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:06/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October29,2022 my wife and I attended a seminar for Spartan Odyssey/ Vacation Ownership Advisor. We ended up purchasing a membership for a total of $4995.00. During the process of finalizing the purchase we were told that the Vacation Ownership Advisor portion was their concierge service and that we only needed to pay the $249.00 annually if we wanted to use that service, otherwise we could just pay the membership fees to utilize the website for travel. I contacted Vacation Ownership Advisor today after my wife received a collection letter and i received a notice from Experian that there was an alert about my credit. Both the letter my wife received and the alert are from Vacation Ownership Advisor. I've attached what I received by email from them today after they stated that they had our signatures on a document that shows we must provide written notice at least 60 days prior to not renewing the membership. Along with the contract we actually signed you can see this is clearly not our signatures on the document I had sent to me today. I would like this and any other related charges removed along with a correction sent to the credit reporting bureau.

  Business Response

  Date: 06/27/2025

  Thank you for your submission, and for the opportunity to address your concern transparently.
  
  We have carefully reviewed your account and would like to provide clarity regarding your membership with (VOA) and the recent collection notice you referenced.
  
  VOA and Spartan Odyssey are separate entities. While your initial purchase was made through Spartan Odyssey on October 29, 2022, VOA was designated as the post-sale support and concierge service provider. We do not manage the original sale documentation—those were transferred to us directly from Spartan Vacations, along with the membership profile and terms.
  
  This is not your first annual renewal. In fact, our records reflect a prior renewal in 2024, and we have attached a copy of your invoice for that payment. Additionally, notes on your account show that you added four family members to your VOA profile and completed a reservation through our platform, further confirming usage of our services over the past 24 months.
  
  We take concerns about documentation seriously. If you feel the signature on the terms and conditions is not yours, we recommend addressing that directly with Spartan Vacations, as they originated and collected your original documents. However, under the agreement transferred to us, VOA renewals continue annually unless canceled in writing 60 days prior to the renewal date.
  
  That said, our goal is to resolve this in good faith. While the most recent charge is valid under the terms, we are offering the following resolution:
  
  * Waiver of the $100 late fee
  
  * Removal of your account from collections
  
  * Extension of your VOA membership by two additional years at no cost
  
  We hope this demonstrates our willingness to support you and close this matter amicably. Please let us know if you accept this resolution so we can update our records and notify the collection agency accordingly.
  
  We appreciate the opportunity to respond and look forward to assisting if you need further clarification.
  
  Sincerely,
  VOA Member Support Team
  

  Customer Answer

  Date: 06/30/2025

  Hello,

   

  I'm okay with the offer proposed by the business but would like clarification as to the extension 0f VOA Membership by 2 additional years and the actual end date for that so if needed i can send them a cancellation at least 60 days prior if needed.

   

  Thank you,

   

  James Allen

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23527291
  
  
  
  I am rejecting this response because: 

  Hello,

  I'm okay with the offer proposed by the business but would like clarification as to the extension 0f VOA Membership by 2 additional years and the actual end date for that so if needed i can send them a cancellation at least 60 days prior if needed.

  Thank you,

  James Allen

  
  
  
  

  Business Response

  Date: 07/02/2025

  
  Dear Mr. Allen,

  
  Thank you so much for your message, and more importantly, thank you for being a valued member of (VOA).
  We’re pleased to confirm that your payment has been successfully processed for your outstanding annual renewal. As part of the resolution, your VOA membership has been extended for 24 months, and your new membership period will run from July 1st, 2025 through July 1st, 2027.

  
  Please also note that your account has been placed on non-auto-renewal status. This means your membership will automatically cancel on July 1st, 2027, even if you do not send a written cancellation notice. However, if you decide to continue with VOA at that time, simply let us know and we would be glad to renew your services based on your preference.

  
  We truly appreciate your continued trust in VOA. Should you need anything at all during your membership period, our team is always here to assist.
  Warm regards,

  VOA Member Servies 

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23527291, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  James Allen

• Initial Complaint

  Date:02/19/2025

  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.

  We signed up with Apollo Destinations at a seminar we attended. Everything sounded great until we tried to use the service. It is a company that promised finding condos, cruises anywhere in the world at a reduced price. When we tried to use the service they had no availability anywhere we wanted to go & if we tried to book a hotel or condo it was no cheaper & in most cases it was more expensive. We finally called our credit card company to dispute the charges but to no avail. We never used any of the services & just want to be refunded our initial cost of $5495.00. I am not sure what can be done but if nothing else I don't want anyone else going through what we did. They told our credit card company that we used their services so there can be no refund but that was a total lie because we never received any services other than using the web site which as we explained earlier, produced nothing. If any further info is needed let me know. Thank You for your time.****** *****

  Customer Answer

  Date: 02/20/2025

  Apollo Destinations aka VOA Worldwide

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

  Suite 200

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

  Phone ************

  Web Site: ****************************************

  Payment processed through CCProcessing Center

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

  Phoenix Az 85012

  Phone ************

  Business Response

  Date: 02/21/2025

  Subject: Request for Removal of Incorrect Complaint ****** *****

  
  Dear Better Business Bureau Representative,

  We are writing on behalf of VOA Worldwide in response to the complaint filed by ****** *****. We would like to clarify that this complaint is not related to VOA Worldwide but rather concerns Apollo Destinations, a completely separate company.

