Complaints

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

• Initial Complaint

  Date:06/25/2024

  Type:Product 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.

  Date the contract was signed: January 31st, 2024
  Amount: $11,290.00 Paid
  The business is primarily for time share trading. I do not have time shares and do not need that service. The owner hard sold me on me being able to use the service to get 16 $500 weeks at hotels and airbnbs all over the world through the website www.envyluxevactions.com. I showed him a list of the places I need to go all year with dates and he said oh yes! Absolutely! No problem. I was promised 16 - $500 weeks a year for my investment. That is four months of bookings, which I certainly would find useful because I travel a lot, even with paying the $400 a year membership fee.
  When finally able to access the actual offerings, which was WELL PAST the 3 day window of requesting a refund there was nothing available in any of the places I showed him at the times I plan to go. I have not be able to find anything of use to me, or cheaper than what I can find on priceline. I have had multiple texts, emails and calls with the owner trying to explain that this is a useless service and I would like a refund. He keeps referring me to the contract, which does not show the list of places and dates I showed him I need to go. Since that was not added to the contract, he thinks I should just eat it, and wait 12 years when the SafeGuard rebate kicks in. I am 100% dissatisfied with the service and product that was promised in our meeting but not articulated in the contract. I trusted this couple with a large sum of money, and they were keen to hustle me some options the first time I tried to use it, but after that, they are washing their hands of my requests for the 16 $500 a week options, telling me to refer to my contract. I would like a full refund, as there have been no services rendered, and I do not see how this will ever be valuable to me as I had initially understood that it would be.

  Business Response

  Date: 06/25/2024

  Ms. Hegaard, I have taken careful note of your comments, and I’d like to address your concerns directly. I have personally on multiple occasions tried to get you on the phone to have a conversation with you, but you refuse to do so. Why that is the case I have no idea, but I wish that wasn’t so because your concerns could easily be addressed immediately. The fact that you would rather leave a negative review about our product and our company instead of hearing the simple solution is unproductive but nevertheless your prerogative. Sadly, the internet gives all people a voice whether it is true or not.
  
  Let it be known that I proudly and personally did the presentation, the paperwork, and answered every one of the myriad of texts you sent. That said, I completely stand by our membership and every promise I made to you in those texts, the presentation, and the agreement you signed and agreed to.
  
  Furthermore, I cannot make the membership different than what it is because you wish it to be so. Specifically, your request to just call up and request any place on the planet at a price you select and wanting to do so even if a property doesn’t have availability. Never and in no way shape or form was that ever promised to you. Not in the agreement, not verbally, not even in the presentation. The fact that you would even assume that we could do that should be very telling to anyone reading this.
  
  To your point about the “actual properties” being offered, we do not limit that in any way. You are free to select any property on the entire planet as long as it is available to the public. That said, you cannot just come up with a price that you want to pay for that property. That would not make any sense at all and again was never promised to you.
  
  Envy Luxe Vacations & Escapes was definitely not made in heaven, but it was put together with a lot of heart and designed to be the best product of its kind on the planet for people who love to travel. I am dedicated to ensuring every interaction with my company is positive and beneficial for both our guests and members. That commitment to high-quality customer service is evident in our reviews, hundreds of our concierges’ reviews, and our product.
  
  Moreover, I remain personally committed to helping you receive everything that was originally promised to you. To ensure that, I once again extend an invitation for you to speak with me personally to get your misunderstandings resolved.
  
  Lastly, to our future members, all our promises are clearly listed on our agreements on the “BENEFITS OF THE ENVY LUXE VACATIONS & ESCAPES MEMBERSHIP” page. They are clear and concise and in simple to read language. These are reviewed, explained by our reps, and initialed by all our members during the paperwork process. And our membership is guaranteed to be exactly what is stated there on that very page. Nothing more nothing less.
  
