Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/15/2024

  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.

  We were sold a Flex Contract that my wife and I feel was forced upon us. We have been good standing members of the Vistana ****************** for over 25 years and are happy with the arrangements that that contact has, and ultimately would like to keep that contact, just as it was when purchased back in the 1990s. I would, however, like Vistana to buy back this Flex Contract. It was sold to us using forceful and untrue tactics and were led to believe that it would pay for the yearly maintenance fees we now pay. We were also led to believe that now that ******* owns the Vistana contracts that it was necessary and beneficial to upgrade our existing contract. Is it turns out the flex contact is completely separate from our original contract and forces a second maintenance fee that we werent ever told about. Since this purchase last March 27, 2023, we have spent $16,690.30 [$1,499.00 down payment on 3/27/23, $14,381.00 paid off mortgage on 6/14/23, and $810.30 for maintenance fees] for something we totally didnt need, and dont want. I have refused to pay maintenance fees for 2025 due 9/27/24. I have communicated to the ********************* and was told I needed to contact the sales manager from where we were sold the flex contract, but they couldnt provide any contact information for me to accomplish that. The reason I haven't filed a complaint with the BBB until now is I was hoping to work out a reasonable solution with Vistana, and avoid the need to litigate this issue. Trying to find any contact within Vistana has been fruitless until recently and when I did finally make contact with MVW Owner Relations, their representative, [****** R. ********] has chosen to completely ignore me since I explained the situation. I have to assume that Vistana **** **** behind the contract, which we were rushed through signing, and contained none of the lies we were told to get us to agree.

  Business Response

  Date: 11/18/2024

  In review of Mr. ********* ownership profile, we see that he acquired ****** StarOptions in the Sheraton Flex Program on March 27, 2023.  Our sales executives are trained to provide a professional, informative overview of the vacation ownership program and we do now condone high pressure sales tactics.  In addition, each new purchaser is provided with a 10-day rescission period.  The rescission period is disclosed in bold, conspicuous font just above the signature line of each new contract.  

  Mr. ********* StarOptions were purchased with first year occupancy defined as 2024.  This year he chose to elect his StarOptions to ***** Club Points, Club Points can be used as a direct currency through the ABOUND program where owners have the choice to partake in a wide variety of travel experiences including stays at ************* resorts, hotel stays, cruises, travel protection and much more.  ************** needs assistance maximizing the value of his Club  Points, he is encouraged to call our ********************* at ************.  

  Unfortunately, we are unable to honor Mr. ********* request to repurchase his Club Points as there is no justifiable reason to do so.  **************** goal is to relinquish ownership of his Club Points, then he is welcome to list them for sale on the open market for a price that he deems fair and reasonable.  Alternatively, if his mortgage is paid in full and there are no outstanding debts associated with his ownership interests, he can inquire about our deed back program by calling ************* at ************.  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22563936
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** P *******

  Customer Answer

  Date: 11/22/2024

  The claim that there was no forceful and untrue tactics used is a joke. Just look at the multiple negative reviews on the BBB website, most of which elude to forceful sales tactics. We were told that the flex contract would absorb our Fountains II contact and it would eliminate our maintenance fees from that contract. Of course they don't mention anything verbally about the added maintenance fees for the flex contract  or the club fees that are three times more expensive that the ********************** membership we were already paying, but then included it into the contract which was impossible to review. They made it very clear that it was required to upgrade the original Fountains II contract, which is untrue. We could have denied the whole sales pitch but were coerced to accept the flex contract. They told us that the meeting was recorded, and if that were true, it would show that we were lied to. The sales *** even started to act annoyed as we were skeptical about what we were really getting involved in. We totally feel we were taken advantage of and will not settle for anything less that returning to the situation we had before that meeting. We deserve to a full refund of anything we spent on the flex contract. 

  Business Response

  Date: 11/26/2024

  Currently, Mr. ******* owns one week at Sheraton Vistana Resort and an additional contract of ****** Sheraton Flex Points.  Mr. ******* is actively using his Sheraton Vistana ownership, he stayed at Vistana ********** as recently as April of this year.  Maintenance fees have not changed in tandem with his original Sheraton Vistana Resort ownership that he has owned since 1999.