  VOA Worldwide has not received any funds from Mr. ***** and has no record of a transaction or membership agreement with him. As such, we kindly request that this complaint be removed, as it does not reflect any business conducted by VOA Worldwide.

  To further verify this, we respectfully ask the BBB to request the following from Mr. *********** A credit card statement showing the merchant's name and charge amount for the requested refund. This will confirm that VOA Worldwide was not the company that processed any payments.
  * A copy of the signed agreement with Apollo Destinations. This document will clearly show that the complaint is unrelated to any member experience with VOA Worldwide.

  
  We appreciate your prompt attention to this matter and respectfully ask that this complaint be removed to maintain the integrity of VOA Worldwides business reputation.
  Thank you for your time and consideration. Please let us know if any further information is required.

  
  Best regards,
  
  VOA Worldwide Member Services 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22943444
  
  I am rejecting this response because: This is exactly why I am looking for a refund. This was sold to us as a joint effort between Apollo Destinations & ***. Attached was the paperwork we received.

  The payment was processed through CC Processing Center

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

  *******, Az 85012

  Phone ************

  This has been a nightmare & this kind of situations need to stop. Thank you for your help in this. Since nothing was used there is no reason a refund should be denied.

  PS I could not upload paperwork. I will try to rescan
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 02/21/2025

  Files I had to rescan

  Business Response

  Date: 02/25/2025

  Subject: Response to BBB Complaint Clarification on VOA Worldwides Role
  Dear Better Business Bureau,

  
  We are writing in response to the complaint submitted regarding their experience with Apollo Destinations and would like to clarify VOA Worldwides role in this matter.

  VOA Worldwide is a third-party partner of Apollo Destinations and our role is limited strictly to assisting members with reservations and helping them maximize the value and savings of their vacation ownership. *** does not sell memberships, collect payments, or process financial transactions related to Apollo Destinations. Please require the member to upload a copy of their credit card purchase receipt. This will clearly show the purchase was NOT made with VOA. 

  The member in question has uploaded a VOA brochure as part of their complaint, which clearly states in the top left corner:

  "In partnership with Apollo Destinations."

  This clearly confirms that VOA Worldwide is not Apollo Destinations, nor did we sell the membership in question. We kindly request that the member upload and scan a copy of their credit card receipt of purchase, as this will conclusively show that *** was not the company they purchased from.

  
  Additionally, we would like to emphasize that:
  * VOA did not receive any funds from this member.
  * VOA does not sell membershipswe only provide vacation planning services to assist members in utilizing their ownership.
  * VOA Worldwide is not responsible for refund requests related to Apollo Destinations.

  
  Given these facts, we kindly request that this complaint be removed or redirected to Apollo Destinations, as it is not reflective of any transaction or service provided by VOA Worldwide.
  Please let us know if any additional documentation or clarification is required. We appreciate your time and assistance in ensuring this matter is properly addressed.

  
  Best regards,
  VOA Worldwide Customer Support

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/30/23 we signed a contract with ************* agreeing to pay an annual servicing fee of $299. This was due and paid in full 8/2024. Out of the blue, I receive a notice from a collection agency representing Vacation Ownership Advisor (VOA)demanding $368.! I have contacted VIP and confirmed that our account is paid and current. I called *** to find out why they are wanting money. I'm told that they are the concierge for VIP. Nowhere in our contract does it state that we will be due to pay *** an annual service fee separate and above the VIP fee. Nor did we EVER receive a prior bill, invoice, statement, email, etc requesting this payment that is now in collections. Had we received such a statement, this matter would have been delved into at that time. We do NOT feel we owe VOA a dime AND we would appreciate this matter being removed from collections.

  Business Response

  Date: 01/15/2025

  Subject: Response to BBB Complaint Regarding ****** *****

  
  Dear BBB Representative,
  We appreciate the opportunity to provide clarity regarding ****** Cateys membership with VOA and VIP Travelers. Below is a detailed explanation, along with supporting documentation, to address the concerns raised.
  
  Membership Details
  Joining Date: August 30, 2023
  Attached are the following documents:
  Membership Form: Confirming the terms and conditions agreed upon at the point of sale.
  Screenshots: Showing the card entered on file by the member on the same day.
  Subscription Confirmation: Automatically generated when the member filled out and agreed to the terms.
  Outstanding Invoice: Detailing the balance owed.
  
  Membership Terms
  Annual Fee and Cancellation Policy:
  Clearly outlined in the membership agreement.
  Members had 10 months from the date of purchase to notify *** of their intent not to renew.
  The subscription is now marked as non-renewal, ensuring no further charges will occur.

  
  Payment Verification:
  The system voided the initial charge to confirm the cards validity and accuracy when it was entered.
  
  Attempts to Resolve
  Communication Efforts:
  A voicemail was left for the member 3 hours ago, as there was no answer when we called.
  Reminder emails were sent each time a payment failed, notifying the member of their outstanding balance.
  Member Contact on January 13th:
  The member spoke with our team regarding the overdue balance but chose not to make a payment at that time.

  
  Goodwill Gesture:
  We are offering to waive the $100 late fee if the member contacts our office to settle the balance.
  
  Conclusion
  *** remains committed to being fair and consistent with all members by adhering to the agreed-upon terms. While the members subscription is now set to non-renewal, the membership was not canceled per the outlined policy.
  We have also shared all relevant information with ****** ****************** for their reference. Please let us know if additional clarification or documentation is required.

