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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  Holiday Inn Club Vacations

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

  
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  Holiday Inn Club Vacations Incorporated

  9026 Tropic Beach Dr Cape Canaveral, FL 32920-2430

  
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  Holiday Hills Resort

  840 Fairview St Branson, MO 65616

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

• Initial Complaint

  Date:07/26/2022

  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.

  On a church trip we were targeted by this scam. We got drug through the long meeting full of lies and now that I've tried so many avenues to try to get help Holiday Inn just keeps shutting me down and I'm so disappointed. Since purchasing the timeshare we can hardly afford the maintenance fees that we were told nothing about during the sales meeting. Oru timeshare is now delinquent on payment because we just cannot make ends meeting so now we can't use it at all and the bills just keep piling up. I need to figure something out about this. We are the victims here and would like to get help on getting out of this. How can we get a refund as well?

  Business Response

  Date: 12/06/2022

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by ************ ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records confirm that while Owner was vacationing within *******, she was offered an incentive in exchange for her attendance at a Company-sponsored timeshare sales presentation. Owner agreed to the terms and conditions therein and accordingly, on June 1, 2019, Owner attended the ********* timeshare presentation. At the conclusion of the same, she purchased an annual standard beneficial interest in the Orange *************** (the "Ownership"). The Ownership entitled Owner to ****** points every year in the ********* points-based exchange program, the Holiday ******** ("Club").
  
  Timeshare Presentation. Owner expresses dissatisfaction with the length of the sales presentation and claims that she was lied to. Please be advised that the ********* sales presentations are approximately ninety (90) minutes in duration for new prospective purchasers. The actual length of the sales presentation depends upon the prospective purchaser's level of interest and the questions asked. At the conclusion of the sales presentation, Owner was asked if she was interested in timeshare ownership with the Company and she responded in the affirmative. Thereafter, inventory was selected, and contract documents were prepared, reviewed, and executed, which accounts for any additional time that Owner may have spent at the sales center. Owner was provided with full, clear, and accurate disclosure of the terms and conditions of her purchase prior to leaving the sales center and we reject Owner's claim that the Ownership is anything other than what was presented to her at the time of purchase.
  
  Maintenance Fees. Owner claims that the maintenance fees associated with the Ownership were not disclosed to her at the time of purchase. This is untrue. All of the financial obligations attendant to the Ownership were fully disclosed to Owner at the time of purchase. In fact, prior to contract documents being generated, Owner was presented with a Purchase Proposal, which set forth the key financial terms of her purchase, including, without limitation, the purchase price, down payment, amount financed, monthly payment, maintenance assessments, term of loan and interest rate. It was only after Owner signed the Purchase Proposal confirming her agreement to these terms that the contract documents were prepared for execution. In addition, exchange fees, reservation fees, Club membership fees and other fees applicable to the usage of the Ownership were fully disclosed in the Sales Pre-Confirmation Checklist executed by Owner at the time of purchase. If Owner determined that the fees or any of the financial obligations attendant to the Ownership were not acceptable to her, she was welcome to decline to execute the contract documents and/or to rescind her purchase within the statutory rescission period, which she did not do.
  
  No Assistance. Owner claims that she contacted the Company with her concerns but that the Company did not provide any support to her requests for assistance. Our records show that ***** previously contacted the Company in October 2020 to request to surrender the Ownership on the basis that she could no longer afford the same. At that time, Owner was advised that she has outstanding mortgage obligations owed to the Company, and as such, the only way to relinquish her Ownership would be through an independent sale to a bona fide third-party and subject to the ********* transfer requirements. Owner was also provided with her outstanding mortgage balance at the time of the phone call. We have no further record of Owner presenting the concerns listed within the complaint and/or requesting cancelation. Notwithstanding the same, our ***************************** attempted to contact Owner on numerous occasions to present Owner with options that might assist her with maintaining her account current. However, our agents have been unable to reach Owner via telephone call since February 2021.
  
  Cancelation / Refund. Upon receipt of the complaint, we have reviewed our files for Owner's account, and we are unable to substantiate Owner's claims of misrepresentation and/or wrongdoing on the part of the Company. Instead, we have found that Owner willfully entered into her agreement with the Company after full disclosure of all applicable terms and conditions, including the fact that she was purchasing a timeshare interest. As such, we find no basis to warrant Owner's request for a refund for the same. Notwithstanding the foregoing, our records reflect that Owner does not have any active ownerships with the Company at this time. Please be advised that Owner failed to make any payments under the Ownership for over nineteen (19) months. Based on the severe delinquency thereunder, the Ownership was foreclosed upon and subsequently canceled within the ********* systems as of August 12, 2022, following due notice and opportunity to cure. As of the date hereof, Owner does not own any timeshare interest with the Company, as the Ownership has been reclaimed through foreclosure action.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  ***************************
  Paralegal, Legal Services
  

• Initial Complaint

  Date:07/25/2022

  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.

  In October, 2021 we were sent a letter from Holiday Inn Club Vacations Inc. for a deed in lieu of foreclosure. I sent them a response immediately as we wanted to end our time share due to many reasons. I have called every 2 - 3 weeks since then and was told originally they never got my response. They resent it, and I returned it immediately. That was in May, 2022. I have since called every 2-3 weeks, and nothing has been processed. I have been given the run-around every time I call, using Covid as an excuse, and now it's just that they have been so busy. When I spoke with them today, they said it would be another 2-3 weeks, and after it goes to deeding, and that will take another 60 days. I'm fed up with this. We were railroaded into buying this property and I feel that they are railroading us in their response to getting this closed. Im reaching out to you for help. I don't believe they deserve an A+ rating, and from the complaints I read, a lot of other people feel the same way. Please investigate their business practices before other people have this same issues.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 8, 2022/08/18) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mrs. ****** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein. Owner currently owns one (1) annual undivided timeshare interest at the Smoky Mountain Resort located in Gatlinburg, Tennessee (the "Active Ownership"). The Active Ownership entitles Owner to 50,000 points per year in the Company's points-based exchange program, the Holiday Inn Club (the "Club").
  
