Complaints

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

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• 

  Marriott Vacations Worldwide

  P O Box 690549 Orlando, FL 32821

• 

  Marriott Vacation Club International

  1127 Connecticut Avenue NW, 7th Floor Washington, DC 20036-4301

• 

  Marriott Vacations Worldwide

  21 S Fort Lauderdale Beach Blvd Fort Lauderdale, FL 33316-1503

• 

  Marriott Vacations Worldwide

  4101 NW 87 Ave. Miami, FL 33178

• 

  Marriott Vacations Worldwide

  4101 NW 87th Ave Doral, FL 33178-2122

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:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Marriott,I am writing to formally request the cancellation of my timeshare agreement. I find myself in a situation where it is no longer financially feasible for me and, more importantly, it has become a source of stress and concern due to the high-pressure sales tactics employed during the purchase process.The decision to purchase the timeshare was made under what I believe were coercive circumstances, including high-pressure sales tactics, misrepresentation of the product,and undue influence. I felt rushed into the agreement without adequate time to review the terms and implications of my purchase. The sales representatives used tactics that made me feel uncomfortable, which ultimately clouded my judgment.Furthermore, my financial situation has changed significantly since I purchased the timeshare. What once seemed like a valuable investment now poses a considerable financial burden for me. The annual maintenance fees and other associated costs have become a considerable strain on my finances, and I can no longer justify the expense.Given these circumstances, I kindly request that you consider my request for timeshare cancellation and refund us all monies owed.Sincerely,*********** and *****************************

  Business Response

  Date: 07/16/2024

  In review of ******************** ownership profile we see that he initially acquired ***** Club Points in March of 2016.  Then, in July of 2019 **************** purchased an additional ***** Club Points, totaling ***** Club Points.  We respectfully disagree with ******************** allegation of being pressured and/or coerced into either purchase.  Marriott ************* sales executives are trained to provide guests with a professional, informative and low-key overview of the vacation ownership program.  In addition, purchasers are provided with a 10-day cooling off period during which time they may cancel for any reason without penalty.  The rescission period is disclosed in bold, conspicuous font just above the signature line of each contract.  

  We are sorry to hear that ******************** personal finances have changed significantly since becoming an owner.  Our organization does not sponsor any type of financial hardship assistance program.  **************** is welcome to sell his Club Points on the open market for a price that he deems fair and reasonable.  The process is similar to selling a home or any other form of deeded real-estate.  

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, We purchased our first timeshare in 2017 at ***********, **************. Attracted by a Marriott ************* banner, we trusted Marriott due to our long-standing membership and frequent use of Marriott rewards.We were impressed by the weekend stay arranged at a different resort. Despite being told the sales presentation would be 90 minutes, it lasted three to four hours without refreshments. Our kids were left alone for this duration. The presentation, conducted by ********************* in a small room, convinced us to buy, given our interest in travel at the time.However, we later felt misled. We were assured of a buyback program if we were dissatisfied. When we tried to sell in 2018 or 2019, ***** informed us we'd only get 25% back, which was not as promised.Our maintenance fees skyrocketed from $1,200 in 2017 to $7,100 in 2022. Additionally, we made a second purchase as we lacked sufficient points to use the first timeshare, highlighting the manipulative nature of the sales process.During a subsequent presentation in *******, we signed a second contract without being informed of the 220% interest rate. This omission alone justifies a full cancellation of the contracts.Post-purchase, we experienced poor customer service, feeling undervalued. We request the cancellation of our timeshares and a full refund.Sincerely,********************* and ******************* Contract numbers: 661256-20 and 505571-11

  Business Response

  Date: 07/16/2024

  Our organization received a similar complaint from ************ in April of 2023.  At that time Customer Advocacy Manager, *************************** reviewed the complaint and determined that no malice or misrepresentation occurred during either of **************** past purchases.  A copy of *************************** response letter is attached.

  Maintenance fees increased from 2017 to 2022 as a result of ************ acquiring an additional ***** Club Points in February of 2020.  Maintenance fees costs were fully disclosed to ************ within the ***************** Checklist that she received at time of purchase.  This document also disclosed the fact that our organization does not guarantee any sort of resale or resignation program. ************ is welcome to list her Club Points for sale on the open market for a price that she deems fair and reasonable.

