ComplaintsforUnlimited Vacation Club

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were on vacation in ****** and went to a meeting. We werent going to sign at all but the manager stepped in and said he would throw in 4 weeks vacation at any all inclusive we only had to pay $299 per week and purchase our own flights. He specially said we could go to **** and Stay in a bungalow on the water and just pay the 299 and our flights and that we could cancel at anytime with no penalty. When we got home we had to wait for them to send us the website information and we tried to book an all inclusive right away. It wouldnt let us book online so I called. We were told then that our 4 weeks were only for time shares not for all inclusive. I asked to speak to a manager and told them this was not what was represented to us and I would not have signed otherwise. He said he took notes and someone would call me within 2 buisness days. I called back everyday after the two business days and have constantly been told someone will reach out to me. Since not hearing back from anyone and not using any benefits I have disputed the initial charge with my credit card company.

  Customer response

  06/28/2024

  Complaint regarding Hyatt Unlimited Vacation Club Contract signed 05/26/2024 in ****** during my vacation. During the presentation I was promised some things, but upon return from vacation and my welcome call found out that benefits promised are not what I have in contract or available to me. There are a couple of things that were misrepresented to me I was promised 4 weeks at any all inclusive Ill I would pay is  the $289 booking fee and pay for my own flights. They also said I could cancel my contract anytime without penalty. Due to this misrepresentation and misleading information, I believe that the contract is voidable, and I am entitled for a full refund. I contacted the Supervisor several times, no resolution possible and found out that I cannot cancel the contract unless I pay 50% of the cover price. I live in ** and I know here its a one party consent so I recorded my conversation with the manager Alto. I had our two sons with us at the presentation and they were recording each other and I believe they have the manager on the recording promising us these things but Im unable to upload them here.  I did however upload the text message from our sales Rep ****** where you can clearly see we thought we were getting all inclusive vacation. I want to be clear that ****** is not the one who made these promises he was a very nice kid. It was his manager that told us these things. I would like to work out a resolution, get my $2,734.00 refunded and contract canceled.

  Business response

  06/28/2024

  Good morning,
  
  Following up on your recent inquiry We are eager to resolve this matter as soon as possible, and want to assure you that we're committed to providing you with the best possible support.
  
  Upon reviewing our records,We see that you're already in contact with our dedicated quality assurance agent, ***************************** *********************. ******** is currently assisting you with your request .To avoid duplication of information and ensure seamless communication, we kindly request that you continue the conversation with ******** via phone call. This will allow a more personalized support experience, enabling ******** to gather any additional details and provide you with the most accurate and timely resolution.
  
  IThank you for your understanding and cooperation. We appreciate your patience.

  Customer response

  07/09/2024

  ******** did not help me rather he laughed at me. I will not pay this and have disputed it with my credit card company. This is a scam company making false promises to get you to sign a contract. I want this contracted voided.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I and the co-owner entered the contract they set up credentials to access the website where all of the benefits are found using the primary (listed on the contract) email address. I have been requesting my own credentials to access the website unsuccessfully for over three weeks now. My original request was on June 5th. The agent stated that she sent the request to register my email address and I would receive an email within ***** hours. I called back a week later and explained that I did not receive a email. I was told that the request was cancelled because they were rolling out a new website and I should receive an email that week. I called back as I did not receive an email and was told that I should have an email last week. I called again this morning and was sent an email while I was on the phone with the agent to which when I attempted log in using the link they sent I received an error message "There is no user associated with the requested information" I read the message to the agent to which he replied "I am sending a request to register your email address and you should receive an email within ***** hours. This is completely unacceptable. There are 3 payments remaining on this $40,000 contract that has a membership term of 20 years that I can not access.

  Business response

  06/24/2024

  Dear ***********************************,
  We sincerely apologize for the inconvenience you have experienced with activating your account on the partner portal. We understand your frustration and want to assure you that we are taking immediate action to resolve this issue.
  We have received your request on the previous call with one of our agents and have submitted it to our IT department for urgent attention. They are working diligently to activate your account as soon as possible. However, due to an ongoing website transition, the activation process *** take between 24 to 48 hours.
  As my colleagues have mentioned, we are currently in the midst of a website transition, which *** be causing some temporary delays. We appreciate your understanding and patience as we work to complete this important transition.
  
