Complaints

This profile includes complaints for Vistana Signature Experiences's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Vistana Signature Experiences

  9002 San Marco Ct Orlando, FL 32819-8600

• 

  Vistana Signature Experiences

  PO Box 204491 Dallas, TX 75320-4491

• 

  Vistana Signature Experiences

  17700 N. Hayden Road Scottsdale, AZ 85255-5822

• 

  Vistana Signature Experiences

  6902 E. Greenway Parkway Scottsdale, AZ 85254

• 

  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

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:04/17/2023

  Type:Billing 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.

  Annual network membership fee.
  I am a timeshare owner with Marriott Vacations and Vistana . The two companies recently merged. I called Marriott on Jan 25 to pay my dues and they said they would also accept payment for my Vistana due. I gave my credit card information for the entire amount. Upon receipt of my credit card I saw I was double charged $230 for my Vistana membership fee and immediately submitted a dispute. Apr 10 my credit card company was finally able to remove the extra amount. During the almost three month time frame I received past due letters from Vistana dated Feb 24 and Mar 27 saying they did not receive my payment, threatening termination of my membership, and future fee payments for reservations as well as report of this to various credit bureaus. When trying to resolve this dispute my credit card company advised they had no response from Vistana for weeks and could not u derstand how they could claim payment was not made. I telephoned many times with hold times of 1 to 2 hours and was not able to get any response from any agent at Vistana. Was asked if I wanted to speak with a supervisor I would get a call back in 10 to 14 days. This has been a nightmare. I finally reached agent Frida today at Vistana. She put me on hold approx 45 minutes but kept coming back on the line saying she was working on my problem as my account still said not paid. She came back and said all is current now....I am supposed to believe this.
  If you own two timeshares this merger has been a hot mess. I will continue to monitor my credit reports for any negative remarks from Vistana. I am ready to get rid of both of my timeshares to keep my blood pressure intact. Marriott Bonvoy, get it together

  Business Response

  Date: 04/20/2023

  We apologize to Mrs. ***** for the confusion and frustration that she experienced while working with our Owner Services office in relation to being charged two sets of annual club dues.  In order to ensure this matter is resolved, we have double-checked with our financial services office, and they have confirmed that the duplicate $230 club dues charge has been waived from Mrs. *****'s Vistana account as of April 5, 2023.  Mrs. ***** will no longer received late notification letters and both accounts are now at a $0 balance.  Mrs. *****'s credit will not be impacted as we do not report to the credit bureaus for delinquent club dues.  

  Customer Answer

  Date: 04/24/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were not happy that the maintenance fees were increasing but we believed it was just a cost of doing business. Addressing our extreme concern about the loan’s high 14% interest rate, Paul shared that we could, like other families had done, refinance the loan upon our return to Atlanta. We would have never agreed to the purchase if we knew that no bank would refinance the loan. We felt comfortable only because we intended on refinancing. The banks refused to refinance our loan. Told that we could use rental income to cover all our expenses and fees. Not true! The length of the loan was never discussed. No idea the loan was being set to 15 years. Set back to 180 months. After this Paul never answered any of our calls. Paul had told us that ******** would buy back with a right of first refusal. They never did.
  
  After we declined Paul’s offer to open a new ******** ****** credit card, we were told that points could be used for all our vacation needs, including renting cars, cruises, airfare, and purchasing meals. When we asked for a day to consider, we were told that we had to decide at that time.
  
  Sais and I were exhausted, tired, and hungry. We were not given time to review the contract, the recession period of the contract was not discussed, nor was it discussed that the loan would be for 15 years. We felt rushed, and without the time to discuss and review critical points of the contract. Most importantly, we would not have agreed to the contract if we knew we could not refinance the high 14% interest rate. We were deceived to believe that we could easily refinance the loan.
  
  We were never given time to read the contract before we signed.
  
  
  ******* ***** **** *****

  Business Response

  Date: 04/19/2023

  We are sorry for Ms.
  *****’s dissatisfaction surrounding their ******** **** vacation ownership but appreciate
  the opportunity to look into the matter. 
  We sincerely apologize for the unfavorable service quality and extend
  our condolences for the tragic loss of family members.
  
