ComplaintsforGrand Crowne Resorts

• Initial Complaint

  02/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a time share from this company in 2010; we traded in a previous time share (value approximately $7000) toward this time share. We have never been able to use it. We have made all of our maintenance payments and paid the time share is paid off. We asked them about getting out of the time share, but all we got was the runaround. We tried using a time share relief company but that didn't work either, and we had to pay more money for that. We just want out of the time share and we want the money back that we have invested in it.

  Business response

  02/16/2023

  Hi,

   

  Mrs and Mrs *******, purchased timeshare from Grand Crowne Resorts. Their particular deed is tied to Carriage Place in Branson, MO. This property is controlled by a Homeowners Association made up of Timeshare owners at Carriage Place such as Mr. and Mrs *******l. This is not a developer that controls the property, it's the HOA. The property had selected Trading Places (TPI) to manage the resort day to day. TPI was purchased by Capital Resorts who only manages the property on behalf of the association.

  We would recommend that the *******l's reach out to Capital Resorts who manages the properties. Capital can be reached at ************ or by visiting ********************** 

  The email address *************************************** is not part of the ownership of the original developer, not the association or Capital. It's only related to the group that does the reservations. 

  They would need to contact Capital for their options and possible the Board of Directors on the association. There is not a developer that owns that property, it's all the owners such as The *******l's who timeshare who make up the HOA and control it.

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

  Business response

  02/27/2023

  Via Email: ****************** *** *********** ********* ******** *** ** ********* ***** ******* ****** ** *****

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

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

  Dear Dispute Resolution Department,

  This letter shall serve as Capital Resorts Group, LLC d/b/a ******* *********’formal response to BBB St. Louis Complaint Case No. *********oncerning ******* *** *** ******************** **** ***************).******* ********* is the owner and developer of the ******* ********* **** (the “Club”), a multi-site timeshare plan created and registered with the ******* ********** ** ******** * ************ *********** ******** ** ************* ************** ****** ****** ******** ** *** ******* ******** **** *** *********** **** ******* **** **** *** ******* ************ ******** family does not own any timeshare interest in the ******* ********* ****. Rather, business records show that since 2010 the ******** family has owned a one-bedroom timeshare week with odd year occupancy rightsin ******** ***** *****t in Branson, Missouri originally developed by Surrey Vacation Resorts, Inc. (“SVR”) **** ******** ****** ********** ******* ***** *** ****** ***, an affiliate of ******* *********, acquired certain assets, but not liabilities, of SVR, including a loan portfolio of timeshare purchase agreements and installment notes (contracts for deeds) that included the******** family’s timeshare interest.******* ********* does not own or manage the ******** ***** *****t.The essence of the ******** family’s complaint is that they want to have their ownership cancelled. It appears thatthe ******** family may be eligible for thedeed back program offered to owners whohave paid their loan in full and are current with their maintenance fees. We have submitted their account to the reviewcommittee that next meets in March 2023. If approved for the program, they will be notifiedof any processingfeesand instructions on next steps. The ******** family has also requested a refund of their purchase price and all maintenance fees paid. We respectfully decline this request.If the ******** family has not been able to use or sell their timeshare interest, it would not impact the enforceability of their contract. If they paid for a third-partycompany to represent them in the cancellation of their contract,that company’s inability to do so does not impact the enforceability of their contract. The only program available to owners like the ******** family who no longer wish to own is the deed back program.The deed back programdoes not include any refunds of loan payments or maintenance fee payment that were required to be paid under the contractwe acquired.However, the deed back program will result in the ******** family’s release from future contract obligations. Sincerely,

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

• Initial Complaint

  02/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lack of communication and customer service to those who are owners of timeshare companies, changed ownership multiple times, fee due Jan. 31. I called to ask for customer service and had constant on hold music playing until forever. On the voice recording I was offered to leave a message but was put in a loop. Once connected to customer service, they could not do anything about it. When directed online the website did not work. I tried another day and the same deal happened again. On hold for 30 minutes and then I pushed one but it did not work. A lady named ****** said there was nothing else I could do about it.

