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

  
• 

  Holiday Inn Club Vacations Incorporated

  1000 Shorewood Dr Cape Canaveral, FL 32920-2406

  
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  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
• 

  Holiday Inn Club Vacations Incorporated

  9026 Tropic Beach Dr Cape Canaveral, FL 32920-2430

  
• 

  Fox River Resort

  2558 N 3653 Rd Sheridan, IL 60551-9400

  

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:08/12/2022

  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.

  Better Business Bureau,
  
  I am reaching out to submit a complaint to you on behalf of our timeshare ownership contracted to ********** with Holiday Inn. We were sold on promises that just did not play out to be true. One is that we would be able to use all amenities in the ********** community. We were under the impression that we could use any of the resorts, but the process of scheduling that makes it near impossible. We were very unsatisfied with our home resort as well. It was not fitting to the images we were shown when purchasing. Additionally, they told us we could easily sell our timeshare if the need ever arose and they would happily assist us in doing so. We have tried to do this several times to no avail.
  
  Furthermore, I am extremely concerned about the fact that our children will bear the burden of the ever-increasing maintenance fees. They are in no shape to afford them. We are at a stage in our life that the fees are a burden to us with increasing medical expenses and a fixed income. Not only that, but now that we live in an active adult community in Arizona, we are unable to travel that far. We just have no use for it and have tried to bring these facts to the attention of Holiday Inn but they do not seem to care. We would appreciate your help on this matter as we are looking for a response as quickly as possible. Thank you.
  
  
  
  *****************************

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 14, 2022/09/16) */
  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 entered into one (1) purchase transaction with ********** Resorts, LLC ("**********") on May 4, 2000, for an annual fixed-week timeshare interest at the ********** Resort located in ********** Ranch, Texas (the "Ownership"). ********** was later acquired by an affiliated of the Company in 2015. Since then, Owner has not made any direct purchases from the Company. The Ownership is the only active timeshare interest Owner has with the Company at this time.
  
  Benefits. Owner vaguely claims that "promises" were made at the time of purchase with regards to ********** amenities but fails to qualify the same. As such we cannot comment with greater specificity. Nevertheless, we have confirmed that at the time of purchase Owner was provided with clear disclosures regarding the benefits attributable to his purchase. Please be advised that the Ownership purchased by Owner is for a timeshare interest in a Getaway Resort. Therefore, at the time of purchase, Owner was advised that his access was limited to Getaway Resorts.
  
  Owner is currently entitled to (i) travel to his owned resort during his owned week each year (without competition), (ii) use of the Bonus Time Program at all thirteen (13) historic ********** resorts, which program allows Owner to secure last-minute reservations, and (iii) if Owner cannot utilize his owned week, he is welcome to deposit the same into **********'s In-House Exchange Program, which would allow him to exchange his owned week for a different week. Please note the Bonus Time and In-House Exchange Program are subject availability and changes, which was clearly disclosed at the time of purchase.
  
  Home Resort. Owner expresses dissatisfaction regarding his "home resort" (i.e., ********** Resort), claiming that the same does not reflect what was presented to him at the time of purchase. Upon review of Owner's reservation history, we find that Owner has traveled to ********** Resort seven (7) times, which his last stay was in October 2015. We have no record of Owner presenting concerns regarding his home resort at the time of his stays. Notwithstanding the same, we apologize to Owner to the extent that he is dissatisfied with the accommodations or resort stays he has experienced when traveling to the ********** Resort. It is our top priority to assure that our units and facilities are in quality condition for the visit of our guests and owners. If ever there is a unit that is not to the quality standard we strive to provide, once brough to our attention, we endeavor to correct any areas that need improvement right way.
  
  Resale. Owner claims that he was advised that he could sell his timeshare interest and that ********** would assist in that regard. Firstly, please note that the Ownership is a real property interest that may be sold, and Owner was advised of the same at the time of purchase. He was not, however, advised as to the profitability of transferring a timeshare interest on the secondary market as ********** did not promote its products as income generators. The value associated with a timeshare purchase is derived from the use of the timeshare itself. Timeshare interests are use-based products and were sold as such. At the time of purchase, Owner initialed Paragraph 4 of the Owner Confirmation Interview which states that the purchase of the timeshare interest is for personal use and enjoyment "NOT for the purpose of obtaining any rental income, tax advantage, depreciation, or other investment opportunity." Owner also initialed Paragraph 8 of the same which states that "I acknowledge that no representation or guarantee has been made as to buy-back, resale or other investment potential from the Vacation Ownership Interest that I am acquiring. ********** does not provide resale or rental services."
  
  Inheritance. Owner expresses concern for his children inheriting the Ownership and the on-going maintenance obligations thereunder. As stated previously, the timeshare interest constitutes a deeded interest in real property, which Owner is free to sell, gift, exchange and/or bequeath the property to his offspring, as he deems fit, subject to any mortgages he has placed on the property. To the extent Owner's offspring do not want to take ownership of the timeshare interest, they should be able to disclaim the same through the applicable inheritance laws. Furthermore, the governing documents to the Ownership provide that the maintenance fees are an on-going obligation and are subject to increase. If Owner did not agree to the terms of the purchase, he was under no obligation to consummate a purchase.
  
  Cancelation. Owner states that his is unable to afford the financial obligations attendant to the Ownership and that the same is a financial burden. Please be advised at the time of purchase, Owner initialed Paragraph 5 of the Owner Confirmation Interview acknowledging that his purchase "does not represent a financial burden to myself or my family." Notwithstanding the foregoing, Owner requests cancelation of the Ownership. In recognition of financial hardships, the Company allows owners who no longer wish to retain their timeshare interest(s) the opportunity to relinquish their ownership(s) by deeding the same back to the Company via the Horizons Program. In order to be eligible for participation in the Horizons Program, an owner must (i) have satisfied his or her mortgage obligations, and (ii) be current on all other financial obligations. Our records show that Owner has satisfied his mortgage and is current on his financial obligations. Therefore, if Owner wishes to explore exit options through the Horizons Program, he may do so by contacting the Horizons Program at (866) 228-8689 for additional information and an agent will assist him in that regard.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Consumer Response /* (3000, 16, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I feel the need to respond to this complaint because I won't consider this resolved whatsoever until our request has been satisfied and completed, and this timeshare is NO LONGER in our names or our responsibility. It took far too much effort on our part as customers of this company (who are unfortunately bound to these obligations by the contract they pressured us into purchasing) for them to have ignored us or been as dismissive as they were so long. Not to mention, they answered our complaint with quite the lengthy response to cover their tracks about each and every problem we brought up, while taking no legitimate responsibility for the ways they failed us as customers. We will reach out to inquire about this Horizon option they've mentioned (hidden at the very bottom of their response, I might add) but we want it to be notated here that while they ignored us and wasted our time, we continued to be responsible for building fees to pay for the maintenance of their property. The time wasted was our money that was also wasted even further on this company, and we are not happy about it whatsoever. Until we've been relieved of this continuous financial burden, this situation can NOT and should not be considered resolved.
  
