ComplaintsforClub Exploria, LLC

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We tried to use a week at several places listed in Exploria but could never get any place we chose other than the FL resort we stayed, where we purchased this timeshare. We now have medical issues that prevent us from traveling, even driving more that 30 minutes from our home. We've contacted them NUMEROUS times to give back the timeshare to no avail. We are retired & on SS, both disabled and simply can't use it nor afford it. We've sent medical letters from our Drs. explaining these health issues but they just say they can't take it back and we need to keep paying for annual dues and purchase Expos that we'll NEVER be able to use. We don't have any family that we can give our timeshare to so we just need help to give it back to them.

  Business response

  06/24/2024

  ***************,thank you for reaching out to the Better Business Bureau with your concerns.All resorts that are part of the Club Exploria portfolio and even those through the worldwide exchange are based on availability. When making a reservation it is important to understand the Reservation Windows as they provide you with the maximum flexibility. Our ****** Services team is available to assist you with how to best utilize your vacation interest by emailing them at [email protected] we do understand that circumstances change, please be advised that Exploria Resorts does not have a buyback or resale program to purchase or accept title to any Vacation Interest. Please note however, that your account is still active, and we encourage you to contact the ***************************** at ************** to learn about payment plans that *** be available. Thank you for allowing us the opportunity to address your concerns.

  Customer response

  06/27/2024

   
  Complaint: 21845863
  
  I am rejecting this response because we can no longer travel due to both of us being disabled.  Can't fly, cruise, nor drive more than 25 miles from our home.  We have no family to ***** this timeshare.  I've sent our Drs. letters to Exploria explaining our medical issues but they just keep answering the same way.  We've tried using the timeshare sales sites they recommended and received no offers.  We were not trying to sell it, just give it away and still no offers.  We need to give this back to them and release us from obligations since it's useless to us.  I'm 67 & my husband will be 72, disabled and need to give them back this useless timeshare!
  
  Sincerely,
  
  *************************

  Business response

  06/28/2024

  ***************, thank you for providing your response to the Better Business Bureau. Please know that it is certainly disheartening to learn of your medical hardships. With much respect and empathy surrounding your expressed circumstances, we must regretfully decline your request for the termination of your Vacation Interest as Exploria Resorts does not have a buyback or resale program to purchase or accept title to any Vacation Interest. Once again, we encourage you to contact our ***************************** to learn about payment options that *** be available to you by calling **************.
  

  Customer response

  07/01/2024

   
  Complaint: 21845863
  
  I am rejecting this response because we were pressured into this purchase.  We accepted the 90 min. presentation at this Florida resort, which turned into 3 hours of high pressure sales tactics.  We tried several times to make travel arrangements using our Expos and could never get to any place we requested.  The only thing that was ever available was the same Florida resort where we purchased this timeshare.  Now we can't even travel at all.  It's just useless!
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We initially visited Exploria Resorts in 2015. We are a military family, and a fellow active duty soldier allowed my husband to use his timeshare; but we had to attend a sales presentation. At the time, we were not sure if my husbands active duty commitment would allow us to use a timeshare. We were assured by the sales manager that if it didnt work out, we could sell it back. We had no reason to question him, because he showed us an inventory of units that they had acquired from former owners.In 2019, we realized that the timeshare did not work with our military lifestyle. Our fees started at about $500 and steadily increased each year (it is now $1300); and my husbands military service commitment would not allow us to utilize it. When we called back, after several attempts, we were finally connected to a sales manager that said the buyback program, no longer existed.We are aware that we signed a contract, however, what we didnt realize is that there is a Military Lending Act that protects the rights of military service members. The ************************** encourages us to try to work with the company first, before filing a complaint with them. The contract should have never been presented to us, after we told them we were an active duty military family.For the past three years, we have adamantly asked to be released from our contract. We dont want to keep paying fees for a vacation package that continues to have increased fees and cannot be used. There are several recorded calls this year, where we are explaining our situation, and we have been passed around. Although we were initially told that we could sell it back, after spending over $20,000 for the timeshare and fees, we are asking that you just release us.*** and Serenity Coats

