Complaints

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

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  Arcadia Resorts, LLC

  311 1st St STE 2 Indian Rocks Beach, FL 33785-2566

• 

  Arcadia Resorts, LLC

  14100 Walsingham Rd STE 20 Largo, FL 33774-3228

• 

  Arcadia Resorts, LLC

  101 E Main St Sevierville, TN 37862-3555

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:04/02/2025

  Type:Sales and Advertising 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.

  On 1/26/24, we were approached by Arcadia Resorts, offering a free gift for attending a 90-minute sales presentation. We declined, but the representative insisted that attending would grant us a free vacation week (not free and expired before used). We agreed to return the next day. We made it clear we were not interested in purchasing the package as it was beyond our budget.The sales manager presented a vacation club membership described as a special COVID-related discount. We were told we would pay no more than $199$398 to book resorts, including all-inclusive options.The sales tactics escalated, the package was presented as granting us "ownership" in the vacation club, with benefits to transfer ownership, gift weeks to friends, having 12 premier weeks, and Unlimited Last Call vacations. We were promised a 3-day stay at the resort to show us how to use the membership, which never happened after inquiring many times. Now paying for this "club" for over a year, we found ourselves unable to use it as promised. When I called to deposit two vacation weeks, I was told I had only one week available. When I attempted to book a Nashville trip, I was quoted $1,204.39 for five nights, far above the promised $199$398 range. The concierge informed me that exchange fees were not disclosed during the sales pitch. I also inquired about vacation options in *********** and the ******************. I was told no all-inclusive resorts were available in ***********. For the ******************, I was quoted $5,796 for four people or over $7,000 for seven peoplefar more again .To make matters worse, I was assured Arcadia Resorts would buy back the membership. After a major financial hardship, I reached out about the buy-back option but was threatened with legal action, including the destruction of my credit and wage garnishment. Instead they renegotiated the contract with a lower interest rate and reduced payments. Undeniable, repeated misrepresentations, unfulfilled promises.

  Business Response

  Date: 04/03/2025

  Thank you for bringing this matter to our attention. We take all feedback and concerns from our customers seriously. We are currently reviewing the details of this complaint and will be reaching out to the customer directly to gather more information and work toward a resolution. We appreciate your patience as we look into this further.
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23148284
  
  I am rejecting this response because: I will not close this case until contact is made with me directly, either by phone, email, or text. There has been many times the response I received from their customer service it, "I will look into it and get back to you" no one ever gets back to me.

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

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to address Ms. ********** concerns and have been in direct communication with her to work toward a resolution. After speaking with Ms. ********* by phone, we were able to review the details of her membership together. We clarified the differences between the various vacation options available through her membership and the associated costs. We also discussed the proper point of contact for assistance moving forward, ensuring she knows our Help Desk team is here to support her. During our conversation, we acknowledged her frustrations and concerns, and we worked together to find immediate options for future travel. Ms. ********* provided destination preferences, and we are currently assisting her with a personalized search to meet her travel needs. She expressed satisfaction with the assistance offered during the call and plans to reconnect with us once she receives her new payment information. We remain committed to supporting Ms. ********* and helping her make the most of her membership.
  
  

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution, still ongoing is satisfactory to me. I would like it noted that there was still a gross negligence in providing factual information during the initial presentation and vacation "club" offer. Now I am in a contract I cannot get out of and have to deal with trying to use what I can for the money I paid or risk my credit being ruined.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:10/23/2024

  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.

  We've been trying to cancel our timeshare contract, but no one has responded consistently to our emails. It's become clear that we can't use this timeshare when we want because the places we're interested in are always booked up. We haven't used it once since we got it in November 2023.Financially, this timeshare is a burden we can't bear any more. Our main home needs renovations, and we had to buy a vehicle because ******* needed something reliable for work. We never would have gotten involved if we had known more about timeshares before we saw the presentation. It feels like a scam, and others need to know about this. We cant just be ignored, and they think were going to relent on getting a cancellation of our contract.

