ComplaintsforFlorida Vacation Villas Club, Inc.
Travel Club
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I would like to bring to your notice that I had already communicated my wish to cancel my membership back in December 2022. I sent a cancellation letter last year and never received a response. It seems there may have been a misunderstanding or miscommunication as I did not receive any acknowledgment or response from your end regarding the same. This lack of communication led me to express my concerns via a review/complaint in May 2023. For your reference, I have attached a copy of the cancellation letter sent last year. Please review it and kindly acknowledge receipt of the same. I understand that the cancellation process takes 30-45 business days. Now that it is clear that my intent to cancel has been communicated, I would appreciate it if the process could be expedited given the delay that has already occurred. I look forward to resolving this matter amicably and receiving confirmation of the cancellation of my membership with both FVV Club and RCI.Business response
11/17/2023
Hello,
We are happy to write a response. First and foremost, in May this would have been resolved if this member had simply answered our question. The member paid for his 2023 points, he was entitled to those points. We asked the member if he still wanted to cancel at that time because he would have lost those points and once a member makes a payment there are no refunds as stated on our membership renewals. Therefore, at this time we will close the member's account. Moving forward,. member will not receive any new points starting January 1, 2024. Our office has also sent the request to RCI to have them cancel the account on their side as well. Member will not receive additional notifications from us that account is closed as this is our final notification. However, once RCI has closed his account on their side, member will receive an email from RCI. Our office does not control RCI, therefore member will have to wait the normal 30-45 business days for RCI to complete their process.
Thank you.Initial Complaint
06/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I stayed at Venetian Bay which is owned and operated through Florida Vacation club from 6/02/22-6/09/22 while staying at Venetian Bay upon arrival I realize that the stairway railing was shakey and dangerous in the hallway of the villa also I was not provided a working dryer, internet was down for 2 days I tried contacting a staff several times leaving messages as the staff only work remotely and can only be reached via phone also I had a quess staying with me falling down the broken stairway because of faulty railing, also trying to reach someone to fix the internet I only received one call back my security deposit of $300 was helded onto because 1. Staircase 2. A chair was moved from the bedroom to the livingroom without any verbal or written notice that states that you can't move a chair 3. A movie was watched on the TV that they claimed was not approved again no written or verbal notice was given that you couldn't watch 4. Keys were dropped off at check out to another box on the property.. please help me to get back my deposit and take a stand to this injustice I refuse to allow a company or organization get away with theft.Business response
07/08/2022
Business Response /* (1000, 5, 2022/06/17) */ Hello, Our resort thanks you for the opportunity to complete the whole story as ************ (Guest) only provided you with a glimpse of the situation. First and foremost, all guests are required to pre-register prior to arrival in order to get the lockbox instructions as we do not have in-person check-in. Please review the attached which is the pre-registration form that ******* completed on 5/19/22. The reasons as to why her credit card was charged $300 is for the following: *Unit keys were not return to our white lockbox (where the keys were picked up from)- keys were left at another resort *Broken stair rail *Big chair from master bedroom was moved up stairs and not put back in its original location *Rented a movie without authorization (this resort does NOT have movies to rent) UNIT KEYS IN WRONG LOCATION: Guest is given 5 different ways of the check-out procedures. 1. Stapled to the unit map (see 2nd attachment). 2. Letter on the kitchen countertop 3. In-house book 4. Sign on the wall by the front door 5. Text message the day before departure If you review the attached check-out procedures that was stapled to the unit map, it provides complete instructions along with a picture of our lockbox which has the key return inside. This box is WHITE and is the exact same lockbox that ******* picked up the keys from (picture of lockbox-see attachment). On the same attachment, you will see where she put the keys which was in a yellow door. Attached reference is our lockbox instructions that guest received prior to arrival that states if you are at a yellow door, you are in the wrong location. However, the morning of her departure, ******* put the unit keys into the yellow door at Suite #126 (see attachment) which is for another resort and has no affiliation at all with us. That resort does not have Friday check-ins and they checked their box only after we called them and asked that to please check their box. As stated on the pre-registration, we could have charged ******* $50 each 1/2 that our unit keys were not in our key return box, but we did not. This is why we sent her a text message as a courtesy asking her where the keys were. She also did not text, call, or email us when she dropped the keys off as indicated on the check-out procedures. Therefore, we had no idea that she had even left the unit on time because we didn't have the keys nor did she notify us that she was out of the unit. Returning the unit keys to the right location is extremely important because if we have unit keys flowing around becomes a safety issue for the next guest that was booked in the same unit on the same day. BROKEN STAIR RAIL Upon entering the unit after the guest departure, it was