  ******* *****
  originally became an owner with Vistana Signature Experiences, Inc. on February
  5, 2015, purchasing an even-year biennial ******** **** vacation package (44,000
  Home Options).  Since 2015, there have
  been subsequent upgrade purchases prior to the most recent upgrade ********
  Flex vacation packages purchase on June 2, 2022 of an annual ******** Flex
  vacation package (112,000 Home Options).
  
  Our portfolio (for more than three decades) has
  largely been built upon word-of-mouth referral and existing brand
  loyalty.  Sales presentations provide information surrounding the latest
  products and services, offering an opportunity to purchase vacation
  ownership.  Sales presentation attendance
  is voluntary (unless travelling on a promotional package that retires sales
  presentation attendance as terms of participation) and there is never an
  obligation to purchase.  It is disappointing
  to hear that the owner felt pressured into attending or purchasing.
  
  Review of documents
  associated with the purchase reflect signed agreement to the terms of the
  contract (including purchase price, applied equity, monthly loan payment,
  interest rate and loan term).  The
  current loan interest rate is 13.99% with a 180-month term.  Each time an owner enters into a new purchase
  agreement they are provided with a comprehensive set of sales disclosure
  documents.  These documents provide
  complete disclosure about the program rules, as well as any financing
  obligations of any mortgage note that is taken out on the property.
  
  Use history of the
  ownership reflects transactions including resort reservations, StarOption banking,
  or conversion to ******** ******™.  Ms.
  ***** currently has her 2023 use year (112K Home Options) available as well as
  bonus StarOptions
  
  All disclosures, purchase
  documents, and receipt for timeshare documents exhibit the owner’s signed
  agreement, including a 10-day cancellation period. In conclusion, there is no
  evidence to support cancellation of the contract.  Although we are sorry for Ms. *****’s overall
  dissatisfaction and personal circumstances, we are unable to disregard the
  contractual obligation. 
  
  Although unable to
  provide cancellation, we would welcome the opportunity to assist with the use
  of the vacation ownership.  

  Business Response

  Date: 05/01/2023

  Review
  of Ms. *****’s ownership since 2015 (multiple upgrade purchases) indicates an
  awareness of the ******** **** product capabilities and purchase terms.  Review of the most recent purchase confirms signed acceptance of the purchase terms, receipt of documents, and disclosure of a 10-day
  cancellation. Therefore, we maintain our position and respectfully
  decline Ms. *****’s cancellation request as we find no evidence of improper execution
  of the purchase contract.

  Customer Answer

  Date: 05/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  We returned to ******** Vistana Resort, Orlando Florida in June 2022. Unlike previous trips of driving straight through to Orlando from Atlanta, because of Sais’ health, we divided the trip into two parts, Atlanta to Jekyll Island, allowing 4 days on Jekyll Island for Sais to recuperate, and then from Jekyll Island to Orlando. Sais and I were both adamant that we would not attend any “informational meeting” or purchase any additional points.
  To our great frustration, again, when checking into the ******** Vistana Resort, Orlando Florida, we were told that we had to attend a sixty (60) minute meeting to obtain an update on the new changes to the program, and that it would require both of our attendance. We both were both upset about the mandatory meeting. It ended up being a sales meeting that lasted over 3 hours.
  The meeting was with Paul I*********, who immediately asked why we had not purchased more points. I explained that we were interested in international travel and have purchased enough points for ********’s international resorts. Paul then explained that we did not have enough points for ********’s international resorts, instead, for international travel, we had to use Interval, which had international properties that he would not recommend anyone to use. Paul explained that we would have to purchase more points. Given that Sarah had not returned our calls, the cost that ordinarily would have been around $90,000 would cost us about half the cost. We felt obligated because of the discount we were receiving. The same package would cost us 90,000 if we waited.
  We were not happy that the maintenance fees were increasing but we believed it was just a cost of doing business. Addressing our extreme concern about the loan’s high 14% interest rate, Paul shared that we could, like other families had done, refinance the loan upon our return to Atlanta. We would have never agreed to the purchase if we knew that no bank would refinance the loan. We felt comfortable only because we intended on refinancing. The banks refused to refinance our loan. Told that we could use rental income to cover all our expenses and fees. Not true! The length of the loan was never discussed. No idea the loan was being set to 15 years. Set back to 180 months. After this Paul never answered any of our calls. Paul had told us that ******** would buy back with a right of first refusal. They never did.
  After we declined Paul’s offer to open a new ******** ****** credit card, we were told that points could be used for all our vacation needs, including renting cars, cruises, airfare, and purchasing meals. When we asked for a day to consider, we were told that we had to decide at that time.
   Sais and I were exhausted, tired, and hungry. We were not given time to review the contract, the recession period of the contract was not discussed, nor was it discussed that the loan would be for 15 years. We felt rushed, and without the time to discuss and review critical points of the contract. Most importantly, we would not have agreed to the contract if we knew we could not refinance the high 14% interest rate. We were deceived to believe that we could easily refinance the loan. 
  We were never given time to read the contract before we signed. 
  