  Business Response

  Date: 11/06/2024

   

   

  Dear *** and Mrs. *********************** you for sharing your concerns. Arcadia sincerely apologizes for the challenges you've encountered with your membership, and we appreciate the opportunity to address your requests and clarify our efforts to support you
  Our records indicate that on August 12th, 2024, we received a cancellation request from you via email. A specially trained agent from our Help Desk team promptly responded the same day, reaching out via email to arrange a call to discuss your concerns in greater detail. Our goal is to ensure we fully understand your situation and provide the appropriate support. Our records show that you agreed to speak with the agent on September 3rd, 2024. After completing the call on September 3rd, 2024, notes in your account indicate that you requested a detailed email to be sent to you outlining the membership, and this was sent by our agent, at your request. Our records also indicate that there are at least nine emails where our Help Desk staff has responded to your concerns.
  Our records also indicate on September 10th, 2024, you replied to the agents email, reiterating your desire to cancel the membership. The Help Desk agent escalated your cancellation request to Arcadias upper management for further review. After further review, the Help Desk Manager reached out on September 25th, 2024, regarding your concerns, the terms and conditions of your loan and discussed possible financial support options to address your concerns. 
  Arcadia is committed to helping members maximize the value of their membership. Our members enjoy the booking options that include seasonal choices and the opportunity to plan both spontaneous getaways and pre-planned vacations in advance. In addition, Arcadias dedicated Help Desk team offers personalized support to assist with finding and booking accommodations, planning travel itineraries, and securing unique experiences that enhance our members' trips. Our Help Desk team is also available to answer questions and help members make the most of their membership benefits.
  Arcadia understands your concerns about financial commitment, however, per our policy and signed mutual agreement we are not able to cancel your membership with a refund. We take every request seriously and are here to explore any solutions that may assist you and make your membership more comfortable for your unique financial situation. Please dont hesitate to reach out to the Help Desk at ************** if any further support is needed.
  Thank you for your patience and understanding. Arcadia looks forward to assisting you in making the most of your membership.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22464025
  
  I am rejecting this response because:

  Let's cut to the chaseArcadia's consumer practices directly cause our issues. We were misled into signing a contract under pretenses and now face an unjust "Fell for It Tax."
  
  Our journey began on the strip in **********, where someone offered us $250 just to watch a presentation. It was made clear from the start and repeatedly emphasized that this wasn't a timeshare. With a special military discount for ******* and the lure of extra "premier weeks," it seemed like a fantastic offer. We were enticed by promises of being able to take our family anywhere for a flat rate of $398 per week.
  
  But the reality? We've found nothing available for our family's needs since signing up in November 2023. The attractive deal we were sold hasn't held up, and we haven't used the benefits even once.
  
  Financially, we're stretched thin. Our main home needs renovations, and we had to purchase a reliable vehicle for ********* commute. This is why we're contesting the idea of paying for something we were misled into and couldn't use as promised.

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

• Initial Complaint

  Date:10/16/2024

  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.

  We visited ****************, ******* almost 2 years ago now. We were approached by a gentleman for one of those travel companies and went to their sales pitch. There were so many people there who talked so highly and even some that were re-enrolling. It sounded sooo Amazing and they said that it was something we could leave for our children. They promised these Premier Weeks that could be used all over the worldno blackout dates, etc. and also the Last Call stays. They sold us that hotels all across the country would be majorly discounted and that cruises would be major savings also. We have tried for almost 2 years to book vacations, cruises and hotel stays. It is honestly the biggest scam and joke Ive ever seen. My daughter just tried once again to book a Premier Week here in the ****** and was told that there are NO PREMIER WEEKS AVAILABLE UNTIL APRIL OF 2025!! Everytime she calls them, this is what they tell her. She is very good and savvy at traveling and has run into this brick wall with them every single time. How is that even possible! No Premier Weeks, No Last Calls, No Hotel Discounts. The most we have ever saved was under $20 for a hotel. When I ask the Concierge about specific things that were told to us, they have never heard of such things. I have even tried to call My Contact that signed me up and Surprise Surprisethey do not answer my calls. It is Incredibly frustrating and embarrassing when you put your trust in people only to realize youve been taken by them. They should be ashamed of themselves. Their big push is to sell you on the Amazing quality family time that you can give your family. I would Love to sue them for my money back but Im sure thats not possible but I want to keep others from getting scammed by them.

  Business Response

  Date: 10/16/2024

  Dear ****, 

  Thank you so much for taking the time to share your review. We at Arcadia Resort sincerely regret to hear of your experience. We would be happy to speak with you in greater detail within three to five business days so that we can further assist. A member of our team will be contacting you at the phone number on file. Thank you for your patience, and we look forward to speaking with you soon!

