Complaints

This profile includes complaints for Vacation Village Resorts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Vacation Village Resorts

  2626 E Oakland Park Blvd Fort Lauderdale, FL 33306-1614

• 

  Vacation Village Resorts

  3015 N. Ocean Blvd., Ste. #121 Fort Lauderdale, FL 33308

• 

  Vacation Village Resorts

  3015 N. Ocean Blvd., Suite 115 Fort Lauderdale, FL 33308

• 

  Vacation Village Resorts

  3015 N Ocean Blvd STE 119 Fort Lauderdale, FL 33308-7344

• 

  Vacation Village Resorts

  1443 South Ocean Blvd. Pompano Beach, FL 33062

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:01/15/2024

  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.

  We have been loyal customers for approximately 14 years but have come to the unfortunate realization that this investment is no longer viable for us. Our initial decision to invest in this timeshare was based on the information provided to us during the sales presentation. We have always fulfilled our financial obligations by making timely payments and have been faithful clients since the first year of our agreement. However, due to our inability to benefit from this investment, we have decided its time to close out our timeshare contract. We have made every effort to make use of our timeshare but its simply not for us. We have taken the resort's advice of trying to sell the timeshare on two separate occasions, but our attempts have been unsuccessful. We believe that the best course of action for both parties is to terminate this agreement and find an equitable resolution. We understand that there may be specific terms and conditions for timeshare cancellations, and we are willing to work with them to meet any reasonable requirements in the process, but think its unfair for them to not have any options for us to close at all. Please help us mediate some kind of agreement. Thank you

• Initial Complaint

  Date:01/11/2024

  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.

  Hi I am writing in behalf of my Sister *********************************** which she is battling with chronic health conditions alone in *********. ( 145 ********, **********, *** ********* 2500)She made a wrong decision by buy force sales unethical tactics. (The fifth sales person the sent to us was an ******* ***** that promised us to guaranty for refunding the money, whenever we like to cancel. In last 12 years me and my two brothers and her own children paid the yearly fees.I like to file a formal complaint against the Seller: Eldorado Resorts Corp., a ******* corporation d/b/a ****************************************** *************************************************************************************************************** Vacation Village regarding the unethically coerced into signing up for a timeshare with Vacation Village. (Agreement Attached)I am 70 years old retired. My both brothers are old & retired too. (All with SS fixed income.)At the present we all have a limited income and cant pay her yearly fees for above time share. We seek your assistance in resolving this matter. My Sister is 73 years old, retired and on social security, and her financial resources are limited. She asked her children to use the timeshare it few times in last 13 years.She has already paid over $32,000 for this stupid contract. There is absolutely no way the family member pays the fees any longer. Since she has a very poor health, we can only help on her medical / medication bills. Have never used the timeshare, as it was evident from the beginning that we could not afford the associated costs. She made it clear that we could not bear the financial burden of the timeshare, especially given my recent health struggles and the constraints of living on a fixed income. Despite our concerns and attempts to decline the offer, Vacation Village persisted and would not accept our refusal. This situation has caused us significant emotional distress and financial strain. We believe we were taken advantage of during a vulnerable time in our lives, and we feel railroaded into an agreement that was never suitable for her financial situation. Considering our age, health challenges, and limited income, we kindly request your intervention to address this matter with Eldorado Resorts Corp., a ******* corporation d/b/a ****************************************** *************************************************************************************************************** (Vacation Village.) We seek the cancellation of the timeshare agreement, as it poses an undue burden on our financial well-being and has caused immense stress during an already challenging period in our lives. We appreciate your attention to this matter and hope for a prompt and fair resolution. Thank you for your assistance.

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have received the Consumers communication directed to Vacation Village Resorts via the Better Business Bureaus portal.
  
  Please be advised that, we do not agree with the allegations that have been made. We exercise great care in educating each prospective purchaser about what they are purchasing. We make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. Additionally, all of the benefits, terms, condition, and costs associated with each purchase are documented in writing for mutual protection. Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any subsequent payments. On the date of purchase, Consumer was provided with the statutory cancellation period along with a comprehensive copy of all documents that they signed to take home for their records.
  
