Complaints

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:01/22/2024

  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.

  Sun Rental Connections reached out to me and stated they would advertise and sell my 6 RCI getaways which I have through my Hilton Grand Vacations membership. Not one was ever "sold" and they collected $1800 from me (for advertising) and stated I could earn $1600 x 6 after they reached out. I was told I could request a refund of my initial $1800 at any time and I would have nothing to lose for trying. When I reached out today, they claimed they placed a HOLD on our account and we can not be credited. I looked them up online - they are listed as a scam company.

  Business Response

  Date: 01/25/2024

  We understand your concerns. It was explained and is in the rental contract that the refund option was within the first 10 days of signing up. We placed the account on hold because the latest offer was not responded to. **************** did attempt to reach out but we were not able to make contact. We place the account on hold to give us more time to reach you. We informed you that we can take the account off hold and move forward with more offers. You then used vulgar language and hung up on customer service. We are doing our best to assist and please feel free to reach out for more assistance. 

• Initial Complaint

  Date:01/11/2024

  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.

  On May 17. 2023, we received a phone call from *******************, proposing an offer from Sun Rental Connections to find renters for our unused RCI get-away weeks. We were told that they (SRC) would rent out our weeks for $1800/week. The time frame was for 6 months (180 days), and the return on our "investment" was stated to be over $10,000., We received no offers until August 2, and that was after I called to inquire about what was happening. That offer was the only one we received. Also, the requested week was at a resort with no availability at the requested time. We had been verbally assured in the initial phone call that we would get our money back if no rentals were arranged, but there is nothing to that effect in the contract. This experience makes us believe that it is a scam, and we are writing this to warn others who might be approached with the same offer from Sun Rental Connections.

  Business Response

  Date: 01/15/2024

  We understand your concerns. Upon review, offers were continuously submitted in regards to the account with no response back. **************** did attempt to reach out several times but the voicemail was full and we were unable to leave a message. Please give us a call at our customer support number we provided to you.  Thank you

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21134226
  
  I am rejecting this response because:

  I absolutely have not received multiple offers! Furthermore, my voicemail has never been full! I'm not sure how I can prove this, but Sun Rental Connections is lying about that. I'm not sure how they communicated the supposed offers, but I have searched my email inbox and only have the one offer that I referenced in my original complaint.
  
  Sincerely,
  
  ******* & ***********************

  Business Response

  Date: 01/24/2024

  I understand your concerns, however checking our records it looks like we have sent out 3 offers to you. 6/12 , 8/2 and 8/4. These were all sent to the same email we have on file with your contract. If you have any other questions please reach out to us and we can assist you. 

• Initial Complaint

  Date:12/23/2023

  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.

  March 2023 $1800 Sun Rental was to provide corporate rentals for a minimum of $1800 per week ( 6 weeks ).Sun Rental continues to make excuses why no rentals have occurred.Sun Rental continues to make offers for rental weeks that never materialize.************** in lieu of account number No evidence that Sun ********************** ever advertised the availability of the rental weeks

  Business Response

  Date: 01/04/2024

  We understand your concerns. When you signed up, we did provide you with a property profile which shows the advertising of your property. We are still diligently working on the account and reviewing for additional options. We will follow up with an update. 
  
  

• Initial Complaint

  Date:12/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/9/23, I spoke with ************************* (Sun Rental Rep) who knew all about my Hilton Garden Timeshare, He stated I have 6 guest certificates that I have not used and the there was a high demand for them. The value was $2,394.00 ($399 each). He stated that the minimum I could receive per certificate was $1,800.00. He stated I would receive offers within 2 weeks of our conversation and between ***** days if they did not book anything I would receive my $1,800.00 back. He stated no booking would affect my points or my stay if I were to take a trip. On 8/9/23, I spoke with *************************** who stated that ****** was out of the office for the rest of the week. On 8/22/23, I spoke with ********************* who stated that ****** was in the field doing face to face bookings. On 12/8/23, I called ************ (****** direct line) and ************ (sun rental) and talked to ***** who stated she works at the call center (3rd party) and when all lines are busy she gets the calls but stated she could not disclose who she worked for but that someone would return my call in 2 hours (no one has called as of today). All I would like is my refund and for this company or no others to contact me again. Sun Rental needs to be shut down.

