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:07/15/2025

  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.

  Vacations Universal scammed me saying they would rent my timeshare and never did. I've seen on forums It's a scam. I'm looking to contact my credit card company. I can't get a copy of my contract either.

  Business Response

  Date: 07/16/2025

  Greetings,

  Kindly provide an account # or contract # so we can further assist you as the information you've provided does not match our records. Thank you 

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to speak on my experience and request a termination of contract and full refund from from this merchant due to services not provided as a result of fraudulent misrepresentation, lack of required spousal consent under violation of consumer protection laws and unethical sales practices. I outline the details of my claim. 1. Misrepresentation: The merchant assured us that the purchase was not a timeshare, yet the transaction was classified as one on my credit card statement. The sales presentation falsely claimed that the purchase would provide exclusive access to rental income to offset the cost of purchase which was proven to not be true. 2. Violation of Mexican Consumer Protection Law: Alcohol was served during the presentation, violating NOM-029-SE-2021, which prohibits offering alcohol during timeshare presentations to protect consumers from impairment. A waiver acknowledging the prohibition of alcohol was signed AFTER alcohol consumption occurred, rendering it legally invalid under Mexican law, as consumer protections cannot be waived.3. Coercive Sales Tactics: Alcohol was served before contracts were presented, impairing my ability to make an informed decision. My sister, a non-drinker, was also served alcohol, felt buzzed, and signed a contract under similar circumstances. She has provided a witness statement confirming these facts. 4. Intentional Omission of Waiver: The waiver acknowledging the provision of alcohol was excluded from the contract copies provided to me, indicating bad faith and unethical practices by the merchant. 5. Lack of Spousal Consent: Under ******, ** and CA community property laws, financial agreements involving substantial commitments, such as timeshares,require the consent of both spouses. My spouse was neither informed of the transaction nor provided consent,rendering the contract invalid. This lack of consent directly violates community property requirements and supports the reversal of the transaction.

  Business Response

  Date: 12/19/2024

  Greetings,

  Please be advised that the account is under review. We will update you of any new information received. Thank you
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22636618
  
  I am rejecting this response because: there has been no resolution in over 14 days! 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/30/2024

  To whom it may concern, 

  In regards to BBB Serving ***************, Consumer Complaint #********,  The company would like to first clarify that no one is served alcohol during the sales presentation without  consent, by the contrary, individuals who attend are provided with a variety of nonalcoholic beverages as well to choose from.
  Membership was purchase back in May and it was not until November that member requested cancellation, as stated under Clause 16, member has 5 days after purchase to cancel without penalty, member takes a copy of all documentation signed and had the opportunity to review after the sales presentation took place.
  Also, Please note that members contract clearly states that they are entitled to lodging services and use of timeshare services within the developments owned by the company.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22636618
  
  I am rejecting this response because: I was coerced into sign a document after the timeshare presentation,
  which acknowledges that alcohol was served to me. This occurred despite the
  provisions of NOM-029-SE-2021, which explicitly prohibit the offering of alcohol during
  such presentations. The provision and consumption of alcohol during the presentation
  directly violated Mexican consumer protection law.
  ? Details of Alcohol Consumption: I never requested alcoholic beverages  Alcohol was given to us, and consumption occurred on May 19, 2024, at approximately 11:17 AM, during the timeshare presentation. This took place

  well before any document or contract was presented for signature. Impairment
  had already occurred at the time of signing, which affected my ability to make a clear and
  informed decision.
  ? *******************Consumption:
  The waiver was presented after the alcohol had been consumed, which
  demonstrates the companys awareness of the law and a deliberate attempt to
  cover their violation. This act alone highlights bad faith and unethical
  practices.
  ? Omission of Waiver from Provided Documents:
  Upon reviewing my contract documents, I discovered that this waiver was
  tactfully and intentionally excluded from the copies provided to me by Villa
  Preferred Access. I only have a record of this waiver because I took a photo with
  my phone, which includes time-stamped evidence.
  ? Violation of Non-Waivable Consumer Protections:
  Consumer protection regulations such as NOM-029-SE-2021 are non-waivable
  under Mexican law, meaning no company can legally circumvent their obligations
  through a waiver. The provision of alcohol during the presentation, regardless of
  the waiver, constitutes a clear violation of the regulation.
  ? Misrepresentation and Coercive Sales Tactics:
  The combination of alcohol provision, high-pressure sales tactics, and the
  concealment of this waiver from my contract copies contributed to a misleading
  and coercive sales process. The company's actions impaired my ability to make
  an informed decision and are evidence of unethical business practices.
  ? This case demonstrates that the company knowingly violated consumer
  protection laws and engaged in bad faith actions to pressure me into signing a
  contract under impaired circumstances. I request reimbursement and that the contract be reversed
  under the following grounds:
  ? Misrepresentation
  ? Regulatory Violations
  ? Bad Faith Sales Practices
  

