ComplaintsforInterval International, Inc.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On April 7, 2022 we converted our Star Island Week to points with Interval International. I think we were contacted from a salesman from the resort but I am not sure since he remarked that Star Island didnt have a sales force. He actually sounded like someone from Interval International. I not sure that we werent scammed by the ******* Time Share Industry. We paid $3,190.00 to Interval International for the upgrade to Points with the ability to cancel the contract within three days if you changed your mind. However it takes three weeks to determine what you were told and what really happens. Interval International had been after us to upgrade to the Gold membership since we joined the late 80s which included a feature called short stay bookings which seems to be a lot like points.The salesman informed us (or promised us) that the following things would happen to our old membership, but never did.1.Our current membership would be upgraded to a Gold Membership and our additional five years would be prioritized and added to the gold membership.2.The week we deposited in December 2021 would convert to points. 3.The week we deposited in January of 2021 might be converted to points. What did happen 1.We now have two memberships, our existing membership and we were enrolled in a Gold Membership with a free year. However with nothing converted to points we cannot use it until December 2022 when we will deposit the 2023 week from Star Island. 2.We were told that our current deposits would be transfer to the new membership which never happened.

  

  Business response

  06/24/2022

  
  Interval International spoke with ************** on June 24, 2022.  We were able to assist and offer some solutions.  As a continuation we will be working with ************** to achieve a satisfactory resolution.

  Customer response

  07/02/2022

   
  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

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complained to business about additional resort fees of 371 at ***************************. Confimation# ********* They claimed its mentioned before purchasing. Do not remember seeing it at all. But my major complaint was concerning the state of the 2 rooms and the condition of the units, Unclean furniture and bedding , no linen in rooms, dead and live insects on floor from food left by prior tenants. Toilet was not clean , washrooms were dirty and so were kitchens table and chairs as well as utensils. Televisions and internet was not working till the 2nd day. Management acts as you are bothering them when you call on problems, terrible customer service. ********************** contacted and offered me to move 30 min away to another resort and smaller and separate rooms. With an autistic child and 3 other children ment separating the kids and was yet another inconvience. Spoke with resort management and they didnt see any problems other than what they fixed. Interval called and offering me to move to another unit or let management assist. Interval totally ignored the fact that problem was not just with my units but the whole resort, there was more filth than just my units, even the linen room where tentants had to get their own towels and linen smelled bad and had flies. They never cleaned toilets as ***** stains in under rim of toilet and under seat had stains. Showers, sauna had black crud around base or inside tub. My family laid towels on the couches, chairs to sit and cover the toilets to use. Also never used the showers because of the filth. We never unpacked and basically lived out of luggage and family felt the living conditions around the entire resort were too dirty .Since we were stuck 600 plus miles from home with no other alternatives we stayed the week with precautions. Interval sold the vacation in terrible condition, so we assumed that they would rectify the issue. But instead they offered no solutions other tan moving to another units in this dirty resort.

  

  Business response

  06/14/2022

  Interval International was able to speak with **************** on Friday, June 10, 2022 and Monday, June 13, 2022 we apologized for all the issues he has reported and the inconveniences he has experienced.  While Interval offered an alternative accommodation at a different property, in to two 1-bedroom units.  The guest had to decline due to 2 adults traveling with 4 minor children, the inconvenience of having to pack, go another location farther away with longer drive time and splitting the family ** in to two separate units.  Interval also contacted the property, and the guest was informed on Friday, June 10, 2022 that someone from the property will be reaching out to him to address his concerns.  Interval International contacted the property on Friday, June 10, 2022 and Monday, June 13, 2022 regarding the guests concerns and went over all the issues reported.  On Monday, June 13, 2022, when Interval International reached out to the ****************, he informed that no contact had been made by the property and the issues remained the same, still in the same dirty unit, with insects, and things that do not work properly. As a customer service gesture ********************** issued an Accommodation Certificate # ******** valid until August 28, 2023 and will not incur a booking fee, to allow the guest to book a future family vacation.

  Customer response

  06/19/2022

   
  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,
  
  *********************

  Customer response

  09/09/2022

   
  Complaint: 17414295
  
  I am rejecting this response because:

  In June of 2022 we endured an Interval vacation in the Pocono Mountains ,which was so bad we had to rent an Airbnb in ** for a family of 6, and this was due to unacceptable and bad conditions of the resort. Fortunately a BBB complaint was filed against both the resort and Interval International for the unhabitual resort reservations for 2 suites . The resort agreed that conditions were unbearable especially for a family and offered a refund of fees paid , Interval also offered an apology and offered a free vacation to any destination and to used it before august 2023.. At that time the relationship management clearly specified ANY DESTINATION on ANY DATE for as long as we used it before August 2023. On 9/8/22 we called to schedule that free vacation to a location of our choice , which was PMK - ********* July 1-8 2023, and we were told by several representatives that we could not use that free vacation and had to either use an exchange vacation. We explained that the representative in June 2022 from relationship management clearly said there were no stipulations and we could enjoy ANY vacation. Me and my wife and the owner reiterated the terms of the free vacation several times. Now Interval does not want to honor the promise made in BBB complaint at the time. We are currently attempting to retrieve the actual BBB resolution given to ************************ to resolve the bad vacation in June , which has no mention of exchange or getaway, just mentions vacation to anywhere of our preference.

