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.

close

Find a Location

Vistana Signature Experiences has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vistana Signature Experiences

  9002 San Marco Ct Orlando, FL 32819-8600

• 

  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

• 

  Vistana Signature Experiences

  15620 N. Clubgate Drive Scottsdale, AZ 85254

• 

  Vistana Signature Experiences

  1100 W. Grove Parkway #100 Tempe, AZ 85283

• 

  Vistana Signature Experiences

  PO Box 204491 Dallas, TX 75320-4491

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:11/03/2022

  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.

  Similar to others, we were vacationing in Maui in Aug 2019, when we were offered a seemingly wonderful return offer for $1594 through a Vistana Encoré package. As a young couple, we were excited at the opportunity and soon booked our return trip for August 2020. Then the pandemic hit, and it wasn't safe to travel. We inquired about refunds and options as we had invested in this opportunity. We were told refunds are not an option, but we could reschedule or use them at other********* venues. We decided to reschedule our trip for a future date, and we booked out again.. And, we had to postpone again, due to the continued outbreaks. Recently, I called Vistana due to a personal and unforeseen situation we cannot travel and keep our rescheduled date for 2022. We were told the trip we paid in full must be used in Dec 2022 or it will be lost, no refund, and no ability to reschedule. When I asked about using the funds at another********* this was also no longer an option, and we should have never been told it was. As a young couple who doesn't vacation frequently, we are deeply disappointed at the misinformation we encountered, and this predatory process. Especially considering the ongoing pandemic and current economy. What a strange way to alienate paying return customers, and miss out on potential earnings. We didn't even require a refund, just the opportunity to reschedule for 2023. Please do better.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/11) */
  We are sorry the pandemic prevented this guest from being able to travel in 2020. These packages are traditionally sold with a 12-month expiration. We understood the pandemic prevented guests from traveling so we extended the expiration to give guests additional time to vacation. We understand there was an unforeseen situation that prevented them from being able to travel earlier in 2022, but there is still time and availability for the guest to secure dates this year. We cannot extend the expiration as there are a set number of villas available for these packages. If we continue to extend the expiration it takes inventory from other guests who also have packages.

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 51,700 EY but the value of points was never explained to us. We were led to believe that 51,700 would give us 2-4 weeks of vacation every year! I was later informed that 51,700 is one of the SMALLEST packages that ******** has to offer.
  The signing of the paperwork was totally rushed and never explained properly by the finance manager or both salespeople. When I tried to ask questions, She told me to refer to the handwritten layout she gave me and it was all explained to us of which it was not. Very deceptive tactics and misleading information of which is not explained and rushed. The closing was rushed. We were not told about any rescission period. Not allowed to read the contract. The QA started by telling us the contracts covered the same thing we had discussed with the sales rep so they would move quickly through the papers. We tried asking questions but were brushed off.
  With this she smiled and said that she is giving us double our points of 51,700 up front and we would have 103,400 points to use until the 2024 merger is finished and we start payments. She also sweetened the deal by telling us we can use the points starting on June 12th, 2022 of which we were informed as of that date by ******** we could not use these points until 2024. We tried reaching her in June to have her help us book a vacation for us as she stated she would do when she gave us her personal cell phone number and business card along with her manager's cell number and business card. She took a long time to respond and then told us we need to get a hold of ******** to have them help us. We also texted her and she gave us excuses about her health or family problems and could not help at the time. The whole misleading practice of having us believe we could vacation in June and go where we wanted to go was not true and I was told this again from ******** Customer service. I was told I don't have enough points and that I could purchase more points at a later date if interested
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 9, 2022/11/16) */
  Thank you for allowing an opportunity to review Mr. *******'s complaint regarding his April 20, 2022 purchase of Sheraton Flex Vacation Ownership. We sincere apologize for his dissatisfaction.
  After review with our sales team and examination of documents associated with his purchase, it is our determination that the sale was appropriately facilitated. All disclosures and terms of purchase exhibit the owner's signed agreement (including the 10-day cancellation period). The amount of points purchased would be determined by an owner's desired vacation use and agreed upon purchase price/terms.
  
