ComplaintsforLegacy vacation resort

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented two different suites from the legacy resort in ********* ******* on December 29. With the request for the two suites to be close together, at least in the same building. Keeping in mind that we had an 82-year-old so we need a walk-in shower. Preferably the bottom floor because we had children. And I would preferred adjoining rooms. When we got to the facility The suites were in two different buildings. The shower was a tub made into a shower tub. And the 82 year old good not climb the stairs into the tub climb the stairs out of the tub safely. I brought this information to the front desk and asked to be moved to a different rooms. The rooms were dirty. The fold out couches were dirty , the linens on them were dirty. I had to ask three times to get clean linens just to make the bedrooms so that we could sleep in them. The shower tubs had hairs in them from previous renters. The curtains wouldnt close all the way.And because nothing was done. I checked with not one employee, but two employees about checking out the next day and finding a place to go that would better suit my needs. One of which was a manager on duty a female with blonde hair. I asked to speak to the manager three different times. His name is ******. And ****** never called me. I gave him my cell phone number and our room numbers. And I just got a bill from my **** for the resort. Theyre charging me the whole price as if I was there at for the whole week. When I was only there for one night. The blonde manager told me each night would be 170 somebody dollars per suite. Plus the resort fees which I completely understood.I tried to talk to the company and ** getting the runaround. I am waiting now for a regional manager ************************* to call me back.

  Customer response

  02/10/2024

  My receipt shirt clearly shows a roll in shower was on the agreement

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I entered into a timeshare transaction with Legacy Vacation Resorts and Paid the Account balance in full in Sept 2018! Ever since I have paid my HOA faithfully without missing a payment!Currenly, I have a credit balance of ($2,385.58), due to bi-weekly deductions that I have allowed to accumulate without thought. And to this date, the amount accumulated is in excess of the next two HOA payments that would be due for **** and ****(which are not currently due).I have run into a hardship, and sought the Legacy Vacation Resorts HOA to return my OVERPAYMENTS, as 2023 is PAID IN FULL, and **** & **** are not due at this time!To my SHOCK and utter disbelief, Legacy Vacation Resorts HOA REFUSES TO REFUND MY OVERPAYMENT! it is my money and I never expected that this company would ROB ME as to be so desperate to WITHHOLD money THAT DOES NOT BELONG TO THEM!I then requested to end my membership, and return my funds, for which I was still told that they would keep my OVERPAYMENT into the HOA!!!I have been in communication with Legacy Vacation Resorts about this issue since August 2023, and my request has gone as far as ******************** (as I was told by a person representing HOA management)! The company has predatory business practices that take advantage of honest people! HAD I KNOWN THIS BEFORE BUYING IN, I WOULD NEVER HAVE DONE SO! I DONOT RECOMMEND ANY ONE BUY IN TO THIS PROPERTY! They are VERY LIMITED on vacation locations outside of *******, and the ONLY value is transferring your annual points into RCI, FOR WHICH THERE IS A FEE, AND ADDITIONAL FEES FOR USING RCI!!! THIS COMPANY IS A RIPOFF!!!

