Complaints

This profile includes complaints for Sundance Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Sundance Vacations, Inc. has 18 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sundance Vacations, Inc.

  264 Highland Park Blvd Wilkes Barre, PA 18702-6711

• 

  Sundance Vacations, Inc.

  4000 Crums Mill Rd Ste 104 Suite 104 Harrisburg, PA 17112-2896

• 

  Sundance Vacations, Inc.

  620 Allendale Rd Ste 150 Suite 150 King of Prussia, PA 19406-1467

• 

  Sundance Vacations, Inc.

  76 Kennedy Dr Drums, PA 18222-2238

• 

  Sundance Vacations, Inc.

  PO Box 760 Albrightsville, PA 18210-0760

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:01/13/2024

  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.

  Last year my husband and I went to a seminar for Sundance vacations. We were given the opportunity to sit and listen to a gentle explain all the wonderful places he has been with his family and how it helped with vacation spending. We were hesitant at first but decided with two children maybe a structured vacation would be for us. We signed up and immediately had buyers remorse. Unfortunately the vacations and locations promised in our seminar arent even on the map. Its was made to seem like resort style stays and they are not. I have asked multiple times about cancelling and no one can give me a straight answer. Financially I also can no longer afford these monthly and quarterly payments. I cant do it any more no one will talk to me and help me. I only get rude people who tell me well its what you signed up for and thats not true. When I try and explain our expectations I got a response of well thats unfortunate. I understand I signed a contract I can work out to pay out what ever is left but I know longer want to be in this Sundance vacation club. I just need help getting out.

  Business Response

  Date: 02/01/2024

  Mr. *******:
  
  
  Thank you for your letter dated January 17, 2024 regarding ******** *********. I was sorry to
  hear that Mrs. ********* could “no longer afford” the purchase of her Vacation Program, or that
  she feels that we misrepresented the quantity of vacation properties available. It is one of our
  main priorities to ensure that all information is fully disclosed and that all our customers are
  comfortable with their purchases.
  
  Regarding Mrs. *********’s implication that our sales staff misrepresented the availability of
  vacation accommodations, stating that “the vacations and locations promised aren’t even on the
  map,” it is our position that these claims are demonstrably untrue, although without details it is
  difficult to address fully. As a means of illustrating the copious amount of vacation properties
  available, I have enclosed the current availability map below, displaying how many properties
  are available throughout the remainder of the year, which is easily in the hundreds. We would be
  pleased to assist Mrs. ********* with the procuring of accommodations for any future trips she
  might be planning, and if she is interested in doing so I would encourage her to contact our
  Customer Experience team at ###-###-####.
  
  
  
  Since receiving your letter, a representative from our Customer Care team has attempted to
  contact Mrs. ********* in an effort to resolve this issue. Our records indicate that we have left
  voicemail messages on several occasions (January 29th and 30th, February 1st, 2024), but we have
  been unable to discuss this matter with her. Thus, we are not able to offer a complete resolution
  to this complaint. We remain confident that if given the opportunity we could resolve Mrs.
  *********’s concerns, and if she would like to be an active participant in the resolution to this
  matter, I would encourage her to contact us at her earliest convenience.
  
  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. If you
  have any questions regarding this or any other matter, please do not hesitate to contact this office
  at ###-###-####.
  
  Sincerely,
  
  ** *********
  
  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:01/11/2024

  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.

