ComplaintsforLux Vacation Resorts
Travel Agency
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were solicited to listen to a 90 minute sales pitch on their vacation program. We were promised that if we attended, we would receive 2 nights of hotel accommodation, Round trip airfare from any major airport within the continental U.S., 3 day car rental and a $50 hotel gift voucher. We listened to the sales pitch on September 21, 2022. We were then told to mail a form to an address to receive the rewards (Which we did by certified mail that was delivered and signed for 9/27 at 9:30am). We have not received anything and Lux is completely unresponsive.Business response
10/24/2022
The promotional gifts are provided by and fulfilled by a third party vendor. Redemption must be made through that vendors. Please refer to the redemption form for additional information and timeframe for them to respond to your request.Customer response
10/24/2022
That is completely false, I have contacted the third party after a ridiculous amount of detective work. They said they are waiting for authorization from Lux Travel before they mail any of the things promised. The third party said they had everything they need from us and they are just waiting for authorization.Business response
10/26/2022
Again, *** does not fulfill these promotional gifts. We will contact the vendor and have them reach out to this complaintant.Initial Complaint
10/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We received a letter asking us to join a 90 minute presentation, and in turn, receive a $100 dinner voucher, and two complimentary round trip airline vouchers, and two nights hotel at a Marriott, Hilton, or Hyatt.None of which is true.The $100 dinner voucher is not a voucher. This is NOT a $100 dining card, rather a membership to Dining Advantage.com for $100 in coupons toward various fast food restaurants. It cannot be used in full, only worth coupons toward various restaurants. Example, $6 off if you order TWO sandwiches. The two airline tickets and 2 nights stay are not given yet either. You must send in a ****************** redemption form within 30 days to receive. We'll see if it really comes, and how it will be stipulated to be used.I did not receive anything that they promoted, except stipulations. When I didn't sign up for their membership, they even encouraged me to NOT send in the forms to receive the airline ******************** a scam!!Business response
10/17/2022
This consumer did not purchase our product and is referring to the promotional gifts offered in exchange for attending the sales presentation. These gifts are fulfilled by third parties and the terms and conditions are all fully disclosed. Any questions or issues should be addressed directly with the third party vendor.Customer response
10/17/2022
Their promotion stated a $100 restaurant voucher and not coupons for joining a third party. A third party was never mentioned.Business response
10/18/2022
Again, *** does not fulfill those coupons as they are provided by a third party vendor. The information on redemption is included with the promotional materials.Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Aug 24 2022 i purchased a vacation plan with this company on Aug 24,2022 for $3,995 i have called ****************************************************************************************************************************** does not work so i called 4 times to get a refund because every time i call they say i will have someone call you back for your refund and to this day 6 weeks later i still have no access to my account and no refund and no one called me back i am done trying any more with the run around from this company i do not want access i just want my money back. I wish to cancel this membership and receive my refund since i was never able to use it .Business response
10/04/2022
We will have a customer service representative contact this member directly. Our customer service line is open ******* business hours six days a week in every time zone, so perhaps this customer is trying to reach the sales representative and not customer service. We will try to resolve directly with the customer.Customer response
10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
09/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Attended a seminar yesterday 9/23 in *******. Reps name was ********. Elected not to participate in the offer to buy a membership in the club. Was given a form to mail in to receive various items which were promised in the event we did not join. Come to find out that the form requires an Activation Code to be included when submitting the form along with Sponsor's name which presumably is Lux Vacations. Without the Activation Code which was not provided the form is "incomplete" and won't be honored. No way to contact them to obtain the Activation Code.Business response
09/26/2022
We will reach out to this customer to assist with obtaining their promotional gift.Customer response
09/26/2022
Apparently no one read my email which included a copy of the form that was submitted with this answer from Lux. I have the form. I don't have the Activation Code needed to complete the form. Nor do I have the Sponsor Name. Both are needed to complete the form. Have them send me that information.Business response
09/27/2022
As stated the first time, JUST ONE DAY AGO, *** is aware of the consumers complaint and will reach out to him with the proper information so that he can redeem his promotional gift.Initial Complaint
