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.

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• 

  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
• 

  Holiday Inn Club Vacations

  17001 Front Beach Rd Panama City Beach, FL 32413-2341

  
• 

  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
• 

  Holiday Inn Club Vacations at Orange Lake Resort

  8505 W Irlo Bronson Memorial Hwy Kissimmee, FL 34747-8217

  

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

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We visited Orange Lake from Oct. 18-24. Upon check-in, we were directed to sign up for a sales presentation. Being twenty-nine year owners and knowing the drill, we specifically said we did not want to participate in a sales pitch. We were told that we were misinformed. This meeting was not a sales "upgrade" (deceptive). We were told as long-time owners, we were entitled to a $120 gift to spend on property (deceptive). Had we been told the "gift" was a thank you for our time given for a sales presentation, we would have walked away, already having made our wishes known. The fact that we were lied to to lure us into this presentation is my concern.
  
  The person in charge of setting up the initial sales presentation, does not feel we are owed any more compensation than what we received from her. Her idea of "compensation" is to give us $100 to cover a $103.60 meal expense that we were forced to put as a room charge, something that we were already promised we would receive from our "gift". She feels nothing that was said to lure us into a sales meeting that we already said we did not want to participate in was out of order. In fact, she said that the paper we signed setting up the meeting stated that the $120 gift was for the sales presentation. The implication, that regardless of what we are told by her representative, we should have been more responsible, while legally accurate is ethically reprehensible. The fact that she sees no issue with her representative lying to us indicates acceptance of a predatory business model. This happening at the start of our vacation ruined this experience resulting in my ONLY vacation "regret" in 69 years.
  
  This type of practice cannot be allowed. No should mean "NO"! When told that we did not want to participate in a sales pitch, that should have been the end of it. We should not have then been told "lies" to get us to the sales presentation.

  Business Response

  Date: 12/20/2022

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr. ********* ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein. Our records show that Owner currently owns two (2) annual timeshare interests at the Orange Lake Resort located in Kissimmee, Florida that he purchased from the Company in 1993 and 2014.
  
  
  
  Please be advised that prior to the Company's receipt of Owner's Better Business Bureau ("BBB") complaint, the Company received prior correspondence from Owner expressing his concerns which mirror the claims reflected in the BBB complaint. The Company's Customer Service Department responded to all of Owner's concerns with specificity in writing, by letter dated November 8, 2022, which letter addressed that Owner had already spoken with the Sales & Marketing Department and that has been issued adequate compensation for his expressed dissatisfaction during his stay. Our records further show that Owner expressed his satisfaction of the resolution provided to him. We therefore consider the matter to be closed.
  
  
  
  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  
  INCORPORATED
  
  
  
  Katherine M*******
  
  Paralegal, Legal Services
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The company has just written hundreds of words explaining why/how they operate. My experience directly contradicts those words. Should my reality be what you say/write or what you do? Until you acknowledge and address the same concerns below, any more discussion is moot. All your "words" are just a smoke screen to cover for the unethical actions of an employee who lied to us and misrepresented the presentation. That you have not even addressed the fact that we should NEVER have been at the sales pitch due to our initial request shows a callous disregard for the wishes of your owners. The fact that is has taken all this time and thousands of words to even get a simple apology for your wasting of our time is a regretful indicator of the quality of your customer service and appreciation. No amount of words or talk can change that reality.
  
  
  
  Within the first 24 hours of our stay, no more than four of your employees touted the current customer service initiative that was currently in place. My experience shows, again, that your words are only window dressing, and your actions speak volumes. The fact that you have never addressed my comments about this initiative makes me wonder if this was just a positive spin whose substance was fluff.
  
  
  
  The manager of the sales force acted in a professional manner. He immediately apologized for how his salesman conducted the session and offered compensation for the EXTRA TIME the salesman kept us there. After explaining the false statements that were used to lure us to the meeting, he apologized that he could not offer compensation for the time that we wasted even being there in the first place. He said we needed to take that matter up with the front desk.
  
  
  
  How has that gone? It is obvious after thousands of words and hours spent with meetings, telephone calls, writing emails and BBB complaints, your company feels that I have been adequately compensated for lying to us and ignoring our desire to not participate in a sales presentation. You are oblivious to the fact that WE NEVER SHOULD HAVE BEEN IN THE MEETING IN THE FIRST PLACE. Do you understand what I am saying? You have yet to compensate for the hour wasted, unlike the sales manager who compensated us for the extra 30 minutes of our time that was wasted. Your actions appear to condone unethical behavior with no fault on your part. The fact that this does not concern you at all is a huge red flag for me to ever trust you again.

  Business Response

  Date: 01/11/2023

  We have received the rebuttal complaint filed by Mr. ********* ("Owner"). As previously advised, the Company's Customer Service Department responded to Owner's grievances in writing on November 8, 2022; however, Owner remains dissatisfied with the Company's prior responses.
  
  
  
  Owner continues to express his dissatisfaction regarding the Company's marketing efforts. Please be advised that our Marketing Department often extends offers to owners while on resort property to attend timeshare sales presentations regarding enhancements that owners may like to make to their ownership portfolios. It is also the case that we offer incentives in connection with attending our voluntary timeshare presentations. Please note, however, that prospective purchasers and owners receive clear disclosure when they agree to attend the Company's timeshare presentations that the purpose of the same is to solicit timeshare sales. By Owner's own admission, he is familiar with the Company's marketing efforts and our records show that Owner has attended the Company's timeshare sales presentations over the years. While the Legal Department acknowledges that we were not present when Owner was presented with the invitation to attend the timeshare sales presentation, it is for these reasons we rely on the tour invitation reviewed and signed by Owner agreeing to attend a Company-sponsored sales presentation. The tour invitation clearly disclosed that Owner would (i) be solicited for the sale of timeshare interests, and (ii) receive his proffered incentive at the conclusion of the sales presentation. To the extent Owner disagreed with the terms and conditions contained therein, he could have elected to forego the option of signing the same.
  