  On 6/9/23 my girlfriend and I went to a *********************** concert in NJ. At the entrance of the event there were salesmen offering pamphlets to win a free trip, my girlfriend signed up. A few weeks later they call my girlfriend to say we have won a free trip, and we would have to come in to talk in person for a quick orientation to receive the trip. When I arrived for the orientation, I sat down with a representative who started with questions such as what I like to do for fun and my occupation. I told her I am a career firefighter and paramedic. She even praised me for being a front-line worker during the COVID-19 pandemic. I wish I had known more about this horrible company before coming to this orientation. Its a disgrace to me that this company is so brazen to sell a scam and say will whatever it takes to make the deal. The representative, *****, that I dealt with even wrote her name on the brochure and asked for a 10/10 review. She continued to present a review of the “amazing” vacations they offer around the world. It started with a $20,000 package and a plan for monthly payments to make it seem like $20,000 is not a lot of money. I said no I just would like my free trip, the representative continued to be very persuasive and making me feel guilty and embarrassed that I could not afford these monthly payments for such a good vacation package. I still said no she said, I must check with my manager if we can get you a better deal. The manager went to his office for no more than 30 seconds each time and he came back 3 separate times until we got a $6,000 package with a $995 down payment. When I called ask how to cancel, I was told " you signed a contract you have to pay." I said "I am not paying for a scam. " Representative said in a louder tone "ALRIGHT  *****, ALRIGHT ***** GOODBYE" and hung up. I want to end all dealings with this company, get a FULL refund of the money that I have paid out, $995 and to be reassured my private info they made me provide is safe.

  Business Response

  Date: 01/22/2024

  January 22, 2024

  Thank you for your letter dated January 12, 2024 regarding ***** ********. I was sorry to learn that *** ******** was displeased with the Vacation Program that he purchased on June 23, 2023, particularly his stated feeling that some details of the Vacation Program Agreement were not covered adequately. It is one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place, and we strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.

  While we find it unfortunate that *** ******** feels that our sales staff did not accurately describe pertinent details of his Vacation Program, it is our position that our services are not in any way a “scam.” While *** ********’s letter does not make any specific claims that can be addressed, we would be happy to provide you with details from the Vacation Program Agreement if needed to bolster our position. 

  Upon receiving the letter from your office, we had a representative from our Customer Care team discuss this matter with *** ******** to work towards an amicable resolution. During a phone conversation on January 18, 2024, we were able to discuss this matter in detail with *** ********, and in an effort to provide exemplary customer service we agreed to revise his Vacation Program. This revision completely relieved *** ******** of the $5,005.00 of principal still owed on the Vacation Program while allowing for the use of two (2) vacation weeks as outlined in his Agreement. To further assist, we agreed to waive the Quarterly Service Charge associated with *** ********’s account until April 1, 2024. Our records indicate that *** ******** was satisfied with this resolution, and we look forward to assisting him with his future vacation plans.

  We trust this resolves *** ********’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.

  Sincerely,
   
  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:12/31/2023

  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.

  My friends won a free trip from Sundance from entering my name into a sweepstakes in the mall. My friends and I drove to King of Prussia for the presentation. We were pressured and felt obligated to purchase the package especially with a bogus free tickets and trip never use and was not informed of all the interest that it would build and definitely not the quarterly payment that you have to pay EVEN after you pay off your balance. We haven’t used none of the vacation because most of them aren’t cheap as explained,by searching up there locations never was availability or good places. Not to mention covid happen and these people were still charging me.Sundance vacations has not been completely honest about all the true cost that has to be paid and it is basically a installment loan. I’ve contacted Sundance to cancel my membership beacuse i was no longer friends with the group i sign with and one had pass away ,I have not used it and don’t plan on it because it is a scam and I’m not financially capable to carry out this “contract” I was forced into.They said i still had to pay a balance and get a notorize letter to be out. i can not afford that.. I am unsatisfied, unhappy and I am seeking for this contract to be cancelled and terminated. And stoo calls from threating me saying it will be legal action and credit report demolish

  Business Response

  Date: 01/22/2024

  January 22, 2024 

  Thank you for your letter dated January 3, 2024 regarding ******** ********. I was sorry to hear that *** ******** felt that the details of her Vacation Program Agreement were not adequately disclosed, or that her decision to purchase her Vacation Program was the product of being “pressured.” It is never our intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.