  Regarding Mr. *******'s sales interaction, we are disappointed that we did not delivery a more responsive and favorable experience. We typically hear positive reviews on the engagement between our owners and sales teams, so the lack of response indicated is very disheartening. Although owners may reach out to their sales executive, Owner Services is oftentimes the first point of contact for product information as well as account transactions.
  
  We reflect the owner's contact with Owner Services in July wherein the owner was provided information surrounding use of his ownership, bonus StarOptions and website information (***************) for access to further information and online transacting.
  
  Although the first year occupancy of the ownership is 2024, the owner was given 103,400 bonus StarOptions as a first day purchase benefit. The bonus StarOptions were available as of the posting date of June 5, 2022 and do not expire until December 31, 2024.
  
  Please know that it is certainly our goal to assist all owners with delivery of the benefits of your vacation ownership. While we are empathetic to their concerns, we find no evidence to support cancellation of their contract.
  
  
  Consumer Response /* (3000, 11, 2022/11/18) */
  (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 Sheraton. 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.
  
  The signing of the contract was extremely rushed. The QA started the conversation that the contracts covered the same thing that had been discused with the sales rep so he would move quickly through the documents. When we tried to ask some questions the QA just brushed us off and did not slow down to explain what was signed. The closing tok 15 minutes at most.
  
  None of our other issues were addressed. We were told we would receive a special deal for that day. Told the price we would get was way chaeper than what the points wee actually going for. Not true. Told we would not have to pay any maintenance fees until 2024 and would get 103,400 bonus points. Not true.
  
  We were told we could refinance the loan to lower our mortgage payments. The banks told us no. We were told we could sell the ownership back to ******** at ANY time. That is not true.
  
  WE were led to believe the 51,700 EY points would give us 2-4 weks of vacation every year. This really only equaled 1 week.
  
  Told that we would earn enough reward points through the ******** CC to ofst all our fees. Were told not have to pay any fes until 2024 because that was when the merger with ******** would be finalized.
  
  We fel the multiple misrepresentations provides the necessary evidence to support our request for cancellation of our contract.
  
  
  Business Response /* (4000, 13, 2022/11/19) */
  It is the responsibility of the purchaser to review documents associated with their contractual obligation which they sign their agreement to. Receipt for Vacation Ownership Documents indicates receipt of your documents at the time of purchase. The annual assessment requirement is not only disclosed on the Purchase and Sale Agreement, but also on the Vacation Ownership Use Notification. The Bonus StarOptions Disclosure Statement conveys the terms and conditions of Bonus StarOptions, which have been posted to your account since June 2022. Although financing is offered for eligible qualified purchaser's, independent financing is at an owner's discretion. The Purchaser's Acknowledgement conveys the owner's understanding that they may sell or transfer their vacation ownership interest but they must do it themselves because the seller does not offer any resale program or service of any kind. Owners sign their agreement that their vacation ownership interest has a designated number of ownership points or home options which they may use to reserve vacation periods. The use of home options will be governed by the reservation rules for the Flex Vacations Ownership Plan. Reservations in the Flex Vacation Ownership Plan are confirmed on a first come first served basis, subject to the reservation rules, the number of points required to reserve a particular vacation unit at a particular resort property, and the type of vacation ownership interest owned. Owners vacation ownership interest does not guarantee access to a specific resort, unit, or season. Enrollment for a co-branded credit card is offered for qualified applicants, according to their terms and conditions. Our position remains unchanged and we respectfully decline the owner's cancellation request.

• Initial Complaint

  Date:10/29/2022

  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.

