Vacation Timeshare
Holiday Inn Club Vacations IncorporatedComplaints
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
- 582 total complaints in the last 3 years.
- 180 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/29/2024
Type:Product IssuesStatus: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 express my outrage and severe disappointment with the appalling experience my family and I endured during our recent stay at the Holiday Inn Club Vacations in ************. What was meant to be a special family vacation following my military deployment turned into a nightmare, leaving my children in tears and my family deeply distressed.Upon checking into room on 7/26/24, we discovered essential amenities missing, such as knives, which are crucial for my diabetic mother. Issue was ignored. Later that evening, we returned to find our hotel room door wide open, a shocking breach of security that endangered our belongings, including government property. Front desk's response was grossly inadequate, offering a temporary move with the promise of further disruption in two daysa completely unreasonable solution. Following morning, multiple staff members barged into our room unannounced, claiming we shouldn't be there, causing further distress and humiliation for my family. Despite escalating these issues to the timeshare agent and on-site management, we were met with apathy and empty promises. ****** the on-site manager, promised a relocation to a beachfront hotel, but failed to follow through, leaving us in limbo without any clear plan or communication. That night, our key cards were deactivated, and ***** at the front desk had the audacity to claim we were not even supposed to be on the property, despite our confirmed reservation. This incompetence is unacceptable. My children were left begging to leave, their excitement for this trip shattered. I demand an immediate full refund for our stay, substantial compensation for the distress and inconvenience caused, and a formal apology. I expect a detailed explanation of how such gross mismanagement and neglect were allowed to occur at your establishment. I have made several attempts to communicate with the general manager, ******* ******* and as of today, 8/29/24, she has ignored my communication attemptsBusiness Response
Date: 09/24/2024
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 Ms. **** regarding her concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with her.
Sincerely,
******** *******
Holiday Inn Club Vacations IncorporatedBusiness Response
Date: 09/24/2024
Please see attached for additional information for this case.Initial Complaint
Date:08/26/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a vacation package with Holiday Inn Club Vacations on February 28, 2022. I was not able to meet the time criteria for redeeming the vacation due to significant injury / surgery. Originally, broke my arm a few weeks before slated booking. They extended me and I then had to have emergency surgery to remove a medical device (called the ***** due to sudden failure. I was not medically cleared for flying/travel. They refuse to extend it any more and also refuse to refund. I feel like this is incredible unfair. I've been through a terrible few years with medical injury and recovery. I desperately want this vacation but need another few months to heal. Please would someone help me either get HICV to work with me for refund or extension. This is incredible unfair.Customer Answer
Date: 09/03/2024
I sent so many responses to the email address provided. Why did my claim get closed. It gave me a bullet list of many options. I am very frustrated with BBB for lack of correspondence. I submitted the letter signed with the info for the complaint and everything asked for so I need more info as to why claim was rejected.
Regarding claim: 22195945
Attaching docs again.
Business Response
Date: 09/20/2024
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 IncorporatedInitial Complaint
Date:08/14/2024
Type:Product IssuesStatus: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.
June of 2021 I started a time share with Holiday Inn Club Vacations (****** Resort *************) at this time the Association Dues were $400-$500 dollar yearly fee with the agreement of them not rising more than maybe $100 fluctuations. This was a key thing discussed during my initial intake My monthly payment has been $303.63 I had been paying both up to towards end of 2023 when my health took a turn. I have type one diabetes and it became uncontrolled and I could no longer work my position ( in **** you cant drive semi with CDL with uncontrolled type 1 diabetes) I took a lesser paying position that involved traveling and eventually transfer which led to higher mortgage. In 2023 and early 2024 till 03/24 I tried contacting various ways email, letters and got no response other than additional bills and now a threatening letter that my account is going to be turned over to a Foreclosure Attorney. I was told about ************************** and submitted a complaint and received a return reply from HICV stating that if I filed complaint with Better Business Bureau the **** would give me an answer. I am not seeking any money in return I just can not financially continue to pay the rising cost of Association Dues and my health will not be improving so I feel I will not use this as thought when first purchased. Financial hardship and declining health are the reason for my continued repeated attempts to get myself off of this Holiday Inn Club Vacations timeshare with no association/ responsibility for this timeshare. Please help in this matter I do not want to affect my credit and am willing to just step away again I am not asking for money to be returned just the cancellation of this timeshare with Holiday Inn Club Vacations(****** Resort ************Business Response
Date: 09/16/2024
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 transaction with the Company on June 21, 2021, at which time he purchased an annual standard beneficial interest in the Orange *************** (the Ownership). The Ownership entitles him to ******* points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
Financial Obligations. Owner expresses dissatisfaction with the fact that the Association dues (i.e., maintenance assessments) attendant to the Ownership have increased. Firstly, please be advised that the monthly obligation referenced in the complaint ($303.63) is Owners mortgage payment obligation. Secondly, please be advised that at the time of purchase, Owner elected to roll the first years annual maintenance assessments into his mortgage, which election is fully memorialized in the contract documentation executed by Owner. In addition, the Sales Pre-confirmation Checklist and the Owner Clarification Form executed by Owner both clearly identify the amount of the maintenance assessments applicable to the Ownership (i.e., $889.00) for the then current year (i.e., 2021). The Owner Clarification Form executed by Owner further disclosed that:
Assessments for each Timeshare Interest are billed annually, usually in November. Payment is due by January 1 of the following year. You may elect to finance your first years Assessments, you are only financing your first years Assessments and you will be billed annually for all subsequent years Assessments and you will be responsible for payment of all subsequent years Assessments.
All payment obligations attendant to Owners purchase were fully disclosed to Owner in writing at the time of sale. In addition, the governing documents applicable to Owners purchase clearly discloses that the maintenance assessment obligation is on-going and the fact that it is subject to increase. Upon review of Owners account, we find that his maintenance assessments did not fluctuate more than $100 per year. Furthermore, please note the Association,not sales consultant, are responsible for the determination of and/or increase of the assessments. As such, sales consultants do not make concrete representations regarding how much maintenance assessments will increase in the future. The Association strives to keep maintenance assessments as low as possible; however, there are factors that are outside of our control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these assessments. We will continue to work with the Association to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
Prior Communications. Owner claims that he has previously contacted the Company via email and letters. At this time, we are unable to locate the email and/or letter communications from Owner at this time. To the extent Owner wishes to provide copies of the same, he may email the ************************* at ********************************************* and we will be happy to review further. Notwithstanding the foregoing, our records do confirm that the Company received a complaint from Owner via the ************************** (***). The Company responded accordingly to the *** complaint advising Owner to submit his concerns via the Better Business Bureau.
Cancelation.Owner requests cancelation of the Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with his purchase of the 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 satisfied the mortgage obligations for the Ownership, 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 all other financial obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. Because Owner has outstanding financial obligations owed to the Company, his account is not eligible for cancelation through the Horizons Program at this time. Once Owner satisfies his mortgage 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 them 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 ServicesCustomer Answer
Date: 09/19/2024
Complaint: 22140190
I am rejecting this response because:
Thank you for your response. Please put it into foreclosure. That would be fine. Let me know what the next steps are
Sincerely,
******* J *****Business Response
Date: 10/02/2024
We have received the rebuttal complaint filed by ****************************** requests that the Company submit the account associated with the Ownership for foreclosure. Please be advised that the contract documentation executed by Owner in connection with his purchase of the Ownership grants the Company the right, but not the obligation, to foreclose upon the Ownership at the Companys discretion. Previously, we advised Owner that extended delinquencies may ultimately result in foreclosure. Please note that any such foreclosure may result in substantial harm to his credit. To the extent Owner does not cure the outstanding balances due on his account and foreclosure proceedings are initiated, Owner will receive proper notices regarding the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 10/09/2024
Complaint: 22140190
I am rejecting this response because:Hello,
Thank you for the response. Could you go ahead and move in into a foreclosure status? I don't plan on making anymore payments to this timeshare
Sincerely,
******* J *****Business Response
Date: 10/28/2024
We have received the second rebuttal complaint filed by ****************** We maintain that the Company previously addressed Owners concerns. As such, we refer Owner to our previous responses as our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
***** *********
Legal Administrative Assistant, ******************Customer Answer
Date: 11/04/2024
Complaint: 22140190
I am rejecting this response because:
As we have discussed previously please proceed with foreclosure. I was misled as to costs and have had a change in health.
