Complaints

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

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  Great Resort Vacations

  405 E 12450 S Ste M Draper, UT 84020-8074

  
• 

  Great Resort Vacations

  405 E 12450 S Ste K Draper, UT 84020-7981

  
• 

  Great Resort Vacations

  67 S Main St Ste 150 Layton, UT 84041-4742

  

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:06/16/2025

  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.

  BUYER BEWARE!!!! My husband went to a convention and was drawn as a winner for a free vacation with this company. Of course we had to go sit through their presentation on April 9th. They told us no matter what we had won the free vacation and would receive that. We sat with a sales rep for about an hour and told him no we weren't interested but would still like the free vacation, he was so nice and said that was fine. Well they did not take no for an answer. We had several other sales reps come over and keep trying to sell us on the product. We kept saying no. At this point we were several hours in and I needed to go call my kids to check on them. I went to step outside to call them and WE WERE LOCKED INSIDE. It was ridiculous. At this point it was well past 10 PM and we were anxious to get home, they told us they would put a $50 deposit for us and we had to put $100 down and we did the lowest package possible. We truly believed at this point that after countless times of telling them no we were not interested, that we would not be leaving the building if we didn't agree to their proposal. So we paid the money and left. They told us we had three days to cancel so we jumped on to see if the "free vacation" was legit and be sure it wasn't a scam, we submitted what we needed for that and were told it would be two weeks before we would have more info on that. We decided to wait to see if that went through then things would seem legit. Well once we heard back from them they told us they would need a $500 deposit to go on this "free trip". We called great resort vacations and no one would ever take our call or call us back. Someone finally texted my husband and said too bad you are past your three day cancellation window and you do have to pay tax for your "free vacation" my husband told him $500 was a deposit they were requiring and he ghosted us after that. Meanwhile they are pulling money from my account every month. DO NOT PURCHASE ANYTHING HERE!!! IT IS A SCAM!!!

  

  Business Response

  Date: 06/25/2025

  We recognize your frustration and are happy to provide the
  following clarification.
  You visited on March 9th and chose to finance a membership.
  You signed a retail installment contract, received a full copy before leaving,
  and the cancellation policy was clearly reviewed with you. The contract
  required a $500 down payment, but to assist you, we allowed you to make smaller
  payments toward that amount, rather than requiring it all upfront. You paid $40
  in cash and $100 on a card, and selected a custom payment schedule for the
  remaining balance—outlined in your signed agreement.
  The contract includes a three-business-day cancellation
  period, displayed in bold, all-capital letters, and large font, as required by
  law. Your next payment was processed on May 9th, and your first cancellation
  request came on June 2nd, well beyond that cancellation window. You called
  again on June 5th, and while we couldn’t cancel, we still offered a revised
  payment plan to help.
  It also appears there’s some confusion between your
  membership and your promotional vacation, which are entirely separate. The trip
  is provided through Casablanca Express, a trusted third-party travel partner.
  The down payment on your membership is not connected to the promotional trip in
  any way.
  Everyone receives their promotional trip, whether they
  purchase a membership or not. The travel provider requires a $100 refundable
  deposit per person, for your specific trip certificate, to reserve travel
  dates. You are responsible for your taxes and any applicable port fees. This is
  disclosed by email prior to the presentation.
  To clarify: Your membership and financing are with us. Your
  promotional trip is managed entirely by the travel provider Casablanca Express.
  Your membership down payment is separate from the promotional trip deposit.
  We’re here to help, whether you need further support with
  your payments, accessing benefits, or navigating the next steps of your promotional
  trip with Casablanca Express. Just give us a call at ************.

• Initial Complaint

  Date:05/15/2025

  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.

  I've been having difficulty terminating my conntract with this company despite trying for two years. The reason for the requested termination is due to false sales advertisiment, disatisfaction with their service and hidden fees. When requesting the termination, they refuse to provide a confirmation in writing even though they agree to it on the phone every time I call them. Moreover, even if they agree to terminate it verbally they continue to charge my credit card with the annual fee without my authorization.