  Owner is requesting assistance regarding the transfer of her Active Ownership back to the Company via a Deed in Lieu of Foreclosure ("DIL"). In October 2021, our records show that the Company's Capital Management Department previously agreed to extend Owner a one-time offer to surrender her Active Ownership pursuant to a DIL. This offer would allow Owner to surrender her Active Ownership back to the Company, without refund, and relieve her of any future financial obligations under the Active Ownership. Please note, however, that the execution of the DIL may have a negative impact on her credit.
  
  Upon receipt of the complaint filed with your office, we thoroughly reviewed our records for Owner's account. We confirm that Owner accepted the DIL offer and returned the executed DIL in June 2022 to effectuate the surrender of the Active Ownership to the Company. The same has since been forwarded to our Title Department. The Title Department will review the executed paperwork, confirm clear title, and submit for recordation in real property records. In connection therewith, we have requested this process be expedited to the extent possible. Once the paperwork has been recorded, Owner will have relinquished her rights to the Active Ownership and will no longer have any future financial obligations in connection therewith.
  
  Notwithstanding the same, please note that satisfying our customer's needs and providing effective and timely assistance in connection with account inquiries is important to our company and we sincerely apologize to Owner for the delay and any inconvenience she may have experienced in this regard. We appreciate Owner's continued patience during this process and a member of our Legal Department will notify her once her Active Ownership has been canceled.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in June I received a phone call from IHG asking for a survey, kindly I set aside few mins to take the survey then I was transferred to one of their sale agents who offered a "vacation package" . After being pressured to get into it I finally agreed to pay $199 thinking I might take a vacation in the near future. After doing more research shortly after closing the deal I found out that this vacation package is actually a timeshare sale attempt which the sale person wasn't very clear about. Finally decided to reserve the dates and called the phone number that I had from the sales person. Spent few hours being in the queue and no answer. Tried different times if the day but still no luck. Called IHG and they also gave me a phone number for the vacation package specials. Same result, I am placed in never ending queues. This company doesn't really offer good contact options for that specific department and makes it very untrustworthy. For all those hours spent trying to contact someone I would like to end any ongoing business with them and would like to receive a refund.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 9, 2022/08/10) */
  Contact Name and Title: Joann A*****
  Contact Email: [email protected]
  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 Mr.************ regarding his concerns and we are happy to report that we have come to a mutually agreeable resolution of the Complaint with him.
  
  Sincerely,
  
  Joann A*****
  Manager-Paralegal
  Holiday Inn Club Vacations Incorporated
  
  
  Consumer Response /* (2000, 11, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 16, 2021 I finished paying off the remaining principal balance for my loan for my timeshare purchase. However, I continue to pay to meet the monthly maintenance payments. On Oct. 19th I called the company to surrender ownership of the timeshare. They made me pay the Nov. and Dec. maintenance fees at that time. I requested a deed release form to be emailed to me but the company refused to do that and said they would mail it to me instead. On Nov. 10th, I called the company because I still had not received the deed release form. Again, I was told they would have to mail it to me. On Dec. 10, two months after I requested it, the deed release form finally arrived via Fedex. On Dec.14, I sent the signed, notarized deed surrender form to the company via fedex as they had required. In Jan., I received notice that the Dec. maintenance payment was past due, even though I had already paid it in October. On Feb 1, I called the company to see why the deed surrender had not been processed. The company told me they had received it on Jan. 8th even though I had sent it via Fedex on Dec 14th. I called the company again in Feb. They now advised me that I would have to continue monthly maintenance payments through all of 2022, even though they acknowledged they received the deed surrender form. When I called on April 12th, the company told me that they would not accept my deed surrender because their records indicated that I was married and my husband had not signed the release form. Actually, I have never been married and I was listed as the sole owner when I first bought the timeshare.
  
  Since Oct 2021, I have followed the company procedures to surrender my timeshare interest. However, it appears that the company will refuse to process my surrender and instead charge me monthly payments for the rest of my life. I need help from the BBB to force the company to honor my lawful surrender of my timeshare interest and reverse the 2022 maintenance fees and late fees.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 12, 2022/11/15) */
  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.
  
  Owner currently owns one (1) annual fixed-week timeshare interest in the Holly Lake Resort located in Holly Lake Ranch, Texas (the "Ownership"), which was purchased directly from the previous developer, Silverleaf Resorts, LLC ("Silverleaf"). In May 2015, Silverleaf was acquired by an affiliate of the Company. Owner has not purchased any timeshare interests directly from the Company.
  
  Owner expresses frustration with her attempts to surrender the Ownership back to the Company. The Company allows owners who have satisfied the mortgage obligations attendant to their purchases and who are current on their maintenance obligations to surrender their timeshare interests back to the Company, without refund, through its Horizons Program. Our records confirm that in July 2021, Owner satisfied the mortgage obligations attendant to the Ownership. Thereafter in October 2021, Owner contacted the Company and inquired about surrendering the Ownership, at which time she was provided information regarding the Company's Horizons Program. Owner was also advised that in order to initiate the surrender process, she would be required to remit payment for the maintenance obligations due for November and December of the 2021 calendar year, and Owner remitted payment at that time. On November 24, 2021, a Warranty Deed was mailed to Owner, which we confirm Owner executed and returned to the Company on January 3, 2022.
  
  It was subsequently determined that the Warranty Deed contained inaccuracies and was not sufficient to effectuate the surrender of title to the Ownership to the Company. Please be advised that the Company previously received a Florida Attorney General complaint from Owner containing identical grievances and the Company responded accordingly advising that a corrected Warranty Deed was mailed to Owner's attention for re-execution on September 16, 2022. At this time, we have no record of receiving the re-executed Warranty Deed from Owner. In the interest of customer service, another Warranty Deed has been mailed to Owner's attention on November 15, 2022, for her review and execution. Upon receipt of the properly executed Warranty Deed and confirmation of clear title, the Company's Title Services Department will record the Warranty Deed in real property records. Once the Warranty Deed has been recorded, Owner will have relinquished her rights to the Ownership and will no longer have any future financial obligations owed to the Company in connection therewith.
  