  During her last purchase ************ elected to apply for financing through our organization.  All of the pertinent details surrounding her loan were clearly outlined within her Closing Disclosure documents.  Closing Disclosure documents reflect the loan amount, term, interest rate, payment and other relevant details of the financing arrangement.  Copies of both the ***************** Checklist and Closing Disclosure documents can be provided to ************ upon request.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21957412
  
  I am rejecting this response because:

  Even though MVC documents may not have contained the option of MVC buying back the units that we purchased on both occasions, this option was absolutely presented to us in the initial presentation. It was even stressed that," that's what makes us different from the others", " you always can get out"! It was even told to us, " if MVC does purchase your units it might be at a reduced purchase price, OR you have the option to market them yourself " , "but only MVC could distribute the reward and vacation club points, so it would be better to sell back to MVC".  this was explained to us during the initial sales pitch.

  Secondly, after trying but being unable to book several vacation destinations, we were contacted to "bring a friend" weekend ( which we did, and thank goodness my friends could not buy into this ) and were given the opportunity for another "free" stay if we would listen to another sales presentation. We did, and at that sales presentation we were told the reason we were unable "book" was that we needed to buy into another level! So, trusting Marriott, we did just to find out we had been lied to twice! 
  Sincerely,
  
  ********************* And *******************

  Business Response

  Date: 07/19/2024

  Despite prior review and response, it is regrettable that the owners dissatisfaction continues. 

  As previously shared, there was appropriate disclosure and acknowledgement that Marriott ************* currently intends to provide a resignation/resale program for ************* Point owners who wish to exit the program in the future.  The resignation/resale program is not guaranteed to occur and may be turned on and off according to business conditions at Marriott *************s sole discretion.  I always have the right to sell my interest on the open market or through a third-party resale company.
  

  Additionally, it was disclosed during both owner purchases is that the ability to confirm a specific reservation request is dependent upon the timeshare interests and use periods available or as provided by the provider of accommodations or services. Therefore, Marriott ************* Destinations Exchange program cannot guarantee specific resort choices, dates of travel, or types or sizes of accommodations.  The earlier a reservation is requested, the better the possibility that a specific request may be confirmed.
  

  While we are sorry for their expressed dissatisfaction, we maintain our position and respectfully decline the request for cancellation.

• Initial Complaint

  Date:07/01/2024

  Type:Order Issues
  Status:

  UnpursuableMore 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 in need of my timeshare contract as I was not provided a copy.

• Initial Complaint

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I embarked on our timeshare journey in 2003 when we purchased our first property at the ******************** in ***************************. Over the years, we attended numerous presentations. However, our most recent experience, in August 2023 at Marriott Shadow Ridge with representative *******************, has left us deeply disillusioned with the timeshare industry. During the presentation, ****, who introduced himself as a veteran and real estate agent, who presented an enticing proposition: merging our existing Westin timeshare with Marriott to alleviate maintenance fees and provide enhanced vacation flexibility. In a 3-hour discussion, **** assured us that with the merger, our Westin maintenance fees would cease, replaced by lower Marriott fees. Encouraged by this promising outlook, we proceeded to sign under ****'s guidance. Yet, our optimism quickly turned to frustration as **** repeatedly postponed meetings to discuss the merger's intricacies. Despite our attempts to clarify our obligations, ****'s vague responses and rescheduled appointments only deepened our confusion. Our concerns intensified upon receiving Westin paperwork in December, addressed solely to my wife, contradicting ****'s earlier assurances of a seamless transition. In a desperate attempt to resolve the matter, I reached out to Marriott corporate. However, my efforts were met with unhelpful responses and unresolved promises. Feeling abandoned by the company, I decided to visit **** Desert ************* in January 2024, hoping to find some clarity. Unfortunately, my visit only resulted in further frustration, as I encountered bureaucratic hurdles and a disheartening sales pitch unrelated to our concerns. ****'s misleading assurances and Marriott's lack of accountability have not only tarnished our experience but also eroded our trust in the company. We can no longer remain affiliated with Marriott and demand nothing short of a full cancellation of our contract and a prompt refund.

