Complaints

This profile includes complaints for Holiday Inn Club Vacations Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Holiday Inn Club Vacations Incorporated

  9271 S John Young Pkwy Orlando, FL 32819-8607

  
• 

  Sunset Cove Condominium Association of Marco Island, Inc.

  571 W Elkcam Cir Marco Island, FL 34145-2787

  
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  Holiday Inn Club Vacations Incorporated

  121 Emerald Loop Davenport, FL 33897-7752

  
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  Holiday Inn Club Vacations at Orange Lake Resort

  8505 W Irlo Bronson Memorial Hwy Kissimmee, FL 34747-8217

  
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  Holiday Hills Resort

  840 Fairview St Branson, MO 65616

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:02/24/2024

  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.

  Purchased on 11/1/2023 a vacation club from Holiday ****************** We paid ******** and closing cost of ******* cents. We were to go to a 90 min presentation and it lasted hour of High pressure sales and them telling us how this was an asset and investment that we can pass down to our kids. we were told "this is NOT a timeshare we dont sell those old timeshare that everyone hates this is a vacation club that you can cancel any time". We were told the maintenance fees are a couple hundred dollars a year. They told us how easy it is to book and there is always availability where ever we want to go. After frustration of being there for hour and hours we kind of agreed to it because we wanted out. I then could not wait and had an important business call. so I left. My wife was still there. She contact me and I told her forget it we are not going to do it and we had not signed any closing documents etc. She contact me back saying they are refusing to return our drivers license and documents. She left and came back to tell me we had to return the next day and sign the deal to get our documents back. This was very high pressure when we returned and were promised we can cancel at any time all we had to do is call them. We were forced to write we were happy about buying and 3 reasons why and say we were happy to do it. we signed and got our Ids and left. We tried calling using our points but it is not like they explained you cant find availability its more the the points you have and we find out you cant cancel. you pay 1200 to the company to resell and it never happens. We also found out that the maintenance fees are way higher and they get passed down to our kids and they have to pay them forever!! we were never told that. We also found out you cannot resell them there is no market and its a liability not an asset or investment. I

  Business Response

  Date: 03/21/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. and *************** (Owners). We appreciate the opportunity to respond to the concerns set forth therein.

  Our records show that Owners attended the Companys timeshare sales presentation on October 31, 2023, and we can confirm that Owners left the sales center without entering into a purchase. However, Owners later elected to return to the sales center on November 1, 2023, at which time they entered into their transaction with the Company, which purchase was for an annual Standard beneficial timeshare interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (Club).

  Timeshare Presentation. Owners claim that they were pressuredto purchase the Ownership and that the presentation lasted hours. We dispute Owners characterization of the Companys sales process. Firstly, please be advised that the Companys sales presentations are approximately two (2) hours in duration for new prospective purchasers. The actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. Once Owners agreed to purchase, inventory was selected, and contract documents were prepared, reviewed, and executed, which accounts for any additional time that Owners may have spent at the sales center. Secondly,the Companys sales consultants do not force prospective purchasers to purchase timeshare interests, nor do they prevent anyone from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases.

  Owners,however, claim that the Companys agents withheld their drivers licenses and other documentation, refusing to return them until they returned to the sales center to consummate a purchase. Again, we dispute this claim. Upon Owners arrival at the sales center on October 31, 2023, Owners identification was requested so that our agents could verify their identity and upon doing so, the identification was promptly returned to them. Thereafter, our sales agents proceed with the timeshare sales presentation. At the conclusion of the same,Owners advised our sales agents that they wished to purchase, selected inventory, and began the contract documentation process. However, during the middle of the contract execution process, ************** stepped away to take a phone call and left the sales center. *************** attempted to call ************** multiple times to determine when he would return; however, when *************** was able to reach her husband, ************** advised that he refused to return and told *************** to sign the contract documentation without him because he was not going to return. Our sales agents advised *************** that the sales process could not proceed unless ************** returned to finish signing his portion of the contract documents. *************** then asked if they could return the following day so that ************** could finish executing the contract documentation. Our sales agents scheduled a return time for the following day and promptly returned Owners identification and credit card before *************** left the sales center. The following day when Owners elected to return (i.e.,November 1, 2023), Owners were advised that there was a pricing change and as such, new purchase documentation was required to consummate the purchase of the Ownership. When Owners elected to proceed with the purchase of the Ownership,Owners identification and credit card were requested in order to (i) allow our agents to prepare the contract documents, (ii) enable the Notary Public to acknowledge their execution of the documents, and (iii) secure the down payment. Owners identification and credit card were returned to them once the execution of the contract documents was notarized and the down payment collected. Had Owners advised the ***************** Officer or Notary Public assisting them with the execution of the contract documents that they had reconsidered their purchase and no longer desired to enter into the same,Owners identification and credit card would have been returned to them without delay. Ultimately, if Owners did not believe that the purchase of the Ownership constituted a good purchase at the right price, they were under no obligation to return to the sales center to purchase the same. Owners were also afforded the rescission period in which to further consider their purchase and to exercise their cancelation rights if they so desired.

  Reasons for Purchase. The Sales Pre-Confirmation Checklist Owners executed on the date of purchase identifies some of their reasons for entering into their purchase as, best family times, fabulous relaxation times, and wonderful destinations. During our sales presentation, our sales consultants explain a multitude of benefits attendant to our program to prospective purchasers suggesting why they might like to purchase our product and/or expand their ownership portfolio (for existing owners). To the extent that our sales consultants suggested reasons why Owners might want to purchase a timeshare interest, Owners were under no obligation to agree that the suggestions constituted their reasons for purchase and/or to execute legal paperwork confirming the same. If Owners disagreed with what the sales consultant suggested that they identify on the Sales Pre-confirmation Checklist, they were welcome to provide alternate information and/or decline to execute the document.

  Timeshare / Investment. Owners allege that the sales consultant advised them that the Ownership was not a timeshare and presented the product as an investment.  We dispute these claims.  Firstly, our product is timeshare and is presented as such. The first sentence of the Purchase Agreement Owners executed clearly discloses that they were purchasing a beneficial interest in the Trust which interest constitutes a timeshare estate in the timeshare plan known as Orange Lake Land Trust Plan.  Owners also executed the Receipt for Timeshare Documents in connection with the purchase. Additionally, the Owner Clarification Form executed by Owners uses the terms Timeshare Plan and Timeshare Interest throughout. As such, we dispute the allegation that that the Ownership was presented as something other than a timeshare interest. Secondly,timeshare interests are use-based products and the value associated with a timeshare purchase is derived from the use of the timeshare itself, and they are sold as such. Owners acknowledged this when they executed the Purchase Agreement and Owner Clarification Form, each which state that Owners were purchasing the Ownership for personal use. Upon purchase the Ownership, Owners initialed each term in the Owner Clarification Form including the clear disclosure that (i) This Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale or rental of timeshare interests is poorly established.

  Inheritance.Owners allege that they were not advised at the time of purchase that their Ownership would be passed to their children and that they would become liable for any debt associated therewith. Please note that the Ownership constitutes a real property interest that can be transferred to Owners heirs in the same manner that other real property can be transferred. If the underlying mortgage obligations have been satisfied, whomever inherits the Ownership will take title free and clear of any mortgage obligations; however, he or she will remain liable for the assessments, which assessments constitute on-going obligations that run with the land and are subject to increase. To the extent Owners heirs do not wish to take ownership of the Ownership, they should be able to disclaim the same through applicable inheritance laws.

  Maintenance Assessments. Owners express dissatisfaction with their maintenance assessments. Please be advised that Owners were provided clear disclosure of the financial obligations attendant to their Ownership at the time of sale, including their maintenance assessments. The governing documents provided to Owners at the time of closing clearly discloses the maintenance assessment obligation, as well as the fact that it is on-going and subject to increase. The maintenance assessments are based on the annual budget adopted by the Association, who tries to keep these costs as low as possible;however, there are a number of factors that impact the maintenance of the resorts that are outside of the Associations control such as increases in the cost of labor, materials, insurance rates, etc. We will continue to work with the Association to keep maintenance assessments as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation. Notwithstanding the foregoing, if Owners determined that the financial obligations or any of the terms associated with the Ownership were not acceptable to them, or otherwise not affordable, they were welcome to decline to execute the contract documents and/or to rescind their purchase within the statutory rescission period.

  Availability.Owners also allege that they have experienced a lack of availability despite the Company promising that they could vacation anytime. Please note that Owners may utilize Club points to secure reservations at any of the Companys thirty-one (31) resort locations. In addition, Owners may utilize Club points to secure (i) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (ii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iii) discounts on airfare, car rentals,cruises, and more, through the ********************** program. In connection with the Companys resorts, Owners may secure reservations in any available unit, at any resort, during any time of year, provided their financial obligations are current, and further provided that they have the requisite number of Club points in their account for the desired reservation. Please be advised that it was fully disclosed to Owners at the time of purchase that all reservations, including accommodations made available through *** and RCI, are subject to availability on a first-come, first-served basis and if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation. It was also fully disclosed to Owners that it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially peak **************.

  Upon review of Owners use history, we find that Owners have only transferred Club points into the *** One Rewards Program, where points-so deposited never expire. Notwithstanding the same, to the extent Owners require assistance with utilizing their Club points and/or searching for availability, we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard.

  Rescission / Horizons. Owners claim that they were advised that they could cancel their Ownership at any time by calling the Company. However, Owners state that when they contacted the Company, they were advised that they could not cancel and that they would have to pay the Company $1,200 in order to resellthe same. We dispute that Owners were advised that they could cancel the Ownership at any time. Instead, we find that Owners were provided the contract documents in writing at the time of sale. Both the Purchase Agreement and the *************** Disclosure Statement executed by Owners disclosed the ten (10)day rescission period. Furthermore, Owners received full disclosure that the Ownership may be cancelled via (i) hand-delivered notice, (ii) mailed notice,or (iii) sending notice of cancelation via electronic mail, time stamped,within the designated rescission period. The Company abides by the rescission period established by applicable laws and Owners were afforded the opportunity to review and rescind their purchase within the statutory rescission period,which they did not do. Had Owners requested contract cancelation in writing within the rescission period, the Company would have immediately canceled their purchase.

  Furthermore,our records reflect that Owners contacted the Company in February 2024, via the Horizons Program online web inquiry form. In connection therewith, an agent from the **************************** called Owners on February 22, 2024, over three (3) months after their purchase, and the agent spoke with **************. At that time, ************** was advised that the Company does not have a resale or buyback program, nor has it ever. Instead, the Company has a Horizons Program which allows owners who no longer wish to retain their timeshare interests the opportunity to relinquish their ownerships by deeding the same back to the Company. However, in order to participate, Owners would be required to meet the Horizons Program eligibility requirements, which includes but are not limited to, (i) satisfaction of their mortgage obligations, (ii) remitting payment in full of all invoiced maintenance assessments and Club dues, and (iii) remitting payment of the Horizons Program processing fee, which currently is $1,200.Because Owners have outstanding mortgage obligations owed to the Company, ************** was advised that they do not qualify surrender the Ownership via the Horizons Program. However, ************** was advised that he could sell his Ownership independently to a bona fide third party, subject to the Companys transfer requirements. ************** remained dissatisfied with the information provided and instead, advised the agent that he would seek out an attorney. Please be advised that the Company has yet to receive a formal letter of representation from any legal entity representing Owners.

  Cancelation / Refund. Owners request cancelation of the Ownership and a refund of monies paid. Please be advised that Owners request is untimely as the rescission period has expired. Our records reflect that the documentation executed by, and provided to, Owners at the time of purchase is in order and that they received full and accurate disclosure of the terms and conditions of their purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owners have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation of the Ownership and we find no basis to warrant a refund of monies paid. We therefore respectfully decline Owners request for the same.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21342812
  
  I am rejecting this response because: They response is complete lies,  they did force us to come back and would not give us out id's until we singed paperwork with the threat of reporting to credit bureau alleging we had already entered a contract because we singed some papers the prior day and they had charged the accounts.  We were also told the first 10 mins of our presentation that this was not a time share, We were not looking an old fashioned time share you hear all the negative things about this was a vacation club not a time share.  they just deny everything and are get a way with fraud and deceptive practices.  We are still requesting to have this contract cancelled and release us from any further payments, maintenance fees, and assessments. We are willing to accept walking away with them keeping the monies paid to this date in return being released from this contract completely. If the company is not willing to accept that we will be forced to look at other avenues to resolve this. 
  
  Sincerely,
  
  Tad & *********************

  Business Response

  Date: 03/29/2024

  We have received the rebuttal complaint filed with your office by Mr. and ************** (Owners). We have reviewed each of the allegations and previously responded with specificity addressing each of the issues raised in Owners initial complaint.

