Complaints

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

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• 

  Breckenridge Grand Vacations, LLC

  100 S Main St Breckenridge, CO 80424

  
• 

  Peak 8, LLC

  1627 Ski Hill Rd. Breckenridge, CO 80424

  
• 

  Grand Timber Lodge

  75 Snowflake Dr Breckenridge, CO 80424

  
• 

  Grand Lodge on Peak 7

  1979 Ski Hill Rd Breckenridge, CO 80424

  
• 

  BGV Marketing Services - Breckenridge Grand Vacations

  15334 E Hinsdale Cir Ste 1A Centennial, CO 80112

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:08/12/2024

  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.

  Since purchasing our timeshare at Breckenridge, we have faced significant challenges that have not aligned with what was promised. The primary issue revolves around our inability to exchange our timeshare weeks for comparable destinations through the third-party Interval as advertised. Despite depositing a week, we have not found any destinations that match the quality of our home resort. Additionally, the salesperson misled us into believing that these exchanges would be readily available year-round, which has proven false. Our purchase period is during the off-season, leaving us with little to do at the resort and in the surrounding area. My military deployments have further prevented us from utilizing our timeshare. With rising maintenance dues, the cost of ownership now outweighs any perceived benefits. We seek the cancellation of our timeshare contract due to these consistent issues and unmet expectations. We have reached out to this company to discuss our concerns, and every issue has been ignored. This company only seems to be interested in our payments to them and not our experience. We deserve nothing less than for this contract to be canceled moving forward.

  

  Business Response

  Date: 08/13/2024

  Hello **********************,
  Thank you for your service and for taking the time to share your feedback.
  We trust that you and your family have enjoyed your six stays with us over the past two years. We understand that availability in the exchange program can be challenging, as it is influenced by factors beyond our control. Popular properties are often used by their owners rather than being deposited into the exchange pool, which can limit options during peak times such as holidays and school vacations.
  If you need assistance finding a suitable date and location for your next vacation, please let us know. Our exchange support team is available to help you navigate the options within the ********************** network, which includes over ***** resorts.
  We regret that you feel your concerns have been overlooked. Our records show that we have consistently responded to your inquiries and reaffirmed that your legally binding contract cannot be canceled.We remain committed to supporting you and addressing any further questions or concerns you may have.

  Customer Answer

  Date: 08/16/2024

  Complaint: 22129183
  
  I am rejecting this response because:

  I appreciate their recent response indicating an understanding of my difficulties in booking my
  stays, however, it is essential to highlight that my experiences have not been enjoyable, despite
  their suggestion that I must have enjoyed my last six visits.
  The reality is that the promised benefits and enjoyment from this timeshare have been
  overshadowed by the significant challenges I encounter when attempting to make reservations.
  The booking process is consistently fraught with obstacles, leading to more frustration than
  relaxation. If they genuinely understand the difficulties associated with booking, they should also
  recognize my valid reasoning for wishing to cancel the contract. Quite simply, the costs incurred
  have not equated to the value or enjoyment derived from the timeshare, making it increasingly
  difficult to justify its continuation.
  I kindly ask for your assistance in resolving this matter as soon as possible. Thank you for your
  attention to this issue.
  

  
  Regards,
  
  **** and ***************************
  

  

  Business Response

  Date: 08/20/2024

  Hello Mr. ***** **********************
  We appreciate you taking the time to leave your additional comments.
  Our team of Owner Support Specialists would be delighted to assist you with resolving any reservation, exchange, and maximizing your ownership. In order to speak with a member of our Owner Relations Team, please call ************ between the hours of 9 a.m. 5 p.m. Mountain Time Monday through Saturday, excluding major holidays.
  Owner Relations Team Members can assist you with:
  Using your week, Bonus Time ***** Day Use
  Depositing and exchanging your week with Interval International
  Splitting your week into stays for less than 7 nights
  Renting out your week
  Trading your week with other owners
  Donating your week to charity
  BGV also understands that sometimes owners need to relinquish their fractional real estate deed due to lifes unforeseen circumstances. Transfer of ownership to a family member or friend is a fantastic way to ensure your investment can be enjoyed by your loved ones for years to come. Our ******************** is happy to make this process seamless. *Promissory Note must be fulfilled
  We respectfully decline your request for a contract cancellation. We will continue to offer our full support assisting you with your ownership. 
  Please let us know if you have any questions or if we can provide any additional information. 

  Customer Answer

  Date: 08/21/2024

  Complaint: 22129183
  
  I am rejecting this response because:

  I appreciate their recent response indicating an understanding of my difficulties in booking my
  stays, however, it is essential to highlight that my experiences have not been enjoyable, despite
  their suggestion that I must have enjoyed my last six visits.
  The reality is that the promised benefits and enjoyment from this timeshare have been
  overshadowed by the significant challenges I encounter when attempting to make reservations.
  The booking process is consistently fraught with obstacles, leading to more frustration than
  relaxation. If they genuinely understand the difficulties associated with booking, they should also
  recognize my valid reasoning for wishing to cancel the contract. Quite simply, the costs incurred
  have not equated to the value or enjoyment derived from the timeshare, making it increasingly
  difficult to justify its continuation.
  I kindly ask for your assistance in resolving this matter as soon as possible. Thank you for your
  attention to this issue.
  Sincerely,
  **** and ***************************

   

  
  Regards,
  
  ***************************

  Customer Answer

  Date: 08/22/2024

  Dear Better Business Bureau,

  
  We appreciate your assistance in the complaint we lodged regarding our timeshare interactions.
  The response we received from the timeshare company, encouraging us to reach out via phone
  for immediate assistance and resolution of our concerns.
  While we value the company's willingness to provide support, we harbor concerns about the
  efficacy of such a communication method. Based on past interactions, we suspect we might not
  receive the assistance we require.
  Given our experience and the complexity of our case, we kindly request ongoing assistance
  from the BBB to ensure a fair and unbiased resolution process. We are also open to consider
  other mediums of communication which may include email correspondence, to ensure
  transparency and accountability, especially as the company has declined our request for a
  contract cancellation before.
  We look forward to your guidance on the best way forward. Thank you in advance for your time
  and commitment to consumer rights.

