Complaints

This profile includes complaints for Club Exploria, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Club Exploria, LLC

  25 Town Center Blvd Ste C Clermont, FL 34714-4836

  
• 

  Pocono Mountain Villas by Exploria Resorts

  2157 River Road East Stroudsburg,, PA 18302

  
• 

  Gatlinburg Town Square

  414 Airport Road Gatlinburg, TN 37738

• 

  Mountain Meadows ( by Exploria Resorts)

  2813 Rolling Hills Dr Sevierville, TN 37863

• 

  New Smyrna Waves by Exploria Resorts

  3208 Hill St # 111 111 New Smyrna Beach, FL 32169-3554

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exploria from Florida. We own timeshare and they added a fee of $5000 for property upgrades without contacting us. We have been paying our monthly fees every month including the maintenance fee. They blocked our *** account and we cant use it to book any travels. We have also paid our *** fees on time every year.

  Business Response

  Date: 03/25/2025

  Mrs. ******* thank you for reaching out to the Better Business Bureau with your concerns. Please be advised within your November 2023 annual billing statement a letter was enclosed that explained the special assessment. The recent resort assessment was necessary to maintain and improve the resort, ensuring a high-quality experience for all our owners. This assessment follows a considerable extended period without an increase in assessments, leading to substantial deferred maintenance and the need for significant improvements within the resort. Also,within the letter, you were provided with different payment options made available for the payment. We encourage you to review the letter to gain a better understanding of the assessment. We encourage you to contact our ***************************** at ************** to learn more about options that may still be available. As far as not being able to utilize RCI, when accounts become delinquent, owners may be denied use of the accommodations and exchange privileges as outlined in annual bill statement. Thank you for allowing us to address this matter.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  I never received any letter and in nowhere in the contract we received states that you are allowed to implement a $5000 maintenance assessment fee. I have contacted that number (members services) and have been told on numerous times that this is the main complaint they are receiving from many members and its making question if a letter was really mailed out because I receive all your other bills religiously every month. I spoke to ******** and she stated that a supervisor ***** or ***** will contact me and I have NEVER received a call. As far as my account being delinquent  how is that even possible when I have made my monthly payments for both loan and maintenance fee EVERY single month with no interruption!!! Get your workers on the same page because a few have told me everyone is complaining of the same issue. Dont you record your calls?! Please bring those up and listen to them. In the meantime something has to be done ASAP to rectify this situation. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/26/2025

  ********** thank you for submitting your feedback to the Better Business Bureau.Our records indicate that one of our representatives, *****, attempted to contact you on March 17, 2025. Subsequent attempts were made by our representative, *****, on March 21, March 25, and March 26; however, these calls were not answered. These outreach efforts were made in connection with an outstanding balance on your account. We do note that you spoke with our representative *******, during which you expressed your intent to file a complaint with the Better Business Bureau. With respect to your request for prompt resolution, we encourage you to contact our ***************************** directly at **************. A representative will be able to assist you in reviewing payment options that may allow you to regain access to your Vacation Interest and exchange privileges with ***. We appreciate the opportunity to address this matter.
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  those allegations are totally false. No one has tried to contact me at all. And I spoke to a ******** because I have it written down. I need a contract highlighted where it states that you are allowed to add a $5000 assessment fee. I want it with Exploria name on it NOT from Treetop. Also where it states that you can block me from using *** when I have paid my monthly payment to you of $166 and also $110 for maintenance fees. I also pay my *** fees yearly so my account is NOT delinquent. You need to train your staff better, neither ***** nor ***** have tried to contact me EVER!! I will escalate this even more if a suitable resolution cant be reached. They called just to offer us a free weekend for members this week but not about anything else.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/31/2025

  Ms. ******* we appreciate the opportunity to readdress your concerns. After a thorough review of our records and call logs, we can confirm that our ****************** team made multiple attempts to contact you: (i) on March 21, 2025, our team attempted to reach you; (ii) After our response to you via the Better Business Bureau (BBB) on March 26, 2025, we attempted contact again with no success and no option to allow us to leave a voicemail; and (iii) On March 27, 2025, and March 29, 2025, our team spoke with the co-owner of the account, who acknowledged our outreach efforts and advised our team to contact you directly.Despite these attempts, we were unable to connect with you, as your phone does not allow for voicemail messages to be left. Additionally, in response to your request for a copy of your contract, our records confirm that a copy was emailed to you on June 3, 2024, and again on March 14, 2025, to your email address on file. We have reviewed and verified that the contact information you provided to the BBBincluding your email, phone number, and mailing addressmatches the details on your account. As ********************** is the successor declarant of the Pocono Tree Tops Resort, we want to ensure that you can discuss your account status directly with a ****************** team member. We encourage you to contact our team at your earliest convenience. Alternatively, if you would like us to call you at a specific date and time when you are available, please provide that information, as our previous attempts have been unsuccessful due to the inability to leave voicemail messages on your phone.  We look forward to assisting you and resolving your concerns. Please let us know how you would like to proceed.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  Once again that is totally incorrect. My phone does allow for voice mail to be left. So NOT sure what number you are calling and about the contract yes I got the email but nowhere in there it stated that whats being done to my account is part of the contract. So I am asking for it to be highlighted. You cant just do whatever you want whenever you want by law in needs to be part of the contract. No one has reached out to me and left me a voice mail and I dont want to speak to just any customer service **** I dont even want to speak to ***** or *****, I want to speak to someone in a higher position, because my next step is court. We have to come to a resolution because at this point they cant do anything for me. And I want to see it from an Exploria Document since Treetop no longer exists. 

