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Business Profile

Vacation Timeshare

Holiday Inn Club Vacations Incorporated
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 588 total complaints in the last 3 years.
    • 178 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/30/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have sent multiple letters and have made calls and it seems like at this point, nobody seems to care about our concerns. This is RIDICULOUS and we are extremely disappointed with Holiday Inn and we do not wish this upon anybody. We CAN NOT afford this timeshare any longer and we need help getting out of this immediately! We are tired of getting the run around over and over again. We will not take no for an answer. PLEASE help!

      Business Response

      Date: 12/12/2022

      Business Response /* (1000, 12, 2022/11/11) */
      Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Ms.***** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein. Owner currently owns one (1) biennial timeshare interest at the South Beach Resort located in Myrtle Beach, South Carolina, which she purchased from the Company on March 21, 2017 (the "Ownership"). The Ownership entitles Owner to 53,000 points every even year in the Company's points-based exchange program, the Holiday Inn Club.

      Owner claims that she previously contacted the Company requesting cancelation, but that the Company has not provided any support to her requests for assistance. Please be advised that we have no record of receiving letters from Owner. However, we can confirm that Owner previously contacted the Company's Collections Department via telephone call to inquire about cancelation on December 17, 2019. At the time of her inquiry, Owner was (i) provided the contact information for the Company's Horizons Department to see if she was eligible for contract cancelation, (ii) advised that she could sell the Ownership independently, or (iii) gift the Ownership to friends/family. We confirm that on the same date, Owner did attempt to contact the Horizons Department; however, the telephone call was disconnected, and an agent attempted to contact Owner back. When Owner did not answer, the agent left a voicemail to Owner advising her to return the call so that her inquiry could be addressed. Thereafter, we find that Owner contacted the Company via telephone call with grievances regarding the sales presentation. However, before an agent could address Owner's concerns, Owner advised that she refused to remit additional payments and hung up. We have no further record of Owner contacting the Company for cancelation until such time the Company received Owner's Better Business Bureau complaint.

      Notwithstanding the same, Owner requests contract cancelation on the basis that she can no longer afford the Ownership. Our records reflect that Owner was provided with all applicable disclosures related to her purchase, including without limitation, her use rights, benefits, financial obligations, and right to rescind, which she failed to exercise. Accordingly, Owner is not entitled to cancelation of the purchase. However, in the spirit of good customer service, and due to the delinquency under her account, we are willing to provide Owner with a one-time offer to surrender the Ownership to the Company pursuant to a Deed in Lieu of Foreclosure ("DIL"), without a refund, which will release her from further obligation for the same. Please note that the execution of the DIL may have a negative impact on Owner's credit.

      If Owner wishes to proceed with the execution of the aforementioned DIL, we ask that she contact a member of the Legal Department via email at [email protected]. We encourage Owner to advise us as soon as possible as to whether she would like to proceed in this manner so that we can forward the requisite documents to her attention for her review and signature at the address she has listed in the complaint. If we do not hear from Owner within ten (10) business days, it will be assumed that she has chosen to forego the DIL option and has elected to retain the Ownership.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      Katherine M*******
      Paralegal, Legal Services


      Consumer Response /* (2000, 14, 2022/11/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      On December 17, I did contact Horizon company and the call was disconnected. I contact the company in February of 2020 and paid the company $499 to place the timeshare on their website to sell.
      The timeshare never sold. I do not agree with the statement that I did not write letters regarding the bad practice of their salespeople, because I did.
      We appreciate your help very much! We have accepted the offer from Holiday Inn, and we have emailed the address they provided. What do we do now? Wait for paperwork from Holiday Inn? Thank you very much!

    • Initial Complaint

      Date:09/28/2022

      Type:Product Issues
      Status:
      Answered
      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.
      After completing a phone booking for a Holiday Inn Express & Suites on Sep-27-2022, I was automatically transferred to their promotions team and stayed on the line because I was told that listening to the promotion would give me 500 IHG Rewards points. I was offered a $249 4 day, 3 night promo package said to only be available for Platinum Elite members. During the call, I verified with the Holiday Inn Club Vacations agent that I would be able to cancel and/or make changes later on and was told that yes, I could, and that my $249 was for a refundable deposit.

      After hanging up I got a transaction confirmation email for a $249 payment. I had already decided I would not be using the promo package as my personal schedule wouldn't allow me to take advantage of it within the allotted timeframe, but I also noticed the fine print at the bottom of the email saying that the "material is being used for the purpose of soliciting the sale of timeshare interests." I have absolutely no interest in timeshares. I called the number provided and spoke with Salem to get a refund, but was told that in order to get one, I would have to book and travel anyway because it's done in person. This is not my understanding of what a refundable deposit is.

      She said I could email guestrelations@holidayinnclub and request to change the terms of agreement (the terms weren't even provided in writing until after payment was already processed) and upon sending a message, I got an automatic response that someone would look into it and get back within 7-10 business days, but that's at least 7-10 days I'm out $249.

      I book almost exclusively with IHG for both business and personal travel and am upset that HICV uses such misleading tactics at all, but especially with loyal customers. It makes me hesitant to ever book Holiday Inn again. Since this transaction was completed less than 24 hours ago and I've tried all other provided communication methods, I would like a full refund of $249 as a resolution.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 12, 2022/11/03) */
      Good Morning,

      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 Ms. ***** regarding her concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with her.

      Sincerely,

      Joann A*****
      Manager-Paralegal
      Holiday Inn Club Vacations Incorporated

    • Initial Complaint

      Date:09/27/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 purchased a timeshare in July 2021 with Holiday Inn at Orange Lake and it was literally the day after when we realized how insanely manipulated we were by their sales team. Not only is it impossible to afford this, we were lied to about what we could afford and where it would take us. The Manager said that it is really a good program that u can used it anytime u want for vacation. The points that they sold me I can't even have a full week anywhere. The hotel they say that you can switch is like $300 to $400 per night. There is hardly inventory for most dates. I felt that their sales guys manipulated me into purchasing this timeshare when that know the issues that it brings. They showed me a book of places where I can go but when I tried to book a vacation none of the places were available. We want this canceled. We hope that you can help us with this. We look forward to to hear from you soon. Thank you! Sincerely, ************************

      Business Response

      Date: 12/07/2022

      Business Response /* (1000, 8, 2022/11/01) */
      Please refer to the Company's formal response emailed directly to the Better Business Bureau on November 1, 2022.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      Katherine M*******
      Paralegal, Legal Services


      Consumer Response /* (3000, 11, 2022/11/09) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      We've received a response from Holiday Inn about our ownership. As I do understand that this company has to do their job doesn't make it right how they're doing it. Within this response, it shows that they go by the book on paper but when it comes to their sales tactics it's the total opposite. It's very offensive for this company to dismiss our experience when we know we were being manipulated. They realize their sales tactics are immoral, but they won't accept responsibility for them and will instead continue to toss rocks and cover their hands. Your sales staff intentionally misled both my wife and me into believing that this timeshare would benefit us and allow us to take vacations whenever we choose. This is definitely not how our timeshare experience was. Why would you tell me that I would be able to travel anywhere when I was provided a bare minimum of points to go anywhere? We're both confused on how the points go because during the presentation we thought they were talking about RCI points when they were talking about Holiday Inn points. During the presentation, they were applying pressure to get us to make the purchase instead of helping us understand what we were really purchasing. The places that we were shown were never available and I was told I can go to those places whenever I wanted. We cannot continue to pay and keep this timeshare since it's not benefiting us in any way. We realized that we invested our money in a useless product and we want to be released from this.