  
  Thank you for your attention to this matter.
  Sincerely,

  Team VOA

  Business Response

  Date: 01/15/2025

  Attached is further Documentation regarding the subscription 

  Customer Answer

  Date: 01/29/2025

  Business has NOT resolved this issue. In fact, they provided an unsigned and undated contract that I have never seen. They also provided a spreadsheet that shows an outstanding invoice but no copy of supposed invoice. Nor did *** other attempt to contact us regarding this supposed invoice. Not by mail, email, phone call, text.  please note that the unsigned contract is not the contract that we signed with ***. I do have a copy of that contract if you need it

  Business Response

  Date: 02/03/2025

  Subject: Response to BBB Complaint Membership Agreement & Billing

  Dear BBB Representative,

  Thank you for the opportunity to respond to this matter regarding [Member's Name] and their VOA Worldwide membership. We would like to clarify the following points regarding the membership terms, billing, and cancellation policies.

  1. Membership Agreement & Payment Authorization
  The member placed their card on file and agreed to ***'s terms and conditions, including the renewal and cancellation policy, at the time of enrollment.
  Attached is a screenshot of the members sign-up confirmation, showing the date, time, and payment method associated with their account.

  2. Billing & Notification Policy
  Per ***'s stated terms, we do not send renewal reminders before processing an annual payment. This policy aligns with standard subscription-based services (such as ******* and other memberships), where checking the agreement box and storing a card on file constitutes acceptance of automatic renewal.
  The spreadsheet provided accurately reflects the outstanding invoice, which was automatically charged per the agreed terms.

  3. Cancellation Policy & Required Notice
  VOAs cancellation policy requires written notice at least 60 days prior to renewal to prevent automatic billing.

  We respectfully ask the member to provide a dated cancellation request proving they followed this requirement. To date, we have not received such documentation.
  Conclusion

  VOA Worldwide is committed to transparency and upholding clear membership terms. The members continued use of our services also serves as an acknowledgment of the terms outlined in their agreement.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22806867
  
  I am rejecting this response because:

  They have yet to provide a signed contract. We did not, in fact, put our card on file with the **** Our contract is with VIP and no one else. I have already provided photos of their supposed validation documentation, which show this contract was never signed or dated by us.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/04/2025

  Subject: Response to BBB Inquiry Membership Confirmation & Resolution Offer
  Dear BBB Representative,

  
  Thank you for allowing us the opportunity to respond to this matter.

  
  We are once again providing a screenshot of the member's profile, including the sign-up date, which aligns with the date the member placed their card on file with VOA. Additionally, we are prepared to share the last four digits of the card and billing details that were provided at sign-up.
  The member checked and agreed to the terms and conditions and has actively used *** services over the past 12 months. (We have shared this previously) We can further provide phone records, emails, and travel quotes to confirm their engagement with our services. The claim that the member did not put their card on file with VOA is inaccurate.

  
  Contract Validity & Resolution Offer
  **** agreement is a click-to-accept contract, which is legally enforceable under state and federal laws. However, as a goodwill gesture, we are offering the following resolution:
  The member may pay the outstanding balance of $268.95 to settle the account.
  VOA will waive the $100 late fee.
  The member will receive two additional years of service under their VIP Travelers membership at no extra cost.
  The membership is non-renewing and is set to auto-cancel on August 29, 2025.

  
  We ask that the BBB now close this case, as *** has provided all necessary documentation supporting our position.

  
  Additionally, we kindly request that the member's credit card details remain private and that all attached sensitive documents be protected from public view.

  
  Thank you for your time and consideration.

  
  Best regards,

  VOA Worldwide Member Services

  Customer Answer

  Date: 02/12/2025

  I apologize for the delayed response; I have been dealing with painful health issues. Again, we did NOT "sign up" for *** services. When all of this first surfaced, I contacted someone named **** at *** who stated that VIP signed us up. I informed him that we had not authorized that. VIP denies this yet that would be the only way that *** would have our credit card info. The contract, as provided previously by ***, does not have our signatures as does our VIP contract. I realize now that the misunderstanding began the day after we signed with VIP when *********** of VOA emailed me that they were our concierge. Being neophytes to this vacation concierge business, I mistakenly assumed that he was representing VIP and responded. And I did reach out to *** afterwards still believing they were all part of the VIP package. We feel that this was all very underhanded, almost bait and switch, definitely misrepresentation. But because I am dealing with health issues that can be triggered even worse by stress, we just want to put this whole nasty business behind us and pay the $268 amount as per the offer. We do NOT want anything more to do with *** and their deceptive practices. We are willing to send a check, be it personal, cashier's or certified, but we will not provide credit card info in order to protect ourselves from further financial fraud. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22806867
  
  I am rejecting this response because: I apologize for the delayed response; I have been dealing with painful health issues. Again, we did NOT "sign up" for *** services. When all of this first surfaced, I contacted someone named **** at *** who stated that VIP signed us up. I informed him that we had not authorized that. VIP denies this yet that would be the only way that *** would have our credit card info. The contract, as provided previously by ***, does not have our signatures as does our VIP contract. I realize now that the misunderstanding began the day after we signed with VIP when *********** of VOA emailed me that they were our concierge. Being neophytes to this vacation concierge business, I mistakenly assumed that he was representing VIP and responded. And I did reach out to *** afterwards still believing they were all part of the VIP package. We feel that this was all very underhanded, almost bait and switch, definitely misrepresentation. But because I am dealing with health issues that can be triggered even worse by stress, we just want to put this whole nasty business behind us and pay the $268 amount as per the offer. We do NOT want anything more to do with *** and their deceptive practices. We are willing to send a check, be it personal, cashier's or certified, but we will not provide credit card info in order to protect ourselves from further financial fraud. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/15/2025

