I have called and left messages and still havent received a response. Over the past few months, I have been affected by Hurricane ***, COVID, and Hurricane ******. If I can find time to contact this department through all this, Bluegreen should have the decency to at least call me back. The only thing I want to come from this call is an option to end my timeshare ownership. As I have mentioned to Bluegreen, I am unsatisfied with my membership and have now come to terms with the fact that I was lied to in my sales presentation.
Business Response
Date: 11/22/2022
November 22, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18406590

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 15, 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 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 January 10,2021. ******************** 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 attempted to reach ************ by telephone and email on November 16, 2022,leaving messages to notify her that we would like to speak with her further to address her Better Business Bureau correspondence. Our Specialist reached out to ************ by telephone and email again on November 17, 2022 and by telephone on November 18, 2022, again leaving messages that we are trying to reach her and providing direct contact information. Our Specialist then spoke with *********** on November 21, 2022, listening to her concerns, reviewing the guidelines of her ownership, and offering personalized assistance with her account. *********** declined this offer. In addition to speaking with ************ directly,Bluegreen wishes to respond to ************** concerns through the Better Business Bureau as well.

************** first concern is with the communication and response she and ******************** received from Bluegreen as they attempted to cancel their timeshare purchase. Bluegreen sincerely regrets to hear of the difficulties ******************** and ************ have been experiencing these past few months, and we wish them good health, as well as success in their hurricane recovery efforts. 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 recently received a letter from ******************** and ************ on August 1,2022. So that we could assist, one of our ************* ********************** Specialists attempted to reach ******************** and ************ by telephone and email on August 2, 2022 and by telephone on August 9, 2022, leaving messages on both occasions.Bluegreen regrets that we were unable to connect with ******************** and ************ regarding their letter, but we are pleased that we have been able to speak with ************ directly regarding her Better Business Bureau correspondence.

************** final concern is regarding representations she states were made during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details in the contract documents. The Owner Confirmation Interview in Section 14 states that salespersons are not authorized to make oral representations,promises, or offers that modify the contract documents. Section 14 provided a space for ******************** and ************ to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. ******************** and ************ left this field blank, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Terms and Conditions of the Owner Beneficiary Agreement in Section 24 provide that ******************** and ************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Bluegreens ************* ********************** team has reviewed ******************** and ************* ownership closely. After doing so, Bluegreen finds that ******************** and ************ remain responsible under the terms of the purchase agreement and promissory note they executed in connection with their timeshare purchase.Bluegreen will not provide the cancellation requested by ******************** and ***********. Should ************ have any further questions or concerns, she has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 12/02/2022

Complaint: 18406590

I am rejecting this response because:

Dear ********************,
Thank you for forwarding me the response from Bluegreen regarding the conversation I had with ************* He stated his position is ************* ********************** Team and specifically stated to me that he is the highest level manager to talk to regarding BBB Complaints, during our conversation on November 21, 2022, when he refused multiple times to allow me to speak to a manager, supervisor, his superior, and any one that would be in a higher position than himself. All requests were denied and reinforced by repeating that he is the highest level to speak to and that, in quotes, doesnt want to waste anyones time and I make the decision on how to move forward with this complaint.
The response you received from *************************** is a corporate response. I did not speak to ***************************, I was denied permission by ****** to receive her internal email or her contact phone number. However, the conversation I had with ****** was on a recorded line and for more factual information the record of that call should be reviewed for accuracy.
The most important subject that is being deflected by Bluegreen is not taking responsibility for the staff they hire at the sales sites and pushing any fault on the buyer by specifically stating Bluegreen does not have documentation from the sales site that differs from the details in the contract documents. Deflecting blame from their sales staff to the buyers of these timeshare offers.
Please make note that I DO have records of our visit at the *********************************** site that resulted in 6 hours and 4 different sales agents that led to us purchasing this timeshare with Bluegreen. I also have their notes, the multiple incentives that comes along with the purchase and I also have each and everyone of their names. I have been reaching out since March 2021, 2 months after our purchase when I realized the lies that were sold to us upon visiting another site for an owners orientation that was told to us is a way to learn how to visit these different sites, quarterly, and it helps to pay for the maintenance fees. It was also a recommended meeting to go to in order to learn how to use your points program and ask any questions, etc. on how to make reservations, etc. BUT, this visit was nothing other than a ploy to get us back to another sales presentation to upsell us to buy more points. This visit resulted in my first complaint of 2 different handwritten. The manager specifically provided me with a complaint form; I filled 2 out regarding our concerns learned at this owners orientation. I also have the names of both sales agent and manager at this location as well.
The calls I received from Bluegreen were returned however the phone lines go straight to voicemail. I am sure there are no records of the messages I left, yet the letter to you from ****************** states regrets that we were unable to connect yet, my records show when I called and when I emailed a response to the Bluegreen calls & emails. Its very challenging returning phone calls to businesses when the phone lines immedialy roll to a voicemail.
Lastly, my request for cancellation of this timeshare purchase has been denied by **************************** Unfortunately for Bluegreen, I am not satisfied with the manner in which they handle their business. We were coerced into continuing our meeting after saying no multiple times. Another manager (sales agent) would come over and promise more incentives and after 6 hours, we felt like we were comfortable with the purchase and the additional perks given by Bluegreen. We chose to visit, stay and buy but Bluegreen needs to take responsibility for their sales agents that offer the world to make the sale and are not bound to any standards of fulfilling those promises especially when a manager, such as *************************** allows them to hide behind her corporate protection. This is an appalling, fraudulent and predatory business practice!

Sincerely,

*******************
Business Response
Date: 12/09/2022
December 9, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18406590

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 15, 2022 regarding the consumer correspondence of **********************, and ************* rebuttal correspondence received on December 2, 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 ************** rebuttal, our ******** Care Supervisor reached out to *********** by email on December 6, 2022, requesting to schedule a time to speak with her regarding her rebuttal correspondence. Our Supervisor reached out to *********** again by telephone and email on December 8 and 9, 2022, leaving messages to notify her that we are trying to speak with her and providing direct contact information. ************ replied by email on December 9, 2022, stating she will not be available during the current week, due to being out of town. Our Supervisor replied by email on that same date to provide some available times to speak with ************. Although we have been unable to speak with ************ directly at this time, 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 November 22, 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 she did not receive a resolution from our ******** Care ********************** Specialist, and that she was not transferred to a supervisor at her request. Bluegreen would advise that our ******** Care ********************** team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. Our ******** Care ********************** Specialist endeavored to provide helpful assistance for ************ during their communications and provided all resolutions available for ******************** and ************ during their conversation on November 21, 2022.While all available options were offered at that time, our ******** Care Supervisor will be pleased to speak with ******************** and ************ regarding their account.

************** second concern arises from the first Bluegreen sales presentation she and ******************** attended. *********** states that the presentation lasted a long time. Our sales presentations impart a great deal of information to prospective owners. Due to the volume of information shared during the sales presentation, the time can be lengthy. Moreover,the sales presentation time estimate covers the time for the initial presentation. This estimate does not include the additional time spent to answer a prospective owners follow-up questions, tour the property, find the Points ownership best suited to a prospective owner, or complete the paperwork for a purchase.

