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:10/09/2023

  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 July 15, 2021 my husband and I went to a presentation at Sundance. We got a call after going to the ** Sate Fair saying we won a free week vacation. We were excited cause we never win anything. So we went after listening to what the guy **** **** had to say we thought it was possible to have this dream vacation. Unfortunately things have happened in our life and we have never gotten to use said package for any vacation. But continued making payments. We would really like our contract to be closed. We don't ever see ourselves using it cause of life and you have to plan your vacation really early to be able to go somewhere good. A little reimbursement would be nice as well. But if not just getting our contract closed will be good enough for us. We do not want any negative marks on our credit. This is definitely not a dream vacation package like we thought. We paid 5,835 84 on our 15,000.00 contract and also paid our quarterly service fee 1,975.50. Thank you for reading my problem.

  Business Response

  Date: 10/25/2023

  October 25, 2023

  Thank you for your letter from October 10, 2023 regarding ****** ********. I was sorry to hear that *** ******** felt that her Vacation Program was no longer a good fit for her and her family, in part because they “don’t see [them]selves using it because of life.” It is our stated intention to provide all our clients with quality vacations that represent a good value, and it is always disappointing to learn that this goal is not being fully realized.
  

  Upon receiving the letter from your office, we immediately contacted *** ********. During a phone conversation on October 23, 2023, we were able to discuss this matter with *** ******** and we were able to reach an amicable resolution. After discussing the matter in great detail, we agreed to honor *** ********’s request and cancel her Vacation Program, relieving her from responsibility for the $11,923.78 of principal still owed. We also made it clear that we would be delighted to provide *** ******** with the use of seven (7) vacation weeks to be used as outlined in her Agreement. Our records indicate that *** ******** chose to just cancel her Vacation Program, although if she were to ever change her mind, we would be happy to assist. We sent our standard Termination Agreement to *** ********, and once she returns an executed copy her account will be effectively canceled.

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

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

  Customer Answer

  Date: 10/26/2023

  [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: we are rejecting this response because, we actually want the contract closed in entirety. The 7 weeks they are offering plus to still have to pay the service fee every 3 months is not what we wanted. Not having it anymore is what we want. We can not have this financial issue anymore. It is hurting us not hoping us. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/29/2023

  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.

  On 04/29/2023 my mom and I went to Sundance vacations. We were told we won a free vacation. We had to sit through a presentation about their vacation packages. We ended up purchasing a package totaling $15,986.88. We paid $3,500 at the office when we signed the paper work. $11,500.00 is being financed through a third party lender with a high interest rate that was not discussed. During the sales conversation in person they pushed so hard to get us to a payment that would be doable for us, but when we wanted out of this package they disregarded our concerns and did not offer to help us in anyway. We have not used this package at all. We have not even used our free week of vacation. Which we found out is not even free. You have to pay $100.00 per person in order to redeem that week. After signing the paper work my husband and I felt we were rushed and pressured into this package. We were told we could only get this package that day and there was no way wed be invited back. The tactics they used were very deceptive. Once they got us to agree to a package, it seemed like they did not want to do the right thing for us. We want to cancel this vacation package I do not even want to be reimbursed I just want to cancel and cut ties.

  Business Response

  Date: 10/18/2023

  October 18, 2023
  
  Thank you for your letter dated October 2, 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 it’s “being financed through a third party lender with a high interest rate that was not discussed.” 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 October 3, 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 relieve *** ****** of the $11,113.45 of principal owed on the Vacation Program, while still providing him with the use of nine (9) 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 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

  Customer Answer

  Date: 10/19/2023

  [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:09/29/2023

  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 Sundance vacation on March 14, 2020. I was told I won concert tickets and had to show in person for presentation. After the presentation, they kept trying to sell me the vacation package which I wasnt interested. They kept lowering the number of the package. I felt I wasnt able to leave until I excepted a deal. They were pressuring me to accept so finally I chose the lowest they offered me since the bonus vacation deals seem to be a good deal. I recently inquired about the vacation weeks. On their website there was only a few to choose from unlike what they had informed us about during the sales pitch, which was a full packet. I feel due to the false representation and their handling of sale. I should be reimbursed and the contract should be null and void. Also, I was unable to use the free concert tickets, due to Covid.