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

  Business Response

  Date: 04/01/2025

  At this juncture, we encourage you to contact our ****************** team, and they will assist you in being transferred to Manager or above. Otherwise, please provide us with the complete and best number to contact you directly. As previously mentioned, we have confirmed that phone number and have made numerous attempts to call you at that number, unable to reach you nor leave a message. With respect to your contract, the copy that you have confirmed being received is the copy of the contract. We look forward to hearing from you to assist you.
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  I have yet to see where in the contract it states that this is part of the sale? I didnt sign for that. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/02/2025

  Ms. ******* We would like to confirm that, per your request, you have been in direct communication with senior personnel at Exploria regarding your concerns. As such, the matters you raised through the BBB have been acknowledged and addressed. Should you have any additional concerns or wish to formally submit further comments, please feel free to mail us at:
  
  Exploria Resorts
  *******************
  Clermont, FL 34717
  
  Please direct your follow-up inquiries to the attention of our Consumer Affairs team.
  
  The BBB may now consider this matter closed, as your initial concerns were received, reviewed, and responded to. We appreciate the opportunity to assist you.
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23068169
  
  I am rejecting this response because:

  you cant tell me when I should stop communicating through BBB. I was in communication with *** ******* but I still dont feel satisfied with the resolutions he is giving me. I think the best thing is taking this to court. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint against Summer Bay (Exploria) regarding their refusal to assist in the termination of my timeshare contract despite significant hardships that have made continued ownership impractical.When we purchased our timeshare, we were led to believe it would offer flexibility to travel to various destinations, including my home country, the ***********, and opportunities to enjoy cruises. However, the actual benefits have not aligned with these promises, making the membership largely unusable.Furthermore, our personal and financial circumstances have drastically changed. My husband is now disabled and requires extensive medical care, making travel extremely difficult, if not impossible. As I approach retirement, our financial situation is shifting, and the escalating maintenance fees have become an overwhelming burden. With our household income set to decrease, these increasing costs are simply unsustainable.Despite reaching out to Summer Bay (Exploria) multiple times, I have not received any meaningful assistance in exiting my contract. Given the hardships we are facing, I am requesting the BBBs assistance in urging the resort to allow us to terminate our timeshare contract.I appreciate your time and attention to this matter, and I look forward to your help in securing a fair resolution.

  Business Response

  Date: 03/12/2025

  Mrs. ******* thank you for reaching out to the Better Business Bureau with your concerns. Please know that we appreciate your loyalty over the past 17 years. As part of Club Exploria, you were automatically enrolled into Exploria Marketplace which provides you with access to flights, resorts, hotels, cruises, and car rentals. In addition, you have access to *** where you could exchange your vacation interest to destinations like the ***********. Our *************** team is available to provide you with assistance on the best way to utilize your vacation interest. They can be reached via email at ****************************************** We truly understand that life circumstances can change unexpectedly, and we empathize with the challenges youre currently facing. Medical issues and financial burdens can undoubtedly make managing commitments more difficult. While we recognize the difficulties youre experiencing, its important to note that entering a contract establishes obligations that both parties are expected to uphold.Canceling a contract outright is not typically an option, but we are here to help explore alternative solutions. We encourage you to reconsider options such as transferring your Vacation Interest to a family member or friend or working with a reputable third party to assist with a resale. Our ***************************** is also available to discuss payment assistance programs that may be available. They can be reached by calling **************. Thank you for allowing us the opportunity to address this matter. 

• Initial Complaint

  Date:02/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Exploria resorts membership back on November 15th, 2015. Salesperson interaction with me was very pushy. I have declined the offer several times but they still insisted on purchasing it. Salesperson did not explain the contract in detail and especially that there is no way to end the contract.The credit card was opened in my name since I was not able to pay the price in full. Overall, I have spent more than $20 000 in the last 8 years. I attempted to cancel several times since I was not able to continue paying for the annual fee and have not used the resort. However, Exploria replied back that it is not possible to end the contract. The service did not meet expectations. Whenever I was trying to make a reservation at an affiliate resort, they replied that it was already booked for that date. In summary, my experience with Exploria Resorts has been a nightmare. The promises made to me were designed to deceive and exploit unsuspecting individuals like me. I can no longer in good conscience allow my loved ones to stay at a resort that is unsafe and untrustworthy. Exploria Resorts collectively needs to step up and hold themselves accountable for their deceptive practices and provide restitution to those you have wronged.

