ComplaintsforMaitland Vacation Club LLC

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear Maitland Vacation Club,I am writing to express my deep dissatisfaction with the handling of my vacation packages purchased before the pandemic. I paid $500 for six vacation packages, and was later informed that I had four years to use them due to the disruptions caused by the pandemic.Today, August 29, I was contacted by Maitland Vacation Club and informed that my packages expired last week. I was told that I could extend the expiration if I paid an additional $199 today. This is extremely frustrating, as I had previously requested a refund after learning that these trips required participants to be either over 35 years old or married. I am currently 33 years old and single, which disqualifies me from using these packages.When I last spoke with a Maitland representative, I was dismissed when I requested a refund, and the agent mentioned that these trips are sometimes donated to families. When I asked for proof of such donations, the agent ended the conversation abruptly without providing any information or assistance.I am seeking a resolution to this issue in the form of a full refund due to the deceptive practices I have encountered. While I understand that it has been some time since the purchase, I have made multiple attempts to resolve this matter with no satisfactory outcome.Please consider this my formal request for a refund and an opportunity to rectify this situation. I expect a prompt and fair response.Sincerely,******

  Business response

  08/30/2024

  The customer is good to go. We gave her a lifetime to utilize her trips. She has the new reservation department number to book her trips.

  Customer response

  08/31/2024

   
  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

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Vacation Package, I tried several times to use it and always there was something that came up that i was not disclosed when I purchased, things like not being able to travel with my kids, being asked to pay fees that were not supposed to be charged. Then when i tried to cancel, they managed to lie some more and upsell me on a Diamond status. Then when i tried to use it again, it was like paying extra for absolutely nothing. Still same experience. Bad! Now I am canceling and they dont want to return my full monies, they never booked 1 vacation for me at all and expect to be able to keep my money.Nov of 2022 paid $850 Sept of 2023 tied to cancel and was upsold $450 for Diamond status Now they are refusing to give me back the original purchase that got me in this mess.Someone was supposed to help me and yes yes yes about my original purchase and then when it came to it they totally changed on me.Even hung up on me!Rep named *****

  Business response

  11/29/2023

  We already refunded the 450 to the customer, but the charge from a year ago I will financial institution wont let us render it because services were good because it passed the timeframe for the customer to refund. Weve been working with him trying to resolve this matter, he was gonna retract the 450 charge, some happened with one our representative **** he brought up a charge from a year ago. Were willing to let him keep all the vacations and work with him, and we have many more new locations that he can choose from as well. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I previously purchased a vacation package from True Vacations and was notified by Maitland Vacation Club, LLC that the companies have merged and that Maitland Vacation Club, LLC would be handling my package. I have spoken to various employees and have been told that I need to pay resort fees that are much more than stated to me previously. I was told I could convert my package to domestic and avoid the resort fees. I reviewed the Maitland Vacation Club website and found an available domestic location that I was interested in. However, when I called to inquire about the domestic destination, I was told that the destination was no longer available. In addition, I was phoned by a person named Stephen and asked to pay additional amounts to extend my package. I informed him I was not able to look at my information as I was not at home at the time of his call. Stephen stated this was a limited time offer and I needed to make a decision. I attempted to return Stephen's call and he did not answer and did not return my call. Upon review of my documents, I confirmed that my package was valid through March 2023 by True Vacations. The representation by Stephen that my package was expiring soon was false and misleading in an attempt to obtain more money from me. I am requesting a full refund of my package price of $642.00 from Maitland Vacation Club, LLC as they have been unable to service my package and have called giving me false information to attempt to obtain additional funds from me.

