Complaints

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

close

Find a Location

Holiday Inn Club Vacations Incorporated has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Holiday Inn Club Vacations Incorporated

  1000 Shorewood Dr Cape Canaveral, FL 32920-2406

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
• 

  Holiday Inn Club Vacations Incorporated

  9026 Tropic Beach Dr Cape Canaveral, FL 32920-2430

  
• 

  Holiday Inn Club Vacations at Ascutney Mountain Resort

  485 Hotel Rd Brownsville, VT 05037

  

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

• Initial Complaint

  Date:07/24/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern This letter is to demand that Holiday Inn Club Vacations cancel our timeshare contract immediately.We sent out a letter back in January to which we never got a response from.Typical considering every attempt to communicate with this company has never resulted in an actual resolution. Not only have your sales representatives lied to my family and I, but we were pressured into signing a contract that we didn't really understand. The process was rushed and a lot of information was omitted to make the sale.We were told that this was an investment property and we could easily sell it off on the private market if we wished. Another lie. Every time we stayed, we were forced to go to another owners meeting that was yet another sales meeting to try and get more money out of us. During one of our meetings, we were convinced to upgrade by ***** and finalized the sale with ***********************. Whenever we did book a stay, even though we used our points it never completely covered the cost of our stay and we always had to pay extra. This is ridiculous.The lies that were told during the sale are immoral and should be illegal. As mentioned before, we demand that this contract be canceled immediately.******* & *******************************

  Business Response

  Date: 08/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *** and *********************** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.
  Owners entered into their first transaction with the Company on April 30, 2017, at which time they purchased an annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Initial Ownership). The Initial Ownership entitled them to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Thereafter, on December 3, 2019, Owners elected to trade-in the Initial Ownership towards the purchase of an annual Signature beneficial interest in the Orange Lake Land Trust (the Upgrade Ownership), entitling them to ****** ************** 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 ***************************** (IHG) branded hotels and resorts worldwide through the Companys affiliation with IHG, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv)discounts on airfare, car rentals, cruises, and more, through the ********************** program.
  Marketing Promotions. Owners claim that they were required to attend 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 are under no obligation to participate in the ****************** promotions and are welcome to decline any invitations extended to them in connection therewith.
  Pressure.Owners claim that they were pressured and misled to enter into their purchases with the Company. We dispute Owners characterization of the Companys timeshare presentation as pressured. 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 vacation ownership might be of interest to them. They do not, however, force or mislead prospective purchasers to purchase timeshare interests or owners to augment their ownership portfolios. If Owners did not believe that their purchases constituted good purchases at the right price, they were under no obligation to consummate the purchases and were welcome to leave the sales center without making a purchase, just as many other prospective purchasers do each day. In addition, at the time of each purchase, Owners were asked to execute a Sales Pre-Confirmation Checklist and to identify their primary reasons for purchase thereon. For the Initial Ownership, Owners listed experience more places, more memories, and to have fun. For the Upgrade Ownership, Owners listed future plans, cost efficient, and more points. As such, we dispute Ownersassertions that they were pressured into purchasing timeshare interests that they did not want.
  Contract Execution. Owners claim that they were rushed to enter into their purchase(s). Please be advised that all prospective purchasers meet with a ***************** Officer (***) to review the terms and conditions of purchase. The *** then assists the prospective purchaser with the proper executed of the contract documentation. At the time of each purchase, the *** allowed Owners as much time as they desired to review the contract documentation and to raise any questions regarding their purchases. Owners were handed each document and controlled the pace by which they reviewed and executed the same. If Owners required additional clarification or additional time for execution, they were welcome to ask questions or to take as much time as they wanted to review the documentation prior to execution. If Owners had advised the *** at the time of contract execution that they did not understand the terms of each respective purchase, the *** would have halted the sale to address any concerns and/or inquiries. To the contrary, Owners proceeded with executing the required purchase documentation to complete their purchases and affirmatively advised the *** that they (i) understood the terms of their purchases, and (ii) were making an informed buying decision. Owners were also afforded the rescission period by which they could have further reviewed their purchase documentation and to cancel each respective purchase within the statutory timeframe.
  Investment / Resale. Owners claim 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 Owners were advised of the same at the time of the purchase. Owners 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 while Owners 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.
  Fees.Owners claim that upon utilizing their Club points, they were required to pay additional fees. Please be advised that all fees were disclosed to Owners at the time of purchase. The contract documentation executed by Owners and the Member Guide provided to Owners at the time of each purchase fully sets forth the exchange fees, reservation fees, Club membership fees and all other fees attributable to the use of their ownerships. We therefore dispute Owners'assertion to the contrary.
  Prior Correspondence. Owners claim that they previously contacted the Company contacted the Company requesting cancelation but did not receive a response. Our records confirm that the Company previously receive correspondence from Owners in January 2023; however, our records also show that our *************************** mailed a response to Owners attention. In connection therewith, Owners cancelation request was denied. Owners, however,restate their request for cancelation of the Upgrade Ownership.
  We are unable to substantiate Owners claims 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. As such, Owners are not entitled to,or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same.
  Ownersaccount is delinquent. To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling **************, to ascertain what options may be available to assist them with bringing and maintaining their account current.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 09/03/2024