  Business Response

  Date: 12/11/2023

  We do utilize an answering service to ensure all calls are answered if customer service agents are assisting other callers. Upon review of the notes submitted from the answering service, you did call later on in the day on Friday. **************** was informed to call you today, Monday the 11th. You called the customer service number prior to them being able to call you. They did attempt to discuss the account with you, in which you responded that you were just going to go through the BBB and then hung up. A manager did reach out after that and you requested a specific supervisor and a call back as been set due to the fact she was not available. We are doing everything on our end to ensure accurate updates. As stated, the supervisor you requested will follow up to ensure your experience is better moving forward.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20985805
  
  I am rejecting this response because: Sun Rental has NOT fulfilled there contract within the ***** days. I have NOT been able to communicate with ******* I originally spoke with nor the supervisor that verified that it was a MONEY BACK GUARANTEE if they did not fulfill my contract. I did NOT hang up on no one. Matter of fact ******* that answered the phone when "I" called on 12/11 asked my name and number then put me on hold without saying NOTHING, then a female came on the line. The young lady stated "****** is out conducting bookings and **** was on another call. In my opinion they ONLY called due to this complaint, because I have not heard from them on NONE of the other days I've called previously and requested for ****** or **** to call me back. On the day I spoke with the other rep I was told I should hear from someone in 2 weeks and bookings should start rolling in (still NOTHING). If there was a HIGH demand from corporate business people needing rentals then this this deal would have been done and over. Sun Rental is playing games and now I'm gone feel that anyone that calls me can give any name how would I know. All I want is my REFUND and be done with this company. In my opinion I feel they are a SCAM! There is NO way I can't speak with the 2 ORIGINAL people that I started this with, not to mention the DIRECT number I was given from ****** himself was correct. Everyone except him has answered this line. This is FRAUD all the way around. I will continue to expose this company until my REFUND from the contract they have not full filled is returned. There time is up and if it's MONEY BACK GUARANTEE why am I having to write back and fourth just return my money. I appreciate any assistance you can give me. Trust me this has taught me a ****** to NEVER go outside of Hilton if I don't speak directly to my agency. I work for the police department and I will NOT stop until this company is stopped. I have also contacted ****** to see how my information was disclosed to the company.

   

   

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

  Business Response

  Date: 12/15/2023

  Per the agreement, ******* statutes is if you cancel in 10 days you will receive a full refund. Page 3 bullet 9 states that if another company rents your time before us, we will refund you. Page 3 bullet 8, the 180 day guarantee is not a money back guarantee, it states that any weeks remaining will be re marketed at our expense to continue for offers. The supervisor did reach out to you in regards to what options can be done on the account. You proceeded to yell and stated that you will be reviewing your contract and follow up. We are doing our best to work out a resolution. 

  Customer Answer

  Date: 12/20/2023

  On 12/12/23, I spoke with *************************** who gave me a direct line of ******************** when the voicemail comes on it says "***********". I've called this number on 12/16/23 (left voicemail, unable to enter an extension number). Also on 12/20/23 (left voicemail, unable to enter extension). I then called ************ and spoke to *************************** who stated he was a Sun Rental Rep. **** I asked for a manager I was transferred to *************** who stated she was the customer service manager. I asked why wasn't I  able to talk to ****** or **** who were the 2 who told me it was a MONEY BACK GUARANTEE and she stated ****** is a sales rep who does marketing. **** also stated that I should be receiving an offer within the next couple of days (which is what they have been saying since August. After reading the contract is says that Sun Rental has 180 days to market and upon my written request they will extend the marketing an additional 180 days at their expense. I'm NOT requesting that. I just want my $1,800.00 back. I feel that this company is a scam. I may just need to file my claim in court and request the telephone transcripts. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20985805
  
  I am rejecting this response because:

