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Business Profile

Travel Agency

Lux Vacation Resorts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

  • 42 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/05/2024

    Type:Billing Issues
    Status:
    Unpursuable
    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.
    Re: Member # ******* My husband and I have been attempting to cancel our account with ********************** since July 4, 2023. On 8/29/2022, we paid over $3,990. for a vacation plan that we have never used (because we couldn't sign in) nor want to use. On February 5th, ****, we received a letter from their agent regarding a renewal fee. We have repeatedly reached out to cancel this program and feel as if not only have we been given the run around but we are now being harassed. Today when we were speaking with the Peachtree agent we were told that we need a letter of cancellation in order for our account to be closed or we will continue to receive notices requesting maintenance dues for a vacation plan that we have never used, dont want, and will never use. I even took notes during our meeting that first night which I am attaching and we were never to be charged fees because we were the first couple to purchase that evening. I want this taken care of immediately. The level of foolishness that this has reached is beyond my comprehension. We've made phone call after phone call and have had zero satisfaction.

  • Initial Complaint

    Date:01/23/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 signed up with Lux Vacation Resorts on 11/19/22 at a hotel demonstration about their services. Our membership # is *******. We were asked to write three reasons for interest in becoming members and one of these was that they offered a service that would help sell a timeshare we also already had with a different company. We paid an additional fee to this company ($299.00) but never heard from them. I called the representative there and was told by someone named ******************* ************) that they were working on it. I heard nothing more so I called them back two months ago and was told they no longer work with Lux Vacations members! I'd never gotten ANY information from Lux Vacation Resorts that they were no longer affiliated with the timeshare selling company. I've tried calling Lux Vacation Resorts over the past month, leaving FIVE messages to ask what happened whether they have a new company and no one calls back. Help! It seems very strange that they wouldn't have informed us about this and since our paperwork shows that selling our timeshare was one of the main items that got us to join Luxe, I'd like an explanation from them and who to go to so we can get back our $299 back. I can send a copy of our Luxe agreement but right now my computer isn't let me do that easily! Thanks for your help.

  • Initial Complaint

    Date:12/18/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Lux Vacation Resorts sold us a specific resort in **** ******** upon the presentation in ********, ** by presenter ****** and Sales Rep ***** in August 2022. Once we immediately signed up for the Lux Program and paid our $8000 by credit card (which was immediately charged to our account )we tried to book the specific resort in **** ******** with a customer sales agent with Lux. No such resort was in the Lux Vacation Resort program for the price that was offered at $2000 a week. We sent a letter through our attorney to Lux Attorneys and got a very short cryptic answer back saying that they do not sell specific resorts. But, that was what we bought into that was presented at the presentation and the only resort we wanted to stay in during ski season. We have not gotten our money back. Now when an email is sent to the attorney ******************* and Owner *********************** to the initial email they provided our attorney, it bounces back. We have also tried customer service by telephone leaving at least 30 messages to no avail with no return call. We have sent a letter by registered mail which the post office tried to get a signature on several times to no avail. We have sent the same letter by snail mail with no response from Lux. There are no phone numbers on the internet nor emails to get in touch with this company. We believe they are running a scam business taking people like us money upfront and not delivering what we purchased. Please read our letters and attachments. As a note, we have not used any services by this company since we paid the initial $8000 by credit card. ***** and ***************************

  • Initial Complaint

    Date:10/03/2023

    Type:Product Issues
    Status:
    Unanswered
    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 of Transaction: 04/28/2022 The amount of money paid to the Lux Vacation Resorts - '3000 The business committed to sell my timeshare / transfer out of my name in 6 months, it has been over a year and I still own the timeshare and the lux representative referred me to company agent to sell the timeshare just took more money $249 at the seminar who keep lying to me and saying they don't have a buyer. I emailed the company yesterday and it blocked my emailed and will not respond to attempts to request a total refund. This company has multiple complaints with the Better Business Bureau.

  • Initial Complaint

    Date:08/09/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    LUX Vacation Account #******* We signed up with Lux on August 2, 2022 and had 48 hours to cancel and get a complete refund of $3,995. We were advised that we would get our login information and password within 48 hours which we didn't. The first contact we had was on August 8, 2022. We we tried to login it stated there wasn't account under the information they provided us. We have tried for a year to get a hold of someone to resolve this issue. I finally contacted ********************* thru e-mail. She stated she would turn our concerns over to their legal department, but that hasn't happened and we never heard back from her. I contacted our credit card company but they haven't been able to resolve this issue either. Please advise what can be done.Regards,*************************************

  • Initial Complaint

    Date:07/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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 up for travel services 7//9/22, emailed a cancelation written request (see attached) within 3 business days on 7/13/22. On July 12, 2023 they charged my credit card $249 for a membership renewal. I contacted ********* (billing service) they said to contact LVR which I did and emailed a copy of my original cancelation to *************************** I also called ************. They refused to refund my credit card charge and said they could not provide with a phone number or contact information for LUV Vacations.I went to LUV Vacations website and sent them an email stating same. Some one called me and said they needed more information to return my money. To date they have not contacted me to request such information.I want my credit card information removed so that this does not happen next year!!!I also want my money refunded.