  ******* *****                            **** *****
  
  

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

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service 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 purchased a timeshare at the Westin Kaanapali Resort Villas North and closed escrow on January 26, 2023. The title company sent the homeowners association (HOA) transfer packet to Vistana and it was delivered by FedEx on January 30th. Vistana says that it takes them six to eight weeks to facilitate the HOA transfer. As an owner, you are unable to make a reservation at the timeshare you own until Vistana completes the HOA transfer process to the new owner. I emailed Vistana to check on the status of the transfer process and they told me that they did not receive the HOA transfer packet from the title company until February 16th. When I provided them with the FedEx tracking information they acknowledged that while the packet was received on January 30th, it took over two weeks for them to route it to the correct department on February 16th. I believe that taking six to eight weeks to transfer ownership within Vistana is excessive as it is, but to start the date of receipt two weeks after the HOA transfer packet was actually received by Vistana is unreasonable. It is now going on ten weeks since Vistana received my transfer packet and they still have not completed the transfer making it impossible for me to use the property I own.

  Business Response

  Date: 04/20/2023

  We are disappointed to learn of Mr. ****’s dissatisfaction
  surrounding the timeliness of his title processing for his vacation ownership purchase
  on the secondary market but appreciate the opportunity to respond to his
  concern.  Review with our Title Services
  team reflects completion of the title transfer on April 8, 2023.  Mr. **** should have received a confirmation
  email of said completion.
  
  As a sincere gesture of apology, we would like to extend 20,000
  Marriott Bonvoy™ points to Mr. **** into his membership account number
  ending in ********* (within 3 to 5 business days).
  
  We look forward to service Mr. ****’s vacation ownership
  needs for many years to come.

  Customer Answer

  Date: 04/24/2023

  
  
  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. I hope that Vistana will begin to process HOA transfers for all customers in a more timely manner in the future.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a ****** timeshare through Vistana. When I received my annual maintenance fee statement there was a new Membership fee of $307.29. I called to inquire about this and was told that it did not apply to me since I already own other ******** timeshares (Vistana and ******** merged and now they are charging this fee to Vistana people to be “part of ********”). I was told by 2 people in 2 separate calls that I did not need to pay this fee since I am already a ******** owner. Vistana has now sent me a past due notice for this fee. It seems that the 2 companies have not figured out how to reconcile dual ownership situations like mine. However they seem to be able to figure out to send past due notices and adversely affect my credit.

  Business Response

  Date: 03/29/2023

  We do apologize for this guest receiving a notice
  of being past due. The guest is current and does not have any outstanding
  balances. Also, we have not reported this guest to any of the credit bureaus. 