Sincerely,
******* J *****Initial Complaint
Date:08/13/2024
Type:Sales and Advertising IssuesStatus: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 went to orange lakes and went to a tour and was sucked in to purchasing a timeshare. In the contract it said I had ************************************************** a letter and I also called and called and called and no one would help me they said I had to call quality control specialist. I have left several messages and no one has called me back which is so RUDE. I want to cancel my contract and get my ****** back. This is ridiculous how I can not get any help from this. Quick to sign you up for timeshare but cant help you.Customer Answer
Date: 08/26/2024
My original letter that I sent off was dated August 2 and they claim they did not get itBusiness Response
Date: 09/19/2024
Thank you for contacting the Holiday Inn Club Vacations Incorporated (the Company)in connection with the complaint filed with your office by ******************** appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner entered into a purchase transaction with the Company on July 23, 2024, at which time she elected to purchase an annual standard beneficial interest in the Orange *************** (the Ownership). The Ownership entitled Owner to ****** points per annum in the Companys points-based exchange program, the Holiday ****************
Owner claims that she was sucked in to purchasing the Ownership. Please note that our sales consultants are enthusiastic about vacation ownership and the benefits afforded through our Club. They make suggestions to prospective purchasers regarding how the Club program might be of interest to them. They do not, however, force or mislead prospective purchasers to purchase timeshare interests. If Owner did not believe that her purchase constituted a good purchase at the right price, she was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase,just as many prospective purchasers do each day. In addition, at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify her primary reasons for purchase thereon. Owner listed more vacations,more family time, and value. As such, we dispute Owners assertions that she purchased a timeshare interest that she did not want.
Owner claims that she timely exercised her rescission rights within the prescribed rescission period. Our records reflect otherwise. As stated above, the date of purchase was July 24, 2024. The purchase transpired in *******, and as such,Owner was afforded ten (10) calendar days (not business days) after the purchase date in which to rescind the contract. Accordingly, the last day for Owner to exercise her rescission rights was August 2, 2024. However, please note that Owners Purchase Agreement clearly also disclosed that you must notify the Seller in writing of your intent to cancel. Your notice of cancellation shall be effective upon the date sent. Therefore, while our records confirm that Owners written notice was dated August 2, 2024, the tracking information associated therewith shows that the notice was not mailed until August 12, 2024, which is ten (10) calendar days after the prescribed rescission period. The Company has no record of having received written notice from Owner that was sent within the prescribed rescission period and as such,her rescission request was denied. In connection therewith, a Company-agent called and notified Owner of the same on August 26, 2024.
Furthermore,Owner paid $300 towards the down payment for her purchase of the Ownership and agreed to remit the remaining balance of $850 via scheduled payments beginning on August 22, 2024, and ending on September 21, 2024. However, Owner instead elected to forego remitting the initial scheduled payments and elected to forego making subsequent payments. On September 13, 2024, the contract for the purchase of the Ownership was canceled pursuant to the default provisions of the Purchase Agreement and the partial down payment was retained by the Company as liquidated damages pursuant to terms thereof.
Due to the default cancelation, Owner no longer has any obligations with respect to the Ownership. As such, we consider this matter to be closed.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 09/19/2024
Complaint: 22138582
I am rejecting this response because: my letter was recieved with 8/2/24 within the cancellation limits and my 300$ need to be refunded back to me.
Sincerely,
****** *****Business Response
Date: 10/02/2024
We have received the rebuttal complaint filed by Ms. ********************* insists that she timely submitted her rescission request to the Company and restates her request for a refund. As stated previously, the Company has no record of having received a written notice from Ms. ***** that was sent within her prescribed rescission period. As such, we maintain that Ms. ***** is not entitled to a refund of her $300 partial down payment as the same was retained as liquated damages pursuant to the terms of the Purchase Agreement she executed in connection with her purchase of the Ownership. We therefore respectfully decline Ms. ****** request for the same.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 10/03/2024
Complaint: 22138582
I am rejecting this response because: There was no liquidity damage my letter clearly states the correct date within the rescission period
Sincerely,
****** *****Initial Complaint
Date:08/13/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am an owner of a time share at Royal Resort which is owned by Holiday ******** Resorts. Royal Resorts has an entity called Royal Resorts ************** of which I am a member. My membership number is *******. With membership in **************, I am able to exchange my room week for points which I can use to book a week at a different resort. I have been trying for months to contact Royal Resorts ************** both by telephone and by email. When I call and follow the menus I get music that lasts forever. When I send an email it gets returned because the email address on the web site does not exist. When I called the phone number of Holiday Inn Club Vacations I get a call center which would not or could not give me the phone number of the corporate office so that I could speak with someone who might fix my problem which is that I want to cancel my membership in Royal Resorts **************. The membership fee is $259 which I have not paid for this year because I want to cancel the membership with an effective date of January 1, 2024. I want to cancel this before my lack of payment results is late fees and reporting to the credit bureaus lowering my FICO score.Business Response
Date: 09/05/2024
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.
Please note that the Company acquired the ********************************** from Royal Resorts in May 2023. Our records confirm that **************** purchased a *************************** Membership from Royal Resorts prior to the acquisition.
*************** requests assistance with the cancelation of the above referenced membership. We sincerely apologize to **************** for any delay she has experienced in connection with receiving assistance with her request. Upon receipt of Ms. ******* complaint, we had an agent contact **************** to provide her with the necessary contact information to submit her request. Our records show that **************** was contacted on or about August 20, 2024, and we have confirmed that **************** will not be required to remit the fee reflected within the attachment she provided. To extent that **************** requires additional assistance with her request, we ask that she contact our **************** directly at **********************************************
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
*********************************
Paralegal,Legal ServicesCustomer Answer
Date: 09/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:08/12/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are not happy with the decision we made to purchase a timeshare with Holiday Inn Club Vacations. We have tried to work out our problems but we can't seem to agree on a resolution. The salesperson, the quality assurance representative, and the sales manager were never forthcoming about what was involved with this timeshare. We have tried for years to book a vacation and have never been able to use it. We have tried to book hotels, cruises, and flights and have never been able to benefit from this timeshare as we were told. We recently reached out to the resort to discuss our options to terminate the timeshare and they told us it was up to us to get rid of it or pay them thousands of dollars more before they would help. We have never really gotten any clear answers from them. We know now that we have been trapped in a money pit without a way to get out. We should be allowed an option to get out of this contract based on the information we were given from the start. We would not suggest anyone get involved with a program like this.Business Response
Date: 10/04/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************* appreciate the opportunity to respond to the concerns set forth therein.
Our records show that Owner entered into a purchase with the Company on November 27, 2018, at which time he elected to purchase an annual Standard beneficial interest in the Orange *************** (the Ownership). The Ownership entitles Owner to ******* points per annum in the Companys points-based exchange program, the Holiday ****************
Owner vaguely claims that he was not given truthful or accurate information regarding his purchase of the Ownership. Owner, however, fails to elaborate on the alleged wrongdoing on the part of the Company. We therefore deny these claims as being untrue and contrary to the Companys sales process. During the timeshare presentation, Owner met with a sales consultant and manager who explained our Club program to him. The sales consultant asked Owner about his vacation habits, needs and goals and described how ********* ownership might be of interest to him. At the conclusion of the timeshare presentation, Owner freely advised the sales consultant that he wanted to make a purchase, and he executed the purchase documentation in connection therewith. Owner also met with a ***************** Officer (QAO) who assisted him with ensuring that he executed the purchase documentation correctly and answered any additional questions he may have had related to the same and/or his purchase. Owner was afforded as much time as he needed to ensure that he was making an informed buying decision. If Owner had advised the *** at any time that he did not understand the terms of the purchase or that he was not making an informed buying decision, the *** would have halted the sale to address any concerns at issue. Owner, however, left our sales center after having agreed to the terms contained in the purchase documentation, including without limitation, the financial obligations thereto and having acknowledged his understanding of the same. Owner also left the sales center with copies of the purchase documents he executed for further review and reference, which also included clear disclosure of his rescission right and how to exercise the same within the statutory timeframe. Owner, however, did not exercise this right.