  Business response

  06/20/2024

  Mr. and **************, thank you for reaching out the Better Business Bureau with your concerns. Our records indicate that you are the Member Beneficiaries of 239 Biennial Exploria Points having purchased from Summer Bay Partnership on July 10, 2015. As a preliminary matter, Exploria Resorts is the successor declarant of Summer Bay Partnership. Unfortunately, as we cannot recreate the conversations that took place at the point-of-sale in 2015, review of the purchase documents you acknowledged and signed is paramount in determining the best understanding of how the product was sold. Please be advised, that a military ID was not presented at the time of purchase nor is there a mention that you were in an active-duty status. We would need to receive a copy of your orders indicating that you were reporting for active duty as of July 10, 2015, for 334 days of duty. Once that information is provided, we can further investigate your complaint. Please be advised however, that Exploria Resorts does not have buyback or resale program to purchase or accept title to any Vacation Interest.Your account is still active and as of the date of this post, your account is delinquent. Therefore, we encourage you to contact our ***************************** at ************** to learn about payment plans that *** be available. Thank you for allowing us the opportunity to address your concerns.

  Customer response

  06/20/2024

   
  Complaint: 21839584
  
  We are rejecting this response; because not only did we show our military IDs, but my husband also listed his military branch as his full time employer and his occupation as an active duty military service member to get approved for the loan. It is odd that none of those initial records show that, when he had to list it on financial documents and was thanked repeatedly by the sales representatives and other staff members for his service.
  
  The recorded calls to collect this year's HOA fees (which is the only reason our account shows delinquent) will show that my husband has repeatedly said that we want to speak directly to someone in management that can release us from this contract.  He has never been transferred to anyone, and we haven't received a call to discuss this matter further.  Instead, Exploria is now calling to try to collect this year's HOA fees, and when they hear him answer, they hang up on him.  This has been done on more than one occasion. This treatment is unacceptable by your collection department.
  
  We are expecting you to do the right thing, even if you cannot recreate the conversations.  We signed the contract under the assumption that we could sell the timeshare back, if it didn't work with our military lifestyle. The Sales and ****************** knew his active duty status, and we are a protected population. We are providing the additional documentation that you requested that shows that we were on active duty during that time for more than 334 days. We want to be released from our contract. 
  

  Business response

  06/24/2024

  Mr.and ***************, thank you for following up with the Better Business Bureau. As mentioned to you in previous correspondence, Exploria Resorts is the successor declarant of the previous developer and therefore cannot recreate the converations that took place at point of sale in 2015.  In addition, to address the active-duty status we do require a copy of your orders indicating that you were reporting for active duly as of July 10, 2015 for 334 days of duty. You can email that information to ******************************************.  While we regret any disappointment you *** have regarding your purchase in 2015, no evidence was found to support allegations of intentional and/or false misrepresentation, therefore, we must once again deny your request for cancellation of your Vacation Interest. We encourage you to contact our ***************************** to learn about payment options that *** be available as you are currently delinquent on your Club Assessment and Club Dues. They can be contacted by calling **************.

  Customer response

  06/25/2024

   
  Complaint: 21839584
  
  We are rejecting this response, because as we mentioned in our previous correspondence, we were on active duty, and we are a protected population that is supported by the **** CFPB, and FTC.  The financing documents should show the military as my husband's place of employment. 

  We have already provided you with a document via the BBB's that shows that we were on active duty as of July 10. 2015, but we will now email it to ******************************************.  We want to be released from this contract upon receipt of the military orders.
  
  Sincerely,
  
  *** And Serenity Coats

  Business response

  07/02/2024

  Thank you for reaching out to the Better Business Bureau once again. Our records indicate that a representative from Exploria Resorts is scheduled to contact you directly on Monday, July 8th to discuss your concerns. 

  Business response

  07/12/2024

  Mr. and **************, thank you for reaching out to the Better Business Bureau regarding your concerns. Our records indicate a representative from Exploria Resorts met with you to discuss the various options that are available to you. Your account remains active, and you are still responsible for your financial obligations to Exploria Resorts. As you are currently delinquent on your maintenance fees, we encourage you to contact our ***************************** at **************.Thank you for allowing us the opportunity to address this matter.

  Customer response

  07/15/2024

   
  Complaint: 21839584
  
  I am rejecting this response, because Exploria Resorts refuses to take accountability for the poor business practices with active duty military families that occurred at the time of purchase with the accounts that they inherited. In a previous response, Exploria said that there was no record that we were an active duty military family when the timeshare was purchased. We have attached our proof of service on the BBB site and emailed it to them, per their request. Although we are protected by the Military Lending Act (MLA) and should be released from the contract, they basically told us that our account is delinquent because of this year's maintenance fees, and that we need to contact their Financial Services department. They did not even mention that they reviewed the military documents that they requested.
  