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upgraded my Sheraton Flex membership to a higher level. We had a credit from paying our maintenance fee for 2023 and an additional credit. We were guaranteed those credits would apply to our maintenance for our upgrade. Despite the credit being more than the new 2023 maintenance fees they refuse to apply the credit and are sending out threatening emails that we will be unenrolled and not able to use our membership. This is borderline theft and cannot be tolerated.

  Business Response

  Date: 03/22/2023

  We apologize for the delay in posting of maintenance fee credit to the owner's new upgrade account.  The required payment of club dues is separate from the annual maintenance fee billing and is related to annual membership in Vistana Signature Network.

  A total credit of $1,948.03 has been applied to the account, pending an adjustment/waiver of a $25.00 late fee and $23.15 interest, which will reflect a total credit of $404.49 (to be refunded to Mr. ****).

  We have also notified Financial Services of the owner's concern with club dues past due notification and confirmed that the maintenance fee credit has been applied and account has a pending refund.
  

  Again, or apologies for the delay.

  Customer Answer

  Date: 03/23/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:03/13/2023

  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.

  We bought 54,000 Star Options through the VSN network in November '22 after doing the math on points needed for our yearly Orlando vacations - a 5-night stay in a 1BR villa and and a 5-night stay in a 2BR villa using the VSN escapes rate, which we were told we would be able to use as long as we booked within a 60-day window. We asked about availability and were assured there would be plenty. After signing up, we find out that not only do the escapes not work for what we need (they are only available for 3, 4 or 7 night stays and our rep said we would be able to do it for 5 nights), the availability is basically nothing. This was bait and switch #1 because we quickly realized that the points we bought would not be enough - we were lied to during the presentation. But since we were told when we purchased that the price per point would be locked for 2 years, we figured we'd try this out for a bit and then see if we needed more points. We then booked a 5-night cash stay using our "owner's discount" (which wasn't even great as *** offers way better rates). Upon arrival, we were asked to attend a meeting to "learn more about the Abound program". We were pressured into signing up even though we politely declined many times due to having a two year old with us and very limited time, but the man guilted us into it since "he would get credit for us attending". After asking if it was a sales presentation, he stated it was solely to learn about this program. This was the next bait and switch. The first thing they said was we needed to complete our ownership and wanted us to pay an extra $8-11k for more points and to have access to escapes, even though I was told initially that I already had access to the escapes rates. When we said we had 2 years of price lock on our points, they said that this "update" invalidated that so if we didn't buy then, the points would double in price. I told them we were lied to about the meeting and they acted like it was no big deal. We were then guilted into buying another stay for $895 to extend that price lock. Total bait and switch and not what I signed up for at all. I should have the full two years to make a decision and I should be able to book using the rates I was first promised.

  Business Response

  Date: 03/15/2023

  In review of Mrs. *****'s ownership profile, we see that she acquired an annual package of 54,000 StarOptions in the Sheraton Flex vacation ownership program on November 18, 2022.  We apologize for any misunderstanding that may have taken place with respect to Vistana Escapes.  Vistana Escapes is an ancillary usage option that allows owners with flexible vacation schedules to arrange an available stay at select Westin and Sheraton Vacation Club resorts up to 60 days prior to check-in for a reduced number of StarOptions. 

  Unfortunately, we are unable to substantiate any verbal allegations about this small part of the overall vacation ownership program.  Mrs. ***** did receive the terms and conditions for Vistana Escapes at the time of purchase and she was informed in writing that Vistana Escapes are subject to availability and may be booked for 3-, 4- or 7-night stays.  In order to make a reservation Mrs. ***** is encouraged to contact our Member Services office at 888-786-9637.  Member Services hours of operation are Monday through Friday from 9am to 8pm eastern.  

  Customer Answer

  Date: 03/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sales representatives should never be making false claims regarding how points can and can't be used, or misrepresenting the Escapes feature.