  
  Best Regards,

  
  **** and ***************************

• Initial Complaint

  Date:08/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Breckenridge Grand Vacations regarding our ongoing struggles to cancel our timeshare contract (ID No. ******. Our experience with their customer service has been nothing short of frustrating and inadequate. Despite multiple attempts to resolve this matter directly with the company, we have received only evasive responses and suggestions for third-party resale options, which do absolutely nothing to address our urgent need to cancel our membership.We made it clear in our communications that the issues we've encounteredconsistent unavailability, limited exchange options, and poor maintenancehave led us to believe that we are being treated unfairly. It seems like our concerns are being brushed aside, and no real accountability is taken for the problems we faced. We did not acquire our timeshare through a third party, so insisting on third-party solutions is simply unacceptable. We expect Breckenridge Grand Vacations to take responsibility for this situation and allow us to cancel our timeshare directly.

  

  Business Response

  Date: 08/05/2024

  Hello Mr.& ****************,
  Thank you for taking the time to contact Breckenridge Grand Vacations.
  We hope you and your family have enjoyed the ten vacations spent with us over the past eleven years. We are pleased to inform you that many nights are still available for bonus time and/or your owner week during the remainder of the 2024 calendar year. Should you wish to exchange your available week, our dedicated Owner Support team is ready to assist you in finding an exchange within the ********************** network.
  Please note,that we do not offer deed back, buyback, or resale programs. However, we can provide information on third-party resale options, which have proven successful for many owners looking to transition from their ownership. We would also be happy to assist you with transferring your unit to a friend or family member.
  If you have any questions or require further assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 08/12/2024

  Complaint: 22078720
  
  I am rejecting this response because:

  Its really disheartening the way Breckenridge Grand Vacations has addresssed our request for cancellation thus far. We understand that they now want us to hear about the availability of bonus time and potential exchanges, but were well past that at this point, and those suggestions just seem to be their attempt to put a band-aid over the core issues that have led to our desperate need to cancel our timeshare contract.
  We entered this agreement under the impression that we would have a fulfilling and enjoyable experience and yet we've faced continual unavailability and inadequate options without any accountability from their end. The high-pressure sales tactics used during our initial purchase misled us about the true nature of this lifelong commitment, and they failed to inform us about the lack of deed-back opportunities and the limited amenities during the off-seasons, which has only increased our frustrations. We are retired on a fixed income, and the ever-increasing maintenance fees, now exceeding $1,600 for just a single use, add unnecessary financial strain. Especially when vacationing outside of the timeshare can often be less expensive and more convenient these days, and our children have zero interest in inheriting this burden. We had hoped for a more understanding response that would acknowledge our frustrations and genuinely assist us in cancelling a membership thats become a source of stress rather than enjoyment. We urge Breckenridge to reconsider and take real steps towards resolving this issue directly with us.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/13/2024

  Hello ***************,
  Thank you for taking the time to share your additional comments.
  We understand your concerns regarding the absence of a deed back program and regret that this has left you feeling disheartened. We are confident that,given the opportunity, we can demonstrate the value of your ownership.
  Please note that all owners are assured of a stay during their ownership season, provided they submit a request online or contact our booking team with advance notice.
  Additionally,we have outlined options for transitioning from your ownership and are committed to offering full support with any reservation, exchange, or rental needs you may have.

  Customer Answer

  Date: 08/15/2024

  Complaint: 22078720
  
  I am rejecting this response because:

  Dear *** ******************************************** hope this letter finds you well. We, *** and ****************, are writing to you after your recent communication regarding our request for a deed back to the Grand Timber Lodge.
  We truly appreciate your understanding and the assistance that you have proactively offered. However, we find ourselves in a position where we are unable to sustain the costs associated with our present ownership. Unfortunately, our situation has evolved in such a way that using the property has now become an impossibility.
  This predicament has been a continuous burden on us. We are required to finance something which, in the current circumstances, we have no utility for. We feel it is a scenario that neither benefits us as owners nor you as the managers of the property.
  We acknowledge and respect your organization's policies. However, we must insist that in our unique circumstances, a closure to this matter through a deed back seems to be the only amicable solution. We believe it is in the mutual interest of both parties involved, and we would greatly appreciate it if you could reconsider our request.
  We look forward to achieving a resolution that is in ******* with our current predicament. Your help would indeed serve as a substantial relief to us and we hope to see some movement towards this being closed.
  Thank you for your time, continued support and understanding. Best Regards,
  *** & ****************.

  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,We seek your assistance regarding Breckenridge Grand Vacations (BGV) misleading timeshare sale and their refusal to cancel the contract despite significant misrepresentations. Below is a summary of our experience:We were offered a three-night stay at a local hotel in exchange for attending a two-hour BGV presentation. We were initially shown the main property, but our timeshare was miles away. BGV representatives claimed the timeshare would be more cost-effective than booking online and even cheaper outside of contract periods. We were told we would get two weeks of usage every other year, with flexibility, but the contract only allows us to use the property in the fall every other year. Maintenance fees were supposed to be included in our monthly payment, yet they are charged even in years when we can't use the property.Upon discovering these discrepancies, we contacted ************************* from BGV, but the conversation was unhelpful. We were told the contract is legally binding with no cancellation option. BGV does not offer an in-house resale option; we must sell the timeshare through a third party. Representatives also claimed they were not responsible for verbal agreements made during the presentation.Due to these misrepresentations and the inability to use the timeshare as promised, we seek the option to deed back this timeshare to BGV. This is a fair resolution, considering the misleading information and inflexible contract terms.We trust that the Better Business Bureau will investigate this matter thoroughly and help facilitate a resolution. Thank you for your attention.Sincerely, ******* and *********************************

  

  Business Response

  Date: 07/26/2024

  Hello Mr.& ********************,
  Thank you for providing your feedback.
  Given that your contract has been active for only a few months and no reservations have been made to date, we would like to offer our assistance to help you make the most of your ownership. Attached, you will find a comprehensive guide designed to optimize your ownership experience.
  Upon reviewing your contract documents, we have noted that the *************** are clearly outlined on several pages, with no indication that these fees are included in your monthly payment.
  Many owners opt to use two-bedroom units by dividing them into separate reservations, such as a 1-bedroom unit or a suite. Our Owner Relations team is available to guide you through this process.
  As you hold a Spring/Fall ownership, you have the flexibility to book your owner's week during either Spring or Fall. Additionally, you can access day use (which allows you to use amenities without an overnight stay) on any available day of the year and take advantage of bonus time (discounted stays).
  We are confident that there has been no misrepresentation and are eager to demonstrate the value of your purchase.
  Please let us know how we can further assist you.