  

  Business Response

  Date: 05/29/2025

  We appreciate the opportunity to respond to the concerns raised in this complaint. Upon review of the account, we would like to provide the following clarification:
  The member signed up for our service June 10th 2023, in accordance with our cancellation policy, the contract includes a three-business day right of rescission, during which a customer may cancel the contract. We have no record of a contract cancellation letter being submitted during that initial rescission period, and therefore the contract remains valid.
  Regarding the claim of continued unauthorized charges: at the time of enrollment, the member agreed to an annual payment and provided written authorization within the signed contract permitting us to auto-draft the renewal. We have only ever processed a single charge, which occurred on June 14, 2024. This charge was the annual renewal of her membership, based on the authorization provided at the time of enrollment. There have been no subsequent charges, and no card is currently on file for auto-draft. On January 28, 2025, the member contacted our concierge team and requested that the payment method be removed. This request was fulfilled, and her account reflects that change.
  All previous communications appear to have been with our concierge team (product fulfillment), which does not have the authority to process contract cancellations or issue written confirmations of termination.However, we do want to clarify that while full termination of the agreement is not applicable under our policy (as no formal cancellation was submitted within the permitted window), the member is welcome to cancel annual renewal at any time. By opting not to renew, the membership will naturally expire and become inactive at the end of the current term.
  We remain committed to transparency and customer satisfaction and are happy to work with the member directly at ************

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23336465
  
  I am rejecting this response because:

  Thank you for stating the timelines from your perspective, but allow me to expand on timelines you have conveniently missed and to document the extensive history of my cancellation attempts.
  
         Winter 2023:
  
  o   Discovered misrepresented "free" travel credits that actually required additional payment to access benefits
  
  o   Attempted first cancellation after your "elite" customer service failed to provide basic travel assistance for New York hotel bookings. You should see this in your call log. I ended up recommending the hotel to them, therefore, the service was not useful since I couldve done this on my own.
  
  Following the above, I called to cancel twice, which your customer service representatives claimed to process cancellation but provided no documentation.
  
         June 2024:
  
  o   Your company processed an unauthorized renewal charge because even if your customer service is not authorized, they provided a confirmation that the renewal charge was not going to be charged in 2024. If they are not authorized to cancel the service they should be informing this to customers, and you should be accountable for their decisions.
  
  o   Made second cancellation attempt. Again, representative claimed to process but provided no documentation
  
         May 2025:
  
  o   You inappropriately sent our account to collections for a charge that again YOUR customer service, regardless if authorized or not, confirmed it was not going to be charged.
  
  o   Further attempts to resolve through your customer service but given the consistent response, and lack of trust in your company actioning this request, we decided to file this complaint with the Better Business Bureau for a proper action.
  
   
  
  Your response is a great example that your company does not have a mechanism or intends to help customers when cancelling auto-renewals, because the number you have provided continues to be for your customer service, which you have already stated is not authorized to process these requests. This circular process appears designed to prevent customers from successfully canceling their memberships, and for your company to continue charging the renewal fee without authorization.
  
   
  
  FORMAL CANCELLATION REQUEST:
  
  Due to the ineffective mechanisms you have proven to have to handle these requests, this email serves as my formal, written request to:
  
         Immediately terminate all services and auto-renewals with Great Resort Vacations (GRV)
  
         Remove all payment methods from my account
  
         Cease all collection activities
  
         Remove any negative credit reporting due to this unapproved charge
  
         Reimburse the renewal charges for 2024
  
         Reimburse license fee
  
  REQUIRED RESPONSE FROM GRV:
  
         Written confirmation of this cancellation request within 48 hours
  
         Confirmation that no further charges will be processed
  
         Confirmation on date we should be reimbursed for license fee and renewal charges
  
   
  
  Your failure to provide clear cancellation procedures and your pattern of misleading customer service responses may constitute violations of consumer protection laws. I expect a prompt resolution to prevent further escalation of this matter.
  