  Additionally, this response does not address lack of spousal consent despite disclosing my martial status. Nor does it address high pressured sales tactics and the fact that I dis not have access to any services due to activation taking more than the time required to cancel the contract. 

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

  Customer Answer

  Date: 01/15/2025

  I am writing to follow up on my formal request for the termination of my vacation membership contract with your company and a refund of any prepaid amounts. This request is based on the protections afforded by the Servicemembers Civil Relief Act (****) and the Military Lending Act (***), due to the undue hardship caused by the military service obligations of both my spouse and myself.
  My spouse,  is an active-duty member of The ******** and his military orders have caused significant disruption to our financial situation. In addition, I am a member of the ************** and my service obligations also contribute to the financial and logistical challenges we are facing. As a result, the terms of this vacation membership contract, and the continued payments are creating an undue financial burden on our family.
  Additionally, the vacation membership contract includes financing that, under the Military Lending Act (***), is subject to a 6% interest rate cap for service members and their dependents. The contract includes an interest rate that exceeds the 6% cap, it is in violation of the *** and is therefore unenforceable. Therefore the entire agreement is invalid under military protections.
  Furthermore, I would like to bring to your attention that my spouses consent was not obtained when the contract was signed. Given that he is an active-duty service member, the lack of his consent is a violation of protections under both the **** and the *** as military protections require that the active-duty spouse be included in any contract that could have financial implications. Under **** regulations, the absence of spousal consent is a clear violation, which invalidates the agreement. 
  Specifically, the financial strain caused by this contract is exacerbated by the military obligations of both myself and my spouse. The military orders have rendered it impossible for us to use the membership, and the ongoing payments are creating a financial hardship that is unfairly burdening our family.
  Furthermore, although your company operates in *******************, ******, I understand that you also have operations in ******. As a result, I am invoking the protections under the **** and the ***, which apply to ************ members and their families, including those affected by contracts administered by U.S.-based entities.
  Therefore, I am requesting the following actions under the **** and ***:
  Immediate termination of the vacation membership contract.
  Refund of any prepaid fees or amounts for periods of non-use.
  Confirmation that no further payments will be required, as the contract is being terminated due to the protections afforded under the **** and ***.
  

  Business Response

  Date: 01/31/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, The company respectfully disagrees with the member's claims, as the guidelines established are being followed, and the contract is duly registered in accordance with consumer protection laws.
  It is important to clarify that the member was never obligated to consume alcohol. If an offer was made,the member had the option to decline, other beverages were served such as soda,water, juice.
  Furthermore, as stipulated by federal consumer protection laws, the member is entitled to a copy of all signed documentation and has a 5-day period after purchase to cancel the contract without penalty. However, this was not exercised. On the contrary, the member accepted the welcome call on 05/28/2024, which was nine days after the purchase date.
  
  The company kindly requests that the member adhere to the terms of the contractual agreement.
  Best Regards,
  
  
  ******* Ivette ****
  Member Services Director
  PH 624 145-7000
  EXT 653
  ******************************************************
  *********************
  TOLL FREE ***************

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22636618
  
  I am rejecting this response because:

  The Eleventh Circuit Court of Appeals ruled in favor of military timeshare buyers, stating that we are covered borrowers. As a covered service member under the Military Lending Act (***), I am entitled to protection against predatory lending practices. The deceptive sales tactics, false claims regarding financial benefits, and high-pressure sale tactics all fall within the scope of practices that the *** seeks to prevent. Furthermore, the contract contains terms that are inconsistent with the ***s requirements, including failure to fully disclose the true nature of the product.