  Business Response

  Date: 07/03/2024

  We are very sorry to receive this complaint from ********************.  In review of his account Mr. and ********************* acquired ***** Club Points in the Marriott ************* Destinations Program on August 27, 2023.  The purchase of Club Points has no bearing on maintenance fees owed in conjunction with ************************ pre-existing ownership at *********************  Owners who have no mortgage balance can deed back their week through our ************************ for no charge.  However, in order to take advantage of the deed back program, owners must be current on maintenance fees.  ******************** currently owes maintenance fees for his Westin Mission Hills week.  He is currently working with a manager from our corporate Customer *************** towards completing a deed in lieu of foreclosure for unpaid maintenance fees.  Once the deed in lieu of foreclosure is finalized ******************** will no longer own his deeded week at ********************.

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my husband was sold on January 22, 2024 a Marriott ************* package for our family vacations. They first told us they needed our credit report pull for credit worthiness and we reply that the *** would go into our business not our personal. So they pull husband credit and move forward to contract and took a deposit in the amount of $2946.00. They told us (realtor/Agent) that they would transfer to our business and that we had ********************************** February we were contacted by finance ***** and credit profile Alert of *** on our personal credit profile and finance ***** was say we were late on payments. So we begin to reach out to them at Marriott ************* ******** and the finance ***** in ******* to see what has happen. My husband emailed many times ******** Marriott Realtors/ agents, Salesman, Managers etc and call fiance *****, in ******* to fix what was going on. We had received empty promises we call you back or will check and email you back. We also was told by finance **** to go by there office to fix the problem we went by three times, and never spoke with our agents/realtors we sign up with. They only sent a customer service person which couldn't really help us. On the third time my husband saw the manager of *** there on 14 Floor in ******* he was speaking about buying back the *** with a other person in office but then he came back into office were my husband was and ask my husband to leave the building and not to return. Also there was a customer Advocacy for Marriott ******************************** which we told to her about the situation also and she told ******* *** Realtor and manager not to help my husband either talk to him about his complaint. At this point to bring resolution we want this contract to be cancel and my deposit to be return and compensation for the damages that took place on our credit profile with all three credit companies. Their misconduct , and dishonest cause us damages. We hope for resolution.

  Business Response

  Date: 07/30/2024

  Our organization has been working with ************** in relation to this matter since May 16, 2024.  On February 13, 2024 ************** purchased ***** Club Points in the Marriott ************* Destinations Program.  The ownership is under the name of *************** Enterprise LLC, with ************************* and ************************* as co-owners of the Club Points.  This matter has been reviewed by corporate Customer Advocacy Manager, *************************** and she determined that there was no wrongdoing, intentional malice or misrepresentation at the time of purchase.  In an effort to help Mr. ************************* has worked as a liaison between him and our financial services department regarding the negative credit reporting that has occurred on his account.  ************** has demanded compensation in the form of a cash settlement, ******* Bonvoy points and 90 days delayed payments.  While our organization is willing to work with ************** and offer a gesture of goodwill, the level of compensation he is demanding is unwarranted. 

  In order to arrange a reasonable resolution to this matter, ************** is encouraged to continue working with *************************** within our corporate Customer Advocacy office.  

  Customer Answer

  Date: 08/23/2024

  Aloha Greetings,

  Customer Advocacy Marriott ******* ******,

  We are requesting a Monetary settlement for the breach of Contract, and damages to Mr. ***** credit/Business (******************************) report profile. On March 13, 2024 Marriott ************* contacted us saying we're late on our payment that was due on March 13, 2024. Then we call to make correction because they had agreed to extend our 1st payment for 90 days as agreed. Then after that we were told they would make correction with ************* for our first payment to be put out for 90 days. Then on April 30 th 2024 they reported late payment on Mr. ***** credit report which impacted his score to decrease more than 70 pts.  Then we told them this is a breach of contract due to Marriott vacation club account on ******* ***** credit report profile instead of our business name (******************************). Agent/Sales Manger ****** ***** didn't fulfill the obligation of the contract/Agreement for our Marriott ************* Contract March 13, 2024. We are asking for a Monetary settlement amount of $50,000 this will cover deposit, Breach of Contract, credit damages, and discrimination/Treated Unfairly and American Disability Act. From the letter that was sent from Marriott ************* dated on July 11th 2024  Mr. ******* ***** is requesting restatement of his Bonvoy account with all points and privilege.: Owner Number ********. Further more after a settlement is reached we would like to restate a new contract with Marriott vacation club. With the new contract/Agreement our 1st payment will be extended out ************************************************************************* the first contract. Mr. ******* ***** is willing to negotiate on Monetary settlement offer in Goodwill.