   

  Respectfully 
  Arcadia Resorts

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22427626
  
  I am rejecting this response because: it has been 5 days since Arcadia Resorts sent a message to you all and I have yet to hear from them. Sadly, Im not surprised by this. 
  

  Thank you for your time and attention to this matter. I greatly appreciate it!
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/22/2024

   

  Good morning!

  Thank you for taking the time to reach out and share your concerns. We value all of our members and take your feedback very seriously. I sincerely apologize for the frustrations and challenges youve faced in attempting to use your Arcadia membership benefits. We appreciate the opportunity to assist you and provide further clarification on the services available to you.
  
  
  After reviewing your account, I show no records of phone calls or emails from you, or your daughter requesting assistance or help with booking vacations. A Help Desk agent tried reaching you by phone but was not successful. Our Help Desk is always happy to assist, please call at **************. We want to ensure you are fully supported in making the most of your membership.
  
  
  Premier Weeks
  Premier Weeks are one of the most valuable benefits of your Arcadia membership, and they can be used at a wide range of resorts both within the **** and internationally. These weeks are booked through Arcadia and our partner, RCI Resorts. It's important to note that when searching for available resorts to use with a Premier Week, the week must first be deposited and applied to your account to view availability. According to the *** website, over ***** resorts are currently available to book through *** within the **** using Premier Weeks. We encourage you to reach out to our Help Desk agents, who can guide you step by step through this process to ensure youre able to find and book your preferred dates and destinations.
  
  
  Last Call Stays
  Last Call vacations are an additional benefit, and these deeply discounted stays can be booked within 45 days of travel. Last Call vacations are offered at rates no higher than $450 for a 7-night stay. These options are listed on the *** website, and we would be happy to assist you in navigating these offers. Please do not hesitate to reach out to our Help Desk team if you require any help in securing a Last Call stay.
  
  
  Arcadia Concierge Service
  As part of your Arcadia membership, you also have access to Arcadia Concierges, provides discounts on hotels, cruises, car rentals, tickets, and more. If you have not already explored these offerings, we encourage you to do so, as they provide a wide range of travel options at discounted rates. The Help Desk would be more than happy to walk you through the website and help you locate the best deals available to you.
  
  
  New Member Workshop
  In addition, I would like to personally invite you and the secondary member on your account to attend a New Member Workshop. This complimentary 3-day, 2-night stay takes place at one of our Home Resorts in ******* or *********. During your stay, you will attend a 60-minute workshop with a trained *************** representative, where we will review your membership in detail and answer any questions you may have. This is a wonderful opportunity to ensure you are fully aware of all the benefits you can take advantage of as an Arcadia member. We highly recommend this workshop to all of our members.
  
  
  We strongly recommend reaching out to our Help Desk team for assistance with booking and to explore all your membership benefits in greater detail. Our agents are here to support you through every step of the process and ensure that you and your family can fully enjoy the travel experiences we offer.
  
  
  Once again, we sincerely apologize for the frustrations you have encountered. Your satisfaction is important to us, and we are committed to helping you make the most of your membership. We look forward to hearing from you soon. Please do not hesitate to contact us directly at ************** or *********************************** for further assistance.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22427626
  
  I am rejecting this response because: I wanted it to be documented that they claim weve never called in for anything. My daughter has called in to them no less than 3-4 times a year for the last couple of years. She has inquired about hotels in the USshe has inquired about cruisesshe has inquired about vacations outside the country. She has requested for a variety of vacation quotes and at one point when she called, the gentleman said they don't put together different package options and quotes..that she needed to specifically ask about a location or hotel or cruise. Not only has she made calls and requests but so have I! I have inquired about hotels, flights, rental cars, and cruises. So Im not sure what their tracking system is for people calling in but it obviously is not working correctly. I have also had my other daughter call in with no success. We were told there are no blackout dates, no limitations unlike timeshare programs but I have multiple family and friends that have bought with timeshares and never had the issues that we have. For it to be October and them to tell my daughter that there are zero openings for hotels in ******** in the area shes looking until April 2025 is extremely sad and frustrating. They also stated we can come and stay for a complimentary informational meeting but we all work and still have to get to ******* from ******** so that means either driving or flying. We will not be doing their complimentary meeting. I will be calling them as they requested but I do want this all documented.