  Business response

  02/27/2023

  Dear Dispute Resolution Department:

  This letter is responding to BBB Complaint Case No. ******** ***** ** ****** ******** 

  The Surrey Grand Crowne Resort Condominium (“GCR”) is managed by Trading Places International, Inc, (“TPI”) on behalf of The Surrey Grand Crowne Resort Owner’s Association, Inc. (“Association”).From our investigation, Mr. ******* *** *** ****** **** ******* purchased atimeshare interest at GCRin a private transaction in 2012.Mr. *******’ request to relinquish his ownership was received on February 22, 2023,and was referred to the Association for approval. The Association or TPI will be in contact with Mr. ******* regarding their decision.If Mr. ******* has any further questions, hecan contact TPI at ***** *********

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paid my dues when they were due in January 2022. Needed to stay at the resort in February of 2022 for my sister's funeral and was told there were no rooms. If you've been to Branson in February you know that's BS. I contacted the resort and was told that the owner's allotment of rooms was filled but they could reallocate a room. At no point was I ever told that there were only so many rooms allocated to owners. So basically, I could get online, rent a room through any hotel booking agency but couldn't get one as an owner. So we got a room in March finally. In June we want a room and they say they only have penthouses available so I had to use extra points for a penthouse room, and guess what? Again, they had plenty of regular rooms available but not to owners because of their allocation system. Called in September to book a room and bank (rollover) my unused points and Capital had locked my account for some reason and I couldn't book a room at all. I try again later because they were supposed to be fixing it and to book a room for December and guess what? Still locked. I tried calling today 1/10/23 and it's finally unlocked but I'm jumping through hoops trying to get my unused points back. So, I told them enough is enough, everything was fine until they took over and I'd like to get out of the contract so they want me to pay them to get out of it. I'm almost positive I negotiated a minimum buyout in my original contract but they just want money. So I'd say proof of the pudding is if you have to pay to get ownership and have to pay to get out of ownership then ownership is worthless. Especially if owners have lower priority in getting rooms than the general public.

  Business response

  02/23/2023

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

  **** *********** ********* ******** *** ** ********* ***** **** *** ****** ** ***** ******* ********** ********** ****** *** ***** ********* **** *** ******** ***** *** ******** ***** ***** *********** ******** *********Dear Dispute Resolution Department,

  This letter shall serve as Capital Resorts Group, LLC d/b/a Capital Vacations’ formal response to BBB St. Louis Complaint Case No. *******concerning ***** *** ******** *****(hereinafter “the ***********”).Capital Vacations is the owner and developer of the Capital Vacations Club(the “Club”), a multi-site timeshare plan created and registered with the Florida Department of Business & Professional Regulation, Division of Condominiums, Timeshares and Mobile Homes, pursuant to the Florida Vacation Plan and Timesharing Act, Chapter 721, Part II, Florida Statues.First, we would like to point out that the ***** family has never purchased a Club timeshare interest and the ***** family are not Capital Vacations owners. Rather, records reflect that on February 12, 2016, the ***** family made a private purchase of a three -bedroom timeshare week in the Grand Crowne Resort (“SVR Interest”) from ***** ** *** ***** ** ***** who had purchased the SVR Interest from Surrey Vacation Resorts, Inc. (“SVR”), the original developer in 2011 (*** ***************). At the time of Mr. and Mrs. *****’s purchase of the SVR Interest, there was no common ownership, control, or affiliation between Capital Vacations and SVR. With that being said, in July 2015, Capital Vacations acquired certain assets, but not liabilities, of SVR, including a loan portfolio of timeshare purchase agreements and installment notes (contracts for deeds), including *** ******** *******.Mr. and Mrs. ***** paid off their loan on October 2, 2015 and received their deed.The ***** family expresses their frustration in booking their SPV Interest. Their resort is managed by Trading Places International, Inc. (“TPI”) which is unrelated to Capital Vacations. Inventory management is handled by TPI and not Capital Vacations. As Capital Vacations does own timeshare intervals in this resort that are held by the Club Trust for reservations by Member Beneficiaries, it is clear that not all units are owned by the same group of owners and TPI must manage reservations accordingly.Next, the ***** family states that their Interval International account was locked. We do apologize. It appears that we had transferred owner information into a new system and the ***** family’s information was one that unfortunately got lost in that transition. Fromtheir account records, the banking of their2022 points was resolved with a courtesy banking of those points due to this error. The ***** family states they have sought to cancel their SVR Interest andwereunable to negotiate a deal. CV does offer a ****** **** **** ******* to assist owners who are paid in full, who are current with their maintenance fees and are willing to pay an additional deed back fee. CV will release those owners who wish to participate from any future contractobligations. The Tryer family appears eligible to participate in this program. There is no evidence that the ***** family negotiated a minimum buyout on their original contract since they made their purchase privately.

