Complaints

This profile includes complaints for Club Exploria, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Club Exploria, LLC

  25 Town Center Blvd Ste C Clermont, FL 34714-4836

  
• 

  New Smyrna Waves by Exploria Resorts

  3208 Hill St # 111 111 New Smyrna Beach, FL 32169-3554

  
• 

  Pocono Mountain Villas by Exploria Resorts

  2157 River Road East Stroudsburg,, PA 18302

  
• 

  Grand Seas Resort by Exploria Resorts

  2424 N Atlantic Ave Daytona Beach, FL 32118-3245

  
• 

  Summer Bay Orlando by Exploria Resorts

  17805 U.S. HIGHWAY 192 W Clermont, FL 34714-9602

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Club Exploria, I am writing in reference to the notice I recently received regarding the cancellation of my membership and the reporting of a "repossession" on my credit report related to the alleged delinquency of my Lien Debt under the Promissory Note. While I acknowledge receiving your communication regarding the termination of my Club Exploria membership, I must formally dispute the reporting of this matter as a repossession to the credit bureaus. This classification is misleading and materially inaccurate, as the product in question is a vacation membershipnot a physical asset that can be repossessed in the traditional sense (such as a vehicle). Furthermore, I request the following: 1. Detailed Breakdown: Please provide a full account history including payment records, the outstanding balance at the time of cancellation, and any communications sent prior to the termination. 2. Credit Reporting Justification: Explain the basis for classifying this as a repossession and provide documentation supporting that classification under federal credit reporting standards.

  Business Response

  Date: 06/11/2025

  Pay history attached as owner requested. 

  Business Response

  Date: 06/11/2025

  Mr. Taylor,

  Thank you for contacting the Better Business Bureau in
  connection with Club Exploria. We appreciate you bringing your concerns to our
  attention.

  Regarding your dispute related to credit reporting, please
  be advised that Club Exploria follows industry standard reporting practices in
  accordance with the Fair Credit Reporting Act (FCRA). While we acknowledge your
  original commitment to repay the loan in a timely manner, our records indicate
  that the loan ultimately entered into default.
  We encourage you to review the terms and obligations set
  forth in the Promissory Note you executed. In accordance with the provisions of
  the Promissory Note, as well as Section 3.03 of the Declaration and Section
  4.15 of the Bylaws of Club Exploria Association, Inc., the account has been
  reported as a repossession in compliance with applicable federal credit
  reporting requirements.

  As requested, we have attached a copy of your payment
  transaction history. If you wish to initiate a formal dispute, please submit your
  written dispute directly to the lender or through the credit reporting agency
  that is reporting this tradeline.

  Should you have any further questions or concerns, please
  feel free to contact us at [email protected].

  Sincerely,
  Club Exploria, LLC

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23415233
  
  
  
  I am rejecting this response because:

   

  Dear Club Exploria Consumer Affairs,

   

  Thank you for your response to my complaint submitted through the Better Business Bureau.

   

  While I understand your position regarding standard industry reporting under the Fair Credit Reporting Act (FCRA), I would like to respectfully express my concern regarding the classification of the account as a “repossession.”

   

  As timeshares are not traditionally financed or repossessed in the same manner as tangible assets (such as vehicles), I believe labeling the tradeline as a “repossession” is both misleading and damaging. This terminology suggests the seizure of a physical asset, which is not accurate in this case, and can significantly impact my credit profile beyond what is warranted by the nature of this account.

   

  Additionally, I request a more detailed explanation and documentation justifying why this classification was chosen instead of marking the account as a “charge-off” or another more appropriate term under FCRA guidelines.

   

  I am also requesting a reassessment of the reporting classification and, if deemed appropriate, a correction of the tradeline to reflect a more accurate and fair status. If this matter cannot be resolved amicably, I reserve the right to escalate this issue with the Consumer Financial Protection Bureau (CFPB) and any other applicable regulatory bodies.

   

  I appreciate your attention to this matter and look forward to a fair resolution.
  
  
  
  Sincerely,
  
  
  
  Daniel Taylor

  Business Response

  Date: 06/18/2025

  Mr. Taylor,
  
  Thank you for bringing your concerns to our attention
  regarding the classification of your timeshare installment loan on your credit
  report.
  
  Please be assured that we take these matters seriously and
  are committed to reviewing all concerns thoroughly. Your comments regarding the
  use of the term “repossession” have been noted, along with your request for
  further explanation and documentation regarding the classification.
  
