Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated

Complaints

This profile includes complaints for Holiday Inn Club Vacations Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

579 total complaints in the last 3 years.
179 complaints closed in the last 12 months.

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

Initial Complaint
Date:11/01/2024
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.
To Whom It May Concern, We are writing to you because our contract still has not been terminated. Holiday Inn's sales team assured us that we would not run into this problem but here we are. If you look on **** I can purchase ****** points for $278. That is what we pay you a month for ****** points. Please show me where the value is in what we own. It would not make any sense for us to sell the timeshare. We are very dissatisfied that every time we book a vacation, we are forced to attend another sales meeting. Knowing that when we get there we are going to have to sign up to attend the meeting and sit through it causes stress and anxiety. We get harassed before we have even had time to go to our room. It is intimidating and cruel. Holiday Inn are greedy sharks, attacking everyone they can to get as much money as they can. Truthfully, I can go online to *********** and book at Holiday Inn Orange Lake for August ******* to August 25, 2023, for a total with taxes and fees of $958.89. In total with maintenance fees, we are paying, Holiday Inn Orange Lake $4,424. That is without their reservation fee to book every single time as well. With the timeshare, we have to book almost a year in advance and even at that rate it's hit or miss. The timeshare was supposed to make vacationing easy. It has been anything but easy and money-saving. Due to the annual increase in maintenance costs, and annual fees, in addition to my current health (obesity, diabetes 2, knee problems, heart issues, and spinal problems), the cost to travel to ******* from ******** has become a burden on my family finances. This does not work for our family and based on all of the lies we were told about how this would work we are requesting again, that this contract be terminated. We look forward to having this taken care of with the help from you. Sincerely, ***** and ****** ******* Member # ******* / Contract # *******
Business Response
Date: 11/25/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and Mrs. ******** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Owners entered into their transaction with the Company on August 4, 2013, at which time they purchased an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Ownership). The Ownership entitles Owners to ******* points per annum in the Companys points-based exchange program, the Holiday **************** Owners may utilize Club points to secure (i) reservations at any of the Companys thirty (30) resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, (iv) discounts on airfare, car rentals, cruises, and more, through the ********************** program.
Marketing Promotion. Owners allege that they are forced to attend the Company's timeshare sales presentations every time they stay at the Companys resorts. Please note that the ***************************** often extends offers to prospective purchasers and owners to attend the Companys timeshare sales presentations. Prospective purchasers and owners are provided clear disclosure of all terms and conditions of each marketing offer, including without limitation, any incentives they may receive in connection with said offer, and that the purpose of said offer is for the purpose of soliciting the sale of timeshare interests. Owners, however, are under no obligation to participate in the ****************** promotions, and they are welcome to decline any invitations extended to them in connection therewith. Furthermore, our records show that Owners have vacationed at the Companys resort locations five (5) times, and they have elected to participate three (3) times in the ****************** ************* such, Owners have previously declined the ****************** promotions that required their attendance a timeshare presentation. Notwithstanding the foregoing, upon receipt of the complaint, we removed Owners from our Marketing database, and they should not receive additional invitations to attend the Companys timeshare presentations in the future.
Club Benefits. Owners allege that they can go on a vacation for less money than what they pay in connection with the Ownership. Please note that Owners were not advised that the Ownership constitutes the cheapest vacation option available to Owners on the market. If Owners did not believe that the purchase of the Ownership constituted a good purchase at the right price, they were under no obligation to consummate the purchase and were welcome to leave the sales center at any time without making a purchase, just as Owners themselves have done on two (2) occasions. Notwithstanding the foregoing, Club points can be used in the methods stated above which affords Owners the option of utilizing Club points in lieu of money to secure reservations. And unlike money, more Club points are automatically deposited into Owners account each year on January 1.
Owners claim that they have to book a year in advance and are experiencing availability issues. In connection with the Companys resorts, Owners may book reservations in any available unit during any time of year, provided that they have the requisite number of Club points for the desired reservations, and further provided that their financial obligations are current. However, please note that it was fully disclosed to Owners at the time of purchase that all reservations, including accommodations made available through *** and RCI, are subject to availability on a first-come, first-served basis. In addition, the Owner Clarification Form executed by Owners at the time of purchase clearly states that We understand that the Holiday ******** vacation exchanges are subject to resort availability as described in the Holiday ******** Disclosure Guide. We acknowledge that we may not receive our first vacation choice and that alternative choices may be required to confirm an exchange through the Holiday ********.Because all reservations are based on availability, it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially peak travel seasons.
Please note that Owners Ownership is located at our Orange Lake Resort and the Member Guide provides that their reservation booking windows are (i) Home Access, (ii)Resort Access, and (iii) Open Access. Home Access allows owners who own a specified week and unit at a particular resort priority access to their week and unit at the respective resort, meaning that they can book reservations in the exact unit that they purchased. Home Access reservations can be made up to three (3) years in advance and must be made at least thirteen (13) months in advance. Owners Ownership is assigned Home Access for week 50 and unit ***** within the ************ section of Orange Lake Resort. Upon review of Ownersuse history, we find that Owners previously booked one (1) Home Access reservation; however, Owners did not check-in for this reservation. Resort Access allows owners who own at a particular resort priority access to that resort, meaning that they can book reservations at their owned resort up to thirteen (13) to ten (10) months in advance. Therefore, Owners can book in any section of our Orange Lake Resort (***************************, ************ or ************) within this timeframe. Upon further review of Owners use history, we find that Owners have not booked in the Resort Access window. Open Access allows owners to book reservations at any of the Companys thirty (30)resorts regardless of which resort they own. The Open Access booking window opens ten (10) months prior to the desired travel date. Reservations booked the day prior to the date of travel up to ten (10) months prior to the date of travel are classified as Open Access reservations. Upon further review, we find that Owners have completed four (4) Open Access reservations.
Despite being afforded a ten (10) month Open Access booking window in which to secure reservations, the majority of Owners reservations were booked less than five (5)months in advance. Owners may have more success securing desired reservations,especially during peak travel seasons at popular resorts, if they book the same farther in advance.
Notwithstanding the foregoing, to the extent Owners require assistance securing reservations,we recommend that they contact a Club Counselor by calling ************** and someone will gladly assist them further in this regard. It should be noted,however, that Owners account is delinquent, and as such, their account is subject to use restriction. Therefore, Owners will be unable to secure any reservations until their account is brought current.
Reservation Fee.Owners express dissatisfaction with the Companys reservation fee. At the time of sale, Owners executed the Sales Pre-Confirmation Checklist which provides clear disclosure that the Companys reservation fee is per transaction.However, to the extent Owners wish to avoid such fee when booking a Club reservation at the Companys resorts, they have two (2) options. The Member Guide provided to Owners provides clear disclosure that if Owners book their reservations within their Home Access or Resort Access booking windows, they will not be required to pay a reservation fee at the time of booking, whether via telephone call or online. If Owners elect to book their reservation within the Open Access window Owners will be required to remit a reservation fee which such reservation fee is subject to change at Companys discretion.
Annual Fees.Owners express dissatisfaction regarding their annual fees increasing. All financial obligations were clearly and conspicuously disclosed to Owners attendant to their purchase in the purchase documentation they executed at the time of sale, including without limitation, the Purchase Agreement, Closing Disclosure, Promissory Note, Mortgage and Owner Clarification Form. The Owner Clarification Form executed by Owners clearly discloses that the annual Club membership fee is subject to change. In addition, the governing documents provided to Owners at the time of closing clearly disclosed the maintenance assessment obligation, as well as the fact that it is on-going and that it is subject to increase. The maintenance assessments are based on the annual budget adopted by the Association, who tries to keep these costs as low as possible; however,there are a number of factors that impact the maintenance of the resorts that are outside of the Associations control such as increases in the cost of labor, materials, insurance rates, etc. We will continue to work with the Association to keep maintenance assessments as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.
****. Ownersassumption that identical contracts are available on **** is incorrect. Persons purchasing timeshare interests from third parties are not granted membership in the Club and acquire fixed week ownerships only. So, while persons may be able to find the Companys inventory located on a third-party website, the Company does not promote purchasing the same from a third-party website nor will the purchaser receive the benefits that the Club has to offer. Notwithstanding the foregoing, Owners are not prohibited from selling their timeshare interest to a bona fide third party in accordance with the Companys transfer requirements.
Value.Owners also question the value of their Ownership. Please be advised that our sales consultants do not present our timeshares as financial investments with increasing values, but rather as a use-based product, the value of which is realized through the use of the same. Upon purchasing the Ownership, Owners initialed each term in the Owner Clarification Form including the clear disclosure that, We understand that Unit Week(s) being purchased is for personal use and enjoyment and that we are not purchasing with an expectation of receiving income from rental or profit from the resale of our Unit Week(s).
Cancelation.Owners request cancelation of the Ownership, and a refund of monies paid. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company. And while we are sympathetic to Ownershardships, the same does not absolve Owners of their contractual ************** such, Owners are not entitled to, or otherwise eligible for, contract cancelation or a refund of monies paid. We therefore respectfully decline Owners request for the same.
Ownersaccount is currently delinquent. To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling **************, to ascertain what options may be available to assist them with maintaining their account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 11/27/2024