  
  Business Response /* (4000, 18, 2022/10/17) */
  We have received the rebuttal complaint filed by Mr. ******* ("Owner"). We have reviewed each of Owner's allegations and previously responded with specificity addressing each of the issues raised in his complaint. Please note, in order to appropriately address Owner's concerns and to give a clear description of the history of events, we provide an explanation of the respective purchase transaction that Owner made with the Company and a description of any associated programs, requirements, etcetera, that Owner expresses concern over.
  
  Owner claims that he was "pressured" into purchasing the Ownership. Please note that while ********** no longer engages in conducting sales presentations, when it was, **********'s sales consultants did not pressure, or otherwise force, prospective purchasers to make a purchase. Additionally, we would like to clarify that the sales presentations offered by ********** were not mandatory and any prospective purchaser who did not wish to attend a sales presentation was free to decline the invitation. Prospective purchasers who accepted the terms and conditions of the marketing promotion were offered incentives to compensate them for their attendance at the sales presentation. Please be further advised that sales presentations offered by the Company are also voluntary. If Owner does not want to attend additional sales presentations, he need only decline any invitations extended to him. Furthermore, to the extent Owner did not wish to purchase the Ownership, he was more than welcome to decline the offer presented to him at the time of sale, or alternatively, to exercise his rescission rights within the statutory rescission period thereto, which he did not do.
  
  Owner expresses dissatisfaction with the Company's customer service and claims that the Company "ignored" or has been "dismissive" towards him. Please note that 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. It should be noted, however, that despite any delay in the Company's response to Owner, Owner remains liable for the maintenance obligations attendant to the Ownership pursuant to the terms and conditions he agreed to on the date of sale. While we apologize for any delays that may have occurred, the same does not absolve Owner of his financial obligations under the Ownership. Upon review of our records, we confirm that the Company received a letter from Owner advising that he was electing to forego payment of his maintenance obligations. In connection therewith, the Company's Capital Management Department attempted to contact Owner on several occasions to discuss his concerns and to offer him options based on his account status. It was not until November 22, 2019, that our agents were able to speak with Owner directly. At that time, Owner was advised of his option to surrender the Ownership through the Company's Horizons Program and the then-current requirements in order to initiate his surrender through the same. Owner, however, did not initiate his surrender through the Horizons Program and instead, elected to continue remitting his maintenance obligations. Based on the foregoing, it was the Company's understanding that Owner elected to retain his Ownership. We have no further record of Owner contacting the Company to request cancelation of the Ownership until our receipt of his Better Business Bureau complaint on August 17, 2022. Since then, the Company has provided our formal response to Owner's concerns and referred him to contact the Company's Horizons Department. Our records confirm that Owner has contacted the Horizons Department on September 27, 2022 and was provided with his options including the current participation requirements of the Horizons Program. Owner, however, has not yet initiated his surrender through the same. To the extent Owner is interested in proceeding with surrender through the Company's Horizons Program, we again refer him to contact our agents at the phone number previously provided. In the meantime, Owner is required to maintain his account current pursuant to the financial obligations he agreed to at the time of sale.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:08/11/2022

  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.

  Holiday Inn is still sending us bills after we signed and returned the paperwork to them to cancel this agreement. What is going on with this company? We are tired of dealing with them and want an explanation from them. We feel no need to call and sit on the phone with them for 40+ minutes for them to lie to us more.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 8, 2022/09/06) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr. and Mrs.****** ("Owners"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records show that Owners 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 2015. Thereafter, Owners attended a Company-sponsored sales presentation on June 17, 2017. At the time of the sales presentation, Owners owned one (1) biennial fixed-week timeshare interest at the Holiday Hills Resort located in Branson, Missouri (the "Silverleaf Ownership"). At the conclusion of the sales presentation, Owners elected to purchase a biennial timeshare interest at the Piney Shores Resort located in Conroe, Texas (the "Additional Ownership"), entitling Owner to 45,000 points every even year in the Company's points-based exchange program, the Holiday Inn Club ("Club"). At that same time, Owners also elected to bring the Silverleaf Ownership into the Club, thereby converting that week from a biennial fixed-week ownership into a points-based biennial ownership, affording them 145,000 Club points every odd year under that ownership.
  
  Owners request assistance with the surrender of their Additional Ownership. Our records show that Owners previously requested to surrender the Silverleaf Ownership and the Additional Ownership through the Company's Horizons Program. The Company's Horizons Program allows owners who no longer wish to retain their timeshare interests, the opportunity to relinquish the ownerships by deeding the same back to the Company. Our records show that Owners were mailed Warranty Deeds for the Silverleaf Ownership and the Additional Ownership and the same was returned to the Company in July 2021. Upon review of Owners' accounts, we find that the Warranty Deed Owners attached to the Better Business Bureau complaint is for the Additional Ownership and the same has already been recorded in public record; therefore, the accounts associated with the Additional Ownership have been canceled within the Company's systems as of January 25, 2022. However, in connection with the Silverleaf Ownership, the executed Warranty Deed contained an error. The Company has since corrected the error and the Warranty Deed for the Silverleaf Ownership has also been recorded in public record. However, upon receipt of Owners' complaint, we acknowledge that the Company inadvertently missed to cancel the accounts associated with the Silverleaf Ownership within our systems after the Warranty Deed was recorded. Because the Silverleaf Ownership has not been canceled in the Company's systems, Owners may have received an automatically generated invoice for their Club dues. We sincerely apologize to Owners for the delay in the cancelation of the Silverleaf Ownership and for any inconvenience and/or confusion Owners may have faced upon receipt of additional statements from the Company.
  
