Complaints

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

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  Club Esprit

  8121 Center Run Rd Indianapolis, IN 46250-1945

  
• 

  Club Esprit LLC

  4860 Blazer Pkwy Dublin, OH 43017

  
• 

  Club Esprit LLC

  32901 Middlebelt Rd Ste 700 Farmington Hills, MI 48334

  

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:07/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is a scam. Their customer service is terrible. I have scheduled multiple meetings with *** ***** **************** Manager) to get assistance with using my Free Weeks to and I blatantly get ignored with no response. When I have been provided with resort options they are typically low quality and outdated. There is allegedly only one person who has the ability to assist with Free Weeks (***) and her attitude has gone from very helpful and friendly to, nonchalant and rude. I have reached out to her boss ***** ****** who was also previously responsive to my communications and now he also ignores me and doesnt respond to my concerns or requests for assistance. I feel discriminated against because I dont fit the mold of their typical clientele (white, elderly, retired). I also get ignored because I speak up for myself and call out the poor treatment. I pay my membership each month with no delays and somehow I still get mistreated. All Im seeking is to get assistance with booking a quality vacation without all of the roadblocks. I am at a loss and fed up.

  Business Response

  Date: 07/18/2025

  Dear ******
  Thank you for taking the time to communicate with us. We genuinely value all of our members and are committed to providing high-quality service and memorable vacation experiences. That said, it is also important to be transparent and fair in addressing ongoing concerns.
  On February 14, 2024, you enrolled in the Clue Esprit Silver Membership. This includes access to our exclusive portal for booking vacations at cost or at significantly discounted rates, along with (2) two complimentary Esprit Weeks 8-day, 7-night condo stays which are granted based on membership level. As outlined in the terms and conditions, Esprit Weeks are non-cancellable and non-modifiable once booked.
  You booked your first Esprit Week on October 24, 2024, for a stay in **********, **. Your second Esprit Week was booked on December *******. As a courtesy, we made an exception and allowed use of inventory typically unavailable for Esprit Week bookings. This upgrade enabled you to secure an all-inclusive resort stay with a check-in date of June 7.
  On June 2, scheduled appointment with *** to inform us that your arrival would be delayed by a day. We explained that modifications at this late stage were difficult, but we nonetheless worked diligently to get your booking adjusted. We successfully rebooked the resort for a June 8 check-in.
  You scheduled a follow-up appointment on June 3, where you expressed dissatisfaction with the newly secured resort. Despite extremely limited inventory due to the short notice, we again went to work and found a satisfactory alternative. On June 4, you requested your confirmation, which was sent the same afternoon. When you reported not receiving it, it was resent on June 6. Due to the delay and your inconvenience, *** took the initiative to gift you an additional Esprit Week.
  On June 13, you informed us that your flight was canceled due to weather and that your family chose to sleep at the airport instead of using the hotel accommodation you booked on your membership portal. Though the reservation was non-refundable, we again made an exception by crediting you the equivalent value in Club Esprit points. You expressed your appreciation for this gesture.
  You later scheduled a new appointment with *** on June 24 to use the gifted Esprit Week and indicated an interest in booking a cruise. You were advised that cruises must be booked through our reservations team, and you confirmed your intention to contact them instead. On July 6, you reached out again to use your Esprit Week, expressing interest in an all-inclusive for November. *** informed you that Esprit Weeks typically do not cover all-inclusive resorts but agreed to explore upgrade options for you. She secured approval and presented several choices.
  Although July 8 is the only record we have of a missed appointment, *** communicated with you that day and informed you of her scheduled time off. You mentioned using an outdated link to access her calendar. On the same day, *** provided you with new resort options via ********* requested the previously booked resort again, and we reiterated that it was granted under an exception and was no longer available. You agreed to wait for more inventory, but on July 10, you requested more immediate options.
  You also contacted ***** separately on July 9 to request additional exceptions and access to restricted inventory. You were advised that Club inventory is not eligible for Esprit Week use. Since you were already working directly with ***, ***** did not intervene. On July 10, you emailed stating you were not worthy of a response and requested membership cancellation instructions. That same day, you submitted a ****** review, a BBB complaint, and appeared at our sales site.
  Following a conversation with *** and one of our owners,****, you requested 810 resort options a mix of complimentary and upgrade-based stays. On July 11, *** delivered 39 no-cost options along with all-inclusive upgrade options by 5:11 p.m. Your last message to us indicated you would review and follow up.
  We want to emphasize that throughout your membership, we have made every reasonable effort to provide support and in many cases,extended multiple accommodations beyond what the membership entitles. These included:
  Booking with restricted inventory,
  Rebooking and modifying resort stays outside policy,
  Offering a bonus Esprit Week,
  Issuing Club point credits in lieu of non-refundable hotel stays, and
  Providing extensive follow-up and resort options.
  While we are committed to delivering exceptional service, we also ask for respectful, constructive communication. Unfortunately, some of the recent tone and behavior including personal insults forwarded in email chains and attempts to escalate through third parties have crossed that line. Furthermore trying to bully us and making race baiting comments when in fact some of the ownership is African American. 
  We are confident that our correspondence demonstrates our good-faith efforts to meet your needs. We are happy to continue working with you within the terms of the membership program and remain open to solutions that are fair to both parties.