  Maintenance fees for his new Sheraton Flex contract were completely disclosed on the very first page of Mr. ********* purchase agreement.  They are also mentioned again within the ***************** Checklist.  Club dues are also referenced on the ***************** Checklist.  Copies of both ********************** Agreement and ***************** Checklist can be provided upon request.  

  At this juncture we may only reiterate the Mr. ******* received all of the information necessary to make an informed purchase decision.  **************** will not agree to repurchase his Sheraton Flex contract.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22563936
  
  I am rejecting this response because: It has become painfully obvious that my inability to find and contact anyone for nearly eighteen months to complain about our situation is Marriott's way of ignoring the truth... that their sales team will do anything to convince an owner to agree to what they say.  Their motive to create, execute and then defend themselves against a scam that takes advantage of long standing owners is despicable. Both of their responses from the BBB's inquiries was met with obstinance, ignorance, and the inability to admit their deplorable tactics to create false scenarios for profit. The decision to deny our request to buy back this con job is deplorable and shows just how little they value their owners.. Of course you could do the right thing, and offer us a amicable and reasonable solution, but have chosen to hide behind a contract that represents very little truth of what was actually discussed. The ten day rescission doesn't give owners time before the reality of what was signed versus what was discussed. We were conned out of $16,000 for what? There is no online information regarding how to use this Flex Contract. This has soured our relationship with Vistana, and ultimately they will lose a valued customer. Thanks for conning us, ignoring our complaints, and then taking the low road. all for the almighty dollar.  
  
  Sincerely,
  
  *** P *******

  Customer Answer

  Date: 12/09/2024

  Vistana/******** continues to hide behind a coerced and totally different than was discussed contract that was flown through our presence for signature. Sure we could have spent hours reading every page of a 50+ page contract, which would have added hours of drudgery to an already tense and manipulated meeting that had taken double the time we were told at check-in. They fail to address the pressure tactics and untruths that were used to manipulate us, giving us little choice but to reluctantly agree. Their attitude when we expressed concern to our lack of understanding was awkward and  ultimately forced us to make a choice we didn't need to. Yes we have recently stayed at Vistana ********** last April proving we were happy with our current Fountains II contact, and did not need anything more. We have not used any of the so called enhancements of this Flex contract, that are purported to give us a better experience. They don't explain the lies that led us to believe the contract we were signing was to absorb the existing contact giving us one enhanced contract, not two separate contracts, each with their own annual maintenance fees. Their inability to admit that we were unfairly convinced to commit to something we didn't need, and haven't used, and actually have the audacity to want reparation for, to this injustice.Their total dismissal of our dissatisfaction of this situation is chilling and their complete absence of assistance to rectify this issue greatly exacerbates belief that this was their motive from the beginning. Their persistence to adhere to a signed document and ignore everything else is typical of big business today.  A direction I expect will someday backfire.Doing the right thing doesn't mean anything anymore. Your shareholders will be so proud...       

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been owners with this vacation club for over 30 years. We have upgraded many times along the way, and currently pay $3200 a year in maintenance fees for the 2 units we have available to book for 1 week a year. We had reservations for the week of September 15th that we called to cancel today due to my wife being hospitalized over the weekend with heart issues. She will need surgery in the next few weeks which will render her unable to travel for quite some time. When we called to cancel, we were told that not only would we lose the ******* points we used to book the reservations, but the maintenance fees could not be refunded or applied to the next year. The representatives were completely unwilling to work with us regarding extending our points beyond the current year. They said because I was beyond the 6/30 date for banking points, there was nothing they could do. Given the emergency nature of the situation, and the number of years I have been paying into the club, I find their lack of compassion completely unacceptable. The supervisor told me there was no one else available to speak with, and I should have purchased travel protection. I would like to get some resolution that would allow me a refund or extension of points.

  Business Response

  Date: 08/30/2024

  We are very sorry to hear about *************************** recent medical emergency and wish her a rapid recovery.