  If Consumer is interested in relinquishing their Vacation Ownership, they must direct their communication to *********************. (Daily). Daily is the ****************** for the Resort at which they own.
  
  Daily will be able to provide Consumer with the eligibility requirements, fees and costs involved with the Associations relinquishment or hardship program. All further communication regarding relinquishment of their Vacation Ownership must be directed to:
  
  *********************.
  Attn: Owners Resolutions Dept.
  *****************************************************************************
  Email: ********************************************
  
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager
  

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21134955
  
  I am rejecting this response because: All they said in their respond is incorrect and lies.
  All these peoples like me pressured by 4 or 5 sales person and finally they send their best Liers to trap people for good & sign this one sided contract.
  Since they find out we are ******* they send *********************** which was and still is a ***** to tell ** we are ******* and I look for your interest and promise you personally if you are not satisfied in future. I will cancel it for you and write his personal mobile number on back of his business card. (See attached)
  Why they only hire ***** people for sale. That is the only reason they are so successful.
  These people have to be ashamed of their unethical business.
  *********************** which by the way his surname means "honesty"in Farsi is on the run and he has 34 criminal cases.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/11/2024

  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.

  Please do not support them. They are SCAMMERS. I went to ***** auto show and sign up because they said it was a raffle and I can get a 200 gift card. shame on ***** auto show. They call me and said they did a drawing and I won. I was happy and surprised because I was like wow I never won anything before and this 200 dollars would be good. To make a long story short. It was a catch. If they said the word timeshare I would immediately of told them I am not interested but never said once. They use their sale tactic to get you in. The lady ***************** was nice and kept asking me about my life and etc to distract me and have me at ease to pay for the oen time fee. I was tired from work so I was not in my right mind. I ended up giving 129 dollars because they said it is refunded when I get there. I When I got to my senses and did my research I found out it was a time share and how all the other people said it was a headache and it was over 90 Minutes for the presentation and some ppl didn't get there 200 dollar cards.do not want to go to the resort at all and they will not give me my money back. They didnt not tell me there was no refund. I do not want to hear a sale pitch about timeshare. I live pay check to pay check. I can't afford that. I will be reporting this everywhere until I get my money back. I am not playing with them you don't take advantage of people. I never even receive a email about the hotel and stay and documents until I had to call them over and over and over again. The lady said she will call me back with higher management when I wanted my refund and never called.

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have received the Consumers communication directed to Vacation Village Resorts via the Better Business Bureaus ******************** writing to inform you that we are gathering the necessary information in this matter. Once the information has been received and reviewed, we will issue a response.
  Please feel free to contact the undersigned if you have any questions or problems in the interim.

  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager

  Business Response

  Date: 01/19/2024

  Re:       *********************/Customer ID ********
  
  To whom it may concern:
  
  Thank you for sending us the communication from the Consumer named above. We regret that the Consumer feels negatively about his experience however we deny the details as presented in Consumers communication.
  
  We have reviewed the details of the Consumers transaction along with the history of communication with our ******************** Manager. We feel it is important to point out that all terms of the promotional vacation package were disclosed to Consumer verbally on the date of the purchase (1/9/****) and again in writing via email on January 12, **** when written confirmation of the vacation package was sent to Consumer. The written confirmation sent to Consumer disclosed the details of the vacation package as well as the disclosure that the vacation package cannot be cancelled and is non-refundable. Furthermore, we deny Consumers allegation that he did not receive the email from us as our records indicate that Consumer received and replied directly to our email communication.
  
  That said, we understand that there are times when information may have been misunderstood or a Consumer may be confused.As such, we are pleased to inform you that a refund in the amount of $129.00 has already been to the Consumers credit card account as a courtesy.
  
  We stand firm in our position that there was no wrongdoing on the part of the company and are happy to resolve this matter to the Consumers satisfaction. We thank the Consumer for taking the time to write about his concern.
  
  Best regards,
  ********************
  Corporate Relations Manager

• Initial Complaint

  Date:01/10/2024

  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.