  Regarding *** ********’ assertion that our sales staff “pressured” her into the decision to purchase the Vacation Program, we feel that we gave her multiple opportunities to express these feelings, and our records indicate that she never did. As part of our Vacation Program Agreement we include a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by answering “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we ask that you note the section below which shows *** ******** answering several questions in the affirmative regarding her satisfaction with our Sales staff and the overall purchase.

  In *** ********’ letter she also questions the financing arrangement that she entered, claiming that she “was not informed of all the interest that it would build.” We feel that these assertions are completely without merit. When *** ******** purchased the Vacation Program, she chose to take advantage of the Installment Payment Option as seen in the copied section below. We further ask that you note the sections below, which define these arrangements and detail the associated costs, as well as the attached documents which show *** ******** signing and/or initialing to indicate that she understood their contents.
  
  Since receiving your letter, a representative from our Customer Care team has been attempting to contact *** ******** in an effort to clarify these details and resolve this matter. Our records indicate that we have left voicemail messages for *** ******** on several occasions (January 15th, 18th and 22nd, 2024), but as of this date we have not been able to discuss these issues. As a result, we are not able to offer a complete resolution to this matter. I remain confident that if given the opportunity we could resolve *** ********’ concerns, and if she would like to discuss her complaint and be an active participant in its resolution, I would encourage her to contact our Customer Care department at her earliest convenience.

  We trust this resolves this matter and ask to be notified if it is not considered resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.

  Sincerely, 

  Sr. Manager, Customer Care
  Sundance Vacations Network

  Customer Answer

  Date: 01/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have no obligations with *****************************, I do not participate in any activities with ******* since the death of his wife, no i was not explain of any yearly or maintaince fee,i was explain what was said at the presentation ..i continued to help paying until i no longer had contact with ******* no longer, I want to be remove from the contract.. I dont want anything to do with sundance , i do not wish any reimbursment Please call ******* and leave me out of it. If i need to get a notorize letter to be remove i will do so. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:12/26/2023

  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.

  acct # ******************************* ************************ to King of Prussia, PA for the timeshare presentation meeting which was well over an hour and a half as promised . It was quite a journey, but we were excited for the opportunity. We ended up going because they made it seem like it was a once in a lifetime opportunity that rarely anyone gets offered. They said it was an investment that would only grow in value and we shouldn’t miss out on it. When we were there they promised an extra vacation week for "free" if we signed up that day, which seemed like a great deal. We were impressed by the presentation, but we had our doubts. Despite our reservations, we thought it was a great offer at the time. We were young and easily influenced by what seemed to be an amazing opportunity. We now see they took advantage of our emotions and young age. We declined at first because of the amount they wanted right there to sign up was $3,000.00 downpayment.. It was a lot of money for us. We didn't have much time to think about it. We asked for time but they said it had to be today or we would lose out on their special pricing. We have found that the entire sales presentation was high pressure and exaggerated. They made it seem like we would only pay $245 a month and $115 quarterly and be able to have FREE vacations at ANYTIME in ANY PLACE we chose. . But that has not been the case at all. Whenever we want to book there has never been any availability. We have also found that a lot of details had been left out, especially all the fees they charge in addition to our mortgage. we didn't understand all the terms. They said not to worry they would explain everything at another presentation they would set up for us. We are still trying to make sense of everything. We were misled, and now we are in debt for the next 7 years of our lives, which is unfair when we have a ton of bills and 2 children to take care of. We demand this unfair, greatly exaggerated contract be canceled.

  Business Response

  Date: 01/11/2024

  January 11, 2024
  

  Thank you for your letter dated December 28, 2023 regarding ****** *********. I was sorry to hear that *** ********* felt that the decision to purchase his Vacation Program was the product of “high pressure,” or that he feels that some pertinent details of the Vacation Program were not disclosed accurately. It is never our intention to mislead our clients, but rather one of our main priorities to ensure that all information is fully disclosed and that all our customers are comfortable with their purchase. 
  Regarding *** *********’s assertion that our sales staff pressured him into the decision to purchase the Vacation Program, we feel that we gave him ample opportunity to express these feelings, and our records indicate that he never did. As part of our Vacation Program Agreement we include a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by responding “Yes” or “No.” An examination of this form shows *** ********* responding in the
  affirmative when asked about his satisfaction with our Sales staff and the overall purchase.