  Business Response

  Date: 04/16/2025

  Ms.Motalava, thank you for reaching out to the Better Business Bureau with your concerns. As you are currently represented by outside counsel, we are unable to address this matter directly through this platform.  To ensure that your rights are properly safeguarded, and the matter is handled in accordance with legal protocols, it is important that all communication regarding this issue be directed through your attorney.

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Club Exploria to upgrade my contract. Once we had come to an agreement to purchased additional Expos, I was told by sales that legal informed them they could not proceed with the upgrade. I was then reached out to by legal as they wanted to gather information. I had requested prior to my last contract upgrade I might add, to not be added on their auto dialer system related to my loan and dues account. This apparently has caused them to not want to do any further business with me, simply because I do not want to be called 20xs a day by their auto dialer when you miss a payment or go more then a day late. I love my ownership and all I want is to upgrade my contract so I can continue to enjoy my ownership and vacations with my family.

  Business Response

  Date: 02/21/2025

  *********
  
  We appreciate your patience in allowing us additional time to conduct a review of your account history and provide you with a formal response. We have confirmed that a representative from Exploria Resorts has recently responded and communicated with you directly regarding your request.
  
  Should you have any additional questions, please feel free to contact us again.
  
  Thank you for sharing your concerns. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22956738
  
  I am rejecting this response because: I have yet to hear from anyone regarding my issue. Please contact me at ************.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/03/2025

  Thank you for reaching out to us in follow up to your concerns.  We have contacted the complainant directly and have worked together to reach an amicable resolution. We appreciate the opportunity to assist and address any concerns. If further support is needed, please dont hesitate to contact us directly. 

• Initial Complaint

  Date:01/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 10, 2024, Exploria Marketplace contacted me to renew my membership for three (3) years in advance for $537.00 in exchange for a Seven (7) night stay in a luxury resort in ******, ******. This transaction also included the surrendering of my accumulated Reward Credits. Exploria Marketplace is not honoring its agreement to give me the seven night stay in a *************************************. The agreement was that I would pay my membership fee in advance for three years and relinquish my accumulated Reward Credits with Exploria Marketplace and I would receive a Vacation Certificate for a seven night vacation in ******, ******. I received my Vacation Certificate, however, every time I called to redeem my Vacation Certificate I was asked to pay for the vacation. When I attempted to speak to someone concerning this matter, I was transferred from one party to another. No one I spoke to attempted to resolve the issue, but would transfer me to another party. Sometimes I would be put on hold until the connection disconnected. I have been trying to resolve this matter for several months without any satisfaction. Exploria Marketplace has been running me around in circles and I have not spoken to anyone who even attempted to resolve my problem. I would appreciate any assistance you can give to me to obtain the seven night stay in a luxury resort in ******, ******.

  Business Response

  Date: 01/14/2025

  *** *****,thank you for reaching out to the Better Business Bureau with your concerns.Kindly note that the renewal and certificate you are referencing was offered by *******, separate and independent third-party entity. Any discrepancies should be addressed directly with them. You can contact them directly at ************** or to make reservations you can call **************. However, we have forwarded your concerns to their ****************** to assist you further. 

  Customer Answer

  Date: 02/03/2025

  This complaint has not been resolved.  The reason I had not responded was because I could not get into BBB's response module.  I contacted BBB several times regarding this situation and did not get a response.  Again, this matter has not been resolved.  If there is anything further you need from me, Please advise.

  ******* *****, Complaint #********

  Cell Phone:  ************     Home:  ************       ***************************************

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a timeshare with RCI Summer Bay and after upgrading to Exploria Resorts, I was lied to, misled about fees, and stuck with a worthless contract. I havent been able to use it and want out.Exploria Resorts response to my cancellation requests is unacceptable. They refuse to take responsibility for the lies and pressure tactics used during their sales presentation. I was misled into believing this timeshare was a great deal, but its been nothing but a financial nightmare.The so-called ten-day rescission period they keep mentioning wasnt properly explained to me. I was rushed through the process and pressured into signing before I could fully understand what I was getting into. Now theyre hiding behind technicalities to avoid doing the right thing.Their claim that Im delinquent is a distraction from the real issue: they sold me something that doesnt work and isnt worth what they promised. Im not going to keep throwing money at a product thats been a disaster from day one. Suggesting I resell it is insulting, knowing how impossible it is to sell a timeshare like this.This entire experience has caused me nothing but stress and financial hardship. Explorias refusal to cancel my contract shows they care more about squeezing money out of people than treating their customers fairly. They need to stop making excuses, cancel this contract, and end this nightmare. I will not let them continue to take advantage of me.If Exploria continues to deny my request to cancel, I will escalate this matter. I am fully prepared to involve legal services and take my complaint to other consumer protection agencies. Explorias refusal to act ethically will not stop me from seeking justice. I need Exploria to know that I will NEVER make any more payments to them. They may as well just cancel the contract because they cannot keep it open forever. I will not stop fighting this until I get the resolution I deserve.

