Complaints

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

close

Find a Location

Capital Vacations, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Capital Vacations, LLC

  2024 Corporate Centre Dr STE 101 Myrtle Beach, SC 29577-7410

  
• 

  Capital Vacations, LLC

  6301 N Kings Hwy Myrtle Beach, SC 29572-3006

  

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:02/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to end my timeshare ownership with Capital Vacations immediately. During the sales presentation I attended, the sales representatives pressure me to make a purchase. Since my purchase, it is difficult to get in busy times of the year and hard to find check in offices especially at night or weekends. I always experience high pressure at checkin to go to orientation meeting especially if I have guests. They entice us with coupon books, gascards, and other incentives. This happens every time I use it. Since I lost my wife I have no desire to travel or use the timeshare anymore. My children do not want it because it is just a financial burden that I am unable to sell or give away. It is also too difficult to get answers from owner's associations, etc. I have reached out to Capital Vacations regarding this matter and I never received a response.

  

  Business Response

  Date: 02/03/2023

  Dear ******************,
  
  An agent has reached out to ****************** with information concerning deeding his property back.
  We will continue to communicate with ****************** Directly.
  
  If you have any questions, please let us know.
  
  

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to the ******* ************** to purchase show tickets and we were told we could get a better deal on tickets if we would take a tour for an hour and attended a meeting, Sixty minutes turned into four hours. The next day another two hours Told we could book vacations when and wherever we wanted, Two salespeople from Capital said they would take care of canceling our Bluegreen timeshare and fees. The supervisor agreed that could be done, ********************* is his name. Promises did not occur and we had to cancel our timeshare ourselves. The card that offered discounts to friends and family never arrived. No discount for points. We have been forced to take money out of our 401K and have been struggling to replace the much-needed cushion for our retirement, This type of sales tactic is a "bait and switch". This created a large amount of stress. As we continu to worry about the events that are upcoming. Simply put, we were lied to and refused to give this compamy our money. We have had no luck contacting Capital Vacations through email, nor any luck calling them on the phone at their **************** The contract showed a corporate address, but with any luck, someone might call me, ***** called in regards to the letters we have received this far and attempted to inquire about the next steps that will be taken, ********************* took $12,000 from us and assured us that signing on the dotted line would have our other timeshare sold so we could afford this one, In return for his bait and switch sales move, we have two payments. This has caused us emotional and financial stress. Nobody should be treated this way We really do believe that each person is responsible for their own actions and ********************* chooses to live his life swindling money out of people without delivering his promises, that is on him and this company In return, we request to be released from all obligations and default on our share of Capital Vacations,

  

  Business Response

  Date: 03/14/2023

  please see attached

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This transaction occurred in ************* in August of 2022. My husband and I purchased a $300 voucher for a 4 day, 3 night hotel accommodation, Sea/land/air e certificate, entertainment credit, member for a day certificate, and 8/7 condo stay. We had an in depth conversation with the sales rep and her manager about the fact that we were young newly weds aged 23 and 25. The sales rep was also 25 and we spoke about how both her an her husband were 25 and that they needed young friends. We exchanged numbers, ********* and planned an outing together. Despite all of this conversation regarding our age, when we tried to book the hotel using the voucher, Capital Vacations told us that we could not use it, not because the hotel would not accept us, but because Capital Vacations themselves would not allow anyone under the age of 28 to attend their meetings and buy their packages. We tried multiple times to speak with managers and higher **** It took 5-7 phone calls and voice mails to have anyone speak to us only for them to tell us that they could not do anything for us. The managers were not timely at all and were extremely rude. They told us the only option was to transfer this package to someone else for them to use. I was extremely confused as of why the sales rep, and their manager, were allowed to sell us this package when it is THEIR business policy that they cannot advertise and sell to anyone under the age of 28. It's extremely frustrating because it seems like they are using this as a trick to take underage people's money and force them, according to a terms and conditions paper that they send you after the fact, to transfer it to someone else. It really showed terrible business and a lack of concern for clients. This business is clearly just about taking people's money. I would like my money back since it is by their policy that I cannot use their services. It is unfair that they get to keep my money while I do not get any service in exchange.

  

  Business Response

  Date: 02/07/2023

  Dear **************,
  
  ****************** agreed that she was 28 years old or willing to travel with someone at least 28 years old when she purchased her package. ****************** received terms and conditions on the day of her purchase and signed recognizing and agreeing with said terms. ****************** also, had a full 30-days to review the terms and conditions and to call or write in requesting a refund if she did not meet or agree with those terms and she did neither of these. Currently ********************** package is not eligible for a refund.
  