   
  
  To the Better Business Bureau:
  
  What should happen with companies that have perpetual clauses within their agreements? What is the Bureau doing to enforce better consumer practices with companies like that? Have you thought about pushing forward initiatives like the ******* Act Policy to be in effect in ****** in ***************************************************************** *************? This company is a great example of companies taking advantage of its consumer by charging high fees and never-ending renewal charges despite not providing any service.  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/11/2025

  Its important to clarify the difference between contract cancellation and membership renewal cancellation.
  Contract cancellation refers to terminating the agreement entirely and must be completed within the three-business-day right of rescission, as outlined on page 2 of the signed agreement. The cancellation instructions are prominently displayed in bold, all caps, and larger font, as required by law. We have no record that the member submitted a written cancellation following those instructions during the rescission window. As a result, the contract remains valid.
  Membership renewal cancellation allows members to stop the automatic renewal of their plan for the next term. This does not cancel the contract but simply allows the membership to become inactive. The renewal authorization and cancellation policy are clearly disclosed on pages 4 and 5 of the agreement. The member agreed to these terms in writing at the time of purchase.
  On January 28, 2025, the member contacted our concierge team (product fulfillment) to request removal of her payment method and to stop future renewals. That request was completed; no card is on file, and no further renewals will occur.
  Charges and Payment
  The members account was charged once on June 14, 2024, for her annual renewalconsistent with the authorized terms. This is the only charge ever processed on her account.
  Collections and Credit Reporting
  To clarify: this account has never been sent to collections by us. No information has ever been reported to any credit bureau. We do not have the capability to report to any credit agency as we did not collect the personal data required to do so, as this contract was paid in full, not on an installment plan.
  Fulfillment Partner and Refund Inquiry
  The only remaining item is the members request for a refund of the 2024 renewal and license fee. As previously explained, those funds were collected by the product fulfillment partner. We do not have those funds. The member will need to contact them at ************ to inquire about any refund.
  Clarification on Cancellation Procedures and Customer Service
  We must firmly and respectfully disagree with the characterization that there has been a failure to provide clear cancellation procedures or any pattern of misleading responses.
  The contract cancellation process was clearly and lawfully provided on page 2 of the agreement. The annual renewal terms and cancellation process were fully disclosed on pages 4 and 5 and acknowledged in writing. When the member later requested to cancel her renewal, we promptly fulfilled that request.
  At no point was the member misled. Our team acted in accordance with the agreement and industry standards. The procedures functioned as intended: the member requested cancellation of renewal, we confirmed it, and no further charges will be made.
  Final Summary
  Auto-renewal has been cancelled; no further charges will occur. No card is on file. No collections activity or credit reporting has occurred or is possible. Refund requests must be directed to the product fulfillment company.
  We believe this matter has been handled appropriately and in good faith. We have fully addressed the presented concerns. Should the member wish to utilize her membership in the future, our team remains available to assist.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23336465
  
  I am rejecting this response because:
  1. My first attempt of cancellation of renewals was in 2023, then 2024, which the business seem to not acknowledge. 

  2. The business did put us on collection. I have a collections letter from a company called Peachtree Renewals c/o Great Resort Vacations Elite, indicating the business is also dismissing this fact

  3. The business is now pushing their responsibility to a different company and has failed to provide the name of such business. Only a number has been provided in the last response. 

  4. This business needs to realize and accept that unilateral, evergreen agreements are not fair trades for consumers. They are aware that their service does not meet customers expectations, therefore, have business practices and processes that do not allow for their 'customers' to terminate these agreements. Today in age, these are not acceptable practices and this business should be called out for that.

  5. The business is not refunding the license fee or unathorized renewal charges, or provide an alternative to resolution, which is in line with point 4 above.

