ComplaintsforSFX Preferred Resorts

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SFX is a timeshare exchange company and a travel company (like Expedia). I thought they were the same when I upgraded with the Travel portion of this company and paid $1,600 to upgrade, not realizing at the time they are separate. I had hoped my "upgraded" membership would provide better opportunities to do my timeshare exchanges. I was wrong. The last 3 years, post Covid, I have been unable to exchange my two deposited weeks for any East Coast *** location. The only site they have offered me is in the ******** mountains. No thanks. I was forced to pay $200 to extend my time share deposits with SFX. Since the deposits already cost me $400, I am out of pocket $600 with no real ability to use them. When I call to initiate an exchange, they try to navigate me away from *********** and use their online specials, which are more expensive and never convenient for the times that we can travel (primarily summer). At this point, if a summer exchange cannot be found for me in the next month, I plan on eating all the money I have invested with SFX and jumping over to RCI. At least they have a computerized system that shows available weeks as opposed to being forced to call "concierges" who never have anything to offer. Most recently I called and asked for anything from the Mississippi River to the Atlantic Ocean for July or August. Their response...******** Mountains. Watch ************************* special on HBO to learn more about the timeshare business and you will realize they are nothing as advertised but scams to keep people putting more and more money into the dream of many luxury, easy to book vacations. In fairness to SFX, we did one exchange in ****** which was fine, but it seems the only place with " timeshare inventory" are ****** and ********. I upgraded with SFX thinking they would be able to deliver something that works around our family's schedule and not around theirs. Boy was I wrong.

  

  Business response

  05/09/2023

  Within the Timeshare industry, you do not have the same flexibility as you do with renting hotels. Timeshare is a concept of owned time, and timeshare members have first priority on their own space. In other words you can only exchange into a property, if the owners of the property choose not to use what they own in that given year. It is more of a system of vacation home swapping.
  
  As with all Vacation Exchange Companies, the rules clearly state that a correctly placed exchange request should have a range of travel dates, and alternative locations. It is also commonly known that the busier times of the year with the highest demands (Major Holiday weeks, Summertime, ski resorts etc.) are the most difficult to exchange into, as demand is greater than supply for the nicer resorts and locations. On that basis, typically for prime time you should place your request at least ***** months in advance. All space is subject to availability, and blaming an exchange company for not booking requested space,would be like blaming the travel agent if the hotel or airline was fully booked. Typically, the most demanded locations and seasons, are not immediately available, and a search process starts that waits for the deposited weeks from other members to come in and match the request the member placed.
  
  We go out of our way to provide educational materials for our members, but unfortunately not everyone makes the time to read and follow the procedures for the best results. With regards to the premium membership upgrade for $1,600. They were given $1,700 in savings credits that can be used towards Cruise and hotel discounts in our Travel Store. They were also given an additional ****** points that could also be used to discount down conventional travel. This also includes; a $60 discount off exchange fees. Complimentary guess certificates, normally $59. An upgrade from their studio unit to a larger 1 bedroom suite (normally not allowed with other exchange companies). A 50% discount off our resort getaways additional vacations etc. A value far greater than $1,600.
  
  We have reviewed the claims by the member, and have noted the customers history of non-compliance with placing requests in an untimely manner. Member has placed requests for prime-time holiday seasons with unreasonable short notice based on prescribed booking procedures.
  
  Three vacation requests were placed 2-4 months in advance of July. All exchange companies advise ***** months in advance.
  Two other vacation requests were placed 6-9 months in advance for space typically booked ***** months in advance.  One of the requests had a major restriction for one specific week that was Spring Break only.
  The statement that The last 3 years, post Covid, I have been unable to exchange my two deposited weeks for any East Coast *** location. The only site they have offered me is in the ******** mountains,
  This statement is completely false. Below are dates they were offered quality resorts as close alternatives. Unfortunately they declined all of them.
  
