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:07/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Representative:I would like to place a complaint against Club Exploria, LLC. I would like an investigation open against them for illegal business practices. Please see the companys correspondence to us and our response to them dated December 21, 2023. I also, made a complaint in the ********* of **, but have not heard anything from them.If you have any questions, I can be reached by mail, telephone number ************ or email at ********************************,*************************

  Business Response

  Date: 08/12/2024

  ****************,thank you for reaching out to the Better Business Bureau with your concerns.Please be advised that our records indicate that a response was sent to the ************************************** and a copy of that correspondence has been uploaded for your convenience. In addition, we responded to you directly on multiple occasions, most recently on June 26, 2024. ****************, we encourage you once again to contact our ***************************** at ************** to learn about options that are available to you. Thank you for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22049749
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/12/2024

  Good afternoon BBB Representative,

  My only concern at this time, is I consistently have asked for a surrender letter to which the financial representative of Exploria have stated it had been sent to my home address, but no forms have been received. Every day, I get a call requesting the maintenance fees. This has been going on for about four months. Today, again I request the surrender documents. 
  

  Sincerely,

  *************************

  Business Response

  Date: 08/14/2024

  ****************,thank you once again for reaching out to the Better Business Bureau. We would greatly appreciate your patience and understanding as we review your accounts.This process does take time, and we want to ensure that everything is accurate and is thoroughly reviewed and properly processed. Thank you for your cooperation as we work to resolve your concerns.

  Business Response

  Date: 08/16/2024

  ****************,thank you once again for reaching out to the Better Business Bureau. We would greatly appreciate your patience and understanding as we review your accounts.This process does take time, and we want to ensure that everything is accurate and is thoroughly reviewed and properly processed. Thank you for your cooperation as we work to resolve your concerns.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22049749
  
  I am rejecting this response because:

  This response is vague, unclear. Since December 2023, there should have been a resolution. I am still waiting for the companys surrender documents. There are constant calls, request maintenance fees, however, when I request the surrender documents, they state it will be sent. To date, no written communication. 

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

  Business Response

  Date: 08/26/2024

  ****************,thank you once again for reaching out to the Better Business Bureau. As mentioned previously, we would greatly appreciate your patience as we review your accounts. Our goal is to provide you with thorough and accurate information, and were taking the necessary time to ensure you receive the proper documentation. We have prioritized your request, and documents were sent to the address on file on August 22, 2024. Thank you for your cooperation as we work to resolve your concerns.

  Customer Answer

  Date: 09/10/2024

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

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel my contract with Club Exploria for two years, and they have been unhelpful and unresponsive in every way possible.At the time of my purchase, I was assured that there was a buyback program available should I ever want to terminate my agreement. This was an important factor in my decision to buy the timeshare, and I would not have purchased it without this guarantee.In an email dated October 15, 2022 (attached), Exploria acknowledged that they did, in fact, have a buyback program at the time of my purchase. However, they have since claimed that this program is no longer in place and have refused to help me cancel my contract.Furthermore, I received a letter from them on November 9, 2023 (attached), stating that my timeshare had been canceled on June 19, 2014. I then contacted them to demand a refund of all fees I had paid since that time. However, they have since claimed that the timeshare was not actually canceled and have demanded that I pay more fees.I have never used the timeshare and have no intention of paying Exploria another dime. I have tried to work out a solution with them for two years to no avail. They have been unresponsive, unhelpful, and have outright lied to **** demand that Exploria cancel my timeshare agreement immediately, once and for all. Thank you for your assistance in this matter.Sincerely,*****************************************