  We again sincerely apologize to Owner regarding the delay and the inconveniences she may have experienced in this regard. We assure her that she will not be required to remit 2022 maintenance fees in order to surrender the Ownership to the Company, nor will she be required to remit the $1,200 Horizons processing fee. Owner may disregard any invoices she receives for the Ownership between the date hereof and the date of surrender as such invoices are computer-generated. If Owner has any questions in this regard, she may contact the undersigned directly at ********************************
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:07/24/2022

  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 Holiday Inn,
  
  We purchased our timeshare in Silverleaf Resorts in the mid-1990s. In May 2015, Holiday Inn Vacation Resorts purchased all of the Silverleaf Resort properties. We entered into this contract with Silverleaf not knowing that in the end it would cost us a lot of financial hardship, or that it would be sold off to another company.
  
  While vacationing at our home Silverleaf property in June 2017 we were pressured to attend an "owners update meeting" which turned out to be a ploy to convince us to convert our deeded Galveston timeshare into the Holiday Inn Points Program to give us "ultimate flexibility" for when and where to vacation. We finally succumbed to the pressure and signed a contract for 325,000 points to use towards vacations every year.
  
  Due to resort availability, work and family balance, it has been incredibly difficult to plan a vacation with much advance planning. We have forfeited vacation points because of our inability to secure reservations for dates and locations we were seeking. We secured a 7-day vacation at our home resort in June 2019 but had to use all of our 325,000 points. During that vacation we were once again subjected to a high pressure sales pitch and were persuaded to upgrade to the "Premier Platinum" program, which required us to purchase additional points (for a total of 575,000) to obtain top priority booking.
  
  While we understand that there are many timeshare owners who compete for limited inventory, we do not feel that you should oversell points knowing that there is limited availability while also promising your owners the ability to vacation "anytime, anywhere."
  
  This entire program is extremely flawed and overwhelming. We have looked at our cost versus benefit and can no longer justify paying these exorbitant fees for such a small benefit. Please contact us immediately to discuss our options for exiting this contract and voiding any further obligations we may have with your company.
  
  Steven & Rebecca *****

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 12, 2022/09/22) */
  Dear Mrs. Critton:
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in
  connection with the complaint led with your ofce by Mr. and Mrs. ***** ("Owners"). We
  appreciate the opportunity to respond to the concerns set forth therein.
  Upon receipt of the complaint, we reviewed our records for Owners' accounts. Our records Sl'lOW
  that Owners entered into seven (7) separate purchase transactions with Silverleaf Resorts, LLC
  ("Silverleaf"), for a total of eight (8) timeshare interests. 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 while Owners were vacationing at the Seaside
  Resort located in Galveston, Texas, they were invited to attend a Company-sponsored timeshare
  sales presentation on June 16, 2017. At the time of the sales presentation, Owners owned two (2)
  xed-week annual timeshare interests at the Seaside Resort (the "Silverleaf Ownerships"). It
  should be noted that at the time Owners purchased the Silverleaf Ownerships in May 2013, Owners
  initialed Paragraph 5 of the Owner Conrmation Interview acknowledging that their purchases did
  "not represent a nancial burden to myself or my family." Furthennore, at the conclusion of the
  2017 sales presentation, Owners elected to trade-in the Silverleaf Ownerships and apply the
  accrued equity therein towards the purchase of an annual undivided interest at the Scottsdale
  Resort located in Scottsdale, Arizona (the "Upgrade Ownership"). The Upgrade Ownership
  entitled Owners to 350,000 Club points per annum. Thereafter, Owners elected to attend a sales
  presentation on June 18, 2019, at which time they elected to trade-in the Upgrade Ownership and
  applied the accrued equity therein towards the purchase of an annual benecial interest in the
  Orange Lake Land Trust (the "Trust Ownership"), which Owners later agreed to rewrite the term
  of their loan on October 23, 2020. The Trust Ownership entitles Owners to 575,000 Club points

• Initial Complaint

  Date:07/21/2022

  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've tried booking a few times and they never have days available. We have had to make our payments from a credit card to keep on track of payments. Leaving us in debt with our credit cards and causing major stress for both my husband and I. We want to figure out how we can get out of it, but we just don't know what to do. Its been a really stressful time to think about making a payment to something we are not getting anything back in return. All because of lies we were told and believed. What we were told has just not been anything true. Again what do we do to get out of this and receive some sort of money back for all that we've lost? I will be looking forward to hearing from someone soon.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 8, 2022/08/15) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed by Mrs. ****** ("Owner"). We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records reflect that Owner first entered into a transaction with Silverleaf Resorts, LLC ("Silverleaf") on March 7, 2015, wherein she purchased a fixed-week timeshare interest at the Ozark Mountain Resort (the "Resort") located in Kimberling City, Missouri (the "Initial Ownership"). The Initial Ownership guaranteed Owner accommodations in the same unit and week each year during the non-peak season at the Resort. Thereafter, on March 29, 2015, Owner traded-in the Initial Ownership for the purchase of a fixed-week timeshare interest at the Resort (the "Upgrade Ownership"), which purchase provided her with access during the peak season. Please note that Silverleaf was later acquired by an affiliate of the Company in May 2015. Owner has not purchased any timeshare interests directly from the Company following the acquisition. The Upgrade Ownership is the only active ownership Owner has at this time.
  