      Thank you,



      ******* and ***** ******


      Business Response /* (4000, 13, 2022/12/02) */
      We have received the rebuttal complaint filed by Mr. & Mrs. ****** ("Owners"). We have reviewed each of Owners' allegations and previously responded with specificity addressing each of the issues raised in their complaint.

      Owners restate that they were "misled" by the sales consultant regarding their ability to travel anywhere and that they do not have sufficient Club points to do so. Owners also state that they were confused about the difference between the Club and our affiliate exchange, RCI at the time they purchased the Ownership. On the date of purchase, and as previously stated, Owners were advised that enrollment in the Club program enables owners to utilize their Club points to secure reservations at any of the Company's twenty-eight resort locations. They were also advised that Club points can be utilized to secure reservations at thousands of hotels and resorts worldwide through our affiliations with RCI and IHG. Owners were provided with a Member Guide and a link to the RCI Disclosure Guide which sets forth this information as well.

      Furthermore, on the date of purchase, Owners were shown model units representing the type of inventory the Company has available for owner usage. Thereafter, in order to determine which inventory might be appropriate for Owners' stated travel needs, the sales consultant listened to Owners and asked them questions about their vacation habits. The sales consultant then made inventory recommendations based on Owners' desires. When Owners objected to the offers on the basis of price, the sales consultant presented them with alternate inventory having a lower purchase price, while explaining that with the reduction in price, there was a corresponding reduction in the number of Club points allocated thereto. Owners ultimately purchased a standard timeshare interest in the Orange Lake Land Trust ("Trust") which is not tied to a particular piece of inventory but rather to a fractional interest in the Trust, and which entitles them to 35,000 Club points per annum. Owners may utilize their Club points to book accommodations in any available unit, at any resort, as long as they have the requisite number of Club points, book within their applicable booking window, and subject to the availability of the desired reservation. As previously stated, Owners received full disclosure that all reservations are subject to availability and if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation. It should also be noted that 35,000 Club points is sufficient to book a reservation at any of Company's resort locations depending on the season, unit size, day of the week, and length of stay. Furthermore, timeshares are use-based products, the value of which is derived from their use and our sales consultants present them as such. Notwithstanding the same, if Owners would like to speak with someone regarding their Ownership and how to effectively maximize their Club points, we encourage them to contact a Club Counselor at ************** who will be happy to assist in that regard.

      Owners present a number of claims regarding the Company's sales tactics. Firstly, please note that the Company is committed to reviewing and addressing concerns that are brought to our attention from owners and/or guests. To that end, the Company conducts (i) audits of employees, policies, and procedures, and (ii) conducts extensive training programs to ensure that owners and/or guests are provided with clear disclosure of the Company's products, benefits, programs, and more. The Company's sales consultants are trained individuals who exercise care in clearly describing in detail the terms and conditions of each purchase which is then memorialized within the purchase documentation reviewed and executed by the prospective purchasers. Furthermore, the Company reviews each allegation that is presented to us with an open mind and to the extent we find any wrongdoing on the part of the Company, we work hard to rectify the same. However, in Owners' case, we have determined that all documentation executed at the time of purchase is in order, signed and acknowledged by all parties to the agreement and we did not find any evidence that would substantiate their claims of misrepresentation or wrongdoing. For these reasons, we stand by our initial response and our position remains unchanged.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      Katherine M*******
      Paralegal, Legal Services

    • Initial Complaint

      Date:09/27/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was sold a vacation package on 2/6/2022 ($279) with the promise I would get to stay in a luxury resort in my choice of several lovely cities. We decided to choose Orlando because we haven't been there in several years. My family and I usually travel and stay in a home ******** or we choose to stay in suites. I've stayed in some nice resorts in Orlando (and went to a timeshare presentation once at Wyndham-very nice with a full kitchen and living room), so I was hoping this would be similar and was excited to visit their resort. Well - after several email prompts to use this package before it expired, I tried to make a reservation and first - no one would answer the phones or call us back. So I finally decided to use the online feature. It made me select different options for a stay, but I don't have a lot of time off, so I chose a second option even though it wasn't a great option for me. My understanding was someone from the team would call me. Nope. They just booked the reservation so it lands in the middle of my stay - meaning I am going to have to stay in 3 different places! At least, I thought, we would only have to stay a couple nights on either side in a hotel. But then - I am now looking at my reservation and the HI&Suites says "standard room." So I went to the website to see what it looks like and you guessed it - It's a standard hotel and the rate of the hotel is about $100 per night...MEANING I basically am not getting anything for free. I paid almost full price for my hotel room. They scheduled a tour with us at 10:30 AM - so good luck actually doing anything that day other than the tour. Then - they have us checking out on THANKSGIVING DAY!!! What the heck are we going to do in between having to leave there and checking into another place. I was sold a resort experience and now I am going to be crammed in a hotel - no 3 hotels; homeless on Thanksgiving Day. Even if I was interested in buying their timeshare, I'm in such a bad mood about it, I wouldn't!

      Business Response

      Date: 11/30/2022

      Business Response /* (1000, 12, 2022/11/03) */
      Good Morning,

      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 Ms. Hutcheson regarding her concerns, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with her.