  The facts remain clear: I experienced mis***resentation and unethical sales practices (evidence is on the attached WhatsApp thread with the sales ***resentative). I was presented with a "vacation ownership package" that was never identified as a timeshare, despite my explicit inquiry. Never during the presentation was the term "timeshare" used. When I raised concerns that the package sounded like a timeshare, the sales ***resentative reassured me that it was a vacation ownership program.

  I was promised that vacation experiences would be easier and more affordable, but the reality has been the opposite. I was informed that I could cancel my membership at anytime. Moreover, I was told my points would not be available until November 2024, making it impossible to assess the true value of the product before the cancellation deadline passed. This was a deliberate tactic to prevent me from realizing the full extent of the limitations and restrictions before the cancellation deadline passed.

  The system for booking vacations has been frustrating, with the promised benefits proving to be nonexistent. In attempting to book vacations, I spent hours each day trying to navigate the system. After weeks of frustration and failed attempts, it had become clear that I was baited and switched. 
  
  I asked my sales ***resentative, ***************************, about visiting specific locations like ******* and ************************, I was told there were hotel options in those areas. He showed us false pricing that appeared significantly cheaper than commercial rates. Later, I learned that availability at these locations is nonexistent. 
  
  I was told that the primary reason to purchase the package was as an investment that would appreciate in value. I was assured that I could generate income by renting out my unit for a profit. This was a critical part of the deception.  It was not disclosed that this is a timeshare with-no resale value.  
  

  There were several disc***ancies between the information I was given, what the sales *** promised and what is in the contract. I request that this activation call to be reviewed and a recording to be accessible to me. 

  The financial and emotional strain this has caused is something I would not wish on anyone. I want a refund of all payments that have been made and a deed of surrender/cancellation of the contract as none of the services promised have been able to be utilized as promised. 
  
  
  
  
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 02/17/2025

  I would like to add that your reply does not address the core issues of my complaint. My concerns are not about the rescission period or beverage options, but rather:

  1. Breach of Contract 
  
  I would like to bring to your attention that the sales representative violated the terms of the contract by explicitly recommending rental companies to me as a way to generate income from my timeshare. This is in direct violation of the companys policies and the contract which explicitly state: In addition, Consumer's salesperson is not allowed, in any way, to represent any specific rental or sales rates or refer any rental/resale companies to Consumer.

  
  I have attached WhatsApp conversations from the sales representative confirming this recommendation.
  I have also attached the relevant section of the contract and company policy that contradicts what was represented to me during the sales process.
  
  This misrepresentation is a clear violation of the terms of the contract and was a major factor in my decision to enter into the agreement.
  
  Additionally, I was not provided with a copy of all signed documents, including the alcohol waiver, which was only presented after alcohol consumption had already occurred. I was only able to take a photo of this document. This failure to provide essential documentation is another breach of contract.
  
  2. Denied Access to Promised Services
  
  I was led to believe that I would be able to access the booking system and enjoy all the promised benefits of the program, yet I have been denied access to the booking system and other key features. This has prevented me from verifying the value of the product or using the services as promised during the sales process.
  
  3. Independent Review by ******************
  
  Furthermore, ****************** conducted a thorough independent review of my dispute and found merit in my claims. They determined that I did not receive the services as promised and ruled in my favor. This independent determination that I am not liable for the charges supports my position that I was induced into the agreement under false pretenses.
  
  Given the above facts, I am requesting a fullrefund of any remaining payments and the cancellation of my timeshare contract due to the breach of contract, misrepresentation, and the failure to deliver the services as advertised. I believe this is a fair and reasonable resolution considering the circumstances.
  
  Please advise on the next steps regarding this request. I hope we can resolve this matter amicably, but if we are unable to reach a fair resolution, I may have no choice but to explore other avenues, including legal options, to protect my rights.
  
  I look forward to your timely response.
  
  

  
  

  Customer Answer

  Date: 02/17/2025

  See attached. 

  Customer Answer

  Date: 02/17/2025

  I also have screen shots. 

  Customer Answer

  Date: 03/18/2025

  Please do not close this case as the resort has not responded. 

