Complaints

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

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• 

  Sundance Vacations, Inc.

  264 Highland Park Blvd Wilkes Barre, PA 18702-6711

• 

  Sundance Vacations, Inc.

  4000 Crums Mill Rd Ste 104 Suite 104 Harrisburg, PA 17112-2896

• 

  Sundance Vacations, Inc.

  620 Allendale Rd Ste 150 Suite 150 King of Prussia, PA 19406-1467

• 

  Sundance Vacations, Inc.

  76 Kennedy Dr Drums, PA 18222-2238

• 

  Sundance Vacations, Inc.

  PO Box 760 Albrightsville, PA 18210-0760

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:06/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This companyhas continued to be a high pressuretactics, switch and bait pricing and has misrepresented costs and availability associated with its vacation packages ,as well as hiddencharges . All of this is why we never used any of the said vacations or free trip , Free tickets etc. voucher . This was all deceptive and very much misleading . I feel that this company is doing anything it can to avoid canceling and fully refunding all monies paid for services we never received and were never happy with as to the limited availability of areas of our interest of travel and most were only the highest prices, continued pressuring that Candy did while on the phone call while i was at work was unacceptable and trying ro make me book something on that call , this was just another high pressure tactic utilized by their company to avoid doing the right thing and cancel / refund as we have requested .We still stand on this position below .Sundance provided a significant monetarycompensation fund that has been set aside distribution to certain customers in the sole discretion of the ***. I am respectfully seeking repayment from those funds for reimbursement of all monies i have paid into Sundance Vacations for Sundance to close my account with Tri state financial and have it reported as paid as agreed/ closed with no negative impact to our credit report we want the account with ********************** and Tri state cancelled and closed .

  Business Response

  Date: 06/04/2025

  Hello, Mr. ******** please see attached response. Please reach out if there are any questions. Thanks, Candy 

  Customer Answer

  Date: 07/01/2025

  my  apollogies. for the late response  .   
  this issue has still mot be resolved  and the  account. according to ********************** has still not been cancelled  with Tri State Financial.  The only  thing that  keeps occurring is that Candy with  sundance continues  to call me on the phone , very much high pressure in her conversations, but polite and stated the account is still active and that there are additional fees on top of the package that was purchased and I need to book something  ( as thats whats in the  package ) . I get multiple calls a week and

  Business Response

  Date: 07/03/2025

  Good Morning, Mr. ******** please see attached response. Thanks and have a great day! Candy 

  Business Response

  Date: 07/03/2025

  Oops I had a wrong date on the previous response , disregard and accept this response. Sorry about that

  Customer Answer

  Date: 07/21/2025

  my complaint with sundance vacations has continued to  go  unresolved . They continue to refuse to do the right thing as i have discussed with them and  the attorney generals office on numerous  occasions. To only be met with impolite,  very high pressure ,  almost demanding  words from sudance vacations representative refusing to  fully cancel the  program we initially were pressured into  agreeing to , and their refusal to permit me from speaking to their highest level in the company ( owner ) to have this canceled  and refunded as we request as no product or  services were ever used by us .  

• Initial Complaint

  Date:05/29/2025

  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 became a member of Sundance Vacations in June of 2018. I received notification that I had won a free vacation and in order to claim it I would have to sit through a brief presentation. So I went to the place and sat through a rather lengthy presentation of gorgeous beach homes and resorts and listened to wonderful stories about all their happy clients. I was also told that you had to wait until a certain time of the year to book your vacation. Needless to say, I was too late to get any beach places that summer. At the time, I was a teacher so my vacation dates were limited. I was finally able to make a reservation for the following summer. It was not on the beach. It was a two block walk and it did not look like any of the places that they showed at the presentation. Shortly after I got home from that vacation, Sundance called me to say that they were expanding their services so that now you could get discounts on airfare and hotels, etc. So I listened to that sales pitch and was led to believe that it would save me a lot of money on hotels, etc. Well come to find out, it's not any better than say Expedia or Trivago or any of the other discounted hotel rates. Also, I was interested in some international places. So far, I have not been able to find any places that Sundance has that I would want to visit. But I took the bait and bought into it. I have called them several times over the past two years saying that I am no longer interested in being involved with them. I have only taken 3 vacations myself and last year my nephew used one. I have a son who is living in ******, ******* and when I looked into visiting him, Sundance had nothing to offer me that I couldn't have gotten through one of the other hotel discounts. I would like to be removed from this vacation contract as I feel it is not doing me any good and is becoming a financial hardship with the monthly bill for the added package and also the quarterly cleaning fees.