  Owners insist that sales consultant held their identification on October 31, 2023,until they returned to the sales center on November 1, 2023, to complete their purchase. Owners also claim that the sales consultant threatened that they would be charged for the purchase transaction that began on October 31, 2023,because they already started the contract documentation, and that the same would impact their credit. Please note that we previously reviewed these claims with the sales team who assisted Owners and we again dispute Owners account of the events that transpired in connection therewith.  We maintain that after ************** elected not to return to the sales center on October 31st, Owners identification was promptly returned, and the purchase transaction Owners began on said date was subsequently canceled. Therefore, because the October 31st transaction was canceled, no charges would have been incurred, nor was there any impact to Owners credit related to this transaction; therefore, they would not have been advised to the contrary. Instead, when Owners returned to the sales center on November 1st (at Mrs. ****** request, not the Companys), they had to begin a new purchase transaction as the pricing for their desired inventory had changed. Owners were then advised that when purchasers acquire financing through the Company, the Company does not conduct a credit check to determine creditworthiness; however,the Company does report account status and any delinquencies thereunder to Experian when a purchase is made.  

  We further maintain that Owners were provided clear disclosure that the Ownership was timeshare, and we deny that they were advised otherwise. Additionally, please note that Owners were invited to attend the Companys timeshare sales presentation through a marketing promotion offered by our ********************* It is important to the Company that all of our guests are well-informed prior to their participation of our marketing promotions. To that end, in September 2023, ************** was presented with a promotional offer to purchase a mini-vacation for $279. The terms of the promotion provided that ************** would receive a full refund of the purchase price if he scheduled and attended a Company-sponsored timeshare sales presentation with his spouse during the course of his mini-vacation. ************** accepted the terms of the marketing promotion, and he was provided with an email confirmation which memorialized the terms of the promotion, including without limitation, that the purpose of the presentation was for the PURPOSE OF SOLICITING THE **** OF TIMESHARE INTERESTS. Therefore, we find that Owners were provided clear disclosure, before and during the presentation, that the product being offered was in fact a timeshare interest.

  Owners restate their request for cancelation of the Ownership. Upon receipt of Ownersrebuttal, we again conducted a thorough investigation of Owners account and re-verified that Owners received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period.As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.

  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21342812
  
  I am rejecting this response because:

  I dont care what Holiday inn vacation club says. So because they are big and have fancy attorneys they can just say they didn't do it!! Well they did the first half hour sitting there the man went over how this is not a time share!!  So call me a lier just like everything else that happened.  I was forced to buy something that they says is an asset and an investment. If it was investment and asset it would have value which they say is ****** dollars yet my deed is only $10.00 because is has to be a 4 digit number and that is lowest it can be to record on a deed! Well why isn't it the $12500? because its not worth the paper its written on. That is why you can find them all over the internet for sale for a $1.00 or people are trying to give them away because it's not an assets like they claim. Also They never tell you the fees get pass onto your kids when you die! We are sticking to our story and we have no reason to lie. They kept our stuff and forced us to by or they said they were reporting it negative to credit bureau. We were lied to many times, were were told it was not a time share, that was a lie,  we were told it could be canceled any time for $1200 and it cannot that was a lie! We were told it was an asset/investment that was a lie! Its a shame these companies can get away with doing this to honest hard working people!!
  
  Sincerely,
  
  Tad & *********************

  Customer Answer

  Date: 04/03/2024

  I would like to fully remove this complaint and not have it posted. 

• Initial Complaint

  Date:02/24/2024

  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.

  On 11/20/23, the Holiday ******** Vacation (****) confirmed my Agreement (dated 11/7/23) with them to place my *********** two bedroom, two bath, kitchen, Living Room, with a Valley View (#******) in the rental market with the or the dates 12/15/2023 through 12/22/2023. The unit is one that could be used as a full two-bedroom unit sleeping six persons or as two separate units-- a one-bedroom lock-off sleeping two persons and a one bedroom with Kitchen, dining room, living room and one bath sleeping 4 persons. I checked on the status of the rental of the unit(s) on multiple occasions, sometimes waiting on- line for more than an hour. On the 12/15/23 a staff member told me that that there was activity on the unit(s) for sure but could not state exactly what activity occurred and for how many nights. The week before Christmas was the time of the unit availability and ********** had received plenty of snow for skiing. On 1/25/24, I received a check from HICV in the amount of $139.43 (Check #******) for rental of three nights. The Rental Activity Statement did not indicate if it was the one-bedroom lock off unit or for full two bedroom with kitchen unit or the one bedroom with kitchen unit had been rented. The rate charged by **** was indicated as Rental nights at average of $75.67 per night. Calls to them always ended with them referencing the Rental Agreement and no guarantee! They provide no specifics on which night(s) were rented, the number of guests, nor on the actual unit rented. How does a net rental payment of $139.43 equate with cost to me of $1,680?

  Customer Answer

  Date: 03/21/2024

  The only comment to be made at this point is: Where is the statement from the **** or *********************** justifying the doubling of the homeowner's dues.  Calls to **** result in waiting on-line for hours. I am in the process of reaching out to the Ridge ************************* to obtain some statement as to WHY maintenance dues have a 100% INCREASE!  

  Business Response

  Date: 05/31/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ************ (Owner). We appreciate the opportunity to respond to the concerns set forth therein. Our records show that Owner currently owns one (1) annual float-week timeshare interest at ********************************* located in *********, ****** (the Ownership). The underlying unit associated with Owners Ownership is a two-bedroom lock-off unit. 
  Owner presents grievances in connection with the rental of her Ownership by the Company. Please be advised that the Company has a rental program for owners who own inventory at the Ridge Resorts. It should be noted, however, that owners are not guaranteed that attempts to rent their timeshares through said rental program will be successful and/or will result in profit. Furthermore, any such rental is subject to the terms of a separate rental agreement to be entered into by the owner upon the owners determination that they would like to submit his or her ownership for Company rental. Our records show that in November 2023, Owner executed a Rental Agreement in order to submit the week associated with her Ownership (i.e., December 15, 2023, through December 22, 2023 herein after the Rental Block) for rental by the Company. It is important to note that when two-bedroom units are split for rental, the two-bedroom units are split into a studio unit and a one-bedroom unit, not two (2) one-bedroom units as Owner describes.
  We can confirm that Owner contacted the Company to inquire about whether or not her unit(s) had been rented. On December 13, 2023, Owner contacted the Company and was advised that there was some rental activity, but that there was no guarantee that the full Rental Block would be rented. Owner also called the following day for an update, at which time an agent mistakenly advised Owner that there was no rental activity on her unit(s). We sincerely apologize to Owner for the confusion and any frustrations that Owner may have experienced in this regard. On the same date,Owner also requested to remove her unit(s) from rental. However, please note that because Owners Rental Block began the following day, December 15, 2023,she would not have been able to remove her Ownership from rental. Owner would have been required to contact the Company at least eight (8) days prior to the commencement of the Rental Block.
  Furthermore, please note that when Owner contacted the Company prior to the Rental Block period ending,our agents would not have been able to provide her with full rental activity details (number of nights, which unit(s) were rented, etc.) because the rental market is fluid and changes daily as renters may still elect to book or cancel reservation. The Companys agents can only acknowledge the number of nights that were rented once the full week has completed. Later, when Owner spoke with the Company on January 10, 2024, our agents advised her that she would receive a check and summary of the unit(s) and nights rented within six (6) to eight (8) weeks. By Owners admission, she received her Net Proceeds Check and Rental Activity Statement on January 25, 2024. Please note that the Rental Activity Statement provided Owner with a breakdown of how her Net Proceeds Check was calculated. The Rental Activity Statement disclosed that the studio portion of her unit was rented for three (3) nights (reflected as ST-PZ on the statement). However, upon further review of the Rental Activity Statement, we do find that there was a typographical error with the reservation dates listed.The rental dates on Owners Rental Activity Statement reflected 12/15/23 through 12/16/23 when the rental dates should have reflected 12/15/23 through 12/18/23. We sincerely apologize to Owner for this inadvertent error.
  Notwithstanding the same,after a credit card discount and the ******************* was deducted from the total room revenue, Owners Net Rental Payment came out to $139.43.  We understand that Owner is dissatisfied with her Net Rental Payment and the fact that it did not equate with the cost of the maintenance assessments she paid in connection with the Ownership (i.e., total of $1,689.00 for 2024 maintenance assessments). However, we maintain that Owner was provided with no guarantee that the rental of her unit(s) would be profitable.
  In closing, Owner requests a refund, however, she does not provide specifics as to what she would like refunded. Notwithstanding the foregoing, please note that Owner is liable to remit maintenance assessments each year under her Ownership for so long as she owns the same. The remittance of maintenance assessments is not contingent upon whether Owner elects to utilize her Ownership or rent the same through the Companys rental program. Furthermore, we find that Owner was already provided with her Net Rental Proceeds check for the Rental Block. We therefore find no basis to warrant a refund and respectfully decline Owners request for the same.
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:02/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the presentation, we were caught up in the moment, thinking of all the places we could go for vacations with this membership, and how much our children would benefit from it. This didn't work out that way, of course, as we later found out we had not purchased enough points to take the vacations we wanted, and just as importantly, our children would be burdened with paying for something they didn't want. The idea of a gift or inheritance for our children was stressed in the sales presentation, but the reality is the purchase won't likely be paid for before or after death, and our children will have to take on the debt of our estate. The children are also not particularly interested in the point system vacation, they should have been consulted before the purchase.At the beginning of, and several times during the presentation, we stated that we had no intention of purchasing any timeshare or vacation packages. Your salespersons kept saying they understood, and just needed a few more minutes to finish up, and kept telling us about the great benefits of vacations done through the Holiday Inn points program.The contract was explained to us rapidly, and we were given the explanation that it was mostly boiler plate language. Each portion was covered in a brief summary, and we were given a few minutes in private to read the contract. After signing, we were a bit anxious about making the commitment to buy.

  Business Response

  Date: 03/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *******************. We appreciate the opportunity to respond to the concerns set forth therein.

  Our records show that in July 2018, Mrs. ******** spouse, *************************, was transferred to the ***************************** by ***. At that time, ****************** was presented with a promotional offer to purchase a mini-vacation for $249.The terms of the promotion provided that ****************** would receive a full refund of the purchase price and an *** rebate certificate if he scheduled and attended a two (2) hour Company-sponsored timeshare sales presentation with his spouse during the course of his mini-vacation. ****************** agreed to the terms and purchased the mini-vacation. Later, ****************** scheduled his mini-vacation and attended the Companys sales presentation on September 12, 2018, with ******************* at the Companys Smoky Mountain Resort located in **********, *********. On that date, Mr. and ******************* (hereinafter, the Owners) elected to forego purchasing a timeshare interest from the Company. However, at the conclusion of the presentation, Owners met with a Latitudes consultant who presented them with an option to purchase a Latitudes pre-paid vacation package (the Latitudes Package) through the *****************************, which would enable them to experience timeshare ownership on a trial basis. The Latitudes Package would entitle Owners to one (1) eight-day, seven-night stay at any of the Companys resort locations set forth in the Latitudes Package Agreement executed by Owners at the time of purchase. In addition, the terms attendant to the Latitudes Package included the requirement that Owners attend a Company-sponsored timeshare sales presentation during the course of the reservation secured under the Latitudes Package. Owners elected to purchase the Latitudes Package and later redeemed the same for a February 2022 reservation at the Companys South Beach Resort located in ************, ************** and attended our timeshare sales presentation on February 28, 2022, as required. At the conclusion of the timeshare sales presentation, Owners elected to purchase an annual Standard beneficial interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles Owners to ******* points per year in the Companys points-based exchange program, the Holiday ******** (Club).

  Timeshare Presentation. ******************* claims that she had no intention of purchasing the Latitudes Package or the Ownership. Please be advised that Owners were under no obligation to purchase the Latitudes Package or the Ownership with Company. The Companys agents do not force prospective purchasers into purchasing timeshare interests or Latitudes Packages from the Company, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases, just as Owners themselves have done on three (3) occasions. If Owners do not wish to attend additional timeshare presentations in the future, they are welcome to decline any promotions, invitations, and/or incentives offered to them in exchange for their attendance. It should further be noted that at the February 2022 presentation,Owners executed a Sales Pre-Confirmation Checklist that asked them to provide reasons motivating their purchase of the Ownership. Owners listed more cost effective vacations in retirement, larger number of vacation ***************** space and amenities as their primary reasons for purchase thereon. So,while it may be the case that ******************* may have arrived at the sales presentation without the intent to enter into a purchase contract, by the conclusion of the presentation Owners jointly concluded that they wanted to enter into a purchase.