  Subject: Response to Member Dispute
  
  Thank you for your communication.
  VOA Worldwide operates with full transparency and in compliance with all terms and conditions outlined in our member agreements. Our business address is:
  ******************************************************

  We want to emphasize that the terms used in recent communications, including "bait and switch" and "fraud," are unfounded and defamatory. VOA Worldwide has consistently provided services in good faith, as agreed upon. Publicly misrepresenting our company with false statements is not only damaging but also violates the terms of service to which all members agree.
  Our goal has always been to help our members. In this case, we have extended assistance despite the original company, *************, no longer being in business. We remain committed to delivering exceptional support for those needing help navigating their memberships.
  Once we receive the check for $268, the account will be marked Paid in Full, and no further billing will occur. If the member requires assistance with their VIP Travelers membership, we are more than happy to help.

  
  We appreciate your time and look forward to resolving this matter amicably.

  
  Best regards,
  VOA Worldwide Member Services 

  Customer Answer

  Date: 02/26/2025

   
  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. Check written to business mailed certified on February 25th, tracking number 9589-0710-5270-1807-9291-95. Amount paid in full
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/08/2025

  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 was contacted by a representative from Vacation Ownership about renewing. I told her that we did not want to renew and she said she would take care of it. Fast forward a few months and I receive an email asking me to renew the membership. Since I was assured the person from their company had handled the cancellation I did not click on the link to renew. A couple months later I receive a collection notice for the $268 renewal fee plus a $100 charge from ***************************. After calling Vacation Ownership they told me that I should have given WRITTEN notice 60 days prior to the renewal date. I informed the agent that someone had called me and would handle it. He said no one would have called. After giving him the name of the person that called he backtracked and told me I had to cancel in writing. There is nothing in my paperwork that says this is an automatic renewal, nor that cancellation had to be in writing. I have contested the charge with ******** and have told Vacation Ownership that I have no intention of paying this ridiculous fee.

  Business Response

  Date: 01/08/2025

  Re: Membership Renewal and Cancellation Dispute ******* and ***** *******
  
  We are writing in response to the recent inquiry regarding the renewal of the *** membership associated with ******* and ***** *******. Below, we have outlined the details related to this matter for clarity and resolution:
  
  1. Membership Enrollment:
  ******* and ***** ******* enrolled in *** as part of their Unlimited Travel Options membership on October 27, 2023. At the time of enrollment, they signed the attached form agreeing to the terms and conditions, including the auto-renewal policy.
  
  2. Auto-Renewal Terms:
  The signed terms and conditions clearly state that cancellations must be submitted 60 days prior to the renewal date.
  A pre-authorization form was signed and provided at the point of sale, authorizing the card on file for the auto-renewal on October 26, 2024.
  
  3. Member Communications:
  The member has claimed they previously informed *** of their intent to cancel by phones of a few months ago. However, call records attached confirm that no inbound calls were made to *** by the member in 2024 until December 10th, 2024.
  On September 3, 2024, the member requested assistance with login credentials via email. Our team promptly assisted, as confirmed by the attached email correspondence from September 4, 2024. During this interaction, no mention was made of canceling the membership or the upcoming renewal. (Within the 60-day window)
  
  4. Renewal Attempt and Subsequent Communications:
  The renewal was attempted to be processed on October 26, 2024, per the agreed-upon terms.
  Following the attempted renewal, the member contacted *** regarding the charge on December 10, 13, and 17, 2024. During these discussions:
  We offered to waive the $100 late fee as a courtesy.
  We agreed to auto-cancel future renewals.
  We informed the member their account would be sent to collections if the past-due amount was not resolved.
  
  5. Current Resolution Path:
  If the member can provide an email or written notice sent 60 days prior to the renewal date, in line with the agreed terms, we are happy to waive the fees. Otherwise, the renewal remains valid, and payment is due as per the terms and conditions.
  
  6. Value of *** Membership:
  It is important to note that Unlimited Travel Options is no longer in business, and their customer service operations have ceased. *** has continued to assist the member with their travel needs, ensuring access to services otherwise unavailable. For example, our team successfully resolved the login issue the member faced in September 2024, which was caused by the absence of support from Unlimited Travel Options.
  
  We value ******* and ***** ******* as members and remain committed to supporting their travel needs. Should they have any additional questions or wish to provide supporting documentation, please feel free to contact us directly.
  
  Sincerely,
  
  *** Member Services
  

  Business Response

  Date: 01/08/2025

  Subject: Supporting Documentation for Member Dispute
  
  Attached, please find the following documents related to the members account and the dispute:

  
  Email Correspondence (Dated September 4, 2024):
  This email shows the member requested assistance less than 60 days prior to their renewal. There is no mention of a cancellation in this communication.

  
  Notice Email to the Member:
  This email was sent to inform the member that we were attempting to reach out and that their account would be sent to collections due to non-payment.

