Complaints

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

• Initial Complaint

  Date:06/20/2025

  Type:Customer Service 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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *********d contact with Tan requesting a copy of the 1998 contract. Twice they gave sent me information about the upgrade to VIP status in 2017. Twice I paid Tan $15 for the documents, that were the wrong documents. My contract with **** I hired expires in early September. I need to get this resolved before then.

  Business Response

  Date: 07/03/2025

  We appreciate and value transparency in all our interactions. While we worked diligently to address the customers concerns, I have been in contact with her on multiple occasions to assist to the best of our ability.
  
  After a full review of the account, I can confirm that the membership remains active,and we are pleased the customer has chosen to continue with her VIP package.Our records show there were no duplicate charges from ************************* appears the payment in question was made to a third-party company, **** ** *********, which is not affiliated with our organization or any of our sales partners.
  
  As a courtesy, and per the customers request, we attempted to locate her original 1998 contract through one of our partners. However, it was determined that her original contract holder is no longer in business and the contract is not found. A letter was sent to the customer advising her of these findings so she could provide this information to the third-party company in her efforts to resolve that separate matter.
  
  At this time, the customer has received a full resolution from Travel Advantage Network, and her account is in good standing.
  
  We look forward to working with her in the future. 

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service 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.

  The manager contacted me to apologize on behalf of the company and let me know that my refund was submitted. I received my refund. I wish they would have offered me a free stay for all of the inconvenience to me and my family over the holiday weekend but I am glad the situation has been resolved. That was my first time having a situation like this with the company. I am normally satisfied with my accommodations.ny at all. I was supposed to have my refund in 10 business days and I was told it was submitted on 5/25/2025. I have sent photos of the unit I was supposed to have and the one given.

  Business Response

  Date: 06/19/2025

  We appreciate and value transparency in
  all our interactions. Our commitment is to ensure every traveler receives a
  fair and timely resolution to their concerns. We have been in contact with the
  customer to review the matter, and her concerns have been addressed.
  
  The
  customer made her reservation through our website, which includes important
  details regarding property types. Specifically, the Ocean Pines community
  complex consists of a variety of unit types, including townhomes, condos, and
  single-family homes. The photos featured on the website are representative of
  two available Ocean Pines units. For multi-unit resorts, the images provided
  represent a selection from various units and may not depict the exact
  unit reserved, all of which is shared online before any booking is made.
  
  In
  this case, the customer secured a unit which was not included in the
  images she viewed online. However, the confirmation she received accurately
  described the unit the client selected, and it did accommodate the 10 guests as
  noted. We understand her frustration, and we sincerely apologize for any
  inconvenience this caused.
  
  As a
  resolution, the customer was refunded the full amount of her reservation. She
  is currently awaiting the refund process through her bank.

• Initial Complaint

  Date:03/31/2025

  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 rejecting this response because I have paid in March for the past 20 years and never had an issue.  I receive numerous emails every week  from Travel 
  
  Advantage, the notices were the same email and was not apparent to me. I  went back and looked and saw an invoice from January and a email from March 13th and no where on there does it state a deactivation date.  They should put on the notice the terms... if the account is not paid ... account will be deactivated by x date and a new contract will need to be agreeed and signed so a reasonable person can understand.  In the business world people pay late fees which I believe my original contract states.  Since it's so old I need to get these papers out of storage, they said they no longer have a copy of my contact and I still have not receive the new one in which I requested. This company has accepted these payments for 20 YEARS at the same time and has become their regular business practice, in fact on two occasions they lowered my yearly fee. I have at least 10 weeks that have been paid for and if I don't agree with the new terms there is no way to refund what I paid for.  I'm not a lawyer but this just seems so morally wrong. The resolution I would like is to reinstate the original contract price as a courtesy and I will ensure my account is paid by January 1st every year going forward. 
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 03/31/2025

  We appreciate and value transparency in all our interactions.
  Unfortunately, when a customer defaults on the Terms and Conditions of the
  contract and Service Fees, the account can be deactivated thereafter. All
  customers are aware that the Service Fee must be paid whether the service is
  used or not. We spoke with the consumer on January 2nd and she
  stated she would like to view the website for inventory first. We then sent
  several emails and called on January 17th, the call was answered and
  Ms. stated she was working and disconnected the call. Additional emails were
  sent, also voicemails were left advising of the account being delinquent. On
  February 18th, March 4th and March 13th emails
  were sent advising of the potential deactivation as well as voicemails left
  with no return call. The account was deactivated on March 17th.
  