  Again, Thank You So Much for Your Time and Consideration with this matter!
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 entered into an agreement with Arcadia on 10/10/2022 through salesperson ********* and "manager" *****. I said no, so high-pressure tactics and lies began. I was told Arcadia bought back packages due to COVID and offered one (11 premium weeks/6 yearly last-minute) at a discounted $16,500. Then no more than $399 EVER to book them. My pushback was no time to look things over before the 3-day cancellation window. Both told me the same buyback given to the previous owner was an option, followed by "You are getting such a great deal we will definitely buyback!" Next, we liked the home resort in ************ because of the waterpark. We were told we get great discounts without using weeks. Finally, I questioned if we needed that many premium weeks. We were told to save those and what wasn't used could be gifted to our children years later. I asked the verification officer **** to verify those things, mainly the buyback, and she said "Oh yes!" to all and gave the same response about how there would be no issues selling back. With that assurance, we took a chance because we currently ****** and thought it'd be nice to give those kids experiences. We tried booking a room Oct. 2023 and we were locked out. After a couple of weeks with no responses, transferred from Arcadia to *** and back many times, and no answers, the problem was **** put the wrong payment down for the yearly fee. I lost trust and asked for the buyback. I was told it was no longer an option and I was locked in (LIE 1). We tried to book the ******************* and the "discount" was about $1500 more than other sites and the waterpark cost more (LIE 2). We found out that 1 Premium week had to be used every 2 years or we'd lose it (LIE 3). We tried to book an all-inclusive resort for our anniversary and instead of $399, the cost would have been over $4k (LIE 4). There have been many more lies and I'd like a refund ASAP since I entered the contract under false pretenses.

  Business Response

  Date: 09/18/2024

  Dear Mr. ********************* you so much for taking the time to share your review. We at Arcadia Resort sincerely regret to hear of your experience. We would be happy to speak with you in greater detail within three to five business days so that we can further assist. A member of our team will be contacting you at the phone number on file. Thank you for your patience, and we look forward to speaking with you soon!

  Respectfully 

  Arcadia Resorts

   

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22298644
  
  I am rejecting this response because: We have been corresponding since Oct. of 2023 via e-mail and phone. Directly with ******* *******. Each time has been nothing but an "Oh well" response ending in an offer of something that should have been anyway. I am hoping this conversation will be something new with accountability for your company's deceitful and unethical business tactics. I continually find that I was lied to about the things that were fundamental in me signing a agreement with your company. I would not have entered into anything had everything been represented honestly. I have offered to take less than I paid total just to be done with this mistake and I'm still ignored. I want completely out with a refund (still willing to take a slight hit on my end) and nothing less. I bought air and it hasn't cost your company anything from me owning. Instead, you have had two years of interest from my payment, along with two years of fees, so this shouldn't be an unreasonable request unless your company truly has no ethics and prioritizes operating in a fraudulent manner without care for the consumer.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/27/2024

   

  Your request will be taken to upper Management for further review.  Thank you.

   

  Customer Answer

  Date: 10/17/2024

   I have been waiting yet again for a promised response from the attached case and still have not received one.

• Initial Complaint

  Date:09/04/2024

  Type:Billing 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.

  My husband and I signed up with Arcadia Resorts in Jan 2023. We felt pressured into this as the people got very defensive when we originally said no. We signed and they assured us it was a great deal. Here we are over a year later and have been unable to use this deal because the price of living has gone way up and we just cannot afford to travel. However we still make these monthly payments of $179 and yearly membership dues of $264. My husband and I have repeatedly called and spoken with several employees regarding our membership and asked that whats remaining on our contract be sold to someone else. We were told too bad you signed a contract. Yet this is how we supposedly got this great deal in the first place because someone sold their contract and we only had to pay what was left. Yet we cant do this as well? We didnt ask for a refund. We just asked for what was left to be sold to someone else and they can keep the $1800 we already paid. When they said they cant do that, we asked to lower our bill and were originally told we will work on it. August 2024 my husband spoke with an employee that was very nice and she got our monthly payment lowered to $109 a month. She sent a new contract for us to sign with the new terms. We did yet they STILL took the $179 out of our account today. When we called to inquire they said, well you didnt sign the paperwork same day (August *******) we emailed it. No where in the email (or during the phone call) does it say must be signed that day. So now they took the original amount of $179 and are still trying to take the $109 out at the end of the month as well. I have contacted an attorney to look into legal action because this is getting ridiculous! Sadly this membership has been a disaster for us and many others as I see on this website.