  Availability. Owner alleges that she has experienced difficulty securing reservations under the Upgrade Ownership. Upon review of Owner's usage history, we find that Owner has completed two (2) Bonus Time reservations and one (1) Silverleaf In-House Exchange reservation. Notwithstanding the same, please be advised that the week purchased by Owner is clearly stated in the contract documents executed at the time of purchase and Owner is entitled to (i) utilize that owned week, (ii) deposit her owned week into Silverleaf's In-House Exchange Program for travel to one of Silverleaf's twelve (12) other resort properties, or (iii) deposit her owned week into the RCI external exchange program for future travel. The terms and conditions of the exchange programs were fully explained in the Silverleaf Exchange Disclosure Statement and the RCI Disclosure Guide, provided to and executed by Owner at the time of her purchase, which terms and conditions further disclose all fees associated with the respective exchange programs. In addition, it was disclosed to Owner that RCI is a separate company that is not owned or controlled by Silverleaf. It was also disclosed to Owner at the time of purchase that all reservations (other than her owned week) are subject to availability and that there are certain times of year where availability is limited (i.e., holidays and school breaks). In addition to being entitled to her owned week and to use of the exchange programs, Owner is also entitled to partake in the Bonus Time Program, which usage is additional to her owned week, is unlimited in nature, and is subject only to availability and the seasonal restrictions attached to her underlying Upgrade Ownership. In addition, in order to further confirm Owner's understanding of her rights and entitlements, she was provided with a Club Access Time Chart at the time of purchase, which in accordance with Silverleaf's approved sales procedures, contained Owner's sales consultant's handwritten notes emphasizing the key terms of her ownership, including, without limitation, the access rights, fees, and availability restrictions applicable to her purchase.
  
  Upon review of the contract documentation executed by Owner at the time of her Upgrade Ownership purchase, we have confirmed that the usage rights and entitlements attributable thereto are fully set forth therein. Owner is welcome to contact the Reservations Department by calling (XXX) XXX-XXXX for assistance with any reservation requests that she may have. She will, however, be denied the ability to book reservations until such time she cures the delinquencies under her account.
  
  Terms. Owner claims that the financial obligations attendant to the Upgrade Ownership has impacted her credit card debt. Please be advised that all financial obligations were clearly disclosed to Owner at the time of sale, and the medium in which Owner elects to remit her financial obligations is up to her own discretion.
  
  Furthermore, Owner also vaguely alleges that she was told "lies" during the sales presentation; however, Owner fails to offer any specifics regarding the same. As such, we cannot comment on the same with greater specificity. However, we dispute Owner's characterization of Silverleaf's sales process. Silverleaf's sales consultants provided prospective purchasers with full and accurate disclosures at the time of the sales presentations, including without limitation, the fact that timeshares are use-based products, the value of which is derived from the use thereof. Thereafter, these disclosures were then supported and memorialized within the purchase documentation provided to prospective purchasers for review. Additionally, as a part of Silverleaf's sales process, Owner was required to meet with a verification officer who assisted her with the execution of the contract documents and confirmed that she had a full understanding of the terms and conditions associated with each purchase. In connection therewith, Owner was afforded as much time as she desired to review in detail all of the documents prior to signing and to ask for clarification regarding anything she did not fully understand. Likewise, if Owner required additional explanation or more time to review the documents, the verification officer would have been happy to provide her with the same. Owner affirmatively advised the verification officer that she understood the terms of each respective purchase. If Owner did not agree to the terms and conditions of her purchase transactions, she had the option of canceling the purchases within the respective rescission periods. The period by which to cancel the contracts were fully disclosed to Owner at the time of each purchase in accordance with applicable law. Owner was also provided with copies of the executed documentation at the time of each purchase which clearly set forth the rescission period as well as the instructions for exercising the same.
  
  Cancelation / Refund. Owner requests cancelation and refund of the Upgrade Ownership on the basis of misrepresentations. We have reviewed our files for Owner's accounts, and we wholly deny any wrongdoing on the part of Silverleaf in connection with the sale of her ownerships. Instead, we have found that Owner willfully entered into her agreements after full disclosure of all applicable terms and conditions. This leads us to conclude that Owner's request for contractual relief and refund for the Upgrade Ownership are not warranted. Furthermore, please note upon further review of Owner's account status, we find that due to Owner's default in payment, Owner's account is currently under review for foreclosure. If Owner would like to avoid foreclosure of the Upgrade Ownership, she will be required to bring her account current and she may do so by contacting our Capital Management Department at (XXX) XXX-XXXX.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services
  
  
  Consumer Response /* (3000, 10, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for reading and responding to my concerns. As time has passed, our maintenance fees have gone up. We were not told about them increasing as they have! I can only imagine how high they will get with more years to come. I worry about our future when we are older and still having to pay this insane amount or more for the rest of our lives and leaving this debt to my children. The money I pay now can be used to book a trip with a guarantee of finding a room and the time I want to take my vacation. They started by giving us a trip to Cancun for attending the meeting and buying . We were told this would be a great investment and something we could give our children. We were there for more than five hours. The were pressuring us to see what a great idea it was to buy. They sent in different people to talk to us while we there. They guaranteed us vacation days when ever we wanted to at any of the resorts but every time we tried booking there was nothing available. Holiday Inn can deny any wrongdoing all they want but the truth is that their sales people tell us things in these presentations that are just not true. It seems as if the company is unaware of what really goes on so hopefully this will help them understand. At this time the only thing I am interested in discussing is how to get out of this. It is not realistic for them to expect anything else from me at this time. Please let me know what I can do to give this timeshare back to Holiday Inn as soon as possible.
  
  
  Business Response /* (4000, 12, 2022/08/29) */
  We have received the rebuttal complaint filed by Mrs. ****** ("Owner").
  
  Maintenance Fees. Owner states in the complaint that the fact that maintenance fees are subject to increase was not disclosed to her at the time she purchased the Upgrade Ownership. This is untrue. The maintenance fee obligation was fully and clearly disclosed in multiple contract documents executed by Owner at the time of purchase. In fact, Owner specifically initialed Section 2 on the Owner Confirmation Interview acknowledging her understand that the maintenance fees attributable to her Upgrade Ownership "are subject to increase from time to time." Furthermore, the governing documents provided to Owner at closing also disclosed the maintenance fee obligation, as well as the fact that it is on-going and that it is subject to increase. The owners' associations strive to keep maintenance fees as low as possible, however, there are factors that are outside of their control that impact these fees, including but not limited to, increases in insurance premiums, increases in costs of labor and materials, and increases in real estate taxes. We will continue to work with the Silverleaf Club to keep maintenance fees as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.
  