  
  Membership Records:
  Details of when the member joined, and their card was placed on file.
  Transaction records showing that no charge was made at the time of joining, as the first year was complimentary per the terms and conditions.
  These documents clearly demonstrate that the renewal process and account handling were in accordance with the agreed terms and conditions. Please let us know if further clarification or additional documentation is required.

  
  Best regards,

  Team VOA 

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22784160
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/10/2025

  We kindly ask that you reach out directly to our office so we can assist you in resolving this payment matter since you have rejected our proposal with no reason.
  
  *** has provided all the proper and required evidence to demonstrate that we have followed the agreed terms and conditions associated with your membership. Our team is here to help and ensure a smooth resolution.
  
  Please contact us at your earliest convenience, and well be happy to assist you further. We ask the BBB to review the information and submitted by ***. Also, to remove the complaint as *** has operated in the terms and conditions of the agreement. 
  
  Warm regards,

  Team VOA

  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22784160
  
  I am rejecting this response because:
  At the original time of signing up we were informed that the first year was complimentary and that IF we wanted to renew we could. We were given a booklet explaining the benefits we would receive. No where in this booklet is there any mention of the cancellation needing to be done in writing 60 days prior to renewal date. I was contacted by a representative in September and was told that she would handle canceling the account. When I was contacted AGAIN about the payment I told them that it was supposed to have been canceled. The representative told me that no one would have called me. When I told him the name of the person that called he quickly changed his story and said that it was not canceled at that time. This company is trying to charge me for a service that I neither used nor wanted. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/15/2025

  Subject: Resolution Proposal for Unlimited Travel Options Membership
  
  Attached is a copy of the agreement, which clearly outlines the renewal and cancellation policy requiring 60 days' notice.
  
  We are committed to resolving this matter quickly and providing the member with the best possible support. As such, we are willing to:
  
  Remove the Member from Collections:
  
  The $100 late fee will also be waived as part of this resolution.

  
  Continued Support:
  We will provide service to the member for the next 12 months to assist them with their Unlimited Travel Options (UTO) membership.
  As UTO is no longer in business, *** is their sole point of support to ensure they maximize the value of their membership.

  
  Personalized Assistance:
  We will offer a short Zoom call with a team member to guide them through their membership and ensure they are aware of all available benefits and how to best utilize them.

  
  Voided Charge Confirmation:
  For additional clarity, we have attached screenshots of the voided charge when the member signed up for ***, as well as confirmation of when the card was placed on file.
  We hope this proposal demonstrates our commitment to resolving the issue amicably and ensuring the member has access to the best travel support.
  
  Thank you for your attention to this matter. Please let us know if any further details or documentation are required.
  
  Sincerely,

  Team VOA

  
  

• Initial Complaint

  Date:01/05/2025

  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.

  My *********** attend a vacation ownership program with the ability the relinquish timeshare ownership in **********. The initial process fee was $399 & the sales *** from affiliated Spartan vacations aggressively contacted me to proceed with the resale in 11/24. I have proactively contacted the department for a status & progress on the proceedings. I haven't heard from the sales area, nor a *** from the organization on the outcome, no updates ever. I have aggressively left messages, sent emails & have contacted others for an update/outcome. This organization takes clients money and fails to deliver on its promise to aggressively resolving of their timeshares. I am asking for a reimbursement of $399 for the failed process. I have owned other timeshares & have had the ability to discontinue usage with proper assistance.

  Business Response

  Date: 01/05/2025

  Subject: Response to Complaint Regarding ****** ******
  
  Thank you for bringing this matter to our attention. After reviewing the concerns raised by ****** ******, we would like to provide a clear and detailed response to address the complaint:
  
  ****** ****** attended a presentation hosted by Spartan Vacations, not VOA.

  
  Resale of Timeshares:
  
  VOA does not assist with or promote any resale of timeshares. We specialize in travel assistance and portfolio management, and our services are not related to the resale market.

  
  Financial Transactions:
  
  *** has not received any payment from ****** ******, including the $399 mentioned. We are 100% confident that this amount was not paid to ***. To verify, we kindly request ****** ****** to provide the BBB with a receipt showing where the payment was directed.

  
  Customer Service History:
  
  VOA has worked with ****** ****** on several occasions, providing price quotes and assistance for travel.
  In a recorded phone conversation on January 4th, 2025, ****** specifically stated she was not upset with VOA or our customer service but rather with an external entity or individual named ** *****, who she mentioned promised assistance with her timeshare and did not return her calls. This is not VOA.

  
  No Affiliation with ** *****:
  
  *** has no connection or affiliation with ** ***** or any entity offering timeshare resale or cancellation services.
  ****** ****** appears to be seeking a refund from this agency, not from ****

  
  Clarification to the Member:
  
  During the call on January 4th, VOA explained to ****** that the agency involved in the timeshare matter is separate from us. We emphasized that *** did not provide any services related to her timeshare and did not receive any payment.
  We hope this clarifies VOA's role and resolves any confusion regarding the complaint. If additional information or documentation is needed, please feel free to contact us. (This Complaint is not directed at VOA) 

  
  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22769977
  
  I am rejecting this response because:

   

  *** sister partner is Spartan.  I attended a presentation with *** and the sister partner (Spartan Vacation) is a subsidized of VOA).  A payment of $399 was submitted by *** on my credit card dated November 12, 2024.  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/07/2025

  Additional information supporting payment to credit card and contact

  Business Response

  Date: 01/07/2025

  Subject: Request for Proof of Charge - Response to ****** ****** Complaint

  
  Dear BBB Representative

  
  We kindly request that the BBB require ****** ****** to provide proof of the $399 charge she claims was made. Specifically, we ask for a receipt or documentation that clearly identifies the source of the charge. This will verify that the amount was not charged by **************
  Additionally, we would like to note that the complaint being filed is not directed at *************. *** does not affiliate itself with any company that claims to release timeshares, and this matter does not involve or pertain to our organization or its operations.
  We appreciate your assistance in resolving this issue and are happy to provide any further information required.

