Complaints

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:05/21/2024

  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.

  We received a card from **** saying we were invited to attend a travel adventure show. And that for going we would receive a four or five or seven night cruise for two adults on all major cruise lines and also complementary airfare plus $100 in dining savings card for TG Fridays, and black steakhouses. My husband and I have sat through the meeting and we were told at the end of the meeting that we would receive our gifts that evening via email. It has been a week and we have received nothing. They do not answer our calls and they do not call us back . They were very upset when we told them that we were not interested and purchasing a timeshare. And when asked prior to the meeting, we were told it was not a timeshare. No money had actually changed hands. Its just the fact that they are scammers.

  Customer Answer

  Date: 05/21/2024

  All of our correspondence had been through messenger, which I have included above. I have called the office and have tried to speak to somebody to no avail . The Travel adventure showcase was done by zoom

  

  Business Response

  Date: 05/23/2024

  Thank you for contacting us regarding the complaint submitted by the *****************************. As soon as we received her complaint we immediately attempted to contact ******* to assure her she would receive the certificates asap.

  She was not able to pick up our call so we left her a message. The message also stated we would follow up to make sure she received both certs. We were able to speak with her the next day and she informed us she had indeed received the certificates.
  
  We send out hundreds of these certificates weekly and apologized to ******* for any confusion that *** have occurred on our end. We appreciate ******* informing us of her concerns and are very happy to resolve this to her satisfaction.
  

  
  

  Customer Answer

  Date: 05/23/2024

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

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising 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.

  On May 13, 2024, I received a mailer inviting me and my spouse to attend the 2024 ****************** Show and in exchange for our time we were committed to receive a Cruise Certificate for Two Adults for a 4, 5, or 7 Night Cruise on a major cruise line with Round trip Airfare and a BONUS $100 Dining Certificate - Restaurant.com. I called the mailer's ************ number on 5/13 and setup an appointment on May 15, 2024 at 6 pm to attend the ****************** Show. I received an email on May 14, 2024 from Brio Vacations (an RSI Subsidiary) confirming the appointment and the free gifts (Cruise, Airfare, and $100 Gift card). In exchange for our time (required minimum attendance of 60 minutes) and opinion, we were committed to receive a Cruise Certificate for Two Adults on a 4, 5, or 7 Night Cruise with Round trip Airfare and a BONUS $100 Dining Certificate from Restaurant.com.On May 15, 2024, @ 5:45 pm, My wife and I dialed into and participated in the webinar for over 90 minutes. In our final presenter / salesperson session, the presenter thanked us for our participation and reiterated that we would receive our gifts via email by 1 pm, Thursday, May 16. He noted that if we did not receive the gifts by 1 pm to call the Brio Travel Rewards line @ ************ to inquire. The email with the gifts was not received by 1 pm or to date. At 3:30 pm on 5/16, I called the Rewards line to inquire about the gifts. The Rewards line only option is to leave a message. I left a very polite detailed message inquiring of the gifts and asking for a status call or email in regards to the when I would be receiving the promised gifts. I called again on 5/17 @ 12:35 pm and left another detailed message requesting the gifts and a status call or email response. As of the submission of this complaint (5/20 @ 4 pm), I have not receive any of the committed gifts and no responses from Brio Vacations (an RSI Subsidiary).

  

  Business Response

  Date: 05/22/2024

  Thank you for contacting us regarding the complaint submitted by the ***********************.
  
  As soon as we received the complaint we contacted **************** immediately to assure him he would receive the certificates asap and that we would follow up to make sure he received both certs.
  
  We send out hundreds of these certificates each week and apologized to ***** for any confusion that *** have occurred on our end. We have called him no fewer than three times to make sure he knew we took his complaint seriously and to make sure he received the certificates. We are very happy to report he did receive both certificates within hours of our receiving his complaint.
  
  We appreciate **************** informing us of his concerns.

