ComplaintsforBluegreen Vacations Unlimited, Inc.

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Initial Complaint
07/30/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
July 30, 2024 We are frustrated and disappointed with Bluegreen. We did listen to a sales pitch that was high pressure back in July 2006 and were given only three days' notice to cancel. We soon realized this was not a good deal it was made out to be. We continued making our mortgage payments and maintenance on a property we could use only one week or so out of a year and could never get the days we wanted.As retirees on a fixed income, this we feel was an enormous waste of money. We were struggling to make ends meet and this expense put an even greater strain on our finances. We have paid off the mortgage and have a letter showing we have, but we want confirmation that we don't own this timeshare anymore, but Bluegreen refuses to do that.We would appreciate it if you could investigate this matter and hold Bluegreen accountable for their practices. We believe that they should be required to offer a more reasonable cancellation period and provide greater transparency about the cost of owning a timeshare property and using it. Since these are things that they did not do for us, we believe a request to cancel our timeshare is more than reasonable. We've actually paid the mortgage, but they are not helping us, and they refuse to respond. We've been trying to do this for almost 3 years now trying to get our timeshare canceled.Thank you *********************************************
Business response
08/07/2024
August 7, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
***************************
*************************

RE: Consumer File No. 22068413

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 31, 2024, regarding the consumer correspondence of ************************* and **********************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network,so our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ************************* and ********************** purchased a Bluegreen Vacations **** timeshare interest on July 11, 2006. Mr. and ********** then increased their Points interest by purchasing an additional contract on November 30, 2013. Mr. and ************* timeshare interest conferred ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and ************* concerns,and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out to Mr. and *********** by telephone on July 31, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence and providing direct contact information. Our Specialist spoke with *********** by telephone on August 1, 2024, listening to her concerns and advising of their ownership status. In addition to speaking with *********** directly, Bluegreen wishes to respond to Mr. and ************* concerns through the Better Business Bureau as well.

Bluegreen would advise that Mr. and *********** directed the same consumer matter to the Florida ************************* Please find enclosed a copy of the response that Bluegreens **************** prepared and submitted directly to Mr.and *********** dated March 6, 2024. As such, please accept our ****************s response as Bluegreens response to Mr. and ************* Better Business Bureau correspondence as well. In addition, Bluegreen would like to respond to the additional concerns in Mr. and ************* Better Business Bureau correspondence.

Mr. and *********** first concern is regarding pressure they state they felt to purchase at the sales presentation.Bluegreen would advise that Mr. and *********** were not under any obligation to purchase or sign contracts. Our sales teams share a wealth of information about our product. However, Mr. and *********** could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs.

Mr. and ************* second concern is regarding the cancellation policy for the timeshare purchase contract. The statutory rescission period for the timeshare purchase contract provides the cancellation policy that Mr. and *********** mention. The rescission period is stated on the signature page of the Owner Beneficiary Agreement. The Owner Beneficiary Agreement states the rescission period in bold text and capital letters immediately above the signature line where Mr. and *********** signed to make their timeshare purchase. Mr. and ************* Owner Beneficiary Agreement states they had a 5-business day cancellation period. Bluegreens rescission period complies with the statutorily required time for Mr. and *********** to cancel and provides detailed information about how they can cancel without penalty.Unfortunately, Bluegreen did not receive a request to cancel from Mr. and *********** during the rescission period.

Mr. and ************* third concern is regarding availability to book vacations with their ownership. Mr. and *********** were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. Mr. and *********** initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation.Furthermore, if Mr. and *********** wanted additional information about reserving vacations, they could have called our customer service contact center. Our contact center is open six days a week to assist owners in getting the most out of their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent can stay on the telephone with an owner for as long as needed to provide guidance, answer questions, and book reservations.

Mr. and ************* next concern is regarding affording their timeshare ownership. Bluegreen would advise Mr. and *********** that the purchase terms for their timeshare purchases were disclosed at the time of purchase. The second page of Mr. and ************* Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. If they were uncomfortable with the financing terms, Mr. and *********** could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, Mr. and *********** initialed beside Section 11 of the Owner Confirmation Interview, indicating that they could afford to make all payments connected with the timeshare purchase, that it would not pose an undue financial burden for their family.

Mr. and ************* final concern is that they did not receive a resolution from our ************* ********************** team. ********************** would advise that our ************* ********************** team is dedicated to finding agreeable resolutions for each owners unique circumstances and ownership concerns. Our records show that our ************* ********************** Specialist made multiple attempts to Mr. and *********** each time we received their concerns starting in 2022. Our Specialists reached out by telephone and/or email on September 28, 2022; December 13, 2022; March 10, 2023; March 13, 2023; June 8, 2023; June 15, 2023;August 2, 2023; August 3, 2023; November 14, 2023; November 16, 2023; January 12, 2024; January 16, 2024; February 5, 2024; February 7, 2024; March 25, 2024;April 1, 2024; May 17, 2024; and May 22, 2024, resulting in leaving messages that we are trying to reach them. Unfortunately, we were unable to discuss Mr. and ************* ownership then. Our Specialist spoke with Mr. and *********** on February 13, 2024, listening to their concerns and discussing options for their ownership. Mr. and *********** advised that they were not interested in the usage of their ownership or a title transfer. They reviewed the Assessment Billing and Collection Policy and the potential for an account termination as a consequence of nonpayment of fees. At Bluegreen, we pride ourselves on our professionalism, communication,and support of owners. Once again, Bluegreen is pleased to respond to Mr. and *********** through the Better Business Bureau.