  

  Business Response

  Date: 06/13/2025

  We stand by our previous response

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23336465
  

  GRV's last response is as useless as their service, and a confirmation that they don't have options for their 'customers' to resolve any matter, especially this one which seems a recurrent feedback and complaint they receive.

  I am OK to resolve this complaint through BBB and will escalate this further. 

  
  

• Initial Complaint

  Date:04/11/2025

  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.

  About a month after receiving the contract, I tried cancelling it while I was making monthly payments for the down payment of the loan. It was not pointed out specifically about the 3 day right of rescision, so I was over that, but I went into the local office to try to get it canceled because I found out after the presentation & signing the contract that I was facing several surgeries, like carpal ************ replacment. They didn't care & said I could try calling corporate & ask for a refund, which I did explaining my medical **************** didn't care either. I know airlines will cancel & issue refunds for medical issues, but this company doesn't want to participate in something like that no matter the hardship it will cost their customer due to medical bills.I wasn't provided my login info or anything else until my down payment was made, which makes it past the 3 day right of rescision. The limited training I received was by phone, didn't last long & the guy just wanted to make sure we left a 5-star review before we ever used any of the services. I received a call while I was in a meeting to go over training, told him I was in a meeting, he sent me a link to his ****** calendar, so I put in a date & time for him to call me back & never received that call. Since signing the contract in Novermber 2023, I used the services one time for a trip to SLC May 2024 & had to find my own accommodations because every time I called the conceirge, it took them a long time to call me back, by then what I wanted was already booked for the dates I wanted. I found my own ************* said they could negotiate a cheaper rate when I gave them the **************** never happened. I feel this company is nothing but a timeshare rip off company, don't deliver on their promises & over charge ($7000 for their conceirge services) & having to pay to redeem my points on top of the yearly renewal fee. If there is class action law suit on this company, I hope I'm contacted about it.

  

  Business Response

  Date: 04/30/2025

  Were truly sorry to hear that your experience with us has not met your expectations, especially during a time when youre facing significant personal and medical challenges. We value every one of our members and always aim to provide clear communication, support, and service.
  Regarding the contract and the right of rescission, we do include this information prominently in the agreement, and it is signed directly beneath the disclosure. While we understand that your circumstances changed shortly after signing, our team reiterated multiple times that cancellation outside of the legal rescission period is not permitted. However,in good faith, we did offer to restructure your payments to better suit your situation.
  Access to your membership benefits began immediately upon enrollment, and the temporary ID listed on the Mutual Acknowledgment and Understanding page was provided for your use until your permanent ID was issued. Additionally, your completion of the owner education session and subsequent full payment of the contract indicated your satisfaction at the time.
  Our concierge team made repeated efforts to assist you, as evidenced by detailed communication records. They responded promptly to your inquiries, presented multiple vacation options, and followed up to finalize your selection.
  In addition, you contacted us in September of 2024 to inquire about your membership points. Our representative reviewed your questions with you at that time. You also mentioned that you had misplaced your promotional trip certificate, and we promptly issued a replacement for you.
  Please note that Great Resort Vacations Elite is not a timeshare. Our service is a membership-based travel platform offering flexible options, competitive rates, and personalized support. We also understand that ongoing costs, like point redemption fees and annual renewals, may be inconvenient if your financial situation changes. These are optional and not required unless you choose to maintain your membership beyond the initial term. If you would like to cancel the renewal please call ************.
  That said, if you'd like a refresher on how to fully utilize your membership benefits, wed be happy to schedule an additional one-on-one training. We also invite you to join our regular webinar sessions available on the member site and continue to utilize the concierge service.
  We want to assist you with getting the most out of your membership. Please feel free to reach out if you'd like to schedule further support. ************

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23194274
  
  I am rejecting this response because:

  At no time after the presentation, and going over the contracts do they specifically point out the 3-day right of rescission. I only knew about it because I read the contracts before I went in person to see if they could refund my money. The lady who went over the contracts with me was at the office when I went in and she stated this time abou the 3-day recission, and after I explained why I wanted to cancel due to medical reasons, she said I could call the corprorate office and let them know of my situation and that there may be something they could, but that it was their decision. So I called corporate explaining my situation and again,I state they didn't care.

