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.

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

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• 

  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:07/26/2022

  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.

  My girlfriend and I visited Sundance Vacations company in ** after she won a 7 night vacation from a bridal party. We were told in order to redeem the vacation we had to sit through a 2 hour presentation. After being there for several hours we were near the end of the presentation , thinking all thats left is to claim our prize and enjoy our free vacation, they sent out a sales person to assist us. Not only did they pressure pressure two 23 year olds into buying a package we couldn't afford, we said no multiple times stating that we only wanted the free vacation promised to us. During the sales pitch I said we felt pressured, after declining multiple times , because it was too expensive. They brought in a "manager" to lower the price and keep pushing, not only were we an hour away from home we just sat through a 2-3 hour presentation we were so tired and just agreed because we wanted to grab some food and head home. Being fatigued there was only one way out so they took our personal information and signed us up. I just want out of the contact and to get my money back, we haven't used any of the services we are paying for nor did we use the free vacation , afraid they're would be strings attached.

  Business Response

  Date: 08/10/2022

  August 10, 2022 

  Thank you for your letter dated July 27, 2022 regarding ****** *********. I was sorry to hear that ***  ********* has not yet utilized his Vacation Program, or that he felt that his decision to purchase was the  result of our sales staff “pushing.” 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 him when selling the Vacation  Program, we take great exception. We feel that we give all our customers, including *** *********, 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 Mr.  Confident answering several questions in the affirmative regarding his overall satisfaction with our Sales staff and his purchase.  
  
  Since receiving your letter, a representative from our Customer Care team has been able to discuss this  matter with *** ********* and bring it to an amicable resolution. During a phone conversation on August  8, 2022, we agreed that in the spirit of providing exemplary customer service we would honor *** *********’s request and cancel his Vacation Program. This cancellation completely relieves *** ********* of the $1,664.66 of principal owed on the Vacation Program. We sent *** ********* our standard Termination Agreement, and as soon as he returns an executed copy to our offices his account  will be effectively cancelled. 
  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, 
  Ed C******** 
  Sr. Manager, Customer Care 
  Sundance Vacations Network

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed that I won a free vacation provided by Sundance vacations because I signed up to win at the ** farm show. My wife and I had to go to the Sundance office to claim our prize. When we got there we had to sit through a presentation about Sundance vacations then we were taken into another room and told someone would be with us to give us our prize. When the person sat down they immediately started to try and sell us a vacation package after multiple times of telling her no she went and got another man. She said he was her boss. He then started trying to sell us stuff. We told him no multiple times. He then got another man to come and talk to us after telling him no multiple times we eventually said okay just to get out of there. We said okay to a 2,000$ contract at 60.03$ a month plus a 479.00$ fee that would be taken in increments quarterly. I feel like I was extremely pressured into agreeing with a contract with Sundance or I wouldnt have gotten out of there. My wife i and were there for well over 3 hours. The date of this agreement was April 2nd 2022. I would like this contract to be canceled. I was told it wasnt a timeshare but it definitely feels like one to me. When I called the company to try and see if we can void this contract the lady got an attitude and said the only way its void is if I pay for it out right. She then said someone from customer relations would call me. They never called.

  Business Response

  Date: 07/27/2022

  July 27, 2022 
  Thank you for your letter dated July 21, 2022 regarding ******* *****. I was sorry to hear that ***  ***** was confused regarding the definition of his Vacation Program (which is not a timeshare interest),  or that he felt that his decision to purchase was the result of being “extremely 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 *** *****’s assertion 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.  
  Since receiving your letter, we reviewed *** *****’s account and discovered that we had already brought  this matter to an amicable resolution. During a phone conversation on July 20, 2022 (the day before we 
  received the letter from your office), we agreed that, in the spirit of providing exemplary customer  service, we would honor *** *****’s request and cancel his Vacation Program. This cancellation  completely relieves *** ***** of the $1,716.32 of principal owed on the Vacation Program. We sent *** ***** our standard Termination Agreement, and as soon as he returns an executed copy of to our offices  his account will be effectively cancelled and both parties will be released 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  (800)220-9400. 
  

  Sincerely, 
  

  Ed C******** 
  Sr. Manager, Customer Care 
  Sundance Vacations Network

• Initial Complaint

  Date:07/19/2022

  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.