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My name is ******** *******. I was a guest at Legacy Vacation Resort from March 26, 2023 - April 2, 2023. I received a free week long stay via certificate with Endless Vacation Rentals/ RCI. Upon check in I was informed of all the amenities, rules, and how much of a deposit would be required from me for incidentals. I gave permission for my card to be charged $100 as a deposit for my stay. On April 1st I received a text saying that I could choose express check out and check out via text the following day. So, on April 2nd when it came time to check out I sent a quick text and received confirmation that all was taken care of. At this point my security deposit had been released as promised and all was good. Approximately an hour later I received an email with my final check out receipt with some resort charges totaling $83.93, a credit for $83.93 and a $0 guest balance. Now, up until this point there had been no mention to me from Legacy about resort fees. So I assumed that because I had received this free week stay, that the charges and subsequent credit was all part of the arrangement for the free stay. On Monday April 3rd, the day after I checked out, I was surprised to find a charge for the resort fees on my card. At no point during my stay was I told I would be responsible for those fees, nor did I consent that my card be charged for those fees. Upon speaking on the phone to Tiffany and Veronica from the front desk, I was informed that all guests are responsible for these fees and that my confirmation email would have mentioned them. I let them know that my confirmation email only made a quick reference to the possibility of multiple fees including resort, cleaning, additional taxes, etc, but it never exclusively said that I would be responsible for them. Veronica then informed me that this is all explained to guests upon check out and would usually come out of the security deposit. I again let her know that I was not informed, that my text back just said I was good to go. That is when Veronica told me that express check out doesn't have that conversation with guests, only when checking out in the front desk. At this point there is nothing Veronica can do and she refers me to Claude the Manager. It took me a couple days to get a hold of Claude but when I did I just heard more of the same. After explaining to him the whole situation he said he was sorry and that he would use it as a training moment to speak with the front desk staff and make sure guests are better informed and that he would find out why the resort fees did not come out of my deposit but rather a separate charge and he would get back to me. I waited a couple more days and then I called to speak to Claude again. This time around his demeanor was quite stern. He again told me I was responsible for the fees like everyone else and that because they were not able to get my permission to deduct the fees from my deposit, due to the express check out, that is why it was a separate charge. At this point I informed Claude that Legacy never received permission from me to charge my card at any point and again I was never made aware of these charges. Furthermore, I have a receipt that says I left with a zero balance, a receipt that makes no mention of a payment for these charges from my card. I requested a full refund of the charges. After much back and forth, Claude offered to refund half the charges. I refused to settle for half since I never gave permission for the charge in the first place. This felt like an exasperated attempt to finish the conversation. Quite frankly, I was very offended by his condescending tone and phrases like, "if that's what you believe" or "well, that's your theory." At the end of the day the facts stand as this, I was not informed I was responsible for the resort fees, at no point during the check in or check out process was I told about the resort fees, at no point did I give consent to have my card charged for these resort fees. Given these facts, the charge was an unauthorized charge and requires an immediate full refund in the amount of $83.93. I would appreciate that this matter be taken care of asap.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Horrible experience. Was lied to at the beginning. Suppose to have a 2 bd ed suite was lied to. Then offered hotel style had bugs. Then went back paid 59.99 upgrade fee and then got 1 room with couch. Then air conditioner didn't work. Went back . And was told maintaince would come. Well that was 2 hours. Then maple said no charge at all for you. Then when checked out the next day. Phillip apologize and I can give me a 2 bed suite now and I said no. He also said I would not be charged at all. And next time 4 free stays Well then while waiting on maintenance. Went to bar bartender refuses to make my drink over or a refund so I also want my 16.04 back. And your security guard guy. Tried to sell me marijuana. Worst place ever. Please refund59.99 plus 16.04 thanks *****

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  from Dec 4, 2021- Dec 11, 2021, i stayed at legacy resorts. on my 4th day at this resort I realized they had bed bugs in the suite. I then contacted the front desk who sent over 2 employees to look. an African American man and a Hispanic women came into my suite to check, and they FOUND bed bugs. i have video of them coming into the suite checking and confirming that they were bed bugs. i have been contacting the company for over a month to get some type of compensation. for a month they have gave me the run around telling me that a manager would call me back which they never did. then I was told to contact ******* who I booked with. when i contacted them, the hotel then told ******* that I never made a complaint. which was not true. i have email proof of my complaint to Donna M****. When calling back to the hotel on January 11,2022 I spoke with the manager Jennifer S******* who was very rude and hung up on me. my nephew has bed bug bites and has to see a doctor when we got home which i also have proof of. this business is running poorly and very unprofessional. I am the customer who had bed bugs in my suite why am i being treated like I did something wrong?

• Initial Complaint

  10/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  We are being harassed with phone calls and mail from Legacy Vacation Club in Kissimee, FL - since at least April of 2020. They appear to also be part of Legacy Resorts in Las Vegas. They had done a soft credit check on both myself and wife in January 2020, prior to the start of our being harassed with mail and phone calls starting Q1 of 2020. We do NOT want to vacation using any of their properties, and we do NOT have any business with this company. When they call, weekly since at least April time frame! it goes STRAIGHT to voice mail and bypasses ringing. How is this even possible except with shady, shyster phone software meant to harass people conveniently? A Sonia (and recently a Herma) leaves a voicemail message to my phone every week, typically on Thursday, and requests that we call back to 800-588-2680, x53403. We do NOT want to talk with shysters. After trying to unsuccessfully block the originating phone # 407-997-3000, it appears that there is a larger network of numbers being used to originate these automated weekly calls and blocking this main number does not work. We have recently reported Legacy Resort to our local phone service and to the DONOTCALL registry, of which we have been registered with for several years. We are looking into reporting them next to both AT&T network and the FL and NV Secretary's of State. Please leave us alone.

  Business response

  01/18/2022

  Business Response /* (1000, 17, 2021/11/29) */ We encourage the complainant to contact us at 407-997-3046 so that we may properly address the complainant's concerns. We will be happy to investigate. Please note that Legacy does not use "spam software" in the normal course of business to reach out to its customers. If one of our team members has tried to reach the complainant due to a business matter, we would need to speak with this individual directly for security purposes. Consumer Response /* (3000, 19, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have NO BUSINESS with this company, never did business with this company, do not want to do business with this company now or ever, have no interest in talking / contacting this company for ANY reason. Their phone software IS INDEED SPAM software as we have talked several times with our phone carrier about it going straight to voicemail, at times the call envelope refers to its being sent days / weeks prior to our actually getting it in our voicemail and oftentimes the calls are NOT LOGGED at all with our carrier. All of this is considered spam software by our carrier. We encourage Legacy Resorts to cease and desist from making any type of further contact with us. Our next complaint will be with higher authorities.

*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. ↩