  As stated, once the account is deactivated, that ends the
  relationship and obligations of both the consumer and the company.  That
  contract is now null and void.  When the client later contacted us to try
  to reactivate the expired contract, as a courtesy, we offered to reinstate the
  expired benefits but would only do so with a new contract, including the
  current terms and fees.  If this client would like to maintain a
  relationship with Travel Advantage, we will do so but under the new contract. 
  If not, we certainly understand.  We allowed ample time and made multiple
  attempts to preserve the original relationship.  Unfortunately, that is no
  longer an option.
  
  I
  understand this situation may be frustrating. I would like to continue to offer
  our assistance in resolving the matter, should you wish to reactivate your
  account.

  Customer Answer

  Date: 04/02/2025

  Attached is an example of what I received previous when I have paid in March. "Vacation Privileges are suspended until the annual service charge has been paid".  NEVER anything about a new contract or an increase. I also attached an email where it was ok to pay in March these are older emails.  Again if I knew this could happen I would have made sure it was paid by January 1 each year.  This was not their business practice and changing their practice is unfair to customers without explanation of the consequences. 

  Business Response

  Date: 04/02/2025

  Providing the client a
  non-existent back door into the program is not an option.  The account was
  delinquent.  We made efforts to communicate with the client and, as clearly stated in our correspondence was
  that this account was at risk for deactivation.  The account has been
  terminated for failure to pay fees in a timely fashion.  As a courtesy, we
  offered an option to re-instate.  If the client would like to take
  advantage of that, we would still honor that.  Otherwise, we appreciate
  the years of being able to help this client take affordable vacations and thank
  her for using our services for so long.

• Initial Complaint

  Date:02/18/2025

  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.

  Contract Terms: The original contract states that failure to pay the annual fee results in loss of privileges and service, but it does not mention “deactivation” or the need to agree to a new contract for account reactivation.
  

  Payment History: I've paid late in the past without consequences, which could establish a precedent for how late payments are handled.
  

  Harassment: Frequent contact from TAN could be considered harassment, especially if it goes beyond reasonable attempts to collect payment. Equally, in any communication from TAN it doesn't state a new contract would be put into place that supersedes my existing agreement. Its bait and switch. 
  

  Fee and Charges: My original contract specifies a fee of $263.74 plus a $3.00 late charge, and any attempt to force you into a new contract with different terms isn't justified.
  

  I answered, but couldn't talk. I received several emails stating if I didn't pay my annual fee my account would be deactivated. Ok pay the annual fee for reactivation. TAN has lacked transparency of changes around deactivation which means new contract plus increased fees. The manager went onto say my contract is one of the most out of date and frankly least expensive of any TAN member. TAN isn't happy with my current 2003 contract. They want me to agree to a new financially incentivized contract in 2025 and beyond.
  Given the situation, it seems like there are a few key issues:
  1. Lack of Clear Communication: I wasn't informed that failing to pay by the deadline would result in a new contract and increased fees.
  2. Inconsistent Information: The manager mentioned new terms and conditions that I never received before February 5th 2025, and later admitted they were never mailed.
  3. Unfair Treatment: Despite my long-term loyalty, TAN is pushing me into a less favorable contract.

  Business Response

  Date: 02/19/2025

  We
  appreciate and value transparency in all our interactions. Unfortunately, when
  a customer defaults on the Terms and Conditions of the contract and Service
  Fees, the account can be deactivated thereafter. All customers are aware that
  the Service Fee must be paid whether the service is used or not. We spoke with the customer
  immediately after his recurring payment failed. He
  insisted he would call us back when he has the time.  After not receiving a returned call, we continued to
  try and contact the customer, also sending statements for his account.
  Statements were sent on December 9th, 17th, 20th,
  30th, January 8th, 20th and the 28th.
  Additionally, emails were sent on January 8th and 20th advising of the
  potential deactivation of the account due to the overdue balance.
  
  As stated,
  once the account is deactivated, that ends the
  relationship and obligations of both the consumer and the company.  That
  contract is now null and void. When the client later contacted us to try to
  reactivate the expired contract, as a courtesy, we offered to reinstate the
  expired benefits but would only do so with a new contract, including the
  current terms and fees.  We explained this to the client’s attorney and
  the attorney understood the situation.  If this client would like to
  maintain a relationship with Travel Advantage, we will do so but under the new
  contract.  If not, we certainly understand.  We allowed ample time
  and made multiple attempts to preserve the original relationship. 
  Unfortunately, that is no longer an option.
  
  I
  understand this situation may be frustrating. I would like to continue to offer
  our assistance in resolving the matter, should you wish to reactivate your
  account.

• Initial Complaint

  Date:01/15/2025

  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.