09/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Attended an informational seminar, and received none of was promised. we were told that we will receive an email with $150 gas card, in ***** hrs. Its been more than two weeks and we received no emails, I asked for copies of the forms that we signed regarding the promotion for the gas card and was told they cant do that, so I took pictures, there were no phone numbers to call for the third party, and when you call Lux, to get a number or get help, all you get is an out going message saying that they have a problem with there phone system leave a message and they will call you back. We left many messages and no one has called. And we are still waiting for the other part of the promotion. Total absolute Sacramen!!!Business response
09/14/2022
The gas card and other promotions are gifts given to prospective members that attend our presentation. They are fulfilled by third parties that have no affiliation with Lux. There is a phone number and or mailing address on the promotional piece that explains how to redeem through the third party.Initial Complaint
08/29/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Went to a seminar i ************ on 8/3/2022. Sat through the presentation and chose not to buy. We were given a "Air,Hotel and More" package that we had to redeem in 30 days. We mailed it in on 8/4/22. We were told we would receive our package in 21 days or less. It has been 25 days, received nothing !!! We were also told we would get a $150 dollar gas card by email. Guess what, nothing. This company is a total scam. I am reporting them to the ************************* in *******.Business response
08/31/2022
The promotional gifts are created and fulfilled by third party vendors. Consumer must contact the third party vendor, not Lux, to process the gift. We will contact this person directly to help them communicate with the third party vendor and receive the gift.Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I attended a Lux Vacation presentation in ****** on Friday April 29 and signed a contract for $7494. I received access to their website three business days later on May 4. After reviewing the deals on the website, I discovered that the claims made in the presentation were false, such as we will get a 50% discount on weeks at luxury resorts. I checked a few resorts that I am familiar with and found a 1% discount. I was on a road trip at the time and wasn't able to check the website until May 5. The contract said that I only have until midnight on May 4 to cancel the contract. I started calling Lux Vacations on May 6 and 7, and no one returned my calls. Someone finally answered the phone on May 10, and said that I had to cancel in writing. I sent a letter the next day to the email address provided. I didn't receive a response, so I called two weeks later and was told they didn't receive the letter, and gave me a different address. I didn't receive a response, so I called yet again. The employee said that I didn't DESERVE a response since my letter was past the deadline. They said I could take the issue up with their lawyer. As usual, they never followed up. This is the most unprofessional company I have ever delt with. Legally, they may be in the right, very unethical. I just want my $7494 back.Business response
08/25/2022
Our cancellation policy is prominently disclosed in writing just above where the consumer signs. It follows the state required rescission guidelines for this type of sale. We only honor cancellations in compliance with our policy.Customer response
08/26/2022
This was the response that I expected. The sales people put out a lot of lies about the benefits of the service and hope you fall for it. After you receive access to the website and realize you have been duped, you have a couple of hours to submit a request for cancellation in writing. This might be legal, but is very unfair. I havent used the service, so they should just give me my money back.Business response
08/31/2022
We must adhere to the terms of our contract regarding cancellation. The membership remains active and we are happy to work with the member to get the maximum benefit from the membership.Initial Complaint
08/24/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
We had a meeting with Lux Vacation Resorts on 7/6/2022 and signed a contract on that date. We were told that all Covid restrictions internationally were lifted. This is important because my husband can not travel where there are restrictions due to his health related conditions. When we got home, my husband called regarding several international vacations-all which had restrictions. I called many times trying to explain our concern and that we needed to cancel-this was all done within 3 business days of signing contract. Usually there was no answer- they say they open at 9am est-they dont, occasionally call went to voicemail, however you couldnt leave a voicemail-mailbox full. The person I spoke with gave me detailed information to send letter/email to ******************************** and include in subject line-Lux VacationResorts and to request full refund($7995.), sign it and include my phone number. This I did-twice. However, the contract said send email to LuxVacation Resorts, ***************************** c/o67 *********************************************************************. The information we have been given was fraudulent and deceptive-from the Covid policies to the contact information. No one has returned our calls or attempted to resolve anything. I contacted **************** which was our form of payment and the amount is being disputed because they also said it sounded deceptive, fraudulent and said it was a good idea to contact the Better Business Bureau.Business response