  Business Response

  Date: 01/08/2025

  *** *********,thank you for reaching out to the Better Business Bureau with your concerns.Our goal is always to ensure our owners have a clear understanding of the Club Exploria product and that they feel confident in their decision to purchase. In reference to the rescission period, our records indicate that you acknowledged and signed the Purchase Agreement which outlines this timeframe in multiple locations directly above your signature. As shared with you previously,Exploria Resorts does not currently have a buyback or resale program to purchase or accept title to any Vacation Interest. We encourage you once again to contact our ***************************** to learn more about payment options that may be available. They can be reached by calling **************.Our position has not changed, as we must respectfully decline your request for the cancellation of your Vacation Interest. Thank you for the opportunity to address your concerns.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22758319
  
  Your response is insulting and unacceptable. I was lied to, pressured, and tricked into signing this contract, and I wont stop until this mess is resolved. Your refusal to take responsibility for your companys shady practices only makes this worse. For some reason, you keep saying Exploria does not have a buyback or resale program. I DO NOT WANT EXPLORIA TO BUY IT BACK AND I DO NOT WANT TO SELL IT. I WANT IT CANCELLED. I WANT IT GONE. 
  
  Your salespeople told me things that turned out to be lies. They promised me better options and easy access to resorts like ****** and Turks & Caicos. Those places were shown to me during your sales pitch, but when I tried to book, they were impossible to find. Thats fraud.
  
  I was also promised that my home resort in Orlando would stay the same. Instead, you moved me to a rundown resort in ************ without asking me. That was not what I agreed to. This is a bait-and-switch, and you know it.
  
  Your sales presentation was supposed to be 90 minutes. It turned into over four hours of high-pressure tactics. Your team pushed me into signing by ******* me and feeding me false promises. They lied about inventory, lied about fees, and lied about transferring my *** points. I was never given the chance to fully understand what I was signing because of your manipulative tactics.
  
  You say I was informed of the terms, but I wasnt. Your team made sure of that. This wasnt an informed decisionit was a trap. On top of that, your rising fees have made it impossible to afford this, especially after the pandemic. Maintenance fees jumped from $954 in 2019 to $1,300 in 2023. Youre bleeding families dry, and you dont care. I promise I will NOT be reaching out to ****************** ever because I will not pay Exploria one single *****. Why would I give money to a bunch of thieves and liars? You've already stolen from me enough. 
  
  This isnt buyers remorse. Its me fighting against a company that lies and preys on people. ****** this contract now. If you dont, Ill keep fighting. Ill take this to every authority I can until I get justice. I will take this to court if necessary.
  
  Fix this. Now.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/14/2025

  *** *********,we understand that you remain dissatisfied with our response. After carefully reviewing your account history and past communications, it is clear that we have thoroughly addressed your concerns on multiple occasions. Regarding the sales presentation you attended six years ago, we would like to clarify that Exploria Resorts consistently provides clear and transparent disclosures in all advertising. For example, we note that a typical timeshare sales presentation lasts approximately 90 minutes. If a purchaser decides to proceed with a purchase at the conclusion of the presentation, the purchase process may take additional time. This process includes discussing pricing and purchase options,providing information on *** and other exchange programs, processing applications, obtaining credit reports, preparing contract documents, and completing the closing process with a Verification Officer. Unfortunately, the exact duration of the purchase process can vary, and we make no representations regarding how long it may take. Additionally, we would like to remind you that attendance at the sales presentation was entirely voluntary. The agreement you entered is legally binding, as evidenced by your signed acknowledgment of the terms and disclosures provided. Finally, regarding reservations at resorts and destinations outside the Exploria Resorts portfolio, we encourage you to explore exchange options that allow for reservations beyond our network.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22758319
  
  I am rejecting this response because:

  Your response does not address the core issues of my complaint and doesn't address all the deceptive practices! You know for a fact that I was lied to by your salespeople. But because a lot of it was said verbally and not in writing, you dodge accountability and point to the signed papers. Exploria should be ashamed of themselves. 
  
  You say Exploria provides clear and transparent disclosures, but my experience doesn't agree with you. Again, the sales presentation lasted far longer than the promised 90 minutesover four hoursand was filled with high-pressure tactics, misrepresentations, and false claims. This was not a voluntary or transparent process. They kept telling me I had access to high-demand destinations like ****** and Turks & ******, which were later unavailable when I tried to book. Additionally, I was lied to about the location of my home resort, which was moved to ************ without my knowledge or consent.
  