  Business Response

  Date: 10/18/2023

  October 18, 2023

  Thank you for your letter dated October 2, 2023 regarding ********* ******. I was sorry to hear that *** ****** felt that the decision to purchase her Vacation Program on March 14, 2020 was the product of our Sales team “pressuring” her, 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 at a good value. 
  

  Regarding *** ******’s 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.

  Furthermore, we were very confused and concerned regarding *** ******’s assertion that she hasn’t been able to utilize the bonus vacation weeks that she purchased due to there being “only a few to choose from.” When discussing this matter with *** ******, it is our belief that she was looking at our promotional emails regarding Bonus Weeks, which highlight a few on a regular basis. These emails represent just a sample, however, and we encouraged *** ****** to log on to our website to see the full availability. To illustrate this, we have included a screenshot of the current Bonus Weeks availability map from our website, which shows the available number of resort properties currently offering Bonus Weeks While we are unable to address any specific vacation needs that *** ****** might have, we feel that this represents inventory levels that are far from what was stated in her letter to your office.

  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 be of assistance. During a phone conversation on October 2, 2024 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 *** ******’s Vacation Program, considering her account to be paid-in-full, completely relieving her of the $2,464.49 of principal still owed on the Vacation Program, while providing her with the use of eight (8) vacation weeks to be used as outlined in her Agreement. We also agreed to waive the Service Charge associated with *** ******’s account for 2023. Our records indicate that *** ****** was satisfied with this resolution. 

  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

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was basically bullied into getting this vacation package that I didn't want and told them I couldn't afford in 2021. I have been trying to cancel ever since and they are refusing. I'e been paying all this money on a service I can't use because there is never any available times open. Im tired of calling these people with no results. My next step is to hire a lawyer. I refuse to believe that I can't cancel something I don't want. I feel like this whole company is a scam and something needs to be done. I want all my money back the I paid and I don't want them charging me these ridicules prices anymore.

  Business Response

  Date: 10/12/2023

  October 12, 2023

  Thank you for your letter dated September 28, 2023 regarding ******* ********. I was sorry to hear that *** ******** could not afford her Vacation Program, or that she felt that she was “bullied” 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 “bullied” 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.

  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 October 11, 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 $7,350.00 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:09/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 26th I attended a meeting with the sales team at Sundance. I had received a call a few weeks prior stating that I won a free vacation. While my wife and I were there, we were pressured by the salesman using these emotional manipulation tactics, where the salesman would ask “you really can’t afford $x into your monthly budget?”What he didn’t mention is that we would would taking a “loan” from Sundance that we would be on the hook for just the same as a bank. It was worded as a payment plan into the package of vacations rather than a loan that we would be paying Sundance’s own bank back. He didn’t mention that to book these vacations, even though you pay a fee to use Sundance’s services, you have to pay additional booking fees. I still have not been able to book this “free” vacation. When I try, there’s no availability. In the presentation, I was promised this free vacation, bonus weeks (which are hardly available), and great vacation destinations meaning that the places we would choose would look like the presentation photos, they don’t. The “resorts” are usually quite a distance from tourist sites. I have my payments on autopay and yet somehow I got hit with late fees. I pay $62.34 monthly, and with auto pay still got a late fee, no call prior unlike most creditor banks, and the service fee is astronomical to just be able to spend more money with them. I feel lied to and taken advantage of, I would like to be done with the company; part ways, and receive a refund on what I have already “invested.”

  Business Response

  Date: 10/12/2023

  October 12, 2023

  Thank you for your letter dated September 29, 2023 regarding ****** **********. I was sorry to hear that *** ********** was dissatisfied with a wide variety of issues surrounding his Vacation Program – claiming that many details of the program were not disclosed, or that he was confused about the financing arrangement he entered. 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.
  