  In review of ************************** account we see that he owns ******* StarOptions in the Sheraton Flex Program.  Two reservations were cancelled at Sheraton Broadway resort on August 29, 2024.  Each reservation was funded with ****** StarOptions.  Because the reservations were cancelled within 60 days of arrival, those StarOptions have become restricted and can only be used to fund a new reservation within 60 days of arrival.  The StarOptions are scheduled to expire at the end of 2024, they cannot be banked because we are well beyond the banking deadline and because they are restricted.

  Maintenance fees are paid to the Sheraton **************** at the end of each year with funds dispersed to the properties that make up the Sheraton Flex Program at the beginning of the following year.  For example, ****************************************************** the Fall of 2024.  Maintenance fees are used for all of the day-to-day expenses required to operate a large-scale resort.  Utilities, staffing, activities, landscaping and villa maintenance are all funded by maintenance fees.  For this reason, we are unable to refund ************************** 2024 maintenance fees.  

  Understanding that ********************** is unable to travel this year, his best option is to assign his expiring StarOptions to **********************.  The StarOptions can be used to arrange ********************** deposits that can be used sometime over the next 2 years to plan a different vacation stay.  Each deposit is valid for a 7-night vacation stay and reservations can be requested up to 12 months in advance.  ********************** reservations are honored subject to availability through the exchange program.  To get started ********************** is encouraged to contact *************** at ************.  *************** can assist ********************** with assigning his expiring 2024 StarOptions to **********************.  He can also use his expiring StarOptions to arrange resort credits or to purchase a travel protection policy.  

• Initial Complaint

  Date:08/20/2024

  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 purchased a timeshare with the Sheraton ************* (account number: ************* on June 11, 2022, for $11,250.00 which included ****** annual star During the purchase, I was informed that I could cancel the timeshare anytime without penalty, and that the Sheraton ************* would buy it back. Additionally, I was told that the annual *** fee would be $450.00 but I was actually charged $547.50 on the invoice and I just received a letter from ***************************, President announcing 14.9% increase of the *** for 2024 bring it to $629.08. Furthermore, an additional *** fee of $240.00 was charged without prior disclosure (Refer to pages 6 - 7 of the contract). Despite my complaints made after being invoiced for a second *** fee, I was still required to pay it (Refer to the attached file called "Additional ***").Moreover, I was misled about the loan rates; I was originally quoted 4.6%, but the actual rate turned out to be 14%, significantly higher than what was verbally communicated (By the way, they do not provide you adequate time to read the contract).Over the past two years, I have been paying $160 per month towards the loan, yet I still owe $10,626.44, which I consider to be extremely unfair. When I calculate the total expenses, including the down payment, monthly loan payments, and *** fees, I can demonstrate how I was scammed (Refer to the explanation below).Upon sending an email requesting contract termination, their response indicated that I would need to pay the full loan amount, along with a $787.50 for the two *** fees of 2024, to proceed with the termination. They also mentioned that the entire process would take 120 days to complete. I strongly feel that I am being taken advantage of in this situation, which I find completely unacceptable. See letter attached.

  Business Response

  Date: 08/21/2024

  We are disappointed to receive this complaint from ****************.  Our records indicate that **************** purchased ****** StarOptions in the Sheraton Flex Program on September 11, 2022, with 2024 first year occupancy.  She also received ****** StarOptions as a first day purchase incentive.  In the short time that she has been an owner, **************** has enjoyed two vacations. The first was for 4-nights at The ************* and her second stay was for 6-nights at Sheraton Vistana Villages.  

  All costs of ownership including maintenance fees, the $240 annual club dues, and loan details were fully disclosed to **************** at the time of purchase.  Maintenance fees are clearly outlined on the first page of her purchase agreement.  *********** Dues are clearly disclosed within her Purchaser's Acknowledgement Checklist.  Lastly, all of the pertinent information coinciding with her mortgage financing (loan amount, term, interest rate, and payment) were fully disclosed within her Closing Disclosure documents.  **************** was provided with a 10-day rescission period during which time she could have cancelled her purchase for any reason.  Once the closing has occurred it is not possible to cancel the transaction.  