  Business Response

  Date: 08/20/2024

  Thank you for contacting the Better Business Bureau with your concerns. Please be advised that Exploria is not affiliated with ************************************* and therefore, we cannot respond to your concerns regarding your timeshare ownership with this company.  Our records indicate that we have been in contact with you on multiple occasions through various forms of media. In addition, our records indicate that you purchased your timeshare on August 30, 2003 with the previous developer. As such, we cannot recreate conversations that took place at the point-of-sale in 2003, we have relied on your signed and acknowledged purchase documents for a better understanding of how the product was sold. Our review of how the purchase was conveyed in 2003 indicates that appropriate disclosures were provided at the time of purchase. You were extended a ten (10) calendar day rescission period to determine if you wanted to cancel your Vacation Interest. We have no record of your contacting the developer within the ten (10) calendar day rescission period with a request to terminate your purchase.As mentioned to you in previous correspondence, your original account was transferred to a new contract number and your husbands name was removed by a Quitclaim Deed which you prepared and was recorded with the State of Florida.Your original account was cancelled by way of the transfer. Your account remains active, and your account is delinquent. We encourage you to contact our ***************************** at ************** to learn about payment options that may be available. Thank you for allowing us the opportunity to address this matter.
  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22014881
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 9/18/2024 2:20:17 PM
  Not only are they not honoring the buy back program promise, they have been billing me for a second contract that I did not sign and had no knowledge of. The only thing I have signed since purchasing was a ********* deed while going through my divorce to have my ex husbands name taken off of this. Nowhere on the ********* deed does that state the contract # will change, and they refuse to provide me with any information on the second contract. I have documents of them letting me know the contract was cancelled in 2014 but I am still being billed for 2 contracts that I should not own! They let me know the contract in 2014 was cancelled due to the ********* deed but that was recorded in 2011, so nothing they are letting me know does not add up. I really need some answers and for them to just cancel everything out so I can stop stressing about this and all the fees I am having to pay when they let me know I owned nothing! 

  
  

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

  Business Response

  Date: 09/19/2024

  Ms. ***** **********, thank you once again for contacting the Better Business Bureau with your concerns. Our records show that you have been in contact with multiple departments within Exploria Resorts who have been assisting you with your contracts. You have been provided with your original contract and copy of the deed that was recorded giving you sole ownership. Because the ownership was transferred to you, there was a new contract number generated to reflect that update to the ownership record. No new contract documents were generated or signed, and the terms and conditions of the original contract still apply to your new contract number. This was only a systematic change. As explained on multiple occasions, Exploria Resorts does not have a buyback or resale program, nor are we required to do so. Your account remains active, and your account is delinquent. We encourage you to contact our ***************************** at ************** to learn about payment options that may be available. Thank you for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22014881
  
  I am rejecting this response because:

  The dates of this transfer simply do not add up as I signed the Quitclaim deed on 11/17/2010 and on the response back from Exploria on 1/19/2024 that the original contract number *****-1 had been transferred in 2011. Further communication from your company on 11/9/2023 states our contract # *****-1 was cancelled in 2014. Moving further in our communications on 1/19/2024 it states my timeshare interest of contract # *****-1 was transferred to vacation interest ******. Another response from your company on 5/23/24 letting me know my vacation interest # *****-1 was transferred to ******. So again, I am requesting a release based on all of the above misleading information as nothing is adding up and none of the dates are accurate and I have seen no proof of any of the clarification at this time. 

  I am request a full release from this contract as this does not seem right and I feel as if I am being taken advantage of. 

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

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,Approximately 20 years ago, I visited Summer Bay Resort near Orlando and was coerced into purchasing a timeshare following a prolonged sales presentation that exceeded the promised duration. Despite assurances of benefits and rental income opportunities, I have faced escalating maintenance fees and challenges in booking accommodations. Subsequent meetings led to additional financial commitments, including the purchase of a second unit. Managing two units has proved overwhelming, with limited availability for exchanges and rentals.Recently, I attended an "owner update" meeting where I learned that the beachfront unit I owned was being sold, pressuring me into purchasing another unit at a "special price." Now burdened with two units, one still under mortgage, I am struggling with financial strain and regret over these decisions. Despite attempts to rent out my units, the process has been complicated and uncertain, adding to my frustration.With maintenance fees continually rising and little assistance forthcoming from the Exploria Family, I am urgently seeking resolution to exit my timeshare agreements and alleviate the ongoing financial and emotional toll. I appeal to your assistance in facilitating a fair resolution to this matter.Sincerely,**********************

  Business Response

  Date: 07/30/2024

  ************, thank you for reaching out to the Better Business Bureau with your concerns. First and foremost, we appreciate your loyalty over the past 20 years. As a preliminary matter, Exploria Resorts was not the developer when you purchased and therefore, we cannot recreate conversations that took place at your initial point-of-sale. Our records do indicate however, that you have acknowledged and signed the Purchaser/Member Beneficiary Acknowledgement that does state:Purchaser(s) acknowledge that this Vacation Interest is being purchased for their own personal vacation use and enjoyment and not because of any financial or monetary advantage such as rental income, price appreciation or tax advantage.  ************, our *************** team is available to assist you with all your booking needs and exchange requests. You can contact them directly at ******************************************** far as your financial obligations to Exploria Resorts, we encourage you to contact our ****************** team at ************** as they can discuss payment options that are available. Thank you for allowing us the opportunity to review your accounts and provide a response to this matter.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21996646
  
  I am rejecting this response because: Dear Exploria Resorts,
  
  Thank you for your detailed response to my BBB complaint and for acknowledging my 20 years of "loyalty." I appreciate the clarification regarding Exploria Resorts not being the developer at the time of my purchase. I understand that historical records might not fully reflect the specifics of my situation.
  