  Your claim that the purchase process duration varies does not justify the excessive time I was held in the presentation. The pressure Exploria used to get me to sign was UNACCEPTABLE. Also, while you emphasize my acknowledgment of the terms, the rushed and overwhelming manner in which the contract was presented left me without a clear understanding of my rights, including the rescission period. This tactic is deliberate and predatory.
  
  Your suggestion to explore exchange options is not relevant!. My main complaint is about the fraud and the misleading practices used to sell the timeshare, not the limitations of the exchange network. The rising maintenance fees and lack of promised value show that this agreement has caused financial and emotional harm. You are hurting me in more ways than one. 
  
  This is not just about dissatisfaction; it is a demand for justice. I am not accepting your response and I will not accept anything from Exploria until you cancel the contract. Again, I'm not going to stop and will escalate this as much as I possibly can. I will spread the word to everyone I know about how predatory Exploria is. I will go to every social media platform to complain. I will take legal action if I need to. 
  
  Cancel my contract immediately.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since purchasing the timeshare, we have not had the opportunity to use it at all. During the sales presentation, which lasted over three hours, we were led to believe that we could combine points, but we were not informed that the points would expire. This lack of information has prevented us from fully utilizing the timeshare.Additionally, we were told that the points could be used at ****** properties, but we have been unable to find any information on how to do so. This has been both misleading and disappointing. We were also unaware of the rescission period, which would have allowed us to cancel the timeshare within a specific timeframe without ************ make matters worse, we were not informed about the club fee that is combined with the maintenance fee, significantly increasing our overall costs. The sales representatives were very persistent during the signing process, pressuring us into committing to the timeshare without providing full transparency about the fees and conditions.Our financial situation has also drastically changed since the purchase. My partner, *******, had to retire due to a work injury, and for the past three years, we have been living on a single income. This has made it nearly impossible for us to continue affording the timeshare.Considering these circumstances, I am requesting the cancellation of our timeshare contract with Summer Bay Resorts. I am willing to cooperate in any way necessary to resolve this matter promptly and amicably.Thank you for your attention to this issue. I look forward to a timely response and resolution.

  Business Response

  Date: 01/06/2025

  *** ********,thank you for reaching out to the Better Business Bureau with your concerns.Our records indicate that you purchased your Vacation Interest in 2015. At that time, Summer Bay Partnership was developer, and therefore, we cannot recreate conversations that took place during your sales presentation in 2015. With your Exploria Points (EXPOs), you have access to the Club Exploria Resort Portfolio which has over 49 resorts to book reservations. In addition, through ***, the exchange company, you would have access to certain ****** ************* you must be aware, ****** properties are very popular and based on availability, therefore you would need to plan to book your reservations accordingly. At time of purchase, you were provided in writing ten (10)calendar days to review and cancel. We truly understand that life circumstances can change unexpectedly, and we empathize with the challenges youre currently facing, however, Exploria Resorts does not currently have a buy back or resale program to purchase or accept title to any Vacation Interest. Your account remains active, and you are still responsible for your financial obligations to Exploria Resorts.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22709763
  
  I am rejecting this response because:

  We were unaware of the rescission period, which would have given us the opportunity to cancel the timeshare. Had we known about it, we would have taken action to cancel immediately. Instead, we feel trapped in this situation.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/10/2025

  *** ********,thank you for your feedback regarding the rescission period. The rescission period is outlined within your Purchase Agreement in multiple locations directly above your signature in bold font pursuant to Section 721.07(6),Florida Statutes. All relevant information was communicated at the time of the execution of your purchase. We encourage you to contact our ***************************** to discuss payment options that are available. As mentioned to you previously, Exploria Resorts does not have a buy back or resale program to purchase or accept title to any Vacation Interest therefore your account remains active. Thank you once again for the opportunity to address this matter.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family has been trying to work with Exploria Resorts to give our timeshare back to them for almost 3 years and they are not willing to help us. We have paid them thousands of dollars to pay off the timeshare with nothing to show for it but regret, and financial and emotional strain. We are disappointed with the timeshare we purchased from Exploria Resorts. We only used the timeshare twice, and getting an available unit was always a challenge, despite joining *** for an additional fee as advised. The customer service experience has been incredibly frustrating. Our complaints and inquiries are continuously referred between Summer Bay Florida and RCI in an endless cycle. Adding insult to injury, the units provided when we did manage to stay were substandard and not as advertised during our initial tour. The accommodations were old, poorly equipped, and had an unpleasant musty odor, and the air conditioning malfunctioned. Due to a car accident, I am living with long-term mobility issues and constant pain. Exploria has pushed us aside like we do not matter. They have only given us roadblocks. How can they treat their members like they do not matter? We are asking for their help and all they have are excuses. We want out of this terrible nightmare!