  We did schedule a meeting on July 8th with Exploria Resorts to discuss this matter further. Unfortunately, we had to send a follow up email to remind them about the meeting, because they didn't call us at the designated time.  When they finally did call, my husband had to reschedule, because he had another meeting to attend.  
  
  Unfortunately, the follow up meeting was a waste of time.  I am appalled to say how disrespected my husband felt when they disregarded his active duty military status at the time of purchase; even after they asked us to email them confidential military records to confirm that he was on active duty.  They are either uninformed or have a blatant disregard for the Military Lending Act (MLA), which protects military service members when they were taken advantage of by companies like Exploria Resorts, whose contracts and excessive fees are illegal under the MLA.  They even suggested that we let our account go into default, because "eventually they would cancel the contract", without any regard to how that would negatively impact us.  
  
  Once again, we are a protected population, and we want to be released from our contract.  If Exploria Resorts is unwilling to release us, we will be involving government agencies who continue to advocate for military families.
  
  Sincerely,
  
  *** and Serenity Coats

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a contract that states I not responsible for maintenance fees. It states that 20% of my annuities is to be held in reserve for maintenance. Exploria is trying to charge me $3300 for this. It is on going since Dec of last year. Now we paid to upgrade sndbthrybisistbon me monies We are really upset. We are scheduled to check in June 28 Please. Please help us Thank you

  Business response

  06/20/2024

  ********************, thank you for contacting the Better Business Bureau with your concerns. As previously communicated through various channels, the recent annual statement you received detailed the maintenance fees owed and included information regarding the additional assessment. We acknowledge your upcoming reservation, however, if the assessment is not paid before your arrival, your reservation will be forfeited. Multiple options were provided to you; however, you have not made a selection, and non-payment of the additional assessment is not an option. Because we value your loyalty over the years, please note that we are prepared to refund the upgrade upon cancellation of your reservation in lieu of the status of your account. We encourage you to contact ****** Services directly at *****************************************,should you decide to cancel the upgrade. Thank you for allowing us the opportunity to address your concerns. 

  Customer response

  06/21/2024

   
  Complaint: 21835101
  
  I am rejecting this response because: As I previously stated through various channels, I was previously informed the fees were waived and I was not responsible as per my contract states.  Exploria is in fact aware of how my contract reads as they are in possession of all our contractual agreements.  As they are aware, I have stated this information through various channels and for whatever reason they prefer to enter a breach of contract.  This is unacceptable in every states legal system.
  
  Sincerely,
  
  ****************

  Business response

  06/24/2024

  ********************* thank you once again for contacting the Better Business Bureau. Our position on this matter has not changed. Please note that our reservation system will cancel your reservation on June 27, 2024, should payment in full or payment arrangement not be made with our ****************************** They are available by phone at ************** Monday Thursday from 8:00am to 7:00pm (EST), Fridays from 8:00am to 5:00pm (EST), and Saturdays from 8:00am to 2:00pm (EST) to make a payment. Upon cancellation of the reservation, a refund will be issued for any additional monies paid towards the reservation directly to you.Please allow ***** business days for the refund to process. Thank you once again for the opportunity to address this matter.

  Customer response

  06/24/2024

   
  Complaint: 21835101
  
  I am rejecting this response because: I paid in full including interest and late fees even though it was being contested and they did in fact say months ago we were  completely cleared of the assessment fees!  I unfortunately was threatened repeatedly now that they (Exploria) planned to cancel my reservations for this week (the 28th)  and as I already made clear we had this booked since March!  Family is flying in from Florida etc., therefore I paid it under protest however the fair resolution would be to refund my payment.

  Since the BBB looks for a fair resolution, my complete payment was a very unfair resolution since it breached my contract and included interest and late fees that under the circumstances should never have been added!  This has dragged on and even after presenting the BBB with my contract clearly stating I am not responsible for the additional assessment fees nothing was done to correct the issue.  I do not feel this was a fair resolution whatsoever.