08/25/2022
Our cancellation policy is disclosed and prominently displayed in the contract just above the customers signature. It complies with the state rescission laws and requires all cancellation notices to be in writing. Regarding COVID restrictions, we are not responsible for COVID restrictions at destination accommodations and cruises, which can change at anytime subject to local government and accommodation ownership. We encourage members to monitor the media and call the actual destination regarding these restrictions for real time information.Customer response
08/25/2022
My husband took copious notes during the presentation and we said that it was contingent aping Covid restrictions. They did not respond the way they answered the complaint- they responded that restrictions were lifted. As to the information on their form for cancellation, I tried to resolve numerous times via phone and was given different information for cancellation. Their information is not consistent in any way and presents grounds for deception and fraud.Business response
08/26/2022
As stated in our first response, *** cannot be responsible, nor should a salesperson be the primary source, for information regarding COVID related restrictions. Travelers should contact the local government or the provider of the itinerary. Consumer claims to have tried to cancel the product by phone. Our cancellation policy is very clear and disclosed directly above the consumers signature. Notice of cancellation must be sent either in writing by **** or email during the rescission period. Phone calls are not accepted. This is consistent with the state rescission statute.Initial Complaint
08/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 06/10/2022 I purchased a package from Lux Vacation for a discount travel membership and a concierge for condo, hotels, cruises and more. During presentation I was advised I would save much money so I could be able to travel before I die. See I have stage 4 colon cancer and just found out it is getting worse and I just wanted to travel. Once I received my login information I tried to search what I could get right away. Right away I just wasn't seeing any great discounts but I thought well maybe it is chemo fog and my energy level not understanding the benefit so I walked away from it for a few weeks. Then I had my daughter check on a cruise to ****** for me. Well her findings was very upsetting. They provided us with RSI Travel phone number to book a vacation. I thought I was getting a concierge. Which I thought would be my own one on one person. Instead we got a customer service line where we get a different person every time providing me with the exact same price as if I was to go directly to the cruise line or hotel. When my daughter asked if they will let her know if the cruise ship pricing drops she was told they don't provide notification of price change. However, if I was to book directly with any cruise line they have it set up to notify us of price change if we choose so. Basically NO benefit at all accept for Lux Vacation. They take your money and provide you with NOTHING. I tried to get a refund and they said they could sell my membership for a fee of $299.00. I refused because I don't trust them at all. I feel this is a SCAM!! I am sick I have lost so much money. I am embarrassed to say how much I paid for this membership. They also provided me with an attorney's name and address. The name isn't even a person that is with AZbar.org and they provide me for the address for Lux Vacation location. This had done nothing but stress me out. I have been crying so much since I found out. Why would someone do this to me.Business response
08/15/2022
While we are sensitive to this customers health issues, all of our terms and conditions were disclosed in writing at the time of purchase. Additionally, customer had the right to cancel during the state mandatory rescission period, also disclosed in writing. Customer chose not to cancel during the rescission.Initial Complaint
07/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On 4/23/22, we purchased a vacation resort discount package from, Lux VacationResorts. We paid $3,995.00 for this package. The package started out at $16,000 or so. We were promised vacations at 5 star resorts for a nominal fee compared to standard fees. Bottom line is they did not dis close the truth. We have done everything to get our funds back, weve filed a hardship request letter as they requested, the last thing they told us we could do is sell it back after 12 months and wed get our money refunded. After speaking & writing to ****************************************************** they have sent me to a sales broker, named ***********************, that promised a written contract to sell our Lux Vacation Resort to arrive on Monday via email for the cost of $299.00 upfront, after he has checked the buyers license agreement. As of this complaint I have nothing but a bunch of empty prissiest. I want my refund from this scamming cons.Business response
07/20/2022
This consumer purchased a membership in an online portal providing vacation and travel values. Consumer had a statutory right to cancel within the rescission period but failed to do so. If consumer does not wish to continue with the program at this point, they have the option to resell the program through a third party. We referred them to the third party. Any further recourse is between consumer and the third party vendor.
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Customer Complaints Summary
42 total complaints in the last 3 years.
11 complaints closed in the last 12 months.