  We have been members of this vacation club for many years, and unfortunately have never been satisfied with it. We filed a claim against them a few years ago & they agreed to refund us a certain amount of money & required us to keep 6 vacation weeks to use. We had scheduled 3 weeks in
  Maui, Hawaii around the time of the wildfires, & it had to be cancelled due to the situation there.
  This decision was not made by us, but by the condo where we would have been staying. We
  immediately contacted Travel Advantage Network to request a refund for the booking fees we paid of approx. $250 x 3. We were told all they could do was give us a credit towards another trip to
  be used in a short amount of time which we were unable to do. We also felt that we should have
  1st choice on rebooking in Hawaii since this was not our fault. First we were told they would give us an extension on using the credits for approximately one month which still did not work for us. Eventually we were told they would refund the booking fees & send us a check. We wanted to rebook a trip for September, 2025, but were told it was too early & we should check the website for availability a few months later. We received no refund & when we tried to rebook later as they told us, there was nothing available in Hawaii for the rest of the year. When we called we were told they were never giving us a refund just an extension & "the properties in Hawaii book fast & it was too late". This is the worst customer service we have ever experienced & want nothing further to do with this company. We want a refund for the booking fees & the cash value of our remaining weeks.
  We have tried over & over to work with TAN & our problems are never resolved. We paid for those booking fees which they tell me now are forfeited & we paid for those remaining weeks so we feel due to the circumstances, we deserve to be reimbursed due to complete negligence on their part.

  Business Response

  Date: 01/23/2025

  We
  appreciate and value transparency in all our interactions. Our commitment
  remains to ensure every traveler receives a reasonable and timely resolution to
  any issue they may encounter.
  
  In
  this case, I previously spoke with the client and informed her that a full
  refund would be processed. Unfortunately, that payment was delayed. The check
  has been re-processed and has been put in the mail. Additionally, I assured her
  that I would work aggressively to resolve the matter and assist with
  rescheduling her 2025 Hawaii trip.
  
  Immediately,
  I informed her that I would contact her as soon as the property became
  available. Over the past several months, we have been unable to secure the
  specific dates she requested. I assured her that I would follow up with an
  option to ensure her preferred dates could be accommodated. The dates are now
  available and her Hawaii trip has been booked. Thank you!

• Initial Complaint

  Date:09/13/2024

  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.

  I have purchased 9-11 packages with TAN years ago. My former wife died in January 2011. I have not been able to take advantage of these packages in former years. I am remarried and retired and now
  can use some of them. I must continue to pay a monthly maintenance fee @ 23.00 @ to have an
  "ACTIVE ACCOUNT." In former years I was told I could sell any/all of my packages to anyone a chose. The buyer could send a notarized statement acknowledging the purchase and therefore
  assume the monthly obligation. I was told that I cannot and the only people I can use, other than myself, are members of my immediate family. I tried to resume payment of the monthly fee within the last three weeks. However, I was told the only person who could reinstate was a lady named
  LaKendra(?) At this point I want a copy of the contract to match it with original I have. I want to know what business is holding the @$5,000 in deposit we made years ago. It is clear from reading the complaints of others, that this relationship has potential legal consequences. Also, it is clear they employees are intentionally and deliberately not calling people back. It is bad enough that I have several thousand dollars tied up in this transaction, but also someone can
  purposely play with my resources and ignore me.

  Business Response

  Date: 09/25/2024

  I
  have been in constant contact with the customer to find the best resolution for
  what he wants to do with his package within the parameters of his purchase. We
  are currently working to reactivate this travel package, for the enjoyment of
  his travel benefits or to help him transition the benefits to a family member
  or friend.  We remain committed to providing him support and options and I
  believe, we have alleviated the anxiety he had which led to his pre-emptive
  complaint.    

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  I am satisfied with the resolution (Tan) has put in place and a special thanks to lakendra.e roaches. I contacted them again and they said they had nowhere to move us so I was stuck there in a so called vip unit full of roaches. We ended up move all of our things back into our cars lucky we had our cars there and then we left there and went to a different unit, that I already had booked and I asked the manager before we went back to the ****** ** ***** ****** did they take care of the problem she explained to me yes they did but of course they didn't got back to the unit, as usual the unit wasn't ready again roaches was still in the unit and then I finally suggested that they get a real Pest Control company out there and so they did and they told me to pay for a hotel and I had $200 per room because it was six of us. They said they was going to reimburse me and now they owe me about $700. Now their making up bogus damages up so I will have to pay $907 so they can offset the 700 that they owe me.I still had 4 weeks already paid for and they blocked me.I want all my money back