  Investment. Owner claims that she was advised at the time of her purchase(s), that her purchase(s) constituted investments. Please be advised that Silverleaf's sales consultants were not financial advisors, and as such, they did not promote timeshare ownership as financial investments. Furthermore, because timeshare interests are used-based products, they were sold as such, and Silverleaf's sales consultants advised prospective purchasers that the value associated with a timeshare purchase is derived from the use of the timeshare itself.
  
  At the time of the Upgrade Ownership purchase, Owner initialed Section 4 of the Owner Confirmation Interview which states that:
  
  "I understand that nothing has been promised to me that has not been put in writing. I understand that salespersons and other representatives of SRI are not authorized to make (and did not make) any oral promises to me. I specifically confirm that no promises were made to me as to buy-back, resale, opportunity for rental income or investment potential."
  
  Owner also initialed Section 7 of the Owner Confirmation Interview acknowledging that:
  
  "I am acquiring the VOI solely for my personal use and enjoyment and not for any other purpose, including any attempt to obtain any rental income, tax advantage, depreciate or investment. I understand that the VOI is a "use based" product and that I will need to use the facilities and programs of SRI and Silverleaf Club in order to obtain enjoyment from them and in order to obtain value from my purchase."
  
  As such, we dispute Owner's claim that her purchase was presented as a financial investment.
  
  ************ Owner claims that she was advised that her ownership could be passed to her children. Because Owner's Upgrade Ownership constitutes a deeded interest in real property, Owner is free to sell, gift, exchange and/or bequeath the property to her offspring, or as she deems fit, subject to any mortgage that she has placed on the property. To the extent her offspring do not want to take ownership of the timeshare interest, they should be able to disclaim the same through the applicable inheritance laws.
  
  Duration. Owner claims that the timeshare presentation(s) lasted hours. Please note that the duration of the Silverleaf sales presentations were approximately ninety (90) minutes, the actual duration of which would depend on a prospective purchaser's level of interest and questions asked. At the conclusion of the sales presentation, the prospective purchaser would be asked whether or not he or she would like to make a purchase. Those wanting to purchase would then select inventory and the contract documentation would be prepared for the prospective purchaser's review and execution. In addition, any incentives offered to prospective purchasers in exchange for his or her attendance at the sales presentation were provided at this time. Each of these factors account for the additional time Owner spent at the sales center.
  
  Pressure. Owner alleges that she was subjected to pressure during Silverleaf's sales presentation(s). Please note that while Silverleaf no longer engages in conducting sales presentations, when it was, Silverleaf'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 Silverleaf were not mandatory and any prospective purchaser who did not wish to attend a sales presentation was free to decline the invitation. Prospective purchasers were offered incentives to compensate them for their attendance at the sales presentation. Furthermore, to the extent Owner did not wish to purchase, she was more than welcome to decline the offer(s) presented to her at the time of each purchase, or alternatively, to exercise her rescission rights within the statutory rescission periods thereto, which she did not do.
  
  Please be further advised that sales presentations offered by the Company are also voluntary. If Owner does not wish to attend additional sales presentations, she need only decline any invitations extended to her. The Company's sales consultants also do not pressure prospective purchasers to make a purchase. In fact, many prospective purchasers who attend the Company's timeshare presentations leave the sales center without making a purchase. Our records confirm that Owner has previously attended a Company-sponsored timeshare presentation on one (1) occasion and at that time, Owner elected to forego the option to purchase.
  
  Availability. Owner reiterates her dissatisfaction with availability. Please be advised that Owner owns a fixed-week ownership which allows her to travel to her owned resort during her owned weeks each year in her owned unit, without competition. To the extent Owner does not wish to utilize her owned week, she has the option to (i) deposit her owned week into Silverleaf's In-House Exchange Program, (ii) deposit her owned week into the RCI external exchange program, or (iii) partake in the Bonus Time Program. Each of these options, however, is subject to availability and as previously advised, it was fully disclosed to Owner at the time of purchase that all reservations (other than her owned week) are subject to availability and that there are certain times of year where availability is limited (i.e., holidays and school breaks).
  
  Cancelation. Upon receipt of Owner's rebuttal, we again conducted a thorough investigation of Owner's accounts and re-verified that her contract documents were duly executed and that she received all requisite disclosures applicable to her purchases, including instructions on how to timely request cancelation of her contract within the rescission period. Since all documentation executed at the time of each sale is in order, signed and acknowledged by all parties to the agreement and because we could not substantiate Owner's claims of misrepresentation, we stand by our initial response and our position remains unchanged.
  
  Furthermore, we reiterate that due to Owner's default in payment, Owner's active account is currently under review for foreclosure. If Owner would like to avoid foreclosure of the Upgrade Ownership, she will be required to bring her account current and she may do so by contacting our Capital Management Department at (XXX) XXX-XXXX.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services
  
  
  Consumer Response /* (4200, 15, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your reply. I'm not sure if Katherine ******** was physically there with me and the sales reps, but I don't remember her being there to tell me about my experiences. I went through this and to be told my claims are untrue is frustrating. I know exactly what was and was not disclosed to me. The increase of maintenance fees would be something I'd remember discussing. I would've never agreed to that! This goes for the discussion about this timeshare being an investment as well. If Holiday Inn's sales reps are not financial advisors and if they're not supposed to be discussing these topics with future owners, then maybe Katherine ******** personally should sit with them to see what is discussed and to correct them. What is expected of these sales reps and what they actually do and say is completely different. Iif Holiday Inn doesn't agree, then the company is being deceived everyday by their own. Thank you for addressing my concerns, but I read nothing other than you all just denying my claims and experiences with no evidence or facts to prove what you're stating. At this time, before I escalate this situation, please Katherine, let me know what needs to be done to get out of this timeshare that I've been misled about since the beginning. I hope that you'll do the right thing and will provide a reasonable solution. I look forward to hearing from you soon. Thanks.
  