  The Sheraton Flex Program is made up of inventory at nine different Sheraton ************* resorts.  Each of these resorts have their own ********************************* that determine the operating fee and reserve funds necessary to keep the resort at the Sheraton brand standard.  Sheraton Flex owners pay an average of the maintenance fees assessed at the nine component resorts.  

  We are unable to honor ******************** request to cancel her purchase.  She received all of the information necessary to make an informed purchase decision.  If **************** would like to relinquish ownership of her Sheraton Flex points, she is welcome to list them on the external market for a price that she deems fair and reasonable.  The process is no different than selling a home or any other form of real estate.

   

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22170604
  
  I am rejecting this response because: Absolutely nowhere in my contract mentions a second ***. As you can see in the attachment, there is only one ***, and it is much less than what they ended up charging me (please refer to the previous attachments). Additionally, they are planning to increase the *** fee by 14% for this year. I feel like I have been scammed, and I am prepared to take further action to seek a refund and to cancel my timeshare. They deceived me by promising to repurchase my shares at any time if I decided to exit the agreement. The way they misled me into the purchase is appalling.

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

  Business Response

  Date: 08/28/2024

  The relevant pages from ******************** sales contract have been attached.  The first page of her Purchase and Sales Agreement clearly disclosed the annual maintenance fees assessment. We have also attached a page entitled "Vacation Ownership Use Notification".  This document also discloses the maintenance fees and network fee wherein it states: "In addition, Network members are responsible for paying Network dues, beginning in the year 2024."

  Business Response

  Date: 08/28/2024

  Purchase documents attached.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22170604
  
  I am rejecting this response, I am looking for a time share lawyer
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/07/2024

  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.

  **8 November 2023****************************************** ************************************ *******************************************************************************To Whom It May Concern,My wife and I purchased a timeshare from Sheraton Broadway Plantation years ago and upgraded it over time without issues. In April 2023, ********************** offered us a special deal, claiming it would merge with our Sheraton timeshare, resulting in a single payment for maintenance fees and another for the mortgage. We were assured by the salesman that this would be the case.After closing the deal, we discovered we had to make separate payments for both timeshares. Despite numerous attempts, we couldn't reach the salesman again, and ********* corporate office offered no help, suggesting foreclosure instead.We were rushed into signing an 85-page contract and now face monthly payments of about $600 and $270, plus maintenance fees of approximately $3,000 and $1,500, respectively. We feel misled by the promises made during the presentation and have maintained all payments. We are also, over 60 years old.Best regards,************************************ ********************************

  Business Response

  Date: 08/08/2024

  Our organization has received a similar complaint from ****************** through the Florida Attorney General's Office.  His complaint was responded to via the attached letters dated June 20th, July 2nd and July 30th.  Please review the attached letters for our reply.  At this juncture our position on this matter has not changed.  

• Initial Complaint

  Date:07/21/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May ********* am writing to formally request the cancellation of my timeshare contract with Sheraton Vistana, entered into on 8/17/22. During the presentation, promised to last 90 minutes, my partner ****** and I endured an exhausting 5-6 hour session. This prolonged duration left us mentally drained and hindered our understanding of the terms presented.**** (contactable at **************), who conducted the presentation, utilized aggressive tactics to portray the timeshare as a lucrative investment due to the Sheraton-Marriott merger and other benefits. However, our experience since signing has starkly contrasted with these promises. Attempts to utilize the timeshare have been futile due to severe availability constraints, contradicting claims of flexibility and convenience.Given these circumstances, I request a swift cancellation of our timeshare contract with Sheraton Vistana. I also seek an end to any associated charges or obligations.Sincerely,*********************************

  Business Response

  Date: 07/23/2024

  Our records reflect that ********************** acquired ****** StarOptions in the Sheraton Flex Program on August 17, 2022.  Sales previews are scheduled to last approximately 90-minutes; however, additional time is required if a guest decides to move forward in the sales process.  Additional time is necessary to create the sales documents and to go further into the finer aspects of the vacation ownership program.  

