Complaints

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

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  Ascendant Holidays, LLC

  9650 Universal Blvd 121 Orlando, FL 32819

• 

  Ascendant Holidays, LLC

  9650 Universal Blvd Ste 121 Orlando, FL 32819-8766

• 

  Ascendant Holidays, LLC

  PO Box 2043 Winter Park, FL 32790

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:07/02/2025

  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 will attach the letter that I have been trying to send to them to cancel. They told me that the total cost was only going to be $15,000 and they had me open a credit card for $6,000 and applied to the real balacne of $21,298.00 . They also told me my payment would not start for 45 days i signed a contract but on 6-5-25 for the travelers club membership. i called last week and they told me to call back on July 10th that they would look into cancel but I would have to pay penalty. I feel they are very deceptive. I emailed the email on the contract i signed ( i will attach that along with letter that i typed ) and the email: ********************* keeps kicking back and the contract i signed is only 26 days ago ?? I can send copy of contract but size is large if you give me an email i can send via another service . just need to know where to email it to.

  Business Response

  Date: 07/15/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the customer complaint. We thank you for the opportunity to respond. We will reach out to the customer to address her concerns.
  
  Best Regards,
  Member Services

• Initial Complaint

  Date:06/05/2025

  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.

  We went to a concert , spun a wheel , won FREE theme park tickets if we did the presentation from this group and paid $40 that we would get back if we went. Asked the gentleman if they would be 100% free, he said yes. Great, Ive done these before with zero issues until now. We signed up , got to the presentation , they had no clue what we were talking about , despite me saying I have the paperwork would you like to see it they said no over and over , so they took us on tour which was suppose to be 2hrs and ended up to be 3hrs long. At the end we never got our $40 back and we were told we would get an email for our tickets. We got the email, but now they are asking we pay $220 in total. $100 would be refundable and $120 in taxes. First were told its 100% free & we would get the $40 we put down back. Never got the $40 back and now we have to pay $220 and get $100 back when we got nothing back to start with. This is very unethical to start with and to seriously ask for more money when I never got anything back or anything I was promised , is super unethical and is coming off as scam. Why would I pay more into this if I have gotten zero Ive been promised. Also the fact is should have been only 2hr and not 3hrs is *************** partner tried to call to resolve this and just got transferred over and over and has emailed someone in the company. I am writing because I fear the email will be ignored in the same manner we were ignored on what we were promised.

  Business Response

  Date: 06/27/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the customer complaint. We thank you for the opportunity to respond. We will reach out to the customer to address her concerns.
  
  Best Regards,
  Member Services

• Initial Complaint

  Date:05/31/2025

  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 am not liable for this debt with Ascendant Holidays LLC, I do not have a contract with Ascendant Holidays LLC, they did not provide me with the original contract as I requested.

  Business Response

  Date: 06/27/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the members complaint. We thank you for the opportunity to respond. We will reach out to the member to address his concerns.
  
  Best Regards,
  Member Services

• Initial Complaint

  Date:05/27/2025

  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.

  On 4/9/2025 I haved responded to a radio station raffle. I received a call they told me I had to go in to get the price wich me and my spouse did. From there we were offered a *** account free trips pay less for cruises and hotels they deducted 1800$ from card we been trying to book a place and is more then booking it yourself is all a lie I haved call them to see if the can help and they refuse they will tranfer you to different persons NO Result. And my credit karma just sent me and email stating that I have a hard Inquiry from ASCENDANT HOLIDAYS i have tried to contact them and no answer no respond email them no response at all THIS A SACAM

  Business Response

  Date: 06/05/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the members complaint. We thank you for the opportunity to respond. We will reach out to the member to address his concerns.
  
  Best Regards,
  Member Services

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23382309
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/21/2025

  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.

  My wife and I currently have a contract with Ascendant holidays. We have tried since March to cancel the contract due to the services being offered from the contract and acompant are completely different than what is actually offered. The sales people in the company are scam artists and trick you to believe you are getting a product you aren't. They clearly stated that we would be able to visit 4 and 5 star resorts like we normally do when travelling when in fact the hotels and resorts that they offer are 2-3 star. Also We were clearly told that this was not a time share when in fact it is a time share with vista cay and at times it is cheaper to book the place and all places offered with their contract at a cheaper price than through them. The cruise lines are a scam where again it is cheaper to book yourwelf than through the company itself. Since sending my request back in November. I have only received one phone call offering to lower my payments and various late fee bills for refusing to pay. My wife and I would like complete cancellation as well as a refund of any and all funds paid to the business. I would additionally like the removal of the ****** dollar personal loan that was put on my credit report. This business has been a scam since day one of trying to use the services agreed upon in the contract and I am more than willing to provide whatever additional information is needed.