************** third concern is about their experience at their owner orientation meeting. She states that the owner orientation meeting focused on trying to sell them more Points rather than on answering their questions about their ownership. Bluegreen would advise that our owner orientation meetings are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. Owner orientation meetings impart a great deal of information about how to use the ownership,including information about how Vacation **** usage may be enhanced by purchasing additional Vacation **** Points. Still, Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. ******************** and ************ were not required to consider information presented about purchasing additional Points if they were not interested in expanding their ownership at the time of their orientation, and they did choose not to upgrade their account.

************** next concern is regarding the difficulty she has experienced in reaching our ******** Care ********************** team due to frequently being routed to voicemail. Bluegreen regrets any frustration that has occurred. Bluegreen would reassure ************ that our Specialists are always pleased to speak with owners regarding their concerns. However, because our Specialists are frequently on the line with other owners, we always recommend replying by email to schedule an appointment time to speak.

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

************** final concern is regarding the incentives that she and ******************** received as a bonus for their purchase. At the time of a purchase, promotional gifts may be provided to new and upgrading owners, including certificates from our exchange partner RCI, cruise vacation certificates, certificates for other resort or hotel stays, or airline tickets. These vacation certificates are given as incentives for new owners to use without needing to utilize their Vacation **** Points to take a vacation and to enrich their travel experience, but they are not intended to create pressure to purchase. The terms and conditions of these promotional vacation certificates are not established by Bluegreen. The certificates explain any fees and restrictions for the owner to review prior to activating the certificates. If ************ is experiencing difficulty specifically with redeeming an airline certificate,Bluegreen would encourage her to reach out to *********************************** for assistance. Bluegreen would advise that any concerns regarding availability or use of any other certificates should be directed to the third-party vendor listed on the certificate for further assistance, since Bluegreen does not service the certificates directly.

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

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:11/14/2022
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 have been owners with Bluegreen at the Big Cedar lodge in ******* for a long time. We have paid off the contract despite not getting what we were promised. We went to a 90 minute presentation for a gift while we were in *******. We were there the entire day! We were promised we could travel anytime, and they were opening all sorts of resorts closer to us, so it would be even easier to take trips. None of that turned out to be true! It has been impossible to book where we wanted to travel. The biggest issue is the maintenance fees that keep going up yearly.Recently we reached out to Bluegreen and were contacted by ****** in ************* **********************, who requested we reach out with a time we would be available for a call. We reached out to him several times but have never gotten a response. We need someone from Bluegreen to contact us as soon as possible. This is one more thing thats leaving a very bad taste in our mouths.
Business Response
Date: 11/21/2022
November 21, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18402911

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 14, 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 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 Mrs. ******************* purchased a Sampler Membership with a one-time allotment of ***** Points on October 26, ****. Mr. and ************** later purchased a deeded timeshare interest with the Bluegreen Vacation Club on June 6, ****. Mr. and *************** increased their Points ownership through an equity trade on June 18, 2011. Mr.and Mrs. ****** timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Silver benefits.

Upon receipt of your correspondence advising of Mrs. ****** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out by telephone and email on November 15, 2022, resulting in leaving messages that we wish to speak with her regarding her Better Business Bureau correspondence, requesting her availability to speak by telephone, and providing direct contact information.Our Specialist reached out again by telephone on November 16 and November 17,2022, resulting in leaving voice messages that we are trying to reach ************** and providing direct contact information. 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 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 12 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 12 provides a space for Mr.and *************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and *************** left this field blank, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and ***************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mrs. ****** second concern is regarding the length of the sales presentation. *************** states the presentation lasted all day. 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.

Mrs. ****** third concern is that she states they have found it impossible to book vacations where they wanted to travel. Mr. and *************** were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and *************** initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. In addition, Bluegreen offers discounted rates to travel across the country and around the globe through our resorts, Resort ************************** (RCI), and ************** Although ************** states they have not been able to utilize their ownership for what they want, Bluegreens records indicate Mr. and *************** have booked 17 Points reservations during their ownership. We would advise Mr. and *************** that our customer service contact center is available and eager to assist. Our contact center is open six days a week to help Mr. and *************** get the most from their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the phone with Mr.and *************** for as long as needed to answer their questions and reserve vacations.

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

Mrs.****** 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. Bluegreen received Mr. and Mrs. ****** letter on September 15, 2022. In response to the letter,our ************* ********************** Specialist reached out to Mr. and *************** by telephone on September 15 and September 16, 2022, resulting in finding the telephone number disconnected. Our Specialist also followed up by email on both dates requesting their availability to speak by telephone and advising a good telephone number was needed. Bluegreen regrets that the case was closed at that time. Upon further review, we see that *************** replied by email with possible times to speak, but did not provide a good telephone number.Therefore, we were unable to discuss Mr. and Mrs. ****** ownership. At Bluegreen, we pride ourselves on our professionalism, communication, and support of owners. Bluegreen appreciates *************** for reaching out through the Better Business Bureau.

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 they executed for their timeshare purchase. Bluegreen will not provide the cancellation and release from further financial obligation requested for Mr. and ***************. Bluegreen would advise that Mr. and Mrs. ****** mortgage loan in connection with their timeshare purchase is paid in full. Should *************** have any further questions or concerns, we invite her to reach out to our Specialist at the direct contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 12/02/2022

Complaint: 18402911

I am rejecting this response because:
We do not agree with Bluegreens response. If you notice in their response, Bluegreen stated that on June 18, 2011 we increased our points through an equity trade of the original purchase we had made on June 6, ****. We were unable to properly use our June 6, **** purchase due to lack of points so we trusted Bluegreen and chose to upgrade which would in return, give us more points. We did this and got locked into even more debt and we were still unable to find availability. Have we been able to use it? Yes. Have we been able to use it like it was sold to us? No. Have we been able to use it as much as we should have over the past 17 years? No.

We also want to point out the fact that after making the first purchase in ****, we tried to ask Bluegreen about canceling it and they said we couldnt. This was all within just a few days of purchasing the points. Come to find out, there is a rescission period that would have allowed us to cancel the contract and purchase. Why did Bluegreen lie to us and say we couldnt cancel?

We have paid this purchase off and it is not fair to us to have to be continuously responsible for yearly increasing maintenance fees when all this company has done is lie to us. We reject Bluegreens response and stand firm in our request for cancellation.

Sincerely,

*******************
Business Response
Date: 12/08/2022
December 8, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18402911

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 14, 2022, regarding the consumer correspondence of Mrs. ******************** and Mrs. ****** rebuttal correspondence received on December 2, 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 Mrs. ****** rebuttal,our ************* ********************** Specialist reached out by telephone and email on December 5 and December 6, 2022, resulting in leaving messages that we wish to speak with her regarding her rebuttal correspondence,requesting her availability to speak by telephone, and providing direct contact information. Although we have been unable to speak with *************** directly,Bluegreen wishes to respond to Mrs. ****** rebuttal through the Better Business Bureau.