  Business Response

  Date: 06/03/2025

  Hi, Mr. ******** please see attached response and reach out if you have any questions. Thanks, Candy 

• Initial Complaint

  Date:05/29/2025

  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.

  In 2021, we purchased a vacation package from Sundance Vacations believing it would provide affordable travel. However, the required fees to use the prepaid weeks were much higher than communicated. We felt stuck but kept paying, assuming we had no legal recourse. As of May 2025, we still havent used a single ******* Feb. 2024, a sales team visited our home offering free event tickets (which required a $50 depositsomething not disclosed ahead of time). They arrived during a chaotic time with our four young children and pressured us into upgrading our package. We repeatedly said we couldnt afford it, but they refused to leave, returning with new offers until we gave in.this took hours. They claimed it was a special deal due to my husband being a veteran, but we now feel his status was used to manipulate us. We asked for time to review the contract, but were told we had to sign immediately. Overwhelmed, we signed.Weeks later, I logged into our account and saw $7,500 and 84 more months of payments had been added. This wasnt an upgradeit was a new package. We felt sick but again thought we had no options. While researching legal help, I found the Attorney Generals $500,000 settlement and submitted a complaint.Sundance offered a $3,000$3,500 reduction and told us we could resell or let others use our weeks. These are not reasonable solutions. We proposed continuing to pay off the original package and cancel the upgrade. They refused and blamed us for not canceling in the 3-day window. We had never complained before because we didnt know we could. We now know that we are not alone. We were pressured into signing something we never wanted and still cant afford. Despite admitting no wrongdoing, Sundance clearly uses tactics that manyincluding the Attorney Generalhave deemed predatory. They have the power to fix it but are choosing not to, prioritizing their bottom line over the ability of a struggling veteran family to provide for four young children.

  Business Response

  Date: 06/03/2025

  Hello, Mr. ******** please see the attached response and reach out if you have any questions. Thanks, Candy 

• Initial Complaint

  Date:05/20/2025

  Type:Order 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 writing to formally express my dissatisfaction with a vacation package I purchased through the company. During the initial sales presentation, I felt heavily pressured to commit to a package despite my reservations. I was assured that the program offered great value and flexibility, which has not been my experience.Since signing up, I have found that the associated costs continue to rise, and I have been unable to use the service in a way that justifies the ongoing expense. I recently contacted your customer service department to discuss my concerns and request assistance in either reducing the cost or cancelling the package. Unfortunately, I received no meaningful support or solutiononly reiterations of the contract terms without any attempt to work toward a fair ************* this point, I feel stuck in a service that no longer serves me, was misrepresented at the time of sale, and is costing me money with no return. This situation reflects not only a disappointing experience but also what I believe to be misleading and high-pressure sales tactics.

  Business Response

  Date: 05/21/2025

  Hello, Mr. ******** please see attached response. I was able to speak with the client and resolved the issue. Please let me know if you have any questions. Thanks, Candy 

  Customer Answer

  Date: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *********
  
  

• Initial Complaint

  Date:04/07/2025

  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 signed up with Sundance Vacations in August of 2024. I was shown places all over the ** and many throughout the world. The initial fee was $12,000 for 32 weeks with a maintenance fee of $580 annually. I already had vacations planned for 2024 and parts of ************************************************************ 2025. I recently attempted to book a trip that was highlighted in the presentation we were given when I signed up but there isn't anything at all in the city we planned to visit now. In speaking to a customer service representative I was informed they couldn't come to an agreement with providers in that area so it's been eliminated from their map and list. When I complained that it was a highlighted location I was basically told sorry you can't go there using your weeks. I feel we were deceived, that this was a bait and switch scam. Had I been informed that the locations would be eliminated I would never have agreed to this contract!!!

  Business Response

  Date: 04/09/2025

  Good Morning, Mr. ******** Please see attached response. Thanks, Candy 

• Initial Complaint

  Date:04/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were tricked into buying weeks from Sundance vacations. We sat with them over an hour how this brand new vacation plan offer more locations and we get more weeks. The price was $20k. plus the annually cleaning fee. We were told the annually fee haven't gone up and its like 1% at most. That was a BIG lie, the fee goes up higher than 1% and there isnt alot of locations as they made it seem. We called Sundance to cancel the loan because after going back and forward we got **** into it. The rep ***** want to take no for an answer and made it seem like it was too late to cancel. Instead she just cut the loan into half as if she was doing us a great favor. After having this for almost 3 yrs we only have use it once. The fee every year is getting higher and higher. Its even higher than our monthly payment. We went to a lawyer who will send out a 'stop and desists' ************ was pressuring us from the very beginning, and we just want to be let go from our contract.