  Thank You!

  Sincerely,

  Mr. ******* *****

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

  Customer Answer

  Date: 08/23/2024

  Aloha Greetings,

  Customer Advocacy Marriott ******* ******,

  We are requesting a Monetary settlement for the breach of Contract, and damages to Mr. ***** credit/Business (******************************) report profile. On March 13, 2024 Marriott ************* contacted us saying we're late on our payment that was due on March 13, 2024. Then we call to make correction because they had agreed to extend our 1st payment for 90 days as agreed. Then after that we were told they would make correction with ************* for our first payment to be put out for 90 days. Then on April 30 th 2024 they reported late payment on Mr. ***** credit report which impacted his score to decrease more than 70 pts.  Then we told them this is a breach of contract due to Marriott vacation club account on ******* ***** credit report profile instead of our business name (******************************). Agent/Sales Manger ****** ***** didn't fulfill the obligation of the contract/Agreement for our Marriott ************* Contract March 13, 2024. We are asking for a Monetary settlement amount of $50,000 this will cover deposit, Breach of Contract, credit damages, and discrimination/Treated Unfairly and American Disability Act. From the letter that was sent from Marriott ************* dated on July 11th 2024  Mr. ******* ***** is requesting restatement of his Bonvoy account with all points and privilege.: Owner Number ********. Further more after a settlement is reached we would like to restate a new contract with Marriott vacation club. With the new contract/Agreement our 1st payment will be extended out ************************************************************************* the first contract. Mr. ******* ***** is willing to negotiate on Monetary settlement offer in Goodwill.

  Thank You!

  Sincerely,

  Mr. ******* *****

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

  Customer Answer

  Date: 08/27/2024

  Aloha Greetings,

  Customer Advocacy Marriott ******* ******,

  We are requesting a Monetary settlement for the breach of Contract, and damages to Mr. ***** credit/Business (******************************) report profile. On March 13, 2024 Marriott ************* contacted us saying we're late on our payment that was due on March 13, 2024. Then we call to make correction because they had agreed to extend our 1st payment for 90 days as agreed. Then after that we were told they would make correction with ************* for our first payment to be put out for 90 days. Then on April 30 th 2024 they reported late payment on Mr. ***** credit report which impacted his score to decrease more than 70 pts.  Then we told them this is a breach of contract due to Marriott vacation club account on ******* ***** credit report profile instead of our business name (******************************). Agent/Sales Manger ****** ***** didn't fulfill the obligation of the contract/Agreement for our Marriott ************* Contract March 13, 2024. We are asking for a Monetary settlement amount of $50,000 this will cover deposit, Breach of Contract, credit damages, and discrimination/Treated Unfairly and American Disability Act. From the letter that was sent from Marriott ************* dated on July 11th 2024  Mr. ******* ***** is requesting restatement of his Bonvoy account with all points and privilege.: Owner Number ********. Further more after a settlement is reached we would like to restate a new contract with Marriott vacation club. With the new contract/Agreement our 1st payment will be extended out ************************************************************************* the first contract. Mr. ******* ***** is willing to negotiate on Monetary settlement offer in Goodwill.

  Thank You!

  Sincerely,

  Mr. ******* *****

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

  Business Response

  Date: 08/28/2024

  This matter has been addressed by our corporate Customer *************** on several occasions.  Mr. ***** is encouraged to read the attached letter dated August 15th from *** *********, AVP of Customer Advocacy.  Our position on this matter will remain as stated within the attached letter.

  Business Response

  Date: 08/28/2024

  Please see attached response letter dated August 15, 2024.