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

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Using Interval World Web site to exchange points for a hotel reservation and not only was I charged 40 points to book this reservation there was an exchange fee of $159.00. I called customer service at ********************** and told that I could not cancel. Sent email to customer service and received communication to contact customer service, still the same reason, company policy states I could not cancel or get a refund. Today, I spoke to an ****** and who was condescending and refused to let me speak to a supervisor. Finally, ****** returned and stated that she spoke to the supervisor and reservation was canceled and monies would be refunded. Points should be refunded but not a guarantee. She was so bad, that I had to threaten her, although I would do anything to her, but she made my blood boil with her refusal.The worst customer service ever.

  

  Business response

  05/03/2022

  Interval International has refunded ********************** the exchange of $159 as well as the points.  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been an Interval Gold member since the purchase of timeshare in 2017. I have been depositing my entitled week for exchanges within the Interval network and have utilized the allotted points which are available to me as indicative on Interval's webpage. Upon logging in two days ago I noticed my remaining points for 2022 were not only totally used; but it reflected I had a deficit of sixty-two hundred, thirty nine points. I attempted to clarify the issue with Interval's customer service department, however not only was I not provided a clarification, I was given three different explanations by ******, ****, and a third representative whose name I do not recall. One representative stated that by points were reduced at the request of my home resort; that was not accurate. The second representative provided little to no clarification (****), before transferring to his Supervisor ******, who after reviewing my account stated I had been in a deficit since 2020. I proceeded to inquiry if that had been the case why my account never reflected such deficit or reduction in points. ****** explained that the deficit was a result of a retrade which required the relinquishment of additional points. I am incredulous of the explanations provided as they lack consistency and my retained records show no communication of additional relinquishment of points value.

  

  Business response

  03/14/2022

  On March 14, 2022, Interval International was able to speak with Ms. ***** and apologive for the inconvenience she has experienced with our service.  We were able to address her concerns and offer some solutions.
  

  

  Business response

  03/23/2022

  
  On March 23, 2022, Interval International was able to speak with Ms. ***** and provide a resolution to her concerns.  We thank Ms. ***** for allowing the time to research her account further in order to provide her with a satisfactory outcome.  Interval added the missing points and Ms. ***** stated she will use them soon to vacation.  We were able to address her concerns and offer some solutions.   
  

  Customer response

  03/24/2022

  
  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

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 20th, 2021, I deposited my Galleria at Split Rock timeshare week from Dec. 19th to 26th, 2021 into interval international. I paid a maintenance fee of **** for that week (see charges of **** and *** attached). I paid an additional $209 exchange fee to interval international and exchanged that week for a week at The Ridge Tahoe from Dec. 19th to 26th, 2021. ***************** (see interval confirmation attached). On October 8th, 2021, ************* of Interval International, who can be reached at XXX-XXX-XXXX x8326 cancelled that exchange without my permission or request, even though my family already made plans to travel and use that week. **** informed me that since the exchange was cancelled, that week went back into their inventory and cannot be restored. I have called interval 800 number, wrote an email to **** and left a voicemail, asking to be refunded the *************** which I paid, or allow me to rebook another Xmas or New Year week, but I am being ignored.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/11/03) */ I am an attorney for Interval International, Inc. Mr. *********'s Interval membership was canceled and he was issued a refund of the $209 exchange fee due to his violation of Interval's Terms and Conditions of Membership and Exchange. It was discovered by Interval that Mr. ******** was selling through AirBnB, 7-night stays that he had obtained through his Interval membership. In 2020, Mr. ********* was warned that this behavior violated Interval's Terms and Conditions of Membership and Exchange which specifically state that an Interval Membership may only be used for personal and noncommercial purposes. Further, that any other use of membership benefits may result in suspension or termination of the the membership and exchange privileges as well as cancellation of any existing reservations. In October 2021, it was discovered that he was again selling 7 night stays that he had obtained through Interval on AirBnB. As a result, 22 reservations were canceled and he was issued a refund for the amount that he had paid to Interval. It should also be noted that the **** he is claiming is the amount of his annual maintenance fee for the timeshare interest that he owns. That amount is not collected by Interval. Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Even though at first interval was refusing to issue me refunds for the cancelled reservations and did not restore my week for which I paid maintenance fees, in the end they ended up issuing me the refunds, and restored the week for which I paid the aforementioned maintenance fees.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  interval international, is hostile to anyone that complains about poor service and inability to perform. threatens to lock down there account. this is not acceptable.

  

  Business response

  10/20/2021

  Business Response /* (1000, 5, 2021/10/19) */ Interval International spoke to Mr. ***** and addressed all his concerns. Consumer Response /* (2000, 7, 2021/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) but it is important this hostile behavior ends, a consumer filing a complaint is legitimate and intimidations about locking an account or losing deposits weeks is not tolerable!

*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. ↩