  I also recognize the reference to the Purchaser/Member Beneficiary Acknowledgement that I signed. Reflecting on the initial sales pitch, I recall promises of rental income, price appreciation, and tax benefits that have not materialized as expected.
  
  While I appreciate the offer of assistance from your *************** and ****************** teams, I would like to be clear that my primary concern remains unresolved. I am seeking to be released from my timeshare contract. Given the ongoing difficulties and the disparity between the promises made and my actual experience, I believe that this is the most appropriate resolution.
  
  Thank you for your attention to this matter. I look forward to your response and hope for a resolution that aligns with my request.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/06/2024

  ************, thank you for your feedback to our response on the Better Business Bureau site. While we regret this post has stemmed from your continued expressed dissatisfaction with your Vacation Interest, it was explained that Exploria Resorts does not currently have a buy back or resale program to purchase or accept title to any Vacation Interest. We further confirmed that you were provided with a ten (10)calendar day rescission period at the point of sale to determine if you wish to cancel your Vacation Interest purchase. ************, no evidence was found to support your alleged claims of misrepresentation as you were provided with appropriate disclosures surrounding the terms and conditions of your purchase.Since you are well past your opportunity to rescind your purchase, our position on this matter has not changed and we must respectfully decline your request for the cancellation of your Vacation Interest. Once again, we encourage you to contact ****************** team at ************** as they can discuss payment options that are available. Thank you for allowing us the opportunity to review your account once again and provide a response to this matter.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation for 6/21/2024-6/27/2024. I arrived to the hotel room and immediately there were issues from begining to end. when i first got there there was no toilet paper. Then in the bathrooms we had NO SHOWER CURTAINS!!! I called to the front desk and didnt receive them until the next day. The worst part is intstead of knocking on the door and putting the curtains up the just left them on the floor and i had to install it myself which is not my job that shouldve been done before i checked in. then the toilet did not work. i called someone came said it was fixed the next time we used it it was clogged again. someone came again and said that the main line was clogged and they needed a differnt company to come out. so that was not fixed for about 3 days. on top of this the first time i went to use the dishwasher there was a bunch of water sitting in it so that needed to be repaired as well. If all of this was not bad enough the room had roaches. including babies meaning its infested. absolutely DISGUSTING.

  Business Response

  Date: 07/18/2024

  ****************,
  
  Thank you for reaching out to the Better Business Bureau regarding your recent stay, and for taking the time to share your experience. We are truly sorry to hear that your stay did not meet your expectations. This is not reflective of the quality of service we strive to provide our guests. To address this matter, we reached out to multiple departments at Exploria Resorts. According to our records, immediate steps were taken by both our Housekeeping and Engineering teams to help addressed your concerns, and you confirmed that you were satisfied with the resolutions. In reference to the shower curtain request, we apologize if there was not one in the unit at the time of arrival. Your contact and request were received at 9:08 a.m. and a curtain was delivered to your unit at 9:21 a.m. Unfortunately, it our business policy that our Housekeeping staff does not enter a unit without consent of our guest. Our staff arrived, knocked and noted no response, therefore leaving the delivery at the front door of the unit. Subsequently, all other inquiries received for tissue paper, soap and concerns regarding the dishwasher were all received, addressed and resolved promptly, receiving your confirmation of resolution. Additionally, our records reflect that our Resort Ops team offered the opportunity to relocate you to a different unit, and you graciously declined, having been already settled in and preferring to remain in the same unit. Please be advised that we will take corrective actions to prevent similar occurrences in the future. As we addressed all of your concerns in a reasonable manner, we must respectfully decline your request for a refund. Thank you for bringing this to our attention.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21945373
  
  I am rejecting this response because:
  
  Not having a toilet work for days is not an immediate address. And what about the ***** infestation? I want a refund a partial refund for half the money. The hotel was infested with roaches as you see in my photos. If you do not refund the partial amount of half I will dispute with my credit card company showing them all the same photos and videos. Preventing these things from someone else does nothing for me. I paid money for a level of experience put forward by your company if you did not deliver that than I should receive half my money back. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/23/2024