  Their response:  We value every one of our members and always aim to provide clear communication, support, and service.

  If you truly valued your members and wanted more business from their word of mouth to their friends seems you'd have worked a little harder to make me satisfied, but you didn't.

  Your response: Regarding the contract and the right of rescission, we do include this information prominently in the agreement, and it is signed directly beneath the disclosure.

  Yes, it's in the contract but at no time was it specifically pointed if I needed to cancel for any reason, and I didn't know about medical problems or surgeries untill about a month later so how could I possibly know I would need to cancel. And in your response you state that "outside of the legal rescission period is not permitted."  It could be permitted if you were sympathetic to my situation and I'm sure corporate could have made a decision, but they chose not to do the right thing, in my opinion, putting me in further financial hardshiip. You stated: "However, in good faith, we did offer to restructure your payments to better suit your situation." At no time was I give this choice. Was it by phone call, in writing, or what exactly?

  Your resonse: "...subsequent full payment of the contract indicated your satisfaction at the time."  It certaily did not indicate my satisfaction. I paid it because I felt like I had no choice or be sued or sent to collections for non-payment.

  Your response: "Our concierge team made repeated efforts to assist you, as evidenced by detailed communication records. They responded promptly to your inquiries, presented multiple vacation options, and followed up to finalize your selection."  Promptly could mean 20 minutes, 30 minutes or anything quicker than when they got back to be so 'promptly' in your eyes aparently doesn't mean the same to me. Several hours later is certainly no prompt. And I was still not presented with a lower fee on the ****** I found they said they could negotiate. 

  Your response: "In addition, you contacted us in September of 2024 to inquire about your membership points. Our representative reviewed your questions with you at that time." Yes, he did, which I still don't fully understand, but having to spend MORE money to activate those points, plus paying yearly member ship fee on top of the $7,000 membership is ludacris. Still no idea what I'm paying for with that $7,000. 

  Your response: "You also mentioned that you had misplaced your promotional trip certificate, and we promptly issued a replacement for you." Yes, you did, which is surprising and I only did that so I had proof of what I was SUPPOSED to be given in the packet, which that clearly wasn't and had to call for it. That should never have happend.

  Your response: "We also understand that ongoing costs, like point redemption fees and annual renewals, may be inconvenient if your financial situation changes. These are optional and not required unless you choose to maintain your membership beyond the initial term." Yes, my financial situation changed about a month after I signed up which I explained. IF those fees of point redemptioin and annual renewls are optional, then why am I being harrassed on a weekly basis to pay at least the annual renewal fee. I even get recordings about my travel account needs attention. I've told your office several times when they call I'm not interested in renewing. They even said I could sell my membership to a timeshare type company online. So if you aren't a timeshare, then why would a timeshare company be interested in buying my membership? They didn't offer to give me further help in where or how I could sell my membership, which the lady at the office even mentioned I could sell it with no further information on how that could be done.

  If you would like to cancel the renewal please call ************. --- You can use this as a formal request to cancel my membership and STOP CALLING AND HARRASSING ME. I don't need to deal with that between my surgeries and the pain I'm in.  

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

  

  Business Response

  Date: 05/01/2025

  We stand by our previous statement, and believe everything has been made very clear in our response.

• Initial Complaint

  Date:03/19/2025

  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.

  According to the contract I signed, the company would refund our cancelled contract within 21 days. It has currently been 28 days and we have our credit card company looking into it as well.

  

  Business Response

  Date: 03/20/2025

  I kindly encourage you to review your contract again, as it specifies a timeframe of 7 to 21 business days, not a full 21 days. Please note that business days are Monday through Friday, weekends and federal holidays are not included.
  It appears that the 21 business days have not yet elapsed. If you had reached out to us directly, I would have been happy to provide you with an update.
  Should you require further information or an update, please feel free to contact us directly at ************.
  