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

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17, 2023 I was contacted by Holiday ******** Vacation with an offer of 4 days/3nights for $299. During the call I was told i would be "offered" (and not mandated/required) the option to participate in the sales presentation at the location of my choice (I chose Orlando) in exchange for additional IHG points or some cash back (I believe it was $100 cash). I told the sales person that I needed to consult with my wife regarding the purchase. The sales person said it was not a problem and that, once I made the payment (it was a Friday) I could call back on Monday and explain that my wife did not agree to the purchase the company would refund the money. Based on that statement I decided to accept the charge of $299. Upon making the payment, I was told the meeting was mandatory and that both of us would need to be present, otherwise I would be charged the regular rate (which I believe was 3 times the amount I was paying). I told the person my wife would never agree to sitting in another 1.5h-2h timeshare pitch to which the person repeated that I can call on Monday to request the refund. The person also mentioned (after I paid) that the payment was non-refundable but that they may respect the refund request on Monday.I tried contacting the company, I used a refund / cancellation link in the email I received but my requests have been denied.I am very frustrated by the information provided prior to the payment, very, very misleading practices) - bait and switch tactics without any recourse for the customer once the payment is made. I was not offered to see the contract or read through it prior to making the payment - otherwise I would have never agreed to the charge.I tried disputing the charge with my credit card company but it was declined due to the contract stating that the payment was non-refundable.

  Business Response

  Date: 08/09/2024

  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 ************************ regarding his concerns, and we are happy to report that we have reached a mutually agreeable resolution of the complaint with him.

  Sincerely,

  *******************************
  Holiday Inn Club Vacations Incorporated              

• Initial Complaint

  Date:07/18/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The same situation as all other consumers. Complete scam job

  Customer Answer

  Date: 07/26/2024

  This past year has been a battle for many consumers while we attempting to navigate the changing world.  I  almost become a victim of ******** fraud and have had more than enough scam attempts perpetrated  toward myself and my family.  This Holiday Inn Vacation was amongst the attempts.  I had made an online phone reservation with the Ihg corporation.  At the end of the conversation I was transferred to Holiday Inn Vacations and agreed to the offered plan.  Under duress at the time, I have gotten nothing but spam phone calls from this group.  Upon doing further research I realized that this is a common consumer fraud practice that has not been seemingly regulated.  I am looking for a consumer advocate to prevent this type of attack in the future.  

  thank you

   

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

  Customer Answer

  Date: 08/22/2024

  Thank you for your efforts so far.  The lack of communication is indicative of the way this sham business operates.  All I, as a consumer am looking for. Is my money  to be returned.  I was swindled at the ripe old age of 67.  This organization is morally reprehensible.  Thank you.

   

  ****

  Business Response

  Date: 08/29/2024

   

  VIA BBB Portal   
  
  RE:     *********************
  Case # ******** (Complaint)
  Mini-Vac # HAN0002743067 (Package)
  
  Dear ***************************: 
  
  We have received and reviewed the stated concerns as detailed in the Complaint referenced above. 
  
  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the Company).  As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
  
  We have decided, in the best interest of good customer service, to grant **************** request for cancellation of the Package purchased on February 1, 2024.  Following this cancellation, *************** will no longer be entitled to the benefits associated with the Package.
  
  We have submitted a request for $279 to be credited the **************** credit card used for the purchase. Please note that the normal processing time for **************** to access the credit is approximately fifteen (15) business days from the date hereof.  We suggest **************** contact her banking institution should she have any additional questions related to when the credit will be reflected on her statement.
  
  Sincerely,
  /s/ ***********************
  ***********************
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated

  
  

  Customer Answer

  Date: 08/29/2024

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

   

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I stayed at this resort 7/12/2024 - 7/14/2024. Unit *****. We paid $573.02 for a 2 bedroom villa to celebrate our 5-year old's birthday. We got to the resort after work to check in at about 7:20pm, this is where the problems started. It took us almost a full hour to check in as the line was very long with not nearly enough people working check in. It took us about 40 minutes to get through the first line, where we were then directed somewhere else to get our room keys and parking passes. Once we finally got to our room (almost missing our dinner reservation it took so long) we were immediately concerned as there was not only trash, but also dirty comforters/sheets outside of the door. We were concerned that the room wasn't cleaned. Upon walking in, the room appeared clean, but whoever cleaned it had left piles of trash and dirty comforters/rags outside of the door to enter. As we all walked into the room, one of the workers popped INTO our room to say that they didn't know that anyone was checking in that day and to be careful as the floors were wet and would take time to dry. He was not exaggerating as for some reason the carpets were wet (and remained wet/damp well into the next day). Attached is a just one photo we took at the room, which also shows mold and water damage on the ceiling. We were extremely disappointed but simply didn't have the time to request another room as just checking in took about an hour. Before this, the lady giving us our parking passes told us about the timeshare presentation we could attend the next day for $200 to use at the resort. I decided to attend, and she stated it was 90 minutes long and that $30 is held/charged if you don't show up. I show up the following morning and that also has a line. Long story short, the "90 minutes" turned into over 2.5 hours I had to sit through someone trying to sell me on a time share, and I couldn't leave, or I would be charged the $30. All in all, extremely disappointing visit.