Mrs. ****** rebuttal correspondence expands on the same concerns stated in her original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated November 21, 2022, on all subjects therein. In addition, Bluegreen would like to respond to the additional concern in Mrs. ****** rebuttal correspondence.

Mrs. ****** additional concern is regarding not being aware of their statutory rescission period to cancel their timeshare purchase. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the Owner Beneficiary Agreement for Mr. and Mrs.****** review. The Owner Beneficiary Agreement states the rescission period on the signature page in bold text and capital letters immediately above the signature lines where Mr. and *************** signed to make their timeshare purchase.This prominent text shows that Bluegreen was not attempting to conceal Mr. and Mrs. ****** right to cancel their contract. Mr. and *************** had a physical copy of the Owner Beneficiary Agreement document in their possession when they left the sales presentation and purchase meeting. Mr. and *************** had an opportunity to read through this document right away after purchasing or later at their leisure. If Mr. and *************** had doubts about the Bluegreen product or its fit for their personal vacation needs, they could have promptly reviewed their contract documents during the rescission period and followed the instructions to cancel, if desired. Although *************** states they requested to cancel a few days after their purchase, Bluegreen has no record of this request.

Bluegreens ************* ********************** team has again reviewed Mr. and Mrs. ****** ownership closely, since receiving Mrs. ****** rebuttal correspondence. Bluegreen still finds that Mr. and *************** remain bound to the terms of the purchase agreement they executed for their timeshare purchase. Again, Bluegreen will not provide the cancellation and release from further financial obligation requested for Mr. and ***************. As previously advised, Mr. and Mrs. ****** mortgage loan in connection with their timeshare purchase is paid in full. Should *************** have any further questions or concerns, she has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:11/14/2022
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.
The room was filthy. The customer service was horrible. Cant even get in touch with a live representative to report an issue. The timeshare was a hoax and a scam. I stayed on a marketing vacation package and I want my full refund back. This was not a vacation. The heat was broke in our room, there room was damaged and dirty, the fountains hotel told me there was nothing they could do since I booked with bluegreen vacation and they were a 3rd party and I needed to contact them. Contacting them isnt possible. No one is trying to be held accountable for my un-vacation that I spent. The marketing team on site selling the vacation timeshares were rude and nasty when I told them I was uninterested in buying. They became not only unprofessional, but mocking me and making fun of the clothing I was wearing, this should not happen to anyone ever. My boyfriend and I will never stay at one of blue green vacations hotels again. His name is affiliated with booking our room, *************************.
Business Response
Date: 11/23/2022
November 23, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE:Consumer File No. 18401262
Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 14, 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 four-day, three-night vacation package for a participating partner hotel stay for $229 on August 29, 2022, which required attendance at our sales presentation. They later purchased an upgrade to their package for a two-bedroom resort stay.

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 ******************* via email on November 17, 2022, addressing her concerns,apologizing for her experience, and providing direct contact information. ******************* replied by email the same day providing additional detail about her experience. Our Specialist responded by email on November 22, 2022, advising again that our ***** Services Management at the resort had personally addressed all of Ms. ********* concerns, that she accepted the compensation provided,and that no other refund would be issued. ******************** replied by email on November 23, 2022, stating she is not satisfied with the resolution offered. 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. 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. Bluegreens records show that ******************** spoke with the front desk at the resort on November 10, 2022,about the heat in their unit not working. The resort sent a maintenance associate to service the thermostat and there were no further issues. ******************** provided additional detail in her email on November 17, 2022, advising they had to wait a long time for the repair due to a part that had to be acquired. The resort property advised that at that the time of their stay,November 8 through November 12, 2022, Tropical Storm ****** was affecting Central ******* and that all guests were advised of a reduced property staff on duty at the time of their check-in.

Ms. ********* second concern is with Bluegreens customer service. She states she was unable to reach our telephone contact center on the weekend during her stay. Bluegreen strives to provide receptive, reliable, and speedy communication and service for our guests. Bluegreen regrets that ******************** was unable to reach a live customer service agent on the weekend when calling our telephone contact center. However, our records indicate that our Resort Director spoke with ******************** directly during her stay on November 11, 2022,and she also spoke with a contact center agent by telephone on November 14,2022. Bluegreen agents routinely provide helpful information, supportive suggestions, and outstanding service for our guests. Bluegreen regrets that ******************** feels she did not receive high-quality customer service and communication. ********************** wishes to advise that our resort associates and call center agents routinely provide helpful information,supportive suggestions, and outstanding service for our guest.

Ms. ********* final concern is regarding the sales team at the sales presentation she attended during her promotional marketing stay. ******************** states that when she told the sales team that she was not interested in purchasing, they became rude and nasty. Bluegreen certainly apologizes for Ms.********* experience. We assure ******************** that this information will be investigated and appropriate action taken.

Bluegreen appreciates ******************** for bringing her concerns to our attention through the Better Business Bureau. However,Bluegreen will not provide a full refund for ******************** and Ms. ********* promotional vacation package purchase. ******************** and ******************** were provided a refund of the taxes for their stay of $62.50 and were given a resort credit of $100 to be used on the property. ******************** accepted these offers. Therefore, Bluegreen believes we have addressed this matter for ******************** through the compensation provided by the Resort Director during her stay at the resort. Should ******************** have further questions or concerns, we invite her to contact our Specialist directly at the contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:11/14/2022
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.
My late husband and I bought a timeshare with BlueGreen and for about 20 years we loved it. Recently its gone way downhill. We used to feel valued as owners, but now random guests without a timeshare get all of the best treatment. This is supposed to be a business founded on hospitality, but it seems those founding principles have gone out of the window. Nonowners are prioritized over owners, which is ridiculous. I understand the desire for returning customers and potential buyers, but why make it on a bed of lies? Why drop the quality for those who are already loyal? At least provide the same level of hospitality across the board, not just to potential new owners. I cant afford to pay for this even if it was still the same level of quality because my husband passed recently. I am a widow in mourning and BlueGreen cant even lend me the slightest bit of sincerity or respect. Weve been trying since before my husband passed to cancel this timeshare, and now Im the only one to fight this battle. I just want to be done with these people. I cant keep paying them and I wont pay for lack of service and respect. They see me purely as a dollar sign, but theyve got plenty more than just me, of that Im sure. Aside from that, theyve gotten plenty of my dollar signs throughout the years and I will not stand paying thousands for poor quality. I really you can help me reach them, because I cant seem to. *** tried time after time, and now theyve started ignoring me except to send delinquency notices. This is totally unfair to me because not only am I extremely unsatisfied, I am trying so hard to cancel my timeshare. Please help me cancel this or even just get them to respond to me so I can get it canceled.
Business Response
Date: 11/17/2022
November 17, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18401162

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 14, 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. ******************* first purchased a timeshare interest with the Bluegreen Vacation Club on October 25, 2007. Mr.and *************** subsequently increased their Points interest through equity trades on October 12, 2010, and June 13, 2012. Mr. and Mrs. ****** timeshare interest conferred ownership of ****** Annual Vacation **** Points and Premier Silver membership.