• Initial Complaint

  Date:03/19/2025

  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.

  No matter how much i pay the balance never drops below 3000. They won't let me cancel at all. I've had it for two years never used it and have tried canceling multiple times. I can no longer afford it and they still won't let me cancel and instead give multiple fees charging even more. This is a scam and I want out

  

  Business Response

  Date: 03/27/2025

  Your membership was purchased in September 2023, and as
  outlined in your contract, our cancellation policy provides a three-day right
  of rescission. Since you did not cancel within that period, and chose to
  finance your membership, the terms of the contract remain in effect.
  Unfortunately, there have been multiple returned payments
  due to insufficient funds, which has resulted in fees. Late payments have
  accrued additional fees as well. We kindly remind you that making timely
  payments will help reduce your outstanding balance. We encourage you to reach
  out to your financing company at ************.
  You have received the product that was purchased. It is
  entirely your choice whether to utilize it, and we understand that
  circumstances can change. Please note that while financing payments must
  continue until your loan is paid in full, you can opt to let your membership
  become "inactive" by not paying the annual renewal fee. If you choose
  to do so, reactivating your membership is always an option. You can reach the
  renewal department at 828-220-6177.
  If you have any questions or would like assistance, please
  feel free to contact our concierge team at 828-220-6176. Additionally, if you
  would like a refresher class on using the product to get the most out of your
  membership, we’d be happy to schedule a session at your convenience. Please
  call us at 866-223-4929 to arrange a time.

• Initial Complaint

  Date:03/12/2025

  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.

  We went into this presentation for a gift they offered, we sat through the presentation listened to what they had to say. We were surrounded by 6 different representatives stating this was something amazing. So we decided to give it a try, we wanted to do some research before we initially purchased but we were not allowed to leave and come back if we wanted. They kept offering more trips and incentives so we gave them our info and decided to try it out. the price continued to go up as we went on. They told us we had 3 days to make a decision which would be the following monday. we did some research and we initially had some more questions, in case they couldnt answer the questions we had also typed out a formal letter stating we wanted to back out of this contract and were doing so within the given 3 working day time period. We went back down to the office to see if we could get answers to our questions and if not to give them our formal letter of termination as it stated in the contract. We show up only to find the doors were locked we tried to call but no answer. This is an innapropriate way for a business to act, and we have saught out legal council if they wish to not resolve this issue. we have tried to get on the website with the login info and we cant even log in to see anything. We keep getting an error message.

  

  Business Response

  Date: 03/20/2025

  You attended a presentation and purchased an Elite membership with us on February 27th. The promotional trip is given whether or not you purchase a membership. The travel for our promotional certificates is provided through a third-party company, ************************************* has traveled millions of guests, and have been in business for over 40 years. Given your continued presence during the presentation, it seems you were interested in the membership, as you chose to remain.
  At the time of purchase, you were provided a copy of your contract, which clearly outlines the terms, including how to cancel. While our ****** sales office is closed on Mondays, our corporate office is open. Regardless, the contract specifies that cancellation requests must be sent by mail to the address provided within three business days. As per the contract, your cancellation would be effective based on the postmark date.
  I have reviewed our call logs and found no record of a cancellation request call from you. Additionally, you did not inquire further for clarification or assistance with the cancellation process. On March 6th, you did call us once regarding a Zoom link for your **************** class, at which time there was still no mention of cancellation. The day after the class, you reached out to our concierge service for quotes on a stay in *********, ****, and you were provided several great options.
  ********** -Studio for 2 adults with a full kitchen
  May 03 2025-May 10 2025
  Retail: $1,159.48 total for 7 Nights
  Your Member Price: $577.21 total for 7 Nights
  ******** Resorts @ Park Regency- 1 bedroom / 1 bath condo
  May 24 2025-May 31 2025
  Retail: $997.30 total for 7 Nights
  Your Member Price: $483.31 total for 7 Nights
  ********** Condominiums-1 bedroom / 1 bath / Full Kitchen condo
  Start Date:  May 17 2025
  End Date:   May 24 2025
  Retail: $1,133.93 total for 7 Nights
  Your Member Pricing: $605.44 total for 7 Nights
  We have no record of any log in issues. I see you were able to log in on March 6th,7th, 12th, and 17th.  If you were encountering login issues, we would have been happy to assist you immediately if we had been made aware.
  We would be happy to set up another **************** class for you, as we want you to get the most out of your membership. We are here to help and address any questions or concerns you may have so please call us at ************.