  Back in 2017 I received a call from Sundance Regarding winning a free ****** with the stipulation of sitting through a presentation. My name was/has been on the Do Not Call registry for years so I'm not sure how or why they were able to call me. During the meeting with the representative I was sold on the possibilities which at the time seemed good to save up weeks for the future. The term vacation package and timeshare was also used interchangeably which led me to believe it was a timeshare. I would later find out that this company only offers vacation packages and I only found this out recently from another time share company. Recently I reached out to Sundance advising them that I would like to cancel my account that I haven't used and was informed that I wouldn't be allowed to. So on top of poor customer service, lack of appealing locations, misleading services, they attempt to strong arm you into continuously paying into a product that will not be used. Originally I just wanted out of the contract, however, now I would like a refund & to get out of this contract. Did I mention if you don't make a payment on the date they will call, email, and text you the next day. Seems like borderline harassment at this point.

  Business Response

  Date: 07/27/2022

  July 27, 2022 
  

  Thank you for your letter dated July 20, 2022 regarding ***** *****. I was sorry to hear that  *** ***** felt that his Vacation Program was not satisfactorily fulfilling his vacation needs, or  that he was confused about the details of the Vacation Program he purchased on August 24, 2017. 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 his letter to your office *** ***** states that we led him “to believe it [the Vacation Program] was a timeshare.” While it is unfortunate that *** ***** was confused by this detail, the fact of  the matter is that the services provided by Sundance Vacations are not, in fact, a timeshare  interest, and we feel that this in no way is indicative of any sort of effort on our part to be  “misleading.”  
  

  Since receiving your letter, a representative from our Customer Care team discussed this matter  with *** ***** and offered to assist with the future use of his purchased vacation weeks, even  offering to reduce the size of the Vacation Program to better suit his needs. *** *****, however,  made it clear that he was not interested in continuing with his Vacation Program. Considering  these circumstances, we decided to honor *** *****’s request and cancel his Vacation Program, 
  relieving him from his obligation to the remaining principal owed ($2,695.72). We sent our  standard Termination Agreement to *** *****, and he returned the executed document to our  office, effectively cancelling his Vacation Program.  
  

  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,  
  

  Ed C******** 
  Sr. Manager, Customer Care 
  Sundance Vacations Network

  Customer Answer

  Date: 08/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have the worst customer service between rachel, ed and valerie, They keep on asking for quarterly payments, they need to stop calling me as i dont wanna deal with this company anymore. This company has got issues especially majorie the property manager, this lady bugged into my business period. Ed laughed at me over the phone. They are violating collection laws!

  Business Response

  Date: 07/28/2022

  July 28, 2022 
  

  Thank you for your letter dated July 21, 2022 regarding ****** ************. I was sorry to  hear that *** ************ felt some pertinent details of his Vacation Program regarding the  associated fees were not covered satisfactorily. 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.  
  

  Regarding *** ************’s assertion that there is something amiss in the notion that we “keep  on asking for quarterly payments,” it is our position that these associated fees were well-covered  and well-known to him. His demands that we “stop calling” him when he was delinquent on his  scheduled payments are groundless, and his claims that Sundance Vacations is in any way  
  “violating collection laws” are baseless and should be roundly dismissed. I have included excerpts from *** ***********’s Agreement below, as well as full copies of the pertinent pages,  all of which clearly disclose these fees and include his signatures to indicate that he understood  their contents.
  

  Regarding *** ***********’s complaints about the representatives he discussed this matter with,  it is our position that he received exactly the level of professionalism that he was deserving of  during his recent interactions with our organization. In spite of his desire to not pay for his  Service Charges (even though he has taken ten vacations through our services in the last two  years), our representatives were well within their rights to inquire about these delinquent  payments. During these calls with several of our staff members (named in his complaint), ***  ************ repeatedly used vulgar language, as well as demeaning and derogatory terms.  These calls were sent to me to review, and I personally reached out to *** ************. When I  reached him on the phone it was made clear to *** *********** that I would not tolerate him  treating the women on our team in such a manner, at which time he used the same unacceptable,  classless language with me – at which point I did laugh at his inability to communicate without  resorting to juvenile vulgarity. 
  

  Before the end of this call, I informed *** ************ that we would be delighted to honor his  request and cancel his Vacation Program so that he never has to pay the aforementioned Service  Charges again. While it would have been our desire that *** ************ could have achieved his objective of getting out of this dispute with our company and resolved it peacefully, it is clear  that he has no capacity for doing so. We sent a cancellation document to *** ************,  thereby ending our relationship with him and relieving both parties of their contractual obligations. 
  We trust this brings this matter to a close 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 (800)220-9400.  