  
  
  Owner further claims that the company "ignores" "deceptive and predatory practices" and the fact that he was "lied to." We dispute this claim. Please be advised that the Company has an extensive training program and conducts audits of our employees. We also maintain records of reported misrepresentations and take allegations of the same very seriously. Upon receipt of Owner's complaints, we can confirm that Owner spoke with the Marketing Agent's manager, a Marketing Director, and a Sales Director. As a result, (i) the Marketing Agent received additional coaching, (ii) one (1) of Owner's breakfast meals was compensated by the Company's Marketing Department, and (iii) Owner received additional compensation from our Sales Director as a goodwill gesture, which Owner responded that said compensation was "generous" on the part of the Company.
  
  
  
  Notwithstanding the foregoing, please note that the Company is committed to ensuring that all our prospective purchasers and owners are aware of the terms and conditions of our marketing promotions, and we apologize to the extent that Owner felt that this was not his experience. We appreciate Owner's feedback and will continue to work with our agents in this regard. Additionally, we have decided that in the best interest of customer service, to notate Owner's account removing him from any marketing promotions that would require the attendance of a timeshare presentation. It should be noted, however, that if Owner willingly requests to attend a Company timeshare presentation in the future, we remind Owner that the purpose of the presentation is to solicit timeshare sales. To the extent that Owner solely wishes to obtain information on how he can utilize his current ownership portfolio and/or the Company's points-based exchange program, the Holiday Inn Club, to its fullest potential, he is welcome to contact a Club Counselor at 407-905-1100 and a Club Counselor will gladly assist him accordingly.
  
  
  
  We value Owner's relationship with the Company, and we hope that we can provide him with a positive vacation experience in the future.
  
  
  
  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  
  INCORPORATED
  
  
  
  Katherine M*******
  
  Paralegal, Legal Services
  

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,
  
  We can't even being to express how upset we are with Holiday Inn and the representatives. For a company who is supposed to "care so much about your members happiness" yet they can not even respond to members when they reach out regarding their concerns. We continue to receive letters and harassing phone calls and it is driving us nuts. The financial burden this has caused us is so upsetting and has affected our life in so many ways. Please can somebody understand and help us out of this. Please!
  
  ***** and **** ******

  Customer Answer

  Date: 12/22/2022

  To whom it may concern,
  
  
  
  We are reaching out in hopes that you all can assist us in getting a response from Holiday Inn. We have reached out numerous times and we have yet to receive a response regarding the need for cancellation of our timeshare. We get harassed with phone calls and letters, but no response to our complaints. We have yet to get a response that an option that would realistically help us. This has affected us tremendously financially and emotionally. Please help us!
  
  
  
  ***** and **** ******
  
  
  
  Contact by the business
  

  Business Response

  Date: 02/06/2023

  Thank
  you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
  connection with the complaint filed with your office by Mr. & Mrs. ******
  (“Owners”). We appreciate the opportunity to respond to the concerns set forth
  therein.

  Our
  records show that Owners attended a Company-sponsored timeshare sales
  presentation on September 10, 2016, at which time they elected to purchase a
  biennial timeshare interest at the *** ** ****** Resort located in South Lee,
  Massachusetts (the “Ownership”). The Ownership entitles Owners to 85,000 points
  every even year in the Company’s points-based exchange program, the Holiday Inn
  Club (“Club”).

  Owners
  claim that they contacted the Company with their concerns but that the Company has
  not provided any support to their requests for assistance. We dispute this
  claim. Our records show that Owners initially contacted the Company in November
  2020 requesting cancelation. In connection therewith, our Horizons Department
  emailed Owners in December 2020 advising Owners of several exit options which
  included (i) gift the Ownership to friends or family; (ii) sell their Ownership
  independently to a bona fide third party, subject to the Company’s transfer
  requirements; or (iii) surrender the Ownership back to the Company through the
  Company’s Horizons program, subject to the program’s requirements thereunder.
  Thereafter, in February 2021, a Horizons Department agent educated Owners on
  their options and advised them to speak with our Capital Management Department to
  the extent they need assistance with payments. Later, in July 2022, the Company
  received a second cancelation request from Owners. Upon receipt of the same, a
  Horizons Department agent attempted to call Owners and was unable to reach them.
  As such, the agent emailed Owners stating that due to their outstanding
  mortgage obligations, their only available option would be to sell the
  Ownership independently. On November 22, 2022, Owners emailed a third
  cancelation request and accordingly, a Horizons Department agent attempted to
  reach Owners via telephone call, which such attempt was unsuccessful.
  Subsequently, the agent emailed Owners on November 28, 2022, once again
  advising them that their only available option was to sell the Ownership independently.
  Thereafter, the Company received a Business Consumer Alliance (“BCA”) complaint
  from Owners on December 15, 2022. Moreover, the Company responded accordingly
  to the BCA complaint on December 16, 2022, advising Owners to submit their concerns
  via the Better Business Bureau (“BBB”). It should be noted that while Owners
  appear to have submitted their complaint to the BBB on December 22, 2022, the
  Company did not receive the BBB complaint until January 24, 2023. Lastly, the
  Company’s Customer Service Department received an email from Owners on January
  20, 2023, wherein Owners restate their request for cancelation. Please note,
  however, that the January 20, 2023, email is still under review by our Customer
  Service Department at this time. Notwithstanding the foregoing, based on the
  information set forth above, it is clear that the Company has repeatedly
  responded to Owners’ requests for cancelation and yet Owners have failed to
  avail themselves of the options previously provided. Knowing this, Owners continue
  to restate their request for cancelation.

  We
  have reviewed Owners’ account and have found that Owners were provided all
  applicable disclosures related to their purchase, including without limitation,
  their right to rescind which they failed to exercise. Because we are unable to
  identify any evidence of wrongdoing on the Company’s part and because Owners
  have outstanding obligations owed to the Company, we have determined that
  Owners are not eligible for, nor entitled to, account cancelation and we respectfully
  decline their request for the same.
  We are
  sympathetic to Owners claims of financial hardship. However, the same does not
  invalidate Owners’ contractual obligations. To the extent Owners require
  payment assistance, we encourage them to contact our Capital Management
  Department at (800) 298-3706 in that regard.

  Additionally,
  pursuant to Owners’ request, the Company has placed the telephone number on Owners’
  account on our internal do not call list, and as such, Owners will not receive
  solicitations from the Company at that number. However, such action does not
  preclude the Company from contacting Owners for collection purposes.

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

• Initial Complaint

  Date:11/20/2022

  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.