  ****************, Thank you once again for reaching out to the Better Business Bureau regarding your recent stay. Unfortunately, we have no record of any calls or contact from you with our Front Desk or ***** Services regarding a report or incident involving bugs.Rest assured, our staff would have immediately addressed the matter and offered to relocate you to another room. We understand that the summer months in Florida can lead to unwanted pests entering rooms, and while we do not believe this warrants a full refund of your stay, we would like to offer a refund for three nights as compensation for the inconvenience you experienced during part of your visit. Please allow for 15 business days for this refund to process and appear back on the credit card used for your reservation.  Thank you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 07/23/2024

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

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We tried to use a week at several places listed in Exploria but could never get any place we chose other than the FL resort we stayed, where we purchased this timeshare. We now have medical issues that prevent us from traveling, even driving more that 30 minutes from our home. We've contacted them NUMEROUS times to give back the timeshare to no avail. We are retired & on SS, both disabled and simply can't use it nor afford it. We've sent medical letters from our Drs. explaining these health issues but they just say they can't take it back and we need to keep paying for annual dues and purchase Expos that we'll NEVER be able to use. We don't have any family that we can give our timeshare to so we just need help to give it back to them.

  Business Response

  Date: 06/24/2024

  ***************,thank you for reaching out to the Better Business Bureau with your concerns.All resorts that are part of the Club Exploria portfolio and even those through the worldwide exchange are based on availability. When making a reservation it is important to understand the Reservation Windows as they provide you with the maximum flexibility. Our ****** Services team is available to assist you with how to best utilize your vacation interest by emailing them at [email protected] we do understand that circumstances change, please be advised that Exploria Resorts does not have a buyback or resale program to purchase or accept title to any Vacation Interest. Please note however, that your account is still active, and we encourage you to contact the ***************************** at ************** to learn about payment plans that *** be available. Thank you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21845863
  
  I am rejecting this response because we can no longer travel due to both of us being disabled.  Can't fly, cruise, nor drive more than 25 miles from our home.  We have no family to ***** this timeshare.  I've sent our Drs. letters to Exploria explaining our medical issues but they just keep answering the same way.  We've tried using the timeshare sales sites they recommended and received no offers.  We were not trying to sell it, just give it away and still no offers.  We need to give this back to them and release us from obligations since it's useless to us.  I'm 67 & my husband will be 72, disabled and need to give them back this useless timeshare!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/28/2024

  ***************, thank you for providing your response to the Better Business Bureau. Please know that it is certainly disheartening to learn of your medical hardships. With much respect and empathy surrounding your expressed circumstances, we must regretfully decline your request for the termination of your Vacation Interest as Exploria Resorts does not have a buyback or resale program to purchase or accept title to any Vacation Interest. Once again, we encourage you to contact our ***************************** to learn about payment options that *** be available to you by calling **************.
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21845863
  
  I am rejecting this response because we were pressured into this purchase.  We accepted the 90 min. presentation at this Florida resort, which turned into 3 hours of high pressure sales tactics.  We tried several times to make travel arrangements using our Expos and could never get to any place we requested.  The only thing that was ever available was the same Florida resort where we purchased this timeshare.  Now we can't even travel at all.  It's just useless!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2024

  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.

  We initially visited Exploria Resorts in 2015. We are a military family, and a fellow active duty soldier allowed my husband to use his timeshare; but we had to attend a sales presentation. At the time, we were not sure if my husbands active duty commitment would allow us to use a timeshare. We were assured by the sales manager that if it didnt work out, we could sell it back. We had no reason to question him, because he showed us an inventory of units that they had acquired from former owners.In 2019, we realized that the timeshare did not work with our military lifestyle. Our fees started at about $500 and steadily increased each year (it is now $1300); and my husbands military service commitment would not allow us to utilize it. When we called back, after several attempts, we were finally connected to a sales manager that said the buyback program, no longer existed.We are aware that we signed a contract, however, what we didnt realize is that there is a Military Lending Act that protects the rights of military service members. The ************************** encourages us to try to work with the company first, before filing a complaint with them. The contract should have never been presented to us, after we told them we were an active duty military family.For the past three years, we have adamantly asked to be released from our contract. We dont want to keep paying fees for a vacation package that continues to have increased fees and cannot be used. There are several recorded calls this year, where we are explaining our situation, and we have been passed around. Although we were initially told that we could sell it back, after spending over $20,000 for the timeshare and fees, we are asking that you just release us.*** and Serenity Coats