  As a preliminary response, we would like to advise that our
  Consumer Affairs team will be providing a formal written response directly to
  you. They are currently reviewing your concerns and will be in contact to
  address the matter in more detail.
  
  In the meantime, we would like to clarify that any disputes
  related to how a loan is reported to the credit bureaus must be directed in
  writing via mail either to the lending entity that issued the installment loan
  or by filing a formal dispute with the appropriate Credit Reporting Agencies
  (CRAs). These are the recognized channels for initiating a credit reporting
  investigation or requesting changes under the Fair Credit Reporting Act (FCRA).
  
  We appreciate your patience and the opportunity to
  address your concerns. You may anticipate a response in the mail within the
  next 7 business days to your address on record. Should you not receive a
  response at that time, please feel free to contact our Consumer Affairs team at
  Exploria Resorts via email: [email protected]

  Customer Answer

  Date: 06/21/2025

   
  
  Complaint: 23415233
  
  
  
  I am rejecting this response because:
  

  To Whom It May Concern,

   

  Thank you for your response. However, I must respectfully express that I do not agree with the classification of my timeshare installment loan on my credit report, particularly the use of the term “repossession,” which I believe is inaccurate and misleading in the context of this loan.

   

  This classification has had a negative impact on my credit profile, and I am requesting a detailed explanation and supporting documentation justifying how and why this term was applied to my account. I would also like clarification on the internal policy or regulatory guidance that supports such a designation.

   

  While I understand your recommendation to submit a dispute to the credit bureaus, I am addressing this concern directly with Exploria Resorts as the reporting entity. Under the Fair Credit Reporting Act (FCRA), data furnishers like Exploria are responsible for ensuring the accuracy and integrity of the information they report. If this designation was made in error, I expect it to be promptly corrected and updated with all applicable Credit Reporting Agencies.

   

  Please ensure my concerns are escalated to the appropriate department for a timely and thorough review. I also ask that any further communication, including the written response referenced in your message, be sent via email as well as by mail to avoid any delays.

   

  Thank you for your attention to this matter. I look forward to a resolution.
  
  Sincerely,
  
  
  
  Daniel Taylor

  Customer Answer

  Date: 06/22/2025

  Additionally, I would like to ask for clarification on whether Exploria Resorts is actively attempting to collect on this account. Based on the way it is reported to the credit bureaus, it appears as though collection activity may be ongoing, and I would like a clear and direct answer regarding the current status of the account.

   

  Thank you for your attention to this matter. I look forward to your clarification and a resolution.

  Business Response

  Date: 06/24/2025

  Thank you for your inquiry.

  Please be advised that Exploria Resorts is not actively
  pursuing collection efforts on this account at this time. The account has been
  reported to the credit bureaus as a repossession, in accordance with the Fair
  Credit Reporting Act (FCRA) and standard industry reporting practices. This
  reporting reflects the final status of the account and does not indicate
  ongoing collection activity.

  Additionally, we have received a credit reporting dispute
  regarding this account through Experian. After conducting a review, we verified
  that the information furnished was accurate as of the date reported, and
  Experian has been notified of this confirmation.

  
  Should you have any further questions or concerns, please
  feel free to contact us at directly, [email protected].

  Sincerely,
  Club Exploria, LLC

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23415233
  
  
  
  I am rejecting this response because:

  To Whom It May Concern,

  Thank you for your response. However, I must respectfully disagree with the classification of this account as a “repossession.”

  Under the Fair Credit Reporting Act (FCRA), credit reporting must be both accurate and not misleading. Reporting an account as a repossession while also maintaining an active balance due is contradictory and creates an inaccurate and misleading portrayal of the account’s status. A repossession, by definition, implies that the creditor has reclaimed the collateral and that the account is closed. If there is still a balance being pursued, it should be reported appropriately (e.g., as a charge-off with a remaining balance), not as a repossession.

   

  I request that you update the reporting to accurately reflect the true status of the account. Please provide clarification and supporting documentation explaining how both the repossession status and active balance can legally and factually coexist under standard industry practices.

   

  If the account is not under active collection and has been written off, the balance should be updated accordingly. If you are claiming a repossession has occurred, then any open balance must be substantiated in a manner consistent with credit reporting laws.

   

  I ask that this matter be re-investigated and corrected. Please confirm in writing how you plan to proceed.

  
  
  
  Sincerely,
  
  
  
  Daniel Taylor

• Initial Complaint

  Date:05/15/2025

  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.

