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  Premium Destinations, LLC

  100 E Granada Blvd Ormond Beach, FL 32176

• 

  Premium Destinations, LLC

  110 E Granada Blvd Ormond Beach, FL 32176-6603

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

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a wholesale vacation club membership stated to cost $376/week if scheduled ahead or the prices for vacation hotel stays are cheaper than online discounted prices on Kayak, priceline etc. It was a high pressure sale, available that day only. There was a disparity in my package and my friends package that they changed mine to match hers for a total of $5,000. After numerous times trying to book a vacation but nothing available or the prices were the same as Kayak, I realized it was a high price scam. I tried and tried to call but no response from ******************* or the office. I received a call from ***** in March asking for a payment. I told her it was a scam because I couldn't book anything and no one would return my calls. She said she would have corporate call me. She called back in April and asked if anyone called me I said no so she said she would have someone from corporate call. I late *********************** called and told me I had to come back to Ormond Beach. He would help me book a vacation. When I got there May 29th he spent the whole time telling me he was sick, hospitalized etc and that why no response to my calls. Agreed to waive the $200 membership so I could use the site and book. It didnt happen. He will not return my calls. ***** left message threatening to report to credit Bureau if I dont call back but calls dont go through-just get a continous ring

  Customer Answer

  Date: 07/26/2024

  Documents are in this link

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

  There was an issue with original contract which is what I have. My friend ************************* and I were supposed to split a membership. She pay half and I pay half. I later found out they charged me $3490 more than her. They adjusted the contract price to $5000 (same as hers) with payments of $69/mo. I tried numerous times to book and get assistance from ******************* as I was instructed to call him. He did not return my calls. All payments were made on time until bank deactivated the card due to loss. No one ever returned my calls

  Customer Answer

  Date: 07/26/2024

  Documents are in this link
  *******************************************
  There was an issue with original contract which is what I have. My friend ************************* and I were supposed to split a membership. She pay half and I pay half. I later found out they charged me $3490 more than her. They adjusted the contract price to $5000 (same as hers) with payments of $69/mo. I tried numerous times to book and get assistance from ******************* as I was instructed to call him. He did not return my calls. All payments were made on time until bank deactivated the card due to loss. No one ever returned my calls until they wanted more. 

  Customer Answer

  Date: 07/26/2024

  Original problem was contract written wrong but they corrected it. But I could never book a vacation and I made numerous calls to ***** as instructed. He failed to respond until 2 months of ***** telling me corporate would call me back because I told her it felt like a scam. I bought a package and couldn't use. ***** responded and we met in June and he said he would get my membership activated (waive $200 fee) so I could book a vacation but that never happened. Instead ***** called me last night at 8:30pm. Conversation was her talking in a yelling tone and volume. I asked she treat me with respect (to make a long story short) and to call me after she confirmed with *****. She yelled again and said I tell you what I'm going to do, I'm going to default your contract and affect your credit . *** and hung up without me being able to say anything

  Customer Answer

  Date: 07/29/2024

  Date Sent: 7/26/2024 6:54:37 PM
  Original problem was contract written wrong but they corrected it. But I could never book a vacation and I made numerous calls to ***** as instructed. He failed to respond until 2 months of ***** telling me corporate would call me back because I told her it felt like a scam. I bought a package and couldn't use. ***** responded and we met in June and he said he would get my membership activated (waive $200 fee) so I could book a vacation but that never happened. Instead ***** called me last night at 8:30pm. Conversation was her talking in a yelling tone and volume. I asked she treat me with respect (to make a long story short) and to call me after she confirmed with *****. She yelled again and said I tell you what I'm going to do, I'm going to default your contract and affect your credit . *** and hung up without me being able to say anything

  Customer Answer

  Date: 07/30/2024

  Here is a copy of the original revised contract. After $3400 initial payment, auto payments were made until I lost my credit card. I was never able to get a call back until the payments stopped. I took this opportunity to get them to help me book a vacation since I could not get help all this time. But they  didn't/wouldn't/couldn't making me believe they had scammed me of my money all this time.  It was after they did not assist me in making good on being able to book vacations that I decided to file complaint