  
  Business Response /* (4000, 17, 2022/09/19) */
  We have received the second rebuttal complaint filed by Mrs. ****** ("Owner").
  
  Owner insists that she remains dissatisfied with her purchases and the timeshare sales presentations. She specifically states that the sales consultants failed to disclose the terms of her purchases. Firstly, and as previously stated, Owner purchased her timeshare interests directly from Silverleaf, not the Company. We again dispute Owner's characterization of Silverleaf's sales process, as these claims are inconsistent with Silverleaf's process and contrary to the documentation executed by Owner at the time of each purchase. While we acknowledge that we were not present during the presentations, it is for this reason that we rely on the documents that were reviewed and signed by Owner on each date of sale. The terms of her purchases were fully disclosed, including, without limitation, the terms, conditions, financial obligations, rights, and benefits attendant to each respective purchase. Furthermore, before Owner left Silverleaf's sales center for each respective purchase, she was provided with copies of the executed contract documentation for further review and reference, which documentation clearly sets forth the terms and conditions of each respective purchase as well as Owner's rescission rights and how to exercise the same; however, Owner failed to exercise this right.
  
  In closing, we have reviewed each of Owner's allegations and previously responded with specificity addressing each of the issues raised in her complaints. As no new information has been presented warranting cancelation, we stand by our previous responses and our position remains unchanged.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint concerning the timeshare that I own with Holiday Inn Club Vacations. We first went to Orange Lake Resort in 2009 on our first Disney trip in 10 years; we attended a sales presentation and succumbed to the lure of owning our own time at such a wonderful destination. We purchased a 2-bedroom unit; my last use was in January 2022, which took place after being rescheduled several times due to COVID. I lost money each time I had to cancel and rebook.
  
  I attended the owner update primarily because the check-in agent promised a $120 cash gift and said that there was a new option to pay fees through using points. The sales representative was quite rude to me during his sales pitch. When I told him that I was not going to purchase any more points, he said, "What are you doing here then?" I replied that I was here to earn the $120 that had been promised. He left and came back after 10 minutes with another pitch for the purchase of more points. I repeated that I was not going to make a purchase, and that I needed to leave by 9:00 am when my hour was up. He said, "Oh, no, you are on MY time now, and you knew that when I called you back." I eventually was able to leave, but when I took my form to the checkout desk I found that the "$120 cash" I was promised was actually "property credit" in the form of coupons to be used within Orange Lake. There is a sentence on the appointment form that states this, but as the agent said "$120 cash" aloud to me at check-in, I did not read carefully enough to see this.
  
  To say that I felt taken advantage of and disrespected is putting it mildly. I feel that I can no longer be a part of Holiday Inn Club Vacations and would like my timeshare ownership to be cancelled.
  
  Sincerely,
  
  **************
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 9, 2022/08/22) */
  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 stated therein.
  
  Our records show that Owner entered into her first purchase transaction with the Company on September 13, 2009, wherein she purchased an annual timeshare interest at the Orange Lake Resort located in Kissimmee, Florida (the "Initial Ownership"). The Initial Ownership entitles Owner to 133,000 points per year in the Company's points-based exchange program, the Holiday Inn Club (the "Club"). Thereafter, in January 2020, Owner elected to refinance the terms of the Initial Ownership, retaining the same (the "Refinanced Ownership"), and utilized the equity therein towards the purchase of an annual standard beneficial interest in the Orange Lake Land Trust (the "Additional Ownership"). The Additional Ownership entitled Owner to an additional 30,000 Club points per year. At the conclusion of the January 2020 timeshare presentation, Owner owned the Refinanced Ownership and the Additional Ownership, which collectively entitled her to 163,000 Club points per annum (the "Ownerships"). It should be noted however that Owner elected to exercise her rescission rights to cancel the contracts associated with the Ownerships; therefore, she was reverted back to the terms of the Initial Ownership. Currently the Initial Ownership is the only active ownership Owner owns with the Company at this time.
  
  Reservations. Owner claims that she "lost money" when she had to cancel and rebook her reservations. Pursuant to the Club's terms and conditions, which Owner was provided at the time of sale, booking reservations at the Company's resort locations is subject to a reservation fee. Please be advised that fees pertinent to booking reservations are non-refundable. Therefore, to the extent that Owner canceled her reservations for any reason, those fees would not be refunded to her. However, we do find that on each occasion Owner canceled her reservations, she received back 100% of the Club points she utilized to book her reservations.
  
  Incentive. Owner alleges that the check-in agent promised a $120 cash gift incentive in exchange for her participation in the Company's timeshare presentation in February 2022. Please be advised that we are unable to corroborate Owner's claims as the agent who invited Owner to attend the February 2022 timeshare presentation is no longer employed by the Company. However, we can confirm that when Owner vacationed at the Company's Orange Lake Resort (the "Resort"), she was invited to attend another timeshare presentation in exchange for an incentive. By Owner's own admission, Owner signed a VIP Preview Confirmation Form, which form provides clear disclosure that Owner agreed to receive $120 worth of food vouchers to utilize at the Resort during her stay. To the extent Owner did not agree with the proffered incentive, she had the option to decline the invitation to attend.
  
  Points toward Maintenance Fees. The highest and best use of an owner's Club points is for securing accommodations. However, in recognition that owners may want to use Club points in other ways, we do provide owners with additional options. One such option allows owners to utilize their Club points towards the partial payment of maintenance fees, which was a benefit later added to the Club after Owner's 2009 Initial Ownership purchase. The amount of the maintenance fees that can be paid with Club points depends on the respective owner's membership level and is fully set forth in the Members Guide provided to owners at the time of purchase. However, please note that Owner is at a Traditional membership level; therefore, Owner would be required to increase her membership level to a Preferred Platinum tier through the purchase of an additional ownership(s) in order to receive such benefit.
  