Owner claims that he has never been able to use the Ownership. Our records reflect otherwise. Firstly, please note that Owner may utilize his Club points to secure reservations at any of the Companys thirty (30) resort locations in any available unit for any length of stay, provided that he has a sufficient number of Club points for the desired reservation and his financial obligations are current. Owner was given the Member Guide which shows him exactly how many Club points are required to secure reservations at each of the Companys resort locations, broken down by resort, season, unit type, unit size, and day of the week. Club points may also be utilized to secure reservations at thousands of ***-branded hotels worldwide through the Companys affiliation with *** and/or thousands of resorts worldwide through the Companys exchange affiliate, ************ points may also be used towards discounts on airfare, car rentals,cruises, and more, through the ********************** program. As such, there are a number of ways that Owner can utilize his Club points. Secondly and contrary to Owners assertions, Owner has previously utilized his Ownership by transferring approximately ******* Club points towards ***, where points so deposited never expire. Notwithstanding the foregoing, if Owner requires assistance on how to utilize his Club points to their fullest potential, we recommend that he contact a Vacation Counselor at **************, who will be happy to assist in that regard.
Owner claims that he previously contacted the Company requesting cancelation of the Ownership. Our records confirm that Owner and/or his wife have previously contacted the Company on three (3) occasions to advise that they no longer desire to retain the Ownership. In connection therewith, our ******************* advised that due to the outstanding mortgage obligations attendant to the Ownership, their only current option is to sell the same independently to a bona fide third party in accordance with the Companys transfer requirements. Additionally, Owner was advised that in recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on all other financial obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. Because Owner has outstanding mortgage obligations owed to the Company, his account is not eligible for cancelation through the Horizons Program at this time. Once Owner satisfies his mortgage obligations, he is welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling **************, or by visiting the online website at *************************************************************************.
Owner restates his request for cancelation. We are unable to substantiate Owners claims of wrongdoing in connection with his purchase of the 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 **************** hardships, the same does not absolve Owner of his contractual obligations.
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 maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 10/14/2024
Complaint: 22130390
I am rejecting this response because it does not sufficiently address our complaint. Their salesperson, **** ******* did not fully disclose what we would be in for by purchasing this timeshare. We have paid a significant amount of money and have never been able to use what we are paying for because of this. We have tried a number of times to plan a vacation and have been unable to take advantage of what we are paying for. Therefore, we have wasted thousands of dollars on this program over the years. The ***************** person you mentioned, ******* *****, is also to blame for misleading us. **** ****, who was the manager they brought in to seal the deal because we were not convinced this would work for us. After five long hours of being held, your team of people made us feel we had no other choice. You have robbed us for over five years. Now that we have brought this to your attention, no one wants to take accountability. We are in a financial bind that was caused by your company and we would like you to let us out of the agreement immediately.
Sincerely,
******* and **** ******Business Response
Date: 10/24/2024
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 initial complaint.However, we appreciate the opportunity to address Owners additional concerns.
Owners claim that they were held for five (5) hours at the Companys timeshare sales presentation. Please be advised that the Companys timeshare presentations are approximately two (2) hours for new owners, with the actual duration dependent upon 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 will be selected and contract documentation will be prepared, reviewed, and executed,which accounts for any additional time Owners spent at the sales center in connection with their purchase. We further restate that our sales consultants do not force anyone into making purchases. They do not lock prospective purchasers in the sales center, nor do they otherwise prevent them from leaving the sales center. Owners were welcome to leave the sales center without making a purchase just as many purchasers do each day.
While we sympathize with **************** hardship, we must advise that Ownerspurchase documents are in order containing full and accurate disclosure of the terms and conditions of the Ownership, including their obligation to adhere to the financial obligations they agreed to at the time of sale. We therefore stand by our previous response and our position remains unchanged.
We restate that if Owners require assistance with maintaining their account current, we encourage them to contact our ************************************* at ************** to see what options may be available to them in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesInitial Complaint
Date:08/10/2024
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear BBB,Holiday Inn Club Vacations has deceptive sales practices and predatory tactics. My experience with this company has been nothing short of a nightmare, and I am writing to expose their fraudulent behavior and warn others about their deceitful practices.When I first purchased a timeshare from Holiday Inn Club Vacations, I was led to believe that I would be able to use the property and enjoy the benefits of ownership. However, I soon realized that this was not the case. Instead, I found myself trapped in a never-ending cycle of sales pitches and constant pressure to upgrade my membership.Despite my repeated attempts to work with Holiday Inn Club Vacations to get out of this useless timeshare, they have refused to cooperate. They have told me that I must pay off the loan, even though the ownership is useless to me and I have no desire to ever use it again.What's worse is that Holiday Inn Club Vacations appears to be using a scheme to just keep getting people to upgrade. Instead of providing real value to their customers, they simply want to squeeze every ***** out of them that they can.I am deeply upset and hurt by this experience, and I believe that my experience is indicative of a larger problem with Holiday Inn Club Vacations and the way they do business. I urge you to investigate this matter thoroughly and take action to protect consumers from the deceitful tactics of this company.Thank you for your attention to this matter.Sincerely,***** *********Customer Answer
Date: 08/21/2024
Please reopen the complaint so that I may respond to companies communication. I apologize for not following up timely.Customer Answer
Date: 08/25/2024
I emailed owner support on 7/29/24 regarding our disappointment with account, and they sent us in a circle regarding another program to seek out, the horizons club.
Business Response
Date: 09/18/2024
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 in to his first transaction with the Company on October 5, 2021, at which time he purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Initial Ownership). The Initial Ownership entitled him to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on June 10, 2022, Owner elected to trade-in his Initial Ownership for the purchase of an annual standard beneficial interest in the Orange *************** (the Upgrade Ownership),entitling him to ******* Club points per annum. Owner 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) 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.
Marketing Promotion. Owner expresses dissatisfaction with regard to attending the Company's sales presentations. 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. Owner was under no obligation to participate in the ****************** promotions, and he is welcome to decline any invitations extended to him in connection therewith.
Pressure / Upgrade. Owner alleges that he was pressured to upgrade his Initial Ownership. Please note that our sales consultants do not push, 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 Owner himself has done on one (1) occasion. Furthermore, during the June 2022 presentation, Owner met with a sales consultant who asked if his current ownership was meeting his vacation needs. Based on Owners response, the sales consultant offered Owner the opportunity to expand his ownership portfolio.After the June 2022 purchase, Owner increased the number of Club points allotted to him. The more Club points an owner has in his or her account, the more options the owner will have regarding vacations options, which was fully disclosed to Owner at the time of purchase and in connection with each sales presentation he has attended. Additionally, upon purchasing the Upgrade Ownership,Owner gained access to II, which increased the number of vacation options available to him. As such, if Owner did not believe that the offers provided to him at each respective presentation met his desired needs or constituted good purchases at the right price, he was welcome to decline our offers and/or cancel the applicable purchases within the statutory rescission period. In addition, at the time of each purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify his primary reasons for purchase thereon. For the Initial Ownership, Owner listed need more family vacations,pass it down to my children, and save money over time. For the Upgrade Ownership, Owner listed not enough previous points, II, and price protection for future. As such, we dispute Owners assertions that he was pressured into purchasing timeshare interests that he did not want.
Club Benefits. Owner vaguely expresses dissatisfaction with regard to the benefits attributable to the Upgrade ************ stated above, Owner may utilize his Club points in numerous ways. Upon review of Owners use history, we find that Owner booked one (1) Club reservation under the Upgrade Ownership. We therefore find that Owner has successfully been able to travel with his Club points.Notwithstanding the foregoing, if Owner requires assistance with booking reservations and/or utilizing his Club points to its fullest potential, he is welcome to contact a Club Counselor by calling ************** and someone will gladly assist him in this regard.
Cancelation.Owner claims that he previously requested cancelation of the Upgrade Ownership and was denied. Our records confirm that Owner has previously contacted the Company to advise that he no longer desires to retain the Upgrade Ownership. Owner has previously been advised that because of his outstanding mortgage obligations, his only option is to sell the same independently to a bona fide third party in accordance with the Companys transfer requirements. Owner was reminded that the Company does not have a buy-back or resale program and was advised that some owners have experienced success with resale through the third-party company, ********** Only. Please be advised that Timeshares Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through ********** Only, or otherwise.