  ******* ******* ****** *** ***** ******* ************* ********* ****** **** ****** ****** ** *****If the***** family still seeks to participate in the Legacy Deed Back Program, they should reach out to Owner Services ****** ******* ****** **** ******** ***** *** ******** * **** ** **** **** ***** ** ***** ********for information on how to proceed.Sincerely,**** **

• Initial Complaint

  11/16/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  To whomever, it may concern,Were Mr. * **************** and we are writing you this letter today to search for assistance with an issue we have with Capital Vacations. We have been associated with this company since March 2021. I just want to start off by saying that we were totally deceived in this situation. The salespeople at the time led us to believe all of these different things to get us to give in and purchase this timeshare package. After finally caving, we tried booking a vacation with a family of 7 and were told we did not have enough points when we were initially told, you could travel with a family of 7 with ******* points . My family and I had attended a new owner workshop where we were supposed to express our concerns and learn how to use the package better, but instead, we were bribed into upgrading. This did not happen once but twice since we have been owners. We informed **** (the sales representative) that we could not afford this second upgrade. They acted as if they were refinancing us and lowering our interest rate to help financially, but in all reality, they were wasting time telling us what we wanted to hear for the moment. With the payment of the timeshare and the maintenance fee, and the high-interest rate, we are starting to have a financial struggle. We have to work extra jobs to meet our obligations. This limits us from saving for vacations to take and, therefore, not being able to use our timeshare. We have had difficulty using our timeshare and difficulty getting the dates/locations we want when it is presented anytime/ anywhere. We feel as if it will continue to be a burden on our finances and family in the future. We have kids that we could be spending our money on instead of struggling to pay for this. These payments are higher than the mortgage for our house.Please tell us if there is something you could do to help. If you need any further assistance do not hesitate to reach out. ************************* **************************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to Resort from 10/9/22 to 10/16/22 for fall break vacation. Made the reservation through Interval international. Arrived the evening / night of 10/9. On night 1 found multiple issue as well as a dirty room, blood on wall, etc. Went on 10/10 and talked with front desk. Someone suppose to contact me. no one did. Went again on Wednesday night, no one contacted me. On check out advised of issues and they advised no one was in to complain to until 0900. Left before then for home. Contacted interval today with no resolution due to it being a resort issue they did not fix after going to them about it. Have pictures of issues and list of multiple other issues. Resort is not responsive to issues during the week we were there nor now when I have had the chance to call about the issues. Since staff was to lazy to document, interval refused to help anymore. Now seeking assistance from the BBB to get money refunded for stay. Have a list of other issues in our room we stayed in as well.

  Business response

  11/18/2022

  The resort team will be contacting the customer and offering him a gift certificate for a return stay at one of our resorts in Branson.

   

   

  Thank you for bringing this matter to my attention. We will make sure that the guest is taken care of.