Bluegreens ************* ********************** team has reviewed Mr. and ************* ownership closely. After doing so, Bluegreen finds that Mr. and *********** remain responsible under the terms of the purchase agreements they executed for their timeshare purchases. Bluegreen will not provide the cancellation and refund requested by Mr. and ***********. However, Bluegreen wishes to advise that Mr. and ************ timeshare purchases on July 11, 2006, and November 30, 2013, were both terminated on June 27, 2024, under Bluegreens Assessment Billing and Collection Policy due to nonpayment of their maintenance fees and **** Dues.Mr. and *********** are no longer Bluegreen owners. Should Mr. and *********** have any further questions or concerns, they have the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation

Customer response
08/07/2024

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,

******* And *****************
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
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.
We are extremely upset with Bluegreen Vacations, particularly with salesman ****** **************. Despite repeatedly telling him that we didn't want to buy a timeshare, he kept pushing us until we reluctantly signed up for it. It was clear that ****** doesnt have any morals and was only interested in making money.As soon as we got home, we tried to cancel the contract, but they wouldn't help us. Funny how theyre so helpful when theyre taking your money, then silent when you need them to help you out of the bad situation that they created. Now, they're telling us that we have to have it for a whole year, which is in September before theyll even think about helping us. Whats the difference between now and September? One month is basically nothing. Every night, I have nightmares about signing my life away, and I just need them to stop.Were particularly frustrated because my fiance and I dream of owning a house one day, but this timeshare purchase is stopping that from becoming a reality. We simply cannot afford it, and we don't want it.Please help us resolve this nightmare and get our money back.
Business response
08/07/2024
August 7, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
***************************
*************************

RE: Consumer File No. 22062415
Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 30, 2024, regarding the consumer correspondence of *************************. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Mr. ***************************** and ************************* purchased a timeshare interest with the Bluegreen Vacation Club on September 9, 2023. ***************** and Ms. ******** timeshare interest confers ownership of ***** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Ms. ******** concerns, our ************* ********************** Specialist spoke with ****************** by telephone on July 30, 2024, offering to listen to her concerns and attempting to assist with their ownership. ****************** declined our Specialist offer and assistance and disconnected the call. In addition to briefly speaking with ******************, Bluegreen wishes to respond to Ms. ******** concerns through the Better Business Bureau as well.

Bluegreen would advise that ****************** and ***************** directed the same consumer matter to the Florida ************************* Please find enclosed a copy of the response that Bluegreens **************** prepared and submitted directly to ****************** and ****************** dated April 23,2024. As such, please accept our ****************s response as Bluegreens response to Ms. ******** Better Business Bureau correspondence as well. In addition, Bluegreen would like to respond to the concern in Ms. ******** Better Business Bureau correspondence.

****************** mentions concern regarding affording their timeshare ownership.Bluegreen would advise ****************** that the purchase terms for their timeshare purchase was disclosed at the time of purchase. The second page of ****************** and Ms. ******** Owner Beneficiary Agreement advises the purchase price and financing terms for their contract. If they were uncomfortable with the financing terms, ****************** and Ms. ******** could have departed the sales presentation without signing any documentation or completing a purchase.Moreover, ****************** and ****************** initialed on the second page of the Owner Beneficiary Agreement, indicating that they had reviewed and agreed to the purchase terms.

Bluegreens ************* ********************** team has reviewed ****************** and Ms. ******** ownership closely, since receiving her Better Business Bureau correspondence. After review, Bluegreen finds that we will not provide the cancellation and refund requested for ****************** and ******************. Should ****************** have any further questions or concerns, we invite her to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer response
08/07/2024
I am asking The BBB to help me out of this Time Share. They pressured me for 8 hours to sign up with them in the beginning I literally said no for 71/2 hours I was so tired and scared because they pressured me. I was never told I could cancel in how ever many days it was after i could no longer cancel, believe me I would have canceled immediately. I have never taken a trip so this Bluegreen Vacation is pointless. I want out and the wont et me. I am paying thousands of dollars for something I never even wanted because of pressure. I want an exit. BlueGreen Vacations is HORRIBLE.
Customer response
08/07/2024

Complaint: 22062415

I am asking The BBB to help me out of this Time Share. They pressured me for 8 hours to sign up with them in the beginning I literally said no for 71/2 hours I was so tired and scared because they pressured me. I was never told I could cancel in how ever many days it was after i could no longer cancel, believe me I would have canceled immediately. I have never taken a trip so this Bluegreen Vacation is pointless. I want out and the wont et me. I am paying thousands of dollars for something I never even wanted because of pressure. I want an exit. BlueGreen Vacations is HORRIBLE.

Sincerely,

*********************
Initial Complaint
07/24/2024
Complaint Type:
Order Issues
Status:
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.
Contract #******* To Whom it May ********** are writing this letter to formally request the cancellation of our timeshare contract with BlueGreen Vacations, as the decision to purchase was influenced by misleading information provided by the initial sales representative in 2022 and later exacerbated by the second sales representative in 2023.Unfortunately, my experience with BlueGreen Vacations has not been in line with the expectations set during the initial sales presentation. The promises made by the sales representatives have proven to be inaccurate, and we feel compelled to terminate our timeshare agreement due to these misrepresentations.In 2022, We were persuaded to purchase the timeshare based on certain commitments and assurances made by the first sales representative. Regrettably, these assurances were not fulfilled, and we have since discovered discrepancies between the promises made and the actual benefits provided.Furthermore, in 2023, we were told we had to attend a 30 minute Owners Update Meeting, this is where we encountered a second sales representative who provided additional information that was inconsistent with the terms outlined in the original agreement. This second instance had there us for over 3 hrs even though we had repeatedly told them no and that our family was waiting on us to go get lunch. On top of missing out on over half a day with our family due to this meeting, it was full of misinformation that has also contributed to some financial hardship and our dissatisfaction with the overall experience and further eroded my trust in BlueGreen Vacations.As a result of the misrepresentation by your sales representatives in so many ways and we no longer want to have any association with this timeshare. We no longer want to be stuck in the excessive maintenance fees and want to be released from this contract since we cannot sell back.Sincerely,******* and ***************************
Business response
08/02/2024
August 2, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
***************************
*************************

RE: Consumer File No. 22038233

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 24, 2024, regarding the consumer correspondence of ********************************** and ********************************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network,so our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *********************************** and ******************************** purchased a Bluegreen Vacation Club timeshare interest on September 3, 2022. Mr. and ******************** then completed an equity trade on August 31, 2023. Mr. and Mrs.********* timeshare interest confers ownership of ****** Annual Vacation **** Points and Premier Platinum membership.

Upon receiving the Better Business Bureaus correspondence advising of Mr. and Mrs.********* concern, our ************* ********************** Specialist reached out to Mr.and ********************* by telephone and email on July 24, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out again by telephone on July 26 and July 29, 2024, resulting in leaving voice messages that we are trying to reach them and providing direct contact information.Although we have been unable to speak with Mr. and ********************* directly,Bluegreen wishes to respond to their concerns through the Better Business Bureau.