  *** ********* also makes claims about the booking fees associated with his Vacation Program not being explained and/or covered adequately, but our Agreement covers those details extensively and his confusion is not indicative of any desire on the part of Sundance Vacations to misrepresent those details. 
  To further this point, I have included a page of the Agreement below that clearly describes the fees in an infographic format, and we ask that you note that *** ********* signed the document, indicating that he understood its contents. If *** ********* would like assistance in booking vacation reservations, I would encourage him to contact our Customer Experience team at ###-###-####.

  Since receiving your letter, a representative from our Customer Care team has attempted to contact *** ********* in an effort to clarify these details and resolve this issue. Our records indicate that we have called *** ********* on three occasions (January 9 th, 10th and 11th, 2024), followed up with an email,
  but thus far he has not responded to any of these contacts. As a result, we are not able to offer a complete resolution to this matter. I remain confident that if given the opportunity we could resolve *** *********’s concerns, and if he would like to discuss his complaint and be an active participant in its resolution, I would encourage him to contact us at his earliest convenience.
  We trust this resolves this matter and ask to be notified if it is not considered resolved. Should you have any questions, please do not hesitate to contact this office at ###-###-####.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:12/20/2023

  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.

  Unpleasant Experience with Sunday Vacation I am writing to share my extremely disappointing experience with Sunday Vacation, and I hope that my feedback can serve as a cautionary tale for others considering their services.I initially won a vacation prize in a giveaway, which, unfortunately, turned out to be a front for what felt like a time-share scam. Upon arriving to claim my prize, I found myself subjected to an aggressive and relentless sales pitch that lasted for more than two hours.Despite repeatedly expressing my disinterest in purchasing additional vacation packages, I was pressured and guilt-tripped by multiple sellers, creating a highly uncomfortable environment. The tactics employed by the team were manipulative and coercive, making me feel trapped Eventually, I reluctantly agreed to a purchase, thinking it would finally bring an end to the ordeal. Regrettably, the reality was far from what was promised. The vacations offered turned out to be practically useless, burdening me with quarterly payments of approximately $200 for a type of cleaning fees and other undisclosed charges.To add to the frustration, I have been struggling to obtain a copy of the contract to understand my options for cancelation. The lack of transparency and the constant pressure to make payments, even when facing personal financial difficulties, is both unfair and unethical.In conclusion, my experience with Sunday Vacation has been nothing short of a nightmare. I urge others to exercise caution and thoroughly research any offers from this company. Their business practices are questionable, and the value promised is far from the reality. I am now stuck in a situation where I cannot utilize the vacations, and the financial burden is taking a toll on my already strained budget.

  Business Response

  Date: 01/04/2024

  January 4, 2024

  Thank you for your letter dated December 21, 2023 regarding ********* *****. I was sorry to hear that *** ***** could not afford his Vacation Program, or that he felt that he was in any way “pressured” to purchase it. It is never our intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.

  Regarding *** *****’s assertions that our sales staff pressured him when selling the Vacation Program, we take great exception. We feel that we gave *** ***** ample opportunity to express these feelings, and our records indicate that he never did. As part of our Vacation Program Agreement we enclose a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by answering “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we ask that you note the section below which shows *** ***** answering several questions in the affirmative regarding his overall satisfaction with our Sales staff and his purchase.

  *** ***** also implies that the Service Charges associated with the Vacation Program were not covered by our Sales staff adequately, saying that he was unaware of “quarterly payments of approximately $200 for a type of cleaning fees and other undisclosed charges.” We again ask that you look at the excerpt of the Consumer Disclosure Acknowledgment above, which clearly shows *** ***** responding in the affirmative when asked about the Service Charge. This same fee is also covered multiple times in the
  Agreement, as seen in the sections we have copied below. 