   

   

  Thank you,

   

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

• Initial Complaint

  08/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like for some sort of response from Capital Vacations as to why I need to pay over 5 grand in exit fees when I have already paid them thousands upon thousands of dollars. I am literally not asking for a refund after all you people scammed me out of, yet you have the audacity to ask me for an exit fee, a very large one at that? I would like to now be released clear of any fees due to how disrespectful that whole ordeal is. You have already stolen so much time, energy, and money from my family that I would like for you to at least give me that. The fancy vacations you promised never happened. The convenience of owning a timeshare was a far cry from the truth. And the stating of it would be a much cheaper way to travel was a downright bald-faced lie.I would like to put this on the record, we could travel for a week-long vacation much cheaper through ****** or **** than we would be able to through Capital Vacations. We have seen through booking sites that you have had reservations available, but when we go to make those same reservations nothing is available. This ownership is one big lie and we are very dissatisfied with the way you have handled this whole situation. We would like a quick response on the BBB stating why you expect us to pay an exit fee after we have already paid you tons of money, that way all future buyers can see what your company is doing and its true colors! ***** *.

  Business response

  09/01/2022

  Capital Resorts Group, LLC d/b/a Capital Vacations (“Capital Vacations” or “CV”) is the owner and developer of the Capital Vacations Club (the “Club”), a multi-site timeshare plan created and registered with the ******* ********** ** ******** * ************ **********, ******** ** ************, **********, and ****** *****, pursuant to the Florida Vacation Plan and Timesharing Act, Chapter 721, Part II, Florida Statutes. The Club is structured as a perpetual trust and has over 15,000 Member Beneficiaries.Members are entitled to exercise and enjoy Member Beneficiary Rights subject to the terms of the Agreement of Trust of Capital Vacations Club entered between Capital Vacations (as “Club Developer”) andCRG Club Trust, Inc. (as “Trustee”), as may be amended and restated from time to time (” Trust Declaration”) and other Club Documents including the Club Purchase Agreement.The Vacation Interest Seller (“VI Seller”) named in the Purchase Agreement is the owner of the timeshare estates in the Club’s component site resorts (“Vacation Interest”) authorized by Capital Vacations, as Club Developer, to be sold to Purchaser. Please see ****************************for information about the Club’s component site resorts. The Vacation Interest identified in the Purchase Agreement does not affect Purchasers’ Member Beneficiary Rights. Pursuant to the Club Purchase Agreement, the Purchaser authorizes the VI Seller to deed the Vacation Interest to the Trustee and the Trustee to accept the deed to the Vacation Interest so that the Purchaser can be designated a Member Beneficiary. All Member Beneficiaries have the right to use and occupy all of the accommodations and facilities within the Trust estate. Capital Points are an appurtenance to the Member Beneficiary Rights and are not separable there  from.ThenumberofannualorbiennialCapitalPointsallocatedtothePurchaser/MemberissetforthintheClubPurchaseAgreement.Capital Points representthecurrencyusedtoreserveaccommodationsandfacilitiesoftheClub.InformationabouttheClubisdetailedintheClubPurchaseAgreementandotherClubDocumentsincludingtheClubArticles,ClubBylaws,ClubManagementAgreement,TrustDeclaration,ClubRulesandRegulations,andtheCapitalVacationsClub Plan Multi-Site Public Offering Statement (“MPOS”), all of which were provided to *** ****** closing. Our records show that *** **** entered into two ClubPurchase Agreementswith our company on April 9, 2019 in *******, Missouri with atotal allocationof 350,050 Annual CapitalPoints. Contract *******included an allocation of 40,050 Annual Capital Points and *** **** paid cash for that purchase, *********************** 310, 000 Annual Capital Points that was paid forin full ofthe equity from that certain timeshare interest in The Surrey Grand Crowne Resort Condominium[Unit *** *** (three one-bedroom unitswith annual use rights)]conveyed by deed from the owners to CV. Our records show that *** ****inquired about our exit program in February 2022because he wanted “out” of his contractfor health reasons. *** **** received a quote on the fees required to participate in the exit program.