  Business Response

  Date: 04/04/2025

  Hello, Mr. ******** please see attached response. Thanks, Candy 

• Initial Complaint

  Date:03/24/2025

  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.

  My husband and I got call from Sundance Vacation about free trip we won from drawing he put in for. So we went to check it out. We were starting to leave after the presentation and some *** said just sit down and we can go over pricing so thought what could it hurt. Boy was that stupid. Now I am the more rational when it comes to our funds and spending. I kept saying that we couldn't afford it and we don't travel a lot since both work. The *** would give us a lower number for down payment amount and we would say to much. He would come back with it will come in handy when you retire and others in the family could use it also. He came back each time with lower amount till we caved in and said okay because was sounding better more he talked about things with package. The total amount for vacation package, and finance charge was $17,596.71. We ended up paying $3,000.00 as down payment. Then he mentioned an amount for a service charge for $580.00 (****** qrtly), which he made it sound like one time deal and it's not. Turns out the free trip has cost of $99.00 to it. My husband had problem finding hotel on vacation we took last year. He said looked easy on their computers, but not on ours. The stays were to be certain amounts for a week depending low demand or high demand. For the amount of the package and the service fee we shouldn't have to pay at all for hotel. I called their headquarters and talked to lady there explain we ran into some hardships and would like out of contact, but she would not budge at all. My husband had to retire early so he doesn't get as much money monthly and I don't get as much take home since had to take insurance out on myself. We just can't afford the ****** monthly toward package and ****** quarterly now. All we want is out of the contract. Thank you, ***** *******

  Business Response

  Date: 03/26/2025

  Hi, Mr. ******** please see attached response. Thanks, Candy 

  Customer Answer

  Date: 04/07/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23111579
  
  I am rejecting this response because: Candy would not budge at all to cancel this contract. She offered to lower payments or sell it to someone else. First I have read other testimony from other couples that have gotten out of at least the main part of contract, but kept part of it. I asked to do that and she said no because the weekend part of package is an additional benefit to the whole thing, second why would I sell it to friend and get them into this mess. I did let Candy I was stopping payments on the service fee part.this started as $145.00 quarterly now is upto ******. This was made to sound like it was only for one year. I also told her I was not happy with her response.

  
  
  
  Regards,
  
  ***** J *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/23/2025

  Hello, Mr. ******** please see attached response to the rejection. Thank you. 

  Customer Answer

  Date: 04/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23111579
  
  I am rejecting this response because:
  We were misled on costing of Service Fees, not really a free trip, which is why my husband signed the card at fair. To see what it was all about. We were not told the free trip really had cost behind it.Even with Candy offering a lower payment amount it does not help us. The whole thing is we should have just walked out after the presentation,  but left our selves get misled and feel into it with the hyping up they did on the program.

  Best Regards, 

  
  ***** J *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/05/2025

  Hello, Mr. ******** please see attached response and let me know if there are any questions. Thanks, Candy

  Business Response

  Date: 05/05/2025

  Hi, Mr. ******* , please ignore my earlier attachment and please see this updated attachment. Let me know if you have any questions, Thanks, Candy 

  Customer Answer

  Date: 05/09/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23111579
  
  I am rejecting this response because: Plain and simple I want out of this contract. As far as the quarterly payments what Candy told me was not correct. There are 2 locations in contract about the service fee and one page alone on it, but no where does it say every year the total amount would go up 5%. It mentions in number 3 of the terms and conditions ****** per year plus any applicable taxes if required by law. How does Candy know if there is and it would be 5%? That is just small piece of the whole issue. The whole thing is things we're sounded one way one time and then different another time. Example is the service fee. During presentation it was mentioned about service fee of ******, but not yearly. Again don't remember the gentleman saying it either while going over things and hyping up the vacation plans. When went over paperwork said and this is signing for the quarterly service fee. It was not read over because I would have seen word yearly then. Please don't bother going back to company because Candy will just call to go over it again and probably say we were  not paying attention

   We just want to be done with the whole thing and out of contract.
  