  Sincerely,
  

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

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/24/2024 I purchased 179 Expos from Exploria Resorts total purchase price $13,342.25 with a down payment of $1,495.00. The buy into the 179 Expos was to be used for reputable hotels chains in the **. During the tour on 3/24/24 I was very clear that I would not stay at Exploria resorts due to the experience I had during the 3/21/24 - 3/25/2024 visit. I was assured by the sales agent and manager I could buy into a vacation package to use at reputable hotel chains. When I got home from my trip and reviewed the *** Directory of Affiliated Resorts provided at the end of the contract signing 3/24/24, I realized the resorts listed are properties I would not patron. I mailed a cancellation notice to Exploria Resorts on 3/29/24 requesting to cancel the contract. When I did not hear back from Exploria Resorts, I contacted them directly 5/6/2024. I spoke to two different representative, one rep who advised no record of my cancellation notice to reach out to consumer affairs for assistance, and the second rep who advised Exploria does not cancel contracts which is contrary to the documents signed 3/24/2024. I emailed Exploria consumer affairs 5/6/24 requesting to speak to someone regarding the matter of cancelling the contract. I received an email response 5/7/2024 asking for a tracking number. On 5/8/2024 I replied to Exploria advising the cancellation notice was mailed United ********************* no tracking number to provide. I asked for a manger to give me a call regarding this matter. To date no one returned my call. Exploria responded via email 5/16/2024 advising they are unable to cancel the contract I was out out "rescission" not sure what's meant by "out of rescission", they never received the cancellation notice and I would have to find a company to resale the timeshare to. I'm disputing on the grounds of mailing a cancellation notice and the company refuses to cancel the contract even after I reached out. The buy into the timeshare was misleading.

  Business response

  05/28/2024

  **************,thank you for reaching out to the Better Business Bureau with your concerns. In your complaint, you mentioned that although it was evident you had no intention of staying at Exploria Resorts, you proceeded with a purchase into Club Exploria. It's important to note that you were not obligated to make this purchase, as you fulfilled the tour requirement of the Embark program. Regarding your claim of sending a cancellation letter, we regret to inform you that despite our thorough search in various channels, including tracking systems, we were unable to locate any corresponding documentation. Consequently, as you are now outside the rescission period, we are unable to accommodate your request for a late rescission. We encourage you to contact our ************************** as they will be able to assist you with future reservations in locations that you may find desirable. They can be reached by emailing *********************************************** you for allowing us the opportunity to address your concerns.

  Customer response

  05/28/2024

   
  Complaint: 21744234
  
  I am rejecting this response because: as part of the buy in I was told I would be able to utilize reputable hotels chains in the U.S. and that is not the case based on the *** Directory of resorts. As stated in my complaint I strongly indicated during the tour meeting I would not stay at ******* based on my experience during the stay.  The sales team falsely represented the vacation buy in and company refuses to accept my cancellation notice. Again, Im requesting a cancellation due to a misleading sale.
  
  Sincerely,
  
  *************************

  Business response

  05/29/2024

  **************,thank you for reaching out the Better Business Bureau with your rebuttal. We regret that your rebuttal stemmed from your continued expressed dissatisfaction with your purchase, however Exploria Resorts does not currently have a buy back or resale program to purchase or accept title to any Vacation Interest.Therefore, your account remains active as you are well past your rescission period. As a member of Club Exploria, you have access not only to the thousands of resorts featured through RCI, but you were also automatically enrolled into Exploria Marketplace. Exploria Marketplace provides you with access to resorts and hotel accommodations around the world. Not only does it offer you the opportunity to book these accommodations, it also features other travel products and services such as cruises, rental cars, flights, attraction tickets, excursions, guided tours and shopping. We encourage you once again to contact ************************** as they will be able to assist you with future reservations in locations that you may find desirable. They can be reached by emailing *********************************************** you for allowing us the opportunity to address your concerns.