Mr. and Mrs. ********* first concern is regarding representations they state were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 11 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 11 provides a space for Mr.and ********************* to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ******************** by writing None, indicated no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and *********************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Mr. and Mrs. ********* second concern is about their experiences at owner update presentations. They state the presentations lasted hours and felt pressure to purchase additional Points.Our owner update presentations impart a great deal of information. Due to the amount of information shared during the presentation, the time can be lengthy.Bluegreen would remind Mr. and ********************* that as deeded owners with Bluegreen, they are not under any obligation to attend owner update presentations when they vacation with Bluegreen when using their ownership if they do not wish to participate. However, Mr. and ********************* are always welcome to attend a presentation should they wish to learn more about their ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation. Our owner update presentations are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. Owner update presentations impart a great deal of information about how to use the ownership, including information about how Vacation **** usage may be enhanced by purchasing additional Vacation **** Points. Mr. and ********************* did not need to consider information presented about purchasing additional Points if they were not interested in expanding their ownership.

Mr. and Mrs. ********* third concern is regarding affording their timeshare ownership. Bluegreen would advise Mr. and ********************* that the purchase terms for their timeshare purchases were disclosed at the time of purchase. The second page of Mr. and Mrs. ********* Owner Beneficiary Agreements advises the purchase price and financing terms for each contract. If they were uncomfortable with the financing terms, Mr. and ********************* could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, Mr. and ********************* initialed the second pages of the Owner Beneficiary Agreements, indicating that they had reviewed and agreed to the purchase terms.

Additionally, Mr. and ********************* are concerned with the maintenance fees for their ownership. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr. and ********************* initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.

Mr. and Mrs. ********* final concern relates to resale of their ownership.Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. Owner Confirmation Interview Section 10.b states that Bluegreen does not offer a formal buyback program and there is limited secondary market sales opportunities for timeshares. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agent, Pinnacle Vacations. This third-party resale agent can advise owners regarding resale information, but Bluegreen is not party to that conversation.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********* ownership closely. After reviewing Mr. and Mrs. ********* ownership, Bluegreen finds that Mr. and ********************* remain responsible under the terms of the purchase agreement and promissory note they executed in connection with her timeshare purchase. Bluegreen will not provide the cancellation requested for Mr. and *********************. At this writing, Mr. and Mrs. ********* mortgage loan in connection with their timeshare purchase on August 31, 2023 is currently 64 days past due. Bluegreens ******************* has called, emailed, and sent letters to Mr. and ********************* to advise them of the delinquency and provide an opportunity to bring their loan current. Should Mr. and ********************* elect not to continue mortgage payments, their loan may be charged off due to nonpayment of mortgage. Should Mr. and ********************* have any further questions or concerns, they have the direct contact information for our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer response
08/10/2024

Complaint: 22038233

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Agents for Bluegreen Vacations approached my wife and I while we were in Bass Pro Shops, *************, ** on July 6, 2024.We were told and shown literature naming only two hotels in the ************* area that were part of the Bluegreen Vacation plan. Those two hotels were Homewood Suites and Courtyard, both within walking distance of the ****************. That was the sole reason we even considered the Bluegreen Vacations program. The booking was made by **** (manager), using my phone, while we were in the Bass Pro Shop. He only asked me the lodging dates we wanted.The two hotels that we agreed to is not what we ended up with. We were booked at the ************ Resort, *************. That name was never told or was it shown to us. Total misrepresentations by the agents for Bluegreen Vacations. I seek full refund from Bluegreen Vacations. My written communication to Bluegreen Vacations has gone unanswered. I will not verbally communicate with them.
Business response
08/02/2024
August 2, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
*************************************************************************************************************

RE: Consumer File No. 22037475

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 24, 2024, regarding the consumer correspondence of **********************************. Thank you for reaching out to us on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network,so our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *********************************** and **************************************** purchased a four-day, three-night vacation package at one of our Bass Pro Shops locations on July 6, 2024. The cost of the package was $199, and Mr. and ********************* had a 12-month period from the purchase date in which to use their vacation package. The package did require attendance at a sales presentation during the stay.

Upon receiving the Better Business Bureaus correspondence advising of Mr. ********* concern, one of our Customer Experience Specialists corresponded with ******************* by email, providing clarification on the accommodations associated with his and Mrs. ********* vacation package and updating him on the status of their account. In addition to corresponding with ******************** directly,Bluegreen wishes to respond to his concern through the Better Business Bureau as well.

Mr. ********* concern is regarding being booked at ****************** Resort,a Bluegreen Vacations property, when he understood that they would be staying at one of two specific hotels in *************. Bluegreen would clarify that the information Mr. and ********************* received about ****************** Resort was advising them of the location of their timeshare presentation. Our records indicate that their package was for a stay in a select area hotel, and at the time ******************** contacted the Better Business Bureau, their accommodations for their stay had not yet been confirmed. This information was provided to ******************* by email on July 28, 2024.

Bluegreens Customer Experience team has reviewed Mr. and Mrs. ********* package purchase experience closely. Because ******************** reached out within the 30-day cancellation period, our Specialist has canceled Mr. and Mrs. ********* vacation package and issued a full refund. Bluegreen is pleased that we were able to resolve this issue for Mr. and *********************. Should ******************** have any further questions or concerns, he has the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Customer response
08/02/2024
The merchant has issued to me a satisfactory refund. I feel that this matter has been resolved and BBB case should be closed. Thank you for your assistance.
Customer response
08/02/2024

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
07/22/2024
Complaint Type:
Product Issues
Status:
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.
***************************************** Page ******************************************************************************* Contract #s: ******* Uploaded letter
Business response
08/01/2024
August 1, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
***************************
*************************

RE: Consumer File No. 22026352

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 22, 2024, regarding the consumer correspondence of Mr. *********************** and ****************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network,so our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Mr. *********************** and **************** purchased a Bluegreen Vacation Club timeshare interest on March 31, 2001. Mr. and Mrs. **** subsequently increased their ownership interest by purchasing additional Points on October 23, 2020. Mr. and Mrs. ****s timeshare interests confer ownership of ****** Biennial Vacation **** Points.

Upon receipt of your correspondence advising of Mr. and Mrs. ****s concerns,and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, our ************* ********************** Specialist reached out to Mr. and Mrs. **** by telephone and email on July 24, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out to Mr. and Mrs. **** by telephone on July 26 and July 29,2024, again leaving messages that we are trying to reach them and providing direct contact information. Although we have been unable to speak with Mr. and Mrs. **** directly, Bluegreen wishes to respond to their concerns through the Better Business Bureau.