  Business Response

  Date: 01/23/2025

  *********** thank you for reaching out to the Better Business Bureau with your concerns. Please know that we appreciate your loyalty over the past 25 years.Since your last visit, so many upgrades have been made to our resorts. We would welcome the opportunity to see you at one of our resorts so that you can experience the updates. Our *************** team is available to assist you with making reservations and you can contact them directly at ******************************************** truly understand that life circumstances can change unexpectedly, and we empathize with the challenges youre currently facing. Medical issues and financial burdens can undoubtedly make managing commitments more difficult.While we recognize the difficulties youre experiencing, its important to note that entering a contract establishes obligations that both parties are expected to uphold. Canceling a contract outright is not typically an option, but we are here to help explore alternative solutions. Rest assured Ms. ******** you do matter, and we take your comments and concerns seriously. Please note, your account remains active and you are still responsible for your financial obligations to Exploria Resorts. Thank you for allowing us the opportunity to respond to this matter.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22698480
  
   I am rejecting this response because:
  Exploria has lied to us from the beginning and I dont trust them. In the beginning we were told if we were unhappy that they would take back the timeshare. An out right lie. Among others that we were told. They also said that there were no other fees and that was a lie. I am rejecting this response because:
  As it stands I am unable to travel due to debilitating health issues. 
  Sincerely,
  
  ****** E & ******* A *******

  Business Response

  Date: 01/27/2025

  **** ********thank you for feedback. Regarding your inquiry about returning your timeshare,we want to ensure that all information related to our policies is clear and transparent. As outlined in your purchase documents, maintenance fees and other related costs are fully detailed, and we encourage you to review these terms for further clarification. **** ******** also included within the documents is reference to the ten (10) calendar day rescission period. While we understand that it has been 25 years since your purchase, unfortunately, the rescission period has long passed. We have advised you on multiple occasions that Exploria Resorts does not have any kind of take back program to accept title to any vacation interest. Our position has not changed. As such, your account remains active, and you are still responsible for the financial obligations outlined in your agreement with Exploria Resorts. 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22698480
  
  I am rejecting this response because:
  The legal documents in the contract deem the use for an attorney to decipher. 
  We were lied to verbally from the beginning about many things. Such as selling the timeshare back to you. As a decent person that I am , I take a persons word seriously. 
   It almost feels like extortion on the part of Exploria. 
   The  timeshare is fully paid off for some time now and we feel that there should be some kind of resolution on your part at Exploria to release us from this nightmare. As we have already stated, I am not in the best of health and unable to travel. We ask for human decency to release us from this. 
  Sincerely,
  
  ****** E & ******* A *******

  Business Response

  Date: 02/06/2025

  *** and ************ thank you once again for reaching out to the Better Business Bureau with your concerns. We understand that you feel misled regarding certain aspects of your agreement and as stated previously, our goal is always to provide transparent information. Regarding your agreement, this agreement is indeed legally binding, and we encourage owners to review the documents thoroughly before signing. While conversations can sometimes lead to misunderstandings, the terms outlined in the agreement ultimately govern the agreement. As we are unable to recreate your point-of-sale experience of 25 years ago, we have relied on your signed and acknowledged purchase documents for a better understanding of how the product was sold and to provide our response to this matter. Our review of how the purchase was conveyed indicates that appropriate disclosures were provided at the time of purchase, and these disclosures not only speak to your concerns but reflect your signed agreement.Our position has not changed, your account remains active, and you are still responsible for your financial obligations to Exploria Resorts.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22698480
  
  I am rejecting this response because:
  As I have stated previously. We feel that this is extortion on the part of Exploria Resorts. We do not have a mortgage or loan for your property. 
  The two times that we did use the facility they were problems and were not corrected at the time of our stay.The maintenance fees every year have been going up and up and my financial situation is not good. We were told that we were able to use the facilities every other year but yet we pay every year exorbitant taxes and maintenance fee. I am on a fixed income and I need the money that I get to buy groceries to eat and stay alive. I dont know how I will be able to pay your invoice in the future due to my income not increasing. My health is failing and we are not able to travel. I am not asking for any money in return for any monetary status whatsoever. I will take the loss of what we paid for the facility, but I implore you and I beg of you ,please release us from this contract.
  Sincerely,******* and ***** *******
  
  ****** E & ******* A *******

• Initial Complaint

  Date:11/27/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2024 I attending a local event and entered what I believed was a sweepstakes at the entrance. I was later contacted by a company claiming I won and all I needed to do was attend a 1-1.5hr presentation for Club Exploria, LLC on November 3rd, 2024.During the presentation, *****, the salesman, presented my wife and I with all the ammentities that a membership would offer. They even walked us through example bookings that we mentioned we'd be interested in. These examples involved using *****, a currency created by Exploria, to book hotels that were outside Exploria's ownership using an exchange o their Exploria Marketplace. *****, along with his sales manager, insisted that the examples were legitimate. This sold us on the product. ***** insisted we call him once we have access to our Exploria Account and he'd assist with booking our first trip.The contract included a 10 day cancelation window from the date signed or when all required documents are provided.The contract stated that the ***** would be available effective January 1st, 2025. Which wasn't an issue since ***** had said we could borrow from future allotments.However, it wasn't until November 20th, 17 days after the contract was signed, that I had received an email to access my Exploria account. Their system wasn't working appropriately which required contacting their support team to gain access, which was granted November 21st. Upon review of the account, it became clear that the value of the ***** was grossly misrepresented.I have attempted to contact ***** with no response, so I had reach out to support. Support both via email and phone stated nothing could be done due to the 10 day window passing. They also informed me it was too late in the year to borrow from my future ***** and/or exchange them on the Exploria Marketplace. None of this information was in any documents provided to my wife or I.