Upon receipt of your correspondence advising of Mrs. ****** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist spoke briefly with *************** by telephone on November 14, 2022, in which *************** advised that it was not a good time to speak. Our Specialist offered to speak with *************** at her convenience and sent an email, that same day, to schedule an appointment. Our Specialist reached out to *************** again by telephone on November 15 and November 16, 2022, resulting in leaving voice messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with ************** directly, Bluegreen wishes to respond to Mrs. ****** concern through the Better Business Bureau.

Mrs. ****** first concern is with Bluegreens customer service and she states that non owners receive better treatment than owners. Bluegreens first priority is to uphold our policies and valued principles to ensure our owners receive high-quality customer service and communication regarding her account. Bluegreen strives to provide receptive, reliable, and speedy communication and service for our owners and guests. We regret that *************** feels she has not received a higher level of customer service and communication from our customer service agents. ********************** agents and resort staff routinely provide helpful information, supportive suggestions, and outstanding service for our owners. It is standard practice for our team members at resort properties to assist owners during their stays, as well as service through the Bluegreen contact center. We encourage owners to call our customer service contact center about their service experiences, as our customer service agents can review owner situations and assist with their concerns appropriately.

Mrs. ****** second concern is regarding affording her timeshare ownership after the passing of her husband. Bluegreen regrets to hear of the most unfortunate passing in the ***** family, and we extend our deepest condolences. While we understand that this is a challenging time, our call center agents were available to discuss options to assist with Mrs. ****** ownership. Bluegreen endeavors to make maintenance fees and loan payments manageable for owners by offering several payment options and resolutions. Bluegreen takes great pride in working with our owners, listening to their concerns, and seeking positive resolutions.

Mrs. ****** third concern is with the communication and response she received from Bluegreen as she attempted to address her concerns with her account.Bluegreens policy is to return owners calls and emails promptly and follow-through on owners issues until a satisfactory resolution is reached. After a detailed review of Mrs. ****** ownership, Bluegreens records show that our ******************* called, emailed, and sent letters to ***************,starting in May 2021, to advise of the delinquency and provide an opportunity to bring the loan current. Additionally, our records show that an email was sent to *************** on July 8, 2020, to notify her that emails were not being answered at this time. Since the start of COVID-19, all agents have been currently available to assist owners in real-time via live chat or telephone.Our customer service inbox is not routinely monitored, and this information is posted on our Contact Us web page for owners notification. Once we received Mrs. ****** concerns through the Better Business Bureau, our Specialist made multiple attempts to reach *************** to discuss her concerns with her ownership. We sincerely appreciate that *************** has provided Bluegreen an opportunity to communicate through the Better Business Bureau.

Bluegreens ************* ********************** team has reviewed Mrs. ****** ownership closely. After reviewing her ownership, Bluegreen finds that we will not provide the cancellation requested for ***************. At this time, however, Bluegreen would advise that Mrs. ****** mortgage loan for her timeshare purchase on June 13, 2012, has been charged off due to nonpayment on October 19, 2022. *************** is no longer a Bluegreen owner. Our Specialist would be happy to provide further information for *************** if she wishes to speak by telephone. Should *************** have further questions or concerns, she has the direct contact information for our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:11/14/2022
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.
I cannot believe it has come to this, but I need someones help resolving my issue regarding my timeshare contract with BlueGreen. I have sent them several emails and letters stating that I wish to begin canceling my membership, and no one has had the decency to respond. Ive been at this for several months, and the only thing *** received from them is a delinquency letter regarding my maintenance fees. I told them I wanted to cancel my membership and felt it unnecessary to pay for another year of fees that wont go toward maintaining the resort. They explicitly stated that the payments would not increase, but they have annually. On top of this, Pinnacle Vacations made an offer through email many months back saying that they could offer me relief from my Bluegreen ownership as long as my fees were current (they were), I accepted this offer and then I never heard anything back. So of course my fees are no longer current now. I can no longer afford the fees associated with timeshare ownership. I hope you have the resources to get them to answer me and expedite the termination process, considering theyve been sitting on their hands for months. Please let me know if you have any questions to further assist you in contacting BlueGreen.Sincerely, ***********************
Business Response
Date: 11/23/2022
November 23, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18400552

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 14, 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 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 one-year Sampler package from Bluegreen on November 20, 2013. **************** then upgraded to lifetime ownership, purchasing a timeshare interest with the Bluegreen Vacation Club on April 5, 2014. Ms. ******* timeshare interest confers ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Ms. ******* concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist attempted to reach **************** by telephone and email on November 15, 2022,leaving messages to notify her that we would like to speak with her further to address her Better Business Bureau correspondence. Our Specialist then spoke briefly with **************** on November 16, 2022. **************** advised it was not a convenient time to speak and that she would be available the following week.Our Specialist reached out to **************** by telephone and email again on November 22, 2022 and by telephone on November 23, 2022, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with **************** directly regarding her concerns,Bluegreen wishes to respond to Ms. ******* concerns through the Better Business Bureau.

Ms. ******* first concern is with the communication and response she received from Bluegreen as she attempted to cancel her timeshare purchase. Bluegreen strives to provide receptive,reliable, and timely communication to our owners. Bluegreens policy is to return owners calls and emails promptly and follow through on owners issues until a satisfactory resolution is reached. Our records only show that one email has been received from **************** on February 16, 2022.However, since the start of COVID-19, all agents are currently available to assist owners in real-time via live chat or telephone. Our customer service inbox is therefore not routinely monitored, and this information is posted on our Contact Us web page to notify owners that emails are not being answered at this time. We sincerely regret any inconvenience this has caused, but Bluegreen is pleased to have this opportunity to assist **************** via her Better Business Bureau correspondence.

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

Ms. ******* 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. The base rate and the per Vacation **** Point rate are set each calendar year by the owners association of the Bluegreen Vacation Club properties based on the actual expenses for maintaining the properties. Therefore, if the associations increase either the base rate or the per-Point rate to meet increased expenses of maintaining the property in good working order, the maintenance fees billed would increase even if the number of Points owned has not increased. Section 4 does provide that fees may increase or decrease. Of course, **************** is always welcome to voice her concerns to her owners association board and participate in her associations governance.Bluegreen would remind **************** that maintenance fees for the timeshare ownership can increase or decrease just as expenses for a car or home can fluctuate during the time of ownership. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and prepayments before the maintenance fee bill is due.

Ms. ******* final concern is regarding affording her timeshare ownership. Bluegreen would advise **************** that the financing terms for her timeshare contract were disclosed at the time of purchase. Section 4 of Ms. ******* Owner Beneficiary Agreement provides a breakdown of her maintenance fee and Vacation **** Dues rates. If she was uncomfortable with the financing terms, **************** could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, **************** initialed beside Section 11 of the Owner Confirmation Interview, indicating that she could afford to make all payments connected with the timeshare purchase and that it would not pose an undue financial burden for her family.