  Business Response

  Date: 08/14/2024

  ********************** came to our presentation with her friend and they both purchased vacation packages on 03/31/2023 .When we were preparing the documentation for both of them on two 4 star packages, her friend decided to go to a smaller package, stating the 4 star package was just to much for her. At that time we prepare her friend a 2 star package. ********************** signed and dated and paid the down payment of $3400 and agreed to monthly in house payments of $154.73. On 04/05/2023, ******************* spoke to ********************** and she stated she spoke to credit union and it was okay to hard charge the $3400. On 04/26/2023, ********************** called regarding some questions on gift from ******** and ***************** spoke to her and assisted her and she was happy and then ask ***** for a tutorial and he replied to call back when she wanted to schedule an appointment. She was just recently retired. On 05/10/2023, ********************** called in upset, because when she was here she and her friend both purchased in her words the same program.(Which is not true, because ************ went over their the program and paperwork at the same time) we tried to explain that they originally did, but before they went to deeding her friend changed her package to a 2 star not a 4 because she could not afford the higher package. ********************** insisted that she too was supposed to have the 2 stars at the lower price. She said that if we do not give her the lower package as she was supposed to have then she was going to go to the attorney general, because her friend has her worksheet that shows 4 stars and a price of $5490. It is not signed, because that was the old worksheet her friend had at first and it was changed to a 2 star package. She is threatening us and we did nothing wrong. Attached you will have the documents ********************** signed. I convinced her that this was incorrect and it was a 2 stars for her friend. So she said she would call it even if we lowered her price and package to the same and her friend ct# ******... We lowered her package to 2 stars for $5490.00 keeping the deposit the same and her In-house Finance Payments are now $63.54 for 48 months. We emailed her the documents and received them back on 05/31/2023. On 06/10/2023 she auto paid each month and every month, until 03/10/2024. We record all phone calls for quality assurance. Not once did she call. So we (*******) called her on 03/11/2024 to let her know her payment did not go through and she became irate over her balance. She signed paper stating she was aware of the 19.8% interest. When then she ask for a call back from a Manager stating she would be back from ************ next week. I spoke  ******* and ************ and I went to the owner of the company and he agreed to remove all interest and she would not have interest at all. ************ and ******* reached out to ********************** several times on 03/20/2024, 03/25/2024, 04/07/2024 and on 04/12/2024, she told ******* it was not a good time her Mother passed away and she was not thinking about program.  We waiting and ************ reached out to her again on 05/05/2024, she told ************ again her Mother had passed away and she would like to come in and go over program again. He said absolutely, he scheduled for the 22nd or 23rd of May, however she postponed until the 29th. She had a lot of questions, but ************ did a thorough job explaining the entire program again with her. Then she ask him to waive the Activity Fee for her, due to she did not use it. Unfortunately, life happens, this had nothing to do with us and she still has not made any more payments. We have met and exceeded all boundaries for her. She just keeps wanting more. This is not fair to our Business, we did nothing wrong, I emailed her a letter on 07/16/2024 and told her she needed to reply within ******************************************************************* email. I called on her 07/25/2024 trying to work something out with her and she started threatening us to lie on us and to even stated we are a scam, while she was on the phone with  me she stated she could not find anywhere to go in ******* and I went to the website and pulled up multiple places in *******, she is being untruthful, because she cannot bully us again for something else. This is morally wrong. 

  Customer Answer

  Date: 08/18/2024

  See attached summary (their response is unsatisfactory) 