  Business Response

  Date: 12/13/2024

  Mr. ********
  
  Thank you for contacting the Better Business Bureau in connection with Club Exploria. We appreciate you bringing your concerns to our attention. While we have conducted a preliminary review of your concerns, we would like an opportunity to speak with you about your experience.  A representative from Club Exploria will be in contact with you within 5-7 business days. 
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Club Exploria, LLC
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22612990
  
  I am rejecting this response because: Exploria had the ** of Sales from one of their locations reach out to me on Friday, December 13th. The conversation was an overview of my complaint here, requesting information that was already presented to them in writing. They then said someone was to reach out to me by the end of this week. There has yet to be any contact from them aside from generic marketing emails for their products.

  I have presented my account of details for what had occurred through here, as well as through their support channels. Calling to have me repeat the details seemed to be done as a formality with no actual intent to assist.  On January 1st, 2025 we are expected to pay a fee that was promised to be waived until 2026. We will be required to pay that as well as another payment towards the program due on January 2nd, 2025. We will be forced to pay these otherwise we will receive a hit on our credit scores. I feel as though Club Exploria is intentionally delaying their responses to further lock us in to this program that they had pressured us into joining.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/24/2024

  Thank you once again for contacting the Better Business Bureau on behalf of Club Exploria, we are aware that you spoke with a representative from Exploria Resorts. The purpose of the call was to review your concerns, help answer any questions, and for the representative to share the concerns with the appropriate team to review and provide a resolution.Given the upcoming holiday schedule, a member from Exploria Resorts will follow up with you on or before January 2, 2025.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  Club Exploria, LLC

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22612990
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 1/12/2025 12:12:55 PM
  

  I haven't received any communication from Exploria since they claimed they were going to contact me on January 2nd.

  As today is the 10th day I was coming to reject their response and was told the complaint had been closed.

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

  Business Response

  Date: 01/30/2025

  *** *******,once again thank you for contacting the Better Business Bureau. We do understand your frustration regarding the timing of our communication with you.Could you please confirm a date and time that would work with your schedule,and we will coordinate with the appropriate representative to contact you. Once again, we apologize for the delay in our response.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22612990
  
  I am rejecting this response because:

  It has been 28 days between Club Exploria, LLC's last response and this response. Not once in those ************************************************************************************* email. I had personally tried contacting the representative who had contacted me on December 13th and haven't received a return call.
  

  I had actually just received a call from someone from Club Exploria, LLC's Ace Team. I believe her name was ****** or something along those lines. She had informed that there were 172 EXPOs added to my account to appease my displeasure. She was unaware of this complaint and the history of distrust your company had built with my wife and I do to deceptive tactics and poor communication.
  

  I am available between the hours of 7am-7pm ET Monday thru Friday, with availability on weekends. While I work during the week 8am-4:30pm, I am often afforded time to handle personal calls.

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

  Business Response

  Date: 02/03/2025

  *** *******,thank you once again for contacting the Better Business Bureau. Please know that we do understand how important clear communication and trust are, and we would like the opportunity to further review your concerns with you. We appreciate you providing your schedule and we will take a closer look at your concerns to ensure they are addressed properly. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22612990
  
  I am rejecting this response because:

  On Monday February 3rd, 2025, a representative named ****** had contacted my wife and then I. She, like Will, the ** of Sales at the Poconos Location, before her, had me reiterate all of the points that I have stated throughout the complaint process. Also, like Will, she claimed that herself or another representative will get back to me within a few days after their review. Now a week later and not a word has been exchanged.

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

  Business Response

  Date: 02/11/2025

  Mr. *******, thank you for reaching out again, and for your patience as we continue to review your concerns. Please know that we take all matters seriously and are committed to conducting a thorough and fair review.

  As part of this process, we are carefully assessing the details you have shared with us, along with any relevant documents, notes, and account history. While we understand your desire for a prompt resolution, a comprehensive review takes time to ensure that all aspects are considered appropriately. We kindly ask for your continued patience as we complete this process.
  Additionally, at this time, this matter is no longer under the purview of the Better Business Bureau, as we have demonstrated that we have been in communication with you and are actively addressing your concerns directly.