  Customer Answer

  Date: 07/30/2024

  Complaint: 22044948
  
  I am rejecting this response because: They told us that it would end up being cheaper than getting a room through any online hotel service and that if we wanted to use it during times not on our contract, it would also be less than a regular hotel stay. We were told we would be getting two weeks every other year and able to use it either during spring or fall. Looking over the contract we printed, we are only able to use it during the fall every other year. Also, they stated maintenance fees were included in our monthly payment and they never told us we were also being charged fees even on years we couldn't use it. You are providing completely different information here, and we based our decision on what the sales team told us we would get. Please provide exit options rather than ways to use a service that does not fit our needs. 
  
  Respectfully,
  ******* and ******************************;
   

  

  Business Response

  Date: 07/30/2024

  Hello Mr. *********************************** you for taking the time to leave your additional feedback.
  You are correct that discounted rooms, referred to as "bonus time," can be booked outside of your contracted time period. To clarify, your unit is categorized as floating within the Spring and Fall seasons, which allows you to book a room during the following periods: weeks ***** (Spring) and weeks ***** (Fall) in even-numbered years.
  It is also important to note that owners with every-other-year ownership pay approximately half the annual *************** compared to those with annual ownership. Additionally,all owners have access to the resort for Day Use and Bonus Time throughout the year, subject to availability.
  We hope this information resolves any confusion and helps you make the most of your ownership experience.

  Customer Answer

  Date: 08/02/2024

  Complaint: 22044948
  
  I am rejecting this response because:

  Dear Breckenridge Grand Vacations and Better Business Bureau,

  Thank you for your response. However, it does not address the core issues we have experienced with our timeshare.

  Our grievances are as follows:
  1.Misleading Information: During the initial meeting, we were informed that our timeshare would offer two weeks' usage every other year, with the flexibility to choose between spring and fall. Upon reviewing the contract, we found that we are limited to usage only during the fall season (weeks *****) every other year. This restriction was never communicated to us.
  2. Unexpected Fees: We were told that maintenance fees were included in our monthly payment. There was no mention of additional fees being charged in years we couldn't use the timeshare. This hidden expense diminishes the value we receive from the ownership.
  3. Mismatched Lifestyle: The timeshare does not align with our lifestyle. We do not travel frequently, except for specific events like marathons. The agent assured us that the timeshare would transform our vacation habits, which has not been the case.

  Despite multiple attempts to contact your team, our concerns remain unresolved. The "bonus time" and "day use" options are insufficient as they do not address the fundamental misrepresentations and misalignment with our needs.

  We are seeking to surrender this property back to you and request immediate release options for the following reasons:
  *The timeshare does not deliver the promised flexibility or value.
  *The ongoing maintenance fees are an undue financial burden, especially in years we cannot use the property.
  *Our travel habits are incompatible with the timeshare's offerings, making it a poor fit for our lifestyle.

  Please consider our situation earnestly and provide a solution that allows us to deed the property back to Breckenridge Grand Vacations. This matter has caused us significant stress, and we seek a fair and immediate resolution to avoid further complications.

  We appreciate your prompt attention to this matter and await your swift cooperation.

  Sincerely,

  ******* and ******************************; 

• Initial Complaint

  Date:07/19/2024

  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.

  Breckenridge Grand Vacation should not be allowed to have booths and advertise you have just won a Grand Vacation in Breckenridge 3 days 2 night stay at their resorts as long as u agree to attend the 90 minute seminar at the resort. The sales lady showed us pictures of the resort and ask which days would be best for our vacation stay and what activities interest us? We let her know golf is our interest and would like to play golf at Breckenridge Golf Course. We provided the dates and she scheduled these dates on her calendar. She also let us know we would receive 2 rounds of Golf for ****** and they would hv us scheduled to play upon arrival as well as a gift basket . We were also informed we would receive a gift basket at checkin. We attended the *** Tour in Colorado and my husband won a get away to Breckenridge. Before we left I checked the reservation and discovered we were not staying at the Resort - they had us staying at the *********. I called and ask about this as i was confused. The gentleman on the phone let me know we could get an upgrade and pay an additional 300 to stay at the resort. I declined and ask yo cancel and get a refund? The gentleman said No as we signed the contract. I let him know we would make the trip as we were going up for the golf at half price. We arrive at hotel and check in and there is no golf tickets - no gift basket. Front desk has no idea what we are talking about. The hotel they have us staying at is rated a 2 star smells like dogs, Dirty carpets and not appropriate. I attempt to call and text - no answer and hv to wait until they open in morning. I was informed by front desk this hotel is offering 2 nights for *****? I call and ask where is this vacation we won at the *** tour? We are paying more for the hotel then advertised. He explains we hv to request an upgrade and pay. I was so upset with the promises I ask for our money back immediately. Waste of time and travel. False advertising and should not be allowed.

