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 Vacations Worldwide

  500 East Fairway lane Galloway, NJ 08205

• 

  Marriott Vacations Worldwide

  33 W 37th St New York, NY 10018-6201

• 

  Marriott Vacations Worldwide

  101 S Atlantic Blvd Fort Lauderdale, FL 33316-1559

• 

  Marriott Vacations Worldwide

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

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

• Initial Complaint

  Date:11/11/2022

  Type:Customer Service 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.

  For the past two weeks I have been receiving multiple phone calls per day from Marriott time shares trying to sell me a time share. I constantly ask them to stop calling me, tell them I am on the federal do not call list and that I will report Marriott to the BBB and federal do not call registry. I called Marriott at +1-800-860-9384 this morning to ask I be permanent removed from their call list. I also told the rep that I would file a complaint. The person told me that if I ever stayed at a Marriott hotel they had the right to call me fir sakes and marketing. Seriously? This needs to stop. If this is in fact a loop hole in the federal do not call registry it is pretty sleazy of Marriott to use this. Please have this company STOP CALLING ME. That includes phone calls to tell me that this is an offshore scam. The phone numbers ggenerating calls are ***************************************************************************************************. I have asked each time to be placed on the do not call list and they just call back from a different number.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/17) */
  From: F********, Ray (MVCI)
  Sent: Thursday, November 17, 2022 9:27 AM
  To: ************************
  Subject: MVW Customer Advocacy
  
  Good morning Ms. *************,
  
  I am in receipt of your complaint filed with the Better Business Bureau regarding some unwanted solicitation calls that you have been received. I appreciate this opportunity to respond on behalf of the corporate Customer Advocacy department for Marriott Vacations Worldwide.
  
  I am sorry to learn you have been receiving phone calls soliciting you from a third-party company. I empathize with you as no one likes to be deceived over the phone.
  The calls you have been receiving are not placed by an authorized representative of Marriott Vacations Worldwide, nor has Marriott shared your personal information with these fraudulent callers. Marriott has been made aware of a series of fraudulent telephone calls being made in different parts of the world where the caller offers a complimentary stay at a Marriott hotel to entice the person taking the call to listen to a sales pitch unrelated to Marriott or provide personally identifiable information. Efforts have been made to stop this misrepresentation of our brand. Similar to your experience, the calls often appear to be placed from different telephone numbers. We have learned that the callers are utilizing a practice, commonly referred to as "spoofing", to misrepresent the telephone number from which the call was actually placed.
  
  I assure you that Marriott Vacations Worldwide is committed to protecting your privacy and the personal information. In addition, we do not sell or share our guests information with other companies. Once again, I apologize for the solicitations you have been receiving. I do hope that you consider using Marriott International and Marriott Vacations Worldwide for your personal and business travels in the future.
  
  Take care,
  
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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,
  Vistana Harborside Resort at Atlantis refuses to work with us to cancel our timeshare contract
  with them. We have paid off the mortgage with them, so there should be no issue transferring
  the deed back into their name so they can sell it again. They'd make more profit than if they kept
  demanding our maintenance fees. Our timeshare experience has not been unique, but it is unethical that this is the norm for their business. We purchased the timeshare to ensure we'd have somewhere to stay during an
  annual conference we've attended that has since been moved to another location. We were in
  the sales presentation for hours, speaking with multiple salespeople while consuming the
  alcoholic drinks they provided. Our blood alcohol content clouded our judgment, and we would
  not have signed under more sober circumstances. They spent the whole presentation lying to
  us, stating that the timeshare was easy to reserve no matter what week we wanted to travel.
  They led us to believe that there would always be a two or three-bedroom to upgrade to if we
  shaved a day off our vacation. We were supposed to be able to roll our points over to the
  following year, but that has not been the case unless we wanted to pay extra. The sales
  representative never told us about the assessment fees, maintenance fees, or other additional
  financial responsibilities in upgrading the property attached to the timeshare. There was no
  opportunity to think about it or discuss it privately; they needed an answer immediately.
  Our point is all of that was a lie, and we're wasting money on something we cannot use. We can
  never get the week we want, regardless of how far in advance we book. There were additional
  fees they'd only tell us about once we arrived at the property. We were under the impression
  that the maintenance fees covered these issues. This investment is a waste of money, and they
  treat their customers as no more than inconveniences.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/17) */
  We are sorry to hear of Mrs. ********'s desire to exit her ownership, but understand life circumstances change.
  
