Complaints

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:03/12/2025

  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.

  I would like them to take back my contract. They told me they would take it back if I had it paid off. They have not yet. I did my part, they need to do theirs.

  Business Response

  Date: 04/09/2025

  Good morning, we are having difficulty finding this consumer based on the information given. Could you please supply us with additional details, such as the owner ID number and the names of all contractual parties? Thank you.
  

• Initial Complaint

  Date:03/04/2025

  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 have been attempting to obtain a copy of my contract for over a year now. Silver Lake Resorts rarely answers, and when they do they send me to the parent company Capital Vacations. Capital Vacations is responsive, but remains adamant that the contracts are maintained on property. I have spent hours and hours on the phone and sent email after email with no success. I just want a copy of my contract and I am starting to think Silver Lake no longer has my contract which means I am no longer going to abide by it. To be clear, I have my deed. I need my contract. My Silver Lake owner ID is *****, the Capital Vacations owner ID is *******. The account is under me (*********** ********) and my father (**** ********).

  Business Response

  Date: 03/21/2025

  We are to hear that the ******** familys experience with Capital Vacations has been less than stellar. Fortunately, we were able to make contact with the ******** family. We were able to find the Mortgage Deed of the original purchase done in Silver Lake Resort and will be mailing a copy over to the ******** familys address on file. The ******** family may also contact Silver Lake Resort directly, they are the original developers, if they have any additional questions about their contract.

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  1.False claims about the timeshare's financial value 2. Misleading statements about the ease of selling or renting the unit 3. High-pressure sales tactics creating a false sense of urgency 4. Misrepresentation of the ability to exchange or use our timeshare 5. Failure to honor the right to cancel within the *******-off period, as our paperwork was delivered late

• Initial Complaint

  Date:02/21/2025

  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.

  1.False claims about the timeshare's financial value 2. Misleading statements about the ease of selling or renting the unit 3. High-pressure sales tactics creating a false sense of urgency 4. Misrepresentation of the ability to exchange or use our timeshare 5. Failure to honor the right to cancel within the *******-off period, as our paperwork was delivered late

  Business Response

  Date: 03/06/2025

  We apologize to hear that the ********* familys experience with Capital Vacations has been less than stellar. Fortunately, we were able to make contact with the ********* family on March 6, 2025. In our discussion we let the ********* family know that at the time of their purchase of their ownership we had yet to take over management of the resort.  As such we are unable to speak about the allegations during the time of the sale. Also, the ********* family is eligible to go through a deed back program. To begin the process the ********* family, need to speak to our ****************** by calling ****************, Monday through Friday from 9:00 a.m. to 6:00 p.m. (EST), and they will be assigned a Deeding Coordinator to assist with their deed back.

• Initial Complaint

  Date:02/09/2025

  Type:Customer Service 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.

  Late check in. Already waited an hour past promised time. Unable to accommodate us in anyway. Front desk said all our help was taken away. Nobody knows. I assume ICE. regardless not will to help us in anyway. Made a 3 day trip to currently have no place to stay. Made reservations months ago!

  Business Response

  Date: 02/24/2025

  We are sorry to hear that Ms. ****** experience with Capital Vacations has been less than stellar. We attempted to reach out to ******** on February 24, 2025, to reach a resolution. Unfortunately. We were unable to make contact with Ms. ****** Because we want our customers to be satisfied, we ask for Ms. ***** to call back and provide additional information needed to resolve her issues because we were unable to locate her reservation in our systems. Please have Ms. ***** reach out to the Customer Relations team by calling ************************ 

• Initial Complaint

  Date:11/25/2024

  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.

  They stole a product from me and now they are ignoring my emails.I stayed for a week, I made a purchase on ****** to be delivered here and the product disappeared. They said it was not delivered. Only after I left and sent an email, they said they found the product, so I requested a return from ****** and they said they would do it, since then they have ignored my emails and have not returned my product. I lost the money from the purchase now that the return period has passed and they do not want to reimburse me for the amount that was their responsibility.

  Business Response

  Date: 12/09/2024

  We are sorry to hear that Ms. ****** experience with Capital Vacations has been less than stellar. We have attempted to reach out to Silver Lake Resort to see if Ms. ****** request was fulfilled. Fortunately, we contacted the resort and was advised that the return was completed.  Please have Ms. ***** contact the company she has purchased the item from for any refund inquiries. 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22601077
  
  I am rejecting this response because: The item wasn't returned and now the deadline by ****** (28th november) is over and they won't refund me anymore. The resort is saying that they returned, but ****** never received it. The status didn't even change to "drop off". See attached files.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/27/2024

  Capital Vacations has followed through with the communication of the resort. Please have Ms. ***** contact Silver Lake Resort front desk by calling ************, for any inquiries on the return, as Capital Vacations is only the managing entities of the resort, which handles internal inquiries.

• Initial Complaint

  Date:10/01/2024

  Type:Product 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.