discovered that the stair rail was broken. It was repair luckily that the in-house maintenance could fix as we didn't have to call a 3rd party vendor. Had we needed to call a 3rd party vendor, then guest would have been charged security deposit plus part/service fee to repair as stated in Section #2 of the pre-registration. Email received on 6/10/22, guest claims that the stair rail was broken when she got there. Our rooms are inspected prior to arrival. If what ******* is saying is true, she did not report this to us at all. Infact, on Friday, June 3 ******* called us to ask us if we could provide her with 2 more cots and extra towels. We asked her if she has more than 10 people in the unit as the unit sleeps 10 and she said no. At no time during that call did she inform us of anything wrong with the unit and no mention of any repairs needed. It is possible that when the chair was moved to the upstairs that the rail was broken at that time. From: ************ ************************* Sent: Friday, June 10, 2022 9:51 PM To: Front DeskInitial Complaint
12/10/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
None of the verbal information we were given by the salesman was true. The contract, in legalese, either contradicts or does not mention the things the salesman told us. We were told that we would be buying out our timeshare over to Florida Vacation Villa Club were we would be able to use the week we where turning over to them. The contract says nothing about that as an option. We were to be given 10,000 points every year, yet the contract says every other year. The majority of vacation weeks and cruises cost about 10,000 points but that is untrue and not in the contract. We have to use RCI for any resort use and the resort we tuned over costs more that 10,000. We were told they would be sending us a book in the mail and an explanation of our benefits, which never happened. You can save up the points to get what you need in points for your vacation. You can save for a limited time for a fee, but is basically a use or loss product. They are extremely difficult to reach. They don't seemed to want to talk to you. They won't even tell you what time zone they are operating in. They do not put valid phone numbers for members on their annual billing notices. We have just discovered that they put a "maintenance block" on your account a month before the annual dues are due. That block causes you not to be able to use any of the current points in your account. They only allow the use of the points through RCI not their own vacation club. RCI is not allowed to tell me anything as long as the block is in place. They have automated/robot reply to email. They said I had to contact them during "normal" business hours, whatever they are. Now FVVC is saying we paid that money to Tahoe Seasons to take back our timeshare. It was completely paid prior to this deal. I am not sure what we paid those $1,000's to nor why. We were also told this was a "Deeded, inheritable product" just like our original timeshare was. Contract has the complete opposite language.Business response
01/17/2022
Business Response /* (1000, 5, 2021/12/20) */ Hello, Florida Vacation Villas Club (FVV Club) is not a timeshare nor a deeded property. FVV Club is a points travel club of which a member can use their points at over 4,000 RCI resorts (FVV Club is an affiliate). Mr. and Mrs. ***** signed with the marketer Points USA & they have been a member since 2018. They purchased from PTS USA a 10,000 point package to receive points every "even" year (see attached Travel Club Agreement). We cannot advise on anything outside of the written contract such as any verbal agreements. Our role is to provide the member with their contracted points upon payment. If the *****'s have an issue (i.e. Verbal agreements) then they will need to contact their marketer. As far as not receiving a book, that comes from RCI & they will need to pay for an updated directory to RCI, otherwise they can find everything RCI offers by visiting their website at rci.com . Currently, this is time of renewal for all of our members (renewal due by Jan 1, 2022). On Thurs Dec 9 at 6:58pm Shirley left a voicemail on the Front Desk line (wrong extension) to call her. Good thing she emailed to the correct dept at 6:53pm regarding a block on her account (see attached call/email log PLUS email back to her). Our voicemail states that it could take up to 24 hrs for a return call & Shirley called after-hours therefore, the next day we responded back to her email (see attached). Member is concerned about the block on her account. If you look at the attached 2022 dues notice it states that a block has been placed on the account until payment is made. The block is for 2022 points of which it states again on the email we sent to member originally on 2/3/21 (see attached) and again on 12/10/21. Members will always have a block on their account for un-paid future points. Then on Friday Dec 10 at 12:03pm our office rec'd an email from BBB that Shirley filed a case against us. Our office emailed her back within 24 hours of her email- the call from the 9th was NOT returned because we had emailed her showing her in print information that said she had access to her current & saved points just not her 2022 points because she hadn't paid for them as of that date. Our office can't control what a service agent at a call center said to her. After Member filed the case again us, she not only called us On Fri Dec 10 at 4:14 but she also emailed us on 3:56pm (see attached). Both her call and email on the 10th were NOT returned to her because of this open case. Our office will not correspond directly with her until the case is closed. All correspondences until then will go thru the BBB. Also, if the *****'s have such a problem with us then why did we just receive on Dec 15th check #4672 for 2022 membership renewal? BBB we kindly ask you to close out this account because this member made a choice to pay us for renewal on their own free will. Thank you. FVV Club I
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.