  We are unable to assist with her request to exit her ownership as there is currently no Resale/Deed-back Program available for Harbourside at Atlantis, nor are we offering deed-in-lieu of foreclosure. Resale of the vacation ownership interests may be facilitated on her own or through a third party broker, being mindful of such companies requiring upfront fees. Mrs. ******** may log onto ************ for resale tips and references.
  
  The sales allegations are without merit as Mrs. ******** purchased this ownership interest in 2010 and has enjoyed usage for several years. All of the financial responsibilities of the purchase including usage fees, maintenance fee costs, etc. were disclosed in writing at the time of purchase.

• Initial Complaint

  Date:11/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are MVC owners at Summit Watch PC, Utah. Last March, 2021 we purchased an Encore Package (our second one) while at the mandatory presentation. We were told to May 6th to ensure we get our dates. I received a call sometime from Encore in April and was told since it was our second time purchasing an Encore package I could be put on a waitlist for my dates, which I did. I also called on May 6th to request dates. I was told there wasn't any availability! I have been calling and checking the website almost daily since that date. Everytime I am told "sorry no availability, it is a very busy time of year." I understand there is limited availability, but NO AVAILABILITY? I have emailed customer support, customer adovcacy and to no avail. I keep getting the same above message. How could there be no availability? i am flexible on my dates, I told them last week of February through Mid March. I have repeatedly asked for Marriott to supply me with how many units they actually had on May 6th - which of course no one can answer that. I have asked for a refund. After reading the complaints here, I am part of a large group of people who have had the same problems. How is Marriott allowed to do business this way? The amount of time I have spend on this is ridiculous, I would have never agreed to this package had I known this would happen.
  Can someone at Marriott say how many units they have versus how many Encore packages they have sold? You can go online and book 4 nights at Park city on their website but for Encore they have...no availability.
  I will not recommend to anyone to join MVC or any part of it.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Our office (Kirsten ******, Customer Advocacy Manager) has responded to Ms.******'s complaint regarding a lack of desired availability, conveying that reservations are confirmed based upon availability. Although we were not agreeable to cancel and refund her Encore package, we continued to partner with the Encore team to confirm her desired reservation dates.
  
  We are sorry Ms.******'s dissatisfaction surrounding availability for redemption of her Encore package. As inventory for promotional packages can limited during highly demanded times, the ability to confirm a reservation is based upon availability. In accordance with the terms and conditions, availability is not guaranteed.
  
  In review with our Encore team, we reflect that Ms.****** has confirmed her desired ski season reservation at Marriott's Mountainside for an arrival of March 1, 2023.
  
  We are pleased that Ms.****** was able to confirm reservations using her Encore package.
  
  
  Consumer Response /* (3000, 7, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While Marriott did call the day after my complaint was filed with available dates, as it was 6 months after my first (of many)attempt for a date. We won't be able to use them as it is too late in the year. The flights now are double what they were in May and the ski passes are also more expensive. So it is too little too late.
  It has been an unpleasant experience all around. After reading all the other complaints on this website, I am appalled at the business practices of Marriott and find no solace that there are many others who were treated the same.
  
  
  Business Response /* (4000, 9, 2022/11/18) */
  We are disappointed by Ms.******'s sentiment surrounding our marketing practices, especially considering her prior utilization of our Encore program. With that said, we certainly regret Ms.******'s unfavorable experience and dissatisfaction.
  \
  As conveyed in her Encore package terms, availability is limited and not guaranteed. We are sorry that she will be unable to maintain the reservation, however our position remains the same regarding cancellation and refund of her Encore package.

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased the vacation club ownership on 10/15/22 and we were very excited about. Upon purchase, we were told we would receive an email with login details. After asking multiple times, we finally received access to login over a week later. Upon logging in, we confirmed that the information was inaccurate. We were not given what we were sold and the even the date for when we were told we could use are not accurate. We have asked in writing how to cancel on multiple occasions to which our sales person, Tamara D**** has not ignored the question. We have brought these concerns to the Director of Sales, Donald A******** and provided written confirmation of all communication and still have not received details on how to cancel or had any of our issues addressed. We have had three calls scheduled (one with Tamara and two with Donald) to discuss to which the Marriott team does not respond. This is not the Marriott service we have come to know and love and would like to cancel this purchase and be refunded without penalty since we have not received what we signed up for and no one is willing to help.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/09) */
  We are sorry to hear of the dissatisfaction surrounding Ms. *****'s October 15, 2022 purchase and extend our sincere apologies.
  