  I am also concerned about what happened in our last visit and how we were coerced into attending a meeting to learn about the Abound program, despite declining multiple times due to having a toddler with us and operating on limited time, which turned into a high-pressure sales presentation to "complete our ownership". We were told upon purchasing initially that we had two years of price lock on our points, which we planned on using to try out the ownership to see if we needed more points. We were not told that by attending this "Abound" meeting, that two year price lock would be nullified. I said this to both the representative and his manager, as we were disappointed in not being given the facts about what this meeting would really be about. After saying no to the upgrade, we were treated very coldly and then were sold into a $900 package to extend our price lock. It was all very misleading and did not feel like the "VIP" experience we were promised as owners. We just wanted the opportunity to be able to enjoy our vacation, learn how to use our points and not be coerced into any misleading meetings or tactics. I am extremely disappointed in our initial experience with this ownership thus far.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 03/15/2023

  Unfortunately, we are unable to recreate the sales experience and must rely upon the information that was provided to Mrs. ***** in writing at the time of her purchase.  

  In response to her second concern, Mrs. *****'s purchase was agreed upon and is now closed.  We are unable to go back after the fact and adjust the pricing of her ownership interests.  We will abide by the terms of the sales agreement that was agreed upon by both parties on the day of purchase.  We consider this matter resolved.

• Initial Complaint

  Date:03/09/2023

  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.

  Vistana/Marriott is engaging in ongoing fraud, some of which was indicated in earlier law suits. They turn off website access and/or website directs you to error pages so that you can’t pay your dues. They do not answer phones. Calls on hold get dropped and/or outgoing messages state that call volume is too high and direct you to use the website, but the website will either crash or prohibit access or otherwise malfunction. They did this to our family for a year. They didn’t respond to certified mail, email, and there was no ability to call. You pay online or by phone and without being able to access the website, you can’t receive statements for how much you owe if you want to send money in, and you can’t learn where to send it. They do this on purpose so they can send your account to foreclosure with ***** ******** (see prior suits where ** was also named) so they can take a loss for tax purposes but also resell your very small, fractional interest. They put mortgage lates on your credit so you are screwed for YEARS. Per the fair credit reporting act, there are notice requirements. I have phone logs and other mail logs that show that gave no notice of adverse action. They said they would remove negative remarks when I provided call logs proving they never made contact in line with the FCRA and then when I did provide those logs, they went dark until my thirty day complaint window was over at which point they alleged that there were other unreported dates they called me, but they wouldn’t provide those. Year long records show no calls. Now they have taken previously voluntary fees for things like rebooking or banking points and made them into a $230 yearly mandatory fee. On top of this, it’s impossible to use or book your ownership. Run screaming. And, if you’re a victim, keep and eye out for the upcoming lawsuit. They are in violation of multiple federal laws. The company should contact me via email for supporting docs; I have hundreds of pages.

  Business Response

  Date: 04/03/2023

  I do apologize for the website outages. It was not intentional
  and has been corrected. We do see that this owner was able to connect with
  Owner Services by phone on January 21, 2022, to make a reservation for this April.
  While I again apologize for the sporadic website outages, I would have hoped
  the owner would have made payment during this call.
  
  While we never want to have to report anyone late to the credit
  bureaus, we are legally required to report all late payments. Therefore, if the
  owner was late, we cannot remove the notices. Our
  records show payment was made on the owner's website on February 12, 2022, which was past the due date.

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Complaint: ********
  
   I am rejecting this response because it is a knowing misrepresentation in violation of the Fair Credit Reporting Act and the Fair Trade Commission Act. That is, Vistana KNOWS that the reservation department and associated phone attendants in the reservation CANNOT and WILL NOT take loan payments. When the ******** lost access to the website- as many have reported herein on the BBB complaints suggestion as a repeated and ongoing problem yet to be corrected by Vistana- they could not be successfully transferred to the loan department, nor would the loan department receive calls on their own. Hold times were excessive and ultimately calls were dropped either with or without a recorded outgoing message stating that phones were not being answered and to use the website (which we were locked out of, like many customers). 