  Business Response

  Date: 06/20/2024

  Mr. and **************, thank you for reaching out the Better Business Bureau with your concerns. Our records indicate that you are the Member Beneficiaries of 239 Biennial Exploria Points having purchased from Summer Bay Partnership on July 10, 2015. As a preliminary matter, Exploria Resorts is the successor declarant of Summer Bay Partnership. Unfortunately, as we cannot recreate the conversations that took place at the point-of-sale in 2015, review of the purchase documents you acknowledged and signed is paramount in determining the best understanding of how the product was sold. Please be advised, that a military ID was not presented at the time of purchase nor is there a mention that you were in an active-duty status. We would need to receive a copy of your orders indicating that you were reporting for active duty as of July 10, 2015, for 334 days of duty. Once that information is provided, we can further investigate your complaint. Please be advised however, that Exploria Resorts does not have buyback or resale program to purchase or accept title to any Vacation Interest.Your account is still active and as of the date of this post, your account is delinquent. Therefore, we encourage you to contact our ***************************** at ************** to learn about payment plans that *** be available. Thank you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21839584
  
  We are rejecting this response; because not only did we show our military IDs, but my husband also listed his military branch as his full time employer and his occupation as an active duty military service member to get approved for the loan. It is odd that none of those initial records show that, when he had to list it on financial documents and was thanked repeatedly by the sales representatives and other staff members for his service.
  
  The recorded calls to collect this year's HOA fees (which is the only reason our account shows delinquent) will show that my husband has repeatedly said that we want to speak directly to someone in management that can release us from this contract.  He has never been transferred to anyone, and we haven't received a call to discuss this matter further.  Instead, Exploria is now calling to try to collect this year's HOA fees, and when they hear him answer, they hang up on him.  This has been done on more than one occasion. This treatment is unacceptable by your collection department.
  
  We are expecting you to do the right thing, even if you cannot recreate the conversations.  We signed the contract under the assumption that we could sell the timeshare back, if it didn't work with our military lifestyle. The Sales and ****************** knew his active duty status, and we are a protected population. We are providing the additional documentation that you requested that shows that we were on active duty during that time for more than 334 days. We want to be released from our contract. 
  

  Business Response

  Date: 06/24/2024

  Mr.and ***************, thank you for following up with the Better Business Bureau. As mentioned to you in previous correspondence, Exploria Resorts is the successor declarant of the previous developer and therefore cannot recreate the converations that took place at point of sale in 2015.  In addition, to address the active-duty status we do require a copy of your orders indicating that you were reporting for active duly as of July 10, 2015 for 334 days of duty. You can email that information to ******************************************.  While we regret any disappointment you *** have regarding your purchase in 2015, no evidence was found to support allegations of intentional and/or false misrepresentation, therefore, we must once again deny your request for cancellation of your Vacation Interest. We encourage you to contact our ***************************** to learn about payment options that *** be available as you are currently delinquent on your Club Assessment and Club Dues. They can be contacted by calling **************.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21839584
  
  We are rejecting this response, because as we mentioned in our previous correspondence, we were on active duty, and we are a protected population that is supported by the **** CFPB, and FTC.  The financing documents should show the military as my husband's place of employment. 

  We have already provided you with a document via the BBB's that shows that we were on active duty as of July 10. 2015, but we will now email it to ******************************************.  We want to be released from this contract upon receipt of the military orders.
  
  Sincerely,
  
  *** And Serenity Coats

  Business Response

  Date: 07/02/2024

  Thank you for reaching out to the Better Business Bureau once again. Our records indicate that a representative from Exploria Resorts is scheduled to contact you directly on Monday, July 8th to discuss your concerns. 

  Business Response

  Date: 07/12/2024

  Mr. and **************, thank you for reaching out to the Better Business Bureau regarding your concerns. Our records indicate a representative from Exploria Resorts met with you to discuss the various options that are available to you. Your account remains active, and you are still responsible for your financial obligations to Exploria Resorts. As you are currently delinquent on your maintenance fees, we encourage you to contact our ***************************** at **************.Thank you for allowing us the opportunity to address this matter.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21839584
  
  I am rejecting this response, because Exploria Resorts refuses to take accountability for the poor business practices with active duty military families that occurred at the time of purchase with the accounts that they inherited. In a previous response, Exploria said that there was no record that we were an active duty military family when the timeshare was purchased. We have attached our proof of service on the BBB site and emailed it to them, per their request. Although we are protected by the Military Lending Act (MLA) and should be released from the contract, they basically told us that our account is delinquent because of this year's maintenance fees, and that we need to contact their Financial Services department. They did not even mention that they reviewed the military documents that they requested.
  