Complaint: 22501461

Dear Ms. ******************* you for your detailed response to our concerns. We appreciate the time taken to address the various points we raised. However, we remain deeply dissatisfied with the situation, and we would like to provide further clarification and express our continued request for contract termination.
Sales Presentations and Harassment: While we acknowledge your statement that we are not obligated to attend timeshare presentations, the reality of our experience has been quite different. We have, on multiple occasions, been forced to endure sales tactics that cause us significant stress and anxiety. The constant pressure to sign up for sales meetings, especially before we are even able to get to our room, is both overwhelming and disrespectful. We were assured that this would not be part of our experience when we signed up, and we are deeply disappointed that Holiday Inn has not made good on this promise. As a result, we appreciate your action in removing us from the marketing database, but we feel that this situation reflects a failure to live up to the commitment made during the sale.
Reservation Issues: We understand that availability is subject to various factors, but the reality is that the timeshare system has made vacation planning more difficult and stressful, not less. We have been unable to secure reservations at desirable times, often having to book far in advance and still facing challenges. The notion that booking months in advance guarantees a desired reservation has not been our experience, especially when attempting to book during peak times. The idea that we should have to pay additional fees and still not receive the full benefit of our purchase undermines the very promise that the timeshare would make vacation planning easier.
Cost and Value: As noted in our original message, we are paying a significant amount in maintenance fees for an experience that we now feel is overpriced and underwhelming. The comparison between the cost of booking through traditional channels and what we pay annually is not favorable. The claim that timeshares are not financial investments does not align with the sales pitch we were given when we made our purchase. We were led to believe that the value of the points and the benefits of the timeshare would significantly outweigh the costs. Given the escalating fees, lack of available accommodations, and ongoing financial burden, we do not see the value in continuing with this contract.
Health and Financial Hardship: Due to my ongoing health issues and the increasing financial strain that this timeshare has placed on our family, we find it increasingly difficult to justify the continuation of this agreement. The annual increases in maintenance and fees only add to this burden. While we understand that the timeshare is not presented as an investment, the escalating costs and our inability to fully use the points and services provided make it feel like an ongoing financial drain with no tangible return.
Contract Termination and Resolution: We are aware that the rescission period has expired, but we would like to emphasize that we have made this request due to the ongoing dissatisfaction with the timeshare and the issues outlined above. We would appreciate a more thorough review of our situation, as we believe that our experience does not reflect the promises made by Holiday Inn during the sales process. We are seeking a resolution that allows us to terminate the contract and relieve us from the financial and emotional stress caused by this situation.
We understand that you have referred us to your financial services department, but at this point, we are asking for more than a payment planwe are requesting that this contract be terminated, as we no longer feel that it serves its intended purpose for our family.
We look forward to your prompt response and hope for a fair resolution to this matter.
Sincerely,
***** and ****** *******
Member # *******
Contract # *******
Business Response
Date: 12/13/2024
We have received the rebuttal complaint filed by *** and ************************ have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their complaint.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of their account and re-verified that Owners received all requisite disclosures required under applicable law at the time of their purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 12/19/2024

Complaint: 22501461

Dear Ms. ********************** you for your response, but unfortunately, we still feel our concerns have not been adequately addressed, and we must once again request the termination of our contract with Holiday Inn. We are extremely dissatisfied with the ongoing issues and the lack of resolution provided.
Firstly, while you state that we are not obligated to attend sales presentations, the reality of our experience has been far different. The constant pressure and harassment to attend these meetings, often before we even have a chance to check in, is incredibly stressful and unfair. We were promised that this would not be a part of our experience when we made our purchase, and yet it continues to happen. Although youve removed us from the marketing database, this ongoing pressure is a violation of the trust we placed in your company, and it remains a significant source of anxiety for us. In terms of reservations, we were led to believe that booking through the timeshare would be a simple and reliable way to plan vacations, but the opposite has been true. Despite booking months in advance, we are often left struggling to secure our desired accommodations, especially during peak seasons. The idea that booking ahead should guarantee reservations has not been our experience, and we continue to face availability issues, which adds unnecessary stress to what should be an enjoyable experience. The additional reservation fees only add to our frustration and undermine the very promise that the timeshare was supposed to make vacation planning easier and more affordable.
Furthermore, the value of this timeshare is now clearly out of line with what we were promised. The increasing maintenance fees and the high costs compared to alternative booking options, such as through sites like ***********, are simply not justifiable. We were initially sold on the idea that the points system would provide great value and flexibility, but the reality has been the opposite. The escalating costs and lack of availability have made us feel trapped in an agreement that no longer serves its intended purpose.
Lastly, the health issues I face, coupled with the growing financial burden of this timeshare, make it impossible for us to continue this contract. The financial strain of increasing fees, combined with the difficulty of using the timeshare effectively, has made this arrangement unsustainable for us. We understand the rescission period has expired, but we are asking for compassion and a fair review of our situation, as the promises made to us during the sales process have not been fulfilled.
We are not seeking a payment plan or further delay; we are requesting that this contract be terminated so that we can be released from the financial and emotional toll it is taking on our family. We hope that you will reconsider our request and work with us to find a resolution that allows us to move forward.
Sincerely,
***** and ****** *******
Member # *******
Contract # *******
Initial Complaint
Date:10/31/2024
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.
During our vacation, my wife and I were invited to attend a sixty minutes presentation for a Timeshares upgrade which end up lasting seven hours. We were being pressured to put over eight thousand dollars on a credit card. Since we were not happy, We demanded to have everything reverse and cancelled since July 22, 2024. Until we still have not received anything nor heard from the merchant
Business Response
Date: 11/25/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and Mrs. ****** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
Owners entered into their first transaction with Company on August 13, 1997, at which time they purchased an annual fixed-week timeshare interest at Orange Lake Resort located in *********, ******* (the Initial Ownership). Thereafter, on July 6, 2024,Owners elected to trade-in the Initial Ownership and applied the accrued equity therein towards the purchase of an annual Standard timeshare interest in the Orange *************** (the Upgrade Ownership), entitling Owners to ******* points per annum in the Companys points-based exchange program, the Holiday **************** However, please note that on July 8, 2024, Owners elected to return to the sales center to cancel the Upgrade Ownership within the prescribed rescission period and reinstate the Initial Ownership. At the same time, Owners were offered the opportunity to purchase a different interest at a more affordable rate. Owners accepted the offer, and ultimately elected to add onto their ownership portfolio by purchasing an annual Standard timeshare interest in the Orange *************** (the Second Ownership), entitling Owners to ****** Club points per annum. At the time Owners purchased the Second Ownership, they also simultaneously enrolled the Initial Ownership in the Club which entitles them to an additional ****** Club points per annum, as evidenced by their execution of the Holiday ******** Membership Agreement. The Initial Ownership and the Second Ownership provide Owners an annual cumulative Club point allocation of ******* Club points per annum. Club points may be used to secure (i)reservations at any of the Companys thirty (30) resort locations, (ii)reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii)reservations at thousands of resorts worldwide through the Companys exchange affiliate, ***, (iv) reservations at thousands of resorts worldwide through the Companys exchange affiliate, ********************** (II), and (v) discounts on airfare, car rentals, cruises, and more, through the ********************** program.
Duration. Owners express dissatisfaction with the length of the July 2024 presentation.Please be advised that the Companys timeshare presentations are approximately sixty (60) minutes in duration for existing owners, with the actual duration depending on the level of interest of the prospective purchaser and the questions asked. At the conclusion of the timeshare presentation, if a prospective purchaser expresses an interest in making a purchase, inventory is selected and contract documentation is prepared, reviewed, and executed, which accounts for any additional time Owners spent at the sales center. If Owners do not wish to attend additional timeshare presentations in the future, they are under no obligation to do so and are welcome to decline any invitations and/or incentives offered to them in exchange for their attendance.

