Complaints

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

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• 

  InnSeason Vacation Club, LLC

  75 Perseverance Way Hyannis, MA 02601-1816

• 

  InnSeason Vacation Club, LLC

  134 Menauhant Rd E Falmouth, MA 02536-7583

• 

  InnSeason Vacation Club, LLC

  639 Main St Ogunquit, ME 03907-3012

• 

  InnSeason Vacation Club, LLC

  26 Robbins Rd Falmouth, MA 02540-3551

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:06/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hotel scams innocent people! Do not go!My boyfriend and I signed up for a "giveaway" for a vacation at ************, June 14th. Around Thursday, my boyfriend and I got a call saying that we "won a gift." They had told us that we won an 8 day, 7 night vacation, and if we came by today, extra gifts would be added. When we got there, we filled out the same form they had at ************, which asked about our annual income both times. The person at the front came to us and stated we needed to make AT LEAST $75k a year together to qualify. I had stated that on the email they sent, it said at least $65k, which we were close to. He told us that it was not correct, and that we needed to leave. Looking at the newest reviews, this hotel is shady, and you need to avoid it.

  Customer Answer

  Date: 07/03/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:06/11/2025

  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.

  Thank you for your response and willingness to work with us on this matter. We understand the various benefits and options available through the Vacation Club program, but unfortunately, we are facing significant financial hardship and can no longer afford this ownership. We need to explore a clear path forward to resolve this situation, as we are unable to maintain the obligations associated with the program.We kindly ask for your assistance in identifying potential solutions, including exit options, so we can address this issue as soon as possible. We appreciate your understanding and look forward to hearing back from you.

  Business Response

  Date: 06/13/2025

  I have responded to this owner previously, his account is severely delinquent for non payment of annual condominium fees for several years, but I have reached out and will attempt to work with them on a resolution.

  I won't be negotiating in the public forum of BBB, so this is all we have to say on this matter.  This is a contractual agreement issue for non payment, not an issue of the program or services not being provided as agreed by the company.

• Initial Complaint

  Date:06/03/2025

  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 are writing to formally file a complaint against InnSeason Resorts due to their unresponsive and unsatisfactory handling of our requests to cancel our timeshare. Over the past six months, we have reached out multiple times requesting cancellation, but the only response weve received is information about selling or transferring ownership. Not only are these solutions costly, but they are also not guaranteed, as they are subject to the timeshare's First Right of Refusal policy. Additionally, we have been unable to utilize the timeshare points as promised. Our family includes a disabled adult son who requires 24/7 care and travels with a service dog. Despite assurances when purchasing, we have found it impossible to locate accessible, nearby, dog-friendly resorts. Furthermore, the annual maintenance fees, which we were never transparently informed about, continue to compound this burden. We are seeking to be fully released from all timeshare obligations, as this situation has caused our family undue stress and financial strain. We kindly request the BBBs assistance in resolving this matter promptly.

  Business Response

  Date: 06/03/2025

  I spoke with the consumer, who owns at the resort and has upgraded 4 times over the last ************************************************************************************************************************ transfer out of her ownership and obligations on the timeshare interval.  I also attempted to clarify if she has a "service dog" then they can go to any resort, not just pet-friendly resorts, but it turns out the dog is just a comfort animal, not a certified service animal.  Therefore, that is a challenge and not paying off the loan is the biggest hurdle.

  I attempted to offer some advice and suggestions, but it all depends on the loan being satisfied in order to do a transfer of the ownership or applying for a hardship to the Association.  Our hands are tied.

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  Dear InnSeason Representative,
  We are writing in response to your cancellation terms, which we regretfully must reject due to our extenuating circumstances. While we understand your policies regarding outstanding loan balances and ownership transfer obligations, we would like to respectfully request that you reconsider our situation and work with us toward a resolution.
  When we initially entered into this agreement, we were under the impression that using the timeshare for vacations and exchanges would be simple, particularly for accommodating our disabled son and his needs. However, we have repeatedly encountered significant challenges in finding dog-friendly resorts or resorts accessible by car that meet our sons unique requirements. Despite our best efforts, these barriers have rendered the timeshare practically unusable for our family.
  Additionally, our focus is now on securing a Supported Living arrangement for our adult son, which is a critical requirement for his health and well-being. The financial burden of maintaining this timeshare significantly hinders our ability to allocate resources to this essential need. We kindly ask that you review our account and consider allowing us to settle or provide alternative options so that we may redirect our attention to ensuring our son's care.
  We understand that obligations and policies exist, but we firmly believe that extenuating circumstances such as ours warrant empathetic consideration. We hope to work together with your team to reach an agreement that alleviates this burden while respecting the partnership we have built over our 20 years as owners.
  We appreciate your understanding and look forward to your prompt response. Thank you for your time and attention to this matter.
  Sincerely, 
  **** and ***** ****
  
  Regards,

  Louis And ****

   

   

  Business Response

  Date: 06/12/2025

  The initial complaint stated it was a "service dog", which if it was, then no resort could turn away the customer from bringing with them to any ********************** due to the *** ****.