  Business Response

  Date: 09/05/2024

  Dear ***********************,

  
  Thank you for taking the time to share your review. We sincerely regret to hear of your disappointment. We would be happy to speak with you in greater detail within three to five business days so that we can further assist. A member of our team will be contacting you at the phone number we have on file. Thank you for your patience, and we look forward to speaking with you soon!

• Initial Complaint

  Date:09/03/2024

  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.

  My partner and I signed up for this vacation plan and it was sold to us that we were able to book amazing vacations at top of the world resorts. It all sounded great until after signing up and paying $1660 we still aren't able to book anything due to the website always being down, too slow to load and our first premier week that we bought at $1500 has taken over 3 days to load onto the system.Once it loaded, we were told we could book the stay, only to find out we have to pay $399 extra to actually book plus extra fees. Their customer service is non-existent, only pick up the phone M-F so when people are actually off and have time to book a vacation, they're not available to help you nor they care.We feel misled and scammed. We were offered these "last call" vacations at a $199-398 rate, now when they pitched the vacations to us, they showed us very beautiful places but when we browse at home looking for places to stay, we see very old outdated places that are not even worth that amount of money.We have not even booked a single vacation and it's been the most frustrating process so far. We signed up for a vacation club that was supposed to make our experiences better.This is the worst possible outcome and we want to get out of this. I would rather pay out of pocket than to deal with their mega slow website that is closed for maintenance multiple times A DAY. We can't even use it! I called them today and they denied everything, they don't want to give us a refund nor admit that their service is a scam.

  Business Response

  Date: 09/04/2024

   

  Please see below response from our Director of Member Relations and Recovery

   

  Thank you for reaching out and sharing your concerns with us. We truly regret that your experience so far has not met your expectations, and we want to assure you that your satisfaction is our top priority.
  
  
  At Arcadia Resorts, we are proud to have thousands of happy members who are enjoying luxurious vacations worldwide. Our members frequently stay at our own New Hotel Collection properties and take advantage of the *** exchange system, which includes access to ***'s Gold Crown Resorts. These resorts have met or exceeded high standards in housekeeping, maintenance, hospitality, and overall resort facilities. Recently, our members have made reservations at stunning destinations such as the **************, *******************, ******, and many more. We are confident that your membership provides you with the same opportunity to experience these beautiful resorts.
  
  
  Regarding the costs associated with your membership and our refund policy, we prioritize transparency and clearly present all related information at the time of joining. Please refer to the attached documents, where you acknowledged and agreed to all pricing and policies.
  
  
  You are correct that our Help Desk team is available Monday through Friday to assist you with any questions or concerns related to your membership. However, our booking systems, including *** and the Arcadia Concierge, are available Monday through Saturday, allowing you to make reservations and receive support even on the weekend. These phone numbers were included in the New Member Kit you received after joining.
  
  
  We understand that becoming familiar with your membership benefits is crucial, which is why we offer various resources, including a complimentary Onboarding Zoom call, the New Member Workshop, and a dedicated team of agents ready to assist you. Our records show that you spoke with one of our agents yesterday and expressed concerns about your ability to stay in quality locations. Our agent attempted to guide you through the process and provide the support you needed, but it appears you declined the assistance offered.
  
  
  We stand by the promises we made when you joined Arcadia Resorts. Your membership grants you access to all major hotel chains and over ***** resorts worldwide. When you are ready, we would be delighted to help you book your first reservation and demonstrate the value and luxury your membership offers.
  
  
  Please feel free to contact us at your convenience, and we will ensure you receive the support and guidance needed to make the most of your membership.

   

  *****************************
  Director of Member Relations & Recovery | Arcadia Resorts
  office: **************
  web: arcadiaresorts.com
  email: ***********************************
  
  
  
  

• Initial Complaint

  Date:08/02/2024

  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.

  am writing to express my concerns regarding my recent experience with Arcadia Resorts. I attended a 90-minute presentation with the promise of a $200 incentive, followed by a tour of the facility. Despite refusing multiple offers, I was pressured by a supervisor into purchasing a timeshare, based on assurances that it could be returned if I changed my mind, similar to what a previous owner had done. I later found out that this information was misleading. When I tried to cancel the timeshare after reviewing the details without pressure, I was told cancellation was not an option despite being informed otherwise prior to purchase. Additionally, the booking process has been exceedingly confusing and I have never successfully secured dates that align with my availability. Given the financial challenges my family has faced over the past year, we have been unable to travel, rendering the timeshare a significant financial burden rather than a benefit. The property has also been unavailable during the times we attempted to book. I urge Arcadia Resorts to immediately cancel my timeshare contract, as it is not serving my family's needs and was entered into based on misinformation.