      Sincerely,

      Joann A*****
      Manager-Paralegal
      Holiday Inn Club Vacations Incorporated

    • Initial Complaint

      Date:09/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Recently I inquired about receiving a deed in lieu from Holiday Inn for my timeshare contracts that we are not using due to the deceitful nature of the company and also because of the lies the representatives thought would persuade my decision to spend my money. I was sent a letter denying my request knowing that they CAN provide a deed in lieu (I've done my research). Before I could even respond, I received a deed in lieu for ONE contract (the newest one). Why would they deny me all together then send paperwork for one right after? What about the other two contracts? The one they provided release paperwork for was not paid off. Our remaining contracts are completely paid off and I'm not understanding the process. Wouldn't it make sense to cancel a paid off contract vs. one that is not paid off? Holiday would potentially gain more money that way. They could resale the contracts and keep the profit they made off of my payments, but instead they are playing games with me handling this situation all wrong and backwards in my opinion. Time told me that Holiday Inn cannot be trusted. From the start, I was told this timeshare would be a tax deduction, I could bank all my points every year to save up for a vacation of my choice anytime, the maintenance fees are increasing (which was never disclosed), during COVID travel was halted globally but we still were required to pay the fees, and to top it all off we were basically forced to buy into another contract. The representatives said we were required to upgrade from our paid off contracts or our timeshare membership and benefits would become invalid. Why sell us an invalid membership? I have asked twice to cancel our remaining contracts that are PAID whether it was via deed in lieu or mutual release or whatever has to be done and was told there was no way out. We are through with Holiday Inn. The stress is keeping me up at night. Is there really nothing that can be done? Am I trapped in this fraud scheme for life?

      Business Response

      Date: 01/04/2023

      Business Response /* (1000, 12, 2022/11/01) */
      Dear Mrs. *******:
      Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
      connection with the complaint led by Ms. ******* ("Owner"). We appreciate the opportunity to
      respond to the concerns set forth therein.
      Our records reect that Owner entered into four (4) separate purchase transactions with Silverleaf
      Resorts, LLC ("Silverleaf"), each for a timeshare interest. As your ofce is aware, Silverleaf was
      acquired by an afliate of the Company in May 2015. Following the acquisition, Silverleaf owners
      were invited to attend voluntary timeshare sales presentations sponsored by the Company to
      answer any questions they might have had regarding the Company's acquisition of Silverleaf and
      to inform them of available benets through the Company's points-based exchange program, the
      Holiday Inn Club ("Club"). Our records conrm that Owner attended three (3) Company
      sponsored timeshare presentations from 2016 to 2017 and on each occasion, she declined to
      purchase a timeshare interest directly from the Company. However, in March 2019, Owner was
      invited to attend her fourth timeshare sales presentation while vacationing at the Company's Fox
      River Resort located in Sheridan, Illinois (the "Resort"). At the time of the March 2019
      presentation, Owner owned two (2) annual xed-week timeshare interests purchased from
      Silverleaf, which interests were located at the Resort (the "Silverleaf Ownerships"), entitling her
      to her owned fixed-weeks every year. At the conclusion of the sales presentation, Owner elected
      to purchase a standard benecial interest in the Orange Lake Land Trust (the "New Ownership")
      entitling her to 40,000 Club points per annum. At the same time, Owner also elected to bring the
      Silverleaf Ownerships into the Club, thereby converting those weeks from xed-week ownerships
      into points-based ownerships, affording her a cumulative total of 210,000 Club points per annum
      under those ownerships. It should be noted that the New Ownership was canceled pursuant to a
      Deed in Lieu of Foreclosure in August 2022 and as such, the Silverleaf Ownerships are the only
      active ownerships Owner has with the Company at this time.
      Pressure. Owner alleges that she was "forced" into purchasing the New Ownership. We dispute
      Owner's characterization of the Company's sales presentations. Our sales consultants are


      Consumer Response /* (3000, 15, 2022/11/08) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Hello,

      We do know the deed in lieu we got was for the new ownership and all the ownerships are handled differently. Our other accounts are paid in full and we should be able to simply give them back to your company since we don't own anything on them.
      We are not seeing why your company is making it so hard to allow us to return ownership we have already paid for in full.

      We can not continue these payments! We need the money to support our family.
      This company continues to show how it truly doesn't care about the owner but only the money!

      Do you all not have anything in place for your ownerships in these situations? We have been going back and forth for 2 years which is just crazy when you can just take it back.


      Business Response /* (4000, 17, 2022/11/18) */
      We received the rebuttal complaint from Ms. ******* ("Owner").

      Owner restates her request to surrender the Silverleaf Ownerships. Please be advised that the Company has a Horizons Program which allows owners who no longer wish to retain their timeshare interests the opportunity to relinquish their ownerships by deeding the same back to the Company. In order to be eligible for participation in the Horizons Program, an owner must have satisfied his or her mortgage obligations, have remitted payment in full of all invoiced financial obligations, and abide by any additional terms and conditions of the Horizons Program. Our records reflect that while it is the case that Owner has satisfied her mortgage obligations, she has outstanding financial obligations owed to the Company. As such, Owner is not currently eligible to participate in the Horizons Program.

      In closing, we have reviewed the allegations set forth in Owner's complaints and we previously responded to each with specificity. As no information has been presented warranting account cancelation, we stand by our previous response and affirm that Owner is not entitled or otherwise eligible for cancelation and/or refund and we respectfully decline her request for the same.

      We do understand that financial hardships arise. As such, we encourage Owner to contact our Capital Management Department at (800) 298-3706 to speak with an agent to ascertain what payment arrangement options are available to Owner at this time. Should Owner allow her accounts to remain delinquent, the extended delinquencies may ultimately lead to foreclosure.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      Katherine M*******
      Paralegal, Legal Services


      Consumer Response /* (4200, 20, 2022/11/28) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Hello,

      We can't afford the yearly maintenance dues. Which is also another reason why we have been reaching out to you for help getting out of this and every person we talk to has been very unhelpful, or only cares to help us make a large payment that we can't make!
      What do we have to do to qualify for Horizons beside make the maintenance fee payments?


      Business Response /* (4000, 22, 2022/12/09) */
      We have received the second rebuttal complaint filed by Ms. ******* ("Owner").

      As previously stated, Owner does not currently qualify for participation in the Company's Horizons Program due to the outstanding financial obligations owed to the Company. However, if Owner wishes to obtain additional information regarding the terms and conditions of the Horizons Program, she is welcome to visit the Company's Horizons Program website at https://holidayinnclub.com/horizons.