  Business Response

  Date: 08/09/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************. We appreciate the opportunity to respond to the concerns set forth therein.
  Our records confirm that **************** stayed at the ******** Orange Lake Resort located in *********, ******* (the Resort) from July 12, 2024, through July 14, 2024.  At the time of check-in, our ******************** extend an invitation to **************** to attend the ******** timeshare presentation. Please note that the duration of our presentation is approximately ninety (90) minutes, the actual duration of which will depend on a prospective purchasers level of interest and questions asked. **************** agreed to the terms of the promotion, was charged a $30 tour deposit onto her reservation folio and was advised that the deposit would be credited back to her folio after the completion of the sales presentation. **************** ultimately elected to attend the presentation and elected to forego purchasing a timeshare interest. Notwithstanding the foregoing, it should be noted that attendance at the ******** timeshare presentations is strictly voluntary. If **************** does not wish to attend additional timeshare presentations in the future, she is welcome to decline any promotions, invitations, and/or incentives offered to her in exchange for her attendance and she will not be assessed any charge in connection therewith. To the extent that **************** participates in one of the ******** marketing promotions that offers incentives in exchange for attendance at a timeshare presentation, she will be required to attend the presentation in order to receive the proffered incentives and a refund of any deposit paid in connection therewith.
  *************** expresses displeasure with the length of time it took to check-in to the Resort. Check-in times vary and while we do our very best to check-in guests in a timely fashion, sometimes check-in at the resorts may take a little longer than anticipated. To the extent that Ms. ******* check-in experience did not meet her expectations, we sincerely apologize.
  *************** also expresses dissatisfaction with the accommodations she received. We sincerely apologize to **************** to the extent that the Company has failed to meet her 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.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. We recognize that this was not Ms. ******* experience, which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis. In the interest of good customer service, the Company is agreeable in this instance to ***************** request to issue her a refund of her stay, in the amount equal to $573.02 to be credited to the credit card that was left on file in connection with Ms.******* reservation. The refund was issued on August 8, 2024; however, to the it may take several business days for **************** to see the credit reflected on her statement. To the extent **************** does not see the credited refund within ten (10) business days, we ask that she contact the ******** Legal Department directly at *********************************************.
  We value Ms. ******* feedback about her experience at the Resort, and we hope to provide her and her family with a better experience in the future.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 08/10/2024

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

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulent Vacation Agreement that I put a deposit on July 2023, and now the resort has removed my name and won't speak with me. They are demanding payment from my friend who had no part in this agreement.

• Initial Complaint

  Date:07/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sequieta Young & ******************************* ****************** *********************** ************ ************ *************************************************************************** Acct. Number: ******* To Whom This May Concern,The reason we are requesting a cancellation for our Timeshare contract with your company is because of lack of availability where we want to travel to when we want to travel.Most importantly, changes were made to my original location and I had no resource but to accept what was given to me. The maintenance fees increase every year without any benefits to us. We were told we purchased at a certain location that would be our home location only to find out that was untrue when they moved us to the new location.*********,Sequieta ***************************************