  Since receiving your letter, a representative from our Customer Care team has attempted to contact *** ***** in an effort to resolve this issue. Our records indicate that we have left voicemail messages for *** ***** on several occasions (December 26th, 27th and 30th, 2023), but as of now we have been unable to discuss this matter with him. Thus, we are not able to offer a complete resolution to this complaint. We remain confident that if given the opportunity we could resolve *** *****’s concerns, and if he would like to be an active participant in the resolution to this matter, I would encourage him to contact us at his earliest convenience.

  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. If you have any questions regarding this or any other matter, please do not hesitate to contact this office at (************.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:12/20/2023

  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 name is *********************** and I am active duty military stationed at Ft. ***, **. I am married nearly eight years now and we do not (cannot) have children. Instead we have two small westies. I was interested in Sundance Vacations to owe back to my wife all of the time I have been deployed, training in the field or in other locations with my unit. I saw Sundance Vacations as an economical way to spend my annual leave.I signed onto Sundance a little less than two weeks ago and I tried to book my first vacation. I noticed that not a single location accepted pets - worldwide. This led me to believe that there is a no pet policy. I called Sundance Vacations to clarify their no pet policy. They confirmed that Sundance does not allow pets except for service animals. I could not find that in the terms and conditions. I called the Customer Experience Team twice to get a first and second opinion and their answer was the same: Acquisition and continued enjoyment of the Vacation Services is subject to Travelers compliance with this Agreement and the Reservation Requirements So all of the reservation requirements excluded pets? I mentioned on the phone so there IS a no pet policy. The representative explained that the traveler is "subject to rules that the reservation has."How am I supposed to know as a customer that all of the properties do not accept pets? At what point is this disclosed? It is not stated in the contract. My first experience with Sundance was their phone call and sales pitch. Their contract does not have a policy on pets and I would have never signed with them if they had one. Pet care outweighs the proposed savings in travel that Sundance offers, so I might as well pay in full for most locations - no savings and without being with my dogs.I feel like I have been deceived and I can argue that my terms and conditions prove it. I understand that marketing is important but outright deceit is what I feel I was handed in my particular situation.

  Business Response

  Date: 01/04/2024

  January 4, 2024

  Thank you for your letter dated December 21, 2024 regarding ****** *****. I was sorry to hear that *** ***** felt that he had been misinformed regarding the ability to travel with his dogs.
  When we received the letter from your office, we had a representative from our Customer Care team reach out to *** ***** in an effort to resolve this matter, and I am pleased to report that we have reached an amicable resolution. Our records indicate that in response to his dissatisfaction regarding the Sundance Vacations policy regarding pets, we agreed to revise his Vacation Program to a paid in full status, relieving him from responsibility for $7,500.00 of principal still owed and allowing him the use of sixteen (16) vacation weeks as outlined in his Agreement. We also agreed to waive *** *****’s next two Quarterly Service Charge installments. Our records indicate that *** ***** was satisfied with this
  resolution, and we look forward to assisting him with his future vacations.
  We trust that this resolves *** *****’s complaint, and we ask that you notify us if it is not resolved.
  Should you have any questions regarding this matter, please do not hesitate to contact this office at (************.
  

  Sincerely, 

  Sr. Manager, Customer Care
  Sundance Vacations Network

  Customer Answer

  Date: 01/07/2024

  Dear BBB:

  First, thank you for giving me a voice. Sundance reached out to me and addressed the issue with a resolution. More important to me than that resolution was the quality of the customer care that they provided. I received more than I expected speaking with a representative who was actually invested in my concern. I was more than a number, I was a person and that deeply resonated with me. I am totally satisfied with the outcome made possible by your team. I am looking forward to using my vacation weeks!