Mr. and Mrs.****s first concern is regarding attending owner update presentations. Mr. and Mrs. **** state they felt pressure to attend owner update presentations when traveling to Bluegreen resorts and felt pressure to purchase additional Points. Bluegreen is firmly of the opinion that all Vacation **** Points are valuable for reserving enjoyable and memorable vacations. There is no single right amount of Points. Mr. and Mrs. **** reserved a wealth of vacations with their initial purchase of ****** Biennial Vacation **** Points, and they only expanded their vacation opportunities when they completed their upgrade purchase. As seen in Mr. and Mrs. ****s own reservation history, their initial ****** Biennial Vacation **** Points are highly valuable. Prior to their upgrade, Mr. and Mrs. **** reserved and personally or through a guest traveled on sixteen (16) separate reservations at various Bluegreen resorts. Bluegreen would remind Mr.and Mrs. **** that as deeded owners with Bluegreen, they are not under any obligation to attend owner update presentations when they vacation with Bluegreen if they do not wish to participate. However, Mr. and Mrs. **** are always welcome to attend a presentation should they wish to learn more about their ownership, hear Bluegreens current sales offers, or obtain the gifts given for attending a presentation. Our owner update presentations are designed to answer questions, provide information, and present offers for enhancing Vacation **** ownership. Owner update presentations impart a great deal of information about how to use the ownership, including information about how Vacation **** usage may be enhanced by purchasing additional Vacation **** Points.

Mr. and Mrs. ****s second concern is regarding the amount of Points they purchased during their last upgrade. They anticipated purchasing ****** Points annually instead of biennially. Our sales presentations impart a great deal of information to prospective owners. Due to the volume of information shared during the presentation, the time can be lengthy. The Owner Beneficiary Agreement and Purchase Proposal state the additional amount of Points Mr. and Mrs. **** were purchasing. If Mr. and Mrs. **** wanted additional time to review the full purchase documentation before signing, they were free to request more time with the documents from a Bluegreen representative before executing the purchase paperwork. In addition, if they needed any further explanation, they were free to ask questions and request additional information before executing the contract. As Mr. and Mrs. **** may have experienced with other contractual purchases like houses or automobiles, these contracts routinely include legal description and terminology that consumers can review to their personal comfort level. However, as with any contractual purchase they might make, it is Mr. and Mrs. ****s responsibility to review their contract documents for understanding and request clarification as needed.

Mr. and Mrs. ****s third concern is that their children will become financially responsible for their timeshare interests should something happen to them. Bluegreen would remind Mr. and Mrs. **** that there is no legal requirement that an owner must pass on a timeshare interest to the owners children, heirs, or designees.Additionally, there is no obligation that an intended recipient must accept a timeshare interest. Mr. and Mrs. ****s children would not be legally required to assume financial responsibility for the ownership if they do not wish to do so.

Mr. and Mrs. **** next concern is regarding the increased maintenance fees for their ownership. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr. and Mrs. **** initialed next to Section 8,indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.

Mr. and Mrs. ****s final concern is regarding representations they state were made during the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details in the contract documents.The Owner Confirmation Interview in Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provided a space for Mr. and Mrs. **** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and Mrs. **** completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Terms and Conditions of the Owner Beneficiary Agreement in Section 24 provide that Mr. and Mrs. ****, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ****s ownership closely. After doing so, Bluegreen finds that Mr. and Mrs. **** remain responsible under the terms of the purchase agreements they executed for their timeshare purchases. Bluegreen will not provide the cancellation requested by Mr. and Mrs. ****. Bluegreen wishes to advise that Mr. and Mrs. ****s contract for their March 31, 2001, and October 23, 2020, timeshare purchases have been paid in full. Bluegreen can offer assistance if Mr. and Mrs. **** wish to speak by telephone. Should Mr. and Mrs. **** have any further questions or concerns, they have the direct contact information of our Specialist.

********************************************************** **** Services
Bluegreen Vacations Corporation

[JD1]Let me know if I am missing anything!
Customer response
08/09/2024

Complaint: 22026352

I am rejecting this response because to us these are not a review meeting simply imparting information and program updates. They are more a high-pressure sales meeting. For instance, at one of the early meetings of our Timeshare ownership the person we were talking to kept insisting that we needed to purchase more, even to the point of advising us how we could increase our ownership and then rent it out to others just like he does. This sales discussion went on a long time but finally we convinced him we were not buying. At another, the salesperson said we were stupid for not purchasing more. Of course, there isn't anything in writing to substantiate this discussion.
Then, yes, in 2020 we attended another review meeting. More than once we said we didnt want to purchase but we were finally persuaded to agree to a second purchase.
Regarding the potential for our children being saddled with our Timeshare obligations our concern comes from the Terms & Conditions: item 28a. miscellaneous, which states: Binding effect upon the parties hereto, their heirs, etc.

Sincerely,

******* And ***********
Initial Complaint
07/20/2024
Complaint Type:
Product Issues
Status:
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.
Dear Better Business Bureau,I came to you back in 2022 for help in canceling my timeshare and I am so tired with Bluegreen's lack of cooperation because I am still stuck with this. Despite numerous attempts and a considerable amount of time, I have not been able to find a resolution on my own.In the past few years, I have tried everything in my power to cancel my timeshare. I have reached out to Bluegreen through phone, email and outside agencies. The only response I have received is them wanting money to cancel this, which is extremely frustrating. I cannot afford to keep paying for a timeshare I no longer want or need.I trusted Bluegreen to help me resolve this issue. I cannot express enough how helpless I feel. I have wasted so much time and money on this, and I just want a resolution. I am pleading with you to please help me.Sincerely,*********************
Business response
07/29/2024
July 29, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
***************************
*************************

RE: Consumer File No. 22018155

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 20, 2024, regarding the consumer correspondence of ************************. Thank you for reaching out to us on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network,so our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that ************************* purchased a Bluegreen Vacation Club timeshare interest on May 26, 2018. ************ timeshare interest conferred ownership of ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of ************ concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach ********** by telephone and email on July 22, 2024, leaving messages to notify him that we would like to speak with him further to address his Better Business Bureau correspondence. ********** replied by email on July 24,2024, providing his available times to speak. Accordingly, our Specialist spoke with ********** by telephone on July 24, 2024, listening to his concerns,reviewing the guidelines of his ownership, and providing an update on the status of his account. In addition to speaking with ********** directly, Bluegreen wishes to respond to his concerns through the Better Business Bureau as well.