Pressure. Owners allege that they were pressured to consummate their purchase. Please note that our sales consultants do not pressure,or otherwise force anyone to purchase our product or augment their ownership portfolio. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases, just as Owners themselves have done on three (3) occasions. In addition, as part of the sales process, Owners were required to meet with a ***************** Officer (***) to review the contract documentation and the details of their purchases to ensure that they had a full understanding of the terms and conditions associated with their purchases. Owners were handed each document and were provided the opportunity to review each in detail prior to signing, as well as the opportunity to ask for clarification regarding anything they did not fully understand in connection therewith. If Owners had communicated to the *** that they did not understand the purchase documents and/or any aspect of the purchases, the *** would have halted the sale to address those concerns.Likewise, if Owners required additional explanation or more time to review the documents the *** would have been happy to provide them with the same. Before leaving the sales center, Owners affirmatively advised the *** that they understood the terms of their purchases and proceeded to execute the contract documentation applicable to the same. If Owners determined that the terms were not acceptable, they were welcome to decline to execute the purchase documentation, or to rescind their purchases within the statutory rescission period, just as they did with the July 6, 2024, purchase of the Upgrade Ownership.

Credit Card. Owners state that they were persuaded to put their down payment on a credit card. Please note that the Company does not require prospective purchasers to apply for credit through a third party (affiliate exchange company ***, *** or otherwise) and whether a prospective purchaser elects to do so is entirely within his or her discretion. If applying for credit, the applicant would be subject to the terms and conditions of the financial institution issuing the credit. It is within a prospective purchasers discretion of how they wish to remit their down payment. Thereafter, how, and in what denominations, the prospective purchaser elects to repay the amounts charged to the credit card is also within the discretion of the prospective purchaser.

Rescission / Cancelation. Owners claim that they timely exercised their rescission rights within the prescribed rescission period. As stated above, Owners purchased the Second Ownership on July 8, 2024. The purchase transpired in *******, and as such, Owners were afforded ten (10) calendar days (not business days) after the purchase date in which to rescind the contract. Accordingly, the last day for Owners to exercise their rescission rights was July 18, 2024. However,please note that Owners Purchase Agreement clearly also disclosed that Your notice of cancellation shall be effective upon the date sent. As reflected by Owners attachment to their complaint, Owners written notice was sent on July 22, 2024, which is four (4)calendar days after the prescribed rescission period. Therefore, Ownersrescission request is considered untimely, and as such, their request for rescission was denied by the Company. Notwithstanding the forgoing, we apologize to Owners regarding the delay in receiving a response from the Company regarding the same.

Owners request (i) cancelation of the Second Ownership, (ii) to remove the Initial Ownership from the Club, reverting the same back into a fixed-week interest, and (iii) a refund of monies paid towards the Second Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with their purchases. Based on the foregoing, Owners are not entitled to, or otherwise eligible for,contract cancelation or a refund of monies paid. We therefore respectfully decline Owners request for the same. Please note,however, that the Company does allow owners who have satisfied their mortgage obligations and who are current on their maintenance obligations the opportunity to surrender their ownerships to the Company, without refund,through the Companys Horizons Program. Because Owners have met these requirements, they are eligible to participate in the Horizons Program. If Owners wish to proceed in this regard, we encourage them to contact the **************************** at ************** to request surrender of the Second Ownership.
To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling **************,to ascertain what options may be available to assist them with maintaining their accounts current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, Paralegal Services
Customer Answer
Date: 12/09/2024
I have responded to your e-mail; However, I finally noticed that replies to this e-mail are not monitored nor answered. I totally disagree with their position. Had I not contacted your Organization for assistance, they would not have responded considering I sent the same letter to each the parties listed below since July 22, 2024 and have never heard from them until that day.We were at their resort from July 5, 2024 through July 12, 2024. It's not like we just drop by. We traveled from *********** to Orlando to be over there for seven days. Please pardon my ignorance if I mixed up 10 business days with 10 calendar days. Considering we left the premise on Friday July 12, 2024, trying to make something about a shattered vacation, the days we were still at the resort shroud been excluded from consideration. Therefore, our request to have everything reversed, canceled and have our account return to its prior and original status of being a fixed week owner is totally valid. I am now under heavy medication for High blood pressure due to the stresses of that situation.Dear *****, please, I beg, I beg, I beg of you to help us get that situation resolved. I am seventy years old, retired, and on a fixed income. Instead we received two maintenance invoices totaling $1,761.67. Please I can longer deal with the stresses of that situation. Please help us either reach a compromise or something. I personally as Head of the Household cannot continue to live with such a burden and desperately wants to get out. I am willing to take our complaints anywhere and everywhere. We will not rest until our demands are meet. Once again, **************** We beg of you. Please help us.

Respectfully

Mr. & Mrs. ***** ******

1.    ****** HOLIDAY 1, LLC
C/************************************
*****************************************************
Orlando, ******* *****

2.    Orange Lake Land Trust
****************************************
*******************

3._) Holiday Inn Club Vacations Incorporated
********************************
Orlando, FL *****
Customer Answer
Date: 12/10/2024
I have responded to your e-mail; However, I finally noticed that replies to this e-mail are not monitored nor answered. I totally disagree with their position. Had I not contacted your Organization for assistance, they would not have responded considering I sent the same letter to each the parties listed below since July 22, 2024 and have never heard from them until that day. We were at their resort from July 5, 2024 through July 12, 2024. It's not like we just drop by. We traveled from *********** to Orlando to be over there for seven days. Please pardon my ignorance if I mixed up 10 business days with 10 calendar days. Considering we left the premise on Friday July 12, 2024, trying to make something about a shattered vacation, the days we were still at the resort shroud been excluded from consideration. Therefore, our request to have everything reversed, canceled and have our account return to its prior and original status of being a fixed week owner is totally valid. I am now under heavy medication for High blood pressure due to the stresses of that situation. Dear *****, please, I beg, I beg, I beg of you to help us get that situation resolved. I am seventy years old, retired, and on a fixed income. Instead we received two maintenance invoices totaling $1,761.67. Please I can longer deal with the stresses of that situation. Please help us either reach a compromise or something. I personally as Head of the Household cannot continue to live with such a burden and desperately wants to get out. I am willing to take our complaints anywhere and everywhere. We will not rest until our demands are meet. Once again, **************** We beg of you. Please help us.