  However, this is a "comfort animal", which I understand may be very helpful for their son, but does not fall with the laws covered by the ADA.

  This owner purchased the ownership well before this concern ever popped in the current situation, which is unfortunate; however, the customer signed up for an upgrade 5 years ago and has a loan agreement with a lender to pay back the promissory note and there is absolutely no option to cancel the loan or ownership while there is a loan balance owed to the lender.

  Are there possible places with *** for pet-friendly, the answer is yes, but very, very limited.  The reason for the limitations is that many folks have allergies to pets and unless the resort has dedicated units for pet owners, then it's a challenge to keep units clean and safe for those with allergies.

  If the timeshare no longer fit their needs or their current needs, then they have other options, which I attempted to discuss with the customer, but canceling out is not an option.

  Customer Answer

  Date: 06/19/2025

   

  We reject this statement because, when we raised concerns regarding the accessibility and our ability to use the service as promised, the response we received was deeply unsatisfactory. While it was pointed out that *** **** do not extend to comfort animals, this information does not address the root of the misrepresentation we experienced during the sales process regarding the availability of dog-friendly resorts. Furthermore, the limited availability of such pet-friendly accommodations contradicts the assurances given to us about how seamless and accommodating the experience would be.
  Additionally, while we understand the companys position about their inability to cancel the loan agreement due to a balance owed, this explanation fails to acknowledge the misleading promises that formed the basis of our decision to join and later upgrade. These misrepresentations have rendered the product unsuitable for our current circumstances as a family, creating an ongoing financial and logistical burden.
  

  We assert that the information presented during the sales process was inaccurate and incomplete, and the challenges we've faced as a result of these misrepresentations require further attention. We expect that this matter will not be closed and that a fair resolution will be pursued to address the discrepancies and financial obligations we have incurred.
  
  Regards,

  ***** And ****

   

   

• Initial Complaint

  Date:05/23/2025

  Type:Product 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.

  Date of incident is May 1, 2025.The worst part about all of this is that I sent an email on 1 May, and within 2 hours, my request to cancel was denied. They didn't ask a question. Didn't care about the circumstances. Just a "no' from a company that I have been with for years, and that is all I deserve.I no longer use my timeshare and have no interest in keeping it. I also dont want my heirs to be burdened with it. My children are not interested and cant afford the ongoing costs such as maintenance fees, *** fees, and exchange fees. Coordinating vacations has been frustrating, as the available timeshare weeks rarely align with affordable airfare or our schedules. Even when weve been able to use the timeshare, the experience has often fallen short of expectations, with outdated properties and limited options.There are so many better travel alternatives now, making the timeshare feel unnecessary. Every time I receive a maintenance bill or an invoice from ***, I feel stressed and regret tying up my money in something I never use. For these reasons, I am requesting to cancel my timeshare ownership. Its no longer a good fit for me or my family.

  Business Response

  Date: 05/29/2025

  I reached out the owner of the sister resort, The InnSeason Falls at ******** Resort, who filed this complaint and we discussed the challenges with his request to cancel and why that is not as simple as filling out a form and having the ownership and obligations to the ******************* simply be stopped.  It's not like a gym membership, but an actual ownership into a condominium association where we have thousands of "owners" who share in the overall upkeep and maintenance of the resort and we elect a Board of Directors who hires the management company to handle the day to day operations.

  I am going to work with this owner on finding alternatives to his request to help him, but that will be handled privately in our conversations and in emails back and forth so that we can best attempt to find a middle ground.

  Customer Answer

  Date: 06/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and I have spoken to Mr. ***** ******** on the phone.  I am willing to accept this response from the business and coordinate the request with the business via email and phone.

  
  Regards,
  ***** *****

• Initial Complaint

  Date:04/19/2025

  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.

  This company is dishonest and discriminatory with its sales tactics. After driving 6 hours to the Maine property to attend a scheduled session about timeshares, my friend (a woman in her 30s) was asked if she had a partner. When she said yes, the agents refused to pitch the time share to her and insisted that her partner attend the demonstration, even though he was recently bereaved of a family member and would have zero impact on or say in the purchasing decision. This was all pre-scheduled exclusively with her and then yanked off the table when these agents learned that she was in a relationship. It is unbelievably unprofessional, and I cant believe they would so openly discriminate in this way. All potential customers should be aware that they are not a fair and honest business.