  Inthis complaint, *** **** he wants to know why he would need to “pay over 5 grand in exit fees when he has already paid thousands of dollars.”He desires Capital Vacationstoterminates his contracts without charging him any fees.CapitalVacations is not obligated to terminate owners’obligations under their contracts, including the payment of annualCommonAssessments, Club Dues and Facility Fees. However, Capital Vacations does recognize the need for a solution for its owners who may no longer wish to own.Capital Vacations is a founding member of the Responsible Exit Program established by American Resort Development Association ("ARDA") to address such owner issues. ARDA is the trade association for the timeshare industry -https://www.arda.org.Capital Vacations developed its exit program, Graceful Exit,as part of its work with ARDA. This program is designed to assist owners who are paid in full and who are willing to pay a Graceful Exit Fee. In the event an owner complies, Capital Vacations offers to release the owners from any future contract obligations. In response to *** ****’s question, the Graceful Exit fee is based on several factorsincludingan owner’snumber of Capital Points,number of active contracts, VIP Loyalty Level.If*** **** decides he would like to participate in the Graceful Exit program, he would need tocall our Owner Services Department at the number below and ask for a new quote, as quotes are only good up to 7days.If ******* wishes to resell his timeshareinterests, CV can offer owners a direct connection to an authorized American Resort Development Association Developer approved resale company. CV recommends ********* ****** ********** (***). *** is a preferred broker that aids and provides resources to owners that wish to resell their timeshare interests. *** has a no upfront fee method of selling timeshares and agents are paid on commission after the sale is closed. If *** **** would like additional *** information, please refer him to our Owner Services Departmentand the agent can then request that *** contact *** ****to discuss resalesin further detail.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We own a timeshare with Grand Crowne who has been bought by Capital. With our timeshare in Branson comes a membership to Interval International which we use to stay in other places. We have used it in the past to stay in Breckinridge, CO and Washington, DC. We had also tried to use it to stay in Gatlinburg in 2017, but that place was uninhabitable and we received free vacation certificates that were being held for us to use on a future future vacation. We had moved in in middle of 2018 and my husband switched jobs in middle of 2019 and was layed off for a few months in 2020; With all of that going on, it took a while for us to realize that we hadn’t received bills or made maintenance fee payments to timeshare since 2018. When we finally received our statement and made our payments (for two years; we pay every even year), we went to login to our Interval International account to see if we still had our certificates and see how many points we had to try to book a vacation (Now that Covid is no longer a travel issue. Yay!) To our dismay, our Interval International account was locked. I called Interval and they said I needed to talk to Grand Crowne. I called Grand Crowne who said I needed to talk to Capital. I talked to Capital who said I needed to talk to Owner Services. I’ve made dozens of phone calls over the last month and talked to many people with these 3 companies (or entities of the same company as they are able to connect you with the other people they say you need to speak to). I’ve been given at least a half dozen different phone numbers to call and been handed off too many times to count. We’ve paid over $1000 in fees and received an email confirmation that we are up to date and yet no one has “unlocked” our account or given us access to it. I want to be able to log into our Interval account and find our points/exchanges for the two years we just paid and the certificates for the year we had been booked in uninhabitable accommodations.

  Business response

  04/21/2022

  Dear Dispute Resolution Center,

   

  In reference to complaint Case Number ******** regarding the ****** family, yes, they did pay what was owed on their account. However, the amount was paid late, and we have a process that must be completed before they have access to their Interval account. Soon that process will be completed, and we will inform the ****** family when that happens.

   

   

  Sincerely,

   

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

  Customer Relations Specialist

  Office of the President

  
  

  Customer response

  04/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  They have changed their story yet again. I have been told that it would take a week to process. Then I was told 14 days. Then 30 days. I was told by some reps that they could see no reason why my account was still locked. After doing some research, I’ve discovered that this company has been known to randomly lock accounts when clients get upset and complain about being passed around, put on hold for inordinately long periods of time and disconnected like I was.  From my experience with this company, I do not believe they are behaving in the best interests of their clients. If you call, their customer services number, you will see that their main objective is collecting money. If you’re not calling to pay fees, they don’t want to even talk to you. I haven’t been able to use my timeshare since 2016. Yet, we are required to pay $500 in fees every even number year regardless under threat of legal action. I just paid over a thousand dollars in fees. I want access to my account, my exchange credits for the two years I just paid, and the certificates given to us as a refund for the 2017 Smoky mountain vacation in which we were given uninhabitable accommodations.
  