  Business Response

  Date: 06/14/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the members complaint. We thank you for the opportunity to respond. We will reach out to the member to address her concerns.
  
  Best Regards,
  Member Services

• Initial Complaint

  Date:05/21/2025

  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.

  On March 6, 2025, I, Athena ** age 20, was misled into signing a vacation club contract with Ascendant Holidays for $16,149 ($25,521.44 with financing) after many hours of high-pressure presentation. I wrote impatient on the membership form (attached), as I signed under duress to escape. The salesperson promised free international vacations via an *** membership, but the contract hides $999/week fees, *** exchange fees, and a 17.5% APR with $9,372.44 in finance chargesnone explained, violating FDUTPA (Florida Statutes *******). Ascendant falsely listed the Cardholder, who paid the $3,500 deposit, at my address, though he never lived there and were unconnected. They opened a credit card in his name for the deposit, which he closed as fraud. Their application has a Special Conditions code, suggesting amended eligibility to qualify the sale. They didnt provide the contract to me at signing, blocking my 3-day cancellation right (Florida Statutes *******). I called April 17, 2025, for a copy; they didnt send it until May 2 after 7 calls (see log). On May 6, I sent a cancellation letter (certified mail, attached); they didnt respond. I havent used any benefits.Desired Resolution: Cancel my membership, refund the $3,500 deposit and all payments made ($262.16/month), stop future payments, and confirm in writing within 10 business days. If unresolved, Ill escalate to the Florida Attorney General, ***, and pursue arbitration.

  Business Response

  Date: 06/14/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the members complaint. We thank you for the opportunity to respond. We will reach out to the member to address her concerns.
  
  Best Regards,
  Member Services

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23359229
  
  I am rejecting this response because: the cancellation letter for Membership omits my name, the Member, and addresses ****** at my address at **************************************, where he doesnt live. Ascendant opened a credit card in his name for the $3,500 deposit and charged two monthly payments ($262.16 each) to my card. I request the $3,500 be refunded to his card and a check for $524.32 (two monthly payments) sent to my address at ***************************************This omission and refusal to refund my payments violate our agreement to cancel the membership. I demand correction, inclusion of my name, and refunds within 10 days, or Ill escalate. 

  Sincerely,
  ****** ********

  Business Response

  Date: 07/03/2025

  Dear BBB,
  Thank you for your continued communication regarding this matter. We acknowledge the latest update from the member and will be reaching out directly to her again to address her concerns.
  Best ***************************

• Initial Complaint

  Date:05/19/2025

  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 went there in Nov 2024 at 11am to claim our free cruise that we won, when we got there we were told that we have to attend a 60minutes presentation and we will get our free cruise and they forced us into buying a timeshare for $14000 and promised us a free trip to ****** that is valid for 3years along with airfare for two people, two nights stay at their resort, $1500 voucher for a cruise and 25 trade points every year to go anywhere in the world. After spending all day long being pressured that it is the best thing for the family and they assured us that all we have to pay is $14000 and we can use the resorts for the rest of our lives and we can even gift it to family members. We were told that they will do the financing at 0% and once the offer is expired we can refinance at 0% as well. We agreed to pull credit so we can go with the financing option. About an hour later came back and said that we were approved and we just have to sign all the paperwork. Notary told us refinancing at 0% is not an option( now 5pm,they literally held us there for an entire day) but we went with it.Three days later we were told that we won a trip to ***** and we have to pay $200 to reserve the dates. I found out that applied for two different credit cards without telling me.A week later, a *** called me to go over the paperwork and thats when were informed that the free vacation had to be used by dec 2025 when we specifically told them we cant travel for the next couple years. We found out the membership is not free, its through *** and we have to pay a fee. So disputed the disc***ancies, and every time since then l reached out about the disc***ancies no one wants to talk to me, my ***resentative is not returning my emails or calls. Anytime l try to use *** *** told l have to call my *** and l cant get anyone to help me, I am so disappointed with experience and was scammed and l want to cancel my membership and get my money back, l was scammed of $14000 that l cant use.

  Business Response

  Date: 06/14/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the members complaint. We thank you for the opportunity to respond. We will reach out to the member to address her concerns.
  
  Best Regards,
  Member Services
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23352041
  
  I am rejecting this response because:

  I have been trying to get someone to resolve my disputes since December of 2024 and l have not received any response from anyone, therefore, l rather resolve the issue through BBB. 
  