  Business Response

  Date: 09/13/2024

  We have been in
  contact with the customer on numerous occasions attempting to resolve any issues she raised. We coached
  and advised the customer and we urgently
  worked to resolve the matters. We moved her out of her unit and into
  a unit out of our network for the remainder of the
  week. The customer then reserved the original (problem) unit for a 3rd week. We were proactive
  as well as responsive to her needs. We even offered to send
  her and her guest to lunch on 2 occasions.  When the customer checked out of the unit, housekeeping reported that  the unit was in horribly, unsatisfactory condition. Out of respect for
  the client, we will withhold the nature of what housekeeping found and reported. The customer was charged a fee for the excessive cleaning and odor removal. Additionally, the
  unit was in such bad shape that we had to relocate the incoming guest as the unit was not habitable. Until the cleaning fee
  was satisfied, she was not able to occupy
  another unit. I have worked with her to find a way to satisfy the outstanding
  debt owed to TAN. We have come to a mutual resolution and the client is currently
  occupying one of our units.
  
  I was able to
  rectify the outstanding balance, have the unit ready and prepared for the next
  guest and allow her to check-in to the unit she has reserved. As she has
  mentioned she has been using this program as her primary housing, which is
  strictly prohibited in her contract. I will continue to work with and be available to her.  Thanks

  Business Response

  Date: 09/25/2024

  This is a frequent traveler
  with our program and we are happy to have helped so many times over the
  years.  We regret that we weren’t on the same page this year but through
  direct communication, we were able to resolve this to our mutual satisfaction
  and we are thrilled to keep her as a traveling client.

  Customer Answer

  Date: 09/28/2024

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

• Initial Complaint

  Date:08/16/2024

  Type:Customer Service 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.

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

  Business Response

  Date: 09/04/2024

  This complaint was submitted for the incorrect company, however I was able to make contact with the client and ensure she contacted the correct company. Per the client, she received a full resolution.  

• Initial Complaint

  Date:07/29/2024

  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.

  I showed up for my vacation on 7/27/2024 to Ocean City NJ to find out (no one notified us) that the Air Conditioning was broke and that it would not be fixed during my week vacation. The unit had a foul odor of mildew/mold in which I’m highly allergic and when called Travel Advantage Network they dismissed me. They advised us that they were waiting for the part that was on back order. Not sure why they couldn’t notify us prior to driving 1 1/2 hours and unloading everything along with taking off from work.

  Business Response

  Date: 08/01/2024

  As
  always, we appreciate our customer’s feedback. With the heat waves we are
  experiencing, HVAC repair and replacement has been a busy industry all
  summer.  We worked very quickly to resolve this unit, including the
  installation of temp/portable unit as a stopgap. Despite significant efforts to
  repair the unit quickly, it was reported by the technician, just before this
  traveler’s arrival, that a replacement part was needed. The parts were ordered,
  and window units were installed in the unit until the system was repaired. The
  HVAC has been repaired and is functioning properly. As is our practice, we made
  all efforts to ensure the client was comfortable on their vacation.
  
  I
  have spoken with the client, and we have come to a resolution. 

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We were able to discuss a plan for the future, and I intend to remain as a TAN member for the foreseeable future. Kudos to LaKindra and TAN for being responsive to my concerns. 
  
  
  
  Sincerely,
  
  
  
  ****** *****e purchase was a sound investment. However, due to hundreds of members beginning to recognize their ability to communicate with each other in order to use the service more effectively, TAN has begun to claim that members are no longer allowed to exchange weeks or sell their accounts.
  
  At every attempt to communicate with TAN, I am met with condescending and rude customer service. At one point, they attempted to send me back to ******** *********, claiming that I needed to take my complaint to the company that sold me the package. While ******** claims to NOT be a part of TAN, they seems to have access to the same computerized records and clearly work together on these deals. Rather than make right what they had done, they attempted to sell me a new package. I have never been given any option to actually remediate the misleading sales pitch process or the awful customer service we have received in 10 years.

  Business Response

  Date: 07/26/2024

  Thankfully, we were able to connect with the client to discuss his agreement, the business guidelines and his future travel
  needs. We quickly identified that the client
  doesn’t have a complaint currently but is worried that he might, at some future
  point, have an issue. Though TAN is not the seller
  of his package we assured him we would do everything to assist him in the
  future with securing additional vacation weeks, if he needs them, from a confirmed sales
  partner. It is always TAN’s mission to
  ensure all travelers refer to their contracts for specific Terms &
  Conditions, however we are here to ensure customer service is held within our
  organization and there is a resolution that works for our clients.
  
  We are pleased we were able to connect and address his
  concerns around his potential future travel needs. Thanks,