  On August 2nd, 2022 my wife and I purchased a time share at the Westin in St. John's via Vistana. At the time they told me that I had until October 4th to pay the loan off via my ******** Credit Card thereby getting approximately 30,000 ******** points. Unfortunately when I logged into my existing Vistana account this agreement was not shown in my account due to the fact that when I purchased the property they listed it as David J Panzarella vs. David Panzarella. I tried to contact Vistana several times prior to October 4th to get this issue corrected however they were closed due to Hurricane Ian and therefore never responded to my repeated requests. Given the above I think it is reasonable to allow me to pay the full amount of my loan via credit card and therefore earn the ******** points.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/11/01) */
  From: F********, Ray (MVCI)
  Sent: Tuesday, November 1, 2022 9:42 AM
  To: ******************
  Subject: MVW Executive Office
  
  Good morning Mr.***********,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau regarding paying off your existing mortgage balance using a ******** ****** credit card.
  
  New purchasers do have the ability to pay off their purchase using a credit card prior to closing because at that point our sales department can convert the sale to a cash transaction. However, after the closing has occurred, the mortgage note is put into effect and from that point forward financial services will not accept a payoff using a credit card. The reason financial services does not allow large balance payoff's using a credit card is because owners have up to 6 months to dispute the charge, and this has left the organization in a precarious situation in the past.
  
  I understand and appreciate the fact that you were hoping to earn ******** ****** points as a result of paying for your purchase using a credit card. To that end, I will agree to deposit 30,000 ******** ****** points into your account on the condition that you pay off your loan via check or electronic funds transfer. Financial Services will assist you with arranging your loan pay off. Please contact them when you are ready at 800-743-7654 or 407-903-4700. Once you have paid off your loan, simply respond to this email and at that point I will arrange for the points to be added to your ******** ****** account.
  
  Thank you,
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY

• Initial Complaint

  Date:10/12/2022

  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.

  We are confused as to why Vistana rescinded the offer they presented. They are spending more
  time than necessary sending us threatening letters about canceled reservations that we couldn't
  make when you've notified us of your deed back program. Stating we were never supposed to
  receive that Deed in Lieu notice is irrelevant now; we are aware of the program and will only
  entertain conversations revolving around giving you back this deed. We have exhausted many
  communications expressing our disappointment in Vistana and how we felt that you misled us. If
  paying the maintenance fees owed is the final step toward qualifications for the program, please
  let us know and send us a confirmation addressed to us so there's no question of mistaken mail.
  The cat is out of the bag, and you should be grateful we only want to use it for our benefit. The
  deed is yours whenever you send us that confirmation.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/23) */
  Considering that Mr. and Mrs. ****** have been ********** Resort owners since May 2006, their desire to exit their ownership is regrettable.
  
  Despite their ongoing disappointment, there is no resale program available for ********** Resort. Our Resale Operations team maintains a registration list of owners interested in exiting...should a program become available in the future. Owners can reach out to Resale Operations Team at ***************************, or via email at [email protected] to register their interest.
  
  Owners may also sell their vacation ownership interest on their own or through a third party. If owners do seek out third party resale, they should be mindful of such companies requiring upfront fees. Owners are encourages to reference ************ for resale tips and references.
  
  As previously shared with the owner, Financial Services communicated a deed in lieu offer in September 2021 which was sent in error. A retraction letter notification was then sent conveying that a deed in lieu is not an option for ********** Resort Condominium.
  
  In review of their account, several owner communications with Owner Services and Board Relations are noted surrounding their request to exit the ********** Resort ownership. Additionally, the account reflects a past due status for 2021 and 2022 annual assessments which would result in collection efforts (including written notification and denial of use) on behalf of the Owners Association.
  
  I regret that I do not have a remedy for exiting the vacation ownership, however if the account is brought current prior to the 2023 billing date, I would be pleased to offer assistance with replacement usage through Interval International for the expired 2021 use year. Additionally, I would be agreeable to provide StarOption banking past the deadline for the 2022 use year if the outstanding balance is paid by the 2023 billing.
  