  Customer response

  05/29/2024

   
  Complaint: 21744234
  
  I am rejecting this response because: As indicated to my original complaint; I mailed a cancellation notice to Exploria Resort 3/29/2024 advising to cancel the contract based on a misleading sale. During the sales tour I mentioned to both the sale rep and sales manager who was brought into the tour meeting to hear the concerns I voiced about Exploria Resort Orlando. The sale manager advise I would not have to stay at Exploria and I could buy into  a vacation package that I would be able to use at reputable hotel chains.  Based on my dissatisfaction with Exploria the sale manager gave an additional 179 EXPOS "free" perhaps this is standard operations? As part of my original complaint, I've stated when I returned home from my Orlando vacation and reviewed the *** Affiliated Directory provided at the end of the signing,  I would not patron any of the affiliated sites. Based on the information I've received as part of my package, the sale was misrepresented therefore I've requested cancelation of a misleading sale. Additionally, Exploria should hold the account from collections until this matter is resolved. Please forward my request to your VP of Operations  to address this matter further.

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the Fall of 2006, my husband and I took a trip to ************. While there we decided to listen to a seminar on timeshare. We have been to others but this one, under pressure, and many hours later we said OK. And now we are the owners of Summer Bay Resorts for 1 week of the year.We came back from the trip and my husband lost his job at an airline. This job was going to give us income and fly to take advantage of our timeshare points (never happened). Over the years, we have used our timeshare once. It was a wedding gift for our daughter.My husband became ill and we couldn't travel even if we wanted to. After my husband died, there was no way on my income only I would be able to afford the timeshare. I am not healthy at my age and I am on a fixed income. I can't afford any of it. When we signed up for this timeshare back in 2006 we had good intentions, I would have never thought I would have been alone dealing with all of this.

  Business response

  06/20/2024

  ***********************,thank you for reaching out to the Better Business Bureau regarding your concerns. Please know that we appreciate your loyalty over the past 18 years.We would also like to express our deepest condolences on the loss of your husband. Our records indicate that our ***** Services Team sent you an information packet regarding the necessary documents we require from you regarding your ownership. To date, we have yet to receive this information.Please note that we have uploaded this document on the Better Business Bureau site so you can review and return the information to our ***** Services Team.As you are aware through previous correspondence, Exploria Resorts does not have a program to buy back or accept title to any vacation interest. We encourage you to complete the information required from our ***** Services Team and send it to *********************************************** you for allowing us the opportunity to address your concerns.
  

  Customer response

  06/25/2024

   
  Complaint: 21721202
  
  I am rejecting this response because: 
  
  Thank you for your response regarding my concerns. While I appreciate your acknowledgment of our long-standing relationship and your condolences for my husband's passing, I must reiterate my request to exit my timeshare with Exploria Resorts.
  
  I understand your position on not having a buyback or title acceptance program. However, I am firm in my decision to terminate my ownership and respectfully request that you proceed with the necessary steps to facilitate this process promptly.
  
  Please provide clear instructions on how I can proceed to formally exit my timeshare ownership with Exploria Resorts.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *****************************

  Business response

  06/26/2024

  ***********************, thank you for reaching out to the Better Business Bureau to present your rebuttal. We regret that this rebuttal is necessary due to your continued dissatisfaction with your Vacation Interest. In addition, we do understand that you are standing firm on your decision to terminate your vacation interest. ***********************, we must stand by our decision as well, as you are well past your rescission period.  Once again, please be advised that Exploria Resorts does not have a program to buy back or accept title to any vacation interest. Your outstanding financial obligations should be discussed directly with our ***************************** at **************.At this juncture, you may wish to reconsider transferring your Vacation Interest to a family member or friend. Or, you do have the option of selling your Vacation Interest. We encourage you and caution you to carefully review the timeshare transfer company you select by researching the entity, reading reviews and advisories regarding the entity. Thank you for allowing us the opportunity to address your concerns.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a reservation with New Smyrna Waves by Exploria Resorts for 3/15-3/19/24. I spoke with ******* to modify my reservation on 3/11 to check in on 3/16 instead of 3/15. I called Exploria Rental Reservations which confirmed my reservation was modified within 72 hours of original arrival date. My husband ***** checked into Exploria on 3/16 even though he was not listed on the reservation. I arrived later that day and noted that we were charged for all four day in the amount of $ ******. The receipt dated 3/16 shows a final amount and does not reflect a detailed account. I called the office regarding the discrepancy. I spoke to ******* and she refused to credit me for 3/15 even though she agreed that I called and modified the reservation. ******* stated my husband checked in on 3/16 before the 4pm check in time therefore that was the reason I was charged for 3/15. I explained to her he was not on my reservation and he was not told he would be charged for 3/15 checking in before 4pm. I filed a dispute with my credit card company and was informed that the charge was considered valid. I inquired how this charge could be considered valid since I was not there on 3/15. I was informed that Exploria's merchant stated I was there and produced a picture of my spouse's car and signature that we checked in on 3/15 which is a blatant lie. I called ******* to question her regarding the allegation. ******* stated she never said we checked in on 3/15 but she was not willing to put this in writing. I finally received a detailed Exploria invoice receipt on 4/5 which details our aforementioned reservation. On the receipt, there are three valid dates 3/16, 3/17 & 3/18 with reference notes that states a night audit for each night we stayed. On 3/19, a room charge of $200.88 and taxes of $25.11 was assessed with the reference 3/15.24. There is not a night audit for the date of 3/15 because we were not at the resort. I have tried many times to resolve this and have been unsuccessful.