  What does it take to get an answer from Cerberus or Exploria? No one will respond, no matter how often we call or email.Their strategy is to ignore us in hopes that well give up. Thats not happening. We have real concerns regarding our timeshare that need to be addressed immediately. This silence is unacceptable. *************************** oversees Exploria, yet no one will take the responsibility or provide the requested help. The lack of accountability and communication is infuriating. We are tired of being ignored and demand that someone finally address our concerns.

  Business Response

  Date: 06/04/2025

  *********** thank you for contacting the Better Business Bureau with your concerns.After reviewing our records, we can confirm our team has been in communication with you on multiple occasions. Specifically, two letters were sent to you in 2019 to the address of record at that time, then in 2022, in 2023 we were in contact with you via the **************************** of Justice of **********,and then again in 2023 via the Florida ************************. If our responses did not reach you, its a possibility there was an issue with delivery. Your last call with us was on April 15, 2025, when an inbound call was made to our ****************************** To ensure we receive your communication and that you receive a thorough response, please contact us directly at ************************************************* know that we remain committed to providing you with a detailed response to your concerns.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23335302
  
  I am rejecting this response because:
  You never address our concerns directly, and emailing you only leads to us waiting months for a response. We want to cancel our contract, and you'll only receive more of these complaints until we get the cancellation we deserve. Your business model is a scam, and we should not have to continue lining your profit margins. You were dishonest and do not deserve our business. ****** the contract. Plain and simple. 
  Sincerely,
  
  ********* ******

  Business Response

  Date: 06/09/2025

  Thank you once again for reaching out to the Better Business Bureau with your concerns. We regret to hear that you remain dissatisfied and understand that you feel your concerns have not been directly addressed.  Please know that we take all feedback seriously and aim to provide clear and timely communication whenever possible. While we acknowledge your late request for cancellation, we must reiterate that the Purchase Agreement you signed in 2004 with the previous developer remains legally binding. Your account remains active, and you are still responsible for your financial obligations to Exploria Resorts. Thank you once again for the opportunity to address this matter.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23335302
  
  I am rejecting this response because: Again, you refuse to address anything directly. You cannot keep demanding money, knowing full well that your company lied to us. You've made enough money off this deception. Now, address the concerns directly and answer for each and every lie told to us. No more of the verbiage you refuse to deviate from.  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:03/14/2025

  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.

  Exploria from Florida. We own timeshare and they added a fee of $5000 for property upgrades without contacting us. We have been paying our monthly fees every month including the maintenance fee. They blocked our *** account and we cant use it to book any travels. We have also paid our *** fees on time every year.

  Business Response

  Date: 03/25/2025

  Mrs. ******* thank you for reaching out to the Better Business Bureau with your concerns. Please be advised within your November 2023 annual billing statement a letter was enclosed that explained the special assessment. The recent resort assessment was necessary to maintain and improve the resort, ensuring a high-quality experience for all our owners. This assessment follows a considerable extended period without an increase in assessments, leading to substantial deferred maintenance and the need for significant improvements within the resort. Also,within the letter, you were provided with different payment options made available for the payment. We encourage you to review the letter to gain a better understanding of the assessment. We encourage you to contact our ***************************** at ************** to learn more about options that may still be available. As far as not being able to utilize RCI, when accounts become delinquent, owners may be denied use of the accommodations and exchange privileges as outlined in annual bill statement. Thank you for allowing us to address this matter.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  I never received any letter and in nowhere in the contract we received states that you are allowed to implement a $5000 maintenance assessment fee. I have contacted that number (members services) and have been told on numerous times that this is the main complaint they are receiving from many members and its making question if a letter was really mailed out because I receive all your other bills religiously every month. I spoke to ******** and she stated that a supervisor ***** or ***** will contact me and I have NEVER received a call. As far as my account being delinquent  how is that even possible when I have made my monthly payments for both loan and maintenance fee EVERY single month with no interruption!!! Get your workers on the same page because a few have told me everyone is complaining of the same issue. Dont you record your calls?! Please bring those up and listen to them. In the meantime something has to be done ASAP to rectify this situation. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/26/2025