  This contract with Vacation Village at *********** has been in effect since ****. Their services have been used but not very often. We felt very forced to give the initial payment in order to enter into this agreement. The salesperson was very determined to make a sale and trapped us during the purchase. The resort never fully went over the entire agreement, instead they purposely omitted very important details, such as increasing maintenance fees. This ultimately forced us to pay for fees that we did not agree to. The sales reps stressed how this would be a great investment for the future and that too is false. Furthermore, during the signing of the paperwork, we had to drive back to ***** to get the checkbook and then drive back to *************** to complete the signing, which was far from a quick trip. Nothing about their advertised services match what was stated to us during the agreement. We now have a reduction in income due to retirement and unfortunately cannot continue on with this timeshare. Our only hope is to no longer be owners and be relived of all obligations related to this purchase.

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have received the Consumers communication directed to Vacation Village Resorts via the Better Business Bureaus portal.
  
  Please be advised that, we do not agree with the allegations that have been made. We exercise great care in educating each prospective purchaser about what they are purchasing. We make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. Additionally, all of the benefits, terms, condition, and costs associated with each purchase are documented in writing for mutual protection. Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any subsequent payments. On the date of purchase, Consumer was provided with the statutory cancellation period along with a comprehensive copy of all documents that they signed to take home for their records.
  
  If Consumer is interested in relinquishing their Vacation Ownership, they must direct their communication to *********************. (Daily). Daily is the ****************** for the Resort at which they own.
  
  Daily will be able to provide Consumer with the eligibility requirements, fees and costs involved with the Associations relinquishment program. All further communication regarding relinquishment of their Vacation Ownership must be directed to:
  
  *********************.
  Attn: Owners Resolutions Dept.
  *****************************************************************************
  Email: ********************************************
  
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager
  

• Initial Complaint

  Date:01/05/2024

  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 have been timeshare owners for several years with Vacation Village now but this has been a completely terrible experience. When we first bought our timeshare, we contacted the appropriate representatives to cancel the contract we had just signed within in the rescission timeframe. We brought this information forward to Vacation Village recently to request a cancellation of services and a complete refund because we have never had the opportunity to use our timeshare since the purchase. Vacation Village completely disregarded the proof that we showed that we did our part to cancel this contract within the appropriate timeframe. Vacation Village only responded by saying that they do not take timeshares back and they are not able to assist with resale. They blatantly ignored the email chain that I attached with the complaint showing that we did in fact make our cancellation request in time. After I responded to their email pointing out that fact, they neglected to respond. These people have been wrongfully charging us for a timeshare that we should have already had removed from our names. We paid the bill because we didnt want to ruin our credit but enough is enough! We havent gotten one thing from this experience except debt. We are tired of being on the leash with this company. We are tired of them pestering us for more and more money each year for maintenance fees. We know that we have been taken advantage of and hope there is something you can do to assist us in getting out of this timeshare and getting all of our money back, since Vacation Village will not respond to us. ****************************

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have reviewed the Consumers Complaint and the statements contained therein. The following is our response to the Consumers Complaint.
  
  We deny any allegations made that the Contract and transaction was not presented to Consumer properly. We exercise great care in educating each prospective purchaser about what they are purchasing. For each transaction, the closing process is divided between a Sales Representative and a Verification Officer. The split process is deliberate and serves to eliminate any possible confusion any consumer may have regarding their purchase. We make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. All of the terms, fees and costs associated with the purchase are documented in writing for mutual protection. Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any subsequent payments of the deposit.
  
  We are committed to providing great customer services and assisting all Owners to realize the full benefits of Vacation Ownership. If Consumer would like to continue their request for assistance, we welcome the opportunity to speak directly with Consumer. Consumer is encouraged to contact our ***************************** Concierge Specialists are available Monday through Friday from 8:30 a.m. to 5:00 p.m. EST and may be reached toll free at ************** or by email at:************************************. Our Concierge Specialists look forward to hearing from Consumer directly to address any questions or concern they may have regarding their Vacation Ownership.
  