  For any further updates or assistance, we kindly request that you continue to communicate with us through the alternate communication channel that has been established. This will allow us to provide you with a more efficient and personalized service.
  
  We appreciate your understanding and patience as we work to resolve this matter.

  Customer response

  06/25/2024

  This is the exact response I received on June 5th. It is now 20 days later and I still can not access my Membership benefits. 

  Customer response

  06/25/2024

   
  Complaint: 21893128
  
  I am rejecting this response because: It is the exact response I received on June the 5th and I still can not access my Membership benefits. There has to be an escalation process where I can get my credentials issued and set up so I can access the site. 
  
  Sincerely,
  
  **********************************************

  Customer response

  07/01/2024

  I have not heard from Unlimited Vacation Club regarding my request and it has now been a week since I spoke with someone. I called again this morning to inquire as to the status and was actually asked if I was going to make a payment today ! I asked again the status of my request since I was told last week that it would be ***** hours for the escalation and someone would call me to assist me in setting up my credentials. Today I was told the exact same thing, they are working on this and there is a note that this has been escalated and there is a high volume of calls. I still do not have credentials, have not received an email nor a call back from anyone and I still can not access the member website. 

  Business response

  07/08/2024

  Dear *************************************,
  
  We apologize for the inconvenience you have experienced with accessing the new UVC portal. According to our records, your account has been successfully added and you should now have access to the website. If you require further assistance with any membership-related issues, please do not hesitate to contact our ****** Services team.

  Customer response

  07/09/2024

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In August 2013 we took a trip to ********** with my family. In the hotel lobby, the agents from Unilimited Vacation Club approached us and made us enter a room full of vendors who offered us an infinite number of benefits which we could enjoy with our family. As a family, we would only have to pay an advance and a monthly payment. They gave us countless drinks and, having spent at least 3 hours in the place, we signed the supposed contract on a tablet, which we could not see until we returned home a week later, enough time to not be able to. cancel the contract because they only gave 5 days for this. At the time of the negotiation, they asked us if we had any questions. I expressed my concern about if at a certain time some change arose in our economy and we could not pay, what would happen? The answer was clear to me. They just stop paying and the only drawback would be that we would lose our money, which we have spent so far. I agreed, now that we are in a situation that we cannot pay, they want us to pay up to 50% of the contract, that is, *******. We have already paid close to 2000. dollars and we have not used any type of benefit on many occasions the prices are higher than those published on other websites where you do not have to pay any type of membership we just want to cancel the contract thank you

  Business response

  06/24/2024

  Dear *************************,
  Our records indicate that you are already in contact with one of our colleagues from ************************** via email. Based on the emails exchanged, an agreement has been reached to continue your membership. For future correspondence, please respond directly to the email address that was sent to you. We remain at your disposal.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 25, 2024 My husband and I were at the ******************* in *************. This is a Hyatt resort. On our second day there we were sold on the *** gold plus package. The reason we had a agreed to this package was that we were verbally told that we would never pay more than $867 US dollars for a week of stay at any of their resorts we told that we would get 60 weeks of that that it could actually be less but never exceeded the amount of $867 in retrospect them giving us shots of alcohol and bottomless glasses of champagne definitely clouded our judgement. We were sold on the package and put 15% down on a 38K package. We finally received access to our account yesterday and try to navigate through it and put in some dates for next year and the cost for exceeded the $867 that we were told it would never exceeded. We pulled out the contract and went through it with a fine tooth comb. There was nothing in there about $867 and even though it is not written, it was verbally said and that should hold some merit. We were highly disappointed and wanted to get out of this contract at the time of the contract when they kept throwing that number at us we kept asking them to be sure that we were hearing them right and told them that that was our selling point the $867 for a week is our selling point, and we were sold on it. That was a lie. They lie to us that poor business not only did they lie to us. They gave us alcohol and had to sign a contract. Clearly sober wouldve made a better decision, but they really do take advantage of you. Im highly disappointed we would , love it if they had followed through with what they had promised but they lied we for over almost $15,000 and we want our money back. We want to cancel this and we done with this. They are liars and they are deceiving and no one is returning our messages or calls , the people that we dealt with that resort gave us their WhatsApp and no one is responding to us . we were sold on lies!