  
  Best regards,

  Team VOA 

  Customer Answer

  Date: 01/08/2025

  Sent twice.  Payment posted to credit card, name & contact of representative initiating the 1 time contact for payment.  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22769977
  
  I am rejecting this response because: Sent twice.  Payment posted to credit card, name & contact of representative initiating the 1 time contact for payment.  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/08/2025

  Submitted documentation twice for the contact person who initiated timeshare resale.  *** (parent owner) is in partnership with Spartan Vacations.  The complaint is with Spartan Vacation.  Specifically the timeshare resale department.  The initiation fee was processed by *** for service to be conducted via Spartan Vacation.  The representative with ******* has failed to communicate, avoided calls, text, emails on the progress of the sale is ** ***** @ ************.  Neither his sales team @ ************************, has failed in committing their service.  Im attempting to resolve (tidy up) my property prior to me expiring.  It is a critical matter because Im a senior.  
  VOA has been getting the brunt of this lack of service. I have worked expeditiously with 2 representative at this company who has gone above & beyond to provide exceptional, professional and personalized service to me.  They are *** ******, Cruise Consultant & *********** ********.  
  As a new member I have graciously given *** several new business for his care and expertise.   Cant say enough about these two men.  
  Im asking for my initial payment of $399 be refunded back to me for lack of service and commitment.  

  Business Response

  Date: 01/08/2025

  Dear BBB Representative,
  
  We would appreciate your assistance in addressing this matter. Regarding the payment claim of $399 by ****** *****, we kindly request that proof of this payment, such as a receipt or invoice, be provided. It is important to clarify that this payment was not sent, invoiced, or requested by ****
  
  *** does not engage in or affiliate with companies offering timeshare resale services, nor do we assist members in reselling their timeshares. Attached is an email sent by the member on January 8th to our team at ***, thanking us for working with her and assisting her. The email clearly states that she is trying to comment on and file a complaint with another company, not ****
  
  Additionally, we have recorded calls from today where the member provides the same explanation and expresses gratitude for our help in booking her cruise.
  
  We kindly request that the BBB remove this complaint as it is not directed at ***. Please let us know if you require any further clarification or documentation.
  
  Thank you,

  Team VOA

  
  

  Customer Answer

  Date: 01/14/2025

  Do not remove complaint.  Spartan Vacations is a sister business to ***.   I have designated an assigned *** from *** regarding this complaint    Have updated the complaint that *** sales consultants are not the person Im targeting who failed in honoring the sales commitment   

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22769977
  
  I am rejecting this response because *** is the parent company to Spartan Vacations.  The relinquish of my timeshare payment was processed by ***.  I have filed a complaint for both companies and have attached a copy of credit card details.  A *** from *** contacted me when the BBB ***ort was read.  They agreed to terminating the relinquish process in December 2024.  Would like a copy of terminated agreement.  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/21/2025

  Were reaching out to address the ongoing situation and ensure clarity regarding your experience with VOA. Our goal is always to provide exceptional service, and we value the trust youve placed in us.
  
  As weve discussed on multiple occasions:
  
  *VOAs Assistance: Our team has worked with you to successfully book 5 cruises, many of which were coordinated with ***********, who has been consistently assisting you.
  *January 8th Call: During this recorded conversation, you clearly stated that your complaint was not against *** but rather directed at an individual named ** *****. You also expressed satisfaction with our services and acknowledged that *** has treated you well, prompting you to refer 5 others to us for cruise bookings. (16 Minutes) 
  *Commitment to Clarification: On the same call, you mentioned your intent to inform the BBB that your complaint was not about ***, and you agreed to leave us a 5-star review for the assistance weve provided.

  
  We will be glad to share the recorded call with the BBB as evidence that the complaint was misdirected and does not involve VOA. Your acknowledgment of our efforts and Christophers support on the call demonstrates that our company continues to deliver value and dedication to members like you.
  
  We kindly request the BBB to remove this review, as it does not pertain to VOA. We encourage you to follow through with updating your complaint and highlighting the correct business in question, ensuring accurate representation.
  
  Thank you for your understanding, and please let us know if theres anything more, we can do to support you.

  
  Ringing (inbound) to *********** ********
  
  10:52:55 AM
  *********** ******** answered
  10:53:02 AM 16m 1s
  ************** ended the call by hanging up
  11:08:55 AM

  Warm regards,

  Team VOA

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22769977
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

   

  1/24/25

   Asking the assistance of *** in resolving the issue with your sister company Spartan Vacations   The complaint relates to this proactive legal handling of relinquishing a timeshare property   *********** and *** have been excellent in there services with me   There has been no mention of ** ***** with Spartans   ************ works collaborately with them   Can you please help   

   

   

  Business Response

  Date: 01/27/2025

  Subject: Request for Removal of Complaint Misattributed to VOA
  
  Dear BBB Representative
  
  We respectfully request the removal of the complaint associated with *** Worldwide, as it is evident that the issue raised does not pertain to our company or services. The concern brought forth by the member, ******, relates to an individual named ** ***** and the handling of a timeshare situation by Spartan Vacations. We want to clarify the following:
  
  No Affiliation with ** ***** or Timeshare Reselling of any Kind:
  
  ** ***** has no association or relationship with *** Worldwide.
  *** does not promote, endorse, or engage in any reselling of timeshares or vacation club memberships.