  Business Response

  Date: 08/02/2024

  Thank you for your response.  We are unable to locate you within our system by your name, phone and email.  Thank you.

  Customer Answer

  Date: 08/02/2024

  Worksheet from 02/12/2021

  Business Response

  Date: 08/08/2024

  
  
  Thank you for taking the time to share your review. We sincerely regret to hear of your experience. We would be happy to speak with you in greater detail within three to five business days so that we can further assist. A member of our team will be contacting you at the phone number on file. Thank you for your patience, and we look forward to speaking with you soon!

• Initial Complaint

  Date:08/01/2024

  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.

  We went to a presentation in March 2023. We were looking for only two things. The first was every year we go to ************ with our kids ( and their family). We rent a 3 bedroom every year. Second was we wanted to go cross country and stay two or three nights at places along the way. We were assigned to talk to *** who assured as that this was definitely possible. He gave us a book and even circled all the 3 bedrooms in ************ to choose from. He also discussed the home resorts (that were only 2bedrooms) but we werent really interested as we live in ******* so we wouldnt use our days on that. In January I tried to book a resort in ************ for 9/21/24. Definitely not PEAK season but there was nothing available. I called and was told the same thing. Nothing available. We went to an orientation in February 2024 and was **** something totally different than *** told us. We were told by ******* they could only give us a two bedroom and that there were no 3 bedrooms available. We explained to ******* that thats not what we were told when we signed up for it. We told her the two reasons we wanted to buy into this program. She told us that we could not even do the 2 to 3 day stay at any one particular resort. Everything is based on weeks not days. We had requested to have our money refunded as we did pay in full $16,500 for 77 days that we arent gonna be able to use. We wrote to Arcadia in February right after our visit, and Ive been given the runaround ever since. We have been told to call this person or write this person and we still have not gotten any definite response except message from the helpdesk who said that they would help us book a three bedroom although there arent any available. We were offered the option to be put on a waitlist that is unacceptable. We do this vacation every year and the waitlist is not an option. We are requesting our money back as we were lied to. Attached is a copy of the first letter.

  Business Response

  Date: 08/01/2024

  Dear ********************,

  Thank you for taking the time to share your review.  We sincerely regret to hear of your frustration and disappointment. We would be happy to speak with you in greater detail within three to five business days so that we can further assist. A member of our team will be contacting you at the phone number on file. Thank you for your patience, and we look forward to speaking with you soon, have a wonderful day!

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22073443
  
  I am rejecting this response because:
  We were never contacted and as previous contacts with this company nothing ever happens.  No contacts, no follow up. They just hope you go away.  We have never used anything from this company including the free promotions or the welcome checks.  We even donated the wine and chocolate they tried to use to sway us.  
  

  We just want our money back as we were lied to about this membership!

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

  Business Response

  Date: 08/12/2024

  Thank you again for your response.  It is to my understanding that *************************** reached out to you and you are requesting someone in Management to give you a call.  You will receive a call from Management before end of day tomorrow.  Thank you.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22073443
  
  I am rejecting this response because: the call was someone asking what the problem was and said that someone would call me back. I never asked to speak to management. ******* claimed her supervisor would call back. That was on 8/8/24. Again the company saying something that wasnt true!!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/16/2024

  Our Director of Member Relations & Recovery  for Arcadia Resorts has attempted to reach out to this member. on 8-13-2024.  Below is response:

  I just tried to call him. No answer and unable to leave a voicemail. I will try again tomorrow. 

  Business Response

  Date: 08/20/2024

  Please see attached.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22073443
  
  I am rejecting this response because: First no one from management called us as they stated they would do. We have already been thru the help desk and to the ******************* to book our vacation.  This is how it all started.  We feel they are just giving us the runaround to hope we will just give up and never really address the problem.  There are NO available units for our stay at the end of September 2024, which is not peak season.  We have been told that on 3 different occasions that there is no availability. Now to say there are 55 resorts available and 12 with 3 bedrooms doesn't help if there is no availability.  We have been trying to book this since January, 2024.  We were originally told we were guaranteed availability with no blackout dates.  We aren't staying at a peak time so that wasn't an issue.  We were just plain our lied to.  The company isn't addressing the problem.  They always send the same response. We shouldn't be penalized because your staff gave out incorrect information.  We shouldn't be treated as a learning experience for you staff at our expense.  Getting a free week is useless if you can't use it.  Refund us our money and make this right.  We have not used any of your product even the free weeks..  You misrepresented your company and we shouldn't have to pay for it.    
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/26/2024

  Type:Product 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.