      Furthermore, to the extent Owner needs assistance with maintaining her account current, we again encourage her to contact our Capital Management Department at (800) 298-3706 to speak with an agent to ascertain what payment arrangement options are available to her at this time.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      Katherine M*******
      Paralegal, Legal Services

    • Initial Complaint

      Date:09/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 have given them ample opportunities to resolve this without having to involve outside parties. This dispute has been active and we have yet to receive any sort of relief options or sympathy for how your company has wronged us. We are fully aware of the rescission period related to our contract; fortunately, that issuance within our contract is not relative to the fact our rights were violated at the point of sale. *We have had trouble getting reservations where we wanted. We've upgraded this timeshare contract twice since purchasing & even then, werent able to get reservations where we asked to. *Once our first contract was paid off, we were able to get the deed and tried to sell it but was unsuccessful. *We were never informed of our cancellation rights during the presentations. We were not told that all sales were final, and we would not be able to cancel.*The sales representative did not mention that with the upgrade the maintenance fees would increase. *We felt pressured into this purchase, they made us believe that because we traveled a lot this timeshare would save us money in the end. *When it came to the closing of the documents there was so much paperwork, we did not have time to read through it all. We were quickly led through in a point and sign manner; they did not explain what we were signing. *The sales representative used aggressive sales tactics making us feel pressured into this purchase. We were told it was a vacation package not a timeshare. We were told we would get all these points and they make it sound so great, but it is very misleading. *We are on social security and a fixed income. We can no longer afford it *We are seeking the release of our timeshare contract due to entering it under false pretense. When we upgraded this because we thought it would help us at the current property, we did not realize we were getting a second property. The maintenance fees are outrageous, and we are unable to travel.Contract ******* & ********

      Business Response

      Date: 12/20/2022

      Dear *******************:
      Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
      connection with the complaint led with your ofce by ********************************************************************* ("Owners"). We appreciate the opportunity to respond to the concerns set forth therein.
      Our records show that on August ll, 2017, Owners attended a Company timeshare sales
      presentation at which time they entered into their rst purchase with the Company. On that date,
      Owners elected to purchase an annual timeshare interest at the Smoky Mountain Resort located in
      **********, ********* (the "Initial Ownership"). The Initial Ownership entitled Owners to
      108,000 points per annum in the Company's points-based exchange program, the Holiday Inn Club
      ("Club"). Thereafter, on October 16, 2017, Owners elected to trade-in the Initial Ownership and
      apply the accmed equity therein towards a purchase of an annual timeshare interest at the Hill
      Country Resort located in ***********, ***** (the "Upgrade Ownership"). The Upgrade
      Ownership entitles Owners to ******* Club points per annum. Later, on May 22, 2019, Owners
      elected to attend another Company timeshare sales presentation and elected to purchase an
      additional annual signature benecial interest in the Orange *************** (the "Additional
      Ownership"). The Additional Ownership entitles Owners to ****** ************** points per
      annum. The Upgrade Ownership and the Additional Ownership (collectively, the "Active
      Ownerships"), entitle Owners to a cumulative total of ******* Club points per annum. Club points
      may be utilized to secure reservations at (i) any of Company's twenty-eight (28) resort locations,
      (ii) resort accommodations through RCI's extemal exchange program, (m) 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 the *********************** program.
      Pressured to Purchase. Owners claim that the sales consultants utilized "aggressive" sales tactics
      and that they were pressured to make their purchases. We dispute this claim and Owners'
      characterization of the Company's sales process as aggressive in nature. The Company's sales



      See Attachment/File: Business Response.pdf

      Customer Answer

      Date: 01/05/2023

      - Forwarded message ---------
      From: ********************* <*********************>
      Date: Fri, Dec 30, 2022 at 11:01 AM
      Subject: Re: BBB Complaint Case# ******** (Ref#***-202789-********-13-1100)
      To: Better Business Bureau <***************************************>


      I am complianing about this company because when we upgraded for the second time we ended up with 2 properties when it was suppose to just be 1 property before we upgraded the second time the maintenance fees at first was a few hundred dollars a year for just the 1 property but with the second property the maintenance fees ballooned to almost $4000 which is more then the property taxes at our main residence plus the $222 for the payment for the property. They sold us on this as a vacation package not time share we were misled on the presentation the first property was affordable but after we ended up with 2 properties we could no longer afford this being retired on a fixed income plus other fees like memberships and some other fees we were not aware of who in their right mind would buy 2 properties on a fixed income could barely afford just 1 this is why we are filing a compliant against this company for being deceptive ***************************

    • Initial Complaint

      Date:09/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Where do we even begin with our frustrations with Holiday Inn Club Vacations?! We sent two certified letters before they finally responded. We purchased a very expensive timeshare based on dishonest sales pitches and the timeshare is essentially unusable for our purposes. Further, due to our retirement situations and now my wife's significant back problems, we can no longer afford the substantially increasing maintenance fees and our travels are restricted. The best course of action at this point is a total termination and refund associated with the timeshare. We want our options on canceling; yet they refuse to give us any options on being released! What kind of company holds clients' hostage who simply want to move on with their lives, even though the loan has been completely paid off and all fees are current? They sold us nothing more than a collection of maintenance fees as we have hardly been able to schedule vacations to our liking based on their offerings or during timeframes desired. It is EXTREMELY expensive for the lack of services and quality that we have ever received. They have not earned all the money we paid them! There is no way that that this company cannot offer options to end our ownership. Holiday Inn will treat you as prisoners from the moment you walk into a presentation! They hold you until you are worn down. People reading this need to know that Holiday Inn will tell you that you always had options to decline anything they offer during those presentations. However, from people who have experienced this, please hear us when we say it is not as easy as just declining anything! They do not listen when you say "NO". We do not accept the response given by Jill K***** in Corporate Sales and Marketing. This business is showing that they truly do not care about their clientele, and we want others to know what type of treatment they can expect even if your account is current. We are not willing to accept anything less than getting out/termination

      Business Response

      Date: 11/15/2022

      Re: ******* ********

      Compl ai nt Case *********

      Dear Mrs. *******:

      Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in

      connection with the complaint led with your ofce by Mrs. ****** ("Owner"). We appreciate

      the opportunity to respond to the concerns set forth therein.

      Our records reect that Owner entered into two (2) purchase transactions with Silverleaf Resorts,

      LLC ("Silverleaf"), each for a timeshare interest owned at one time or another. As your office is

      aware, Silverleaf was acquired by an affiliate of the Company in May 2015. Following the

      acquisition, Silverleaf owners were invited to attend voluntary timeshare sales presentations

      sponsored by the Company to answer any questions they might have had regarding the Company's

      acquisition of Silverleaf and to inform them of available benefits through the Company's points-

      based exchange program, the Holiday Inn Club ("Club"). On April 5, 2019, Owner elected to

      attend a Company-sponsored timeshare sales presentation. At the time of the sales presentation,

      Owner owned one (1) annual fixed-week timeshare interest at the Hill Country Resort located in

      Canyon Lake, Texas (the "Silverleaf Ownership"). At the conclusion of the sales presentation,

      Owner elected to trade-in the Silverleaf Ownership and applied the accrued equity therein towards

      the purchase of an annual standard beneficial interest in the Orange Lake Land Trust (the "Upgrade

      Ownership"). The Upgrade Ownership entitles Owner to 200,000 points per annum in the Club.