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

Bluegreens ************* ********************** team has reviewed Ms. ******* ownership closely. After doing so, Bluegreen finds that **************** remains responsible under the terms of the purchase agreement she executed in connection with her timeshare purchase. Bluegreen will not provide the cancellation requested by ***************. Should **************** have any further questions or concerns, she has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 12/01/2022

Complaint: 18400552

I am rejecting this response because:
I have emailed them or Pinnacle who they recommend at least once monthly since Feb of this year.. I have paid off my loan itself and stayed in good standings with them until this last maintenance fee. Before that I called and played phone tag as far back at Feb 2018 and I know this is the exact start as this is when my dad was diagnosed with his first cancer battle. I advised Bluegreen I had would no longer have the time or extra money to put towards a vacation place that i could barely use in the first place since all the locations that are anywhere near me are always booked when i would try to use it. Their response if I did manage to get someone on the line was to buy more time so I could book longer times to stay and it would open up more availability. I would explain that would not help me as I rarely had the time to take a weekend yet alone a week off. My problem is the the properties are never available and the fees keep going up. This rocked on and my dad has since been thru 2 more cancer battles and I communicated with bluegreen that I did not have the money to keep paying rising fees for something that i never use as I was trying to care for a sick parent help them stay afloat financially as well since my dad could not longer work and was in the process of filing for disability. All i want is to get out of this never ending money pit, when i first joined i was told the cost would not rise and it would easy to use. The fees rise almost yearly and it definitely was not easy to use, i can't speak for recently as i haven't tried nor do i wish to. I just want out. Can you please help me?

Sincerely,

***********************
Business Response
Date: 12/09/2022
December 9, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18400552

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 14, 2022 regarding the consumer correspondence of **************************, and Ms.******* rebuttal correspondence received on December 2, 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 reached out to **************** by email on December 2, 2022, scheduling a time to speak with her regarding her concerns. Our Specialist then spoke with **************** on December 7, 2022, listening to her concerns, reviewing the guidelines of her ownership, and discussing options for her account. In addition to speaking with **************** directly, Bluegreen wishes to respond to Mr. ******* rebuttal through the Better Business Bureau as well.

Ms. ******* 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 November 23, 2022, on all subjects therein. Bluegreen would also like to respond to the additional concerns in Ms. ******* rebuttal correspondence.

Ms. ******* first new concern is that she is no longer able to travel in light of her fathers health. Bluegreen empathizes with the unfortunate circumstances of Ms. ******* father falling ill, and we understand that **************** *** not be able to travel while she cares for her father. Generally, illness of a non-owner is not a sufficient basis for cancellation of a Bluegreen contract,as Bluegreen is of the opinion that other family members, friends, or personal contacts of the owner remain able to utilize the ownership even as the owners travel is affected. Still, Bluegreen appreciates **************** for sharing the health challenges affecting her family and sends wishes for good health and recovery to Ms. ******* father.

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

Bluegreen desires to be responsive to Ms. ******* concerns and resolve this matter. However, Bluegreen remains firm that we will not cancel and release **************** from further financial obligation at this time. Our Specialist did discuss a potential exit option with **************** that *** be available once past due maintenance fees are brought current. Should *************** have any further questions or concerns or wish to pursue this option, she has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 12/12/2022

Complaint: 18400552

I am rejecting this response because:
I made notice of my fathers sickness in regards to the hardship of travel and finances of no longer being able to maintain paying rising fees. Also i pointed out that this started in ***** and i have been trying to get out since then. i also said i could give them many reasons why i wanted out such as never having places to stay when the option did present itself. Once again they have proved to be dishonest, making it sound like my dad being sick and me not traveling being the main reason i want out when in fact that is only part true. I want out do the fact that his illnesses have caused financial hardships and I have worked hard to maintain my good name and credit and I was expected to pay fees that kept going up. Also upon this call the rep i spoke with advised me they could offer me a way out and have been doing this program for a little over a year. When i asked why i was not told of it he had no answer. So let me recap
1 i want out do to financial hardship and constantly raising fees. I paid off the whole thing in time and kept my fees up thru all this ( up til this year when i was offer a way out April 5th by ***************** then i heard nothing else and dues where due in May and now i just want OUT!

Sincerely,

***********************
Initial Complaint
Date:11/11/2022
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.
Bluegreen Vacations On November 2nd, I received a call from ***** at phone number *************. She left a message and I called her back at 9:03am. She said that money was owed to Bluegrass Vacations because the 4th night ended up being $400 more due to **********. I told her that it was not my fault that the company incurred those expenses, and that I had an email that stated the cost of the night was $159, which we paid. I told her that we were offered that extra night at that cost and nowhere does it say on the receipt that it might cost more. She said that because of **********, the fee was escalated . I told her that I had an email that I stated I wanted to go to ********** and was told that I could prior to this extra amount, and it was never mentioned, so the company was well aware of my intent to use the days to attend Mardi Gras. I also forwarded her the receipt for the extra paid night that shows paid and never mentions any extra fees. Again, an extra fee was never discussed. I told her that the plane tickets cost $1,000 (they were actually $1,300). She said she was going to research the matter. I told her that I had just bought the plane tickets, and I had 24 hours to cancel and get my money back. She said she would call me back in 30 minutes. She hadnt called an hour and a half later. She kept saying that she was the highest in the company. I call ********. Why would it already be escalated? Also, is she the owner? Why did she keep saying that?Finally called back at 12:24 pm and let it ring one time before she hung up.4:07- I called and left a message.11/04: Called and left another message with ***** at 1:40pm 11/08: Called ***** again at ************* and left a message that I wanted to cancel at this point, and we want ALL of our invested money back. 11/09: I didnt receive a call back from her yet! 11/09: Emailed Bluegreen Vacations at 6:20 from an account that Ive received a response from.
Business Response
Date: 11/21/2022
November 21, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18391735

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 11, 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 four-day, three-night vacation package at a participating partner hotel for $179 on November 6, 2021, which required attendance at our sales presentation. Mr. and ************* booked their vacation for arrival on February 19, 2023.

Upon receipt of your correspondence advising of Mrs. ***** concerns, and in accordance with Bluegreens desire to provide each guest with education,resolution, and ongoing service, Bluegreens Customer Experience reached out to ************* by telephone on November 18, 2022, resulting in leaving a voice message that we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. Our Experience Specialist reached out to ************* again by telephone on November 21, 2022, resulting in leaving a voice message. Our Experience Specialist then spoke with ************* later that same day explaining the details of the vacation package purchased and offering a one-year extension. In addition to speaking with ************* directly, Bluegreen wishes to respond to Mrs. ***** concerns through the Better Business Bureau.