• Initial Complaint

  Date:01/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So we went there in December. They told us they were changing the company name and told me it would be worthwhile to go into a new contract. I cancelled both timeshares. They only cancelled my new timeshare. Now I keep getting invoices for the other timeshare I cancelled. I have been given a bill for $2192.34. In the letter I requested both timeshares were to be cancelled but they did not honor my request and continued to charge me. On January 18,2023. They told me if I did not pay they were going to send me to collections and charge 40 percent of the unpaid balance. This balance should not have been there in the first place and now I am being pressured to pay for I timeshare I do not want and am unable to sell.

  

  Business Response

  Date: 02/02/2023

  See Attachment/File: Capital Vac. ******** C Formal Response.pdf

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * REFUND * Timeshare - *********** Resort in *********, ******* * Owner - ***** and ********************* * Contract # - ******* * Date 12/4/22 * Amount - $19,506.30 plus $159.95 * I don't want any ownership of any kind with Silver Lake Resort or Capital Vacations; no deed, no points, no nothing!* I tried to cancel the day after signing a contract but was led to 'upgrade' but was told I could not get access to program after the first of the year (2023) . * Once I could get log in and password on 1/12/23 from Capital Vacations I found the program clearly not acceptable so I tried to cancel on 1/13/23 via email to rep who sold the program to me. His reply was to contact corporate. * Unable to contact anyone via phone or email; only customer service which has no power to do anything but apparently my request to cancel and get a refund was forwarded to corporate.* Corporate relinquishment bill from Capital Vacations for $3,028.53; no mention of my $20,000+ money. This offer is totally unacceptable * With no phone numbers or email addresses, I'm unable to communicate.* I have extensive documentation where Capital Vacation prices are at or higher than 'street' prices for all types of accommodations including cruises, rental cars, hotels, etc., etc. * I simply want a refund with no ownership or anything else whatsoever to do with Silver Lake Resort and/or Capital Vacations.********************* ******************************************************

  

  Business Response

  Date: 02/13/2023

  See Attached

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed an agreement with *********** Resorts or Timescape Resorts in December 2019 to take back our timeshare after 3 years which would be December 2022. Paid around **** dollars for this to happen. Was told a quit claim deed would take care of this. I have original paperwork with all this in it. My account number with Calypso was ********. Calypso Resorts is now with Capital Vacations having left RCI. Talked to someone on 12/14/2022 and she told me I was number 23 on buy back or take back list. I do not want any money, just deed timeshare back to owner. Since then I have not been called back and cannot reach anyone to talk to. If I left msg, they do not return a call. I desperately need help in handling this situation. Thank you. ******************** and ***********************

  Customer Answer

  Date: 02/06/2023

  We did receive a response from Capital Vacations on 1/27/2023 in which we were told the company had sent us a letter that would take back timeshare at cost of around $3000. The letter supposedly sent on 12/15/2022 was never received by us. I explained the agreement and amount of money we paid starting 12/2019 and that end of 3 years timeshare could be taken back by company which was Timescape Resorts or *********** Resort. Which now Capital Vacations has taken ownership of *********** Resort. I replied again minutes ago before this response to you inquiring on status asking if any progress has been made regarding this takeback of timeshare.
  Thank you.

  

  Business Response

  Date: 02/09/2023

  A relinquishment letter was mailed to the ***** family on December 15, 2022, and a copy of that letter was emailed to ********************.

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, January 20, 2023, my husband and myself purchased a 4 day, 3 night trip as an updated on Capital Vacations since our time share is with them. We have turned down this offer any times, but thought we would listen to the pitch since we were in the car. The first issue was when they told us an email that we have never had. We asked multiple questions and felt they were honest in their approach. It is not almost a week later and we have not received any of the information promised. I've tried calling a couple of times and placed on hold but my call was never picked up. We would like a complete refund on the trip purchased:Date of Purchased: 1/20/2023 Amount of the Transaction: Below 01/23/202301/20/2023CAPITAL VACATIONS PKG *********** SC5530-$284.00 Thank you.

  

  Business Response

  Date: 02/01/2023

  Dear ******************,
  
  The ****** family's package has been cancelled and their money has been refunded. The Ref # for that transaction is # *****. If you have any questions, please let us know.
  