  It is true my friend and I attended a presentation. We both bought a package that was split half and half. ***** did talk to us separately while the other was in the room but we did not view each others plan. Later I discovered my friends package was for a lower price. I called back and asked to be given the same package. There was no tension or dispute with whomever I talked to. They agreed to revise my paperwork to the same price. Threats were not made as falsely stated in the response. I never knew calling the attorney general was an option nor was there a need to call anyone.
  ***** instructed me to call/text him if I had any issues with booking vacations and I followed that instruction. Orsen and I communicated via text and calls. I contacted ***** right after we straightened out the misunderstanding about my package price to get assistance because booking prices were the same as online/Kayak/etc and weekly stays for $376 were unattainable. I never got a return call. In March I was contacted because my credit card did not go through.Relieved that someone called me, I used the opportunity to let the caller from the billing department know I had tried numerous times unsuccessfully to book a vacation. I let her know that it felt like a scam because nothing was as advertised when I purchased the plan. She was polite and helpful and said she would have corporate call me because I shouldnt have to pay for something feeling that way. I told her my mother had just passed and asked if they could call me when I got back home to ******** I never became irate over my balance or and interest rate although I did ask what it was.  Twice ***** called me back 30 days apart. She asked if anyone from corporate had called and both times I told her no. Both times she said she would have corporate call me.   Orsen called me May 8th. He asked me to come back to Ormond Beach. I was under the impression wed do vacation booking together. Ormond Beach is a long drive (about 90 minutes) and I was expecting a visit from my niece so we scheduled a meeting with he and I and my niece. I was expecting to book a vacation with ****** assistance that my niece and I could take together. He spent the majority of our time talking about how he had been sick and that is why he hadnt called me back. He got on the computer for about 5 minutes, told me he couldnt book because I needed to pay $200 membership fee. I asked if it could waive it since I was never able to book and he never responded to my requests for help. I asked him to waive the fee, book me a vacation so I would know everything was legitimate and then I would continue to pay for the plan once I knew it was exactly as advertised when I purchased it.He said he was part owner now buy would ask corporate. He did not respond to my calls about waiving the fee so we could book but did leave me a message on 6/14 requesting new credit card info so they can keep billing me (without any proof to me that I can actually book a vacation as advertised). The reason I filed a complaint with the BBB is I have not been able to use this very expensive vacation package and the company has been unwilling and/or unable to validate my concerns about the validity of the package sold by actually booking a vacation.
  Around 6/25 Candy from corporate called. I addended my complaint via BBB complaint form documenting the call because it was volatile, unprofessional and unconducive to working things out. When I realized I was unable to de-escalate the situation I requested she confirm facts with ***** and call me back so we could work things out when there was no yelling. She responded without taking a breath that she was going to default my account, report me to the credit bureau and have a nice day and she hung up on me. Based on the derogatory false statements I have experienced trying to resolve my concerns, it confirms this is not a company I wish to do business with. Also I received a letter dated 7/16, postmarked 7/25 on 7/27 from my mailbox that gave me 10 days from 7/16 to respond (Uploaded docs). Another example and reason not to conduct business with this company. 

  Customer Answer

  Date: 08/18/2024

  Their response is unsatisfactory. It is accusatory with lots of false information. It ignores the fact that I want a refund because company has been unwilling or unable to prove to me that I have the package as advertised that I purchased. 

  Customer Answer

  Date: 08/18/2024

  Their response is unsatisfactory. It is accusatory with lots of false information. It ignores the fact that I want a refund because company has been unwilling or unable to prove to me that I have the package as advertised that I purchased. 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22038665
  
  I am rejecting this response because:

  See attached summary (their response is unsatisfactory) 