  As indicated in a November 3, 2022 email from Donald A********, the sales site responded to the owner that they would proceed with cancellation with refund.
  
  Review of the account indicates in accordance with said email, cancellation, and refund processing of $9,482.00 within 15 business days.
  
  We hope that Ms. ***** will consider Marriott Vacation Club in the future.

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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 complaint is regarding the time shares Formerly ******,******** now Marriott usage for "Banked Staroptions". I paid to Bank My Points (to delay the use) since there was a pandemic and obviously there are travel restrictions were in place that even when banking the star options the "time period" for which I can use these are still within the COVID Restricted period. They "MVWC" sales keep on calling and emailing me to purchase more points to upgrade the status we're in but when I asked about the flexibility and assistance of using the banked options due to the pandemic they refuse to allow me to use those banked points. What they are offering in exchange for Banked star options are "hotel credit" which amounted to not nearly as close to what I paid to purchase it; or Insurance to trips ONLY booked with********/Marriott/******. I'm not asking for freebies. I'm merely asking to use my star options (that I was FORCED to Bank due to the Pandemic COVID) that I may use it as intended, for me and my family to use to book vacation/hotels and NOT for insurance or almost nothing resort credit. This is FAR FROM FAIR or Just.
  
  I'm sure I'm NOT the only one experiencing this. I'd appreciate if the company can reach out to make this a more pleasant OWNER experience.
  
  Thank you.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/07) */
  With the exception of 2020 (due to the impact of COVID-19 on vacation travel), ******* ********* resorts remained open and available in 2021 and 2022 for owners to utilize banked staroptions. While we are pleased to note that Mr.******'s account reflects usage of his vacation ownership in 2021 and 2022, we regret that he has remaining staroptions expiring at the end of the year.
  
  To avoid the risk of impacting future vacation availability and maintain the integrity of the program, expiring banked staroptions are not being extended past their December 31, 2022 expiration. Unlike airlines and hotels, vacation ownership availability is tied to specific (deeded) inventory.
  
  We do recommend owners consider use of banked staroptions as resort credits or insurance for scheduled future vacation ownership reservations. For his scheduled June 2023 reservation at ****** ***** Resort Villas, Mr.****** may use banked staroptions for resort credits (prior to the expiration date). For increments of 9K staroptions, owners may receive $110.00 resort credit to use during their stay for eligible resort services/amenities and in accordance with the terms & conditions. Owner Services can assist with resort credit transactions.

• Initial Complaint

  Date:11/01/2022

  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 attended an Owners' Update Meeting at a ***************** resort in *******, *******, on 11/19/2015. We were offered a $100 voucher as an incentive to attend the meeting and were assured the meeting would last one hour. The meeting started as a presentation in a large, crowded room. ***************** salespeople told us we needed to convert our timeshares to a points program which offer us more benefits. We were shown books with photographs of exotic places and were led to believe we would be able to easily book these locations. We were told we could use points to purchase airfare and cruises. ***************** salespeople led us to believe that as a "Gold" member we would have priority booking. We were told we could "go anywhere" and that available locations were increasing. We expressed concerns about our financial situation. We were told by ***************** salespeople that we were making an investment which would increase in value and which we could later sell if we no longer wanted the points. We were told we could writeoff interest which led us to believe we were making an investment. We were told we could rent out our timeshare if we were not using it but were not told how to do this. ***************** salespeople led us to believe we could afford luxury vacations with our children and that we were making an investment for our children. ***************** salespeople assured us we could refinance our loan through a conventional lender for a lower interest rate. We asked to think about the offer but were told we would not get the same offer. ***************** salespeople told us we would not receive our $100 voucher if we left the meeting. ***************** salespeople led us to believe our maintenance fees would never increase if we upgraded to the points system. After several hours, we agreed to purchase the upgrade to a points system. We were nearing retirement but made the purchase because we had been led to believe fees would not increase.