  This will be our final correspondence regarding your complaint via the BBB portal. Going forward, we welcome any and all further communication on this matter to be directed to our **************************** or to the undersigned. All further communication may be sent by mail to the following address: ******************************************************************************************************* or by email at: ***********************************.
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21102294
  
  I am rejecting this response because:

  Better Business Bureau, 
  
  You can clearly see the difference between what we stated in our complaint filed with you versus what they claimed we made a complaint about. Vacation Village began by denying allegations that we have not even made against them.
  
  
  Us putting in our cancellation request is not in any way an allegation. We have proof as stated and have attached it below for you to review. However when trying to call they avoided us and I even reached out by email with no response. I am glad I kept that correspondence. As you can also see by their response, they are trying to monopolize the narrative of our experience. Telling us to contact them after they blatantly have already ignored us is quite strange indeed. We have no desire whatsoever to stay in business with these people. They have already taken way too much money from us when we took the necessary steps for that not to happen only to be stuck trying to protect our credit.
  
  
  We understand that they will most likely not respond to this communication. But we want the world to see how terrible this company treats the people that have kept them in business. All we are asking for are corrective measures to be taken given what happened with our very timely rescission request. We asked as they told us to for a cancellation within 5 days of signing our timeshare contract. That should be all the necessary evidence for our request to be granted. We will continue seeking outside assistance until our requests have been fulfilled. 
  
  
  Regards, 
  
  Makena & *******************
  

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  In June 2023, I embarked on my annual vacation to the Palm Beach Shores *********************************************** Villas, a tradition spanning nearly 24 years. Amidst my stay, I reluctantly accepted an invitation from the resort's receptionist to an informational breakfast, enticed by the promise of a $100 gift card for local restaurants. However, what initially seemed like a pleasant treat evolved into a distressing ordeal. Unbeknownst to me, I found myself deceived into purchasing a condo in *********, **, burdened with recurring fees beyond my means. The breakfast, initiated amiably with salesman *******, spiraled into a coercive sales pitch lasting 25 minutes. Despite my adamant refusals, I was double-teamed by ***************************, exploiting my emotional vulnerability as a recent widow. Feeling trapped, I succumbed to their pressure, only to later discover forged signatures on contracts and titles. This ordeal has taken a toll on my mental health, eroding trust and causing sleepless nights. Seeking justice, I am pursuing a full refund, coverage of legal expenses, and financial support for counseling, totaling $8,400, as I grapple with the aftermath of this egregious wrongdoing at the Palm Beach Shores *********************************************** Villas.

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have received the Consumers communication directed to Vacation Village Resorts via the Better Business Bureaus portal.
  
  We do not agree with the allegations that have been made. We exercise great care in educating each prospective purchaser about what they are purchasing. We make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. Additionally, all of the benefits, terms, condition, and costs associated with each purchase are documented in writing for mutual protection.Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any subsequent payments. On the date of purchase, Consumer was provided with the statutory cancellation period along with a comprehensive copy of all documents that they signed to take home for their records.
  
  If, at this time, Consumer is experiencing any issue or has any question or concern regarding their Vacation Ownership, we welcome the opportunity to speak directly with Consumer. Consumer is encouraged to contact our ***************** Department.Concierge Specialists are available Monday through Friday from 8:30 a.m. to 6:00 p.m. EST and may be reached toll free at ************** or by email at:************************************. Our Concierge Specialists look forward to hearing from Consumer directly to address any questions or concern they may have regarding utilizing and enjoying their Vacation Ownership.
  