  Business response

  05/15/2024

  *******************,thank you for reaching out to the Better Business Bureau with your concerns regarding your stay at New Smyrna Waves. As a valued and repeat guest of Exploria Resorts, we want to inform you that we will be refunding the charges incurred for the night of March 15, 2024. We kindly request your patience as this process may take up to 15 business days. Please accept our sincere apologies for your disappointment surrounding this matter. Thank you for allowing us the opportunity to address your concerns. 

  Customer response

  05/16/2024

   
  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

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date: 11-24-2015 Purchase of Timeshare at Grand ******************, ** Uploaded are Documents about this complaint.

  Business response

  05/21/2024

  ***************,thank you for reaching out to the Better Business Bureau with your concerns.Please know that it is certainly disheartening to learn of your medical hardships. We assess each complaint and situation on a case-by-case basis, taking into account the unique specifics of the situation. With much respect and empathy surrounding your expressed circumstances and in response to your desire to terminate your Vacation Interest, please be advised that Exploria Resorts does not currently have a program to purchase or accept title to any vacation interest. You may want to consider transferring your vacation interest to family member or friend, in accordance with the Companys transfer requirements. Thank you for allowing us to address this matter.

  Customer response

  05/25/2024

   
  Complaint: 21695953
  
  I am rejecting this response because: Their responce is not accurate 
  
  Sincerely,
  
  *************************

  Business response

  05/29/2024

  **************, thank you for contacting the Better Business Bureau with your rebuttal and sharing the video.Please be advised that Exploria Resorts does have *** units available at the time of booking a reservation you would need to request an *** **** from ****** Services. **************, it is crucial to note that the transaction and acceptance of the terms of the offer you mention in your rebuttal were strictly confidential and unique to the particular recipient(s) of the same. Regrettably, the individual(s) who provided you with this information has/have breached the confidentiality of the offer. Our position has not changed, your account remains active, and you are still responsible for your financial obligations to Exploria Resorts. Thank you for allowing us the opportunity to address your concerns.

  Customer response

  06/01/2024

   
  Complaint: 21695953
  
  I am rejecting this response because:
  I do not accept the response from Club Exploria. I cannot believe that Glub Exploria will not release a long-standing member, with debilitating medical conditions.If I could continue to travel, availability is difficult enough, but counting on an ADA **** is unrealistic. I left Wyndham and Diamond Resorts for these reasons. Both had a responsible exit. Despite Club Exploria allowing others a release, they commit financial elder abuse by not allowing me an exit, forcing me to default. I am in my mid-70s, diagnosed with Parkinsons and a second debilitating kidney medical condition. I am willing to pay 2025 maintenance fees and reasonable transfer fees to be released.
  
  Exploria is affiliated with the timeshare industry lobby, ARDA, who maintains a Responsible Exit website. I will forward Club Exploria's response to ARDA and the Florida Attorney General who has stated often that she cares about seniors harmed.
  .
  As far as the two owners I spoke with, exposing Exploria's secret exit, there was no breach of confidentiality. I learned of this before the owner signed documents, and a few years ago I helped *******,age 90, who had broken her jaw in three places, didn't drive, and lived in assisted living. I reached out on her behalf to Seniors vs Crime, a Special Project of the Florida Attorney General. *********************** prides herself on helping seniors. It is my hope that she will see Exploria for what they are, a predatory organization holding seniors who can no longer travel hostage.
  