  Sincerely,
  
  ****** ******

  Business response

  04/25/2022

  We are formally responding to the ****** family’s rebuttal complaint, we have verification that their points are now in their account, and they can call into our Owner Services Department who will be happy to assist the ****** family. In reference to a refund on a 2017 stay in the Smoky Mountains, we are so sorry to hear about this complaint all these years later. Owners who are not satisfied with their accommodations must report it to the resort and if the resort is unable to provide a satisfactory resolution, owners have thirty days to express their dissatisfaction to our Owner Services Department. We have no record that the ****** family informed us of their dissatisfaction of their resort stay. If the ****** family have any other questions, they can contact me at*******************************or call into our Owner Services Department by calling ***** ********, Monday through Friday, from 9:00 a.m. to 7:00 p.m., and on Saturdays, from 10:00 a.m. to 5:00 p.m. (EST).

   

  Sincerely,

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

  Customer response

  04/26/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  1. Our account is still locked. We still do not have access to it.

  2. In reference to the 2017 vacation accommodations that were uninhabitable, we did request and receive a refund in the form of  a certificate for another vacation. Because of our move in 2018 and my husband switching jobs in 2019, and then Covid, we had not been able to use it. I was told by one of the many customer service reps that I spoke to recently that there was no longer a certificate for a free stay in our account.

  3. At this point, I’m ready for Grand Crowne/Capital Vacation Club to refund our $1000+ and release us from this horrible time share scheme.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I paid Grand Crowne/Capital Resorts for $450 to get released from a timeshare. I had originally jointed Grand Crowne but they changed their name to Captial Resorts several years later. I wrote that check back in December 0f 2017. I got a statement from them asking me to send to an post office box in Tulsa, Okla a total of $3358.73. And if I don't pay it by March, they will charge me a fee. All this comes as a surprise to me because I thought I had been released from the timeshare. They told me not to worry about the maintenence fee.

  Business response

  03/11/2022

  Capital Resorts Group, LLC d/b/a Capital Vacations

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

  March 10, 2022Via Email: ******************

  BBB Centralized Complaint Services

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

  Dispute Resolution Department Re:BBB St. Louis Complaint Case No. ********; ******* ******

  Owner ID:******* ******** *********** ******** *******

  Dear Dispute Resolution Department,This letter shall serve as Capital Resorts Group, LLC d/b/a Capital Vacations’ formal response to BBB St. Louis Complaint Case No.********concerning ******* ******(hereinafter “Mr. ******”).Capital Vacations is the owner and developer of the Capital Vacations Club (the “Club Plan”), a multi-site timeshare plan created and registered with the Florida Department of Business & Professional Regulation, Division of Condominiums, Timeshares, and Mobile Homes, pursuant to the Florida Vacation Plan and Timesharing Act, Chapter 721, Part II, Florida Statutes.We would like to point out that Mr. ****** never purchased timeshare interests from CV and is anot Capital Vacations Club owner. Rather, business records show that on June 13, 2011, Mr. ****** entered an Interval Ownership Contract and Installment Note (Contract 1020211) to purchase a timeshare interest from the original developer, Surrey Vacation Resorts, Inc. (“SVR”). Thereafter, Mr. ****** upgraded his timeshare ownership with SVR on June 8, 2012 (Contract *******) and on October 1, 2013 (Contract *******) In July 2015, CRG FINCO, LLC, an affiliate of Capital Vacations, acquired certain assets, but not liabilities, of SVR, including a loan portfolio of timeshare purchase agreements and installment notes (contracts for deeds) which included Mr. ******’s then active contract, Contract *******.Upon investigating Mr. ******’s complaint, we discovered that he is correct. The statement he receivedwas based on an inadvertent record-keeping error by the resort’s management company. That error has been corrected.We thank Mr. ****** for his patience and for alerting us tothis problem

  Customer response

  03/18/2022

  Complaint: ********
  
  I am rejecting this response because:

  -I am still getting bills for maintenance fees and for $5000.
  