  Business Response

  Date: 11/08/2022

  We are sorry this guest feels misled about the upgrade they made in November 2015, and that we are just hearing about it seven years later. We do offer incentives such as the $100 voucher for guests to attended the sales presentations. Our owners have the ability to exchange options for Marriott Bonvoy points to secure airfare. Owners can also deposit options with ********************** to secure cruises. The Gold status is referring to the membership with Marriott Bonvoy. The Bonvoy program has changed since 2015, but there are still benefits such a 25% discount on room rates, priority late check out, and enhanced room upgrades when staying at Marriott hotels. We do consider the purchase an investment in time with family, but not financially as we cannot predict what the value may or may not be at a future point in time. Please understand many of the factors that control the value are based on things such as the economy and local real estate markets. Owners do have the ability to rent the time they secure. We don't train owners on how to do this, but there are many companies that will assist owners with these types of requests. We cannot guarantee someone will be able to refinance as we cannot speak for a third party lender. However, there are certainly owners who do refinance the loan's through a lender or with a personal loan. Within the purchase agreement is states, the yearly assessment amount for your interest is subject to change each year. This statement is just above the owner signature as we try to ensure the purchaser is aware.

  Customer Answer

  Date: 11/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is not acceptable to us, if the sales meeting were were told we could rent our unit out to help pay for our maintenance fees by your company, this information and how to do this should be a service offered by your company not a 3rd party, it was one the main reasons we continue with the purchase. I feel like this was a directly misrepresentation made by your company to take advantage of the elderly, you were made aware of our situation and we were lead to believe that you would help us do just that when in fact you had no intention of doing so just taking our money is what is most important to you. I would like to request a **** in Lieu of foreclosure from the resort at this time if given this option we will for go any claims made of fraud of misrepresentation by your company going forward.
  I am also including a copy of the fraud report I received outlining the areas of fraud and misrepresentation by your company.
  See Attachment/File: 8.2.2022 -******** Fraud Report.pdf

  Business Response

  Date: 12/01/2022

  We again apologize for this guest feeling misled. The contract for purchase is what we follow as it provides the details of the agreement. There is nothing within the contract that states we will assist owners with renting their time. If a Deed in Lieu of Foreclosure is an option, we will notify the guest when the appropriate amount of time passes.

  Customer Answer

  Date: 12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to request a Deed in Lieu at this time from resort due to the fraud and misrepresentation that occurred at the time we made the purchase with resort, we would have never of made the purchase if were not for the lies that were told to us by the resorts representative, they should be held accountable for their actions and they way they are scamming people. Everything is suppose to be recorded but when ask for that to be reviewed and I was told that it was for training purposes only if there is no fault on the side of the resort then they should willingly provide this information as they will not.
  please cancel my contract effective immediately

  Business Response

  Date: 12/07/2022

  We understand the guests request for a Deed in Lieu of Foreclosure. This is not something we can initiate upon request. However, the ********* Services team will reach out to the guest with the options available when the appropriate amount of time passes. Please note this does not guarantee a Deed in Lieu of Foreclosure will be offered.

  Customer Answer

  Date: 12/08/2022

  Can the resort please provide us the timeframe that must pass before the deed in lieu option would come available to us

  Business Response

  Date: 12/12/2022

  This guest was offered a DIL in June, but didn't sign and return the documents. Due to the documents not being returned, the ownership is going through a traditional foreclosure. The details of the foreclosure have been mailed to the guest. If they would like to inquire further they would need to contact ******************************************************** who is handling the foreclosure. They can be reached at telephone number ************.

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We never received the *** documents from the resort for us to complete and return back to them, if we had received the documents from the resort we would have gladly completed and returned back to them to complete the termination of our timeshare with the resort. I do not feel like I should have the foreclosure on my credit report when the resort never followed up with me to see if I had received the documents that they are stating was sent that I never received. I am requesting the *** at this time from the resort and wish to have new documents sent out for me to complete and return back to the resort, I also would like to know when said documents were mailed to me and receipt of delivery since I never received them.

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased an upgrade to your timeshare in March of 2022. I have since learned that the hotel's and resorts can be reserved outside your site for a fraction of what I am paying. I had no intention of upgrading.
  
  I was required to attend an informational meeting. I was told this meeting would be no longer than 60 minutes. We spent over 3 hours in a sales meeting.
  
  I was told that my old timeshare would not have the same benefits as the new one since the merger of Marriott and ********. The rep explained that Marriott had changed the structure of points and my points would not be valued as much if I did not upgrade. Found out not true! That if I did not upgrade I would have no chance to get into Marriott properties and would be stuck visiting my home resort. Not true! I purchased it because I was afraid of losing my investment. I was also being offered 300,000 bonus points for the upgrade but I could not find it later in the contract. No mention of these points!
  