  

  Business Response

  Date: 07/24/2024

  Hello,
  Thank you for providing this feedback. This reservation was booked through a 3rd party, so we have provided this feedback to the appropriate team,and sincerely apologize for the mistakes that were made. Weve learned from this situation that this team was field testing their new digital booking system and it appears there were some errors in the booking process. This is what contributed to some confusion with the package you booked, and they are working on fixing these errors.
  We do apologize for any confusion at the time of booking as this team typically only offers lodging at the **********We do see that you received a 2-night stay over a weekend for $159. This team does also offer $99 packages,however those would have been for weekday stays based on the package options that they offer. The rate you agreed to was simply for discounted lodging without any additional gifts. We do have packages with discounted golf vouchers as well, but they are not included in the package you paid for.
  We do see you are receiving a refund due to the inconvenience, and again want to apologize for the confusion. We have also passed along your feedback regarding the *********. They are a BGV-operated partner property where we can offer highly discounted rates for our promotional guests at a central location in town. You are always welcome to upgrade with additional fees based on availability. I did look into the rate you were quoted to upgrade and that was the total rate, not the additional rate. We would have deducted the $159 you already paid. The Grand Timber Lodge ran for over $600 for your dates of stay, so we were offering you our best deal of under $300 to upgrade.
  We would love to get you back up here to turn your experience around. Please reach out our Marketing Guest Services team if you would like to discuss further. 

• Initial Complaint

  Date:07/11/2024

  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.

  We need help getting our timeshare ownership closed with Breckenridge. All we want to do is surrender the property, but they advise they dont do buybacks. That isnt what we are looking for and their responses dont address our concerns. We have decided to surrender our ownership back to them, after not receiving what we were promised. We were told we would have flexible opportunities to use the ownership for trading our week for various destinations and that was in fact true for the first few years of ownership. However, the point system that they implemented has made exchanges almost impossible. We were also led to believe that booking at the lodge on Peak 7 would be easy and readily available, as long as we booked within a two-week notice. This hasnt been true in recent years. Considering the difficulty to use the ownership, our age, and our health, we are restricted in our ability to travel or utilize the timeshare. It doesnt fit our needs and isnt the ownership we were originally promised and enjoyed. We want to give this to them. Our request isnt unreasonable and they refuse to help.

  

  Business Response

  Date: 07/11/2024

  Hello ****************,
  Thank you for taking the time to provide your feedback.
  Our Owner Support Specialists are highly knowledgeable and dedicated to assisting you with your reservation, exchange, and rental needs. They possess extensive expertise in navigating all aspects of reservations.
  Regarding Bonus Time, which offers highly discounted stays within two weeks, availability is contingent upon the usage of reserved weeks by other owners. Over the years, we have experienced increased occupancy, which limits the availability of Bonus Time for owners seeking to book. Typically, Bonus Time has greater availability during weekdays and off-peak seasons.
  It is correct that Breckenridge Grand Vacations does not offer a buyback, deed-back, or resale option. What you are requesting would be akin to a deed back (surrender).
  To support you, we can provide a list of reputable third-party resale options that *** be viable for your needs. Please contact our Accounts Receivable team at ********************** to receive our suggested resale options. 

  Customer Answer

  Date: 07/24/2024

  from: ********************* <**********************>
  to: *****************************************
  date: Jul 24, 2024, 9:10 AM
  subject: Sale of our time share

  Please reopen our complaint if possible. We are not satisfied with the timeshares response because it doesnt solve anything! We do not need help with making reservations, exchanges, or rental needs. We were promised flexible opportunities to be able to trade our week for various destinations. At first, this is something that was easily accomplished and worked as promised. However, they converted to a points system that made exchanges seldom successful. We were told booking at the lodge on Peak 7 would be easy, as long as we booked within a two-week notice. That was also only true during the initial years of ownership. The booking and exchange process is no longer easy or flexible. The point system ruined everything. Their yearly maintenance fees keep increasing and becoming a bigger burden, considering how little we utilize the timeshare. Considering our age and health, we are also restricted in our ability to travel. We do not wish to continue paying for something that no longer delivers what was promised to us. We do not wish to continue paying for something that we get nothing from. We are no longer able to travel and would like to relinquish this ownership back to them. We do not feel that it should be our responsibility to utilize a third-party to ***** the ownership. It is the companys fault that the timeshare no longer delivers on its promises. It should be their concern to resale it. We are not interested in trying to fix their mistakes. We are not interested in going through someone else to resale and put ourselves at risk. This ownership with them has been paid off and we are hoping that this company will be willing to work something out with us, considering our situation.
  
  
  Thanks,
  **** and *************************

  

  Business Response

  Date: 07/26/2024

  Hello ****************,
  Thank you for taking the time to leave your additional feedback.It is unfortunate that you have declined our offer of assistance with the exchange and reservation process. We are confident that given the opportunity we can show you the ease of exchanging and booking. Please feel free to contact us if you change your mind.
  With no buyback, resale, or deed back program in place,we are unable to ***** your request to deed the ownership back to Grand Lodge on Peak 7.
  We would suggest using the list of viable 3rd party resale options we have previously provided your with.
  Please let us know if you need further assistance.

  Customer Answer

  Date: 08/28/2024

  from: ********************* <**********************>
  to: *****************************************
  date: Aug 27, 2024, 2:48 PM
  subject: Complaint 21974477

  Our complaint was closed and so we could not respond to the most recent communication from our  timeshare. We would appreciate the opportunity to respond with the following:
  Were in our eighties and dont understand the benefit of keeping us on as owners. We cannot
  be the first to encounter this, and Breckenridge has to have the resources to resell our unit to
  someone younger so that you can reserve it every year as intended.
  Again, were elderly and cannot resell this ourselves. We bought from people face to face and
  have no faith that anyone would purchase from us through a third-party means.
  Weve paid this off and upheld our end of the bargain. Why can no one extend more than the
  bare minimum?
  Let us know if anything else is required of us to reopen the complaint,
  Thank you,
  **** and *************************

• Initial Complaint

  Date:07/11/2024

  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.