  Business Response

  Date: 05/05/2025

  This sounds a bit weird.  You are complaining on behalf of a "friend" who went to the resort for a preview of the program, but after she admitted to the team that she was in a relationship and without said "partner", they refused to let her complete the preview?  Are you aware of the Terms and Conditions that were emailed to your "friend"?  It includes a declaration of whether one is in a serious relationship and if they are, then it requires the attendance of both individuals, since the company spends a lot of money upfront on the promotional gifts and at the end of the presentations, they are asked to join and purchase, but if they are in a relationship and their signifcant other is not in attendance, then they usually will say, "sorry, I can't make such a big decision without my partner".  Which is exactly why the "friend" was asked on the initial phone call and on the confirmation call about the relationship status to avoid any situation which you described on your "friends" behalf.

  Plus, you are calling from a Boston area code, which is only a couple of hours away at most from the Maine preview center.  In fact, we have several locations in *********** and we would be hard pressed for anyone to drive over 3 hours to get to one of the preview locations.  I'm sorry, but this sounds like someone who didn't follow the terms and conditions and maybe it was accidental and not intentional on your "friends" part and she probably didn't show you the Terms and Conditions that were verbally disclosed and then emailed in writing along with the directions of the preview center.  

• Initial Complaint

  Date:04/16/2025

  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.

  I want to file a complaint against InnSeasons/Surfside Resort concerning my ongoing and unresolved attempts to exit my timeshare agreement. I have made repeated efforts to cancel this agreement, yet the company has failed to respond or provide any assistance. This lack of support has resulted in significant financial and emotional distress, and I cannot continue to deal with this untenable situation.I have owned this timeshare for six years, during which I have NEVER used it. Despite this, I was sent to collections for non-payment after previously reaching out to cancel my ownership. Over the past two years, I have contacted various staff members, including ****** ********, ***** ********, *** ******, and ******* *******, but none have provided any viable solutions or support. Instead, my concerns have been met with clear indifference.I was promised certain benefits and assurances by ******* **** when I initially signed on, but none of those promises have been fulfilled. This has only deepened my regret surrounding this timeshare and underscored the predatory nature of this agreement. The longer this ownership drags on, the more it takes from my life while giving nothing in return. I am now struggling just to retire because of the financial burden this timeshare has created.I am asking for immediate action to release me from this contract as I want no further connection to InnSeasons or Surfside Resort. It is clear that the company is structured to trap consumers, leaving no feasible way to cancel. If you genuinely care about fair business practices and consumer protection, I urge the Better Business Bureau to intervene and assist me in resolving this matter. AS OF RECENTLY, EVERY EMAIL I SEND TO THEM GOES UNANSWERED.

  Business Response

  Date: 05/02/2025

  I left a voice mail message for the customer, who our company has attempted to assist for a couple of years, but continues to bark about unfounded or unmerited claims about the sales process or the program use.

  I hope she returns the call next week and we can agree to a settlement of the account to offset some of the loan balance owed and the thousands owed on the annual resorts fees.  I suppose her proposed settlement offer of $3,500 will be in the ball park to get the company to agree to release her of all of the loan obligations and other fees owed to the Association.

  This will be the last response on this forum for this customer, anything else will be done in private emails or phone calls.

• Initial Complaint

  Date:03/14/2025

  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.

  I am a bit concerned about this letter as it was over 25yrs ago, and I don't know the sales person's name, etc...I just remember that it was approximately a 6hr sales pitch (10am - 4pm), each time I tried to go I was informed that I wouldn't get the free dinner/night stay if I left early, but that it was completely my choice to leave. The presentation was about the beauty of ***** and the reusability and dream vacations that could be had at the Falls of ********. The presentation itself was only about an hour, but then they handed us off to sales people, in individual rooms, where we couldn't talk to other folks at the presentation. And that's when the pressure ramped up. I was 22, and just out of college. I was there with my girlfriend, at the time, who was in a wheelchair (she has since passed away). The salesman even tried leveraging her health as a reason for why the property purchase was such a good deal, because of the handicap freedom offered by the property. He also said that it'd be a great wedding present and honeymoon. They gave us water and soda, but no food at the time. We were promised a lovely dinner once the sales discussion was over. It felt like we were having food withheld from us. I do remember that we were asking if we could hit the pause button so we could go get a sandwich or something, and I remember being told that if we left the property we'd lose our place in line and lose out on the amazing opportunity we were being presented, as well as the fact that we'd probably lose the chance to get the week we REALLY wanted.