Yet,Owner restates his request for cancelation. We are unable to substantiate Owners claims of wrongdoing in connection with his purchase of the Upgrade Ownership. Also, our records show that the applicable rescission period has expired, and that Owner has outstanding financial obligations owed to the Company. Based on the foregoing, Owner is 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 once Owner has satisfied the mortgage obligations for the Upgrade Ownership, he may contact the **************************** to request account ************** recognition that circumstances change over time, the Company allows owners who have satisfied their mortgage obligations and who are current on all other financial obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. Once Owner satisfies his mortgage obligations, he is welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling *************, or by visiting the online website at *************************************************************************.
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 maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
***** *********
Legal Administrative Assistant, ******************Initial Complaint
Date:08/09/2024
Type:Order IssuesStatus: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.
CD ***************************** Inn Member ID: ******** Complaint Details:I am filing this complaint due to the misrepresentation of the *********** Timeshare program by Holiday ****************** When I was sold this timeshare, it was presented as a valuable investment with long-term benefits, including the ability to resell if it became unaffordable or undesirable. Unfortunately, this has proven false. The value of the timeshare is far below the cost, and I have encountered relentless suggestions to increase my investment, which only adds to my financial burden.The presentation of this timeshare was also misleading. I was led to believe that the process would be quick, but I ended up wasting five hours of my day, which ruined my vacation. If I had known what I was signing up for, I would have never accepted the offer of a free stay. The ongoing stress of meeting my financial obligations for this timeshare is now affecting my daily life, and I deeply regret this purchase.Due to the misleading information provided during the sale, I am seeking assistance to terminate my timeshare membership with Holiday ****************** I request a prompt response to this matter.Customer Answer
Date: 08/26/2024
my last contact with the resort was January 2024Business Response
Date: 09/20/2024
Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ********************** 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 ******************** Resort located in *********,******, which he attended on April 21, 2013. 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) 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 January 2014 reservation at the ******************** Resort located in *********, ****** and attended our timeshare sales presentation as required on January 5, ******* the conclusion of the timeshare sales presentation, Owner elected to purchase a biennial timeshare interest at the *********** Resort (the Initial Ownership).The Initial Ownership entitled Owner to ****** points every even year in the Companys points-based exchange program, the Holiday ******** (Club).Thereafter, on September 6, 2021, at which time he attended another Company presentation and at the conclusion of the same, he elected to purchase trade in the Initial Ownership and applied the accrued equity therein towards the purchase of an annual standard beneficial interest in the Orange *************** (the Upgrade Ownership). The Upgrade Ownership entitles Owner to ****** Club points every year.
Marketing Promotion / Duration. Owner expresses dissatisfaction with regard to attending the Company's sales presentations. 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. Owner was under no obligation to participate in the ****************** promotions, and he is welcome to decline any invitations extended to him in connection therewith.
Owner also claims that the Companys timeshare presentation lasted five (5) hours.Please note that the duration of the Companys presentations are approximately two (2) hours for new owners and one (1) hour for existing owners. However, the actual duration will depend on a prospective purchasers level of interest and questions asked. At the conclusion of the sales presentation, the prospective purchaser is asked whether he or she would like to make a purchase. Those wanting to purchase then select inventory and thereafter the contract documentation is prepared for the prospective purchasers review and ************ addition, any incentives offered to prospective purchasers in exchange for their attendance at the sales presentation are provided at this time. Each of these factors accounts for any additional time Owner spent at the sales center in connection with his purchases.
Timeshare Presentations. Owner claims that he was misled into making his purchases.Please note that our sales consultants do not mislead, 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 Owner himself has done on five (5) occasions. Furthermore, during the 2021 presentation, Owner met with a sales consultant who asked if his current ownership was meeting his vacation needs. Based on Owners response, the sales consultant offered Owner the opportunity to expand his ownership portfolio. After the 2021 purchase, Owner increased the number of Club points allotted to him. The more Club points an owner has in his or her account, the more options the owner will have regarding vacations options, which was fully disclosed to Owner at the time of purchase and in connection with each sales presentation he has attended. Ultimately, if Owner did not believe that the offers provided to him at each respective presentation met his desired needs or constituted good purchases at the right price, he was welcome to decline our offers and/or cancel the applicable purchases within the statutory rescission period. In addition, at the time of each purchase, Owner were asked to execute a Sales Pre-Confirmation Checklist and to identify their primary reasons for purchase thereon. For the Initial Ownership, Owner listed vacation opportunity, points program, and flexibility.For the Upgrade Ownership, Owner listed more points, changing the way I use my ownership, and broader options. As such, we dispute Owners assertions that he was misled into purchasing timeshare interests that he did not want.
Investment / Resale. Owner claims that the Upgrade Ownership was presented as an investment. We dispute this claim. Please be advised that the Company does not promote its timeshares as income generators and/or financial investments for profit. Timeshares are use-based products, the value of which is derived from the use thereof, and Owner was advised of the same at the time of the purchase. Owner executed the Owner Clarification Form at the time of purchase and initialed the provision that provided the timeshare interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale of timeshare interests is poorly established. And while Owner may opt to sell or transfer the Upgrade Ownership to a bona fide third party in accordance with the Companys transfer requirements, and subject to any mortgage(s) placed on the property, the Company does not offer resale services to assist owners in this regard and we do not advise prospective purchasers to the contrary.
Cancelation / Refund. Owner requests that the Company cancel the Upgrade Ownership and issue a refund of monies paid toward the same. We are unable to substantiate Owners claims of wrongdoing in connection with his purchases.Also, our records show that the applicable rescission periods have 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 or a refund. We therefore respectfully decline Owners request for the same. Please note, however,that once Owner has satisfied the mortgage obligations for the Upgrade Ownership, 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 all other financial obligations, the ability to surrender their ownerships,without refund, through the Companys Horizons Program. Because Owner has outstanding mortgage obligations owed to the Company, his account is not eligible for cancelation through the Horizons Program at this time. Once Owner satisfies his mortgage obligations, he is welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling **************, or by visiting the online website at *************************************************************************.
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 maintaining his account current.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 09/25/2024
Complaint: 22117455
I am rejecting this response because:
September 25, 2024
Holiday Inn
VIA BBB Portal
Member ID: ********
Dear Ms. ***************************** you for your response regarding my concerns with Holiday Inn Club Vacations and my ownership experience. I appreciate the opportunity to clarify and provide additional context around the issues I've raised.
While I understand the technical details outlined in your response, my frustration stems from feeling misled during the sales process and the ongoing burden this ownership has caused me. When I first attended the presentation in 2013, I was under the impression that this timeshare was presented as a valuable long-term investment, with an emphasis on the potential for resale if I no longer found it affordable or desirable. However, as Ive come to learn, the reality is quite different. The resale market for timeshares, as youve stated in your response, is poorly established. This information was not made clear to me at the time of purchase, which has only added to my financial strain and frustration over the years.
Additionally, I would like to address the issue of the sales presentations. I understand that the stated length of the presentations may vary depending on the prospective purchasers interest and questions. However, my experience was far from what I anticipated. The presentation lasted over five hours, which significantly impacted my vacation, and I left feeling pressured to make decisions that I didnt have sufficient time to fully consider. If I had known the process would be so drawn out and intense, I would not have agreed to attend in the first place.
Regarding the claim that I could have cancelled within the rescission period, I want to highlight that, during these presentations, I felt overwhelmed and misinformed. The pressure to make quick decisions without fully understanding the long-term implications led me to move forward with the purchases. Now, with the weight of this timeshare affecting my financial and personal well-being, I regret not having fully grasped the reality of what I was committing to at the time.
I am not disputing that I signed the necessary documents, but I truly feel that the presentations did not provide me with the full transparency I needed to make an informed decision. I now find myself in a difficult financial situation, one that I did not anticipate when I purchased the timeshare. While I understand your position on the matter, I am asking for understanding and consideration regarding my current circumstances.
I would be grateful if we could explore options to alleviate this burden, such as the possibility of working towards an early resolution or exploring a more affordable payment plan. I believe that a compromise could be reached that benefits both parties, rather than allowing this to continue to negatively affect my life.
I look forward to your understanding and assistance in finding a fair and reasonable solution.
Sincerely,
CD ******* Jr.Business Response
Date: 10/25/2024
We have received the rebuttal complaint filed by ******************** We maintain that Owner (i) was not forced to enter into a purchase agreement with the Company, and (ii) received full disclosure of all the terms and conditions attendant to the purchase of the Upgrade Ownership.