  We did schedule a meeting on July 8th with Exploria Resorts to discuss this matter further. Unfortunately, we had to send a follow up email to remind them about the meeting, because they didn't call us at the designated time.  When they finally did call, my husband had to reschedule, because he had another meeting to attend.  
  
  Unfortunately, the follow up meeting was a waste of time.  I am appalled to say how disrespected my husband felt when they disregarded his active duty military status at the time of purchase; even after they asked us to email them confidential military records to confirm that he was on active duty.  They are either uninformed or have a blatant disregard for the Military Lending Act (MLA), which protects military service members when they were taken advantage of by companies like Exploria Resorts, whose contracts and excessive fees are illegal under the MLA.  They even suggested that we let our account go into default, because "eventually they would cancel the contract", without any regard to how that would negatively impact us.  
  
  Once again, we are a protected population, and we want to be released from our contract.  If Exploria Resorts is unwilling to release us, we will be involving government agencies who continue to advocate for military families.
  
  Sincerely,
  
  *** and Serenity Coats

• Initial Complaint

  Date:06/11/2024

  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.

  I have a contract that states I not responsible for maintenance fees. It states that 20% of my annuities is to be held in reserve for maintenance. Exploria is trying to charge me $3300 for this. It is on going since Dec of last year. Now we paid to upgrade sndbthrybisistbon me monies We are really upset. We are scheduled to check in June 28 Please. Please help us Thank you

  Business Response

  Date: 06/20/2024

  ********************, thank you for contacting the Better Business Bureau with your concerns. As previously communicated through various channels, the recent annual statement you received detailed the maintenance fees owed and included information regarding the additional assessment. We acknowledge your upcoming reservation, however, if the assessment is not paid before your arrival, your reservation will be forfeited. Multiple options were provided to you; however, you have not made a selection, and non-payment of the additional assessment is not an option. Because we value your loyalty over the years, please note that we are prepared to refund the upgrade upon cancellation of your reservation in lieu of the status of your account. We encourage you to contact ****** Services directly at *****************************************,should you decide to cancel the upgrade. Thank you for allowing us the opportunity to address your concerns. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21835101
  
  I am rejecting this response because: As I previously stated through various channels, I was previously informed the fees were waived and I was not responsible as per my contract states.  Exploria is in fact aware of how my contract reads as they are in possession of all our contractual agreements.  As they are aware, I have stated this information through various channels and for whatever reason they prefer to enter a breach of contract.  This is unacceptable in every states legal system.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 06/24/2024

  ********************* thank you once again for contacting the Better Business Bureau. Our position on this matter has not changed. Please note that our reservation system will cancel your reservation on June 27, 2024, should payment in full or payment arrangement not be made with our ****************************** They are available by phone at ************** Monday Thursday from 8:00am to 7:00pm (EST), Fridays from 8:00am to 5:00pm (EST), and Saturdays from 8:00am to 2:00pm (EST) to make a payment. Upon cancellation of the reservation, a refund will be issued for any additional monies paid towards the reservation directly to you.Please allow ***** business days for the refund to process. Thank you once again for the opportunity to address this matter.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21835101
  
  I am rejecting this response because: I paid in full including interest and late fees even though it was being contested and they did in fact say months ago we were  completely cleared of the assessment fees!  I unfortunately was threatened repeatedly now that they (Exploria) planned to cancel my reservations for this week (the 28th)  and as I already made clear we had this booked since March!  Family is flying in from Florida etc., therefore I paid it under protest however the fair resolution would be to refund my payment.

  Since the BBB looks for a fair resolution, my complete payment was a very unfair resolution since it breached my contract and included interest and late fees that under the circumstances should never have been added!  This has dragged on and even after presenting the BBB with my contract clearly stating I am not responsible for the additional assessment fees nothing was done to correct the issue.  I do not feel this was a fair resolution whatsoever.