  • Initial Complaint

    Date:07/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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 April 25, 2023 ************ processed my credit card payment for $4995.00. This payment was for a travel club plan sold by Resorts ********************* at a presentation at the Comfort Inn in ********* *******. i have found out that by ******* Law i was to have a THREE DAY right of recision about this contract. I was never informed of this by RGI and my receipt from ************ states No Refunds and All Sales Are Final. This is misleading and WRONG and I do in fact want a refund. I have contacted Resorts *********************, ****************************************************** - ph ************ -SEVERAL TIMES by email and phone to state this. I was not given a member number until April 30 so it was not possible to see if this company operated as advertised at the presentation with wholesale discounts on all types of travel - cruises, resort stays and hotel stays. We found this not to be the case after getting quotes for 3 resorts in ********** ** for June 15 to 20. There were cheaper quotes available on line and we were told that RGI could give lower rates than available to the general public. The presentation was misleading and the ONLY paper I have stating a 3 day right of recision is a paper dealing with selling back a time share. I have had law enforcement look at this document as well as legal advise. I want a charge credit for $4995 or a certified check in that amount.

  • Initial Complaint

    Date:06/27/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Charge on credit card with wrong number listed. Seeking communication and travel booking of purchase but no way to contact the company. Therefore seeking a refund.

  • Initial Complaint

    Date:05/04/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    The date was November 5th, 2022 The amount is ******* The business committed to providing me with steep discounts on all travel The nature of my dispute is that I have 3 days legally to change my mind and cancel the deal. I went home after their presentation and I started reading the reviews. The reviews were horrible. On top of that, I started thinking about the expense, and I just felt that it was too much money for me at the time. Since I legally have 3 business days to cancel, I decided to cancel. I sent an email to the address to cancel, which I found on the contract. I also sent a letter to the address on the contract. On top of that, I contacted my credit card company. I have heard nothing from Lux Vacations, I have continued to email and call, and still nothing. I am going to keep trying, but I just want my money back and have nothing to do with this company again. My Membership number for this company is 458-125027. It is in Both mine and my husband's name ******** and *******************

    Business Response

    Date: 06/21/2023

    Dear *** or Madam,

    Thank You for the opportunity to respond to this complaint. It would have been our absolute pleasure to have served you as a member as we service thousands of satisfied customers  across the US. We would have provided the same to you. With the dispute going through the credit card company it then became out of our hands to have provided the proper credits due and both parties would have to wait the time it takes to go through the credit card companies proper procedures.

    If there is anything we can do to assist or provide amassers we are happy to help.

    Again, Thank you for the opportunity to respond.

    Sincerely,

    Compliance Department.

    Customer Answer

    Date: 06/21/2023

    I did everything I had to, going by what the law is in my ********************. I had three business days to cancel and that is exactly what I did. If I don't get satisfaction, I will be taking this company to court. I will also be suing for interest paid on my credit card and all court fees.  Please refund my money, I have all the documentation that proves I am deserved a full refund. Why are you making this so difficult? You are breaking the law 

  • Initial Complaint

    Date:04/24/2023

    Type:Billing Issues
    Status:
    Answered
    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 April 23rd at 918AM I received an email from Lux Vacation Resorts stating they charged my credit card ending in **** for 299 dollars for continued membership. I had previously canceled my membership and gotten the first installment back so I request them refunding this 299 dollars and ensure my membership is canceled and no more charging my card. I could not find a phone number for this company but I already won a Credit Card dispute with them where I got my initial installment back. The transaction number was 4cc51341e1d911eda3e20aa247833cd0.

    Business Response

    Date: 06/21/2023

    Dear *** or *****,
    Thank You for the opportunity to respond to this complaint. It would have been our absolute pleasure to have served you as a member as we service thousands of satisfied customers  across the US. We would have provided the same to you. With the dispute going through the credit card company it then became out of our hands to have provided the proper credits due and both parties would have to wait the time it takes to go through the credit card companies proper procedures.

     We are pleased to here that this matter was handled to your favor for the inconvenience.
    If there is anything we can do to assist in the future

    Again, Thank you for the opportunity to respond.

    Sincerely,
    Compliance Department.


Lux Vacation Resorts is NOT a BBB Accredited Business.

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