************ first concern is regarding the difficulty he experienced in canceling his ownership. Bluegreen would advise that the statutory rescission period for the timeshare purchase contract provides the applicable cancellation policy for a Vacation **** purchase. The rescission period is included in the Owner Beneficiary Agreement for ************ review. The Owner Beneficiary Agreement states the rescission period on the signature page in bolded text and capital letters immediately above the signature lines where ********* signed to make his timeshare purchase. ********** had a physical copy of the Owner Beneficiary Agreement document in his possession when he left the sales presentation and purchase meeting; therefore, he had an opportunity to read through this document right away after purchasing or later at his leisure. If ********** had doubts about the Bluegreen product or its suitability for his personal vacation needs, he could have promptly reviewed his contract documents during the rescission period and followed the instructions to cancel, if desired. Our Specialist has discussed this rescission period with ********** to explain that this is the only time the contract provides for Bluegreen to cancel a purchase upon request and provide a refund. However, Bluegreen did not receive a request to cancel from ********** during the rescission period.

************ final concern is regarding affording his timeshare ownership.Bluegreen would advise ********** that the financing terms for his timeshare contract were disclosed at the time of purchase. The second page of ************ Owner Beneficiary Agreement advises the purchase price and financing terms for the contract. In addition, the Purchase Proposal includes a breakdown of annual maintenance fees and Vacation **** Dues, as well as loan financing terms. If he was uncomfortable with the financing terms, ********** could have departed the sales presentation without signing any documentation or completing a purchase. Moreover, ********** initialed beside Section 12 of the Owner Confirmation Interview, indicating that he could afford to make all payments connected with the timeshare purchase and that it would not pose an undue financial burden for his family.

Bluegreens ************* ********************** team has reviewed ************ ownership closely. After doing so,Bluegreen finds that we will not provide the cancellation and refund requested for **********. However, Bluegreen would advise that ************ mortgage loan for his timeshare purchased on May 26, 2018, was charged off due to nonpayment on January 3, 2023. ********** has therefore no longer been a Bluegreen owner since that date. Our Specialist emailed a copy of ************ termination letter to him on July 24,2024. Should ********** have further questions or concerns, he has the direct contact information for our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
07/18/2024
Complaint Type:
Order Issues
Status:
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.
I purchased my first timeshare from your company in 2003 after receiving an invitation for a free night at the resort. Upon arrival, I was met by numerous salespeople and managers in a conference room. The salesperson pitched an enticing travel plan with promises of discounted vacations worldwide. After a tour of the renovated ocean-view rooms, they offered me a package to own with various gifts, pressuring me with financing options and negotiation tactics until I reluctantly signed the contract. Over the years, I faced challenges booking getaways due to availability issues and unexpected fees, including maintenance and exchange fees. My financial situation worsened due to disability, prompting my visit to your office in 2015 to express my dissatisfaction. Despite my reservations, I was coerced into purchasing a new contract with additional points, only later realizing the hidden costs and requirements to bank points. I feel deceived and financially drained, unable to travel anymore, and demand to cancel my contract and receive a refund, as I no longer trust your company.
Business response
07/26/2024
July 26, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
***************************
*************************

RE: Consumer File No. 22007892

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 18, 2024, regarding the consumer correspondence of Ms.Florbella Gois. Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network, so our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Ms. ****************** purchased a timeshare interest at *************** in *************, **********, on March 21, 2003. Ms.***** timeshare interest, no longer managed by Bluegreen, confers ownership of a deeded week at ***************.

Upon receipt of your correspondence advising of Ms. ***** concerns, and in accordance with Bluegreens desire to provide each owner with education,resolution, and ongoing service, one of our ************* ********************** Specialists attempted to reach ************ by telephone and email on July 19, 2024, leaving messages to notify her that we would like to speak with her further to address her Better Business Bureau correspondence. Our Specialist reached out again to ************ by telephone and email on July 22, 2024, and by telephone on July 23,2024, again leaving messages that we are trying to reach her and providing direct contact information. Although we have been unable to speak with ************ directly, Bluegreen wishes to respond to her concerns through the Better Business Bureau.

Ms. ***** first concern is regarding pressure she states she felt to purchase during the sales presentation. Bluegreen would advise that ************ was not under any obligation to purchase or sign contracts. Our sales teams share a wealth of information about our product. However, ************ could have left our welcome center without purchasing if she felt the product did not suit her vacation needs.

Ms. ***** final concern is regarding being pressured to purchase additional Points. Bluegreen would advise that our records do reflect her Atlantic Palace deeded ownership, which was previously serviced by Bluegreen. However, our records do not show that a Points account matching Ms. ***** information exists in our system or that ************ was ever a Bluegreen Vacation Club Points owner. Therefore, it is possible that ************ purchased her timeshare points from the resort directly or from another timeshare company.

Bluegreens ************* ********************** team has reviewed Ms. ***** ownership closely. Bluegreen would advise that Ms. ********************* account is no longer serviced by Bluegreen as of January 2015. Therefore, for assistance with her concerns about using her ownership or to discuss her cancellation request,we would encourage ************ to contact Fantasea Resorts Management directly at ************.Should ************ have any additional questions or concerns about the status of her account, she has the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Buenos das, podran ayudarme a cancelar mi tiempo compartido? No he podido encontrar un empleo estable y he tenido dificultades para cubrir nuestros gastos de manutencin. Mi hipoteca est saldada pero la cuota de mantenimiento se ha convertido en una carga adicional. Para pagar la cuota de mantenimiento de este ao, nos vimos obligados a priorizarla sobre nuestros gastos esenciales. Necesito tomar medidas inmediatas para aliviar el estrs financiero de mi familia y cancelar el tiempo compartido es un paso necesario hacia esta estabilidad. Por favor, hgame saber qu se puede hacer ya que no podemos afrontar los pagos o las tarifas que se nos exigen. Gracias
Business response
07/24/2024
July 24, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***************** and *************
*************************************************************************************************************
RE: Consumer File No. 21997049

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 16, 2024, regarding the consumer correspondence of ***********************************. Thank you for reaching out to us on his behalf to apprise us of his inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *********************************** and ********************************** purchased a timeshare interest with the Bluegreen Vacation Club on November 7, 2020. Mr. and ********************* then increased their Points interest by purchasing an additional contract on February 27, 2021. Mr. and Mrs. ********* timeshare interests confer ownership of ***** Biennial Vacation **** Points and ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of Mr. ********* concerns, our ************* ********************** Specialist reached out to ******************** by telephone and email on July 17 and July 19, 2024, resulting in leaving messages that we wish to speak with him regarding his Better Business Bureau correspondence, and providing direct contact information. Our Specialist reached out to ******************** by telephone again on July 22, 2024, resulting in leaving messages that we are trying to reach him and providing direct contact information. Although we have been unable to speak with ********************* directly, Bluegreen wishes to respond to Mr. and Mrs. ********* concern through the Better Business Bureau.