  Notwithstanding the foregoing, the Silverleaf Ownership is now pending cancelation within the Company's systems, which should take 1-2 business days to complete. We further confirm that no negative credit reporting has occurred as a result of the Silverleaf Ownership's active status within the Company's internal systems. Additionally, Owners may disregard any statements they have received as Owners do not owe any additional financial obligations to the Company. We appreciate Owners' continued patience during this process and a member of our Legal Department will notify Owners once their remaining active account has been canceled.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:08/11/2022

  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 really not sure what else needs to be done to get in contact with Holiday Inn about ending our timeshare. We would really like a refund because of the way we've been misled to believe certain things about this company. It seems like as soon as we started using it, the issues started. We are expected to pay our taxes and maintenance fees every year, yet we still have to pay extra to book a vacation. We just don't see or understand the benefit in that. For every single thing we do, it costs. On top of all of that, anytime we try to speak to someone about this matter, it feels as if they lack empathy. We had some financial hardships prior to buying into this timeshare. We felt like Holiday Inn's sales people preyed on us. We are hoping someone at Holiday Inn will make this right and help us out here. We are excited to finally hear from someone.
  
  ********************
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 12, 2022/10/26) */
  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 the Company's timeshare presentation on July 2, 2016, at which time they elected to purchase a biennial timeshare interest located at the *************** Resort in Panama City, Florida (the "Initial Ownership"). The Initial Ownership entitled Owners to 75,000 points every odd year in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Thereafter, on August 18, 2017, Owners elected to trade-in the Initial Ownership and applied the accrued equity therein towards the purchase of an annual timeshare interest at the Williamsburg Resort located in Williamsburg, Virginia (the "Upgrade Ownership"). The Upgrade Ownership entitled Owners to 115,000 Club points every year.
  
  Timeshare Presentation. Owners vaguely claim that they were "misled" and "preyed on" at the time of the sales presentation(s). Owners, however, fail to elaborate on the alleged wrongdoing on the part of the Company. We therefore deny this claim as being untrue and contrary to the Company's sales process. During each timeshare presentation, Owners met with a sales consultant who explained our Club program to them. The sales consultants asked Owners about their vacation habits, needs and goals and described how timeshare ownership might be of interest to them. It should be noted that while our sales consultants are enthusiastic about our resort offerings, they do not force or otherwise "prey" upon 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. At the conclusion of each timeshare presentation, Owners freely advised the sales consultants that they wanted to make a purchase and they executed the purchase documentation in connection therewith. Owners also met with a Quality Assurance Officer ("QAO") at the time of each presentation, who assisted them with ensuring that they executed the purchase documentation correctly and answered any additional questions they may have had related to the same and/or their purchase. Owners were afforded as much time as they needed to ensure that they were making an informed buying decision on each occasion. If Owners had advised the QAO at any time that they did not understand the terms of the purchase or that they were unable to afford the financial obligations associated therewith, the QAO would have halted the sale to address any concerns at issue. Owners, however, left our sales center after having agreed to the terms contained in the purchase documentation, including without limitation, the financial obligations thereto and having acknowledged their understanding of the same. Owners also left the sales center on each occasion with copies of the purchase documents they executed for further review and reference, which also included clear disclosure of their rescission rights and how to exercise the same within the statutory timeframe thereto. Owners, however, did not exercise this right.
  
  Usage. Owners state that they've experienced issues when attempting to utilize the Upgrade Ownership. Under our program, owners may utilize their Club points to secure (i) reservations at any of the Company's twenty-eight (28) resort locations; (ii) reservations at thousands of resorts through the Company's exchange affiliate, RCI; (iii) reservations at thousands of IHG-branded hotels worldwide through the Company's affiliation with IHG; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program. Provided that an owner (i) has the requisite number of Club points for the requested reservation, (ii) their accounts with Company are current, and (iii) they abide by the applicable booking windows, then there is nothing in our system that would prevent an owner from booking their desired reservation. Upon review of Owners' usage history, we find that Owners have (i) deposited 280,000 Club points into IHG, where points so deposited never expire, and (ii) utilized their Club points to complete three (3) reservations. It should be noted, however, that because Owners stopped remitting payment after April 2021, their account was subject to use restriction and therefore, they were unable to secure additional reservations under the Upgrade Ownership.
  
  Financial Obligations. Owners express dissatisfaction with the financial obligations attendant to the Upgrade Ownership. Please note that all financial obligations were clearly and conspicuously disclosed to Owners in the purchase documentation they executed at the time of sale, including without limitation, the Purchase Agreement, Closing Disclosure, Promissory Note, Mortgage, Sales Pre-Confirmation Checklist and Owner Clarification Form. Accordingly, Owners were advised of the fees attributable to the then current Club membership fee, exchange program fees, reservation fee, and maintenance fees, each of which may be subject to change and/or increase. Notwithstanding the same, we sincerely apologize to Owners to the extent they contacted the Company and felt that our agents were insufficiently empathetic to their financial hardship. We thank Owners for their feedback, and we will continue to work with our agents in this regard.
  
  Cancelation / Refund. Owners request cancelation and refund of the Upgrade Ownership on the basis of the Company's wrongdoing. We have reviewed our files for Owners' accounts, and we wholly deny any wrongdoing on the part of the Company in connection with the sale of the ownerships. Instead, we have found that Owners willfully entered into their agreements after full disclosure of all applicable terms and conditions thereto. Notwithstanding the foregoing, our records reflect that Owners do not have any active ownerships with the Company at this time. Please be advised that Owners failed to make any payments under the Upgrade Ownership for over thirteen (13) months. Based on the severe delinquency thereunder, the Upgrade Ownership was foreclosed upon on May 10, 2022, following due notice and opportunity to cure. As of the date hereof, Owners do not own any timeshare interest with the Company, as the Upgrade Ownership has been reclaimed through foreclosure action.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:08/10/2022

  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 Vacation Club Complaint
  Purchased second timeshare in February 2016
  We have spent over $32,500
  Please see the statement attached.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 10, 2022/09/09) */
  Good Afternoon,
  
  Please refer to the attached letter for your formal response to the above referenced case.
  