  I was not told about the maintenance fees. I mentioned that I didn't want to spend too much and was told it was just a "small difference" in price. The "small difference was over $25,000 more! Plus the interest rate is outrageous. I was never told the fees would increase by as much as they did. I was originally paying 1200 but my fees went up to 1500.I was led to believe the fees would not be increasing!
  
  The new interest rate was never discussed. I was never shown an interest rate and would have NEVER purchased if I knew I would be stuck with such a high rate!
  I was told I would have access to weekend getaways and be able to sell them to friends and strangers to make rental income to cover all my costs of ownership. Not true! You also said that my credit score would not be checked because I was a loyal customer. I later found out that you had, indeed, checked it. It dropped a few points because of that. No discussion of the timeshare being considered a home loan. I am in the process of buying a home
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/06) */
  Our office has previously facilitated response to Ms.*********'s complaint. Customer Advocacy Manager, Kirsten A*****, has reviewed the owner's concerns with sales leadership determining that the purchase terms were agreed upon by Ms.*********.
  
  The purchase price, monthly payment, and interest were provided and agreed to as well as the annual maintenance fee requirement. Credit report was completed with signed agreement.
  
  Having upgraded from a biennial (odd year) ownership to an annual ownership, Ms.********* will have a more StarOptions to use through the Vistana Signature Resort portfolio and if electing to the Abound program, will have a higher election value for participation in Marriott Vacation Club resorts.
  
  We maintain our position and are not agreeable to cancel the March 2022 purchase.
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for a chnce to respond. The purchase price, monthly payment, and interest were not provided or agreed to as well as the annual fees. The QA was very pushy in getting us to sign the contracts. We were rushed in signing the documents and were not given time to review everything.
  
  Our other misrepresentations were not addressed. We were told if we did not upgrade we would have no chance of getting into Marriott properties and be stuck in visiting our home resort.
  
  We were never told our fees would increase up to 1500.00.We were told the fees would not be increasing.The interest rate was never discussed.
  
  We told the reps not to run our credit. We later found out our credit had been run that day and dropped a few points. A resission period never mentioned. had no idea had time to think it over.
  
  We were in the process of purchasing a home and needed to be careful with our credit. The rep told us not affect our credit which it did.
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  We are sorry for Ms.*********'s continued dissatisfaction. In review of purchase documents clearly exhibit's signed agreement to listed terms which include purchase price, monthly payment/interest, and annual dues. Furthermore, the owner's signed acknowledgement of the 10-day cancellation period is evident.
  
  Our office has given appropriate review to the owner's complaint and confirmed that the terms of her purchase were disclosed and agreed upon. We would be pleased to assist Ms.********* with the use of her ownership, but maintain our previous findings and position.
  
  
  Consumer Response /* (4200, 11, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Of course it appears we agreed to all the terms of the contract if you go just by our signatures and waived all future objections including the rescission period. This is both fraud and deceit on the part of ********. We asked as any video will bear out to read the terms of the contract but were not allowed. The rep. Continued to tell us we would have time to read everything later as we were being rushed in the contract. We were not given copies at the time nullifying our rescission rights. This is a violation of real estate law. Total nondisclosure on the part of the seller. We only saw the pages that were signed. Not allowed to read before signing. We never got to review the Lending Statement, ownership review, Buyers Acknowledgement and Quality Assurance review. After hours we were told only sign here and here

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the presentation, the sales rep Matthew T****, continuously stated that the property could be used as "rental property income" which was the only reason my husband and I became interested in the offer as we already have rental income property owners in our area and thought this would be a good investment idea. This was the BIGGEST reason we purchased. That the rental income would be in the $1000s with some of the properties we would have access to. Told this would cover our fees and mortgage payments each year. Mr. T**** told us that we could look to rent our vacation points to family and friends and we could charge whatever amount we thought was reasonable and still save them money as well in the process. He also claimed that we could even purchase the cheap unlimited "getaways" for cash and rent them out for almost double what we purchased them for and keep the profits from this as well. He stated that many owners use their timeshare as a way to supplement their income and the points we would receive that day would be about 3 weeks of vacation!
  Additionally, Mr. T**** told us that we would be able to sell our points with a "buyback" option in the future in the event that we did not plan to use them for that year as we typically do not go on vacation every year and did not want to lose money. He stated that the profits made from the buyback option would surely cover all of our annual maintenance fees therefore, we would not be paying out of pocket. He also mentioned that we could always choose to upgrade our purchased points from the 51,900 points we were set to receive annually if we wanted to travel all over the world and our current points were not enough.
  We were also told that we would be able to refinance the terms of the loan with any bank once we got back home if we were looking to lower our monthly mortgage and interest payments. They told us most new owners were going ahead and refinancing the loan to lower payments. All False
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/04) */
  This matter has already been addressed by a manager within our corporate Customer Advocacy office. We have determined that their is not clear evidence of malice or misrepresentation that warrants repurchasing Mrs. ******'s ownership interests. A thorough response that was prepared by Customer Advocacy Manager, JoAnn C***** is attached.
  