Respectfully

Mr. & Mrs. ***** ******

1.    ****** HOLIDAY 1, LLC
C/o **************************
***********************************
Orlando, Florida 32819

2.    Orange Lake Land Trust
****************************************
Kissimmee, FL 34747

3._) Holiday Inn Club Vacations Incorporated
********************************
Orlando, FL 32819
Business Response
Date: 12/18/2024
We have received the rebuttal complaint filed by *** and Mrs. ****** (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their complaint.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of their account and re-verified that Owners received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.

Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant,Paralegal Services
Customer Answer
Date: 12/19/2024

Complaint: 22499276

I am rejecting this response because:
When my wife and I went back over on July 8, 2024 to terminate the contract. Upon sitting with us, the salesman indicated clearly, his exact words were. "I do not think they can do that" which is accommodate our request. Instead he came back with a number of very fictitious scenarios. I really believe their process is really a Ponzi scheme. We were pressured to sign documents under duress by keeping us over for extended period of time in selling us an unattainable dream.
I totally disagree with their position. Had I not contacted your Organization, the Governor's as well as the Attorney General offices for assistance, they would not have responded considering I sent the same letter to each the parties since July 22, 2024 and have never heard from them until that day. As I stated previously, we were at their resort from July 5, 2024 through July 12, 2024. Considering we left the premise on Friday July 12, 2024, trying to make something about a shattered vacation, the days we were still at the resort should be excluded from consideration. Therefore, our request to have everything reversed,canceled and have our account return to its prior and original status of being a fixed week owner is totally valid and should stand. I worked in the Corporate world for over twenty five years and we only deal with business days versus calendar days. I am wiling to take our complaints anywhere until recourse.. Until them I am forwarding our complaints to *** and ****. We will not rest until JUSTICE is served.

Sincerely,

***** ******
Customer Answer
Date: 12/19/2024
When my wife and I went back over on July 8, 2024 to terminate the contract. Upon sitting with us, the salesman indicated clearly,his exact words were. "I do not think they can do that which is accommodate our request. Instead he came back with a number of very fictitious scenarios. I really believe their process is really a Ponzi scheme. We were pressured to sign documents under duress by keeping us over for extended period of time in selling us an unattainable dream.
I totally disagree with their position. Had I not contacted your Organization, the Governor's as well as the Attorney General offices for assistance, they would not have responded considering I sent the same letter to each the parties since July 22, 2024 and have never heard from them until that day. As I stated previously, we were at their resort from July 5, 2024 through July 12, 2024. Considering we left the premise on Friday July 12, 2024, trying to make something about a shattered vacation, the days we were still at the resort should be excluded from consideration. Therefore, our request to have everything reversed, canceled and have our account return to its prior and original status of being a fixed week owner is totally valid and should stand.I worked in the corporate world for over twenty five years and we only deal with business days versus calendar days. I am willing to take our complaints anywhere until recourse.. Until them I am forwarding our complaints to *** and ****. We will not rest until JUSTICE is served.
Initial Complaint
Date:10/25/2024
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 was on the phone with Holiday Inn when I had an issue with a reservation. The person was kind enough to assit me but said that he was transfering me to get a better rate and the person on the phone said that I impressed upon me to buy a vacation package, I explained that my family already had one but I was assured I could use it at any Holiday ****************** After purchasing I tried to use once and was told I had already seen a presenation and I had to wait. Now, I find out it is more restricted and I can only use a selection fee, I was mislead. I had stayed at another holiday vaction club and attended a meeting and given a voucher for 2 nights. I was told that I have to wait to use that and the voucher for the cruise was not as the representive stated, This I believe was done on purpose. It seems this is a common theme from staying at these properties. I am requesting that the $199.00 be refunded back to my IHG credit card which is a holiday inn card and they take thier voucher back. When I called they said they refused to refund the money and I was not allowed to speak to a manager or when was not available so I am requesting your help with this matter. I can upload my statement and whatever else is needed. Thank you ******* *****
Business Response
Date: 11/19/2024
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the Company). As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Mr. ***** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.
Sincerely,
***** ******
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:10/13/2024
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.
I requested to surrender timeshares at the ***********************************, Unit 240 (M93189129) in ***********************************************************************, 131-O (M6488853) in ***********, **. Upon receipt of the warranty deeds, I had them notarized and mailed back to the return address of HlVC - Recovery Doc Team, *************************************************************************************. ***** tracking shows that Seaside was delivered on September 19, 2024, and Hill Country on September 30, 2024, both signed for by a *. *********. On October 4, 2024, I received a warranty deed for the Seaside location. I called ************* and ************ at least 4 times to inquire about this deed. I was informed that there was no record on file. I called again on October 9, 2024 to verify receipt. I was told that the Seaside warranty was received and to disregard the duplicate. I recently received a letter in the mail stating that a deed had not been returned, which according to ***** was delivered. Whenever I call, I am told that the warranty department is busy and to call at another time. I have made several phone calls to speak with the department to obtain definitive answer on verification of receipt. It unsatisfactory that no one that I have talked to can properly confirm this information. I understand that the processing of these warranty deeds are time sensitive. I do not want to prolong any future business with the Holiday ***************** and need to verify the status of these warranty deeds.
Business Response
Date: 10/29/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************************* We appreciate the opportunity to respond to the concerns set forth therein.
Owner entered into her first transaction with Silverleaf Resorts, LLC (Silverleaf) in 2012. After that, Owner entered into two (2)separate purchase transactions with **********, with her most recent purchase transpiring on March 30, 2013, at which time she purchased an annual fixed-week timeshare interest in the Seaside Resort located in *********, ***** (the Seaside Ownership). In May 2015,********** was acquired by an affiliate of the Company. Following the acquisition, Owner attended a Company-sponsored sales presentation on August 19, ************************************************************** the Orange *************** (the Trust Ownership, and collectively with the Seaside Ownership, the Ownerships)entitling her to ****** Club points per annum in the Companys points-based exchange program, the Holiday ******** (Club). In addition, Owner elected to bring the Seaside Ownership into the Club, entitling her to an additional ****** Club points per annum.
Owner requests the status of her surrender of the Ownerships. The Company allows owners who have satisfied their mortgage obligations and who are current on their maintenance obligations the ability to surrender their ownerships back to the Company, without refund, through the Companys Horizons Program. In December 2023, Owner requested information on how to surrender the Ownerships and was advised that the Ownerships met the eligibility requirements of the Horizons Program and Owner informed the Company that she wished to proceed in this regard. Thereafter, in August 2024, Owner was sent a Warranty Deed for each ownership for her execution, which would effectuate the surrender of the Ownerships. We have confirmed that the Warranty Deed for each ownership has been received and is currently being reviewed. Once clear title has been confirmed and the Warranty Deeds have been recorded in real property records, Owner will have relinquished her rights to the Ownerships and will no longer have any financial obligations owed to the Company in connection therewith. Any notice of non-receipt of the Warranty Deeds that Owner may have received following her return of the same may be disregarded.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