  Customer Answer

  Date: 07/28/2025

  After submitting my claim I drove over to the Club Esprit office that evening located in the ********* area in **** to get some assistance with booking my reservation. I called *** ***** to inform her that I had stopped in for some help and she let me know that the owner **** ***** would be arriving shortly to speak to me. Upon his arrival myself, him, and *** went into an office and I closed the door for privacy. He greeted me and immediately went into the fact that I had filed a BBB complaint and he inquired about a review that my husband left on ******. I confirmed and told him that I simply shared my personal experience. He accused me of bullying them into getting what I wanted which is false as I have a call log and email chain to prove shoe my multiple attempts to request assistance. I told him that his energy was off. He accused me of having an attitude and stated that my body language was off, I responded with him trying to pull the aggressive black woman card. Eventually he stated that the goal was to get me a vacation booked. *** chimed in and discussed the inventory availability, I requested for a email list of properties that had open dates for my intended dates/month of travel. I was advised by **** to ** him in on any emails between *** and I moving forward, and I have honored that request. I left once the convo wrapped up. In conclusion the is definitely a stick together no matter what culture despite treating their consumers poorly. I recently emailed **** and requested to switch my reservation due to an oversight in my husbands schedule. **** got us rebooked for our alternate dates and I was grateful for that and he also informed me that moving forward, no reservation changes were allowed for free weeks I apologized respectfully for any inconvenience.The next day when I was contacted by another *** in the office I have forgotten her name. She stated that she was following up to make sure I had received my reservation confirmation. I confirmed that I did and also told her that I had followed up with **** already and that I had additionally requested a copy or link for the policy to better p***are She proceeded to speak aggressively when I requested for a link or copy of the member handbook to ensure that I am following policy and she caught an attitude and proceeded to speak to me disrespectfully. I dismissed the phone call quickly and hung up on her. I emailed **** the next day to inform him of the incident and still have not received a response. Disgusted is an understatement.