  My husband, 3 kids and I arrived at Holiday Inn Express Park Plaza Shreveport LA 71105 on a rainy cold night approximately 11:10pm. The front desk Ralph took a long time checking in the customers. He finally got to me close to 11:30pm. I am an IHG member, I scheduled my reservation on Friday Am. Ralph proceed to check me in. I was given hotel document to initial and signed. He gave me two key cards to room #***. I wanted to look at the room before taking my 4-mos old and husband out of car. The weather was cold and rainy. I wanted to view room #***. I saw a ***** *** * *n the trash can, bed was sat on and a used towel on the bathroom counter. I had inform Ralph, he said this has never happened at this hotel. He said the cleaning crew is gone for the day. He says the hotel is fully booked. We really needed a room for the night. We're from out of town. I had my 4-mos old baby in the car. Ralph suggests for us to go to Holiday Inn downtown 7 miles away. He says we didn't have to pay since payment was already made at park plaza. Then he called the Holiday Inn. He spoke with front desk lady. Ralph said he would do a walk over (not sure what that means, it's some kind of code). I explained we chose this location because it was only 2 miles away from our destination. My Family and I drove to the Holiday Inn downtown, we check-in after midnight. The front desk lady was aware of the situation at Holiday Inn Express. However, she says they are not affiliated or the same. We had to make payment here to at Holiday Inn downtown. They didn't offer complimentary breakfast. We had to go to ****. The stay at Holiday Inn downtown was totally disgusting too. The toliet sit was dirty with brown substance near the butt area and small hairs around the toliet sit and bathroom faucet. There were small bugs in the bath tub. I took pictures too. The downtown Holiday Inn offered to change my room at 9:30am we were told to check out at 11:00am. What a complete disaster!

  Business Response

  Date: 12/20/2022

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by ******* *****.
  
  
  
  Upon conducting our research, we were unable to find ******* *****, in our system as an owner and/or guest. Upon further review of the complaint, we noticed that the companies referenced in the complaint are Holiday Inn Express Park Plaza Shreveport South, Holiday Inn Shreveport Downtown, and InterContinental Hotel Group ("IHG"). Please be advised that the Company does not own or operate the Holiday Inn Express / Holiday Inn brand hotels. The Company does have a strategic alliance with IHG which enables the Company to market, sell and operate its timeshares under the Holiday Inn Club Vacations brand and to offer membership in the Holiday Inn Club Exchange, the Company's points-based exchange program. However, the Company's twenty-eight (28) timeshare resort properties are independently developed, owned, and operated by the Company, which is not under common ownership with Holiday Inn Express, Holiday Inn and/or any other IHG hotel or resort brands. We therefore request that the complaint be redirected to the appropriate entity for review and response.
  
  
  
  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  
  INCORPORATED
  
  
  
  Katherine M*******
  
  Paralegal, Legal Services
  

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:11/19/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a timeshare presentation in Las Vegas in 2019. They sold it as a vacation savings plan, that I could go anywhere any time and never waste any points with their partners *** and ***. They said if I didn't use points at resorts that I could get flights, gift cards, car rentals and more with my points. I ended up there for 6.5 hrs and when going over the details with the legal person, he was saying things far different than the sales man. The legal person bought the sales man back in and they both talked so fast and I was so stressed out I started crying. My sister was with me and she asked what do you want to do. I said "I just want to leave already, I feel like in being held captive." The legal guy said you don't have to sign, but yeah we can get you outta here in no time if your ready to sign. I signed a contract for 50,000 points and got my paperwork and left. I learned overtime that there are so many limitations and loop holes that all the promises they made in the sales pitch were a lie. I felt frustrated and embarrassed and that's what they count on. My embarrassment made me subconsciously up sell the timeshare to myself. I didn't want to acknowledge it was a mistake. The first vacation I went on they said I had to attend a meeting to "teach me how to use my points." It turned out to be another high pressure sales meeting where they told me I the amount I bought before was useless and that I had to get to at least 100,000 pts to get the benefits of the timeshare. So they basically told me the first sales person had lied to me, but they were going to make it better. I signed for additional points. Every following vacation they made me go to a meeting for coupons and high pressure sold me the same way, telling me the last person screwed me and they were going to fix it. I now owe $36000 in loans to them and the product/ points are worthless. I want to be released from my contract. I don't expect a refund, I just want out!!!! Timeshare is fraud!!!!

  Business Response

  Date: 01/11/2023

  Dear Mrs. *******:
  
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
  
  connection with the complaint led with your ofce by Ms. ***** ("Owner"). We appreciate the
  
  opportunity to respond to the concerns set forth therein.
  
  Our records show that Owner entered into her rst purchase transaction with the Company on
  
  March 23, 2019, wherein she purchased an annual standard benecial timeshare interest in the
  
  Orange Lake Land Trust (the "Initial Ownership"). The Initial Ownership entitled Owner to 50,000
  
  points per annum in the Company's points-based exchange program, the Holiday Inn Club
  
  ("Club"). Thereafter, in November 2020, Owner elected to purchase a second timeshare interest
  
  from the Company, wherein she purchased an annual standard benecial timeshare interest in the
  
  Orange Lake Land Trust (the "Second Ownership"), which entitles her to 100,000 Club points per
  
  annum. Later, in April 2021, Owner elected to trade-in the Initial Ownership and applied the
  
  accrued equity therein towards a purchase of an annual standard benecial timeshare interest in
  
  the Orange Lake Land Trust (the "Upgrade Ownership"). The Upgrade Ownership entitles Owner
  
  to 100,000 Club points per annum. The Second Ownership and the Upgrade Ownership
  
  (collectively, the "Active Ownerships"), entitle Owner to a cumulative total of 200,000 Club points
  
  every year.
  