  Sales Consultant. Owner claims that the sales consultant exhibited rude behavior during the course of the February 2022 sales presentation. Owner has not previously contacted the Company in this regard and upon review of our files, we have no record of receiving any complaints from other owners alleging to have had similar experiences with this sales consultant. Notwithstanding the same, we sincerely apologize to Owner to the extent she felt that the sales consultant was discourteous to her during the course of the sales presentation, as we certainly do not condone such behavior. Furthermore, please note that the Company's sales consultants present a number of 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, just as Owner did.
  
  Cancelation. In closing, Owner expresses her dissatisfaction with the Company's customer service and now requests account cancelation. Please note that the Company strives to provide quality customer service to all our owners and guest. To the extent that we did not meet or exceed Owner's expectations we sincerely apologize in that regard. Furthermore, please note that Owner is outside of her rescission period; therefore, making her cancelation request untimely. However, please be advised that the Company 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 via the Company's Horizons Program, once qualified. If Owner wishes to receive additional information regarding the Company's Horizons Program, she may do so by contacting the Horizons Program at (866) 228-8689 and an agent will be happy to assist her with the process and documentation necessary to surrender the Initial Ownership back to the Company, which will release her from all further obligations thereunder without negative impact to her credit.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services
  
  
  Consumer Response /* (2000, 11, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the courtesy with which the company has replied to my issues. As they state, the person who promised me "$120 cash" is no longer working there, and by my own admission I did not read the intake document closely enough after his "cash" assurance. I should indeed have reported the salesperson on the day of my "owner overview." As the appointment was set for 8 am - 9 am, I had made an appointment for a scooter to be delivered to my condo at 9:15 am; this is the reason that I needed to leave at 9 am, as I had assumed that my 8 am - 9 am appointment would be over by 9 am. The salesperson's attitude toward me and his angry condescension when I told him several times that I could not purchase more points was quite a negative experience.
  
  As they state, I did cancel what was a purchase of more points in January 2020 after consultation with my children; I am 77 and still working, and need to look to reduce my expenditures, not add to them. This final trip to Orange Lake, deferred several times d/t COVID, was an indulgence that is no longer possible, financially.
  
  I feel strongly that the company should have more consumer protections in their way of doing business and will discuss this with their representative; I will pursue the option of the Horizons Program. Thank you, ***********

• Initial Complaint

  Date:07/21/2022

  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 sent me paperwork to cancel my membership and get rid of my timeshare. Per their request I signed the documents and sent them back along with my late wife's death certificate. I didn't hear anything from Holiday Inn after that until I called and was told the paperwork wasn't valid because someone had contacted them or assisted somehow in ending my membership. I've never been called a liar by a company in my life! I simply refused to pay their fees because it's a scam. I communicated with a gentleman named Edwin who told me I had two options. I could sell it by myself, or he would foreclose. I made it clear I have no intention of wasting any more money with their company and he was going to foreclose on the membership. I have yet to see anything about foreclosure and a big surprise when I call to speak with Edwin he's not there and doesn't call me back. I want this paperwork honored and won't give Holiday Inn another dime of my money.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (4000, 9, 2022/08/22) */
  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 first entered into a transaction with the Company on July 26, 2010, wherein he purchased an annual timeshare interest at the Orange Lake Resort located in Kissimmee, Florida (the "Initial Ownership"). The Initial Ownership entitled Owner to 127,000 points per year in the Company's points-based exchange program, the Holiday Inn Club (the "Club"). Thereafter, Owner elected to trade-in and apply the accrued equity of the Initial Ownership for the purchase of an annual timeshare interest at the Orange Lake Resort located in Kissimmee, Florida (the "Upgrade Ownership"), which entitles Owner to 166,000 Club points per year.
  
  Owner states in the complaint that he ceased making payments because he claims that his purchase is a "scam." We dispute Owner's assertion in the complaint. At the time of each presentation, Owner was advised that Club points may be used towards (i) reservations at any of Company's twenty-eight (28) resort locations; (ii) reservations at resort accommodations through RCI's external exchange program; (iii) reservations at hotel accommodations at thousands of IHG-branded hotels worldwide through the IHG One Rewards Program; and (iv) airfare, car rentals, cruises, and more through the Company's Club Partners Program. The Company's sales consultants are trained individuals who exercise care in clearly describing, in detail, the benefits, rights, and obligations attendant to each purchase. The contract documentation and the Member Guide provided to Owner on the date of purchase also provide clear disclosure of the same. Upon review of Owner's usage history, we find that he completed two (2) Club reservations and has elected to utilize Club points towards RCI transactions.
  
  Our records show that Owner defaulted on his financial obligations attendant to the Upgrade Ownership. Due to Owner's extended delinquency and prior to our receipt of the complaint, the Company extended a one-time offer to Owner that would allow him to cancel the Upgrade Ownership via Deed in Lieu of Foreclosure ("DIL") based on the severe delinquency thereunder. The DIL necessary to effectuate said termination of the contract to the Upgrade Ownership was mailed to Owner for execution; however, Owner returned the executed DIL untimely rendering him ineligible for the DIL option.
  
  Owner is requesting that the Company provide him with either a DIL option or foreclosure of the Upgrade Ownership. We have reviewed Owner's account and found that he has outstanding financial obligations owed to the Company and his account is ineligible for a DIL option. Our records confirm that a member in the Company's Legal Department spoke to Owner in connection with his account in an effort to further discuss his account status and intent to surrender the Upgrade Ownership. At that time, Owner was advised that he is ineligible for the DIL option. It should also be noted that because Owner has outstanding financial obligations owed to the Company, it renders him ineligible to participate in the Company's Horizons Program. To the extent that Owner does not cure the outstanding balances due on his account, we remind Owner that extended delinquencies may result in foreclosure action, which may negatively impact his credit. If foreclosure proceedings are initiated, Owner will receive proper notices regarding the same.
  