  Sincerely,
  
  Joann A*****
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated

• Initial Complaint

  Date:08/10/2022

  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 can't use this timeshare so what is the point of having it? The 1 time it was used, my son and daughter in law stayed the 15 - 17 of April 2021.I have been through alot and cannot handle this. I have had cancer, I have also been through a divorce the past year. None of my efforts seem to be working. They told us if this timeshare does not work, they could buy it back. I have contacted the time share on several occasions about buying back but of course they refused. This has been a hassle since it started. We need this to be gone. It is not what I thought and it will get no use. Please end this timeshare Holiday Inn.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 10, 2022/09/09) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with complaint filed by Mr. ****** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Owner entered into his first purchase transaction with the Company on August 6, 2012, at which time he purchased a Latitudes pre-paid vacation package (the "Latitudes Package") through the Company's Marketing Department, which would enable him to experience timeshare ownership on a trial basis. The Latitudes Package entitled Owner to one (1) eight (8) day, seven (7) night stay at his choice of the Company resort locations identified in the agreement executed by Owner at the time he purchase the Latitudes Package. In addition, the terms of the Latitudes Package required Owner to attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Our records reflect that Owner redeemed the Latitudes Package for an August 2014 reservation at the Company's Orange Lake Resort located in Kissimmee, Florida and attended the requisite timeshare sales presentation at that time. At the conclusion of the timeshare sales presentation, Owner elected to purchase an annual timeshare interest at the Orange Lake Resort (the "Ownership"). The Ownership entitles Owner to 127,000 points per annum in the Company's points-based exchange program, the Holiday Inn Club ("Club"). Owner may utilize his Club points to secure (i) reservations at any of Company's twenty-eight (28) resort locations; (ii) reservations at thousands of resorts through the Company's exchange affiliate, RCI; (iii) reservations at thousands of IHG-branded hotels worldwide through the Company's affiliation with IHG; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program.
  
  Usage. Owner asserts that he has hardly utilized the Ownership. Upon review of Owner's usage history, we show that he has (i) completed (1) Club reservation at the Company's Orange Lake Resort, and (ii) transferred 127,000 Club points to the IHG One Rewards Program, where points so transferred never expire. Please note that Owner's choice to forego use of the Ownership is not a legal basis for contract cancelation and/or refund and does not invalidate the financial obligations agreed to by Owner on the date of purchase.
  
  Buy-Back. Owner claims that the Company advised him that it would buy back his Ownership if he determined that he no longer desired to retain the same. We dispute this claim. The Company does not currently, nor has it ever, offered buy-back and/or resale services. It was fully disclosed to Owner in the Purchase Agreement executed by Owner at the time of purchase that the Company would not provide Owner with assistance with such endeavors. Notwithstanding the foregoing, Owner is not prohibited from selling his timeshare interest to a bona fide third party in accordance with the Company's transfer requirements, subject to any mortgages he has placed on the property. It should also be noted that the Company does allow owners who have satisfied their mortgage obligations and who are current on their maintenance obligations, the option of surrendering their timeshare interests back to the Company, without refund, through the Company's Horizons Program. The Ownership does not, however, currently qualify for surrender through the Horizons Program at this time as Owner has not fulfilled the mortgage obligations applicable thereto.
  
  Cancelation. Owner requests to be relieved of the obligations attendant to the Ownership. Please be advised that the applicable rescission period has long expired. 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. We are unable to substantiate Owner's claims of wrongdoing by the Company. Accordingly, we have determined that Owner is not entitled to, or otherwise eligible for, account cancelation and/or refund at this time and we respectfully decline his request for the same.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Consumer Response /* (3000, 17, 2022/09/20) */
  Hi,
  
  Thank you for replying to me. If the timeshare doesn't have a buy program or whatever, then why would your sales reps tell me this? Do you really think I as someone who is not well, would really take the time out of my day to make up lies about this company? I trusted Holiday Inn only for Holiday Inn to blatantly lie and mislead me. I want my money back now and I would like for this company to end this. It is not right and nothing under this contract is valid after what your sales reps told me. I am going to request that you do what is right and tell me what action needs to be done for us to end our relationship. I thank you in advance for thinking and working reasonably with me.
  
  
  Business Response /* (4000, 19, 2022/10/17) */
  We have received the rebuttal complaint filed by Mr. ****** ("Owner").
  
  Owner restates that the sales consultant advised him that the Company would buy back his Ownership. Because the sales consultant is no longer employed by the Company, we are unable to address this claim with the sales consultant directly. Notwithstanding the same, we did review the sales consultant's file and found no record of complaints being raised by any other owners alleging that this sales consultant advised said owners that the Company has a buy back program. Furthermore, we remind Owner that he executed the Purchase Agreement for the Ownership, which clearly states that he would not receive "any assistance from Developer or any of its agents in the rental of accommodations or resale of his Unit Week(s)."
  
  We have reviewed the allegations set forth in Owner's complaint and we previously responded to each with specificity. As no information has been presented warranted account cancelation, we stand by our previous response and affirm that Owner is not entitled to, or otherwise eligible for, cancelation and/or refund at this time and we respectfully decline his request for the same.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services.
  
  
  Consumer Response /* (3000, 26, 2022/10/31) */
  I feel like Holiday Inn's response was not all that they can do. When they hired the sales team to sell their timeshare properties, that team became their responsibility whether they are still a part of that team or not.However, they don't seem to see it this way. Also, I find it hard to believe that no one else had came forward stating that the Sales Team told them that they would buy back the property if unhappy. They repeated this to us numerous times, including while we were in closing as I was questioning whether to sign or not. I do remember that there were 3-4 men in the room. One of them was the person whom identified himself as the Sales Mgr. The man performing the closing was in a wheelchair. We also were not told that this would go to our kids when we died and they would be forced to be responsible for it. Holiday Inn, please take this property back Holiday Inn. Please correct your mistakes and right your wrongs. This is completely unfair to us.
  
  
  
  
  Business Response /* (4000, 28, 2022/11/11) */
  We have received the second rebuttal complaint filed by Mr. ****** ("Owner").
  
  Owner restates that he was advised that the Company would buy-back his Ownership. We maintain that Owner was provided with clear disclosure within the Purchase Agreement that the Company would not assist with rental or resale of the Ownership and we dispute that Owner would have been advised to the contrary. As stated previously, the sales consultant is no longer employed with the Company. Likewise, the sales manager and quality assurance officer (i.e., the "closing" employee) are also no longer employed with the Company; therefore, we are unable to address the buy-back allegation with each party directly. Notwithstanding the same, we have reviewed each of their files and found no record of complaints raised by any other owners alleging that these sales representatives advised said owners that the Company has a buy-back program.
  