  Fully paid up member for last 12 years. In Sep 23 was billed for an upgrade, included 15% discount if paid by 20 Nov 23. Paid with discount *** on 30 Oct 23. Have receipt. On Apr 15, '24 got invoice for annual fees. Included overdue assessment for upgrade. Called SL fin. office, they told me to ignore the overcharge, it would be corrected. I paid the annual fees for '24, have the receipt. Same time sent in my letter to terminate my membership, asked for process instructions. Got them 9 weeks later, June 10 letter, included admin termination fees (paid this, have receipt) another year of maintenance, and another charge for the upgrade fee. Called the Capital Resorts office that sent the bill (new mgmnt for Silver Lake.) Told me they don't "deal with" issues, I should call SL fin. office. Since calling doesn't work (see Apr) I wrote 24 Jun to SL and CR asking for correction of overcharge and clarification of payment for maintenance on a fully-paid property which I had just terminated in Apr. Email reply from CR on 1 July repeating that I have to pay, no info on error resolution. Wrote letter again on July 8 to both SL and CR, email reply from CR on 5 Aug saying that I have to pay, no info on error resolution. Another email on Sept 4 from CR, saying I have to pay, no error resolution. Called again on 17 Sept to customer support tel at ** and spoke to *******, who could not access my file, or give me the name of her supervisor, or their email, or their tel no, but would send an email about my issue to the fin office. So I wrote another letter 17 Sept directly to **** *********, Director of Finances at **, return receipt showed delivery to front desk on 21 Sept. Copies to ***** *******, GM at SL, and to CR. At no point Since April ****************************** recieved any reply at all to my calls and letters to SL. I consider this to be criminal neglect or an attempt at fraud. It's been 6 months since I sent my termination letter. Next - lawyer.

  Business Response

  Date: 10/11/2024

  We do apologize if Ms. ********** experience with Capital Vacations has been less than stellar. We reached out to Ms. ********* on October 11, 2024, to resolve any issues she may have had. Unfortunately, we were not able to get in touch with Ms. ********** Because we want our customers to be satisfied, we recommend Ms. ********* to speak with our ****************** to resolve any financial obligations to help with her deed back.Please have Ms. ********* reach out to the ****************** by calling **************,on Monday through Friday, from 8:00 a.m. to 5:00 p.m. EST. 

  Customer Answer

  Date: 10/14/2024

  Hi - I have spoken several times with Capital Vacations, including on 11 October.  I have spoken several times with their deeding department.  Their deeding department has told me every time that they cannot resolve any accounting issues that result from my account at ********************** Lakes Resort.  Capital Vacations is apparently the "facility management" company that has been hired by Silver Lakes Resorts.  My issue is with the accounting department at Silver Lakes Resorts, and it is that department that has never responded to any of my attempts to contact them, either by phone or by formal written communications.  They alone can correct the accounting issue.  Capital Vacations cannot.

  I need to hear from Silver Lakes Resort's accounting department, and they need to correct the accounting error on my Silver Lakes Resort account.  Please contact them, not Capital Vacations, which has been responsive but not able to resolve the issue.   Thank you.  The financial manager listed for Silver Lakes Resort is ******** Wimburger, and I have sent him a letter via return receipt post, which was delivered on 21 September.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22364205
  
  I am rejecting this response because:  Response is not from the actionable entity.
  
  Sincerely,
  
  ******* M *********

  Business Response

  Date: 10/28/2024

  Capital Vacations stands by their previous response. Because Ms. ********** deed is with Silver Lake Resort, the ****************** is the only department that can assist with her request. Please have Ms. ********* reach out to the ****************** by calling **************, Monday through Friday, from 8:00 a.m. to 5:00 p.m. (EST). 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22364205
  
  I am rejecting this response because:  It's just another deflection of my request to Silver Lakes Resort

  for a correction of my account that Capital ******************** has repeatedly told me they cannot correct, it

  must be corrected by Silver Lakes Resort. I have also asked Silver Lakes for an explanation of charges from Silver

  Lakes.  Silver Lakes Resort has not responded to any communications I have

  sent over the last 8 months, and I have been in communication with Capital Vacations, mostly with

  ***** **** in the deeds department, for the last 8 months.  So sending me back to ******************* is fruitless.
  
  Sincerely,
  
  ******* M *********

  Business Response

  Date: 11/14/2024

  Capital Vacations continue to stand by their stance. In order to resolve Ms. ********** complaint she needs to contact the ****************** it is the only department that can work with deed back requests and financial help with the process. Our records show ***** **** sent out a new relinquishment letter to Ms. ********* on October 14. Ms. ********* can also contact the Silver Lake Resort *************** team at ************ for additional assistance regarding her ownership. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22364205
  
  I am rejecting this response because:  This is the same runaround as all previous responses, which 

  are not from Silver Lake Resort, they are from Capital Vacations, which simply keeps repeating the  

  same useless mantra.  (Except they have also now added more charges to my invoice, with no

  description or explanation of the additional chargesl)

  I have contacted the deeding office and exchanged messages with ***** **** many times since April 

  of this year.  None of my issues have been resolved.  I have called the customer support number 

  at ********************** Lake and have had no action and no further response from that office.  I have now contacted 

  the Osceola-Kissimmee Chamber of Commerce, the State Representative for the Kissimmee district, both Florida Senators, the Consumer Protection

  Bureau and the ************************ with formal complaints.  I have copied my Senators here in *********

  
  Sincerely,
  
  ******* M *********

• 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.

