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 has 5 locations, listed below.

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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

  
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  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:08/10/2022

  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.

  Ive attached a detailed letter about my problem.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/11) */
  Mr. ********, thank you for reaching out the Better Business Bureau regarding your concerns with Exploria Resorts and allowing us the opportunity to respond. Our records indicate that you upgraded your timeshare in 2015. You were provided with a ten (10) day period to review all the Purchase Documents to ensure understanding of the purchase terms and determine if you would want to proceed with keeping your contract. The-ten day right to review the documents and rescind without penalty is outlined in multiple documents in which you acknowledged and signed. Our records indicate that we did not receive a written cancellation request from you within the ten-day recission period. Therefore, we must respectfully deny the request for a late recission or cancellation of your purchase. We would also like to remind you that attending a sales presentation is completely voluntary and you were able to leave at any time during the presentation. As mentioned to you in previous correspondence, Exploria Resorts does not currently have a program to purchase or accept title to any vacation interest. However, Exploria Resorts does have payment assistance programs to help members and owners who experience financial difficulty caused by the unexpected. These programs are designed to provide temporary relief, so that you can maintain your financial obligations until your situation improves. Please contact our Financial Services department to learn about alternative payment plans. SAs you have also expressed concerns with your reservation booking experience, we encourage you to contact our Member Services Department. Our Member Services department is available with information and assistance regarding concerns of membership and can answer inquiries about rental, exchange, and banking usage. Member Services can be reached at [email protected], (800) 654-6102 or (321) 203-5203. Member Services is available Monday - Friday 8:30 am - 6:00 pm, Saturday 8:30 am - 5:00 pm (ET). Thank you once again for allowing our office an opportunity to review your concerns and provide a response to the matter.

• Initial Complaint

  Date:08/08/2022

  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.

  
  To whom it may concern;
  We would like to submit a complaint against Exploria Resorts. We have reached
  out to them on multiple occasions requesting they cancel our timeshare with Grand
  Seas Resort. We asked them to deed our property back with their Surrender Program
  due to our timeshare was destroyed in the 2017 hurricane and we have not been able to
  utilze our ownership since then. When we brought this to their attention, they told us
  that program is not viable, but we Found online that other owners received this and we
  were not aware that it even existed at that time. We asked them to honor this as they did
  the other owners, so we can move Forward.
  We would appreciate your help and look Forward to a resolution From this.
  
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Mr. and Mrs. ******** thank you for reaching out to the Better Business Bureau with your concerns regarding Grand Seas Resort. We appreciate your loyalty over the years, and we welcome your feedback. Please be advised the resort is fully operational and has been for quite some time. While the effect of Hurricane Irma impacted some of the operations at the Resort, we provided our owners alternative options to vacation with us at other sites. Upon completion of any required repairs, we have been welcoming owners back to the Resort over the past four years. Our records indicate that you have utilized your Vacation Interest on multiple occasions with us. We also show that you recently stayed at Grand Seas Resort. Please be advised that in prior years there may have been options upon qualification, to be considered for an opportunity to relinquish. Since 2020 and due to the pandemic, Exploria Resorts no longer has the same options available. You may consider selling your timeshare Vacation Interest, understanding that your mortgage is not transferrable and must be satisfied prior to any sale.Upon considering the resale and/or transfer of your timeshare Vacation Interest, we encourage and caution you to carefully review the timeshare transfer company you elect by researching the entity and reading reviews and advisories regarding the entity. Since you desire release of your Vacation Interest, you may reach out to a reputable and legitimate timeshare resale company, such as Timeshares Only. Timeshares Only is both trusted by ARDA and accredited by the BBB, with an A+ BBB rating. Timeshares Only is independently owned and operated and has no affiliation with Exploria Resorts, though they are our featured reseller due to their familiarity with our product. Please feel free to contact them directly at XXX-XXX-XXXX to discuss their available programs. Thank you for allowing us the opportunity to address your concerns.

• Initial Complaint

  Date:08/04/2022

  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.