• Initial Complaint

  Date:02/28/2025

  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.

  On October 2,2024 I went and heard a presentation for Great Resort Vacations. After the presentation they sit you down and ask you if you can pay up front the ridiculous price. I stated many times I can not afford then. Then they come back with a lower and lower number. My head was spinning. Here is were I went wrong I did not walk out. I let them wear me down to the point I said yes to just get out of there. They did not tell me I was pulling out a loan the stated I can just make payments they also did not say anything about the cancelation policy until I went to cancel. This company is a complete scam and do not care about their customers. You could be living in your car not ae to feed yourself and they don't care. Also this free trip thy talk about is not free you have to give up a $100 deposit. They say no black out dates but you can only go sentence times. They are not clear with any thing. My head was spinning. By time time I thought about canceling it was too late then I fell into hard time amd they are not willing to cancel due to the stupid cancelation policy and this so called loan I pulled out. They have misrepresented thierselfs during the sale and all I want to do is get away from them and have nothing to do with them! They take advantage of people!

  

  Business Response

  Date: 03/19/2025

  We have been trying to get in contact with Ms. ***** in regard to her complaint and we ask that she return our call ************. 

  Customer Answer

  Date: 03/25/2025

  
  
  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:02/24/2025

  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.

  Two months after my wife signed up for this scam she died and I could not get a refund. Even though I had not used the service.Finding out I was stuck with the service, I tried their travel booking service. It was awful and they screwed up the hotel reservations. I never want to hear from them again but they are going to charge me for another year of membership.

  

  Business Response

  Date: 02/25/2025

  ****, as I said in my email back in August of 2023, "We are sorry to hear about ******** passing. You do have our deepest condolences. In regard to your request for a refund, I believe you already spoke to our representative about that on July 17th, 2023. As he explained cancellation/refund is no longer an option, you are outside the cancellation window. You are a Licensee on the agreement, the contract is still in your name. We would like for you, your friends and family to be able to use your purchased membership. Whenever you are ready, we have a Member Experience Manager that would be happy to help, as well as your concierge. If you do not want to use the membership that is okay, just be sure to contact the concierge at ************ and let them know you do not want to pay your annual renewal. Again, we are so sorry for your loss." I will go ahead and put you on the Do Not Call list on our end, however you will need to contact the concierge about cancelling your renewal, they still have the same number, ************. We have incredible values that you have access to and we strongly encourage enlisting the concierge to help you find what you are looking for, they will do all the work for you. We want you to be able to use your membership to the fullest, so if you ever want a retraining on how to use it or the website, please give us a call ************ and we will schedule a one-on-one appointment.

• Initial Complaint

  Date:12/26/2024

  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 called to cancel my membership with Great Resort Vacations. The customer service representative, Grace, informed me that I cannot cancel my membership and I have to pay the yearly renewal. She proceeded to tell me that the only way I can get out of my membership is to sell my account to a family member and told me all of this is in my contract. I found my contract and confronted Grace, telling her that it doesn't say that in my contract and she finally relented saying that I could make my account "inactive" but once again tried to tell me that I had to pay the yearly renewal. I pointed out that what she's doing is illegal and immoral. Grace at customer service will not help me cancel the payment, my local office hasn't gotten back to me, and the only other number I have on my contract is an incorrect number that cursed me out for calling. I have until February 6th to cancel this payment.