  Respectfully and proudly,
  The Owner of Envy Luxe Vacations & Escapes
  Joshua Knight
  
  

  Customer Answer

  Date: 06/25/2024

  Complaint: 21899001
  
  
  
  I am rejecting this response because: it does not solve the problem that this service is unusable to me. I have spoken  on the phone more than one time, and do not wish to have the contract mansplained to me again. I showed the owner a list of places I go with dates and explicitly said they are not typical vacation destinations, they are race tracks. He assured me there would be plenty of options, which there are NO options to use these 16 $500 weeks in these destinations at these times. He lied to me about that. I doubt he even looked at the destinations. I am searching to be able to use these $500 weeks and they are few and far between. I have 4 months worth of them to use for the year, that was the ONLY reason I signed up for this. Had I been able to access the availability before the 3 day window to cancel I would have bailed out! I want a refund for this misunderstanding. 
  
  
  
  Regards,
  
  
  
  Mina Hegaard

  Business Response

  Date: 06/25/2024

  Ms. Hegaard, for clarity, you can pick any place on the planet you want to visit. If that place is available to the public our concierges can book it for you. The amount of the discount you will receive will be exactly as stated in your agreement. We have nothing to do with availability. If a place is booked then it is booked.

  If you want a timeshare week for under $500.00 you can select a property in that particular section on the website. If the property you select in that section has availability we can book it for you. As of today, in this section alone there are 18,556 weeks available all across the globe. 

  Alternatively, you can pick any other timeshare property in the two other timeshare week sections on the website. If the properties you select in those sections have availability we can book them for you also at the price stated on our website.

  Lastly, you can also select an AirBnB, VRBO, hotel, motel, resort, or any other property and we can get you that booking at the discounts stated in your agreement, as long as there is availability.

  What we cannot do is honor your request to just call up and request any place on the planet at a price you select and wanting to do so even if a property doesn’t have availability. Never and in no way shape or form was that ever promised to you. Not in the agreement, not verbally, not even in the presentation. 

  
  I remain personally committed to helping you receive everything that was originally promised to you. To ensure that, I once again extend an invitation for you to speak with me personally to get your misunderstandings resolved.
  

  
  

  Customer Answer

  Date: 06/26/2024

  Complaint: 21899001
  
  
  
  I am rejecting this response because: In our meeting I showed you a list of places that I need to go for my daughter's races, and I clearly said, these are not vacation destinations, they are race tracks, and we had a discussion about racing. You acted like you looked at these places and dates, but maybe you did not. My sole purpose for spending $12,000 on this was to be able to use the 16 $500 weeks in those SPECIFIC places and times. I made that very clear in that meeting. You assured me this would be possible! You never once said anything about how you are now responding to me. You will say anything to get people to sign up for this, and push them past their 3 day refund window. I have owned businesses, and this is not the way I would run a business. I would want my customers to be satisfied, but you on the other hand, told me "at least you can get your money back after 12 years" I ask you now, if someone did this to your wife or mother, how would you feel?
  
  
  
  Regards,
  
  
  
  Mina Hegaard

  Business Response

  Date: 06/28/2024

  Ms. Hegaard, it does not matter if the properties you want to stay in are racetracks or any other property. If they have availability we can book them for you at the discounts stated in your agreement. 
  Never once did I/would I say there would be availability in any specific property but let’s just hypothetically assume I said there would be. How would I or any company on the planet be able to do that, especially for future dates. Do you really think that anyone would be able to hold a reservation/room for you at multiple properties, for future dates, based solely on the fact that you said you would show up on those dates. And furthermore, expecting this after someone just looked at a list without writing anything down, specifically the names of the properties and the dates you wanted to arrive at these properties in the future. And in your own words you even admit that I did not do that. 
  The only thing close to what I would have told you after looking at your list would have been to tell you we can access any property if it is available. And if it is, we can book it for you. I would have never promised a certain property at a certain price as I have no idea what a property is going to cost in the future or if it will have availability. No one does. 
  
  Furthermore, as a businesswoman, it’s hard for me to believe you would even believe that to be true. That said, not only is it unbelievable, but to further ensure someone would not even think this to be true, I verbally go over this with every one of my new members. And additionally get them to initial their understandings of this on the “MUTUAL ACKNOWLEDGMENTS AND UNDERSTANDING” page that we go over with every new member including you. It clearly says we cannot promise availability (see below page #13, #5 of the agreement):
  
  5. Member(s) understands: (i) specific resorts, locations, or accommodations of any of the Network Benefits being available on specific dates and weeks are subject to availability.
  