  Owner now expresses concern with his children inheriting the Ownership and any debt associated therewith. Please note that the Ownership constitutes a real property interest that can be transferred to Owner's heirs in the same manner that other real property can be transferred. If the underlying mortgage obligations have been satisfied, whomever inherits the Ownership will take title free and clear of any mortgage obligations, however, he or she will remain liable for the assessments, which assessments constitute on-going obligations that run with the land, which on-going obligations are disclosed in the governing documents applicable to the Ownership. To the extent Owner's heirs do not wish to take ownership of the Ownership, they should be able to disclaim the same through applicable inheritance laws.
  
  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 responses and our position remains unchanged. In addition, it is Owner's responsibility to maintain his account in good standing in accordance with the terms of the contract documentation he executed. Owner has outstanding mortgage obligations under the Ownership. Once Owner pays the principal mortgage balance under said ownership in full, he may contact the Company's Horizons Program to ascertain what relief options are available to him, if any; provided that his maintenance assessments and Club dues are also current. To the extent Owner requires assistance with maintaining his account current, we encourage him to contact Capital Management at (800) 298-3706 to ascertain what payment options may be available to him at that time.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:08/10/2022

  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 been a member with Silverleaf for several years, but when they started working with Holiday Inn it has gone downhill. I have not been able to get bonus time with no cost. Everything cost money now! I can't afford to keep paying for something that has really declined in value to me. With my medical bills and moving up in age, I can't afford to travel monetarily or with my health. I can't use it as intended and would like to cancel the account if possible.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 10, 2022/09/15) */
  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.
  
  Upon receipt of the complaint, we have reviewed our records for Owner's accounts. Our records show that Owner entered into four (4) 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. Since the acquisition, Owner has not made any direct purchases from the Company and currently owns one (1) annual fixed-week timeshare interest at The Villages Resort located in Flint, Texas (the "Active Ownership").
  
  Bonus Time. Owner expresses dissatisfaction with the fee increases implemented by the Silverleaf Club to the Bonus Time Program. In January 2019, the Silverleaf ownership base was notified that the Silverleaf Club would be increasing the per diem fees payable in connection with the Bonus Time Program. The fees were increased to $25.00 per night for weeknights (Sunday through Thursday) and $75.00 per night for Friday and Saturday night reservations. These fee increases were implemented after it was determined that the amounts collected under the Bonus Time Program are insufficient to cover the costs of operating the Bonus Time Program. The terms of the Bonus Time Program allow for such increase and Owner acknowledged his understanding of the same when he purchased the Active Ownership and executed the Bonus Time Disclosure Statement. The Bonus Time Disclosure Statement clearly discloses that the (i) "Rules and Regulations governing the Bonus Time Program can be changed and/or terminated at any time," and (ii) "To defray the expenses of the Bonus Time Program, the Silverleaf Club retains the right to increase the weekend charge from time to time and the right to charge for weekday usage and to increase any such weekday charge from time to time." We understand that Owner is dissatisfied with this increase. If Owner does not want to pay the increased fees, Owner is under no obligation to utilize the Bonus Time Program. However, the contract documents executed at the time of purchase fully disclosed that the rules of the Bonus Time Program could be modified, which modification includes the imposition of the per diem fees at issue. As such, if Owner desires to secure a reservation through the Bonus Time Program, Owner will be required to pay the new per diem rates applicable to the Bonus Time Program.
  
  Value. Owner states that he feels the Active Ownership has "declined in value." Please be advised that timeshare interests are used-based products. The value associated with a timeshare purchase is derived from the use of the timeshare itself. In connection with Owner's purchase of the Active Ownership, Owner initialed Section 7 of the Owner Confirmation which states that the purchase of a timeshare is for personal use and enjoyment and "not for any other purpose, including any attempt to obtain any rental income, tax advantage, depreciation or investment. I understand that the VOI Vacation Ownership Interest is a "use based" product and that I will need to use the facilities and programs of SRI Silverleaf and Silverleaf Club in order to obtain enjoyment from them and in order to obtain value from my purchase."
  
  Cancelation. Owner requests cancelation of the Active Ownership due to changed circumstances. While we sympathize with Owner's changed circumstances, Owner's rescission period has long expired and as such, his contract constitutes a binding obligation. It should also be noted that the Company does allow owners who have satisfied their mortgage obligations and who are current on their financial obligations, the option of surrendering their timeshare interest(s) back to the Company, without refund, through the Company's Horizons Program. The Active Ownership does not, however, currently qualify for surrender through the Horizons Program at this time as Owner has not fulfilled the mortgage obligations applicable thereto.
  
  In closing, 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. We are unable to substantiate Owner's claims of wrongdoing by Silverleaf and/or the Company. Accordingly, we have determined that Owner is not entitled to, or otherwise eligible for, contract cancelation at this time and we respectfully decline his request for the same.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services

• Initial Complaint

  Date:08/08/2022

  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.

  Dear BBB,
  We are writing this letter due to the fact that Holiday Inn Timeshares has deceived us into a purchase. We have tried to get out of this timeshare contract but have been denied numerous times. This is very frustrating to say the least and we feel that we are due this right due to the lies that we have been told. They have tried to get us to pay off our mortgage and another $1500 before they will even consider letting us out of the contract. This seems like an illegal tactic that this company is doing and it is not going to work on us. We are asking for any help you can give in regards to this matter.
  Sincerely,
  ***********************
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 12, 2022/09/06) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr. and Mrs. ******* ("Owners").
  Our records show that Owners have entered into two (2) purchase transactions with the Company. Owners currently own (i) one (1) annual timeshare interest in the Orange Lake Land Trust that they purchased from the Company on December 6, 2019 (the "Active Ownership"). The Active Ownership entitles Owners to 150,000 points per year in the Company's points-based exchange program, the Holiday Inn Club (the "Club"). Club points may be utilized to secure reservations at any of the Company's twenty-eight (28) resort locations, and/or hotel accommodations at thousands of IHG-branded hotels worldwide through IHG's One Rewards Program.
  The Complaint claims that Owners were deceived at the time of the December 2019 purchase. We dispute Owners' claims that the Active Ownership is other than what was presented to them at the time of purchase, as the documentation executed by Owners in connection with their purchase clearly and accurately sets forth the terms of the purchase and the rights and obligations attendant thereto. 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, and we dispute Owners' assertion that the benefits under the Active Ownership were misrepresented during the sales presentation. In addition, the Company's sales consultants are thoroughly trained on the Club program and provide prospective purchasers with full and accurate disclosures regarding the same. Our sales consultants advise prospective purchasers of the benefits attendant to their purchases, but they do not force anyone into purchasing our products nor do they "lie" to them or otherwise prevent them from leaving our sales centers without making a purchase. In connection with their purchase of the Active Ownership, Owners executed the Sales Pre-Confirmation Checklist wherein they identified some of their reasons for their purchase as "more points," "more benefits," and "better for family." If they did not desire the timeshare interest, they could have declined to consummate the purchase or they could have exercised their rescission rights within the rescission period. In addition, since their purchase of the Active Ownership, we find that Owners utilized their Club points to secure a 5-day/4-night stay at the Company's*************** Resort in Georgia in December 2020, as well as, deposited 90,000 Club points with IHG in February 2021, where points so-deposited never expire.
  Owners request that the Active Ownership be canceled. They further claim that the Company has previously denied their requests for account cancelation. We have confirmed that the contract documents executed by Owners in connection with their purchase of the Active Ownership were properly executed and acknowledged, that Owners were fully and accurately advised of the terms and conditions of their purchase, and that all requisite disclosures were provided to Owners at the time of purchase. Furthermore, we did not find any evidence that would warrant cancelation of Owners' account. In addition, Owners are well outside of the rescission period for account cancelation. As such, they are not entitled to account cancelation. Please be further advised that on April 25, 2022, Owners sent an email to our Horizons Program Department requesting contract cancelation. In order to be eligible for participation in the Horizons Program, an owner must (i) have satisfied his or her mortgage obligations, (ii) remit payment for all invoiced maintenance obligations, and (iii) remit payment for the processing fee applicable to the Horizons Program. Owners have outstanding mortgage obligations owed to the Company and were advised that the Active Ownership does not qualify for account cancelation.
  We note that Owners have failed to make any payments in over twelve (12) months. As of the date hereof, Owners' Active Ownership is under review for foreclosure based on the severe delinquency thereunder. If Owners would like to avoid foreclosure, they will be required to bring their account current, and they may do so by contacting our Capital Management Department at (800) 298-3706.