  ****************** further claims that the terms of the Ownership were explained rapidly. Please be advised that the Company is committed to ensuring that all of its owners are aware of the terms and conditions of their purchase at the time of sale. To that end, Owners were required to meet with a ***************** Officer (***) to confirm their understanding of their purchase,including without limitation, all financial obligations thereto. Owners were afforded the opportunity to review the contract documents in detail prior to the execution thereof and to ask for clarification regarding anything they did not fully understand in connection therewith. If Owners required additional time or additional explanation, the *** would have been happy to provide the same. Had Owners notified the *** that they did not understand the purchase documents and/or any aspect of the purchase, the *** would have halted the sale to address those concerns. Likewise, if Owners did not wish to continue with the purchase, they could have notified the *** or sales consultant of the same and refused to execute the contract documentation. To the contrary, Owners affirmatively advised the *** that the terms and conditions were acceptable to them,and they proceeded to execute the contract documentation. Furthermore, Owners received copies of all executed documentation before they left the sales center,which afforded them the opportunity to (i) review the contract, (ii) consult with their children, and/or (iii) rescind their purchase within the statutory rescission period, which Owners failed to exercise this right.

  Club Points. The complaint states that Owners found out that they had not purchased enough points. During the February 2022 presentation, Owners met with a sales consultant who explained our Club program to them. The sales consultant asked Owners about their vacation habits, needs and goals and described how timeshare ownership might be of interest to them. Based on Owners responses, the sales consultant presented Owners with various offers that could meet their goals.When Owners objected to the offers on the basis of price, the sales consultant proposed alternative inventory at lower price points, while disclosing that the reduction in price entailed a corresponding reduction in the number of Club points and benefits allocated thereto. Ultimately, Owners were shown a variety of offers and elected to purchase Ownership which entitles them to ******* Club points per annum. It should be noted that after the February 2022 presentation,Owners attended three (3) additional timeshare presentations and at the time of each presentation, they would have asked if their current Ownership was meeting their vacation needs. Had Owners expressed dissatisfaction with the number of Club points they are allocated, they would have been offered the opportunity at each presentation to augment their ownership portfolio to increase the Club points allotted to them. Ultimately, however, Owners elected to forego augmenting their ownership portfolio after each presentation.

  Notwithstanding the foregoing, Owners may utilize Club points to secure (i) reservations at any of the Companys thirty-one (31) resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv) discounts on airfare,car rentals, cruises, and more, through the ********************** program. In connection with the Companys resorts, Owners may secure reservations in any available unit, at any resort, during any time of year, provided their financial obligations are current, and further provided that they have the requisite number of Club points in their account for the desired reservation.

  Upon review of Owners use history, we find that they have completed one (1) Club reservation and transferred ******* Club points towards the *** One Rewards Program, wherein points-so deposited never expire. Notwithstanding the foregoing, if Owners require assistance with maximizing their Club points, we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that because Owners account is currently delinquent, their account is subject to use restriction and Owners will be unable to secure reservations until such time they bring their account current.

  Inheritance.Owners express concern with their children inheriting the Ownership and any debt associated therewith. Please note that the Ownership constitutes a real property interest that can be transferred to Owners heirs in the same manner that other real property can be transferred. If the underlying mortgage obligations have been satisfied, whomever inherits the Ownership will take title free and clear of any mortgage obligations, however, he or she will remain liable for the assessments, which assessments constitute on-going obligations that run with the land. To the extent Owners heirs do not wish to take ownership of the Ownership, they should be able to disclaim the same through applicable inheritance laws.

  Cancelation.******************* requests cancelation of the Ownership. Please be advised that Mrs.******** request is untimely as the rescission period has expired. Our records reflect that the documentation executed by, and provided to, Owners at the time of purchase is in order and that they received full and accurate disclosure of the terms and conditions of their purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owners have outstanding mortgage obligations owed to the Company, they are not ***********,or otherwise eligible for, cancelation of the Ownership. We therefore respectfully decline Mrs. ******** request for the same.

  Ownersaccount is currently delinquent. We encourage Owners to contact the ************************************** at ************** to speak with an agent who will be happy to assist them with bringing and maintaining their account current.Continued non-payment may ultimately lead to foreclosure.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21330481
  
  We are rejecting this response because: we are not satisfied with the solution, and we will continue with the cancellation process.
  
  Sincerely,
  ************** and
  **************************************

  Business Response

  Date: 04/12/2024

  We have received the rebuttal complaint filed by Mr. and ******************* (Owners).We have reviewed each of the allegations and previously responded with specificity addressing each of the issues raised in Mrs. ******** initial complaint.

  Upon receipt of the rebuttal, we again conducted a thorough investigation of Ownersaccount and re-verified that Owners received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of their contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21330481
  
  I am rejecting this response because: I want to terminate contract.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2024

  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.

  We purchased a Timeshare through ****** Resort/Holiday ******** in 2018. We were presented with a group of people an overview that took approximately 45 minutes then we were escorted to meet with a short, blonde, stocky lady one on one. She started in on us with oh can you afford ******* points at a large amount of money. We both told her no and that we were not comfortable. She preyed upon us as a ministry family by saying oh I know you cant get out anywhere on the weekends and it's less points and so much easier to book during the week. We wound up feeling very pressured to purchase ****** points in ******* as our home base. We were promised that we could roll over the points and that we could use them at local Holiday Inns. They did not explain that by doing this would essentially one night would cost us the entire ****** points plus additional 75.00-100.00 to simply roll them over each year. We also were promised that our maintenance fee would never increase and it has tripled over the last 5 years. We were told that we had to make a large down payment to get the good, low interest rate. We expressed no interest in doing this and tried to walk away multiple times. They forced us into opening an RCI account and putting the down payment on it. We have tried many times to use a resort and have never been able to get into any of the ones closest to our home. We have NEVER stayed at a resort using our points. Another employee stated that she NEVER would have sold us this property.We feel that we were completely misled and state all the time to each other that this was the worst mistake we have ever made. We make payments each month now to the tune of 199.00, a 450.00 maintenance fee, as well as the high interest payments to RCI. With all of this said and the fact that the sales people lied, preyed upon and misinformed us, we would like to be released from this contract and return the timeshare points in which we have never used to ****** Resort.

  Business Response

  Date: 03/15/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************** (Owner).We appreciate the opportunity to respond to the concerns set forth therein.

  Owner entered into her purchase transaction with the Company on August 9, 2018, at which time she purchased an annual Standard beneficial timeshare interest in the Orange Lake Land Trust (the Ownership). The Ownership entitles her to ****** points per annum in the Companys points-based exchange program, the Holiday ******** ******* Owner can utilize her Club points to secure reservations at any of the Companys thirty-one (31) resort locations. In addition, Owner may utilize Club points to secure (i) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (ii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iii)discounts on airfare, car rentals, cruises, and more, through the ********************** program.

  Timeshare Presentation. Owner claims that she was preyed uponand pressured to purchase the Ownership. Owner further claims that the sales consultant would not take no for an answer. We dispute Owners characterization of the Companys sales process. Firstly, please be advised that the Companys sales presentations are approximately two (2) hours in duration for new prospective purchasers. The actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. Secondly,the Companys sales consultants do not force prospective purchasers to purchase timeshare interests, nor do they prevent anyone from leaving the sales center without making a purchase. It should be noted that the sales consultant initially presented Owner with a recommendation to purchase an ownership that would entitle her to ******* Club points per annum. However, when Owner objected to that purchase based on price, the sales consultant presented her with alternative purchase options with lower purchase prices, while explaining that the reduction in price entailed a corresponding reduction in the number of Club points allotted thereto. At the conclusion of the sales presentation,Owner was asked if she was interested in any of the alternative purchase options she was provided and she responded in the affirmative. Therefore,inventory was selected, and contract documents were prepared, reviewed, and executed, which accounts for any additional time that Owner may have spent at the sales center. Owner ultimately elected to move forward with the purchase of the Ownership entitling her ****** Club points. If Owner did not believe that the purchase of the Ownership constituted a good purchase at the right price she was under no obligation to consummate the purchase and was welcome to leave the sales center without making a purchase. Additionally, at the time of purchase, Owner was asked to execute a Sales Pre-Confirmation Checklist and to identify her primary reasons for deciding to purchase the Ownership. Owner identified cheaper way to vacation, pass to our children, and have more leisure as her reasons for purchase. As such, we reject Owners assertions that she was pressured to purchase a timeshare interest that she did not want.

  Terms.The complaint further states that the Ownership is other than what was presented to Owner at the time of purchase. We dispute Owners claims that the sales personnel misrepresented the terms and conditions of the Ownership. Please note that the Company is committed to ensuring that all of our owners are aware of the terms and conditions of their purchase at the time of sale.  To that end, the Companys sales consultants are trained individuals who exercise care in clearly describing in detail the benefits, rights, and obligations attendant to each purchase.  Furthermore, as part of the sales process,Owner was required to meet with a ***************** Officer to review the contract documentation and the details of her purchase to ensure that she had a full understanding of the terms and conditions associated with the Ownership. Owner was handed each document and was provided the opportunity to review each in detail prior to signing, as well as the opportunity to ask for clarification regarding anything she did not fully understand in connection therewith. If Owner had communicated to the ***************** Officer that she did not understand the purchase documents and/or any aspect of the purchase, the ***************** Officer would have halted the sale to address those concerns.Likewise, if Owner required additional explanation or more time to review the documents the ***************** Officer would have been happy to provide her with the same. Before leaving the sales center, Owner affirmatively advised the ***************** Officer that she understood the terms of her respective purchase and proceeded to execute the contract documentation applicable to her purchase.

  Resort Access. Owner claims that her Ownership provides her points in ******* as her home base. This is inaccurate. Please be advised that owners who purchase Orange Lake Land Trust timeshare interests are assigned a resort for inventory management purposes. When Owner purchased the Ownership, she was assigned a Resort Access at the *********************************** located in ***********,********. At the time of sale, Owner executed a Holiday ******** Exchange Program Membership Agreement, which provided clear disclosure that she was assigned a Resort Access at ************************************ 

  Club Points. Owner claims that she was advised that she could roll-over points and use Club points for Holiday Inn brand hotels. However,Owner also claims that there is a fee associated with rolling over Club points.Please note that Owner inaccurately comingles multiple Club benefits and the fees associated therewith. Therefore, please note the following:

  Firstly,Owner can utilize Club points to book a stay at Holiday Inn branded hotels through the *** One Rewards Program. The ************* points can be transferred to the *** One Rewards Program, where points so deposited never expire. However, please be advised that only current use year Club points may be transferred to the *** One Rewards Program, and all owners must contact the Company to initiate such transfer. The Company will not automatically transfer Club points on behalf of owners. Furthermore, these deposits must be made by October 1st of each year and require payment of additional fees, all of which is disclosed in the Sales Pre-Confirmation Checklist executed by Owner at the time of sale.

  Secondly,the Sales Pre-Confirmation Checklist also discloses that Club points allotted on January 1st of each usage year will expire on December 31st of the following year. If Owner does not use her Club points by the end of the calendar year in which they are deposited into her account, she can save them to use the following year.  For example, on January 1, 2024,Owner was allocated ****** Club points and if she does not utilize some or all of the Club points by December 31, 2024, then her unused Club points will automatically, and without cost, roll over to 2025 for use by December 31,2025, at which time they will expire. If Owner elects to roll over her 2024 Club points and combine them with her 2025 Club points, this will afford Owner with more vacation options, in the same way that someone with more vacation dollars will have more vacation options than a person with less vacation dollars.

  Thirdly, as stated above, Club points are allotted on January 1st of each usage year and will expire on December 31st of the following year. However, to the extent Owner wishes to retain her expiring Club points, she has the option to extend her expiring Club points for an additional six (6) months; however, extension requests only apply to regular use Club points in the year in which said points expire and such extension requests must be made between October 1st through December 31st.

  Upon review of Owners use history, we can confirm that Owner has not utilized her Club points for Club reservations,RCI, or ************** However, Owner has previously deposited ****** Club points towards the *** One Rewards program where points-so deposited never expire. Despite Owners assertions that she attempted to utilize her Club points to book reservations within the Companys resort network, our records show that Owner has yet to (i) login to her member portal to search for availability, and/or (ii) contact the Company requesting assistance with booking a Club reservation. Notwithstanding the foregoing, if Owner requires assistance on how to utilize her Club points to its fullest potential, we recommend that she contact a Vacation Counselor at *************, who will be happy to assist in that regard. It should be noted, however, that because Owner has not remitted any payments under her account since May 2023, her account is subject to use restriction and therefore she will not be able to secure any reservations under the Ownership until her account is brought current.