  We consider this matter closed.
  
  
  Consumer Response /* (3000, 7, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rental was the biggest reason we purchased that day. The rep said we would be able to charge anything we wanted for a week of vacation and it would be in the $1000s. The sales rep told us we would make enough to cover our fees and mortgage payments each year. This was not true. The rep stated that many owners were using their timeshare as a way to supplement their income. Also we would have unlimited getaways that we could purchase with cash and rent for a profit. We were told the points we would received that day of purchase would be 3 weeks of vacation.
  
  The maintenance fees were discussed. We knew it would be $1000/year but we were told there would be ways of offsetting these costs. There were not.
  
  The mortgage and interest were discussed. The rep made it clear that most new owners were going ahead and refinancing this loan to lower payments. We only agreed to the purchase because the rep told us easy to refinance. The banks refused to refinacne a timeshare.
  
  An issue that ******** does not address is that we were told we were recieveing special pricing for atending the presentation that day. The inventory we were seeing was very limited so having this chance to buy in was a great deal. The merger was discussed and we were told would have access to all hotels and resorts in mariott network.
  
  We had no idea the loan was being set for 10 years.The buyback program was discussed and told we would be able to sell our timeshare in the future for a profit. That the costs of points were only incresing so the value of the ownership would only increasse. It did not with no future value.
  
  There was no discussion of a rescission period at all. During the closing we asked if we think about it and come back. We were told NO. The signing of the contracts was rushed and we could not read or review the documents in front of us. Told only where to sign.
  
  
  Business Response /* (4000, 9, 2022/11/08) */
  Each new purchaser receives a thorough Quality Assurance that highlights key aspects of the vacation ownership program to ensure that their can be no confusion. One of the lines on the Quality Assurance Checklist states: Your sales executive makes no claims about the resale, rental or investment potential of the ownership interests. The program is meant for an owners personal vacation enjoyment and is not for financial gain.
  
  All of the financial components of the ownership purchase were disclosed in writing and signed off on by Mr. ****** including the mortgage terms, loan duration, payment, interest rate, etc.
  
  
  Consumer Response /* (4200, 11, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  There was no discussion of a rescission period at all. During the closing we asked if we think about it and come back. We were told NO. The signing of the contracts was rushed and we could not read or review the documents in front of us. Told only where to sign. Didf not get copy of contract until 1 month later.
  
  
  Business Response /* (4000, 13, 2022/11/10) */
  Each new purchaser leaves the sales gallery with a full set of purchase documents and signs acknowledgement agreements to that end. The rescission period is disclosed within each purchase agreement just above the signature line in bold, conspicuous font.
  
  
  Consumer Response /* (4200, 15, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was no discussion of a rescission period at all. During the closing we asked if we think about it and come back. We were told NO. The signing of the contracts was rushed and we could not read or review the documents in front of us. Told only where to sign. Didf not get copy of contract until 1 month later.

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although we did not want to go into debt for timeshare again since we were all paid off it seemed like we needed to, and we could manage the down payment of $3,187.00 and a monthly payment of $399.53. This would give us 81,000 flex points we would be 3-Star Elite for $61,965.00 they would give us $30,108.00 in equity credit for what we already owned, and our balance would be $30,000.00 after we provided the $3,187.00 down payment on the Marriott Bonvoy card and $2,290.00 in closing costs that was rolled into the loan.
  
  We had been paying maintenance fees of about $2,000 a year. This upgrade increased it to over $4,000!. We were told we would be trading in our old ownership and would lose these fees from before. It turns out they were adding on the new contract. We had been told we could offset all our fees by earning reward points on the CC. This did not happen!
  