• Initial Complaint

  Date:08/07/2022

  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.

  I was making a reservation at a Holiday Inn and was offered to hear about a promotion for a free 3 night stay in a with Holiday Inn Club Vacations. They took a $249 deposit and said I could book anytime in the next year (until July 2023) at the resort in Lake Tahoe. I called a month later to book at the resort in Tahoe and was informed that my promotion included a stay at a holiday inn hotel, not the resort, and no dates could be booked in 2023 at the hotel. Alternatively, I would need to pay an additional $187.63 to book at the resort. I asked for my initial deposit back and to cancel my resort stay and was informed that the initial $249 deposit was non-refundable if I did not make the trip and attend a 2 hour presentation on the resort. Additionally, I was informed that my husband (and therefore also our two kids) must attend the presentation with me or our $249 may not be returned and we would be charged the full rate for the resort location (the cost of which is unknown to me). I am now worried that something as unfortunate as a sick kid or a canceled flight could result in the loss of not only my deposit but additional exorbitant fees. At many times this promotion has felt like a scam that is not what I expected from Holiday Inn.
  
  To resolve this issue, I would like my trip to be canceled and my $386.65 paid to Holiday Inn to date to be returned.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Contact Name and Title: Joann A*****
  Contact Email: **************************
  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 Mrs. **** 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:08/06/2022

  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.

  NOTICE TO AGENT IS NOTICE TO PRINCIPAL NOTICE TO PRINCIPAL IS NOTICE TO AGENT
  
  As a living breathing woman I am aware of my unalienable rights which have been infringed upon.I am stopping all communication through medians other than that through Mail, I am demanding that you stop all collection activities and that includes reporting anything to my consumer report with the consumer reporting agencies, creditor, and debt collectors. In pursuant to 15 USC 1692C(C) Ceasing communication
  
  "If a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt"
  
  I am refusing to pay the alleged debt, and if once again anytime you communicate with me I demand that it must be through mail. I am aware of my open end credit plan as defined in 15 USC 1602,With that being said i am also aware of my credit file and I want to see the transactional history, I want to see my audit trail(File) To verify this alleged debt that you are stating me the living person is obligated to pay i demand my audit trail.
  
  Send everything to the address below , and once again that is the only medium of communication We will continue speaking through.
  **************************************************
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 9, 2022/08/19) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Ms. ********.
  
  Upon conducting our research, we were unable to find an account that matches the combination of name, address, email address, and phone number identified within the "Consumer Info" portion of the complaint. In an effort to confirm that Ms. ******** is an owner with the Company and to address the concerns detailed in the complaint, we request that Ms. ******** provide additional information to the Company, such as, contract number, owner number, and/or any other information that will assist us in locating Ms. ********'s account in our system. We request that Ms. ******** emails the Company's Legal Department at [email protected] with the requested information.
  
  Until such time that we receive information from Ms. ******** confirming her to be an owner with the Company, we are unable to provide a formal response addressing Ms. ********'s concerns. We therefore look forward to hearing from Ms. ******** with the additional information we have requested, and once received, we will provide a follow up response to her concerns via mail.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Consumer Response /* (3000, 15, 2022/08/31) */
  This corporation is allegedly claiming I owe an alleged debt, I have already ceased any further means to collect the debt and now I am demanding debt validation in purusuant to 15 usc 1692g(1) I am requesting (1) and only that one stated in the code.I am well aware of how I am the original creditor, I am demanding the 1099oid as well as the 1099c forms you must have submitted with the IRS if not provided with the debt validation then I will get the IRS involved. I am demanding the file on ledger and off ledger that you have from the beginning of the consumer credit application. I am demanding deletion from my consumer report as well as the documents stated earlier in this text
  
  
  Correction to a credit report
  
  
  Business Response /* (4000, 17, 2022/09/07) */
  We have received the rebuttal complaint filed by Ms. ********.
  
  As previously advised, we were unable to find an account that matches the combination of name, address, email address, and phone number identified within the "Consumer Info" portion of the complaint. In order to ensure Ms. ******** is an owner with the Company and for the Company to provide a formal response addressing her concerns, we require that Ms. ******** provide the previously requested information to the Company's Legal Department, which includes her contract number, owner number, and/or any other information that will assist in locating her account in the Company's systems. At this time, we have no record of Ms. ******** contacting the Company's Legal Department at the email previously provided.
  We again encourage Ms. ******** to provide the Company's Legal Department with the requested information so that we may provide a follow up response to her concerns in writing.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:08/05/2022

  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.