  Business Response

  Date: 07/17/2025

  To whom it may concern,

  In regards to BBB Serving ***************, Consumer Complaint #********, the company respectfully disagrees with the member's claims.

  The company has consistently provided the member with services as outlined in the contract. The contract clearly states that reservations are subject to availability. If the member was unable to secure the desired dates or room, alternative options were presented. Additionally, the member had previously booked a reservation that was later canceled and opted to exchange the time.

  While the member is correct they have not yet utilized the membership, this is due to bookings scheduled for a later date.

  It is important to emphasize that every situation is reviewed on an individual basis. If a cancellation was granted to another individual, it was done in accordance with their specific circumstances, including meeting all required criteria. In this case, however, the member in question signed an agreement that clearly states under Clause 16 that they have five days to cancel members purchase date is 05/19/2024.

  The company respectfully requests that the BBB encourage the member to honor the terms of the contractual agreement they signed.

• Initial Complaint

  Date:10/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company called me advising they could sell my 6 Grand Hilton Vacation club guest certificate passes. They advised for an upfront fee they would manage all expects of booking reservations and would send me a minimum of $1000 per pass. They advised it would take ***** days to get reimbursed. I charged my Hilton Amex.

  Business Response

  Date: 10/22/2024

  Greetings,

  Please be advise that Universal Vacation Club is not affiliated nor sell ******. This complaint was filed and sent to us in error. Please close this complaints. Thank you
  

   

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising 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.

  Account #******** owner #**vf00007193000 Buying a **************** membership has been one of the worst mistakes of my life and feel I have been taken advantage of. My former fianc and I learned of *********** during a free presentation while on our first vacation to ******. We were naive to the high-pressure timeshare selling tactics being used. They convinced us to sign up based on a false promise of an unlimited getaways offer through Interval International only being available that day. (We felt deceived after later learning this benefit was always available.) I attempted to cancel upon returning home but was told I had zero options and that it was too late. My girlfriend and I ended our engagement later that year and I was stuck taking on this burden alone, which has caused a financial hardship ever since. I have consistently paid our membership fees totaling $7,057 by myself, but have not been able to even use the service for a vacation once. I attempted to book a trip earlier this year with points I had transferred over to Interval International through the exchange program only to discover that every resort I selected would require all inclusive service which I didnt want and couldnt afford. That requirement was never mentioned in the presentation details, and defeats the purpose of using this membership. I would have never agreed to this to begin with if the terms were more transparent and I knew how misleading everything would be. I do not anticipate being able to use the membership in the future, since any place I've been interested in staying has restrictions or requires all inclusive and becomes cost-prohibitive. I am formally requesting a release from my contract with no further charges. I believe the circumstances outlined above constitute valid reasoning for termination and need a review of my case as soon as possible. I would like **** to provide me with detailed information on the steps to facilitate the cancellation process.

  Business Response

  Date: 03/22/2024

  Greetings,

  
  In further review, the resort reached a mutual resolution to the complaint.The resort is allowing to cancel your membership but there will be no refund.Please see attached Voluntary Surrender documents. Thank you. 

   

  Customer Answer

  Date: 04/03/2024

   
  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:12/09/2022

  Type:Billing 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.

  My account # is ********. Last Fall I received my 2023 maintenance fee bill and it was wrong. It incorrectly billed me for a 2023 week fee even though I had pre paid it when making a reservation with it earlier. I understand that in cases of borrowing an incremental fee adjustment is due (between the fee when the week was borrowed and the ultimate 2023 amount) but this was for far more than that ($500+). Since then, I have both called in & written at least 6 times to have it corrected. EVERY time that I speak to a representative they look through my reservation history and agree that the bill is wrong - and they then tell me it is being sent to accounting to be fixed & that someone will call me back. Or that they have passed it to a supervisor who will call me back. NOBODY has ever called me back nor corrected it. As of today it shows "delinquent." I have an upcoming (12/21 arrival) reservation on this account which I do not want to have any problems with. Unfortunately, the only way it would seem that I can get someone to respond is via a formal complaint - so here it is.

