Complaints

This profile includes complaints for Options Travel Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Options Travel Group

  11132 S. Towne Square, Ste. 105 Affton, MO 63123

• 

  Options Travel Group

  24624 Interstate 45 Ste 220 Spring, TX 77386

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:05/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got talked into going to a seminar about getting rid of my timeshare. It was held in CA on 3/13. They have told me that I cannot get rid of my timeshare. They said they had a good rating. I kept trying to cancel my timeshare. I tried to cancel my payment them. I did find a way to get rid of the timeshare. $9298.00.

  Business Response

  Date: 05/31/2024

  Afternoon *************, on 5/8 we spoke with you for the first time since your purchase on 3/14/2024. At that time there was no mention of wanting to cancel or any concerns. On 5/8/2014 your sales director reached out for customer service to follow up with you. We successsfully spoke for the 2nd time since the date of purchase. In which we were notifed there was a chargeback coming through, however you would be dropping it once you recieved your transfer documents. Your file was succesfully processed with no issues and membership setup. I have uploaded the documents and comments from your file. We would like to speak with you regarding further concerns you have and see if there is a resolution. Please contact our corporate office. 

• Initial Complaint

  Date:04/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a retired disabled special forces veteran. I do not succumb to scams so when I say that I was told one thing by the sales reps and am now being told another stating that I was told everything in complete detail at the signing of my contract is a complete and fabricated lie. To question my integrity is an insult and to use one of your own sales reps history as a special forces vet to get me to buy into this exchange is just sickening and he should be ashamed of himself. This place is a complete scam. I never would have paid this company the full amount of my timeshare mortgage had they not told me their intention was to pay off the mortgage and transfer the loan into their company to use as their own. I should have realized that this was a scam when my main sales rep could not answer my questions and continually had to walk away to get answers from his supervisor. I also would not have gone with this company knowing that the transfer would take over 4-6 months as I have looked into doing so in the past and everyone else had told me it would take up to two years. Which is what their "partner" company now tells me due to having a current mortgage (that is not evidently getting paid off) and maintenance fees. Even though I was assured it would only take 4-6 months repeatedly due to what the two sales reps, their supervisor and the lead rep assured me was going to happen once I paid them. Now I have over $15k in credit card debt and still have a time share mortgage I have to pay with nothing in return from them as any form of service. Taking advantage of someone who has a paid off mortgage with a gift card is one thing, but piling on an entirely new mortgage amount onto people is criminal especially taking advantage of disabled vets unable to find work with limited income. This company needs to pay for what they are doing.

  Business Response

  Date: 04/26/2024

  Thank you for bringing this matter to our attention. We are sorry for what you have experienced and we will do everything we can to resolve the issues as quickly as possible. We have submitted your compliant to our director of customer service and you will be contacted. If you have any further questions or concerns, please do not hesitate to contact us at the corporate office.

• Initial Complaint

  Date:04/04/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with their vacation timeshare and travel services has been filled with difficulties that have made it impossible for me to utilize what I paid. Not one person has answered my email to cancel.The system for making reservations is impossible to navigate, presenting a barrier rather than a gateway to planning a vacation. Attempts to seek assistance over the phone have been met with unhelpful staff who have failed to offer viable solutions to my problems. Moreover, every effort to book a vacation has been thwarted by a consistent lack of availability at resorts, leaving me questioning the value of this service.Maintenance fees rise annually without any corresponding improvement in service or added benefits. This situation has become so overwhelming that I have been forced to give up on trying to make any reservations altogether. I need to cancel my timeshare and its up,to this company to keep open lines of communication for me to do so.

  Business Response

  Date: 04/10/2024

  We are not pleased to hear your experinece have not been a success. Options Travel Group customer service has been notified to reach out to you at the number provided on the compliant. We will make all efforts to address all concerns you have, please contact our office.

  Customer Answer

  Date: 04/15/2024

  Complaint: 21531091
  
  I am rejecting this response because:
  
  I am rejecting this response to keep communication open. It's already been difficult to get anyone to respond to me and I don't want to go back to being ignored. I would prefer that whoever reaches out to do so via email so I can have a paper trail of communications. I learned a long time ago not to take anyone from Options Travel Group at their word. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/17/2024

  I wish to retract this above complaint. THANKYOU!