  Customer Answer

  Date: 05/22/2024

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

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I responded to an invitation to attend a 2024 Winston-Salem **** and Travel Focus Group at the Courtyard by Marriott in ************* on April 11, 2024. In exchange for our participation, we were offered a free cruise with free airfare. The company name is Voyage Venture Vacation. At the beginning of the presentation, we were told that they were "owned by ********, otherwise, they would not be allowed to hold their presentations there. After the presentation we were offered an opportunity to purchase a "membership in their travel club which would allow us to purchase cruises and travel at wholesale prices". Thinking this was legit, we purchased a membership at a supposedly discounted price of $4,995. When we returned home, I tried to go to the website they provided, and their company was not on that website, it took me to the Marriott Vacation Club website, but Voyage Venture Vacations was not listed as being affiliated with Marriott. I called the customer service number VVV provided and spoke with a lady who was not aware of the Marriott affiliation, and she said she would have a supervisor call me. Later today a received a call from ***************************. ******************** stated that they never said they were owned by ******** but rather they were affiliated with Marriott. During our discussion it was revealed their parent company was RSI Vacations, located in *********, ** and that Voyage Venture Vacations was one of many franchises of RSI Vacations. I have been told so many lies from several persons claiming to work for VVV that I cannot trust them to provide the services that have promised. Several websites I researched indicate that this is a scam and RSI has many BBB complaints. In **************, we are supposed to be able to cancel a contract within 3 business days which will be Monday, April 15th, which I plan to do. I wanted to file this complaint because I feel my wife and I were lied to and scammed and in case VVV refuses to cancel the agreement and refund our money. I also plan to contact my credit card company to stop the payment transaction. Thank you for your time and assistance. ********************* ************

  

  Business Response

  Date: 04/19/2024

  Our response to this complaint is on behalf of RSI Vacations only. We are unable to respond to statements re: Voyage Venture Vacations sales office or their sales process. RSIV is not VVV.
  
  RSIV (RSIVacations.com) is a business-to-business provider of private-branded leisure lifestyle and travel benefits programs. VVV is a valued client. We have a contractual relationship for whom we provide travel fulfillment services for their members. RSIV and VVV are separate and distinct companies owned by unrelated principals. RSIV was not involved in the membership sales process and did not receive any portion of the price paid by ************** for his membership. We do not sell anything to the general public, and we do not participate in any of the following: conduct sales seminars; solicit individuals to attend sales seminars; send solicitations by mail to attend sales seminars; call individuals to attend sales seminars.
  
  ************** made a number of completely false claims that we wish to correct. We believe ************** may have misunderstood the relationship between our two companies. We provide travel fulfillment. We do not sell franchises. RSIV has been in business for over 22 years and has well over ******* active members. We have an A+ Rating with the BBB and take our rating seriously. There have been 13 complaints in the last 3 years. All have been addressed and answered to the satisfaction of the BBB. Considering the number of members we service each year, the number of complaints is, in fact, remarkably low. Many of the 13 are actually attributed to other companies. Most of the complaints were resolved to the satisfaction of the complainants.
  
  We are puzzled by **************** statement that he was canceling his VVV contract within the rescission period (which he has the complete right to do so). We informed VVV of the complaint, and although ************** still had not notified VVV of his desire to cancel the contract within rescission, VVV will indeed cancel the contract.

• Initial Complaint

  Date:02/29/2024

  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.

  I contacted Destination Vacations 365 representative ***************************** by email to request our account be closed with the company. Our membership contract began on 8/3/2013 and was for 10 years as written on our contract. That means our membership ended on 8/3/2023. I sent a photo of the contract by email to ****************** by email. I asked her to forward my request to management to get them to close my account. I haven't received a reply. I don't use this travel membership at all. I just want the account closed.

  

  Business Response

  Date: 03/12/2024

  We have closed this account. 

  Customer Answer

  Date: 03/15/2024

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

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

   

  
  

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair 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 paid Travel To Go $489 on 7/9/19 to renew my membership for 5 years. I have a receipt showing this payment and showing my membership was paid through 7/20/2024. I have recently been receiving past due notices from them which I didn't understand. I called them today and they explained that Travel To Go is no longer in business and RSI Vacations purchased them. They said that my membership expired recently and they won't honor my original expiration date of 7/20/24 because they're a new owner and don't have to honor the prior companies payments. I don't understand how they can do this. When one company purchases another, don't they have to honor prior agreements?

  

  Business Response

  Date: 11/02/2023

  *************** on behalf of RSI Vacations. Thank you for contacting us regarding the complaint submitted by ***************
  
  We thank ************** for providing the receipt he received from Travel To Go back in 2019. We did not have this receipt prior to ************** contacting you. RSI Vacations will honor **************** request and have extended his expiry date to 7/20/2024.
  
  To the best of our knowledge the corporate structure and corporate integrity of Travel To Go remains intact. RSI Vacations has contracted with Travel To Go for the permanent and exclusive rights to provide Travel To Go members with travel fulfillment services subject to a members payment of an annual service fee.  
  
  We hope our response adequately addresses the complaint submitted by **************.

  Customer Answer

  Date: 11/02/2023

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

• Initial Complaint

  Date:10/23/2023

  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.