  Customer Answer

  Date: 08/28/2024

  To. *** **********/Assistant Vice President, Customer Advocacy

  We are requesting for Marriott to buy back the Marriott Ownership Resort (File #*********). The purchase price for Property with Marriott Ownership Resort is $29,450.00 minus my deposit return to us in the amount of $ ********* We are request a full deposit refund due to our contract being breach from Marriott agent not providing the proper document within time frame of contract (10 days). Mr. ***** did call within the 10 days for correction to be made and the correction wasn't done due to Mr. ***** credit report being affected. We requested from the beginning for the contract to be in ****************** name and Mr. ******** ***** ****** refuse our request. Mr. ***** is also request $10,000.00 plus our deposit in the amount of $******** for all the Unfair treatment/Civil Rights Act violation of The Fair Housing Act of 1968 Title VIII of the ciivil Rights. All Civil Rights violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** From Executive sales Manager, Sales Mgr. Mr. ***** ********, Sales Mgr. Mr.****** ****** This is the Final attempt to resolve this matter between the breach of contract, and written cancelation of Contract and the violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** Request Response with your answer within one business day. 

  Thank You 

  Mr. *****

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21906769
  
  I am rejecting this response because:
  

  To. *** **********/Assistant Vice President, Customer Advocacy
  
  We are requesting for Marriott to buy back the Marriott Ownership Resort (File #*********). The purchase price for Property with Marriott Ownership Resort is $29,450.00 minus my deposit return to us in the amount of $ ********* We are request a full deposit refund due to our contract being breach from Marriott agent not providing the proper document within time frame of contract (10 days). Mr. ***** did call within the 10 days for correction to be made and the correction wasn't done due to Mr. ***** credit report being affected. We requested from the beginning for the contract to be in ****************** name and Mr. ******** ***** ****** refuse our request. Mr. ***** is also request $10,000.00 plus our deposit in the amount of $******** for all the Unfair treatment/Civil Rights Act violation of The Fair Housing Act of 1968 Title VIII of the ciivil Rights. All Civil Rights violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** From Executive sales Manager, Sales Mgr. Mr. ***** ********, Sales Mgr. Mr.****** ****** This is the Final attempt to resolve this matter between the breach of contract, and written cancelation of Contract and the violation of The Fair Housing Act of 1968 Title VIII of the Civil Rights at Marriott ************** ********************************************************************** Request Response with your answer within one business day. 
  
  Thank You 
  
  

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/29/2024

  At this juncture we may only reiterate that there was no breach in Mr. ***** purchase agreement.  He is responsible for the loan associated with his ownership interests.  Failure to pay his mortgage as agreed upon will result in credit reporting and may potentially lead to foreclosure in accordance with the mortgage note that he signed at time of purchase.  Our position on this matter will not change.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 21906769
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

  We want to return deed back to Marriott and have our depoist return to us.

  Thanks Mr. *********

  Customer Answer

  Date: 09/26/2024

  Its was a breach of contract at the beginning and we stand on our decision. Either you buy back your deed along with our deposit refund to us or we take legal action against your business for a breach of contract.

  Customer Answer

  Date: 09/26/2024

  Its was a breach of contract at the beginning and we stand on our decision. Either you buy back your deed along with our deposit refund to us or we take legal action against your business for a breach of contract.

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have made numerous attempts to cancel our timeshare with Marriott Vacations, but we were informed that cancellation is only possible once our loan is paid in full. Despite offering to settle the account for $5,000, our request has been met with silence and no agreement from Marriott Vacations. The lack of response and flexibility from Marriott Vacations has left us feeling frustrated and trapped in a timeshare agreement we no longer wish to uphold. As we approach retirement, we are concerned about the escalating costs of maintenance dues for a property we have lost interest in using. Our initial contact with Marriott Vacations stemmed from an offer for a free vacation upon attending a one-hour presentation. Regrettably, the presentation significantly exceeded the promised time, and we faced intense pressure to make a purchase, which we resisted. This scenario repeated the following year, again resulting in no purchase. Subsequently, we were lured with a third vacation offer at a different resort, where we encountered Mr. ******* **********, who applied substantial pressure and guilt-tripping tactics until we reluctantly agreed to purchase the minimum points package. Despite the enticing terms presented during the sales pitch, we have been unable to utilize the purchased points due to existing timeshare commitments with **********, offering more points and better-suited locations for our needs.

  Business Response

  Date: 07/23/2024

  We are sorry for Ms. ******** dissatisfaction with their Trust point purchase with Marriott ************* on April 24, 2018. 
  