  Financial Obligations. Owner expresses dissatisfaction with her interest rate and financial obligations attendant to the Ownership. Owner further claims that she had to make a large down payment to obtain a low interest rate. Please be advised that all financial obligations attendant to the Ownership, including the interest rate, were fully disclosed to Owner at the time of sale. Prior to contract documents being generated, Owner was presented with a one-page Purchase Proposal setting forth the main financial terms of the purchase (i.e., purchase price, loan term, amount financed, down payment, mortgage payment, maintenance assessments, interest rate, etc.). It was only after Owner signed the Purchase Proposal confirming her agreement to these terms that the contract documents were prepared for her execution. The Promissory Note and Closing Disclosures executed by Owner at the time of purchase also clearly disclose the interest rate attendant to Owners purchase.It should also be noted that when Owner purchased the Ownership, she agreed to remit (i) a monthly mortgage obligation of $199.47 for a 120 month term, (ii)maintenance assessments on an annual basis, which Owner was billed $528 for 2024 maintenance assessments, and (iii) Club membership dues on an annual basis, which Owner was last billed on October 10, 2023, for $174.

  All payment obligations attendant to Owners purchase were fully disclosed to Owner in writing at the time of sale. In addition, the governing documents applicable to Owners purchase clearly disclose that the maintenance fee obligation is on-going and the fact that it is subject to increase. The Association strives to keep maintenance fees as low as possible, however, there are factors that are outside of our control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these fees. We will continue to work with the Association to keep maintenance fees as low as possible while maintaining and improving the facilities for the benefit of all of our owners. Ultimately, if Owner determined that the financial obligations were not acceptable to her, she was welcome to decline to execute the contract documents and/or to rescind her purchase within the statutory rescission period if she so desired.

  Credit Card. Owner also states that the Company required her to apply for an RCI ******* credit at the time of purchase. This is untrue. Purchasers are not required to apply for a credit card as a condition to purchase, nor do the Companys agents apply for credit on the behalf of purchasers.  Our agent advised Owner that she could apply for the Barclays credit card and that, if approved, she could utilize the same to remit the down payment for the Ownership. The Company does not require prospective purchasers to apply for credit through a third party (affiliate exchange company RCI, or otherwise) and whether a prospective purchaser elects to do so is entirely within his or her discretion.If applying for credit, the applicant would be subject to the terms and conditions of the financial institution issuing the credit.

  Cancelation.Owner requests cancelation of the Ownership. Please be advised that Owners request is untimely as the rescission period has expired. Our records reflect that the documentation executed by, and provided to, Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of her purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owner has outstanding mortgage obligations owed to the Company, she is not entitled to,or otherwise eligible for, cancelation of the Ownership and we find no basis to warrant a refund of monies paid. We therefore respectfully decline Owners request for the same.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21326221
  
  I am rejecting this response because:
  The company refuses to cancel the ownership and continues to lie about our experience. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/27/2024

  We have received the rebuttal complaint filed by ****************** (Owner). We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her complaint.

  Upon receipt of Owners rebuttal, we again conducted a thorough investigation of her account and re-verified that Owner received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of her contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 04/07/2024

  1. The Holiday ******** claims that I have never logged into the portal to book a vacation. This is a blatant lie, as I have attempted to login multiple times and was never able to book a location. I also tried to call multiple times to no avail. We were promised middle of the week availability which was also a lie.

  2. We were told we could indeed use our points to roll over and use at a regular IHG hotel. They lead you to believe that you can you ****** for more than one nights stay. You also have to pay ***** to even transfer or book a vacation which is half a nights stay and the ****** is worth about *****, which I am paying much more for NOTHING. 
  

  They fail to address the fact that one of their employees expressed that she never would have sold us the property and felt terrible for us. 
  

  They also fail to address that these people take your drivers license and you cant leave with out it.

   

  Customer Answer

  Date: 04/08/2024

  1. The Holiday ******** claims that I have never logged into the portal to book a vacation. This is a blatant lie, as I have attempted to login multiple times and was never able to book a location. I also tried to call multiple times to no avail. We were promised middle of the week availability which was also a lie.
  
  2. We were told we could indeed use our points to roll over and use at a regular IHG hotel. They lead you to believe that you can you ****** for more than one nights stay. You also have to pay ***** to even transfer or book a vacation which is half a nights stay and the ****** is worth about *****, which I am paying much more for NOTHING. 
  
  They fail to address the fact that one of their employees expressed that she never would have sold us the property and felt terrible for us. 
  
  They also fail to address that these people take your drivers license and you cant leave with out it.
  
   

  Business Response

  Date: 04/25/2024

  We have received the second rebuttal complaint filed by ******************* (Owner).

  Owner claims that she has previously logged into the Companys portal to book a reservation. We would like to clarify that upon initial review of our records,we found that Owner has not utilized her own credentials to login to the Companys owner portal. Instead, we find that only co-owners (*******************************) account has been logged into. Additionally, we would like to clarify that while Owner has previously contacted the ************************* our records reflect that those telephone calls were related to assistance with depositing Club points into the *** One Rewards Program, not for assistance with booking reservations at the Companys resorts with her Club points (i.e.,Club reservations). Notwithstanding the foregoing, we maintain that Owner received clear disclosure at the time of sale that all reservations are subject to availability.

  Owner restates that she was advised that she could roll over her Club points and still utilize the same for *** accommodations. We maintain that at the time of sale, Owner received clear disclosure that only current use year Club points may be deposited into the *** One Rewards Program, and that such deposits must be made by October 1st of each year and require payment of additional fees. Furthermore, please note that the Company does not control and/or operate ***. Therefore, once Club points are deposited into the *** One Rewards Program, the number of points required to book *** accommodations is determined by *** directly. To the extent Owner would like assistance utilizing the ****** points she deposited into *** for more than one nights stay, she would have to contact *** directly.

  Owner now alleges that the Companys agents withheld their drivers licenses,refusing to return them. We dispute this claim. Upon Owners arrival at the sales center, Owners identification was requested so that our agent could verify her identity and upon doing so, it was promptly returned to her.Following the sales presentation, after Owner elected to proceed with the purchase of the Ownership, Owners identification was requested in order to (i)allow our agents to prepare the contract documents, and (ii) enable the Notary Public to acknowledge their execution. Owners identification was returned to her once the execution of the contract documents was notarized. Had Owner advised the ***************** Officer and/or Notary Public assisting her with the execution of the contract documentation that she had reconsidered her purchase and that she no longer desired to enter the purchase, Owners identification would have been returned to them without delay.

  Owner vaguely claims that a Company employee told her that she never would have sold them the Ownership. Because Owner fails to provide specificity as to when this discussion transpired, we are unable to locate any records of the same at this time. To the extent Owner would like to provide additional information regarding when or who she had this discussion with, we will be happy to further review the same.

  Upon receipt of Owners second rebuttal, we again conducted a thorough investigation of her account and re-verified that Owner received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of her contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21326221
  
  I am rejecting this response because: clearly, you can see in the above that you have "miscommunicated" with us on multiple occasions. The second meeting that we had with Holiday ******** and our only stay on your *********************************** that we paid out of our pockets for and did not use "points", was when the nice Holiday Inn lady told us that she never would have sold us the property and that she new that we never would have had access to stay there. We are still requesting that our contract be terminated, as we have never used our "contract" that we were told was "ownership" of property. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  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.

  BBB #2I talked with 4 different people from Holiday Inn Club Vacations yesterday and they all sounded like robots because they all said the same thing but never really addressed any of my issues. I told them about the Horrible experiences while at their resorts and they asked why didnt I complain or complain more. I complained at the Resorts while my family were there and I called the customer service line and complained there but NO ONE SEEMS TO CARE. So now that we are demanding that our contract be canceled, they tell me that I had 5 days to cancel my contract after signing. NO ONE and I do mean NO ONE mentioned or even hinted to us that if we were not happy with our purchase, this is what you all would need to do in order to cancel. They also said that we signed a contract that cant be canceled AND that I have an obligation to uphold. Well so does Holiday Inn Club Vacations and they have Dropped the Ball because they did not place my family in Nice Resorts with Great accommodations and nor was it easy to book either vacation that we took.We trusted Holiday Inn Club Vacations to provide us with a quality experience, but they have failed to do so. The resorts were not as advertised, the booking process was difficult and time-consuming, and overall, our expectations were not met. It is unacceptable for a company to make promises they cannot keep but they still want us to continue to pay thousands of dollars per year for. We have literally paid this company over $10,000 for 2 Crappy vacations. The lack of transparency regarding cancellation options is concerning. As consumers, we have the right to be informed about all aspects of our purchase, including cancellation policies..Our experience with this vacation club has been nothing short of disappointing and frustrating. From false advertising to difficult bookings to poor customer service, it is evident that this company does not care about us at all. I just want this contract Canceled! We are done and want out!!

  Business Response

  Date: 03/15/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by ****************** (Owner).We appreciate the opportunity to respond to the concerns set forth therein.

  Our records show that on July 13, 2021, Owner entered into his first purchase with the Company, at which time he elected to purchase an annual Standard beneficial interest in the Orange Lake Land Trust (the Initial Ownership). The Initial Ownership entitled Owner to ****** points per annum in the Companys points-based exchange program, the Holiday ******** (the Club). Thereafter,on July 16, 2023, Owner elected to trade-in the Initial Ownership and applied the accrued equity therein towards the purchase of an annual Standard beneficial interest in the Orange Lake Land Trust, which entitles him to ******* Club points per annum (the ******************************************* Owner expresses dissatisfaction of the Companys customer service. Please note that our priority is to ensure that we provide quality customer service to all our guests and owners. To the extent that we failed to meet Owners expectations in this regard, we apologize. We appreciate Owners feedback and will continue to work with our agents in this regard.

  Accommodations. Owner further expresses dissatisfaction with the quality of the Companys accommodations. Upon review of Owners use history, we find that he has completed two (2) Club reservations at the Companys resort locations. In connection therewith, we are unable to locate a record of Owner raising concerns during his stays. Notwithstanding the foregoing, we apologize to Owner to the extent the Company failed to meet his expectations in this regard.Please note that it is our top priority to assure that our resorts and units are in quality condition for our guests and owners, and we regret that this was not Owners experience, which we believe to be an aberration and not indication for how each resort is maintained on a regular basis.

  Booking.Owner states that he has experienced difficulty booking his desired vacations.Owner may utilize his Club points to secure reservations in any available unit at any of the Companys thirty-one (31) resort locations, provided that he has the requisite number of Club points in his account for the reservation, and further provided that his account is current at the time of booking. Owner may also utilize his Club points to secure (i) reservations at thousands of hotels worldwide through the Companys strategic alliance with IHG, (ii) reservations at thousands of resorts through the Companys exchange affiliates, RCI and II,and/or (iii) airfare, cruises, car rentals, and more, through the ********************** Program. At the time of each presentation, the sales consultant who met with Owner provided him with real time examples of reservations that can be secured through the use of the Club points and the number of Club points required to secure such reservations. The Member Guide provided to Owner at the time of each purchase, also sets forth exactly how many Club points are required to book reservations at each of the Companys resort locations, broken down by resort, season, unit size, unit type, and day of the week. It was also expressly disclosed to Owner at the time of each purchase that all reservations are subject to availability and that he may not receive his first vacation choice, such that an alternate selection may be required to confirm a reservation. It is therefore recommended that all owners book their reservations as far in advance as their booking window allows to maximize their options in securing reservations, which is what Owner was advised at the time of each purchase. Our records reflect that Owner has previously contacted the ************* Counselors for assistance with utilizing his Club points. In connection therewith, we find that Owner was provided assistance with his inquiries and educated on how he can utilize the Companys programs.Notwithstanding the foregoing, if Owner requires additional assistance with utilizing the Upgrade Ownership, we encourage him to contact a Club Counselor at ************** and an agent will be happy to assist in that regard. It should be noted, however, that Owners account is currently subject to use restriction as a result of the delinquencies thereunder. As such, Owner will be unable to secure reservations under his account until he brings his accounts current.

  Rescission. Owner claims that he was unaware of his rescission rights attendant to the Upgrade Ownership. All purchasers receive copies of their executed documentation at the time of purchase, without exception. Owners rescission rights were fully set forth on the Purchase Agreement and ***************** Disclosure Statement provided to Owner at the time of purchase. Please note the fact that Owner not only received full written disclosure which set forth this information, he also specifically signed these documents memorializing his receipt and understanding of the same. The Company abides by the rescission period established by applicable laws and Owner was afforded the opportunity to review and rescind his purchase within the rescission period, which he did not do. Had Owner requested contract cancelation in writing within the rescission period, the Company would have immediately canceled his purchase. As such, we reject Owners allegations that the sales personnel were not transparent about the terms and conditions of his purchase or that information was omitted in connection therewith.

  Cancelation.Owner requests cancelation of the Upgrade Ownership and a refund of monies paid. Please be advised that Owners request is untimely as the rescission period has expired. Our records reflect that the documentation executed by, and provided to, Owner at the time of purchase is in order and that he received full and accurate disclosure of the terms and conditions of his purchase,including, without limitation, the financial obligations attendant thereto.Moreover, because Owner has outstanding mortgage obligations owed to the Company, he is not entitled to, or otherwise eligible for, cancelation of the Upgrade Ownership and we find no basis to warrant a refund of monies paid. We therefore respectfully decline Owners request for the same.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:02/16/2024

  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.