  In *** **********’ letter, he questions the validity of the financing of his Vacation Program, claiming that Sundance Vacations “didn’t mention…that we would be taking a ‘loan’…that we would be on the hook for…” We feel that this claim is entirely without merit and contrary to both the efforts undertaken by our sales staff and the details of *** **********’ Agreement. 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 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.

  *** ********** also claims that Sundance Vacations “didn’t mention that to book these vacations…you have to pay additional booking fees.” It is again our position that this is demonstrably untrue, and to best illustrate this we ask that you reference the attached Reservation Rate Schedule, which utilizes a fullpage, easy-to-understand graphic to outline the different booking fees required based on seasonality and the size of the vacation accommodations required.

  Upon receiving your letter, we reviewed *** **********’ account to see what could be done to reach an amicable resolution to this matter. During a phone call on October 11, 2024, we discussed this matter with *** ********** and, in an effort to provide exemplary customer service, we agreed to honor his request and cancel his Vacation Program, relieving him from responsibility for the $3,279.83 of principal still owed. We sent *** ********** our standard Termination Agreement, and as soon as he returns an executed copy to us his account will be effectively cancelled.

  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:08/19/2023

  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 July 28, 2023 I was contacted by Sundance Vacations that I had won a free vacation, and was still in the hunt for a free car which is to drawn in December of 2023, but had to come in for an hour presentation. They reached out to my husband, with the same call. Sundance Vacations continued to reach out to us to get us in for a presentation. On August 15,2023 we went in for the presentation, after sitting through the presentation we were taken in the back to sit with a sales person named *****. ***** was friendly, and a nice person. They were selling a package that was only available for that day. We were told that once we leave it was no longer available, even though we asked for time to think about it. First offer was $3000 down, and $244 a month, we said no. Then ***** went, and got her manager and they lowered the down payment to $1000, and $230 a month. They said they would give us time to talk it over, and think about it, but we still said no. We told them that we were in the process of buying a home, and that we just couldn't do it. Again ***** went back to her manager and they lowered the down payment to $400, again we said no. We had been there since 7:30pm, and at this time it was 9:30pm. Again ***** left saying she was checking on our free items, and we would be able to go but she came back with another offer. This time it was $200 down, and $244.42 a month. We agreed and put the payment down. It was promised that they had over 3,000 properties, and we can travel anywhere in the world. I went to book a trip in Houston, Texas, Wildwood, New Jersey, and other places, but properties were either limited, or didn't exist in these cities. None of the places I express desired in to travel, have properties, or even options to vacation. This company was pressuring us from the very beginning, and we just want to be let go from our contract so that we can actually vacation in the places we desire to go, and be at a company that is completely honest, and upfront with us.

  Business Response

  Date: 09/05/2023

  September 5, 2023
  
  Thank you for your letter dated August 21, 2023 regarding ******** *****. I was sorry to hear that *** ***** felt that the decision to purchase her Vacation Program Agreement was the product of our Sales team “pressuring” her, or that she had not been able to utilize any of the vacation weeks she had 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 of our customers are comfortable with their purchases.

  
  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 Vacation Program Agreement we include a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by initialing “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 *** ***** initialing in the affirmative when asked about her overall 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 *** *****’s account in order to see what might be done to settle this matter. During a phone conversation on August 24, 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 $14,800.00 of principal still owed. We sent our standard Termination Agreement to *** *****, she returned the executed document to us, and her account has been cancelled.

  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

• Initial Complaint

  Date:08/12/2023

  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.