      Timeshare Presentation. Owner claims that (i) the Company treats prospective purchasers as

      "prisoners," (ii) she felt could not leave the sales center without making a purchase, and (m) she

      had no intentions of purchasing at the time of the presentation. We dispute Owner's

      characterization of the Company's sales process. Please note that the Company's sales consultants

      are enthusiastic about our resort offerings, but they do not force prospective purchasers into

      making a purchase. They do not lock prospective purchasers in the sales center, nor do they

      otherwise prevent them from leaving the sales center. Owner was welcome to leave the sales center

      without making a purchase, just as many prospective purchasers do each day. Please also note that








      See Attachment/File: ******** ************

      Business Response

      Date: 12/21/2022

      ***InFo Only***
      See Attachment/File* ********* **** **** ************

      Customer Answer

      Date: 01/26/2023



      Complaint: ********



      I am rejecting this response because:

      Holiday Inn letter dated Dec. 20, 2022 stated: “To the
      extent Owner would like to further discuss her account, we encourage her to
      contact the Company’s Legal Department … to ascertain whether the Company may
      be able to offer some alternative relief. We do not guarantee that any such
      relief is available to Owner, but if Owner would like to explore the
      possibility, we encourage her to contact us via telephone call as soon as
      possible.”

      I contacted Holiday Inn Legal Dept multiple times after
      receiving Holiday Inn Dec. 20, 2022 response. 
      I finally received a call back from “Edwin” on Jan. 9, 2023.  He stated he would call me back in 2 days or
      respond through BBB.  I did not hear back
      from Edwin directly. Holiday Inn, Katherine M*******, responded through BBB Jan.
      13, 2023.

      Ms. M******* stated “Pursuant to the same, a member of the
      Legal Department spoke with Owner regarding her available options which
      included selling her Upgrade Ownership independently or gifting the same to
      friends/family, subject to the Company’s transfer requirements. We restate that
      because we are unable to identify any evidence of wrongdoing on the part of the
      Company in connection with the sale of the Upgrade Ownership, we find no basis
      to warrant contract cancelation and refund of monies paid. As such, we
      respectfully decline Owner’s request for the same.”

      In my telephone conversation with Edwin on Jan 9th,
      he did NOT offer any options for relief as stated in Holiday Inn’s December or January
      letters. Edwin asked whether we attempted to sell our timeshare through a third
      party.  I had already stated in my Nov.
      22, 2022 response that I had researched the possibility of selling, but there
      are no buyers/market for timeshares that we could identify! Edwin did not
      mention the gifting option in our telephone conversation; but in any case, I
      would not do that to family or friends or anyone for that matter, i.e., strapping
      them with a never-ending contract.  My
      annual maintenance fees increased from approximately $900 annually when we
      purchased the timeshare in 2015 to $2107 currently, a 234% increase in just 8
      years!!  That’s an average 29.25%
      increase every year. Extrapolating that out to Jan 2025 (10 years), maintenance
      fees will be approximately $2632.50! 

      Although Holiday Inn continues to state, “they have no
      evidence of wrong-doing”, their use of dishonest, high-pressure, and exhausting
      sales tactics to lock you into a never-ending contract with huge maintenance
      fee increases over time is wrong-doing. I request the Company offer alternative
      relief, as stated in their Dec. 20, 2022 letter, in the form of cancellation
      from this fully paid $33,000 contract with a reasonable pro-rated refund.
      Again, due to my health issues, I cannot use this timeshare. Holiday Inn has
      already benefited from the contract monies we have paid along with the annual
      maintenance fees; and therefore, should be able to offer options to cancel this
      contract.  



      Sincerely,



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

    • Initial Complaint

      Date:09/18/2022

      Type:Product Issues
      Status:
      Answered
      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 feel I have been extorted over and over by Holiday Inn. They make promises and then fail to follow through with them. They refuse to follow through on the offer of taking back the 2-bedroom that I have. It was paid for over thirty years ago, and even though I can never use the property when I need it, they refuse to take it back. I have been dealing with this problem for a while now and turn to your organization to help me fix this situation and get this timeshare returned. I do not understand how Holiday Inn is allowed to train their sales team to lie to people to get them to commit, then sell them a product that is worthless and expensive. Also, why do I have to pay for an entire year of Maintenance fees when I have not been able to use the property since 2019? Further, I am now on a fixed income and the sole caretaker for my 100 year-old aunt. I will not be going on any vacations for the foreseeable future. The maintenance fees are now more than 4-star hotel rooms for a week. I need help.

      Business Response

      Date: 11/23/2022

      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.

      Please be advised that the Company acquired Summer *** Resort, now known as the ********* *********** Resort, located in *********, ****** (the "Resort"), from the then-existing developer ***********, LLC in August 2011. Our records show that Owner currently owns one (1) annual float-week timeshare interest at the Resort (the "Active Ownership") that was purchased from the prior developer in June 1995.

      Owner alleges that the sales team lied to her. We dispute Owner's characterization of the Company's sales process for multiple reasons. Firstly, Owner did not purchase the Active Ownership directly from the Company as the Company was not the developer at the time of her purchase. To the extent Owner has any concerns regarding the sales process at the time of purchase of the Active Ownership, she will need to direct those to the prior developer. Secondly, our records do show that Owner entered into a purchase transaction with the Company in 2019. At the time of purchase, Owner met with the sales consultant who clearly and accurately described the Company's points-based exchange program, the Holiday ******** ********* At the conclusion of the presentation, Owner elected to make a purchase for timeshare interest in the Orange *************** ("Trust Ownership") and enrolled the Active Ownership into the Club program, which the Active Ownership entitles Owner to ******* Club points per annum. Please be advised that at the time of sale, Owner received all requisite documentation in connection with her 2019 purchase, including but not limited to, her financial obligations, rights, and benefits. It should be noted, however, that the Trust Ownership has since been canceled via a Deed in Lieu of Foreclosure as of June 10, 2022.

      Owner questions why she is required to remit maintenance assessment payments when she has not utilized the Active Ownership since 2019. Our records confirm that Owner has not utilized the Active Ownership since 2019. Please be advised, however, that the requirement to remit assessments and Club dues is not conditioned upon Owner's use of her timeshare interest. We encourage all our owners to utilize the benefits available to them through their membership in the Club. It should also be noted that the Active Ownership enables Owner to transfer Club points to IHG. The points so transferred can then be utilized to secure reservations at thousands of IHG branded hotels worldwide and do not expire. Notwithstanding Owner's choice to forego use of the Active Ownership, this is not a legal basis for contract cancelation and does not invalidate the financial obligations Owner agreed to on the date of her purchase.