  Breckenridge Grand Vacations has failed to take our requests seriously. Instead, they have been sending past-due notices without addressing the reasons behind our inability to continue payments.My husband has had four back surgeries in the past five years and currently uses a ******. In addition to his back issues, he was diagnosed with rheumatoid arthritis and recently suffered a stroke. Carrying luggage and supplies to the room is impossible for him, making it unfeasible for us to use any of the amenities provided by the timeshare.**** previously had a knee replacement, making mobility more challenging, even before his back surgeries. We've discovered that he needs a loop recorder implanted in his chest, a heart catheterization, and a heart valve replacement within the next six months. Unfortunately, his legs have weakened, so they can no longer support him, leading to frequent falls. With the help of neighbors, I took him to the hospital, where he was admitted for three days and then transferred to a rehab facility to regain enough function to return home safely. He has now been at the rehab facility for 11 days. He's in a wheelchair and may only manage a few steps. To ensure his safety at home, we need to install ramps, get a lift, replace the carpet, and make several other modifications. As you can see, getting these arrangements settled is crucial.The added stress of maintaining our finances while moving closer to family and my husband's ongoing medical care has been overwhelming. Shockingly, Breckenridge Grand Vacations is more concerned about revenue than understanding our dire circumstances and prioritizing my husband's health and well-being.

  

  Business Response

  Date: 07/11/2024

  Hello ******************,
  Thank you for taking the time to leave your comments.
  We are sorry to hear you are experiencing such hardship and wish the best for you and your family.
  We feel it would be best for you to explore the 3rd party resale options we previously sent you. The funds generated from the sale could be used to help with the current challenges you are facing.
  Please let us know if you have any questions or if we can be of further assistance.

  Customer Answer

  Date: 07/11/2024

  Complaint: 21971794
  
  I am rejecting this response because:

  We've looked into those and they seem like all they'd accomplish is taking our money without providing a guaranteed buyer. Dales medical hardships are only growing by the day, and we don't have the bandwidth to track down a buyer for something we weren't fully satisfied with ourselves. Can you please find it in your hearts to help us find a solution that relinquishes us without having to go through so much hassle so we can focus solely on ****** health? 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/12/2024

  Hello ******************,
  Thank you for taking the time to leave your additional comments.
  Nearly all of our suggested resale options work on commission with no upfront listing fee.
  Our records indicate we have requested medical documents to review for a potential cancellation on multiple occasions. As of this communication, we still have not received a response from you. Please contact our Accounts Receivable team for a medical hardship review. 

• Initial Complaint

  Date:07/08/2024

  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 bought a two bedroom ************/Fall week at peak 8 in November of 2021. We paid $47,000. We have since paid 3 years of maintenance fees. Around $2500 a year so that totals $54,500 we have paid. Our plan was to come to Breck every ********************** pass it onto our children so they can keep the tradition of coming every Thanksgiving. Our sales agent, ****** assured us he could make that happen. He said there would be a year ************ that our weeks didnt cover Thanksgiving week but we could easily rent our week out & book Thanksgiving week. We stayed over Thanksgiving in 2022 & again in 2023 without a problem. This year, weve rented a condo at ****** because I was unable to book Thanksgiving week at Peak 8 due to our purchased weeks not covering that week. We have our week booked for October (which we cannot use) so I have to figure out how to rent those out. We stayed in June (rented another owners week) & attended our owners meeting. Heres where it gets fun. We met with ****** & some of his first words were so you can book Thanksgiving week like every 6 years or so, right? I said no, I thought it was the opposite. He looked it up & confirmed we can only book Thanksgiving every 6 years. I asked him why were we able to book the past two years in a row then? He said in 2022, he put us in the system as a rental. Whatever that means?!? So, he lied to us, made us think we were buying to stay over ****************** we can only stay every 6 years. He told us we should come the week before Thanksgiving since its less crowded. Yeah, thats hard to do with 5 school aged kids & were coming from **************. I really dont know how these people sleep at night. He tried to sell us a summer value week for a mere $100,000 something more & said we could then turn that into points & book Thanksgiving week with it plus an additional week somewhere else. Wahoo! This place is full of liars. All I want is what I was told, a two bedroom Breck every Thanksgiving.

  

  Business Response

  Date: 07/08/2024

  Hello *************,
  Thank you for your feedback.
  The unit you have purchased is a floating 2-bedroom, available within the Spring/Fall seasons (weeks ***** and *****). While it is occasionally possible to secure Thanksgiving week with your ownership, it is not guaranteed due to high demand often exceeding availability. To ensure a specific week each year, purchasers typically opt for a fixed week ownership.
  We understand your interest in visiting our resort for your annual Thanksgiving trip, and we want to manage expectations accordingly, as it may not be feasible with the unit type you acquired.
  Please feel free to reach out if you have any further inquiries or if we can assist you in any way.

• Initial Complaint

  Date:07/02/2024

  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.

  We are lodging a formal complaint with the Better Business Bureau against Breckenridge Grand Vacations. We were promised a luxurious weekend in Breckenridge if we paid a fee of over $200. However, upon arrival, we were accommodated in a subpar hotel rather than the advertised exclusive resort. The sales presentation, which we were informed would be short, extended well over 3 hours. Worse, multiple sales representatives interrupted our session with the main salesperson, adding undue pressure and confusion.The primary sales representative misled us by claiming he was an owner and boasting how effortlessly he and his wife utilized and traded their weeks through *********************** Initially, they showcased a 3-bedroom suite, emphasizing its benefits before discussing financials. When the discussion shifted to a more affordable studio option, we were told it "sleeps four," but we were never shown this unit because it was "being used." This bait-and-switch tactic felt intentional and deceitful.Throughout the presentation, they heavily promoted the ease of traveling to other destinations via ********************** yet failed to disclose the significant ongoing costs associated with maintaining this benefit beyond the first "free" year. Additionally, they offered "money points" as a "gift" for purchasing, stating these points could be applied towards dues, but they failed to mention that these points had restricted usage.They also misled us by claiming that renting out the timeshare if it was unused and making a profit was straightforward and that we could obtain cheaper rooms for family and friends. These promises have proven false and unattainable.Given the multiple misrepresentations and deceptive practices, we seek the opportunity to deed our property back to Breckenridge Grand Vacations. Given the circumstances, we feel utterly deceived by their tactics and believe this resolution is fair.