  The interest rate was set to about 15%. We were also told we could re-finance down the road for a possible lower interest rate along with if we did automatic payments on my Marriott Bonvoy credit card, we could use the points to make payments. Told almost all Sheraton/Marriott owners were refinancing with their banks to lower payments and the rate. We could not. The 15% was way too high. The length of the loan was never discussed. They never mentioned 15 years.
  
  We also were told that we could rent out our options/stays to other people and that could help to offset all of the payments and fees. Not true. We liked the thought of the flexibility since we had moved from Florida to North Carolina and could use our options closer to home in the mountains or beach without always having to fly somewhere and we could get several units so we could have family vacations. It was exciting that we could use the options for a few nights, week, along with hotel stays. We were hesitant and wanted to think about this and again Mrs. ****** reminded us about the merger, and she did not know when it was going to happen, but
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/06) */
  We are sorry for Ms. *********'s dissatisfaction, especially considering her ownership history with Vistana Signature Experiences since 1995.
  
  Review of their ownership account reflects recent communication with our office (Barbara **********) in response to concerns surrounding their March 2, 2022 Sheraton Flex purchase. Examination of documents found that all purchase terms (including purchase price, down payment, monthly payment, interest rate, and term of loan) as well as all disclosures were provided and exhibited the owner's signed agreement. The Receipt for Documents confirms that a 10-day cancellation period was provided at the time of purchase. It is the responsibility of the Purchaser to take this time to review their purchase documents and identify if they wish to continue with the purchase and/or ensure that the purchase documents fall in sync with their point-of-sale experience.
  
  While we are truly empathetic to Ms. *********'s circumstances and concerns, we find no evidence to support cancellation of her contract.
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We beg to difer. All purchase terms including the price, down payment, monthly payment, interest rate, and term of loan as well as disclosures were not provided. We did not have a contract ahead of time. A notary came to our home to sign the contract. We were told to sign here and here. We were not given time to read the contract we were signing. The notary could not answer questions and rushed us through it.
  
  We were not given copies that day. This was a telesales. We did not receive our contract from Sheraton until 3 weeks after we had purchased it! There was never a discussion about a rescission period and once again we got the contract docs after the rescission period had ended.
  
  Our other complaint allegations are not addressed in the response. We were told the Marriott merger would shrink our ownership and we would only be able to access 6 properties if we did not upgrade. Not true!
  
  We had ben paying before the upgrade $2000/yesr in fes and this upgrade incresed it to over $4000/yesr. We had been told we would be trading in our old ownership and would lose these fees but it turns out they added on the new contract so paying for 2. We were also told we could offest all fees with reward points with CC. Not true.
  
  Our rate was set at 15%. The rep told us we could refinance with our bankto lower payments and rare. We could not. The length of loan was never discussed. The 15 years was never mentioned. With the upgrade we would have no issues vacationing at Sheraton, Mariott and Westin. Not true.
  
  
  Business Response /* (4000, 9, 2022/11/19) */
  Despite the owners' continued dissatisfaction, our position has not changed. Review of the purchase experience identified original receipt of documents on 3/2/22 with a scheduled notary on 3/5/22. The owners then rescheduled the notary as they had questions surrounding titling and purchase terms. Our sales team scheduled a conference call on 3/9/22 with the owners in response to questions, followed by new document delivery on 3/10/22 and a new notary signing scheduled for 3/15/22 (which owners then rescheduled to 3/20/22). The owners had review of documents until the actual notary signing on 3/20/22.
  
  We received the owners signed documents on 3/22/22 and through auditing determined that the Receipt for Timeshare Documents was not included in the returned document packet. The Receipt for Timeshare Documents was emailed to owners on 3/23/22 and owners returned the form on 3/28/22. Final audit was concluded on 4/7/22 with a recording date of the deed on 5/23/22.
  
  At the time of their March 2022 purchase, the owners owned three other vacation ownership interests ("VOI's") which were purchased in 1996 and 2009, which were not part of the Vistana Signature Network. The sales team extended retro enrollment in the Vistana Signature Network for said VOIs which was facilitated as a result of their newest purchase.
  
  Again, we are not in agreement to cancel the purchase as all purchase terms and disclosures were provided and exhibit the owners' signed agreement.

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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.