  Customer Answer

  Date: 07/23/2024

  March 9, 2024

  Business Response

  Date: 08/16/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************** and *****************. We appreciate the opportunity to respond to the concerns set forth therein.
  Our records show that ************** entered into her first purchase transaction with the Company on October 30, 2020, at which time she purchased an annual standard beneficial interest in the Orange Lake Land Trust (the 2020 Ownership). The 2020 Ownership entitled ************** to ****** points per annum in the Companys points-based exchange program, the Holiday **************** Please note that ****************** did not jointly purchase the 2020 Ownership with **************. Later,on January 10, 2022, ************** elected trade in the ******************************************************************************* the Orange Lake Land Trust with ****************** (the Active Ownership). The Active Ownership entitles ************* and ****************** (hereinafter, Owners) to ******* Club points per annum.
  Availability.Owners express dissatisfaction with lack of availability. Please note that Owners may utilize Club points to secure reservations at any of the Companys thirty (30) resort locations. In addition, Owners may utilize Club points to secure (i) reservations at thousands of ***************************** (IHG)branded hotels and resorts worldwide through the Companys affiliation with IHG, (ii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iii) discounts on airfare, car rentals, cruises,and more, through the ********************** program. In connection with the Companys resorts, Owners may secure reservations in any available unit, at any resort, during any time of year, provided their financial obligations are current, and further provided that they have the requisite number of Club points in their account for the desired reservation. Please be advised that it was fully disclosed to Owners at the time of purchase that all reservations,including accommodations made available through IHG, and RCI, are subject to availability on a first-come, first-served basis and if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation. Because all reservations are subject to availability, it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially peak travel seasons.
  Upon review of Owners use history, we find that four (4) reservations were completed under the 2020 Ownership and three (3) reservations were completed under the Active Ownership. Additionally, we find that Owners deposited ****** Club points to IHG, where points-so deposited never expire. Notwithstanding the same, to the extent Owners require assistance with utilizing their Club points,we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that because Owners account is currently delinquent, their account is subject to use restriction and Owners will be unable to secure reservations until such time they bring their account current.
  Maintenance Assessments. Owners express dissatisfaction that their maintenance assessments have increased. Please be advised that all payment obligations attendant to Owners purchase were fully disclosed to Owners in writing at the time of sale. Additionally, 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.The Associations strive 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 fees. We will continue to work with the Associations to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.
  Rightsizing Project. The Company recently announced the start of a multi-phased project centered on improving and right-sizing certain former Silverleaf resorts, which based on occupancy and use, have more supply than owner and renter demand (the Project). It should be noted that owners who purchase Orange Lake Land Trust (Trust) timeshare interests are assigned a resort for inventory management purposes. Upon purchasing the Active Ownership, Owners were assigned the ************** Resort which allowed them to book at the resort thirteen (13) to ten (10) months in advance (i.e., the Resort Access booking window); however, Owners were not required to book accommodations at that resort and may book accommodations at any of the Companys resort locations within the Open Access booking window (i.e., ten (10) months in advance). It should be noted that the ************** Resort Club (the Association) held a vote for the members of the Association to terminate the timeshare plan for the ************** Resort, which vote was successful in April 2024. Owners, like Owners, whose timeshare interests are assigned a resort that will be impacted by the Project, have the option of reassigning their timeshare interest to a different resort in order to retain their Resort Access booking window in a different resort owned by the Company. Impacted Trust owners who refuse to change their assigned resort will simply lose their Resort Access booking window; however, these owners will still be able to utilize their Trust ownerships for travel at any of the Companys resort locations during the Open Access booking window. Our records show that Owners were provided information regarding the Project and subsequently elected to reassign their Resort access to the Holiday Hills Resort. Please note that in order to effectuate such change, Owners were provided an Addendum to Holiday ******** Exchange Program Membership Agreement for their review and execution.Our records confirm that Owners executed the same in July 2023. To the extent Owners did not wish to change their assigned resort, they could have elected to forego executing the above referenced agreement.
  Cancelation.Owners request that the Company cancel the Active Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Active Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company. As such, Owners are not entitled to contract cancelation. However,in the interest of good customer service, we are willing to extend Owners a one-time offer to transfer the Active Ownership to the Company, without a refund, pursuant to a Deed in Lieu of Foreclosure (***), which will allow Owners to relinquish their rights to the Active Ownership and relieve them of the outstanding obligations in connection with the same. The **** once properly executed, returned to the Company, and recorded in the real property records,will transfer the Active Ownership from Owners to the Company, and once completed will relieve Owners of any future obligations applicable to the same.Please note, however, that the execution and recording of the *** may have an impact on Owners credit. 
  If Owners would like to proceed in this regard, we ask that they please contact the undersigned at *********************************************,so that we can cause the *** to be generated for Owners review and execution. 
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************** have taken two registration fees from my account 6/18 told will refund .. then on my reservation 6/25 my family arrived to **** , mildew room 319 and moved to 305 . And promised refund for that night never given. My account show an alert on log in for two registration fees and multiple calls still lot of excuses and delays