  I HAVE WRITTEN A COMPLAINT TO HOLIDAY INN CLUB VACATIONS AND HAVE NOT GOTTEN A RESPONSE BACK .I WOULDLIKE TO GET THIS RESOLVED AND GET A REFUND AND GET IT OFF MY CREDIT .PEOPLE ARE BEING PRSSURED THE **** THEY ARE ON VACATION AT ONE OF THERE RESORTS AND ********* THEM STUFF JUST SO THEY GET THEM TO COME TO THE SO CALL 90 MIN **** SLOT THAT LAST FOR HOURS AND HOURS . SAYING THAT THE MAINTANANCE FEES WILL NEVER GO UP AND THAT IS A LIE .THEY SAY YOU WILL NEVER HAVE A PROBLEM GETTING A PLACE ANY**** YOU WANT TO VACATION AND THATS A LIE ALSO .PLEASE STOP THIS FROM HAPPENING TO PEOPLE ALL OVER THE ***** .THANK

  Business Response

  Date: 03/21/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. and ******************* (Owners). We appreciate the opportunity to respond to the concerns set forth therein.

  Owners reference Wyndham Vacation Resorts in the complaint. As your office is aware,Wyndham Vacation Resorts is a separate timeshare developer wholly unaffiliated with the Company. As such, we are unable to address any of Owners concerns related to Wyndham Vacation Resorts and request that they redirect those specific concerns to the appropriate entity for further review.

  Notwithstanding the foregoing, our records show that since 2008, Owners have entered into five (5) purchase transactions with the Company and are members of the ******** points-based exchange program, the Holiday ******** (the Club). Owners currently own (i) one (1) biennial timeshare interest at the *********** Resort located in *********, ****** (the *********** Ownership), which entitles Owners to ******* Club points every odd year, and (ii) one (1) annual timeshare interest at the Orange Lake Resort located in *********, ******* (the Orange Lake Ownership), which entitles Owners to ******* Club points per annum. *************** Ownership and the Orange Lake Ownership (collectively, the Active Ownerships) are the only active timeshare interests Owners have with the Company at this time. Owners can utilize Club points to secure reservations at any of the ******** thirty-one (31) resort locations. In addition, Owners may utilize Club points to secure (i) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the ******** affiliation with ***, (ii) reservations at thousands of resorts worldwide through the ******** exchange affiliate, ***, and (iii) discounts on airfare,car rentals, *****************, through the ********************** program.

  Marketing Promotions. Owners claim that they agreed to attend one of the ******** timeshare presentations in exchange for a seven-day stay. Upon review of our records, we are unable to locate an instance wherein Owners were offered a seven-day stay in exchange for their attendance at the ******** timeshare sales presentation. Notwithstanding the same, please be advised that our ******************** often extends offers to prospective purchasers and owners to attend the ******** timeshare sales presentations and such offers may include receiving a deeply discounted mini vacation and/or proffered incentives. To the extent Owners elect to participate in a marketing promotion offered by the ******** ********************, which requires the attendance at a timeshare sales presentation, then attendance at the same will be required in accordance with the terms of the promotion. Moreover, please note that prospective purchasers and owners are provided clear disclosure of all terms and conditions of each offer, including without limitation, any incentives they may receive in connection with said offer, and that the purpose of said offer is for the purpose of soliciting the sale of timeshare interests. Owners,however, are under no obligation to participate in the ******** marketing promotions. If Owners do not wish to attend additional sales presentations in the future, they are under no obligation to do so and may decline any invitations and/or incentives extended to them in connection therewith.

  Timeshare Presentation. Owners claim that they were pressured to purchase the Active Ownerships and that the ******** timeshare presentation(s) lasted hours. We dispute Owners characterization of the ******** sales process. Firstly, please be advised that the ******** sales presentations are approximately two (2) hours in duration for new prospective purchasers, and one (1) hour in duration for existing owners. However, the actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. Once Owners agreed to purchase, inventory was selected, and contract documents were prepared,reviewed, and executed, which accounts for any additional time that Owners may have spent at the sales center. Secondly, the ******** sales consultants do not force, or otherwise coerce prospective purchasers to purchase timeshare interests, nor do they prevent anyone from leaving the sales center without making a purchase. Additionally, the Company offers a variety of inventory at different price points. In order to determine which inventory might be appropriate for Owners stated travel needs, the sales consultant listened to Owners and asked them questions about their vacation habits. The sales consultant then made inventory recommendations. When Owners objected to the offers on the basis of price, the sales consultants proposed alternative inventory at lower price points. Our sales consultants present offers to prospective purchasers and if said prospective purchasers do not feel like the offers presented constitute good purchases at the right price, they are welcome to decline to purchase. In fact, many prospective purchasers who attend the ******** timeshare presentations leave the sales center without making purchases, just as Owners have done on four (4) occasions.

  Owners also claim that the ******** agents withheld their drivers license, refusing to return them after repeated requests. Again, we dispute this claim. Upon Owners arrival at the sales centers,Owners identification was requested so that our agents could verify their identity and upon doing so, the identification was promptly returned to them.Following the sales presentation, after Owners elected to proceed with the purchase of the Active Ownerships, Owners identification and credit card were requested in order to (i) allow our agents to prepare the contract documents,(ii) enable the Notary Public to acknowledge their execution, and (iii) secure the down payment. Owners identification and credit card were returned to them once the execution of the contract documents was notarized and the down payment collected for each respective purchase. Had Owners advised the ***************** Officer and/or Notary Public assisting them with the execution of the contract documentation that they had reconsidered their purchases and that they no longer desired to enter into the purchases, Owners identification and credit card would have been returned to them without delay. Ultimately, Owners were under no obligation to purchase the Active Ownerships and they were afforded their rescission periods in which to further consider their purchases and to exercise their cancelation rights if they so desired.

  Gold Perks. Owners vaguely reference gold perks in the complaint. We are unable to determine what Owners are referring to with respect to the ******** Club program as the Company does not have gold perks. To the extent Owners are referring to the ******** benefits, we ask that they elaborate on the gold perks they are referring to in the complaint, and we will be happy to review the same. If Owners are referring to gold perksprovided by another entity, we ask that Owners direct those concerns to the respective entity that provides such benefits.

  Usage.Owners claim that it is impossible to book a stay at any of the *** properties. Upon review of Owners use history, we find that Owners have (i)completed twenty-seven (27) Club reservations, (ii) transferred Club points to the *** One Rewards Program, where points-so deposited never expire, and (iii) previously utilized their Club points towards booking an *** reservation. Therefore, we find that Owners have extensively utilize their Club benefits for travel throughout their ownership history with the Company and it has not been impossiblefor Owners to book a *** reservation as they claim. It should further be noted that at the time of each purchase, Owners were advised that all reservations,including accommodations made available through *** and ***, are subject to availability on a first-come, first-served basis and if Owners are not able to secure their first vacation choice, an alternate choice may be required to confirm a reservation. Furthermore, please note that if Owners attempt utilize their Club points to book reservations with *** or ***, the Company does not control and/or operate *** or ***. As such, accommodations made available via *** and *** are wholly outside of the ******** control. Therefore, to the extent Owners are experiencing difficulty securing reservations through *** or ***, we recommend that they contact the respective entity directly.

  Maintenance Assessments. Owners further claim that the fact that the maintenance assessments are subject to increase was not disclosed to them at the time they purchased the Active Ownerships. We dispute this claim. Please be advised that Owners were provided clear disclosure of the financial obligations attendant to their Active Ownerships at the time of sale, including their maintenance assessments. The governing documents provided to Owners at the time of each respective closing clearly disclose the maintenance assessment obligation, as well as the fact that it is on-going and subject to increase.The maintenance assessments are based on the annual budget adopted by the Association, who tries to keep these costs as low as possible; however, there are a number of factors that impact the maintenance of the resorts that are outside of the Associations control such as increases in the cost of labor,materials, insurance rates, etc. We will continue to work with the Association to keep maintenance assessments as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation.Notwithstanding the foregoing, if Owners determined that the financial obligations or any of the terms associated with the Active Ownerships were not acceptable to them, or otherwise not affordable, they were welcome to decline to execute the contract documents and/or to rescind their purchases within the statutory rescission period.

  Rental. Owners claim that they were advised that they could rent their Active Ownerships.Please be advised that the Company does have a rental program for owners who own inventory in the Orange Lake Resort. Therefore, Owners can rent their Orange Lake Ownership through the ******** Orange Lake Resort rental program. To the extent Owners would like to receive information on how they can rent the Orange Lake Ownership through the ******** rental program, they may contact a Club Counselor at ************** for assistance in that regard.  It should be noted, however, that Owners are not guaranteed that attempts to rent their Orange Lake Ownership through said program will be successful and/or will result in profit. Furthermore, any such rental is subject to the terms of a separate rental agreement to be entered into by the Company and an owner upon the owners determination that they would like to submit his or her ownership for Company rental. In addition, at the time of each purchase, Owners initialed and signed the Owner Clarification Form in connection with each of the Active Ownerships, both of which disclosed (i)this Timeshare Interest is being purchased for personal use and enjoyment and that we are not purchasing with an expectation of receiving income from rental or profit from the resale of our Interval Ownership Interest and (ii) the market for resale or rental of Timeshare Interests is poorly established. 

  Prior Correspondence. Owners state that they have previously provided a written complaint to the Company but have not received a response in that regard. Our records confirm that the Company previously received the letter Owners attached to their Better Business Bureau complaint. Please note that we received Owners letter well past their rescission periods and we apologize that Owners did not receive a response to their concerns sooner. Please note that it is our priority to ensure that we address each concern presented to us in a timely fashion and we apologize that this was not Owners experience. 

  Cancelation / Refund. Owners request cancelation of the Active Ownerships,a refund of monies paid, and for the accounts to be removed from their credit.Please be advised that Owners request is untimely as the rescission period has expired. Our records reflect that the documentation executed by, and provided to, Owners at the time of purchase is in order and that they received full and accurate disclosure of the terms and conditions of their purchases, including,without limitation, the financial obligations attendant thereto. Moreover,because Owners have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation of the Active Ownerships and we find no basis to warrant a refund of monies paid or a modification to Owners credit reporting at this time. We therefore respectfully decline Owners request for the same.

  Please note that Owners accounts are currently delinquent. Please note that the Company is required to accurately report delinquencies to Experian. We therefore encourage Owners to contact our ***************************** at ************** to ascertain what options may be available to them at this time in order to assist in bringing and maintaining their accounts current. Extended delinquencies may ultimately lead to foreclosure.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:02/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint about the way that Holiday Inn has treated us regarding our timeshare purchase. Four years ago, my ex-partner and I attended a 90-minute tutorial of the timeshare property in *******. We were promised a "gift" for attending, but unfortunately, this was never handed over. During the presentation, we were pressured by a salesperson to purchase a timeshare. Despite our attempts to say no, the salesperson was very persistent and brought in a sales manager and other people to convince us. We eventually felt trapped and signed the paperwork, which has turned out to be a looming financial burden. We have never used the timeshare, and the increasing maintenance fee and membership fee have been cumbersome. Furthermore, selling the timeshare has been difficult due to the oversaturated market for timeshares that has left us with few options. We are frustrated with the way that we were treated by Holiday Inn and their sales team. We feel that we were trapped into buying a timeshare that we never wanted. It has been a financial burden on both of us and the last thing that ties us together. We would prefer not to have additional mortgage payments and first-of-the-year maintenance fees that were never disclosed upon purchase.************************* and ***************************

  Business Response

  Date: 03/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by **************** and ***************** (******). We appreciate the opportunity to respond to the concerns set forth therein.

  Our records reflect that in April 2017, **************** was transferred to the ***************************** by ***************************** (***). At that time,**************** was presented with a promotional offer to purchase a mini-vacation for $199. The terms of the promotion provided that **************** would receive a full refund of the purchase price (i.e., $199) and an *** rebate certificate if she scheduled and attended a two (2) hour timeshare sales presentation sponsored by the Company during the course of her mini-vacation. **************** agreed and purchased the mini-vacation. **************** scheduled her mini-vacation and attended the Companys sales presentation on April 6, 2018, with ***************** at the Companys Orange Lake Resort located in *********, *******. At the conclusion of the sales presentation, ****** elected to purchase an annual Standard beneficial timeshare interest in the Orange Lake Land Trust (the ******hip). The ******hip entitles them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** ******* ****** can utilize Club points to secure (i) reservations at any of the Companys thirty-one (31) resort locations, (ii) reservations at thousands of *** branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI,and (iv) discounts on airfare, car rentals, cruises, and more, through the ********************** program.