Mr. ********* primary concern is regarding the maintenance fees and affording their ownership. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Mr.and ********************* initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ********* ownership closely, since receiving Mr. and Mrs. ********* Better Business Bureau correspondence. After review, Bluegreen finds that Mr.and ********************* remain bound to the terms of the purchase agreements they executed for their timeshare purchases. Bluegreen will not provide the cancellation requested for Mr. and *********************. As ******************** mentions in his correspondence, Bluegreens records show that Mr. and Mrs. ********* contract for their November 7, 2020, and February 27, 2021, timeshare purchases have been paid in full. Bluegreen can offer assistance if Mr. and ********************* wish to speak by telephone. Should ******************** have any further questions or concerns, we invite him to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation

Customer response
07/25/2024

Complaint: 21997049

I am rejecting this response because:

Sincerely,

*******************************
Customer response
07/29/2024
I rejected the message because I need help getting out of the contract. I have explained I can not pay for it any more, and I do not want to damage my credit. I am requesting options to close please
Initial Complaint
07/16/2024
Complaint Type:
Order Issues
Status:
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.
Dear Bluegreen Vacations,I am writing to express our dissatisfaction and frustration with the deceptive practices we have encountered as Bluegreen Vacations timeshare owners. We seek an immediate cancellation of our timeshare contracts.We purchased a Bluegreen timeshare based on misleading information provided by your staff. We were promised enjoyable and stress-free vacations, but our experience has been the opposite. Instead, we have faced financial strain due to high maintenance fees and limited availability.We were also misled about the ability to sell back our points, which has added to our frustration. Additionally, the benefits associated with Bluegreen membership, such as partnerships with Choice and RCI, have been less advantageous than presented and incurred hidden costs.Significant life changes, such as a divorce and increased medical issues, have made our continued membership financially untenable. We now need to prioritize maintaining two households and addressing our health concerns.We demand the immediate cancellation of our timeshare contracts and prompt confirmation of this cancellation. Please provide a detailed plan for the resolution of any associated financial obligations.Your immediate attention to this matter is imperative. We anticipate a swift resolution.Thank you for your prompt action.Sincerely,******************************* & *****************************
Business response
07/24/2024
July 24, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
***************************
*************************

RE: Consumer File No. 21997029

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 16, 2024, regarding the consumer correspondence of Ms. ***************************** and ***********************************. Thank you for reaching out to us on their behalf to apprise us of their inquiry.

Bluegreen is committed to providing excellence in customer service and to ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network,so our owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that Ms. ***************************** and *********************************** purchased a Bluegreen Vacation Club timeshare interest on April 7, 2015. **************** and ****************** subsequently increased their ownership interest by purchasing additional Points on August 9, 2015, July 10, 2017, April 3, 2018, and July 5,2020. **************** and ****************** then completed an equity trade on June 27,2022. **************** and Ms. ******** current timeshare interests confer ownership of ***** Biennial Vacation **** Points and ***** Annual Vacation **** Points.

Upon receipt of your correspondence advising of **************** and Ms. ******** concerns, and in accordance with Bluegreens desire to provide each owner with education, resolution, and ongoing service, our ************* ********************** Specialist reached out to **************** and ****************** by telephone and email on July 17 and July 18, 2024, resulting in leaving messages that we wish to speak with them regarding their Better Business Bureau correspondence and providing direct contact information. Our Specialist reached out to **************** and ****************** by telephone again on July 19, 2024, leaving a voice message that we are trying to reach them and providing direct contact information. Although we have been unable to speak with **************** and ****************** directly, Bluegreen wishes to respond to their concerns through the Better Business Bureau.

**************** and Ms. ******** first concern is regarding representations they state were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents.The Owner Confirmation Interview at Section 13 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 13 provides a space for **************** and ****************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. **************** and ****************** by writing None, indicated no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that **************** and ******************, as purchasers, should not rely on any oral or written representations that are not set forth in the contract documents.

**************** and Ms. ******** second concern is regarding availability to book vacations with their ownership. **************** and ****************** were advised during the sales presentation that Bluegreens business operates on a reservation booking window. This booking window offers owners the widest selection of vacations when an owner confirms reservations in advance. Owner Confirmation Interview Section 1 describes the booking lead time. It states that reservations at Vacation **** accommodations can be booked from 11 months to two days in advance of the owners travel dates. Section 1 also states that reservations are based on space availability and are not guaranteed until confirmed. **************** and ****************** initialed beside Section 1, indicating they understood that vacations would be based upon availability at the time of confirming a reservation. However, a thorough review of their account reveals that **************** and ****************** booked and could have traveled on 22 reservations at many different Bluegreen resorts during the years they have owned. If **************** and ****************** want additional information about reserving vacations, we invite them to call our customer service contact center. Our contact center is open six days a week to assist **************** and ***************** in getting the most out of their Bluegreen ownership. Bluegreen contact center agents do not have restrictions on their talk times, so an agent could stay on the telephone with **************** and ****************** for as long as needed to provide guidance, answer questions, and book reservations.

**************** and Ms. ******** third concern is regarding the maintenance fees for their ownership. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. *************** and ****************** initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees,including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due.

**************** and Ms. ******** next concern relates to the selling of their ownership. **************** and ****************** state they were told they could sell back their ownership. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product.Owner Confirmation Interview Section 14 provides that no one is authorized to guarantee that Bluegreen will repurchase or resell a timeshare interest. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments disclaims the investment potential of the ownership and states there is no guaranteed buy-back of the timeshare. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests. Bluegreen refers owners interested in resale to our authorized third-party resale agents, Pinnacle Vacations. This third-party resale agent can advise owners regarding resale information, but Bluegreen is not party to that conversation.