  Sincerely,
  

  
  ****************

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/24/2024 I purchased 179 Expos from Exploria Resorts total purchase price $13,342.25 with a down payment of $1,495.00. The buy into the 179 Expos was to be used for reputable hotels chains in the **. During the tour on 3/24/24 I was very clear that I would not stay at Exploria resorts due to the experience I had during the 3/21/24 - 3/25/2024 visit. I was assured by the sales agent and manager I could buy into a vacation package to use at reputable hotel chains. When I got home from my trip and reviewed the *** Directory of Affiliated Resorts provided at the end of the contract signing 3/24/24, I realized the resorts listed are properties I would not patron. I mailed a cancellation notice to Exploria Resorts on 3/29/24 requesting to cancel the contract. When I did not hear back from Exploria Resorts, I contacted them directly 5/6/2024. I spoke to two different representative, one rep who advised no record of my cancellation notice to reach out to consumer affairs for assistance, and the second rep who advised Exploria does not cancel contracts which is contrary to the documents signed 3/24/2024. I emailed Exploria consumer affairs 5/6/24 requesting to speak to someone regarding the matter of cancelling the contract. I received an email response 5/7/2024 asking for a tracking number. On 5/8/2024 I replied to Exploria advising the cancellation notice was mailed United ********************* no tracking number to provide. I asked for a manger to give me a call regarding this matter. To date no one returned my call. Exploria responded via email 5/16/2024 advising they are unable to cancel the contract I was out out "rescission" not sure what's meant by "out of rescission", they never received the cancellation notice and I would have to find a company to resale the timeshare to. I'm disputing on the grounds of mailing a cancellation notice and the company refuses to cancel the contract even after I reached out. The buy into the timeshare was misleading.

  Business Response

  Date: 05/28/2024

  **************,thank you for reaching out to the Better Business Bureau with your concerns. In your complaint, you mentioned that although it was evident you had no intention of staying at Exploria Resorts, you proceeded with a purchase into Club Exploria. It's important to note that you were not obligated to make this purchase, as you fulfilled the tour requirement of the Embark program. Regarding your claim of sending a cancellation letter, we regret to inform you that despite our thorough search in various channels, including tracking systems, we were unable to locate any corresponding documentation. Consequently, as you are now outside the rescission period, we are unable to accommodate your request for a late rescission. We encourage you to contact our ************************** as they will be able to assist you with future reservations in locations that you may find desirable. They can be reached by emailing *********************************************** you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21744234
  
  I am rejecting this response because: as part of the buy in I was told I would be able to utilize reputable hotels chains in the U.S. and that is not the case based on the *** Directory of resorts. As stated in my complaint I strongly indicated during the tour meeting I would not stay at ******* based on my experience during the stay.  The sales team falsely represented the vacation buy in and company refuses to accept my cancellation notice. Again, Im requesting a cancellation due to a misleading sale.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/29/2024

  **************,thank you for reaching out the Better Business Bureau with your rebuttal. We regret that your rebuttal stemmed from your continued expressed dissatisfaction with your purchase, however Exploria Resorts does not currently have a buy back or resale program to purchase or accept title to any Vacation Interest.Therefore, your account remains active as you are well past your rescission period. As a member of Club Exploria, you have access not only to the thousands of resorts featured through RCI, but you were also automatically enrolled into Exploria Marketplace. Exploria Marketplace provides you with access to resorts and hotel accommodations around the world. Not only does it offer you the opportunity to book these accommodations, it also features other travel products and services such as cruises, rental cars, flights, attraction tickets, excursions, guided tours and shopping. We encourage you once again to contact ************************** as they will be able to assist you with future reservations in locations that you may find desirable. They can be reached by emailing *********************************************** you for allowing us the opportunity to address your concerns.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21744234
  
  I am rejecting this response because: As indicated to my original complaint; I mailed a cancellation notice to Exploria Resort 3/29/2024 advising to cancel the contract based on a misleading sale. During the sales tour I mentioned to both the sale rep and sales manager who was brought into the tour meeting to hear the concerns I voiced about Exploria Resort Orlando. The sale manager advise I would not have to stay at Exploria and I could buy into  a vacation package that I would be able to use at reputable hotel chains.  Based on my dissatisfaction with Exploria the sale manager gave an additional 179 EXPOS "free" perhaps this is standard operations? As part of my original complaint, I've stated when I returned home from my Orlando vacation and reviewed the *** Affiliated Directory provided at the end of the signing,  I would not patron any of the affiliated sites. Based on the information I've received as part of my package, the sale was misrepresented therefore I've requested cancelation of a misleading sale. Additionally, Exploria should hold the account from collections until this matter is resolved. Please forward my request to your VP of Operations  to address this matter further.

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

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the Fall of 2006, my husband and I took a trip to ************. While there we decided to listen to a seminar on timeshare. We have been to others but this one, under pressure, and many hours later we said OK. And now we are the owners of Summer Bay Resorts for 1 week of the year.We came back from the trip and my husband lost his job at an airline. This job was going to give us income and fly to take advantage of our timeshare points (never happened). Over the years, we have used our timeshare once. It was a wedding gift for our daughter.My husband became ill and we couldn't travel even if we wanted to. After my husband died, there was no way on my income only I would be able to afford the timeshare. I am not healthy at my age and I am on a fixed income. I can't afford any of it. When we signed up for this timeshare back in 2006 we had good intentions, I would have never thought I would have been alone dealing with all of this.