  To be clear, Vistana knows that a call to the reservation department does not mean that a loan payment can be made. Vistana ALSO knows that the loan department has declined to be available for significant portions of the last several years, as described in SEVERAL BBB complaints. Lastly, Vistana's recent increase in phone support hours supports the contention that Vistana knows that they do not sustain adequate phone capability. In connection with the website problems, it is impossible to know a) how much you owe and b) where to send the money absent available phone hours. An examination of our contract and the associate note also show that the address for mailing a check too is different than what is on the website and therefore, absent the LOAN department answering the phones, the maintenance of accurate records, and the website functioning, no one can make a payment. This is not a new or novel complaint for Vistana, either. There are provisions of the FCRA under which this "bait and switch" falls, as well as the FTC Act. 

  Additionally, the ******** have emails wherein Vistana representatives provide dates that they allege that they called the ******** concerning the late payments, but the ******** were able to demonstrate that on the dates provided they received NO PHONE CALLS from Vistana, including accounting for blocked calls. Prior to this, the ******** had updated their address multiple times with Vistana, for which Vistana claims they have no record. Here, it's relevant to know that the ******** have written proof concerning Vistana's assertions of what their records allege as to when they claim to have called the ********, and the ******** have phone logs that demonstrate that Vistana has maintained falsified records. Pointedly, Vistana claims that perhaps "the calls were blocked," but Vistana also knows that blocked calls appear on the call log, and NONE appear on the dates that Vistana previously alerted that they called. Vistana is required pursuant to multiple federal laws, including the FCRA, to undertake particularlized notice and to maintain their systems such that truly late payments reported as late payments aren't late per the creditor's fault- in this case, the late payments were made due to the severance of service by Vistana and the declination to maintain adequate website and phone presence. This is repeated throughout BBB complaints. Vistana does this in an apparent attempt to drive accounts to foreclosure, likely for financial personal gain and tax advantage. They have previously been a named Codefendant as related to this scheme, in alignment with ***** ******** Title. The ******** were victimized in this way as well, but were savvy enough to at least reverse this portion of the process.

   

  Vistana is making fraudulent and ongoing misrepresentations in violation of a number of Federal and State laws in the multiple states in which they can be haled to Court. Vistana keeps fraudulent records, provably, in addition. 
  
  Sincerely,
  
  ****************

  
  

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

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service 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 star option points good from 1/1/2022 thru 12/31/2022, i tried calling them multiple time the week of 12/19/2022 and 12/26/2022 and the recording said long wait time and they would call me back but never did. finally when i talked to someone in February they said the options expired on 12/31/2022 i told them i tried calling from 12/19/2022 and on and she said that i had all year i should have called sooner. I would just like to be able to use them

  Business Response

  Date: 03/03/2023

  Our office has reached out to the owner directly and provided an adjustment of 13, 425 StarOptions for use until 12/31/24 and owner has acknowledged.

  Customer Answer

  Date: 03/06/2023

  This has been taken care of thanks for your help
  *******
  

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 purchased a timeshare several years ago where we paid $30,000 cash, no financing. We paid our annual dues for several years and when we moved we updated our address. When we last used our timeshare in Maui in March 2022 they asked if we could confirm our contact information but none of it was right. We asked that our correct information be updated and were told it was. We then looked to book a trip for November 2023 In November of 2022 and we’re told our ownership had been foreclosed on. We were in shock as we never had received anything. We offered to pay our dues in November of 2022 but they said it was too late. In speaking with the representative from the foreclosure group they confirmed that they had the wrong primary phone number and incorrect address. They did have our correct email addresses and cell numbers but were never contacted. This was very upsetting as we would have happily paid our dues but we’re never notified of the amount and due date. We have made several requests to find out when our address was changed and how. We have been told that we will hear from a supervisor named Kaitlyn but we have heard nothing in over two months. This has been extremely frustrating as we had the ability and certainly would have paid the maintenance dues and Vistana had enough information to get a hold of us but declined to use those options. All we want is our ownership interest back and we are happy to cover 2022 dues.

  Business Response

  Date: 03/09/2023

  We are sincerely sorry that M/M *******s vacation ownership
  interest has been foreclosed upon by their Owner’s Association for annual maintenance
  fee default.
  