  Business Response

  Date: 04/21/2025

  I'm sorry for the delayed response, but I personally had to leave the state to help a family member and was out of the office much of the last two weeks.

  That being said, this complaint is not in regards to the InnSeason Vacation Club, but his ownership at the Falls at ******** Resort in *****, also run and managed by InnSeason Resorts.

  This letter really is vague and doesn't constitute a BBB issue in my humble opinion.

  I"ll reach out this gentleman when I'm back in the office at the end of the week to attempt to help him with his options for something he bought 25 years ago.

• Initial Complaint

  Date:02/20/2025

  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.

  Dear Better Business Bureau,Contract#- ****** I am writing to formally raise concerns regarding an ongoing issue with InnSeason Resorts, specifically involving their Purchases Relations Manager, ***** ********.During a high-pressure sales presentation, my family and I were misled into signing a timeshare agreement under the promise that it could be canceled at any time. We had no intention of making this purchase, but the aggressive tactics and false assurances led us to act against our better judgment. When we later attempted to cancel the agreement, as promised, our request was ********* a 90% disabled military veteran, my family and I are already facing significant financial hardships, including medical expenses. Seeking a reasonable resolution, we reached out to request contract cancellation. However, Mr. ******** not only rejected our request but also violated our privacy by researching personal details, such as our property on Zillow and my LinkedIn profile. This behavior feels invasive and unprofessional.The verbal guarantees made during the sales presentation directly contradict the inflexible terms of this contract, which we signed under undue pressure without adequate review. This situation has caused my family considerable stress, and we are asking for your help in mediating a fair resolution.I respectfully urge InnSeason Resorts to honor the promises made during the sale, cancel our timeshare contract, and resolve this matter equitably. Thank you for your attention to our concerns.Sincerely,**** ******************** ********

  Business Response

  Date: 02/20/2025

  This complaint is the definition of insanity.  Doing the same thing over and over again and expecting different results.  This consumer purchased an entry level program for the Vacation Club and the monthly is a very modest payment under $120 per month for a household that reported above average income.  Yes, the consumer is a military veteran and we appreciate his service to our country; however, he acknowledges that any disability he had from his service were present PRIOR to his purchase with my company.  So, the disability claim is more of a smokescreen since it is not a new revelation.

  Again, the consumers who have entered into a contractual agreement with my company and the lender, stated this was affordable and was aware of his disability then 6 months later purchase a $900,000 home, which is lovely, spacious and on an acre of land.  I'm happy that they have a beautiful home, but the consumers then come to my company and say, "we can't afford your program any more and we need to be released from it".  It's part of any company's duty to investigate the circumstances of the claims and looking up a new purchase of a $900,000 home is kind of an important fact that was omitted in the request to escape the financial obligations they agreed to less than a year earlier.

  Yes, I looked to see if the consumer is employed, sort of fits the bill of due diligence and yes, I looked up his Linked In profile and it revealed he has a successful position for a luxury building company in the ****** area.  The facts don't jive with the claims that they made in an attempt to be released from the ownership and loan obligations to the lender.

  He's made complaints to the Attorney General's offices as well, but they did not side with him since it's a contractual agreement they entered and there is nothing to support any misrepresentations.  In fact, the claims that they could cancel at anytime is directly contradicted in writing that they signed and initialed in several documents.  

  I wish he and his family well going forward and our company continues to offer our assistance in helping this family better understand and use the program they purchased to take some memorable trips with their family for years to come. 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:02/11/2025

  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.

  am reaching out to file a formal complaint against Inn Seasons Resorts Management regarding a problematic timeshare agreement that has been a source of ongoing distress for my family and me. When I entered into this agreement, I was assured by a representative named **** that we would enjoy valuable vacation opportunities and a complimentary trip, which was a key reason for my decision to invest. Unfortunately, these promises have not been fulfilled. When attempting to utilize the "free trip," we were unexpectedly faced with substantial airfare costsa detail conveniently omitted during the sales pitch. This was my first encounter with what I now realize to be misleading practices.The situation worsened with our repeated attempts to book vacations through the timeshare. Despite assurances of availability and flexibility, our efforts to secure accommodations in places like *****, ********, and various locations in ******** have consistently been denied due to alleged unavailability, even when planning well in advance. These issuesthe misrepresentation, hidden costs, and inability to use the service we are paying forhave eroded any trust I initially had in *********** Resorts Management. This has also placed a significant financial burden and emotional stress on my family, turning what should have been enriching experiences into sources of frustration and regret.I am seeking your assistance in facilitating a release from my timeshare agreement with Inn Seasons Resorts Management.