  Each purchaser is provided with a 10-day rescission period during which time they may cancel for any reason.  If ********************** felt pressured or coerced into her purchase, then she could have cancelled during the 10-day cooling offer period.  Once the purchase is closed, it is not possible to undue the transaction.  The vacation ownership interests that ********************** acquired are considered to be a form of deeded real estate.  In order for the deed to change hands ********************** would have to satisfy any mortgage or maintenance fee debt associated with the vacation ownership interests.  ********************** is welcome to list her Sheraton Flex Points for sale on the open market for a price that she deems fair and reasonable.  The process is similar to selling a home or any other form of deeded real estate.  

  We have a team of Vacation Advisors who are dedicated to helping our owners maximize the use of their Sheraton Flex Points.  If ********************** would like assistance with reservations, she is welcome to contact our ********************* at ************.  ************* hours of operation are Monday through Friday from 9:00 AM to 8:00 PM eastern and Saturdays from 9:00 AM to 5:00 PM.

  Customer Answer

  Date: 07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* And ******************************* And Fudge

• Initial Complaint

  Date:07/18/2024

  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.

  To Whom It May ********** name is ***********************, and I ***own timeshare weeks with ***************************** at Sheraton, where we have been loyal owners for over 30 years. Our ownership includes week 2, week 3, and week 12, all fully paid for several years ago.Since the merger with Marriott in 2017, we have felt pressured to upgrade in order to maintain our status within Sheraton. In May 2022, despite consistently declining previous upgrade offers, we were enticed with what we believed to be a beneficial deal: the ability to use any Marriott property with ******* points per year, allocated from our 3 weeks. However, after agreeing and paying $15,000 plus interest, we only received ******* points, falling far short of what was promised.In August 2023, during another vacation, we were again lured into a purportedly brief meeting that stretched into a 3+ hour sales pitch. We were told upgrading was necessary to preserve our Sheraton status, with promises of incentives like waived maintenance fees for 2024. Shockingly, we were later informed of a $37,000 cost, totaling over $70,000 with interest, a detail never disclosed during the coercive sales process.Despite numerous attempts since August 2023, including over 50 phone calls seeking clarification and resolution, we have received no response regarding the exorbitant costs or future maintenance fees.We are now requesting the cancellation of contract ********** and a return to our original 3 fully paid weeks. We continue to fulfill our financial obligations in good faith, hoping for a fair resolution that acknowledges the misrepresentation and financial burden imposed upon us.After over three decades of loyalty to Sheraton, we expect a prompt and equitable response to this matter. We look forward to your timely resolution and appreciate your attention to this urgent issue.Sincerely,***********************

  Business Response

  Date: 07/23/2024

  We are very sorry to receive this complaint from ************** after being an owner for so many years.  Our records reflect that on August 2, 2023 ************** entered into an upgrade agreement, deeding back two weeks at Sheraton Vistana Resort and a Sheraton Flex package worth ****** StarOptions to a new Sheraton Flex Points package worth ******* StarOptions.  All of the financial components of the purchase including maintenance fee costs, equity, new mortgage (including payment, interest rate and term) were fully disclosed to ************** on the date of purchase.  Copies of ****************** closing disclosure documents and ***************** checklist can be provided upon request.  

  Unfortunately, it is not possible to honor ****************** request to reinstate her former ownership.  Currently, ****************** week at Sheraton Vistana resort equates to ****** StarOptions, combined with her new purchase of ******* StarOptions she has a total of ******* StarOptions to use on an annual basis.  ************** also has the option to elect her StarOptions to ABOUND Club Points that can be used as a direct currency to plan vacations at several ********************** resorts, subject to availability.

• Initial Complaint

  Date:07/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is being reported inaccurately as a mortgage foreclosure. I have requested verification of the information about this file being a mortgage and the request has not been verified. It was in dispute with Experian since 2022 without any resolution from the creditor.

  Business Response

  Date: 07/08/2024

  Although we are sorry for ****************** expressed concerns regarding credit reporting of the default and ultimate foreclosure of her Sheraton Flex vacation package purchase in August 2018 (contract #******), we appreciate the opportunity to look into the matter.