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went in for information and signed up. We were guaranteed that if we decided that the services was not for us that we can cancel at any time with no financial responsibility. And after we signed up and found out that none of the information they provided was accurate. None of the discounts were available when trying to use the services. I called to cancel and they told me that I can't cancel. Purr their contract and I advise that purr the conversation in the documents in the office.We were told that we can cancel with no obligation to continue to pay anything and ******* is over a year later of fighting with them and the money continuously being drafted from our account

  Business Response

  Date: 07/21/2025

  Dear *******,
  Thank you for reaching out. We're genuinely sorry to hear that your experience with your Club Esprit Membership has not met your expectations. Our mission is to create meaningful, positive, and lasting vacation memories for our members, and we regret that you have not felt that value so far.
  On August 20, 2023, you purchased a Gold Membership with Club Esprit and entered into a term contractual agreement. At that time, you received a fully executed Membership Purchase Agreement along with the associated financing addendum. For your convenience, we will be sending you another copy of these documents for your reference.
  As outlined in Item 6 of the agreement, members have the right to cancel within a 3-business-day rescission period without penalty. Item 7 details the obligation to pay monthly Club Dues, which was also reviewed and agreed upon at the time of purchase.
  Upon review of your account, it appears that there is currently a delinquency in your Club Dues. A *************** representative will be reaching out to discuss this further. We encourage you to bring your account current to prevent any potential negative impact on your credit.
  In regard to your concern about ongoing disputes, we were only able to locate correspondence dating back to July 2024. If youve reached out through other channels, wed be grateful if you could provide those details so we can better understand the full scope of your concerns.
  Please know that our team is committed to working with ******* of our *************** Agents will follow up to explore possible solutions and options that may better suit your current needs.
  We appreciate your time and hope to get you current on your payments and hopefully can get you on vacation. Thanks 

• Initial Complaint

  Date:04/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing this complaint to formally request the cancellation of our ********************* membership and to dispute the remaining balance. Although we signed a contract, we were misled during the in-person presentation. We were rushed to make a decision under pressure, and sales representatives hovered over us, making verbal assurances that contradicted the written terms.Misrepresentation at Point of Sale:We were told we could cancel at any time and would only lose our deposit. We believed we were paying for discount accessnot ownership or long-term obligation. We do not understand how we now owe a balance, especially given the contradictions between what was said and what was signed.Quality of Service and Broken Promises:Our experience with Espirit has been disappointing. During "Esprit Week," we expected to book a destination of our choice, but options were limited to mostly three-star properties. The location we settled on had poor accommodations:We requested a two-bedroom for four people but got a single bed and sofa.The sofa was uncomfortable, the shower didnt work, and many outlets were unusable.This falls far short of what was promised and expected.Deceptive Practices and Hidden Charges:We were required to attend another sales presentation to avoid feessomething never disclosed.We were promised a $100 dining credit, described as a gift card, but instead received minor discounts to limited restaurants.Additionally, we were double charged the first month without warning of auto-debit.Request for Resolution:Due to misrepresentation, poor service, and deceptive practices, we request:Immediate cancellation of our membership Waiver of the remaining balance Written confirmation that no further charges will occur While initially discussed with the business they were rude and unhelpful and our overall experience has left us feeling misled and taken advantage of.

  Business Response

  Date: 05/23/2025

  Response to Complaint from Ms. ************ appreciate Ms. ****** bringing her concerns to our attention and regret that her experience did not meet her expectations. Our team has worked diligently to address her inquiries and provide clear explanations throughout several conversations.
  Regarding the promotional material, Ms. ****** received a $100 ************** Card, as stated in the mailer. This offer does not reference a dollar-for-dollar $100 gift card. The dining savings card is a popular incentive with widespread restaurant participation across the ********** for the membership terms, this is a term-based program, not a month-to-month agreement. While members may request to cancel their monthly dues after the initiation fee is fully paid, this is explicitly outlined in the membership materials. Ms. ****** acknowledged these terms in writing during her enrollment. A digital copy of this signed document has been provided to the Maddens for reference.
  In response to her concerns about the resort accommodations, it is important to note that the properties offered are managed by third-party providers, much like booking platforms such as *******. While we thoroughly vet all our resort partners, experiences may vary. In good faith, and to ensure Ms. ******** satisfaction, we extended an offer for an additional complimentary resort week, which remains available.
  We believe we have taken reasonable and responsive steps to resolve Ms. ******* concerns. Should she need any further clarification or assistance, we remain available to support her.
  Thank you for the opportunity to respond.
  