  Business Response

  Date: 02/12/2025

  I have reached out to the customer to see if we can work out some resolutions for their ownership and obligations towards the Vacation Club program.

  Our goal is to have all of the club members to be able to use and enjoy their club points to book amazing trips and experiences to share with family and friends.

  There are thousands of options either within the *********** area with the club owned resorts with minimal planning needed to take advantage of the resorts within driving distances or to book with the exchange partner, ***, to book extra vacation getaways for as little as $309 for a full week stay if booked within 6 weeks of arrival or to use the points to book exchanges.  Of course, most of the ***** plus resorts in RCI are typically in resort destinations so I am not surprised that Dove ******** is not a hotbed for resort availability or even most parts of ********, unless we are looking at the Ocean City beach areas or Delaware beach areas.

  This is not the kind of thing to banter back and forth online in a public forum due to the contractual nature of the agreements that the customer has with the ********************, but we will work with the customer on helping them with options and assistance to learn more about the program and what other exit options they may consider.

• Initial Complaint

  Date:02/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disappointed and frustrated with Innseason Resorts due to their lack of empathy and assistance in my attempts to cancel my timeshare contract. Despite months of reaching out and communicating with their representatives, I have received no viable options or guidance. Being ignored while being forced to give this company my money is unacceptable and it makes me feel as if my concerns are not taken seriously. My requests have been met with complete indifference and this is not the way to treat a paying customer who is in distress.I reached out to ****** and *****, the representatives I had been dealing with, with urgent requests for help, but their responses have been inadequate and neither bothered to respond to last message. It's concerning that a company with my money would handle issues this way, ignoring valid complaints and failing to provide necessary support. People should not be treated like this when they need solutions for heavy burdens like timeshare contracts. They sell these huge commitments to people and have them sign these contracts way too lightly, but they sure treated that contract much more seriously once I realized its not what was promised and made it clear I was taken advantage of. What they shouldve done is taken these concerns seriously and made it right, but theyve stood by the fact they have my name on a contract. I sincerely hope that sharing my experience here will prompt Innseason Resorts to respond and finally address my concerns with the urgency and consideration they deserve.

  Business Response

  Date: 02/03/2025

  I reached out to this owner to discuss her complaint since it seemed odd the way it was characterized and what i actually see the facts and timeline.

  Based on reading the complaint, it appeared maybe this customer joined at her first meeting with us and was overwhelmed and simply didn't take it too seriously or reviewed her financial situation while she was in her rescission period of ten calendar days.  Yes, all of the customers can go home, review all the signed documents, all of the provided reservation guidelines, all of the other provided disclosures and even log in and review our website within the first ten calendar days and if they don't think it's a good fit or they can't afford it, then they can send in a written cancellation letter that is mailed certified return receipt within that timeframe and they will not be obligated to the contract and receive a full refund of the monies paid at the time of the purchase.

  That does describe her first contractual agreement with the company back in April 2019 when she received an incentive offer for a 2 for 1 promotion for two weeks at the Ogunquit resort and tied them to the *** Points program.

  BUT....she later upgraded those 2 weeks into a summer week interval 37 at the Ogunquit resort in May 2020 when we MAILED out the upgrade documents for her to review, sign and return from the comfort of her home.  That offer also meant she would only pay 1 resort fee per year compared to the 2 resort fees for the original purchase, saving her about $650 per year in fees and her new week would be higher point valued and only a single resort fee each year.  On top the savings in annual resort fees, she also was given ****** bonus points and her interest rate was lowered by 2% on the upgraded contract, which is large savings over 10 years.

  So, she had the paperwork  mailed to her and she signed and returned the documents at her convenience and still had another ten calendar days from the date of her signature to back out of that upgraded contract as well, but she didn't cancel it out.  

  Once the customer agrees to the NOTE, which is a loan by a lender and is then serviced by a different provider, then the option to cancel is gone and the NOTE needs to be honored to sell or transfer the interval she purchased.

  It's not about my company having empathy for different folks situations, since we do not have the latitude to let people to simply waive away the contractual agreements and loan agreements with the lender; otherwise, the lender will ask for the remainder of the NOTE from my company if we interfere with the terms of the agreement.  

  I hope to have a conversation with the customer in the next few days, but this situation is not what has been presented by the customer at least from a review of the timeline and situation of what actually happened.