  The owners may contact me directly if they wish to pursue my offer for replacement usage and StarOption banking.
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept the response from this business in any way. Yes they have responded back to us previously but,they are continuing to ignore our concerns. If they are able to offer other owners a way out,then they can do so for us as well.
  They sent us this offer and then took it away,any other business would honor this as it was their mistake. If our specific timeshare was going to be one where we would be stuck in this situation, then we should have been told this. We cannot sell this on our own so we have no way out as of now.We should have been given an option to sign a contract where other owners are easily given a deed-in-lieu offer.This is something that this company can process and they need to let us know how we can proceed with this offer we were already given
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  Although Mr. and Mrs. ****** are not satisfied with our response, their concerns have been taken seriously and appropriately reviewed. We apologize that we are unable to provide their sought-after exit.
  
  The ******'s dissatisfaction with their ownership is certainly regrettable. As previously conveyed, we do not have a remedy for exiting their vacation ownership. As disclosed in documents associated with their purchase, there is no rental or resale program. Although we would like to provide the owners with a remedy, ********** Resort is not registered for a resale or deed-back program. In the event of a future program, the owners' interest has been registered.
  
  Despite their ongoing dissatisfaction, our position has not changed.

• Initial Complaint

  Date:09/23/2022

  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.

  On September 20, 2021, we received a letter dated September 13, 2021 from Vistana Portfolio Services, Inc., 1200 Bartow Rd., Ste. 14, Lakeland Fl 33081 requesting signing of enclosed documents as follows: A signed and notarized warranty deed, a signed and notarized Deed-in -Lieu of foreclosure agreement, a signed General Release. We completed all documents as requested and returned them with a return envelop and our email for a copy of the recorded deed on September 20, 2021. All signed documents were received by Vistana with the returned receipt signed by SANDY S*******. Having received no response, we sent a letter to them with copies of all above documents and advising them we are receiving property tax bills and again requested a copy of the recorded deed on May 23, 2022. Still, no response. I have checked with the Riverside California Recorders Office and was advised no deed has ever been recorded. The account number with Vistana is 18-01-410980 (***********. Copies of all documents and return receipt are available. We are in our 80's and this has been a terrible strain. All we want is what they do what they contracted to do, record the deed. I hope you can help us.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/27) */
  A member of our corporate Customer Advocacy team has emailed Mr.********* directly to provide him with an update of his Deed in Lieu of Foreclosure transaction. If Mr.********* has any further questions or concerns he is welcome to contact our office at 800-860-9384.

• Initial Complaint

  Date:09/13/2022

  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.

  I am a Sheraton Vacation Club owner and have been for more than 15 years. On 08/16/22, I reserved a two-bedroom lockout at Sheraton Vistana Resort. However, the representative that made the reservation for me over the phone placed my reservation at the Sheraton Vistana Villages. It was not until I retrieved a voicemail message on 09/13/22 from a Marriott Vacation Club rep to confirm my reservation at the Villages that I realized the reservation had been made at the incorrect property, as I did not receive a confirmation email upon reserving. I spent 2 hours on the phone trying to come to a resolution, only to be told by SVC that there is no availability for a 2-bedroom lockout at the Vistana Resort, and that in no way could I be accommodated, and it would be my responsibility to call every few days to see if a unit becomes available. I even attempted to use my available week for this nightly reservation, and was still told nothing was available. And to keep calling back to see if anything changes. Unacceptable, when I have made adequate prior arrangements, but the Marriott representative screwed up. It is Marriott's job to foster customer retention. Not the customer to resolve a business' mistake!
  