  ********** thank you for submitting your feedback to the Better Business Bureau.Our records indicate that one of our representatives, *****, attempted to contact you on March 17, 2025. Subsequent attempts were made by our representative, *****, on March 21, March 25, and March 26; however, these calls were not answered. These outreach efforts were made in connection with an outstanding balance on your account. We do note that you spoke with our representative *******, during which you expressed your intent to file a complaint with the Better Business Bureau. With respect to your request for prompt resolution, we encourage you to contact our ***************************** directly at **************. A representative will be able to assist you in reviewing payment options that may allow you to regain access to your Vacation Interest and exchange privileges with ***. We appreciate the opportunity to address this matter.
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  those allegations are totally false. No one has tried to contact me at all. And I spoke to a ******** because I have it written down. I need a contract highlighted where it states that you are allowed to add a $5000 assessment fee. I want it with Exploria name on it NOT from Treetop. Also where it states that you can block me from using *** when I have paid my monthly payment to you of $166 and also $110 for maintenance fees. I also pay my *** fees yearly so my account is NOT delinquent. You need to train your staff better, neither ***** nor ***** have tried to contact me EVER!! I will escalate this even more if a suitable resolution cant be reached. They called just to offer us a free weekend for members this week but not about anything else.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/31/2025

  Ms. ******* we appreciate the opportunity to readdress your concerns. After a thorough review of our records and call logs, we can confirm that our ****************** team made multiple attempts to contact you: (i) on March 21, 2025, our team attempted to reach you; (ii) After our response to you via the Better Business Bureau (BBB) on March 26, 2025, we attempted contact again with no success and no option to allow us to leave a voicemail; and (iii) On March 27, 2025, and March 29, 2025, our team spoke with the co-owner of the account, who acknowledged our outreach efforts and advised our team to contact you directly.Despite these attempts, we were unable to connect with you, as your phone does not allow for voicemail messages to be left. Additionally, in response to your request for a copy of your contract, our records confirm that a copy was emailed to you on June 3, 2024, and again on March 14, 2025, to your email address on file. We have reviewed and verified that the contact information you provided to the BBBincluding your email, phone number, and mailing addressmatches the details on your account. As ********************** is the successor declarant of the Pocono Tree Tops Resort, we want to ensure that you can discuss your account status directly with a ****************** team member. We encourage you to contact our team at your earliest convenience. Alternatively, if you would like us to call you at a specific date and time when you are available, please provide that information, as our previous attempts have been unsuccessful due to the inability to leave voicemail messages on your phone.  We look forward to assisting you and resolving your concerns. Please let us know how you would like to proceed.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  Once again that is totally incorrect. My phone does allow for voice mail to be left. So NOT sure what number you are calling and about the contract yes I got the email but nowhere in there it stated that whats being done to my account is part of the contract. So I am asking for it to be highlighted. You cant just do whatever you want whenever you want by law in needs to be part of the contract. No one has reached out to me and left me a voice mail and I dont want to speak to just any customer service **** I dont even want to speak to ***** or *****, I want to speak to someone in a higher position, because my next step is court. We have to come to a resolution because at this point they cant do anything for me. And I want to see it from an Exploria Document since Treetop no longer exists. 

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

  Business Response

  Date: 04/01/2025

  At this juncture, we encourage you to contact our ****************** team, and they will assist you in being transferred to Manager or above. Otherwise, please provide us with the complete and best number to contact you directly. As previously mentioned, we have confirmed that phone number and have made numerous attempts to call you at that number, unable to reach you nor leave a message. With respect to your contract, the copy that you have confirmed being received is the copy of the contract. We look forward to hearing from you to assist you.
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  I have yet to see where in the contract it states that this is part of the sale? I didnt sign for that. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/02/2025

  Ms. ******* We would like to confirm that, per your request, you have been in direct communication with senior personnel at Exploria regarding your concerns. As such, the matters you raised through the BBB have been acknowledged and addressed. Should you have any additional concerns or wish to formally submit further comments, please feel free to mail us at:
  
  Exploria Resorts
  *******************
  Clermont, FL 34717
  
  Please direct your follow-up inquiries to the attention of our Consumer Affairs team.
  
  The BBB may now consider this matter closed, as your initial concerns were received, reviewed, and responded to. We appreciate the opportunity to assist you.
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  you cant tell me when I should stop communicating through BBB. I was in communication with *** ******* but I still dont feel satisfied with the resolutions he is giving me. I think the best thing is taking this to court. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint against Summer Bay (Exploria) regarding their refusal to assist in the termination of my timeshare contract despite significant hardships that have made continued ownership impractical.When we purchased our timeshare, we were led to believe it would offer flexibility to travel to various destinations, including my home country, the ***********, and opportunities to enjoy cruises. However, the actual benefits have not aligned with these promises, making the membership largely unusable.Furthermore, our personal and financial circumstances have drastically changed. My husband is now disabled and requires extensive medical care, making travel extremely difficult, if not impossible. As I approach retirement, our financial situation is shifting, and the escalating maintenance fees have become an overwhelming burden. With our household income set to decrease, these increasing costs are simply unsustainable.Despite reaching out to Summer Bay (Exploria) multiple times, I have not received any meaningful assistance in exiting my contract. Given the hardships we are facing, I am requesting the BBBs assistance in urging the resort to allow us to terminate our timeshare contract.I appreciate your time and attention to this matter, and I look forward to your help in securing a fair resolution.