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We want to end contract early as we feel we have been scammed nothing they offer is beneficial lied about services and discounts . We have compared so many not one time found a deal . And do not have better prices than normal rooms or vacations . Also **** near impossible to get into website as it s entirely to slow making it a task just to view what you bought into . . This is a scam also never received cruise promised and lied about those as well you have to be offered sit through more sales pitches more things to get the free stuff this is a scam and should be stoppped

  Customer Answer

  Date: 03/04/2025

  I just received a email from this company threatening an attorney and using words very dangerous which I take as threatening is this supposed to happen I. This manner as I thought this was a consumer way to reach out safely for issues and concerns ?

  Customer Answer

  Date: 03/05/2025

  Heres more proof that what they offer and dont deliver when signing up . 

  Business Response

  Date: 03/06/2025

  This BBB complaint is false and defamatory.  If you are really looking to utilize the product and not just throwing absurd false statements, then we will be more than willing to show you how to maximize your membership to get the maximum value (which we have monthly member orientations to help members maximize what they purchase and you never signed up for one?).  The below comment, 1. You have never sent us an email or any communication that you cant find competitive pricing vs what the general public has access to?  Thats a false statement because our feeds have wholesale rates. Also, if you are checking on ******* or any other travel aggregator you have to go to the check out page to see the actual pricewhy? because they add in ancillary and additional fees.  2. If you were to find something cheaper (which would really be rare but does happen time to time on non traditional vacation destinations) we have the 110% price guarantee, which you would get back the 110% of the savings by following the process on the website. 3. You have a condo week that came with your membership that you havent even attempted to use yet? That alone has a retail value of $2000. We are the good guys, and I will not tolerate your slander just because you are upset that youre not utilizing the great product you purchased or trying to find a way to get out of your obligation. If you want help you can reach out to *** at ****************************** or ******** at *********************************** or call the number thats all over the place ************ to utilize youre membership. 

  response to the attachment :

  This is not our company. We utilize a third party company to purchase thousands of promotional trips as incentives. According to this email ******** was trying to help her with the company. Per the company Ms. **** was not following the rules of the promotional trip. We would be more than glad to act as a liaison and help Ms. **** take her trip within the guidelines of the promotional trip. 

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Seems the email he sent me using the terms I used very dangerous words threatening me I see he left that out of the one he put on here .  No matter how he explains it anybody can look it up and compare and is is not useful and what they offered was false we were following exactly what they gave us .  So no I am not satisfied and even more dissatisfied with his personal email to me when he was concerned I reached out to BbB it is not worth investing in sorry I will not change my opinion based of the owners threats .   
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you are there they give vague information. They will take your ID. Figure they checked you out completely. Before the sales pitch. Just let them go through the motions. Say no. About 5 times. Tell them now isn't a good time. Say no again. You might be taken to a very small room. Now here's where the real pressure comes in. The last sales pitch will be given. They go from $25k to $15k to $5k all way down to just $350 if you hang in there. Of coarse you are never given the chance to consider. It has to be now, tonight. Never buy anything when they won't let you go home and think about it. Very high pressure sales. Just say no. Oh and the free Cruise forget it. They give you a registration form and request you send Triprezzy a check for $299 for a deposit. Can't use a cc . No that would make it possible to get a refund. Who is Triprezzy anyway? Can't find anything on them @ all. Certainly feel sorry for those who can't say no and end up paying thousands of dollars to these people.