  
  
  Sincerely,
  
  ******* ******

  Business response

  03/22/2022

  This letter shall serve as Capital Resorts Group, LLC d/b/a Capital Vacations' formal response to BBB St. Louis Complaint case No. ******** concerning ******* ****** (hereinafter "Mr. ******").  Capital Vacations is the owner and developer of the Capital Vacations Club (the "Club Plan"), a multi-site timeshare plan created and registered with the Florida Department of Business & Professional Regulation, Division of Condominiums, Timeshares, and Mobile Homes, pursuant to the Florida Vacation Plan and Timesharing Act, Chapter 721, Part II, Florida statutes.  We would like to point out that Mr. ****** never purchased timeshare interests from CV and is not a Capital Vacations Club owner.  Rather, business records show that on June 13, 2011, Mr. ****** entered an Interval Ownership Contract and Installment Note (contract 1020211) to purchase a timeshare interest from the original developer, Surrey Vacation Resorts, Inc. ("SVR").  Thereafter, Mr. ****** upgraded his timeshare ownership with SVR on June 8, 2012 (contract *******) and on October 1, 2013 (contract *******).  In July 2015, CRG FINCO, LLC, an affiliate of Capital Vacations, acquired certain assets, but not liabilities, of SVR, including a loan portfolio of timeshare purchase agreements and installment notes (contracts for deeds) which included Mr. ******'s then active contract, Contract *******.  Upon investigating Mr. ******'s complaint, we discovered that he is correct.  The statement he received was based on an inadvertent record-keeping error by the resort's management company.  That error has been corrected.  We thank Mr. ****** for his patience and for alerting us to this problem. 

  Customer response

  03/28/2022

  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

  11/01/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We are timeshare owners at Grand Crowne in Branson, Mo. My husband and I are in our 70s and live in Florida. My husband has leukemia. So, we have to even be more careful about getting COVID than most people. We have been fortunate to so far not to have gotten COVID by following our doctor's advise. We had made a reservation to come to Branson for Veterans week (Nov 4-11) a while back when we thought surely the COVID would be over by now. We called today to ask would we be penalized if we did not come because of the COVID. Our doctor has said to avoid going inside where there are a lot of people. So, we avoid going indoors except for doctor's appointments and wear masks then. We only dine outside, etc. per doctor's orders. We were told we would lose our points. We said we would be willing to pay an exchange fee to stay in Florida where we can be outdoors. They said no, we will forfeit our points we used for that exchange. We pay for those points. We should be able to use them. This does not seem right that we forfeit our points during a pandemic. Our government says we are still in a pandemic. That is why they are insisting everyone get the vaccine (even though it does not work). and wear masks. We feel we should be able to use those points since we paid for them and stay in Florida where we will not have to travel a great distance and be safer.

  Business response

  11/02/2021

  Hi,

   

  We received a call related to the reservation for November 4th to November 11th, 2021 on November 1st, 2021 which was a few days prior to arrival. Our normal reservation windows provide a flexible cancellation policy that as long as you cancel two weeks prior you can pay a cancellation fee and receive your points back. I read through the concerns that the *******s mentioned in their complaint "We called today to ask would we be penalized if we did not come because of the COVID." and that was not mentioned at all on the call. We did advise them due to the reservation cancelling within 14 days they would not get the points back, but if they can call in today or by tomorrow November 3rd, 2021 they can pay the cancellation fee to get the points back. The points can not be extended so as long as they cancel prior to the arrival and pay the cancelation fee they could use those points back to Branson this year or they could use them through Interval International next year if the confirm the trip prior to 12/31/21.

  Thanks

  *******
  

   

  Business response

  11/02/2021

  Hi,

  As per our previous response, normally within 14 days of arrival you would not receive points back and still be required to pay a cancellation fee. We have offered to allow you to cancel the reservation today or by tomorrow by paying the cancellation fee and receiving the points back. You would be able to use those points prior to the expiration date of 12/31/21 to go back to Branson through the club or you could use those through Interval past that date if you confirm the trip by the expiration date.

  We look forward to hearing from you if you do decide to call, pay the cancellation fee and receive the points back which would be an exception to the rules of the club.

  Thanks

  *******

  Customer response

  11/03/2021

  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,
  
  ******** *******

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