  Timeshare Presentations. Owner states that she felt pressured to consummate her purchases with
  
  the Company, felt that she was "being held captive" during the 2019 sales presentation, and that
  
  she was required to go to additional meetings. Firstly, we dispute Owner's characterization of our
  
  sales process as high-pressured. Our sales consultants, while enthusiastic about our resort
  
  offerings, do not force prospective purchasers to purchase timeshare interests, nor do they prevent
  
  prospective purchasers from leaving the sales center without making purchases. The Company's
  
  sales consultants present offers to prospective purchasers and if said prospective purchasers do not
  
  feel like the offers presented constitute good purchases at the right price, they are welcome to
  
  
  
  
  
  
  
  
  See Attachment/File* ******** ************

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  There response simply says their protocol was followed because they have a protocol. My experience can't be denied simply because they believe they have rules in place to protect them. The fact is I was excessively pressured, lied to and misled on what I could do with the timeshare purchase. And I believed them for the first year or so because I didn't understand what I had purchased. Their legal jargon response is just their way of saying we have more power than you so we can deny and decline to work with you and you the client signed this piece of paper so too bad. Again my sister was with me at this presentation she can attest to my duress and tears and the high pressure scenario I was in. I only wish I had been a little older and wiser and I would have declined that first sales situation. Instead I will just stop payment go into foreclosure and have my credit be tanked, because HICV refuses to do anything about their shady practices because it makes them too much money. They cant deny my experience they weren't there. They can empty generic statements about their policy and sales protocols, that doesn't mean they were followed. Anyone who has employees or works in business knows protocol isn't always followed. Ethical fading is particularly prevalent in sales personnel since the formula to success isn't happy customers it's producing high sales numbers! It's been 4 years and in those short years I went from a naive trusting idiot who bought timeshare and rebought trusting what I was told to now I am educated in the trickery and ethical fading of timeshares sales staff and the industry altogether so whether this BBB complaint does anything for me or not I won't be convinced that they aren't aware as a corporation of their corrupted ethics and practices hiding behind their legally written protocol.

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When the salesman was offering me the hotel stay he never told me I would be responsible for resort fees, parking and taxes. He told me the Vegas "deposit" of $279 was to ensure I would not back out and would go. I specifically asked if I could not go in the year allowed what would happen. He mislead me, telling me just call and it would be extended. I asked if there was extra fees and he said absolutely not. I knew it sounded to good to be true. When I called to make my reservation that is when I was told about the additional fees and it was a 2 hour presentation, not 1 hour as the gentleman told me. So I figured I already paid what I thought was a fully refundable deposit. Unfortunately an emergency has come up and the offer ends November 20th. I called to extend and that is when I was told it is over $70 each six month extension plus other taxes and fees. I would just like my $279 back. It was a "recorded" call, so there is proof the salesman mislead me. I was told the hotel was complimentary for listening to a 1 hour presentation and I would receive my $279 back in cash. I would just like the refund. I got this "deal" because I joined the *** club. The hotel we originally stayed in was filthy! I reached out to customer service 4 times. They kept telling me the manager would get back to me. When I asked for a refund on this "VIP" offer, aka timeshare scam, the representative stopped emailing me back and I never heard from anyone again. I have pictures and copies of the emails.

  Business Response

  Date: 12/21/2022

  Good Afternoon,
  
  We have received and reviewed the concerns as detailed in the Complaint referenced above.
  
  Our top priority is to assure that prospective purchasers are well informed about the terms of their purchases of vacation packages offered by Holiday Inn Club Vacations Incorporated (the "Company"). As such, we have established policies and procedures to ensure that those terms and conditions are fully disclosed prior to purchase.
  
  The Company has contacted **************** regarding his concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with him.
  
  Sincerely,
  
  ***********************
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  *****************************************.
  
  

  Customer Answer

  Date: 12/26/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the business refunding my money. That is the outcome I was wanting. I understand that training and sales are hard to find reliable customer service representatives and miscommunication happens. Thank you to the company and the BBB for resolving this and getting my refund. I am sorry it had to come down to this, but I greatly appreciate all the effort for all parties involved. Thank you for the refund!

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to Holiday Inn for the past year with no response from them or anyone within the company that can help me. I have reached out verbally and are transferred to different departments until it hangs up, I have wrote letters by regular mail and certified mail with no response, I have even tried to send emails with no response. This timeshare was just purchased last year, we were mislead to believe this timeshare was something that it is not. I am done being ignored about my complaints, concerns and request for the termination of this timeshare. They should have NOT manipulated us so they could get a sale. The contract is not what they stated to us at all. This is not right.

  Business Response

  Date: 01/06/2023

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by ************** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records show that Owner attended the Company's timeshare presentation on May 11, 2021, at which time he purchased an annual standard beneficial interest in the Orange *************** (the "Ownership"). The Ownership entitles Owner to ****** points per annum in the Company's points-based exchange program, the Holiday Inn Club.
  
  Owner vaguely claims that the Ownership is other than what was presented to him at the time of purchase and that he was "manipulated" into purchasing the same. We dispute Owner's characterization of our sales process and further dispute that the sales personnel misrepresented the terms and conditions of the Ownership. Firstly, our sales consultants, while enthusiastic about our resort offerings, do not force or otherwise manipulate prospective purchasers to purchase timeshare interests, nor do they prevent prospective purchasers from leaving the sales center without making purchases. The Company's sales consultants present offers to prospective purchasers and if said prospective purchasers do not feel like the offers presented constitute good purchases at the right price, they are welcome to decline to purchase. In fact, many prospective purchasers who attend the Company's timeshare presentations leave the sales center without making purchases. Secondly, 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 Company's 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, Owner was required to meet with a ***************** Officer to review the contract documentation and the details of his purchase to ensure that he had a full understanding of the terms and conditions associated with the Ownership. Owner was 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 he did not fully understand in connection therewith. If Owner had communicated to the ***************** Officer that he 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 Owner required additional explanation or more time to review the documents the ***************** Officer would have been happy to provide him with the same. Before leaving the sales center, Owner affirmatively advised the ***************** Officer that he understood the terms of his respective purchase and proceeded to execute the contract documentation.
  
  Owner further claims that he has contacted the Company with his concerns but that the Company has not provided any support to his requests for assistance. While we have no record of receiving emails from Owner, our records confirm that we have received letters from Owner. Please be advised that the Company has responded to Owner in writing on multiple occasions advising that (i) we were unable to substantiate his claims of misrepresentation, (ii) his purchase documents were found to be in order, signed, and acknowledged by him, agreeing to the terms and conditions therein, and (iii) Owner has outstanding obligations owed to the Company. As such, Owner's requests for cancelation were denied. Additionally, our records confirm that each written response was mailed to Owner's address listed within the "Consumer Info" portion of the complaint. Furthermore, it should be noted that we have no record of Owner initiating verbal communications with the Company within the past year as Owner alleges.
  