  For clarity this is not some obscure clause buried deep in the agreement. We go over this page line item by line item to make sure new members understand their benefits correctly.
  
  Moreover, you are absolutely able to use all 16 weeks included in your membership in the “weeks under $499.00” section of our website. The property you want must be listed there in that specific section of the website along with the property having availability. If the property you want is not there you can always try and see if it is in the other two sections (“Weeks” & “Premium Weeks”) and pay the price listed there. If you still cannot find the property you want in those sections you can select a hotel/motel, resort, Airbnb, VRBO, etc. in the location you want and book one of those. If you don’t see a property you want to stay at on the website, you can also call the concierges to help you find a property. You are just not able to tell the concierges that you want a specific property for a specific price, namely under $499.00 (unless it is in that section). We don’t set prices or availability. They are what they are and are discounted as stated in your agreement. 
  
  Regarding our 3-day cancellation policy, it's important to note this is not something we have to do by law (State or Federal). It's a policy we have implemented by choice. This law doesn't even apply to us (due to the type of sales transaction it is and the fact that you came into our office to complete the sale) but we still do honor cancellations for purchases as long as they are sent within 3 business days. We feel that doing so is a good and fair policy for our members and at the same time protects us from incurring unnecessary costs; even though, like I previously said, we're not forced to do so by law. 
  
  We strictly adhere to this policy because immediately after the 3 days expires (and the allotted time for the mail to be received) we start incurring costly non-refundable fees such as: Credit Card Transaction Fees, Credit Card Reserve Fees, commissions, member on boarding fees, etc. 
  
  Lastly, not to “mansplain” as you put it, but please be aware that quotes are used to show exact words that someone says. In your complaint you misquote me as saying “at least you can get your money back after 12 years". Never once would I/did I say those words in that way because that language comes across unemphatic and rude. And I’m never rude to a member/customer unless they are unwarrantedly rude to me. That being said, until right before you made this complaint with the BBB you were never rude, thus I treated you with the upmost respect and would not have talked to you in any way other than that. Let it be known what I actually said was the following exactly: 
  
  “Just to make sure you remember; you do realize you got SafeGuard with your membership. That means that you will get 100% of your money back even if you never ever use our services or book through us. That was included in your purchase. Just wanted to make sure you remembered that.”
  
  If someone sold my family this membership I would be thrilled about the savings and opportunities that it offers them. I stand behind my product and claims 100%.
  
  Respectfully, 
  Joshua Knight

  Customer Answer

  Date: 07/05/2024

  Complaint: 21899001
  
  
  
  I am rejecting this response because: I did believe you obviously, and I trusted you that you were giving me true information and that you looked at the dates and places that I showed you. You pretty much lied and said anything to get me to sign up for this bogus "service". You sold me on the 16 - $500 weeks, not saying specifically, NO I would not be able to find $500 weeks during these times and in these places I showed you. You did not tell me that. You did not tell me these are extremely LIMITED in areas and windows of time. I am looking at the website often, searching it for any kind of deal that I could use to make this worth my while as I told you I am traveling most of the time. I want my money back. That is what I want. 
  
  
  
  Regards,
  
  
  
  Mina Hegaard

  Business Response

  Date: 07/10/2024

  Ms. Hegaard:

  The reason every new member
  of ours signs an agreement is to make sure they’re fully aware of the benefits their
  membership entails and so there are no misunderstandings about those benefits.
  

  If you feel we're not
  performing as stated in the agreement please reference that particular part of
  our agreement in your future correspondence, in its entirety. For clarity,
  please reference the page number and specific clause number of the agreement or
  just cut and paste the exact words from the agreement into your response.

  After
  reviewing what you send over, and as I have stated from the beginning, I will make
  sure you get what was promised in the agreement. That said, if it is not in
  the agreement, then we never agreed to perform that particular service, thus we
  cannot do it.
  

  As far as your request for a
  refund, as stated in the last response, we do not allow for refunds after the
  cancellation period.

  We hope this helps but if
  you need further assistance don’t hesitate to reach out. Tell us why here...