  Business response

  06/13/2024

  Dear Member,
  According to the follow-up by your quality executive, we are only awaiting a second signature as previously negotiated.
  Best regards.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On or about April 2nd I called UVC to cancel a reservation at a hotel in their club. I mistakenly made the reservation at the wrong hotel for my wedding. UVC agreed to issue a refund of $1640. I didnt even ask for the additional fees be returned which amounted to about $70 on top of this. I checked my account for several days and no refund was issued. I reported the lack of refund to *********** which was the credit card used to make the initial transaction. *********** temporarily credited me the $1640 while they investigated. During that time UVC did send the disputed amount. *********** recognized this and took back the $1640 they had temporarily credited me. At this point everyone should be all set. We have our money back and *********** can close the case, which they did and sent me a letter. I realized I could not access my UVC account to continue my wedding plans and I was locked out. I called customer service at *** and was told I couldnt have my account unlocked until I paid the charge back of $1640. I do not owe them money. They gave me my refund for canceled reservations and *********** took their temporary credit back which they only provide so the customer is not inconvenienced during the investigation. UVC insists we owe them $1640. I feel they are wrong because initially they owed me that amount. Once they paid it everyone had what they should have. We provided several documentations that show *********** took care of the situation and UVC will not accept it. They want *********** to call them and verify that no chargeback is due. *********** will not do this as the case is closed and they had already sent the initial letter. In the meantime I am still locked out of my UVC account and now I cannot continue my wedding plans at one of their resorts. I have already had several people make reservations for the wedding in November but we cannot continue making them with no access and we dont really want to if this is the kind of issue we will have.

  Business response

  06/13/2024

  Dear member,
  According to the status of your membership, it is necessary to resolve the chargeback with your bank in order for us to provide the necessary assistance. For now, we must wait for the resolution from your bank.
  Best regards.

  Customer response

  06/13/2024

   
  Complaint: 21814831
  
  I am rejecting this response because:

  The bank ************ credit) has now twice sent correspondence regarding the chargeback. The bank never charged UVC any amount in this transaction. The bank clarified this in two separate responses and have since closed the case and stated there is no need to call as UVC does not owe anyone money and neither do I. UVC refuses to accept these letters though they explicitly state the solved issue.  The bank has also stated to me twice on the phone it is not customary for them to call the company claiming theres a chargeback as they cannot discuss my transactions with UVC. The letters they have sent should suffice.  This will be my last attempt to resolve this issue before I seek legal counsel. 
  
  Sincerely,
  
  ***********************

  Business response

  06/17/2024

  Dear partner, according to the notes in the system from yesterday, June 16, ****** Services is awaiting your call for the follow-up on this case. We suggest that you remain attentive to the assistance from ****** Services through that channel. Regards

  Customer response

  06/19/2024

   
  Complaint: 21814831
  
  I am rejecting this response because:
  On 6/18 I followed up with company. They continued to tell me in order to get my access to my account I need to pay the $1640. They then said the credit card company actually owes it and of course upon contacting the card company they claim that all monies have been transferred appropriately. I am still being held responsible for my credit card companies alleged error from what I can tell. Its been two months since we had access to our account online (keep in mind that our membership contract is paid in full valued at about $40,000). The representative stated that I can pay the amount and wait to be reimbursed by the card company if I want access to my account. That is extortion. ******** and punishing me for another companys action (allegedly). I am continuing to ask for UVC to contact *********** themselves and fix the issue on their end as I do not have the ability to do it. Furthermore I would like to be compensated for the trouble we have had and the delay endured while planning our wedding at one of their resorts. I will not pay and wait for the card company to reimburse me. I am never going to see that money because its not owed by me!
  Sincerely,
  
  ***********************

  Customer response

  06/19/2024

  This is the letter from *********** which states the case is closed.

  Business response

  06/24/2024

  We sincerely apologize for any inconvenience this may cause.

  Our records indicate that your request is already being handled through an existing communication channel. To ensure streamlined communication and avoid duplication of information, we will continue to provide assistance through that channel.

  
  Please feel free to reach out our colleagues at the same phone number if you have any further questions or concerns. We remain at your service.