Mrs. ***** first concern is that she was never told about additional fees involved with booking an extra night for their vacation stay during the Mardi Gras event. Bluegreen would advise that we send email messages at the time of purchase, and again when confirming a reservation, specifically listing all terms and conditions of the purchase. Just as ************* mentions in her correspondence, the email receipt she provided to our Experience Specialist,advises that her reservation request was awaiting hotel confirmation, the hotel was not confirmed. As a result, the standard night's rate for that area was subject to change. Since Mardi Gras is in high demand for specific reservations at particular resorts, this caused an increase in the price per night. Bluegreen apologizes for any confusion or inconvenience this may have caused **************

Mrs. ***** next concern is with the communication and response she received from Bluegreen as she attempted to cancel their vacation package purchase. Bluegreen strives to provide receptive, reliable, and speedy communication for our owners.Bluegreens policy is to return owner and guests calls and emails promptly and follow-through on owner and guests issues until a satisfactory resolution is reached. Bluegreen regrets that ************* feels she did not consistently receive our characteristic high-quality customer service and communication in attempting to cancel their vacation purchase. We sincerely appreciate that ************ has provided Bluegreen another opportunity to communicate through the Better Business Bureau.

Bluegreen wishes to be responsive to Mrs. ***** concerns.However, in reviewing all correspondence and communication regarding Mr. and Mrs. ***** stay, Bluegreen sincerely regrets any misunderstanding that occurred and appreciates ************* for bringing this matter to our attention, where it could be resolved quickly. Bluegreen believes this resolution effectively addresses Mrs. ***** concern. Should ************ have further questions or concerns, she has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 11/24/2022

Complaint: 18391735

I am rejecting this response because:
It needs to indicate that BlueGrass reached out, and I returned the call. The wording misrepresents what actually happened and makes it seem as if ********* was attempting to contact me with no call back. The wording also fails to mention and take responsibility for the fact that BlueGrass failed to call me back until the BBB got involved. The response from BlueFrass indicates that theyre sorry that I feel that I didnt receive the customer service. Ummm I have the documentation that proves it.
I also reject the wording on what actually happened. BlueGrass needs to acknowledge that the receipt I was provided did not indicate that there would be higher fees, contingent on the placement of the hotel because it doesnt indicate that anywhere. Also, no where does it indicate that I told BlueGrass that I wanted to book during ********** and was not told of fees. This is a misrepresentation of our phone call.
Sincerely,

***************************
Business Response
Date: 12/07/2022
December 7, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18391735

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 11, 2022, regarding the consumer correspondence of ******************************** and Mrs. ***** rebuttal received on November 28, 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 Mrs. ***** rebuttal,Bluegreens Customer Experience Specialist emailed ************ on November 30, 2022, advising that we appreciate her concerns and have addressed this area as opportunities for coaching and improvement. Bluegreen has attached, along with our response, a copy of Mrs. ***** purchase receipt for her records which provides the Minimum Requirements and Details of Participation. This portion of the receipt explains additional charges that could be applied to Mrs. ***** stay. In addition to communicating with ************* via email, Bluegreen wishes to respond to Mrs. ***** concerns through the Better Business Bureau.

Bluegreen desires to be responsive to Mrs. ***** issues of concern and resolve this matter. However, Bluegreen reiterates the positions described in our earlier correspondence dated November 21, 2022. Bluegreen believes we have resolved this matter for ************* by offering a one-year extension for their vacation package purchase. Should ************* have further questions or concerns, she has the direct contact information for our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation
Initial Complaint
Date:11/10/2022
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.
In 2017 we purchased a time share with the expectation of being able to travel to one of the many destinations across the US. After we were locked into a contract we found that we needed to purchase more "points" to get the dates and times that we wanted. We did this and found that they again let us know that we needed to purchase more "points" to get the dates and places/times we wanted. We were also told that the maintenance fees would not go up yet they have increased every year since then. We were told we could "sell back" the contract any time but now we are told they don't buy back any contracts.
Business Response
Date: 11/17/2022
November 17, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18385811

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 10, 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 timeshare interest with the Bluegreen Vacation Club on October 6, 2017. Mr. and ************* increased their Points ownership through purchasing an additional contract on October 20, 2019. Mr. and *************** timeshare interests confer ownership of ****** Annual Vacation **** Points and Premier Bronze benefits.

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 November 11,2022, listening to her concerns, offering personalized assistance with their ownership, apologizing for her frustration, and discussing 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.

*************** first concern is that she states they were told they needed more Vacation **** Points for additional booking opportunities for the dates and locations they desired to travel. Bluegreen would advise that there is no single right amount of Points. The number of Points an owner chooses to purchase is based on their unique travel desires.The sales advisors provide tailored options to meet the individual needs of our prospective and current owners. As Mr. and ************* initialed in Section 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.

*************** second concern is regarding increases in their maintenance fees. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. This billing calculation indicates that maintenance fees will increase as the number of Vacation **** Points owned increases. Moreover, Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr. and ************* initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees,including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due. Bluegreens records indicate that Mr. and ************* have utilized payment plans in the past.

*************** third concern relates to resale of their ownership. ************* states they were told they could sell 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. Owner Confirmation Interview Section 14 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation. In their conversation on November 11, 2022, ************* advised our Specialist that they had listed their ownership for resale.

*************** 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 *************** ownership since receiving *************** Better Business Bureau correspondence. Bluegreen finds that Mr. and ************* 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 release from further financial obligation requested for Mr. and *************. Should ************* have 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:11/09/2022
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.
- Bought timeshare on 10/25/2006.- Found out that a lot of sales pitch arguments like availability, quality of accomodations, number of days obtainable, free RCI exchanges etc. were not true.- Tried to get a mutual release from Bluegreen/Pinnacle over the last Year to no avail since BlueGreen seems to procrastinate in every step of the process.- In the meantime we spent $ **** on maintenance fees last year and we had no benefit of using them while gtrying to get a mutual relese from BlueGreen.-Now we got the current bill which went up to $ ****. We are hesitant to send more money to a company which seems to have only one exit stategy: Force Owners into foreclosure. See also the latest email which I will upload for your info.- If BlueGreen had a customer considering exit procedure, we wouldn't be here today, but blueGreen obviously is just interested in their side of the business and the longer they procrastinate, the more they will be able to "milk" their "Owners" - Since they will resell the property, a fair settlement for the value of the returned property should be part of the agreement.
Business Response
Date: 11/17/2022
November 17, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18380647

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 9, 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 ensuring our owners and guests are satisfied with their overall experience.It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ******************************* and ******************************** purchased a timeshare interest with the Bluegreen Vacation Club on October 26, 2006. Mr. and Mrs. ********* timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Bronze benefits.

Upon receipt of your correspondence advising of Mr. ********* concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out by telephone and email on November 10,2022, resulting in leaving messages advising that we wish to speak with ******************* regarding his Better Business Bureau correspondence, requesting a reply with his availability to speak by telephone, and providing direct contact information. Our Specialist reached out again by telephone to ******************** on November 11, 2022, resulting in leaving a voice message and providing direct contact information. Our Specialist spoke with ******************** by telephone on November 15, 2022, listening to his concerns, apologizing for his frustration, offering personalized assistance to move forward with their ownership, and advising we will not honor his request to cancel their ownership. ******************** declined assistance with moving forward with their ownership. In addition to speaking with ******************** directly, Bluegreen wishes to respond to Mr. ********* concerns through the Better Business Bureau as well.