  It is true my friend and I attended a presentation. We both bought a package that was split half and half. ***** did talk to us separately while the other was in the room but we did not view each others plan. Later I discovered my friends package was for a lower price. I called back and asked to be given the same package. There was no tension or dispute with whomever I talked to. They agreed to revise my paperwork to the same price. Threats were not made as falsely stated in the response. I never knew calling the attorney general was an option nor was there a need to call anyone.
  ***** instructed me to call/text him if I had any issues with booking vacations and I followed that instruction. Orsen and I communicated via text and calls. I contacted ***** right after we straightened out the misunderstanding about my package price to get assistance because booking prices were the same as online/Kayak/etc and weekly stays for $376 were unattainable. I never got a return call.  In March I was contacted because my credit card did not go through. Relieved that someone called me, I used the opportunity to let the caller from the billing department know I had tried numerous times unsuccessfully to book a vacation. I let her know that it felt like a scam because nothing was as advertised when I purchased the plan. She was polite and helpful and said she would have corporate call me because I shouldnt have to pay for something feeling that way. I told her my mother had just passed and asked if they could call me when I got back home to ********  I never became irate over my balance or and interest rate although I did ask what it was.  Twice ***** called me back 30 days apart. She asked if anyone from corporate had called and both times I told her no. Both times she said she would have corporate call me.   Orsen called me May 8th. He asked me to come back to Ormond Beach. I was under the impression wed do vacation booking together. Ormond Beach is a long drive (about 90 minutes) and I was expecting a visit from my niece so we scheduled a meeting with he and I and my niece. I was expecting to book a vacation with ****** assistance that my niece and I could take together. He spent the majority of our time talking about how he had been sick and that is why he hadnt called me back. He got on the computer for about 5 minutes, told me he couldnt book because I needed to pay $200 membership fee. I asked if it could waive it since I was never able to book and he never responded to my requests for help. I asked him to waive the fee, book me a vacation so I would know everything was legitimate and then I would continue to pay for the plan once I knew it was exactly as advertised when I purchased it. He said he was part owner now buy would ask corporate. He did not respond to my calls about waiving the fee so we could book but did leave me a message on 6/14 requesting new credit card info so they can keep billing me (without any proof to me that I can actually book a vacation as advertised). The reason I filed a complaint with the BBB is I have not been able to use this very expensive vacation package and the company has been unwilling and/or unable to validate my concerns about the validity of the package sold by actually booking a vacation.
  Around 6/25 Candy from corporate called. I addended my complaint via BBB complaint form documenting the call because it was volatile, unprofessional and unconducive to working things out. When I realized I was unable to de-escalate the situation I requested she confirm facts with ***** and call me back so we could work things out when there was no yelling. She responded without taking a breath that she was going to default my account, report me to the credit bureau and have a nice day and she hung up on me. Based on the derogatory false statements I have experienced trying to resolve my concerns, it confirms this is not a company I wish to do business with. Also I received a letter dated 7/16, postmarked 7/25 on 7/27 from my mailbox that gave me 10 days from 7/16 to respond (Uploaded docs). Another example and reason not to conduct business with this company. 

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

  Business Response

  Date: 09/03/2024

  Madam/Sir:

   

  I tried to go back onto the website to submit my rebuttal to ********************** and was unable. My login had expired. My computer crashed over a week ago and I just got it back. So I will attach my attachments and basically tell you the same thing I did in the first reply.

   

  I can assure you ********************** is not the victim in this case, we are as in my staff. She had a really rough year and she is now blatantly distorting the truth about what has taken place.  I am attaching her account with the notes and dates that things transpired.

   

  As for the availability in our product, well I am sending you copies of that as well. If I could take you onto our website and show you the thousand of weeks over ****** week and hundreds is ******* alone. Plus, we have a button that states if you dont see what you want Request a Vacation Week, I have attached a print screen.

   

  One thing regarding the letter I mailed her, I cannot control the ***** however she got the same letter in her email. I have attached a copy.

   

  Please read the notes in her file and please know that I have went over and above for this member. I will copy and paste my last phone conversation with **********************, and you will see everything I have endured and helped her with over the year.

   