  On 12/12/23, I spoke with *************************** who gave me a direct line of ******************** when the voicemail comes on it says "***********". I've called this number on 12/16/23 (left voicemail, unable to enter an extension number). Also on 12/20/23 (left voicemail, unable to enter extension). I then called ************ and spoke to *************************** who stated he was a Sun Rental Rep. **** I asked for a manager I was transferred to *************** who stated she was the customer service manager. I asked why wasn't I  able to talk to ****** or **** who were the 2 who told me it was a MONEY BACK GUARANTEE and she stated ****** is a sales rep who does marketing. **** also stated that I should be receiving an offer within the next couple of days (which is what they have been saying since August. After reading the contract is says that Sun Rental has 180 days to market and upon my written request they will extend the marketing an additional 180 days at their expense. I'm NOT requesting that. I just want my $1,800.00 back. I feel that this company is a scam. I may just need to file my claim in court and request the telephone transcripts. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2023

  Type:Product 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.

  06/26/2023 ******* They offered something and promised a money back guarantee but that is not what I got. They guaranteed that they would have multiple rental agreements and that I could make $1600 per rental and total to be over ****. I received only 2 emails and I had to do all the work but yet they stated they did all the advertising and arrangements. This was the biggest SCAM I have ever seen.

  Business Response

  Date: 11/20/2023

  I'm sorry to hear about your recent experience with our services. I understand your concerns regarding the offers and the effort required on your part.Please know that we have provided the offers as per our agreement and discussions. We are committed to improving our processes and ensuring clearer, more effective communication of these offers to you.We value your feedback and look forward to continuing our services with a focus on meeting your expectations more effectively.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20805080
  
  I am rejecting this response because:  They promised something a guaranteed amount of money for each rental, guarnateed to make at least the amount spent on advertising.  I have received only 2 communications from this in 6 months.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/30/2023

  We understand your frustration, so after reviewing your account it shows that you started to receive your offers right at our average turnaround time which is ***** days. It shows you have received 3 offers since signing up and the account has been notated to review for offers in higher populated areas to ensure more availability. We will work on sending your offers out within our agreement time and get you out the best matching offers with your account. You can give customer service a call and we can go over your account and address any of your inquiries so we can have the best outcome for your account.
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  In May I was contacted by Sun Rental Connections about renting out my unused RCI vacation time. I was told they would rent the property out for $1800 each rental. The time frame is for 6 months, but you only have 10 days to cancel and no offers were sent until August. I have since received 3 offers, yet I noticed none of these offers were for my identified property. Also, none of the offers were accepted by the "requesting client." This is nothing but a scam. I am also going to contact my credit card to dispute this charge. These people have no plans to rent out my property.

  Business Response

  Date: 11/27/2023

  Thank you for reaching out and sharing your concerns. We take such matters seriously and have thoroughly reviewed your account in response to your email.
  Upon examination, we can confirm that the services provided align with the stipulations outlined in our contract. Our team has actively marketed your property, adhering to the agreed terms, to secure the best and most expedient rental offers for you.
  Regarding the timeframe for rentals, please refer to the specific details mentioned in your contract. We understand the importance of clarity in such matters, and the contract outlines the relevant timelines and procedures.
  We acknowledge that you have received three different rental offers from us. Please be assured that we are committed to facilitating a smooth process and are not evading any responsibilities. Our contract with you is a testament to our dedication to serve your needs diligently.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/17/23 I entered into an agreement with Sun Rental Connections to sell my rooms with RCI (6 weeks) for $1400. My return was to be $9,000. However, RCI and Hilton Grand Vacations have no knowledge of this company. I am requesting a refund.

  Business Response

  Date: 07/24/2024

  We understand your concerns. Prior to signing up, during verification we do state that you understand that we are not with your Hilton or with RCI. Upon review of the account, we are submitting offers, but each time customer service calls to provide you with an update, you disconnect the call. We are working diligently on the account and will have management and inventory review for options available on the account and follow up with an update. 