  Respectfully,

  -***********************

• Initial Complaint

  Date:12/16/2023

  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 joined the Sundance vacation on October 5,2022. I was introduced to a 12 weeks Sundance vacation package at the cost of $5,400:00 dollars with a 12.25% interest APR ,monthly payment of $116.28 for 59 total numbers of payments. My account number is #********. I used my credit card to make a deposit payment of $200.00 dollars from the total Sundance package of $5,400:00 dollars. The new package balance is now $5,200:00 I was also told an annual payment of $479:00 dollars the service charge will be paid by me in addition to the purchase of the Sundance vacations package. This amount is divided into a payment of $119.75 dollars for every 3 months .To be paid to this address :*** ***** *********.P .O .Box **** .************************,** *****-****.I asked if the Sundance vacations covers some vacations trips to Nigeria,in West Africa, because this is the only place I like to go for vacations and I was told that Sundance vacation is all over the world, I should continue to check for the trip to Nigeria from their app ,which I always do and nothing came up. Ever since I joined in October 5; 2022, I have called the Office to asked about the Sundance trip to Nigeria as well as to tell them that I have checked the app on several occasions and No trip to Nigeria from Sundance Vacation. I called the office that I want to CANCEL their service that I do not benefit from it .I was given a number to call and explain to the person, that I have been unable to use any of the 12 weeks vacations package due to the reason that they do not cover Nigeria .Her name is : ******* Client Resolutions 264 Highland Park Blvd Wilkes-Barre,PA 18702 Email: ******@*******.com Phone:********** I called on March 21;2023 to explained to her that their service and the packages of the Sundance vacations do not meet my needs for joining and is of no benefit to me. Since they do not go to Nigeria and I want to cancel the service. She said she can modify my vacation agreement. Which she did and the price for the total Sundance package is now $3;457.59 At the annual percentage rate of 5%, monthly payment of $60.18 dollars . For same 12 weeks of vacation.And that the annual payment of $479:00 dollars is fixed on the account I have with them. Dear sir/ ma , I do need your Help for a Total CANCELLATIONS of my service with Sundance vacation. This is not working for me at all. All my effort to cancel is not working for me. During one of my recent call I was told am almost done with the payment for my Sundance vacation that my balance is remaining $2,622.73 dollars. That I will only be left with the Annual charges PLEASE i don’t want to pay anymore.The 12 weeks is still untouched and I have gone to Nigeria twice since I joined them am still unable to use any of the 12 weeks vacations. I was telling my co- workers about my problem and they said I should go through BBB I plead with you to help me. So that I can stop paying them . Thank you 

  Business Response

  Date: 12/26/2023

  December 26, 2023

  Thank you for your letter dated December 19, 2023 regarding ********* ********. I was sorry to hear that **** ******** felt that the details of her Vacation Program Agreement were not
  adequately disclosed. It is never our intention to mislead our clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.

  In her letter to your office **** ******** expressed dissatisfaction with the destinations available for travel through the Vacation Program. While we are sorry to hear that **** ******** was not pleased with the selection of properties available through our services, we feel that there are many destinations available that would have provided her with excellent vacations at significant savings.

  Upon receiving your letter, a representative from our Customer Care team contacted **** ******** and our records indicate that, in the interest of providing exemplary customer service, we agreed to honor her request for cancellation. **** ******** was sent our standard Termination Agreement and she returned the executed document, effectively cancelling her Vacation Program and relieving both parties from their contractual obligations.

  We trust this resolves **** ********’s complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not
  hesitate to contact this office at ###-###-####.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:12/06/2023

  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.

  On May 21, 2022 my wife and I went to Sundance Vacation presentation at the King of Prussia location. They lured us with the promise of getting a free vacation if we completed the presentation, however we soon learned that it was a ploy to get to purchase a timeshare. After the presentation, my wife I were taken to another room where representatives began pushing the timeshare. My wife and I repeatedly told them we were not interested and simply wanted the free week of vacation however the representatives encouraged us to have an "open mind." Eventually we were pressure and felt obligated to purchase a package which was the absolute worst mistake. To date, we have not used a single vacation week, as most of the vacations are either not available or not "199" as we were led to believe. Additionally, we later realized they were not honest about the loan and interest and are paying way more than we expected for a service we have never used or are even able to use. This whole ordeal has been an unexpected and unwanted financial burden. We attended the presentation to receive a free vacation and unfortunately were pressured into an unwanted contract, We were completely misled on the fees, are now suffering. Ive contacted Sundance to cancel my membership because I have not used it and dont plan on it because it is a scam and Im not financially capable to carry out this contract I was forced into. I am unsatisfied, unhappy and I am seeking a full refund, and for this contract to be cancelled.