  Incentive. **************** claims that she did not receive her incentives as promised. Upon receipt of the complaint, we have reviewed our records and can confirm that **************** did not receive her incentives. However, we also have no record of **************** raising this concern until such time we received the Better Business Bureau complaint.Notwithstanding the foregoing, we sincerely apologize to **************** that she did not receive her incentives. In an interest of customer service, the Company is willing to issue a check to **************** for a refund of $199. Please note,however, that the Company no longer offers the *** rebate certificate.Therefore, instead the Company is willing to issue **************** the cash value of the *** rebate certificate in the amount of $40. **************** will therefore receive a check via mail in the amount of $239. **************** should receive the check within fifteen (15) business days.  

  Pressure.****** claim they felt pressured to purchase with the Company. Please be advised that the Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not pressure or otherwise force prospective purchasers into purchasing timeshare interests from the Company, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases. Moreover, the Companys sales consultants clearly describe,in detail, the benefits, rights, and obligations attendant to each timeshare purchase. At the conclusion of the presentation, the sales consultant makes a purchase recommendation, and our sales consultants step away from the sales table if the prospective purchasers request time to discuss the same amongst themselves. To the extent a prospective purchaser objects to the purchase on the basis of price, the sales consultant will notify the sales manager who will attempt to locate inventory having a lower purchase price or more favorable financing terms. Prospective purchasers are welcome to decline any offer presented to them. It is ultimately up to the prospective purchasers to determine if the offers presented constitute a good offers at the right price.Ultimately, ****** affirmatively advised our sales consultant that they wanted to consummate their purchase. It should also be noted that ****** executed the Sales Pre-Confirmation Checklist upon purchasing, wherein they listed their primary reasons for purchase thereon. ****** listed, future travel/honeymoon,family, adventure in life. We therefore dispute ****** assertion that they were pressured to purchase a timeshare interest that they did not want.

  Usage.****** state that they have never utilized the ******hip. Upon review of ****** use history, we find that ****** have previously utilized their ******hip to book a reservation for a guest(s), which said guest(s) completed such reservation in June 2020. Therefore, while ****** may not have directly traveled themselves under their ******hip, they have still utilized the same to obtain accommodations for a guest(s). Notwithstanding ****** choice to forego use of the ******hip, this is not a legal basis for contract cancelation and does not invalidate the financial obligations ****** agreed to on the date of their purchase.

  Financial Obligations. ****** express dissatisfaction that their maintenance assessments and Club membership fees have increased. ****** further claim that the maintenance assessment obligation was not disclosed at the time of purchase. We dispute ****** claim. Please be advised that at the time of purchase, ****** elected to roll the first years annual maintenance assessments into their mortgage, which election is fully memorialized in the contract documentation executed by ******. In addition, the Owner Clarification Form executed by ****** clearly identifies the amount of the maintenance assessments applicable to the ******hip (i.e., ******) for the then current year (i.e., 2018). The Owner Clarification Form executed by ****** further discloses that:

  You will be responsible for your Timeshare Interests share of common expenses,assessments, maintenance fees, and any and all other expenses incurred in the operation of the Association (Assessments). Assessments for each Timeshare Interest are billed annually, usually in November. Payment is due by January 1 of the following year. However, if you purchase after January and have scheduled occupancy for that year, you must pay Assessments on the date of purchase for each Timeshare Interest you purchase. You may elect to finance your first years Assessments. If you elect to finance your first years Assessments, you are only financing your first years Assessments and you will be billed annually for all subsequent years Assessments and you will be responsible for payment of all subsequent years Assessments.

  All payment obligations attendant to ****** purchase were fully disclosed to ****** in writing at the time of sale.In addition, the governing documents provided to ****** at the time of closing clearly discloses that the maintenance fee obligation is on-going and the fact that it is subject to increase. The maintenance assessments are based on the annual budget adopted by the Association, who tries to keep these costs as low as possible; however, there are a number of factors that impact the maintenance of the resorts that are outside of the Associations control such as increases in the cost of labor, materials, insurance rates, etc. We will continue to work with the Association to keep maintenance assessments as low as possible while still maintaining the facilities so that each of our owners may experience an enjoyable vacation. The other fees attendant to the Companys program, including the Club dues,reservation fees, and exchange fees, and the fact that they are subject to increase, were also fully disclosed to ****** at the time of purchase and memorialized in the documentation provided to, and executed by ******.Notwithstanding the foregoing, if ****** determined that the financial obligations were not acceptable, they were welcome to decline to execute the purchase documentation, or alternatively, to cancel the purchase within the rescission period. ****** received copies of all executed documentation before they left the sales center as well as instructions on how to timely cancel their contract within the rescission period, which they did not do.

  Resale. Owner state that that they have experienced difficulty selling their ******hip. Please note that while ****** may opt to sell or transfer the ******hip to a bona fide third party in accordance with the Companys transfer requirements, and subject to any mortgage(s) placed on the property, the Company does not offer resale services to assist owners in this regard and we do not advise prospective purchasers to the contrary. Upon purchasing the ******hip, ****** initialed each term in the Owner Clarification Form including the clear disclosure that (i) This Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale of timeshare interests is poorly established.

  Cancelation. ****** request contract cancelation on the basis of affordability. Please be advised that ****** request is untimely as the rescission period has expired. And while we are sympathetic to ****** financial concerns, the same does not absolve ****** of their contractual obligations. Our records reflect that the documentation executed by, and provided to, ****** at the time of purchase are in order and that they received full and accurate disclosure of the terms and conditions of their purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because ****** have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation,and we respectfully decline ****** request for the same.

  We do understand that financial hardships arise. As such, we encourage ****** to contact the ************************************** at ************** to ascertain any payment arrangement options that might be available to assist them with maintaining their accounts current.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal, Legal Services

  Customer Answer

  Date: 04/03/2024

  The fact that you say you gave us time to talk about this in private is an understatement.  I remember the salesperson would walk away to let us discuss in private and as soon as we would get up to leave, he would return. Very personable individual but was like a vulture, even bringing a sales manager and a couple other sales people over, so the pressure was definitely overwhelming. We felt trapped. Do you have a taping of the presentation?

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21302171
  
  I am rejecting this response because:

  The fact that you say you gave us time to talk about this in private is an understatement.  I remember the salesperson would walk away to let us discuss in private and as soon as we would get up to leave, he would return. Very personable individual but was like a vulture, even bringing a sales manager and a couple other sales people over, so the pressure was definitely overwhelming. We felt trapped. Do you have a taping of the presentation?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/12/2024

  We have received the rebuttal complaint filed by **************** (Owner). We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her initial complaint.

  Owner questions if the Companys sales presentations are recorded and restates that she felt pressured to purchase the Ownership. Please note that the performance of our sales personnel is frequently audited and recorded for training and quality assurance purposes. However, those recordings are not retained indefinitely. Consequently, we are unable to review the audit recordings pertaining to Owners date of purchase. Notwithstanding the same, we maintain that (i) our sales personnel will step away from the sales table if the prospective purchasers request time to discuss the same amongst themselves, and (ii) that Owner was welcome to decline any offer presented to her and leave the sales presentation. Please note that Owner also met with ***************** Officers (***) who assisted her with ensuring that she executed the purchase documentation correctly and answered any additional questions she may have had related to the same and/or her purchase. Owner was afforded as much time as she needed to ensure that she was making an informed buying decision. If Owner had advised the *** at any time that she did not understand the terms of the purchase or that she was not making an informed buying decision, the *** would have halted the sale to address any concerns at issue. Owner, however, left our sales center after having agreed to the terms contained in the purchase documentation and having acknowledged her understanding of the same. Owner also left the sales center with copies of the purchase documents for her further review and reference. Therefore, had Owner disagreed with any aspect of her purchase, she was given the opportunity to review and rescind her purchase within the statutory rescission period if she so desired. Owner, however,failed to exercise this right and as such, she remains liable for all financial obligations attendant to the Ownership until such time she no longer owns the same.

  Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account and re-verified that Owner received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of her contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

• Initial Complaint

  Date:02/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been doing my best to get Holiday Inn to listen to my concerns. I have been trying to get them to take my timeshare back since before my husband passed away. This has been the biggest burden on me and I need them to take it back since they lied to me and tricked me into this purchase. I've written several letters to them and filed several complaints against them. Please help me get them to respond and to get them to take my timeshare back!

  Business Response

  Date: 03/07/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed by Mrs. ***** (Owner).  We appreciate the opportunity to respond to the concerns set forth therein.  Please be advised that we previously responded in writing to multiple complaints filed by Owner and/or her late husband, including, without limitation, a previous complaint filed with your office (Complaint #********).
  Owner entered into her first transaction with Silverleaf Resorts, LLC (Silverleaf)in 1998.  Thereafter, Owner entered into two (2) additional purchase transactions with Silverleaf.  In May 2015, Silverleaf was acquired by an affiliate of the Company.  Following the acquisition, Silverleaf owners were invited to attend voluntary sales presentations to answer any questions they might have had regarding the acquisition and to inform them of the benefits available to them through the Companys points-based exchange program, the Holiday ******** (Club).  Owner attended a Company-sponsored sales presentation on March 4, 2019.  At the time of the presentation, Owner owned two (2) annual fixed-week timeshare interests at the Fox River Resort located in ****************** (the Fox River Ownerships).  At the conclusion of the sales presentation, Owner purchased an annual beneficial interest in the Orange Lake Land Trust Signature Collection, entitling Owner to ****** Club points every year (the Trust Ownership, and collectively with the Fox River Ownerships, the Ownerships).  In addition, Owner elected to bring the Fox River Ownerships into the Club,thereby converting them from fixed-week ownerships into points-based ownerships and entitling Owner to an additional 2****** Club points for a cumulative total of ******* Club points per annum.
  Ownerships. Owner claims that she was lied to and tricked into purchasing the Ownerships.  We dispute this claim.  Because Owner does not expound on her allegations, we are unable to comment with greater specificity.  We can confirm, however, that the Companys sales consultants receive extensive training on the Companys product to ensure that they provide prospective purchasers with full and accurate information prior to leaving the sales center and we reject Owners claim that the Ownerships are anything other than what was presented to her at the time of each purchase.  In addition, please be advised that the Companys sales consultants do not force prospective purchasers to purchase timeshare interests, nor do they prevent anyone from leaving the sales center without making a purchase, nor did Silverleafs sales consultants.  If Owner did not believe the purchase of the Fox River Ownerships and/or the Trust Ownership constituted good purchases at the right price, she was under no obligation to consummate the respective purchase and was welcome to leave the sales center without making a purchase, just as other prospective purchasers do each day.  At the time she purchased the Trust Ownership, Owner was asked to execute a ***** Pre-Confirmation Checklist and to identify her primary reasons for purchase. Owner identified value, more resorts and Signature as her reasons for purchase.  As such, we reject Owners assertion that she was tricked into her purchases.
  Cancelation Request.  Owner requests account cancelation.  Please be advised that Owners request is untimely as the rescission periods have each expired, respectively.  In addition, we have confirmed that the documentation executed by and provided to Owner at the time of each purchase is in order and that she received full and accurate disclosure of the terms and conditions of each purchase.  Furthermore,Owner has outstanding mortgage obligations owed to the Company.  For these reasons, Owner is not entitled to,or otherwise eligible for, cancelation, which position was affirmed in our previous responses to Owners correspondence as well as the ******* Attorney General, the ******* ********** of *********** and ******** Services and the ******** Attorney General.
  Our records show that Owner has not remitted any payments under the Trust Ownership since June 2021.  In addition, while Owner has satisfied the mortgage obligations attendant to the Fox River Ownerships, there have been no maintenance payments remitted to the Company since December 2020.  As such, Owners accounts are subject to use restriction, and she will be unable to use the Ownerships until such time that these delinquencies are cured.  While we sympathize with Owners loss of her husband and Owners changed circumstances, the same do not invalidate her contractual obligations.  We encourage Owner to contact the Companys Capital Management ********** at ************** to speak with an agent who will be happy to provide available payment options to avoid further delinquencies and potential foreclosure action. 
  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *****************************
  
  *****************************
  Paralegal, Legal Services
  

• Initial Complaint

  Date:02/14/2024

  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.

  Looking to end my timeshare contract, I was told when I agreed to the purchase that if I wanted out at any time it could be done, I could just call and end the contract, I found out that this was not true. I was directed by this timeshare company to another company that I had to pay a lot of money for to try to sell my timeshare. That cost an additional $600 that I would like to see refunded. I sent 2 letters to Holiday inn club resorts ( orange lake) and never recieved any responses

  Business Response

  Date: 03/29/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by Mr. and ************************* (******). We appreciate the opportunity to respond to the concerns set forth therein.