  Business Response

  Date: 02/18/2025

  We take customer satisfaction seriously and would like to clarify several inaccuracies.
  First and foremost, our company offers a variety of vacation membership levels to cater to different customer needs and budgets. The pricing structure is based on the level of access, benefits, and inclusivity of each membership. The $350 referenced in the complaint is associated with a sampler, which is designed to allow potential members to experience our services before committing to a full membership. This is a distinct option and should not be confused with our full membership offerings, which have different pricing tiers.
  Sales Process & Customer Decision-Making
  We want to emphasize that customers are never required to make an immediate decision. While we do offer exclusive first-day incentives, which provide additional savings for those who choose to enroll during their initial visit, a membership can be purchased at any time.
  Additionally,we strive to maintain a professional and informative sales environment,ensuring that all information regarding memberships, pricing, and benefits is clearly presented. We do not engage in high-pressure sales tactics, and our sales process is structured to give customers a thorough understanding of our offerings.
  Trip Rezzy & Payment Methods
  The complaint also raises concerns about Trip Rezzy and the check requirement.Trip Rezzy is a well-established travel provider that facilitates vacation packages and benefits for our members. The $299 check requirement is an industry-standard practice among travel aggregators, as it helps keep costs lower by avoiding high credit card transaction fees. However, we ensure that all terms and conditions are made clear to customers before any commitment is made.
  ID Collection Policy
  As part of our security and verification measures, we may request identification upon arrival and that we are giving the gifts to the right person. This is a standard industry practice to ensure the safety of our guests and maintain the integrity of our promotional offerings.Customers personal information is handled securely and is not used for any purpose beyond necessary verification.
  Promotional Travel Offers
  Regarding the mention of a "free cruise," we offer various promotional incentives, including discounted or complimentary travel opportunities. These offers always come with clear terms and conditions, which are disclosed to customers at the time of presentation.
  Our Commitment to Customer Satisfaction
  We take pride in helping families save thousands of dollars on travel through our platform. Our mission is to make vacationing more accessible and affordable,providing our members with high-quality experiences at a fraction of the price. This complaint was not accurate and customer omitted information we feel intentionally. I am not sure how many complimentary cruises with airfare this customer has taken however this is a great promotion to those who like to travel! 

• Initial Complaint

  Date:01/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We attended a seminar in Nov 2023 and signed up for this program. It was very much a bait and switch. We joined under the guise of discounted airfare and cruises. We wanted to see what types of discounts there truly were while we were there and that wasn't an option with the agent for some reason. We were unable to use the site until after the 3 day ROR and so we've just accepted that we had to pay for it but they've overcharged us on more than one occasion and we can't seem to get anyone to resolve the issue. I spoke with someone last week and now they wont return my phone call. Also Club Esprit doesnt do their own billing so when there is an issue they have no idea what's going on. We're not using nor have we ever used the service. They charged us $5000+ but if we decide we no longer want the membership which is a recurring $30 fee then we are forced to pay the remainder on the loan immediately. No one can explain what Im getting for the $5000 fee and the link I was given for our contract no longer works so I can't present it to our lawyer to work out what we are paying for with this loan. I'd love to cancel this loan. They can keep what I've already paid and Im not interested in a refund. If they want the remainder of the loan paid then I will seek other recourse as there is no value gained in the weird pyramid, Ponzi scheme .