  

  Business Response

  Date: 07/02/2024

  Hello ****************,
  Thank you for taking the time to provide your feedback.
  We appreciate your eleven-year tenure as an owner at Grand Lodge on Peak 7. Should the opportunity be granted, our Owner Support Specialists are ready to assist you with any challenges you may encounter related to rentals, exchanges (via ************************ or reservations.
  Please note that membership with ********************** is optional, and we recommend purchasing it only when planning to utilize it for travel purposes.
  Upon reviewing your account history, we have found no documented complaints during your stays. Should any issues arise during your visit, we kindly request that you inform the front desk so that we can promptly address and resolve them.
  Regarding reward dollars,which you referred to as "money points," they can be applied towards reservations, ***************, spa services, and dining at our restaurant. There are no usage restrictions for reward dollars, except for applying them towards loan payments.
  It's important to note that Grand Lodge on Peak 7 does not currently have a deed-back program in place.However, for owners considering alternative options, we can provide a list of reputable third-party resale opportunities.
  We value your continued ownership and are committed to ensuring your experience at Grand Lodge on Peak 7 remains exceptional. Should you have any further questions or concerns,please do not hesitate to contact us.

  Customer Answer

  Date: 07/08/2024

  Complaint: ********
  
  I am rejecting this response because: 
  
  The information in their response does not accurately reflect the issues we encountered, nor does it address the core of our complaint, centered around the numerous misrepresentations and deceptive practices we experienced during the sales presentation.

  To reiterate, our grievances are based on the following:

  False Advertising and Bait-and-Switch Tactics:
  *We were promised a luxurious weekend in Breckenridge in an exclusive resort but were provided accommodations in a subpar hotel.
  *The sales presentation was advertised as short but extended well over 3 hours, with multiple interruptions from various representatives, causing undue pressure and confusion.
  *The primary sales representative claimed he was an owner and misled us about the effortless usage and trading of weeks through **********************.
  *Promised a "3-bedroom suite" Initially, we were later pushed towards a more affordable studio option, which we were told "sleeps four" but never shown, suggesting a bait-and-switch tactic.

  Misleading Information About Costs and Benefits:
  *They promoted the ease of traveling to other destinations via ********************** without disclosing the significant ongoing costs beyond the first year.
  *They offered "money points" as a gift for purchasing, suggesting they could be applied toward dues, but failed to mention these points had restricted usage.
  *False Promises Regarding Renting and Additional Benefits:
  *They claimed renting out the timeshare was straightforward and profitable and that we could obtain cheaper rooms for family and friendsboth promises have proven false.

  BGV's response that our complaints lack validity due to not reporting issues over the past 11 years fails to consider that the primary issue stems from the initial misrepresentations during the sales presentation. Additionally, the suggestion to use third-party resellers to offload the timeshare does not address our core issue of being misled and deceived into purchasing the timeshare under false pretenses.

  Given the extensive misrepresentations and deceptive practices we experienced, a fair resolution is canceling our timeshare contract. We seek the opportunity to deed our property back to Breckenridge Grand Vacations without further financial obligations.

  We sincerely hope BGV will reconsider our request because of the genuine concerns and distress these practices have caused us. We **** forward to a prompt and fair resolution to this matter.
  Thank you for your attention to this matter.

  Sincerely,

  ****** and *************************

  

  Business Response

  Date: 07/08/2024

  Hello Mr.***** ****************,
  Thank you for providing your additional comments.
  To clarify,the required duration to qualify for the promotional rate is 90 minutes.Following this period, participants are free to leave without any penalty. In cases where a specific unit (such as the 3-bedroom in your instance) is not purchased, we may present alternative units at a reduced price. Ultimately, it is at the purchaser's discretion to determine if the offered unit meets their requirements.
  Regarding the 3-bedroom unit shown to Mr. ***** **************** during the sale, it included two suites and a master suite combined to form a 3-bedroom layout. Therefore,stating they did not see a suite could be misleading or inaccurate.
  We are confident that our team of Owner Support Specialists can demonstrate how to effectively rent out your unit and take advantage of discounted stays for friends and family.
  Enclosed,you will find a helpful guide to optimize your ownership experience.Additionally, the owner's acknowledgment form outlines that there are additional costs associated with using *********************** Please note that ********************** operates independently from Breckenridge Grand Vacations, and thus, we do not control these costs.
  If you are not inclined to allow us to assist with your ownership needs and prefer to proceed with relinquishing your ownership, we recommend exploring the third-party resale options we have provided. Selling the unit could be more advantageous than relinquishing it without compensation.
  Should you have any further questions or require assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 07/11/2024

  Complaint: ********
  
  I am rejecting this response because:

  Dear Breckenridge Grand Vacation,

  Thank you for your detailed response regarding our timeshare situation.

  We appreciate the clarification on the required 90-minute duration to qualify for the promotional rate and the explanation of the 3-bedroom unit layout. However, it is clear that our needs and expectations have not been met through the available options and assistance.

  Given our unsuccessful attempts to sell the timeshare, it has become evident that there is no market interest in purchasing our unit. Therefore, as previously indicated, we formally request that our property be relinquished to Breckenridge Grand Vacation. This is the best solution for both parties.

  Please proceed with the process of releasing us from all timeshare obligations as soon as possible. We **** forward to a timely resolution to this matter.

  Thank you for your understanding and cooperation.

  Sincerely,

  ****** and ************************; 

  

  Business Response

  Date: 07/12/2024

  Hello Mr.& ****************,
  Thank you for taking the time to leave your additional comments.
  We appreciate your ownership and offer our full assistance to you with your reservation,exchange, and rental needs. We would also be happy to provide suggestions to assist you with your resale listing. With over 250 successful resales within the past year, we are confident this is a viable option. 

  Customer Answer

  Date: 07/15/2024

  Complaint: ********
  
  I am rejecting this response because:

  Dear Breckenridge Grand Vacations,

  It is apparent that you did not read our previous statement thoroughly. We have already attempted to sell our timeshare using the resources and websites you provided, but we were unsuccessful. The websites you suggested contain multiple listings for the same timeshares, often priced very lowsometimes as low as $5just to offload them. 

  Therefore, we would like to relinquish ownership back to Breckenridge Grand Vacations, per your company's initial information. We have made our preference clear in our previous communications and expect you to honor this request without further delay.