  
  Clarity of Complaint:
  The issue stems from a presentation attended with Spartan Vacations, which is separate from VOA Worldwide.
  ****** has expressly stated that her interactions with VOAs teamspecifically regarding her cruise requests and travel planninghave been excellent.

  
  Commitment to Service Excellence:
  *** has provided ****** with seamless, value-driven services related to her travel needs.
  While we are committed to continuing to assist ****** with her vacation planning, we are unable to address issues that are unrelated to VOA and fall under the purview of another entity.
  Given these facts, the complaint inaccurately reflects an experience with *** Worldwide. We kindly ask for this complaint to be removed, as it is not representative of our services or the experiences our members have with us.
  
  Thank you for your understanding and assistance in this matter.
  
  Best regards,
  VOA Worldwide | *************** Team

  
  

  Customer Answer

  Date: 01/28/2025

   
  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:12/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** signed us up for a one year contract in 2023. Theyve called me several times and I told them I found that the service was not what they promised **** did oT want to renew for another year. They continue to call and harassment and now have sent me a letter from a collection agency. We never used the service and wot renew or pay for another year. We need harassment and collection activity to stop

  Business Response

  Date: 12/24/2024

  Subject: Response to ****** ********* Membership Inquiry

  
  Thank you for allowing us to address the concerns raised by ****** ********* regarding their membership with (VOA).

  
  Membership Overview
  Signing Date: October 20, 2023
  Initial Service Activation: Login credentials were provided and confirmed by the member on October 27, 2023, along with a ZOOM call introducing the benefits of their membership.
  Renewal Attempt: On October 19, 2024, *** was unable to process the annual renewal fee.
  Cancellation Request: On October 21, 2024, ****** called to cancel their membership, and their renewal for the following year was canceled accordingly.

  
  Terms and Conditions
  As per the signed agreement (attached for your review):
  Members must provide 60 days notice prior to the annual renewal to avoid renewal charges.
  This policy ensures members have 10 months to evaluate their membership and inform *** of their decision to renew or cancel. Unfortunately, no such notice was provided by ****** prior to the renewal attempt.

  
  Efforts to Resolve
  Documentation: We have a signed agreement and terms and conditions confirming the cancellation policy, along with the members acknowledgment of receipt of services.
  Member Interaction: ****** has indicated willingness to pursue arbitration and contest the charges, despite these terms being clearly outlined in their agreement. ( Email Attached)
  Good Faith Actions: *** has attempted to work with the member to address their concerns and reach an amicable resolution. 

  
  Attached Documentation
  A copy of the signed agreement and terms and conditions.
  Confirmation of login credentials and ZOOM call introduction on October 27, 2023.
  Email correspondence from the member expressing their stance on arbitration.

  
  VOA Commitment
  At ***, we value our members and strive to provide clarity and support throughout their membership experience. We have adhered to the agreed-upon terms and conditions and regret that ****** did not notify us within the required timeframe to cancel their membership.

  
  Should you require additional documentation or further clarification, please do not hesitate to reach out.

  
  Thank you for your attention to this matter. 

  Team VOA

  Customer Answer

  Date: 01/13/2025

  *** referred our issue to collections. I called the collection company today. ***** ****** of *************************** stated that *** withdrew this issue from collections. ***************** withdrew the negative **** on my credit report!  Still no word from Vacation Ownership Advisor but as of right now Im glad this matter no longer a negative impact on my credit report!

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22663433
  
  I am rejecting this response because: VOA referred our issue to collections. I called the collection company today. ***** ****** of *************************** stated that *** withdrew this issue from collections. ***************** withdrew the negative **** on my credit report!  Still no word from Vacation Ownership Advisor but as of right now Im glad this matter no longer a negative impact on my credit report!
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/15/2025

  Dear BBB Representative,

  
  We have sent a formal letter to remove the member from collections at this time to allow for further resolution.

  Attached are copies of the member's signed agreement and acknowledgment of the terms and conditions. These documents clearly outline the requirements for cancellation, including the need for an email request for cancelation.
  To date, the member has not provided proof of such an email cancellation request as required by the terms and conditions. We kindly ask the BBB to request the member to submit this proof to support their claim.

  
  Additionally, we would like to address that the member has recently taken to social media to post negative and defamatory comments about VOA. We find this behavior inappropriate and unethical and was reported. We respectfully request that the member remove all such comments while the issue is being resolved.
  VOA is committed to resolving this issue fairly and transparently. Please let us know if additional information or documentation is required.