  Business Response

  Date: 01/10/2025

  Dear ******, 
  Thank you for taking the time to speak with *****, one of the owners of Club Esprit. We appreciate the opportunity to address your concerns and provide clarity regarding the issues raised in your complaint.
  We would like to address several points to ensure accurate information is shared:
  Sales presentation and incentives: Club Esprit offers incentives for attending our sales presentations, and we always honor these gifts. No one is obligated to make a purchase during the presentation. Additionally, we showcase live inventory during these sessions to provide transparency and give attendees a clear understanding of the options available.
  Membership activation and access: While it may take a few days to activate your login for our travel platform, new members are contacted by our New Member Manager the day after joining. Our goal is to assist with booking travel as soon as possible, often within a day of purchase.
  Billing issue: Regarding the $29 billing issue, ***** personally contacted you to review the transactions and explained that the discrepancy was due to a timing issue with payment processing. Our *************** team had escalated the matter to our billing company earlier that day, and the overcharge has been fully refunded.
  Missed calls: We have no record of missed calls from you, but we encourage you to reach out again if there are any unresolved concerns. We are committed to assisting you promptly.
  Financing and fees: To clarify, you purchased a $3,000 package with a $300 down payment and selected a financing option for the balance. You have the flexibility to pay off your loan at any time without incurring a prepayment fee.
  Contract obligations: Your claim of wanting to cancel because you have not used the service does not align with the terms of the agreement. Much like purchasing a vehicle, non-use does not negate the financial obligation of the purchase.
  Pyramid or Ponzi scheme allegations: We take such claims very seriously and find them unwarranted. Club Esprit provides a legitimate travel membership designed to help individuals and families enjoy memorable vacations.
  We are proud of the services we offer and the value we provide to our members. Should you have additional questions or need further assistance, please dont hesitate to contact us. We remain committed to resolving any concerns and enhancing your experience with Club Esprit.
  Sincerely,
  ******** *****
  Club Esprit **************** Team

• Initial Complaint

  Date:12/26/2024

  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.

  April 7, 2024 I purchased a Club Esprit ************* Membership. I financed the membership with them and I financed the downpayment with Affirm. I was also provided a free trip, with a 3rd party provider, for attending. And two free (1) week vacations in the ** or Internationally. I was not told that the two (1) week trip locations could not be any location listed on the Club Esprit site or that they would use a 3rd party provider. I chose not to take the initial free trip because the 3rd party provider had terrible reviews, I did not complain to Esprit or ask for any restitution. After several months of various searches, I realized that they did not have great prices and I called to request a cancellation, not a refund. I was told that I would still have to complete my down payment so I decided to wait until I finished the down payment. I called to schedule my free week vacation and was told that I could not just select from the items on the site, but would be emailed a list to select from. I received the list and I would not have selected any of the locations. After reviewing my down payment balance with Affirm, I decided to take a loss and continue to pay the down payment, but cancel my membership. When I spoke with a Representative on Thursday, 12/26/24 I was told that I COULD NOT cancel my membership. I told her that I was told that I could but would have to continue making the down payment. She asked who I spoke with and I told her that I didn't remember, but it should have been recorded because I made an appointment. She said there was nothing that she could do and I could not cancel my membership until it was paid in full.

  Business Response

  Date: 01/10/2025

  Dear ***,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration youve experienced. At Club Esprit, our mission is to create joyful, lifelong memories for our members, supported by excellent customer service.
  We want to address the specific points youve raised to provide clarity:
  Regarding the two one-week trips: You mentioned not being informed that these trips could not be booked at any location listed on the Club Esprit site. This information is clearly outlined in the acknowledgment page of your agreement, which you confirmed with your initials. Please see the attached documentation for reference.
  Concerns with the initial free trip: You mentioned choosing not to take the initial free trip due to concerns about our third-party providers reviews. While many of our guests have had positive experiences with this provider, we understand your hesitation. We wish you had shared your concerns with us at the time, as we would have been more than willing to assist and address them directly.
  Loan confusion: To clarify, when you joined Club Esprit, you agreed to and signed the necessary documents to secure financing. This included using Affirm for your down payment and financing your membership loan through Club Esprit. The agreement specifies that the membership can only be canceled once the loan is paid in full. At this time, your account reflects an outstanding balance of $4,842.84.
  Additionally, our records show that youve successfully utilized Club Esprits services, including rentals and hotel stays, and our team has actively worked to assist you in booking your Esprit Weeks.
  We value you as a member and are here to help resolve any remaining issues. Please let us know how we can assist further to improve your experience.
  

  Sincerely,
  ******** *****
  Club Esprit **************** Team

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair 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.