      Owner alleges that the Company "refuses" to take back the Active Ownership and that the Company has not fulfilled its promise in this regard. Our records confirm that ***** has previously contacted the Company inquiring how to surrender the Active Ownership back to the Company. Contrary to Owner's assertions of the Company refusing to assist, Owner has previously been provided with three (3) exit options. Owner was advised that she could (i) gift her Active Ownership to friends or family; (ii) sell her Active Ownership independently to a bona fide third party, subject to the Company's transfer requirements; or (iii) surrender her Active Ownership back to the Company through the Company's Horizons program, subject to the program's requirements thereunder. Our records reflect that while it is the case that Owner has satisfied her mortgage obligations, she is delinquent in the remittance of maintenance and Club dues. As such, Owner is not currently eligible to participate in the Horizons Program. If Owner would like to participate in the Horizons Program, she must first cure her delinquencies, and she may do so by contacting our ***************************** at **************. Thereafter, she may contact the Horizons Program by calling ************** and an agent will be happy to assist Owner with the documentation necessary for her to surrender the Active Ownership back to the Company, which will release her from all further obligations thereunder without negative impact to her credit.

      While we understand Owner's changed circumstances, it is up to her discretion on how she wishes to end her Active Ownership with the Company given the options previously provided. In the interim, Owner is required to maintain her account current. To the extent Owner has additional questions with regard to her surrender options, she may contact the ***************************** at phone number listed herein to receive assistance in that regard.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

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

      Customer Answer

      Date: 12/01/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      As usual, they are completing lying about the ****** I did in fact go to their HORIZONS teams on several occasions. They responded back that they would not accept back the property.

      I am now on a small fixed income and taking care of my 100 year old aunt. I do not have the financial capacity nor the time available to make use of this so-called property that I have learned is not actual real estate. The company's mis-characterization that I "own" anything is false.

      They are correct that I did not originally purchase this "unit" from them, as I have had it for many years. I did not have the issues with the original group that I have had with Holiday Inn Vacation Clubs. I find that they are not an organization with whom I want to do business.

      They bill me annually for a "membership" that I never opened - I refuse to pay for that or for this so-called unit anymore. They have the capacity to take this on a deedback - which one of their representatives told me the company would do, yet this has never been actually offered to me or done.

      I find it reprehensible that the BBB and other organizations allow companies to act in such a deceptive way and continue to scam hard-earned dollars from people. These companies should be required to have a buy-back plan when life changes happen and stop preying upon folks when no longer employed.

      As to trying to get any satisfaction through the *************** I already know where that will lead as I tried that over THREE YEARS AGO with no resolution through this horrible company.

      Customer Answer

      Date: 12/01/2022

      ***Document Attached***
      Additional Comments: When the company released the trust they illegally opened, the sent a notice of cancellation letter that included text that I highlighted in the attached document releasing me from obligations with them or any of their related companies. I believe this is enough for them to take back the 2-bedroom unit and leave me alone. As the letter clearly states, "This cancellation effectively terminates ANY emphasis added contractual obligations you had with Holiday Inn Club Vacations Incorporated, ****** Resort Finance, LLC, ****** ************** LLC, and their affilates."

      I would greatly appreciate if you would assist me in releasing this "unit" back to them so we may part company.

      Many thanks,

      *****
      See Attachment/File: HIVC Notice of Cancellation-******.pdf

      Business Response

      Date: 12/12/2022

      *** BBB INFO ONLY***

      Please be advised that based on the nature of the allegations set forth in the complaint, we have strong suspicions that Owner has enlisted the assistance of a third-party timeshare relief company. Due to the likely exit company involvement and the fact that we were unable to identify any wrongdoing on the part of the Company, we are not inclined to cancel Owner's Active Ownership.

      Business Response

      Date: 12/12/2022

      We have received the rebuttal complaint filed by **************** ("Owner").

      Owner claims that the Active Ownership "is not actual real estate." The Active Ownership is a deeded real property interest and Owner's title to the same is evidenced by a deed recorded in real property records of ***** County, ******. Accordingly, we deny Owner's assertion that she does not "own" anything, as the Active Ownership *** be sold to a bona fide third party and is otherwise alienable.

      Owner restates that she previously contacted the Company's *************************** on a number of occasions, but that the Company refused to take her ownership back. As mentioned previously, and in recognition of changed circumstances, the Company has a Horizons Program which allows owners who no longer wish to retain their timeshare interests the opportunity to relinquish their ownerships by deeding the same back to the Company. However, owners must first meet the qualifications / terms and conditions under said program in order to participate in the same. Our records show that while Owner contacted the *************************** on a number of occasions, the majority of said occasions were pertaining to her request to surrender the Trust Ownership back to the Company through the Horizons Program and to revert her Active Ownership back to its former status before the March 2019 purchase (i.e., from a points-based interest back to a float-week timeshare interest). At the time of each inquiry, Owner was advised that (i) she received full disclosure of all the terms and conditions attendant to her purchase of the Trust Ownership, (ii) her cancelation requests for the Trust Ownership were outside of her statutory rescission period thereto, and (iii) her Trust Ownership did not qualify to participate in the Horizons Program due to the outstanding mortgage obligations she owed to the Company. Furthermore, and contrary to Owner's assertions, Owner was also advised that she received clear disclosure that her Active Ownership was being enrolled into the ************** membership program and that there were additional fees associated with the same through her execution of the Holiday ******** Exchange Program Membership Agreement during the March 2019 presentation. Because Owner failed to timely rescind her purchase, and because she had outstanding obligations owed to the Company, the Company denied her request to cancel the Trust Ownership and revert her Active Ownership back to its former status.

      Later on, the Company offered Owner to surrender the Trust Ownership back to the Company via a Deed in Lieu of Foreclosure and Owner contacted the Company to accept the same in February 2022. At the same time, Owner requested to cancel the Active Ownership via Warranty Deed through the Horizons Program. As previously stated, Owner was provided with three (3) exit options for how to be relieved from her obligations attendant to the Active Ownership, However, Owner has yet to meet the qualification requirements of the Horizons Program and as such, she remains ineligible to surrender the Active Ownership through the same.

      While we understand Owner's changed circumstances, we maintain that Owner agreed to the terms and conditions of her Active Ownership at the time of purchase, including without limitation, the financial obligations associated thereto. As such, Owner is required to maintain her account current until such time she no longer owns the Active Ownership. To the extent that Owner is experiencing financial hardship, we again encourage her to contact the *************************************** at ************** to assist her accordingly with any options that *** be available to her in this regard.