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially I had issues with Capital Vacations following through on changing accommodations for a vacation purchased several years ago and dealt with several unpleasant, rude employees. I never attended the trip and was never refunded my deposit. I was asked to be taken off their communications list which held true until several months ago when the calls began asking me if I was interested in traveling with them again or to "reactivate" my previous purchased package. After discussing the new terms and offer, I was offered a 4+ day cruise and was asked if I wanted to "upgrade" by paying $30 additional dollars to make this a Royal Caribbean cruise leaving out of ************. I received an email with terms and conditions that were for a vacation stay in ************ instead of the cruise that was discussed on the initial phone call where I made the purchase. I have called now several times to speak to someone from Capital Vacations and cancel the vacation and get a refund as outlined in their terms and conditions that must be done within 30 days. I was told that I would be receiving a call within 1-2 days by a manager. Now, 4 days later no call. I have called the main office asking to speak to someone regarding this and was told the manager that I have been assigned was not available to take a call and that there was no ability to hold to speak with them. I am growing increasingly frustrated as I am getting the runaround to secure my refund within the 30 days as their terms and conditions specify and have not been able to speak with a manager within their specified time frame.

  Customer Answer

  Date: 01/30/2023

  I was able to get in touch with the manager (********) who said that the terms and conditions I agreed to did include a clause stating I was eligible for a 30 day refund "unless otherwise specified." She told me I was not eligible for a refund at this time but she was reviewing the audio from the initial sales call and would call me at 3pm CST on 1/26. I called at 4pm after no call and was told yet again she was unavailable and there was no way to reach her. Again, I have had 0 meaningful or honest contact from anyone at Capital Vacations to process this refund that I was told I was eligible for within 30 days of purchasing (which is clearly stated in the terms and conditions that were sent to me without an "unless otherwise stated" clause).

  Customer Answer

  Date: 02/04/2023

  I have called several times and spoken with someone from the company who each time says ******** is unavailable. I have been told I should expect a call as soon as possible. I have also been told there is no other manager or personnel that I can speak to regarding this issue. At this point it has been over a week since I was told I would receive a call with no further communication whatsoever.
  
  Again, I have been provided timelines on expected communication that have not been upheld and my concern that Capital Vacations is avoiding processing my refund within 30 days is growing.

  

  Business Response

  Date: 02/10/2023

  See attachment.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19361856
  
  I am rejecting this response because:

  I was assured in my recorded phone conversation that this newly purchased package or reactivation as Capital Vacations is claiming was refundable within 30 days of purchase. This was also clearly stated in the terms and conditions I have attached to this complaint previously. I was assured by the manager, who has still never returned my call as promised, that I would be able to listen to the audio from this call (though she could not provide me this audio). Unfortunately this has not happened.

  The information being provided in the response from the business is false and review of the audio from the phone calls or transcript will reveal this. 

  More simply stated, I was never told or given written documentation that because this was a reactivation that I would not be eligible for a refund within 30 days. On the contrary, the salesperson who sold me the package reassured my initial concerns in purchasing the package by telling me it would be refundable within 30 days. Again, audio from this phone conversation will reveal this with 100% certainty. Additionally, the terms and conditions they sent me (attached to this complaint) also plainly state I am eligible for a refund within 30 days.

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

  

  Business Response

  Date: 02/15/2023

  Dear ******************,

  CV stands behind our previous response to **************. If you have any questions, please let us know.

• Initial Complaint

  Date:01/25/2023

  Type:Delivery 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.

  During a Vacation checkin on August 19, 2022 my friend and I were asked to go to a Capital Vacations and promised a $50.00 gift card and a free one week vacation. WELL, the one week 'free' vacation would cost $150.00 to 'reserve the date' so it is not free. I expect the people saying a "free one week vacation" will stop saying that. Second, the $50.00 gift card has never worked. I have tried 3 times to use the card and it returns "not authorized" each time (1) for shoes at DSW, 2 Publix (today for $47.47) and I forget the 3rd time. I call the number ************* and wait on hold a while and am told there is $50.00 on the card and to put it through as credit. I would like my $50.00.

  

  Business Response

  Date: 02/01/2023

  Dear ******************,
  
  We would like to apologies for ************** inconvenience. However, she will need to call the **************** number on the back of her gift card.
  

  Customer Answer

  Date: 02/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have called the number on the card more than once and they said the card was active. When I try to use it DENIED. Is this a class action suit? ***********

• Initial Complaint

  Date:01/24/2023

  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 bought a timeshare ownership at one of their resorts within the last year. I called to cancel this contract during my recession period. I purchased this on a Sunday and called the next 3 days to get this canceled. Once I informed the representatives why I was calling, I sat on hold for 90 minutes plus every time I called in. When I would finally get through to someone, I was transferred to different departments and no one would help me. At times, my calls would be "dropped," and I would have to start all over again. I strongly believe they were passing me around while they waited for my recession period to pass. What they have done is completely wrong! I should not be an owner at all! I have tried to reach out to them directly and they still refuse to admit that I did try to cancel this during the allotted time. I will not be trapped in this and I want my money back. How can this company even operate like this?

  

  Business Response

  Date: 02/01/2023

  See Attachment/File: Capital Vac. ****** Response.pdf