  We appreciate your understanding and will provide an update as soon as our review is complete. If you have any further questions in the meantime, please dont hesitate to reach out directly to us by emailing ********************************************************************

  Customer Answer

  Date: 02/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I initially purchased this timeshare, the selling point that it was part of *** and that I could my points at any *** facility. As a mater of fact, I opened an RCI credit card when I bought the timeshare. I get my maintenance fees drafted monthly, and have done so for many years. Now I'm unable to use points at ***, and was denied the ability to exchange my week in 2025. I can NEVER get ahold of anyone at customer service and they NEVER call me back. They made my account delinquent 2 years ago when I had an automatic draft. I assume this complaint will serve as just that, a complaint. I want to be able to use my timeshare as promised. Unfortunately, things have drastically changed for the worse.

  Business Response

  Date: 11/27/2024

  Mr. ********
  Thank you for contacting Club Exploria, LLC (the Company)in connection with your concerns surrounding your RCI Account. We appreciate the opportunity to respond to the concerns. Mr. ******** we have confirmed your election to participate in the ********** Access Benefit Program (the Membership) which included **** Points Program. The ********** Access Benefit Program is billed and due annually. We note your acknowledgement of this term and condition at the time of your enrollment. You didnt appear to fulfill the yearly obligation since 2018. Therefore, membership was cancelled in November of 2019. While we have been able to identify communications and calls made to our *************** team since, we were not able to locate any concerns regarding the *** account of ********** Access Benefit. Nonetheless, the ********** Access Benefit Program is being retired by the Company on Dec 31, 2024. We encourage you to set up an RCI Weeks membership by self-enrolling at ****************************************** *************** team is available to assist with any questions surrounding the enrollment. Should you have any information to that you would like to share with us in further reviewing your concerns, such as a letter or email, or notes from calls regarding your ********** Access, please feel free to share them with us via email to our Consumer Affairs team at ********************************************************************
  Sincerely,
  Club Exploria, LLC

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22587514
  
  I am rejecting this response because: I attempted to transfer my week for 2025 and was rejected. Club Exploria is separate from ***. If my timeshare is paid for and I am paid up with my maintenance fees, I should be able to transfer my week next year. I've been attempting to contact Exploria Resorts to no avail.  I'm told I will get a return call, after being left on hold for 15 minutes on several occasions,  and I never receive a call back. Now they are retiring Club Exploria.  That wasn't part of the promise when I purchased in 2007. What is the rationale of me not being able to transfer my week in 2025, when I started the process in September of this year? It's a shame I have to contact the BBB to get a response.  No assistance or customer service at all.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/02/2024

  Mr. ************ attempt to transfer your week for 2025 was declined because your ********** Access account was cancelled due to non-payment. Please be advised that the ********** Access add-on is being discontinued, not Club Exploria. We will arrange for a representative from our *************** team to contact you directly to review your account and help clarify the reasons surrounding the status, as well as share what features and benefits are currently still available to you. Please note that if your phone has a voicemail feature available, they will leave a voicemail with information on when they will be able to follow up with you. Thank you for contacting the Better Business Bureau with your additional concerns and allowing us the opportunity to respond. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22587514
  
  I am rejecting this response because: I am a RCI Member.  *** attempted to exchange the week in 2025 on my behalf but was rejected. The fact that Exploria is "retiring" their Club Exploria has nothing to do with promises made to owners who purchased in 2007 with the ability to exchange weeks or points with RCI.  RCI  is still in existence.  I see it as a material breach in contract. I received no notification of the change, given no alternatives, or given any explanation for the changes. Were the owners given an opportunity to vote on the termination of the program?  One of your earlier responses was for me to exchange my week. I attempted to exchange my week for next year.  Now I'll have to figure out my next steps. I paid for a timeshare that could be exchanged for thousands of properties worldwide.  That was the selling point.  Now that's been changed on a whim. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/11/2024

  Mr. ******************* you for reaching out to the Better Business Bureau with your concerns. Please be advised that Club Exploria is not being retired, the incidental benefit of ********** Access is being retired on December 31, 2024. In addition, we would like to remind you that the last payment received from you for the opportunity to utilize this benefit was in 2018, therefore, your access to this incidental benefit was cancelled. Mr. ******** within the purchase documents you acknowledged and signed, it states: The availability of the incidental benefit may or may not be renewed or extended. We encourage you once again to contact *** directly or our *************** team to assist you with all of your exchange needs.
  
  
  
  
  

  Customer Answer

  Date: 12/21/2024

  This matter is not resolved.  Exploria state they have a right to do away with Club Exploria,  which has nothing to do with my ability to exchange my week.  There is no place that states an owner must be a member of Club Exploria every year. I choose to be a member of ***. Exploria has not offered any resolution and their only  correspondence has been through BBB. I realize BBB has no binding authority other than giving ratings to the public.  I am not satisfied with Exploria response. 

  Thanks, 

  ******* Johnson