  ****** entered into their first purchase transaction with the Company on March 7,2020, at which time they purchased an annual Standard beneficial timeshare interest in the Orange Lake Land Trust (the Initial ******hip). The Initial ******hip entitled them to ****** points per annum in the Companys points-based exchange program, the Holiday ******** ******* Thereafter, on May 31, 2021, ****** elected to trade-in the Initial ******hip for the purchase of an annual Standard beneficial interest in the Orange Lake Land Trust, which entitles them to ******* Club points per annum (the Upgrade ******hip). ****** can utilize Club points to secure (i) reservations at any of the Companys thirty-one (31) resort locations, (ii) reservations at thousands of ***************************** (***) branded hotels and resorts worldwide through the Companys affiliation with ***, (iii) reservations at thousands of resorts worldwide through the Companys exchange affiliate, RCI, and (iv)discounts on airfare, car rentals, cruises, and more, through the ********************** program. Additionally, when ****** purchased the Upgrade ******hip, they also obtained access to the Companys exchange affiliate,Interval International (II), which enables them to utilize Club points towards reservations at thousands of resorts within IIs network.

  Pressure.****** claim they felt pressured to purchase with the Company. Please be advised that the Companys sales consultants are enthusiastic about vacation ownership and the Club program; however, they do not force prospective purchasers into purchasing timeshare interests from the Company, nor do they prevent prospective purchasers from leaving the sales center without making a purchase. In fact, many prospective purchasers who attend the Companys timeshare presentations leave the sales center without making purchases, just as ****** have done on one (1) occasion. Moreover, the Companys sales consultants are trained individuals who exercised care in clearly describing,in detail, the benefits, rights, and obligations attendant their purchases. The contract documentation and the Member Guide provided to ****** on the date of each purchase also provides clear disclosure of the same. It should also be noted that ****** executed the Sales Pre-Confirmation Checklist for each respective purchase, wherein they listed their primary reasons for purchase thereon. ****** listed, we love to travel, we love to save money, and we love convenienceas their primary reasons for purchasing the Initial ******hip and 3 nights 4 days free, VIP benefits, more opportunity, prime VIP, more vacation,and affordability for the Upgrade ******hip. We therefore dispute ******assertion that they were pressured to purchase timeshare interests that they did not want.

  Club Points / Purchase Option. ****** allege that their Initial ******hip could only afford them the ability to book a weekend stay at the Companys resort locations. This is untrue. Firstly, please note that ****** were shown and provided the Member Guide at the time of each purchase, which sets forth the exact number of Club points required to secure reservations at each of the Companys resorts, broken down by location, unit size, unit type,season, and day of the week. The Member Guide further provides information on how to utilize the Club program and access the Companys website. Secondly, and as stated above, the Initial ******hip provided ****** with ****** Club points per annum, which is in fact sufficient enough to book more than just a weekend stay. For example, owners can secure a one-week stay within a one-bedroom villa at the Companys *********************************** during the Bronze season for ****** Club points. As a second example, owners can secure a five-night stay (check-in Sunday and check-out Friday) in a two-bedroom villa at the Companys ************************************* in the Bronze season for ****** Club points. As such, it was possible for ****** to obtain stays longer than a weekend at the Companys resort locations with ****** Club points. Our records show that ****** have previously utilized their Initial ******hip to obtain several three (3) night stays as well as a one (1) week stay. We therefore find that ****** are well aware that their Initial ******hip is sufficient to secure a vacation longer than a weekend.

  ****** further state that they purchased the Upgrade ******hip so that they could book week-long stays. Please note that at the time of the 2021 presentation, ****** met with a sales consultant who asked if their current ownership was meeting their vacation needs. Based on ****** responses, the sales consultant offered ****** the opportunity to augment their ownership portfolio. After purchasing the Upgrade ******hip, ****** increased the number of Club points allotted to them.The more Club points an owner has in his or her account, the more options the owner will have regarding vacations options, which was fully disclosed to ****** at the time of purchase and in connection with each sales presentation they attended. ****** membership level also increased from traditional to Prime Platinum, entitling them to the additional membership level benefits of the Club program (i.e., discounts, complimentary nights, free upgrades, etc.). As such, if ****** did not believe that the offers provided to them at each respective presentation met their desired needs or constituted good purchases at the right price, they were welcome to decline the offers and/or to cancel the applicable purchases within the statutory rescission period.

  ****** also claim that they have been unable to book vacations they so desired due to lack of availability. In connection with the Companys resorts, ****** *** utilize their Club points to secure reservations in any available unit, at any of the Companys resort locations, during any season, for any length of time,provided that they have the requisite number of Club points for the desired reservation, and further provided that their account is current, which is what ****** were advised at the time of each purchase. At the time of each purchase,****** were advised that all reservations, including accommodations made available through ***, II, and RCI, are subject to availability on a first-come, first-served basis and if ****** are not able to secure their first vacation choice, an alternate choice *** be required to confirm a reservation.It was also fully disclosed to ****** that it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially peak travel seasons.

  Upon review of ****** use history, we find that ****** have (i) deposited ******* Club points into the *** One Rewards Program, where points-so deposited never expire, and (ii) completed eight (8) Club reservations. Notwithstanding the foregoing, if ****** require assistance with maximizing their Club points or booking week-long reservations, we encourage them to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that because ****** account is currently delinquent,their account is subject to use restriction and ****** will be unable to secure reservations until such time they bring their account current.

  Purchase Urgency. ****** state that they were advised that the offers presented during the March 2020 presentation would not be available at a later date. However, ****** claim that they were presented with the same offers for the same pricing during the May 2021 presentation. Firstly, after ****** purchased the Initial ******hip, they were given a Price Freeze Certificate (Certificate). The Certificate enabled ****** to purchase an additional timeshare interest affording them the same number of points and interest type that they purchased at the time of the March 2020 presentation, subject to availability and within a year of the purchase date. That way, if the price per point increased between the date of the original purchase and the date of the subsequent purchase,****** would have been afforded the benefit of the lower price. Later, when ****** attended a presentation in December 2020 at the Companys ************** Resort located in **********, *********, they would have been presented with the option to utilize the Certificate based on the terms set forth above as they toured within a year of their Initial ******hip purchase. However, ****** ultimately elected to (i) forego augmenting their ownership portfolio, (ii)left the sales center without making any additional purchases, and (iii) never utilized the Certificate. Thereafter, when ****** attended the May 2021 presentation at the Companys Orange Lake Resort located in *********, ******* (not Orlando, as ****** assert), their Certificate from the March 2020 presentation had already expired. While ****** *** have been presented similar point package offers during the May 2021 presentation, the pricing for each offer *** not have been entirely the same as the March 2020 presentation. It should be noted that the Companys inventory for purchase changes daily. As such, if a prospective purchaser is interested in a particular piece of inventory, we cannot guarantee that it will be available for purchase later.Similarly, many of the offers presented during the sales presentation are offered as on-tour incentives, and we do not guarantee that the same pricing will be offered or available later, which is what ****** were told at the time each purchase offer was presented to them during each presentation.

  Exclusivity.****** refer to the Companys resorts as exclusive. Please be advised that the Companys resorts are not exclusive to owners, nor do the Companys sales consultants promote them as such. Accommodations that have not been purchased by prospective purchasers are owned by the Company, for which the Company pays the applicable maintenance fees. As such, owners *** not book reservations in Company-owned inventory. From time to time, the Company releases Company-owned inventory for rental to non-owners through third party websites and in furtherance of its marketing efforts. Owner-owned inventory, however, is not eligible for such third-party rental. Consequently, it is not the case that ****** are competing with non-owners for reservations as the two inventory pools are separate and distinct. As such, while non-owners can book reservations in Company-owned inventory, they are not afforded the same benefits as our owners.

  Financing.****** allege that during the 2021 presentation, the sales consultant advised them to obtain a personal loan to satisfy the mortgage obligations attendant to the Upgrade ******hip. Please be advised that prospective purchasers are advised that while lenders *** not refinance a timeshare purchase, some purchasers have been successful in securing personal loans in order to repay their mortgages. Our sales consultants do not, however, opine on a particular prospective purchasers ability to obtain a personal loan as a persons ability to secure alternate financing through a third-party depends upon a multitude of factors including a persons credit history, the lenders requirements, and the lending climate at the time the loan is applied for. Our sales consultants are aware of this fact and as such, do not opine on or guarantee a persons ability to obtain alternate financing.

  Rescission.****** claim that they were advised that they could cancel the Initial ******hip at any time. Please note that ****** were provided the contract documents in writing at the time of sale. Both the Purchase Agreement and the *************** Disclosure Statement executed by ****** disclosed that they had a ten (10) day rescission period to request cancelation. Furthermore, ****** received full disclosure that the Initial ******hip *** be cancelled via (i)hand-delivered notice, received within the designated rescission period, or (ii) mailed notice, postmarked within the designated rescission period. Similar disclosures were provided when ****** purchased the Upgrade ******hip as well,wherein they also had ten (10) days to rescind their purchase by providing a written notice within the designated rescission period. The Company abides by the rescission period established by applicable laws and ****** were afforded the opportunity to review and rescind their purchases within the statutory rescission periods, which they did not do. Had ****** requested contract cancelation in writing within the rescission periods, the Company would have immediately canceled their purchases.

  Resale.****** claim that they were previously advised that they could sell their timeshare, and when pursuing said options, they paid a fee of $600. Our records confirm that ****** have previously contacted the Company to advise that they no longer desire to retain the Upgrade ******hip. ****** were previously advised that because the Upgrade ******hip is a deeded real property interest,they can gift, bequeath, or sell the same to a bona fide third party in accordance with the Companys transfer requirements. ****** also were reminded that the Company does not have a buy-back or resale program and were advised that some owners have experienced success with resale through the third-party company, Timeshares Only. Please be advised that Timeshares Only is not affiliated with the Company and the Company makes no guarantees and/or assurances regarding the likelihood and/or success to be had via resale through Timeshares Only, or otherwise.

  ****** indicate that they *** have entered into a contract with Timeshares Only, for the resale of the Upgrade ******hip. The Company is not privy to the terms of their agreement with Timeshares Only, nor any fees that *** have been collected in connection therewith. We can advise that we have not received any communications from Timeshares Only regarding the resale of the Upgrade ******hip on ****** behalf. To the extent ****** have paid Timeshares Only for resale services, which said reseller has failed to provide, we suggest that they address those grievances with Timeshares Only directly.

  Prior Correspondence. ****** state that they have previously provided a written complaint to the Company but have not received a response in that regard. Our records confirm that the Company previously received the correspondence ****** attached to their Better Business Bureau complaint. Please note that we received ****** letter well past their rescission period and we apologize that ****** did not receive a response to their concerns sooner. Please note that it is our priority to ensure that we address each concern presented to us in a timely fashion and we apologize that this was not ******experience. 

  Cancelation / Refund. ****** request contract cancelation on the basis of affordability and a refund of monies paid. Please be advised that ******request is untimely as the rescission period has expired. And while we are sympathetic to ****** financial concerns, the same does not absolve ****** of their contractual obligations. Our records reflect that the documentation executed by, and provided to, ****** at the time of purchase is in order and that they received full and accurate disclosure of the terms and conditions of their purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because ****** have outstanding mortgage obligations owed to the Company, they are not entitled to, or otherwise eligible for, cancelation or a refund of monies paid, and we respectfully decline ****** request for the same.

  We do understand that financial hardships arise. As such, we encourage ****** to contact the ************************************** at ************** to ascertain any payment arrangement options that might be available to help bring and maintain their account current. Continued non-payment *** ultimately lead to foreclosure, which *** negative impact ****** credit.

  Sincerely,
  
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal, Legal Services

• Initial Complaint

  Date:02/14/2024

  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.

  We have major complaints against Holiday Inn Club Vacations and *****************************, ***************** Officer ***** Operations. During our last stay at ********************************************************** we were told that we had to attend an owners update. We had children in the car It had been a very long trip and we just wanted to rest. She said we had to attend and if we did not go, they would charge our credit card on file for $250.We attended the meeting where we met *****************************. It is important to note that at this time, we informed ******************, of my Diabetes and Autoimmune Diseases. We were worried about my pain level if the meeting lasted too long because I take prescription narcotic medication to treat the chronic pain. ***************** told us that if we upgraded our points, we would start off 2024s New Year without any maintenance fees to be paid for the year. We asked if we could take a break for me to take my medications for pain and rest a bit in our room to think about this decision. Then he told us that if walked out of the meeting, the offer of the $200 gift card would be void along with the deal for the ******* points with no maintenance fee for the 2024 year. After three hours, we hadnt eaten and were still tired from the trip. My pain was excruciating at that time, so we agreed to sign. We got an invoice stating that we owed $5,715.00 before January 1, 2024. We researched and reviewed the contract and learned that we were lied to, straight to our faces. We were told this was an investment for our future, we were told we would be able to rent it out for extra income. Both of these statements are lies. We were told with these points we could go anywhere and anytime, and this is a lie. Then we see that we paid the first year's maintenance fees with the down payment on the contract.They are still trying to scam us.