  In closing, we have reviewed Owner's complaint and find that the Company has previously responded to Owner's grievances in connection with the purchase of his Ownership. Based on the reasons set forth above and because Owner failed to exercise his rescission rights, we reaffirm our position in the matter that Owner is not entitled to, nor eligible for, cancelation. Accordingly, we respectfully decline his request for the same.
  
  Owner's account is delinquent. Please note that extended delinquencies may result in foreclosure. If Owner would like to avoid foreclosure, he will be required to bring his account current, and he may do so by contacting our ***************************** at **************.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are many other complaints on the BBB, Attorney General and other sites and listings stating how this company works and manipulates people such as myself for a sale on their end. It is awfully funny you have no record of the emails now, it is very funny you are blaming the consumer even though this company violated my consumer rights. I have sent countless physical mail to the corporate address for HICV with ONLY receiving templated responses. I have attached one for your review because you think it is easy for you to get over on people, this company makes money off scams. My account is well over 120 days past due and under federal law you are required to begin foreclosure proceedings. This is not a REAL property, this was a scam, we own nothing, we own air because you people bank off the money we pay for it and NEVER ONCE DID YOU DISCLOSE THE ACTUAL TRUTH TO THIS CONTRACT OR TELL US ABOUT THE TIMEFRAME WE HAD TO CANCEL. I will get this timeshare contract terminated, and just remember all the other people you are doing this to right now as well.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to bring your attention to Holiday Inn Club Vacations and the dishonest and likely illegal way they do business. I bought a timeshare with them in June 2019 that I never would have considered if I had been told the truth. Over the 6-hour interaction, salespeople were demeaning and aggressive. I was belittled for stating I could not afford an extra $200/month and told my family deserved more than I was giving them. The monthly payment already sounded like a lot, but I was also unaware of how much debt I was really getting into. At no point was I told about the interest or total finance cost. In fact, I'm still not sure how much I am responsible for. I never received a copy of my contract until FOUR months later and it did not include ANY financial information aside from the receipt for the $100, I paid that day. I was promised access to resorts worldwide but cannot get reservations! I have tried about a dozen times and there is never availability. After this frustration, I started to check websites like expedia.com and found that I could still stay at a resort for significantly less than my loan payments! In May 2022, I reached out and explained my concerns to HIVC and received a reply in June. My concerns were barely addressed, and I was told it was my decision to sign the contract. I made the mistake of trusting this company and its representatives and they are refusing to take accountability for their actions. I just want to be released from this contract and even offered to sign a waiver stating there was no wrongdoing on their part. I feel I have no recourse but to file this complaint against them in hopes that they comply with my original cancellation request.

  Business Response

  Date: 12/20/2022

  We have received the rebuttal complaint led by ***************** ("Owner").
  Timeshare Presentation / Purchase Option. Owner insists that she experienced "high pressure sales
  tactics" at the time she attended **********' s and/or the Company's timeshare sales presentations
  and that the sales consultant(s) "would not take no for an answer." Owner now also claims that the
  presentation(s) lasted hours. We again dispute Owner's characterization of **********' s and/or the
  Company's sales presentations. Please note that while ********** no longer engages in conducting
  sales presentations, when it was, **********' s sales consultants did not force prospective purchasers
  to make a purchase, nor do the Company's sales consultants. Please be advised that all sales
  presentations, whether sponsored by Silverleaf or the Company, are voluntary. As such, if Owner
  does not wish to attend additional sales presentations in the future, she is welcome to decline any
  invitations or offers extended to her in connection therewith. Moreover, we maintain that if Owner
  did not believe that her purchases constituted good purchases at the right price, Owner was
  welcome to decline in purchasing and/or retain the Silverleaf Ownership and leave the sales center
  at any time without making a purchase and/or augmenting her ownership portfolio, just as many
  other prospective purchasers do each day. However, owners who forego membership in the Club,
  are not eligible for Club benets stated previously or able to participate in the points system offered
  through the Club, nor are they able to utilize the resorts in the Company's portfolio other than the
  original thirteen (13) Silverleaf resorts through their membership. The only way to avail oneself
  of those benets is to purchase inventory directly from the Company. Additionally, when Owner
  advised that she wanted to join the Club, she was told that she could either retain her Silverleaf
  Ownership and purchase a second timeshare interest (at which time she would be afforded the
  option to also convert her Silverleaf Ownership into a points-based ownership), or she could trade-
  in the Silverleaf Ownership and apply the equity she had accrued therein towards the new purchase.
  Owner selected the second option, which the Upgrade Ownership provided her with more resort
  
  
  
  
  See Attachment/File: Business Response.pdf

  Business Response

  Date: 12/21/2022

  ***InFo Only***
  See Attachment/File: ValeroBBB INFO ONLY 12-20-22.pdf

• Initial Complaint

  Date:11/06/2022

  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.

  Holiday Inn,We need to make contact with someone who can help us beyond the front line at this company. I bought this timeshare at the expense of losing my job, believe it or not. It was not by choice at that. I was on a business trip when a salesmen approached me to attend this meeting that would get me reimbursed for my resort stay on that trip. I agreed because who wouldn't? Little did I know I would be held there and refused to leave for 8 hours. I can't tell you how many times I told them I could not stay because I was there on business and needed to leave at that moment. Until I agreed to purchase whatever it was they were selling, I felt as if I were being detained. I got fired that day because I didn't show up to work (the whole reason I was there in the first place). If this story isn't shocking enough to get escalated to upper management, I will have to take my concerns public. I want to cancel this contract that my wife is now on because we felt forced to upgrade to points at some point when Holiday Inn took over Silver Leaf. I need to speak to someone who can reimburse me for this timeshare that left me feeling backed into a corner helpless. ************* and *************************** **********************************************************

  Business Response

  Date: 12/20/2022

  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.
  