  Sincerely, 
  Ed C******** 
  Sr. Manager, Customer Care 

  Customer Answer

  Date: 07/29/2022

  [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: your lack of response to complaints and ignoring the facts of mistakes to not fix  them! you didnt so i put you in your spot. if i get anymore communications from this company. you will here from my attorney!
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:07/18/2022

  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.

  During the initial sales pitch we were shown a specific layout of the units that Sundance offers. The only deviation in the layout was the number of rooms which correlated to the number of guests. The units included a kitchen, living room, bedroom(s), and a bathroom. The Sundance sales team members led us to believe that all the units had the layout that was displayed during the presentation. As mentioned before, in my initial request, my wife discovered that the units available to her, when she was planning her vacation to ***********, did not resemble what was sold to us; however, the unit moreover resembled a hotel room. If the sales team members mentioned that the layout was not guaranteed and could change depending on the location, or that availability was so limited, we would not have purchased the vacation package. We were excited that any destination we chose around the globe would have a comfortable, spacious, and practical layout that was pitched to us. Being deceived and mislead has made us lose trust in this company. This has only made us wonder what else we have been misinformed about. During our initial sales pitch and at our seated meeting with our vacation package specialist, we were informed that the units are kept up-to-date due to the annual maintenance fee. While looking for units in almost every location, one can see that this simplify isn't true. We can provide endless examples supporting of this material misinformation. Continuing with more material misinformation, we were told that Sundance has ample number of units in high demand locations. This was the response, by the Sundance sales team, to the question asked about unit availability during peak seasons. At no time did the sales team mention that some destinations are booked a year out. In fact, they implied and stated verbally that booking would not be an issue. Section too limited to state all misrepresented information. Reached out to Sundance for a full refund. We have not used anythi.

  Business Response

  Date: 07/28/2022

  July 28, 2022 

  Thank you for your letter dated July 19, 2022 regarding ***** ***********. I was sorry to hear  that *** *********** was seeking your assistance to cancel his contract, and that he felt that the  vacation weeks he purchased were not what was promised and were difficult to utilize. 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 his complaint to your office, *** *********** claims that he was informed that all of the units  available for travel would be full condominium-style accommodations, including “a kitchen,  living room, bedroom(s), and a bathroom.” While many of the units available through ***  ***********’s Vacation Program are these types of accommodations, there is a wide variety of  room types available – something that is largely dependent on the area being travelled to. In a  city like New Orleans there will generally be smaller accommodations (hotel-style rooms,  studios). In beach and mountain resorts there will often be exclusively one and two-bedroom  units (condominiums, townhomes, etc.). This idea is covered several times in the Agreement, as  seen in the excerpts copied below.
  
  *** *********** also claims that availability is limited, although he gives no specific details to  support this assertion. In reviewing *** ***********’s complaint, I did a quick search of our  website, which includes an Availability Map. We have included a screenshot below, which  shows the number of vacation properties available for travel through the end of the year. We ask  that you notice that there are hundreds of possibilities on our Availability Map in just the  USA/Caribbean/S. American region – with many more throughout the rest of the globe. If there  is a specific vacation that *** *********** would like us to assist him with, we would be  delighted to have someone from our Customer Experience team assist him in that endeavor.
  
  Since receiving your letter, a representative from our Customer Care team has been in contact via  email with *** *********** in an effort to resolve this issue. In those emails, we have offered to  resolve this matter by offering *** *********** a refund of 50% of the principal he has paid  towards the Vacation Program ($6,250.00). We would also like to provide *** ***********  with the full use of thirteen (13) vacation weeks for the remaining principal, to be used as  outlined in his Agreement. As of now we have not heard back from *** ***********, and as a  result we are not able to offer a complete resolution to this complaint, although we remain  confident that we can bring this matter to an amicable resolution. 

  We trust this resolves this matter, 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,  
  

  Ed C********  
  Sr. Manager, Customer Care  
  Sundance Vacations Network

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to Sundance locations on 7/15/22 to receive a free vacation I had won. I felt pressured to close the sale after we had already stated that we could not afford the more pricey options, And signed up for a 3 week contract. We feel misled by the presentation as there are not nearly as many locations as was advertised in the meetings. I have reached out to the company by email about canceling the policy, but have not heard back yet. I would like to know how to cancel my contract and receive a refund for the money I put down. My account number is ********.

  Customer Answer

  Date: 07/19/2022

  Hello, my complaint has been resolved! Thank you.