  We remain committed to providing great customer services and assisting all Owners to realize the full benefits of Vacation Ownership and look forward to the opportunity to assist Consumer directly. This will be our final correspondence regarding this matter via the BBB portal; if Consumer would like to communicate further on this matter, they may contact our ***************** Department or direct all further communication to the undersigned by mail at: Vacation Village Resorts, *******************************************************************************************************, or by email at: ***********************************.
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager
  

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21073383
  
  I am rejecting this response because: They are liars and after my last phone call with them I have no intention on ever speaking with them over the phone again. They are rude and nasty and cause me a lot of anxiety to the point of where I am looking for a therapist. This company needs to provide compensation for the problems they have caused
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I need help closing out our timeshare contract. I have not been able to resell it and I do not have family or friends interested in this burden of a contract. I simply can not afford this nor do I want to continue with Berkshire as a whole. Also considering we have retired since the purchase, our reduction in income and my health issues no longer allow us to afford the timeshare or even use it. I have friends that were able to get out from under the resort in a **********, and I cant wrap my head around us not being allowed the same. Im not looking for any refund and understand I will be forfeiting what Ive already invested. Please consider my hardships and help me with a mutual release from Patriot Resort ************************. I look forward to your response. Thank you.

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have received the Consumers communication directed to Vacation Village Resorts via the Better Business Bureaus portal.
  
  Please be advised that, if Consumer is interested in relinquishing their Vacation Ownership, they must direct their communication to *********************. (Daily). Daily is the ****************** for the Resort at which they own.
  
  Daily will be able to provide Consumer with the eligibility requirements, fees and costs involved with the Associations relinquishment or hardship program. All further communication regarding relinquishment of their Vacation Ownership must be directed to:
  
  *********************.
  Attn: Owners Resolutions Dept.
  *****************************************************************************
  Email: ********************************************
  
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager
  

  Customer Answer

  Date: 01/22/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:12/20/2023

  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.

  Im writing to request help with canceling our timeshare contract. As a one-income household, we are facing challenges meeting the financial obligations associated with daily life and the timeshare is only hindering us. The difficulties with the contract extend beyond the payment as the booking process has proven to be not as straightforward as initially presented. We were not informed about the additional fees that came with booking either, nullifying the *** benefits. Moreover, the limited availability of suitable dates for vacations has made it practically impossible for us to utilize the timeshare at all. To add to the weight of these challenges, we have experienced a significant loss, as our newborn passed away less than a year ago. The emotional toll has been overwhelming, leading me to seek therapy and support from the VA. Our focus is on supporting and caring for our 6-year-old, and the financial strain of the timeshare is hindering our ability to do so. We look forward to a resolution that allows us to move forward during this difficult time. Thank you for your understanding.

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have reviewed the Consumers Complaint and the statements contained therein. The following is our response to the Consumers Complaint.
  
  We deny any allegations made that the Contract and transaction was not presented to Consumer properly. We exercise great care in educating each prospective purchaser about what they are purchasing. For each transaction, the closing process is divided between a Sales Representative and a Verification Officer. The split process is deliberate and serves to eliminate any possible confusion any consumer may have regarding their purchase. We make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. All of the terms, fees and costs associated with the purchase are documented in writing for mutual protection. Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any subsequent payments of the deposit.
  
  We are committed to providing great customer services and assisting all Owners to realize the full benefits of Vacation Ownership. If Consumer would like to continue their request for assistance, we welcome the opportunity to speak directly with Consumer. Consumer is encouraged to contact our ***************************** Concierge Specialists are available Monday through Friday from 8:30 a.m. to 5:00 p.m. EST and may be reached toll free at ************** or by email at: ************************************* Our Concierge Specialists look forward to hearing from Consumer directly to address any questions or concern they may have regarding their Vacation Ownership.
  
  This will be our final correspondence regarding your complaint via the BBB portal. Going forward, we welcome any and all further communication on this matter to be directed to our **************************** or to the undersigned. All further communication may be sent by mail to the following address: ******************************************************************************************************* or by email at: ***********************************.
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21036281
  
  I am rejecting this response because: I do not feel comfortable discussing any matters with them over the phone. This company is untrustworthy. I request any options to be presented to me in writing via mail or email only. I look forward to hearing from them as soon as possible. 
  
  Sincerely,
  
  Shaowha *******

• Initial Complaint

  Date:12/19/2023

  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.