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

********* *****
Paralegal,Legal Services
Initial Complaint
Date:10/03/2024
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.
So we stayed at the Holiday Inn Club vacations resort on September 24 through September 29. I paid a $115 incidental fee upon check in and on October 2, My account was charged $2242 from the Holiday Inn club vacations resort. I have been in contact with the resort and they are telling me they dont see the charge, but the charge has not gone away and nobody is doing anything to rectify the fact that my bank is an overdraft due to this charge.
Business Response
Date: 10/30/2024
Greetings,
I hope you are doing well.
Please refer to the attached letter.
Thank you,
******** *******
Legal Administrative Assistant II
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:10/03/2024
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.
Time share contract 6/9/2024 Paid $434 down with a latitude package valued at $1,000 was advised during the presentation that when my points became available, I would be able to call Holiday Inn Vacation and transfer 5 points to become a Platinum Elite status member.This advertisement was written out by the sales consultant and was the number number benefit of having the time share. When I called in, they stated they do not advised consumers of this, and tried to get me to purchase $60, 000 points to transfer over to *** to become this status. I advised them that I have the paperwork from the presentation where the *** wrote this information out. I was advised to email them this information, in which I did. Received a call stating the information was correct and to call them to get everything setup. I was advised again that that was incorrect. I now have not gotten a response, and I did advise them that their *** violated the Chapter 817 Section 44 Florida statue for false advertising. My member number is listed below
Business Response
Date: 10/29/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ***************** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner was invited to attend a Company-sponsored timeshare sales presentation at the Companys Orange Lake Resort located in *********, ** which she attended on June 28, 2022. At the conclusion of the same, Owner elected to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the ****************************** which would enable her to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owner to one (1) five-day, four-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by Owner at the time of purchase. The terms attendant to the Latitudes Package included the requirement that Owner attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Our records reflect that Owner redeemed the Latitudes Package for a June 2024 reservation at the Companys Orange Lake Resort and attended our timeshare sales presentation as required on June 9, 2024. At the conclusion of the timeshare sales presentation, Owner elected to purchase an annual standard beneficial timeshare interest in the Orange *************** (the Ownership). The Ownership entitles Owner to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Owner claims that she was misled by the Companys sales consultant on how to obtain Platinum Elite status through ***. Please be advised that in order to obtain Platinum Elite status through ***, an owner must transfer a minimum of five-points to *** before the October 1st transfer deadline, subject to additional fees. Therefore, the sales consultant accurately advised Owner that there is a five-point transfer minimum in order to gain the Platinum Elite status via ****** should further be noted Owner was provided clear disclosure in the Sales Pre-Confirmation Checklist of the October 1st transfer deadline and the fact that there is a fee associated with such transactions. Upon review of Owners account, we found that on August 15, 2024, a Club Counselor erroneously advised Owner that *** required a 60,000-point transfer in order for her to obtain Platinum Elite status. Please be advised that all Club Counselors are provided thorough training on the ************* Program and ***. Furthermore,we strive to provide our customers with meaningful customer service so that their concerns are addressed accurately and in a professional manner. We sincerely apologize to Owner that this was not her experience and for the miscommunication from our Club Counselor. We do find that after the telephone call with this particular Club Counselor, Owner spoke with a different Club Counselor on August 28, 2024, who accurately reiterated the requirements to obtain Platinum Elite status through *** to Owner. Notwithstanding the same,upon receipt of Owners complaint, we have addressed Owners concerns with the manager of the Club Counselor who misinformed her, and that individual will be re-trained regarding the same.
In an effort to further assist Owner, we had a supervisor from our *************** contact her directly on October 28, 2024, to assist her with her concerns. In connection therewith, Owners concerns were addressed, and she was satisfied with the resolution provided. We value Owners relationship with the Company and her feedback regarding her experience. We sincerely hope to provide Owner with a positive customer service experience in the future.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