  This is false I was trick I want my down payment for this membership n cancel now I'm tired.of.******* n calling n nobody can help or nothing but arciaida membership had no problem taking money off my card but can't find my account this is a scam

  Business Response

  Date: 07/29/2024

  Thank you for your response, we are uncertain as to why you feel this is a trick as we have a great product and have provided wonderful vacations to many of our members. I show that you purchased with us 06-17-2024.  We received an email from our Help Desk that you called into cancel on 07-22-2024.  Per your request, we have cancelled your contract as of 07-26-2024.  Thank you.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22045957
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************;

  Reason why I feel this we have 5 kids and we was there for 4 hours we try to say no we felt pressure yes I finally got ahold of somebody on the 22 n the 25 I call first couple week got nothing so I finally got to right person and was told to do this so yes I do feel trick i did research we have talked to membership people and who has.lefted and seen reveiw we know that once we pay off the down payment and we got told there never no avaiablbilty like u guys say there is and it never really 398 a week we got told 100 percent satisfaction and we are not we don't wanna invest into something that is a risk we just want our refund back we provided 300 at first for down payment and than I tried to call to stop the cancelation before they took the payment of 240 out so It just don't make sense and it not fair and it wrong to keep money that yall make millions off of. We really don't wanna have to get a lawyer but we will we have 5 kids that money more important than investing into this. We kept telling them no 4 times n finally cave in we thought it was great idea the people was awesome.and nice but just what research we had we known before we signed we wouldn't have did that but when ur stuck in a room for 4 hours being talked to and convince you don't have time to do the research so thank you I appreciate the cancelation and wanna make sure no more.payment will be taken out of our credit card and I really hope.for our refund. Have a bless day. 

  Business Response

  Date: 08/01/2024

  Dear *******************,

  Thank you for taking the time to share your review.  We sincerely regret to hear of your frustration and disappointment with your experience. We would be happy to speak with you in greater detail within three to five business days so that we can further assist. A member of our team will be contacting you at the phone number on file. Thank you for your patience, and we look forward to speaking with you soon, have a wonderful day!

  Customer Answer

  Date: 08/02/2024

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

  Hi I only.accept because you guys said your gonna call but thank you so much for understanding and listening you have a great day as well 

• Initial Complaint

  Date:05/28/2024

  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 signed a contract with them for vacation services. I was on vacation at the time and did not have time to sit down and do all the math. When I got home I took the time to look over the contract and realized that everything they told me were lies. They wore me out with four hours of presentations and high pressure sales pitches. They promised I would stay in great hotels for the same price I pay for cheap hotels. It turns out that I would be paying high rates, much higher than I am used to paying. I bought the services on May 11, 2024 and asked for the cancellation of the contract on May 21, which was the last day allowed by law and their contract. I sent them a certified letter for this purpose, but living in another country, this letter may take days or weeks to arrive. I also sent the letter by email and did not get a reply. What I want is a refund and for the contract (agreement) to be rescinded.

  Business Response

  Date: 06/20/2024

  We thank you for your input.  We do show that you deposited ******* the day of purchase but are requesting ******* as for a refund.  We have refunded you a total amount of $******* as per said contract and have cancelled your contract from the Arcadia Resorts Vacation Club.  We do show the call was dropped that you called into cancel.  Thank you for your time with us.  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21762164
  
  I am rejecting this response because:

  I have not received the refund. If you sent it to the credit card I gave you in May, I had to cancel it.  

  Please send the payment to my new credit card:
  Visa *******************   expires 09/28  cv 366    *******************
  

  If you prefer, you can send the payment to my bank account:
  ******************* Torrijos     04-17-01-724975-4   savings account
  Swift code: BAGEPAPA     Bank name: Banco General

  
  Sincerely,
  
  ******************* T

  Business Response

  Date: 06/28/2024

  You will need to contact your credit card company. We have issued this refund on 6-11-2024 and the amount was settled the same day and there has been no rejection from our Merchant account regarding this refund.  I have attached a copy that has all the information you should need when you speak with your card holder.  Thank you and hope this assist.