  Business Response

  Date: 03/12/2025

  Mrs. ******* thank you for reaching out to the Better Business Bureau with your concerns. Please know that we appreciate your loyalty over the past 17 years. As part of Club Exploria, you were automatically enrolled into Exploria Marketplace which provides you with access to flights, resorts, hotels, cruises, and car rentals. In addition, you have access to *** where you could exchange your vacation interest to destinations like the ***********. Our *************** team is available to provide you with assistance on the best way to utilize your vacation interest. They can be reached via email at ****************************************** We truly understand that life circumstances can change unexpectedly, and we empathize with the challenges youre currently facing. Medical issues and financial burdens can undoubtedly make managing commitments more difficult. While we recognize the difficulties youre experiencing, its important to note that entering a contract establishes obligations that both parties are expected to uphold.Canceling a contract outright is not typically an option, but we are here to help explore alternative solutions. We encourage you to reconsider options such as transferring your Vacation Interest to a family member or friend or working with a reputable third party to assist with a resale. Our ***************************** is also available to discuss payment assistance programs that may be available. They can be reached by calling **************. Thank you for allowing us the opportunity to address this matter. 

• Initial Complaint

  Date:02/27/2025

  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 purchased Exploria resorts membership back on November 15th, 2015. Salesperson interaction with me was very pushy. I have declined the offer several times but they still insisted on purchasing it. Salesperson did not explain the contract in detail and especially that there is no way to end the contract.The credit card was opened in my name since I was not able to pay the price in full. Overall, I have spent more than $20 000 in the last 8 years. I attempted to cancel several times since I was not able to continue paying for the annual fee and have not used the resort. However, Exploria replied back that it is not possible to end the contract. The service did not meet expectations. Whenever I was trying to make a reservation at an affiliate resort, they replied that it was already booked for that date. In summary, my experience with Exploria Resorts has been a nightmare. The promises made to me were designed to deceive and exploit unsuspecting individuals like me. I can no longer in good conscience allow my loved ones to stay at a resort that is unsafe and untrustworthy. Exploria Resorts collectively needs to step up and hold themselves accountable for their deceptive practices and provide restitution to those you have wronged.

  Business Response

  Date: 04/16/2025

  Ms.Motalava, thank you for reaching out to the Better Business Bureau with your concerns. As you are currently represented by outside counsel, we are unable to address this matter directly through this platform.  To ensure that your rights are properly safeguarded, and the matter is handled in accordance with legal protocols, it is important that all communication regarding this issue be directed through your attorney.

• Initial Complaint

  Date:02/18/2025

  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 reached out to Club Exploria to upgrade my contract. Once we had come to an agreement to purchased additional Expos, I was told by sales that legal informed them they could not proceed with the upgrade. I was then reached out to by legal as they wanted to gather information. I had requested prior to my last contract upgrade I might add, to not be added on their auto dialer system related to my loan and dues account. This apparently has caused them to not want to do any further business with me, simply because I do not want to be called 20xs a day by their auto dialer when you miss a payment or go more then a day late. I love my ownership and all I want is to upgrade my contract so I can continue to enjoy my ownership and vacations with my family.

  Business Response

  Date: 02/21/2025

  *********
  
  We appreciate your patience in allowing us additional time to conduct a review of your account history and provide you with a formal response. We have confirmed that a representative from Exploria Resorts has recently responded and communicated with you directly regarding your request.
  
  Should you have any additional questions, please feel free to contact us again.
  
  Thank you for sharing your concerns. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22956738
  
  I am rejecting this response because: I have yet to hear from anyone regarding my issue. Please contact me at ************.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/03/2025

  Thank you for reaching out to us in follow up to your concerns.  We have contacted the complainant directly and have worked together to reach an amicable resolution. We appreciate the opportunity to assist and address any concerns. If further support is needed, please dont hesitate to contact us directly. 