***** *********
Legal Administrative Assistant, ******************
Initial Complaint
Date:09/30/2024
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 am writing to formally file a complaint regarding the cancellation of our timeshare membership with Silverleaf Resorts, now Holiday Inn Club Vacations. Due to our current financial situation, we are unable to meet our everyday obligations, making it impossible to continue paying for the membership. Paying for a timeshare we will never use is entirely unrealistic, and we do not foresee this improving.We were coerced and misled during the sales process, where ********** representatives pressured us relentlessly and would not accept our refusal. The representatives pushed us to stay until we were completely exhausted and, in our fatigue, we felt forced to sign the agreement. The signing process was rushed, and we did not have sufficient time to fully understand the terms of the contract. It was clear that the process prioritized the company's benefit rather than ensuring we were fully informed about what we were agreeing to. We were also never made aware that maintenance fees would continue to increase. This crucial information was withheld from us until after we signed the contract, and had we known, we would never have proceeded with the agreement.Given these circumstances, we are requesting that you provide us with the necessary documentation to mutually cancel this membership. We expect to receive these documents within 30 days to begin the cancellation process.We look forward to your prompt attention and a fair resolution.
Customer Answer
Date: 10/08/2024
Hello BBB,
I attached my authorization form. I am sorry for the delay. Thank you for your help.
Customer Answer
Date: 11/04/2024
No, I have not heard from them.
Business Response
Date: 11/08/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************** We appreciate the opportunity to respond to the concerns set forth therein.
Owner entered into his first transaction with Silverleaf Resorts, LLC (Silverleaf)on July 6, 1999, at which time he purchased an annual fixed-week timeshare interest in the ************ Resort located in ******, ***** (the Piney Shores Ownership). Thereafter on January 18, 2009, Owner elected to add to his ownership portfolio by purchasing an annual fixed-week timeshare interest in the ************************************** located in *********************, ***** (the ***** Lake Ownership). Later on, October 15, 2011, Owner elected to trade-in the ***** Lake Ownership and applied the accrued equity therein towards the purchase of an annual fixed-week timeshare interest in the Holiday Hills Resort located in *******,******** (the Holiday Hills Ownership). ********** was later acquired by an affiliate of the Company in May 2015, and in 2016 the Company began inviting ********** owners to attend voluntary timeshare sales presentations sponsored by the Company to answer any questions they may have had regarding the Companys acquisition of ********** and to inform them of the benefits offered through the Companys points-based exchange program, the Holiday **************** Owner has attended four (4) Company-sponsored sales presentations and at the conclusion of each presentation, he elected to forego purchasing a timeshare interest from the Company. At this time, the ************ Ownership is Owners only active account.
Timeshare Presentation. Owner claims that he was pressured and misled into purchasing the ************ Ownership. Please note that while ********** no longer engages in conducting sales presentations, when it was,*********** sales consultants did not pressure, or otherwise force,prospective purchasers to make a purchase. Additionally, we would like to clarify that the sales presentations offered by ********** were not mandatory and any prospective purchaser who did not wish to attend a sales presentation was free to decline the invitation. Prospective purchasers were offered incentives to compensate them for their attendance at the sales presentation.Please be further advised that sales presentations offered by the Company are also voluntary. If Owner does not want to attend additional sales presentations, he need only decline any invitations extended to him. Furthermore, to the extent Owner did not wish to purchase the ************ Ownership, he was more than welcome to decline the offer(s) presented to him at the time of purchase, or alternatively, to exercise his rescission rights within the statutory rescission period thereto, which he did not do. In addition, had Owner felt such duress during the 1999 presentation, we find it unlikely that he would have continued to purchase and attend multiple sales presentations thereafter.
Contract Execution. Owner claims that he was provided with misleading information and was rushed through the contract execution process during the sales presentation. We wholly deny these claims. Please be advised that *********** sales consultants provided prospective purchasers with full and accurate disclosures at the time of the sales presentations,which was then supported and memorialized within the purchase documentation provided to prospective purchasers for review. In addition, as a part of Silverleafs sales process, Owner was required to meet with a Verification Officer who assisted him with the execution of the contract documents and confirmed that he had a full understanding of the terms and conditions associated with his purchase. In connection therewith, Owner was afforded as much time as he desired to review in detail all of the documents prior to signing and to ask for clarification regarding anything he did not fully understand. Likewise, if Owner required additional explanation or more time to review the documents, the Verification Officer would have been happy to provide him with the same.Instead, Owner affirmatively advised the Verification Officer that he understood the terms of his purchase. If Owner did not agree to the terms and conditions of his purchase transaction, he had the option of canceling the purchase within the statutory rescission period thereto. The period by which to cancel the contract was fully disclosed to Owner at the time of purchase in accordance with applicable law. Owner was also provided with copies of the executed documentation at the time of purchase which clearly sets forth the rescission period as well as the instructions for exercising the same.
Maintenance Assessments. Owner claims that he was not told that his maintenance assessment obligations are subject to increase. Please note that the maintenance assessment obligation was fully and clearly disclosed in multiple contract documents executed by Owner at the time purchase. In addition, the governing documents provided to Owner at the time of closing clearly disclosed the maintenance assessment obligation, as well as the fact that it is on-going and that it is subject to increase. The maintenance assessments are based on the annual budget approved by the Board of Directors of the Association for the continued operation and maintenance of the Companys resorts. The Association tries to keep these costs as low as possible, however,there are a number of factors that impact the maintenance of the Companys resorts that are outside of the Associations control, such as increases in the costs of labor, materials, insurance rates, etc. We will continue to work with the Association to keep these costs as low as possible in the future for the benefit of our owners.
Usage. Owner states that he will never use the Piney Shores Ownership. Upon review of Owners use history, we find that Owner has completed over fifteen (15) reservations under the ************ Ownership since the acquisition. Notwithstanding the foregoing, Owners choice to forego use of the Piney Shores Ownership is not a legal basis for contract cancelation and does not invalidate the financial obligations Owner agreed to on the date of his purchase.
If Owner requires assistance with booking reservations, he is welcome to contact a Vacation Counselor by calling ************** and someone will gladly assist him in this regard. It should be noted, however, that because Owners maintenance assessments are delinquent, his account is subject to use restriction, and he will be unable to secure additional reservations until such time as he brings his account current.
Cancelation.Owner requests cancelation of the Piney Shores Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with his purchase of the Piney Shores Ownership. Also, our records show that the applicable rescission period has expired, and that Owner has outstanding financial obligations owed to the Company. And while we are sympathetic to Owners hardships, the same does not absolve Owner of his contractual obligations. As such, Owner is not entitled to, or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same. Please note, however, that once Owner has remitted his outstanding financial obligations, he may contact the **************************** to request account cancelation. In recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on their maintenance obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. While Owner has satisfied his mortgage obligations, he has outstanding maintenance obligations owed to the Company, and as such, his account is not eligible for cancelation through the Horizons Program at this time. Once Owner remits his outstanding maintenance obligations, he is welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling **************, or by visiting the online website at *************************************************************************.
Owners account is delinquent. To the extent that Owner is facing a financial hardship,we encourage him to contact the ********************************************** by calling **************, to ascertain what options may be available to assist him with bringing his account current. Extended delinquencies may ultimately lead to foreclosure.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:09/29/2024
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.
I was contacted by *** and offered a deal from Holiday Inn Club Vacations where i got 4 days 3 nights stay at one of their locations for $249 with the promise of a gift of $149 cash after I attend a timeshare sales presentation. After trying to attend the presentation, I was told that I could not do so because I was on a work **** in the **. And since I didnt attend the presentation, i could not get the $149. The only reason I took them up on the offer was because of the final cost after the $149 gift. I wasnt told about not being eligible until my trip was over.
Customer Answer
Date: 10/01/2024
Hi,
I have sent this form over fax as well and wanted to confirm it was received. Thanks
Business Response
Date: 10/16/2024
BBB Case # ******** (the Complaint)
We have received and reviewed the concerns as detailed in the Complaint referenced above.
Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated. As such,we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
The Company has contacted Mr. ****** regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.
Sincerely,
******** *******
Holiday Inn Club Vacations Incorporated
Initial Complaint
Date:09/26/2024
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.
I and a friend signed where in the process of paying for a deed under the Silverleaf Resort company. While paying on the deed/mortgage, ********** was bought out by Holiday Inn Clubs. We declined to transfer our Silverleaf deed over to Holiday Inn Clubs and was told we could continue under Silverleaf but would not receive any of the perks Holiday Inn Clubs provided. We paid our mortgage and maintenance fees and was actually close to paying the mortgage off. I called on 9/26/2024 to find out what our pay off amount was and was told that we no longer had an account with Silverleaf due to a charge off on the account. When asked for an explanation of why we had a charge off considering the payments were automatically drafted, they stated we owed ***** dollars and the account was charged off on 7/15/2024. I then informed them that as of 6/17/2024 they were still taking the mortgage and maintenance fees from my account. The agent acknowledged she saw the payments were received but it still showed a charge off. I even explained to her that I had stayed at the resort for our bonus week in July. I also explained to her that I had spoken with an agent in July who had stated the unit we were in the process of paying for was no longer available and that we could move to another unit that was available and we agreed. They were to send us documents for us to sign accepting the change of units via mail and email but we never received either. The agent eventually got a supervisor because she did not know why the it was charged if considering we had been paying. The supervisor then proceeds to tell us that ********** borrowed on our unit, and other units, and did not pay the loan on our unit and since we did not sign an agreement to move to another unit our unit was foreclosed, as well as other units. We then asked why were we not informed of this and she stated we should have gotten a letter that explained our options. she finally stated their was nothing she could do.
Customer Answer
Date: 09/27/2024
attached is the mortgage interest statement
Business Response