  Business Response

  Date: 08/08/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************** (Owner).We appreciate the opportunity to respond to the concerns set forth therein.
  Our records show that Owner currently owns one (1) biennial timeshare interest at The Villages Resort located in *****, ***** (the Ownership) that she previously purchased from ********** Resorts, LLC (Silverleaf) in January 2006. As your office is aware Silverleaf was acquired by an affiliate of the Company in May 2015. Owner has not made any direct purchases with the Company following the acquisition.
  Owner is expressing concerns regarding recent Bonus Time reservations that she booked and/or completed at our *********************************** located in ******, ***** in June 2024. We sincerely apologize to Owner regarding the condition of the accommodations she received and the delay she experienced in connection with receiving assistance. 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. We recognize that this was not Owners experience,which we believe to be an aberration and not indicative for how each resort is maintained on a regular basis. Upon review of our records, we find that Owner previously expressed these concerns to the Company and that Owner was refunded her Bonus Time reservation fees for (reservation numbers ******* and ******* in Owners attachment) a cumulative total of $108.26. The Companys agents contacted Owner on August 5, 2024, at which time she confirmed to have received the refund. To the extent Owner requires additional assistance with respect to her reservations, we recommend that she contact a Vacation Counselor at ************* for assistance in that regard.
  We value Owners continued relationship with the Company, and we hope to provide a better experience for her in the future.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,We are writing to express our frustration with the sales team and management of Holiday Inn Vacations Timeshare. We feel deceived by the lack of disclosure and misleading information during the sales process.We were led to believe our timeshare would provide access to numerous vacation resorts, both nationally and internationally. Instead, we discovered only 14 states have Holiday Inn-owned resorts, and other locations require costly exchanges through RCI. We were promised our ****** points would grant us two weeks annually at various Holiday Inn resorts, but in reality, we were offered only a few days with additional daily fees.The cost of the timeshare, nearly $200 a month, combined with additional expenses for RCI resorts, has been financially burdensome. A recent review meeting turned out to be another sales pitch rather than a genuine assessment of our package. Our concerns about booking limitations and extra fees were dismissed, and we were pressured to buy more points.We were also not informed about mandatory meetings every time we book a resort or that we would continue to pay annual fees even after paying off the timeshare. This information was withheld during the sales process.Given these omissions and misrepresentations, we request the cancellation of this timeshare. We believe we were misled and taken advantage of, and we seek a fair resolution.Thank you,*********************** and *******************

  Business Response

  Date: 08/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. **** and ************* (Owners). We appreciate the opportunity to respond to your concerns set forth therein.
  Owners entered into their transaction with the Company on July 17, 2021, at which time they purchased an annual standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).
  Mandatory Presentations. Owners claim that they were required to attend 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 are under no obligation to participate in the ****************** promotions and are welcome to decline any invitations extended to them in connection therewith.
  Furthermore, while it is the case that the Companys sales consultants are enthusiastic about vacation ownership,they do not force or otherwise pressure prospective purchasers into purchasing timeshare interests. Nor do they prevent prospective purchasers from leaving the sales center without making purchases. If Owners do not believe the offers presented are a good purchase at the right price, they are welcome to decline the same, just as Owners did during an October 2022 presentation.
  Club Benefits. Owners claim that they were told they could travel nationally and internationally. This is accurate. As members in our Club program, Owners have the flexibility to use their Club points at any of the Companys thirty (30) resort locations, which number includes the Companys four (4) resort locations in ******. In connection therewith, Owners may book reservations in any available unit during any time of year, provided that (i)they have the requisite number of Club points for the desired reservation(s),(ii) their financial obligations are current, and (iii) they abide by their booking windows. The number of Club points needed to confirm a reservation is subject to various factors, such as, resort, season, unit type, unit size,length of stay, day of the week, etc. Owners have access to a Member Guide which provides a breakdown of exactly how many Club points are required to book reservations at each of the Companys resorts, broken down by these factors. It should be noted that more Club points are required to secure reservations in larger accommodations during peak seasons than to secure reservations in smaller accommodations during non-peak seasons. Likewise, weekend reservations require more Club points than mid-week reservations. To the extent Owners were attempting to book a week-long reservation during high season travel dates, in a larger unit size, and/or in popular resort destinations, they may have been advised that the Club points they have available are not sufficient to confirm their desired reservation. Owners have various options to secure week-long reservations at various resorts such as *************************************************************************, ****************** Resort, etcetera. Owners also have access to our MAXtime program, which features deeply discounted vacations to our resort destinations that we offer exclusively to Club members. If Owners secure reservations through the MAXtime program their Club points can go further. Furthermore, while our sales consultants do provide owners with real time examples of reservations that can be secured through the use of Club points and the number of Club points required to secure such reservations, they do not guarantee that an owner will have a sufficient number of Club points to satisfy all of his or her travel requirements for each desired reservation, as how far an owners Club points will extend is entirely dependent on how the owner elects to utilize his or her Club points.
  In addition to being able to secure reservations at the Companys resort locations, Owners may also utilize their Club points to secure reservations at thousands of resorts and hotels worldwide through the Companys affiliations with IHG and RCI. Owners may also use their Club points through our ************* program for car rentals, airfare, cruises and more. Please note that confirming a transaction through our ************* program for airfare or car rentals is subject to factors such as the then-current rates, which rates are set by the airlines and car rental companies and not the Company. Similarly,the number of Club points required to book reservations through IHG and RCI are set by the respective exchange company and fluctuate based on the hotel/resort brand, season, occupancy rates, day of the week, length of stay, size of accommodations and a host of other matters wholly outside of Companys control.Owners were also advised that the Last Call Vacation Program is a program operated by our exchange affiliate, RCI. Last Call Vacations are last minute week-long getaway offers for unbooked accommodations that are available to confirm within 45 days of check-in, which prices are set by RCI and do not require the expenditure of points.
  Ultimately,Owners may elect to utilize their Club points in a number of ways, and they are under no obligation to purchase additional Club points from the Company. Upon review of our records, we find that Owners have not utilized their Ownership. Notwithstanding the same, if Owners require assistance on how to utilize their Club points to its fullest potential, we recommend that they contact one of our vacation counselors by calling **************, and someone will be more than happy to assist.  It should be noted, however,that because Owners account is currently delinquent, their account is subject to use restriction and Owners will be unable to secure reservations until such time they bring their account current.
  Fees.Owners claim that the Company failed to disclose fees in connection with their Ownership. We dispute this claim. All fees attendant to the 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 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, Owner Clarification Form, and the Sales Pre-Confirmation Checklist, all clearly disclosed the then-current amount of the annual assessments and annual Club membership fees applicable to the 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. Similarly, the reservation fees and exchange fees were also fully set forth in the Sales Pre-Confirmation Checklist Owners executed.  If Owners did not agree to the financial obligations or any of the terms associated with the Ownership, they were welcome to decline to execute the contract documents or to rescind their purchase within the statutory rescission period.  
  Cancelation.Owners request that the Company cancel the Ownership. We are unable to substantiate Owners claims of wrongdoing in connection with their purchase of the Ownership. Also, our records show that the applicable rescission period has expired, and that Owners have outstanding financial obligations owed to the Company.As such, Owners are not entitled to, or otherwise eligible for, contract cancelation. We therefore respectfully decline Owners request for the same.
  Ownersaccount is delinquent. To the extent that Owners are facing a financial hardship, we encourage them to contact the ********************************************** by calling **************, to ascertain what options may be available to assist them with bringing and maintaining their account current.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Request for Timeshare Cancellation - To Whom It May Concern,We are writing to demand the immediate cancellation of our timeshare contract under Membership ID: ******* with **************** Inn Vacations Club in Orlando, ********Despite our initial disinterest, we were coerced into a four-hour presentation. The sales representative used manipulative tactics, and the promises made during this presentation have proven false.We faced significant difficulties booking a stay during the holidays, contrary to the unrestricted access promised. Additionally, the *** portal prices for international vacations were higher than those available through other means. A friend in real estate revealed that our "investment" is a financial burden, with escalating fees and no real property ownership.Given the discrepancies and misrepresentations, we demand the cancellation of our timeshare contract. We expect the return of our deposit and all payments made. Please provide written confirmation of the cancellation and refund process.We await your prompt response.Sincerely,****** and ***********************