  Quiero informar a BBB, que mi esposa y yo experimentamos durante nuestra visita a Holiday Inn. Fuimos vctimas de una estafa abusiva de tiempo compartido que nos ha dejado con una cantidad irrazonable de deuda. Esperamos que pueda ayudarnos a recuperar nuestro dinero y anular nuestro contrato. Se produjeron mltiples infracciones de marketing y ventas. Se dijeron muchas mentiras para manipularnos para involucrarnos con Holiday Inn y sus tiempos compartidos.Aceptamos una oferta para un viaje con descuento a ********* a cambio de asistir a una presentacin para escuchar informacin sobre los tiempos compartidos con Holiday Inn. Aparte de que el personal acta de manera poco profesional y se burl de m, fue all donde nos pusieron en una posicin en la que fuimos presionados y engaados para comprar un tiempo compartido que requera que firmramos documentos legales de una manera en la que no se nos explic nada ************* y muchos detalles no se comunicaron. Muchas falsedades se nos fue ocultado a propsito. Me negu a comprar su tiempo compartido varias veces, pero siguieron presionndome y usaron a mi familia como una forma de convencerme. nos ofrecieron un trato por $200 y que la oferta incluira lo siguiente:1.Puntos que podamoscombinar para ms vacaciones ms ******* 2.Puntos que se podan cambiar a boletos *******. 3.Puntos que poda intercambiar a IHG siempre sin procupacion alguna. 4.Comprar puntos a bajo costo. 5.Pasarle el tiempo compartido a nuestros hijos sin ningn costo adicional cuando yo y mi esposa *********. 6.Poder hacer reservaciones de ltimo momentodesde $219.00 a $319.00 por semanao usar IHG pangando de $49.00 a $289.00 por 3 das. 7.Podamos vender el tiempo compartido y obtener ganancias de *** venta refinanciarlo y sacarle dinero. ********** que prometieron fue cierto. La primera vez que habl a Holiday Inn vacations para cambiar mis puntos me dijeron que no se poda y que los iba perder, y yo les dije qu

  Business Response

  Date: 08/31/2022

  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 reect that in March 2016, Owner was transferred to the Company's Marketing
  Department by IHG. At this time, Owner was presented with a promotional offer to purchase a
  mini-vacation package for $199. The terms of the promotion provided that Owner would receive
  an incentive if he scheduled and attended a timeshare sales presentation sponsored by the Company
  during the course of his mini vacation. Owner agreed to the terms of the promotion and purchased
  the mini vacation. Thereafter, Owner scheduled his mini-vacation and attended the Company's
  sales presentation on December 31, 2016. At the conclusion of the sales presentation, Owner
  purchased a biennial timeshare interest at the *********** Resort located in *********, ******
  (the "Ownership"). The Ownership entitles Owner to ****** points every even year in the
  Company's points-based exchange program, the Holiday ******** ("Club").
  Timeshare Presentation. Owner claims that the sales consultant exhibited rude behavior during the
  course of the December 2016 timeshare presentation. Upon review of our les, we have no record
  of receiving any complaints from other owners alleging to having had similar experiences with
  this sales consultant. Notwithstanding the same, we sincerely apologize to Owner to the extent he
  felt that the sales consultant was discourteous to him during the course of the sales presentation,
  as we certainly do not condone such behavior.
  Owner further claims that he was "pressured" and "tricked" into purchasing the Ownership. Please
  note that our sales consultants do not force, or otherwise trick, anyone to purchase our product.
  Any prospective purchasers who does not wish to make a purchase may leave the sales center at
  any time without making a purchase. In fact, many prospective purchasers do leave the sales center
  without making a purchase, just as Owner himself has done during two (2) additional Company-
  
  
  
  
  See Attachment/File: Business Response.pdf

  Business Response

  Date: 09/01/2022

  ***Info Only***
  See Attachment/File: RiveraBBB INFO ONLY 8-31-22.pdf

  Customer Answer

  Date: 09/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Adems de ser maltratado por el personal depredador en Holiday ********, fui objeto de mltiples violaciones de ventas y marketing. Muchos de los cuales se mencionan en las reseas dejadas en el sitio web de BBB por otras personas. El personal nos presion y enga absolutamente; mintieron sobre mltiples aspectos de ser propietario de un ****** compartido con ellos. Es un comportamiento consistente. Ya no pago Holiday ****************** por lo que somos un activo muerto en sus libros de contabilidad, nuestra solicitud es justa. Simplemente queremos ser liberados de las obligaciones de nuestro contrato con ellos y que dejen de acosarnos. Violaron la *** de ***** Debt Collection Practices Act" cuando intentaron cobrarme dinero. Ellos PUEDEN liberarme del contrato, pero ELIGEN no hacerlo. No quiero disculpas y escuchar lagunas. Quiero que Holiday ***************** haga lo que es tico y justo. Vuelvo a solicitar formalmente la anulacin del contrato en base a tcticas falsas y depredadoras. Cuanto ms ****** contina esto, ms ***** mi familia. Esta es una carga financiera masiva y una forma cruel de hacer negocios.

  Business Response

  Date: 09/19/2022

  We have received a rebuttal complaint from **************** ("Owner").
  
  We maintain that Owner (i) was not forced to enter into a purchase agreement with the Company, (ii) purchased for the reasons that he stated in the Sales Pre-Confirmation Checklist at the time of his purchase, and (iii) received full disclosure of all terms and conditions attendant to his purchase. Yet Owner insists that he was wronged by the Company for the reasons set forth in his complaint. We deny any wrongdoing on the part of the Company in connection with the sale of the Ownership and deny Owner's assertion that any marketing and/or sales violations occurred at the time of sale. Owner also insists that the Company violated the Fair Debt Collection Practices Act ("FDCPA"). However, the Company does not qualify as a "debt collector" under the ****** which renders Owner's vague insinuation of violation thereto inapt.
  
  Owner asserts that the Ownership is a financial burden and is electing to forego further payment of his financial obligations. In recognition of financial hardship, the Company affords owners who no longer wish to retain their timeshare interest(s) the opportunity to relinquish their ownership(s) by deeding the same back to Company through the Company's Horizons Program. In order to be eligible to participate in the Horizons Program, however, an owner must be current on financial obligations and cannot have outstanding mortgage obligations owed to the Company. Because Owner still has an outstanding mortgage balance and financial obligations, he does not qualify to participate in the Horizons Program. Additionally, our records show that our ***************************** has previously attempted to provide Owner with assistance with bringing his account current; however, Owner declined assistance.
  