  I will do everything in my power to warn the general public that no one should buy a timeshare from Exploria. ******* took back my points without a battle, and Diamond Resorts provides Transition, I have been released from both.  I posted my Club Exploria timeshare on Tug for Free and no takers
  

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

• Initial Complaint

  05/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When signing up for Explorias Embark (trial) program you purchase expo points. They provide a booklet with the destinations you could choose from. There is also the Expos Check in calendar for 3 years. From that calendar you figure out how many expo points will be required for different weeks in the year of Prime vs Value weeks. Depending on when you decide to go you could get more than one vacation out of the package. Complaint #1 is they removed 1 of the 4 destinations that I bought into and that **********, ** destination is the destination my family and I wanted to go to. This essentially means I have been ripped off by $1,495. Complaint #2 is they will not give you an up to date check-in calendar to start figuring out your dates until after you have finished paying for your trial package. That only leaves you a few months after paying off your trial package to figure out when youre going to take your vacation before the whole package expires. With only a short window to decide when you can go, you possibly wont be able to go at all. Financially being able to pull off a last minute vacation is extremely hard to do for the majority of people, especially in todays economy. Complaint #3 is the remaining 3, supposed to be resorts, you can choose from have very poor reviews. This company is a complete scam!!

  Business response

  05/15/2024

  ************, thank you for reaching out to the Better Business Bureau with your concerns. We regret that the need for our communication has stemmed from your expressed dissatisfaction. However, we welcome the opportunity to address your concerns accordingly surrounding your Embark Membership. Please be advised that you must pay the Membership Price in full at least thirty (30) days prior to making a reservation before you can travel to one of the resorts featured with the Embark Membership. Also, within your documentation that you acknowledged and signed, it states that Member agrees and accepts that Seller may modify the list of Embark Resorts from time to time in its sole discretion and any such modification shall not be deemed to be a material change to the Embark Agreement. ************, our records indicate that you are currently on a payment plan, and you have not paid the full amount due to make a reservation.You still have a financial obligation to adhere to before you can travel. In addition, you were provided with a ten (10) calendar day right to cancel your Membership however, we did not receive a cancellation request from you in writing with your intent to cancel. We encourage you to contact ************ to learn how to best utilize your Embark Membership. Thank you for allowing us the opportunity to address this matter.
  

  Customer response

  05/16/2024

   
  Complaint: 21677119
  
  I am rejecting this response because: This response still does not address any of my complaints. The only destinations still available do not include the One destination I bought this package for which was **********, **. Essentially the package is useless and I have read the reviews that are terrible for the currently remaining destinations. This is supposed to be a high end resort package and it most certainly is not. Also, I would only have two remaining payments with a very short window to travel in before the package expires. That seems like quite the scam Embark has going on! Furthermore, Im not even provided a news points schedule calendar to figure out when I could travel. I know that travel is not allowed until the last two payments of $113 are made but I havent asked to travel before then; I have simply requested an updated calendar *********** This truly is not a complicated request and the lack of providing it further backs the package is a scam! Again, I know travel would not be optional until the final two payments are made but the company should still provide a calendar for future travel. The Daytona and Orlando locations are not the level of resort Embark sells at the presentation! I have not paid over a thousand dollars to stay in an unsatisfactory, in accommodating location with my family! I currently most certainly will Not recommend anyone to use Embark or Exploria! I want my money back as ****** still finds excuses to not handle these matters for myself or others who write reviews about the company!
  
  Sincerely,
  
  ***********************

  Business response

  05/21/2024

  ************, thank you for sending in your rebuttal through the Better Business Bureau. We have uploaded the most recent calendar into your account on the ********************** along with the terms and conditions that are printed on the back cover for your review. As a reminder, your account needs to be paid in full 30 days before you can make a reservation. As you are well past your rescission period and as stated within the documents you acknowledged and signed, we must deny your request for a refund or cancellation. Thank you for allowing us an opportunity to address this matter.