  Please take care of this matter immediately.

  Sincerely,
  ****** and *************************
  

  Customer Answer

  Date: 12/16/2024

  ***** ****** ****** **********************
  *** **********************
  ***** *** *** ***** **** **
  ******** ********* ********** ***** ***** ****
  
  

  To Whom It May Concern, 
  
  We are submitting this follow-up complaint to formally reiterate that our original concerns regarding Breckenridge Grand Vacations (BGV) remain unresolved. The company’s response to our initial filing did not provide a satisfactory solution and, as such, we feel compelled to escalate the matter again through the BBB. 
  
  To recap, our complaint highlighted multiple instances of misrepresentation and deceptive practices during BGV’s sales presentation and false promises regarding the usability, affordability, and benefits of the timeshare. We believe these issues constitute a breach of trust and fairness as consumers. Our primary resolution request was and continues to be for BGV to provide an acceptable and realistic exit option by allowing us to return our timeshare to the company. 
  
  Unfortunately, BGV’s response to our original complaint merely suggested reselling the timeshare as our only release option. We acted in good faith and pursued their advice, attempting to resell the timeshare, but it is evident that there is no viable market for such properties. Despite our efforts, we have been unable to find a buyer, leaving us stuck with an unusable and costly investment. 
  
  For years, we have been loyal and cooperative customers of BGV. At this point, we seek the company's fairness and clarity to address our situation. Resale is not a guaranteed or appropriate solution, and BGV is well aware of the challenges reselling entails. We respectfully request that BGV revisit our case and provide a straightforward way for us to exit the timeshare, such as accepting our deed back with no further financial obligations or repercussions. 
  
  This is a reasonable and equitable resolution, particularly given the documented instances of misrepresentation throughout the process, which initiated this troublesome experience. 
  
  We kindly ask the BBB to reopen this case so we can pursue a fair outcome to this matter. 
  
  Thank you for your time, understanding, and assistance. 
  
  Sincerely, 
  
  ****** and ****** ******

  

  Business Response

  Date: 12/18/2024

  Hello Mr.
  & Ms. ******,
  Thank you
  for your additional comments.
  We
  respectfully disagree with the assertion that misrepresentation occurred at the
  point of sale. If there is any aspect of your contract that you feel has not
  been fulfilled, we are more than willing to address and resolve any concerns.
  With over
  300 successful resales in the past year, we are confident this remains a viable
  option. If you would like, we are happy to review and offer feedback on your
  listings—please feel free to share them with us. We believe this approach will
  provide a beneficial solution for all parties involved.
  We
  appreciate your many years of ownership and offer our full support to assist
  you with your ownership needs.

• Initial Complaint

  Date:06/12/2024

  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.

  For months, we've been requesting to discuss our concerns about the timeshare with a supervisor. We're troubled not only by the timeshare itself, but also by the misleading information we received when we signed up, and the individuals responsible for providing us with false details about ownership. We were told we could sell the timeshare back to Breckenridge if we no longer wanted it. After asking for this option and being denied, we sought out supervisor help. Despite our repeated requests, ************************* and customer service have consistently responded with the same message, refusing to escalate the matter to a supervisor.Their standard reply has been, "We don't offer a buy-back or resale program, never have. When,owners wish to part ways, we suggest resale options, which are not mandatory." This response sidesteps the core issue and my simple plea to speak with a supervisor to address the problems.One would expect a company to take action when a customer voices concerns, particularly when it pertains to feedback on their experience and complaints about the services rendered.

  

  Business Response

  Date: 06/13/2024

  Hello ***** and Merry,
  Thank you for taking the time to contact us today.
  We would be happy to have a supervisor contact you. Please look for an email from our ****************************** team within the next two business days.
  While we do apologize your request was not escalated, we would also like to reiterate that Breckenridge Grand Vacations doesnt have a buyback or resale program in place. 

• Initial Complaint

  Date:05/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  READ your contract and disregard ANYTHING the sales rep tells you if considering a BGV timeshare. Nothing your sales rep tells you matters. If you are interested in the ownership even the slightest bit, ask to see the paperwork that you'll be signing. Tell the sales rep you'd like to see everything they tell you in writing at that moment or else you'll spend hours with them trying to sugarcoat the timeshare to convince you to agree before even showing you the paperwork.Ask them to SHOW YOU IN THE CONTRACT where their guarantees are or else they are LYING! Do NOT believe them if they tell you anything different. The Maintenance and HOA fees WILL increase. The fee increase is NOT minimal. There is no limit and nothing in the paperwork that explains this other than it being a "possibility". I found out that the HOA fee/ increase was displayed on a page lacking our signatures. READ EVERY SINGLE PAGE even if you are not signing it. The person going over the paperwork will try to rush you through it. DO NOT LET THEM. Stop them and go over every single term, clause, page, and ask questions. If they do not give you a straight answer backed up in writing, it's not true. Do not go into this as we did relying solely on the salesperson's word. The availability is subjective, NOT unlimited. We've tried confronting the company and even escalating our concerns to management after receiving little to no assistance in correcting the situation. ************************************** responded ultimately dismissing the primary concern after we asked for this to be further looked into and canceled out of our names. We cannot afford this and were not aware of the fees. We had only wished there was someone who had warned us. DO NOT TRUST THE ***** REP. ASK FOR DETAILS IN WRITING & MAKE SURE YOU LEAVE WITH THE DETAILS SIGNED BY YOUR *****PERSON or else BGV will dismiss everything excusing the malpractice and refer you to the documents you did and also DID NOT sign whether you were aware of it or not.