  In reviewing, past attendance in sales presentations, we do reflect the owners participation in promotional packages.  These packages provide an opportunity to vacation at a vacation club resort and preview vacation ownership.
  
  Our records reflect the owners prior settlement offer towards their financed purchase, which was declined.  We are not agreeable to change the terms of their loan or accept a settlement for the outstanding balance.
  
  Additionally, a review of the account and documents associated with their purchase, we find that all terms and disclosures exhibit the owners signed agreement.  As the owner did not exercise their right of rescission during the 10-day cancellation period, the sale continued.
  
  Again, we regret the owners dissatisfaction but appreciate the opportunity to respond. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21904075
  
  I am rejecting this response because:  We do not agree with this response from Marriott. We have tried working with them to cancel this agreement (by presenting a settlement) and they do not seem willing to help. We understand there may be certain policies but we are asking for Marriott to offer us some good faith and do something out of policy for us. What do other owners that still have mortgages on their timeshare do to exit this? We find it hard to believe that every person who ever cancled their ownership with Marriott had their mortgage paid off. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/31/2024

  At this juncture we may only reiterate that it is not possible to simply cancel a deeded real estate purchase.  In order to relinquish ownership of their Club Points Mrs. ******* would need to sell or transfer her ownership interests to another individual.  The process is no different than selling a home or any other form of deeded real estate.  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21904075
  
  I am rejecting this response because:  We do not want to transfer this to another unsuspecting party. We know the experience we have had and do not wish to pass it on. So, Marriott has never canceled an ownership that still had a loan on it? 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/17/2024

  That is correct.  It is not possible to simply "cancel" a deeded real estate purchase was the transaction has closed.  Mrs. ******* will remain responsible for the balance owed on her mortgage.  If she is unable to pay in accordance with the mortgage agreement, then our financial services office will follow their established process for collections which includes negative credit reporting every 30 days.  Foreclosure action is typically initiated once the account is past due by approximately 150 to 180 days.  

• Initial Complaint

  Date:06/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were given information and shown beautiful resorts that we would be able to go to and it seemed perfect. Almost immediately we realized that what they showed and promised was not the benefit that we received. During a vacation in which we paid for (no points used) we reached out about our concerns and wanted to terminate our ownership as it was not what was promised. We were ridiculed and laughed at and told you are not VIP and you cant do anything with 2000 points. We were assured that all of our concerns would be resolved with an upgrade and they could get it to where it wouldnt even cost anything more. We trusted Marriott, we knew the name, and did not think we were getting scammed, but that's exactly what happened. Their resolution cost thousands more and offered zero benefits. The same issues we had before, we still had. At this time we have attempted to resolve it directly with the company, but Marriotts stance is that since I fell for the scam that I am responsible.

  Business Response

  Date: 11/06/2024

  We are very sorry to receive this complaint from Mr. *************** records reflect that Mr. **** purchased ***** Club Points in the Marriott ************* Program on January 10, 2022.  These points were acquired while he visited Marriott's Crystal Shores in ************, ********  Since becoming an owner in 2022 Mr. **** has made 8 additional reservations at some of our best resorts such as: Marriott's Ocean Watch at Grand ************************************************, *********************************************************************************************************** Villas and back to Marriott's Crysal Shores. 

  After reviewing Mr. ****** extensive stay history, we find his complaint to be without merit.  Mr. **** received all of the information necessary to make an informed purchase decision and has used the program for its intended purpose.

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *****************, handled a time share purchase that was made using my social security number, an Identity theft report was filed with FTC, a local police report was filed where I resign in SC as well as a federal report by the **** A person in ** used my identity for employment and to open accounts that are now closed! It was agreed that if I signed and notarized the documents everything in regards to Marriot would be removed from my credit reports with no negative impact. Im closing on a house and they notified me that Marriot just recently listed a foreclosure on my credit report that was not on my reports when they did my pre approval for this home! This goes against everything **** stated in our emails as well as the agreement I had to sign and return as instructed by ***************** if these negative remarks and foreclosure are not removed from my report immediately, I will be seeking damages for the effect it has had on my credit as well as now possibly preventing me from closing on my house on July 15th 2024! This is not right to tell me one thing then go and post a foreclosure on my credit report when I dont even have trade lines on my report with this company! If this effects my closing date on my house there will be a claim filed for damages due to improper credit reporting practices and all that its cost me financially due to someone using my identity in the state of **!