  Business Response

  Date: 08/20/2024

  Please see attachment for the Company's response to the complaint.

  Sincerely,

  HOLIDAY INN CLUB VACATIONS

  INCORPORATED

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 21973226
  
  I am rejecting this response because: Our complaint was based on our experience and the tactics the company representatives used. We have also made multiple calls to the company to schedule vacations and they said we didnt, which leads me to believe that they dont truly know what is happening with timeshare presentations.
  
  Sincerely,
  
  ******/***********************

  Business Response

  Date: 08/30/2024

  We have received the rebuttal complaint filed with your office by *** and ************ (Owners). We have reviewed each of their allegations and previously responded with specificity addressing each of the issues raised in their complaint.
  Owners claim that they previously contacted the Company for assistance with booking reservations. At this time, we maintain that we are unable to locate a record of Owners contacting the ************************ for assistance with booking reservations.
  Upon receipt of Owners newest complaint, we again conducted a thorough investigation of Owners account and re-verified that their contract documents were duly executed and that they received all requisite disclosures applicable to their purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate their claims of misrepresentation, we stand by our initial response and our position remains unchanged.
  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:07/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concerns and dissatisfaction with the recent interactions I had with Holiday Inn Club Vacations, specifically regarding a meeting at Orange Lake Resort In 12/2022. We are owners with Holiday Inn for over 33 years, including Orange Lake, which has become a cherished destination for us. However, my recent experience at the ************ meeting with ************** **** from your Sales Team has profoundly shaken our trust in your company. I emphasized to Mr. **** that any decisions regarding our accounts must be communicated and approved by my mother, ******************************, who holds the primary ownership. Mr. **** proceeded to present offers aimed at consolidating our accounts into a new package, promising benefits and cost reductions. He persisted, and feeling pressured and considering the promise to eliminate a looming $20,000 payment due in May 2023, I reluctantly agreed. Contrary to our explicit request, Mr. **** split our three previous accounts into two, failing to consolidate them as agreed upon. Moreover, he assured me that my mother would be informed and consulted about the equity transfer and contractual changes, assurances that were never fulfilled. As a result, my mother was left uninformed about significant alterations to our accounts, including a substantial increase in monthly payments to $1,862 and an annual maintenance fee of $11,000 over a ten-year term. My attempts to rectify the situation were met with silence and neglect from Holiday Inn Vacations. Subsequent efforts to clarify and resolve the issue through letters and personal visits to Orange Lake Resort were similarly disregarded. This entire ordeal has not only jeopardized our financial stability but has also caused significant emotional distress and health concerns for my family. We feel deeply betrayed and manipulated by Holiday Inn Club Vacations.