• Initial Complaint

  Date:02/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the inadequate accommodations and discriminatory treatment I received during my recent stay at your resort. As a disabled military veteran with severe medical conditions, I rely on specific accommodations for my safety and comfort. Unfortunately, my experience at Summer Bay Resort was distressing and left me feeling neglected and discriminated against.I made a reservation for a handicap-accessible house (number 28) from December 24, 2024, to January 3, 2025. Upon arrival, I was informed that my accommodation had been changed multiple timesfirst from house 28 to house 601, and later to non-handicapped houses 324 and 363. These changes were made without consideration of my disability, and none of these houses had the necessary ***************** a wheelchair-bound individual with quadriplegia, COPD, emphysema, asthma, and post-surgical issues from cervical stenosis surgeries, I require accessible features to navigate my environment. The houses I was moved to lacked essential modifications, such as accessible bathrooms, showers, toilets, and wheelchair accessibility under vanities. Additionally, the toilet height was inadequate, creating further difficulty. These shortcomings resulted in an unsafe and painful experience, worsened by the cold weather.Furthermore, the resorts handicap van was inoperative, and I was transported in a wheelchair on a golf cart, which was unsuitable and unsafe for my condition. There was no effort to ensure my safety and ********** a long-time owner at the resort, I am deeply disappointed by the lack of care for disabled guests. The treatment I received violated my rights and felt discriminatory. I am considering legal action and the sale of my ownership due to these ongoing issues. I request an urgent response and action to remedy this situation.Sincerely,***** ******** *****************

  Business Response

  Date: 05/29/2025

  ************ thank you for contacting the Better Business Bureau regarding your concerns. According to our records, a representative from our office has been in contact with you to address the matter. Please be assured that we are continuing to thoroughly review and investigate this matter. Additionally, we have scheduled a follow-up call with you next week to discuss our findings in relation to your concerns. Thank you once again for bringing your concerns to our attention.

• Initial Complaint

  Date:01/09/2025

  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.

  On January 10, 2024, Exploria Marketplace contacted me to renew my membership for three (3) years in advance for $537.00 in exchange for a Seven (7) night stay in a luxury resort in ******, ******. This transaction also included the surrendering of my accumulated Reward Credits. Exploria Marketplace is not honoring its agreement to give me the seven night stay in a *************************************. The agreement was that I would pay my membership fee in advance for three years and relinquish my accumulated Reward Credits with Exploria Marketplace and I would receive a Vacation Certificate for a seven night vacation in ******, ******. I received my Vacation Certificate, however, every time I called to redeem my Vacation Certificate I was asked to pay for the vacation. When I attempted to speak to someone concerning this matter, I was transferred from one party to another. No one I spoke to attempted to resolve the issue, but would transfer me to another party. Sometimes I would be put on hold until the connection disconnected. I have been trying to resolve this matter for several months without any satisfaction. Exploria Marketplace has been running me around in circles and I have not spoken to anyone who even attempted to resolve my problem. I would appreciate any assistance you can give to me to obtain the seven night stay in a luxury resort in ******, ******.

  Business Response

  Date: 01/14/2025

  *** *****,thank you for reaching out to the Better Business Bureau with your concerns.Kindly note that the renewal and certificate you are referencing was offered by *******, separate and independent third-party entity. Any discrepancies should be addressed directly with them. You can contact them directly at ************** or to make reservations you can call **************. However, we have forwarded your concerns to their ****************** to assist you further. 

  Customer Answer

  Date: 02/03/2025

  This complaint has not been resolved.  The reason I had not responded was because I could not get into BBB's response module.  I contacted BBB several times regarding this situation and did not get a response.  Again, this matter has not been resolved.  If there is anything further you need from me, Please advise.

  ******* *****, Complaint #********

  Cell Phone:  ************     Home:  ************       ***************************************

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a timeshare with RCI Summer Bay and after upgrading to Exploria Resorts, I was lied to, misled about fees, and stuck with a worthless contract. I havent been able to use it and want out.Exploria Resorts response to my cancellation requests is unacceptable. They refuse to take responsibility for the lies and pressure tactics used during their sales presentation. I was misled into believing this timeshare was a great deal, but its been nothing but a financial nightmare.The so-called ten-day rescission period they keep mentioning wasnt properly explained to me. I was rushed through the process and pressured into signing before I could fully understand what I was getting into. Now theyre hiding behind technicalities to avoid doing the right thing.Their claim that Im delinquent is a distraction from the real issue: they sold me something that doesnt work and isnt worth what they promised. Im not going to keep throwing money at a product thats been a disaster from day one. Suggesting I resell it is insulting, knowing how impossible it is to sell a timeshare like this.This entire experience has caused me nothing but stress and financial hardship. Explorias refusal to cancel my contract shows they care more about squeezing money out of people than treating their customers fairly. They need to stop making excuses, cancel this contract, and end this nightmare. I will not let them continue to take advantage of me.If Exploria continues to deny my request to cancel, I will escalate this matter. I am fully prepared to involve legal services and take my complaint to other consumer protection agencies. Explorias refusal to act ethically will not stop me from seeking justice. I need Exploria to know that I will NEVER make any more payments to them. They may as well just cancel the contract because they cannot keep it open forever. I will not stop fighting this until I get the resolution I deserve.