  As indicated on annual billing statement, the Owner’s Association
  has the right to file a claim of lien for delinquent assessments, this lien
  constitutes and encumbrance against your vacation ownership interest which the
  Association may take further action as authorized by law. 
  
  Stated in the governing
  documents; each apartment owner (including each Owner of a Vacation Ownership
  Interest) is responsible to pay the common expenses for his or her apartment.
  The Condominium Association has a lien on each apartment to secure payment of
  that apartment’s share of the common expenses. If the common expenses are not
  paid, an apartment can be taken from its owners and sold by foreclosure.
  
  Review of the account indicates
  a payment history which included past due balances and previous claim of lien
  notifications.  Foreclosure notices were
  sent in accordance with our process including a Pub Affidavit and Posting
  Affidavit. 
  
  It is the responsibility of the
  owners to ensure that their ownership account has the accurate contact
  information through either Owner Services or online.
  
  At this time, the Association’s
  foreclosure is complete.

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  We made a number of attempts to correct our address. In March of 2022 we were at the Westin Villas in Maui and were asked to confirm our address to ensure the system was accurate and it was in fact wrong. We asked that the address be updated to reflect our new address and they confirmed it would be done. Later that week, we sat down for our ownership update at the sales center and they again asked to confirm our address and it was still wrong. We asked that it be updated again. 
  

  We have asked for an audit of when and how our address was changed. We have been promised that they have been working an a response since November but have not heard back from anyone.

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

• Initial Complaint

  Date:02/13/2023

  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.

  We own a timeshare interest in the ****** ********* Ocean Resort Villas North - 2 bedroom lock off, Ocean front, even years. We are supposed to be able to reserve a week at that resort - and ocean front - 12 months before the reservation date. That has worked in the past. However, on Feb 10 midnight Eastern Time this year I attempted to reserve a week starting Feb 11, 2024. I was unable to make the reservation with the reason given that I could only make a reservation 8 months out! I contacted representatives by phone and they agreed the 12 month period was correct but that the web cite has been giving that incorrect info and not allowing people to make a 12 month reservation from time to time. They had heard from other customers/owners of the same thing. I was told to try again the next week - with no assurance I would get a different answer. I was on the reservation form right at midnight so I know the spots could not have all been filled.

  Business Response

  Date: 02/14/2023

  We regret that your desired
  dates of travel in February 2024 were unavailable.  ****** Ka’anapali Ocean Resort Villas North home
  resort reservations may be reserved during your HRRP period (12-8 months) in your
  villa and view type, on a first-come, first-served basis.  With such a high demanded period, there are many
  owners searching the same vacation period and consuming availability.

  In the event that an online
  reservation is unavailability during your Home Resort Reservation Period (“HRRP”)
  for your desired travel date, an online message will convey the next
  reservation window which is the Vistana Signature Network Float Period (8-0
  months).

  While review of your account
  reflects previous even-year home resort reservations booked for the month of
  June in 2016, 2018, 2020, and 2022, we are sorry that you were unable to secure
  an available 2-bedroom lock-off, ocean-front accommodation.

  Customer Answer

  Date: 02/15/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because:  It is nice that they mentioned all of the dates when I was able to book my unit - indicating that I actually know what I am doing.  And I was on the cite to make my reservation when the clock hit 12 midnight EST.  What they did not address is the glitch in their system that results in many people (including me) being told they can not reserve any further than 8 months out - rather than 12 months.  Check comments on the Internet - I am not the only one.  Also, when I talked to their representative they acknowledged a "glitch" that occurs sometimes.  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/15/2023

  We find appropriate online functionality
  for February 2024 bookings during the Home Resort Reservation Period (12-8
  month) for the ****** Ka’anapali Ocean Resort Villas North.  A lack of availability for a designated vacation
  period in the HRRP, will prompt the online messaging for the next available
  reservation window (VSN Float Period, 8-0 months).

  Our office is pleased to
  reach out to Mr. **** directly to review his recent search history which indicates
  one-bedroom results during his Home Resort Reservation Period.