  I have family traveling from the several states along the east and west coast to meet in Orlando, and this is totally unacceptable. Service with the resort has been so disorganized since the acquisition and the owners are absorbing the blows. This is not how you treat longstanding owners, or any customers. Even without any type of resolve, SVC still managed to attempt to sell me another add-on vacation, without being able to get my primary vacation correct. Very disappointing.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/09/22) */
  We certainly appreciate the many years of ownership, and are sorry to read of the concerns with the reservation. One of the benefits of ownership is being able to exchange inventory through a third party company to secure locations other than where the owner owns. In this case, the owner exchanged through this third party company. Due to the owners concerns, we contacted the company and they stated the reservation was made online through the owners login. While the resort is not currently available, the owner can periodically contact the exchange company to see if the location does become available.

• Initial Complaint

  Date:08/26/2022

  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.

  On March 8, 2019 I attended a Vacation Club presentation at the ****** Resort & Spa, Cancún. At the conclusion of the presentation a 4-night package for the ****** *************** Resort was introduced for purchase, which I did (Pkg # *********). By November 2019 paid the package in full ($1,994.00) and on 1/16/2020 I made a reservation for the ****** ********* for 5/2/2020 - 5/6/2020; however, on 4/2/2020 our trip was cancelled due to COVID. On 10/12/2020 I made another reservation for 12/1/2020 - 12/5/2020 but on 11/16/2020 again due to COVID our trip was canceled. I received numerous calls to rebook travel after the cancellations, I explained I was unable to do so due to travel restrictions and employer protocols for travel outside the US. During one call I asked if options were available within the US, on 10/21/2021 the representative advised I could select FL (Orlando) or AZ (Scottsdale). On 7/27/22 I called in regarding availability and spoke with Andy who indicated he needed to obtain approval from a supervisor before he could book such travel, he stated he would call me back. I called back a few days later for an update and spoke with Charles who said Andy was working on it but it takes time to get an answer. On 8/22/22 I called back and spoke with Ruthann who stated she saw the notes in my account regarding the US options on 10/21/21. She mentioned she was checking with her supervisor and would be back to me by the end of the day. I told her if I didn't hear back, I would not be calling back to follow-up again, I would file a complaint for resolution. I no longer have trust that my account will be handled properly and seek a full refund for the vacation package.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/30) */
  This promotional package comes across in our systems under the name ***************. On March 8, 2019 Ms.******** purchased a discounted promotional package to return to a Westin vacation ownership resort in Mexico. The original expiration date for this offer was 18 months from the date of purchase or September 8, 2020. As a gesture of goodwill, due to the COVID-19 pandemic, our organization extended Ms. *******'s promotional package by an additional 21 months, expiring on June 8, 2022. Respectfully Ms. ******* has had more than three years to take advantage of her promotional package.
  
  In October of 2021 our promotional package office did offer an opportunity for Ms. ******* to utilize the package at a different vacation ownership resort in Florida or Arizona; however, Ms. ******* declined the option at that point in time and would not commit to travel dates. We did not hear back from Ms. ******* until July 2022. At this point the package has expired. The reason we cannot extend the package or refund her purchase price is because those funds were used to secure inventory at our Marriott Vacation Club resorts for the purpose of providing accommodations specifically for this offer. Our organization has been very flexible in light of circumstance's related to the COVID-19 pandemic by more than doubling the expiration window.
  
  While travel is a personal choice, our Marriott Vacation Club resorts have been open for the past 3 years and welcoming guests each day. We also have enhanced housekeeping procedures in place to help keep our guests safe.
  
  For the reasons explained above we are unable to refund or extend Ms. *******e's promotional stay any further.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My last name changed from******** to ********* in August 2020. In October 2021 I did not decline the Arizona or Florida options, this option was provided during the call. The representative told me she was going to email me her direct contract information so I could work with her directly when I had travel dates in mind, I did not receive that information. I've tried to use my package and was unsuccessful on numerous occasions and did not have success obtaining information on the US travel either.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  Our records indicate that we reached out to Ms. ********* several times during the 3 year term that she was able to take advantage of the promotional stay offer. At this juncture we may only reiterate that the offer has expired and we are unable to reinstate it as the funds were applied to unused villa inventory that was set aside for use in the past.