Owner insists that he was pressured to enter into his purchases. As previously stated, our sales consultants do not force anyone to purchase our product. They do not lock prospective purchasers in the sales center, nor do they otherwise prevent them from leaving the sales center without making a purchase. Additionally,Owner references the 2013 presentation. As previously stated, Owner did not purchase a timeshare interest during this presentation. Instead, he elected to foregoing purchasing a timeshare interest and instead purchased a Latitudes Package. Owner later returned in 2014; at which time he purchased his first timeshare interest with the Company. Furthermore, had Owner actually been under such duress during the course of the 2014 sales presentation, we find it unlikely that he would have returned to attend six (6) additional sales presentations thereafter, five (5) of which he declined purchasing. Furthermore,all of the Companys sales presentations are voluntary. If Owner does not wish to attend additional sales presentations in the future, he is welcome to decline any invitations and/or incentives offered to him in exchange for his attendance.
While we sympathize with **************** hardship, we must advise that Owners purchase documents are in order containing full and accurate disclosure of the terms and conditions of the Upgrade Ownership, including his obligation to adhere to the financial obligations he agreed to at the time of sale. We therefore stand by our previous response and our position remains unchanged.
We restate that if Owner requires assistance with maintaining his account current,we encourage him to contact our ************************************* at ************* to see what options may be available to him in this regard.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 10/29/2024
Complaint: 22117455
I am rejecting this response because:
October 29, 2024
Holiday Inn Club Vacations
Attn: Owner Support
*****************************************************
Orlando, FL 32819
Re: Member ID: ********
To Whom It May Concern,
Thank you for taking the time to review my previous response and for providing additional clarification. I appreciate your continued engagement in addressing the issues Ive raised, and Id like to offer further insights into the challenges Ive experienced regarding my timeshare ownership.
While I recognize that your sales consultants may not physically prevent individuals from leaving presentations, its important to convey the emotional pressure and sense of obligation that I felt during these presentations. The duration and intensity of the sessions, as well as the tactics used, left me feeling worn down and compelled to make decisions on the spot without the chance to fully evaluate my options. Attending multiple presentations may seem contradictory, but each time I was hopeful that my concerns would be addressed or that Id finally receive the clarity I needed regarding the long-term implications of this ownership. Unfortunately, I now find myself in a situation that has placed considerable strain on both my finances and overall well-being.
Regarding your point on the documentation, I fully understand that I signed the necessary agreements. My concern is not about the legality of the paperwork but rather about the transparencyor lack thereofsurrounding the resale potential and financial implications I would later face. At the time, I was led to believe that the investment was sound and that I would have options if I ever needed to exit. The reality, as Ive since discovered, has been drastically different, leaving me with a commitment that has become an ongoing financial and emotional burden.
I understand that you may not be in a position to cancel the contract outright, but I am asking for understanding and flexibility in light of my current circumstances. My goal is not to shift responsibility but to work collaboratively with you toward a resolution that respects the challenges I am now facing. If there are options available for reducing my financial obligations or modifying the payment structure in a way that might be more manageable, I would be grateful for any consideration.
Thank you for your time and attention to my concerns. I look forward to any suggestions you may have that can help alleviate this difficult situation.
Respectfully,
CD ******* Jr.Initial Complaint
Date:08/08/2024
Type:Order IssuesStatus: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 initially purchased our timeshare with Silverleaf under a weekly reservation system, owning week nineteen, which aligned with Mother's Day. However, the suites were consistently poorly maintained, despite paying maintenance fees. After ********** was acquired by Holiday Inn Club Vacations, we were pressured into switching to a points system. We were promised more flexibility, but this was not the case.Our first points-based stay at ************************************, was disappointing, with unhygienic conditions and extended sales meetings that wasted our vacation time. Despite upgrading for better accommodations, we experienced no improvements, and many promises, such as a personal concierge, were not fulfilled. Booking desirable locations remains difficult, and basic amenities are insufficient for a week's stay, now requiring additional costs.Despite assurances that our maintenance fees would remain stable, they have increased yearly, and a supposedly "voluntary" contribution has been added to our annual bill. The discrepancy between sales promises and our actual experience leaves us feeling deceived. We request the cancellation of our timeshare contract and a refund of any owed funds.Sincerely,****/****** *******Business Response
Date: 09/06/2024
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.
Upon receipt of the complaint, we reviewed our records for Owners accounts. Our records show that in 2012, Owners purchased one (1) timeshare interest from Silverleaf Resorts, LLC (Silverleaf). As your office is aware, ********** was acquired by an affiliate of the Company in May 2015. Following the acquisition,********** owners were invited to attend voluntary timeshare sales presentations to answer any questions they may have had regarding the Companys acquisition of ********** and to inform them of available benefits through the Companys points-based exchange program, the Holiday **************** Owners attended a Company-sponsored sales presentation in May 2016, at which time they elected to foregoing augmenting their ownership portfolio. Later in May 2017,Owners attended a second presentation. At the time of the 2017 sales presentation,Owners owned (i) an annual fixed-week timeshare interest in the *********************************** located in ************, ************* (the Silverleaf Ownership). At the conclusion of the sales presentation, Owners elected to trade-in the Silverleaf Ownership and applied the accrued equity therein towards a purchase of an annual timeshare interest at the ***********************************, which entitled them to ******* Club points per annum (the Second Ownership). Later in May 2019,Owners elected to trade-in the Second Ownership and applied the accrued equity therein towards the purchase of an annual standard beneficial timeshare interest in the Orange *************** (the Third Ownership), which entitled Owners to ******* Club points per annum.
Marketing Promotions. Owners claim that they attended the Companys timeshare presentations while on vacation. 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 were under no obligation to participate in the ****************** promotions and were welcome to decline any invitations extended to them in connection therewith.
Pressure.Owners further claim that they were subjected to pressure in connection with making their purchases with the Company. We dispute this claim. Our sales consultants are enthusiastic about our resort offerings, but they do not force anyone to purchase our product and many people who attend sales presentations leave the sales center without making purchases. It should be noted that ********** owners are advised that joining the points-based program is purely optional and failure to do so does not affect their entitlements under their ownerships with ********** and/or how their ownerships function. Owners were welcome to retain the Silverleaf Ownership and all of the rights and obligations of that ownership would remain intact pursuant to the contract documentation between them and **********, and they were advised of the same at the time of the 2017 purchase. Owners who forego membership in the Club, are not, however, eligible for Club benefits or able to participate in the points system offered through the Club, nor are they able to utilize the resorts in the Companys portfolio other than the Silverleaf resorts through their membership. The only way to avail oneself of those benefits is to purchase inventory directly from the Company. Additionally, when Owners advised that they wanted to join the Club, they were told that they could either retain their Silverleaf Ownership and purchase a second timeshare interest (at which time they would be afforded the option to also enroll their Silverleaf Ownership into the Club at no additional charge), or they could trade-in the Silverleaf Ownership and apply the equity they had accrued therein towards the new purchase. Owners selected the second option, which the Second Ownership provided them with more resort options and vacation choices as well as increased flexibility over the fixed-week ownership they previously had with **********.
Later,when Owners attended the 2019 timeshare presentation, Owners met with a sales consultant who asked if their current ownership was meeting their vacation needs. Based on Owners responses, the sales consultant offered Owners the opportunity to expand their ownership portfolio to increase the number of Club points allotted to them. After the 2019 purchase, Owners increased the number of Club points they would be allotted in their ownership portfolio, affording Owners with more vacation options. Notwithstanding the foregoing, if Owners did not believe the offers presented during each presentation were good purchases at the right price, they were welcome to decline the same, just as Owners did during four (4)Company-sponsored presentations. Alternatively, Owners could have elected to exercise their right to cancel each ownership within each respective rescission period, which they failed to do.
********* / Amenities. Owners claim that they were promised personal concierge services. Please note that the Company does offer concierge services at several resorts. ********* services are available for owners who have booked reservations in Signature Collection units. Whether an owner has access to concierge services is wholly dependent on whether he/she has booked a reservation in a Signature Collection unit, and not on his/her underlying ownership. Upon review of Ownersreservation history, we find that they have not booked any reservations in the Companys Signature Collection units and were therefore not entitled to such benefit during their stays.
Owners express displeasure at the fact that some amenities require an additional fee. Some amenities will be included with their reservation, while the use of other amenities may require the payment of additional fees, which was disclosed in the Member Guide provided to Owners at the time of their purchases with the Company.