**************** and ****************** also mention concern regarding Bluegreens Choice Privileges program and their RCI membership which is a benefit of their ownership. **************** and ****************** state these benefits have incurred hidden fees. As Bluegreen advises in advance, there are a few Bluegreen programs requiring payment of additional fees. One program is Traveler Plus, which allows **************** and ****************** to utilize the Choice Privileges program. Owner Confirmation Interview Section 6 states, membership in Traveler Plus is optional and additional fees are required to use the benefits and services of Traveler Plus. With **************** and Ms. ******** Bluegreen ownership and their Traveler Plus membership, *************** and ****************** receive an Elite Platinum Choice Privileges membership that offers enhanced benefits through Bluegreens partnership with ************** One benefit is that **************** and ****************** have the option to convert Bluegreen Vacation Club Points into Choice Privileges Points for stays at ************** Once converted, the Choice Privileges Points can be used with ************* customer service center or on the ************* website to reserve hotel rooms instead of paying cash. Regarding RCI, Bluegreen would advise that the benefits and use of RCI to exchange Bluegreen Vacation Club Points for vacations at other destinations was discussed at the time of *************** and Ms. ******** purchase. These terms were detailed in **************** and Ms. ******** contract documents. The Owner Confirmation Interview at Section 5 states that RCI is a separate company from Bluegreen with its own availability,and exchanges with RCI have fees associated with each exchange transaction. Again,our contact center agents are happy to answer questions about the Choice Privileges program and RCI.

*************** and Ms. ******** final concern is that they are unable to use their ownership due to life changing events and medical concerns. We certainly appreciate **************** and Ms. ******** ownership over the past 9 years.Bluegreen takes great pride in working with our owners, listening to their concerns, seeking positive resolutions, and welcoming feedback. Bluegreen offers a lifetime ownership and understands that our owners may go through difficulties or disagree with certain changes that must be implemented as we adapt to industry changes and consumer preferences. Bluegreen is grateful for the time we were able to provide great vacations and great memories for *************** and ******************, their families, and friends. Bluegreen never wants to see an owner decide to separate from the Vacation ****. However, we do understand that as our business changes, our owners lives also change.Bluegreen remains devoted to assisting **************** and ****************** with enjoying their ownership or alternative resolutions if they wish to speak by telephone.

Bluegreens ************* ********************** team has reviewed **************** and Ms. ******** ownership closely. After doing so,Bluegreen finds that **************** and ****************** remain responsible under the terms of the purchase agreements they executed for their timeshare purchases. Bluegreen will not provide the cancellation requested by **************** and ******************. At this time, however, Bluegreen would advise that Mr. and Mrs. ******** mortgage loans for their timeshare purchases on August 9, 2015, July 10, 2017, and June 27, 2022, have been charged off due to nonpayment on April 24, 2024, November 15, 2023, and December 6, 2023,respectively. Should **************** and ****************** have any further questions or concerns, they have the direct contact information of our Specialist.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation
Initial Complaint
07/16/2024
Complaint Type:
Order Issues
Status:
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.
We begin correspondence with the Bluegreen Vacation Club to dissove our contracts in January, 2024. We were not able to pay the mortgages with the high interest rates in addition to increasing maintenance assessments. The expense was not justifiable. The properties did live up to the standards presented in the promotional videos and magazines. The lies were distressing when attempts were made to sell or trade weeks and properties, even with trying to sell the properties through the Bluegreen advised company. As senior citizens, we felt deceived, having invested so much and unable to extract any value from our timeshares. We are exhausted, and as just regular people, we have limited funds. Bluegreen Vacation Club Corporation needs to terminate our Cibola timeshare account.
Business response
07/24/2024
July 24, 2024

***************************
BBB Services Specialist
Better Business Bureau Serving ***********************************
*************************************************************************************************************

RE: Consumer File No. 21996733

Dear ********************:

This message is in response to the Better Business Bureaus electronic mail correspondence received by Bluegreen Vacations on July 16, 2024, regarding the consumer correspondence of **************************************.Thank you for reaching out to us on her behalf to apprise us of her inquiry.

Bluegreen is committed to providing excellence in customer service and ensuring our owners and guests are satisfied with their overall experience. It is Bluegreens goal to provide a comprehensive and responsive support network so owners and guests can focus on enjoyable and memorable vacations.

Bluegreens records indicate that *************************** and ************************************** purchased a timeshare interest with the Bluegreen Vacation Club on November 27, 2020. Mr. and ***************** increased their Points ownership by purchasing two additional contracts on February 16, 2021 and October 25, 2021. At one time, Mr. and ******************* timeshare interests conferred ownership of ****** Annual Vacation **** Points, ****** Biennial Vacation **** Points, and Premier Gold benefits.

Upon receipt of your correspondence advising of Mrs. ******* concerns, our ************* ********************** Specialist reached out to ***************** by telephone and email on July 17 and July 18, 2024, resulting in leaving voice messages advising we wish to speak with her regarding her Better Business Bureau correspondence and providing direct contact information. ***************** replied by email on July 18, 2024, stating she had tried to return the call and asking when their current remaining ownership would be cancelled. Our Specialist responded by email the same day thanking ***************** for her response, explaining that as they have been advised previously, we do not provide a timeline for when or if termination may occur, advising that we still wish to speak with her regarding her concerns, and attaching their maintenance fee billing statement which includes information regarding late payment and nonpayment. ***************** replied by email on July 19, 2024, stating that they are aware of the information that was provided by our Specialist and expressing frustration. In addition to communicating with ***************** directly via email,Bluegreen wishes to respond to ******************* concerns through the Better Business Bureau as well.

******************* first concern is regarding the maintenance fees for their ownership and the interest rate for their mortgage loans. Maintenance fees are discussed at the time of purchase and detailed in the Owner Beneficiary Agreement and the Owner Confirmation Interview. Owner Beneficiary Agreement Section 4: Common Assessment Fees and **** Dues sets forth that maintenance fees are billed annually as a base amount plus an added amount per Vacation **********. This billing calculation indicates that maintenance fees will increase as the number of Vacation **** Points owned increases. Moreover,Section 4 provides that Bluegreen has the right to increase or decrease fees from time to time. Owner Confirmation Interview Section 8 also advises that maintenance fees and **** Dues are owner obligations calculated based on the number of Vacation **** Points owned. Section 8 further states that maintenance fees may vary from year to year as the result of changes in utility costs,taxes, insurance, and other common expenses and fees. Mr.and ***************** initialed next to Section 8, indicating their understanding and consent. Bluegreen endeavors to make maintenance fees manageable for owners by offering several payment options for maintenance fees, including installment plans of three months, longer payment plans, and advance prepayments before the maintenance fee bill is due. With respect to mortgage payments and interest rates, those purchase terms were advised on the second page of Mr. and ******************* Owner Beneficiary Agreement, on the Purchase Proposal, and on the first page of their Bluegreen *************** Summary & Owner Confirmation Interview. Mr. and ***************** were under no obligation to purchase if they were uncomfortable with the financing terms.Moreover, Mr. and ***************** initialed beside Section 12 of the Owner Confirmation Interview, indicating that they could afford to make all payments connected with their timeshare purchase, including, but not limited to, mortgage, maintenance fees and club dues, and that it would not pose an undue financial burden for their family at its current financing terms.