  Business Response

  Date: 12/26/2023

  December 26, 2023

  Thank you for your letter dated December 8, 2023 regarding **** *******. I was sorry to hear that *** ******* felt that the decision to purchase his Vacation Program was the product of being “pressured,” or that important details regarding the financing were unclear. It is never our intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully disclosed and that all our customers are comfortable with their purchase.

  Regarding *** *******’s assertion that our sales staff pressured him into the decision to purchase his Vacation Program, we feel that we gave him multiple opportunities to express these feelings, and our records indicate that he never did. As part of our Vacation Program Agreement we include a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we ask that you note the section below which shows *** ******* responding in the affirmative when asked about his satisfaction with our Sales staff and the overall purchase. 

  In *** *******’s letter he also questions the financing arrangement that he entered, claiming that Sundance Vacations “were not honest about the loan and interest and [we] are paying way more than we expected…” While we are sorry that *** ******* was confused regarding the financing arrangement he entered into, we feel that these details were thoroughly disclosed. When *** ******* purchased his Vacation Program, he chose to take advantage of the Installment Payment Option as seen in the copied section below. We further ask that you note the other sections below, which define these arrangements and detail the associated costs, as well as the attached documents which show *** ******* signing and/or initialing to indicate that he understood their contents.

  When we received the letter from your office, we had a representative from our Customer Care team research *** *******’s account in order to see what we could do to assist. Our records indicate that during a phone conversation on December 11, 2023 we were able to discuss this matter with **** ******* and I am pleased to report that we were able to reach an amicable resolution. In the interest of providing exemplary customer service, we agreed to revise the Fortune’s account by relieving them of $3,772.78 of principal owed on the Vacation Program, while still providing them with the use of eleven (11) vacation weeks as outlined in their Agreement. Our records indicate that **** ******* was satisfied with this resolution, and we look forward to assisting them with their future vacation plans.

  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:12/05/2023

  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.

  December 2015 we signed a contact with Sundance. We paid the principal in full the night we signed the agreement and have faithfully paid the yearly renewal fee. This year December 2023, we attempted to pay for two years of renewal fees. We were told $120 and the new fee for the second year was over $400. We sent our contract to them showing that the fee cannot be raised from than 5%. See number 2 on the form. We were told the legal team said it was an annual contract so it can change. This does not make sense to us that a contract that talks about annual fees and says will not increase 5% per year is considered an annual contract. The wording sounds like we are agreeing on the future. We never signed a new contract or received a new contract. We were already disappointed the diversity of vacations has reduced and limited options by major attractions. It is like you have to plan vacations around their locations and not around where you want to go. Places we have gone have not made you feel like they are nice places or even fancy. I think we have used this only twice in eight years because we struggle to find desired locations. Due to the disappointment in violating the 5% increase, disappointment in inventory, and disappointment in the customer service, we request the principal has been refunded in full. Judging by the spike in annual fees, they are trying to cancel out these older contracts. Sundance got their annual fees. Now I request a $3000 refund and we part ways.

  Business Response

  Date: 01/18/2024

  January 18, 2024

  Thank you for your letter dated December 8, 2023 regarding ****** *****. I was sorry to hear that **** ***** felt that some pertinent details of her Express Travel Agreement were not being honored. It is never our intention to mislead clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.
  