Availability.Owners claim that they have experienced difficulty in booking reservations.Please note that it was fully disclosed to Owners at the time of each purchase that all reservations are subject to availability and that if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation. It was also fully disclosed to Owners that 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. Upon review of Ownersuse history, we find that they completed five (5) reservations after joining the Club.
Accommodations.Owners claim that that they have experienced a number of issues with the resorts and accommodations received. We confirm that Owners previously raised several concerns regarding their accommodations with Silverleaf, which concerns were addressed when raised. As it pertains to their stays with the Company, we find that Owners have stayed at the Companys Orange Lake Resort on three (3)occasions, but we have no record of Owners raising any concerns during their stays. Regardless of the same, we sincerely apologize to Owners to the extent that ********** and/or the Company failed to meet their expectations in this regard. Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests and owners. If ever there is an area that is not to the quality standard we strive to provide, once brought to our attention, we endeavor to correct the areas that need improvement right away. In addition, we are happy to report a number of improvements to many of our Silverleaf resort locations since the rebranding as Holiday Inn Club Vacations resort locations.
Maintenance Assessments. Owners express concern with the voluntary contribution fee on their maintenance invoice(s). Please note that Owners were not obligated to remit payment for the voluntary contribution fee,as this is contribution is voluntary and not mandatory. If Owners did not wish to pay the same, they could have simply remitted their maintenance assessments in the amount of the invoice less the voluntary contribution fee.
Owners also claim they were advised that their maintenance assessments would remain stable. We dispute this claim. All payment obligations attendant to Ownerspurchases were fully disclosed to Owners in writing at the time of sale. In addition, the governing documents applicable to Owners purchases clearly disclose that the maintenance assessment obligation is on-going and the fact that it is subject to increase. Our sales employees are aware of this fact and as such, do not opine on future increases, decreases, or that the maintenance assessments are otherwise capped. The Association strives to keep maintenance assessments as low as possible; however, there are factors that are outside of their control, including but not limited to, increases of insurance premiums,cost of materials to maintain the property, and increases to real estate taxes that impact these assessments. We will continue to work with the Association to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
Cancelation / Refund. Owners request cancelation and refund of the Third Ownership on the basis of misrepresentation. We have reviewed our files for Owners accounts, and we wholly deny any wrongdoing on the part of Silverleaf and/or the Company in connection with the sale of their ownerships. Instead, we have found that Owners willfully entered into their agreements after full disclosure of all applicable terms and conditions. This leads us to conclude that Owners request for contractual relief and refund for the Third Ownership is not warranted. Furthermore, please note upon further review of Owners account status, we find that due to Owners default in payment, Owners Third Ownership was canceled pursuant to foreclosure proceedings. As of the August 30, 2024,Owners have no active accounts with the Company.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 09/09/2024
Complaint: 22112520
I am rejecting this response because: We were pressured to attend 45 minute meetings each time we used our timeshare. It was explained to us that it was mandatory and also that we would not receive any discounts on things within the resort (mini golf, rock climbing wall, etc) if we did not attend the meetings. We were already upset that as owners these things were not already included in our stay so of course we wanted a discount on them as our daughter was looking forward to them. The meetings never ended up being 45 minutes long, but instead were several hours long. We were pressured by the sales **** at every meeting and after we would originally say no to the offer, they would have us wait at the table for them to return and would then come back with another offer that was so good that 'we could not refuse', we did refuse many offers but the sales **** are relentless and they do not back off. They keep going and coming back with 'one time offers'. They bring their bosses over and pressure us into accepting, saying that our vacation experience will be great and that the time share will make it possible for us to vacation at all the places that we have ever wanted to go. The pressuring by the sales **** and their managers was relentless and kept us there for ours - taking up our time that we should have been able to actually enjoy our vacation. We were never told that we had the right to cancel each ownership within each respective rescission period, never. We were even told by the sales **** that we could make money off our timeshare by renting it out if we did not want to use it, this was also a tactic for us to buy more points, explaining to us that we could vacation using some of the points and then rent it out using the rest of the points. We believed them and when we later looked into renting our timeshare out for a week, we saw that people were not even able to rent them to others for a $1.00. Making this just one more thing that we were lied to about.
The concierge services that we were told we would receive were not for Signature Collection suites after booking. We were told that we had a service that would help make our reservation and how to best use the points that were available to us. This is just one more thing we were told that ultimately was not true.
No amenities are included. We were even told by housekeeping that if we needed more toilet paper during our week stay after using the 2 rolls that were provided it would go on our room and we would have to pay for them. Same with paper towels, laundry detergent, dishwasher soap, etc.We did put in complaints at Orange Lake in *******. I called the office during our stays and let them know of the issues each time. One of our complaints was that there was a type of ***** in our unit. They had an exterminator come and spray the unit. Not sure how they can have an exterminator come but not have any record of it.
Our annual maintenance fee increased annually once Holiday Club took over **********, prior to that it never increased. If we did not pay it in full then we were not able to book our vacation, so I'm not sure how we could've chose not to pay some of it. We were definitely told that our maintenance fee would remain the same and not increase.
Sincerely,
**** And ****** *******Business Response
Date: 09/25/2024
We have received the rebuttal complaint filed with your office by *** and Mrs.******* ********* We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their initial complaint. However, we appreciate the opportunity to address Owners additional concerns.
Duration.Owners assert that the Companys timeshare presentations lasted hours. Please note that the Companys sales presentations are approximately ninety (90)minutes in duration, depending on the respective promotion they are touring under. However, the actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. If at the conclusion of the sales presentation, a prospective purchaser advises the sales consultant that he or she is interested in vacation ownership or adding onto an existing portfolio, inventory is selected and contract documents are prepared,reviewed, and executed, which accounts for any additional time Owners may have spent at the sales center. Furthermore, we maintain that Owners were under no obligation to participate in the ****************** promotions and were welcome to decline any invitations and proffered incentives extended to them in connection therewith.
Purchase Urgency. Owners state that they were advised the offers presented are only one time offers. Please be advised that the Companys inventory changes on a daily basis. As such, if a prospective purchaser is interested in a particular piece of inventory, we cannot guarantee that it will be available for purchase at a later date. Similarly, many of the offers presented during the sales presentation are offered as on-tour incentives, and we do not guarantee that the same pricing will be offered at a later date,which is what Owners were told at the time of each presentation.
Rescission.Owners allege that the Company failed to disclosure their rescission period to them at the time of purchase. This is untrue. Please be advised that the Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchase at the time of sale. In addition, all purchasers receive copies of their executed documentation at the time of purchase, without exception. Owners rescission rights were fully set forth on the Purchase Agreement and ***************** Disclosure Statement provided to Owners at the time of each purchase. Please note the fact that Owners not only received full written disclosure of this information, they also specifically signed these documents memorializing her receipt and understanding of the same. The Company abides by the rescission period established by applicable laws and Owners were afforded the opportunity to review and rescind their purchases within each respective rescission period, which they did not do. Had Owners requested contract rescission in writing within the rescission period, the Company would have immediately canceled their purchases. As such, we reject their allegations that the sales personnel were not transparent about the terms and conditions of their purchase or that information was omitted in connection therewith.
Rental.Owners claim that they were advised that they could rent their ownerships. The Company does not have a rental program for third party rental of our ownerstimeshare interests. As such, our representatives do not make representations regarding the ease by which a prospective purchaser might be able to secure renters on the rental market. Furthermore, at the time of each purchase with the Company, Owners executed the Purchase Agreement and acknowledged their understanding that they were not purchasing for the purposes of receiving income from rental.
Reservations.Owners claim that they were advised that there would be a service to obtain assistance with ownerships and booking reservations. To clarify, Owners were provided with the telephone number for our dedicated team of Vacation Counselors who are available to provide additional guidance to owners regarding how to navigate and utilize the benefits afforded to them through the Club. Our records confirm that Owners previously contacted our Vacation Counselors for assistance booking reservations.
Amenities.Owners now claim that they would be charged for additional fees for requesting toilet paper, paper towels, laundry detergent, and dishwasher soap. Please note that the Company has not previously, nor currently fees for these items.However, to the extent Owners requested daily maid service, there is a fee associated therewith which Owners were provided clear disclosure of the same within the Owner Clarification Form they executed at the time of each purchase with the Company. Notwithstanding the foregoing, we have no record that Owners were charged fees for any of the above stated items at the time of their reservations with the Company.