  

  Business Response

  Date: 01/08/2025

  We honor our cancellation policy which is the standard
  three-day right of recission, it is clearly stated in your contract. You
  purchased Jan 30th 2021. You called in to cancel December 2024. You
  are not eligible for membership cancellation at this point. Your annual renewal
  fee is optional. If you decide not to pay your annual renewal, your membership
  status will show as inactive. You can reach out to the Peachtree Renewal
  Department to reactivate or cancel your renewal, at ###-###-####. If you would
  like to learn how to utilize your membership to the fullest, please call us for
  a refresher class at ###-###-####.

• Initial Complaint

  Date:12/02/2024

  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.

  During the height of the Pandemic in early 2021, my husband and I were about to have a child and wanted a way to travel the world with him. We had gone to a Grizzlies Hockey game and "won" a free trip to Vegas AND Hawaii." All we had to do was attend this sales meeting.
  
  During the meeting, they said that we would be saving THOUSANDS of dollars going on all of these trips for less that $500 for our family of 3 all over the world, and all we would have to do is figure out airfare. Well, membership to this, I dunno what it even is?
  Is it a club? Is it a timeshare? I have no freaking clue?! Literally, NO IDEA.
  We spent $8000 for access to over "200+ hotels and cruise lines all over the world for pennies on the dollar." In addition, a $278 membership FEE is added ANNUALLY to keep access, after I already spent freaking $8000! Gosh, I feel like the biggest idiot in the world.
  
  But you know what, I had 2 major things going against me: 1) Poor mental health, especially after being cooped up for the pandemic and pregnancy, and 2) Matrescence, aka Mom Brain, which is the literal physical change that affects the way you process and think while you are pregnant and in the early years of rearing your child.
  
  Never in my life have I been so conned and felt so stupid. And how did I learn this? By using the supposedly "free" trips that I had "won"-which by the way, were all through a 3rd party company (Casa Blanca). Dump hotels that stink of cigarettes and have stains all over the beds. The "free meals" were NOT free meals, they were "buy one get one 50% off meal" at dive eateries. The "free show tickets" were actually "buy one get one free" to some third rate magic show that no one has ever heard of and was NOT family friendly.
  
  Essentially EVERY single thing about this place from beginning to end has been a scam. How they are still open is beyond me. I won't stop complaining until I have my $8000 back in my bank account.

  

  Business Response

  Date: 12/23/2024

  We use incentive trips to encourage people to come to our
  presentation. These incentive trips do not include Hawaii. You were offered a
  seven-night stay, with multiple locations to choose from. These promotional
  incentive trips are through another company, Casablanca Express. We use a third
  party for our promotions because our inventory is exclusively for members like
  you. Casablanca Express has traveled millions on these promotional
  certificates.
  At the time you and your husband purchased your wholesale
  travel membership, December 10th 2022, we did give you a certificate
  for a trip to Hawaii with round trip airfare and three-night accommodations, as
  a bonus. The cost associated with this trip was clear and disclosed, which was just
  a tax deposit of $178. After receiving this complaint, we put in an inquiry
  with Casablanca Express. They reported that you booked one their own Las Vegas promotions
  directly with them, maybe that is what you are referring to with your accommodation
  complaints? Our promotional trips do not offer “free meals” or “show tickets”. Casablanca
  Express said that you never actually went on any of the trips that we gave you.
  As for your membership, you seem to have a total misunderstanding
  of what our product offers. Our number one offering are condos at discounted rates.
  We send out specials to all our owners every week. We have discounts on tens of
  thousands of hotels and cruises. We also offer a 110% price match guarantee. We
  would love to retrain you on your purchased membership because we want you to fully
  utilize and understand it. Please call us to schedule at ###-###-####.