  Business Response

  Date: 01/08/2025

  *** *********,thank you for reaching out to the Better Business Bureau with your concerns.Our goal is always to ensure our owners have a clear understanding of the Club Exploria product and that they feel confident in their decision to purchase. In reference to the rescission period, our records indicate that you acknowledged and signed the Purchase Agreement which outlines this timeframe in multiple locations directly above your signature. As shared with you previously,Exploria Resorts does not currently have a buyback or resale program to purchase or accept title to any Vacation Interest. We encourage you once again to contact our ***************************** to learn more about payment options that may be available. They can be reached by calling **************.Our position has not changed, as we must respectfully decline your request for the cancellation of your Vacation Interest. Thank you for the opportunity to address your concerns.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22758319
  
  Your response is insulting and unacceptable. I was lied to, pressured, and tricked into signing this contract, and I wont stop until this mess is resolved. Your refusal to take responsibility for your companys shady practices only makes this worse. For some reason, you keep saying Exploria does not have a buyback or resale program. I DO NOT WANT EXPLORIA TO BUY IT BACK AND I DO NOT WANT TO SELL IT. I WANT IT CANCELLED. I WANT IT GONE. 
  
  Your salespeople told me things that turned out to be lies. They promised me better options and easy access to resorts like ****** and Turks & Caicos. Those places were shown to me during your sales pitch, but when I tried to book, they were impossible to find. Thats fraud.
  
  I was also promised that my home resort in Orlando would stay the same. Instead, you moved me to a rundown resort in ************ without asking me. That was not what I agreed to. This is a bait-and-switch, and you know it.
  
  Your sales presentation was supposed to be 90 minutes. It turned into over four hours of high-pressure tactics. Your team pushed me into signing by ******* me and feeding me false promises. They lied about inventory, lied about fees, and lied about transferring my *** points. I was never given the chance to fully understand what I was signing because of your manipulative tactics.
  
  You say I was informed of the terms, but I wasnt. Your team made sure of that. This wasnt an informed decisionit was a trap. On top of that, your rising fees have made it impossible to afford this, especially after the pandemic. Maintenance fees jumped from $954 in 2019 to $1,300 in 2023. Youre bleeding families dry, and you dont care. I promise I will NOT be reaching out to ****************** ever because I will not pay Exploria one single *****. Why would I give money to a bunch of thieves and liars? You've already stolen from me enough. 
  
  This isnt buyers remorse. Its me fighting against a company that lies and preys on people. ****** this contract now. If you dont, Ill keep fighting. Ill take this to every authority I can until I get justice. I will take this to court if necessary.
  
  Fix this. Now.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/14/2025

  *** *********,we understand that you remain dissatisfied with our response. After carefully reviewing your account history and past communications, it is clear that we have thoroughly addressed your concerns on multiple occasions. Regarding the sales presentation you attended six years ago, we would like to clarify that Exploria Resorts consistently provides clear and transparent disclosures in all advertising. For example, we note that a typical timeshare sales presentation lasts approximately 90 minutes. If a purchaser decides to proceed with a purchase at the conclusion of the presentation, the purchase process may take additional time. This process includes discussing pricing and purchase options,providing information on *** and other exchange programs, processing applications, obtaining credit reports, preparing contract documents, and completing the closing process with a Verification Officer. Unfortunately, the exact duration of the purchase process can vary, and we make no representations regarding how long it may take. Additionally, we would like to remind you that attendance at the sales presentation was entirely voluntary. The agreement you entered is legally binding, as evidenced by your signed acknowledgment of the terms and disclosures provided. Finally, regarding reservations at resorts and destinations outside the Exploria Resorts portfolio, we encourage you to explore exchange options that allow for reservations beyond our network.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22758319
  
  I am rejecting this response because:

  Your response does not address the core issues of my complaint and doesn't address all the deceptive practices! You know for a fact that I was lied to by your salespeople. But because a lot of it was said verbally and not in writing, you dodge accountability and point to the signed papers. Exploria should be ashamed of themselves. 
  