  My husband and I responded to a promotional letter to receive a complimentary ****** World, Universal Studios, or Sea World Vacation which included 3 days and 2 nights hotel accommodations, four airfare vouchers and four park tickets. Our appointment was on 8/25/2023. We had 6 months from that date to register our voucher, and were to travel within one year from the registration date. We registered our voucher on 11/20/2023 and booked our flight/hotel on 7/15/2024 (traveling October *****, 2024...only 2 of us). We have complied with their deadlines and paid the deposit. At the time of booking the flight/hotel, I told them that we wanted to go to ************. It was then that I learned that our certificate was only for the flight and hotel. I've had email and phone conversations with the manager of the customer service department of ********************** seeking to get the promised one-day pass into the theme park. I'm being told that because I've already booked my flight/hotel, they can't change the certificate. I just want the full complimentary package that was promised in the letter (see bold letter in the attached photo).

  Customer Answer

  Date: 08/15/2024

  Club Esprit has given us a check that will cover the cost for my husband and I to purchase a one-day ticket to ****** World. This is what we were looking for so are satisfied. No further action is needed thank you!

  Business Response

  Date: 08/16/2024

  The guest switched promotional offers when they came to the presentation and wanted the 48 states and airfare offer and didn't chose the ****** offer. As a sign of good faith and our customer focus philosophy I will go ahead and authorize the team to pay for two tickets. **** will reach out to you with the details 

• Initial Complaint

  Date:07/29/2024

  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.

  run away and dont waste your time. The gift cards are not actually gift cards and the cruise is another scam. You have to chase After some company that might give you a phone call after a few months and you have to pay a big deposit and a lot of taxes. scam, scam scam, run away. We received a certificate to redeem online. That put us in a weeklong queue to receive an email to select our preferred dates. Then we had to wait ***** days for a phone call to schedule a time to talk about the plans.They promised 2 gift cards of $100 each for restaurants but its a scam. Its not actual real money. It just gives you the option to get some discounts. Another scam of these criminals.Absolutely not worth it.

  Business Response

  Date: 08/12/2024

  We received the complaint from the consumer the very next day he attended the presentation. Before he came down, he received the direct mail piece that I have attached that says its a $100 dining savings card not a $100 gift card. Also we make consumer aware oof the taxes and fees three times before they come to our open house. Once in the mailer, second when they call us, we discuss in detail the amount they have to pay (which is recorded) and third they (consumer) receives a confirmation letter prior to coming down that covers all the details and requirements. I also have a copy of the recording that we covered this on the call. We will like this gentlemen is being deceptive, slanderous and disingenuous. This customer never registered his cruise or did anything (I spoke with the travel agency to confirm).  I will have management reach out to him one more time to see if we can come to a resolution.    

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They promised gift cards, and thats a lie. You can listen to the recordings.

  They also promised cruise for taxes cost only, which is another lie. Since they already lied first time, I didnt want to risk paying the taxes and signing up for the cruise. I read a lot of bad reviews on them, so Im sure the cruise is another scam. 
  They delayed us as much as they can with giving us all that was promised.

  Im sure many people fall to their scam. They should be closed down immediately.
  
  Regards,
  
  Elad Aviran

  
  

• Initial Complaint

  Date:07/16/2024

  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.

  I received a post card by mail Called and scheduled appointment for prescription ** post card if you go to presentation alone you automatically get a free ***** for two with round trip air fare with the selected cruise options and flight locations When you arrive you fill out information and then you meet a sales member person and go back to hear a presentation.In the presentation the presenter makes the presentation sound like you are saving a lot of money by being a club esprit member verses not being a club esprit member. Questions could be asked and answered.After the presentation you are taken to a table with the sales person you met before and they trying to cont to show how you can save money. They sales person has a computer but my sales person had some technical difficulties for awhile before logging in. Eventually the sales person gets to the point where they tell you there is a 1 time fee that has to be paid in order to become a member not including monthly membership fees. The 1 time fee was over $15,000.00. I did not want to sign up because of the fee. So my sales person says hold on let me see what we can do for you. He consults his boss and I am offered 2 certificates that value $5,555.00 for each. That is over ****** in a free gift. The sales person also said try to have an open mind about this and I did.So I signed up and did not get to leave with a copy of my contact. I did not even receive an email and member service did send me a copy by email on 7/11. I was able to have access to my club esprit account that week.I played around on club esprit website to see what kind of deals are out there and compared to other websites where you can make same purchases. Overall, I found the information that was presented to me and the rest of the group deceiving. I did review KY statue regarding membership and cancellation and their clause is similar to KYs you have 3 days for full refund. I cannot attach all file more than 5mb