  Upon review of our records, we find that ********** ("Owner") entered into two (2) purchase transactions with Silverleaf Resorts, LLC ("Silverleaf"), each for a timeshare interest. Silverleaf was later acquired by an affiliate of the Company in May 2015. Thereafter, Owner and his wife, *************************, attended a Company-sponsored sales presentation on December 30, 2018. At the time of the sales presentation, Owner owned one (1) annual fixed-week timeshare interest at the Hill Country Resort located in ***********, ***** (the "Silverleaf Ownership"). At the conclusion of the sales presentation, Owner elected trade-in the Silverleaf Ownership and applied the accrued equity therein towards a purchase of an annual standard beneficial interest in the Orange *************** (the "Active Ownership"), entitling Owner to ******* points in the Company's points-based exchange program, the Holiday ******** ********* **** points may be utilized to secure reservations at (i) any of Company's twenty-eight (28) resort locations, (ii) resort accommodations through RCI's external exchange program, (iii) hotel accommodations at thousands of IHG-branded hotels worldwide through IHG's One Rewards Program, and (iv) for airfare, car rental, cruises and more through Company's **** Partners program. It should be noted that while ***************** may have been present at the time Owner purchased each of the timeshare interests with ********** and later the Company, she did not jointly enter into any of the aforementioned purchase transactions with Owner. Therefore, contrary to Owner's assertions, ***************** is not listed as an owner to the Active Ownership.
  
  Timeshare Presentation. Owner claims that a timeshare presentation lasted eight (8) hours and that Silverleaf and/or the Company did not allow him to leave the presentation. Firstly, please note that Owner was under no obligation to accept any marketing invitations and/or incentives offered to him in exchange for his attendance at a timeshare presentation as all timeshare presentations, whether sponsored by Silverleaf or the Company, are voluntary. Secondly, please note that ********** no longer engages in the sale of timeshare interests. Moreover, the duration of Silverleaf sales presentations were, and the Company's sales presentations are, approximately ninety (90) minutes, the actual duration of which would depend on a prospective purchaser's level of interest and questions asked. At the conclusion of the respective sales presentation, the prospective purchaser would be asked whether or not he or she would like to make a purchase. Those wanting to purchase would then select inventory and the contract documentation would be prepared for the prospective purchaser's review and execution. In addition, any incentives offered to prospective purchasers in exchange for his or her attendance at the sales presentation were provided at this time. Each of these factors account for the additional time Owner spent at the sales center.
  
  Thirdly, we object to Owner's allegation that the sales consultant(s) refused to allow Owner to leave the sales presentation. **********'s sales consultants did not force prospective purchasers to make a purchase, nor did they prevent prospective purchases from leaving the sales center. Likewise, the Company's sales consultants do not engage in such actions either. Moreover, it should be noted that Silverleaf owners are advised that joining the Company's points-based program is purely optional and failure to do so does not affect their entitlements under their ownerships with Silverleaf and/or how their ownerships function. Owner was 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 him and Silverleaf, and he was advised of the same at the time of the 2018 purchase. Owners who forego membership in the ****, are not, however, eligible for the **** benefits stated above or able to participate in the points system offered through the ****, nor are they able to utilize the resorts in the Company's portfolio other than the original thirteen (13) Silverleaf resorts through their membership. The only way to avail oneself of those benefits is to purchase inventory directly from the Company. Additionally, when Owner advised that he wanted to join the ****, he was told that he could either retain his Silverleaf Ownership and purchase a second timeshare interest (at which time he would be afforded the option to also convert his Silverleaf Ownership into a points-based ownership at no additional charge), or he could trade-in the Silverleaf Ownership and apply the equity he accrued therein towards the new purchase. Owner selected the second option, which the Active Ownership provided him with more resort options and vacation choices as well as increased flexibility over the fixed-week ownership he previously had with Silverleaf. Ultimately, if Owner did not believe that the purchase of any of his timeshare interests constituted good purchases at the right price, he was under no obligation to consummate the purchases and was welcome to leave the sales center to return to prior engagements at any time without making a purchase, just as many other prospective purchasers do each day.
  
  Cancelation / Refund. Owner requests cancelation and refund of monies paid towards the Active Ownership on the basis of the Company's wrongdoing. Please be advised that Owner's cancelation request is outside of his rescission period. As such, his contract is a binding obligation. In addition, we have confirmed that the documentation provided to Owner at the time of purchase is in order and that he received all requisite disclosures applicable to his purchase. Because we are unable to identify any evidence of wrongdoing on the Company's part and because Owner has outstanding mortgage obligations, we have determined that Owner is not entitled to account cancelation and/or refund at this time and we respectfully decline his request for the same.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I entered have been contacting Holiday Inn Club Vacations (formerly Orange Lake Resorts), for YEARS now in an attempt to sever our membership. They have been uncooperative, dismissive and accusatory from the very start, which is incredibly upsetting considering the facade they put up when they fight to get you to become a member. They make it seem as if they truly have your best interest and flip the script once they have your signature. We'd be better off not having a membership at all since ANYONE can book this without sort of longstanding obligation.
  
  The most frustrating part has been the back and forth between departments and information received. We've been bounced from department to department when we try to communicate with them. We've been through the Capital Management, Legal and Compliance Departments. They tell us a flag is on our account due to involvement with some unfounded third party and we follow the steps to have it removed, since apparently that's needed to come to some sort of resolution, just for them to tell us it is still there. Then, they claim they're reviewing our account for options we've researched, such as a deed in lieu, but we never receive any information back from them regarding it.
  
  It's a revolving door of unprofessionalism and apathy. They way the manage their customers is a clear indication that they do not care about them. This has ruined our credit and disturbed our finances for far too long. We need clarity and resolution!!!

  Business Response

  Date: 04/21/2023

  Thank
  you for contacting Holiday Inn Club Vacations Incorporated (the “Company”) in
  connection with the complaint filed with your office by Mr. Hawkins (“Owner”).
  We appreciate the opportunity to respond to the concerns set forth therein.

  The
  complaint states that Owner has attempted to contact the Company for the
  cancelation of his timeshare interest over the course of several years. Our
  records confirm that Owner has requested cancelation of an annual timeshare
  interest at the Seaside Resort located in Galveston, Texas, which he purchased
  on July 30, 2016 (the “Ownership”).