  Regards,
  
  ***** J *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/19/2025

  Hi, Mr. ******** please see attached response and let us know if you have further questions. Thanks, ***** ******, EVP - Sundance Vacations 

  Customer Answer

  Date: 05/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23111579
  
  I am rejecting this response because: I am not giving anymore reasons why I want out of contract. Everything i talk to Candy i let her know why I want out of it. We just can't afford it. I let her know exactly  my opinion s and the way the salesman kept coming back making it sound exciting. I still know he said things one way and then we're not. I know you will send this to Candy. This process is just a back and forth thing and Candy is never going to budge. I am not calling her back since nothing else to say. I feel left down with the BBB also. If I knew it was a back and forth game would not have even started. Sorry I wasted all your time, but looks like I get no help. *****
  
  
  Regards,
  
  ***** J *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/21/2023 My partner and I went to a presentation which was advertising vacation rental packages. We originally got the call invite due to winning a free raffle application we filled out at the ********************* grounds. A few days later after the fair, we received a call informing us that we had won the free raffle and had won a free vacation as well. Upon arrival to see the presentation we were sent to a room with other winners to view the presentation which was a video narrated by a male presenter. The presentation of course was very intriguing and It seemed like a good idea, After the presentation we were invited to invest in one of the packages, The purchase required a down payment. Initially, the representative who was assigned to me and my partner, told us that the deposit was a minimum of $1000 dollars. After explaining that we did not have that type of money at the moment , they proceeded to drive down the price of the deposit by a couple hundred dollars. They explained that they were making an exception by doing this because they usually strictly adhere to the deposit minimum. One of the managers kept insisting how great of an investment it would be by purchasing the Package, They showed us "success Stories" of families traveling all over the world by using the Vacation Packages. The Manager even asked if we had any family who could help us with the deposit. The meeting with the representative lasted about 45 five minutes. After many attempts of persuasion and consistent insisting, me and my partner finally agreed to make some kind of deposit that day. We ended up calling My mom to help pay for the deposit. After making the deposit and signing the paperwork they never explained to us that this was a legally binding contract that we could not at any point cancel. We have not used any of the vacations due to nothing being available when we try to book, and are now struggling to pay for something we are not using due to our financial hardship.

  Business Response

  Date: 01/07/2025

  Hello, Mr. ******** attached is our response. Please reach out if you need anything further. Thanks, Candy 

• Initial Complaint

  Date:12/29/2024

  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.

  On 11/8/24, my fianc and I attended a presentation for sundance vacations in order to receive a free vacation. After the presentation, we were taken to a separate table to see if we wanted to make a purchase. After telling the sales person that we could not afford the initial downpayment of $3000 or payments of $299/month, they kept coming back with lower payment offers. We kept saying no but they kept offering different packages with lower amounts and eventually we were pressured into buying for a down-payment of $200 and payments of $99/month with a quarterly $145 fee. This is still too much and we simply cannot afford this. In addition to the inability to make this payment, the website does not show any locations that I would like to travel to at the advertised price. There is supposed to be "low demand price, high demand price, and holiday price." Every location that I click on only has high demand or i would have to book for more people than I need which would cause the price to more than double.We are not looking to get our money back that we have already spent, we would just like out of this deal as we feel like we were pressured and tricked into buying something really expensive that we can't even use.

  Business Response

  Date: 01/06/2025

  Hello, Mr. ******* and Happy New Year! Attached is the response for Mr. ******* I hope this resolves the matter. Thanks, Candy 

• Initial Complaint

  Date:12/12/2024

  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.

  I attended a meeting with the sales team at Sundance. I had received a call a few weeks prior stating that I won a free vacation. While my wife and I were there, we were pressured by the saleswoman using these emotional manipulation tactics,about her kids and her finances and matching what we were saying about ours. What she didnt mention is that we would would taking a loan from Sundance that we would be on the hook for just the same as a bank. It was worded as a payment plan into the package of vacations rather than a loan that we would be paying Sundances own bank back. She didnt mention that to book these vacations, even though you pay a fee to use Sundances services, you have to pay additional booking fees. I still have not been able to book this free vacation. When I try, theres no availability. In the presentation, I was promised this free vacation, bonus weeks (which are hardly available), and great vacation destinations meaning that the places we would choose would look like the presentation photos, they dont. The resorts are usually quite a distance from tourist sites. I paid monthly, and with auto pay still got a late fee, and the service fee is astronomical to just be able to spend more money with them. I feel lied to and taken advantage of, I would like to be done with the company; part ways, and just bite the bullet for the money I have spent no using any vacation days as of yet. I don't want a refund I just want my contact canceled. They are trying to force me to pay the principal and I don't have the financial ability.z

  Business Response

  Date: 12/12/2024

  Mr. ******** please see attached response and advise if anything further may be needed. Thank you, Candy