  We are submitting this complaint against Exploria Resorts. At the time of our purchase, many sales agents were hyping up what a great deal this would be. We were at the meeting for over two hours before we were pressured into making a purchase. The worse decision of our lives. We were on the point system, and many times nothing was available, which was one of the selling points that I could go to anytime, which was proven wrong. The housekeeping at the units was not to our standards on more than one occasion. We had to change units several times. The sales team used high-pressure sales tactics and misrepresented the timeshare ownership to us. As a result of the high pressure, we were worn down and felt that we were not at liberty to do anything other than concluding the presentation with a purchase. We have reached out to Exploria Resorts multiple times to inform them of your dissatisfaction and request to relinquish our ownership. They continue to send us the same response denying our request and offering us no assistance. We also received an email from the Member Services Dept. stating they can choose to no longer respond to us.
  We are disappointed in this company's lack of customer service and lack of concern for the issues of our timeshare. Nothing that was promised to us during the time of our purchase has come to fruition. We have faithfully paid off our timeshare even though we are unhappy, and Exploria has not honored their end of the deal. Exploria advised us to sell our timeshare. However, there is absolutely no market for selling timeshares, and it seems that terminating the contract is our only option. They also claim that we were afforded a 10-day cancellation disclosure at the time of purchase. However, we were NEVER informed that we were afforded these days. Their sales team failed to provide us with pertinent information that we needed to know. Exploria is not taking us seriously, so we have no other choice but to take this matter publicly.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 9, 2022/08/15) */
  Mrs. *******, thank you for contacting the Better Business Bureau regarding your experience with Exploria Resorts. We welcome the opportunity to address your concerns once again and please note that we do take all of our complaints seriously. As mentioned to you in our correspondence dated June 13, 2022, and July 7, 2022, records reflect your purchase of a vacation interest in 2007. However, Exploria Resorts was not the owner at that time and therefore we are unable to recreate your expressed point-of-sale experience. Therefore, review of your contractual documents was crucial in establishing the best understanding of how the product was represented to you per your signed acknowledgment of said documents. While we sincerely regret your expressed dissatisfaction, according to our research, no evidence was found to support allegations of intentional and/or false sales misrepresentations. Again, records verified that proper documents were supplied to you highlighting the terms and conditions of your timeshare as demonstrated per your signed acceptance of such. In particular, the provision for the ten (10) day cancellation period is located directly above your signature in bold and according to our records written disclosure was not received from you to cancel this contract within the ten-day period. In summary, it was explained to you multiple times that Exploria Resorts does not currently have a buy back or resale program to purchase or accept title to any vacation interest. Consequently, your request for the relinquishment of your timeshare has been denied and your account will remain active. As you are seeking release of your timeshare, you may reach out to a reputable and legitimate timeshare resale company, such as Timeshares Only. Timeshares Only is both trusted by ARDA and accredited by the BBB, with an A+ BBB rating. Timeshares Only is independently owned and operated and has no affiliation with Exploria Resorts, though they are our featured reseller due to their familiarity with our product. Please feel free to contact them directly at 800-218-1993 to discuss their available programs. Thank you for allowing us the opportunity to address this matter.
  
  
  Consumer Response /* (3000, 11, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You claim that you do take complaints seriously, but if that were the case, then you wouldn't be sending us the same templated responses each time. Your research may have concluded that we were given a full and fair disclosure at the time of purchase, but if that is the case, then your research is completely flawed because there is nothing full and fair about being blatantly lied to and rushed through a closing process without knowing that we were signing a contract that says something completely different than what was originally agreed upon. A consumer should never have to second guess what they are signing if they are dealing with an honest, reputable company.
  
  Again, you bring up the 10-day cancellation period. What reputable company allows someone only ten days to look through a complicated, multi-page contract they were not permitted to read through before signing? Please explain how we would have ten days while we were out of town to review the contract. Our main issue is that your sales representatives did not inform us that we were afforded these days to review and decide to cancel.
  
  We are not interested in listing our timeshare for resale as it has ZERO market value. We are demanding your company to take back the timeshare and release us from the contract NOW!
  
  
  Business Response /* (4000, 13, 2022/08/18) */
  Mrs. *******, The ten-day cancellation period is pursuant to Section 721.07(6) of the Florida Statutes. As a reminder, your signature is located directly below the disclosure which is bold font. Again, no evidence was found to confirm your alleged claims of misrepresentation. The evidence that was found in our investigation surrounds your signed acknowledgment and understanding of the terms and conditions in the purchase documents. Consequently, we must respectfully deny your request for relinquishment of your vacation interest. Thank you once again for allowing us to provide you with our official findings to this matter.