  Below is the text of a letter that I attempted to mail via Certified Mail to the Marriott Vacation Club. The USPS just informed me that they are unable to deliver the letter because they do not recognive the address. Thus, I am unable to contact the Marriott Vacation Club in writing (even though I am using the address they provide on their website) and am pursing this BBB route. Thanks for your help, BBB.
  
  Here is the letter, in full:
  
  *************************************************************
  ************
  ************************
  MVC Account number *******
  
  October 4, 2022
  Marriott Vacations Worldwide
  6649 Westwood Blvd, Suite 500
  Orlando, FL 32821
  
  Dear Marriott Vacation Club,
  I am writing to request that you immediately deposit the 2,000 MVC points that you promised me during a call on September 3, 2022. It's been over a month since that call and I have still not received those points. My account number is*********
  I stayed at Barony Beach from August 28 through September 1 of 2022. After returning home, I received an online survey about my visit. In that survey I noted that there was a maintenance issue in my villa that had caused some problems throughout the visit.
  On September 3, 2022 at 11:25 am, I received a call from ************* identified as "MVC Marriott KV" on my phone. The caller identified himself as Carlos. Carlos noted my complaint and stated that he would provide 2,000 MVC points as compensation for my issue. Additionally, he offered to provide an appointment for an online sales presentation. I declined the online sales presentation. At the end of the call, I confirmed with Carlos that MVC was providing 2,000 MVC points.
  It's been over a month since that call. Please deposit the points in my account as soon as possible. Please feel free to call me at 317-507-9774 to update me on the status of these points.
  Sincerely,
  *****************
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/01) */
  We appreciate the opportunity to respond to Mr. ***********s concerns and extend our sincere apologies for his dissatisfaction. Our website (www.marriottvacationclub.com) does reflect our global corporate headquarters address as 9002 San Marco Court, Orlando, Florida, 32819.
  
  Review of resort stay concerns reflects a report of icemaker noise which was promptly addressed. In review of the owner's claim with sales and marketing, we do not reflect an offer of vacation club points. As a gesture of goodwill for any misunderstanding, our office is facilitating 30K Marriott BonvoyTM points.
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As background, I've been a Marriott Vacation Club (MVC) owner for over 15 years and am at the Executive level. Years after my initial purchase, I added on to it. MVC changed my life. You should be very proud of what you've built. Also, I am Marriott Lifetime Platinum with 928 nights credited. That's a big chunk of my life spent with MVC and Marriott. I have additional trips planned to MVC properties in the near future, including an "Encore" trip with a sales presentation. The properties are great and the staff is always very responsive. MVC is an extraordinary operation!
  
  The core issue is that MVC called me, committed to giving me 2,000 MVC points and then confirmed that commitment on the same call. That commitment needs to be honored. If MVC later changed their mind, had some miscommunication on their end or wished they hadn't made that commitment, that's not my responsibility. This needs to be corrected.
  
  As noted in my prior communication, I originally sent a registered letter via USPS to the address shown in this link:
  *****************************************************************
  This link is on the owners website under a tab labeled "Contact Us". The USPS was unable to deliver the letter. If that address was correct in the link, we could have communicated directly.
  
  The commitment of 2,000 MVC points is a minor issue that can be easily corrected and then quickly forgotten on my end. I fully expect that MVC wants to do the right thing. Thanks for your time and see you soon!
  
  
  Business Response /* (4000, 9, 2022/11/04) */
  We regret Mr. ***********s continued dissatisfaction and appreciate his brand loyalty as a tenured owner. Although committed to serving the vacation needs of our owners, we must do so on a fair and consistent basis. We are not agreeable to provide 2K Marriott Vacation Club Points in service recovery. We find it reasonable that 2K Marriott Bonvoy points may have been offered for the inconvenience of repair to his villa's icemaker versus vacation club points in an amount exceeding the total vacation club points Mr.*********** utilized to fund his full resort stay.
  
  In light of any confusion surrounding the communication with Sale and Marketing regarding an invitation for a virtual sales presentation, we extended 30K Marriott Bonvoy points as final resolution of the matter.
  
  The referenced address on the owner's website lists Owner Services' address, wherein our global corporate headquarters address is also listed, reflecting 9002 San Marco Court, Orlando, Florida, 32819. Although we regret the delay in receipt, we do confirm that Mr. ***********s letter has been forwarded to our office.
  
  Again, our apologies.