  I am disappointed to share that my experience with your company has fallen far short of the promises made during the presentation on August 26, 2023. After being enticed with incentives like a $150 gift card, free slot play, and a ***********************, I attended a lengthy presentation at the Grandview. The representative, ***************************, made misleading claims about property investment opportunities and pressured me into a rushed decision, resulting in a $1566.55 deposit on August 26 and an additional $2098 payment on September 24. The promised benefits, such as using the property for special events and renting it out, proved false. Issues escalated when attempting to cancel my RCI membership, and despite discrepancies and unmet promises, attempts to cancel were thwarted by unhelpful responses from Vacation Village representatives. I feel deceived, frustrated, and regretful of the financial commitments I made based on inaccurate information.

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have reviewed the Consumers Complaint and the statements contained therein. The following is our response to the Consumers Complaint.
  
  We deny any allegations made that the Contract and transaction was not presented to Consumer properly. We exercise great care in educating each prospective purchaser about what they are purchasing. For each transaction, the closing process is divided between a Sales Representative and a Verification Officer. The split process is deliberate and serves to eliminate any possible confusion any consumer may have regarding their purchase. We make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. All of the terms, fees and costs associated with the purchase are documented in writing for mutual protection. Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any subsequent payments of the deposit.
  
  We are committed to providing great customer services and assisting all Owners to realize the full benefits of Vacation Ownership. If Consumer would like to continue their request for assistance, we welcome the opportunity to speak directly with Consumer. Consumer is encouraged to contact our ***************************** Concierge Specialists are available Monday through Friday from 8:30 a.m. to 5:00 p.m. EST and may be reached toll free at ************** or by email at:************************************. Our Concierge Specialists look forward to hearing from Consumer directly to address any questions or concern they may have regarding their Vacation Ownership.
  
  This will be our final correspondence regarding your complaint via the BBB portal. Going forward, we welcome any and all further communication on this matter to be directed to our **************************** or to the undersigned. All further communication may be sent by mail to the following address: ******************************************************************************************************* or by email at: ***********************************.
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21032020
  
  I am rejecting this response because this company lack the ability to take accountability. Which I get a shady business isn't going to admit they're shady for legal purposes. I have no intention on speaking to this business over the phone because I have been trying to talk to them about getting out of my contract long before this filing. I still stand on wanting to cancel my contract.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got a time share with these people and could never use it because it was not available when we wanted it. We discontinued payments. Now we are trying to purchase a home and we can't because it's listed as a mortgage and we have late payments. Is this legal?

  Business Response

  Date: 01/19/2024

  To whom it may concern:
  
  We have received the Consumers communication directed to Vacation Village Resorts via the Better Business Bureaus portal.
  
  We do not agree with the allegations that have been made. We exercise great care in educating each prospective purchaser about what they are purchasing. We make a concerted effort to assure that each prospective purchaser makes an informed and educated decision as to whether or not to purchase. Additionally, all of the benefits, terms, condition, and costs associated with each purchase are documented in writing for mutual protection.Consumer participated in the entire sales and closing process and had the full opportunity to ask any and all questions before signing any documents and making any subsequent payments. On the date of purchase, Consumer was provided with the statutory cancellation period along with a comprehensive copy of all documents that they signed to take home for their records.
  
  If, at this time, Consumer is experiencing any issue or has any question or concern regarding their Vacation Ownership, we welcome the opportunity to speak directly with Consumer. Consumer is encouraged to contact our ***************** Department.Concierge Specialists are available Monday through Friday from 8:30 a.m. to 6:00 p.m. EST and may be reached toll free at ************** or by email at:************************************. Our Concierge Specialists look forward to hearing from Consumer directly to address any questions or concern they may have regarding utilizing and enjoying their Vacation Ownership.
  
  We remain committed to providing great customer services and assisting all Owners to realize the full benefits of Vacation Ownership and look forward to the opportunity to assist Consumer directly. This will be our final correspondence regarding this matter via the BBB portal; if Consumer would like to communicate further on this matter, they may contact our ***************** Department or direct all further communication to the undersigned by mail at: Vacation Village Resorts, *******************************************************************************************************, or by email at: ***********************************.
  
  Best regards,
  ********************
  Vacation Village Resorts
  Corporate Relations Manager