  Customer Answer

  Date: 05/23/2024

   My complaint lodged against the company is to warn others who are considering their services/products. I want others to know that the sales meeting is not thorough enough nor does it protect the consumer in case of misrepresentations. The company has not addressed this specifically after Ive brought my situation to their attention. Instead, they throw the contract in my face telling me too bad, so sad. You signed the paperwork and should have known better than to believe everything the sales agent said. I want the company to contact me further for a resolution. Telling me that this is my fault when they are the ones who approached me to buy the timeshare and pursued my decision to change from a no to a yes by bribing me with more benefits and free gifts is manipulative. My desired outcome is for the business to make changes on how they conduct their sales so that this issue doesnt happen to anyone else ESPECIALLY when they are refusing to consider that it actually happened. *** told them many times that some of the additional fees and increase of fees were never mentioned to me by the sales agent and when looking through the papers that they had me sign, there was not a signature on the page that explained the fee was a possibility. I was not aware and explained this to the company and they refuse to do anything about it except force me to remain in an ownership that *** told them from the start that I cannot afford. Ive called the day I received the first bill to cancel because I didnt know it would be that expensive because it was never explained to me. Instead of helping to cancel, they told me I had to go on a payment plan which restricts further the benefits available to me until its paid off for the year. By the time its paid and I have full access to the benefits, the next bill comes around causing me to be forced onto another payment plan. The fees only increase so in the future, theres going to be a point in time where I wont be able to afford even a payment plan. This is fraudulent misrepresentation. I deny that they ever showed us any document or explained anything regarding the additional fees or the potential increase. Why would I have signed up for something I know I would not be able to afford or use and would be forced onto a payment plan from the start? How does that make sense?
  
  

  

  Business Response

  Date: 05/31/2024

  Hello ************,
  Thank you for taking the time to share your feedback.
  At our company, we are dedicated to ensuring that purchasers receive comprehensive information both at the point of sale and within the contract documents. We strongly encourage potential buyers not only to thoroughly review the contract and ask any necessary questions but also to seek expert advice if required. As part of our commitment to transparency and consumer satisfaction, we provide a five-day rescission period for all purchasers, allowing them additional time to assess the contract and ensure that their purchase aligns with their financial goals.
  It's important to note that like all property owners, Breckenridge Grand Vacations covers *************** on any inventory we hold. Therefore, it is in our best interest to minimize any increases while maintaining the quality standards of the resort.

  Customer Answer

  Date: 06/17/2024

   I can assure you that your sales representatives are NOT dedicated to ensuring that purchasers receive comprehensive information both at the point of sale and within the contract documents. The sales representatives also DO NOT strongly encourage potential buyers to thoroughly review the contract, ask any necessary questions, and seek expert advice if required. The lack of transparency regarding the rescission period and cancellation process post-sign-up has left us feeling uninformed and disadvantaged. We were unaware of the specific timeframe for cancellation and were not granted the customary five-day rescission period. Discovering this only after signing up was disheartening. A fair approach would be to commence the rescission period upon receiving the initial bill or upon first use of the timeshare. Allowing these extra days could facilitate a comprehensive review of the contract's alignment with our financial objectives, which was challenging during our vacation. The timing of the mandatory meeting on the first day of our trip seemed rushed and hindered our ability to fully understand the contractual details provided in extensive documentation. Knowing the financial implications upfront, such as the total bill amount, is crucial for making an informed decision. Unfortunately, the high payment caught us off guard, prompting our immediate attempt to cancel with BGV. Had we been aware of the costs beforehand, we would have refrained from signing up, ensuring better financial alignment. The unpredictability of potential fee increases within the agreement contradicts the notion of securing our financial goals effectively, especially given the limited five-day window for assessment.
  
  

  

  Business Response

  Date: 06/20/2024

  Hello ************,
  Thank you for taking the time to leave your additional comments.
  We kindly ask that the attached documents be reviewed by ************. The first is the Promissory Note which discloses the mortgage terms and monthly payment amount. The second document is the Residential Agreement to Buy and Sell, as you can see Mr. ***** ************ initialed and signed just below the section showing the recession period. The final document is the Owners Acknowledgement survey showing that Mr. ***** ************ didnt feel pressured during the sales process.  

  Customer Answer

  Date: 06/27/2024

  Complaint: 21747065
  
  I am rejecting this response because:

  When we signed the paperwork it was done with a pen and paper and the rep flipped the pages as we went. The rep didn't really explain much of each of the statements where we had to initial. It felt very rushed and when we did try to read through it the rep seemed irritated and it all just felt very rushed.. like once we agreed it wanted to get the deal done as fast as he could. No one had given us the time or the opportunity to read or even explain the documents so we could fully understand the pages after being pushed to sign quickly so we could move on with the second page and so forth. That is made obvious on the second attachment provided by the company given the question at the bottom of the Owners Acknowledgement survey. It was required of us to list three of the most important reasons we decided to become owners at Grand Timber Lodge and you can see clearly that it was left blank. To avoid confrontation and complications, we answered no to the pressure and yes to the courtesy of the sales agent. Had we known important information was kept from us during the presentation such as the increase in fees, we would not have agreed to join and would have never made it to the signing process in the first place.

  You try reading and comprehending the terms under the Promissory Note while under a lot of pressure to sign so we can move on while the agent is making conversation as if they were trying to distract us from the fact that we would catch something out of place. And again, you try reading and understanding the entirety of the Residential Agreement to Buy and Sell after sitting 2.5 hours with a sales agent who was supposed to have already informed us of the cancellation period and not being able to cancel after that point meaning we were stuck for life all while being pushed to sign quickly so we could move on.
  The problem is not with OUR contract. The problem is HOW it was presented, how it was NOT explained as we were signing it, how the salesperson was NOT exposing the sections we were signing. The main points brought up in the timeshares response here seem to be a main factor when determining why you wont let us cancel. These major points were NEVER brought up in the meeting we had initially before we signed the contract that you continue to throw in our faces. That is the problem. Indicating that we had a limited time to review and terminate the contract after trusting the individual to provide accurate information, thus suggesting we shouldn't have to fact-check, poses a significant issue.
  Regards,
  
  *******************

  Customer Answer

  Date: 07/02/2024

  copy of the contract along with all prior correspondence with the company from December 8, 2022 to present day.

  Customer Answer

  Date: 07/02/2024

  copy of the contract along with all prior correspondence with the company from December 8, 2022 to present day.

  Customer Answer

  Date: 07/02/2024

  copy of the contract along with all prior correspondence with the company from December 8, 2022 to present day.