• Initial Complaint

  Date:07/27/2023

  Type:Product 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 were solicited by Sun Rental Connections in April, 2023, offering to sell our "getaway weeks" with RCI through our ****** timeshare. Similar to the most recent prior complaint, they indicated to us that we could earn as much as $10,800 for all getaway weeks, which would be marketed to companies as part of a promotional package. Our deposit was $1800, which was paid in April. Since then, I received one offer in June for a location/resorts with no availability. When I questioned the validity of this company and offer, I was advised that offers would be forthcoming. How convenient. The second offer was received two days ago for a location/resorts with no availability. Again. I am requesting a refund of our $1800 deposit as I believe this entire enterprise to be a scam.

  Business Response

  Date: 08/02/2023

  We understand the concerns. We are providing offers based on the requests and have noted for higher populated areas for more availability. We will follow up with an update. 
  
  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: ********
  
  I am rejecting this response because this is the same 'canned' email response I've received previously.  The two 'offers' we have received were for resorts/locations/timeframes that had no availability and no alternative availability. 

  I suspect that this is a method of stringing us along without producing any viable results.  

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

  Business Response

  Date: 08/22/2023

  We understand your concerns. Offers are being provided pursuant to the contract that you signed for offers. We will have inventory review for dates further out to ensure more availability and follow up with an update. 
  
  

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20382406
  
  I am rejecting this response because:  Sun Rentals continues to 'profess' that they are providing alternatives for review, but the alternatives are just smoke and mirrors.  I received an 'offer' where availability actually existed, only to be told that the client in question was experiencing staffing issues and did not move forward.  I'm not sure why Sun Rentals continues to string me along, unless it's to dupe other unsuspecting timeshare owners.  At this point, I would consider our experience a cautionary tale and advise all to just say no.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/31/2023

   Unfortunately the corporation had an issue on their end in which we were not able to use the week. We do take additional steps to ensure that we cross reference with additional events for a match. We will have the account reviewed and follow up with an update.

  Business Response

  Date: 11/20/2023

  I understand your concerns. Please be assured, guest cancellations are beyond our control. Despite this, we are committed to fulfilling the offers to our clients, including advocating on your behalf.Rest assured, we have presented other viable offers to you and yet to hear directly from you however I will continue to work diligently to meet your expectations. Thank you for your patience and understanding.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20382406
  
  At this point, you are both wasting my time.  SunRental Connections has provided no viable options and the BBB Serving Central ******* has simply relayed messages.  I am not accepting this as a resolution but no longer wish to receive updates from either entity.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/06/2023

  I'm sorry for the frustration you've experienced. Your feedback is important to us, and we're committed to finding a better solution.  

  Business Response

  Date: 12/11/2023

  I am sorry you feel this way toward both ** and the BBB, however as mention before after reviewing everything it seems we have sent offers out in a timely manner per your contract. We are sorry you didn't have the experience others are having and hope the best moving forward. 

• Initial Complaint

  Date:06/29/2023

  Type:Customer Service 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.

  June 28, 2023 Sun Rental Connections guaranteed a cashiers check by certified mail in over $8,000 in profit within 60-90 days if I rented out my “bonus weeks from RCI” and paid the fee of $2394 up front. They came across as knowing a lot about my Hilton Grand Vacations ownership and spoke like a legitimate company. After clarifying with my agent at Hilton, I do not have bonus weeks nor had they ever heard of that company or renting out third party as an option. They advised I retract the transaction immediately. Sun Rental calls often without leaving voicemails and the customer service line led me to another company called ocean rental.

  Business Response

  Date: 07/06/2023

  We understand your concerns. When we contacted you and explained the program in full. The same day you signed up, you called and wanted to cancel services. We voided the transaction and submitted you a void receipt for your reference. Your account no longer active and we wish you the best of luck! 

  Customer Answer

  Date: 07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: the company made false claims that they were selling my vacation rental when I had no vacation rental to be sold (after clarifying with my ownership agent at Hilton).  It was misleading and clearly a scam. I'm lucky to have been refunded my $2,500 but I shouldn't have fallen for it in the first place. 
  
  Sincerely,
  
  ******* *****