  On, 7/24/2021 my fiance' and I attended a seminar that we were invited to at Sundance Vacations at their King of Prussia location. We were promised a free weekend or a free tablet for simply attending the seminar with no obligation to participate. Once we were inside the building we viewed a video that showed a large amount of vacation locations with plenty of availability for utilization. It seemed as if we would be signing up for a vacation package with many possibilities on many well kept premises. However, when asked to see a listing of the locations we were ignored and basically pressured into signing a contract with little to no indication of the appearance of these properties. Sundance reps wanted our social security information, bank information and required a down payment. Upon entering the contract, we were immediately displeased with the properties we saw online once we had the time to look everything over ( we did not have time in the office). We called and asked to get out of the contract and sent an email however, we did not receive a response. This package is of no benefit to us, we were only able to book a property once in Atlantic City and were not pleased with quality of the establishment based on the amount of money we spent. Also, we have not been able to book anything else due to lack of availability. We would like to end this contract and receive any refund that is owed to us. The monthly payment is also not in our budget as we expressed when we sent an email a year ago to no avail. We were also required to have our checking account automatically charged each month for $223. They also will not allow us to stop this deduction each month. We appreciate any help with resolving this issue, We are hardworking honest people with a family and just want out of this contract that we feel never served a purpose for us. So far we have spent $6,900 for a package that is and will not be of use to us. Thank you,

  Customer Answer

  Date: 08/15/2023

  We have added the follow pictures that show details of the payments made to Sundance after requesting to terminate this contract with no success.We only received the interest rate and other information after signing up, we were never told of interest and gave no paperwork indicating 9% interest would accrue. Also we were told it would not go against our credit. We were totally misinformed in a attempt to pressure us into doing business. We were also told we had to sign up then or the offer was off the table (again pressuring us to decide right away). 

  Business Response

  Date: 08/28/2023

  August 28, 2023

  Thank you for your letter dated August 14, 2023 regarding ****** *****. I was sorry to hear that *** ***** was experiencing some frustration utilizing his Vacation Program, and that the financing of the Vacation Program was causing any stress for him. We strive to ensure that our customers enjoy quality vacations at reasonable prices, and with that in mind we reached out to *** ***** (and *** ******, the co-owner of the account) to see how we could be of assistance.

  We had a representative from our Customer Care team research *** *****’s account, and during a phone conversation on August 23, 2023 we were able to bring this matter to an amicable resolution. In addition to reviewing many of the details outlined in the Vacation Program Agreement, we agreed to revise *** *****’s account, relieving him of $10,000.00 of principal owed and providing him with the use of nine (9) vacation weeks to be used as outlined in his Agreement. Our records indicate that *** ***** was satisfied with this resolution, and we look forward to assisting him with his vacation needs.
  

  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: 09/04/2023

  [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:08/03/2023

  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 would like to cancel their membership as I will not be using the service.

  Business Response

  Date: 08/17/2023

  August 17, 2023

  Thank you for your letter dated August 4, 2023 regarding ******* ******. I was sorry to hear that Mr. Duncan felt that he would not be able to utilize his Vacation Program. We strive to ensure that our customers enjoy quality vacations at reasonable prices, and it’s disappointing to learn that a valued customer might not be fully experiencing the benefits and value of their Vacation Program. 
  

  Upon receiving the letter from your office, we had a representative from our Customer Care team research *** ******’s account, and during a phone conversation on August 17, 2023 we were able to bring this matter to an amicable resolution. After reviewing many of the details of the Vacation Program, we agreed to revise *** ******’s account by relieving him of $2,700.00 of principal owed while providing him with the use of six (6) vacation weeks to be used as outlined in his Agreement. Our records indicate that *** ****** was satisfied with this resolution, and we look forward to assisting him with his vacation needs.

  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:08/03/2023

  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.

  On May 10th 22 2022 ***** and I signed up with a vacation package through Sundance vacations. The package was for 31 weeks at $15,000. The main reason we signed up for the package was because we were told we would get to take vacations to the Caribbean. That was the main selling point for us with the package. We were told that they offered places in Barbados and Jamaica which was the main reason we got it because my family is from there and lives there. The reason it took over a year for us to file a complaint is because we wanted to plan a family vacation this summer to the islands. When we went to look up the information for the trip we found out we were lied to. The company did not have any spots in either country and we asked several times before signing up and we were reassured that they did. Because of this we feel lied to and feel taken advantage of because we were pressured into getting the package and also lied to. We made an attempt last year to cancel the package but were told they do not cancel them and reduced our package to 5 trips for $5000. Come to find out when I recently got a bill in the mail they never changed our package and we were still being charged $15,000. I believe that they should grant us a cancelation because were we lied to about what places they offered vacations to and when we try to cancel they lied and never even lowered our total number of vacations. Everytime you call and speak to someone they are rude and have even hung up the phone on us several times when they did not like what they were hearing. 