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/10/19) */ We have been advised True Vacations has reactivated their LLC so we have advised************* through email that she may reach out to them regarding a refund and/or any bookings. Remember that our company has not charged her card. We gave her a free 21 months to utilize what she had as we are here to help her travel the best we can. Consumer Response /* (3000, 7, 2022/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reached out to Maitland Vacation Club prior to notifying the BBB. However, Maitland Vacation Club did not reach out to me until the BBB was involved. In addition, Maitland Vacation Club's response about extending for 21 months contradicts the call from Maitland Vacation Club requesting that I pay additional funds to extend a package that had not expired. Now, Maitland Vacation Club is stating that True Vacations is reactivated. However, I was informed previously that Maitland Vacation merged with True Vacations. Maitland Vacation Club also stated that a manager would be calling me but no manager has called me. Again, I am requesting a refund as Maitland Vacation Club has been unable to service my vacation and has attempted to collect additional funds for a package that is not expired. Business Response /* (4000, 9, 2022/10/25) */ We have tried to reach Ms******* several times about this matter there was no merger between Maitland Vacation Club and through vacations there was no money exchange through the companies we acquired her from the fulfillment department to help her with the reservation we didn't charge her card all we did was try to help her out to utilize her vacations if we would've charged her card she could've call her credit card company and disputed the charge but unfortunately our merchant didn't charge your card all we did was try to help this client out and she getting the two companies mixed up we tried to reach her several times and no answer but we will be more than happy to service her locations all she has to do is give the reservation department a call will be happy to help her like we did before even though we never charged her card all we did is try to honor her trips so she won't lose her money.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company charged my bank card over $500 without my knowledge.. I called and complained The man tried to tell me that we had a conversation and I willingly purchase this package, which is absolutely not true I've never heard of this company, I'm pretty sure I would know if I spent over $500 on a vacation package. I called the bank charged back the charge, canceled my bank card ETC. This company still calls me constantly , constantly to the point where now it is harassment still trying to sell me some kind of package and telling me I'm a customer of theirs. Every single time it's somebody different on the phone and they say their name is Steven Harris and they are the director. This is clearly some kind of scam . Every time they call I tell them I'm not interested ,you stole money from me please lose my number. After multiple calls and me telling them to leave me alone I told this guy today that he was a liar and a thief and this was a scam. He proceeded to threaten me multiple times including saying and I quote " you're going to regret this you *************, you're going to be sorry, we have all of your information". This is clearly a scam and now they are threatening me and now I am scared they are going to try to do something else to me. I don't know how they got my bank information in the 1st place and I'm worried they will do it again. Please help me and do something about this company. Thank you

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/06/29) */ Mr ***** did purchase a package from us on April 26 2022. Mr ***** had called our customer service department on May 4 2022 wanting a refund because he did not remember the purchase. Mr ***** also stated he had multiple vacation packages. Our processing department issued a full refund on May 4 2022 per Mr *****'s request. We are a company if integrity and our agents do not talk to our client or potential clients in any rude manor. We believe that it was a different company that had spoken to him in a very unprofessional manor. Again, we had already resolved this matter on May 4 2022. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is all lies , they are trying to cover themselves for scamming people. And it most certainly was not a different company that called me once , again another lie. I have phone records to prove it. They STOLE my money and continue harassing me still to this day Business Response /* (4000, 10, 2022/07/01) */ As we had stated we have refunded Mr ***** the money he had spent on his package. The refund was issued on May 5, 2022. It is our goal to provide a 100% satisfaction guarantee experience for all of our clients. We had also mailed Mr ***** a package with a brochure and literature about his package on April 27 2022. I'm sure a scam company would not have mailed you a brochure and literature. We have tried to contact you about this complaint, but be assured that we will no longer be contacted by our company.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by Maitland by phone & email, stating they were a fulfillment company who acquired True Vacations. They offered to extend my package for a couple hundred dollars. I didn't want to pay more money, as I already spent $535 with True Vacation. They eventually agreed to extend my trip at no additional cost. I received an email and brochure stating they would charge $199pp resort fee for extending my trip. But it was already extended by True Vacations until June 13, 2022. I was not told about the $199pp resort fee (way more than the nominal resort fee that I was quoted by True Vacations) when I spoke with a Maitland rep over the phone. I emailed and asked to speak with a supervisor and was told to disregard the package if I wasn't interested in paying the $199pp fee for an extension, but True Vacations already extended it to 6/13/22. I sent them the paperwork as evidence. Why pay for something I was already promised, in writing, for free? Refund of $535 or honor orig. package

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/14) */ We have spoken with Mrs.********** and have a satisfactory outcome with her package. She is good to go and we look forward to traveling her for years to come.

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