  Business Response

  Date: 06/20/2024

  ***********************,thank you for reaching out to the Better Business Bureau regarding your concerns. Please know that we appreciate your loyalty over the past 18 years.We would also like to express our deepest condolences on the loss of your husband. Our records indicate that our ***** Services Team sent you an information packet regarding the necessary documents we require from you regarding your ownership. To date, we have yet to receive this information.Please note that we have uploaded this document on the Better Business Bureau site so you can review and return the information to our ***** Services Team.As you are aware through previous correspondence, Exploria Resorts does not have a program to buy back or accept title to any vacation interest. We encourage you to complete the information required from our ***** Services Team and send it to *********************************************** you for allowing us the opportunity to address your concerns.
  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21721202
  
  I am rejecting this response because: 
  
  Thank you for your response regarding my concerns. While I appreciate your acknowledgment of our long-standing relationship and your condolences for my husband's passing, I must reiterate my request to exit my timeshare with Exploria Resorts.
  
  I understand your position on not having a buyback or title acceptance program. However, I am firm in my decision to terminate my ownership and respectfully request that you proceed with the necessary steps to facilitate this process promptly.
  
  Please provide clear instructions on how I can proceed to formally exit my timeshare ownership with Exploria Resorts.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/26/2024

  ***********************, thank you for reaching out to the Better Business Bureau to present your rebuttal. We regret that this rebuttal is necessary due to your continued dissatisfaction with your Vacation Interest. In addition, we do understand that you are standing firm on your decision to terminate your vacation interest. ***********************, we must stand by our decision as well, as you are well past your rescission period.  Once again, please be advised that Exploria Resorts does not have a program to buy back or accept title to any vacation interest. Your outstanding financial obligations should be discussed directly with our ***************************** at **************.At this juncture, you may wish to reconsider transferring your Vacation Interest to a family member or friend. Or, you do have the option of selling your Vacation Interest. We encourage you and caution you to carefully review the timeshare transfer company you select by researching the entity, reading reviews and advisories regarding the entity. Thank you for allowing us the opportunity to address your concerns.

• Initial Complaint

  Date:05/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation with New Smyrna Waves by Exploria Resorts for 3/15-3/19/24. I spoke with ******* to modify my reservation on 3/11 to check in on 3/16 instead of 3/15. I called Exploria Rental Reservations which confirmed my reservation was modified within 72 hours of original arrival date. My husband ***** checked into Exploria on 3/16 even though he was not listed on the reservation. I arrived later that day and noted that we were charged for all four day in the amount of $ ******. The receipt dated 3/16 shows a final amount and does not reflect a detailed account. I called the office regarding the discrepancy. I spoke to ******* and she refused to credit me for 3/15 even though she agreed that I called and modified the reservation. ******* stated my husband checked in on 3/16 before the 4pm check in time therefore that was the reason I was charged for 3/15. I explained to her he was not on my reservation and he was not told he would be charged for 3/15 checking in before 4pm. I filed a dispute with my credit card company and was informed that the charge was considered valid. I inquired how this charge could be considered valid since I was not there on 3/15. I was informed that Exploria's merchant stated I was there and produced a picture of my spouse's car and signature that we checked in on 3/15 which is a blatant lie. I called ******* to question her regarding the allegation. ******* stated she never said we checked in on 3/15 but she was not willing to put this in writing. I finally received a detailed Exploria invoice receipt on 4/5 which details our aforementioned reservation. On the receipt, there are three valid dates 3/16, 3/17 & 3/18 with reference notes that states a night audit for each night we stayed. On 3/19, a room charge of $200.88 and taxes of $25.11 was assessed with the reference 3/15.24. There is not a night audit for the date of 3/15 because we were not at the resort. I have tried many times to resolve this and have been unsuccessful.

  Business Response

  Date: 05/15/2024

  *******************,thank you for reaching out to the Better Business Bureau with your concerns regarding your stay at New Smyrna Waves. As a valued and repeat guest of Exploria Resorts, we want to inform you that we will be refunding the charges incurred for the night of March 15, 2024. We kindly request your patience as this process may take up to 15 business days. Please accept our sincere apologies for your disappointment surrounding this matter. Thank you for allowing us the opportunity to address your concerns. 

  Customer Answer

  Date: 05/16/2024

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