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are looking to received $1295 73 for maintenance fee's since the account went to foreclosure.
  Also they foreclosure the property and are reporting as I still owed a balance on my credit report.
  Please update the balance on my credit report.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/19) */
  A member of our corporate Customer Advocacy office has contacted Mrs. ***** ***** and explained that we do not report negatively for unpaid maintenance fees. We also explained that their is a significant delinquent balance on her loan and since her loan is considered a real-estate mortgage we are required to report any delinquent payments to the credit bureaus.
  
  Mrs. ***** ***** is encouraged to respond to Customer Advocacy directly if she has any further questions or concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept this resolution Because they can't report a balance owed on my credit report if they foreclose a property.
  When a property goes to foreclosure they show write off the balance owed and don't report any balance.
  They are reporting I still owed a balance even after they foreclosure the property.
  I shouldn't be owed anything if they sold a property on foreclosure.
  My balance should be $0.
  They are correct putting the account as in foreclosure status on remarks, but can't report a balance, because it should be writing off to $0.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  Mrs. ***** *****' ownership interest has not gone through the foreclosure process yet. Currently her foreclosure is pending. At this juncture we may only reiterate that Financial services follows strict guidelines that are defined by the banking industry. We must follow debt collection rules consistently as a financing company.

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While vacationing in Maui in Jan 2019, we were offered and accepted an invitation to attend a presentation on becoming possible timeshare owners with Vistana. We were offered a great return deal for $1595 Vistana Encoré package. We were excited and soon booked our return trip for March 2020. Then the world shut down due to the pandemic. We were told unfortunately regardless of the situation they would not be giving out any refunds PERIOD! They offered to allow us to extend/ postpone our trip for a future date. We were also told not to worry because our reservations were good at any of their locations not just Maui.
  We have had to postpone due to the continued outbreaks, we will be traveling with our small grandchildren and do not want to risk their health or ours for that matter. Recently I advised them we will not be able to take any trip due to a dibilitating injury I suffered, these are my doctors orders. I have been told I have until Dec 2022 to use my trip or I will forfeit it. They also advised me I cannot use it at any other location and should've never been told that I could! The misinformation is unacceptable. All other companies I.e. airline, car rental etc have agreed to refund/credit me. At this point I am requesting a refund for a trip I cannot take due to the global pandemic, which others have been given.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/16) */
  We appreciate the opportunity to respond to Mr. ********'s concerns regarding his Encore package purchased in January 2019. We are sorry for his expressed dissatisfaction and extend our sincere apologies. The last two years have certainly been unprecedented. We regret Mr. ********'s personal circumstances which have prompted his request for a package refund.
  
  Understanding the impact of Covid on vacation travel, the Encore package was initially extended to July 2022 (from the original expiration date of July 2020. An additional extension was granted to allow Mr. ******** to secure a September 2022 reservation (waiving all fees).
  
  While we regret any misunderstanding, the agreed upon package terms and conditions indicate that the ****** *********** Resort is the resort destination associated with this offer. Unlike airlines and hotels, vacation ownership availability is tied to specific (deeded) inventory and therefore we are not agreeable to provide a refund of this non-refundable package purchase. As a gesture of goodwill, we are extending a final package extension for travel until December 30, 2023.
  
  For reservations, we encourage requests to be submitted as early as 10 months prior to the desired arrival dates to maximize opportunity to secure availability for this resort destination.
  
  Again, thank you.

• Initial Complaint

  Date:08/11/2022

  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.