      Notwithstanding the foregoing, please note that Owner is under no obligation to keep the Active Ownership in the Club. The removal would revert Owner back from a points-based ownership to a float-week ownership. Owner would be required to forfeit any and all Club points attributed to said Active Ownership and would no longer be entitled to Club points in connection with the same. The removal will not, however, alleviate Owner's obligation to pay annual maintenance fees for the Active Ownership. To the extent Owner would like additional information on removing the Active Ownership from the Club, Owner *** contact the **************** at *********************************************.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      ********* Mercedes
      Paralegal Legal Services

      Customer Answer

      Date: 12/21/2022

      ***Document Attached***
      Response to Holiday Inn Club Vacations:

      See Attachment/File: December 2022 Response to HICV.docx

      Customer Answer

      Date: 12/21/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      This organization continues to misrepresent the facts. Please see my response, below:

      I read the 12/14/2022 rebuttal to my response, and deny the assertions from representative ******** who has clearly not been given the correct information from her employers regarding this distressing situation. I was NEVER informed of the trust account they opened INSTEAD of moving my 2 bedroom unit to a points system until 3 months AFTER the cancellation period. I was not sent the contracts until June of 2019 when I discovered the fraud. They NEVER converted the 2 bedroom unit to points, instead they opened the fraudulent "trust account." As I have stated many times, I was not aware of what they did until I received the so-called deed well after the cancellation date. I believe this is intentional and meant to purposely trap people in an untenable situation.

      The so-called property may the deeded and titled somehow with the ***************, but is not stand alone real estate such as a home. The outrageous maintenance and "club membership" fees are rolled into the "ownership." I have no actual real estate that I can visit in my timing, and not on Holiday ******** Vacation's whim. In fact, in 2019 and 2020 when I tried to use the property, the dates I needed were not available, nor was the unit that I "own." So much for the promises that I can visit "anytime."

      I am willing to once again, contact the ***************************** at **************, which has not been of any help over the past 3 and 1/2 years. I will report back to the BBB the amount of money HICV wants to further extort from me despite the changed circumstances and lack of income already noted in my complaint. I request that this complaint remain open until this horrible situation is resolved to my satisfaction and relief.

      Ms. ********'s final paragraph of the 12/14/2022 response shows just how uninformed she is about this case. I do not have a points-based ownership in the 2 bedroom unit. The lack of it being placed on the points system was the basis of my initial complaint to the company. I am not now, nor ever have been, entitled to points in connection with this unit. There is nothing to revert back to. Instead of continually lying about this situation, it would be nice if HICV would just do the decent thing and take back the unit. If it is so valuable as true "real estate", I am sure they will be able to make a killing off someone who is able to take on the financial burden instead of inhumanely continuing this distressing situation for me given my changed work circumstances and family obligations to my centenarian aunt.

      Business Response

      Date: 01/11/2023

      We received the second rebuttal complaint filed by **************** ("Owner"). We have reviewed each of Owner's allegations and previously responded with specificity addressing each of the issues raised in her complaints.

      Owner insists that she was (i) unaware that she was purchasing a second contract (i.e., the Trust Ownership), (ii) unaware that she enrolled the Active Ownership into the Club when purchasing the Trust Ownership, and (iii) that she was not sent the contract documents until after her rescission period. We dispute these claims. In connection with the purchase of the Trust Ownership, Owner was required to sign several documents at the time of sale, including without limitation, a Purchase Proposal, Purchase Agreement, Loan Application, Loan Disclosures, Mortgage, and Note. Owner received full disclosure of all the financial obligations attendant to said purchase and we maintain that all purchasers leave our sales centers with copies of all executed purchase documents and disclosures required by applicable laws, and Owner was no exception. Please further note that Owner executed the Receipt of ****** Public Offering Statement and the ***************** Disclosure Statement acknowledging her receipt of required documents. Accordingly, we deny Owner's assertions that she was not given copies of her purchase documents at the time of purchase. Furthermore, while Owner claims that the Active Ownership was never enrolled into the Club program and that she does not receive Club points in connection therewith, our records reflect otherwise. We restate that Owner was also advised and she received clear disclosure that her Active Ownership was being enrolled into the ************** membership program and that there were additional fees associated with the same through her execution of the Holiday ******** Exchange Program Membership Agreement (the "Club Agreement") during the March 2019 presentation. The Club Agreement also clearly reflected that there were two contracts, and Owner identified thereon that she desired to enroll both the Active Ownership and the Trust Ownership into the Club at the time of purchase, which is an election, and we can confirm that Owner has since received her annual point allocation under the Active Ownership. We maintain that Owner is welcome to contact the **************** at ********************************************* in order to receive additional information on removing the Active Ownership from the Club.

      Owner now claims that while the Active Ownership is deeded "it is not stand alone real estate such as a home." This is true. Please be advised that the deed recorded by the Prior Developer for Owner's Active Ownership clearly reflects that Owner purchased a timeshare interest, not a home. It should further be noted that when Owner purchased the Trust Ownership, she was provided with clear disclosure that she was purchasing a timeshare interest which purchase constituted the purchase of real property reflected by a deed and mortgage.

      Owner alleges that she was promised that she could vacation "anytime." Firstly, we restate that Owner did not purchase the Active Ownership directly from the Company; therefore, to the extent that there were any alleged oral representations made to regarding reservation availability, we refer Owner to address those concerns with the Prior Developer. The Company advises all prospective purchasers that all reservations are based on availability and that alternate options may be required in order to confirm a reservation. If Owner attempted to book a reservation and was advised that it was not available, she would have been provided with an alternate reservation option. To the extent Owner elected for forego the alternative option, that was at her discretion. If Owner would like assistance securing reservations, she is welcome to contact a Club Counselor at **************, who will be happy to assist her in that regard. It should be noted, however, that because *****'s account is currently delinquent, her account is subject to use restriction and Owner will be unable to secure reservations until she brings her account current.

      Owner expresses dissatisfaction with the **************************************** Please note that the Company strives to provide owners and customers with meaningful customer service so that their concerns are addressed in a timely and profession manner. We apologize to the extent that this was not Owner's experience. We thank Owner for her feedback, and we will continue to work with our agents in this regard. Notwithstanding the foregoing, while we understand Owner's changed circumstances, we maintain that Owner has received full disclosure of the financial obligations attendant to the Active Ownership and as such, she remains liable for the such obligations until she no longer owns the Active Ownership. We thereby dispute Owner's characterization of the Company's collection efforts as "extortion." Please further note Owner's rebuttal contained a typographical error regarding the phone number for our ****************************** which is **************.

      In closing, the Company has reviewed Owner's allegations and because we are unable to substantiate Owner's claims of misrepresentation or wrongdoing on the part of the Company, we stand by our initial responses and our position remains unchanged.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

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

      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, we have strong suspicions that Owner has enlisted the assistance of a third-party timeshare relief company. Due to the likely exit company involvement and the fact that we were unable to identify any wrongdoing on the part of the Company, we are not inclined to cancel Owner's Active Ownership.