  We enjoyed our stay at ************ Resort but regretfully found our subsequent experiences disappointing and misleading. Initially reluctant buyers, we were promised assistance in selling our existing vacation club membership to offset costs, which never materialized. Further concerns arose regarding the frequency of our ownership, additional upgrade costs, and difficulties in booking accommodations suitable for our family size.Despite efforts with *********************** unexpected fees and inadequate availability dashed our hopes of using the exchange service effectively. The transition to Capital Vacations brought more unexpected costs and pressures to upgrade, not disclosed during the sale.Repeated promises of covering maintenance fees through incentive weeks were unfulfilled, leading us to feel deceived and frustrated. Even during a recent stay, new requirements for further purchases were presented without clarity or viable options.Given these experiences, we formally request the cancellation of our contracts for both Stormy Point ownership and Capital Vacations Membership. We believe we were consistently misled and deserve a refund as we have not utilized the services for several years and have no intention of doing so in the future.Sincerely,Trent and *******************************

  Business Response

  Date: 07/30/2024

  Good afternoon, 

  
  We acknowledge receipt of your complaint via postal mail on July 29, 2024. The letter is dated July 19, 2024, and we are aware that the response timeframe is 14 days. However, due to the delayed receipt of the complaint, we kindly request an extension to adequately and accurately investigate and respond to the matter. Thank you.

  Business Response

  Date: 08/07/2024

  We apologize if the ******** familys experience with Capital Vacations did not meet their expectations. We reached out to the ******** family to resolve any issues they may have had. Because the ******** family wish to exit their contacts we referred them to ********* Services at ************ Monday through Friday, from 8 a.m.to 5:00 p.m. (EST). The only program that we offer where a owner can exit is our Graceful Exit program. With this program the owners need to have their loan paid in full and maintenance fees up to date before they can exit.   

• 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.

  To whom it may concern,I am writing to express my deep frustration and formally request the cancellation of our membership with Silver Lake / Capital Vacations. My husband, *****, and I have encountered significant challenges since entering into this timeshare agreement in 2015.Initially, we were misled into a lengthy and coercive sales process during what was promised as a brief presentation. Our subsequent experiences fell far short of expectations, from subpar accommodations to unexpected fees and continual disappointment with booking processes. The promises made during the sales pitch did not align with the reality of our experiences.Since 2017, my health has deteriorated significantly, resulting in numerous surgeries and severe travel restrictions due to medical conditions including AFIB, kidney stones, and Stage 3 melanoma. This has placed immense stress on both my health and our financial stability, exacerbated by the ongoing financial commitments associated with our timeshare.Given these circumstances, we have no choice but to terminate our timeshare contract and request a refund of funds rightfully owed to us. Our current situation leaves us unable to continue with these commitments, and we urgently seek resolution.Sincerely,***** and *********************

  Business Response

  Date: 07/30/2024

  Good afternoon, .

  
  We acknowledge receipt of your complaint via postal mail on July 29, 2024. The letter is dated July 19, 2024, and we are aware that the response timeframe is 14 days. However, due to the delayed receipt of the complaint, we kindly request an extension to adequately and accurately investigate and respond to the matter. Thank you.

  Business Response

  Date: 08/05/2024

  We apologize if the ****** familys experience with Capital Vacations did not meet their expectations. We reached out to the ****** family on August 2, 2024, to try to resolve the issues they may have had but were unable to reach them. We did leave contact information. Looking over the ****** familys account, it shows they have an active loan and maintenance fees due to Silver Lake Resort. We have previously discussed with the ****** family that they have an open loan and, until that loan is paid in full, we cannot deed back their timeshare interest. The ****** family can contact our ****************************** Monday through Friday, 8 a.m. to 5 p.m. (EST) to discuss account balances and possible settlement options.       

• Initial Complaint

  Date:06/01/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was added as an owner (by my now deceased father) to 2 timeshare properties without my authority or knowledge. I have been attempting to get my name off of deeds since 6/2023 and have called Silver Lake resort as well as Capital Vacations at least once a month every month. No matter who I have spoken with, it's not their problem and I have to speak to another department. I have been directed to speak to a specific person in the deeding ***** and I have left at least 7 messages with no response. I spoke with a random deeding staff and was told that I would have to pay thousands of dollars to transfer a deeds out of my name even though I had no knowledge I was added. I refuse to make any payments as the mortgages are all fully paid. I want my name off of the properties and don't feel I should be responsible for putting out money to do this. I was told that some counties allow a person's name to be added without that person's authorization (even if they live in another state). I don't need my credit ruined over this. Please help!!!!