  If Owner is facing a financial hardship and wishes to avoid foreclosure, he may contact the Company's Capital Management Department at (800) 298-3706 to ascertain what payment arrangements may be available to him.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine M*******
  Paralegal, Legal Services

• Initial Complaint

  Date:07/20/2022

  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 am the son of ****** and ***********, account number ********, for unit number ****** in week 30 in ***********. I am settling ****** ****** estate per their revocable trusts, POA previously emailed and on file with *********** and HICV. ****** died Feb 2021. My mother is elderly and has not used the property in several years, does not intend to ever use it again. We have attempted to give the property to family members, but nobody is interested. I have also attempted to market the property with *************** to no avail. I also posted for sale on several Facebook groups where I got some interest, but no takers even at a price practically giving it away. On Sep 21, 2021, I spoke with Wendy in Horizons Department, Document Services and asked to start the process to surrender the property. The mortgage was paid in full and all dues and fees were up to date at that time. Per her request, I again emailed the death certificate and POA to ***********@holidayinnclub.com. On Oct 8, 2021, I spoke with Flo, who confirmed receipt of documents. Flo informed me the Owner Transfer Team would review our request, that the process would take several weeks, and they would email instructions to me. After waiting over a month with no contact, I called back. This time Natee told me there was a new process in place, we had to go through foreclosure rather than surrender the property. I affirmed to her that my mother was not paying another cent to the corporation. As of Mar 10, 2022 my mother received two more billings from HICV. I called the number provided on the first statement Mar 10 and spoke to Rose. She confirmed the foreclosure process. Since then, we received monthly bills, which I responded to with four additional letters. I reiterated we would not pay another penny and asked for guidance if we were not communicating with the correct department. Crickets. I have all deeds, letters and contemporary notes of conversations, but they exceed 5 Mb.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 16, 2022/08/26) */
  Thank you for contacting Holiday Inn Club Vacations Incorporated (the "Company") in connection with the complaint filed with your office by Mr. *******. We appreciate the opportunity to respond to the concerns set forth therein.
  
  Our records show that ****** **** and ****** ****, Mr. *******'s parents, entered into a purchase transaction with the Company on April 23, 2012, for an annual timeshare interest at the *********** Resort located in *********, Florida (the "Ownership"). The Ownership provides an annual allocation of 159,000 points to utilize with in the Company's points-based exchange program, the Holiday Inn Club. In 2021, the Company was notified of Mr. ****'s passing and thereafter received documentation from Mr. ******* reflecting that Mrs. **** appointed him as her Power of Attorney, authorizing him to make decisions regarding the Ownership.
  
  Mr. ******* requests assistance in surrendering the Ownership. Upon review of the account associated with the Ownership, we confirm that the Company requested documentation from Mr. ******* in an effort to assist him with the surrender of the Ownership through the Company's Horizons Program and he later provided with same on or about September 24, 2021. At that time, the account associated with the Ownership met all the then current qualifications to surrender the Ownership back to the Company through the Company's Horizons Program. We acknowledge that after our receipt of the documentation, there were some delays in the review and processing of the documentation as well as the communications with Mr. ******* and during such time, new processes were implemented.
  
  Notwithstanding the same, please note that satisfying our customer's needs and providing effective and timely assistance in connection with account inquiries is important to our company and we sincerely apologize to Mr. ******* for the delay and any inconvenience he may have experienced in this regard. In this instance and in the interest of customer service, the Company's Legal Department will work directly with Mr. ******* in completing the surrender process of the Ownership without requiring further remittance of any outstanding financial obligations attendant to the Ownership or processing fees, and without the necessity for foreclosure of the Ownership. We kindly ask that Mr. ******* email the Company's Legal Department at ***********@holidayinnclub.com so that we may communicate with him directly on next steps. We appreciate Mr. *******'s continued patience during this process and hope to resolve this matter with him as soon as possible.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services
  
  
  Consumer Response /* (3000, 18, 2022/09/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Request an extension of 5 business days to respond. Due to holidays, there has not been time to communicate with the company.
  
  
  Business Response /* (4000, 20, 2022/09/16) */
  We have received the rebuttal complaint submitted by Mr. *******.
  
  We confirm that the Company's Legal Department has made contact with Mr. ******* as of September 6, 2022, and we are now working directly with him to complete the surrender of the Ownership. We look forward to resolving his matter as soon as possible.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services
  
  
  Consumer Response /* (4200, 22, 2022/09/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ms Critton,
  I am very happy that I was in communication with ******************* last month. I join Ms ******** in looking forward to resolving this matter as soon as possible. Once I receive the documents, I'll insure they're signed and returned immediately so they can be filed with the county and this matter closed.
  Thank you
  
  
  Business Response /* (4000, 24, 2022/09/28) */
  We have received the 2nd rebuttal filed by Mr. *******.
  
  We have received confirmation from Mr. ******* that he has received the surrender documentation as of September 22, 2022, for his review and execution. Once the Company receives all of the properly executed documentation requested from Mr. *******, we will proceed with continuing the remainder of the surrender process until completion. Mr. ******* will continue to receive updates from the Company's Legal Department directly until his matter is fully resolved.
  
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  Katherine ********
  Paralegal, Legal Services

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It all started after booking for a hotel reservation with Holiday Inn and then they transferred me to an agent telling me about a discounted 4-day 3-night Holiday Inn hotel package for $199. I was told that I can use this package anytime and in any holiday inn location. I was told that I can get a refund anytime within 2 years. I was told there will be a tour and I was told that it was completely optional to be on that tour. I told the phone agent that I have no interest in the tour, I just wanted the discounted hotel stay. The agent took that as an agreement and charged me $199 for the package.
  
  When I tried to book the hotel 4 months later, it turns out that this is to get me to attend their timeshare sales presentation. Furthermore, I can only make reservations based on where and when they have the timeshare presentation, and if I don't attend their timeshare presentation then I would not get my money back. I feel that I have fallen for their bait and switch scam. I was never told that I have to attend a timeshare sales presentation when the phone agent charged for the 4-day 3-night hotel package. I have absolutely no interest in sitting through a timeshare sales presentation. All I want is to get the hotel package that I was promised (with no timeshare presentation) or get my money back.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 12, 2022/07/27) */
  Contact Name and Title: Joann A*****
  Contact Email: [email protected]
  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 ********** regarding the concerns detailed in the Complaint. 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