  Business Response

  Date: 12/14/2022

  Please be advised that a supervisor  call back  was placed and message was left on 12/13/2022.  Please be advised that the payments for maintenance fees are under review and should take 48 hours to get an update. Thank you.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18546923
  
  I am rejecting this response because:
  Nobody called me. There is no voicemail message on my phone. Ive received no response. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/20/2022

  Please be advised that the account is being reviewed. We will contact you of any new information received. Thank you

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18546923
  
  I am rejecting this response because:

  I called AGAIN today - at least my 10th call in addition to at least 10 emails in addition to this BBB complaint

  The rep I spoke with (*********) told me that a review had been conducted and that I am right - the bill is wrong - I already paid for the 2023 week. She said this was determined on 12/15. And she has no idea why the bill has not been corrected to show this nor why nobody has told me. 

   

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

  Business Response

  Date: 12/28/2022

  Please be advised that we have tried to explain and resolve member's maintenance fee dispute. Member was contacted thru email and via phone call. Unfortunately she hung up. Thank you

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18546923
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  LOL. I did NOT "hang up." 

  So here for the 10th time again is my question. 
  
  
  I paid for the 2023 weeks when I borrowed them to book reservations.
  
  
  1) Please tell me how much I paid for them when I did this.
  
  
  2) Then tell me what the current 2023 maintenance fee rate is for this contract.
  
  
  I should only be charged the difference. 

   

  Business Response

  Date: 01/24/2023

  Greetings,

  Please see the email correspondence from the supervisor to the member regarding the refund which was sent Nov 8, 2021

  Hello *******,
  
  I sent our member an email yesterday, please see response below.
  
  
  Thank you.
  
  Yes;please apply part of the funds toward whatever I owe. 
  
  On Monday, November 8, 2021, 03:00:04 PM PST, Lomac Mavoungou <*************************************> wrote:
  
  
  Hello ***************,
  
  We submitted a refund for the unit split of $515 and **** maintenance fee of $1021.  We did put the **** holiday week back as a 2 bedroom. In addition, when the 2 reservations were cancelled part of it was book using club time which we will submit the refund.Would you want to apply part of the funds towards the 2022 maintenance difference? You prepaid the maintenance and now that the invoices have been sent, the 2022 increased and you have a difference of $33. Please let me know how you would like to proceed.
  
  Thank you,

  Lomac ******************* Services Supervisor
  
  ********************-71845
  *************************************
  6850 ************ ************* 89119
  ***********************

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18546923
  
  I am rejecting this response because:

   

  This email has absolutely nothing to do with the fact that I was apparently being charged for a studio week which I was inappropriately not charged for in the past. *************************** was able to get to the bottom of this mess and also advised me that I had THREE pre paid studios on this account which had not been used. EVERY time I have called in and spoken to other reps I was erroneously told that I had no unused weeks on this account. The repeatedly incorrect information and mistakes made are astounding. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/13/2023

  Please be informed that we a manager have already reached out to the member for resolution (please see below) and the member have already replied. Thank you.

  
  From: Lomac Mavoungou <*********************************>
  Sent: Tuesday, November 9, 2021 7:04 AM
  To: *************************** <*********************>
  Cc: Ma ******************************** <*******************************************************;;*********************** ******************************************************* <**********************>;*************************** <***********************>;*************************** <********************************************************;;************************* ********************************************************* <********************>
  Subject: RE: 18-35178/*******************/ BBB Complaint Case# ******** (Ref#***-90034210-********-4-302)
  
  Hello *******,
  
  I sent our member an email yesterday, please see response below.
  
  
  Thank you.
  
  Yes;please apply part of the funds toward whatever I owe. 
  
  On Monday, November 8, 2021, 03:00:04 PM PST, Lomac Mavoungou <************************> wrote:
  
  
  Hello ***************,
  
  We submitted a refund for the unit split of $515 and **** maintenance fee of $1021.  We did put the **** holiday week back as a 2 bedroom. In addition, when the 2 reservations were cancelled part of it was book using club time which we will submit the refund.Would you want to apply part of the funds towards the 2022 maintenance difference? You prepaid the maintenance and now that the invoices have been sent, the 2022 increased and you have a difference of $33. Please let me know how you would like to proceed.
  
  Thank you,
  
  
  
  Lomac ******************* Services Supervisor
  
  ********************-71845
  *************************************
  6850 ************************************************************ style="mso-special-character:line-break">