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

Mr. ********* second concern is regarding availability to book vacations with their ownership. Mr. and ********************* were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and ********************* initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. Moreover, 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.Furthermore, Mr. and ********************* have additional vacation options outside of Bluegreen resorts such as resort exchanges through Resort ************************** (RCI) and hotel stays through our ************* partnership.Bluegreen would advise that Mr. and ********************* have booked 43 Points reservations, two Bonus Time reservations, and seven RCI stays during their 16 years of ownership. During their conversation on November 15, 2022, as previously mentioned, our Specialist offered assistance with utilizing their ownership, but ******************** declined stating he was not interested.

Mr. ********* third concern is regarding the quality of resort accommodations when traveling through their ownership. 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.

Mr. ********* next concern is regarding the number of days obtainable with their ownership. Mr. and ********************* initialed Section 4 of the Owner Confirmation Interview which states that each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The Points Mr. and Mrs. ******** earn 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. Moreover, as previous Traveler Plus members that are still eligible for renewal, Mr. and ********************* have access to Hot Weeks Getaways. Hot Weeks Getaways provide last-minute, full-week vacations around the world for only ***** Points per week when booked in the final 10 days before check-in. Should Mr. and ******************** wish to take advantage of their Traveler Plus benefits, they can reach out to our Specialist at the contact information provided for assistance in reinstating their Traveler Plus membership.

******************** also states that he was told that Resort ************************** (RCI) vacation exchanges were free. Bluegreen would advise that the usage of exchange companies for vacations at other destinations is detailed in Mr. and Mrs. ********* contract documents. The Owner Confirmation Interview at Section 6 states that exchange companies are separate companies from Bluegreen and have fees associated with exchange transactions. Bluegreen would also advise that Mr. and Mrs. ********* RCI membership is included with their ownership through their annual Vacation **** Dues. This may be what ******************* is referring to. If it were not a benefit included in their ownership,Mr. and ********************* would have to pay a separate membership fee to RCI for the opportunity to make vacation exchanges. Bluegreen also offers the option to exchange through the Direct Exchange Program that is one component of Traveler Plus. Direct Exchange through Traveler Plus offers Mr. and ********************* resort exchanges for only $59 per reservation because they are Premier Bronze owners.These exchange fees are significantly lower than the exchange fees associated with an RCI transaction and may provide a ***************** option for Mr. and **********************

******************** is also concerned regarding maintenance fees increasing. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **** Point. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 9 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr. and ********************* initialed next to Section 9, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including payment plans and advance prepayments before the maintenance fee bill is due.

Additionally, ******************** is concerned regarding not receiving their preferred resolution of a mutual release for their Bluegreen ownership. Bluegreen would advise that our ************* ********************** team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. Multiple ************* ********************** Specialists have spoken with ******************* since we first learned of his desire to cancel their ownership on April 19, 2022. Although our Specialist left voice messages and sent an email on April 26 and May 3, 2022, we did not receive a response from ******************** until August 2022. Our Specialist spoke with ******************** on August 24, 2022,advising him of his options for resale through Pinnacle Vacations. We then received an email from ******************** on October 12, 2022, stating the same concerns and that he wanted to speak with a different person. After many attempts to reach ******************** by telephone and email, our Specialist spoke with him on October 25, 2022, providing additional information regarding our Maintenance Fee Assessment Billing and Collection Policy if they chose to suspend payment for their maintenance fees. ******************** sent another email on October 27,2022, because he was not satisfied with that information and wanted again to speak with another person. Our Specialist spoke with ******************** on November 1, 2022, reiterating the same options available for their ownership. Bluegreen provided ******************** the opportunity to speak with multiple Specialists who endeavored to provide helpful assistance during their communications and provided all resolutions available for Mr. and *********************. Bluegreen denies the assertion that we procrastinated in providing a cancellation since we have been firm from the beginning, and each subsequent time ******************** reached out, that we will not offer a cancellation for Mr. and Mrs. ********* ownership.

Mr. ********* final concern is that he feels Bluegreen is providing only one exit strategy which is to force owners into foreclosure. Bluegreen would remind Mr. and ********************* that they purchased a timeshare ownership that is intended to be a lifetime ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. Bluegreen would advise that Owner Confirmation Interview Section 14 states that Mr. and ********************* may choose to sell their Bluegreen Vacation Club ownership interest and that certain benefits of their ownership will not transfer unless a Bluegreen authorized agent is used for the transaction. However, Mr. and ********************* may choose to resell their ownership however they feel is best. Moreover, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation.

Bluegreens ************* ********************** team has reviewed ********************* ownership since receiving Mr. ********* Better Business Bureau correspondence. 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 release from further financial obligation requested for Mr. and *********************. Bluegreen would advise that Mr. and Mrs. ********* mortgage loan in connection with their timeshare purchase is paid in full. Should ******************** have further questions or concerns, we invite him to reach out to our Specialist at the direct contact information provided.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 11/23/2022

Complaint: 18380647

We are rejecting this response mainly because of this statement:

"Bluegreen will not provide the cancellation and release from further financial obligation requested for Mr. and *********************. Bluegreen would advise that Mr. and Mrs. ********* mortgage loan in connection with their timeshare purchase is paid in full. Should ******************** have further questions or concerns, we invite him to reach out to our Specialist at the direct contact information provided." That being said, our timeshare WAS ALWAYS PAID IN FULL BEFORE THE DUE DATE OF THE 15TH.
We are NOT HAPPY WITH THE organization Bluegreen Vacations. I am demanding an answer as to why there was no resolution and what BlueGreen will directly offer us moving forward.

This is getting out of hand. We previously discussed this nonsense over the phone, this is not what we expected to be involved in.
Much of the information your representatives provided to us was misleading, if not fraudulent, including all of the false hope they offered my wife and I. Respectfully, we do not want to be associated with a business that does not follow through on its promises after we paid a sizable amount of money to BlueGreen.

We believe that we were seriously misled and coerced into signing an agreement with BlueGreen .
Your tactic of wearing potential clients down during a limited time sales presentation, did not allow the opportunity to actually read all the fine print.
Only after a few BlueGreen vacations, did we realize that many of the promises made during the sales presentation did not materialize.

To us, it looks like there was a lot of misrepresentation intended to benefit BlueGreen only

BlueGreen itself offers one exit strategy only, which benefits them and leaves us in this ongoing nightmare. Contrary to the sales reps promise, this experience has not been "easier or cheaper for us." All being said, we still expect a quick resolution directly with BlueGreen.

Looking forward to your positive response,
***** and ***************************
Business Response
Date: 12/02/2022
December 2, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18380647

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 9, 2022, regarding the consumer correspondence of *******************************, and Mr. ********* rebuttal correspondence received on November 28, 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 by telephone and email on November 29, 2022, resulting in leaving messages advising that we wish to speak with ******************** regarding his rebuttal correspondence, and providing direct contact information. ******************** replied by email on November 30, 2022, stating he only wanted to communicate by email and had no interest in speaking with our Specialist further. Our Specialist reached out again by telephone and email to ******************** on November 30, 2022, resulting in leaving messages advising we must speak with him by telephone and providing direct contact information. Although we have been unable to speak with ******************** directly, Bluegreen wishes to respond to Mr. ********* concern through the Better Business Bureau.