  Originally purchased vacation plan from Travel To Go 10/2007 member id # ******. ****************** took over a few years ago and provided me with a new Member #*******. This month, 10/2023 i began receiving calls from them asking me to pay my member dues. I provided them via email a receipt I had from 2019 indicating my account was current through 10/20/2025. After seeing that I really do have a receipt, i have been told they have blocked my account and will not honor the payment I provided proof of. Basically, they are stealing 2 years of my contract from me. They are also indicating on their records that our account is delinquent. This will affect our credit.

  Customer Answer

  Date: 10/23/2023

  The original contract was with Travel To Go..... which was bought out by Member Getaways.  They never mailed anything to indicate the contract changed.  The receipt I provided indicates my old member number and member accounts is current through 10/20/2025.

  

  Business Response

  Date: 12/18/2023

  Thank you for informing us of this issue. We have updated the ***** membership expiry date to 11/20/2025 per the items they included in the complaint. We actually added an additional month to their original expiry date. We sincerely apologize for the confusion and hope our response adequately addresses the ***** complaint. 

   

  Have a great holiday season everyone!

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

• Initial Complaint

  Date:09/08/2023

  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.

  Will not issue me a full credit card refund of $198.00. They charged it on 8/28/23. I called on 8/29/23 to cancel. Said it would be done on either Tuesdays or Thursdays with credit department. Now they said could not give me a full refund back. I have not used there services and don't want anything to do with this company. I'm a senior on Social Security and don't have money to waste. I would appreciate your help on this matter.

  

  Business Response

  Date: 09/14/2023

  *************** on behalf of RSI Vacations. Thank you for contacting us regarding the complaint submitted by **********************
  
  It appears the refund ********************* seeks is an annual membership fee payment made on 8/28/2023. Our records indicate she contacted us the next day (8/29/2023) to book at stay showing on our website but she wanted to book different dates that were not available. We did provide quotes for five other resorts and the price of these other resort stays ranged from $487 - $519 for a week-long stay with the savings being between $220 - $437 off the general public price depending on the resort.
  
  We believe we made a good faith effort to accommodate *********************. Although we believe ********************* is not *********** a refund we have decided to go ahead and refund her the full amount of $198. The refund is in the works now.
  
  We hope our response adequately addresses *********************** complaint.

• Initial Complaint

  Date:03/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2022, my wife and I were approached on the street in ******** for a dinner or tour in exchange for listening to a travel discount program. We signed up with ********************* ******** (RSI Vacations) and were told that we would be viewed as a licensed travel agent with pricing benefits through a dedicated website.I first booked a hotel for my daughter and her fianc. The Modern Travel website had a check in age policy of 18+. The actual hotel had a policy of 21+. Since they were 20 at the time, the hotel would not allow them to stay, but still charged the card. I tried to get a refund issued, and was told that I would have to contact the hotel to see if they would agree to a refund. Then the hotel would have to send an email authorizing the refund which I would have to forward to the office for a case number, and wait up to 45 days for an inquiry review.I dont believe I have used the site to book a stay since. My Booking.com account level gives me as good a discount as the Modern Travel website. For example, our hotel search for a stay in ******, ** last summer was a mere $10 price difference between the 2 sites. However, I have free cancellation options through Booking and must pay in full through Modern Travel. I called to cancel, and was told we cant cancel because its a lifetime contract. We are requesting a full refund of $5494 due to deceptive sales practices and misrepresentation of services.

  

  Business Response

  Date: 03/09/2023

  Thank you for contacting us regarding the complaint submitted by the Blantons.
  
  *************** on behalf of RSI Vacations. Please know we are unable to respond to the Blantons statements regarding Modern Travel Networks sales office or their sales process as RSI Vacations is not *********************.
  
  ********************* is a client we have a contractual relationship for whom we provide travel and travel fulfillment services for their customers/members. RSI Vacations and ********************* are separate and distinct companies that are owned by unrelated principals. RSI Vacations had no involvement in the membership sales process and did not receive any portion of the price paid by the Blantons for their membership.  
  
  The Blantons complaint initially addresses age requirements for a hotel stay. All information on the site is provided by the hotel itself. If the information is incorrect we have no way of knowing it is incorrect since the resort sends the data via API. Also, there has been a change in the way hotels deal with refunds. This change took place during the pandemic. It used to be common practice for refund requests to be handled by the travel agency that booked the room. Now the hotels will only approve refunds after speaking with the patron and there is no guarantee it will be approved.  
  