  Sincerely,
  
  Dehbia ****

  Business Response

  Date: 06/25/2025

  Dear BBB,
  We reached out to Ms. **** by phone and email to address her concerns but have not received a response. We will follow up again this week to offer assistance.
  We remain available and willing to help.
  Best Regards,
  Member Services

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23352041
  
  I am rejecting this response because:

  I have not received an email, or a voicemail from the business to address my concerns. 

  
  Sincerely,
  
  Dehbia ****

  Business Response

  Date: 07/18/2025

  Dear BBB,
  Thank you for the opportunity to respond once again.
  We want to clarify that our *************** team has made multiple documented attempts to contact Ms. **** regarding her concerns. Specifically, we placed outbound calls on June 6, June 25, June 27, June 30, and July 5, 2025. Phone records are available to support these.
  That said, we are committed addressing this matter and will be reaching out again today to continue offering our assistance.
  Ms. **** is also welcome to contact us directly at her convenience for immediate support. We remain fully available and willing to address any outstanding questions or concerns she may have.
  Best *****************start="1056" data-end="1059">***************

  Customer Answer

  Date: 07/22/2025

   
  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.
  I have been in contact with ******* who has been a great help and working with me to resolve the issue.
  Sincerely,
  
  Dehbia ****

• Initial Complaint

  Date:05/18/2025

  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.

  My wife won a jackpot by company the representative gave me and my friends opportunity to time share and we get 2 prices and 40$ back for attending the tour and they said we will have to come in pair of 3 on different dates so first date was may 10 when my friends came and got gifts but when i came on may 18 we were only given 1 gift and 40$ instead of 2 and when asked they said its their representative mistake and he will get fire bt nothing they will do we drive all the way to orlando just to be rejected

  Business Response

  Date: 06/27/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the customers complaint. We thank you for the opportunity to respond. We will reach out to the customer to address his concerns.
  
  Best Regards,
  Member Services

• Initial Complaint

  Date:05/15/2025

  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.

  Amount Paid: $14,950 Primary Issue: Withholding of paid RCI points, harassment via phone contact and repeated payment solicitations after written request to cease May 16, 2023: Ascendant Holidays confirmed in writing that renewal fees are optional and stated they would cease all renewal-related phone contact.-April 1, 2025: Received 1 phone call from Ascendant Holidays.- April 11, 2025: Received 3 phone calls.- April 30, 2025: Sent formal written request to Ascendant Holidays requesting: 1. Immediate cessation of all phone, text, and email solicitations regarding optional membership renewal. 2. Release or deposit of three (3) 25-point RCI Trade-In Value activations, without additional fees. Received 3 more phone calls. Received the first of multiple emails requesting payment via DocuSign.May 3, 2025: Received a vague email stating someone would contact me, and another phone call violating my written instructions.April 30 May 6, 2025: Received a total of six (6) emails from Ascendant Holidays requesting completion of a Credit Card Payment Authorization Form via DocuSign, despite my written objection to any further solicitation or charge requests.Request for Relief I am requesting that Ascendant Holidays be instructed to:- Immediately cease all non-consensual contact by phone, text, or email regarding payment or renewal.- Fulfill their obligation by releasing or depositing the full 75 RCI Trade-In Value points included in my original purchase of $14,950.I understand the contract references a $799 fee associated with making an RCI reservation. However:I request a written explanation of why this fee is necessary given the significant amount I already paid, and why it was not clearly disclosed as a recurring cost at the time of purchase.I request a good-faith waiver or reduction of this fee given my lack of usage, ongoing *** membership, and persistent unwanted communication.

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the members complaint. We thank you for the opportunity to respond. We will reach out to the member to address her concerns.
  
  Best Regards,
  Member Services

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23332494
  
  I am rejecting this response because:it does not address or resolve the actual issues outlined in my complaint.

  
  

  Since April 30, 2025, I have submitted multiple written requests for Ascendant Holidays to:

  
  

  Cease all calls, texts, and emails regarding optional renewal payment.

  
  

  Release my fully paid RCI Trade-In Value points (75 points total from a $14,950 contract).

  
  

  Instead of resolving this, Ascendant has sent outrageous unauthorized payment solicitations via DocuSign, and has made no written commitment to stop these actions or honor my access to *** benefits.

  
  

  Unless I receive a specific written resolution including immediate release of my 75 RCI points and a full stop to all optional renewal-related communications .

  
  

  Sincerely,

  Sparkle Goodwin 

  Business Response

  Date: 06/05/2025

  Dear BBB,
  
  We will reach out to the member again to continue addressing her concerns. We also encourage her to contact our *************** team directly if she needs immediate assistance.
  