• Initial Complaint

  Date:03/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company Options Travel Group said they would get rid of our time share which they did not. And they also said they would have a membership with them. They said To go to places we want to stay we wood pay only sales tax. So I checked into that because I wanted to make a vacation and they told me that total of the accommopatience We wanted to go to was over two thousand dollars.THEN the Representative presentative that I talked to on the phone.Said that was only for My free week they gave me at the beging.I paid a lawyer That they recommended. a $1000 to get out of our time share and There was nothing happening. The law firm that was supposed to be doing. That is ********** and ******* law firm.Telephone number is **************. I have tried to call the Law firm several times and have not gotten any response From them.Also, I've tried to call option travel. And they told me that they are still working on my timethere to be sold.But now it's been a year and nothing has happened. I also sent **** of America a fraud charge.With option travel group.And sent them a big long letter. Like I am sending you.They charge a credit card to **** of america for 7thousand dollars For me to make payments on To join their program.Which nowhich now I have found out that they're program is a whole lot more expensive.They fooled me with a bunch of Stuff and said They could sell my time share real fast. Yes, but it has not happened. And they also said that I would be making extra money to pay off. That $7000.With **** of America. So none of the representatives have ever called me back to resolve this issue.Have left messages several times with the lawyers. And with the representative of the company that I dealt with.It is putting a lot of stress on my family. Lost my wife a year ago in January.And now we are just asking for help. To resolve this problem, I have talked to a lawyer who told me to try to go through this. Step to see if you could help us resolve.The problem

  Business Response

  Date: 03/18/2024

  Our customer service team has been notified of the compliant recieved. After reviewing the full file in **** we see we were notified via email the client on 1/17/2023 you were having a hard time complketing the process due to ***************** was in the hospital. On 1/20/2023 we were notired from the law firm, fees were being refused to be paid. Our customer service team tried to reach out, but was unsucessful in making contact. To date we have no record of notes on the file after 1/20/2023, until the BBB was received. Our customer service director will be trying to make contact with you again and see what we can to resolve all issues you're having. I have attached all documents we have on file, including the emails showing response from the lawfirm. You can also reach out office at ************

  Customer Answer

  Date: 03/21/2024

  Complaint: 21370800
  
  I am rejecting this response because: the phone number you listed for me to call is not associated with your company.
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/10/2024

  We are sorry you were not able to make contact with the office. I am provided the corporate office number ************. The customer service department would like to speak with you to resolve any concerns. 

  Customer Answer

  Date: 04/24/2024

  I have not been contacted by anyone and cannot reach anyone at the phone numbers provided.

  Business Response

  Date: 05/20/2024

  Options Travel Group was successfull is speaking with Mr. ************************* today. We adressed his concerns and revisited that fact that he can never get a hold of M&N. I gave M&N email address so we are hopeful the client will be able to get the resolution their wanting. Client is to call into our corporate office with any further issues if needed. 

  Customer Answer

  Date: 06/01/2024

  The option travel representative name ********** talk to him and I was still able to look up their resorts. They are still a lot higher than they said Ive been getting emails from them about the resorts to stay in and theyre still 1500 $2000 for a week, which I can do an exchange from my timeshare and it only cost me 249. he told me that some of the resorts you only pay like 249 to 399 which is still not true. Also he gave me a email for the law firm that they were looking at to get rid of my timeshare which is ***** @montgomerylawfirmllc.com which does not work was trying to get my thousand dollars back from them. The phone number he gave for him is ************ and his name is ****. 

• Initial Complaint

  Date:01/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered into a contract with options travel to solve a time share issue which they guaranteed they would get us out of. They have a travel club which we werent interested but they said we would have free membership and no obligation to continue with. They never solved the time share problem and we cant reach them as they blocked our numbers and email. Now we are getting bills for Option Travel membership

  Business Response

  Date: 03/18/2024

  Mr. ***** *********************** we show that your file was referred to M*****N lawfirm back in 2023. The last notes on your file with our office was when we tried to make contact by returning your call on 4/3/2023 but we were unsuccessful. We did make contact with you 6/13/2023 which I show we helped locate your deed and we emailed it to you. After this we do not show any contact has been made to our office. We would like to speak with you regarding your file to see how we can help. The invocie you're recieving from ********* is for your Preimer Options Membership, this can be cancelled if you wish not to use it any longer. I have forward your compliant to our customer service team, someone will be in contact with you soon. 