  We reflect ****************** June 28, 2024, correspondence, which ***********************************, Customer Advocacy Manager, responded to.  The account records reflect a default on the loan, which resulted in an ultimate foreclosure facilitated by ******************************* LLC. reflected in our system on January 31, 2022.  In accordance with the Fair Credit Reporting Act, we report information as accurate to the credit bureaus and are unable to alter such reporting.

  Again, we are sorry for ****************** dissatisfaction.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21954951
  
  I am rejecting this response because: it is coming up as a mortgage foreclosure and it is not real property these are prepaid points. When I signed up years ago the information was not presented as a mortgage. Also, I was informed this file was sold and charged off. I am requesting for the foreclosure to be taken off the file. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/10/2024

  In accordance with the terms of purchase, the Sheraton Flex vacation package is a deeded vacation interest. Also conveyed at the time of purchase were the terms of the mortgage that disclosed that in the event the borrower fails to make timely payments under the obligations secured by the mortgage, may be foreclosed, resulting in the loss of the property.  As the information reported is accurate, we would not alter said reporting.

• Initial Complaint

  Date:07/06/2024

  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.

  I purchased a timeshare via a 3rd party in 2023. I was granted use of the property for 2023 until the paperwork was complete. This was signed by myself and the seller, notarized and delivered to Marriott. When trying to stay, Sheraton stated there was no reservation and that I would not be able to stay. They stated that the reservation had not been confirmed. The owner stated that the reservation was confirmed and had a reservation number. So, year one that was supposed to be mine was not --I'm pretty sure they rented it out instead as it is Thanksgiving week. 2024 I received notice around March/April that the account (listed in the wrong name) was in arrears. I then received notice that letter was a mistake. I had to request a copy of my ownership documents--as I was not informed that the property was transferred to my name. This was mailed to me--I have the post marked envelope on May 30, 2024. I then received an email on May 31 for use in 2025. This should be due by January 1, 2025. Instead, I'm receiving notices that I'm about to lose the week and additional feels. I have now received documents and fees and supposedly lost the use of my week for 2024 and the options for 2024? What exactly am I paying for if not use this year? If use doesn't start until 2025--then I'm not due to pay until January 2025. With no notice of ownership or documents, this is not right. The emails show that I requested a status update in Feb. 2024 and was told it would take about 4 weeks for Marriott/Sheraton to respond. They did not--until I reached out and then received those documents at the end of May. The 2024 week or options is not showing up in my account. I am paying almost ***** to access nothing? I want 2 weeks of acccess-which I have been denied. I would also like my account correctly maintained and due date/use accurately depicted. I own several timeshares with Sheraton and have never had these problems.

  Business Response

  Date: 07/09/2024

  We appreciate the opportunity to respond to **************** concerns surrounding her third-party purchase of a vacation ownership interest at ***************** at ******** and apologize for her ongoing resolution efforts.

  A review of the account reflects that **************** first-year occupancy begins in 2024.  As the previous owner had use rights in 2023, there is no usage remaining that ************** would be able to access.

  Our office had the pleasure of connecting with ************** to review her account, confirming that 2024 is her first year of use.  We were also able to review the balance of Staroptions remaining and offer to provide a banking exception if ************** would like to move her Staroption balance to 2025.
  

  Lastly, we are pleased to provide a waiver of late fees and interest on her 2024 annual maintenance fees as the owner has made payment of the 2024 annual maintenance balance.
  

  It will be our pleasure to further assist ************** in the use of her ownership.

• Initial Complaint

  Date:06/25/2024

  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.