    • Initial Complaint

      Date:09/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a timeshare in 2019. In 2020 my payments were "pushed back" and my loan started over (says the timeshare company). After making every payment for 3 years, my original loan $27000+ is now up to $28000+. I have called the timeshare company over the corse of a year and asked for an itemized transaction list showing all of my payments and how they are applied and all of their charges, fees, penalties etc. Each and every time I call, I am put on hold and given the run around for why they can't and they don't have it. These calls are over an hour every single time. Finally with each call, they promise to send it but they never do. They send an excel spreadsheet of a payment SCHEDULE. Meaning, what I am supposed to pay and then what my balance will be. This company will no give me an explanation of new charges over the phone or in writing.
      I need to know how my balance has only increased over the last three years. I am not able to get this information from the company no matter how many times I call or how many people I am transferred to. Every other creditor I have sends this information to me each month. Holiday Inn Vacation Club sends me a bill each month with the amount due. It does not include what my balance is or any other information at all.
      Please help me sort out this out, they are impossible to deal with.
      I have refused to pay the company any more money until they can tell me what I am being charged for because it feels like a scam. How can I pay for three years and my balance increases? My credit is now being affected.
      Please help me sort out this out, they are impossible to deal with.

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 15, 2022/10/25) */
      Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by Ms. ******** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.

      Our records show that Owner attended the Company's timeshare sales presentation on October 12, 2019, at which time she elected to purchase an annual standard beneficial interest in the Orange Lake Land Trust (the "Ownership"). The Ownership entitles her to 200,000 points per annum in the Company's points-based exchange program, the Holiday Inn Club ("Club").

      Owner expresses concern regarding her financial obligations. Firstly, please note that once Owner advised the sales consultant that she wanted to purchase the Ownership, she was provided with a one (1) page Purchase Proposal setting forth the key terms of her purchase, including without limitation, the purchase price, down payment, amount financed, term of loan, monthly payment, maintenance fees, and interest rate, in order to confirm her understanding of the same. Only after Owner signed the Purchase Proposal were contract documents prepared for her review and execution. Owner executed all purchase documentation to complete her purchase, including without limitation, the Purchase Agreement, Promissory Note, Mortgage, Sales Pre-Confirmation Checklist, and Owner Clarification Form, all of which provide clear disclosure of Owner's financial obligations attendant to her purchase of the Ownership. In addition, the Closing Disclosures executed by Owner at the time she purchased the Ownership clearly disclose the total amount Owner will have paid over the term of her loan after making all payments of principal, interest, mortgage insurance and loan costs, as scheduled. It should be noted, however, Owner stopped remitting her mortgage payments between March 2020 and September 2020. Because of Owner's severe delinquency thereunder, in September 2020, our ****************** Department presented Owner with the option to enter into a payment deferment plan wherein the maturity date of the loan would be extended by the number of payments that are deferred. Owner accepted the offer, remitted the fees required, and her mortgage account was subsequently brought current after the outstanding payments were deferred to the end of her loan.

      Moreover, since the payment deferment was implemented, our records show that Owner has untimely remitted a number of mortgage payments which caused her to incur several late fees and Owner has since stopped remitting mortgage payments after May 2022. Additionally, Owner has outstanding Club obligations owed to the Company. Our records confirm that our ****************** Department has attempted to contact Owner throughout 2022 regarding the delinquencies on her account; however, many of their attempts were either (i) unsuccessful, (ii) Owner hung up, or (iii) Owner would forego the option to remit payment. On September 15, 2022, Owner contacted us via telephone call to request the balance on her account, which she was subsequently provided her payoff balance at that time. After Owner expressed concern regarding the payoff balance amount, she requested documentation to reflect the same. Please note that the payoff balance is inclusive of all outstanding financial obligations (i.e., mortgage, maintenance, and/or Club obligations) as well as any interest that has accrued on the mortgage balance. Therefore, we can confirm that the payoff balance provided at that time exceeded the amount financed on the date of sale (i.e., $27,280.93). After Owner's inquiry, our records confirm that Owner was recently provided with an Amortization Schedule for her mortgage account on September 15, 2022, and September 16, 2022. However, Owner expressed dissatisfaction with the same and requested additional information. Please note the Company strives to provide our owners and customers with meaningful customer service so that their concerns are addressed in a timely and professional manner. We apologize to the extent that this was not Owner's experience. Upon further review of the Amortization Schedules previously provided, we find that the interest accrual was not initially included to reflect Owner's current outstanding mortgage balance. We sincerely apologize in this regard. In the interest of customer service, we will be mailing Owner an updated Amortization Schedule that will include the interest accrual balances as well as a payment history report for her mortgage, maintenance, and Club obligations. Owner should receive the same within ten (10) business days. Thereafter, we encourage Owner to email our Payment Processing team at [email protected] to set up a time to speak directly with a manager regarding the information provided so that we may answer any additional questions.

      Owner further expresses dissatisfaction with the Company's statements and the fact that they do not include her balance each month. We acknowledge that the Company's statements only include the current payment due, past due balance, and amount due. While we understand Owner's dissatisfaction and appreciate her feedback regarding the same, it should be noted that account balances are available to owners through the Company's payment portal website ****************. The website's mortgage account dashboard shows owners their upcoming due date, amount due, payoff amount, and monthly payment amount. To the extent owners require additional information regarding the same, they are encouraged to contact the Company directly.

      With regard to Owner's credit modification request, we find no errors in Owner's reporting; therefore, we find that modification to her credit reporting is not warranted at this time. Additionally, we find no basis to warrant Owner's request for a refund at this time and as such, we respectfully decline her request for the same. Notwithstanding the foregoing, upon further review of our records, we find that Owner recently requested to surrender her Ownership. To the extent Owner does not wish to retain her Ownership, we ask that she contact the Company's Legal Department at [email protected]. However, if Owner wishes to retain the same and should she have any additional concerns with regard to billing, need to request additional payment information and/or need assistance, we encourage her to contact our ****************** Department at (800) 298-3706.

      Sincerely,
      HOLIDAY INN CLUB VACATIONS
      INCORPORATED

      Katherine M*******
      Paralegal, Legal Services

    • Initial Complaint

      Date:09/12/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Holiday Inn Club Vacations added terms for me to attend a presentation as part of a stay in which I was not aware of and billed my credit card in which I did not agree to.

      Business Response

      Date: 12/02/2022

      Business Response /* (1000, 12, 2022/10/24) */
      Contact Name and Title: Joann A*****
      Contact Email: *******@holidayinnclub.com
      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 the concerns outlined in the Complaint, and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with ********.

      Sincerely,

      Joann A*****
      Manager-Paralegal
      Holiday Inn Club Vacations Incorporated


      Consumer Response /* (2000, 14, 2022/11/02) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I received a credit back to my account.

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