  Business Response

  Date: 07/30/2024

  This is a complete lie. This customer purchased and now is trying to get out of their Finacial obligation with us and making things up. Our legal team is involved with this one.  She is currently being coached by an ex-associate of the company on what to say.  The customer is in a relationship with the salesperson who worked for us. He (The ex salesperson) is in the process of getting served by our attorneys for all kinds of damages he caused to our organization. 

  Customer Answer

  Date: 07/30/2024

  Has the company addressed the issue of the dispute?
  
  
  *If not, why?
  
  
  No, I have asked numerous times for a full refund (recession) b/c the information that was presented in the presentation (my sales person did not present) was misleading and the company denies my request.  As a consumer I have the right to resend according to 1026.23 Right of rescission.  Instead, Club Esprit replies, You are obligated to the loan, you cannot get out of the loan.  I have even been harassed with multiple phone calls and emails combine in one day.  I will admit the example I gave in the attachment and email to club esprit may not be a good example, but as another example from that same hotel attachment  according to the contract you have to book a trip 3 weeks prior to your destination.  Whereas you can book 1 week, 2 weeks, or last minute prior to your destination on other booking sites with better prices compared to the 3 week prior booking if it was made under Club Esprit member website.  One week or days later after booking under a reservation under Club Esprit member website, the hotel will not have the availability on their website whereas other booking websites will. 
  
  
  
  
  
  
  *Has the company met the agreement they outlined in their response?
  
  
  No, I am not telling a lie nor making it up.  Club Esprits acquisition about the salesperson and me being in a relationship is inaccurate.  According the definition of a relationship, A relationship is a commitment that exists, usually between two people, whether they are romantic or sexually committed to being with each other.  

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Has the company addressed the issue of the dispute?
  
  
  *If not, why?
  
  No, I have asked numerous times for a full refund (recession) b/c the information that was presented in the presentation (my sales person did not present) was misleading and the company denies my request.  As a consumer I have the right to resend according to 1026.23 Right of rescission.  Instead, Club Esprit replies, You are obligated to the loan, you cannot get out of the loan.  I have even been harassed with multiple phone calls and emails combine in one day.  I will admit the example I gave in the attachment and email to club esprit may not be a good example, but as another example from that same hotel attachment  according to the contract you have to book a trip 3 weeks prior to your destination.  Whereas you can book 1 week, 2 weeks, or last minute prior to your destination on other booking sites with better prices compared to the 3 week prior booking if it was made under Club Esprit member website.  One week or days later after booking under a reservation under Club Esprit member website, the hotel will not have the availability on their website whereas other booking websites will. 
  
  
  *Has the company met the agreement they outlined in their response?
  
  
  No, I am not telling a lie nor making it up.  Club Esprits acquisition about the salesperson and me being in a relationship is inaccurate.  According the definition of a relationship, A relationship is a commitment that exists, usually between two people, whether they are romantic or sexually committed to being with each other.  
  
  Regards,
  
  *************************

  
  

  Business Response

  Date: 08/12/2024

  This consumer is lying, and we have proof that she was involved with the sales agent, furthermore he was coaching her on how to be deceptive and get out of what she purchased. She canceled more than a month later. The salesperson she was with was a bad actor and was terminated from the organization. Even in her examples she submitted clearly outlined that we did nothing wrong and only try to help.