  Best *****************start="317" data-end="320">***************
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23332494
  
  I am rejecting this response because:  I spoke with Ascendant Holidays on May 28, 2025. The representative could not explain what I paid for. Their written offer on May 29, 2025, (a 4-day/3-night Vista Cay stay, 25 complimentary RCI points, and RCI reactivation) is acknowledged, but it fails to address the core issues:

  
  

  I paid a combined $26,950 (including $12,000 to Holidays Lounge and $14,950 to Ascendant) yet remain unable to access the 75 ***************** Points I purchased without nearly $3,000 in undisclosed fees.

  
  

  No refund, no accounting of funds, and no remedy for the privacy breach that exposed my spouses SSN and credit report have been offered.

  
  

  Despite my clear instructions, Ascendant and Holidays Lounge continue to send unsolicited renewal and payment emails.

  
  

  Because this offer does not resolve the misrepresentation, privacy violations, or harassment, I am now proceeding with formal complaints to the Florida Attorney General and the ************************. I request the BBB to continue holding both Holidays Lounge and Ascendant Holidays accountable for these practices.

  
  Sincerely,
  
  Sparkle *******

   

   

  Business Response

  Date: 06/27/2025

  Dear BBB,
  We appreciate the opportunity to respond regarding ******************** concerns.
  We want to confirm that our team has spoken with the member on multiple occasions and has made every effort to address her questions and requests. Nonetheless, we will reach out to her again directly to ensure that her concerns addressed.
  Customer satisfaction remains our top priority, and we remain committed to finding a resolution in good faith.
  Sincerely,
  Member Services

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23332494
  
  I am rejecting this response because:Ascendant Holidays and Holidays Lounges latest statement claims theyve spoken with the member on multiple occasions and remain committed to finding a resolution in good faith, yet no written resolution has been provided. Their repeated promises to reach out again do not:

  
  

  Release the full 75 ***************** Points I purchased without additional undisclosed fees.

  
  

  Provide any refund or accounting for the $26,950 I paid across both entities.

  
  

  Remedy the privacy breach that exposed my spouses SSN and credit history.

  
  

  Stop the ongoing unsolicited renewal and payment emails from both Holidays Lounge and Ascendant Holidays.

  
  

  Because no concrete written offer has been made, I request the BBB continue to hold both Holidays Lounge and Ascendant Holidays accountable for deceptive practices, privacy violations, and harassment.

  
  Sincerely,
  
  Sparkle *******

  Business Response

  Date: 07/11/2025

  Dear BBB,
  We confirm that our team has spoken with Ms. ******* on multiple occasions to address her concerns.
  We are willing to reach out once more to go over her concerns again, or she is welcome to contact our *************** team directly should she need immediate assistance.
  Best Regards,
  ***************

• Initial Complaint

  Date:05/06/2025

  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.

  We spent 5-6 hours listening to them explain the benefits of timeshare ownership, how to use it, and how theyd always be available to help. Despite repeatedly saying we werent interested, they kept pushing, bringing different numbers, and even getting mad at one point because we kept saying no. They even held our IDs so we couldnt leave. They rushed us through the paperwork and sent us on our way. They even told us they were trying to hurry because of how long we were there. The confusion began after the cancellation period ended, when we tried to use the timeshare and realized it was nothing like what they had described.The orientation was incentivized with a free excursion after 60 minutes, and we were told we could leave after. When the 60 minutes were up, they didnt give us the info for the excursion, they didnt give our IDs back, nor did they let us leave. They kept us waiting and repeatedly came back with new offers, which we declined. Not once did they explain the cancellation period, nor did we know we only a limited time to cancel. After hours of pressure, we decided to give it a try. When we did, it didnt align with what they had promised. When we contacted the company to raise our concerns, they claimed it was too ******** could it be too late when we just discovered their claims didnt match reality? The company should investigate its sales agents and audit the sales process to uncover similar issues. Agents won't admit to lying, but how were we to know we needed evidence? It was their responsibility to ensure the contract matched their promises, not ours. We used the timeshare twice. It didnt deliver the value we were promised, so we stopped paying. The company lied to us, the fees kept increasing, and we werent going to use it anymore. Cancel this and give us our money back.

  Business Response

  Date: 05/07/2025

  Dear BBB,
  
  We are in receipt of your correspondence regarding the members complaint. We thank you for the opportunity to respond. We will reach out to the member to address her concerns.
  
  Best Regards,
  Member Services