  The transaction occurred on March 27, 2024 when we purchased a timeshare for $18,146 from Sheraton ************** As a condition to signing the contract, Sheraton ************* made several promises which were unfulfilled:1) We were told the amounts for the redemptions were locked in based on the size of the place and the number of nights there were no other factors that impacted the number of points needed. We were told for the amount we purchased this would allow us to go away for 3-4 weeks. In truth, these points were only for Getaways, which could only be booked two months in advance. The amounts for redemptions were otherwise variable based on the size of the place, number of nights, and property. These are deceptive sales practices.2) We were told they would throw in an 8 day/7 night stay anywhere in the world as consideration for signing the contract. ***** showed us the Ritz ******* in ************ and said he recommends we choose this for the vacation theyre giving us. To date, despite multiple e-mails with ****, *****, and their boss *************************, we still have not received the 8 day/7 night vacation. Later, we found out from ***** that this was for a one week exchange on Interval, were still not sure what that means but it is not what we were told we would be receiving in consideration for signing the contract. When we spoke to ************************* (see below), he also confirmed that what **** and ***** told us is a lie. This is completely deceptive sales practices. 3) We were told they would also throw in ****** bonus points for the first year as consideration for signing the contract with no restrictions. While we received the ****** points, we were not told that there were severe restrictions on how and when these points could be used. This is completely deceptive sales practices.To date, Sheraton ************* will not respond to our emails, and when we call the customer support line they hang up on us.

  Business Response

  Date: 07/01/2024

  We are very sorry to receive this complaint from ******************.  Corporate Customer Advocacy Manager, ***********************************, has made an initial contact with Mr. and *******************.  ******* is currently working with the sales leadership team at Sheraton Vistana Villages.  She will serve as Mr. and *********************** primary point of contact until this matter is resolved.  Mr. and ******************* have *******'s contact information and they are encouraged to reach out to her directly if they have any further questions or concerns in relation to this matter.

  Customer Answer

  Date: 07/11/2024

  I spoke to the business and they said it would take up to 3 months for refund. I do not trust them, this complaint should remain open until they resolve appropriately. Please adjust.

  Customer Answer

  Date: 07/15/2024

  Date Sent: 7/11/2024 8:01:00 PM
  I spoke to the business and they said it would take up to 3 months for refund. I do not trust them, this complaint should remain open until they resolve appropriately. Please adjust.

  Business Response

  Date: 07/15/2024

  *********************************** from our corporate **************************** is still working as ********************** advocate.  She will continue to work with ****************** personally.  The BBB only allows our organization 10 days to issue a response; however, ****************** may refer to our internal case # ****** during his ongoing dialogue with ***********************************.

  Customer Answer

  Date: 08/07/2024

  Hello - Marriott has stopped responding to my e-mails on this. I would like to reopen the request as *********************************** from the Office of Customer Advocacy has stopped responding, has not given me an update in over a month, nor have I received reimbursement from Marriott.

  Customer Answer

  Date: 08/08/2024

  Date Sent: 8/7/2024 4:29:17 PM
  Hello - Marriott has stopped responding to my e-mails on this. I would like to reopen the request as *********************************** from the Office of Customer Advocacy has stopped responding, has not given me an update in over a month, nor have I received reimbursement from Marriott.

  Business Response

  Date: 08/19/2024

  *********************************** is continuing to work with *** and ******************* in relation to their reported concern.  The purchasers have been asked to be patient as a thorough investigation is currently underway.  ******* will follow up with *** and ******************* directly to provide them with an update regarding the resolution to this matter.  If *** and ******************* have any questions in the interim, they are welcome to contact ******* directly at ************.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We upgraded our Sheraton plan last December. A part of the upgrade involved a refund for our maintenance fees that we already paid. We closed on December 26, 2023 and have yet to receive our refund. Every time we call we get a different response as to why we have not received our refund.

  Business Response

  Date: 06/05/2024

  From: ************************** (MVCI)
  Sent: Wednesday, June 5, 2024 11:57 AM
  To: ********************
  Subject: MVW Executive Office
  
  Good afternoon ************,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of the Sheraton ************* brand.
  
  In review of your purchase history, I understand that you recently upgraded from ******* StarOptions to ******* StarOptions in the Sheraton Flex Program.  The new purchase transaction closed on January 5,2024. 
  
  I have reached out to our sales administration office regarding your inquiry about 2024 maintenance fees that coincide with the ******* StarOptions previously owned in the 2024 use year.  To qualify for any type of maintenance fee refund none of those ******* StarOptions could be used for reservations. 
  
  I will be sure to follow up with you just as soon as I receive a response from our sales administration office.
  
  Thank you for your patience in the meantime.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE