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.

  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:11/24/2023

  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.

  We entered our names into a raffle at a Sportman's Show back in February of 2022, in which we were called shortly after and told we won a free trip. We scheduled an appointment, where we showed up and had to sit through a seminar showing what the company was about. We were then taken to a table choose a package. We made it clear that we were not interested due to purchasing a camper and not having time to use the trips. After a while, the gentleman brought over a "manager" and we were given a smaller package option that "we could not pass up" as he stated. It was an agreement for 12 trips for around $4000. We would put a deposit down and were told it was low interest and the interest was all up front, so it would be paid down quickly with $100 a month payments. We were told that the locations were amazing suites all over the world, and they attempted to show us an example, but conveniently the system was down. After being pushed into signing the paperwork, we did. Fast forward to today, every time we have taken a trip we looked with Sundance first, and the places are either not available or look very cheap and trashy. The reservation fee is never under $200 as they say. We have had multiple vacations, for less than what we would be paying Sundance between the quarterly service fee and booking fees. This company has terrible misrepresentation, and strong-arms you into signing up for their services, which are a waste of money. We have sent a letter to the company attempting to resolve this matter, and have yet to hear back besides a phone call trying to book a trip. We would like off of this agreement asap, as well as any money paid in back. They have taken our money and we have gotten nothing as promised in return. We feel as though they were praying on us as a young couple with young children, not know our way in the world or being aware of schemes as such. Account # ********

  Business Response

  Date: 12/07/2023

  December 7, 2023

  Thank you for your letter dated November 27, 2023 regarding ******* *****. I was sorry to hear that **** ***** felt that the decision to purchase her Vacation Program was the product of being “strongarmed,” or that she had concerns regarding the quality of the vacation weeks that she purchased. 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 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 cation 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, but we ask
  that you note the section below which shows **** ***** answering in the affirmative when asked about her satisfaction with our Sales staff and the overall purchase.

  **** ***** then makes complaints regarding the quality of the properties available through her Vacation Program, but it is our position that these claims are entirely without merit. For example, **** ***** says that one of the reasons she is requesting to cancel her Vacation Program is that when she looked to book a vacation “the places are either not available or look very cheap and trashy.” When we attempted to show **** ***** the wide variety of vacation accommodations available for her to book, she declined our
  efforts to do so, indicating to us that she was not open to being shown how to successfully utilize them.

  Upon receiving the letter from your office, we had a representative from our Customer Care team research **** *****’s account in order to see what might be done to settle this matter. During several phone conversations on November 30th and December 1st, 2023, we were able to discuss this matter with **** ***** and we agreed, in the spirit of providing exemplary customer service, to honor her request to cancel her Vacation Program, relieving her completely from the $3,284.10 of principal still owed. We sent our standard Termination Agreement to **** *****, she executed the document, and her account has been effectively cancelled. A refund of the principal paid towards the Vacation Program has been processed ($2,115.90). Our records indicate that **** ***** was satisfied with this resolution. 

  We trust this resolves this matter and ask to be notified if it is not considered 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

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 13 2023 me and my significant other and our son went to an appt at a Sundance Vacations. We knew that we would be watching a presentation with a group of people. However, we did not know that we would we brought to different room afterwards and pressured into buying basically a “time-share” scheme. When we refused they then brought in another individual who continued to pressure us. Meanwhile this whole time I had my non verbal autistic son with me, who was having issues being there. I expressed this numerous of times to them, with them not caring. After the purchase we then realized that any place we tried to vacation then never had any rooms available or the rooms were disgusting. After doing my research I’ve realized that they basically tell you, you can’t cancel because it’s a contract. It’s apparent that if no resulting is met, I’m going to have to get a lawyer.

  Business Response

  Date: 12/06/2023

  December 6, 2023

  Thank you for your letter dated November 22, 2023 regarding ********* ******. I was sorry to hear that *** ****** felt that the decision to purchase her Vacation Program was the product of being “pressured” by our Sales staff, or that she was having difficulty making reservations to utilize her vacation weeks. It is our stated intention to provide all our clients with quality vacations that represent a good value.

  Regarding *** ******’ assertion that our sales staff pressured her into the decision to purchase the Vacation Program, we feel that we gave her ample opportunity 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 *** ****** responding in the affirmative when asked about her satisfaction with our Sales staff and the overall purchase. 

  Upon receiving the letter from your office, we had a representative from our Customer Care team research *** ******’ account in order to see what might be done to settle this matter. During a phone conversation on December 6, 2023 we were able to discuss this matter with *** ****** and I am pleased to report that we were able to reach an amicable resolution. After discussing the issue in great detail, we agreed to revise *** ******’ Vacation Program, relieving her of $10,000.00 of principal still owed on the Vacation Program, while providing her with the use of twelve (12) vacation weeks to be used as outlined in her Agreement. We also agreed to waive the Service Charges owed on her account until April 2024.

  Our records indicate that *** ****** was satisfied with this resolution, and we sincerely hope to assist her with booking her vacations in the near future.

  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 don’t hesitate to contact us at ###-###-####.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

  Customer Answer

  Date: 12/07/2023

  I can't open the file sent to me 

  Customer Answer

  Date: 12/07/2023

  [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:11/16/2023

  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.

  ****** went to a concert around May 2023 and signed up to win a free vacation. He received a call on 05/30/2023 stating that he won this free vacation and that he had to go to Sundance Vacation in Wilkes Barre to pick it up. We went there to pick up a free vacation and had to watch a video. After the video we were told to sit down and look into purchasing a vacation package. When we told the salesperson we don't have the money to put down on one he kept coming back with different offers. There was one other person there with us who was able to leave. They can't not have a sale with this group. ****** and I were tired after just working all day and now we're being pressured into something we don't have money for. Finally they came back with an offer for $200 down and $153.91 per month. We purchased it because we just wanted to get out of there. That is literally all the money we had and now we have to pay $153.91 a month plus a service charge every 3 months of another $145. We will never use this service because we scrap by as it is. We left feeling tired and confused because we were there a couple of hours due to them needing a sale and pressuring us into something we can't even afford. I'm not even sure how much we owe at this point since we don't receive statements or anything except when we'll be hit with another service charge. I know there isn't a right to rescind because this pressured sale wasn't made in our home. We didn't want this but didn't know how to leave without buying something because the salesperson and his Manger wouldn't leave us alone until we did. Yes we filled out a survey but this is filled out while we're still in your building. I wonder what people would really say if this survey was filled out in the comfort of their own home. We haven't even used the free vacation because there are fees associated with it which don't even make the vacation free. We would like this resolved asap. We intend to stop payment on any further payments.

  Business Response

  Date: 12/06/2023

  December 6, 2023

  Thank you for your letter dated November 17, 2023 regarding ****** *******. I was sorry to hear that *** ******* felt that her decision to purchase her Vacation Program was a product of our Sales team “pressuring [her] into something [she] can’t even afford.” It is never our intention to add any unwanted stresses to our clients’ lives, but rather one of our main priorities to ensure that all information is fully disclosed and that all our customers are comfortable with their purchases.
  

  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-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 overall satisfaction with our Sales staff and her purchase. 

  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 November 28, 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 an effort to assist *** ******* we agreed to revise her Vacation Program by relieving her of $6,500.00 of principal 
  owed, while providing her with the use of seven (7) vacation weeks as outlined in her Agreement. 
  

  Furthermore, we agreed to waive the Service Charges associated with *** *******’s Vacation Program until March 2024. Our records indicate that *** ******* was satisfied with this resolution, and we look forward to assisting her with her 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 don’t hesitate to contact us at ###-###-####. 

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

  Customer Answer

  Date: 12/07/2023

  I have spoken from ** from Sundance and we have updated the contract terms. 

  Thank you for your help with resolving this issue 

  Customer Answer

  Date: 12/13/2023

  [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:11/13/2023

  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.

  We joined Sundance vacations a few years ago. Several months ago we decided we wanted to end our membership. I called and spoke to someone on the phone. That person said we couldn't end our membership with them. They have continued billing us, even though I have refused to pay. I feel this is harassment and extortion.

  Business Response

  Date: 11/30/2023

  November 30, 2023 

  Thank you for your letter dated November 14, 2023 regarding **** *****. I was sorry to hear that *** ***** decided that he wanted to end his use of his Vacation Program Agreement. While we would love to assist *** ***** with utilizing his vacation services, it is certainly within his rights to discontinue the Agreement. Having said that, our records indicate that we never received any communications from *** ***** to indicate that this was his desired course of action – resulting in his account remaining active and

  his Service Charges renewing.

  Upon receiving the letter from your office, we immediately attempted to contact *** ***** in an effort to resolve this matter. Our records indicate that a representative from our Customer Care team made several attempts to call *** ***** (November 28th, 29th, and 30th, 2023), but to this point has only been able to leave voicemail messages. In an effort to provide exemplary customer service, however, we have begun the process of cancelling *** *****’ account by sending him our standard Termination Agreement
  (copied below). As soon as we receive the executed document from *** ***** his account will be effectively cancelled and both parties will be released from their contractual obligations.
  

  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 contact this office at ###-###-####.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations

• Initial Complaint

  Date:11/13/2023

  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.

  I received a call from Sundance last week saying I was selected to win a free week vacation and an echo dot. All I had to do was stop by their office along with my wife and sit through a presentation. We would only need to be there for an hour. I scheduled the appointment for Friday Nov 10th at 6pm. My wife and I, along with our two year old went to the Sundance office in Parsippany, NJ. We met with a sales rep who went over a couple of packages worth $15000 for 25 one-week vacations and $20000 for 30 one-week vacations. There would be a annual membership fee of $580. On top of that there would be a booking fee of $199 to $399 depending on the time of the year - low/high demand. A down payment of $1000 would be needed immediately. I enquired about any taxes/hidden fees and was told there "could" be additional fees that certain resorts/hotels would charge. It was not explained which ones and how much. We declined saying we couldn't afford the package. The sales rep kept lowering offers and even brought a manager in to reduce the package to a 10 week deal. We declined again . This went on for a while and when we had declined three to four time we finally were told to follow the sales rep to her office to collect our free gifts. By then we were there for almost two and a half hours. Once in the sales rep's office, she said she has an offer for 5 vacation weeks for $2250. However, to finance the $2250, the interest rate would be 12.25%. This works out to $68 for 36 months. The presentation, brochure and promotional material shows a "Us" vs "Them" comparison. In one such example, a booking via Sundance is shown to cost $498 ( $399 booking fee + $99 spf14 + $0 tax), while on Expedia the same package costs $2317. Obviously what is left out of the Sundance cost is the monthly payment and the yearly payment of $580 which has to be paid as long as the contract is active. And then there is additonal taxes and fees that the resort may charge. This was completely misrepresented to us during the presentation. When I asked the sales rep about this, she said something to the effect of "...the annual $580 will be credited back as points so you dont have to worry about it." Additionally, when I login to my account to make a reservation, there are only a few available options, even for well into next year. During the presentation however, somehow there were hundreds of options available even for next month. After three hours with the sales rep we went ahead and signed the contract under these misrepresentations and false advertising. We made a down payment of $200, the contract was for 36 months, $68 a month. Plus, the $580 annual fee. I am very unhappy with the very misleading details shown to us during the presentation and brochure and and regret signing the contract. My wife and I have a number of medical bills that we are paying off due to an illness, and we can't afford to make payments for a vacation package that was sold on false premises. I called the toll free number the next day and expressed my dissatisfaction to the customer support rep and request that the contract be cancelled. We had not used any vacation package yet, not even the free week. But I was told that cancelling the contract was not an option. I am writing this complaint hoping that my grievance will be addressed. I'd like my contract be cancelled asap including any annual fees, as well as a full refund of the $200 out of pocket deposit that I paid upfront via credit card. I have already spoken to my attorney to look into options but I hope it won't get to that. Membership # ********

  Business Response

  Date: 11/30/2023

  November 30, 2023 

  Thank you for your letter dated November 30, 2024 regarding ***** ***********. I was sorry to hear that *** *********** felt that his purchase of a Vacation Program was proving to be a financial burden, or that it was not as good of a value as anticipated. It is our stated purpose to provide our customers with quality vacations at affordable prices.
  

  Since receiving your letter, a representative from our Customer Care team was able to discuss this matter with *** *********** and bring it to an amicable resolution. During a phone conversation on November 28, 2023, we agreed to honor *** ***********’s request and cancel his Vacation Program. This cancellation completely relieves *** *********** of the $2,050.00 of principal still owed on the Vacation Program. We sent a standard Termination Agreement to *** ***********, and as soon as he returns an executed copy to our office his Vacation Program will be effectively cancelled, relieving both parties from their contractual obligations. 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 ###-###-####.
  

  Sincerely, 

  Sr. Manager, Customer Care
  Sundance Vacations Network

  Customer Answer

  Date: 12/04/2023

  [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:11/06/2023

  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.

  We joined Sundance in April 22, 2023. We were told that we won a vacation and just had to go to their presentation. The only date we could get was on our wedding anniversary which we already had plans that day. We drove 1hr to the presentation not knowing wed be there for at least 2 hours plus an hr drive back. We had to sit in an hour presentation and then moved to a back room where we were told pricing and said we couldnt afford it due to having 6 kids and saving to buy a home. Once they heard we have 6 kids they put so much pressure on the fact that family vacationing would be cheaper and easier with them. We continued to say no until they brought the manager over working our monthly price down to $146. We told him we still couldnt afford it and we really need to go and celebrate our anniversary as planned. He continued to apply pressure and be slightly aggressive. We were misled by the manager about what exactly we were signing up for, and we were led to believe this was an affordable vacation package for our family of 8. We signed into a vacation package with $200 down as thats all we could afford. Here we are months later and faithfully paid $146 a month plus their service fees, and we cant afford to even use the vacation package due to financial hardships we expressed before we bought it. So were forced to pay $146 monthly, the maintenance fees totaling $580, plus if we want to book theres a $600 booking fee for our family! Sundance Vacations saw a couple with a big family and took advantage of us. We just want to cut ties and get out of this deal we were pressured into buying and get reimbursed for the money we have wasted so far.

  Business Response

  Date: 11/21/2023

  November 21, 2023

  Thank you for your letter dated November 7, 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-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 overall satisfaction with our Sales staff and her 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 November 14, 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 $8,628.69 of principal still owed on the Vacation Program. We sent **** ***** our standard Termination Agreement, she returned an executed copy, and her Vacation Program has been 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,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:11/04/2023

  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.

  Good evening , I received a call on October 31st ,2023 from a lady named ********* saying I had won a week vacation to anywhere if my choice. I was curious so I ended up going to a seminar I Parsippany NJ , where Sundance vacations presented their product and weeks of vacations offered. They sat me down one on one after the presentation. The guy asked if I was interested in their services where I then answered no , not at the moment because I live paycheck to paycheck and have to depend on myself. After declining their offer , they called their manager out to lower the down payment and pressure me into buying into their product. I once again declined and said no it does not fit into my budget. He then lowered the price again and made it seem like it was a great deal to try and get 12 weeks of vacations for $6000 at their price of $199 a week or $399 a week. I agreed to the terms thinking this is an investment into my plans to travel. It was so bad that I had to call someone to borrow $200 for the down deposit because my debit card declined. But they never told us was that it was not a subscription to their company , but a loan this we would be taking out , on top of that they never told me that I have to book months in advance and that all inclusive resorts are not really all inclusive. I called to see if I could book an all inclusive resort only to find out I have to pay for the all inclusive at ever resort, and did the math and I am losing. I asked to have this contract dissolved and they said I cannot , basically forcing me into some loan that I never received money from, just weeks of vacation at a price that does not save me any money in the long run. I am a struggling man living paycheck to paycheck and have been working really hard to build my credit the last 2 years after it plummeted. I do not need another $6000 loan added to my debt and would like this dissolved . Please help , I just want to get ahead in life already and I feel like I was scammed.

  Business Response

  Date: 11/22/2023

  November 22, 2023 

  Thank you for your letter dated November 7, 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 the purchase was adding any undue financial strain. 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 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 initialing for “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 comfort with the overall purchase.  

  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 (November 20th, 21st and 22nd, 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:10/31/2023

  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.

  We are formally writing this complaint against Sundance Vacations. We continue to request to be released from this burden but it seems to have fallen on deaf ears. As mentioned before, we can no longer hold onto this burden. We have addressed this with Sundance Vacations. and they have not shed one inch of concern.It's been hard to find a job that can cover all the bills and its even harder having Sundance Vacation take the extra money for something I never used. The fact that this company would treat their clients like this proves exactly why we want out. We are not asking for anything in return, only a mutual release from them completely. Please review our case and help us with the resolution we are seeking. We look forward to hearing from you. Thank you

  Business Response

  Date: 11/15/2023

  November 15, 2023

  Thank you for your letter dated November 1, 2023 regarding ******* ********. I was sorry to hear that *** ******** felt that his purchase of a Vacation Program was proving to be a financial burden. It is our stated purpose to provide our customers with quality vacations at affordable prices. 

  Upon receiving your letter we assessed *** ********’s account and our records indicate that it has been cancelled due to non-payment since July 17, 2023. No payments have been processed for *** ********’s account since June 1, 2022, so we are uncertain about the basis of his claims that we are taking “extra money for something [he] never used.”
  
  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:10/24/2023

  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.

  *********************************** ***************************** Account number: ******** 10/24/2023 To whom this may concern: My wife and I have to be brutally honest! The experience thus far since signing up to Sundance Vacations and its affiliates, one of which being ******, has been nothing short of horrific. And to think we referred our friends, ***** **********, who had the same terrible experiences! This is embarrassing and disappointing to say the very least. Concerns of ours include, but are not limited to, the inattentive, unresponsive customer service reps who take 2-3 weeks to respond, as well as promises of options of flights, cruises, and hotel stays that are ultimately limited (i.e., when searched, there is only one option for the year in question). For example, potential cruises leaving from California, Miami, or Port Canaveral during this season were ultimately limited to only cruises leaving from California; thus, we lose an entire season of ability to cruise because of lack of availability. If this same issue were to occur next season (our last year with this promotion), then we would unfortunately forfeit our paid fees upwards of 2500 USD. This is misleading to think we would have more options available to us; especially since the promotional value is only good for 2 years. We’ve had “incentives” or rewards to which we have desperately been trying to get assistance for and/or book on our own; however, it’s been the hardest experience. The customer service is terrible, and the reps are not knowledgeable. Once we redeem a code which cost 100 USD with one company, we have another hurdle to overcome with the affiliate company, because no one is on the same page and the windows of availability are so small that it makes it impossible to redeem what is to be a prize. A prize in this case is more like a curse because it's more work to redeem than it is to actually enjoy! If it were up to us, we’d cancel the entire contract and cut our losses, because this experience is terrible and I wouldn’t recommended or wish this horrific process on anyone. Regarding Sundance Vacations, especially, during our initial sales pitch at your New Jersey office, we were shown properties to “entice” us into buying weeks; however, when searching for these same properties on our own, we have been unable to find them. This, again, has been another unfortunate and misleading experience. Further, we paid into “vacation weeks” with the assumption that it would be easy and convenient to vacation as a family; however, this hasn’t been the case. We have a lovely dog that we would love to travel with, and have the option to use one of our weeks in a Sundance property; however, we cannot, because none of the lodging/properties accept dogs. Most places take a fee to accept dogs, but not in any case that we’ve seen. We tirelessly have searched and have called regarding several properties; however, have found nothing to accommodate our family and our dog! During the same sales pitch in your office, we were asked if we travel with our dog. When we expressed that we did not because of the lack of hotels that accept dogs, we were assured that there would be Sundance properties that accept dogs. This, of course, was another misleading misrepresentation that enticed and excited us into buying a few vacation weeks with your company. There needs to be restitution because we cannot in good faith continue to make monthly payments and quarterly maintenance fees to continue a membership knowing that we’ve yet to successfully redeem anything! When it comes to booking with either Sundance Vacations or ******, we now get anxiety knowing that the process will not be as seamless as promised. This is supposed to be fun and enjoyable and it has not been. Escalate and acknowledge our concerns. Please. Thank you!