  Customer response

  06/25/2024

   
  Complaint: 21814831
  
  I am rejecting this response because:
  There still has been no resolve to the complaint. The BBB was contacted because of poor business practices by UVC not because of a communication issue. I believe UVC has done nothing to rectify the issue nor show they are, in good faith, going to rectify it. Due to that I choose not to accept this response. 
  Sincerely,
  
  ***********************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 20, 2024, I attended a sales presentation given by UVC. My sales representative ************************ stated I would received a 1000k certificate to use for ************* and etc. book through U-Experiences. I contacted U-Experinces and was told airline purchases was not an available options. I contacted UVC to request cancellation of membership due to of the products and services that was commuincated orally by the sales agent was a lie. I was contacted via email by ***************************************** who stated in email that verbal stated information from ****** is excluded from what the written contract that was signed. I paid a downpayment of of $1625 plus closing cost of $480 total $2105. I was told that Im required to pay 50% of the total cost of $6500 to get out the contract even though there isnt an early termination fee. During my conversation via email with ********** I received written insults. I ask him to provide me with the detail of my contract that stated verbal communications is excluded his response was "we do not have any legal sustain rather that the contract to assist you with this matter". This company should be held liable to misrepresenting information that is given during their presentation that contradict with the information listed on their contract. I am not asking for a refund of the initial payment, my request to cancel the membership and not incur any additional charges

  Business response

  06/13/2024

  We inform you that your membership was canceled according to your request within the term. Regards

  Customer response

  06/17/2024

  The response from UVC stated We inform you that your membership was canceled according to your request within the term. Regards. 
  

  what does within the term mean. When I initially contacted them I was told I would have to pay an additional $1600 dollars before I could canceled. Please have UVC confirm the cancellation. And provide a detailed explanation.

  Customer response

  06/18/2024

   
  Complaint: 21803106
  
  The response from UVC stated We inform you that your membership was canceled according to your request within the term. Regards. 
  
  what does within the term mean. When I initially contacted them I was told I would have to pay an additional $1600 dollars before I could canceled. Please have UVC confirm the cancellation. And provide a detailed explanation.

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

  Business response

  06/24/2024

  Dear *****************************,
  Our colleague ********* from ************************* is currently in contact with you via email to follow up on your request and on our last email we attached our cancelation terms and conditions to be able to proceed with your request. For better communication and to avoid duplication of information, we will continue to follow up through that channel with our colleague *********.
  We remain at your service.

  Customer response

  06/29/2024

   
  Complaint: 21803106
  
  I am rejecting this response because: I received an email stating I still owe $1625 in addition to the original payment of $2,025. 

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

  Customer response

  07/03/2024

  Unlimited vacation club is sending me separate emails than what they have listed in their response to the BBB. Again I expect UVC to add there lastest communication I received stating: 

  Your contract has a volume of $6,500 USD, and you paid 25% of it the moment of the purchase. There is a remaining balance to complete 50% of $1,625 USD.

   

  UVC  response to the BBB stated they will cancel my service without mentioning the above information. There response is miss leading. UVC needs to communicate the responses they are sending me directly for records integrity. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We rented a car on vacation in ******, MX and at the car rental center, I mentioned Chechen-itza. The agent directed us to a hotel for a tour. Upon arrival, we expected to board a tour bus but a salesperson approached us and talked about a vacation club, assuring us it wasn't a timeshare. Realizing there was no tour, I went along with the small talk. The salesperson asked about our travel habits and expenses, and told me we could save significantly with an UVC plan. We were taken directly to a busy banquet room where they showed a slick presentation of happy families, yacht trips, and ocean-view rooms. The monitor showed a VIP week for up to 7 guests for $1900, which sounded too good to be true. The cost was $271 per guest for the week. We were led to believe the all-inclusive club only required a service fee when visiting. Foolishly, we signed and put down a significant down payment for a 20-year plan. UVC emailed the contract, which I never had the chance to fully review on-site.After returning home, we discovered room rates were $580 to $1200 a day, a fact glossed over during the presentation. Consequently, one week at any of their resorts in ****** would cost at least $4060 for lodging, food, and beach access. I called to cancel my contract and was told the 5-day cancellation period had passed. They said I would lose my deposit and full payment, even though we hadn't used any club benefits. We were never informed of the cancellation period and didn't receive a physical contract until we got home. I wrote a formal letter recently because we paid off the loan. I explained I was paid up and I want to be done. They said no but offered to enter us into a new contract and add more nights! That is not helpful at all and we want out. This company should not sell products without properly informing buyers of their right to cancel and providing the necessary documentation to do so.I expect my membership to be terminated immediately without further offers or conditions.