******************* second concern is with information regarding the resale of their ownership. Bluegreen would remind Mr. and ***************** that they purchased a timeshare ownership that is intended to be a lifetime ownership. Bluegreen would advise that the Owner Beneficiary Agreement Terms and Conditions: Section 1(a) Trust Agreement indicate that Mr. and Mrs. ******* ownership is intended to be perpetual creating a lifetime of vacations. Bluegreen would also advise Mr. and **************** that Bluegreen does not offer a formal buyback program. Bluegreen would also advise that Owner Confirmation Interview Section 13 indicates that Mr. and ***************** made their purchase for long-term use creating a lifetime of vacations. Mr. and ***************** initialed next to Section 13 indicating their understanding that Bluegreen does not repurchase or resell timeshare interests or assist with resale. Bluegreen makes no guarantees of providing any potential options for exiting a timeshare ownership. In addition, Owner Beneficiary Agreement Section 5: Purchasers Acknowledgments states there is no guaranteed buy-back of the timeshare. Bluegreen believes we offer a valuable vacation ownership but understands that some owners may come to an end with the Bluegreen product. While Bluegreen does not repurchase or resell timeshare interests, Bluegreen does allow owners to resell their ownership interests.Bluegreen refers owners interested in resale to our authorized third-party resale agent who can advise owners regarding resale information, but Bluegreen is not party to that conversation. Bluegreens records indicate that Mr. and ***************** shared that they previously listed their ownership for resale.

******************* third concern is regarding representations she states were made at the sales presentation. Bluegreen does not have documentation from the sales site that differs from the details contained in the contract documents. The Owner Confirmation Interview at Section 14 states that salespersons are not authorized to make oral representations, promises, or offers that modify the contract documents. Section 14 provided a space for Mr. and ***************** to write any promises or commitments that were important to their purchase decision that are not otherwise covered in writing. Mr. and ***************** completed this field by writing None, indicating no outside promises or commitments were made by Bluegreen. Furthermore, the Owner Beneficiary Agreement at Section 24 provides that Mr. and *****************, as purchasers,should not rely on any oral or written representations that are not set forth in the contract documents.

******************* next concern is regarding pressure she states they felt to purchase and the incentives provided to attend the sales presentation. Bluegreen would advise that Mr. and ***************** were not under any obligation to purchase or sign contracts and could have left our welcome center without purchasing if they felt the Bluegreen product did not suit their vacation needs. Regarding gifts provided for attending the sales presentation, these incentives are promotional offers given as a bonus for owners to enrich their vacation experience, but are not intended to create pressure.

***************** is also concerned because she states they have been unable to use their free week. With their previous Premier Gold status, Mr. and **************** received one free stay at Bluegreen resorts of up to one week during the White or Blue Travel Seasons, with no Points deducted from their account through our Free Stays in White & Blue Seasons benefit. Although **************** states they have been unable to use their free week, Bluegreens records indicate that Mr. and ***************** booked their free stay on January 7, 2022,only a few months after their upgrade purchase on October 25, 2021, which qualified them as Premier Gold owners. Our records further indicate that Mr.and ***************** chose to exchange their free week with Resort ************************** (RCI).

Additionally, ***************** states they feel they did not experience a change in treatment when they became Premier status owners. Bluegreen does believe that all Vacation **** Points are valuable; however, by upgrading to a Premier Gold ownership, Mr. and ***************** received additional benefits with their ownership. As Premier Gold owners, Mr. and ***************** could have enjoyed increased Bluegreen Rewards, Points payment of maintenance fees, extended stays, villa upgrades, discounted Bonus Time rates on Presidential units, and Direct Exchange for a lower rate. Furthermore, as Premier Gold owners, Mr. and ***************** would have had access to our Premier Wait List benefit, which allowed them to request reservations 3 months before the reservation booking window opens to the general ownership. While Premier Wait List requests are not guaranteed until confirmed, this benefit would have helped Mr. and ***************** to maximize Bluegreens availability by requesting vacations in advance. Each owner has varying reasons for purchasing additional Points. Naturally,additional Points afford an expanded ownership with more Points available to reserve options and alternatives for travel across Bluegreens resorts and through our partnerships. The most common reasons owners decide to purchase additional Points are to receive additional benefits, travel more often, and enjoy larger accommodations when vacationing. Bluegreen regrets that ***************** feels they have experienced no change in their ownership experience since upgrading to Premier ownership.

******************* final concern involves experiences with resort villas that did not meet their expectations for resort accommodations. Bluegreen aims to provide beautiful vacations and exemplary customer service for our ********************** **** owners. While special requests for accommodations are never guaranteed at Bluegreen,our resort staff and contact center agents are pleased to assist with any challenges our owners experience with reservations or accommodations. It is standard practice for our team members at resort properties to assist owners during their stays, such as by offering to repair broken items,clean areas needing attention, or move Mr. and ***************** to another resort villa accommodation if one should be available. We encourage owners and guests to call our customer service contact center about their resort service experiences, as our customer service agents can review their situation and assist with their concerns appropriately.

Bluegreens ************* ********************** team has reviewed Mr. and Mrs. ******* ownership closely, since receiving Mrs. ******* Better Business Bureau correspondence. After review, Bluegreen finds that Mr.and ***************** remain bound to the terms of the purchase agreements and promissory notes they executed for their timeshare purchases. Bluegreen will not provide the cancellation and release from further financial obligation requested for Mr. and *****************. At this time, however, Bluegreen would advise that Mr. and ******************* mortgage loans for their timeshare purchases on February 16, 2021 and October 25, 2021, charged off due to nonpayment on March 25, 2024 and April 1, 2024, respectively. Bluegreen would also advise that Mr. and ******************* contract purchased on November 27, 2020, is paid in full. Should ***************** have any further questions or concerns, we invite her to reach out to our Specialist at the direct contact information provided.

Sincerely,

***************************
******** **** Services
Bluegreen Vacations Corporation

Customer response
07/25/2024

Complaint: 21996733

I am rejecting this response because: I have not received a resolution.

Sincerely,

*********************************

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