  Business Response

  Date: 11/09/2023

  November 9, 2023

  Thank you for your letter dated October 27, 2023 regarding *********** ******. I was sorry to hear that *** ****** was experiencing frustration with the promotional items he received from us, and we are disappointed that he felt that he had been misinformed regarding the ability to travel with his dogs.

  When we received the letter from your office, we discovered that we had already discussed this matter with *** ****** on October 25, 2023 (two days before the letter from your office) and brought it to a satisfactory resolution. Our records indicate that we apologized for the unsatisfactory booking process he was experiencing with the ****** promotional items we gave him as an incentive to visit our sales office and offered our assistance with rectifying the matter. Furthermore, 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 $3,686.96 of principal still owed and allowing him the use of seven (7) vacation weeks as outlined in his Agreement. 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

• Initial Complaint

  Date:10/12/2023

  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 was contacted on I won a raffle to win a free vacation upon going to the police to go see what was they talking about? I was talk into paying for a vacation package from Sundance and I knew I couldn’t pay for it. They offer me to pay 15,000 but I told him I did not have the money at the time and they left and came back and then offered if I could pay $3000 I told him no I don’t have that type of money on me or that money right now because I just moved then they came back in sick. Would I be able to pay 300 I told him I do have $300 to pay today And me and my girlfriend ******************************* we signed a contract. My name is ************************* but upon leaving Sundance vacation we I did not feel like I was going to be able to pay for it so I didn't hear nothing else from them until they ask for payment they called me for a payment and I told him I do not have the money he say I signed the contract and Sunday and its already have the money and I said I never signed it so he sent me the paperwork that I signed a no longer wanna be in this contract I cannot afford it

  Business Response

  Date: 10/31/2023

  October 31, 2023

  Thank you for your letter dated October 16, 2023, regarding ****** ******. I was sorry to hear that *** ****** was seeking your assistance to cancel his contract, particularly considering he was experiencing some financial difficulties. Our Vacation Programs are not designed to add stress to our customers’ lives, and it is our stated intention to assist our valued customers in any way possible.

  Since receiving your letter, a representative from our Customer Care team has been attempting to contact *** ****** to see what could be done to resolve this issue. Our records indicate that we have tried to call *** ****** on multiple occasions (October 26th, 27th and 30th , 2023), but his number doesn’t seem to be in service and we have been unable to leave a message. We also sent *** ****** an email that has gone unanswered. 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 he would like to discuss this matter and be an active participant in its resolution I would encourage him to contact our Customer Care department at his earliest convenience.
  

  We trust this resolves *** ******’ 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