  
  Sincerely,

  Team ***

  Customer Answer

  Date: 01/15/2025

  As the attached letter states, I made several attempts at cancellation.  VOA representatives failed by not following through.  Resolution can be completed when *** sends us a letter confirming cancellation, absolutely no negative reporting on our credit report.  We will remove any social media posts that VOA deemed as negatively posted by us. *** will keep the initial $6000.00 payment. 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22663433
  
  I am rejecting this response because: As the attached letter states, I made several attempts at cancellation.  VOA representatives failed by not following through.  Resolution can be completed when *** sends us a letter confirming cancellation, absolutely no negative reporting on our credit report.  We will remove any social media posts that *** deemed as negatively posted by us. *** will keep the initial $6000.00 payment. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/15/2025

  Subject: Response to BBB Complaint Regarding Membership
  
  Dear BBB Representative,
  
  We would like to clarify that *** did not receive a payment of $6,000 from ******. A review of ******** credit card statement for this transaction will confirm that no such charge was made by ***. We kindly ask ****** to provide proof of this transaction to validate the claim, allowing the BBB to review and confirm that the accusation of a $6,000 charge by VOA is false.
  
  Additionally, we request the BBB to obtain a copy of the written cancellation email from the member, as per the agreed terms and conditions, which require such a notice.
  
  To resolve this matter amicably, *** is offering the member the following:
  
  The opportunity to pay $399 with no late fee applied.
  Immediate removal from collections, with a formal letter confirming this.
  Cancellation of any future payments.
  Continued access to *** services for 12 months, enabling the member to maximize the value of their ownership.
  If the member is unwilling or unable to provide the requested email and receipt to substantiate their claim, we kindly ask the BBB to remove this complaint, as it does not hold valid merit.
  
  Thank you for your attention to this matter. We remain committed to resolving this issue fairly and transparently.
  
  Sincerely,

  Team VOA

  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22663433
  
  I am rejecting this response because: Attached is the **** statement for initial $6000.00 payment to get into this "membership".  Also attached is an email and my notes that were taken at time of each call.  I did have a conversation with a VOA representative earlier and talked about cancelling but I didn't think to write it down.  I do know that VOA say they record their conversations so it shouldn't be that hard to track that call down.  With everything that has happened, we would like this adventure to be over.  VOA's offer is accepted.  We will need the cancellation IN WRITING.  I will need an address for my bank to send an electronic check.  We wish to thank the BBB for handling this matter. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/16/2025

  Subject: Resolution Proposal for Outstanding Balance
  
  VOA is pleased to accept the member's option to send an electronic check for $399.00 to resolve the outstanding balance.
  
  Resolution Terms:
  *Upon receipt of the payment, the member's account will remain valid for 12 months with no recurring payments.
  *After 12 months, the account will be automatically closed unless the member chooses to renew.
  *The member will receive a written email confirmation once the payment is processed, including details about the account status. (non re-occurring)

  
  Clarification on Charge Discrepancy:
  *We have reviewed the invoice provided by the member and confirm that the $6,000 charge was not processed by VOA.
  *Attached is a screenshot for BBB records showing that the charge in question is not associated with VOA.

  
  As a reminder, VOA is not based in *******, and this is not the description that would appear on credit card statements. The only way to become a *** member is through an affiliate partner company, which occurred in this case.

  
  The electronic check can be mailed to:
  VOA
  *********************************
  ************************
  
  We remain committed to resolving this matter amicably and ensuring the member receives the support needed to maximize the value of their membership.
  
  Warm regards,

  Team ***

  Customer Answer

  Date: 01/16/2025

   
  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. The $6000.00 payment went to ***************************** that is based in *******, ***  I never said or insinuated that *** has anything in *******, ** but, it would be possible to follow the money right to VOA.

  This business transaction is coming to a close.  ******* will issue a check for $399.00 on 1/17/2025 and VOA should have received the check, per my bank, by 1/24/2025. If not received by 1/24/2025 I would expect an email at which time I will research the matter and get back to you.  After you receive the check, I will expect the cancellation letter to be sent to us via email and no derogatory credit **** will be made to my wife's or my credit report. The check is being sent to:

  VOA

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

  Suite 200

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

  Finally, I'm glad this is over.

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

  Business Response

  Date: 01/17/2025

  Subject: Confirmation of Resolution and Next Steps
  
  Thank you for your response and for providing clarity regarding the $6,000 payment. We would like to reaffirm that *** did not receive or process the $6,000 Membership fee for joining their travel club; this amount was processed through the travel club you joined, via their payment processor in *******, **. While we understand the confusion, *** has no association with the processing center or this payment.

  
  *We are pleased to confirm that once your bank's check for $399.00 is received, we will:
  *Ensure your account is marked as non-renewing and permanently closed.
  *Remove your account from collections immediately.
  *Provide a written confirmation of cancellation via email, ensuring no derogatory marks will be applied to your or your wifes credit report.

  
  If for any reason we do not receive the check by January 24, 2025, we will notify you promptly so you can investigate further.
  Thank you for allowing *** to address and resolve this matter. Should you have any additional questions or require further assistance, please dont hesitate to reach out.

  
  Warm regards,

  Team VOA

• Initial Complaint

  Date:11/12/2024

  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.

  This company is terrible. It doesn't really save you any money, and they make it impossible to cancel your membership. I've been trying to cancel for a week now. The say you can only cancel by calling a certain number, but when you call it, it rings three times and then disconnects. I've tried it 80+ times in three days.. Still trying to get it cancelled.

  Customer Answer

  Date: 11/26/2024

  I have already had this complaint taken care of. You do not have to try to contact the company now.
  Thank you
  ******* Erhard