Mr. ********* rebuttal correspondence expands on the same concerns stated in his original correspondence to the Better Business Bureau. Bluegreen reiterates the positions described in our earlier correspondence to the Better Business Bureau dated November 17, 2022, on all subjects therein. In addition,Bluegreen would like to respond to the additional concern in Mr. ********* rebuttal correspondence.

Mr. ********* additional concern is regarding the sales presentation they attended. ******************** states they felt pressure to purchase, it was a limited-time offer, and they had no opportunity to read the fine print. If Mr. and ********************* were uncomfortable with the product,service, or financing terms at the time of purchase, they could have departed the sales site without signing any documentation or completing a purchase. Bluegreen would remind Mr. and ********************* that Bluegreens sales proposals can vary and the offers presented to them were only good for that specific date of purchase. Again, 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. Bluegreen recognizes that the sales process can be lengthy. Therefore, we attempt to abbreviate the lengthy process by summarizing the most pertinent details of the ownership during closing and in the Owner Confirmation Interview. If Mr. and ********************* needed additional time to review the purchase information and documentation before signing, they were free to advise the Bluegreen representative at closing that they needed to review the contract documents completely before executing the purchase paperwork.However, if Mr. and ********************* were willing to complete the purchase without fully reading their contract documents, Bluegreen still provided Mr. and ********************* the days following the closing as their statutory rescission period to review their contract at their leisure.

Bluegreens ************* ********************** team has again reviewed Mr. and Mrs. ********* ownership. Bluegreen still finds that Mr. and ********************* remain responsible under the terms of the purchase agreement they executed in connection with their timeshare purchase. Again, Bluegreen will not provide the cancellation and release from further financial obligation requested for Mr. and *********************. As previously advised, Mr. and Mrs. ********* mortgage loan in connection with their timeshare purchase is paid in full. Should ******************** have further questions or concerns, and wish to speak by telephone, he has our Specialists direct contact information.

********************************************************** **** Services
Bluegreen Vacations Corporation
Customer Answer
Date: 12/08/2022

Complaint: 18380647

We are rejecting this response because:

BlueGreen (BG) keeps giving us the whole and complete runaround.
To us, it appears that all BG does is repeating statements and send out the same canned responses.

We made it clear in our email: If BG had no new offers, that there was no need for more phone conversations. (Copy of said email was uploaded along with this response to the BBB website)

BGs rebuttal contains the following sentence : ******************** replied by email on November 30, 2022, stating he only wanted to communicate by email and had no interest in speaking with our Specialist further.
This is definitely twisting the emails content to suit BGs narrative.
BGs decision to respond by phone to our email seems to imply that there are other options, however at the conclusion of BGs last response, BG states that there are no new options, which is illogical and doesn't make sense to us.

Our question then is: What was BGs purpose of those phone calls?

Again:We are simply asking for one thing and one thing only: To be removed from your organization in a respectable way.

We also want to know why we are not being given any options or resolutions moving forward.
All BG keeps stating is that we are paid in full. We know.
BG has everything that BG at this point could ever get from us so WHY are we not able to come up with some sort of mutual agreement?

WHY hold someone to something they DO NOT WANT TO DO ANYMORE?
Some reasons BG already knows, and there are plenty more.
BG may have all checklists ready from a 2 hour high pressure sales pitch, but we have, unfortunately, 16 years of actual experience with BG, and it just doesn't live up to the hype of the sales pitch.
Please get back to us ASAP with some respectable offer.
***** and ***************************
Initial Complaint
Date:11/07/2022
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.
We would like this bureau to be aware of the kind of service that Bluegreen is giving its timeshare owners, and the fact that they use misleading tactics and fast-talking salespeople to rope their customers in. Weve experienced this first hand and have also experienced how the timeshare does not work remotely close to the way it was described, and it actually doesnt work at all. The issue with Bluegreen is that when you try to tell their employees about these kind of issues, they act like they care about helping you fix the problems but then say that the way to do that is to improve your ownership (this would be by giving MORE MONEY to Bluegreen). Weve made it as clear as possible that we have no intention of giving them another cent and have requested that they return the money they have already made off of us on the basis that it was acquired by telling us lies!
Business Response
Date: 11/17/2022
November 17, 2022

***************************
BBB Services Specialist
Better Business Bureau Serving Southeast ******* and *************
********************************************************************************* 33407

RE: Consumer File No. 18370713

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

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on November 7, 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 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 October 27,2021. **************** and Ms. **** subsequently increased their ownership interest by purchasing additional Points on December 12, 2021. **************** and Ms. ***** timeshare interests conferred ownership of ****** Annual Vacation **** Points and Premier Gold membership.

Upon receipt of your correspondence advising of Ms. ***** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist attempted to reach Ms. **** by telephone and email on November 8, 2022, leaving messages to notify her that we would like to speak with her further to address her Better Business Bureau correspondence. Our Specialist reached out to Ms.**** by telephone again on November 9 and 10, 2022, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with Ms. **** directly, Bluegreen wishes to respond to Ms. ***** concerns through the Better Business Bureau.

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

Finally, Ms. **** is concerned because she states they were told they needed to upgrade their ownership for additional booking and travel opportunities. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. As **************** and Ms. **** initialed in Section 1 of the Owner Confirmation Interview, each of Bluegreens Vacation **** accommodations is assigned nightly and weekly Points values that vary depending on the day of the week, size of the unit, resort location, and season. The Points **************** and Ms. **** received 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. **************** and Ms. **** 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. If **************** and Ms. **** wanted additional information about reserving vacations or needed any other assistance with using their ownership, they were welcome to call our customer service contact center. Our contact center is open six days a week to assist owners in getting the most out of their Bluegreen ownership, and our customer service team does not engage in sales activities. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could have stayed on the telephone with **************** and Ms. **** for as long as needed to provide guidance, answer questions, and book reservations.

Bluegreens ************* ********************** team has reviewed **************** and Ms. ****s ownership closely. After reviewing their ownership,Bluegreen finds that we will not provide the cancellation and refund requested for **************** and Ms. ***** However, our records show that the mortgage loan associated with **************** and Ms. ***** timeshare purchase completed on October 27, 2021 charged off due to nonpayment as of November 1, 2022. Additionally,the mortgage loan associated with **************** and Ms. ***** timeshare purchased on December 12, 2021 was charged off due to nonpayment as of November 16, 2022.**************** and Ms. **** are therefore no longer owners at this time. Should Ms.**** have any further questions or concerns, she has the direct contact information of our ***************************************************************************** **** Services
Bluegreen Vacations Corporation

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Bluegreen Vacations Unlimited, Inc. is NOT a BBB Accredited Business.