  Customer response

  05/23/2024

   
  Complaint: 21677119
  
  I am rejecting this response because:

  First, the calendar still is not accessible to me; It can be emailed to ********************** Second, I would like a stay in ********** arranged since that was supposed to be a location I could stay at. The contract I went into included that destination. Exploria broke the contract with that, not me. Third, if Exploria cant fix the first two problems, I would like some form of compensation for that mistake and still need the calendar. At this point I would accept compensation in one of the following forms: A refund OR additional points And additional time to use those points. Exploria has made this mistake and should care enough about their current and potential clients enough to make this right in some way. Im not the first client to write bad reviews about Exploria and that should matter to your business. Currently, Exploria has still provided absolutely nothing to make these issues right! Again, as I stated in the initial complaint, I know I cant travel until after the package is paid in full. I have paid this contract in the timing it was written up. I have stopped the current and final payments until these matters are resolved. Please care enough to make this right. All I initially even sought was the calendar and the Tennessee destination I was supposed to have all along.
  Sincerely,
  
  ***********************

  Business response

  05/30/2024

  ************, thank you once again for reaching out to the Better Business Bureau. We will email you the calendar directly since you cannot access it from the Better Business Bureau site to the address you provided in your rebuttal. Per your signed agreement yes, it does state that ********************** is part of the Embark program however, it also states: Seller may modify the list of Embark Resorts from time to time in its sole discretion and any such modification shall not be deemed to be a material change to the Embark Agreement. According to our records you are delinquent on your payments therefore, we encourage you to contact our ***************************** to make your account current. As stated previously, you will not be able to travel until your account is current and paid in full. While we understand your dissatisfaction that Gatlinburg is no longer part of the program, you do have the option of three other destinations. Unfortunately, we are unable to fulfill your request for a refund and your account remains active. Thank you for allowing us the opportunity to address this matter.

  Customer response

  06/05/2024

   
  Complaint: 21677119
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 5/30/2024 4:53:36 PM
  I dont consider the issues resolved with Exploria; however, I dont think they care. Could you please at least post my complaints to help keep others from falling into their trap. Thank you so much. Have a blessed day!

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

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company closed ,my account and cancelled my comtract. When I called to get a letter stating they are not seeking repayment I was informed that I had to email the consumer affairs department and I would receive the letter within ***** hrs. I have not received a response let alone the letter I was told I would receive.

  Business response

  05/03/2024

  ******************, thank you for reaching out to the Better Business Bureau with your concerns. According to our records, you are presently under legal representation. As a result, all correspondence addressed to you has been forwarded to your attorneys office as per their request. If you would like to receive additional information directly from us, we kindly ask for a letter of authorization or a formal withdrawal of representation from your legal counsel. Thank you for allowing us the opportunity to address this matter.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Theres an exorbitant increase in my annual *************** that is unreasonable. Im aware these fees can increase annually, however, we were told there is a cap to the amount the dues can increase, legally. As a long time owner, since 1995, I request Exploria resorts to relinquish my ownership. I would like to surrender my timeshare and be released from this financial obligation I did not agree to. I do not want to settle. I do not want the option to set up a payment plan: a deed-back with no penalty is the solution I am hoping for.

  Customer response

  04/29/2024

  Please find copy of deed attached.

   

  Customer response

  04/29/2024

  Please find requested signed document attached. 
  

  Thank you,

  Bibi

  Business response

  05/02/2024

  **************, thank you for reaching out to the Better Business Bureau with your concerns. We would also like to thank you for your loyalty over the years. Since Exploria Resorts made the acquisition of ********************** Resort, it has continued to fund the normal operating shortfall as represented in the original sponsors offering plan. Concerning the recent assessment, the decision for it was grounded in the need to maintain and improve the resort, ensuring a high-quality experience for all owners. This assessment follows a considerable period without an increase in assessments,leading to substantial deferred maintenance and the need for significant improvements within the resort. It should also be noted that the letter enclosed with your annual maintenance fee statement provided information regarding the additional assessment.  ****************,  we encourage you to contact our HOA ************************* at ************** to learn more about the options that are available as we would like to find an amicable resolution that meets your needs. Thank you for the opportunity to address this matter.

  Customer response

  05/02/2024

   
  Complaint: 21637004
  
  I am rejecting this response because:

  I will not reach out to the department to negotiate terms which were preset in my original contract with Treetops and Fairway Villas.

  Please have someone from the legal team to pull a copy of the agreement set forth by the original timeshare company and call me to discuss my financial responsibilities.

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

  Business response

  05/06/2024

  **************, thank you for reaching out to the Better Business Bureau once again with your concerns. With respect to your request, our position on this matter has not changed and we encourage you to contact our HOA ************************* at ************** to learn more about the options that are available as we would like to find an amicable resolution that meets your needs. Once again, thank you for the opportunity to address this matter.

*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. ↩