  Business response

  06/13/2024

  We inform you that your membership has been canceled. An executive made constant attempts to communicate without receiving a response, and due to the chargeback, your membership has now been canceled. Regads

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Complaint regarding Hyatt Unlimited Vacation Club Contract signed 04/28/2024 in ************** during my vacation.During the presentation I was promised some things, but upon return from vacation and my welcome call found out that benefits promised are not what I have in contract or available to me. There are a couple of things that were misrepresented to me during contract signing and actual thing explained to me during welcome / introduction call. Some of the things I am pointing below:I was told that I will have unlimited number of weeks at any of your 4200 all-inclusive resorts (accommodation, food, and drinks - all-inclusive) for a price of $569 for a couple per week. According to welcome call explanation that is not correct. This was the main reason for me to consider signing a contract.I was told that I will be refunded $2.000,00 for flight tickets. $1,000.00 available immediately, remaining funds after completing 7 monthly payments. According to welcome call explanation that is not correct. I was told that 14 premier nights in all-inclusive resort are available to me immediately to be used. According to welcome call explanation that is not correct.I was told that I am guaranteed a room if it is not during major US holidays, no blackout dates. According to welcome call explanation that is not correct.Due to this misrepresentation and misleading information, I believe that the contract is voidable, and I am entitled for a full refund. I contacted the *** representative and *** Supervisor several times, no resolution possible and found out that I cannot cancel the contract unless I pay 50% of the cover price. The supervisor even stated that he does not care since they are not *********** and I do not have any choice. I would like to work out a resolution, get my $4,792.75 refunded and contract canceled.

  Business response

  06/13/2024

  We inform you that due to the chargeback, your membership has now been canceled.

  Customer response

  06/21/2024

   
  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.

  As long as business in reference will not pursue any future additional payments from me this is acceptable resolution.

  Thank you for your help resolving this matter.

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unlimited claims they are not breaching the contract, but they are. They never mentioned a required payment of 50% and actually assured us we could cancel anytime without fees.An illustration of their unethical behavior: Upon our arrival in ******, exhausted from waiting for transportation to our resort booked through *** and *********************** we succumbed to attending a "presentation" the next day with Unlimited. This is where the unethical behavior started. Following this grueling experience, we intended to go shopping but were denied the contract despite requesting it be sent. It was only received on Feb. 1, 2024. Had I known its extensive legal content, I would have declined then. Frustrated, we reached out after weeks of contemplation. Their deliberate act awaited until after the rescission period to provide us with the means to cancel a deceptive move.

  Business response

  06/13/2024

  Dear member,

  
  We suggest you maintain continuous contact with your quality executive so that together you can reach a favorable resolution.

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We visited ******************* for vacation and were approached for a membership presentation with Unlimited Vacations. We initially agreed to sign up, and due to unforeseen circumstances had to cancel. In the contract, you legally have 5-15 days to cancel without penalty. I canceled 4 days after signing the contract. I sent an email on 5/21 about the cancellation. I spoke to **** and ****, plus their Supervisor in ****** Services on 5/22 and 5/23 and they confirmed they received the email cancellation and that it would be processed. They also confirmed I would receive a call from the Sales Floor. I spoke to ****** and **** at the sales room at ************ and also confirmed with them on the same dates of the cancellation. Please explain to me why I was charged ANYWAY. I called the ******************* and spoke to ***** today, and he claims it will be escalated and some more BS. Same BS they have been saying all week. They've tried to use bullying tactics lying saying I was in breach of contract (****** from the Sales Floor said this to me today 5/25/2024). He also lied and said that per the contract 50% was due, which is not true because I read contracts thoroughly so I know what my rights are. They are supposed to refund me the down payment and cancel the membership since it was canceled within 4 days of purchase. I kept being told I would receive email confirmation of cancellation. I canceled 5 days ago, and still haven't received anything but phone calls stating I was in breach of contract, I wouldn't be able to cancel due to the contact and more BS. I recorded every single call and stated on each call actually on page XYZ it shows that if I cancel within 5 business days I would be fully refunded and not charged any future payments. So you're in breach of contract. You were able to send me confirmation of the membership SAME DAY, but yet its been 5 days since canceling and still nothing. Thankfully I recorded every single call. Now I am reporting them for fraud

  Business response

  06/13/2024

  We inform you that your membership was canceled according to your request within the term.
  Best regards.

*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. ↩