  Customer Answer

  Date: 05/17/2024

  I am still trying to get out of my contract with Options and I have not heard from the company.

  Business Response

  Date: 05/20/2024

  We understand the frustration with no hearing a response on your file. Your transfer shows to be with M&N. We have requested a status update with M&N and will relay the message back once recieved. Please in the mean time reach out to our customer service team at ************

• Initial Complaint

  Date:01/22/2024

  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.

  The company deceptively uses spoof phone numbers and harasses me by telemarketing me in violation of Federal law.

  Business Response

  Date: 05/20/2024

  Options Travel Group is sorry you were contacted. To date we do not see you in our system. I have added you as a contact with first and last name only and it's logged as a Do not call. If you have any further issues directed straight to Options Travel Group calling you please contact our corporate office at ************

• Initial Complaint

  Date:01/08/2024

  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.

  ******* (would not give his last name) called and was incredibly rude over the phone. Insulting even.

  Business Response

  Date: 01/05/2024

  ******* (would not give his last name) called and was incredibly rude over the phone. Insulting even.

   

  We are very sorry the conversation you had with one of our employees was handled in this matter. We want to apologize and let you know the situation has been taken care of and will not occur in the future. We have also noted your file to not be contact in the future. If you have any questions, call our corporate office. 

  Business Response

  Date: 01/17/2024

  We are sorry for the for the customer service you received on the phone call. We want to assure you this incident will not happen again and we have handled the situation in our office. 

  Customer Answer

  Date: 01/18/2024

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

• Initial Complaint

  Date:12/21/2023

  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 received a call from Options Travel to attend a timeshare update meeting at the Sheraton in ********. Just for something to do as we attended for the free gifts as we had already upgraded our timeshare.On January 26, 2023 we met with ************* at the Sheraton, they advised us they were not a timeshare, but a vacation club. They asked about our timeshare and if we wanted to get out of it. I told them I had been out of money by someone regarding my timeshare and I was ***** due to that experience. They went on to tell us for $7,295.00 they could get my name off of our timeshare. We would be members of their vacation club, they were going to pay for the 1st year and thereafter we would only pay if we were going to use it that year and we could go on vacations for $299 - $499 per week for as many vacations as we wanted. We were advised we could share our login and password with up to five (5) family members or friends. On 3/1/2023 I received a Congratulations email with a link and our username and password. I tried to get onto the site. I tried everything they told ,e tp do. Used Internet ********* ****** Chrome on my computer, on my tablet and went to the library to no avail. We just want our money back or our names off the time share as promised. If not I will keep my time share and they should issue a refund.

  Business Response

  Date: 01/08/2024

  We have been in communication regarding the clients issue starting 2/21/2023. Client called in stating she was having issues logging into ther membership site, if she didn't get help she was going to cancel. Same day, 2/21/2023 customer service was successful in logging into her account and contacted the client via phone she was at the doctor, but would return our call. Same day, 2/21/2023 we recieved a chargeback notice, responded and won the chargeback on 3/8/2023. In between those dates which you will see on the attached documents from her file we still continued to help the client with any login issues she may have. We contacted the membership IT department and IT had somesone reach out to her. Her file shows we were notified after speaking with someone on their *****- toll free number, they were succesful in helping ***************** get logged in by using a different computer. Many months later 10/2/2023 we spoke with ******************* only her request was a follow up on her timeshare. and now 1/5/2024 we have been notified of a compliant. Also, attached is the login resport from the Premier account. We would like to resolve any issues still pending with *******************. Our customer service department has been notified and will follow up with the client to resolve any issues. 

  Customer Answer

  Date: 01/20/2024

  Good morning,

  My apologies my work schedule is crazy. I received correspondences from Options Travel and a letter from the attorney requesting payment to proceed with removing our name from the Timeshare. My position is if they remove our name from the time share within 6 months and provide the one year payment for use of their vacation club which we could not use because we could not access the site. The matter will be resolved. Please advise 

  Rose

   

  Business Response

  Date: 03/18/2024

  ****************, the agreement you're trying to arrange would be with M&N and not Options Travel Group. The lawfirm is who is handling your case. We would like to still speak with you further please contact out corporate office at ************. We will also contact you as well. 

  Customer Answer

  Date: 05/06/2024

  I will send all documents but just want confirmation that if they don't get our names off the deed we will be refunded. And how much time are they allowed because I will have to continue to pay the maintenance fees.