Orange Lake Resort. Upon additional review of Ownersrebuttal complaint, we were able to locate a record of concerns that were presented during a 2021 stay at the Companys Orange Lake Resort, which were handled at the time presented. Notwithstanding the same, we again sincerely apologize to Owners for their experience.
Maintenance Assessments. Owners state that their maintenance assessments attendant to the ******************** increased after the Companys acquisition of **********. Firstly, please be advised that Owners were remitting their Maintenance Assessments for the Silverleaf Ownership on a monthly basis. Secondly, at the time Owners purchased the Silverleaf Ownership,they executed an Owner Confirmation Interview which clearly disclosed their monthly obligations were subject to increase from time to time. Thereafter,Owners acknowledged that their maintenance assessments were subject to increase irrespective of the acquisition. Furthermore, after Owners traded-in the Silverleaf Ownership for the purchase of the Second Ownership, Owners agreed to remit their maintenance assessments on an annual basis by January 1st of each year. As stated previously the governing documents applicable to Owners purchases clearly disclosed that their maintenance assessments were subject to increase. Additionally, the governing documents underlying Owners purchases with the Company clearly disclosed that Owners were required to remit all financial obligations timely, or their account would be subject to use restriction.
In closing, we have reviewed Owners allegations and again deny any wrongdoing on part of ********** and/or the Company in connection with the sale of their ownerships and their request for contractual relief is not warranted. We further restate that as of August 30, 2024, Owners no longer have any active accounts with the Company. We therefore consider this matter to be closed.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 10/02/2024
Complaint: 22112520
I am rejecting this response because: i am not satisfied with the response
Sincerely,
**** And ****** *******Business Response
Date: 10/24/2024
We have received the second rebuttal complaint filed by *** and Mrs. ******* (Owners). Owners remain dissatisfied with the Companys responses. We have reviewed each of Owners allegations and previously responded with specificity addressing each of the issues raised in their complaints. As no new information has been presented, we stand by our initial responses and our position remains unchanged.
Sincerely,
HOLIDAY INN CLUB VACATIONS
INCORPORATED
********* *******
Paralegal,Legal ServicesInitial Complaint
Date:08/08/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Better Bussiness Bureau,My husband and I are writing to you in hopes that we can come to a resolution with our timeshare company, Holiday Inn. We have gone back and forth countless times trying to get them to take our timeshare back. We are willing to just give it back to them in the hopes of ending this abyss of financial nightmare. Initially we were side-tracked, swayed and overwhlemed by their daunting sales tactics and sincerely feel we were victims of a trade deal that we had no idea of what we were getting into. At this juncture, we can no longer afford the timeshare which we personally have not utilized more than approximately 6 times in at least 10 years. They have continued to increase their fees at an enormous rate. They can keep what money they have made from us, and we can all walk away from this ordeal. The way their sales representatives prey on and push people into these sales is immoral. Thank you,****** and ****** ******Customer Answer
Date: 08/09/2024
Please note during our visits to Holiday Inn the representatives continuously tried to sell us upgrades upon upgrades to our ownership. The last time we had submitted to their sales pitches and tactics it was because whenever one makes a reservation, even as an owner you must absolutely commit to a 60 minute presentation so that they can talk about the latest upgrades. A 60 minute presentation turned into a coerced five hour ordeal! There were managers and supervisors, accountants, finance managers and representatives that belittled you into thinking there was no way out. We were hassled and haggled into making a payment and we were taken for yet another sale. We felt pressured. That's what they do!!! Unfortunately, it's a tactic and it feels as if we were once again blindsided. Afterall, being there 5 hours it was almost like an interrogation. After all of that time there, they offer you a consolation dinner at one of the resort restaurants.
Much later we arrived home and re-visited the entire ordeal and explained this is not what we wanted to do, they quoted the time limit had passed. However several weeks later we were offered a VIP experience as an opportunty to vacation for free, with dinner and a visit to the *************** Well we went, and of course they tried again having to go to another presentation, and we adamantly said no attempting to explain we wanted to exit to no avail. This fom of sale is immoraland unconscinable. As retired individuals we should be able to find a way to be relieved of this financial burden that is not being utilized and as far as they are concerned it is in perpetuity.
Customer Answer
Date: 08/12/2024
Please note during our visits to Holiday Inn the representatives continuously tried to sell us upgrades upon upgrades to our ownership. The last time we had submitted to their sales pitches and tactics it was because whenever one makes a reservation, even as an owner you must absolutely commit to a 60 minute presentation so that they can talk about the latest upgrades. A 60 minute presentation turned into a coerced five hour ordeal! There were managers and supervisors, accountants, finance managers and representatives that belittled us into thinking there was no way out! We were hassled and haggled into making a payment and we were taken for yet another sale. We felt pressured. That's what they do!!! Unfortunately, it's a tactic and it feels as if once again we were blindsided. Afterall, being there 5 hours it was almost like an interrogation. After all of that time there, they offer you a consolation dinner at one of their restaurants.
Much later when we arrived home and re-visited the entire ordeal and called to explained this is not what we wanted to do, they stated the time limit had passed. However several weeks later we were offered a VIP experience as an opportunity to vacation for "free", with dinner and a visit to *************** Well we went, and of course they relentlessly tried again forcing their hand at another presentation, and we adamantly refused and said no, while attempting to explain again we wanted to exit to no avail. This form of sale is immoral and unconscionable. As retired individuals we should be able to find a way to be relieved of this stressfull financial burden that is not being utilized and as far as they are concerned, is in perpetuity.
Customer Answer
Date: 08/13/2024
We last communicated by phone with the Holiday ********************* March 9, ******************************************************************************************************* excess of $1,300 and when we tried to explain we were having difficulty paying, they were very unwavering. They just wanted to make certain we made the payment and gave us the option of a payment arrangement which included substantial late fees with additional collection fees! For fear of negative credit reporting, we were locked into a 3-month payment plan. We have since paid but we are in over our heads! In speaking with them further they suggested we contact a third party agency, which is a resale company they refer their customers to. We contacted that company, ******** on 4/24/24 and spoke with ******, its a resale ****************** They must work hand-in-hand! Their options were seemingly no better. They were only looking to make a profit from us by having us pay off the timeshare with them instead! This entire ordeal has been unbelievable and we are hopeful that there are laws in place which can provide consumers protection and assistancefrom these type of "no-way-out schemes".Business Response
Date: 09/13/2024
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.
Our records show that Owners entered into their first purchase transaction with the Company on August 17, 2013, at which time they elected to purchase an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Initial Ownership). The Initial Ownership entitled Owners to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on July 1, 2022, Owners elected to trade-in the Initial Ownership and applied the accrued equity therein towards the purchase of an annual standard beneficial timeshare interest in the Orange Lake Land Trust (the Upgrade Ownership). The Upgrade Ownership entitles them to ******* Club points per year.
Timeshare Presentation. Owners claim that our sales consultants prey on and push people to purchase timeshare interests.We dispute Owners characterization of the Companys sales process. The Companys sales consultants do not force, or otherwise push prospective purchasers to purchase timeshare interests, nor do they prevent anyone 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 Owners themselves have done on two (2)occasions. As such, if Owners did not believe that the offers provided to them at each respective presentation met their desired needs or constituted good purchases at the right price, they were welcome to decline our offers and/or cancel the applicable purchases within the statutory rescission period.
Usage.Upon review of Owners use history, we find that Owners have utilized Club points towards ten (10) reservations for themselves and/or their guests. Notwithstanding the foregoing, to the extent Owners require assistance with utilizing the Upgrade Ownership, we encourage them to contact a Club Counselor at ************* and someone will gladly assist further in this regard. It should be noted, however, that *********** account is currently delinquent. As such, Owners will be unable to secure reservations under their account until they bring the account current.