  Customer Answer

  Date: 06/17/2024

  This is what is showing on my credit report and if you read the emails from ***************** and the agreement from the legal department youll see there was suppose to be no negative impact on my credit reports. My Social Security Number was used to open this account it took forever to get it resolved and I guess it never fully got resolved because as you can see its still on my reports as of today, and its preventing me from moving forward with a mortgage due to inaccurate reporting. 

  Customer Answer

  Date: 06/18/2024

  I am being denied for a home that *** worked so hard to get to and they just finished the construction on it today and had me do a walk through because of this information Marriott placed on my credit reports when all the documents I have clearly promised they would not do this to me or affect my credit in any way! No negative impact, No Foreclosure listed on my report, ***************** wont even call me back or respond to my email I sent him after calling his office I need them to remove everything pertaining to Marriott from my credit report immediately its keeping me from closing on my house! This is not fare! I never signed up for Marriott Vacation my social security number was used and my identity was used by a person in ** who also used it for employment in ************ **! Im the victim here and ***************** promised months ago that this was all resolved! This just is not right!

  Business Response

  Date: 06/20/2024

  We are very sorry to receive this complaint from ********************.  *********************, Director of Customer Advocacy for Marriott Vacations Worldwide is currently assisting ******************** with this matter.  If ******************** has any additional questions or concerns, he is encouraged to contact ***** directly at ************.

  Customer Answer

  Date: 07/22/2024

  Date Sent: 6/18/2024 12:45:51 PM
  I am being denied for a home that Ive worked so hard to get to and they just finished the construction on it today and had me do a walk through because of this information Marriott placed on my credit reports when all the documents I have clearly promised they would not do this to me or affect my credit in any way! No negative impact, No Foreclosure listed on my report, ***************** wont even call me back or respond to my email I sent him after calling his office I need them to remove everything pertaining to Marriott from my credit report immediately its keeping me from closing on my house! This is not fare! I never signed up for Marriott Vacation my social security number was used and my identity was used by a person in ** who also used it for employment in ************ **! Im the victim here and ***************** promised months ago that this was all resolved! This just is not right!

   

  This is what is showing on my credit report and if you read the emails from ***************** and the agreement from the legal department youll see there was suppose to be no negative impact on my credit reports. My Social Security Number was used to open this account it took forever to get it resolved and I guess it never fully got resolved because as you can see its still on my reports as of today, and its preventing me from moving forward with a mortgage due to inaccurate reporting. 

  Business Response

  Date: 07/22/2024

  ******************** has been in contact with *****************************, ********* Services Manager and *********************, Director of Customer Advocacy.  ****** provided ******************** with the attached letter to show his personal lending institution.  If ******************** has any additional questions or concerns related to this matter he is welcome to contact ********************* at ************.

• Initial Complaint

  Date:06/11/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a Marriott ************* membership (loan number *********) on 5/4/24 at ************************ Villas located at *******************************************************************************. I have requested cancellation of this contract and refunding of the deposit ($2938) within the ********************* the contract (by 5/14/24): 1) on 5/6/24 by email to **************************** (see forwarded email attached); 2) by 3 certified letters sent by **** on 5/8/24 and 5/9/24 (please see the signed return label and **** receipt showing 5/8/24 mailing date for one of them) However, the company went with the closing of the mortgage loan disregarding the timely cancellation request. I have tried calling ************) the ************************ sales office at ************************ Villas, however, we were not able to speak to anyone; we have left at least 3 voice mails. I have tried contacting corporate office ************), however, they are not able to help as it needs to be done by the sales office of the specific location.

  Business Response

  Date: 06/13/2024

  Sent: Wednesday, June 5, 2024 12:27 PM
  To: ********************
  Subject: MVW Executive Office
  
  Good afternoon ************,
  
  I am in receipt of your complaint that was filed with the South ******************* of ******** Affairs.  I appreciate this opportunity to respond on behalf of the ********************** brand.
  