  Business Response

  Date: 05/20/2024

  We can not make agreemens for M&N which is the lawfirm you were referred too. But, we will do everything we can to make sure your process keeps moving along. You do need to send M&N the necessary paperwork they are requesting to move the process along. If you have any further questions please reach out to our corporate office at ************.

  Customer Answer

  Date: 05/21/2024

  I emailed from my phone just a few minutes ago

  Customer Answer

  Date: 06/04/2024

  I have gone on their site  the places that are $299 - $599 for the week has no photos of the places. no reviews The ones that have photos are three (3) times the price I pay with my time share.  PLEASE CAN I GET SOME OF MY MONEY BACK !!  We paid over $11,000.00 for our time share and paying them $8,000.00 to get out of it is ridiculous. I am sorry but they are really a rip off.  I have legitimate timehare exit firms that advised me they sell your timeshare and keep their fees and if any proceeds are left they go to us. They give you a few days if you want to change your mind and did not answer any of my calls until after the time period!!  

  Business Response

  Date: 06/12/2024

  *******************,
  Thanks for taking the time to speak with me regarding your concerns with M&N and your travel needs.  Please reach out to me when your feeling better and have a few minutes to speak, I look forward to hearing from you and have a great week. 
  Best Regards,
  Director of Customer Relations

  Customer Answer

  Date: 06/21/2024

  Good morning,

  I have been responding to Options Travel and I included you in the correspondences. As you are aware we paid them the money to get us out of the time share, we paid their lawyer ********** Law their fees and if you notice in the emails of June 12th. Options wants an additional $1,000.00 to get our names off the time share. Please be advised I just had major surgery, but I am trying to proceed in a timely manner, I am waiting for a call back from ********************; therefore, I will reach out to him today and include you in the correspondence.

  Thanks in advance

   

• Initial Complaint

  Date:07/05/2023

  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.

  Went to a timeshare seminar7/27/23 was promised an e-mail gift $50 gift card and a week vacation. Have neither and will not answer phone

  Business Response

  Date: 09/12/2023

  Please See Attached

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/26/21, I signed up for timeshare properties exit process with Options Travel Group. We were supposed to send documents to the company when they asked, we signed an agreement to transfer the deeds to them, we paid ****** for this service. We heard nothing until 12/08/21 when a lawyer emailed us and said they were taking our case. we sent all documents, signed all contracts by 01/03/22. On 03/28/22 the firm sent a letter to **************** Vacations asking them to end our contracts with them. There was no response to this. I waited as they asked until 12/26/22 and then asked what the next step was. I got a response 02/15/2023 that **** was not good to work with they would not respond, would not negotiate with them. They did not have any further steps to take or they did not tell me of any further steps they would take. On 05/10/23, I asked that they no longer represent us. The lawyers are ******************** later known as ********** Law firm. Based on what we signed in August 2021, we are not not sure that we can work with **************** Vacations directly to get out of our timeshares since we signed transfer agreements. But nothing has happened to the contracts and it has been more than 365 days since we signed them, so I think they may not be enforceable. Otherwise, we have no option but to go back to the law firm and continue to pay maintenance fees at ******* per year.

  Business Response

  Date: 09/18/2023

  Case # ********

  Customer Information:

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

  604 Coralwood Ct

  *********, TN 37663

  Daytime Phone: ************

  E-mail: *********************  

   

  We have verified that as of 05/11/2023 the Holiday Inn transfers have been closed with ********** & ******* per ****************. We understand that during the 18 months the client was not able to get out of their timeshare and is still paying a mortgage.

  Options Travel Group would like to discuss the clients options by sending their case to a different firm at no additional cost. As mentioned in their complaint due to a mortgage being involved the Horizons program to get out will not be an option.

  Please contact customer service to see if we can come with a solution to assist with this matter.

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

   

   

  Thank you,

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  I have sent a detailed response in the above attached file regarding the insufficient response from Options Travel.

  I believe that I mistakenly hit cancel so this is my second response to make sure it went to you  however it is the same response in the attached file

   
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 01/13/2025

  This response is to serve as the client and Options Travel Group have come to an agreement of terms. Client has been refunded by check and their membership will be active as long as they would like to use it. We would like for this compliant to be resolved and satisfied at this time.