  Upon receipt of Owner's rebuttal, we again conducted a thorough investigation of Owner's account and re-verified that his contract documents were duly executed and that he received all requisite disclosures applicable to his purchase, including instructions on how to timely request cancelation of his contract within the rescission period. Since all documentation executed at the time of sale is in order, signed and acknowledged by all parties to the agreement, and because we could not substantiate his claims of misrepresentation, we stand by our initial response and our position remains unchanged.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

  Business Response

  Date: 09/19/2022

  *** BBB INFO ONLY***
  
  Please be advised that we have strong suspicions that Owner is working with a timeshare relief company. Our determination is made on the similarity of correspondence received from Owner to correspondence received from other owners who we have determined are working with a timeshare relief company. Due to the likely exit company involvement, we are not inclined to cancel Owner's Ownership.
  

  Customer Answer

  Date: 10/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Holyday Inn no esta entendiendo el problema que sus empleados han causado. Estamos concientes que compramos el Tiempo Compartido. Pero fue bajo precion.
  Tratamos de irnos varias veces pero ello siguieron insistiendo, y con las identificaciones de nosotros que ellos tenian en otro cuarto supuestamente para los regalos que nunca recibimos.
  Si Holyday Inn *********** la cita que ellos nos dieron era de 8am a 9:30am y yo y mi espoza estubimos hay muchas horas, nos centimos como unos presos. Estubieron negociando con migo y mi espoza
  todo ese tiempo. Intimidandonos alsando la voz para que todos los que estaban cerca de nosotros escucharan la conversacion. Disiendome que yo no queria a mi esposa porque no queria comprar el tiempo compartido miertras llamaba la antencion de otros para hacerme centir inferior y haciendo comentarios como " tu no puesdes comprar y pagar ese poquito de dinero para que tu espoza este feliz? Luego trajieron a dos personas mas creo que uno de ellos era un lider de Holyday Inn. Y ellos tambien me hacian los mismos comentarios
  me dijo que quieres pagar $100.00 para que puedas hacer feliz a tu espoza? Holyday Inn necesita entrenar a sus empleados que no **** tan inprofesionales y deverian de empezar DE CORPORACION hasta abajo con entrenamiento para sus vendedores de como tartar al turista.
  Eso de la 1:30 tratando de acabar con la precion que tenia por parte de ellos les dije que me tenia que ir porque mis hijos me estaban esperando en el cuarto. Y hay fue que medijeron te damos el tiempo compartido aun precio rasonable. Yo les dije si lo compro me regresan mi ID me tengo que ir y ellos muy rapido empesaron hacer el *******. Estube ahi como otra 1hr y media mas me explicaron todo tan rapido y todo era tan confuso pero ellos decian que no me preocupara que con el tiempo *** a entender com funciona, y como ya nosotroa estabamos tan enfadados lo unico que queriamos era salir de hay nos confiamos de ellos.
  Todo lo que me ofrecieron fue falso, perdia mis puntos, tenia que pagar para no perdelos y no podia combinar mis puntos y terminaba perdiendolos y eso nunca fue mencionado en la reunion. Trate de hacer reservaciones como 2 veses mas y no tenia disponible con casi 55 **** de anticipacion.
  Holyday Inn se aprobecho de la cituacion porque yo y mi espoza no teniamos expericia.
  Como hacer un pago si ni vacaciones podemos tener con Holyday ******** Resorts?
  

  Business Response

  Date: 10/20/2022

  We received the second rebuttal complaint from **************** ("Owner").
  
  Owner now insists that he was unable to leave the sales center because the Company held his identification and that the sales presentation lasted hours. Firstly, please note that upon Owner's arrival at the sales center, identification was requested in order to authenticate his identity to attend the sales presentation and his identification was subsequently returned. Secondly, the Company's sales presentations are approximately two (2) hours in duration for new owners, the actual length of the sales presentation depends upon the prospective purchaser's level of interest and the questions asked. Once Owner advised the sales consultant that he wanted to purchase the Ownership, his identification was collected for the purposes of generating the contract documents and his identification was subsequently returned at the time of closing. The contract documents were then reviewed, and executed, which accounts for any additional time Owner may have spent at the sales center. We restate that Owner was under no obligation to attend the sales presentation, nor remain at the same, as all sales presentations are voluntary. In addition, the Company's sales consultants do not intimidate or otherwise pressure anyone to make a purchase. If owner did not believe that 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 collect his identification and leave the sales center at any time without making a purchase, just as many other prospective purchasers do each day. Furthermore, it should be noted that identification may also be utilized to verify a prospective purchaser's identity when they retrieve their incentives from the gifting center, which we can confirm that Owner received his proffered incentives.
  
  Owner states several grievances regarding the sales personnel's comments at the time of the sales presentation. Please note that because the sales consultant is no longer employed by the Company, we are unable to address Owner's allegations regarding the statements made by the sales consultant. Additionally, we are uncertain who Owner is referring to with regard to a "leader of Holiday Inn," as such, we cannot comment on the same with specificity. It should be noted, however, that 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 receive the appropriate disciplinary action, which disciplinary action is documented in their files. We restate that we have no record of receiving any complaints from other owners alleging to having had similar experiences with this sales consultant.
  
  Owner claims that he has encountered issues with availability. Please note that it was fully disclosed to Owner at the time of purchase that all reservations are subject to availability and that if Owner is not able to secure his first vacation choice, an alternate choice may be required to confirm a reservation. It was also fully disclosed to Owner that it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing desired reservations during desired dates, especially peak travel seasons. Our records show that Owner has been able to secure six (6) reservations through the Company, three (3) of which he canceled of his own volition. To the extent Owner is experiencing difficulty securing reservations, we encourage him to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that Owner's account is currently subject to use restriction as a result of the delinquencies thereunder. As such, Owner will be unable to secure reservations under his account until he brings his accounts current.
  
  In closing, we have reviewed each of the concerns set forth in Owner's complaints and have responded with specificity in our previous responses. Because we are unable to substantiate Owner's claims of misrepresentations and/or wrongdoing on the part of the Company, we stand by our previous responses and our position remains unchanged.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

  Business Response

  Date: 10/20/2022

  *** BBB INFO ONLY***
  
  Please be advised that we have strong suspicions that Owner is working with a timeshare relief company. Our determination is made based on the similarity of correspondence received from Owner to correspondence received from other owners who we have determined are working with a timeshare relief company. Due to the likely exit company involvement, we are not inclined to cancel Owner's Ownership.