  Business Response

  Date: 08/20/2024

  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.

  We have reviewed our records for Mr. ******** accounts. Upon review, we find that while Mr. ******** parents have owned several timeshares with the Company between 1990 and 2022, ****************** has not owned with the Company for 33 years.Instead, ****************** did not directly own with the Company until 2021 when his mother *********************************, added him to her existing contracts. Later, on December 9, 2022, ****************** elected to attend the Companys timeshare presentation. At that time, his family owned the following contracts:

  Contract # *******: An annual Signature timeshare interest at Orange Lake Resort located in *********, *******. Owned by *************************** (deceased) and *********************************.
  
  Contract # *******: An annual Standard beneficial timeshare interest in the Orange Lake Land Trust. Owned by ********* and ***********************.
  
  Contract # *******: An annual Signature beneficial timeshare interest in the Orange Lake Land Trust. Owned by *********************************.

  The above referenced contracts (hereinafter, the Existing Ownerships) provided a cumulative point allocation of ******* points per year in the Companys points based exchange program, the Holiday **************** At the conclusion of the presentation, ****************** elected to augment his familys ownership portfolio by trading in the Existing Ownerships and applying the accrued equity therein towards the purchase of two (2) annual Standard beneficial timeshare interests in the Orange Lake Land Trust which entitles him to a cumulative ********* Club points per annum (the Active Ownerships). However, in order to complete this transaction, ********************************* was required to sign equity transfer forms, and Warranty Deeds, agreeing to allow her son, *************************** (hereinafter,Owner), to utilize the equity of the Existing Ownerships towards the purchase of the Active Ownerships. Our records show that ****************** arrived at the ********************* on December 26, 2022, to execute the necessary documentation. In connection therewith, ****************** agreed to relinquish her rights to the Existing Ownerships. As such, our records show that ****************** is no longer an owner with the Company, nor currently listed as a co-owner on any of Owners Active Ownerships. To the extent that ****************** had any questions or concerns related to the documentation and/or the changes to the Existing Ownerships, she had the opportunity to ask the same at the time of the December 26th meeting and/or could have refused to execute the documentation. Notwithstanding the foregoing, to the extent Owner wishes to add ****************** as a co-owner to the Active Ownerships, he is welcome to contact our ****************************** via email at ****************************************************.

  Owner claims that by purchasing the Active Ownerships, he was promised that the accounts associated with the Existing Ownerships would be consolidated and his financial obligations reduced.  Owner further claims that the financial obligations were not adequately disclosed. These assertions are inconsistent with all of the documentation executed by Owner at the time of sale.  At the time of purchases, Owner met with a ***************** Officer who reviewed with him the details of his purchases to ensure that he had a full understanding of the terms and conditions associated with the purchase of the Active Ownerships.  In connection therewith, Owner executed,without limitation, a Purchase Agreement, Promissory Note, Loan Application,Closing Disclosure and a Mortgage, all of which clearly disclosed the financial obligations attendant thereto as well as the fact that Owner agreed (i) to finance each purchase over the course of a 120-month term, and (ii) to the annual maintenance assessment obligation associated with each purchase. Owner also executed the Holiday ******** Exchange Program Membership Agreement which clearly discloses that he would be leaving the sale with two (2) new contracts enrolled in the Club following his purchase of the Active Ownerships. Owner most certainly did consolidate his familys three (3) contracts by trading the same for the two (2) Active Ownerships. Additionally, our sales consultants are enthusiastic about vacation ownership and the benefits afforded through our Club. They make suggestions to owners regarding how augmenting their portfolios might be of interest to them. They do not, however, force or mislead owners to augment their ownership portfolios. If Owner did not believe that his purchases constituted good purchases at the right price, he was under no obligation to consummate the purchases and was welcome to leave the sales center without making a purchase, just as many other prospective purchasers do each day.Additionally, at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist to identify his primary reasons for purchasing the Active Ownerships. Owner identified, Elite Status, More Points, and Benefits, Perks, and Services. It should be noted that Owner did in fact gain such benefits upon purchasing the Active Ownerships.  As such, we dispute Owners assertions that the terms of the purchase transaction were misrepresented or that he was pressured to purchase the same as his reasons for purchasing reflect otherwise.

  Owner further claims that he previously contacted the Company regarding his concerns but that his concerns were met with silence and neglect. Our records reflect otherwise. Firstly, we can confirm that our sales team contacted Owner via telephone call on March 12, 2023, to discuss his concerns. Later, on April *******, Owner met with a sales member in person to discuss the concerns again.Thereafter, we can confirm that Owner mailed letters to the Company containing similar grievances. In connection therewith, our *************************** mailed two (2) written responses to Owner. Additionally, we find that our ******************* spoke with ****************** on June 26, 2024, regarding her concerns with the December 2022 purchase transaction. At that time the agent offered to go over the latest correspondence received and the details of the purchase transaction. ******************, however, elected to hang up the telephone call. Thereafter, our ******************* and ************************************* made several attempts in contacting Owner to discuss his account;however, they have been unsuccessful in reaching Owner.