  I called this member, and she was yelling from the start, calling a scam and she has been trying to use the program for over a year and could not find anything. I try to calm her down and ask why she did not do a request? I have GCI pulled up and there are over ****** weeks. I said if you did not see where you wanted to go, you could of done a request. She said ***** did not teach her that. I said it is right on the website. I told her I on the computer now and there are many places in *******, and I was on it yesterday and every week. Then she goes into stating ***** could do it cheaper, I did interrupt her and said ma'am there is no way Kayak can get you an entire week at a resort for under $379. plus, if she was trying to do hotels, we have price match guarantee. Plus, we have been trying to reach you and we do not have any missed calls from her, we record everything. Then that when she stated every time, she would call us, the phones went crazy and could not get a hold of us. I said I never had any messages from you, she said that because the phones were crazy. I said what number were you dialing, and she said the one you called me from. I said ma'am with all due respect I take messages off this phone every day. She changed the subject and said something about going to *****, I told her that was consider a major city and we do not have a Resort in the mid of *****, she then said anywhere. I said ***** I was on the website tonight I was looking at places in *******. I said you must not know how to use the website. She said ***** did not teach her nothing. I said ***** you were just here last month, and he went thru the Program with you. She started again saying she tried to call ***** for a year, and he would never return her calls and that he was in the hospital sick. She wanted me to buy back her star or take them back, so she did not owe anything. I said I cannot do that ma'am we already paid for your membership and monies were dispersed and you owe us for your membership. Then she got loud and when she took a breath, and started talking again I did interrupt her again and stated this is what I will do for you. I will default your membership. All she keeps doing in talking in circles and will not absorb anything I have to say. There was a lot more said, just too much to put into this. I tried to reason with her and was going to wave this year activity fee, but she too nasty and wants to try and manipulate me, waving the fee, well that was not good enough. She just kept making up excuses and lies. I am done. I have a heart condition, and my belief is she is bulling her way through so much already with us. It was okay for her to yell and scream and be nasty, but if I raised my voice so I can get a word in, she was insulted. There is no winning in this. She would say and do whatever she has to do to bully her way now out of this. This is so unfair!!!!
  FIRST, she fussed about her friend winning the 2 extra Expressway weeks and she thought she should get them too. I APPROVED THE 2 EXPRESSWAY WEEKS TO added to her program.
  SECOND, AFTER BEING THREATENED AND BULLIED I APPROVED HER MEMBERSHIP PRICE TO BE DROPPED TO A 2 STAR PRICE. I reduced her package from a 4 Star Price to a 2 Star Price and even left HER THE USE OF THE 4 STARS.
  THIRD TIME, I TOOK ALL THE INTEREST OFF OF HER ACCOUNT and she still wants more.
  NOW SHE WANTS HER ACTIVITY FEE WAIVED. Which I was going to offer, also, to wave late fees and interest (she should pay) however, there will be no other discounts after this. We are sympathetic to her mother passing, but I CANNOT GIVE HER ANYTHING ELSE, BUT TO HELP HER BOOK VACATIONS. I cannot take any more of the abuse . Defaulting

   

   

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22038665
  
  I am rejecting this response because:
  The response is full of false accusations and statements. I do not see how this can be resolved if honesty is absent. I am not, nor have I ever been a threatening, bullying etc person as depicted in these statements that have been deliberately directed at defamation of my character to elude giving me the product I paid for. 

  I have a witness that went to Ormond Beach with me in an attempt to book a vacation. ***** spent about an hour talking about his health issues and 5 minutes to sign on the computer only to say he couldn't book anything without more money. I asked him then to book so I will know it's legitimate and then I would pay. I can't continue to pay and not get what I am paying for. 

  Logically, why would anyone pay ~65% down on a package and about 75% of the total price to back out later without cause?  I am retired, on a fixed income and can't afford to continue to pay for something that I cannot get what I am paying for.  I am not bullying. I am not threatening. I am not rude. I am a good paying, honest customer who has gotten a bad deal and wants her money's worth or refund.

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

   

  Customer Answer

  Date: 09/04/2024

  Complaint: 22038665
  
  I am rejecting this because:
  The response is full of false accusations and statements. I do not see how this can be resolved if honesty is absent. I am not, nor have I ever been a threatening, bullying etc person as depicted in these statements that have been deliberately directed at defamation of my character to elude giving me the product I paid for. 
  I have a witness that went to Ormond Beach with me in an attempt to book a vacation. ***** spent about an hour talking about his health issues and 5 minutes to sign on the computer only to say he couldn't book anything without more money. I asked him then to book so I will know it's legitimate and then I would pay. I can't continue to pay and not get what I am paying for. 
  Logically, why would anyone pay ~65% down on a package and about 75% of the total price to back out later without cause?  I am retired, on a fixed income and can't afford to continue to pay for something that I cannot get what I am paying for.  I am not bullying. I am not threatening. I am not rude. I am a good paying, honest customer who has gotten a bad deal and wants her money's worth or refund.
  
  Sincerely,
  
  *****************************
  
  Information...

  Customer Answer

  Date: 09/06/2024

  The company did not respond to the fact that they failed to assist me to book a vacation as advertised. Period.

  Instead they fabricated and used a lot of negative descriptives to make me look like a problematic consumer. They should have booked a vacation at advertised prices. Their excuses and story are totally irrelevant to what I was sold and what i got; the fact they failed to book a vacation in spite of me taking a 90 mile drive  to get assistance and didn't get it is unacceptable.

  Customer Answer

  Date: 09/06/2024

  Thanks for trying to help. I appreciate it.