  Please
  be advised that Owner previously filed grievances with the Florida Attorney
  General (“FL AG”) in 2019 and Florida Department of Agriculture & Consumer
  Services (“FDACS”) in 2022. Likewise, the Company also received correspondence
  from Owner. Regardless of any engagement of a third-party company by Owner, we
  reviewed Owner’s allegations with an open mind, and we have thoroughly
  evaluated the merits of his claims upon receipt of each complaint. The Company
  investigated the claims therein and responded to each concern via written
  responses dated (i) July 19, 2019 (i.e., the FL AG response), (ii) April 3,
  2020, (iii) January 25, 2022, and (iv) March 24, 2022 (i.e., the FDACS response).
  In connection therewith, we disputed Owner’s allegations and respectfully
  denied his request for cancelation of the Ownership upon confirming that the
  documentation executed by Owner at the time of purchase was in order and that
  Owner was presented with all applicable disclosures associated with his
  purchase.

  Owner
  claims that the Ownership is other than what was presented to him at the time
  of purchase. We dispute this claim. The Company’s sales consultants are trained
  individuals who exercise care in clearly describing, in detail, the benefits,
  rights, and obligations attendant to the purchase. The contract documentation
  and the Member Guide provided to Owner on the date of purchase also provides
  clear disclosure of the same. Owner also met with a Quality Assurance Officer
  (“QAO”), who reviewed the purchase documentation with him to ensure he had a
  clear understanding of the same. If Owner had communicated to the QAO that he
  did not understand the purchase documents and/or any aspect of the purchase,
  the QAO would have halted the sale to address those concerns. Furthermore,
  prior to leaving the sales center, Owner was provided with copies of the
  executed contract documents and was afforded the applicable rescission period
  in which to review the contract documents further and/or to rescind his
  purchase, which Owner did not do.

  Owner
  expresses dissatisfaction that non-owners may book reservations at the
  Company’s resort locations. Please be advised that at no time are prospective
  purchasers advised that resort access is restricted to the ownership base. Our
  owners are entitled to book reservations through the Club in owner-owned inventory.
  They are not, however, entitled to book reservations in the developer-owned
  inventory, for which the Company pays the applicable maintenance fees. From
  time to time the Company releases developer-owned inventory for rental to
  non-owners through third party websites. Owner-owned inventory, however, is not
  eligible for such third-party rental. Furthermore, depending on factors such as
  season, unit size, length of stay, etc., many of our units can rent for upwards
  of $300 to $500 per night. And while the general public may be able to secure
  reservations in un-booked rooms, they are not afforded the same level of
  priority or access as our owners, nor are they afforded access to MaxTime
  discounts and other Club benefits. Our review of Owner’s reservation history
  shows that since his purchase of the Ownership in July 2016, Owner has
  successfully secured five (5) separate reservations at our various Texas resort
  properties and one (1) additional reservation at our Orange Lake Resort in
  Florida.

  Owner
  restates his request for cancelation of the Ownership. We have reviewed our
  files for Owner’s account, and we wholly deny any wrongdoing on the part of the
  Company in connection with the sale of the Ownership. Instead, we have found
  that Owner willfully entered into his agreement after full disclosure of all
  applicable terms and conditions. This leads us to conclude that Owner’s request
  for contractual relief, via Deed in Lieu of Foreclosure or otherwise, is not
  warranted. Furthermore, please note that upon further review of Owner’s account
  status, we find that due to Owner’s default in payment, foreclosure proceedings
  were initiated, and the foreclosure sale was finalized on April 4, 2023,
  following due notice and opportunity to cure. As such, the Ownership is
  scheduled for cancelation within the Company’s systems and the foreclosure may
  negative impact Owner’s credit.

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

• Initial Complaint

  Date:10/31/2022

  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.

  We are seeking your assistance with refund of timeshare costs from Holiday Inn Club Vacations.Holiday Inn Vacations used high pressure sales tactics to sell us the time share. We were misled and lied to that the format of the timeshare would meet our vacation needs for staying in hotels, not resorts. Our intent was to have enough points to stay at Holiday *********** once a quarter, not the resort properties, however the amount of points and availability are not flexible as promised. It was not made clear to us of the need to convert resort points and the loss of value in the conversion process to use at hotels was never enough points to actually vacation, which doesn't allow the timeshare to serve its purpose. We have never used the Vacation Plan, as it is not as it was described to be.I attempted to cancel the time share by contacting Holiday Inn Club Vacations by letter in July 2022. We spoke on or about 8/19/22 and I was sent in many contradicting directions. First, I was told there were repercussions for exiting and I was transferred to the ***************** then the **************** who said there was an option of a quit claim deed or a warranty deed. I was then transferred to ******* at Horizons, a service resolution manager, who said the only option with an outstanding loan is the resale option. We attempted to sell the timeshare previously, and found it is basically worthless. We also received a letter from Holiday Inn Club Vacations dated 8/3/22, stating since we still owe on the contract, it cannot be cancelled.We originally purchased the timeshare for $16,746.10, have paid $14,181, plus $1,629 in maintenance and membership fees and owe $13,490.87. We have made all payments on time. Continuing with the time share is causing us financial harm in retirement as we are unable to vacation due to cost of the timeshare.Our contract number is ******* and account number is ********. We would like the payments and fees refunded and the contract cancelled.

  Business Response

  Date: 12/01/2022

  Dear *******************:
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
  connection with the complaint led with your ofce by ************** ("Owner"). We appreciate the
  opportunity to respond to the concerns set forth therein.
  Our records show that Owner attended a Company-sponsored timeshare sales presentation on
  January 19, 2019, at which time he elected to purchase an annual standard benecial interest in
  the Orange *************** (the "Ownership"). The Ownership entitles Owner to ****** points
  per annurn in the Company's points-based exchange program, the Holiday ******** ("********************. Owner claims that he was pressured during the sales presentation. Please be advised that
  the Company's sales presentations are voluntary. Our sales consultants do not force prospective
  purchasers to purchase timeshare interests. If Owner did not believe the purchase of the Ownership
  constituted a good purchase at the right price, he was under no obligation to consummate the
  purchase and was welcome to leave the sales center at any time without making a purchase. In
  fact, many prospective purchasers leave our sales center without making purchases, as Owner
  himself has done during an additional sale presentation he attended on June 29, 2019.
  Altematively, Owner was afforded the statutory rescission period in which to rescind his purchase.
  Furthennore, at the time of purchase, Owner executed the Sale Pre-Conrmation Checklist and
  listed "cost," "sales team **** / **** showed value," and "exibility" as primary reasons for his
  decision to purchase. As such, we reject Owner's allegation that he was pressured to make a
  purchase he did not want.
  Terms / Benets. The complaint states that the Ownership is other than what was presented to
  Owner at the time of purchase. We dispute Owner's claims that the sales personnel misrepresented
  the benets, terms, and conditions of the Ownership. 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 Company's sales consultants are trained individuals Who exercise
  
  
  
  
  See Attachment/File: Business Response.pdf

  Business Response

  Date: 12/01/2022

  ***InFo Only***
  See Attachment/File: BrownBBB INFO ONLY 11-29-22.pdf

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear *******************:
  
  
  
  We received a copy of the letter from ***************************, *********, for Holiday Inn Club Vacations. However, we have attempted to use Holiday Inn because of your letter. We purchased the timeshare on January 19, 2019.
  
  
  
  We find it entertaining to hear the timeshare states the presentation was voluntary. It is a choice and you are enticed with gifts. They tell you all you have to do is sit in on the presentation, which is usually one hour to get the free gifts. But by the end of the hour, the scenario changes and you have to sit through the entire presentation. They refuse to admit that the salespeople put pressure and attempt coercion in order to make the sale. We have seen that salespeople are not accountable for anything they say or present to make a sale. When you leave the salespeople, you go to the closing with the ***************** Officer, who goes through the paperwork like it will incinerate before it is signed. If the timeshare states they can confirm that I understood the terms of the purchase, do they have it in writing?
  
  
  
  We tried to sell it, and that was unsuccessful, which was what the timeshare advised. The timeshare has never and will never admit it has done anything wrong. In no way do we desire to keep this timeshare which is nothing more than a money pothole. The fight will continue. What they are doing is wrong!!!
  
  
  
  We will still fight for closure and a refund of what we have paid.
  
  
  
  Sincerely,
  
  *********************************************************** ************************************************************************

  Business Response

  Date: 01/11/2023

  *** BBB INFO ONLY ***
  
  Please be advised that based on the nature of the allegations set forth in the complaint and Owners' prior correspondence, we have strong suspicions that Owners have enlisted the assistance of a third-party timeshare relief company. Due to the likely exit company involvement and the fact we are unable to substantiate Owners' claims of misrepresentation, we are not inclined to cancel Owners' Ownership.
  

  Business Response

  Date: 01/11/2023

  We received the rebuttal complaint filed by Mr. * *************** ("Owners"). We have reviewed each of Owners' allegations and previously responded with specificity addressing each of the issues raised in their initial complaint.
  
  Marketing Promotions / Duration. Owners claim that the Company entices prospective purchasers to attend timeshare presentations and alleges that the prospective purchasers are unable to leave after one (1) hour. Firstly, our records show that on two separate occasions, Owners were contacted by the ****************************** wherein they were presented with two (2) promotional offers to purchase deeply discount mini vacations, the terms of each promotion included pre-payment and the requirement to attend a timeshare presentation in order to receive the reduced rate for the accommodations and receive the proffered incentives. Owners agreed to the terms and conditions, purchased each mini vacation, and later attended the timeshare presentations in ************** 2019. Please be advised that owners and non-owners are not required to participate in the ********* marketing promotions nor consummate a purchase at a sales presentation, as both are at the discretion of the prospective purchasers. We maintain that Owners were welcome to leave the sales centers without making purchases and collect their incentive, just as they did during the June 29, 2019 timeshare sales presentation wherein they elected to forego the option to purchase.
  
  Please also note that the ********* timeshare presentations are approximately two (2) hours for new purchasers, and approximately sixty (60) minutes for existing owners, the actual duration of which depends on the level of interest of the prospective purchaser 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. In addition, any incentives offered to prospective purchasers in exchange for their attendance at sales presentations are provided at this time. Each of these factors accounts for any additional time Owners spent at the sales center. We restate that attendance at the ********* sales presentations is voluntary, and if Owners do not wish to attend additional sales presentations in the future, they are under no obligation to do so and may decline any offers extended to them in connection therewith.
  
  Pressure. Owners insist that they remain dissatisfied with their purchase and claim that the sales consultants "pressure and attempt coercion to make a sale." We again dispute Owners' characterization of our sales process, as these claims are inconsistent with our process and contrary to the documentation executed by Owners at the time of the purchase. While we acknowledge that we were not present during the presentation, it is for this reason that we rely on the documents that were reviewed and signed by Owners on the date of sale. The terms of their purchase were fully disclosed, including, without limitation, the terms, conditions, financial obligations, rights, and benefits attendant to their purchase. Furthermore, before Owners left our sales center, they were provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms and conditions of the purchase as well as Owners' rescission rights and how to exercise the same.
  
  Owners also insinuate that Company does not care how its sales consultants behave. This is untrue. The Company has an extensive training program and conducts audits of our sales employees. We also maintain records of reported misrepresentation and take allegations of the same very seriously. Employees who deviate from approved policies, procedures or scripting are disciplined which disciplinary action is documented in their files. Upon receipt of the complaint, we reviewed our records for the sales consultant who assisted Owners with their purchase. The Company has not received any complaints from other owners alleging that this sales consultant engaged in misrepresentations regarding the claims Owners have alleged in their complaints.
  
  Contract. Owners restate that they were not given sufficient time to read the contract documents prior to signing and that ***************** Officer ("***") went "through the paperwork like it will incinerate before it is signed." We maintain 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. When Owners met with the **** they were handed each document and controlled the pace by which they reviewed and executed the same. If Owners required additional clarification or additional time to execute the same, they were welcome to ask their questions or to take as much time as they wanted to review the documentation prior to execution. Furthermore, we restate that if Owners notified the *** that they did not understand the purchase documents and/or any aspect of the purchase, the *** would have halted the sale to address those concerns. To the contrary, Owners affirmatively advised the *** that they understood the terms of their purchase and executed the contract documents. Despite Owners having been given clear disclosure of their rescission rights, they did not exercise the same and instead elected to retain the Ownership.
  
  Cancelation / Refund. Upon receipt of Owners' rebuttal, 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. 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 Owners' claims of misrepresentation, we stand by our initial response and our position remains unchanged.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services