  In her letter to your office **** ***** expresses disappointment regarding the Annual Renewal Charge that is associated with her Vacation Program, claiming that the fee had risen to levels that were not in line with what was contractually agreed to. These fees are managed and collected by Travel Advantage Network, and after the receipt of this matter we discovered that they had incorrectly been adjusted to amounts that are not allowed as per the terms of **** *****’s Agreement.

  Upon investigating this matter and discovering the error, we immediately began efforts to contact **** *****, and our records indicate that during a phone conversation on January 11, 2024 we were able to bring this matter to an amicable resolution. After discussing the matter in great detail, we agreed to revise **** *****’s Annual Renewal Charge to an amount that is in accordance with the terms of her Agreement, and to compensate for the confusion created by this error we agreed to waive her Renewal Charge for the year, and the correct amount will now be due on December 1, 2024. Our records indicate that **** ***** was satisfied with this resolution.

  We trust this resolves **** *****’s complaint, and we ask that you notify us if it is not resolved. 

  Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:11/30/2023

  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.

  On November 28, 2023 my boyfriend received a phone call that he won a free vacation that he entered at the ****************. Sundance gave him information about how to receive his prize and that we were to meet at their location in King of Prussia at 7:30 pm.Upon arrival we entered a presentation room.The pushy representative began to describe the pricing on the “charter deal” and how it came with all these benefits including a payment plan.Then a second salesman spoke very fast and gave us an offer to put down $3,000 and pay $244 a month.They said we were paying this money out of pocket and it would ONLY be $15,000.We are a very young couple and we live paycheck to paycheck so we said no.He then told us he would go get his boss so she could sign off on our free prize and get some feedback on his service.The boss immediately started pressuring us into paying the 3,000.We told her we can’t afford it.She proceeded to ask “can you just use your credit cards?” Again,no.She then proceeded to knock the down payment to $1,000 and the monthly payment to $230.We told her again,no.Then the presenter says we can choose any down payment we want.At this point we were starting to feel reluctant.We asked for space to talk it over and they told us to call them over once they decided.They didnt give us more than a few minutes.The salesman said “we can take $300 as a down payment, nothing lower”.So we gave in.The following day we researched the site and found fees that we weren’t told about.We proceeded to cancel.A representative offered a lower price which was $80 a month and told me no we can’t get out my contract.After going back and forth she finally emailed a contract termination. She argued that we didn’t need to see their signature as well, and they reluctantly got someone else to electronically sign it and send it back.We want to make sure that this contract is actually terminated.Payments weren’t set to begin until January 2024 and we did not use any of their merchandise.

  Business Response

  Date: 12/14/2023

  December 14, 2023

  Thank you for your letter dated December 1, 2023 regarding ********* ********. I was sorry to hear that *** ******** could not afford her Vacation Program, or that she felt that she was “pressured” into her decision to purchase. It is never our intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to understand.
  Regarding *** ********’s assertion that our sales staff “pressured” her when selling the Vacation Program, we take great exception. We feel that we gave *** ******** ample opportunity to express these feelings, and our records indicate that she never did. As part of our Vacation Program Agreement we enclose a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-tounderstand questions by answering “Yes” or “No.” I have enclosed a copy of this Acknowledgment for
  your reference, and we ask that you note the section below which shows *** ******** answering several questions in the affirmative regarding her overall satisfaction with our Sales staff and her purchase. 

  Upon receipt of your letter, we examined the records associated with *** ********’s account and discovered that this matter had already been resolved. During a phone conversation on November 30, 2023, we agreed that in the spirit of providing exemplary customer service we would honor *** ********’s request and cancel her Vacation Program. This cancellation completely relieves *** ******** of the $15,000.00 of principal still owed on the Vacation Program. We sent *** ******** our standard Termination Agreement, she returned an executed copy, we returned an electronically signed copy back to her (enclosed below) and her Vacation Program has been effectively cancelled. To further assure *** ******** that her account has been cancelled, we have enclosed a final cancellation document with this letter.
  We trust this resolves *** ********’s complaint, and we ask that you notify us if it is not resolved. 

  Should you have any questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network