  Upon reading your complaint I immediately reached out to our sales administration office in ************, ***************  In reviewing this matter with the team they asked that I extend their sincerest apologies as it does appear your transaction has closed in error.  We do have an established buyback process that involves a corporate approval process and requesting a new title search.  Unfortunately, we are at the mercy of local authorities to get back to us in regard to the title search process.  The title search alone typically takes 30 days.  Please be advised that the buyback process usually requires 120 days to completion. During this time I will continue to serve as your advocate while doing my best to expedite the process for you. 
  
  Please let me know if you have any questions in the interim.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 06/13/2024

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

• Initial Complaint

  Date:06/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vista Resorts, We have submitted this complaint to express our disappointment and frustration with the maintenance fees and lack of response we have received from your company. We feel that our loyalty means nothing to you, and it is causing financial hardship for our family. We are unable to afford the maintenance fees, which are higher than anticipated at the time of purchase. To add to our frustration, we were promised a buyback of this property at the original sales presentation, which we later learned was false. We feel that we were misled and taken advantage of in this situation. Due to our balance issues and inability to sit for long periods, we are I able to use the Timeshare. We have attempted to reach out to your company in the past, but have not received any response. This lack of communication has only added to our frustration. We have been loyal customers, but feel that our loyalty has been taken for granted. We are pleading with you to consider rescinding our Timeshare agreement. We no longer wish to have financial burden on our family. We hope that you will take our request seriously and provide us with a positive resolution. Thank you for your attention to this matter. Sincerely, ***************************

  Business Response

  Date: 11/06/2024

  Mr. ******* acquired ****** StarOptions in the Sheraton Flex Program in July of 2016.  Since purchasing these ownership interests he has used them to travel to **************************************** and ***************** at least 10 times.  

  Maintenance fees are determined on an annual basis by the ********************************* at each of the nine resorts that make up the Sheraton Flex Program.  These fees are a necessary part of the vacation ownership program as they are used to fund renovation projects as well as pay for the day-to-day operational costs to run a large-scale resort.  

  Unfortunately, we are unable to honor Mr. ********* request to rescind his purchase.  The rescission period lasts 10-days after signing the purchase agreement.  Mr. ******* is welcome to sell his ownership interests on the external market for a price that he deems fair and reasonable.  The process is no different than selling a home or any other form of real estate.  

  Customer Answer

  Date: 11/11/2024

  We are expressing our deep disappointment with the decision not to rescind our timeshare purchase. Over the years, our circumstances have changed significantly. We are now much older, and our ability to travel has greatly diminished. Coupled with our limited income, maintenance fees have become an unsustainable financial burden for us.
  Since 1999, we have been loyal members of the Sheraton Flex Program, enjoying our travels and supporting your resorts. However, after 24 years of dedicated membership, we are simply asking for your understanding and compassion to return our timeshare. The suggestion to sell our ownership interests ourselves is not a viable solution for us. We lack the knowledge and resources to navigate such a process, nor do we desire to take on this daunting task.
  We urge you to reconsider our situation, acknowledging both our loyalty and the current challenges we face. Our request is not made lightly, but rather out of necessity. We hope you will honor the commitment we have shown over the years by taking back the timeshare. Your reconsideration would mean a great deal to us and would demonstrate a commitment to member satisfaction that we have long appreciated.
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/12/2024

  At this juncture we may only reiterate that it is not possible to rescind a purchase after the 10-day rescission period has passed.  **************************** does offer a deed back program for owners who qualify.  In order to qualify for the deed back program owners must have no outstanding mortgage, maintenance fees must also be current.  ************** is interested in learning more about our deed back program, he is encouraged to call the ************************ at ************.  Hours of operations are Monday through Thursday from 9:00am to 5:00pm eastern and Fridays from 10:00am to 5:00pm eastern.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 21828257
  
  I am rejecting this response because:

  It is unacceptable that after repeated communications with the Exit team at Vistana Resorts, we were informed that a deedback is not available, yet the current response suggests otherwise. This contradictory information only adds to the frustration experienced from being bounced around between departments without any resolution. It's time for Vistana Resorts to take responsibility and provide clarity. We need the name, phone number, and email address of a specific person who can address this matter directly and efficiently. This ongoing cycle of redirection must stop, and a real solution needs to be presented.
  
  Sincerely,
  
  ****** *******