Date: 11/08/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** ****** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that *** ***** purchased an annual fixed-week timeshare interest at The Village Resort located in ****** ***** (the Villages Ownership), from ********** Resorts, LLC (Silverleaf) on November 22, 2015, with primary owner ***** ****** Please note that while ********** was acquired by an affiliate of the Company in May 2015, ********** was still conducting sales presentations while the Company was in the process of rebranding each Silverleaf resort as Holiday ******** Vacation locations. Following the acquisition, *** ***** did not directly purchase any additional timeshare interests from the Company.
******** expresses concern with the Villages Ownership being terminated pursuant to the Companys Silverleaf Rightsizing Project. To clarify, please be advised that in 2023, the Company announced the start of a multi-phased project centered on improving and right-sizing certain former Silverleaf resorts, which based on occupancy and use, have more supply than owner and renter demand (the Project). The Villages Resort (herein after the Resort) was one of the resorts impacted by the Project. Accordingly, The Villages Resort Club (the Association) held a vote for the members of the Association to vote on whether or not to terminate the timeshare plan with respect to certain buildings at the Resort. The building associated with *** ****** Village Ownership was affected and as such, she and *** ***** had the option of reassigning their timeshare interest to another unit/building in order to retain their ownership rights at the Resort.
Upon review of our records and the phone conversations that transpired, we find that an agent contacted *** ***** in June **************************************************************** ***** would be required to relocate their unit if they wished to maintain that ownership. *** ***** was advised that the unit change would not impact the original financial terms of her contract and after receiving such explanation, *** ***** was amenable to reassigning her unit. In connection therewith, the agent advised *** ***** that in order to complete the change, documentation would be mailed for review and execution. *** ***** proceeded to confirm the mailing addresses and email addresses on file with the Company. At the same time, the agent advised *** ***** that she would contact *** ***** after their call to confirm that she was also amenable to the reassignment of the unit.
Accordingly,after speaking with *** ****** the agent called *** ****** The agent proceeded to discuss the details of the Project with *** ***** and *** ***** was also amenable to reassigning the unit associated with the Villages Ownership at the time of the telephone call. Our agent advised *** ***** that she would receive documentation via mail and/or DocuSign for review and execution in order to complete the reassignment of the Villages Ownership (the Reassignment Documents). It should be noted that because *** ***** had a PO Box address on file, the Company had to mail the documentation to *** ***** directly as ***** does not allow for shipments to PO Box addresses. *** ***** was informed of the same and advised the agent that once she received the Reassignment Documents via mail, she would obtain *** ****** signature for the same. Our records confirm that the Reassignment Documents were mailed to *** ***** on August *******; however, the same were never returned to the Company.
Later on, May 24, 2024, the Association mailed out a Special Owners Meeting Notice regarding the Project to all impacted owners at the Resort which also disclosed that the termination vote was going to be held on June 28, 2024. Additionally,enclosed with the notice was a voting proxy for impacted members to vote on whether or not to terminate the portion of the Resort and return the proxy via mail. Our records confirm that the voting proxy for the Villages Ownership was never returned. Accordingly, on June 28, 2024, the vote was held for members of the Association to vote on whether or not to terminate the timeshare plan with respect to certain buildings at the Resort. The Association affirmatively voted to terminate a portion of the Resort and as such, the unit associated with the Villages Ownership no longer exists. Accordingly, the Villages Ownership was cancelled within the **************** on the same date as were any pending reservations were subsequently associated therewith. Our records confirm that a notice confirming the same was mailed to *** ***** on July 19, 2024. Please further note that we are unable to find an instance wherein *** ***** or *** ***** were advised that their unit was foreclosed.
On July 9, 2024, *** ***** and *** ***** contacted the Company at which time they expressed dissatisfaction that their pending reservation for their annual fixed-week reservation from July 12th to July 19th was canceled due to the termination of the Villages Ownership. The agent had re-explained the Project and both *** ***** and *** ***** stated that they were unaware of the Project and had not received any documentation regarding the same. However, as stated above, they were informed of the Project in 2023 during recorded phone conversations with our agents. Nevertheless, in an effort to assist, the agent made an exception to re-book *** ****** and *** Greens reservation during the same dates and re-submitted a request to have the Reassignment Documents re-sent via DocuSign.Our records show that the Reassignment Documents were sent to *** ***** on July 31, 2024. Additionally, the Company also re-sent the Reassignment Documents via mail to *** ***** on August 1, 2024, which our records show that they were delivered on August 6, 2024. Neither the DocuSign, nor the mailed copy of the Reassignment Documents were executed or returned by *** ***** or *** ******Based on the foregoing, we find that the Company made several attempts to assist *** ***** and *** ***** with the Project and because the Reassignment Documents were never returned, *** ***** and *** ***** have yet to receive their reassigned unit at the Resort.
To the extent *** ***** and *** ***** wish to still complete the Reassignment Documents, the Company remains willing to assist them with the same. Please note that the timeshare interest will remain a Silverleaf fixed-week timeshare interest and the terms and conditions of the original contract with ********** will still apply in all regards, with only the unit and perhaps the week being altered. *** ****** mortgage, maintenance assessments, and the billing frequency thereof will remain the same as under her original contract with *********** *** ***** will not incur any costs in connection with the reassignment and once *** ***** agrees to reassign her timeshare interest and completes the documentation associated therewith, she will receive a $250 credit towards her maintenance assessments in approximately six (6) to eight (8) weeks. She will also receive a Bonus week deposited into her account which may be used up to one (1) year at any of the historic Silverleaf resort locations. If *** ***** would like to obtain the Reassignment Documents or has questions regarding the Project, we encourage her to contact an agent in the ********************************* at ************** who will be happy to assist her in this regard. If *** ***** and *** ***** no longer wish to reassign the Villages Ownership, the contract will remain terminated, and they will no longer have any rights and/or obligations for the same.
******** requests a refund of monies paid prior to the termination of the Villages Ownership. Our records show that for the Villages Ownership, *** ***** and/or *** ***** last remitted a mortgage payment on June 15, 2024, and a maintenance payment on June 25, 2024. Each of these payments were made prior to the termination of the Resort on July 28, 2024. No payments were made towards the Villages Ownership after the termination thereof. Please note that *** ***** and *** ***** were required to abide by the financial terms of the contract attendant to the Villages Ownership for so long as they owned the same.Therefore, the above payments were contractually obligated, and we find that no refund is warranted for the same. We therefore respectfully decline *** ****** request for the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Initial Complaint
Date:09/26/2024
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.
Holiday Inn Club Vacations Account# ******* / M ******* To Whom It May Concern: My Name is ******* ****. I own a timeshare with the above account number as well as another with **********************. When I was sold the time share #*******, I explained to the salesperson in no uncertain terms that there was no way I could pay for two diAerent timeshares. I was misled during the following conversation and ended up purchasing the other timeshare property. It came to light recently that I was misled, and I have no way to continue to pay for both properties. Therefore, I have no choice but to cancel and get rid of the above property. Sincerely, ******* R. ****
Business Response
Date: 10/23/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ***************** We appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner was invited to attend a Company-sponsored timeshare sales presentation at the Companys Orange Lake Resort located in *********,*******, which he attended on June 26, 2019. At the conclusion of the same,Owner elected to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the ****************************** which would enable him to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owner to one (1) eight-day, seven-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by Owner at the time of purchase. The terms attendant to the Latitudes Package included the requirement that Owner attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Our records reflect that Owner redeemed the Latitudes Package for a July 2022 reservation at the Companys Villages Resort located in *****, ***** and attended our timeshare sales presentation as required on July 11, 2022. At the conclusion of the timeshare sales presentation, Owner elected to purchase an annual standard beneficial timeshare interest in the Orange *************** (the Initial Ownership).The Initial Ownership entitles Owner to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).Thereafter, on July 25, 2023, Owner elected to add to his ownership portfolio by purchasing an annual standard beneficial interest in the Orange *************** (the Second Ownership), which entitles him to an additional ******* Club points per annum. The Initial Ownership and the Second Ownership entitle Owner to a cumulative point allocation of ******* Club points per annum.
Timeshare Presentation. Owner claims he felt misled in connection with his purchase of the Second Ownership. The Companys sales consultants are enthusiastic about vacation ownership and the Club program;however, they do not mislead prospective purchasers into purchasing timeshares from the Company or augmenting their ownership portfolios. Additionally, our sales consultants do not prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases, just as Owner has done on occasion. Additionally, the Companys sales consultants are trained individuals who exercise care in clearly describing, in detail, the benefits, rights, and obligations attendant to each timeshare purchase. Please be advised that the purchase documentation executed by and provided to Owner at the time of each purchase fully discloses the financial obligations associated therewith. Prior to contract documents being generated, Owner was presented with a one-page ******** Proposal, which set forth the main financial terms of each respective purchase, including,without limitation, the purchase price, down payment, amount financed, monthly payment, maintenance assessments, term of loan and interest rate. It was only after Owner signed the ******** Proposal confirming his agreement to these terms that the contract documents were prepared for his execution. In connection therewith, Owner met with a ***************** Officer (QAO) who reviewed the purchase documentation with him to ensure that he had a clear understanding of the same. If Owner had communicated to the ***************** Officer that he did not understand the purchase documents and/or any aspect of his purchase(s), the ***************** Officer would have halted the sale(s) to address those concerns. Likewise, if Owner required additional explanation or more time to review the documents the ***************** Officer would have been happy to provide him with the same. Before leaving each respective sales center, Owner affirmatively advised the ***************** Officer that he understood the terms of his purchase and proceeded to execute the contract documentation applicable to each respective purchase.
Cancelation.Owner requests cancelation of the Second Ownership. We are unable to substantiate Owners claims of wrongdoing the part of the Company. Also, our records show that the applicable rescission period has expired, and that Owner has outstanding financial obligations owed to the Company. As such, Owner is not entitled to, or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same.
Owners accounts are delinquent. To the extent that Owner is facing a financial hardship, we encourage him to contact the ********************************************** by calling **************, to ascertain what options may be available to assist him with bringing and maintaining his accounts current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 11/04/2024
I am sorry I was unable to respond in time, I was trying to compose a respond and misjudged my time limit unfortunately. What step do I need to take to reopen this complaint or open another?
Customer Answer
Date: 11/06/2024