  Business Response

  Date: 08/17/2023

  August 17, 2023

  Thank you for your letter dated August 4, 2023 regarding ******** *****. I was sorry to hear that *** ***** felt that the details of his 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 his letter to your office *** ***** expressed dissatisfaction with the destinations available for travel through the Vacation Program, specifically places in the Caribbean like “Barbados and Jamaica.” While we apologize for the confusion, during a phone conversation on August 15, 2023 we were able to show *** ***** how to navigate our booking website, which has resort properties available for his use in both of those destinations (see the availability map below).

  During the same conversation it became apparent that the Vacation Program was not a good financial fit for *** *****, so in the spirit of providing exemplary customer service we agreed to revise his account to a paid-in-full status. This revision relieved *** ***** from the $3,984.59 of principal owed on his account, while providing him with the use of three (3) vacation weeks to be used as outlined in his Agreement. Our records indicate that *** ***** was satisfied with this resolution, and we look forward to assisting him with his future travel 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 (800)220-9400.
  

  Sincerely,

  Sr. Manager, Customer Care
  Sundance Vacations Network

• Initial Complaint

  Date:07/26/2023

  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.

  I entered into a contract with Sundance Vacations on Jan 26, 2021. My wife and I sat through a sales pitch and repeatedly being offered a lower price for a vacation package. Sundance guaranteed me 23 weeks of vacation with low demand prices of $199 a week or $299 or for high demand. I was told I would never have to pay more for a weeks vacation and that was the reason to sign into a contract now in order to lock in those prices. These prices were guarantied because I pay a yearly 500 dollar maintenance fee. I purchased a package for 9,000 dollars and paid 1,000 down. I was given a monthly payment of 132.48 over 7 years to pay off $8,005.00. My first complaint is that I signed into the contract myself. The account only has my name on it. I never gave any consent to run my credit and in fact I never thought I would be approved for financing because I was in an active Chapter 13 bankruptcy, but they still approved me for financing. Sundance listed this as a debt on my credit report which is understandable, but they also listed it on my wife's credit report who never signed any contracts that listed her on the account. Now that I've had my account, I used it twice. I paid 446.88 for a high demand (more than the 199) and 670.88 (more than the 299) for the second time. I have been in the program for two and a half years now, and we are always unable to find resorts in the areas we want to visit. When we can find a resort where we want to go, there is no availability when we want to travel. As we have been unable to utilize the vacation package we were practically coerced into purchasing, we would like to cancel our contract and receive a refund for all money paid as well as a correction to both credit reports. My wife never signed a contract and should not be listed on her credit. The promises of price lock guarantee at the time of signing was a blatant lie.

  Business Response

  Date: 08/10/2023

  August 10, 2023

  Thank you for your letter dated July 27, 2023 regarding ****** *******. I was sorry to hear that *** ******* felt that his Vacation Program Agreement was not satisfactorily fulfilling his vacation needs, or that the fees associated with the Vacation Program were covered inadequately. 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.

  Upon receiving the letter from your office, we researched *** *******’s account to see what could be done to resolve this matter. Our records indicate that a manager from our Customer Care team contacted *** ******* on July 28, 2023 and agreed, in the spirit of providing exemplary customer service, to revise his account to a paid-in-full status. This revision relieves *** ******* of responsibility for the $6,833.15 of principal still owed on the Vacation Program, while providing him with the full use of nine (9) vacation weeks to be used as outlined in his Agreement. Our records indicate that *** ******* was satisfied with this resolution.

  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