  Regarding their statements concerning the $10 price difference between our site and Booking.com, we are unable to comment as we have no details about the hotel or stay. Still, we stand by our hotel booking engines capabilities. That being said, the true value proposition of the membership is resort condominium stays, cruises and our Getaways programs.  
  
  And finally, the Blantons do indeed have a lifetime membership. They can choose to opt out of their own accord by not paying the annual membership fee. We do hope the Blantons reconsider and remain with *********************.
  
  We hope our response adequately addresses the Blantons complaint.

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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.

  In a written congratulations letter to members RSI has a stated partnership with Avalon Vacation Resorts. They fully support the ****************** and " Promise " and I quote " Your Avalon Vacations resorts " License" powered by ******************** will provide you with access to specifically negotiated pricing for MEMBERS ONLY. ******* We Guarantee it . Membership benefits will be reliably fulfilled by RSI Vacations with the utmost level of consistency and professionalism at the lowest prices guaranteed..Sounds great and impressive that this organization is the backbone of the program. Unfortunately, this is all hot air and when you actually try to use the program you are given misinformation, they obfuscate their supposed relationship with ****** and deny any connectivity!. When you contact them they give you different information, quote significantly higher prices and demand full payment in advance with a " refund" to be given after the completed trip. When questioned they state that their " Partner" ****** gave misinformation and screwed up! ****** says that RSI is wrong and they they frequently receive complaints like this. RSI is a willing partner to this ongoing scam, lends their name and reputation to give the scam legitimacy and willingly participates is this ongoing scam! When asked or questioned they both refer you to each other , promise answers and follow up . BTW the follow up contact numbers are more call centers with numbers that don't respond.

  

  Business Response

  Date: 03/08/2023

  Thank you for bringing ************** complaint to our attention. Avalon Vacation Resorts is a long time client of RSI Vacations. We have a contractual relationship whereby we provide travel fulfillment services for their customers. RSI Vacations and Avalon Vacation Resorts are separate and distinct companies that are owned by unrelated principals. All corporate and consumer documentation speak clearly to this fact. The two companies do not share financial remuneration collectively, offices, staff, accounting, legal representation, nor do we have any mutual ownership by any party of either organization.
  
  We have spoken to Avalon Vacation ****************** team and we are both saddened ************ is so angry and upset. RSI Vacations and Avalon Vacation Resorts respectively have tens of thousands of customers/members who are happy and satisfied. To his settlement request that RSI Vacations terminate its relationship on **************** request is simply incorrect, likely illegal and could even considered torturous interference.
  
  We have every desire to satisfy ************ despite his multiple incorrect and slanderous assertions of fraud. We invite ************ to schedule a call with one of our management team specifically to create a strategy to ensure that **************** future travel requests will be handled with the utmost care and oversight.  

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by RCI. In spite of their attempt to intimidate using terms like slanderous assertions and tortious interference i will accept their offer to have a call with their management. However, as in all things in the past they have provided no names or number? I will not accept receipt of one of their " 800 number " call centers where you are forced to start over. Please respond with arranging an actual call with a specific person and a non call center nbe5
  

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair 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.

  Booked a river cruise through RSI (********) as travel companions with a member of their group. Was refused boarding. I have contacted RSI ten times to discuss options for refund, put on hold, received promises of return calls.They have never responded.

  

  Business Response

  Date: 09/16/2022

  Thank you for contacting us regarding the complaint submitted by *******************
  
  As ****************** stated, we have been in contact with him several times regarding his complaint. We have also been in contact with the member he was traveling with, and we have also had several conversations with the cruise line that denied boarding.  
  
  ****************** failed to mention in his complaint the reason he was not permitted to board the ship. He had tested positive for Covid-19 when he arrived at the vessel. As he stated, he was not permitted to board and was quarantined. 
  
  The refund ****************** seeks is the cruise lines decision to make. We are in his corner but having a cruise canceled due to Covid-19 is currently not covered by travel insurance nor the cruise lines. 
  
  Again, we are in contact with the cruise line. But at the time of this response, the cruise line still had not made a decision regarding the refund.  
  
  We hope our response adequately addresses ****************** complaint. 

  Customer Answer

  Date: 09/16/2022

   
  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. 

  After my BBB complaint, RSI Vacations contacted me and were very interested in assisting with my problem.  I did not expect a refund from them, but expected them to help shake AmaWaterways.  RSI agents did contact ***, several times and while they did not get the refund, AmaWaterways did finally send a letter today confirming that I had not received refund or credit for the missed cruise.  At least I can now file with my travel insurance company.

  In the end, the RSI people were polite and very helpful in this long process.
  
  Sincerely,
  
  ***********************