Fees.All fees attendant to the Upgrade Ownership were fully disclosed at the time of purchase. Please be advised that the purchase documentation executed by and provided to Owners at the time of purchase fully discloses the financial obligations associated therewith. Prior to contract documents being generated,Owners were presented with a one-page ******** Proposal, which set forth the main financial terms of the Upgrade Ownership, including, without limitation,the purchase price, down payment, amount financed, monthly payment, maintenance assessments, term of loan and interest rate. It was only after Owners signed the ******** Proposal confirming their agreement to these terms that the contract documents were prepared for their execution. The Membership Agreement and Owner Clarification Form all clearly disclosed the then-current amount of the annual assessments and annual Club membership fees applicable to the Upgrade Ownership. Owners received full disclosure that (i) the maintenance assessment obligation is on-going and the fact that it is subject to increase, and (ii)they will be required to remit annual Club dues in order to maintain their membership in the Club, which Club dues are also subject to change. Similarly, the Member Guide provided to Owners at the time of purchase fully sets forth the exchange fees, reservation fees, Club membership fees and all other fees attributable to the use of their Upgrade Ownership. If Owners did not agree to the financial obligations or any of the terms associated with the Upgrade Ownership, they were welcome to decline to execute the contract documents or to rescind their purchase within the statutory rescission period.
Cancelation.Owners claim that they previously requested cancelation of the Upgrade Ownership. Our records confirm that Owners recently contacted the Company in April 2024 to advise that they no longer desire to retain the Upgrade Ownership. Owners were previously advised that because of their outstanding mortgage obligations, their only option is to sell the same independently to a bona fide third party in accordance with the Companys transfer requirements. Owners were reminded that the Company does not have a buy-back or resale program and were advised that some owners have experienced success with resale through the third-party company, ********** Only. Please be advised that ********** Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through Timeshares Only, or otherwise. Yet, Owners restate their request for cancelation and a refund of monies paid. We are unable to substantiate Ownersclaims of wrongdoing in connection with their purchase of the Upgrade 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 **************** hardships, the same does not absolve Owners of their contractual obligations.
As such, Owners are not entitled to, or otherwise eligible for, contract cancelation or a refund of monies paid. We therefore respectfully decline Ownersrequest for the same. Please note, however, that once Owners have satisfied the mortgage obligations for the Upgrade Ownership, they 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 all other financial obligations, the ability to surrender their ownerships, without refund, through the Companys Horizons Program. Because Owners have outstanding mortgage obligations owed to the Company, their account is not eligible for cancelation through the Horizons Program at this time. Once Owners satisfy their mortgage obligations, they are welcome to request cancelation through Companys Horizons Program by contacting the ******************* by calling **************, or by visiting the online website at *************************************************************************.
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
********* *******
Paralegal,Legal ServicesCustomer Answer
Date: 09/13/2024
Complaint: 22111500
I am rejecting this response because: The company is stating we are delinquent in our account. Inasmuch as we have had our financial hardships, we have maintained our monthly payments to be fair and making sure we have not been held liable to any poor credit rating. At this tme, the only outstanding amount is $169.00 for a maintenance fee. They make it seem as if we were in such arrears and defaulted the contract. We are asking to end the contract, without a refund we simply do not wish to be further engaged and do not want to recieve any monies from Orange Lake. With regard to the initial sale, it was an offer that was sold to us during a vacation and we were very impressed and taken by the resort. Every subsequent occassion of our visits, we were offered upgrades with all the bells and whitsltles, and at our last visit when we upgraded, which they do not tell you in their documentation, yes, we were harassed and we feel we were taken advantage of, when we we kept for nearly five hours of constant sales pitching and reeling, visiting with managers and supervisors who kept badgering and belittling us for not taking the offer of what they stated could change our lives for the better. These sales tactics are coherecing and interrogating, and one as a layperson is not fully aware of the magnitude of the financial burden that one is drawn into until its too late. The recission period that they mention barely allows one to return home from a vacation, and you're already in too deep. The company is merely looking to take advantage of people who are otherwise not bussiness saavy. We are respectfully requesting to cancel without a refund.
Sincerely,
****** And ****** ******Business Response
Date: 09/25/2024
We have received the rebuttal complaint filed with your office by *** and Mrs.****** ********* We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their initial complaint. However, we appreciate the opportunity to address Ownersadditional concerns.
Club Dues.Owners claim that they are only delinquent on their maintenance assessment obligations. This is inaccurate. As stated previously, *********** account was delinquent which relates to their annual Club membership dues. After the Company responded to the initial complaint, Owners remitted their outstanding $169 Club membership dues on September 16, 2024. Therefore, as of this time,Owners mortgage, maintenance, and Club obligations are current.
Duration.Owners claim that their presentation lasted nearly five hours. Please note that the Companys sales presentations are approximately ninety (90) minutes in duration, depending on the respective promotion they are touring under.However, the actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. If at the conclusion of the sales presentation, a prospective purchaser advises the sales consultant that he or she is interested in vacation ownership or adding onto an existing portfolio, inventory is selected and contract documents are prepared,reviewed, and executed, which accounts for any additional time Owners may have spent at the sales center.
Terms.Owners claim that information was omitted in connection with their purchase of the Upgrade Ownership. We dispute this claim. Please note that the Company is committed to ensuring that all of our owners are aware of the terms and conditions of their purchase at the time of sale. To that end, the Companys sales consultants are trained individuals who exercise care in clearly describing in detail the benefits, rights, and obligations attendant to each purchase. Furthermore, as part of the sales process,Owners were required to meet with a ***************** Officer to review the contract documentation and the details of their purchase to ensure that they had a full understanding of the terms and conditions associated with the Upgrade Ownership. Owners were handed each document and was 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 ***************** Officer that they did not understand the purchase documents and/or any aspect of the purchase, the ***************** Officer would have halted the sale to address those concerns. Likewise, if Owners required additional explanation or more time to review the documents the ***************** Officer would have been happy to provide them with the same. Before leaving the sales center, Owners affirmatively advised the ***************** Officer that they understood the terms of their respective purchase and proceeded to execute the contract documentation applicable to their purchase.
Rescission.Owners claim that the rescission period is insufficient. Please note that each State, not the Company,provides the purchaser with a period to review the contract documentation and the timeframe and mechanism by which the purchaser would be required to exercise those rights. Owners purchase of the Upgrade Ownership transpired in *******,and as such, they were afforded ten (10) calendar days after the purchase date in which to rescind their contract. Owners acknowledged and agreed to such rescission period through their execution of the Purchase Agreement and ***************** Disclosure Statement. To the extent Owners did not agree with such timeframe,they could have elected to forego purchasing the Upgrade Ownership.
Cancelation.Owners restate their request for cancelation of the Upgrade Ownership. 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 ServicesCustomer Answer
Date: 10/03/2024
Complaint: 22111500
We also appreciate the opportunity to dialogue this important concern however, we are rejecting this response because: Firstly ,as stated all of our obligations are current. The only oustanding fee at the time was the $169.00 membership fee and yes, it was paid after the complaint but it is because of financial hardship. We are trying to live witithin our means. To address the issues stated by the saavy representatives and paralegals, we as average consumers, who otherwise have gone there to vacation and are subjected to what they state is a 90-minute presentation, we beg to differ. They have ***************** Officers, Sales Representatives, Financial Managers, and offer coffee and crumb cakes, give you time to think about it while they walk away come back in with yet another person and they know exactly what they are doing. It's not a 90-min visit. Each individual takes up at least ***** minutes, wearing you down until they corner you, and then shoving all the papers and documentation before you. When one goes on vacation, you do not go with the intention of buying a home. These people prey on the vulnerability of otheriwise unknowlegeable, unsuspecting individuals who are there for a joyous moment and are willing to accept having a fantasy-filled,dream fed to them at the moment. Simply put, we were fed a song and a dance. Yes, they can explain in legal terms, the recission periods, and the contract of our ownership, and the clauses. We were not prepared for any of the legalities of the massive documents that they handed to us in booklet forms. They congratulate you with a smile, ring a bell, shake your hand, and it's a done a deal! It was a five hour presentation, they knew they had us, and anything after 90-minutes,should be illegal. It was not that my husband and I had that many questions, it was more that they knew they had interrogative tactics to make us purchase. We felt taken and while we did have prior ownership, this took us into further debt that we could not forsee or afford. Now we simply want to exit from this timeshare after being coerced. Might we also add that after we made the $169.00 membership payment, we have recieved three phone calls on three separate occasions, as well as one email from Holiday Inn with additional "VIP Offers" for us to come as guest to stay and utilize our available points. Again, these VIP offers do not come without a price. They also are incentives to upgrade and no vacation with them is ever a pleasureable experience if you do not attend an upgrade meeting. THESE MEETINGS ARE MANDATORY.
Sincerely,
****** And ****** ******
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