  We purchased a timeshare promo package in Sep 2021. We responded to an offer for a 6 day timeshare in Maui which includes rental car. The original offer was for a studio room which we were told does not accommodate our family of 6. So we were upsold to a new package to accommodates our family size. We received confirmations by email from "Westin" showing a 2 bedroom villa and rental car after Vistana Signature Experiences knew our family size after after collecting our full payment. We booked our airfare on ****** Airlines early as we are budgeting for this trip. Traveling for a family of 6 is hard, and now Vistana made it harder and more difficult with their bait and switch. I'll explain below. First, I want to point out, I've learned this bait and switch deception is common for Vistana as they have over 211 complaints with BBB. How is their BBB rating A+ as an uncredited company with more complaints than some Fortune 500 companies? Odd at best! The problem we now face is trying to book the rental car. We now learn the only option for the package sold to us is to book an intermediate $185 intermediate size car with ****. This does not accommodate 6. After calling **** I was told that would be illegal for us to drive off the lot with 6, not to mention we could never fit 6 people and 6 suitcases, in a medium sized car with only 4-5 seat belts. **** also said they have no vans available to rent even if Vistana covered the cost of the additional expense to cover a vehicle to actually accommodate 6 people with 6 suitcases. Upon contacting Vistana they took no responsibility for fixing the problem they caused. Their response was to offer a full refund but take no financial responsibility for the problem they caused. They pointed me to "fine print" which does not comport with the package they sold us. They explained that WE should be financially responsible for THEIR bad practices. I explained I would be contacting BBB, FTC & FL AG. I spoke with a sr. mgr. named Belle E.
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Our organization offers highly discounted promotional packages to qualified guests in order to promote the******* Vacation Ownership Program.
  
  The package that Mr. **** purchase in September of 2021 is valid for a 5 night stay in a two bedroom luxury villa accommodation at The******* Nanea Ocean Resort Villas. Mr. **** paid $1,499 for the package and it does include a rental car as part of the offer.
  
  If Mr. **** were to rent the same accommodation at our resort during his December travel dates, the associated cost would be $6,415.62. We mention this point to emphasize the great value of the promotional package offer. The reason we are able to provide this package to Mr. **** at such a low rate is because the cost of the stay is subsidized by our sales department. Attendance of a 90 minute sales preview is required as part of the vacation package.
  
  Respectfully, the promotional offer does not guarantee Mr. **** a large SUV or minivan. The rental car incentive tied to the promotional offer is for a mid-size vehicle. We understand that Mr. **** has a large family. With that in mind Mr. **** is welcome to rent a second car, or work with the rental car company directly to see if they will assist him with arranging an upgrade.
  
  Our organization is prepared to cancel and refund Mr. ****'s package as an alternative solution. If Mr. **** would like to proceed with cancelling his stay he is welcome to call our promotional package office at 800-872-5410.
  
  Under no circumstances will our organization agree to compensate Mr. **** for his large vehicle requirement. Mr. **** has been offered alternative incentives in lieu of the car rental voucher including a stipend of Marriott Bonvoy points or a resort credit.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In summary, your response is, we offer highly discounted vacations, subsidized by our partner organization, and the **** family should be happy about the great discount not complaining, that is why Vistana will do absolutely nothing to fix the problem which comports with deception more than a means of doing Better Business.
  
  You've offered absolutely nothing and take zero responsibility for your mistake (at best) or deception (at worst). As I've said repeatedly, we booked our airfare and it is non-refundable. It's not funny to suggest you can make our situation worse than you already have done to us.
  
  Vistana selling us a rental car we cannot use is not right to any reasonable person. You justified a higher fee, sold it to us, all to accommodate our family but you then continually and intentionally chose to not provide full accommodations for the size of our family. That should not be difficult to understand.
  
  I hope you choose to respond again more professionally with attention to being a Better Business. We are not to blame, so stop blaming our family that responded to your bait and switch offer. This response and future responses will be included to FTC and FL AG. I expect it will take another 3rd party for Vistana to actually understand their responsibility for their bad business practice.
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  At this juncture we may only reiterate that we will not agree to provide Mr. **** with compensation in the form of a rental car upgrade as this was never promised, and it was never part of the promotional offer. Any further complaints from regulatory organizations will be responded to in a similar manner.
  
  We consider this matter closed.