  You say Exploria provides clear and transparent disclosures, but my experience doesn't agree with you. Again, the sales presentation lasted far longer than the promised 90 minutesover four hoursand was filled with high-pressure tactics, misrepresentations, and false claims. This was not a voluntary or transparent process. They kept telling me I had access to high-demand destinations like ****** and Turks & ******, which were later unavailable when I tried to book. Additionally, I was lied to about the location of my home resort, which was moved to ************ without my knowledge or consent.
  
  Your claim that the purchase process duration varies does not justify the excessive time I was held in the presentation. The pressure Exploria used to get me to sign was UNACCEPTABLE. Also, while you emphasize my acknowledgment of the terms, the rushed and overwhelming manner in which the contract was presented left me without a clear understanding of my rights, including the rescission period. This tactic is deliberate and predatory.
  
  Your suggestion to explore exchange options is not relevant!. My main complaint is about the fraud and the misleading practices used to sell the timeshare, not the limitations of the exchange network. The rising maintenance fees and lack of promised value show that this agreement has caused financial and emotional harm. You are hurting me in more ways than one. 
  
  This is not just about dissatisfaction; it is a demand for justice. I am not accepting your response and I will not accept anything from Exploria until you cancel the contract. Again, I'm not going to stop and will escalate this as much as I possibly can. I will spread the word to everyone I know about how predatory Exploria is. I will go to every social media platform to complain. I will take legal action if I need to. 
  
  Cancel my contract immediately.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since purchasing the timeshare, we have not had the opportunity to use it at all. During the sales presentation, which lasted over three hours, we were led to believe that we could combine points, but we were not informed that the points would expire. This lack of information has prevented us from fully utilizing the timeshare.Additionally, we were told that the points could be used at ****** properties, but we have been unable to find any information on how to do so. This has been both misleading and disappointing. We were also unaware of the rescission period, which would have allowed us to cancel the timeshare within a specific timeframe without ************ make matters worse, we were not informed about the club fee that is combined with the maintenance fee, significantly increasing our overall costs. The sales representatives were very persistent during the signing process, pressuring us into committing to the timeshare without providing full transparency about the fees and conditions.Our financial situation has also drastically changed since the purchase. My partner, *******, had to retire due to a work injury, and for the past three years, we have been living on a single income. This has made it nearly impossible for us to continue affording the timeshare.Considering these circumstances, I am requesting the cancellation of our timeshare contract with Summer Bay Resorts. I am willing to cooperate in any way necessary to resolve this matter promptly and amicably.Thank you for your attention to this issue. I look forward to a timely response and resolution.

  Business Response

  Date: 01/06/2025

  *** ********,thank you for reaching out to the Better Business Bureau with your concerns.Our records indicate that you purchased your Vacation Interest in 2015. At that time, Summer Bay Partnership was developer, and therefore, we cannot recreate conversations that took place during your sales presentation in 2015. With your Exploria Points (EXPOs), you have access to the Club Exploria Resort Portfolio which has over 49 resorts to book reservations. In addition, through ***, the exchange company, you would have access to certain ****** ************* you must be aware, ****** properties are very popular and based on availability, therefore you would need to plan to book your reservations accordingly. At time of purchase, you were provided in writing ten (10)calendar days to review and cancel. We truly understand that life circumstances can change unexpectedly, and we empathize with the challenges youre currently facing, however, Exploria Resorts does not currently have a buy back or resale program to purchase or accept title to any Vacation Interest. Your account remains active, and you are still responsible for your financial obligations to Exploria Resorts.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22709763
  
  I am rejecting this response because:

  We were unaware of the rescission period, which would have given us the opportunity to cancel the timeshare. Had we known about it, we would have taken action to cancel immediately. Instead, we feel trapped in this situation.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/10/2025

  *** ********,thank you for your feedback regarding the rescission period. The rescission period is outlined within your Purchase Agreement in multiple locations directly above your signature in bold font pursuant to Section 721.07(6),Florida Statutes. All relevant information was communicated at the time of the execution of your purchase. We encourage you to contact our ***************************** to discuss payment options that are available. As mentioned to you previously, Exploria Resorts does not have a buy back or resale program to purchase or accept title to any Vacation Interest therefore your account remains active. Thank you once again for the opportunity to address this matter.