  Day of offer 5/3/23 Offered ************************ for 7/2/23-7/9/23 One Bedroom
  Day of offer 5/2/23 Offered ******* and ****** for the 4th of July.
  Day of offer 11/3/22 Offered Grand Mayan ************ for 7/1/23 and Grand Luxxe ************ Two Bedroom
  Day of offer 9/20/22 Offered ********************* for 10/8/22-10/15/22 One Bedroom
  Day of offer 9/20/22- Offered ******************************** 11/12/22-11/19/22 Two Bedroom
  Day of offer 9/20/22 Offered *********** in ******* 11/18/2022-11/25/******** Bedroom
  Day of offer 9/20/22 Offered ************************** 11/6/22-11/13/22 in a One Bedroom
  Day of offer 9/20/22 Offered ************************** 11/27/22-12/4/22 in a One Bedroom
  Day of offer 4/6/22 Offered **************, ******* **,******* *************, ************, ******** Mountains, *************** *********, ************** Coat including ************ for July and August 2022.
  
  Member states they were forced to pay $200 to extend their weeks. No one forced them to do anything. Their weeks were good for 3 years, and if not used within 3 years they expire. They had the option to extend their expiring weeks by paying $100 for each week to extend by another year, which was their choice, and is an industry standard.
  
  The $400 mentioned is not something charged by SFX. Their resort where they own, charges their members a $200 fee for each week they transfer to an exchange company for future exchanges. We do understand that people can get frustrated when what they want simply isnt available, but to reiterate, for booking reservations around their family schedule, no matter which exchange company you use, if you do not place your request in the prescribed time in advance, you are almost setting yourself and the exchange company up to fail. Typically, you should place your Summer request ***** months in advance to give yourself a reasonable chance for positive results. Unfortunately, we were never given that opportunity of proper timing, when their requests were made.
  
  In a final note; They have deposited 3 weeks of time with **, and out of all the weeks we have offered, they accepted a week at the Grand Mayan Resort 2018 (pre-covid), and recently was booked for August 2023 in ***************. They have one week remaining to book an exchange with.
  
  All of the above information is recorded and verifiable upon request.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold Vacation Discount Vouchers for $250 each. They are unable to provide the codes for two of the Vouchers purchased so they have taken $500 from me while providing nothing. I would either like them to honor the vouchers sold or refund the money.

  

  Business response

  11/18/2022

  Dear *************,

   

  Apologies in the delay responding. In reviewing your complaint, we see that you did not purchase the vacation vouchers from ** (VacationClix.com). Our records indicate that you purchased the vouchers from a company called **************************** We do not sell our vouchers directly to the public, we sell them directly to companys who in turn resell them to the general public. In effect, you are the customer of **************************** and not VacationClix.com, but unfortunately have filed a complaint against VacationClix.com instead of the company you purchased the vouchers from.

   

  However, as a gesture of good will, we desire to try and help you resolve your issue with the company you purchased from. Our recordings indicate you spoke with one of our agents at VacationClix.com on July 27, 2022, advising you purchased three travel vouchers from **************************** but only received one  voucher-code instead of three codes (one for each voucher). The agent advised you to call the company you purchased them from to let them know you needed the other two codes. The procedure is, once you get your codes, you then have to Activate and register them at www.VacationClix.com, and then you can login and book your vacations the vouchers entitle you to.

   

  Have you reached out to *************************** and ask for the other two codes? If not, you do need to speak with them to get the codes. If you have spoken with them, and still have not received the additional two codes, then please let us know calling us at 1-************, and we will see what we can do to help.

  Sincerely,

  VacationClix.com Supervisor

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Before the pandemic, 07/31/2020 I booked two ************************** weeks with SFX. The original booking indicated that there would be a $75 resort fee for each week. On 01/13/2021 both vacation weeks were canceled because of the pandemic - resort was closed, could not travel, etc.When I attempted to rebook the weeks I was informed that the resort fee was now $62 PER NIGHT for each 7 night vacation, increasing the cost by $600 without the possibility of receiving a refund for the weeks purchased.

  

  Business response

  03/25/2022

  Unfortunately, the resort (not SFX) increased their resort fees to a much higher amount for all exchange guests. With our Member's best interests in mind, and providing the best possible service, we successfully negotiated a much lower rate on behalf of this member, to which they did accept, and move forward with reservations.

  ***************************** - Director
  SFX Preferred Resorts

  Customer response

  03/26/2022

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

*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. ↩