Complaint: 22345004

I am rejecting this response because:I don't agree with the assessment by Holiday Inn. In July of 2022 in speaking to they're sales person **** ***** he told my wife and I that if we waited the three months, he could have our contract refinance. We clearly told Mr. ***** we could not afford two time shares but he insisted it wouldn't be an issue do to the refinancing. And in fact mentioned that they could give me a better rate after that. He also mentioned that because of my status as a veteran, as well as currently working for the US government, there would be no issues. In hindsight, I realize he was simply employing dishonest and underhanded sales practices. I did not see that at the time because Mr. ***** reminded me a great deal of one of my children. Which is likely why they assigned him to my wife and I. All of these things were said to us during his presentation so I was under the belief it was part of Holiday Inn's programs.

In regards to the first property, after bringing up the complaint and trying to cancel the Second property we were no longer allowed access to the property or programs. We realize this will be a long process so I don't believe we should have to pay for a property we are not given access to order programs we are not allowed to use because of the bad practices of Holiday Inn.

Sincerely,

******* ****** ****
Business Response
Date: 11/11/2024
We have received the rebuttal complaint filed by ***************** We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his initial complaint. We appreciate the opportunity to respond to Owners additional concerns.
Refinance.Owner claims he was advised that he could refinance the Second Ownership. We dispute this claim. Please be advised that a persons ability to refinance (or obtain third-party financing) depends upon a multitude of factors, including a persons credit history, the lenders requirements, and the lending climate at the time the loan is applied for. Our sales staff are aware of this and as such they do not opine on the ease of securing alternate financing. It should be noted that subsequent to Owners purchase of the Initial Ownership, he proceeded to finance the Second Ownership with the Company. In connection with each of Owners purchases, he executed an Owner Clarification Form acknowledging his understanding that If you financed your purchase, refinancing options for Timeshare Interests are limited. You are not relying on any promise or expectation of refinancing your loan in the future. Many lending institutions do not offer refinancing options for Timeshare Interests. The Closing Disclosures he executed also provide that refinancing this loan will depend on your future financial situation, the property value, and market conditions. You may not be able to refinance this loan.
Use Restriction. Owner claims that he has been unable to utilize his accounts since he requested to cancel his Second Ownership. Please be advised that Owners accounts are currently under use restriction. However,such use restriction is not due to Owners prior complaint with the Company.Instead, Owners accounts are under use restriction due the delinquencies ************* this time, Owner has outstanding obligations owed for his mortgages,maintenance assessments, and Club dues. Once Owner brings his accounts current,he will be welcome to utilize his accounts and benefits associated ************ the extent Owner requires assistance in bringing and maintaining his accounts current, we encourage him to contact our ************************************* at **************, to ascertain what options may be available to him.
Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners accounts and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchases,including instructions on how to timely request cancelation of his contracts within the statutory rescission period. Since all documentation executed at the time of each sale is in order, signed and acknowledged by Owner, and because we could not substantiate Owners claims of misrepresentation, we stand by our initial response and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services
Customer Answer
Date: 11/19/2024

Complaint: 22345004

I am rejecting this response because:

Sincerely,

******* ****** ****
Customer Answer
Date: 11/22/2024
Holiday Inn has route policy in situations such as this and what their employees know and how they are trained. I would argue that if that is the case, then their staff member **** ***** did not follow their policies. **** ***** was their representative in the situation and misled my wife and I. Is Holiday Inn saying they are not responsible for the actions and comments that their employees do while working and representing Holiday Inn? If **** would not have told us the apparently false information he did during the talks we had for the property, we would not have purchased it.
Policies and training are well and good, but if Holiday Inn does not insure the things their staff is saying, it is all for not. Holiday Inn is responsible for their staff. Have they spoken to their employee about this, has he had any other complaints about these same issues or issues like this. It is unlikely, but I guess possible that we are the only ones **** ***** has done this to.
Customer Answer
Date: 11/26/2024
Holiday Inn has route policy in situations such as this and what their employees know and how they are trained. I would argue that if that is the case, then their staff member **** ***** did not follow their policies. **** ***** was their representative in the situation and misled my wife and I. Is Holiday Inn saying they are not responsible for the actions and comments that their employees do while working and representing Holiday Inn? If **** would not have told us the apparently false information he did during the talks we had for the property, we would not have purchased it.
Policies and training are well and good, but if Holiday Inn does not insure the things their staff is saying, it is all for not. Holiday Inn is responsible for their staff. Have they spoken to their employee about this, has he had any other complaints about these same issues or issues like this. It is unlikely, but I guess possible that we are the only ones **** ***** has done this to.
Business Response
Date: 12/04/2024
We have received the second rebuttal complaint filed by ***************************** insinuates that the Company does not care how its sales consultants conduct themselves during the sales presentation. This is untrue. Please note that the sales consultant who assisted Owner with his purchase of the Second Ownership is no longer employed with the Company, and as such, we are unable to discuss the details of Owners complaints with the sales consultant directly. Notwithstanding the foregoing, please be advised that the Companys sales consultants receive extensive training on the Companys product to ensure that they provide prospective purchasers with full and accurate information prior to leaving the sales center, which information is fully memorialized in the contract documents provided to purchasers. As stated previously, Owner has two (2) active contracts with the Company and at the time of each sale, Owner was required to execute an Owner Clarification Form and Closing Disclosures for each respective contract acknowledging the fact that refinancing options for timeshare interests are limited.
Furthermore,it should be noted Owner previously advised the Company that he hired an attorney / timeshare exit company to assist him with the cancelation of his ownership(s). Please note that the Company has yet to receive a formal letter of representation from any legal counsel representing Owner. In addition, please be advised that many of these timeshare relief companies raise unsubstantiated and baseless allegations of misconduct in an effort to extricate timeshare owners from their contractual obligations. They further encourage owners to forego further payment to the developer, and instead of extricating them from their contractual obligations, what typically happens is the owners timeshare interest is ultimately foreclosed upon for non-payment resulting in irrevocable harm to the owners credit. Most of the time, owners are not aware of these damaging consequences until it is too late. Please be advised that the Company does not negotiate with third-party ********* relief companies, nor does it release timeshare owners who engage the services of third-party timeshare relief companies from their contractual obligations absent a showing of Company wrongdoing. We encourage all of our owners to utilize caution when dealing with such entities and to use extreme caution when dealing with any such entity requiring the payment of thousands of dollars in up-front fees for services yet to be rendered. To the extent that Owner believes that he has been harmed by a timeshare relief company, we encourage him to contact the undersigned at ********************************************* to schedule a time to discuss the same with a member of the Companys Legal Department.
In closing, we have reviewed each of Owners allegations and previously responded with specificity addressing each of the issues raised in his complaints. As no new information has been presented warranting cancelation, we stand by our previous responses and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED

********* *******
Paralegal,Legal Services

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