  Customer Answer

  Date: 02/23/2024

  I did not see this email.  Here is the form that you sent me to sign and return

   

  Thank you

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

  Customer Answer

  Date: 03/11/2024

  I have not been contracted by them regarding the complaint.  Our experiences with Holiday ******** have been very concerning.  That is why we are aaking for the BBB to help us get some answers.  Thank you. 

  Business Response

  Date: 03/27/2024

  Thank you for contacting Holiday Inn Club Vacations Incorporated (the Company) in connection with the complaint filed with your office by *********************** (Owner). We appreciate the opportunity to respond to the concerns set forth therein.

  Our records show that Owner has entered five (5) separate purchase transactions with the Company. Owner currently owns one annual Standard beneficial interest in the Orange Lake Land Trust (the Active Ownership), which entitles Owner to ******* points per annum in the ******** points-based exchange program, the Holiday ******** (the Club).

  Timeshare Presentation. Owner claims that she was required to attend the ******** timeshare presentation and that if she did not attend, she would be charged $250. We dispute this claim. When prospective purchasers and/or owners are vacationing at our resorts, the ***************************** often extends invitations for them to attend the ******** timeshare sales presentation. We can confirm that Owner visited the ******** Orange Lake Resort located in *********, ******* in July 2023, at which time our ******************** extended her an invitation to attend a timeshare presentation. At that time, Owner signed up for the timeshare sales presentation and was advised that after she attended the presentation, she would receive $200 for use on the resort property as an incentive to utilize during her vacation. ***** was advised that that if she did not attend the presentation as scheduled, her incentive would be forfeited. It should be further be noted that Owner was not required to remit any deposit in connection with her acceptance of the timeshare presentation invitation. Owner ultimately elected to attend the presentation and as such, she received her promised incentive. Notwithstanding the foregoing, it should be noted that attendance at the ******** timeshare presentations is strictly voluntary. If Owner does not wish to attend additional timeshare presentations in the future, she is welcome to decline any promotions, invitations, and/or incentives offered to her in exchange for her attendance and she will not be assessed any charge in connection therewith. To the extent that Owner participates in one of the ******** marketing promotions that offers incentives in exchange for attendance at a timeshare presentation, Owner will be required to attend the presentation in order to receive the offered incentives and a refund of any deposit paid in connection therewith (depending on the respective promotion).

  Owner further claims that the presentation lasted three (3) hours and that she was advised that the offers presented would not be available at a later date.Firstly, please be advised that the ******** sales presentations are approximately two (2) hours in duration for new prospective purchasers. The actual length of the sales presentation depends upon the prospective purchasers level of interest and the questions asked. Once Owner agreed to purchase, inventory was selected, and contract documents were prepared,reviewed, and executed, which accounts for any additional time that Owner may have spent at the sales center. Secondly, the ******** inventory fluctuates on a daily basis. As such, if a prospective purchaser identifies inventory that he or she is interested in, we cannot guarantee that the inventory will be available at a later date, nor do we guarantee that the first day discounts and/or on-tour incentives extended to the prospective purchaser on the date of the presentation will be available at a later date. So, while we would be happy to sell Owner a timeshare interest at any time, she would not be entitled to the first day on-tour incentives that she was quoted during the sales presentation if she elected to leave the sales center and return at a later date to make a purchase. We do, however, deny that Owner would have been advised that she would not receive her $200 incentive, as such incentive was offered in connection with her marketing promotion and not as an on-tour incentive. As such, Owner was not required to consummate a purchase in order to receive the marketing incentive and she was welcome to leave the sales center without making a purchase. Likewise, if Owner appeared incapable of making an informed decision or advised that she needed to leave the sales center in order to tend to medical needs, the sale would have been halted and the file would have been notated to reflect the same. Owner did not, and we cannot find any records, notations or other documentation in our files that could be interpreted as lending support to Owner notifying the Company of a medical emergency at the time of the sales presentation. Instead, we find that Owner affirmatively advised the ***************** Officer that she understood the terms of her purchase and executed her contract documentation.

  Maintenance Assessments. Owner alleges that her maintenance assessment obligations attendant to the Active Ownership were misrepresented at the time of sale. We dispute this claim. Please be advised that at the time of purchase, Owner did not remit her first years annual maintenance assessments as a down payment at the time of sale as she claims. Instead, Owner elected to roll the first years annual maintenance assessments into her mortgage, which election is fully memorialized in the contract documentation executed by Owner.In addition, the Owner Clarification Form executed by Owner clearly identify the amount of the maintenance assessments applicable to the Ownership (i.e., 5,251.00)for the then current year (i.e., 2023). The Owner Clarification Form executed by Owner further disclosed that:

  Assessments for each Timeshare Interest are billed annually, usually in November. Payment is due by January 1 of the following year. However, if you purchase after January and have scheduled occupancy for that year, you must pay Assessments on the date of purchase for each Timeshare Interest you purchase. You may elect to finance your first years Assessments. If you elect to finance your first years Assessments, you are only financing your first years Assessments and you will be billed annually for all subsequent years Assessments and you will be responsible for payment of all subsequent years Assessments.

  All payment obligations attendant to Owners purchase were fully disclosed to Owner in writing at the time of sale. In addition, the governing documents applicable to Owners purchase clearly disclose that the maintenance fee obligation is on-going and the fact that it is subject to increase. We can confirm that in November 2023, Owner was billed $5,715.00 for her 2024 maintenance assessment obligation. Please note that the Association strives to keep maintenance assessments as low as possible, however, there are factors that are outside of their control, including but not limited to, increases of insurance premiums, cost of materials to maintain the property, and increases to real estate taxes that impact these fees. We will continue to work with the Association to keep maintenance assessments as low as possible while maintaining and improving the facilities for the benefit of all of our owners.

  Investment / Rental. Owner states that the ******** sales consultant presented the Active Ownership as an investment and that she could rent the same to obtain profit. We dispute these claims. Firstly, the Company does not promote its products as financial investments. Timeshares are use-based products, the value of which is derived from their use and our sales consultants present them as such. Secondly, the Purchase Agreement executed by Owner at the time of her purchase of the Active Ownership specifically discloses that the Purchaser warrants and represents to Seller that the purchase of the Interest is made for Purchasers personal use.  Seller makes no representations to Purchaser concerning rentals, rental income, income tax considerations, or investment potential. Purchaser understands and agrees that Purchaser will not receive any assistance from Seller or any of its agents in the rental of accommodations or resale of the Interest. Similar disclosure was provided to Owner in the Owner Clarification Form she executed confirming her understanding that (i)This Timeshare Interest is being purchased for personal use and enjoyment and that you are not purchasing with an expectation of receiving any tax benefit or income from rental or profit from the resale of your Timeshare Interest and (ii) the market for resale of timeshare interests is poorly established.While Owner can certainly allow friends and family members to utilize the Active Ownership, the Company does not provide rental services, nor does the Company provide assurances to owners regarding the rental of timeshare interests to friends, family members, or otherwise. We therefore deny Owners assertion that she was advised to the contrary. 

  Club Points. Owner claims that she was advised that she could use Club points to go anywhere and anytime. This is accurate. Please note that Owner may utilize Club points to secure reservations at any of the ******** thirty-one (31) resort locations. In addition, Owner may utilize Club points to secure (i) reservations at thousands of ***************************** (IHG)branded hotels and resorts worldwide through the ******** affiliation with IHG, (ii) reservations at thousands of resorts worldwide through the ******** exchange affiliate, RCI, (iii)reservations at thousands of resorts worldwide through the ******** exchange affiliate, ********************** (II), and (iv) discounts on airfare, car rentals, cruises, and more, through the ******** Club Partners program. In connection with the ******** resorts, Owner may secure reservations in any available unit, at any resort, during any time of year, provided her financial obligations are current, and further provided that she has the requisite number of Club points in her account for the desired reservation. Please be advised that it was fully disclosed to Owner at the time of purchase that all reservations, including accommodations made available through IHG, II, and RCI,are subject to availability on a first-come, first-served basis and if Owner is not able to secure her first vacation choice, an alternate choice may be required to confirm a reservation. It was also fully disclosed to Owner that it is recommended that owners request reservations as early as their booking windows allow in order to maximize their chances of securing their desired reservations during desired dates, especially peak travel seasons.

  Upon review of Owners use history, we find that Owner has fifteen (15) Club reservations, but has yet to make use of IHG, II, RCI, or ************** Notwithstanding the same, to the extent Owner requires assistance with utilizing her Club points, we encourage her to contact a Vacation Counselor at **************, who will be happy to assist in that regard. It should be noted, however, that because Owners account is currently delinquent, her account is subject to use restriction and Owner will be unable to secure reservations until such time she brings her account current.

  Cancelation / Refund. Owner requests cancelation of the Active Ownership and a refund of monies paid. Please be advised that Owners request is untimely as the rescission period has expired. Our records reflect that the documentation executed by, and provided to, Owner at the time of purchase is in order and that she received full and accurate disclosure of the terms and conditions of her purchase, including, without limitation, the financial obligations attendant thereto. Moreover, because Owner has outstanding mortgage obligations owed to the Company, she is not entitled to, or otherwise eligible for, cancelation of the Active Ownership and we find no basis to warrant a refund of monies paid. We therefore respectfully decline Owners request for the same.

  Owners account is currently delinquent. We encourage Owner to contact the ******** Capital Management Department at ************** to speak with an agent who will be happy to assist her with bringing and maintaining her account current.Continued non-payment may ultimately lead to foreclosure.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
  *********************************
  Paralegal,Legal Services

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21292375
  
  I am rejecting this response because:

  The contract specifically states un Section H #3 Maintenance Fee to Orange Lake ************************** *** $5251.00.   I have attached a copy for  your convenience. 

  Holiday Inn Club Vacations has lied to us for the last time.  

  ****************** told us that if we upgraded our points, we would start off 2024s New Year without any maintenance fees to be paid for the year. We asked if we could take a break for me to take my medications for pain and rest a bit in our room to think about this decision.
  
  Then he told us that if walked out of the meeting, the offer of the $200 gift card would be void along with the deal for the ******* points with no maintenance fee for the 2024 year.

  The response received from Holiday Inn Club Vacations is an example of their holier than thou additude.  Everything in my complaint is the honet truth.  Why would I lie about my illness?  I would not I have nothing to gain from it, but HICV sure does.  

  That is the final straw.we want our money back and to have nothing to do with them any more. What started out as a getaway for our family has ended in a nightmare due to Holiday ********s deceptive sales. Hard working family oriented people need to know and to be aware of companies like Holiday ******** that scam their owners for hundreds of thousands of dollars.

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

  Business Response

  Date: 04/12/2024

  We have received the rebuttal complaint filed by *********************** (Owner). We have reviewed each of her allegations and previously responded with specificity addressing each of the issues raised in her complaint.

  Owner insists that she was advised that she would not be obligated to remit maintenance assessments for 2024. We maintain that upon purchasing the Active Ownership, Owner signed and acknowledged her understanding that maintenance assessments are billed on an annual basis. We restate that while Owner elected to roll her first years maintenance assessments into her mortgage (i.e., 2023 maintenance assessments for $5,251.00), she remains liable for remitting each subsequent year thereafter. Furthermore, while Owner is correct that her Closing Disclosure reflects $5,251.00 for her maintenance assessments, we restate that the amount shown was the then current obligation for the 2023 year. We further restate that the governing documents provided to Owner, more specifically the Public Offering Statement and Bylaws, provide clear disclosure that the maintenance assessments are imposed on an annual basis and that the Association is the entity responsible for the determination and/or of the increase of the assessments.Therefore, Owner was provided clear disclosure at the time of sale that such assessments are in fact subject to change. Owner also left the sales center with copies of her purchase documentation for further review and reference during her ten (10) day rescission period. Therefore, had Owner disagreed with any aspect of her purchase, including her financial obligations, she was given the opportunity to rescind her purchase within the statutory rescission period if she so desired.Owner, however, failed to exercise this right and as such, she remains liable for all financial obligations attendant to the Active Ownership until such time she no longer owns the same.

  Upon receipt of Owners rebuttal, we again conducted a thorough investigation of Owners account and re-verified that Owner received all requisite disclosures required under applicable law at the time of purchase, including instructions on how to timely request cancelation of her contract within the statutory rescission period. As no new information has been presented warranting account cancelation, we stand by our initial response and our position remains unchanged.

  Sincerely,
  HOLIDAY INN CLUB VACATIONS
  INCORPORATED
  
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  Paralegal,Legal Services