  Owner requests cancelation of the Active Ownerships and a refund of monies paid. We are unable to substantiate Owners claims of wrongdoing in connection with his purchase of the Active Ownerships. Also, our records show that the applicable rescission periods have expired, and that Owner has outstanding financial obligations owed to the Company. As such, Owner is not entitled to, or otherwise eligible for, contract cancelation 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 Active Ownerships, he may contact the Companys ******************* 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 accounts are 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 www.orangelake.com/horizons.

  Owners accounts are delinquent. To the extent that Owner is facing a financial hardship, we encourage him to contact the Companys ************************************* by calling ************, to ascertain what options may be available to assist him with bringing and maintaining his accounts current.

  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21969812
  
  Dear BBB Representative,

  
  I am writing to formally rebut the response provided by Holiday Inn Club Vacations Incorporated concerning my complaint, and to request that my case be reviewed again.

  
  The Companys response contains several inaccuracies and omissions that significantly impact the fairness and accuracy of their decision. I wish to address these concerns in detail: Misrepresentation of ****************************** states that I have not owned with them for 33 years, but this is irrelevant to my complaint. My concern is specifically related to the misrepresentations and issues surrounding the contracts I entered into in 2022, not the length of my family's previous ownership. Consolidation and ********************************* asserts that the consolidation of contracts and the associated financial obligations were clearly disclosed. However, my claim is that the consolidation did not meet my expectations as promised during the sales presentation. The documentation provided does not adequately reflect the true nature of the financial obligations I would assume, including additional costs that were not clearly communicated. Claims of Misleading Sales Practices:I was assured that consolidating the contracts would reduce my overall financial burden. Contrary to what the Company claims, I was not informed about the full scope of the new financial commitments. My request is not solely about understanding the documents I signed, but about the discrepancy between the sales promises and the actual terms. Inadequate Response to ******************************* mentions several communications attempts but does not address my assertion that these responses were either insufficient or ignored my specific concerns. The follow-up communications failed to resolve the issues I raised, and I feel that these were not adequately handled. Current Financial Hardship and Cancellation:I am aware of the terms of the Horizons Program, but my immediate concern is the fairness of the process that led to the current situation. I am requesting a reevaluation of my complaint, not just information about the cancellation program. My primary request is for a fair resolution based on the misrepresentations made and the discrepancies in the financial obligations. Given these points, I respectfully request that the BBB re-evaluate the case considering the inaccuracies in the Companys response and the unresolved issues regarding the fairness of the transaction. I am seeking a thorough review and appropriate resolution to this matter, including but not limited to potential adjustments to my financial obligations and a fair assessment of the misrepresentation claims.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/30/2024

  We have received the rebuttal complaint filed with your office by ****************** (Owner). We have reviewed each of his allegations and previously responded with specificity addressing each of the issues raised in his complaint.
  Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners accounts and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchases,including without limitation, all financial obligations thereto and instructions on how to timely request cancelation of his contracts within the statutory rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by Owner, and because we could not substantiate his claims of misrepresentation, we stand by our initial response and our position remains unchanged.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21969812
  
  I am rejecting this response because: Thank you for your response to my concerns regarding the recent issues with my accounts. I appreciate the time you have taken to investigate and address my complaint. However, I must express my continued dissatisfaction with the resolution provided. While your response indicates that all documentation was in order and properly executed, it does not address the core issues I have raised: Lack of Communication and Consent: Despite my clear instructions that any decisions regarding our accounts must be communicated and approved by my mother, ******************************, these instructions were not followed. Mr. *********************** failure to consult her directly about significant changes and his failure to consolidate our accounts as promised remain unresolved. Discrepancies in ******************* The split of our three previous accounts into two and the substantial increase in our financial obligations were contrary to what was initially promised. This discrepancy has led to an unexpected increase in our monthly payments and annual maintenance fees, which was not communicated effectively. Inadequate Response to Rectification Attempts: My efforts to resolve these issues through letters and personal visits have not been met with adequate responses or solutions, leaving my family in a difficult financial situation and causing significant emotional distress. Given these unresolved issues, I request a detailed review and reconsideration of the following actions: Full Consolidation of Accounts: As per our initial agreement, please ensure that our accounts are consolidated into the agreed-upon package. Clarification and Adjustment of Financial Terms: Review and adjust the financial terms to reflect what was originally promised, including rectifying the increased monthly payments and maintenance fees.
  Direct Consultation with Primary Owner: Ensure that any further decisions or changes are communicated directly to my mother, ******************************, for her approval. Compensation for Emotional and Financial Distress: Consider compensation for the distress and financial strain caused by the mishandling of our accounts.
  
  Sincerely,
  
  ***********************